Introduction

The VIP Web Phone is a website that you log into, using your computer, and it turns your computer into a Crexendo phone. This "soft phone" has all the features of a regular desk phone:

An area for your Contacts
Access to your voicemails
Chat and/or Text with others
Click and listen to your voicemails
Change your voicemail greetings via Drag and Drop
Change your Answering Rules
Manage many different conversations at the same time
And, of course, a dial pad.

About This Article

This guide will help with procedures and best practices when using the VIP Web Phone (Version 42):

You have a VIP username and password.
Your computer is equipped with a headset and microphone.

If this is not the case, please contact Crexendo Customer support for help:

Phone: (855) 211-2255
Email: support@crexendo.com

Navigating to the VIP Web Phone

1) Using your browser, navigate to:

https://portal.crexendovip.com/webphone

2) Enter your VIP username and password and click the LOG IN button

The Web Phone landing screen will appear

Getting to the Web Phone using the VIP Portal

If you are logged into your VIP portal, you can also launch the Web Phone by clicking the APPS link (in red below) and clicking Crexendo Web Phone.

The Web Pone Landing Page

Regardless of the way you get there, logging into the Web Phone will give you access to the landing page as shown below:

Basic Operation

The VIP Web Phone landing page has many areas which are accessed by the Navigation Pane. These are:

Contacts: Displays all contacts within your organization. You can also create new personal contacts.
Call History: Displays your call activity.
Chat and SMS: This area allows you to chat with other VIP users. If your organization has SMS enabled, then you can use this area to text outside people.
Answering Rules: You can manage all of your answering rules. These rules are based on Time Frames which were set by your organization.
Call Center: If this user is an agent in one or more call queues, then status for those queues will appear here.
Call Park: If there are any park zones that have been created in your organization, they will be listed here. You can park/unpark calls using this area.
Voicemail: You can manage your voicemails here.
Greetings: Add, edit, delete, & otherwise manage all 9 of your voicemail greetings.
Settings: Manage settings for your web phone.

You can also show/hide the Navigation Pane as needed and of course, you can log out of the Web Phone.

Making Calls

There are a few ways to initiate a phone call:

Through CONTACTS: Scroll through your contacts, click the desired entry, and click the CALL button (phone icon).
Through CALL HISTORY: Scroll through the entries, , click the desired entry (example John), and click the CALL JOHN option (phone icon).
Through VOICEMAIL: If you wish to call someone who has left you a voice button, click the CALL button (phone icon) that appears on the voicemail entry.
Manual entry: Click the red PLUS button (bottom right), click ADD CALL, and enter the number you wish to dial.

During a Call

While a call is in process, a card is placed on the grid, and you have all the usual options open to you. In the illustration below, the web phone is displaying two different conversations: One with a single caller, the other is when you add a call, and then MERGE them for a conference or just SWAP between the two callers.

Closer Look

Contacts

This displays a customizable list of contacts within your organization. You can search, sort, and filter this list. In addition to what is shown below, you can click on any contact entry to display its details and also initiate any kind of phone call.

Call History

This displays a list of your call activity. In addition to what is shown below, you can click on any entry to display all related history, initiate contact, and add this person as an entry in your CONTACTS. Each call entry is shown with history icons:

Inbound: Blue arrow
Outbound: Green arrow
Missed Call: Red bent arrow

Voicemail

This displays a list of your voicemails. It displays both new and saved voicemails to which you can listen by clicking the Play button. The image below shows voicemail that has been transcribed using our premium transcription feature.

Chat and SMS

This displays all chat conversations and other conversations between you and others. All VIP web phone users can chat with other Web Phone and VIP Mobile users within their organization.

NOTE: If you want to text outside people using SMS, the SMS feature must be added to your organization’s Crexendo account.

As shown above, for each conversation you have, by default, a conversation card is placed on the grid (green arrows). You can close any of these cards and delete them. if desired. Deleting a card from the grid does not delete the conversation itself.

Creating a New Chat Conversation

As shown below, start a new conversation by clicking the red button (bottom right) then click NEW CONVERSATION (pencil icon).

If you are manually typing a phone number to text (SMS) an outside party, you must type in the entire number, then click the suggestion that pops up. Then click the check mark to start the conversation.

NOTE: As a rule, texting (SMS) does not use CallerID. Therefore, when you receive a text from an outside party, only the phone number of the texting party will appear. You must add that person to your contacts if you want the name to appear.

Answering Rules

This area displays the answering rules that you can set which tells the system what to do when someone is calling you. You can have many different answering rules but only one rule can be “active” (depending on the date/time). The active rule is marked by a blue dot and depends on your TIME FRAMES:

Time Frames: Tells the system when answering rule is active.
Answering Rules: Tells the system what to do during the time frame. Example: Send all calls to voicemail.
Priority: If two answering rules occur at the same time, then you can choose which rule will be active (see example below) by setting a priority. The web phone is one of the places you can prioritize your rules.

For example, you can have two time frames to which you can attach answering rules (notice they both include a monday):

Open for Business (M-F 8a-5p): You want calls to come through during these hours and you attach a rule to do this.
Memorial Day (Monday all day): You want calls to go to voicemail and you attach a rule to do this.

To ensure that the Memorial Day answering rule takes effect correctly, you make the “Memorial Day” rule a higher priority than the “Open for Business” rule. Therefore, on that day, when calls come in, they will go immediately to your voicemail.

Greetings

This displays a list of your voicemail greetings that you have created. Once the greetings are created, you can make one of them active here. You can also edit and delete them.

Call Park

This area displays a list of the call parking spots for your organization (if you have any). You can un-park calls using this area. To learn how to park calls, see below.

The parking spot (Park1) contains one parked call. It displays CallerID information about the parked call including who parked the call and how long the call has been parked.

Call Center

This area displays information for your call center on two tabs:

My Queues: Displays all queues of which you are an agent.
My Stats: Displays common statistics for you across all your queues.

NOTE: The Call Center area will appear only if you are an agent of a call queue.

My Queues Tab

Displays all queues of which you are an agent. The example below shows that you are an agent of the Office and the TechSupport queues.

My Stats Tab

This tab displays an assortment of useful statistics for all of your queues. The example below shows statistics for today.

Settings

This displays the settings for your Web Phone. In addition to what is called out below, you can set your speakers and microphone on which to take calls.