1

This guide describes how to use features that come with the basic Call Controller with Softphone, downloaded from any RingCentral Online account or extension.

Pages and sections marked are features requiring DigitalLine service.

Call Controller with SoftphoneUser Guide

June 2008

Requires DigitalLine service

2

1. Overview of Call Controller with Softphone2. Adding DigitalLine service 3. Answering a Call on the Softphone

A. Answering the CallB. Hold, Mute and RecordingC. Transfer the Call *D. Conference Multiple Inbound CallsE. Hold and Transfer using ##F. Alt Key Shortcuts

4. Dialing from the Softphone *A. Placing a Call *B. Dialing an International Number*C. Conference Calling *

5. Call Controller Screening optionsA. Sending Caller to VoicemailB. Reject (Hang up) the CallerC. Listen Live to Voicemail and Barge in!D. Forward Caller to Another NumberE. Send caller a Text-to-Speech replyF. To Load Pre-Written Custom Replies to the Drop Down List

6. Menu

* Requires DigitalLine service

3

1. Overview of Call Controller with Softphone

4

Download the Call Controller / Softphone from your online account…

PC System Requirements· Windows 98, 2000, XP or Vista· A Pentium processor-based PCor compatible computer

· At least 128MB of RAM · Disk space: 100MB

5Open/Close Keypad

Quick Link Icons• Messages• Recent calls• Contacts• Fax• Account Login

Faceplate options:

Call Controller / Softphone is now ready for action. Quick Settings and Links are available when waiting for a call …

Do Not DisturbYou will not receive notifications on your Call Controller / Softphone about incoming calls or messages when enabled. Caller goes straight to your forwarded numbers or mailbox.

Missed Calls alert. Click icon to bring up missed call log.

Overview faceplate link.

Outbound Dialing is enabled when DigitalLinesubscription is added.

(888) 555-3421

E911 link, to change physical address where Softphone (with DigitalLine service) is being used.

6

Call Controller with Softphone helps you MANAGE INBOUND CALLS:

Talk to the caller using the Softphone:• Answer incoming calls on your PC • Screen voice messages as they are being

left. Barge in and talk to the caller while he’s leaving the message!

• Record calls on your PC • Join multiple incoming calls into Conference

Screen the callers you don’t want to talk to: • Send caller straight to Voicemail• Forward caller to other telephone numbers• Send caller a text-to-speech reply

7

Answering a call to your Local RingCentral number on the Softphone saves you money!

Andy, a Plus Plan customer, has two RingCentral numbers:

Phone Number LocationMain: (888) 555-5462 Toll Free

(248) 555-2386 Pontiac, Mi.

1 minute inbound call, under three scenarios:

Dials Local Number(248) 555-2386

Dials TollFree (888) 555-5462

$0.059(Plus plan)

$0.000 ( Free* )

Dials Local Number(248) 555-2386

* Subject to Fair Use Policy

$0.059(Plus plan)

8

Tips for best softphone voice quality:

1. Use a Headset with Microphone, instead of your PC speakers and external microphone. Four models we recommend are the Plantronics 310 and 340, Cyber Acoustic AC 850, and the A4 Tech HS 5P.

2. We recommend a high speed DSL, cable or fiber connection with an upload speed of 90kbps or greater. We provision DigitalLine service at the "High/ Automatic" bandwidth setting for better sound quality. If your broadband connection speed is less than 90kbps (and you experience choppy voice quality), you should adjust the bandwidth setting to "Low:" Test your PC’s speed at http://www.voipreview.org/voipspeedtester.aspx

3. Run the Audio Tuning Wizardfound in your Call Controller.

Click Menu / Options / Audio and press the wizard button to start

9

1.2. Adding DigitalLine Service

10

Activate DigitalLine service to your Softphone …

Click the link in the Preference page of your online account:

Or the link displayed on your Call Controller: (888) 555-3421

11

Choose the monthly service package, click Sign Up, and complete the short installation wizard …

12

1. Setting up the Call Controller3. Answering a Call on the Softphone

A. Answering the CallB. Hold, Mute and RecordingC. Transfer the CallD. Conference Multiple Inbound CallsE. Hold and Transfer using ##F. Alt Key Shortcuts

Requires DigitalLine service

13

Open the Answering Rule you’ll be using and check the Notify my Call Controller and wait box.

For your Softphone to ring on your PC when inbound calls arrive…

In this example, Jim’s Softphone will ring for 20 seconds. If he doesn’t answer his Softphone in 20 seconds, his Mobile phone will start ringing.He will still be able to take action on his Softphone while the forwarded numbers ring. The Softphone / Call Controller will close only when the call rolls into voicemail or caller hangs up.

14

The Call Controller will ring. The caller’s ID will be shown.Note: If this ID is listed in your Contacts directory, the caller’s name will also be displayed:

When a new call comes in …

To quickly adjust your speaker or microphone volume, click the speaker icon:

15

… Press the Answer button …

A. To Answer the call on your PC …

… and you’ll be connected with the caller

16

While talking, several action buttons are visible:

• Press Hold and caller hears music. • Press Mute and they won’t hear you. • Press Record and the conversation

will be recorded, stored on your PC.

B. Hold, Mute and Record options while talking to your caller…

Line 1 Connected

(Click Menu to access your recorded calls library. Click Menu/Option/Calls to change “recording alert” they hear).

17

When you press the Transfer button: • Caller on Line 1 is put on hold, • You get a dial tone

C. Transfer the Call – Step 1

Requires DigitalLine service

Line 1 On Hold

18

1. Type in a new Telephone Number, or

C. Transfer the Call – Step 2

3. Enter a Speed Dial number, or9257671234

Requires DigitalLine service

2. Enter an Extension, or

You’ll be connected to the number on Line 2. Line 1 remains on hold.

4. Click a Call Log number

Then Press Dial.

1

Line 2 Connected

Line 1 On Hold

19

You may speak to the person on Line 2 to introduce the transfer.

Line 2 Connected

Line 1 Connected

C. Transfer the Call – Step 3

Requires DigitalLine service

To connect the two parties and drop you from the call, click the Complete Transfer button.

Line 2 Connected

Line 1 On Hold

20

D. Joining a second Inbound Caller into Conference…

Your Call Controller with Softphone lets you bridge multiple inbound callers into Conference (DigitalLine service is needed to dial out to add a party).

Caller information is displayed on Line 2tab when a second call arrives.

Line 2 Ringing

Line 1 Connected

Click Answer button to accept the new call.

21

D. Adding another Inbound Caller into a Conference…

You are now talking to the caller on Line 2.Your first caller (Line 1) was put on hold.

Line 2 Connected

Line 1 OnHold

To join both parties together, click the Conference button.

22

D. Adding another Inbound Caller into a Conference…

Both inbound callers are now in Conference with you on Line 2.

Line 2 Connected

Line 1 Connected

Additional inbound callers can be added to the conference following the same steps.

Click to Mute or to Hang up an individual caller, or, to end the call for everyone press

23

Instead of using the softphone buttons, you can also click ## while on a call, taking you to the RingCentral server Transfer menu.(DigitalLine service not required):

Put Caller on HoldPress ## Caller will hear hold music you have selected from your online account.Press # to return to the call.

Transfer Caller to a RingCentral ExtensionPress ## to put him on hold, then enter the extension number.

Transfer Caller to Another NumberPress ## to put him on hold, then press * + 1 + phone number + #Your call will now be transferred. You can remain on the line to introduce your transferred caller to the next number. Hang up at any time to complete the transfer, or, to cancel the transfer press **

Transfer Caller to a RingCentral Quick Dial Press ## to put him on hold, then press * + 1 + Quick Dial number + #Your call will now be transferred. You can remain on the line to introduce your transferred caller to the next number. Hang up at any time to complete the transfer, or, to cancel the transfer press **

E. Hold and Transfer using ## and the telephone keys …

24

The following Alt + __ shortcuts can be used for softphone functions:

Alt-A AnswerAlt-C Conference *Alt-D Dial *Alt-F ForwardAlt-H HangupAlt-I IgnoreAlt-J RejectAlt-M Mute/ UnmuteAlt-O Hold/ UnholdAlt-R ReplyAlt-S ScreenAlt-T Transfer *Alt-V VoicemailAlt-Space Main Menu

F. Alt Key Shortcuts …

* Requires DigitalLine service

25

1. Setting up the Call Controller4. Dialing from the Softphone*

A. Placing a Call*B. Dialing an International Number*C. Conference Calling* *Requires

DigitalLine service

26

Enter the number one of several ways:1. Enter phone number from the

softphone key pad or your computer keyboard. or

2. Click a Call Log entry and Dial

… or, from the Dial Drop down list:3. Click a Speed Dial number, or

A. Placing a Call

Requires DigitalLine service

4. Click an Extension (if enabled)

27

Line 1 is now engaged. You’ll hear ring tones while we dial your party.

A. Placing a Call

Line 1 Ringing

Requires DigitalLine service

28

B. Dialing an International number - Entering the local number first

To have your softphone automatically add the dialing rule or country code to your call:

1. Dial the local number2. Select the drop-down from the

dialed number screen3. Choose the country you wish to call

either by it’s name or it’s flag(The country’s flag and country code will

be added.)

4. Click dial and complete your call.

Requires DigitalLine service

*NOTE: To call other countries, International Calling must be enabled

1

2

3

4

29

Conferencing two lines:

With your first caller on Line 1, press the New tab to bring up a second line.

Line 1 Connected

C. Conference Calling

Requires DigitalLine service

30

The caller on Line 1 is automatically put on Hold.

1. Enter the second phone number.2. Click Dial.

2.

1.

Line 1 OnHold

C. Conference Calling

Requires DigitalLine service

31

The party on Line 2 answers, and you are connected. (Note, in this example, the second party is in the directory, so their name is displayed).

Click the Conference button…

Line 2 Connected

Line 1 OnHold

C. Conference Calling

Requires DigitalLine service

32

… and all parties are now in conference.

Repeat the process if you want to add more parties.

Line 2 Connected

Line 1 Connected

C. Conference Calling

Requires DigitalLine service

33

1. Setting up the Call Controller2. Answering a Call on the Softphone5. Call Controller Screening Options

A. Sending Caller to VoicemailB. Reject (Hang up) the CallerC. Listen Live to Voicemail and Barge in!D. Forward Caller to Another NumberE. Send caller a Text-to-Speech replyF. Load pre-written Custom Replies to the Drop Down List

34

Click the Ignore button. This will by-pass any active Forwarded Number in your Answering Rule, delivering caller straight to your mailbox.

A. To send caller straight to your RingCentral Voice Mailbox …

35

B. To Reject (Hang up) the caller …

1. Click the drop down arrow to the right of the Ignore button.

2. Click the second choice: Reject and don’t send to Voicemail.

The caller will be disconnected, without hearing a “goodbye” message.

36

Click Screen Voicemail and the caller is sent to your mailbox, and, your call controller stays up so you can hear him leaving the message!

C. To send caller straight to your RingCentral mailbox … and listen in!

Want to barge in and talk live?Simply click Answer button!

37

Click the Forward drop down list to access your Forwarded Numbers table (maintained in your online account).

D. Forward the call to a number listed in your Forwarded Numbers table …

Double click the bottom number and the caller will be forwarded to Ralph.

Note: Ralph will appear as the lead number when the next call arrives:

38

Click the Forward drop down arrow,then click Other Number…

… type in the phone number, then click the Forward button.

D. To forward the caller to a number not in your list …

4045557324

39

Click the Reply: drop-down arrow.Select one of four pre-written repliesor choose Other.

For example, 1. Click the second “Call Me Back In …”message, and …

E. To send the caller a text-to-speech reply …

40

2. Enter your time variable, and3. Press SendCaller will hear your response:

E. To send the caller a text-to-speech reply …

The caller has the option to either: • Leave you a Voicemail, • Respond with a Yes or No, or• Respond with “Urgent call me now!”

“Reply from James Smith … I will call you back in 10 minutes ...”

41

1. Click Other under Reply: Other. 2. Enter your reply.3. Press Send.

E. To compose a custom reply to the caller …

1.

2.

3.

42

1. From the Call Controller, click Menu / Options. 2. Click Calls in the left-hand menu.3. Click the Custom Replies button at the bottom of the Calls panel.4. Enter your custom text reply, Click Add.5. Click OK.

F. To load pre-written custom replies to the drop down list …

NOTE: (you must be on Call Controller version: 4.60.000.37 or higher):

1.2. 4.

3.

5.

43

6. When your Call Controller pops up, Your custom replies can be selected from the drop down list:

F. To load pre-written custom replies to the drop down list (cont.)…

6.

44

The caller goes onto Forwarded Numbers that may be listed in the Answering Rule, and eventually into your RingCentral voicemail box.

If you don’t answer a call on your softphone…

We’ll notify you of the New Voicemail Message with this box.

Click the box to listen to the recording, which is stored on your PC.

(888) 555-3421

New Message from (650) 620-1153

45

1. Setting up the Call Controller

2. Answering a Call on the Softphone

3. Call Controller Screening options

6. Menu

Consult the Call Controller with SoftPhone USER GUIDE for complete Menu instructions.

46

(888) 555-3421

In addition to the Quick Link icons, you can access common

functions via the Menu.

5

4

12

3

541 2 3

47

To bring up voice and fax mail messages click the Envelope.

Messages

48

To see the details of your Call Logs click the Telephone folder.

Call Logs

49

To Dial (RingOut) contacts from your Outlook directory, click the Contacts icon.

Contacts Directory

50

To compose and send a new fax, click the Fax icon.

Nick Adams

Nick, here is the order form. Thanks for your business.

Order department

1-555-123-1234

Order-form.doc

Faxing

51

To open your RingCentral Online account, click Computer screen icon.

Online Account

52

Click RingOut and we will call your Current Location, and, when you answer, dial the number you entered to connect you with your destination.

RingOut

7135557014

53

Calls recorded by your SoftPhone are saved on your computer. Retrieval is easy using our built-in player.

Recorded Calls

54

Informing your contacts about your new RingCentral number if fast and easy with our wizard.

Inform My Contacts

55

Setting up Speed Dial numbers.Click Customize and enter up to 10 numbers.Note: These Speed Dial Numbers are different from the 10 Quick Dial keys associated with the Forwarded Numbers listed in your Online account.

Tools / Speed Dial

Randy Shargar

Andy Lowery

(555) 555-1234

(201) 555-6429

56

To place a Speed Dial call from a Softphone with DigitalLine* service:

1. Click the Dial button Drop down arrow,2. Select Speed Dial, and click the contact.

Tools / Speed Dial

2.

1.(888) 555-3421

You could also enter the speed dial number by using the Softphone key pad.

* Note: If your Softphone is not enabled with DigitalLine Service, a RingOut panel will pop up when clicking a Speed Dial number.

57

Click Audio Setup to run our audio tuning wizard to verify your speaker and Microphone are working properly.

Tools / Audio Setup

58

Click Account information to assign this Call Controller with SoftPhone to work with a different Phone Number or extension.

Options / Account Information

59

This Forwarding Numbers table is identical to your online account listing. Add or edit numbers from either source, they are automatically synchronized.

Options / Forwarding Numbers

60

Dialing options are found in this window.

Options / Dialing

61

Call Notification options and Music on Holdchoices are just a couple of selections available in the Calls window.

Options / Calls

Tip: Add pre-written custom replies to the Reply dropdown list on your Call Controller.

62

In Messages you can change notification options and storage settings.

Options / Messages

63

Several Fax options are available.

Click Personal Information to edit the cover sheet information that appears on faxes send from your call controller. Note: Cover sheet contact information for Faxes sent from the FAX OUT button or directly from your email account comes from the Personal Information tab in your online account.

Options / Faxes

64

RingOut setup options include a “dial 1” prompt and choosing your outbound Caller ID.

Options / RingOut

65

Hotkeys can be established such as making F6 a hotkey to quickly dial a phone number on a Web site.

Options / Hotkeys

66

Choose incoming message synchronization options

Options / Synchronize

67

Audio settings to maximize sound quality.

Options / Audio

Tip: Run the Audio Tuning Wizard on your PC to achieve best voice quality.

68

Click the Enable RingCentral Toolbar for Microsoft Outlook button for one-click dialing.

Options / Microsoft Integration

69

One click on an Outlook Contact icon and your softphone is dialing the number!

Options / Microsoft Integration

Note: If DigitalLine service is not active, RingOut panel will be used.

70

Click Advanced, then check the Enable dialing from Microsoft Internet Explorer box.

Dialing from Internet Explorer

71

Select Highlight Phone Numbers and the appearance of all phone numbers on the Web site changes. One click with your mouse to dial!

Dialing from Internet Explorer

72

Select Highlight Phone Numbers and the appearance of all phone numbers on the Web site changes. One click with your mouse to dial!

Dialing from Internet Explorer

Note: If DigitalLine service is not active, RingOut panel will be used.

73

Choose the Microsoft directory to sync your RingCentral contacts with - Outlook or Outlook Express.

Options / Address Book

74

Download different skins to change your call controller appearance.

Options / Appearance

75

The General folder sets up when the call controller appears on your computer.

Options / General

76

The Help link displays:1. Link to our Help Knowledge Center, and2. Your call controller’s version number.

Options / Help

77

Click Sign Out and your Call Controller and SoftPhone services are shut down. Incoming calls will not ring on the SoftPhone.

Options / Sign Out

Click Sign In to reactivate the Call Controller

78