Description: This guide will walk you through downloading, using, and optimizing your Ooma Enterprise Desktop Client. 

Resolution:

TABLE OF CONTENTS

• Introduction and Downloading
• Features Overview
• Users
• Calling Out
• Receiving a Call
• Call Park
• Chat
• Conferences
• Call History
• Faxes
• Settings and Managing your Account

Introduction and Downloading

If you’ve subscribed to an Essentials seat license or higher, you’re entitled to use our Desktop Client in concurrence with your desk phone. To download the appropriate version for your operating system, please click here. 

Once downloaded, you will be presented with a login screen which will ask you for the same login details you would use to log into your phone or User Portal with. 

Those being: 

Username: Your extension number

Password: Your voicemail pin/password

Account Name: Your organization’s name (ask your administrator if unsure)

Features Overview

In addition to enabling you to take calls from your desktop, we've included these powerful features: 

• Know which team members are available and whether they are online or on a phone call.

• Change personal status depending on whether or not you can chat and/or accept phone calls.

• Keep track of phone activity and initiate calls straight from your call history.

• Create groups to simplify communication with colleagues you work with the most.

• Chat and share files with anyone in the company.

• Create and join conferences.

• Listen to, download, and delete voicemail messages.

• Initiate and manage calls in progress on other devices, such as desk phones or your mobile client.

Users

After logging in, you will notice a column of apps along the sidebar; Users being the first one. 

The below image displays all extensions on your account and whether they are presently logged into the client or not.  For ease of use, you can also filter for "online only" with the toggle at the top of the page. 

Each user's box has two quick links to initiate communication with them:

1. Click the phone icon to initiate a call with them. This will call all devices associated with that user.

2. Click on the Speech Bubble to initiate an instant chat with them. They can then respond through their Desktop Client. 

A green line next to their name means they are currently logged in and active on the Desktop or Mobile Client. 

You can also sort users into groups using the group icon next to the "Online Only" filter. This is good for grouping people into teams or perhaps for the team members you communicate with most.

Calling Out

To initiate a call, click on the dial pad icon, located in the bottom left corner of the screen. This will bring up a dialler where you can type in the number you would like to call, or simply copy and paste the number in. Clicking on a Tel Link on a web page will autofill this for you too.

Once the call connects, the dialler will disappear and a menu of actions you can take with the call will appear. In addition to mute, hold, and return to the keypad options, there is a transfer button which gives you the option to initiate a warm/attended transfer, a cold/unattended transfer, or a transfer direct to voicemail.

Receiving a Call

When you receive an incoming call on the OE Desktop Client, it will ring aloud through your chosen audio output and appear in a box in the bottom left corner of the screen. 

That box will allow you to answer or reject the call. A similar box will appear whenever one of your other devices is ringing too, these will just have the one option to reject the call in each case.

Once the call is active, you will be presented with the same call handling options described above. You can also minimize the active call box at any time.

Call Park

Call park is an option while using the desktop application, if the button is not showing on the Ooma Enterprise Desktop application you first need to enable the "Parking" feature codes under your account in the Admin portal, once enabled log out and back into the desktop application. 

When looking at the dial pad you will have a "Parked Calls" icon which will show how many calls are parked within your organization using standard parking spots.

No Calls Parked

Parking a call - Select the "Call Actions" button and then "Park Call", choose a standard parking spot or set a custom spot.

Retrieving a Parked Call - Select the "Parked Calls" button, this will show you all currently parked calls, choose the call you wish to retrieve and select "Pickup Call"

Chat

As outlined above, you can initiate an instant chat and share files with any user on your system by clicking the little speech bubble next to their name. This will automatically take you to the Chat app, which is located below the Users app in the sidebar.

You can create new chats and search through your existing conversations with the tools at the top of this screen. You even have the option to create group chats for easy collaboration across teams!

Conferences

The Conferences app displays a full list of all the virtual conference rooms active on your account. In addition to being able to quickly join and leave your rooms with a click of the mouse, each of the rooms behave like their own instant chat too.

If there is a PIN on the conference bridge, users will still be prompted to enter it prior to them entering the bridge.

Call History

The next feature in the sidebar is Call History. Here you can see a full record of your recent call history, the status arrows indicate which direction the call was made in and whether the call was indeed answered or not.

Answered, Inbound Call

Missed Call

Outbound, Completed Call

Outbound, No Answer

This page also displays all of your voicemails. You can listen, download and delete through the Desktop Client itself. It will also have all of your call recordings, if you have call recording enabled on your seat.

Faxes

You can now send, receive and manage all your faxes through your OE Desktop Client. 

You will only have the Faxes option displayed if you have a faxbox assigned to your user and the setting has been enabled by an admin.

To access your faxes, click on Faxes in the sidebar; this will bring up your fax history. You will be able to see the time and date, the direction (inbound or outbound), which number the fax was sent to or received from, the number of pages, the PDF attachment and the status of the fax.

To send a fax, click Send Fax. Enter the destination number (without the +1), attach your PDF document, up to 8MB, and click Send Fax.

The popup will then close and you can view the status of your fax in the history. 

If you are reviewing a received fax or would like to view the PDF, simply click on the paper icon in the Image column. This will show you the fax cover page and the rest of the document. From here you can download or print the attachment if needed.

If you would like to delete a fax, click on the box to the left of the line you'd like to delete. The red Delete button will light up and a count of how many you've selected will show up. Click Delete and your faxes will be removed from the history.

Settings and Managing your Account

Another key feature of the OE Desktop Client is that it’s designed to be a one stop shop to manage your user account. So, in addition to the user portal, you can now update your settings right through the client.

Update your profile picture, adjust audio output and input settings, create a support ticket for the Success Team and update your password all through the Settings app. 

Remember that when you change your password, this will update your password across our systems including your desk phone log in (if you have one), your voicemail pin and your Management Portal login.

There are more settings you can adjust by clicking on your name in the top right of the screen also. Here, update your call forward settings, put yourself on DND and change your default phone. 

Default Phone sets which device used for outgoing calls made through the Desktop Client. If you pick your desk phone, or any of your other non Desktop Client devices, that device will ring. When you answer it, it will then automatically initiate your outbound call.

Finally, at the bottom of this list is where you log out of the Desktop Client. If you have any further questions or feedback around the OE Desktop Client or anything else Ooma Enterprise related, please reach out to the Success via phone or ticket!