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Unity Connect Desktop Client User Guide

Description:

This guide will walk you through downloading, using, and optimizing your Unity Connect Desktop Client. 

Contents:

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)

Note: A modification to the corporate firewall settings may be required to allow the Unity Connect Desktop Client to operate at your office. Please reach out to your Unity Connect Admin or IT team if you have trouble logging into the application. 
Unity Connect Login Screen

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 left sidebar, with Users being the first. The image below displays all users 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.

Unity Connect Desktop Users Screen

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

  • Click the phone icon to initiate a call with them. This will call all devices associated with that user.
  • Click on the Speech Bubble to initiate an instant chat with them. They can then respond through their Desktop Client.


A vertical green line on the left side of their cardmeans they are currently logged in and active on the Desktop or Mobile Client.

UC Desktop Individual User Call out
  • 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 often.
Unity Connect Desktop Edit Group

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 dial pad, You can type in the number you would like to call or simply copy and paste the number in. Clicking on a Telephone Link on a web page will autofill this for you too.
Unity Connect Dektop Calling Out

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.

Unity Connect calling screens

Receiving a Call:

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

Unity Connect Desktop Receiving a Call

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.

Chat:

As outlined above, you can initiate an instant chat and share files with any user on your system by clicking the chat speech bubble on the right hand side of each user's card. This will automatically take you to the Chat app, which is located below the Users app in the sidebar.

Unity Connect Desktop Chat 1

You can create new chats and search through your existing conversations by selecting the chat icon on the left hand bar. Your desktop client will show two 'panes' - one listing users or groups that you have had conversations and on the right hand pane, the conversation history. As you select each user or group, you will see each conversation history.

The the tools at the top of the chat screen provide the option of creating a new chat conversation or quickly searching for past conversations.

Chats can be with groups as well as individual users, for easy collaboration across teams!

Unity Connect Desktop chat 2

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.

Unity Connect Desktop Conference
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.

Unity Connect Desktop Call History 1

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.

Unity Connect Desktop Call History 2

Faxes:

You can now send, receive and manage all your faxes through your Unity Connect 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 your 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.

Unity Connect Desktop fax 4

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

Unity Connect Desktop Fax 2

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.

Unity Connect Desktop Fax 3

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.

Unity Connect Desktop fax 4

Settings and Managing your Account:

Another key feature of the Unity Connect 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.

Unity Connect Desktop Settings 1

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 in Do Not Disturb (DND) mode and change your default phone. 

The Default Phone setting selects which device is 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. 

UnityConnect Desktop Settings 2

If you have any further questions or feedback around the Unity Connect Desktop Client or anything else Unity Connect related, please reach out to us via the contact info provided here!