To use the app

1. Double-click on the desktop shortcut
2. Enter your username (this is your e-mail address) and password.
3. Click on Login.

Once you are logged in, you will see the start screen of the app.

The app is divided into 5 major sections:

1. App menu in the top left corner
2. Search bar on the top
3. Telephone menu on the left side
4. Favourite list (your BLF keys)*
5. Telephone / Dial field

In this section, you can:

• Log in and log out from the app.
• Select or add a device using the Call with function.
• Access External numbers/DDI.
• Activate or deactivate the Show help tooltips function.

You can make calls using the app, your extension (e.g. your desktop phone) or another device, such as your mobile phone. This feature is called Click to Dial (C2D). Just select the device you want to make a call with, and all your calls will go through that device.

When the app menu is closed, you can see your name and the device you are calling with in the top-left corner.

1. Click on Call with.
2. Click on +Add.
   ⇒ An input field opens up.
3. Enter a name and telephone number for the external number, e.g. Hotel.
4. Click on Add.
   ⇒ Your recently added number appears on the list.

1. Click on the entry.
   ⇒ The new device (here, the hotel room phone) is now selected as the device to make calls with.
2. Dial the number you would like to call.
   ⇒ The selected device (here, the hotel room phone) will ring.
3. Accept the call.
   ⇒ The call to the number you have dialled initially is now initiated from the selected device.

The search bar is used to browse contacts, extensions, conferences, meetings and groups. Search results are clustered into these categories.

To search:

1. Type in the name you are looking for.
2. Select the respective category to be able to receive the relevant search results.

Next to the Search bar, you will find some shortcuts to the following features:

In this section, you can

• Make calls (for more information on how to make calls, see Telephone - how to make calls)
• See the favourites list
• Click on Edit favourites list to go to Settings and access Function keys here
• Use the dial field to enter a phone number or a PIN

In this section, you can see your recent events, i.e. incoming, outgoing and missed calls, conferences and meetings that you have attended, as well as access your voicemails.

In the Calls tab, click on the information icon to:

• Delete an event
• Get information about the event type
• Copy to clipboard

In this section, you can access all your contacts in alphabetic order.

There are several options to call a contact:

• Double-click on an entry
• Right-click on an entry to select from several call options.

To select from several call options:

1. Hover over the entry.
2. Click on the Information icon.
3. Right-click on the phone number.
4. Choose the device you want to call with.

When right-clicking on an entry, you also can:

• Add a contact to a function key
• Add a number to contacts

In this section, you can access the following features:

• User settings
• Call forwarding
• Queues
• Function keys
• Fax
• Download
• Info

For more information, go to Settings.

The favourite list is a list of function keys e.g. speed dials or busy lamp fields set on your extension.

For example, you can save telephone numbers that you call most frequently to your favourite list.

- Click on Edit favourite list.

- Then click on the plus button and enter the telephone number and the name.

- Save the entry.

The entry now appears in the favourite list.

In case there are already function keys set for your extension (e.g.to your desktop phone), they will appear here in your favourite list.

• Dial here the telephone number you wish to call
• Use the DTMF field to enter the telephone number you wish to call or to enter conference room PINs

There are several options to initiate a call:

• Type in a name of a contact, extension, conference, group or meeting into the Search field and double-click on it
• Double-click on on a contact, extension, conference, group or meeting
• Make a call from Contacts, see Contacts
• Drag & drop a number or contact to the area on the right or
• Use the dial pad to enter a phone number

In case of an incoming call, a pop-up with caller information, e.g. phone number, extension or name appears.

When you receive an incoming call, you can:

• Accept the call
• Decline the call
• Send the call to the voicemail
• Transfer the call

To put a call on hold, click on the Hold button.

If you have a second incoming call, you can:

• Accept the second call.
  ⇒ The first call is put on hold automatically.
• Deflect the call to the voicemail.
• Decline the call.
• Transfer the call.

You can also put both calls on hold at the same time:

• Click on the Hold button.
  ⇒ All calls are now on hold.

Call swapping is a change between an active call and one or more calls on hold.

• Click on the phone number that is currently on hold and swap the calls.
  ⇒ You will see the active call in the green banner at the top of the screen and in the phone section as In call.

While you have an active call and one call on hold, you can add both calls to a three-way conference.

1. Drag the call on hold per drag&drop towards the active call.
   ⇒When you start to drag the call on hold, the icon for the three-way conference appears.
2. Drop the call on the Conference icon.
   ⇒ The three-way conference will start.

Interactive Blind Transfer

When you are in a call with someone and want to transfer the call to another person without asking the latter if the transfer is possible:

1. Select a name from your favorites list/phone book or type in the search field.
2. Drag and drop the selected name to the call section on the right.
   ⇒The Transfer button appears.
3. Drop the selected name to the Transfer button.
   ⇒The transfer has been successful if the snack bar at the bottom of the screen displays Call forwarding successful.

Interactive Attended Transfer

When you are in a call with someone and you want to transfer the call to another person and you talk to this person first and he/she decides whether to accept the call or not:

1. Select a name from your favourites list/phone book or type it in a search field.
2. Put the first call on hold.
3. Call the second person while the first call is on hold.
4. Transfer the held call to the active cal via drag&drop.
   ⇒The transfer has been successful if the snack bar at the bottom of the screen displays Call forwarding successful.

Non-Interactive Blind Transfer

When someone is calling you and you do not want to take the call but to to transfer the call to another person without asking this person if the transfer is possible:

1. Click on the Transfer button next to the caller name.
   ⇒An entry field Forward call to appears.
2. Start typing the name of the person you want to forward the call to.
   ⇒The full name appears below.
3. Click on the name.
   ⇒The transfer has been successful if the snack bar at the bottom of the screen displays Call forwarded to [name of the person].

You can see who originally called if a call has been transferred to you.

The original caller appears in the pop-up window. The orange line in the pop-up shows you the person who has transferred the call.

When you are in an active audio call, you can switch to a video call. You can see the video call button (camera icon which is crossed out) in the top right-hand corner.

1. Hover over the video call button.
   ⇒ The tooltip Activate video will appear.
2. Click on the video call button.
   ⇒Once the video has been activated, the video call button changes to a video camera icon.
   ⇒If you now hover over the active video call button, the tooltip Deactivate video will appear.

If both parties have activated their video by clicking on the video call button, you can see the following:

• your own video in a small window (2),
• the video of the other party in the larger window (1) (if the other party has not activated the video, the larger area is grey).

Click on the Cinema mode button to activate the cinema mode.
⇒You can see the video of the other party in cinema mode, and your own video in the top right-hand corner.

In the cinema mode, you can:

When you are in an active audio or video call, you can switch to screensharing. You can see the screen sharing button in the top right-hand corner.

1. Hover over the screen sharing button.
   ⇒The tooltip Start sharing your screen will appear.
2. Click on the screen sharing button to start sharing your screen.
   ⇒A selection dialogue opens (part of Chrome).
3. Select between the following options: Share the entire screen (1), Share an application window (2), Share a Chrome tab (3).
4. Click on Share to start screensharing what you have selected.

The screen sharing has been activated.

• If you have opted to share a Chrome tab, the message Sharing [website name] to start.cloudya.com appears at the top.
  Click on Stop sharing to stop sharing your screen.
• If you have opted to share a window or your entire screen, at the bottom of your screen you can see the snack bar Start.cloudya.com is sharing a window or Start.cloudya.com is sharing your screen.
  Click on Stop sharing to stop sharing your screen.
  Click on Hide to remove this information from your screen.

1. To change what you are sharing, click on the screen sharing button.
   ⇒The two options will appear, Change what you are sharing and Stop sharing your screen.
2. Click on Change what you sharing.
   ⇒The Chrome selection dialogue will appear.
3. Select what you would like to share from the three options mentioned above.
4. Click on Share to start screensharing what you have selected.

Here you will find all app parameters.

The settings are clustered into seven sections:

• User
• Call forwarding
• Queues
• Function keys
• Fax
• Download
• Info

The User section consists of two tabs, Default and Voicemail.

In the Default tab, you can

• Change your username (email address)
• Change your password
• Select your Primary device
  You can select a primary device from a preconfigured list of devices set by your administrator, e.g. web app, mobile app, desktop phone etc. If you are part of a skill or a queue, you will receive the calls on your primary device only.
• Select your app language
• Activate/deactivate welcome sound which will be heard upon starting the app
• Activate/deactivate Call waiting indication
  Call waiting indication is deactivated by default. This means that if you in a call, you will not be notified of another incoming call. If, on the other hand, call waiting is activated, you will be informed of another incoming call – usually by a short acoustic signal consisting of two short, rapid successive tones. In this case, the caller does not receive a busy signal, but hears the regular dial tone.
• Activate/deactivate the Intercom function
  The intercom function is deactivated by default. When your device is marked as intercome and selected as a primary device, a caller can use the star code *80 + the number of your extension to be directly put through to you without your phone ringing.
• Activate/deactivate Parallel ringing
  Parallel ringing is deactivated by default. If it is activated, you can select an extension name or a phone number and save the selection. When you receive a call, both your extension and the extension/phone number you have added will ring.

In the Voicemail tab, you can

• Activate/deactivate the option Send voicemails via e-mail
• Activate/deactivate the option Delete voicemails once e-mailed
• Change your voicemail PIN

Set call forwarding parameters.

For more details, see the chapter Call forwarding.

In this section, you can configure and manage queues.

Call queueing allows calls to be placed on hold without handling the actual enquiries or transferring callers to the desired party. While in a call queue, the caller is played pre-recorded music or messages. Call queues are often used in call centres when there are not enough employees to handle a large number of calls. Call centre operators generally receive information about the number of callers in the call queue and the duration of the waiting time. This allows them to respond flexibly to peak demand by deploying extra call centre staff.

To add a queue:

1. Click on the + icon in the top right-hand corner. 
   ⇒A pop-up to add a queue appears.
2. Search for the name of the queue.
   ⇒A drop-down list with queues appears.
3. Select a queue.
4. Click on Save. 
   ⇒The queue has been added to your list.

To log out of a queue:

1. Hover over a queue.
   ⇒The Log out of the queue button appears on the left.
2. Clck on this button to log out of the queue.

In this section, you can add function keys for quick access in your Favourites list.

1. Click on the + button in the top right-hand corner.
   ⇒A new window opens.
2. Under Key, select a number to define where your function key will appear in your list.
3. Under Name, assing a name to your function key.
4. Under Type, select the type of a function key.
5. Under Target, enter an extension number, a contact name or a function code.
   Should you opt for a function code, make sure to enter it in the right format, i.e. * + number, e.g. *80.
6. Click on Save.
   ⇒The new function key has been added and is shown in your list.

1. Click on Add fax or the + button.
   ⇒A new window appears.
2. Enter your fax login and PIN.
3. Click on Save.
   ⇒The fax is added to your list.

Once the fax extension has been added, the fax feature will appear in the menu on the left.

In this section, you can:

• See your fax history
• Send faxes

To send a fax:

1. Select an eFax name from the drop-down menu, if you have more than one fax extension added.
2. Enter a number you want to send the fax to.
3. Tick Send with cover sheet if you want to attach a cover sheet to your fax.
4. Drag&drop a PDF file you want to send.
   ⇒The preview will show your file.
5. Click on Send.
   ⇒Adding fax to queue is displayed in the snack bar at the bottom of the screen. The fax has been sent.

To add a fax cover sheet:

1. Click on the + button next to the Add cover sheet.
2. Enter the name, sibject and the message of your fax. The preview of your fax is shown on the right. Please note that the date and sender are added automatically.
3. Click on Save.
   ⇒The cover sheet has been added to your list.

In this section, you will find the current version of the Desktop Apps for Windows and macOS for download:

• Download Cloudya for Windows
• Download Cloudya for Windows - CRM Connect
• Download Cloudya for Mac
• Download Cloudya for Mac - CRM Connect

in this section, you will find more information on the app:

• Current app version
• Imprint
• Data protection
• GTC

With call forwarding, you can forward your calls to a specific destination depending on a chosen scenario. You can create your personalised profiles for certain scenarios, e.g. "Vacation", and set a target phone number to which calls can be forwarded to.

Each user has an automatically set call forwarding profile – the default profile – with the following properties:

• It is active per default
• It cannot be deleted
• Call forwarding destination can be edited
• It does not have source-based call forwarding

1. Click on the + button in the Profiles tab.
   ⇒A pop-up window to create a profile appears.
2. Define the title and the number of the profile. Furthermore, you can add a colour to your call forwarding profile.
3. Click on Create.
   ⇒The new call forwarding profile has been added.

- Define a title and the profile number for your profile. You can also define a colour for your profile.

To select a profile, tick the circle next to the call forwarding profile.
⇒The circle has a blue dot inside it, which means that the profile has been selected.

To activate a profile, go to the destination section and make your call forwarding selection.

You have created a profile "Vacation". To define exactly what this profile should do, you can either activate one of the call forwarding conditions

• Always
• Busy
• No answer
• Not registered

or you can set a rule and use source-based call forwarding (for more information, see Source-based call forwarding).

- In order to activate a profile, click on the blue dot next to the profile name.

There are four call forwarding conditions, Always, Busy, No answer and Not registered.

1. Select a call forwarding condition.
2. Select a call forwarding destination via the Destination dropdown below the call forwarding condition. You can select between three options, Voicemail, Busy and Phone number.

What do the call forwarding conditions mean:

• Always

The call will always be forwarded. The caller will be forwarded directly to the defined destination.

Please note that if this forwarding condition is active, it will influence the call destination on Global DND. That means that Global DND will have the same call forwarding destination as defined here.

• Busy

The call will be forwarded if your extension is busy. The caller receives a busy signal and will then be forwarded to the defined destination.

Please note that if this forwarding condition is active, it will influence the call destination on Global DND. That means that Global DND will have the same call forwarding destination as defined here.

• No answer

The call will be forwarded if you do not answer within a defined time limit. The caller receives a waiting signal and will then be forwarded to the defined destination.

The time limit can be set to 5, 10, 15 or 20 seconds by clicking on the number dropdown.

• Not registered

The call wil be forwarded if your device is not registered on PBX (e.g. broken cable etc.). All incoming calls will be forwarded to a defined destination.

1. Click on the duplicate button .
   ⇒ The pop-up window will appear.
2. Select a profile you would like to duplicate.
3. Enter a new profile title.
4. Choose a profile number.
5. Click Save.
   ⇒The new profile will appear in the list.

Please note that the Conference tab is not available in the menu by default.

To join a conference that you have not subscribed to, you need to know the conference name or the extension number, and the conference PIN.

1. Enter the conference name or extension number in the search bar.
2. Click on Conferences.
3. Double-click on the conference or press Enter to join the conference.
   ⇒ You will be asked to enter the conference PIN.
4. Enter the conference PIN.
   ⇒ You have now joined the conference.

1. Enter the conference name or extension in the search bar.
   ⇒ You will see results in the active search, grouped by type and in alphabetic order.
2. Click Conferences.
3. Click on the + button next to the name of the conference.
   ⇒ A pop-up window will open.
4. Enter the conference PIN.
5. Click on Subscribe.
   ⇒ If it is the first time you have subscribed to a conference, the Conference tab will appear in the menu.

To subscribe to a conference from the Conference menu

1. Click on the + button.
   ⇒ The search results will appear in alphabetic order.
2. Click a conference you would like to subscribe to.
   ⇒ A pop-up window will open.
3. Enter the conference PIN.
4. Click on Subscribe.

Hover over the conference.
⇒ The conference icons are visible:

In a conference, a host and participants can:

3. Log in to the Desktop App and open Settings.
After about a minute, CRM Connect will Appear as a new tab under Settings.

4. Click on CRM Connect to start configuring your CRM integration.

1. Click on Open CRM Connect configuration.

A new window will open in the task bar.

2. Click on the Integrations tab.

3. Click on (Add new) under the Integrations tab.

4. Click on the Integrations drop-down menu.

5. Select the CRM application you want to integrate.

6. Click on Add.

A configuration page will open.

7. Enter the remaining settings according to the page dialogue.

8. Click on Save to complete the integration.

Click on Cancel to cancel the configuration of a new integration.

Click on Delete to remove a previously configured integration.

2. Open the file and follow the installation wizard.

3. The installation wizard requires the repeated entry of the password.

4. After successful installation, the installation wizard can be closed.

1. After Cloudya has been started, the Integration application also starts.

2. Further CRM systems can be added in the configuration under Integrations.

3. Select menu item (Add new)
4. Press the Drop-down button
5. Select CRM system
6. Click Add

7. A help menu is available for each CRM integration

For each CRM system listed, a detailed step-by-step guide is available via the Help button.

Dialling

CRM Connect offers you various outbound calling methods.

This dialling methods displays a dial icon for a field containing a phone number.

The field must be selected first or be in "focus" for the dial icon to appear.

Clipboard dialling enables quick dialling by selecting and copying telephone numbers.
A dial pop-up prompt automatically appears when the number is copied to the Windows clipboard, either by keyboard or by mouse clicks – simply click the phone icon to make the call.

ScreenRead dialling allows any telephone number visible in Windows applications, documents, email signatures or images containing phone numbers to be dialled.

– Position the mouse cursor over the number to dial and hold CTRL+SHIFT to activate the "capture" box.

The "capture" box will automatically convert anything that appears to be a telephone number into a click-to-dial button.

Browser Extension

Web dialling enables you to make outbound calls directly from a web browser.

1. Select a web browser extension to install.

2. Configure dialling directly from a web page for Edge, Opera, Chrome or Firefox.

Enable TAPI-compatible application to assist with dialling:

– Enable TAPI driver (dial only), "CallTo" protocol handler, or TAPI request handler.

TAPI driver ( dial only): This option is more commonly used than TAPI request handler, as is the case with CRMs such as Goldmin, ACT! and other desktop-based platforms. This selection is for CRM systems that support TAPI drivers via the phone and modem options on the PC. In compatible CRM systems, such as Goldmine, the UC TAPI driver can be selected from the application to initiate an outgoing call from the CRM system via CRM Connect.

CallTo protocol handler: By enabling this option, CRM Connect automatically recognises the CallTo protocol that is formatted accordingly (e.g. CallTo:[0123456789]) to initiate acall via CRM Connect.

TAPI request handler: This is used far less frequently than the TAPI driver. This feature supports CRMs that make a request to "ialer.exe. There is no configuration within the CRM, but CRM Connect creates a registry setting in dialer.exe to use CRM Connect for outbound calls.

Under the Advanced tab, you will find the following:

• application-specific version details
• language settings for the CRM Connect menu
• customer feedback option which, once selected, will enable communication of anonymous data to help improve the product
• application logs that contain details about the software configuration