ConnectMe (Web Softphone)

ACCESS THE PBX DIRECTLY ON THE WEB

ConnectME is our new omnichannel platform where you can access much of what Dstny has to offer.

SYSTEM REQUIREMENTS

• PC Windows 7*
• Mac OS X 10.11 El Capitan
• Google Chrome 90.0.4430
• Firefox 74

*Will not be updated after January 15, 2023.

LOG IN

You can access ConnectME at my.dstny.se. You should have received login credentials from our support or via your PBX administrator. You can also link your PBX user account to your Microsoft account for single sign-on, providing secure and easy access.

INTERFACE OVERVIEW

1. Call List
2. Filter
3. Edit Call History
4. Search Field/Number Field
5. Keypad
6. Presence
7. Display Number
8. Profile
9. Call History
10. Contacts
11. Voicemail
12. Schedule References
13. Chat
14. ACD
15. Analytics
16. Omnichannel
17. Recordings
18. Help
19. Settings
20. Active call

Call List

Under the Calls tab on the left, you can see all your calls sorted chronologically. Click on a call to get more information about the call and contact.

Here you will find:

• Button for contact information.
• Button to send SMS.
• Button to chat.
• Button to call.

You can also see the call history with its duration and time.

Filter

Filter call history to show all calls or only missed incoming calls.

Edit Call History

You can clean up your call history by deleting individual calls or all calls from your history.

Search Field/Number Field

If you want to find a contact or a number, you can search in this field. If no contact is found on the number, you can call it directly or choose to send an SMS. The same applies to a found contact—you can call, send an SMS, or expand to get more information about the contact and see all their numbers.

Keypad

The keypad has two main functions:

1. Enter a number using the mouse or by typing a number to initiate a call directly.
2. Enter a DTMF code when prompted to select a menu option in a call, e.g., “for English press 1.”

Presence

Select the desired reference from the dropdown menu and confirm. You will find your shortcuts to, for example, be Busy for 120 minutes and all your references to manage end time and day yourself.

The reference will be shared with your colleagues, and you can see theirs to know if it’s appropriate to contact them.

Display Number

If you have multiple numbers linked to your user, you can choose which number to display when making an outgoing call.

Profile

By clicking on your avatar in the upper right corner, you can see information about your profile. This is also where you log out of ConnectME or write a status update visible to colleagues in your organization.

Call History

Click to view your call list and history.

Contacts

Under the Contacts tab on the left, you can see all your contacts. They are displayed as follows:

• To the right: The entire company directory and your external contacts.
• To the left: Your groups Favorites and VIPs.

In the contact list, you can see the contact's group affiliation, name, reference, and line status. For example, a user can have the reference Available or Meeting while on a call, and you can create rules that act on one or both for incoming calls and contact.

Hover over a contact to get the options to send SMS, chat, or call.

Click on a contact to view contact information or to make contact. You can also assign the contact to a group for easier access next time.

Voicemail

In the menu on the left, you'll find the voicemail tab, where you can listen to and manage your recorded voice messages if you missed a call and the caller chose to leave a message. It's also easy to contact the person who called you directly from the voicemail field. If you have access to group voicemails, you'll also find them here under the Group tab.

Calendar

To schedule a reference directly from ConnectME, select the calendar in the menu on the left. Click on the desired day and approximate time in the schedule, then give the reference a title and set the reference and time. You can also choose a role and if your colleagues should see a specific status message on your user.

Answer Groups

Under Answer Groups, you can see all the answer groups you are a member of. You can easily log yourself in and out using the switch on each group. On the group tile, you also see an overview of agents and calls in the queue. Click on an answer group for more information about the agents in the group.

If you are a Supervisor/Manager, you can also log other agents in and out and see statistics for the answer group. To choose which statistics to see, select the answer group, press the three dots, and select Edit dashboard.

Selecting Call history to view and filter calls to the specific answer group. Clicking a call will give you more info on how the call was handled.

Internal Chat

Under the Chat tab, you can see all your ongoing chats with your colleagues. You can also start a new chat by searching for a colleague in the search field or clicking the icon at the top of the chat list. Here, you can also start a group chat by clicking "Create a group."

To edit an existing group chat, click the i-icon in the upper right corner of the chat. Here, you can add and remove members or leave the group.

Click on a chat to view the history or write something new. In each chat, you can also see if the message has been received and read by the colleague.

• Unread message

• Read message

Help

Under the Help tab, you see the version number for ConnectME and the terms that apply.

If you need to contact our support regarding ConnectME, it is always helpful to include version information from the Help tab.

Settings

Here you will find application settings for ConnectME and your profile.

You can set:

• Language and time zone.
• Settings for sound and devices.
• Shortcuts and hotkeys.

Active Call

When you receive a call, you can answer it by clicking the green button in the call box that appears on the right side of the application. You can have multiple active calls simultaneously, but only one can be active (not on hold) at a time.

In the call widget, you also receive metadata from the PBX that can show if the call, for example, comes from an answer group. You can also quickly see if the call was transferred from a colleague in the PBX.

During a call, you can manage the call and make certain audio settings.

• Hover over the name of the person you are talking to for the option to copy the number.
• Click the microphone icon to toggle between muting and unmuting your microphone.
• Click the pause and play button to toggle between holding and resuming the call.
• Expand more options for the call by clicking the three dots or the arrow to the right of the name or number you are talking to.
• End the call by clicking the red button with the handset icon.
• If you have an active call on another device, you will see an option in your ConnectME call box to take over the call and manage it in ConnectME instead of, for example, your mobile phone or Teams.

When the call is expanded, you get more options for the call:

• Keypad to enter DTMF code during the call.
• Send SMS to the person you are talking to.
• Transfer the call to another number or contact.
• Light settings to change the microphone or audio output for the call.

Transfer Call

To transfer a call to a number or colleague, you can either search for the colleague or number in the search field and select the arrow for a direct transfer or click the handset icon to first call and then transfer the call.

You can also click the arrow in the call window to go directly to the search field to search for a number or colleague and choose direct transfer or call first.

If you make a supervised transfer and call the parties first, you will see two active calls. You can see which call you are currently talking to by the darker color of the call window, and that call has the pause button to put the call on hold. When you want to connect the calls, click the button to connect here.

If you have more than two calls going, you get a choice when you click connect here to select which calls to connect.

For a direct transfer, hover over the green field, grab the arrow, and drag the call to the contact or user you want to transfer the call to.

Now you know everything about ConnectME! We look forward to offering more new and better features directly in the same ConnectME interface.