Crosswind Communicator Guide

Communicator 1

You will see this window populate and here is where you would want to enter your user name and password. Username will be your email address and your password will be provided to you by us. The nice thing about it is that you only have to enter this information one time and it will stay so that you will only need to push the LOGIN after the first time you log-in. Now once you have logged in this window should appear:

Communicator Dial pad screen

This is the default setting on how it will look and you can change it to suite you. Now with this part of the communicator you are able to dial a number and call it by pressing the Green CALL button, your desk phone will ring and once you pick it up it will be calling the number that you entered in the dial pad on your screen. Another nice feature about this is you are also able to park a call by pressing the Orange PARK 1, PARK 2 and PARK 3 while on the phone to PARK it instead of hitting it on your phone. While you are on a call you are also able to TRANSFER and VOICE MAIL TRANSFERRED a call to another extension or mailbox. You will see these two Transfer buttons under the pound sign and the Park 3. This dial pad also includes the option to MUTE and UN-MUTE your call as needed. It also has the standard REDIAL the last number dialed and a personal HOLD button.

In this same window you have the option to use the drop down window which says DESK PHONE to change it to a SOFT-PHONE. The Soft-phone can be used as a phone via your computer no actual desk phone needed. This is convenient if you are away for business but you still want to call using the office number, this gives you that ability. You can receive calls on the Soft-phone and make calls as needed. Whats a plus is that if you park a call anyone in your office can still pick up that park on there desk phones in the office and you can pick up a call they park for you as well on your soft-phone.

Now as you look toward the bottom of the communicator you will see three more tabs BUDDIES, GROUP CHAT and CONTACTS & EXTENSIONS. We will first go over the BUDDIES tab so once clicked your screen should change and look like this:

communicator buddy list screen

On this screen you are able to see all the buddies you have selected to make as buddies and from here are able to see what status they are in. Here you can already see what people are AVAILABLE and OFFLINE.

AVAILABLE: they are able to be messaged and or called they are online.                           OFFLINE: they are not able to be messaged and may be out of the office.                            You can set all different types of states like Available and Offline. Some people make statuses that are IN MEETING, LUNCH, AWAY, BUSY, etc. You have the ability to set them up as needed/wanted. Now these Buddies are only those extensions that are in your office system.

When you are wanting to chat with one of your buddies you can double click and this window will pop up where you are able to message the person you have selected and the window should look like this: (you can change the color of text and window)

communicator chat window

You can also click the little tab on the buddy bubble and this window will populate:

communicator buddy right click

As you can see you have the ability to call this extension. Below that you have the availability to leave this specific extension/buddy a voice mail.

Communicator Buddy alerts when

Here you are able to to set what alerts you want to hear with that extension. You can set it to make a noise when the person is off the phone, when they are online or offline.

communicator buddy ACD Actions

Here if you do use an ACD group then this is where you are able to log in and out of the Queue. Under this same tab you are able to go into Listen/Whisper mode.

Below the ACD Actions you see Delete Buddy. This will delete the buddy from your buddy list but you can always re-add as needed.

Group chat screen

Next is the GROUP CHAT and with this you are able to  create a new group chat and you can add what buddies you want in the chat. Depending what groups get added and who adds them, you will only be able to delete the chat groups you create.

When creating a New Group Chat you will click on the NEW GROUP CHAT and a window should pop up and it should look like this:

Communicator Group Chat New group

Here you can name the Group chat in the INVITE DESCRIPTION part. Under the INVITE USERS this is where you will add extensions to your group chat, you will click the box to the left of the extension name and this will add the extension to the group chat you are creating. When you are done you will hit INVITE & CREATE.

The next tab is the CONTACT & EXTENSIONS here you can see your contacts and everyone in your office network.

contacts & extensions . contacts pagecontacts & extensions . extensions page

The screen on the left is the first screen that will appear by default and that’s the CONTACTS window and the other tab EXTENSIONS and to the right.

If you click on a contact or extension you want to call your phone will ring and when you pick it up you will hear ringing and it will connect you to who you clicked on.

Top portion of the Communicator

Next look to the top of communicator where it looks like this:

As you can see here you can access your VOICE MAIL, CALL LOGS, CONTACTS and PHONE SETTINGS.

VOICE MAIL: Once you click on the VOICE MAIL a window should pop up and look like this:

Communicator voice mail windowNow here you will be able to see the voice mails that are in your box. Also from this screen you can double click the voice mail and listen to it on the computer. If you right click on the voice mail a small wind will pop up that will allow you to: RETURN CALL, MARK MESSAGE SAVED, DELETE MESSAGE. 

RETURN CALL: If you click this you will call back the number that left you the message.

MARK MESSAGE SAVED: This will mark message as saved.

DELETE MESSAGE: This will delete message from the communicator and the phone.

You will notice that at the left bottom corner of the voice mail window you will see MAILBOX SETTING. When you click it this window should appear:

Communicator voice mail.mailbox settings windowIn the VOICE MAIL SETTING’S window you can set your email address to receive either just an alert of  the mailbox having a message or a copy of the message sent to the email. You are also able to set an alert to send to your cell phone that your mailbox has a message. Make sure that if you are setting an alert to go to your voice mail that you select which carrier you cell phone is with.  you can set your voice mail password here as well if you wish to change it. Here you are also able to make changes to the voice mail settings like auto play message or play message time stamp and play caller id. Once you have set the changed you want then hit APPLY and it will save the changes to the system. Also a reminder is that the system take up to 15 min for changes to sync with the system.

CALL LOGS: Here you are able to go through your inbound and outbound call logs as shown below:

Communicator Call log drop down window for outbound and inbound

Communicator Call log out bound window Communicator Call log inbound window

CALL RECORDS: Here you are able to pull up all the calls that you have recorded and play then back or save to a WAV file. The first window that will pop up should look like this:

Communicator Call RecordingWhen you have a call recorded you will highlight the recording you want to listen to, left click the mouse twice and then another window will pop up and allow you to listen, save or delete recording.  If you chose to save it then another window will pop up that should allow you to set it as a WAV file and you can name it what you want then save.

CONTACTS: This is where you will be able to see your contact list and chose from different contact lists that you have.

Communicator contacts drop down pageCommunicator Contacts page window

When importing VCARD CONTACTS you can select who can see it and what group they go to. Once you select the file you want save and it will upload it. Also the bottom window shows the syncing with outlook.

Communicator Contacts import VCard ContactsCommunicator Contacts import VCard Contacts Select FileCommunicator Contacts Sync With Outlook Window

PHONE SETTINGS:  When selecting PHONE SETTINGS this window will populate.

Communicator Phone Settings Window Callfwd.Callpairing

CALL FORWARD/CALL PAIRING:

Here you are able to set the number you want for the PHONE PAIRING and the CALL FORWARDING. Here you  are also able to ENABLE and DISABLE both the pairing and forwarding feature.

PAIRING: This will ring your desk phone as well as whatever number you set such as your cell phone.

CALL FORWARDING: This will not ring your desk phone it will transfer the call straight to the number/cell phone you have set it to.

RINGTONES: Here you have the option to set the ringer tone and you only have 5 choices the chose from. Once you have selected the ones you want make sure to hit APPLY.

Communicator Phone Settings . Ring Tones

BUTTON MAPPING: Here is where you are able to set a SPEED DIAL or an STATION/EXTENSION.

communictor Phone Settings. Button MappingAll the buttons listed in the CUSTOMIZABLE BUTTONS area are buttons on your phone that you can configure which will override and values set by your system administrator. You will not directly see the values that they have set for these buttons. Once you have highlighted a button from the list, the values will populate in the SETTINGS area based on the type of button currently configured in that position.

TYPE: This is the station type key that allows you to configure a button with a Busy lamp field that will be linked to an extension number in your local office or one of your branch offices. The Busy lamp field will control the light based on the status of the extension that you program into the button.

CAPTION FIELD: This is the text that will be displayed on your phone if you have a phone that supports it.

NUMBER: Will be the extension you want to set or the speed dial number you want to set.

When you are done making your changed make sure to APPLY & RESTART PHONE.

Next we will go over the very top of the communicator.

Communicator Very Top Section

OPTIONS: allows you to select PREFERENCES & EXIT  the communicator.

Communicator Options Drop DownCommunicator Preferences . General

PREFERENCES: Here is where you will be able to set the GENERAL INFO on your communicator and LAYOUT, NOTIFICATIONS, STATES, CHAT SETTINGS, OUTLOOK, SOFT PHONE.

GENERAL: Here you will need to set up how you want your communicator to start up whether you want it to pop up as Available, Offline, Away, etc.                                             We don’t recommend you mess with the FIRST PARK or LAST PARK unless you know what your doing. The PARK IN ZONE is if you have multiple departments. The QUICK REDIRECT EXT will allow you to redirect a call you haven’t answered to any ext you chose.

LAYOUT: This allows you to change the way your communicator will look.

Communicator Preferences . Layout

Example of Dial pad always visible:                                                                                                                         Example of Buddy list operator console:

Communicator Preferences . Layout top box checkedCommunicator Preferences . Layout bottom box checked

NOTIFICATIONS: This allows you to be able to set when a buddy goes online or offline.

Communicator Preferences . NotificationsSTATES: Here you are able to set new states. You are able to make your own caption along with sending an auto response message you can send to anyone if they send you a message while your in that state just make sure you hit ADD on the bottom left side, then highlight the new one and enter all the caption and other info under the setting area. Where it says desk phone action this will allow you to enable/disable call forward on all your calls, enable/disable call pairing your calls when in this state. In the Status condition this will allow you to set if to away, offline or available. Make sure to hit apply in the bottom right corner to save the changes before closing.

communicator Preferences . States 1 Adding new state

Communicator Preferences . States 1 DPA Drop down(drop down of Desk Phone Action)

Communicator Preferences . States 1 SC Drop Down   (Status Condition drop down)


Chat Settings: this allows you to be able to set the color of the chat background color, from and sent text color and font size.

Communicator Preferences . Chat Settings

Outlook: This allows you to sync your outlook with your communicator so you can see your outlook contacts in your communicator. First you will want to pick where you want your contacts to be saved to (Personal, Department) and then if you want to make private or public then once those are set you will go to the plus sign on the right side then another window will pop up and you select the file and it will take a few minutes to sync.

Communicator Preferences . Outlook

Softphone: Here you are able to select your output and input devices as well as set up your ringer type and also able to set the dial pad tone to be on of off when dialing a number (DTMF Tones).

crosswind communicator softphone

Reporting: This is where you are able to print out any type of call reports you will need no matter what type of day, hour, week, extension, ring group, inbound and outbound etc. Just click the one you want and enter the information and within a moment you will have your call report and can print it at your convenience.

Communicator ReportingCommunicator Reporting . CDR Pop Out Communicator Reporting . DLR Pop out Communicator Reporting . ELR Pop Out  Communicator Reporting . MSR Pop outCommunicator Reporting . Hourly reporting window

ACD: Here you are able to log in and out of the queues as well as run reports on the queues. You are able to print there reports out as well for your convenience.

Communicator ACD . ACD Reports Pop Out Communicator ACD LIQ Pop Out Communicator ACD LOOQ Pop Out

communicator buddy ACD Actions

Communicator ACD Window

Ring Plan Override: This function will allow you to override your system. For example: If you come in early to work and want to switch it to Day mode before the schedule time to start the day early this is where you are able to override your system, as well as put it back into schedule mode for the automatic roll over. Just highlight the one you want and click.

Communicator RPO Window

Help: Here the Help button will let you got to the Knowledge Base which will bring you to a link with all the manuals for your system. With the check for updates this will allow you to make sure that you are running the current up to date version of the communicator. The about will bring you a link to out website for Crosswind Cloud Solutions.

Communicator Help window

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