Mobile App Walkthrough

Mobile App Walkthrough

User Guide to the Reliable PBX Mobile App

Note: Click the arrow next to "User Guide" to view the table of contents for this article:


Downloading the app

After you receive your login credentials over email you can go to the App Store or the Google Play Store to download the Reliable PBX App.

Appearance of the app when downloaded: 


  1. iOS Download
  2. Android Download

App Settings

Once you open the app, you will login with the credentials provided. 

From there, you can swipe up on the bottom of the screen and select Settings:


Then General Settings


Your settings can be set up 2 different ways.
With In-App dialing - all work related actions will be made within the app.
  1. Inbound calls will show up as a call, once answered you will be routed to the app.
  2. Call history on your mobile phone will show "Reliable PBX Audio" underneath any inbound or outbound calls made in the app. 
  3. Outbound calls will be made in app, by selecting the dialer on the bottom right. 
To ensure your app is set up for In-App Dialing, please use the below as a reference for your settings > general page: 


Cellular Dialing:

With Cellular Dialing - Inbound and outbound calls will route through your native dialer (come in / go out as a normal call).
  1. If enabled, you will want to simultaneously enable "Request Confirmation" in settings.
  2. Request confirmation will provide a message when answering a call, such as "You have an incoming call. Press 1 to accept, or 2 to reject." 
This is beneficial for two reasons: 
1) With the call coming in as any other, this helps you differentiate business from personal. 
2) With this enabled, unanswered or rejected calls (pressing 2) will go to your company voicemail box instead of your personal mailbox. 
  1. Outbound calls using cellular dialing will be made within the app, but transfer to your native dialer after clicking the call button. 
To ensure your app is set up for Cellular Dialing, please use the below as a reference for your settings > general page: 


Call History



Your call history tab has three viewing options: 

  1. My Extension: This will show all calls directed to, pick up by, or made by your extension. 
  2. All Extensions: This will show inbound and outbound calls directed to, picked up by, or made by other extensions on the account. 
  3. Missed: This will show missed calls. When selected, you can switch between "My Extension" and "All Extensions." 

View Contact Information:

To view contact information from call history, click directly on the record (the information will populate if saved in your phonebook): 


Calling Outbound & Sending SMS from Call History:

To call outbound from call history, swipe to the right on the number you are trying to reach:



To send a chat from call history, swipe to the left on the number you are trying to message: 



Do Not Disturb (DND)

What is it? 

Do not disturb, while enabled, will block calls to your extension. Any attempts made will be sent directly to your company voicemail box.

Enabling and Disabling DND:

DND can be enabled/disabled by clicking the icon with your extension number on the top left of your screen and selecting "Enable DND" or "Disable DND".

When DND is active/enabled your extension number on the top left of your screen will be RED:  


When DND is not active/disabled your extension number on the top left of your screen will be WHITE:  


Contacts



Business vs Personal Contacts: 

In contacts, you can switch between business (phonebooks added to the app) and personal (personal contacts).

Business Contacts are contacts that are added to phonebooks within the app.
  1. Information added here will be assigned and visible in call history. 
  2. Public phonebooks will be visible to any extensions under the account for your company.
  3. Private phonebooks will be visible for your extension only. 
Personal Contacts are contacts that are from your personal cell phone. 
  1. Contacts from your personal list will not be assigned or visible in call history
  2. Personal contacts are visible for your extension only. 
    1. Note: Your personal contacts will not sync to the Relibale PBX servers and we will not have access to these contact in any way


Calling Outbound & Sending SMS from Contacts:

To call outbound from your contact list, swipe to the right on the person you are trying to reach:



To send a chat from your contact list, swipe to the left on the contact you are trying to message: 



New Contacts:

To add a new contact, you will press the icon with a person and a plus sign on the bottom right corner of the contacts tab.

You will then enter the customer's information in the fields available, then Save: 


New Phonebooks:

To create a new phonebook, you will click the icon with the plus sign on the top right corner of the contacts tab.

From there, you will:
1) Label/name your new phonebook
2) Select private (visible to your extension only) or public (visible to all extensions on the account)
3) Add the fields you want for new contacts


Chat



How to Start a New Chat:

1) Click the pencil icon on the bottom right of your screen: 


2) If you are selecting from contacts, you can hit the plus  "+" icon, then select from the desired phonebook and click the check mark to confirm:


3) If you are entering a number not in contacts, or want to search for a contact from this bar, you simply type in the name or number you are trying to send a chat/SMS to:
  1. You will see the contact populate if it exists in one of your company phonebooks
  2. If it does not exist, you will have the option to "Add Number," as shown below: 
Once the name, number, or contact has been selected or inputted, click done.


4) Type the message you would like to send and click the upward arrow to send the message:


Voicemail



Increase/Decreasing Speed on Voicemails

  1. You can increase the speed by clicking the x1.0 icon on the top right while the voicemail is playing.
  2. The options include x1.0, x1.5, x2.0



Calling from the Voicemail tab:

  1. Swipe to the right on the voicemail to call outbound


Deleting Voicemails from your Mailbox

  1. Swipe to the left on the voicemail to delete it from your mailbox


Accounts



Have extensions with multiple Reliable PBX accounts? 

  1. You can log in to both accounts here and easily switch between the two:
  2. The user with the crown is the PRIMARY user for the account. The credentials for that account will be used to log in. 
  3. If your primary account or extension is being deleted for any reason, you must first UNLINK your accounts. 
    1. Swipe to the left to delete it. 

Support



Chat:

  1. Need something resolved quickly? Reach out to us through our chat feature to speak with an agent live
  2. We are open for live chats during regular business hours: Monday through Friday from 9am to 5pm. 
  3. If we are not able to answer your chat, a ticket will be created in our system and we will follow up by email as soon as we are able


User Guide:

  1. An additional guide for the mobile app available with an easy walkthrough, instructions, and tips for using the mobile app

Privacy Policy:

  1. We pride ourselves in transparency at Reliable PBX
  2. With that, our privacy policy is available for you to review at any time 

Release Notes: 

  1. Missed the last feature release? No problem! 
  2. Click here for a review of our past releases, including updates, bug fixes, new features, and more.

Bug Report: 

  1. Experiencing issues with your mobile app? Report any bugs, glitches, or mistakes here for our development team to review.
  2. We will work closely with our development team to identify and resolve the issues as quickly as possible.


Feature Request: 

  1. Something missing from your Reliable PBX Mobile App experience? Share your thoughts with a feature request!
  2. Your company and name will be anonymous for other users - but feature requests are open to all.
  3. If others agree, they can vote up on your request, or you can vote on other requests that you would like to see implemented
  4. All requests are reviewed by Reliable PBX and our development team and you might just see your feature on the next release!

About: 

  1. This tab provides information on your extension number, account code, and app version
  2. This information may be requested while troubleshooting with a member of our team to help us identify and resolve any issues you may be experiencing


Logs: 

  1. Calls, chats, registration and more are documented here. 
  2. This information may be requested while troubleshooting with a member of our team to help us identify and resolve any issues you may be experiencing

Switchboard



What is it for?

Switchboard provides a clear view of all extensions and their status on the account. 

How do I use it? 

  1. You can call or chat the user directly from the icons available 
  2. The three circle icons are available for admins who wish to listen in, coach, or merge into an active call for employees in training.
  3. If active on a call, that user would jump to the top of the switchboard and their information will be highlight in RED.
    1. The duration of the call will also be visible while they are active. 




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