8x8 Virtual Office Mobile User Guide for...

USER GUIDEVirtual Office Mobile

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Communications

8x8 Virtual Office Mobile User Guide for Android

Version 3.0 November 2012

2


Table of Contents

Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .3

Verify Your Android Version . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4

What’s New . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5

Getting Started . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .6

Virtual Office Mobile Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

Login . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8

Logout or Exit . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8

Understanding the Application User Interface . . . . . . . . . . . . . . . . . . . . . . . 9

Enabling Wi-Fi Settings in Android Phones . . . . . . . . . . . . . . . . . . . . . . . . . .10

Enabling Wi-Fi Settings in Virtual Office Mobile App . . . . . . . . . . . . . . . .12

Enabling Bluetooth Headset Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .13

Enabling 3G/4G Network Settings in Android Phones . . . . . . . . . . . . . . .14

Enabling 3G/4G Settings in Virtual Office Mobile App . . . . . . . . . . . . . . .15

Using The Application . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .16

Understanding Status Icons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .17

Setting up Cell Phone Number . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .17

Setting up Call Forwarding . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .18

Making and Receiving Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .19

Placing a call on Hold . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .22

Call Waiting and Conference . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .23

Transferring a Call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .24

Parking a Call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .25

Video Calling . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .25

Checking Voicemail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .26

Checking Call Logs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .27

Troubleshooting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .28

Wi-Fi Only Mode - Always get inbound calls . . . . . . . . . . . . . . . . . . . . . . . . .28

Problems making calls? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .28

3


Introduction

8x8 Virtual Office Mobile is an app for Android OS smartphones and tablets that allows 8x8

customers to connect to their Virtual Office phone service from any Wi-Fi zone or 3G/4G

network .

Now, your 8x8 business phone extension can be truly mobile!

Once you’ve installed the app, you can log onto your 8x8 Virtual Office phone system from

your Android smartphone and start making and receiving phone calls just as if you were using

your office phone . Your Caller ID even displays your office phone number!

All your 8x8 low-cost calling rates apply so calling from your mobile device has never been

cheaper . Avoid data roaming charges when outside the US by turning off data roaming and

using Wi-Fi hotspots instead of your 3G/4G network; and since your calls are charged under

your 8x8 calling plan, you won’t have international call roaming charges to deal with .

Features

•Make and receive calls over Wi-Fi, or 3G/4G from your android phone or tablet

•Multitasking support so you can receive calls anytime

•Call from your Android or company directory contacts lists

•Forward calls to voicemail, or Auto-Attendant, or an external number

•Place calls on hold

•Make 3-way calls

•Transfer calls to contacts in either your company directory or Android contact list

•Park calls

•Enhance calls with video capability

•Access your extension’s voicemail box

•Access detailed call logs

•Bluetooth support

4


Verify Your Android Version

Virtual Office Mobile Android app only runs on Android version 2 .0 or higher .

Please verify that your Android phone has operating system version 2 .0 and higher . Locate

the version number by clicking Settings from your Android home screen, then About phone,

(you may also have to click on Software information ) Android operating system is listed

under Android version or Firmware version depending upon the manufacturer . The left

image shows Nexus S Operating System . The right image shows HTC Operating System .

Note: Software number, Kernel version or Build number are not the OS version number .

Important VoIP over 3G/4G Notice

Some mobile network operators may prohibit or restrict the use of Voice over Internet

Protocol (VoIP) functionality over their network, such as the use of VoIP telephony over a

cellular network, and may also impose additional fees, or other charges in connection with

VoIP . Be sure to check the terms of your agreement with your cellular phone carrier . 8x8 will

not be held liable for any charges, fees or liability imposed by your cellular/mobile carrier for

use of 8x8 Virtual Office Mobile service .

* Voice quality is subject to Wi-Fi or 3G/4G signal strength and available bandwidth .

5


What’s New

The 3 .0 release of Virtual Office Mobile application for Android OS showcases the following

enhancements and new features:

•New UI for tablets: Virtual Office Mobile now offers a full screen design for 10” tablets .

• Ice Cream Sandwich (ICS) support: The app now extends support to ICS, the latest

version of the Android platform .

•New UI for Dial Pad and in-call screen: A new interface for Dial Pad and in-call screen

provides enhanced calling experience for users . The in-call screen provides options to

place a call on hold, park or transfer a call, and even set up three way calling .

•Added Call Park feature: Call Parking allows you to place a call on hold at one phone and

resume the call from another phone within the Virtual Office . You can park a call when

you answered a call on your desk phone, but wish to resume the call at a different location

or on your cell phone on the go .

•Added Services tab under the Corporate Directory: The Corporate Directory now adds

the Services tab which allows you to call Audio Testing, Auto- Attendant, Voicemail, and

Conference Bridge services with just a tap .

•Added Audio Testing Service call option: Test the output audio quality of your calls

using Audio Testing Service . This service allows you to record and play back a sample

audio to determine the call audio output quality . If you are not satisfied with the audio

quality, you can adjust microphone settings .

•Added ability to set Call Forwarding rules via Settings: Now, you have the flexibility

to forward your calls to your cell phone, or Auto Attendant, or an external number, or

voicemail, or your one number access extension when you are unable to answer a call

from your primary phone . Set up your call forwarding preferences via Settings .

•Added Account/Status option to the application functions list: Learn about your

Virtual Office Account details and status from the Home menu . The status indicates if

you are online .

•Cleaned up settings: The Settings icon provides options to check your wireless and

network settings, set up call forwarding,, set up your cell phone number, and sound

settings .

•Enhanced Redial Feature: For faster redialing of the previously dialed number, just

double tap the call button on your dial pad .

•Auto Unlock w/incoming calls: Allows you to enable or disable automatic unlocking of

the device screen on receiving calls . By default, the device screen unlocks and offers

incoming calls .

• Improved audio processing for better speech quality

•Added support for a new codec that maintains audio quality on lossy network

connections using less bandwidth (pending server support) .

•Auto-formatted phone numbers while dialing

6


Getting Started

Virtual Office Mobile allows you to connect with your 8x8 Virtual Office phone service from

your Android device . 8x8 Virtual Office Mobile is included with the following plans:

•Virtual Office Unlimited Extension

•Virtual Office Metered Extension

•Virtual Office Global Extension

•Virtual Office Pro

•Virtual Office Pro Softphone Edition

Important: Virtual Office Mobile is not available with 8x8 Basic Plans or Shared-Line

Extensions .

To use Virtual Office Mobile, you will need the 8x8 username and password for your

extension .

7


Virtual Office Mobile Installation

1 . Navigate to the Android Play Store as shown below on the left .

2 . Tap the Google Play Store then Apps .

3 . Search for 8x8 or Virtual Office . Tap on 8x8 Virtual Office, then tap the Install button .

4 . Tap the application icon to launch the application once you have completed the

installation .

8


Login

On launching the application on your Android device, you are prompted for your Virtual Office

login credentials .

To login:

•Enter the username and password from your Virtual Office account . If you do not

know your username and password, please contact your phone system administrator

or go to http://virtualoffice.8x8.com and use the Forgot Password tool . After login

is successful, please check the settings of your Android application as described in

the sections that follow . The application behavior can be tailored to your specific

requirements .

Logout or Exit

•To close the application without logging out, click the Android Menu button and then

tap the Exit button . You are still logged in to your Virtual Office extension, however

the application will not be able to recieve inbound calls . Opening the application does

not require you to login . Opening the application will allow you to make and recieve calls

again .

•To log out of Virtual Office Mobile for Android, click the Android Menu button and tap the

Sign out button . Logging out removes you from the 8x8 extension and you cannot make

or recieve calls from your 8x8 extension . Restarting the application requires you to login

again .

9


Understanding the Application User Interface

The Virtual Office application provides a user interface(UI) custom designed for Android

phones and tablets . The UI for Android tablets features a navigation main menu with links to

all the functionality while the interface for Android Phone presents icons for each function .

The home screen in the Android Phone application features navigation icons which allow you

to perform the following functions:

Navigation Icon Functionality

Presents a list of recently processed inbound and

outbound calls .

Access contacts from the personal iPhone contacts to

process calls .

Access contacts from the corporate directory to process

calls .

Offers options to set up call fowarding, network settings,

and access account information .

The User Interface for Android tablets provides links from the navigation main menu to Dial

Pad, Account, Status, and Voicemail in addition to Call Log, My Contacts, Corporate Directory,

and Settings

10


Synchronizing Phone Settings and App Settings

For best results, please synchronize the data network access settings on your Android device

and the Virtual Office Mobile Android application . The application can send and receive calls

over both Wi-Fi and 3G/4G networks . It will call via Wi-Fi first if both are available . You decide

which data network is best for you: Wi-Fi only, cell phone only, or both networks .

Mobile App Behavior Android OS Settings Mobile App Settings

All calls ONLY use cell phone

provider’s network

Only use cell phone

provider’s data network

Only use cell phone

provider’s data network

All calls ONLY use Wi-Fi

network

Only use Wi-Fi network Only use Wi-Fi network

Mobile application uses both

Wi-Fi or cell data network .

App will first try to call over

Wi-Fi and next call on cell

phone network if Wi-Fi is not

available

Use both Wi-Fi network

and cell phone provider’s

network

Use both Wi-Fi network

and cell phone provider’s

network

Enabling Wi-Fi Settings in Android Phones

8x8 Virtual Office Mobile is a VoIP application that sends your phone calls over your data

network . You can use Wi-Fi data networks or your wireless phone company data network

plan . In this section, we show you how to set up Wi-Fi reception on your phone .

1 . Wi-Fi Setup on the Android phone: Go to your home screen and select Settings from the

home screen as shown on the left . If you are using Wi-Fi, select the Wireless & networks

button as shown on the right .

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2 . Tap on Wi-Fi Settings as shown on the left and enable Wi-Fi as shown on the right .

3 . Choose your Wi-Fi network . You may need to enter a security code to enter the Wi-Fi network . Contact your local IT support for questions about your Wi-Fi network . Your Wi-Fi

connection should look something like the figure below .

12


Enabling Wi-Fi Settings in Virtual Office Mobile App

In the last section you enabled your phone for Wi-Fi . The second step in this process is to

enable Wi-Fi on the Virtual Office Mobile application .

1 . Launch the application and tap the Settings icon in the application

2 . Tap on Wireless & networks as shown below, and then enable Use Wi-Fi, or Use 3G/4G

or both options . With both Wi-Fi and 3G/4G enabled, the application will first use Wi-Fi

and fall back to 3G/4G if Wi-Fi is not available .

Note: 3G/4G must be enabled on the Android operating system at the same time you have

3G/4G enabled on the application in order to work .

13


3 . Enable Select Wi-Fi AP and Screen on options . Screen on is very important to ensure

good call quality over Wi-Fi . Optionally enable Control Wi-Fi Power to improve

battery life .

Enabling Bluetooth Headset Support

Bluetooth headsets do work on Vitual Office Mobile Android . You must have Android

operating system 2 .2 or higher to enable bluetooth to operate with Virtual Office Mobile .

To enable support to Bluetooth headsets:

1 . Tap Settings | Wireless and Networks .

2 . Enable Bluetooth settings .

Note: Bluetooth must be enabled on the Android operating system, paired and connected to

the headset before the Bluetooth-enabled headset will work with the application .

14


Enabling 3G/4G Network Settings in Android Phones

In this section, we show you how to enable the 3G/4G data network for your Android phone .

1 . Go to your home screen and select Settings as shown on the left . Next select the

Wireless & networks button as shown on the right .

2 . Scroll down and tap Mobile Networks . Now tap Data enabled option to allow access to

your cell phone provider’s data network .

Note: You must have a data plan with your cell phone provider to enable this option .

15


Enabling 3G/4G Settings in Virtual Office Mobile App

The next step is to enable 3G/4G network access for your Virtual Office Mobile application .

1 . Launch the application and tap the Settings icon in the application .

2 . From Settings options, tap Wireless and Network Options as shown on the left below

and enable Use 3G/4G by checking the box as shown on the right below .

16


Using The Application

Virtual Office Mobile supports Android phone multitasking

and background operation

With multitasking, you can be listening to music and a call to your Virtual Office extension

registers on the Android phone . The music sound volume will decrease and be replaced with

a call notification . With multitasking you can take the call and when the call is completed,

your music returns to full sound volume . Another advantage of multitasking support is never

missing a call . The Virtual Office Mobile application is always running in the background and

waiting for a call from your Virtual Office extension .

17


Understanding Status Icons

Please note several status icons located at the top of your Android phone:

1 . The orange handset icon indicates a Virtual Office Mobile application call is on hold

2 . The green dot icon shows that Virtual Office Mobile is logged in and connected to the 8x8

server . If the dot icon is orange, the app is trying to connect with Virtual Office Mobile . If

there is no dot in the status bar you need to log in to the Virtual Office Mobile application .

3 . The 3G/4G icon indicates 3G/4G data network is enabled on the phone .

4 . The Wi-Fi icon indicates you are connected to a Wi-Fi network .

5 . The bar icon indicates the mobile network signal strength .

If you have questions about other status icons, please see the user guide for your Android

device .

Setting up Cell Phone Number

You can store your cell phone number within Virtual Office settings . The stored cell phone

number appears as an option to forward and transfer calls to .

To store your cell phone number:

1 . Tap Settings | My Cell Phone Number.

2 . Enter your cell phone number .

18


Setting up Call Forwarding

The 8x8 Mobile app enables you to set up Call Forwarding options in case you are unable to

answer calls from your phone . Call forwarding gives you the flexibility to direct calls to your

voicemail, or a specified destination if you are unable to answer the call .

You can set up Call Forwarding options:

•When Busy

•When No answer

•During an Outage

•Always (Turned off by default)

You can forward incoming calls to:

•Voicemail or

•Auto Attendant, or

•your cell phone or

•an external number or

•your One Number Access extension

Note: By default, calls are forwarded to voicemail .

To access call forwarding settings:

1 . Select Settings | Call Forwarding . The call forwarding options appear .

2 . Set up your call forwarding preferences from the available options shown here .

19


Making and Receiving Calls

You can make calls via:

1 . Direct dial

2 . Personal Contacts and Corporate Directory contacts

3 . Call Log list

Call Via Direct Dial

1 . On the application main menu, enter the phone number you wish to dial . In this example an

8x8 extension number is dialed .

Note: Virtual Office Mobile allows 8x8 extension to extension dialing from your

Android phone .

2 . Tap the Call button as shown on the left below to place the call .

When the call connects, you have options to place the call on hold,, transfer to another

number, or park a call . You can also enhance the calling experience by starting a video session .

Receive Calls

On receiving an incoming call, the device automatically unlocks and offers the call . Tap

Answer to answer the call or Decline to reject the call . .If you wish not to automatically

unlock the device screen :

1 . Go to Settings > Call Options

2 . Uncheck Auto unlock w/incoming call . option .

Note: By default, this option is enabled which unlocks the device screen to offer an incoming

call .

20


Calling Via Contacts

1 . Contacts are found under two icons in Virtual Office Mobile for Android: My Contacts is

your Android phone contact list and Directory contains your corporate directory .

2 . Select the desired phone number in My Contacts or Directory

3 . Tap the contact name, then select the number to place a call .

21


Additonally, you have the option to call and reach the following services through the

Services tab Under the Corporate Directory icon:

•Auto Attendant: Places a call to your Virtual Office Auto Attendant and allows you to

self-direct the call to the desired destination through a phone menu .

•Conference Bridge: Allows you to enter a conference or create a new conference or

delete an existing conference .

•Audio Testing Service: Allows you to test your audio output quality . The automated

service allows you to record and replay a sample audio to test the quality .

Calling Via Call Log

1 . Tap the Call Log icon

2 . Select the desired phone number or contact and the call will be placed immediately .

22


3 . You can end a call (hang up the phone) by tapping the End Call button as shown below .

Placing a call on Hold

While on an active call, you can place the call on hold . The other party will listen to music

while on hold .

To place a call on hold, simply tap the Hold button on your active call screen . To resume the

call, tap the Retrieve button and you are reconnected with the other party .

23


Call Waiting and Conference

Call Waiting offers the ability to answer a second call while on a call . The incoming call is

indicated with the caller ID . Accept the call by tapping Hold and Answer button . The first call

is automatically placed on hold . You can now switch between calls using the Switch button .

Tap the Conferece button to initiate a 3 way conference call . The two calls and your phone

are now in a 3-way conference call .

When you hang up the call, the other two parties will be disconnected at the same time . The

other two parties cannot maintain the call after you have pressed the End Call button .

24


Transferring a Call

While on a call, you can transfer the call to a Virtual Office extension or an external

telephone number .

1 . Press the Transfer button as shown in the upper left screen shot .

2 . Select from the local Contacts or Directory as shown in the upper right screen shot .

3 . Or Dial directly and tap the OK button . The transfer is made and you are disconnected

from the call .

25


Parking a Call

Call Parking allows you to put a call on hold temporarily at one telephone and continue the

conversation from any other telephone set assigned to the Virtual Office . On parking a call,

the Virtual Office system automatically assigns a Parking Extension Number to the call and

announces the number to you . You can then dial this number to retrieve and resume the call

from any telephone set .

You can park a call if you are in a conversation at your desk, and would like to continue the

call from a different location, or on the go .

To park a call:

1 . Select Park option during an active call .

The Parking Extension Number assigned to the call is announced and the call is

disconnected from your phone .

2 . Dial the assigned extension number from any other telephone to resume the call .

Note: The caller is placed on hold during the parking process .

Video Calling

Video calling capability of your Virtual Office extension extends to your Mobile application on

Android devices as well . During a live call, you can start a video session and chat face to face

with the called party .

Note: Video calling is between two Virtual Office extensions only .

26


Checking Voicemail

You can listen to your Virtual Office extension voicemails with the click of a button .

To view voicemail notifications and listen to voicemails

1 . Tap and slide the notification screen open from the top of your Android screen . You can

see how many new 8x8 Virtual Office voicemail messages are available .

2 . Tap the Messages Waiting button as shown below . The app will call your Virtual Office

extension’s voicemail service .

27


3 . You are prompted for a password . Enter your voicemail password by pulling the Keypad

up from the bottom of the screen and enter the password using the keypad as shown

below, followed by the # key .

Checking Call Logs

You can tap the Call Log icon to see a record of your inbound and outbound calls . You can re-

dial any number from your call log by tapping any number listed in the call log .

Note: Call Log shows all calls from your phone, both from your Android phone account and

from the Virtual Office Mobile application .


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The ChampionFor Business

Communications

Troubleshooting

Wi-Fi Only Mode - Always get inbound calls

Make sure to receive all inbound phone calls by un-checking the Wireless Control Wi-Fi

Power setting as shown below . If you leave this power saver checked on, the Android phone

may go to a sleep mode and loose the ability to recieve calls . In our experience, it is better to

leave Control Wi-Fi Power unchecked .

Problems making calls?

If you can’t make calls, try closing the Virtual Office Mobile application, and start it again .

Please contact support if these steps don’t resolve your issues, or if there are any questions

about the application .

•Submit a case in your Self Service Portal at www .8x8 .com/login

•Chat from www .8x8 .com/support .aspx

•Call 8x8 Support at 1-888-898-8733

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