To get access to the Fax and My Dialer modules, please contact your Administrator.
The user can filter parked calls by checking the option "Show my calls only". This way, they will see only their parked calls within the parked calls window.
If the user has not set their avatar image, clicking the default avatar image within the Personal Information dialog opens File Explorer (Finder on macOS) window, which allows them to select their avatar image.
If the SMS feature is not included in the license, you will not see the SMS module within the gloCOM toolbar.
System notification provides the user with some important information about the system. For example, the user is using an outdated version of the application. The notification will be shown every time the user logs in to the application. To dismiss the notification, click the Dismiss button.
Personal Dialer enables users to load a CSV file inside gloCOM and to dial numbers from that file one after another. This is useful for people who dial the same list of numbers every day, so they don’t have to copy-paste each number. When you open the Personal Dialer module, you are presented with this window:
Personal Dialer is not supported in the Office Edition.
After loading a file first line from the file is shown in the info section, so a user can have a preview of the file structure. Then they have to select the phone number column, so gloCOM knows what to dial. Optionally they can choose an identifier column which is useful for labeling numbers with a name.
For example in the file:
The first column would be a number, and the second would be an identifier (person name, company name, etc.). This identifier is used in the Current Call and Next Call labels so a user can have an idea of who is going to be dialed next. After he presses the Start button gloCOM proceeds to call the first number from the list if there are no other calls at the moment. Numbers are being dialed one after another, but a user can pause the dialer at any time if they want to. Dialing is finished after the end of the list is reached, or if a user finishes dialing.
gloCOM can place a call to any system destination, for example: extensions, queues, conferences, voicemail, system calls, or parking. Through PBXware GUI an administrator can hide non-gloCOM extensions so they are not displayed in the user list. Calls can be placed with a drag-and-drop motion from one extension to another, or directly from the phone display to the extension, for example. Right-clicking on a contact name offers more possible actions regarding the selected extension.
This way the user can:
The phone module area where information about possible missed calls is shown.
Also, you can change your audio device during a live call by clicking the Sound button.
Default ringtones are different for inbound and outbound calls when using a softphone.
Users are able to block caller ID directly from gloCOM. Two options are available: Hide Caller ID and Hide Caller ID for the next call only.
When a user presses and holds down any key inside the Phone Dialer except 0, it will display the pressed number or sign. However, when the user presses and holds down the 0 key, it will display the + (plus) sign.
1. Open Phone module
2. Dial entering the phone number
1. PCI compliance
The user is on a phone call with an agent, and the caller needs to perform a payment, he needs to say his credit card obviously. Agents turn on an option in gloCOM that will detect DTMF from the caller, and enter them into a text field by simulating keypress with DTMF digit. This way caller does not send credit card by voice, but rather through DTMF, straight into the field on a website for payment. Inside the call window, there is an icon for activating this feature. After activating, DTMF that other side inputs are written wherever your cursor is positioned. You can stop receiving remote DTMF by either pressing the icon again, click on the Stop Remote DTMF button or by ending the call.
2. Show entered DTMF
This feature enables you to see entered DTMF in the call window, so you can make sure you have entered the correct digits.
3. Dial with Drag and Drop
Live call
4. Transfer options:
One simple scenario is:
A gloCOM user is talking to John Doe. He receives a call from Allison Smith while speaking to John Doe. The gloCOM user is now able to add Allison Smith to the existing call with John Doe and all 3 participants will now hear each other.
When trying to transfer a call via gloCOM, when choosing a contact from your list you can now see the google and outlook contacts in a dropdown list. Also, users can press enter to confirm the transfer.
5. Call encryption
During an ongoing call, there is an indicator that shows call encryption if a call is encrypted. Call encryption settings are configured on the server by default, but the user can override them within the gloCOM app by going to Preferences → Phone → Advanced.
There is a checkbox that indicates the use of the default encryption set by the PBX. By unchecking it, the user can change options between TCP, UDP, and TLS. The user is required to log out and log in after changing these options.
The indicator should only be present when the TLS encryption is enabled and if the softphone is in use (in all other cases, the indicator will not be displayed). Clicking it will bring up a pop-up message explaining the encryption.
6. Echo Cancellation
Echo Cancellation as a part of the gloCOM Desktop app is a method used to improve voice quality by preventing an echo from being created or removing it after it is already present.
The time required for Echo Cancellation to start removing echo is up to 10 seconds. It is important to note that the Echo Cancellation only works for softphones.
7. Switch phone
During a live call, you can use the Switch Phone button to initiate ringing across all registered devices or a specific device (softphone, desk phone, and mobile app), so the user can continue the call on another device. A perfect example would be switching from your desk phone to your mobile when you need to leave your office but would like to continue your call. The same applies to conference calls.
Switch phone is not supported in the Office Edition.
8. Copy number from an active call
Copying a number during a call can be done by selecting it and pressing the CTRL+C keys on the keyboard or clicking on it.
The following tooltip message will be displayed while hovering over the number: "Click the number to copy it."
9. Call Monitor
If your administrator enables Call Monitor on your extension in PBXware Enhanced Services, you will be able to listen to any call-in in real-time. When a call is placed, right-click on the user that is on call and choose Call Monitor. You can escalate from silent monitoring to barging in to speaking with all parties.
gloCOM brings a unified call history between Desktop, Web and Mobile applications. Call history is stored for up to a month on the server and synced between all user devices. It means that the user will be up to date with their recent calls all the time. The application makes sure that the user’s call history is synced on every login and that they have recent calls available on their device.
Call Quality Metrics provides the user with details about the call and network quality during a call.
These details include information like:
For example, if the quality of a call is Excellent, there is no problem with the connection, there is little latency, and there is no packet loss. Otherwise, there are some problems with connection, latency, and packet loss.
In a word, it helps with troubleshooting potential network issues during a call.
During a call, a Call Quality indicator will appear in the upper right corner of the call window, giving rough information about the call and network quality. The Call Quality window will appear by clicking on it, providing more detailed information about MOS Score, Round Trip Time, Packet Loss, and Jitter.
To export this information, click on the Open call quality diagnostic logs. By default, this option is disabled, and to enable it, please navigate to Preferences -> Phone -> Advanced and check the Enable call quality metrics logging.
After enabling it, under the Call Quality tab within the Diagnostic Logs, the user will be presented with the Call Quality information for the last 50 calls. To export the Call Quality information, the user needs first to select the call from the drop-down menu for which they want to create a report and click on the Export call quality report button.
Call Quality Metrics is not supported in the Office Edition.
Auto Answer, as a feature, allows users to answer incoming calls automatically without using the answer button.
To turn on this feature, please navigate to Preferences -> Phone -> Auto Answer section and check the Enable auto answer option. By default, this option is disabled.
If the Auto Answer option is enabled, incoming calls will be automatically answered after a certain period of time (seconds) based on the settings within the application.
By default, it is set to 15 seconds, which can be changed in a range between 1 to 100 seconds.
Once the call is received, the call window will be displayed with a countdown timer that counts down in seconds previously set by the user.
In case of another incoming call, an Auto Answer functionality will not be triggered while there is already an active call. Instead, it will wait until the active call ends.
By clicking the Stop button, the Auto Answer countdown timer within the call window will be stopped. The call becomes a regular incoming call without Auto Answer functionality.
To disable the Auto Answer functionality, the user can click the Disable button in the main gloCOM window. Additionally, the user can navigate to the Preferences -> Phone -> Auto Answer section and uncheck the Enable auto answer option.
Auto Answer only works in softphone mode.
Conference can be created from the dropdown list, and Instant and Predefined conferences can be selected.
Parked calls can be added to the conference either by using drag-and-drop or by accessing the Add to conference window, selecting the Parked call option from the drop-down menu, choosing the desired call from the drop-down list, and clicking the OK button.
gloCOM brings a unified presence that is synced across all of your devices (Desktop, Mobile, and Web). For a currently online user, you can see if they are connected via Desktop, via Mobile, via Web, or even all three. For users who are not currently connected, you can see when was their last activity, in order to have a better understanding of their availability. For example, if you see that the user was last seen a few minutes ago, you might assume they will probably be able to respond to your calls/messages. On the other hand, if a user has not been seen for a few days, it might indicate they have limited availability and are out of the office. User’s presence and availability are represented by the icon visible in the bottom right of their avatar. Details about a user’s presence are shown in a tooltip after hovering over them in both grid and list view. The tooltip contains information such as: the device that the user is connected with, their last activity, their status message, and their phone status (idle, on-call, do not disturb, etc.).
Status icon indicator can be any of the following:
This integration synchronizes Microsoft Teams' presence status with the Bicom client application (gloCOM Desktop, gloCOM Web, and gloCOM GO) extension’s presence. For example, if users change their presence to "Do Not Disturb" in Microsoft Teams, their presence status in gloCOM will automatically change to "Do Not Disturb" as well.
This synchronization only works from Microsoft Teams to gloCOM. It is not bidirectional. Changes made to gloCOM's presence status, such as setting it to "Busy", will not impact the presence status in Microsoft Teams. However, there is an exception that applies only when gloCOM Extension is on a call while Teams' presence is set to "Available" or "Busy".
To use MS Teams Presence Sync integration, it must be configured on PBXware version 7.5 or higher.
You can choose your own status by clicking on the status icon in the bottom right of your avatar in the main window, or by clicking on the tray icon.
A menu will pop up and you can choose between:
PBXware administrator can add statuses through PBXware GUI and those will appear as an option in the menu for all users. For example, an administrator could add Lunch Break status so users can easily inform others when they are using their lunch break and are not at their desk.
Also, you can set your own custom status, and write any message to describe your current availability. For example, if you have to attend a meeting, and you are not available to respond to calls or messages, you could choose Custom status… from the menu, select Busy from the dropdown, and type In a meeting as a message. This informs all other users that you are busy and the reason for that is you’re currently attending a meeting. This allows all users to have a better understanding of each others availability since each user can type a custom message to describe their current availability.
After you choose any of the statuses, you also have to specify status expiration. This allows you to let the application revert your status back to Available after a certain period of time. Using the example mentioned above, you could set your status to Lunch Break with the expiration of 1 hour, so when you come back to the office you don’t have to remember to change your status back to Available since the application will automatically do that for you.
When setting status expiration you can choose between:
Setting your status to Do not Disturb (including custom Do not Disturb statuses) disables chat notifications, conference join notifications, and notifications informing you that someone has come online via Desktop. This allows you to easily remove distractions during an important period of the day when you need to fully concentrate on the task at hand. Note that this overrides the settings in the Alert section inside of the Preferences window.
When there is no user activity on your computer for a certain period of time gloCOM can inform other users that you are away from your desk. This can be configured by clicking on the status icon next to your avatar in the main window, hovering over the Set away from Desktop when inactive for item and choosing the desired option.
While playing voicemail messages, the waveform shows up for the selected voicemail. It is possible to go back and forth through selected voicemail by clicking on the waveform.
The Extension name and number will be shown within the voicemail window for the internal voicemails. Otherwise, only the number will be shown.
To place a video call, right click on a gloCOM contact and select Video Call from the drop-down menu.
Video call is not supported in the Office Edition.
PDF file:
Information that you enter in the Send Fax wizard will be displayed on the fax cover page if you choose to send a cover page. In the Send Fax window you can see two sections, To and From.
TO Section
FROM Section
Additional information like comments and status can be entered also.
When sending a fax user is presented with a Sent X of Y pages so fax sending progress is more detailed.
Send fax is not supported in the Office Edition.
Surveillance Camera is not supported in the Office Edition.
In order to login to Online Self Care, point your browser to: http://$IPADDRESS/ (For Example: http://192.168.1.1/). When you click on the gloCOM OSC icon, you are automatically directed to your OSC page.
Options menu can be accessed by clicking on the 3 dots icon on the far right of the module icons. This menu shows all the remaining modules besides the 6 modules visible in the main window, as well as a few additional options explained below.
Central Phone Book is a centralized list of contacts managed by the PBXware administrator. It is shared across all gloCOM users, and synced together with the rest of your contacts (Google, CRM, etc.). To access your Central Phone Book contacts navigate to the CONTACTS tab, and select CENTRAL PHONE BOOK from the dropdown.
You can use Search contact field to find a contact by their name. Double click on a contact to initiate a phone call. Right-click on a contact to open a context menu with additional options.
Besides contacts managed by the administrator, each user can manage his own personal list of contacts. This personal list is private and visible only to you. Clicking on the button while in the CONTACTS tab opens up the Online Self Care window and switches to Phone Book tab. Here you can see all of your Personal Phone Book contacts, add new contacts, import/export contacts, or download a CSV template. To remove a contact click on the
button on the right side of each contact.
After you close the Online Self Care window, the application will automatically refresh contacts if necessary, so the modifications you made in the Online Self Care are now synced inside of gloCOM.
Quick list buttons enable a quick overview of gloCOM, Contacts, Favorites, and Recent tabs.
Here you can see diagnostic logs with the level of verbosity that you have set in Preferences --> General --> Diagnostic Logs.
Fax is not supported in the Office Edition.
Opens a dialog showing all your hidden users. Uncheck the box next to a user's name if you want to unhide them.
Enable:
By enabling shared configuration, all users on this computer will share the same Login account, phone mode, and edition.
Account:
Phones:
Choose which phones you want to use:
Polycom IP:
In case the user chose Polycom, in this option user needs to provide the IP address of the Polycom phone.
Click on Download web browser add-ons to add the browser add-on which will allow the user to select and dial a phone number directly from a web page. Supported browsers: Internet Explorer, Firefox, Safari, Edge, and Chrome.
Click on Preferences to open gloCOM settings. For more about preferences, please visit the Preferences chapter.
Check online for the official product update.
If available, the gloCOM application will offer the user to select one of the following options:
If the gloCOM application is up to date, the message "There are no updates available" will be displayed, as shown in the picture below.
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