Scope

Intended Audience: All Users

This quick start guide gives you an overview of the UptimeConnect desktop app

Requirements

Download the App: 

• Download Windows application
• Download MacOS application
  

Login

After successfully installing the UptimeConnect Desktop application in your Windows or MacOS system, you will be able to view the below Login screen:

You can login using any of the below methods:

• Login with Username and Password (this is your manager portal login)
• SSO (Microsoft/Google)

Login with Username and Password

Follow these steps to securely log in to the UptimeConnect Desktop using your username and password:

• On the login screen, enter the Username you use to login to the manager portal.

• Click on Next.
• Enter your Password in the password field.
• Click the "Login" button.

Login with SSO

Follow these steps to securely log in to the UptimeConnect Desktop using the Single- Sign-In option

• On the login screen, select the “SSO” button under the “Next” button.
• Your default internet browser will open to the following page

• From this page choose the option that your email is associated with (Ex: outlook, Hotmail: Microsoft. Gmail: Google)
  

• Note: If you are not signed in with the email associated with your account you will be asked to sign in before the next step.

• If the email is signed in on the device the page will move to have you select the account that your extension is under. 

Once the account associated with your extension is located select it and choose “Yes” if a pop-up ribbon appears at the top of your browser. This will allow the UptimeConnect app to log you in with the account selected.

Forgot Password?

If you are unable to log in or have forgotten your password, you can reset it by clicking on the "Forgot Password?" link in the Login page.

• Enter your Username and click on Continue.
• The password recovery instructions will be sent to you on your registered Email address.

Make Audio Calls

UptimeConnect makes it easy to connect with your contacts through high-quality audio calls. Follow these simple steps to start an audio call:

• Go to the Contacts or Recents section or to a particular Contact’s detail screen.
• Tap the Phone icon next to the contact you want to make an audio call to.

• You can also make audio calls using the keypad provided in the App.
• Click the Keypad icon from the sidebar.
• Use your mouse or keyboard to enter the phone number you want to call.

• You can either select any Contact from the Search results or enter the whole number directly.
• Tap the Phone icon in the Keypad screen to make an audio call to the entered number.

Once a call is placed, the ongoing audio call screen will appear as shown below, giving you easy access to in-call controls and features.

Send SMS/MMS

With UptimeConnect, you can easily send and receive text messages directly from the app. Use the SMS feature to stay connected with your contacts even when a call isn't necessary. To send SMS from the app, follow the following steps:

• Click on the Messages icon from the sidebar Menu.

3. To send a new message click To:
4. To change the sent from SMS number, click From: <your number>
5. To respond to an existing thread navigate to the thread on the left side

Configure Sound Settings

You can personalize your audio tones, so you never miss an important call or notification on the UptimeConnect Desktop. You can enable or disable ringtone, alert and dial pad tone based on your requirements. Use the steps below to update the sound settings:

• Click on the Settings icon in the bottom left corner of the application.

• Access Application Settings.
  

• Turn Ringtone, Alert, and Dial Pad Tone on or off based on your preferences.
  

Change input and output audio/video devices

UptimeConnect allows you to easily select the input and output devices for both audio and video during calls or conferences. You can customize your experience by choosing the devices that work best for you, such as a headset, microphone, speakers, or camera.

• Click on the Settings icon in the bottom left corner of the application.
• Access Devices.
  

• Under Audio, select the Input and Output Devices you want to use for input and output respectively. 
  
• Under Video, select the Input and Output Devices you want to use for input and output respectively. 
• You can also control the volume level of the selected input and output devices as per your requirement using the scroll bars for these devices.
• Under the Headset Integration section, you can configure supported headsets to control key call actions such as answer, hang up, mute, and volume—enabling a streamlined, hands-free calling experience. 

Share application logs

To help us diagnose and resolve issues more efficiently, you can easily share app logs directly from the UptimeConnect application. These logs contain important technical information about recent activity, which our support team uses to identify and fix problems quickly. Please follow the steps below to share your logs securely with the Support team:

• Enter the problem you are facing and hit Send.

• The application logs will be automatically uploaded from your system to your server, enabling your support team to efficiently diagnose and resolve any issues you encounter. 

Enable Headset Support

With UptimeConnect, you can easily enable support for most headset brands, follow the following steps:

• Click on the Settings icon from the sidebar Menu and Devices

UptimeConnect supports:

• Jabra
• Poly
• Sennheiser
• Yealink
• Jabra

Manage Voicemail Greetings

With UptimeConnect, you can easily manage your voicemail greetings, follow the following steps:

5. Click on the Greetings icon from the sidebar Menu
6. Add a new greeting
7. Play a greeting
8. Select a greeting
9. Delete a greeting

Manage Answering Rules

With UptimeConnect, you can easily manage your answering rules, follow the following steps 

3. Click on the Answering Rules icon from the sidebar Menu
4. Turn the rule on or off
5. Move the rule up or down to change the order

Manage Voicemails

With UptimeConnect, you can easily manage your voicemails, follow the following steps

9. Click on the Voicemail icon from the sidebar Menu
10. New voicemails
11. Saved voicemails
12. Deleted voicemails
13. Download selected voicemail
14. Return the selected call
15. Forward selected voicemail
16. Additional voicemail details
17. Delete the selected voicemail