Wildix VoIP Phones User Guide – WorkForce and WelcomeConsole

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Table of Contents

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Packing list

  • 1 x Start, WorkForce, WelcomeConsole Phone
  • 1 x handset
  • 1 x handset cord (Start)/ 2 x handset cords, 2,5 m and 3,5 m (WorkForce, WelcomeConsole)
  • 1 x stand
  • 1 x extension module (WelcomeConsole)
  • 1 x RJ12 cord (WelcomeConsole)

Additionally, you can purchase handsets, headsets, EHS adapters, keypad extensions, and power adapters from us here at DoTel.

Phone Overview

Connecting the Phone

Rear Panel:

Wildix VoIP Phone Rear Panel Guide
  1. Handset port – Attach the handset using the handset cord.
  2. Headset port – Attach the headset (optional; we recommend Wildix Headsets WHS-MONO, WHS-DUO).
  3. Internet port – Connect the phone to a PoE Switch using an Ethernet cable.
  4. PC port – Connect to PC (optional).
  5. AC power jack – If Power Over Ethernet is not used, connect the phone to AC power using an External Power Adapter and connect the phone’s Internet port (3) to the Internet using an Ethernet cable.
  6. Ext port (WP480G/WP490G/ WelcomeConsole) – Used to connect wireless headset adapter WPEHS (WP480G/ WP490G/ WelcomeConsole) / keypad extension module WelcomeConsole-EXT (WP490G/ WelcomeConsole).
  7. USB port (WelcomeConsole) – Connect USB Headset (optional; we recommend Mono/ DuoLED, WMP codes: MonoLED, DuoLED).
  8. 2 x USB Type-C ports (WorkForce) – Connect USB Headset (optional; we recommend Mono/ DuoLED, WMP codes: MonoLED, DuoLED) and WorkForce WiFi Dongle (can be purchased as a HWaaS item).

Keypad Instruction

Click image to enlarge

  1. LED indicator
    Flashing: Incoming call / Missed call / New VM message
    Off: In standby mode
  2. Soft keys – Used to confirm different operations indicated on the screen above the corresponding soft keys. On the idle screen, soft keys provide access to the phone’s menus: History, Phonebook, Features, Menu:
    – History: access call history and call from history
    – Phonebook: access to shared PBX phonebooks and calls from phonebooks
    – Features: call features, read Appendix 2: Call features for details
    – Menu: phone settings, read Appendix 3: Menu for details
  3. Navigation keys – Use Navigation keys to select and the central key to confirm different menu options; Use Navigation keys to move between the pages of BLF keys
  4. BLF / function keys – Monitor users and features
  5. Speaker key – Press to place a call / answer a call in speaker mode or press during a call to switch between speaker/handset mode
  6. Volume keys – Use to adjust the audio volume (during a call), the ringer volume (in the standby mode or while receiving an incoming call), the speaker volume (in the speaker mode)
  7. Headset key – Press to place a call / answer a call in headset mode (when the headset is connected) or press during a call to switch between speaker/headset/handset mode
  8. Mute key – Press during a call to turn the microphone on/off
  9. Redial key – Press twice to redial the last called number
  10. Voicemail key – Access the Voicemail graphical menu (long press on Start)
  11. Quick DND key – Long press turns on/off “Do not disturb.”
  12. Phonebook key – Press to access the PBX shared phonebooks
  13. Transfer Key

Logging In

Dial *99 or #99 from the phone – “Login” feature code. Your code may be different depending on the vendor. Please follow the audio instructions after you dial the code.

  1. Enter your extension number
  2. Enter the password (PIN – it is sufficient to enter the first five symbols of the user’s WEB password).
    To enter the user password from the phone’s dial pad, take into account the following:
    – To enter any lowercase and uppercase letter, press ONCE a corresponding digit (E.g. to enter A, a, B, b, C or c, press ‘2’ once).
    To enter special characters (%, ^, &, etc), press the star key (*).

Note: A phone will be blocked in case of invalid password entry: 5 attempts – 30 seconds, 10 attempts – 30 seconds, and every next – 60 seconds.

Example: if user password is 4Ag7$Zl@, then you have to dial 4247*

    3. Dial ‘1’ to use this phone

    After a few seconds, an extension is displayed on the phone’s screen; the phone is now assigned and can be used to make and receive calls.

    If you logout via Feature Code 99 on a phone, you are automatically logged out of all the phones assigned to your account. Consult DoTel to change this behaviour.

    Status and Notification Icons Overview

    WelcomeConsole and WorkForce

    Icon Explanation

    IP obtaining icon

    Obtaining IP Address

    under provisioning icon

    Currently provisioning

    Provisioned and ready to be assigned

    Online

    Away

    Reachable by phone
    (user is not connected to Collaboration/x-bees but has an active device)

    DND (Do Not Disturb)

    Incoming Call

    Missed Call

    Outgoing Call

    Call on Hold

    Muted Microphone

    Speaker Activated

    Headset Connected

    The call is established via Opus codec

    The call is established via SRTP

    Voicemail

    Silent Mode Activated

    CFN: destination number / voicemail -> Call Forwarding Activated

    BLF and Function Keys

    BLF / Function keys allow you to monitor users and features, make a call, transfer a call, pick up a call, park a call, change the status of features.

    BLF / Function keys must be set by the user in Collaboration Settings -> Function keys or by the PBX administrator via WMS.

    For WelcomeConsole, you can set up to 40 BLF keys on each extension module (up to 3 modules are supported).

    To use the keypad extension, add the “Exp module” BLF key in Wildix Collaboration, as seen below.

    The Start supports up to 4 BLF keys distributed on two pages. The WorkForce supports up to 16 BLF keys distributed on two pages. The WelcomeConsole supports up to 60 Function keys, including the extension module. Refer to Appendix 1 – BLF keys for detailed information on BLF key distribution for each phone.

    List of Function Keys

    • Colleague: monitor call status (incoming call / in-call), monitor user status (available, DND, away), make a call, transfer a call, pick up a call, check who is calling (see the chapter below for more details)
    • Park Location: park a call and resume (see the chapter below for more details)
    • Line: press to use this line (to place a new call)/ press to make a call with the user’s identity extension (see the chapter below)
    • Speed Dial: press to call a speed dial number; additionally, you can set up shortcuts in combination with Feature Codes supported by the system; read Feature Codes notes for more information
    • Trunk: monitor the status of the trunk (except for SIP trunks) and place a call via this trunk
    • Timetable / Switch / 3 state switch: monitor the status of switch/timetable, press to change status
    • Group pick up: press to pick up a ringing call of a user from your ACL group (feature works for users registered to the same PBX and typically allows you to answer a ringing call for another user located in the same office)
    • Call group: monitor call status (incoming call / in-call), make a call, transfer a call, pick up a call, check who is calling
    • Send DTMF: press to send DTMF tones
    • Contact centre: log into Call groups as a dynamic user (see the chapter below)
    • Identities: press to change the identity of numbers for outgoing/ incoming calls (see the chapter below)
    • Voicemail: press to access shared voicemail of another user (see the chapter below)

    Colleague BLF (Busy Lamp Field)

    List of supported features/ actions:

    • Monitor call status (incoming call/ active call); additionally, you can see who is calling and enable a beep or a ringtone when a monitored colleague receives an incoming call
    • Monitor user status (available/ DND/ away) (available with min. Essential license)
    • press the BLF key to place a call (when idle) or to transfer a call (during a call), to pick up a call (when the monitored user is receiving an incoming call)

    Contact Centre BLF

    It is possible to log into Call groups as a dynamic user via “Contact centre” BLF on VoIP phones.

    Identities

    Identities allows you to change the Caller number and name for internal and external outgoing/ incoming calls.

    Shared voicemail and Call Group notifications manager BLF

    The shared voicemail feature allows you to monitor and listen to voicemail messages of other users via a configured “Voicemail” Function key. The feature is disabled by default. To enable it, you can consult a DoTel PBX admin. The LED indicator becomes steady blue when a monitored user receives a new voicemail message. You can listen to/delete/dial the user who left the message.

    The Call Group notification manager feature allows users to view missed calls and voicemail notifications for specific Call groups.

    Call Management

    Place a Call

    1. Lift the handset
    2. Dial the number and press Send Soft key or wait till the call is placed automatically
      – Press the speaker key to start the call in Speaker Mode
      – Press the headset key to use the headset

    Call from Phonebook

    1. Press the Phoneb Soft key or Phonebook key
    2. Press the Filter Soft key and select a phonebook
    3. Press the Search Soft key, then type the name/ number
    4. Press the Enter Soft key to confirm
    5. Press the Dial Soft key

    Call from History

    1. Press the History Soft key
    2. Select a colleague from the list
    3. Press the Dial Soft key
    4. Lift the handset

    Call via BLF Keys

    1. Lift the handset
    2. Press a BLF key assigned to a colleague/group you would like to call

    Answer a Call

    Lift the handset or press the Speaker key

    Answer a Second Incoming Call

    Press the Answer Soft key

    Receiving more than one call at a time is possible if the “Call Waiting” feature is enabled in Collaboration Settings -> Features.

    Mute the ring of an incoming call without answering

    While the incoming call is ringing, press the Silence soft key

    Forward a call without answering

    • Press Fwd Soft key, dial the number
    • Press OK Soft key

    Decline a Call

    Press the Reject Soft key

    Hold or Make a Second Call

    Press the Hold Soft key during a call, the caller will hear music on hold

    • Press the Resume Soft key to resume the call

    If you have several calls on hold, use the Navigation keys to select the call, then press Resume.

    Make a second call:

    • Press the New Soft key
    • Dial a number or press the Select Soft key to search for a contact in History or in Phonebook

    Transferring

    Blind Transfer

    Transfer without notifying the person who receives the call transfer:

    1. Press the Trans Soft key or Transfer key during a call (the call is put on hold)
    2. Dial the number
    3. Hang up or press the Trans Soft key

    Blind Transfer via BLF Keys
    Prerequisite: BLF key “Colleague” or “Call group” with the “Direct Transfer” option enabled must be configured:

    Press the BLF key configured as “Colleague” or “Call group” during a call

    Attended (Warm) Transfer

    Transfer with a notification to the person who receives the call transfer:

    1. Press the Trans Soft key or Transfer key during a call (the call is put on hold)
    2. Dial the number and wait for the person to answer
    3. To complete the transfer, hang up or press the Trans Soft key or the Transfer key

    Attended transfer to Phonebook contact/contact from Call history:

    1. Press the Trans Soft key or Transfer key during a call (the call is put on hold)
    2. Press the Select Soft key
    3. Select History / Phonebook and press the Enter Soft key
    4. Select the contact, press the Dial Soft key and wait till the person answers
    5. To complete the transfer, press the Trans Soft key or Transfer key again

    Attended transfer via BLF keys:
    Prerequisite: BLF key “Colleague” or “Call group” (“Direct Transfer” option disabled) must be configured:

    1. Press the BLF key configured as “Colleague” or “Call group” during a call
    2. Wait till the second party answers
    3. To complete the transfer, hang up or press the Trans Soft key

    Conference

    1. Press the New Soft key during a call (active call is put on hold)
    2. Make a second call to the contact you wish to invite to the conference call
    3. When the third party responds, press Conf Soft key

    Press Split Soft key to split the two calls or hang up to end the conference.

    Record a Call

    Only users with specific permissions can record calls. The PBX admin must add the ‘Record Calls’ permission to enable the option. DoTel can help you with enabling this feature.

    During a call, press *1 to start/stop recording the call. The feature code, *1, can be changed by a system administrator. If you face any issues, it is essential to check both user permissions and the correct feature code.

    Pick Up a Ringing Call via Buttons

    Only users with specific permissions can pick up calls via their phone buttons. To enable the option, the PBX admin must add the ‘Can – Call Pickup’ permission. DoTel can help you with enabling this feature.

    When a colleague or call group receives an incoming call, the associated button on your desk phone will flash and play an audible sound if you select the speaker icon for that function key. To pickup their incoming call, push the flashing button and you will be connected to the caller.

    See Who is Calling via Buttons

    Only users with specific permissions can pick up calls via their phone buttons. The PBX admin must add the ‘Can – View Calls of Users’ permission to enable the option. DoTel can help you with enabling this feature.

    You see who is calling and receive an audio notification when there is an incoming call:

    • See who is calling: View Calls (eye icon) option must be enabled in Collaboration for this function key.
    • Get audio notification when there is an incoming call: Audio Notification (speakerphone icon) option must be enabled in Collaboration for this function key:

    It is possible to configure a ringtone to be played instead of a standard audio notification (a beep). DoTel can change custom settings for the phone’s configuration. A site administrator cannot perform this task.

    Park a Call

    A ‘Park Location’ BLF key must be configured before using this feature. The PBX admin must also create a Park Orbit extension with a service license in the system settings.

    To park a call, press the park location button on your desk phone during a call. Press the same park button again to pick up that call from any other desk phone with the button configured.

    Call Intrusion and Intercom

    Call intrusion and intercom are usually disabled by default by the system administrator. This feature can be enabled by groups of users or individually. Connect with DoTel to setup these features.

    Listen to Voicemail Messages

    1. Press the Voicemail key to access the graphical Voicemail menu (long press on key “1” on Start / WP480G 2016)
    2. If requested, enter the first five characters of your password
    3. Select the message and press Play Soft key to listen to the message; press Info Soft key for more information (Name, Number, Date, Duration) and then Delete to delete the message

    Record Personal Voicemail Greetings

    Dial *81, enter your passcode if prompted, then press ‘0’ for mailbox options once the prompts start. Your new options include:

    • Press 1 to record your unavailable message and follow the audio instructions
    • Press 2 to record your busy message and follow the audio instructions
    • Press 3 to record your name and follow the audio instructions

    Presence Status Monitoring

    The presence statuses of colleagues can be monitored directly via BLF keys on WorkForce and WelcomeConsole phones.

    Colleagues must have a ‘UC-Essential’ license or higher for presence status monitoring to work.

    The following colleague statutes can be monitored:

    • “available” (green circle icon)
    • “away” (clock icon)
    • “dnd” (brick icon)
    No icon will be displayed if a colleague has no device registered to their extension.
     
    You can also monitor the full presence status of users in Phonebook (available only for users with Essential licenses or higher):
    • Press the Phoneb Soft key or Phonebook Key
    • Press the Filter Soft key and select a phonebook
    • Press the Search Soft key, then type the name/ number
    • Press the Enter Soft key to confirm

    It possible to monitor the following colleague statuses via Phonebook:

    • “available” (green circle icon)
    • “offline” (no icon)
    • “busy” (handset icon)
    • “incoming call” (arrow icon)
    • “away” (clock icon)
    • “dnd” (brick icon)

    Appendix 1 - BLF Key Distribution for VoIP Phones

    Start Phone – 4 BLF Keys across two pages. Use the Navigation keys to move between pages.

    WorkForce Phone – 16 BLF Keys across two pages. Use the Navigation keys to move between pages.

    WelcomeConsole Phone – 60 BLF Keys in total. 20 keys are on the main screen, and 40 keys are on the extension module. Use the Navigation keys to move between pages on the main screen. It is possible to add multiple expansion modules to a single phone.

    In case of any issues with your Wildix VoIP phone, please contact DoTel for support.

    Appendix 2 - Call Features

    Call features are synced between all a user’s devices and can also be set from Collaboration / WMS / Vision/SuperVision / iOS/Android app.

    Press the Featur. Soft key from standby mode to access the menu. This menu allows you to change call features for each type of call (Internal / External / Whitelist / Blacklist) based on user status (available / DND / away):

    • Status: Available / DND / Away
      • Until (only for DND / Away): Time / Date – set expiry time and date for DND / Away user status
      • Activate (only for DND / Away): On / Off – when disabled, call features for DND / Away statuses cannot be changed
    • Call type: Internal / External/ Blacklist / Whitelist
    • Call reject: On / Off – if enabled, all calls are rejected
    • Call forwarding – call forwarding settings
      • busy: On / Off – enable / disable call forwarding when busy
      • unavailable: On / Off – enable / disable call forwarding in case of no answer
      • forced: On / Off – enable / disable forwarding of all calls

    You can set the destination for each type of call forwarding: enter the phone number or the value ‘VOICEMAIL’.

    • Call waiting: On / Off – enable call waiting to be able to receive more than one call at a time 
    • Mobility: On / Off – if enabled, after a timeout, incoming calls are routed also to your mobility extension number; phone number and timeout can be specified in Collaboration Settings
    • Ring Tone: select the ringtone

    Appendix 3 - Phone Settings

    To access Phone Settings, press the Menu soft key from idle:

    • Status: view the IP, Mac, and Firmware of your phone
    • Backlight settings: set the backlight level of the screen and select the timeout (min – 20 sec, max – 1 hour or Always On), after which the phone’s screen should turn off 
    • Audio settings: adjust Talk, Tone, Mic, Key, and Ring Volume
      • Headset Ring Mode: allows you to decide whether the ringtone should be played via Headset or via Handsfree when the Headset is connected

      • Handsfree sound input: allows you to select the active microphone in handsfree mode when the handset is lifted (either the handset’s microphone or phone’s microphone)

    • Network: access to this menu is recommended for the PBX administrator
    • Auto-provision: access to this menu is recommended only for PBX administrator

    Appendix 4 - Supported Headsets

    The Wildix Headsets are compatible with the following VoIP phones: Start, WelcomeConsole, and WorkForce. The available headsets include monaural (WHS-MONO), binaural (WHS-DUO), Bluetooth (WHS-BT), Mono/ DuoLED Wired, and Mono/ DuoLED Bluetooth Wireless.

    Third-Party Headsets Compatible with Wildix

    To view all headsets that have been tested and approved for use with Wildix, please check the complete compatibility list in the following link: Wildix Approved Third Party Headsets.

    Need Wildix Support?

    The DoTel helpdesk is available to provide support to Wildix users. Please call us using the number below, send a message through our contact form, or start a chat with one of our representatives.

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