Frequently asked Calling Feature Questions

The following are some basic trouble shooting steps and answers to frequently asked questions.  We ask that you read through the following prior to contacting support for any telephony related issues. 

 

What is Aleigo SessionCloud? 

Sessioncloud is a SIP based softphone App It runs on iOS and Android devices and also is available on PCs running Windows. 

Aleigo has partnered with SessionTalk and performed full compliance testing to ensure our customers can use the SessionCloud App on their cell phones and seamlessly use their business phone number to make and receive calls. 

The App can be easily configured for our service using a simple QR code, which will be given to you by your Aleigo account manager. 

 

Why use it? 

The main benefit with the Aleigo SessionCloud App is the ability to make and receive phone calls when you are away from your desk and without the need for an IP desk phone. When you make a call from your personal cell phone it shows your personal caller ID. However when you call from the SessionCloud App all outbound calls will show your business caller ID rather than your personal number so it protects your personal number and enables you to make business calls from anywhere and at any time. The App also supports Push notifications which will save battery life on your cell phone and ensure higher reliability for receiving calls. 

 

How much does it Cost?

 Aleigo licenses the App from SessionTalk. There is a charge to each customer that wishes to use the App, the current cost can be found on our downloads page. 

 

Downloading the App 

You can download the App to your iOS or Android device. In the respective App store search for SessionCloud SIP Softphone. You can also access the App Store from our downloads page. 

 

Configuring the App 

To make it easy for our customers this can all be done with a simple QR code, your account manager will send you a QR code for your phone extension. Click on the Scan QR button, as shown below, and then point your camera at the QR code your account manager sent you. 

 

Extension Dialing 

Navigate to the App dialpad by clicking on the keypad icon at the bottom. Then simply dial the 3 or 4 digit extension of a colleague followed by the green phone icon on the keypad to connect with them, regardless of whether they are in the same office or a different city. 

 

External Dialing 

Simply use the App dialpad to dial the 10-digit number you wish to call (with or without a preceding 1) within the USA ,Canada or internationally followed by the green phone icon. 

 

Putting a Call On-Hold 

During an active call you can press the Hold icon on the phone (two vertical lines like a pause symbol as shown below to place the call on hold. When on hold the callee will hear music. Click the same icon to resume the call.

 

Swapping Between Two Calls and Merging 

You can make an internal or external second call by pressing the + icon and dialing the second number (see above). The first call will automatically be placed on hold and they will hear the default music on hold during this time. You can use the Swap button to switch between the two calls in progress and the music on hold will switch to the other call. You can also merge the two calls by pressing the Merge button and split the calls again if need be. Note that the Swap and Merge features are only shown when you have two active calls. 

 

Transferring a Call (Blind Transfer) 

During an active call you can use the More icon (three periods in a row as shown in above) to access the Transfer option. Tap on Transfer and the dialer pad will appear. Dial the number you want to transfer the call to and press the green Xfer key to complete the process. 

 

Transferring a Call (Attended Transfer) 

During an active call you can tap on the + key, which will put the existing call on hold and the dialer pad will appear. Dial the number you want to transfer the call to. You will be able to speak to the person you are transferring to. If they want to accept the transfer you can hit the More key (three periods in a row) and then tap on Transfer and then select the first call to complete the transfer. 

 

Native Calls 

If you are on a native call (meaning your normal cell phone service) then any incoming calls to your App will show on your phone and you will have the option to decline the call, accept and place the native call on hold or end the native call and pick-up the call on the App. 

 

SMS Messaging 

Subscribed accounts and select applications can be used to send and recieve SMS messages.  Unlike placing a call, the user will need to add the leading 1 before the receipients number.  This is required to provide the best interoperability with global carries and avoid ansyncronos messaging sessions.     

 

Voicemail 

Touch the Voicemail key on your App dialer keypad - this icon is at the top of the keypad screen and looks like a cassette recorder. It will dial your voicemail and you then need to enter the PIN code as you would on your desk phone.