Welcome to the User Guide for your iOS Level365 Softphone. This guide is designed to help you use your Mobile App effectively and get the most out of its features. This guide will provide step-by-step instructions to using your Mobile App to make and receive calls, access voicemail, and more.
At this time Multi-Factor Authentication (MFA) must be disabled for your first login, after you login MFA can be enabled again.
Click Here to be directed to the Apple App Store.
Go to App Store and search for Level365 Softphone. Ensure Level365 is the Owner and matches our logo.
- Click Get
- Enter in account login for install if needed
In order to login you will need the following:
- Portal Username (example: 123@company.com)
- Portal Password
After entering in the above login credentials click Sign in.
Upon first login you will be prompted to Allow or Don't Allow permissions. For the Mobile App to properly work we require Microphone permission be Allowed. The Microphone permission will not prompt until your first call.
Contacts: This will allow you to view your contacts from your mobile phone within the Mobile App. This permission can easily be Enabled or Disabled at anytime.
iOS Push Notifications
There are three types of alerts that you may receive regarding the expiration of push notifications. These alerts occur after periods of inactivity. Once the push notifications expire, your device will no longer receive call notifications. Logging back into the Level365 Softphone Mobile App on your device will rectify this. Here are the alerts you may receive:
- Message 1: "Account [your user name] is still receiving calls, but will expire soon. Tap here or open the app to continue receiving Pushed calls."
- This notification is sent 12 hours and one hour before push notifications expire.
- Message 2: "Account [your user name] is about to expire on the push server soon."
- This notification is sent when push notifications are just about to expire.
- Message 3: "Due to long inactivity, account [your user name] is no longer receiving calls. Tap here or open the app to continue receiving Pushed calls."
- This notification is sent when push notifications have already expired.
To ensure your Desktop Softphone and/or Mobile App receives incoming calls, we recommend using Simultaneous Ring (Sim Ring) in your Answering Rules. This ring strategy sends calls to all of your devices to give you the flexibility to answer a call from any of your devices. By default Sim Ring is enabled. To learn more about Answering Rules click on the article below:
Answering Rules - Call Forwarding, Simultaneous Ring (Sim Ring), Just Ring Extension
In this section we will give an overview of each button on the Navigation Bar.
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Name
- Light blue means your Mobile App is connected to Level365. Selecting your name allows you to toggle Do Not Disturb (DND) and also shows you the quantity of voicemails in your voicemail box.
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Settings (Three Dots)
- Each section has its own Settings, these options will change based on which button you select from the Navigation Bar.
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Keypad
- Place calls or call into your voicemail box via the voicemail indicator button.
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Quickdial (Speed Dials and BLFs (Busy Lamp Fields))
- Add or edit Speed Dials / BLFs for your Mobile App.
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History
- View your Mobile App call history.
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Contacts
- View your Portal Contacts and Mobile Phone contacts (if permissions were granted).
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Messages
- Send and receive chat and text messages.
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Voicemail
- Access your Voicemail, Voicemail Settings and Answering Rules.
Select your name to Enable or Disable Do Not Disturb (DND), view a visual indicator of how many voicemails you have in your New/Saved folder (first digit for New and second digit for Saved folder) and check Mobile App registration to Level365.
To prevent your Mobile App from ringing, you may enable DND or ensure the answering rules on your account are not configured to ring all devices.
Do Not Disturb is only active for your Mobile App and will not affect your other devices.
Each button you select on the Navigation Bar of your Mobile App will have 3 dots to access various settings, the options will change depending on the section you are currently viewing.
To place a call, enter the full 10 digit number or extension then click the Call button. The Keypad will only change if you have a voicemail, in these cases you will see (#2) shows the Voicemail Indicator icon. The Voicemail Indicator icon will disappear from the Keypad once you move any New voicemail to your Saved or Trash folder.
- Call button to initiate a call
- Voicemail Indicator button to call into your voicemail box
View and edit your Speed Dials / BLFs (Busy Lamp Fields) on your Mobile App. You can create new Speed Dials and BLFs by clicking Edit in the top right corner then on the blue icon with + in the bottom right corner.
- To create a Speed Dial type in a name in the Title, the full 10 digit number or extension, and click the check mark in the top right corner to Save.
- To create a BLF type in a name in the Title, a valid extension in the Phone Number and toggle Busy Lamp Field to Enable BLF function then click the check mark in the top right corner to Save.
To switch between List and Grid view, click the Release to switch to button at the top.
- To create a Speed Dial or BLF of an existing Contact you can click the Silhouette in the top right corner.
- To add a picture for the Speed Dial or BLF click the Camera icon in the top right corner.
View your Mobile App call history and redial by clicking on the Caller ID name/number. To view additional information, click the information bubble on the right side.
View your Portal Contacts and if the app has permission you will also find your mobile phone contacts. To switch between Portal and mobile contacts, click on Portal Contacts or Address Book at the top of your screen. The search box next to the magnifying glass will allow you to filter for a specific contact.
After granting the app permission to view your mobile phone contacts, please close out of your app and reopen to load all contacts. If you have an iPhone X or later:
- Swipe up from the bottom to the middle of your screen and hold until you see the App Switcher.
- Swipe left or right to find the Level365 Softphone app.
- Then swipe up on the app to close.
Send and receive chat and text messages. The red bubble indicator, above the Messages button on the Navigation Bar, will indicate how many unread messages you have.
To start a new chat or text message, click on the page/pencil icon in top right corner, enter the full 10 digit number or type in colleague's name in the To: field. Click the text bar at the bottom to add your message. The paper clip icon will allow you to attach image. To send your message, click the Send button.
- For more information, please see our Text Messaging Guidelines.
- Only one image can be sent at a time.
From the Voicemail section you can listen, save, delete, and forward messages. To add or edit existing Voicemail greetings, select Settings and scroll down until you locate greetings.
