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Allworx® Reach for iOS
User Guide Version 1.1
Updated 6/3/2014
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Allworx® Reach for iOS
User Guide Version 1.1
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Reach for iOS 1.1 User Guide
©2014 Allworx Corp, a Windstream company. All rights reserved. No part of this
publication may be reproduced, stored in a retrieval system, or transmitted, in any form
or by any means, electronic, mechanical, photocopy, recording, or otherwise without the
prior written permission of Allworx Corp.
Software in this product is Copyright 2014 Allworx Corp, a Windstream company, or its
vendors. All rights are reserved. The software is protected by United States of America
copyright laws and international treaty provisions applicable worldwide. Under such
laws, the licensee is entitled to use the copy of the software incorporated with the
instrument as intended in the operation of the product in which it is embedded. The
software may not be copied, decompiled, reverse-engineered, disassembled, or
otherwise reduced to human-perceivable form. This is not the sale of the software or any
copy of the software; all right, title, ownership of the software remains with Allworx or its
vendors.
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Contents
Introduction ........................................................................................... 1
Setup ...................................................................................................... 3
Overview ................................................................................................ 5
Layout ..............................................................................................................5
Icons ................................................................................................................6
Wipe Current Remote Licenses .......................................................................7
Device Status ........................................................................................ 9
Presence ........................................................................................................9
DND (Do Not Disturb) .....................................................................................9
Intercom .........................................................................................................10
Volume Control and Audio Route .................................................................10
Manage Calls .................................................................................... 11
Overview ........................................................................................................11
Place a Call ...................................................................................................12
Receive a Call ...............................................................................................12
Transfer a Call ...............................................................................................13
Park a Call .....................................................................................................13
Conference Call .............................................................................................13
End a Call ......................................................................................................14
Call Status .....................................................................................................14
Calls Tab .............................................................................................. 15
Overview ........................................................................................................15
Call Details ....................................................................................................16
Scheduled Conferences ...............................................................................17
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Edit Conference Center Information ............................................................. 17
Contacts Tab .......................................................................................19
Overview .......................................................................................................19
Sorting Contacts ...........................................................................................20
Personal Contacts ........................................................................................21
Directory Contacts ........................................................................................21
Voicemail Tab ......................................................................................23
Overview ...................................................................................................... 23
Filters ............................................................................................................24
Listen to a Voicemail .................................................................................... 24
Voicemail Detail ........................................................................................... 24
Create a new Voicemail Message ................................................................ 25
Delete a Voicemail ........................................................................................ 26
Forward a Voicemail ..................................................................................... 26
Mark new/Mark old ........................................................................................ 26
Info Tab ................................................................................................27
Overview .......................................................................................................27
Go Offline / Go Online ..................................................................................27
My Server ...................................................................................................... 28
My Handset ................................................................................................... 29
My Settings ................................................................................................... 30
Report a Problem ......................................................................................... 30
Reach Application OS Settings .........................................................33
Notification Center Settings ........................................................................... 33
Privacy Settings ........................................................................................... 33
Other Settings .............................................................................................. 34
Troubleshooting ..................................................................................37
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Error Conditions .............................................................................................37
Other States ..................................................................................................39
Glossary .............................................................................................. 41
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iOS6 iOS7
1 Introduction
The Allworx Reach application enables users to send or receive business phone calls
from an iOS device. By creating a virtual handset on the iOS device, users are able to
work from remote locations and continue to send, receive, hold, transfer, and park calls;
see the handset’s call history and business/personal contacts; and listen, reply, forward,
or create voicemail.
Without creating a handset, users can manage their voicemail using the Allworx Reach
application. All options in the voicemail tab are available including listening, creating,
and sending messages.
Throughout this document, any term or view labeled as iPhone refers to any iPhone iOS
device and the iPod touch iOS device. Any term or view labeled as iPad also refers to
the iPad Mini iOS device.
The Allworx Reach application supports both iOS6 and iOS7; however, a number of the
user interface elements adopt the style of those iOS versions. For example:
This document uses examples from iOS7.
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Caution:
2Setup
To use the Allworx Reach application, the Allworx Server Administrator must provide
information about connecting to the server. This includes server IP address or
addresses, username, and password. Contact the Allworx Server Administrator for this
information.
To use the web page setup link:
• Administrators may send a “setup link” to the website http://get.allworx.com/
reach. This setup link includes the server IP addresses and username.
If visiting the setup link on a computer and the device is equipped with a QR
code reader application, open the QR code reader application and capture the
setup code. The website opens on the device.
If visiting the web site from your iOS device using an administrator provided link,
the instructions include an Auto Configure button, which enters the server IP
address and username into the required fields. Additional information is
available at http://get.allworx.com/reach/reach_faq.aspx.
• During setup, users must manually enter their Allworx password.
To manually download and install the Allworx Reach application:
1. Navigate to the App Store. Search for the Allworx Reach application. Tap the
Install button. The application downloads, and then the configuration page
displays.
Upon successfully installing or updating the Reach application, the Emergency
911 Notice displays. Read this notice, and tap the OK button at the top of the
notice to accept.
During an emergency, the technology may not provide the most timely or accurate
location data if used for a 911 emergency call. Calls may be misdirected to the wrong
emergency response center or the emergency response center may make errors when
determining your location. USE THE SERVICE ONLY AT YOUR OWN RISK DURING
AN EMERGENCY. ALLWORX WILL NOT BE LIABLE FOR RESULTING ERRORS,
DELAYS, INJURY OR DEATH.
2. Open the Allworx Reach application.
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3. Configure and activate the device:
Devices with access to the Internet:
a. Navigate to Info tab > My Server. See “Layout” on page 5 for more
information.
b. Type the IP address or addresses (separated by a comma) and Allworx
username and password provided by the Allworx System Administrator into
the appropriate fields.
c. Tap the Login button. The iOS device asks if you would like to setup a
handset.
d. Tap Yes. The My Handset page displays. See “My Handset” on page 29 for
more information.
Devices without Internet access:
a. Move the device to a another network that can connect to the Internet and
access the Allworx portal.
b. Follow steps a through d above.
c. After activating the device, return to the Intranet connection.
4. Download the supporting documentation from http://get.allworx.com/reach.
5. Place a test phone call. See “Place a Call” on page 12 for more information.
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3 Overview
Active Tab
Name
Active Tab
Action
Area
Search Field
Application
Tab s
Dialpad
Volume Control
and Audio Route
Current Call
Status Area
Device Status
Filters
Action Icons
Filters
Application Tabs
Search Field
Action Icons
Status Icons
Device Status Area
Active Tab
Action Area
Presence Status
Do Not Disturb
Audio Route
3.1 Layout
Figure 1: Basic Layout iPad
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Figure 2: Basic Layout - iPhone
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3.2 Icons
The Allworx Reach for iOS application uses icons to view the status of a call or user and
for call management. A colored icon indicates the feature is available during the call, and
a gray icon indicates the feature is unavailable. There are three types of icons:
• Status Icons - provide a visual cue of call status, contact type and availability,
action tab counts, or indicates voicemail message downloading.
• Action Icons - enable users to place, retrieve, or end the current phone call, to
use the voicemail feature, or to change the audio route or volume. Tap the
available icon within any tab to activate.
• Active Call Icons - enable users to place, retrieve, transfer, or end the current
phone call. On the iPhone tap the Phone tab to view the active call icons. Tap
the available icon to activate.
Table 1: Status Icons
Red vertical stripe indicates a
business contact.
Contact favorite. Missed incoming phone call.
Contact enabled DND. Ended incoming phone call.
Contact is receiving a phone call
(ringing).
Contact currently on a phone call.
Table 2: Action Icons
Place a phone call. Play.
End the current phone call. Record.
Pick up an incoming phone call. Stop recording or playing the
Retrieve the current call from hold. Audio Route.
Outgoing phone call.
Voicemail message downloading.
current message.
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Table 3: Active Call Icons
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Place a phone call. Tap twice to
redial the last number.
Send the current phone call to a
new phone number.
Place an intercom call. Transfer.
Disconnect the current phone call. Cancel the call transfer.
Display/Hide the numeric keypad. Park.
Mute/Unmute. Dialpad backspace.
Conference Call.
Hold.
3.3 Wipe Current Remote Licenses
The Allworx Server Administrator can send a wipe command to a lost or stolen remote
device, which removes all log in credentials and voicemail information as well as
disables the device from sending/receiving phone calls. The command requires the
Allworx server administrator to change the user password, which restarts the Allworx
Reach Application.
To use the device after receiving a wipe command:
1. Log in to the device using the current credentials and the new password provided by
the Allworx server administrator.
2. Reclaim a new license for the Allworx Reach application. See “Setup” on page 3 for
more information. This restores the voicemail information and enables the application
to send/receive calls.
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4 Device Status
The iPad Device status area displays the active application tab, the username and
extension, the Intercom and DND buttons, and the user presence.
On the iPhone, the Device Status area displays the user presence and the audio route
and volume control. To locate the Intercom button, navigate to the Phone tab. To locate
the DND button, tap the presence. The DND button is in the drop-down list.
4.1 Presence
The presence shows user availability status. To change the status, tap the status word,
and select an option from the drop-down list.
• In Office • On a Business Trip • Busy
• At a meeting • At Home • Do not Disturb
• On Vacation • Away
A blue check mark displays next to the selected presence. While the iOS device is
searching for or connecting to a network, the presence label provides a status.
Tap on the iPad screen or the iPhone Done button when complete.
(iPhone only)
4.2 DND (Do Not Disturb)
When DND is active, the iOS device does not ring for incoming calls. All calls follow the
next step in the active call route. Users can continue to place calls on the device.
To activate the DND option on the iPad:
Tap the DND button. The button changes to blue to indicate it is active. Tap the DND
button again. The button changes to black to indicate it is inactive.
To activate the DND option on the iPhone:
1. Tap the presence button. The list of Presence options display.
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2. Tap the Do Not Disturb option. A blue mark displays next to the Presence and Do Not
Disturb options.
3. Tap Done to exit the screen. The iPhone screen displays the current presence and
DND that indicates DND is active.
To turn the DND option off, repeat steps 1, 2, and 3.
4.3 Intercom
1. Tap Intercom. Dial the Allworx user extension, and then tap the Call active call icon.
For the iPhone, locate the Intercom option on the Phone tab.
2. Start talking when the device displays Active Call. The user of the dialed extension
hears the caller.
3. Press the red handset action icon or the End active call icon. To deny an incoming
Intercom request, tap Ignore.
4.4 Volume Control and Audio Route
The volume slide bar enables the user to increase or decrease the specific iOS audio
route volume currently in use. When switching from one route to another (i.e., Handset to
Speaker) the application maintains a different volume level for each route.
iPhone: Tap the audio route ( ) action icon; slide the radio button to the left to
decrease the volume or to the right to increase the volume.
iPad: Located on the lower, right side of the device; slide the radio button above the
Audio Route to the left to decrease the volume or to the right to increase the volume.
Next to the volume slide bar is an audio route action icon, if there is more than one
available audio route. Tap this action icon to select the preferred audio route such
handset, speaker, or Bluetooth. The indicator displays the current, active audio.
• Bluetooth • Handset (iPhone only)
• Speaker • Headphones
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5 Manage Calls
Note:
Status Icons
Current Call Status Area:
Caller ID and Call Details
Network Details Action Icon
Application Tabs
Active Call
Icons
Call Status and
Status Icons
Device
Status
Volume Control
and Audio Route
Current Call
Status Area:
Caller ID, Call
Details,
Network Quality
Action Icons
Calls may be lost due to no connection between the Wi-Fi access point and the server or
if there is a cellular to Wi-Fi network change.
5.1 Overview
Figure 1: Active Calls Detail - iPad
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Figure 2: Active Call Detail - iPhone
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5.2 Place a Call
iPhone: Navigate to the Phone tab.
While dialing, matching contact numbers display in the Call Status section. The
backspace action icon removes the last digit. Press and hold to remove all digits.
To dial an external number, begin by dialing the outside line access digit set in the dial
plan (usually 9), dial the phone number, and then tap the Call action icon.
To dial an internal extension, dial the direct extension, and then tap the Call action icon.
To redial the last outgoing number, tap the Call action icon twice.
5.3 Receive a Call
The Allworx Reach application always notifies users of incoming calls. To answer the
Allworx Reach call:
iOS Device mode Method
Active • Ignore: sends the call to the next step on the active call route after the
system specified number of rings.
• Accept: answers the incoming call.
Sleep Select one of the options:
• All iOS versions: slide the Allworx Slide to Answer notification to the
right. This unlocks sleep mode and answers the call.
• iOS 7: The lock screen displays an Allworx Reach notification with two
controls - a small Slide to Answer control and a large Slide to Unlock
control.
• Slide to Answer (recommended): unlocks the device, opens the
Reach application, and answers the call.
• Slide to Unlock: stops the call from ringing. Open the Allworx
Reach application icon, and then tap the Incoming Call active icon in
the Active Call area.
• iOS 5.x/6.x: swipe the iOS Slide to Answer notification bar to unlock
the sleep mode, open the application, and answer the call.
Users can close the Allworx Reach application to use another iOS device application
without ending the call. If a second call comes in and the user taps the Accept button to
answer the call, the Allworx Reach application automatically places the first call on hold.
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5.4 Transfer a Call
1. Tap the Transfer action icon.
2. Select a transfer option
Option Description
Blind Send the call unannounced to a new extension.
Attended Send the call announced to a new extension.
To Voicemail Send the call to an Allworx directory contact voicemail.
To My Cell Phone Send the call to the current phone user’s cell phone. If there is no cell phone
number, a dialog box displays to enter and store the cell phone number.
Cancel iPhone only: reverts back to the keyboard.
3. Dial the number and tap the Transfer action icon to complete the transfer.
Tap the cancel transfer ( ) action icon to cancel the active call transfer and place
the call on hold. Tap the ( ) action icon to retrieve the on hold call. The display
status changes to active call.
5.5 Park a Call
To place the call into a Parking Orbit, press the Park action icon. The Parked Call filter
displays all the calls parked in any Parking Orbit.
To retrieve a call from a Parking Orbit, navigate to the Calls > Parked page. Select the
parked call, and then tap the green handset action icon.
5.6 Conference Call
1. Place the current, active call on hold.
2. Place or receive the second call, the active calls section displays both calls.
3. Tap the conference action icon to join the two phone calls. This connects both calls to
a single, active call. The display shows both calls as active.
To end one segment of the call, tap the red handset action icon in the active call
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area. To end the entire conference call, tap the End action icon. If one party hangs
up, that segment drops.
5.7 End a Call
To end the current call, tap End at the bottom of the keypad or tap the red handset action
icon in the Call Status section.
5.8 Call Status
The call status information contains the caller ID name and number, the date and time of
the call, a timer, the network mode quality, and indicates the current phone call is:
• Incoming – an outside caller is contacting the extension
• Ringing – user is calling another extension or phone number
• Active – handset is currently in use
• On Hold – current call is on hold
• Transferring Blind – sends the call to another extension without announcing
the call
• Transferring Attended – sends the call to another extension with announcing
the call
• Transferring to Voicemail – sends the call to the voicemail of another
extension
• Transferring to Cell Phone– sends the call to the user’s cell phone
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Search Field
Filters
Call Items
Action
Icons
Status
Icons
Contact and
Call
Status
Information
Navigation
to Contact
Detail
information
Action Icons
Status Icons
Application
Tab s
Contact and
Call
Status
Information
Network
Details
6 Calls Tab
The handset displays a call history specific to the extension. The call items display the
caller ID, date/time of call, and status / action icons. A right-to-left swipe of the call item
enables the user to tap the Delete button and remove the phone call from the listing.
6.1 Overview
Figure 1: Calls Tab and Call Detail - iPad
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Filters
Call Items
Application
Tab s
Search
Field
Action Icons
Status Icons
Navigation
to Contact
Detail
information
Contact and
Call
Status
Information
Status Icons
Action Icons
Network
Details
Figure 2: Calls Tab and Call Detail - iPhone
Filters
Filter Description
All Display the Call History, Parked, and Scheduled Calls.
Parked Display all calls placed into the Parking Orbit.
Missed Display only the unanswered phone calls.
Scheduled Display the conference description, ID number and PIN, date, and time. Tap the
conference list item for more detail.
6.2 Call Details
To see the Call Details view, tap a listing in the Call History List. The call status
information contains the contact name or caller ID, date/time of call, call duration,
favorite status, received/sent call, network used, network statistics, presence (for
directory contacts only), and indicates if the current phone call was:
• Ended • Missed (indicated in maroon text) • Transferred
• Check number • Parked at: <Parking Orbit Number> • Dropped
Tap the green phone action icon to redial the last received number from that contact.
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Note:
6.3 Scheduled Conferences
The Allworx Reach application downloads the scheduled conference calls from My
Allworx Manager and not from any other external calendar. To schedule a conference
call, go to My Allworx Manager and login. When the conference call is about to begin,
tap the conference call green handset action icon automatically dials the Conference
Bridge. The Auto-dialing Conference ID and password display in the Call Status area.
After the Conference Bridge answers, the system automatically dials the
conference ID and password.
6.4 Edit Conference Center Information
Users can edit the Name and Password of scheduled conferences prior to the pre-join
time or conference start time.
To edit the scheduled conference:
1. Tap the Calls tab. Tap the Scheduled filter. A list of scheduled conferences displays
in the tab area.
2. Tap the scheduled call, the conference information displays.
3. Tap the Edit button above the right information column. Tap in the field, and type in
the new information.
Name – type in a new name for the conference
Password – type a new numeric password for the conference (10 characters max)
4. Tap the Done button above the right information column to save changes.
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Search Field
Filters
Contacts
Application
Tab s
Contact Caller ID
Directory
Contact
Contact
Available
Phone
Numbers
Navigation
Buttons
Action Icons
Status Icons
7 Contacts Tab
The iOS device displays contacts specific to the Allworx handset. The iOS device
accesses the Allworx server for the Directory contacts and the device contact application
for Personal contacts. Together, these create the listings in the Contacts tab.
The contact listing displays Contact photo (if available), Caller ID name and number,
presence, favorite, and availability status. See “Icons” on page 6 for more information.
7.1 Overview
Figure 1: Contacts Tab and Contact Detail - iPad
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Note:
Filters
Call
Items
Search
Field
Action Icons
Status Icons
Application
Tab s
Contact
Caller ID
Contact
Available
Phone
Numbers
Navigation Buttons
Action
Icons
Figure 2: Contacts Tab and Contact Detail - iPhone
Filters
Filter Description
All Display the entire contacts list of the device.
Favorites Display contacts with the Favorite status icon.
Directory Display contacts from the business directory.
Personal Display contacts from the Contacts application.
Personal contacts stored on the iOS device are not stored on the Allworx server.
7.2 Sorting Contacts
1. Navigate to the Info tab and tap My Settings.
2. Tap the Contact Sort Order, and select the sort order preference. A blue check mark
indicates the choice.
• Last, First – Displays the contact list alphabetically, last name then first name.
• First, Last – Displays the contact list alphabetically, first name then last name.
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7.3 Personal Contacts
To add personal contacts, open the device Contacts application. If personal contacts do
not display, check the iOS device privacy settings.
To edit existing personal contacts:
1. Tap the contact to open the Personal Contact Detail page, and then tap Edit. Contact
information displays, as well as the option to FaceTime, Send Message, Share
Contact, or Add to Favorites (personal contact favorite).
2. Tap Edit in the dialog box to add or update contact information. Tap the appropriate
field and enter the information or the picture area to change the photo.
3. Tap Done to save the changes or Cancel to exit the edit screen, and then tap outside
the dialog box to return to the Contact Detail screen.
If a personal contact has more than one phone number, select the box next to the
preferred phone number. Tap again to deselect.
Tap the star in the upper, right corner in the Contact Detail section to make the
contact a favorite. Tap again to deselect.
4. Tap Contacts to navigate back to the Contacts tab.
7.4 Directory Contacts
To delete, take or change directory contact photos:
Tap the contact, and then tap Edit. Select an option. When finished, tap Contacts to
return to the Contacts list.
Option Description
Delete Photo Remove the current photo. Tap Delete. The photo no longer displays.
Take Photo Open the camera option and capture a new photo. Tap Use.
Change Photo Choose another contact photo. Open the Camera Roll, Photo Library, or other graphic
directory. The directory opens, locate and tap the preferred photo, and then tap Use.
Cancel iPhone only: exists the edit screen.
iPad only: tap outside the dialog box.
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Search Field
Filters
Application
Ta bs
Navigation
Buttons to
create voicemail
messages.
Action
Icons
Status
Icons
Voicemail
Boxes and
Voicemail Item
Detail area
Action
Icons
Status
Icons
Voi cemai l
Actions
Voicemail
Detail
8 Voicemail Tab
The number in the top, right corner of the Voicemail tab indicates the number of new
voicemail messages. This number also displays on the Reach icon in the notification bar.
The voicemail item displays Caller ID and the date/time of the call. Unread messages
are in bold text. Tap the Play action icon to play the message or the Stop action icon to
stop playing the message. A right-to-left-swipe of a call item enables the user to toggle
between the Mark Old, Mark New or Delete the call item. To cancel, do a left-to-right
swipe the call item.
8.1 Overview
Figure 1: Voicemail Tab and Voicemail Detail - iPad
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Search Field
Filters
Application
Ta bs
Navigation Button
to create voicemail
messages.
Action Icons
Status Icons
Voicemail
Boxes and
Voicemail
Item
Detail
area
Action
Icons
Voicem ail
Actions
Voicemail
Detail
Figure 2: Voicemail Tab and Voicemail Detail - iPhone
8.2 Filters
The Allworx Reach application enables users to select each filter independently to
display or hide the voicemail listings matching the filter criteria.
Filter Description
Inbox Display the incoming read and unread voicemail listings.
Draft Display the newly created, but unsent voicemail listings.
Sent Display the transmitted voicemail listings.
8.3 Listen to a Voicemail
To listen to the new voicemail, tap the green arrow action icon. To stop playing the
message, tap the stop action icon.
8.4 Voicemail Detail
Tap the voicemail item and the voicemail detail screen displays.
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Description
Reply The device displays the Draft voicemail dialog box (for directory contacts
with an active voicemail box).
Forward The device displays the Draft voicemail dialog box.
Delete The device removes the voicemail from the voicemail item listing.
8.5 Create a new Voicemail Message
To create a new message:
1. Tap the Create New button. The Draft dialog page displays.
2. Tap the Record action icon to record a message up to two minutes long. The action
icon changes while recording. Tap the stop action icon to end the recording. Tap the
Play action icon to listen to the recording. Repeat step 2 to re-record the message.
3. Tap the Recipients link, and the directory contacts listing displays. Scroll through the
list of directory contacts, and tap each contact that needs to receive the message. A
blue check mark displays next to the selected recipients. Tap the Draft button to
return to the Draft dialog page.
4. Tap Attachment and select the message to accompany the created voicemail
message. Tap the Draft button to return to the Draft dialog page.
5. Tap Send to forward the message.
To delete any part of the new message, tap the Delete… button, and select an option.
Option Description
Entire Message Delete the entire draft voicemail message.
Introduction Remove the recorded introduction from the draft voicemail.
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Option Description
Attachment Remove the attachments from the draft voicemail.
Recipients Remove the recipients from the draft voicemail.
Cancel (iPhone only) Direct the user to the previous screen.
8.6 Delete a Voicemail
To delete a voicemail listing:
• Swipe the message listing, and then tap the Delete button.
• Tap the message listing, and then tap the Delete button.
8.7 Forward a Voicemail
To forward a voicemail listing:
1. Tap the voicemail listing, and then tap the Forward button.
2. Follow the steps in “Create a new Voicemail Message ” on page 25.
8.8 Mark new/Mark old
To change the voicemail listing status, swipe the message listing, and then tap the Mark
new/Mark old button.
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Connection
Status
Application
Tab s
Navigation to
Reach
Application
Settings
9 Info Tab
Users can set the Allworx Reach device Offline/Online, setup the server connections,
connect or delete the Reach handset, setup the device personal preferences, or report a
problem. The Info tab also displays the status and network information.
Status Description
Registered With Indicate the registered server IP address of the Reach device.
Connecting Indicate the Reach device is locating an available network. The presence label also
indicates Connecting status of the device.
Network Indicate the network type and name the Reach device is using.
Offline Indicate the Reach device is not connected to the network.
9.1 Overview
Figure 1: Layout - iPad and iPhone
9.2 Go Offline / Go Online
• Go Offline – stops communication with the server. The calling features are
inactive. iPad only: The button changes to Go Online.
• Go Online – connects to server and all functions are active.
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9.3 My Server
9.3.1 Login
Input the server information provided by the Allworx Server Administrator, and then tap
the Login button.
9.3.2 Change Password
If the Allworx server is using server software 7.7 or later, users can change the password
to a new password at anytime. Tap the Change Password button. The Change
Password page opens. Fill in the fields, and tap Change Password. The Allworx Reach
application automatically logs in and is ready for use.
The Allworx Server Administrator can require users to enter strong passwords and/or
change the password at login.
To change password at initial setup and configuration:
1. Setup and configure the Allworx Reach application. See “Setup” on page 3 and
“Login” on page 28 for more information. An Error message displays indicating a
password change is required. Tap OK. The Allworx Reach application immediately
opens the Change Password window.
2. Enter a new password, and then confirm the new password. If the Allworx Server
Administrator requires strong passwords, helpful hints display under the Save/Cancel
buttons for the password requirements.
3. Tap Save Password . The Allworx Reach application proceeds to setting up a
handset.
To change password at login:
1. Launch the Allworx Reach application on the device. The device displays a message
indicating to change the password.
2. Tap Change Password Now. Enter the Old password, New password, and Confirm
password. If the Allworx Server Administrator requires strong passwords, helpful
hints display under the Save/Cancel buttons for the password requirements.
3. Tap Save Password . The device is ready to use.
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The SIP Port and the AMDS Port settings are the TCP ports for communicating with the
Allworx Server for SIP phone signaling and for authentication, presence, and voicemail
access. In most cases, the default values are correct. However, if the Allworx Server
Administrator requires configuration changes that require accessing these services on
different ports, adjust these fields to the new values.
Field Input
Server IP Address Provided by the Allworx Server Administrator.
Username Provided by the Allworx Server Administrator.
Password Provided by the Allworx Server Administrator.
SIP Port Default value is 5060.
AMDS Port Default value is 8081.
9.4 My Handset
Users can add a new Allworx Reach handset or delete an existing Allworx Reach
handset. When creating a new handset, the system adds the device to the primary
extension call route. If there are no Allworx Reach licenses, available, users cannot
Create a Handset.
To add a new handset:
1. Tap My Handset and the Install new handset on this device page displays.
2. Select an option to add a new handset. If no eligible licenses are available, an error
message displays indicating the device is not eligible to install a new handset.
Create New – displays the number of licenses available to the user and the number
of available licenses in the system. Tapping this option enables the phone options on
the device.
Reserved – indicates the Allworx Server Administrator has saved a license, but the
user has not claimed the license.
Migrate handset from another device – displays a list of available Reach devices
the user can move the licenses from. Tap an existing Reach device to move the
license to the current Reach device.
To delete a handset:
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1. Tap My Handset and the My Handset page displays.
2. Select the appropriate option for deleting the handset:
Delete handset on this device – removes the handset information from the device.
The license is still associated with the user.
Delete handset on this device and on server - removes devices associated with
the extension. The license is no longer available to the user and is available for
anyone within the system to use.
9.5 My Settings
The settings enable each user to set personal preferences for the application.
Setting Description
Cell Number Enter a cell phone number to transfer calls directly to a cellular network.
Contact Sort Order Last, First – Displays the contact list alphabetically, last then first name.
First, Last – Displays the contact list alphabetically, first then last name.
When Dialing Play Sound – Audible tones indicate dialing.
Vibrate (if available) – Phone vibrates to indicate dialing.
Audible Dialing Follow Server Settings (On) – Uses default server settings.
Always On - Hear tones while dialing.
Always Off – Tones are silent while dialing.
Intercom Auto Answer Follow Server Settings (On) – Uses default server settings.
Always On - Answer with a live microphone after the alerting tone.
Always Off - Answer an intercom call manually, like a regular phone call.
Off Hook Ringing Follow Server (On) - Use default server settings. (Default)
Always On - Enables the phone to ring if there is an active, incoming call.
Always Off - The phone will not ring if the user is already on an active call.
The appearance LED indicators and the display operation are not affected.
Ringtone Family Tap the - or + (numbers 1 through 5). This changes the audible tones for
incoming calls.
9.6 Report a Problem
Users can report unexpected application events and send detailed application logs to the
Allworx reseller or the support contact. Report any unexpected application events or
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Note:
suggestions immediately for analysis to improve the Allworx Reach experience.
Option is only available with an active email account set up on the device.
1. Tap the Report a Problem button. The application displays an email message ready
to send to Allworx that contains the Allworx Reach Version, Device Type, and
Debugging log information. Please do not remove.
2. Enter the Allworx support vendor email address.
3. Type a detailed description of the issue and then tap Send to forward the email to the
Allworx support vendor. Tap Cancel to Delete or Save the draft message. The Info
tab displays on the device screen.
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10 Reach Application OS Settings
There are options within the Settings application on the iOS device that affect the Reach
application, if changed.
10.1 Notification Center Settings
1. Navigate to the device home screen, and tap the Settings application icon.
2. Locate and tap Notifications Center > Allworx Reach. Set the options to your
preference.
Setting Description Options
Alert Style Location of the visual notification. • None
• Banners
• Alerts
Badge App Icon Enable displaying the count of new voicemails and
missed messages in the red badge icon.
Sounds Audio indication of a notification. • On
Show in Notification Indicate if the alerts display in the Notification Center • On
Include Choose to show the most recent number of items in the
Notification Center.
Show on Lock Screen Display alerts on the lock screen. • On
• On
• Off
• Off
• Off
• 1 Recent Item
• 5 Recent Items
• 10 Recent Items
• Off
10.2 Privacy Settings
This option is only available for iOS devices with software version 6.0 or later.
1. Navigate to the device home screen, and tap the Settings application icon.
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2. Locate and tap Privacy. Tap the option in the listing.
Setting Description Options
Contacts Enable the Allworx Reach application to access the
device contacts.
Photos Enable the Allworx Reach application to access photos
stored on the device.
Microphone Enable the Allworx Reach application to access the
device microphone.
• On
• Off
• On
• Off
• On
• Off
3. Locate the Allworx Reach listing, and turn On the option.
10.3 Other Settings
1. Navigate to the device home screen, and tap the Settings icon.
2. Adjust the following settings as necessary.
Setting Description Option
Airplane Mode Enable airplane mode to turn off the Cellular (voice and
data), Wi-Fi, and Bluetooth wireless connections and
services:
If enabled, an airplane icon ( ) displays in the status bar
at the top of the screen.
Wi-Fi Enable Wi-Fi access and selection of a network.
1. Tap the Wi-Fi option.
2. Tap the switch to set the Wi-Fi.
3. Locate and select a network in Choose a Network… to
activate.
Bluetooth Enable Bluetooth connectivity and selection of a device.
For iOS devices with software version 5.1.1 or earlier:
navigate to Settings > General > Bluetooth.
For iOS devices with software version 6.0 or later: tap
Bluetooth.
Cellular Data Enabled to work over the device cellular data plan or disable
to work only over Wi-Fi. NOTE: The Allworx server
administrator may restrict Reach for iOS handsets to Wi-Fi
networks only.
For iOS devices with software version 5.1.1 or earlier:
tap the Cellular Data option.
For iOS devices with software version 6.0 or later:
navigate to General > Cellular.
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• On
• Off
• On
• Off
• Select a Bluetooth
device in the Devices
section to activate it.
• On
• Off
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Setting Description Option
Do Not Disturb Enable the iOS device to not ring during notification while
the device is locked.
For iOS devices with software version 6.0 or later: tap
the Do Not Disturb option.
Sounds Changes the Ringer and Alerts volume and specifies
ringtones for each type of notification.
For iOS devices with software version 5.1.1 or earlier:
tap the General option, and then tap the Sounds option.
For iOS devices with software version 6.0 or later: tap
the Sounds option.
Mail, Contacts,
Calendars
Set the Contact Sort and Display Order.
1. Tap the Mail, Contacts, Calendars setting.
2. Locate the Contacts section. Tap the option, and select
the order from the list.
Scheduled:
• On
• Off
Allow Calls From:
• Everyone
• No One
• Favorites
Groups:
• All Contacts
• Adjust the sounds as
necessary.
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11 Troubleshooting
11.1 Error Conditions
Condition Description Solution
Reach for iOS 1.1 User Guide
Setup
Incomplete
Server
Unreachable
Registration
Failed
Server
Connection
Failed
Authentication
Failed
Handset Does
Not Exist
Handset
Invalid
Handset
Disabled
User did not complete the set
up.
User’s device cannot connect
to the Allworx server.
User’s handset did not register
with the Allworx Server.
User’s handset did not connect
with the Allworx Server.
User entered an invalid
username and/or password for
the Allworx Server.
The Allworx Server
Administrator has deleted the
Allworx Reach handset, or it
has been migrated to another
mobile device.
User’s Allworx Reach handset
license is no longer valid.
The Allworx Server
Administrator has temporarily
disabled your Allworx Reach
handset.
Tap the Configure Now button within the message.
The My Server dialog box displays.
Follow the steps in the “My Server” on page 28 to finish
the configuration.
Tap the Check Address button within the message.
The My Server dialog box displays.
Follow the steps in the “My Server” on page 28 to check
the IP address and the network connection.
Navigate to the Info tab and tap the My Handset button.
Follow the steps in the “My Handset” on page 29 to
complete the registration.
Follow the steps in the “My Server” on page 28 to check
the IP address and the network connection.
If this problem persists, contact your Allworx Server
Administrator.
Tap the Configure Now button within the message.
The My Server dialog box displays.
Re-enter the Username and/or Password.
Tap the Configure Handset button within the message.
The My Handset dialog box displays.
Remove the handset, and then create a new handset.
See “My Handset” on page 29 for more information.
The Allworx Server may be in need of new license keys.
Contact your Allworx Server Administrator.
Contact your Allworx Server Administrator.
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Condition Description Solution
Portal
Unreachable
(activated)
Portal
Connection
Failed
Portal Login
Failed
Generic An unexpected error has
Device does
not ring.
Search is not
working.
The device
displays the
message “All
Reach user
data has been
remotely
cleared by the
administrator.”
The device
displays the
message “You
must change
your password
to continue.”
The handset cannot reach the
portal because it does not have
access to the Internet or
because of an internal error on
the portal.
occurred.
Device does not ring when
Reach is running in
background mode.
The Search feature does not
provide known matches when
entering criteria in the Search
field.
The Allworx Server
Administrator received a
notification that someone lost
or stole the device and did a
wipe of the Allworx Reach
information on the device.
The Allworx Server
Administrator updated the
server profile to require a new
password.
Tap the Try Again button. The device restarts the
connection process.
For servers without access to the INTERNET:
• Move the device to a network that can connect to the
INTERNET and access the Allworx portal.
• After activating the device, return to the preferred
network connection.
If this problem persists, contact your Allworx Server
Administrator.
Locate the device volume button and increase the
device volume. The device displays a squarish overlay
titled ringer with a picture of a bell on it. This ringer
volume is used for all incoming calls and notifications.
The audio route and volume icons are specific to the
audio route currently in use. When switching from one
route to another (i.e., Handset to Speaker) the
application maintains a different volume level for each
route.
Verify at least one of the tab filters is active.
See “Wipe Current Remote Licenses” on page 7 for
more information.
Tap the Change Password Now button and follow the
onscreen prompts.
See “Change Password” on page 28 for more
information.
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Condition Description Solution
Reach for iOS 1.1 User Guide
The device
displays the
message “You
are required to
change your
password
before logging
in.”
Continuous
ringing after
call answering
or ending an
Allworx Reach
call.
The Allworx Server
Administrator updated the
server profile to require a new
password.
Allworx Reach user continues
to hear ringing when on an
active call or after ending the
call.
Tap the Change Password Now button and follow the
onscreen prompts.
See “Change Password” on page 28 for more
information.
1. Navigate to Info Tab > My Settings.
2. Locate the Background Rings line and change the
number of rings heard on an incoming call.
11.2 Other States
Condition Description Solution
Online The Allworx Server
Administrator has installed the
Mobile Link feature key, and
there is a connection to the
Allworx server; however, the
device is missing the handset
configuration. All non-call
related features are available
(Presence, Voicemail,
Conferences, etc.).
Restricted The user attempted to connect
to the Allworx server over a
cellular network. The Allworx
Server Administrator has
configured the Allworx Reach
handset for WiFi-only use.
Offline User has chosen to put the
application Offline, which stops
communication with the server
Evaluation The user connected to an
Allworx server with no Mobile
Link feature key installed and
no configured handset on the
device.
Tap the Go To Voicemail button and the Voicemail tab
displays. See the “Voicemail Tab” on page 23. for more
information.
To send or receive phone calls, configure an Allworx
Reach handset. Tap the Configure Handset button.
The Handsets dialog box displays. See “My Handset”
on page 29 for more information.
Contact the Allworx Server Administrator.
Tap the Go Online button. The application starts a new
connection attempt.
Contact the Allworx Server Administrator about
obtaining Reach Licenses to unlock more features.
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12 Glossary
Condition Description
DND Do Not Disturb
EULA End User License Agreement
Parking Orbit A system wide location to hold a call. Users dial an extension to retrieve
a call from the Parking Orbit.
iOS The operating system for Apple products.
SIP Session Initiation Protocol
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User Guide
1 866 ALLWORX • 585 421 3850
Part number: 5000502
www.allworx.com
Version: 1.1 Revised 6/3/2014
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