UCaaS Desktop (formerly ENA SmartUC Desktop)

ENA by Zayo UCaaS Desktop (formerly ENA SmartUC Desktop) puts the functionality of your desk phone onto your computer using the Wi-Fi, broadband, or mobile data services available and connected to your computer. You can make and receive calls, hold calls, transfer calls, and conference in a third party. 

Depending on your account’s feature package, you may also use Desktop to...

• chat or send SMS messages
• file share
• see the presence information of other UCaaS users in your business group
• create and schedule meetings with video collaboration.

System Requirements

Computer

Audio and Video

We recommend using an external video camera, external headset, or external speaker and microphone, rather than the computer's built-in speaker, microphone, and camera.

Desktop works with the following types of external devices:

• Dual-jack multimedia headset
• Bluetooth® multimedia headset
• USB multimedia headset
• USB phone
• USB video camera

Download and Install

Click here to download Windows client.

Click here to download MacOS client.

Customers who operate a central system, like mobile device management (MDM), can use our MSI file to push out this application update to end users. To download the MSI file, click here.

Log In

When prompted, enter your full 10-digit UCaaS phone number and account password 

 Change Your Account Password

1. Click Avatar.
2. Click Change Password.
3. Follow the prompts.

Settings

Select Avatar, then Settings to manage the application capabilities below.

• General
• Calls
• Meetings (feature package dependent)
• Chat (feature package dependent)
• Audio & Video

Add

Select the Add icon to perform the following actions (as applicable to your assigned feature package).

• Start a New call
• Start a New group chat
• Add a contact
• Create, Schedule, or Join a meeting

Contacts

By default, your UCaaS Desktop contact list includes all users within your business group.

Manage Contact Source

You may set Desktop to use your Outlook or Apple contacts instead.

Windows: Avatar > Settings > General > Contacts

Mac:  Avatar > Settings > General > Contacts

View and Manage Contacts

Select the Contacts icon. Depending on how your service is set up, the contact list may include:

• Contacts saved directly to Desktop
• Contacts in the Outlook or Mac address book stored locally on your computer
• Contacts from your UCaaS user portal
• Contacts in your corporate directory

Select a contact and then Contact details to view contact information and your call history with the contact. 

Select the More icon to:

• View chat history
• Add to favorites
• Be Notified of (or Stop Watching) the contact's availability
• Edit contact
• Delete contact.

Favorites

For quick access to frequently called numbers, add a contact to your Favorites list by selecting the desired contact, then click the Star Symbol next to their name.

Calls

In-Call Controls

During an active call, the following in-call controls may appear in the call window:

1. Add a participant
2. Transfer the call
3. Send a chat message to the caller (If available)
4. Uplift the call to a meeting (If available)
5. Put the call on hold
6. Start video feed
7. Mute your microphone
8. Adjust call volume
9. Access the keypad
10. Move call from UCaaS Desktop to Mobile or your desk phone (if available)
11. Record the call
12. Merge an active and held or two held calls into a 3-party conference.
13. End the call

Place Calls

When you place a call from Desktop, the caller ID appears as your UCaaS number.

From Dialer

1. Place cursor in Enter name or number field and use the onscreen dialpad or your desktop keyboard to type in the number.
2. Click or, if dialpad is open, click Call.

From Contacts

1. Click Contacts.
2. Roll your mouse over contact name and click .

From Recent

1. Click Recent.
2. Roll your mouse over a recent call and click .

Place  a Second Call

While on an active call, you may make a second call from the main window. The first call is automatically placed on hold.

Receive Calls

Single Call

When you receive a call to your UCaaS number, the call will appear on your desktop with the option to Accept or Reject the call.

Second Call

When you are on an active call and you accept a second call, the first call is automatically placed on hold.

Transfer Calls

Blind Transfer

If you would like to send a call directly to a recipient without speaking to the recipient first:

1. When you are on an active call, click the transfer icon in the active call window.
2. In the transfer window, click the name of the transfer recipient in your contact list or enter number in the Enter name or number field.
3. Click Transfer Call.

Consultative Transfer

If you would like to speak to the recipient before transferring the caller:

1. When you are on an active call, place a call to the transfer recipient by selecting them from the contact list or entering the number in the Enter name or number field in the main window.
   When the transfer recipient answers, the original call is automatically placed on hold.
2. You see an active call window for both callers. Click the transfer icon in the window of the call to be transferred.
3. Click on the transfer recipient’s name in the drop-down to complete the transfer.

Direct To Voicemail Transfer

If you would like to send a call directly to a recipient's voicemail:

1. When you are on an active call, click the transfer icon in the active call window.
2. To transfer to a four-digit extension, enter *90 followed by the number to which you want to transfer the call. To transfer to a five or six-digit extension, enter * followed by the number to which you want to transfer the call.
3. Click Transfer Call.

Transfer Active Call to Held Call or Held Call to Active Call

When you have one active call and another call on hold, clicking the Transfer call icon in either call window will show the other call as a transfer option.

Conference in Third Party

If you would like to conference in a third party:

1. When you are on an active call, roll your mouse over the active call window and click the plus sign to Add participant.
2. In the Add Participants window, place a call to the third party by selecting them from the contact list or entering the number in the Enter name or number field in the main window.
3. Click Add.

Merge Calls

When you are on an active call and have a second caller on hold, click the merge icon in the call window of either call to merge the calls into a three-party conference call.

Video Calls

If the person you are talking to is also using UCaaS on the same network, you can upgrade your call to video at any time. Click on the Video icon to start your video feed. The other person will receive a prompt inviting them to activate their video. Click on the Video icon at any time to turn off your video feed.

Voicemail

Set Up Voicemail

The first time you access the Message Center, the system will walk your through your voicemail setup.

To initialize your voicemail, dial *318 from Desktop and follow the prompts.

Manage Voicemail

Click  to listen to and manage voicemail.

Voicemail availability in Desktop depends on your voicemail settings. Please contact your system administrator if you have questions on your settings.

Chat

Chats with external contacts are handled differently than chats with other UCaaS users.

Chats with other UCaaS users use a P2P (peer-to-peer) IM (Instant Message) protocol and may include media (photos, files, and video) in addition to text. You may also create group chats with other UCaaS users.

Chats with external contacts use SMS (Short Message Service) protocol and are text only.

You may view and select from the available chat types for a number in the drop-down in the chat window.

In-Chat Controls

From within the chat window, you have the option to:

1. Receive a notification when a busy or offline contact becomes available
2. Start a video meeting
3. Send files
4. View your chat history with the contact
5. Call the contact
6. Add participants to the conversation

Instant Messaging

Chat Using IM with a Single Person

Click the chat icon for any call or contact to initiate a chat with that individual, or Enter name or number and click Chat.

Create IM Group Chat

Click New Group Chat under File menu or click Add Participants in an active chat window.

REJECT CALL WITH IM

If Instant Messaging is available between you and an incoming caller you can reject a call and send the caller an instant message. Click the drop-down next to Reject and select one of the system messages, or click Custom Message to type your own message.

SMS (Short Message Service)

If SMS is enabled for your account, you are able to send and receive text-only messages to numbers, including numbers outside of your business group.

1. Enter the number.
2. Click chat icon or Chat.
3. Type message in chat window.
4. Press Enter.

Presence

Let others know whether you are available or busy by setting your Presence to Online or Busy.

If you do not set your Presence, Desktop automatically shows other Desktop users in your system when you are:

• Away
• In a Call

If you are using Desktop for Windows, you may also configure Desktop to show your Presence as In a Meeting during busy times on your Outlook Calendar.

To configure Desktop Presence to reflect busy times in your Outlook Calendar:

1. Go to Tools > General and select Use contacts from Outlook. This enables your Outlook status reflect within UCaaS.
2. Go to Tools > Chat and select Change my status based on Outlook Calendar events.

Recent Calls and Chats

Recent Calls

Click Recent > Calls to view a list of recent calls.

You may initiate a new call or chat from this list.

Recent Chats

Click Recent > Chat to view a list of recent chats. Click the chat icon to view the chat.

Clear Missed Call or Chat Alert

You see an alert on the Recent tab when you miss a call or chat.

To view information about the missed call or chat, click Recent and click on the Calls or Chats tab marked with the red dot.

Call Manager

Call Manager in the Enhanced Feature Package

To open your Call Manager, click your name to open the drop-down menu.

Do Not Disturb

When your extension is set to Do Not Disturb, calls will be forwarded immediately to your voicemail.

If you select Allow calls from the Priority Callers list, calls from those extensions will ring through to your extension when Do Not Disturb is active.

To designate Priority Callers, click View all settings in the drop-down. When Do Not Disturb is active, click priority callers to open and manage the list.

Ring Your Phones in Order/Together

You may select these options in the Call Manager drop-down.

To configure these options, click View all settings in the Call Manager drop-down. Select the option you would like to configure from the Incoming calls drop-down.

Call Manager in the Executive Feature Packages

To open the Call Manager click Tools, then Call Manager.

Ring my phone

This is the default setting. When selected, calls to your number or extension will ring your phone.

When calls are set to ring your phone, you may set Additional options for calls you don't answer or calls that come in while you are in a call. You may also record or upload a custom ringback tone.

Forward to

Select a number from the drop-down menu or enter a new number to forward all calls immediately.

Send to voicemail

Click the radio button to send all calls to voicemail.

Use rules

Select a set of previously created rules from the drop-down to apply them to incoming calls.

Click Rules to create a New Set of Rules or to Add New Rule to an existing set.

Handle depending on the time or day

Apply different call handling rules to different schedule periods.

Click Weekly Schedule to create regular schedule periods.

Click Special Days to designate holidays or other days to which to apply specific rules.

Log In or Out of Multi-Line Hunt Group from Desktop

To log in or out of a Multi-Line Hunt Group using Desktop, open Tools > Groups. With the MLHG name highlighted under Group Membership, click Login or Logout under Status.

UCaaS Meet

Manage Settings

Meet for Windows

1. Click Tools.
2. Click Options.
3. Click Meetings.
4. For additional settings, click Advanced Settings.

Meet for Mac

1. Click ENA SmartUC Desktop in the menu bar.
2. Click Preferences.
3. Click Meetings.
4. For additional settings click Advanced Settings.

Instant Meetings

1. Click Meetings or .
2. Click Create a Meeting.
3. Click Invite IM Contacts to choose other UCaaS users within your business group.
4. Check the box for IM Contacts would like to invite.
5. Click Invite Others to Send Email Invite or Copy Meeting Link to send to people who are not UCaaS users in your business group or to people who are outside of your business group.
   Note

   When you invite non-UCaaS users to a meeting, they are prompted to download the meeting application. Once downloaded, participants will tap Join a Meeting rather than Log In.
6. Click Start Meeting.

Schedule a Meetings

Schedule

1. Click Meetings or .
2. Click Schedule a Meeting.
3. Enter a topic, time and date, and configure additional options for your meeting.
4. Choose the Calendar to which you would like to add the meeting.
5. Click Schedule.
6. Invite participants to the meeting created in your calendar.
   Note

   When you invite non-UCaaS users to a meeting, they are prompted to download the meeting application. Once downloaded, participant will tap Join a Meeting rather than Log In.

Start

1. Click Meetings or .
2. Click View Upcoming Meetings.
3. Hover your mouse over the meeting you would like to begin and click Start.

In-Meeting Controls

Audio

Click the microphone icon to mute or unmute. Click ^ to open the in-meeting audio controls. These include device selection and an audio device test function.

Video

Click the video icon to start or stop video. Click ^ to open the in-meeting video controls. These include device selection and a virtual background feature.

To add a virtual background:

1. Click ^ next to Start/Stop Video.
2. Click Choose Virtual Background.

Security

Click the Security icon to: Lock the meeting to prevent additional participants from joining Enable the waiting room When a participant enters the waiting room, you see the participant’s name and must add that participant to the meeting before they are able to join. Manage participants ability to share screens, chat, or rename themselves

Participants

Click Participants icon to: Mute individual or all participant audio Mute participant video Chat Ask to start video Make host Make co-host Rename Put in waiting room Assign a participant to type Closed Captions Note Closed captions must be typed by a participant using Desktop.

Polls

The polling feature for Meet allows you to create, launch, and gather responses to polling questions for participants to complete during a meeting. To create a poll for a current meeting, click Polls in the menu bar.

If you do not see the Polls icon, enable polling in your Meet settings.

Chat

Click the Chat icon to send a private message to an individual user, or all participants. Click More to open in-meeting chat settings.

Share Screen

To share screen content during a meeting: Click the Share Screen icon. Select the content you would like to share. You may share: Desktop Participants see live feed of everything visible on a monitor Whiteboard Opens a whiteboard that the host and participants may annotate in real time during the meeting Application Participants see live feed of the open application selected iPhone/iPad Meet allows for true iOS screen sharing from iPhone and iPad through iOS mirroring. Meet acts as an AirPlay server to connect your iOS device. Note The iPhone/iPad being shared must connected to the same wi-fi network as device being used to share it. To share sound from your PC and/or show video, tick the checkbox(es) for Share computer sound and/or Optimize Screen Sharing for Video Clip. Click Share. To pause the screen, click Pause Share. When Pause Share is active, other participants see a snapshot of the screen taken at the point the share was paused. Participants continue to see this view until you click either the Resume Share or Stop Share. Click New Share to select different content to share. To stop sharing your desktop, click Stop Share.

Record

When recording is enabled, you may click the Record button in the toolbar to record a meeting. When the meeting has ended, the recording file will be downloaded to your computer. If you do not see the Record button, enable recording in your Meet settings.

Closed Caption

Closed captioning allows the meeting host or a meeting attendee designated by the host to type closed captions in a meeting. Closed captions must be typed by a participant using Desktop.

Meeting participants may enable or disable viewing the closed captions in their meeting settings.

The meeting host may save the meeting transcript by choosing View Full Transcript from the Closed Caption menu and clicking Save Transcript.

If you do not see the Closed Caption icon, enable Closed Captioning in your Meet settings.

Breakout Rooms

Click the Breakout Rooms icon to split your meeting into separate sessions. You may choose to split the participants of the meeting into sessions automatically or manually, or you can allow participants to select and enter breakout sessions.

A host or co-host can switch between sessions at any time.

Reactions

All meeting participants and the meeting host may provide non-verbal feedback by clicking the Reactions icon. Participants may also raise their hands during the meeting.

Emoji reactions disappear after 10 seconds, while a raised hand will be persistent and must be manually removed by the participant or host.

End

Click End to either: End the meeting for all participants Leave the meeting. If you leave the meeting, you will be prompted to designate a participant as the host.

Join a Meeting

If your received an invitation link to join a meeting, click the link to join.

To join a meeting from the main client window:

1. Click Meetings or  on the main client window.
2. Click Join a Meeting.
3. Enter Meeting ID or Personal Link Name.
4. Click Join.

View Upcoming Meetings

1. Click Meetings.
2. Click View Upcoming Meetings.

View Recorded Meetings

1. Click Meetings.
2. Click View Recorded Meetings.

Download Outlook Plugin for Windows

If you are using Meet for Windows, you may download an Outlook Plugin which gives you the ability to start an Instant Meeting or schedule a meeting directly from Outlook.

To download the Outlook Plugin for Windows:

1. Click Tools.
2. Click Options.
3. Click Meetings.
4. Click Download Outlook Plugin.