Allworx Reach FAQs

Yes.  Any mobile device (e.g. iPhone, iPad, Android) enabled with the Allworx Reach application is an independent device.  You can include it in your call routes just like any other phone. The device can be set to ring based on your call routes and presence setting, so it can ring independently, simultaneously with a desk phone, or in any order you choose.

Yes. A single user can use any combination of multiple Allworx Reach devices at the same time. Each Allworx Reach application installation requires a valid Allworx Reach license on the Allworx server.

Install the Allworx Reach application on the new mobile device, and then configure the server information (Info tab > My Server > IP address, username, and password) and tap Login. Select the option:

• Migrate handset from another device – displays a list of Allworx Reach handsets installed on your other mobile devices. Tap an existing handset name to move that handset to the new mobile device. The Allworx Reach application immediately stops functioning on the original mobile device.

For the new mobile device, there is also an option to leave the current Allworx Reach handset in place and install a new Allworx Reach handset license with one of the options:

• Create New – displays the number of Allworx Reach licenses available to the user and the number of available licenses in the system. Selecting this option enables using the Allworx Reach phone options in the mobile device.
• Reserved – indicates the Allworx Server Administrator saved a license for the new mobile device, but the user did not claim the license yet.

Yes. Each Allworx server running software version 7.5 or higher supports one complimentary Allworx Reach license. All other Allworx Reach license keys or license packs require a purchase.

Yes. The Allworx Reach licenses are available in increments of one, five, and ten. The Allworx Server Administrator can add licenses in varying increments, as needed. The Allworx server supports the number of licenses necessary to meet your requirements. However, the Allworx server does not support the total number of users with Allworx Reach devices in excess of the total number of Allworx Reach licenses. Devices that do not have licenses have voicemail abilities only.

Yes. The Allworx Server Administrator can add, remove, or change ownership of Allworx Reach handsets, just like Allworx desk phones.

No. The Allworx Reach application uses Wi-Fi or a cellular carrier data network to connect to the Allworx server. When using the Allworx Reach application to make a call, the Caller ID originates from the Allworx server, so the Allworx server or the carrier connected to the Allworx server generates the caller ID presented to the other party.

No. The Allworx Reach application makes data connections to the Allworx server via Wi-Fi or cellular networks; it is NOT placing a cell phone call or using your cellular data minutes. The Allworx Server Administrator can configure the Allworx Reach handsets to access Wi-Fi networks only to avoid using cellular data bytes.

No. You can only conference two Allworx Reach calls together.

Yes. Users can manually park the call to the Allworx server, switch networks, and then retrieve the call. Press the Park icon to park the call.

Note: after parking the call to the Allworx server, any Allworx user on the server can retrieve it.

To retrieve a parked call:

1. Tap the Calls tab.
2. Tap the Parked filter.
3. Tap the green telephone icon of the parked call.

Mobile devices that do not support simultaneous cellular and data connectivity drop Allworx Reach calls, if a cellular call comes in and turns off the data network connection.

The Allworx Reach application is not a standalone application. It requires provisioning a valid license on an Allworx server running software version 7.5 or later. To determine if you are eligible to use the Allworx Reach application, please contact the Allworx Server Administrator or the Authorized Allworx partner that manages the Allworx system for the proper provisioning of an Allworx Reach device license on the Allworx server.

The administrator needs to provide each Allworx Reach user with the static IP address of the Allworx server. The user enters the IP address information into the Info tab > My Server section of the Allworx Reach application, along with the correct username and password.

When the Allworx Reach device receives a call, it notifies you. If the mobile device requires a password, enter the password prior to answering the call.

The number shown on the Allworx Reach application icon on the mobile device home screen shows the sum of calls presented to the Allworx Reach device that went unanswered plus the number of new voicemails. The Allworx Reach application counts any received call that does not leave a message or any call that left a voicemail message. If the count is greater than nine, the Infinitity symbol (∞) displays within the badge. The count resets after visiting the Calls tab within the application and after listening to the new voicemails.

Yes. The Allworx Reach application shows real time status of all the messages in your voicemail box. When displaying the Voicemail tab, the screen shows the available messages. Listen to the messages in any order and pause, forward, or delete the messages. You can also create and send voicemail messages to other Allworx directory contacts.

The Allworx Reach application accesses and displays the Contacts within the Allworx server and the mobile device contacts application.

Apple iOS

Android

Description

All

Displays contacts within the Allworx server and the mobile device contacts application.

Directory

Displays contacts within the Allworx server.

Personal

Displays contacts within the mobile device contacts application.

Favorites

Displays contacts marked as Favorite within the Allworx server and mobile device contacts application. You can mark either Directory or Personal contacts as Favorites.

No. You can add phone numbers to the existing personal contacts on the device, but you cannot add or delete contacts or users from within the Allworx Reach application.

When connected to Wi-Fi and on an active Allworx Reach call, to leave the Wi-Fi hotspot, press the “Transfer” action icon, and select the “To My Cell Phone” option. The call transfers from the AllworxReach application to your cellular phone on the cellular network. You may enter a number other than the device number, if preferred.

Use photos from either the mobile device picture application or use the mobile device camera to add pictures to the contacts.

To edit existing directory contacts on the iPhone or iPad:

• Tap the contact to open the Contact Detail page.
• Tap the Edit button. The What do you want to do? dialog box displays.
• Tap an option.

To edit existing directory contacts on the Android mobile device:

• Tap the contact to open the Contact Detail page.
• Tap the contact photo area. The Edit Photo dialog box displays.

To edit existing personal contacts on the iPhone or iPad:

• Tap the contact to open the Personal Contact Detail page.
• Tap the Edit button. The contact information displays, as well as the option to Send Message, FaceTime, share Contact, or Add to Favorites.
• Tap the Edit button again. Tap the picture area to change the photo. See the options in the table above to change the photo. Tap Done to save the change.

The Allworx Reach application associates the pictures in the device camera roll to the contacts. When deleting the Allworx Reach application from the mobile device, the application deletes the association between the pictures and the contacts. When upgrading to a newer version of the Allworx Reach application, the association of the pictures to the contacts remains.

iPhone and iPad: Yes. Locate the call item in the Call History list and do a right-swipe. Tap the Delete button to remove the call item.

Android mobile device: No. Users cannot delete a single call history listing, only the entire Call History list.<

Yes. Use the Allworx Reach application (with Server 7.5 or higher) to access voicemail. Every Allworx Reach application with a configured handset has voicemail access. In addition, a server with an Allworx Mobile Link feature key enables using the Allworx Reach application without a handset license for voicemail access.

When deleting a handset from a device, users cannot place or receive calls but can still access voicemail, if the server has the Allworx Mobile Link feature key.

Currently, the ability of the server to record greetings is intolerant of network packet loss. As a result, recordings made via lossy networks may have impaired quality. A recording made on any remote network may have this issue, but many Wi-Fi networks are particularly prone to bursts of network packet loss. Local or wired networks often are best for making these recordings. Allworx Reach handsets and Allworx desk phones are better at delivering good audio despite impaired network conditions.

Currently, there are no plans to make the Allworx Reach application available for Blackberry or Windows phones.

By default, recent versions of iOS use “Banner” style notifications, which display for a few seconds before being automatically hidden, if the user doesn’t interact with them. To ensure that you receive all of your incoming Allworx Reach calls, switch to “Alert” style notifications.

1. Open the iOS Settings application, and find tap Allworx Reach (located near the bottom).
2. Navigate to Notifications > ALERT STYLE WHEN UNLOCKED (located at the bottom) > Alerts (located on the far right). This ensures the notification remains visible as long as your handset is ringing.

If your Verge IP phone is at a remote location (such as a home office or a hotel) on a private network (behind a firewall), then your mobile device must be connected to the same private network to use Reach Remote Control.
For example:

• Your Verge IP phone is in in your home office behind your home router.
• This works: Your mobile device connected with WiFi to the same router can control your Verge IP phone with Reach RC.
• This won’t work: Your mobile device on cellular 4G can’t reach devices on your home network, so Reach Remote Control won’t work.
• Your Verge IP phone is in your corporate office on a network directly connected to your Allworx server.
• This works: Your mobile device connected with WiFi to your corporate network can control your Verge phone.
• This also works:  Your mobile device connected with cellular 4G to your Allworx server can ask the server to connect on your behalf, so Reach Remote Control works.

No. Currently, the Allworx Reach application not available on the Kindle. The Kindle has very aggressive power management that leaves WiFi disabled most of the time, which makes the Kindle particularly unsuitable as a platform for receiving phone calls.

Allworx has seen this phenomenon on some devices. The problem is the Contacts to display setting of the device People or Contact application looks accurate, but it needs customization to behave correctly.

To correct this problem:

1. Launch the device People or Contacts application.
2. Tap the Menu or ⋮ button and select Contacts to display.
3. Tap Customize or Customize list.
1. Select the Exchange account (most likely subtitled Corporate).
2. Tap the All Contacts checkbox.
3. Tap OK.
4. Tap the Menu or ⋮ button and select Contacts to display.
5. Tap All contacts to return the device back to the apparent original state. The customized Exchange setting is still in effect.

Currently, the Reach for Android application does not support answering a call with a Bluetooth headset answer button. You must answer the call within the Reach for Android application.

This is a known issue with the HTC EVO device because the power management feature turns off the Wi-Fi modem regardless of the device settings.

The Samsung Galaxy S5 phone uses the handsfree microphone on the device when a wired headset is connected. There is no workaround to activate the wired headset microphone.

In the Apple iOS environment, cell phone calls have the first priority. When an incoming cell phone call arrives and you answer it, it takes precedence over any other application. When you answer the cell phone call, the Allworx Reach application automatically places the current call on hold, and when the cell phone call ends, you can retrieve the Allworx Reach call to continue the conversation.

On the iOS mobile device, tap the "settings" application icon. Locate and tap the "Privacy" option, and then tap the "Contacts" option. Locate and toggle the Allworx Reach option and set it to "ON" or "OFF".

There is an Apple iOS bug (ID 12752517) that makes adding photos to contacts crash applications in iOS version 5. Apple reports that recent iOS software upgrades may have addressed this issue with iOS 7 beta 1.

You can add Allworx Reach handsets (Phone System > Handsets admin page), just like any other Allworx handset.  You can also make users eligible to create their own handsets by modifying the user’s Feature Eligibility. Then users create new handsets on their mobile device within the set limits, if there are available licenses. Everything about Handset Preference Group, Handset Configuration Templates, and Call Routes still applies.

The easiest way to inform users about starting to use the Allworx Reach application is to send a setup link from the Maintenance > Feature Keys > Allworx Reach server admin page. The links include customized instructions with the IP address and username as well as a link that imports the setup information for them. Users still need to know their Allworx system password.

Allworx Reach mobile devices communicate with the Allworx server with TCP/HTTP on port 8081 for configuration and voicemail, TCP/SIP on port 5060 for call setup and UDP/RTP (various ports) for call audio. The Reach application does not use IMAP or SMTP for voicemail access.

The Info tab includes a “Report a Problem” link for users to send application logs to you or your support contact, including detailed information such as SIP messaging. You should inform users of the support contact email address.

The Allworx Reach application is secure because the application:

• Authenticates all setup and configurations with RFC2617 Digest Authentication (no passwords in the clear on the network) and encrypted with proprietary methods.
• Encrypts voicemail in transit over the network; stored voicemail audio files are not encrypted, but are protected by the device operating system (iOS or Android) from access by other apps, unless the user has "rooted" their device.
• Authenticates SIP signals with RFC2617 Digest Authentication (no passwords in the clear on the network, and for Allworx Reach handsets the password changes to something long and random on the Allworx Reach handset restart), but is not encrypted (in the current generation of Allworx phone products).
• Does not encrypt RTP Media streams (in the current generation of Allworx phone products).