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Horizon - Mobile Client User Guide

Updated

This guide provides instructions on using the Horizon soft client on Android and iOS devices.

Contact Details

If you experience any issues, please contact ASK4 Solutions:

Signing In

  • Use your Horizon username and client password provided by your Company Administrator.
  • The client password is randomly generated and cannot be changed.
  • Enter your credentials and tap Sign In.
  • Tap the eye icon in the password field to confirm the entered password is correct.

Forgotten Password

  • Use the Forgot password link to reset your client password.
  • Enter your Horizon username and email address to receive a new password.
  • If the reset fails, contact your Company Administrator.

Call History

  • The Call History tab shows all calls made, received, and missed through Horizon, including:
    • Desk phones.
    • Horizon clients.
    • Call groups you are part of.
  • Arrows indicate call direction:
    • Southwest arrow: Incoming call.
    • Northeast arrow: Outgoing call.
    • Red arrow: Missed call.
    • Black arrow: Connected call.
  • Tap an entry to call back or delete your call history using the trash can icon.

Making and Receiving Calls

Making a Call

  • Use the Call History tab or:
    • Directory: Search your company directory, corporate directory, or phone contacts.
    • Dialpad: Manually enter a number and press the call button.

Receiving a Call

  • Tap the green answer button to accept the call.
  • Tap the red decline button to reject the call.

Managing a Call

Transferring Calls

  • While on a call:
    • Press the three dots menu and select Transfer.
    • Search for the recipient and select their extension or number.
    • Choose between blind transfer or consultative transfer.

Mute a Call

  • Tap the Mute button during the call to mute/unmute yourself.

Put Caller on Hold

  • Tap the Hold button to place the caller on hold with music.

Pull a Call

  • Use the Pull Call option to transfer an active call from another device (e.g., desk phone) to your mobile client.

Voicemail

  • Notifications for new voicemails appear as push notifications.
  • Access voicemails via the Voicemail tab or the menu.
  • Actions available:
    • Play, call back, mark as new, or delete voicemail.
    • Deleted voicemails cannot be retrieved.

Horizon Settings

Do Not Disturb (DND)

  • Enable DND to stop all notifications and redirect calls based on your Call Busy settings.

Call Forwarding

  • Forward calls to any number.
  • Enable Ring Splash to have your mobile client ring briefly before forwarding the call.

Twinning

  • Enable up to five other numbers to ring simultaneously when receiving a call.
  • Add or deactivate numbers via the Twinning settings.

Call Control

  • Use this feature with Horizon Integrator or Receptionist to manage calls on twinned devices.

Contact Display

  • Customize contact display formats, including sorting by first or last name.

Analytics and Troubleshooting

Send Analytics

  • Usage data (e.g., app interactions) is anonymized and used to improve user experience.
  • Turn analytics tracking off in the settings if desired.

Troubleshooting

  • Use the Email logs to support option to share detailed logs with your Company Administrator for troubleshooting purposes.