1. Introduction
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Welcome!
This manual helps you to optimise the usage of DFN VoIP Centrex, the cloud telephone system by DFN.
We hope you enjoy working with DFN VoIP Centrex!
Subject to alterations
Version 7 / 07/2026 (EN)
For a comparison of the key features of our desktop client applications and desk phones, see Desktop client comparison.
| Type | Icon/Character | Description |
| NOTE
CAUTION
WARNING |  | NOTE: Information that is useful but not critical to the reader.
CAUTION: Tells the reader to proceed with caution.
WARNING: Stronger than CAUTION; means "don't do this" or that this step could be irreversible, e.g., result in permanent data loss. |
| TIP |
| Useful tips that provide additional information. |
| Procedure | 1. 2. 3. | Procedures are numbered steps to perform an action, where the order of the steps is relevant. |
| Result of procedure/action | ⇒ | Indicates the result of an action//procedure. |
| Lists | • • | Used for listings and items where the order of steps is irrelevant. |
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Downloading DFN VoIP Centrex
You can find the Desktop App for Windows and macOS on the download page.
Download and Install for Microsoft Windows
Open the download page.
Download the preferred desktop app of the list.
⇒ The installer comes in a ZIP file.Open the ZIP file and run the embedded installer.
⇒ The app can be found on your desktop once the installation has been completed.
Download and Install for macOS
Open the download page.
Download the preferred desktop app of the list.
⇒ The installer comes in a ZIP file.Open the ZIP file and extract the DMG file.
Move the DMG file to your application folder.
After your account has been created, you will receive an email with a request to define a password. Please define it and use it to log in.
You can enable DFN VoIP Centrex Desktop app to auto start on system startup.
To enable it for Mac OS:
1. Start DFN VoIP Centrex Desktop app.
2. Right-click on the DFN VoIP Centrex Desktop App icon in the dock.
3. Select Options > Open at Login.
To enable it for Windows:
Follow the steps described at https://support.microsoft.com/en-us/windows/add-an-app-to-run-automatically-at-startup-in-windows-10-150da165-dcd9-7230-517b-cf3c295d89dd.
Login
To use the app:
Double-click on the desktop shortcut
Enter your username (this is your e-mail address) and password.
Click on Login.
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For security reasons, user sessions expire automatically after a defined period and require users to reauthenticate. The current session duration is 45 days.
Users are notified 1 day before the session expires.
Upon your first login, you'll be prompted to grant permission to the app to access your microphone and camera.
Once you are logged in, you will see the start screen of the app.
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Forgot password
If you forgot your password:
1. Under the sign-in dialogue, click Forgot password.
⇒ A new dialogue will open.
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2. Enter your email address.
3. Click Send email.
⇒ You will receive an email with further instructions shortly.
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4. Click on the reset password link in the email.
⇒ A new page for setting up a new password will open.
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5. Enter a new password according to the password requirements listed.
6. Re-enter the new password.
7. Click Set new password.
⇒ Your password has been updated and you can log in again.
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App overview
The app is divided into 5 major sections:
App menu in the top left corner
Search bar on the top
Telephone menu on the left side
Favourite list (your BLF keys)*
Telephone / Dial field
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*The favourite list is a list of the BLF keys from your device. In case you did not set any BLF keys or the user is new, this field will remain empty.
App menu
In this section, you can:
Log in and log out from the app.
Select or add a device using the Call with function.
Access External numbers/DDI.
Activate or deactivate the Show help tooltips function.
You can make calls using the app, your extension (e.g. your desktop phone) or another device, such as your mobile phone. This feature is called Click to Dial (C2D). Just select the device you want to make a call with, and all your calls will go through that device.
When the app menu is closed, you can see your name and the device you are calling with in the top-left corner.
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Per default, the app is set as your primary device - the target you will call with. This means, once you have an incoming call, your app will ring. In case you want to change this, select a different device.
Adding a new device to call with
Click on Call with.
Click on +Add.
⇒ An input field opens up.Enter a name and telephone number for the external number, e.g. Hotel.
Click on Add.
⇒ Your recently added number appears on the list.
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Making a call with a newly added number
Click on the entry.
⇒ The new device (here, the hotel room phone) is now selected as the device to make calls with.Dial the number you would like to call.
⇒ The selected device (here, the hotel room phone) will ring.Accept the call.
⇒ The call to the number you have dialled initially is now initiated from the selected device.
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Deleting a device to call with
Click on the entry.
Click on the Bin icon.
⇒A dialogue appears.Click on Delete to delete the entry, or Cancel to keep it.
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Search bar
The search bar is used to browse contacts, extensions, conferences, meetings and groups. Search results are clustered into these categories.
To search:
Type in the name you are looking for.
Select the respective category to be able to receive the relevant search results.
Next to the Search bar, you will find some shortcuts to the following features:
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 | Call Forwarding: Select the call forwarding profile you wish to activate |
 | DND: Activate or deactivate the Do not disturb function |
 | Ringtone Settings: If your ringtone is off, the app will not ring and you will only see a notification |
 | Device Settings:
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Device settings
In this section, you can:
Video Camera
Select a camera.
Enable or disable the Mirror me function.
Enable or disable blurred background.
Audio input
Select audio input.
See the volume level of your audio.
Audio output
Select audio output.
Test your speaker settings.
Change the volume of the speaker.
Ringtone output
Select ringtone output.
Test your ringtone settings.
Change the volume of the ringtone.
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Phone
In this section, you can
Make calls (for more information on how to make calls, see Making calls)
See the favourites list
Click on Edit favourites list to go to Settings and access Function keys here
Use the dial field to enter a phone number or a PIN
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History
In this section, you can see your recent events, i.e. incoming, outgoing and missed calls, conferences and meetings that you have attended, as well as access your voicemails.
In the Calls tab, click on the information icon to:
Delete an event
Get information about the event type
Copy to clipboard
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In the Voicemails tab, you can:
See who left a message and when as well as the length of the message
See the voicemail transcription if this option has been activated in the Admin Portal, see Voicemails,Geographical settings and Call handling.
Click on the information icon to:
Delete a message
Listen to a message
Download a message
Forward a message
Read the message transcription
Copy the number of the caller to clipboard
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Contacts
In this section, you can access all your contacts in alphabetic order.
There are several options to call a contact:
Double-click on an entry
Right-click on an entry to select from several call options.
To select from several call options:
Hover over the entry.
Click on the Information icon.
Right-click on the phone number.
Choose the device you want to call with.
When right-clicking on an entry, you also can:
Add a contact to a function key
Add a number to contacts
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 | Filter your contacts into global and private contacts |
 | Delete particular contacts Please note that you are only able to delete your local contacts. If a contact has been added by your admin, you will not be able to delete it. |
 | Add a new private contact |
Settings
In this section, you can access the following features:
User settings
Call forwarding
Queues
Function keys
Fax
Download
Info
For more information, go to Settings.
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Data processing of private phone book entries
In the event of private use of the phone system, the employees are to be informed in an appropriate manner about the data processing of private phone book entries or the individual assignment of favourites / function keys. In various application scenarios, this personal information can be processed within the telephone system use/administration, during technical and operational operation, including troubleshooting or holiday substitution and substitution in case of illness, during the optimisation and during law enforcement scenarios. A distinction between business and private information cannot be made technically, or only to a limited extent.
Making a call
There are several options to initiate a call:
Type in the name of a contact, extension, conference, group or meeting into the Search field and double-click on it
Double-click on a contact, extension, conference, group or meeting
Make a call from Contacts, see Contacts
Drag & drop a number or contact to the area on the right or
Use the dial pad to enter a phone number
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Please be aware that not all number formats will work as intended. Therefore we always recommend the international standard, e.g.: +49 152 2881738 or +44 163 2960201
If one of your contacts uses the national number format (e.g.: 0171 39200 12) it will work as long as you stay in the same national telephone network as the target. But if you would try a call from aboard, it will connect to the national telephone network of your current location.
Call status
Your call status is visible at the top of the screen. When in a call, conference or meeting, the green banner shows the corresponding name or number and the duration of the call.
When the call is on hold, the banner at the top is yellow.
Incoming call
In case of an incoming call, a pop-up with caller information, e.g. phone number, extension or name appears.
When you receive an incoming call, you can:
Accept the call
Decline the call
Send the call to the voicemail
Transfer the call
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Browser notifications for incoming calls
You will be notified of incoming calls when the browser window is minimised or you are currently on another tab.
Holding a call
To put a call on hold, click on the Hold button
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If you have a second incoming call, you can:
Accept the second call.
⇒ The first call is put on hold automatically.Deflect the call to the voicemail.
Decline the call.
Transfer the call.
You can also put both calls on hold at the same time:
Click on the Hold button.
⇒ All calls are now on hold.
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Swapping a call
Call swapping is a change between an active call and one or more calls on hold.
Click on the phone number that is currently on hold and swap the calls.
⇒ You will see the active call in the green banner at the top of the screen and in the phone section as In call.
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Starting a three-way conference
While you have an active call and one call on hold, you can add both calls to a three-way conference.
Drag the call on hold per drag&drop towards the active call.
⇒When you start to drag the call on hold, the icon for the three-way conference appears.Drop the call on the Conference icon.
⇒ The three-way conference will start.
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Transferring a call
Interactive Blind Transfer
When you are in a call with someone and want to transfer the call to another person without asking the latter if the transfer is possible:
Select a name from your favorites list/phone book or type in the search field.
Drag and drop the selected name to the call section on the right.
⇒The Transfer button appears.Drop the selected name to the Transfer button.
⇒The transfer has been successful if the snack bar at the bottom of the screen displays Call forwarding successful.
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Interactive Attended Transfer
When you are in a call with someone and you want to transfer the call to another person and you talk to this person first and he/she decides whether to accept the call or not:
Select a name from your favourites list/phone book or type it in a search field.
Put the first call on hold.
Call the second person while the first call is on hold.
Transfer the held call to the active cal via drag&drop.
⇒The transfer has been successful if the snack bar at the bottom of the screen displays Call forwarding successful.
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Non-Interactive Blind Transfer
When someone is calling you and you do not want to take the call but to to transfer the call to another person without asking this person if the transfer is possible:
Click on the Transfer button next to the caller name.
⇒An entry field Forward call to appears.Start typing the name of the person you want to forward the call to.
⇒The full name appears below.Click on the name.
⇒The transfer has been successful if the snack bar at the bottom of the screen displays Call forwarded to [name of the person].
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Seeing where the transferred call is coming from
You can see who originally called if a call has been transferred to you.
The original caller appears in the pop-up window. The orange line in the pop-up shows you the person who has transferred the call.
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Switching to a video call
When you are in an active audio call, you can switch to a video call. You can see the video call button (camera icon which is crossed out) in the top right-hand corner.
Hover over the video call button.
⇒ The tooltip Activate video will appear.Click on the video call button.
⇒Once the video has been activated, the video call button changes to a video camera icon.
⇒If you now hover over the active video call button, the tooltip Deactivate video will appear.
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If both parties have activated their video by clicking on the video call button, you can see the following:
your own video in a small window (2),
the video of the other party in the larger window (1) (if the other party has not activated the video, the larger area is grey).
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Starting cinema mode
Click on the Cinema mode button to activate the cinema mode.
⇒You can see the video of the other party in cinema mode, and your own video in the top right-hand corner.
In the cinema mode, you can:
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 | End cinema mode To end the cinema mode, press this button or the Esc key. |
 | Change to fullscreen To end the fullscreen mode, press the Exit fullscreen button or the Esc key. |
 | Go to Call settings |
| Pin the video of other party |
Screensharing
When you are in an active audio or video call, you can switch to screensharing. You can see the screen sharing button in the top right-hand corner.
Hover over the screen sharing button.
⇒The tooltip Start sharing your screen will appear.Click on the screen sharing button to start sharing your screen.
⇒A selection dialogue opens (part of Chrome).Select between the following options: Share the entire screen (1), Share an application window (2), Share a Chrome tab (3).
Click on Share to start screensharing what you have selected.
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Note that the selection dialogue is part of your browser and does not follow DFN VoIP-Centrex language user settings but corresponds to your Chrome language settings.
Screen sharing has been activated. You can see what you are sharing in the smaller window in the top right-hand corner, whereas the other party sees what you are sharing in the larger window.
At the bottom of the DFN VoIP-Centrex tab, you can see the box saying that you are sharing your screen.
Click on Stop sharing to stop sharing your screen.
Click on Hide to remove this information from your screen.
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Changing what you are sharing
To change what you are sharing, click on the screen sharing button.
⇒The two options will appear, Change what you are sharing and Stop sharing your screen.Click on Change what you sharing.
⇒The Chrome selection dialogue will appear.Select what you would like to share from the three options mentioned above.
Click on Share to start screensharing what you have selected.
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Feature availability
When you log into the app, you will see the notification about the feature availability.
Click OK to close the notification and proceed to making a call.
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Important
Please note that this feature is only supported for one-to-one calls. As soon as a three-way conference starts, the transcription will stop automatically.
Important
Please note that anyone who has a subscription license to AI Essentials can start a call transcription. However, the transcription starts only after all the parties have given their consent.
Starting a call transcription
To activate call transcription, summarisation and action items:
Start a call.
Click Start transcription (the play button with the AI symbol above it).
⇒ You will see the consent notification.Tick Remember if I accept to agree to the Terms and Conditions and start the call transcription.
Click Accept.
⇒ The callee will be notified that you have requested the call transcription. Please note that the call transcription will start only after the other party has given their consent.
⇒ The call transcription starts. Once the call is over, the transcription is processed and is shown in the History tab.Go to the History tab to see the call transcription, summarisation and action items.
Please note that every call that has been transcribed will have Transcription and the AI symobol next to it.Click the Info symbol next to the call the transcription of which you would like to see.
⇒ A new window with the summary and action items will open.Go to the Transcription tab to see the full call transcription.
Starting a call transcription from a desk phone
Please note that to be able to start a call transcription from a desk phone, you need to have a cloud telephony application with the same extension that you use on your desk phone.
To start a call transcription:
Dial *4.
Dial **4 to stop the transcription.
Please note that these star codes do not start/stop call transcriptions from your Web/Desktop/mobile cloud application.After the call transcription has been finished, you will receive an email notification that a new call transcript is available.
To receive the call transcription notification per email, you need to activate this option before starting a call transcription under Settings > User > Call settings.To read the call transcription, log into your cloud telephony application to see the call transcript in the call history.
Settings
Here you will find all app parameters.
The settings are clustered into seven sections:
User
Call forwarding
Queues
Function keys
Fax
Download
Info
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User
The User section consists of two tabs, Default and Voicemail.
In the Default tab, you can
Change your username (email address)
Change your password
Select your Primary device
You can select a primary device from a preconfigured list of devices set by your administrator, e.g. web app, mobile app, desktop phone etc. If you are part of a skill or a queue, you will receive the calls on your primary device only.Select your app language
Activate/deactivate welcome sound which will be heard upon starting the app
Activate/deactivate Call waiting indication
Call waiting indication is deactivated by default. This means that if you in a call, you will not be notified of another incoming call. If, on the other hand, call waiting is activated, you will be informed of another incoming call – usually by a short acoustic signal consisting of two short, rapid successive tones. In this case, the caller does not receive a busy signal, but hears the regular dial tone.Activate/deactivate the Intercom function
The intercom function is deactivated by default. When your device is marked as intercome and selected as a primary device, a caller can use the star code *80 + the number of your extension to be directly put through to you without your phone ringing.Activate/deactivate Parallel ringing
Parallel ringing is deactivated by default. If it is activated, you can select an extension name or a phone number and save the selection. When you receive a call, both your extension and the extension/phone number you have added will ring.
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In the Voicemail tab, you can
Activate/deactivate the option Send voicemails via e-mail
Activate/deactivate the option Delete voicemails once e-mailed
Change your voicemail PIN
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Call forwarding
For more information, see Call forwarding.
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Queues
In this section, you can configure and manage queues.
Call queueing allows calls to be placed on hold without handling the actual enquiries or transferring callers to the desired party. While in a call queue, the caller is played pre-recorded music or messages. Call queues are often used in call centres when there are not enough employees to handle a large number of calls. Call centre operators generally receive information about the number of callers in the call queue and the duration of the waiting time. This allows them to respond flexibly to peak demand by deploying extra call centre staff.
To add a queue:
Click on the + icon in the top right-hand corner.
⇒A pop-up to add a queue appears.Search for the name of the queue.
⇒A drop-down list with queues appears.Select a queue.
Click on Save.
⇒The queue has been added to your list.
To log out of a queue:
Hover over a queue.
⇒The Log out of the queue button appears on the left.Clck on this button to log out of the queue.
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Queue profiles
A queue profile is a list of inbound queues that you can log in and out from with just one click.
Once your admin has created queue profiles that your extension has access to, you can see them in the top bar of your application. You can now easily log in and out of queue profiles containing multiple queues instead of logging in or out of each queue individually.
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Adding a function key
In this section, you can add function keys for quick access in your Favourites list.
Click on the + button in the top right-hand corner.
⇒A new window opens.Under Key, select a number to define where your function key will appear in your list.
Under Name, assing a name to your function key.
Under Type, select the type of a function key.
Under Target, enter an extension number, a contact name or a function code.
Should you opt for a function code, make sure to enter it in the right format, i.e. * + number, e.g. *80.Click on Save.
⇒The new function key has been added and is shown in your list.
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Fax
If you have a fax extension, you can connect it to your app to send and receive faxes. Please note that this has to be set up by your administrator.
To connect your extension, you will need your fax login and PIN. You will receive the data from your administrator.
Adding a fax
Click on Add fax or the + button.
⇒A new window appears.Enter your fax login and PIN.
Click on Save.
⇒The fax is added to your list.
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Sending a fax
Once the fax extension has been added, the fax feature will appear in the menu on the left.
In this section, you can:
See your fax history
Send faxes
To send a fax:
Select an eFax name from the drop-down menu, if you have more than one fax extension added.
Enter a number you want to send the fax to.
Tick Send with cover sheet if you want to attach a cover sheet to your fax.
Drag&drop a PDF file you want to send.
⇒The preview will show your file.Click on Send.
⇒Adding fax to queue is displayed in the snack bar at the bottom of the screen. The fax has been sent.
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Adding a fax cover sheet
To add a fax cover sheet:
Click on the + button next to the Add cover sheet.
Enter the name, sibject and the message of your fax. The preview of your fax is shown on the right. Please note that the date and sender are added automatically.
Click on Save.
⇒The cover sheet has been added to your list.
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Please note that it is not possible to send encrypted PDF files or PDF files with editable fields as a fax via the web app.
PDF is password-protected
If a PDF file is password-protected:
1. Open the PDF file in Acrobat Reader.
2. Go to File > Properties > Security.
3. Check under Document Security whether the PDF is password-protected.
Page Extraction is not allowed
If page extraction is not allowed:
1. Open the PDF file in Acrobat Reader.
2. Go to File > Properties > Security.
3. Check Page Extraction
→ If it says Not Allowed, the setting was set automatically when the PDF file was created.
4. Generate the PDF file again, if necessary.
PDF files with editable fields
If a PDF file has editable fields:
Print the file as a PDF file.
→ You will receive a PDF file that cannot be edited.
→ You can send the file now.
Download
In this section, you will find the current version of the Desktop Apps for Windows and macOS for download:
Download DFN VoIP-Centrex for Windows
Download DFN VoIP-Centrex for Windows - CRM Connect
Download DFN VoIP-Centrex for Mac
Download DFN VoIP-Centrex for Mac - CRM Connect
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Info
In this section, you will find more information on the app:
Current app version
Imprint
Data protection
GTC
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In the event of private use of the telephone system, the employees are to be informed in an appropriate manner about the data processing of private telephone book entries or the individual assignment of favourites / function keys. In various application scenarios, this personal information can be processed within the telephone system use/administration, during technical and operational operation, including troubleshooting or holiday substitution and substitution in case of illness, during the optimisation and during law enforcement scenarios. A distinction between business and private information cannot be made technically, or only to a limited extent.
With call forwarding, you can forward your calls to a specific destination depending on a chosen scenario. You can create your personalised profiles for certain scenarios, e.g. "Vacation", and set a target phone number to which calls can be forwarded to.
Each user has an automatically set call forwarding profile – the default profile – with the following properties:
It is active per default
It cannot be deleted
Call forwarding destination can be edited
It does not have source-based call forwarding
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Up to 10 call forwarding profiles are available per extension.
The user can create up to 9 additional call forwarding profiles.
Creating a profile
Click on the + button in the Profiles tab.
⇒A pop-up window to create a profile appears.Define the title and the number of the profile. Furthermore, you can add a colour to your call forwarding profile.
Click on Create.
⇒The new call forwarding profile has been added.
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Selecting and activating a profile
To select a profile, tick the circle next to the call forwarding profile.
⇒The circle has a blue dot inside it, which means that the profile has been selected.
To activate a profile, go to the destination section and make your call forwarding selection.
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To use a call forwarding profile, you need to select it. Otherwise, the default profile or another profile you have previously selected will be active.
Editing a profile
You have created a profile "Vacation". To define exactly what this profile should do, you can either activate one of the call forwarding conditions
Always
Busy
No answer
Not registered
or you can set a rule and use source-based call forwarding (for more information, see Source-based call forwarding).
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Call forwarding conditions
There are four call forwarding conditions, Always, Busy, No answer and Not registered.
Select a call forwarding condition.
Select a call forwarding destination via the Destination dropdown below the call forwarding condition. You can select between three options, Voicemail, Busy and Phone number.
What do the call forwarding conditions mean:
Always
The call will always be forwarded. The caller will be forwarded directly to the defined destination.
Please note that if this forwarding condition is active, it will influence the call destination on Global DND. That means that Global DND will have the same call forwarding destination as defined here.
Busy
The call will be forwarded if your extension is busy. The caller receives a busy signal and will then be forwarded to the defined destination.
Please note that if this forwarding condition is active, it will influence the call destination on Global DND. That means that Global DND will have the same call forwarding destination as defined here.
No answer
The call will be forwarded if you do not answer within a defined time limit. The caller receives a waiting signal and will then be forwarded to the defined destination.
The time limit can be set to 5, 10, 15 or 20 seconds by clicking on the number dropdown.
Not registered
The call wil be forwarded if your device is not registered on PBX (e.g. broken cable etc.). All incoming calls will be forwarded to a defined destination.
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Duplicate profile
Click on the duplicate button
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⇒ The pop-up window will appear.Select a profile you would like to duplicate.
Enter a new profile title.
Choose a profile number.
Click Save.
⇒The new profile will appear in the list.
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Please note that the Conference tab is not available in the menu by default.
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Please note that the Conference tab is not visible in the menu on the left by default, unless you have subscribed to a conference.
In order to subscribe to a conference, you need to know the conference name or extension number and the conference PIN.
This information is to be found in your conference invitation.
Joining a conference
To join a conference that you have not subscribed to, you need to know the conference name or the extension number, and the conference PIN.
Enter the conference name or extension number in the search bar.
Click on Conferences.
Double-click on the conference or press Enter to join the conference.
⇒ You will be asked to enter the conference PIN.Enter the conference PIN.
⇒ You have now joined the conference.
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Subscribing to a conference for the first time
Enter the conference name or extension in the search bar.
⇒ You will see results in the active search, grouped by type and in alphabetic order.Click Conferences.
Click on the + button next to the name of the conference.
⇒ A pop-up window will open.Enter the conference PIN.
Click on Subscribe.
⇒ If it is the first time you have subscribed to a conference, the Conference tab will appear in the menu.
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Subscribing to a conference from the conference menu
To subscribe to a conference from the Conference menu
Click on the + button.
⇒ The search results will appear in alphabetic order.Click a conference you would like to subscribe to.
⇒ A pop-up window will open.Enter the conference PIN.
Click on Subscribe.
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Showing conference information
Hover over the conference.
⇒ The conference icons are visible:
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 | Conference information |
 | Go to conference |
 | Number of participants |
Conference features
In a conference, a host and participants can:
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 | Add participant | | Add participant |
 | Raise hand | | Raise hand |
 | Mute | | Mute |
 | Mute all | | |
 | Lock conference | ||
 | Lower all hands | ||
 | Put conference on hold | | Put conference on hold |
 | End conference | | End conference |
CRM Connect allows for the integration of various customer relationship management tools into Cloudya and the use of the telephony directly in your integrated CRM systems.
This interconnected solution allows you to save time and work more efficiently.
Here are some of the supported features:
Direct address book search in the integrated CRM
Caller details preview
Click to dial out of web browsers and integrated applications
Installation Windows
1. Download the latest DFN VoIP Centrex CRM Connect desktop app here.
2. Under your downloaded files, open the DFN VoIP Centrex installer.
DFN VoIP Centrex and CRM Connect will be installed automatically. Once installation is complete, the DFN VoIP Centrex desktop app will open.
3. Log in to the Desktop app and open Settings.
After about a minute, CRM Connect will appear as a new tab under Settings.
4. Click on CRM Connect to start configuring your CRM integration.
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CRM Connect Integration Windows
1. Click on Open CRM Connect Configuration.
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A new window will open in the task bar.
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2. Click on the Integrations tab.
3. Click on (Add new) under the Integrations tab.
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Note that the number of applications displayed in the drop-down list varies according to your licence model.
4. Click on the Integrations drop-down menu.
5. Select the CRM application you want to integrate.
6. If the CRM system is not yet installed on your client, you will need to download it first. If already installed, click Add.
⇒ A configuration page will open.
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7. Enter the remaining settings according to the page dialogue.
8. Click on Save to complete the integration.
Click on Cancel to cancel the configuration of a new integration.
Click on Delete to remove a previously configured integration.
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2. Open the file and follow the installation wizard.
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3. The installation wizard requires the repeated entry of the password.
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4. After successful installation, the installation wizard can be closed.
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CRM Connect Integration Mac
1. After Cloudya has been started, the Integration application also starts.
2. Further CRM systems can be added in the configuration under Integrations.
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3. Select menu item (Add new).
4. Click on the Integrations drop-down menu.
5. Select the CRM application you want to integrate.
6. If the CRM system is not yet installed on your client, you will need to download it first. If already installed, click Add.
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Please note that the number of applications displayed in the drop-down list varies depending on your licence model.
7. A help menu is available for each CRM integration
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8. When the configuration is complete, the integration is added with the Save button.
Operation examples
Dialling
CRM Connect offers you various outbound calling methods.
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Note that not all applications support all of the dialling methods described below.
Focus dialling
This dialling methods displays a dial icon for a field containing a phone number.
The field must be selected first or be in "focus" for the dial icon to appear.
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Clipboard dialling
Clipboard dialling enables quick dialling by selecting and copying telephone numbers.
A dial pop-up prompt automatically appears when the number is copied to the Windows clipboard, either by keyboard or by mouse clicks – simply click the phone icon to make the call.
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ScreenRead dialling
ScreenRead dialling allows any telephone number visible in Windows applications, documents, email signatures or images containing phone numbers to be dialled.
– Position the mouse cursor over the number to dial and hold CTRL+SHIFT to activate the "capture" box.
The "capture" box will automatically convert anything that appears to be a telephone number into a click-to-dial button.
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Not every image may be readable due to certain conditions, e.g. digits should be horizontal and must fit within the capture box. Additionally, not every number format will be transformed into a correct telephone numer. Please consult the table below for excamples on detectable number formats:
| UK (detected):
| 01234567890 01234567890 A 01234567890 (01234) 567890 +44 (0)1234 567890 +44(01234) 567890 01234567890 ext 201 |
| Europe (detected): | 0123/4567890 0123 / 34356547 0 3254 / 35 43653 0 23 44 / 11 2-0 0 23 44 / 11 2-3 33 +31-(0)555 – 666777 123 456789 |
| USA (detected):
| 2345678901 [234]5678901 (234)5678901 1-234-567-8901 |
| Not detected: | 192.168.0.1 $1222 $1222333 $1,222,333 £1212.10 £1,222,333.10 €1222,10 €1222333,10 €1.222.333,10 1234.10 01/23/45 01/23/1945 1/2/34 456-78-45678 (social security) A123456 A01234567890 |
Web Dialling Configuration
Browser Extension
Web dialling enables you to make outbound calls directly from a web browser.
1. Select a web browser extension to install.
2. Configure dialling directly from a web page for Edge, Opera, Chrome or Firefox.
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TAPI Driver
Enable TAPI-compatible application to assist with dialling:
– Enable TAPI driver (dial only), "CallTo" protocol handler, or TAPI request handler.
TAPI driver ( dial only): This option is more commonly used than TAPI request handler, as is the case with CRMs such as Goldmin, ACT! and other desktop-based platforms. This selection is for CRM systems that support TAPI drivers via the phone and modem options on the PC. In compatible CRM systems, such as Goldmine, the UC TAPI driver can be selected from the application to initiate an outgoing call from the CRM system via CRM Connect.
CallTo protocol handler: By enabling this option, CRM Connect automatically recognises the CallTo protocol that is formatted accordingly (e.g. CallTo:[0123456789]) to initiate acall via CRM Connect.
TAPI request handler: This is used far less frequently than the TAPI driver. This feature supports CRMs that make a request to "ialer.exe. There is no configuration within the CRM, but CRM Connect creates a registry setting in dialer.exe to use CRM Connect for outbound calls.
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Refer to the manual of the CRM manufacturer of your TAPI-enabled application to configure dialling.
General settings
Under the Advanced tab, you will find the following:
application-specific version details
language settings for the CRM Connect menu
customer feedback option which, once selected, will enable communication of anonymous data to help improve the product
application logs that contain details about the software configuration
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Depending on the initial setup, not all user information will be displayed.
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Presence information
Presence information is currently reflecting the line state.
Line state is the telephony state of your phone and shows whether the phone is
offline (telephony line is not connected),
idle (phone is online but you are not in a call),
ringing,
in use (you are in a call).
The 4 states are telephony states.
Here are the Presence icons visible in the apps that reflect the line state and your availability:
 | Available: The user is logged and is idle |
 | Line in use: The user is currently in a call |
 | Idle line state: The user is currently not logged into an application, however the line is idle since e.g. a user has a deskphone or a mobile app installed |
 | Do not disturb: The user does not want to be disturbed. No notifications will be displayed and all incoming calls' destination will depend on the settings in the call forwarding profile. This icon appears when Global DND is activated - see below |
 | Offline: The user is currently offline and not reachable |
Do Not Disturb
There are two Do Not Disturb options available:
Device DND: The user does not want to receive calls on the device currently being used. The calls will be automatically rejected on the device where device DND is activated.
Please note that this is only applicable for users with the mobility option.Global DND: The user does not want to be disturbed. No notifications will be displayed and all incoming calls will be automatically rejected on all devices. Global DND will be visible to all users within the organisation.
Note
When activating Global DND, the call's destination will depend on the settings in the call forwarding profile.
Presence sync makes it possible to synchronise the presence status between MS Teams and DFN VoIP Centrex bidirectionally.
DFN VoIP Centrex > MS Teams
The following shows you how DFN VoIP Centrex states are displayed with MS Teams states:
| In use |  | In a call |
MS Teams > DFN VoIP Centrex
The following will show you how MS Teams states are displayed with DFN VoIP Centrex states:
|
|
In a call
In a call, out of office
| | In use |
As these are two separate applications, the presence information must be exchanged between them when changes are made on either side, which may result in a short delay.
This means that the correct information about the user's status may differ from the corresponding display in the applications for up to 60 seconds.
For example, a call in DFN VoIP Centrex may have ended, however, the user may still be shown as being on a call in MS Teams.
In addition, presence synchronisation may cause the in use status in DFN VoIP Centrex to persist longer than the call lasts.
However, this is only visual information; the user is still available for calls.
In cases where the incorrect presence status persists for a longer period of time (for example, after a DFN VoIP Centrex application crash), it will be displayed correctly after the next call.
Presence sync is limited to a maximum number of 650 extensions.
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Starting an instant meeting
Under Meetings in the navigation menu on the left, you have the option to create an instant meeting:
- Click Start Meeting to start an instant meeting
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Scheduled and recurring meetings
Under Meetings in the navigation menu on the left, you also have the option to create scheduled and recurring meetings
- Click on Plan Meeting to set up a scheduled meeting or recurring meeting
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A new window opens for the configuration of the planned meeting:
In the Add title field, enter a name for the meeting
Under Start Date and End Date, specify the duration of the meeting
To plan a meeting for a whole day or several days, click the All day toggle.
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Specify if the meeting is a recurring meeting. Click on Does not repeat, to open a drop-down menu and choose between the following options:
Does not repeat
Every weekday (Mo-Fr)
Weekly
Monthly
Yearly
After you have configured the planned meeting, click Save.
⇒ Planned meetings with the configuration Does not repeat are displayed under the Scheduled Meetings tab. Planned meetings that repeat are displayed under the Recurring Meetings tab.
To copy an invitation, edit, access information or delete a scheduled or recurring meeting, click on the three dots next to this meeting.
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If a scheduled meeting is used (people click on the invitation link), its lifetime will be extended by another 30 days every time it's used. This means that if you keep using a scheduled meeting, it will never expire. Its lifetime will always be 30 days from the day it was last used. A scheduled meeting only expires if it is "idle" for more than 30 days.
Inviting to a scheduled/recurring meeting
To invite a person to a scheduled/recurring meeting, they need the meeting link. The meeting link can be copied as an invitation:
1. Click on the three dots next to the meeting.
2. Click on Copy invitation (under Information you will see the meeting link as well as the meeting dial-in code and the dial-in numbers).
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Inviting while in a meeting
You can also invite a person while in a meeting. To invite while in a meeting:
1. Click on the Information icon to open the meeting information.
2. Click on Copy invitation.
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Inviting while in cinema mode
You can also invite a person while in a meeting using cinema mode. To invite while in cinema mode:
Click on Meeting details on the bottom left. A popup with the meetings details opens.
Click on Copy invitation.
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To join a meeting, you need an invitation. After you have received an invitation to a meeting, there are several options to join a meeting.
Using the link in the browser
If you have a DFN VoIP Centrex account, copy the link in the browser and login with your account. You can join the meeting on the Web app or on the DFN VoIP Centrex desktop app.
If you do not have a DFN VoIP Centrex account, copy the link in the browser and continue as a guest.
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Using the link in the join meeting section
Paste the meeting link into the input field under Join Meeting and click on Join.
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Joining a meeting via dial-in
It is also possible to join a meeting with an audio-only device, such as a desktop phone:
as "new", individual participant
or connected to a participant who already joined the meeting. In this case TWO clients are connected to the user. This can be used for conference rooms with conference audio equipment.
This is done by entering an optional participant ID when dialing in. The participant ID is displayed in the Cloudya App Suite Client on the first device in the meeting information.
In both cases, dial a PSTN number, then an announcement is played, asking the participant to enter the meeting ID.
After this, the optional Participant ID can be entered.
Meeting features as participant
As a participant in a meeting, you have the following features:
Start screen sharing/change what you are sharing or stop sharing
Activate video/turn off video
Mute/unmute yourself
Use emojis
Activate/Deactivate Fullscreen
Leave meeting
Put the meeting on hold
View meeting details (copy invitation)
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Cinema mode
You can change the number of participants you see on the screen, starting from a number of five participants.
Meeting features as host
As a host of a meeting, in addition to the participant functions, you have the following options:
Lock the conference/make the conference public
Mute all/unmute all participants
End the conference for all participants
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Visual Reactions
As a meeting participant, you can use the following different visual reactions:
thumbs up
face with tears of joy
clapping hands
face with open mouth
smiling face with heart-eyes
party popper
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With the DFN VoIP Centrex Outlook add-in, you can create an Outlook appointment as a DFN VoIP Centrex meeting.
To do so, simply click on the Outlook add-in button to create a URL for your DFN VoIP Centrex meeting. This URL will automatically be added to your appointment’s description.
Requirements and Availability
To use the DFN VoIP Centrex add-in with your Outlook, your PC must meet the following requirements:
Outlook version: Microsoft Outlook 2016 or later
OS: MacOS 10.12 (Sierra) or later
Windows 7 or later
DFN VoIP Centrex License: DFN VoIP CentrexBusiness Premium & Meet and Share Plus
The language you have selected in Outlook will automatically be used for the DFN VoIP Centrex Meet & Share add-in. Currently we support the following languages:
German
English
French
Italian
If you are using a different language, the standard language for the DFN VoIP Centrex add-in will be English.
If you are using a different version of Outlook, the details may differ from those shown in the screenshots.
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Installing the DFN VoIP Centrex Meet & Share add-in in the Outlook desktop app
1. Click on the Get Add-ins button in the upper right-hand corner. The Outlook Add-ins window opens.
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2. Search for DFN VoIP Centrex. Select DFN VoIP Centrex Meet & Share from your search results.
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3. Click on Add.
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Installing the DFN VoIP Centrex Meet & Share add-in in the Outlook web app
1. Open Outlook in your browser.
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2. Click on your Calendar and create a New event. A new window for the configuration of the event opens.
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3. To open the the options menu in this window, click on the three dots in the upper right corner. Open the options menu and click on Get Add-ins.
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4. Search for DFN VoIP Centrex. Select DFN VoIP Centrex Meet & Share from your search results.
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5. Click on Add.
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6. You have installed the DFN VoIP Centrex add-in. In addition, you will get a notification about the DFN VoIP Centrex button that has been pinned to your taskbar. If you don’t want the button to be pinned, click on Unpin Add-in in the bottom right-hand corner. You can still use the DFN VoIP Centrex add-in via the Options menu.
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Installing the DFN VoIP Centrex Meet & Share Add-in as Admin
1. Open the Microsoft 365 admin center.
2. Go to Integrated apps under Settings > Integrated apps in the menu on the left hand side and click on Add-ins.
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3. A new window will open, click on Deploy Add-in.
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4. In the "Deploy a new add-in" window, click Next and then Choose from the Store.
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5. Search for DFN VoIP Centrex Meet & Share in the store and click on Add. To install the add-in, you have to agree the license terms and privacy policy by clicking on Continue.
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Creating a DFN VoIP Centrex Meet & Share Meeting in Outlook
1. Open your Outlook calendar and create a new event (meeting or appointment).
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2. Open the options menu in the upper right-hand corner. Choose the DFN VoIP Centrex Meet & Share option and click on Add a meeting.
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3. If you are not logged in to DFN VoIP Centrex, a login screen will automatically appear. Enter your DFN VoIP Centrex credentials.
You can skip this step if you are already logged in to your Cloudya account.
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4. A URL for your DFN VoIP Centrex meeting has been added to your event.
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5. You have now created a DFN VoIP Centrex meeting. You will also find the URL for your DFN VoIP Centrex meeting in the event info of your calendar.
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This information concerns users with admin permissions!
Please note that the extension management is currently partially performed via the Admin portal.
Creating a user in the Admin portal
Create an extension for the new user via the Admin portal.
Find further information on how to create an extension in the Admin portal manual.
As soon as you have created the user in the Admin portal and have an extension number for this user, you can create the user in the User Management Application. The extension number from the Admin portal needs to be connected to the user in the User Management Application.
Creating a user in the User Management Application
As an admin, you can create a new user in the User Management Application.
Managing advanced configurations
In this section, you will find a description of advanced Desktop App configuration options. These options offer the capability to manage update, minimise and autostart behavior.
The settings.json is a configuration file, mostly used in, but not limited to, automated roll-outs. It is located next to the Desktop App executable in the installation folder, usually located in c:\Program Files\DFN VoIP-Centrex\win-unpacked\ (Windows) or ~/Applications/DFN VoIP-Centrex.app/Contents/MacOS (MacOS).
Important
Encoding
Please note that the settings.json needs to be encoded in UTF-8.
Tip
Please note that all options are applied on the app start. If the options are changed, it is necessary to restart the app.
Configuration options
Example of settings.json:
{
"handle-updates": "IGNORE",
"access-to-traybar": false,
"autostart": true,
"microsoft-entra-fido2": false
}
handle-updates
Type: string (values: INFORM, IGNORE)
Default: INFORM
Description:
By default, the Desktop App regularly checks for new versions and prompts the user to install updates. This behavior can be undesired in an environment where software updates are centrally managed by an admin.
With handle-updates set to IGNORE, the update prompt will not be shown to the user.
access-to-traybar
Type: boolean
Default: true
Description:
By default, the Desktop App will minimise into the system tray on Windows. In some environments, for example, a Citrix environment, the system tray is not available. Setting access-to-traybar to false will cause the Desktop App to minimise to the task bar instead, making sure it is still available to the user without the system tray.
autostart
Please note that this feature is only available starting with Desktop App v2.0.0.
Type: boolean
Default: false
Description:
By default, the Desktop App needs to be started after each machine restart, for the user to be available for calls. This option can be used to automatically start the Desktop App on machine start.
Tip
The autostart feature of the Desktop App can be managed using the system settings.
If the feature is not working as intended, please also check your system settings to confirm the Desktop App is allowed by the system to automatically start.
Windows: Settings > Apps > Startup
MacOS: System settings > General > Login Items
microsoft-entra-fido2
Please note that this feature is only available starting with Desktop App v2.1.0.
Type: boolean
Default: false
Description:
Enables support for FIDO2 security key login with Microsoft Entra ID (formerly Azure Active Directory).
Microsoft Entra may block security key authentication in some environments unless specific compatibility requirements are met. Activating this option ensures that the Desktop App is recognized as compatible for FIDO2 authentication during login.
Please note that this requires restart of the application when changed while the Desktop App is running.
Automatic creation via PowerShell
The following PowerShell script can be used to automatically create the JSON file:
create-local-settings.ps1
# Define your data as a PowerShell object (hashtable)
$data = @{
"handle-updates" = "IGNORE"
"access-to-traybar" = $false
"autostart" = $true
"microsoft-entra-fido2" = $false
}
# Convert the PowerShell object to JSON
$json = $data | ConvertTo-Json -Depth 4
# Specify the path for the JSON file
$jsonFilePath = "C:\Program Files\DFN VoIP-Centrex\win-unpacked\settings.json"
# Write the JSON string to the file without BOM
[System.IO.File]::WriteAllLines($jsonFilePath, $json)
Where can you get help?
You can use various sources for help concerning your issues. Please use them in the order suggested here:
On voip-centrex.dfn.de you will find an overview of all documentation, downloads and portals as well as help pages and further information. | |||||||||
The home page of the service site contains various links to manuals, brief instructions, software downloads and templates. Please read these manuals thoroughly. They help you get the most out of your telephone system. | |||||||||
Support hotline for existing customers | Incident report for DFN customers:
| ||||||||
| Important information for the Service Desk
| ||||||||
Support hotline for test customers | As a test customer, the detailed information is available under https://voip-centrex.dfn.de/index.php?id=26621. |