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CloudX Phone

CloudX Phone administrator guide

How to roll out CloudX Phone to your team: Microsoft Teams, browsers and headsets, call routing, and what to ask XCLUTEL for.

CloudX Phone is your CloudX extension in a browser: calls, voicemail you can read, texting from your business number, the company directory with live presence, and a one tap move from a call into a Microsoft Teams meeting. There is nothing to install. This guide is for the person rolling it out to a team: what each user needs, what your Microsoft 365 administrator may need to approve, and which things only XCLUTEL can change.

Signing in

Open https://cloudxphone.xclutel.com/ and use the same login and password as the CloudX portal, for example 101@yourcompany. CloudX Phone has no password of its own. If the account uses two step sign in on CloudX, the next screen reads "Enter your code" and asks for the "Authenticator code" from the authenticator app. A session lasts 12 hours, then the user signs in again.

Watch: CloudX Phone: getting started

Microsoft Teams meetings

Move a live call into a Teams meeting with one tap, and bring the caller with you.

On an active call, the "Teams" button creates a Teams meeting as the user, opens it, and shows "Teams meeting ready" with the join link. For an outside caller, "Text link to caller" texts the link from your business number. For a coworker on an extension, copy the link into a Teams chat. The phone call stays up on purpose: hang up once you are both in the meeting.

What your Microsoft 365 administrator does

XCLUTEL runs one Microsoft app for CloudX Phone, so there is nothing to register in your tenant. The app asks for one delegated permission, to create online meetings as the signed in user (OnlineMeetings.ReadWrite), plus sign in and staying signed in. It cannot read mail, calendars, files or chats, and it never acts without a user present.

  • If your tenant lets users consent to apps, there is nothing to do. Each user approves it on Microsoft's screen the first time they connect.
  • If your tenant requires administrator approval, users see Microsoft's approval request instead. A Microsoft 365 administrator grants it once for everyone: connect Teams from their own CloudX Phone and choose to consent on behalf of the organization, or approve the request in the Microsoft Entra admin center.
  • Each user needs a Microsoft 365 license that includes Teams meetings. Microsoft decides this, not CloudX Phone.

What each user does, once

Open Settings, find "Microsoft Teams", and press "Connect Microsoft Teams". Microsoft's own sign in opens; sign in with the work Microsoft 365 account. Back in CloudX Phone the card reads "Connected. On a call, tap Teams to move it into a Teams meeting." "Disconnect" removes the connection at any time.

Browsers, headsets and alerts

What each computer needs so CloudX Phone rings, and rings through the right headset.

  • A current Chrome or Edge is the best choice. Firefox works, but cannot pick a separate speaker.
  • Allow the microphone when the browser asks. If it was blocked, CloudX Phone says "Microphone access was blocked." Allow the microphone for the site in the browser's address bar, then try again.
  • Allow notifications when asked on the first click, and allow them for the browser in the computer's own notification settings too, or alerts stay silent.
  • By default the phone opens in its own small pop-out window. Allow pop-ups for the site. Settings, "How the phone opens", switches between the pop-out and a normal tab.
  • Settings, "Audio devices" has "Microphone" and "Speaker" pickers. A headset appears once the microphone is allowed.

CloudX Phone rings only while its window or tab is open. Closing it and reopening it during a ringing call does not bring that call back. The same is true of every browser phone, so ask users to leave it open for the working day.

Why a phone is not ringing

CloudX Phone shows on every screen whether calls are reaching it, and why not.

The dot in the header and the banner under it show the user's call routing live. "Do not disturb is on. Calls go to voicemail." means Do Not Disturb is set, by the user or by an answering rule. A banner that begins "Calls forward to" and ends "This phone will not ring." means forwarding is on. When the rule is not the default one, its name is shown too. Both banners have a "Rules" button that opens Settings. If the header shows the phone offline or reconnecting, it is not registered and cannot ring.

Do Not Disturb is the button on the keypad ("Do Not Disturb" or "Do Not Disturb on"). Forwarding and Do Not Disturb both live in the user's answering rules on CloudX, and CloudX Phone changes the rule that is active right now. Settings, "Call forwarding" sends every call to one number. "Call routing" shows the rest.

Each user's settings

What a user can change for themselves in Settings, and what stays on CloudX.

  • "Outbound caller ID": the "Caller ID name" and the number outside callers see.
  • "Voicemail greeting": "Record new greeting" in the browser, play it back, then save. "Voicemail to email" sends each message by email.
  • "Emergency (911) location": shows the address 911 responders are sent to and the callback number. It is the registered address, not where the user is sitting, so ask XCLUTEL to update it when someone moves.
  • "Devices": the other phones registered on the same extension.

The voicemail PIN is not in CloudX Phone. It is set on CloudX, in the portal or from the voicemail menu. The directory shows each coworker as "Available", "Ringing", "On a call", "Wrap up", "Away", "Do not disturb", "Offline" or "Status unknown".

Listen, whisper and barge

For CloudX CCAI supervisors: join an agent's call from CloudX Phone.

A supervisor picks an agent on the live floor in CloudX CCAI, and the call opens in CloudX Phone with the agent's name on screen. Dialing 007 followed by the agent's extension, for example 0073157 for extension 3157, joins the same way. CloudX Phone switches to a monitor bar that starts in "Monitoring ยท Listening". "Listen" hears both sides and neither knows. "Whisper" talks to the agent while the caller hears nothing. "Barge" joins the conversation outright. Switching is one tap and the call never drops.

What to ask XCLUTEL for

The things no setting in CloudX Phone can change.

  • Turning Teams meetings on, if Settings says they are not set up for your organization.
  • Switching on listen, whisper and barge in CloudX CCAI.
  • The 911 address on each line, new extensions, numbers, and texting registration (10DLC).
  • Anything on CloudX itself: users, answering rules you cannot reach, queues and ring groups.

Contact the support desk at (708) 273-3111 or [email protected], 24x7 for anything service affecting.

Before you go live

Run through this list with one user before you roll CloudX Phone out to everyone. Each line is a screen to open and a thing to confirm.

  1. Sign in with a user's own CloudX login, and with the authenticator code if the account uses two step sign in.
  2. Allow the microphone, notifications and pop-ups, and pick the headset under "Audio devices".
  3. Call the extension from another phone: it rings, the notification shows, and both sides hear each other.
  4. The header shows no Do Not Disturb or forwarding banner you did not expect.
  5. "Emergency (911) location" shows the right address.
  6. "Connect Microsoft Teams", then on a test call press "Teams" and join the meeting from the link.
  7. Record a voicemail greeting and leave a test message.
  8. For CCAI supervisors: dial 007 and a test extension, and switch between Listen, Whisper and Barge.

The CloudX Phone training video is under Training on the support page. The product overview and plans are on the CloudX page.