Cytracom Mobile App

Cytracom's Mobile App Made Simple! 

Requirements

Compatible with an iPhone running iOS 11 or later and must be (or log in with) a user, with any role within the Cytracom portal. For additional troubleshooting, please click here. 

The mobile app integration needs to be enabled from the integrations tab by an administrator before use. To do so, follow the steps below:

  • Log in to secure.cytracom.net 
  • Click on the Integrations tab
  • Click on Learn More on the Mobile App widget

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  • Toggle on to enable the integration

Where to Download the App

In the App Store, search Cytracom Mobile App or click here.

How to Log In

  • Open the App
  • Log in with your secure.cytracom.net credentials
    • Phone number, extension, and secure.cytracom.net password OR
    • Email and password

Note: The Cytracom mobile app will not affect the device registration limitation in the portal, but a 3rd Party soft-phone app will. Registration limitations can be found here.

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Once logged in, choose a ring strategy:

  • Both Simultaneously - will call your desktop and mobile phone at the same time
  • Mobile First, Then Desktop - Call your mobile-first, then try desktop
  • Desktop First, Then Mobile - Call your desktop first, then try mobile
  • Desktop Only - Never sends a call to mobile, but can still make outbound calls
  • Mobile Only - Never sends calls to your desktop, but can still make outbound calls

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Contacts

  • Press the icon labelled Contacts
  • All contacts that are on your Cytracom account will populate here
  • To the right of the search bar, there is an option to filter contacts by name or extension
  • Call presence will also be indicated here:
    • Red - unavailable
    • Green - available
  • Press the contact you would like to call
  • Press the phone icon
  • You will be given a choice:
    • Call their extension OR
    • Call their direct number if they have one
    • After choosing, press send

 

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 Call History

  • Press the icon labelled History
  • Outbound:
    • Displays a phone icon
    • Outbound arrow
    • Caller ID
    • Phone number or extension
    • Time of call
  • Inbound:
    • Displays the caller ID
    • Phone number or extension
    • Time of call
    • Calls that appear red are missed
  • Press the information icon
    • Displays profile picture if one has been uploaded
    • Caller ID
    • Phone number or extension
    • Call back icon
    • E911 location
    • Call history for that individual

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Making Calls

Calls can be made in multiple ways by selecting:

  • Contacts - search or scroll to the desired contact
  • History - scroll to the desired call back number
  • Dial pad - dial the number and press the send icon
  • Voicemail - scroll to the the desired call contact
  • Siri - say, "Hey Siri, call (name or number) using Cytracom Mobile App." Siri is finicky, and you must say "Using" or it will not initiate the call within the app.

Notice, until the call is active, the pause, add, and transfer buttons are unavailable.

 

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Note: If the user is mobile and 911 is called, the app will route the call through the carrier for location purposes.

Transfer a Call

Press the upper right corner arrow icon to transfer a call. Call transfers can be done in one of two ways:

  • Blind Transfer
    • While on an active call, press the transfer icon
    • Select the contact or go to the dial pad to dial the phone number
    • Confirm the transfer

 

  • Attended Transfer
    • While on an active call, place the call on hold by pressing the pause icon
    • Click the + icon to add another call
    • Ask the new caller if they would like to take the first call
    • If yes, click on the transfer icon
    • Click on the word Holding by the first caller's name
    • Confirm the transfer

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Making a Conference Call

  • Up to 3 people can be on a call (including the user)
  • Once on a call, press the + icon on the dial screen
  • Dial the desired phone number 
  • Press send
  • Once the second call is answered, press the merge icon beneath the speaker icon to join the calls

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Undo a Merged conference Call

While on the conference call, you can also undo the merged calls. Simply press the same merge icon that shows the arrow now separating.

Voicemail

Note: When setting up your mailbox in the Cytracom portal at secure.cytracom.net, there are a few choices. If you choose from the dropdown menu Delete Voicemails to Delete After Emailed, they will not populate on the mobile app.

  • Voicemails will be indicated by a red number on the voicemail icon
  • Click on the voicemail icon
  • You will see:
    • Caller ID
    • Phone number or extension
    • Date and time of call
    • Transcription if this is enabled on your mailbox - this would have to be done by an administrator on the account
    • Playback icon and timer
    • Audio choices:
      • Speaker OR
      • Receiver
    • Share to different apps
    • Call back
    • Delete

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