What this does
Walks you through the two most common reasons calls won’t go out from Communicator: the wrong phone mode selected, and Communicator not connected to your Bluehubcloud PBX.
What you’ll need
- Have Communicator open and signed in.
- Know whether you’re calling with a headset through your computer, or with a physical deskphone handset.
Steps
- Click the Phone icon in the Communicator toolbar to open the Phone module.
- Check the connection status circle next to the dial pad. Green means Communicator is connected to your Bluehubcloud PBX and ready to place calls. Red means it isn’t — skip to Troubleshooting below.
- Click the phone mode dropdown and confirm it’s set the way you actually want to call. The full option list is Softphone, Deskphone, Mobile App, My Mobile Number, plus a separate Office and Mobile Phones section below — use Softphone if you’re using a headset through your computer, Deskphone if you’re using a physical handset. The default mode is set when the app is installed and can be changed at any time — it isn’t fixed to Softphone. Note the mode changes how answering works too: in Deskphone mode, pressing Answer in Communicator doesn’t play the call through the app — it makes your physical deskphone handset ring/light up, and you pick the call up there (e.g. via its Speaker button), not in Communicator itself.
- Enter the number on the dial pad and press the green phone button underneath it to place the call. (There’s no text-labelled “Dial” button — it’s an icon-only button.)
What you should see
The connection status shows green, and pressing the green phone button opens a live call window.
Troubleshooting
- The connection status is red. Communicator isn’t connected to your Bluehubcloud PBX, and you won’t be able to place calls until it turns green. Contact Bluehubcloud support rather than retrying — this isn’t something you can fix from within the app.
- The phone mode is set to Deskphone but you don’t have one. In Deskphone mode, dialling from the pad tries to place the call out through your physical handset, not through your computer — it doesn’t fall back to the softphone. If there’s no handset there, nothing happens when you dial. Switch the phone mode to Softphone — see Why can’t I hear anything (or why can’t people hear me) on Communicator Desktop? for the full audio setup (microphone, speaker, and ringing device all need to be set correctly for the softphone to work).
- Calls connect but you can’t hear the other person, or they can’t hear you. That’s a different issue — see Why can’t I hear anything (or why can’t people hear me) on Communicator Desktop?.
Related articles
- Why can’t I hear anything (or why can’t people hear me) on Communicator Desktop?
- I forgot my Communicator password — how do I reset it?
Done for you
Prefer us to handle this? Contact Bluehubcloud support and we’ll set it up for you.