Deskphones
Manage a Deskphone
Update who uses a deskphone, configure shortcuts for common actions, and manage the device’s connection to Waveline. Use this page for phones you have already added. To connect a new phone, see Set Up a Deskphone.
Where to find your deskphone
From the web dashboard, open Settings → Devices, then select the deskphone you want to manage.
In the mobile app, open Settings → Devices to change the Assigned user or select Remove deskphone. Function keys can be configured only in the web dashboard.
You must be an Owner or Admin to change device settings or remove a phone.
Change the assigned teammate
The assigned teammate determines who uses the deskphone. Change this assignment when a phone moves to another teammate.
- Open Settings → Devices and select the deskphone.
- On the web, choose the teammate in User under User assignment, then select Save. On mobile, choose the teammate under Assigned user; the change starts as soon as you select them.
- Wait for reassignment to finish, then follow the instructions shown on the device page.
Each teammate can have one deskphone assigned. Teammates who already have another deskphone are marked deskphone assigned and cannot be selected.
Set up a shared phone for a location
A phone at a front till, reception desk, or warehouse does not have to be assigned to an individual teammate. Create a dedicated Waveline user named for its location or purpose, then select that user under User Assignment.
If your email provider supports plus addressing, you can use your existing mailbox for the dedicated user. For example, if your email is jane@example.com, invite jane+front-till@example.com. Add the + and a descriptive name before the @. Emails sent to that address still arrive in your existing mailbox, while Waveline treats it as a separate email address for the dedicated user. Use the full plus-addressed email when accepting the invitation and signing in to that account.
Give the dedicated user a Member or Manager role in each shared inbox whose calls the phone should receive. Enable only Deskphone in the applicable ring groups so calls ring the physical phone without also ringing that user's web or mobile apps. See Inbox Participants for access details.
See Invite Your Team to add the user and Default Ring Order to configure incoming calls.
Review incoming calls after reassignment
Check the new teammate’s Inbox Participants settings and the applicable Default Ring Order to choose which inbox calls should ring their deskphone.
Configure function keys
Function keys are shortcuts on the phone for actions such as calling an inbox, dialing a saved number, or controlling recording. Waveline lists them as F1, F2, and so on.
The number and placement of keys available on the physical phone depend on its model.
| Function | What it does |
|---|---|
| Speed Dial | Calls the inbox you select. |
| Custom Number | Dials a phone number you enter. |
| To VM | Sends the current call to voicemail. |
| Rec On | Starts recording the current call. |
| Rec Off | Stops recording the current call. |
For more information about recording settings and responsibilities, see Call Recording.
Add or change a shortcut
- Find the key you want to configure under Device Settings.
- Choose its function.
- For Speed Dial, select the destination inbox. For Custom Number, enter the destination phone number.
- Review or change the key’s Label. A Custom Number key is labeled Speed Dial until you rename it.
- Select Save.
For an international custom number, include the country code using + or 00.
To clear a shortcut, return its function to Select Function, then save.
Apply saved changes to the phone
Saving updates the settings in Waveline, but the physical phone may not receive them immediately. A pending-changes message appears when updates have not yet reached the device.
To apply changes now, unplug the phone—or its DECT base—for about 10 seconds, then plug it back in. Otherwise, an online phone may take up to 24 hours to receive the new settings.
If you changed the assigned teammate, wait for reassignment to finish before restarting the phone. Follow any instructions shown on the device page.
Remove a deskphone
Remove a device when it should no longer connect to your Waveline organization.
Removing a phone disconnects it from Waveline
The phone will stop working with Waveline and be removed from your workspace. Make sure it is no longer needed before confirming removal.
- Open the deskphone’s device page.
- Select Remove.
- Review the confirmation and confirm removal.
- Wait for removal to finish.
- Factory-reset the phone. Consult the device manual for factory-reset instructions.
- Once the factory reset is complete, unplug the phone.
For a DECT phone, reset the base station rather than the handset, then unplug the base. Do not re-enroll the device while removal is still in progress.
Common questions
My saved changes are not showing on the phone
Check for a pending-changes message on the device page. Once any reassignment has finished, unplug the phone or DECT base for about 10 seconds, then reconnect it.
Keep it connected to power and the internet while it receives the settings.
I cannot assign the phone to a teammate
Each teammate can have one deskphone assigned. If the teammate already has another device, change or remove that existing assignment first.
A function key does not work as expected
Confirm that the key has the intended function, destination, and label, then save. Check whether the phone is still waiting to receive those changes.
Available keys and their behavior vary by model. If the problem continues after the settings reach the phone, contact Waveline Support with the model and the affected function.
The phone is connected but does not ring
Check the assigned teammate's working access to the inbox and the applicable Default Ring Order. Deskphone must be enabled there to ring through that order. Viewer access alone does not make the phone eligible to ring; see Inbox Participants.
The device page says an operation needs attention
Read the error message and resolve the reported issue. Select Retry operation on the web or Try again on mobile when available.
If Waveline asks you to contact support, or retrying does not resolve the issue, contact Waveline Support with the device model and the message shown.
The phone says Connection unconfirmed
Check that the phone or DECT base has power and an internet connection. This status means Waveline has not recently confirmed that the phone is online; it does not by itself mean you need to set up the phone again.
If the status does not recover, contact Waveline Support with the phone's model and the message shown.