WorkTime – Frequently Asked Questions
CONFIDENTIAL
FREQUENTLY ASKED QUESTIONS
DOWNLOADING, LOGGING IN, AND GENERAL ISSUES
Q:
When I downloaded the XO WorkTime+ app on my iPhone, the app was installed on my
second iPhone as well. Is this normal?
A:
This is due to a setting in your iPhone, and has nothing to do with XO WorkTime+. Within your
iPhone, under personal phone settings, go to Apple iTunes and App Store, and look under
Automatic Downloads. You likely have Apps set to automatically download.
Q:
What happens if a call comes in while I am on the app? Will all my devices ring?
A:
Devices will not ring when call waiting is engaged (and then when a call goes to voicemail). The
standard behavior of call waiting and voicemail are unchanged when your line is busy, regardless
of device in use (desk phone, mobile phone or computer).
On some mobile phones a cellular voice call coming in while you are using the app on a cellular
data network may cause your app to be disconnected. This is because your provider or device
may not allow you to be on the cellular voice network at the same time you are on the cellular
data network. This is beyond the control of XO WorkTime. XO WorkTime uses data, not cellular
voice, to function.
Q:
Why do some feature codes work but not others? (Feature codes are actions such as
*11 to transfer between devices?
A:
*11 is the only guaranteed feature code to work on XO WorkTime+.
Q:
If the client hangs what should I do?
A:
Sometimes the client gets caught up in the network or the phone goes into ‘hibernation’ mode.
When this happens, the client may hang. When all else fails, manually log yourself out of the app
(under Settings, red button at the bottom) and log back in. This should resolve the issue.
Q:
Why is the battery in my mobile phone draining so fast?
A:
Some users find that they use their mobile phones much more as they engage with the app. In
these instances, their batteries drain faster. Also, certain activities, such as video calling, use
more battery life than other activities, such as texting. To maintain your battery, recharge your
mobile phone when not in use.
Q:
Why does the mobile phone app randomly log me out?
A:
The app will not log you out unless you select sign out or a network knocks the connection out.
So, transferring between different WiFi networks, different cellular data networks, and between
WiFi and cellular data networks can potentially log a user out. XO recommends logging in each
morning, and logging in after users have transferred between networks to ensure that the app is
active and available at all times.
© Copyright 5/5/2014. XO Communications, LLC. All rights reserved. XO, the XO design logo, and all
related marks are trademarks of XO Communications, LLC. All other trademarks are property of their
respective owners.
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WorkTime – Frequently Asked Questions
CONFIDENTIAL
Q:
Can I place the app on multiple mobile phones, or multiple PCs (all using just my one
desk phone number)?
A:
You cannot place the app on more than one mobile phone. This is because only one personal
cell phone number can be associated with your desk telephone number for the product to work
correctly.
You can place the app on multiple computers. However, due to E-911 concerns, the network will
only permit the app on one computer to be active at any given time (the last one registered with
the network). This ensures that XO has the most current 911 location for the user at any time.
Remember that computer users MUST keep their locations current so emergency services can
find them in the event of a crisis, via the link on the app. This is the user’s responsibility.
Many users use the app with both a mobile phone and one computer, and XO supports this
usage model.
Q:
This morning my app didn’t ring when a call came in for me. Why is that?
A:
Sometimes when the app is idle for an extended period of time (such as overnight) the app is
turned off, either by the phone itself (in the background to prevent battery drain) or a firewall cuts
off the connection. To avoid missing important calls, XO recommends logging in each morning to
be sure the client is active.
Rarely, this issue may be due to a setting within your PBX phone system. Calls made within your
organization (ie: work number to another work number within the company – think extension
dialing) have been set by your telecom team to not leave the PBX. If calls don’t leave the PBX
they cannot reach the system which allows them to be routed to the mobile phones and
computers. To enable the calls to reach the mobile phones and computers, your telecom team
needs to program the PBX with an "escape sequence" so that calls are routed outside of the
PBX.
See below “How Do I Control Ringing of My Apps” for additional instructions on how to set up
ringing and notifications.
Q:
I received an “app crashed” error message. What should I do?
A:
Please shut down the app completely (including signing out). Restart the app. It should work fine.
If it continues to crash, call XO Customer Care and report the issue. Care will assist you to
generate an error report.
Q:
I receive an error message when I attempt to place calls. The message says: “The
device you are using is not registered to place calls on the network. Please contact
your administrator for assistance.” However, I am confused since I can still receive
calls. What should I do?
A:
When this occurs you must delete the app from your phone. However, before re-downloading the
app, power-off then power-on your phone. Fully powering off ensures that the phone is no longer
attempting to communicate and your settings are erased from the network. After powering off,
you may re-download the app, and log in as usual.
Q:
How much data gets used in voice conversations?
A:
Assuming an average conversation, you should expect to use approximately .7MB of data per 1
minute of conversation. Therefore, an hour of conversation would use about 40MB and 25 hours
of conversation would use about 1G of data.
© Copyright 5/5/2014. XO Communications, LLC. All rights reserved. XO, the XO design logo, and all
related marks are trademarks of XO Communications, LLC. All other trademarks are property of their
respective owners.
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WorkTime – Frequently Asked Questions
CONFIDENTIAL
Q:
Can I use WorkTime for Hosted PBX with XO Contact Center on Demand?
A:
You can use the PC version of WorkTime for Hosted PBX with Contact Center on Demand. The
smartphone app currently is not compatible with Contact Center on Demand.
Q:
When I try to download WorkTime for Hosted PBX for the computer, the button I
choose to download the application does not work. What can I do?
A:
In this situation, you may need to clear your download cache in your browser. Download the
application from one of the following web browsing platforms: Microsoft Internet Explorer, Google
Chrome or Mozilla Firefox. For Internet Explorer 8, follow these instructions:






From the main menu bar, click on the Tools button
From the drop-down menu, select Internet Options
Within the dialogue box/window, under the Browsing History subhead, choose the Delete
option
Select Okay
A new window appears showing the options for Deleting Browsing History
Make sure that the boxes for Temporary Internet Files, Cookies, History, and Form Data are
checked/marked for
deletion. Select Delete.
Q:
What the recommended port and firewall settings for WorkTime/WorkTime Plus?
A:
The following table captures the typical ports used depending on the service/function:
Service or
Feature
Desktop/PC Port
Mobile Port
Protocol
User Log In
80
80
HTTP
User Log In
443
443
HTTPS (SSL/TLS)
IM/P
5222
5222
XMPP
Audio
5060
5060-5080
SIP(UDP/TCP)
Audio
8500-8598
8500-8530
RTP
Video
5060
5060-5080
SIP(UDP/TCP)
Video
8500-8598
8500-8530
RTP
File Transfer
1081
NA
XMPP
File Transfer
52644-52645
NA
SOCKS
CALLING QUESTIONS
Q:
Why do I have to log in when a call comes in to my iPhone?
A:
This is a security feature set by Apple, and is independent of XO. Unfortunately, if a password is
required, under certain conditions, such as your device in an idle state, your device password will
be required to log in when an inbound call comes to you.
© Copyright 5/5/2014. XO Communications, LLC. All rights reserved. XO, the XO design logo, and all
related marks are trademarks of XO Communications, LLC. All other trademarks are property of their
respective owners.
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WorkTime – Frequently Asked Questions
CONFIDENTIAL
Q:
When a call comes in, my app rings and then if I don’t answer the app in time, the call
comes in on my cell phone. How can I make this annoying behavior stop?
A:
This is due to having some type of call forwarding set up on your desk phone. Many PBXs (such
as Cisco Call Manager) allow users to send calls to their mobile phones after a certain number of
rings. The call forwarding kicks in when you don’t answer the app. For calls to stay within the
client, you must turn off this feature for your work telephone number. Otherwise, the PBX will
continue to send calls to your personal cell phone if you don’t answer the app in time.
Q:
Why does it sometimes take several seconds after I answer the app for calls to
connect?
A:
A delay in connection is due to the data network. Typically, this delay is seen on cellular networks
and less often in WiFi.
Q:
How can I stop the echoing on my calls?
A:
Echoes are most commonly heard when on some headsets or on conference calls. The apps do
contain echo cancellation technology, but under some circumstances echoes may be heard.
Q:
Why does Call History sometimes disappear? And why does Call History sometimes
show calls I took from my desk phone, and not the app?
A:
The records seen in Call History are taken from a centralized server, so they show all calls to and
from your work number. Since the history is stored centrally in the cloud, not on your phone, if
the app can’t reach the server your call history will be empty. When the app can reach the server,
you will see all calls to and from your work telephone number – not just your computer or mobile
phone.
Q:
Help! When someone tries to call me they reach another person in my office. What
should we do?
A:
Likely your Telecom Administrator has associated your work number with another person’s
device, or associated your mobile phone number with two mobile phones. Have the administrator
confirm that the association is correct.
Q:
Why can’t I use “consultant call transfer” from my computer (where you stay on the
line during the transfer)? Why can’t I make a three way conference call using the app?
A:
At this time, those features are not supported.
Q:
Why can’t I use the “call from phone” feature when I use my conference bridge?
A:
Some users’ conferencing bridge numbers won’t permit this feature to be used. This is because
of the way the call is accepted by the conference call system.
Q:
Why can’t I see my caller’s caller ID?
A:
This issue is only seen on Apple iPhones, and is being fixed in a future release.
Q:
When using the WorkTime for personal computers version, I notice that the quality of
my calls deteriorates—even while using a high-quality headset. Why is that?
© Copyright 5/5/2014. XO Communications, LLC. All rights reserved. XO, the XO design logo, and all
related marks are trademarks of XO Communications, LLC. All other trademarks are property of their
respective owners.
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WorkTime – Frequently Asked Questions
CONFIDENTIAL
A:
It may be because you have the microphone for your computer set as the default microphone on
your computer, instead of your headset/earbuds. Please navigate to the Control
Panel/Sound/Recording, and then select the headset device to be used as your default. This
should resolve the issue. We also do not recommend use of gaming headsets for best voice
quality.
Q:
What is Call Through and why would I use it?
A:
Call Through (under Settings>Call Settings>Dialing Service>Call Through) allows you to use
personal minutes to place and receive calls while maintaining WorkTime identity. Your personal
smartphone number is not revealed. Some users prefer to use Call Through in areas where data
coverage is not strong, or when they will be leaving data coverage and do not wish the call to
drop. Call Through is not set as a default setting, so must be manually enabled to be used.
Personal CDRs on your smartphone bill may show a local number was used to place the Call
Through calls. This is necessary to enable the service. Note that under Call Settings>XO Mobility,
XO Mobility must be Enabled and Active must be set to on.
Q:
How do I control the ringing of my apps? I want my smartphone to ring/not
ring/perform other alerts when calls come in.
A:
This setting is controlled under your Smartphone, not within the app. Under your phone Settings,
go to: Settings>Notification Center> WorkTime+. From there you can alerts and notifications as
needed. Note: sometimes after software upgrades the alerts appear to be set but in fact are not
working. Turn them off and back on, and they should behave properly.
Q:
Can I use Voicemail with the app?
A:
HPBX and some Flex users can access Voicemail from the app. The voicemail portal number is
pre-programmed into the app. Hold down the “1” button from the Call screen to access the portal,
and then follow the portal’s instructions.
CHATTING QUESTIONS (for WorkTime for IP Flex, Flex with VPN and SIP
services)
Q:
Why do all chat communications that I receive appear on all my devices (pc and
mobile phone), but my responses back to my coworkers only appear from one device?
A:
This is normal behavior. Responses in chatting are stored locally, and are not available across all
devices.
Q:
Why can’t I chat and make a call with the app on my mobile phone at the same time? I
can chat on my computer and call on my mobile phone, or vice versa.
A:
This is normal behavior. The app does not permit chatting and calling at the same time on mobile
phones.
© Copyright 5/5/2014. XO Communications, LLC. All rights reserved. XO, the XO design logo, and all
related marks are trademarks of XO Communications, LLC. All other trademarks are property of their
respective owners.
5
WorkTime – Frequently Asked Questions
CONFIDENTIAL
VIDEO CALLING (for WorkTime for IP Flex, Flex with VPN and SIP services)
Q:
My video call wouldn’t connect at all, or the app appeared to connect as a video call
but we could only hear each other and see ourselves in the lower right of the screen.
The rest of the screen was black. Is there something wrong?
A:
Likely there was not enough bandwidth to complete the video call. When there is not enough
bandwidth, calls complete as audio only.
On computers, one way to perform more video calling with less bandwidth is to reduce the screen
size. To do this, go to: Preferences>Video> and select “Small” under Video Size.
Note that bandwidth also may be impacted by the router translating the bandwidth to WiFi. Older
routers may not deliver the full bandwidth.
TEXTING
Q:
Are there limits to how many texts I can send and receive?
A:
Each telephone number is restricted to sending 250 text messages per day. There is no limit on
receipt of messages.
Additionally, each telephone number is allowed up to 5,000 texts per month (sum total across all
devices) before excessive texting charges of $0.25 per text will be accrued.
OUTLOOK INTEGRATION ISSUES FOR COMPUTERS
Q:
Why do I keep getting a pop up that says a program is trying to access my Microsoft
Outlook? How can I make it go away?
A:
To remove the pop up, you must access your Outlook Trust Center Automatic Downloads
(File>Options>Trust Center>Trust Center Settings>Automatic Downloads). From Automatic
Downloads, deselect: “Warn me before downloading content before editing, forwarding or
replying to email?”
Additionally, you must access Programmatic Access (File>Options>Trust Center>Trust Center
Settings>Programmatic Access). Select “Never warn me about suspicious activity (not
recommended.”
If you do not wish WorkTime to access your Outlook, you must access Preferences>General and
deselect “Allow third-party applications to access WorkTime”.
© Copyright 5/5/2014. XO Communications, LLC. All rights reserved. XO, the XO design logo, and all
related marks are trademarks of XO Communications, LLC. All other trademarks are property of their
respective owners.
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