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    Wildix Telephony System

     

    Wildix is a cost-effective unified communications solution that is flexible and provides a future-proof telephony platform.

    When should I use Wildix?

    If you currently make internal audio and video calls using Teams you can continue to do this. Wildix can be used for internal calls as well but it is primarily for external communications such as making and receiving calls to customers and suppliers.

    How do I use Wildix?

    You can find information on how to access and use the Wildix application in the following guides (for specific trading areas please look further down the page):

     

    You can find information on how to use Wildix telephones and other hardware in the following guides:

     

    You can find the training information for Travel Branches in the following guides:

    Frequently Asked Questions

    I have a problem with my desk phone

    You are experiencing an issue with your desk phone, such as no power, unresponsive keys or sound problems:

    1. Reset the phone by taking out the network cable from the back of the phone. Wait a moment and plug it back in. If your phone has its own power supply, just turn this off and back on at the plug.

    2. Still having issues? Please locate the MAC address. This will be on a white sticker on the phone and for most handsets starts with 9c7514.

    3. Please report a fault via ServiceNow, giving as much detail about the fault as possible and state the MAC address.

     

    I have a problem with my DECT handset

    You are experiencing issues with a portable Wildix DECT handset such as no power, unresponsive keys, sound problems or issues charging.

    1. Reset the base station by switching off and back on at the plug – please note this will affect all handsets linked to this base station so make sure there are no calls in progress.

    2. Still having issues? Please locate the MAC address. This will be on a white sticker on the handset.

    3. Please report a fault via ServiceNow, giving as much detail about the fault as possible and state the MAC address.

     

    I have a problem when making calls

    You are experiencing issues such as the caller can’t hear you, you can’t hear the caller, the call is ended unexpectedly, numbers are not recognised while trying to navigate other company’s phone menus, there are delays on the line

    1. Check the fault isn’t with the device you are using – try on another handset or with a different headset.

    2. Please report a fault via ServiceNow, giving as much detail about the fault as possible. Where possible, give an example phone call where the problem was experienced. Please note the date and time of caller, if it was an incoming or outgoing call, the number called/calling and your extension. Please also state how often the problem happens and if any of your colleagues experience it as well.

     

    I cannot access Collaboration

    You cannot use the Wildix Collaboration application on the computer

    1. If you have never used this before, you may need a licence created. Please raise a request via ServiceNow – Wildix VOIP, Wildix New user.

    2. If you cannot find the application on your computer, it may need to be installed. Please raise a request via ServiceNow – Wildix VOIP, Install Wildix Collaboration application.

    3. If you have the application and you know that you have a licence but you cannot log on as you have been instructed to (most colleagues use the Office 365 Sign On option), please report a fault via ServiceNow.

     

    Please note that you may be contacted by an engineer from Northway Communications to help resolve your issue. If you have any concerns about who is contacting you and you would like to verify their identity, please email keyaccounts@midcounties.coop.