UniFi Talk - Using the UniFi Talk Application

This article outlines key setup and configuration processes that can be completed in the UniFi Talk application.

Create Users

To create new users in the UniFi Talk application:

  1. Navigate to Assignments > Users and click Add User in the top right.
  2. Enter the user's first name, last name, and extension in the respective text fields. If you do not assign an extension, the UniFi Talk application will do so automatically. You may also add an email to allow the user to receive voicemail notifications.
  3. Select the user's phone number from the drop-down menu and click Save. If no phone number is selected, the user will only be able to make internal calls unless they are added to a group with a number assigned.

Assign Phones to Users

A user must be assigned to each phone managed by the UniFi Talk application. You can assign a phone to a user on the Devices page or in the user's profile panel.

To assign a phone to a user on the Devices page:

  1. Navigate to Assignments > Devices.
  2. Select the phone you'd like to assign, and click Assign Device.
  3. Select the user from the pop-up window's drop-down field, then select Assign.

To assign a phone to a user via their profile panel:

  1. Navigate to Assignments > Users.
  2. Select the user that you’d like to assign a phone to.
  3. Open the Settings tab, and select the Manage drop-down option.
  4. Select the phone that you'd like to assign to the user from the Assigned Device drop-down field.
  5. Select Apply Changes.

Assign Numbers to Users

If you wish to purchase additional numbers in the UniFi Talk application before you start assigning, see our article here.

To assign a number to a user:

  1. Navigate to Assignments > Users.
  2. Select a user.
  3. Open the Settings tab, and select the Manage drop-down option.
  4. Select the number that you’d like to assign to the user from the Number drop-down field.
  5. Select Apply Changes.

Note: Users without a number assigned will not be able to make or receive external calls, but will still have an active extension that can make and receive unlimited internal calls.

Set Up a Smart Attendant

The Smart Attendant helps you create and execute custom call routing to ensure that all your calls are directed to the right extension or preferred language speaker.

To set up a Smart Attendant:

  1. Open the Engagement tab in the UniFi Talk application. If you already have one or more Smart Attendants, click the Add Smart Attendant button. Otherwise, proceed with setup.
  2. Name your Smart Attendant and click Next.
  3. Select the number(s) you want the Smart Attendant to answer from the drop-down field.
    • If you select None, your Smart Attendant will not be active until you assign it a number.
    • You can also select multiple numbers for your Smart Attendant to answer.
  4. From this screen, you can also configure the Ringback and Hold Music that your Smart Attendant will use.
    • Ringback: The audio that callers hear when dialing a Talk user or group via your Smart Attendant.
    • Hold Music: The audio that callers hear when a Talk user places them on hold after being dialed via your Smart Attendant.
  5. Select if your Smart Attendant will behave differently based on business hours. When enabled, you can define custom call handling for business hours and non-business hours.
    • If you select Yes, configure your business hours schedule. You can add multiple business hour segments within a single day.
  6. Select if you wish to have extension dialing enabled. When enabled, callers can dial an extension to connect with a user or group without going through Smart Attendant menus.
    • If you select Yes, select an extension dialing method:
      • All Ring Destinations: Dial any user or group in your Talk application by their extension.
      • Smart Attendant Ring Menus: Dial only the users and groups added to the Smart Attendant with a Ring Phone(s) menu by their extension.
      • Custom List + Smart Attendant Ring Menus: Dial users and groups added to both the custom list and the Smart Attendant with a Ring Phone(s) menu by their extension.
  7. Configure your Smart Attendant’s greeting message:
    • Select the voice your Smart Attendant will use for generated audio.
    • Select the greeting type. You can generate audio from text or use custom audio by recording or uploading a file.
    • Follow the instructions to configure your greeting based on the type selected.
  8. Create your call routing tree:
    • Enter the prompt message and select the user(s) and/or group(s) that each key press will direct to.
    • If you don't need a call routing tree or wish to configure this later, click No then Finish.

To add a new menu or user:

  1. Hover your cursor over the menu that you'd like to add a new block to and click the + icon when it appears.
  2. Choose between the different types of blocks:
    • Keypress Prompt (e.g., Press 1 for Sales)
    • Ring Phone(s) (Dial a specific user or group)
    • Park Call (Place the call in a Parking Lot)
    • Play Audio (Play an audio message)
    • Voicemail (Leave voicemail for a specific user)
    • Keypress to Return (Return to the previous menu)
    • Schedule (Configure call handling based on a schedule)

To delete a menu or user, hover your cursor over it and click the X icon when it appears.

Manage Voicemails and Call Recordings

The UniFi Talk application collects voicemail by default. To listen to voicemails, click the Voicemail button on your Talk phone.

To automate call recordings:

  1. Enable the Automatic Call Recording toggle from Settings > Call Settings.
  2. Review the disclaimer text in the pop-up advisory window carefully, and click I Understand if you consent.

To disable voicemail:

  1. Navigate to Settings > Voicemail.
  2. Deselect Voicemail.

View Call Logs

To view your call logs:

  1. Navigate to System Log > Calls to view a listing of every call made with a device managed by the UniFi Talk application.
  2. View the details of a specific call:
    • Click the desired call's entry or hover your cursor over its listing and click the View link when it appears.
    • Review basic call information (e.g., caller, recipient, call experience score, length, date, and time) from the Overview section of the call log's pop-up panel.
    • Click the Recording tab at the top of the call log's panel to listen to its recording.
    • For voicemail messages, click the Voicemail tab at the top of the call log’s panel to listen to its recording.
  3. To delete a call log:
    • Select the desired call's entry and click Delete, then select the Delete button in the confirmation pop-up window.
  4. To delete multiple call logs:
    • Select the checkbox next to the desired calls and select the Delete button at the bottom left of the list.

Set Up Groups

The UniFi Talk application allows you to create groups that allow multiple phones to share the same number and ring. Groups can utilize all UniFi Talk application features, including the Smart Attendant.

To create a new group:

  1. Navigate to Assignments > Users and select Add Group at the top-right corner of the following page.
  2. Enter a group name, assign a number to the group (optional), and add an internal extension (optional).
  3. Select either Simultaneous or Sequential call handling.
    • Simultaneous: When the group is called, all phones assigned to group members will ring. The first phone to answer will receive the call and the other phones will stop ringing.
    • Sequential: When the group is called, phones assigned to group members will ring in the order you define.
  4. Manage the group’s members. You can add Talk users and global contacts to a group.
  5. Configure the Ringback for the group. This is the audio that callers hear when calling the group.
  6. Click Add.

Note: Groups without a number assigned will not be able to make or receive external calls, but will still have an active extension that can make and receive unlimited internal calls.

To assign a specific outgoing number to a user who is a member of several groups:

  1. Navigate to Assignments > Users, select the user, and click the Manage tab.
  2. Select the desired outgoing number from the drop-down field.

Teleport VPN for UniFi Talk Devices

Teleport is a zero-configuration VPN that allows you to instantly connect to your UniFi network from a remote location. Users with a UniFi Gateway or Cloud Gateway can remotely connect and manage UniFi Talk Touch series phones by sending a Teleport VPN invite to a UniFi Talk user.

To send a Teleport VPN invite:

  1. In UniFi Network, ensure that Teleport is enabled from Settings > VPN > Teleport.
  2. In UniFi Talk, go to Assignments > Users and select the user who needs to connect remotely.
  3. Under the user's profile, go to Settings > Teleport and click Send Invite.
  4. The user will receive a Teleport invite email. From the UniFi Talk phone, go to Settings > Work Remotely and initiate the Teleport connection process.
  5. Use the UniFi Talk phone's camera to scan the QR code in the Teleport invite email to establish the Teleport VPN connection.
  6. In Talk, go to Assignments > Devices. The phone will now be available for assignment to a user.

For more information on Teleport VPN, please see our article here..

Transfer Ownership of UniFi Talk

The UniFi Talk owner is responsible for subscription and billing management. This role is specific to UniFi Talk and is separate from the UniFi Console owner role. You can identify the current UniFi Talk owner from Settings > System in the UniFi Talk application.

You can transfer ownership of UniFi Talk to another Ubiquiti account with the following steps:

  1. Create a Ubiquiti account for the new UniFi Talk owner at account.ui.com if one doesn't already exist.
  2. Add the new UniFi Talk owner's Ubiquiti account to the UniFi Console running UniFi Talk as an administrator. Please refer to this article for more information about UniFi OS user roles and permissions.
  3. Log in to the new UniFi Talk owner's Ubiquiti account in Site Manager and access the UniFi Talk application.
  4. Navigate to Settings > System and locate the transfer button next to the Owner field.
    • Note: The transfer button will only display for an eligible new UniFi Talk owner. It will not display if you're logged in as the current UniFi Talk owner.
  5. Click the button to start the transfer and follow the instructions on the screen to complete the process.

Recover a Previous UniFi Talk Installation

If you need to factory reset, replace, or migrate to a new UniFi Console, or reset the UniFi Talk application, you can recover your installation including your subscription and phone numbers during the UniFi Talk setup process. This option is available when you’re logged in to a Ubiquiti account that owns one or more UniFi Talk installations.

To recover or migrate your Talk installation:

  1. Log in to your Ubiquiti account in Site Manager and select the UniFi Console you'd like to recover or migrate your Talk subscriptions to.
  2. Launch the UniFi Talk Setup Wizard.
    • If you have multiple UniFi Talk deployments associated with your Ubiquiti account, you’ll see a list of previous deployments to select from. Hover over the information tooltip to view the phone numbers associated with each deployment.
    • Select the deployment with the phone numbers that you want to recover or migrate.
  3. Click Next to continue setup.
  4. On the Setup Device(s) page, you’ll now have the option to assign your recovered or migrated phone numbers to users and devices. These are available for selection from the Number / Area Code dropdown menu. Make your selections and click Next.
  5. Complete the UniFi Talk setup process to finish recovering or migrating your UniFi Talk installation.

Note: A UniFi Talk installation can only be active on a single UniFi Console. If you use this option during the UniFi Talk setup process while the installation is still active on another UniFi Console, your installation will be transferred and will no longer be accessible from that console.

Export Audio Data

Before factory resetting, replacing, or migrating to a new UniFi Console, or resetting the UniFi Talk application, we recommend downloading your current audio files using the Audio Data Export feature found at Settings > System. Audio files available to export include Smart Attendant greetings, hold music, voicemail & voicemail greetings, as well as call recordings.

To export audio data:

  1. In the Talk application, navigate to Settings > System to locate the Audio Data Export option.
  2. Select Export next to the Audio Data Export option.
  3. Select the audio data you want to include in the export.
  4. Select Download.

Troubleshooting

I can't receive incoming calls.

We recommend enabling Advanced Call Routing if your UniFi Talk deployment can’t receive incoming calls. The instructions below describe how to implement this fix.

  1. In the Talk application, go to Settings > System and enable Advanced Call Routing.

Note: For Advanced Call Routing to take immediate effect, restart the Talk application.

I can't make outgoing calls.

For outgoing call failures, we recommend enabling Advanced Call Routing. The instructions below describe how to implement this fix.

  1. In the Talk application, go to Settings > System and enable Advanced Call Routing.

Note: For Advanced Call Routing to take immediate effect, we recommend restarting the Talk application.

If the steps above did not work, we recommend disabling the SIP ALG setting found in the router upstream from the UniFi Console running the Talk application (e.g., the router modem installed by your ISP). The SIP ALG setting is sometimes enabled by default on these devices and interferes with telephony.

I could previously make and/or receive calls, and now I can’t.

In some cases, events like a network outage can result in degraded Talk application performance. This can be resolved by restarting the Talk application.

To restart the Talk application:

  1. From Site Manager, select your UniFi Console, go to OS Settings > Applications, and locate the Talk application tile.
  2. Click on the three dots menu in the Talk application tile and select Stop.
  3. After the Talk application has stopped, click on the Start Talk button.

If you’re still having trouble making and/or receiving calls, please contact UniFi Technical Support.

My outgoing calls are labeled as spam, scam likely, or blocked entirely.

We recommend taking the following steps to mitigate nuisance labels such as spam or scam likely and call blocking by other carriers:

  1. (Available to business customers only) Set a caller ID name (CNAM) on impacted phone numbers, such as your business name, up to a maximum of 15 characters. You can self-manage your Business Profile and CNAM Branded Calling from Settings > Organization in the UniFi Talk application.
  2. (Available to business customers only) Enroll in STIR/SHAKEN Trusted Calling to enable Full Attestation (A), which requires a verified business profile. You can initiate this process from Settings > Organization in the UniFi Talk application.
  3. Register impacted phone number(s) with the analytics providers that support major US wireless and wireline carriers through this free registry site.
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