Sonar Mobile: User Guide

Learn how to use your net2phone Canada mobile app!

Need Call Recordings on Mobile?

Call recording is enabled per device, not extension. If you need call recording set up on your secondary devices (i.e., softphone or mobile app), please call our Support Team by dialing 611 from any net2phone Canada device.

Sonar Mobile FAQs

Check out our answers to the most commonly asked Sonar mobile questions.

Which is best, WiFi or LTE?
A strong Wifi connection is the best; however, if your WiFi connection is weak, LTE will be better.

Driving? Switch from Sonar to your Mobile Number!
Similar to a regular mobile phone connection, while in transit, sometimes the app connection bounces off multiple towers, which may cause call quality issues. Learn how to quick-transfer from the app to your mobile phone (included at the bottom of this page) to see if that helps your connection.

What happens if your phone dies?
If your mobile dies, the app will automatically disconnect. Reopen the app when your mobile device is turned on again to reconnect.

Wait, which extension is the Sonar mobile app? (101m)
In the Sonar system, when a user has additional hardphones or softphones, those specific extensions can be identified by the letter that follows the user's main extension number. For example, if my extension is 101, my mobile extension is 101m, and my Sonar phone extension is 101wp.

Yes, you have to add your Sonar mobile extension to call queues!
If you belong to a call queue and want to utilize Sonar mobile, you must ask your Office Manager or Call Center Supervisor to add your mobile extensions to call queue itself.

How to Transfer a Call

Assisted transfers (consultative transfers) allow you to introduce the caller before completing the transfer.

Blind transfers will send the caller directly to the recipient.

While on a call, press Transfer.
Choose either "Assisted Transfer" or "Blind Transfer.
Enter an extension or 10-digit number.
Press the green call button.

To end the transfer and return to the original caller, press Touch to return to call.

3-Way Conference Calling

You can add a third party to an active call by following the steps below.

While on a call, press add call.
Call an extension or 10-digit number to conference in.
Press merge calls.

Unsure who is on hold? You can see which call is currently on hold at the bottom of the screen.

Quick-Transfer from Sonar to your Mobile Number

Taking calls in areas with poor internet connection can cause call quality issues; switching from the Sonar app to your mobile number can solve this problem.

Switch from Sonar to your Mobile Number

You must configure your quick-transfer number before an active call.

Before initiating the app-to-mobile transfer process detailed below, you must add your mobile number to the Sonar app's Setting section.

Add your Mobile Number to Sonar's Settings

From any of the main Sonar app pages, select the 3-line hamburger menu to reveal additional settings.
Select Settings.
Enter your mobile device's phone number in 10-digit format (include the area code).
Select Done to save.

How to Switch Devices on a Call

While on an active call, you can switch from the Sonar app to your mobile number in 2 steps.

While on a call, press the Switch Phone option.
Select your mobile phone number or your desk phone extension.

Enable Sonar Mobile Answer Rules

For the first time using the Sonar mobile app, we recommend trying the Simultaneo...

For the first time using the Sonar mobile app, we recommend trying the Simultaneous Ring option, which can be enabled without a dedicated Time Frame.

Forwarding Calls to Sonar Mobile

If you want to forward your calls to your mobile device only (without simultaneously ringing your desk phone), you must first configure a Time Frame for your call-forwarding rule to apply. Once you have a Time Frame (e.g., Lunch), you can configure call forwarding within the Answering Rules section of the Sonar portal.

Learn how to create a Time Frame here.

Within Sonar, the lowercase letter “m” is used for mobile devices. To forward to your mobile extension, you must include the lowercase “m” without a space after your extension number. For example, if my extension is 101, my mobile extension in Sonar is 101m.

How to Enable Simultaneously Ring for the Sonar Mobile app

You cannot add, delete, or edit answering rules from the Sonar mobile app; you must use a web browser to access the Sonar portal Answering Rules section.

Navigate to the Answering Rules tab.
Note: Office managers and call center supervisors must be in “My Account” to access personal answering rules.
Click the Add Rule button, or click the pencil icon to edit an existing rule.
(Optional) Set a Time Frame for your rule to apply. If you leave Time Frames unchecked, both devices will always ring simultaneously.
Within the pop-up menu, click the checkbox next to both:
1. Simultaneous Ring, and,
2. Include the user's extension.
At the bottom of the Simultaneous Ring subsection, enter your extension number followed by a lowercase letter “m” with no spaces (e.g., 101m).
Click Save, and the pop-up menu will close as the page automatically refreshes.
Within your list of Answering Rules, ensure your new rule is active by drag-and-dropping it to the top.

Success: Both the mobile app and your desk phone will ring!

All calls to your net2phone Canada business phone will also ring the net2phone Canada Mobile App.

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Sonar Mobile: User Guide

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