Support

If you have any questions about your service from us, please email support@melroselabs.com or use our support request form. Service documentation can be found below. If you're looking for technical details on APIs and other developer tools, then see the Developers section.


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Documentation

Service quickstart guides can be found in this section. For technical details not covered here, please see the Developers section.

Quickstart

Use "Create a meeting" at https://melroselabs.com/govideoconference/ to create a new meeting and share with participants. To join a meeting simply enter the meeting number at https://melroselabs.com/govideoconference/ or click on the link shared by the person who created the meeting. When in a meeting you can use the meeting buttons on the screen to mute your video and mic, switch to fullscreen, control volume of audio and leave the meeting.

Sharing meeting number with participants

When you create a meeting at https://melroselabs.com/govideoconference/ you can share the meeting number by email, WhatsApp, Microsoft Teams or share via your device apps using the icon (e.g. SMS, iMessage, etc).

PIN protection for meetings

Video conference calls can be protected using a PIN that you provide when you create a meeting. Select "PIN-protect meeting" when you create a meeting and enter the PIN that participants need to use to access the meeting. When you share the meeting, remember to also share the PIN with participants.

Capacity

Each conference room has an upper limit of 30 participants. If you require rooms with greater capacity, then please contact Support to discuss.

Security

For video conference calls the SIP/WSS signalling of the service supports TLS v1.1, v1.2 and v1.3 along with encryption using 128-bit and 256-bit key sizes for use with AES-CBC (TLSv1.1,v1.2) and AES-GCM (TLSv1.2,1.3) algorithms. For voice and video data DTLS v1.2 is supported to the same level as TLS v1.2.

Video Conferencing servers from Melrose Labs received an A+ rating from ImmuniWeb (as at 24 April 2020) for the SSL Security Test of the protocols used to secure SIP/WSS signalling.

Requirements

We support the following web browsers on laptops and desktops using macOS, Linux and Windows:

  • Safari [Version 13.1.1 (15609.2.9.1.2)]
  • Chrome [83.0.4103.61]
  • Firefox [76.0.1]
  • Opera [68.0.3618.125]
  • Microsoft Edge [legacy: 44.18362.449.0] [new: 83.0.478.37]

Support for mobiles and tablets using iOS and Android is currently limited but is on the way!

Quickstart

The account details email that you receive when you sign-up for CloudPBX contains all account information that is usually required for you to start using your new CloudPBX account. Each user's extension details (i.e. extension number, user ID, extension password, voicemail password and domain) are included in this email. Once entered into the user's softphone or desk phone, the extension should register with your CloudPBX instance and be able to make and receive calls.

Voicemail

To access your voicemail from your phone, dial *98.

Outbound calling

For new CloudPBX instances that will have been set-up on the Basic package, outbound calling to the public phone network is not available. We can upgrade your account if you require, however, please note that this process may take a few days to complete. In the meantime, you can familiarise yourself with the features of your new CloudPBX phone system.

Auto Attendant

When callers dial your main telephone number they will hear your Auto Attendant. This will annouce your company and present the caller with options to get through to your team. If you wish to check what callers hear, then you can do so by dialing extention 5000 from any of your CloudPBX extensions.

If you wish to modify your Auto Attendant, please contact Support with the changes you wish to make.

Conferencing

CloudPBX supports conference calling between members of your team. Different levels of call quality are available depending on the conference room used. There are 300 conference rooms available with your CloudPBX instance and participants simply dial the room number to join the conference.

Conference QualityBandwidthConference Room Extension
LowNarrowband3000 - 3099
MediumWideband3100 - 3199
HighUltrawideband3200 - 3299

The conferencing facility included in CloudPBX does not support particpants calling into conference calls from other landlines and mobiles. If you wish to conduct a conference call that includes external participants, then please take a look at our Conference service.

Extensions

To add or remove extensions, please contact Support with the changes you wish to make.

Inbound Numbering

When your CloudPBX account instance was created, a telephone number was automatically allocated to your instance as the main number for reaching your organisation ("Your CloudPBX telephone number"). This number can be changed to a number from the Melrose Labs Inbound Voice service or to a number associated with a SIP trunk that you provide. If you wish to make either of these changes, please contact Support who will assist you.

Quickstart

The account details email that you receive when you sign-up for Conference contains all account information that is usually required for you to start using your new Conference account. Simply distribute your Conference telephone number and/or Conference Web Link to participants along with the date and time of the conference call. To join your conference all your participants have to do is dial the number or use the Conference Web Link.

Join a Conference Call

On ProGeo plans, participants dial the telephone number for your conference room to join the conference call and are immediately put into the call. The telephone number is effectively the room number. No conference IDs or PINs are required, except only if a PIN has optionally been set-up.

On Lite and Essential plans, participants dial the service dial-in number and then type the conference room number via their phone's keypad. No PIN is required, except if a PIN has optionally been set-up.

An audio indication will be heard whenever someone joins or leaves the call.

The Conference Web Link can be used to join a conference call or online meeting for free via the web from a participant's laptop or desktop. To join via the web, the participant either clicks on your Conference Web Link or enters your Conference telephone number at https://melroselabs.com/goconference/.

PIN

PINs can be added to conference rooms when you sign-up for a conference room.

If your conference room doesn't currently have a PIN, then a PIN can be added to your conference to limit who has access to your conference. Let us know if you want a PIN added to your conference room.

Conference Rooms

You can have as many Conference rooms, each with their own telephone number, under your account as you require. Simply go to the Conference page to add a new room using the Conference service sign-up form.

Capacity

Each conference room has an upper limit of 100 participants (or 5 participants on the Lite plan). If you require rooms with greater capacity, then please contact Support to discuss.

Dial-In Numbers

The Conference service comes with an 0845 non-geographic telephone number for each conference room, however alternative dial-in numbers can be used. Please note that we do not currently offer 0800 freephone dial-in numbers. Contact Support if any of the following options are of interest to you:

Lite and Essential plans use shared dial-in numbers and conference room numbers that are entered by participants when they dial-in.

  • Geographic Conference Number (aka ProGeo plan): In the UK, we can offer geographic numbers (e.g. 0131 – Edinburgh, 0191 – Newcastle and others) and may be able to offer a local number in your own area. Geographic numbers – instead of using 0845 – are charged to the Conference account holder at £7.50 per month when charged quarterly, and £6 per month when charged annually. We offer a 7-day trial of this service.

  • BYO Numbering+Trunk: You can also bring your own (BYO) inbound SIP trunk and associated telephone numbers for use with the service.

Call Quality

Conference calls take place using wideband audio. If required, we can change audio quality to narrowband (lower quality) or ultra-wideband (higher quality).

Call Recording

Call recording is not currently available.

Calls Costs

Calls to 0845 numbers may be free from BT landlines depending on which calling plan you have and the time you make the call. More information at bt.com.

We do not charge for 0845 dial-in telephone numbers and participants may be charged by their mobile/landline provider when they call these numbers. The service charge for the 0845 dial-in telephone numbers used for participants to join conference calls is 5p/min. The participant’s landline or mobile provider (e.g. BT) may additionally charge an access charge. Some landline and mobile providers do not charge for calls to 0845 numbers. Melrose Labs does not charge participants or the Conference account holder for usage of the service. Participants should confirm actual call charges for their call plan with their own provider.

Calls to geographic dial-in numbers (e.g. 0131, 0161, 0191, etc) are charged at normal local/national call rates by mobile and landline providers.

Participants should confirm actual call charges for their call plan with their own provider.

Requirements

We support the following web browsers on laptops and desktops using macOS, Linux and Windows:

  • Safari [13.1.1 (15609.2.9.1.2)]
  • Chrome [83.0.4103.61]
  • Firefox [76.0.1]
  • Opera [68.0.3618.125]
  • Microsoft Edge [legacy: 44.18362.449.0] [new: 83.0.478.37]

Support for mobiles and tablets using iOS and Android is currently limited but on the way!

The following card templates can be used with Rich Messaging API - Cards

Card Search
Template ID
10
[10.1]
Property Letting v1

Property lettings card used to promote a property.

The property letting card can be used to notify customers of properties that are being let. These could be for holiday lets. Use the action buttons to go to a website with more details and booking page. < less
more >
propertyname
Property name

Name of the property being let.

urlimage
Image URL

URL of the image to be displayed on the card. Image should be under 2MB.

propertysummary
Property summary

A brief description of the property.

urldetails
Details URL

URL of web page with more details on the property.

urlbooknow
Booking URL

URL of web page where property can be booked.

{
    "propertyname": "Santorini Escape",
    "urlimage": "https://richmsg.io/media/images/seaview-apartments.png",
    "propertysummary": "A luxurious two-bedroom apartment with the best views over Santorini.",
    "urldetails": "https://melroselabs.com/services/rich-messaging/",
    "urlbooknow": "https://melroselabs.com/services/rich-messaging/"
}
Template ID
11
[11.1]
Property for Sale v1

Property for sale card.

Use this card to advertise a property for sale to a potentially interested buyer. This card could be sent as a result of the potential buyer having registered interest in houses located in certain areas that meet specific criteria. < less
more >
status
Property status

Status of the property sale (e.g. FOR SALE).

propertyname
Property name

Name of the property being sold.

urlimage
Image URL

URL of image of the property.

price
Sale price

Sale price of property

propertysummary
Property summary

A brief description of the property.

propertydescription
Property description

A long description of the property.

urldetails
Details URL

URL of web page with more details on the property.

urlarrangeviewing
Booking URL

URL of web page where property viewing can be arranged.

{
    "status": "FOR SALE",
    "urlimage": "https://richmsg.io/media/images/propertyforsale.jpeg",
    "urlarrangeviewing": "https://abc.com",
    "urldetails": "https://abc.com",
    "propertyname": "Caldergrove Gardens, EH11",
    "price": "\u00a3292,000",
    "propertysummary": "3 bedrooms. New development.",
    "propertydescription": "Caldergrove Gardens is an innovative and stylish development of 55, 3, 4 & 5 bedroom detached homes, offering seven contemporary house styles. Show home open Thursday - Monday."
}
Template ID
12
[12.1]
Promotion v1

Promotion for use in retail by consumer.

Use the promotion card template to send promotions to customers that have signed-up to receive them from your organisation. Send a link to the card in an SMS text message, or other messaging channels, for customers to click on the link and display the card showing your promotion. When sending the link in an SMS text message, it is essential to ensure that the text accompanying the link is engaging and encourages customers to click on the link. < less
more >
urllogo
Logo URL

URL of the logo to be displayed on the card. Image should be under 2MB.

promotitle
Promotion title

Title of the promotion.

subtitle
Subtitle

Subtitle of the promotion.

urlimage
Image URL

URL of the image to be displayed on the card. Image should be under 2MB.

details
Details of promotion

A brief description of the promotion.

actiontext
Action text

Text on button that user clicks to order, book or find out more.

urlaction
Action URL

URL of web page where user can order, book or find out more.

additionaltext
Additional text

Any additional details regarding the promotion.

{
    "urllogo": "https://richmsg.io/media/images/pizza-logo.png",
    "promotitle": "Pizza Tuesday",
    "subtitle": "Buy one and get one free!",
    "urlimage": "https://richmsg.io/media/images/pizza.jpeg",
    "details": "When you order one large pizza on Tuesdays, we will give you another large pizza of your choice for free. Terms and conditions apply.",
    "actiontext": "Order Now",
    "urlaction": "https://abc.com",
    "additionaltext": "Terms and Conditions Apply"
}
Template ID
13
[13.1]
Ticket v1

Ticket card for an event.

event
Event name

Name of the event for the ticket.

subtitle
Subtitle

Subtitle of the event for the ticket.

urlimage
Image URL

URL of the image to be displayed on the ticket.

datetime
Event date and time

Date and time of the event.

venue
Venue

Where the event is taking place.

seat
Seat

Seat allocated to this ticket.

instructions
Instructions

Instructions associated with ticket and event.

{
    "event": "Strictly Dancing",
    "subtitle": "Christmas Tour",
    "urlimage": "https://melroselabs.com/phpqrcode/qrimg.php?qr=abc",
    "datetime": "23 Jan 2020, 7pm",
    "venue": "Dome, Glasgow, G1 1AB",
    "instructions": "Arrive 30 minutes prior to the performance for security checks.",
    "seat": "Q32",
    "urlaction": "https://abc.com"
}
Template ID
14
[14.1]
Coupon v1

Coupon card for use in retail with consumers.

Use this card template to create cards to give customers a coupon that can be used for discounts or other benefits. The coupon will generate a QR code from the coupon number. < less
more >
logo
Logo URL

URL of the logo image to be displayed on the coupon.

coupontitle
Coupon title

Title to show on the coupon.

subtitle
Subtitle

Subtitle of the coupon.

couponnumber
Coupon number

Text showing coupon number. Can contain letters and numbers.

validuntildatetime
Validity date and time

Date and time the the coupon is valid until.

validlocations
Valid locations

Locations at which the coupon is valid.

details
Details

Details on the use of this coupon for the holder of the coupon.

{
    "logo": "https://richmsg.io/media/images/sf-logo.png",
    "coupontitle": "Sainsfield Coupon",
    "subtitle": "Use this coupon to receive 5% discount on your next shop!",
    "couponnumber": "9823782738213",
    "validuntildatetime": "23 Jan 2020, 7pm",
    "validlocations": "All UK stores",
    "details": "Show this coupon when you go to the checkout to receive your discount."
}
Template ID
15
[15.1]
Restaurant booking v1

Card template to encourage customers to make reservations.

Use this card template to create cards to send to customers to encourage them to make a reservation in one of the upcoming available time slots. Will also keep a restaurant in the mind of the customer to increase recall and likelihood of booking at a later date, even when they are not looking to book one of the timeslots. < less
more >
topImage
Image URL

URL of the image to be displayed.

restaurantName
Restaurant name

Name of restaurant.

ratingValue
Rating value

Average rating from reviewers

reviewCount
Review count

Number of reviews

message
Message

Message to show encouraging patron to book.

timeWhenAvailability
When available title

Title showing when times are available (e.g. "Tonight's availability")

timeSlotA
Timeslot A

Time for slot (e.g. "5:00")

timeSlotB
Timeslot B

Time for slot (e.g. "5:00")

timeSlotC
Timeslot C

Time for slot (e.g. "5:00")

timeSlotD
Timeslot D

Time for slot (e.g. "5:00")

timeSlotE
Timeslot E

Time for slot (e.g. "5:00")

timeSlotF
Timeslot F

Time for slot (e.g. "5:00")

urlActionA
Action A URL

Website link (URL) that user is taken to when they click on the button for this time slot.

urlActionB
Action B URL

Website link (URL) that user is taken to when they click on the button for this time slot.

urlActionC
Action C URL

Website link (URL) that user is taken to when they click on the button for this time slot.

urlActionD
Action D URL

Website link (URL) that user is taken to when they click on the button for this time slot.

urlActionE
Action E URL

Website link (URL) that user is taken to when they click on the button for this time slot.

urlActionF
Action F URL

Website link (URL) that user is taken to when they click on the button for this time slot.

{
    "restaurantName": "Benedicts restaurant",
    "topImage": "https://richmsg.io/media/images/restaurant-burger-meal.jpg",
    "ratingValue": 4.5,
    "reviewCount": 319,
    "message": "We're open tonight and all burger meals have 10% discount. Book a table before they go!",
    "timeWhenAvailability": "Tonight's availability",
    "timeSlotA": "5:30",
    "urlActionA": "https://abc.com/A",
    "timeSlotB": "7:30",
    "urlActionB": "https://abc.com/B",
    "timeSlotC": "8:00",
    "urlActionC": "https://abc.com/C",
    "timeSlotD": "8.30",
    "urlActionD": "https://abc.com/D",
    "timeSlotE": "9:00",
    "urlActionE": "https://abc.com/E",
    "timeSlotF": "other",
    "urlActionF": "https://abc.com/F"
}