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Calls & Conferences

Calls & Conferences

Calls & Conferences: General Information

The app allows you to call other users and conduct conferences. Integration with external VCS and SIP telephony systems is supported (configuration is performed by the administrator).

⚠️ In the Aurora app, calls and conferences are temporarily unavailable.

During calls and conferences, you can control the microphone and camera, configure participant display, and in the web and desktop apps, screen sharing is available. The organizer or administrator can add users to an ongoing call or conference through the participant list. If the number of participants exceeds two, a chat room is automatically created for exchanging messages and files.

Comparison of Calls and Conferences

  • Personal “one-on-one” calls:
    • Cannot be scheduled.
    • No chat room, the personal chat is used.
    • Incoming calls appear in a separate window.
    • A ringtone plays for incoming calls.
    • No calendar integration.
  • Group calls:
    • Cannot be scheduled.
    • A chat room is available.
    • Incoming calls appear in a separate window.
    • A ringtone plays for incoming calls.
    • No calendar integration.
  • Conferences:
    • Can be scheduled.
    • A chat room is available.
    • Incoming conferences appear as notifications. If the conference organizer specifically “called” you, the incoming conference will appear in a separate window.
    • When invited to a conference, a notification, and reminder from the bot appear. If the conference organizer specifically “called” you, a ringtone will play.
    • Calendar integration and MS Outlook add-in are available.

Limitations of Calls and Conferences

It is not possible to use two devices simultaneously for a call or conference. However, you can switch from one device to another without interrupting the call or conference using the Join button in the chat or in the Calls and Conferences section.

In chats with more than 256 participants, it is not possible to make a group call or join a conference through the chat.

The maximum number of participants in a call or conference is 256 with cameras and microphones enabled. Video streaming and screen sharing in up to 4K formats are supported. The screen sharing function is not suitable for dynamic content and is optimized for static materials: tables, documents, presentations. Remote desktop control is not yet supported.

eXpress developers are actively working on improving the stability and functionality of calls and increasing the maximum number of participants.

Users with a personal account have limitations: they cannot call each other but can call corporate users; conference creation is unavailable for them, but they can join existing conferences to which they are invited.

Invitation Links for Calls and Conferences

For group calls and conferences, invitation links can be created. If the link is automatically generated after creating a conference, it is available to everyone, including guests. When manually creating a link, you can specify its availability:
  • Trusted corporate servers. The link can be used by users from your or trusted (trusted) corporate servers (CTS).
  • Any corporate servers. The link can be used by users from any corporate server, including other organizations.
  • Everyone (including guests). The link can be used by any users, including personal account holders on RTS and guests.
    By default, guest profiles are created on RTS. If necessary, the corporate server administrator can switch guest profile creation to CTS. After this, guest profiles will be located on CTS for all new links to chats, calls, and conferences created by users of this CTS.

Noise Reduction

Noise reduction eliminates background noise and sounds so they do not interfere with the conversation. To activate the feature, start a call or join a conference, open Settings (Call Settings) and enable Noise reduction.
For noise reduction to work, the server administrator must enable stream mixing in the VoEx settings in the admin panel.

Camera Background Blur

The background blur feature for the camera image is available in the calls settings.

Background blur is not supported in the web app on Mozilla Firefox and Apple Safari browsers. The feature is also unavailable on computers with less than 4 GB of RAM, processors with fewer than 4 cores, or core frequencies below 2.5 GHz.

Recording Calls and Conferences

To enable recording, open the additional menu (three dots) during a call or conference.

To use the recording feature, the server-side must be pre-configured by administrator, and client apps must be updated to version 3.10 or later. To get more details, check the documentation for administrators or contact your organization's support team or eXpress support.

Recordings are stored on the server for a limited time. The storage period for recordings is configured by the administrator in the admin panel under File Service and can be seen in the messages with links for recordings.

To play recordings, the device must have the h265/HEVC codecs installed. For Windows, these codecs can be downloaded from the Microsoft Store or installed via the third-party K-lite Codec Pack.

Working with Personal and Group Calls

How to Call Another User or Accept a Call

To call another user:
  • Open the user's card in the Contacts section and click the call button.
  • In a personal chat with the user, click the call button.
  • In a group chat, select a participant from the list and click the call button.
  • Find the call in the Calls and Conferences section and click on it.
Adding a third participant turns the call into a group call.

To accept an incoming call, click or tap the green phone button.

How to Start or Accept a Group Call

To start a group call:
  • Create a new or select an existing group chat.
  • Add the desired users to the chat.
  • Click the call button in the chat header, select participants, and confirm the call.
Alternative method: Add participants to a personal call to turn it into a group call.

To accept a group call:
  • Click or tap the green phone button for an incoming call.
  • If a call is ongoing in a group chat, the chat avatar will turn green. Open the chat and click Join.
  • If you missed a call, find it in the Calls and Conferences section, open it, and click Join.
  • Use the invitation link for the call and log in to the app or join as a guest.

Group Call Chat (Room)

In group calls, you can exchange messages and files. To open the room of a completed call, find it on the Calls tab in the Calls and Conferences section.

Call List

The list of active, completed, and missed calls is available in the Calls and Conferences section on the Calls tab. You can:
  • View the chat room of a completed group call.
  • Resume a completed call.
  • Call a contact again by selecting a personal call.
The call list can be cleared.

Working with Conferences

Conference List

The Conferences tab in the Calls and Conferences section displays a list of active, upcoming, and completed conferences.

To join a conference, click on an active or upcoming one.
To resume a completed conference, click on it. To open the conference chat, right-click it in the desktop application or long-press it in the mobile app.

Instant Conference Creation

To quickly create a conference:
  • On the Conferences tab in the Calls and Conferences section, click the Start button. After creating the conference, the link to it will be automatically copied to the clipboard. You can share this link in any convenient way. A quick conference is created with access for everyone, including guests. To restrict access, join the conference and create a new link.
  • You can also start a conference from a group chat. Open the chat card and click Join Conference. All chat participants will receive a notification about the conference start.

Creating a Scheduled Conference

On the Conferences tab in the Calls and Conferences section, click the Schedule button. Specify the conference name, time frame, send an invitation via the calendar, add participants in advance, and configure access and password protection. Manually added participants will be able to join without entering a password.

Creating a Permanent and Recurring Conference

To create a recurring conference, enable the Permanent Conference toggle on the scheduling screen. It will appear in the “Regular” list for added participants. Reminders for the conference can be configured via Conference Notifier Bot or using the Outlook add-in, which allows setting recurrence through the calendar.

Creating a Link to Your Conference

On the Conferences tab in the Calls and Conferences section, find your conference, right-click it (in the web and desktop versions) or long-press it (in the mobile app). Copy the link and share it. The default link is open to everyone. To restrict access, create a new link in the conference settings.

Editing and Deleting Your Conference

Only the conference creator can edit or delete it. Deleting an active conference is not possible. To edit or delete, find the conference on the Conferences tab in the Calls and Conferences section, then right-click it (in the web and desktop versions) or long-press it (in the mobile app).

Joining a Conference

To join a conference:
  • If you were added as a participant, find the conference on the Conferences tab in the Calls and Conferences section.
  • If a conference is ongoing in a group chat, the chat avatar will turn green. Open the chat and click Join Conference or find it on the Conferences tab.
  • Click the received link or paste it into the browser's address bar. You can join through the application or as a guest (if access is allowed).

Conference Reminder Bot

Configure reminders for upcoming conferences via the internal bot Conference Notifier Bot. Find it in the corporate chat catalog and start a conversation with it.

If reminders arrive with incorrect times, configure the bot's time zone by following its instructions.
Configuring Reminders for Recurring Permanent Conferences Configure reminders via the bot. Ensure that the Conference Notifier Bot is active on the corporate server.
  1. 1. Open the chat with the bot.
  2. 2. Select the /endless command. A list of permanent conferences you are participating in will open.
  3. 3. Select a conference and click Add Additional Reminder.
  4. 4. Follow the bot's instructions to select the type of recurrence, time, and frequency of reminders.
The bot will send conference notifications according to your settings.

Conference Chat (Room)

In conferences, you can exchange messages and files. To open the chat of a completed conference, find it on the Conferences tab in the Calls and Conferences section and select Conference Chat from the context menu.

Outlook Add-in for Conferences

The Outlook add-in allows you to create conferences from the Microsoft Office Outlook email client. It interacts with the internal eXpress bot Conference Notifier Bot.

Contacts invited via the add-in will see the conference in the list if they are registered on the corporate server with the same email as in the invitation. If the user is not found, they can only join via the link from the email.

To deploy the add-in, contact support.

➡️ See also:

Calls & Conferences Troubleshooting

Microphone or camera access errors

Here’s what you need to do:

  1. Check if your antivirus or firewall is blocking access to the microphone and camera (in the desktop version). Contact your organization’s support for assistance.

    For administrators: adding the eXpress app to Kaspersky antivirus exclusions

    Here’s how to add the app to Kaspersky antivirus exclusions on Windows:

    • 1. If the app is installed in the current user’s folder, the path is:
      %LOCALAPPDATA%\Programs\eXpress\eXpress.exe If the app is installed in the Program Files folder, the path is:
      %PROGRAMFILES%\eXpress\eXpress.exe
    • 2. Open Settings > Threats & Exclusions.
    • 3. Then select Configure Exclusions. Specify the app path, select All components, and click Add.
    • 4. Select Specify Trusted Applications. Specify the app path, check the boxes Do not scan opened files, Do not monitor app activity, Do not inherit parent process restrictions, select Status > Active, and click OK.
    • 5. After adding the app to exclusions, restart your computer.

  2. Some third-party apps may retain access to the microphone and camera even after ending a call. Terminate their processes or restart your computer.

  3. Open Settings (avatar above the chat list) > Call settings and check the selected devices in the Microphone and Camera fields. If the fields are empty, there is no access to the devices:

    • Ensure the devices are connected.
    • When using RDP or VDI, check the settings — guide. Contact support for assistance.

    If the issue persists, try using the web app in a browser.

  4. For the web app, check browser permissions:

    How to check browser permissions for microphone and camera access
    Browser How to grant access
    Apple Safari Menu Safari > Preferences > Websites > app address > Microphone/Camera > Allow
    Chromium, Google Chrome Settings > Privacy & Security > Site Settings > Microphone/Camera
    Microsoft Edge Settings > Cookies & Site Permissions > Microphone/Camera
    Mozilla Firefox Settings > Privacy & Security > Permissions > Microphone/Camera
    Opera, Vivaldi Settings > Privacy > Microphone/Camera
    Yandex Browser Settings > Sites > Advanced Site Settings > Microphone Access/Camera

  5. For the desktop version, check OS permissions:

    How to check operating system permissions
    OS How to grant access
    macOS Apple menu > System Preferences > Security & Privacy > Privacy > Microphone/Camera > check the box next to the app, then restart it.
    Linux Refer to your OS documentation
    Windows Settings > Privacy > Microphone/Camera > enable Allow desktop apps to access

  6. Check the functionality of the microphone and camera. Before testing, ensure these test websites are allowed to access the devices (see step 4).

    Microphone: online-voice-recorder.com:

    1. Click the record button.
    2. Grant permission to use the microphone.
    3. Stop the recording and listen to the result. If the microphone is not detected or there is no recording, check the connection and drivers.

    Camera: webcamtests.com:

    1. Select the camera from the list (if multiple are available).
    2. Click Test my cam.
    3. If the camera does not work, check its physical connection and settings.

Call or conference participants cannot hear me

If call participants cannot hear you and the microphone indicator is inactive, follow these steps:

  1. Ensure the microphone or headset is turned on, functioning correctly, and selected in call settings.
  2. Check the microphone volume level:
    How to check the microphone volume level in OS settings
    Operating System Steps
    Windows 10/11 Open Settings > System > Sound. Under Input, select the microphone and click Device properties. Adjust the Volume slider.
    Windows 7/8 Open Control Panel > Hardware and Sound > Sound > Recording. Double-click the microphone and adjust the Microphone value under the Levels tab.
    macOS Open Apple > System Preferences > Sound > Input. Select the microphone and adjust the Volume.
    Linux (Ubuntu 20+) Open Settings > Sound. Under Input, select the microphone and adjust the Volume.
  3. Ensure the correct microphone is selected in the system and disable unnecessary devices:
    How to select a microphone and disable other devices
    Operating System Steps
    Windows 10/11 Open Settings > System > Sound. Under Input, select the microphone. Click Manage sound devices and disable unnecessary devices.
    Windows 7/8 Open Control Panel > Hardware and Sound > Sound > Recording. Right-click the microphone and select Set as Default Device. Disable unnecessary devices via the context menu.
    macOS Open Apple > System Preferences > Sound > Input. Select the desired microphone.
    Linux (Ubuntu 20+) Open Settings > Sound. Under Input, select the microphone.
  4. If the issue persists, contact eXpress support.

The eXpress desktop app does not use the default input/output device

To make the app use the system's default audio output device (Windows/macOS), select the device labeled Default in call settings.


For the microphone:

  • In Windows, select the device labeled Communications.
  • In macOS, select the device labeled Default.

Connection errors, server issues, or participant removal

The issue may be related to the device, network, or server:

  • Try calling from another device (via mobile or web app). If the call works, the issue is local: disable VPN, switch networks, check network access, update the app. If the issue persists only on one device, contact support.
  • If the call cannot be made from any device, there may be a server issue. Gather information and contact your organization's support or eXpress support.

If call ratings are enabled on the server, after the call ends, you can leave feedback and describe the issues encountered. Logs will be automatically sent to the server for administrator analysis.

How to gather information for support if feedback was not submitted

Important: If the server component (CTS) is below version 3.0, calls and conferences will not work in new clients. Check with your organization's administrator for the CTS version.


If the call has already ended, collect logs:

  • From client devices (participants with the issue and observers).
  • Server logs (the administrator can download them via the admin panel).

Instructions for collecting logs are available here. Specify in the notes which participants encountered the issue.

Unable to start screen sharing

Screen sharing is only available in the web and desktop versions of the app.


If the error Screen sharing prohibited appears, there are two possible solutions:

  • All participants must connect to the organization's internal network (contour).
  • Contact the administrator to enable screen sharing for external participants.
For administrators: how to enable screen sharing in an external network

In the admin panel, under VoEx, enable the setting Allow screen sharing outside the contour.

For macOS: If screen sharing does not start, open System Preferences > Security & Privacy > Privacy > Screen Recording and grant access to the eXpress app or browser.

The call remains active after participants leave

Contact your organization's administrator or eXpress support to force-terminate the call on the server.

For Administrators: How to Terminate a Hung Call

In the admin panel, under Calls, locate the hung call (the call ID can be found in the logs) and terminate it using the cross button.

Conference remains active after participants leave

See the instructions Call remains active after participants leave. The steps are similar, but conferences are located in the Conferences section of the admin panel.

Audio cuts out or doesn't work when using a Bluetooth headset

To resolve the issue:

  • Android 12 introduced a permission for apps to use nearby devices. Enable this permission for the app: Settings > Apps > select the app > Permissions.
  • Disable the LDAC codec in the Bluetooth device settings.
  • Remove the paired device in the Bluetooth settings and pair it again.

No chat history in group call or conference (room) chat on all devices

Troubleshooting instructions are available here.

Recording didn't arrive, an error appeared, or the recording has no audio or video

If an error occurred during recording transcoding, the recording didn't arrive within a day, or it plays incorrectly (no audio or video), contact your organization's support. The system administrator has two days to fix the issue before the recording is automatically deleted from the server's temporary folder (default value, but the administrator can extend the storage period for unprocessed recordings using a special flag).

Contact your organization's support team or eXpress support. In your request, specify:

Issue with the Outlook add-in

If you encounter an issue with the Outlook add-in:

  • Refer to the guides to troubleshoot the issue yourself.
  • If the issue persists, contact eXpress support with the following prepared:

Low-quality screen sharing

Screen sharing quality depends on:

  • sender's and receiver's network speed;
  • monitor resolution;
  • window selection for sharing (it's recommended to share individual windows rather than the entire screen).

Sharing is optimized for static images rather than dynamic content. Future updates are planned to improve image transmission quality.

Disconnected from conference on mobile after incoming GSM call

When connecting to a conference via mobile data (not Wi-Fi), an incoming call may block internet access. This will cause the participant to be automatically disconnected from the conference after some time.