Calls & Conferences

Calls & Conferences Traffic Encryption

eXpress calls and conferences use mandatory end-to-end encryption. SIP calls use an unencrypted protocol.

Restricting Access to Screen Sharing From Outside the CDTN

The corporate server administrator can use the contour settings of the Corporate Data Transmission Network (CDTN) to prohibit screen sharing for users outside CDTN — more details.

Step-by-Step Guides for Calls

How 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.
• If SIP telephony is integrated on
  CTS
  /
  eCTS
  , press your colleague's internal number in their card or open the dialer in the Calls and Conferences section.

How to Accept a Personal Call?

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

How 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.

How 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.

❓Related Topics:
• "No access to microphone", "Microphone not found", or the camera toggle does not turn on
• You are not heard in a call or conference
• Connection error; call server error; kicked out of participants and other issues
• Unable to start screen sharing
• Connection drops when talking via Bluetooth headset on Android 12 and above
• The call remains active even though all participants have left

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.

❓Related Topics:
• No chat history in the group call or conference chat (room) on all devices

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.

Conference List

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

How to Join a Conference?

To join a conference, click or tap on an active or upcoming one.

How to Restart an Already Ended Conference?

To resume a completed conference, click or tap on it.

Instant Conference Creation

• On the Conferences tab in the Calls and Conferences section, click or tap 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.

How to Configure Regular Conference Notifications?

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.

How to Set Up Link Accessibility?

By default a 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. 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).

I Want to Delete an Ongoing Conference but the Option Is Missing. Why?

Deleting an active conference is not possible.

Joining 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).

❓Related Topics:
• “No access to microphone”, “Microphone not found”, or the camera toggle does not turn on
• You are not heard in a call or conference
• Connection error; call server error; kicked out of participants and other issues
• Unable to start screen sharing
• Connection drops when talking via Bluetooth headset on Android 12 and above
• The conference remains active even though all participants have left

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.

How to Set Up Reminders for Recurring Open-Ended Conferences in the Bot?

Ensure that the Conference Notifier Bot is active on the corporate server.

1. Open the chat with the bot.
2. Select the /endless command. A list of permanent conferences you are participating in will open.
3. Select a conference and click Add Additional Reminder.
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.

The Bot's Reminders Show Wrong Time - How to Fix?

If reminders arrive with incorrect times, configure the bot's time zone by following its instructions.

Conference Chat (Room)

In conferences, you can exchange messages and files.

How to Find the Conference Chat?

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. To open the ongoing conference chat, use a special button inside the conference.

❓Related Topics:
• No chat history in the group call or conference chat (room) on all devices

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.

Is There Outlook User Synchronization With eXpress?

Yes, there is. 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.

❓Related Topics:
• An issue occurred with the Outlook add-in

How to Install the Outlook Add-In?

To install the add-in, contact your organization support. If the add-in hasn't been used in your organization before, it needs to be deployed on a separate server by the administrator.

• Outlook add-in guides for administrators and users

Microphone or camera access errors

Is the Antivirus Blocking Devices?

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.

Are Other Applications Using the Camera or Microphone?

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

Are Devices Not Connected or Not Forwarded?

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. Contact support for assistance.

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

No Access to Devices in the Browser or OS?

For the web app, check browser permissions:

For the desktop version, check OS permissions:

Are Devices Not Working?

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.

Sound, Video, and Echo Issues in Calls

Is a Legacy App Version Being Used?

Are There Network Connection Issues?

• If you experience freezes, loss of video or audio, or “robot voice,” ensure your network connection meets these requirements.
• Avoid using VPN if possible.
• Try connecting to a different network.
• You can also reduce video and audio quality in the call settings.
  CTS

  eCTS

  If necessary, the server administrator can centrally configure audio and video quality in the admin panel.

Is There a Source of Constant Noise?

Is There External Echo?

Is a Low-Performance Computer Being Used?

Nothing Helped?

If the issue persists, perform the following checks:

• Try joining the call from another device (e.g., a smartphone).
• Ask other participants if they are experiencing the same issue.

This will help identify the source of the problem:

• If everyone has the issue — it is widespread; contact support.
• If the issue is only on your device — check its settings using the recommendations above.

If you cannot resolve the issue yourself, contact your organization's support or eXpress support.

Call or Conference Participants Cannot Hear Me

Call participants cannot hear you and the microphone indicator is inactive.

Are the Devices Functional and Selected?

Is the Microphone Volume Set Correctly?

Is Network Connectivity Restricted?

Nothing Helped?

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 call cannot be made from any device, there may be a server issue.

Determine the scale of the issue, collect client call logs from the app from participants who experienced connectivity problems, and contact your organization's support team or eXpress support.

For Administrator: Collecting Diagnistic Info

Lite

CTS

eCTS

⚠️ If

CTS

/

eCTS

is below version 3.0, calls and conferences will not work in new clients.

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
  CTS
  /
  eCTS
  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 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 is Hung — It Remains Active After Participants Leave

The call/conference appears as active even though no one is in it, and it cannot be ended in the app. Contact your organization's administrator or eXpress support to force-terminate the call on the server.

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.

In your request, specify:

• approximate time of the recording;
• name of the group call or conference;
• call_id from the call/conference client logs.

Issue with the Outlook Add-In

Refer to the guides to troubleshoot the issue yourself.

Nothing Helped?

• Outlook version, add-in version, and logs;
• time the error occurred;
• email associated with Outlook and used to launch the add-in;
• meeting name (if the error occurred after its creation).

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.

Can't Change Audio and Video Quality Settings

This means the call settings are managed from the corporate server. For details, please check with your organization's support.

Screen Sharing on Windows Distorts Colors

This issue occurs if HDR is enabled in Windows, causing the image to look overexposed or washed out. Temporarily disable HDR before screen sharing, or share individual windows instead.

Error “Virtual Backgrounds Unavailable”