SureTel Mobile 101

Downloading the SureTel app for your mobile device:

For Android phones, you can get it from the Google Play store here: https://play.google.com/store/apps/details?id=com.suretec.suretel&hl=en_US , or you can search for "SureTel Mobile".

For iOS phones, you can get it from Apple's App store here: https://apps.apple.com/us/app/suretel-mobile/id1162128442 , or you can search for "SureTel Mobile".

In the examples given for this support article, the screenshots have been taken on an Android device, but the app functionality is the same on an iPhone as well.


Logging in to the app:

Your extension number and password will be provided to you, but there are several ways you can log in. Your tenant ID is a unique number that identifies your company, which will be provided as well. When you enter your login information, it will keep your password saved, so you don't have to enter this information every time you use the app.

If your company uses Google or Office 365 and has attached your company email address to your extension, you can sign in with either method, using the buttons toward the bottom.


The Dialpad default screen:

The dialpad is the default screen when the app is opened. Let's take a look at what various features from the dialpad screen are for.

The circular indicator in the top-right corner is the registration status. If your phone is logged in and the able to communicate correctly, this status indicator would normally be  green. If this indicator is red, there may be some connectivity issue. Make sure you have reception, and/or are connected to WiFi with Internet access.

The bottom-left option is the call log. This is where you can view received, placed, and missed calls.

The next button is for contacts. Here you can access contact data from your  SureTel contacts, or local contacts stored on your phone. In the near future, you will also have the option for contact integration with Google, for those who would like to invoke that option.

In the lower-right is the button for voicemail. Here you can see a chronological list of any voicemails that have been left for your extension.


The Navigation bar:

The navigation bar is where you can access various settings to control how the SureTel app works on your phone. The scope of this document only covers basic features and usage. Changing advanced settings in the app is covered in a different SureTel Knowledge Base article.

The call as setting will show you which number will show up on  Caller ID when you are contacting someone. This can be changed by logging in to the SureTel web portal , or under extension settings. In some scenarios, each person in your company may have their own direct line, or (in the example given) there is a single shared number that all employees have their outbound Caller ID show as. If this setting shows up blank in your app, that means your company's administrator has disabled the ability for you to change your outbound Caller ID number.

The receive VOIP call toggle controls if you will stay signed in to the phone system, and be able to receive calls.

The do not disturb toggle will block incoming calls while activated, which can be useful for meetings or quiet time. 

The call over cell network toggle will use your mobile device's phone's built-in cellular connection, instead of your mobile data plan. This feature can also be toggled to improve call quality in places where data service is limited, or reception is poor.


Application Settings:

From the navigation bar, select application settings.

Application settings is where you can change some of the basic features of the SureTel app.

SIP accounts shows you your uniquie ID number, which is a combination of your company's tenant ID, and your extension number. Typically people do not sign in to multiple extensions, so this number usually does not change. 

From the audio sub-menu, you can change the way that the SureTel app handles audio:

The echo cancellation option is self explanatory, and helps reduce echo on the callee's end. You would normally want to leave this enabled.

Clicking the button for echo canceler calibration will produce a familiar set of 5 tones, which are used to calibrate the cancellation feature specifically for  your device. You typically only need to run this once.

The adaptive rate control option allows the SureTel app to increase or decrease the quality of the call on-the-fly, depending on how much bandwidth is available. If you have a fast Internet connection, the app can make use of it and offer higher quality calls.

Codecs are the app's method for converting your voice into a digital signal, to be transmitted. Some codecs provide significantly higher quality calls than others. Your phone may have multiple codecs checked, which is normal. If the SureTel app is allowed to use adaptive rate control, it will use the best codec available to give you the highest call quality. You can also manually disable certain codecs if you want to force lower or higher quality calls. (Not recommended)


Call log screen:

The call log is where you can see calls that have been  missed, placed, and received. A date separator box is used when scrolling through the call list to indicate which day the event occurred.

Indicator for a call that was made outbound:

Indicator for a call that was received inbound:

Indicator for a call that was missed:

The red badge with a number in the lower-right corner over voicemail indicates how many total unread (listened) messages you have:

If the option is enabled for your extension, you will also receive an email notification that a voicemail was left for you:

SureTel's phone system uses voice transcription technology, which can also provide you with a text summary of the message, in case you don't have time to listen to it.


Contacts screen:

The contacts screen is for your  SureTel contacts, and contacts that are stored locally on your phone. On SureTel's development roadmap, integration with Google Contacts is coming very soon. For SureTel contacts (such as other employees in your company) you can see the realtime status availability of each person. If someone is actively on a call, it will indicate their availability in the status notifier under their name.