Support - myDatavo FAQs

Frequently Asked Questions and Answers



Question: Can I stop sending a video? +
Answer:
Yes. Just press the button in the bottom left of your screen. To restart sending video you can press the button again, or press the vanity feed in the bottom right of the screen.

Note that your version of myDatavo may not include Video Calls. For more information on myDatavo features and their availability, see Why can’t I see all of myDatavo's advertised features?
Question: Can I stop sending a video? +
Answer:
Yes. Just press the button in the bottom left of your screen. To restart sending video you can press the button again, or press the vanity feed in the bottom right of the screen.

Note that your version of myDatavo may not include Video Calls. For more information on myDatavo features and their availability, see Why can’t I see all of myDatavo's advertised features?
Question: How can I change my Easy Call Manager call handling profile using myDatavo Mobile? +
Answer:
You can switch between your call handling profiles using the Status tab.

Your current status is shown at the top of this screen. You can touch this to bring up a list of available profiles. To switch to your chosen profile, simply touch it.

Your new profile will then be shown with a brief summary of how it will handle your incoming calls.

You can also change the number used for the Forward All Calls profile. To do this, take the following steps.

1. Set Forward All Calls as your active profile.
2. On the Status tab, press Forwarding Number.
3. A Forward to dialog box and a numeric keypad will appear on your screen. You can choose to either enter a number or choose from your existing contacts.
• To enter a number, simply type it in to the field using the keypad and then press OK.
• To choose a number from an existing contact, press the Contacts button to the right of the number field in the dialog box. This will bring up your contact list, which you can use to choose your contact and number. Note that only contacts with phone numbers will be shown.

Although you can switch between call handling profiles and change the forwarding number for Forward All Calls using myDatavo Mobile, you cannot change the settings for the Available profile. To do this, you must use the myDatavo Mobile web interface.

Note that you can only change your profile if your version of myDatavo Mobile includes the Status tab. For more information on myDatavo Mobile features and their availability, see Why can’t I see all of myDatavo Mobile's advertised features?
Question: How can I check to see if there are updates available for myDatavo Assistant and how do I download these? +
Answer:
You can update myDatavo Assistant by right-clicking on the Notification Icon and then selecting Check for Updates. A dialog box will then appear which will allow you to download updates, if there are any available.

Alternatively, if you want myDatavo Assistant to check for updates automatically, go to the General settings tab by right-clicking on the Notification Icon and selecting Settings, and then check the box marked Check for updates automatically.
Question: How can I make calls using my Android phone itself, from within myDatavo Mobile for Android? +
Answer:
To make native calls from myDatavo Mobile, you need to turn native calls on. This will turn off CTD and VoIP calls.

If your version of myDatavo Mobile does not include the Dialer tab, all calls you make from myDatavo Mobile will be native calls. You can initiate these calls by selecting a contact from the Contacts tab or by calling the sender of a voicemail from the Messages tab.

If you do have the Dialer tab, you will not be able to make native calls from myDatavo Mobile unless you have Click-To-Dial switched off. To switch this off, navigate to the Settings Tab and then press Use Click-To-Dial until the checkbox on it is no longer highlighted.

Note that a native phone call made from the myDatavo Mobile application will display your Android phone's caller ID and will be billed as a normal phone call. Only a Click-To-Dial call made via your Android phone will use your myDatavo Mobile account and caller ID.
Question: How can I make calls using this app? +
Answer:
myDatavo allows you to make VoIP calls. These are calls that use your data (3g or Wi-Fi) rather than using your mobile minutes. myDatavo also offers the Click-To-Dial feature, which allows you to set up a call from a phone of your choice. Additionally, you can also make native phone calls directly from myDatavo.

You can change which you use to make calls (VoIP, CTD or native) from the settings page.

Depending on the features available in your version of myDatavo, you can make an myDatavo call to a contact in the Contacts tab, the source of a voicemail, a manually entered number, or from a call in the Call history tab.
Question: How can I manage incoming calls using this app? +
Answer:
The Status tab in myDatavo Mobile for Android allows you to view and change the current Easy Call Manager setting for your myDatavo Mobile numbers, which can be Available (accept calls as normal), Do Not Disturb (send all calls directly to voicemail), or Forward All Calls. You can also view and change the number that calls are forwarded to when you select the Forward All Calls setting. For more information on the Status tab, see What is the "Status" page for?

Note that your version of myDatavo Mobile may not include the Status tab. For more information on myDatavo Mobile features and their availability, see Why can’t I see all of myDatavo Mobile's advertised features?
Question: How can I manage my contacts using this app? +
Answer:
You will only be able to view your contacts if your version of myDatavo includes the Contacts tab. For more information on myDatavo features and their availability, see Why can’t I see all of myDatavo's advertised features?

If your version of myDatavo includes the Contacts tab and supports myDatavo Contacts Integration, myDatavo for Android allows you to add, delete and edit the details of your existing myDatavo contacts.

If your version of myDatavo does not support myDatavo Contacts Integration, then you will only be able to view your phone's native contacts. You cannot manage them directly from myDatavo. However, you can quickly skip to your phone's native contact application. For more information on how to do this, see How do I view or edit non-myDatavo contacts?
Question: How can I manage my voicemails using this app? +
Answer:
The Messages tab in myDatavo for Android allows you to listen to your myDatavo voicemails on your Android phone. It also allows you to delete voicemails, to mark them as read or unread, and to reply to or forward them using messaging applications installed on your phone. If your service includes speech-to-text transcription, you can also read the transcripts of your voicemails.

You can also store the sender of any voicemail as a contact.

You will only be able to manage your voicemail if you see the Messages tab in your version of the app. For more information on myDatavo features and their availability, see Why can’t I see all of myDatavo's advertised features?
Question: How can I merge my myDatavo Mobile contacts with those already on the phone? +
Answer:
You will typically be able to merge myDatavo Mobile contacts with existing phone contacts using the native contacts application on your Android phone. To access this application directly from within myDatavo Mobile for Android, select the contact in the Contacts tab, press your phone’s menu button, and select the More Details option.

Please note that you will only be able to edit the details associated with the original myDatavo Mobile contact from within myDatavo Mobile for Android. For more information, see Why can I only edit some contacts/some details of a contact in the app and not others?
Question: How can I reduce the battery usage of myDatavo for Android? +
Answer:
Go to your Android phone’s main settings menu. Typically you can do this by pressing your phone’s home button, pressing your phone’s menu button, and then selecting Settings. Select Accounts and Sync. On the next screen, under Manage Account, you should see the myDatavo Mobile logo next to your primary account number – press it. This will display two options with checkboxes (depending on whether your service includes the relevant features), Sync Contacts and Sync Voicemail. Disabling these options will prevent myDatavo Mobile for Android from contacting the myDatavo Mobile server to update your Contacts list and Voicemail inbox, reducing your data and battery usage.

Please note that if you disable these settings, you will need to manually refresh your Contacts list and Voicemail inbox from within myDatavo Mobile for Android to receive new voicemails and to ensure that your contacts list is up-to-date. For information on how to manually refresh these tabs, see How do I manually refresh the application?

You can also log out of myDatavo Mobile, although this means that you will no longer receive any calls or voicemail notifications.
Question: How can I reduce the battery usage of myDatavo for Android? +
Answer:
Go to your Android phone’s main settings menu. Typically you can do this by pressing your phone’s home button, pressing your phone’s menu button, and then selecting Settings. Select Accounts and Sync. On the next screen, under Manage Account, you should see the myDatavo Mobile logo next to your primary account number – press it. This will display two options with checkboxes (depending on whether your service includes the relevant features), Sync Contacts and Sync Voicemail. Disabling these options will prevent myDatavo Mobile for Android from contacting the myDatavo Mobile server to update your Contacts list and Voicemail inbox, reducing your data and battery usage.

Please note that if you disable these settings, you will need to manually refresh your Contacts list and Voicemail inbox from within myDatavo Mobile for Android to receive new voicemails and to ensure that your contacts list is up-to-date. For information on how to manually refresh these tabs, see How do I manually refresh the application?

You can also log out of myDatavo Mobile, although this means that you will no longer receive any calls or voicemail notifications.
Question: How can I switch between different Call Manager call handling profiles using the myDatavo Assistant toolbar and is there a way to access my Call Manager settings? +
Answer:
You can access your Call Manager settings using the icon in the myDatavo Assistant toolbar situated to the right of the text entry box. The appearance of this icon will differ depending on what Call Manager call handling profile you are currently using.



You can use this icon to switch between call handling profiles. Simply click on the icon and select from the list of available profiles that appears. This list will vary depending on the type of Call Manager service you are subscribed to, and will look like one of the examples given below.



Your list of profiles will include some of the following.

– Ring my phone – This status will make your phone ring as normal.

– Available – This status will handle an incoming call as per your settings on the Easy Call Manager tab in myDatavo. You can access these settings directly by clicking Go to Call Manager in the list of profiles.

and – Do Not Disturb and Send to voicemail – Both of these statuses will divert all calls to your voicemail and your phone will not ring. The Do Not Disturb profile will only be shown if you have this feature included in your Call Manager service.

– Forward to – This status will forward all incoming calls to a number of your choice. By hovering your cursor over this option, you will be able to choose to forward calls to a number which has already been configured in the Call Manager tab of myDatavo, or you can choose a new number. This profile will only be shown if you are subscribed to Unconditional Call Forwarding.

– Find-Me Follow-Me – When this status is enabled, any calls to your primary phone which are not answered will be forwarded in sequence to a list of pre-defined additional telephone numbers. Hovering your cursor over this status will give you the choice of either configuring or enabling it. This profile will only be shown if you have this feature included in your Call Manager service.

– Use a schedule – This status allows you to enable any of the call schedules you have configured in myDatavo. Hovering your mouse over this option will give you the choice of configuring or enabling a schedule.

– Use a set of rules – This status allows you to enable any of the sets of rules you have configured in myDatavo. Hovering your mouse over this option will give you the choice of configuring or enabling a set of rules.

For more information on any of these profiles, see the Call Manager section of myDatavo Help.

You can also use myDatavo Assistant to directly access the Call Manager tab of myDatavo, which you can use to make more detailed changes to your Call Manager settings. The way in which you do this will depend on the Call Manager service you are subscribed to.


•If the list that appears when you click on the toolbar icon includes an option called Go to Call Manager, you can select this to go directly to the Call Manager tab in myDatavo.

•If your list does not include the Go to Call Manager option, you can access your Call Manager settings by double-clicking the Notification Icon to bring up myDatavo, and then selecting the Call Manager tab.
Question: How do I access external contacts? +
Answer:
myDatavo Assistant allows you to connect to a Microsoft Active Directory or another LDAP server to access external contacts. You can then search through these contacts using the myDatavo Assistant toolbar and add them to your contact list.

First, you must set up a connection with your Microsoft Active Directory or another LDAP server. By default, myDatavo Assistant uses your Microsoft Active Directory for external contacts, so if this is the directory you want to use, no further configuration is needed. If you want to use a different directory, carry out the following steps.


1.Right click on the Notification Icon.

2.Select Settings.

3.Click on the External Contacts tab.

4.Select the radio button alongside Use a different directory.

5.Make any necessary changes to the fields under Manual settings. If you need more information about the values you should be entering here, try posting a question on the myDatavo Answers website.

6.Once you have configured your chosen LDAP server, you can use the Test connection button to check that myDatavo Assistant can access it.


Now that myDatavo Assistant is connected to your chosen directory, you can use the myDatavo Assistant toolbar to search for external contacts.

Open the myDatavo Assistant toolbar if you haven’t already done so. For a guide to opening the myDatavo Assistant toolbar, see How do I open the myDatavo Assistant toolbar?.

To find an external contact, do the following.


1.Click on the text box on the toolbar (the hint text will disappear).

2.Type your search text.

3.Choose the Search external contacts option from the list. This will open myDatavo, which will perform a search of your external contacts for your search text.
Question: How do I add or remove one of My phones? +
Answer:
You can add or remove numbers from your My phones list from the Settings tab.

From this menu, select My phones to see the list of numbers that you currently have configured.

To add a number, press your phone’s menu button and choose Add phone. You can then enter a new number for use with Click-To-Dial. You can also assign it an easily recognizable name.

To remove a number, touch and hold it while on the My phones screen and then choose Delete from the menu that appears. Note that you cannot delete the number that you use to log in to myDatavo Mobile from this list.

Note that you will only see the My phones option in the Settings tab if your version of myDatavo Mobile also has the Dialer tab. For more information on myDatavo Mobile features and their availability, see Why can’t I see all of myDatavo Mobile's advertised features?
Question: How do I change my Call Manager settings? +
Answer:
You can access your Call Manager settings using the icon in the myDatavo Assistant toolbar situated to the right of the text entry box. The appearance of this icon will differ depending on what Call Manager call handling profile you are currently using.



You can use this icon to switch between call handling profiles. Simply click on the icon and select from the list of available profiles that appears. This list will vary depending on the type of Call Manager service you are subscribed to, and will look like one of the examples given below.



Your list of profiles will include some of the following.

– Ring my phone – This status will make your phone ring as normal.

– Available – This status will handle an incoming call as per your settings on the Easy Call Manager tab in myDatavo. You can access these settings directly by clicking Go to Call Manager in the list of profiles.

and – Do Not Disturb and Send to voicemail – Both of these statuses will divert all calls to your voicemail and your phone will not ring. The Do Not Disturb profile will only be shown if you have this feature included in your Call Manager service.

– Forward to – This status will forward all incoming calls to a number of your choice. By hovering your cursor over this option, you will be able to choose to forward calls to a number which has already been configured in the Call Manager tab of myDatavo, or you can choose a new number. This profile will only be shown if you are subscribed to Unconditional Call Forwarding.

– Find-Me Follow-Me – When this status is enabled, any calls to your primary phone which are not answered will be forwarded in sequence to a list of pre-defined additional telephone numbers. Hovering your cursor over this status will give you the choice of either configuring or enabling it. This profile will only be shown if you have this feature included in your Call Manager service.

– Use a schedule – This status allows you to enable any of the call schedules you have configured in myDatavo. Hovering your mouse over this option will give you the choice of configuring or enabling a schedule.

– Use a set of rules – This status allows you to enable any of the sets of rules you have configured in myDatavo. Hovering your mouse over this option will give you the choice of configuring or enabling a set of rules.

For more information on any of these profiles, see the Call Manager section of myDatavo Help.

You can also use myDatavo Assistant to directly access the Call Manager tab of myDatavo, which you can use to make more detailed changes to your Call Manager settings. The way in which you do this will depend on the Call Manager service you are subscribed to.


•If the list that appears when you click on the toolbar icon includes an option called Go to Call Manager, you can select this to go directly to the Call Manager tab in myDatavo.

•If your list does not include the Go to Call Manager option, you can access your Call Manager settings by double-clicking the Notification Icon to bring up myDatavo, and then selecting the Call Manager tab.
Question: How do I change my general settings? +
Answer:
You can change General settings for the myDatavo Assistant in the General tab of the Settings menu. To bring up the Settings menu, right-click on the Notification Icon when you are logged into myDatavo Assistant and click on Settings.

You can change the following settings in the General Settings tab.


•Login details – You can set the number and password that myDatavo Assistant uses to login.

•Auto-start – You can set myDatavo Assistant to open automatically when Windows starts.

•Popups – You can determine which events cause an on-screen dialog box to popup, including when your phone rings, when a new voicemail arrives and, if you have the Speech-to-Text service enabled, when a transcript is ready.

•Call forwarding – You can configure up to 5 numbers to forward incoming calls to. If you have popups on incoming calls enabled, these numbers will appear on the popup and allow you to forward a call with a single click.

•Check for updates automatically – You can set myDatavo Assistant to automatically check for and tell you about updates.

•Proxy settings – These settings concern information used to access your information. You will not need to access these unless told to do so by your service provider.
Question: How do I change my myDatavo Assistant general settings, such as my login details and whether or not myDatavo displays popups for new call events? +
Answer:
You can change General settings for the myDatavo Assistant in the General tab of the Settings menu. To bring up the Settings menu, right-click on the Notification Icon
when you are logged into myDatavo Assistant and click on Settings.

You can change the following settings in the General Settings tab.


•Login details – You can set the number and password that myDatavo Assistant uses to login.

•Auto-start – You can set myDatavo Assistant to open automatically when Windows starts.

•Popups – You can determine which events cause an on-screen dialog box to popup, including when your phone rings, when a new voicemail arrives and, if you have the Speech-to-Text service enabled, when a transcript is ready.

•Call forwarding – You can configure up to 5 numbers to forward incoming calls to. If you have popups on incoming calls enabled, these numbers will appear on the popup and allow you to forward a call with a single click.

•Check for updates automatically – You can set myDatavo Assistant to automatically check for and tell you about updates.

•Proxy settings – These settings concern information used to access your information. You will not need to access these unless told to do so by your service provider.
Question: How do I change my myDatavo Mobile password using myDatavo Mobile for Android? +
Answer:
To change your password, navigate to the Settings tab and then touch Password.

In the dialog box that appears, you will need to enter your current myDatavo Mobile password in the field marked Old password.

You should then enter your new password in the other two fields before touching OK to confirm.

You will not be able to change your password if you enter your current password incorrectly or if your new password does not meet the required complexity restrictions. If either of these things happen, you will be prompted to try changing your password again.

Note that you must have an active data connection to change your password.
Question: How do I change my password? +
Answer:
To change your password, navigate to the Settings tab and then touch Password.

In the dialog box that appears, you will need to enter your current myDatavo Mobile password in the field marked Old password.

You should then enter your new password in the other two fields before touching OK to confirm.

You will not be able to change your password if you enter your current password incorrectly or if your new password does not meet the required complexity restrictions. If either of these things happen, you will be prompted to try changing your password again.

Note that you must have an active data connection to change your password.
Question: How do I change my status? +
Answer:
You can switch between your call handling profiles using the Status tab.

Your current status is shown at the top of this screen. You can touch this to bring up a list of available profiles. To switch to your chosen profile, simply touch it.

Your new profile will then be shown with a brief summary of how it will handle your incoming calls.

You can also change the number used for the Forward All Calls profile. To do this, take the following steps.

1. Set Forward All Calls as your active profile.
2. On the Status tab, press Forwarding Number.
3. A Forward to dialog box and a numeric keypad will appear on your screen. You can choose to either enter a number or choose from your existing contacts.
• To enter a number, simply type it in to the field using the keypad and then press OK.
• To choose a number from an existing contact, press the Contacts button to the right of the number field in the dialog box. This will bring up your contact list, which you can use to choose your contact and number. Note that only contacts with phone numbers will be shown.

Although you can switch between call handling profiles and change the forwarding number for Forward All Calls using myDatavo Mobile, you cannot change the settings for the Available profile. To do this, you must use the myDatavo Mobile web interface.

Note that you can only change your profile if your version of myDatavo Mobile includes the Status tab. For more information on myDatavo Mobile features and their availability, see Why can’t I see all of myDatavo Mobile's advertised features?
Question: How do I change the default number for a contact? +
Answer:
To change the default number for a myDatavo Mobile contact, find your chosen contact on the Contacts tab and press their name. On the screen that appears, press and hold your chosen number and then select the Make default option from the resulting menu.
Question: How do I change when/how I receive notifications about new messages? +
Answer:
You can choose when you receive notifications by navigating to the Settings and touching Notify me when in the Messages section.

From the menu that appears, you can choose to enable notifications for the receipt of a message, a transcription, or both. You can also choose to turn off notifications altogether.

You can also change how you receive notifications using the Vibrate and Select ringtone options.

If you want your phone to sound when it gives you a notification, touch Select ringtone and choose a ringtone from the list. If you don’t want it to sound, choose Silent from the list of ringtones.

To set whether your phone vibrates or not for a notification, touch Vibrate until the checkbox is ticked or not ticked appropriately.

Note that you will not receive notifications if you have turned Sync Voicemail off in the phone's native Accounts and Sync page.

Note that you will only be able to manage your notifications using the Settings tab if your version of myDatavo Mobile also has the Messages tab. For more information on myDatavo Mobile features and their availability, see Why can’t I see all of myDatavo Mobile's advertised features?
Question: How do I enable Outlook Contacts Sync? +
Answer:
To setup Outlook Contacts Sync on your myDatavo Assistant, you need to be using Microsoft Outlook 2003 or later.

First, access the Outlook Contacts Sync settings tab by right-clicking on the Notification Icon and then selecting Outlook Contacts Sync.

If you’ve used Outlook Contacts Sync previously and you want to keep the same settings, you can simply enable or disable Outlook Contacts Sync by checking or unchecking the box marked Enable Synchronization.

Alternatively, if this is the first time you’ve used Outlook Contacts Sync or if you want to change settings you’ve entered before, you’ll need to configure myDatavo Assistant so that it synchronizes with Outlook correctly. To do this, carry out the steps below.


1.In the Outlook Contacts Sync setting tab, tick the box marked Enable Synchronization.

2.If you have more than one Outlook Profile and have not set one as your default, you will see a drop down menu marked Select Profile. Pick the profile you want to use for synchronization from this menu.

3.From the drop down menu marked Direction, choose the direction in which you want synchronization to happen. You can choose from the following options.


•To Outlook Only – This will replace any existing Outlook contacts with your myDatavo ones.

•From Outlook Only – This will replace any existing myDatavo contacts with your local Outlook contacts.

•Both directions – This will keep Outlook and myDatavo contacts the same, merging changes in both directions.


4.Finally, pick the folders you want to synchronize. Clicking on the Choose button will show a tree-view list of all the possible folders you can pick. Checking the box next to a folder will ensure that it is included in synchronization. Note that the default folder is Contacts and this folder cannot be deselected.

5.Once you’ve entered your settings, select OK to submit them. You will then be asked if you want to synchronize immediately or to disable synchronization. Select Synchronize New account to/from myDatavo. Your contacts will then begin to synchronize.
Question: How do I forward incoming calls to my voicemail or another number? +
Answer:
myDatavo Assistant allows you to enter up to five numbers which you can forward any incoming calls to with a single click. You can also send incoming calls to voicemail if you have the Voicemail service.

To use these features, you must first enable on-screen pop-ups for incoming calls. These pop-ups display the caller’s details, and give you the option to either forward the call to another number or send it to voicemail.



You can enable incoming call popups by right-clicking on the Notification Icon , selecting Settings, and then checking the box in the General tab marked Display a popup when your phone rings.

You can then choose to configure up to five numbers that you can forward a call to through your popups. To do this, carry out the following steps.


1.Right-click on the Notification Icon.

2.Select Settings.

3.In the General tab, click on the Forwarding Numbers button.

4.Enter up to five telephone numbers in any form that would be valid to dial from the telephone, including national numbers, local numbers or extension codes. You can include * and # to allow you to use Business Group short and intercom numbers.

5.If you want, you can then give each of these numbers a name up to 32 characters long.

6.Once you are happy with the numbers you have entered, click OK.



Now when you receive a call, you will be able to click on Send to voicemail in the popup to send the call to voicemail, or click on any of your chosen numbers to forward the call to it.
Question: How do I go about using the myDatavo Assistant toolbar to access external contacts from a Microsoft Active Directory or another LDAP server? +
Answer:
myDatavo Assistant allows you to connect to a Microsoft Active Directory or another LDAP server to access external contacts. You can then search through these contacts using the myDatavo Assistant toolbar and add them to your contact list.

First, you must set up a connection with your Microsoft Active Directory or another LDAP server. By default, myDatavo Assistant uses your Microsoft Active Directory for external contacts, so if this is the directory you want to use, no further configuration is needed. If you want to use a different directory, carry out the following steps.


1.Right click on the Notification Icon .

2.Select Settings.

3.Click on the External Contacts tab.

4.Select the radio button alongside Use a different directory.

5.Make any necessary changes to the fields under Manual settings. If you need more information about the values you should be entering here, try posting a question on the myDatavo Answers website.

6.Once you have configured your chosen LDAP server, you can use the Test connection button to check that myDatavo Assistant can access it.


Now that myDatavo Assistant is connected to your chosen directory, you can use the myDatavo Assistant toolbar to search for external contacts.

Open the myDatavo Assistant toolbar if you haven’t already done so. For a guide to opening the myDatavo Assistant toolbar, see How do I open the myDatavo Assistant toolbar?.

To find an external contact, do the following.


1.Click on the text box on the toolbar (the hint text will disappear).

2.Type your search text.

3.Choose the Search external contacts option from the list. This will open myDatavo, which will perform a search of your external contacts for your search text.
Question: How do I launch myDatavo? +
Answer:
You can choose to open myDatavo at the Dashboard display or you can go directly to your messages. You must be logged into myDatavo Assistant.

To open myDatavo at the Dashboard display, you can either double-click the Notification Icon , or you can right-click the Notification Icon to bring up the Notification Icon menu and then select Open Dashboard.

To go straight to your myDatavo messages, right-click the Notification Icon and then select View Messages. The Notification Icon menu will let you know if you have any new messages before you open myDatavo.
Question: How do I login using myDatavo Assistant? +
Answer:
You will be asked to enter your login details during the initial setup of myDatavo Assistant. If there are any problems with your login details, a prompt will appear in the dialog box explaining the error. For more information on these errors, see I can’t login. What does my error message mean?. If you have forgotten your login details, click on the Forgotten your details? link.

When you have correctly entered your login details into this dialog box, click Continue. You will then be asked to agree to the terms of the End User License Agreement. Once you have clicked Accept, you will be logged in. From this point on, myDatavo Assistant will then log in to your account automatically when you start the program.

If you become logged out for any reason after the initial setup, you can log in by carrying out these steps.


1.Right-click on the Notification Icon .

2.Select Settings.

3.In the General tab, either enter your number and password in the Login section or check that the values already in the fields are correct.

4.Click OK.
Question: How do I login? +
Answer:
You will be asked to enter your login details during the initial setup of myDatavo Assistant. If there are any problems with your login details, a prompt will appear in the dialog box explaining the error. For more information on these errors, see I can’t login. What does my error message mean?. If you have forgotten your login details, click on the Forgotten your details? link.

When you have correctly entered your login details into this dialog box, click Continue. You will then be asked to agree to the terms of the End User License Agreement. Once you have clicked Accept, you will be logged in. From this point on, myDatavo Assistant will then log in to your account automatically when you start the program.

If you become logged out for any reason after the initial setup, you can log in by carrying out these steps.


1.Right-click on the Notification Icon .

2.Select Settings.

3.In the General tab, either enter your number and password in the Login section or check that the values already in the fields are correct.

4.Click OK.
Question: How do I make a call from Outlook? +
Answer:
If you have both myDatavo Assistant and Outlook installed on your computer, you can initiate myDatavo calls through Outlook.

On each Contacts page in Outlook, you will find a Call button ( or depending on the version of Outlook you have installed). When you click the Call button, a dialog box will appear, into which you can enter a contact name, a full telephone number with area code, or, if you are a Business Group member, an extension number.



Once you have entered a name or number, you can get a call going by clicking the Start Call button.
Question: How do I make a call from the myDatavo Assistant toolbar? +
Answer:
To make an outgoing call using the myDatavo Assistant toolbar, you must start by typing the name or number of the person you wish to call in the text entry box. The toolbar will automatically offer suggestions from your contact list as you type. If you are a member of a Business Group, these suggestions will include the names of any Business Group Line contacts.



If you want to enter a number, you can use either a telephone number (including the area code) or an extension number if you are a member of a Business Group. The number does not have to be in your contact list to make a call.

To start a call, you can either click on the name or number of a contact from the list of suggestions, or you can just press Return once you have entered a complete phone or extension number.

Once a call has been initiated, your own phone will ring. When you pick it up, a call will be placed to your chosen contact and you will hear a ringing tone as if you had dialed directly from your phone. If your phone supports auto-answer, you will not need to pick it up and your call will be started immediately.

A pop-up displaying the status of your call will appear for the first 15 seconds, which you can use to terminate the call. Once this has disappeared, you can end the call by simply hanging up the phone.
Question: How do I make a myDatavo call using Microsoft Outlook? +
Answer:
If you have both myDatavo Assistant and Outlook installed on your computer, you can initiate myDatavo calls through Outlook.

On each Contacts page in Outlook, you will find a Call button ( or depending on the version of Outlook you have installed). When you click the Call button, a dialog box will appear, into which you can enter a contact name, a full telephone number with area code, or, if you are a Business Group member, an extension number.



Once you have entered a name or number, you can get a call going by clicking the Start Call button.
Question: How do I manually refresh the application? +
Answer:
You can manually refresh any tab in myDatavo Mobile for Android (with the exception of the Dialer tab, which has no information to refresh) by selecting the tab, pressing the menu button on your phone, and touching the Refresh button in the resulting menu. This allows you to make sure that your messages, contacts and settings are up to date, and is particularly useful if you have turned off the Sync Contacts and Sync Voicemail settings.

Even when Sync Contacts and Sync Voicemail are turned off, myDatavo Mobile will still automatically refresh your contact list once a day.
Question: How do I manually refresh the information shown in parts of the application such as my contact list and voicemail inbox? +
Answer:
You can manually refresh any tab in myDatavo Mobile for Android (with the exception of the Dialer tab, which has no information to refresh) by selecting the tab, pressing the menu button on your phone, and touching the Refresh button in the resulting menu. This allows you to make sure that your messages, contacts and settings are up to date, and is particularly useful if you have turned off the Sync Contacts and Sync Voicemail settings.

Even when Sync Contacts and Sync Voicemail are turned off, myDatavo Mobile will still automatically refresh your contact list once a day.
Question: How do I open the myDatavo Assistant toolbar? +
Answer:
If the myDatavo Assistant toolbar does not appear automatically after installing myDatavo Assistant, you can open it using your Windows Taskbar.


1.Right click on your Windows Taskbar.

2.Select Toolbars.

3.Select myDatavo Assistant.


The myDatavo Assistant toolbar should now appear on the Windows Taskbar.
Question: How do I prevent myDatavo Mobile for Android from connecting to the internet and using up my data allowance? +
Answer:
Go to your Android phone’s main settings menu. Typically you can do this by pressing your phone’s home button, pressing your phone’s menu button, and then touching Settings. Select Accounts and Sync. On the next screen, under Manage Account, you should see the myDatavo Mobile logo next to your primary account number – touch it. This will display two options with checkboxes (depending on whether your service includes the relevant features), Sync Contacts and Sync Voicemail.

Disabling these options will prevent myDatavo Mobile for Android from contacting the myDatavo Mobile server to check for new notifications, reducing your data and battery usage.

Please note that if you disable these settings, you will need to manually refresh your Voicemail inbox from within myDatavo Mobile for Android to receive new voicemails. For information on how to manually refresh the Messages tab, see How do I manually refresh the application?
Question: How do I remove my account? +
Answer:
To remove your account, just log out from one of the tabs.
Question: How do I report a problem? +
Answer:
If something goes wrong with your application, you can send an error report by navigating to the Settings Tab, pressing About, and then selecting the Send Report option from the menu.

Sending an error report will bring problems to our attention and allow us to diagnose them. This will help us to improve myDatavo Mobile and bring you better service in the future.
Question: How do I select my service provider for myDatavo Assistant? +
Answer:
You select your service provider during the initial setup of myDatavo Assistant.

After installing myDatavo Assistant and restarting your computer, you will be presented with this dialog box.



Simply select your service provider from the drop down menu, and then enter your telephone number and PIN or password (whichever you use for myDatavo) before clicking Continue. If you have forgotten any of your details, make sure you’ve selected the right service provider from the drop down menu, and then click on the Forgotten your details? link.

If your service provider does not appear in the drop down menu, they may not offer this application. For more information, see Why isn’t my service provider on the list?
Question: How do I select my service provider for myDatavo for Android? +
Answer:
You select your service provider during the initial setup of myDatavo.

After installing and opening myDatavo, you will be presented with this screen.


Simply select your service provider from the list. You will then be asked to agree to the terms of an End User License Agreement (EULA) and enter your telephone number and PIN or password (whichever you use to access myDatavo online). If you do not yet have an myDatavo account, you can follow the Create account link on the login page.
Question: How do I select my service provider for myDatavo Mobile for iPhone or iPad? +
Answer:
You select your service provider during the initial setup of myDatavo Mobile.

After installing and opening myDatavo Mobile, you will be presented with this screen.



Simply select your service provider from the list. You will then be asked to agree to the terms of an End User License Agreement (EULA) and enter your telephone number and PIN or password (whichever you use to access myDatavo Mobile online). If you do not yet have an myDatavo Mobile account, you can follow the Create account link on the login page.

If your service provider does not appear in the drop down menu, they may not offer this application. For more information, see Why isn’t my service provider on the list?
Question: How do I select my service provider? +
Answer:
You select your service provider during the initial setup of myDatavo Assistant.

After installing myDatavo Assistant and restarting your computer, you will be presented with this dialog box.



Simply select your service provider from the drop down menu, and then enter your telephone number and PIN or password (whichever you use for myDatavo) before clicking Continue. If you have forgotten any of your details, make sure you’ve selected the right service provider from the drop down menu, and then click on the Forgotten your details? link.

If your service provider does not appear in the drop down menu, they may not offer this application. For more information, see Why isn’t my service provider on the list?
Question: How do I select my service provider? +
Answer:
You select your service provider during the initial setup of myDatavo Mobile.

After installing and opening myDatavo Mobile, you will be presented with this screen.



Simply select your service provider from the list. You will then be asked to agree to the terms of an End User License Agreement (EULA) and enter your telephone number and PIN or password (whichever you use to access myDatavo Mobile online). If you do not yet have an myDatavo Mobile account, you can follow the Create account link on the login page.

If your service provider does not appear in the drop down menu, they may not offer this application. For more information, see Why isn’t my service provider on the list?
Question: How do I set up myDatavo Assistant so that it automatically synchronizes my myDatavo and Microsoft Outlook contacts? +
Answer:
To setup Outlook Contacts Sync on your myDatavo Assistant, you need to be using Microsoft Outlook 2003 or later.

First, access the Outlook Contacts Sync settings tab by right-clicking on the Notification Icon and then selecting Outlook Contacts Sync.

If you’ve used Outlook Contacts Sync previously and you want to keep the same settings, you can simply enable or disable Outlook Contacts Sync by checking or unchecking the box marked Enable Synchronization.

Alternatively, if this is the first time you’ve used Outlook Contacts Sync or if you want to change settings you’ve entered before, you’ll need to configure myDatavo Assistant so that it synchronizes with Outlook correctly. To do this, carry out the steps below.


1.In the Outlook Contacts Sync setting tab, tick the box marked Enable Synchronization.

2.If you have more than one Outlook Profile and have not set one as your default, you will see a drop down menu marked Select Profile. Pick the profile you want to use for synchronization from this menu.

3.From the drop down menu marked Direction, choose the direction in which you want synchronization to happen. You can choose from the following options.


•To Outlook Only – This will replace any existing Outlook contacts with your myDatavo ones.

•From Outlook Only – This will replace any existing myDatavo contacts with your local Outlook contacts.

•Both directions – This will keep Outlook and myDatavo contacts the same, merging changes in both directions.


4.Finally, pick the folders you want to synchronize. Clicking on the Choose button will show a tree-view list of all the possible folders you can pick. Checking the box next to a folder will ensure that it is included in synchronization. Note that the default folder is Contacts and this folder cannot be deselected.

5.Once you’ve entered your settings, select OK to submit them. You will then be asked if you want to synchronize immediately or to disable synchronization. Select Synchronize New account to/from myDatavo. Your contacts will then begin to synchronize.
Question: How do I stop message transcriptions being generated? +
Answer:
If your version of myDatavo Mobile includes the Messages tab and supports Speech to Text, you will see an option called Transcriptions in the Messages section of the Settings tab. To turn off message transcriptions, simply touch this option so that the checkbox is no longer ticked.
Question: How do I stop the application using my data? +
Answer:
Go to your Android phone’s main settings menu. Typically you can do this by pressing your phone’s home button, pressing your phone’s menu button, and then touching Settings. Select Accounts and Sync. On the next screen, under Manage Account, you should see the myDatavo Mobile logo next to your primary account number – touch it. This will display two options with checkboxes (depending on whether your service includes the relevant features), Sync Contacts and Sync Voicemail.

Disabling these options will prevent myDatavo Mobile for Android from contacting the myDatavo Mobile server to check for new notifications, reducing your data and battery usage.

Please note that if you disable these settings, you will need to manually refresh your Voicemail inbox from within myDatavo Mobile for Android to receive new voicemails. For information on how to manually refresh the Messages tab, see How do I manually refresh the application?
Question: How do I update myDatavo Assistant? +
Answer:
You can update myDatavo Assistant by right-clicking on the Notification Icon and then selecting Check for Updates. A dialog box will then appear which will allow you to download updates, if there are any available.

Alternatively, if you want myDatavo Assistant to check for updates automatically, go to the General settings tab by right-clicking on the Notification Icon and selecting Settings, and then check the box marked Check for updates automatically.
Question: How do I update myDatavo Mobile for Android? +
Answer:
To check that you have the latest version of myDatavo Mobile for Android, open the Android Market application and touch the My apps button. Look for myDatavo Mobile in the list of apps. If an update is available, the word update will be displayed in the list entry. Select the entry and then touch the Update button. Touch the OK button to confirm the app permissions and then touch OK again to confirm that you want to update the app. Your phone will now download the latest version of myDatavo Mobile for Android.
Question: How do I update the application? +
Answer:
To check that you have the latest version of myDatavo Mobile for Android, open the Android Market application and touch the My apps button. Look for myDatavo Mobile in the list of apps. If an update is available, the word update will be displayed in the list entry. Select the entry and then touch the Update button. Touch the OK button to confirm the app permissions and then touch OK again to confirm that you want to update the app. Your phone will now download the latest version of myDatavo Mobile for Android.
Question: How do I view or edit non-myDatavo Mobile contacts? +
Answer:
You can view any of your non-myDatavo Mobile contacts from the Contacts tab by simply touching them. This will take you to a screen displaying all of your stored details for this contact. Note that your version of myDatavo Mobile may not include the Contacts tab. For more information on myDatavo Mobile features and their availability, see Why can’t I see all of myDatavo Mobile's advertised features?

You cannot directly edit a non-myDatavo Mobile contact in myDatavo Mobile, but you can easily navigate to your phone’s own contacts app. To do this, press your phone’s menu button when viewing an individual non-myDatavo Mobile contact in myDatavo Mobile, and touch More Details. This will take you to the relevant page in your phone’s contacts app where you can edit your chosen contact. You can also use the More Details option on myDatavo Mobile contacts.
Question: I already have contact details for some of my myDatavo Mobile contacts stored on my Android phone. Can I merge the two sets of details? +
Answer:
You will typically be able to merge myDatavo Mobile contacts with existing phone contacts using the native contacts application on your Android phone. To access this application directly from within myDatavo Mobile for Android, select the contact in the Contacts tab, press your phone’s menu button, and select the More Details option.

Please note that you will only be able to edit the details associated with the original myDatavo Mobile contact from within myDatavo Mobile for Android. For more information, see Why can I only edit some contacts/some details of a contact in the app and not others?
Question: I can’t edit some of my contacts, even though they appear in the myDatavo Mobile Contacts tab. Also, when I select certain contacts and choose Edit Contact, some of the contact details displayed on the previous screen are not available for me to edit. Why +
Answer:
You can only edit your myDatavo Mobile contacts within myDatavo Mobile, even if your version of the app supports myDatavo Mobile Contacts Integration. This means you cannot change your phone contacts directly from myDatavo Mobile. If the contact is a merged contact, you will only be able to edit the details which were originally part of a myDatavo Mobile contact. For more information on merged contacts, see What is a merged contact?

You can quickly move from the app to your phone’s native contacts application in order to edit non-myDatavo Mobile contacts and details of merged contacts which were not originally part of a myDatavo Mobile contact. For more information on this, see How do I view or edit non-myDatavo Mobile contacts?
Question: I can’t login. What does my error message mean? +
Answer:
Below is a list of possible error messages that may be generated if your login fails and their meanings.

“Login failed: account locked out” – This error indicates that your account has been locked by your service provider. Contact your service provider for more information.

“Login failed: incompatible client" – This error indicates that the client is incompatible with the server. Contact your service provider for more information.

“Login failed: incorrect user name or password” – This error indicates that the login details you have entered are incorrect.


•If you see this error during the initial setup, check that you have entered your details directly and selected the right service provider from the dropdown menu in the Initial Setup dialog box. If you have forgotten your details, try clicking on Forgotten your details?.

•If you see this error at any point after the initial setup, Right-click the Notification Icon , select Settings, and check that the details you have entered into the Number and Password fields in the Login section of the General tab are correct.



“Login failed: no network” – This error indicates that the network is disconnected. Check your network connection.

“Login failed: server returned an error” – This error indicates that the server has hit an internal error. Try logging in again. If the problem persists, contact your service provider.

“Login failed: server unreachable” – This error indicates that the target server cannot be reached even though the network is connected. You can check your service provider’s service status by right-clicking on the Notification Icon , selecting Help and then clicking on the link under Check the service status page. If the problem persists, contact your service provider.

“Login failed: service unavailable” – This error indicates that the request has been rejected as the server is busy. Try logging in again after a few minutes. If the problem persists, contact your service provider.

You may also receive an error informing you that you need to sign up to a particular service package with your service provider to use this application. If you believe that you should be receiving this service, check that you have entered your login details correctly and, if this does not resolve the problem, contact your service provider.
Question: I can’t login. What does my error message mean? +
Answer:
Below is a list of possible error messages that may be generated if your login fails and their meanings.

“You have entered the wrong phone number or PIN/password. Your account will be locked if you repeatedly enter the wrong PIN/password.” – This error indicates that you have entered the wrong login details. If you have forgotten your login details, touch the Forgotten details? link to retrieve them.

“Account locked out. Contact customer services to re-enable access” – This error indicates that your account has been locked by your service provider. Contact your service provider for more information.

“Your account has been blocked. Contact customer services” – This error indicates that your account has been blocked by your service provider. Contact your service provider for more information.

“You are not permitted to use this application. Contact your service provider to enable this service” – This error indicates that you are not subscribed to a service package that offers myDatavo Mobile. If you want to use myDatavo Mobile, touch the Upgrade button on the error dialog box to find out more about how to upgrade online.

“No network connection is currently available” – This error indicates that the network is disconnected. Check your network connection.

”The server is busy” or “Server Error” – These errors indicate that the server has hit an internal error. Try logging in again. If the problem persists, contact your service provider.
Question: I can’t see any of my myDatavo Mobile contacts in my phone’s native contact list. Is there a way of showing these? +
Answer:
You will only be able to see your myDatavo Mobile contacts in your phone’s contact list if your version of myDatavo Mobile includes myDatavo Mobile Contacts Integration support. For more information on myDatavo Mobile features and their availability, see Why can’t I see all of myDatavo Mobile's advertised features?

If your version of myDatavo Mobile does support myDatavo Mobile Contacts Integration, your phone may not be displaying your myDatavo Mobile contacts in its own contacts application because your phone is configured to hide them. To check this, do the following (note that these instructions are only a guide - the exact steps will vary depending on phone model).

1. Open your phone’s contacts application and then press your phone’s menu button.
2. From the menu that appears, touch Display options.
3. On the next screen, look for your myDatavo Mobile account number under the heading Choose contacts to display and touch it.
4. Ensure that the checkbox next to Contacts is ticked.

You should now be able to view your myDatavo Mobile contacts in your phone’s native contact application.
Question: I can’t see the myDatavo Assistant toolbar on the taskbar. How can I open it? +
Answer:
If the myDatavo Assistant toolbar does not appear automatically after installing myDatavo Assistant, you can open it using your Windows Taskbar.


1.Right click on your Windows Taskbar.

2.Select Toolbars.

3.Select myDatavo Assistant.


The myDatavo Assistant toolbar should now appear on the Windows Taskbar.
Question: I don’t want to receive transcriptions of my voicemails. How can I stop myDatavo Mobile from generating them? +
Answer:
If your version of myDatavo Mobile includes the Messages tab and supports Speech to Text, you will see an option called Transcriptions in the Messages section of the Settings tab. To turn off message transcriptions, simply touch this option so that the checkbox is no longer ticked.
Question: I have seen features advertised for myDatavo for Android that are not available in my version of the app. Why is this? +
Answer:
myDatavo Mobile for Android may include several different features. They are as follows.

• Voicemail – Lets you listen to, and manage, your voicemails
• Click-To-Dial – Allows you to set up a call from a phone of your choice using your mobile.
• Easy Call Manager – Gives you access to your ECM settings, letting you easily forward your landline calls to your voicemail or another number.
• myDatavo Mobile Contacts Integration – Enables you to both view and edit your myDatavo Mobile contacts and to make use of contacts already on your phone.
• Call Jump - Allows you to 'push' and 'pull' your calls between different devices.
• Video Calls - Provides you with the option to make video calls.

myDatavo Mobile can come equipped with several different combinations of these features. The feature set that is available in your version of the app will depend on the package that you have with your Service Provider, and will affect which menu tabs you can see in the app. If all features are enabled, you will see five menu tabs. If you wish to change your myDatavo Mobile feature set, contact your Service Provider to discuss the availability of other options.
Question: I want to edit the list of phone numbers I can use for the Click-To-Dial feature. How do I do this? +
Answer:
You can add or remove numbers from your My phones list from the Settings tab.

From this menu, select My phones to see the list of numbers that you currently have configured.

To add a number, press your phone’s menu button and choose Add phone. You can then enter a new number for use with Click-To-Dial. You can also assign it an easily recognizable name.

To remove a number, touch and hold it while on the My phones screen and then choose Delete from the menu that appears. Note that you cannot delete the number that you use to log in to myDatavo Mobile from this list.

Note that you will only see the My phones option in the Settings tab if your version of myDatavo Mobile also has the Dialer tab. For more information on myDatavo Mobile features and their availability, see Why can’t I see all of myDatavo Mobile's advertised features?
Question: I want to launch myDatavo using myDatavo Assistant. How can I do this? +
Answer:
You can choose to open myDatavo at the Dashboard display or you can go directly to your messages. You must be logged into myDatavo Assistant.

To open myDatavo at the Dashboard display, you can either double-click the Notification Icon , or you can right-click the Notification Icon to bring up the Notification Icon menu and then select Open Dashboard.

To go straight to your myDatavo messages, right-click the Notification Icon and then select View Messages. The Notification Icon menu will let you know if you have any new messages before you open myDatavo.
Question: I want to make a call using the myDatavo Assistant toolbar. What do I need to do? +
Answer:
To make an outgoing call using the myDatavo Assistant toolbar, you must start by typing the name or number of the person you wish to call in the text entry box. The toolbar will automatically offer suggestions from your contact list as you type. If you are a member of a Business Group, these suggestions will include the names of any Business Group Line contacts.



If you want to enter a number, you can use either a telephone number (including the area code) or an extension number if you are a member of a Business Group. The number does not have to be in your contact list to make a call.

To start a call, you can either click on the name or number of a contact from the list of suggestions, or you can just press Return once you have entered a complete phone or extension number.

Once a call has been initiated, your own phone will ring. When you pick it up, a call will be placed to your chosen contact and you will hear a ringing tone as if you had dialed directly from your phone. If your phone supports auto-answer, you will not need to pick it up and your call will be started immediately.

A pop-up displaying the status of your call will appear for the first 15 seconds, which you can use to terminate the call. Once this has disappeared, you can end the call by simply hanging up the phone.
Question: I want to make a myDatavo call directly from a contacts page in Outlook, but it isn’t working. Why is this? +
Answer:
It may be that Outlook has not been configured correctly to allow you to make calls. You can check this by taking the following steps.


1.Open your desired Contact page in Outlook.

2.Click the Call button ( or depending on the version of Outlook you have installed).

3.In the dialog box that appears, select Dialing Options.

4.In the Dialing Options dialog box, make sure that the drop down menu marked Connect using line has Click-to-dial TAPI line selected.

5.Select Line Properties. This will open the myDatavo Assistant myDatavo window on the Call-to-dial settings tab.

6.Make sure that the settings on the Account tab match those that you want to make a call from.



You should now be able to make a call from Outlook. If this does not rectify the problem, try posting a question on the myDatavo Answers website.
Question: I want to remove my account from myDatavo Mobile. How do I do this? +
Answer:
To remove your account, just log out from one of the tabs.
Question: I want to view and change my phone contacts using myDatavo Mobile. How can I do this? +
Answer:
You can view any of your non-myDatavo Mobile contacts from the Contacts tab by simply touching them. This will take you to a screen displaying all of your stored details for this contact. Note that your version of myDatavo Mobile may not include the Contacts tab. For more information on myDatavo Mobile features and their availability, see Why can’t I see all of myDatavo Mobile's advertised features?

You cannot directly edit a non-myDatavo Mobile contact in myDatavo Mobile, but you can easily navigate to your phone’s own contacts app. To do this, press your phone’s menu button when viewing an individual non-myDatavo Mobile contact in myDatavo Mobile, and touch More Details. This will take you to the relevant page in your phone’s contacts app where you can edit your chosen contact. You can also use the More Details option on myDatavo Mobile contacts.
Question: I've tried pressing the video button but nothing happens. Why is this? +
Answer:
If your phone is not capable of making video calls, then the video button is disabled so pressing it will do nothing. If your phone has a forward facing camera and is therefore capable of making video calls, then it is probably because the person you are calling is not able to receive video calls.

Note that your version of myDatavo may not include Video Calls. For more information on myDatavo features and their availability, see Why can’t I see all of myDatavo's advertised features?
Question: I’m not getting myDatavo Assistant popups for incoming calls, new voicemails or new voicemail transcripts. Why is this? +
Answer:
myDatavo Assistant’s popups are only available to users who have subscribed to certain myDatavo services. A popup can only be generated when your phone rings if your service allows you to use Incoming Call Popups. Similarly, your service must include voicemail to get new voicemail popups or voicemail transcription to get new voicemail transcription popups.

If your service includes the feature you want to receive popups for but they are still not being generated, it may be that myDatavo Assistant has not been set to generate popups for these events. To check, right-click the Notification Icon , select Settings, and then look at which boxes have been ticked in the Options section of the General tab. If any of the boxes relating to popups that you want myDatavo Assistant to generate are not ticked, simply tick them and then click OK.
Question: I’m not receiving notifications for the messages that I want to. How can I change when I receive notifications and is there a way of changing how I receive them? +
Answer:
You can choose when you receive notifications by navigating to the Settings and touching Notify me when in the Messages section.

From the menu that appears, you can choose to enable notifications for the receipt of a message, a transcription, or both. You can also choose to turn off notifications altogether.

You can also change how you receive notifications using the Vibrate and Select ringtone options.

If you want your phone to sound when it gives you a notification, touch Select ringtone and choose a ringtone from the list. If you don’t want it to sound, choose Silent from the list of ringtones.

To set whether your phone vibrates or not for a notification, touch Vibrate until the checkbox is ticked or not ticked appropriately.

Note that you will not receive notifications if you have turned Sync Voicemail off in the phone's native Accounts and Sync page.

Note that you will only be able to manage your notifications using the Settings tab if your version of myDatavo Mobile also has the Messages tab. For more information on myDatavo Mobile features and their availability, see Why can’t I see all of myDatavo Mobile's advertised features?
Question: I’m not receiving notifications of new voicemail from myDatavo Mobile for Android. Why is this? +
Answer:
You will only be able to receive notifications if your version of myDatavo Mobile includes the Messages tab. For more information on myDatavo Mobile features and their availability, see Why can’t I see all of myDatavo Mobile's advertised features?

The Sync Voicemail setting may be disabled, which will save data usage but prevent you from receiving notifications of new voicemail without manually refreshing your voicemail inbox within myDatavo Mobile for Android. For more information on this setting, see How do I stop the application using my data?

If your Android phone has no internet connection, either because no signal is available or because you have manually disabled mobile or wireless connections, this will also prevent you from receiving new voicemail notifications.

If you have an application designed to reduce battery usage (e.g. Juice Defender) open on your phone, it may have.
Question: I’ve changed my service provider to another one that also offers myDatavo Mobile. However, I can’t login to the app installed on my phone with my new login details. Why is this? +
Answer:
When you first set up myDatavo Mobile on your Android phone, you associated it with your old service provider. This means that your application is now set to only accept login details for accounts registered with your old service provider. To use your login details from your new service provider, you must first make your application 'forget' about its association with your old service provider. You can do this by resetting or reinstalling the app.

You can check whether or not you need to reset or reinstall the application by opening your phone’s Settings application. From the menu that appears, choose Applications and then Manage applications.

Find myDatavo Mobile on the list that appears and select it. The next screen you see will give information about myDatavo Mobile.

• If you see a button marked Clear data on this screen, you can touch this to reset the application. You can then open myDatavo Mobile and associate it with your new service provider.

• If this button is not present, you should touch the button marked Uninstall. You can then reinstall the application in the same way that you installed it the first time, associating it with your new service provider.
Question: I’ve changed service provider, why can’t I login with my new account? +
Answer:
When you first set up myDatavo Mobile on your Android phone, you associated it with your old service provider. This means that your application is now set to only accept login details for accounts registered with your old service provider. To use your login details from your new service provider, you must first make your application 'forget' about its association with your old service provider. You can do this by resetting or reinstalling the app.

You can check whether or not you need to reset or reinstall the application by opening your phone’s Settings application. From the menu that appears, choose Applications and then Manage applications.

Find myDatavo Mobile on the list that appears and select it. The next screen you see will give information about myDatavo Mobile.

• If you see a button marked Clear data on this screen, you can touch this to reset the application. You can then open myDatavo Mobile and associate it with your new service provider.

• If this button is not present, you should touch the button marked Uninstall. You can then reinstall the application in the same way that you installed it the first time, associating it with your new service provider.
Question: I’ve deleted the data for myDatavo through my Android phone’s settings menu, but I can still see the contacts in my contacts list and the associated accounts in Android's Accounts & Sync menu. Why is this? +
Answer:
This problem is caused by an underlying problem in the Android operating system. Once this problem has been fixed, clearing App data will work as you’d expect.

You can still remove contacts from previous accounts by deleting these accounts in the Accounts & Sync settings menu on your Android phone.

To do this, take the following steps.

• Open your phone's Settings application.
• Select Accounts & Sync.
• Press the account that you want to remove.
• On the screen that appears, press Remove account.
• Repeat the last two steps for any other accounts you want to remove.
Question: I’ve opened myDatavo Assistant, but I don’t know how to access it. Where is it located on my desktop? +
Answer:
myDatavo Assistant appears on your desktop in two parts – the Notification Icon
and the myDatavo Assistant toolbar.



The Notification Icon is situated in the notification area of the Windows Taskbar. If the Notification Icon does not appear when you open myDatavo Assistant, click on the small white arrow in the notification area, select Customize, and then make sure that the behavior of the Notification Icon is set to Show icon and notifications. For more on the Notification Icon and how to use it, see What is the icon in the notification area?

The myDatavo Assistant toolbar is also on the Windows Taskbar, situated to the left of the notification area. If you do not see the toolbar, you may need to open it. For instructions on how to do this, see How do I open the myDatavo Assistant toolbar? You can use the myDatavo Assistant toolbar to find and call contacts and to change your Call Manager settings. See How do I make a call from the myDatavo Assistant toolbar? and How do I change my Call Manager settings? for more details.
Question: I’ve tried to log in to myDatavo but it isn’t working and I keep getting an error message. What does this error message mean? +
Answer:
Below is a list of possible error messages that may be generated if your login fails and their meanings.

“You have entered the wrong phone number or PIN/password. Your account will be locked if you repeatedly enter the wrong PIN/password.” – This error indicates that you have entered the wrong login details. If you have forgotten your login details, touch the Forgotten details? link to retrieve them.

“Account locked out. Contact customer services to re-enable access” – This error indicates that your account has been locked by your service provider. Contact your service provider for more information.

“Your account has been blocked. Contact customer services” – This error indicates that your account has been blocked by your service provider. Contact your service provider for more information.

“You are not permitted to use this application. Contact your service provider to enable this service” – This error indicates that you are not subscribed to a service package that offers myDatavo Mobile. If you want to use myDatavo Mobile, touch the Upgrade button on the error dialog box to find out more about how to upgrade online.

“No network connection is currently available” – This error indicates that the network is disconnected. Check your network connection.

”The server is busy” or “Server Error” – These errors indicate that the server has hit an internal error. Try logging in again. If the problem persists, contact your service provider.
Question: I’ve tried to login to myDatavo Assistant but it isn’t working and I keep getting a error message. What does this error message mean? +
Answer:
Below is a list of possible error messages that may be generated if your login fails and their meanings.

“Login failed: account locked out” – This error indicates that your account has been locked by your service provider. Contact your service provider for more information.

“Login failed: incompatible client" – This error indicates that the client is incompatible with the server. Contact your service provider for more information.

“Login failed: incorrect user name or password” – This error indicates that the login details you have entered are incorrect.


•If you see this error during the initial setup, check that you have entered your details directly and selected the right service provider from the dropdown menu in the Initial Setup dialog box. If you have forgotten your details, try clicking on Forgotten your details?.

•If you see this error at any point after the initial setup, Right-click the Notification Icon , select Settings, and check that the details you have entered into the Number and Password fields in the Login section of the General tab are correct.



“Login failed: no network” – This error indicates that the network is disconnected. Check your network connection.

“Login failed: server returned an error” – This error indicates that the server has hit an internal error. Try logging in again. If the problem persists, contact your service provider.

“Login failed: server unreachable” – This error indicates that the target server cannot be reached even though the network is connected. You can check your service provider’s service status by right-clicking on the Notification Icon , selecting Help and then clicking on the link under Check the service status page. If the problem persists, contact your service provider.

“Login failed: service unavailable” – This error indicates that the request has been rejected as the server is busy. Try logging in again after a few minutes. If the problem persists, contact your service provider.

You may also receive an error informing you that you need to sign up to a particular service package with your service provider to use this application. If you believe that you should be receiving this service, check that you have entered your login details correctly and, if this does not resolve the problem, contact your service provider.
Question: I’ve tried to select my service provider from the drop down menu in the Initial Setup dialog box, but they aren’t listed. Why isn’t my service provider on the list? +
Answer:
Your service provider may not offer this application. Contact their customer support for more information.
Question: I’ve tried to select my service provider from the drop down menu in the Initial Setup dialog box, but they aren’t listed. Why isn’t my service provider on the list? +
Answer:
Your service provider may not offer this application. Contact their customer support for more information.
Question: Is there a way to forward incoming calls to my voicemail or another number using myDatavo Assistant without changing my Call Manager settings? +
Answer:
myDatavo Assistant allows you to enter up to five numbers which you can forward any incoming calls to with a single click. You can also send incoming calls to voicemail if you have the Voicemail service.

To use these features, you must first enable on-screen pop-ups for incoming calls. These pop-ups display the caller’s details, and give you the option to either forward the call to another number or send it to voicemail.



You can enable incoming call popups by right-clicking on the Notification Icon , selecting Settings, and then checking the box in the General tab marked Display a popup when your phone rings.

You can then choose to configure up to five numbers that you can forward a call to through your popups. To do this, carry out the following steps.


1.Right-click on the Notification Icon .

2.Select Settings.

3.In the General tab, click on the Forwarding Numbers button.

4.Enter up to five telephone numbers in any form that would be valid to dial from the telephone, including national numbers, local numbers or extension codes. You can include * and # to allow you to use Business Group short and intercom numbers.

5.If you want, you can then give each of these numbers a name up to 32 characters long.

6.Once you are happy with the numbers you have entered, click OK.



Now when you receive a call, you will be able to click on Send to voicemail in the popup to send the call to voicemail, or click on any of your chosen numbers to forward the call to it.
Question: Some of my myDatavo Mobile contacts have multiple numbers. How do I change the default number that my Android phone uses for these contacts? +
Answer:
To change the default number for a myDatavo Mobile contact, find your chosen contact on the Contacts tab and press their name. On the screen that appears, press and hold your chosen number and then select the Make default option from the resulting menu.
Question: Something has gone wrong with my application. How do I go about sending an error report? +
Answer:
If something goes wrong with your application, you can send an error report by navigating to the Settings Tab, pressing About, and then selecting the Send Report option from the menu.

Sending an error report will bring problems to our attention and allow us to diagnose them. This will help us to improve myDatavo Mobile and bring you better service in the future.
Question: There is a setting called Call me on on the Settings tab. What is it for? +
Answer:
The Click-To-Dial feature of myDatavo Mobile allows you to initiate calls from any number, to any number, using your Android phone. To do this, myDatavo Mobile needs a number that it can call you on, before connecting you to your desired contact.

The Call me on setting allows you to specify the default number that myDatavo Mobile will use for Click-To-Dial calls. You can choose to make any number on your My phones list your default by touching Call me on and then choosing it from the list that appears.

Alternatively, you can set myDatavo Mobile to ask you which number you want to be called on every time you initiate a Click-To-Dial call. To do this, touch Call me on and select Always ask.

Note that you will only see the Call me on option in the Settings tab if your version of myDatavo Mobile also has the Dialer tab. For more information on myDatavo Mobile features and their availability, see Why can’t I see all of myDatavo Mobile's advertised features?
Question: Touching the My phones option on the Settings tab brings up a list of phone numbers. What are these for? +
Answer:
The Click-To-Dial feature of myDatavo Mobile allows you to start calls from any phone, including landlines, using your Android phone. To do this, myDatavo Mobile needs a number that it can call you on, before connecting you to your desired contact. This number will come from those on your My phones list.

You can choose to either assign one of the numbers on the ‘My phones’ list as your default number and have myDatavo Mobile use it automatically, or you can set myDatavo Mobile to prompt you to choose from your list each time you make a call. For more information on how to configure this, see What is the Call me on setting for?

You can also add and remove phone numbers from your My phones list. For more information on how to do this, see How do I add or remove one of My phones?

Note that you will only see the My phones option in the Settings tab if your version of myDatavo Mobile also has the Dialer tab. For more information on myDatavo Mobile features and their availability, see Why can’t I see all of myDatavo Mobile's advertised features?
Question: What are My phones? +
Answer:
The Click-To-Dial feature of myDatavo Mobile allows you to start calls from any phone, including landlines, using your Android phone. To do this, myDatavo Mobile needs a number that it can call you on, before connecting you to your desired contact. This number will come from those on your My phones list.

You can choose to either assign one of the numbers on the ‘My phones’ list as your default number and have myDatavo Mobile use it automatically, or you can set myDatavo Mobile to prompt you to choose from your list each time you make a call. For more information on how to configure this, see What is the Call me on setting for?

You can also add and remove phone numbers from your My phones list. For more information on how to do this, see How do I add or remove one of My phones?

Note that you will only see the My phones option in the Settings tab if your version of myDatavo Mobile also has the Dialer tab. For more information on myDatavo Mobile features and their availability, see Why can’t I see all of myDatavo Mobile's advertised features?
Question: What can I use the Dialer tab in myDatavo Mobile for Android for? +
Answer:
The Dialer tab in myDatavo Mobile for Android lets you make VoIP calls, native calls or Click-To-Dial calls depending on what the 'make calls with' setting is. See How can I make calls using this app?
Question: What does it mean when the dialer tab says "call available to pull"? +
Answer:
This means that another one of your phones is in a call. You can use this button to pull the call onto the app without the person on the other end of the call noticing.

Note that your version of myDatavo may not include Call Jump. For more information on myDatavo features and their availability, see Why can’t I see all of myDatavo's advertised features?
Question: What does it mean when the dialer tab says call available to pull? +
Answer:
This means that another one of your phones is in a call. You can use this button to pull the call onto the app without the person on the other end of the call noticing.

Note that your version of myDatavo may not include Call Jump. For more information on myDatavo features and their availability, see Why can’t I see all of myDatavo's advertised features?
Question: What does the Dialer do? +
Answer:
The Dialer tab in myDatavo Mobile for Android lets you make VoIP calls, native calls or Click-To-Dial calls depending on what the 'make calls with' setting is. See How can I make calls using this app?
Question: What does the store option in the messages section of the Settings tab do? +
Answer:
The store option allows you to specify the number of voicemail messages that myDatavo Mobile will store locally on your phone. Touching this option brings up a context menu from which you can select the total number of messages to pre-load on your phone.

Note that you will only see the store option in the Settings tab if your version of myDatavo Mobile also has the Messages tab. For more information on myDatavo Mobile features and their availability, see Why can’t I see all of myDatavo Mobile's advertised features?
Question: What does the switch button do? +
Answer:
The switch button rings all of your other devices, allowing you to move the call from one phone to another, without the person on the other end of the call noticing.

Note that your version of myDatavo may not include Call Jump. For more information on myDatavo features and their availability, see Why can’t I see all of myDatavo's advertised features?
Question: What does the switch button do? +
Answer:
The switch button rings all of your other devices, allowing you to move the call from one phone to another, without the person on the other end of the call noticing.

Note that your version of myDatavo may not include Call Jump. For more information on myDatavo features and their availability, see Why can’t I see all of myDatavo's advertised features?
Question: What is a merged contact? +
Answer:
Your Android phone’s native contacts application may allow you to merge contacts with matching contact details. Your phone may also do this automatically. The result will be a merged contact, which may include any combination of native phone contact details, myDatavo Mobile contact details, or other details. If the merged contact contains some myDatavo Mobile details, you will be able to change these using myDatavo Mobile for Android. Any other details must be changed using your phone’s contacts application or other apps. The icon indicates that a contact is a merged contact.
Question: What is the Call me on setting for? +
Answer:
The Click-To-Dial feature of myDatavo Mobile allows you to initiate calls from any number, to any number, using your Android phone. To do this, myDatavo Mobile needs a number that it can call you on, before connecting you to your desired contact.

The Call me on setting allows you to specify the default number that myDatavo Mobile will use for Click-To-Dial calls. You can choose to make any number on your My phones list your default by touching Call me on and then choosing it from the list that appears.

Alternatively, you can set myDatavo Mobile to ask you which number you want to be called on every time you initiate a Click-To-Dial call. To do this, touch Call me on and select Always ask.

Note that you will only see the Call me on option in the Settings tab if your version of myDatavo Mobile also has the Dialer tab. For more information on myDatavo Mobile features and their availability, see Why can’t I see all of myDatavo Mobile's advertised features?
Question: What is the icon in the notification area? +
Answer:
This icon is the Notification Icon and it appears in the notification area of your taskbar whenever myDatavo Assistant is open.



The Notification Icon informs you about changes to your connection status by altering its appearance. It can also let you know about any unheard voicemails or unresolved conflicts between your myDatavo and Microsoft Outlook contact lists. For more information on this, see Why does the icon in the notification area change appearance?.

You can also use it to access the Notification Icon menu, which gives you access to most of myDatavo Assistant’s features. To open the Notification Icon menu, simply right-click on the Notification Icon.
Question: What is the Status page for? +
Answer:
The Status tab allows you to switch between your Easy Call Manager call handling profiles. These determine how any incoming calls will be dealt with by myDatavo Mobile.

You can choose from the following call handling profiles.

• Available
• Do Not Disturb – This profile will forward all calls to your voicemail.
• Forward All Calls - This profile will forward all incoming calls to the number of your choice. You can change this number using myDatavo Mobile. For more information on how to do this, see How do I change my status?

For more information on how to use the Status tab to switch between your profiles, see How do I change my status?

Note that your version of myDatavo Mobile may not include the Status tab. For more information on myDatavo Mobile features and their availability, see Why can’t I see all of myDatavo Mobile's advertised features?
Question: What is the Status tab in myDatavo Mobile for Android for? +
Answer:
The Status tab allows you to switch between your Easy Call Manager call handling profiles. These determine how any incoming calls will be dealt with by myDatavo Mobile.

You can choose from the following call handling profiles.

• Available
• Do Not Disturb – This profile will forward all calls to your voicemail.
• Forward All Calls - This profile will forward all incoming calls to the number of your choice. You can change this number using myDatavo Mobile. For more information on how to do this, see How do I change my status?

For more information on how to use the Status tab to switch between your profiles, see How do I change my status?

Note that your version of myDatavo Mobile may not include the Status tab. For more information on myDatavo Mobile features and their availability, see Why can’t I see all of myDatavo Mobile's advertised features?
Question: What is the store option? +
Answer:
The store option allows you to specify the number of voicemail messages that myDatavo Mobile will store locally on your phone. Touching this option brings up a context menu from which you can select the total number of messages to pre-load on your phone.

Note that you will only see the store option in the Settings tab if your version of myDatavo Mobile also has the Messages tab. For more information on myDatavo Mobile features and their availability, see Why can’t I see all of myDatavo Mobile's advertised features?
Question: What options does myDatavo for Android provide for making calls? +
Answer:
myDatavo allows you to make VoIP calls. These are calls that use your data (3g or Wi-Fi) rather than using your mobile minutes. myDatavo also offers the Click-To-Dial feature, which allows you to set up a call from a phone of your choice. Additionally, you can also make native phone calls directly from myDatavo.

You can change which you use to make calls (VoIP, CTD or native) from the settings page.

Depending on the features available in your version of myDatavo, you can make an myDatavo call to a contact in the Contacts tab, the source of a voicemail, a manually entered number, or from a call in the Call history tab.
Question: What options does myDatavo for Android provide for managing my contacts? +
Answer:
You will only be able to view your contacts if your version of myDatavo includes the Contacts tab. For more information on myDatavo features and their availability, see Why can’t I see all of myDatavo's advertised features?

If your version of myDatavo includes the Contacts tab and supports myDatavo Contacts Integration, myDatavo for Android allows you to add, delete and edit the details of your existing myDatavo contacts.

If your version of myDatavo does not support myDatavo Contacts Integration, then you will only be able to view your phone's native contacts. You cannot manage them directly from myDatavo. However, you can quickly skip to your phone's native contact application. For more information on how to do this, see How do I view or edit non-myDatavo contacts?
Question: What options does myDatavo for Android provide for managing my voicemail? +
Answer:
The Messages tab in myDatavo for Android allows you to listen to your myDatavo voicemails on your Android phone. It also allows you to delete voicemails, to mark them as read or unread, and to reply to or forward them using messaging applications installed on your phone. If your service includes speech-to-text transcription, you can also read the transcripts of your voicemails.

You can also store the sender of any voicemail as a contact.

You will only be able to manage your voicemail if you see the Messages tab in your version of the app. For more information on myDatavo features and their availability, see Why can’t I see all of myDatavo's advertised features?
Question: What options does myDatavo Mobile for Android provide for managing incoming calls to my myDatavo Mobile numbers? +
Answer:
The Status tab in myDatavo Mobile for Android allows you to view and change the current Easy Call Manager setting for your myDatavo Mobile numbers, which can be Available (accept calls as normal), Do Not Disturb (send all calls directly to voicemail), or Forward All Calls. You can also view and change the number that calls are forwarded to when you select the Forward All Calls setting. For more information on the Status tab, see What is the "Status" page for?

Note that your version of myDatavo Mobile may not include the Status tab. For more information on myDatavo Mobile features and their availability, see Why can’t I see all of myDatavo Mobile's advertised features?
Question: When I am in a call, the video button is greyed out. Why is this? +
Answer:
This means that your phone is not capable of making video calls. A front facing camera is required to use video during a call.

Note that your version of myDatavo may not include Video Calls. For more information on myDatavo features and their availability, see Why can’t I see all of myDatavo's advertised features?
Question: When I open myDatavo Assistant, an icon appears in the notification area. What does this icon mean? +
Answer:
This icon is the Notification Icon and it appears in the notification area of your taskbar whenever myDatavo Assistant is open.



The Notification Icon informs you about changes to your connection status by altering its appearance. It can also let you know about any unheard voicemails or unresolved conflicts between your myDatavo and Microsoft Outlook contact lists. For more information on this, see Why does the icon in the notification area change appearance?.

You can also use it to access the Notification Icon menu, which gives you access to most of myDatavo Assistant’s features. To open the Notification Icon menu, simply right-click on the Notification Icon.
Question: When I select certain contacts in the myDatavo Mobile for Android Contacts tab, an icon is displayed next to the contact name. What does this mean? +
Answer:
Your Android phone’s native contacts application may allow you to merge contacts with matching contact details. Your phone may also do this automatically. The result will be a merged contact, which may include any combination of native phone contact details, myDatavo Mobile contact details, or other details. If the merged contact contains some myDatavo Mobile details, you will be able to change these using myDatavo Mobile for Android. Any other details must be changed using your phone’s contacts application or other apps. The icon indicates that a contact is a merged contact.
Question: When myDatavo Assistant is open, the icon in the notification area regularly changes appearance. Why does it change appearance and what do each of the different appearances mean? +
Answer:
Your Notification Icon changes its appearance to inform you of changes to your connection status, as well as to let you know about any unheard voicemails or unresolved conflicts between your myDatavo and Microsoft Outlook contact lists.

All of the Notification Icon’s possible appearances and their meanings are given below.


• – Connected – Your Notification Icon will look like this when you are connected to your account.

• – Connecting – This indicates that myDatavo Assistant is connecting to the server.

• – Disconnected – Your Notification Icon will appear like this when you are disconnected, or if there has been an error in connecting to your account.

• – Voicemail – This lets you know that you have unheard voicemails.

• – Unresolved conflicts – An exclamation mark will appear if there are unresolved conflicts between your myDatavo and Microsoft Outlook contact lists.
Question: Where does myDatavo Assistant appear on my desktop? +
Answer:
myDatavo Assistant appears on your desktop in two parts – the Notification Icon
and the myDatavo Assistant toolbar.



The Notification Icon is situated in the notification area of the Windows Taskbar. If the Notification Icon does not appear when you open myDatavo Assistant, click on the small white arrow in the notification area, select Customize, and then make sure that the behavior of the Notification Icon is set to Show icon and notifications. For more on the Notification Icon and how to use it, see What is the icon in the notification area?

The myDatavo Assistant toolbar is also on the Windows Taskbar, situated to the left of the notification area. If you do not see the toolbar, you may need to open it. For instructions on how to do this, see How do I open the myDatavo Assistant toolbar? You can use the myDatavo Assistant toolbar to find and call contacts and to change your Call Manager settings. See How do I make a call from the myDatavo Assistant toolbar? and How do I change my Call Manager settings? for more details.
Question: Which contacts does the contacts page display? +
Answer:
The contacts that you can see on the Contacts tab will depend on whether or not your version of myDatavo Mobile supports myDatavo Mobile Contacts Integration.

If your version of myDatavo Mobile doesn’t support myDatavo Mobile Contacts Integration, you will only be able to see contacts that are stored on your phone.

If your version of myDatavo Mobile does support myDatavo Mobile Contacts Integration, you will see both your myDatavo Mobile contacts and those saved to your phone.

You can stop the app from displaying contacts with no phone numbers in the Settings page. By default, the app will not display contacts without phone numbers.

Note that your version of myDatavo Mobile may not include the Contacts tab. For more information on myDatavo Mobile features and their availability, see Why can’t I see all of myDatavo Mobile's advertised features?
Question: Which contacts will I be able to see in the Contacts tab? +
Answer:
The contacts that you can see on the Contacts tab will depend on whether or not your version of myDatavo Mobile supports myDatavo Mobile Contacts Integration.

If your version of myDatavo Mobile doesn’t support myDatavo Mobile Contacts Integration, you will only be able to see contacts that are stored on your phone.

If your version of myDatavo Mobile does support myDatavo Mobile Contacts Integration, you will see both your myDatavo Mobile contacts and those saved to your phone.

You can stop the app from displaying contacts with no phone numbers in the Settings page. By default, the app will not display contacts without phone numbers.

Note that your version of myDatavo Mobile may not include the Contacts tab. For more information on myDatavo Mobile features and their availability, see Why can’t I see all of myDatavo Mobile's advertised features?
Question: Why am I not getting new voicemail notifications? +
Answer:
You will only be able to receive notifications if your version of myDatavo Mobile includes the Messages tab. For more information on myDatavo Mobile features and their availability, see Why can’t I see all of myDatavo Mobile's advertised features?

The Sync Voicemail setting may be disabled, which will save data usage but prevent you from receiving notifications of new voicemail without manually refreshing your voicemail inbox within myDatavo Mobile for Android. For more information on this setting, see How do I stop the application using my data?

If your Android phone has no internet connection, either because no signal is available or because you have manually disabled mobile or wireless connections, this will also prevent you from receiving new voicemail notifications.

If you have an application designed to reduce battery usage (e.g. Juice Defender) open on your phone, it may have.
Question: Why can I only edit some contacts/some details of a contact in the app and not others? +
Answer:
You can only edit your myDatavo Mobile contacts within myDatavo Mobile, even if your version of the app supports myDatavo Mobile Contacts Integration. This means you cannot change your phone contacts directly from myDatavo Mobile. If the contact is a merged contact, you will only be able to edit the details which were originally part of a myDatavo Mobile contact. For more information on merged contacts, see What is a merged contact?

You can quickly move from the app to your phone’s native contacts application in order to edit non-myDatavo Mobile contacts and details of merged contacts which were not originally part of a myDatavo Mobile contact. For more information on this, see How do I view or edit non-myDatavo Mobile contacts?
Question: Why can’t I click to call from Microsoft Outlook? +
Answer:
It may be that Outlook has not been configured correctly to allow you to make calls. You can check this by taking the following steps.


1.Open your desired Contact page in Outlook.

2.Click the Call button ( or depending on the version of Outlook you have installed).

3.In the dialog box that appears, select Dialing Options.

4.In the Dialing Options dialog box, make sure that the drop down menu marked Connect using line has Click-to-dial TAPI line selected.

5.Select Line Properties. This will open the myDatavo Assistant myDatavo window on the Call-to-dial settings tab.

6.Make sure that the settings on the Account tab match those that you want to make a call from.



You should now be able to make a call from Outlook. If this does not rectify the problem, try posting a question on the myDatavo Answers website.
Question: Why can’t I make native calls from this application? +
Answer:
To make native calls from myDatavo Mobile, you need to turn native calls on. This will turn off CTD and VoIP calls.

If your version of myDatavo Mobile does not include the Dialer tab, all calls you make from myDatavo Mobile will be native calls. You can initiate these calls by selecting a contact from the Contacts tab or by calling the sender of a voicemail from the Messages tab.

If you do have the Dialer tab, you will not be able to make native calls from myDatavo Mobile unless you have Click-To-Dial switched off. To switch this off, navigate to the Settings Tab and then press Use Click-To-Dial until the checkbox on it is no longer highlighted.

Note that a native phone call made from the myDatavo Mobile application will display your Android phone's caller ID and will be billed as a normal phone call. Only a Click-To-Dial call made via your Android phone will use your myDatavo Mobile account and caller ID.
Question: Why can’t I see all of myDatavo's advertised features? +
Answer:
myDatavo Mobile for Android may include several different features. They are as follows.

• Voicemail – Lets you listen to, and manage, your voicemails
• Click-To-Dial – Allows you to set up a call from a phone of your choice using your mobile.
• Easy Call Manager – Gives you access to your ECM settings, letting you easily forward your landline calls to your voicemail or another number.
• myDatavo Mobile Contacts Integration – Enables you to both view and edit your myDatavo Mobile contacts and to make use of contacts already on your phone.
• Call Jump - Allows you to 'push' and 'pull' your calls between different devices.
• Video Calls - Provides you with the option to make video calls.

myDatavo Mobile can come equipped with several different combinations of these features. The feature set that is available in your version of the app will depend on the package that you have with your Service Provider, and will affect which menu tabs you can see in the app. If all features are enabled, you will see five menu tabs. If you wish to change your myDatavo Mobile feature set, contact your Service Provider to discuss the availability of other options.
Question: Why do I have a greyed out video button during a call? +
Answer:
This means that your phone is not capable of making video calls. A front facing camera is required to use video during a call.

Note that your version of myDatavo may not include Video Calls. For more information on myDatavo features and their availability, see Why can’t I see all of myDatavo's advertised features?
Question: Why does pressing the video button do nothing? +
Answer:
If your phone is not capable of making video calls, then the video button is disabled so pressing it will do nothing. If your phone has a forward facing camera and is therefore capable of making video calls, then it is probably because the person you are calling is not able to receive video calls.

Note that your version of myDatavo may not include Video Calls. For more information on myDatavo features and their availability, see Why can’t I see all of myDatavo's advertised features?
Question: Why does the icon in the notification area change appearance? +
Answer:
Your Notification Icon changes its appearance to inform you of changes to your connection status, as well as to let you know about any unheard voicemails or unresolved conflicts between your myDatavo and Microsoft Outlook contact lists.

All of the Notification Icon’s possible appearances and their meanings are given below.


• – Connected – Your Notification Icon will look like this when you are connected to your account.

• – Connecting – This indicates that myDatavo Assistant is connecting to the server.

• – Disconnected – Your Notification Icon will appear like this when you are disconnected, or if there has been an error in connecting to your account.

• – Voicemail – This lets you know that you have unheard voicemails.

• – Unresolved conflicts – An exclamation mark will appear if there are unresolved conflicts between your myDatavo and Microsoft Outlook contact lists.
Question: Why doesn't my myDatavo accounts and contacts disappear when I clear the App data? +
Answer:
This problem is caused by an underlying problem in the Android operating system. Once this problem has been fixed, clearing App data will work as you’d expect.

You can still remove contacts from previous accounts by deleting these accounts in the Accounts & Sync settings menu on your Android phone.

To do this, take the following steps.

• Open your phone's Settings application.
• Select Accounts & Sync.
• Press the account that you want to remove.
• On the screen that appears, press Remove account.
• Repeat the last two steps for any other accounts you want to remove.
Question: Why don’t I get popups? +
Answer:
myDatavo Assistant’s popups are only available to users who have subscribed to certain myDatavo services. A popup can only be generated when your phone rings if your service allows you to use Incoming Call Popups. Similarly, your service must include voicemail to get new voicemail popups or voicemail transcription to get new voicemail transcription popups.

If your service includes the feature you want to receive popups for but they are still not being generated, it may be that myDatavo Assistant has not been set to generate popups for these events. To check, right-click the Notification Icon , select Settings, and then look at which boxes have been ticked in the Options section of the General tab. If any of the boxes relating to popups that you want myDatavo Assistant to generate are not ticked, simply tick them and then click OK.
Question: Why don’t I see my myDatavo Mobile contacts in the native contact application? +
Answer:
You will only be able to see your myDatavo Mobile contacts in your phone’s contact list if your version of myDatavo Mobile includes myDatavo Mobile Contacts Integration support. For more information on myDatavo Mobile features and their availability, see Why can’t I see all of myDatavo Mobile's advertised features?

If your version of myDatavo Mobile does support myDatavo Mobile Contacts Integration, your phone may not be displaying your myDatavo Mobile contacts in its own contacts application because your phone is configured to hide them. To check this, do the following (note that these instructions are only a guide - the exact steps will vary depending on phone model).

1. Open your phone’s contacts application and then press your phone’s menu button.
2. From the menu that appears, touch Display options.
3. On the next screen, look for your myDatavo Mobile account number under the heading Choose contacts to display and touch it.
4. Ensure that the checkbox next to Contacts is ticked.

You should now be able to view your myDatavo Mobile contacts in your phone’s native contact application.
Question: Why isn’t my service provider on the list? +
Answer:
Your service provider may not offer this application. Contact their customer support for more information.
Question: Why isn’t my service provider on the list? +
Answer:
Your service provider may not offer this application. Contact their customer support for more information.