dbfb > News and resources > Gamma Horizon Upgrade FAQ’s Copy

Gamma Horizon Upgrade FAQ’s Copy

We understand you might have questions about the changes and how to upgrade your app. So we’ve compiled a list of our most frequently asked questions to help you get started.

If you can’t find the question you were looking for, don’t worry – simply contact the Delight Team at delight@dbfb.co.uk. 

 

  • Why is the upgrade happening?

    The existing Horizon softphone dialler and Collaborate soft-clients are dated and need refreshing. The new client delivers a significantly improved customer experience, with the development driven by analytics, research and user feedback.


    With complete control of the interface and underlying technology platform, Gamma has the autonomy to undertake a programme of continuous improvement based on your requirements to keep the app modern and up to date.

  • What users does the upgrade apply to?

    The upgrade applies to all Horizon users using the following products:

    • Horizon Call Centre
    • Horizon Collaborate
    • Horizon Desktop Softphone (Computer)
    • Horizon Integrator
    • Horizon Smartphone App (Mobile)
    • Horizon Receptionist
  • What do I have to do?

    You need to download the new version of your apps – including desktop and mobile if you have them both. You'll be instructed by dbfb on the process of doing this, to ensure the upgrade runs smoothly for your business.

  • When do I need to upgrade by?

    You’ll need to have downloaded the new version of the app by the 31st July 2022.

  • What happens if I don’t do it by the 31st July?

    If you don’t upgrade the app, you may come across issues within the old application as it will no longer be supported.

  • How do I download the new version on desktop?

    When you log into your existing Horizon desktop application, a footer will appear indicating that there is a new version available to download and will remain at the foot of each menu screen.

    When you click on 'here' you will automatically be taken to the Horizon Softphone and Collaborate App download page where you can select and download the appropriate version of the new release.

    Download available here

     

  • How do I download the new version on mobile?

    When you log into your existing Horizon mobile application, a message will appear indicating that there is a new version available to download.

    When you click on 'New Version' you will automatically be taken to the Horizon Softphone and Collaborate App download page where you can select and download the appropriate version of the new release.

    The new release is available to download by searching 'Horizon' in the Google Play Store or Apple App Store.

    Download available here
  • I have the integrator app, do I need to do anything differently?

    If you have the integrator (click to dial) app you will be able to continue using this as normal. However, if you need to reset your password, you will need to ensure you remove your user details from the integrator app before changing your password.

    View more information on the upgrade for the integrator app. 

  • What if I have forgotten my password?

    If you have forgotten your password, please email delight@dbfb.co.uk, contact us through Live Chat on www.dbfb.co.uk or call us on 01604 673320 to get your password reset.

  • What happens to my contacts in my contact list when I upgrade?

    Unfortunately, if you have added contacts to your directory on the app these will not be carried over. You will need to take note of the personal contacts and add them again manually in the new Application.


    This will not affect any contacts that have been added into the corporate directory.

  • Does the old version work with the new version?

    No, not all features are supported between old and new Softphone dialler and Collaborate apps.

  • Can the Collaborate users in my business move gradually, or should we all move together?

    To avoid any inconvenience, we encourage you to:

    • Please make sure you upgrade both mobile and desktop apps at the same time
    • Please make sure that everyone in your business upgrades their apps on the same day or as soon as possible
  • Will I need to do any more updates soon?

    You will only need to update your apps manually on this occasion. The new apps contain an auto update function so that we can ensure you always have access to the latest features and updates.

  • Where can I find some help and support for this process?

    The new apps come with an in-application Knowledge base (within the help section) that holds training videos, instructions, and frequently asked questions.

  • Do I have to accept the refresh?

    Yes. The current apps are going to end of life, and to get the new user experience you must install the new app.

  • Is there a price difference?

    There will be no increase in costs for the upgrade.

  • What if there are bugs in the upgrade?

    The new apps have an auto update feature that enables us to push any bug fixes and feature updates automatically to minimise any inconvenience to you.

    Please report any issues to delight@dbfb.co.uk.

  • How do I share feedback to help enhance the Horizon product?

    Gamma has adopted an agile product development approach meaning the Product Roadmap is iterated continuously based on customer feedback and market activity. Please speak to the Delight Team at delight@dbfb.co.uk about any feedback – whether it’s positive, negative or to submit feature requests.