Troubleshooting and Best Practices

Getting the Most out of Team on the Run
• Encourage your team members to download the app and start using Team on the Run immediately! This will help you get comfortable with the solution – and get any questions about the service out of the way quickly.
• If using WebChat: save the URL to your “Favorites” for convenient reference.
• If using WebChat on your private work computer: consider using the browser option to save your login information, and pinning TOTR to your browser.
• Make sure to log out of Team on the Run WebChat when using a public or shared terminal!
• Note that Team in the Run cannot access your personal phone data – and vice versa. Consider asking any external partners to sign up their own company for Team on the Run.
• WebChat can be accessed from the TOTR homepage, or directly via

If you have any issues with Team on the Run, contact your company admin, or check out the “Help” section via WebChat or the App. You can also reach our support team at

Follow us on LinkedIn, Twitter, Facebook, or here on our Blog to stay on top of improvements and new insights to the Team on the Run solution!
Twitter: @TeamOnTheRun

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Using the Team on the Run App

Welcome back to our Team on the Run User Guide! This section will give you a guided tour of the Team on the Run app, and show you how to get started.
A-012016-App_HomeNewHome Screen on the App

Phone Icon, top right: Voice Services menu – Access VOIP Calling, Walkie-Talkie, and traditional calling services (if enabled. Note that all recipients must be Team on the Run users to receive VoIP or PTT services.

Message Bubble Icon, top right: Messaging menu – Create new messages and group chats directly.



Contacts Tab (bottom): Review your individual contacts, as well as groups and departments.

Recent Chats Tab (bottom): Shows a recap of your recent conversations.

Channels Tab (bottom): Access your pre-determined PTT/Walkie-Talkie channels.

Settings Tab (bottom): Options for alerts, account settings, and help.

Your Team on the Run App Interface in Detail

There are tabs in the app that offer you different options on how to use the solution. Note that Tabs will appear on the top of the screen on Android devices, and bottom of the screen on iPhones.

The Contacts Tab
A list of all your available Contacts or Groups in Team on the Run
You can filter these by Group versus individual Contacts, or by search
Use the “Select” button at the top to add multiple recipients (you can mix Groups and individuals) to a new Group Conversation
Note: Only System Admins or Sub-Admins can add/edit/delete contacts to Team on the Run.

The Recent Chats Tab
See a listing of all current conversations that you are involved in
Use the “Phone” icon to bring up VoIP, mobile calling, or Walkie-Talkie options (if available)
Create new conversations with the “Talk Bubble”
The “Edit” option allows you to select and delete old conversations
If you use Team on the Run on both a mobile device and WebChat, your conversations will automatically sync in real time so that when you visit your Recent Chat Tab, it will always contain the most updated information exchange.

The Channels Tab
Included automatically for those who use the Team on the Run Walkie-Talkie service
Allows secure push-to-talk conversations with multiple participants on the same “channel”.
These “open channel” conversations cannot be eavesdropped upon by people other than the conversation participants.

The Settings Tab
My Account
• Review your account credentials

• Option to set availability status (only shown if Geolocation service is enabled)

• Set preference for Walkie-Talkie connections (only shown if Walkie-Talkie is enabled)
• Option to turn Geolocation service On or Off (only shown is Geolocation is enabled)

• Option to automatically retrieve attachments to smartphone
• Option to enable to download attachments only when connected on Wi-Fi
• Enable Team on the Run users to send you messages via SMS when in poor network conditions

• Dashboard info: brief reporting on your usage of Team on the Run enterprise messaging
• Reset statistics: resets your dashboard reporting
• Storage size: total volume of TOTR cloud storage space for attachments. Ask your admin for further details on usage limits.
• Option to automatically save attachments to your smartphone (images and video only)
• Option to automatically delete messages

Notifications and Alerts
• Privacy and alert settings for incoming messages

About Team on the Run
• Help desk


Looking Up Team Member Contact Information

Team on the Run contains updated information for all of your team members including:
– Full name
– Phone number
– E-mail
– Department/Position
– Groups/Departments this person belongs to
– Profile Picture

You can locate this information and place secure calls or send secure messages to these contacts directly through the app in the Contacts Tab:
1) Contacts tab > Individuals > Search contact by inserting contact name, group or department
2) Select desired contact from filtered search list, this will open a conversation box with this contact in the recipient line on top of the screen
3) Click the contact’s name to pull up option and select “Contact” to display this person’s contact information.

A-102015-NewConvoA-102015-UserProfile A-102015-CallingMenu








Note: It is the Systems Admin’s responsibility to keep information accurate. Please contact your Admin if you wish to update your information.

Instant Messaging Through Team on the Run

You can create a new conversation directly from the Recent Chats tab by pressing the talk bubble icon (blue icon with the plus sign.) Alternatively, you can select conversation recipients from the Contacts Tab.
Once you have selected your recipient(s), you will be offered a chance to name the conversation with a subject line. Think of this in the same way as the subject line for an email – a way to help people organize their business communications.












Broadcast Messages

If it is more convenient to send a one way message or notification to a team or group of people, you can send a Broadcast message instead of a group message. The process is the same:
• Recent Chats Tab > Plus icon top right corner
• Create message screen> Plus icon top right corner -> Select recipients
• By default you are in Group Conversation mode but if you swipe the blue button next to the Subject Box, you can switch to Broadcast mode
Note: In broadcast Mode the message recipients will not be able to reply in the same thread. This is useful when you send a notification to a large group of people and you want to avoid spamming all recipients with people’s replies.

A-102015-GroupConvo-BroadcaseMode A-102015-GroupConvo-ConvoMode








Attachments and Other Content

Unlike many other business communication solutions, Team on the Run allows you to share a variety of content securely. Team on the Run also gives you the flexibility to use third-party cloud storage solutions including DropBox, Google Drive, and ECM Alfresco.



1. Pictures – Take directly from phone hard drive, or snap a new picture via camera.
2. Music – Send sound files or recordings directly from the phone hard drive.
3. Video – Send video via camera or smart phone hard drive.
4. Location – Share your current location, or an address of your choice instantly.
5. Calendar – Options for sharing calendar events.
6. Contact – Share contacts in the TOTR solution (it won’t share your private phone contacts!)
7. ZIP – To be added later
8. Attachments – send files instantly!




Thank you for checking out our User Guide. To return to the User Guide index, use the following link:

Getting Started with Team on the Run

Getting Started with the Team on the Run App
The first step towards using the Team on the Run solution for business communications is downloading the app on your iPhone or Android smartphone. (If you are a WebChat only user see the next section)
By now you should have received an invitation from Team on the Run inviting you to download the app from the app store. Please follow the secure link, and download the free Team on the Run app!



Please Note:

If you have not received an invitation to TOTR, then please check with a TOTR Admin at your organization to make sure that they have your correct mobile number and email.



Once you have noted your Company ID number and have followed the secure link to find Team on the Run on the App Store:
• Download the free app
• Open your new Team on the Run App
• Use the Phone Number and Company ID provided to securely log into Team On The Run









You’ll notice that the app will take a moment to automatically sync your Team on the Run account. From this point forward: Team on the Run will automatically keep your account synced in real-time between WebChat (if enabled), and your app!

Setting Up Team on the Run WebChat
If instead you are using Team on the Run WebChat, then please use the following instructions:
Make note of the phone number your System Admin used for your account
Check your mobile and/or email address for the Activation Code (If you have not yet received one, then please check with a company Admin)
• Visit the Team on the Run WebChat website at
• Follow the instructions to set yourself up as a “New User”, using the phone number and Activation Code (feel free to pin or bookmark this page on your browser, if you use a secure work terminal to access WebChat)


Please Note:

If you already use the TOTR app, then you may use the same phopne number for your WebChat login.


Thank you for checking out our User Guide. To return to the User Guide index, use the following link:

Team on the Run User Guide

In case we haven’t said it before – Welcome to Team on the Run!

We wanted to make sure that you have all the information and assistance you might need in order to get the most out of TOTR. Here’s we’ll be discussing, topic by topic, all of the TOTR features, and how to use them. This post will be updated with an index, as new features and all are added. The information shared here is taken from our User Guide, which can be found here on Our Helpdesk.


Getting Started –

Using the Team on the Run App –

Team Management with Team on the Run –

Using Team on the Run WebChat –

Team on the Run Geolocation –

Troubleshooting and Best Practices –

The Whole Guide:

The full User Guide is available at: