MobileLink User Guide

Transcription

1 MobileLink User Guide April 2017

2 Table of Contents Section MobileLink Overview Section 1 MobileLink Features Section 2 Enterprise Search Directory Section 2.1 Call History Section 2.2 Service Management Section 2.3 Download MobileLink Client Section 3 Download for iphone 4 Section 3.1 Placing A Call: iphone 4 Section 3.2 Download for Android Section 3.3 Placing A Call: Android Section 3.4 Download for BlackBerry Section 3.5 Placing A Call: BlackBerry Section 3.6 Mobile Device Requirements Section 4 MobileLink Error Messages on Android Section 5 MobileLink Error Messages on ios Section 6 MobileLink Error Messages on BlackBerry Section 7 Additional Notes Section 8 Page 2 of 15

3 1 MobileLink Overview MobileLink is a simple non-voip client that enables end-users to make and receive calls over their existing cellular service using their business identity. Users can dial and manage calls from their personal smartphones just as they would from their office desk phone, including tracking calls, picking up business voic , managing personal settings, and more. MobileLink is available through the major mobile application stores and can be installed on Android, BlackBerry, and ios mobile devices. (See Section 4 for download and installation instructions.) Once installed, users can perform the following functions through the MobileLink client: Make and receive voice calls over the public mobile network using their business identity. Access their call history, for all call activity linked to their business line (mobile and fixed). Search their Enterprise Directory, Exchange Global Address List (GAL), and Outlook contacts as well as their local phone directory for contacts. Users can easily click on a contact in their search results to originate a call. Manage their network service settings, such as multiple flavors of call forwarding, Do Not Disturb, Caller ID Blocking, Anywhere, Simultaneous Ring, and Sequential Ring. 2 MobileLink Features 2.1 Enterprise Search Directory The MobileLink application allows the user to search for contacts in a number of different locations. More specifically, depending on the mobile platform and the user s native device settings, a search can be performed against their local phone contact list, their Enterprise Directory, Exchange Global Address List, and Outlook contacts. Note: enterprise contacts are not synchronized with the phone. A live search is performed to find the best match stored in the Enterprise Directory. 2.2 Call History The MobileLink application allows the user to view their call history for all calls on their business line. To do this, MobileLink downloads the latest call history stored on the user s profile. This includes business calls made on their mobile phone in addition to their desk phone. Calls originated through the Call-Through or Call Back service are logged and accessible via the Call History tab. The call history can be filtered by all or missed calls. Each call record includes type (answered, missed, and placed/outgoing), time and date, telephone number, and name (if available). Users can easily click on a phone number in their call history to originate a call. 2.3 Service Management The MobileLink application allows the user to configure the following services if these are assigned to their user profile: Call Forwarding Not Reachable Call Forwarding No Answer Page 3 of 15

4 Call Forwarding Busy Call Forwarding Always Do Not Disturb Remote Office Caller ID Blocking Anywhere Simultaneous Ring Sequential Ring 3 Download MobileLink Client The latest reference versions for mobile devices are available on the corresponding mobile application stores. The ios version can be downloaded from Apple s App Store via itunes: MobileLink (Version 1.0.2) The Android version can be downloaded from Google Play: MobileLink (Version 1.0.1) The BlackBerry version can be downloaded through App World: MobileLink (Version ) Note: The MobileLink user must enter their user name and password on first launch. Details provided below. 3.1 Download for iphone 1. Select the App Store icon from your iphone 2. In the search window, type BroadTouch MobileLink 3. Tap Install 4. Once installed, select Call Settings and enter the following information: a. User Name: phonenumber@example.com (Your User Name is your User Name) b. Password: Your password c. Telephone #: Your mobile number (Example: ) d. Host Name: (be sure to enter this manually) Page 4 of 15

5 Screenshot 1: iphone Login Credentials 5. Select Login 6. Accept End-User License Agreement Note: Remote Office will be automatically enabled once you login and activate MobileLink. When Remote Office is turned on, calls to your DID will only ring on your cell phone. To restore calls to your desk phone, you will need to enter your user profile and disable Remote Office. Page 5 of 15

6 Screenshot 2: iphone client 3.2 Placing a call: iphone 4 1. Enter phone number (Example: ) 2. Tap Call 3. Select Call Back option (Note: if you select iphone and not the Call Back option, your personal phone number will be used and NOT your business identity) 4. Select Answer. Your call will be connected with your business DID. 3.3 Download for Android 1. Select the Play Store icon from your Android device 2. Tap the Search (magnifying glass) icon, then type BroadTouch MobileLink 3. In the results window, select BroadTouch Mobile Link (Broadsoft, Inc.) 4. Tap Install, then Accept & Download 5. Once installed, launch the app and accept the end user license agreement. 6. The Call Settings page will open automatically. Enter the following information: a. User Name: phonenumber@example.com (Your User Name is your User Name) b. Password: Your password c. Telephone #: Your mobile number (Example: ) - This should auto-populate with your mobile number. Page 6 of 15

7 d. Server URL: -Note: please be sure to enter this manually. The Broadsoft host name will auto-populate (as shown below) and should be removed. Screenshot 3: Android Login Credentials 7. Select Login 8. Accept End-User License Agreement Note: Remote Office will be automatically enabled once you login and activate MobileLink. When Remote Office is turned on, calls to your DID will only ring on your cell phone. To restore calls to your desk phone, you will need to enter your user profile and disable Remote Office. Page 7 of 15

8 Screenshot 4: Android client 3.4 Placing a call: Android 1. Select Callling Option (Note: if you select Use System Default Dialer and not the Use MobileLink Call Back option, your personal mobile phone number will be used and NOT your business identity) 2. Enter phone number (Example: or extension dial 1212) 3. Tap Call 4. Select Answer when your phone rings. Your call will be connected with your business DID. 3.5 Download for BlackBerry 1. Select the BlackBerry App World icon. 2. Search for BroadTouch 3. Click on apps 4. In the results window, select BroadTouch MobileLink 5. Install the app and launch it 6. Agree to the terms and conditions. Page 8 of 15

9 7. The Call Settings screen will come up automatically (see Screenshot 5). Enter the following information: a. Server URL: b. Mobile Phone #: Your mobile phone number (Example: ) c. User ID: (Your User Name is your User Name) d. Password: the password to your voice portal account Screenshot 5: BlackBerry Login Credentials Note: Remote Office will be automatically enabled once you login and activate MobileLink. When Remote Office is turned on, calls to your DID will only ring on your cell phone. To restore calls to your desk phone, you will need to enter your user profile and disable Remote Office. Screenshot 6: BlackBerry client photos Page 9 of 15

10 3.6 Placing a call: BlackBerry 1. The first time you use the app, you need to change some settings. Click the Settings button in the top right hand corner. To dial using MobileLink: a. The dropdown should be set to All Outbound Calls b. Call Back Service should be checked 2. Select the keypad in the top left hand corner. 3. Enter the number you wish to call, and click the Call button. You will receive a callback from your desk phone within 20 seconds. Pick it up; this is your desk phone calling your cell phone. Then your call will go through. Page 10 of 15

11 4 Mobile Device Requirements MobileLink supports the following operating systems and manufacturing device models: OS Android BlackBerry ios Version 2.2, 2.3, 4.0, 4.1 6, and up Mobile Device Samsung Nexus S 4G Samsung I5500 HTC Sense Samsung Galaxy II Samsung Galaxy SII Samsung Galaxy SIII HTC EVO 3D HTC Incredible Motorola Atrix BlackBerry Bold 9700/9790/9900 BlackBerry Torch 9800/9860 BlackBerry Curve 9360/9830 iphone 3GS iphone 4 iphone 4S iphone 5 ipad (All Models) Table 1: Mobile Device Requirements Note: The MobileLink application was officially validated against the mobile devices in Table 1; however, it is compatible with any device that meets the OS requirements. Page 11 of 15

12 5 MobileLink Error Messages on Android Table 2 shows the possible error messages a user may encounter while using MobileLink on Android, and the corresponding corrective actions. Error Messages Call Service Unavailable: Call Back and Call-Through services are unavailable on this device. To use services, please configure Remote Office, BroadWorks Anywhere, or BroadWorks Mobility in settings. Warning! Your account is not authorized for this application. Please contact your service provider for assistance. Invalid user name/password. Invalid phone number. Timeout on Call Back service. User is not assigned the BroadWorks Mobility service or there is no location assigned to this service (111003). BroadWorks Mobility service is not assigned to this user (111020). BroadWorks Mobility service is not activated for this user (111021). Calling Party Address not found. This device may not have been configured for DM (111022). Duplicate request for same call context (111023). Blocked by Remote Office (110821). Table 2: Android Error Messages Possible Causes/Handling Configure Mobility, Remote Office, or Anywhere. MobileLink license is not assigned to the user. Incorrect URL specified in the Server URL field of the MobileLink login page. Incorrect user name or password is specified on the MobileLink login page. Server URL attribute on the MobileLink login page is missing host name prefix. This mobile number attribute on the MobileLink login page is empty. The mobile number configured in Mobility, Remote Office, or Anywhere does not correspond to the user s cell phone number. Mobility is not enabled for the user. The mobile number configured in Mobility, Remote Office, or Anywhere does not correspond to the user s cell phone number. Mobility is not assigned to the user. Mobility is assigned to the user and is not enabled. The mobile number configured in Mobility does not correspond to the user s cell phone number. User attempted a call request immediately after a cancelled call. Mobility and Remote Office are both enabled. These two services cannot be enabled simultaneously. Page 12 of 15

13 6 MobileLink Error Messages on ios Table 3 shows the possible error messages a user may encounter while using MobileLink on ios, and the corresponding corrective actions. Error Messages Dialing Service Unavailable: Call Back and Call-Through services are not configured for this device. Press the Configure button to configure these services automatically for this account. Otherwise, the services must be configured manually using the Call Settings tab. Your account is not authorized for this application. Please contact your service provider for assistance. Login Failed: The request timed out. Please check your login settings. Login Failed: A connection failure occurred. Please check your login settings. Login Failed: Authentication needed. Please check your login settings. Login Failed: Unable to start HTTP connection. Please check your login settings. Error: Missing required parameter callingpartyaddress. User is not assigned the BroadWorks Mobility service or there is no location assigned to this service (111003). BroadWorks Mobility service is not assigned to this user (111020). BroadWorks Mobility service is not activated for this user (111021). Calling Party Address not found. This device may not have been configured for DM (111022). Duplicate request for same call context (111023). Blocked by Remote Office (110821). Table 3: ios Error Messages Possible Causes/Handling Configure Mobility, Remote Office, or Anywhere. MobileLink license is not assigned to the user. Incorrect URL specified in the Server URL field of the MobileLink login page. Incorrect URL specified in the Server URL field of the MobileLink login page. Incorrect user name or password specified on the MobileLink login page. Server URL attribute on the MobileLink login page is missing host name prefix. This mobile number attribute on the MobileLink login page is empty. Mobility is not enabled for the user. The mobile number configured in Mobility, Remote Office, or Anywhere does not correspond to the user s cell phone number. Mobility is not assigned to the user. Mobility is assigned to the user and is not enabled. The mobile number configured in Mobility does not correspond to the user s cell phone number. User attempted a call request immediately after a cancelled call. Mobility and Remote Office are both enabled. These two services cannot be enabled simultaneously. Page 13 of 15

14 7 MobileLink Error Messages on BlackBerry Table 4 shows the possible error messages a user may encounter while using MobileLink on BlackBerry, and the corresponding corrective actions. Error Messages Your account is not authorized for this application. Please contact your service provider for assistance. Please enter a valid URL. Please enter correct password. Please enter correct user name. Cannot connect to the server. Check your data connection. Cannot connect to the server. Check Server URL and your data connection. Insufficient application privileges. Unable to log in. Please check your credentials or contact the system administrator. Invalid phone number. Error logging in. Table 4: BlackBerry Error Messages Possible Causes/Handling MobileLink license is not assigned to the user. URL field on the MobileLink login page is empty. Password field on the MobileLink login page is empty. Username field on the MobileLink login page is empty. There is no data/internet connection. There is no data connection or the URL is incorrect. Application does not have necessary permission to run and will terminate (for example, access to local contacts, call intercept, and so on). Incorrect user name or password specified on the MobileLink login page. Mobile number field on the MobileLink login page is empty. Incorrect URL specified on the MobileLink login page. URL attribute on the MobileLink login page is missing host name prefix. Page 14 of 15

15 8 Additional Notes User Bundle Although anyone can download the MobileLink client, it will only work for users with a Premium User Bundle. If you receive an unavailable or not authorized error message in MobileLink, contact your group administrator to confirm which User Bundle is assigned to your station. Remote Office & Anywhere MobileLink was designed and intended to work with both Anywhere and Remote Office. If the user only has Remote Office enabled, the user must manually enable and disable this feature after each use. If the user is assigned Anywhere and Remote Office, Anywhere should always remain enabled. Data Connection A data connection is required for the mobile device. If you turn your cellular data off, you cannot place a call from the MobileLink app via your ID. Page 15 of 15