SASKTEL INTEGRATED BUSINESS COMMUNICATIONS (IBC)

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1 SASKTEL INTEGRATED BUSINESS COMMUNICATIONS (IBC) IBC WIRELESS USER GUIDE February 2018 Version 4

2 TABLE OF CONTENTS INTRODUCTION... 3 IBC telephony features available to IBC Wireless... 3 New feature with IBC Wireless... 4 IBC features not currently available to IBC Wireless... 4 IBC FEATURES Way Conferencing Way Conferencing... 7 Call Forward Always/ Answer/Busy... 7 Call Forward Selective... 8 Call Me Anywhere...10 Call tify...13 Call Queue...14 Do t Disturb (DND)...14 Extension Dialing...15 Group Paging...15 Hunt Group...15 Last Number Redial...15 Mobile Client...15 Multi-Key Call Waiting...16 NEW IBC WIRELESS FEATURE...17 Dual Persona Switching...17 CHANGES TO THE USER AND ADMINISTRATOR PORTAL...19 IBC Number Alerting Policy...20 IBC Wireless Number...20 FREQUENTLY ASKED QUESTIONS...22 SaskTel IBC Wireless user guide 2

3 INTRODUCTION IBC Wireless is an IBC optional add-on that gives users the ability to link their business identity with their wireless phone, giving the appearance of one business number and access to most of the IBC telephony features on the wireless phone, without the use of the Mobile Client. This document highlights which IBC telephony features are available to IBC Wireless and describes any differences that can be expected while using the features on the wireless phone. If the feature works the same on the wireless phone as it does today within IBC there will be no description of that feature in this document. The current IBC Feature Guide and various client user guides can be referenced. IBC telephony features available to IBC Wireless IBC FEATURE 3-Way Conferencing 6-Way Conferencing Alternate Name / Number Delivery Audio Conferencing Auto Attendant Auto Call Back Call Forward Always Call Forward Busy Call Forward Answer Call Forward Selective Call Me Anywhere Call tify Call Park and Retrieve Call Pickup Call Pull Call Queue Call Return Calling Line ID Delivery Blocking Combined Voice Mail Customer Originated Trace Directed Call Pickup Do t Disturb Extension Dialing Group Calling Line ID Group Paging Group Speed Dial HD Voice Hunt Group Incoming/Outgoing Calling Plans Last Number Redial Mobile Client Multi-Key Call Waiting Music on Hold Push to Talk - outgoing FEATURE WORKS DIFFERENTLY SaskTel IBC Wireless user guide 3

4 Selective Call Acceptance Selective Call Rejection New feature with IBC Wireless FEATURE Dual Persona Switching IBC features not currently available to IBC Wireless IBC FEATURE Busy Lamp Field Call Transfer - 3 rd Party Consult/ Blind Connected Line ID Presentation Connected Line ID Restriction Incoming Calling Name Delivery Incoming Calling Number Delivery Push to Talk - Incoming Speed Dial 8 Video Calling COMMENTS This feature is only supported on a Polycom phone set. However, when the IBC Wireless Number or IBC Number is on an active call this will be reflected on the Busy Lamp Field on the Polycom. A user could park a call to an extension, call the transfer recipient, notify them of the call and which extension to retrieve it on. This feature does not work with IBC Wireless. This feature does not work with IBC Wireless. When receiving external calls on the wireless phone, the caller s name will not display unless the number is saved in the local contacts on the phone. A user can turn the calling number delivery off in the User Portal. When turned off, the calling number still displays on the wireless phone with IBC Wireless, but will not display on the IBC Polycom phone or the clients. The destination device must be a certified Polycom phone set with auto-answer enabled. Otherwise, a Push to Talk call must be manually answered. This feature does not work with IBC Wireless. This feature is only supported on the IBC Mobile, Tablet, and Desktop Clients. IBC FEATURES 3-Way Conferencing To perform a 3-Way Conference on an Android wireless phone: 1. While on an active call, tap Add call. The call will be placed on hold. SaskTel IBC Wireless user guide 4

5 2. Dial the number of the second person and tap. 3. When the second person answers the call, tap Merge and all three people will be connected in the call. SaskTel IBC Wireless user guide 5

6 To perform a 3-Way Conference on an iphone device: 1. While on an active call, tap Add call. The call will be placed on hold. 2. Dial the number of the second person. SaskTel IBC Wireless user guide 6

7 3. When the second person answers the call, tap Merge calls and all three people will be connected in the call. 6-Way Conferencing Up to 5 additional participants can be added following the steps above. Call Forward Always/ Answer/Busy When this feature is enabled, it will apply to both the IBC Number and IBC Wireless Number. If different Call Forwarding destinations are required for the IBC Number and IBC Wireless Number, use Call Forward Selective. SaskTel IBC Wireless user guide 7

8 Call Forward Selective This service allows a user to forward calls from phone numbers that match a set of defined selective criteria to a different phone number. The selective criteria for each phone number can be a list of up to 12 phone numbers or digit patterns and a specified time schedule. This feature can be configured to forward the IBC Number and the IBC Wireless Number to two different numbers with two different time schedules or use it to forward only one of the IBC numbers to a certain number. For example, in the scenario below the user wants all incoming calls to the IBC Number to go to voice mail after business hours but continue to receive all incoming calls to the IBC Wireless Number to the wireless phone. 1. In the IBC User Portal from the Incoming Calls page, click Call Forwarding Selective. 2. Enter the desired Default Call Forward to phone number. In this scenario, Direct Voice Mail Transfer,*98-extension. 3. Click Apply. 4. Click Add. SaskTel IBC Wireless user guide 8

9 5. Enter a description. Choose the Primary number listed in the Available Call to Numbers. 6. Click Add. 7. Select a previously created after hours time schedule from the Selected Time Schedule drop down menu. The default time schedule is to forward every day all day. For steps on setting up a time schedule, view the End User Portal Video Tutorial at sasktel.com/ibcsupport. SaskTel IBC Wireless user guide 9

10 8. Select On to turn Call Forwarding Selective on and check the Active box of the entry. 9. Click OK. Call Me Anywhere NOTE: It is not recommended to use the IBC Wireless Number as a Call Me Anywhere location. Call Me Anywhere locations can be configured through the IBC User Portal or from the IBC Mobile Client. Once the locations have been added to the Call Me Anywhere feature, configure the IBC Wireless Number or the IBC Number or both numbers to include the Call Me Anywhere locations in the Alerting Policy. 1. In the IBC User Portal from the Call Control page, click IBC Wireless. SaskTel IBC Wireless user guide 10

11 2. Click on the IBC Number Alerting Policy. 3. Check the box next to Include Call Me Anywhere. 4. Click Apply. To configure Call Me Anywhere locations to ring when the IBC Wireless Number is called: 1. From the IBC Wireless page, select the IBC Wireless Number listed in the table to modify. SaskTel IBC Wireless user guide 11

12 2. Click on the Alerting Policy tab. 3. Check the box next to Include Call Me Anywhere. SaskTel IBC Wireless user guide 12

13 4. Click Apply. Call tify If the user s Alerting Policy is set to Ring Mobile Devices (see the User and Administrator Portal section of this document for detailed information on this feature), the following will occur: If the Selected Call to Numbers field is empty (see below), then two call notifications will be sent to the specified address for every call. SaskTel IBC Wireless user guide 13

14 If one of the Available Call to Numbers is added to the Selected Call to Numbers, then only one call notification will be sent to the specified address for every call. If the Alerting Policy is not enabled for the wireless phone, then only one call notification will be sent to the specified address. Call Queue IBC Wireless allows a user to participate in the Call Queue with their wireless phone if the Alert For Agent Calls is enabled in the User or Administrator Portal. Enable this feature on the IBC Wireless Number page, from the IBC Wireless page. See the User and Administrator Portal section of this document for details on how to configure. NOTE: The Guard Timer Setting is required to be set to 4 seconds or greater (an Administrator can set this parameter for a user from the Call Queues page > Call Control). This will ensure calls waiting in the queue are answered by an agent rather than sent to voice mail. Do t Disturb (DND) When this feature is enabled, it will apply to both the IBC Number and IBC Wireless Number. SaskTel IBC Wireless user guide 14

15 NOTE: It is not recommended to use the wireless phone s DND feature as it can cause unwanted results with both IBC and IBC Wireless functionality. It is recommended to use IBC DND instead. Extension Dialing With IBC Wireless, the user can dial an extension on their wireless phone to reach others in their organization. Whether the user can call anyone in the organization depends on how the customer has their extension dialing configured. The extension must be configured to be more than 2 digits to work from a wireless phone. NOTE: When dialing four digits on an iphone the number display will be in the format of xxx-x. This is an iphone default and cannot be altered by IBC. Group Paging Group Paging can be initiated from the wireless phone to broadcast a page to other IBC user s Polycom sets and ATA devices. Hunt Group IBC Wireless allows a user to participate in the Hunt Group with their wireless phone if the Alert For Agent Calls is enabled in the User or Administrator Portal. Enable this feature on the IBC Wireless Number page from the IBC Wireless page. See the User and Administrator Portal section of this document for details on how to configure. For users in the Hunt Group who have enabled the IBC DND feature (*78), the incoming call will hunt to the next Hunt Group user. It is not recommended to use the wireless phone s Do t Disturb feature. The wireless phone s Do t Disturb feature is not applied across all other IBC Devices and may impact the service. Last Number Redial In the Feature Access Codes (FAC) found on the User Portal there are two FAC listed for Last Number Redial: ## and **. Only ** will work with IBC Wireless. When Last Number Redial is used on the wireless phone it will redial the last number called from the IBC user regardless of the persona set on the wireless phone. Switching the persona Calling Line ID on the wireless phone has no affect on which number is redialed. It will always be the last number that was dialed by IBC on any of the devices available. Mobile Client An IBC Wireless user will have access to the IBC Mobile Client. The IBC Wireless user can make or receive calls, as well as configure some of the IBC features through the mobile client. The user must subscribe to the collaboration features to receive the instant messaging, presence, and My Room functionality of the mobile client. While travelling internationally, the user can make and receive calls using the mobile client to avoid international long distance rates. Where Wi-fi is not available, data charges may apply. SaskTel IBC Wireless user guide 15

16 Multi-Key Call Waiting For access to the Call Waiting feature, the IBC Wireless user must subscribe to Multi-Key Call Waiting (MKCW). While on an active call on the wireless phone, a beep will indicate a second call is incoming. To answer Call Waiting Calls using an Android phone: 1. Tap the green answer icon. 2. Choose to end the call with the first caller and answer the second caller or choose to put the first caller on hold. It is possible to switch between the two calls or merge the calls (as described in 3-Way Conferencing above for Android). SaskTel IBC Wireless user guide 16

17 To answer Call Waiting using an iphone device: The customer can choose to end the active call and accept the incoming call or put the active call on hold and accept the incoming call. If the customer chooses Hold & Accept, they can switch between the two calls or merge the calls (as described in 3-Way Conferencing above for iphones). NOTE: Regardless of the user s Alerting Policies and which number (IBC Number or IBC Wireless Number) is called, the second incoming call will always be delivered to the device that has the active call. For example, if on an active call on the wireless phone and there is another incoming call, it will be delivered to the wireless phone. NEW IBC WIRELESS FEATURE Dual Persona Switching IBC Wireless allows a customer to have two numbers on their wireless phone. One is referred to as the IBC Number, while the number that is on the phone s SIM is referred to as the IBC Wireless Number. The feature allows the user to determine which Calling Line ID (outgoing caller ID) is displayed on an outbound call from their wireless phone. This can be configured using feature access codes or through the User Portal. The IBC Wireless Number is the default number that is displayed on outgoing calls from the wireless phone. On the wireless phone dial pad, enter the following feature access codes to achieve the described functionality: *49 This will set the outgoing caller ID to the IBC Wireless Number for all outgoing calls from the wireless phone. When this is dialed, the following message will be played, Your Calling Line ID presentation has been set to your mobile phone s number. Thank you. SaskTel IBC Wireless user guide 17

18 #49 This will set the outgoing caller ID to the IBC Number for all outgoing calls from the wireless phone. When this is dialed, the following message will be played, Your Calling Line ID presentation has been set to your business phone s number. Thank you. *50 This will set the outgoing caller ID to the IBC Wireless Number on a per call basis. Dial *50 and wait for dial tone, then enter the number you want to call to complete the call. #50 This will set the outgoing caller ID to the IBC Number on a per call basis. Dial #50 and wait for dial tone, then enter the number you want to call to complete the call. To configure the Calling Line ID through the User Portal: 1. From the Call Control page, click on IBC Wireless. 2. Click on the IBC Wireless Number listed in the table. 3. Check the box next to Use Wireless Calling Line ID to display the wireless phone number. Uncheck the box to display the IBC phone number. SaskTel IBC Wireless user guide 18

19 CHANGES TO THE USER AND ADMINISTRATOR PORTAL There are some changes to the User and Administrator Portal for the customers that have IBC Wireless. Within the Call Control menu, a new selection called IBC Wireless will appear. When IBC Wireless is selected, the following screen will appear. SaskTel IBC Wireless user guide 19

20 Users should ensure that the Enable Alerting checkbox is always enabled for proper IBC Wireless functionality. IBC Number Alerting Policy The IBC Number Alerting Policy can be configured by the user to change what devices will be alerted for calls to the user s IBC number. From the IBC Wireless page, click on IBC Number Alerting Policy. Enabling Ring Fixed Devices will alert the user s desk phone for calls to their IBC Number. Enabling Include Shared Call Appearance will alert the user s IBC Desktop Client, IBC Mobile Client, IBC Tablet Client, as well as any other devices that their IBC Number appears on for calls to their IBC Number. Enabling Include Call Me Anywhere will alert any Call Me Anywhere locations that user has established for calls to their IBC Number. Enabling Ring Mobile Devices will alert the user s IBC Wireless Number for calls to their IBC Number. Any changes must be saved by clicking Apply or OK. IBC Wireless Number On the IBC Wireless page, click on the number under IBC Wireless Number to configure the IBC Wireless Number. SaskTel IBC Wireless user guide 20

21 A description of the wireless device can be entered in the Description field or it can be left empty. Enabling Alert For Agent Calls will alert the user s wireless phone, if applicable, for Hunt Group or Call Queue calls. Enabling Use Wireless Calling Line ID will use the user s IBC Wireless Number as the outgoing caller ID for calls made from their wireless phone. Disabling Use Wireless Calling Line ID will use the user s IBC Number as the outgoing calling ID for calls made from their wireless phone. If the user clicks on the Alerting Policy tab the following screen will appear: SaskTel IBC Wireless user guide 21

22 The IBC Wireless Number Alerting Policy can be configured by the user to change what devices will be alerted for calls to the user s IBC Wireless Number. Enabling Ring Fixed Devices will alert the user s desk phone for calls to their IBC Wireless Number. Enabling Include Shared Call Appearance will alert the user s IBC Desktop Client, IBC Mobile Client, IBC Tablet Client, as well as any other devices that their IBC Number appears on for calls to their IBC Wireless Number. Enabling Include Call Me Anywhere will alert any Call Me Anywhere locations that the user has established, for calls to their IBC Wireless Number. Enabling Ring Mobile Devices will alert the user s wireless phone for calls to their IBC Wireless Number. FREQUENTLY ASKED QUESTIONS 1. When I am on an active call on my Polycom desk phone, why can I not receive or make a call on my wireless phone at the same time? Answer: With IBC Wireless, the wireless phone becomes an extension of the IBC user. Only one active call is allowed, regardless of which device is being used (desk phone, wireless phone, Desktop Client, Tablet Client, or Mobile Client). Even though there are two numbers (IBC Number and IBC Wireless Number), they are both tied to one user, which is only allowed one active call at a time. A call cannot be placed to the wireless phone from the IBC Number. SaskTel IBC Wireless user guide 22

23 2. When the Alerting Policy is set to ring all devices and a call is answered on the desk phone, why does the wireless phone have a missed call notification? Answer: The wireless phone is unaware that the call is answered on another device. 3. When I want to do a direct voice mail transfer, why doesn t *98 work? Answer: IBC Wireless users will not be able to transfer directly to voice mail from the wireless phone. When transferring directly to a voice mailbox of an IBC Wireless customer using a device other than the wireless phone, the IBC Number must be used rather than the IBC Wireless Number. Since IBC Wireless includes combined voice mail, both numbers will have access to the voice mail. 4. Can I perform a Call Trace from my wireless phone? Answer:, with IBC Wireless, a user can initiate a Call Trace by dialing *57 after the call terminates on the wireless phone. This is not possible for a wireless customer without IBC Wireless. 5. Should I use the wireless phone features when I have IBC Wireless? Answer: To ensure proper functionality of IBC Wireless it is advised to not use the wireless phone features (such as Do t Disturb). Use of these features will not work as intended and will interfere with the IBC functionality. It is recommended to use the IBC features. 6. Can I join an IBC Audio Conference call on my wireless phone? Answer: IBC Wireless users cannot join an in-progress IBC Audio Conference call on their wireless phone. This problem is being investigated. Until resolved, customers can call in from their IBC Mobile Client or another device (Desktop Client or Polycom set) 7. Will IBC Wireless work when roaming outside Saskatchewan? Answer: t all roaming partners have made changes to their network for IBC Wireless to work while roaming outside Saskatchewan. If the changes are not completed, IBC Wireless calls will not be routed back to the SaskTel IBC Network and IBC features will not be available on the wireless phone. Only features in the IBC Wireless 55 plan will be available. It is expected that roaming partners will have made the required changes by the end of vember 2017, and coverage will be 99.2% in rth America. SaskTel IBC Wireless user guide 23

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