Tritel VAMO. User manual

Transcription

1 Tritel VAMO User manual

2 Index 1. VAMO Identity Making calls Receiving calls Voic Call Control Business or private calls Calling during disruptions of the network or platform 4 2. Settings Mobility Outgoing Identity Voic Voic via Transfer Unattended (cold) transfer Attended (warm) transfer 9 4. Voice portal Voic greetings During message playback Options for callers During a greeting While recording a message While listening to the message Function codes 13 Version management: Version Datum Initialen M.T A.M.

3 1. VAMO VAMO (Vast Mobiele integratie = Fixed-Mobile integration) integrates your mobile device with the hosted fixed telephony platform. Your desk phone and mobile phone (and softphone application if used) now act as one for receiving calls (on mobile number and office number) and for dialing out with different Calling Line Identities (mobile, office or department number). 1.1 Identity With VAMO you can decide which outgoing calling identity you d like to use. This can be the mobile number, the personal business number, the main company number or maybe even the department number. It is possible to use the HIPPER app to switch between these identities at will. 1.2 Making calls You can reach colleagues directly on their internal number (extension) with your mobile device. You always dial out with a specific number (Calling Line Identity), unless you ve chosen to dial out anonymously. This specific number, depending on the settings of the telephone platform, can be your personal direct phone number (fixed), the mobile number, the central company number or maybe even the department number. 1.3 Receiving calls All devices (mobile, desk and/or applications) will ring when you are called on your internal number, direct phone number(s) and mobile number. In addition, when you are part of a call center as an agent or member of a call group (hunt group), you will also receive those calls on all devices. If desired, you can temporarily unable the shared ringing for devices in the Hipper app. You can also record calls 1.4 Voic You have one voic for both your fixed and mobile device (since they are integrated). Voic can be setup in two ways: Voic to - recorded messages are sent to an address as an audio file, so that you can listen to it via your computer (or smartphone). It is not possible to listen to the recorded messages by dialing in. Voic box - voice messages are stored in a voic box so that you can listen to it by dialing in. This requires ordering a separate voic box license on the platform for storage of messages. 3

4 1.5 Call Control Most call control can be done via the standard phone app or dialer from your mobile phone. Depending on the type of device, it is possible to put a call on hold or add another calling party and manage a three-party conversation. Transferring calls with the default mobile phone dialer is not supported. For this the HIPPER app can be used. Hold - With VAMO it is possible to put a call on hold (in order to setup another call simultaneously or just to put someone on hold) and also to switch between two calls. Three-party conversation - Once you have setup a second call through the hold option, or after you (when call waiting is activated) have answered a second call, it is possible to merge these calls to a three-way conversation. This option will be shown in the display. Transfer - Transfer is not supported by mobile device dialers. To solve this, a call can be transferred via the HIPPER App. During the call, open the HIPPER app and transfer the call. You can move a call to another device with *11 at any time. For example, if you are talking on your fixed phone, you can press *11 on your mobile device and the call will be moved to the device. 1.6 Business or private You can switch off VAMO via the HIPPER app, so that your mobile device (outside office hours for example) is disconnected from the telephone platform and will not react on business calls anymore, only mobile calls. In that case you will also again dial out via the mobile dialer with the mobile identity. Please note: there is no voic box available at that moment and callers will not hear any greetings when busy (just busy tone) or not answering (just keeps ringing). 1.7 Calls during disruptions of the network or platform It is possible that the mobile integration with the fixed telephone platform will be lost if there are disruptions on the fixed telephone network or on the link between the fixed and mobile network. During such disruptions, your mobile phone will automatically function in the so-called 'survival' mode, which means the fixed telephone platform is ignored and all mobile calls will be handled via the mobile network. Calls to the fixed/personal/office number (through the telephone platform) can be forwarded to the mobile number temporarily by using the Call Forward Always option in the HIPPER app. This of course depends on the issue. 4

5 2. Settings 2.1 Mobility 2.2 The Mobility option creates the VAMO functionality. Mobility can be activated and deativated through the HIPPER app. The Hipper interface may visually vary somewhat per operating system. The settings in the picture are explained as follows: Mobility ON / OFF When Mobility is ON, the VAMO functionality is enabled. When Mobility is OFF, VAMO is disables and your mobile device will behave like a normal mobile phone. Actieve toestellen Vast (Fixed) & Mobiel (mobile) This setting determines which devices will ring. When you're (going) on the road, you might want to choose to only set your mobile phone as the active device 06 nummer - Here your mobile phone number should be stated in order for the telephone platform to link your mobile number with the telephone platform en correctly route the calls. This is configured once and is usually done by Tritel Ga over bij klik-én-bel (click to dial) - This setting can be turned to ON in case you use calling applications to dial with from the computer or smart phone, like for example HIPIN, I AM or the HIP Toolbar app. Ga over bij Groepsoproep - If you are a participant in a (hunt)group or call center, you will also get those calls on the selected device. For the correct functioning of VAMO it is essential that the following three settings are used as advised. Doorschakelblokkering - This setting prevents a call directly to your mobile number to be diverted to another destination. Because the switching/routing of calls are handled by the HIP platform itself through the VAMO functionality, it is highly advised to leave/switch this setting OFF Bevestiging vereist - If you answer a call you will first be asked for one random key to indicate that you want to accept the call. Advice is to leave this setting OFF Gebruik * of # functies - This setting must be set to ON for the correct functioning of call forwards 5

6 2.2 Outgoing Identity VAMO makes it possible to switch between different outgoing identities. You can make a call with the mobile number (Mobiel), the personal business number (Zakelijk) or the company number (Bedrijfsnummer). The identity can be set via the HIPPER app in the VAMO tab. For the correct functioning of the switching between the different identities it is important that your account is correctly configured. If the configuration is not correct, the following error message will most likely be displayed.. 6

7 2.3 Voic VAMO per default provides one voic box on the platform for both the mobile and fixed identities. The old voic functionality of the mobile provider will not exist anymore. There are two flavors for voic 1. Voic -to- - you receive voice messages as audio attachments by . Messages cannot be listened to by phone. The personal audio greeting can be (newly) recorded and activated via 1233 option 1 (voic menu). 2. Voic box a voic box is set up, so that you can listen to the messages by phone. Via 1233 option 1, the messages can be listened to and the different voic greetings can be adjusted Voic via 1233 You can monitor and set up the voic box via On your fixed phone and/or mobile phone you can configure 1233 as a voic contact. For configuration of the voic for first use, please see chapter 4 7

8 3. Transfer With the help of the HIPPER app you can transfer calls to colleagues or external number (fixed and mobile). It is possible to transfer the call unattended of attended (after consultation). It works as follows: 1. There is an active call that you want to transfer. Start the HIPPER during the call. 2. HIPPER will synchronize quickly and show the Call Status (Gesprekstatus) as above. 8

9 3.1 Unattended (cold) transfer 3. For unattended transfers, choose 'Doorverbinden' 4. You will now be given the opportunity to enter a number or via Contacts or Call list select a contact to transfer to. 5. Select 'doorverbinden' and the call is transferred unattended to the destination number or contact. You will immediately have a free line in order to make or receive a new call. 9

10 3.2 Attended (warm) transfer 3. To continue with the attended transfer, select 'Voeg een gesprek toe'. 4. You will now be given the opportunity again to enter a number or via Contacts or Call list select a contact to transfer to. 5. Select 'Verbinden' or the call button and the second call is created. The initial caller will automatically be put on hold. 10

11 6. Now select 'Doorverbinden' to connect both parties. By the way, it is also possible to choose '3-gesprek' (3-way call) at that same moment to connect all three parties into a single conversation. 11

12 4. Voice portal The Voice portal can be called from your desk phone, mobile phone or dialing application in order to change settings and in some instances to check messages. Some other user options can be found in the main menu as well, but are not recommended to be managed from there, only when advised by a Tritel staff member. To access the Voice Portal Call your standard It may be that Tritel has set a different number for this, but you will automatically notice this by calling the number. This is possible from your fixed and mobile device. You will first be asked to enter a password and repeat (eg ). Then you say your name and confirm it. After the notification that the voic Box is ready, choose option 1 and you can follow the presented menu for the different voic options. 4.1 Voic greetings After dialing 1233, choosing option 1 and hearing the status of your messages, you will hear the options for adjusting/recording your own message when busy or not answering your phone. 4.2 During message playback The following options are available when you are listening to a message: 1 Rinse back for 3 seconds 2 Pause playback 3 Rinse for 3 seconds 4 Go to the beginning of the message 6 Go to the end of the message 4.3 Options for callers If a caller is diverted to voic , a number of functions are available for the caller: During the greeting # Interrupt the greeting and start recording a message While recording a message # Stop the recording and listen to the message While listening to the message 1 Erase the message and record your recording again. 2 Listen to the current message 3 Or hang up to save the message. # Repeat the menu. 12

13 5. Function codes You have access to certain functions via function codes (feature access code). In the list below, the functions with corresponding code are included. Function Code Activate private number rejection * 77 Turn off private number rejection * 87 Call forwarding, always, activate * 72 Call forward, always, turn off * 73 Call forwarding, always request status * 21 * Forward to voic , always, activate * 21 Transfer to voic , always switch it off # 21 Call forwarding, when busy, activate * 90 Call forwarding, when busy, switch off * 91 Call forwarding, when busy, request status * 67 * Transfer to voic , when busy, activate * 40 Transfer to voic , when busy, switch off # 40 Call forwarding, no reply, activate * 92 Divert, no answer, turn off * 93 Call forwarding, no answer, request status * 61 * Transfer to voic , no response, activate * 41 Transfer to voic , no answer, turn off # 41 Call forwarding if not reachable * 94 Call forwarding if not available * 95 Turn off number display for an upcoming call * 67 Turn off number display * 31 Turn on number display # 31 Activate caller ID for upcoming call * 65 Take a group conversation * 11 Call back the last number, press 1 after the number has been canceled to call back * 69 Delete last incoming number # 92 # Activate call waiting * 43 Switch off call waiting # 43 Substitute temporary call for upcoming call * 70 Delete voic indicator * 99 Directly transfer to voic * 55 Do Not Disturb (phone does not ring) * 78 Do not disturb switch off (phone rings again) * 79 Put a call on hold with the flash button to enable an upcoming call * 22 Repeat last number * 66 Determine the number of times a telephone rings before forwarding. Press the * 610 desired number after the code (1-9) Access to voice portal * 62 or 1233 Direct access to the voic (within the Voice portal) * 86 13