Avaya Agile Communication Environment Mobility Application for BlackBerry

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1 Avaya Agile Communication Environment Mobility Application for BlackBerry Release NN , March 2011

2 2011 Avaya Inc. All Rights Reserved. Notice While reasonable efforts have been made to ensure that the information in this document is complete and accurate at the time of printing, Avaya assumes no liability for any errors. Avaya reserves the right to make changes and corrections to the information in this document without the obligation to notify any person or organization of such changes. Documentation disclaimer Documentation means information published by Avaya in varying mediums which may include product information, operating instructions and performance specifications that Avaya generally makes available to users of its products. Documentation does not include marketing materials. Avaya shall not be responsible for any modifications, additions, or deletions to the original published version of documentation unless such modifications, additions, or deletions were performed by Avaya. 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In addition, Avaya s standard warranty language, as well as information regarding support for this Product while under warranty is available to Avaya customers and other parties through the Avaya Support Web site: Please note that if you acquired the Product(s) from an authorized Avaya reseller outside of the United States and Canada, the warranty is provided to you by said Avaya reseller and not by Avaya. Licenses THE SOFTWARE LICENSE TERMS AVAILABLE ON THE AVAYA WEBSITE, ARE APPLICABLE TO ANYONE WHO DOWNLOADS, USES AND/OR INSTALLS AVAYA SOFTWARE, PURCHASED FROM AVAYA INC., ANY AVAYA AFFILIATE, OR AN AUTHORIZED AVAYA RESELLER (AS APPLICABLE) UNDER A COMMERCIAL AGREEMENT WITH AVAYA OR AN AUTHORIZED AVAYA RESELLER. UNLESS OTHERWISE AGREED TO BY AVAYA IN WRITING, AVAYA DOES NOT EXTEND THIS LICENSE IF THE SOFTWARE WAS OBTAINED FROM ANYONE OTHER THAN AVAYA, AN AVAYA AFFILIATE OR AN AVAYA AUTHORIZED RESELLER; AVAYA RESERVES THE RIGHT TO TAKE LEGAL ACTION AGAINST YOU AND ANYONE ELSE USING OR SELLING THE SOFTWARE WITHOUT A LICENSE. BY INSTALLING, DOWNLOADING OR USING THE SOFTWARE, OR AUTHORIZING OTHERS TO DO SO, YOU, ON BEHALF OF YOURSELF AND THE ENTITY FOR WHOM YOU ARE INSTALLING, DOWNLOADING OR USING THE SOFTWARE (HEREINAFTER REFERRED TO INTERCHANGEABLY AS YOU AND END USER ), AGREE TO THESE TERMS AND CONDITIONS AND CREATE A BINDING CONTRACT BETWEEN YOU AND AVAYA INC. OR THE APPLICABLE AVAYA AFFILIATE ( AVAYA ). Avaya grants End User a license within the scope of the license types described below. The applicable number of licenses and units of capacity for which the license is granted will be one (1), unless a different number of licenses or units of capacity is specified in the Documentation or other materials available to End User. Designated Processor means a single stand-alone computing device. Server means a Designated Processor that hosts a software application to be accessed by multiple users. Software means the computer programs in object code, originally licensed by Avaya and ultimately utilized by End User, whether as stand-alone Products or pre-installed on Hardware. Hardware means the standard hardware originally sold by Avaya and ultimately utilized by End User. License types Designated System(s) License (DS). End User may install and use each copy of the Software on only one Designated Processor, unless a different number of Designated Processors is indicated in the Documentation or other materials available to End User. Avaya may require the Designated Processor(s) to be identified by type, serial number, feature key, location or other specific designation, or to be provided by End User to Avaya through electronic means established by Avaya specifically for this purpose. Concurrent User License (CU). End User may install and use the Software on multiple Designated Processors or one or more Servers, so long as only the licensed number of Units are accessing and using the Software at any given time. A Unit means the unit on which Avaya, at its sole discretion, bases the pricing of its licenses and can be, without limitation, an agent, port or user, an or voice mail account in the name of a person or corporate function (e.g., webmaster or helpdesk), or a directory entry in the administrative database utilized by the Software that permits one user to interface with the Software. Units may be linked to a specific, identified Server. Database License (DL). End User may install and use each copy of the Software on one Server or on multiple Servers provided that each of the Servers on which the Software is installed communicate with no more than a single instance of the same database. CPU License (CP). End User may install and use each copy of the Software on a number of Servers up to the number indicated by Avaya provided that the performance capacity of the Server(s) does not exceed the performance capacity specified for the Software. End User may not re-install or operate the Software on Server(s) with a larger performance capacity without Avaya's prior consent and payment of an upgrade fee. Named User License (NU). End User may: (i) install and use the Software on a single Designated Processor or Server per authorized Named User (defined below); or (ii) install and use the Software on a Server so long as only authorized Named Users access and use the Software. Named User, means a user or device that has been expressly authorized by Avaya to access and use the Software. At Avaya's sole discretion, a Named User may be, without limitation, designated by name, corporate function (e.g., webmaster or helpdesk), an or voice mail account in the name of a person or corporate function, or a directory entry in the administrative database utilized by the Software that permits one user to interface with the Software. Shrinkwrap License (SR). Customer may install and use the Software in accordance with the terms and conditions of the applicable license agreements, such as shrinkwrap or clickthrough license accompanying or applicable to the Software ( Shrinkwrap License ). (see Third-party Components for more information). Copyright Except where expressly stated otherwise, no use should be made of materials on this site, the Documentation, Software, or Hardware provided by Avaya. All content on this site, the documentation and the Product provided by Avaya including the selection, arrangement and design of the content is owned either by Avaya or its licensors and is protected by copyright and other intellectual property laws including the sui generis rights relating to the protection of databases. You may not modify, copy, reproduce, republish, upload, post, transmit or distribute in any way any content, in whole or in part, including any code and software unless expressly authorized by Avaya. Unauthorized reproduction, transmission, dissemination, storage, and or use without 2 Mobility Application for BlackBerry March 2011

3 the express written consent of Avaya can be a criminal, as well as a civil offense under the applicable law. Third-party components Certain software programs or portions thereof included in the Product may contain software distributed under third party agreements ( Third Party Components ), which may contain terms that expand or limit rights to use certain portions of the Product ( Third Party Terms ). Information regarding distributed Linux OS source code (for those Products that have distributed the Linux OS source code), and identifying the copyright holders of the Third Party Components and the Third Party Terms that apply to them is available on the Avaya Support Web site: Preventing Toll Fraud Toll fraud is the unauthorized use of your telecommunications system by an unauthorized party (for example, a person who is not a corporate employee, agent, subcontractor, or is not working on your company's behalf). Be aware that there can be a risk of Toll Fraud associated with your system and that, if Toll Fraud occurs, it can result in substantial additional charges for your telecommunications services. Avaya Toll Fraud Intervention If you suspect that you are being victimized by Toll Fraud and you need technical assistance or support, call Technical Service Center Toll Fraud Intervention Hotline at for the United States and Canada. For additional support telephone numbers, see the Avaya Support Web site: Suspected security vulnerabilities with Avaya products should be reported to Avaya by sending mail to: Trademarks The trademarks, logos and service marks ( Marks ) displayed in this site, the Documentation and Product(s) provided by Avaya are the registered or unregistered Marks of Avaya, its affiliates, or other third parties. Users are not permitted to use such Marks without prior written consent from Avaya or such third party which may own the Mark. Nothing contained in this site, the Documentation and Product(s) should be construed as granting, by implication, estoppel, or otherwise, any license or right in and to the Marks without the express written permission of Avaya or the applicable third party. Avaya is a registered trademark of Avaya Inc. Avaya Aura is a registered trademark of Avaya Inc. Avaya ACE is a registered trademark of Avaya Inc. All non-avaya trademarks are the property of their respective owners, and Linux is a registered trademark of Linus Torvalds. Downloading Documentation For the most current versions of Documentation, see the Avaya Support Web site: Contact Avaya Support Avaya provides a telephone number for you to use to report problems or to ask questions about your Product. The support telephone number is in the United States. For additional support telephone numbers, see the Avaya Web site: Mobility Application for BlackBerry March

4 4 Mobility Application for BlackBerry March 2011

5 Contents Chapter 1: Mobile Cost Optimizer application...7 Chapter 2: Getting help...9 Chapter 3: Installation and configuration...11 Install the Mobile Cost Optimizer application...11 Upgrade the Mobile Cost Optimizer application...12 Configure the ACE MCO Settings options...12 Use the conference dialer wizard...14 Configure My Number...14 Enable call waiting...15 Chapter 4: Mobile cost optimizer...17 Manually dialed calls...18 Corporate directory calls...18 Call log calls...18 Address book calls calls...19 Cancel a cost optimized call...20 Chapter 5: Hot desking...21 Make Primary...21 Call From My Primary...22 Manually dialed calls...22 Corporate directory calls...23 Call log calls...23 Address book calls calls...24 Set a Hot Desk...24 Hot desk from call logs...25 Hot desk from address book list or view...25 Hot desk from My Devices...26 Release Hot Desk...26 Chapter 6: Conference call dialing...27 Join Conference...28 Host Conference...29 Chapter 7: Technical product support...31 Chapter 8: BlackBerry device operation system limitations...33 Application control permissions...33 Upgrades for devices running OS Mobility Application for BlackBerry March

6 6 Mobility Application for BlackBerry March 2011

7 Chapter 1: Mobile Cost Optimizer application This help content provides information on how to set up and use the Avaya Agile Communication Environment (ACE) Mobile Cost Optimizer (MCO) application on BlackBerry devices. Getting help on page 9 Installation and configuration on page 11 Mobile cost optimizer on page 17 Hot desking on page 21 Conference call dialing on page 27 Technical product support on page 31 BlackBerry device operation system limitations on page 33 Mobility Application for BlackBerry March

8 Mobile Cost Optimizer application 8 Mobility Application for BlackBerry March 2011

9 Chapter 2: Getting help Get help on configuring and using the Avaya ACE Mobile Cost Optimizer (MCO) application. From the ACE MCO Settings options: 1. Open Options. 2. Select ACE MCO Settings. 3. Press the Menu key and select Help. From the My Devices hot desking interface: 1. Open the My Devices hot desking interface. 2. Press the Menu key and select Help. Mobility Application for BlackBerry March

10 Getting help 10 Mobility Application for BlackBerry March 2011

11 Chapter 3: Installation and configuration Install the Avaya ACE Mobile Cost Optimizer (MCO) application and configure your mobile device to use the MCO application. Install the Mobile Cost Optimizer application on page 11 Upgrade the Mobile Cost Optimizer application on page 12 Configure the ACE MCO Settings options on page 12 Use the conference dialer wizard on page 14 Configure My Number on page 14 Enable call waiting on page 15 Install the Mobile Cost Optimizer application Install the Avaya ACE Mobile Cost Optimizer (MCO) application. The MCO application can be installed by way of the BlackBerry desktop manager, a BES application push, or a user-initiated over-the-air (OTA) install through the BlackBerry web browser. Use the following procedure for user-initiated OTA installations. Important: If ACE MCO attempts to reset the security timer, enable the Do not ask again option and select Allow. 1. Click the link to install the MCO application for Blackberry. 2. At the prompt to download the application, select Download. 3. Wait for the application to download. 4. The following steps depend on the device operating system software version: If you are prompted, "Application Permissions - Would you like to grant ACE_MCO Trusted Application status?", select No. If you are prompted, "ACE_MCO is requesting changes to its application control permissions", select View. Press the Menu button and select the Save menu option to save the permissions. Mobility Application for BlackBerry March

12 Installation and configuration If you are prompted, "The application ACE_MCO has requested a connection..." or "The application ACE_MCO is attempting to access...", enable the Do not ask again option and select Yes. If you are prompted, "Application was successfully installed.", select OK. You have completed the procedure. Important: If your device is running OS 4.2.1, the application control permissions may not update correctly. See Application control permissions on page 33 to verify and correct the settings. Upgrade the Mobile Cost Optimizer application Upgrade the Avaya ACE Mobile Cost Optimizer (MCO) application. Important: If your device is running OS 4.2.1, delete the existing Avaya ACE MCO application before you install a newer version of the application. See Upgrades for devices running OS on page Click the link provided in the to install the ACE MCO application for Blackberry. 2. At the prompt to download the application, select Download. 3. At the prompt "Application "ACE MCO" already exists. Replace version <version> with version <new version>?", select Yes. 4. Wait for the application to be downloaded. 5. At the prompt "Device must be rebooted to complete install", select Reboot. 6. Wait for the Blackberry device to reboot. 7. When the reboot is complete, unlock the Blackberry device. The Avaya ACE MCO application is successfully upgraded. Configure the ACE MCO Settings options Configure the ACE MCO Settings options. If your system supports the push of Avaya ACE MCO services configuration data to your mobile device, some of this information may already be configured. In this case, any manual changes are lost when the device periodically checks and reverts the configuration to the default values. 12 Mobility Application for BlackBerry March 2011

13 Configure the ACE MCO Settings options 1. Open Options. 2. Select ACE MCO Settings. 3. If the information is not preconfigured, enter the following details provided by the administrator: Server Address: IP address or DNS of the Avaya ACE MCO services host Server Port: port of the Avaya ACE MCO services host Direct Access: Enable if mobile access is by way of a direct Wireless Application Protocol (WAP) data channel. WAP APN: If Direct Access is enabled, enter the WAP access point name (APN). If you do not know the WAP APN, contact your administrator or mobile network provider. You can also get this information from a device service book (open Options > Advanced Options > service book. Find a WAP entry and look for the WAP APN details in the gateway information.) Max HTTP timeout (seconds): Maximum amount of time to establish a connection to the host. Default is 40. HTTPS: Enable if communications between the Avaya ACE MCO services host and your mobile device are HTTPS over Transport Layer Security (TLS). Check the Server Port field as this differs between HTTP and HTTPS connections. When communication to the Application Integration Engine (AIE) server is made for the first time after HTTPS is enabled, you may be asked to accept the security certificate and confirm acceptance of the certificates domain. Select the "don t ask me again" option to avoid these messages in the future. 4. If your system supports configuration pushes, the administrator may have configured the default conference call dialing settings (other than the PIN you use to host conference calls) and pushed them to your device. Under the Conference Settings section, review the conference call dialing settings. To configure or edit these settings, use the conference dialer wizard. See Use the conference dialer wizard on page 14. Number to dial: the default telephone number used for conference calls. MCO uses this number if a meeting invite only includes an access or pass code and not a telephone number. Join Conference Sequence: the sequence of characters that must be entered to join a conference call. MCO extracts the access code from the meeting invite. Host Conference Sequence: the sequence of characters that must be entered to host a conference call. Use the conference dialer wizard to configure your access code (if applicable) and host conference PIN. Access Code Keywords: the key words used to recognize a conference access code in a calendar appointment Mobility Application for BlackBerry March

14 Installation and configuration Silent DTMF: when enabled, the user does not hear the tones played into a call Section Pause: the time the application waits to transition from one conference sequence section to the next. Value is 1 to 9 seconds. Inter-Digit Pause: the time the application adds between playing the DTMF digit tones for the access and PIN codes. 5. Select the Save menu option and exit from ACE MCO Settings. Use the conference dialer wizard Use the conference dialer wizard to configure or edit the information for the conference call dialing feature. If your system supports the push of Avaya ACE MCO services configuration data to your mobile device, an administrator may have already configured some of this information. Through the wizard, you can configure or edit the following: the default number for accessing your conference service any characters that you must enter when you join or chair a conference call the access code to join your own bridge (if applicable) your chairperson PIN 1. Open Options. 2. Select ACE MCO Settings. 3. Press the Menu key and select Conference Dialer Wizard. 4. Follow the prompts to configure or edit the conference call dialing settings. Configure My Number Configure My Number for use with the Avaya ACE Mobile Cost Optimizer (MCO) application. Note that for CDMA phones, the My Number must be preconfigured by the network provider. Check with your administrator for the required format of the number. The recommended format is E.164, for example for a UK number, for a US number, Mobility Application for BlackBerry March 2011

15 Enable call waiting Before doing this procedure, check if the My Number is already configured. Press the green Send key to open the Phone call log screen; the My Number setting is at the top of the screen. If the My Number setting is correct, you can ignore this procedure. 1. Open Options. 2. Select Advanced Options. 3. Select SIM Card. 4. Press the Menu key and select Edit SIM Phone Number. 5. Enter the correct phone number. 6. Save the change and exit from Edit SIM Phone Number. Enable call waiting If the call waiting option is present on you device, enable call waiting. 1. Press the Send key (the green button). 2. Press the Menu key and select Options. 3. Select Call Waiting. 4. Set Call Waiting Enabled to Yes. 5. Select the Save menu option and exit from Call Waiting. Mobility Application for BlackBerry March

16 Installation and configuration 16 Mobility Application for BlackBerry March 2011

17 Chapter 4: Mobile cost optimizer The mobile cost optimizer (MCO) feature allows you to initiate calls from your mobile device through Avaya ACE MCO services to reduce charges for long distance and international calls. Rates for incoming (received) calls are generally lower than for outgoing calls. Mobile cost optimizer takes advantage of this difference and converts outgoing long distance and international calls into lower cost incoming calls. When you make a cost optimized call, the application sends the call request by way of a secure data channel to the Avaya ACE MCO service. Avaya ACE MCO handles the call in such a way that the outgoing call request from your mobile device becomes an incoming call to your mobile device. When you answer the incoming call, the application then extends the call to the destination number. The optimized call is added to the call logs. Emergency calls attempted through the Avaya ACE MCO are treated as non-optimized calls and are handled directly by the mobile device. Access mobile cost optimizer from: manually dialed calls a corporate directory or global address list the call logs menu the address book list menu the address book view menu the view menu Depending on the outcome of a request to cost optimize a call, Avaya ACE MCO sends a message similar to one of the following: Request accepted. Please answer incoming call. Request accepted. Call will be automatically answered. Request declined. Please make call manually. Request declined. Call will be set up automatically. Request declined or failed. Directly call <number>? Important: If the unconditional call divert service is enabled, another call could arrive at the mobile device and block the Avaya ACE MCO call. Because the Avaya ACE MCO call is diverted to voice mail, the Avaya ACE MCO call is still extended to the called party. Mobility Application for BlackBerry March

18 Mobile cost optimizer For more information on how to use mobile cost optimizer, see the following: Manually dialed calls on page 18 Corporate directory calls on page 18 Call log calls on page 18 Address book calls on page 19 calls on page 19 Cancel a cost optimized call on page 20 Manually dialed calls Cost optimize a manually dialed call. 1. Enter the number to call. 2. Press the Menu key and select Call (Optimized). The mobile device displays the outcome of the call request. 3. If the mobile device rings, answer the call. The call is then made to the destination number. Corporate directory calls Cost optimize a call from the corporate directory. 1. Search for the contact that you want to call. 2. From the results, select the contact that you want to call and press the Menu key. 3. From the menu, select Call (Optimized). 4. If the contact has more than one number, select a number from the list. The mobile device displays the outcome of the call request. 5. If the mobile device rings, answer the call. The call is then made to the destination number. Call log calls Cost optimize a call from the call log. 18 Mobility Application for BlackBerry March 2011

19 Address book calls 1. Open the call log. 2. Select the contact that you want to call and press the Menu key. 3. From the menu, select Call (Optimized). 4. If the contact has more than one number, select a number from the list. The mobile device displays the outcome of the call request. 5. If the mobile device rings, answer the call. The call is then made to the destination number. Address book calls Cost optimize a call from the address book list or view. 1. Open the address book. 2. Select the contact that you want to call and press the Menu key. 3. From the menu, select Call (Optimized). 4. If the contact has more than one number, select a number from the list. The mobile device displays the outcome of the call request. 5. If the mobile device rings, answer the call. The call is then made to the destination number. calls Cost optimize a call from an . If the called party is not a contact in your address book, the application performs a corporate directory look up for the called party. Depending on the number of contacts on the device, the search can take some time. To hide the access indicator dialog, click Hide. You are alerted when a matching contact is found. 1. Open the Select the contact that you want to call and press the Menu key. 3. From the menu, select Call (Optimized). 4. If the contact has more than one number, select a number from the list. The mobile device displays the outcome of the call request. 5. If the mobile device rings, answer the call. The call is then made to the destination number. Mobility Application for BlackBerry March

20 Mobile cost optimizer Cancel a cost optimized call You cannot cancel a request for a cost optimized call by pressing the Escape or End keys while the Server Access dialog is displayed. To cancel a cost optimized call, do the following: 1. Wait for the server to accept the request and make the call to the mobile device. 2. When the mobile device rings, answer the call. 3. Press the End key to end the call. 20 Mobility Application for BlackBerry March 2011

21 Chapter 5: Hot desking The mobile hot desking feature allows you to manage the various communication devices associated with your user account through your mobile device. You designate one device as your preferred contact or primary device. This primary device is then used for all incoming calls and can be used for outgoing calls. If you are a configured hot desk user on the Avaya ACE Mobile Cost Optimizer (MCO) server, mobile hot desking also allows you to assign a temporary phone as a hot desk phone on which to receive your incoming calls. In this case, when you set a phone as your hot desk or primary device, the Desk Phone is call forwarded to the number of the designated hot desk or primary device. Select the My Devices icon on your mobile device to open My Devices. From My Devices, you can view all of the devices associated with your user account. My Devices displays the primary device in bold green and indicates whether call forwarding (CFWD) and a hot desk phone are active. For more information on how to use mobile hot desking, see the following: Make Primary on page 21 Call From My Primary on page 22 Set a Hot Desk on page 24 Release Hot Desk on page 26 For more information on the hot desking application, refer to Avaya Agile Communication Environment Hot Desking Application User Guide (NN ). Make Primary From My Devices, you can view all of the devices associated with your user account and designate any one of the devices as your primary device. If you are a configured hot desk user on the Avaya ACE MCO server, the Desk Phone is call forwarded to the number of the designated primary device. If you are not a configured hot desk user, you can change your primary device, however, call forwarding to that device is not set. Make a device your primary device. 1. Open My Devices. The interface displays the current primary device in bold green and indicates whether call forwarding and a hot desk phone are active. 2. If a hot desk is currently active, release the hot desk. Mobility Application for BlackBerry March

22 Hot desking 3. Press the Menu key and select Make <device> Primary for the device you want to designate as the primary device. 4. When the mobile device displays the outcome of the request, press OK. This primary device is now used for all incoming calls and can be used for outgoing calls. See Call From My Primary on page 22. Call From My Primary Use the Call from my Primary option to make a call from your mobile device without incurring mobile charges when you are at a hot desk phone or at your desk phone which you have made your primary device. Avaya ACE MCO services makes the call to your primary device first, and once you answer the call, then makes the call to the destination number. Access the Call from my Primary option from: manually dialed calls a corporate directory or global address list the call logs menu the address book list menu the address book view menu the view menu For more information on how to use the Call from my Primary option, see the following: Manually dialed calls on page 22 Corporate directory calls on page 23 Call log calls on page 23 Address book calls on page 23 calls on page 24 Manually dialed calls Make a manually dialed call using the Call from my Primary option. 22 Mobility Application for BlackBerry March 2011

23 Corporate directory calls 1. Enter the number to call. 2. Press the Menu key and select Call From My Primary. The mobile device displays the outcome of the call request. 3. If your primary device rings, answer the call. The call is then made to the destination number. Corporate directory calls Make a call from the corporate directory using the Call from my Primary option. 1. Search for the contact that you want to call. 2. From the results, select the contact that you want to call and press the Menu key. 3. From the menu, select Call From My Primary. 4. If the contact has more than one number, select a number from the list. The mobile device displays the outcome of the call request. 5. If your primary device rings, answer the call. The call is then made to the destination number. Call log calls Make a call from the call logs using the Call from my Primary option. 1. Open the call log. 2. Select the contact that you want to call and press the Menu key. 3. From the menu, select Call From My Primary. 4. If the contact has more than one number, select a number from the list. The mobile device displays the outcome of the call request. 5. If your primary device rings, answer the call. The call is then made to the destination number. Address book calls Make a call from the address book using the Call from my Primary option. Mobility Application for BlackBerry March

24 Hot desking 1. Open the address book. 2. Select the contact that you want to call and press the Menu key. 3. From the menu, select Call From My Primary. 4. If the contact has more than one number, select a number from the list. The mobile device displays the outcome of the call request. 5. If the primary device rings, answer the call. The call is then made to the destination number. calls Make a call from an using the Call from my Primary option. If the called party is not a contact in your address book, the application performs a corporate directory look up for the called party. Depending on the number of contacts on the device, the search can take some time. To hide the access indicator dialog, click Hide. You are alerted when a matching contact is found. 1. Open the Select the contact that you want to call and press the Menu key. 3. From the menu, select Call From My Primary. 4. If the contact has more than one number, select a number from the list. The mobile device displays the outcome of the call request. 5. If the primary device rings, answer the call. The call is then made to the destination number. Set a Hot Desk The hot desking feature allows you to assign a temporary phone as a hot desk phone on which to receive your incoming calls. When you designate a phone as the hot desk phone, the hot desk phone becomes your primary device and the Desk Phone is call forwarded to the number of the hot desk phone. To set a hot desk phone, you must be a configured hot desk user on the Avaya ACE MCO server. If you have the phone number for the hot desk phone in your call logs or address book, you can use the Set As Hot Desk option. When you set the hot desk phone, Avaya ACE MCO services calls the hot desk phone and prompts you to confirm that the phone is ringing. To complete the setup, you must confirm on your mobile device that the hot desk phone is ringing. 24 Mobility Application for BlackBerry March 2011

25 Hot desk from call logs Access the Set As Hot Desk option from: the call logs menu the address book list menu the address book view menu If you do not have the phone number for the hot desk phone in your call logs or address book, you can use the Set Up Your Hotdesk option. From My Devices, you contact the application which takes you through the steps to register the phone as your hot desk phone. To complete the setup, you must confirm on your mobile device that the hot desk phone is ringing. When you release a hot desk, the device that was the primary device before you set the hot desk once again becomes the primary device. For more information on how to use the set hot desking options, see the following: Hot desk from call logs on page 25 Hot desk from address book list or view on page 25 Hot desk from My Devices on page 26 Hot desk from call logs Set a number in your call logs as your hot desk phone number. 1. Open the call logs. 2. Select the number from an incoming or outgoing call log or enter a number in the number entry field, and press the Menu key. 3. From the menu, select Set As Hot Desk. 4. If the contact has more than one number, select a number from the list. The request is sent to Avaya ACE MCO services. 5. When the hot desk phone rings, select OK on your mobile device to confirm the hot desk setup. Hot desk from address book list or view Set a number in your address book as your hot desk phone number. 1. Open the address book. 2. Select the contact that has the number you want to set as the hot desk number, and press the Menu key. Mobility Application for BlackBerry March

26 Hot desking 3. From the menu, select Set As Hot Desk. The request is sent to Avaya ACE MCO services. 4. When the hot desk phone rings, select OK on your mobile device to confirm the hot desk setup. Hot desk from My Devices Set a phone as your hot desk phone. 1. Open My Devices. The interface displays the current primary device in bold green and indicates whether call forwarding and a hot desk phone are active. 2. If a hot desk is currently active, release the hot desk. 3. Press the Menu key and select Set Up Your Hotdesk. 4. Call the number displayed on your mobile device from the hot desk phone. You have 60 seconds to make the call. Your mobile device displays the phone number of the hot desk phone and indicates that the Avaya ACE MCO application will attempt to call the hot desk phone. If you do not make the call within the 60 seconds or if a problem occurs, you will get an error asking you to try again. If required, press the Escape key to exit this procedure. 5. Hang up the hot desk phone and click Go on your mobile device. If required, press the Escape key to exit this procedure. 6. If the hotdesk phone is ringing when the device prompts you, select Yes on your mobile device to confirm the hot desk setup. Release Hot Desk If a hot desk phone is set, you must release the hot desk before you can designate a new primary device or another hot desk phone. 1. Open My Devices. 2. Press the Menu key and select Release Hotdesk. The device that you designated as primary before the hot desk was set is now the primary device. 26 Mobility Application for BlackBerry March 2011

27 Chapter 6: Conference call dialing The conference call dialing feature allows you to join or host a conference call from your calendar without having to switch between the calendar and phone applications on your mobile device. If you are joining a conference call, conference call dialing uses the bridge number and access code number (the number that acts as a password to access the conference bridge) in the location field of an appointment to set up the call. If you are hosting a conference call, conference call dialing uses the number to dial and host conference sequence that you configure through the conference dialing wizard to set up the call. Conference call dialing includes the following list of predefined key words used to recognize the access code in the calendar appointment (not case sensitive): access, code, pass, pc, pw, pin, and pswd. If you need additional identifiers, add them through the conference dialer wizard. See Use the conference dialer wizard on page 14. You can access conference call dialing from the calendar view an open appointment the call logs (to host a conference call) When you select the option to join a conference call, the following occurs: 1. The application checks the location field of the appointment for an access code identifier as defined in ACE MCO Settings options. 2. If the application identifies an access code, it takes the number that follows as the access code number and considers all numbers preceding the access code as possible conference bridge numbers. The mobile device presents the possible conference bridge numbers. 3. If the location field does not contain a defined access code, the application searches for the predefined key words. 4. If no access code is identified, the application presents all numbers in the location field as the possible conference bridge number. 5. When you select a number to use as the conference bridge, the request is sent to the Avaya ACE Mobile Cost Optimizer (MCO) service. 6. If the application did not identify an access code in the location field, the mobility device presents all the numbers in the location field as possible access codes, excluding the number you selected as the conference bridge and any numbers that start with If the request is accepted, the mobile device presents the option to play the access code into the call when the call is answered. Mobility Application for BlackBerry March

28 Conference call dialing 8. If the request is declined, but the call is automatically made from the device, the mobile device presents the option to play the access code into the call when connected to the conference bridge. 9. If the request is declined or fails, the mobile device presents the option to make the call directly from the device and to play the access code into the call when connected to the conference bridge. 10. When you select the access code when prompted by the interactive voice response (IVR), the application plays the access code into the call. For more information on conference call dialing, see the following: Join Conference on page 28 Host Conference on page 29 Join Conference Join a conference call. 1. Open the calendar. 2. Select or open the appointment in your calendar for the conference call that you want to join, and press the Menu key. 3. From the menu, select Join Conference. The mobile device presents the conference bridge number or a list of the possible conference bridge numbers. 4. Select the number to call using the trackball to highlight the number and a trackball click to select. The request is sent to the cost optimizer service. 5. Expect one of the following outcomes: If the request is accepted, the mobile device presents the option to play the access code into the call when the call is answered. Select the appropriate access code when prompted by the IVR. If the request is declined, but the call is automatically made from the device, the mobile device presents the option to play the access code into the call when connected to the conference bridge. Select the access code when prompted by the IVR. If the request is declined or fails, the mobile device presents the option to make the call directly from the device. Select Yes to play the access code into the call when connected to the conference bridge. Select the access code when prompted by the IVR. The application plays the access code into the call. 28 Mobility Application for BlackBerry March 2011

29 Host Conference Host Conference Host a conference call. You must have configured your host conference sequence and number to dial through the conference dialer wizard. 1. Open the calendar and press the Menu key. You can also select a number from your call logs and press the Menu key. 2. From the menu, select Host Conference Call. The mobile device presents the number to dial as the conference bridge. 3. Select Yes. The request is sent to the cost optimizer service. 4. Expect one of the following outcomes: If the request is accepted, the mobile device presents the option to play the host sequence into the call when the call is answered. Select the enter host sequence option when prompted by the IVR. If the request is declined, but the call is automatically made from the device, the mobile device presents the option to play the host sequence into the call when connected to the conference bridge. Select the enter host sequence option when prompted by the IVR. If the request is declined or fails, the mobile device presents the option to make the call directly from the device. Select Yes to play the host sequence into the call when connected to the conference bridge. Select the host sequence when prompted by the IVR. The application plays the host conference sequence into the call. Mobility Application for BlackBerry March

30 Conference call dialing 30 Mobility Application for BlackBerry March 2011

31 Chapter 7: Technical product support If you encounter a problem while using the Avaya ACE Mobile Cost Optimizer (MCO) application, report the problem to your technical support team. To resolve the issue, the support team may need the mobile device logs for analysis. To capture and report the device logs, do the following: 1. Open Options. 2. Select ACE MCO Settings. 3. Press the Menu key and select Capture logs. 4. When the automated log capture is complete, press Escape. An opens. 5. Go to the To field and enter the address for your support team. 6. Go to the Subject field and enter an appropriate subject for the issue. 7. Move to the body of the and choose the Paste menu option. All of the logs, or as much as can fit in a single , are pasted into the body of the Send the . Mobility Application for BlackBerry March

32 Technical product support 32 Mobility Application for BlackBerry March 2011

33 Chapter 8: BlackBerry device operation system limitations If your BlackBerry device is running operation system (OS) 4.2.1, see the following procedures when installing or upgrading the Avaya ACE Mobile Cost Optimizer (MCO) application: Application control permissions on page 33 Upgrades for devices running OS on page 34 To view the version of the BlackBerry device OS, on your device select Options and then About. The device displays the OS version on the third line of the device details. Application control permissions As a result of a known issue in the BlackBerry device OS 4.2.1, application control permissions are not correctly updated on the device. Following the installation of the Avaya ACE MCO application on a BlackBerry device running OS 4.2.1, check the application control permissions and make changes as required. 1. Open Options. 2. Select Advanced Options and then Applications. 3. Select ACE MCO. 4. Press the Menu key and select Edit Permissions. 5. Highlight the field next to Connections. 6. Press the Menu key and select Expand. Make sure the following are set to Allow. Phone Company Network Carrier Internet Wi-Fi (if present) 7. Highlight the field next to Interactions. 8. Press the Menu key and select Expand. Make sure the following are set to Allow. Interprocess Communication Modify Device Settings Mobility Application for BlackBerry March

34 BlackBerry device operation system limitations Keystroke Injection Security Timer Reset 9. Highlight the field next to User Data. 10. Press the Menu key and select Expand. Make sure the following are set to Allow. PIM Key Store 11. Press the Menu key and select Save. Upgrades for devices running OS As a result of a known issue in the BlackBerry device OS 4.2.1, upgrades to the Avaya ACE MCO application fail. As a result, delete the currently installed application and then install the new application. 1. Open Options. 2. Select Advanced Options and then Applications. 3. Select ACE MCO. 4. Press the Menu key and select Delete. 5. Confirm the Delete. 6. Agree to the device reset. 7. Once the device is reset, follow the application install procedure to install the new Avaya ACE MCO application. 34 Mobility Application for BlackBerry March 2011

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