User guide. MiCloud Office user web

Transcription

1 User guide MiCloud Office user web

2 User guide: MiCloud Office user web Copyright Mitel Communications AB Revision:

3 User guide Table of Contents 1. MiCloud overview Home Applications My Profile My homepage Group login Presence status and directory search Override Nightmode Send SMS Tickets Working hours Inbox Deleting Messages Function number schedules Conferencing Report Generation Services Activity diversion Configuring Call Recording settings Configuring Call Routing Inbound Rules Outbound Rules Fallback Rules Rule Order Diversion number Configuring Fax settings Presence expiration Configuring Voic Settings Handling Contacts Contact lists Adding favourites Deleting a favourite Favourites templates Adding a Contact Contact details Contact phone numbers Adding speed dial shortcuts for use with a desktop phone Importing Contacts Blocked contacts VIP contacts Favourite contacts Viewing the Call Log Communication log Feature codes Feature codes ACD group login Call intrusion Common pickup Directed Pickup Diversion bypass Get my active call Override nightmode Diversion Schedule event Set activity Revision: iii

4 User guide Set role Set role for call Accessing voice mail Voice Mail access User authentication Listening to voice mail from web page Voice mail management from phone Mid call IVR menu Mid call menu Entering the menu without an active background call Entering the menu with an active background call Revision: iv

5 User guide List of Figures 3.1. Example config Mid call menu - No background call Midcall menu - With background call Revision: v

6 User guide List of Tables 6.1. Inbound rules match criteria Inbound Rules Actions Outbound Rules Match Criteria Outbound Rules Actions Fallback Rules Match Criteria Fallback Rules Actions Voic Settings Communication Log Icons Revision: vi

7 User guide List of Examples 3.1. Adding a schedule example... 7 Revision: vii

8 Chapter 1. MiCloud overview Chapter 1. MiCloud overview The MiCloud interface makes it possible to configure settings related to your calls and messages in the system. Log on to the system using your standard web browser and the URL, username and password provided by your organization administrator. It is also possible to log on to the MiCloud from the Softphone client Home The home tab contains the following options: About - About the system. Applications - Launch or download applications. My Profile - See your personal info and set your preferences and passwords. My homepage - Change your presence status, or login to or logout from your ACD and attendant groups. ACD supervisors can access the ACD widgets from this page. Extend working hours - Override the nightmode state and extend the working day call rules with two hours. This menu is only visible if you are allowed to extend working hours. Send SMS - Send text messages to other users within your organization or to external contacts. Tickets - Grant access to internal APIs for external applications by creating a ticket. Working hours - See the configured working hours Applications This view shows all applications that you can install or configure. For each application there is an instruction to follow. You can also download specific documentation for the clients My Profile This view displays your personal information, your picture and let you change your password and PIN code. To change your photo 1. Click Change photo Click Browse... and select a new photo to upload. The photo must be in JPEG format (filename ending with.jpg,.jpeg, or.jpe). The image will be scaled unless it is 240 x 320 pixels. 3. Click Preview to see that it looks ok. 4. Click Save photo. To change password 1. Enter your previous password 2. Enter your new password Revision:

9 Chapter 1. MiCloud overview 3. Retype your new password 4. Click Change password To change PIN code 1. Enter your new PIN code 2. Retype your new PIN code 3. Click Change PIN code My homepage On the homepage you can find and change your presence status, see Section , Presence status widget or see Section , MiCloud Office for web if you have Mi- Cloud Office for web. If you are member of an ACD or attendant groups, you can also log in and log out from them on the homepage Group login In the group login section you can see the ACD and attendant groups you are a member of. Your current login status is shown with the presence icon next to the group name. You can log in or log out from a group from the Group login section, or from your mobile phone. To log in/log out from the Group login section Click Login/logout. To log in/log out from your mobile phone 1. Click Send SMS link to send a link in an SMS message to your mobile phone. 2. Open the SMS message on your mobile phone and select the link. Your mobile phone browser now opens. 3. Select Login to log in or Logout to log out from your groups. You can reuse the link in the SMS message to reach your group login page. ACD supervisors can also see and turn Nightmode on or off, and access the two ACD widgets, queues and agents. Note Queue statistics You can have your ACD supervisor logged in to the system in the browser the widgets are shown. If you log in with another user account, the widgets will loose their session. The queue statistics widget shows all the ACD and attendant groups you are authorized to supervise, and lets you log in and log out agents to these groups. The statistics is presented in the administrator configured running time span. Group - The name of the ACD or attendant group. Click on the group to expand it. When expanded, the group provides: Agent members of the group, with logged out agents having names in grey; Agent status; skill, where skill 1 is the highest and 5 the lowest skill; and a button to log in or log out the agent to or from the group. Revision:

10 Chapter 1. MiCloud overview # in queue - Number of persons in the queue. Free/logged in - Number of free agents/logged in agents serving the group. Waiting - The current waiting time for the first call in queue. Last wait - The time in minutes:seconds the last picked up call waited before the call was picked up. Avg wait - The time in minutes:seconds the average call in the configured time span waited before the call was picked up. Dropped - The number of calls that were hung up by the callers before they were picked up, and calls that went to fallback because no agent answered in time. When opening the widget in a separate window, it is possible to change some viewing options by altering the URL. The following options are configurable: Size - The URL contains the &size=m string. Change to &size=l to make the text large, or change to &size=xl to make the text extra large. Width - The URL contains the &width=100 string. The value is a percentage of total width, and you can have any positive integer value. Change to &width=70 if you want 70% width. You can also set the value in pixels. Set &width=1080px if you want width to be 1080 pixels. Headers - The URL can have the &headers=hide string. Having this string in the URL will remove the header. Remove this string to show the header, or add the string to remove the header. This feature is only for the Agent widget. Note Agent statistics If you have set the security setting on Internet Explorer or from Control Panel to High you need to add the server address to your trusted sites. See Section , Security settings for more information. The agent statistic widget shows all the info provided by the Queue statistic widget, but it is sorted by Agent name instead of group name. For information on the statistics presented, see Section , Queue statistics. Note Security settings If you have set the security setting on Internet Explorer or from Control Panel to High you need to add the server address to your trusted sites. See Section , Security settings for more information. If you have set the security setting on Internet Explorer or from Control Panel to High you need to add the server address to your trusted sites. To add the server address to your trusted sites 1. Start Internet Explorer. 2. Select Tools > Internet Options. 3. Select the Security tab. Revision:

11 Chapter 1. MiCloud overview 4. Select the Trusted sites icon. 5. Select Sites. 6. Enter the server address given to you by your administrator. This would be in the format: or 7. Select Add Presence status and directory search Presence status widget The different options for Roles and Activity are configured by the system administrator. Changing your Role can also effect how calls are presented and routed in the system. For example if you select the role private your private number can be shown to a called party instead of your office number. The following default roles are defined in the system: Business Private The Activity makes it possible for other users in your organization to see if you are available or not and also how the system should route your calls. How incoming calls are routed depending on your activity can either be defined by your system administrator or if you are an authorized user you can manage your own settings. See Section 6.3, Configuring Call Routing. The following default activity types are available: Available Busy Lunch Meeting Out of office Vacation If you set an Activity End Time the Activity will revert back to the default activity when the end time arrives. Your system might have a different set of activity types. The personal note shown in the system can be changed. Click to edit your personal note MiCloud Office for web Depending on your license you might have MiCloud Office for web instead of the Presence status widget. See the documentation on the Application page for more information on how to use MiCloud Office for web Override Nightmode Use the Nightmode override to extend the working day with two hours. This will affect how calls are routed in the system if the system has entered nightmode. When extending the working day calls are routed in the same way as during office hours. This option is only available if enabled by your system administrator. Revision:

12 Chapter 1. MiCloud overview If you are an ACD supervisor, the override settings are a bit different. If you turn on nightmode, then nightmode will be on until the next regular working hours schedules start. When you override the nightmode, you remove all previously made temporary rules, and set a time limit for the override. When that time has passed, the setting for the normal working hours apply Send SMS If you are authorized it is possible to send text messages to other users within your organization or to external contacts Tickets Tickets are used to grant external applications access to internal APIs. The token and secret for a ticket are used to authenticate the external application. The tickets page lists the granted tickets and allows you to create new or revoke tickets. For the granted tickets, the following information is displayed: Ticket name Token Secret Issued Granted APIs To create a ticket 1. Enter the name for the ticket. The ticket name will be used to identify the ticket. 2. Mark the check boxes for the APIs that shall be accessible for the ticket. 3. Click Create ticket To revoke a ticket 1. Click on the ticket name in the Granted tickets list. 2. Click Revoke Working hours Here you can see your configured working hours. When you are outside the configured working hours you enter nightmode and this will affect how your calls are routed. If you have authorisation you can extend your working hours with two hours in the Extend working hours menu. Revision:

13 Chapter 2. Inbox Chapter 2. Inbox The inbox contains all your messages in the system. The messages can be either voice mail, fax, or call recordings. If you also are a member of a group inbox the voic of the groups are displayed. Unplayed messages are in bold. Played group inbox messages displays the latest user that listened to the message and when. Click Play to play a message Deleting Messages Select a message and click Delete selected. Revision:

14 Chapter 3. Function number schedules Schedules are used to set opening hours on function numbers. Chapter 3. Function number schedules In the schedules view all your function numbers are listed with the current state, green for open and red for closed. Add schedule events to configure your preferred opening hours for the function numbers. The schedule events are matched from top to bottom and it will take the state by the first match. You can reorder your schedule events by drag and drop. The default state is that the function number is open, but this can be edited. You can add recurring schedule events, or events for specific dates. A schedule event can either be a single event or a recurring event. To edit a function number schedule click on the event. A schedule event can be in one of three states: All function numbers have a schedule with one schedule event as default. The default Action is Open. You can add as many schedule events as you like on a schedule. Adding a new schedule event 1. In a schedule, click Add new schedule event 2. Name the event to facilitate management of the function number schedule. 3. Add a From date/time and a To date/time then add recurrence, if relevant. You can choose to only add date in from and to, only time in from and to, or a combination of both. 4. Add recurrence. You can choose to have the recurrence Daily, Weekly (where you can specify which days in the week), Monthly, and Yearly. 5. Add a welcome prompt to play when this is matched. You can choose from the predefined in the drop-down list, or add a new prompt. Note If choosing to add a new prompt, you will navigate from the page and the event's configuration is lost. 6. Set the Action for this event. Select one of the three following: Open - Calls to this number will be forwarded if there is an available agent Closed - Calls to this number will not be forwarded to any agent Choose also if you should hangup existing calls in the queue. Forward - Calls to this number will be forwarded to a number you can specify. Example 3.1. Adding a schedule example For example, to add normal opening hours from 08:00 to 17:00 monday-friday on a schedule, but an exception on Christmas day (25th december) do the following. 1. Click Add new schedule event. Revision:

15 Chapter 3. Function number schedules 2. Add a name, for example Opening hours. Set From time to 08:00 and to time to 17:00, and leave the date fields empty. Then add Recurrence to Weekly. Mark the M,T,W,T and F box. Select a welcome prompt, and then choose the Action Open. Click Save. 3. Click Add new schedule event. 4. Add a name, for example Closed on Christmas Day. Set From date to 25th december, and To date to 25th december. Leave the time fields empty. Then set Recurrence to Yearly. If you already have recorded a "We're closed for christmas" prompt, pick that, or record a new one and upload. Then add this schedule event again. Choose the Action Closed and click Save. 5. Edit the default schedule event to have the Action Closed. 6. Drag and drop the events (on the handle to the left) to make sure that Closed on Christmas Day is on top, Opening hours is below and the default prompt is on the bottom. As the list is matched as a prioritised list from top to bottom, the Closed on Christmas Day will be matched first, then Opening hours and finally the default event. If date is not 25th of December, but Monday-Friday and time is 08:00-17:00 then it will not match Closed on Christmas Day, but Opening hours will be matched and Welcome prompt will be played before the Function number distribute the call according to its configuration. Figure 3.1. Example config Revision:

16 Chapter 4. Conferencing Chapter 4. Conferencing The Conferences page is where you can schedule a voice meeting by inviting multiple participants to the call. The page lists all upcoming meetings. To join an ongoing meeting Click Join meeting. The server will call you on your phone for immediate access to the meeting. You can also click on a meeting, call a meeting dial in number and then enter the Meeting ID. To add a new meeting 1. Click Add meeting. 2. Enter a name for the meeting. 3. Select the start date, start time and meeting duration. The meeting timezone is your default timezone. Check so that the meeting is booked in your preferred timezone. 4. If the meeting is recurring, select the recurrence in the Repeat drop down-list. 5. Set your preferred meeting reminder time to the calendar invitation. 6. Set the time for the SMS text message reminder. 7. Click Add participant. 8. Enter , phone number or user's name to search for a participant. Click on the name to add the contact to the meeting. You can also click Add external participant if your preferred contact does not show up in the list. Enter first name and phone or to add the contact to the meeting. You can mark the checkbox Remember contact if you want to remember the contact information for other meetings. Tip You can remove a contact from the participant list by first clicking on the contact's icon and then on Remove, or by clicking Remove participants and then clicking on the participants to remove. 9. Write an invitation note. The text will be displayed in the invitation and calendar event. 10.Click Send invitations to send invitations via the server. The contains the details of the meeting and how to dial in. 11.Click Close to close the meeting details. To delete a meeting 1. Click on a meeting. 2. Click Remove. 3. OK. Revision:

17 Chapter 5. Report Generation Chapter 5. Report Generation Call Detail Records (CDR), produced when calls are placed and received through the system, can be downloaded using the reports. The system comes with preconfigured reports by the system administrator. Note You need to have the report admin authorization to make reports. Report can be downloaded by selecting a report type, filling report parameters and clicking on download. The report will be downloaded in the format as defined in the report. e.g. csv, xml or json. To download a report Select a report from the Report type drop down box. After selecting a report, web interface shows parameters associated with the report. Fill in report parameters to configure the report. After all parameters are filled in, click on the Download button to download the report. The content of the report will be presented in the web interface. Revision:

18 Chapter 6. Services Chapter 6. Services The service configuration contains settings for notification of call recordings, how calls should be routed, settings for fax notifications, and settings for the voice mail service Activity diversion Activity diversion is a feature to enable call diversions based on your activity. You set which activities that should have a call diversion and the number the calls should be diverted to. You can, for example, have an activity diversion for the activity Vacation with the switchboard number that will automatically divert all incoming calls when you have the activity Vacation to switchboard. You will be notified with an icon in your desktop and mobile application if diversion is enabled. You can also see in Diversion number if you have an active diversion and to which number. For each activity you can have one phone number that calls will be diverted to. Note You need to have a diversion rule active in your call routing rules for the Activity diversion functionality to be enabled Configuring Call Recording settings It is possible to select if a call recording should generate an . Select Yes, attach recording, Yes or No and click Apply to change the setting Configuring Call Routing Caution Be careful when forwarding calls to external numbers and when forwarding calls from your mobile phone. Do not forward calls from your mobile phone back to your personal single number, since this will cause a loop in the system in the case that the system has a call routing rule for this number that forward incoming calls to the mobile phone. The call routing rules are used to define how the system handle calls. Call routing rules are set on the organization and group level and can also be set on the user level. Rules set on the organization and group level are inherited by the user level and can been seen on the call routing page. Note Depending on authorization settings on the organization and group level, you might not have permission to override inbound and outbound rules. The following types of call routing rules can be defined: Inbound rules - These rules are used to control how an incoming call is handled. This is where the association between personal phone numbers and personal phones are defined, that is, controlling which of the available phones that should ring when a call is received to the personal number. Revision:

19 Chapter 6. Services Outbound rules - These rules control how the system should behave when a call is placed. For example to control which number that should be presented as a calling party number. If no outbound rule exists the system will set the calling party number to private. Fallback rules - These rules control how incoming calls which cannot be connected are handled. For example if the called party is busy the call may be diverted to voice mail. Caution Inbound Rules Fallback rules always precedes hunting chains in terms of timeouts. If you have a hunting chain with multiple hunts this means that the fallback rule will override all preceding hunts. Click Add to insert a new inbound rule. Follow the instructions on screen to build a new rule with matching criteria and actions. Table 6.1. Inbound rules match criteria Match Criteria Activity Availability Calling party Date Day of week Diverted Incall Nightmode Role Time Description To match the current presence activity when the call is received. For example, when an activity is set to meeting a rule to forward calls to voice mail can be created. To match the current availability when the call is received. For example, when an unavailable activity is set a rule to forward calls to voice mail can be created. To match the type of calling party, internal or external. This allow rules treating internal and external callers differently. To match a date. The possible values are before, after or a specific date. To match a weekday. It is possible to specify "is" or "is not" and then provide the day of week. To match on calls that have been diverted by one user to another number while using the "Enter number" setting. A call forked to a user's own devices is not considered a diversion. To match the call status. Possible values are true and false. This rule allows specifying what should happen if you are busy on a phone when receiving a call. To match the Nightmode state. Possible values are True and False. This rules allows specifying what should happen when Nightmode is active or not. For example, should calls be forwarded to a mobile when a call is received during Nightmode. To match the current presence role when the call is received. This rule allows for example, forwarding calls to attendant if role is set to private. Possible values are the roles configured for the organization. To match a time value. Possible values are before or after a specified time. Inbound rules actions defines destinations where to forward the call. Some of the destinations allow multiple destinations to be specified. It is also possible to define the delay when the call will be redirected to other destinations. The following inbound rule actions are available: Revision:

20 Chapter 6. Services Table 6.2. Inbound Rules Actions Action/Destination Analog phone Desktop phone Mobile phone Queue Active diversion number Softphone Switchboard Voic Voic play activity Voic busy in call Voic play out of reach Enter phonenumber... Send ringing Send busy response Then hunt to <destination>. Description (If the rule is matched...) the call should be forwarded to the analog phone. the call should be forwarded to the desktop phone. the call should be forwarded to the mobile phone. the call should be forwarded to the personal queue of the user. This action is typically used in conjunction with the Incall match criteria. It is only possible to distribute a call that has been in a personal queue to internal extensions. If a rule with an external number distribution is available the call will not be distributed to the external number. the call should be redirected to the redirect number set by the feature code. Rules containing this action will only match if an active call diversion set by a feature code exists. the call should be forwarded to the Softphone. the call should be forwarded to the switchboard number. the call should be forwarded to the voic inbox. the call should be forwarded to the voic inbox and play the activity. the call should be forwarded to the voic inbox and play the busy in call prompt. the call should be forwarded to the voic inbox and play the out of reach prompt. the call should be forwarded to a custom phone number added to the rule. the call will be played the in ringing prompt. a busy tone will be sent to the calling party. this will start a hunt. It will cancel ringing on any previously added destination and make the phone ring on the entered destination. This can be used in combination with "after N seconds". If the hunt destination is busy the next hunt will be used directly. Caution Send decline Fallback rules always precedes hunting chains in terms of timeouts. If you have a hunting chain with multiple hunts this means that the fallback rule will override all preceding hunts. send decline to calling party. This will enable a rule of type "When a call is received then call will be directed to send decline." Outbound Rules Click Add to insert a new outbound rule. Follow the instructions on screen to build a new rule with matching criteria and actions. Revision:

21 Chapter 6. Services Table 6.3. Outbound Rules Match Criteria Match Criteria Date Day of week Dialed number Diverted Nightmode Time Description The possible values are before, after or a specific date. It is possible to specify "is" or "is not" and then provide the day of week. To match the dialed number against a set of defined number types, for example international or mobile. To match on calls that have been diverted by one user to another number while using the "Enter number" setting. A call forked to a user's own devices is not considered a diversion. To match the Nightmode state. Possible values are True and False. This rules allows specifying what should happen when Nightmode is active or not. For example, should calls be forwarded to a mobile when a call is received during Nightmode. To match a time value. Possible values are before or after a specified time. The outbound rules actions are either used to specify the calling party number to be displayed for the placed call or to block a placed call for different reasons. The following outbound rule actions are available: Table 6.4. Outbound Rules Actions Action Blocked because of forbidden destination Blocked because of restricted time Blocked because of unauthorized user Placed from anonymous line Placed from personal office line Placed from secondary office line Placed from switchboard line Redirected to switchboard Placed from mobile number Description (If the rule is matched...) the call will be blocked and instead the caller will hear a prompt informing the reason for blocking the call. the call will be blocked and instead the caller will hear a prompt informing the reason for blocking the call. the call will be blocked and instead the caller will hear a prompt informing the reason for blocking the call. the calling party number will be hidden for the placed call. the calling party number will be set to the number configured as the primary personal number for the user. the calling party number will be set to the number configured as the secondary personal number for the user. the calling party number will be set to the switchboard number of the organization. the caller will be redirected to the switchboard number instead of connected to the dialled number. the calling party number will be selected from a list of mobile numbers. Placed from line number the calling party number will be selected from a list of line numbers, or aliases provisioned for the user Fallback Rules Click Add to insert a new fallback rule. Follow the instructions on screen to build a new rule with matching criteria and actions. Revision:

22 Chapter 6. Services Table 6.5. Fallback Rules Match Criteria Match Criteria Calling party Date Day of week Time Description To match the type of calling party, internal or external. This allow rules treating internal and external callers differently. To match a date. The possible values are before, after or a specific date. To match a weekday. It is possible to specify "is" or "is not" and then provide the day of week. To match a time value. Possible values are before or after a specified time. The following actions are available for fallback rules. Table 6.6. Fallback Rules Actions Action Fallback to switchboard on no answer after 30 seconds Fallback to switchboard on busy Fallback to switchboard on call rejected Enter phonenumber... on call rejected Send busy response on busy Send failure response on failure Rule Order Description If the called party has not answered within 30 seconds, the call will get diverted to the switchboard number. If the called party is busy in a call the call, will get diverted to the switchboard number. If the called party declines an incoming call the call will get diverted to the switchboard number. If the called party declines an incoming call the call will get diverted to the entered phone number. If the called party is busy, the calling party will hear busy tone. If the call fails the error cause will be forwarded to the calling party. Each rule defined is added to an ordered list. When a rule is processed the system start evaluating the match criteria of the first rule in the list. If the rule has no match, the system continues down the list until a match is found. It is possible to change the rule order using the up and down arrows Diversion number This view displays the current active diversion number. If no number is shown, you have no diversion active. You can set a diversion here, or you can map your activities to diversion numbers in the Activity diversion menu Configuring Fax settings It is possible to select if a new fax message should generate an or an SMS or both. For notification, select Yes, attach fax, Yes or No and click Apply to change the setting. Select one or both of the checkboxes and click Apply to change the setting. Revision:

23 Chapter 6. Services 6.6. Presence expiration You can set so your presence automatically falls back to the default presence state after your activity end time has expired. The default presence state is set by the administrator and is normally "Available". The available options are: None - If you do not set an option, you inherit the state set by your administrator. This can either be YES or NO. YES - Always fall back to the default presence state. NO - Never fall back to the default presence state Configuring Voic Settings It is possible to select how your voic will be presented to a caller and how you should be notified of incoming voic s. Note that some settings might have been configured on system level. Table 6.7. Voic Settings Play activity information as part of greeting? Yes - The greeting played when a caller reaches the voice mail service will include the activity information. Should a "human assistance" option be provided as part of the greeting? How to notify about new messages in the inbox? No - The greeting played when reaching the voice mail service will only consist of the user/default greeting. The following message is appended at the end of the greeting message: For human assistance press nine. The caller will be redirected to a person instead of the voic . If selected, a phone number to redirect the call to must be entered In addition to the message waiting indication on a desktop phone or Softphone it is possible to be notified by SMS, or by when there are new messages in the inbox. It is possible to be notified in more than one way. Revision:

24 Chapter 7. Handling Contacts Chapter 7. Handling Contacts 7.1. Contact lists The contact lists page can be used to list and define contacts or favourites to be present in the contact list of the Softphone and other apps used in the system. Contacts can be inherited from the organization or the user group level. You can also add speed dial positions to use with a desktop phone, so that you can call your contact with a single press. You can also add star (*) and hash (#) to the number, for example to set a speed dial to log in to an Attendant group or for entering a diversion number Adding favourites A favourite is a reference to a contact entry. Any changes of the corresponding entry will be updated in the contact list. 1. Click Add favourite. 2. Enter a name in the search field to search for a contact. An empty search field will list all contacts in the system. Click Search contact. 3. Select a contact from the list and click Save. A list of the favourites are shown Deleting a favourite Click Delete to remove contact from your favourites list. Click OK to confirm the removal. Note The actual contact entry is not deleted, it is only removed from your favourites list. You can still search for the contact Favourites templates An organization or group can have a configured default favourites template. This template contain all the users that should be marked as a favourite by default and a new user will inherit templates from all groups the user is a member of as well as the organization. You can change your favourites as you like and also reset yor favourites to default by re-applying the templates. To re-apply favourites templates to a single user In the contacts list page, click on Re-apply templates button Adding a Contact Click Add contact to add a contact to your contact list Contact details The following details of a contact can be stored: Company/organization Revision:

25 Chapter 7. Handling Contacts Department First name Last name Short name Street Postal code City Country Speed dial - Assign a speed dial position to use with a snom desktop phone. See Section , Adding speed dial shortcuts for use with a desktop phone. for more information. Contact status - Choose the contact to be a Favourite, VIP, Blocked or a normal contact Contact phone numbers A contact may have multiple phone numbers such as a fixed phone and a mobile number. One of the phone numbers configured for the contact is marked as the preferred phone number. The preferred number is the number that is dialed from the softphone when clicking the call button of a collapsed contact in the contact list. Click Add phone number to add a phone number to the contact. The following details must be entered: Type - Which type of phone to add. for fixed phones and for mobile phones. Location - the location for the phone number. for business phone numbers or Private for private phone numbers. Phone number - The phone number, or feature code, to add. Click Apply to save the details for the phone number. Click to store the details for a contact Adding speed dial shortcuts for use with a desktop phone. You can add speed dial shortcuts to contacts for assigning to the function keys on your desktop phone. The administrator must map the speed dial to the keys on your desktop phone for it to work. Ask your administrator which function key is mapped to which speed dial key on your desktop phone. Note Function keys can be mapped to another contact's line (for placing and answering calls), to a contact's extension (for monitoring and answering calls), as an intercom to a contact (one way line), as a speed dial to an administrator set contact or as a speed dial for a user you choose. Ask your administrator for the specific setup on your desktop phone. When you add a speed dial to a contact, you need to know the contact's number. You can search and find the number for the contacts from the directory search on your desktop phone. Revision:

26 Chapter 7. Handling Contacts You can also find the numbers from the mobile client or the softphone by looking at the contact details. To add a speed dial key to a contact 1. Select Add contact. 2. Enter the contact details. 3. Choose a speed dial position between 1 and 10 to assign to the contact. 4. Click Add phone number. 5. Choose the type of number, location and enter the phone number. 6. Click Save Importing Contacts Importing contacts allow multiple contacts to be imported to your contact list using a semicolon separated text file. 1. Click Import contacts from the contact list page 2. Browse for a file with semicolon separated contact information. 3. Follow the instructions on screen. It is possible to map each field in the textfield to a corresponding contact field in the system. 4. Click Save to store the contact information Blocked contacts You can add a contact as a Blocked contact. You can then set call routing rules that can route calls from blocked contacts according to your preferences. A blocked contact cannot be a favourite contact VIP contacts Adding a contact as a VIP contact will also add it as a favourite contact. You can set special call routing rules for your VIP contacts that for example bypass your normal diversion rules Favourite contacts You can add a contact as a Favourite contact. You can then set special call routing rules for your Favourite contacts according to your preferences. All routing rules set for Favourite contact will also apply to VIP contacts. Revision:

27 Chapter 8. Viewing the Call Log Chapter 8. Viewing the Call Log 8.1. Communication log The communication log displays incoming, outgoing and missed calls. Different type of information is shown depending on the type of the call. For example: Time, date, caller name and the duration of connected calls. The communication log is synchronized and will be displayed in all devices connected to the system such as a mobile app, softphone app or a fixed IP phone. The presence icon on each log item show the current presence state, if available, for the contact. You can filter to show all your incoming, missed and outgoing calls or to only show your missed calls. When clicking Clear log you will clear the items currently in view. Table 8.1. Communication Log Icons Type of call Incoming Icon Outgoing Missed Revision:

28 Chapter 9. Feature codes Chapter 9. Feature codes 9.1. Feature codes This section list the different feature codes provided by the system. Different services in the system can be activated using the dial pad of a phone. Note that these feature codes describe the default settings and might differ from your own system. Check with your system administrator to get an accurate list of feature codes to be used ACD group login The ACD agent login/logout feature code allows ACD agents to log in/out to different ACD group numbers. Default activation prefix: *28*, activation suffix #, example: *28*<ACD group id># to use the service, where the <ACD group id> is replaced by the id configured for the ACD group to log in to. Default deactivation prefix: #28*, deactivation suffix #, example: #28*<ACD group id># to log out Call intrusion The call intrusion feature code can be used to intrude on an ongoing call. Default activation prefix: *7*, activation suffix #, example: *7*<number to dial># Common pickup Using the common call pickup feature code, it is possible to pick up any ringing phone that you have been granted right to pick up. Default activation prefix: *5*, activation suffix #, example. *5*# Directed Pickup Using the directed call pickup feature code, it is possible to pick up a specific ringing phone by specifying the phone number, that the user has been granted right to pick up. Default activation prefix: *4*, activation suffix #, example: *4*<number to pickup># Diversion bypass Using the diversion bypass feature code, it is possible to request bypass of a diversion set up by the called party. This is done by adding the diversion bypass prefix in front of the dialled number (Default *60*) followed by the number to dial ending with a #. Default activation prefix: *60*, activation suffix #, example: *60*<destination number>#. For example dialling the extension 1000 with active diversion bypass is done by dialling *60*1000#. Note that this feature is not available for all users. Default deactivation: Not applicable Get my active call Revision:

29 Chapter 9. Feature codes Using the Get my active call feature code it is possibe to pick up an own active call from a mobile phone or softphone to an analog phone. Default activation prefix: *6*, activation suffix #, example: *6*# Override nightmode Using the night mode override feature code it is possible to override the night mode setting of the system. When the featurecode is activated the nightmode is overrided for two hours. You are requierd to provide your PIN code when using the feature. Note that this feature is not available for all users. Default activation prefix: *8*, activation suffix #, example: *8*<PIN>#. Default deactivation: Not applicable Diversion Using the call diversion feature code it is possible to activate and deactivate call diversions. Default activation prefix: *21*, activation suffix #, example: *21*<diversion number># to activate. Default deactivation #21# Schedule event Membership in a user group with "Schedule Admin" rights is required to be able to activate or deactivate scheduling. The schedule ID must be followed by a state number that must be either 0 = Open, 1= Closed or 2 = Forward. Default activation prefix: *124*, activation suffix #. Example: *123*<Schedule ID><state> <duration in minutes, optional><forwarding number, optional># Default deactivation prefix: #124# Set activity Using the activity feature code it is possible to change the activity information set in the system. The actual numbers representing an activity entered for the feature code is configured on system level. Ask your System Administrator for the correct activitiy id:s. Default activation prefix: *23*, activation suffix #, example: *23*<activity id># to set the users activity to the state matching <activity id>. Default deactivation: Not applicable Set role Using the role feature code it is possible to change the role information set in the system. The actual numbers representing a role entered for the feature code is configured in the presence state administration on system level. Ask your System Administrator for the correct numbers. Default activation prefix: *24*, activation suffix #, example: *24*<role id># to set the users role to the state matching <role id>. Default deactivation: Not applicable. Revision:

30 Chapter 9. Feature codes Set role for call Using the set roll for call feature code it is possible to place a call and have it placed as belonging to a selected role, without having to change the presence role setting. For example if the role is set to business but you want to place a single call as belonging to the private role. Default activation prefix: *25*, activation suffix #, example: *25*<role id>*<destination number># to place a call to <destination number> with the role set to <role id>. Default deactivation: Not applicable. Revision:

31 Chapter 10. Accessing voice mail Chapter 10. Accessing voice mail Voice Mail access It is possible to access voice mail using the MiCloud as described above or by placing a call to the voice mail access number configured in the system User authentication The system require the user calling the voice mail access number to be authenticated before access is granted. Authentication is performed in the following ways: Calls placed from an internal SIP phone/softphone are authenticated based on the SIP authentication. No action is needed. Calls placed from external phone associated with the user and calling party number is received by the system - the calling party number is used for authentication. No action is needed. Calls placed from external phone - If you are calling from an external phone you are prompted to enter a phone number and the pin code for authentication. The phone number can be entered with as an international number or local number. The pin code is used to access voic . Ask your System Administrator for your own PIN code. If the client is up and running then you are already authenticated so you can enter a short number for the phone number Listening to voice mail from web page It is possible to listen to voice mail messages by clicking Play in the Inbox using the MiCloud Voice mail management from phone The diagram below show how the voice mail menu navigation is used when calling the voice mail access number configured in the system: Revision:

32 Chapter 10. Accessing voice mail Revision:

33 Chapter 11. Mid call IVR menu Chapter 11. Mid call IVR menu Mid call menu The mid call IVR menu allow users using standard mobile phones without the mobile client to interact with services like attended transfer, call recording and conference calls. For this service to work the call must be routed through the system. Normally this done by using a mobile VPN service from the mobile provider. 1. To start the mid call menu press *#* (star, hash, star) during an active call. 2. Select the service to use from the interactive voice menu by pressing the corresponding key on the phone. See Section , Entering the menu without an active background call. When the menu is active the remote party will be placed on hold. When the menu is closed the call will be resumed, unless a specific option disconnecting the remote party has been selected. It is possible to select to place a second or a new call from the mid call menu. When the second call is connected the original call is still kept on hold. This call is referred to as a background call and the active call as the foreground call. The following sections describe the menu structure and its options. These vary depending if there is a waiting background call or not Entering the menu without an active background call The figure below show the available menu options if there is no active background call. Figure Mid call menu - No background call The available menu options are: 1 - Blind transfer. When this option is selected you are asked to enter the number to transfer the call to. When the number has been entered it is confirmed by pressing the hash (#) key. Revision:

34 Chapter 11. Mid call IVR menu A voice prompt indicating if the blind transfer was successful or not will be played. The blind transfer is considered successful if the transferred party will hear a ring tone from the number to be transferred to. After a succsessful transfer you will be disconnected. If the transfer fails, for example if the wrong number was entered, you will be connected to the remote party again. 2 - Place new call. Place a second call while the original remote party will be kept on hold. When selecting this option you are asked to enter the number to place the second call to. When the number has been entered it is confirmed by pressing the hash (#) key. When the second call is answered it will become the active call. The other call put on hold is the background call. 6 - Start recording. Starts the recording of the active call. 0 - Stop recording. Stops the recording of the active call. * - Exit menu. Press the * key to exit the menu. The * key is also used to cancel a selected menu option and navigate in the menu structure. Note If the active call is a result of a conferencing calls the transfer option is not available Entering the menu with an active background call The figure below show the available menu options if there is an active background call, that is, if you have placed a new second call using the IVR menu, and once again enter the IVR menu for the active call. Figure Midcall menu - With background call The available options are: 1 - Attended transfer. The call will be transferred to the background call on hold. 3 - Swap calls. The background call become the active call, and the previously active call become the background call. Revision: