Istra SP version 7.6. XPad. Digitcom Canadaa. 250 Rimrock Road Toronto, ON M3J 3A6

Transcription

1 Istra SP version 7.6 XPad End-User guide Digitcom Canadaa 250 Rimrock Road Toronto, ON M3J 3A6

2 Table of Content 1. INTRODUCTION About this guide XPad overview System requirements Installing XPad Launching XPad Launching Web XPad First time login Single user Multiple users Uninstalling XPad UNDERSTANDING CENTILE XPAD Main interface State and status bar control State Custom Status Call Control bar DialPad Redial Shortcuts Missed calls Unread voic s Phone parameters settings Management bar Address book View address book Address book toolbar Filter contacts (chatable, callable, by directory) Manage the Address book Add new contact to directory Add contact to favorites View contact ID card Edit and customize contact Search and add unpublished contacts Search contacts Remove personal contact from directory Remove customization to corporate contact Create a new folder under personal directory Call, Voic , Chat histories View Call, Voic , Chat histories Call, Voic , Chat histories toolbar Filter Call, Voic , Chat histories Manage the Call history Callback contact Add number to a new contact Add number to a known contact

3 Copy to clipboard Show/Edit contact details Remove contact(s) Manage the Voic History Play voic Mark the voice message as unread Mark the voice message as read Remove the voice message(s) Manage the Chat history Show logs Remove chat Telephony and Personal settings View Telephony and Personal settings Manage the Telephony settings Telephony parameters Terminal connection Softphone connection Scheduled Conference Forwarding rules View forwarding rules Filter forwarding rules Enable a forwarding rule Disable a forwarding rule Create a personal forwarding rule Enable a forwarding rule for a particular day and time Edit a personal forwarding rule Remove a personal forwarding rule Blacklist Blacklist a contact Disable an enabled blacklisted contact Enable a disabled blacklisted contact Filter Blacklisted contacts Remove a Blacklisted contact Anonymous call rejection Reject anonymous calls Disable anonymous calls Enable anonymous calls Remove anonymous calls Customer Relation Management CRM page overview CRM toolbar Launch CRM when opening an URL at the beginning of incoming call answered only Manage the Personal settings Personal data Amend end-user profile settings Change password XPad application settings Behavior settings Chat Shortcuts Visual settings LDAP integration View LDAP directories LDAP toolbar Import LDAP contacts View LDAP server settings

4 Disable LDAP contacts Enable LDAP Merge LDAP contacts Remove LDAP contacts Outlook integration Import Outlook contacts Merge Outlook contacts USING CENTILE XPAD Manage calls Dial a contact from the Dial pad Dial a contact from directory Dial an Ad Hoc Contact Dial paging group contacts Answer call Put a call on hold Take a call off hold Answer a 2 nd caller while already in a conversation Transfer a call (2 steps) Transfer (2 steps) a 2 nd caller while being in a conversation with 1 st caller Redirect a call (blind transfer) to a corporate contact Redirect a call (blind transfer) to voic Redirect (blind transfer) a 2 nd caller while being in a conversation with 1 st caller Merge parties Pick up a call Intrude Barge-in Steal call Destroy call Record a conversation End a call Leave a voic message to corporate contact Send a message to corporate contact corporate contact Conduct Scheduled conference calls Set up a scheduled conference View scheduled conference Scheduled conference toolbar Filter scheduled conference Edit/Remove/Enter scheduled conference Conduct N-way conference calls Add party to conference End the conference Conduct Blast conference calls Set up a blast conference call End the blast conference ACD XPAD FOR AGENTS ACD XPad overview ACD agent Status Agent panel ACD group panel Calendar timeline ACD Call management

5 5 Istra SP 7.6

6 LIST OF FIGURES Figure 1 Start Menu Figure 2 Desktop and quick launch shortcuts Figure 3 Login interface 1/ Figure 4 Web XPad Figure 5 Connection settings single user Figure 6 Terminal settings Figure 7 Audio settings Figure 8 Login interface multiple users 1/ Figure 9 Uninstalling XPad Figure 10 Main interface Figure 11 XPad State and Status bar control Figure 12 State Figure 13 Forwarded State 1/ Figure 14 Forwarded State 2/ Figure 15 Status Figure 16 Status Figure 17 Status Figure 18 DialPad Figure 19 Redial 1/ Figure 20 Redial 2/ Figure 21 Shortcuts Figure 22 Missed calls Figure 23 Unread voic s Figure 24 Phone parameters Figure 25 Management bar Figure 26 Address book Figure 27 Address book toolbar Figure 28 Filter contacts Figure 29 Chatable contacts Figure 30 Add new contact 1/ Figure 31 Add new contact 2/ Figure 32 Add new contact 3/ Figure 33 Add contact to favorites 1/ Figure 34 Add contact to favorites 2/ Figure 35 View contact ID card 1/ Figure 36 View contact ID card 2/ Figure 37 Edit contact Figure 38 Customize contact Figure 39 Search unpublished contact 1/ Figure 40 Search unpublished contact 2/ Figure 41 Search contact Figure 42 Remove personal contact Figure 43 Remove customization to corporate contact Figure 44 Create a folder under personal directory 1/ Figure 45 Create a folder under personal directory 2/ Figure 46 Create a folder under personal directory 3/ Figure 47 Call, Voic , Chat histories Figure 48 Call, Voic , Chat histories toolbar Figure 49 Filter Call, Voic , Chat histories Figure 50 Missed calls Figure 51 Call history toolbar unknown contact Figure 52 Call history toolbar already registered contact Figure 53 CallBack 1/ Figure 54 CallBack 2/ Figure 55 Add number to a new contact 1/ Figure 56 Add number to a new contact 2/ Figure 57 Add number to a new contact 3/ Figure 58 Add number to a known contact 1/ Figure 59 Add number to a known contact 2/ Figure 60 Add number to a known contact 3/ Figure 61 Copy to clipboard

7 Figure 62 Remove a contact Figure 63 Remove all contacts Figure 64 Play Voic 1/ Figure 65 Play Voic 2/ Figure 66 Mark the message as unread Figure 67 Mark the message as read Figure 68 Remove a message Figure 69 Remove all messages Figure 70 Chat history toobar Figure 71 Chat history Figure 72 Chat logs 1/ Figure 73 Chat logs 2/ Figure 74 Remove chat from chat logs Figure 75 Remove chat from chat logs Figure 76 Telephony and personal settings Figure 77 Terminal connection Figure 78 Softphone connection Figure 79 Softphone audio settings Figure 80 Softphone advanced settings Figure 81 Forwarding rules overview Figure 82 Forwarding rules toolbar Figure 83 Forwarding rules filter Figure 84 Enable a Forwarding rule Figure 85 Disable a Forwarding rule Figure 86 Create a personal Forwarding rule Figure 87 Enable calendar Figure 88 Edit a Personal forwarding rule 1/ Figure 89 Edit a Personal forwarding rule 2/ Figure 90 Remove a Personal forwarding rule Figure 91 Blacklist management toolbar Figure 92 Blacklist a contact 1/ Figure 93 Blacklist a contact 2/ Figure 94 Blacklist a contact 3/ Figure 95 Disable a blacklisted contact Figure 96 Enable a blacklisted contact Figure 97 Filter Blacklisted contacts Figure 98 Remove a contact from blacklist Figure 99 Reject anonymous calls Figure 100 Disable anonymous calls Figure 101 Enable anonymous calls Figure 102 Remove anonymous calls Figure 103 Customer Relation Management default options Figure 104 Customer Relation Management toolbar Figure 105 Launch CRM when opening an URL incoming call start answered only 1/ Figure 106 Launch CRM when opening an URL incoming call start answered only 2/ Figure 108 Launch CRM when opening an URL incoming call start answered only 3/ Figure 108 Personal data Figure 109 Change password Figure 110 XPad settings Figure 111 LDAP settings Figure 112 LDAP management toolbar Figure 113 Import LDAP contacts 1/ Figure 114 Import LDAP contacts 2/ Figure 115 View LDAP server settings Figure 116 Disable LDAP server Figure 117 Enable LDAP server Figure 118 Merge LDAP servers Figure 119 Remove LDAP server Figure 120 Import Outlook contacts 1/ Figure 121 Import Outlook contacts 2/ Figure 122 Merge LDAP servers Figure 123 Dial contact from Dialpad 1/ Figure 124 Dial contact from Dialpad 2/ Figure 125 Dial contact from Dialpad 3/ Figure 126 Call contact from contact directory

8 Figure 127 Dial Ad Hoc contact 1/ Figure 128 Dial Ad Hoc contact 2/ Figure 129 Dial Ad Hoc contact 3/ Figure 130 Answer contact from call panel Figure 131 Answer contact right click Figure 132 Contact answered Figure 133 Put a call on hold from call panel Figure 134 Put a call on hold right click Figure 135 Put a call on hold double click Figure 136 Unhold a call from call panel Figure 137 Unhold a call right click Figure 138 Unhold a call double click Figure 139 Transfer a call call the requested callee Figure 140 Transfer a call from call panel Figure 141 Transfer a call right click from call panel Figure 142 Transfer a call right click caller Figure 143 Transfer a call right click callee Figure 144 Redirect call to corporate contact 1/ Figure 145 Redirect call to corporate contact 2/ Figure 146 Redirect call to voic 1/ Figure 147 Call redirected to voic Figure 148 notification Figure 149 Merge a call from call panel Figure 150 Merge a call right click from call panel Figure 151 Merge a call right click caller Figure 152 Merge a call right click callee Figure 153 Pick up a call 1/ Figure 154 Pick up a call 2/ Figure 155 Intrude call call panel Figure 156 Intrude call right click from call panel Figure 157 Intrude call listen to conversation Figure 158 Barge in Figure 159 Steal call without intruding Figure 160 Steal call after barge in Figure 161 Destroy call Figure 162 Record a conversation call panel Figure 163 Record a conversation right click Figure 164 Record a conversation while barge in Figure 165 End call - from call panel Figure 166 End call right click Figure 167 Leave a voice message to corporate contact 1/ Figure 168 Leave a voice message to corporate contact 2/ Figure 169 Send a message to corporate contact 1/ Figure 170 Send a message to corporate contact 2/ Figure 171 corporate contact Figure 172 corporate contact Figure 173 Schedule a conference 1/ Figure 174 Schedule a conference 2/ Figure 175 Set up a scheduled conference Figure 176 Add new participant Figure 177 conference invitation Figure 178 conference invitation options Figure 179 conference invitation Figure 180 Send invitation - Participants Figure 181 Send conference invitation no recipients selected 1/ Figure 182 Send conference invitation no recipients selected 2/ Figure 183 Conference scheduled Figure 184 Detailed Conference scheduled Figure 185 Conference Schedule toolbar Figure 186 Conference scheduled Filter Figure 187 Edit/remove Conference scheduled toolbar Figure 188 Edit/Remove/Enter Conference scheduled right click Figure 189 Add party 1/ Figure 190 Add party 2/ Figure 191 Parties added

9 Figure 192 End conference from call panel Figure 193 End conference - right click Figure 194 Blast conference 1/ Figure 195 Blast conference 2/ Figure 196 End Blast conference call Figure 197 ACD group information Figure 198 ACD agent status - Idle Figure 199 ACD agent status In pause Figure 200 ACD agent status Ringing Figure 201 ACD agent status In ACD Call Figure 202 ACD agent status In Private Call Figure 203 ACD agent status - Unlogged Figure 204 Agent panel Figure 205 ACD panel Figure 206 Calendar timeline Figure 207 Answer ACD call from toolbar Figure 208 Answer ACD call right click

10 1. INTRODUCTION 1.1 About this guide This guide provides step-by-step procedure information to run and enjoy Centile XPad application. Please note: Centile XPad is synchronized with ISTRA platform and cannot be run on its own. 1.2 XPad overview XPad, available in web-based or standalone modes, is a an interactive desktop interface leveraging the power of the PC and the phone and allowing end-users to self-configure and manage their unified communication settings in a single interface (call control, voic , forwarding rules, corporate and personal contacts, instant messaging, LDAP and Outlook integration, blacklist, conference ). XPad comes with an embedded softphone delivering SIP-based IP communications and services for PC to phone, PC to PC, and phone to PC calls from anywhere in the world. It supports G711, G723, G729 and GSM codecs. XPad web softphone version delivers all the XPad services without the need to install software on the PC. 1.3 System requirements To run XPad application, the following configuration is requested: - Windows XP or Vista operating system - At least 1Gb of RAM MB of free disk space - Macromedia Flash Player - 10/100 Base-T Ethernet connection To connect to XPad, the Enterprise Administrator must provide the end-user with the following information: - Login (ext number) - Password - Server name - Enterprise name 1.4 Installing XPad 1. Download the XPad program: Xpad.exe 2. Save the file Setup-Xpad.exe to your computer 3. After the file is downloaded double click on Setup-Xpad.exe 4. You may get a prompt stating unknown publisher, click Run. 5. After the set up wizard opens, click next to continue. 6. Accept the terms of the License agreement. 7. Choose the folder you would like the program to be installed (default location is c:\programfiles\centile\xpad). Choose the shortcuts and select the users of XPad (all users or only you). 8. Select from the list the start menu folder in which to create the program s shortcut. If the list of folders proposed is not suitable, enter a name to create a new folder. 9. Install XPad on your desktop. 10. Complete the installation. By default, the box run Centile XPad is automatically selected. To run the application at a later date, deselect the box. 10

11 Please note: the installer language is the default OS language. 1.5 Launching XPad This section is applicable if the end-user decides to run XPad later on. Once XPad has successfully been installed on the PC, the receptionist is ready to launch the application. XPad can be launched from different places such as: Start Menu (Programs/Centile/XPad) Desktop and Quick launch shortcuts Start menu: Navigate to the program group Centile, followed by XPad. Click the XPad shortcut. Figure 1 Start Menu Desktop and Quick launch shortcuts: Click on either shortcuts. Figure 2 Desktop and quick launch shortcuts XPad launches itself and you are presented with the following login interface. Please note: the application language uses the default OS language. The language can be changed once logged. Please refer to section Visual settings. 11

12 Figure 3 Login interface 1/2 1.6 Launching Web XPad XPad is also available in web mode. Speak with the enterprise administrator to get the https link e.g. Copy the link in your Internet browser. This will open the Web XPad window Click on the link Open WebXPad 7.6.xx. This will open a window in another browser. Follow same instructions as when launching XPad. Figure 4 Web XPad 1.7 First time login Single user 12

13 1. Connection settings When using XPad for the first time, enter the following: Enter the name Enter the login n (extension n set by the administrator) Enter the password (usually, this is the same password as the one used to check messaging on your voic .) Tick remembers Enter the Host name (server) This is the address used to connect XPad to provider s ISTRA platform Enter the community name. This is the enterprise name. Tick the auto login box (optional) Select Connect. This will open the terminal settings window. Figure 5 Connection settings single user 2. Terminal settings VoicePad, Centile softphone is selected by default. The end-user needs to have a headset to be able to use XPad softphone. Select the terminal of your choice (phone or softphone). If phone selected, the end-user is able to set/select the following: - Number of simultaneous incoming calls received - No waiting calls - Reject incoming calls Select Continue. This will open the audio settings window. Figure 6 Terminal settings 13

14 3. Audio settings (VoicePad softphone) Audio settings include the microphone, the speaker, the ringer and codecs settings. Set the audio as requested. Select Continue. This will launch XPad. Figure 7 Audio settings 14

15 Available codecs: Codec Bandwidth (kbps) G G729 8 G GSM 13 G726 16, 24, 32,40 ilbc Comments G.711u/a often referred to as u-law/a-law: where a-law is the European version and u-law the US/Japanese version Using G.711 for VoIP will give the best voice quality; since it uses no compression and it is the same codec used by the PSTN network and ISDN lines, it sounds just like using a regular or ISDN phone. It also has the lowest latency (lag) because there is no need for compression, which costs processing power. The downside is that it takes more bandwidth then other codecs, up to 84 Kbps including all TCP/IP overhead. However, with increasing broadband bandwidth, this should not be a problem. An ITU standard codec. License required. It offers toll quality speech at a reasonably low bit rate of 8Kbps. However, it is a rather "costly" codec in terms of CPU processing time, therefore some VoIP phones and adapters (notably the Linksys/Sipura/Cisco brands) can only handle one G.729 call (channel) at a time. This can cause calls to fail if the user attempts to use three-way calling, or place simultaneous calls on both lines of a two-line device, and G.729 is the only allowed codec. Dual rate speech coder for multimedia communications transmitting at 5.3 and 6.3 kbit/s. Often used by dialup VoIP users for optimal quality. Same encoding as used in GSM mobile phones (though improved versions are often used nowadays). G.726 is an ITU-T ADPCM speech codec standard covering the transmission of voice at rates of 16, 24, 32, and 40 kbit/s. It was introduced to supersede both G.721, which covered ADPCM at 32 kbit/s, and G.723, which described ADPCM for 24 and 40 kbit/s. G.726 also introduced a new 16 kbit/s rate. The four bit rates associated with G.726 are often referred to by the bit size of a sample, which are 2-bits, 3-bits, 4-bits, and 5-bits respectively. ilbc (internet Low Bitrate Codec) is a FREE speech codec suitable for robust voice communication over IP. The codec is designed for narrow band speech and results in a payload bit rate of kbit/s with an encoding frame length of 30 ms and kbps with an encoding length of 20 ms. The ilbc codec enables graceful speech quality degradation in the case of lost frames, which occurs in connection with lost or delayed IP packets. Multiple users Multiple users can be created. Select the add button Follow the same instructions as for the single user creation. 15

16 Figure 8 Login interface multiple users 1/2 1.8 Uninstalling XPad If you wish to uninstall XPad, please follow instructions below: Close the XPad application. Navigate to the program group Centile, followed by Uninstall. Click the Uninstall shortcut and follow instructions. Figure 9 Uninstalling XPad 16

17 2. UNDERSTANDING CENTILE XPAD 2.1 Main interface When launching XPad, you are presented with the following main interface. The main interface is composed of the following: State and status bar control Call control bar including: - Dial pad - Redial Shortcuts (missed calls, unplayed voic s, phone parameters settings) Management bar including: - Address book (Corporate and Personal contact directories) - Call, voic and chat histories - ACD groups and agent status (when end-user is registered as an agent) - Telephony and personal parameters settings The Dial functionality is detailed in Section 3 - Using Centile XPad The ACD panel is displayed only if the end-user has been declared as an agent. The ACD panel is detailed in Section 4 ACD XPad for agents Figure 10 Main interface State Status Dial pad Address book Call, VM, Chat histories Missed calls Unplayed voic Phone parameters settings Redial Settings ACD 17

18 2.2 State and status bar control The state and status bar control allows the end-user to view his name and ext # as well as manage his state and status. Note: The logout and quit functionalities are available from this bar control. Figure 11 XPad State and Status bar control State By default, the end-user state is set to Online. 1. Change state Select the requested one from the drop down menu. Select Save to activate the new state. The available states are as follows: Online Away Do Not Disturb (DND) Forwarded Invisible Disconnect Quit The end user is available to answer and place calls The end user is away from his desk The end user cannot be disturbed The end user has set a forwarding rule e.g. forward calls to another phone #, mobile #... The end user is available but is seen as appear offline The end user has signed out from XPad The end user has exit XPad Figure 12 State 2. Forwarded state 18

19 When selecting Forwarded, the end-user needs to enter the telephone number to which the call will be forwarded to. Figure 13 Forwarded State 1/2 Figure 14 Forwarded State 2/2 Custom Status When the state is set to Away, the end-user is able to notify the type. 1. Change Status Select the requested one from the drop down menu. Figure 15 Status Away temporarily 19

20 The end-user is able to notify the end date and time of the away temporarily status. Select Away temporarily Select the Custom status Select the status end date Select the status end time Select validate Figure 16 Status Free text The end user is able to type his own text message. Select Free text Type the text message Select validate Figure 17 Status 2.3 Call Control bar The Call control bar is composed of a dial pad and a redial button. DialPad The end-user is enabled to dial manually a telephone number. This will be detailed in section Dial a contact. Figure 18 DialPad Redial The redial button enables the end-user to dial the latest numbers called. 20

21 Select the Redial button. This will unfold a list of contacts the end-user dialed beforehand. Select the number to redial among the list Select Redial to activate the call Figure 19 Redial 1/2 Figure 20 Redial 2/2 2.4 Shortcuts The shortcuts enable the end-user to access directly to missed calls, unread voic and phone parameters settings. They are also accessible from the management bar sub menus call, voic , chat histories and settings. These three shortcuts will be detailed in section Management bar Note: if no calls have been missed, nor voic s left, these two icons will not be displayed. Figure 21 Shortcuts Missed calls Unplayed voic Phone parameters Missed calls Select the missed calls icon to unveil all missed calls. Note: once the missed calls icon has been selected, it will disappear from the shortcut bar and will appear again as soon as the end-user missed a call. Figure 22 Missed calls 21

22 Unread voic s Select the Unread voic s icon to unveil all new voic s. Note: once the unread voic s icon has been selected, it will disappear from the shortcut bar and will appear again as soon as a caller leaves a voice message to the end-user. Figure 23 Unread voic s Phone parameters settings Select the phone icon to unveil the parameters. Please refer to section Telephony settings for more details. Figure 24 Phone parameters 22

23 2.5 Management bar The management bar is composed of the following icons: - Address book - Call, Voic , Chat histories - ACD group - Telephony and personal settings Figure 25 Management bar Address book Call, VM, Chat histories ACD groups Settings The ACD group will be detailed in section 4. ACD XPad for Agent Address book The address book displays all contacts (corporate, personal, LDAP and Outlook). The address book panel enables the end-user to manage contacts as follows: - View all contacts - Filter contacts (chatable, callable, by directory) - Add a new contact to directory - Add contacts to favorites - View contact ID card - Edit and manage contact - Search and add unpublished contacts - Remove contacts from directory - Create a new folder under personal directory View address book 23

24 Select the Address book icon. This will unveil alls contacts. Contacts are filtered by folders (Corporate/Personal/LDAP). Figure 26 Address book Address book toolbar The toolbar enables the end-user to manage contacts. Figure 27 Address book toolbar Filter Add Show Add to favorites Edit Remove Search Filter contacts (chatable, callable, by directory) The end-user is able to filter and view contacts as follows: - Online contacts (callable) - Chatable contacts - Corporate contacts - Personal contacts - Favorite contacts Select the Filter icon. This will open the filter window. Select the filter of your choice e.g. Chatable. This will show Chatable contacts only 24

25 Figure 28 Filter contacts Filter Figure 29 Chatable contacts Manage the Address book Add new contact to directory 25

26 The end-user is able to add contacts to the directory. If no new folders have been created, all new contacts will automatically be created in the personal folder. The end-user is able to move the newly created contact to another folder afterwards. Select the add icon. This will unveil a dropdown menu. Select add a new contact Enter contact information as requested - Contact details - Folder location. If no folder created, the contact will be saved in the personal directory - Tel numbers. Type in the tel number, select the type of number and select save - . Type in the , select save Select save to add the new contact to directory Figure 30 Add new contact 1/3 Figure 31 Add new contact 2/3 Figure 32 Add new contact 3/3 26

27 Add contact to favorites Corporate and Personal contacts can be selected as Favorites. Select a contact from the corporate or personal directory. Either Select the add to my favorites icon. Right click the contact and select add to my favorites. The contact will be added to your favorite contacts. Figure 33 Add contact to favorites 1/2 Figure 34 Add contact to favorites 2/2 View contact ID card 27

28 The end-user is able to view the contact ID card of the contact. Select a contact from the corporate or personal directory. Either Select the show details icon. Right click the contact and select View details. The contact ID card will open. From this window, the end-user is able to edit the contact details and add further details e.g. , tel #... This will be detailed in the edit and manage contact section below. Figure 35 View contact ID card 1/2 Figure 36 View contact ID card 2/2 28

29 Edit and customize contact The end-user is able to edit the contact and customize information. Select a contact from the corporate or personal directory. Either Select the show details icon. Right click the contact and select View details. The contact details window will open. The end-user is able to customize the contact card e.g. add a tel number, change the address Fill in the requested fields please refer to the section Add new contact for details. Select save. This will update the contact ID card. Figure 37 Edit contact 29

30 Figure 38 Customize contact Search and add unpublished contacts Unpublished contacts are contacts that have not been published in the web admin and therefore not visible by the end user. Select the add icon. This will unveil a dropdown menu. Select add an unpublished contact 30

31 Enter a * in the search box Select Search. This will list all unpublished contacts. Untick the contacts you do not wish to be published in the corporate directory. Select Save. Unpublished contacts you have requested to be published will be added to the corporate contacts. Figure 39 Search unpublished contact 1/2 Figure 40 Search unpublished contact 2/2 Search contacts If the end-user cannot find a personal or corporate contact in the directory, he can easily retrieve it by using the search box. Type the contact firstname or lastname e.g. Frederic. All contacts named Frederic will be listed. 31

32 Alternatively, the end-user can type a letter e.g. G in the search box. All contacts will the letter beginning by G either in the firstname or surname will be listed. Figure 41 Search contact Remove personal contact from directory Only personal contacts and customization added to corporate contacts can be removed from directory. Select a contact from the personal directory. Either Select the remove icon. Right click the contact and select Remove. The contact will be removed from the personal contact directory. Figure 42 Remove personal contact 32

33 Remove customization to corporate contact Customization is Please refer to section Edit and customize contact. Select a contact from the corporate directory. Either Select the remove icon. Right click the contact and select remove all customization. The customization will be removed from the contact. Figure 43 Remove corporate contact customization to 33

34 Create a new folder under personal directory Folders allow the end-user to organize his personal contacts into subfolders e.g. Family, Friends, miscellaneous. Select Add new folder under personal directory. This will Edit the folder window. Enter a name for the folder e.g. Family Select Save. The Family folder will be created under the personal contact folder. Figure 44 Create a folder under personal directory 1/3 Figure 45 Create a folder under personal directory 2/3 Figure 46 Create a folder under personal directory 3/3 34

35 2.5.2 Call, Voic , Chat histories The call, voic and Chat histories area displays incoming and outgoing calls (contact name or telephone number, date and time of the call, and call duration), missed calls, voic messages as well as chat messages. View Call, Voic , Chat histories Select the Call, Voic , Chat histories icon. This will unveil alls contacts. Contacts are filtered by folders (Corporate/Personal/LDAP). Figure 47 Call, Voic , Chat histories Call, Voic , Chat histories toolbar The toolbar enables the end-user to manage Call, Voic , Chat histories. Figure 48 Call, Voic , Chat histories toolbar Show contact details Filter Filter by ACD Group Edit contact Call contact Play Remove message Add # to a new contact Add # to a known contact Filter Call, Voic , Chat histories The end-user is able to filter histories as follows: 35

36 - Show all call history - Show only missed calls - Show only incoming calls - Show only outgoing calls - Show all voic s - Show only played voic s - Show only unplayed voic s - Show only chat messages Select the Filter icon. This will open the filter window. Select the filter of your choice e.g. show only missed calls. This will show all missed calls. Figure 49 Filter Call, Voic , Chat histories Figure 50 Missed calls Manage the Call history The call history displays all calls and enables the end-user to filter calls in order to view only missed calls, incoming calls and outgoing calls. Highlighting a contact from the call history panel and selecting the requested icons from the toolbar see figure 51 or right-clicking on a contact (known by end-user or unknown), enable the end-user to perform the following actions: Unknown contact - Callback any incoming, outgoing or missed contacts - Add the telephone number to a new contact - Add a telephone number to a contact from the contact list - Copy the telephone number to clipboard. - Remove a contact from the call history - Remove all contacts from the call history (all contacts must be highlighted at once) 36

37 Figure 51 Call history toolbar unknown contact Call contact Remove Add # to a contact(s) new contact Add # to a known contact Known contact - Show contact details - Edit contact details - Callback any incoming, outgoing or missed contacts - Copy the telephone number to clipboard. - Remove a contact from the call history Figure 52 Call history toolbar already registered contact Show contact details Edit contact details Callback Remove Callback contact Whether the contact is known or unknown, the end-user is able to callback the contact. Or Highlight the contact from the call history panel Select the Call contact icon from the toolbar. This will activate the call control window. Right-click the contact from the call history panel Select Callback. This will activate the call control window. Figure 53 CallBack 1/2 37

38 Figure 54 CallBack 2/2 Add number to a new contact The end-user is able to add an unknown contact to the contact directory. Highlight the contact from the call history panel Select the Add number to a new contact icon Edit contact window. from the toolbar. This will open the Or Right-click the contact from the call history panel Select Add number to a new contact. This will open the Edit contact window. Enter contact information as requested - Contact details - Folder location. If no folder created, the contact will be saved in the personal directory - Tel numbers. Type in the tel number, select the type of number and select save - . Type in the , select save Select save to add the new contact to directory Figure 55 Add number to a new contact 1/3 38

39 Figure 56 Add number to a new contact 2/3 39

40 Figure 57 Add number to a new contact 3/3 Add number to a known contact The end-user is able to add a contact tel number to an existing contact e.g. a contact listed in the directory is calling the end-user from his mobile phone. The end-user is enabled to add this mobile number to the contact. Or Highlight the contact from the call history panel. Select the Add number to a known contact icon from the toolbar. This will open the contact directory. Right-click the contact from the call history panel Select Add number to a known contact. This will open the contact directory. Scroll down the contacts list and select the requested contact to which the mobile number needs to be added to. Select the type of number e.g. work, mobile, home, fax. Select save to add the Tel number to the contact. 40

41 Figure 58 Add number to a known contact 1/3 Figure 59 Add number to a known contact 2/3 41

42 Figure 60 Add number to a known contact 3/3 Copy to clipboard The end-user is able to copy the tel number of a contact (known, unknown) to clipboard. This function is similar to a copy paste. Right-click the contact from the call history panel Select Copy to clipboard Open any doc (word, powerpoint, .) Select CTRL V. The tel number will be pasted. Figure 61 Copy to clipboard 42

43 Show/Edit contact details The end-user is able to view and edit the contact details of a known contact. Please refer to the section View contact ID card and Edit and Customize contact for more details. Remove contact(s) The end-user is able to remove a contact or all contacts at once (known, unknown) from the call, voic , chat history. By default, the call history can host up to 20 contacts. administrator should you wish to amend this amount. Please speak with the enterprise Highlight the contact(s) from the call history panel Select the Remove icon from the toolbar. The contact (s) will automatically be removed from the call, voic , chat history. Or Right-click the contact from the call history panel. Select SHIFT to highlight all contacts at once. Select Remove. The contact (s) will automatically be removed from the call, voic , chat history. Figure 62 Remove a contact 43

44 Figure 63 Remove all contacts Manage the Voic History The voic history displays all voic s and can be filtered in order to view only played and unplayed voic s. Highlighting a contact from the voic history panel and selecting the play voic icon from the toolbar or right-clicking on a contact (known by end-user or unknown) and selecting play voic , enable the end-user to perform the following actions: - Play the voice message - Mark the voice message as read once played - Mark the voice message as unread - Remove the selected voice message 44

45 - Remove all voice messages at once The end-user is also able to perform actions such as: - Callback the person who left the message - Add number to a new contact - Add number to a known contact (contact from the address book) - Copy to clipboard - View contact details (applicable if known contact) - Edit contact (applicable if known contact) Please refer to section Manage Call History for more details. Play voic The end-user is able to play voice messages. Or Highlight a contact from the voic history panel. Select Play voic icon from the toolbar. This will open the call control window and play the voic . Right-click a contact (known by end-user or unknown). Select Play voic . This will open the call control window and play the voic . Figure 64 Play Voic 1/2 45

46 Figure 65 Play Voic 2/2 Mark the voice message as unread One the voice message has been played, the message is automatically marked as read. The end-user is able to change it to unread. Right-click the contact. Select Mark as unread. Figure 66 Mark the message as unread 46

47 Mark the voice message as read The end-user is able to change the status of the voice message even if it hasn t been played. Right-click on the contact Select Mark as read. Figure 67 Mark the message as read Remove the voice message(s) By default, the voic history panel can host up to 20 voice messages. After that amount, the voic box will be full and a caller won t be able to leave any messages. Please speak with the enterprise administrator should you wish to amend this amount. The end-user is able to remove voic (s) from the voic history panel. Or Highlight the contact(s) from the voic history panel Select the Remove icon from the toolbar. The contact (s) will automatically be removed from the call, voic , chat history. Right-click the contact from the voic history panel. Select SHIFT to highlight all contacts at once. Select Remove. The contact (s) will automatically be removed from the call, voic , chat history. 47

48 Figure 68 Remove a message Figure 69 Remove all messages 48

49 Manage the Chat history The Chat history displays all chat messages. Highlighting a chatable contact from the chat history panel and selecting the requested icons from the toolbar see figure 70 or right-clicking on a contact, enable the end-user to perform the following actions: - Show contact details - Edit contact details - Show logs - Remove chat Please refer to the section View contact ID card and Edit and Customize contact for more details about the viewing and edition of contact details. Figure 70 Chat history toobar Show contact details Edit contact details Remove Figure 71 Chat history 49

50 Show logs The end-user is able to view the chat message in details. Right-click the chatable contact Select show logs. This will enable the end-user to view the chat message in details. Figure 72 Chat logs 1/2 Figure 73 Chat logs 2/2 50

51 Remove chat The end-user is able to remove chat from the chat history panel. Or Highlight the contact(s) from the chat history panel Select the Remove icon from the toolbar. The chatable contact (s) will automatically be removed from the call, voic , chat history. Right-click the contact from the chat history panel. Select SHIFT to highlight all chatable contacts at once. Select Remove. The contact (s) will automatically be removed from the call, voic , chat history. Alternatively, chatable contacts can be removed directly from the chat logs page. Figure 74 Remove chat from chat logs 51

52 Figure 75 Remove chat from chat logs Telephony and Personal settings XPad settings display the Telephony and Personal settings. View Telephony and Personal settings Figure 76 Telephony and personal settings 52

53 Manage the Telephony settings Telephony settings enable the end-user to manage the following: - Telephony parameters - Conference - Forwarding rules - Blacklist - Customer Relation Management Telephony parameters Terminal connection The end-user is able to manage his default tel number, his voic notification as well as terminal connection. If more than one terminal is connected to one extension (multi-terminal), the end-user is able to switch between devices and therefore decide to receive and place calls from the chosen device. Additionally, XPad comes with an embedded softphone enabling the delivery of SIP-based IP communications and services for PC to phone, PC to PC, and phone to PC calls from anywhere in the world. Select the parameters sub menu to open the parameters window. Select the custom ID for external call. In the example below, in addition to his PSTN number, the end-user has registered his mobile number and is belonging to the ACD group 211 ( ), to the marketing team ( ) as well as the main company number ( ). Select the voic notification (no notification, or with audio attachement). Select the terminal (physical phone or softphone VoicePad ). Select the number of incoming call the end-user wish to receive at the same time. 53

54 Figure 77 Terminal connection Softphone connection In the event of a softphone connection VoicePad, the end-user will be asked to manage the audio settings: Select the microphone volume Select the speaker volume Select the ringer speaker volume The end-user is able to manage the Softphone codecs. Select Advanced settings. This will open the codecs window. Activated codecs by default are G729, G711a, G711u, GSM. The end-user is able to add codecs as needed. Available codecs supported with VoicePad softphone are Speex, G723, ilbc, G726-16, G726-24, G726-32, G Drag and drop an available codec into the activated codec window. 54

55 Figure 78 Softphone connection Audio settings Figure 79 Softphone audio settings Figure 80 Softphone advanced settings 55

56 Scheduled Conference The end-user is able to schedule and manage conferences, select participants to join and send an confirmation to all. This functionality is only available if this service has been assigned. Please speak to the enterprise administrator. The end-user must also have been declared as Conference Chairman. Please speak to the enterprise administrator. Please refer to section 3.5 Conduct scheduled conference calls for more details. Forwarding rules The end-user is able to create personal forwarding rules and manage corporate ones. Please note: NONE of corporate rules can be edited/deleted by the end-user. The end-user can only remove/edit personal rules. View forwarding rules Select the Forwarding rules sub menu to view the forwarding rules. Figure 81 Forwarding rules overview Corporate rule Enabled Corporate rule Disabled Personal rule Enabled Forwarding rules iconified with a shaded locked locker are the corporate forwarding rules that have been set by the enterprise administrator but that haven t been activated. Forwarding rules iconified with a locked locker are the corporate forwarding rules that have been set by the enterprise administrator that have been activated. 56

57 Forwarding rules iconified with an unlocked locker have been set and activated by the end-user. are the personal forwarding rules that Figure 82 Forwarding rules toolbar Filter Add Edit Enable Disable Remove Filter forwarding rules The end-user is able to filter the forwarding rules as follows: - Enabled forwarding rule - Disabled forwarding rule - All forwarding rules with condition always, on busy, on no answer, on unreachable - All forwarding rules with action redirect and reject - All corporate forwarding rules - All personal forwarding rules Select the Filter icon. This will open the filter window. Select the filter of your choice e.g. enabled. Select the Filter icon. This will show all enabled forwarding rules. Figure 83 Forwarding rules filter Enable a forwarding rule 57

58 The end-user is able to enable forwarding rules. Highlight a disabled forwarding rule. Either Select the enabled icon. Tick the box located next to the forwarding rules to be enabled. Right-click the forwarding rule and select Enable. Figure 84 Enable a Forwarding rule Disable a forwarding rule The end-user is able to disable forwarding rules. Highlight an enabled forwarding rule. Either Select the disabled icon. Tick the box located next to the forwarding rules to be disabled. Right-click the forwarding rule and select Disable. Figure 85 Disable a Forwarding rule 58

59 Create a personal forwarding rule Select the add icon. This will open the forwarding rules settings window. Type a name (optional) Select the condition (always, on busy, on no answer, on unreachable) Select the action (redirect, reject) Select the origin (all, external, internal, anonymous, custom calls) Select the destination (voic , mobile #, custom destination). If custom destination, enter the new destination e.g. home tel # Enable calendar: the calendar enables the end-user to activate a forwarding rule for a particular day and time. Tick enable calendar to open the calendar (optional). This will open the calendar settings. Please refer to section Enable a forwarding rule for a particular day and time Select save to apply the rule.

60 Enable a forwarding rule for a particular day and time The calendar enables the end-user to activate a forwarding rule for a particular day and time of the week. Tick Enable calendar. This will open the calendar (optional). Select the time (Start - End). Tick the day/days requested. Select Save to apply the calendar settings and the forwarding rule. Figure 87 Enable calendar Edit a personal forwarding rule The end-user is able to edit his personal forwarding rules. Please note: Only personal rules can be edited. Highlight the personal forwarding rule to be edited. Either Select the Edit icon Right-click the personal forwarding rule and select edit. 60

61 This will open the edit forwarding rule window. The end-user is able to amend this rule. Please refer to section Create a personal forwarding rule for more details. Figure 88 Edit a Personal forwarding rule 1/2 Figure 89 Edit a Personal forwarding rule 2/2 Remove a personal forwarding rule The end-user is able to edit his personal forwarding rules. 61

62 Please note: Only personal rules can be removed. Highlight the personal forwarding rule to be removed. Either Select the Remove icon. Right-click the personal forwarding rule and select remove. Figure 90 Remove a Personal forwarding rule Blacklist Blacklisting contacts are contacts (internal or external) that, for one reason or another, are being denied a particular privilege or service e.g. cannot call the enterprise. The end-user is able to blacklist contacts. Blacklist a contact Select Blacklist sub menu to view the blacklisted contacts (if any) and to blacklist a contact. Select the add icon. The blacklist window will open. Enter * to view all contacts in the directory or either enter the first digit of a tel number or first letter of name/surname to view the contact to be blacklisted. Select the requested contact to be blacklisted. Select Blacklist to add this contact to the blacklist. Figure 91 Blacklist management toolbar Filter

63 Add Enable Disable Remove Figure 92 Blacklist a contact 1/3 Figure 93 Blacklist a contact 2/3 Figure 94 Blacklist a contact 3/3 63

64 Disable an enabled blacklisted contact The end-user is able to disable a blacklisted contact. The contact will remain in his blacklist but will temporarily be disabled. Highlight the blacklisted contact to be disabled. Either Select the disabled icon. Untick the box located next to the enabled blacklisted contact. Right-click the contact and select disable. Figure 95 Disable a blacklisted contact 64

65 Enable a disabled blacklisted contact The end-user is able to enable a blacklisted contact that has been disabled. Either Highlight the disabled blacklisted contact to be enabled. Select the enabled icon. Tick the box located next to the disabled blacklisted contact. Right-click the contact and select Enable. Figure 96 Enable a blacklisted contact Filter Blacklisted contacts 65

66 The end user is able to filter blacklisted contacts and view only enabled or disabled ones. Select the filter icon. This will open the filter window. Select enabled or disabled as requested. Only enabled or disabled blacklisted contacts will be listed. Figure 97 Filter Blacklisted contacts Remove a Blacklisted contact The end-user is able remove a contact from the blacklist. Highlight the contact to be removed from the blacklist Either Select the Remove icon Right-click the contact and select Remove. Figure 98 Remove a contact from blacklist 66

67 Anonymous call rejection Anonymous calls are calls where caller ID is not listed. The end-user can decide to reject or allow anonymous calls. Reject anonymous calls Select the black list menu. Tick the reject anonymous call box. All anonymous calls will be rejected. Figure 99 Reject anonymous calls Disable anonymous calls The end-user is able to disable anonymous calls previously rejected. Anonymous calls will temporarily be disabled. Highlight anonymous calls. Either Select the disabled icon. Untick the box located next to the enabled anonymous calls. Right-click anonymous calls and select Disable. Figure 100 Disable anonymous calls 67

68 Enable anonymous calls The end-user is able to enable back anonymous calls that have been disabled. Highlight anonymous calls. Either Select the enabled icon. Tick the box located next to the enabled anonymous calls. Right-click anonymous calls and select Enable. Figure 101 Enable anonymous calls Remove anonymous calls The end-user is able remove anonymous calls. 68

69 Highlight anonymous calls. Either Select the Remove icon Right-click anonymous calls and select Remove. Figure 102 Remove anonymous calls Customer Relation Management xpad allows the end-user to pop up a CRM (Customer Relation Management) contact file previously created. It enables the end-user to view the callee s contact details and information related to this contact when placing or receiving calls (depending on configuration). By default, 4 CRM options are created. These CRM options can be edited modified but cannot be deleted. They need to be enabled in order to By default these CRM options are disabled. CRM page overview This is the first window the end-user will see when opening the CRM menu. 69

70 Figure 103 Customer Relation Management default options 4 types of call are distinguished: - At the beginning of incoming calls - At the end of incoming calls - At the beginning of incoming calls - At the end of outgoing calls 2 types of conditions for each category: - On all calls (the CRM opens when phone rings) - On answered calls only (the CRM opens when answering the call) 3 types of actions are available for each category of call: - Open an URL, via the web browser, or another associated application - Ask the URL to a server via an http request. The server in this case finds a web address in order to be opened via xpad. - Open an application: allows the execution of the application (*exe) The different variables available to set parameters at command line (.exe), web request (URL) or HTTP levels are: - Profile User name: full name used when connecting to C2CFE for the first time Password: password used when connecting to C2CFE for the first time Login: login used when connecting to C2CFE for the first time Ext #: the user extension # Community: name of the Enterprise Host: server on which the Enterprise is hosted - Call 70

71 Call duration: call duration in seconds Call start date: JJ/MM/YYYY Call end date: JJ/MM/YYYY Caller: tel number of the caller Callee: tel number of the callee CRM toolbar Figure 104 Customer Relation Management toolbar Edit Enable Disable This toolbar enables the end-user to edit, enable or disable a CRM option. Launch CRM when opening an URL at the beginning of incoming call answered only 1. Edit the CRM option of your choice already pre-registered 2. Tick Enable if not already done 3. Amend the conditions if needed e.g. select all calls 4. Tick with confirm (optional) 5. Select the action: open web browser 6. Type in the URL in the path as well as parameters e.g. callee, call start This will look like: 7. Click on save. This will end the configuration process. NOTE: When adding a field, please make sure that the mousse cursor is at the end of the last field entered. These fields (end-user, call and caller information) are automatically registered onto the company server and will allow the end-user to access the CRM and therefore create a contact file when incoming call starts. Figure 105 Launch CRM when start answered only 1/3 opening an URL incoming call 71

72 All answered calls by the end-user will pop up a CRM contact card (taking into account that the caller number has been entered into the CRM previously. Figure 106 Launch CRM when opening an URL incoming call start answered only 2/3 1. The end-user receives a call from The end-user answers the call. 3. A confirmation Open a CRM link is requested (as selected when creating the CRM option). Click submit to open the CRm contact caller card. Figure 107 Launch CRM when opening an URL incoming call start answered only 3/3 72

73 Note: Follow similar instructions when opening an application or a url request Manage the Personal settings Personal settings enable the end-user to manage the following: - Personal data (password, , tel numbers.) - XPad settings (behaviour, chat, shortcuts, visual ) - LDAP integration - Outlook integration Personal data The end-user is able remove telephone numbers previously entered, add a second address and amend his password. Amend end-user profile settings Select the Personal data menu. This will edit the end-user profile. Remove tel number, add address as needed. Select Save to apply the new settings. Figure 108 Personal data 73

74 Change password Tick the change password box. Enter the current password. Enter the new password. Confirm the new password. Select Save to apply new settings. Figure 109 Change password XPad application settings XPad settings include the behavior, Chat, shortcuts and visual settings. Behavior settings The end-user is able to activate/deactive the behavior settings by ticking/unticking the relevant boxes: - Restore XPad on new call - Warn end-user on multi-terminal activity - Restore XPad on new voic message - Start XPad with Windows - Minimise XPad when starting - Quit XPad instead of iconifying in systray - Confirm redial - Warn end-user when there are pending changes 74

75 The end-user is able to select the default page when launching XPad: - Address book - Call, voic , char histories - ACD Group Chat The end-user is able to manage chat settings by ticking/unticking the relevant boxes: - Restore on new test - Play a sound on incoming chat (always, only on focus lost) - Store chat logs Shortcuts Shortcuts available with XPad are: - CTRL + F1 to CTRL + F12 - SHIFT + F1 to SHIFT + F12 - ALT + F1 to ALT + F12 The end-user is able to use a shortcut to open the XPad application e.g. CTRL + F3 The end-user is able to use a shortcut when calling a number e.g. CTRL + F1 - Highlight a number anywhere (on a word doc, in an signature, in call history, in address book ) - Press CTRL + F1. The outgoing call will go through. A dial prefix number can be set as well as a call confirmation. Visual settings The end-user is able to manage the visual settings by ticking/unticking the relevant boxes: - Contact display (Firstname/Lastname or Lastname/Firstname) - Language (available in Russian, English, Finnish, Esyonian and French) - Font size - Delay between tips (ms) - Date format Figure 110 XPad settings 75

76 LDAP integration The end-user is able to import LDAP contacts to the address book. View LDAP directories Select LDAP menu. This will show all LDAP directories. In the example below, the administrator has set the LDAP server parameters by default. Select the Add icon. This will open the LDAP import window. Figure 111 LDAP settings 76

77 LDAP toolbar Figure 112 LDAP management toolbar Enable Disable Refresh Add Show Remove Merge Import LDAP contacts Contact your service provider or system administrator if you do not know the appropriate settings. Enter the LDAP server name (optional) Enter the LDAP server. This is compulsory and can be obtained from the service provider Port is the port number for the LDAP server. This is compulsory and can be obtained from the service provider Enter a Security protocol - SSL (Secure Sockets Layer) determines whether Receptionist uses SSL to connect to the directory server. Note that enabling SSL may require the use of a different port. - TSL is the new version of SSL. Login corresponds to the LDAP server login. This is compulsory and can be obtained from the service provider Password corresponds to the user name receptionist uses when connecting to the directory server and conducting searches. This is compulsory and can be obtained from the service provider Search Base determines the location in the directory server tree that the end-user looks in when executing a search. Recursive, when checked, searches all sub-trees within the search base until the specifications are found. Search Filter specifies an additional search filter to apply to all directory searches. For example, to include the search criteria in the filter you must include (cn=* SEARCH_ 77

78 TEXT *). Alternatively, in another example, (telephonenumber=*) restricts search results to users who have a telephone number assigned. Enter a dial prefix (optional) Select check connection to make sure you are connection to LDAP server. Customed LDAP fields is a table that controls the way that receptionist maps attributes returned from the directory server to columns displayed in the list of search results. In each row of the table, are entered an LDAP attribute in the Remote Name column. In the Local Name column, are entered a corresponding local attribute. Speak with your administrator if you wish to amend any field. Select Save to integrate the LDAP directory. All LDAP contacts will be listed in the corporate contact directory. Figure 113 Import LDAP contacts 1/2 Figure 114 Import LDAP contacts 2/2 78

79 Contacts represented with are LDAP contacts. View LDAP server settingss The end-user is able to view the LDAP server parameters settings. Select show details icon. This will open the LDAP server settingss window. Figure 115 View LDAP serverr settings Disable LDAP contacts The end-user is able to disable the LDAP contacts previously imported. The LDAP contacts directory will temporarily be disabled.

80 Highlight the LDAP contact directory. Either Select the disabled icon. Untick the box located next to the enabled LDAP contacts. Right-click LDAP contacts and select Disable. Figure 116 Disable LDAP server Enable LDAP LDAP contacts must be enabled in order to be imported. If the LDAP contacts have been disabled, the end-user is able to enable them back. The LDAP contacts directory will be shown again. Highlight the LDAP contact directory. Either Select the enabled icon. Tick the box located next to the disabled LDAP contacts. Right-click LDAP contacts and select Enable. Figure 117 Enable LDAP server 80

81 Merge LDAP contacts LDAP contacts are automatically imported into the corporate folder. The end-user is able to merge all or selected LDAP contact into a personal folder. The end-user is also able to merge all together LDAP contacts belonging to 2 different servers and import them into a personal folder of his choice. The folder must have been created previously. Please refer to section create a new folder under the personal directory. Select the merge icon. This will open the LDAP contact directory. Untick contacts you do not wish to merge. Select the folder that will host LDAP contacts. Select Save to merge LDAP contacts to the personal folder Family. Figure 118 Merge LDAP servers 81

82 Remove LDAP contacts The end-user is able remove LDAP contacts. Highlight LDAP contacts. Either Select the Remove icon Right-click LDAP contacts and select Remove. Please note: LDAP contacts imported by default by the administrator cannot be removed. Figure 119 Remove LDAP server Outlook integration Outlook contacts to the address book. The end-user is able to import Import Outlook contacts Please contact your service provider or system administrator if you do not know the appropriate settings. 82

83 Select the Outlook settings menu. This will open the Outlook import window. Tick enable. Enter a folder name. Recursive, when checked, searches all sub-trees within the search base until the specifications are found. Requires authentication, when checked, asked the receptionist to enter a login and password. This is mandatory if Outlook asks for a login/password. Centile advice not to fill it in. Enter dial prefix (optional) Check connection Select Save. This will import your Outlook contacts into the Outlook folder. Figure 120 Import Outlook contacts 1/2 Figure 121 Import Outlook contacts 2/2 83

84 Contacts represented with are Outlook contacts. Merge Outlook contacts Outlook contacts are automatically imported into the Outlook folder. The end-user is able to merge all or selected Outlook contacts into a personal folder of his choice.the folder must have been created previously. Please refer to section create a new folder under the personal directory. Select the merge icon. This will open the Outlook contact directory. Untick contacts you do not wish to merge. Select the folder that will host Outlook contacts. Select Save to merge Outlook contacts to the personal folder Family. Figure 122 Merge LDAP servers 84

85 85 Istra SP 7.6

86 3. USING CENTILE XPAD 3.1 Manage calls Centile XPad enables the end user to manage outgoing and incoming calls as well as scheduling conferences, transferring calls, merging calls, redirecting calls, picking up a call on behalf of someone else. Dial a contactt from the Dial pad Select the dialpad icon on the call panel. The Dialpad opens. Enter the number and select Dial. The called party phone rings and the call appears as calling in the call control panel. When the call is answered by the destination number, the call appears as in conversation. The end-user status is set to busy. Figure 123 Dial contact from Dialpad 1/3

87 Figure 124 Dial contact from Dialpad 2/3 Figure 125 Dial contact from Dialpad 3/3 Dial a contact from directory 87

88 Look for the contactt you wish to call by searching the contact directory. Either Double click the contact in the directory Right click the contact The called party phone rings and the call appears as calling in the call control panel. When the call is answered by the destination number, the call appears as in conversation. The end-user status is set to busy. Figure 126 Call contact from contact directory Dial an Ad Hoc Contact An Ad Hoc contact is a person that is not listed in the contact directory. Select the The Dialpad Enter the number phone rings and call control panel. destination conversation. dialpad icon on the call panel. opens. and select Dial. The called party the call appears as calling in the When the call is answered by the number, the call appears as in The end-user status is Note: if a dial prefix is it before typing the set to busy. requested e.g. 0, please compose telephone number. Figure 127 Dial Ad Hoc contact 1/3

89 Figure 128 Dial Ad Hoc contact 2/3 Figure 129 Dial Ad Hoc contact 3/3 89

90 Dial paging group contacts Centile has implemented the paging functionality, available with XPad. The paging functionality allows the end-user for example to leave a message to a group of people belonging to the paging group. When hanging up, this message will be played on the telephone of the people from the paging group without the need for them to off hook the handset. Please speak to the enterprise administrator to enable this IVR and give you the IVR # to dial). Please process the same way as dialing a contact from the Dialpad. Answer call Either Select Answer on the Call panel. Right-click the caller and select Answer. The call appears as panel The end-user call is answered, it will the end-user status will incoming call in the call control status is set to ringing. When the appear as in conversation and be set to busy. Note: In the telephony settings, the end-user has set the maximum numbers of simultaneous calls to 5. He will have to put the active call on hold before answering the second one and so on. Please refer to section Put a call on hold for more details. To retrieve a call on hold, unhold the call. Please refer to section Unhold a call for more details. Figure 130 Answer contact from call panel 90

91 Figure 131 Answer contact right click Figure 132 Contact answered 91

92 Put a call on hold Answer the call Either Select Hold on the Call panel to hold the call. Right-click the caller and select Hold. Double click on the active call. Figure 133 Put a call on hold from call panel Figure 134 Put a call on hold right click 92

93 Figure 135 Put a call on hold double click Take a call off hold Either Select Unhold on the Call panel to unhold the call. Right-click on the call and select Unhold. Double click on the held call. 93

94 Figure 136 Unhold a call from call panel Figure 137 Unhold a call right click double click Figure 138 Unhold a call 94

95 Answer a 2 nd caller while already in a conversation The end-user is in a conversation with a caller and receives a second incoming call. Put the first caller on hold Answer the second caller Put second caller on hold Unhold the first caller Please refer to sections Answer a call, Put a call on hold and Take a call off hold for more details. Transfer a call (2 steps) A 2 steps transfer allows the end-user to announce the caller to the called party e.g. - A is calling B (the end-user) - A wants to talk to C (Sébastien Pichon, ext # 262) - B is calling C, announcing the caller A - B is transferring A to C Answer the incoming call. Call the person to transfer the call to and announce the caller. The caller will be put on hold automatically. Link the two calls to be transferred together by pressing the CTRL key and highlighting them on the call panel. This must be done for both calls, thereby identifying the calls being linked. Either Select Transfer on the call panel. Right click the 2 highlighted contacts and select Transfer Right-click the caller on hold and select Transfer call. Right-click the callee (person to whom the caller wants to talk to) and select Transfer call. The end-user will be disconnected while the 2 parties will be talking to each other. 95

96 Figure 139 Transfer a call call the requested callee Figure 140 Transfer a call from call panel Figure 141 Transfer a call right click from call panel 96

97 Figure 142 Transfer a call right click caller Figure 143 Transfer a call right click callee 97

98 Transfer (2 steps) a 2 nd caller while being in a conversation with 1 st caller. The end-user is in a conversation with a caller and receives a second incoming call. This second caller wish to the transferred immediately to a corporate contact. Put first caller on hold Answer the second caller Transfer the second caller to requested contact. The caller will be put on hold directly. Follow instructions as in section Transfer (2 steps) a call. Unhold the first caller Redirect a call (blind transfer) to a corporate contact A blind transfer occurs when a call is transferred without an introduction. Answer the incoming call. Select redirect on the Call panel to redirect the call. The DialPad opens. Enter the requested ext #. Select redirect. The two parties are in communication. Please note: Blind transfer do not require answering or highlighting the call before selecting redirect but is it advise to answer the caller to be able to redirect to the requested destination. Figure 144 Redirect call to corporate contact 1/2 98

99 Figure 145 Redirect call to corporate contact 2/2 Redirect a call (blind transfer) to voic This action is useful if no forwarding rules have been enabled e.g. redirect all calls to voic on no answer/on busy. Either or Select redirect on the Call panel to redirect the call to voic . The DialPad opens. Enter the voic number e.g. 555 Select redirect. The call will be sent to the end-user voic box. The end-user will receive an with the audio message (taking into account that the voic with attachment notification has been selected). Please refer to section Terminal connection for more details. Select redirect to voic icon. The caller will automatically be connected to the end-user voic . Figure 146 Redirect call to voic 1/3 99

100 . Figure 147 Call redirected to voic Figure 148 notification 100

101 Redirect (blind transfer) a 2 nd caller while being in a conversation with 1 st caller. The end-user is in a conversation with a caller and receives a second incoming call. This second caller wish to be redirected immediately to a corporate contact. Put first caller on hold Answer the second caller Redirect the second caller to requested contact. Follow instructions as in section redirect (blind transfer) a call to a corporate contact. Unhold the first caller and continue the conversation. Merge parties Answer the incoming call. Call the person to merge the call to. The caller will be put on hold automatically. Link the two calls to be merged together by pressing the CTRL key and highlighting them on the call panel. This must be done for both calls, thereby identifying the calls being linked. Either Select Merge on the call panel. Right click the 2 highlighted contacts and select Merge Right-click the caller on hold and select Merge call. Right-click the callee (person to whom the caller wants to talk to) and select Merge call. The end-user will be disconnected while the 2 parties will be talking to each other. 101

102 Figure 149 Merge a call from call panel Figure 150 Merge a call right click from call panel 102

103 Figure 151 Merge a call right click caller Figure 152 Merge a call right click callee Pick up a call Call Pickup allows the end-user to pick up a call that is incoming on the address book contact. This is useful for when you want to answer a call on the contact s behalf, or if the contact is currently not on hand to answer the call. 103

104 Right click the ringing contact. Select Pick up the call. The call panel shows a new in conversation line representing this call. Figure 153 Pick up a call 1/2 Figure 154 Pick up a call 2/2 104

105 Intrude Call Intrude allows the end-user to listen to a caller s conversation leaving a voice message to the enterprisee voic or the end-user personal voic . When the caller is leaving a voice message, either Select Intrude on the call panel. Right click the contact in the call panel and select Intrude. The end-user is able to listen to the conversation without the caller noticing it. He then can decide to answer the call. Please refer to section Barge in. Figure 155 Intrude call call panel Figure 156 Intrude call right click from call panel

106 Figure 157 Intrude call listen to conversation Barge-in Call Barge-in allows the end-user to enter into the caller s conversation while leaving to a voice message. The end-user is able to barge in personal calls, voic , or groups to whom she belongs. After intruding a call and listening to the conversation, select Barge in. The end-user will then be in a conversation with the caller. Figure 158 Barge in 106

107 Please note: after listening to the conversation, the end-user can also decide not to barge in the call and select steal, record or hang up instead. Steal call Steal call allows the end-user to answer to the caller leaving a voice message. Either Select Steal Call on the call panel. Right click the caller and select Steal call. This will enable the end-user to answer the call. Figure 159 Steal call without intruding 107

108 Figure 160 Steal call after barge in Destroy call Destroy call allows the end-user to make a term to the call. Either Select Destroy Call on the call panel. Right click the caller and select Destroy call. This will make a term to the conversation. Figure 161 Destroy call Record a conversation 108

109 Record a conversation allows the end-user to record the conversation of an incoming, outgoing call, or while barging in a call. Either Select Record on the call panel. Right click the caller and select Record. This will record the conversation. Figure 162 Record a conversation call panel Figure 163 Record a conversation right click 109

110 Figure 164 Record a conversation while barge in End a call 110

111 Ending a call allows the end-user to end a conversation by disconnecting the calling party. Please note: The end-user can end a call without answering the caller. Answer or do not the caller Either Select Hang up on the Call panel. Right click the incoming call and select Hang up. The calling party is disconnected when the Hang up button is selected. Figure 165 End call - from call panel Figure 166 End call right click 111

112 3.2 Leave a voic message to corporate contact The end-user is able to leave a voic message to a corporate contact. Right click the requested contact. Select leave a voic message. The call will automatically be redirected to the contact voic box. Figure 167 Leave a voice message to corporate contact 1/2 Figure 168 Leave a voice contact 2/2 message to corporate 112

113 3.3 Send a message to corporate contact The end-user is able to send a message to a corporate contact from the address book. Right click the requested contact. Select send message. This will open the send message window. Write the text message and select Save. Figure 169 Send a message to corporate contact 1/2 Figure 170 Send a message to 2/2 corporate contact 113

114 3.4 corporate contact The end-user is able to a corporate contact from the address book. Right click the requested contact. Select . This will open the mailer. Write the text message and select send. Figure 171 corporate contact Figure 172 corporate contact 114

115 3.5 Conduct Scheduled conference calls The end-user is able to conduct scheduled conference. This functionality is only available if this service has been assigned. Please speak to the enterprise administrator. The end-user must also have been declared as Conference Chairman. Please speak to the enterprise administrator. Set up a scheduled conference Select the Scheduled conference icon. Select the add button. This will allow the end-user to schedule a conference. Enter the Topic (mandatory) Enter the date and time of the conference. Select OK. Select participants. - Corporate contacts: Enter a letter in the search corporate contacts box and select a contact - New participants (not registered in the corporate contact directory). Fill in the requested field (tel number, , first name, last name), tick save it as personal contact (optional) and select save contact. Define an assistant (optional). The assistant monitors the conference call and guides participants facing difficulties to join in. It can be a user or a group of users. Define a password (optional). The conference can be password-protected in additional to the required knowledge of the number of the room. The password is made of digits only. Conference access is displayed. This is the number the participants need to dial to join the conference. Select save to take into account the date and time. This will open the conference invitation window. Figure 173 Schedule a conference 1/2 115

116 Figure 174 Schedule a conference 2/2 116

117 Figure 175 Set up a scheduled conference Topic Date and Time Participants Assistant Password Conference access Figure 176 Add new participant Figure 177 conference invitation 117

118 Privacy settings (optional) Before sending invitation to participants, you may: - Tick/untick participants with Bcc - Tick/untick participants phone numbers options (optional) If your format looks bad, you may select options. Select Apply mailer setting. Figure 178 conference invitation options Send conference invitation Select new participants. This will open the mailer. Send the invitation to new participants (including the assistant) Figure 179 conference invitation 118

119 Figure 180 Send invitation - Participants Send conference invitation no recipients selected (Assistant and participants) The end-user can decide to select participants afterwards. This conference invitation window will then be displayed. Select Click here to open the mailer. Add each participant as recipients. Send the . Figure 181 Send conference invitation no recipients selected 1/2 Figure 182 Send conference invitation no recipients selected 2/2 119

120 View scheduled conference Once Conference has been scheduled, the end-user is able to view it. To view the detailed scheduled, left click the conference. This will unveil the chairman, participants and assistant. Figure 183 Conference scheduled 120

121 Figure 184 Detailed Conference scheduled Scheduled conference toolbar Figure 185 Conference Schedule toolbar Add Edit Enter Remove Filter Filter scheduled conference The end-user is able to filter the scheduled conference as follows: - Enabled conference - Future conference - Previous conference Figure 186 Conference scheduled Filter Edit/Remove/Enter scheduled conference 121

122 Once the conference has been set up, the end user is able to edit, enter or remove the conference. Highlight the conference. Either Select from the conference toolbar the requested button: Edit, Enter Right click and select Edit, Remove or Enter. Remove or Figure 187 Edit/remove Conference scheduled toolbar Figure 188 Edit/Remove/Enter Conference scheduled right click 3.6 Conduct N-way conference calls The end-user is able to organize n-way conference calls. Add party to conference The Add party button enables the end-user to organize N-Way conference calls. Answer the incoming call Select Add party Dial the 2 nd contact to join and select add party The 2 parties are in the conference Please note: you can add as many callers in the conference.

123 Figure 189 Add party 1/2 Add party Figure 190 Add party 2/2 123

124 Figure 191 Parties added End the conference Either Select Hangup on the call panel Right click the contact and select Hangup. Figure 192 End conference from call panel 124

125 Figure 193 End conference - right click 3.7 Conduct Blast conference calls The end-user is able to conduct blast conference. Set up a blast conference call Highlight all contacts to join the conference. Select Place Blast call. All parties will be called at once and will join the conference. Figure 194 Blast conference 1/2 125

126 Figure 195 Blast conference 2/2 End the blast conference Either Select Hangup on the call panel Right click the contact and select Hangup. Figure 196 End Blast conference call 126

127 4. ACD XPAD FOR AGENTS XPad comes with ACD functionalities enabling enterprises to have a Call Center activity within their premises. In order for this ACD XPad to be operational, the enterprise administrator must have previously declare the user extension as an agent and assign it to an ACD group*. *An ACD Group is represented by an extension number which regroups several extensions. Please refer to ACD Agent and Supervisor console for more details. 4.1 ACD XPad overview The ACD section enables the ACD agent to: - Log in, Log out to/from the ACD XPad - Put his status to pause/un-pause - View his status (idle, in pause, unlogged, ringing, in ACD call, in private call) - View the agent zone (date and time of ACD session connection, missed calls.) - View the ACD group zone (groups to which he belongs, number of agents in a call, number of clients in a queue, syndical pause..) - View the opening/closing hours (calendar time line) - Answer ACD calls Figure 197 ACD group information 4.2 ACD agent Status 127

128 ACD agent status are idle, in pause, ringing, in ACD call, in private call, unlogged Status set to in private call means that the end-user received an incoming call on his extension number and not on the ACD group number. Figure 198 ACD agent status - Idle Figure 199 ACD agent status In pause Figure 200 ACD agent status Ringing Figure 201 ACD agent status In ACD Call Figure 202 ACD agent status In Private Call Figure 203 ACD agent status - Unlogged 4.3 Agent panel 128

129 The agent ACD group statistic panel enables the agent to have access to the following information: - Status (ringing, idle, unlogged, in ACD call, in pause, in private call, date and time of the day (server time) - Date and time the agent logged himself into the ACD session (server time) - Since when (date and time) the agent is available to take a call (server time) - The number of missed ACD calls - The number of received calls when unreachable Figure 204 Agent panel 4.4 ACD group panel The ACD group panel enables the agent to have a view of the following: - ACD group to which he belongs e.g. ACD Group 211. (an agent can belong to more than one ACD group) - Number of agents in a group - Number of agents in a call - Number of clients in a queue - Maximum numbers of clients in a queue - The syndical pause (length of time given to the agent to answer to the next call) - The Calendar timeline (Call Center s opening and closing hours represented in green) Figure 205 ACD panel 4.5 Calendar timeline A calendar, created from Istra web admin, let the enterprise administrator define regular rules (opening and closing hours) from Monday to Sunday throughout the year. Exceptions can be set (bank holidays for instance) and will overlap the regular rules previously set. The calendar timeline represents the opening and closing hours of the Call Center (green field). The red field represent the time of the day (server time). Figure 206 Calendar timeline When a customer is calling the call center out of the timeline calendar (before opening hours or after closing hours), his call will not be answered by agents. He will either be disconnected if no closing hours announcement has been set at web 129

130 admin level by the administrator or will hear the closing hours announcement if announcement is set. 4.6 ACD Call management All ACD calls are answered the same way as for private calls as well as other calls management. Please refer to the user guide related sections for more details. Figure 207 Answer ACD call from toolbar Figure 208 Answer ACD call right click 130