BT CLOUD VOICE COMMUNICATOR USER GUIDE.

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1 BT CLOUD VOICE COMMUNICATOR iphone EDITION. USER GUIDE.

2 WHAT S IN THIS GUIDE. 1. Introduction Overview Audience 3 2. Requirements Hardware & Software Requirements Licensing Requirements Network & Firewall Requirements 5 3. Login & Password Management Logging In Managing your Username & Password 6 8. Instant Messaging Chat Tab Chat Group Chat (Ad-Hoc Rooms) Audio & Video Calls Dial Pad Tab Placing A Call Handling Incoming Calls Handling An Established Call Call History Tab Getting Started First screen Final screen 7 5. Main Tabs Directory Tab Settings Tab Call Settings Automatic Sign In Contacts Tab Adding a Contact Editing Contact Details My Room Multi Device Buddy Troubleshooting. 22 2

3 1. INTRODUCTION. 1.1 Overview. Welcome to the BT Cloud Voice Communicator. It brings together all your mobile and desktop devices (including Windows, Mac, ios and Android) so that they work in harmony, and is packed with features that have been designed to make your working day easier. Over the next pages, we will show you how to install, login and begin using BT Cloud Voice Communicator iphone Edition in an easy-to-follow, step-by-step guide. This version is for Apple iphone, and uses a Wi-Fi or cellular connection to make and receive calls. 1.2 Audience. This document is intended for you if you will be using, or you are an administrator of, BT Cloud Voice Communicator iphone Edition. 3

4 2. REQUIREMENTS. First of all, you ll need to check that you meet the following installation and licensing requirements. Speak to your Administrator if you aren t sure. 2.1 Hardware & Software Requirements. Your device must run on ios 4.3 or higher. To check your operating system on the home screen, navigate to: Settings > General > About Supported Devices This version of BT Cloud Voice Communicator should run on: iphone 4 iphone 4S iphone 5 iphone 5S 2.2 Licensing Requirements. Your account will need to include the Communicator Team Add-On in order to use the Smart Phone application. 4

5 2. REQUIREMENTS. 2.3 Network & Firewall Requirements. IMPORTANT NOTE: You need an active Internet connection to login to BT Cloud Voice Communicator and then use it to make and receive calls. We strongly recommend that you use a known, stable, secure and correctly configured Wireless LAN and use BT Cloud Voice Communicator over this Wi-Fi connection. If you are unsure, please speak to your system administrator for advice and help. BT Cloud Voice Communicator lets you to decide whether you want to make a native Android call or a VoIP Call. There is also an Always Ask option available to give you the choice every time you use your phone. The iphone dialling service is recommended for use over a 3G connection. With the VoIP Call setting, if there is no Wi-Fi connection, the app will try to use the cellular data channel instead. Service and voice quality may not be as good and data charges with your mobile carrier will apply. You may need to allow outbound access for the following on your firewall: Protocol Destination Destination Port HTTPS ucoffice.yourservices.co.uk ucoffice.yourservices.co.uk & webcollab.ucoffice.eu uss01-ipcomms.bt.com uss02-ipcomms.bt.com & ucoffice.eu ums01-ipcomms.bt.com ums02-ipcomms.bt.com & TCP 443 TCP 5222 TCP 1081 TCP 5281 TCP 5269 TCP 8443 XMPP SIP ucoffice.eu ums01-ipcomms.bt.com ums02-ipcomms.bt.com & uk.ic.hnt.hipcom.co.uk uk.ic.56hnt.hipcom.co.uk & TCP 5222 TCP 1081 TCP 5281 TCP 5269 _sip_udp.ipcomms-btblnwsbs09.bt.com / /29 UDP/TCP 5060 to

6 2. REQUIREMENTS. RTP uk.ic.hnt.hipcom.co.uk uk.ic.56hnt.hipcom.co.uk UDP to & / /29 DNS Supplied locally UDP/TCP 53 The local requirements can vary from installation to installation; ask your system administrator for details or help if you need it. 6

7 3. LOGIN & PASSWORD MANAGEMENT. 3. Download & Installation. You can download and install BT Cloud Voice Communicator iphone Edition directly from the iphone App Store. It s very easy just search for BT Cloud Voice Communicator and install the application. 3.1 Logging In. Once BT Cloud Voice Communicator has been installed, you can open it as you would any other app. Just tap the BT Cloud Voice Communicator icon (as shown) to launch it. The first thing you will see is the login screen: Just enter your username and password (more below) into the appropriate boxes and tap Sign in, and you re on your way. 3.2 Managing your Username & Password. You ll need to login to BT Cloud Voice Communicator with your official Application Username and Password, which you should have received in your Welcome or Service Modification . Your Username should take the format: (for example You can change your password through the Business Portal please follow standards for Password Protection Policies to make sure it s as safe as possible. 7

8 4. GETTING STARTED. 4.1 First screen. The first thing you will see when you login to BT Cloud Voice Communicator is its first tab. When this appears, you re ready to begin. 4.2 Final screen. When you want to close down the app, scroll to the bottom of the screen from the Settings tab and tap Sign out. Alternatively, double-tap the home button on the iphone and swipe the minimised BT Cloud Voice Communicator screen towards the top of the phone to close the application. 8

9 5. MAIN TABS. When you start BT Cloud Voice Communicator for the first time, your contacts list will be empty. You can use the search field to find people and add them to your contacts list or they can be added manually by tapping the Add button. The main view contains five tabs at the top that give you information about your contacts and communication options. These are: Chat Dial Pad History Contacts Settings 9

10 6. CONTACTS TAB. Tap the Contacts list to see all the details for your different Contacts: Buddy-enabled Contacts Non Buddy-enabled Contacts Local Contacts Directory Contacts. Buddy-enabled Contacts are those with an XMPP (Extensible Messaging and Buddy Protocol) address. This just means that you will be able to see whether they are available to chat, in the office but away from their desks, or too busy to talk. Checking this will save you time and effort trying to Contact someone who is not there. This is explained in more detail below. Non buddy-enabled Contacts are all your other phone or conference numbers. Your Local list is made up of your own personal Contacts that you have built up yourself. Directory Contacts are people who are part of a shared company Contact list this is called the enterprise directory. Any Contact can be marked as a favourite, which will put them at the top of the Contacts list in the Favourites section. 6.1 Adding a Contact. When you first log in to BT Cloud Voice Communicator, your Contacts list will be empty. To add someone new, just tap Add Contact from the menu icon in the navigation bar or use the Directory Search option from the Contacts tab instead. Enter any details on the screen and then tap Done. The newly added information appears on your Contacts list. By default, your buddy information will be shared with the new Contact if an XMPP address is provided. You can add a conference number to a Contact by selecting the option Add Conference from the same menu icon in the navigation bar. This is a special number used so you don t have to remember the PIN code and conference number for your calls. This is particularly useful if you take part in regular conferences with the same people. You can add Contacts, add a conference and start a group chat in the Contact view. 10

11 6. CONTACTS TAB. 6.2 Editing Contact Details. If you want to change any details, tap the information icon of an entry in the Contacts list to open their Contact card. This is the same for both buddy-enabled and nonbuddy-enabled Contacts. Tap Edit to add, change, or remove information. If you want to delete a Contact from your list, press Remove. If you want to stop sharing your buddy information with the Contact, press Unsubscribe. You will no longer see the Contact s buddy information and they won t see yours. An unsubscribed Contact remains in your Contacts list and is always shown as offline. Select Subscribe if you want to set it back up again. 11

12 7. BUDDY STATUS. As mentioned earlier, you can check the status of any buddy-enabled Contacts to see if they are available. These Contacts will be able to see the same about you on their Contacts list. Status is shown with colour codes, as follows: Green indicates that they are online and ready for communication. Yellow means that they are online but have not used their computer for more than ten minutes. Red tells you that they are busy and do not want to be disturbed. Grey says that they are offline, so you ll need to call or chat with them instead. A question mark comes up when a subscription is pending but not yet approved, ie you have asked to share their buddy information and are waiting for the go-ahead. The phone icon shows you that they are on a call, and comes up automatically. This means that they are in a meeting, and comes up automatically if the appointment has been either made or accepted by them. It won t come up for all day meetings though. If they make a call within that meeting, the phone icon comes up instead. If you want to know someone s buddy status, you can send them a Contact request. If someone wants to be able to see your buddy status, you will receive a Contact request invitation. You can ignore or accept it. If you prefer to ignore it at first, you can always share your details at a later date by selecting Subscribe from the Contact s Contact card. The Contact will have to accept this later request before you can see their status. To set your own status, tap the Buddy icon from the status bar. This will open the My Status screen, where you can update your avatar and add a personal message as well. Your avatar is the picture that represents you in your friends Contacts lists and in chat screens. To choose your picture, tap on the avatar and use the box that comes up to select an existing image, take a new one with your phone camera, or clear the image and go back to the default silhouette. You can add a status message in the area next to the avatar, and this will also be shown in your friends Contacts lists. If you see the error message, Chat Unavailable, under any tab, it means that the XMPP connectivity has been lost for chat and buddy status. You can still make calls, but you should Contact us as soon as you can to get it back up and running. 12

13 8. INSTANT MESSAGING. 8.1 Chat Tab. When you click on this tab, you ll see a list of your recent instant messages. If you chat with someone more than once, all your discussions will appear as one item in the list. Chats are always listed with the newest one at the top; they are not in alphabetical order. If you want to start an exchange, tap the name to open the chat view (IM view) where new messages can be typed (more on this below). Old messages are also shown. Any new incoming messages have a notification badge next to the name this stays there until you ve read the message. If you d rather not have this, click the menu button in the navigation bar to see the Mark all as Read option. This will remove all the notification badges from your list. 8.2 Chat. If you want to send someone an instant message, there are three ways to open a Chat screen: Tap a Contact from the Contacts list. Select a Contact card and choose Open Chat. Tap an entry in the Chat History list. You both need to be online for the chat to work. If someone wants to talk to you, you ll see a notification badge on the Chat tab and their entry will appear at the top of the Chat History list. During the conversation, you ll see your Contact s name on the top bar with a buddy icon flag before it. Their messages will be shown with an orange background while yours will have a white background. If you want to add a bit of colour to your messages, a smiley can be added by typing the corresponding character codes and by selecting from the smiley icons. 13

14 8. INSTANT MESSAGING. 8.3 Group Chat (Ad-Hoc Rooms). NOTE: that deleting a chat room is not supported either. If you need to talk to more than one person at the same time, start a group chat by using one of these ways to open a Chat screen: If you re already talking to someone, tap the Add Participant icon to include another person. From the Chat tab, tap the menu icon to select the start group chat option. If you ve talked as a group before, you can tap the previous entry from your Chat History to start it up again. Extra participants can be added at any time by anyone in the group. However, you can t remove other people from a chat (we think it comes across as a bit antisocial). A group chat works the same way as a one-on-one chat. All messages from anyone are sent to everyone else, and all Contacts need to be online to join in. When you want to exit a group conversation, choose the Leave Chat option. The chat will be marked as offline and you will no longer receive messages from it. Tap on the offline chat to re-join the room and get involved again. You won t see any messages that were sent while you were away. The group chat history is saved and is available to view later from the Chat tab. The Clear History menu item works in the same way as with a one-on-one chat and removes the local history. The View Participants button shows you a list of participants in the group chat. 14

15 9. AUDIO & VIDEO CALLS. 9.1 Dial Pad Tab. This tab has a standard dial pad which you can use to make audio or video calls. As you dial, the numbers will come up in the text field at the top if you make a mistake the delete button removes one character at a time. There are three buttons below the dial pad: Call, Video call, and Dial pad menu that will be set up by us. A badge notification appears on this tab when you have voic messages. A long press on the 1 digit connects you to your voic box so you can listen to them. If you don t have any messages, there won t be a badge. 9.2 Placing A Call. You ll need to be logged in and registered to BT Cloud Voice Communicator to receive incoming calls. To make a call, enter the phone number using the dial pad and tap the green Call or the Video button. Backspace Enter the phone number Call voic Tap to make a video call Tap to make a voice call The keypad is not the only way to make an audio or video call just choose from one of the following options if you prefer: Tap the Contact s info button to open their details. Tap on their Contact number to make the call. From search results, open a Contact card and tap on the phone number to perform an audio or video call. On the Call History list, tap a call entry. From the Chat screen, tap the headset icon to make an audio call or the video icon to make a video call. 15

16 9. AUDIO & VIDEO CALLS. 9.3 Handling Incoming Calls. When someone wants to speak to you, your device will ring and you ll be given two options: Accept or Decline. If you press Decline, the line will sound busy at the caller s end and they will know that you have rejected the call. When BT Cloud Voice Communicator is in the Foreground Tap to Answer Cloud Voice Communicator is in the Background When BT Cloud Voice Communicator can be running in the background, or even whilst the phone is locked, and will still receive calls and notifications. To answer incoming calls tap or slide the icon. 16

17 9. AUDIO & VIDEO CALLS. 9.4 Handling An Established Call. When you re in the middle of a conversation, you can do the following from the in-call screen: End a call. Mute your microphone so the caller can t hear you. Place your caller on hold. Adjust the volume. Open the dial pad. Transfer a call. Talk and transfer a call. Transfer a call to a circuit-switched call. Transfer etc. Add Video to an established call. 17

18 10. CALL HISTORY TAB. Your call history includes all dialled, received, and missed numbers. You can redial your recent Contacts or return any calls you have missed simply by tapping the number that you want from the list. The colour-coded symbols next to the numbers tell you the type of call they were: Green Down Arrow: An answered incoming call Blue Up Arrow: An answered outgoing call Red Tick Arrow: A missed call 18

19 11. DIRECTORY TAB. You can use the Directory tab to search through two Contacts lists at the same time the enterprise directory (a central shared database of Contacts) and your personal, or local, Contacts list. You can do this using the search field. Tap the search field to open a key pad and enter names or other search criteria. In the default view, results from both searches are shown, as pictured in the below examples. The lists display the name and icon for each Contact. When you have finished your search, you can press the back key to minimise the keyboard, hide the search bar, and empty the search result. 19

20 12. SETTINGS TAB. The Settings Menu can be reached through the hard key menu, alongside About (which contains information about your device) and Sign Out, which you ll use to exit and close down the app when you ve finished. You can toggle through the items on the Settings menu and change them to suit your own preferences. These are: Remember password Automatic sign-in Call settings Credentials Help 12.1 Call Settings. The Call Settings tab lets you manage the following communications features: Option Do not disturb Call Forwarding Remote Office Hide number Call Director Outgoing calls Sim Ring Personal Description If you need some time with no interruptions, you can set this so all communication is blocked. By activating one of the Call Forward options (Always, Busy, or When Unreachable) you can send your calls on to a specified number. This lets you use a phone in a hotel or at home as your business phone perfect for when you re working out of the office. Caller ID and charging appear as they do when you re in the office. You can hide or display your number when calling people. To hide your number, set to Enable. To show your number, set to Disable. Call Director lets you use any fixed or mobile device as your desk phone. Callers dial your normal number and will reach you on any phone you choose. Several devices can ring at the same time so you don t miss any calls, and you can move active calls from one device to another without hanging up. Choose between VoIP and mobile (mobile may be recommended when not using Wi-Fi to avoid data charges from your mobile carrier). This can be set to Always Ask so you get the choice every time. This feature lets you set up to ten phone numbers that would ring (in addition to the primary phone number) when you receive a call Automatic Sign In. You can choose to sign in automatically to BT Cloud Voice Communicator when you start up your device. This means you don t have to remember to set it up to show that you re available for communication. 20

21 AUDIO MY ROOM. AND VIDEO CALLS. My Room is a permanent room that is always available for you to chat with anyone that joins. You can reach it from the Chat tab using the menu icon on the navigation bar. People can join your room from your Contact card, or you can include extra people using the Add Participants icon. All My Room sessions start as chats but a call can be added in during the session. Additional participants can tap on the Call button to automatically join the conference. 21

22 14. MULTI DEVICE. If you work from lots of different devices, don t worry BT Cloud Voice Communicator has been set up to work in the same way that you do. This includes several features: Chat invitations are sent to all devices. Once you have answered the invitation, the chat messages go to the device that you used to reply. Retrieving one s own buddy notifications when another client updates the user s buddy status. The client updates its own status based on the information it receives from the server. Accepting a shared buddy invitation in one client is also recognized by another client and both clients start receiving buddy status updates. A new buddy subscription made in one client is recognized in another. If the Contact blocks the invitation, there are buddy status notifications sent from the server to all of the user s clients indicating that the subscription was terminated. This information is shown to the user. If the client receives two buddy status authorization requests from two or more devices for the same user, it only shows one request to the user. If you remove a Contact from one device, it will update your Contacts lists across your other devices as well. 22

23 15. TROUBLESHOOTING. If your Username and/or Password are wrong when you try to log in, or if you don t have the right requirements (as discussed at the beginning), then you will see an error message. If you are sure that the set up, login and licensing is correct then please check network connectivity, and have another look at the requirements section of this document including Network and Firewall Requirements. If problems still persist, you can log the issue via the Troubleshooting menu within Settings. This will let BT Cloud Voice Communicator collect information which can be ed to your support engineers for further diagnostics. 23

24 Offices Worldwide The services described in this publication are subject to availability and may be modified from time to time. Services and equipment are provided subject to British Telecommunications plc s respective standard conditions of contract. Nothing in this publication forms any part of any contract. British Telecommunications plc Registered office: 81 Newgate Street, London EC1A 7AJ. Registered in England No PHME 72066

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