MiCloud Office. iphone guide. Copyright Mitel Communications AB

Transcription

1 Table of Contents MiCloud Office iphone guide Copyright Mitel Communications AB 1. Application Overview Supported Phones To get started To get started with an iphone To get started with an ipad Starting up Overview Activity view Shortcuts Availability Call diversion Contacts view Favourites, VIPs and Blocked contacts Detailed view Adding a local contact Offline contacts Me Change user photo Chats Dialler Call log Groups Activity diversion Future presence Conferences About Calls Transfer calls VoIP calls DTMF tones Loss of connectivity Network based attended transfer ACD Supervisor Uninstalling Application Overview MiCloud Office enables you to access the directory search, manage your presence status, call and send text messages and chat with your contacts. The application allows you to easily log in and out of queues and automatically control when you are available or unavailable regardless of whether you are logged in. Built-in transfer capabilities allow attendants to make blind transfers through the intuitive user interface Supported Phones Revision:

2 The application can be installed on the following phones: iphone: MiCloud Office supports ios 5 (deprecated) and ios 6 (deprecated). Mi- Cloud Office 5.3 supports ios 7 (deprecated) and ios 8 ipad: MiCloud Office supports ios 5 (deprecated) and ios 6 (deprecated). MiCloud Office 5.3 supports ios 7 (deprecated) and ios 8 (however without call capabilities) 2. To get started 2.1. To get started with an iphone There are two different ways/alternatives to get started with MiCloud Office. Which way that is available for you depends on the the system you are connecting to. Alternative 1. Activate with mobile number and code 1. You will get a welcome SMS from the system administrator. SMS will contain a link to download the application. 2. Open the link in the SMS text message and download the application. 3. Open the application. It requires you to fill in your mobile number including the country code. e.g Press Get activation code button. An activation code will be sent to you by SMS and by Fill in the activation code and press Activate button. 6. After the activation code is validated, you can use the application. Alternative 2. Activate through configuration web page 1. You will get a welcome SMS from the system administrator. SMS will contain a link to a web page where you can download and configure the application. 2. In the web page that opens on your phone, tap on 1. Download. 3. You are directed to App Store. Download the application and install it. 4. When the installation is completed, return to web page by tapping on the link in the text message. Then tap 2. Configure To get started with an ipad Activate using a temporary activation code 1. You will get a welcome SMS/ from the system administrator. SMS/ will contain a link to download the application. 2. Open the link in the SMS/ and download the application. 3. Open the application. It requires you to fill in your username or the mobile number (including the country code e.g ). 4. You might also need to fill in the server address if it was not embedded in the application. 5. Press Get activation code button. An activation code will be sent to you by SMS (in case you provided mobile number) or by . Revision:

3 6. Fill in the activation code and press Activate button. 7. If provided credentials are correct, your app is activated and should present you the main view. Activate using your password 1. After installing the app, select link to login with username and password method. 2. Fill in your username or your custom user identifier and your password. 3. You might also need to fill in the server address if it was not embedded in the application. 4. Press Login button. 5. If provided credentials are correct, your app is activated and should present you the main view In case you could not login with any of above mentioned methods 1. Install MiCloud Office from App store 2. Browse with your ipad to the Application page in your user web 3. Select Launch ipad configuration. 3. Starting up You start MiCloud Office by selecting the app icon on your iphone. 4. Overview When starting the application the user will arrive at the Contacts view, the main view of the application. Sliding using the handle on the right reveals the quick presence view where users can set presence, access presence shortcuts, add presence shortcuts and set presence with diversions. Sliding using the handle on the left reveals the navigation menu where the user can pick between different views and see notifications regarding for instance unread chat messages or recently added log items. 5. Activity view The Activity view is accessed by pulling the handle to the right. In the activity view you can view and set, your current presence state and information related to that. The activity view shows your activity, with end time and diversion, your role, your note, and your shortcuts. To edit your activity, role or note, just press on the item Shortcuts Shortcuts are used to set your presence easily. To add a new shortcut, press +. Name, activity, availability, duration, diversion number and an icon can be specified while creating a shortcut. When setting a shortcut or setting a custom activity the active diversion may be changed. The following applies: Revision:

4 Use default diversion - The active diversion will be the one mapped to the activity if such mapping exist, or another previously set diversion. Active diversion will be the activity diversion or previously set diversion if one of them is set, otherwise no diversion. Clear default diversion - The will clear any previous set diversion. Active diversion will be no diversion. Override default diversion - The active diversion will be the number set in the number field Availability Availability for an activity can be overridden from the Custom activity view that can be opened by pressing on the more icon. Possible override options are Available sets green icon with the activity. Do not disturb sets red icon with the activity. Call routing rules can be added based on the availability Call diversion This feature will divert all incoming calls to the specified diversion number. You can set call diversion from the Custom activity view. This will remain valid until you manually remove it or activity diversion enables another diversion number for you. To set call diversion 1. Open Custom activity view by pressing more icon. 2. Mark Divert to number. 3. Enter number where you want your incoming calls to be diverted. 4. Select Done To remove call diversion 1. Open Custom activity view by pressing more icon. 2. Un-mark Divert to number. 3. Select Done 6. Contacts view The Contacts view is the main view of MiCloud Office. Here you can see the presence state, call status and note of all your colleagues. Your Favourite list is displayed by default and you can search for other directory contacts by start entering their names. To search for a contact Start entering characters. The contact list is updated automatically based on your input. You can tap and hold on a contact to get a pop-up dialogue with all communication options for that contact. If you tap and hold on a local contact you will also get the option to add the local contact to your Contacts. Revision:

5 Tapping on a contact will open up the detailed view of the contact Favourites, VIPs and Blocked contacts Your contacts are either normal contacts or one of the following: Favourite - a contact that is displayed in your Contacts list when you don't have an active search query VIP - a Favourite contact that you can add specific call routing rules for. Blocked - a contact that you can add specific call routing rules for Detailed view The detailed view of a contact displays additional information on the contact. You can see the additional fields regarding organization and department, address and all the numbers for the contact and also your recent call history. In the top of the view you can set if the contact should be in your Favourites list, your VIP list, your blocked list or just as a normal contact Adding a local contact Press and hold on a local contact in the contact list or in the log to get the option to Add to Contacts. This will open a screen where you can edit and add additional information on the contact. You can also choose whether to add it as a normal Contact, a Favourite contact, a VIP contact or as a Blocked contact Offline contacts You can sync your contacts to the local phonebook of your phone. This will allow you to access your personal contact list while roaming or when you are out of data coverage. Note 7. Me If a synced contact's information, such as phone number or , is changed on the server the new information will be added to the contact's current information. The old information will not be removed due to that it is not possible to see if the local contact information have been edited manually. The Me view lets you see and manage presence state. Presence is used to show and manage if you are available for calls or not. You can also change your presence information. To change your Activity 1. Select Me 2. Select Set Activity 3. Select the new activity. The activity is changed immediately. To change the Activity End Time 1. Select Me Revision:

6 2. Select Set Activity End Time 3. Set your end time and select OK. The activity will go back to the default activity when the time expire. When the end time is next workday it will go back to the default activity on the the start of your next workday based on the working hours configured by your administrator. To set your Note 1. Select Me 2. Select Set Note 3. Enter your note. Press the text field to bring up a keyboard if that is required. 4. Select OK If you are authorised you can also change the information in the extra fields. To edit your extra information 1. Select Me 2. Select the edit icon next to the field you want to edit 3. Enter your new information and click OK 7.1. Change user photo From the Me view you are able to change your user photo. Press the photo with a small camera icon A camera view will open. In this view you are able to take a photo or open your photo gallery to select a photo. You can also modify your photo by applying a filter or zoom in and out using a pinch gesture on the photo preview. Take a new photo You can take a new photo using front or back camera. Select camera by pressing the switch button. When back camera is used you are also able to select flash mode in the top right corner and change focus by pressing on the photo preview. 1. Select camera 2. Press the camera icon in the middle. Import a photo 1. Press the folder icon in the bottom right. The photo gallery will open 2. Select a photo Apply filter After a photo is taken or imported, a toolbar with filters will appear. You may optionally apply a filter to the photo. Revision:

7 8. Chats 9. Dialler 1. Scroll the toolbar horizontally to find a suitable filter 2. Press the filter preview image The filter will now be applied to your photo. You can switch filter by selecting another one or remove the filter by pressing the ORIG button Upload the photo After a photo is taken or imported a check button will replace the camera icon. By pressing this the photo will be scaled to the supported format and uploaded. 1. Press the check button You can send instant chat messages and text messages to your colleagues with the application. In the Chat view you see all your ongoing conversations. To send a chat message to a contact 1. Select the contact you want to chat with 2. Select Start chat 3. Enter your message, then select Send To send a text message to a contact 1. Select the contact you want to chat with 2. Select the text icon next to the number you want to send the text message to 3. Enter your message and send it. The dialler is an office phone dialler where you can call by callback and transfer calls. 10. Call log The call log presents your log history in chronological order with latest item on top. Here you can see information (such as date, peer, phone number) about your missed, incoming and outgoing calls and associated call recordings and voic if available. Logs are gathered from all your devices connected to the system. Each log entry shows the current presence status of the peer, if available, and has a quick link to contact details about the peer, where you can see past history and add the peer to your Contacts, either as a normal contact, a favourite, a VIP or as a blocked contact. You can filter the log on All items or only on Missed items or on Inbox, where the Inbox shows you recordings and all your voic . For the filtered result you can do a batch delete. You can also delete single log items. The menu option for log history will hold a badge that reflects the number of unseen (new) missed calls or voic items, this will also be propagated to the application icon badge. To view your log history Revision:

8 To delete a log item 2. Press and hold on the log item you want to delete and then press Delete. A confirmation popup will make sure you do not delete items by mistake. To filter on All, Missed or Inbox items 2. Select the filter option All if you want to see all your communication log items 3. Select the filter option Missed if you only want to see your missed calls items 4. Select the filter option Inbox if you only want to see voic and recordings To view log history for a specific contact 2. Press a the Info icon the the right to see details about the related contact. In this view you will also be able to see your log history for this specific user. To call back 2. Press the call icon to the right of the contact you want to call. To listen to voic 2. Press a given voic item. A info view will show up and tell you to answer the incoming call from your voic . 3. Answer the call from your voic . To listen to a recording 2. Press the play button on the item you want to listen to To perform more actions 2. Long press on a log item to pop up a menu with call, sms, delete and view details actions. 11. Groups The groups view lists the ACD and Attendant groups that you are a member of. To login or logout of an ACD or Attendant group 1. Select Groups Revision:

9 2. Select the slider next to the group you want to login or logout from. You can scroll down see more groups if all are not visible on the screen. 12. Activity diversion Activity diversion is a feature to enable call diversions based on your activity. You set which activities that should have a call diversion and the number the calls should be diverted to. You can, for example, have an activity diversion for the activity Vacation with the switchboard number that will automatically divert all incoming calls when you have the activity Vacation to switchboard. You will be notified with an icon along with diverted number in the Activity view. Upon selecting your activity to one with mapped diversion number, will divert your incoming calls to that number. Existing diversion numbers to activities are presented in a list. You can add a new diversion number and can also edit or delete an existing one. To add a new diversion number 1. Press + icon 2. Select activity. 3. Enter number where you want your incoming calls to be diverted. 4. Select Done To edit or delete a diversion number 1. Long press on the desired item. 2. Select Edit or Delete 13. Future presence The menu item Future Presence adds the possibility to schedule future presence changes. User Activity and Role can be set to change at any point in time at least 10 minutes into the future and revert back to the default state at any point in time at least 5 minutes thereafter. When adding a Scheduled Presence, the default suggested start time is the next nearest half hour (:30 or :00). If the current time is less than five minutes from the nearest half hour, the suggested start time will be five minutes past the nearest half hour (:35 or :05). If the presence change is set to start in future months, the default suggested start time is nine o'clock (09:00). When adding a Scheduled Presence, you must also set the Timezone for the start and end time. Your default Timezone will be suggested automatically, but you can set another if you want to. The feature is fully integrated with ios sand also takes into account Daylight Saving Time (DST). Naturally, you can edit the Timezone for the Scheduled Presence item just like any other information. The menu item to schedule future presence changes requires a licence for the functionality to be present. When chosen, the user will see a page where all scheduled presence changes are listed for easy access and editing. Presence changes triggered by scheduled events can be ended or altered at any time just like ordinary activities and roles. Times and dates of the scheduled presence changes will be listed month by month in order of occurrence and date. Presence changes may be edited or even deleted. Edit and Delete buttons will be present in the expanded view of the list item if available. Revision:

10 It is possible to synchronize future presence changes with external sources. Currently, only synchronizing with Microsoft Exchange servers are possible. Synchronization with external sources is one-way only. A presence change set through microsoft Exchange and synchronized to MiCloud Office will show up in the app, but changes to it in the mobile application will not affect presence settings on the exchange server. To set a future presence change 1. Press the Add Scheduled Change icon to display the Schedule settings page 2. Specify either a change in Activity, Role or both. 3. Set duration of the change in presence. The duration must be set to begin at least 10 minutes into the future and last for at least 5 minutes. 4. The suggested timezone for the Start and End time of the event will be your default Timezone. But you can set any timezone you wish. 5. If desired, the change can be set to recur every day or on specific days of the week, monthly or yearly. A repeating presence change isn't allowed to overlap with its next occurrence. Every day and Per week occurrences can't span more than 24 hours, while single occurrences and Every month or Every year ones may last longer. 6. The repeating of the presence change will be indefinite unless an End date is set. Note Please note that because events may span several days, and the End date defines the last start time of the occurrence, it is possible to create events that starts before the end date has expired but ends at a later date. 7. Save the scheduled presence change to close the view and be taken back to the Scheduled presence changes view, where the newly created schedule event will have been added to the list. To edit a future presence item 1. Enter the Future Presence view where all future presence changes are listed. 2. Press and hold an event for 2 seconds to bring up the Edit or delete menu. Alternatively, press the Edit presence item icon in the list. 3. Choose to Edit the Scheduled presence item. Alternatively, click the Cancel to abort and go back to the Future Presence view. 4. The Edit scheduled presence view will be displayed. You can edit the Name, Activity, Role, Note, Start, End and Timezone data by clicking on the corresponding fields. 5. Click on the Accept changes icon to perform the edit or the Cancel changes icon to abort the edited data. 6. The Future Presence view will be updated and displayed with the edited presence item. To delete a future presence item 1. Enter the Future Presence view where all future presence changes are listed. 2. Press and hold an event for 2 seconds to bring up the Edit or delete menu. Alternatively, press the Edit presence item icon in the list. Revision:

11 3. Choose to Delete the Scheduled presence item. Alternatively, click the Cancel to abort and go back to the Future Presence view. 4. If you choose to delete a scheduled presence you will be asked to confirm your decision. Regardless of whether you Confirm or Cancel the delete operation, you will be brought back to the Future Presence view. 5. Deleted scheduled future presence changes will be removed from the Future Presence view. 14. Conferences The Conferences page is where you can join ongoing, and schedule future voice conferences. The page lists all scheduled conferences - both the ones you have scheduled yourself and the ones you have been invited to. To join an ongoing conference do one of the following starting from the list view: Click Join next to the conference name Press on the conference name and then click Join conference Press and hold on the conference item and select Join To schedule a new conference: 1. Click on button New conference. 2. Select start and end date/time (make sure that correct time zone is selected). 3. Verify that selected time zone is correct according to your intentions. 4. Set recurrence (Repeat) when applicable. 5. Set preferred meeting reminder time to the calendar invitation. 6. Set preferred time for SMS text message reminder. 7. Write an invitation note. The text will be displayed in the invitation and calendar event. 8. Press the Participants field. Start typing a contacts name or address. Matched contacts will be listed. By clicking a matched contact it is added in the participants list. To add an external user to the conference, type the phone number or address. 9. Review all settings. 10. Click the Send button. 11. Confirm sending invites to all participants. To edit a scheduled conference: 1. In the main list of scheduled conferences, long press the name of the conference to be edited. Revision:

12 2. Click on the Edit option. 3. Edit the conference. 4. Confirm the changes. It is also possible to edit a conference via the Details view, in that view press the pencil icon. To delete a scheduled conference: 1. In the main list of scheduled conferences, press the name of the conference to be deleted 2. Click on the delete conference icon 3. Confirm removal 15. About 16. Calls The about screen displays the app version and copyright. To call a contact 1. Select the contact you want to call. Search for the contact if necessary. The presence icon provides information if the contact is available, or not,. 2. Select the number you want to call. 3. To call a native address book contact, search for the contact using the app. Open the detail view by clicking on the contact. By clicking the phone icon for a number a native GSM call will be initiated, or by clicking the number row the app will start a call based on the dialing settings. You can configure either to call direct or to make a callback call, where the system calls you and connects the call. When calling via callback you need to call via the office phone dialler. To set call type From your main view, select Settings > MiCloud Office Transfer calls You can set your preferred transfer type in your settings. You can choose to set to always use blind transfer, always use attended transfer or let the app ask you of your choice for every transfer. A blind transfer is an unannounced transfer without notifying the destination on the impeding transfer. Attended transfer makes it possible to transfer a call while first getting the option to talk to the party where the call is being transferred. To set transfer type 1. From your main view, select Settings > MiCloud Office 2. Select Call transfer 3. Choose one of the following: Revision:

13 Always blind transfer - transfer all calls with an unannounced transfer without notifying the destination on the impeding transfer. Always attended transfer - transfer all calls after talking to the party where the call is being transferred to. Always ask - always ask if the transfer shall be blind or attended. Note Transfer capability depends on your service provider settings. You might have capability for HTTP based transfer (data traffic), prefix based transfer, a combination of both - depending on network connection, or no transfer capability. If you have a 3G, 4G or WiFi connection the transfer can be done via HTTP (data traffic). Mobile Extension (MEX) is required for transfers on a 2G network and the transfer can only be done using the prefix based transfer. To transfer a call to a contact 1. During an ongoing call you want to transfer, go to the Contacts view 2. If you want to transfer to the starred number, press and hold the contact and select Transfer For selecting a specific number for the contact, select the contact and press the arrow next to the number. To transfer a call to a new number 1. During an ongoing call you want to transfer, go to the Office phone 2. Enter a number in the dialler and select the transfer arrow VoIP calls Telepo for Mobile supports VoIP calls. This is a valuable feature if you are in an area with poor mobile phone coverage but good internet connections. Or if, for instance, you are using the Telepo for Mobile in an office environment. VoIP calls are made available based on user agreements, network availability and operator restrictions. When VoIP calls are available, the user must enter the credentials necessary to authenticate with the VoIP server and optionally choose the type of network it is allowed to use when placing VoIP calls. To enter the credentials 1. Select Settings from the menu to the left. 2. Type Username. 3. Type Password. 4. Click Login. Note This is the same user ID and password that are used to login to the MiCloud Telepo portal. Revision:

14 If VoIP calls has initialised successfully, a Logout button will be displayed. The Logout button may be used to stop receiving VoIP calls on your mobile. In case the log in is not successful, the user will get an information message. The user is able to configure the type of mobile network that may be used to make VoIP calls. For example if the user only wants to enable VoIP calls, when a WiFi network is connected. To set network preferences 1. Select Settings from the menu to the left. 2. Select Networks. VoIP calls are similar to traditional GSM calls, you can answer an incoming VoIP call, hang up or reject a call, hold and resume and you can also send DTMF tones. The phone user should be aware that a situation may arise where the user will receive a GSM call during a VoIP call. In this case, the GSM call will always have precedence and the VoIP call will be put on hold. There are some important distinctions between VoIP calls and traditional GSM calls: VoIP calls require an internet connection for example WIFI or 3G/4G. It will not be possible to make VoIP call without a working internet connection. VoIP calls received during an ongoing GSM call will be rejected. A busy signal is played if one of your Telepo contacts declines a VoIP call from you. Note DTMF tones ios Telepo for Mobile only supports this mode of calling, when it is in the foreground and therefore will not be available once the application has been sent to the background. This can be problematic when the user receives a GSM call during a VoIP call. This limitation will be addressed in a future release. Dual Tone Multiple-Frequency (DTMF), also known as Touch Tones or Tone dialing, are supported while in a VoIP conversation. A DTMF keypad can be accessed while in an ongoing VoIP call and minimized when not needed anymore. 17. Loss of connectivity If, for any reason, it is not possible to make a call due to loss of connectivity, a message will notify you of the change. This may occur due to poor reception in the area where you are, or, for instance, be caused by network failures. It may even be intentional, caused by setting your phone to Flight Mode. 18. Network based attended transfer Attended transfer makes it possible to transfer a call while first getting the option to talk to the party where the call is being transferred. Call transfer assistant enables network based attended transfer for MiCloud Office users. Depending on your mobile subscription and location, this feature might not be fully supported. To transfer a call When a call is connected and Call transfer assistant is enabled, you will receive a notification. Revision:

15 Note If MiCloud Office is not running the notification will not be shown. Start the application by clicking the homescreen icon and you will find the same information in contact list. 1. Pull down the notifications and click the transfer notification. 2. Select and place a call the contact you want to transfer the call to or use the dialpad to call a number. 3. When the second call is connected. You will get a new notification. Pull down the notifications and press the transfer notification. 4. The calls are now connected. To enable Call transfer assistant 1. From your main view, select Settings > MiCloud Office 2. Scroll to Transfer and set Call transfer assistant to ON. 19. ACD Supervisor ACD Supervisors can also control their groups using the app. In the Office phone dialler tab you can see the groups you are associated with. For each group you can see the number of calls waiting and the number of free agents from the logged in agents. If you are a member of the group you can also log in and log out of the group. To view which agents are logged in to a group, tap the group. You can log in and log out each agent connected to that group by tapping on the log in/log out switch. 20. Uninstalling To uninstall the application, press and hold on the app-icon and tap the X. Note Uninstalling the app does not remove the synced contacts (offline contacts). To remove the synced contacts you must first turn off contact synchronisation then start the application again and give it enough time to remove the contacts and the group it created. Revision: