MiCloud. Copyright 2016, Mitel Networks Corporation

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1 MiCloud Notice The information contained in this document is believed to be accurate in all respects but is not warranted by Mitel Networks Corporation (MITEL ). Mitel makes no warranty of any kind with regards to this material, including, but not limited to, the implied warranties of merchantability and fitness for a particular purpose. The information is subject to change without notice and should not be construed in any way as a commitment by Mitel or any of its affiliates or subsidiaries. Mitel and its affiliates and subsidiaries assume no responsibility for any errors or omissions in this document. Revisions of this document or new editions of it may be issued to incorporate such changes. No part of this document can be reproduced or transmitted in any form or by any means - electronic or mechanical - for any purpose without written permission from Mitel Networks Corporation. TRADEMARKS The trademarks, service marks, logos and graphics (collectively "Trademarks") appearing on Mitel's Internet sites or in its publications are registered and unregistered trademarks of Mitel Networks Corporation (MNC) or its subsidiaries (collectively "Mitel") or others. Use of the Trademarks is prohibited without the express consent from Mitel. Please contact our legal department at legal@mitel.com for additional information. For a list of the worldwide Mitel Networks Corporation registered trademarks, please refer to the website: Copyright 2016, Mitel Networks Corporation All rights reserved Table of Contents 1. Search Home About My Profile Personal Info Directory Field User Photo Change Password Change PIN Code Services General Service Configuration Information Prioritization Advanced Settings Call Intrusion Call Monitoring Call Pickup Call Pickup matrix Call Queues Call Recording

2 3.9. Call Routing Rules for the Organization, Barring and User Groups Editing Rules for an Organization or Group Inbound Rules Outbound Rules Fallback Rules Allowed destination Rules for Rule-based Numbers Call Transfer Call tags Contact Lists Mandatory contacts Contact list template Organization/User Group/User Contacts Directory Information Diversion Bypass Exchange settings External API Authorization External telephony system integration Presence mapping Fax settings How to Notify the User about New Fax Messages How Many Days Should Old Messages be Stored Before Automatic Deletion What is the Maximum Inbox Size Feature Codes Feature Code Configuration Future Presence Authorization Intercom Call Call routing line match Music on Hold Working hours Regular Working Hours Working Hour Exceptions Additional Working Hours Extend working hours Notifications Number Conversions Presence Authorization Presence state changes Presence synchronization policies Ring tones SIP authentication SMS authorization Switchboard Number External Voic Settings Name voice prompt Voic Settings Activity Information as a Part of a Greeting "Human Assistance" Option Human Assistance Redirect number Voic bypass New Message Notifications Personal Greeting Recording Default Greeting Allow Voic s Automatic Deletion Maximum Inbox Size

3 4. Organization Settings Barring Group Administration Billing information Calendar connectors Setting up an calendar connector Edit calendar connector settings Deleting a calendar connector Device locations Languages Translated Language Local Language License Usage PBX Connectors MiVoice MX-ONE as a PBX connector PBX Connector rewrite rules Call barring for PBX Connectors Number Ranges Mobile Number Pool Number Type Classification Organization limits Organization wizard Start Working hours Groups Favourite lists Function numbers Main number Done Presence Shortcuts Add a new Presence Shortcut Edit a Presence shortcut Delete a Presence shortcut Presence States Creating a New Role Creating New Activities SMS Provider SMTP Mail server Speech Auto Attendant profiles Speech Auto Attendant overview Configuring SAA profiles Best practices - some useful configurations Troubleshooting Voice Prompts Service- and Technical Voice Prompts Examining Prompts Adding a new voice prompt Overriding a prompt Editing a prompt Using Audacity to record your prompt User and Group Administration Directory fields Directory fields moderation Directory Synchronization Templates Manual Settings Primary Line Mapping Rules Mobile Number Mapping Rules Automatic LDAP synchronization

4 5.4. Group administrator profiles User Group Administration User Group Privileges User Group Locking Mobile subscribers Mobile subscriber details User Administration Quick view of User Details Searching and Filtering Users Bulk move of users Downloading and uploading of user csv files User Details Billing Information Billing id Call tags Directory information Personal Lines Personal Phones Allowed applications Exchange calendar synchronization External telephony system integration Advanced options Function Number Administration General considerations Administrator profiles Call barring for function numbers ACD Group Numbers Number General Speech Auto Attendant Overflow when call arrives Handling of queued calls Voice prompts Distribution of calls Number presentation Callback settings Agent settings Distribution settings ACD Light Group Numbers Number General Speech Auto Attendant Overflow when call arrives Handling of queued calls Voice prompts Distribution of calls Number presentation Distribution settings Attendant Group Numbers Number General Speech Auto Attendant Overflow when call arrives Handling of queued calls Voice prompts Distribution of calls Number presentation

5 Callback settings Attendant settings Camp-on Distribution settings Auto Attendant Group Numbers General information Number Greeting Menu settings Option Option: Dial a number Option: Dial by name Option: Dial extension Option: Menu Option: Play message Option: Nothing Conference Numbers External Systems Number General Speech Auto Attendant Call tags Additional configuration Fax Numbers Group inbox Number General Notifications Speech Auto Attendant Hunt Group Numbers Number General Speech Auto Attendant Distribution of calls Number presentation IVR Numbers Adding an IVR Function Number Number visualisation Multiple appearence of a node Loop detection Hoover to discover tool tips Print view Rule Based Numbers Schedules Adding and editing the prompt at scheduled event Shared Line Numbers General Speech Auto Attendant Distribution of calls Voic Number Devices DECT system provisioning Configure the DECT System SIP Phone provisioning Snom provisioning Mitel provisioning Siemens cloud provisioning Edit SIP phone

6 Smartphone Clients Softphone Search On the top right of the window you will find the search field. Click the search field to open up the search window. There are four categories that search results will be displayed on: Users, Function numbers, Desk phones and Number ranges. You can search in the following fields: User searchable field User primary line numbers User secondary line numbers Alias numbers Mobile phone number User id (login identifier) User first name User last name User Organization domain Organization name Billing id Searchable Directory fields as defined on user page Function number searchable fields Phone number Name Organization name Organization domain Function numbers that can be searched: ACD, ACD light, Attendant, Hunt group, Rule based number and IVR 6

7 Desk phone searchable fields MAC address of desk phone Configured line user names Configured line user id Number ranges searchable fields Phone number Organization name Organization domain The search will display maximum 10 results for each category. You can choose to search in all categories or choose a specific category to search in. Press Enter to show the search results. The search result will highlight all matches in the fields. Click on the title of a result to open the item's page. 2. Home The Home tab contains the following options: About - About the system. My profile - See and edit your profile About The About page displays the End User License Agreement My Profile The My Profile page displays information on the current user account. It is divided into the following areas: Personal Info Directory Field (only displayed for end-user accounts) User Photo (only displayed for end-user accounts) Change Password Change PIN Code (only displayed for end-user accounts) Personal Info The Personal Info area displays contact information of the user Directory Field 7

8 If you have an end-user account, the Directory Field area is displayed. It contains additional user information User Photo If you have an end-user account, the User Photo area is displayed. Click the Upload photo... link to upload a new picture Change Password You can change your login password in this area. Enter your current password and then your new password twice. Click Change password Change PIN Code If you have an end-user account, the Change PIN Code area is displayed. Here you can change your PIN code. Enter your current PIN code and then your new PIN code twice. Click Change PIN code. 3. Services 3.1. General Service Configuration Information A user within an organization or user group inherits the configuration settings from the organization or user group level. Most services are typically configured on an organization or user group level. Function numbers are usually configured on number level. Some function numbers can be administered by group administrators, if the function number has the same group administrator profile enabled as specified in Section , Roles Prioritization Each service implements the same judgment on how to resolve service settings. In this case, a user belongs to multiple groups or if there are settings set both on an organization level and group level. The logic could override settings based on the group's order of priority or utilize all the data from all the groups for services supporting multiple values for a configuration Advanced Settings The Advanced settings service configuration page is used to control some of the more advanced settings that rarely needs to be changed. The following settings are available: 1. Show mobile phone numbers for directory search results - Configure if the mobile phone numbers for users should be visible in the directory search results. This will not affect any user's visibility, only the phone number. 2. Which line (primary or secondary) should be used as default phone number - Set if the primary or secondary line should be viewed as the default phone number. This will update the vcard for all users within the organization. 3. Should users be allowed to change their own photo? - Configure if users are allowed to change their on user photo. 4. Should users be allowed to make anonymous call if the outbound user defined destination is specified? - Set if the user can use Private party(hidden number) during the outbound call when user defined routing line is specified (placed from user defined) 8

9 3.3. Call Intrusion The call intrusion service configuration page is used to control which users are allowed intruding on another user's active phone calls. This is configured by selecting specified user groups that contain the users that will be allowed to intrude on ongoing calls for the organization/user group/user being configured. All user groups configured in the system are listed and the check boxes are used to select these authorized user groups. A call is intruded by using the intrusion feature code or by selecting call intrusion from the advanced call options in the Softphone. For example, if user A talks to user B, and user C would like to intrude on the call to talk to user A the following happens, C would call user A with the intrusion setting active. This will interrupt the call between A and B, and B will hear an announcement that the call has been intruded on and is asked to wait, C will then be connected to A and they have a conversation. When C hangs up A and B will be connected again. To configure the groups that are allowed to intrude on calls in the system: 1. In the Services menu, select Call intrusion. 2. In the main window, select Configure for all users in the organization the following option is available: Which groups are allowed to intrude on calls - Select the groups that are allowed to intrude on calls. 3. To save the call intrusion settings click on the Save button. To search for a user In the main menu, enter part of the user's id, first or last name and click on the Search button Call Monitoring The call monitoring service setting page is used to control which users are allowed to monitor other users that are active in a call as part of the presence information. The busy/free information indicates whether a person is busy in a call or not. It does not reveal any information about who the person is talking to. This information will show up in the contact list and the search results in the Softphone and in the Mobile client. All user groups configured in the system are listed and the check boxes are used to select the authorized user groups for call monitoring. For camp-on to work properly the attendant must be authorized to monitor calls for target users. To configure the groups that are allowed to view busy/free status in the system: 1. In the Services menu, select Call monitoring. 2. In the main window, select Configure for all users in the organization, the following option is available: 9

10 Which user groups are allowed to view busy/free status for - Select the groups that are allowed to view the busy/free status. 3. To save the call monitoring settings click on the Save button Call Pickup The call pickup service configuration page is used to control what users that are allowed to pick up another user's ringing phones, calls waiting in queues and to retrieve parked calls. The call pickup configuration page shows two sections, one where it has configured who is allowed to pick up ringing phones and another where it has configured who is allowed to retrieve parked calls. When configuring a call pickup of ringing phones or calls waiting in a queue, it selects the other user group members that are allowed to pick up calls coming into the configured organization/user group. When it configures the retrieval of parked calls it selects the other user group members that are allowed to retrieve calls parked by users belonging to the organization/user group being configured. This is configured by selecting the specified user groups that contain the users that are allowed to pick up calls to retrieve parked calls by the organization/user group being configured. All user groups configured in the system are listed and the check boxes are used to select the authorized user groups. The configuration of the call pickup service affects the information displayed in the Calls tab of the Softphone and if the call pickup icon will be available there. Allowing a user to pick up or retrieve calls will allow these calls that are allowed to be picked up to appear in the Calls list while they are in the ringing or parked state. Configuring the call pickup service affects the information displayed in the Calls tab of the Softphone and whether the call pickup icon will be available there. Allowing a user to pick up or retrieve calls will allow these calls that are allowed to be picked up to appear in the Calls list while they are in the ringing or parked state. To configure the groups that are allowed to pick up incoming calls or calls placed in queue in the system: 1. In the Services menu, select Call pickup. 2. In the main window, select Configure for all users in the organization, the following options are available: Which groups are allowed to pickup incoming calls or calls placed in queue for Select one or more of the following group(s) that are allowed to pickup incoming calls or calls placed in queue in the system. Which groups are allowed to retrieve calls parked for - Select one or more of the following group(s) are allowed to retrieve calls parked for the system. 3. Click Save to save the Call pick up settings Call Pickup matrix 10

11 3.7. Call Queues The call queue service configuration page is used to control how queues behave on an organization/user group/user level. The queue service can be used by setting up call routing rules directing calls to the queue when a configured match criteria are fulfilled where the queue is a possible destination to use as an action for the rule. A call placed in the queue will wait until a user or function number agent associated with the number that is diverted to the queue becomes available. To configure all users in the organization: 1. In the Services menu, select Call queues. 2. Select Configure for all users in the organization. 11

12 3. Configure the following parameters: How many calls may be queued - In the text box, enter the amount of calls that can wait in the queue. Callers can press this key to be automatically called back when the queue is empty - In the drop-down list, select the key that can be used to activate the callback service. If a call is placed in the queue the calling party may select to press this key while waiting in the queue. The caller will then be called back and connected to the called party once the queue has no more waiting calls. What group's number conversion rules should be used for callback: - In the dropdown list, select if the called party's rule (blank), or one of the user groups' rule should apply for callback. What happens to an incoming call when the queue is full - In the drop-down list, select what will happen to a call when it comes into the queue and the maximum number of calls has been reached. Busy signal - If this option is selected, the user will hear a busy tone. Forward to another number - If this option is selected, the call will be forwarded to another number. Redirect to voice mail - If this option is selected, the call will be forwarded to the voice mailbox number. If forward, to what number - In the text box, select the number to forward to another number when the queue is full. Select the Pick option to choose a number from a list of numbers. What should caller hear, when placed in queue - In the drop-down list, select the voice message a call will hear when they are placed in a queue. What should caller hear, when waiting in queue -In the drop-down list, select the voice message a call will hear when they are waiting in a queue. Progress message to play - In this drop-down list, select the prompt that will be played out as a progress message, at a specific repeated interval. How often should a progress message be played, in seconds - In the text box, enter the number of seconds that this message should be repeated 4. In the main window, to save the call queue settings click on the Save button. Queue configuration 12

13 3.8. Call Recording The call recording service settings controls how the call recording service should be configured on an organization/user group/user level. Call Recording is not available during pre-booked conference calls. To configure for all the users in an organization: 1. In the Services menu, select Call recording. 2. The following options are available: To control how the call recording service should be configured, click on the Configure for all users in the organization option. To control how the call recording service should be configured, click on the name of the group. 3. The following options are available: How much recording storage is available to a user (in megabytes)? - In the text box, enter how much recording storage is available to a user. What's the maximum length of a recording (in seconds)? - In the text box, enter the max length of a recording. Should new recordings be notified by ? - In the drop-down list, select Yes, attach recording, Yes or No. 4. In the main menu, click on the Save button. 13

14 To search for a user In the main menu, enter part of the user's id, first or last name and click on the Search button. The following parameters are configurable for this service: How much recording storage is available to a user (in megabytes)? -This field is filled out with a value corresponding to the storage space that is available and can be used for recording. What's the maximum length of a recording (in seconds)? - This field is filled out with a value corresponding to the maximum length of a recording in seconds. Should new recordings be notified by - This drop-down menu is used to select if an should be sent to a user requesting the recording after a call has been recorded Call Routing The call routing service allows configuration of call routing rules and allowed destinations. Call routing rules are used to define how the system handles calls. There are regular call routing rules, that apply to users, and call barring rules, that can be applied to users and function numbers alike. Call routing rules can be configured for an entire organization, for specific user groups or for individual users. Rules for call barring can be configured for an entire organization or for certain barring groups. Both users and function numbers may be members of barring groups. You can hide barring or routing rules for end-users and organization administrators. This can be used for rules that are complex and likely to cause confusion, eventually causing lots of unneccessary support calls. Rules can also be made read-only for organization administrators. Use this if the org admin must be able to see and understand a rule, but not be able to change it. Read-only rules are hidden for end-users. Allowed destinations are destinations that the individual users themselves may use when creating their own call routing rules. A set of allowed destinations can be configured for an entire organization, thus applying to all users, or for individual user groups, applying only to users who are members. The following types of barring or call routing rules can be defined: Inbound rules are applied to incoming calls. Inbound call routing rules are used to control how an incoming call to a user will be handled. This is where the association between personal phone numbers and personal phones are defined, for example, controlling which user's phones should ring when a call is received to the personal number. Inbound barring rules can be used e.g. to prevent certain callers from reaching users or function numbers. Outbound rules apply to outgoing calls. Outbound call routing rules control how the system should behave when a user places a call. For example, to control which number should be presented as the calling party number when a user places a call. Outbound barring rules are used e.g. to prevent calls to certain destinations for users or function numbers. Fallback rules are used to control what would happen if a call to a user cannot be connected. If there is no answer or if the called party is busy then the call may be diverted to voice mail Rules for the Organization, Barring and User Groups This section of the call routing administration contains three lists. The first list concern barring logic, the second call routing logic and the third concerns allowed destinations. By default, 14

15 all three lists are populated with a row where a set of rules/destinations applicable for the entire organization can be configured. The first list displays the configured Barring rules for organization and barring groups. Barring rules apply to calls to and from users or function numbers in an organization. They can be created for an entire organization or for a barring group that may have both users and function numbers as members. Barring rules are considered before regular call routing rules. For example, a barring rule applied on organization level can be used to restrict all outbound calls to international destinations. The second list displays call routing Rules for organization and user groups. Rules for call routing affect calls to or from users in an organization. They may be configured for an entire organization or for certain user groups, thereby affecting a subset of the users. In addition, individual users may be allowed to create their own call routing rules. An example of a call routing rule is that inbound calls, that arrive when the called party is busy in a call, will be forwarded to voic . The list of barring groups displays all units that may have a set of barring rules defined, i.e. the organization and all defined barring groups. The list of call routing rules displays the organization and those user groups that have a defined set of routing rules. This is because there is potentially a great number of user groups created for a vast number of different purposes; not all of them are valid for call routing. Consequently, the user groups for which call routing rules shall be defined must be explicitly added. This is done by selecting a group in the drop-down box on top of the list, and pressing Configure. The user group will then appear in the list, and a set of rules can be configured. Since a user (or, in the case of barring groups, function number) may belong to multiple groups, there may come situations where several sets of rules apply. The applicable rule sets are then evaluated in a certain order. The order is important, especially if there are conflicting rules. Say, for example, that a user belongs to two groups A and B, and gets an inbound call. A rule defined for group A states that the call should be forwarded to voic , while a rule defined for group B says that it should be forwarded to the user's cell phone. It is important, then, to understand which rule will have precedence. This depends on the classification of the rule in the rule set, and for which group the rule is configured. Let's consider classification first. A rule in a rule set can be classified as either a mandatory rule or an overridable one. A mandatory rule cannot be overridden by individual users, and are always considered before the user's own defined routing rules. An overridable rule, however, is considered after all the user's own rules have been taken into account, and none has been applicable for the current call. The classification is then combined with for which group the rule is defined, as follows. Mandatory rules from barring groups are considered first, followed by mandatory rules from user groups. After that, the user's own call routing rules are considered. After those rules follow overridable barring rules, and finally overridable rules from user groups. If there are two groups of the same type to consider, e.g. two barring groups, all mandatory rules from one of the groups will be considered before the mandatory rules of the other. The groups are considered in the order in which they appear in the list. They can be reordered by using the up and down arrows adjacent to the list. In these lists, the organization as a whole is considered like any other group, and can be moved up or down in priority. This means that call routing rules can be configured so that rules applying to a certain user group are considered first, and the organization's call routing rules used as a default. The line corresponding to the organization cannot be deleted and is created for the system by default. It can still be reordered to control how group defined rules should be prioritized against group defined rules. 15

16 Barring groups can not be deleted from the Call routing service page. They are handled on the Barring group page under the Organization menu Editing Rules for an Organization or Group The organization/group call routing rule edit page is divided into three sections to allow the creation of inbound, outbound and fallback rules. Rule Editor Description The different rule types have the basic functionality of the rule editor in common. When a rule is created, it is added to an ordered list where each line corresponds to one rule. Lines/rules can be moved up and down in this list to change the order in which they are evaluated. A rule consists of one or more matching criterion and an action that will be performed if the match criteria are fulfilled. When a rule is processed, the system starts evaluating the match criteria of the first rule in the list. If this rule does not match the current call, evaluation continues with the next rule in the list, continuing downwards until a match is found. A rule can be mandatory or overridable. Mandatory rules can not be overridden by the end user and will always be considered before user defined rules. Use mandatory rules to create policies for the organization. Overridable rules, on the other hand, are considered after the user's own rules and are thus possible to override. Use overridable rules to specify the default system behavior. As already mentioned, a user can create call routing rules for him/herself using either the softphone or the call routing service page of the self-provisioning web interface. In these pages, rules created by administrators, for the organization as a whole or for user groups in which the user is a member, are visible as read-only rules. When the user creates a rule in this page, it will be placed after the inherited mandatory rules, but before the inherited overridable rules. Consequently the user is able to see how the new rule fits into the overall set of rules configured The Call routing rule editor The editor allows a rule to be created in a readable language format by selecting statements that will be added to the rule from a drop-down list. Using these statements, one or more criteria and action for the rule are defined. The rule is considered matching if the criteria is fulfilled. If a rule matches, the action part specifies how the call should be handled. Several criterion may be combined with or or and statements. The then statement indicates the start of the desired action, that should be performed if the rule matches. If no match criterion is stated, the rule will always be matched and the corresponding action performed. When a rule is constructed, the Back and Cancel buttons are visible. The Back button is used to step one step backwards in the creation or the rule, for example, if the wrong option was selected. The Cancel button is used to cancel the creation of the rule without saving the rule being edited. As soon as the rule has enough information to be considered a complete rule the Save button appears. When pressed, the rule is created and added in the rule list. In some cases multiple actions are allowed for a rule. In these cases, the rule editor presents the remaining options. In summary, to define a call routing or barring rule, do as follows: 16

17 1. Click Add and create the new barring/routing rule for the selected group by selecting statements as described. 2. Click Save to save the configured rule. 3. Optionally, use the up and down arrows to prioritize the rule among the other rules. The following sections present the different match criteria and actions available for the different rule types. Hunt group A call to a hunt group number will first trigger inbound barring rule associated to the calling party and the hunt group number. The Hunt Group service will as the next step attempt to route the call to a member, then the outbound barring rule is triggered where the destination is the members of hunt group. An inbound rule is triggered for a call to the hunt group number. An outbound rule is triggered when distributing the call to the members To add a new rule 1. In the Services menu, click on Call routing. Depending on whether you are creating a rule for call barring or for regular call routing, use the list for barring rules or routing rules for the next steps. 2. In the list of defined rule sets, next to the unit the rule will be added to, select the Rules link in the Rules for column. 3. Next to the type of rule (inbound, outbound, fallback) that will be added, click Add. The rule editor appears. Follow the steps described previously to configure the rule To change the order of the rules in the rule list Use the up and down arrow buttons in the priority column To hide a rule from an end-user or organization administrator Mark the Hide checkbox to hide a rule from an end-user or an organization administrator. Tip Hide all rules that might confuse an end-user To lock a rule from an organization administrator Mark the Read-only checkbox to lock the rule for an organization administrator. The rules are hidden for end-users To delete a rule from the rule list In the main window, on the right side of the rule, click X Inbound Rules 17

18 Inbound rules are used to control how incoming calls to a user or, in case the rule is being defined for a barring group, function number should be handled. If no inbound rules exist, the system does not know where to set up a call. Therefore, each organization is initially configured with one overridable default inbound call rule. This rule states that "When a call is received then the call will be directed to a desktop phone and mobile phone with no delay and a Softphone with no delay and External PBX with no delay". This rule will always match as a last resort and make the specific phones ring simultaneously for the user Inbound Rules Match Criteria The criteria are matched against the real value of the criteria specified at the time the call was received. The inbound rules support the following match criteria: Activity - To match against the current user's presence activity when the call is received. This allows rules to forward calls to voic when the activity is set to a meeting. The possible match values are the activities configured for the organization. Availability - To match against the current user's availability when the call is received. This allows rules to forward calls to voic when user is unavailable. Call is tagged - To match against what the call is tagged with. There are two special tags, pcr_primary_line and pcr_secondary_line that can be used for trunk group matching. If an inbound call is tagged with any of these tags and matches any number or alias on a user, the corresponding PCR rule will be evaluated. If none of these two tags is set by the trunk group on an inbound call, the PCR will automatically set the appropriate one based on matching number. Tip Rules with tags are often confusing for the end-users. Hide them by marking the Hide checkbox to avoid confusion. Calling party - To match against the type of calling party. The available calling party types are: Internal - internal user External - external user VIP - contact tagged as VIP by the user Blocked - contact tagged as Blocked by the user Favourite - contact tagged as Favourite by the user. This is also applied to contacts tagged as VIP by the user. Call's destination is tagged - To match against what the call's destination is tagged with. Tip Rules with tags are often confusing for the end-users. Hide them by marking the Hide checkbox to avoid confusion. This will also hide the rules for organization administrators. Call's destination is - This will match against line type set on the primary and secondary line. The values can be office fixed, private fixed, office mobile and private mobile. This can for example facilitate configuration of forking if you are unsure of number type based on primary or secondary line. An example configuration can be to only route calls to mobile phone if 18

19 the call's destination is office mobile, and if the call's destination is office fixed then the call will be forked to all phone types. Call's source is tagged - To match against what the call's source is tagged with. Date - To match against a date value. The possible values are before, after or specific date. Day of week - To match against a weekday. It is possible to either specify "is" or "is not" and then provide the day of the week. Diverted - To match on calls that have been diverted by one user to another number. A call forked to a user's own devices is not considered a diversion. Incall - To match against the call state of the called user. Possible values are true and false. This allows rules for specifying what will happen if a user is busy in a phone call at the same time as receiving a call. Role - To match against the user's current presence role when the call is received. This allows, for example, rules forwarding calls to an attendant if the role is set to private. Possible match values are the roles configured for the organization. Time - To match against a time value. The possible values are before or after a specified time Inbound Rules Actions The only type of action for all inbound rules is to select a destination to forward the inbound call to. Some of the destinations allow multiple destinations to be specified and the delay in between the call is setup among the multiple destinations. The following inbound rule actions are available: Desktop phone - Forward calls to the desktop phone specified for the user. External PBX phone - Forward calls to the desk phone of a user behind a PBX connected to the system. Analog phone - Forward calls to an analog phone specified for the user. Mobile phone - Forward calls to the mobile phone specified for the user. Caution Be careful with the call routing configuration if the mobile phone subscription has its own voice mail service configured that will answer incoming calls to the mobile if it is turned off. In this case, this voic would answer all calls in the situation when the phone is turned off, even though the call routing rule specifies that it should ring the desk phone or Softphone in parallel. To prevent this to happen and to let the user to answer incoming call on these other devices while the mobile phone is off, either disable the voice mail service for the mobile subscription or add a delay to routing calls to the mobile phone to allow a few rings on the other phones before the mobile voic answers the call. Queue - Forward calls to the personal queue of the user. This action is typically used in conjunction with the In call match criteria. It is only possible to distribute a call that has been in a personal queue to internal extensions or mobiles of users. Rules that state the call should be distributed to other external numbers will not be acted upon. Active diversion number - Redirect calls to the redirect number confiugred for the diversion in question. Such rules will only match if there is an active call diversion set by e.g. 19

20 a custom activity. A rule containing this action must exist in order for the diversion feature codes to be operational. This allows the administrator to keep call diversions under control. Softphone - Forward calls to the Softphone specified for the user. Switchboard - Forward calls to the switchboard number. Voic - Forward calls to the voice mail inbox specified for the user. Voic with bypass - Forward calls to the voice mail inbox specified for the user with bypass. For more information, see Section 3.37, Voic Settings. Voic play activity - Forward calls to the voice mail inbox specified for the user and play activity. Voic play activity with bypass - Forward calls to the voice mail inbox specified for the user and play activity with bypass. Voic play out of reach on unavailable - Fallback to the voice mail inbox specified for the user and play out of reach when user is unavailable Voic play out of reach on failure - Fallback to the voice mail inbox specified for the user and play out of reach if something fails when calling the user on any device. Voic play busy in call - Forward calls to the voice mail inbox specified for the user and play busy in call. Enter phone number... - Forward calls to a custom phone number added to the rule. Send busy response - This is used to send back a busy tone to the calling party if the rule is matched. Then hunt to <destination>. - this will start a hunt. It will cancel ringing on any previously added destination and make the phone ring on the entered destination. This can be used in combination with "after N seconds". If the hunt destination is busy the next hunt will be used directly. Send decline - send decline to calling party. This will enable a rule of type "When a call is received then call will be directed to send decline." External PBX voic - Forward calls to external PBX s voice mail inbox specified for the user. Since organization, barring group and user group rules are common for multiple users, some of the users that belong to the organization/group may not have some or any destinations that the matching inbound rule is set to forward the call to. If for example, the rule is set to forward calls to a mobile phone and desk phone simultaneously but the user has no mobile phone configured as a personal phone. In this case, the destination that remains is used as the only destination to forward the call to. However, if the user has no destinations matching the configured rule, there will be no match for the rule and rules further down in the list that will be processed Outbound Rules Outbound rules are used to control how calls are placed by users and how they should be handled by the system. Outbound rules defined for a barring group also control how calls 20

21 forwarded by function numbers assigned to that barring group are handled. It is the outbound rules that control which calling party number will appear for the placed calls. If no outbound rule exists the system will set the calling party number to private. Therefore, an overridable outbound rule type is created by default for each organization of the type: "When a call is placed then the call will be placed from the primary line". This rule will show the user's primary line as the calling party number Outbound Rules Match Criteria The outbound rules support the following match criteria. The criteria are matched against the real value of the criteria specified at the time the call was placed. Date - To match against a date value. The possible values are before, after or a specific date. Day of week - To match against a weekday. It is possible to either specify "is" or "is not" and then providing the day of week. Dialed number - To match the dialed number against a set of defined number types, for example international or mobile. On an organizational outbound rule (but not for groups) it is possible to match against a specific number or destination prefix (i.e. international destinations). Prefix classification is configured under Organization < Number type classification Diverted - To match on calls that have been diverted by one user to another number. A call forked to a user's own devices is not considered a diversion. Role - To match against the user's current presence role. Possible match values are the roles configured for the organization. This could be used for example to place a call from an anonymous line if role is set to Private. Time - To match against a time value. The possible values are before or after a specified time Outbound Rules Actions The outbound rule actions are either used to specify the calling party number that will be displayed for the placed call or to block a placed call for different reasons. The following outbound rule actions are available: Blocked because of forbidden destination - This action will prevent the call from being set up. Instead the caller will hear a prompt informing him/her about the reason for blocking the call. Blocked because of restricted time - This action will prevent the call from being set up. Instead the caller will hear a prompt informing him/her about the reason for blocking the call. Blocked because of unauthorized user - This action will prevent the call from being set up. Instead the caller will hear a prompt informing him/her about the reason for blocking the call. Placed from - The calling party number will be set to the function number configured. Placed from number - The calling party number will be set to the one entered. Placed from anonymous line - The calling party number will be hidden for the placed call. Placed from personal office line - The calling party number will be set to the number configured as the primary personal number for the user. 21

22 Placed from secondary office line - The calling party number will be set to the number configured as the secondary personal number for the user. Placed from billing id line - The calling party number will be set to the number configured as the billing id for the user. Placed from user defined number - The calling party number will be set to the Caller ID, that user can pick. There is a corresponding API for setting/getting active Caller ID Clients(android/iOS/softphones) have corresponding functionality for setting active caller id for users. The user defined originating lines that user can choose is one of the following: ANONYMOUS, ACD, ACD_LIGHT, ATTENDANT, SWITCHBOARD, OFFICE_FIXED, PRIVATE_FIXED, OFFICE_MOBILE, PRIVATE_MOBILE : The following originating lines are configured by the user or through API ANONYMOUS - user calls as anonymous. [Enable this choice via Org Admin setting: Advanced settings, "Should users be allowed to make anonymous calls if outbound user defined destination is specified?"] ACD/ACD_LIGHT/ATTENDANT - user calls presenting the distribution group number. The corresponding distribution group can configure user outbound number(alias number that is shown on destination party). In this case, when the user makes a call, the alias outbound number is displayed on destination party. [Enable a certain group number via its function number setting, parameter "Allow using this group as outbound user line".] SWITCHBOARD - user calls presenting as a switchboard line. [The defined switchboard number is enabled to call from] OFFICE_FIXED/PRIVATE_FIXED/OFFICE_MOBILE/PRIVATE_MOBILE - allows user to call from his/her primary or secondary line. [All user numbers configured are enabled to call from] Placed from mobile number - The calling party number will be selected from a mobile list number. (This option is only available for end users) Fallback Rules Fallback call routing rules are used to control how the system handles incoming calls to a user that cannot be completed Fallback Rules Match Criteria The following match criteria are available for the fallback rules: Calling party - To match against the type of calling party from the internal or external types. This allows rules for treating internal and external callers differently. Date - To match against a date value. The possible values are before, after or a specific date. Day of week - To match against a weekday. It is possible to either specify "is" or "is not" and then provide the day of the week. Dialed - To match against the to number. Dialing - To match against the from number. Time - To match against a time value. The possible values are before or after a specified time. 22

23 Fallback Rules Actions The following actions are available for fallback rules: Fallback to switchboard on no answer after 30 seconds - If the called party has not answered within 30 seconds, the call will be diverted to the switchboard number. Fallback to switchboard on busy - If the called party is busy in a call, the call will get diverted to the switchboard number. Fallback to switchboard on call rejected - If the receiver declines an incoming call, the call will be diverted to the switchboard number. Enter phone number... on call rejected - If the receiver declines an incoming call, the call will be diverted to the entered phone number. Send busy response on busy - If the receiver is busy the receiver will hear a busy tone. Send failure response on failure - If the call fails, the cause of the error will be forwarded to the receiver. Voic play activity - Fallback to the voice mail inbox specified for the user and play activity on no answer. Voic play out of reach - Fallback to the voice mail inbox specified for the user and play out of reach on unavailable. Voic play busy in call - Fallback to the voice mail inbox specified for the user and play busy in call on busy. Voic on call rejected - Fallback to the voice mail inbox specified for the user on call rejected. Voic on no answer - Fallback to the voice mail inbox specified for the user on no answer. Voic on busy - Fallback to the voice mail inbox specified for the user on busy. Voic unavailable - Fallback to the voice mail inbox specified for the user when unavailable. External PBX voic on no answer - Fallback to the external PBX s voice mail inbox specified for the user on no answer. External PBX on unavailable - Fallback to the voice mail inbox specified for the user when unavailable. External PBX voic on busy - Fallback to the external PBX s voice mail inbox specified for the user on busy. External PBX voic on call rejected - Fallback to the external PBX s voice mail inbox specified for the user on call rejected Allowed destination The call routing administration page is used to specify the options related to creating the call routing rules by the users of the system under the "Allowed destination" section. This section lists the different user groups that are configured in the system. For each group, a set of allowed destinations is configurable. 23

24 To set up an allowed destination In the main menu, click the "Allowed destinations" in the right of the group list. This opens up the authorized destinations configuration page Configuring Allowed Destinations for User Created Rules The destinations configuration page is used to configure which destinations or rule actions that should be available for users, when creating call routing rules using the self provisioning web interface or the Softphone. This is configured on a user group level, so the groups to which the user belongs will control which destinations/actions that are visible in the personal rule editor. The allowed destinations configuration page is divided into three lists corresponding to the inbound, outbound and fallback destinations/actions configuration. This list allows a subset of the possible destinations/actions to be made available for inclusion in end user created rules. The end user will only be able to select among destinations/actions specified for the user groups that the user belongs to. To add destination/action to the different lists In the main menu, select the destination to add from the drop-down list and click on the Add button. To delete a destination/action from a list In the main menu, on the right side of the destination, click X Editing End-user Rules as an Administrator The administrator is able to view and add/delete call routing rules that were created by the end user. This is practical for support and troubleshooting purposes. To add user rules for a specific user In the main window, use the Search for user to add individual rules search field. Select the user Edit the rules for the user, then click Back Rules for Rule-based Numbers This section lists all the configured rules. This is described in Section 6.13, Rule Based Numbers. A call routing rule can be created to handle incoming calls to the corresponding number in the list. To create a call routing rule that can handle incoming calls to the corresponding number in the list In the main menu, click Rules. It is necessary to associate a rule with a rule based number in order for the system to know where to route incoming calls Call Transfer 24

25 The service configuration for the call transfer is used to control how call transfers should be handled by the system at an organization/user group level. This page shows how long time, in seconds, a call transfer takes to time out by the system if there is no answer and the user initiating the transfer will be notified about this and get the call back. To control how call transfers should be handled by the system: 1. In the Services menu, select Call transfer. 2. The following options are available: To configure call transfers for an organization, click on the Configure for all users in the organization option. To configure call transfers for an individual group, click on the name of the group. 3. The following option is available: After how many seconds should a transfer time out? - In the text box enter the number of seconds when a call transfer should time out. 4. In the main menu, click on the Save button Call tags Call tags are used to control call routing, and what trunk order to apply. Call tags can be set on organizational, group, or user levels. If a number range based source tag already exist, the following options are available: append tags - Call tags are appended to the number range source tags. replace tags - Call tags replaces all number range tags. keep number range tags - Call tags are only used if no number range tags exists. Default is to append tags Contact Lists The contacts lists service allows the administrator to define a set of contacts or corporate directory shortcuts that are present in the contacts page of the self provisioning interface or a personal contact list in the Softphone for users that belong to the configured organization/user group/user. If a user belongs to multiple groups the total set of contacts that are defined for each group will be displayed to the user. A maximum of 75 contacts can simultaneously be displayed in a contact list. Search results truncated at 25. Two types of items can be added to the list. This is described in the following sections Mandatory contacts The first section of the contact list configuration page displays a list of corporate shortcuts and external contacts. A shortcut is a reference to an entry in the corporate directory that is displayed in the list. This means that changes to the corresponding entry in the corporate directory will be visible to the user. Changing an external contact will result that the contact will be removed and need to be added again to the mandatory contact list. 25

26 A list of the configured contacts is displayed. To delete a mandatory contact In the main menu, on the right side of the shortcut, click X. Only the shortcut is removed, not the corporate directory that the shortcut is referenced to, the same applies for external contacts. To add a mandatory contact: 1. In the Services menu, select Contact lists.. 2. In the main menu, click Add contact. This opens a search page that allows a user to search for a contact and to add a shortcut to and from the corporate directory and external created contacts. 3. The following options are available: Select a contact to add a shortcut to - In the text box, enter a search string in the search field and click on the Search contact button. A list of matching search results is displayed. Username, firstname or lastname - In the text box. 4. In the search result list, click on the contact and click on the Save button. To search for a user In the main menu, enter part of the user's id, first or last name and click on the Search button Contact list template The contact list templates are used to create a default contact list that a user will inherit when created. The contact list of a user will contain contacts from all user groups the user is member of as well as contacts from the contact list template of the organization. Contact list templates can also be re-applied to existing users. The templates are created by an administrator and are added as favourites only for new users. The template can be added also for old users, but this will result in removing all the favourites previously added by the user. Re-applying the template can be done either by an administrator, or by the users themselves in the user web on the Contacts page. To add groups or users to the template Click on the text link Add groups or users to your favourite template... In the popup window, select whether you want to add all users of the organization to the template, a group or a single user. For a user or group also specify the name of the group or user. Finish by clicking Add. To add an external contact to the template Click on the text link Add external contact to your favourite template... 26

27 In the page that appears, fill in details on the external contact and click Save when done. To edit details of an external contact in the template In the list of favourite templates, click on the external contact you want to change. In the page that appears, alter the details you wish and click Save when done. To remove groups, users or external contacts from the template In the favourites template table, click on the X to the right of the contact you want to remove. To re-apply contact list templates to all users of an organization In the contacts list page of the organization, click on Re-apply templates button. To re-apply contact list templates to all users of a group In the contacts list page of the group, click on Re-apply templates button. To re-apply contact list templates to a single user In the contacts list page of the user, click on Re-apply templates button. that when re-applying a favourite template, the contacts who were added to the user by the previous template will be overwritten unless the user has changed them Organization/User Group/User Contacts The contacts list section allows custom contacts that do not belong in the corporate directory to be added to an organization/user group/user. These contacts are displayed in a list. To delete a contact In the main window, on the right side of the list click X. To add a new contact: 1. In the Services menu, select Contact lists.. 2. In the main window, click on the Add contact option. 3. The following options are available: Company / organization - In the text box, enter the name of the company or organization. Department - In the text box, enter the name of the department. First name - In the text box, enter the first name. Last name - In the text box, enter the last name. Short name -In the text box, enter a short name. Street - In the text box, enter an address. Postalcode - In the text box, enter a postal code 27

28 City - In the text box, enter the name of the city. Country - In the text box, enter the country name. - In the text box, enter the address. 4. In the Phone numbers section, to add a phone number, click on the Add phone number button. The following options are available: Type - In the drop-down list, enter the type of phone. Location - In the drop-down list, enter the area where the phone is located. Phone number- In the text box, enter the actual number. Abbreviated number - In the text box, enter the abbreviated number. 5. In the main menu, click on the Apply button. 6. In the main menu, click on the Save button. To edit a contact In the main window, click on the contact in the list. The Import contacts option allows multiple contacts to be imported into the system from a semi-colon separated file. You can decide yourself the order of the data for each contact, and map the correct data in the file to the correct data in the system after you have uploaded the file. Since different languages use different special characters and there are different ways to encode this in different computer systems, use caution when importing user data that contains these types of characters. The server uses a standard called UTF-8 to represent international characters. The number of contacts in the file to be imported must not be larger than 500! To create a semi-colon separated user file to import from Excel: 1. Create an Excel sheet with columns that represent the values to import for a user. Use one row per user. 2. On the File menu, click Save As In the Save as type list, select Semicolon separated. 4. On the File menu, click Save As In the Encoding list, select UTF-8 and then click Save. 6. The text file contains the correct character encoding for importing. To import contacts: 1. In the Services menu, select Contact lists.. 28

29 2. The following options are available: To import contacts for an organization, click on the Configure for all users in the organization option. To import contacts for an individual group, click on the name of the group. 3. In the main menu, click on the Import contacts button. 4. In the main menu, click on the Browse button and select the file that will be imported. 5. In the main menu, click on the Import contacts button. The contact page contains the fields described in the following section Contact Details The following contact details can be stored: Company/organization Department First name Last name Short name Street Postal code City Country Contact Phone Numbers A contact can have multiple phone numbers. Phone numbers are listed in the phone number section of the contact edit page. To delete a configured phone number In the main menu, on the right side of the number, click X. One of the phone numbers configured for the contact is marked as the default phone number. The default phone number is the number that is dialed from the Softphone when clicking the call button of a collapsed contact in the contact list. Type - This drop-down list is used to select which type of phone to add. The available values are Fixed for fixed phones and Mobile for mobile phones. Location - This drop-down list is used to select the location where the phone belongs. The available values are Business for business phone numbers and Private for private phone numbers. Phone number - This field is filled out with the actual phone number to add. 29

30 Abbreviated number - This field is used to allow a number of a contact that was defined for the organization or user group to be dialed using a short number instead of the full number. To save the entered values In the main menu, click on the Save button Directory Information The directory information configuration is used to control who is allowed to see which users from the directory and which directory information fields that are displayed when a search is performed. For example, it will be possible to configure for a organization or a user group, which other groups from the same or linked organizations that are authorized to see the member of the user group when searching the directory and which fields to display. This rule is valid on organization and group level. Configuration for who may see other users' directory information: 1. In the Services menu, select Directory Information. 2. The following options are available: To set directory information rules for all users, click on the Configure for all users in the organization option. To set directory information rules for a group, click on the name of the group. 3. The following options are available: Which groups are allowed to search directory information - Select the check box next to the group(s) that will be allowed to search and view directory information for fields 1-3 and display information for fields 4-6. This setting only applies to users having the visibility set to Show based on authorization. If the user that is searched for has the setting Always show, the user will always be searchable (fields information shown in 4-6) independent on the Which groups are allowed to search directory information setting. Which groups can search field XX - This will control which groups that are able to search and view information in the specific field. This setting applies to all user, even if the user has the visibility setting Always show. 4. In the main menu, click Save Diversion Bypass The diversion bypass service configuration is used to control what users are using the diversion bypass option while calling other users. This is configured by selecting specified user groups that contain the users that should be allowed to use the diversion bypass option for calls to the organization/user group/user that is being configured. All user groups configured in the system are listed and the check boxes are used to select the authorized user groups. To control what users that are using the diversion bypass option while calling other users: 1. In the Services menu, select Diversion bypass.. 30

31 2. The following options are available: To bypass diversion rules, click on the Configure for all users in the organization option. To bypass diversion rules, click on the name of the group. 3. The following options are available: Which groups are allowed to bypass diversion rules set by - Select the check box next to the group(s) that will be allowed to bypass diversion rules. 4. In the main menu, click on the Save button. To search for a user In the main menu, enter part of the user's id, first or last name and click on the Search button Exchange settings You can integrate MiCloud with your Exchange 2003, 2007 or 2010 server to permit users to see Exchange status information in their Softphone on other users. The MiCloud can synchronize user presence changes with Exchange 2007 SP1. The synchronization is "one-way", with presence changes in Exchange calendar events applied to the presence of the MiCloud user. Changes will never be sent in the opposite direction, from MiCloud to Exchange. The synchronization is available for Exchange 2007 SP1 or later. Once set-up, the Exchange server will be polled for presence changes 1 hour in advance. The poll-interval can be set manually. Currently, only Exchange events with a presence settings of "Busy", "Out of Office" or "Free" will be synchronized. "Free" will be translated into the presence state "Available". On the Exchange settings page you set the service configuration for organizations, user groups or individual users. You can have different settings for different user groups, and prioritize which setting to apply first. 31

32 To set the Exchange service configuration: 1. In the Admin view, select Services menu, and then Exchange settings. 2. Select the appropriate user, user group, or configure for all users in the organization. 3. Enter the URL for the Exchange server. 4. Set the Exchange data update period in minutes for the Softphone. The Softphone updates the presence state for the contacts in the Contacts list. Avoid setting a too short period if your organization is large, to minimize load on the Exchange server. 5. Enter the name of the calendar folder for the user group. For example, if the users in the group have Swedish localization the calendar application should be named Kalender. 6. Select Save. Authorization for viewing Exchange information is set in the Admin view, in Services > Presence authorization External API Authorization You can use external applications to manage organization and user provisioning. Set what parties are granted access to which APIs. You can set access rights for all users in the organization, for specific groups or for specific users. To configure which APIs access can be granted to 1. In Admin view, select Services > External API authorization and select which to set access rights to. 2. Mark the check boxes for the APIs access should be granted to. 3. Click Save. Users with MiCloud Office running Windows Phone must be able to create tickets with the following authorization: Contact search, Call setup, User info, Event channel and ACD/attendant queues Most APIs are described in "MiCloud Telepo for Service Providers, User Web API description" and "MiCloud Telepo for Service Providers, Admin Web API description". The Event channel API is used for mobile chat if the MiTeam license is not enabled. The Reports API is described in "Call Details Records". 32

33 3.17. External telephony system integration You can integrate MiCloud with an external telephony system to permit users to communicate seamlessly between the two. For some kinds of external telephony systems (e.g. Lync 2013), you may also choose to synchronize presence and call state with MiCloud presence. On the External telephony system integration page you set the service configuration for organizations or user groups. You can have different settings for different user groups, and prioritize which setting to apply first. To configure the External telephony system integration: 1. In the System view, select Services menu, and then External telephony system integration. 2. Select the appropriate user group or configure for all users in the organization. 3. The External telephony system integration configuration page will be displayed. 4. Select the appropriate PBX connector from the drop down list displayed on the page. PBX Connectors are configured and added to the drop down list in the PBX connector page under the Organization menu. 5. Configure the settings for the PBX connecttor. that the available settings differ depending on the type of connector selected. All possible available settings are: Presence mappings will appear if the PBX connector can provide MiCloud with presence information. This section is described in more detail in Section , Presence mapping. The Show when in Skype for Business or Lync call check box appears if the PBX connector is for a Skype for Business/Lync telephony system. Check it if you want your MiCloud presence information to reflect whether you are busy in a Lync call or not. This is shown in the same way for each user as if they are busy in a call within the system. The displayed information relies on the Call state rather than the presence state of your user. The connector uses the Connect to host and Connect to port setting of the connector to synchronize Call state information. The required settings must be present for this function to be selectable. The Enable Mobile Extension routing check box should be checked if Mobile subscribers of type MEX, whose devices adhere to the selected PBX connetor, will have their originating calls routed to the external telephony system Presence mapping This section describes how presence states defined in the external telephony system should be interpreted and mapped against presence states in MiCloud Skype for Business / Lync presence mapping For Skype for Business or Lync, there are five presence states, represented by the following states in the Lync GUI: 33

34 Offline - Sign Out Online - Available Away - Appear Away, Be Right Back, Off Work Busy - Busy Do Not Disturb - Do Not Disturb You have to create rules for how the MiCloud should interpret Lync presence states into MiCloud presence. These rules are one-way only. MiCloud presence will be affected by changes in Lync presence, but not the other way around. When aggregating presence from calendar sync or future presence, Lync presence state changes will override presence states from other sources. New presence rule 1. Select Add Rule to setup how Lync presence states should be interpreted into MiCloud presence states. 2. Click on Set Type in the Skype for Business / Lync Presence column (when configuring a new rule mapping, the drop-down appears automatically) and pick one of the available Lync presence states in the dropdown list. 34

35 3. Click on Set Activity in the System Presence column (when configuring a new rule mapping, the drop-down appears automatically) and pick one of the listed MiCloud presence states in the dropdown list. 4. You can add rules for additional Lync presence states by clicking the Add rule icon. Edit presence rule 1. If you wish to edit the interpretation rule, click on either the Lync or MiCloud presence state. 2. A drop-down appears with avaialble presence states. Pick a new presence state from the list. Delete presence rule 1. If you wish to delete a presence interpretation rule, pan the pointer over the rule you want to delete. An X will appear to the far right of the rule. 2. Click the X to the far right of the rule to delete it. You will be asked to confirm the action Fax settings The fax settings page is used to configure the fax service with a set of parameters that will be applied to the configured organization/user group/user. These parameters control how incoming faxes to users are handled by the system. When Secure RTP is enabled on the gateways, sending or receiving fax messages is not supported. 35

36 To configure the fax settings: 1. In the Services menu, select Fax Settings. 2. The following options are available: To set the fax settings, click on the Configure for all users in the organization option. To set the fax settings, click on the name of the group. 3. The following options are available: Notify new messages by SMS? - In the drop-down list, select Yes or No. Notify new messages by ? - In the drop-down list, select Yes, attach fax, Yes or No. How many days should old messages be stored before they are automatically deleted? - In the text box, enter the number of days the old messages should be stored. What's the maximum inbox size (in megabytes)? - In the text box, enter the max inbox size (in megabytes). 4. In the main menu, click on the Save button. To search for a user In the main menu, enter part of the user's id, first or last name and click on the Search button How to Notify the User about New Fax Messages This setting controls how the user should be notified about new fax messages. Select one or more of the following options: By SMS - An SMS message is sent to the user's mobile phone when a new fax message has been received. By - An message is sent out notifying the user about the new fax message How Many Days Should Old Messages be Stored Before Automatic Deletion This field is filled in with a number indicating how many days the fax messages will be stored on the system before being automatically deleted What is the Maximum Inbox Size This field is filled in with the number of megabytes that a user is allowed to use for storage on the system Feature Codes Feature codes allow users to interact with the system using the dial pad of the phone Feature Code Configuration Feature code configuration allows the system to be configured with the actual codes that are typed on the phone to control a certain service. Two types of services are controlled 36

37 by feature codes, the type that is activated and deactivated (for example, call diversion), and another type where a feature code is used to set a parameter (for example, requesting diversion bypass for a call). In general, an activation feature code can be described as <prefix>parameters<suffix> and deactivation feature code <deactivation>, for example, activation of call diversion to extension 1000 is set by the feature code *21*1000# where *21* is the prefix, 1000 is the parameter and # is the suffix, i.e. All digits between <prefix> and <suffix> is sent as parameters to the services. Deactivation of call diversion is #21# where #21# is the <deactivation> for this service. The feature code configuration page allows the <prefix>, <suffix> and <deactivation> matching patterns to be configured for the different services that allows feature codes to control the system. You can have a multi character suffix. Feature codes are supported from SIP, analog and Softphones. The configuration consists of one section per service where these values can be configured. The system comes pre-configured with a set of default values for all the available services. These services can be modified on an organization/user group/user level. Feature code configuration The services supporting feature code control are listed below. 37

38 ACD Group Login/Logout The ACD agent login/logout feature code allows ACD agents to log in/out to different ACD group numbers using the dial pad of the phone. Default activation prefix: *28*, activation suffix #, e.g. *28*<ACD group id># to use the service, where the <ACD group id> is replaced by the id configured for the ACD group to log in to. Default deactivation prefix: #28#, deactivation suffix #, e.g. #28#<ACD group id># to log out Call Intrusion Feature Code The call intrusion feature code allows a prefix to be dialed before the phone number to activate the intrusion service. Default activation prefix: *60*, activation suffix #, e.g. *60*<number to intrude on>#. Default deactivation: Not applicable Common Call Pickup Feature Code The common call pickup feature code allows a user to pick up any ringing phone that the user has the right to pick. This is configured in Section 3.5, Call Pickup. Default activation prefix: *5*, activation suffix #, e.g. *5*# Directed Call Pickup Feature Code The directed call pickup feature code allows a user to pick up a specific ringing phone by specifying the ringing phone's number that the user has the right to pick up. This is configured in Section 3.5, Call Pickup Default activation prefix: *4*, activation suffix #, e.g. *4*<number to pickup># Diversion Bypass The diversion bypass feature code allows the user to request a bypass of diversions on a per call basis. Default activation prefix: *60*, activation suffix #, e.g. *60*<destination number># to use the service. Default deactivation: Not applicable Get My Active Call Feature Code The get my active call feature code allows a user of an FXS phone to pick up an active call from the mobile phone or Softphone by pressing a feature code. Default activation prefix: *6*, activation suffix #, e.g. *6*# Diversion The call diversion feature code allows the user to activate and deactivate call diversions using the dial pad of the phone. Default activation prefix: *21*, activation suffix #, e.g. *21*<diversion number># to activate. Default deactivation #21# 38

39 Schedule event The schedule event code allows an authorized user to override the schedule information set in the system using the dial pad of the phone. An authorized user belongs to a group with Schedules admin marked. This feature place an overriding schedule event on top of the current events for the function number. It can only be one overriding event on top of the normal schedule events. If a new overriding event is created when an overriding event already exists, the new event will replace the old one. The unique feature code id is configured on each function number. Default activation prefix: *124*, activation suffix #, e.g. *124*<feature code id>*<state>*<optional duration>*<optional forward number># to set the users scheduled event to the state matching <feature code id>. The states can be one of the following: 0 - Function number is open 1 - Function number is closed and forwarding is not possible 2 - Function number is closed but forwarding is active Duration is given in minutes and unless a value is entered it will be set default to midnight. Default deactivation prefix: #124#, deactivation suffix #, e.g. #124#<feature code id># to end the schedule event Set Activity Feature Code The activity feature code allows a user to change the activity presence information set in the system using the dial pad of the phone. The actual numbers representing an activity entered for the feature code is configured in the presence state administration for the organization. Default activation prefix: *23*, activation suffix #, e.g. *23*<activity id># to set the users activity to the state matching <activity id>. Default deactivation: Not applicable Set Role Feature Code The role feature code allows a user to change role presence information set in the system using the dial pad of the phone. The actual numbers representing a role entered for the feature code is configured in the presence state administration for the organization. Default activation prefix: *24*, activation suffix #, e.g. *24*<role id># to set the users role to the state matching <role id>. Default deactivation: Not applicable Set Role for Call Feature Code The set role per call role feature code allows a user to place a call and place it in a selected role, without having to change the presence role setting. For example, if the role is set to business but the user wants to place a single call that belongs to the private role. Default activation prefix: *25*, activation suffix #, e.g. *25*<role id>*<destination number># to place a call to <destination number> with the role set to <role id>. Default deactivation: Not applicable Transfer to voic 39

40 Default activation: Dial feature code, *1*< destination user numbe>#. The call is then transferred to voice mail, where the caller may leave a message to the user of <destination user number>. Default deactivation: Not applicable Future Presence Authorization The future presence authorization configuration page is used to control the future presence information being displayed to other users in the system for the users in the organization/user group being configured. This is configured by selecting other user groups that are allowed to view the future presence related information by selecting these groups for each information level. This information when configured with intended presence authorzation for activities, roles and notes is used to control if activity, role and note is authorized for future presence information or not. To control the future presence information being displayed to other users in the system: 1. In the Services menu, select Future Presence authorization. 2. The following options are available: To configure who may see different parts of other people's presence state, click on the Configure for all users in the organization option. To configure who may see different parts of other people's presence state, click on the name of the group. 3. The following options are available: What groups can see future presence information - Control what user groups that are allowed to view user future peresence information in the configured organization/user group What groups can set future presence information - Control what user groups that are allowed to change future presence information for the configured organization/user group 4. Click Save Intercom Call The intercom call service configuration is used to control which users are allowed placing intercom calls to other users. To configure this select the specific user groups that contain the users that are allowed to place intercom calls to users belonging to the organization/user group/user being configured. All user groups configured in the system are listed and the check boxes are used to select these authorized user groups. The Softphone application will only display the intercom button in the contact list if the remote party is registered with an intercom capable device (Softphone or desk phone) and the user is authorized to place an intercom call to this user. To control what users that are allowed to place intercom calls to other users: 1. In the Services menu, select Intercom call. 2. The following options are available: 40

41 To configure which user groups are allowed to place intercom calls to the server, click on the Configure for all users in the organization option. To configure which user groups are allowed to place intercom calls to the server, click on the name of the group. 3. The following option is available: Which user groups are allowed to place intercom calls to - Select the check box(s) next to the user group(s) that will e allowed to place intercom calls to the server. 4. In the main menu, click on the Save button. To search for a user In the main menu, enter part of the user's id, first or last name and click on the Search button Call routing line match Tags can be used to match primary and secondary line rule sets. You can set a tag on the trunk group used for breaking in the incoming call and then specify that calls with that tag should be associated with primary line rules or with the secondary line rules. The tags available are those that are set on trunk groups. Configure for all users in the organization Do as follows: 1. Click Configure for all users in the organization. The Service configuration for (name of organization) page is displayed. 2. From the lists, select tags that will enforce match of the primary line and secondary line rules. 3. Click Save. Configure for user group Do as follows: 1. Click User group. The Service configuration for (name of organization) is displayed 2. From the lists, select tags that will enforce match of the primary line and secondary line rules. 3. Click Save Music on Hold The music on hold service is used to configure the waiting music a user calling into the configured user/user group/function number hears when the call is being placed on hold. To do this select among the voice prompts loaded in the system from the drop-down list. To configure the waiting music a user calling into the configured user/ user group/function number hears: 1. In the Services menu, select Music on hold. 41

42 2. The following options are available: To configure what the user will hear when they are on hold, click on the Configure for all users in the organization option. To configure what the user will hear when they are on hold, click on the name of the group. 3. The following option is available: Prompt to play (repeatedly) when put on hold - In the drop-down list, select the prompt to play when a user is put on hold. 4. In the main menu, click on the Save button. To search for a user In the main menu, enter part of the user's id, first or last name and click on the Search button Working hours The working hours service allow schedules to be configured on a per organization/user group/ user basis. If a user belongs to multiple groups with different schedules, the user's schedule will be the same as the group with the highest priority. For example, if one group with priority 3 has working hours scheduled between 8:00 to 15:00 and another group has between 10:00 to 19:00 and a priority of 5, the result will be a working schedule of 8:00 to 15:00 for a user belonging to both groups. To configure the working hours service: 1. In Admin view, select Services > Working hours. 2. Choose if you want to configure for all users in the organization, for a user group, a specific user or for a function number. 3. Enter the Regular working hours. 4. If you want to add additional working hours, click Add. 5. Click Save Regular Working Hours The working hours configuration consists of defining the work schedule for an organization/user group/user. The configuration is filled out in the table consisting of from and to columns specifying the start times and stop times for the work schedules, and has rows corresponding to the day of the week. From and to values can be left empty for non working days. You can have one start and stop time per day. If you need to add multiple sets of working hour schedules per day or a working hour schedule that spans over midnight, add these via the "Additional working hours" settings Working Hour Exceptions 42

43 The working hour schedule is defines the working hours for an organization/user group/user for a normal working week. However, exceptions to this schedule can be configured by for example, specifying a date for a holiday. Tip Exceptions to working schedules due to holidays should be configured at the organization level, since exceptions are inherited for all users and groups. Additional exceptions may be added on a user group and user level then these will be used as well as exceptions for users belonging to these user groups. Exceptions are configured using the drop-down lists which will show up after pressing the Add button. These are used to construct a date and time interval. The drop-down list is mapped to the following values that can be set: Year - Month - From date - From time - To date - To time The drop-down lists contain an actual date/time value or the Every keyword. This keyword is used to specify that any value configured for this parameter will match the working schedule exception. For example, if you want to add an exception on the 25th of December every year, select Every for year, Dec for month, From: date 25 and hours 00:00, To: date 25 and hours 24: Additional Working Hours Opposite to exceptions, it is possible to configure additional working hours that can be added to regular working hours. This is used to extend the working hours for a specific date and time interval, for example, to increase the service during a sales campaign for a group of sales people. Additional working hours are configured in a similar way to working hour exceptions using drop down menus specifying the date and time interval. Additional working hours have higher priority in the system than exceptions, so if you have an exception for the same hours you want to have additional working hours, the system will use the settings for the additional working hours Extend working hours The extend working hours service is used to specify which users are allowed to override scheduled working hours settings and add extra working hours. To configure this select the specified user groups that contains the users that are allowed to extend working hours. To configure the users that are allowed to change working hours. 1. In the Services menu, select Extend working hours authorization. 2. The following options are available: To decide which users are allowed to extend working hours, click on the Configure for all users in the organization option. To decide which users are allowed to extend working hours, click on the name of the group. 3. The following option is available: Allow to extend working hours? - In the drop-down list, select Yes to allow extend working hours or No to not allow any extension of working hours. 43

44 4. In the main menu, click on the Save button. To search for a user In the main menu, enter part of the user's id, first or last name and click on the Search button Notifications Notifications regarding new voic s, call recordings, fax received and conference invitations can be sent with an message. The notifications contain a link to the IP-address / TLS domain of the system. You can configure to use another URL than the predefined on organization, user group or user level Number Conversions The number conversion service is used to define number rewrites for calls placed on an organization/user group/user level. Number rewrites are used to convert dialed numbers between number formats. The system always uses full international numbers internally when resolving users and services, for example, the global numbering plan. At the start of a number the presence of a plus (+) sign indicates that a number belongs to the global numbering plan. The reason to have a global numbering plan is to support users that belong to multiple organizations in the same system and thereby avoid number conflicts. International use of the system is supported by this approach and has users from multiple countries in the same system. However, it is inconvenient for a user to always have to place a call using the full international number when calling another user in the system as well as seeing the calling party number presented in full international format for incoming calls. This is resolved by configuring number plans. This service is related to both calls placed by a user in terms of rewriting the dialed number and to incoming calls to a user in terms of rewriting the calling party number for the incoming call. Number conversions always convert from a number plan specific to the organization/user group/user and to the international number plan. A number conversion could be created to allow internal dialing by short extension numbers between users or to avoid dialing area code numbers for external calls. To define different dialing rules for users in different locations, for example, different area code handling, user groups corresponding to these locations should be created and corresponding numbering plans can be added to perform the conversions. The number conversion administration page lists the different number rewrite rules for the organization/user group/user that will be configured. To edit a number conversion rule In the main menu, click on the corresponding line. To delete a number plan rule In the main window, on the right side of the plan rule, click X. To add a new number conversion: 1. In the Services menu, select Number conversions. 2. The following options are available: To define number rewrites for calls placed on an organization/user group/user level, click on the Configure for all users in the organization option. 44

45 To define number rewrites for calls placed on an organization/user group/user level, click on the name of the group. 3. In the main menu, click on the New rule option, the following options are available: Match numbers with prefix- In the text box, enter the digits that a dialed number should start with in order for this rule to be effective Followed by - In the drop-down list, select a specific number of digits to follow the match prefix of the rule to become effective. Rewrite prefix to - In the text box, enter the number that the matching prefix should be replaced with. 4. In the main menu, click on the Save button. To search for a user In the main menu, enter part of the user's id, first or last name and click on the Search button. To configure a number conversion rule Match numbers with prefix - This text box is filled in with the digits that a dialed number should start with in order for this rule to be effective. For example, if 1 is entered each number starting with 1 will match this rule. Followed by - This drop-down list allows a specific number of digits to follow the match prefix of the rule to become effective. Rewrite prefix to - This text box is filled out with the number that the matching prefix should be replaced with. Any shortnumber starting with zero makes it impossible to call from outside the mobile client to an external number. Example 1. Internal numbering conversion To create a rule to allow users to dial using four digit numbers the following rule is created for the organization. The organization has a number range in international format that is [00-99]. The users have personal numbers belonging to this range. However, the organization would like to be able to call internally using four digits and the numbers To allow this, a number plan rule is configured: 1. The Match numbers with prefix field is set to The Followed by value is set to 2 digits. 3. The Rewrite prefix to field is set to This will create the rule mapping from an internal numbering of 4 digits length starting with the digits 20 and map it to the international number range allocated to the company. Example 2. External dialing To create a rule that allows the users to dial a double zero (00) for external national calls starting with the area code zero the following rule is created for the organization: 45

46 1. The "Match numbers with prefix" field is set to 000, two zeros to match the double zero for external call, and the third zero to match the zero of the area code of the dialed number. 2. The "Followed by" value is set to "Any number of digits". 3. The "Rewrite prefix to" field is set to the international prefix for the country of the organization, e.g. +46 for Sweden Presence Authorization The presence authorization configuration page is used to control the amount of presence information being displayed to other users in the system for the users in the organization/user group being configured. This is configured by selecting other user groups that are allowed to view the different presence related information by selecting these groups for each information level. Presence information is not visible for Business Line Users. To control the amount of presence information being displayed to other users in the system: 1. In the Services menu, select Presence authorization. 2. The following options are available: To configure who may see different parts of other people's presence state, click on the Configure for all users in the organization option. To configure who may see different parts of other people's presence state, click on the name of the group. 3. The following options are available: What groups can see presence information regarding activities - Control what user groups that are allowed to view user activity information in the configured organization/user group, for example "Lunch" or "Meeting". What groups can see presence information regarding roles - Control what user groups that are allowed to view user role information in the configured organization/user group, for example, "Private" or "Business". What groups can see presence information regarding chatting/online status Control what user groups that are allowed to view users' availability for chat in the configured organization/user group. If this is allowed the user will see the chat button in the contact list of the Softphone, and a chat bubble in the mobile client, when the other user is online. If a chat is not allowed, the button will not be present. What groups can see presence information regarding personal notes - Control what user groups that are allowed to view personal note information for users in the configured organization/user group (i.e. see the note icon in the contact list and read the note messages). What groups can see calendar information: - Control what user groups that are allowed to view Calendar information. If this is allowed the user will see an icon in the contact list in the Softphone representing the Calendar status, that is busy, in meeting for example. Calendar subject is not shown. Set the policies for the calendar connector in Services > Presence synchronization policies. 46

47 What groups can see calendar subject: - Control what user groups that are allowed to view Calendar subject, for example, the current busy information. Set the policies for the calendar connector in Services > Presence synchronization policies. The calendar connector handles the authentication towards the exchanges systems instead of the exchange server itself, which means that all presence synchronization policies configured will apply to all users that have the presence authorization settings calendar information and calendar subject marked. What groups can set presence information regarding activities - Control what user groups that are allowed to change user activity information for the configured organization/user group, for example to "Vacation" or "Sick". What groups can set presence information regarding roles - Control what user groups that are allowed to change user role information for the configured organization/user group, for example from "Business" to "Private". What groups can set presence information regarding personal notes - Control what user groups that are allowed to change the personal note information for users in the configured organization/user group. 4. Click Save Presence state changes The settings here control what happens when presence end time expires and what to prioritise when there are multiple overlapping presence statuses scheduled. Fallback to default presence state when activity end time expires - Configure if the presence automatically falls back to the default presence state after the activity end time has expired. This is valid only when setting an activity with end time, scheduled presence changes such as calendar integration or future presences are not affected by this setting. An end user can set this value on the user web, and the set value overwrites the setting on organization and group level. The available options are: None - If you do not set an option, the state is inherited by that set on organization. This can either be YES or NO. Blank on organization counts as NO. A new organization has the default value YES. An organization that is restored from a backup inherits the value NO. YES - Always fall back to the default presence state. NO - Never fall back to the default presence state. Persistent activity presence states - Select which activity states that should be persistent, i.e. states enabled for persistance will not be overridden by any scheduled activity changes. The persistent activity can only be changed manually during the time it is active (the persistent activity itself can of course have an end time). Scheduled activity changes is either calendar integration or future presences. Set presence activity priorities in case of overlapping presence events - Configure priorities for different activity presence states. This is useful when there are multiple presences active at the same time to decide which activity to apply. Use numeric values, a higher value is a higher priority. 47

48 3.30. Presence synchronization policies You can set calendar synchronization options both on a per-connector and per-user group level. These rule settings facilitate the translation of differing presence state terminology between external calendars and the MiCloud presence states. You set presence mapping rules and presence exclusions from mapping. The order of the listing dictates priority. Rules and exceptions high up on the list will override those underneath. Rules and exceptions dictate how calendar events of external sources are interpreted by the MiCloud. Whether to add them as a presence change or ignore the events. For instance, you could set the rule that when the presence state in the Microsoft Exchange Server calendar is set to Free, it shows up in MiCloud as Available. You would normally also want to set up an exclusion rule to exclude Private events from being shown in the calendar for other people. Presence mapping rules will be matched case insensitive, but text strings will be displayed in capitol and lower case letters as they were written. The calendar connector handles the authentication towards the exchanges systems instead of the exchange server itself, which means that all presence synchronization policies configured will apply to all users that have the presence authorization settings calendar information and calendar subject marked. The Presence synchronization policies view lists all user groups belonging to the organization as well as the option to configure settings for the entire organization. If you click on a User Group or the Configure for all users in the organization link, the Setup rules and exclusions view will be displayed. To set up a presence mapping rule 1. Click on a User group or the Configure for all users in the organization link. The Setup rules and exclusions will be displayed. 2. Select connector to apply the policy to in the Select connector dropdown list. Connectors are configured in the Organization/Calendar connectors view. 48

49 3. Click the Add rule icon to create a new presence mapping rule. 4. The Set Type dropdown list is displayed. You can choose between the types Availability, Subject, Location or Private. Availability - will display the Match dropdown list, where you can pick one of four basic Microsoft Exchange activity states to map against a MiCloud presence activity. The four states are Free, Tentative, Busy and Out of Office. Subject - allows you to match an activity title to a presence activity. You can match against a specific text string or a partial match by using wildcards (*). Wildcards can be placed before, after or on both sides of the string. Location - allows you to match a location to a presence activity. You can match against a specific text string or a partial match by using wildcards (*). Wildcards can be placed before, after or on both sides of the string. Private - will display a checkbox in the Match column. Checking it indicates that you wish to match the Private activity to a presence activity in MiCloud. 5. Once you've set the Type you can set a presence state to Match it to. A dropdown list will display the following options: Custom activity - one or several custom activities added in the Organization/Presence states view. Office Available Busy Lunch Meeting Out of office Vacation 6. The Role dropdown list will be displayed. Pick whether the presence state should be set to Private or Business. Set rule priority 1. Create presence synchronization rules as described above. 2. To the far left of each presence synchronization rule there is a grab and drag icon. Click and hold over it and then drag the rule up or down in the list of rules. The top rules in the list will have the highest priority and override those of lower rank in the list. Edit rules 1. To edit presence synchronization rules, simply click on the Type, Match, Activity or Role. 2. The relevant dropdown list will be displayed and all you have to do is make your new choice. Please note that a change in one rules column may impact the choices in other columns. 3. If you click anywhere else but in the displayed dropdown list you will cancel the edit operation. 49

50 Delete rules 1. To delete presence synchronization rules, place your mouse over the rule to delete. To the far rigth of the rule, an "X" will be visible. If you click it the rule will be deleted. To set up a presence mapping exclusion 1. Click on a User group or the Configure for all users in the organization link. The Setup rules and exclusions will be displayed. 2. Select connector to apply the policy to in the Select connector dropdown list. Connectors are configured in the Organization/Calendar connectors view. 3. Click the Add exclusion icon to create a new presence mapping exclusion. 4. The Set Type dropdown list is displayed. You can choose between the types Availability, Subject, Location or Private. Availability - will display the Match dropdown list, where you can pick one of four basic Microsoft Exchange activity states to map against a MiCloud presence activity. The four states are Free, Tentative, Busy and Out of Office. Subject - allows you to match an activity title to a presence activity. You can match against a specific text string or a partial match by using wildcards (*). Wildards can be placed before, after or on both sides of the string. Location - allows you to match a location to a presence activity. You can match against a specific text string or a partial match by using wildcards (*). Wildards can be placed before, after or on both sides of the string. Private - will display a checkbox in the Match column. Checking it indicactes that you wish to match the Private activity to a presence activity in MiCloud. An unchecked box matches all events that isn't flagged to Private. 5. Once you've set the Type you must set a presence state to Match it to. A dropdown list will display the following options: Free Tentative Busy 50

51 Out of office Set exclusion priority 1. Create presence synchronization exclusions as described above. 2. To the far left of each presence synchronization exclusion there is a grab and drag icon. Click and hold over it and then drag the exclusion up or down in the list of exclusions. The top exclusions in the list will have the highest priority and override those of lower rank in the list. Edit exclusion 1. To edit presence synchronization exclusions, simply click on the Type or Match. 2. The relevant dropdown list will be displayed and all you have to do is make your new choice. Please note that a change in one exclusion column may impact the choice in the other. 3. If you click anywhere else but in the displayed dropdown list you will cancel the edit operation. Delete exclusions 1. To delete presence synchronization exclusions, place your mouse over the exclusion to delete. To the far right of the exclusion, an "X" will be visible. If you click it the exclusion will be deleted Ring tones You can configure different ring tones to be associated with different number types for snom phones. This can help to quickly distinguish between, for example, important attendant or hunt groups and internal calls. There are 9 different ring tones available. Ring tone 1 is the default ring tone on the snom phones. It is possible to override the set ring tone scheme on the organization level by setting ring tones on group, or even user level. The following number types can be configured: Calling party - External user Calling party - Internal user Hunt group numbers ACD light group numbers ACD group numbers Attendant group numbers SIP authentication When relying upon SIP authentication for the SIP trunks with username and password for outgoing calls you can store a hashed realm, username and password on the organization level. This value will override the authentication credentials provided on the trunk group. The authentication credentials that needs to be set are the following: Realm 51

52 Username Password Address of record This feature can be hidden using admin templates page. The password is stored hashed, and for any changes you want to do you need to enter the password again. If you are uncertain of the realm, the trunk will respond with a message in the log such as the following. SIP authentication attempt failed, realm mismatch? Reconfigure realm=<sent realm>, received=<correct realm> SMS authorization The SMS authorization service configuration page is used to control what users that are authorized to send SMS messages from their Softphone. You can configure for organization/user group and user level. To configure for all users in the organization 1. In the Admin view, select Services > SMS authorization. 2. Click on Configure for all users in the organization. 3. Choose if SMS message sending should be authorized. 4. Click Save Switchboard Number The switchboard number settings page allows the switchboard number to be configured for organization/user group/user. The number configured here will be the number to which calls are routed if call routing rules containing a switchboard destination, for example if a user create a personal call routing rule of the type "If a call is received and activity is meeting forward to switchboard". If a switchboard number is not defined on either user, group or organization level for a user, any call routing rules with a switchboard destination will be filtered out for that user. This setting might be locked by your service provider. To assign a switchboard number: 1. Fill out the number to be associated with the switchboard routing destination in the Switchboard number field. 2. Press Save External Voic Settings The voic settings page is used to configure the external voice mail service with a set of parameters that can be applied to the configured organization/user group/user. To configure the voic settings: 1. In the Services menu, select Voic settings. 52

53 2. The following options are available: To configure the voic settings for the organization or user group, click on the Configure for all users in the organization option. To configure the voic settings for the organization or user group, click on the name of the group. 3. The following options are available: Enable voic ? - In the drop-down list, select Yes or No. Phone number to the voic system - Choose the phone number of the external voice mail system. Enable message waiting indication? - In the drop-down list, select Yes or No. Enable this option if the external voice mail system supports sending message waiting indication updates. 4. In the main menu, click on the Save button Name voice prompt The name voice prompt is used to identify a user in various services, e.g. Auto Attendants. It should only contain the first and the last name, and preferably be recorded by the user him/herself Voic Settings The voic settings page is used to configure the voice mail service with a set of parameters that can be applied to the configured organization/user group/user. To configure the voic settings: 1. In the Services menu, select Voic settings. 2. The following options are available: To configure the voic settings for the organization, click on the Configure for all users in the organization option. To configure the voic settings for a user group, click on the name of the group in the user group list. 3. The following options are available: Play activity information as part of the greeting? - In the drop-down list, select Yes or No. When playing activity end time, play end time of last event in case of multiple consecutive future presence events with unavailable status? - This will make the system consider following events in the calendar and count the end time of the last event of connecting (within 5 minutes) events instead of the end time of the first. You can select blank, yes or no. Blank is default. Blank for a user means that the setting for their group is used instead. Blank for a group means that the setting for the organization will be used. Blank for an organization means Yes. This means that when calling to a user with two following meetings at 8:00-9:00 and 9:05-11:00 you will hear a prompt saying that the user is busy in meeting and will be available at

54 Should a "For personal assistance, press 1" option be provided as part of the greeting? - In the drop-down list, select Yes or No. If yes, what number should the call be redirected to (e.g )? - In the text box, enter the number that the call should be redirected to or choose a number from a list, select the Pick option. Should a "Voic bypass option, press 2" be provided as part of the greeting? - From the list, select Yes or No. Voic bypass can be activated via specific inbound call routing rules even if this setting is set to No, see Section , Voic bypass for more information. Notify new messages by SMS? - In the drop-down list, select Yes or No. Notify new messages by SMS? - In the drop-down list, select Yes or No. Download messages to mobile phone - In the drop-down list, select Yes to allow downloading voic messages to the phone, or No to listen to voic messages by callback to the server. How many numbers should be included in SMS notifications? - In the drop-down list, select the amount of voic retrieval numbers that should be displayed in the SMS, or Unlimited if all available numbers should be displayed. Hide link to User Portal in notifications? - In the drop-down list, select Yes or No. Should users have the possibility to record and use their own personal greeting? - In the drop-down list, select Yes or No. What greeting should be played if the user does not have his/her own recorded greeting? - In the drop-down list, select a greeting voice prompt. Should users be allowed to disable incoming voic s? - In the drop-down list, select Yes or No. If this setting is enabled, users will be able to disable their own incoming voic s. Should inbound calls be allowed to leave voic s? - In the drop-down list, select Yes to allow voic s to be recorded, or No to disable incoming voic s. that this setting requires that the called user has a recorded personal greeting; hence, if there is no recorded greeting, incoming voic s will always be allowed. How many days should old messages be stored before they are automatically deleted? - In the text box, enter the number of days old messages should be stored until they are deleted. What's the maximum inbox size (in megabytes)? - In the text box, enter the max inbox size. If left empty, the default value of 10 MB is used. 4. In the main menu, click on the Save button. To search for a user In the main menu, enter part of the user's id, first or last name and click on the Search button. The parameters in the following sections are configurable for the service. 54

55 Activity Information as a Part of a Greeting Values: Yes - If this value is selected, the greeting is played when it reaches the voic service for the configured organization/user group/user. It will include the activity information set by the user. The voic greeting will be constructed in the following way: "The user is currently" + <activity> + <User/default greeting> No - If this value is selected the greeting is played when it reaches the voic service for the configured organization/user group/user. It will only consist of the user/default greeting. This setting may be overridden by the routing rules. Then this setting will not apply "Human Assistance" Option Values: Yes - If this value is selected the following message is appended at the end of the greeting message: "For human assistance press nine". If this is selected the calling party ending up in the voic may press the "9" button on the phone to get redirected to a person instead of ending up in the voic service for the called person. No - No human assistance option has been added to the voic greeting Human Assistance Redirect number If the human assistance option is selected, this field is configured with the phone number the calling party is forwarded to Voic bypass When a call is diverted to voic via the call routing service, this setting enable the option for the caller to bypass voic , i.e. the caller can refrain from leaving a voice message. Instead the call is returned to the call routing service and the rules following the rule that originally diverted to voic are evaluated. An example: Person A calls person B. B is busy in a call. The following rules exist: 1. When a call is received and diverted is true then send decline response. 2. When a call is received and activity is Busy then call will be directed to voic . 3. When a call is received and in call is true then call will be directed to voic . 4. When a call is received then call will be directed to mobile phone. Results: Rule 1 does not match. Rule 2 does match, and person A will be connected to the voic . Person A will be played bypass, and then press 2. The ongoing call continues with rule 3, it match so person A is once again conneted to voic and once again press 2. Now the ongoing call continues with rule 4, which match, and the call connects to person Bs mobile. 55

56 New Message Notifications This section allows a user to select one or more ways to notify the user that a new voic message has been received. The following options are available: SMS - An SMS message is sent to the mobile phone configured for the user indicating a new voic message. - An is sent to the address configured for the user to notify the user about the new voic message. A message waiting indication (a lamp or message icon) is also used to display new messages in the SIP desktop/softphone where the user is logged in. This is always enabled Personal Greeting Recording Values: Yes - The user may record a personal greeting that overrides the default voic greeting for the organization. No - Personal greetings are not provided by the system Default Greeting In the drop-down list a default greeting can be selected and played for the user's that has not recorded a personal greeting message Allow Voic s Values: Yes - Inbound calls are allowed to record a voic when the greeting / activity has been presented. No - It will not be possible for inbound calls to record voic s. that this setting is disregarded if the called person has no recorded personal greeting; then, voic s can still be received Automatic Deletion This field is filled in with a number indicating how many days the voic messages will be stored on the system before being automatically deleted Maximum Inbox Size This field is filled in with the number of megabytes that the user is allowed to use for storing voic on the system. 4. Organization Settings 4.1. Barring Group Administration The barring group page is used to administer and configure the barring groups that will be used in the system. The barring groups are intended to group multiple members (users mobile subscribers or function numbers) so that call barring rules may be applied to them via the call 56

57 routing service. For detailed information on call routing and barring rules, refer to Section 3.9, Call Routing A member may belong to multiple barring groups at the same time. To create a new barring group: 1. In the Organization menu, select Barring groups. 2. In the main window, click on the New button. 3. Enter the name for the new group. 4. Click Save. To delete an existing barring group: On the right side of the barring group you want to delete, click X. To display a list of the members of a group: To the right of the group name, click on the List members option Billing information This view is only available for superusers. The billing information page is used to set the default billing id and to set ranges of allowed billing ids that can be used for individual users and function numbers. It is also possible to specify source tags to be applied to the call. The tags can be used to select which trunk group a call should break out on. The Billing information page To add a billing range to the organization 1. Click New range 57

58 2. Add a billing range in the format +X[X-X] 3. Mark any source tag you want to be associated with this billing range To edit the source tags on a range 1. Click on the range you want to edit the source tags for 2. Mark any source tag you want to be associated with this billing range To delete a range for an organization Click X on the right side of the billing range 4.3. Calendar connectors For the system to be able to communicate with external calendar systems like for instance Microsoft exchange servers, connectors have to be set up. Once the connector is configured correctly, it will be possible to synchronize current and future presence states with external systems. The synchronization is "one-way", with presence changes in Exchange calendar events applied to the presence of the MiCloud user. Currently, only Microsoft Exchange Server 2007 SP1 and newer is supported. The number of supported systems will be expanded in future releases. These settings are used to enable a connection through EWS (Exchange Web Service) to a Microsoft Exchange Server. For the setup to work, some preparations are required on the Exchange server as well. A management user must be set up on the Exchange server with suitable calendar access rights. Taking advantage of the Microsoft Exchange Autodiscover service, MiCloud will periodically poll the Exchange server through the previously mentioned management user for relevant current and coming presence updates of users within its recipient scope. Currently, only Exchange events with a presence settings of "Busy", "Out of Office", "Tentative" or "Free" will be synchronized. The connector will enable managing authorization of showing calendar information and subject in the organization presence authorization setting instead of managing the authentication for the users on the Exchange system Setting up an calendar connector 1. Select the Organization tab and then select Calendar connectors. The Calendar connectors page will be displayed. 2. Click Add connector to start the setup.the Create new calendar connector page is displayed. 58

59 3. Specify a name for the connector. 4. Select a option from the list Connector type. 5. If present on the connector, it is suggested that you select the option Use auto discover. 6. Continue enter information in the required fields. 59

60 7. Click Save Edit calendar connector settings The Calendar connectors page lists all connectors saved to the organization. The connectors will be listed by Name and Connector type. 1. To edit the settings of a connector, click on its name or connector type. 2. The Edit calendar connector page is displayed. Its fields are filled with the settings of the selected connector. 3. Make changes to the fields where necessary. 4. Click Save Deleting a calendar connector The Calendar connectors page lists all connectors saved to the organization. The connectors will be listed by Name and Connector type. 1. Click on the X to the right of listed connector, to delete it. 2. Click OK Device locations The device locations page is used to define locations to be assigned with devices or originating IP networks. These locations are associated with emergency destinations to allow emergency calls to be routed to the right emergency center based on the location from where the call is placed. Device locations are set on Management node level, and on organization level. A hierarchy of locations may be created to be mapped to the deployed network, and when an emergency call is placed by a user the "closest" emergency destination to the caller is selected. If a device location is not associated with an emergency destination the closest emergency destination higher up in the hierarchy will be used to route the emergency call to the emergency center. If no device locations have been configured the emergency destination of the Default location will be used. Since the Default location is defined on Management node level, it does not have a Caller Emergency Service ID field, instead there is a seperate Default CESID setting on the device locations page of the organization. If no default Caller Emergency Service ID is set for an organization, you will get a warning message. The configured device location is associated with a specific device or FXO port of a gateway. Alternatively the device location may be associated with an IP subnet. In this case all calls originating from this IP subnet will be associated with the matching device location. If you use Speech Auto Attendant services and have location enabled for recognition or disambiguition, make sure that the device locations have proper names that callers can understand and use. When matching against location the virtual assistant will match towards the highest level it can match. For example: if there is one Sally Jones in Sweden/Stockholm/Kista and one in Sweden/Uppsala/Vaksala then the SAA will ask if the caller wants to be transferred to Sally Jones in Stockholm, or in Uppsala. 60

61 Figure 1. Device locations To create a device location To create a new device location at the top level of the hierarchy click New location. (! the New location button is on the bottom of the tree.the Device locations page is displayed. To create a new device location under an existing device location in the hierarchy click New sub location at the place where it should be added. The Device locations page is displayed. The following settings are configured for the device location on the Device locations page: Name of location - This field is configured with the name of the device location. Parent location - This drop-down list is used to select where in the hierarchy that the device location should be added. Emergency destination - This drop-down list is used to select which emergency destination to be associated with the device location. Caller Emergency Service ID - Type the Caller Emergency Service ID in the field. IP networks - The IP networks section is used to associate an IP subnet with the device location. Multiple subnets can be associated to a single device location. To associate an IP network with a device location: 1. Fill out the IP subnet information in the Add IP network/ip address field. The network should be entered using slash notation, for example / Click Add Network. 3. Disabled codecs - You can disable codecs to save bandwidth on specific locations. Mark the check box and then mark which codecs that should be disabled. When deciding which codecs that can be used on a device location, the system looks if the Disable codecs for this location check box is marked, and use the location's configuration. If the check box is not marked, the system checks if the parent location has the check box marked and use its configuration if the check box is marked, etc. With this process, you can disable codecs 61

62 on a parent location, but enable codecs on a more specific location, for example a test lab, by marking the Disable codecs for this location check box, but not marking any codecs. Click Save to save your settings Languages The languages page is used to configure the different languages that the users in the organization will interact with in the system. The configured languages control the available languages for other configuration options such as voice prompt, presence state and user administration. A list of configured languages for the organization is shown on this page. Each organization must have one language marked as the default language. This is the language that will be used if a user or service cannot be matched to a specific language setting. A list of languages that have been configured for this organization is displayed. To set a language to the default language In the language column, select the language that will become the new default language and click the Set to default option. To delete a language In the main window, on the right side of the language, click X. The following information is configured for a language: A drop-down list will appear that lists the different languages that can be added to an organization. To add a new language that will be used with the configured organization: 1. In the Organization menu, select Languages. 2. In the main window, click on the New language option. 3. In the Add translated languages section, the following option is available: Languages - In the drop-down list, select the languages to add to the organization. 4. In the Add local language section, the following option is available: If the language can't be found in the list above but you still want to be able to create voice prompts in your language, enter your language below. Make sure you provide the correct two-letter ISO code with your language. Two-letter ISO code (mandatory) (for example, en) - In the text box, enter the two-letter ISO code. To find a two-letter ISO code with your language click on the See a list of ISO codes on wikipedia.org (opens a new window) option. The name of the language (mandatory) (for example, English) - In the text box, enter the name of the language. 62

63 5. In the main window, click on the Add local language button. Adding a language for an organization does not necessarily mean that a preconfigured translation exists in the system for this language. It only means that the administrator can create custom voice prompts and presence state translations for this language Translated Language The system is delivered with a set of translated languages. These languages are listed on the translated languages page in the drop-down list. When a user is associated with one of the translated languages in the web interface, the user will see a Softphone client appear with the selected language. Available translated languages are English, English (United States), Danish, Norwegian, Swedish, Finnish, Swedish (Finland), German, French, Dutch, Dutch (Belgian), Spanish, Italian, Lithuanian, Chinese and Japanese. that the available languages are restricted by license. To add a translated language that will be used with the configured organization: 1. In the Organization menu, select Languages. 2. In the main window, click on the New language option. 3. In the Add translated language section, in the drop-down list, select the translated language. If users add a translated language they will see the translated strings appear when they log into the web interface and on their mobile phone. 4. In the main menu, click on the Add button Local Language If there are users in the system that should be configured with another language than the translated languages, a new language may be defined in the local language section. To define a local language: 1. In the Organization menu, select Languages. 2. In the main window, click on the New language option. 3. In the Add local language section, the following option is available: Two-letter ISO code (mandatory) (for example, en) (Language ISO code) - In the text box, enter the two-letter ISO code used to identify the language. The name of the language- In the text box, enter the name of the language. 4. In the main window, under the Add local language section, click on the Add local language button. If a local language is added, it is possible to associate presence states and self recorded voice prompts that will be displayed or played out for the users asso- 63

64 ciated with the new language. However, the web interface and Softphone will be displayed in the default language of the organization which must be one of the translated languages License Usage The license usage page allows a report that show utilization of licenses on a per license type basis. The report shows a summary of the licenses units used and the users or function numbers currently allocated for the license. The license summary shows the peak number of licenses allocated during the current period, the current number of allocated licenses and how many licenses that have been released the current period (Churn). To download a license usage report: 1. In the Organization menu, select License usage. 2. In the main window, click on Download license usage per user report. 3. The web browser will open a text file containing the report PBX Connectors The PBX connector page is located under the Organization menu in MiCloud. It contains all the information needed to establish communication between the MiCloud and the PBX. PBX connectors use SIP to communicate with the PBX. The SIP Connect specification, Lync and Skype for business SIP interfaces are supported. To deflect calls the PBX can either use 3xx SIP responses, or forward the call as a SIP proxy or B2BUA. The setup is as follows: 1. Open the page and click on the add connector link. 2. In the Create new PBX connector page, fill in the required fields. 3. Click Save. PBX connectors are used to configure how to connect to an external PBX system. Their functionality is configured on the External telephony system integration page under the Service menu. For the setup of PBX connectors, it is necessary to make sure that there is a PBX system present that can communicate with MiCloud for instructions regarding how to setup a Skype for Business / Lync server as the PBX, see separate document with installation and setup information. The name given to the connector, the URL:s and ports have to be unique, otherwise they are very likely to cause a conflict. Before you start, there are some settings that you must have at hand: 64

65 Presence host - PBX connectors that connect to a Skype for Business / Lync system can have a specific host FQDN for presence synchronization. If Skype for Business / Lync presence synchronization is to be deployed, enter the FQDN to which presence subscriptions and publications will be sent. Changes to a users presence including line state will be communicated via this host. Each Skype for Business / Lync connector must have a unique host FQDN for presence synchronization. If two or more connectors have identical host FQDN:s, there might be conflicts. Presence port - The port number on Skype for Business / Lync used for presence subscriptions and publications. Connect to host - The hostname of the PBX system to which PBX connector will connect when routing a phone call to the PBX. Connect to port - The port number to use when connecting to the PBX to route a phone call. For PBX connectors defined as a SIP Connect Registration mode, e.g Audiocodes system, instead of host and port, a Registration User Name and password must be defined. Maximum number of concurrent calls - Limit the number of active sessions in the PBX connector. When this limit is reached, new connection attempts will be rejected. A value of 0 means there is no limit. Default value is 0. Enable monitoring - When the hostname configured in Connect to host is a DNS record that points to multiple IP addresses, this setting can be used to monitor which of all IP addresses are working properly. A SIP OPTIONS request will be sent at regular intervals (default 10 seconds) and in case it is not able to connect to an IP address, the IP address will be grey listed (remembered as not working) for a period of time (default 30 minutes). During this time, calls will not be sent to this IP address if there are other alternative IP addresses that are working. Ignore Decline response - Some Skype for Business / Lync clients might incorrectly indicate busy with a decline response. This will normally cancel the whole call setup. Enable this feature to always rewrite all decline (603) responses to a busy (486) response. Visible for federated organizations - Whether this connector should be federated, that is selectable in other organizations that are federated with (linked to) the organization that created the connector. Support external voic - If the PBX is a Skype for Business / Lync system and if it is configured with voic (e.g. Exchange UM), this setting might be of interest. If simultaneous ring or other call forwarding options are used in Skype for Business / Lync in a way that can create loops between MiCloud and Skype for Business / Lync, the loop detection logic in MiCloud might have the effect that calls goes directly to the voic when the Skype for Business / Lync user in unavailable instead of ringing other devices as configured in MiCloud. This setting will simulate that the call is in progress instead of rejecting a looped call which will let any device ring even when a call is looped. PBX controlled forking - whether the PBX is capable of routing calls to known targets internally, without passing by MiCloud. If true, calls from the connector will not be allowed to break out to devices on the same connector (e.g. through call routing rules). Codecs - Select whether to allow all codecs on this PBX connector, or to filter codecs and only allow specified codecs. Number ranges - Select number ranges to route to this PBX. Numbers in the range that are not used by a user in the system will be routed to the PBX. 65

66 Diversion Method - Select whether Diversion or History-Info should be used in SIP signalling with the PBX. Once the connector has been saved you can add or edit rules for rewriting telephone numbers sent or recieved from the PBX: Inbound destination rewrites - Rewrite rules for called number in incoming calls from the PBX. Inbound calling party rewrites - Rewrite rules for calling number in incoming calls from the PBX. Inbound diversion rewrites - Rewrite rules for diverting numbers in incoming calls from the PBX. Outbound destination rewrites - Rewrite rules for called number in outgoing calls to the PBX. Outbound calling party rewrites - Rewrite rules for calling number in incoming calls to the PBX. Enable calling party rewrite rules on diverted calls - If a call has been diverted, enable this if specific rewrite rules should be used for calling party when diverted. Otherwise the calling party rewrite rules will apply. Outbound diversion rewrites - Rewrite rules for diverting numbers in outgoing calls to the PBX. Use calling party rewrites - Use calling party rewrite rules for Diversion and History-Info. Define rules... - Use specific rewrite rules for Diversion and History-Info. Remove diversion info - Diversion or History-Info is not correctly supported by the PBX. Any such headers will be removed. Adding a new connector 1. Click the Add Connector link to open the New Connector Page. 2. Enter a unique name for the PBX Connector in the What is the name of the PBX field. 66

67 3. Choose the type of the PBX connector; select Skype for Business 2015, Lync 2013 or SIP Connect Registration mode. If your PBX is not of any of these types, choose SIP Connect Static mode. 4. Enter the Presence host information if you are configuring a connection to a Skype for Business / Lync system and want to synchronize presence information. 5. Enter the Presence port number if applicable. 6. Enter the Connect to host information (not applicable for SIP Connect Registration mode). 7. Enter the Connect to port number (not applicable for SIP Connect Registration mode). 8. Enter Registration User Name if you are configuring a connection to a SIP Connect Registration mode type e.g. Audiocodes. that the user name will be prefixed with 'sipconnect' when registering. 9. Enter Registration Password if you are configuring a connection to a SIP Connect Registration mode type e.g. Audiocodes. 10.Optionally enter the Maximum number of concurrent calls number. 11.If Skype for Business / Lync and Exchange UM voic is used, enable Support external voic . 12.If the PBX supports SIP OPTIONS you can choose to Enable monitoring. 13.To treat 603 Decline responses the same way as Responses. 486 Busy here, choose to Ignore Decline 14.Check the PBX controlled forking box if the PBX will route calls to known numbers itself. 15.Check the Visible for federated organizations box to allow this connector to be accessed from linked organizations as well. 16.If you wish to only allow specified codecs, click Allow only specified codecs and select the codecs to be allowed. 17.Add Trusted domains by entering the domain names in the Trusted domains input field and clicking the add button. These are the domains that MiCloud will expect to see in the certificate used by the Skype for Business / Lync. 18.If you wish to remove a domain simply click on the X to the far right of the domain name. You will be asked to confirm or abort the delete. 19.Add From domains by entering the domain names in the From domains input field and clicking the add button. These are the domains that MiCloud will expect to see in the SIP From header of incoming SIP requests from Skype for Business / Lync. 20.If you wish to remove a domain simply click on the X to the far right of the domain name. You will be asked to confirm or abort the delete. 21.Click the Download Root certificate link to download the Root certificate to be used by Skype for Business / Lync to validate inbound SIP. The link downloads the certificate for your convenience, but you must manually provide it for Skype for Business / Microsoft Lync Server. Delete an existing PBX connector 1. To delete a PBX connector, click on the X to the far right of the connector. You will be asked to confirm or abort the delete. 67

68 2. If "There are validation errors: PBX connector is in use" appears, please ensure that there are no PBX connectors in use in Services > External telephony system integration. Remove the use of all instances of PBX connector from the organization and all the user groups where it is in use before deleting the PBX connector again. How to install certificates on Skype for Business / Microsoft Lync Server For instructions on how to install certificates on Skype for Business / Microsoft Lync Server,see documents Skype for Business / Microsoft Lync Server presence synchronization or Skype for Business / Microsoft Lync Server VoIP settings MiVoice MX-ONE as a PBX connector A option is to use MiVoice MX-ONE as a PBX connector. The PBX Connector, SIP Connect registration mode, expects that the PBX to use the same mechanism to be in reach for communication as the SIP devices (deskphone, softphone). The PBX shall, with some exceptions, use a SIP trunk according to registration mode. For more information please see the description Deployment Solutions MiVoice MX-ONE SIP configuration sip_route -set -route 1 -profile TelepoReg -protocol tcp -uristring0 sip:?@myorg.org -registerstring sip:sipconnectmxone@myorg.org -authname sipconnectmxone -realm myorg.org -password mypassword -proxyip myedgenode.com -accept FROM_DOMAIN -match myorg.org sip_route -print -route 1 protocol=tls profile=telepore Service=PRIVATE_SERVICES uristring0=sip:?@myorg.org proxyip=myedgenode.com proxyport=default accept=from_domain match=myorg.org register=set_by_profile registerstring=sip:sipconnectmxone@myorg.org registerport=default timer=3600 authname=sipconnectmxone password=mypassword realm=myorg.org trusted=trust_by_profile 68

69 Explanation of parameters: The PBX shall be configured according to SIP Connect and registration mode (rfc6140). Enter the following information with the SIP_route command: user and authname: sipconnectuser, example: sipconnectmxone password: password outbound proxy: edge node, example: myedgenode.com registerstring used in from and to header: organisation name, example: request-uri in requests (INVITE etc) to Telepo: name, example: PBX Connector configuration Enter the following information on the page PBX Connectors, please see Section 4.7, PBX Connectors : Connector type: SIP Connect Registration mode Registration user: user, example: lim1.globen.mxone# Password: password, example: mypassword Trusted domains (should not be requested in registered mode): But add the PBX host name, example: lim1.se.aastra.com# PBX Connector rewrite rules Rewite rules are used to modify telephone number formats in SIP signalling from the PBX before they are entering this system and to modify the numbers before they are leaving the system to be sent to the PBX. Rewrite rules are also used for setting source and/or destination tags based on matching telephone numbers in signalling sent from the PBX. The following settings are available to configure for the number rewrite rules. Some settings are only available to certain types of rewrite rules. Match only mobile originated calls - The rewrite rule will only be applied to calls that are mobile originated. Match numbers with prefix - This field is configured with a prefix to match against the number. Valid characters are +, 0-9, A-F, * and #. If these match this rewrite rule will be used to modify the number. Match any prefix - When this checkbox is marked the complete number will be matched, and the last digits based on the "Followed by" number of digits will be kept. This is used if a rule where only the last digits of a number should have a prefix is added. The match numbers with prefix field should be left empty when this is checked. Followed by - This drop-down list is used to create a match that is used to match numbers of a specific length. This is done by selecting how many characters that should follow after the prefix for the rule to match. You can limit the range to specific number ranges if you select a specific length and the click on Add range. You can add multiple ranges. 69

70 Match remaining characters - This field is configured with characters to match again after matching against 'Match numbers with prefix' and 'Followed by'. Valid characters are +, 0-9, A-F, * and #. Description - You can add a description for the rewrite rule. Rewrite prefix to - This field is filled out with the value that should be used to replace the initial part of the original number that is matching the configured prefix if the rule match. Rewrite remaining to - This field is filled out with the value that should be used to replace the remaining part of the original number that is matching the configured prefix if the rule match. Replace - add a comma separated list with strings to match that will be replaced with the list in with. with - add a comma separated list with strings to replace the list in Replace. Add source tags: - Add tags to the call's source description. The tags should be space separated. You can for example use the tags to specify if primary or secondary line rules should be used. Add destination tags: - Add tags to the call's destination description. The tags should be space separated. You can for example use the tags to specify if primary or secondary line rules should be used. Phone context - Enter a phone context that will be inserted for numbers not in international format Call barring for PBX Connectors Users or mobile subscribers who have device numbers that are associated with a PBX Connector can have barring groups defined. That means that calls to this user, or calls from this user, are governed by the barring rules defined in these groups. However, the system will also need to handle calls that come from or to numbers that are associated with a PBX Connector, but not to any user or mobile subscriber. In order to provide a possibility to control the valid destinations for such calls, the outbound call barring rules defined for the organization will be applied for outgoing calls. For details on creating barring rules, see Section 3.9, Call Routing Number Ranges This view is only available for superusers. The location for Number ranges is Admin view > Organization > Number ranges The number range configuration is used to indicate the public and private phone numbers that are allocated to the organization. For example, multiple PSTN gateways can be shared among different organizations where incoming calls are matched against the number range of the configured organizations for the dialled number. As a result, the system knows which organization the call should be handled by. The configured number ranges are shown in a list. The matching source tags for each number range is also displayed in the list. A number range is specified as either a prefix or a prefix with a specified interval. All public phone numbers are internally processed according to the E.164 international numbering plan 70

71 that is indicated with a "+" sign in the beginning of the phone number. This means that the specified prefix and range must start with a "+" to match for a public number. For example, the range [ ] will match numbers from to The range 5[ ] will match private numbers from 5100 to To add a number range to the organization 1. Click New range. 2. Add a number range in the format +X[X-X] for public numbers and X[X-X] for private numbers. 3. Mark any source tag you want to be associated with this number range. To edit the source tags on a range 1. Click on the range you want to edit the source tags for. 2. Mark any source tag you want to be associated with this number range. 3. Mark Use this range for extension dialing if required. 4. Mark Federated if this number range shall be available for linked organizations. that if this number range is overlapping with another number range in any of the linked organizations the number range cannot be federated. 5. When finished with the modifications, click on the Save button. To delete a range for an organization Click X on the right side of the number range Mobile Number Pool This view is only available for administrators with a admin profile that has Organization menu > Mobile number pool enabled. The location for Mobile number pool is Admin view > Organization > Mobile number pool The mobile number pool configuration is used to indicate the mobile phone numbers that can be assigned to users in the organization. The configured number ranges are shown in a list. The matching source tags for each number range is also displayed in the list. A number range is specified as either a prefix or a prefix with a specified interval. All public phone numbers are internally processed according to the E.164 international numbering plan that is indicated with a "+" sign in the beginning of the phone number. This means that the specified prefix and range must start with a "+" to match for a public number. For example, the range [ ] will match numbers from to To add a mobile number pool range to the organization 1. Click New range. 2. Add a number range in the format +X[X-X]. 3. Mark any source tag you want to be associated with this number range. 71

72 To edit the source tags on a range 1. Click on the range you want to edit the source tags for. 2. Mark any source tag you want to be associated with this number range. 3. When finished with the modifications, click on the Save button. To delete a mobile number pool range for an organization Click X on the right side of the number range Number Type Classification The number type classification page is used to configure different number classes for an organization. Number classes are used to specify a certain type for numbers starting with one or several specific number prefixes to for example define a mobile or an international number. Call routing rules can be created to block calls to certain type of numbers. A list of configured number classes is displayed on this page. Number type classification can also be set by the system administrator on the management node. To delete a number class In the main window, on the right side of the number class, click X. To add a new number class: 1. In the Organization menu, select Number type classification. 2. In the main window, click on the New number type classification option. 3. The following information is configured for a number class: Type (mandatory) - In the text box, enter the name of the class that the numbers starting with the configured prefixes should belong to. Prefix - Add all prefixes that will be used to associate numbers with the class. You can enter an individual prefix in the text box and then click the Add button. Alternatively you can import a file with a comma separated list of prefixes and either add them to the current list of prefixes or replace that list, by clicking the corresponding button (duplicate prefixes will be ignored). Write the number with international prefix. For example, in Sweden numbers starting with 070 is only used for mobiles, and are entered as To save the settings, in the main window, click on the Save button. To edit a number class: 1. In the Organization menu, select Number type classification. 2. In the main window, click on the number class that should be edited. 3. Modify any of the following information: 72

73 The name of the class can be modified in the Type text box. Delete existing prefixes by clicking the X to the right of the prefix. Add new prefixes by inserting them in the Prefix text box and click the Add button. Alternatively import a file with a comma separated list of prefixes and click the Add or Replace button 4. When finished with the modifications, click on the Save button Organization limits The organization limits page is used to configure limits that are to be enforced for the organization. Organization limits can also be set by the system administrator on the management node. Number of maximum allowed concurrent calls per user - You can set how many concurrent calls that are allowed per user. This is used to limit costs if user credentials are lost to and used by malevolent persons. If left empty, the value defined on the management node will be used. If you want to change the number of allowed concurrent calls per user, remember to take all the calls into account, such as call forwarding and conference calls, when calculating the allowed number of concurrent calls. Number of maximum allowed concurrent 3rd party calls per user - You can set how many concurrent calls on third party phones that are allowed per user. This is used to limit costs if user credentials are lost to and used by malevolent persons. If left empty, the value defined on the management node will be used. Choose policy for SIP registrations - you can set one of the following for limiting the amount of concurrent SIP registrations for a single user: Use system settings - use the setting that is configured on the management node. The number of endpoint registrations will be limited if enabled by the system administrator. Unlimited number of SIP endpoints - overrides system setting and sets unlimited number of SIP endpoints Limit SIP endpoints based on configured devices per user - overrides system setting and activates the limit on SIP endpoints configured on the system level by the system administrator. This is activated even if the system administrator has chosen not to enforce a limitation Organization wizard The organization wizard helps an organization administrator to configure the organization. The wizard consists of seven configuration steps and may be displayed when an administrator logs in if the organization is configured to do so (see API documentation) Start The start section gives an introduction to the organization wizard Working hours 73

74 Select the regular working hours for the users in this organization. Working hours is set for each week day. The end time for a day must be later than the start time. If either start or end time is set to Closed that day will be set to Closed Groups Create groups and assign users to them. Your groups can be used when editing favorite lists or function numbers Favourite lists Select which group(s) to the right that should be added as favourites to the groups in the left list. The Favourite lists feature adds default favourite contacts in the contact list to new and current users. Groups to the right can be added to the groups to the left. Adding and removing groups as favourites will take effect in real time when Back or Next is pressed. The new favourite contacts can be managed while the the organization wizard is running. E.g if you add a group of favourites and regret that you can still remove this group of favourites. This can be done even if you left the Favourite lists feature for the next step. However, as soon as the organization wizard is exited the new favourite contacts becomes current favourite contacts. Favourites already set by the users are not affected by the Favourite lists feature and will remain as the were before entering the Organization wizard. All existing template and organization wizard favourites will be removed Function numbers These are your function numbers. Configure them to make them work the way you like. The function number organization wizard can configure existing function numbers. New function numbers must be added outside the Organization wizard. When one function number has been configured it is possible to move on to the next step in the organization wizard ACD number wizard 1. Name - This field is filled in with the name used to identify this ACD group. It is used to identify the ACD group in the web interface and Softphone application. 2. Call Information - This field can be filled in with a custom text message. The message will be shown to the agent receiving the incoming call. This field is called "meta-data for this group" in the admin interface. 3. Groups - Add which user groups that should be assigned to this hunt group number. Click the arrow to the left of a group to expand it and see its users. You add a group by marking the circle to the right of the group name. 4. Overflow - Queue - Enter after how many minutes of waiting time for the caller first in queue until the queue is set as full. This field is called "Overflow when longest waiting time exceeds." in the admin interface. What happens to an incoming call when the queue is full? Busy signal - The calling party will hear a busy tone. Forward to another number - The call will be forwarded to another number configured for the queue. If forward, to what number - This is where the number to forward to is configured when the queue is full, if the forward to another number option is selected as the action. Num- 74

75 ber has to be chosen from the picker list. Be aware that if a number has already been configured it will be replaced with the number set by the organization wizard even if it is left empty. 5. Overflow - Agents - This field is filled with a phone number. Incoming calls to the ACD group number will be forwarded to this number if: There are no agents logged in There are no logged in agents in state Available Number has to be chosen from the picker list. Be aware that if a number has already been configured it will be replaced with the number set by the organization wizard even if it is left empty. 6. Queue messages Caller placed in queue initially is called "What should caller hear, if he is placed in queue" in the admin interface. This drop-down list is used to specify what the calling party will hear when they are placed in the queue. Caller is in the queue is called "What should caller hear, when in queue". This dropdown list is used to specify what the calling party will hear while waiting in the queue. Progress message while in queue is called "What progress message should caller hear". This drop-down list is used to select the prompt that will be played out as a progress message during the specified repeat interval. How often (in seconds) should progress message be played". This field is filled out if another message should be played out to the waiting party at a regular interval. The number of seconds that this message should be repeated after it is entered in seconds. If there is no progress message, a zero is entered in this field. Play queue position. Mark the checkbox if queue position information should be played. Queue information is played after the progress message. Play estimated waiting time. Mark the checkbox if estimated waiting time in the queue should be played. 7. Ringing order Select how calls will be distributed to the users in the group is called "How many agents should be called in parallel". Sequential ringing will the set the "How many agents should be called in parallel" to 1. Parallel ringing will set the "How many agents should be called in parallel" to Distribution settings - The Organization wizard always use "Distribute calls by priority" even if the ACD group previously was set to "Distribute calls by skill level". Calls are distributed in an ordered prioritised list. It will always try to call the agent in the top of the list if that agent is logged in to the group. If no users are added, the calls will follow the ringing order. Add agents to the ordered list by searching for them in the search field. You can change the priority of the list by drag and drop the added users in the list. Calls will be distributed from top to bottom. If an agent logged in to the answer group is not part of the ordered list, they will be considered of lower priority than the listed ones. 9. Schedule - Select the opening hours of this function number. Working hours is set for each week day. If either start or end time is set to Closed that day will be set to Closed. 75

76 Lunch hours can be set per day. To be applicable both start time and end time for lunch has to be set. Lunch start time and lunch end time are not related to each other, i.e there is now check if the start time is before lunch end time. There are neither any correlation between working hours and lunch hours. Lunch hours can be any time independent of working hours. 10.Schedule prompts - You can add prompts to be played before the caller enters the function number based on if it is open (workday), closed (closed day) or during lunch (lunch). Open - sets the prompt for the a workday during open hours. Closed - sets the prompt for a closed day. Lunch - sets the prompt for lunch hours. When you are done with editing, click Save ACD Light number wizard 1. Name - This field is filled in with the name used to identify this ACD Light group. It is used to identify the ACD Light group in the web interface and Softphone application. 2. Groups - Add which user groups that should be assigned to this hunt group number. Click the arrow to the left of a group to expand it and see its users. You add a group by marking the circle to the right of the group name. 3. Allow using this group as outbound user line - If marked, the users that belong to this distribution group are allowed to use the group number(or alias number, if set) as outbound line. 4. Number that will be displayed as line number during the user call using outbound user defined routing: - Goes in combination with previous field(allow using this group as outbound user line). Allows to pick the function number that will be associated with the current group. This alias number will be displayed on destination party, When the user that belongs to the distribution group, makes a call using the distribution group as active caller id, the outbound number will be alias function number. 5. Overflow - Queue Enter after how many minutes of waiting time for the caller first in queue the until the queue is set as full. This field is called "Overflow when longest waiting time exceeds." in the admin interface. What happens to an incoming call when the queue is full? Busy signal - The calling party will hear a busy tone. Forward to another number - The call will be forwarded to another number configured for the queue. If forward, to what number - This is where the number to forward to is configured when the queue is full, if the forward to another number option is selected as the action. Number has to be chosen from the picker list. Be aware that if a number has already been configured it will be replaced with the number set by the organization wizard even if it is left empty. 6. Overflow - Agents - This field is filled with a phone number. Incoming calls to the ACD group number will be forwarded to this number if: There are no agents logged in. 76

77 There are no logged in agents in state Available. Number has to be chosen from the picker list. Be aware that if a number has already been configured it will be replaced with the number set by the organization wizard even if it is left empty. 7. Queue messages Progress message while in queue is called "What progress message should caller hear". This drop-down list is used to select the prompt that will be played out as a progress message during the specified repeat interval. How often (in seconds) should progress message be played". This field is filled out if another message should be played out to the waiting party at a regular interval. The number of seconds that this message should be repeated after it is entered in seconds. If there is no progress message, a zero is entered in this field. Play queue position. Mark the checkbox if queue position information should be played. Queue information is played after the progress message. Play estimated waiting time. Mark the checkbox if estimated waiting time in the queue should be played. 8. Ringing order - Select how calls will be distributed to the users in the group is called "How many agents should be called in parallel". Sequential ringing will the set the "How many agents should be called in parallel" to 1. Parallel ringing will set the "How many agents should be called in parallel" to Distribution settings - Calls are distributed in an ordered prioritised list. It will always try to call the agent in the top of the list if that agent is logged in to the group. If no users are added, the calls will follow the ringing order. Add agents to the ordered list by searching for them in the search field. You can change the priority of the list by drag and drop the added users in the list. Calls will be distributed from top to bottom. If an agent logged in to the answer group is not part of the ordered list, they will be considered of lower priority than the listed ones. 10.Schedule Select the opening hours of this function number. Working hours is set for each week day. If either start or end time is set to Closed that day will be set to Closed. Lunch hours can be set per day. To be applicable both start time and end time for lunch has to be set. Lunch start time and lunch end time are not related to each other, i.e there is now check if the start time is before lunch end time. There are neither any correlation between working hours and lunch hours. Lunch hours can be any time independent of working hours. 11.Schedule prompts - You can add prompts to be played before the caller enters the function number based on if it's open (workday), closed (closed day) or during lunch (lunch). Open - sets the prompt for the a workday during open hours. Closed - sets the prompt for a closed day. Lunch - sets the prompt for lunch hours. When you are done with editing, click Save. 77

78 Attendant number wizard 1. Name - This field is filled in with the name used to identify this Attendant group. It is used to identify the Attendant group in the web interface and Softphone application. 2. Call Information - This field can be filled in with a custom text message. The message will be shown to the agent receiving the incoming call. This field is called "meta-data for this group" in the admin interface. 3. Groups - Add which user groups that should be assigned to this hunt group number. Click the arrow to the left of a group to expand it and see its users. You add a group by marking the circle to the right of the group name. 4. Overflow - Queue Enter after how many minutes of waiting time for the caller first in queue the until the queue is set as full. This field is called "Overflow when longest waiting time exceeds." in the admin interface. What happens to an incoming call when the queue is full? Busy signal - The calling party will hear a busy tone. Forward to another number - The call will be forwarded to another number configured for the queue. If forward, to what number - This is where the number to forward to is configured when the queue is full, if the forward to another number option is selected as the action. Number has to be chosen from the picker list. Be aware that if a number has already been configured it will be replaced with the number set by the organization wizard even if it is left empty. 5. Overflow - Agents This field is filled with a phone number. Incoming calls to the ACD group number will be forwarded to this number if: There are no agents logged in. There are no logged in agents in state Available. Number has to be chosen from the picker list. Be aware that if a number has already been configured it will be replaced with the number set by the organization wizard even if it is left empty. 6. Queue messages Caller placed in queue initially is called "What should caller hear, if he is placed in queue" in the admin interface. This drop-down list is used to specify what the calling party will hear when they are placed in the queue. Caller is in the queue is called "What should caller hear, when in queue" in the admin interface. This drop-down list is used to specify what the calling party will hear while waiting in the queue. Progress message while in queue is called "What progress message should caller hear" in the admin interface. This drop-down list is used to select the prompt that will be played out as a progress message during the specified repeat interval. How often (in seconds) should progress message be played". This field is filled out if another message should be played out to the waiting party at a regular interval. The 78

79 number of seconds that this message should be repeated after it is entered in seconds. If there is no progress message, a zero is entered in this field. Play queue position. Mark the checkbox if queue position information should be played. Queue information is played after the progress message. Play estimated waiting time. Mark the checkbox if estimated waiting time in the queue should be played. 7. Distribution settings - Calls are distributed in an ordered prioritised list. It will always try to call the agent in the top of the list if that agent is logged in to the group. If no users are added, the calls will follow the ringing order. Add agents to the ordered list by searching for them in the search field. You can change the priority of the list by drag and drop the added users in the list. Calls will be distributed from top to bottom. If an agent logged in to the answer group is not part of the ordered list, they will be considered of lower priority than the listed ones. 8. Number presentation - Select if the calling party number or the group number shall be displayed. By enforcing the group number as the redirection number the system will always show the redirection number to the endpoint, and if possible the calling number. 9. Camp-on - Camp-on is a functionality that lets the attendant to transfer and queue a call onto a busy extension. Mark the checkbox to enable Camp-on. Enter after how many seconds all attendants in the attendant group should receive visual notification if the call has not been picked up. 10.Schedule Select the opening hours of this function number. Working hours is set for each week day. If either start or end time is set to Closed that day will be set to Closed. Lunch hours can be set per day. To be applicable both start time and end time for lunch has to be set. Lunch start time and lunch end time are not related to each other, i.e there is now check if the start time is before lunch end time. There are neither any correlation between working hours and lunch hours. Lunch hours can be any time independent of working hours. 11.Schedule prompts - You can add prompts to be played before the caller enters the function number based on if it's open (workday), closed (closed day) or during lunch (lunch). Open - sets the prompt for the a workday during open hours. Closed - sets the prompt for a closed day. Lunch - sets the prompt for lunch hours. When you are done with editing, click Save IVR number wizard Interactive Voice Response (IVR) numbers are used to present pre-recorded voice prompts with information and options to callers. The callers respond by pressing their keypad on their phone generating DTMF tones that the system uses to direct the caller further, for example to an agent or to voic . The IVR number wizard lets you configure the basic functionality for setting up an IVR number with prompts and options. The following settings are configured: 1. Name - In the Name tab you set the name that will be visible in the corporate directory, for example when doing contact searches. 79

80 2. Prompt message - Set which prompt that should be played when first entering the IVR. You can also add a new prompt by visiting the voice prompt page by clicking Voice prompts. 3. IVR options - Click + and select a key, then add which number the caller should be directed to when pressing the key. The key 'to' represents timeout destination. 4. Timeout - Choose a destination that the caller will be transferred to if not choosing one of the options presented. This is optional. If no destination is set, the menu will be replayed 4 times and then the call will be terminated, if no choice (DTMF-tone) from the caller has been sent. If a destination has been set, the caller will be transferred to the timeout destination after 6 seconds. 5. Schedule - Select the opening hours of this function number. You can set closed hours during lunch. 6. Schedule prompts - You can add prompts to be played before the caller enters the function number based on if it's open (workday), closed (closed day) or during lunch (lunch). If you add a prompt for open, this will be played first and then the prompt set in the Prompt message step. Open - sets the prompt for the a workday during open hours. Closed - sets the prompt for a closed day. Lunch - sets the prompt for lunch hours. When you are done with editing, click Save Hunt group wizard A hunt group number is a distribute the incoming call either sequential or parallel to users within one or many groups. 1. Name - In the Name tab you set the name that will be visible in the corporate directory. 2. Groups - Add which user groups that should be assigned to this hunt group number. Click the arrow to the left of a group to expand it and see its users. You add a group by marking the circle to the right of the group name. 3. Ringing order - Choose whether to use sequential or parallel distribution of an incoming call to the members of the hunt group. If parallel is selected, all the randomly selected users, according to the hunt length (set on the function number) will have their phones ring simultaneously. When the first user answers the phone, the rest will stop ringing. If sequential is selected, the selected user's phone will ring in sequence, where the first user's phone will start ringing. If this user does not answer within the specified distribute after-time (set on the function number), a second phone will start ringing. The first user's phone will stop ringing when the Call how long time set on the function number has passed. An overlapping ringing scheme can thus be created. 4. Exclusion - You can exclude callers from being part of the hunt, for example if they are in a call or if their activity is sick. You can add multiple activities to exclude from the hunt. 5. Number presentation - Select which number that should be presented to the agents when a call is distributed from the hunt group and redirection number cannot be shown (for example on a mobile phone). You can either choose to present the hunt group number or the calling party number. 6. Schedule - Select the opening hours of this function number. You can set closed hours during lunch. 80

81 7. Schedule prompts You can add prompts to be played before the caller enters the function number based on if it's open (workday), closed (closed day) or during lunch (lunch). Open - sets the prompt for the a workday during open hours. Closed - sets the prompt for a closed day. Lunch - sets the prompt for lunch hours. When you are done with editing, click Save Main number Select which number that will be used as your main number. The main number is also called switchboard number in the admin interface. This allows the creation of routing rules like "when call is placed, place from switchboard", or "when call is received and user is in call, forward to switchboard". You can also set the main number as a user's number. Mark the Include user checkbox to also show users' main phone number in the drop-down list Done You have now completed the Organization wizard. You can go back to reconfigure all settings or later you can run this wizard again from Organization -> Organization wizard Presence Shortcuts Presence shortcuts are used to quickly set your presence with activity, duration, availability and optional diversion number. The shortcuts are available in the desktop application for PC and Mac (OS X and macos) and for the mobile app on Android and iphone. The shortcuts are synchronised to all users and they are customisable, so each user can adjust their shortcuts according to their needs. The user's shortcuts are synchronised across the user's different devices so that their set of shortcuts are always available even if they switch device. When creating a set of shortcuts as an admin you will provide the users with a starting point for using the presence activity and the shortcuts in an efficient way to enhance communication and productivity. In addition to the Activity, Duration, Availability and Diversion number each shortcut has a name and an icon, which are used to describe the presence shortcut. Leaving diversion number empty means that no diversion should be active for this shortcut Add a new Presence Shortcut Do as follows: 1. Click the link Add a new Presence Shortcut. The Presence states page is displayed. 2. Type the name of the Presence state shortcut in the field Name. 3. Select activity from the list Activity. 4. Set duration, select from the list Duration. 5. Select Available or Unavailable. 81

82 6. Select one of the icons from the list. 7. Type the Diversion number in the field Diversion number. 8. Click Save Edit a Presence shortcut Do as follows: 1. Click Edit. The Presence states page is displayed. 2. Change required information. 3. Click Save Delete a Presence shortcut Do as follows: 1. Select the shortcut you want to delete and click the X to the right of the row.the shortcut will now be deleted Presence States The presence states settings allow different presence states to be defined for the organization. Presence states are divided into user roles and user activities. A user role is used to describe the current situation of the user at a higher level, for example, "Business" is used to indicate that the user is at the office and "Private" is used to indicate that the user has left the office for the day. Roles may also be used to define different work situations, for example, "Support" to indicate that the user is currently working with customer support. A user's activity is to describe what the user is doing at the moment, for example, "Lunch" to indicate that the user is out for lunch or "Meeting" to indicate that the user is currently in a meeting. The page lists the roles and activities configured for the organization. One of the roles and activities should be set as default. The presence state for a user is can be automatically reverted to the default state when a user's activity end time has expired. This is configured in the services menu by superusers. End users can set their own personal preference in the user web. That setting will override the organization and group setting. To edit a role or activity: 1. In the Organization menu, select Presence states. 2. In the main window, click on the row corresponding to the state, click on the Edit option. 3. The following options are available: Name of this state - In the text box, edit the name that will be used to identify the role in the role list. Number used when activating this presence state using a feature code-in the text box, edit the number matching the state that will be set. This text box is used to select which number should be used to identify this state. Show activity as - Select whether the user is Available or Unavailable. Prompt used for this activity - In the drop-down list, select one of the voice prompts for the activity. Please note that it may take up to a minute before any changes take effect. 82

83 Translated labels - In the text box, indicate how this role is translated into the different languages that are configured for the organization. The default language for the organization is automatically filled out with the value of the name of the state, but it may be edited to another value. One line per language added for the organization is shown and the translation of the role should be filled out in these fields. 4. To save the edits, click on the Save button. To set a role as the default role: In the main window, next to the role, select the Set as default option. To delete a role or activity: In the main window, on the right side of the state, click X. Each organization must be provisioned with at least one role and activity state. A role or activity cannot be deleted if it is marked as default. Presence configuration Creating a New Role To create a new role: 1. In the Organization menu, select Presence states. 2. In the Roles section, click on the New role option. 3. The following options are available: Name of this state - In the text box, enter the name that will be used to identify the role in the role list. 83

84 Number used when activating this presence state using a feature code - In the text box, enter a number matching the state that will be set. This text box is used to select which number should be used to identify this state. Translated labels - In the text box, indicate how this role is translated into the different languages that are configured for the organization. The default language for the organization is automatically filled out with the value of the name of the state, but it may be edited to another value. One line per language added for the organization is shown and the translation of the role should be filled out in these fields. 4. In the main menu, to save the new role, click on the Save button Creating New Activities A new activity is defined by clicking New activity and presents the following options to be filled out: To define a new activity: 1. In the Organization menu, select Presence states. 2. In the main window, click on the New activity option. 3. The following options are available: Name of this state - In the text box, enter a name that will be used to identify the role in the role list. Number used when activating this presence state using a feature code - In the text box, enter the number that is used to activate the presence state using a feature code. A user may set a role by dialing the presence update feature code and providing a number matching the state that will be set. The text box is used to select the number that should be used to identify this state. Show activity as - Activities consists of option buttons, a textual description and an availability indication associated with the activity. The availability indication is used to indicate whether the user would like to be disturbed or not be disturbed while performing this activity. To set the values for this select Available or Unavailable. The activity is displayed in the contact list. Prompt used for voice mail greeting for this activity - The drop-down list is used to select a voice prompt and associate the activity with a voice prompt. In the drop-down list an available prompt from the prompt repository can be associated with an activity. If the user has set this activity and someone ends up in the voice mail inbox of the user at this time, the prompt is played out as part of the voice mail greeting and if the users voice mail settings is configured to play out the activity as part of the voice mail greeting. Translated labels - In the text box, indicate how this role is translated into the different languages that are configured for the organization. The default language for the organization is automatically filled out with the value of the name of the state, but it may be edited to another value. One line per language added for the organization is shown and the translation of the role should be filled out in these fields. 4. In the main menu, to save the new activity, click on the Save button SMS Provider The SMS provider configuration page is used to configure settings for the SMS account that will be the default choice to send SMS messages from the system. SMS messages are used 84

85 to notify, for example, a new fax or voice mail messages, to distribute and configure the mobile client application and for sending SMS messages from the Softphone. Tip You can configure to override the settings of the sms plugin made on the system level for specific organizations. This way you can differentiate between system text messages and organization messages. This also facilitates having an account per organization. You can design your own SMS plugins, or use a provided one. The provided plugins supports SMS accounts provided by the SMS provider Clickatell or by using the Sergel MACS SMS service. To sign up for an account, visit their web pages at or SMS message credits can be purchased in advance using a credit card. When signing up for an account provide the XML API, the providers will provide the information required to fill out the settings listed below. To configure the SMS provider: 1. In the Admin view, select Organization > SMS plugin. 2. Select which sender information that should appear in sent messages. System default setting - Use the system default setting. Primary line - Add the primary number as the from number. Mobile number - Add the mobile number as the from number. 3. In the drop-down list, select the service provider that should be used for your organization. Choose System default if you want to use the default service provider for the system. 4. When you have selected a service provider, the maximum allowed SMS length, will be displayed in text. 5. Insert the appropriate login information and account settings in the available fields. 6. Select Apply to save the information, or select Apply and test to save the information and then send a test SMS message. To configure the Clickatell plugin 1. API ID - Enter the XML API ID that was obtained from Clickatell. 2. User - Enter the User ID of the Clickatell SMS account. 3. Password - Enter the password of the Clickatell SMS account. 4. From Display - Enter the number or text that will be displayed as the sender of the messages being sent from the system. Not all mobile networks support text in the sender field SMTP Mail server The SMTP mail server configuration page is used to configure settings for the account that will be used to send messages from the system. messages are used to notify 85

86 a user about new fax messages, voice mail messages, call recordings, alarm notification or to send out conference call invitations. TLS certificates are not validated 1. In the Organization menu, select SMTP mail server. 2. To set up an account, the following options are available: Use system settings - Use the settings configured on the system. Host (mandatory) - In the text box, enter the servers IP address or hostname. TLS - Click the checkbox, to enable TLS for connection with the SMTP server. Port (mandatory) - In the text box, enter the port number used by the server (The default port for SMTP is 25). User (optional) - In the text box, enter the user id that will be used and authenticated on the mail server (if authentication is required). Password (optional) - In the text box, enter the password that will be used and authenticated on the mail server (if authentication is required) Default from-address (mandatory) - In the text box, enter the address that will be set up as the from address for 's generated by the system. Enforce use of default from address - Click the checkbox to use the default fromaddress all sent s 3. In the main menu, use one of the following options: To apply the changes, click on the Apply button. To apply and test the changes, click on the Apply and test button Speech Auto Attendant profiles Speech Auto Attendant (SAA) profiles are used to configure the behavior of Speech Auto Attendant numbers. These are attendant function numbers that use speech recognition and text-to-speech to communicate with the caller. This section contains a description of Speech Auto Attendant numbers and how they work, of SAA profiles and how they can be configured, and a section on best practices and common troubleshooting scenarios Speech Auto Attendant overview Speech Auto Attendant numbers (SAA numbers) are attendant numbers that are configured to distribute inbound calls to a Speech Auto Attendant service, instead of to logged-in attendants. SAA works as a virtual attendant that will talk to and transfer the caller to an appropriate destination based on voice input. It uses speech recognition and text-to-speech technology to understand and communicate with the caller, e.g. speaking names of persons and departments in the organization. An Attendant number configured to distribute calls to SAA must also be configured with an SAA profile. The SAA profile determines the behavior of the SAA number, for example which language that will be used, the user groups whose users can be searched etc. 86

87 To configure SAA profiles, see Section , Configuring SAA profiles. To configure an attendant number to use Speech Auto Attendant services, see Section 6.4, Attendant Group Numbers. This chapter provides an overview of SAA functionality, basic call handling and how recognition and disambiguation works Functionality The basic functionality of SAA is to transfer the caller to the desired person or department. The caller is asked to say who he wants to speak with, and SAA interprets what the caller says and echoes it back for confirmation. If the caller does not say anything that SAA can understand, SAA will repeat the question three times before terminating the call, either by transfering to the fallback number or by hanging up (if the call seemed completely silent). SAA can transfer calls to persons or departments. A person is equivalent to a user in an organization, while a department in this case corresponds to a function number, e.g. a hunt group or an ACD queue. SAA can only recognize a given, finite set of expressions. Each person or department that is to be reached by SAA must be explicitly configured as searchable by SAA. For each person and function number marked as searchable by SAA, all valid expressions (e.g. names, departments, locations, nick names) are compiled into a set of valid expressions called a grammar. Grammars are language-specific. Information and settings for users and/or function numbers will change from time to time. For example, if a person changes department or is configured with an additional nick name, or if a function number is created and enabled for searches through SAA. When such events occur the grammar will be rebuilt, and changes made in the directory that impact the set of valid expressions should be reflected within minutes Call handling When someone calls an SAA number, the system tries to allocate a speech recognition resource. If there are available resources, the SAA dialog launches immediately. Otherwise the call is placed in queue, and the dialog will launch as soon as a speech resource becomes available Language Each SAA profile has a primary language and an optional alternative (secondary) language. SAA will understand both languages, buth interact in the primary language as long as the alternative language is not explicitly chosen (i.e. "Could you speak English, please"/"english"). You can choose to present an option for the secondary language (i.e. "For english, say 'English'"). When the secondary language is chosen, SAA will switch over and talk that language, but will still understand input from both the primary and the secondary language. For known callers the preferred language for the user will be chosen automatically (if it is one of the supported languages). The set of expressions that can be understood - the grammar - depends on the language used. Person names with local alphabetic characters (e.g. the swedish "Björn") are approximately converted to other languages (e.g. "Bjorn" in english). Other expressions that are unique to a given language are completely omitted in others. For example, the department name "sales" is not applicable for swedish. It is assumed that values configured for users (e.g. in directory fields) are entered in the organization's default language, and as a consequence they will only be considered for that language. Names of departments and people will be pronounced based on the language settings. Speech Auto Attendant functionality is available in Swedish and English. 87

88 Matching users Users are matched by name, e.g. "Ben Jones". Optionally, the name can be combined with additional units such as department, location and/or title. Additional units can be combined in any way, but require that the SAA profile has enabled them for recognition. Additional units can also be used when there are more than one possible person, and SAA must ask additional questions to find out which is the correct one (e.g. "Ben Jones... do you mean in Sales?"). The latter is called disambiguation and will be described separatetly. If no matching user can be found, or if the SAA cannot interpret what the caller says, the call will be handled according to fallback rules. If there is an Assistance number configured, it may eventually be transferred there Matching on location If location recognition is enabled, the caller can specify the location of the searched person immediately, e.g. as in "Ben Jones in London". SAA will echo both the name and location of the person as confirmation. The location that SAA uses is that defined for the user in the location field. This is a multi-level value (e.g. "Britain/London/Soho") and it is possible to specify any level. Hence "Ben Jones in Britain" and "Ben Jones in Soho" are both valid searches. It is assumed that the location is stated in the organization's default language. It will not be recognized in other languages Matching on department If department recognition is enabled, the caller can specify the department of the searched person immediately, e.g. as in "Ben Jones in sales". SAA will echo both the name and department of the person as a confirmation. The department that SAA uses is that defined for the user in the department field. It is assumed that the department is stated in the organization's default language. It will not be recognized in other languages Matching on title If title recognition is enabled, the caller can specify a title with the searched persons name immediately, e.g. "Doctor Ben Jones". To define a title to be used by SAA, one of the directory fields must be appointed the SAA Title field type. The value in this directory field will be interpreted as a title that can be used in SAA dialogs. It is assumed that the title is stated in the organization's default language. It will not be recognized in other languages Matching on nickname If a nickname is specified for a person, the caller can specify it immediately, e.g. "super ninja". 88

89 To define a nickname to be used by SAA, one of the directory fields must be appointed the SAA Nickname field type. The value in this directory field will be interpreted as a nickname that can be used in SAA dialogs. It is assumed that nicknames are stated in the organization's default language. Nicknames will not be recognized in other languages Matching function numbers Function numbers can also be configured as Searchable by SAA, since they may lead to useful targets. Examples are a Hunt Group for HR or an ACD queue to Support. However, the term "function number" will not mean anything for a random caller that calls SAA numbers. Therefore function numbers go by the term 'department' in the dialog. The main menu prompting for SAA numbers that can transfer to either persons or departments will be something like 'Say the name of the person or department...'. Departments (i.e. function numbers) are matched by name only. They cannot be combined with e.g. location. To be searchable by SAA services, names dedicated for this purpose must be defined for each number. Several names can be stated, e.g. so that all of the expressions "financial department, finance, finance department" would lead to the same target. If no matching department can be found, or if SAA cannot interpret what the caller says, the call will be handled according to fallback rules. If there is an Assistance number configured, it may eventually be transferred there. that the term department in this case is not the same as a department of a user. Function number departments can be searched in their own right and have an associated target number, but user's departments can only be used in combination with a user name, to reduce the possible hits Disambiguation If there is more than one matching person, SAA will try to ask questions in order to differ between them and figure out which of the matches the caller tries to reach. This is called disambiguation. An example of a disambiguation question is "Ben Jones... there is more than one such person. Do you mean in Sales or Marketing?". Disambiguation follows a certain pattern. It asks for the additional units above in a certain order - first location, then department, and last full name and/or title - but only if the unit in question has not already been provided. If the caller already said he wanted Ben Jones in Sales, there is no point in asking for department. Hence, only units that are not already known will be asked for Differing by location If disambiguation on location is enabled and location is not already stated, or if all matching persons do not adhere to the same location, SAA will ask the caller to specify location. Since location is a multi-level value, SAA will look for the highest value that differs from the other matching persons value. If matching persons have locations "Britain/London/Soho" and "Britain/Birmingham/Ladywood", the question asked will be ".. there is more than one such person. Do you know in which location... London... or Birmingham?" The explicit question asked may differ depending on the different configured locations of the matching persons. For example, if there is only one person that has a location specified, SAA will ask "Do you mean Ben Jones in London?" Differing by department 89

90 If disambiguation on department is enabled and department is not already stated, SAA will ask the caller to specify department, e.g. "... there is more than one such person. Do you mean in Sales or Marketing?" The explicit question asked may differ depending on the different configured departments of the matching persons. For example, if there is only one person with a department specified, SAA will ask "Do you mean Ben Jones in Sales?" Differing by title / full name If disambiguation on title/full name is enabled and the complete expression for the matching persons is not the same, SAA will ask the caller to specify title and/or full name. This will also happen if titles are not configured, but a nick name has been stated that is common for persons with different actual names; e.g. "Liz Jones" which matches both "Lisbeth Jones" and "Elisabeth Jones". The actual question asked will differ depending on whether or not title is already stated, and if the matching persons has different actual names or not. For example, if only one of the matching persons has a title and they all have the same name, SAA will ask "... there is more than one such person. Do you mean Doctor Ben Jones?" Full name disambiguation is also used for departments. If several departments are known by the same name, e.g. "support", SAA will use the department's first primary name (the first in the list of names) to ask the caller which of the departments is the correct one. If disambiguation fails, so that after all possible questions have been asked there is still more than one matching person, SAA may transfer the caller to the Assistance number Configuring SAA profiles SAA profiles are settings that control the behavior of the dialog when using an SAA service for an Attendant number. SAA profiles can be created, edited and deleted. To set up an attendant number to use SAA services, see Section 6.4, Attendant Group Numbers To create a new SAA profile For more information of Speech Auto Attendant profiles (SAA), see Section 4.17, Speech Auto Attendant profiles. Do as follows: 1. In the Organization menu, select Speech Auto Attendant profiles. 2. Click Create a new profile. The Create a new profile fields is displayed. Enter the following information: Name - Enter a name for this profile. Searchable user groups - Check all user groups whose users should be possible to reach through this profile. Searchable function numbers - Check all function numbers that shall be searchable as departments through this profile. Primary language (mandatory) - Select the primary language the SAA will use. Welcome prompt in primary language - If you want to override the default welcome phrase in the primary language (by default "Welcome" in English), enter an appropriate sentence here. 90

91 Transfer introduction in primary language - If you want to override the default transfer introduction phrase in the primary language (by default "One moment please" in english), enter an appropriate sentence here. Secondary language - Select a secondary language if required. SAA will understand conversation in both the primary and secondary language. If caller asks for this language, SAA will switch over to it. Welcome prompt in secondary language - If you want to override the default welcome phrase in the secondary language, enter an appropriate sentence here. Transfer introduction in secondary language - If you want to override the default transfer introduction phrase in the secondary language, enter an appropriate sentence here. Ask if the caller wants to change language (external caller) - Set if the SAA should present the different language choices when calling in to the number. This setting only applies to external callers. Ask if the caller wants to change language (internal caller) - Set if the SAA should present the different language choices when calling in to the number. This setting only applies to internal callers. Confidence rejection threshold - The confidence level required for utterances to be considered in the main menu. Interpretations with lower confidence than this will be thrown away. Default value is 50. Be careful with changing this value, and test changes thouroughly; a too high value may result in the system having trouble understanding good sentences, while a too low value will result in more misinterpretations. Confidence grayzone ceiling - The confidence level under which utterances are considered uncertain in the main menu. Uncertain interpretations require an explicit confirmation by the caller, requiring a longer dialog. The default value is 72, and the value must be higher than the rejection threshold. Recognize departments - If it should be possible for the caller to specify the department of the searched person immediately, e.g. "Sally Jones in marketing". Disambiguate on department - If matching candidates could be disambiguated by department, e.g. "Sally Jones... there is more than one such person. Do you mean in sales or marketing?" Recognize locations - If it should be possible for the caller to specify the location of the searched person immediately, e.g. "Sally Jones in London" Disambiguate on location - If matching candidates could be disambiguated by location, e.g. "Sally Jones... there is more than one such person. Do you mean in London or New York?" Recognize titles - If it should be possible for the caller to specify the title of the searched person immediately, e.g. "doctor Sally Jones". Disambiguate on title/full name - If matching candidates could be disambiguated by title and/or full name, e.g. "Sally Jones... there is more than one such person. Do you mean doctor Sally Jones or nurse Sally Jones?" 3. Click Save to save the profile To edit a profile 1. In the Organization menu, select Speech Auto Attendant profiles. 91

92 2. Click on a profile and the same editable options as when creating a new profile will be displayed. 3. Edit, and click Save, to save the profile To delete a profile 1. In the Organization menu, select Speech Auto Attendant profiles. 2. Click Delete to the right end of the row for a profile. 3. Click OK in the confirmation window Best practices - some useful configurations As it may be difficult to know in the beginning what would be a useful setup of a Speech Auto Attendant service, this chapter describes some recommendations or sample configurations Configuring a Speech Auto Attendant number An SAA number is a normal attendant queue, with the exception that the only available attendants are virtual ones. Calls will be forwarded to speech recognition resoruces instead of to an actual person, and handled there. Apart from that, the settings of the attendant queue are by and large the same as for normal attendant queues. You can configure queue length, prompts to play when the caller is in queue, and how to handle overflow if the queue is full or if there are no attendants (SAA resources) available. However, settings pertaining to call distribution among attendants (e.g. skills) are disregarded, since they are irrelevant to SAA numbers. To configure an SAA queue: Create an attendant number as usual. Fill in values for all sections. In the call distribution section, select to distribute calls to Speech Auto Attendant. Select an SAA Profile which is suitable for the functionality you want the attendant queue to offer its callers Configuring an SAA profile with basic settings As there are many possible configurations for an SAA solution, it can be difficult to know where to start. This chapter provides a starting point for creating an SAA profile. To achieve a basic Speech Auto Attendant functionality, do as follows: 1. If users are assumed to have particular nicknames, or if titles will be used to recognize or disambiguate persons, configure directory fields for SAA Nickname and/or SAA Title respectively. 2. Configure all users that should be possible to search by SAA as follows: Select SAA searchable. If departments are used for recognition or disambiguation, state a presentable department name If the user has particular nicknames or shall be recognized by title, and directory fields for SAA Nickname and/or SAA Title have been appointed, configure title and/ or nickname for each applicable user., however that this must be done in the 92

93 organization's default language, since these units will only be considered for dialogs in this language. 3. If any function numbers will be searchable, configure function numbers with adequate information, especially: Check the check box to Allow this number to be searched by Speech Auto Attendant services. For each language enabled for SAA search, state a list of possible names with the most significant / commonly used name first (comma-separated). The function number will be recognized by all stated names, but primarily known by the first name in the list. That means that you can say e.g. either one of "technical support", "tech support" or "support", but if you say "support" and this name matches two departments (e.g. if there is also a financial support department), the first name will be used for further disambiguation; the SAA would then ask if the caller means "...'technical support' or 'financial support'?". 4. Next, create an SAA profile that you will apply to your SAA function number. A complete description of all possible settings for a profile are described in Section , Configuring SAA profiles, but most importantly, consider at least the following: State a suitable name for the profile. This is required. Check each user group that contains users that the SAA will be allowed to transfer to. that adhering to a user group will not be enough - each searchable user must also be checked with SAA searchable. Optionally, check which Searchable function numbers the SAA should be able to transfer to. These will be presented as departments in the dialog, e.g. as in "Say the name of the person or department you want to speak with...". that only function numbers configured with Searchable by SAA can be checked. Select a primary language for the recognition. Typically this is equal to the organizations default language, since that is usually the native language of the company and the native language of most of it's employees. Selecting the organization's default language as primary language also means that items such as departments can be recognized or used to disambiguate between persons, which may be useful in a large organization. For now, leave the Overriding welcome and transfer introduction phrases blank. If you are not satisfied with the default phrases you can change them later. Optionally, select a secondary language for the SAA. This means that the caller can say the name of the alternative language (e.g. "English") in the dialog's main menu, and the SAA will switch to that. In this case it is recommended to also check Present language choice. The caller will then be presented the option to change to the alternative language ("For english, say 'English'), which is good since he may not know he has that option otherwise. The same setting can be chosen for internal callers although they are more likely to already know that they can switch language. It is recommended to leave the confidence rejection threshold and grayzone ceiling settings as-is. Their default values should be adequate for most organizations. If you want to configure a fallback number for the SAA number - where the call will be transferred if the caller makes too many invalid attempts, or there are several possible persons and the SAA cannot determine which is the correct one - configure an assistance number suitable for this purpose. For example, this could be an attendant queue with only manual attendants. 93

94 Choose which units will be used for recognition and disambiguation. Recognition means that the caller can say the unit directly - e.g. "Ben Jones in sales" - while disambiguation means that when there are two possible persons, SAA can ask for additional information to find out which is the proper one, e.g. "Ben Jones - there is more than one such person. Do you mean in 'sales' or 'marketing'?". It is recommended to always check the Disambiguation on title / full name box. For most common names, it will result in a more intelligent dialog from the SAA:s part, and if nicknames are used, SAA may ask for real names during disambiguation. But there is a potential problem; If there are names that sound the same but are spelled slightly different, SAA may not know that they cannot be differed by name and may then ask unintelligent questions like if the caller means 'Ben Jones or Bhen Jones'. Each alternative spelling of a name, first or last, must be configured so the SAA knows about them. This configuration must be done on system level. If the department directory fields of the organization's users contain information that is presentable and makes sense in common speech - i.e. contains texts like 'sales', 'marketing' instead of 'DEP_39A' or 'org_7755_bb0' - it too can be used for disambiguation and/or recognition. The same goes for Location. 5. Create an attendant number that you will use to call the SAA service. Enter configuration as usual, but take care to specify the following: Select to distribute calls to Speech Auto Attendant. Select the SAA profile you created in the previous step. 6. It is now time to test your configuration, which is typically performed in two steps: Wait a few minutes to give the system adequate time to rebuild the grammar and include all the configuration you have specified during the steps above. Place a call to the SAA number you selected. Make sure it answers, plays a suitable main menu prompt and waits for your input Configuring overflow to Speech Auto Attendant for an attendant number Another way of using SAA is as an overflow number when the regular attendants have e.g. left for the day, or are otherwise unavailable. Speech Auto Attendants don't leave for the day and are available 24/7, so they can handle incoming calls when normal attendants can not. To configure SAA as fallback for a regular attendant group, do the following: Follow the steps described in Section , Configuring an SAA profile with basic settings. This creates a basic SAA number. Configure the attendant group number, considering the following: To forward calls to SAA if the queue is full or max wait time is exceeded, select Forward to another number in the appropriate box, and select the number to SAA in the associated text box. For the same behavior for calls that wait too long in the queue, or if there are no attendants available, configure the corresponding settings in the same fashion When information that is recognized change During the life of any system, information is certain to change from time to time. Users leave or are added, some change names, or get new nicknames added. New function numbers and/or new locations are added for SAA searches and associated with users. 94

95 Here are some guidelines about when you can expect different types of information to be reflected in the Speech Auto Attendant searches: New users that are given SAA privileges will be recognized automatically, but require grammar recompilation. Hence it may take a couple of minutes before they can be recognized by SAA services. Deleted users, or users that are revoked SAA privileges, are disallowed from search immediately after configuration. They still exist in the grammar but will not be disregarded when the caller's spoken words are interpreted. Changed information for users works like new users - grammar has to be rebuilt before these items are recognized, so it may take one or two minutes. Changes to the SAA function number automatically triggers a grammar rebuild and works like when adding new users. Changes to function numbers also automatically triggers a grammar rebuild. A few minutes may pass before the new information is recognized. Changes to normalized names, i.e. information on normal and alternative forms of first and/or last names, is not configured per organization, but affects grammars in all organizations. If this information is updated, grammars will be rebuilt for all organizations with SAA support within a few minutes Troubleshooting This chapter lists a few pointers for troubleshooting some common cases Tips and tricks First, some tips and tricks on what to think about when interacting with a machine: Avoid noisy environments. Filtering background noise away will be attempted, but is not perfect. The more disturbances the harder for SAA to understand. Speaker phones are likely to result in poorer recognition than if you use a receiver or microphone where no other noises can interfere. Speak normally. Not too slow, not too fast and not too loud or quiet. Answer the question. If SAA asks you a question that can be answered with yes or no, it is not certain it can accept any other input at that time. Don't be witty. SAA has no sense of humour and does not understand random speech. If you say something, it will expect it to be within it's known expressions, or it will ask again. Thus, when you're about to be transferred, don't interrupt even with positive expressions ("That's absolutely lovely of you") unless you want to abort the transfer as SAA at that time listen for abort requests If a person is not found This will often be reported as "SAA does not understand what I say". This happens when the voice input is heard, but not understood (SAA says "I'm sorry" and repeats the question, or echoes the name of someone else). As has already been described, to be recognized a person must be in the grammar and adhere to a searchable user group. To make sure this is the case, verify the following: Make sure that SAA searchable is checked for the user. Make sure that the user adheres to a group that is searchable by the SAA profile used by the attendant number called. 95

96 Check the language settings of the SAA profile and consider how the person's name would sound according to that. English names pronounced in english may not be easily recognized by an SAA number that recognizes only swedish. If this seems to be the case, consider applying the secondary language as well, or configuring a phonetic "look-alike" expression as SAA nickname for the person. For example, consider the Swedish name "Dan Svedin". If the SAA only recognizes english, "Dan" will not sound as expected and will likely have a lower confidence level than expected. Configuring an approximate name as nickname, e.g. "Don Svedeen", may work better When a function number is not found As with names, this will often be reported as "SAA does not understand what I say". The voice input is heard, but not understood (SAA says "I'm sorry" and repeats the question, or echoes something else). As has already been described, to be recognized a function number must be in the grammar and selected as searchable by the SAA profile. To make sure this is the case, verify the following: Make sure that Allow this number to be searched by Speech Auto Attendant services is checked for the function number. Make sure that Names for Speech Auto Attendant are configured in at least the language used by the SAA profile used by the attendant number called. that names can only be configured with letters valid in the language applicable, and that abbreviations that shall be recognized as individual letters must be stated with space betwee the characters (e.g. "H R" for Human Resources). Make sure that the function number is selected as searchable by the SAA profile used by the attendant number called If SAA speak is interrupted If the speech played by the SAA is interrupted without the caller saying anything, there are probably a lot of disturbances on the line or the caller is in a very noisy environment. Speech recognition will not work properly if the sound input is not "clean". A live attendant may still be able to make out some words that can be interpreted, but this is a machine. Although it will try to calibrate for background noise, it will not understand the difference between an ambulance passing by in the background and actual speech If SAA says "there is more than one such person" and refuses to help If the organization is large and has several people with the same name, it is important that disambiguation works properly. Disambiguation of persons can be done by location, department and title and/or full name. If the SAA says "I'm sorry but I cannot help you further" when there are more than one hit person, and asks no further questions, disambiguation is not in play. Check the following: That disambiguation check boxes are checked in the SAA profile used by the attendant number; if this is not the case, it will not ask for these items. Check the organization's default language and make sure that this language is supported by the SAA profile used by the attendant number called That there are configured departments and/or locations for the hit persons, with valid expressions considering the organization's default language. If e.g. the department does not match the language, disambiguation will still launch, but sound really strange. 96

97 If the echoed name of a person, department or location sounds strange The person's name will be pronounced according to linguistic rules of the language used in the dialog. That means that a swedish name will be pronounced in an "english-fied" way if the dialog is english. Only if the language is switched explicitly will the name be read using swedish pronunciation. For locations hold that they are assumed to be written in the organization's default language. Disambiguation will not be attempted in any other language, but if the location has already be recognized, it will also be echoed. While recognition may occur in the secondary langauge, the echo will be done in the primary language unless language is explicitly changed. This may cause strange echoes; if the expression "Ben Smith i Göteborg" is recognized in a multi-language dialog where english is the primary language, the subsequent confirmation echo will sound "Ben Smith in Goteborg". The same hold for departments, titles and nicknames. To avoid such bad echoes, it is possible to turn off recognition of these additional units, but keep disambiguation. Pronunciation will be better this way, but on the other hand additional units will not be possible to state directly Voice Prompts The voice prompts configuration page lists all the organization's voice prompts and music files. An organization administrator can upload custom prompts and music files to the system. Since the system supports multiple languages each prompt is represented by a prompt name that is mapped to one prompt file per language. Every service that uses voice prompts is configured with the name of the prompt to play instead of a specific prompt file. When a user accesses the service, the user's language setting is matched against the available prompt files. If a prompt file with a corresponding language is found, this prompt will be played. If no match is found, the default prompt for the prompt name is played Service- and Technical Voice Prompts The system is delivered with a set of voice prompts that are required by the different services in the system. These prompts are referred to as system prompts. System prompts consist of a default.wav file together with language prompts that cannot be deleted. You can however override the prompt by uploading an alternative one. Service Prompts are all prompts selectable and usable on function numbers. Technical Voice Prompts are internal Voice Prompts like Digits and activation messages Examining Prompts Information about the prompts stored in the system can be reviewed by clicking on the prompt in the prompt list. This will expand the line and show additional information about the prompt. Clicking on an expanded prompt will minimize it again. Expanding the prompt will show the different languages associated with the prompt and their description. Each prompt language provides a Play option. By clicking on the play option, the prompt opens on the computer and is played by the media player associated with the.wav files. A media player that supports the prompts encoding is required. We recommend using the free open source software Audacity, available at audacity.sourceforge.net to manage your prompts. With this tool you can also record prompts in valid formats. 97

98 To delete uploaded and recorded language files To the right side of the prompt you want to delete, click x. If the prompt can't be deleted. There will be an Override link present. The prompt can't be removed, but you can setup an alternative voice prompt recording to be played in its stead Adding a new voice prompt New voice prompts can be added to the system. These custom voice prompts can be used for example by IVR services or for music on hold. When you add a new prompt you will first save a default prompt. You can add prompts to your other languages when the this is done. The prompts needs to be a PCM encoded.wav or.aiff audio file. When uploading a file it will automatically be converted to A-Law, 8kHz mono format. Please note that it may take up to a minute before any changes take effect. Depending on the capabilities of your browser, recorded prompts will be available for play or audio file download for review purposes. To add a new voice prompt 1. Click New voice prompt 2. Add the name of the prompt for the default language. The name of the prompt is used to identify this prompt to the different services in the system. This value is shown when a selection of different voice prompts are available. 3. Describe the contents of the prompt. The description contains information which allows the administrator to remember the content of this prompt. A good rule is to enter the complete prompt phrase. 4. To upload the actual prompt file to the system, the following two options exist: Import the file - Choose your.wav or.aiff file from your file system, then click Import to upload. Record the file - Get a callback call and record the prompt on the fly. Enter a phone number of a user in the system and click Initialize call. Instructions will be provided in the call Overriding a prompt Some prompts can't be edited or deleted. They are necessary Service- or Technical voice prompts. You can't remove them, but you can Override them with an alternative voice prompt. 1. Expand the list of prompts until you can see the Override link to the far right of the prompt. Click the Override link. 2. The Override Language window opens. Enter a suitable Prompt Description. 3. To upload the actual prompt file to the system, the following two options exist: 98

99 Import the file - Choose your.wav or.aiff file from your file system, then click Import to upload. Record the file - Get a callback call and record the prompt on the fly. Enter a phone number of a user in the system and click Initialize call. Instructions will be provided in the call Editing a prompt Previously created prompts can be edited and you can add additional language to the default prompt. Please note that it may take up to a minute before any changes take effect. Depending on the capabilities of your browser, recorded prompts will be available for play or audio file download for review purposes. To add a prompt in a new language 1. Select a voice prompt that a new language will be added to. The prompt will be expanded to show current languages and their description. 2. Click New language. 3. Choose which language to record the prompt for in the drop-down list. 4. Describe the contents of the prompt in its own language. A good rule is to enter the complete prompt phrase. 5. To upload the actual prompt file to the system, the following two options exist: Import the file - Choose your.wav or.aiff file from your file system, then click Import to upload. Record the file - Get a callback call and record the prompt on the fly. Enter a phone number of a user in the system and click Initialize call. Instructions will be provided in the call. To edit an existing prompt 1. Select a voice prompt that a new language will be added to. The prompt will be expanded to show current languages and their description. 2. Click Edit on the prompt you want to change. This will allow the existing file to be replaced with a new imported or recorded file. 3. To upload the actual prompt file to the system, the following two options exist: Import the file - Choose your.wav or.aiff file from your file system, then click Import to upload. Record the file - Get a callback call and record the prompt on the fly. Enter a phone number of a user in the system and click Initialize call. Instructions will be provided in the call Using Audacity to record your prompt 99

100 An open source software that can be used to record your own prompts is Audacity. You can download it at To record a prompt to be uploaded 1. Open Audacity and select New from the menu. 2. Select your input microphone and set the input to "1 (Mono) Input Channel". 3. Press R or the red recording button to start the recording. Stop the recording with space or the stop icon. 4. Edit the recording according to your preferences. 5. When you're done, select File > Export and set the format to a PCM encoded format, for example WAV (Microsoft) signed 16 bit PCM or AIFF (Apple) signed 16 bit PCM. If the format is different from mono 8kHz A-Law or U-Law the system will change the encoding when the file is uploaded. To set 8kHz A-Law directly, select File > Export > Other uncompressed files > Options > WAV (Microsoft) > A-Law. 5. User and Group Administration 5.1. Directory fields Directory fields are used to store, view and search information about users in an organization. In this view, labels (and possibly types) of directory fields are managed. There may be between 6 and 20 directory fields configured. The directory fields are divided into three categories depending on whether or not, and by whom, their contents are visible or can be searched: Field 1, 2 and 3 are used to store Searchable directory information which can be searched and viewed by anyone authorized to access a certain user. Field 4, 5 and 6 are used for Displayed directory information, which is always shown to anyone authorized to access a certain user, but can not be searched. Fields 7-20 are used to store More directory information. For these fields, it can be configured which users that will be given access (view and search) to the contents, based on authentication on the group level as specified in Admin view > Services > Directory information. The labels of the directory fields are configured here. that labels should not be confused with directory field values. While the label should indicate which type of value the field is storing, the value contains the value itself. For example, if a label of a directory field is "Home address", the corresponding value for a specific user could be "Grand Central Street 34". From this follows that the label is one and the same throughout the organization, but the value is unique for every user. There may be a delay of up to 1 hour before a change to a directory field label appears in the mobile apps. The value of a directory field is configured by an administrator for each specific user. It is also possible to allow the users themselves to suggest changes to their own directory field values. Specify which directory fields that should be editable by users in Admin view > Services > Edit directory fields. End users with the authorization can then suggest changes of their 100

101 directory field values, thus producing a change request which can be approved or declined by a moderator in the Admin view > User administration > Directory fields moderation page. If approved, the changes will affect the value of the user's corresponding directory field. If the organization has support for Speech Auto Attendant, it is also possible to state a field type for directory fields. Directory fields are normally generic in type, but with SAA functionality it is also possible to appoint directory fields of deviating types, whose values / contents will have special meaning for SAA calls. These field types are: 1. SAA Title - contents in an SAA Title field will be interpreted as a title used to find a person, e.g. "doctor". Several titles can be stated if separated with comma. 2. SAA Nickname - contents in an SAA Nickname field will be interpreted as a personal nickname. Several nicknames may be stated if separated with comma. that it is assumed that contents of SAA Title and SAA Nickname fields are entered in the organization's default language. These values will only be used by an SAA function number if the dialog language matches this language. Consequently, in a swedish dialog, the english title "sales manager" will not be recognizable Directory fields moderation The directory field moderation page provides a list with all new change requests made by users for the extra directory field values. Each row contains a username for the user submitted the request, the label name for which the users suggested has suggested a value change for, the current value, the new requested value and the date and time that the request was sent. The changes are approved or declined by marking the checkbox to the left on the row and then clicking the Approve or the Decline button Directory Synchronization The directory synchronization configuration page is used to allow users that were configured on a Microsoft Active Directory server to be imported to the system. An LDIF file can be created to import and upload new users and update existing users. To import users: 1. In the User administration menu, select Directory synchronization. 2. To load the import settings, select the template in the drop-down list and click on the Load button or manually create new settings that will be used for the import. A message will appear saying that the template has been successfully loaded. To delete the template, select Delete. 3. Use the tools provided by Microsoft and create an LDIF export file on the Active Directory Server that contains the users that will be imported 4. Copy the file to the PC. 5. To select the file use the file window that is displayed after clicking on the Browse... button. 6. In the main menu, click on the Import button. The file that is imported must be a text file with a.txt extension with semicolon separated values. The file must also use UTF-8 encoding. 101

102 7. To save the new import configuration, optionally, click on the Save as template... button. This template can be used again for future user imports Templates In the templates section previously saved import configurations can be uploaded before users are imported into the system. To load an import configuration template: 1. In the User administration menu, select Directory synchronization. 2. In the Select template...drop-down list, select the template to load. 3. In the main menu, click on the Load button. 4. The settings fields are filled with the loaded configuration. To delete a saved import configuration: 1. In the Select template...drop-down list, select the template to load. 2. In the main menu, click on the Delete button Manual Settings The manual settings section is used to configure additional information that will be added to the imported users. This information is not exported from the Active Directory server but is required to create the new users in the system. The selected values will be applied for all the imported users. The following settings are available for the import: 1. In the User administration menu, select Directory synchronization. 2. In the Manual settings section, the following options are available: Import as - In the drop-down list, select how to add imported users to the system. The following two options are available: Users that can receive/place calls through the system - This option will import the data and create normal users in the system. Users that are searchable but cannot receive/place calls - This option will import the users into the system. These users will only be imported to the directory service and found in the directory search. The users may not log into use the services in the system. Language - In the drop-down list, select the language setting for the imported user. Cost center - This file will be configured with the imported users cost center. Enable Softphone - Select this check box if the imported users should be configured to use Softphones with the system. Mobile profile - In the drop-down list, select which mobile profile the imported users should be configured with. Client license - In the drop-down list, select which client license the imported users should be configured with. 102

103 Mobile Client Mobile Client Professional Tip The same settings are applied for all imported users. If different settings are applied for different users, for example some users should have Softphones and others do not have Softphones then the two different LDIF files should be exported from the Active Directory, each one should contain the different types of users. These two files are imported separately with import settings that are configured differently Primary Line Mapping Rules The primary line mapping rules section is used to configure, if the imported users' phone numbers should be modified when creating the user. This is necessary if, for example, the Active Directory database contains phone numbers in national format since the system needs to have the phone numbers in international format. To configure phone number conversions: 1. In the User administration menu, select Directory synchronization. 2. Under the Primary line mapping rules section, the following options are available: Prefix to add -In the text box, enter the prefix that is added to the front of the phone number. This is stored in the Active Directory when the user is added. Strip parenthesis content - Select the check box if the phone number contains parenthesis. The digits betweens these should not be imported. Strip leading zeros- Select the check box if the phone number starts with a zero. This zero should not be imported. Example 3. Primary line mapping rules To create a mapping rule that converts the number of the format from to : 1. In the User administration menu, select Directory synchronization. 2. Under the Primary line mapping rules section, the following options are available: Prefix to add - In the text box enter the prefix +46. Strip parenthesis content - Select the check box if the phone number contains parenthesis. The digits betweens these should not be imported. Strip leading zeros.- Select this check box to strip leading zeros Mobile Number Mapping Rules The mobile number mapping rules section is used to configure whether the imported users mobile phone numbers should be modified when creating the user. This is necessary, for example, if the Active Directory database contains phone numbers in national format since the system needs the phone numbers in international format. This section offers the same type of fields that are described for the "Primary mapping rules" configuration. To configure these fields, see the "Primary mapping rules" section. 103

104 Automatic LDAP synchronization The system supports automatic synchronization of new users and settings from an external Active Directory system. To set up automatic synchronization: 1. Create a script that is run at a regular interval on the Active Directory server that: Creates an LDIF file containing the information to be synchronized with the system. Submits the file using HTTP POST method to the URL directorysynch?template=<template-name> where <template-name> is the name of a previously stored template. Users that don't already exist in the system will be created. Users that already exist in the system and also exist in the LDIF file will be updated with the information present in the file. Any user groups that are found in the file which do not already exist in the system will be added to the system. The LDIF file should be set in the body of the HTTP post message with a Content-Type text/ plain. Below is an example of a POST message sent to the server with a LDIF file in the body: POST /directorysynch?template=users HTTP/1.0 Pragma: no-cache User-Agent: Wget/ Accept: */* Authorization: Basic YWRtaW5Ac3lzdGVtLmNvbTpwYXNzd29yZA== Host: Connection: Keep-Alive Content-Type: text/plain Content-Length: <body length> dn: CN=uid_4,CN=Users,DC=example,DC=com changetype: add objectclass: top objectclass: person objectclass: organizationalperson objectclass: user cn: uid_4 sn: Surname telephonenumber: givenname: uid_4 distinguishedname: CN=uid_4,CN=Users,DC=example,DC=com instancetype: 4 whencreated: Z whenchanged: Z usncreated: usnchanged: employeetype: all name: uid_4 objectguid:: +akuhqnrhkocktzv5+agmw== useraccountcontrol: 544 badpwdcount: 7 codepage: 0 countrycode: 0 104

105 badpasswordtime: lastlogoff: 0 lastlogon: 0 pwdlastset: 0 primarygroupid: 513 objectsid:: AQUAAAAAAAUVAAAAt0NG/GgHoGc1Eu+KWQQAAA== accountexpires: logoncount: 0 samaccountname: uid_4 samaccounttype: objectcategory: CN=Person,CN=Schema,CN=Configuration,DC=example,DC=com mail: uid_4@mail.com mobile: (0) dn: CN=uid_5,CN=Users,DC=example,DC=com changetype: add objectclass: top objectclass: person objectclass: organizationalperson objectclass: user cn: uid_5 sn: Surname telephonenumber: givenname: uid_5 distinguishedname: CN=uid_5,CN=Users,DC=example,DC=com instancetype: 4 whencreated: Z whenchanged: Z usncreated: usnchanged: employeetype: all name: uid_5 objectguid:: +akuhqnrhkocktzv5+agmw== useraccountcontrol: 544 badpwdcount: 7 codepage: 0 countrycode: 0 badpasswordtime: lastlogoff: 0 lastlogon: 0 pwdlastset: 0 primarygroupid: 513 objectsid:: AQUAAAAAAAUVAAAAt0NG/GgHoGc1Eu+KWQQAAA== accountexpires: logoncount: 0 samaccountname: uid_5 samaccounttype: objectcategory: CN=Person,CN=Schema,CN=Configuration,DC=example,DC=com mail: uid_5@mail.com mobile: Group administrator profiles The group administrator profiles page is used for administration and configuration of the profiles to be used for group administrators. A group administrator has access to a limited set of features, limited by the group admin feature profile and the user groups specified by the profile. Group administrator profiles can be administrated and granted to users by super users and organization administrators with Group administrator profiles feature enabled. The profiles are administrated from the User administration > Group administrator profiles page in the web interface. See Section , Roles for other type of roles. Group administrators are useful in large organizations where the group administrator can be limited to administrate a subset of features on specified groups, users within these groups and a subset function numbers. See Section 6, Function Number Administration which function numbers are administrable by group administrators. 105

106 To create a new group administrator profile: 1. In the User administration menu, select Group administrator profiles. 2. In the main window, click on the Create new group administrator profile. 3. Enter the name and a description for the new group administrator profile. : Profiles can not be renamed after creation. 4. Select a group admin feature profile. Feature profiles are defined on the management node and defines which features to be handled by the group administrator. Only user groups, users and a subset of function numbers can be managed by a group administrator. 5. Select one or more user groups for this profile. Group administrators will only be able to manage these user groups and users within them. 6. Click Save. To delete an existing group administrator profile: On the right side of the group administrator profile you want to delete, click X. : Profiles used by one or more group administrators can not be removed User Group Administration The user group page is used to administrate and configure the user groups that will be used in the system. The user groups are often based on common properties like office location, 106

107 place or team. User groups with multiple users in the system can be organized so they share common settings that are configured within the system. All services can be configured on a group level in the system. A set of standard user groups can be created in the system and have specific settings associated to them, for example, one set of services settings for managers and another set for employees. An advantage of group based service configuration is that it simplifies the task of adding users to the system. Once the settings are defined for a user group they can be applied by allocating a new user to the group. Tip User groups can be used to match the organizational structure and associated polices as well as represent a geographical configuration of the service configuration. For example, the two different user groups "Managers" and "Employees" may be used to associate different authorization policies for placed calls by the call routing service. The groups "Paris office" and "London office" may be used to associate different numbering plan configurations for users located in the two offices to provide national specific dialing schemes. In this example a user would belong to one of these groups per category: "Managers, London office" or "Employees, Paris office". A user may belong to multiple groups at the same time. Mobile subscribers can also be associated with user groups, thereby specifying rules for number replacement for the mobile subscriber. To create a new user group: 1. In the User administration menu, select User groups. 2. In the main window, click on the New button. 3. Enter the name for the new group and select appropriate privileges for the group (see Section 5.5.1, User Group Privileges ). 4. Click Save. To delete an existing user group: On the right side of the user group you want to delete, click X. : Locked user groups cannot be deleted by organization administrators. To display a list of the members of a group: To the right of the group name, click on the List Users option User Group Privileges User privileges can be set for each user group. The available user privileges are determined by which user groups the user is assigned to. A user with Schedules privileges can add schedule events. Schedules are used to set opening hours on function numbers. A user with ACD supervisor privileges can control the ACD and Attendant function numbers from the self provisioning interface. A Business Line user cannot become an ACD supervisor. A user group with Federation privileges is available as a user group in its own organization, and available for features in all linked organizations. This means that an organization ad- 107

108 ministrator in a linked organization can add features for users from where the user group is derived. To assign privileges to a user group: 1. In User Administration User Groups Mark the checkboxes for each selection User Group Locking It is possible for Super Users and Limited Super Users to lock individual user groups per organization. The locking option is only visible for Super Users and Limited Super Users and when a user group is locked the delete button will be disabled for organization administrators. A locked group only prevents the organization administrator from removing the user group, all other functions related to user groups (e.g. adding/removing users to/from a locked user group) remains the same Mobile subscribers Mobile subscribers are mobile numbers that are considered to belong to the organization, although being external. A configured Mobile Subscriber number is associated with a mobile subscription type and (optionally) an owner. It can be associated with user groups and call barring groups to achieve correct call handling within the system. However, a mobile subscriber lacks other user privileges, and it is not a user. The Mobile subscribers menu opens a list view, showing the most basic information about configured mobile subscribers. The number and type of mobile subscription are shown, and if there is a first and last name associated with the mobile number, those are displayed too. All configuration described in this chapter are reached from the Mobile subscribers menu under User administration. To view details of a Mobile Subscriber: 1. In the Mobile Subscriber list view, click the Info icon to the right of the mobile subscriber you are interested in. 2. A pop-up opens with detailed information about the subscriber as specified in Section 5.6.1, Mobile subscriber details. 3. Click Close to return to the list view. To add a new Mobile Subscriber: 1. In the Mobile Subscriber list view, click New mobile subscriber at the top of the list of subscribers. 108

109 2. A pop-up opens. Fill out the information specified in Section 5.6.1, Mobile subscriber details. 3. Click Create. To edit a Mobile Subscriber: 1. In the Mobile Subscriber list view, click the Pen icon to the right of the mobile subscriber you are interested in, or click the mobile subscriber number. 2. A pop-up opens with details as specified in Section 5.6.1, Mobile subscriber details. Change the values applicable (note that some values cannot be changed). 3. Click Update to save your changes. To delete a Mobile Subscriber: 1. In the Mobile Subscriber list view, click the Trashbin icon to the right of the mobile subscriber you want to delete. 2. A confirmation pop-up appears. Click Delete to remove the subscriber Mobile subscriber details The mobile subscriber list view shows the most important settings for the mobile subscriber. By clicking a mobile subscriber (or the Pen icon to the right of the mobile subscriber), a popup window opens with details on the subscriber. The Info icon opens the same page, but with fields disabled. The details that are displayed here, provided that they are configured, are: Mobile number - the mobile number of this subscriber. This number must be within the range of a mobile number pool, and when creating a number, it is possible that it must be selected through the number picker. 109

110 Once a subscriber is created, this number can not be changed. Subscription Type - the type of the mobile number. This must be selected from available values in the drop-down list. First name - optionally, the first name of the person associated with the mobile number. Last name - optionally, the last name of the person associated with the mobile number. Alias - optionally, an alias number for the mobile subscriber number. Short number - optionally, a short number for the mobile subscriber number. Barring groups - selected groups are used to define call barring rules for the mobile number. Any number of groups may be selected. User groups - selected groups are used to define number rewrite rules for the mobile number. Any number of groups may be selected. It is possible to import or export many mobile subscribers at once from or to CSV file. To import mobile subscribers, it is necessary to have a CSV file with the following headers: Mobile number - contains the mobile number (which must be unique) Subscription type - can be: MOBILE_VPN or MEX First name (optional) - is the first name of the person with the mobile subscription First name (optional) - is the last name of the person with the mobile subscription Alias (optional) - is the alias of the mobile number Short number (optional) - is the short number User groups (optional) - the collection of user groups with %2b as a separator Barring groups (optional) - the collection of barring groups with %2b as a separator The example of CSV file: Mobile number;subscription type;first name;last name;alias;short number;user groups;barring groups ;MOBILE_VPN;FName;Lame;;;ugroup1%2bugroup2; Here, the Mobile number is a mandatory field with value: , Subscription type is also a mandatory field: MOBILE_VPN, all other fields are optional. To export mobile subscribers, go to Mobile Subscribers page, select necessary subscribers, select options->export User Administration Users are administrated from the Users section of the web administration interface. This page allows the administrator to search for and view users, edit user settings, add new users and delete users. The default view in the Users page is a list view, showing the most important attributes of the Users in the organization. This list can be sorted and filtered in different ways, and may span several pages. To change view of the table and it's columns, click on the arrow after the headings, for example Username and select required option from the list. 110

111 To search for users: 1. In the User administration menu, click Users. 2. In the main window, optionally filter the list of users by selecting a group in the drop-down box at the top right corner. 3. Enter a search criteria in the search box above the list of users and click the search icon, or press Enter. 4. Searching and filtering users will be described in more detail in Section 5.7.2, Searching and Filtering Users. To create a new user: 1. In the User administration menu, click Users. 2. In the main window, click Create new user at the top of the user list: 3. Fill out the information specified in Section 5.7.5, User Details. 4. Click Save. To delete an existing user In the main window, in the corresponding line in the user list, click the Tools icon and select Delete user. In the pop-up list, click Delete user. In the confirmation window, click OK. To send a welcome message 1. In the main window, in the corresponding line in the user list, click the Tools icon and select the option Send welcome message. 2. In the Welcome Message window, select one or several devices: Web, Mobile, Softphone, Tablet and CRM and click Ok. A welcome message is sent. An information window is displayed with information of handled, affected and failed users. 111

112 3. Click Detailed report for more information, for example selected devices and users. 4. Click Ok to close the window. To download all users information In the main window, click on the Download link on the list heading row (to the left of the tools icon). All users information will be downloaded as a CSV file (Character-separated values). This will create a comma separated file with one line per user. To delete multiple users at the same time: 1. Check the check box to the left of the user names of the users to be deleted. 2. Click the Tools icon on the list heading line, and select Delete users. To send multiple welcome messages 1. Select the check box to the left of the name of users to be sent a welcome message, and click the Tools icon on the list heading line, and select Send welcome message. 2. In the Welcome Message window, select one or several devices: Web, Mobile, Softphone, Tablet and CRM and click Ok. A welcome message is sent. An information window is displayed with information of handled, affected and failed users. 3. Click Detailed report for more information, for example selected devices and users. 4. Click Ok to close the window. To assign multiple users to a user group or barring group at the same time: 1. Check the check box to the left of the user names of the users to be added to the group. 2. Click the Tools icon on the list heading line, and select Add users to groups. 3. In the pop-up window, select the groups to which you want to add the selected users. 4. Click Add. To remove multiple users from a user group or barring group at the same time: 1. Check the check box to the left of the user names of the users to be removed from the group. 2. Click the Tools icon on the list heading line, and select Remove users from groups. 3. In the pop-up window, select the groups from which you want to remove the selected users. 4. Click Remove. To edit multiple users at the same time: 1. Check the check box to the left of the user names of the users to be edited. 2. Click the Tools icon on the list heading line, and select Edit users. 3. A pop-up window is displayed with all settings you may change. For a detailed description of the user settings, refer to Section 5.7.5, User Details. 4. Select the settings you want to change by checking the check box to the left of the settings. To select and change all settings, check the check box at the top of the page. 112

113 5. State the values of the selected settings and click OK. You can make a bulk move users from one organization to another with the Move users option. See Section 5.7.3, Bulk move of users for more information Quick view of User Details The main user window shows only the most important settings for the listed users. By clicking the Information icon to the right of a user, a pop-up box is displayed with more details of the selected user. The details that are displayed here, provided that they are configured, are: User picture - displayed if a picture exists User name - the user's first and last name Username - the user's username in the system Primary number - the primary number configured for the user Secondary number - if configured, the secondary number configured for the user Fax number - if applicable Mobile number - if applicable Groups - the user and barring groups in which the user is a member Roles - configured roles for the user, e.g. user role, administrator role etc License type - the type of license the user is assigned 113

114 As mentioned, this list provides only a subset of the user details. For a full detail view, refer to the Section 5.7.5, User Details section Searching and Filtering Users To facilitate working with users in large organizations, the system provides search and filter mechanisms so that the total amount of users is reduced into a current working set, matching the criteria specified by the administrator. This way, the user page can be restricted to show only users that are of interest for the moment and becomes more easy to overview. Searching and filtering can be done in two ways, separated or combined: With the Group Selection drop-down box located at the top right of the user list; select the user or barring group whose users you currently want to view to restrict the list to those users only With the Search field at the top of the user list. In this field, enter any search string and press enter to display users whose primary attributes match this criteria, or state a setting name and value pair to search for users matching this specific criteria. When using the search field to specify any string, only primary user attributes are searched. These are the following: Userid - the username in the system, used e.g. for logging in Primary number - the user's primary number Secondary number - the user's secondary number Mobile number - the user's mobile number (other phone numbers) - any other phone numbers that have been configured for the user Name - the user's first or last name - the user's configured mail address Custom login identifier - if applicable, the user's customized login identifier The search field can also be used to specify a search tag for a certain user setting and an applicable value. This is done as follows: In the search field, write the name of the setting to search for. A drop-down list will be displayed with settings matching the entered string. The more letters you specify, the narrower the list of matching settings becomes. Click on the setting you want to search for. It will appear as a search tag in the search field. To the right of the search tag, write the value that you want to search for. Press Enter or click the Search icon. The following settings can be used as search tags: All the primary user attributes as stated above Groups - will display only users members of groups with a name that matches the search string Disabled user - will only list users that are disabled License type - will display only users with a license type that matches the entered search string Location - will display only users whose location matches the entered search string 114

115 Cost center - will display only users whose cost center matches the entered search string Language - will display only users whose language maches the entered search string, e.g. "engl" Time zone - will display only users whose time zone matches the entered search string User profile - will display only users with profiles with a name that matches the stated search string Admin profile - will display only users with admin profiles with a name that matches the stated search string Admin profile - will display only users with group admin profiles with a name that matches the stated search string Enable softphone - will display only users with soft phone enabled Enable softphone light - will display only users with soft phone light enabled Enable Ipad - will display only users with ipad enabled Department - will display only users whose department name matches the stated search string Field1-6 - will display only users whose value in the stated field matches the entered search string MiCloud CRM Integration - will display only users with MiCloud CRM Integration enabled SAA Searchable - will display only users possible to search by Speech Auto Attendant services Bulk move of users This view is only available for superusers. You can make a bulk move users from one organization to another with the Move users option. To move multiple users from one organization to another organization: 1. Check the check box to the left of the user names of the users to be moved to another organization. 2. Click the Tools icon on the list heading line, and select Move users. 3. Mark the check boxes of the groups that the users should be added to in the new organization. 4. Click Move users. The users will be deleted from the old organization and created on the new. Numbers other than the mobile numbers used by the users on the organization that they resided on will be set to free. Mobile numbers will be moved to the new organization. No new numbers will be added to the users in the organization they were moved to. 5. A backup file is created with the remaining settings for the selected users. Click the link for the backup file, and then OK to save the file locally. You can then restore the user's settings. Please see section Backup and Restore. After you have moved users from one organization to another, there are a few manual steps that needs to be done on each user. 115

116 Set up newly moved users Add primary number - only mobile numbers are moved. Moved users does not have a set primary number. You can also add aliases and secondary numbers. Adjust call tags and billing information Adjust roles and profiles if necessary. Configure SIP phones if required. Assign new passwords for all users as the old passwords are not valid anymore Downloading and uploading of user csv files Download a csv file When using MS Windows it is possible that the list separator must be changed to semicolon. It is done in the Control Panel under Region formats. See tables 1 & 2 below for explanation of cell value formats. The first row contains the header. The header and all rows contains cells that are separated with semicolon(;). 1. From the Users page select one or more users to download. 2. Click Download/Upload. The Bulk upload or download of users window is displayed. 3. Click Export users. 4. A file called users-{domain}-{yyyymmddthhmm}.csv will be downloaded and saved locally Upload a csv file The CSV file must be in UTF-8 format. The first column should always be User Id. Normally the cell separator is semicolon(;), but comma(,) and Tab(0x09) are also supported. If a cell contains any of these characters, the value must be surrounded with doublequotes("). Currently only csv format is supported, more formats like xlsx may be added in the future. In order to save files as UTF-8 on MS Windows it may be necessary to open the file in pad and save it as UTF On the Users page, click Download/Upload. The Bulk upload or download of users window is displayed. 2. Click Pick file. 3. Select a semicolon separated csv file, called: users-{domain}-{yyyymmddthhmm}.csv. If running MS Windows, check that the file is saved in UTF-8 format before the upload starts. 4. An information window is displayed with information of the upload of user(s). For more information of the upload, click Successfully affected users. If something went wrong, please see more in the list. 116

117 CSV Format description Table 1. Data types Type Description String UTF-8 string, double quotes must be replaced with two double quotes, Eg: Excel is "brilliant", would be "Excel is ""brilliant""". Strings containing ("), <TAB> or (,) are surrounded by double quotes. Boolean True cells will have the same name as the column header. Eg. If a user has ipad support, the cell value will be ipad Support. true can also be used at upload. At download, false is represented by an empty cell. At upload false should be used, when changing status for an existing user. Values are case and space insensitive Date Date in ISO-8601 format, eg T13:31:02Z String list Strings separated by comma(,) surrounded by double quotes("). Empty cell If a cell is empty at download it means that the field is not set or false if boolean. At upload an empty cell means that value should not be changed. Table 2. CSV Cell Value Formats Cell User Id a Values Use Description null to reset String No UserId and domain. Custom Id b String Yes CustomId which will be visible instead of userid if it exists. First Name String No First name. Last Name String No Last name. Password String No Password column is empty at download. At upload hashed password or plain text can be used. PIN Code String No 4-6 digits, will be set to 0000 if invalid. For PIN Codes starting with zero a hash mark can be added. The # character will be removed at upload. Eg: #0007 will be used instead of 7 in Excel. PIN code is empty at download for security. At upload PIN Codes are required when adding users, but optional when changing users. License Type Enum No UC = Unified Communications, BL+ = Business Lines Plus, BL = Business Line and for No License the cell is empty at download. String Yes Password is excluded at download, but required at upload when adding a new user and the user has a third party phone configured. Password is not required when changing users at upload. Passwords in plaintext will be stored as hash codes. Enum Yes b Third party phone password Third party phone Type a a 117

118 Cell Values Use Description null to reset Third party Phone type can be Analog phone or Desk phone. String No Users address. Primary Number String Yes Phone numbers will have space characters to prevent Excel from removing the plus sign. Space characters will be removed at upload, but used at download. Eg: Primary Type String Primary MobileVPN Boolean Yes Primary MobileVPN or true for true, null or false for false. Primary Aliases String List Yes eg: "67788,97788,77788" - comma separated list of aliases, zero or more aliases Primary Short Alias String Yes zero or more aliases Secondary Number String Yes Phone numbers will have space characters to prevent Excel from removing the plus sign. Space characters will be removed at upload, but used at download. Eg: Secondary Type String Secondary MobileVPN Boolean Yes Secondary MobileVPN or true for true, null or false for false. Secondary Aliases String List Yes eg: "68888,98888,78888" - comma separated list of aliases, zero or more aliases Secondary Short Alias String Yes zero or more aliases Fax String Yes Fax numbers will have space characters to prevent Excel from removing the plus sign. Space characters will be removed at upload, but used at download. Eg: Department String Yes Department name Cost center String Yes Cost center String No Only valid device location names are allowed. Language String No Only valid languages are allowed. Two letter code. Same values as in web GUI. Timezone String No Only valid time zones are allowed. Same values as in web GUI. Admin Profile String Yes Admin profile name or set to null if not an admin. Admin type Enum No Allowed values are Single home org = Manage only own organization, Linked orgs = Manage all linked organizations, Location a a Can be Office fixed, Office mobile, Private fixed or Private mobile. Can be Office fixed, Office mobile, Private fixed or Private mobile. 118

119 Cell Values Use Description null to reset Multiple orgs = Manage linked organizations listed in Administrable domains column. Administrable domains String List Yes Comma separated list of valid domains or set to null if no domains. Used when Admin type column is set to Multiple orgs. Domain names are case sensitive. String should be surrounded by double quotes. String Yes Group admin profile name or set to null if not a groupadmin. String Yes User profile name or set to null if not a user. String List Yes Comma separated list of valid groups or set to null if no groups. Group names are case sensitive. String should be surrounded by double quotes b String Yes Phone numbers will have space characters to prevent Excel from removing the plus sign. Space characters will be removed at upload, but used at download. Eg: Mobile License 1 b String Yes Can be Standard or Professional. b String Yes Mobile profile name. b Boolean Yes Mobile Active 1 or empty at download, true / Mobile Active 1 or false / null or empty field at upload b Number Yes Shows the number of configured SIP phones Ignored at upload. bc Boolean true or Softphone if set, or false if not set. Boolean true or Softphone Light if set, or false if not set. Boolean true or ipad Support if set, or false if not set. groupadminprofile userprofile a a groups Mobile Number 1 Mobile Profile 1 Mobile Active 1 SIP Phones Softphone Softphone Light bc b ipad Support bc String Yes Id for synchronization with an Exchange calendar. bc String Yes Id for presence updates from Skype for Business / Lync. String Yes Id for the user in a connected external telephony system. String Yes Six upto twenty cells with configurable cell header names. The directory fields are managed under Directory fields under User administration in the web admin GUI. See Section 5.1, Directory fields String Yes Calendar sync Id Lync Presence Id External telephony Id Dir.* a a Billing Info bc 119

120 Cell Billing Id a bc Values Use Description null to reset String Yes Exchange sync Boolean true or Exchange sync, if exchange synchronization is enabled External telephony integrabc tion Boolean true or External telephony integration, if integration to an external telephony system is enabled Boolean true or Lync presence sync, if presence synchronization with Lync is enabled bc Lync presence sync a Disabled date Mobile VoIP Date c Yes If disabledate is null, user is not disabled. If set to an ISO-8601 formatted date, user is disabled, eg: T09:11:51Z Boolean true or Mobile VoIP if set, or false if not set. Boolean true for Attendant if set, or false if not set. Boolean true or Supervisor if set, or false if not set. Boolean true or Call control API if set, or false if not set. 3rd Party CRM Connector Boolean true or 3rd Party CRM Connector if set, or false if not set. c Boolean true or MiCloud CRM Integration if set, or false if not set. Boolean true or MiTeam Collaboration if set, or false if not set. c Attendant Supervisor c Call control API c c MiCloud CRM Integration MiTeam Collaboration Visibility Unified inbox c Enum c SAA Searchable c No Allowed values are Show = Always show, Hide = Hide, Authorize = Show based on authorization Boolean true or Unified inbox if set, or false if not set. Boolean true or SAA searchable if set, or false if not set. a Usage can be disabled by admin profile Usage can be disabled for download and upload individually by admin profile c License controlled, not visible without valid license b User Details The user detail administration page is used to create and edit users in the system. The information described in this page needs to be configured for a user. The user details page is divided into the following sections: User details Billing Information Billing Id 120

121 Call tags Directory information Consisting of the sub-sections Searchable directory information, Displayed directory information, More directory information, Roles User group membership and Barring group. Personal lines Personal phones Allowed applications External user identifier Exchange calendar synchronization External telephony system integration To save the user settings and return to the Users page Click Save. To save the user settings and keep the User details page open Click Apply. To return to the Users page Click Cancel User details Username (mandatory) - The user's system username. Must be 5 to 256 chars long and match regexp ^[a-z][a-z_0-9.-]*$ 121

122 Custom user identifier - The user's custom login username. This identifier should be easy to remember, e.g. or phone number. If is used it must be a valid . Password (mandatory) - The user's login password. Click Reset password if you need to reset the password. PIN code (mandatory) - The PIN code is used for services using PIN to authenticate the user, for example, the voic service. Click Reset PIN code if you need to reset the PIN code. Disable user - if this checkbox is marked the user will be disabled and no services are available for the user. This will also hide the user from contact search etc. When saving this state the system will disconnect any deskphone or desktop call ongoing with this user. License Type - There are a few choices for license type: No license, Business Line Users and Unified Communications Users. A user with no license cannot have any associated devices and thus cannot call. Business Line Users have a limited set of features available. Unified Communications Users is the full user license type. You can upgrade from No license to Business Line or to Unified Communications user license. You cannot downgrade a license type. Location - Set a default location for the phones for this user. Cost center - The user's cost center. Language - Select the user's default language. Any language that is specified for the organization the user belongs to can be chosen. The language setting determines in which language services will be offered to the user, for example web interface and voice prompts, provided that translations exist for the selected language. The language used for voice prompts played for others calling this user in the event of hold, park or voic etc., is also determined by this setting. Time zone - Set a time zone for the user. All calendar events will use this time zone for the user. Please note that event times will not be recalculated when the time zone is changed. An event set to 9 o'clock prior to a time zone change will still be set at 9 o'clock afterwards. Visibility - Use the drop-down list to select the visibility of the user for other users. You might want to exclude users from contact searches if you have user accounts for shared voic numbers, or for users that have the service but should not be visible in searches. Fields 1-6 are visible if the user can be searched for. For additional fields, specific authorization needs to be set on group or organization level on the Admin view > Services > Directory information page. Always show - show the user for everyone in contact searches including directory information for fields 1-6. Fields 1-3 are searchable and fields 4-6 are only displayed. Show based on authorization - Show user but only show directory information based on authentication set on the group or organization level. 122

123 Always hide - Exclude the user from appearing in contact searches SAA searchable - This check box appears if the organization has Speech Auto Attendant privileges. To enable the user to be searched by SAA services (speech recognition features), check this box. Name voice prompt - Use this option to listen or upload a new name voice prompt for the user. The name voice prompt is used to identify a user in various services, e.g. Auto Attendants. It should only contain the first and the last name, and preferably be recorded by the user him/herself User presence status Superusers can see and set a user's presence status and manage the user's group login. The current role, activity, activity expiration and note for the user is shown and editable. To change the presence status 1. Click Set activity expiration if you want to configure an expiration time for the current presence. 2. Click Set future presence... if you want to add a future presence. See Section , Future presence for more information. 3. Click the Personal note field to add a note that will be visible for the user in the directory. To manage group login 1. Select Manage group login. 2. Click on the Login or Logout for the ACD and attendant groups you want to change. 3. Click Close Future presence You can set future presence events. This will change the user's presence to what you configure. You also set a start time and an end time. When the end time occurs the presence will revert back to the presence state that the user had before the event. Click Add new future presence to add a new event. The following items can be set. You need to at least set name and activity/role/note and start/end time. Name of the event - Set the name in the future Activity - Choose from the drop down-list the activity Role - Choose from the drop down-list the role - Set a note Repeat - Set ocurrence. The possible values are: Never, Every day, Per week (with options for which days in the week), Every month and Every year. From / To - Set From - To time. End - If Repeat is configured you can also set an end date. 123

124 Schedule timezone - Set which time zone to use for the event Diversion Edit the users diversion Diversion number This view displays the current active diversion number. If no number is shown, no diversion is currently active. You can set a diversion here, or you can map the users activities to diversion numbers in the Activity diversion menu Activity diversion Activity diversion is a feature to enable call diversions based on the users 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 the user have the activity Vacation to switchboard. The user will be notified with an icon in his desktop and mobile application if diversion is enabled. You can also see in Diversion number if the user have an active diversion and to which number. For each activity you can have one phone number that calls will be diverted to. The user needs to have a diversion rule active in his call routing rules for the Activity diversion functionality to be enabled Photo It is possible to add a photo and link it to the user. Save the users data before uploading a photo. The photo must be in.jpeg format (*.jpg, *.jpeg or *.jpe) and the size of the photo should not be larger than 240 x 320 pixels. To add a photo 1. Click Upload photo Click Browse and browse for and select a photo. 3. Click Preview to see that the image was uploaded correctly. 4. Click Save photo Billing Information You can add XML formated billing information for each user if you are a superuser. For organization administrators, the text field is read-only. The text field can have up to 1024 characters. This field is also accessible through the Web API "domain/user" as the field "billinginfo" Billing id 124

125 Specify the billing id to be used for outgoing calls. If no billing id is specified, the default billing id will be used Call tags Call tags are used to control call routing, and what trunk order to apply. Call tags can be set on organizational, group, or user levels. If a number range based source tag already exist, the following options are available: append tags - Call tags are appended to the number range source tags. replace tags - Call tags replaces all number range tags. keep number range tags - Call tags are only used if no number range tags exists. Default is to append tags Directory information The directory information is divided into Searchable directory information, Displayed directory information, More directory information, Roles and User group membership. Each field in the Searchable directory information is searchable from the search field in the softphone and the mobile client. The displayed directory information is displayed in the contact information, but not possible to search. The fields in More directory information are displayed and searchable if authorisation is approved for a user group that the users that performs the search belongs to. Directory information consists of a few basic-information fields and a number of directory fields. Labels of directory fields can be edited, while the basic-information fields have a static meaning. The directory information is divided into three categories depending on how they can be searched and/or viewed. Labels for fields 1-20 can be renamed. Fields 1-3 can always be searched if the user is searchable. Fields 4-6 are only displayed, and cannot be searchable. If additional fields (7-20) are configured, they are searchable depending on authorization made on group or organization Searchable Directory Information The Searchable directory information will be displayed for, and can be searched by, all users who are allowed to see this user. In this category, there are four static fields with a pre-defined meaning, and a few directory fields whose contents can vary depending on the organiztion's needs. A typical example of a Searchable directory information is a user's name. It shall 125