Zultys Mobile Communicator for iphone 4.0

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1 December 14 Zultys Mobile Communicator for iphone 4.0 Author: Zultys Technical Support Department This document covers basic use of the Zultys Mobile Communicator for iphone application. The Zultys Mobile application extends many powerful features to iphone device that increase productivity, enhance customer service and reduce costs. Zultys Mobile features include: Real-time presence status & presence notes Instant Messaging (IM) & IM alerts Visual Voice Mail Built-in softphone function Real-time call alerts & caller information Single number contact Corporate directory and extension dialing Address book integration iphone Mail integration to contacts directly from Zultys Mobile Call park, hold and transfer Least cost routing Call logs and history Caller privacy Support for up to four simultaneous call sessions Z u l t y s, I n c L u c e r n e S u n n y v a l e, C a l i f o r n i a, U S A w w w. z u l t y s. c o m

2 1 Contents 2 REQUIREMENTS NEW FEATURES IN ZULTYS MOBILE COMMUNICATOR FOR IPHONE VERSION OBTAINING ZULTYS MOBILE COMMUNICATOR FOR IPHONE LAUNCHING THE APPLICATION TO LOGIN/LOGOUT TO LOGIN TO ZULTYS MOBILE TO LOGOUT RECENT ACTIVITIES SCREEN SETTINGS REMOTE MODE CONFIGURING THE SOFTPHONE CALL GROUP SETTINGS CHANGING YOUR PRESENCE AND ROLES LOGGING IN AND OUT OF A CALL GROUP, HUNT GROUP, OR OPERATOR GROUP CHANGING AGENT PRESENCE CHANGING ACTIVE ROLES MANAGING CALLS VIA ZULTYS MOBILE MAKING CALLS USING IPHONE S ADDRESS BOOK ANSWERING CALLS MULTIPLE CALL SESSIONS ADVANCED CALL HANDLING OPTIONS HOLD UNATTENDED TRANSFER ATTENDED TRANSFER PARK INSTANT MESSAGES (IM) INCOMING INSTANT MESSAGES (IM) BUDDY LIST MX ADDRESS BOOK VOICE MAIL Page 2 of 30

3 14.1 SETTING AND RECORDING VOICE MAIL GREETING INCOMING VOICE MAIL MESSAGES FORWARDING VOICE MAIL MESSAGES REPLYING TO VOICE MAIL MESSAGES FAQ WHERE CAN I FIND THE VERSION NUMBER OF ZULTYS MOBILE THAT IS INSTALLED ON MY APPLE IPHONE? I HAVE A PROBLEM WITH THE CONNECTION TO THE MX SERVER WHEN I AM USING MY IPHONE WITH WI-FI CONNECTION TO OFFICE NETWORK WHAT HAPPENS WHEN YOU LOG OUT? WHEN I INITIATE A CALL FROM ZULTYS MOBILE MY IPHONE DOES NOT RING WHEN I SELECT ANSWER ON A NEW CALL NOTIFICATION MY IPHONE DOES NOT RING CAN I FORWARD ALL INCOMING CALLS TO AN EXTERNAL PHONE NUMBER? Requirements The following requirements must be met in order to deploy the Zultys Mobile Communicator for iphone (hereinafter referred to as Zultys Mobile) application: iphone running OS version 7.0 or higher. For optimum functionality, Zultys recommends that the MX system is running firmware release or above. 3G or LTE network (for external use). Wi-Fi network is required for softphone use. Valid MX user account with Mobile Access enabled. A Zultys Mobile Access License for each mobile user. Valid SSL security certificate installed on MX. Digital Security Certificate installed on MX. Port 7778 open and forwarded to the MX. Appropriate SIP and RTP ports forwarded to the MX if using Wi-Fi softphone from an external network. 3 New Features in Zultys Mobile Communicator for iphone version 4.0 Redesigned look that streamlines usage and provides easier access to essential features. Ability to log into Call Group and Operator roles. Users can now make and accept calls for these roles through Zultys Mobile. Requires MX release or above. Page 3 of 30

4 Ability to change Presence for Agent role as well as for the User role. The Presence screen allows for selection of current Active role; User or Agent. Requires MX release or above. Ability to view all Parked Calls on the MX system. User can pick up parked calls with a simple click of a button. Requires MX release or above. New voice mail interface allows users to manage voice mail messages including the ability to listen to a message, save a message, or delete it. Users can also view their deleted messages folder. All messages can be forwarded to another user on an MX system with a pre-amble greeting attached. For voice mail messages received from other users on the MX, users can reply by sending a recorded message of their own. Users can also initiate a call back from the voice mail screen. Agents of Call Groups, Hunt Groups, or Operator Groups can access the group s voice mailbox from Zultys Mobile. Requires MX release or above. Ability to record and set active voice mail greetings for user from Zultys Mobile. Requires MX release or above. 4 Obtaining Zultys Mobile Communicator for iphone Zultys Mobile is available via the App Store as a free download. To install: 1. Open itunes App Store. 2. Search for Zultys Mobile. 3. Tap on "Free App" to download. You need to purchase Zultys Licensing prior to activation: Zultys Mobile Communicator for iphone part number Launching the Application To start Zultys Mobile, tap on the Zultys Mobile icon on the iphone s home page. Page 4 of 30

5 6 To Login/Logout 6.1 To login to Zultys Mobile To login to Zultys Mobile, type in the required information and tap the Login icon. Username - Type your MXIE username. Password - Type your MXIE password. Server address - Type the FQDN or IP address of your MX. Auto login - If enabled, Zultys Mobile logs in automatically when the application is started. Save password - If enabled, Zultys Mobile remembers your password. Use Softphone - If enabled, Zultys mobile uses built-in softphone function to make outgoing calls and to answer incoming calls. PIN - Enter the PIN as set in the user s MXIE to use the softphone. For more information see Section 0. Note: If the User account is configured for LDAP authentication, Zultys Mobile access will be authenticated to AD/LDAP database. If you are a member of at least one Call Group, Operator Group or Hunt Group, you will be prompted to login as the Agent for this Group at this time. This option will be available only if the Enable Agent Roles option is active in application settings. See section 8.3 for more information. 6.2 To Logout Tap the sidebar icon in the Recent Activities screen. Page 5 of 30

6 Select the Logout option from the sidebar menu. 7 Recent Activities Screen After you first log into the application, you will be presented with the Recent Activities screen. From this screen, you can do the following: At the top of this screen your current user role and Presence state are displayed. Tap here to change your Presence, type a Presence note or select the currently Active Role. See Section 9 for more information. Page 6 of 30

7 Below the Presence Bar is the Recent Activity area. This is a list of your recent calls and IM exchanges. All recent chats or calls are listed here grouped by contact name or number. Tap on the contact to open the recent Instant Message and Call history for this contact. Click on the Sidebar icon in the top left corner of the screen to open the navigational sidebar. You can also access the sidebar by swiping your finger from the far left side of the screen to the right. Page 7 of 30

8 Click on the Dial Pad icon in the top left corner of the screen to make an outbound call. See Section 10.1 for more information. 8 Settings To access the Settings screen, tap on the sidebar icon and select the Settings option from the sidebar menu. Page 8 of 30

9 Bound Phone - Your cell/mobile phone number. You will not receive incoming calls from Zultys Mobile if this field is not set. Remote Mode - Tap to access the Remote Mode Settings Screen. See Section 8.1. Address book sort - Choose whether to sort the users in the address book by their first or last names. Auto login - If enabled, Zultys Mobile logs in automatically when the application is started Use Softphone - If enabled, Zultys mobile uses built-in softphone function to make outgoing calls and to answer incoming calls. PIN - Enter the PIN as set in the user s MXIE to use the softphone. For more information see Section 0. Sounds - Tap to access the sound setting to edit the following options: Ring - Set the ring options Messages - Set the audible alert for incoming Instant Messages Keypad - Set the audible alert for key pad presses Call Group - Tap to access the Call Group Settings screen. See Section Remote Mode When remote mode is activated the following occurs: The remote mode indicator appears at the top of the iphone screen. You are logged out of your active MXIE session. Page 9 of 30

10 All of the calls sent to your user extension are sent directly to your iphone, after the timeout period specified in this section expires. All call handling rules are disregarded. Your assigned office phone still rings when calls are received. The assigned phone continues to ring even after the call has timed out on the mobile device. Tap on Remote Mode in the Settings screen to access the following settings: Enable - Select this option to enable remote mode. Call (sec) - Type the number of seconds the MX waits until automatically forwarding calls to Bound Phone when Remote Mode is enabled. Voic (sec) - Type the number of seconds the MX waits until forwarding calls to voic Configuring the Softphone The softphone function allows users to make calls over the Wi-Fi Internet instead of their phone s cellular network. Zultys Mobile s softphone feature is only enabled over the Wi-Fi network. It does not function over your cellular data plan. To use the softphone function: enable the Use Softphone option on login or in the Settings menu and enter your PIN number. When the softphone is enabled the softphone indicator appears at the top of the iphone screen. The indicator will be green when the Softphone is registered and red when it is unregistered or the MX system is unreachable over Wi-Fi. To configure your PIN, log into your MXIE, navigate to File and select Change PIN. Type New PIN and Confirm PIN and click OK. The maximum PIN length is 12 digits. 8.3 Call Group Settings From this screen you can edit the following Call Group related settings: Page 10 of 30

11 Enable Agent Roles If this option is enabled, you will be presented the option to log in as an Agent when opening Zultys Mobile. By default this option is disabled. When active on a call as a user, become Not Available as an ACD agent or operator If this option is enabled, a user will become unavailable for ACD/Operator calls while they are on a call. By default this option is disabled. When active on a call as ACD/ICC/Hunt agent or Operator become busy as a User If this option is enabled, a user will become unavailable for user calls while they are on a Group/Operator call. By default this option is enabled. 9 Changing Your Presence and Roles To change your Presence state, tap the Presence area at the top of the screen. Tap the Presence drop-down list and select a Presence state. To type a Presence Note tap on the Note area. 9.1 Logging In and Out of a Call Group, Hunt Group, or Operator Group If you are an agent of a Call Group, Hunt Group, or an Operator Group you can log into an Agent Role from the Presence screen. This option will be available only if the Enable Agent Roles option is active in application settings. See section 8.3 for more information. Page 11 of 30

12 Tap the Change Role button. A pop up with a list of Call Groups will appear. To log into a Call Group, enable the checkbox next to it. To log out from a Call Group, disable the checkbox next to it. Tap on Apply to exit this screen. 9.2 Changing Agent Presence If you are currently logged into a Call Group or an Operator Group, you can select your Agent Presence as well as User Presence. This option will be available only if the Enable Agent Roles option is active in application settings. See section 8.3 for more information. Tap the Presence area for a specific Call Group role to open the drop-down list and select a Presence state. 9.3 Changing Active Roles If you are currently logged into a Call Group, Hunt Group or an Operator Group, you can select the Active role to make outbound calls from. This option will be available only if the Enable Agent Roles option is active in application settings. See section 8.3 for more information. Page 12 of 30

13 To change the Active role for making outbound calls, tap on the Active Role to open the drop-down list of available roles. Your currently Active role will be displayed in the Presence area at the top of the screen. When you make a call, your currently Active Role is displayed at the top of the Dial Pad screen. 10 Managing Calls via Zultys Mobile 10.1 Making calls This function allows you to dial any number as if you were dialing from a phone in the office. 1. Tap the Dial Pad button at the top right corner of the screen. Page 13 of 30

14 At the top of the screen, currently Active Role is displayed. The call recipient will see the Caller ID for this role. See Section 9.3 for instructions on how to change your Active Role. 2. In the Dial Pad screen, enter the phone number. If the numbered dialed matched the details for a contact in the MX Address Book, their name is displayed. Dialed number is looked up in all address books. Tapping on the address book icon on the bottom left side of the screen opens the list of Contacts in your iphone Address book. You can select a contact to call from this list. 3. If using the softphone the call will go through immediately. See Section 10.4 for advanced call handling options available while on a softphone call. Page 14 of 30

15 4. If the softphone function is disabled, you will receive a call from the MX phone system to your iphone device. You must answer the call for it to be placed / connected to the dialed number. You can navigate away from the active call session at any time by tapping the Back button in the top left corner of the screen. The active call session is displayed as a white bar below the Presence area. You can browse the application during the active call and send chat messages. You can transfer the active call to another user in the Address Book or the Buddy List by taping and holding the User s name until the transfer option appears on the bottom of the screen. See Section for more information. To return to the call session again to disconnect the call or for other call handling options, tap on the Active Call Session Using iphone s Address Book From the Dial Pad screen, tap the Address Book icon. The iphone s address book will open. Page 15 of 30

16 Once in your iphone Address Book, you can do the following: Click on a contact name to access their contact information and select to call the contact. The contact s name and number will automatically appear in the Dial Pad screen. Tap the Send button to make the call. Tap Cancel to return to the Dial Pad screen Answering Calls Incoming calls can be answered while Zultys Mobile is in the background or while the Zultys mobile application has focus. A popup screen appears when a call comes in showing the caller ID, as well as which User or Call Group this call is for, and allowing you to: Answer the call. Ignore the call to silence the ringing. Transfer the call to your office voice mail. When you choose to answer the call, if using the softphone the call goes through immediately. Page 16 of 30

17 If the softphone function is disabled, the MX phone system initiates a call to your phone number. The call from the office phone system is a normal cellular/mobile call and thus call charges may apply. Note: The Caller ID presented with the voice call from the MX system may not be the original caller ID of the person who called you due to limitations in carrier networks etc. From the iphone Answer screen tapping: Answer - Answers the call. Decline - Sends the caller to your iphone s voice mail Multiple Call Sessions It is possible to handle up to four simultaneous calls. In the call session screen, the current line is highlighted in gray. To switch between call sessions, tap on a specific call session. An active call is placed on hold when you switch to another session. To make a second outbound call, tap an unused line, Dial Pad opens. See Section 10.1 for more information on making calls. Page 17 of 30

18 10.4 Advanced Call Handling Options When using the softphone function, active calls can be parked, placed on hold or transferred. To accesses these functions, you must have the active call session open. If you previously navigated away from it, you can return by tapping on the Active Call session from the Main Screen Hold To place a call on hold, tap the Hold button in the call session. A held call can be parked or transferred. To retrieve the call, tap the Retrieve button Unattended Transfer To transfer a call, tap the Transfer button in the softphone screen. This action takes you to the Dial Pad where you can either type in the number or look it up in the iphone Address book. Tap the Send button to complete the transfer. Alternatively, you can make a transfer to a buddy, another user on the MX, or a number from your Call Log. While on an active call, navigate to the desired screen of the application, tap and hold the contact until the Quick Contact options appears. Select Transfer to perform an attended transfer Attended Transfer 1. While on an active call, click on the dialpad icon in the top right corner. 2. Dial the number and tap the Send button. Page 18 of 30

19 3. Once the called party answers, you can merge the two active calls. Tap and hold the line icon. The Transfer Call To dialog appears on the bottom of the screen. 4. Select the call to transfer to Park To park a call, tap the Park button in the call session. A popup with the part ID assigned to this call will appear on screen. To retrieve a parked call, tap on the Sidebar icon and select Parked Calls. Page 19 of 30

20 Tap on the call you wish to pick up until the action menu appears on the bottom of the screen. Select Retrieve Call. 11 Instant Messages (IM) To chat, tap the contact s name in the Recent Activities screen, Buddy List or the MX Address book. The chat and call log for this contact appears. To send an Instant Message, tap on the chat box for the keyboard to appear. Type your message and tap the Send button. Page 20 of 30

21 Tap the Options bottom in the top right corner of the screen to see the following options: Call Business - Call this contact s business extension. Call Mobile (or other phone numbers) - Call the selected phone number Contact Info - View buddy s contact info. Clear Log - Clear the chat and call log Incoming Instant Messages (IM) You can receive incoming Instant Messages (IM) while Zultys Mobile is running in the background or while the Zultys mobile application has focus. A popup screen appears when an Instant Message comes in showing the sender s name and the content of the message and allowing you to: Open the Chat screen Cancel the popup notification without replying. 12 Buddy List To access the Buddy list tap the sidebar icon. Select the Settings Buddies from the sidebar menu. Page 21 of 30

22 Once in your Buddy List, you can do the following: View the list of your buddies. View Presence and Presence notes for each buddy on the list. Search for a buddy. You can search by either the first name, last name, or the phone number. Tap on a buddy s name to see the chat and call log for this contact. Tap on the More Info icon to view detailed information for this contact. Tap and hold a buddy s name to Chat, Call or Send Voice Mail to this person. From the contact s Info screen, you can do the following: Business - Call the contact s extension on the MX. Mobile - Call the contact s mobile phone if available. Home Call the contact s home phone if available. - Start an to the contact s address. Chat - Open a chat session. Add to buddies/remove from buddies Add or remove this person from the Buddy List. 13 MX Address Book To access the Address Book tap the sidebar icon. Page 22 of 30

23 Select the Settings Address Book from the sidebar menu. Once in the MX Address Book, you can do the following: View the full list of users on the MX system View Presence and Presence notes for users on your buddy list. Search for a contact. You can search by either the first name, last name, or the phone number. Tap on a contact s name to view the Info screen for this contact. Tapping on the letters to the right moves to the corresponding letter in the MX Address book. Tap and hold a user s name to Chat, Call or Send Voice Mail to this person. You can sort the users in the address book by their first or last name, to change this setting navigate to Settings and tap on Address Book Sort. 14 Voice Mail To view your voice mail messages, tap on the Sidebar icon. Page 23 of 30

24 Voice Mail subheading in the list notes the messages for your user extension, it contains new messages. Deleted Voice Mail section contains messages that were deleted. A red number indicator will show the number of unread messages in each section. If you are an agent of a Call Group, Hunt Group or an Operator Group, you will also have access to the voice mail box for these groups. Note that the Group voice mail is only available if the Enable Agent Roles option is active in application settings. See section 8.3 for more information Setting and Recording Voice Mail Greeting 1. From the sidebar, select Inbox for the voice mail box you wish to change the greeting for. 2. Tap the Settings icon in the top right corner of the screen. 3. A list of recorded greeting opens. You can have up to four recorded greetings. 4. Tap to select one of the four recording slots. 5. Tap the Record button on the bottom of the screen and speak your message. When you finish, tap the Stop button. Page 24 of 30

25 6. The name of the recording will change to *Greeting followed by a number 1-4. The asterisk notes that this recording has not been uploaded to the MX system yet and is therefore unsaved. Note that if you navigate away from the page before uploading the recording, you will be prompted to upload it. If you choose not to, the recording will be lost. 7. You can listen to your recording by tapping the Play button or delete it by tapping the Delete button. 8. Once you are satisfied with the recording, tap the Upload button. 9. You will be prompted to upload the greeting, tap OK to proceed. Page 25 of 30

26 10. Once the recording has been uploaded you can rename it. Tap and hold the recording and select Rename. 11. Type the new name and tap OK. 12. To set a recorded greeting as your Active Greeting, tap the Check button. Your current Active Greeting is bolded Incoming Voice Mail Messages You will receive an alert when you have a new voice mail message. Tap Show Voice Mail List to view the new message or tap Cancel to dismiss the notification. Page 26 of 30

27 Unread messages are denoted with a closed envelope icon. Read messages are denoted with an open envelope icon. New voice mail messages are bolded. Tap on a message to select it and tap the Play button to listen to it. Zultys Mobile will download the message from the MX system and play it once download is complete. A download progress bar will appear along the bottom of the envelope icon. To save a message, tap the Check button. To delete the selected message, tap the Delete button. Tap the Call back. button to call the contact 14.3 Forwarding Voice Mail Messages You can forward a voice mail message to another user on the MX. Tap and hold a message to bring up the action menu on the bottom of the screen and select Forward. Page 27 of 30

28 You will see the list of users in the MX Address book. To see your buddy list, tap on Buddies at the top of the screen. You can toggle the view by tapping this button. Select a user to forward the voice mail message to. Select whether the message is Urgent or Private. You can record a pre-amble recording to send along with the voice mail message. Tap the Record button on the bottom of the screen and speak your message. When you finish, tap the Stop button. You can listen to your recording by tapping the Play button. To forward the message tap the Send button Replying to Voice Mail Messages You can reply to a voice mail message from another user on the MX by sending them a recording of your own. Note that this option is available only for User Voice Mail boxes. You cannot reply to Voice Mail message that come into a Call Group. Tap and hold a message to bring up the action menu on the bottom of the screen and select Reply. Page 28 of 30

29 You will see the list of users in the MX Address book with the name of the person who sent you the voic selected. You cannot edit the recipient of the message so the top half of the screen is locked. Select whether the message is Urgent or Private. Tap the Record button on the bottom of the screen and speak your message. When you finish, tap the Stop button. You can listen to your recording by tapping the Play button. To send the recording, tap the Send button. 15 FAQ 15.1 Where can I find the version number of Zultys Mobile that is installed on my Apple iphone? The application version number is displayed in the sidebar I have a problem with the connection to the MX server when I am using my iphone with Wi-Fi connection to office network. Typically these kinds of problems are related TCP/IP configuration. Many office networks are using private sets of IP addresses with many security restrictions. Please ask your system administrator for assistance What happens when you log out? The following actions are taken when you log out of Zultys Mobile: Page 29 of 30

30 Zultys Mobile disconnects from the MX and no longer communicates with the MX until you log in again. When logging in again Zultys Mobile will ask you to enter the password again. If you disable Auto login," you will have to enable it again When I initiate a call from Zultys Mobile my iphone does not ring Ensure that the correct cell/mobile number is defined in the Bound phone setting or enable the Softphone function When I select Answer on a new call notification my iphone does not ring Ensure that the correct cell/mobile number is defined in the Bound phone setting or enable the Softphone function Can I forward all incoming calls to an external phone number? To forward all incoming calls to an external phone number, enter the external number in the Bound Phone field in the Settings menu. Page 30 of 30

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