UC Mobile Admin Guide. Release Android, ios. Document Version Maryland Way, Suite 300 Brentwood, TN Tel

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1 UC Mbile Admin Guide Release Andrid, ios Dcument Versin Maryland Way, Suite 300 Brentwd, TN Tel

2 Table f Cntents 1 Summary f Changes Changes fr Release Dcument Versin Changes fr Release Dcument Versin Changes fr Release Dcument Versin Changes fr Release Dcument Versin Changes fr Release Dcument Versin Changes fr Release Dcument Versin Changes fr Release Dcument Versin Abut Altus UC Mbile Client Use Cases Placing Outbund Calls Receiving Inbund Calls Pull Active Calls Enabling the Client fr Users Altus Settings Quting and Ordering Initial Custmer Administrative Setup End User Steps t Activate Service Activate the MyPhne Dashbard Activate Using UC-Mbile client at initial lgin Trubleshting End User Prblem Islatin Service Prvider Trubleshting Validating the User Cnfiguratin in the Dashbard User experiences prblems during install User reprts that their UC-Mbile client applicatin des nt wrk User reprts call quality issues Settings mismatch between UC-Mbile client and Dashbard MyPhne Knwn Issues, Ntes, and Limitatins Frequently Asked Questins ALTUS UC - MOBILE CLIENT ADMIN GUIDE PAGE III

3 Table f Figures Figure 1 BTBC Mbile Client n Andrid and ios phnes... 2 Figure 2 Sharing BTBC mbile client license t user accunt... 4 Figure 3 Activating Mbility in My Phne Dashbard... 5 Figure 4 BTBC mbile client Assignments... 7 Figure 5 Device Assignments... 8 ALTUS UC - MOBILE CLIENT ADMIN GUIDE PAGE IV

4 1 Summary f Changes This sectin describes the changes t this dcument fr each release and dcument versin. 1.1 Changes fr Release Dcument Versin 1.0 New versin t supprt ios8. Updated lg 1.2 Changes fr Release Dcument Versin 3.0 Updated Use Cases 1.3 Changes fr Release Dcument Versin 2.0 Updated fr client versin See User Guides fr details n the changes t the client. 1.4 Changes fr Release Dcument Versin 1.3 Updated fr Altus R Changes fr Release Dcument Versin 1.2 The versin f the Mbile Client is a maintenance release with bug fixes. There are n changes t features/functins frm Changes fr Release Dcument Versin 1.1 This versin f the Administrative Guide cntains the fllwing changes frm the versin 1 release. New functinality supprted by the Mbile Client and the Altus platfrm: Supprt fr new features Mbility Feature and Call-Thrugh utbund dialing (native phne app) Cnferencing Talk plus Transfer Supprt fr inbund VIP Calling Assignment f the BTBC Mbile client as a primary device (mbile Only Statin) in My Site 1.7 Changes fr Release Dcument Versin 1 This Administrative Guide is the first versin f BradTuch Business Cmmunicatr Mbile Client fr Andrid and iphne n the Altus service platfrm. ALTUS UC - MOBILE CLIENT ADMIN GUIDE PAGE 1

5 2 Abut Altus UC Mbile Client By adding Altus UC-Mbile Client t an Andrid r ios device, users can leverage a cnvenient and intuitive interface fr mbile calling services. UC-Mbile Client is a Sessin Initiatin Prtcl (SIP) User Agent (UA) client fr Andrid and ios, cnnected t the Internet. It als integrates and manages varius features with the Altus server platfrm. Frm this single device, the end users can easily initiate phne calls. With access t the Enterprise directry, the client is ideal fr imprving mbile and fixed vice cmmunicatin, encuraging users t have smarter and mre frequent cmmunicatin. The client is a branded versin f the BradSft BradTuch Business Cmmunicatr (BTBC) Mbile Client. It has been develped with bth the end user and simplicity in mind and has a prven user-friendly design, which Andrid and ios users can easily recgnize. In additin, UC-Mbile Client can be custmized and branded fr a service prvider s specific end-t-end slutin. Figure 1 Altus UC-Mbile Client n Andrid and ios phnes ALTUS UC - MOBILE CLIENT ADMIN GUIDE PAGE 2

6 3 Use Cases The Altus UC-Mbile client supprts the ability t be deplyed in several different cnfiguratins and supprts the use cases belw. Cntact yur service prvider fr mre infrmatin regarding what functinalities are available in yur versin f the client. 3.1 Placing Outbund Calls When making calls, the end-user will be able t chse whether they want t make a "Vice ver IP" call, a Call Thrugh placing utbund call ver circuit switched netwrk, r a Call Back t the mbile device, initiating a circuit switched ver cellular netwrk.(see the User Guides fr the Andrid and ios versins f the client fr additinal details. Call Thrugh is the default setting (See sectin fr additinal details). The appearance f VIP calls are always made using the user's "Business Identity" -- that is, caller ID is their My Phne number. This makes the call lk just like a call made frm their business desk phne. Since a VIP call uses the underlying wireless data netwrk (Wi-Fi, LTE r 3G), the user shuld chse this ptin nly when they are cnfident they have a strng wireless data signal fr the duratin f the call. This is a great ptin fr making business calls n yur mbile phne when the user is at hme n their Wi-Fi netwrk, n anther Wi-Fi netwrk wrking frm a remte site, r cnnected t a high quality LTE wireless netwrk. This ptin may nt be ideal when the phne is nly cnnected t a 3G wireless netwrk, r when the user is mving in a vehicle, as the quality f the netwrk in these situatins is unreliable. In these situatins, the user is encuraged t chse t make a Call Thrugh frm the mbile device. With the Call Thrugh slutin, mbile calls can be made using the user's Business Identity. In ther wrds, the user des nt have t present the call as if it were cming frm their persnal mbile phne number the call will still lk like it came frm their main business number. The UC-Mbile client has access t the enterprise directry as well as lcal cntacts n the mbile device. 3.2 Receiving Inbund Calls Inbund Circuit Switched Calls Only By using this service, the custmer can cnfigure the slutin s that calls t their Business Identity can ring their ffice line and mbile phne simultaneusly. Calls sent t the desk phne always use the packet switched netwrk. Hwever, because it is impssible t predict the quality f the wireless data netwrk befre an incming call arrives, calls sent t the mbile phne will always be setup using the cellular netwrk, answered using the native phne app. User features such as d nt disturb, call frwarding, call waiting, etc. can be cnfigured and managed via the client. This mbility allws users n the g t cnfigure features that best suit their current cntext. 3.3 Pull Active Calls Active calls may be seamlessly transferred between the ffice phne and mbile phne. The service allws the user t "Pull" calls frm their Mbility phne t their ffice phne while n an active call. The user can als "Pull" calls frm their ffice phne t their Mbility phne while n an active call. ALTUS UC - MOBILE CLIENT ADMIN GUIDE PAGE 3

7 4 Enabling the Client fr Users Altus Settings In rder fr a user t perate the client, bth the service prvider r custmer administratr and the user must enable features in the My Accunt and My Phne dashbards. 4.1 Quting and Ordering The UC-Mbile client service is quted and rdered in the Administratr panel, using the standard prcesses utlined in the Qute Creatin QRG and the Order Creatin QRG. UC-Mbile client is a line item in the Service Selectin screen. 4.2 Initial Custmer Administrative Setup The custmer administratr will need t assign users thrugh the standard user assignment prcess t relate phne number, statin, phne, and user infrmatin. Reference the Custmer Creatin QRG fr mre infrmatin. Once the user is assigned in the Phne Assignment page, the administratr will then share the user s statin t ne f the available UC Mbile clients. This will be cmpleted using the same prcess as is currently used fr the Sharing feature, but the UC-Mbile client will be visible as target end pints. Reference the Sharing QRG fr mre infrmatin. This is the nly lcatin where the UC-Mbile clients will be shwn as assignable. Figure 2 Sharing UC-Mbile client license t user accunt Once the UC-Mbile client is shared t the user, the user will receive an ntifying them that their accunt is active, and prvide sme preliminary instructins. The cntent is custmizable and can be turned ff if desired. ALTUS UC - MOBILE CLIENT ADMIN GUIDE PAGE 4

8 4.3 End User Steps t Activate Service Once the administratr assigns the client t the user, it is available t receive VIP calls. Befre the client can be functinal n a circuit switched netwrk, the Mbility feature must be activated using either f these ptins: Nte, the Office Anywhere feature can als be used in place f the Mbility feature, but nt bth. 1) Using the My Phne dashbard. This methd is required if the user has nt lgged int the dashbard previusly. 2) Using the UC-Mbile client. This ptin is used nly if the user has already lgged int the My Phne dashbard at least nce and reset the temprary, initial passwrd. See the Altus Vice UC-Mbile Quick Start Guide fr instructins n initial client setup Activate the MyPhne Dashbard Users lg in t their My Phne dashbard and update their passwrd frm the temprary passwrd initially prvided (fllw the nrmal lgin prcedures as shwn in the My Phne User Guide). The user then enables the Mbility feature via the My Phne User Dashbard. Within the My Phne page, Add the mbile number in the My Number tab. Add the Mbile App feature in the My Features tab. Figure 3 Activating Mbility in My Phne Dashbard Retrieve the UC-Mbile client username frm the My Features tab r frm the UC-Mbile client welcme . The user s UC-Mbile client passwrd will be the same as the user s My Phne passwrd. ALTUS UC - MOBILE CLIENT ADMIN GUIDE PAGE 5

9 Links t dwnlad the client are available in bth the sent t the user, as well as in the My Features tab. The user will nw need t dwnlad the ios client frm the Apple App Stre and the Andrid client frm Ggle Marketplace. Once the client is dwnladed and user signed in, the user will be ready t use the client Activate Using UC-Mbile client at initial lgin Fr an end user that has previusly lgged int the My Phne dashbard and reset the temprary passwrd, that user may dwnlad and install the UC-Mbile client by using the links prvided in the UC-Mbile client welcme . Once the client is dwnladed and user signed int, the user will be prmpted t cnfigure the Mbility Feature, setting Alert Click t Dial, Phnes t ring, and Answer Cnfirmatin. (instructins are in the UC-Mbile client User Guides fr Andrid and ios). See the Altus Vice UC-Mbile Quick Start Guide fr instructins n initial client setup ALTUS UC - MOBILE CLIENT ADMIN GUIDE PAGE 6

10 5 Trubleshting 5.1 End User Prblem Islatin Initial attempts t trublesht an issue with the client invlve islating the surce f the prblem by fllwing these steps: 1. Clse/Lg ut f UC-Mbile client app. 2. Verify circuit switched calling is available by placing a test call using native phne app. 3. Verify Data/Internet cnnectin is available by testing the brwser. 4. Verify that Mbility is cnfigured prperly 5. Re-Install App. If ptential IOS/Andrid OS issue r hardware issue, then verify that the issue persists after UC-Mbile client applicatin is remved frm phne. (i.e. phne rebts, r freezes, r ther). 5.2 Service Prvider Trubleshting Validating the User Cnfiguratin in the Dashbard A key step in trubleshting is t validate the user is prperly cnfigured within the dashbard and that the UC-Mbile client license is shared as a device assciated with the user s phne. Figure 4 UC-Mbile client Assignments ALTUS UC - MOBILE CLIENT ADMIN GUIDE PAGE 7

11 Figure 5 Device Assignments User experiences prblems during install 1. Verify Hardware/iOS and Andrid Versins fr cmpatibility and 3G/4G subscriptin /Carrier 2. Verify this is a new installatin f the service. Des user have anther versin laded? If s remve and re-install. 3. Verify Installatin issue: Des it cmplete dwnlad frm Ggle Play Stre, r Apple Stre? If nt, des issue ccur with ther apps? If nt send t BradSft Applicatin Supprt. Des user receive an errr during installatin after dwnlad is cmpleted? If s dcument the errr. Check Apps list t see if installatin cmpleted and if s remve and attempt re-install. Otherwise attempt re-install. If issue is repeated and custmer has supprted versin f ios /Andrid, then escalate t BradSft. Des user receive an errr when they try t add the applicatin shrtcut t their smartphne desktp? Can test applicatin by launching frm the apps menu directly. Is user having issues adding icns with ther apps? Is user receiving an errr message? If errr message islated t UC- Mbile client app, then escalate t BradSft. If cmmn issue with ther apps then warm transfer t Wireless. Des user receive an errr when they launch the applicatin? Remve Applicatin and Re-Install If errr ccurs at lgin screen after lgin attempt g t Prvisining Flw If errr persists during applicatin launch (after reinstall) escalate t BradSft ALTUS UC - MOBILE CLIENT ADMIN GUIDE PAGE 8

12 5.2.3 User reprts that their UC-Mbile client applicatin des nt wrk. They have it installed, but cannt lgin r are receiving ther cnnectivity errr. The user has nt previusly lgged in and used the applicatin 1. Gather custmer details 2. Verify hardware/ios and Andrid Versins fr cmpatibility and 3G/4G subscriptin / Carrier 3. Verify UC-Mbile client App has installed successfully (if nt g t Installatin) 4. Has the user ever lgged int the app befre? (If yes, then g t Lgin r Applicatin) 5. Verify Prvisining Setup in Dashbard 6. Verify Custmers Credentials. Reset Passwrd if Needed. 7. Have user lgin with knwn wrking Supprt Test Accunt. If they can d s the issue is likely islated t NW prvisining f the accunt. 8. Escalate t BradSft Level 2 Supprt User reprts call quality issues 1. Verify Hardware/iOS Andrid Versins and 3G/4G subscriptin and Carrier 2. Fundatin Questins: Any Pattern t Call Issues can discern? Cnfirm whether issue ccurs n inbund, utbund, r bth directins. All inbund calls g direct t dialer and are circuit switched Outbund calls have the ability t be Circuit switched r VIP. Verify user settings t determine whether they are using VIP r their Native dialer. If caller is using VIP recmmend they change their setting and educate them n their ptins. If issues ccur n Native Dialer, then discern whether issue ccurs with Nn-UC-Mbile client number r nly when UC-Mbile client number is called r call is initiated frm UC-Mbile client applicatin. D they ccur with Native Dialer? Place UC-Mbile and nn UC-Mbile test calls as needed with Native Dialer t cnfirm. If issue islates t UC-Mbile Calls then escalate t Altus <quality r discnnect likely a result f BS netwrk> If issue is with all calls then direct t Wireless carrier. ALTUS UC - MOBILE CLIENT ADMIN GUIDE PAGE 9

13 5.2.5 Settings mismatch between UC-Mbile client and Dashbard MyPhne 1. Lg int Rialt. View user call settings and verify they are in sync. 2. Have user attempt t reset frm device and retry 3. Reset frm Web Prtal and retry. Did setting dynamically update in client? Is it effective? 4. If settings d nt activate frm the client r sync with Web prtal then send t Altus Vice. 5.3 Knwn Issues, Ntes, and Limitatins Knwn issues with using the UC-Mbile client are as fllws: ios Specific Use Case: While n a VIP call n the UC-Mbile client, any incming circuit switched call will result in the VIP call being placed n hld autmatically, and the Native dialer will be brught int the fregrund t answer r decline the call. This is standard ios behavir fr all applicatins. The held VIP call may be retrieved frm hld after ending/declining the circuit switched call, returning t the UC-Mbile client, and pressing the Hld buttn. Hwever, in the event that the ios device was lcked prir t the receipt f the incming circuit switched call, if the ios device terminates the cell call, the VIP call may nt be retrieved frm hld. The user wuld have t End the held call and reinitiate the call. If the circuit switch calling party terminates the call, then the VIP call can be resumed as abve. Ntes and Limitatins with the UC-Mbile client include: All incming calls will utilize the user s mbile minutes. If the UC-Mbile client has lst data cnnectivity then all functins are disabled except fr 911 calling. User will see an errr indicating netwrk cnnectin lst. On the Verizn Wireless 3G netwrk, data and circuit switch calls cannt be active at the same time. This is a Verizn 3G limitatin. If the user has an active VIP call and they receive an incming call, the VIP call will be drpped. There is n seamless handver between underlying data netwrks. Fr example, when the UC-Mbile client rams frm WIFI t 3G / 4G LTE r back any VIP call will be drpped. The client will re-register when n a new netwrk, and new calling may cmmence. The UC-Mbile client will allw a VIP call t be established ver a 3G netwrk. BradSft des nt recmmend this scenari due t netwrk perfrmance. The user s UC-Mbile client passwrd will be the same as the user s My Phne passwrd. Changing the passwrd in the My Phne Dashbard requires a passwrd change n the BTBC mbile client. The user cannt lg int multiple mbile devices at the same time. Mbility, Office Anywhere, and Simultaneus Ring cannt be used at the same time, with the same destinatin number. If Office Anywhere r Sim Ring are ALTUS UC - MOBILE CLIENT ADMIN GUIDE PAGE 10

14 active fr a specific phne number, Mbility is nt functinally useable fr that number if bth services are cnfigured with the same number, bth calls will be sent t the number, causing a busy r vic cnditin. It is recmmended that this setting is defined within the MyPhne dashbard t prevent ptential cnflict. When transferring a call t a cntact in the directry, the calling party number is nt autmatically remved frm the UC-Mbile client dialer screen after the transfer is cmplete. User will be required t manually delete, r simply select a different number frm the directry t call. Spradic, nn-replicatable call quality issues have been exhibited in a specific testing envirnment (Mtrla RAZR Andrid Device n Verizn Wireless netwrk) when calling int the Vice Prtal. All calls are subject bth t the availability and quality, f all invlved parties netwrk cnnectins. On ios devices, the UC-Mbile client will nt perate simultaneusly with ther media apps (such as Pdcast, Music, Vides, YuTube, etc.). Any VIP call in prgress will be placed n hld and retrievable as described abve. Issues have ccurred when attempting t pull a call using call-back when pull thrugh certain SONUS SBCs ALTUS UC - MOBILE CLIENT ADMIN GUIDE PAGE 11

15 6 Frequently Asked Questins This sectin lists frequently asked questins (FAQs) and prvides slutins. Hw d I trublesht issues? Issues are sent t the Technical Assistance Center (TAC) by yur service prvider accrding t the usual BradSft supprt prcedures. Fr this, yur service prvider must have a supprt and maintenance cntract in place. Can the client be branded? Yes, the UC-Mbile client n ios can be branded. Fr mre infrmatin n custmizatin, cntact yur Accunt Manager. What is the target market? This slutin applies t all markets and all cmpany sizes; hwever, further VCE integratin is required. Where can I get help? There is a help file included with the client, available frm the main windw frm the Main menu r in the Lgin windw. Can I call PSTN numbers? Yes. Hw is 911 Supprted n Mbile Device? All 911 calls placed by the Client are initiated via the Circuit Switched and nt the VIP r Call Back ptins. What happens when I lse my netwrk cnnectin? The client lgs ut. Hwever, it will attempt t lg in again autmatically as sn as the netwrk returns. Can I change my user name and passwrd? Passwrd changes can be made frm the My Phne dashbard. ALTUS UC - MOBILE CLIENT ADMIN GUIDE PAGE 12