MiCloud Office. iphone. Copyright Mitel Communications AB

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1 MiCloud Office iphone Copyright Mitel Communications AB Table of Contents 1. Application Overview Supported versions To get started To get started with an iphone To get started with an ipad Starting up Overview Activity view Shortcuts Availability Call diversion Navigation Add your favorites to Contacts Me Change user photo Chats Individual chat Group chat Dialler Call log ACD Groups MiTeam Future Presence Activity Diversion About Calls Transfer calls VoIP calls DTMF tones Messaging and Collaboration Chat Pages To-Do Meet Loss of connectivity ACD and Attendant groups ACD Supervisor Language Localization Supported Languages Uninstalling Application Overview This ios app enables you to access the directory search, manage your presence status, call and send text messages, chat and do more advanced collaboration with your contacts. The Revision:

2 application allows you to easily log in and out of queues and automatically control when you are available or unavailable regardless of whether you are logged in. Built-in transfer capabilities allow attendants to make blind transfers through the intuitive user interface Supported versions See the Compatibility Matrix for a list of supported operating system versions. 2. To get started 2.1. To get started with an iphone There are two different ways to get started with this app. Which way is available for you depends on the the system you are connecting to. Alternative 1. Activate with mobile number and code 1. You will get a welcome SMS from the system administrator. SMS will contain a link to download the application. 2. Open the link in the SMS text message and download the application. 3. Open the application. It requires you to fill in your mobile number including the country code. e.g Press Get activation code button. An activation code will be sent to you by SMS and by Fill in the activation code and press Activate button. 6. After the activation code is validated, you can use the application. Alternative 2. Activate through configuration web page 1. You will get a welcome SMS from the system administrator. SMS will contain a link to a web page where you can download and configure the application. 2. In the web page that opens on your phone, tap on 1. Download. 3. You are directed to App Store. Download the application and install it. 4. When the installation is completed, return to web page by tapping on the link in the text message. Then tap 2. Configure To get started with an ipad Activate using a temporary activation code 1. You will get a welcome SMS/ from the system administrator. SMS/ will contain a link to download the application. 2. Open the link in the SMS/ and download the application. 3. Open the application. It requires you to fill in your username or the mobile number (including the country code e.g ). Revision:

3 4. You might also need to fill in the server address if it was not embedded in the application. 5. Press Get activation code button. An activation code will be sent to you by SMS (in case you provided mobile number) or by Fill in the activation code and press Activate button. 7. If provided credentials are correct, your app is activated and should present you the main view. Activate using your password 1. After installing the app, select link to login with username and password method. 2. Fill in your username or your custom user identifier and your password. 3. You might also need to fill in the server address if it was not embedded in the application. 4. Press Login button. 5. If provided credentials are correct, your app is activated and should present you the main view In case you could not login with any of above mentioned methods 1. Install the app from App store 2. Browse with your ipad to the Application page in your user web 3. Select Launch ipad configuration. 3. Starting up You start this app by selecting the app icon on your ios device. 4. Overview When starting the application the user will arrive at the Contacts view, the main view of the application. Sliding using the handle on the right reveals the quick presence view where users can set presence, access presence shortcuts, add presence shortcuts and set presence with diversions. Sliding using the handle on the left reveals the navigation menu where the user can pick between different views and see notifications regarding for instance unread chat messages or recently added log items. Which items are available in the navigation menu depends on your server settings. You might not have all of the views described in the following sections, and you might have additional web views as well. The contents of a view can be refreshed by swiping down in the view. For example, this is useful to update the Contacts view with the current presence state of your contacts, which may have changed since you opened this view. When manually switching to another view, the contents of the view being opened are automatically refreshed. 5. Activity view Revision:

4 The Activity view is accessed by pulling the handle to the right. In the activity view you can view and set, your current presence state and information related to that. The activity view shows your activity, with end time and diversion, your role, your note, and your shortcuts. To edit your activity, role or note, just press on the item Shortcuts Shortcuts are used to set your presence easily. To add a new shortcut, press +. Name, activity, availability, duration, diversion number and an icon can be specified while creating a shortcut. When setting a shortcut or setting a custom activity the active diversion may be changed. The following applies: Use default diversion - The active diversion will be the one mapped to the activity if such mapping exist, or another previously set diversion. Active diversion will be the activity diversion or previously set diversion if one of them is set, otherwise no diversion. Clear default diversion - The will clear any previous set diversion. Active diversion will be no diversion. Override default diversion - The active diversion will be the number set in the number field Availability Availability for an activity can be overridden from the Custom activity view that can be opened by pressing on the more icon. Possible override options are Available sets green icon with the activity. Do not disturb sets red icon with the activity. Call routing rules can be added based on the availability Call diversion This feature will divert all incoming calls to the specified diversion number. You can set call diversion from the Custom activity view. This will remain valid until you manually remove it or activity diversion enables another diversion number for you. To set call diversion 1. Open Custom activity view by pressing more icon. 2. Mark Divert to number. 3. Enter number where you want your incoming calls to be diverted. 4. Select Done To remove call diversion 1. Open Custom activity view by pressing more icon. 2. Un-mark Divert to number. Revision:

5 3. Select Done 6. Navigation When using the handle to the left in your view you will see the navigation menu. The items present in the menu are: Contacts, Me, Chats, Dialler, Call log, Groups, MiTeam, Future presence, Activity diversion, Settings and About. You might also have some web views. Depending on the settings for your system you can have a different list and order of the menu items. The starting view is the first of the navigation views. To close the menu simply slide the view back or pick one of the views in the menu Add your favorites to Contacts 6.2. Me You can add your favorite contacts to a group in icloud. When Add your favorites to Contacts is enabled the app will create a new group and add your contacts to it when you launch the application. The application creates one group, to which your contacts are added. If a contact already exists in this application group, this contact is updated with the information from the server. The application will never remove information from the contact. This procedure is done every time the app is opened, so new server contacts are detected at that time. If the user does not have icloud, but has another contact account, e.g. Exchange, the application will not create the group or add any contacts. To enable Add your favorites to Contacts: 1. In the home screen, press Settings. 2. Select this app. 3. In the Contacts section, enable Add your favorites to Contacts. You can add favorites in your contact list by tapping the star at the upper right corner in the contact's view. If Add your favorites to Contacts is disabled, a pop-up will ask you "Add your favorites to Contacts has been disabled. Would you like to delete all contacts within the group?". If you press Delete, all contacts are deleted in the group folder, including contacts manually created within that group. When the app is installed for the first time, Add your favorites to Contacts may be disabled by default. Check your settings to enable this feature. The app will not delete the group or added contacts if you uninstall the app. Revision:

6 The Me view lets you see and manage presence state, caller ID and your information. Presence is used to show and manage if you are available for calls or not. You can also change your presence information. Caller ID is the number that is used when calling outbound. You can change this number from your primary number so that you call from, for example, the switchboard or an attendant group. To change your Activity 1. Select Me 2. Select Set Activity 3. Select the new activity. The activity is changed immediately. To change the Activity End Time 1. Select Me 2. Select Set Activity End Time 3. Set your end time and select OK. The activity will go back to the default activity when the time expire. When the end time is next workday it will go back to the default activity on the the start of your next workday based on the working hours configured by your administrator. To change your Caller ID 1. Select Me 2. Select Caller ID 3. Choose your new outbound caller ID. If you want to call anonymously, unmark Show my caller ID 4. Select Done To set your 1. Select Me 2. Select Set 3. Enter your note. Press the text field to bring up a keyboard if that is required. 4. Select OK If you are authorised you can also change the information in the extra fields. To edit your extra information 1. Select Me 2. Select the edit icon next to the field you want to edit 3. Enter your new information and click OK Change user photo From the Me view you are able to change your user photo. Revision:

7 Press the photo with a small camera icon A camera view will open. In this view you are able to take a photo or open your photo gallery to select a photo. You can also modify your photo by applying a filter or zoom in and out using a pinch gesture on the photo preview. Take a new photo You can take a new photo using front or back camera. Select camera by pressing the switch button. When back camera is used you are also able to select flash mode in the top right corner and change focus by pressing on the photo preview. 1. Select camera. 2. Press the camera icon in the middle. Import a photo 1. Press the folder icon in the bottom right. The photo gallery will open. 2. Select a photo Apply filter 6.3. Chats After a photo is taken or imported, a toolbar with filters will appear. You may optionally apply a filter to the photo. 1. Scroll the toolbar horizontally to find a suitable filter 2. Press the filter preview image The filter will now be applied to your photo. You can switch filter by selecting another one or remove the filter by pressing the ORIG button Upload the photo After a photo is taken or imported a check button will replace the camera icon. By pressing this the photo will be scaled to the supported format and uploaded. 1. Press the check button You can send chat messages to your colleagues with the application. Based on your user profile, you may also have access to more advanced collaboration features. Collaboration gives much more capabilities and replaces the basic chat as soon as the other party also is enabled for Collaboration. In the Chat view you see all your ongoing conversations as well as all ongoing Collaboration sessions. You can manage your ongoing chats with the collaboration features. You find more information about the Collaboration features in the Collaboration section. To send a chat message to, or start a Collaboration session with a contact 1. From the contacts view or call log, select the contact you want to start a chat or Collaborate with. Revision:

8 2. Tap Chat. 3. In the chat view, enter your message and send it Individual chat An Individual Chat is started in the Contacts view. Long press on a contact and then select Chat, or start the chat in the contact details view. Whenever the other user have Collaboration capabilities, a new collaboration chat will start. If the other user does not have collaboration capabilities, a basic chat will start. If a Collaboration session with the other user already exists, it will be continued in the same. Otherwise a new chat session is created Group chat A group chat is always started from the Chats view. 1. Navigate to Chats. 2. Tap the Group chat button on top of the view. 3. Set a title for the chat. 4. Select which participants you want to invite. 5. Tap Start. Remove chat 6.4. Dialler When starting a group chat from an existing individual chat, a new chat is created (no history is included). The original individual chat remains as it was. 1. In Chats, and tap Edit. 2. Select the chats you want to remove. 3. Tap the Trash icon. The dialler is an office phone dialler where you can call by callback and transfer calls Call log The call log presents your log history in chronological order with latest item on top. Here you can see information (such as date, peer, phone number) about your missed, incoming and outgoing calls and associated call recordings and voic if available. Logs are gathered from all your devices connected to the system. Each log entry shows the current presence status of the peer, if available, and has a quick link to contact details about the peer, where you can see past history and add the peer to your Contacts, either as a normal contact, a favourite, a VIP or as a blocked contact. You can filter the log on All items or only on Missed items or on Inbox, where the Inbox shows you recordings and all your voic . For the filtered result you can do a batch delete. You can also delete single log items. The menu option for log history holds a badge that reflects Revision:

9 the number of unseen (new) missed calls or voic items. This number is also displayed in the application icon badge. To refresh the call log, drag downward on the list of calls. This fetches any new calls from the system and displays them in the call log. However, if one or more calls listed in your call log are deleted from another device, these calls remain displayed in the call log in this ios app. To completely refresh the call log to reflect also these deleted calls, you need to exit and re-enter the app, which makes the app fetch the whole call log from the system. Update of the missed calls log can be delayed if Telepo for Mobile is running in the background. To view your log history 1. Select Call log To delete a log item 1. Select Call log 2. Press and hold on the log item you want to delete and then press Delete. A confirmation popup will make sure you do not delete items by mistake. To filter on All, Missed or Inbox items 1. Select Call log 2. Select the filter option All if you want to see all your communication log items 3. Select the filter option Missed if you only want to see your missed calls items 4. Select the filter option Inbox if you only want to see voic and recordings To view log history for a specific contact 1. Select Call log 2. Press a the Info icon the the right to see details about the related contact. In this view you will also be able to see your log history for this specific user. To call back 1. Select Call log 2. Press the call icon to the right of the contact you want to call. To listen to voic 1. Select Log. Optionally, select Inbox. 2. The behavior of this function depends on whether the Download message to mobile phone feature is allowed on the server. If this feature is denied, tap on a voic message to initiate a callback from the server that will play the voic . Revision:

10 If the feature is allowed, the voic functionality is described below. Tap the voic item you want to play. The duration of the voic message is displayed, and the play icon changes to a pause icon. To play voic messages, it is necessary to have a mobile data connection or LAN connection. On mobile data or a slow LAN, it may take a couple of seconds for the message to start playing. On very slow networks, a progress bar is displayed while the download starts. You can tap this progress bar to pause the download. Tap the progress bar again to resume the download. Change view to cancel the download. You can use the slider displayed in the playing voic item to seek forward and backward in the message. Tap the pause icon to temporarily stop playing. Tap the icon again to resume playing. To listen to a recording Only one voic message or recording at a time can be played. Switching to another view will stop playing the current voic message. You can listen to voic messages from a specific contact also in Contact detail view. Downloaded voic messages and recordings are cached on the phone, and can be played again without downloading them anew. Eventually, the oldest cached items are automatically deleted to make space for new ones, once the cache fills up. 1. Select Log. Optionally, select Inbox. 2. Tap the recording you want to play. The duration of the recording is displayed, and the play icon changes to a pause icon. To play recordings, it is necessary to have a mobile data connection or LAN connection. On mobile data or a slow LAN, it may take a couple of seconds for the recording to start playing. On very slow networks, a progress bar is displayed while the download starts. You can tap this progress bar to pause the download. Tap the progress bar again to resume the download. Change view to abort the download. You can use the slider displayed in the playing recording to seek forward and backward in the recording. Tap the pause icon to temporarily stop playing. Tap the icon again to resume playing. Revision:

11 Tap the recording currently playing to stop playing it (doing this will not "remember" the current playing position in the recording). Only one recording or voic at a time can be played. Switching to another view will stop playing the current recording. Downloaded recordings and voic messages are cached on the phone, and can be played again without downloading them anew. Eventually, the oldest cached items are automatically deleted to make space for new ones, once the cache fills up. To perform more actions 1. Select Call log 2. Long press on a log item to pop up a menu with call, sms, delete and view details actions ACD Groups The ACD Groups view displays the ACD and Attendant groups that you are a member of and also shows the call log for these groups. This view is available only if you are a member of an ACD or Attendant group To log in or log out of an ACD or Attendant group 1. Select ACD Groups 2. Tap the slider next to the group you want to login or logout from. You can scroll down see more groups if all are not visible on the screen. To view the ACD and Attendant groups call log 1. Tap the icon. The view displays a summary of all, missed, forwarded, and answered calls. Call details per call are listed under the summary. Tap in item in the lof to view queue and call duration information. It is also possible to filter results by groups MiTeam The MiTeam view is where you can create collaboration sessions - called Streams - with your team members. Streams provide advanced tools for team interaction as well as possibilities to schedule Meets. A Meet is a common name for a conference that can be either a Voice or a Web meeting. In the MiTeam view you can create new Streams as well as Meets (voice conferences and web collaboration sessions). Streams are intended for long-term collaboration, compared to Chat sessions that are more ad-hoc oriented. The MiTeam view will list your current Streams and Meets. Both the one you have created yourself, accepted to be participants in, or you are invited to join. A Meet that is about to start within soon will appear on top of the list. To create a new Stream: 1. Click the Stream icon and select Create a stream. Revision:

12 2. Enter a title. 3. Select participants by searching your contacts. 4. Press Start. The other participants will now automatically be invited to your Stream. To Delete or Leave a Stream: 1. In the time line of Streams, click on the icon in the upper right corner. 2. Click on either of Delete or Leave (depending on Stream ownership). 3. Confirm or cancel. A Stream can only be deleted by the owner (the user who created it). Only participants (not owner) of a Stream have the option to Leave. When deleting or leaving a Stream, all Meets that the user has scheduled in the Stream will be cancelled. A Meet can be initiated both as scheduled or ad-hoc. When a Meet is scheduled inside a Stream, the Meet scheduler opens. As the first participant calls in to the scheduled conference, the Web Meet will be automatically initiated and all participants are invited. To schedule a Meet for a Stream: 1. Click the MiTeam icon to view the list of your Streams. 2. For the Stream you want to schedule a meet to, click the calendar icon to the right. 3. Click Insert Name of the Meet. 5. Select the From and To date and time. 6. Set Repeat sequence if applicable. 7. Search and select participants, including any guests. You can add address or phone numbers space separated. 8. Set the preferred meeting reminder time to the calendar invitation. 9. Set the preferred time for SMS text message reminder. 10.Write an invitation. The text will be displayed in the invitation and calendar event. 11.Select Timezone. 12.Click Check sign to create the new Meet. To create an ad-hoc Meet inside a Stream: 1. Click the MiTeam icon to view the list of your Streams. 2. Click on your Stream. Revision:

13 3. Click Meet. 4. Edit the participants, if not all participants should be invited. 5. Click Start Meet. A UC user without the Collaboration license will have a limited feature set on the Meet. Without the collaboration license, your meets are limited to 10 minutes, file upload is limited to 5MB per file and you can only be two participants. A UC user with Collaboration will have a 24 hour max length on Meets, file upload limit size at 300MB per file and maximum 50 participants. To join an ongoing or within 10 minutes upcoming Meet do as follows in the MiTeam time line: Click Handset icon in the Meet item to join the voice conference Within short the invitation to the Web Meet will be visible. Click on the Web Meet button to join If it is a voice only conference initiated from a user without MiTeam capabilities, the option with Web Meet does not apply. To delete a scheduled Meet: 1. In the main list of scheduled Meets, click on the Info icon of the Meet to be deleted. 2. Click on the Delete option. 3. Confirm delete. To edit a scheduled Meet: 1. In the main list of scheduled Meets, click on the Info icon of the Meet to be edited. 2. Click on the Edit option. 3. Edit the Meet. 4. Confirm the changes Future Presence The menu item Future Presence adds the possibility to schedule future presence changes. User Activity and Role can be set to change at any point in time at least 10 minutes into the future and revert back to the default state at any point in time at least 5 minutes thereafter. When adding a Scheduled Presence, the default suggested start time is the next nearest half hour (:30 or :00). If the current time is less than five minutes from the nearest half hour, the suggested start time will be five minutes past the nearest half hour (:35 or :05). If the presence change is set to start in future months, the default suggested start time is nine o'clock (09:00). When adding a Scheduled Presence, you must also set the Timezone for the start and end time. Your default Timezone will be suggested automatically, but you can set another if you want to. The feature is fully integrated with ios sand also takes into account Daylight Saving Time (DST). Naturally, you can edit the Timezone for the Scheduled Presence item just like any other information. Revision:

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

15 To delete a future presence item 1. Enter the Future Presence view where all future presence changes are listed. 2. Press and hold an event for 2 seconds to bring up the Edit or delete menu. Alternatively, press the Edit presence item icon in the list. 3. Choose to Delete the Scheduled presence item. Alternatively, click the Cancel to abort and go back to the Future Presence view. 4. If you choose to delete a scheduled presence you will be asked to confirm your decision. Regardless of whether you Confirm or Cancel the delete operation, you will be brought back to the Future Presence view. 5. Deleted scheduled future presence changes will be removed from the Future Presence view Activity Diversion Activity diversion is a feature to enable call diversions based on your activity. You set which activities that should have a call diversion and the number the calls should be diverted to. You can, for example, have an activity diversion for the activity Vacation with the switchboard number that will automatically divert all incoming calls when you have the activity Vacation to switchboard. You will be notified with an icon along with diverted number in the Activity view. Upon selecting your activity to one with mapped diversion number, will divert your incoming calls to that number. Existing diversion numbers to activities are presented in a list. You can add a new diversion number and can also edit or delete an existing one. To add a new diversion number 1. Press + icon 2. Select activity. 3. Enter number where you want your incoming calls to be diverted. 4. Select Done About 7. Calls To edit or delete a diversion number 1. Long press on the desired item. 2. Select Edit or Delete The about screen displays the app version and copyright. To call a contact 1. Select the contact you want to call. Search for the contact if necessary. The presence icon provides information if the contact is available, or not,. Revision:

16 2. Select the number you want to call. 3. To call a native address book contact, search for the contact using the app. Open the detail view by clicking on the contact. By clicking the phone icon for a number a native GSM call will be initiated, or by clicking the number row the app will start a call based on the dialing settings. You can configure either to call direct or to make a callback call, where the system calls you and connects the call. When calling via callback you need to call via the office phone dialler. To set call type From your main view, select Settings > this app, then enable callback for callback calls. Direct calls are used if this is not enabled Transfer calls Using Transfer functionality, it is possible to transfer an ongoing call to a third party. You can set your preferred (default) transfer type in your phone settings to be attended, blind, or ask per call. A Blind transfer is an unattended transfer without notifying the destination (third party) on the impending transfer. With Blind transfer however, the transferring party still retains a link to the call in a way that if the call is not taken by the third party, it goes back to the transferring party. Once initiated, Blind transfers are not possible to be canceled. Attended transfer makes it possible to transfer a call while first getting the opportunity to talk to the party where the call is being transferred. For Attended transfers, a banner is shown on top of the app from where you can cancel the transfer. If you cancel the transfer, you will be connected to the calling party again. Once initiated, the transferring party loses the link to the call and it is not possible to get the call back. Your transfers will be either HTTP based or dial string based. For Attended transfers, you can cancel a dial string based transfer with the key * (star). If you hang up, you will transfer the call. For HTTP based Attended transfers, you will get a banner on top of the app view where you can cancel the transfer. If you cancel, you will be connected to the first caller again. You can only transfer to users, external numbers, ACD, ACD light and Attendant. that some function numbers are not supported, such as IVR. To set the default transfer type for calls 1. Go to phone Settings. 2. Scroll down to Telepo app. 3. Go to CALL TRANSFER and tap Transfer type. 4. Choose one of the following: Always blind transfer: A Blind transfer is initiated every time a call is transferred. Always attended transfer: An Attended transfer is initiated every time a call is transferred. Revision:

17 Always ask: A pop-up is shown every time asking whether the transfer should be Attended or Blind. Call transfer capability depends on your service provider settings. You may have capability for HTTP based transfer (data traffic), or dial string based transfer, or a combination of both depending on network connection, or no transfer capability. If you have a 3G, 4G, or WiFi connection, the transfer can be done via HTTP (data traffic). If you are connected to a 2G network (and have a Mobile Extension (MEX) connection), the transfer will be done using the dial string. To transfer a call to a contact 1. During an ongoing call that you want to transfer, go to Contacts view in the Telepo for Mobile app. 2. Choose the desired contact from the favorites list of by searching for the contact. 3. Tap the Transfer button on the contact card. The app behaviour varies depending on the transfer type selected in the phone settings. This procedure assumes that transfer type is set to "Ask for each call". 4. Select the desired transfer type in the pop-up, Attended or Blind. Clicking Cancel in the pop-up aborts the transfer process. 5. For Attended transfer: End the ongoing call to transfer the call. Clicking Cancel Transfer in the app banner cancels the transfer and connects the calling and transferring parties again. 6. For Blind transfer: Call transfer is initiated automatically. The app shows a message "Transfer initiated". To transfer a call to a new number 1. During an ongoing call that you want to transfer, go to the office phone, that is Dialler. 2. Enter the number in the dialler and tap the transfer icon VoIP calls Telepo for Mobile supports VoIP calls. This is a valuable feature if you are in an area with poor mobile phone coverage but good internet connections. Or if, for instance, you are using the Telepo for Mobile in an office environment. VoIP calls are made available based on user agreements, network availability and operator restrictions. When VoIP calls are available, the user must enter the credentials necessary Revision:

18 to authenticate with the VoIP server and optionally choose the type of network it is allowed to use when placing VoIP calls. If you are running towards 4.3 (or later) servers the authentication is handled automatically (this will hide the username and password fields). To enter the credentials 1. Select Settings from the menu to the left. 2. Type Username. 3. Type Password. 4. Click Login. This is the same user ID and password that are used to login to the MiCloud Telepo portal. If VoIP calls has initialised successfully, a Logout button will be displayed. The Logout button may be used to stop receiving VoIP calls on your mobile. In case the log in is not successful, the user will get an information message. The user is able to configure the type of mobile network that may be used to make VoIP calls. For example if the user only wants to enable VoIP calls, when a WiFi network is connected. To set network preferences 1. Select Settings from the menu to the left. 2. Select Networks. VoIP calls are similar to traditional GSM calls, you can answer an incoming VoIP call, hang up or reject a call and you can also send DTMF tones. The phone user should be aware that a situation may arise where the user will receive a GSM call during a VoIP call. In this case, the GSM call will always have precedence and the VoIP call will be put on hold. There are some important distinctions between VoIP calls and traditional GSM calls: VoIP calls require an internet connection for example WIFI or 3G/4G. It will not be possible to make VoIP call without a working internet connection. VoIP calls received during an ongoing GSM call will be rejected. A busy signal is played if one of your Telepo contacts declines a VoIP call from you DTMF tones ios Telepo for Mobile only supports this mode of calling, when it is in the foreground and therefore will not be available once the application has been sent to the background. This can be problematic when the user receives a GSM call during a VoIP call. This limitation will be addressed in a future release. Dual Tone Multiple-Frequency (DTMF), also known as Touch Tones or Tone dialing, are supported while in a VoIP conversation. A DTMF keypad can be accessed while in an ongoing VoIP call and minimized when not needed anymore. Revision:

19 8. Messaging and You can and send SMS messages to contacts and phone numbers with the application. You can send SMS message to one or many contacts. You can also change the from number of the SMS message to a function number or ACD number, if you are authorized. This could be used if you, for example want to send an SMS message from the ACD group instead of your own personal phone number. To send an SMS message to a contact 1. Select a contact and click SMS. 2. Choose which number(s) you want to send the SMS message to. 3. Enter your message and click Send. To send 1. Select a contact and tap on the contact's address. This will open the account configured on your device. 2. You can add contacts from your device's contact list, or by entering address. The will be sent from your account settings in your device. 9. Collaboration 9.1. Chat Users in an organization activated for Collaboration will have enhanced chat capabilities. If the party you would like to initiate a chat or a stream with also has device that is enabled for Collaboration, a Collaboration session is created instead of a basic chat started from Contacts. From MiTeam > Streams, the Collaboration window displays: Chat - show all messages and file loads Pages - store pictures, illustrations and other file uploads To-Do - add To-Do lists to share among the members of the chat group Meet - start ad-hoc meetings with group members Search - In the collaboration window you can enter a search string. This filters the list to show only items containing the text that you enter. The search will include Messages, Pages and To-Do lists. Mensions - If someone have mensioned you by name that will appear here. Favorited Items - If you have favorited items they will appear here. Limitations may apply depending on your license. For more information, see Collaboration Limitations. With the Collaboration feature enabled, you can use the advanced chat feature. You can have an individual chat (with one other user) or a group chat with multiple participants. The following options are available from the Chat pane: Revision:

20 9.2. Pages 9.3. To-Do Send message - Type a message in the Send message field, and press Enter. Start group chat - Click the Options icon in the upper-right of the Chat pane, add a Title. Select the participants to add to the chat and then click Start. Delete chat - Click Edit in the upper-left of the Chat pane, and select the chat that you want to delete and then tap the Trash icon. You can create or upload files to your chat to share them with other members of the chat group. All members of the chat group can modify the added files. Once a file is added, it is also organized under the Pages area for the Collaboration session. The following tools are available from the chat pane: - activate a text editor where a note can be created within the chat Whiteboard - create a virtual whiteboard within the chat Gallery - get images from your iphone gallery Camera - add a photo with your camera Web - add files, links or pictures from the Internet Additional editing tools are available from these tools. You can also use the microphone to record a message to the chat. Any files that have been uploaded or created within a chat or stream will be stored in the Pages area. From the Pages area you can manage all files that are uploaded to a chat or stream. You and members of your chat group are able to collaborate on the content stored within the chat. You can add files directly to the Pages area, and create folders to organize your uploaded content. For example, you may want to keep images and documents in separate folders, or organize content about a particular topic. You can delete, rename, edit, move, copy and share files, as well as creating a To-Do list from the Pages area. You can use the To-Do feature to create, organize and assign tasks among members of a chat group. Your team s tasks are kept in one place, so that everything is actionable and transparent. To create a To-Do list: 1. Select the chat for which you want to create a To-Do list, and tap To-Do. 2. In the Add a To-Do item field, type the text for your first To-Do item, and click Enter. The item now appears in your To-Do list, and is available for editing by any member of your chat group. 3. Enter additional items as needed. The following actions are available from within the To-Do list, for any member of the chat group: Sort - by Priority, by Due Date, Alphabetically or by Assignee. Mark an item as completed - Click the checkbox beside the list item. Revision:

21 9.4. Meet If you click on an individual list item, the following actions are also possible: Flag the item as important - click the flag icon beside the list item. Items flagged as important will appear at the top of the list. Assign to an item to a member of the chat group - Click Assign to, and select the member to whom the item should be assigned. Set a due date for the item - Click Set due date. From the calendar pop-up, select the date and time by which the item must be completed. Set a reminder - Click Remind me. From the calendar pop-up, select the date and time you want to be reminded. Add an attachment - Click Add attachment, and navigate to select the item you want to add. (You can add content from a Binder or a file from your computer.) Copy or move the item to another list - Click Copy/Move, and then select Copy To or Move To. You now have the following options: Select the chat or Stream to which you would like to copy or move the item. Delete an item - Tap Delete. Add a description - In the Add description field, enter a description of the To-Do item. Add a comment - In the Add a comment field, enter a comment about the To-Do item. Mark an item as Completed - Click the checkbox next to the name of the To-Do item. Flag an item as important - Click the flag next to the name of the To-Do item. To return to the list view, click the right-arrow icon to close the detailed actions pane. From within an existing chat, you can use the Meet feature to start an ad hoc, online meeting with members of a chat group. A Meet is a real time collaboration tool, with or without voice and video, with the possibility to do screen and file sharing. To start an ad hoc Meet: 1. Select the chat from which you want to start the meeting, click Meet and then click Meet Now. 2. Select the type of meeting you want to initiate: Voice - initiates an audio conference with members of the chat group. If the chat is with a single user (one-to-one), it will be initiated as a voice call in the Softphone application. If the chat has multiple participants, an instant voice bridge is created, and the invitation appears in the chat list for all invited users. Web - initiates a collaboration session in your default Web browser, with video capability as well as the ability for file and screen sharing. The invitation appears in the chat list for all invited users. Voice+Web - initiates a collaboration session with an instant audio bridge. The invitation appears in the chat list for all invited users. All participants in the chat will instantly be notified that a Meet has started, via a meeting invitation in their chat list. Revision:

22 It is not possible to invite new external participants to an already started ad hoc Meet. Participants may leave the Meet while it is still ongoing but the Meet invitation will remain until the initiator has ended the Meet. To join a Voice meeting: Answer the voice call in your Softphone application (one-to-one conference), OR Click the handset icon to connect with the audio bridge (multiple participants). To join a Web or Voice+Web meeting: 1. If the meeting is a Voice+Web meeting, click the handset icon to connect with the audio bridge, OR 2. Click the web browser icon to connect with a web browser, OR 3. Click Joinrom the invitation in your chat list. Collaboration Limitations You will get a different set of limitations on your Collaboration features if you are a normal UC user or if you also have the collaboration license. UC users will have a limit on group chat to 7 participants. Only one-one web meets and with a limit on 10 minutes. UC users with the collaboration license will have no limit on group chat participants, and a limit on 50 participants on a web meet (max 24 hours). UC users with collaboration license will also get access to creating Streams. 10. Loss of connectivity If, for any reason, it is not possible to make a call due to loss of connectivity, a message will notify you of the change. This may occur due to poor reception in the area where you are, or, for instance, be caused by network failures. It may even be intentional, caused by setting your phone to Flight Mode. 11. ACD and Attendant groups You can use this app to log in and log out of your ACD and Attendant groups. Your groups are visible below the ACD Groups tab. To log in or log out of an ACD or Attendant group 1. Select ACD Groups. 2. Select the button next to the group you want to log into or log out from. You can scroll down to see more groups if all are not visible on the screen. 12. ACD Supervisor ACD Supervisors can also control their groups using the app. In the ACD Groups tab you can see the groups you are associated with. For each group you can see the number of calls waiting and the number of free agents from the logged in agents. If you are a member of the group you can also log in and log out of the group. Revision:

23 To view which agents are logged in to a group, tap the group. You can log in and log out each agent connected to that group by tapping on the log in/log out switch. 13. Language Localization Telepo for Mobile iphone app provides language localization for a variety of languages, which allows you to use the app in the language of your choice. The language for Telepo for Mobile iphone app can be changed by changing the language of the mobile phone. This chapter lists the supported languages for iphone app Supported Languages The following languages are supported in the Telepo for Mobile iphone app: Chinese (Simplified) Danish Dutch Dutch (Belgium) English (US) English (UK) Finnish French German Italian Japanese Lithuanian Norwegian (Bokmål) Spanish Swedish 14. Uninstalling The fallback language is English (UK), which is used when localization does not exist for a chosen language. To uninstall the application, press and hold on the app-icon and tap the X. Uninstalling the app does not remove the synced contacts (offline contacts). To remove the synced contacts you must first turn off contact synchronisation then start the application again and give it enough time to remove the contacts and the group it created. Revision: