BroadTouch Business Communicator for PC

Transcription

1 BroadTouch Business Communicator for PC User Guide Release 9 Document Version Washingtonian Boulevard, Suite 350 Gaithersburg, MD Tel

2 BroadTouch Guide Copyright Notice Trademarks Copyright 2011 BroadSoft, Inc. All rights reserved. Any technical documentation that is made available by BroadSoft, Inc. is proprietary and confidential and is considered the copyrighted work of BroadSoft, Inc. This publication is for distribution under BroadSoft non-disclosure agreement only. No part of this publication may be duplicated without the express written permission of BroadSoft, Inc Washingtonian Boulevard, Gaithersburg, MD BroadSoft reserves the right to make changes without prior notice. BroadWorks and BroadWorks Assistant Enterprise, BroadWorks Call Center, BroadWorks Communicator, BroadWorks Receptionist, and BroadWorks Deployment Studio are trademarks of BroadSoft, Inc. Microsoft, MSN, Windows, and the Windows logo are registered trademarks of Microsoft Corporation. Other product names mentioned in this document may be trademarks or registered trademarks of their respective companies and are hereby acknowledged. This document is printed in the United States of America BROADSOFT, INC. PAGE II

3 Document Revision History Release Version Reason for Change Date Author 9 1 Branded document with BroadSoft template. December 10, 2011 Patricia Renaud 9 1 Edited and published document. December 18, 2011 Patricia Renaud 2011 BROADSOFT, INC. PAGE III

4 Table of Contents 1 Summary of Changes Changes for Release 9, Document Version Introduction Sign In Set Up Client Call Settings Service Management BroadWorks Anywhere BroadWorks Remote Office Call Forwarding Do Not Disturb Hide Number Preferences Appearance Security Audio Video Presence Add or Edit a Contact Add a Contact Edit a Contact Filter Contacts Search Enterprise Directory Make a Voice or Video Call Make a Call or Start a Communication Answer a Call Missed Call or Communication Voice Mail Full screen Attended Call Transfer Chat Group Chat Message History Call History Message Waiting Indication Multi-Device Exit Client BROADSOFT, INC. PAGE IV

5 17 Frequently Asked Questions BROADSOFT, INC. PAGE V

6 Table of Figures Figure 1 Main Window... 3 Figure 2 Sign-in Screen... 5 Figure 3 Set Up Client... 6 Figure 4 Call Settings... 7 Figure 5 Call Forwarding... 8 Figure 6 Add a Contact Figure 7 Filter Contacts Filter Field Figure 8 Filter Contacts Drop-down Menu Figure 9 Search Enterprise Directory Figure 13 Voice Call Figure 14 Video Call Figure 15 Transfer Call Search for Contact Figure 16 Transferred Call Figure 17 Initiate a Chat Figure 18 Chat Figure 19 Group Chat Figure 20 Configure Chat Room Figure 10 Messages Figure 11 Call History BROADSOFT, INC. PAGE 1

7 1 Summary of Changes This section describes the changes to this document for each release and document version. 1.1 Changes for Release 9, Document Version 1 This version of the document includes the following changes: Rebranded document using the BroadSoft document template BROADSOFT, INC. PAGE 2

8 2 Introduction This guide describes the features for the BroadTouch Business Communicator PC client and explains how to use them. The following figure shows the main window and the following table lists the icons and describes what you can do with them. Figure 1 Main Window Icon What you can do with it Use this icon to make a voice call anywhere in the client. The icon is always specific to a certain contact so by pressing this icon you call the contact you have chosen or are already in communication with. You can also downgrade an active video call to a voice call by pressing this icon BROADSOFT, INC. PAGE 3

9 Icon What you can do with it Use this icon to make a video call anywhere in the client. The icon is always specific to a certain contact so by pressing this icon you call the contact you have chosen or are already in communication with. You can also upgrade an active voice call to a video call by pressing this icon. This icon initiates a chat with the chosen contact. You can initiate a chat at any point with another contact that is online. If the other contact is not online the chat message fails and the system advises you. With these four buttons you can re-size the client. The first button (from the left) minimizes the client to the system tray, the second one maximizes it to fit the whole window, the third one restores the screen from full screen and the fourth one closes the client (depending on your preferences either exits the client or just minimizes it to background). This icon can be found for each contact and clicking this icon opens a menu from which you can chose different a type of communication or actions for this particular contact. The add contact icon is located in the main view next to the search field. Pressing this icon opens a dialog where you are asked to add a contact. The conference icon is next to the add contact icon. Pressing the conference icon shows a drop-down list from where you can choose different ways of conferencing (that is, a group chat, call, or video call). The call settings icon can be found in your own information next to the presence information. From the call settings dialog you can manage all actions regarding incoming and outgoing calls. The missed call icon is located next to the call settings icon. This icon appears only when you have some missed a communication. Pressing this opens the Call History tab where you can see who called you BROADSOFT, INC. PAGE 4

10 3 Sign In Once the client has been started, the Sign in screen appear. Note that the Sign in screen may different depending on which configuration your service provider has set for presence. The following procedure shows the RCS version. 1) If you are signing in for the first time, you need to enter your Username. However, on subsequent logins you can select your Username from the drop-down list. 2) Enter your password. 3) If you want the client to save your password, check the Remember password check box. Note that you can also change this later in the Preferences. 4) If you want the client to sign in automatically, check the Sign in automatically check box. Note that you can also change later this in the Preferences 5) Click Sign in. The contact list appears. Note that you can open the help document by clicking on the link on the Login page. The same document is also available in the main window from the Main menu. Figure 2 Sign-in Screen 2011 BROADSOFT, INC. PAGE 5

11 4 Set Up Client Your personal information appears at the top of the client. From this location, you can change your avatar, presence status, mood, personal message, and favourite web site. Figure 3 Set Up Client Your avatar is the picture that represents you in your friends contact lists and communication windows. You can select any image from your hard drive to be used as your avatar. Double-click on the avatar image to browse for a new image or simply drag and drop a new image on top of the old one to replace it. Presence means that your friends are able to see whether you are available and willing to communicate, for example, I'm busy or I'm available. Presence gives enhanced information about your state, means, and mood. In the same way your friends can permit you to see the same type of information about them. You can enter a status message into the speech bubble next to your avatar image. This status text is shown after your name in your friends contact lists. Below the free text, you can enter a web link that is shown in your friends contact list for easy access to the site you are recommending BROADSOFT, INC. PAGE 6

12 5 Call Settings 5.1 Service Management The client supports the following service management features allowing supplementary services to be managed using the native client preferences window: BroadWorks Anywhere BroadWorks Remote Office Call Forwarding Do Not Disturb Hide number (CLIP/CLIR) Figure 4 Call Settings BroadWorks Anywhere BroadWorks Anywhere allows service providers to offer fixed-mobile convergence (FMC) services today without additional equipment. BroadWorks Anywhere simplifies communications for on-the-go and remote users by extending the features of a desk phone to any other fixed or mobile device, regardless of network or handset manufacturer. Callers dial one number and can reach you on any phone the user chooses: a desk phone, cell phone, and/or a soft phone can ring simultaneously. You can enjoy voice-call continuity with the ability to move live calls from one device to another without hanging up BROADSOFT, INC. PAGE 7

13 5.1.2 BroadWorks Remote Office This is not applicable Call Forwarding You can enter a number to forward your calls to. Figure 5 Call Forwarding Do Not Disturb When you activate this service, all communication is blocked by the server Hide Number You can hide or display your number when calling or communicating with other parties or contacts. To hide your number, set to Enable and to show your number, set to Disable BROADSOFT, INC. PAGE 8

14 5.2 Preferences You can access the Preferences through the main menu of the client. Preferences are used to maintain your own user profile and there are four tabs: Appearance, Security, Audio, and Video Appearance Select your language and then press OK or Apply and the change takes effect immediately. Note that the number of languages depends on your service provider. Themes Select a graphical theme to be used in all windows of the program and then press OK or Apply and the change takes effect immediately. Note that the number of themes depends on your service provider. Sound Events You can select which events cause a notification sound. To disable the sound, uncheck the check box. Select a sound event and then click Play to hear the sound. Remember My User Name If checked, the client remembers your user name so that you do not have to enter it manually each time you log in. Minimize to system tray when closing When you close the program by clicking the X-button in the top right corner, the program does not exit but is only minimized to the system tray. Uncheck this box to make the program exit instead. Messages Choose if you want pressing Enter to send a message or insert a line break (carriage return). If you choose to send the message by pressing Enter you can insert a line break by pressing Shift+Enter. Render smileys graphically in chat sessions when encountered If this check box is selected, the smileys you enter in a chat are rendered graphically (that is, shown as image). If the check box is left unselected, smileys are presented using characters. Confirmations Usually there is a confirmation pop-up notification each time you delete a contact, message, or call history record. By selecting one or all of the check boxes you disable the confirmations when deleting information. Ring Signal Select the ring signal that is played when you have an incoming call. The same signal is used for both voice and video calls BROADSOFT, INC. PAGE 9

15 5.2.2 Security Audio Video The Security tab contains the user name and password for the account. Credentials Removing the account removes the credentials (user name and password) for that account; whereas resetting the password removes the saved password for that account. The change takes effect at the next login, when you are asked to enter the credentials again. You can choose to use a headset, PC-integrated speakers, or external loudspeakers for audio output. Your external playback device is selected by default (if you have one connected). Recording Device You can choose to use a headset microphone, PC-integrated microphone, or external microphone for voice during calls. Your external recording device is selected by default (if you have one connected). Use Silence Suppression Checking this option saves bandwidth and can be helpful if you have a slow network connection. I am only using headphones Check this if you only use headphones, and not external speakers or a microphone. The echo cancellation is turned off. You can select a camera that you want to use for video calls. Your external web cam is selected by default (if you have one connected). Video Quality Profiles (Resolutions) Select one of the available resolutions; note, however, that higher resolution requires more bandwidth BROADSOFT, INC. PAGE 10

16 6 Presence For each contact you have subscribed to, you can see their presence. Respectively, your contacts see your presence in their contact list. Presence means that your friends are able to see whether you are available and willing to communicate, for example, I'm busy or I'm available. Presence gives enhanced information about your state, location, means, and mood. In the same way, your friends can permit you to see the same type of information about them. Icon What does it mean The green presence icon indicates that the user is online and ready for communication. The light green presence icon indicates that the user is online and eager to chat. The yellow presence icon indicates that the user is online but has been idle or away from their computer for more than 10 minutes. The orange presence indicates that the user s presence status is Extended Away. The red presence icon indicates that the user is busy and does not want to be disturbed. The grey presence icon indicates that the user is offline and the only available contact method is calling or chatting. The question mark indicates that a subscription is pending and the contact has not yet approved sharing their presence BROADSOFT, INC. PAGE 11

17 7 Add or Edit a Contact 7.1 Add a Contact When you sign in for the first time, there are no contacts on your contact list. You can add a new contact at any time by selecting the Add Contact item from the menu or choose the Add Contact button from the Main window. Figure 6 Add a Contact In the Add Contact dialog, enter the contact s information and then click add contact. By default, your presence information is always shared with a new contact if an Extensible Messaging and Presence Protocol (XMPP) address is provided. However, you can always share your presence information at a later time by selecting subscribe on the menu for that contact in contact list (right-click on the contact or arrow button). Note that the contact has to accept your subscription request in order for you to successfully establish the presence relationship. The newly added contact appears in your contact list BROADSOFT, INC. PAGE 12

18 7.2 Edit a Contact To edit a contact, you need to select the contact first. After you have selected the contact, you right-click anywhere in the area of the selected contact and a menu of options appears. Unsubscribe removes the presence relationship between yourself and that contact. This means you do not see the contact s presence information and your contact does not see yours. Select subscribe to re-establish the presence relationship again. An unsubscribed contact remains in the contact list and is always shown as offline. Block restricts the person from seeing your presence status. They do not know you have blocked them and you are still able to receive the contact s presence information. Delete removes the contact from your contact list. Rename allows you to enter a new display name for the contact. Contact information opens the Contact Information dialog where you can add, edit, or remove information BROADSOFT, INC. PAGE 13

19 8 Filter Contacts You can filter contacts in two different ways: Use the filter field to search by contact name as shown in the following figure. The contact list is filtered in real time as you type. Or, use the filter drop-down menu (found above the contact list) to display only specific types of contacts as shown in Figure 8 Filter Contacts Drop-down Menu. Figure 7 Filter Contacts Filter Field 2011 BROADSOFT, INC. PAGE 14

20 Figure 8 Filter Contacts Drop-down Menu 2011 BROADSOFT, INC. PAGE 15

21 9 Search Enterprise Directory The client supports an enterprise directory search of the enterprise directory. This takes place in the same search field that is used for both a local and an XMPP contact list search. The client automatically searches the local contacts and XMPP contact list, as well as the enterprise directory at the same time. As soon as there are results from the enterprise directory, those are shown in a separate list in the Main window, as shown in the following figure. Figure 9 Search Enterprise Directory 2011 BROADSOFT, INC. PAGE 16

22 Search results are displayed differently depending on the results of the contact list and directory search: If there are contacts in local list, then the company directory is collapsed into a single line. If there are no contacts in local list, then the company directory is partially visible and you also see the message Contact is not in your contacts list. If there are contacts in local list, but you have expanded the company directory, then only directory results are shown BROADSOFT, INC. PAGE 17

23 10 Make a Voice or Video Call The following figures show an example of a voice call and a video call. Figure 10 Voice Call Figure 11 Video Call 2011 BROADSOFT, INC. PAGE 18

24 The following table describes the icons and what you can do with them for voice and video calls. Icon What you can do Use this icon to toggle the Call Options menu. In the Call menu, you can find different actions to use for a call depending on your settings and your service provider. Pressing this icon in the call options menu blocks your own video feed. This is notified to the other party. The screen is white as long as the video is blocked. Pressing this icon blocks the incoming video feed. This action is not notified to the other party. The screen is white as long as the video is blocked. You can call using the dialpad at any time during the call (for example, to insert a conference number). The dial pad is movable and can be dragged around the video call screen to a location you set. The Hold button holds the entire call. Note that if you hold the call, the other party cannot un-hold. This freezes a video call to the last frame of the video feed. In both voice and video calls, this is communicated to all parties by a notification appearing in the middle of the screen. Pressing the red phone icon ends the call and closes the active call window. You can mute your microphone by pressing the mute icon. The second party is notified. You can toggle the volume bar to adjust the volume. Dragging it all the way to the left mutes your speakers. This is shown by a small red cross in front of the volume bar Make a Call or Start a Communication To start a communication, select a contact in your contact list and click the desired communication button. To communicate with someone who is not on your contact list, type a phone number (or SIP address) in the filter field at the bottom of the client window. Then click the phone button next to the field and choose another communication method Answer a Call When someone is calling you, you see a pop-up notification in the bottom right corner of your screen. You can choose to answer, silence, or reject the call. If you silence the call, the ring tone is silenced but the caller does not see anything on their end. You can answer or reject the call after silencing it BROADSOFT, INC. PAGE 19

25 If you reject the call, it causes the line to sound busy at the caller s end and they know that you rejected the call. When someone is calling you with video, you see the same pop-up notification in the bottom right corner of the screen, but the options are answer, answer as voice only, silence, or reject. If you decide to answer with voice only, the call is voice only Missed Call or Communication 10.4 Full screen When you have one or more missed calls or other types of communications, there is a notification on the right side of the main window. Clicking the icon takes you to the missed communication in the Call History tab. Full screen mode can be activated by clicking the full screen button or by doubleclicking anywhere on a video. Exiting full screen mode is done by pressing the Esc key or the window button. Exiting full screen makes the video call go back to its original state (even if there was re-sizing of the window previously before going full screen). In a full size window, you can see a similar options menu at the top. It has the same functionality as in normal view. When the user moves the mouse, the top bar and lower communication buttons appear on top of the video Attended Call Transfer After accepting a call, you can transfer the call to a third party, (note that both blind and attended transfers are supported in the same user interface). The call transfer feature allows transferring the call to a third person based on a contact list search. The contact to transfer to can be selected to allow the call handler to choose from two options; to transfer immediately or to check with the third party if they are available to take the call. The call handler is able to handle both calls at the same time. The other call is automatically put on hold when the other is taken BROADSOFT, INC. PAGE 20

26 Figure 12 Transfer Call Search for Contact When the second call is ended, the user is presented with two buttons where they can either transfer the call immediately or search for a new contact to transfer to. There is also the possibility to put a reminder so that the client pops up the call window in n amount of minutes, if activated. Figure 13 Transferred Call 2011 BROADSOFT, INC. PAGE 21

27 11 Chat When you initiate a chat, the chat window opens. Chatting with a contact is possible only when you are both online. If your contact initiates a chat, you see a pop-up notification in the bottom right corner of the screen. If you close the chat window and open it again, sent chat messages are shown in the window as chat history. Figure 14 Initiate a Chat In the chat, you can send smileys and text. Also, depending on your preferences, you can either set a line break or send your messages when you press Enter BROADSOFT, INC. PAGE 22

28 Figure 15 Chat 11.1 Group Chat You can start a group chat through the menu in the main window or through the conferencing button in the Contacts view. You can select the chat room you want to join or you can create a new chat room. More people can be added later in the chat BROADSOFT, INC. PAGE 23

29 Figure 16 Group Chat To configure the room, so you enter a name and then press OK. Note that entering a Subject for a group chat is not mandatory. The subject is shown to the invited contacts when they receive the group chat invitation. Figure 17 Configure Chat Room A group chat works the same way as a one-to-one chat. All messages from everybody are sent to everyone else. All contacts need to be online to be able to participate in a group chat. If you invite an offline contact to the chat, the invitation does not reach the contact. This does not affect the group chat in any way BROADSOFT, INC. PAGE 24

30 A group chat history is saved and it is available to view later in the Messages tab of the main window BROADSOFT, INC. PAGE 25

31 12 Message History The second tab in the Main window displays your messaging history. Double-clicking a conversation in the list opens it in a new window. You can filter messages by using the filter drop-down menu (found above the message list) to display only specific types of messages. Figure 18 Messages 2011 BROADSOFT, INC. PAGE 26

32 13 Call History The client saves a call history for placed, received, and missed calls. The call history makes it easy for you to redial and call back when you have missed a call or you want to easily dial a contact who you have recently spoken with. To communicate with a contact, click the context menu button for the session and choose chat or call from the menu. You can also double-click on a name on the list to call back directly (this calls back the same way you previously spoke, for example, if you were in a video call, double-clicking starts a new video call). Figure 19 Call History 2011 BROADSOFT, INC. PAGE 27

33 14 Message Waiting Indication The Message Waiting Indication (MWI) service allows a user to receive a notification for a waiting voice mail or video mail. By clicking on the message icon in the upper righthand corner of the main window, the client calls the predefined mailbox number to allow the user to listen to the voice mail or view the video mail. Missed calls are indicated by an icon in the main window. Missed video and audio calls are indicated with a different icon, and also the MWI icon is in the same place for indicating new voice mail BROADSOFT, INC. PAGE 28

34 15 Multi-Device BroadTouch Business Communicator provides support for users with multiple devices, following the Extensible Messaging and Presence Protocol (XMPP) specifications. This is comprised of several features: Chat invitations sent to the user are received in the highest priority online client. Before the session is accepted, the messages are sent to all devices and once answered the chat messages go to the device that has sent a reply message. Retrieving one s own presence notifications when another client updates user s presence. The client updates its own status based on the information it receives from the server. Accepting a sharing presence invitation in one client is also recognized by another client and both clients start receiving presence updates. A new presence subscription made in one client is recognized in another. If the contact blocks the invitation, there are presence notifications from the server to all of the user s clients indicating that the subscription was terminated and this information is shown to the user. If the client receives two presence authorization requests from two or more devices of the same user, it only shows one request to the user. Removing a contact from the contact list in one device is recognized in another client and the contact list is updated (that is, the contact is removed) in the other client as well. If a user has many devices, each device can have a different status when shown to the user. However, watchers in the contact list always see the updates in priority order as follows: Busy Chatty Online Away Extended away Offline This means, for example, if one client publishes a Busy status and another client publishes something else, watchers see the user as Busy BROADSOFT, INC. PAGE 29

35 16 Exit Client You can sign out using the Menu found at the top of the main window. When you sign out, your contact list is closed and the Sign in window reappears. You can then sign in again using a different user name or close the client. You can exit and close the client directly using the Menu. When you close the main window by clicking the X button in the top right corner, the client does not exit but is minimized to the system tray. This allows you to still receive calls and messages without having the window open on the desktop and task bar BROADSOFT, INC. PAGE 30

36 17 System Requirements System requirements are as follows: Operating system: Linux, Mac OS 10.5 Leopard, Mac OS 10.6 Snow Leopard, Mac OS 10.7 Lion, Windows XP, Vista, or Windows 7. The installation footprint is 100 MB. For voice calls, a sound card, speakers, and a microphone or a headset are required. For video calls, a web cam is required. A minimum 512 MB RAM is required, however, 1 GB is recommended. Pentium 3 or higher with a minimum 800 MHz, however, 1.5 GHz is recommended BROADSOFT, INC. PAGE 31

37 18 Frequently Asked Questions This section lists frequently asked questions (FAQs) and provides solutions. How do I troubleshoot issues? Issues are sent to the Technical Assistance Center (TAC) by your service provider according to the usual BroadSoft support procedures. For this, your service provider must have a support and maintenance contract in place. Can the client be branded? Yes, the BroadTouch Business Communicator is can be branded. For more information, contact your Account Manager. What is the target market? This solution applies to all markets and all company sizes, however, there is further BroadWorks integration required. Can this be used for residential users? Yes. However, enabling or disabling features would fall under a separate customization project. Where can I get help? There is a help file included with the client, available from the main window main menu or in the login window. Do I need to provide a domain with my user name? It is not necessary. However, if you want to specify your domain, you need to enter it in the Login window. If you do not provide a domain, the default domain is used. How do I dial a number? You can dial a number in the combined search and quick dial field. Once you type your numbers, the client searches for contacts in both the local contact list, as well as in the enterprise directory. What does the enterprise directory search look for? It searches for the first name and last name, by default it waits for 1.5 seconds after it sends the search request to the server to minimize load on the server. What data is imported from enterprise directory search? Typically, there are phone numbers and first names, as well as last names available. In addition, the XMPP address and other fields are imported when found. Why is the search result view sometimes different? The search view depends on the following factors: If there are contacts in local list, then the company directory is collapsed into a single line. If there are no contacts in local list, then the company directory is partially visible, and you also see the message, Contact is not in your contacts list BROADSOFT, INC. PAGE 32

38 If there are contacts in local list and you have expanded the company directory, then only the directory results are shown. Can I chat with contacts from other domains? Yes, however, XMPP chat and presence are by default specified in the configuration and you need to have a separate XMPP account on another server, such as BroadCloud. BroadCloud also supports Google federation. Can I call PSTN numbers? This depends on the network you are using, there is no technical limitation. Is the avatar real time? The avatar in this version is not completely in real time, the avatars are retrieved at login, when the contact is added, and when the contacts come online. An enhanced avatar is planned as part of the roadmap for a future release. Can I have web links or copy and paste into a chat window? These are not currently supported; however, this will be added as part of the roadmap in a future release. How do I change the avatar? Double-click on the avatar and a file explorer view opens. My client s status bar says Limited connectivity presence and chat unavailable, what does this mean? It means that the XMPP connectivity has been lost for chat, as well as for presence, however, you can still make calls. You should contact your XMPP service provider. What happens when I lose my network connection? The client logs out. However, you can enable the auto-login feature and a network error pop-up notification appears before the client logs out. What kind of video resolutions can I have? You can choose your video resolution from Preferences and the Video tab. Your selection is used by default for future video calls. Can I change my user name and password? This is only supported in non-device Management (DM) versions. You need to change the user name and password outside of the client (or delete them via the client), and once that is done, you can enter the new SIP credentials in the Login window and provide the Xsi and XMPP credentials in their respective pop-up dialogs. The client supports deleting SIP, XMPP, and Xsi credentials. How do I delete a chat room? Go to the chat room configuration and remove the permanent check box for the room. Is SCA supported? Yes, shared call appearance (SCA) is supported in the client; however, server support depends on your network environment BROADSOFT, INC. PAGE 33

39 Is Outlook search supported? This is planned for a future release. Are chat messages saved? Only chat room messages are stored on the server. Chat messages are only saved locally. Can I change the XMPP address of a contact? Not in this release. However, you can add a new contact with the same phone number and then merge the two contacts BROADSOFT, INC. PAGE 34