TANGO MOBILE COMMUNICATOR APP GUIDE FOR IPHONE USERS App Release Version 1.0 July 2014 Tango Networks, Inc. phone: +1 469-229-6000 3801 Parkwood Blvd, Suite 500 fax: +1 469-467-9840 Frisco, Texas 75034 USA www.tango-networks.com
2004-2014 Tango Networks, Inc. This software is protected by copyright law and international treaties, and is the confidential and proprietary information of Tango Networks, Inc. Unauthorized reproduction, use, or distribution of this software, or any portion of it, may result in severe civil and criminal penalties, and will be prosecuted to the maximum extent possible under the law. The software described in this document is furnished under license agreement and may only be used in accordance with the terms of the agreement. Tango Networks is a trademark of Tango Networks, Inc. All other trademarks used herein are the property of their respective owners and are used for identification purposes only. 2004-2014 Tango Networks, Inc. Tango Networks is a trademark or registered trademark of Tango Networks, Inc. All other trademarks or service marks are the property of their respective owners. Specifications and features are subject to change without notice. July 2014 CONFIDENTIAL Page 2 of 26
TABLE OF CONTENTS DOCUMENT OVERVIEW... 4 INTENDED AUDIENCE... 4 CONFIGURATION TYPES... 4 Carrier... 4 Non-Carrier... 4 LICENSE KEY & PROVISIONING REQUIREMENTS... 5 APP SETTINGS IN ACCELERATOR PROVISIONING GUIDE... 5 WORKFLOW... 6 GETTING STARTED... 7 DOWNLOAD THE TANGO NETWORKS MOBILE COMMUNICATOR APP... 7 CONFIGURE THE MOBILE COMMUNICATOR APP... 8 NAVIGATE THE MOBILE COMMUNICATOR... 9 MAKING CALLS... 10 CALL OPTIONS SCREEN...10 VOIP...11 Using VoIP...11 Call Move (Mobile to Desk) - VoIP...13 Call Move (Desk to Mobile) - VoIP...13 DATADIAL...14 Using DataDial...14 2 STAGE DIALING...15 Using 2 Stage Dialing...15 VOICEMAIL RETRIEVAL...16 Retrieving Voicemail...16 Non-Carrier - Configure Voicemail for Message Retrieval...16 Non-Carrier - Voicemail Retrieval...17 ADDITIONAL FUNCTIONALITY... 18 CUSTOMIZING THE USER INTERFACE...18 USING CORPORATE DIRECTORY...19 CONTROL MOBILE POLICY...20 USING BUSINESS MESSAGING SERVICE...21 Retrieving Messages...21 EXAMPLE USE CASE... 23 CARRIER END-USER...23 NON-CARRIER END-USER...24 SENDING FEEDBACK OR REPORTING ISSUES... 25 July 2014 CONFIDENTIAL Page 3 of 26
Document Overview Intended Audience This guide is intended for those IT or System administrators that will maintain the Tango Accelerator system and it s IPhone users that use the Tango Networks Mobile Communicator app within the Tango Mobile UC services. Configuration Types This document comprises 2 types of app configurations Carrier and Non- Carrier. It is important to understand which type of configuration you are using: Carrier Carrier: This type of configuration is where the user s mobile carrier is integrated with the Tango Accelerator for Mobile UC services. Non-Carrier Non-Carrier (also known as App-enabled Mobile UC): This is where the mobile carrier is not integrated with the Tango Accelerator. Although the end-user has mobile phone service, the carrier that they have is not integrated with the Accelerator. This type of configuration can still access Accelerator Mobile UC services even without the carrier. Both of these configurations types can use all the Call Options are listed below. Call Options refers to the methods used to set up a voice call, as well as the Call Options menu items within the App. The use of the individual Call Options is what differentiates Carrier from Non-Carrier. These differences are discussed in detail in each of the Making Calls sections. VoIP DataDial 2 Stage Dialing July 2014 CONFIDENTIAL Page 4 of 26
License Key & Provisioning Requirements The license key requirements for the Tango Networks Mobile Communicator app consist of the following areas: (see the License Key Description document for detailed descriptions of each of these license keys.) Mobile App Standard or Enhanced All app users must have either the Standard or Enhanced version assigned to their service profile. Mobile UC Voice Standard or Enhanced All app users must have either the Standard or Enhanced version assigned to their service profile. For specific features, the following keys are needed: Corporate Directory feature requires the Large Enterprise Bundle assigned to the Accelerator system as a whole. VoIP access requires the Mobile App Enhanced key assigned to the subscriber s service profile. 2 Stage Dialing requires at least the Mobile App Standard license key assigned to the subscriber s service profile. This feature requires the Accelerator admin to provision an Originating Access Number as described in the Accelerator Provisioning Guide, Access Numbers Provisioning, Service Access Numbers, Originating Access Numbers section. Enterprise Voicemail requires the Mobile UC Standard key assigned to the subscriber s service profile. For Carrier end-users, the Accelerator admin must provision a voicemail server as described in the Accelerator Provisioning Guide, Voice Network Menu, Voice Mail Menu section. For non-carrier end-users, the admin must provision a Voicemail Direct Access Number as described in the Accelerator Provisioning Guide, Services Menu, Access Numbers Provisioning, Service Access Numbers, Voicemail Direct Access Numbers section. Mobile Assistant requires at least the Mobile UC Standard or Enhanced key assigned to the subscriber s service profile. Modify Mobile Policy (outside of app) - To enable end-user access to create/modify their mobile policies (outside of the app), the admin must enable End-User Mobile Policy in the subscriber s service profile. This subscriber profile option is made available by either the Mobile UC Standard/Enhanced or the Mobile App Standard/Enhanced license keys. App Settings in Accelerator Provisioning Guide As the Accelerator admin, see the Accelerator Provisioning Guide, Tango App Settings section to define the app s Mobile Assistant/Corporate Directory address as well as the client Registration and Call Processing address. July 2014 CONFIDENTIAL Page 5 of 26
Workflow The workflow for the Mobile Communicator app consists of these sections: Getting Started (pg. 7) - This section discusses the setup and use of the Tango Networks Mobile Communicator app. o Download the Tango Networks Mobile Communicator App (pg. 7) o Configure the Mobile Communicator App (pg. 8) o Navigate the Mobile Communicator (pg. 9) Making Calls (pg. 10) o o o VoIP (pg. 11) VoIP is a call option that allows you to connect to the Accelerator via a WiFi connection or cellular data connection, depending on the option you select. In-Call options are available when in the VoIP mode. These options include Hold, Call Move, and Transfer to a number. DataDial (pg. 14) - DataDial is a call option that uses both the cellular data or WiFi and cellular voice networks to access Mobile UC services. The app uses the cellular data network to retrieve a pilotdn number for the Tango Accelerator. The app then dials the call-in number using the cellular voice network and connects to the Tango Accelerator providing Mobile UC services. 2 Stage Dialing (pg. 15) - 2 Stage Dialing is a call option that uses the cellular voice network to place a call to an access number for the Tango Accelerator. Once connected, the end-user hears a brief tone indicating that the access number has connected, then the call routes according to the Mobile UC features on the Accelerator. Voicemail Retrieval (pg. 16) For Carrier end-users retrieving voicemail consists of holding down the 1 key and waiting for the Accelerator provisioned voicemail server to answer. For non-carrier end-users this section discusses the ability to select either their carrier or their enterprise-based voicemail system. Additional Functionality (pg. 18) - Discusses various ways to customize the user interface (optional). This section also includes these services: o Corporate Directory o Mobile Policy o Business Messaging How to Send Feedback or Report Issues (pg. 23) This section discusses how app-related feedback can be sent to Tango Networks. July 2014 CONFIDENTIAL Page 6 of 26
Getting Started Download the Tango Networks Mobile Communicator App Figure 1 App Store Important to Undertand: Download of the app to multiple devices for the same user is not supported. Figure 2 App Store Search July 2014 CONFIDENTIAL Page 7 of 26
Note: For information related to the supported ios software versions, consult the App Store Updates to the app may be applied automatically when connected to a data network or may require you to go to the App Store to download. How updates are handled is determined by your App Store settings on your mobile device. Configure the Mobile Communicator App Click the Tango Networks Mobile Communicator app icon. At first launch, the app detects that the Account Settings are not correct. Click the Settings icon. Figure 3 Initial Configuration Configure the Mobile Number, Password, and Server Address (supplied by the Accelerator admin). July 2014 CONFIDENTIAL Page 8 of 26
Navigate the Mobile Communicator Once the Tango Networks Mobile Communicator app has been installed and configured, the applicable menu options will be visible and you are ready to start using the app. Some features and functionality of the app require specific Accelerator licenses and are part of the subscriber s Service Profile, such as: Business Messaging, and Mobile Policy control. This drives which of the icons in the figure below are visible on your device. If you are unable to access a particular feature or toggle a particular field, check that you are configured with the appropriate liceneses. Figure 4 App Icons July 2014 CONFIDENTIAL Page 9 of 26
Making Calls Call Options screen The Call options screen has one difference between the Carrier and non- Carrier end-users. The Voice Mail Mode option is available to non-carrier users and is discussed on page 16. For carrier users this option is not visible. Figure 5 Call Options Menu Below is a list of the possible calling options (connection methods) and the order that the Tango Networks Mobile Communicator app evaluates them. Call Option Connection Method Type of Traffic VOIP Wifi Data Voice & Signaling Voice & Signaling DataDial Cellular Voice Data Signaling 2 Stage Dialing Cellular Voice & Signaling July 2014 CONFIDENTIAL Page 10 of 26
VoIP VoIP, available to only users with a Enhanced Mobile App License, is a call option that allows you to connect to the Tango Mobile UC service via a WiFi connection or cellular data network, depending on the option you select. The VoIP access icon it will say Enabled and will be illuminated when the VoIP call option is activated. VoIP is defaulted to Off, upon registration. With VoIP, there are a few considerations such as voice quality and cost that you may want to take into account. As with any WiFi network, it is a best effort service. Note: To deliver WiFi that provides VoIP service with the quality performance and availability, it is critical to follow some best practices and use the best WLAN technology available for voice deployments. When using WiFi, one of the primary considerations that determine the voice quality provided over the WiFi network is proper configuration of your WiFi Access Point(WAP) equipment. You must not only verify that your equipmnet is configured properly but you also must consider proper location, antenae setting, etc to ensure good Voice Quality across your WiFi netowrk. Desgin Principles for Voice over WLAN, a whitepaper 1 published by Cisco, may be a useful guide to reference, as well. Tango Networks is not advocating one WAP vendor over another, but merely citing a useful source included in our research. Using VoIP Carrier & Non-Carrier The VoIP call option functions the same for both Carrier and Non-Carrier end-users. Enable the VoIP for calls setting followed by the connection type of WiFi and/or Cellular Data. Pressing Call will dial the call using the rules (policies) that have been defined for the subscriber. Pressing and holding (long press) displays a pop-up asking whether the call should be considered Personal or Business. The Personal option displays your mobile number as the Calling Line ID and sends the call out the cellular network, whereas the Business option displays your enterprise number and continues the call using the VoIP option selected at the start of the call. Note: If using WiFi, ensure that WiFi is turned on for the mobile device. 1 Design Principles for Voice over WLAN published by Cisco Systems Inc. July 2014 CONFIDENTIAL Page 11 of 26
Figure 6 VoIP Steps July 2014 CONFIDENTIAL Page 12 of 26
Call Move (Mobile to Desk) - VoIP If the app is in VoIP mode, you can move an active call from your mobile phone to your enterprise desk phone, by following these steps: Figure 7 Call Move Steps Call Move (Desk to Mobile) - VoIP When the app is in VoIP mode, the ability to move calls from the desk to the mobile is dependent on capability of the PBX to perform these types of moves. The type of license you subscribe to also determines whether or you can move the call. The Tango Mobile UC services allow you to pull (move) the call from your enterprise desk to your mobile through your app. When available, to perform these moves, follow the steps below: 1. When you are involved in an active two-party call on your desk phone, from the app dialer enter the Call Move activation code that is provisioned on the Accelerator for a given PBX. July 2014 CONFIDENTIAL Page 13 of 26
DataDial DataDial is a call option that uses both the cellular data and cellular voice networks to access Mobile UC services. The app uses the cellular data network to retrieve a call-in number for the Tango Accelerator. The app then dials the call-in number using the cellular voice network and connects to the Tango Accelerator providing Mobile UC services. Using DataDial Carrier DataDial is a call option that is typically used when access to Mobile UC features is not accessible by using either VoIP or traditional carrier triggering. Because the call is completed using the cellular voice network, DataDial provides the same voice quality as traditional Mobile UC. Non-Carrier Since non-carrier end-users cannot natively trigger Mobile UC through their carrier, the DataDial call option is preferred when VoIP is not available and/or when you want higher voice quality. Once the app registers, DataDial is defaulted to On. Figure 8 DataDial Steps July 2014 CONFIDENTIAL Page 14 of 26
2 Stage Dialing 2 Stage Dialing is a call option that uses the cellular voice network to place a call to an access number for the Tango Accelerator. Once connected, the end-user hears a brief tone indicating that the access number has connected, then the call routes according to the Mobile UC features on the Accelerator. 2 Stage Dialing Pause Count (optional setting on Call Options screen) With certain ios devices in certain networks you may experience an issue with properly detecting an answer from the Tango Mobile UC Accelerator. In these cases, you may need to activate this counter allowing you to determine how long the phone waits to send the digits after the call is connected to the access number. Time is determined by the number of pauses (a pause is 2 seconds). This should not be set to more than 3 pauses (a 6 second pause). Using 2 Stage Dialing Carrier 2 Stage Dialing can be used when you are unable to natively trigger Mobile UC services through the carrier or when your cellular data connection is not available. Non-Carrier - 2 Stage Dialing is similar to the DataDial option but without the need for a cellular data connection. Once the app registers, 2 Figure 9 Two Stage Dialing Steps July 2014 CONFIDENTIAL Page 15 of 26
Voicemail Retrieval Through the use of your app, you have the ability to call voicemail with the touch of a button as you do today. Retrieving Voicemail Carrier For Carrier end-users retrieving voicemail is as easy as holding down the number 1 key. The call is routed to the voicemail server as provisioned on the Accelerator. No other configuration is required. Non-Carrier Non-Carrier end-users have the ability to select which voicemail system they want to access either their carrier voicemail or their enterprise voicemail. Through the app they can determine on a callby-call basis or through a configurable preset option which voicemail is accessed. Non-Carrier - Configure Voicemail for Message Retrieval 1. Select Settings/Call Options menu 2. Select Voice Mail Mode from the Call options menu. Figure 10 shows the options of the Voice Mail Mode menu Figure 10 Voice Mail Mode Menu 3. Select from one of the following options according to your preference: Prompt on each call (per call selection) Always use Personal (carrier voicemail) Always use Business (enterprise voicemail) July 2014 CONFIDENTIAL Page 16 of 26
Note: The Voicemail Access number will reflect the number that corresponds to the voicemail service that the mobile user subscribes to. Non-Carrier - Voicemail Retrieval To retrieve your messages, use the following steps: Figure 11 Voicemail Personal/Business Pop-up July 2014 CONFIDENTIAL Page 17 of 26
Additional Functionality Customizing the User Interface The Tango Networks Mobile Communicator app allows you to configure when the app starts up, screen rotation, as well as what happens when you use the dial pad on the phone versus the dialer in the app. The default settings in Figure 12 are mostly self explanatory. There are 2 settings, however, that may be of interest to the end-user. Start at boot: This option will start the app automatically upon booting/rebooting the ios device. The default datafil is On. Background mode: This option will keep the app registered and running in the background if set to On. The default datafil is On. Animations: This option will give a playful bounce to notification message related to missed calls (found under History), and missed messages(found under Messages). For example 3 missed calls will not show the number 3 to the side of the History tab, the number will bounce up and down to draw your attention to the missed call history. Figure 12 User Interface Menu July 2014 CONFIDENTIAL Page 18 of 26
Using Corporate Directory The Corporate Directory function accesses the enterprise LDAP from within the Tango Networks Mobile Communicator app. Figure 13 Corporate Directory Search Results July 2014 CONFIDENTIAL Page 19 of 26
Control Mobile Policy Mobile Policy Profiles allow the end-user to make an already defined policy profile as the active profile. Note: To edit end-user mobile policies, access the Mobile Assistant web portal as discussed in the Mobile Assistant section of the Accelerator End-User Guide. Figure 14 Mobile Policy screen July 2014 CONFIDENTIAL Page 20 of 26
Using Business Messaging Service If your license key permits, you may have access to Business Messaging. Tango Networks Business Messaging Service provides enterprise grade messaging connected to your employees existing office numbers (DIDs). With full interoperability with the global SMS network, employees are able to exchange messages with any public mobile number in addition to internal colleagues. By enabling employees to use their office number for business messages, customers are not exposed to the employee s personal mobile number, an important consideration if that employee ends up leaving the company. For regulated environments, Tango Networks Business Messaging service allows the contents and metadata of each message to be stored and made available on demand. Business Messaging Service within the Tango Networks Communicator App allows you to send and receive SMS messages using your enterprise identity, rather than your personal Identity. Business Messaging Service is a licensed service. Please check your subscriber profile to ensure it is properly configured if you are unable to access your Business Messaging Service. Retrieving Messages When you have received a new SMS message or missed an incoming call, you will see a notification icon next to the application icon on the main screen. Once you open the app, a notification to the right of the Message tab will alert you that it is a new SMS message, rather than a missed call. If animation is turned on in Settings/User Interface then the notification icon within the application will bounce. The figure below shows the notifications for a new SMS message. Figure 15 Message Notification July 2014 CONFIDENTIAL Page 21 of 26
To retrieve and respond to a new Business SMS message use the following steps: Figure 16 Retrieving and Sending a message July 2014 CONFIDENTIAL Page 22 of 26
Example Use Case Carrier end-user App Configuration: o Call options screen: Enabled - Enable VoIP for calls (with Enable VoIP over WiFi in Network Settings screen). Disabled - Enable DataDial Disabled - Enable Two Stage Dialing WiFi access available Calls made to/from the app will use VoIP. Let s assume that this end-user left this option enabled but traveled outside of the WiFi network. The call will trigger Mobile UC services natively through the carrier and will use VoIP once the user is back within range of the WiFi network. Out of WiFi coverage Calls will trigger natively for Carrier end-users through their carrier network. Out of the carrier service area Let s assume that the end-user does not have access to a WiFi network and they are out of the carrier s service area. The end-user can use either DataDial or 2 Stage Dialing. Note that DataDial requires both cellular data and cellular voice to complete calls whereas 2 Stage Dialing only requires a cellular voice connection to complete calls. If none of the options on the Call options screen are enabled then the app will trigger Mobile UC natively through the carrier. Only when the end-user travels out of their carrier s coverage would they need to use VoIP (if WiFi available), DataDial, or 2 Stage Dialing. July 2014 CONFIDENTIAL Page 23 of 26
Non-Carrier end-user App Configuration: o Call options screen: Enabled - Enable VoIP for calls (with Enable VoIP over WiFi in Network Settings screen). Enabled - Enable Data Dial Enabled - Enable Two Stage Dialing WiFi access available Calls made to/from the app will use VoIP. Let s assume that this end-user left this option enabled but traveled outside of their WiFi network. Since non-carrier end-users cannot trigger Mobile UC services natively through the carrier, they will have to use DataDial or 2 Stage Dialing. Out of WiFi coverage Non-carrier users will have to use DataDial or 2 Stage Dialing. Out of the carrier service area Assuming no WiFi connection available, the end-user can use either DataDial or 2 Stage Dialing. Note that DataDial requires both cellular data and cellular voice to complete calls whereas 2 Stage Dialing only requires a cellular voice connection to complete calls. If none of the options on the Call options screen are enabled then the app has no ability to provide Mobile UC services. July 2014 CONFIDENTIAL Page 24 of 26
Sending Feedback or Reporting Issues If you would like to provide feedback or report an issue regarding the Tango Networks Mobile Communicator app, here s how: 1. From the Settings screen, press Contact Us. 2. Select Send Feedback or Report an Issue. 3. Press Send to email from an email account configured for your ios device. Note: The software version of the app can be found by clicking on About in the top right hand corner of the screen Figure 17 Sending Feedback or Reporting an Issue July 2014 CONFIDENTIAL Page 25 of 26
Tango Networks, Inc. 3801 Parkwood Blvd, Suite 500 Frisco, Texas 75034 USA phone: + 1 469-229-6000 fax: + 1 469-467-9840 www.tango-networks.com