BroadTouch Business Communicator for iphone User Guide Release 9.3.0 Document Version 1 9737 Washingtonian Boulevard, Suite 350 Gaithersburg, MD 20878 Tel +1 301.977.9440 WWW.BROADSOFT.COM
BroadTouch Copyright Notice Trademarks Copyright 2012 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. 9737 Washingtonian Boulevard, Gaithersburg, MD 20878. BroadSoft reserves the right to make changes without prior notice. BroadWorks, BroadTouch, BroadTouch Business Communicator, BroadCloud, and MobileLink 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. 2012 BROADSOFT, INC. PAGE II
Document Revision History Release Version Reason for Change Date Author 9 1 Branded document with BroadSoft template. March 1, 2012 Michael Boyle 9 1 Edited and published document. March 6, 2012 Andrea Fitzwilliam 9.1.0 1 Updated document for version 9.1.0. May 9, 2012 Adriana Tseneva 9.1.0 1 Edited changes and published document. May 25, 2012 Andrea Fitzwilliam 9.2.0 1 Added new features: Call Through Transfer Call: Talk + Transfer (Attended) and Transfer (Unattended) Call Waiting (Swap Calls) Call Settings: Simultaneous Ring and BroadWorks Mobility June 20, 2012 June 22, 2012 Petia Radeva 9.2.0 1 Edited changes and published document. June 28, 2012 Andrea Fitzwilliam 9.3.0 1 Added flexible configurations (under Other features). Updated verified devices. September 18, 2012 Adriana Tseneva 9.3.0 1 Edited changes and published document September 26, 2012 Patricia Renaud 2012 BROADSOFT, INC. PAGE III
Table of Contents 1 Summary of Changes...1 1.1 Changes for Release 9.3.0, Document Version 1... 1 1.2 Changes for Release 9.2.0, Document Version 1... 1 1.3 Changes for Release 9.1.0, Document Version 1... 1 1.4 Changes for Release 9, Document Version 1... 1 2 About BroadTouch Business Communicator for iphone...2 3 Sign In...3 3.1 Reference Client... 5 4 Tabs...7 5 Settings...9 5.1 Language Support... 9 5.2 Help Pages... 9 5.3 Sign-in Options... 10 5.4 Call Settings... 10 5.4.1 BroadWorks Anywhere... 11 5.4.2 BroadWorks Mobility... 11 5.4.3 BroadWorks Remote Office... 11 5.4.4 Call Forwarding... 11 5.4.5 Do Not Disturb... 11 5.4.6 Hide Number... 11 5.4.7 Simultaneous Ring Personal... 11 5.5 Credentials... 11 6 Presence and Own Information... 12 6.1 Contact s Presence Status... 13 7 Add or Edit Contact... 14 7.1 Add Contact... 15 7.2 Edit Contact... 17 8 Search Enterprise Directory... 18 9 Make Voice or Video Call... 20 9.1 Make Call... 21 9.2 Answer Call... 22 9.2.1 Missed Calls... 23 9.2.2 Message Waiting Indicator and Voice Mail Access... 24 9.2.3 Business Line Call Back and Call Through... 25 9.2.4 Contact Name Lookup for Incoming Calls and Call Logs... 26 9.2.5 Three-Way Calling... 26 9.2.6 Call Transfer... 29 9.2.7 Call Waiting (Swap Calls)... 30 2012 BROADSOFT, INC. PAGE IV
10 Instant Messaging... 31 10.1 Chat View... 33 10.2 Missed IM and Chat History... 34 11 Call History... 35 11.1 Missed Calls... 36 12 Multi-Device... 37 13 Sign Out... 38 14 Other Features... 39 14.1 Deployment Configurations for IM&P, Audio and Video... 39 14.2 Version Control... 39 14.3 Privacy Management... 39 14.4 Firewalls and NATs... 39 15 System Requirements... 40 16 Frequently Asked Questions... 41 2012 BROADSOFT, INC. PAGE V
Table of Figures Figure 1 Contact List... 2 Figure 2 Credential Information on Sign-in... 4 Figure 3 Reference Client First Login View... 5 Figure 4 XMPP Login Failure... 6 Figure 5 Settings... 9 Figure 6 Call Settings... 10 Figure 7 Setting Own Presence... 13 Figure 8 Contacts... 14 Figure 9 Add Contact (a)... 15 Figure 10 Add Contact (b)... 16 Figure 11 Edit Contact... 17 Figure 12 Directory... 19 Figure 13 Call Tab (a)... 20 Figure 15 Video Call View... 21 Figure 16 Missed Calls... 23 Figure 17 Message Waiting Indicator and Voice Mail Access... 24 Figure 18 Business Line Call Back and Call Through... 25 Figure 19 Three-Way Calling (Adding Third Party)... 26 Figure 20 Three-Way Calling (Selecting Conference)... 27 Figure 21 Three-Way Calling (Participants)... 28 Figure 22 Transfer Attended... 29 Figure 23 Swap Option... 30 Figure 24 Instant Messaging (a)... 31 Figure 25 Instant Messaging (b)... 32 Figure 26 Chat View... 33 Figure 27 Missed IM and Chat History... 34 Figure 28 Call History... 35 Figure 29 Missed Calls... 36 2012 BROADSOFT, INC. PAGE VI
1 Summary of Changes This section describes the changes to this document for each release and document version. 1.1 Changes for Release 9.3.0, Document Version 1 This version of the document includes the following changes and additions: 14.1 Flexible Configuration for IM&P, Audio and Video 1.2 Changes for Release 9.2.0, Document Version 1 This version of the document includes changes to the following sections: 9.2.3 Business Line Call Back and Call Through 9.2.6 Call Transfer 9.2.7 Call Waiting (Swap Calls) 5.4 Call Settings (Added sections 5.4.2 BroadWorks Mobility and 5.4.7 Simultaneous Ring Personal) 1.3 Changes for Release 9.1.0, Document Version 1 This version of the document includes user interface (UI) and functional updates for Release 9.1.0 in the following sections: 9.2.2 Message Waiting Indicator and Voice Mail Access 9.2.3 Business Line Call Back 9.2.4 Contact Name Lookup for Incoming Calls and Call Logs 9.2.5 Three-Way Calling 1.4 Changes for Release 9, Document Version 1 This version of the document includes the following change: Rebranded document using the BroadSoft document template. 2012 BROADSOFT, INC. PAGE 1
2 About BroadTouch Business Communicator for iphone By adding BroadTouch Business Communicator to an ios platform, the service provider can offer its users the most convenient and intuitive interface for multimedia services. BroadTouch Business Communicator is a Session Initiation Protocol (SIP) User Agent (UA) client for ios, which also supports Extensible Messaging and Presence Protocol (XMPP), and which is connected to the Internet. It also integrates various features with the BroadWorks server platform. End users keep a contact list in the client, which shows the presence status of their friends, family, and colleagues. From this single interface, the end users can easily initiate and receive phone calls, video calls, and instant messages. The contact list is ideal for starting multimedia communication without any difficulty and encouraging users to smarter and more frequent communication. The client has been developed with both the end user and simplicity in mind and has a proven user-friendly design, which ios users can easily recognize. In addition, BroadTouch Business Communicator can be customized and branded for a service provider s specific end-to-end solution. This may consist of different branding, client settings, functionality, and languages. This enables the service provider to differentiate between service offerings for different end-user groups. Figure 1 Contact List 2012 BROADSOFT, INC. PAGE 2
3 Sign In On the Login screen, the user can type in their BroadWorks user name and password or SIP user name and password, depending on whether BroadWorks Device Management is used. User names are saved so that the next time the user logs in, they can simply select the correct user name in the combination box. The first time the user starts the client, the application asks for the user s BroadWorks identity (user name and password) and displays a Login screen with the following elements (using two fields separated by a graphical divider). The top field is for a user name and lower field is for a password. Tapping either one opens the virtual keyboard. When both fields are filled in, the Sign in button is available. The following is a list of the Login window fields: Phone number This is an editable combination box. The current phone number is automatically filled for first start up. Password This is a text field with password masking. Show password This check box is unchecked by default. The written password appears instead of just stars. This is reset to unchecked each time the user opens the client. Sign in automatically This is a check box, which is only available if user name and password are provided. It is unchecked by default. The user is able to turn it on only if the Remember Password is checked. Sign in button If Remember password is not checked, this screen is shown each time the client is started, with only the Phone number automatically filled. If Remember password is checked, this screen is shown with all credentials automatically filled. By tapping Sign in, the user sees the contact list. 2012 BROADSOFT, INC. PAGE 3
Figure 2 Credential Information on Sign-in A loading animation appears each time the client is launched. When a network connection is lost, the client returns to the Login screen. However, before that, there is a pop-up notification where the end user can choose an auto-login option to log in automatically after the network connection has been recovered. The following figure shows an example of a Login screen for a reference client. 2012 BROADSOFT, INC. PAGE 4
3.1 Reference Client The reference client Login screen is shown in the following figure. Figure 3 Reference Client First Login View Since the client supports multiple protocols at the same time, XMPP login failures are indicated with a separate pop-up notification during login. This is shown in the following figure. This notification informs the user of the limited capabilities available for presence and chat. There are two buttons in the dialog box: XMPP Settings and Cancel. The XMPP Settings button is a shortcut to view the XMPP settings and the Cancel button takes the user to the application s main view. There are various credentials listed on the Settings tab. 2012 BROADSOFT, INC. PAGE 5
Figure 4 XMPP Login Failure During login, the client also updates its own vcard on the XMPP server, with its own SIP address and primary BroadWorks phone number. This is so that presence-enabled contacts can automatically call the user without having to update the contact card manually with phone numbers. 2012 BROADSOFT, INC. PAGE 6
4 Tabs Icon/Tab What it does The Contact tab displays your buddies and the chat. You can add, edit, and delete buddies in the Contact view. The chat option displays all your chats. The Call tab displays the dial pad. From the dial pad, you are able to call out to any given number. A long press on 1 on the numeric pad calls out to your voice mail. The History tab shows all your call history. You can filter between all calls and missed calls. The Directory tab shows the company contacts. Users can search contacts and call/chat. In the Settings tab, the user can adjust and set different options to control the client. The main view contains a number of tabs that present information about the contacts and communications options, in the lower bar: Contacts (also includes chat) Call History Directory Settings The Contacts tab provides information about presence-enabled contacts only. In addition to these contacts, the user can also go back to the native address book where contacts do not have to be presence-enabled. The buddy list can also be searched. The client supports landscape mode. The client also follows the silent mode that has been set for the device and as a result, an incoming Voice Over Internet Protocol (VoIP) call alerts the user the same way as an incoming CS call. The client can also support background mode, so that it can receive calls and chat messages while in the background, and it can indicate this to the user using a pop-up notification. Native address book integration is not supported on ios due to platform restrictions. 2012 BROADSOFT, INC. PAGE 7
The following table shows the background operation. Start States Phone shutdown Application shutdown Application put to background in Busy state Application put to background in extended Away state Application put to background in Online, Away, and Chatty states Application in the foreground Resulting State on ios Offline; if the client has time to deregister, it does; otherwise, the network handles transition to offline state. Offline; client deregisters from calls and IM&P. Busy; remain in Busy when back to foreground. Extended away; remain in extended away when back to foreground. Away, back to previous when back to foreground. Whatever the user decides, only in this case, the state can be online; online is also the default state. Display off In ios, this is the ios lock event, away status. The Settings tab opens a new view with the different settings that the user can toggle. For more information on settings, see section 5 Settings. 2012 BROADSOFT, INC. PAGE 8
5 Settings Using the Settings tab, you can browse and apply different settings to your application. Figure 5 Settings General Language (only visible if there are multiple languages to choose from) About Help Local AB Search Sign-in options Call settings Credentials 5.1 Language Support 5.2 Help Pages The client is prepared for localization and can be delivered in any language. Today the client is available in U.S. English, French, German, Italian, and Spanish (European). The client supports a web-based help file that can be launched from Settings tab. 2012 BROADSOFT, INC. PAGE 9
5.3 Sign-in Options The user can choose to sign in automatically with BroadTouch Business Communicator with a default account when the client is started. Together with the functionality to automatically start BroadTouch Business Communicator at system start up, this makes it easier for the user to remember to sign in and be available for communication. In addition, the password can be remembered across sessions by using the corresponding control in the Login screen. 5.4 Call Settings The client supports the following service management features, allowing supplementary services to be managed using the native client settings window: Do Not Disturb BroadWorks Remote Office Call Forwarding Hide number (Calling Line Identification Presentation [CLIP]/Calling Line Identification Restriction [CLIR]) BroadWorks Mobility BroadWorks Anywhere Dialing Service Simultaneous Ring Personal Figure 6 Call Settings 2012 BROADSOFT, INC. PAGE 10
5.4.1 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 the 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. 5.4.2 BroadWorks Mobility BroadWorks Mobility service provides a set of mobile capabilities that extend BroadWorks features transparently to the mobile network, allowing the user to make and receive business calls from the mobile phone. 5.4.3 BroadWorks Remote Office This service allows for example, a phone in the hotel to be used as the business phone. Caller ID and charging appear as they do on your business phone. 5.4.4 Call Forwarding You can enter a number to forward your calls to by tapping on the disabled link in the following figure. 5.4.5 Do Not Disturb When you activate this service, all communication is blocked by the server. 5.4.6 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. 5.4.7 Simultaneous Ring Personal 5.5 Credentials This feature allows the user to set up to 10 phone numbers that would ring in addition to the primary phone number when the user receives a call. This section contains the credentials for the following: SIP Required for calling XMPP Required for chat and presence Xtended Services Interface (Xsi) Required for call history and service management as well as BroadWorks directory search The credentials can only be browsed when Device Management is used; however, in non- Device Management cases, they also can be modified. After modification, to use the new credentials, the user needs to log out. 2012 BROADSOFT, INC. PAGE 11
6 Presence and Own Information You can set your own presence by tapping on the Presence button in the Contacts view. Your own phone number cannot be changed, since it is received from Device Management. Your avatar is the picture that represents you in your friends contact lists and communication windows. Currently, iphones do not support changing your avatar. 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 provides enhanced information regarding your state, means, and mood. In the same way, your friends can permit you to see the same type of information about them. For each contact you have subscribed to, you can see their presence. Respectively, your contacts see your presence in their contact list. You can enter a status message into the area below the presence icons. This status text is shown after your name on your friends contact lists. 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 the computer for over 10 minutes. The orange presence icon 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 chat. The question mark indicates that a subscription is pending and the contact has not yet approved sharing their presence. 2012 BROADSOFT, INC. PAGE 12
Figure 7 Setting Own Presence 6.1 Contact s Presence Status The presence information of contacts is displayed on the contact list. To see the contact s presence, the contact must have an XMPP address. In addition to the contact list presence information, there is a separate contact card where the contact s presence status can be seen. 2012 BROADSOFT, INC. PAGE 13
7 Add or Edit Contact The Contacts tab presents information about presence-enabled contacts only. A presence-enabled contact can be any user with any kind of XMPP address. It can be another BroadTouch Business Communicator user or a user of any other XMPPcompliant client. Furthermore, it can be a user from the same or different service provider. The buddy list is incorporated with the Chat pill button. For information on the Chat tab, see section 10.1 Chat View. On the buddy list, the online contacts are listed first in alphabetical order, followed by the offline contacts in alphabetical order. The list shows the presence icon, the display name, the presence status after the name, and free text. Tapping the blue arrow opens the contact card and tapping the name opens the Instant Messaging (IM) view with that contact. On the top bar, there is a plus sign icon, indicating to the user that they can add an XMPP contact. If the user taps the plus sign, the Add Buddy view opens. On the left, there is a button that opens your own status. From the status screen, you can change your presence and your free text. The buddy list displays the presence, name, presence status, and free text. Figure 8 Contacts 2012 BROADSOFT, INC. PAGE 14
The following Contact List management features are generally available: 7.1 Add Contact Start chat via tapping the contact View contact card by tapping on the blue arrow Add, edit, and remove contacts Synchronize contacts with the BroadTouch Business Communicator PC client or other clients using XMPP since the contacts on the buddy list are stored on the XMPP server and are retrieved when the client logs in. There is an Add contact icon (in the Contacts tab). Pressing this opens a contact card in Edit mode (adding contact). The Add contact view shows the required text fields to add an XMPP contact to the buddy list. The view can be cancelled by pressing the back button or Cancel. The presence subscription is always bidirectional. After the contact accepts the invitation, they are automatically added to the contact list and they are allowed to see the user s presence. Figure 9 Add Contact (a) 2012 BROADSOFT, INC. PAGE 15
Figure 10 Add Contact (b) When you are added by a person to their contact list, a Presence Authorization dialog box is displayed on your screen to allow the user to accept or reject the presence invitation. Accepting the invitation adds the inviting person to the contact list. 2012 BROADSOFT, INC. PAGE 16
7.2 Edit Contact Editing a contact is done using the contact card on the buddy list. Tapping the blue arrow opens the contact s contact card while tapping Edit on the contact card (renaming contact only) opens the Edit mode. The Edit mode allows for the deletion of the contact as well as editing the information. You can subscribe to a user, edit the display name, or delete the contact. Tapping Delete confirms the action (from the user) through a dialog box. Figure 11 Edit Contact 2012 BROADSOFT, INC. PAGE 17
8 Search Enterprise Directory The client supports an enterprise directory search of the BroadWorks enterprise directory in the Directory tab. This takes place using the search field in the Directory tab. In the default view (All), both enterprise directory and local contact list results are shown. (See the examples in the following figure.) There are different result icons depending on whether the contact is in the native address book or the enterprise directory. Tapping the search field opens the key pad to type the search string. After the search, the results list displays the name and icon to open the contact card. The examples in the following figure show the search field in use. Typing in any kind of character starts the filtering through contacts in both the native address book and the enterprise directory. Pressing the back key minimizes the keyboard, hides the search bar, and empties the search result. There are different pill buttons for searching only the native address book or only the enterprise directory. 2012 BROADSOFT, INC. PAGE 18
Figure 12 Directory 2012 BROADSOFT, INC. PAGE 19
9 Make Voice or Video Call A voice or video call can be started in various ways, for example, from the call history, from the enterprise directory result list (by selecting the correct item), or by using the contact card by tapping on the phone number. Another way is to use the Call tab. Figure 13 Call Tab (a) 2012 BROADSOFT, INC. PAGE 20
9.1 Make Call When calling via the Call tab, the Call tab displays the text field for entering numbers (and the dial pad). There are three buttons below the dial pad: Video call, Call, and Delete. (The Delete button deletes one character at the time when it is tapped.) After pressing either one of the call buttons, the Call dialog box appears and the contact s phone starts ringing. The following call control actions are available during a voice call: Adjust volume Generate dual-tone multi-frequency (DTMF) tones with a dial pad Mute microphone Hold the call Hang up the call Add video to the audio call Add third party Figure 14 Video Call View While in an audio or video call, the presence is automatically set to DnD status for the duration of the call. The figure above shows the Video Call view after tapping on more options. 2012 BROADSOFT, INC. PAGE 21
9.2 Answer Call An incoming call is indicated with a ring tone and a bottom bar notification. The same call management options are available for the video call and can be used via the buttons at the top part of the screen; additional options are available using the more options button. When someone is calling you, you see a pop-up notification. You can choose to answer or reject the call. 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; however, the options are answer, answer as voice only, silence, or reject. If you decide to answer with voice only, the call is voice only. 2012 BROADSOFT, INC. PAGE 22
9.2.1 Missed Calls When a user has missed any calls, the History tab in the lower bar in ios indicates that there are new missed calls or voice mails. By clicking the indicator, the user is taken to the History view shown in the following figure. The top bar has a pill button that the user can use to sort the calls. The options are All calls and Missed calls. Figure 15 Missed Calls 2012 BROADSOFT, INC. PAGE 23
9.2.2 Message Waiting Indicator and Voice Mail Access Pressing the Call tab with the red badge opens the Call screen with the dial pad, where a VM icon and a blue badge are added to the key 1 button. By pressing the button, the following message is displayed: Hold button for Voicemail. The number of messages shown on the badge is comes from the SIP packet, indicating the presence of VM and the number of new messages. Figure 16 Message Waiting Indicator and Voice Mail Access 2012 BROADSOFT, INC. PAGE 24
9.2.3 Business Line Call Back and Call Through Mobile Communicator allows the user to originate a circuit-switched call using their business line identity. This is done using either the basic call-back functionality on BroadWorks or the call-through functionality available with BroadWorks Mobility. Basic call back is only available if the user has BroadWorks Anywhere or Remote Office assigned. The application checks to see whether one of these two services is provisioned with a phone number that matches the mobile number. If it is provisioned this way, it provides the user with the option to make calls using the Call Back feature. Call-through functionality is available if the Mobility service is assigned to the user s BroadWorks profile. Call Through provides a more natural dialing experience. When a call is placed in this mode, the client communicates transparently with BroadWorks to get a temporary intermediate routing number (IMRN). The client then calls the IMRN and connects the user directly to the destination identifying the call with the user s business line identity. Figure 17 Business Line Call Back and Call Through 2012 BROADSOFT, INC. PAGE 25
9.2.4 Contact Name Lookup for Incoming Calls and Call Logs Whenever the incoming call does not have a calling name associated with it, Mobile Communicator can perform a local contact search. If the number matches one of the contacts on the mobile phone contact list, the name is shown on the incoming Call screen along with the alert. Whenever the user retrieves their call logs/history and the call log does not have a calling name associated with it, the client does a lookup in the local contacts and populates the name if a match is found. 9.2.5 Three-Way Calling Business Communicator supports network SIP-based conference calls with up to three participants (Three-Way). While on a two-way call, the user can add a third party by using the Add Call (+) button. It opens the local address book on the device to search and select the new participant: Figure 18 Three-Way Calling (Adding Third Party) The supported mode is Blind Conference calling. The third party receives a call and is joined automatically to the conference when they pick up. The Attended Conference mode, which prompts the third party to join or decline, is not supported in this version. Once the conference is established, the participants are shown on the device screen. 2012 BROADSOFT, INC. PAGE 26
Figure 19 Three-Way Calling (Selecting Conference) 2012 BROADSOFT, INC. PAGE 27
Figure 20 Three-Way Calling (Participants) 2012 BROADSOFT, INC. PAGE 28
9.2.6 Call Transfer The client supports transferring VoIP calls to another party. Two modes of transfer are supported: Attended Call User selects Attended from the menu and a second call is placed with the selected contact. If the call is successfully established, the lower right button is replaced by a Complete button. The user can talk with the third party privately before completing the transfer. Unattended Call User selects Unattended from the menu, the second party is transferred to the selected contact, and the current user is dropped from the call. Figure 21 Transfer Attended 2012 BROADSOFT, INC. PAGE 29
9.2.7 Call Waiting (Swap Calls) When there are active calls at the same time, the user is presented with a Swap option that allows switching between the calls. Figure 22 Swap Option 2012 BROADSOFT, INC. PAGE 30
10 Instant Messaging Instant messaging with a contact can be started from the contact list simply by tapping the contact, from the contact card, or going to the Chat tab. Having selected the contact to chat with, you can start typing the first message. The IM view shows the name of the recipient in the top bar and there is a presence icon before the name. Tapping the name opens the IM view for the recipient. The recipient is presented in the bubble at the left and the user is presented in the bubble at the right. Smileys can be added to messages by typing the corresponding character codes or by selecting a graphic from the menu, which opens by clicking the Smiley button. In both cases, the smiley is displayed graphically in the message area. Figure 23 Instant Messaging (a) 2012 BROADSOFT, INC. PAGE 31
Figure 24 Instant Messaging (b) Cancel closes the dialog box and takes the user back to the IM view. The Chat view can be cleared (deletes all history) using the Clear button on the top row. 2012 BROADSOFT, INC. PAGE 32
10.1 Chat View The Chat tab shows all the chats ever made with any contact. Tapping the name opens the Chat view (IM view) where new messages can be typed. New incoming messages are indicated with an icon to the right of the name, indicating how many new messages have been received. The icon remains next to the name until the message is read. The chats are listed so that the most recent are always at the top. The chats are not in alphabetical order; however, they are always listed with the latest first. Figure 25 Chat View 2012 BROADSOFT, INC. PAGE 33
10.2 Missed IM and Chat History All notifications (missed calls, new messages, and so on) are handled through the lower bar notifications, using the corresponding tabs. New messages (or IMs) are also displayed on the same bar in the Chat tab. Tapping the tab opens the Chat tab where all previous conversation partners can be found and an icon indicates from which contact there is a new message. All chats are stored locally in the client and can be viewed, with the latest chat first, in the Contacts tab, under the Chat pill button. Opening a history item brings the user to the Chat view. Figure 26 Missed IM and Chat History 2012 BROADSOFT, INC. PAGE 34
11 Call History The client supports the basic BroadWorks Call History. Call History can be filtered to show all calls or missed calls using a pill button. There are symbols on the list of calls, which show whether each call was incoming or outgoing. The list displaying the call items consists of icons displaying what kind of call it was (left arrow = incoming, right arrow = outgoing, and bouncing arrow = missed). It also shows the name, the number, and whether the call was unavailable (for the caller). The number is below the name, if available. To the right, the user can see the date of the call and the time the call was initiated. Tapping an item on the list initiates a call to that number. Figure 27 Call History 2012 BROADSOFT, INC. PAGE 35
11.1 Missed Calls When a user has missed any calls (while the client is in the foreground), the History tab in the lower bar in ios indicates that there are new missed calls. By clicking the indicator, the user is taken to the Call History view. The top bar has a pill button that the user can use to sort the calls. The options are All calls and Missed calls. Figure 28 Missed Calls 2012 BROADSOFT, INC. PAGE 36
12 Multi-Device BroadTouch Business Communicator provides support for users with multiple devices. This includes several features: Chat invitations sent to all devices. Before the session is accepted, 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 the user s presence. The client updates its own status based on the information it receives from the server. Accepting a shared 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 for 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. 2012 BROADSOFT, INC. PAGE 37
13 Sign Out You sign out at the bottom of the Settings tab. 2012 BROADSOFT, INC. PAGE 38
14 Other Features 14.1 Deployment Configurations for IM&P, Audio and Video The mobile client supports the ability to be deployed in several different configurations, based on configuration file parameters: 1) Primarily as an IM&P client only (no audio or video support) 2) Primarily as a Soft Client with Audio Only, no IM&P or Video 3) Primarily as a Soft Client with Audio and Video, no IM&P 4) Primarily as a UC Client with Audio only (that is IM&P and Audio, but no Video) 5) Primarily as a UC Client with Audio, Video and IM&P 6) Click-To-Dial Contact your service provider for more information regarding what functionalities are available in your version of the client. 14.2 Version Control Version control is supported using the Apple App store mechanisms. When a new release is available, the old version is removed from the marketplace and users of the previous version are notified about the possibility of an update. 14.3 Privacy Management BroadTouch Business Communicator supports authentication with a user name and password for different services and servers requiring authentication. For convenience, the end user can save a user name and password for different realms. When the end user adds contacts to the contact list, these contacts receive a New Subscriber dialog box asking whether they will allow the end user to see their presence. This information is stored in this contact s presence policies. The user can edit the presence policies at any time. These presence policies are stored on the server. The user can see all contacts that are allowed to view the user s presence (white list) and contacts who are not allowed to view the user s presence (blacklist). This feature requires a compatible presence server. 14.4 Firewalls and NATs The client supports rport (RFC 3581) for Network Address Translation (NAT) traversal and for using the client behind a firewall. However, it is assumed that the client is mainly used with a session border controller (SBC), which also provides support for NAT traversal for several key features, such as for calling that is currently unlikely to work without an SBC. 2012 BROADSOFT, INC. PAGE 39
15 System Requirements BroadTouch Business Communicator R9.3.0 for ios can be run on any ios4.3 (or greater) device running on ARMv7 chipset. The following table shows the devices that are supported: Devices Voice Video IM&P iphone 3GS Yes Yes Yes iphone 4 Yes Yes Yes iphone 4S Yes Yes Yes ipad1 Yes No Yes ipad2 Yes Yes Yes ipad3 Yes Yes Yes The latest ipod Touch has not been validated although it does match the specifications listed in the table above. The client has been validated on the following reference devices: iphone 3GS using ios4.3 iphone 4 using ios4.3 iphone 4S using ios5 The client has not been validated on the following OS versions and reference devices: ios 6 iphone 5 (with ios 6) 2012 BROADSOFT, INC. PAGE 40
16 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 on ios can be branded. For more information on customization, contact your Account Manager. What is the target market? This solution applies to all markets and all company sizes; however, further BroadWorks integration is 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 from the Main menu or in the Login window. What does the enterprise directory search look for? It searches for first name and last name. By default, it waits a bit before 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. 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 version will be provided separately as part of the roadmap. What happens when I lose my network connection? The client logs out. However, it will attempt to log in again automatically as soon as the network returns. 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 2012 BROADSOFT, INC. PAGE 41
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. Is SCA supported? Shared Call Appearance (SCA) is supported only in the PC client. In addition, note that server support depends on your network environment. Are chat messages saved? Chat messages are only saved locally. 2012 BROADSOFT, INC. PAGE 42