Telepo for Mobile Table of Contents Copyright 2014-2016 Mitel Communications AB 1. Application Overview... 1 1.1. Supported devices... 1 2. To get started with Telepo for Mobile... 2 3. Overview... 2 4. Activity view... 3 4.1. Shortcuts... 3 4.2. Availability... 3 4.3. Call diversion... 3 5. Navigation... 4 5.1. Contacts view... 4 5.1.1. Offline contacts... 4 5.2. Me... 4 5.3. Chats... 5 5.4. Dialler... 6 5.5. Call log... 6 5.6. Groups... 7 5.7. Activity diversion... 7 5.8. Future presence... 8 5.9. Conferences... 9 5.10. About... 11 6. Calls... 11 6.1. Transfer calls... 11 6.2. VoIP calls... 12 6.2.1. DTMF tones... 13 7. Loss of connectivity... 13 8. ACD and Attendant groups... 13 9. ACD Supervisor... 14 1. Application Overview Telepo for Mobile enables you to access the directory search, manage your presence status, call and send text messages and chat with your contacts. The application allows you to easily log in and out of queues and automatically control when you are available or unavailable regardless of whether you are logged in. 1.1. Supported devices A device that runs one of the following OS versions can install the mapped app: Table 1. Supported OS versions mapped to app version iphone OS version App version ios 6 ios 7 ios 8 ios 9 ios 10 4.2.1 x x x x 5.2.X x x x 5.3.X x x x 5.4.X x x x Revision: 5.5 1
iphone OS version App version ios 6 ios 7 ios 8 ios 9 ios 10 5.5.X x x x Android OS version App version 2.X 3.X 4.0-4.3 4.4 5.X 6.X 7.X 4.2.1 x x x x x x 5.2.X x x x x 5.3.X x x x x 5.4.X x x x x 5.5.X x x x x Windows Phone OS version App version 7 7.5 7.8 8 8.1 10 4.0.11 and later (limited support) x x x x x x 2. To get started with Telepo for Mobile There are two different ways/alternatives to get started with Telepo for Mobile. Which way that is available for you depends on the the system you are connecting to. Alternative 1. Activate with mobile number and code 1. You will get a welcome SMS from the system administrator. SMS will contain a link to download the application. 2. Open the link in the SMS text message and download the application. 3. Open the application. It requires you to fill in your mobile number including the country code. e.g.+46736123456 4. Press Get activation code button. An activation code will be sent to you by SMS and by email. 5. Fill in the activation code and press Activate button. 6. After the activation code is validated, you can use the application. Alternative 2. Activate through configuration web page 1. You will get a welcome SMS from the system administrator. SMS will contain a link to a web page where you can download and configure the application. 2. In the web page that opens on your phone, tap on 1. Download. 3. You are directed to Android Market. Download the application and install it. 4. When the installation is completed, return to web page by tapping on the link in the text message. Then tap 2. Configure. 3. Overview When starting the application the user will arrive at the Contacts view, the main view of the application. Sliding using the handle on the right reveals the quick presence view where users can set presence, access presence shortcuts, add presence shortcuts and set presence with diversions. Sliding using the handle on the left reveals the navigation menu where the user Revision: 5.5 2
can pick between different views and see notifications regarding for instance unread chat messages or recently added log items. 4. Activity view The Activity view is accessed by pulling the handle to the right. In the activity view you can view and set, your current presence state and information related to that. The activity view shows your activity, with end time and diversion, your role, your note, and your shortcuts. To edit your activity, role or note, just press on the item. 4.1. Shortcuts Shortcuts are used to set your presence easily. To add a new shortcut, press +. Name, activity, availability, duration, diversion number and an icon can be specified while creating a shortcut. When setting a shortcut or setting a custom activity the active diversion may be changed. The following applies: Use default diversion - The active diversion will be the one mapped to the activity if such mapping exist, or another previously set diversion. Active diversion will be the activity diversion or previously set diversion if one of them is set, otherwise no diversion. Clear default diversion - The will clear any previous set diversion. Active diversion will be no diversion. Override default diversion - The active diversion will be the number set in the number field. 4.2. Availability Availability for an activity can be overridden from the Custom activity view that can be opened by pressing on the more icon. Possible override options are Available sets green icon with the activity. Do not disturb sets red icon with the activity. Call routing rules can be added based on the availability. 4.3. Call diversion This feature will divert all incoming calls to the specified diversion number. You can set call diversion from the Custom activity view. This will remain valid until you manually remove it or activity diversion enables another diversion number for you. To set call diversion 1. Open Custom activity view by pressing more icon. 2. Mark Divert to number. 3. Enter number where you want your incoming calls to be diverted. 4. Select Done Revision: 5.5 3
To remove call diversion 1. Open Custom activity view by pressing more icon. 2. Un-mark Divert to number. 3. Select Done 5. Navigation When using the handle to the left in your view you will see the navigation menu. The items present in the menu are: Contacts, Me, Chats, Dialer, Call log, Groups, Future presence, Activity diversion, Settings and About. To close the menu simply slide the view back or pick one of the views in the menu. 5.1. Contacts view The Contacts view is the main view of Telepo for Mobile. Here you can see the presence state, call status and note of all your colleagues. Your personal contact list is displayed by default and you can search for other directory contacts by start entering their names. You can tap and hold on a contact to get a pop-up dialogue with all communication options for that contact. To search for a contact Start entering characters. The contact list is updated automatically based on your input. You can search for contacts by first name, last name, department, any of the custom fields, or a combination. For example, if you want to search for John in Sales, you can enter Joh Sal and all contacts that match will appear, including John in the Sales department. 5.1.1. Offline contacts 5.2. Me You can sync your contacts to the local phonebook of your phone. This will allow you to access your personal contact list while roaming or when you are out of data coverage. To enable directory contact sync to your phone's local contacts 1. On iphone, select Settings from your main view, then select Telepo for Mobile. On Android, in Telepo for Mobile swipe right and select Settings 2. In the Contacts Synchronisation tab, enable Sync contacts Note If a synced contact's information, such as phone number or email, is changed on the server the new information will be added to the contact's current information. The old information will not be removed due to that it is not possible to see if the local contact information have been edited manually. The Me view lets you see and manage presence state. Presence is used to show and manage if you are available for calls or not. You can also change your presence information. Revision: 5.5 4
To change your Activity 1. Select Me 2. Select Set Activity 3. Select the new activity. The activity is changed immediately. To change the Activity End Time 1. Select Me 2. Select Set Activity End Time 3. Set your end time and select OK. The activity will go back to the default activity when the time expire. When the end time is next workday it will go back to the default activity on the the start of your next workday based on the working hours configured by your administrator. To set your Note 1. Select Me 2. Select Set Note 3. Enter your note. Press the text field to bring up a keyboard if that is required. 4. Select OK If you are authorised you can also change the information in the extra fields. To edit your extra information 1. Select Me 5.3. Chats 2. Select the edit icon next to the field you want to edit 3. Enter your new information and click OK You can send instant chat messages and text messages to your colleagues with the application. In the Chat view you see all your ongoing conversations. To send a chat message to a contact 1. Select the contact you want to chat with 2. Select Start chat 3. Enter your message, then select Send To send a text message to a contact 1. Select the contact you want to chat with 2. Select the text icon next to the number you want to send the text message to 3. Enter your message and send it. Revision: 5.5 5
5.4. Dialler The dialler is an office phone dialler where you can call by callback and transfer calls. 5.5. Call log The call log view presents your log history in chronological order with latest item on top. Here you can see information (such as date, peer, phone number) about your missed, incoming and outgoing calls, and of associated call recordings and voicemail if available. Logs are gathered from all your devices connected to the system. Each log entry shows the current presence status of the peer and has a quick link to contact details about the peer, if the peer also is a user in the system. You can filter the log on All items, only Missed items or on Inbox, where the Inbox shows you all your voicemail and your call recordings. For the filtered result you can do a batch delete. You can also delete single log items. Notifications will be shown for all new missed calls and voicemail in the OS notification bar. To view your log history To delete a log item 2. Tap and hold the item to delete. In the pop up menu, select Delete. A confirmation dialog will make sure you do not delete items by mistake. To filter on All, Missed or inbox items 2. Select the filter option All if you want to see all your log items 3. Select the filter option Missed if you only want to see your missed calls items 4. Select the filter option Inbox if you only want to see voicemail and recordings To call back 2. Press the call icon to the right to call the contact or number from this log item. To listen to voicemail 2. Press the voicemail icon to the right. A info view will show up and tell you to answer the incoming call from your voicemail. 3. Answer the call from your voicemail. To listen to a recording 2. Press the play button on the item you want to listen to Revision: 5.5 6
To view Log history for a specific contact 2. Press a given log item to see details about the related contact. In this view you will also be able to see your log history for this specific user. To perform more actions 2. Long press on a log item to pop up a menu with call, sms, delete and view details actions. To clear the Log In the application menu there is an option to clear the log of all items. This is done for the specific filter you have activated. By selecting delete from the menu you remove all items of that type from all your devices. 2. Select desired filter (All, Missed calls or Inbox) 3. Open the application menu 4. Select "Delete (All, Missed calls or Inbox) Log items" 5. Acknowledge the "Delete (All, Missed calls or Inbox) Log items"- warning message Disable notifications 1. Select Contacts 5.6. Groups 2. Select Menu > Settings 3. Under Notifications, un-mark the checkbox called Log The groups view lists the ACD and Attendant groups that you are a member of. To login or logout of an ACD or Attendant group 1. Select Groups 2. Select the slider next to the group you want to login or logout from. You can scroll down see more groups if all are not visible on the screen. 5.7. Activity diversion Activity diversion is a feature to enable call diversions based on your activity. You set which activities that should have a call diversion and the number the calls should be diverted to. You can, for example, have an activity diversion for the activity Vacation with the switchboard number that will automatically divert all incoming calls when you have the activity Vacation to switchboard. You will be notified with an icon along with diverted number in the Activity view. Upon selecting your activity to one with mapped diversion number, will divert your incoming calls to that number. Revision: 5.5 7
Existing diversion numbers to activities are presented in a list. You can add a new diversion number and can also edit or delete an existing one. To add a new diversion number 1. Press + icon 2. Select activity. 3. Enter number where you want your incoming calls to be diverted. 4. Select Done To edit or delete a diversion number 1. Long press on the desired item. 2. Select Edit or Delete 5.8. Future presence The menu item Future presence adds the possibility to schedule future presence changes. User Activity and Role can be set to change at any point in time at least 10 minutes into the future and revert back to the default state at any point in time at least 5 minutes thereafter. When adding a Scheduled Presence, the default suggested start time is the next nearest half hour (:30 or :00). If the current time is less than five minutes from the nearest half hour, the suggested start time will be five minutes past the nearest half hour (:35 or :05). If the presence change is set to start in future months, the default suggested start time is nine o'clock (09:00). When adding a Scheduled Presence, you must also set the Timezone for the start and end time. Your default Timezone will be suggested automatically, but you can set another if you want to. The feature is fully integrated with the OS and also takes into account Daylight Saving Time (DST). Naturally, you can edit the Timezone for the Scheduled Presence item just like any other information. The menu item to schedule future presence changes requires a licence for the functionality to be present. If present, the user will see a page where all scheduled presence changes are listed for easy access and editing. Presence changes triggered by scheduled events can be ended or altered at any time just like ordinary activities and roles. Times and dates of the scheduled presence changes will be listed month by month in order of occurrence and date. Presence changes may be edited or even deleted. Edit and Delete buttons will be present in the expanded view of the list item if available. It is possible to synchronize future presence changes with external sources. Currently, only synchronizing with Microsoft Exchange servers are possible. Synchronization with external sources is one-way only. A presence change set through microsoft Exchange and synchronized to Telepo for Mobile will show up in the app, but changes to it in the mobile application will not affect presence settings on the exchange server. To set a future presence change 1. Press the Add Scheduled Change icon to display the Scedule settings page 2. Specify either a change in Activity, Role or both. 3. Set duration of the change in presence. The duration must be set to begin at least 10 minutes into the future and last for at least 5 minutes. Revision: 5.5 8
4. The suggested timezone for the Start and End time of the event will be your default Timezone. But you can set any timezone you wish. 5. If desired, the change can be set to recur every day or on specific days of the week, monthly or yearly. A repeating presence change isn't allowed to overlap with its next occurrence. Every day and Per week occurrences can't span more than 24 hours, while single occurrences and Every month or Every year ones may last longer. 6. The repeating of the presence change will be indefinite unless an End date is set. Note Please note that because events may span several days, and the End date defines the last start time of the occurrence, it is possible to create events that starts before the end date has expired but ends at a later date. 7. Save the scheduled presence change to close the view and be taken back to the future presence changes view, where the newly created schedule event will have been added to the list. To edit a future presence item 1. Enter the Future presence view where all future presence changes are listed. 2. Press and hold an event for 2 seconds to bring up the Edit or delete menu. Alternatively, press the Edit presence item icon in the list. 3. Choose to Edit the Scheduled presence item. Alternatively, click the Cancel to abort and go back to the Future presence view. 4. The Edit scheduled presence view will be displayed. You can edit the Name, Activity, Role, Note, Start, End and Timezone data by clicking on the corresponding fields. 5. Click on the Accept changes icon to perform the edit or the Cancel changes icon to abort the edited data. 6. The Future presence view will be updated and displayed with the edited presence item. To delete a future presence item 1. Enter the Future presence view where all future presence changes are listed. 2. Press and hold an event for 2 seconds to bring up the Edit or delete menu. Alternatively, press the Edit presence item icon in the list. 3. Choose to Delete the Scheduled presence item. Alternatively, click the Cancel to abort and go back to the Future presence view. 4. If you choose to delete a scheduled presence you will be asked to confirm your decision. Regardless of whether you Confirm or Cancel the delete operation, you will be brought back to the Future presence view. 5. Deleted scheduled presence changes will be removed from the Future presence view. 5.9. Conferences The Conferences page is where you can join ongoing, and schedule future voice conferences. The page lists all scheduled conferences - both the ones you have scheduled yourself and the ones you have been invited to. Revision: 5.5 9
To join an ongoing conference do one of the following starting from the list view: Click Join next to the conference name Press on the conference name and then click Join conference Press and hold on the conference item and select Join To schedule a new conference: 1. Click on button New conference. 2. Select start and end date/time (make sure that correct time zone is selected). 3. Verify that selected time zone is correct according to your intentions. 4. Set recurrence (Repeat) when applicable. 5. Set preferred meeting reminder time to the calendar invitation. 6. Set preferred time for SMS text message reminder. 7. Write an invitation note. The text will be displayed in the invitation email and calendar event. 8. Press the Participants field. Start typing a contacts name or email address. Matched contacts will be listed. By clicking a matched contact it is added in the participants list. To add an external user to the conference, type the phone number or e-mail address. 9. Review all settings. 10. Click the Confirm icon. 11. Confirm sending invites to all participants. To delete a scheduled conference: 1. In the main list of scheduled conferences, long press the name of the conference to be deleted. 2. Click on the Delete option. 3. Confirm delete. It is also possible to delete a conference via the Edit view, in that view press the delete icon. To edit a scheduled conference: 1. In the main list of scheduled conferences, long press the name of the conference to be edited. 2. Click on the Edit option. 3. Edit the conference. 4. Confirm the changes. Revision: 5.5 10
5.10. About 6. Calls It is also possible to edit a conference via the Details view, in that view press the pencil icon. The about screen displays the app version and copyright. To call a contact 1. Select the contact you want to call. Search for the contact if necessary. The presence icon provides information if the contact is available by a green icon or a by a red icon for do not disturb. 2. Select the number you want to call. You can configure either to call direct or to make a callback call, where the system calls you and connects the call. Using the office phone dialler, you always call by callback. To set call type 1. In Telepo for Mobile, slide the current view to the right to reveal the navigation menu. 2. Select Settings 3. Select Call setup 4. Define if you want to have direct calls, or callback calls when you call from within application. 6.1. Transfer calls You can set your preferred transfer type in your settings. You can choose to set to always use blind transfer, always use attended transfer or let the app ask you of your choice for every transfer. A blind transfer is an unannounced transfer without notifying the destination on the impeding transfer. Attended transfer makes it possible to transfer a call while first getting the option to talk to the party where the call is being transferred. If you want to cancel the blind transfer you can do that with the key * (star). You will then be connected to the caller again. If HTTP transfer is available on your phone network you will get a pop up menu for attended transfers to either activate the transfer or to cancel the transfer. If you activate the transfer will go through. If you cancel you will be connected to the first caller again. Note You can only transfer to users, external numbers, ACD, ACD light and Attendant. Note that some function numbers are not supported, like IVR. To set transfer type 1. Go the the app settings 2. Select Call transfer 3. Choose one of the following: Revision: 5.5 11
6.2. VoIP calls Always blind transfer - transfer all calls with an unannounced transfer without notifying the destination on the impeding transfer. Always attended transfer - transfer all calls after talking to the party where the call is being transferred to. Always ask - always ask if the transfer shall be blind or attended. Note Transfer capability depends on your service provider settings. You might have capability for HTTP based transfer (data traffic), DTMF transfer (dial string), prefix based transfer, a combination depending on network connection, or no transfer capability. If you have a 3G, 4G or WiFi connection the transfer can be done via HTTP (data traffic). If you are connected to a 2G network (and have a Mobile Extension (MEX) connection), the transfer will be done using the prefix based transfer. If you don't have a MEX connection DTMF transfer will be used (only supported on Android will take a bit longer time to complete). To transfer a call to a contact 1. During an ongoing call you want to transfer, go to the Contacts view 2. If you want to transfer to the starred number, press and hold the contact and select Transfer For selecting a specific number for the contact, select the contact and press the arrow next to the number. To transfer a call to a new number 1. During an ongoing call you want to transfer, go to the Office phone 2. Enter a number in the dialler and select the transfer arrow. Telepo for Mobile supports VoIP calls. This is a valuable feature if you are in an area with poor mobile phone coverage but good internet connections. Or if, for instance, you are using the Telepo for Mobile in an office environment. VoIP calls are made available based on user agreements, network availability and operator restrictions. When VoIP calls are available, the user must enter the credentials necessary to authenticate with the VoIP server and optionally choose the type of network it is allowed to use when placing VoIP calls. Note If you are running towards 4.3 (or later) servers the authentication is handled automatically (this will hide the username and password fields). To enter the credentials 1. Select Settings from the menu to the left. 2. Type Username. 3. Type Password. Revision: 5.5 12
4. Click Login. Note This is the same user ID and password that are used to login to the MiCloud Telepo portal. If VoIP calls has initialised successfully, a Logout button will be displayed. The Logout button may be used to stop receiving VoIP calls on your mobile. In case the log in is not successful, the user will get an information message. The user is able to configure the type of mobile network that may be used to make VoIP calls. For example if the user only wants to enable VoIP calls, when a WiFi network is connected. To set network preferences 1. Select Settings from the menu to the left. 2. Select Networks. VoIP calls are similar to traditional GSM calls, you can answer an incoming VoIP call, hang up or reject a call and you can also send DTMF tones. The phone user should be aware that a situation may arise where the user will receive a GSM call during a VoIP call. In this case, the GSM call will always have precedence and the VoIP call will be put on hold. There are some important distinctions between VoIP calls and traditional GSM calls: VoIP calls require an internet connection for example WIFI or 3G/4G. It will not be possible to make VoIP call without a working internet connection. VoIP calls received during an ongoing GSM call will be rejected. A busy signal is played if one of your Telepo contacts declines a VoIP call from you. Note 6.2.1. DTMF tones ios Telepo for Mobile only supports this mode of calling, when it is in the foreground and therefore will not be available once the application has been sent to the background. This can be problematic when the user receives a GSM call during a VoIP call. This limitation will be addressed in a future release. Dual Tone Multiple-Frequency (DTMF), also known as Touch Tones or Tone dialing, are supported while in a VoIP conversation. A DTMF keypad can be accessed while in an ongoing VoIP call and minimized when not needed anymore. 7. Loss of connectivity If, for any reason, it is not possible to make a call due to loss of connectivity, a message will notify you of the change. This may occur due to poor reception in the area where you are, or, for instance, be caused by network failures. It may even be intentional, caused by setting your phone to Flight Mode. 8. ACD and Attendant groups You can use Telepo for Mobile to login and logout of your ACD and Attendant groups. Your groups are visible below the Office phone dialler. Revision: 5.5 13
To login or logout of an ACD or Attendant group 1. Select Office phone 2. Select the button next to the group you want to login or logout from. You can scroll down see more groups if all are not visible on the screen. 9. ACD Supervisor ACD Supervisors can also control their groups using the app. In the Office phone dialler tab you can see the groups you are associated with. For each group you can see the number of calls waiting and the number of free agents from the logged in agents. If you are a member of the group you can also log in and log out of the group. To view which agents are logged in to a group, tap the group. You can log in and log out each agent connected to that group by tapping on the log in/log out switch. Revision: 5.5 14