HUD Web User Guide Welcome to Heads Up Display TM (HUD) Web! HUD Web gives you the unified communications (UC) tools you need to conquer collaboration all from the Web browser you already use for many everyday tasks. Along with our free Fonality Academy classes, this User Guide will help you make the most of HUD. HUD is where you ll manage your phone calls, voicemail, chat, conference calls, screen sharing, video conferences, and even see who's at their desk or on the phone (known as "presence"). All this makes it easy to connect quickly and easily with the right people at the right time. Stick with us, kid. You ll be connecting more efficiently with other employees, customers, and partners in no time.
Table of Contents Getting Started 4 First things first! 4 Logging in 4 Get the extension 4 Meet the Dashboard 5 Setting Status 7 Changing your location 7 Calling 8 Making calls 8 Answering (or Declining) calls 9 Call Menu 10 Parking calls 10 Moving an active call 11 Placing a call on hold 11 Recording a call 11 Using Notifications 13 Notifications area 13 Favicon notification count 13 Transferring Calls 14 Internal transfer 14 External transfer 16 HUD Softphone 17 Chat 18 With a contact 17 Starting a group chat 18 Creating a new group 20 Search chats 20 File Sharing 21 2 HUD Web 1.4.4 User Guide
Chat drag and drop 21 Chat attach 21 Avatar hover 21 Downloading shared files 22 Conference Calling 23 Start a conference call 23 Find your favorite spot 23 Join from an active call 23 Invite others to join 24 Join a conference call 24 Leave a conference call 25 Kicking someone off 25 Calls & Recordings 26 Checking voicemail 26 Managing voicemail 27 Call Center 28 Managing queues 28 Unanswered queue call transfer 28 Search 29 Dock 30 Customizing your dock 30 Settings (Me) 31 General 31 Adjusting HUD Web softphone preferences 31 Adding a personal photo/avatar Error! Bookmark not defined. Web Launcher 32 Customize Your System 35 Optional features 34 Integrations 34 Additional Resources 36 3 HUD Web 1.4.4 User Guide
Getting Started First things first! Before we go any further, let s make sure you ve got the two things you ll need to log into HUD Web your Server ID and login. If you don t already have them: 1. Get your Server ID from your Administrator. 2. Email help@fonality.com to receive your login credentials. Logging in 1. Open your favorite Web browser or click the link and go to http://hudweb.fonality.com/. (HINT: Bookmark that URL!) 2. Enter your Username and Password in the fields shown below: NOTE: Contact your Administrator if you have not received an email from Fonality with your login credentials. Get HUD Softphone When you log in the first time, you ll be prompted to download and install HUD Sofphone. This allows you to make and receive calls using your computer (usually with a headset) and enables screen pop notifications when you re doing other things. Follow your browser s instructions to download and install. 4 HUD Web 1.4.4 User Guide
Meet the Dashboard Once you re logged in, you ll see that your HUD dashboard features three main vertical sections. On the left, you ll find your Company Directory. This is where you ll manage and communicate with contacts, both internally and externally. Here are two of the five views you can select. All View Recent View On the right, you ll find the Dock. This is where you can bookmark Groups, Contacts, Conference Rooms, and Queues. You can even manage parked calls here. 5 HUD Web 1.4.4 User Guide
Setting Status In the middle, you ll find the main menu with icons representing different built-in communications tools across the top. We ll explore each of these components in this User Guide: Me. Hey, this is you! This is home base for setting you6r status, viewing recent calls, and adjusting Account Preferences. VM & Recordings. Listen to your voicemails and any recorded calls. Conferencing. Find an available line for conferencing, set up the conference call and invite people to join. Call Center. View your call queue or everyone s call queues and how many calls are waiting. Search. Type or speak the name of any contact, team, queue, or conference room. Integration. The menu includes integrations we ve provided, like Video Collaboration (shown here), or ones your company has chosen for you. * Included for everyone when you subscribe to Fonality Ultimate Edition; available for Fonality Professional on a per-user basis. More than just a pretty face The avatar pop-up menu shows you available options to connect instantly. In addition to starting a call or chat, customer favorites include: Quickly send any file or document without using clunky email. Add this Contact to your Dock for easy access any time. Leave a voicemail when a Contact is Offline, Busy, or on the phone. Start an instant Video Collaboration session*. Barge, Monitor, or Whisper on other calls for quality assurance and training with Advanced Call Center*. HINT: Hover over the avatar for Groups, Queues, and Conference Rooms to access their features in a similar fashion. You can Dock them, too! 6 HUD Web 1.4.4 User Guide
A typical Fonality system includes registered Office, Web softphone, and Carrier (Mobile) phone locations. Select users may also have secondary Office or Home locations. Changing the location in HUD Web tells the system where to send your calls. Changing your location With HUD Web, you can route calls to your cellphone, softphone, or alternate extension by changing your location. 1. From your profile (aka Me), click Location 2. Use the location dropdown to select a different location to route calls. Most users will see the following options: Carrier This is your mobile number. For instructions on how to register your mobile number the first time, see the Settings section. HUD Web Softphone The web phone allows you to place and receive calls using your computer s speakers, microphone, or a computer headset. Office (HINT: If your web phone is not registered, you may not have the web phone extension installed. Check your Notification area for the download prompt. If that doesn t work, contact your Admin or Fonality Support.) If your Admin has ordered a desk phone for you, this will appear as Office with your extension. 7 HUD Web 1.4.4 User Guide
Calling Making Calls To make calling convenient, HUD gives you several options on your desk phone: Hover over any Contact Avatar photo, and then click Call. Type or paste the number in one of two Phone number boxes located: 1. Bottom left below your Directory on any screen 2. Top middle when on your main Me dashboard To find a contact, type a name in the Search box from the All tab of your Directory. HINT: Your Location on the Me tab determines where the phone will connect your end of the call, provided you ve completed setup for the following: Office will ring your desk phone HUD Web Softphone will connect using your softphone with computer mic and speakers Carrier works its way to your mobile Other options like a second desk phone for your home office may also appear. 8 HUD Web 1.4.4 User Guide
Answering (or Declining) Calls Any incoming calls will appear as a notification in the bottom left corner of your HUD dashboard. From there, you have three options: 1. Click Decline to immediately end the call. 2. Click Accept to answer the call. 3. If you do nothing, the caller will be sent to your voicemail. NOTE: If you click Decline, the caller will not be given an opportunity to leave a voicemail. 9 HUD Web 1.4.4 User Guide
Call Menu Once you re on a live call, you ll see the active call menu. In addition to seeing how long you ve been on the call, you will also find a number of helpful options. To transfer a call using the active call menu, see Transferring Calls. To move your active conversation to a conference room, see Conference Calling. Parking Calls Need a subject matter expert to answer a question for you? Park the call! It s similar to putting someone on hold, except that everyone in HUD can see and access the call. You can pick that call back up, transfer it to a SME, or someone else can take over with just one click. 1. On the active call menu, click Park. 2. The parked call will appear on your Dock beneath Parked Calls. 3. From here, anyone in HUD can take the parked call by hovering over the avatar and clicking Take. 10 HUD Web 1.4.4 User Guide
Moving an Active Call One benefit of using HUD is the ability to switch between various locations midcall. For more information about setting your location, visit Changing your location. 1. On the active call menu, click Move. 2. Select one of your registered locations (e.g. Home, Office, HUD Web Softphone) 3. Your active call will be transferred to your new location. Placing a Call on Hold Need a moment? Place your call on hold with one click! 1. On the active call menu, click Hold. You will know your call is on hold because the Hold button will change into a Talk button outlined in orange. 2. To re-enter the call, click Talk. Recording a Call Think you might want to refer back to this conversation? Start recording! 1. On the active call menu, click REC. You will know your call is recording by the red outline on the REC button. 2. To stop recording, click the REC button again. 11 HUD Web 1.4.4 User Guide
3. You can view and listen to your recording on the VM & Recordings menu located on the main menu. NOTE: You can similarly record from a conference room. See Conference Calling for more info. 12 HUD Web 1.4.4 User Guide
Using Notifications Notifications Area In the bottom left-hand corner of your HUD dashboard, you can view recent events such as missed calls, chat messages, voicemail messages and choose whether or not to respond by calling back, jumping into a chat, listening to a voicemail and even reading voicemail transcriptions (if subscribed). In this same area, you can accept or reject calls (see Calling). Favicon Notification Count For each missed chat, call or voicemail, the Fonality favicon (the bar F taken from the Fonality logo) on the user s browser tab transforms into a counter that s easy to spot even while working in other tabs. No notifications With notifications 13 HUD Web 1.4.4 User Guide
Transferring Calls Internal Transfer You can transfer calls to a colleague one of two ways. The first is as easy and as drag and drop. Drag and Drop Transfers 1. Click and hold on the Call Box in the Bottom Call area 2. Drag and drop it onto any Contact in your Directory or Dock. 3. Select the final destination: Extension Straight to Voicemail Mobile Done! HINT: If the Contact you want isn t showing in your Directory or your Dock 1. Click All in your Directory in the left panel (below the Fonality logo). 2. Start typing a name until the person you re looking for appears. 3. Drop the call on em. 14 HUD Web 1.4.4 User Guide
Call Menu Handoff You might not know how you re going to handle a call when you first get it. Or maybe you need to talk with the call for a while before transferring. This might be a step or two more than the Drag and Drop Transfer, but the Call Menu is a powerful place! 1. From the Call Menu in the center panel, click Transfer to bring up the Transfer Menu 2. Start typing a phone number, extension or contact name in the To: field and select a transfer destination. HINT: You can also drag a contact from your directory or dock and drop it into the To: field. 3. Click Cold Transfer, Warm Transfer, or To Voicemail. And you re done! NOTE: Selecting Cold Transfer will deliver the active call directly to the transfer destination. Warm Transfer will first allow you to speak with the transfer destination contact (e.g. Hello James, I have Sally on the line for you ), then a second click will complete the transfer. HINT: If not already in the Call Menu, and you want to be click on an active call in the Call Box in the lower left to get there. 15 HUD Web 1.4.4 User Guide
External Transfer There are two easy ways to transfer a call to an external number. Drag and Drop This is very similar to the drag and drop process for internal transfers. 1. Identify the external contact you wish to transfer to under the External tab in your left-panel Directory. 2. Drop the call on em. 3. If the External Contact has both a business and a mobile number, a popover will display. 4. Choose the preferred call destination. You re all done! To transfer from the Call Menu, follow the same steps as you would to transfer to an internal contact. See Call Menu Handoff. 16 HUD Web 1.4.4 User Guide
HUD Softphone Your HUD Desktop Companion The HUD Softphone allows you to make and receive calls using your computer (usually with a headset) and enables screen pop notifications when you re doing other things. Best of all, you can use the Softphone even when you don t have HUD open. To place a call, type a phone number or extension into the NUMBER/EXTENSION field and click the button. You can also click the icon to dial numerically. Manage Calls with Ease You can manage calls directly from the Softphone platform. Options include: Place active call on hold Dial using a traditional dialpad Adjust input and output audio levels Mute your call Transfer call to another phone number/extension Move call to another device (e.g. your mobile phone) When you place a call on hold, it will be queued at the bottom of the Softphone. From there, you can swap out a call by clicking the button so that the call becomes active and the active call is placed on hold. Application Menu In addition to the new Softphone, you ll notice a new App Icon on your Menu Bar or System Tray. Click this to access additional Application Menu options. From here, you can: Update your Presence and/or Location All status changes are instantly updated in HUD Web Launch HUD Web Place a call Check missed calls, voicemails, and chats Access your Settings 17 HUD Web 1.4.4 User Guide
Chat With a Contact Starting a chat with one of your colleagues is simple! 1. Locate the person using the Contacts Menu in the left-hand section of the dashboard under Favorites, Recent or Groups. 2. If your contact isn t under one of these categories, CLICK => All to search by Name, Number or email address. 3. Click Contact Name to chat. Starting a Group Chat With group chats, you can have a departmentwide brainstorming session without ever leaving your desk! Invite as many or as few people as you d like. Contacts Menu 1. Click Groups in the Contacts Menu 2. Scroll to locate the Group you want to chat with. 3. Select any Group you are a member of and start chatting! 18 HUD Web 1.4.4 User Guide
Docked Groups 1. Hover your mouse over the group avatar to view the actions menu. 2. If you are a member of that Group you can click Chat. Conference Room You can also Chat with fellow participants in a conference room. 1. Under Conferencing, hover your mouse over the avatar of an active conference room. Click Chat. 2. Or, while in a conference room, click the Chat tab. Creating a New Group Want to chat with a group that doesn t exist yet in HUD? No problem! You can build a New Group in seconds! 1. When you have the Groups tab selected, click New. 2. On the New Group menu, name and describe your group. 3. Now you can hand-pick your new team by searching for individuals in the Members field. 4. Finalize by clicking Create Team. 19 HUD Web 1.4.4 User Guide
Search chats To search through a previous chat conversation, navigate to the individual, group, or conference room with which the conversation took place and select the Chat tab. 1. Enter a keyword or phrase into the Search box. 2. Click the and buttons to browse any instances of your keyword or phrase in previous chat conversations. HINT: If the chat session recently occurred, you can quickly find it by clicking Recent in the Company Directory. 20 HUD Web 1.4.4 User Guide
File Sharing File Sharing comes in several flavors. You ll find it practically everywhere! NOTE: To enable file sharing on IE 11 (Internet Explorer), follow these steps. Chat Drag and Drop You can drag a file right from your computer into an active chat conversation. Chat Attach 1. In the chat window, click the Paperclip Icon. 2. Choose the source of the file you wish to share (e.g. Dropbox, Google Drive, your computer). 3. Select the file you wish to share. Boom! It has been sent, and you re all done. HINT: If you re not already, you will be asked to log into your chosen File Sharing service. Avatar Hover You can also share a file by hovering over an avatar image. Click File Share, and then follow steps 3-4 above. 21 HUD Web 1.4.4 User Guide
Downloading shared files A shared file appears as an icon in your chat box. 1. Click the icon of the file you wish to download. 2. A box will appear with a list of shared items. 3. Select a file and confirm it is the one you want by looking at the preview on the left. 4. Click Download Current. 22 HUD Web 1.4.4 User Guide
Conference Calling Host an audio conference from wherever you are! Getting there is a chooseyour-own-adventure situation. Every story has a happy ending because you can start or join the way you prefer. Start a conference call 1. Start by selecting the Conferencing icon on the main menu. 2. Click Find Free Room & Join. Find your favorite spot 1. Find a specific room one of three ways: Scroll through the list of rooms, looking for your party. Know the name or number of the room? Enter it into the Search bar. You can also choose to Sort By Room number. 2. Hover over the room Avatar and click join. Click on the room description to see a full list of who s there before you join. Join from an active call 1. From the active call menu, click Conf Room. 2. Select a conference room from the Transfer menu 3. Click Join. 23 HUD Web 1.4.4 User Guide
Invite others to join It s time to fill up your conference call with top-notch attendees! By name 1. Click Add Someone to invite another person to join the conference. 2. The invitee will receive a call with the room Caller ID. 3. Once they click Accept, they ll be placed in the conference. Drag and drop Another easy way to add someone to your conference room is to drag their name from your Contact Menu or Dock to the Conference Call Menu. Join a conference call Someone already started without you? Jump right in without missing a beat! 1. Click the Conferencing icon on the main menu. 2. Find your audio conference room one of three ways shown under Find your favorite spot. 3. Click on the Room and click Join. 24 HUD Web 1.4.4 User Guide
Leave a conference call To leave a call, all you have to do is click Leave on the Conference Call Menu. HINT: If you re suing a desk phone, you can also simply hang up to leave a conference call. HUD will detect that. Kicking someone off We know you might be tempted to overuse this one but we re confident you can handle this kind of power! 1. To kick a participant off of the conference call, hover over their avatar and click Kick. NOTE: They will be informed that they ve been kicked. You can t write it off as a bad connection. 25 HUD Web 1.4.4 User Guide
Voicemail & Recordings Click the VM & Recordings icon on the main menu to view your voicemails and recorded calls. Checking voicemail You can access, listen to, download or delete your voicemail messages without ever picking up a phone! Just follow these easy steps: 1. Select the Voicemails tab on your VM & Recordings menu. 2. Select the voicemail you d like to listen to by clicking anywhere inside the message menu. Jeff OMalley NOTE: If your Fonality system has voicemail transcription, you will see text transcriptions of all available voice messages. 3. Here, you can listen to your message by pressing the button 26 HUD Web 1.4.4 User Guide
Managing voicemail There are several action items available for voicemails. From the Actions dropdown, you can mark all messages as Read or Unread or Delete all read voicemails. From the Sort By dropdown, you can sort messages alphabetically, by date received, or by whether they re marked read or unread. Below individual voicemail messages, you have the following options: Call the caller back Download the message Mark message as unread Delete message 27 HUD Web 1.4.4 User Guide
Call Center The Call Center menu is great way to organize multiple calls, reduce hold times and maximize your customer interactions all at once! Managing queues 1. Click the Call Center icon on the main menu to view any queues you re authorized to view. 2. You can view My Queues or All Queues by selecting the tab. 3. Click the My Status tab to log in and out of particular queues. NOTE: When you have the My Queues or All Queues tab selected, you can sort queues by seven different options including Longest hold time and Calls waiting. For customers who want even more call center solutions, advanced functionality can be added to our Professional and Ultimate editions. Unanswered queue call transfer When a queue call has gone unanswered too long, queue managers can transfer directly to an available agent or other team member. Drag and drop 1. Click the caller icon and drag it to an available agent. 2. You re done! The agent s phone will ring and the caller will be removed from the queue. 28 HUD Web 1.4.4 User Guide
Search Find anything in HUD with ease! If only you could use the Search function to find your keys 1. Click the Search icon on the main menu. 2. Enter a Contact Name, Team, Queue or Conference Room. 3. Click Search. 29 HUD Web 1.4.4 User Guide
Dock Customizing your dock The Docking Area is your new best friend! Customize this open space with the Contacts, Groups, Conference Rooms and Queues you use most often through simple drag-anddrop. By default, My Queues and Parked Calls will always appear in the Docking Area. To add an item to your Docking Area, simply drag and drop the icon onto the dock! It s that easy! To remove an item from the Docking Area, hover over the icon and click Undock. 30 HUD Web 1.4.4 User Guide
Settings To open the Preferences Menu, click the preferences icon in the top right corner of HUD. General Under the General tab, you can customize your Interface Settings and Dashboard, edit Softphone and Sound preferences, and set up an Auto Away for when you become inactive. Adding a personal photo/avatar Add a picture or avatar to your profile to make yourself instantly recognizable! 1. Start on the Preferences Menu and select the My Account tab. 2. Under My Personal Information, click Upload to browse the images on your computer. 3. Select the image you want and click Open. Would you look at that, you ve got a new avatar! 31 HUD Web 1.4.4 User Guide
Web Launcher Our patented Web Launcher feature gives you the power to automatically open a webpage when you answer and/or hang up a call. Just like that, HUD integrates your calls with your CRM, accounting, web search, and more. General settings Outbound calls Inbound calls 32 HUD Web 1.4.4 User Guide
Web Launcher variables you can use %%caller_number%% Number of the party on the other end of the call. %%caller_number_raw%% Same as %%caller_number%%, except stripped of all non-numerical characters (such as "-" dash). %%caller_name%% Name of the party on the other end of the call -- when presented by HUD, Outlook, your PBX (see Set Incoming Caller-ID Name), or your telco provider %%my_extension%% Your extension. %%duration%% The duration of your call in seconds, minutes and hours. For example, 2 minutes 34 seconds would be passed as 02:34. Useful for example if you manually start the web-launcher by right-clicking on the call and selecting a weblauncher action, or clicking the weblauncher button on the call alert. %%type%% Call type: either "inbound", "outbound" or "queue". %%username%% (may be disabled in newer builds for security reasons) Your username for accounts that require authentication. Your Fonality HUD username. %%password%% (may be disabled in newer builds for security reasons) Your password for accounts that require authentication. Again, just your Fonality user password. 33 HUD Web 1.4.4 User Guide
Customize Your System Optional Features The following options are included with our Ultimate bundles and available for as an add-on with our Professional Edition. Click links to learn more. Video Collaboration Voicemail Transcription Advanced Call Center Eliminate separate video conferencing and online meeting services with our integrated solution. Never listen to boring voicemail again! Have them converted to text and get through them faster. Provides powerful advanced queues, training tools, and reporting for improved business performance. Integrations HUD Web works with other tools you use. Here are some popular examples and where to find more information: Intellinote Zipwhip Salesforce Click to Dial Integrate flexible, virtual spaces for managing projects, tasks, and the documents they need to get it all done. Available as an add-on for eligible customers on our 14.x platform. Send and receive texts from a number people trust yours! Available as add-on for eligible customers on our 14.x platform. Enhance your experience by linking your Fonality system to your Salesforce CRM. Free for customers. Click to Dial converts phone numbers into hyperlinks that dial using your Fonality line when clicked. Free for customers. Talk to your Admin or one of our Fonality experts for more information. 34 HUD Web 1.4.4 User Guide
Additional Resources Armed with this User Guide, you re all set to get start using HUD Web. But there s so much more! Here are additional tools to help you get the most out of HUD: Fonality Academy Click here to explore and register for live online training including FA101 New User Training and FA201 Advanced User Training. Training is also available for Administrators and Partners! Get Support Visit fonality.com/support for how-to videos, downloads, or start a chat with a member of our support team. For 24/7 phone support, call 866-FONALITY (866-366-2548). 35 HUD Web 1.4.4 User Guide