Receptionist Small Business

Transcription

1 Receptionist Small Business Administrator Guide Revision 1.0 GCI Ltd Global House 2 Crofton Close Lincoln Lincolnshire LN3 4NT Copyright GCI 2012 GCI Receptionist Small Business - Administrator Guide.doc 1 of 23

2 Copyright Notice Copyright GCI 2012 All rights reserved. Any technical documentation that is made available by GCI Limited, is proprietary and confidential and is considered the property of GCI. This publication is distributed under the GCI Non-Disclosure Agreement only. No part of this publication may be duplicated or shared with any other 3 rd party, without the express written permission of GCI. It is explicitly for the use of contracted partners only. GCI reserves the right to make changes without prior notice. Copyright GCI 2012 GCI Receptionist Small Business - Administrator Guide.doc 2 of 23

3 Document Revision History Release Version Reason for Change Date Author Document created 31/08/2012 GCI Product Line Copyright GCI 2012 GCI Receptionist Small Business - Administrator Guide.doc 3 of 23

4 Contents DOCUMENT REVISION HISTORY INTRODUCTION Overview Audience Receptionist Small Business versus Receptionist (Enterprise) REQUIREMENTS Hardware Requirements Software Requirements Platform Requirements Interoperable Phones Licensing Requirements Network and Firewall Requirements PROVISIONING Provisioning Receptionist Small Business Add-On for a New User Provisioning Receptionist Small Business Add-On for an Existing User CONFIGURATION Configuring Monitored Users DOWNLOAD AND INSTALLATION Download Installation LOGIN AND PASSWORD MANAGEMENT Startup and Login Copyright GCI 2012 GCI Receptionist Small Business - Administrator Guide.doc 4 of 23

5 6.2 Username and Password Management WHAT NEXT? TROUBLESHOOTING Installation Running Receptionist Login Process Copyright GCI 2012 GCI Receptionist Small Business - Administrator Guide.doc 5 of 23

6 1 Introduction 1.1 Overview Receptionist Small Business is a powerful, software-based attendant console for use by Receptionists who manage calls for small businesses. An enterprise version (Receptionist) is available for medium and large enterprises. Working in conjunction with your desk phone or soft phone, mobile device etc. Receptionist is an application that allows you to control calls, monitor the lines of employees, manage directories and use productivity tools all from a PC. Receptionist is deployed on a Microsoft Windows platform and/or Citrix Presentation Server platform. This document details how to provision using the Service Delivery Platform and deploy Receptionist Small Business to end customers. 1.2 Audience This document is intended for those who are responsible for the provisioning of end customers using the Service Delivery Platform portals and those who are responsible for deploying end user applications. It is highly recommended that you are very familiar with GCI Voice and Provisioning services, Telephony, Windows platforms and IP Networking. 1.3 Receptionist Small Business versus Receptionist (Enterprise) This guide describes administrator tasks for deploying Receptionist Small Business edition. The steps for deploying Receptionist (Enterprise) edition are the same, apart from a different User Feature Package Add-On is required. The Enterprise edition then has more features available when the User logs in to the Receptionist application. The following feature matrix highlights the differences between each of the editions: Feature Receptionist Receptionist Small Business Call Control Call Control - Dial Other Call Control - Accept Call Control - Hold Call Control - End Call Control - Blind Transfer Call Control - Consult Transfer Copyright GCI 2012 GCI Receptionist Small Business - Administrator Guide.doc 6 of 23

7 Call Control - Three-Way Call Conferencing Call Control Voice Mail Handle Multiple Calls Simultaneously Last Redirected Support Directed Call Pick-Up Camp On Operator Barge-in Day/Night Mode Queuing ACD ACD States Queue Monitoring Queue Manipulation Queue Logs Call Centre Integration Client/Server Auto Network Sensing Sign-in Automatically Power Management Support Multiple Instance Support Keep Alive Heartbeat to GCI Requires Java Installation Accessible Application Env. Variables Usability Caller ID Callee ID Switchboard Company Notes Company Profile Messaging Dial from Outlook Contacts Keyboard Shortcuts Customizable Panel Sizes Touch Screen Support Repositories Personal Directory Copyright GCI 2012 GCI Receptionist Small Business - Administrator Guide.doc 7 of 23

8 Group/Enterprise Directory (Monitoring limited to 200 static and 300 dynamic users enterprise-wide) Monitored Contacts Directory Speed Dial 8/100 LDAP Directory Outlook Directory Multiple Directory Support Call History/Logs Call Stats Contact Notes Contact Status Mass Contact Support (40,000) Multiple Directory Views Keywords Contacts Search Custom Search Filter Integration Outlook Integration CLID via Outlook Citrix Support GCI Integration GCI Services Call Forwarding Always (Day/Night Mode) Voice Messaging User (Day/Night Mode) Customization Themes Localization Feature Restrictions Support Online Help Tooltips Web Deployable Managed Network Deployable (Silent) CD-ROM Deployable Silent Check/Auto Update (Monitoring limited to 30 users enterprisewide) Copyright GCI 2012 GCI Receptionist Small Business - Administrator Guide.doc 8 of 23

9 2 Requirements In order to successfully install and use Receptionist, the following installation and licensing requirements should be met: 2.1 Hardware Requirements Microsoft Windows Platform The hardware requirements for the Microsoft Windows platform include: 1.2 GHz or higher Pentium 3 or compatible CPU 512 megabytes (MB) of RAM recommended minimum; more memory generally improves performance 60 MB available hard disk space Video graphics card with minimum of 8 MB of RAM Super VGA monitor (15 inches or larger) 800 x 600 screen resolution minimum TCP/IP connectivity to the destination detailed in the Firewall and Network Guide (port 2208) Citrix Presentation Server The hardware requirements for the Citrix Presentation Server include: 2.0 GHz or higher Pentium 4 or compatible CPU. Minimum 2 GB of RAM. 60 MB free disk space per application installation. TCP/IP connectivity to the destination detailed in the Firewall and Network Guide (port 2208) Citrix ICA Client Workstation The hardware requirements for the Citrix ICA client workstation include: 1.2 GHz or higher Pentium 3 or compatible CPU. 128 megabytes (MB) of RAM. Video graphics card with 8 MB of RAM minimum. 800 x 600 screen resolution minimum. Network connection of minimum 56 KBps speed. Local admin rights are required to carry out the installation so you must use a Windows user account with administrator-level access. Copyright GCI 2012 GCI Receptionist Small Business - Administrator Guide.doc 9 of 23

10 Some anti-virus software can cause problems when installing other software so consider temporarily disabling your anti-virus application for the duration of this installation; remember to enable it again as soon as the installation is complete. 2.2 Software Requirements Receptionist Small Business software requirements include: Windows 2000 with SP4 (or higher), Windows XP, Windows Vista, Windows 7, or Citrix Presentation Server 3 or 4. Sun Microsystems 32-bit Java Runtime Edition, Version 6 Update 23, or later. Outlook 2000 SP3, 2002/XP SP2, 2003, and 2007 (required for Outlook contact directory). Microsoft Excel (Optional). Flash Player 9 Runtime (ActiveX Control). Citrix Server Impacts: The application can be published on to a Citrix server via the Management Console for MetaFrame. Sun Microsystems 32-bit Java Runtime Edition, Version 6 Update 23, or later. Citrix Workstation Impacts: The Java Virtual Machine is not required on the workstation in this deployment. 2.3 Platform Requirements The platform requirements include the following: For Flash Player 9 Runtime Citrix Permissions configure the following: Using regedit, find the following key: HKCR\CLSID\{D27CDB6E-AE6D-11cf-96B } NOTE: On 64-bit Windows this key is located under HKCR\Wow6432Node\CLSID\{D27CDB6EAE6D-11cf-96B }. Remove any permissions for the Everyone group. Click the Advanced button and check the box to propagate the permissions to all child objects. Add the Everyone group and give it Read permissions on the key. Click Advanced and propagate the permissions to all child objects. Repeat the removal of any permissions on the subsequent key with the following: HKCR\CLSID\{D27CDB70-AE6D-11cf-96B } Copyright GCI 2012 GCI Receptionist Small Business - Administrator Guide.doc 10 of 23

11 2.4 Interoperable Phones All phones that have undergone successful interoperability with the GCI platform are supported for basic call control capabilities. Enhanced call control functions are capable with phones that comply with GCI Application Integration. To determine the features your phone supports, including the number of available call appearances and support for the advanced call control specification, see the corresponding GCI Device Overviews. 2.5 Licensing Requirements End users must have the Receptionist Small Business Add-On assigned to their GCI service in order to use Receptionist Small Business edition. The Receptionist Small Business User Feature Package Add-On must be in your Service Offering to be available to provision. Please note that existing customers subscribed to your Service before the availability of Receptionist Small Business will need to be re-subscribed in the SPA and the Site(s) resubmitted in the SPA before the Add-On is available to the Customer. If Receptionist Small Business is not in your Service Offering and you wish for it to be added please contact Account Management. See below for details on how to assign the Receptionist Small Business Add-On to Users. 2.6 Network and Firewall Requirements Protocol Destination Destination Port Proprietary applications.yourservices.co.uk TCP 2208 In addition to the above you may need to allow communication between the Receptionist client and GCI Services through your network, firewall, proxies etc. The local requirements can vary from installation to installation; ask your system administrator for these details if you need them. Copyright GCI 2012 GCI Receptionist Small Business - Administrator Guide.doc 11 of 23

12 3 Provisioning In order to use the Receptionist Small Business edition application a User must have: 1. The chargeable User Feature Package Add-On Receptionist Small Business assigned 2. A device provisioned. Simply assign the Add-On using either the Service Provisioning Application or Business Portal to new or existing users. Examples showing how to assign the Add-On using the Business Portal for new or existing users are below: 3.1 Provisioning Receptionist Small Business Add-On for a New User Under Service >> Employees >> Activations >> New Activations Step 1 1. Enter and select the required settings and under Optional Add-On Feature Packages tick the check box to assign the chargeable Receptionist Small Business Add-On. 2. Check that you are happy with the settings and options and click Next. Copyright GCI 2012 GCI Receptionist Small Business - Administrator Guide.doc 12 of 23

13 3. Continue to provision the User as normal. You have assigned the Add-On; the user will be able to log in to the application and the feature will be available to configure under Feature Settings (see Configuration section below) once the User has been activated. Copyright GCI 2012 GCI Receptionist Small Business - Administrator Guide.doc 13 of 23

14 3.2 Provisioning Receptionist Small Business Add-On for an Existing User Under Service >> Employees (select an existing User) >> Service Settings 1. Tick the check box under Optional Add-On Feature Packages to assign the chargeable Receptionist Small Business Add-On. 2. Click Apply 3. Continue to provision the User as normal. You have assigned the Add-On; the user will be able to log in to the application and the feature will be available to configure under Feature Settings (see Configuration section below) once the User has been activated. 4 Configuration Receptionist Small Business is available to configure in the Business Portal under: Copyright GCI 2012 GCI Receptionist Small Business - Administrator Guide.doc 14 of 23

15 Service >> Employees (select an existing User) >> Feature Settings >> Receptionist Small Business 4.1 Configuring Monitored Users Each Receptionist edition varies in its support for contact monitoring. The following table describes the capabilities: Edition Contact Directory Scope Monitored Users Receptionist Small Business Customer wide 30 max Receptionist Enterprise Customer wide 200 max max dynamic Copyright GCI 2012 GCI Receptionist Small Business - Administrator Guide.doc 15 of 23

16 This allows you to search and select up to 30 users within the Customer for the Receptionist Small Business edition to monitor the status of (idle, on a call etc.). Use the Search function to find Users that the Receptionist wishes to monitor. Select and add the Users to the Assigned User list box. The Receptionist will be able to monitor all users (up to 30 for Small Business edition) that are in the Assigned Users list box. Click Apply or Ok when complete. 5 Download and Installation 5.1 Download All Receptionist editions use the same download and installation. The current version of Receptionist is available from: Copyright GCI 2012 GCI Receptionist Small Business - Administrator Guide.doc 16 of 23

17 using the username downloads and the password myapps. This document assumes you are deploying the default, white label Receptionist application. Note that you may have a custom, branded version(s) of the Receptionist application. This will be available from a different location. Contact GCI Partner Management for details. It is advisable that you keep up to date with new version downloads and host the installation packages yourselves on your own website for your customers. Download and save the installation package. 5.2 Installation Log in to an administrator-level user account on the Windows workstation that Receptionist needs to be installed onto. To begin installing Receptionist, double-click the downloaded installation file and click Next. Copyright GCI 2012 GCI Receptionist Small Business - Administrator Guide.doc 17 of 23

18 Browse to a folder to install the application or leave as default and then click Next > Follow the installation prompts. Copyright GCI 2012 GCI Receptionist Small Business - Administrator Guide.doc 18 of 23

19 Click Next to commence the installation. Copyright GCI 2012 GCI Receptionist Small Business - Administrator Guide.doc 19 of 23

20 Once Receptionist and any third-party software have finished installing, click the Finish button to close the installer. 6 Login and Password Management 6.1 Startup and Login To start Receptionist, start it as you would any other Windows program. For example, double click on the Receptionist application short cut. Once the application has launched, Receptionist presents you with the login screen where you need to provide your user account information. The Username and Password is the User s GCI Application Username and Password. Enter the username and password into the appropriate boxes and click Sign In to start using Receptionist. Copyright GCI 2012 GCI Receptionist Small Business - Administrator Guide.doc 20 of 23

21 6.2 Username and Password Management Users must login to Receptionist with their GCI Application Username and Password. This may be included in the User s Welcome . Passwords are used for Receptionist login; please follow standards for Password Protection Policies. The Application Username always takes the format: Copyright GCI 2012 GCI Receptionist Small Business - Administrator Guide.doc 21 of 23

22 For example, The Application Password can be set/changed via the Business Portal as follows: To do this navigate to a User s Services in the Business Portal by clicking on Service >> Employees >> Service Settings >> Service Passwords. Select the Enterprise Assistant radio button and click Change Password. This sets the Application login password: 7 What Next? When the Receptionist signs in to the application they are presented with the switchboard, contact directories, monitored users, call control panels etc. See section 4 above for configuring the Monitored Contacts list. See the Receptionist Small Business - User Guide or the built in Help for details and more information on using Receptionist s features. 8 Troubleshooting 8.1 Installation The Installation Wizard should report back information on anything that is stopping successful installation, such as Administrator privileges, Anti-Virus, other open applications etc. Please Copyright GCI 2012 GCI Receptionist Small Business - Administrator Guide.doc 22 of 23

23 ensure that the minimum requirements are met, that the installation package is saved and run with local Administrator privileges for successful installation. GCI cannot assist with the installation process. If there is a critical bug preventing installation please raise a Support Ticket. 8.2 Running Receptionist Receptionist should be run with local Administrator privileges. GCI cannot assist with any local issues affecting the running of the application. If there is a critical bug preventing the application from running please raise a Support Ticket, attaching any screen shots to assist. 8.3 Login Process Receptionist requires a User to enter the correct Username and Password and have a current Receptionist Small Business Add-On Feature Package applied. If the Username and/or Password are incorrect or the User does not have the required Add-On then an appropriate error message will be displayed at the login process. If you are sure that the provisioning, login and licensing is correct then please check network connectivity, and the Requirements section of this document including Network and Firewall Requirements. Copyright GCI 2012 GCI Receptionist Small Business - Administrator Guide.doc 23 of 23