Buddy User Guide. 1

Transcription

1 Buddy User Guide 1

2 Contents Please click titles to navigate through the guide CHAPTER 1 What is Buddy TM and first steps Setting up Buddy TM on your browser and logging in 3 CHAPTER 2 Interface introduction Buddy TM interface overview 4 Up and running with tabs and columns 5 Column filters 6 CHAPTER 3 Using Buddy TM Columns: Extensions, favourites and phonebook 7 Columns: Voic 8 Columns: History 9 Columns: Status feed 10 Tabs: Settings 11 Status Control tab 12 Greetings tab 13 General Settings tab 14 CHAPTER 4 All About Calling Making a call 15 Receiving a call 15 Transferring a call 15 CHAPTER 5 Using Chat One to One Chat 16 Group Chat 17 CHAPTER 6 Frequently Asked Questions How do you access you voice mail on Buddy TM? 18 How do you create a voice mail on Buddy TM? 18 How do you dial out from Buddy TM? 18 Where are your missed calls on Buddy TM? 18 How do I have my extension calls to my mobile phone? 18 How do I set my phone to no not disturb? 18 Can I add people to my phonebook?

3 CHAPTER 01 What is Buddy TM and first steps Buddy TM it s a tool that allows users, to show their presence to other staff in their organisation. Buddy TM also allows you to work from anywhere by using the web application in your browser. Your team can set their availability to take calls, see who s free for a call transfer, integrate their mobile, desk phone and calendar, record calls, and much more. Setting up buddy on your browser and logging in 1) For best performance we strongly recommend you use Google Chrome. Although other internet browsers such as Firefox, Safari, Opera will also work. Internet explorer does not work. RECOMMENDED NOT SUPPORTED 2) Now enter the URL address ed to you by ConnectMe in your Web browser (Chrome), if you have not yet received this please contact our service team: support@connectnz.co.nz phone ) Next add your login username and password that was also provided to you in the with the URL 4) Select Remember me 5) You will then be in Buddy TM and your screen should now look like this screenshot. CREATING A SHORTCUT FOR BUDDY IN GOOGLE CHROME (Windows only) -On the browser toolbar, click the Chrome menu -Select Tools. -Select Create application shortcuts. -Choose where you want to see shortcuts on your computer. -Click Create. 3

4 CHAPTER 02 Interface introduction Buddy was designed to manage your work availability, the following features will help you to easily be contacted by everyone in your organisation. Anywhere, anytime. Tabs and columns Buddy features are organized in tabs containing columns. You can create as many tabs and columns as you need. Status bar Here you can define your status and presence. You can choose from the predefined statuses or define a custom one. TAB COLUMN Current notifications panel Here you can review all the activity registered in the current session, like calls, messages, and voic . COLUMN RENAMING To keep your columns better organized, you can then rename the column by double clicking on the title of the column. Main search dialog This is a very powerful feature to find a contact easily. Start writing a name or a number and the results will narrow accordingly. CALLS AND MESSAGES THROUGH THE SEARCH DIALOG To make a call, just type into the search box the extension number or outbound number (don t forget the prefix!) you want to call, and press the call icon. You can do the same with the chat icon and the chat column will open. Horizontal scrolling To help you navigate easily through the columns, you can simply drag left or right over the columns menu. Clicking over the items will also work

5 Icons Our icon set was developed to identify tasks and features easily. Make Call / Retrieve Call Outbound Call Inbound Call Missed Call Hold Call Hang Up Call Chat Dismiss Chat Add to favourites Start Transfer Unannounced Transfer / Complete Transfer Announced Transfer Cancel Transfer Listen Recorded Call Listen/Leave Voic Wrap Up / Annotate Delete Up and running with tabs & columns Columns and tabs are very useful to create groups of contacts and access them quickly, saving time. Here we will show you how to filter, arrange, create and delete them as you need. Edit column If you need to create a custom column for a specific purpose, just create a new column and add filters accordingly. We have created a big set of filters for you. Remove or arrange columns You can easily move columns, to your preferred order of priority. once you are done using a column you can remove it. Create a tab By clicking on the plus button after the columns you will access the Create new tab menu where you can create tabs as you need. Create column Click the plus button to add different columns according to your needs. Remember that you can create, edit and delete columns as many times you need. REMOVE MOVE LEFT MOVE RIGHT 5

6 Columns filters Filters are the main feature to make custom columns, here we will review all the filters thoroughly. Extensions filter When browsing on your extensions, you can easily narrow results according to your needs. You have the following options: Contains: To search for a specific word, Starts With and End with: To type the desired name, Extensions: To search for an extension, and Location: To search by location. Favourites Filter The Favourite column was designed to have all your favourite contacts closer. You can Add them from your Extensions, Phonebook or also manually. Also you can Reorder them by using the arrows. CREATING A CUSTOM TAB WITH CUSTOM COLUMNS Let s pretend you work in a bank. And you need to supervise the agents who are attending calls regarding house loans. To check on them and call them easily, you can create a tab called Home Loans. Inside you can create the following tabs: Favourites (To contact them quickly), Status Feed (To see what are they doing) and then add the Home Loans agents to it. If you need to see all of their calls in detail, we will get to that in the Reports section. ADD REORDER NARROWING FILTER RESULTS USING SQUARE BRACKETS To make quick custom columns or to get multiple results at once, you can use square brackets [ ] in the filter field. So if you want to get all the names starting with A only, you write [A] in the Starts with filter field. If you want to get creative you can also add more letters, like [ABC] you will get all the names starting with A, B, and C. Also if you want to make custom columns alphabetically, you can use [A-F] to get all the names starting with A, B, C, D, E, F. This is very handy when it comes to make custom lists. This also works for Ends with and Contains filter. Phonebook Filter The Phonebook filter is very similar to the extensions filter, it has the same options except the Location option. 6

7 CHAPTER 03 Using Buddy Now after having most of the elements of the interface clear, you can start using buddy. Columns: Extensions, Favourites and Phonebook YOUR PHONE WILL RING, PICK IT UP AND TALK It is very important to remember that most of the call actions in this guide are operated with the physical phone on your desk, your cordless phone or your mobile phone. When making calls through Buddy TM, you phone will ring, the phone system will not place outbound calls until you pick up the phone. Search Dialog This search dialog works in the same way as the main search dialog, as you type (numbers or names), the results will narrow, you can also arrange the results by: - Alphabetical Order - Reverse Alphabetical Order - Ascending extension number - Descending extension number Contact Dialog When you click the required contact name, a full set of interactions will display: Call: Just click the phone icon, your phone will ring, pick it up and talk. Voic You can leave a voic to this contact just by clicking the icon, your phone will ring, pick it up and talk. Chat: This action is intended for text-based communications Extension: This is the extension number assigned to the contact, so clicking the call button will start a call, your phone will ring, pick it up and talk. 7

8 Columns: Voic Managing your voic is easy with this column. You can listen to the messages everywhere and anytime or you can call the contact back. Mailbox Filter If you are monitoring more than one voic box you can filter them by extension. Call back By clicking the call icon, you can return the call, your phone will ring, pick it up and talk. Delete If you don t want to keep a message, just delete it. Listen Just click the voic icon to hear the message, your phone will ring, pick it up and listen. Save Click the star button to save the contact to your favourites column Leaving a Voic If you prefer to leave a message instead of calling, just press the voic icon, and you willl be directed to the voic of that contact 8

9 Columns: History Buddy will keep track of all your activity, you will find all activity details such as date, time, extension, length and more Filter by Period With this filter you can choose the period of time you need to get the information from. GETTING THE MOST OUT OF BUDDY WITH ADVANCED SEARCH To make more accurate searches inside the search column, press the search icon to display the Advanced Search dialog. There you will find several options to find the exact call (or group of calls) you are looking for. You can search by date, by extensions, queues, codes and numbers. Filter by Criteria You can add filters by clicking the Add Filter menu, then you will have the following criteria to choose: Contains, Starts With, Ends With, Extensions, Queues and Codes. Save Click the star button to save the contact to your favourites column. Listen To Recording Click the tape icon and you will get the Call recording dialog, there you can listen and save the call for your records. Call back By clicking the call icon, you can return the call, your phone will ring, pick it up and talk. Missed Call This red icon, indicates you missed a call. CALL RECORDING DIALOG 9

10 Columns: Status Feed The Status Feed allows you to see all your contacts organized by their status, this column is very useful to see when your colleague went out for lunch or started a meeting. Contact Dialog When you click the required contact name, you will get the same contact dialog shown in the Favourite column with a full set of interactions will display: Call, Voic , Instant Messaging and Extension. 10

11 Tabs: Settings In the settings tab you will control how to display your presence in buddy, from choosing your avatar to how the notifications will be displayed. Status Control Here you can customise how your status is displayed, making easier for your contacts to see if you are avalaible. Greetings Here you can record a custom greeting for your voic , don t forget to keep the message clear. General Settings Here you can define most of the behavior of Buddy like loging in and out, statuses and contact behaviour. Notification Settings Here you can define set up how the current notifications will display on the left hand side panel. 11

12 Status Control Tab Manage your presence properly is the key to getting the best of Buddy, this way you can efficiently show the rest of your organisation what you are doing. Selected Status Here you can define how your presence will behave according to the status you choose and change your status message and title permanently. Voic Greeting Here you can choose your own custom message. To create it go to to greetings tab next to the status control tab. This is the message your callers will listen before leaving a voic Do Not Disturb Calls will go directly to the voice mail applied to status e.g., meeting status. Call Forwarding Allows you to add a Mobile Number or DDI that you want calls to be forwarded to. When you click, you will see a menu with 3 options: Off, Immediate, Busy/No Answer. Please ensure you have your outside line prefix added in front of the number. Queue and Hunt Group Membership This feature will help you to customise your presence on the different queues you are subscribed by choosing if you want to be logged in or logged out in a queue when you choose a certain status, i.e., you can choose to be logged in in the service queue only when you have your agent status Mobile extension / Follow me When enabled people that call your extension are diverted to your mobile. Please ensure your IT team has added your mobile number into your Buddy first. 12

13 Greetings Tab Creating your personalised Greetings 1) Select Greeting tabs, next to the status control tab. 2) Select Create new recording. 3) Transcript box allows you to type out your voic message, so you can read along while you record it. 4) If you tick the Unavailable message then all the statuses that haven t been configured with another message will automatically inherit this greeting. 5) Busy/on phone message. 6) Click Record, your phone will ring, answer and then follow the audio instructions before hanging up. 7) Once you have saved your greeting you can then go into status control and associate your greetings with your statuses. Some people get nervous when recording their greetings. That is the reason the transcript box exists. Type out your message before recording it. This will make you think about what you are going to say before you start recording. You can read the transcript from the screen when recording the message. You will sound confident and professional. 13

14 General Settings Tab If Status Control was the place to customise your presence, in General Settings you can define most of Buddy configurations. Display Name Here you can change your display name, it won t affect your credentials, so don t worry! One Touch Transfer This enables transfer controls on contacts as soon as you are on a call, so you can transfer that call immediately. Extension Number Set your default extension number, in case you own multiple extensions. Auto Login Buddy automatically logs you in. Default login status This defines your default status as soon as you log in. Avatar Add a picture of yourself so people can recognize you. Default logout status Select one of the offline statuses so that every time you logout of Buddy you are automatically seen as offline, if you leave this status blank, buddy will prompt you to logout with a specific offline status Default contact behaviour You can choose whether you would like your contact cell to open up automatically on mouse over or when you click on it Default notifications Here you can define what type of notifications you will get when you are receiving a call 14

15 CHAPTER 04 All About Calling Our main goal is to make calling simpler than ever, so we will review how to manage calls in detail. Making a call 1) Making a call is very simple, just look for the contact you want to call and click the call icon 2) Then your phone will ring, pick it up and talk 3) Please note that the status icon of the person you are calling and yours will turn red. Receiving a call 1) Whenever your getting a call on Buddy your phone will ring. Also you can choose to have more visual and sound notifications on your settings configurations. Transferring a call 1) Whenever you are getting a call, your phone will ring, pick it up. 2) Active call appears on the left hand side in the notifications panel under your name and extension number 3) In the Home tab, two icons will show on your contacts 4) The first icon allows you to make an unannounced transfer 5) The second icon allows you to make an announced transfer, once you select the icon of that contact you will call the contact and you will be able to ask if they are available to talk (the call waiting to be transferred will listening to music). 6) If the contact accepts the call select phone with arrow then hang up the phone 7) If contact can t take the call select phone with X you will then get the call back 2) ACTIVE CALL 5) ANNOUNCED 4) UNANOUNCED 6) COMPLETE TRANSFER 7) CANCEL TRANSFER 15

16 CHAPTER 05 Using Chat To receive messages while you are on the phone, you can use our chat feature. 1) TYPE CONTACT NAME One-To-One Chat 2) CONTACT INFORMATION DISPLAYED 3) CHAT ICON To start a chat conversation with another Buddy User: 1) Type the person s name on the search field and click on his name. 2) There you will have all their contact information available 3) Click the chat button 4) The chat window will appear. NOTIFICATIONS Every time you get a message on a One-To-One chat you will get one visual and audio notification. 4) CHAT WINDOW GREEN TICK When in a one-to-one chat, you can confirm that the message has been received when the green tick beside the date appears. Reviewing different chat conversations If you are having multiple chat windows, you can manage them easily by using the notification sidebar. Active windows This icon shows you how many conversations you are actually having. Current conversation window To switch between different conversations just double click the three dots. The active conversation will be highlighted with a green border on the right. Close window When you are finished, you can close the window clicking any of these X icons. 16

17 Group chat The group chat works very much like the one-to-one chat, the only main difference is how notifications are managed, that will be explained in the next point. Any person with conference extensions enabled can host a group conversation. 3) CLICK CONFERENCE IM ICON To join a group conversation: 1) Define who will be hosting the group chat 2) Search that contact and click its name 3) On the contact details, click chat icon under the conference number 4) You just joined the group conversation 4) YOU HAVE JOINED THE GROUP Notifications on group chat Notifications work differently when you are in a group, you will get only the notifications that you ve been mentioned only. To mention someone you just need to double click the contact name on the sidebar. Group Members This is the list of people who are currently in the group, click one of their names to mention them Close chat window By clicking any of these X icons, the window will be closed. You can join the group conversation again just by clicking the group chat icon as before. After clicking the name, the contact name will appear on the group field text, you need just to write the message and press enter. That message will be notified to that contact. Messages without any particular mention are considered group messages and are not notified. 17

18 CHAPTER 06 Frequently Asked Questions Q: How do you access you voic on Buddy? A: Buddy notifies you when you have a new voic on the left side of the screen, just press the voic icon with the arrow and listen. Refer to Voic column page. Q: How do you leave a voic on Buddy? A: Very easy, find the contact first, click, the menu will display and click the voic data, your phone will ring, pick it up, and follow the instructions. Refer to Voic column page. Q: How do you dial out from the Buddy System? A: Most of our customers are preconfigured with a 1 to dial out. You can dial out from the Buddy system at the top of Buddy where it says search or Dial add the number there with the prefix, select the phone icon to call on the right. Your deskphone or mobile will ring answer and then the call will go through to the destination. Q: Where are your missed calls on Buddy? A: Missed calls in Buddy show in the History column, open that up and the missed calls show as a read cross next to the number. Refer to History column page. Q: How do I have my extension calls follow me to my mobile phone? A: This is done in status control, in settings. Select what status you want to use, then you will see the option on the screen for mobile extension follow me. Have that box ticked. Vadacom has to preconfigure on the back end the users mobile number. Refer to Status Control page. Q: Can I add people to my phonebook? A: You can t add people to the phonebook, if the person at the company has admin rights they are able to do it, otherwise we tell our customers to send us a spreadsheet with contacts that they would like and we will import it onto the system so that everyone in the company has access to that exact phonebook. 18

19 Thank you for your time! If you have any questions, please contact our service team: phone