Zultys Mobile Communicator for Android 5.0

Transcription

1 March 15 Zultys Mobile Communicator for Android 5.0 Author: Zultys Technical Support Department This document covers basic use of the Zultys Mobile Communicator for Android application. The Zultys Mobile application extends many powerful features to Android device that increase productivity, enhance customer service and reduce costs. Zultys Mobile features include: Real-time presence status & presence notes Instant Messaging (IM) & IM alerts Visual Voice Mail Built-in softphone function Real-time call alerts & caller information Single number contact Corporate directory and extension dialing Address book integration Android Mail integration to contacts directly from Zultys Mobile Call park, hold and transfer Least cost routing Call logs and history Caller privacy Support for up to four simultaneous call sessions Z u l t y s, I n c L u c e r n e S u n n y v a l e, C a l i f o r n i a, U S A w w w. z u l t y s. c o m

2 1 Contents 2 REQUIREMENTS NEW FEATURES IN ZULTYS MOBILE COMMUNICATOR FOR ANDROID VERSION OBTAINING ZULTYS MOBILE COMMUNICATOR FOR ANDROID LAUNCHING THE APPLICATION TO LOGIN/LOGOUT TO LOGIN TO ZULTYS MOBILE TO LOGOUT RECENT ACTIVITIES SCREEN SETTINGS REMOTE MODE CONFIGURING THE SOFTPHONE CALL GROUP SETTINGS CHANGING YOUR PRESENCE AND ROLES LOGGING IN AND OUT OF A CALL GROUP, HUNT GROUP, OR OPERATOR GROUP CHANGING AGENT PRESENCE CHANGING ACTIVE ROLES MANAGING CALLS VIA ZULTYS MOBILE MAKING CALLS DIALING CONTACTS FROM YOUR ANDROID S ADDRESS BOOK ANSWERING CALLS MULTIPLE CALL SESSIONS ADVANCED CALL HANDLING OPTIONS HOLD UNATTENDED TRANSFER ATTENDED TRANSFER PARK INSTANT MESSAGES (IM) INCOMING INSTANT MESSAGES (IM) BUDDY LIST MX ADDRESS BOOK VOICE MAIL Page 2 of 31

3 14.1 SETTING AND RECORDING VOICE MAIL GREETING INCOMING VOICE MAIL MESSAGES FORWARDING VOICE MAIL MESSAGES REPLYING TO VOICE MAIL MESSAGES FAQ WHERE CAN I FIND THE VERSION NUMBER OF ZULTYS MOBILE THAT IS INSTALLED ON MY ANDROID DEVICE? WHAT ARE THE REQUIREMENTS FOR USING ZULTYS MOBILE? I HAVE A PROBLEM WITH THE CONNECTION TO THE MX SERVER WHEN I AM USING MY ANDROID DEVICE WITH WI-FI CONNECTION TO THE OFFICE NETWORK WHAT HAPPENS WHEN YOU LOG OUT? WHEN I INITIATE A CALL FROM ZULTYS MOBILE MY ANDROID DEVICE DOES NOT RING WHEN I SELECT ANSWER ON A NEW CALL NOTIFICATION MY ANDROID DEVICE DOES NOT RING 31 2 Requirements The following requirements must be met in order to deploy the Zultys Mobile Communicator for Android (hereinafter referred to as Zultys Mobile) application: Android OS version 2.3.x, 4.x.x. or 5.x.x. For optimum functionality, Zultys recommends that the MX system is running firmware release or above. 3G or LTE network (for external use). Valid MX user account with Mobile Access enabled. A Zultys Mobile Access License for each mobile user. Valid SSL security certificate installed on MX. Digital Security Certificate installed on MX. Port 7778 open and forwarded to the MX. Appropriate SIP and RTP ports forwarded to the MX if using Wi-Fi softphone from an external network. 3 New Features in Zultys Mobile Communicator for Android version 5.0 Zultys Mobile now has a deeper integration with the Android's Address Book. If a user dials a number in the Dial Pad, this number will now be checked against the numbers stored in the Android Address book. External phone numbers in the Call Log, Voice Mail screen as well as incoming calls, will also be checked against the Android's Address book. If a matching record is found, Zultys Mobile will display the name for this contact. Page 3 of 31

4 Zultys Mobile Communicator for Android now supports landscape mode view. When user tilts the phone at 90 degree angle, the application screen adjusts accordingly. Wi-Fi connection is no longer required in order to use the Softphone feature of Zultys Mobile Communicator for Android. As long as 3G or LTE mobile data connection is available, user can still make calls via Softphone. The feature can be enabled or disabled in the Settings menu of the application. When listening to a voice mail message, the user now has the option to play the message on the phone's loud speaker. The incoming call screen has been updated. User now has an option to answer the incoming call, disconnect the incoming call or send the caller to voice mail. 4 Obtaining Zultys Mobile Communicator for Android Zultys Mobile is available via the Google Play Store as a free download. To install: 1. Open Google Play Store. 2. Search for Zultys Mobile. 3. Tap on Download. 4. Install the application to your Android device. Note that a Mobile Access license must be purchased for each user requiring access to the Zultys Mobile application. Contact your Zultys Authorized Channel Partner to purchase the required licenses prior to activation: Zultys Mobile Communicator for Android part number Launching the Application To start Zultys Mobile, tap the application icon on the Android device. Select Zultys Mobile icon from the list of applications. Page 4 of 31

5 6 To Login/Logout 6.1 To login to Zultys Mobile To log into Zultys Mobile, type in the required information and tap the Login button. Username - MXIE username. Password - MXIE password. Server address - FQDN or IP address of the MX system. Auto login - If enabled, Zultys Mobile logs in automatically when the application is started. Save password - If enabled, Zultys Mobile remembers your password. Use Softphone - If enabled, Zultys mobile uses built-in softphone function to make outgoing calls and to answer incoming calls when connected to a suitable Wi-Fi or mobile data network. PIN - Enter the PIN as set in the user s MXIE to use the softphone. For more information see Section 8.2. Note: If the User account is configured for LDAP authentication, Zultys Mobile access will be authenticated against the AD/LDAP database. If you are a member of at least one Call Group, Operator Group or Hunt Group, you will be prompted to login as an Agent for the available Groups at this time. This option will be available only if the Enable Agent Roles option is active in application settings. See section 8.3 for more information. 6.2 To Logout Tap the Android s Menu key and select the Logout icon. Page 5 of 31

6 7 Recent Activities Screen After you first log into the application, you will be presented with the application s Recent Activities screen. From this screen, you can do the following: At the top of this screen is the presence bar. Your current user role and Presence state are displayed. Tap here to change your Presence, type a Presence note, or select the currently Active Role. See Section 9 for more information. Below the Presence Bar is the Recent Activity area. This is a list of your recent calls and IM exchanges. All recent chats or calls are listed here, grouped by contact name or number. Tap on the contact to open the recent Instant Message and Call History for this contact. Tap and Hold a contact in the Recent Activity area to reveal the quick contact options. Page 6 of 31

7 Click on the Sidebar icon in the top left corner of the screen to open the navigational sidebar. You can also access the sidebar by swiping your finger from the far left side of the screen to the right. Page 7 of 31

8 Click on the Dial Pad icon in the top right corner of the screen to initiate an outbound call. See Section 10.1 for more information. Tap on the Android s Menu button to open a menu along the bottom of the screen that provides access to the Settings screen, the About screen and the Logout button. See Section 8 for more information on the Settings screen. Page 8 of 31

9 8 Settings In the Recent Activities screen, tap on the Android s Menu button to access the menu on the bottom of the screen and tap Settings to edit the following options: Username - MXIE username. Password - MXIE password. Server address - FQDN or IP address of your MX system. Bound Phone - Your cell/mobile phone number. Auto login - If enabled, Zultys Mobile logs in automatically when the application is started. Use Softphone over Wi-Fi- If enabled, Zultys mobile uses built-in softphone function to make outgoing calls and to answer incoming calls when connected to a suitable Wi-Fi network. Use Softphone over Mobile Data- If enabled, Zultys mobile uses built-in softphone function to make outgoing calls and to answer incoming calls when connected to the 3G/LTE network and no Wi-Fi is available. PIN - Enter the PIN as set in the user s MXIE to use the softphone. For more information see Section 8.2. Mode - Tap to access the Remote Mode Settings screen. For more information see Section 8.1. Call Group - Tap to access the Call Group Settings screen. For more information see Section Remote Mode When remote mode is activated the following occurs: You are logged out of your active MXIE session. All of the calls and messages sent to your user extension are sent directly to your Android device. Enabled call handling rules are not applied to incoming calls. Your assigned office phone still rings when calls are received. Page 9 of 31

10 Incoming calls will be automatically forwarded to your cell phone number, if not answered within Zultys Mobile application or the assigned office phone. The remote mode indicator appears at the top of the Android screen. Tap on Mode in the Settings screen to access the following settings: Mode Select either Local or Remote. Call (sec) The number of seconds the MX system waits until forwarding calls to the mobile application when Remote Mode is enabled. Voic (sec) The number of seconds the MX system waits until forwarding calls to voice mail. 8.2 Configuring the Softphone The softphone function allows users to make calls over a Wi-Fi network or mobile data network instead of their phone s cellular network. To use the softphone function: enable the Use Softphone over Wi-Fi or Use Softphone over Mobile Data option in the Settings menu and enter your PIN number. When Softphone is enabled, the Softphone indicator appears at the top of the Android screen. The indicator will be green when the Softphone is registered and red when it is unregistered or the MX system is unreachable over Wi-Fi. To configure your PIN, log into MXIE, navigate to File and select Change PIN. Type New PIN and Confirm PIN then click OK. The maximum PIN length is 12 digits. If you do not have access to MXIE, contact your system administrator for assistance. Page 10 of 31

11 8.3 Call Group Settings From this screen you can edit the following Call Group settings: Enable Agent Roles If this option is enabled, you will be presented the option to log in as an Agent when opening Zultys Mobile. By default this option is disabled. When active on a call as a user, become Not Available as an ACD agent or operator If this option is enabled, a user will become unavailable for ACD/Operator calls while they are on a call. By default this option is disabled. When active on a call as ACD/ICC/Hunt agent or Operator become busy as a User If this option is enabled, a user will become unavailable for user calls while they are on a Group/Operator call. By default this option is enabled. 9 Changing Your Presence and Roles To change your Presence state, tap the Presence area at the top of the screen. Tap the Presence drop-down list and select a Presence state. Page 11 of 31

12 To type a Presence Note tap on the Note area. Tap OK to save changes and exit the menu. 9.1 Logging In and Out of a Call Group, Hunt Group, or Operator Group If you are an agent of a Call Group, Hunt Group, or an Operator Group, you can log into an Agent Role from the Presence screen. This option will be available only if the Enable Agent Roles option is active in application settings. See section 8.3 for more information. Tap the Change Role button. A pop up with list of Call Groups will appear. To log into a Call Group, enable the checkbox next to it. To log out from a Call Group, disable the checkbox next to it. 9.2 Changing Agent Presence If you are currently logged into a Call Group or an Operator Group, you can select your Agent Presence as well as User Presence. This option will be available only if the Enable Agent Roles option is active in application settings. See section 8.3 for more information. Page 12 of 31

13 Tap the Presence: Call Group area to open the drop-down list and select an Agent Presence state. 9.3 Changing Active Roles If you are currently logged into a Call Group, Hunt Group or an Operator Group, you can select the Active role to make outbound calls from. This option will be available only if the Enable Agent Roles option is active in application settings. See section 8.3 for more information. To change the Active role for making outbound calls, tap on the Active Role to open the drop-down list of available roles. Your current Active role will be displayed in the Presence area at the top of the screen. When you make a call, your current Active Role is displayed at the top of the Dial Pad screen. 10 Managing Calls via Zultys Mobile 10.1 Making calls This function allows you to dial any number as if you were dialing from a phone in the office. Page 13 of 31

14 1. Tap the Dial Pad button at the top right corner of the screen. At the top of the screen, the current Active Role is displayed. The call recipient will see the Caller ID for this role. See Section 9.3 for instructions on how to change your Active Role. 2. Using the Dial Pad screen, enter the phone number. If the number entered matched the details for a contact in the MX Address Book or your Android phone book, their name is displayed. Tapping on the address book icon on the bottom left side of the screen opens the list of Contacts in your Android Address book. You can select a contact to call from this list. 3. If using the softphone, the call will go through immediately. See Section 10.4 for advanced call handling options available while on a softphone call. Page 14 of 31

15 4. If the softphone function is disabled, you will receive a call from the MX phone system to your Android device. You must answer the call for it to be placed / connected to the dialed number. You can navigate away from the active call session at any time by tapping the Android back button or by tapping on the Sidebar button. The active call session is displayed as a blue bar below the Presence bar. You can browse the application during the active call and send chat messages. To return to the call session again, tap in the Active Call Session area Dialing Contacts from your Android s Address Book Tap on the Sidebar icon. Page 15 of 31

16 Select Contact from the list, to open the list of contacts in your Android s Address book. From this screen, you can do the following: View the full list of contact in your Android s Address book. Search for a contact. Tap on a contact to view the Info screen for this contact. A list of all phone numbers associated with the contact is presented. Tap and hold a contact for quick contact info menu to appear on the bottom of the screen. From this menu, you can dial any one of the numbers listed for the contact. Page 16 of 31

17 10.2 Answering Calls Incoming calls can be answered while Zultys Mobile application is in the background or while the Zultys Mobile application has focus. A popup screen appears when a call comes in showing the caller ID and allowing you to: Answer the call. Ignore the call to silence the ringing. Transfer the call to your office voice mail. If you are using the softphone function, when you choose to answer the call, the call goes through immediately. If the softphone function is disabled, the MX phone system initiates a call to your phone number. The call from the office phone system is a normal cellular/mobile call and thus call charges may apply. Note: The Caller ID presented with the voice call from the MX system may not be the original caller ID of the person who called you due to limitations in carrier networks etc. From the Android Answer screen tapping: Answer - Answers the call. Decline - Sends the caller to your Android s voice mail. Page 17 of 31

18 10.3 Multiple Call Sessions It is possible to handle up to four simultaneous calls. In the call session screen, the current line is highlighted in green. To switch between call sessions, tap on a specific call session. An active call is placed on hold when you switch to another session. To make a second outbound call, tap on the Dial Pad. Alternatively, you can make a call to a buddy, another user on the MX, a Contact in the Android Address book or a number from your Call Log. While on an active call, navigate to the desired screen of the application, tap and hold a contact s name or number and select to make a call from the action menu on the bottom of the screen. Technical Publications 10.4 Advanced Call Handling Options When using the softphone function, active calls can be parked, placed on hold or transferred. To accesses these functions, you must have the active call session open. If you previously navigated away from it, you can return by tapping on the Active Call session displayed below the presence area Hold To place a call on hold, tap the Hold button in the call control screen. A held call can be parked or transferred. To retrieve the call, tap the Retrieve button. Page 18 of 31

19 Unattended Transfer To transfer a call, tap the Transfer button in the softphone screen. This action takes you to the Dial Pad where you can either type in the number or look it up in the Android Address book. Tap the Send button to complete the transfer. Alternatively, you can make a transfer to a buddy, another user on the MX, or a number from your Call Log. While on an active call, navigate to the desired screen of the application, tap and hold the contact until the Transfer Call option appears and select the Transfer option Attended Transfer 1. While on an active call, click on the Dial Pad icon. Dial the number or look it up in the Android Address book and tap the Send button. Alternatively, you can make a call to a buddy, another user on the MX, or a number from your Call Log. Navigate to the desired screen of the application, tap and hold a contact s name or number and select to make a call from the action menu on the bottom of the screen. 2. Once the called party answers, you can merge the two active calls. Page 19 of 31

20 3. Tap and hold the call session area. The action menu on the bottom of the screen appears. 4. Select the name or number of the contact to transfer the call to Park To park a call, tap and hold the call session area. The action menu on the bottom of the screen appears. Tap Park Call. A popup with the park ID assigned to this call will appear on screen. To retrieve a parked call, tap on the Sidebar icon and select Parked Calls. Page 20 of 31

21 Tap and hold the call you wish to pick up until the action menu appears on the bottom of the screen. Select Retrieve Call. 11 Instant Messages (IM) To chat, tap and hold the contact s name in the Recent Activities screen, Buddy List or the MX Address book. Select Chat from the action menu at the bottom of the screen. Page 21 of 31

22 The chat and call log for this user appears. To send an Instant Message, tap on the chat box for the keyboard to appear. Type your message and tap the Send button. Tapping the Android s Menu button in this screen provides the following options: Call Business - Make a call to this contact. Contact Info - View the contact s Info screen. Clear Log - Clear the chat and call log Incoming Instant Messages (IM) You can receive incoming Instant Messages (IMs) while Zultys Mobile is running in the background or while the Zultys Mobile application has focus. A popup screen appears when an Instant Message is received showing the sender s name and the content of the message and allowing you to: Open the Chat screen Cancel the popup notification without replying. Page 22 of 31

23 12 Buddy List To access the Buddy List tap the Sidebar icon and select Buddy List. Once in your Buddy List, you can do the following: View the list of your buddies in the MX. View Presence and Presence notes for each buddy on the list. Search for a buddy. Tap and hold a buddy s name for quick contact info menu to appear on the bottom of the screen. You can contact this buddy via a call to their extension, a call to one of their listed numbers, a chat message, or send them a voice mail message. Tap on a buddy s name in the Buddy List to view the Info screen for this contact. From the contact s Info screen, you can do the following: Call Business - Call the contact s extension on the MX. Call Mobile - Call the contact s mobile phone if available. Call Home - Call the contact s home phone if available. - Start an to the contact s address. Chat - Open a chat session. Add to buddies/remove from buddies Add or remove this person from the Buddy List. Page 23 of 31

24 13 MX Address Book To access the full MX Address book, tap the Sidebar icon and select Address Book. Once in the MX Address Book, you can do the following: View the full list of contacts in the MX. Search for a contact. Tap on a contacts name to view the Info screen for this contact. Tap and hold a buddy s name for quick contact info menu to appear on the bottom of the screen. You can contact this person via a call to their extension, a call one of their listed numbers, a chat message, or send them a voice mail message. 14 Voice Mail To view your voice mail messages, tap on the Sidebar icon. Page 24 of 31

25 Voice Mail subheading in the list notes the messages for your user extension. Inbox section contains new messages. Deleted section contains messages that were deleted. A red number indicator will show the number of unread messages in each section. If you are an agent of a Call Group, Hunt Group or an Operator Group, you will also have access to the voice mail box for these groups. Note that the Group voice mail is only available if the Enable Agent Roles option is active in application settings. See section 8.3 for more information Setting and Recording Voice Mail Greeting 1. From the sidebar, select the Inbox for your voice mail box. 2. Tap the Android menu button to show the menu on the bottom of the screen and select Voice Mail Settings. Page 25 of 31

26 3. A list of recorded greetings opens. You can have up to four recorded greetings. Technical Publications 4. Tap to select one of the four recording slots. 5. Tap the Record button on the bottom of the screen and speak your message. When finished, tap the Stop button. 6. The name of the recording will change to *Greeting followed by a number 1-4. The asterisk notes that this recording has not been uploaded to the MX system yet and is therefore unsaved. Note that if you navigate away from the page before uploading the recording, you will be prompted to upload it. If you choose not to, the recording will be lost. Page 26 of 31

27 7. You can listen to your recording by tapping the Play button or delete it by tapping the Delete button. 8. Tap and hold the recording to bring up the action menu on the bottom of the page and select Upload Greeting. 9. Once the recording has been uploaded you can rename it. Tap and hold the recording and select Rename. 10. Type the new name and tap Accept. 11. To set a recorded greeting as your Active Greeting, tap the Check button. Your current Active Greeting is shown in bold text Incoming Voice Mail Messages You will receive an alert when you have a new voice mail message. Tap Show Voice Mail List to view the new message or tap Cancel to dismiss the notification. Page 27 of 31

28 Unread messages are denoted with a closed envelope icon. Read messages are denoted with an open envelope icon. New voice mail messages are bolded. Tap on a message to select it and tap the Play button to listen to it. Zultys Mobile will download the message from the MX system and play it once download is complete. A download progress bar will appear along the bottom of the envelope icon. To listen to the message on loud speaker, tap the Speaker button. To save a message, tap the Check button. To delete the selected message, tap the Delete button. Tap the Call contact back. button to call the 14.3 Forwarding Voice Mail Messages You can forward a voice mail message to another user on the MX. Tap and hold a message to bring up the action menu on the bottom of the screen and select Forward. Page 28 of 31

29 You will see the list of users in the MX Address book. To see your buddy list, tap on the drop-down list at the top of the screen and select Buddies. Select a user to forward the voice mail message to. Select whether the message is Urgent or Private. You can record a pre-amble recording to send along with the voice mail message. Technical Publications Tap the Record button on the bottom of the screen and speak your message. When you finish, tap the Stop button. You can listen to your recording by tapping the Play button. To forward the message tap the Send button Replying to Voice Mail Messages You can reply to a voice mail message from another user on the MX by sending them a recording of your own. Tap and hold a message to bring up the action menu on the bottom of the screen and select Reply. Page 29 of 31

30 You will see the list of users in the MX Address book with the name of the person who sent you the voic selected. You cannot edit the recipient of the message so the top half of the screen is locked. Select whether the message is Urgent or Private. Technical Publications Tap the Record button on the bottom of the screen and speak your message. When you finish, tap the Stop button. You can listen to your recording by tapping the Play button. To send the recording, tap the Send button. 15 FAQ The following are some of the common questions about Zultys Mobile and its use Where can I find the version number of Zultys Mobile that is installed on my Android device? Navigate to the Zultys Mobile Recent Activities screen, tap on the Android s Menu button to open a menu along the bottom of the screen and select About What are the requirements for using Zultys Mobile? A Zultys Mobile user must have the following: Valid account on the MX system. Rights to connect from Android to this server provided by system administrator in the user s profile. Properly configured EDGE, 3G, LTE or Wi-Fi networks on the Android device. Security Certificate installed on the company s MX. Page 30 of 31

31 15.3 I have a problem with the connection to the MX server when I am using my Android device with Wi-Fi connection to the office network Typically these kinds of problems are related TCP/IP configuration. Many office networks are using private sets of IP addresses with many security restrictions. Please ask your system administrator for assistance What happens when you log out? The following actions are taken when you log out of Zultys Mobile: Zultys Mobile disconnects from the MX and no longer communicates with the MX until you log in again. When logging in again Zultys Mobile will ask you to enter the password, unless you have the Remember Password option enabled. If you disabled the Auto Login option before logging out, you will have to enable it again if required When I initiate a call from Zultys Mobile my Android device does not ring Ensure that your cell/mobile number is correctly defined as the Bound Phone in the Setting screen or the Use Softphone option is enabled and you are connected to a suitable Wi-Fi or mobile data network When I select Answer on a new call notification my Android device does not ring Ensure that your cell/mobile number is defined in the Bound Phone in the Setting screen or the Use Softphone option is enabled and you are connected to a suitable Wi-Fi or mobile data network. Page 31 of 31