OmniTouch 8600 My Instant Communicator Mobile Edition for BlackBerry Release 4.1. User guide. OpenTouch (OpenTouch User)

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1 OmniTouch 8600 My Instant Communicator Mobile Edition for BlackBerry Release 4.1 User guide OpenTouch (OpenTouch User) June 2012

2 Table of content 1 INTRODUCTION BUSINESS MODE PRIVATE MODE BLACKBERRY HOME PAGE STARTING MY INSTANT COMMUNICATOR (BUSINESS MODE) STOP MY INSTANT COMMUNICATOR (PRIVATE MODE) STATUS OF MY INSTANT COMMUNICATOR MY INSTANT COMMUNICATOR HOME PAGE PRESENCE... 5 Phone presence: contact s availability on the phone... 5 Contact presence: contact s reachability CALL LOG (EVENT LOGS) FAVORITES CALL ROUTING, MULTI-DEVICE ROUTING TELEPHONY SERVICES MAKE A CALL MAKE A PRIVATE CALL CALL IN PROGRESS OR CONTACT IS BUSY DURING A CONVERSATION... 8 You are in conversation with your contact Return to the call screen... 9 Second call screen in ringing:... 9 Two parties in a call one in conversation / one on-hold:... 9 N-party conference: DIRECTORY SERVICES LOOK UP A CONTACT SEARCH RESULT Phone presence Directory information CONTACT MENU ACTIONS CONTACT DETAILS VISUAL VOICE MAIL The List of Voice Messages Playing a message INSTANT MESSAGING The List of Instant Messages conversations status: The Instant Message Conversation: Sending an Instant Message to an offline user STARTING MY INSTANT COMMUNICATOR THE FIRST TIME CONFIGURING YOUR APPLICATION ACCESS TO THE APPLICATION SETTINGS GENERAL OPTIONS FAVORITES DIRECTORY LOOKUP INSTANT MESSAGING OPTIONS CONTACT SELF-LEARNING NATIVE INTEGRATION Native dialer Local address book Customize your my Instant Communicator notification (various ringing) through Native PROFILES Global INBOX: LEAST COST ROUTING (LCR) How your call is managed USAGE ON 2G, 2.5G, 2.75G NETWORKS CONTACT AND PHONE PRESENCE DIRECTORY SERVICES CONTACT DETAILS CONSULT VOIC INCOMING CALL, OUTGOING CALL ACRONYMS

3 1 Introduction Alcatel-Lucent My Instant Communicator empowers mobile users with advanced communications functions. The Alcatel-Lucent solution increases employee productivity and effectiveness by keeping them connected anytime, anywhere. Single identity Business caller identification Directory lookup Favorites Notifications Business calling anywhere Mid-call control Instant conference Switch device (handoff to and from) Unified business communication history Visual voic Instant messaging 1.1 Business mode Text messaging Rich presence Media blending Call routing profiles Manager/Assistant Business and private lifestyle management Automatic fallback Least-cost routing Data over Wi-Fi Secure access to the corporate infrastructure Application management Your incoming and outgoing calls are processed by your company s telephone system. You therefore benefit from your company s telephone services on your cell phone. You can be reached through your fixed business telephone number. You want to call someone within your company? Access your company s phonebook directly or simply enter the person s internal number. You can also use your company s telephone services, like call forwarding, three-way conferencing, etc. To enter in Business mode, start the My Instant Communicator. 1.2 Private mode When My Instant Communicator is not running, you are in private mode. Your calls are no longer handled by your company s telephone system and you cannot access the enterprise telephone network services. You can use your cell phone normally, without going through your enterprise network. Nevertheless, depending on the configuration of your selected call routing profile, you may able to receive business calls. 2 BlackBerry home page 2.1 Starting My Instant Communicator (Business mode) From the BlackBerry home page, click on the My Instant Communicator icon to access the client main screen Login Password During the initialization phase or when using My Instant Communicator, the user may be asked to provide authentication by entering a user name and password. Validate the Remember password checkbox to automatically sign in every time you start My Instant Communicator. 2.2 Stop My Instant Communicator (Private mode) Press the BlackBerry menu key Exit Stop the My Instant Communicator 3

4 2.3 Status of My Instant Communicator The icon of the My Instant Communicator appears in your BlackBerry home page: You are in private mode; the My Instant Communicator is not started. You are in business mode; there is no new event (missed calls, instant messages and voice messages). You are in business mode; there are new events (missed calls, instant messages and voice messages). You are in business mode but the event data channel has been lost. In this case, you will not receive any notifications. You are in business mode but the My Instant Communicator is unable to reach the enterprise server. When you are in Business mode, specific icons appear in the BlackBerry status bar: 3 You are in Business mode. You have unread events (missed calls, instant messages and voice messages). The counter is updated according to the number of remaining events that are not read. You are in business mode but the My Instant Communicator is unable to reach the enterprise server or the event channel has been lost. 3 My Instant Communicator home page Call log Favorites Call Routing List of all voic s, missed calls, incoming and outgoing calls, instant messages Keep in touch with your corporate favorites Manage calls Additional Services Presence Status Photo Opens a menu that allows you to call the attendant, access voic or pick up a call which rings on another business device. Opens a menu that allows you to define your Presence status : Available : Busy : Be right back : Offline When starting the application, presence status is set by default to the value that has been defined in the user settings (see Configuring your application). Your associated photo is displayed, if not, only your name is displayed. 4

5 This icon indicates the status of the server connection: Connecting status You are connected to your company s system. The Event channel has been lost. In this case, you will not receive any notifications. 3G WIFI EDGE Least Cost Routing Network Unable to reach the enterprise server. Indicates that rules have been defined and activated by the system administrator. Indicate which network is used for data connection. 4 Presence The presence is displayed for users defined in the OpenTouch system (if not, no icon is displayed). Phone presence: contact s availability on the phone The phone presence indicates whether your contact can be reached by phone: Your contact s line is free Your contact s line is busy Your contact s line is routed to her/his voic Your contact s line is routed to another user Contact presence: contact s reachability The contact presence indicates the presence of your contact at his office: Available Busy Be right back Offline 5 Call log (Event logs) 1 Check calls events. The number of new events is displayed. When you click on call log, you choose to display either new events, missed calls only, voice messages, instant messages or all events : Messages Voice message Instant message Incoming and outgoing calls Unanswered incoming call. Unanswered outgoing call. Answered outgoing call. 5

6 Answered incoming call. Mix of incoming/outgoing and answered/unanswered calls. Conference call. Presence of your contact: see chapter 4 Presence (,,,,,,, ) appears only if you have new unread events. This indicator disappears when the user selects the button for displaying the events list. The number of unread messages is displayed with the notification icon. In an events list, the unread events are displayed in italic and bold characters. When you access each entry displayed on the call log screen, you can decide actions depending of the contact information: View contact, call, call work, call mobile, send , text or instant messages, add to my contacts, delete item or delete all items from the call log Click on any item to get details and decide the best way to communicate with the person. Call the contact. Send to your contact. Send an Instant Message. Send a Text Message. Add this contact to your personal contacts. Access to additional features by pressing the BlackBerry menu key: delete the selected contact or delete all contacts of the list. The device will attempt to determine the phone and contact presence status. 6 Favorites When selecting Favorites, you will access all the contacts that you have defined in the group My Favorites in My Instant Communicator Desktop. Contact your installer for more information. Presence of your contact: see chapter 4 Presence (,,,,,,, ) A photo is displayed if it has been associated with your contact. Otherwise only the name of your contact is displayed. Depending on My Instant Communicator configuration, select your contact to call her/him or send her/him an instant messaging. 6

7 7 Call routing, multi-device routing Control which devices will ring (deskphone, tablet, mobile, etc) when a contact calls you by using routing profiles or route your calls (exclusive routes) to the voic or a user. Outgoing calls are always passed from your mobile device. You can activate a profile predefined via My Instant Communicator Desktop or define a customized call routing. All incoming calls can be routed to : Deskphone Personal computer Mobile Tablet Video equipment Home phone Other number (any free number) You can route all incoming calls to your voic or to another user (search). The routing rules are displayed on the status bar of My Instant Communicator homepage. 8 Telephony Services 8.1 Make a call Directly input your contact s number. Use directory services to find the contact to call. Select a contact in the call logs, call history or visual voic . When launching a call a pop-up window appears on the screen. This window is displayed until the features screen appears. Only the number is displayed when there is no name associated with the number. 8.2 Make a private call If you enable the private call option in the My Instant Communicator configuration, when you make a call by dialing the number from the native dialer of your mobile phone, a popup lets you choose to make a business or a private call. 7

8 8.3 Call in progress or contact is busy The following features will be displayed in the bottom bar of the phone s screen: Leave a voic message. Send an Instant Message (displayed only if caller is in your buddy list). Activate speakerphone / headset. Access to additional features by pressing the BlackBerry menu key: End the call, send or text message, activate or deactivate, switch application or close. If your contact is busy, the following pop-up appears. Press OK to close the window. Correspondent is busy OK You will only see this screen if you are connected via 3G. 8.4 During a conversation You are in conversation with your contact. When the call is connected you will see the following options: Transfer the call to your office phone. Initiate a second call. Put your current call on hold. Return to the main application to choose or find a number. Open an instant communication in parallel if the caller is in your buddy list. Mute or un-mute the device s microphone. Activate or deactivate the device s loudspeaker. Access additional features by pressing the BlackBerry menu key: Move call to, end call, send or text message, switch application and close. 8

9 Return to the call screen During the conversation, you can return to the current call screen: by using the Blackberry back button by clicking on the bottom of the current window by using menu item: Return to the call. Second call screen in ringing: When placing a second call, the first party is put on-hold, you can do the following while ringing the second party: Leave a voic message. Send an Instant Message (displayed only if caller is in your buddy list). Activate or deactivate the device s loudspeaker. Two parties in a call one in conversation / one on-hold: To switch a call with the initial call, click on the call shown at the top of the screen. You can flip-flow between calls by selecting and clicking the upper or bottom part of the screen. N-Party-Conference: Connect both calls to a 3-way conference call or add a participant if a 3- way conference is already going on. Open an instant communication in parallel if the caller is in your buddy list. Mute or un-mute the device microphone. Activate or deactivate the device loudspeaker. Access additional features by pressing the BlackBerry menu key: After selecting the participant on hold: retrieve call, end call, send or text message, switch application or close. After selecting the participant in conversation: end call, send or text message, switch application or close. When in the features area: end active call, send or text messages, switch application or close. N-party conference: When in a N-party conference, you can do the following: Initiate a new call which allows you to add a new participant for an N-party conference. End conference call. All the participants are disconnected. 9

10 Open a Group CHAT instant communication in parallel if both parties are in your buddy list. Mute or un-mute the device microphone. Activate or deactivate the device loudspeaker. Access additional features by pressing the BlackBerry menu key, after selecting a participant in conference you can access: end call, send or text message, switch application or close. Access additional features by pressing the BlackBerry menu key when in the features area: move call to office phone, move call to, leave conference call, send or text messages, switch application or close. The number of people attending the conference (you and all your contacts) is displayed on the top of the screen. 9 Directory Services The My Instant Communicator home page has a text field enabling you to enter a name to search a contact in the company directories and in the local phonebook on your mobile. 9.1 Look up a contact Find : Enter the name of your contact. The search button is automatically activated: Press the enter key to start the search ( : indicates that the search is in progress). If you enter a phone number in the text field ( Find ), you directly call the contact. 9.2 Search result If the search is completed, all matching contacts are listed in the screen. The screen displays the contact and phone presence if the contact is defined in the OpenTouch system, and the directory information. Phone presence The presence of your contact is displayed: see chapter 4 Presence (,,,,,,, ) Directory information The person is part of your local phonebook. The person is part of your corporate directory. You may find the same contact several times if the contact is saved in your local and various business phonebooks. 10

11 9.3 Contact menu actions Select a contact in the list. Select the BlackBerry menu key. According to the contact information and services, the My Instant Communicator allows you to: call the contact, send , Instant Message or text message, leave a voice message, add to your contact. 9.4 Contact details Select a contact in the list to open the contact details. The contact details screen shows all information about a contact. The phone numbers and addresses are listed below. Click on the required item to take the corresponding action. Call the contact. Send to your contact. Send an Instant Message. Send a Text Message. Add the contact to your contacts. If your caller has many phone numbers or addresses, one line is displayed for each number and each address. 10 Visual Voice Mail The My Instant Communicator call log allows you to list all unread a read voice messages. You can choose to display only voice messages. When you select a contact who has left a voice message, the Visual Voice Mail is start. The List of Voice Messages The list is sorted by time relevance. Items in Bold are message not yet listened. Others are previous messages archived. Presence of an urgent voic message. Presence of a non-urgent voic message. The presence of your contact is displayed: see chapter 4 Presence (,,,,,,, ) 11

12 You can delete a message by using the DEL key or using the Menu delete or delete all read. Playing a message Select an entry from the Voice Message list to either play the message or call back the person who called you. Once playing the message, here is the displayed screen: Navigation buttons: play or pause the message, rewind or forward the message (10secs in 10secs), go to previous or next message. Call the person who left the voic . Send an instant message to the person Activate Speakerphone. Delete the message. According to the contact information and services, the BlackBerry menu allows you to access others functions like Call Work or Mobile number, send or Text Message, Add to my Contacts, If the option Auto-Play on Next/Previous is enabled, all unread messages are played continuously (see Configuring your application). 11 Instant Messaging The My Instant Communicator call log allows you to list all unread and read instant messages. You can choose to display only instant messages. When you select a contact who has left a voice message, Visual Voice Mail starts. The list is sorted as follows: unread messages and then opened messages. Each item is composed by the photo or default avatar of the contact, its name, the time and date of the message, the first letters of the message on one line and the status icon of the message. Instead of the photo of a contact or its avatar you can see this icon: involves more than two participants (group chat). The List of Instant Messages conversations status: Unread IM Opened IM. This icon means that the conversation The Instant Message Conversation: This screen shows the live communication through instant messaging. Use MENU key for more options like: send pre-defined message, reprint of the conversation or end the conversation (see Configuring your application for pre-define the message). 12

13 Show the telephone presence of the person with whom you are having a chat. To call him, press the BlackBerry menu key then view contact and press the number to call. Opened IM Enter key According to the configuration of the application you can send your message by pressing Enter key or using BlackBerry menu (see Configuring your application) Sending an Instant Message to an offline user When sending an IM to a user who is offline, you can choose to send the message anyway (the user will get it once he becomes available again) or you can choose to cancel (message is not sent). Anyhow, even when choosing the first option, the contact might have chosen not to receive messages and you will get a message telling you the message was not sent. You can also receive a pop-up in incoming IM by selecting the option display pop-up when receiving message on the MIC Settings (see Configuring your application). 12 Starting My Instant Communicator the First Time Before starting the application for the first time make sure that all necessary options are configured. Access the application settings: BlackBerry OS 5 : Options > OmniTouch 8600 My Instant Communicator BlackBerry OS 6 or 7 : Options > Third Party Applications > OmniTouch 8600 My Instant Communicator My Instant Communicator uses two sets of options. All relevant options for telephony features are read from the OpenTouch system and the user cannot change these options. Other options can be amended to change the client behavior to suit your needs: For the client to work correctly it is important that OpenTouch client configuration URL and the URL of the BlackBerry MDS server are set. Both options are available from your administrator. After installing the MyIC application, a background task will be started as soon as the device has rebooted. This background task is used to accept incoming notifications from the OpenTouch system and needs the Trusted Application status to do so. You must answer the question with Yes. When the application is started for the first time, you may see certain security questions. Which of these questions you will have to answer and whether you are allowed to use all of the features or not, depend on the IT Policies that have been applied to your BlackBerry by the administrator. Under normal circumstances all requested features should be available to you. The application will try to open different network connections to servers in your infrastructure. You need to allow these connections. You may see a dialog similar to that shown here. We recommend that you check the Do not ask for checkbox, so future connections to the OpenTouch system will not trigger this dialog again. 13

14 In addition to allowing the necessary connections you will be prompted to allow Input Simulation for My Instant Communicator (MyIC). This will be used to automatically answer the incoming reverse phone call from the OpenTouch system if you place an outgoing call using MyIC. Choose Save after pressing the BlackBerry menu button to allow this for MyIC. MyIC application will try to access your phone information to be able to recognize incoming and outgoing calls and act accordingly. You need to allow this for MyIC to work properly 13 Configuring your application 13.1 Access to the application settings From My Instant Communicator home page : put the cursor on status bar select the BlackBerry menu key open My Instant Communicator settings 13.2 General options Home Phone, Other Phone : pre-defined numbers. These numbers are used when you define which device will ring on an incoming call or when routing calls. If using the My IC PC application in addition to My IC Mobile, those numbers will be suggested. Confirm when deleting messages If this option is enabled, a confirmation pop-up is opened to ask you to confirm the suppression of a log item. Otherwise, the entry is deleted without confirmation. Self-learning of the caller ID (see Contact Selflearning) This section allows you to activate the self-learning contact and to define a number which must not be saved in the contacts directory. If the Tag contact cards newly created option is enabled, the new contact will be created with the MyIC contact tag. Auto-play on Next/Previous If this option is enabled, all unread messages of your business voic are played automatically when Next/Previous is selected. Use DTMF for making calls in 2,5G When you are using a 2.5G network, the data channel can be lost depending on the network status or your mobile provider. To avoid using the data channel, you can force the use of DTMF code to make call when using a 2.5G network. For more information, contact your installer. Allow private calls If this option is enabled, when you make a call by dialing the number from the native dialer of your mobile phone, a popup lets you choose to make a business or a private call. Otherwise, you make automatically a business call Favorites You can define the action when you select a contact in your Favorites: call her/him or send her/him an instant messaging. 14

15 13.4 Directory Lookup You can define which directories are used when you search a contact. UC server address book(s) is the address book(s) of your company and displays only names with known phone number. If all contacts of BlackBerry server address book(s) are included in UC Server address book(s), it is recommended to deactivate the BlackBerry server address book(s) option. For more information, contact your installer Instant Messaging Options Press Enter Key to send If enabled, you send your message by pressing the Enter key of your mobile. Alternatively, the Enter key inserts a new line in the message, and you have to use the menu to send your message. Notification via a pop-up window If enabled, the IM window is opened when you receive a new Instant Message. Force status at startup If enabled, your presence status is showed as defined in this option. Pre-defined message when replying When you reply with an Instant Message, you can send the pre-defined message which is entered in this option. 14 Contact Self-learning Contact Self-learning is an option that you can activate to automatically populate the local phone book with business contacts each time a call from a person who is not listed in your local directory arrives. The next time the person calls you, you will have the caller name and details displayed natively on your BlackBerry screen. The Self-learning feature works as follows: Each time you receive a business call, the device checks the Local address books for the existence of the caller s full name. If the name is not present, the contact is created with both the Long CLI and Short CLI. The contact file is tagged with MyIC contact in the category field so that you can categorize the contacts in your PIM software (if the option is enabled) The Auto-learning mechanism only works in 3G mode. If a contact name already exists, no contact is created, even if the phone number is not shown. You can disable this option in the MyIC configuration screen (see Configuring your application). 15

16 15 Native Integration Native dialer In Business mode, when you make a call with BlackBerry Native Dialer, the call is automatically managed by MIC application. If you enable the private call option in the My Instant Communicator configuration, a popup lets you choose to make a business or a private call Local address book If enabled in MIC settings, local address book is used to find a contact with MIC application. Customize your my Instant Communicator notification (various ringing) through Native PROFILES Global INBOX: You can get your missed calls, voice mails, IM messages directly into Native BlackBerry Inbox. This mode is only available with OS 5.0 at min. 16 Least Cost Routing (LCR) The main principle of Least Cost Routing is to reduce mobile communication charging depending on the IT manager policy and user roaming state. The mobile application implements some dialing rules defined by IT manager for placing an outgoing call. This icon appears in the My Instant communicator status bar when rules have been defined and activated by the system administrator. For each country, these rules define the dialing method which is performed for national and international calls: 2 stage dialing Web service make call (Internet call) Direct cellular call Optionally, administrator can apply one enterprise policy regarding use of data in roaming state, for communication cost saving. 3 policies are possible: Full DATA: standard mode, all services are available. On demand DATA: all automatic features like notification and call-log refresh are disabled and user must explicitly forces refresh by using refresh menu. No DATA: In that case the application acts using only voice features and device initiated calls. When no particular policy is defined, a default method is applied. Please refer to your IT department to implement this feature. How your call is managed From My Instant Communicator, open the routing status by pressing BlackBerry menu > My Status. All information about server connection and routing rules are displayed. 16

17 17 Usage on 2G, 2.5G, 2.75G networks The My Instant Communicator has a build-in mechanism to detect network changes and adapt to it dynamically in order to ensure continuity of the telephony services. When the data channel is lost, the icon appears in the My Instant Communicator status bar and a message appears on the screen to alert you. Certain functions will not be available until data connection to the server is re-established Contact and Phone presence The contact and phone presence are not displayed Directory services Lookup is restricted to personal contacts only:. Select a contact in the list. Select the BlackBerry menu key. According to the contact information and services, My Instant Communicator allows you to: call the contact, send text message, add to your contacts Contact details Select a contact in the list to open the contact details. Click on the required item to take the corresponding action. Call the contact. Send a Text Message. Add the contact to your contacts Consult Voic Opens the list of voice messages. Select a contact to consult the voice message: a pop-up is displayed. You are in communication with the general Voic attendant: follow voice instruction after you have heard the voice message. During the consultation, you can: Call the contact. Activate Speakerphone Incoming call, outgoing call Activates or deactivates the device loudspeaker. Mutes or un-mutes the device microphone. You can access additional services by pressing the MENU key. All actions will be performed using DTMF codes. 17

18 18 Acronyms MyIC MIC : Alcatel-Lucent 8600 My Instant Communicator. IM : Instant Messaging. OT : Alcatel-Lucent OpenTouch Business Edition. Alcatel-Lucent OpenTouch Multimedia Services Edition. MDS : BlackBerry Mobile Data Service. As part of the BlackBerry Enterprise Server, they are responsible for managing interactions and requests between BlackBerry smartphones and enterprise applications that sit behind the corporate firewall. CLI : Caller Line Identification. Alcatel, Lucent, Alcatel-Lucent and the Alcatel-Lucent logo are trademarks of Alcatel-Lucent. All other trademarks are the property of their respective owners. The information presented is subject to change without notice. Alcatel-Lucent assumes no responsibility for inaccuracies contained herein. Copyright 2012 Alcatel-Lucent. All rights reserved. 18

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