Contact Management and Phone Services

Transcription

1 Contact Management and Phone Services Administrator Guide Revision 1.1 GCI Ltd Global House 2 Crofton Close Lincoln LN3 4NT Copyright GCI 2013 Contact Management and Phone Services Administrator Guide 1 of 19

2 Copyright Notice Copyright GCI 2013 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 2013 Contact Management and Phone Services Administrator Guide 2 of 19

3 Document Revision History Version Reason for Change Date Author 1.0 Document created 06/12/2012 GCI Product Line 1.1 Added section 3.6 Configuration Matrix Updated section 4 to include more detail on device behavior 15/01/2013 GCI Product Line Copyright GCI 2013 Contact Management and Phone Services Administrator Guide 3 of 19

4 Contents DOCUMENT REVISION HISTORY INTRODUCTION Overview Audience FEATURE DESCRIPTION Availability PROVISIONING Site Feature Group Site Feature Personal User Feature Phone Services Site Feature Phone Services User Feature Configuration Matrix SUPPORTED DEVICE OPERATION Cisco SPA 50x, 51x and Panasonic UT1xx Polycom HTTPS Devices Copyright GCI 2013 Contact Management and Phone Services Administrator Guide 4 of 19

5 1 Introduction 1.1 Overview This document details how the Contact Management and Phone Services features are provisioned, configured and how the Directories integrate with Support Devices and Applications. 1.2 Audience This document is intended for those who are responsible for the provisioning and deployment of end customer solutions using the Service Delivery Platform portals and those who design and implement communications solutions. It is highly recommended that you are very familiar with GCI Voice and Provisioning services, Telephony and IP Networking. 2 Feature Description Contact Management is a set of features in the Business Portal that allows Administrators and Users to manage their, Group and Personal and use the Phone Services feature to integrate the with their device(s). This document details how to provision the Contact Directories and Phone Services features using the Service Delivery Platform and deploy these features for end customers. The following Contact Management features are available in the Business Portal: (Site Feature) This feature allows Administrators to create custom contact directories that contain all or a subset of Users in the. Group (Site Feature) This features allows Administrators to create a custom contact directory that contains contacts (Name and Number) that are common to the Site e.g. Suppliers, Customers etc. Personal (User Feature) This feature allows Administrators and End Users to create a custom contact directory that contains a User s personal list of contacts (Name and Number). Phone Services (Site Feature) This feature allows Administrators to enable and select which of the above Contact Directories are pushed to supported handset s phone directories for Users under the Site. At the time of Copyright GCI 2013 Contact Management and Phone Services Administrator Guide 5 of 19

6 writing this document the devices supporting this feature include Cisco SPA 5xx, Panasonic KX- UT1xx and Polycom SoundPoint HTTPS provisioning devices. Phone Services (User Feature) This feature allows Administrators and Users to enable and select which of the above Contact Directories are pushed to supported handset s phone directories for the User s individual device(s). At the time of writing this document the devices supporting this feature include Cisco SPA 5xx, Panasonic KX-UT1xx and Polycom SoundPoint HTTPS provisioning devices. 2.1 Availability All the Contact Directories, Group and Personal are available to all new and existing Customers, Sites and Users. The Phone Services User Feature is an assignable feature that is available in all GCI Hosted User Feature Packages and SIP Trunk Mobility User. If you would like Phone Services added to your Service Offering Feature Packages please request this via GCI Partner Management. You will then be able to provision Phone Services for all existing and new Customers and integrate the directories with supported handsets. 3 Provisioning 3.1 Site Feature Administrators can use this feature to create custom Contact Directories. You can include users and virtual users (Hunt Groups, Call Centres etc.) in the Customer in a custom directory. This feature provides wide internal contact directories. A directory can contain a maximum of 1,000 users. The Feature is available to configure in the Business Portal under: Service > Sites > Feature Settings > Multiple Directories can be created under each Site. Each of these directories can be edited or deleted. To create a Directory click New Copyright GCI 2013 Contact Management and Phone Services Administrator Guide 6 of 19

7 This page includes an advanced search mechanism to filter the display of entries. To perform a basic search, click Search. The list appears. Copyright GCI 2013 Contact Management and Phone Services Administrator Guide 7 of 19

8 Steps 1. Specify a custom contact directory name. 2. Select the users to add to the directory by adding them to the Assigned Users column. 3. Save your changes or exit without saving. Details In the * Directory Name text box, type the name of the directory. This is a required field. To add users: To select users to add to the directory, you move users from the Available Users column to the Assigned Users column. In the Available Users column, select the users. You can select some or all of the items in a column. Item names are listed in alphabetical order. To select several items in sequential order, click the first item, hold down the SHIFT key on the keyboard, and click the last item. To select several items, but not in a particular order, click the items while holding down the CTRL key on the keyboard. To add the selected users, click Add. To select all users at once, click Add All. To remove users: To de-select users, you move users from the Assigned Users column to the Available Users column. In the Assigned Users column, select the users. To de-select the selected users, click Remove. To de-select all users at once, click Remove All. NOTE: The Add and Add All buttons always move items from a column on the left to a column on the right. The Remove and Remove All buttons always move items from a column on the right to a column on the left. Click Apply or OK. Apply saves your changes. OK saves your changes and displays the previous page. To exit without saving, select another page or click Cancel to display the previous page. The (also referred to as Customer or Enterprise) Contact Directory has been created. The Contact Directories will now be available to integrate with supported devices using the Phone Services feature. See the sections below on how to provision and use the Phone Services integration features. Follow the above steps to create subsequent directories e.g. a Sales Department directory. Copyright GCI 2013 Contact Management and Phone Services Administrator Guide 8 of 19

9 3.2 Group Site Feature Administrators can use this feature to create a custom Group Contact Directory that contains numbers frequently called by the Site, such as a security company, company caterer, or a company supplier. You can also quickly add numbers to this list by importing a phone list and loading the numbers from a CSV file. Hover over the information (i) icon for the file format. A directory can contain a maximum of 500 contacts. The Group Feature is available to configure in the Business Portal under: Service > Sites > Feature Settings > Group From this page you can: Filter the by Name Add Modify Delete Import a file of Tasks To delete : To add : Steps Check the Delete check box for the Contact, or all. Save your changes: Click Apply. To exit without saving, select another page or click Cancel to display the previous page. Type a Name and Phone Number in the empty bottom row and click the Add > button. Copyright GCI 2013 Contact Management and Phone Services Administrator Guide 9 of 19

10 To import a file of : Click Browse and select a correctly formatted CSV file. Then click the Upload button. To modify : Exit the page: To modify a Contact, click into the Name or Number box and edit the entry. Click Apply to save the changes. Select another page or click Cancel to display the previous page. The Group (also referred to as Site) Contact Directory has been created. The Group Directory will now be available to integrate with supported devices using the Phone Services feature. See the sections below on how to provision and use the Phone Services integration features. 3.3 Personal User Feature Administrators and End Users can use this feature to create a custom Personal Contact Directory that contains numbers frequently called by the End User, such as individual clients, suppliers etc. You can also quickly add numbers to this list by importing a phone list and loading the numbers from a CSV file. Hover over the information (i) icon for the file format. A directory can contain a maximum of 500 contacts. Copyright GCI 2013 Contact Management and Phone Services Administrator Guide 10 of 19

11 The Personal Feature is available to configure in the Business Portal under: Service > Employees > Feature Settings > Personal From this page you can: Filter the by Name Add Modify Delete Import a file of Tasks To delete : To add : To import a file of : Steps Check the Delete check box for the Contact, or all. Save your changes: Click Apply. To exit without saving, select another page or click Cancel to display the previous page. Type a Name and Phone Number in the empty bottom row and click the Add > button. Click Browse and select a correctly formatted CSV file. Then click the Upload button. Copyright GCI 2013 Contact Management and Phone Services Administrator Guide 11 of 19

12 To modify : To modify a Contact, click into the Name or Number box and edit the entry. Click Apply to save the changes. Exit the page: Select another page or click Cancel to display the previous page. The Personal Contact Directory has been created. The Personal Directory will now be available to integrate with supported devices using the Phone Services feature. See the sections below on how to provision and use the Phone Services integration features. 3.4 Phone Services Site Feature This feature provides a method of pushing down common contacts (in and/or Group Directories) to the devices of one or many Users under a Site. Administrators can use this feature to select which Contact Directory and/or the Group Contact Directory is integrated with the Users under the Site. In order for this to apply the Users must have Phone Services enabled and the Phone Directory tuned On. The Site Level Phone Services feature is available to configure in the Business Portal under: Service > Sites > Feature Settings > Phone Services Copyright GCI 2013 Contact Management and Phone Services Administrator Guide 12 of 19

13 Tasks Configure which Directories are integrated: Details Select from the following: Include Group in the Phone Directory. And/or Include the following in the Phone Directory, and then select the directory from the drop-down list. NOTE: The list of company contact directories may be empty if none are configured for the Site, in which case the only valid option in the drop-down is "None. Save your changes or exit without saving. To save your changes, click Apply or OK. Apply saves your changes. OK saves your changes and displays the previous page. To exit without saving, select another page or click Cancel to display the previous page. Copyright GCI 2013 Contact Management and Phone Services Administrator Guide 13 of 19

14 3.5 Phone Services User Feature This feature provides a method of pushing down personal and company contacts (in Personal and/or Directories) to a User s devices. Administrators and End Users can use this feature to select which Contact Directory and/or the Personal Contact Directory is integrated with the User s devices. If Phone Services are enabled for a device, but the Phone Directory is turned off then neither the Site Level Phone Services nor User level configuration will apply. This means that no directories will be integrated with the device(s) that the User has. The User Level Phone Services feature is available to configure in the Business Portal under: Service > Employees > Feature Settings > Phone Services The first page lists all the devices for which the user is able to use Phone Services with. The list only includes device profiles with a device type supporting Phone Services. Enabling and then Clicking on a Device Name allows you to go to the corresponding Phone Services configuration page for the device. Copyright GCI 2013 Contact Management and Phone Services Administrator Guide 14 of 19

15 Tasks Details Enable/Disable Phone Services for a Device Check or Uncheck the Enabled checkbox and click Apply. Configure Phone Services for a Device If Enabled click the Device Name to be taken to the configuration page The second page allows to to configure Phone Services for the User Device: Tasks Details Enable or disable integration To enable integration, click On or to disable integration, click Off. Select what to include in the Phone Directory Select from the following: Include the Personal in the Phone Directory. Include the following in the Phone Directory, and then select a directory from the drop-down list. Copyright GCI 2013 Contact Management and Phone Services Administrator Guide 15 of 19

16 NOTE: The list of company contact directories may be empty if none are defined in the Site, in which case the only valid option in the drop-down is "None". Save your changes or exit without saving. To save your changes, click Apply or OK. Apply saves your changes. OK saves your changes and displays the previous page. To exit without saving, select another page or click Cancel to display the previous page. Phone Services Site Feature Configuration Include Group in the Phone Directory Disabled Include Group in the Phone Directory Enabled 3.6 Configuration Matrix The matrix below shows which directories are integrated with devices for the various configuration options of the Phone Services Site and User Features: Phone Device Device Directory Disabled Enabled Off Phone Directory On None None None None None None None None Group Include Personal Disabled Group Phone Service User Feature Configuration Include Personal Enabled Personal Group + Personal Include Disabled None Group Include Both Personal and Both Personal and Enabled Disabled Enabled User selected Group + User selected None Group Personal + User selected Group + Personal + User selected Include the following in the Phone Directory Disabled Include the following in the Phone Directory Enabled None None None None None None None None Site selected Personal + Personal None User selected None + User selected Personal + User selected + Personal + User selected Both Group and Disabled Both Group and Enabled None None None None None None None None Group + Group + Site selected Personal Group + + Personal None Group + User selected None Group + Group + + User selected Personal + User selected Group + + Personal + User selected Copyright GCI 2013 Contact Management and Phone Services Administrator Guide 16 of 19

17 4 Supported Device Operation The directory available to supported devices and applications depends on the Contact Directories that are defined for the Site and/or User and the configuration of the Phone Services feature. 4.1 Cisco SPA 50x, 51x and 525 The directory (Network Directory) is available from the Directory soft key or the handset Menu > Directory > Network Directory The functionality allows you to browse or search for contacts by name (First Name or Last Name) or number and then dial. Up to 99 contacts are returned when searching, but the directory can contain more contacts as described in Section 3 above. There is also a Help section which explains how to use the search functionality. The supported Cisco devices also have a local directory called the Personal Directory. If a User chooses to use Contact Management and Phone Services then this directory is still available. The Personal Directory operates independently of the Network Directory that Contact Management and Phone Services make use of and operates as per the documentation available from Cisco. are automatically sorted and listed alphabetically by First Name. 4.2 Panasonic UT1xx The directory (Network Phonebook) is available from the Directory soft key > Network Phonebook. The functionality allows you to browse or search for contacts by name (First Name or Last Name) and then dial. Up to 20 contacts are returned when searching, but the directory can contain more contacts as described in Section 3 above. The supported Panasonic devices also have a local directory called the Phonebook. If a User chooses to use Contact Management and Phone Services then this directory is still available. The Phonebook operates independently of the Network Phonebook that Contact Management and Phone Services make use of and operates as per the documentation available from Panasonic. are automatically sorted and listed alphabetically by First Name. Copyright GCI 2013 Contact Management and Phone Services Administrator Guide 17 of 19

18 4.3 Polycom HTTPS Devices The directory is available from the Directory hard or soft key or the Menu > Features > Directory. The functionality allows you to browse or search for contacts by name (Last Name by default) and then dial. are automatically sorted and listed alphabetically by Last Name. The number of contacts that are available in total to be stored and searched depends on how many contacts the model can support. These are as follows: Model Maximum Number of Polycom Sound point IP 321 Polycom Soundpoint IP 331 Polycom Soundpoint IP 335 Polycom Soundstation IP 5000 Polycom Soundstation IP 6000 Polycom Soundstation IP Polycom Soundpoint IP 450 Polycom Soundpoint IP 550 Polycom Soundpoint IP 560 Polycom Soundpoint IP 650 Polycom Soundpoint IP 670 Polycom VVX 500 Polycom VVX Recommended maximum is 500 contacts for phone memory and speed management NOTE: The Polycom devices have one directory, if you choose to use Contact Management and Phone Services then this replaces the local directory and any previous configuration is deleted. Copyright GCI 2013 Contact Management and Phone Services Administrator Guide 18 of 19

19 The Contact Management and Phone Services features do not store the Polycom Speed Dial information when Users edit the directory on the handset. If/when the Polycom directory file is rebuilt due to a change in configuration and the handset is restarted then it will lose the manual speed dial configuration. Users should use the Features Speed Call 8 and/or Speed Call 100 for this functionality. Any changes to the Contact Management and/or Phone Services configuration for the device require it to be restarted for the changes to be reflected in the device. If the User has configured Include Personal in the Phone Directory for their Phone Services Feature configuration then any contacts manually added to the directory on the handset will be uploaded to the User s Personal Directory in the Business Portal. This provides a contact synchronization mechanism for the supported Polycom devices. NOTE: If you wish to delete Personal for a User that has a Polycom device and Phone Services and directory integration enabled then you must temporarily disable Phone Services for the device. This temporarily stops the synchronization mechanism and the Personal can be deleted using the Business Portal. Copyright GCI 2013 Contact Management and Phone Services Administrator Guide 19 of 19