Contents. Cbeyond Communicator for Mobile (ios) extends TotalCloud Phone System (TCPS) calling capabilities to an iphone.

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1 Cbeyond Communicator for TotalCloud Phone System for Mobile Cbeyond Communicator for Mobile (ios) extends TotalCloud Phone System (TCPS) calling capabilities to an iphone. Cbeyond Communicator is an intuitive graphical user interface or softphone that gives employees the freedom to use their iphone to make voice calls from work, home or on-the-road. Quality of Service is not guaranteed over a public Internet connection or mobile phone line. Refer to the Setup Guide for Cbeyond Communicator for TotalCloud Phone System for instructions on how to download and login to the application. Contents Cbeyond Communicator for TotalCloud Phone System for Mobile... 1 Special Features of the Cbeyond Communicator for Mobile... 2 Call Features... 2 How to Launch Cbeyond Communicator... 3 How to use the Cbeyond Communicator... 3 Call Tab... 4 Call History Tab... 4 Directory Tab... 5 Pull an Existing Call to a Mobile Phone... 6 Pull an Existing Call to a Desktop Phone... 6 Call Transfer... 7 Voic How to Make a Call... 8 Options for Outbound Calls... 8 Dialing Service for Outbound Calls... 9 In-Call Options Through Data Connection Call Settings Dialing Service Telephone # Call Forwarding Do Not Disturb Mobility Knowledge Base: (User Guide for Cbeyond Communicator for TotalCloud Phone System ) Page 1 of 12

2 Anywhere Remote Office Simultaneous Ring Incoming Calls Missed Calls Sign out Special Features of the Cbeyond Communicator for Mobile Cbeyond Communicator for Mobile extends the capabilities of TotalCloud Phone System to your iphone. With the Communicator for Mobile, you have access to the same calling features that you have in the office. You can also use your mobile phone to place and receive calls using your business phone number. Cbeyond Communicator for Mobile keeps your mobile phone number private and enables you to maintain your business identity while using your personal smartphone. Contacts By installing Cbeyond Communicator for Mobile on your smartphone, you get mobility and full access to all of your TotalCloud Phone System contacts on your personal phone. Your business persona and personal contacts are accessible on the same device. One Identity Use your business phone number to place and receive calls across different devices from any workspace. Your business contacts only have to keep up with one number to reach you. Seamless Experience Initiate a call on your desk phone and seamlessly move to your mobile phone or vice versa without interrupting the conversation. No longer will you have to miss an important phone call because you re away from your desk. The Cbeyond Communicator gives you all the functionality of your desk phone with the mobility of your smartphone. Synchronization Feature preferences, contacts, call history, and voic are stored in the Cloud. Call Features The Cbeyond Communicator offers versatility when making and receiving calls through the TotalCloud Phone System. When using the Communicator, you have the benefits of mobility, yet you are able to maintain your business identity. With the Mobility feature, incoming calls with the Cbeyond Communicator are sent through as an incoming call on your mobile phone line. This option, which is the default, offers you the highest quality call, as well as the mobility of going wherever you have cell service. Without cell service, placing and receiving calls through your mobile phone s connected Wi-Fi or data plan is possible, although there is no guarantee of quality of service. Knowledge Base: (User Guide for Cbeyond Communicator for TotalCloud Phone System ) Page 2 of 12

3 There are three options for outgoing calls using the Cbeyond Communicator: Call Through, Call Back, and Data Connection. Call Through and Call Back use your mobile phone line but your business identity is maintained. Call through is the recommended setting. Similarly, Data Connection uses Wi-Fi or a mobile data connection for calls, but there is no guarantee of quality of service. How to Launch Cbeyond Communicator Launch the Cbeyond Communicator app and enter the Seat Username and Password that you obtained during setup at CbeyondOnline.com. Refer to the Setup Guide for Cbeyond Communicator for TotalCloud Phone System for instructions on how to download and login to the application. Tapping either the username or password fields opens the virtual keyboard. When both fields are filled, the Sign in button is available. The following is a list of the Login window fields: Password This is a text field with password masking. Show password This check box is unchecked by default. If checked, the typed password is visible. This is reset to unchecked each time a new login is attempted. Remember password This is a check box, which allows the password entered to be saved for any future login attempts. Sign in automatically This is a check box. While checked, you will be logged in automatically each time the app is started. It is unchecked by default. This can only be enabled if Remember Password is checked. Sign in button Once a valid Seat Username and Password are entered, click Sign in to use the Cbeyond Communicator (this requires a data connection). How to use the Cbeyond Communicator The functions of these buttons and tabs are outlined below. Knowledge Base: (User Guide for Cbeyond Communicator for TotalCloud Phone System ) Page 3 of 12

4 Call Tab Settings Call History Directory Tab Call Tab The Call tab displays the dial pad. From the dial pad, you can call any given number. A long press on the 1 on the numeric pad calls your voic (once connected, press * and enter your voic PIN at the prompt). Call History Tab The History tab shows the call history of your TCPS Professional Seat. This includes all calls made using your Cbeyond Communicator and physical desk phone. You can filter between all calls and missed calls. Knowledge Base: (User Guide for Cbeyond Communicator for TotalCloud Phone System ) Page 4 of 12

5 Directory Tab The Directory tab provides information about your contacts. Communicator User Guide On top of the contact list are contacts marked as favorite, followed by all contacts in alphabetical order. The list displays contacts with an avatar (if any), name, and number. Tapping the disclosure arrow on the right opens the contact card. On the top bar, there is a standard Action button that provides additional contact-related menu options. The available action is Add Contact. There is also a search field that searches the contact list. How to Add/Edit a Contact There is an Add contact icon in the Call tab which opens a contact card in Edit mode (adding contact). To Edit a contact, use the contact card. Tapping the disclosure arrow opens the contact s contact card. Tapping Edit on the contact card opens the Edit mode. The Edit mode allows for the deletion of the contact as well as editing contact information. Tapping Delete confirms the action through a dialog box. The Directory tab shows the company contacts. Users can search contacts and place calls. Knowledge Base: (User Guide for Cbeyond Communicator for TotalCloud Phone System ) Page 5 of 12

6 Searching the Directory Cbeyond Communicator supports search in the enterprise directory, using the search field in the Directory tab. In the default view (All), both the TCPS enterprise directoryand the iphone s local address book list results are shown. There are different result icons depending on whether the contact is in the iphone s address book or the TCPS directory. Tapping the search field opens the keypad to type the search string. After the search, the list displays the name and icon for each contact in the results. Filtering through contacts in both the native address book and the enterprise directory can be initiated just by typing characters. Pressing the back key minimizes the keyboard, hides the search bar, and empties the search result. Pull an Existing Call to a Mobile Phone When there is an existing phone call on your desk phone, you can seamlessly move the call to your mobile phone by holding the asterisk key on the dial pad. Depending on the application dialing settings and service configuration, the call can be pulled as a VoIP or a circuit switched call to the mobile phone. Pull an Existing Call to a Desktop Phone When there is an existing TCPS phone call on your mobile phone, you can seamlessly move the call to your desktop phone by dialing * 11 on the desktop phone. Knowledge Base: (User Guide for Cbeyond Communicator for TotalCloud Phone System ) Page 6 of 12

7 Call Transfer Cbeyond s TotalCloud Phone System allows you to transfer a call from your mobile phone when you are using Cbeyond Communicator for Mobile. The instructions below will work when you are on a call that was A. routed to your mobile phone using the Mobility feature OR B. dialed from Cbeyond Communicator app using the Call-Through method OR C. dialed from the Cbeyond Communicator app using the Call-Back method 1. While on the call, press ## 2. The party will be put on hold and you will hear a stutter-tone (a dial tone that initially stutters). 3. Dial the number to which you want the call transferred. a) You must dial the number as if you were dialing from your TCPS seat. e.g. For toll-free or long distance phone numbers you will need to dial a 1 followed by the area code and phone number b) You can also dial internal TCPS extensions. e.g. The extension of another seat, auto attendant, or hunt group within your TCPS After a few moments you will hear ringing of the party you dialed. Note: If your seat is configured to use Account Codes, you will first be prompted to enter an account code. Unattended Call Transfer (aka Transfer): To transfer the call immediately, press ## or hang up your mobile phone once you hear ringing and the party that was on hold will be transferred. Voic Attended Call (aka Talk + Transfer): To announce the transfer to the party you dialed, wait for that party to answer the call, announce the transfer, and then press ## or hang up your line for party that was on hold to be transferred. From the call tab, pressing and holding the 1 key connects you to the Voic box for your TCPS seat. To access your voic , press and hold the 1 key from the call tab. Once connected, press * and at the prompt, enter your voic PIN. A new voic will be indicated by a red badge on the call tab. Knowledge Base: (User Guide for Cbeyond Communicator for TotalCloud Phone System ) Page 7 of 12

8 How to Make a Call Outbound calls can be made by selecting a contact from the Contacts tab of the Cbeyond Communicator or from the address book on your iphone. Alternatively, a phone number or extension can be dialed manually from the Cbeyond Communicator dial pad. Options for Outbound Calls The Communicator enables different options for making outbound calls. When the Communicator s call settings are set to Always Ask, after you press call, you will be prompted to select the dialing service. To receive the most consistent and reliable calling experience, Cbeyond recommends using the Call Through option when prompted. To program this feature, click on the Settings tab. Next, select Call settings (pictured to the right). From the call settings screen, select the menu under Dialing Service to configure the options for outbound calls. Knowledge Base: (User Guide for Cbeyond Communicator for TotalCloud Phone System ) Page 8 of 12

9 Dialing Service for Outbound Calls iphone: The outbound call will be made using only the mobile line and will not use TCPS. The outbound caller ID will be the mobile phone number. Call via Data Connection: Cbeyond Communicator will use the available data connection on your iphone to connect to TCPS to make the outbound call. The available data connection will likely be through the mobile network or a Wi-Fi connection (if configured). Whatever data connection is available at that moment will be used for connecting Communicator to TCPS. By using a Mobile data network, or W-Fi data connection there is a risk of call quality issues because such connections only offer a best effort handling of VoIP. Call Back: TCPS will call your mobile phone line directly (as an inbound call to your iphone). When you answer the call, TCPS will automatically call the party you indicated while maintaining the caller ID of your TCPS Professional Seat. Call Through (recommended for the most consistent and reliable calling experience): Cbeyond Communicator calls a temporary phone number using the mobile phone line and connects to TCPS. Once connected, TCPS calls the party you indicated while maintaining the caller ID of your TCPS Professional Seat. Cbeyond recommends using the Call Through option when available. Always Ask: Cbeyond Communicator will prompt you with the options above for each outbound call. Knowledge Base: (User Guide for Cbeyond Communicator for TotalCloud Phone System ) Page 9 of 12

10 In-Call Options Through Data Connection When making outbound calls using Data Connection, the Call dialog box will appear. The following call control actions are available during a voice call: (1) Mute microphone (2) Generate dual-tone multi-frequency (DTMF) tones with a dial pad (3) Place call on speaker phone (4) Hold the call (5) Add third-party (6) Hang up the call Add Call options through Data Connection When calling through a data connection, users can choose from three different Add Call options: 6 Conference: Add another party to the current phone call for a three-way call. Talk + Transfer: Transfer a current call to a third party by putting them on hold and speaking privately to the third party before the transfer occurs. Transfer: Transfer a current call directly to a third party telephone number or extension number. Knowledge Base: (User Guide for Cbeyond Communicator for TotalCloud Phone System ) Page 10 of 12

11 Call Settings At the Settings tab, tap Call Settings to manage Cbeyond Communicator settings and some calling features. Dialing Service See the section above titled Options for Outbound Calls. Telephone # This should be the telephone number of the mobile phone line. Call Forwarding By tapping one of the call forward options, you can enter a number to forward your call as follows: Always, Busy, or Not Reachable. These features can also be configured at CbeyondOnline.com. Always: This service enables a user to redirect all incoming calls to another destination automatically. No Answer: This service enables a user to redirect incoming calls to another destination when the user does not answer within a specified number of rings. Busy: This service enables a user to redirect incoming calls to another destination when the user is busy. Call Forwarding Busy forwards calls to a specified destination when the user is busy. A user is considered busy when there are too many active calls or a service makes the user appear busy to the caller (for example, services such as Do Not Disturb or Selective Call Rejection). Note that numbers representing emergency, repair, or chargeable directory assistance destinations are not allowed as a redirection destination. Not Reachable: Activate Call Forwarding Not Reachable to ensure that your calls will automatically be forwarded to a pre-determined number if your desk phone is not working because of a power or network outage. NOTE: While the Mobility feature is configured with a mobile phone number and enabled, Call Forwarding Not Reachable will not be triggered and calls will sent to the mobile phone number even if the desk phone is not working. Do Not Disturb Enabling this option blocks all communication to your mobile device. This feature can also be configured at CbeyondOnline.com. Knowledge Base: (User Guide for Cbeyond Communicator for TotalCloud Phone System ) Page 11 of 12

12 Mobility Incoming calls to your seat will be routed to your mobile phone line when Mobility is enabled and configured with the 10-digit phone number of your mobile phone line. This offers you the highest quality voice calling experience with the convenience receiving business calls wherever you have mobile phone service. The Phones to Ring option can be configured to ring only your desk handset, only your mobile phone line, or ring both for incoming calls. Mobility is also used for outbound calls made from the Communicator app in conjunction with Call Through and Call Back. See the Dialing Service for Outbound Calls section above. Anywhere While the Mobility feature and the Communicator for Mobile app on a smart phone are recommended for mobile users, Anywhere offers similar functionality for non-smart phones. Incoming calls are automatically routed to the phone number configured in the Anywhere feature. By dialing in to the Voice Portal number, users can make outbound calls, and move an active call between the desk phone and the mobile phone without interrupting the call. This feature can also be configured at CbeyondOnline.com. Remote Office Use Remote Office to receive incoming business calls while away from your office location. When this option is enabled, you maintain the appearance of your office telephone numbers while making outgoing calls. This option is especially useful for telecommuters and mobile workers. This feature can also be configured at CbeyondOnline.com. Simultaneous Ring Enables up to ten phones to ring simultaneously when a phone call is received. The first phone to be answered is connected to the caller. This feature can also be configured at CbeyondOnline.com. Incoming Calls Incoming calls to your seat will be routed to the mobile phone number configured in the Mobility feature (see the Mobility section above). Missed Calls All incoming calls to the seat can be viewed by tapping the History tab. Use the filter option to show All calls or Missed calls. Sign out You can sign out at the bottom of the Settings tab. NOTE: While the Mobility feature is enabled, incoming calls to your mobile phone will continue even while signed out of the Communicator for Mobile app. Toggle the Mobility feature to disabled to avoid receiving incoming calls to your Seat. These calls will be routed to your mobile phone line. This can be done in the Cbeyond Communicator Call Settings by selecting Mobility. Knowledge Base: (User Guide for Cbeyond Communicator for TotalCloud Phone System ) Page 12 of 12