MOBILITY FOR ANDROID USER GUIDE VERSION 20.0.2 401 Market Street, First Floor Philadelphia, PA 19106 877.258.3722 www.alteva.com
Table of Contents 1. About Alteva Mobility for Android... 3 2. Installation... 4 Sign In... 4 Startup Settings... 5 3. Main Tabs... 6 4. Contacts... 7 Add... 8 Edit... 9 Search Company Directory... 10 Presence... 11 5. Instant Messaging... 13 Chat Tab... 13 Chat... 14 Group Chat (Ad-Hoc Rooms)... 14 6. Audio and Video Calls... 17 Dial Pad Tab... 17 Make Audio or Video Calls... 18 Dialing Service... 19 Answer Call... 19 In Call Actions... 20 Call Transfer... 20 Conference Calls... 20 Call Pull... 21 Call Park... 21 Retrieve a Parked Call... 22 Transfer to Cell Minutes... 22 Call Waiting... 23 Missed Calls and New Messages... 23 Message Waiting Indicator and Voice Mail Access... 23 Business Line Call Back and Call-Through... 23 Contact Name Lookup for Incoming Calls and Call Logs... 24 7. Call History... 25 8. Settings... 26 9. Call Settings... 27 Do Not Disturb... 27 Call Forwarding... 27 Remote Office... 28 Hide Number... 28 Alteva Anywhere... 28 Simultaneous Ring Personal... 29 Own Phone Number... 29 10. Multiple Device Support... 30 11. Smartphone only Users... 31 12. Troubleshooting... 32 Alteva Mobility for Android 2
1. About Alteva Mobility for Android Alteva Mobility for Android provides the following communication features: Instant Messaging and Presence (IM&P) Voice Calling (VoIP) Voice Calling (Android) Video Calling Call History Call Settings Full functionality requires the Alteva Mobility Complete license Users with another Alteva Voice license, Platinum for example, require the Alteva Mobility Smartphone Add-on license. These users will not have any Instant Messaging and Presence features but still have full access to: o Voice and Video Calls o Searching the company directory and local address book o Call History o Call Settings o The app uses the contact list from the phone or a directory search. Refer to the Smartphone only section for a description of how to use this guide. Alteva Mobility for Android 3
2. Installation The Android app can be downloaded from Google Play. Sign In https://play.google.com/store/apps/details?id=com.alteva.mobility.and When you first launch the application, you are prompted to sign in. 1. Enter your Alteva user name and password. for example: alteva_500@completeuc.com & password Show Password view your password Remember Password have the app remember your password. Sign in automatically sign in automatically on subsequent launches. 2. Tap Sign In NOTE: If you select automatic sign in, you are signed in automatically and taken to the Contacts list upon subsequent launches. Otherwise, you are presented with the Sign In screen. Alteva Mobility for Android 4
Startup Settings Settings (Overflow menu) Set up your client Call Settings. Refer to Call Settings for additional settings options. This is also accessible from the Android Menu key. Telephone Number Enter your cell phone number into Own phone number. This is used in conjunction with the Mobility service, and more specifically, with the Call-Through calling mode. The user should provide their mobile device telephone number in this field. This number should match the number configured for the Mobility service for the Call-Through functionality to work. The Transfer to Cell Minutes feature requires this setting as well. Dialing Service Notification Under some conditions you may see a warning that dialing services are not enabled for the phone. The optimal choice is to Configure Mobility; the preferred setting is shown above. Phones to Ring: Both Diversion Inhibitor, Alert Click to Dial, Call Control: Call Back is available if the user has Alteva Mobility, Remote Office, or Alteva Anywhere assigned. The app validates that one of these services is provisioned (and is active or on) with a phone number that matches the mobile number; if so, it gives the user the option to make calls using the Call Back feature (Call Through requires Alteva Mobility to be set). On Alteva Mobility for Android 5
3. Main Tabs When you start the app for the first time, the Contacts list is empty; however, you will see any contacts you ve added with Alteva Mobility for Desktop. Use the search field to find people and add them to your Contacts list. Contacts can also be added manually by tapping the Add button Contacts View your local contacts or search for directory contacts Dial Pad Make calls Chat View your Buddies list, Chat History Not shown for Smartphone only licenses. History View incoming, outgoing, and missed calls Overflow menu Configure settings, or Sign out. This is also accessible from the Android Menu key Buddies Tab The main view contains a number of tabs that present information about the contacts and communications options located on the top bar: Contacts Call (Dial Pad) Chat History Settings available from the Android Menu key or action bar Alteva Mobility for Android 6
4. Contacts The Contacts tab can contain different types of contacts as follows: The Contacts list has a filter bar at the bottom with the following options: Buddies, All, Directory, and Local. Buddies These are presence-enabled contacts. All This is used to search all local and company directory contacts. Directory These are contacts from a company directory, (which requires a search). Local These are contacts from your local phone book. Any contact can be marked as a favorite and it appears at the top of the Contacts list in the Favorites section. Contacts are the people with whom you communicate and, if available for your Alteva Mobility License, you see their presence and share your presence with them. There are two types of contacts. Contacts People with whom you communicate Conferences Audio conference bridges that you use to communicate with others Buddies lists presence-enabled contacts with their name, presence status, as well as a space for free text. A long press on a contact opens the context menu, whereas a short press opens the contact card. The context menu opens via a long press on a contact and provides the following options: o Voice call o Video call o Chat o Contact details o Add/Remove Favorites o Subscribe or unsubscribe o Remove Alteva Mobility for Android 7
Add When you sign in for the first time, there are no contacts on your Contacts list. Add a new contact: Select the option Add from the status bar. Another way to add new contacts is to use the directory search option. Note: Smartphone only users can add contacts from a directory search, these contacts will be added to the local address book. In the Add Contact screen, enter the contact s information and then tap OK. Fields: o Display Name o Chat ID, you should leave this blank for anyone outside of your company. Company contacts that are presence-enabled will have this automatically completed when you add them from the Directory. o Note: you can add a Gmail email address as a presence-enabled contact. o Home Phone o Conference Number and Conference ID; the Security PIN isn t supported in this version. o Web URL Alteva Mobility for Android 8
If you receive a buddy request invitation, you can Allow or Deny it. If you Deny the buddy request, you can always share your presence information later by selecting Subscribe from the buddy contact card. Note that the contact must accept your subscription request for you to establish the presence relationship successfully. The newly added contact appears on your Contacts list. You can add a conference number using the same add icon by typing the conference number in the Add Contact view. You can also add a conference number from a directory search. A conference contact is a special contact used for conference bridges to avoid having to remember an Access code and a conference number, for example, in recurring conferences. Edit Tap a contact from the Contacts list to open a contact card. Use the Android Menu key or press the Overflow icon to see the Edit options Edit opens the Contact Information dialog box where you can add, edit, or remove information. Unsubscribe removes the presence relationship between you and that contact. This means that you do not see the contact s presence information and your contact does not see yours. Select Subscribe to re-establish a presence relationship. An unsubscribed contact remains on the Contacts list and is always shown as offline. Remove removes the contact from your Contacts list. Alteva Mobility for Android 9
Search Company Directory The app supports a search of your Company directory. The search is performed in a separate input field on the Contacts tab. Select what type of contact to search for at the bottom: Buddies, All, Directory, and Local. For a company search, select Directory Tapping the search icon opens the search view Directory search results are displayed with names and numbers. Note: Pressing the back key minimizes the keyboard Tap on a contact to view the Contact details Alteva Mobility for Android 10
Presence For each contact you have subscribed to, you can see their presence. Similarly, your contacts can see your presence on their Contacts list. Presence means that your friends are able to see whether you are available, for example, I m available or I m busy. Icon What it means Online the green presence icon indicates that the user is online and ready for communication. Away the orange presence icon indicates that the user is online but has been idle or away from their computer for more than ten minutes. Busy the red presence icon indicates that the user is busy and does not want to be disturbed. Offline the grey presence icon indicates that the user is offline and the only available contact method is calling or chatting Pending the question mark indicates that a subscription is pending and the contact has not yet approved sharing their presence Busy in Call This icon indicates that the contact is busy on a call. This is an automated presence status Busy in Meeting This icon indicates that the contact is busy in a meeting. This is an automated presence status. The Busy In Call status overrides the Busy In Meeting status so this one is only seen if there is a meeting (for contacts using Alteva Mobility for Desktop Windows) but no call is active. Set your own presence by tapping on the presence icon from the status bar in all tab views. The presence icon opens the My status screen where you can change your avatar, personal message, and presence status. Alteva Mobility for Android 11
Your avatar is the picture that represents you in your friends Contacts lists and in chat screens. Tapping on an avatar opens a dialog with options to select an existing image, to take a new one with your phone camera, or to clear your avatar. You can enter a status message into the area next to the avatar. This status text is shown in your friends Contacts lists. If you see the error message, Chat Unavailable under any tab, it means that XMPP connectivity has been lost for chat and presence; however, you can still make calls. For a sustained loss of Chat connectivity, contact Alteva Support. Alteva Mobility for Android 12
5. Instant Messaging Chat Tab Chat shows the list of recent chats since the last login. If User A chats with User B multiple times, their discussions appear as one item in the list. Tapping the name opens the chat view (IM view) where new messages can be typed. Old messages are also shown. New incoming messages are indicated with a notification badge to the right of the name. The icon remains next to the name until the message is read. Chats are listed so that the newest one is always at the top. Clicking the Overflow icon or holding down the Android Menu key, displays the Make all as Read option. This option removes all notification badges from the Chat History list. Alteva Mobility for Android 13
Chat Start a chat using one of the following methods: From the Buddies list, tap a contact to open the contact card. o From the contact card, tap the Chat icon to start a chat. From the options provided after a long press on a contact. In the Chat History list, tap a contact entry to start a chat. From search results, tap a contact to open the contact card and then choose the Chat icon. Chatting with a contact is only possible when they are online. If your contact initiates a chat, you see a notification badge on the Chat tab and the entry appears on the top of Chat History list. When the chat opens, the name of the recipient is on the top bar and there is a presence icon flag before the name. A smiley emoticon can be added to a message by typing the corresponding character codes or by selecting a smiley icon, (the smiley is displayed graphically in the message area). Group Chat (Ad-Hoc Rooms) Start a group chat using one of the following methods: In single chat session, tap the add participant icon to escalate from a single to a group chat. Alteva Mobility for Android 14
On the Chat screen, tap the Overflow icon to select the Start group chat option. In the Chat History list, tap a group communication entry to start a group chat. When you initiate a group chat, the Chat screen opens. More people can be added later to the chat using the add participant icon. Anyone in the group chat can add participants; however, removing participants is currently not supported. A group chat works the same way as a one-on-one chat. All messages from anyone are sent to everyone else. All contacts need to be online to be able to participate in a group chat. You cannot invite an offline contact. A group chat history is saved and is available to view later in the Chat tab. Alteva Mobility for Android 15
The View Participants button opens a dialog that shows the list of participants in the group chat. The Clear History menu item works the same way as the corresponding option in a one- on-one chat and removes the local history. A user can leave a group chat by selecting the Leave chat option. The chat is marked as offline and the user no longer receives messages from the chat. When clicking on the offline chat, the user re-joins the room and starts receiving messages. However, the user does not receive the messages that were sent in the chat while the user was outside of the room. Alteva Mobility for Android 16
6. Audio and Video Calls Dial Pad Tab The Dial pad tab displays a dial pad and a text field used to enter numbers. The dial pad is one of the options used to make audio or video calls. There are three buttons below the dial pad: Video call, Call, and Dial pad menu. The top text field also has a delete button that, when pressed, deletes one character at a time. A badge notification appears on the Dial pad tab when there are messages in the voicemail box. A long press on the 1 digit connects you to your voicemail box. The Dial pad menu can contains two options: o Pull Call o Retrieve Call. Alteva Mobility for Android 17
Make Audio or Video Calls Make an audio or video call using one of the following methods: Tap a contact from the Buddies list to open a contact card. From the contact card, tap the headset icon to make an audio call or the video icon to make a video call. From search results, open a contact card and tap the headset icon to make an audio call or the video icon to make a video call. Open the dial pad, enter a phone number, and tap the Call or Video button. On the Call History list, tap a call entry. On the Chat screen, tap the headset icon for an audio call or the video icon to perform a video call. Note: if video calling isn t available for you, refer to Settings to Enable Video Calling. Alteva Mobility for Android 18
Dialing Service Depending on a user s settings there are four options for making outgoing calls: Option What it means Will make a circuit-switched call using the native dialer of the Android Carrier minutes are used The user s personal Android Caller ID is used Will make a VoIP call using the Data connection (Carrier or Wi-Fi) No Carrier minutes are used The user s business identity (Caller ID) is used Generates an incoming circuit-switched call from the Alteva platform to connect the call Calls use Carrier minutes The user s business identity is used Appropriate when there is poor or no data connection Generates an outgoing circuit-switched call Calls use Carrier minutes The user s business identity is used Answer Call An incoming call is indicated by a ringtone. There are two options on the incoming call screen: Answer and Reject. Depending on a user's settings these are the incoming call screens Alteva Mobility for Android 19
In Call Actions You can perform the following actions from the In Call screen: Call Transfer End a call Mute your microphone Place a call on hold Adjust the volume Open the dial pad Transfer a call (Blind Transfer) Talk and transfer a call (Attended Transfer) Make a conference call Park a call Transfer a call to Cell Minutes (circuit-switched call) View participants (on a conference call) The client supports transferring calls to another party. Two modes of transfer are supported: Attended transfer Select Add call and click a contact s phone number. Select Talk + Transfer. The second call is placed with the selected contact. If the call is successfully established, you can talk with the third party privately before completing the transfer by pressing the Transfer button. Unattended Call Select Add call and click a contact s phone number. Select Transfer from the menu, the call is dropped and the party is transferred to the selected contact. Conference Calls The application supports conference calls with up to three participants. Alteva Mobility for Android 20
While on a two-way call, tap on the Add call button. This opens the address book on the device to search for and select the new participant. Optional. Select the Dial Pad and enter a phone number to call. Select a contact s phone number and press Conference Once the conference is established, the participants are shown on the screen. Note: The supported mode is Blind Conference calling. The third party receives a call and is joined to the conference automatically when they pick up. An Attended Conference mode, (which prompts the third party to join or decline), is not supported in this release. Call Pull Call Pull can be used in scenarios where a user has two endpoints, for example, a desk phone and a mobile phone with Alteva Mobility. If the user has an active call on the desk phone, this call can be transferred seamlessly to the mobile phone using the Call Pull button. Depending on the dialing settings, the call can be pulled as a VoIP Data or circuitswitched call to the mobile phone. There is no interruption to the voice call. Call Park The Call Park service allows a user to park a call against a parked against extension. The parked call is placed on hold until a user retrieves the parked call. If the call is not retrieved within the provisioned recall time, then the parked call is reverted and presented to the recall user. Alteva Mobility for Android 21
While on an active call, tap the Overflow icon and then Park Call Listen for the voice prompt and enter the extension to park the call against or type # to park the call on your own extension Retrieve a Parked Call A parked call can be retrieved from your own number (an extension) or another extension to provide flexibility for who is picking up the parked call. From the Overflow Menu of the Call window select Retrieve Call o o Transfer to Cell Minutes Dial # to retrieve a call parked against your own extension Dial the extension where a call is parked. An active call can be transferred off of the VoIP (data) connection to the carrier s voice circuit. This is useful when you are on an active call over the data connection and are traveling; you can transfer the call over to the carrier voice network to not have the call drop during poor data connectivity. For example, you re in your office and connected to the office Wi-Fi during an active call. If you leave the office, you ll lose Wi-Fi connectivity and the call will drop. To continue the call out of the office, transfer the call to the carrier s voice circuit with the press of a button. This feature also maintains your business identity (Caller ID) for the call. During an active call, select the Overflow icon and then tap Transfer to Cell Minutes. The call is placed on hold and disconnects. After a few seconds, answer the incoming call and your call is now transferred from the data connection to the carrier s voice circuit. Note: you need to have your mobile phone number entered in Settings. Alteva Mobility for Android 22
Call Waiting You can have one active call at any one time, if you receive a new incoming call and accept it. The existing call is put on hold and you can change between these two calls by using the On Hold button at the top of the screen. Missed Calls and New Messages When you miss a call, the notification bar on the Android device shows a note. By tapping the missed call, you go to the History screen. Notifications, for example, missed calls or new messages, are also shown as badges on the tab icons. Message Waiting Indicator and Voice Mail Access If you have pending voice mail messages, then the notification bar on the Android device displays an icon and the message, You have XX pending voicemail messages. By tapping the voice mail notification, the application dials the voice mail access number directly and you can listen to the VM messages. Voice mail is also accessible with a long press of the dial pad 1 key. If voice mail messages are available, then the 1 key changes color. The number for new voice mails changes depending on how many are open or are new. The voice mail icon in the notification area has an associated badge that shows the number of new messages. Business Line Call Back and Call-Through Alteva Mobility for Android allows you to originate a circuit-switched call using your business line identity. This is done using the basic Call Back functionality or the Call- Through functionality. Basic Call Back is only available if you have Alteva Anywhere or Remote Office assigned. The application checks to see whether one of these two services is provisioned with a phone number that matches the mobile number. If it is provisioned this way, it provides you with the option to make calls using the Call Back feature. Alteva Mobility for Android 23
Call-Through functionality is available if the Mobility service is assigned to your Alteva user profile. Call-Through provides a more natural dialing experience. When a call is placed in this mode, the client communicates transparently with the Alteva platform to connect directly to the destination identifying the call with your business line identity. Contact Name Lookup for Incoming Calls and Call Logs Whenever the incoming call does not have a calling name associated with it, the app can perform a local contact search. If the number matches one of the contacts on the mobile phone s Contacts list, the name is shown on the incoming Call screen along with the alert. Whenever you retrieve your call logs/history and the call log does not have a calling name associated with it, the client does a lookup in the local contacts and populates the name if a match is found. Alteva Mobility for Android 24
7. Call History Call history can be accessed from History tab. Alteva Mobility saves a call history for placed, received, and missed calls. The call history makes it easy for you to redial and call back when you have missed a call or when you want to dial a contact with whom you have recently spoken. Tapping an item on the list opens the contact card where a call can be made to that contact. Incoming Call Outgoing Call Missed Call Alteva Mobility for Android 25
8. Settings The Settings view contains the following items, which can be configured by the end user: Language o U.S. English (default) o French o German o Italian o Spanish (European) o Korean o Japanese o Chinese Remember password Sign in automatically (note that this is disabled until Remember password is checked). Enable Video Calls. By default, video calls are only enabled on devices that have been verified. You can check this to Enable Video calls for you Android device. Call settings opens a new view with the different settings that the user can set. Help View the user guide pdf Troubleshooting the user can send diagnostics to Alteva when requested. Refer to the Troubleshooting section. About shows the current version number Sign out exits and closes the app Alteva Mobility for Android 26
9. Call Settings The app supports the following Alteva Service Management features, allowing various Alteva supplementary services to be turned on or off using the Settings window: Do Not Disturb Call Forwarding Remote Office Hide Number Alteva Anywhere Mobility Service Outgoing calls refer to the Dialing Service section Simultaneous Ring Personal Telephone number Normally a user would configure these settings with their Alteva voice portal, with the Alteva Toolbar (if applicable), or their Admin configures it for them. Do Not Disturb Automatically forward your calls to your voice messaging service, if configured, otherwise the caller hears a busy tone. Call Forwarding By tapping on a different Call Forward options, you can enter a number to forward your calls. Call Forwarding Always Automatically forward all your incoming calls to a different phone number. Alteva Mobility for Android 27
Remote Office Call Forwarding No Answer Automatically forward your calls to a different phone number when you do not answer your phone after a certain number of rings. Call Forwarding Busy Automatically forward your calls to a different phone number when your phone is busy. Call Forwarding when unreachable Automatically forward your calls to a different phone number when your phone is unreachable. Normally, voice mail will take the call. This service allows the use of any phone as an office phone from a charging and numbering perspective. For example, a hotel room phone can be used as the office phone. Hide Number Enable Remote Office and specify a phone number to be used as the Remote Office number. You can hide or display your number when calling or communicating with other parties or contacts. Alteva Anywhere To hide your number, set to Enable. To show your number, set to Disable. Alteva Anywhere simplifies communications for on-the-go users and remote users by extending the features of a desk phone to any other fixed or mobile device, regardless of the network or handset manufacturer. Callers dial one number and can reach you on any phone the user chooses. A desk phone, cell phone, and/or a soft phone may ring simultaneously. Enjoy voice call continuity with the ability to move live calls from one device to another without hanging up. Add locations (numbers) that can be used in the service using the Add New Location button. Use the Alert all locations to activate parallel ringing. Select Diversion inhibitor to prevent internal company calls ending up as a voice mail. This can only be used for calls within a Group or Enterprise. Select Answer Confirmation to receive a separate audio prompt when answering a call from that number (location). It may be useful in cases where, for example, mobile numbers are being used to prevent incoming calls going to mobile voice mail. Select Call Control to enable the server platform to provide mid-call services such as Call Transfer and Conferencing for that number (location). Alteva Mobility for Android 28
Simultaneous Ring Personal Ring multiple phones simultaneously when calls are received. Provided for legacy compatibility, this feature has been superseded by the more feature-rich Alteva Anywhere function. Own Phone Number This is used in conjunction with the Mobility service, and more specifically, with the Call- Through calling mode. The user should provide their mobile device telephone number in this field. This number should match the number configured for the Mobility service for the Call-Through functionality to work. The Transfer to Cell Minutes feature requires this setting as well. Alteva Mobility for Android 29
10. Multiple Device Support Alteva Mobility supports users with multiple devices using Alteva Mobility (Desktop and Smartphone): Chat invitations sent to a user are received on all devices supporting Instant Messaging, for example the Alteva Desktop program and an Alteva Mobility Smartphone app. Before the session is accepted, messages are sent to all devices and once answered, the chat messages go to the device that has sent a reply message. Accepting a sharing presence invitation in one client is also recognized by another client, and both clients start receiving presence updates. A new presence subscription made in one client is recognized in another. Removing a contact from the contact list in one device is recognized in another client and the contact list is updated (that is, the contact is removed) in the other client as well. If a user has many devices, each device has the same status when shown to the end user. In addition, the contacts on the contact list always see the same status with updates shown in the following priority order: o Busy o Online o Away o Offline This means, for example, that if one client publishes a Busy status and another client publishes a different status, contacts see the user as Busy. Alteva Mobility for Android 30
11. Smartphone only Users Some users may be provisioned with a Smartphone only license and will not have any Instant Messaging and Presence features. The User Guide sections on Instant Messaging and Chatting can be omitted along with Presence and references to IM buddies. The user won t see any icons pertaining to Presence or Instant Messaging. All other features and functionality are available. o Voice and Video Calls o Searching the company directory and local address book o Call History o Call Settings The app uses the contact list from the phone or a directory search. Note: directory search contacts can be added to the local address book. The user will see the dial pad upon signing in: Alteva Mobility for Android 31
12. Troubleshooting The troubleshooting function can be used if there are issues encountered with the application. It collects and sends diagnostic information to a predefined Alteva support e- mail address. This helps support personnel to identify the issues. The information being sent consists of application and media engine diagnostic logs. Troubleshooting is managed by a menu entry in Settings. It can be accessed from two places in the client: Using the Help button on the Sign In screen Clicking on Help opens the Settings screen that contains the help and troubleshooting-related entries. This can be used before the user signs in, for when a user has issues with sign in or connectivity. From the Settings screen Help and troubleshooting entries are available at the bottom of the Settings menu. These are accessible while the user is logged in. Known issues No support for Bluetooth audio devices A local address book contact s phone number type isn t viewable in the Contact list. Each phone number, work, home, or cell, will be shown as a separate entry. Alteva Mobility for Android 32
Change History Date Item Author 7/1/2014 Created document William Jarema Alteva Mobility for Android 33