cmc user guide

BUSINESS COMMUNICATIONS MANAGEMENT

COMMUNICATION MOBILE CLIENT (CMC)USER GUIDE

SOFTWARE VERSION 6.0 SP4

DOCUMENT VERSION 2.1 (9.1.2009)

COPYRIGHT

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USER GUIDE TABLE OF CONTENTS

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TABLE OF CONTENTS1. Introduction ....................................................................................................................................................... 1

1.1. About this application.............................................................................................................. 11.2. Available device platform options........................................................................................... 21.3. About this document................................................................................................................ 3

2. Series 60 platform option.................................................................................................................................. 5

2.1. User interface........................................................................................................................... 52.1.1. Symbols....................................................................................................................... 6

2.2. Getting started ......................................................................................................................... 72.2.1. Prerequisites ................................................................................................................ 72.2.2. Installing S60 versions ................................................................................................ 82.2.3. Logging in and out ...................................................................................................... 92.2.4. Adjusting user settings ................................................................................................ 92.2.5. Updating administrative settings............................................................................... 152.2.6. Updating call routing table........................................................................................ 152.2.7. Removing offline files............................................................................................... 152.2.8. Other optional functions............................................................................................ 162.2.9. Language and time format settings ........................................................................... 162.2.10. VoIP Settings........................................................................................................... 16

2.3. Selecting online/offline modes .............................................................................................. 172.4. Searching companies or contacts........................................................................................... 18

2.4.1. Browsing directories ................................................................................................. 182.4.2. Searching in database or offline files ........................................................................ 19

2.5. Making phone calls................................................................................................................ 202.5.1. Calling numbers that are searched from directories.................................................. 212.5.2. Answering phone calls .............................................................................................. 212.5.3. Transferring calls ...................................................................................................... 222.5.4. Using call routing service ......................................................................................... 232.5.5. Source number masking............................................................................................ 242.5.6. Calling directly.......................................................................................................... 242.5.7. Personal forwarding number ..................................................................................... 242.5.8. Changing diverting numbers ..................................................................................... 252.5.9. Making VoIP calls ..................................................................................................... 25

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2.6. Sending messages.................................................................................................................. 262.7. Modifying contact information ............................................................................................. 26

2.7.1. Modifying phone’s contact list ................................................................................. 272.7.2. Modifying personal segments................................................................................... 27

2.8. Using availability information functions............................................................................... 282.8.1. Updating your own availability information ............................................................ 282.8.2. Linking PRS profiles and phone profiles.................................................................. 302.8.3. Viewing other people’s availability information ...................................................... 312.8.4. Linking calendar entries to availability functions..................................................... 33

2.9. Barring calls and allowed groups .......................................................................................... 332.10. Using queue functions......................................................................................................... 342.11. Recording phone calls ......................................................................................................... 352.12. Using reporting functions.................................................................................................... 37

3. Series 80 platform option................................................................................................................................ 39

3.1. User interface ........................................................................................................................ 393.1.1. Menu bar ................................................................................................................... 403.1.2. Main menu ................................................................................................................ 413.1.3. Symbols .................................................................................................................... 413.1.4. Command buttons ..................................................................................................... 423.1.5. Keyboard................................................................................................................... 42

3.2. Getting started ....................................................................................................................... 433.2.1. Prerequisites.............................................................................................................. 433.2.2. Installation ................................................................................................................ 443.2.3. Logging in and out.................................................................................................... 443.2.4. Adjusting user settings.............................................................................................. 453.2.5. Changing password................................................................................................... 483.2.6. Updating administrative settings .............................................................................. 483.2.7. Language and time format settings........................................................................... 493.2.8. VoIP Settings............................................................................................................. 493.2.9. Updating call routing table ....................................................................................... 503.2.10. Removing offline files ............................................................................................ 503.2.11. Other Menu functions ............................................................................................. 50

3.3. Selecting online/offline modes.............................................................................................. 513.4. Searching companies or contacts .......................................................................................... 51

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3.4.1. Browsing directories ................................................................................................. 523.4.2. Searching................................................................................................................... 53

3.5. Making phone calls................................................................................................................ 543.5.1. Calling numbers that are searched from directories.................................................. 543.5.2. Calling numbers that are not found in directories..................................................... 553.5.3. Answering phone calls .............................................................................................. 553.5.4. Transfering calls........................................................................................................ 553.5.5. Using call routing service ......................................................................................... 563.5.6. Source number masking............................................................................................ 563.5.7. Calling directly.......................................................................................................... 573.5.8. Personal forwarding number ..................................................................................... 573.5.9. Changing diverting numbers ..................................................................................... 583.5.10. Making VoIP calls ................................................................................................... 58

3.6. Sending messages .................................................................................................................. 593.7. Modifying contact information.............................................................................................. 59

3.7.1. Modifying phone’s contact list.................................................................................. 603.7.2. Modifying personal segments ................................................................................... 60

3.8. Using availability information functions............................................................................... 603.8.1. Updating your own availability information............................................................. 613.8.2. Linking PRS profiles and phone profiles .................................................................. 623.8.3. Viewing other people’s availability information....................................................... 643.8.4. Linking calendar entries to availability functions..................................................... 64

3.9. Barring calls and allowed groups .......................................................................................... 653.10. Using queue functions ......................................................................................................... 653.11. Recording phone calls.......................................................................................................... 663.12. Using reporting functions .................................................................................................... 67

4. UIQ 3 platform option .................................................................................................................................... 69

4.1. User interface......................................................................................................................... 694.1.1. Symbols..................................................................................................................... 70

4.2. Getting started ....................................................................................................................... 704.2.1. Prerequisites .............................................................................................................. 704.2.2. Installing software on phone ..................................................................................... 714.2.3. Logging in ................................................................................................................. 734.2.4. Adjusting user settings .............................................................................................. 73

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4.2.4.1. Additional user setting options..................................................................... 754.2.5. Updating administrative settings .............................................................................. 764.2.6. Language and time format settings........................................................................... 764.2.7. Updating call routing table ....................................................................................... 764.2.8. Closing application ................................................................................................... 77

4.3. Searching companies or contacts .......................................................................................... 774.3.1. Browsing directories ................................................................................................. 774.3.2. Searching in database or offline files........................................................................ 78

4.4. Making phone calls ............................................................................................................... 794.4.1. Calling numbers that are searched from directories ................................................. 794.4.2. Answering phone calls.............................................................................................. 804.4.3. Using call routing service ......................................................................................... 804.4.4. Source number masking............................................................................................ 814.4.5. Calling directly ......................................................................................................... 814.4.6. Personal forwarding number..................................................................................... 81

4.5. Sending messages.................................................................................................................. 824.6. Modifying contact information ............................................................................................. 82

4.6.1. Modifying phone’s contact list ................................................................................. 834.6.2. Modifying personal segments................................................................................... 83

4.7. Using availability information functions............................................................................... 844.7.1. Updating your own availability information ............................................................ 844.7.2. Viewing other people’s availability information ...................................................... 864.7.3. Copying calendar entries to availability functions ................................................... 87

4.8. Barring calls and allowing groups......................................................................................... 884.9. Using queue functions........................................................................................................... 894.10. Using reporting functions.................................................................................................... 90

5. CMC Lite mode ............................................................................................................................................... 91

5.1. User interface ........................................................................................................................ 915.2. Logging in and out ................................................................................................................ 91

5.2.1. Adjusting user settings.............................................................................................. 915.2.2. Logging out............................................................................................................... 92

5.3. Making phone calls ............................................................................................................... 925.3.1. Calling and answering phone calls ........................................................................... 935.3.2. Using call routing service ......................................................................................... 93

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5.3.3. Source number masking............................................................................................ 935.3.4. Changing diverting numbers ..................................................................................... 94

5.4. Using availability information functions............................................................................... 945.5. Recording phone calls ........................................................................................................... 945.6. Using reporting functions ...................................................................................................... 95

6. Glossary............................................................................................................................................................ 97

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USER GUIDE1. INTRODUCTION

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1. INTRODUCTIONThis section describes the following functions and issues:

1.1. About this application (page 1)1.2. Available device platform options (page 2)

1.1. ABOUT THIS APPLICATION

Communication Mobile Client (CMC) belongs to the SAP BCM product family. There are two modes of the software, CMC and CMC Lite. They offer the following functions in addition to the interface to the standard calling and messaging functions of the device.

AVAILABLE FEATURES CMC CMC LITE

Directories which are company-wide or personal segments containing company and contact information (internal users or external customers)

x

Availability information (absence and presence) and profiles xQueues xConnection to reporting x xLinking PRS profiles and phone's profiles x (not in UIQ) xPhone diverting number administration x (not in UIQ) xCall services:- Call routing service- Source number masking service

x x

Call recording x (not in UIQ) xWLAN network compatibility (in certain models, for example in 9500 and 9300i)

x x

Mobile presence function: the phone device status (busy/free) is continuously sent to the CEM database. This function is available when the application is used in the WLAN or 3G network, not when the GSM or GPRS data connection is used.

x x

The mode, queues, and segments, are available according to user rights. Administrators manage the user rights as described in the User Administration Guide documents. Installation and configuration issues are described in the Installation Guide document.

Many functions are similar to the Communication Desktop (CDT) application. The application retrieves data from the CEM and CPM databases, and transfers availability information and call reporting data to the CEM database.

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USER GUIDE1.2. AVAILABLE DEVICE PLATFORM OPTIONS

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NOTE: The CDT, ETC-controlled hardphones and CMC applications are alternate ways to log into the system. - If you have logged in one of these applications, and try to into the CMC virtual phone (enter the online mode) of the same account, the others are closed. - If your CMC virtual phone is open and you log into the CDT application or ETC-controlled hardphone, the CMC goes to the offline mode.

Some of the functions described in this guide may not be implemented in your system, or you may not have permission to use them. Furthermore, your system may include separately implemented customer-specific features that this guide does not cover. Contact the supplier or administrator for further information.

NOTE: Client component certificates are issued by Verisign to Wicom Communications Oy.

CAUTION: The software users ( service providers and end-users) are fully responsible for ensuring that the services provided using this software do not violate and are not used in contravention of local legislation. The software users must acknowledge that the software collects identification data for enabling the services and their invoicing, security and troubleshooting, protecting the services against misuse and misappropriation, and further improvement of the software and services, and they must assume the full responsibility of the use of the collected data.

1.2. AVAILABLE DEVICE PLATFORM OPTIONS

The software versions available for different platform options are:

S60 2nd edition version for the devices running on the Series 60 2nd edition feature packs 1, 2 and 3 device platform see the section 2. Series 60 platform option (page 5).S60 3rd edition version for the devices running on the Series 60 3rd edition device platform. UIQ 3 option, see the section 4. UIQ 3 platform option (page 69). Note that the CMC Lite mode and some functions, for example, linking profiles, changing diverting numbers and recording, are not available in the UIQ 3 platform option.

Each of the versions must be installed to the phone with the corresponding SIS file.

See the Hardware Compatibility List document for approved device models for each option and appropriate third-party documentation for information about the actual device and its basic use.

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USER GUIDE1.3. ABOUT THIS DOCUMENT

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1.3. ABOUT THIS DOCUMENT

Conventions:

CAUTION: This is an important caution.

NOTE: This is a necessary note.

HINT: This is a helpful hint.

ITEM MARKING EXAMPLEProper nouns Italic Microsoft Windows Various user interface items (such as buttons, menus, submenus, dialog windows)

Italic Click the Update button.

Select Start > Programs > Internet Explorer.Paths and directories Italic By default the file is located in the following

directory: C:\Documents.Values and variables Italic Replace the xyz value with the 123 value.Code examples Courier font run if xyz = 123

Some functions Bold You can use the Find and replace function for searching items.

Terminology Bold italic By default clicking refers to the left mouse button.


USER GUIDE1.3. ABOUT THIS DOCUMENT

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USER GUIDE2. SERIES 60 PLATFORM OPTION

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2. SERIES 60 PLATFORM OPTIONThis section introduces the version that runs on the Series 60 2nd and 3rd edition device platform:

2.1. User interface (page 5)2.2. Getting started (page 7)2.3. Selecting online/offline modes (page 17)2.4. Searching companies or contacts (page 18)2.5. Making phone calls (page 20)2.6. Sending messages (page 26)2.7. Modifying contact information (page 26)2.8. Using availability information functions (page 28)2.9. Barring calls and allowed groups (page 33)2.10. Using queue functions (page 34)2.11. Recording phone calls (page 35)2.12. Using reporting functions (page 37)

NOTE: Make sure that you install the application with the file corresponding to the target device platform: there are specific SIS files for Series 60 2nd and 3rd Edition devices.

2.1. USER INTERFACE

The main view appears when you start the application, see the section 2.2.3. Logging in and out (page 9). Main view provides access to most functions.


USER GUIDE2.1.1. SYMBOLS

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Move in menus with the scroll key (1), and select the option by pressing the center of the scroll key.Press the selection keys (2) to get the functions displayed above the keys, for example Options, Exit. The list of functions under the Options key is different in each view. The functions are explained in connection to the corresponding task.

See the appropriate third-party documentation for information about the actual hand-held device and its basic use.

2.1.1. SYMBOLS

=> Status indicators for availability: red = away, yellow = tentative, green = free.

=> Virtual phone indicator. The symbol is displayed when the phone is connected to the server and is online. When the virtual phone mode has been selected (see the section 2.3. Selecting online/offline modes (page 17)) a white symbol appears and its colour turns to green when the virtual phone status has been reached.

=> Virtual phone not in use.

=> An absence profile is in use. See the section 2.8. Using availability information functions (page 28).


USER GUIDE2.2. GETTING STARTED

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=> Calls are barred, either from all except the allowed groups, see the section 2.9. Barring calls and allowed groups (page 33), or calls are blocked during an absence, see the section 2.2.4. Adjusting user settings (page 9)

=> Absence profile is in use and calls are barred.

Other symbols that are displayed or are on the device are explained in the device’s documentation.

2.2. GETTING STARTED

This section introduces the following functions and issues:

2.2.1. Prerequisites (page 7)2.2.2. Installing S60 versions (page 8)2.2.3. Logging in and out (page 9)2.2.4. Adjusting user settings (page 9)2.2.5. Updating administrative settings (page 15)2.2.6. Updating call routing table (page 15)2.2.7. Removing offline files (page 15)2.2.8. Other optional functions (page 16)2.2.9. Language and time format settings (page 16)2.2.10. VoIP Settings (page 16)

2.2.1. PREREQUISITES

Memory requirements

The application requires at least 3 MB of free memory. Make sure that there is always enough memory, and remove unnecessary files frequently. Check the free memory in the following way:

1. Press the Menu key.2. Select the Options - Memory details - Free memory options.

To free more memory:

Remove the CMC application’s offline files when changing the database the application is connected to, or if the files are corrupted: select Options - Settings - Options - Delete offline files options.A large phone log in the device consumes memory and may slow down the application. To prevent this, set the log duration of the phone device to 7 days, or less, in the following way:

Select the (Call) Log option, see the device documentation.Select the Options - Settings - Log duration options.Set log duration to 7 days, or less.

Follow if files from other applications are cumulated to the memory and remove these as well.


USER GUIDE2.2.2. INSTALLING S60 VERSIONS

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Set the application’s log level to an appropriate level, see the section 2.2.4. Adjusting user settings (page 9).

Other requirements

Before the application canbe used, the following conditions must be fulfilled:

There is an active GSM subscription with a GPRS connection. Contact a local operator.The system software has been installed, and the users rights are correctly configured for queues, services and so onThe application is installed on the phone.

NOTE: Make sure that the time setting in the phone device is set to the same time as the server of your BCM system. Do this using the phone device setting Auto update ON, if you can rely on both the operator and the system time being checked against an accurate source.

If the phone device is in a different time zone to the server, the availability information is displayed automatically in the local time, regardless of the phone device time setting.

NOTE: Never change the time setting manually when the daylight saving is applied. If the auto update setting is not on always use the Daylight saving on / Daylight saving off setting in the phone. If you change the time setting manually the availability information will not be synchronized.

2.2.2. INSTALLING S60 VERSIONS

NOTE: Close the device’s calendar application before installation, otherwise rebooting is required for calendar synchronization.

The installation starts by receiving an installation SIS file. Note that the application must be installed to the S60 2nd and 3rd edition platform options from different SIS files.

1. Select the SIS file and the Install option. The Installer starts. If security warnings appear, select the Continue or Yes option.

2. Select the Install > OK options.3. If you have an earlier version of the application, the installer asks if you want to replace it.

Select the OK option.4. Accept the confirmation messages.5. The message Installation complete (or a corresponding one, this may vary slightly in different

phone models) appears when the installation is complete.


USER GUIDE2.2.3. LOGGING IN AND OUT

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2.2.3. LOGGING IN AND OUT

You may have defined in the phone device settings that you must enter a PIN code when you open the device, but the application itself does not require a separate login.

You can define that the CMC application starts automatically when you open the device, or you can start it from the menu:

1. Press the menu button.2. Select the application from the list of available applications. In some devices the application

is placed in the Installations folder.3. Press the scroll key.

The application starts in the CMC Lite mode the first time it is used after the installation,. Following log-in the application checks the administration settings and starts the application in the corresponding mode.

To log out, select the Options > Exit options.

2.2.4. ADJUSTING USER SETTINGS

If the application is installed on your phone with a customized SIS file, you do not need to enter any other information except the default connection, username and password. If the application is installed on your phone with a generic SIS file, some other of the compulsory settings, such as the connection port, may be missing. Contact your administrator.

If the compulsory settings are missing, the application opens a dialog box to enter the missing data.


USER GUIDE2.2.4. ADJUSTING USER SETTINGS

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To adjust the user settings:

1. Open the Settings menu by selecting Options > Settings with the selection key.2. Select the category, for example Connection.3. Scroll through the settings. If you want to change a setting, select it by pressing the scroll key,

enter the new value and press the OK button.

NOTE: You can only adjust the settings Auto-start, Block inbound calls during absence and Calendar integration if editing settings is allowed in the User Administrator application. You can select the Active call service only if the service is enabled by the user administrator and if editing settings is allowed by the user administrator.

USER SETTINGS OPTIONS

Connection

NOTE: All Connection settings are compulsory. The application will not start if they are not properly configured.

Host => Host name or IP address of the virtual unit where the Connection Server is installed.Port => Port number.Host Directory => The host directory that includes the services connecting the application to the system. Write either the exact directory path with the start and end slashes for example /company/mobiledir/, or the customer directory name without slashes, for example company.



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Username => Enter the same username you are using in the system. It is defined when your account is created in the User Administration application.Password => Enter the same password you are using in the system. It is defined when your account is created in the User Administration application, and can be changed in the CDT and CMC applications.Default connection => Select the GPRS connection provided by your operator or WLAN if it is available and your phone supports it .Set IAP on start-up => Select if you want to define the internet access point (IAP) from those available when the application is started. The default value is No.Set IAP on failure => Select if you want to define the internet access point (IAP) from those available after the connection has been lost. The default value is No.

The new connection settings are taken in use when you navigate away from the Connection view by selecting Back or Done.

CMC confirms the change and creates a new connection with new settings if any of the following connection settings are edited:

HostPortHost directoryUsernamePasswordDefault connection

CMC displays a progress bar when logging in to the BCM system. The login process may take several minutes.You can hide the progress bar and start using the application by selecting Hide.



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You can also cancel the login process and define new connection settings:

1. Hide the login progress bar.2. Navigate to the Connection settings view.3. Edit the settings.4. Close the Connection settings view by selecting Back.5. When the confirmation message Do you really want to change the settings and log in again?

appears, select Yes. Then the ongoing login process in cancelled and a new one is started with the previously defined settings.

Calls

Direct call => Bypasses all active call services and calls directly to the selected number.Calls allowed => Select the allowed calls:All => All calls allowed.Allowed groups => Calls are allowed from the defined groups only. Display the list of groups by pressing the option List, see also the section 2.9. Barring calls and allowed groups (page 33).Blocking (absences) => Select if the inbound calls are barred when the absence profile is in use. Select the Yes or No option by pressing the scroll key center. See also the section 2.8. Using availability information functions (page 28). You can adjust this setting only if editing settings is allowed by the user administrator.Active call service => Activates the use of the Call routing service, see the section 2.5.4. Using call routing service (page 23), or the Source number masking service, see the section 2.5.5. Source number masking (page 24), or neither of them. Only one of the services can be active at a time.

NOTE: You can select the Active call service only if the service is enabled by the user administrator and if editing settings is allowed by the user administrator.

Call service mode => Select if the call service (if any is in use) commmunicates with the CEM Server via DTMF or virtual phone. Mobile => Opens the dialog for entering the user’s mobile phone number. Make sure that this number corresponds to your SIM card, otherwise call routines may not work properly. Changing this setting updates the mobile number setting entered for the account in the User Administrator application.Personal forwarding number => Enables modifying the personal forwarding number in the system. Press the Options key and select the Show option to check the number from the database, or the Change option to change it.Emergency numbers => Shows a list of the emergency numbers in use. An emergency number is always called directly. Emergency numbers can be defined in the System Administrator application.Call prefix number => Automatically enters the number that is added to the called numbers .Call prefix in use => Select if the automatic prefix number is used. The default value is No.



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VOIP Settings Call type selection => You can adjust the setting only if it is allowed in the User Administrator application.

Not in use => VoIP calls are disabled.Automatic => VoIP calls are enabled, the call type is automatically selected.Manual => VoIP calls are enabled, but the call type must be selected manually when a call is made.

VoIP call error handling => Defines how the application behaves when the VoIP call initialization fails and manual call type selection is in use:

None => Nothing is done.Try mobile => The application tries to initialize a mobile call instead without notifying the user.Confirm mobile => The application requests confirmation before trying to initialize a mobile call instead.

SIP profile => Select one of the IETF-type SIP profiles.SIP auto-registration => You can adjust the setting only if it is allowed by the User Administrator application.

Yes => The application tries to register the selected SIP profile automatically when the device is in range of the associated WLAN.No => Profile registration is handled according to device’s settings.

Profiles

Shows how the system PRS profiles and the phone device’s profiles are linked . The linking is done in the User Administrator application (see the User Administration Guide document),for example, with the following settings, when an Absence PRS profile is selected, the phone profile is automatically changed to Silent:

Default profile > GeneralPresence profiles > Meeting



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Absence profiles > Silent

The PRS profile dependant phone profile is activated when the profile is changed, or when the CMC application is started.

Miscellaneous

Log level => Sets the logging level for troubleshooting purpose. Check one or several of the following items:

Errors Connection User interface Common services Calls

Connection server log level => Select the Connection server log level from Low, Normal, High and Very high.Debug mode => Select the Yes option in error situations only. When the mode is on, the functions may be slightly slower but create better log files.Virtual phone start-up mode => View the mode for the virtual mode start-up, the options are Automatic, Ask for confirmation or Manual. The value is set in the User Administrator application, it can only be viewed here.Calendar integration => Enable linking calendar entries to the availability information. Select the Yes or No option by pressing the scroll button center. See the section 2.8.4. Linking calendar entries to availability functions (page 33). You can adjust this setting only if editing settings is allowed by the user administrator.Auto-start => Define if the CMC application starts automatically or manually. The application also restarts automatically after being closed, the delay is 1-30 minutes as configured in the initial file by the administrator. You can adjust this setting only if editing settings is allowed by the user administrator.


USER GUIDE2.2.5. UPDATING ADMINISTRATIVE SETTINGS

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Confirm billable events => Select the Yes or No option. The feature is available in the S60 3rd edition version only.Search target => Select the default search target for the Search view. The default value is Contacts (offline files).

2.2.5. UPDATING ADMINISTRATIVE SETTINGS

The installation SIS file includes settings that the user cannot change, such as the rights and phone numbers for Call routing and Source number masking services. After installating the CMC application, the administrator can update these settings in the User Administrator application. The update takes place when the client connects to the hosting system after the start-up, and according to the frequency defined in the SIS file, typically once a day. You can also check for the updates manually:

Select the options Options > Settings. The Settings view appears.Select the options Options > Update > Settings.

If the settings are changed, an informative message appears.

NOTE: Some settings require that the application is restarted after update Contact your administrator.

2.2.6. UPDATING CALL ROUTING TABLE

The call routing table defines the routes and numbers for the Call routing service, see the section 2.5.4. Using call routing service (page 23). The administrators create and maintain the call routing table in the web server.

The call routing table is loaded from the server after first log-in, and it is reloaded once a week.

You can update the table manually:

Select the options Options > Settings. The Settings view appears.Select the options Options > Updates > CR table.

NOTE: Deleting offline files also deletes the call routing table file. After deleting the file its content remain in the phone’s memory until the CMC application is closed or the device is turned off.

2.2.7. REMOVING OFFLINE FILES

Delete offline files regularly once a month, and always when you change the server the application is connected to when logging onto another system:

Select the options Options > Settings. The Settings view appears.Select the options Options > Delete Offline files.


USER GUIDE2.2.8. OTHER OPTIONAL FUNCTIONS

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2.2.8. OTHER OPTIONAL FUNCTIONS

By pressing the Options key you get the following additional functions. The list of available functions varies in different views.

About => Displays the software version.Delete Offline files => Removes offline files. See the section 2.2.7. Removing offline files (page 15).Edit => Edits the information in the current search field.Exit => Ends the CMC session.Help => Explains how to access the User guide document.Open => Opens the current selection.Refresh => Updates the displayed view.Select => Selects the current option.Settings => Opens the Settings view, see the section 2.2.4. Adjusting user settings (page 9).Update => Updates the administrative settings or the call routing table. See the sections 2.2.5. Updating administrative settings (page 15) and 2.2.6. Updating call routing table (page 15).Virtual phone => Enters online/offline mode, see the section 2.3. Selecting online/offline modes (page 17).

2.2.9. LANGUAGE AND TIME FORMAT SETTINGS

English, Finnish and Swedish versions are available. The application uses the language set in the phone device's settings, if it is available. If the selected language is not available, the English version is used.

The application displays the time and date in the format set in the phone device's settings.

2.2.10. VOIP SETTINGS

The application can make calls using the voice over internet protocol (VoIP) with E-series phones with WLAN and SIP support. The VoIP calls are enabled only after:

they are configured in the phone's settingsthey are enabled in the CMC settings, see VOIP Settings (page 13).the phone device is in range of the selected WLAN access point.

To configure the phone’s settings, select (in the phone device) Tools > Settings > Connection > SIP settings, and select Options > Add new > Use default profile. Enter the following settings:

Profile name => for example “MySIP”. Service profile => IETFDefault access point => select an appropriate WLAN access point


USER GUIDE2.3. SELECTING ONLINE/OFFLINE MODES

9.1.2009

Public user name => SIP user name in format “sip:<your_bcm_extension_number>@<sip_registrar_ip_address>”, for example sip:[email protected] .Use compression => NoRegistration => When neededUse security => NoProxy server => server nameProxy server address => sip:<sip_registrar_ip_address>Realm => <empty>User name => “<your_bcm_extension_number>”Password => <empty>Allow loose routing => YesTransport type => UDPPort => 5060Registrar serverRegistrar server address => “sip:<sip_registrar_ip_address>”Realm => <empty>User name => <your_extension_number>Password => <empty>Transport type => UDPPort => 5060

In Tools > Settings > Connection > Internet telephony settings, select Options > New profile. Enter the following settings:

Name => for example “MyVoIP”SIP profiles => select the previously created SIP profile.

2.3. SELECTING ONLINE/OFFLINE MODES

You can also use the application in the offline mode,you cannot however use the functions which require connection to the CEM server such as queue functionalities, diverting calls and call routing (via CEM). Note that the virtual phone start-up mode setting may set the application to the online mode automatically, see the section 2.2.4. Adjusting user settings (page 9).

Enter the online/offline mode:

1. Press the Options key and select the option Virtual phone. 2. Select the option Enter online mode or Enter offline mode accordingly.


USER GUIDE2.4. SEARCHING COMPANIES OR CONTACTS

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2.4. SEARCHING COMPANIES OR CONTACTS

You can browse companies or contacts within the selected segment or search with specified criteria from the database or offline files.

2.4.1. Browsing directories (page 18)2.4.2. Searching in database or offline files (page 19)

Note the following:

Depending on the amount of data and the precision of the search criteria it may take a while to retrieve data.If the offline file is missing, the application retrieves data from the server.The search results include only the objects you have rights for.

2.4.1. BROWSING DIRECTORIES

Administrators create and maintain the company-wide segments in the CPM Administrator application. They are displayed in this and other applications as directories. The personal segments and the customer information are created in the Communication Task Management (CTM) or Communication Desktop (CDT) application.

1. Select the Directories option from the main view2. Select the appropriate segment, and then select Companies, Contacts or Availability. The

software executes the search and lists the search results for the selected view. You cannot use wildcard characters in the find pane.


USER GUIDE2.4.2. SEARCHING IN DATABASE OR OFFLINE FILES

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If the number of contacts or companies is very large, they are displayed on several pages. The number of items displayed at a time (on a page) can be configured in the User Administrator application from 200 to 800. To display more pages, select the options Options > Retrieve more > Next page, Previous page or Page n.

Viewing availability

Select the Availability option to view the availability status for all members of the segment.

2.4.2. SEARCHING IN DATABASE OR OFFLINE FILES

You can search contacts or companies from the entire database, or contacts from the offline files. The former is possible only when you have a connection to the database server.

1. Select the Search option in the main view.


USER GUIDE2.5. MAKING PHONE CALLS

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2. Enter the search value, at least three characters. When searching Contacts (offline files) no wildcards are required and the search is targeted automatically to the beginning of the word . When searching Companies (server) or Contacts (server) you can add a wildcard:

* for any number of characters ? for one character.

When the search is targeted to the server, it can also be targeted to a specified segment. The selection list displays the segments you have rights for. The selected segment is used as the default target if you make a search targeted to the server during the same session. Otherwise the default target is All segments.

3. Select the search target for Contacts (offline files), Companies (server) or Contacts (server). The default target can be set in the Miscellaneous user settings.

4. When searching Companies (server) or Contacts (server) you can decide if you search with the beginning of the word.

5. When searching Companies (server) or Contacts (server) you can save the results for later use and check if you have saved a similar search earlier by selecting the option Use offline files: Yes.

NOTE: The server search is targeted at the pieces of information defined in the system’s search template (see the System Administration Guide document for more information). All pieces of information are not displayed in the CMC application, and thus, the search may give results that appear to be incorrect.

6. Press the Find option to start the search.

2.5. MAKING PHONE CALLS

This section introduces the following telephony functions:

2.5.1. Calling numbers that are searched from directories (page 21)


USER GUIDE2.5.1. CALLING NUMBERS THAT ARE SEARCHED FROM DIRECTORIES

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2.5.2. Answering phone calls (page 21)2.5.3. Transferring calls (page 22)2.5.4. Using call routing service (page 23)2.5.5. Source number masking (page 24)2.5.6. Calling directly (page 24)2.5.7. Personal forwarding number (page 24)2.5.8. Changing diverting numbers (page 25)2.5.9. Making VoIP calls (page 25)

NOTE: Emergency calls, for example 112, are always called directly from the device without delay.

2.5.1. CALLING NUMBERS THAT ARE SEARCHED FROM DIRECTORIES

1. Search the contact or company in one of the ways explained in the section 2.4. Searching companies or contacts (page 18).

2. Select the Phone, Mobile or Other number field.3. Press the phone’s call or scroll key.

If the selected number has no area code, you must use the phone device for making the call, unless the number length matches the settings for internal numbers. In that case the CMC application adds the internal prefix to the number before making the call.

2.5.2. ANSWERING PHONE CALLS

Press the answer key in the phone device to answer inbound calls. The application displays the number where the call comes from (the caller’s number for the direct calls and the queue’s number for the queue calls).


USER GUIDE2.5.3. TRANSFERRING CALLS

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When the phone rings, the phone application always moves to the top. After answering, the device returns to the application which was on the top before the call.

2.5.3. TRANSFERRING CALLS

You can transfer inbound calls which are picked from a queue or called to your extension number (calls that come via the BCM system). The transfer is blind, so you do not know if the receiver takes the call or not.

NOTE: The transferring only works reliably when the 3G network is in use, note the 3G icon.

1. Select Options > Calls > Transfer call.2. Enter the number and select OK.

You can also browse the number from the directory or make a search, and transfer the call to that number:

1. Select the contact from the search results, or from the directory contacts or availability information list.

2. Open his/her contact details.3. Select the number.4. Select Options > Calls > Transfer call.


USER GUIDE2.5.4. USING CALL ROUTING SERVICE

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Transferring other calls depends on the functions enabled by your operator.

2.5.4. USING CALL ROUTING SERVICE

NOTE: You cannot use the Call routing service if your phone device hides your phone number from the recipients. See the phone device’s documentation for adjusting the call settings.

CAUTION: The legislation related to data protection and privacy varies in different countries. For example, you may need to inform the other party that a call is being recorded or that the supervising functions are in use. This may also be the case when displaying and hiding digits in phone numbers. Check the local laws and acts related to the appropriate issues.

In the Call routing service the phone calls to the local routing service, and the call is routed according to the call routing table. For example, the call table can define the least expensive route to avoid roaming costs. If a foreign number is selected, the application always uses the Call routing service .The routing table is managed by the administrator and you can manually check for new updates, see 2.2.6. Updating call routing table (page 15).

When the Call routing service is active, it is used for all calls made from the device, except for emergency calls.

You can use the service only if it has been enabled by the administrator. You cannot use the Source number masking and Call routing services at the same time.

1. Activate the call routing service by selecting the Options > Settings > Calls > Active call service > Call routing options in the main view.

2. Make a phone call either through the CMC application or directly from the device.


USER GUIDE2.5.5. SOURCE NUMBER MASKING

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2.5.5. SOURCE NUMBER MASKING

NOTE: You cannot use the Source number masking service if your phone device hides your phone number from the recipients. See the device’s documentation for adjusting the call settings.


When the source number masking service is used, the recipient does notsee the caller’s mobile phone number, but instead the switchboard number or the caller’s extension number. Masking is configured by the administrator.

When the Source number masking service is in use, it is used for all calls made from the device except for emergency calls.


1. Acivate the Source number masking service by selecting Options > Settings > Calls > Active call service > Source number masking .

2. Make a phone call either through the CMC application or directly from the device.

2.5.6. CALLING DIRECTLY

To bypass the call routing or source number masking services, you can select the Settings > Calls > Direct call options. This option is reset after one call.


2.5.7. PERSONAL FORWARDING NUMBER

The option Personal forwarding number is used when the following conditions are fulfilled:

You have selected a PRS absence profile that uses the option Personal forwarding number.You have enabled the option Settings - Calls - Blocking (absences). You have configured your phone device to divert the calls to your extension number for occasions when you are talking (busy), out of reach, not answering or not available.


USER GUIDE2.5.8. CHANGING DIVERTING NUMBERS

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You can modify the option both in the CMC and CDT applications, see the section Modifying availability information (individual users) in the Communication Desktop (CDT) User Guide document. Modifying the optionin one changes it in the other as well.

1. Select the Options > Settings > Calls > Personal forward number options with the selection key.

2. Press the Options key and select the Show option to check the number from the database, or the Change option to change it.

NOTE: Enter the extension number in the international format.

2.5.8. CHANGING DIVERTING NUMBERS

If the function is enabled by the operator, you can define in the phone device settings the diverting numbers to which the call is transferred when the phone is busy, out of reach or not answered in a specified time. When the CMC application is in use these settings are overridden by the settings made in the User Administrator application.

If you change the diverting numbers in the phone’s settings, the settings are always restored when the CMC application is started.

2.5.9. MAKING VOIP CALLS

It is possible to make calls using the voice over internet protocol (VoIP) with E-series phones with WLAN and SIP support.

NOTE: VoIP calls are possible only when: - they are configured in the phone's settings, see 2.2.10. VoIP Settings (page 16). - they are enabled in the CMC settings, see 2.2.4. Adjusting user settings (page 9). - the phone device is in range of the defined WLAN access point

Select a number in the Company or Contact view and press the Call key. The call starts in one of the following ways depending on the settings:

Automatic: the call starts automatically. If something goes wrong, for example the phone is not in the range of the defined WLAN, the call is switched automatically to a mobile call . Manual: A call type selection dialog is displayed. Select the Mobile or VoIP call type. If the VoIP call fails, you must select wether to make a mobile call or not.

When the VoIP is used for the first time, the message You are about to use CMC which is developed and owned by SAP. The manufacturer of this device shall have no liability for any aspect of the application whatsoever, including its performance, call routing, intellectual property rights or support may appear. Select if you want to use the VoIP function or cancel it.


USER GUIDE2.6. SENDING MESSAGES

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If VoIP calls are enabled, the Call routing and Automatic call-out prefix services use VoIP as the primary call type, allowing the BCM system to find the the least cost routing. When either Source number masking or Call recording service are in use, the outbound VoIP calls are disabled.

NOTE: If the VoIP calls are not enabled in the CMC application and a VoIP call is made by other means, for example in the phone's user interface or using an internet telephony application, the virtual phone is set to the offline mode until the CMC VoIP calls are enabled or the SIP registration is removed.

2.6. SENDING MESSAGES

The application has an interface to the standard messaging (SMS, MMS and e-mail) functions in the device.

You can send messages by selecting the contact, displaying the contact information, and selecting the function Options > Create message > SMS, MMS or E-mail.

2.7. MODIFYING CONTACT INFORMATION

You can modify the phone’s contact list and your personal segments:

2.7.1. Modifying phone’s contact list (page 27)2.7.2. Modifying personal segments (page 27)


USER GUIDE2.7.1. MODIFYING PHONE’S CONTACT LIST

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2.7.1. MODIFYING PHONE’S CONTACT LIST

You can copy contacts from the directory to the phone device contact list.

1. Select the segment, or make a search.2. Select the function Options > Listed contacts > Add to contacts.

NOTE: The application copies all contacts from the list even if you have selected an individual contact or filtered the contacts using the search field below the list.

To remove the contacts:

Select the segment or company, which you have added to the phone’s contact list and want to remove, then select Options > Listed contacts > Remove from contacts.Select the function Options > Listed contacts > Remove search results to remove contacts that have been added as search results. All added search result groups are removed simultaneously.

2.7.2. MODIFYING PERSONAL SEGMENTS

You can modify your personal segments by adding contacts from the company-wide segments. You cannot modify company-wide segments.

Select the function Directories and the appropriate segment and then Options > Selected contacts > Add to segment.


USER GUIDE2.8. USING AVAILABILITY INFORMATION FUNCTIONS

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To remove a contact from your personal segment, select the segment, the Select view Contacts function, the appropriate contact, and the function Options > Selected contacts > Remove from segment.

2.8. USING AVAILABILITY INFORMATION FUNCTIONS

Your availability status is defined by the PRS (Personal Reachability Services) profiles. You can change your PRS profile in either the CMC or CDT application, and you can also edit or delete future absences.

The administrators define the profiles, which inform other system users about your availability. The following colour codes are typically used:

ICON COLOUR ABSENCE/PRESENCERed Absence type profile in use, no calls transmitted, logged out from all

queues.Yellow Tentative, the absence or conference type profile is in use but you may

receive calls.Green The Default profile or a presence type profile is in use. Calls are

transmitted and it is possible to serve queues.

NOTE: Current availability profile cannot be viewed if it is not available locally, for example when the CMC application has just been started and there is no offline file. You can get the information by selecting the Options > Refresh options.

In the CMC application you can use the following availability functions (for more information about availability functions, see the Communication Desktop (CDT) User Guide document):

2.8.1. Updating your own availability information (page 28)2.8.2. Linking PRS profiles and phone profiles (page 30)2.8.3. Viewing other people’s availability information (page 31)2.8.4. Linking calendar entries to availability functions (page 33)

2.8.1. UPDATING YOUR OWN AVAILABILITY INFORMATION

Change your availability status by changing your PRS profile. The updated information is displayed in the Communication Desktop (CDT) application as well.

1. Select the Availability option in the main view. Your current availability profile is displayed:2. Select Options and one of the following options:

Edit => Enables selecting another profile and changing its information, and start and end times.Refresh => Updates the currently displayed availability information.Show availability events => Displays the list of entered availability events for the future. You can view, modify and delete the events.


USER GUIDE2.8.1. UPDATING YOUR OWN AVAILABILITY INFORMATION

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3. Pressing Done applies the changes and takes you back to the main menu. Selecting Options > Discard changes navigates back to the previous view without applying changes.

4. A message appears when the profile has been changed.

The availability information is updated on the server immediately. If the virtual phone is in use (see the section 2.3. Selecting online/offline modes (page 17)), the profile change is updated on the client (CMC mobile phone) when it takes place in the server. If the virtual phone is not is use, the availability information is checked and updated once every five minutes and whenever the changes are made at the client end.


USER GUIDE2.8.2. LINKING PRS PROFILES AND PHONE PROFILES

9.1.2009

When the PRS profile is updated the phone’s location information is saved on the server.

2.8.2. LINKING PRS PROFILES AND PHONE PROFILES

NOTE: This function is defined and activated in the User Administrator application, see the User Administration Guide document.

When the phone profiles and PRS profiles are linked, changing the PRS profile also changes the phone profile. The definitions can be viewed in the Settings > Profiles view but they cannot be changed in the CMC application, see the section 2.2.4. Adjusting user settings (page 9). Profiles can be linked in one direction only.

By default, the function is not activated.

In the CMC mode the function is defined so that the PRS profile activates the phone profile:

1. Select the PRS profile in the CMC application.2. The phone profile is changed accordingly. Only the General, Meeting and Silent phone

profiles are used, and one or more PRS profile type can activate the same phone profile type.

For example, in the system where the following Settings > Profiles view is shown, the Default profile is linked to the General phone profile, the Presence type profiles are linked to the Meeting phone profile and the Absence type profiles to Silent phone profile.

For example, if you activate the Lunch profile, it is of the Absence type, and soon after changing the PRS profile the phone profile is also changed and the message Activated profile: Silent appears:


USER GUIDE2.8.3. VIEWING OTHER PEOPLE’S AVAILABILITY INFORMATION

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NOTE: If you change the phone profile manually after an automatic profile change, the manual setting remains until the next PRS profile change.

2.8.3. VIEWING OTHER PEOPLE’S AVAILABILITY INFORMATION

You can view availability information of the contacts that use availability information functions in the CDT or CMC applications.

1. Search and select the contact in one of the ways explained in the section 2.4. Searching companies or contacts (page 18).

2. Select the Options > Show availability function. The contact’s profile appears.



9.1.2009

View a group’s availability information in the following way:

1. Select the Directories view and the segment.2. Select the Availability view.

Each PRS profile has a predefined informative availability status which is indicated by a coloured icon: red = away, yellow = tentative, green = free.


USER GUIDE2.8.4. LINKING CALENDAR ENTRIES TO AVAILABILITY FUNCTIONS

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2.8.4. LINKING CALENDAR ENTRIES TO AVAILABILITY FUNCTIONS

When you add an entry to the phone device calendar application, it can be copied as an absence to the system if you have activated the Calendar integration setting, see 2.2.4. Adjusting user settings (page 9).

1. Make the entry to the phone’s calendar.2. The application asks if you want to create an absence, select the OK option.3. Select the profile.4. Press the Done option. The message confirms that the CMC availability information has been

updated.

If you modify the calendar entry later on, the changes are updated in the availability information as well.

If the system is synchronised with the Microsoft Outlook calendar, the entry is copied there as well but that synchronization cannot be defined in the CMC application.

2.9. BARRING CALLS AND ALLOWED GROUPS

You can define that the application allows calls from selected contacts (a segment, a company or the search results) only and blocks all other calls.

1. Select the segment or company, and display the contacts in it, or make a search to the entire database.


USER GUIDE2.10. USING QUEUE FUNCTIONS

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2. Select the Options > Listed contacts > Add to allowed groups options.

The number of allowed groups is not limited, but there can be only one group at a time based on search results . When a new search result group is saved as an allowed group, it replaces the previous one. If the group is so large that it takes several pages, each page must be added separately.

You can view the barring situation by selecting Options > Settings > Calls > Calls allowed in the main view.

You can delete one or all of the allowed groups in the Options > Settings > Calls > Calls allowed > Open options in the main view and selecting the option Delete or Delete all.

Remove call barring by deleting all allowed groups.

2.10. USING QUEUE FUNCTIONS

NOTE: If there are no queues allocated to you, the Queues option is hidden. Contact your administrator for queue allocation.

You can log into the selected queues and answer inbound phone calls from them.

1. Select the Queues option from the main view and select a queue.2. Press the Options key and select the option Log in to selected queue, or Log in to all. 3. Log out from queues by selecting the queue, pressing the Options key and the option Log out

from selected queue, or Log out from all.4. Select the option Refresh to view the queue’s up-to-date status information.


USER GUIDE2.11. RECORDING PHONE CALLS

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If you cannot answer a queue call, you must press the end call key to disconnect the call.

Note the following:

When the phone rings, the phone application always comes to the top. After answering, the device returns to the application which was on the top before the call. If you are prompted to accept the call by pressing the # character, you can do it only when:

the phone application is on the topthe CMC application is on the top and no menu or dialog window is open.

The application displays only the queues you have rights for.To view the queue’s up-to-date status information press the Options button and select the Refresh and Queue list or Queue statistics options. The view is refreshed automatically always when the queue view is opened.

NOTE: If you start in the offline mode, you cannot serve in queues though you have logged into them. When you return to the online mode you are logged into the selected queues automatically.

2.11. RECORDING PHONE CALLS


NOTE: You cannot use the recording service if your phone device hides your phone number from the recipients. See the device’s documentation for adjusting the call settings.



9.1.2009

You can use the service only if it has been enabled by the administrator.

To record all outbound calls:

1. Press the Options key and select the option Call recording.2. Select the option Turn recording on. 3. Press the Select button.

Turn the recording off by selecting Options > Call Recording > Turn recording off.

To start recording during a call:

1. Make sure you have the CMC application upmost in your phone. 2. Press the Options key and select the option Call recording.3. Select the option Start recording call. 4. Press the Select button.

If you want to stop recording before ending the call, select the Options > Stop recording call.

When a phone call is recorded, a message Using recording service is displayed. The recordings are saved in your voicemail and you can listen to them by calling to your own voicemail number.

NOTE: If the recording is started in the middle of a call and the call to the voicemail number (Call 2) does not work, the original call is left on hold. Release it with the phone device’s function.


USER GUIDE2.12. USING REPORTING FUNCTIONS

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2.12. USING REPORTING FUNCTIONS

The inbound and outbound calls, and the outbound e-mails and SMS messages are included in the reporting as GSM contacts. The channels are CallInGSM, CallOutGSM, EmailGSM, or SMSGSM. The MMS messages are included in the SMS channel.

The Reporting application does not support this data with the following reports: Service level, Service level performance summary, and Work done. See the Reporting User Guide document for information about the reports.

The reporting data is transferred automatically.



9.1.2009


USER GUIDE3. SERIES 80 PLATFORM OPTION

9.1.2009

3. SERIES 80 PLATFORM OPTIONThis section introduces the version that is running on the Series 80 device platform and describes the following functions and issues:

3.1. User interface (page 39)3.2. Getting started (page 43)3.3. Selecting online/offline modes (page 51)3.4. Searching companies or contacts (page 51)3.5. Making phone calls (page 54)3.6. Sending messages (page 59)3.7. Modifying contact information (page 59)3.8. Using availability information functions (page 60)3.9. Barring calls and allowed groups (page 65)3.10. Using queue functions (page 65)3.11. Recording phone calls (page 66)3.12. Using reporting functions (page 67)

3.1. USER INTERFACE

This section introduces the user interface elements. You should be familiar with them and the issues in the section 1. Introduction (page 1) before you actually start using this software.

The main view appears automatically when you open the device, or you can enter it separately as described in the section 3.2.3. Logging in and out (page 44).

See the appropriate third-party documentation for information about the actual device and its basic use.

The application’s user interface has the following parts:

1. Menu bar (page 40)2. Main menu (page 41)3. Symbols (page 41)4. Command buttons (page 42)5. Keyboard (page 42)


USER GUIDE3.1.1. MENU BAR

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3.1.1. MENU BAR

The menu bar appears when the Menu key is pressed:

Move in the menu bar with the arrow keys or scroll key (joystick), and select the option by pressing the Enter key or the center of the scroll key (joystick).

The menu bar functions are:

File => See the sections 3.4. Searching companies or contacts (page 51) and 3.2.5. Changing password (page 48).


USER GUIDE3.1.2. MAIN MENU

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Calls => See the sections 3.5. Making phone calls (page 54) and 3.9. Barring calls and allowed groups (page 65).

Virtual phone => See the section 3.3. Selecting online/offline modes (page 51).

Tools => See the section 3.2.4. Adjusting user settings (page 45)

Some of the menu bar functions have direct key combinations. They are displayed in the drop-down menu beside the function:

3.1.2. MAIN MENU

Main menu provides access to most functions. The main menu selections affect the menu bar and direct button functions. Move in the menus with the arrow keys or scroll key (joystick), and select the option by pressing the Enter key or center of the scroll key (joystick).

3.1.3. SYMBOLS

A symbol is displayed in the upper right corner of the main view when the corresponding function is activated:


=> Virtual phone indicator. The symbol is displayed when the phone is connected to the server and it is online. When the virtual phone mode has been selected (see the section 3.3. Selecting online/offline modes (page 51)) a white symbol appears and its colour turns to green when the virtual phone status has been reached.

=> Virtual phone not in use.


USER GUIDE3.1.4. COMMAND BUTTONS

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=> An absence profile is in use. See the section 3.8. Using availability information functions (page 60).

=> Calls are barred, either from all but the allowed groups, see the section 3.9. Barring calls and allowed groups (page 65), or calls are blocked during an absence, see the section 3.2.4. Adjusting user settings (page 45).

=> Absence profile is in use and calls are barred.

Other symbols both displayed, and on the device are explained in the device’s documentation.

3.1.4. COMMAND BUTTONS

Four command buttons on the right are context-sensitive, and their functions are displayed next to them on the display. The command buttons are referred to as buttons.

The upmost button selects or confirms the selection, the lowest button cancels the selection or returns to the previous menu.

3.1.5. KEYBOARD

The keyboard keys are referred to as keys. The following ones are the most frequently used:

Menu key => Opens the Menu bar (page 40).Arrow keys => Moves the highlight in a list or a view. Scroll key or joystick => Moves the highlight in a list or a view, and when pressed in the middle, confirms the selection.Enter key => Confirms the selection.Telephone key => Opens the telephony application of the device.My own key => Can be configured to open the CMC application. See the appropriate third-party documentation for information about the actual device and its basic use.


USER GUIDE3.2. GETTING STARTED

9.1.2009



3.2.1. Prerequisites (page 43)3.2.2. Installation (page 44)3.2.3. Logging in and out (page 44)3.2.4. Adjusting user settings (page 45)3.2.5. Changing password (page 48)3.2.6. Updating administrative settings (page 48)3.2.9. Updating call routing table (page 50)3.2.10. Removing offline files (page 50)


Memory requirements

The application requires at least 5 MB of free memory. Make sure that there is always enough memory, and remove unnecessary files frequently. Check the free memory in the following way:

1. Select the Control panel application.2. Select the Data management - Memory - Free options.


Remove the CMC application’s offline files when changing the database the application is connected to, or if they are corrupted: press the Menu key and select the options Tools > Delete offline files... A large phone log consumes memory and may slow down the application. To prevent this, set the log duration of the phone device to 7 days, or less, in the following way:

Press the Telephone key to start the device’s telephone function.Press the Menu key and select the options Tools > Log.Press the Menu key and select the options Tools > Log duration.Set log duration to 7 days, or less.

Follow if files from other applications are cumulated to the memory and remove them as well.Set the application’s log level to an appropriate level, see the section Logs tab (page 47).

Other requirements

Before the application can be activated into the following conditions must be fulfilled:

There is an active GSM subscription with a GPRS connection. Contact a local operator.


USER GUIDE3.2.2. INSTALLATION

9.1.2009

The system software is installed, the users have been configured with proper rights,and queues, services and so on are configured.The application is installed on the phone.



3.2.2. INSTALLATION

NOTE: Close the device calendar application before installation, otherwise rebooting is required for calendar synchronization.

The installation starts by receiving an installation file.

1. Select the SIS file and the Install option. The Installer starts. If security warnings appear, select the Install anyway or corresponding button.

2. Press the Install button. Replace any previous version found.Add the shortcut to the Desk folder or any other according to your preferences and press the OK button.

3. The message Installation complete (or a corresponding one, this may vary slightly in different phone models) appears when the installation is complete.

3.2.3. LOGGING IN AND OUT

You may have defined in the phone device settings that you must enter a PIN code when you open the device, but the application itself does not require a separate login. See the appropriate third-party documentation for information about the device and its basic use.

You can define that the main view appears automatically when you open the device, see 3.2.4. Adjusting user settings (page 45). Alternatively you can access the main view by pressing the Desk key and selecting the CMC icon.

If some of the settings values are missing, a dialog box appears for entering the required setting.

Close the application by pressing the Exit button, or selecting the option File > Exit option in the menu bar.



9.1.2009


If the application is installed on your phone with a customized SIS file, you do not need to enter any other information except the default connection, username and password. If the application is installed on your phone with a generic SIS file, some compulsory settings may be missing, contact your administrator for the correct information.

If the compulsory settings are missing, the application opens a dialog box to enter the missing data.

To adjust the user settings:

Press the Menu key and select the Tools > Settings option.

NOTE: You can adjust the settings Auto-start, Block inbound calls during absence and Calendar integration only if editing settings is allowed by the user administrator. You can select the Active call service only if the service is enabled by the user administrator and if editing settings is allowed by the user administrator.

CONNECTION TAB

NOTE: All connection settings are compulsory. The application will not start if they are not properly configured.

Host => Host name or IP address of the Connection Server. Port => The port number.Host Directory => The host directory that includes the services connecting the application to the system. Write to the field either the exact the directory path with the start and end slashes for example /company/mobiledir/, or the customer directory name without slashes, for example company.Username => Enter the same username you are using in the system. It is defined when your account is created in the User Administration application.Password => Enter the same password you are using in the system. It is defined when your account is created in the User Administration application, and can be changed in the CDT and CMC applications.



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Default connection => Select the GPRS connection provided by your operator or WLAN if it is available and your phone supports it.

Set IAP on start-up => Select if you want to define the internet access point (IAP) from those available when the application is started. The default value is No.Set IAP on failure => Select if you want to define the internet access point (IAP) from those available after the connection has been lost. The default value is No.

CALLS TAB

Some settings may be disabled and configured in the User Administrator application only.

Blocking (absences) => Select if the inbound calls are barred when the user has activated the absence profile. Select the Yes or No option. see the section 3.8. Using availability information functions (page 60). You can adjust this setting only if editing settings is allowed by the user administrator.Active call service => Activate the use of the Call routing service, see the section 3.5.5. Using call routing service (page 56) or the Source number masking service, see the section 3.5.6. Source number masking (page 56), or neither of them. Only one of the services can be active at a time.

NOTE: You can select the Active call service only if the service is enabled by the user administrator and if editing settings is allowed by the user administrator.

Call service mode => Select if the call service (if any is in use) commmunicates with the CEM Server via DTMF or virtual phone. Mobile number => Shows the number currently configured for the user’s mobile phone number. Make sure that this number corresponds to your SIM card, otherwise call routings may not work properly. The setting can be set via the Calls menu function.Call prefix => Automatically enters the number that is added to the called numbers .Call prefix in use => Select if the automatic prefix number is used. The default value is No.VOIP Settings

Call type selection => You can adjust the setting only if it is allowed in the User Administrator application.

Not in use => VoIP calls are disabled.Automatic => VoIP calls are enabled, the call type is automatically selected.Manual => VoIP calls are enabled, but the call type must be selected manually when a call is made.

VoIP call error handling => Defines how the application behaves when the VoIP call initialization fails and manual call type selection is in use:

None => Nothing is done.Try mobile => The application tries to initialize a mobile call instead without notifying the user.Confirm mobile => The application requests confirmation before trying to initialize a mobile call instead.



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SIP profile => Select one of the IETF-type SIP profiles.SIP auto-registration => You can adjust the setting only if it is allowed by the User Administrator application.

Yes => The application tries to register the selected SIP profile automatically when the device is in range of the associated WLAN.No => Profile registration is handled according to device’s settings.

PROFILES

Shows how the system PRS profiles and the phone device’s profiles are linked. The linking is done in the User Administrator application, see the User Administration Guide document. For example with the following settings, when an Absence PRS profile is selected, the phone profile is automatically changed to Silent:

Default (CMC) > GeneralPresence (CMC) > MeetingAbsence (CMC) > Silent

The PRS profile dependant phone profile is activated when the profile is changed or the CMC application is started.

LOGS TAB

Sets the logging level for troubleshooting purpose. Check one or several of the following items:

Log level - errors Log level - connection Log level - user interface Log level - reporting Log level - calls MCBT log level => Low/Normal/High/Very high.Debug mode => Select the Yes option in error situations only. When the mode is on, the functions may be slightly slower but better log files are created.


USER GUIDE3.2.5. CHANGING PASSWORD

9.1.2009

MISCELLANEOUS TAB

Some settings may be disabled and configured in the User Administrator application only.

Auto-start => On/Off. Select the On option to start the application automatically when the device is turned on. The application also restarts automatically after being closed, the delay is 1-30 minutes as configured in the initial file by the administrator. You can adjust this setting only if editing settings is allowed by the user administrator.Virtual phone start-up mode => View the mode for the virtual mode start-up of the options Automatic, Ask for confirmation or Manual. The value is set in the User Administrator application, it can only be veiwed here, but not changed.Calendar integration => => On/Off. Synchronize the possible absences and presences with the phone device calendar, see the section 3.8.4. Linking calendar entries to availability functions (page 64). You can adjust this setting only if editing settings is allowed by the user administrator.Search target => Select the default search target for the Search view. The default value is Contacts (offline files).

3.2.5. CHANGING PASSWORD

NOTE: If you change the password in this application it affects other parts of system as well.

Press the Menu key and select the options File > Change Password, and enter the old and new passwords and confirm the new one.


The installation SIS file includes settings that the user cannot change such as the rights and phone numbers for Call routing and Source number masking services. After installation of the CMC application, the administrator can update these settings in the User Administrator application. The update takes place on the client as the it connects to the hosting system after the start-up and according to the frequency defined in the SIS file, typically once a day. You can also check for the updates manually:


USER GUIDE3.2.7. LANGUAGE AND TIME FORMAT SETTINGS

9.1.2009

Select the Menu key and the option Tools > Update > Settings.

If the settings are changed, an informative message appears

NOTE: This update does not change all settings, some may require a restart. Contact your administrator




3.2.8. VOIP SETTINGS

The application can make calls using the voice over internet protocol (VoIP) with E-series phones with WLAN and SIP support. The VoIP calls are enabled only after:

they are configured in the phone's settingsthey are enabled in the CMC settings, see VOIP Settings (page 46).the phone device is in range of the selected WLAN access point.

To configure the phone’s settings, select (in the phone device) Tools > Settings > Connection > SIP settings, and select Options > Add new > Use default profile. Enter the following settings:

Profile name => for example “MySIP”. Service profile => IETFDefault access point => select an appropriate WLAN access pointPublic user name => SIP user name in format “sip:<your_bcm_extension_number>@<sip_registrar_ip_address>”, for example sip:[email protected] .Use compression => NoRegistration => When neededUse security => NoProxy server => server nameProxy server address => sip:<sip_registrar_ip_address>Realm => <empty>User name => “<your_bcm_extension_number>”Password => <empty>Allow loose routing => YesTransport type => UDPPort => 5060Registrar server


USER GUIDE3.2.9. UPDATING CALL ROUTING TABLE

9.1.2009

Registrar server address => “sip:<sip_registrar_ip_address>”Realm => <empty>User name => <your_extension_number>Password => <empty>Transport type => UDPPort => 5060

In Tools > Settings > Connection > Internet telephony settings, select Options > New profile. Enter the following settings:

Name => for example “MyVoIP”SIP profiles => select the previously created SIP profile.



The call routing table is loaded from the server after first log-in, and it is reloaded once a week.

You can update the table manually:

Select the Menu key and the option Tools > Update > Call routing table.

NOTE: Deleting offline files deletes the call routing table file. After deleting the call routing table file its content remain in the phone’s memory until the CMC application is closed or the device is turned off.

3.2.10. REMOVING OFFLINE FILES

Delete offline files regularly once a month, and always when you change the server the application is connected to when logging onto another system:

Press the Menu key and selecting the options Tools > Delete offline files...

3.2.11. OTHER MENU FUNCTIONS

By pressing the Menu key, you get the following functions, most of them can also be reached via other views:

File Search => See the section 3.4.2. Searching (page 53).Change password => See the section 3.2.5. Changing password (page 48).Exit => Exit the application.

Calls


USER GUIDE3.3. SELECTING ONLINE/OFFLINE MODES

9.1.2009

Call... => Make a phone call.Direct call => See the section 3.5.7. Calling directly (page 57)..Record next outbound call => See the section 3.11. Recording phone calls (page 66). Active call service => Activate the use of the Call routing service, see the section 3.5.5. Using call routing service (page 56) or the Source number masking service, see the section 3.5.6. Source number masking (page 56), or neither of them. Only one service can be active at a time. Barring => See the section 3.9. Barring calls and allowed groups (page 65).Personal forwarding number => See the section 3.5.8. Personal forwarding number (page 57).Mobile number => Change the mobile number originally defined in the User Administrator application. Make sure that this number corresponds to your SIM card, otherwise call routings may not work properly.Emergency numbers => Shows a list of the emergency numbers in use. An emergency number is always called directly. Emergency numbers can be defined in the System Administrator application.

Virtual phone Enter online/offline mode, see the section 3.3. Selecting online/offline modes (page 51).

Tools Update => Updates the administrative settings or the call routing table. See the sections 3.2.6. Updating administrative settings (page 48) and 3.2.9. Updating call routing table (page 50).Settings => See the section 3.2.4. Adjusting user settings (page 45).Remove search results => Removes old search results before making a new search, see the section 3.4. Searching companies or contacts (page 51).Delete offline files => See the section 3.2.10. Removing offline files (page 50).About => Displays the software version.

3.3. SELECTING ONLINE/OFFLINE MODES

You can also use the application in the offline mode. In the offline mode you cannot use the functions which require connection to the CEM server such as queue functionalities, diverting calls and call routing (via CEM). Note that the virtual phone start-up mode setting may set the application to the online mode automatically, see the section 3.2.4. Adjusting user settings (page 45).

Enter the online/offline mode:

1. Press the Menu key and select the option Virtual phone. 2. Select the option Enter offline mode or Enter online mode accordingly.


You can search companies or contacts in the following ways:


USER GUIDE3.4.1. BROWSING DIRECTORIES

9.1.2009

3.4.1. Browsing directories (page 52)3.4.2. Searching (page 53)

Note the following

Depending on the amount of data and the precision of the search criteria it may take a while to retrieve data.If the offline file is missing, the application retrieves data from the server.The search results include only the objects you have rights for.


Administrators create and maintain the company-wide segments in the CPM Administrator application. They are displayed in this and other applications as directories. Create and maintain personal segments and customer information in the Communication Task Management (CTM) or Communication Desktop (CDT) applications.

1. Select the Directories option from the main menu and press the Open button.

2. Select the appropriate segment and press the Open button.3. Select the Companies, Contacts or Contacts and availability option. The software executes

the search and lists the search results. You cannot use wildcard characters in the search box, but you can use only part of the name:

Selecting the Contacts and availability option to view the availability status of all members of the segment.


USER GUIDE3.4.2. SEARCHING

9.1.2009

3.4.2. SEARCHING

The Search function searches for contacts or companies in the entire CPM database:

1. Press the Search button. 2. Enter the search value, at least two characters. When searching Contacts (offline files) no

wildcards are required and the search is targeted automatically to the beginning of the word . When searching Companies (server) or Contacts (server) you can add a wildcard:

* for any number of characters.? for one character.

When the search is targeted to the server, it can also be targeted to a specified segment. The selection list displays the segments you have rights for. The selected segment is used as the default target if you make a search targeted to the server during the same session. Otherwise the default target is All segments.

3. Select the search target of Contacts (offline files), Companies (server) or Contacts (server).4. When searching Companies (server) or Contacts (server) you can decide if you search with

the beginning of the word. Select or unselect the option with the space bar.5. When searching Companies (server) or Contacts (server) you can save the results for later use

and check if you have saved a similar search earlier by selecting the option Use offline files. Select or unselect the option with the space bar.

6. Press the Search button7. The software executes the search and lists the search results.



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If the number of contacts or companies is very large, they are displayed on several pages. The number of items displayed at a time (on a page) can be configured in the User Administrator application from 200 to 800. Press the Retrieve more button and select the page.



3.5.1. Calling numbers that are searched from directories (page 54)3.5.2. Calling numbers that are not found in directories (page 55)3.5.3. Answering phone calls (page 55)3.5.4. Transfering calls (page 55)3.5.5. Using call routing service (page 56)3.5.6. Source number masking (page 56)3.5.7. Calling directly (page 57)3.5.8. Personal forwarding number (page 57)3.5.9. Changing diverting numbers (page 58)


1. Search the contact in one of the ways explained in the section 3.4. Searching companies or contacts (page 51).

2. Select the Mobile, Phone or Other number field.3. Press the Call button:

If the selected number has no area code, you must add that to enable calling from the GSM network. You can add the code manually after selecting the number by pressing Ctrl+D keys to open the Call field, see the section below.

The application adds a specific internal number prefix that includes the area code to the extension numbers configured in the system. Extension numbers are recognised by their length. If you call any number that is as long as an extension number, the application adds the internal prefix to that as well. The internal prefix and number length are defined in the System Administrator application and loaded from the server during the log-in.


USER GUIDE3.5.2. CALLING NUMBERS THAT ARE NOT FOUND IN DIRECTORIES

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NOTE: International emergency number 112 is an exception. It is always connected directly to the nearest emergency center.

3.5.2. CALLING NUMBERS THAT ARE NOT FOUND IN DIRECTORIES

1. Press the Menu key and select the option Calls > Call. 2. Enter the destination number. The previous inserted number is displayed in the field.


Answer and finish inbound phone calls by pressing the standard buttons in the phone device.

Or:

1. An incoming call activates the Telephone application: Press the Answer button. During the phone call the view returns automatically to the view you had before the phone call.

2. Press the Telephone key to display the Telephone application and press the End call button. To return to the CMC application, press the Menu key and select the application from the task list, or press the My own key, if it is configured for this application.

The application displays the number where the call comes from (the caller’s number for the direct calls and the queue’s number for the queue calls).

3.5.4. TRANSFERING CALLS

You can transfer inbound calls which are picked from a queue or called to your extension number (calls that come via the BCM system). The transfer is blind, so you do not know if the receiver takes the call or not.

NOTE: The transferring works reliably only when the 3G network is in use.

1. Press the Menu key and select the option Calls > Transfer call.2. Enter the number and select Transfer.


USER GUIDE3.5.5. USING CALL ROUTING SERVICE

9.1.2009

You can also browse the number from the directory or make a search, and transfer the call to that number:

1. Select the contact from the search results, or from the directory contacts or availability information list.

2. Open his/her contact details.3. Select the number.4. Press the Menu key and select the option Calls > Transfer call > Transfer.

Transferring other calls depend on the functions enabled by your operator.


NOTE: You cannot use the Call routing service if your phone device hides your phone number from the recipients. See the device’s documentation for adjusting the call settings.


The Call routing service means that the phone device calls to the local routing service, wherefrom the call is routed as defined in the routing table. For example, the call table can define the least expensive route to avoid roaming costs. If a foreign number is selected, the application uses the Call routing service always. The routing table is managed by the administrator and you can manually check for new updates, see 3.2.9. Updating call routing table (page 50)

When the Call routing service is in use, it is used in all calls made from the device except for emergency calls.


1. Select the option Settings > Active call service > Call routing, see the section Calls tab (page 46).

2. Make a phone call. If a foreign number is selected, the application always uses the Call routing service.




USER GUIDE3.5.7. CALLING DIRECTLY

9.1.2009


When the source number masking service is used, the recipient cannot see the caller’s mobile phone’s number but instead the switchboard number or the caller’s extension number is seen. Masking is configured by the administrator.

When the Source number masking service is in use, it is used in all calls made from the device except for emergency calls.


1. Select the option Settings > Active call service > Source number masking, see the section Calls tab (page 46).

2. Make a phone call.


If you need to bypass the call routing or source number masking services, you can select the Menu > Calls > Direct call options or use the short keys Ctrl+B. This option is reset after one call.




You have selected a PRS absence profile that uses the option Personal forwarding number.You have enabled the option Blocking (absences). You have configured your phone device to divert the calls to your extension number for occasions when you are talking (busy), out of reach, not answering and not available.



9.1.2009


You can modify the option both in the CMC and CDT applications, see the section Modifying availability information (individual users) in the Communication Desktop User Guide document. Modifying it in one changes it in the other as well.

1. Press the Menu key and select options Calls > Personal forwarding number. 2. Select the Show option to display the number and Change to modify it.


If the function is enabled by the operator, you can define, in the phone device’s settings, the diverting numbers where the call is transferred to when the phone is busy, out of reach or not answered in a specified time. When the CMC application is in use these settings can be overridden by the settings made in the User Administrator application.

If you change the diverting numbers in the phone’s settings, the settings are restored when the CMC application is started.

3.5.10. MAKING VOIP CALLS

It is possible to make calls using the voice over internet protocol (VoIP) with E-series phones with WLAN and SIP support.

NOTE: VoIP calls are possible only when: - they are configured in the phone's settings, see 3.2.8. VoIP Settings (page 49). - they are enabled in the CMC settings, see 3.2.4. Adjusting user settings (page 45). - the phone device is in range of the defined WLAN access point

Select a number in the Company or Contact view and press the Call key. The call starts in one of the following ways depending on the settings:

Automatic: the call starts automatically. If something goes wrong, for example the phone is not in the range of the defined WLAN, the call is switched automatically to a mobile call .



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Manual: A call type selection dialog is displayed. Select the Mobile or VoIP call type. If the VoIP call fails, you must select wether to make a mobile call or not.

When the VoIP is used for the first time, the message You are about to use CMC which is developed and owned by SAP. The manufacturer of this device shall have no liability for any aspect of the application whatsoever, including its performance, call routing, intellectual property rights or support may appear. Select if you want to use the VoIP function or cancel it.

If VoIP calls are enabled, the Call routing and Automatic call-out prefix services use VoIP as the primary call type, allowing the BCM system to find the the least cost routing. When either Source number masking or Call recording service are in use, the outbound VoIP calls are disabled.

NOTE: If the VoIP calls are not enabled in the CMC application and a VoIP call is made by other means, for example in the phone's user interface or using an internet telephony application, the virtual phone is set to the offline mode until the CMC VoIP calls are enabled or the SIP registration is removed.


You can send e-mail, SMS and MMS messages.

1. Search the contact in one of the ways explained the section 3.4. Searching companies or contacts (page 51).

2. Select the mobile number or e-mail address.3. Press the Create e-mail or Create message button:



3.7.1. Modifying phone’s contact list (page 60)3.7.2. Modifying personal segments (page 60)



9.1.2009


You can copy contacts from the directory to the contact list of the phone device:

1. Search contacts in one of the ways explained in the section 3.4. Searching companies or contacts (page 51).

2. Press the Menu key and select options Tools > Listed contacts > Add to contacts.

The application copies all contacts in the list even if you have selected an individual contact or filtered the contacts using the search field below the list. The list can be a segment, a company or a search result.

To remove the contacts from the phone devices’s contact list:

Select the segment or company, the contacts of which you want to remove, and press the Menu key and select options Tools > Listed contacts > Remove from contacts.Press the Menu key and select options Tools > Remove search results to remove contacts that have been added as search results. All added search result groups are removed simultaneously.



Search the contact in one of the ways explained the section 3.4. Searching companies or contacts (page 51). Press the Menu key and select options Tools > Selected contact > Add to segment/Remove from segment.


PRS (Personal Reachability Services) profiles are related to the availability information functions (absences and presences). You can change your PRS profile either in the CMC or CDT application.

During your absence your phone calls are either blocked or passed as selected in the Calls tab (page 46) setting for blocking calls during absence.

The administrators define the profiles, which inform other users about your availability. The following colour codes are typically used:



receive calls.



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NOTE: Current availability profile cannot be viewed if it is not available locally, for example when the CMC application has just been started and there is no offline file. You can get the information by pressing the Refresh button.

In the CMC application you can use the following availability functions, for further information on availability functions, see the Communication Desktop User Guide document:

3.8.1. Updating your own availability information (page 61)3.8.2. Linking PRS profiles and phone profiles (page 62)3.8.3. Viewing other people’s availability information (page 64)3.8.4. Linking calendar entries to availability functions (page 64)


You can change your PRS profile in either the CMC or CDT application, and you can also edit or delete future absences

1. Select the Availability option in the main menu.2. Press the Open button. The application displays your current profile.3. Press the Edit button and select the appropriate profile either with left or right arrow keys or

by pressing the Change button.

Green The Default profile or a presence type profile is in use. Calls are transmitted and it is possible to serve queues.

ICON COLOUR ABSENCE/PRESENCE



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Select the optional additional information with up and down arrow keys and enter the appropriate information, for example returning time. You can also schedule the profile start time in the future.

4. Press the OK button.

The availability information is updated on the server immediately. If the virtual phone is in use (see the section 3.3. Selecting online/offline modes (page 51)), the profile change is updated on the client (CMC mobile phone) when it takes place in the server. If the virtual phone is not is use, the availability information is checked and updated once every five minutes and always when changes are made in the client end. Note that if the profile is programed to start in the future, it is updated on the clients only after its start time. When the PRS profile is updated, the phone’s location information is saved on the server.

3.8.2. LINKING PRS PROFILES AND PHONE PROFILES

NOTE: This function is defined and activated in the User Administrator application, see the User Administration Guide document.

Changing the PRS profile also changes the phone profile. The definitions can be viewed in the Settings > Profiles view but they cannot be changed in the CMC application. Profiles can be linked in one direction only.

By default, the function is not activated.

In the CMC mode the function is defined so that the PRS profile activates the phone profile:

1. Select the PRS profile in the CMC application.2. The phone profile is changed accordingly. Only the General, Meeting and Silent phone

profiles are used, and one or more PRS profile type can activate the same phone profile.

For example, in the system where the following Settings > Profiles view is shown, the Default and Presence type profiles are linked to the General phone profile, and the Absence type profiles to the Meeting phone profile.



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For example, if you activate the Lunch profile, which is of the Absence type, soon after changing the PRS profile the phone profile is also changed and the message Activated profile: Silent appears:

NOTE: If you change the phone profile manually after an automatic profile change, the manual setting remains until the next PRS profile change.



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1. Search the contact in one of the ways explained in the section 3.4. Searching companies or contacts (page 51). If you want to preview the contact’s availability, select the option Contacts and availability.

2. Press the Show PRS button.

3.8.4. LINKING CALENDAR ENTRIES TO AVAILABILITY FUNCTIONS

When you add an entry to the phone device calendar application, it can be copied as an absence to the system if you have activated the Calendar integration setting. 3.2.4. Adjusting user settings (page 45).

1. Make the entry to the phone’s calendar.2. The application asks if you want to create an absence, select the Create absence option and

press the OK button.3. Select the profile and edit the required information.4. Press the OK key. The message confirms that the CMC availability information has been

updated.

If you modify the calendar entry later on, the changes are updated in the availability information as well.


USER GUIDE3.9. BARRING CALLS AND ALLOWED GROUPS

9.1.2009

If the system is synchronised with the Microsoft Outlook calendar, the entry is copied there as well, however that synchronization cannot be defined in the CMC application.

3.9. BARRING CALLS AND ALLOWED GROUPS

You can define that the application passes the calls from the selected contacts (one or several segments, a company or the search results) only and blocks all other calls. When barring is used, the barring symbol is displayed in the upper right corner of the main view.

1. Select one of the segments by selecting Directories > Open > Open > Contacts (or Contacts and availability) option.

2. Press the Menu key and select the option Calls > Barring. 3. Select the Add to the allowed groups option to block all other inbound phone calls.4. You can add several segments to the list of allowed groups by repeating the steps above.

You can also search for the contact in one of the ways explained in the sections Searching companies or contacts (page 51) and add the search results to the allowed list. In that case the group is named Search results and only one group of that type can be added to the list. When a new search result is saved as an allowed group, it replaces the previous one. If the group is so large that it takes several pages, each page must be added separately.

Edit barring groups or remove the barring function by pressing the Menu key and selecting the option Calls > Barring > Edit group barring or Remove group barring correspondingly.


NOTE: If there are no queues allocated to you, the Queues option is hidden. Contact your administrator for queue allocation. Restart the application to load new allocation settings.

You can log in to the selected queues and answer inbound phone calls from them in the online mode only.



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Log in and out of queues in the following way:

1. Select the Queues option in the main menu.2. Select one of the queues.3. Select if you want to log in to the selected queue or all queues, or out from the selected queue

or all queues4. Press the OK button.

If you cannot answer a queue call, you must press the end call button to disconnect the call.

Note the following:

When the phone rings, the phone application always comes to the top. After answering, the device returns to the application which was on the top before the call. If you are prompted to accept the call by pressing the # character, you can do it only when:

the phone application is on the topthe CMC application is on the top and no menu or dialog window is open.

The application displays only the queues you have rights for.To view the queue’s up-to-date status information press the Refresh button and select the Queue list or Queue statistics option. The view is refreshed automatically always when the queue view is opened.

NOTE: If you start in the offline mode, you cannot serve in queues though you have logged into them. When you return to the online mode you are logged automatically into the selected queues.






9.1.2009

You can use the service only if it has been enabled by the administrator.

To record all outbound calls:

1. Press the Menu key and select the option Calls.2. Select the option Record next outbound call.3. Press the Select button.

Turn the recording off by selecting Options > Call Recording > Turn recording off.

To start recording during a call:

1. Make sure you have the CMC application upmost in your phone. 2. Press the Menu key and select the option Calls3. Select the option Start recording call. 4. Press the Select button.

If you want to stop recording before ending the call, select the option Stop recording call.

When a phone call is recorded, a message Using recording service is displayed. The recordings are saved in your voicemail and you can listen to them by calling to your own voicemail number.

NOTE: If the recording is started in the middle of a call and the call to the voicemail number (Call 2) does not work, the original call is left on hold. Release it with the phone device’s function.


The inbound and outbound calls, and the outbound e-mails, SMS and MMS messages are included in the reporting as GSM contacts. The channels are CallInGSM, CallOutGSM, EmailGSM, and SMSGSM. The MMS messages are included in the SMS channel.





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USER GUIDE4. UIQ 3 PLATFORM OPTION

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4. UIQ 3 PLATFORM OPTION This section introduces the UIQ 3 platform option and describes the following functions and issues:

4.1. User interface (page 69)4.2. Getting started (page 70)4.3. Searching companies or contacts (page 77)4.4. Making phone calls (page 79)4.5. Sending messages (page 82)4.6. Modifying contact information (page 82)4.7. Using availability information functions (page 84)4.8. Barring calls and allowing groups (page 88)4.9. Using queue functions (page 89)4.10. Using reporting functions (page 90)

NOTE: Make sure you install the correct SIS file to the right phone model: The UIQ 3 platform option can be implemented on the Symbian OS 9.1 phones. See the Hardware compatibility list for supported phone models.

4.1. USER INTERFACE

The main view appears when you start the application, see the section 4.2.3. Logging in (page 73). Main view provides access to most functions.


USER GUIDE4.1.1. SYMBOLS

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Select the menu item by tapping the screen with the stylus. Note that even in the models where the foldable keyboard is an alternative user interface, the CMC application functions only with the touchscreen.Select the More option to get the optional functions. The list of functions under the More button is different in each view and explained in connection with the corresponding task. In some models the More option is shown as a triangle.

See the device’s documentation for information about the actual hand-held device and its basic use.

4.1.1. SYMBOLS


=> Virtual phone indicator. The symbol is displayed when the phone is connected to the server and it is online. When the virtual phone mode has been selected (see the section 4.2.4.1. Additional user setting options (page 75)) a white symbol appears and its colour turns to green when the virtual phone status has been reached.

Other symbols, both displayed and on the device cover, are explained in the device’s documentation.



4.2.1. Prerequisites (page 70)4.2.2. Installing software on phone (page 71)4.2.3. Logging in (page 73)4.2.4. Adjusting user settings (page 73)4.2.5. Updating administrative settings (page 76)4.2.7. Updating call routing table (page 76)4.2.8. Closing application (page 77)


Memory requirements

The application requires at least 3 MB of free memory. Make sure that there is always enough memory, and remove unnecessary files frequently. Check the free memory by selecting the Tools > Control Panel > Device > Storage wizard.


Remove the CMC application’s offline files once a month or more frequently, select More - Settings - More - Delete offline files options. Always remove offline files when changing users or the databases the application is connected to.


USER GUIDE4.2.2. INSTALLING SOFTWARE ON PHONE

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Follow if files from other applications are cumulated to the memory and remove them as well.Set the application’s log level to an appropriate level, see the section 4.2.4. Adjusting user settings (page 73).

Other requirements

Before the application functions can be activated the following conditions must be fulfilled:

There is an active GSM subscription with a GPRS connection. Contact a local operator. Make sure that the phone device is turned on.The SAP BCM system is installed, the users have been configured with the proper rights, and queues, services and so on are configured.An e-mail account is configured to the phone. See the appropriate third-party documentation for information about the device and its basic use.The call transfers in the phone device are configured to the appropriate numbers in the system.The application is installed on the phone.



4.2.2. INSTALLING SOFTWARE ON PHONE

The installation starts by receiving an installation file.

1. Double-click the installation file to start the actual installation:


USER GUIDE4.2.2. INSTALLING SOFTWARE ON PHONE

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2. The device asks for confirmation, select the Install option. If the application has been installed earlier on the device, the system asks if you want to upgrade, select the Upgrade option.

3. Select the phone memory where the application is installed and select the Continue option. The actual installation starts:

4. A message tells that the installation is complete and asks if you want to start the CMC application. When you start the application for the first time, the privacy statement appears. Read it and select the Continue option.


USER GUIDE4.2.3. LOGGING IN

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4.2.3. LOGGING IN

To start the application:

1. Select the Main menu > Tools options.2. Select the application from the list of available applications.


If the application is installed on your phone with a customized SIS file, you do not need to enter any other information except the default connection, username and password.

If the application is installed on your phone with a generic SIS file, you must enter the following information according to your system. Contact your administrator.

If some of the compulsory settings are missing, the application opens a dialog box to enter the missing data.

Open the Settings menu by selecting the More > Settings options and it includes three submenus:

Connection (page 74) Calls (page 75) Miscellaneous (page 75)



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Connection


Host => Host name or IP address of the Connection Server. Port => The port number.Host Directory => The host directory that includes the services connecting the application to the system. Write to the field either the exact directory path with start and end slashes, for example /company/mobiledir/, or the customer directory name without slashes, for example company.Username => Enter the same username you are using in the system.Password => Enter the same password you are using in the system.Default connection => Select the GPRS connection provided by your operator or WLAN if it is available and your phone supports it.


USER GUIDE4.2.4.1. ADDITIONAL USER SETTING OPTIONS

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Calls

Direct call =>Bypasses all active call services and calls directly to the selected number.Blocking (absences) => Select if the calls are barred when you have an absence activated. Select the Yes or No option. See also the section 4.7. Using availability information functions (page 84).Active call service => Activates the use of the Call routing service, see the section 4.4.3. Using call routing service (page 80), or the Source number masking service, see the section 4.4.4. Source number masking (page 81), or neither of them. Only one services can be active at a time.

NOTE: You can select the Active call service only if the service is enabled by the user administrator.

Mobile => Opens the dialog for entering your mobile phone number. Make sure that this number corresponds to your SIM card, otherwise call routings may not work properly. Updating this settings updates the mobile number setting entered for the account in the User Administrator application.Personal forward number => Enables modifying the personal forwarding number of the system. Select the More option and select the Show option to check the number from the database, or the Change option to change it.

Miscellaneous

Log level => Sets the logging level for troubleshooting purpose. Check one or several of the following items:

Errors Connection User interface Common services Calls

Debug mode => Select the Yes option only in error situations . When the mode is on, the functions may be slightly slower but will create better log files.Terminal log level => Low/Normal/High/Very high.Calendar integration => Synchronize the possible absences and presences with the phone device calendar. Select the Yes or No option by pressing the scroll button center. See the section 4.7.3. Copying calendar entries to availability functions (page 87).Confirm billable events => Select the Yes or No option.Virtual phone start-up => Select the mode for the virtual mode start-up of the options Automatic, Ask for confirmation or Manual.

4.2.4.1. ADDITIONAL USER SETTING OPTIONS

By selecting the More option in the Settings view, you additionally get the following functions:


USER GUIDE4.2.5. UPDATING ADMINISTRATIVE SETTINGS

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Delete Offline files => Deletes all offline files. Delete offline files regularly once a month and always when changing users or the databases the application is connected to. Edit group barring => View the groups from which the calls are allowed even when they are otherwise blocked, see the section 4.8. Barring calls and allowing groups (page 88). Update => Updates the administrative settings or the call routing table, see below.Virtual phone => Enter online/offline mode. In the offline mode you cannot use thefollowing functions: change of user's availability state (current absence ending is handled), editing user's availability from the CMC user interface, all queue functionalities, diverting calls and call routing (via CEM).


The installation SIS file includes settings that the user cannot change such as the rights and phone numbers for Call routing and Source number masking services. After installation of the CMC application, the administrator can update these settings in the system’s administration applications. The update takes place when the client connects to the system after the start-up and according to the frequency defined in the SIS file, typically once a day. You can also check for the updates manually:

Select the options More > Settings > More > Update > Settings.

If the settings are changed, an informative message appears.






The call routing table is delivered to the phone device during installation, and it is reloaded from the server once a week. During the restart the offline file is used.

If you have rights for the call routing service, you can update the table also manually:

Select the options More > Settings > More > Update > CR table.

NOTE: Deleting offline files also deletes the call routing table file. After deleting the file, its content remain in the phone’s memory until the CMC application is closed or the device is turned off.


USER GUIDE4.2.8. CLOSING APPLICATION

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4.2.8. CLOSING APPLICATION

Select the Exit option in the main view.


You can browse companies or contacts within the selected segment or search with specified criteria from the database or offline files.

Note the following:

Depending on the amount of data and the precision of the search criteria it may take a while to retrieve data.If the offline file is missing or not valid, the application asks for confirmation before it retrieves data from the server.The search results include only the objects you have rights for.


Administrators create and maintain the company-wide segments in the CPM Administrator application. They are displayed in this and other applications as directories. The personal segments and the customer information is created in the Communication Task Management (CTM) or Communication Desktop (CDT) applications.

1. Select the Directories option from the main view2. Select an appropriate segment, and then select Companies, Contacts or Availability. The

software executes the search and lists the search results. You cannot use wildcard characters.


USER GUIDE4.3.2. SEARCHING IN DATABASE OR OFFLINE FILES

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NOTE: Only the first 200 contacts or companies are displayed at one time. If there are more items, a note is displayed. Select the options More > Retrieve more > Next page, Previous page or Page n.

Viewing availability

Select the Availability option to view the availability status for all segment members.

This function displays up to 200 contacts.

4.3.2. SEARCHING IN DATABASE OR OFFLINE FILES

You can search contacts or companies from the entire database, or contacts from the offline files. The former is possible only when you have a connection to the database server.

1. Select the Search option in the main view. 2. Select if the search is targeted to the actual database or to the offline files.3. Select the search target, either companies or contacts (persons).4. Enter the search criteria to the field(s) First Name, Surname, Company, Address and

Postcode.

When searching in the offline files you must first decide if the automatic wildcard is in use (select the option Search with beginning of the word > Yes/No).

5. Select the Find option to start the search.



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4.4.1. Calling numbers that are searched from directories (page 79)4.4.2. Answering phone calls (page 80)4.4.3. Using call routing service (page 80)4.4.4. Source number masking (page 81)4.4.5. Calling directly (page 81)



1. Search the contact or company in one of the ways explained in the section 4.3. Searching companies or contacts (page 77).

2. Select the Phone or Mobile field.3. Press the phone’s scrolling button (or select More > Calls or the Call option in the menu bar).

If the selected number has no area code, you must use the phone device for making phone call, unless the number length matches the settings for internal numbers. In this case the CMC application adds the internal prefix and calls the number.


USER GUIDE4.4.2. ANSWERING PHONE CALLS

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You can answer inbound phone calls by selecting the Yes option in the phone device. The application displays the number the call comes from (the caller’s number for the direct calls and the queue’s number for the queue calls).

When the phone rings, the phone application is always on the top. After answering, the device returns to the application which was on the top before the call.



In the Call routing service the phone calls to the local routing service, and the call is routed according to the call routing table. For example, the call table can define the least expensive route to avoid roaming costs. If a foreign number is selected, the application always uses the Call routing service . The routing table is managed by the administrator and you can manually check for new updates, see 4.2.7. Updating call routing table (page 76).

When the Call routing service is activated, it is used in all calls made from the device.


USER GUIDE4.4.4. SOURCE NUMBER MASKING

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1. Activate the call routing service by selecting More > Settings > Calls > Active call service > Call routing in the main view.

2. Make a phone call either through the CMC application or directly with the phone’s buttons.




When the source number masking service is used, the recipient cannot see the caller’s mobile phone number but instead the switchboard number or the caller’s extension numberis seen. Masking is configured by the administrator.

When the Source number masking service is activated, it is used in all calls made from the device.


1. Activate the Source number masking service by selecting More > Settings > Calls > Active call service > Source number masking.

2. Make a phone call either through the CMC application or directly with the phone’s buttons.


If you need to bypass the call routing or source number masking service, you can select the More > Settings > Calls > Direct call options. This option is reset after one call.




You have selected a PRS absence profile that uses the option Personal forwarding number.You have enabled the option Blocking (absences) in the user settings.



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You have configured your phone device to divert the calls to your extension number for occasions when you are talking (busy), out of reach, not answering and not available.


You can modify the option both in the CMC and CDT applications, see the section Modifying availability information (individual users) in the Communication Desktop User Guide document. Modifying it in the one changes it in the other as well.

1. Select the More > Settings > Calls > Personal forward number options.2. Select the More option and then the Show option to check the number from the database, or

the Change option to change it.


The application has an interface to the standard messaging (SMS, MMS and e-mail) functions in the device.

You can send messages by selecting the contact, displaying the contact information, and selecting the function More > Create message > SMS, MMS or E-mail.



4.6.1. Modifying phone’s contact list (page 83)



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4.6.2. Modifying personal segments (page 83)


You can copy contacts from the system directory to the contact list of the phone device.

1. Select the segment, or make a search.2. Select the function More > Listed contacts > Add to contacts.

NOTE: The application copies all contacts from the list even when you have selected an individual contact or filtered the contacts using the search field below the list.

To remove the contacts:

Select the segment or company, which you have added to the phone’s contact list and want to remove, and select the function More > Listed contacts > Remove from contacts.Select the function More > Listed contacts > Remove search results to remove contacts that have been added as search results. All added search result groups are removed simultaneously.




USER GUIDE4.7. USING AVAILABILITY INFORMATION FUNCTIONS

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Select the function Directories and the appropriate segment and then the options More > Selected contacts > Add to segment. To remove a contact from your personal segment, select the segment and view contacts function, the appropriate contact, and the options More > Selected contacts > Remove from segment.


PRS (Personal Reachability Services) profiles are related to the availability information (absences and presences). The PRS profile can be changed either in the CMC or CDT application.

The profile informs other users about your availability:



receive calls.Green The Default profile or a presence type profile is in use. Calls are

transmitted and it is possible to serve queues.

NOTE: Current availability profile cannot be viewed if it is not available locally, for example when the CMC application has just been started and there is no offline file. You can get the information by selecting the Options > Refresh options.

In the CMC application, you can use the following availability functions, for further information on availability functions, see the Communication Desktop (CDT) User Guide document:

4.7.1. Updating your own availability information (page 84)4.7.2. Viewing other people’s availability information (page 86)4.7.3. Copying calendar entries to availability functions (page 87)


You can change your PRS profile. The updated information is displayed in the Communication Desktop (CDT) application as well.

1. Select the Availability option in the main view. Your current availability profile is displayed:



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2. Select the More > Edit options and select the appropriate profile.3. Enter optional information in the options Information, Start time and End time.4. Select the More > Apply options to save the modified profile.



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1. Search and select the contact in one of the ways explained in the section 4.3. Searching companies or contacts (page 77).

2. Select the More > Show availability function. The contact’s profile appears.

View a group’s availability information in the following way:

1. Select the Directories view and the segment.2. Select the Availability function.

This function is available only if the number of contacts in the segment is 200 or less.Each PRS profile has a predefined informative availability status which is indicated by the coloured icon: red = away, yellow = tentative, green = free.


USER GUIDE4.7.3. COPYING CALENDAR ENTRIES TO AVAILABILITY FUNCTIONS

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4.7.3. COPYING CALENDAR ENTRIES TO AVAILABILITY FUNCTIONS

When you add an entry to the phone device’s calendar application, it can be copied as an absence to the system if you have activated the Calendar integration setting 4.2.4. Adjusting user settings (page 73).

1. Make the entry to the phone’s calendar.2. The application asks if you want to

Create an absence:Select the Create absence and Done options.Select the profile and edit it if necessary.The message confirms that the CMC availability information has been updated.

Cancel creating this absence, select the Cancel or Back option.Stop calendar integration for n minutes, select the Ignore notifications, n minutes and Done options.

If you do not select any of the options within 30 seconds, the dialog is closed without any absence entriesbeing made. This will also happen if another application is opened in the device and the CMC application is moved from the top.


USER GUIDE4.8. BARRING CALLS AND ALLOWING GROUPS

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If you modify the calendar entry later on, it is updated in the absence information as well.

If the system is synchronised with the Microsoft Outlook calendar, the entry is copied there as well but that synchronization cannot be defined in the CMC application. Contact your administrator.

4.8. BARRING CALLS AND ALLOWING GROUPS

You can define that the application passes the calls from selected contacts (a segment, a company or the search results) only, and blocks all other calls.

1. Select the segment or company and display the contacts in it, or make a search.2. Select the More > Listed contacts > Add to allowed options.


USER GUIDE4.9. USING QUEUE FUNCTIONS

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The number of allowed groups is not limited, but there can be only one group at a time based on the search results. When a new search result is saved as an allowed group, it replaces the previous one. If the group is so large that it takes several pages, each page must be added separately.

You can remove one or all allowed groups by selecting the More > Settings> More > Edit allowed groups option.


You can log in to the selected queues and answer inbound phone calls from them.

1. Select the Queues option from the main view and select a queue.2. Select the More option and select the option Open to view detailed information of the queue.3. Log into a queue by selecting its checkbox or selecting the options More and Log in to all. 4. Log out from queues by unselecting the queue’s checkbox or selecting the queue, selecting

the More and Log out from selected queue or Log out from all options5. Select the option Refresh to view the queue’s up-to-date status information.



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If you cannot answer a queue call, you must reject the call.

Note the following:

When the phone rings, the phone application always comes to the top. If you are prompted to, for example ,accept the call by pressing the # or other DTMF character, make sure that the phone application is on the top.The application displays only the queues you have rights for.

NOTE: If you start in the offline mode, you cannot serve in queues though you have logged into them. When you get to online mode you are automatically logged to the selected queues.






USER GUIDE5. CMC LITE MODE

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5. CMC LITE MODEThis section introduces the CMC Lite mode which applies limited CMC functions only. The CMC Lite mode can be used in the device platforms S60 2nd and 3rd editions and S80, and it’s device requirements and installation are the same as for the normal CMC mode. This section lists the functions and features which are available for the CMC Lite users:

5.1. User interface (page 91)5.2. Logging in and out (page 91)5.3. Making phone calls (page 92)5.4. Using availability information functions (page 94)5.5. Recording phone calls (page 94)5.6. Using reporting functions (page 95)

NOTE: Make sure that you install the application with the SIS file corresponding to the target device platform: there are specific SIS files for Series 60 2nd and 3rd Edition devices.

5.1. USER INTERFACE

The user interface is the standard phone interface of the device platform, the CMC Lite functions are carried out in the background.

The application opens with the opening view only, and the Settings menu is found under Options button.

5.2. LOGGING IN AND OUT

Select the CMC in the list of applications. When the application is started first time after installation it starts in the CMC Lite mode. Select the (Options >) Settings options and define your settings. When you have entered your connection information, the system applies the mode which is defined for your account, either CMC or CMC Lite mode.


If the application is installed on your phone with a customized SIS file, you do not need to enter any other information except the default connection, username and password.

If the application is installed on your phone with a generic SIS file, you must enter the following information according to your system. Contact your administrator.

If some of the compulsory settings are missing, the application opens a dialog box to enter the missing data.

Open the Settings menu by selecting the Options > Settings options (it is the only option available in the CMC Lite mode):


USER GUIDE5.2.2. LOGGING OUT

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Host => Host name or IP address of the Connection Server. Port => The port number.Host Directory => The host directory that includes the services connecting the application to the system. Write to the field either the exact directory path with the start and end slashes for example /company/mobiledir/, or the customer directory name without slashes, for example company.Username => Enter the same username you are using in the system. It is defined when your account is created in the User Administration application.Password => Enter the same password you are using in the system. It is defined when your account is created in the User Administration application, and can be changed in the CDT and CMC applications.Default connection => Select the GPRS connection provided by your operator, or WLAN if it is available and your phone supports it.

5.2.2. LOGGING OUT

Select the Options > Exit options.



5.3.1. Calling and answering phone calls (page 93)5.3.2. Using call routing service (page 93)5.3.3. Source number masking (page 93)5.3.4. Changing diverting numbers (page 94)



USER GUIDE5.3.1. CALLING AND ANSWERING PHONE CALLS

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5.3.1. CALLING AND ANSWERING PHONE CALLS

Use the phone device’s normal telephony functions to make and answer calls. When the phone rings, the phone application is alwayscomes to the top. After answering, the device returns to the application which was on the top before the call.




In the Call routing service the phone calls to the local routing service, and the call is routed according to the call routing table. For example, the call table can define the least expensive route to avoid roaming costs. If a foreign number is selected, the application uses the Call routing service always. The routing table is managed by the administrator.

NOTE: Deleting offline also deletes the call routing table file. After deleting the file its content remain in the phone’s memory until the CMC application is closed or the device is turned off.

When the Call routing service is activated, it is used in all calls made from the device, except for emergency calls.

You can use the service only if it has been enabled by the administrator. The Source number masking and Call routing services cannot be active at the same time.




When the source number masking service is used, the recipient cannot see the caller’s mobile phone number but for example the switchboard number or the caller’s extension number is seen. Masking is configured by the administrator.



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When the Source number masking service is active, it is used in all calls made from the device, except for emergency calls.

You can use the service only if the service has been enabled by the administrator. The Source number masking and Call routing services cannot be active at the same time.


If the function is enabled by the operator, you can define in the phone device’s settings the diverting numbers where the call is transferred to when the phone is busy, out of reach or not answered in a specified time. When the CMC application is in use these settings can be overridden by the settings made in the User Administrator application.

If you change the diverting numbers in the phone’s settings, the settings are always restored when the CMC application is started.


Your availability status in the system is defined by the active PRS (Personal Reachability Services) profile. If the function is enabled by the administrator, selecting the phone profile in the CMC Lite mode sets the PRS profile accordingly.

NOTE: Only continuous PRS profiles are used ( they are active until you change the phone profile).

Availability information is updated on the server once every five minutes.




You can use the service only if it has been enabled by the administrator. Only the outbound calls can be recorded.



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USER GUIDE6. GLOSSARY

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6. GLOSSARYABBREVIATION (TERM) DESCRIPTION OR SYNONYM3G (third generation) A level of development related to wireless technologies. The

preceding levels were 1G (included analog standards such as FDMA and NMT), 2G (included digital standards such as CDMA and GSM), and 2.5G (included the packet-based GPRS standard). The 3G standards include UMTS (based on GSM) and WCDMA (based on CDMA).

A number The number where the call or message comes from (the caller’s number or the source number).

Absence A status in the PRS system when a user is away or not available and cannot be reached.

ADS (Active Director Synchronizer) A service that transfers user accounts from Active Directory to the CEM database.

Agent A user who handles queue calls and interacts with customers. Usually related to contact centers.

APO (Access Point) One of the databases in the Reporting system, works as an access point for operative SQL databases and controls the DTE job.

ASP (application service provider) An enterprise that provides other enterprises or individuals remote access to application programs and services over the Internet.

Attended transfer A call is transferred to another number only after the person it is transferred to answers the phone. The call is put on hold automatically, and you can release it and continue if the other party does not answer. Compare to the blind transfer method.

Auto-allocation mode The call queue mode where you automatically get the next inbound call from the queues in which you are currently serving as an agent. The call is offered to one agent at a time. Compare to the hunt group mode.

Availability information Indicates whether a user is absent or present. Related to PRS profiles.

B number The target of the call or message (the destination number).Blind transfer A call is transferred to another number without you knowing

whether the other party answers or not. Compare to the attended transfer method.

Bridge (H.323 or SIP) A core module for connecting the registered terminal devices and the gateways to the CD core module.

C number The target of the call which is forwarded from the B number.Campaign Defines the contents of the outbound call set (such as the

customers, scripts and special rules) in the Outbound Desktop application.

CD (Call Dispatcher) The core module for low-level call handling.CDT (Communication Desktop) An end user application for enterprise telephony systems and

contact center operations.



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CEM (Contact Event Manager) The core module for top-level call handling.CEM database The system database for call handling.Chat, chatting Real-time communication between users using computing devices.Chat Server, Chat Portal Server Server components that must be installed in the system if the chat

channel is used.ClientCom The communication interface between the client-level

applications.CMC (Communication Mobile Client) An end user application for mobile phone users.Codec (coder/decoder) A module which combines analog-to-digital and digital-to-analog

conversion.Company An external customer or an internal employer in the CPM

database. Contacts are always linked to one or more companies.Connection Server (CoS) A mandatory server component that carries out communication to

the end-user interfaces CDT and CMC via a TLS-secured connection.

Contact An external customer or an internal employee in the CPM database. When internal user accounts are transferred from the CEM database to the CPM database, they are interpreted as contacts. Contacts are always linked to one or more companies.

CPM (Contact Process Manager) database

The system database for managing customer information and activities (such as tasks).

CPM Administrator An administration application related to the CPM database and predefined outbound call campaigns.

CT Outlook (Communication Toolbar for MS Outlook)

An extension application which makes it possible to use some telephony and availability functions in the MS Office Outlook application.

CTM (Communication Task Management) An end user application related to task management. It is also used for creating and maintaining customer data and personal segments.

Customer In the CPM database: an external company or contact. In the ASP system model: a separate subsystem.

Customizer, customizing file A text file in the CEM server which contains dedicated customer-specific values.

Data Collector A server component that collects reporting and monitoring data. Required if Reporting or Online Monitoring applications are used.

DB, db (database) A collection of information which is organized by using predefined rules.

Dialer A module that controls the outbound call sequence, timing and agent assignment in the Outbound Desktop application.

Directory Either a CEM directory defined in the System Administrator application, or a segment which is displayed as a contact directory in the Communication Desktop (CDT) application.

ABBREVIATION (TERM) DESCRIPTION OR SYNONYM



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DSArea (Data Staging Area) One of the databases in the DTE. Related to the Reporting application.

DTE (Data Transformation Engineer) A tool that runs the transformation process in the Reporting application.

DTMF (dual tone multi-frequency) The signals you generate by pressing the keypad of a traditional phone.

DW (Data warehouse) Information organised in datamarts for effective on-line search. Related to the Reporting application.

E-mail channel The queue type which is used for receiving and handling e-mail messages.

External agent A user who is logged into the software from an external number (mobile or fixed). External agents serve in queues remotely.

ETC (External Terminal Controller) A core module that translates the protocol used with desk phones into a protocol used with softphones. This enables that certain CDT functions such as PRS can be used with the desk phones as well.

FBR (Federation Bridge) A core module for interconnecting several BCM systems. Used in ASP systems.

GK (gatekeeper) (H.323 or SIP) A core module for registering the terminal devices to the CD core module.

GUI (graphical user interface) The graphical interface for human-computer interaction (HCI). GUIs make it easier to use the software applications compared to command-based interfaces.

GW (gateway) (H.323 or SIP) An external module for connecting the system to an external network (usually to the PSTN network).

H.323, H323 A standard protocol for audio, video, data, internet phone, and VoIP transmissions.

HA (high availability) A system or module which is operational also when uncontrolled interruptions occur.

HAC (High-Availability Controller) An infrastructure application that ensures one of the redundant virtual unit instances is running all the time.

History Database Database for saving data for Reporting and Online Monitoring applications. It is installed automatically when the CEM Database or Reporting Database is installed.

Hunt group mode The call queue mode where you can pick an inbound call from the queues in which you are currently serving at as an agent. The call is offered simultaneously to all agents who are logged into the queue. Compare to auto-allocation mode.

IA (Infrastructure Administrator) An administration application for creating the system model, and starting and stopping all components of the system.

IAP (Internet Access Point) The connection server through which the CMC application connects to the internet.




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IIS (Internet Information Server) A Microsoft server product which is used for various web-related tasks, such as managing services and sharing information.

IM (instant message) A short messages sent and delivered using the Communication Desktop (CDT) application internally in a BCM system.

Inbound Incoming (contact events).Internal Web Services (IWS) A core server component required for the communication process. IP (Internet Protocol) The method and technology for sending data between computers

on the Internet.IP phone A telephone based on IP technology.IVR (Interactive Voice Response) A system which supports interaction between the caller and the

system. For example, the caller may hear a prerecorded prompt which instructs them to enter data with the phone keypad.

LAN (local area network) A group of computing devices which are used over a shared data line within a limited geographical area.

MCTABUFF The core module required for ClientCom integrations and the task management integration. This ActiveX component is installed on a client workstation.

Mobile phone A cellular telephone.MRS (Media Routing Server) The core module for playing prompt files. It also converts the RTP

stream into a WAV file when a caller leaves a voicemail message.MSI The file format for Microsoft Windows Installer packages.MTD (Multiterminal Desktop) Functions for defining multiple terminal devices for receiving

inbound calls, and for selecting which one of the devices is used when making outbound calls. Used in the Communication Desktop (CDT) application.

NAT (Network Address Translation) An IP address used in one network (the inside network) is translated to a different IP address known in another network (the outside network). Often involves address mapping and firewall configuration to improve security.

OB Desktop (Outbound Desktop) An end user application related to predefined outbound call campaigns.

OLAP On-line analytical processing. Related to the Reporting application.

OPER_DIR The default queue for passing personal inbound calls within the BCM system

Outbound Outgoing (contact events).PBX (private branch exchange) A traditional corporate telephone system which usually includes

switchboard hardware.PDC (Predictive Dialing Controller) A CEM module which runs the outbound campaigns. Used in the

Outbound Desktop application.Person An external individual in the CPM database. Persons are not

connected to companies and are usually private persons.




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POP (point-of-presence) An internet access point which has a unique IP address and provides access to the rest of the Internet.

Presence A status in the PRS system when a user is free and can be reached.Prompt An audio message file in the WAV format.PRS (Personal Reachability Services) Functions related to the availability information. The selected PRS

profile tells other users if you are available or not. Used in the Communication Desktop (CDT) application and Communication Mobile Client (CMC) application.

PRS profile An absence, presence or conference profile which defines how inbound calls are handled when an appropriate profile is selected.

PSTN (public switched telephone network)

The collection of interconnected public telephone networks and systems.

Queue routing The rules for offering calls to the agents who are serving in the queues in the auto-allocation mode.

R number The term used for the original external source number (the A number) in the following special case: the system is configured to display the original number even if the call has been forwarded within the system before it is finally forwarded to another external number. Normally the system displays the personal extension number or the queue number as the source number.

Reporting An application using data warehouse technology for effective reporting.

Reporting Database Database for saving data for Reporting application.RTP (Real-time Transport Protocol) A standard protocol for audio, video, data, internet phone, and

VoIP transmissions.SBR (skill-based routing) A queue routing method in the software. The software offers calls

to the agents who are most suited to take the call.Segment A target group which is created in the CPM database and displayed

as a directory in the CDT or CMC application. It contains persons, contacts, and companies. Segments may be company-wide (created in the CPM Administrator application) or personal (created in the CDT or CTM application).

SIP (Session Initiation Protocol) A standard protocol for audio, video, data, internet phone, and VoIP transmissions.

SMS (short message service) The method for delivering short messages to mobile phones.SOAP (Simple Object Access Protocol) The method which allows an exchange of data between

applications running on different platforms.SQL (Structured Query Language) A programming language used for database queries and updates.

May also refer to a database server or program.SRTP (Secure RTP) Configuration that uses encryption in the RTP signaling.




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SSR (Server-side Recording) Configuration where the recorded files are saved on the server, instead of the client workstation. Enables that recording can be used for desk phones as well.

Superior-assistant A role related to special queue functions.Switchboard Traditionally hardware (a telephone routing table) for routing and

connecting calls to other users.System Administrator An administration application related to the system data and

configuration.TAPI (Telephony Application Programming Interface)

A programming interface which allows you to make telephone and video calls using computers.

TCP/IP (Transmission Control Protocol/Internet Protocol)

A method and language for sending data between computers on the Internet.

Terminal The core module required for the phone functions in the Communication Desktop (CDT) application. This ActiveX component is installed on a client workstation.

User Administrator An administration application where user accounts and their rights are created and maintained.

UTC (Coordinated Universal Time) The standard time system used in the software. Times in different time zones are calculated in relation to the UTC time.



cmc user guide

Documents

avoid roaming

copying calendar

linking calendar

modifying

peoples availability

3rd edition

virtual phone

loose routing