BroadWorks Hosted Thin Call Center Agent/Supervisor … · 2017-04-10 · The Broadsoft host name...

MobileLink User Guide

April 2017

User Guide: MobileLink

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Table of Contents Section

MobileLink Overview Section 1

MobileLink Features Section 2

Enterprise Search Directory Section 2.1

Call History Section 2.2

Service Management Section 2.3

Download MobileLink Client Section 3

Download for iPhone 4 Section 3.1

Placing A Call: iPhone 4 Section 3.2

Download for Android Section 3.3

Placing A Call: Android Section 3.4

Download for BlackBerry Section 3.5

Placing A Call: BlackBerry Section 3.6

Mobile Device Requirements Section 4

MobileLink Error Messages on Android Section 5

MobileLink Error Messages on iOS Section 6

MobileLink Error Messages on BlackBerry Section 7

Additional Notes Section 8



1 MobileLink Overview

MobileLink is a simple non-VoIP client that enables end-users to make and receive calls over their existing cellular service using their business identity. Users can dial and manage calls from their personal smartphones just as they would from their office desk phone, including tracking calls, picking up business voicemail, managing personal settings, and more. MobileLink is available through the major mobile application stores and can be installed on Android, BlackBerry, and iOS mobile devices. (See Section 4 for download and installation instructions.)

Once installed, users can perform the following functions through the MobileLink client:

Make and receive voice calls over the public mobile network using their business identity.

Access their call history, for all call activity linked to their business line (mobile and fixed).

Search their Enterprise Directory, Exchange Global Address List (GAL), and Outlook contacts as well as their local phone directory for contacts. Users can easily click on a contact in their search results to originate a call.

Manage their network service settings, such as multiple flavors of call forwarding, Do Not Disturb, Caller ID Blocking, Anywhere, Simultaneous Ring, and Sequential Ring.

2 MobileLink Features

2.1 Enterprise Search Directory

The MobileLink application allows the user to search for contacts in a number of different locations. More specifically, depending on the mobile platform and the user’s native device settings, a search can be performed against their local phone contact list, their Enterprise Directory, Exchange Global Address List, and Outlook contacts.

Note: enterprise contacts are not synchronized with the phone. A live search is performed to find the best match stored in the Enterprise Directory.

2.2 Call History

The MobileLink application allows the user to view their call history for all calls on their business line. To do this, MobileLink downloads the latest call history stored on the user’s profile. This includes business calls made on their mobile phone in addition to their desk phone.

Calls originated through the Call-Through or Call Back service are logged and accessible via the Call History tab.

The call history can be filtered by all or missed calls. Each call record includes type (answered, missed, and placed/outgoing), time and date, telephone number, and name (if available).

Users can easily click on a phone number in their call history to originate a call.

2.3 Service Management

The MobileLink application allows the user to configure the following services if these are assigned to their user profile:

Call Forwarding Not Reachable

Call Forwarding No Answer



Call Forwarding Busy

Call Forwarding Always

Do Not Disturb

Remote Office

Caller ID Blocking

Anywhere

Simultaneous Ring

Sequential Ring

3 Download MobileLink Client

The latest reference versions for mobile devices are available on the corresponding mobile application stores.

The iOS version can be downloaded from Apple’s App Store via iTunes: MobileLink (Version 1.0.2)

The Android version can be downloaded from Google Play: MobileLink (Version 1.0.1)

The BlackBerry version can be downloaded through App World: MobileLink (Version 1.1.2.975)

Note: The MobileLink user must enter their user name and password on first launch. Details provided below.

3.1 Download for iPhone

1. Select the App Store icon from your iPhone 2. In the search window, type “BroadTouch MobileLink” 3. Tap “Install” 4. Once installed, select “Call Settings” and enter the following information:

a. User Name: [email protected] (Your User Name is your User Name) b. Password: Your password c. Telephone #: Your mobile number (Example: 978-555-1212) d. Host Name: http://voice.dsci-net.com (be sure to enter this manually)

http://itunes.apple.com/us/app/broadtouch-mobilelink/id515543136?mt=8

https://play.google.com/store/apps/details?id=com.broadsoft.mobilelink

http://appworld.blackberry.com/webstore/content/98586/?lang=en

mailto:[email protected]

http://voice.dsci-net.com/



Screenshot 1: iPhone Login Credentials

5. Select “Login” 6. Accept End-User License Agreement Note: Remote Office will be automatically enabled once you login and activate MobileLink. When Remote Office is turned on, calls to your DID will only ring on your cell phone. To restore calls to your desk phone, you will need to enter your user profile and disable Remote Office.



Screenshot 2: iPhone client

3.2 Placing a call: iPhone 4

1. Enter phone number (Example: 781-555-1212)

2. Tap “Call”

3. Select “Call Back” option (Note: if you select “iPhone” and not the ‘’Call Back” option, your personal phone number will be used and NOT your business identity)

4. Select “Answer.” Your call will be connected with your business DID.

3.3 Download for Android

1. Select the Play Store icon from your Android device 2. Tap the Search (magnifying glass) icon, then type “BroadTouch MobileLink” 3. In the results window, select “BroadTouch Mobile Link” (Broadsoft, Inc.) 4. Tap “Install,” then “Accept & Download” 5. Once installed, launch the app and accept the end user license agreement. 6. The Call Settings page will open automatically. Enter the following information:

a. User Name: [email protected] (Your User Name is your User Name) b. Password: Your password c. Telephone #: Your mobile number (Example: 9785551212) - This should auto-populate with your

mobile number.




d. Server URL: http://voice.dsci-net.com -Note: please be sure to enter this manually. The Broadsoft host name will auto-populate (as shown below) and should be removed.

Screenshot 3: Android Login Credentials

7. Select ‘Login’ 8. ‘Accept’ End-User License Agreement

Note: ‘Remote Office’ will be automatically enabled once you login and activate MobileLink. When Remote Office is turned on, calls to your DID will only ring on your cell phone. To restore calls to your desk phone, you will need to enter your user profile and disable Remote Office.




Screenshot 4: Android client

3.4 Placing a call: Android

1. Select “Callling Option” (Note: if you select “Use System Default Dialer” and not the ‘’Use MobileLink Call Back” option, your personal mobile phone number will be used and NOT your business identity)

2. Enter phone number (Example: 781-555-1212 or extension dial 1212)

3. Tap “Call”

4. Select “Answer” when your phone rings. Your call will be connected with your business DID.

3.5 Download for BlackBerry

1. Select the BlackBerry App World icon.

2. Search for “BroadTouch”

3. Click on apps

4. In the results window, select “BroadTouch MobileLink”

5. Install the app and launch it

6. Agree to the terms and conditions.



7. The Call Settings screen will come up automatically (see Screenshot 5). Enter the following information:

a. Server URL: http://voice.dsci-net.com

b. Mobile Phone #: Your mobile phone number (Example: 6035555555)

c. User ID: [email protected] (Your User Name is your User Name)

d. Password: the password to your voice portal account

Screenshot 5: BlackBerry Login Credentials

Note: ‘Remote Office’ will be automatically enabled once you login and activate MobileLink. When Remote Office is turned on, calls to your DID will only ring on your cell phone. To restore calls to your desk phone, you will need to enter your user profile and disable Remote Office.

Screenshot 6: BlackBerry client photos





3.6 Placing a call: BlackBerry

1. The first time you use the app, you need to change some settings. Click the Settings button in the top right hand corner. To dial using MobileLink:

a. The dropdown should be set to “All Outbound Calls”

b. “Call Back Service” should be checked

2. Select the keypad in the top left hand corner.

3. Enter the number you wish to call, and click the Call button. You will receive a callback from your desk phone within 20 seconds. Pick it up; this is your desk phone calling your cell phone. Then your call will go through.



4 Mobile Device Requirements

MobileLink supports the following operating systems and manufacturing device models:

OS Android BlackBerry iOS

Version 2.2, 2.3, 4.0, 4.1 6, 7 4.2 and up

Mobile Device Samsung Nexus S 4G

Samsung I5500

HTC Sense

Samsung Galaxy II

Samsung Galaxy SII

Samsung Galaxy SIII

HTC EVO 3D

HTC Incredible

Motorola Atrix

BlackBerry Bold 9700/9790/9900

BlackBerry Torch 9800/9860

BlackBerry Curve 9360/9830

iPhone 3GS

iPhone 4

iPhone 4S

iPhone 5

iPad (All Models)

Table 1: Mobile Device Requirements

Note: The MobileLink application was officially validated against the mobile devices in Table 1; however, it is compatible with any device that meets the OS requirements.



5 MobileLink Error Messages on Android

Table 2 shows the possible error messages a user may encounter while using MobileLink on Android, and the corresponding corrective actions.

Error Messages Possible Causes/Handling

Call Service Unavailable: Call Back and Call-Through services are unavailable on this device. To use services, please configure Remote Office, BroadWorks Anywhere, or BroadWorks Mobility in settings.

Configure Mobility, Remote Office, or Anywhere.

Warning! Your account is not authorized for this application. Please contact your service provider for assistance.

MobileLink license is not assigned to the user.

Incorrect URL specified in the Server URL field of the MobileLink login page.

Invalid user name/password. Incorrect user name or password is specified on the MobileLink login page.

Server URL attribute on the MobileLink login page is missing “https://” host name prefix.

Invalid phone number. This mobile number attribute on the MobileLink login page is empty.

Timeout on Call Back service. The mobile number configured in Mobility, Remote Office, or Anywhere does not correspond to the user’s cell phone number.

User is not assigned the BroadWorks Mobility service or there is no location assigned to this service (111003).

Mobility is not enabled for the user.

The mobile number configured in Mobility, Remote Office, or Anywhere does not correspond to the user’s cell phone number.

BroadWorks Mobility service is not assigned to this user (111020).

Mobility is not assigned to the user.

BroadWorks Mobility service is not activated for this user (111021).

Mobility is assigned to the user and is not enabled.

Calling Party Address not found. This device may not have been configured for DM (111022).

The mobile number configured in Mobility does not correspond to the user’s cell phone number.

Duplicate request for same call context (111023). User attempted a call request immediately after a cancelled call.

Blocked by Remote Office (110821). Mobility and Remote Office are both enabled. These two services cannot be enabled simultaneously.

Table 2: Android Error Messages



6 MobileLink Error Messages on iOS

Table 3 shows the possible error messages a user may encounter while using MobileLink on iOS, and the corresponding corrective actions.


Dialing Service Unavailable: Call Back and Call-Through services are not configured for this device. Press the Configure button to configure these services automatically for this account. Otherwise, the services must be configured manually using the Call Settings tab.

Configure Mobility, Remote Office, or Anywhere.

Your account is not authorized for this application. Please contact your service provider for assistance.


Login Failed: The request timed out. Please check your login settings.


Login Failed: A connection failure occurred. Please check your login settings.


Login Failed: Authentication needed. Please check your login settings.

Incorrect user name or password specified on the MobileLink login page.

Login Failed: Unable to start HTTP connection. Please check your login settings.

Server URL attribute on the MobileLink login page is missing “https://” host name prefix.

Error: Missing required parameter callingPartyAddress. This mobile number attribute on the MobileLink login page is empty.

User is not assigned the BroadWorks Mobility service or there is no location assigned to this service (111003).

Mobility is not enabled for the user.

The mobile number configured in Mobility, Remote Office, or Anywhere does not correspond to the user’s cell phone number.

BroadWorks Mobility service is not assigned to this user (111020).

Mobility is not assigned to the user.

BroadWorks Mobility service is not activated for this user (111021).

Mobility is assigned to the user and is not enabled.

Calling Party Address not found. This device may not have been configured for DM (111022).

The mobile number configured in Mobility does not correspond to the user’s cell phone number.

Duplicate request for same call context (111023). User attempted a call request immediately after a cancelled call.

Blocked by Remote Office (110821). Mobility and Remote Office are both enabled. These two services cannot be enabled simultaneously.

Table 3: iOS Error Messages



7 MobileLink Error Messages on BlackBerry

Table 4 shows the possible error messages a user may encounter while using MobileLink on BlackBerry, and the corresponding corrective actions.


Your account is not authorized for this application. Please contact your service provider for assistance.


Please enter a valid URL. URL field on the MobileLink login page is empty.

Please enter correct password. Password field on the MobileLink login page is empty.

Please enter correct user name. Username field on the MobileLink login page is empty.

Cannot connect to the server. Check your data connection.

There is no data/Internet connection.

Cannot connect to the server. Check “Server URL” and your data connection.

There is no data connection or the URL is incorrect.

Insufficient application privileges. Application does not have necessary permission to run and will terminate (for example, access to local contacts, call intercept, and so on).

Unable to log in. Please check your credentials or contact the system administrator.

Incorrect user name or password specified on the MobileLink login page.

Invalid phone number. Mobile number field on the MobileLink login page is empty.

Error logging in. Incorrect URL specified on the MobileLink login page.

URL attribute on the MobileLink login page is missing “https://” host name prefix.

Table 4: BlackBerry Error Messages



8 Additional Notes

User Bundle

Although anyone can download the MobileLink client, it will only work for users with a Premium User Bundle. If you receive an “unavailable” or “not authorized” error message in MobileLink, contact your group administrator to confirm which User Bundle is assigned to your station.

Remote Office & Anywhere

MobileLink was designed and intended to work with both Anywhere and Remote Office. If the user only has Remote Office enabled, the user must manually enable and disable this feature after each use.

If the user is assigned Anywhere and Remote Office, Anywhere should always remain enabled. Data Connection

A data connection is required for the mobile device. If you turn your cellular data off, you cannot place a call from the MobileLink app via your ID.

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BroadWorks Hosted Thin Call Center Agent/Supervisor … · 2017-04-10 · The Broadsoft host name...

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