User guide - docs.micloudoffice.com · Chapter 1. MiCloud overview Revision: 4.5_6630 1 Chapter 1....

User guideMiCloud Office user web

Revision: 4.5_6630

User guide: MiCloud Office user web

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User guide

Revision: 4.5_6630 iii

Table of Contents1. MiCloud overview ................................................................................................... 1

1.1. Home .......................................................................................................... 11.1.1. Applications ...................................................................................... 11.1.2. My Profile ......................................................................................... 11.1.3. My homepage .................................................................................. 2

1.1.3.1. Group login ............................................................................ 21.1.3.2. Presence status and directory search ...................................... 4

1.1.4. Override Nightmode .......................................................................... 51.1.5. Send SMS ........................................................................................ 51.1.6. Tickets ............................................................................................. 51.1.7. Working hours .................................................................................. 5

2. Inbox ..................................................................................................................... 62.1. Deleting Messages ...................................................................................... 6

3. Function number schedules .................................................................................... 74. Conferencing .......................................................................................................... 95. Report Generation ................................................................................................ 106. Services ............................................................................................................... 11

6.1. Activity diversion ........................................................................................ 116.2. Configuring Call Recording settings ............................................................ 116.3. Configuring Call Routing ............................................................................ 11

6.3.1. Inbound Rules ................................................................................ 126.3.2. Outbound Rules .............................................................................. 136.3.3. Fallback Rules ................................................................................ 146.3.4. Rule Order ..................................................................................... 15

6.4. Diversion number ...................................................................................... 156.5. Configuring Fax settings ............................................................................ 156.6. Presence state changes ............................................................................. 166.7. Name voice prompt ................................................................................... 166.8. Configuring Voicemail Settings ................................................................... 16

7. Handling Contacts ................................................................................................ 187.1. Contact lists .............................................................................................. 18

7.1.1. Adding favourites ............................................................................ 187.1.2. Deleting a favourite ......................................................................... 187.1.3. Favourites templates ....................................................................... 187.1.4. Adding a Contact ............................................................................ 18

7.1.4.1. Contact details ..................................................................... 187.1.4.2. Contact phone numbers ........................................................ 197.1.4.3. Adding speed dial shortcuts for use with a desktop phone. ....... 19

7.1.5. Importing Contacts .......................................................................... 207.1.6. Blocked contacts ............................................................................. 207.1.7. VIP contacts ................................................................................... 207.1.8. Favourite contacts ........................................................................... 20

8. Viewing the Call Log ............................................................................................ 218.1. Call log ..................................................................................................... 21

9. Feature codes ...................................................................................................... 229.1. Feature codes ........................................................................................... 22

9.1.1. ACD group login ............................................................................. 229.1.2. Call intrusion .................................................................................. 229.1.3. Common pickup .............................................................................. 229.1.4. Directed Pickup .............................................................................. 229.1.5. Diversion bypass ............................................................................ 229.1.6. Get my active call ........................................................................... 229.1.7. Override nightmode ......................................................................... 239.1.8. Diversion ........................................................................................ 239.1.9. Schedule event ............................................................................... 23

User guide

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9.1.10. Set activity .................................................................................... 239.1.11. Set role ........................................................................................ 239.1.12. Set role for call ............................................................................. 249.1.13. Transfer to voicemail ..................................................................... 24

10. Accessing voice mail .......................................................................................... 2510.1. Voice Mail access .................................................................................... 25

10.1.1. User authentication ....................................................................... 2510.1.2. Listening to voice mail from web page ............................................ 2510.1.3. Voice mail management from phone .............................................. 25

11. Mid call IVR menu .............................................................................................. 2711.1. Mid call menu .......................................................................................... 27

11.1.1. Entering the menu without an active background call ....................... 2711.1.2. Entering the menu with an active background call ............................ 29

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List of Figures3.1. Example config ................................................................................................... 811.1. Mid call menu - No background call .................................................................. 2811.2. Midcall menu - With background call ................................................................. 29

User guide

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List of Tables6.1. Inbound rules match criteria ............................................................................... 126.2. Inbound Rules Actions ....................................................................................... 136.3. Outbound Rules Match Criteria ........................................................................... 146.4. Outbound Rules Actions .................................................................................... 146.5. Fallback Rules Match Criteria ............................................................................. 156.6. Fallback Rules Actions ....................................................................................... 156.7. Voicemail Settings ............................................................................................. 168.1. Call Log Icons ................................................................................................... 21

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List of Examples3.1. Adding a schedule example ................................................................................. 7

Chapter 1. MiCloud overview

Revision: 4.5_6630 1

Chapter 1. MiCloud overviewThe MiCloud interface makes it possible to configure settings related to your calls and mes-sages in the system. Log on to the system using your standard web browser and the URL,username and password provided by your organization administrator. It is also possible tolog on to the MiCloud from the Softphone client.

1.1. HomeThe home tab contains the following options:

• About - About the system.

• Applications - Launch or download applications.

• My Profile - See your personal info and set your preferences and passwords.

• My homepage - Change your presence status, or login to or logout from your ACD andattendant groups. ACD supervisors can access the ACD widgets from this page.

• Extend working hours - Override the nightmode state and extend the working day callrules with two hours. This menu is only visible if you are allowed to extend working hours.

• Send SMS - Send text messages to other users within your organization or to externalcontacts.

• Tickets - Grant access to internal APIs for external applications by creating a ticket.

• Working hours - See the configured working hours.

1.1.1. ApplicationsThis view shows all applications that you can install or configure. For each application thereis an instruction to follow. You can also download specific documentation for the clients.

1.1.2. My ProfileThis view displays your personal information, your picture and let you change your passwordand PIN code.

To change your photo

1. Click Change photo...

2. Click Browse... and select a new photo to upload. The photo must be in JPEG format(filename ending with .jpg, .jpeg, or .jpe). The image will be scaled unless it is 240 x 320pixels.

3. Click Preview to see that it looks ok.

4. Click Save photo.

To change password

1. Enter your previous password

2. Enter your new password



3. Retype your new password

4. Click Change password

To change PIN code

1. Enter your new PIN code

2. Retype your new PIN code

3. Click Change PIN code

1.1.3. My homepageOn the homepage you can find and change your presence status, see Section 1.1.3.2.1,“Presence status widget” or see Section 1.1.3.2.2, “MiCloud Office for web” if you have Mi-Cloud Office for web. If you are member of an ACD or attendant groups, you can also login and log out from them on the homepage.

1.1.3.1. Group login

In the Group Login pane, you can see the ACD and attendant groups you are a member of.Your current login status is shown with the presence icon next to the group name. You canlog in or log out from a group in the Group Login pane, or from your mobile phone.

The Group login pane also shows the call log for ACD and Attendant groups that you aremember of.

To log in/log out from a group in the Group Login pane

• Click the Login/logout button.

To log in/log out from a group using your mobile phone:

1. Click Send SMS link to send a link in an SMS message to your mobile phone.

2. Open the SMS message on your mobile phone and select the link. Your mobile phonebrowser now opens.

3. Select Login to log in or Logout to log out from your groups.

You can reuse the link in the SMS message to reach your group login page.

ACD supervisors can also see and turn Nightmode on or off, and access the two ACD wid-gets, queues and agents.

Note

You can have your ACD supervisor logged in to the system in the browser thewidgets are shown. If you log in with another user account, the widgets will loosetheir session.

To view the ACD and Attendant groups call log

1. Click the icon to view a summary of all, missed, forwarded, and answered calls. Calldetails per call are listed under the summary. Click a call item in the list to view queue andcall duration information for it. It is also possible to filter results by groups.

1.1.3.1.1. Queue statistics



The queue statistics widget shows all the ACD and attendant groups you are authorized tosupervise, and lets you log in and log out agents to these groups. The statistics is presentedin the administrator configured running time span.

• Group - The name of the ACD or attendant group. Click on the group to expand it. Whenexpanded, the group provides: Agent members of the group, with logged out agents havingnames in grey; Agent status; skill, where skill 1 is the highest and 5 the lowest skill; and abutton to log in or log out the agent to or from the group.

• # in queue - Number of persons in the queue.

• Free/logged in - Number of free agents/logged in agents serving the group.

• Waiting - The current waiting time for the first call in queue.

• Last wait - The time in minutes:seconds the last picked up call waited before the call waspicked up.

• Avg wait - The time in minutes:seconds the average call in the configured time span waitedbefore the call was picked up.

• Dropped - The number of calls that were hung up by the callers before they were pickedup, and calls that went to fallback because no agent answered in time.

When opening the widget in a separate window, it is possible to change some viewing optionsby altering the URL. The following options are configurable:

• Size - The URL contains the &size=m string. Change to &size=l to make the text large,or change to &size=xl to make the text extra large.

• Width - The URL contains the &width=100 string. The value is a percentage of total width,and you can have any positive integer value. Change to &width=70 if you want 70%width. You can also set the value in pixels. Set &width=1080px if you want width to be1080 pixels.

• Headers - The URL can have the &headers=hide string. Having this string in the URLwill remove the header. Remove this string to show the header, or add the string to removethe header. This feature is only for the Agent widget.

Note

If you have set the security setting on Internet Explorer or from Control Pan-el to High you need to add the server address to your trusted sites. See Sec-tion 1.1.3.1.3, “Security settings” for more information.

1.1.3.1.2. Agent statistics

The agent statistic widget shows all the info provided by the Queue statistic widget, but it issorted by Agent name instead of group name. For information on the statistics presented,see Section 1.1.3.1.1, “Queue statistics” .

Note

If you have set the security setting on Internet Explorer or from Control Pan-el to High you need to add the server address to your trusted sites. See Sec-tion 1.1.3.1.3, “Security settings” for more information.

1.1.3.1.3. Security settings

If you have set the security setting on Internet Explorer or from Control Panel to High youneed to add the server address to your trusted sites.



To add the server address to your trusted sites

1. Start Internet Explorer.

2. Select Tools > Internet Options.

3. Select the Security tab.

4. Select the Trusted sites icon.

5. Select Sites.

6. Enter the server address given to you by your administrator. This would be in the format:http://example.servername.com or https://example.servername.com.

7. Select Add.

1.1.3.2. Presence status and directory search

1.1.3.2.1. Presence status widget

The different options for Roles and Activity are configured by the system administrator.Changing your Role can also effect how calls are presented and routed in the system. Forexample if you select the role private your private number can be shown to a called partyinstead of your office number. The following default roles are defined in the system:

• Business

• Private

The Activity makes it possible for other users in your organization to see if you are available ornot and also how the system should route your calls. How incoming calls are routed depend-ing on your activity can either be defined by your system administrator or if you are an autho-rized user you can manage your own settings. See Section 6.3, “Configuring Call Routing”.

The following default activity types are available:

• Available

• Busy

• Lunch

• Meeting

• Out of office

• Vacation

If you set an Activity End Time the Activity will revert back to the default activity when theend time arrives.

Your system might have a different set of activity types.

The personal note shown in the system can be changed. Click to edit your personal note.

1.1.3.2.2. MiCloud Office for web

Depending on your license you might have MiCloud Office for web instead of the Presencestatus widget. See the documentation on the Application page for more information on howto use MiCloud Office for web.



1.1.4. Override NightmodeUse the Nightmode override to extend the working day with two hours. This will affect howcalls are routed in the system if the system has entered nightmode. When extending theworking day calls are routed in the same way as during office hours. This option is onlyavailable if enabled by your system administrator.

If you are an ACD supervisor, the override settings are a bit different. If you turn on nightmode,then nightmode will be on until the next regular working hours schedules start. When youoverride the nightmode, you remove all previously made temporary rules, and set a time limitfor the override. When that time has passed, the setting for the normal working hours apply.

1.1.5. Send SMSIf you are authorized it is possible to send text messages to other users within your organi-zation or to external contacts.

1.1.6. TicketsTickets are used to grant external applications access to internal APIs. The token and secretfor a ticket are used to authenticate the external application. The tickets page lists the grantedtickets and allows you to create new or revoke tickets.

For the granted tickets, the following information is displayed:

• Ticket name

• Token

• Secret

• Issued

• Granted APIs

To create a ticket

1. Enter the name for the ticket. The ticket name will be used to identify the ticket.

2. Mark the check boxes for the APIs that shall be accessible for the ticket.

3. Click Create ticket

To revoke a ticket

1. Click on the ticket name in the Granted tickets list.

2. Click Revoke .

1.1.7. Working hoursHere you can see your configured working hours. When you are outside the configured work-ing hours you enter nightmode and this will affect how your calls are routed. If you have au-thorisation you can extend your working hours with two hours in the Extend working hoursmenu.

Chapter 2. Inbox


Chapter 2. InboxThe inbox contains all your messages in the system. The messages can be either voice mail,fax, or call recordings. If you also are a member of a group inbox the voicemail of the groupsare displayed. Unplayed messages are in bold. Played group inbox messages displays thelatest user that listened to the message and when. Click Play to play a message.

2.1. Deleting MessagesSelect a message and click Delete selected.

Chapter 3. Function numberschedules



Schedules are used to set opening hours on function numbers.

In the schedules view all your function numbers are listed with the current state, green foropen and red for closed. Add schedule events to configure your preferred opening hours forthe function numbers. The schedule events are matched from top to bottom and it will takethe state by the first match. You can reorder your schedule events by drag and drop. Thedefault state is that the function number is open, but this can be edited. You can add recurringschedule events, or events for specific dates.

A schedule event can either be a single event or a recurring event.

To edit a function number schedule click on the event. A schedule event can be in one ofthree states:

All function numbers have a schedule with one schedule event as default. The default Actionis Open. You can add as many schedule events as you like on a schedule.

Adding a new schedule event

1. In a schedule, click Add new schedule event

2. Name the event to facilitate management of the function number schedule.

3. Add a From date/time and a To date/time then add recurrence, if relevant. You can chooseto only add date in from and to, only time in from and to, or a combination of both.

4. Add recurrence. You can choose to have the recurrence Daily, Weekly (where you canspecify which days in the week), Monthly, and Yearly.

5. Add a welcome prompt to play when this is matched. You can choose from the predefinedin the drop-down list, or add a new prompt.

Note

If choosing to add a new prompt, you will navigate from the page and theevent's configuration is lost.

6. Set the Action for this event. Select one of the three following:

• Open - Calls to this number will be forwarded if there is an available agent

• Closed - Calls to this number will not be forwarded to any agent

Choose also if you should hangup existing calls in the queue.

• Forward - Calls to this number will be forwarded to a number you can specify.

Example 3.1. Adding a schedule example

For example, to add normal opening hours from 08:00 to 17:00 monday-friday on a schedule,but an exception on Christmas day (25th december) do the following.

1. Click Add new schedule event.



2. Add a name, for example Opening hours. Set From time to 08:00 and to time to 17:00,and leave the date fields empty. Then add Recurrence to Weekly. Mark the M,T,W,T andF box. Select a welcome prompt, and then choose the Action Open. Click Save.

3. Click Add new schedule event.

4. Add a name, for example Closed on Christmas Day. Set From date to 25th december, andTo date to 25th december. Leave the time fields empty. Then set Recurrence to Yearly.If you already have recorded a "We're closed for christmas" prompt, pick that, or recorda new one and upload. Then add this schedule event again. Choose the Action Closedand click Save.

5. Edit the default schedule event to have the Action Closed.

6. Drag and drop the events (on the handle to the left) to make sure that Closed on Christmas

Day is on top, Opening hours is below and the default prompt is on the bottom.

As the list is matched as a prioritised list from top to bottom, the Closed on Christmas Daywill be matched first, then Opening hours and finally the default event. If date is not 25thof December, but Monday-Friday and time is 08:00-17:00 then it will not match Closed onChristmas Day, but Opening hours will be matched and Welcome prompt will be playedbefore the Function number distribute the call according to its configuration.

Figure 3.1. Example config

Chapter 4. Conferencing


Chapter 4. ConferencingThe Conferences page is where you can schedule a voice meeting by inviting multiple par-ticipants to the call. The page lists all upcoming meetings.

To join an ongoing meeting

• Click Join meeting. The server will call you on your phone for immediate access to themeeting.

You can also click on a meeting, call a meeting dial in number and then enter the MeetingID.

To add a new meeting

1. Click Add meeting.

2. Enter a name for the meeting.

3. Select the start date, start time and meeting duration. The meeting timezone is your defaulttimezone. Check so that the meeting is booked in your preferred timezone.

4. If the meeting is recurring, select the recurrence in the Repeat drop down-list.

5. Set your preferred meeting reminder time to the calendar invitation.

6. Set the time for the SMS text message reminder.

7. Click Add participant.

8. Enter email, phone number or user's name to search for a participant. Click on the nameto add the contact to the meeting.

You can also click Add external participant if your preferred contact does not show upin the list. Enter first name and phone or email to add the contact to the meeting. You canmark the checkbox Remember contact if you want to remember the contact informationfor other meetings.

Tip

You can remove a contact from the participant list by first clicking on thecontact's icon and then on Remove, or by clicking Remove participants andthen clicking on the participants to remove.

9. Write an invitation note. The text will be displayed in the invitation email and calendarevent.

10.Click Send invitations to send e-mail invitations via the server. The email contains thedetails of the meeting and how to dial in.

11.Click Close to close the meeting details.

To delete a meeting

1. Click on a meeting.

2. Click Remove.

3. OK.

Chapter 5. Report Generation

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Chapter 5. Report GenerationCall Detail Records (CDR), produced when calls are placed and received through the system,can be downloaded using the reports. The system comes with preconfigured reports by thesystem administrator.

Note

You need to have the report admin authorization to make reports.

Report can be downloaded by selecting a report type, filling report parameters and clickingon download. The report will be downloaded in the format as defined in the report. e.g. csv,xml or json.

To download a report

• Select a report from the Report type drop down box.

• After selecting a report, web interface shows parameters associated with the report. Fill inreport parameters to configure the report.

• After all parameters are filled in, click on the Download button to download the report. Thecontent of the report will be presented in the web interface.

Chapter 6. Services

Revision: 4.5_6630 11

Chapter 6. ServicesThe service configuration contains settings for notification of call recordings, how calls shouldbe routed, settings for fax notifications, and settings for the voice mail service.

6.1. Activity diversionActivity diversion is a feature to enable call diversions based on your activity. You set whichactivities that should have a call diversion and the number the calls should be diverted to.You can, for example, have an activity diversion for the activity Vacation with the switchboardnumber that will automatically divert all incoming calls when you have the activity Vacationto switchboard. You will be notified with an icon in your desktop and mobile application ifdiversion is enabled. You can also see in Diversion number if you have an active diversionand to which number.

For each activity you can have one phone number that calls will be diverted to.

Note

You need to have a diversion rule active in your call routing rules for the Activitydiversion functionality to be enabled.

6.2. Configuring Call Recording settingsIt is possible to select if a call recording should generate an email.

Select Yes, attach recording, Yes or No and click Apply to change the setting.

6.3. Configuring Call RoutingCaution

Be careful when forwarding calls to external numbers and when forwarding callsfrom your mobile phone. Do not forward calls from your mobile phone back toyour personal single number, since this will cause a loop in the system in thecase that the system has a call routing rule for this number that forward incomingcalls to the mobile phone.

The call routing rules are used to define how the system handle calls. Call routing rules areset on the organization and group level and can also be set on the user level. Rules set onthe organization and group level are inherited by the user level and can been seen on thecall routing page.

Note

Depending on authorization settings on the organization and group level, youmight not have permission to override inbound and outbound rules.

The following types of call routing rules can be defined:

Inbound rules - These rules are used to control how an incoming call is handled. This iswhere the association between personal phone numbers and personal phones are defined,that is, controlling which of the available phones that should ring when a call is received tothe personal number.

Chapter 6. Services

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Outbound rules - These rules control how the system should behave when a call is placed.For example to control which number that should be presented as a calling party number. Ifno outbound rule exists the system will set the calling party number to private.

Fallback rules - These rules control how incoming calls which cannot be connected arehandled. For example if the called party is busy the call may be diverted to voice mail.

Caution

Fallback rules always precedes hunting chains in terms of timeouts. If you havea hunting chain with multiple hunts this means that the fallback rule will overrideall preceding hunts.

6.3.1. Inbound Rules

Click Add to insert a new inbound rule. Follow the instructions on screen to build a new rulewith matching criteria and actions.

Table 6.1. Inbound rules match criteria

Match Criteria Description

Activity To match the current presence activity when the call is re-ceived. For example, when an activity is set to meeting a rule toforward calls to voice mail can be created.

Availability To match the current availability when the call is received. Forexample, when an unavailable activity is set a rule to forwardcalls to voice mail can be created.

Calling party To match the type of calling party, internal or external. This al-low rules treating internal and external callers differently.

Date To match a date. The possible values are before, after or a spe-cific date.

Day of week To match a weekday. It is possible to specify "is" or "is not" andthen provide the day of week.

Diverted To match on calls that have been diverted by one user to anoth-er number while using the "Enter number" setting. A call forkedto a user's own devices is not considered a diversion.

Incall To match the call status. Possible values are true and false.This rule allows specifying what should happen if you are busyon a phone when receiving a call.

Nightmode To match the Nightmode state. Possible values are True andFalse. This rules allows specifying what should happen whenNightmode is active or not. For example, should calls be for-warded to a mobile when a call is received during Nightmode.

Role To match the current presence role when the call is received.This rule allows for example, forwarding calls to attendant if roleis set to private. Possible values are the roles configured for theorganization.

Time To match a time value. Possible values are before or after aspecified time.

Inbound rules actions defines destinations where to forward the call. Some of the destinationsallow multiple destinations to be specified. It is also possible to define the delay when thecall will be redirected to other destinations. The following inbound rule actions are available:

Chapter 6. Services

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Table 6.2. Inbound Rules Actions

Action/Destination Description (If the rule is matched...)

Analog phone the call should be forwarded to the analog phone.

Desktop phone the call should be forwarded to the desktop phone.

Mobile phone the call should be forwarded to the mobile phone.

Queue the call should be forwarded to the personal queue of the user.This action is typically used in conjunction with the Incall matchcriteria. It is only possible to distribute a call that has been in apersonal queue to internal extensions. If a rule with an externalnumber distribution is available the call will not be distributed tothe external number.

Active diversion number the call should be redirected to the redirect number set by thefeature code. Rules containing this action will only match if anactive call diversion set by a feature code exists.

Softphone the call should be forwarded to the Softphone.

Switchboard the call should be forwarded to the switchboard number.

Voicemail the call should be forwarded to the voicemail inbox.

Voicemail play activity the call should be forwarded to the voicemail inbox and play theactivity.

Voicemail busy in call the call should be forwarded to the voicemail inbox and play thebusy in call prompt.

Voicemail play out ofreach

the call should be forwarded to the voicemail inbox and play theout of reach prompt.

Enter phonenumber... the call should be forwarded to a custom phone number addedto the rule.

Send ringing the call will be played the in ringing prompt.

Send busy response a busy tone will be sent to the calling party.

Then hunt to <destina-tion>.

this will start a hunt. It will cancel ringing on any previouslyadded destination and make the phone ring on the entereddestination. This can be used in combination with "after N sec-onds". If the hunt destination is busy the next hunt will be useddirectly.

Caution

Fallback rules always precedes hunting chains interms of timeouts. If you have a hunting chain withmultiple hunts this means that the fallback rule willoverride all preceding hunts.

Send decline send decline to calling party. This will enable a rule of type"When a call is received then call will be directed to send de-cline."

6.3.2. Outbound Rules

Click Add to insert a new outbound rule. Follow the instructions on screen to build a newrule with matching criteria and actions.

Chapter 6. Services

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Table 6.3. Outbound Rules Match Criteria


Date The possible values are before, after or a specific date.

Day of week It is possible to specify "is" or "is not" and then provide the dayof week.

Dialed number To match the dialed number against a set of defined numbertypes, for example international or mobile.

Diverted To match on calls that have been diverted by one user to anoth-er number while using the "Enter number" setting. A call forkedto a user's own devices is not considered a diversion.

Nightmode To match the Nightmode state. Possible values are True andFalse. This rules allows specifying what should happen whenNightmode is active or not. For example, should calls be for-warded to a mobile when a call is received during Nightmode.


The outbound rules actions are either used to specify the calling party number to be displayedfor the placed call or to block a placed call for different reasons. The following outbound ruleactions are available:

Table 6.4. Outbound Rules Actions

Action Description (If the rule is matched...)

Blocked because of for-bidden destination

the call will be blocked and instead the caller will hear a promptinforming the reason for blocking the call.

Blocked because of re-stricted time


Blocked because ofunauthorized user


Placed from anonymousline

the calling party number will be hidden for the placed call.

Placed from personal of-fice line

the calling party number will be set to the number configured asthe primary personal number for the user.

Placed from secondaryoffice line

the calling party number will be set to the number configured asthe secondary personal number for the user.

Placed from switchboardline

the calling party number will be set to the switchboard numberof the organization.

Redirected to switch-board

the caller will be redirected to the switchboard number insteadof connected to the dialled number.

Placed from mobilenumber

the calling party number will be selected from a list of mobilenumbers.

Placed from line number the calling party number will be selected from a list of line num-bers, or aliases provisioned for the user.

6.3.3. Fallback Rules

Click Add to insert a new fallback rule. Follow the instructions on screen to build a new rulewith matching criteria and actions.

Chapter 6. Services

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Table 6.5. Fallback Rules Match Criteria


Calling party To match the type of calling party, internal or external. This al-low rules treating internal and external callers differently.

Date To match a date. The possible values are before, after or a spe-cific date.

Day of week To match a weekday. It is possible to specify "is" or "is not" andthen provide the day of week.


The following actions are available for fallback rules.

Table 6.6. Fallback Rules Actions

Action Description

Fallback to switchboardon no answer after 30seconds

If the called party has not answered within 30 seconds, the callwill get diverted to the switchboard number.

Fallback to switchboardon busy

If the called party is busy in a call the call, will get diverted to theswitchboard number.

Fallback to switchboardon call rejected

If the called party declines an incoming call the call will get di-verted to the switchboard number.

Enter phonenumber... oncall rejected

If the called party declines an incoming call the call will get di-verted to the entered phone number.

Send busy response onbusy

If the called party is busy, the calling party will hear busy tone.

Send failure responseon failure

If the call fails the error cause will be forwarded to the callingparty.

6.3.4. Rule Order

Each rule defined is added to an ordered list. When a rule is processed the system startevaluating the match criteria of the first rule in the list. If the rule has no match, the systemcontinues down the list until a match is found.

It is possible to change the rule order using the up and down arrows.

6.4. Diversion numberThis view displays the current active diversion number. If no number is shown, you have nodiversion active. You can set a diversion here, or you can map your activities to diversionnumbers in the Activity diversion menu.

6.5. Configuring Fax settingsIt is possible to select if a new fax message should generate an email or an SMS or both.

For email notification, select Yes, attach fax, Yes or No and click Apply to change thesetting.

Chapter 6. Services

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Select one or both of the checkboxes and click Apply to change the setting.

6.6. Presence state changesYou can set so your presence automatically falls back to the default presence state after youractivity end time has expired. The default presence state is set by the administrator and isnormally "Available".

The available options are:

• None - If you do not set an option, you inherit the state set by your administrator. This caneither be YES or NO.

• YES - Always fall back to the default presence state.

• NO - Never fall back to the default presence state.

6.7. Name voice promptThe name voice prompt is used to identify a user in various services, e.g. Auto Attendants.It should only contain the first and the last name, and preferably be recorded by the userhim/herself.

6.8. Configuring Voicemail SettingsIt is possible to select how your voicemail will be presented to a caller and how you shouldbe notified of incoming voicemails. Note that some settings might have been configured onsystem level, and that some settings are only available if you are authorized to see them.

Table 6.7. Voicemail Settings

Play activity information as part of greeting? Yes - The greeting played when a callerreaches the voice mail service will includethe activity information.

No - The greeting played when reaching thevoice mail service will only consist of the us-er/default greeting.

When playing activity end time, play endtime of last event in case of multiple consec-utive future presence events with unavail-able status?

Yes - The end time played will be the endtime of the last event if you have events fol-lowing each other.

No - The end time played will be the endtime of the first event.

Should a "human assistance" option be pro-vided as part of the greeting?

The following message is appended at theend of the greeting message: For humanassistance press nine. The caller will beredirected to a person instead of the voice-mail. If selected, a phone number to redirectthe call to must be entered

Should a "Voicemail bypass option, press 2"be provided as part of the greeting?

Yes - The voice prompt "Voicemail bypassoption, press 2" will be added when arrivingat your voicemail. If the caller press 2, it willbypass the voicemail and connect to yourphone.

Chapter 6. Services

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No - The caller will end up in the normalvoicemail.

How to notify about new messages in the in-box?

In addition to the message waiting indica-tion on a desktop phone or Softphone it ispossible to be notified by SMS, or by emailwhen there are new messages in the inbox.It is possible to be notified in more than oneway.

Should inbound calls be allowed to leavevoicemails?

Yes - People who call you are allowed toleave voicemails after your personal greet-ing.

No - Callers are not able to leave voice-mails.

Note that if you don't have a personal greet-ing, voicemails are allowed regardless ofthis setting.

Chapter 7. Handling Contacts

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Chapter 7. Handling Contacts7.1. Contact lists

The contact lists page can be used to list and define contacts or favourites to be present inthe contact list of the Softphone and other apps used in the system. Contacts can be inheritedfrom the organization or the user group level.

You can also add speed dial positions to use with a desktop phone, so that you can call yourcontact with a single press. You can also add star (*) and hash (#) to the number, for exampleto set a speed dial to log in to an Attendant group or for entering a diversion number.

7.1.1. Adding favouritesA favourite is a reference to a contact entry. Any changes of the corresponding entry will beupdated in the contact list.

1. Click Add favourite .

2. Enter a name in the search field to search for a contact. An empty search field will list allcontacts in the system. Click Search contact .

3. Select a contact from the list and click Save . A list of the favourites are shown.

7.1.2. Deleting a favourite

Click Delete to remove contact from your favourites list. Click OK to confirm the removal.

Note

The actual contact entry is not deleted, it is only removed from your favouriteslist. You can still search for the contact.

7.1.3. Favourites templatesAn organization or group can have a configured default favourites template. This templatecontain all the users that should be marked as a favourite by default and a new user willinherit templates from all groups the user is a member of as well as the organization. Youcan change your favourites as you like and also reset yor favourites to default by re-applyingthe templates.

To re-apply favourites templates to a single user

• In the contacts list page, click on Re-apply templates button.

7.1.4. Adding a ContactClick Add contact to add a contact to your contact list.

7.1.4.1. Contact details

The following details of a contact can be stored:

• Company/organization


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• Department

• First name

• Last name

• Short name

• Street

• Postal code

• City

• Country

• Email

• Speed dial - Assign a speed dial position to use with a snom desktop phone. See Sec-tion 7.1.4.3, “Adding speed dial shortcuts for use with a desktop phone.” for more infor-mation.

• Contact status - Choose the contact to be a Favourite, VIP, Blocked or a normal contact.

7.1.4.2. Contact phone numbers

A contact may have multiple phone numbers such as a fixed phone and a mobile number.One of the phone numbers configured for the contact is marked as the preferred phonenumber. The preferred number is the number that is dialed from the softphone when clickingthe call button of a collapsed contact in the contact list.

Click Add phone number to add a phone number to the contact. The following details mustbe entered:

Type - Which type of phone to add. for fixed phones and for mobile phones.

Location - the location for the phone number. for business phone numbers or Private forprivate phone numbers.

Phone number - The phone number, or feature code, to add.

Click Apply to save the details for the phone number. Click to store the details for a contact.

7.1.4.3. Adding speed dial shortcuts for use with a desktopphone.

You can add speed dial shortcuts to contacts for assigning to the function keys on yourdesktop phone. The administrator must map the speed dial to the keys on your desktopphone for it to work. Ask your administrator which function key is mapped to which speeddial key on your desktop phone.

Note

Function keys can be mapped to another contact's line (for placing and answer-ing calls), to a contact's extension (for monitoring and answering calls), as anintercom to a contact (one way line), as a speed dial to an administrator setcontact or as a speed dial for a user you choose. Ask your administrator for thespecific setup on your desktop phone.

When you add a speed dial to a contact, you need to know the contact's number. You cansearch and find the number for the contacts from the directory search on your desktop phone.


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You can also find the numbers from the mobile client or the softphone by looking at thecontact details.

To add a speed dial key to a contact

1. Select Add contact.

2. Enter the contact details.

3. Choose a speed dial position between 1 and 10 to assign to the contact.

4. Click Add phone number.

5. Choose the type of number, location and enter the phone number.

6. Click Save.

7.1.5. Importing ContactsImporting contacts allow multiple contacts to be imported to your contact list using a semi-colon separated text file.

1. Click Import contacts from the contact list page

2. Browse for a file with semicolon separated contact information.

3. Follow the instructions on screen. It is possible to map each field in the textfield to acorresponding contact field in the system.

4. Click Save to store the contact information.

7.1.6. Blocked contactsYou can add a contact as a Blocked contact. You can then set call routing rules that canroute calls from blocked contacts according to your preferences. A blocked contact cannotbe a favourite contact.

7.1.7. VIP contactsAdding a contact as a VIP contact will also add it as a favourite contact. You can set specialcall routing rules for your VIP contacts that for example bypass your normal diversion rules.

7.1.8. Favourite contactsYou can add a contact as a Favourite contact. You can then set special call routing rulesfor your Favourite contacts according to your preferences. All routing rules set for Favouritecontact will also apply to VIP contacts.

Chapter 8. Viewing the Call Log

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Chapter 8. Viewing the Call Log8.1. Call log

The call log displays incoming, outgoing and missed calls. Different information is showndepending on the type of the call (for example: time, date and caller name are shown forconnected calls). The call log is synchronized and will be displayed in all devices connectedto the system such as a mobile app, softphone app or a fixed IP phone.

You can filter to show only your missed calls or to show all your incoming, missed and out-going calls.

When clicking Clear log you will clear the items currently in view.

Table 8.1. Call Log Icons

Type of call Icon

Incoming

Outgoing

Missed

Chapter 9. Feature codes

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Chapter 9. Feature codes9.1. Feature codes

This section list the different feature codes provided by the system. Different services inthe system can be activated using the dial pad of a phone. Note that these feature codesdescribe the default settings and might differ from your own system. Check with your systemadministrator to get an accurate list of feature codes to be used.

9.1.1. ACD group loginThe ACD agent login/logout feature code allows ACD agents to log in/out to different ACDgroup numbers.

Default activation prefix: *28*, activation suffix #, example: *28*<ACD group id># to use theservice, where the <ACD group id> is replaced by the id configured for the ACD group tolog in to.

Default deactivation prefix: #28*, deactivation suffix #, example: #28*<ACD group id># tolog out.

9.1.2. Call intrusionThe call intrusion feature code can be used to intrude on an ongoing call.

Default activation prefix: *7*, activation suffix #, example: *7*<number to dial>#

9.1.3. Common pickupUsing the common call pickup feature code, it is possible to pick up any ringing phone thatyou have been granted right to pick up.

Default activation prefix: *5*, activation suffix #, example. *5*#.

9.1.4. Directed PickupUsing the directed call pickup feature code, it is possible to pick up a specific ringing phoneby specifying the phone number, that the user has been granted right to pick up.

Default activation prefix: *4*, activation suffix #, example: *4*<number to pickup>#.

9.1.5. Diversion bypassUsing the diversion bypass feature code, it is possible to request bypass of a diversion set upby the called party. This is done by adding the diversion bypass prefix in front of the diallednumber (Default *60*) followed by the number to dial ending with a #.

Default activation prefix: *60*, activation suffix #, example: *60*<destination number>#.For example dialling the extension 1000 with active diversion bypass is done by dialling*60*1000#. Note that this feature is not available for all users.

Default deactivation: Not applicable.

9.1.6. Get my active call


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Using the Get my active call feature code it is possibe to pick up an own active call from amobile phone or softphone to an analog phone.

Default activation prefix: *6*, activation suffix #, example: *6*#.

9.1.7. Override nightmodeUsing the night mode override feature code it is possible to override the night mode settingof the system. When the featurecode is activated the nightmode is overrided for two hours.You are requierd to provide your PIN code when using the feature. Note that this feature isnot available for all users.

Default activation prefix: *8*, activation suffix #, example: *8*<PIN>#.


9.1.8. DiversionUsing the call diversion feature code it is possible to activate and deactivate call diversions.

Default activation prefix: *21*, activation suffix #, example: *21*<diversion number># to ac-tivate.

Default deactivation #21#

9.1.9. Schedule eventMembership in a user group with "Schedule Admin" rights is required to be able to activateor deactivate scheduling.

The schedule ID must be followed by a state number that must be either 0 = Open, 1= Closedor 2 = Forward.

Default activation prefix: *124*, activation suffix #. Example: *124*<Schedule ID><state><duration in minutes, optional><forwarding number, optional>#

Default deactivation prefix: #124#.

9.1.10. Set activityUsing the activity feature code it is possible to change the activity information set in the sys-tem. The actual numbers representing an activity entered for the feature code is configuredon system level. Ask your System Administrator for the correct activitiy id:s.

Default activation prefix: *23*, activation suffix #, example: *23*<activity id># to set the usersactivity to the state matching <activity id>.


9.1.11. Set roleUsing the role feature code it is possible to change the role information set in the system. Theactual numbers representing a role entered for the feature code is configured in the presencestate administration on system level. Ask your System Administrator for the correct numbers.

Default activation prefix: *24*, activation suffix #, example: *24*<role id># to set the usersrole to the state matching <role id>.



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9.1.12. Set role for callUsing the set roll for call feature code it is possible to place a call and have it placed asbelonging to a selected role, without having to change the presence role setting. For exampleif the role is set to business but you want to place a single call as belonging to the private role.

Default activation prefix: *25*, activation suffix #, example: *25*<role id>*<destination num-ber># to place a call to <destination number> with the role set to <role id>.


9.1.13. Transfer to voicemailDefault activation: Dial feature code, *1*< destination user numbe>#. The call is then trans-ferred to voice mail, where the caller may leave a message to the user of <destination usernumber>.


Chapter 10. Accessing voice mail

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10.1. Voice Mail accessIt is possible to access voice mail using the MiCloud as described above or by placing a callto the voice mail access number configured in the system.

10.1.1. User authentication

The system require the user calling the voice mail access number to be authenticated beforeaccess is granted. Authentication is performed in the following ways:

Calls placed from an internal SIP phone/Softphone are authenticated based on the SIP au-thentication. No action is needed.

Calls placed from external phone associated with the user and calling party number is re-ceived by the system - the calling party number is used for authentication. No action is need-ed.

Calls placed from external phone - If you are calling from an external phone you are promptedto enter a phone number and the pin code for authentication. The phone number can beentered with as an international number or local number. The pin code is used to accessvoicemail. Ask your System Administrator for your own PIN code. If the client is up andrunning then you are already authenticated so you can enter a short number for the phonenumber.

10.1.2. Listening to voice mail from web page

It is possible to listen to voice mail messages by clicking Play in the Inbox using the MiCloud.

10.1.3. Voice mail management from phone

The diagram below show how the voice mail menu navigation is used when calling the voicemail access number configured in the system:


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Chapter 11. Mid call IVR menu

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11.1. Mid call menuThe mid call IVR menu allow users using standard mobile phones without the mobile clientto interact with services like attended transfer, call recording and conference calls . For thisservice to work the call must be routed through the system. Normally this done by using amobile VPN service from the mobile provider.

1. To start the mid call menu press *#* (star, hash, star) during an active call.

2. Select the service to use from the interactive voice menu by pressing the correspondingkey on the phone. See Section 11.1.1, “Entering the menu without an active backgroundcall” .

When the menu is active the remote party will be placed on hold. When the menu is closedthe call will be resumed, unless a specific option disconnecting the remote party has beenselected.

It is possible to select to place a second or a new call from the mid call menu. When thesecond call is connected the original call is still kept on hold. This call is referred to as abackground call and the active call as the foreground call.

The following sections describe the menu structure and its options. These vary dependingif there is a waiting background call or not.

11.1.1. Entering the menu without an active back-ground call

The figure below show the available menu options if there is no active background call.


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Figure 11.1. Mid call menu - No background call

The available menu options are:

1 - Blind transfer. When this option is selected you are asked to enter the number to transferthe call to. When the number has been entered it is confirmed by pressing the hash (#) key.A voice prompt indicating if the blind transfer was successful or not will be played. The blindtransfer is considered successful if the transferred party will hear a ring tone from the numberto be transferred to. After a succsessful transfer you will be disconnected. If the transfer fails,for example if the wrong number was entered, you will be connected to the remote partyagain.

2 - Place new call. Place a second call while the original remote party will be kept on hold.When selecting this option you are asked to enter the number to place the second call to.When the number has been entered it is confirmed by pressing the hash (#) key. When


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the second call is answered it will become the active call. The other call put on hold is thebackground call.

6 - Start recording. Starts the recording of the active call.

0 - Stop recording. Stops the recording of the active call.

* - Exit menu. Press the * key to exit the menu. The * key is also used to cancel a selectedmenu option and navigate in the menu structure.

Note

If the active call is a result of a conferencing calls the transfer option is not avail-able.

11.1.2. Entering the menu with an active backgroundcall

The figure below show the available menu options if there is an active background call, thatis, if you have placed a new second call using the IVR menu, and once again enter the IVRmenu for the active call.

Figure 11.2. Midcall menu - With background call

The available options are:

1 - Attended transfer. The call will be transferred to the background call on hold.

3 - Swap calls. The background call become the active call, and the previously active callbecome the background call.

4 - Hang up active call. Hang up the active call and make the background call become theactive call.

5 - Conference calls. This option will connect the active call and the background call into aconference call, and make this call the active call. In this case there is no background call,and more participants can be added by repeatedly selecting the second call option from theIVR menu and then the conference option.


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6 - Start recording. Starts the recording of the active call.

0 - Stop recording. Stops the recording of the active call.

* - Exit menu. Press the * key to exit the menu. The * key is also used to cancel a selectedmenu option and navigate in the menu structure.

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