Atos UNIFY OpenScape 4000 User manual

Unify
Unify Phone for Web
OpenScape Voice
OpenScape 4000
User Guide
A31003-F9910-U105-04-7619

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Reference No.: A31003-F9910-U105-04-7619
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Contents
Contents
1 Overview..................................................................................................................... 5
1.1 Unify Phone................................................................................................................5
1.2 Prerequisites...............................................................................................................5
1.3 Supported browsers.................................................................................................... 6
2 Accessing Unify Phone................................................................................................ 7
2.1 Signing in.................................................................................................................. 7
2.2 Signing out................................................................................................................ 8
3 Calls............................................................................................................................ 9
3.1 Making a call from the keypad..................................................................................... 9
3.2 Making a call from the call history.............................................................................. 10
3.3 Receiving a call.........................................................................................................10
3.4 Actions during an active call.......................................................................................11
3.5 Sending DTMF commands on an active call.................................................................. 13
3.6 Placing a call on hold................................................................................................ 13
3.7 Pushing an ongoing call to desk phone or alternative number......................................... 13
3.8 Transferring a call..................................................................................................... 14
3.8.1 Transferring a call without consultation (blind transfer)............................................ 14
3.8.2 Transferring a call with consultation.......................................................................15
3.9 Making a second parallel call...................................................................................... 15
3.10 Receiving a call during another active call.................................................................. 16
3.11 Viewing all current calls........................................................................................... 17
3.12 Swapping between two parallel calls.......................................................................... 18
3.13 Merging two parallel calls......................................................................................... 18
3.14 Pulling an ongoing call from another device................................................................ 19
3.15 Remote call control of desk phone.............................................................................19
3.16 Name resolution of phone numbers........................................................................... 20
3.17 Working as an agent in hunt/ACD groups................................................................... 20
3.18 Receiving a pickup group call....................................................................................22
4 Call history................................................................................................................24
4.1 Deleting the call history............................................................................................. 24
4.2 Deleting an entry from the call history........................................................................ 25
5 Voicemail...................................................................................................................26
5.1 Listening to voice messages....................................................................................... 26
6 Presence................................................................................................................... 27
6.1 Setting your presence status...................................................................................... 27
7 Settings.....................................................................................................................28
7.1 Changing the language settings.................................................................................. 28
7.2 Connecting to your Microsoft Exchange account............................................................ 29
7.3 Installing the Unify Phone Edge extension.................................................................... 29
7.4 Installing the Unify Phone Chrome extension................................................................ 30
7.5 Enabling call forwarding............................................................................................. 30
7.6 Disabling call forwarding............................................................................................ 30
7.7 Setting an alternative number.................................................................................... 31
7.8 Activating your voicemail........................................................................................... 31
7.9 Changing the ring time before a call is routed to voicemail............................................. 31
7.10 Configuring incoming call routing...............................................................................32
7.11 Changing the ring time before a call is routed to alternative number.............................. 33
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Contents
7.12 Configuring busy settings......................................................................................... 33
7.13 Downloading the call history..................................................................................... 34
7.14 Configuring the audio devices................................................................................... 34
7.15 Headset integration..................................................................................................35
7.15.1 Jabra devices.................................................................................................... 35
7.15.2 Enabling Jabra headset integration...................................................................... 36
7.15.3 Plantronics devices............................................................................................ 36
7.15.4 Enabling Plantronics headset integration...............................................................37
7.16 Making yourself available for hunt/ ACD group calls..................................................... 38
7.16.1 Making yourself available for hunt group calls (OpenScape Voice)............................ 38
7.16.2 Making yourself available for ACD group calls (OpenScape 4000)............................. 40
8 Unify Phone Progressive Web App (PWA).................................................................42
8.1 Installing Unify Phone as PWA.................................................................................... 42
8.1.1 Installing Unify Phone as PWA via Settings.............................................................42
8.1.2 Installing Unify Phone as PWA via Chrome............................................................. 42
8.1.3 Installing Unify Phone as PWA via Microsoft Edge.................................................... 43
8.2 Configuring the Unify Office PWA to auto start..............................................................43
8.3 Making phone calls via telephone links with the Unify Phone PWA....................................44
8.3.1 Making a call from a telephone link on Windows..................................................... 44
8.3.2 Making a call from a telephone link on MacOS........................................................ 44
9 Service and support.................................................................................................. 46
9.1 Accessing user documentation.................................................................................... 46
9.2 Reporting an issue.................................................................................................... 46
9.3 Viewing the What's New............................................................................................ 47
9.4 Viewing the terms and conditions.............................................................................. 47
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Overview
Unify Phone
1 Overview
This guide describes how to make use of the Unify Phone web
app when working with an OpenScape Voice or OpenScape 4000
communication system.
The document contains general descriptions of the technical options,
which may not always be available in individual cases.
If a particular function on Unify Phone is not available to you as
described, this may be due to one of the following reasons:
• The function is not configured for you. Please contact your
administrator.
• Your communication system does not feature this function. Please
contact your sales partner for information on how to upgrade.
1.1 Unify Phone
Unify Phone is a telephony connector for Unify Video. It allows you
to make and receive phone calls on your business phone number in
Unify Video.
With Unify Phone you can easily:
• Make call
• Answer, decline or drop a call
• Send DTMF commands in a call
• Hold and retrieve
• Mute/ Unmute
• Transfer call
• Pull call from other Unify Phone clients or desk phone
• Push call to desk phone or alternative number
• Make or answer a second call
• Swap calls (alternate)
• Merge two calls into a conference
• Call forwarding
• Alternative number (One Number Service)
• Call routing
• Voicemail
• Remote call control of desk phone (Computer Telephony
Integration - CTI): hold and retrieve, end call, swap calls, transfer,
merge into conference
1.2 Prerequisites
• You have a Unify Video account.
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Overview
Supported browsers
• You are a subscriber of one of the following communication
systems:
– OpenScape Voice V10R2.14.0 (with all the available hotfixes
installed) or later
– OpenScape 4000 V10R1 (with all the available hotfixes
installed) or later
• Your communication system has been set up to integrate with
Unify Video via Unify Phone.
• The necessary licenses have been assigned to you on both Unify
Video and your communication system.
• Your Unify Video administrator has enabled cross-launch for you,
so you are able to launch:
– Unify Phone from Unify Video and
– Unify Video (desktop app only) from Unify Phone.
The Unify Video app and the Unify Phone app are tightly
integrated.
• You have both the Unify Video app and the Unify Phone app open
on your computer and you have signed in to both of them, so you
are able to make and receive phone calls in Unify Video.
1.3 Supported browsers
Unify Phone web app supports the following browsers:
• Google Chrome (version 88 or newer)
• Microsoft Edge (version 88 or newer)
• Mozilla Firefox (version 78 or newer)
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Accessing Unify Phone
Signing in
2 Accessing Unify Phone
2.1 Signing in
You can sign in to Unify Phone using your Unify Video account
credentials.
Step by Step
1) Open Unify Phone with any of the following ways:
a) Go to the Unify Video app and click at the top right or in
the left-hand navigation bar.
b) Open a web browser and enter the address (URL) of the Unify
Phone app: https://phoneapp.unify.com.
c) Open the Unify Phone PWA, if it is installed on your device.
The Unify Phone app opens prompting you to sign in.
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Accessing Unify Phone
Signing out
2) Click Sign In.
3) Enter the email address or phone number associated with your
Unify Video account and click Next.
4) Enter the password and click Sign In.
5) Click Authorize to allow both Unify Phone app and Unify Video to
access your account information.
2.2 Signing out
To sign out at any time:
Step by Step
1) Click the ellipsis (…) icon in the top right of the Unify Phone app.
2) Select Sign out from the drop-down menu.
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Calls
Making a call from the keypad
3 Calls
With Unify Phone you can easily make and receive phone calls, view
your current calls and manage them as you need.
As an OpenScape Voice subscriber, you can make or receive up to
two calls at a time on a Unify Phone client (web or mobile). Only one
call can be active at a time on a client. Others can be either incoming
calls or calls on hold. If you are already handling two calls on a
client, any additional incoming calls be sent to other destinations,
such as your desk phone. You can be in more than two phone calls
simultaneously on Unify Phone, but not all on the same client. For
example, you can be on two phone calls on the web app, and on
another one on the mobile app.
As an OpenScape 4000 subscriber, you can make or receive up
to two calls in total on Unify Phone. Only one call can be active at a
time on a client. Others can be either incoming calls or calls on hold.
If you are already handling two calls on Unify Phone (either both on
the same client or on different clients), any additional incoming calls
will be sent to other destinations, such as your desk phone.
You can view all current calls on your work number, even those that
are in progress on another device (remote calls).
If a desk phone has been assigned to you on your OpenScape
system, you can view and control ongoing calls on your desk phone
from within the Unify Phone app.
3.1 Making a call from the keypad
Step by Step
1) Open Unify Phone.
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Calls
Making a call from the call history
2) If a desk phone has been assigned to you on your OpenScape
system or you have set an alternative number in Settings (e.g.
mobile), you can select between Unify Phone (default), Desk
phone or Alternative number to initiate your call from, as
follows:
a) Click Call next to the call button and select your preferred
option.
Your selection will be remembered.
3) Make a call in one of the following two ways:
a) Use the on-screen keypad to enter a number and click the call
button.
b) Type the name or number you want to call and when you finish
typing:
• Press Enter or
• Select an item from the suggestion list.
3.2 Making a call from the call history
Step by Step
1) Open Unify Phone.
2) Click History at the top of the app.
3) Hover over the call history entry you are interested in and click
to the right of the entry.
3.3 Receiving a call
You can easily receive phone calls through Unify Phone. When a call
comes in, you will see the incoming call alert on your display and you
will get an audio notification.
You can select to answer or decline the call or send the call to
voicemail (if voicemail is enabled for you).
If you have a desk phone or you have set an alternative number in
Settings (e.g. mobile), you will also get the option to answer the call
from the respective device.
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Calls
Actions during an active call
Procedure
•To answer the call, click .
•To decline the call, click .
• To send the call to voicemail, select Decline > Voicemail.
• To answer the call from your desk phone, select Answer > Desk
phone.
• To answer the call from your alternative phone, select Answer >
Alternative number.
NOTICE:
The Answer drop-down list is visible if a desk phone
has been assigned to you on your OpenScape system
or if you have set an alternative number in Settings.
Only options that are available to you are listed in the
Answer drop-down.
3.4 Actions during an active call
While on an active call, you can see the name or number of the
person you are on a call with on the call screen, the duration of the
call and a set of call controls.
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Calls
The following table summarizes the call controls and their functions.
Icon Action Description
Keypad Open a keypad to enter DTMF (dual tone multi-frequency) digits
Mute / Unmute Mute or unmute your microphone
Hold / Retrieve Place the call on hold or retrieve the call
Transfer Transfer the call to another number
New call Make a new separate call1
Merge Merge two parallel calls to bring them into a conference2
End call End the call
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Calls
Sending DTMF commands on an active call
Icon Action Description
Push to desk
phone Push the call to desk phone3
Push to
alternative
number
Push the call to alternative number4
Pull Pull a remote call5
3.5 Sending DTMF commands on an active call
During an active call, you can send Dual-Tone Multi-Frequency
(DTMF) commands.
Step by Step
1) Click Keypad on the call controls.
2) Use the on-screen keypad or the keyboard to enter DTMF
commands.
3.6 Placing a call on hold
While on an active call, you can place the call on hold so that you can
perform another task like making or answering another call.
Procedure
•To place a call on hold, click Hold on the call controls.
The other party will be placed on hold until you retrieve or transfer
the call.
•To return to the call, click Hold again on the call controls.
3.7 Pushing an ongoing call to desk phone or alternative
number
You can push an active call from the Unify Phone app to your desk
phone or alternative number.
1Available when you are on a single call
2Activated when you are on two separate calls
3Available when a desk phone has been assigned to you on your OpenScape system
4Available when you have set an alternative number in Settings
5Available when you are on an ongoing call into a remote Unify Phone client or desk phone
and you haven't reached the maximum call limit on your web app.
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Calls
Transferring a call
Prerequisites
• A desk phone has been assigned to you on your OpenScape
system or you have set an alternative number in Settings (e.g.
mobile).
• You are on an ongoing call on the Unify Phone app.
Procedure
•To push the call to desk phone, click or select Push > Desk
phone on the call controls.
•To push the call to alternative number, click or select Push >
Alternative number on the call controls.
NOTICE:
The Push drop-down list is visible if both a desk phone
has been assigned to you on your OpenScape system
and you have set an alternative number in Settings.
3.8 Transferring a call
You can transfer an active call to another person with or without
consultation.
3.8.1 Transferring a call without consultation (blind transfer)
You can transfer a call to another person without speaking to them
first.
While on an active call:
Step by Step
1) Click Transfer on the call controls.
2) Enter the name or number you want to transfer the call to.
As you type in, a list of suggested contacts is displayed.
3) When you finish typing, do one of the following:
• Press Enter.
• Select a contact from the list.
• Select Dial.
This option is only available when you enter a number.
•Click Transfer.
The call is transferred and you are disconnected from the call.
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Calls
Making a second parallel call
3.8.2 Transferring a call with consultation
You can speak with the person you want to transfer the call to before
actually transferring the call.
While on an active call:
Step by Step
1) Click New call on the call controls.
2) Enter the name or number you want to transfer the call to.
As you type in, a list of suggested contacts is displayed.
3) When you finish typing, do one of the following:
• Press Enter.
• Select a contact from the list.
• Select Dial.
This option is only available when you enter a number.
•Click Call.
4) The first call is put automatically on hold so you can talk privately
with the third party.
The first call's information appears at the top of the call screen,
including the word Holding so that you know the call is on hold.
The second call appears at the bottom of the call screen and is
currently the active call.
5) To transfer the call, click Transfer on the call controls.
The call is transferred and you are disconnected.
3.9 Making a second parallel call
You can make a new call, while already in a call.
Step by Step
1) Click New call on the call controls.
2) Enter the name or number you want to call.
3) When you finish typing, do one of the following:
• Press Enter.
• Select a contact from the list.
• Select Dial.
This option is only available when you enter a number.
•Click Call.
The first call is put automatically on hold and the second one is
initiated.
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Calls
Receiving a call during another active call
The first call's information appears at the top of the call screen,
including the word Holding so that you know the call is on hold. The
second call appears at the bottom of the call screen.
3.10 Receiving a call during another active call
When a call comes in while you are engaged in an active call, you will
see the incoming call alert on your display and you will get an audio
notification. The call appears at the top of the call screen.
You can select to answer or decline the call or send the call to
voicemail (if voicemail is enabled for you).
If you have set an alternative phone in Settings (e.g. mobile), you
will also get the option to answer the call from the respective device.
Procedure
•To answer the call, click .
•To decline the call, click
• To send the call to voicemail:
a) Click the down arrow below .
b) From the Send to drop-down list that opens, select Voicemail.
• To answer the call from your desk phone:
a) Click the down arrow below .
b) From the Answer with drop-down list that opens, select Desk
phone.
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Calls
Viewing all current calls
• To answer the call from your alternative phone:
a) Click the down arrow below .
b) From the Answer with drop-down list that opens, select
Alternative number.
NOTICE:
The Answer with drop-down list is visible if a desk
phone has been assigned to you on your OpenScape
system or if you have set an alternative number in
Settings.
Only options that are available to you are listed in the
Answer with drop-down.
When you answer the second call, the first call is put automatically on
hold. The first call's information appears at the top of the call screen,
including the word Holding so that you know the call is on hold. The
second call appears at the bottom of the call screen and is currently
the active call.
3.11 Viewing all current calls
The call screen displays the list of all active, incoming, or held calls,
including calls that are in progress on another device (remote calls).
Each call in the list includes the following information and functions:
• Phone number and name of the caller/ callee
The name is only displayed when it can be resolved (e.g. from
contacts)
• Call status (e.g. Incoming call, Holding) or, in case of an active
call on your local client, the call duration
• Call controls
Besides the call controls listed in section Actions during an active
call on page 11, you would also see the following call control:
Icon Action Description
Swap Swap two separate calls6
Available call controls depend on the status of the calls on your
work number and the telephony settings configured for you.
The following figure shows an active call and a call on hold.
6Available when you are on two separate calls
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Calls
Swapping between two parallel calls
3.12 Swapping between two parallel calls
You can swap between an active call and a call on hold. When you do
this, the currently active call is placed on hold and the call on hold
becomes the active call.
To swap between two parallel calls:
Procedure
•Click Swap on the call controls available for the call on hold.
3.13 Merging two parallel calls
When you are on two calls at the same time, you can merge them
into a conference:
Procedure
•Click Merge on the call controls.
The calls are merged into one under the title Conference and you
can see the names or numbers of the conference participants on the
call screen.
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Calls
Pulling an ongoing call from another device
3.14 Pulling an ongoing call from another device
You can move an active call from the device on which you answered
the call to another preferred device. For example, you can move the
call from your mobile app or desk phone to your web app.
The text Remote call is displayed next to the status of the call on all
inactive devices on which you signed in.
Prerequisites
• You are on an ongoing call into a remote Unify Phone client or desk
phone.
To pull the call on the web app:
Step by Step
1) Open the Unify Phone web app.
2) Click Pull on the call controls.
3.15 Remote call control of desk phone
You can manage a call that is currently in progress on your desk
phone.
In the call screen, you will see the text Remote call displayed next
to the status of the call and a set of call controls. Only options that
are available to you are displayed.
You can hold/ retrieve the remote call, end the call, transfer the call,
swap between two parallel calls on your desk phone or merge into a
conference. You can also pull a remote call to your web app.
Prerequisites
• You are on an ongoing call on your desk phone.
1) On your web app, locate the remote call in the call list.
2) Do one of the following:
•Click Hold to hold / retrieve the call.
•Click to end the call.
•Click Transfer to send the call to another person.
•Click Swap to swap between two calls on your desk phone
(e.g. swap between a call on hold and an active call).
•Click Merge to merge parallel calls on your desk phone to
bring them into conference.
• Click Pull to retrieve the call into your web app.
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Calls
Name resolution of phone numbers
3.16 Name resolution of phone numbers
Unify Phone searches for users or contacts by their phone number
and attempts to add naming information to them. This action is
referred here as name resolution.
A phone number can be resolved to a name only if it is associated
with only one user. It is required that your communication system has
been configured to send Fully Qualified Numbers to Unify Phone.
Any name resolution attempt is done first on Unify Phone users. If
the number cannot be resolved, your Unify Phone app will attempt to
resolve the name through external services. If 2 (or more) external
services are connected and they both resolve to a name, there is no
specific priority which name will be used.
Name resolution of Unify Phone users
When resolving a phone number displayed on a Unify Phone client,
Unify Phone searches the phone numbers of all Unify Phone users
that belong to the same tenant.
Name resolution of non-Unify Phone users
By default, Unify Phone can only resolve phone numbers that belong
to Unify Phone users. If you need to resolve names of non-Unify
Phone users, you must integrate with external services. The following
external services are supported for name resolution:
Microsoft Exchange Name resolution in Microsoft
Exchange is limited to Private
contacts. After connecting to
Microsoft Exchange for the first
time, it might take a while for the
name resolution to work.
Persistence of resolved phone numbers in the call history
If call history entries items are resolved to Unify Phone users, this
information is persistent across clients and client sessions (sign ins /
sign outs).
If a call history item could not be resolved to a Unify Phone user,
the clients will attempt to resolve it through the external services.
However, this information is not persistent. This means that
different clients may display the same call history entries differently,
depending on which external service was used to resolve them.
3.17 Working as an agent in hunt/ACD groups
NOTICE:
In case of OpenScape Voice, the agents are members of
hunt groups.
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