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Related Manuals for Atos Unify OpenScape 4000
Summary of Contents for Atos Unify OpenScape 4000
- Page 1 Unify Unify Phone for Web OpenScape Voice OpenScape 4000 User Guide A31003-F9910-U105-04-7619...
- Page 2 Provide feedback to further optimize this document to edoku@atos.net As reseller please address further presales related questions to the responsible presales organization at Unify or at your distributor. For specific technical inquiries you may use the support knowledgebase, raise - if a software support contract is in place - a ticket via our partner portal or contact your distributor.
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Page 3: Table Of Contents
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.............. - Page 4 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.............
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Page 5: Overview
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: •... -
Page 6: Supported Browsers
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. -
Page 7: Accessing Unify Phone
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 the left-hand navigation bar. -
Page 8: Signing Out
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. -
Page 9: Calls
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). -
Page 10: Making A Call From The Call History
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... -
Page 11: Actions During An Active Call
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. - Page 12 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...
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Page 13: Sending Dtmf Commands On An Active Call
Calls Sending DTMF commands on an active call Icon Action Description Push to desk Push the call to desk phone phone Push to alternative Push the call to alternative number number Pull Pull a remote call 3.5 Sending DTMF commands on an active call During an active call, you can send Dual-Tone Multi-Frequency (DTMF) commands. -
Page 14: Transferring A Call
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 •... -
Page 15: Transferring A Call With Consultation
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. -
Page 16: Receiving A Call During Another Active Call
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... -
Page 17: Viewing All Current Calls
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. -
Page 18: Swapping Between Two Parallel Calls
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. -
Page 19: Pulling An Ongoing Call From Another Device
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. -
Page 20: Name Resolution Of Phone Numbers
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. - Page 21 Calls In case of OpenScape 4000, the agents are members of ACD (Automatic Call Distribution) groups. Hunt/ ACD groups allow a group of people to answer incoming calls to a single phone number. Hunt/ ACD group calls are distributed to members of the group in an ordered manner according to the rules specified by the administrator of the communication system.
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Page 22: Receiving A Pickup Group Call
Calls Receiving a pickup group call 3.18 Receiving a pickup group call Pickup groups allow a group of people to answer calls on behalf of other members of the group. When a call comes in for one of the pickup group members, all the members of the group will be notified on their Unify Phone client. - Page 23 Calls Step by Step 1) If you want to pickup a group call for one of the members of the group, click Answer on the incoming call screen or on the desktop notification. The call will stop ringing or alerting other pickup group members. 2) If you want to end the call you have picked up, click on your Unify Phone client.
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Page 24: Call History
Call history Deleting the call history 4 Call history Call history is the list of all your incoming and outgoing calls. You can use it to call your contacts again or to respond to a missed call. To view the call history, click History at the top of the Unify Phone app. -
Page 25: Deleting An Entry From The Call History
Call history Deleting an entry from the call history 4.2 Deleting an entry from the call history If you want to delete a call entry from the call history, follow the steps below: Step by Step 1) Click History at the top of the app. 2) Select All to view all calls or Missed to view only the calls you didn’t answer. -
Page 26: Voicemail
Voicemail Listening to voice messages 5 Voicemail You can access voicemail messages via Unify Phone. 5.1 Listening to voice messages When voicemail is enabled for you on your OpenScape system, the voicemail icon appears at the top of your Unify Phone app. The icon appears with a red dot when you receive a new voice message (currently only available on OpenScape Voice). -
Page 27: Presence
Presence Setting your presence status 6 Presence Your presence status lets people know if you are available for communication or not. The presence or availability statuses in Unify Phone are described in the following table: Presence / Description How this status gets set Availability status You are online and available to... -
Page 28: Settings
Settings Changing the language settings 7 Settings Use the Settings menu to configure the Unify Phone settings. To open the Settings menu, click the ellipsis (…) icon in the top right corner of the app and select Settings. • Use the General tab to: –... -
Page 29: Connecting To Your Microsoft Exchange Account
Settings Connecting to your Microsoft Exchange account 7.2 Connecting to your Microsoft Exchange account You can connect to your company's Microsoft Exchange Online account to use your private Exchange contacts for phone calls. Exchange contacts are shown with the Microsoft Exchange icon at the top right corner of their avatar. -
Page 30: Installing The Unify Phone Chrome Extension
Settings Installing the Unify Phone Chrome extension 7.4 Installing the Unify Phone Chrome extension You can install Unify Phone Chrome extension to keep Unify Phone in the same browser tab, when it is launched from another app. Step by Step 1) Click the ellipsis (...) icon in the top right of the app and select Settings from the drop-down menu. -
Page 31: Setting An Alternative Number
Settings Setting an alternative number 3) Switch the Call forwarding slider to OFF (grey) to disable call forwarding. Alternatively, you can click in the upper right corner of the Unify Phone app and select Disable. 7.7 Setting an alternative number You can set the phone number of an alternative device, e.g. -
Page 32: Configuring Incoming Call Routing
Settings Configuring incoming call routing Step by Step 1) Click the ellipsis (...) icon in the top right of the app and select Settings from the drop-down menu. 2) Select the Telephony tab. 3) Under the Voicemail section, click the Active after drop-down list and select a ring time. -
Page 33: Changing The Ring Time Before A Call Is Routed To Alternative Number
Settings Changing the ring time before a call is routed to alternative number and your telephony administrator to enable voicemail on your company’s communication system. 7.11 Changing the ring time before a call is routed to alternative number When you have set your incoming calls to go through the default routing sequence and you have set an alternative number, you can further adjust how long your Unify Phone clients and desk phone should ring before a phone call is routed to alternative number. -
Page 34: Downloading The Call History
Settings Downloading the call history 3) Under the Busy settings section, choose one of the following options: • Default routing New incoming calls will continue default routing. • Busy signal New incoming calls will get a busy signal. • Alternative number New incoming calls will go to your alternative number. -
Page 35: Headset Integration
Settings Headset integration 3) Under Audio output, choose the device you want to use for calls in Unify Phone (e.g., your headset). 4) Under Ringing output, choose the device you want to play back ring tones from Unify Phone (e.g., your speakers). 5) Under Microphone, choose the device you want to use for calls in Unify Phone (e.g., your headset). -
Page 36: Enabling Jabra Headset Integration
Settings • Jabra Motion UC+ • Jabra Motion UC • Jabra Speak 750 • Jabra Speak 410 • Jabra Speak 510 • Jabra Speak 710 • Jabra Speak 810 UC • Jabra PRO 9470 • Jabra PRO 9465 • Jabra PRO 9460 •... -
Page 37: Enabling Plantronics Headset Integration
Settings • Blackwire 510/520 mono/ stereo • Blackwire 3215/3225 mono/ stereo • Blackwire 315/325 mono/ stereo • Blackwire 3210/3220 mono/ stereo • Blackwire 310/320 mono/ stereo • EncorePro 715/725 USB mono/stereo • EncorePro 515/525 USB mono/stereo • EncorePro 500 Series + DA80 USB Adapter •... -
Page 38: Making Yourself Available For Hunt/ Acd Group Calls
Settings Making yourself available for hunt/ ACD group calls If no Plantronics devices are connected to your computer, the message "No Plantronics headset found" is displayed in the Plantronics section. 7.16 Making yourself available for hunt/ ACD group calls You can easily make yourself available or unavailable to receive hunt/ ACD group calls. - Page 39 Settings 1) To make yourself available for calls to an individual hunt group: a) Click the agent status icon at the top of the Unify Phone app. A pop-up window opens displaying the list of hunt groups you are a member of. b) Locate the hunt group of interest, and switch the slider next to it to ON (green).
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Page 40: Making Yourself Available For Acd Group Calls (Openscape 4000)
Settings 7.16.2 Making yourself available for ACD group calls (OpenScape 4000) Prerequisites • You are configured as an agent. • You are a member of an ACD group. • You are logged on as an agent. As a member of an ACD group, you can easily make yourself available or unavailable for ACD group calls. - Page 41 Settings Phone calls to the phone number of the ACD group you are a member of will come in on your device. Your agent status is updated (if not already) to Available. 3) To make yourself unavailable for ACD group calls, you need to: a) Click the icon in the top right of your app.
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Page 42: Unify Phone Progressive Web App (Pwa)
Unify Phone Progressive Web App (PWA) Installing Unify Phone as PWA 8 Unify Phone Progressive Web App (PWA) Unify Phone PWA provides an excellent way to access Unify Phone on your desktop computer without having to open one more browser tab or window. -
Page 43: Installing Unify Phone As Pwa Via Microsoft Edge
Unify Phone Progressive Web App (PWA) Configuring the Unify Office PWA to auto start 2) Open Unify Phone. 3) Click at the top right of the address bar. 4) Follow the onscreen instructions to install the PWA. The browser tab with the Unify Phone web client closes and the Unify Phone PWA is displayed. -
Page 44: Making Phone Calls Via Telephone Links With The Unify Phone Pwa
Unify Phone Progressive Web App (PWA) Making phone calls via telephone links with the Unify Phone PWA 3) Locate the Unify Phone app . 4) Press the Ctrl key on your keyboard and right-click on the Unify Phone app. 5) Select Start app when you sign in. 8.3 Making phone calls via telephone links with the Unify Phone PWA With the Unify Phone PWA, you can easily make phone calls when you... - Page 45 Unify Phone Progressive Web App (PWA) 2) Configure your system to make calls using Unify Phone PWA: a) Open the FaceTime app. a) Open the Preferences menu. a) In the Default for calls section, select Unify Phone. 3) Choose the app you want to use to make the call by clicking Pick an app .
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Page 46: Service And Support
Service and support Accessing user documentation 9 Service and support User documentation You can access user documentation from the Unify Phone app. For more information, please refer to section Accessing user documentation on page 46. Online support is available on the Unify Video website https://unify.com/unifyvideo This includes: •... -
Page 47: Viewing The What's New
Service and support Viewing the What's New 3) Provide a short description of the issue in the subject line and a detailed description of the issue in the email body. When describing the issue, please indicate: a) The approximate time the problem happened b) How often the issue occurs c) What you were doing when the issue occurred d) Attach any screenshots that might help troubleshoot the issue...
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