BroadSoft® Guide - Momentum Telecom

BroadSoft® Guide - Momentum Telecom
IPHONE
USER GUIDE
BroadSoft ® Guide
Copyright Notice
Copyright© 2016 BroadSoft, Inc.
All rights reserved.
Any technical documentation that is made available by BroadSoft, Inc. is
proprietary and
confidential and is considered the copyrighted work of BroadSoft, Inc.
This publication is for distribution under BroadSoft non-disclosure agreement
only. No part of this publication may be duplicated without the express written
permission of BroadSoft, Inc., 9737 Washingtonian Boulevard, Suite 350,
Gaithersburg, MD 20878.
BroadSoft reserves the right to make changes without prior notice.
Trademarks
Any product names mentioned in this document may be trademarks or
registered trademarks of BroadSoft or their respective companies and are
hereby acknowledged.
This document is printed in the United States of America.
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Document Revision History
Release
Version
Reason for Change
Date
Author
20.0.0
1
Created document for Release 20.0.
November 29, 2013
Adriana Tseneva
20.0.0
1
Edited and published document.
December 16, 2013
Joan Renaud
20.0.1
1
Updated section 11 My Room.
January 31, 2014
Adriana Tseneva
20.0.1
1
Edited changes and published document.
February 7, 2014
Joan Renaud
20.1.0
1
Updated screenshots. Added information
about the Forgot Password link. Added
information about the Test Call function.
Updated section 8 Audio and Video Calls.
April 14, 2014
Adriana Tseneva
20.1.0
1
Edited changes and published document.
April 22, 2014
Joan Renaud
20.1.2
1
Added section 10.2.5 BroadWorks Mobility.
Updated section 8.7 Business Line Call Back
and Call Through.
August 22, 2014
Adriana Tseneva
20.1.2
1
Edited changes and published document.
September 9, 2014
Joan Renaud
21.0.1
1
Updated document for Release 21.0.1.
January 12, 2015
Adriana Tseneva
21.0.1
1
Edited changes and published document.
January 20, 2015
Joan Renaud
21.0.2
1
Updated document version.
February 23, 2015
Adriana Tseneva
21.0.2
1
Edited changes and published document.
February 27, 2015
Joan Renaud
21.1.1
1
Edited changes and published document.
April 8, 2015
Joan Renaud
21.2.1
1
Updated section 8.3 Answer Call. Added
description for new functionality. Updated
screenshots.
May 29, 2015
Adriana Tseneva
21.2.1
1
Edited changes and published document.
June 19, 2015
Joan Renaud
21.3.1
1
Updated document for Release 21.3.1.
November 17, 2015
Adriana Tseneva
21.3.1
1
Edited changes and published document.
November 23, 2015
Joan Renaud
21.4.1
1
Updated document for Release 21.4.1.
February 16, 2016
Adriana Tseneva
21.4.1
1
Edited changes and published document.
February 23, 2016
Joan Renaud
21.4.1
2
Updated section 5.4 Filters.
April 12, 2016
Adriana Tseneva
21.4.1
2
Edited changes and published document.
April 14, 2016
Joan Renaud
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Table of Contents
1 Summary of Changes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8
1.1 Changes for Release 21.4.1, Document Version 2. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8
1.2 Changes for Release 21.4.1, Document Version 1. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8
1.3 Changes for Release 21.3.1, Document Version 1. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8
1.4 Changes for Release 21.2.1, Document Version 1. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8
1.5 Changes for Release 21.1.1, Document Version 1. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
1.6 Changes for Release 21.0.2, Document Version 1. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
1.7 Changes for Release 21.0.1, Document Version 1. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
1.8 Changes for Release 20.1.2, Document Version 1. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
1.9 Changes for Release 20.1.0, Document Version 1. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
1.10 Changes for Release 20.0.1, Document Version 1. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
1.11 Changes for Release 20.0.0, Document Version 1. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
2 About Communicator for iPhone. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
3 Get Started . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
3.1 Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
3.2 Sign In. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
4 Main Tabs. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
5 Contacts. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
5.1 Contact Card . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
5.2 Add Contacts. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
5.3 Edit Contacts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
5.4 Filters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
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6 Availability. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
7 Instant Messaging. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
7.1 Chat Tab. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
7.2 Chat. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
7.3 Group Chat. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18
7.4 Chat Recording . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18
7.5 Chat Security Classification. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18
8 Audio and Video Calls. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19
8.1 Dial Pad Tab. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19
8.1.1 VoIP Calling Mode . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19
8.2 Make Audio or Video Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20
8.3 Answer Call. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20
8.4 Communicator In Call Actions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21
8.5 Missed Calls and New Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
8.6 Message Waiting Indicator and Voice Mail Access. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
8.7 Business Line Call Back and Call Through. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
8.8 Contact Name Lookup for Incoming Calls and Call Logs. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23
8.9 Call Waiting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23
8.10 N-Way Calling (Conference) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23
8.11 New Call. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23
8.12 Call Transfer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24
8.13 Call Pull. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24
8.14 Call Park . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24
8.15 Security Classification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25
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8.16 Bluetooth Support. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25
8.17 Mid-Call Controls for Circuit-switched Business Calls. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25
8.18 Swipe between Chat and Audio/Video Communication Views . . . . . . . . . . . . . . . . . . . . . . . . . . 26
9 Call History . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27
10 Side Navigation. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28
10.1 My Status . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29
10.1.1 Availability Rules. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29
10.2 Call Settings. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29
10.2.1 Call Forwarding. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30
10.2.2 Personal Assistant. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30
10.2.3 Do Not Disturb . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30
10.2.4 BroadWorks Anywhere. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30
10.2.5 BroadWorks Mobility. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31
10.2.6 Remote Office. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31
10.3 Preferences. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32
10.3.1 Language Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32
10.3.2 Troubleshooting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33
10.3.3 Sign In Automatically . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33
10.3.4 Caller ID Lookup. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33
10.3.5 Device ID. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33
10.4 Call Center Agent (Queues) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34
10.5 Test Call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34
10.6 Help Page. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34
10.7 Sign Out. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34
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11 My Room . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35
12 Communicator and iPhone Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36
13 Search. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37
14 Push Notifications. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38
15 Multi-Device Support. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39
16 Other Features. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40
16.1 Deployment Configurations for IM&P, Audio, and Video. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40
16.2 Version Control. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40
16.3 Privacy Management. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40
16.4 Firewalls and NATs. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40
16.5 Failover and Failback. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41
16.6 Secure VoIP Communication. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41
16.7 VoIP Quality of Service. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41
16.8 Emergency Call Address Change Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41
Acronyms and Abbreviations. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42
Appendix A: Third Party Software and Copyright. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44
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List of Figures
Figure 1 Main View. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
Figure 2 Edit Contact. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
Figure 3 Chat Tab. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
Figure 4 Dial Pad Tab. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19
Figure 5 In Call Screen. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21
Figure 6 Call Started . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26
Figure 7 Call History. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27
Figure 8 Side Navigation. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28
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1 Summary of Changes
This section describes the changes to this document for each release and
document version.
1.1 Changes for Release 21.4.1, Document Version 2
This version of the document includes the following change:
• . Added description for contact ordering in section 5.4 Filters.
1.2 Changes for Release 21.4.1, Document Version 1
This version of the document includes the following changes:
• Added section 8.1.1 VoIP Mode.
• Added information about Dial into contact's My Room audio bridge.
• Added information about default selector for soft phone.
• Added section 14 Push Notifications
• Added information in section 8.13 Call Pull.
• Added information about Clear History.
1.3 Changes for Release 21.3.1, Document Version 1
This version of the document includes the following changes:
• Added section 16.8 Emergency Call Address Change Service.
• Added section 10.3.5 Device ID for Lock Device feature.
• Added information about multiple vibrations in silent mode.
• Added section 8.19 Swipe between Chat and Audio/Video
Communication Views.
• Added more participants to Video call or N-Way video.
• Added section 10.3.4 Caller ID Lookup.
• Updated section 13 Search.
• Added section 12 Communicator and iPhone Settings.
1.4 Changes for Release 21.2.1, Document Version 1
This version of the document includes the following changes:
• Added new functionality Mid-Call controls for business circuit-switched
calls.
• Added new functionality for Presence Rules.
• Added new functionality for Personal Assistant.
• Added new functionality in Directory Search.
• Updated screenshots.
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1.5 Changes for Release 21.1.1, Document Version 1
This version of the document includes the following changes:
• Updated section 6 Presence.
• Updated section 8.7 Business Line Call Back and Call Through.
1.6 Changes for Release 21.0.2, Document Version 1
This version of the document includes the following change:
• Updated document version.
1.7 Changes for Release 21.0.1, Document Version 1
This version of the document includes the following changes:
• Added My Room tab.
• Added Side Navigation.
• Added Appendix A: Third Party Software and Copyright.
• Updated Contacts information.
• Updated document images.
1.8 Changes for Release 20.1.2, Document Version 1
This version of the document includes the following changes:
• Added section 10.2.5 BroadWorks Mobility.
• Updated section 8.7 Business Line Call Back and Call Through.
• Added description for spellcheck / autocorrect.
1.9 Changes for Release 20.1.0, Document Version 1
This version of the document includes the following changes:
• Added Forgot Password description in section 3.2 Sign In.
• Added description for adding local contacts in section 5.1 Add.
• Updated information about Buddies, which are moved from the Chat to
the Contact
• tab.
• Updated section 8 Audio and Video Calls.
• Added Test Call description in section 10.5 Test Call.
1.10 Changes for Release 20.0.1, Document Version 1
This version of the document includes the following change:
• Updated section 11 My Room for Release 20.0.1.
1.11 Changes for Release 20.0.0, Document Version 1
This document was created for Release 20.0.0.
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2 About Communicator for iPhone
Communicator for iPhone provides the following communication features:
• Instant Messaging and Presence (IM&P)
• Voice Calling (VoIP)
• Voice Calling (Circuit Switched)
• Video Calling
• BroadWorks Call Settings
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3 Get Started
This section contains the essential information for getting started with
Communicator.
3.1 Installation
The iPhone client can be downloaded from Apple App Store.
3.2 Sign In
When you first launch the application, you are prompted to sign in.
1. If displayed, enter the device configuration address (Uniform Resource
Identifier [URI]) provided by your service provider.
2. Enter your BroadWorks user name and password.
3. Select whether you would like Communicator to remember your
password.
4. Select whether you would like Communicator to sign you in automatically
on subsequent launches.
5. Tap Sign In.
NOTE: Once user is signed in, the application will not ask again for username
and password until the user signs out. The login is preserved even if the
application is terminated or the device is restarted.
With basic sign-in, there are three options on the emergency call pop-up:
• Update location – Opens a web browser where the user can set the location.
When the location is set, the user can return to the client to sign in.
• Ok – Sign-in completes and the user can use the client.
• Cancel – Sign-in is canceled and the user is returned in the Sign In screen.
With advanced sign-in, there are two options:
• Update location – Opens a web browser where the user can set the
location. When the location is set, the user returns to the client manually.
If the location is updated successfully, sign-in completes and the user can
use the client.
• Cancel – Sign-in is canceled and the user is returned to the Sign In screen.
Depending on your service provider settings, the client may have a Forgot
Password link on the login dialog box allowing retrieval of forgotten
passwords. The functionality for retrieving the password is provided by the
service provider.
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4 Main Tabs
When you start Communicator for the first time, the Contacts list is empty.
Use the search field to find people and add them to your Contacts list.
Contacts can also be added manually by tapping the Add button.
Icon
Description
Contacts – View your buddy list and
local contacts or search for directory
contacts.
Chat – View Chat History.
Call – Make calls.
History – View incoming, outgoing,
and missed calls.
My Room – Join My Room.
Figure 1 Main View
The main view contains a number of tabs that present information about the
contacts and communications options available as follows:
• . Contacts
• . Chat
• . Call
• . History
• . My Room
The Communicator default tab is “Contacts” and in the soft phone view, the
default tab is “Directory”.
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5 Contacts
The Contacts list in Contact tab can contain different types of contacts as follows:
• . Presence-enabled contacts
• . Non-presence-enabled contacts
Any contact can be marked as a favorite and it appears at the top of the Contacts
list in the Favorites section.
Presence-enabled contacts are users with an Extensible Messaging and Presence
Protocol (XMPP) address. These can be other Communicator users or users from
federated systems such as Google Talk. Non-presence-enabled contacts can be
phone or conference numbers.
The iPhone client shows contact groups created from the Desktop or Tablet
devices. The contacts groups cannot be created or edited from the iPhone client.
• The Contacts tab contains:
• Communicator Contacts
• All
• Online
• . Contact Directories
• Local Address Book
• Directory
Directory provides the company directory contacts. The Local contact list
provides the contacts from the local phone book.
5.1 Contact Card
The contact card displays information about a contact based on the contact type.
This includes Communicator contacts, Local address book contacts, and contacts
from directory search results.
The user can initiate a call or chat session directly from the contact card. This
includes joining other contact's My Room or dialing a My Room audio bridge
from a directory contact search result.
5.2 Add Contacts
When you sign in for the first time, there are no contacts on your Contacts
list. Add a new presence-enable contact at any time by selecting the option
Add Contact from the plus icon in the navigation bar. Another way to add new
contacts is to use the directory search option from the Contacts tab.
In the Add Contact screen, enter the contact’s information and then click Done.
By default, your presence information is always shared with a new contact if an
XMPP address is provided.
If you receive a buddy request invitation, you can ignore or accept it. If you
ignore the buddy request, you can always share your presence information later
by selecting Subscribe from the buddy contact card. Note that the contact must
accept your subscription request for you to establish the presence relationship
successfully.
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Add a conference number by selecting the option Add Conference from the
same plus icon in the navigation bar by typing a conference number. You can
also add a conference number from directory search. A conference contact is a
special contact used for conference bridges to avoid having to remember a PIN
code and a conference number, for example, for a recurring conference.
Add a local contact by selecting the option Add Local Contact from the plus
icon in the navigation bar. The option Add Local Contact opens the native
Address Book for adding a new contact from the local phone book.
5.3 Edit Contacts
Tap a contact entry from the Contacts list to open a contact card. This is the
same for presence-enabled and non-presence-enabled contacts.
• Edit button opens the Contact Information dialog box where you can
add, edit, or remove information. This works for both presence-enabled
and non-presenceenabled contacts.
• Unsubscribe removes the presence relationship between you and that
contact. This means you do not see the contact’s presence information
and your contact does not see yours. Select Subscribe to re-establish the
presence relationship. An unsubscribed contact remains on your Contacts
list and is always shown as “offline”.
• Remove contact deletes the contact from your Contacts list.
Figure 2 Edit Contact
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5.4 Filters
There are four contact filters available from the Contacts tab:
• All – Shows all presence-enabled and non-presence-enabled contacts.
• Online – Shows only the presence-enabled contacts that are currently
online.
• Local Address Book – Shows the contacts from your local phone book.
• Directory – Shows the contacts from a company directory (which requires
a search).
Contacts sorting and ordering:
• Local contacts are ordered in groups by letter, based on the first letter of
their display name. There isn't further ordering within the group.
All contacts whose display name starts with non-Latin characters are put
in the # group.
The display name of a local contact is taken from first name, middle name,
and last name. If names are missing, the display name is taken from the
jid field.
If all of the above are missing, then the phone number is used for display name.
• All Contacts with Groups are ordered like in the native app, based on
phone settings: Settings > Mail, Contacts, Calendars > Contacts > Sort Order.
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6 Availability
For each contact you have subscribed to, you can see their availability. Similarly,
your contacts can see your availability on their Contacts list.
NOTE: Availability can also be referred to as presence status, which was the
term used in previous releases of Communicator.
Availability means that your friends are able to see whether you are available, for
example, “I’m available” or “I’m busy”.
Icon
What it means
The green availability icon indicates that the user is online and ready for communication.
The yellow availability icon indicates that the user is online on their Communicator client, but
has been idle or away from their computer for more than 10 minutes.
The red availability icon indicates that the user is busy and does not want to be disturbed.
The grey availability state icon indicates that the user is offline and the only available contact
method is calling or leaving a chat message.
The question mark indicates that a subscription is pending and the contact has not yet
approved sharing their availability.
This icon indicates that the contact is busy due to a call. This is an automated
availability status.
This icon indicates that the contact is busy due to a meeting. This is an automated availability
status. The Busy – In Call status overrides the Busy – In Meeting status so this icon is only seen
when there is a meeting but no call.
You can manually set your own availability by tapping on the availability icon from
the status bar in all tab views. The availability icon opens the My status screen
where you can change your avatar, personal message, and availability status.
Your avatar is the picture that represents you in your friends’ Contacts lists and
in chat screens. Tapping on an avatar opens a dialog with options to select an
existing image, to take a new one with your phone camera, or to clear your avatar.
You can enter a status message in the area next to the avatar. This status text is
shown in your friends’ Contacts lists.
If you see the error message “Chat Unavailable” under any tab, it means that
XMPPconnectivity has been lost for chat and availability; however, you can still
make calls. In this case, you should contact your service provider.
The availability update is only triggered by appointments and meetings that are
either accepted by the user or made by them. All-day meetings do not trigger an
availability change to Busy – In Meeting .
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7 Instant Messaging
7.1 Chat Tab
Chat shows the list of recent chats since
the last login. If User A chats with User B
multiple times, their discussions appear
as one item in the list.
Tapping the name opens the chat view
(IM view) where new messages can be
typed. Old messages are also shown.
New incoming messages are indicated
with a notification badge to the right of
the name. The icon remains next to the
name until the message is read.
Chats are listed so that the newest one
is always at the top. Chats are not in
alphabetical order. Instead, they are
listed with the most recent first.
Tapping the menu button in the
navigation bar displays the Launch My
Room and Start Group Chat option
. This option removes all notification
badges from the Chat History list .
Figure 3 Chat Tab
7.2 Chat
Start a chat using one of the following methods:
• From the Contacts list, tap a contact to open the contact card. From the
contact card, choose the chat bubble icon to start chat.
• In the Chat History list, tap a Chat History entry to start a chat.
When you initiate a chat, the Chat screen opens. Chatting with a contact is
possible only when you are both online. If your contact initiates a chat, you see
a notification badge on the Chat tab and the entry appears on the top of Chat
History list.
When the chat opens, the name of the recipient is on the top bar and there is
availability icon flag before the name. The recipient messages are presented in
the orange background and the user is presented in white background.
A smiley can be added to a message by typing the corresponding character
code or by selecting a smiley icon. The smiley is displayed with its character code
in the input textare and graphically in the chat area and when displayed to the
remote party.
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The text input field in Chat uses autocorrect, auto-cap, and spell check based on
system settings. Use the system settings to enable or disable these features.
Upon Clear History, the chat history is removed from the view, but the chat view
remains open in case the user wants to continue chatting. If the user navigates
back to the chat list, then this specific chat entry is removed from the list because
there is no chat history associated with it.
7.3 Group Chat
Start a group chat using one of the following methods:
• In single chat session, tap the add participant icon to escalate from a
single to a group chat.
• From the Chat tab, tap on the menu icon to select the “start group chat” option.
• In the Chat History list, tap a group communication entry to start a group chat.
When you initiate a group chat, the Chat screen opens. More people can be
added later to the chat using the add participant icon. Anyone in the group chat
can add participants. However, removing participants is currently not supported.
A group chat works the same way as a one-on-one chat. All messages from
anyone are sent to everyone else. All contacts need to be online to be able to
participate in a group chat. You cannot invite an offline contact.
A group Chat History is saved and is available to view later in the Chat tab.
A user can leave a group chat by selecting the Leave chat option. The chat is
marked as “offline” and the user no longer receives messages from the chat.
When tapping on the “offline” chat, the user re-joins the room and starts
receiving messages. However, the user does not receive the messages that were
sent in the chat while the user was outside of the room.
The Clear History menu item works the same way as the corresponding option in
a oneon-one chat and removes the local history.
The View Participants button opens a dialog that shows the list of participants in
the group chat.
Deleting a chat room is not supported.
7.4 Chat Recording
The Communicator client can provide a chat recording indication to users for
all chat sessions depending on the server configuration. Chat recording state is
applied to all users registered in a single domain. This setting is not specific to
any user and therefore the recording state cannot be modified by end users.
7.5 Chat Security Classification
The Communicator client provides the ability to specify the security classification
of chat sessions. The security classification is configured on the server side and
cannot be changed by end users. The security classification level for instant
messaging is assigned to the whole domain and all users in that domain have the
same classification level. It is visible in all the chat session types: single
and group.
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8 Audio and Video Calls
8.1 Dial Pad Tab
The Dial pad tab displays a dial pad and a
text field used to enter numbers. The dial pad
is one of the options used to make audio
or video calls. There are three buttons
below the dial pad: Call, Video call, and
Dial pad menu that are configurable by the
service provider. The top text field also has
a delete button that, when pressed, deletes
one character at a time.
A badge notification appears on the Dial
pad tab when there are messages in the
voice mail box. A long press on the “1”
digit connects you to the voice mail box.
When there is no voice mail in your voice
mail box, no notification badge is shown.
The Dial pad menu can contain three
options: VoIP Mode, Pull Call and Retrieve Call.
Figure 4 Dial Pad Tab
8.1.1 VoIP Calling Mode
Communicator Mobile supports an option that allows a user to switch easily
between VoIP and Mobile calling modes.
• VoIP calls use WiFi or the carrier data network.
• Mobile calls use the carrier circuit-switched network. Mobile calls leverage
BroadWorks Anywhere or Mobility to present the business identity of the
user (for more information, see section 8.7 Business Line Call Back and
Call Through).
Users can switch between VoIP and Mobile through the Dialpad menu.
An indication of the currently selected mode is displayed on the Dialpad.
• VoIP Mode On:
• Outgoing and incoming calls use VoIP over WiFi or data network.
• BroadWorks Anywhere or Mobility location for the device is disabled.
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VoIP Mode Off:
• Outgoing and incoming calls use the mobile circuit-switched network.
• BroadWorks Anywhere or Mobility location for the device is enabled.
Outgoing calls are performed with Call Through or Call Back. Incoming
calls are delivered via the BroadWorks Anywhere or Mobility location.
VoIP calls over the carrier data network are dependent on the quality of the
network and may incur additional charges. As such, there are options for an
operator or end user to disable VoIP calls over the carrier data network (3G, 4G,
or LTE) if needed. Users can control this behavior in Call Settings > VoIP Calls.
There are two options:
• WiFi only: VoIP calls are allowed only on WiFi.
• All Networks: VoIP calls are allowed only on any data network.
8.2 Make Audio or Video Calls
Make an audio or video call using one of the following methods:
• Choose a contact from contact list and tap on the headset icon
audio call or the video icon
for a video call.
for an
• From search results, open a contact card and tap on the headset icon
for an audio call or the video icon
to perform a video call.
• Open the dial pad, enter a phone number, and tap the Call or Video
button.
• On the Call History list, tap a call entry.
• On the Chat screen, tap the headset icon
video icon
for a video call.
for an audio call or the
8.3 Answer Call
An incoming call is indicated by a ringtone. There are two options on the
incoming call screen: Answer and Decline. If you decline the call, it causes
the line to sound busy at the caller’s end and they know that you rejected
the call.
If user is in the middle of a VoIP call and receives an incoming cellular call, the
VoIP call is put on hold right away before answering/declining it.
If the iOS device (iPhone or iPad) is locked and there is incoming VoIP call, a
notification is displayed to the user on the locked screen, accompanied with
an alerting sound and vibration.
If the device is in silent mode, the Communicator notification is accompanied
by multiple vibrations. Vibrations are played until the call is answered locally,
answered on another location, or redirected to voice mail or another number,
or after a predefined timeout.
The incoming call ring volume when the application is in background is
controlled by the Ringer volume when the phone is unlocked. The volume of
the incoming call ring when the application is in foreground is controlled only
during active alerting of an incoming call.
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8.4 Communicator In Call Actions
You can perform the following actions from the In Call screen:
• End a call
• Mute the microphone
• Enable / Disable Speaker*
• Open the key pad
• Adjust the volume
• Escalate from an audio to video call and downgrade from a video
to audio call
• Place a call on hold
• Make a new call
• Transfer a call – Attended
• Transfer a call – Unattended
• Make a conference
• Park a call
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• Transfer a call to circuit-switched call
• Add more participants (in conference call only)
• Merge two separate calls
• Swap two separate calls
• View participants (on a conference call)
* During a video call, the audio output is automatically switched to speaker-only mode.
8.5 Missed Calls and New Messages
Notifications (for example, for missed calls or new messages) are shown as badges on
the tab icons.
8.6 Message Waiting Indicator and Voice Mail Access
If you have pending voice mail (VM) messages, then a badge is displayed on the Call
tab icon with indicating the number of pending VM messages.
The voice mail is accessible with a long press of the dial pad digit “1” (similar to how it
is done on a regular mobile keyboard).
8.7 Business Line Call Back and Call Through
Communicator allows you to originate a circuit-switched call using your
business line identity. This is done using the basic Call Back functionality on
BroadWorks or the Call Through functionality available with BroadWorks Mobility.
Call Back is available if you have the BroadWorks Mobility, BroadWorks
Anywhere, or Remote Office assigned. The application checks to see whether
one of these services is provisioned with a phone number that matches the
mobile number. If it is provisioned this way, it provides you with the option to
make calls using the Call Back feature.
Call Through functionality is available if the BroadWorks Mobility or BroadWorks
Anywhere service is assigned to the user and configured with at least one
location. Call Through provides a more natural dialing experience. When a call
is placed in this mode, the client communicates transparently with BroadWorks
to obtain a temporary IP Multimedia Routing Number (IMRN). The client then
calls the IMRN and connects you directly to the destination identifying the call
with your business line identity.
Note that Call Through requires “My Phone number” on iOS (or “Own phone
number” on Android) local setting to be set to the phone number of the mobile device.
This number must be set and must also match the number configured in BroadWorks
Mobility or BroadWorks Anywhere in order for Call Through to work.
In order to provide a better user experience (UX), the client creates a temporary
contact in the native phonebook for the destination telephone number but
configured with the temporary IMRN as a number. If a contact has an entry in
the local phonebook, then the name is also copied into this new temporary
contact. By doing this, the user receives visual feedback from the phone’s
native dialer that the correct person is being reached even though the phone is
dialing a BroadWorks number (or IMRN).
Note that nothing can be done for the phone’s native call log. That is, the user
sees in the phone’s native call log all the IMRN numbers with no indication
of the actual destination number being called. The user must access the
BroadWorks Call History via the Communicator application to see the actual
destination number that was called.
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Starting with Communicator Release 21.2.x, the application provides mid-call
control services for business circuit-switched calls. For more information, see
section 8.18 Mid-Call Controls for Circuit-switched Business Calls.
NOTE: The following functionality is only available for iOS.
The iOS client provides two additional settings related to Call Back dialing:
• Callback validation – if set to “ON”, it checks that BroadWorks Anywhere
or Remote Office is enabled and verifies that the phone number in
BroadWorks Anywhere or Remote Office matches the users mobile phone
number.
• Mobility – if set to “ON”, it imposes that the Mobility service number is
used for Call Back instead of BroadWorks Anywhere or Remote Office.
8.8 Contact Name Lookup for Incoming Calls and Call Logs
When receiving a call, Communicator searches for the name in the following
sources and in the following order: XMPP contact name, Enterprise directories,
Local Contact, PIdentifier header (SIP), and From header (SIP). If the number
matches one of the contacts, the name is shown on the incoming call screen.
8.9 Call Waiting
You can have one active call at any one time if you receive a new incoming call
and accept it. The existing call is put on hold and you can change between these
two calls by using the Hold and Unhold buttons.
8.10 N-Way Calling (Conference)
Communicator supports network SIP-based conference calls. While on a twoway audio or video call, you can add more participants by using the Conference
button. It opens the Address Book on the device to search for and select the new
participant. Once the conference is established, the participants are shown on
the Device screen.
The other way to create a Conference call or to add participants to an existing
Conference is to make a second new call and then select the merge option.
8.11 New Call
The client supports starting a new call while in an ongoing call. The steps are as
follows:
1. Establish a call with a remote party.
2. Initiate second call using the new call button.
3. Select a contact and then choose a number. After the new call is
established, the first call is put on hold. You can also swap the two calls or
to merge it in conference.
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8.12 Call Transfer
The client supports transferring VoIP calls to another party. Two modes of transfer
are supported:
• Attended Transfer – Establish a call with a remote party. Select a contact
then choose a number. Select the call first option. If the call is successfully
established, you can talk with the third party privately before completing
the transfer by pressing the complete button.
• Unattended Transfer – Establish a call with a remote party. Select a
contact and then choose a number. Select the Transfer option and the
transfer is completed.
8.13 Call Pull
Call Pull can be used in scenarios where a user has two endpoints, for example,
a VoIP desk phone and a mobile phone with Communicator. If the user has an
active call on the desk phone, then this call can be transferred seamlessly to the
mobile phone using the Call Pull button. Depending on the application, dialing
settings, and service configuration, the call can be pulled as a VoIP or circuitswitched call to the mobile phone. There is no interruption to the voice call.
NOTE: Call Pull is not possible when there is an ongoing circuit-switched
call on the iPhone. This is regardless if the circuit switched call is mobile
(personal) or business (anchored at BroadWorks). Call Pull requires initiating
a VoIP call and iOS initiating a VoIP call during a circuit-switched call.
8.14 Call Park
The Call Park service allows a “parking” user to park a call against a “parked
against” extension. The “parked” user is placed on hold until a user retrieves the
parked call. If the call is not retrieved within the provisioned recall time, then the
parked call is reverted and presented to the “recall” user.
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8.15 Security Classification
The Communicator client provides the ability to specify the security classification
of calls and chats.
The security classification of a call party is determined by the security
classification set at the BroadWorks Enterprise level; all users within the
organization inherit that security classification. Security levels are configurable
on the server side, but there is always at least one security level, that is,
“Unclassified”.
In addition, each user can change the security classification for the duration of
the call via their handset. The user can change the security classification to a level
less than or equal to their configured security classification.
For calls, the security classification can be changed during a call by a user and it
works with supplementary services such as Call Transfer and Conference.
For chat, the security classification is displayed but cannot be changed.
8.16 Bluetooth Support
You can perform audio calls from a compatible Bluetooth headset. The System
requirements section in the Communicator for Desktop and Mobile Product
Guide lists the headsets that have been tested, although other Bluetooth devices should
also work. Communicator Mobile iOS supports mute and volume control from the
Bluetooth headset; however, answer and hang up are supported only from
the application.
8.17 Mid-Call Controls for Circuit-switched Business Calls
Communicator Mobile provides mid-call control services for business circuitswitched calls that are anchored at BroadWorks.
This functionality is available for:
• Call Through and Call Back circuit-switched calls initiated from the
Communicator client via the native phone dialer.
• Incoming circuit-switch calls delivered to the mobile phone via
BroadWorks Anywhere, BroadWorks Mobility, or Remote Office location.
Supported mid-call control services are:
• Hold / Resume. For more than one call, this functionality requires
BroadWorks Call Control to be turned ON for the location.
• Transfer
• Conference (limited to five participants)
• Swap. Requires BroadWorks Call Control to be turned ON for the
location.
• . End call
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Figure 6 Call Started
After initiating a Call Through or Call Back call or after receiving a business
circuitswitched call, the user can return to the main screen and launch
Communicator to the foreground. At this point, the application brings a
Mid-Call Control screen (shown in the previous figure) which can be used to
manage the call.
For Call Through or Call Back outgoing calls, Communicator for iOS displays
a local notification after the remote party accepts the call with information
that the user can click on the notification in order to return to Communicator
and control the call.
8.18 Swipe between Chat and Audio/Video Communication Views
Communicator provides ability to switch between Chat and Audio/Video
communications sessions for own My Room, other users’ My Room, and twoway chat. The ability to switch between sessions is indicated by the dots at
the bottom of the screen. The user can perform a swipe to switch between
the sessions.
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9 Call History
The client supports the basic BroadWorks Call History. From the
segmented controls the Call History can be set to show all or missed calls.
On the list of calls, there are icons indicating whether a call was incoming,
outgoing, or missed.
The list of the call items consists of an icon showing what kind of call it
was (a green arrow means incoming, a blue arrow means outgoing, and
a red arrow means missed). It also shows the name, number, Unavailable
status for the caller, and below the name, it shows the number, if available.
To the right, is the date of the call and the time the call was initiated.
Call History makes it easy for you to redial and call back when you miss
a call or when you want to dial a contact with whom you have recently
spoken.
Figure 7 Call History
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10 Side Navigation
The Side Navigation contains the following items:
• . My status
• . Call Settings
• . Preferences
• . Queues
• . Test Call
• . About
• . Version
• . Help
• . Sign out
Figure 8 Side Navigation
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10.1 My Status
You can set your own availability by tapping on your personal status from
the side navigation. It opens the My status screen where you can change
your avatar, personal message, and availability status.
NOTE: Availability can also be referred to as presence status, which was the
term used in previous versions of Communicator.
Your avatar is the picture that represents you in your friends’ Contacts lists
and in chat screens. Tapping on an avatar opens a dialog with options to
select an existing image, to take a new one with your device’s camera, or
to clear your avatar.
You can enter a status message into the area next to the avatar. This status
text is shown in your friends’ Contacts lists.
If you see the error message “Chat Unavailable” under any tab, it means
that XMPP connectivity has been lost for chat and availability; however,
you can still make calls. In this case, you should contact your service
provider.
10.1.1 Availability Rules
Availability Rules allows a user to configure calling rules associated with
each of the availability states. When the availability state is triggered, the
associated rule is applied.
Each availability rule can be configured with one of the following options:
• . No Rules
• . Forward to Number
• . Silent Alerting
10.2 Call Settings
The client supports the following BroadWorks service management
features, allowing BroadWorks supplementary services to be turned on or
off using the native client Call Settings window:
Call Options
• VoIP Call
• Block My Caller ID
• Dialing Service
• iPhone Number
Call Forwarding
• When Not Reachable
• When Busy
• Always
• When No Answer
• Do Not Disturb
• Personal Assistant
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Incoming Calls
• Simultaneous Ring
• BroadWorks Remote Office
• BroadWorks Anywhere
• BroadWorks Mobility
10.2.1 Call Forwarding
By tapping on a different Call Forward option, you can enter a number to
forward your calls as follows: Call Forward Always, When Busy, When No
Answer, or When Not Reachable.
10.2.2 Personal Assistant
Personal Assistant allows configuring an announcement to be played to
callers when the called party is not available. The announcement notifies
the caller of the reason the called party is not available, optionally providing
information on when the called party will return and whether there is an
attendant to attend the call. Based on that, the caller can make a better
decision on calling back, transferring to an attendant, or leaving a voice
message.
Personal Assistant options can be configured in Call Settings. The following
options are available:
• . Presence different than None
• . Until
• . Transfer number
• . Ring Splash
Select “None” for Presence to disable Personal Assistant.
10.2.3 Do Not Disturb
When you activate this service, all calls are typically blocked by the server and
sent to voice mail.
10.2.4 BroadWorks Anywhere
BroadWorks Anywhere allows service providers to offer fixed-mobile
convergence (FMC) services without additional equipment.
BroadWorks Anywhere simplifies communications for on-the-go users and
remote users by extending the features of a desk phone to any other fixed
or mobile device, regardless of the network or handset manufacturer. Callers
dial one number and can reach you on any phone the user chooses. A desk
phone, cell phone, and/or a soft phone can ring simultaneously.
Voice call continuity is possible with the ability to move live calls from one
device to another without hanging up.
Add locations (numbers) that can be used in the service using the Add New
Location button. Use the Alert all locations to activate parallel ringing.
Select “Prevent Diverting” to prevent a call ending up as a voice mail, which
can be problematic, for example, in conference call situations.
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Select “Answer Confirmation” to receive a separate audio prompt when
answering a call from that number (location). It may be useful in cases where,
for example, mobile numbers are being used to prevent incoming calls going
to mobile voice mail since the call will be ended without going to voice mail if
the answer confirmation is not provided.
Select “Call Control” to enable the server platform to provide mid-call
services such as Call Transfer and Conferencing for that number (location).
10.2.5 BroadWorks Mobility
BroadWorks Mobility is a flexible solution that extends the BroadWorks
Centrex features transparently to the mobile network. This service provides
a set of mobile capabilities that help meet the key requirements of mobile
operators for deployment of business services to the mobile handsets.
The following attributes can be set:
• Active – Flag to enable or disable the BroadWorks Mobility service for the
user.
• Mobile Number – This is the subscriber’s mobile number in E.164 format.
• Phones To Ring – The default is “Fixed”. The options are as follows:
• Fixed – If set, then only the user’s desk phone is alerted.
• Mobile – If set, then only the user’s mobile phone is alerted.
• Both – If set, then both the mobile phone as well as desk phone of the
user are alerted.
The following attributes apply when the alerting mobile is set:
• Alert for Click-To-Dial – If checked, Click To Dial calls alert the mobile
phone.
• Alert for Group Paging – If checked, group paging calls alert the
mobile phone.
• Prevent Diverting – This attribute determines whether the Application
Server enables a diversion inhibitor when extending a call leg to the
mobile phone.
• Answer Confirmation – This attribute determines whether the Application
Server prompts for an answer confirmation when the user answers the
mobile call leg.
• Call Control – This attribute determines whether call control is to be
performed by the mobile device (off) or by BroadWorks (on). This must be
turned on to provide mid-call service features to the mobile originated or
terminated calls.
10.2.6 Remote Office
This service allows the use of any phone as the office phone from a charging
and numbering perspective. For instance, a hotel room phone can be used as
the office phone.
Enable Remote Office and specify a phone number to be used as the Remote
Office number.
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10.3 Preferences
The client supports the following preferences:
• Language
• Troubleshooting
• Remember password
• Sign in automatically
• Caller ID Lookup
• Enable video calls
The preferences available through Sign In screen are as follows:
• Language
• Version
• Device ID
• Help
• About
• Troubleshooting
10.3.1 Language Support
The client is prepared for localization and can be delivered in any language.
Currently, the client is available in the following languages:
• U.S. English
• French
• French (Canadian)
• German
• Italian
• Spanish (European)
• Spanish (Latin America)
• Korean
• Japanese
• Chinese
Additional languages are available upon request as part of a customization project.
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10.3.2 Troubleshooting
The troubleshooting function can be used if there are issues encountered
with the application. It collects and sends diagnostic information to a
predefined support email address that is configurable via the branding
process. This helps support personnel to identify the issues. The information
sent consists of the application and media engine diagnostic logs.
Troubleshooting is managed by a menu entry in Settings. It can be accessed
from two places in the client:
• From the Settings button on the Sign In screen – This opens the screen
that contains the help and troubleshooting-related entries. This can be
used before the user has signed in, which is most often for cases when a
user has issues with signing in or with connectivity.
• From the Preferences screen, accessible from the Side navigation. This is
available while the user is logged in.
Troubleshooting options:
• Console logging – Option for getting logs in a development
environment. The device should be connected to a PC/MAC and the logs
to appear real-time in the console.
• File Logging – Saves logs to the device memory for subsequent sending
by e-mail.
• XMPP logging – Includes IM&P related information (XMPP stanzas) in the
logs.
• Other logging – Includes additional logs different from XMPP.
• PN logging – Includes push notification related information (only when
push notifications are enabled).
• Crash reporting – Sends crash logs to crash report.
• Display Diagnostic Info in Calls – Displays information about ongoing
calls like the codec type.
10.3.3 Sign In Automatically
The user can choose to sign in automatically with Communicator Mobile with
a default account when the client is started. Together with the functionality to
start Communicator automatically at system startup, this makes it easier for
users to remember to sign in and be available for communication.
10.3.4 Caller ID Lookup
When there is an incoming call, Communicator matches it by searching in the
contact list, local address book, and BroadWorks directory. To improve the
performance, Communicator for iPhone provides the ability to turn on/off
searching in the local address book.
10.3.5 Device ID
Communicator has the ability to lock the user to a single desktop or
mobile device, so that the software cannot be used on other hardware.
The iPhone user can copy the Device ID from Preferences before signing
into the application and provide it to the company administrator.
The administrator locks Communicator to the reported device and the
user can sign in only from this device.
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10.4 Call Center Agent (Queues)
Communicator allows a user to join and leave Call Center Queues and set
their Automatic Call Distribution (ACD) status. This functionality is available
based on the configuration and services assigned to the user.
To view the currently assigned queues, join and leave queues, and change
state, use the Queues entry in the side navigation menu.
10.5 Test Call
The client provides the ability to perform an audio or video test call to an
echo number.
Note that the echo service is provided and enabled by the service provider.
A common example of using an echo service is:
• Press Test Call to initiate a call to the echo service, then follow the
operator’s instructions until you hear back your recorded message.
10.6 Help Page
The client provides web-based help that can be launched from the Settings view.
10.7 Sign Out
You can sign out at the bottom of the left-side navigation drawer.
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11 My Room
My Room is an always available and permanent room you can use to chat with
anyone that joins.
My Room is accessible using the My Room icon in the Tab bar.
You can add more participants using the add participants icon or they can
join your room from your contact card. Once participants join the chat room,
they can tap on the Call button of that screen to automatically join the
conference.
My Room uses your permanent chat room, permanent collaboration room,
and a conference bridge (audio or video). All My Room sessions start as chats
but a call can be added to the session while in progress.
Others join your room by tapping your name on their Contacts list and by
selecting Join Room from the contact card.
You can dial into others contact's My Room audio bridge from the directory
contact card.
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12 Communicator and iPhone Settings
From iPhone Settings > Communicator, the user can allow Communicator to access:
• Contacts
• Microphone
• Camera
• Notifications
• Cellular Data
It is recommended that Communicator have access to all of the resources in
the previous list.
In addition, the user can configure the type of notifications they want to get
with Communicator:
• Allow Notifications
• Show in Notification Center
• Sounds
• Badge App Icon
• Show on Lock Screen
It is recommended for all of the items in the previous list to be enabled.
In addition, it is recommended to configure the option Alert style when
unlocked to “Alerts”.
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13 Search
Communicator supports search in Communicator Contacts and Contact
Directories. The search is performed in a separate input field in the Contacts
tab. Depending on the selected filter (All, Online, Local Address Book, or
Directories), search results display contacts only from the current selected
category.
In addition to results from the Enterprise Directory, the search is also performed
in several more search sources:
• . User’s Personal Phone List
• . Group’s Common Phone List
• . Enterprise’s Common Phone List
The enhanced search is applied for both contacts searching initiated by the
user and upon receiving an incoming call, and searching for a display name
corresponding to an unknown number.
Communicator for iOS also supports search in an LDAP-compatible directory
like Microsoft Exchange. If the device email and contact applications are
synchronized with Microsoft Exchange or a compatible email provider,
Communicator can look up contacts from the directory Global Address List
(GAL). This search is available through Contacts, Local Address Book, All
Contacts with Groups, Groups, and GAL.
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14 Push Notifications
Communicator introduces support for Push Notifications for Incoming Calls.
NOTE: This feature is available in preview mode only. Customers can install
and try the functionality in a lab environment; however, the feature is not
available for deployment to end users in a production environment.
The feature leverages support on the BroadWorks Application Server to
send Push Notifications to mobile applications over Apple Push Notification
services, using the BroadWorks Push Notification Server to send the
messages to Google and Apple servers.
Mobile client applications use push notifications to get alerted for incoming
calls and accept the call as VoIP.
When there is new call, BroadWorks sends a push notification to the client
which is presented to the user as either OS-specific visual notification or in
the user interface of the client application.
From a user experience standpoint, accepting a call works in the same way
for both pushenabled clients and non-push-enabled clients. On Android, the
call is presented to the user with an application-specific Incoming Call screen
with Answer and Decline buttons.
Outgoing VoIP calls are performed with SIP registration on demand, which
is transparent to the user. The SIP registration is done only when the user
initiates the VoIP call.
In addition to push notifications for new calls, the solution also supports push
notification for new voice mail.
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15 Multi-Device Support
Communicator provides support for users with multiple devices. This includes
several features:
• Chat invitations are sent to all devices. Before the session is accepted,
messages are sent to all devices, and once answered, the chat messages
go to the device that sent a reply message.
• Retrieving one’s own presence notifications when another client updates
the user’s presence. The client updates its own status based on the
information it receives from the server.
• Accepting a shared presence invitation in one client is also recognized by
another client and both clients start receiving presence updates.
• A new presence subscription made in one client is recognized in another.
If the contact blocks the invitation, there are presence notifications sent
from the server to all of the user’s clients indicating that the subscription
was terminated. This information is shown to the user. If the client receives
two presence authorization requests from two or more devices for the
same user, it only shows one request to the user.
• Removing a contact from a contact list in one device is recognized in
another client and the contact list is updated (that is, the contact is
removed) in the other client as well.
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16 Other Features
16.1 Deployment Configurations for IM&P, Audio, and Video
The mobile client can be deployed in several different configurations based
on configuration file parameters as follows:
• Primarily as an IM&P client only (no audio or video support)
• Primarily as a soft client with audio only (no IM&P or video)
• Primarily as a soft client with audio and video (no IM&P)
• Primarily as a Unified Communications (UC) client with audio only (that is,
IM&P and audio, but no video)
• Primarily as a UC client with audio, video, and IM&P
• Click To Dial (Call Back and Call Through using the native dialer)
For more information on the functionalities that are available in your version
of the client, contact your service provider.
16.2 Version Control
Version control is supported using the App Store mechanism. When a new
release is available, the old version is removed from the App Store and users
of the previous version are notified about the update possibility.
16.3 Privacy Management
Communicator supports authentication with a user name and password for
different services and servers requiring authentication. For convenience, the
end user can save a user name and password for different realms.
When the end user adds contacts to the Contacts list, these contacts receive
a New Subscriber dialog asking whether they allow the end user to see their
presence. This information is stored in this contact’s presence policies.
At any time, the user can edit the presence policies, (which are stored
on the server). The user can see all contacts that are allowed to view the
user’s presence (white list) and users that are not allowed to view the user’s
presence (blacklist). This feature requires a compatible presence server.
16.4 Firewalls and NATs
The client supports rport (RFC 3581) for Network Address Translation (NAT)
traversal and for using the client behind a firewall. However, it is assumed that
the client is mainly used with a session border controller (SBC), which also
provides support for NAT traversal for several key features, such as calling
(which is currently unlikely to work without an SBC).
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16.5 Failover and Failback
The client supports failover and failback mechanisms for all used protocols:
Xsi, XMPP, and SIP. This feature is used to:
• . Detect multiple connection endpoints (per protocol).
• . Order connection points by priority.
• . Connect to the highest priority connection point.
• Reconnect to the next connection point by priority one (if there is a
problem with the primary connection point).
• Provide a failback mechanism to switch back to the primary (which is the
highest priority connection point).
16.6 Secure VoIP Communication
The client supports secure VoIP communication using encrypted call
negotiation and media streams. Mandatory, preferred, and optional secure
modes are supported.
16.7 VoIP Quality of Service
The client has the ability to mark audio and video streams with Differentiated
Services Code Point (DSCP) or Type of Service (ToS) flags using the Quality of
Service (QoS) capabilities of the network equipment.
16.8 Emergency Call Address Change Service
Depending on service provider settings, a special dialog can be shown at
login asking if the physical address should be updated. If not, login proceeds
normally. If the user replies “yes”, a web browser opens with the possibility to
update the physical address for emergency calls. Once the address update is
complete, the user can return to the client and continue with the login.
Depending on service provider settings, a separate Emergency Call Address
Change Service (ECACS) menu item may also be visible in the application.
This menu item allows the ECACS service to be invoked at any time after login.
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Acronyms and Abbreviations
APN Access Point Name
ACD Automatic Call Distribution
CC Country Codes
CLIP Calling Line Identification Presentation
CLIR Calling Line Identification Restriction
CS Circuit Switched
DSCP Differentiated Services Code Point
FMC Fixed-Mobile Convergence
GAL Global Address List
HTTP Hypertext Transfer Protocol
HTTPS Hypertext Transfer Protocol Secure Sockets
IM&P Instant Messaging and Availability
IMRN IP Multimedia Routing Number
IP Internet Protocol
NAT Network Address Translation
PBX Private Branch Exchange
PIN Personal Identification Number
QoS Quality of Service
RCS Rich Communication Suite
RTCP Real-Time Control Protocol
SBC Session Border Controller
SIM Subscriber Identity Module
SIP Session Initiation Protocol
TN Telephone Number
ToS Type of Service
UC Unified Communications
UI User Interface
URI Uniform Resource Identifier
URL Uniform Resource Locator
VM Voice Mail
VoIP Voice Over IP
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VPN Virtual Private Network
XMPP Extensible Messaging and Presence Protocol
XR Extended Report
Xsi Xtended Services Interface
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Appendix A: Third Party
Software and Copyright
This software uses XMPP Framework from
https://github.com/robbiehanson/XMPPFramework and license from
https://github.com/robbiehanson/XMPPFramework/blob/master/copying.txt.
This software uses CocoaAsyncSocket from
https://github.com/robbiehanson/CocoaAsyncSocket (public domain).
This software uses CocoaLumberjack from
https://github.com/robbiehanson/CocoaLumberjack and license from
https://github.com/robbiehanson/CocoaLumberjack/blob/master/LICENSE.txt.
This software uses XML-to-NSDictionary from https://github.com/bcaccinolo/
XML-to-NSDictionary and license from https://github.com/bcaccinolo/XMLto-NSDictionary/blob/master/LICENCE.
This software uses ASIHTTPRequest from http://allseeing-i.com/
ASIHTTPRequest and license from https://github.com/pokeb/asi-httprequest/blob/master/LICENSE.
This software uses Minizip from http://www.winimage.com/zLibDll/minizip.
html) and license from http://zlib.net/zlib_license.html.
This software uses JASidePanelController Copyright (c) 2012 Jesse Andersen.
All rights reserved.
This software uses OpenSSL (https://www.openssl.org/) with Open source
Apache license and Open source BSD-license from https://www.openssl.org/
source/license.html.
This software uses WebRTC from http://www.webrtc.org/ and license from
http://www.webrtc.org/license-rights/license.
Copyright (c) 2011. The WebRTC project authors. All rights reserved.
Redistribution and use in source and binary forms, with or without
modification, are permitted provided that the following conditions are met:
* Redistributions of source code must retain the above copyright notice, this
list of conditions, and the following disclaimer.
* Redistributions in binary form must reproduce the above copyright notice,
this list of conditions and the following disclaimer in the documentation
and/or other materials provided with the distribution. * Neither the name of
Google nor the names of its contributors may be used to endorse or promote
products derived from this software without specific prior written permission.
THIS SOFTWARE IS PROVIDED BY THE COPYRIGHT HOLDERS AND
CONTRIBUTORS "AS IS" AND ANY EXPRESS OR IMPLIED WARRANTIES,
INCLUDING, BUT NOT LIMITED TO, THE IMPLIED WARRANTIES OF
MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE ARE
DISCLAIMED. IN NO EVENT SHALL THE COPYRIGHT HOLDER OR
CONTRIBUTORS BE LIABLE FOR ANY DIRECT, INDIRECT, INCIDENTAL,
SPECIAL, EXEMPLARY, OR CONSEQUENTIAL DAMAGES (INCLUDING, BUT
NOT LIMITED TO, PROCUREMENT OF SUBSTITUTE GOODS OR SERVICES;
LOSS OF USE, DATA, OR PROFITS; OR BUSINESS INTERRUPTION)
HOWEVER CAUSED AND ON ANY THEORY OF LIABILITY, WHETHER IN
CONTRACT, STRICT LIABILITY, OR TORT (INCLUDING NEGLIGENCE OR
OTHERWISE) ARISING IN ANY WAY OUT OF THE USE OF THIS SOFTWARE,
EVEN IF ADVISED OF THE POSSIBILITY OF SUCH DAMAGE.
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This software uses OpenH264 license from
https://github.com/cisco/openh264/blob/master/LICENSE.
Copyright (c) 2013, Cisco Systems
All rights reserved.
Redistribution and use in source and binary forms, with or without
modification, are permitted provided that the following conditions are met:
* Redistributions of source code must retain the above copyright notice, this
list of conditions, and the following disclaimer.
* Redistributions in binary form must reproduce the above copyright notice,
this list of conditions and the following disclaimer in the documentation
and/or other materials provided with the distribution. THIS SOFTWARE
IS PROVIDED BY THE COPYRIGHT HOLDERS AND CONTRIBUTORS "AS
IS" AND ANY EXPRESS OR IMPLIED WARRANTIES, INCLUDING, BUT
NOT LIMITED TO, THE IMPLIED WARRANTIES OF MERCHANTABILITY
AND FITNESS FOR A PARTICULAR PURPOSE ARE DISCLAIMED. IN NO
EVENT SHALL THE COPYRIGHT HOLDER OR CONTRIBUTORS BE LIABLE
FOR ANY DIRECT, INDIRECT, INCIDENTAL, SPECIAL, EXEMPLARY, OR
CONSEQUENTIAL DAMAGES (INCLUDING, BUT NOT LIMITED TO,
PROCUREMENT OF SUBSTITUTE GOODS OR SERVICES; LOSS OF USE,
DATA, OR PROFITS; OR BUSINESS INTERRUPTION) HOWEVER CAUSED
AND ON ANY THEORY OF LIABILITY, WHETHER IN CONTRACT, STRICT
LIABILITY, OR TORT (INCLUDING NEGLIGENCE OR OTHERWISE) ARISING
IN ANY WAY OUT OF THE USE OF THIS SOFTWARE, EVEN IF ADVISED OF
THE POSSIBILITY OF SUCH DAMAGE.
* OpenSSL is only used as part of the Screen Share feature, which is not
available in the Communicator for iPhone.
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