Bicom Systems gloCOM User Manual

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gloCOM User Manual | Manualzz

gloCOM User Manual

gloCOM User Manual

Published November 2008

Copyright © 2003, 2004, 2005, 2006, 2007, 2008 Bicom Systems

Table of Contents

Introduction ............................................................................................................................................vi

1. Overivew ............................................................................................................................................ 7

2. System Requirements ....................................................................................................................... 14

3. Installation ........................................................................................................................................ 15

Welcome ...................................................................................................................................... 15

License Agreement ....................................................................................................................... 15

User Information ........................................................................................................................... 16

Installation Folder ......................................................................................................................... 17

Shortcut Folder ............................................................................................................................. 18

Read To Install ............................................................................................................................. 19

Installation In Progress .................................................................................................................. 20

Installation Successful ................................................................................................................... 21

4. Starting and Sign In ........................................................................................................................... 23

Registration .................................................................................................................................. 23

Configure gloCOM ........................................................................................................................ 23

Load config file ..................................................................................................................... 23

Manual configuration ............................................................................................................. 25

Signing In ..................................................................................................................................... 28

5. Using Guide ...................................................................................................................................... 30

Sign In ......................................................................................................................................... 30

Main ............................................................................................................................................ 31

Softphone ............................................................................................................................ 32

Toolbar ................................................................................................................................ 35

Destinations ......................................................................................................................... 40

Menu ................................................................................................................................... 63

Settings ........................................................................................................................................ 86

General ................................................................................................................................ 86

Service Providers ................................................................................................................. 90

Contacts .............................................................................................................................. 98

Phone ................................................................................................................................ 102

Chat ................................................................................................................................... 104

Sounds .............................................................................................................................. 104

Network ............................................................................................................................. 106

Session .............................................................................................................................. 108

Instant Messaging ....................................................................................................................... 109

Voice Conference ............................................................................................................... 111

iv

List of Tables

1.1. Editions ........................................................................................................................................... 7

4.1. Manual config ................................................................................................................................ 27

5.1. Sign In window ............................................................................................................................... 31

5.2. ...................................................................................................................................................... 33

5.3. ...................................................................................................................................................... 35

5.4. ...................................................................................................................................................... 37

5.5. ...................................................................................................................................................... 39

5.6. ...................................................................................................................................................... 44

5.7. ...................................................................................................................................................... 45

5.8. ...................................................................................................................................................... 47

5.9. ...................................................................................................................................................... 47

5.10. .................................................................................................................................................... 48

5.11. .................................................................................................................................................... 49

5.12. .................................................................................................................................................... 50

5.13. .................................................................................................................................................... 51

5.14. .................................................................................................................................................... 52

5.15. .................................................................................................................................................... 54

5.16. .................................................................................................................................................... 55

5.17. .................................................................................................................................................... 58

5.18. .................................................................................................................................................... 59

5.19. .................................................................................................................................................... 62

5.20. .................................................................................................................................................... 65

5.21. .................................................................................................................................................... 67

5.22. .................................................................................................................................................... 69

5.23. .................................................................................................................................................... 87

5.24. .................................................................................................................................................... 88

5.25. .................................................................................................................................................... 90

5.26. .................................................................................................................................................... 92

5.27. .................................................................................................................................................... 93

5.28. .................................................................................................................................................... 93

5.29. .................................................................................................................................................... 96

5.30. .................................................................................................................................................... 98

5.31. .................................................................................................................................................... 99

5.32. .................................................................................................................................................. 100

5.33. .................................................................................................................................................. 103

5.34. .................................................................................................................................................. 110

v

Introduction

gloCOM is a global communications product that allows placing calls with single mouse click, chat, system real time monitoring, managing system calls and much more.

vi

Chapter 1. Overivew

Available functions in different gloCOM editions are listed below:

Table 1.1. Editions

Features Description

Phone Accounts gloCOM supports unlimited number of phone accounts per server or service provider.

Phone Lines

gloCOM is designed to support up to 32 lines.

Auto Answer

Voicemail

Button

Custom Ring

Tone

gloCOM can be set to automatically answers all incoming calls.

No need to know voicemail access code e.g. *123, instead user just presses the voicemail button.

Use your own ring tone with gloCOM.

On Hold/Resume Hold or resume calls with a single click.

Redial

Use redial button to dial last or last

10 dialed number(s).

Speed Dial

Voice Codecs

Allows you to create your own personal speed dial list.

Currently available voice codecs (ulaw, alaw, gsm, speex, ilbc)

Echo

Cancellation

Blind and

Attended transfer

Minimize echo issues while on a call.

Features allowing call transfer by attended or blind

Free

1

Enterprise

Softphone

2(L)

Call Centre

2(L)

2

No

Yes

Yes

Yes

Yes

Yes

Yes

Yes

Yes

4

Yes

Yes

Yes

Yes

Yes

Yes

Yes

Yes

Yes

4

Yes

Yes

Yes

Yes

Yes

Yes

Yes

Yes

Yes

7

OEM

3(L)

4(L)

Yes

Yes

Yes

Yes

Yes

Yes

Yes

Yes

Yes

Overivew

Features

Adaptive Jitter

Buffer

Description

methods.

Adaptive jitter buffer helps to maintain call quality should network experience jitter delays.

Free

Yes

Enterprise

Yes

Easy Account

Import

Instant

Recording

Audio tuning wizard

gloCOM has an easy to use account import facility. It also registers automatically to the server(s) after your system starts.

Start to record ongoing conversation at any time with a single click.

Test and tune your audio device settings with

Audio Tuning

Wizard to best fit your needs.

Missed calls display

Call History

Number of missed incoming phone calls is displayed on phone's display, click on it to see details about caller(s).

Dialed, answered and missed calls reports.

Browsers integration

Select a phone number with your mouse while you browse the web and make a call with gloCOM.

This feature is available with

Internet Explorer and Firefox.

Call parking

Easily park an incoming call for later reconnect with original caller.

Call monitoring

Listen other users conversation in real time.

General Application Features

Yes Yes

No

Yes

Yes

Yes

No

No

No

Yes

Yes

Yes

Yes

Yes

Yes

Yes

8

Call Centre

Yes

Yes

Yes

Yes

Yes

Yes

Yes

Yes

Yes

OEM

Yes

Yes

Yes

Yes

Yes

Yes

Yes

Yes

Yes

Features

Call from external phones

MS Outlook

Dialing

Email Dialing

Description

This feature allows gloCOM to initiate a call from any external phones.

Right click any

MS Outlook contact, and let gloCOM call that contact.

Right click any received email and select gloCOM to make a call to that contact.

Call notification pop-up window

Drag & drop actions

gloCOM let's you know showing a small pop-up details about different ongoing events, your contact signing in and out, incoming call, chat request, when your contacts joins or leaves the conference room etc… gloCOM allows you to perform a drag and drop actions in various situations like: inviting a contact to a conference, transferring a call

, parking a call etc…

Keyboard shortcuts

Various keyboard shortcuts are available for users with a such preference performing application actions.

Number paste

Copy a phone number as text from other application, paste it into a phone display and gloCOM will dial that phone number.

Multiple sessions

With multiple sessions user can

Free

No

Overivew

Enterprise

Yes

Call Centre

Yes

Yes

Yes

Yes

Yes

Yes

Yes

No

Yes

Yes

Yes

Yes

Yes

Yes

No

Yes

Yes

Yes

Yes

Yes

Yes

No

9

OEM

Yes

Yes

Yes

Yes

Yes

Yes

Yes

Yes

Features Description

have "Work",

"Home” etc sessions… completely independent of each other.

Presence display

From user list you can choose to show users with specific presence status. Currently available statuses are: online, offline, on phone, busy, not available.

Online Self Care Online self care allows users administration of their system account.

Service providers

Allows user to connect to multiple servers at the same time

System calls

Backup/Restore Backup and restore all accounts and other personal settings.

API

Allows viewing, ending and transferring of live system calls.

Most of gloCOM features are are available in API allowing creation of third party

CRM and softphone systems.

Bluetooth headset

Any bluetooth headset properly recognized by operating system can be used by gloCOM as speaker/microphone.

DECT headset

gloCOM currently supports

Plantronics USB

CS61 VoIP USB

DECT headset featuring excellent call quality.

Command line

CLD feature

Free

Yes

Yes

1

No

No

No

Yes

Yes

Yes

Overivew

Enterprise

Yes

Yes

1

No

Yes

No

Yes

Yes

Yes

10

Call Centre

Yes

Yes

1

No

Yes

No

Yes

Yes

Yes

OEM

Yes

Yes

Yes

Yes

Yes

Yes

1(L)

Yes

Yes

Features dialing

Description

allowing to perform dialing using operating system command line.

URL pop-up window

On incoming call event, this feature bring up a browser window to a specific URL.

CRM integration gloCOM can integrate with almost any CRM.

Please enquire for details.

Conferences monitoring & barging

Conference monitoring/barging allows authorized user to listen and talk into many conferences at some time.

View conference participants

Selecting a conference allows viewing its current participants.

Kick out/mute

Authorized users facility to mute/unmute and

"kick" conference participants.

Conferences scheduling

Conference admin facility to schedule date/time of a conference informing participants of the details by email.

Conference direct invite

PSTN number invite

Clicking on conference allows invitation of any user into that conference.

A nice facility to invite

(immediately call) any PSTN number into any conference.

Instant messaging conference invite

Allows users to be invited into conference by sending an instant message.

Free

Overivew

Enterprise

No

No

No

No

No

No

No

No

No

Optional

Conferencing

Yes

Yes

Yes

Yes

Yes

Yes

Yes

Yes

Instant Messaging

11

Call Centre

Yes

Optional

Yes

Yes

Yes

Yes

Yes

Yes

Yes

OEM

Yes

Optional

Yes

Yes

Yes

Yes

Yes

Yes

Yes

Features

Group

Announce

Message

Description

Sending instant message to a number of users with a single click.

This is a great feature for any type of group announcement.

Fonts customization

Instant messaging group chat

Personal message

Let's you ignore other parties font types by allowing you to define your own type.

Invite a group of users into a chat with moderator permissions.

SSL encryption

All instant messages sent between users are SSL encrypted.

Instant messaging client

gloCOM is fully featured instant messaging client allowing user to user or group chat.

Client info

Drag your mouse over a contact to see name, extension, phone and jabber status.

Enter your personal message, other contact will be able to see it.

Debug information

Network statistics

Full asterisk debug information.

Get a preview of current network statistics.

Diagnostics log

Shows diagnostics logs for further issue tracking.

Queues Real

Time Display

RTD shows all system queues, its agents, current calls, waiting time etc.

Agent actions

Login, Logout,

Free

No

Overivew

Enterprise

Yes

Call Centre

Yes

Yes

Yes

Yes

Yes

No

Yes

No

Yes

Yes

No

No

Yes

Yes

Yes

Yes

No

Yes

Debug

No(L)

Yes

Yes

Call Centre Features

No

No

Yes

Yes

Yes

Yes

No

Yes

No(L)

Yes

Yes

Yes

Yes

12

OEM

Yes

Yes

Yes

Yes

Yes

Yes

Yes

No(L)

Yes

Yes

Yes

Yes

Features Description

Pause/Unpause agents from one or more queues.

Queue / Agent

Display all system queues with ability to add members/agents.

Quality of service

Protocol headers allowing setting quality of services tags.

Queue URL pop-up

Just before agent is called by a customer waiting in a queue, this feature opens an

URL to agent displaying customers data.

Send/Recive

Fax(es)

Fax printer wizard

Send and receive faxes with gloCOM.

Helps you to setup a printer so your incoming faxes can be printed.

Free

Overivew

Enterprise Call Centre

No

No

No

No

No

Faxing

No

No

No

Yes

Yes

Yes

Yes

Yes

Yes

Yes

Tip

Fields marked with (L) are set in gloCOM license.

OEM

Yes

Yes

Yes

Yes

Yes

13

Chapter 2. System Requirements

Minumum System Requirements:

OS: Microsoft Windows Operating System 2000/XP/Vista

PC: Pentium III / 800MHz or higher

HDD: 30 MB of free hard disk space.

Network: Internet (Dialup or faster) and/or Local Area Network (LAN)

14

Chapter 3. Installation

Welcome

Welcome window starts the installation process. Click 'Next' to proceed with the installation or 'Cancel' to exit the installation wizard.

License Agreement

Read the license agreement and select 'I agree...' if you accept 'License Agreement'. Click 'Next' to proceed with the installation or 'Cancel' to exit the installation wizard.

15

Installation

User Information

User Information window prompts for 'User' and 'Company' name for gloCOM installation and registration. Provide required details and click 'Next' to proceed with the installation or 'Cancel' to exit the installation wizard.

16

Installation

Installation Folder

Installation Folder window sets the default location where gloCOM installation will reside. By default 'C:\Program

Files\Bicom Systems\gloCOM' is offered. To select different location click on 'Change...' button. When done, click

'Next' to proceed with the installation or 'Cancel' to exit the installation wizard.

17

Installation

Shortcut Folder

Shortcut Folder window sets the way new gloCOM shortcut will be displayed under Windows 'Start' menu. Select preferred shortcut under 'Shortcut Folder' select box and click 'Next' to proceed with the installation or 'Cancel' to exit the installation wizard.

18

Installation

Read To Install

Ready to Install window summarizes the Installation wizard steps and displays all selected options. If you agree with these click 'Next' to proceed with the installation or 'Cancel' to exit the installation wizard.

19

Installation

Installation In Progress

Installing gloCOM window shows installation in progress. It takes about 10 seconds to install gloCOM files on a machine with XP operating system, Pentium CPU 3.0 GHz and 1GB of RAM.

20

Installation

Installation Successful

Installation Successful window is displayed after the installation is complete. Click 'Finish' to exit the Installation wizard.

21

Installation

22

Chapter 4. Starting and Sign In

Start gloCOM 'Start: All Programs: Bicom Systems: gloCOM: gloCOM'

Registration

If you use Enterprise, Call centre or OEM edition you need to enter a registration license.

Please enter your license and click 'Register' to finish registration or 'Cancel' to exit registration.

After you enter a correct and valid license you will see the following dialog box. To continue click 'OK'.

Configure gloCOM

After successful registration of gloCOM, you will need to configure it.

Load config file

Locate your configuration file which was sent in the e-mail for your PBXware account.

23

Starting and Sign In

After loading of the configuration file you will get a new window with PBXware account details and the possibility to enter the name of Service Provider and the name of the Session. To complete the import of configuration click 'OK' or 'Cancel' to exit.

24

Starting and Sign In

Manual configuration

If for some reason automatic configuration is skipped click on Tools->Settings->Service Providers and click 'Add'.

25

Starting and Sign In

You will now enter your PBXware account details.

26

Starting and Sign In

Table 4.1. Manual config

Field

Save this Service

Provider as:

Server Hostname/IP

Address:

Username:

Password:

Jabber resource:

Description

Name of the Service

Provider.

Server Hostname or IP address of the PBXware server where you want to connect.

Example

Bicom Systems demo.bicomsystems.com

Username is the extension number on the PBXware that you want to use.

Password is the extension secret code that you need for authorization on the

PBXware.

125

K8dE9sa

Here you can to chose your current location.

Home, Work, etc.

Field Type

[a-z][0-9]

[a-z][0-9][.]

[0-9]

[a-z][0-9]

Select box

27

Starting and Sign In

Note

Account details and configuration file was sent by e-mail from your PBXware Administrator.

Signing In

Sign In window. Select your 'Status' and 'Session' and click on 'Sign In' button.

28

Starting and Sign In

Note

Sessions are available only in OEM Edition.

29

Chapter 5. Using Guide

Sign In

30

Using Guide

Table 5.1. Sign In window

Field

Status:

Session

Description Example

Select your status Online, Offline, Away or

Busy

If you are using OEM

Edition, you can choose the session you want to use.

125

Create new Session

Edit Session

Remove Session

By clicking this link you will be able to create a new

Session.

By clicking this link you will be able to edit existing session.

By clicking this link you will be able to remove the existing session.

Sign me in automatically

When this option is turned on, gloCOM will sign in automatically. Every time gloCOM is started it will automatically sign in.

Sign In

Create Password

By pressing this button gloCOM will sign in to

PBXware account.

By clicking on this link you will be able to create a password for gloCOM.

On/Off

Field Type

Select box

Select box

Button

Button

Button

Check box

Button

Button

Main

After you signed in, you can make calls and use gloCOM. This is the default gloCOM window.

31

Using Guide

Softphone

32

Using Guide

Table 5.2.

Description

Mute speaker during active call on a single or all lines.

Mute microphone during active call on a single or all lines.

Set custom speed dial codes.

Example

Once in conversation, click this button and select 'This line' to mute speaker on active line, or select a line number you wish to mute.

Field Type

Button

Once in conversation, click this button and select 'This line' to mute microphone on active line, or select a line number you wish to mute.

Button

Once a short code is dialed, gloCOM will dial assigned number (a proper phone 121255510204 for example). Note that speed

Button

33

Missed Calls (*)

Using Guide

Description

Automatically accept any incoming call.

Record calls locally

Record calls on the

PBXware server

Example

dial requires a prefix (e.g. *) which is required to be dialed before a short code

(e.g. *1 => 121255510204).

Field Type

With this option enabled, anyone calling your gloCOM extension will be automatically transferred to a speakerphone.

If you want to record a call locally, click on this button.

Default location of the recorded calls is My

Documents > gloCOM Call

Recordings.

During a call you can activate call recording by clicking this button.

Button

Button

Button

Button

Missed Calls (number of missed calls)

Dials entered phone number.

By clicking on this link you will get a new window with all Missed Calls.

Button

Button

Clear typed number.

Redial last number.

If clicked once it will clear only the last digit typed, or if hold for a couple of seconds, it will delete all typed digits on the screen.

Button

Click on this button in order to redial the last number.

Button

Answers incoming call.

Rejects incoming call.

Transfer incoming call.

Hangup answered call.

Voicemail signal.

When new call is ringing, a click on this button will answer the call.

Button

When new call is ringing, a click on this button will reject the call.

Button

When new call is ringing, click on this button will transfer the incoming call.

Choice between supervised, blind transfer and call parking is available.

To finish a call simply click on this button.

Button

Button

34

When new voicemail message is available, this button will flash. Click on it in order to check your voice mail.

Button

Using Guide

MIC

Keypad

SPK

Description

Microphone volume.

Keypad buttons.

Speaker volume.

Line indicator.

Toolbar

This is the Toolbar and here we have most used features.

Example

Adjust the microphone volume by moving the slider up or down.

Used for entering phone numbers, or simply type them on the keyboard.

Adjust the speaker volume by moving the slider up or down.

When line is active or busy it will be marked with red.

When call is active, it can be put on hold by clicking on active line.

Field Type

Button

Button

Button

Button

Table 5.3.

Online

Description

User avatar is a user defined image, which is shown in your chat conversations.

User Status

Sign out

Example

Online, Offline, Busy or

Away

Field type

Button-Image

Button

Allows user to send a message as an announcement or to send an invitation into conference.

Opens 'Active File Transfer' window showing gloCOM ongoing file transfers.

Opens 'Find Contact' window to search for contacts.

Opens 'Settings' window.

Button

Button

Button

Button

35

Send Message

Using Guide

Description

Opens gloCOM 'About' window which provides more information about the software running (build, revision version).

Example Field type

Button

36

Table 5.4.

Message to send:

Active File Transfer

Using Guide

Description

Type in announcement you want to send to selected contacts.

Use 'search' to find a user in the large user list.

Field Type

[a-z][0-9]

[a-z] [0-9]

Click on 'Select All' button to select all users from the list.

Button

Click on 'Deselect All' button to deselect all users from the list that you have already selected.

If you have previously used 'search' to find a user, clicking on this button will show all users again.

Button

Button

37

Using Guide

Find Contact

38

Using Guide

Table 5.5.

Contact Name

Description Field Type

A keyword to search for. Provide a full or partial contact's name and click on 'Search' button to display the

[a-z]

39

Using Guide

Search

Display All

Close

Right-click options

Description Field Type

matches.

Search contacts. Provide a full or partial contact's name under 'Contact

Name' field and click on this button to display the matches.

Button

Displays all contacts. After any search, only matching items will be displayed. Click this button to view all contacts again.

Button

Closes the 'Find Contact' window.

Click on this button to close this window.

Button

Button

At any time you can right-click on a contact. The following actions will be displayed.

Call: Place a call

Chat: Chat with contact

Call Monitoring: Monitor calls made by a contact

Message History: View your conversation history with the contact

Destinations

gloCOM can place a call to any system destination, for example extension, queues, conference, ivr, voicemail, system calls, parking.

40

Using Guide

Users

Users tab displays available extensions.

41

Using Guide

Calls can be placed by drag and drop motion from one extension to another, or directly from phone display to extension for example. A right click on contact name is available as well and offers more possible actions regarding selected extension.

This way user can:

• Make a call from gloCOM

• Chat

• Send File

• Send an email

• Invite into conference

• Monitor calls

• See more information about user

• See in which conferences user is taking part

42

Conferences

Using Guide

43

Using Guide

Table 5.6.

Schedule

Description Field type

Select any available system user from the list on the right and click this button to schedule a Conference conversation for user.

Button

The following window is displayed once 'Schedule' button is clicked. All details provided here will be sent on email assigned for selected User/Extension after 'Send invitation' button is clicked.

44

Using Guide

This tab displays all scheduled Conference.

Table 5.7.

Edit

Cancel

Descriptions

Edit scheduled Conferences. Select one of the scheduled Conference conversations and click this button to edit its details. All parties involved will receive a notification email about the edited details

Cancel scheduled Conferences.

Select one of the scheduled

Conference conversations and click this button to cancel the Conference.

All parties involved will receive a notification email about the cancellation

Field type

Button

Button

The following window is displayed when editing a scheduled conference. 'Name' and 'Conference' details cannot be changed but 'Date', 'Time' and invited 'Users' can. Modify settings to suit your needs and click on 'OK' button to confirm the changes.

45

Using Guide

Existing Conferences

Existing Conferences. Please note that yellow marked conference 'Sales : 400 - 2' is the one which is selected.

Invite Users

46

Table 5.8.

Using Guide

Description

Conference moderator is allowed to invite other users into a conference.

Click on 'Invite Users' button in order to open 'Select Users' window.

Field type

Button

Table 5.9.

Description

You don't find the user you are looking for, use 'search' to find him.

Enter into search field user 'first name' or user 'extension number' and click on 'Search' button.

Field type

[a-z] [0-9]

47

Using Guide

Description

Click on 'Select All' button to select all users from the list.

Field type

Button

Click on 'Deselect All' button to deselect all users from the list that you have already selected.

If you have previously used 'search' to find a user, and you want to show all users again, click on 'Show All

Users'.

Button

Button

Invite PSTN Number

Table 5.10.

Description

gloCOM user can invite a PSTN number into the conference. Click on

'Invite PSTN number", enter a PSTN number then click on okay.

Field type

Button

Enter a PSTN number and click on 'OK' button.

Inviting please wait... window let's you know that inviting is in progress.

Invitation completed successful window. Click on 'OK' button to close this window.

48

Using Guide

Set Permissions

Table 5.11.

Description Field type

As the conference admin, allow another user/extension to access the conference, as a user, admin or moderator. gloCOM extension has admin privileges for conference 'Main

2000'. Click on 'Set permissions' button select a conference where you have admin privileges, then select an extension on the right side from user list.

Button

Select Users window allows you to select which user(s) will access the conference as a user, admin or moderator.

49

Using Guide

Table 5.12.

Description

You don't find the user you are looking for, use 'search' to find him.

Enter into search field user 'first name' or user 'extension number' and click on 'Search' button.

Click on 'Select All' button to select all users from the list.

Field Type

[a-z] [0-9]

Button

Click on 'Deselect All' button to deselect all users from the list that you have already selected.

Button

If you have previously used 'search' to find a user, you'll notice that as a result you'll get displayed no user at all, one or more users. Now if you want again to display all user click on

Button

50

Using Guide

Description

'Show All Users'.

Participants

Participants window shows users participating in selected conference.

Field Type

Table 5.13.

Conference Monitoring

Conference Monitoring Window.

Description

Force quit or kick out of the conference any of listed users participating in the selected conference. Select a user with a left click on his name, then click on 'Kick

Out' button in order to kick him out.

Field type

Mute or Unmute any of listed users participating in the selected conference. Select a user with a left click on his name, then click on

'Mute/Unmute' button. Current user stat will be shown in the same line on the right side.

Button

Button

51

Using Guide

Table 5.14.

Description Field type

Stop conference monitoring. Select a conference with a left click on conference name, then click on

'Hangup' button to stop monitoring selected conference.

Button

Start conference monitoring. Click on

'Start Monitoring' button to open a conference select window.

Button

Select conferences window. Click on check box to select a conference you want to monitor, then click on 'OK' button in order to start monitoring.

52

Using Guide

Scheduled Conference

Scheduled Conferences window.

53

Using Guide

Table 5.15.

Description Field type

Schedule a conference. Click on

'Schedule' button, it will open a select users window.

Button

Select Users window. Select one or more users and click on 'OK' button.

54

Using Guide

Table 5.16.

Message to send:

Description

Type in announcement you want to send to selected contacts.

You don't find the user you are looking for, use 'search' to find him.

Enter into search field user 'first name' or user 'extension number' and click on 'Search' button.

Click on 'Select All' button to select all users from the list.

Field Type

[a-z][0-9]

[a-z] [0-9]

Button

Click on 'Deselect All' button to deselect all users from the list that you have already selected.

If you have previously used 'search' to find a user, you'll notice that as a

Button

Button

55

Users

Users window.

Using Guide

Description

result you'll get displayed no user at all, one or more users. Now if you want again to display all user click on

'Show All Users'.

Field Type

Click on 'Edit' button to edit an already scheduled conference in order to change conference settings.

Click on 'Cancel' button in order to cancel an already scheduled conference.

Button

Button

Calls can be placed by drag and drop motion from one extension to another, or directly from phone display to extension for example. A right click on contact name is available as well and offers more possible actions regarding selected extension.

By this way user can:

• Make a call from gloCOM

• Chat

• Send File

• Send an email

• Invite into conference

56

• Monitor calls

• See more information about user

• See in which conferences user is taking part

Using Guide

Queues

Queues tab displays available queues on the systems. And you are able to controle members and agents with it.

57

Using Guide

Table 5.17.

Hide unavailable agents

Description

Click 'Add' button to add a member or agent to a queue.

Field type

Button

Select a member or agent and click

'Remove' to remove them from that queue.

This option is only available for

Agents, and with this option you can login a person as a callback agent.

Button

Button

This option is only available for

Agents, and with this option you can logout a selected agent.

Button

When this option is enabled, all agents that are unavailable will be hiden.

Check box

Add Queue Members

Select wanted extensions and press 'OK' to add it as members to a queue. Or press 'Cancel' to abort and exit this

58

window.

Using Guide

Table 5.18.

Description

You don't find the user you are looking for, use 'search' to find him.Enter into search field user 'first name' or user 'extension number' and click on 'Search' button.

Click on 'Display all' to see all extensions on the system.

Field type

Field & Button

Button

IVRs

IVRs tab displays available IVRs on the system. So that you can call a IVR without that you need to know that number.

59

Using Guide

Voicemail

Voicemail tab displays available voicemail boxes. A call placed directly to a voice boxes allows user to leave a voice message without ever ringing the extension.

60

Using Guide

System Calls

In this tab you can monitor all system calls, and transfer them to your self.

61

Using Guide

Table 5.19.

Description

Click 'Transfer Call' if you went to

62

Field type

Button

Using Guide

Description

transfer a live call to your extension.

Field type

Please choose who do you went to trasfer:

Select who you went to transfer.

Please choose destination number:

Select the destination of the transfered call.

Select box

Select box

Call Parking

Parking tab displays all parked calls. When call is parked, it can be picked up by gloCOM by right-clicking it and selecting gloCOM or monitored extension to pick it up. Parked call can be also picked up by dialing parked extension number directly from gloCOM or any UAD (701 for example).

Menu

File

63

Using Guide

64

Using Guide

Table 5.20.

Sign In

Sign Out

Import IAX Account...

Restore From File...

Backup To File...

Reconnect to Server(s)

Exit

View

Descriptions

Signs in user.

Signs out user.

Import gloCOM configuration file which you received in a mail from

PBXware.

Restore configuration from backup file.

Backup configuration to a file.

Reconnects gloCOM to server(s) if the connection has failed.

Log out of active connection(s) and exit gloCOM.

Field type

Menu item

Menu item

Menu item

Menu item

Menu item

Menu item

Menu item

65

Using Guide

66

Table 5.21.

Show toolbar

Users

Using Guide

Descriptions

This option hides/displays the

TeamX-com toolbar from the main window.

Field type

Menu item

This option filters users displayed under 'Users' tab. Available options:

Menu item

Show All Users

Show Users Available on IM (Instant

Messenger)

Show Users Available on both IM and Phone

Show Users Available on both IM or

Phone

Contacts

67

Using Guide

68

Using Guide

Table 5.22.

Find Contact...

Chat History

Reload Outlook Contacts

Descriptions

Find a contact in your contact list.

View your chat logs.

Field type

Menu item

Menu item

Reloads Outlook contacts and stores them in gloCOM database.

Menu item

Restore Deleted Outlook Contacts If you deleted some contacts, this option will restore them from Outlook and show them in gloCOM.

Menu item

Tools

Tools to configure your gloCOM settings.

69

Using Guide

Audio Tuning Wizard

70

Using Guide

Audio Tuning Wizard is used to configure your audio devices for gloCOM.

Step I-(Welcome)

This is the Welcome screen and to continue click 'Next' or 'Cancel' to exit.

Step II-(Playback/Recording)

On this screen you can choose which audio device you went to use for Playback and Recording.

71

Using Guide

Step III-(Speaker Volume)

Here we can to adjust speaker volume and test it.

72

Using Guide

Step IV-(Microphone Volume)

Here we can to adjust microphone volume and test it.

73

Using Guide

Step V-(Internet Connection Speed)

Choose your internet connection speed.

74

Using Guide

Step VI-(Finish)

This is the finish screen and when you arive to it press 'Finish' to complete or 'Cancel' to exit.

75

Using Guide

Fax Printer Wizard

Active File Transfers

In this window you can see all active file transfers.

76

Using Guide

Enhanced Serivices

Here can a users control his accounts like changing PIN's, overview of Voicemail and CDR records.

77

Using Guide

Network

Network Statistics

Network Statistics shows you all information about current calls.

78

Using Guide

IAX Debug

IAX Debug informations

79

Using Guide

History

Phone and FAX History

80

Using Guide

Phone

Here you can find the phone history for missed, recieved and placed calls.

81

Using Guide

FAX

Here you can see the FAX history.

82

Using Guide

Help

83

Using Guide

Update license

84

Check for Updates

Using Guide

About

85

Settings

General

General

Using Guide

86

Using Guide

Table 5.23.

Launch when Windows starts

Check for updates and notify me every *180* minutes

Save logs to file:

Always on top

Description Field type

This option will automatically start and launch gloCOM every time when

Windows starts.

Check box

This option will automatically check for gloCOM updates and notify if there is one. You can define how often should it check (example: every

180 minutes).

Check box

When this option is enabled, gloCOM will save all logs into a file. The file can be saved on every location, by default that location is C:\Program

Files\Bicom Systems\gloCOM\Log.txt

Check box

If this option is enabled gloCOM will always be on top of the desktop.

Check box

87

Alerts and Sounds

Using Guide

Table 5.24.

Popup window delay:

Show popup window for incoming calls

Show popup window for chat events

Description

Here you define how long in seconds should the popup be displayed.

Field type

[0-9]

When this option is enabled every time you get an incoming call a popup window will be displayed.

When this option is enabled every chat event will get user notified in a popup window.

Check box

Check box

Show notification window when contacts come online

Every time when a contact comes online user will get popup notification window.

Show notofication window when

Every time one of the paticipants

Check box

Check box

88

Using Guide

user joins or leaves the conference room

Show popup window for incoming

Faxes

Sounds: Events

Sound files:

Description Field type

joins or leaves a conferece room that event will be displayed in a popup window.

When a new fax is received notification will be displayed in a popup window.

Check box

Check box Here you can choose sound you want to use.

If you select one of the sounds in

Sounds: Events this field will be enabled and you can chose the sound.

Browse

CRM Popup

89

Using Guide

Table 5.25.

Automatic popup on incoming calls

URL:

Description Field type

Choose the action on which you want to show the popup.

Selcet box

Enter your URL of CRM with using macros like %CALLERID,

%EXTENSION% or

%DATE_TIME%.

[a-z][0-9]

Browser integration

Allows you to use glocom in browser and e-mail client to make calls.

Service Providers

90

Using Guide

Service Providers Settings

91

Using Guide

Table 5.26.

Field

Save this Service

Provider as:

Server Hostname/IP

Address:

Description

Name of the Service

Provider.

Server Hostname or IP address of the PBXware server where you want to connect.

Example

Bicom Systems

Field Type

[a-z][0-9] demo.bicomsystems.com

[a-z][0-9][.]

92

Field

Username:

Password:

Jabber resource:

General

Using Guide

Description Example

Username is the extension number on the PBXware that you want to use.

Password is the extensions secret code that you need for authorization on the

PBXware.

125

K8dE9sa

Here you can to chose your current location.

Home, Work, etc.

Field Type

[0-9]

[a-z][0-9]

Select box

Table 5.27.

Description

Display all users from the server:

If this option is enebled you will see all users in the users tab in main window. Otherwise you can filter it.

Enable this service provider

Enables service provider

Field Type

Check box

Check box

Network Configuration

Table 5.28.

93

Manager port:

PBXware deamon port:

Jabber port:

Phone Accounts

Using Guide

Description

The port of Asterisk Manager.

Default 5037.

PBXware deamon port. Default

10001.

Field Type

[0-9]

[0-9]

Jabber (Instant Messaging client) port. Default is 5222, or you could enable 'Look up Jabber port via DNS

SVR' for automatic configuration.

[0-9]

94

Using Guide

Add/Edit Phone Account

95

Using Guide

Table 5.29.

Display name

Extension:

Username:

Password:

Enable

External phone account

Queue Agents

Description

Display name of the extension.

Example: External phone John

Extension number. Example: 140

Username of the extension. In most cases it is the extension number.

Example: 140

Password is the secret of the extension. Example: 45aCs7

Here you can Enable or Disable a phone account.

If you use an external phone you need to enable this option and select phones protocol.

Field Type

[a-z][0-9]

[0-9]

[0-9]

[a-z][0-9]

Check box

Check box

96

Using Guide

Add/Edit

97

Using Guide

Table 5.30.

Agent name:

Agent number:

Contacts

General

Description

Name of the Agent. Example: Jessy

Muller

The Agent number of that user.

Example: 2001

Field Type

[a-z][0-9]

[0-9]

98

Using Guide

Table 5.31.

Sort:

Display options:

Outlook

Description

Sort contacts Ascending,

Descending or Disabled.

Show contacts by type or status.

Field Type

Select box

Select box

99

Using Guide

Table 5.32.

Outlook integration

Enable Outlook Features

Search Outlook contact for incoming calls

Display new contact windows for unknown incoming calls

Hide Outlook contacts without phone number

Description

This option allows you to make calls with gloCOM from Outlook.

This option will allow gloCOM to use

Outlook.

Field Type

Check box

Check box

Every incoming call will be searched in outlook and if it exist there details will be displayed.

If a incoming call is unknown gloCOM will open a new contact window from Outlook so that you can create this contact.

Check box

Check box

This option will hide all Outlook contacts that hadn't phone number in gloCOM.

Check box

100

Using Guide

Enable Exchange Server integration

Mail profile

Reload Outlook contacts every:

Description

With this option you can enable

Exchange server integration so that gloCOM can use his datebase of contacts.

Here you select the mail profile that you want to use.

Time that will be used for reload of

Outlook contacts.

Field Type

Check box

Select box

[0-9]

Outlook Rules

Every time you chancge some settings you need to click on 'Update database'. So that this changes can affect.

Add/Edit

101

Using Guide

'Number that starts with:' enter number that you went to change with 'Repleace with:'. Example: You have all contacts with UK national code '0044' and you need that contacts in UK so you went to change it with '0'.

004412345678 - 012345678.

Phone

102

Using Guide

Table 5.33.

UDP Port:

Clear digits time value:

Show DNIS:

Strip dial characters:

Check for Voicemail

Description

Select your UDP Port. If you choose

'Use dynamically assigned port' the gloCOM will use the first free local port. Or if you use 'Bind to the specified port' you will be able to enter your port.

How long to hold the Clear button in dialer, to clear the whole number.

Show Dialled Number Information

Service

In this field you can enter characters that you went to stripe while dialling.

When this option is enabled gloCOM will check for new voicemails automatically.

Field Type

Select box

[0-9]

Check box

[-{}[]/()]

Check box

103

Using Guide

Animate Voicemail button when there are new messages

Blink duration:

Recorded Calls Location

Description Field Type

Every time you get a new voicemail, the voicemail button will blink.

Here you define how long should the voicemail button blink if there is a new voicemail. If you choose

'Limited' you will be abel to enter the time in minutes.

Check box

Select box

Select a location on your PC where you went to save you call recordings.

Browse

Chat

Here are you chat (Instant Messages) settings. Tabs, chat history location and fonts.

Sounds

104

Using Guide

General

In this window you can choose audio devices that you want to use. For Playback, Recording and Ringing.

Codecs

Select codecs you want to use and tweak advanced Speex options.

105

Using Guide

Network

General

Choose your 'Connection Type' and set your 'Connection timeout'.

106

Using Guide

Quality of Service

The goal of Quality of Service is to provide preferential treatment to certain subsets of data, enabling that data to traverse the traditionally best-effort Internet or internet with higher quality transmission.

107

Using Guide

Session

Add, Edit or Delete sessions.

108

Using Guide

Instant Messaging

109

Using Guide

Table 5.34.

Description

Select an Emoticon you want to send.

Field Type

Button

Select fonts 'My Font' and/or 'Other

Party Font'. And change them in your favorite.

Button

Send files to others.

Button

110

Voice Conference

Using Guide

Description Field Type

Invite others to a Voice Conference during a chat.

Button

'Select Conference' and enter message to send or leave empty to send default message.

111

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Key Features

  • Place calls with single mouse click
  • Chat
  • System real time monitoring
  • System call management

Related manuals

Frequently Answers and Questions

What is gloCOM?
gloCOM is a global communications product that allows placing calls with single mouse click, chat, system real time monitoring, managing system calls and much more.
What are the system requirements for gloCOM?
gloCOM requires Microsoft Windows Operating System 2000/XP/Vista, a Pentium III / 800MHz or higher processor, 30 MB of free hard disk space, and Internet (Dialup or faster) and/or Local Area Network (LAN) connection.
How do I install gloCOM?
The installation process involves following the wizard steps, including accepting the License Agreement, providing User and Company information, selecting installation folder and shortcut folder, and confirming settings before installing the software.
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