OfficeSuite® OfficeSuite Mobile
Softphone v 3.4 User Guide (Android®
Edition)
Google®, Nexus One®, and Android® are trademarks of Google Inc. DROID® is a trademark of Lucasfilm Ltd.
and its related companies. HTC EVO® and HTC Desire® are trademarks of HTC Corporation. SILK® is a
registered trademark of Skype Inc. XPERIA® is a trademark of Sony Ericsson Mobile Communications AB.
All other trademarks are the trademarks of their respective owners.
Contents
1 About OfficeSuite® Smart Extension ......................................................................................................... 3
2 Configuring OfficeSuite® Smart Extension.................................................................................................. 5
3 Making Phone Calls ................................................................................................................................... 6
3.1 Interaction between OfficeSuite® Mobile Softphone v 3.4 and Native Phone ..................................... 6
3.2 Placing an OfficeSuite® Mobile Softphone v 3.4 Call ........................................................................... 7
3.3 Handling Incoming Calls ...................................................................................................................... 8
3.4 Placing a Second OfficeSuite® Mobile Softphone v 3.4 Call ................................................................. 9
3.5 Handling Established Calls................................................................................................................. 11
3.6 Unattended (Basic) Transfer.............................................................................................................. 12
3.7 Attended Transfer ............................................................................................................................ 13
3.8 Conference Call ................................................................................................................................ 13
3.9 Call Log............................................................................................................................................. 14
3.10 Accessing Voicemail......................................................................................................................... 16
4 Settings................................................................................................................................................... 16
4.1 Account Settings............................................................................................................................... 17
4.2 User Preferences .............................................................................................................................. 17
4.3 Advanced Settings ............................................................................................................................ 19
A Troubleshooting...................................................................................................................................... 19
B Glossary.................................................................................................................................................. 20
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1 About OfficeSuite® Smart Extension
OfficeSuite® Mobile Softphone v 3.4 is an application for the Android® phone. With OfficeSuite® Smart
Extension, you can use the Wi-Fi internet connection on your phone to make and receive calls without using
your mobile data plan. In addition, you can use the mobile data connection for phone calls when you are not in
a Wi-Fi zone.
Standard Telephone Features
OfficeSuite® Mobile Softphone v 3.4 has all the standard telephone features,
including:
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Call display and Voicemail indicator.
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Speakerphone, Mute and Hold.
Call history – list of received, missed and dialed calls.
Call transfer.
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Three-way audio conference.
Ringtones and contact avatars.
Support for DTMF: the ability to enter numbers to use an auto attendant.
Supported Devices
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HTC Evo™ 4G
HTC Desire™
HTC Desire Z™
HTC Wildfire™
HTC ThunderBolt™
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HTC Aria™
Droid™ Incredible by HTC
Nexus One™
Samsung Epic™ 4G Android Smartphone (SPH-D700)
Samsung Galaxy S i9000
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Samsung Galaxy S Fascinate™ 3G+ (SCH-i500)
Samsung Galaxy S Vibrant™ (GT-i9000)
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Samsung Galaxy S Captivate™ (SGH-i896)
Samsung Galaxy S2™
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DROID™ by Motorola
DROID™ 2 by Motorola
DROID™ X by Motorola
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DROID BIONIC by Motorola
MOTOROLA ATRIX™
MOTOROLA CHARM™
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MOTOROLA MILESTONE™
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Sony Ericsson XPERIA™ X10
Operating System
3
Your device must run on Android® V2.1 or later.
Accessories
The following accessories are supported:
• Headset with microphone: OfficeSuite® Mobile Softphone v 3.4 uses the ear-piece and microphone on the
headset.
•
4
Headphones (no microphone): OfficeSuite® Mobile Softphone v 3.4 uses the ear-piece on the headphone
and the built-in microphone on the Android® phone.
2 Configuring OfficeSuite® Smart
Extension
We strongly recommend that you perform your initial setup from within a “known” network and not in
a network such as an internet cafe.
Setting up your Wi-Fi
1. From the main Android screen, tap Settings > Wireless & networks.
2. Look at the Wi-Fi field:
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•
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If it has a checkmark and a message such as “Connected to MyEnterprise”, then your phone has a WiFi connection. Go to “Set up your Mobile Data Connection”, below.
If it has no checkmark and the line “Turn on Wi-Fi”, then tap the field to turn on Wi-Fi and wait for the
message “Connected to MyEnterprise” to appear.
If the message does not appear, tap Wi-Fi settings (the next field). On the Wi-Fi settings screen, tap the
desired network and complete the popup that appears. The message “Connected” will appear.
You can connect to as many networks as you want. Whenever you move into range of one of these
networks (and assuming you are not already connected elsewhere), you will automatically connect to
that network.
Indicates that there is a Wireless connection
Setting up your Mobile Data Connection
1. From the main Android screen, tap Settings > Wireless & networks.
2. Scroll down and tap Mobile networks.
3. On the Mobile networks screen, make sure:
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Data enabled is On
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Use only 2G networks is Off (in order to enable 3G).
Download the application
1. Access Google® Marketplace and download the OfficeSuite® Smartphone app.
2. Login with the username and password provided by your administrator.
3. From the More tab, select Settings, then User Preferences. Enable or Disable 3G calls depending on your
preference.
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3 Making Phone Calls
3.1 Interaction between OfficeSuite® Mobile
Softphone v 3.4 and Native Phone
Contacts
• OfficeSuite Mobile Softphone v 3.4 uses your contacts saved on your phone. They are continually
synchronized with your native contacts; adding, modifying or deleting a contact from one list updates the
other list.
Placing Calls
• You can place a OfficeSuite Mobile Softphone v 3.4 call so long as you are not already on a native call or
not already on two OfficeSuite Mobile Softphone v 3.4 calls.
•
You can place a native call regardless of the state of Smart Extension.
Incoming Calls
• An incoming OfficeSuite Mobile Softphone v 3.4 call rings on your phone unless you are on a native call
or you are already on two OfficeSuite Mobile Softphone v 3.4 calls. In both these cases, the new
incoming call will go to OfficeSuite Mobile Softphone v 3.4 voicemail instead.
•
Incoming native calls: Being on a OfficeSuite Mobile Softphone v 3.4 call has no impact on your
native phone: native calls will be received in the usual way. Therefore, you should be prepared to
accept or decline a native call.
Established Calls
• If you accept an incoming native call, any live OfficeSuite Mobile Softphone v 3.4 call goes on hold. You
will not be able to take the OfficeSuite Mobile Softphone v 3.4 call off hold until you end the native call.
• You can have up to two OfficeSuite Mobile Softphone v 3.4 calls established at the same time and switch
between them.
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3.2 Placing an OfficeSuite® Mobile Softphone v
3.4 Call
You can place a OfficeSuite Mobile Softphone v 3.4 call unless you are already on a native call or already on two
OfficeSuite Mobile Softphone v 3.4 calls.
Using the Dial Pad
From the Phone screen,
enter the phone number.
Tap
From the Contact List
Tap the Contacts tab at the
bottom of the screen.
Search for the
contact and tap it.
Tap the desired
phone number.
Or tap the Android
menu button and tap
Search. Then you can
enter a name and
search.
Tap.
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3.3 Handling Incoming Calls
If you are on a native call or already on two
OfficeSuite Mobile Softphone v 3.4 calls,
the incoming call does not ring on your
phone: it goes to OfficeSuite Mobile
Softphone v 3.4 voicemail instead.
Tap to accept or
decline the call
When OfficeSuite Mobile Softphone v 3.4 is in the Background
If you receive an incoming call when OfficeSuite Mobile Softphone v 3.4 is in the background, OfficeSuite
Mobile Softphone v 3.4 will automatically come to the foreground so you can handle the call.
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3.4 Placing a Second OfficeSuite® Mobile
Softphone v 3.4 Call
When you are already on one OfficeSuite Mobile Softphone v 3.4 call, you can place a second OfficeSuite
Mobile Softphone v 3.4 call using the dial pad, from your Contact list, or from the Call Log.
Using the Dialpad
Place the call on hold
first, if desired.
Tap add call.
Dial the number of the
second person.
The live call always
appears on top.
Tap add call.
The second call is dialed.
When the call connects, the first call is put on hold.
You are now speaking to the second person.
To switch to the other person, tap Swap.
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From the Contact List
If you want to go back to the
first call, tap the Phone tab.
Place the current
call on hold first,
if desired.
Tap add call.
Tap Contacts.
Find the person and tap.
Tap a desired number.
Tap Call. The second
call is dialed.
When the call connects, the first call is put
on hold. You are now speaking to the
second person.
To switch to the other person, tap Swap.
From the Call Log
Or tap the Phone tab to go
back to the first call.
The button on the left transfers
the call and you will not get to
talk to the second person.
Place the current
call on hold first, if
desired.
Tap add call.
Tap Call Log.
Find the person and tap the
button on the right. The
second call is dialed.
When the call connects, the first call
is put on hold. You are now speaking to the second person.
To switch to the other person, tap Swap.
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3.5 Handling Established Calls
Handling Two OfficeSuite Mobile Softphone v 3.4 Calls
The live call always appears
at the top.
To switch to the other person, tap Swap.
Handling a OfficeSuite Mobile Softphone v 3.4 Call and a Native Call
If you accept an incoming native call, any live OfficeSuite Mobile Softphone v 3.4 call goes on hold.
Use the Android® navigation bar to
switch between calls.
You will not be able to take the OfficeSuite
Mobile Softphone v 3.4 call off hold until
you end the native call.
You cannot start another OfficeSuite
Mobile Softphone v 3.4 call until you end
the native call.
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3.6 Unattended (Basic) Transfer
You can transfer the current OfficeSuite Mobile Softphone v 3.4 call to a second person without first talking to
the second person.
Using the Dialpad
Place the call on
hold, if desired.
Tap add call.
Dial the number of the
person to transfer to.
Tap Transfer.
A call is placed to the
transferee.
This message appears when
the transferee answers.
Or if the transferee declines the
incoming call, the call is
returned to you.
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3.7 Attended Transfer
You can speak to the second person first then transfer the first person to them.
It does not matter which call is live
and which is on hold
Establish two calls
Tap Transfer.
A message appears.
Both calls end on your side.
3.8 Conference Call
When you have two OfficeSuite Mobile Softphone v 3.4 calls established, you can merge the calls into a threeway conference call.
Establish two calls
Tap Merge.
The two calls are merged into a
conference between you and the two
other people.
If desired, you can split the conference
back into two separate calls. The top
call will be the live call.
Tapping End Call ends the conference
and hangs up on both calls.
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3.9 Call Log
Tap the Call Log tab.
Answered incoming call
Missed incoming call
Outgoing call
Tap to call this
person.
Tapping quickly displays
this menu
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Long-tap on a name
displays this menu
Adding a Contact from the Call Log
Quick-tap or
long-tap.
The long-tap menu.
The quick-tap screen.
Tap.
Tap the desired
item.
The contact detail
screen appears.
Tap Save. The
contact is saved
on your native
contacts as well.
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Broadview Networks
3.10 Accessing Voicemail
Incoming calls go to voicemail if:
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OfficeSuite Mobile Softphone v 3.4 is not running.
You are currently on a native call.
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You already have two OfficeSuite Mobile Softphone v 3.4 calls established.
Tap the voicemail icon; the voicemail
number appears in the entry field.
Place the call in the regular way.
4 Settings
Tap More at the bottom of the screen.
More screen
Settings Screen
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Accounts: See the Account Settings section
Settings > User Preferences: the User Preferences section.
Settings > Advanced Settings: See the Advanced Settings section.
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Settings > Logging Preferences. See the Troubleshooting section.
Premium Features: the Premium Features section.
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Broadview Networks
4.1 Account Settings
All the information for the fields on this screen must be supplied by your VoIP service provider.
To change these fields on an existing account, you must first unregister the account.
4.2 User Preferences
Field
Description
Allow Cellular Data
• On (checked): When a Wi-Fi connection is not available, OfficeSuite Mobile
Softphone v 3.4 will attempt to place calls or exchange messages using the mobile
data network. Data charges with your mobile carrier will apply. If you turn this
setting on, we recommend you purchase the G.729 codec (page 45) because it
provides better audio quality on 3G/4G calls.
• Off: When a Wi-Fi connection is not available, you will not be able to place or
receive calls, or exchange messages.
Play Ringtone
On to hear the ringtone.
Vibrate
On to vibrate when you receive a call.
Select Ringtone
Set to the desired ringtone.
Call Intercept
• On: When you make a call using the native Android phone, the call will be
intercepted by OfficeSuite Mobile Softphone v 3.4 and placed using
OfficeSuite Mobile Softphone v 3.4.
• Off: Calls made from the native phone are placed using the native phone. Calls made
from the OfficeSuite Mobile Softphone v 3.4 screens are placed using OfficeSuite
Mobile Softphone v 3.4.
• Prompt: Each time you make a call using the native Android phone, you will be asked
whether you want to place the call via OfficeSuite Mobile Softphone v 3.4 or the
native phone.
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Broadview Networks
Keep Wi-Fi radio awake
Controls whether the Wi-Fi radio stays on when the screen goes dark (phone gets auto
locked).
• On (checked): The Wi-Fi radio stays on, so that when the screen goes dark (1) you
stay logged on via Wi-Fi (as long as you are in your Wi-Fi network) and (2) incoming
calls will use Wi-Fi instead of mobile data. Radio On uses more battery power.
Perhaps choose On if you have a limited data plan.
• Off: The Wi-Fi radio is turned off, so that when the screen goes dark (1) OfficeSuite
Mobile Softphone v 3.4 will re- log in via the mobile data network and (2) incoming
calls will use your mobile data plan. (Unless 3G is not enabled on your phone and/or
in OfficeSuite Mobile Softphone v 3.4, in which case OfficeSuite Mobile Softphone v
3.4 logs out and you will not receive calls as long as the phone is dark.) Radio Off
uses less battery power. Perhaps choose Off if you have an unlimited data plan.
Auto Start on Boot
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On to automatically start and log into OfficeSuite Mobile Softphone v 3.4 when you
start your Android device. Even if OfficeSuite Mobile Softphone v 3.4 was logged out
when you powered off the phone, OfficeSuite Mobile Softphone v 3.4 will start and log
in when the phone starts.
Broadview Networks
4.3 Advanced Settings
When you changed an advanced setting, you may be prompted to apply the changes. In order to apply the
changes, OfficeSuite Mobile Softphone v 3.4 will automatically unregister and reregister all enabled
accounts. This may take a few seconds.
Field
Description
Noise Reduction
When on, OfficeSuite Mobile Softphone v 3.4 attempts to reduce background noise.
Typically on when you are not using a headset, typically off when you are using a
headset.
A Troubleshooting
More Information
•
You can view Frequently Asked Questions at http://m.broadviewnet.com/OfficeSuite/android.asp?q=.
Using OfficeSuite Mobile Softphone v 3.4 Diagnostics
When you have a problem with OfficeSuite Mobile Softphone v 3.4, customer support may ask you to turn on
diagnostics in order to capture information.
1. Go to More > Settings > Logging Preferences and turn on Verbose Logging.
2. Reproduce the problem.
3. When done, go to More > Settings > Logging Preferences and tap Send Log. Once the file has been sent,
you will see a Sending Log Success notification; this notification includes a reference number.
4. Send an email to support@broadviewnet.com with the details of your issue and the reference
number. If sending the file fails, check your Wi-Fi and/or mobile data connectivity.
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Broadview Networks
B Glossary
Android icon
The Android Menu icon, Back icon, Home icon and Search icon are icons (buttons)
that are part of the Android device and may have a different appearance and location
on different Android devices.
DTMF
Dual-tone multi frequency. DTMF is the system that is used in interactive voiceresponse menu systems such as the menu system for accessing voicemail messages.
The DTMF system allows the user to interact with the menu by pressing keys on a
dial pad or keyboard.
ICE
IM
IVR
Interactive Connectivity Establishment. A method for traversing a firewall.
Instant Messaging. A technology that lets users send text messages for near
instantaneous delivery and display on each others’ devices.
A unique number that identifies a computer. Computers on a network use the IP
address communicate with each other.
Interactive Voice Response. IVRs use DTMF.
Media
Native call
Native phone service
PSTN
The audio portion of a call. Compare to “ Signaling”.
A call made using the phone service that comes with the Android phone.
The mobile phone service that comes with the Android phone.
Public Switch Telephone Network. The traditional land-line phone network.
Presence
An instant messaging feature that allows users to share information about their online
status.
Signaling
The information in a call that deals with establishing and controlling the connection,
and managing the network. The non-signaling portion of the call is the Media.
Session Initiation Protocol. The signaling protocol followed by OfficeSuite
Mobile Softphone v 3.4 for handling phone calls.
An account that provides the user the ability to make VoIP phone calls. The account
encapsulates the rules and functions the user can access.
IP address
SIP
SIP account
softphone address
STUN
The address used to connect to a SIP endpoint. In other words, the “phone number”
used in a VoIP phone call. For example, sip:joseph@domainA.com.
Simple Traversal of UDP through a firewall or NAT.
Wi-Fi call
A call made over the Wi-Fi internet. To make a Wi-Fi call, you must be in a Wi-Fi
zone.
XMPP account
An account that provides the user with the ability to send IMs and view other people’s
presence.
A call made over the 3G/4G network. If you start (or receive) a call with an Android
phone when you are not in a Wi-Fi zone, the call will be a 3G/4G call.
3G/4G call
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Broadview Networks
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