Zultys ZAC User Manual

Technical Publications
June 2025
ZAC 9.4 User Manual
Revision 3
Zultys Advanced Communicator (ZAC) 9.4
User Manual
No part of this document may be reproduced or transmitted in any form or by any means, electronic or
mechanical, for any purpose, without the express written permission of Zultys, Inc. Under the law, “reproducing”
includes translating the document’s content into another language or format.
Information in this document is subject to change without notice. Every effort has been made to ensure that the
information in this document is accurate. Zultys, Inc. is not responsible for printing or clerical errors. Any
troubleshooting suggestions or suggestions for resolving common issues included in this document are
recommendations made by Zultys Technical Support team and are not guaranteed to resolve every issue the
reader may encounter.
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1 Contents
GETTING STARTED.................................................................................................... 10
1.1 DESCRIPTION ...................................................................................................... 10
1.2 PC REQUIREMENTS ............................................................................................... 10
1.3 MACINTOSH REQUIREMENTS .................................................................................. 10
1.4 OTHER REQUIREMENTS .......................................................................................... 10
1.5 WHAT’S NEW IN ZAC 9.4....................................................................................... 10
1.6 INSTALLATION ..................................................................................................... 11
1.6.1 PC ....................................................................................................................... 11
1.6.2 MSI INSTALLATION................................................................................................... 13
1.6.3 MACINTOSH ............................................................................................................ 13
2 OPERATION ......................................................................................................... 15
2.1 LOGIN SCREEN ..................................................................................................... 15
2.1.1 SAML SINGLE SIGN ON (SSO) .................................................................................... 16
2.1.2 LOGGING IN CALL GROUPS ......................................................................................... 17
2.2 MAIN SCREEN ...................................................................................................... 19
2.2.1 PRESENCE INDICATOR/SELECTOR ................................................................................. 20
2.2.2 LOCATIONS ............................................................................................................. 21
2.2.3 USER INFORMATION/IMAGE ........................................................................................ 22
2.2.4 BIND AREA ............................................................................................................. 24
2.3 OPTION MENU ..................................................................................................... 25
2.3.1 SETTINGS MENU - APPLICATION ................................................................................... 26
• • General ....................................................................................................................... 26
• • Login Settings.............................................................................................................. 27
• • Integration .................................................................................................................. 27
• • Audio and Video devices ............................................................................................... 28
• • Call and Message History .............................................................................................. 28
• • Automatic Presence Change.......................................................................................... 29
• • Privacy ........................................................................................................................ 29
2.3.2 SETTINGS MENU - ALERTS: ........................................................................................ 30
• • Sound Alerts ................................................................................................................ 30
• • Popup Alerts ................................................................................................................ 30
• • Presence Change Alert: ................................................................................................ 31
2.3.3 SETTINGS MENU - CALL HANDLING: .............................................................................. 32
2.3.4 SETTINGS MENU – NOTIFICATION RULES: ...................................................................... 34
2.3.5 SETTINGS MENU - SOFTPHONE: ................................................................................... 36
2.3.6 PLANTRONICS HEADSET SUPPORT................................................................................. 37
2.3.7 MACINTOSH CALENDAR INTEGRATION............................................................................ 38
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2.4 BUDDIES SCREEN ................................................................................................. 41
2.4.1 CHAT (FILES AND EMOJIS) .......................................................................................... 42
• • Files and Links ............................................................................................................. 44
• • Recent ........................................................................................................................ 45
2.4.2 BUDDY GROUPS ....................................................................................................... 46
• • Create a new group: .................................................................................................... 46
• • To add buddies/contacts to a group: ............................................................................. 47
2.4.3 PRESENCE CHANGE ALERT: ......................................................................................... 47
2.4.4 MY CONTACTS ......................................................................................................... 53
2.4.5 PERSONAL .............................................................................................................. 54
2.5 RECENT ACTIVITIES SCREEN ................................................................................... 56
2.5.1 CALL LOG ............................................................................................................... 57
2.6 DIAL SCREEN ....................................................................................................... 60
2.6.2 DRAG AND DROP OPERATIONS..................................................................................... 64
2.6.3 ATTENDED TRANSFER ................................................................................................ 64
2.6.4 TRANSFER TO VOICEMAIL ........................................................................................... 65
2.6.5 AD HOC CONFERENCE ............................................................................................... 65
2.6.6 WHISPER/MONITOR/BARGE ........................................................................................ 66
2.6.7 ON DEMAND CALL RECORDING ..................................................................................... 67
2.6.8 PAUSE/RESUME AUTOMATIC CALL RECORDING ................................................................. 69
2.7 VOICEMAIL SCREEN .............................................................................................. 70
2.7.1 VOICEMAIL TRANSCRIPTION ........................................................................................ 73
2.7.2 VOICEMAIL GREETINGS .............................................................................................. 73
2.8 CONTACTS SCREEN................................................................................................ 75
2.8.1 ADDING PERSONAL CONTACTS ..................................................................................... 76
2.8.2 DELETING PERSONAL CONTACTS................................................................................... 77
2.8.3 IMPORTING CONTACTS .............................................................................................. 80
2.8.4 MACINTOSH CONTACTS.............................................................................................. 81
2.9 PARKED CALLS SCREEN .......................................................................................... 82
3 GROUPS ............................................................................................................... 84
3.1.1 TO CREATE A NEW GROUP:.......................................................................................... 84
3.1.2 TO EDIT A GROUP: .................................................................................................... 85
3.1.3 TO VIEW/CONVERSE THE GROUP CHAT: .......................................................................... 87
3.1.4 TO CREATE AN MXCONFERENCE WHEN IN A GROUP CHAT: ................................................... 88
3.1.5 INVITE EXTERNAL GUEST USERS TO CHAT SESSION ............................................................ 89
3.1.6 EXTERNAL GUEST OPERATION ...................................................................................... 91
• • Main guest screen ........................................................................................................ 92
• • Guest viewing a screen share ........................................................................................ 93
• • Joining a conference call .............................................................................................. 94
• • Guest viewing video ..................................................................................................... 96
• • Guest receiving file share.............................................................................................. 96
• • Guest sending a file ..................................................................................................... 97
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• • Minimizing participant screen ........................................................................................ 98
3.1.7 SCREEN SHARING ..................................................................................................... 99
3.1.8 CHAT SESSION ......................................................................................................... 99
3.1.9 SPELL CHECK ......................................................................................................... 100
3.1.10 CALL SESSION ....................................................................................................... 101
4 FILE TRANSFER.................................................................................................. 103
4.1.1
4.1.2
4.1.3
SCREENSHOT......................................................................................................... 104
RECENT IMAGES/FILES ............................................................................................ 104
FILE/LINK STORAGE DISPLAY ..................................................................................... 106
5 FAX .................................................................................................................... 107
5.1.1
5.1.2
5.1.3
5.1.4
5.1.5
5.1.6
VIEW: ................................................................................................................. 107
BULK FAX OPERATION .............................................................................................. 108
SEND .................................................................................................................. 109
FAX RECEIPT ......................................................................................................... 111
PRINT TO FAX (WINDOWS ONLY) ............................................................................... 112
SENDING A FAX FROM THE FAX DRIVER: ....................................................................... 115
6 CONFERENCE ..................................................................................................... 117
6.1.1 CREATE AN AUDIO CONFERENCE: ................................................................................ 117
6.1.2 CREATING A CONFERENCE WITH MXMEETING COLLABORATION ........................................... 119
6.1.3 CREATING A CONFERENCE WITH MX GUEST USER COLLABORATION ...................................... 121
• • Generating and Adding guest link to conference invitation ............................................. 121
6.1.4 STARTING AND CONFERENCE OPTIONS ......................................................................... 124
6.1.5 HOST OPTIONS ...................................................................................................... 125
6.1.6 CONFERENCE DESCRIPTION ....................................................................................... 125
6.1.7 MAC CALENDAR INTEGRATION .................................................................................. 126
6.1.8 ADDING SCHEDULED CONFERENCES TO MAC CALENDAR .................................................... 128
6.2 ZAC ................................................................................................................. 129
7 NOTIFICATIONS ................................................................................................ 131
7.1 SYSTEM TRAY AND TASKBAR OPTIONS: .................................................................. 133
8 GUEST USERS – EXTERNAL COLLABORATION ................................................... 135
8.1 GUEST USERS (INVITE EXTERNAL PARTY) ................................................................ 135
• • Click your name to present the My Info screen: ............................................................ 135
8.1.1 GUEST CALLING HOST .............................................................................................. 140
8.1.2 HOST CALLING GUEST ............................................................................................. 141
8.1.3 GUEST RECEIVING FILE FROM MX USER ........................................................................ 143
8.1.4 GUEST SENDING A FILE TO THE MX USER ...................................................................... 143
8.1.5 GUEST VIDEO ........................................................................................................ 145
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8.1.6
MX USER SCREEN SHARE WITH GUEST .......................................................................... 146
9 FULL SCREEN MODE........................................................................................... 148
10 AGENT ROLES/CALL GROUP OPERATION ........................................................ 151
10.1 PRESENCE FOR OPERATORS ................................................................................ 151
10.2 PRESENCE FOR ACD AGENTS .............................................................................. 151
10.2.1 AGENT ROLES ....................................................................................................... 153
• • Incoming group call notification: ................................................................................. 154
• • Call group session ...................................................................................................... 154
• • Transfer call .............................................................................................................. 155
• • Record a call ............................................................................................................. 155
• • Hold ......................................................................................................................... 155
• • Retrieve .................................................................................................................... 156
• • Park.......................................................................................................................... 156
• • Conference ................................................................................................................ 157
• • Placing outbound in group role.................................................................................... 157
• • Call log ..................................................................................................................... 158
10.2.2 ZAC 8 QUEUE MONITOR .......................................................................................... 159
10.2.3 SUPERVISOR FUNCTIONS .......................................................................................... 160
11 SMS SERVICE ................................................................................................... 163
11.1 DESCRIPTION .................................................................................................. 163
11.1.1 REQUIREMENTS ..................................................................................................... 163
11.1.2 OVERVIEW PROCESS ............................................................................................... 163
11.2 OPERATION ..................................................................................................... 164
11.2.1 SENDING SMS MESSAGES - USER ROLE ....................................................................... 164
11.2.2 RECEIVING SMS MESSAGES ...................................................................................... 166
11.2.3 CALL GROUP SMS – AGENT ROLE .............................................................................. 167
11.2.4 OPERATION .......................................................................................................... 167
11.3 CONDITIONS .................................................................................................... 174
12 MICROSOFT OFFICE UNIFIED COMMUNICATIONS.......................................... 175
12.1 DESCRIPTION .................................................................................................. 175
12.2 OPERATION ..................................................................................................... 175
12.3 CONDITIONS .................................................................................................... 178
13 VIDEO CALLING – USER TO USER .................................................................... 179
13.1 DESCRIPTION .................................................................................................. 179
13.1.1 VIDEO CALLING REQUIREMENTS:................................................................................ 179
13.2 OPERATION ..................................................................................................... 179
13.3 CAMERA SELECTION .......................................................................................... 182
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13.3.1 DESCRIPTION ........................................................................................................ 182
13.3.2 OPERATION .......................................................................................................... 182
14 VIDEO CALLING – MULTI-PARTY ..................................................................... 184
14.1.1
14.1.2
14.1.3
14.1.4
14.1.5
14.1.6
14.1.7
14.1.8
STARTING A VIDEO CONFERENCE ................................................................................ 184
HOST VIEW: ......................................................................................................... 185
COLLAPSED - EXPANDED MODE .................................................................................. 186
SPEAKER – GRID MODE ............................................................................................ 187
CHAT SESSION ....................................................................................................... 188
SCREEN SHARE ...................................................................................................... 188
PARTICIPANTS ....................................................................................................... 190
ADD PARTY ........................................................................................................... 190
15 COMMAND LINE PARAMETERS ........................................................................ 192
15.1 DESCRIPTION .................................................................................................. 192
15.1.1 STEPS TO COPY AND EDIT SHORTCUT:.......................................................................... 192
15.1.2 MACINTOSH .......................................................................................................... 193
15.1.3 AVAILABLE PARAMETERS:.......................................................................................... 193
16 ZAC 8.2 FEATURES/FUNCTIONALITY .............................................................. 196
16.1 SPEED DIAL ..................................................................................................... 196
16.1.1 DESCRIPTION ........................................................................................................ 196
16.1.2 OPERATION .......................................................................................................... 196
CONDITIONS .............................................................................................................. 197
16.2 CHANGE ANOTHER USER’S PRESENCE .................................................................... 198
16.2.1 DESCRIPTION ........................................................................................................ 198
16.2.2 OPERATION .......................................................................................................... 198
CONDITIONS .............................................................................................................. 199
16.3 USER PROFILE SETTINGS ................................................................................... 200
16.3.1 DESCRIPTION ........................................................................................................ 200
16.3.2 OPERATION: ......................................................................................................... 200
16.3.3 CONDITIONS ......................................................................................................... 200
16.4 ZAC LOCAL FILE ENCRYPTION............................................................................. 202
16.4.1 DESCRIPTION ........................................................................................................ 202
16.4.2 OPERATION .......................................................................................................... 202
16.4.3 CONDITIONS ......................................................................................................... 202
16.5 QUEUE MONITOR SUPERVISOR COMMANDS........................................................... 203
16.5.1 DESCRIPTION ........................................................................................................ 203
16.5.2 OPERATION .......................................................................................................... 203
16.5.3 CONDITIONS ......................................................................................................... 204
16.6 RECENT SCREEN IMPROVEMENTS......................................................................... 205
16.6.1 DESCRIPTION ........................................................................................................ 205
16.6.2 OPERATION .......................................................................................................... 205
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16.6.3 CONDITIONS ......................................................................................................... 206
16.7 MXIE CONTACT IMPORT .................................................................................... 207
16.7.1 DESCRIPTION ........................................................................................................ 207
16.7.2 OPERATION .......................................................................................................... 207
16.8 READ STATUS IMPROVEMENTS OF VOICEMAIL AND CALL RECORDINGS ........................ 208
16.8.1 DESCRIPTION ........................................................................................................ 208
16.8.2 OPERATION .......................................................................................................... 208
16.8.3 CONDITIONS ......................................................................................................... 209
16.9 CONFERENCE ACCEPT/REJECT STATUS ................................................................. 209
16.9.1 DESCRIPTION ........................................................................................................ 209
16.9.2 OPERATION .......................................................................................................... 210
16.9.3 CONDITIONS ......................................................................................................... 213
16.10 SEARCH FUNCTIONS ........................................................................................ 214
16.10.1 DESCRIPTION ........................................................................................................ 214
16.10.2 OPERATION .......................................................................................................... 214
17 ZAC 8.4 FEATURES ........................................................................................... 215
17.1 FULL SCREEN MODE IMPROVEMENTS ..................................................................... 215
17.1.1 DESCRIPTION ........................................................................................................ 215
17.2 OPERATIONAL IMPROVEMENTS ........................................................................... 215
17.2.1 GENERAL.............................................................................................................. 215
17.2.2 CONFERENCE: ....................................................................................................... 217
17.3 DRAG AND DROP CALL TO A SPEED DIAL ................................................................ 224
17.3.1 DESCRIPTION ........................................................................................................ 224
17.3.2 OPERATION .......................................................................................................... 224
17.4 START NOW CONFERENCE .................................................................................. 225
17.4.1 DESCRIPTION ........................................................................................................ 225
17.4.2 OPERATION .......................................................................................................... 225
17.5 VIDEO WARNING .............................................................................................. 228
17.5.1 DESCRIPTION ........................................................................................................ 228
17.5.2 OPERATION .......................................................................................................... 228
17.5.3 CONDITIONS ......................................................................................................... 228
17.6 AUDIO AND VIDEO DEVICE SELECTION WHILE ON A CALL .......................................... 229
17.6.1 DESCRIPTION ........................................................................................................ 229
17.6.2 AUDIO OPERATION ................................................................................................. 229
17.6.3 VIDEO DEVICE OPERATION ....................................................................................... 229
17.6.4 CONDITIONS ......................................................................................................... 230
17.7 PRESENCE NOTE FOR AGENT ROLE ........................................................................ 231
17.7.1 DESCRIPTION ........................................................................................................ 231
17.7.2 OPERATION .......................................................................................................... 231
18 ZAC 9.0 FEATURES ........................................................................................... 232
18.1 ONGOING CONFERENCE ..................................................................................... 232
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18.1.1 OPERATION .......................................................................................................... 232
18.2 CONFERENCE IMPROVEMENTS ............................................................................. 235
18.2.1 ONE TIME CONFERENCE IMPROVEMENT......................................................................... 235
18.3 VOICEMAIL/FAX IMPROVEMENTS ........................................................................ 236
18.3.1 VOICEMAIL/FAX CALLERID ....................................................................................... 236
18.3.2 DELETED VOICEMAIL FOLDER: .................................................................................... 236
18.3.3 STORAGE DISPLAY .................................................................................................. 237
18.3.4 MARK READ/DELETE BULK OPERATION ........................................................................ 237
18.3.5 FAX STATUS INDICATIONS......................................................................................... 238
18.4 CHAT IMPROVEMENTS ....................................................................................... 239
18.4.1 SEARCH CHAT ....................................................................................................... 239
18.4.2 REPLY MESSAGE..................................................................................................... 240
18.4.3 FORWARD MESSAGE ................................................................................................ 240
18.4.4 DRAG DROP FILE .................................................................................................... 242
18.5 CONFERENCE IMPROVEMENTS ............................................................................. 243
18.5.1 TOP CALL PANEL .................................................................................................... 243
18.5.2 BOTTOM CALL PANEL ............................................................................................... 244
18.5.3 PAGINATION FOR VIDEO CONFERENCES LARGER THAN 20 .................................................. 245
18.5.4 INTERNAL INVITATION - ADD TO CALENDAR .................................................................. 245
18.6 AD HOC CONFERENCE (INVITE PARTICIPANTS) ...................................................... 246
18.7 REPORT AN ISSUE ............................................................................................. 251
18.7.1 OPERATION .......................................................................................................... 251
18.7.2 CONDITIONS ......................................................................................................... 252
18.8 ZAC AUTO UPDATE ........................................................................................... 253
18.8.1 OPERATION .......................................................................................................... 253
18.8.2 CONDITIONS ......................................................................................................... 254
18.9 MMS .............................................................................................................. 255
18.9.1 DESCRIPTION ........................................................................................................ 255
18.9.2 OPERATION .......................................................................................................... 255
18.9.3 CONDITIONS ......................................................................................................... 256
18.10 MULTI FACTOR AUTHENTICATION (MFA) ........................................................... 257
18.10.1 DESCRIPTION ........................................................................................................ 257
18.10.2 OPERATION .......................................................................................................... 257
18.10.3 CONDITIONS ......................................................................................................... 257
18.11 FAILOVER/REDUNDANCY ................................................................................. 258
18.11.1 DESCRIPTION ........................................................................................................ 258
18.11.2 OPERATION .......................................................................................................... 258
18.11.3 CONDITIONS ......................................................................................................... 259
19 ZAC 9.2 FEATURES ........................................................................................... 260
19.1 DEPARTMENTS ................................................................................................. 260
19.2 OPERATION ..................................................................................................... 260
19.2.1 ZAC CLIENT: ........................................................................................................ 260
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19.2.2 SERVICES ............................................................................................................. 262
19.3 SCREEN SELECTION ........................................................................................... 263
19.3.1 DESCRIPTION ........................................................................................................ 263
20 ZAC 9.4 FEATURES ........................................................................................... 264
20.1 FLEX APPLICATION ........................................................................................... 264
20.1.1 OPERATION .......................................................................................................... 264
20.1.2 FLEX CONFIGURATION PARAMETERS ............................................................................ 264
20.1.3 END OF CALL NOTIFICATION.......................................................................................... 268
20.1.4 DO NOT PERFORM ACTION IF ..................................................................................... 268
20.1.5 FLEX NOTIFICATION ................................................................................................ 270
20.1.6 EXAMPLES OF ACTION CONFIGURATIONS ...................................................................... 271
20.1.7 CONDITIONS ......................................................................................................... 272
20.2 TEL CLICK TO DIAL FROM ZOHO .......................................................................... 273
20.2.1 DESCRIPTION ........................................................................................................ 273
20.2.2 OPERATION .......................................................................................................... 273
20.3 SAML BASED SINGLE SIGN-ON SUPPORT ............................................................. 274
20.3.1 OPERATION .......................................................................................................... 274
Revision History
Date/Revision
October 2023/Revision P1
April 2024/Revision 1
November 2024/Revision 2
June 2025/Revision 3
Comments
Initial release internal pre-EA review
GA release. ZAC 9 Features added
GA release ZAC 9.2 features added
GA release ZAC 9.4 features added – sec 20,
sec 2.1updated for SSO support,
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Getting Started
1.1 Description
Zultys Advanced Communicator (ZAC) is a Unified Communications client that provides an easy
to use interface to access all capabilities of the MX system.
1.2 PC Requirements
•
•
•
•
Version – Windows 10 (64-bit), Windows 11 (64-bit)
RAM – 256 MB standard
Processor – 1 GHz minimum
Hard Drive Space – 200 MB
1.3 Macintosh Requirements
•
•
Version – OS X v10.13 or higher
Hard Drive Space – 400 MB
1.4 Other Requirements
•
MX software version 18.4.x is recommended for full functionality/compatibility.
•
•
•
Security certificate installed on the MX
ZAC license for each user
TCP Ports 443, 7778, 7779 and UDP Ports 33000-35000 open or mapped to the MX if
behind a firewall
MX must be able to access stn.zultys.com:3478 for screensharing and softphone to
operate
•
Version 17.0.10 is the minimum supported MX version. Not all ZAC 9.4 features are
available when running ZAC 9.4 on an 18.0.4 or 17.0.10 MX system.
1.5 What’s new in ZAC 9.4
•
•
•
Flex application incorporated into ZAC
ZoHo click to call via TEL link
Single Sign On (SSO) support
Please refer to the MS Entra ID SAML Single Sign On Manual for configuration
information.
You may jump directly to the new features section here:
ZAC 9.4 Features
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1.6 Installation
1.6.1 PC
• Double click the download ZAC installation file. The installation process will begin.
•
Click the Next button to continue
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It is recommended to leave the default installation settings.
•
Click the Install button.
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•
Click the Finish button to completer the installation.
1.6.2 MSI Installation
The ZAC installer contains .MSI logic that will facilitate group policy scripts for installation. This
allows the ZAC installer to work silently from the command line parameter. An example of
parameters:
"C:\Users\xxxxxxxxx\Desktop\ZAC_x64-9.4.11.0.exe /S /v/qn "- Install
"C:\Users\xxxxxxxxxx\Desktop\ZAC_x64-9.4.11.0.exe /S /x /v/qn" –
Uninstall
1.6.3 Macintosh
• Open the DMG file after downloading it.
• Drag the program icon into the Applications folder
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You may then open ZAC from the Applications folder.
Note: This process does NOT create an Alias in the Macintosh Dock at the bottom of
the screen. The user will need to do that themselves.
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2 Operation
2.1 Login Screen
When you first start the program, the login screen will appear. You will need to enter your login
information in order to login to the program.
•
Enter your user name, password and the MX system address/domain name.
You may also select Remember password to avoid re-typing each time.
•
•
If you wish to utilize LDAP, enable the Use Windows Credentials and enter your
Windows login/password information.
Macintosh users can also utilize LDAP credentials for logging in.
If you cannot remember or want to change your password, click the Reset password link
to start the process if the link is visible.
Click Yes to have an e-mail sent to you with password reset instructions.
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2.1.1 SAML Single Sign On (SSO)
• When logging in for the first time the login screen will initially prompt you to enter your
‘Login’ Username and the ‘Server address’ (IP address or domain name) of the phone
system. Enter the details as advised by your system administrator.
•
Upon pressing ‘Continue’ you will either be prompted to enter your password or taken to
an additional login screen depending on how the system administrator has configured
your user account. Complete the relevant steps.
o
o
Example of secondary login screen if using SAML based Single Sign-On
For system-based or LDAP password you may select Remember password to avoid retyping each time.
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•
If you wish to utilize your Windows Credentials, enable the ‘Use Windows Credentials’
option and enter your Windows login/password information.
Macintosh users can also utilize LDAP credentials for logging in.
•
If you cannot remember your password or wish to change it and a ‘Reset password’ link
is visible, click the link to start the process.
Click Yes to have an e-mail sent to you with password reset instructions.
•
Click Login to proceed
For system-based or LDAP password you may select Remember password to avoid retyping each time.
•
If you wish to utilize your Windows Credentials, enable the ‘Use Windows Credentials’
option and enter your Windows login/password information.
Macintosh users can also utilize LDAP credentials for logging in.
•
If you cannot remember your password or wish to change it and a ‘Reset password’ link
is visible, click the link to start the process.
Click Yes to have an e-mail sent to you with password reset instructions.
Login screen with password field that will be displayed when using a system-based or
LDAP password. This will become the first login screen for subsequent logins when using
this method.
2.1.2 Logging in Call Groups
If you are a member of a call group, you will be prompted to select any group role for which
you are a member of.
•
You may also select the desired location to log into as well.
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You may select any or all roles you want to login to. If you want to always login to specific roles
and a specific location, click the Apply to future login checkbox.
•
Click Apply to login to ZAC.
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2.2 Main Screen
Once you have logged in, the main screen will appear. ZAC has two basic screen layout options,
compact mode or full screen mode.
Compact mode
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Full screen mode
To toggle between the two modes click the resize icon in the top-left corner
2.2.1 Presence Indicator/selector
You may click on your current presence state to drop down the presence menu. Below the
presence selection is an area to include a note that will be seen by users in addition to your
presence state.
•
•
•
Select the desired presence from the list.
Type a note and press ENTER to save the note. You may click X to clear the note entry
and retype.
To delete a note remove the note and press ENTER.
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Users who are also logged into Zultys MX Mobile will have their presence as well as a mobile
phone indicator displayed.
2.2.2 Locations
You may select which location you want to be logged into using the locations icon. Locations
are configured on the MX system and determine how your emergency calls will be processed.
Please consult with your administrator on which location you should select.
•
Click the location icon
and select the desired location.
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2.2.3 User Information/Image
You may add an image that can be associated to you. You may also add/edit your
contact information in this area as well.
• Click your name in the presence indicator bar. The My Info screen will appear.
•
Click the Upload button. The File Explorer window will open. Navigate to the location
where your desired image is stored and double click on the image.
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•
You may size the image using the controls to the right of the image.
When you are finished, click Save.
•
To clear an existing image, click the trash can icon and select clear.
You may edit your contact information:
Full name
Mobile phone
Home phone
e-mail
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2.2.4 Bind Area
ZAC can initiate voice calls and handle multiple voice calls through Zultys ZIP phones, generic
SIP devices, external numbers or the internal softphone to which it is bound. ZAC instances can
be bound to only one device at a time. The Bind window is used to select which device should
be bound to ZAC.
•
•
•
•
•
•
•
To access the Bind window click the Bind to or current device in the lower left
corner of ZAC. A drop down menu will appear.
Bind Recent: This option allows you to select from a menu of devices and registered
contacts to which your ZAC was recently bound.
Bind Device by ID: This option binds your ZAC instance to an MX managed device.
When entering the MAC address, make sure you utilize upper case for any letters in
the MAC address.
Bind to External Phone: This option allows you to bind to a Cell Phone, Home Phone
Line.
Bind by call from device: This option binds your ZAC instance to an MX managed
device that you designate by making a voice call.
Bind softphone: This option binds your ZAC instance to the ZAC internal Softphone.
You can bind only one instance to the Softphone.
Cancel bind: This option cancels the current binding leaving ZAC with no bound device.
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2.3 Option Menu
This menu contains the About screen, Setup screen, Log off function, and the Exit function.
•
It is accessed by clicking on the
•
Settings – Provides access to programmable areas that users can customize. See
Settings Menu section of this document for more details.
About – Displays the version number of the program
Help – Allows the user to report an issue with the application. A report form will present
for the user to enter information about the issue.
Log Out – This will log you out of the program but keep the program open. You must
login again to utilize the program.
Exit – This will close the program and log you off of the system.
•
•
•
•
icon in the upper right corner.
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2.3.1 Settings Menu - Application
• General
Stay in system tray – This option determines if the program logs the user off and closes if
the X in the menu bar is pressed. If the option is enabled, the user/program remains and the
program minimizes to the system tray. If the option is disabled, the pressing the X will exit the
program.
Stay on Top – This setting allows the program to remain on the screen and in focus.
Diagnostic Logging – This enables the diagnostic log which is used by Zultys Technical
support.
Send Analytics – Sends diagnostic information regarding the application.
Launch at System Start – This setting will start the program anytime the computer starts.
Manage multiple calls via single line – This setting determines how multiple calls are
handled. The default setting is to have ZAC manage multiple calls through the ZAC interface.
Disabling this setting creates a Manage via device and you will not be using ZAC call control
features, but will use all the call control features of the device itself.
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• Login Settings
Remember password –When the "Remember password" is unchecked, "Auto login" option
should is unchecked and disabled as auto login is not possible without a stored password.
Auto Login on application start – This will perform an automatic login when the program is
started.
Silent Agent login – This setting will log the user in and have their call group roles activated
when the program starts. This bypasses the user having to select the role each time at startup.
Change password – This allows you to change your user password. Click the icon. You then
need to enter your old, new and then confirm the new password.
•
Integration
This area allows you to select Outlook Contacts (32/64 bit), Microsoft Unified Communications
(see section 12), as well as the settings for the screen dial feature.
If you enable Outlook Contacts, Outlook contacts will display in the Contacts/Imported area.
You may also select if a ZAC conferences are synchronized with Outlook and what action should
happen when you do:
Note: Outlook contact and Unified Communications are supported on Windows
version only
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NOTE: ZAC synchronizes the default account Contacts folder (what is shown under My Contacts
| Contacts folder in the People tab in Outlook), its’ subfolders and from any Public Folders(if
present).
If contacts are located in any other local folders different from the default Contacts, those
contacts are not integrated into ZAC.
ZAC 8.0: allows synchronization of contacts from non-Exchange profiles
(IMAP/POP) as well as synchronization of contacts from any Outlook (Exchange)
folder containing contacts.
Screen Dial - You may define the hotkey combination that will be used to activate the
ScreenDial feature. In addition, you may add a prefix to use with the screen dial feature. This is
the number that will be inserted prior to the highlighted screen dial number to be dialed before
making the call. By default, (CTRL+F12 on Windows, Command+F12 on Macintosh) invokes the
ScreenDial feature.
• Audio and Video devices
This area allows the selection of the audio/video devices on the PC that can be used for
program audible notifications of various events. This area is also used to select headset audio
devices connected to the PC. The camera selection allows you to specify which video device to
utilize for video calling.
• Call and Message History
Delete messages older than - You may define the amount of time to store instant messages.
Messages older than the specified number of days will be deleted automatically.
Delete call history older than – You may define the amount of time to store your call history
data. Data older than the specified number of days will be deleted automatically.
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• Automatic Presence Change
You may define how the application should automatically change presence based on several
conditions:
•
•
•
Change presence if computer is locked
Change presence from Available to Be right back after a programmable time period of
inactivity.
Change presence from Be right back to Not Available to Be right back after a
programmable time period of inactivity.
• Privacy
You may define where files you download in the application will be stored. For security, network
drive paths can be configured.
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2.3.2 Settings Menu - Alerts:
• Sound Alerts
Allows you to select which actions have an audible alert associated with them.
• Popup Alerts
This allows the selection of actions associated with popup events. The duration and display
location of popup alerts can be programmed here.
Please note that incoming call popups will remain until the call is answered,
rejected, or the caller hangs up. The duration parameter does not apply to incoming
calls.
Popup alert for a message
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Popup alert for incoming call
Incoming Call Popup Alert - This setting allows you to present the application while the call
is ringing or only after the call was answered.
• Presence Change Alert:
This area is where all active Presence Change Alerts can be viewed, cleared, and edited.
Click See List to view all active change alerts.
You may edit any or clear all active alerts by clicking the See list text:
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2.3.3 Settings Menu - Call Handling:
This area allows you to setup individual call handling rules to control how calls are
handled under different conditions. Rules can be created, edited, or deleted in this area.
Call handling rules manage incoming calls that you do not answer.
To add a new rule, click the
icon at the bottom of the Rules area.
To delete an existing rule, highlight the rule and click the
Rules area.
icon at the bottom of the
After creating a new rule or to edit a rule (double click the rule), the call rule editor
window will appear.
You may also enable/disable an existing rule by clicking the checkbox next to the rule
.
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Adding or editing a call handling rule:
Rule – If you are adding a new rule, enter the rule name that you want associated with
the rule.
Events – Allows you to select which events can trigger the rule. On the Phone, No
answer, or any incoming call. Note that you may combine On the phone and No answer
events in one rule.
Conditions – Allows you to select specific conditions that can be associated with the
event. Options include, My presence, Call from, Date range, Time of day, Days of week,
Holidays, or Location(MX system) are available.
Action – Allows you to select what action will be performed by the rule based on the
selected events and conditions programmed. Forward to, forward to VM, find me, or
reject the call area available actions.
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2.3.4 Settings Menu – Notification Rules:
This area allows you to setup individual voice mail notification rules to control how voice
mail notifications are handled under different conditions. Rules can be created, edited,
or deleted in this area.
To add a new rule, click the
icon at the bottom of the Rules area.
To delete an existing rule, highlight the rule and click the
the Rules area.
icon at the bottom of
You may also enable/disable an existing rule by clicking the checkbox next to the rule
.
After creating a new rule or to edit a rule (double click the rule), the notification rule
editor window will appear.
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Adding/editing a voicemail notification rule:
Rule - If adding a new rule, enter the desired name to be associated with the rule.
Notify me – Allows you to select when notification occurs, with each new message or
at a specified/regular interval.
Conditions – Allows you to select specific conditions with the notification that will
trigger the rule. Media type, class, from, older than, time of day, and days of week are
available.
The attach option will send an email that contains the audio of the voicemail
message.
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2.3.5 Settings Menu - Softphone:
This area allows you to setup the parameters associated with the internal softphone
provided by the program. The softphone allows you to utilize your PC audio to handle
calls without requiring a desk phone.
Note: Softphone signaling is through a TLS Secured WebSocket connection.
Media signaling is sent over DTLS, an encrypted UDP-based protocol and the
media is sent via SRTP. There is no need to configure UDP/TLS as on previous
versions.
Auto answer calls – Allows you to select if calls are automatically answered when they
ring your phone. Call types that can be selected are internal/external or both.
Audio devices – This area allows the selection of the audio devices the softphone uses
for receive audio, ringtone, and transmit audio.
Volume Settings – This allows you to set the speaker volume of the audio device the
softphone utilizes.
Call Waiting Tone –This setting adjusts the audio level of the call waiting tone when
using ZAC softphone. Default setting is Medium.
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2.3.6 Plantronics Headset Support
ZAC 3.2+ includes built in support for the most recent Plantronics SDK - HUB. There is no
Plantronics driver software required. This allows ZAC to integrate with the most recent
Plantronics headsets including the Bluetooth versions. All versions of Windows that support
Plantronics HUB software are compatible with ZAC. On Macintosh OS, versions 10.13+ are
supported with ZAC.
This support extends to call control of the Plantronics headset as well. Answering and
disconnecting calls can be performed by using the headset answer/disconnect button.
Plantronics Savi 710/740 and Voyager Legend Pro have been tested with ZAC. These headsets
provide call control via the headset buttons.
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2.3.7 Macintosh Calendar Integration
To add scheduled conferences to the Mac calendar perform the following configuration steps:
•
•
•
Open System Preferences
Click on Internet Accounts
Click on Microsoft Exchange
1.
•
Enter her name and Zultys email address
1.
•
Check the boxes for Mail and Calendars. The others are optional.
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2.
•
•
•
•
Open the Macintosh Calendar application
Open Preferences…
Leave the Default calendar app (A): as Calendar (this is the built-in calendar app on
the Mac.)
Set the Default Calendar (B): to the Zultys Calendar from the popup menu.
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•
Once this is done, the Mail and Calendar apps will have the
Outlook/Exchange account info. The user can choose to use them or just ignore them
and use Outlook.
When the user schedules a conference in ZAC, click the Save button - not the Save and
Invite link. The Save and Invite does something different which isn’t as useful on the Mac
like it is on Windows. It will add a vCAL file.
The scheduled conference will show up on the Outlook calendar automatically in a few seconds.
The user will then open the calendar event itself and invite attendees as normal.
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2.4 Buddies Screen
This is the screen where the contacts you designate as buddies and buddy groups are located.
This provide easy access to users/groups of users you may frequently communicate with.
As you mouse over a buddy, the chat and call icons will appear. This allows you to start a chat
session or call the user by clicking on the icon:
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Clicking on a buddy will display the call and message history for the user.
Clicking the Options icon will present a sub menu as:
2.4.1 Chat (files and emojis)
The chat window allows you to exchange messages with other MX users. These users can be
Buddies, Contacts.
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•
•
Click the paperclip icon to insert a file to transfer to another user.
Select the file from the File Explorer and click Open.
•
•
•
+
Click the emoji icon to insert an emoji.
You may select recent, emoji, GIF, ASCII, symbols, or the clipboard as the source.
These areas are at the top of the screen.
•
Click the items to insert into the chat window.
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•
Info
This will display the presence state, extension number, e-mail, enable presence alert action and
remove from buddy list action.
•
Files and Links
This area will display media, links and files that were shared with the user. You may sort by
media type by clicking media, links or files. This will display all the media types exchanged with
the user for the history period.
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•
Recent
This area will display a history of all recent calls, messages, or both with the user.
Right click on a buddy in the list to display the following options
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Call – Will place a call the user
Copy Ext – This will copy the extension number to the clipboard.
Add to group – This action will allow you to add the user to an existing buddy group.
Move to group – This action will allow you to move the user to an existing buddy
group.
Remove from buddies – This action will remove the user from you buddy list or
buddy group.
Info – This will display the information screen about the user.
Files and links – This will display the file and link activity associated with the user.
Media, Files and Links are supported.
Call History – Will display your call history with the Buddy.
Presence Alert – Allows you set a presence alert for the Buddy.
2.4.2 Buddy Groups
ZAC allows you to configure your buddies into groups for easy identification. For
example, you may group your buddies by department Sales, Engineering, Operations
etc.
•
Create a new group:
Click the Add button in the Buddies screen.
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Click the Add group option.
Enter the desired name and click Done. You will see the newly created group appear in
your list.
•
To add buddies/contacts to a group:
You may add existing buddies to a group simply by dragging the buddy into the
group.
You may right click on a buddy and use the Add or Move a buddy to a group. Adding
to group allows the same buddy to be in multiple groups.
2.4.3 Presence Change Alert:
This allows you to set an alert based on a users’ presence change. For example, you
may want to know when a user goes from Not available to Available. Two methods are
available for the user:
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•
Option 1:
Click on the desired buddy/contact.
Click on their presence status. A dropdown will appear.
Select the desired presence state and click OK
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•
Option 2:
Right click on the desired buddy/contact and click Info. Click the Enable Presence Alert,
select the presence state and click OK.
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If you are in expanded mode with the contact selected, you may select the info icon:
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Click Enable Presence Alert or select Change presence alert
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Select the presence and click OK
Once the alert is set using any option, an alert icon will appear on the current presence state of
the user (compact/expanded mode shown):
You can edit/delete the alerts by clicking Edit Presence Alert
You may select another presence state or uncheck the current one and click OK to cancel the
alert request.
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Note: You may also navigate to Settings>Alerts to manage all your active presence
change alerts.
When the selected users’ presence changes, an popup notification will appear and a sound will
play.
2.4.4 My Contacts
In addition to Buddies, you may view all MX users, create your own local contacts and import
contacts from Outlook, Vcard or .csv file types can be imported.
2.4.4.1 Adding contacts
Click the options button in Contacts>Local screen:
Click Add contact.
Enter the desired contact information:
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Click Done
2.4.5 Personal
Store personal contacts of particular MX user on MX side to be able to use on any client and
reference in Buddies. Currently this is local ZAC feature (local contacts) which is lost on move to
different PC and to WebZAC/Mobile as well as with password change as local contacts are
stored in encrypted (by user password) local DB.
Personal contacts can be added as a Buddy. The contact will display both in Buddies and
Personal.
You may store up to 1000 personal contacts.
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2.4.5.1 Importing contacts
Click the options button in Contacts>Imported screen:
Use the File Explorer to navigate to the folder/file to import. Select the filename and click Open.
Contacts will display in the Imported area.
Right click to present option.
Call business – This will place a call to the callerID the MX received.
Add to Buddies – This will add the contact to your buddy list.
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Info = This will present the information screen for the contact.
2.5 Recent Activities Screen
The recent activities screen displays a list of the most recent activity you have had. In addition,
the Call Log can be accessed from the Recent screen.
You may filter Recent activity by All, only Calls, or only Messages. Simply select the
All/Calls/Messages header items to select that particular filter.
Recent activities>ALL - displays all calls (inc/out/missed) and all messages the ZAC user
handled grouped by contact. If there are multiple entries for the same contact, only the most
recent entry is displayed.
Recent activities>CALLS - displays all calls (inc/out/missed) the ZAC user handled
Recent activities>MESSAGES - displays only the messages the ZAC user handled
Moving your mouse over the contact will display the call and message options.
The history for that contact is also available by clicking the contact.
Additional options are presented by a mouse right click.
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2.5.1 Call Log
You may access the Call Log from the Recent activity area by clicking on the Call Log icon.
A list of calls will be displayed.
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You may select a specific call log entry and click Call Back to call the party.
In expanded mode, the Call Log will display additional log information.
You may sort the entry order of columns by clicking on the column heading.
You can utilize the search function to locate a number, name, etc. The example below shows a
search for “mx” returns all MXconference items to the top.
You may also filter the Call Log by date and time:
•
Click the filter by date icon
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•
•
•
Check the box and enter the desired From date/time
Check the box and enter the desired To date/time
Click Filter
The Call Log entries may be exported in a .csv file format.
•
•
•
Click the Save to .csv icon
Navigate to the desired drive/folder
Enter the desired filename
•
Click Save
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2.6 Dial Screen
This is the screen in which you make and receive calls as well as manage active calls.
2.6.1.1 Incoming calls:
If you have popups enabled, a popup with call information and the ability to answer/decline will
be presented on your screen.
Clicking decline will allow you to end the call or send the call to voicemail.
2.6.1.2 Retrieving a call that went to voicemail
You may retrieve a call that has forwarded to voicemail. In the call session window, click the
answer button to retrieve the call from voicemail. In full mode you may click Retrieve.
A voicemail message will not be left if the call is retrieved from voicemail.
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2.6.1.3 Outgoing calls
Dial screen, ready to enter phone number
External outgoing call session
Note: The Mute and Keypad options
are only available when you are
bound to the internal Softphone. If
you are bound to a desk phone, you
utilize the mute/keypad of the desk
phone.
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External incoming call session
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Single call session in full mode:
Multiple call sessions in full mode:
Switching between call sessions will display the corresponding tab associated with the selected
call session.
Call transfer
While on a call, click the transfer button
Search for the user to transfer the call to.
Mouse over the user and click the transfer icon. You may also transfer the caller directly to the
user’s mailbox by clicking the voicemail icon.
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2.6.2 Drag and Drop Operations
ZAC allows many drag and drop operations to be performed to make call processing operations
simple. Drag and drop operations will display context sensitive information during the operation.
If a drag and drop operation is NOT allowed, the
icon will display.
2.6.2.1 Call transfer
• While on a call session, drag the call session to the buddy or contact user you wish to
transfer the call to and release the mouse button.
•
•
•
•
Attended transfer of calls by dropping one call onto another in the calls area or to call
tab.
Add a call to a conference by dropping it into the conference call in the calls area or
conference tab.
When a drag and drop operation is available, the icon will change to indicate the action
to complete the drag and drop operation.
If a drag and drop operation is NOT allowed, the
icon will display.
2.6.3 Attended Transfer
In an attended transfer, you speak to the party to whom you are transferring the call prior to
the transfer. This may also be referred to as attended, or supervised transfer.
•
•
•
Call the first party.
Place the first party on hold by pressing the hold button on ZAC or simply call another user.
Call the second party
To transfer the call:
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•
drag and drop the session control block to the recipient’s address book or buddy list contact.
2.6.4 Transfer to Voicemail
A user may transfer a call directly to another user’s mailbox.
•
•
•
While on a call, clicks the transfer icon
Locate the desired individual in the Transfer Call area.
Click the transfer to voicemail icon
2.6.5 Ad Hoc Conference
You may add a party to an existing conference using drag and drop operation.
•
When talking to a user, click the option icon on the left side of the call session window.
•
•
•
Click the Conference
Call the desired party to add to the conference:
When the party answers, drag their call session window into the conference window.
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•
•
Place the called party on hold and return to the conference.
The called party is now added to the conference.
2.6.6 Whisper/Monitor/Barge
This feature allows users with proper administrative privileges to perform monitor/bargein/whisper operations on user calls.
To monitor/barge-in/whisper to another user:
Right click on the desired user that is on an active call.
Select the desired action to perform.
Silent - This allows you to monitor the conversation of the user without them
knowing they are being monitored.
Barge-In – This allows you to enter the call and listen/converse with both parties of
the call. Effectively a conference is created.
Whisper – This allows you to speak with the user without the outside/third party
hearing what you say.
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•
•
•
Users must be configured to access the feature in MX Administrator
[Can Monitor] If this setting is checked, this allows a user to monitor other users
that have the “can be monitored” setting enabled in their profile.
[Can be Monitored] If this setting is checked, users that have the “can monitor”
setting enabled can perform the monitor function(s) on this user.
Users cannot utilize this feature across an MXnetwork. Users can only monitor other
users within their own system.
Call group agents may only be monitored by Supervisors of the call group. Standard
users are not able to monitor any call group agent with this feature.
2.6.7 On demand call recording
This feature allows users to record calls and have them saved in their voicemail box. Calls are
recorded from beginning to end even if the user started the recording after the call started.
Users must be properly configured for access to on demand call recording to utilize this feature.
•
While on a call click the Record button
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•
The screen will change to:
•
•
Continue the conversation. When finished, hang up the call.
If you want to cancel the recording, click the Canel icon. The recording is cancelled and
will not be saved.
Once you have ended the call, several notifications will appear indicating you have a new
call recording.
•
Popup notification
•
New voicemail indication
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•
Click on the recording to view available options.
2.6.8 Pause/Resume Automatic call recording
This feature (if configured) allows a user to pause and resume an automatic call recording. This
can be used to omit sensitive information that a user does not want included in a voice
recording.
•
•
To pause an automatic call recording, while on a call click the icon in the call
session window.
To resume an automatic call recording, click the icon in the call session window
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2.7 Voicemail Screen
This screen is where your voice mail, on demand call recordings, and mailbox greetings are
accessed/managed.
You may choose to view your inbox or deleted box. A list of the voice messages will be
displayed in each. Selecting the Recordings item will display a list of on demand call recordings
you have.
When you right click or select the options on a message or recording, the options for the
message will be presented:
Add comment – Allows you to type a comment to be associated with the voice
message. This comment will follow the voice message if you choose to forward the
message.
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Play/Replay/Pause – Allows you to listen or pause the message. You may also click
on the sound bar to jump to any point of the message.
Delete – Deletes the message from the current box. If you are deleting from the delete
box, you will be asked for a confirmation.
Delete multiple or all voicemails – You may delete multiple or all voicemail
messages at one time. To do this, perform the following:
•
At the voicemail screen, select the message(s) to delete using the checkbox. To select all,
check the box at the top:
•
•
•
Click the Delete Selected icon
Click Yes at the confirmation window.
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Call – This allows you to place a call back to the party that left the message.
Forward – This allows you to forward the message to another mailbox user. You may
optionally record a pre-amble message to the forwarded message.
When you forward a message, you can start typing the intended forward party in the To
field. ZAC will display matching names in the directory as you type.
Mark as unread – This allows to store the message in a unread/new state.
Reply – This allows you to reply to another mailbox user that left you the message.
When you reply to a message, you can start typing the intended reply party in the To
field. ZAC will display matching names in the directory as you type.
Play via Bound – This allows you to listen to the message on your desktop phone
instead of your PC if you desire.
Save as – This allows you to download a copy of the voice message onto your local PC.
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2.7.1 Voicemail Transcription
This feature will display the text of a voicemail that was left for a user. This service must
properly be configured by your MX Administrator. Once configured, transcription is displayed as:
2.7.2 Voicemail Greetings
This menu is accessed by clicking the Greetings in the Voicemail screen. This screen is where
you manage your greetings, name, and auto attendant greeting.
You may select your personal voicemail greeting or if you are part of a call group you may
select the call group greeting.
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Recorded name – This allows you to import, record, or delete a user name that is
associated with your mailbox.
Greetings – This allows you to import, record, or delete a greeting that is associated
with your mailbox. You may have up to 4 unique greetings associated with your
mailbox. To make a greeting active, click the checkbox next to the desired greeting.
Auto Attendant Greeting – This allows you to import, record, or delete an auto attendant
greeting that is associated with your mailbox.
The MX auto attendant routes calls to system users. Prior to routing a call to your phone, the
auto attendant can play your greeting, recorded name, or extension to the caller. The auto
attendant greeting is the greeting played by the auto attendant to a caller prior to routing the
caller to your extension.
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2.8 Contacts Screen
This is the screen where all the MX system contacts are located. This includes contacts in
multiple locations if you are part of an MXnetwork.
You can filter the contacts by locations when in an MXnetwork by clicking the Filter contacts
icon
. Select the desired locations you want to display. All the contacts from that location
will be added to your contact list.
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To add a contact as a buddy, highlight the desired contact and click the star icon on the desired
contact:
. The icon will change to:
You may sort Contacts by first name, last name, or presence by clicking the sort button:
Contact Notes:
ZAC introduces the approach of showing local contacts - both old MXIE buddies and contacts
created in ZAC are displayed in Contacts | Personal screen. Only contacts that are mentioned as
buddies (same as for MX contacts) are displayed in the Buddies screen. There is still the ability
to un-buddy a contact from the Contacts screen.
2.8.1
•
•
•
Adding Personal Contacts
Click the More icon
Click the Add contact options icon:
Select Add contact
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•
Enter the desired information and click Done when finished.
2.8.2 Deleting Personal contacts
2.8.2.1 To delete a single contact:
• Right mouse click on the contact.
2.8.2.2 To delete multiple contacts
• Select Delete from the More menu
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•
•
Select the individual contacts to be deleted.
Click Deleted Selected.
•
Click the confirmation button to delete.
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2.8.2.3 Delete All Contacts
• Select Delete from the More menu
•
Click Delete All.
•
Click Yes to delete.
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2.8.3 Importing Contacts
ZAC allows the importing of contacts into the Imported area of ZAC.
Select Import contacts from the More menu.
Navigate to the desired folder/file
You may import vCard, .CSV, or MXIE local address book file types.
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For the .csv import, the format should be as follows:
NOTE: If a user sends a file via Chat that is a vCard type with a single contact, an
"Add to contacts" item is available which will result in adding the vCard to Address
Book.
2.8.4 Macintosh Contacts
You may enable support for native Macintosh contacts. In
Settings>Application>Integration>Apple Contacts
Click OK.
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2.9 Parked Calls Screen
This is the screen where calls that are parked can be managed. This area allows the users to
place/retrieve calls that are in call park locations.
To park a call, click the park icon while on a call:
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When a call is parked the screen will display:
ID – The park slot ID
Caller – The caller that was parked
Parked by – The user who parked the call
Duration - Indicates the amount of time the call has been in park
To retreive a parked call:
Click the handset icon on the parked call.
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3 Groups
This is the screen where the Chat Group function is accessed and managed. Chat Groups allow
users to have group chat, group audio and video calls, file sharing and desktop screen sharing
while in a group chat or group chat conference.
Group members will receive notifications and can respond to any chats that come to the group.
Any member of the group can send a message and all other members in the group will receive
the message.
Starting in ZAC 5.0+, group chat members can send files to other members as well as create an
audio conference with members.
You may filter Chat Groups by All, Managed by you, Private, Public.
Public groups allow any user to join the group without requiring approval. Private groups
require the owner of the group to add members to the private group.
3.1.1 To create a new group:
Click
•
Enter the desired name of the group.
Select the desired members by clicking on the member in the directory or typing their
name.
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•
Check the box if the Group is to be a Public type group. By default, newly created
groups are private.
•
Click
3.1.2 To edit a group:
Right click on the desired Chat group and select Info:
Compact mode
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Full mode
Select the desired option you wish to perform on the group.
Rename(pencil icon) – Allows you to rename the group
Make Public – Changes the group from a private type to a public type.
Change Owner – You may transfer the ownership of groups you created to other users
Mute Notifications – This allows the user to mute popups and missed activity
indications in the navigation panel. This can be useful for extremely active groups with a
large number of messages exchanged.
Add to Buddies – This action will add the group to your buddy list.
Create new group access ID – This allows the user to change the access ID that is
associated with the group.
Delete Group – This action will delete the existing group. You will be prompted for a
confirmation to delete.
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3.1.3 To view/converse the group chat:
• Open the desired Chat group by clicking on the group. The group chat screen will
appear.
You will see the most recent message threads. Type your text in the text box and press
to send or press ENTER key on the keyboard.
In expanded mode, each group will open as a separate tab. You may pin the tab to keep
it on the screen and move from tab to tab.
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Group notifications will appear in non-focused tabs so you are aware of activity.
3.1.4 To create an MXconference when in a group chat:
3.1.4.1 Start conference
While in the desired group, select
Click the Start conference option.
A conference call will begin. Your audio device will ring indicating a conference call. Answer the
call to start the MXconference.
A group text will be sent stating the conference call has started. When the call ends, a group
text stating call ended is sent.
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3.1.4.2 To create an MXconference by calling group participants first:
While in the desired group, select
Select the Call group memebers option.
An MXconference is created and each participant is called by the MX system.
When they answer, they will hear “connecting now” and be placed into the MXconference.
3.1.5 Invite external guest users to Chat session
This feature will allow you to send a link to an external guest and have them join the Chat
session. Guest users may chat, participate in audio/video conferences, file share and screen
share with group members.
Click the Invite button in the Chat group session:
Select Invite external participants by link:
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Set an expiration time for the link (default = 24 hours) and enter a password (optional).
Click OK
Note: The link is now copied into the clipboard.
Paste the link into an e-mail and send the link to the external party:
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3.1.6 External Guest operation
When the external party clicks the link, they will receive an invite in their web browser.
They enter their name, password (if configured) and click Join the chat.
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They can select their audio device (only computer audio is supported). They may have to
select some additional options based on the audio devices installed on their computer.
• Main guest screen
The external user will receive a web based Guest screen. This screen provides all the controls
for the guest user to collaborate with group members.
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•
Guest viewing a screen share
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Click Stop to end the viewing session.
•
Joining a conference call
Click the Join call button. You will be placed into the MXconference with other members.
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•
Guest viewing video
Click the video on/off button in the control menu to enable/disable the camera.
•
Guest receiving file share
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• Guest sending a file
Click the paperclip icon in the chat area.
Navigate to the desired file and click open. The file is sent to all group members.
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• Minimizing participant screen
Click the X next to the group name /member list to hide the participants.
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3.1.7 Screen Sharing
You may share your screen with other group members in a Chat session (internal and external)
or when you call a user.
NOTE: You must be in expanded screen mode to utilize this feature.
3.1.8 Chat session
• While in the Chat group or user chat, click the share screen icon. Participants’ are
notified that you started your screen share and will be viewing your screen.
•
•
Users in the Chat select the Join screen sharing session to view the presenter’s screen:
When you are finished sharing your screen, click the Stop button. Participants’ are
notified that you stopped your screen share.
Not that the screen share supports from one presenter to other members in the chat only.
• Presenters cannot be changed
• Screen sharing is a manual process, it may not be setup in advance or scheduled.
External user share
Viewing ext user screen:
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3.1.9 Spell check
You may utilize a spell check while in user or group chat.
Right click on the mis-spelled word and select a replacement:
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3.1.10 Call session
While on a call, click the Start screen sharing:
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The user can click View Screen to view your screen.
When you are finished, click the Stop icon to stop the screen sharing.
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4 File Transfer
File transfer can be used in private (user to user) and group chat sessions. File transfer allows
you to send a file to another user/group members. Users can download or view the file after
they accept the file from you.
While in a Chat session with another user, select the Attach file icon in the text box window.
A file explorer window will open. Navigate to the desired file.
You may utilize drag and drop the file to the chat window to send the file.
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The user will receive the file.
Right mouse click will display the option menu:
Open – Opens the file in the native program.
Show in folder – Displays the file in the Windows file explorer screen.
Save as – Saves the file to the storage location the user chooses.
4.1.1 Screenshot
You may paste screenshots you captured to the clipboard into a user chat.
After you capture the desired screenshot and while in a user chat, press CTRL-V(Windows)
CMD-V(Macintosh) or right mouse click to display the context menu and select Paste.
Note: File Transfer limits:
System
Limit
MX-SE, MX-E,MX-E+,MX-E++
10Mb
MXvirtual
50Mb
Note: File transfer in ZAC 8.0 is NOT compatible with previous versions of ZAC (7
and below) as well as MX systems running 16.04 (and below).
4.1.2 Recent Images/Files
When you view a Buddy or Contact, you may display images/files you have shared with that
contact.
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Right click on the buddy/contact
Click Files and Links
A list of all shared files will appear. You may select to view either media, Links, or Files.
You may open the Link in a browser or preview the link in this screen if the link is capable of
providing a preview.
Click the more options icon to display additional options.
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Open in browser – Opens the link in a web browser.
Copy to clipboard – Copies the link to the clipboard.
Show in conversation – Places the link in the conversation thread associated with the user.
4.1.3 File/Link storage display
You may view the amount of storage space in use and remaining for files and links for each
user in the system. This may be done from compact or expanded mode.
Compact mode:
Right click the user and select files and links.
Click the storage icon next to the Files and Links title.
The storage space will be displayed.
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5 Fax
This area allows you to view, send and manage the faxes you have.
5.1.1 View:
You may view faxes in your inbox, sent, and Deleted tabs.
Click Fax from the menu bar.
Click the folder Inbox-Sent-Deleted
Right mouse click on a fax to present options.
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5.1.2 Bulk Fax operation
You may mark faxes as read or delete using the quick action icons at the top of the fax list.
Mark as read –
To mark all faxes as read/unread click the faxes you want to mark and then click the
Mark as read icon.
Delete multiple or all faxes –
To delete multiple click the faxes you want to delete and then click the Delete icon.
Click Yes to confirm the deletion in both cases.
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5.1.3 Send
Click Send to create a new fax.
Enter the fax number to send to and press ENTER.
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Attach the desired file.
Note that only (.jpg, .jpeg, .png, .bmp, .tif, .tiff, and .PDF file types are supported).
Select a fax cover page if desired from the list.
Click Send
You may also schedule a fax to be sent at a predetermined date/time.
Click the Schedule checkbox.
Enter the desired date/time and desired parameters.
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Click Schedule.
5.1.4 Fax receipt
You may view a fax receipt after sending a fax that displays sender information, date, type,
number of pages, and the fax result.
Right click on a fax item
Select Show Fax Receipt
The receipt information is presented in a separate window
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5.1.5 Print to Fax (Windows only)
The Zultys Fax Driver will be used to install a printer on your Windows PC. The Zultys Fax Driver
will install a printer named Zultys Fax to your PC. This printer will be available from your
applications to be used to send the document to ZAC as a properly formatted fax file. Before
installing the Zultys Fax Driver, you must download the software from the MX system through
the MX browser interface.
•
•
•
Close ZAC completely prior to install the FAX driver in Windows.
Open a browser on your PC (such as Firefox or Internet Explorer) and enter the IP
address/domain name of your MX system. This accesses the MX landing page of the
system (unless that access has been disabled by the system administrator).
Select the correct fax driver as shown below(32 or 64 bit). The browser downloads the
Zultys Fax Driver software. You may the then install the driver on your computer. Press
the Next buttons until application is installed. At the end of the installation press the OK
button to complete the installation of the Zultys Fax Driver.
After selecting the appropriate driver, in this example we will use the Windows 64bit driver,
double click on the downloaded file:
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Click Next
Choose a location, the default location is suggested, click Next
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Click Next to confirm installation
After installation a confirmation screen is presented.
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•
•
•
After installation of the fax driver, you must re-open ZAC.
To send a fax ZAC must be running.
After the installation is completed, the Zultys Fax printer will be added to your system
printer as shown in below.
5.1.6 Sending a fax from the Fax Driver:
Ensure you have configured a MX interface to use the MX fax server to originate and terminate
faxes.
•
•
The Zultys Fax will be available to all applications that support printing.
To fax a document, select the Zultys Fax as shown using Microsoft Word to fax a word
document.
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•
After the document has been processed ZAC will notify you of additional steps required
to send the fax as shown below.
•
The fax recipient, schedule, format, and confirmation steps to send the fax are shown
below. These steps are performed in sequence and are required to send the fax.
Enter in the Fax number. You may type to locate contacts in the address book.
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6 Conference
This area allows you to schedule an MXconference as well as utilize an MX external guest link
for external guests to join. In addition, you may utilize the MXmeeting application as well.
6.1.1 Create an audio conference:
1.
Click the conference icon.
2.
Click Schedule.
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3.
Enter the following information about the conference:
Name – The name of the conference participants will see.
Participants – You may select other MX users directly by clicking on the + icon.
Check all conference participants and click Save.
Note: Participants will be notified via ZAC of the conference. The conference will also
be placed in their Outlook calendar. They click the Join option to enter the
conference when it starts. There is no need to e-mail internal users the conference
information.
4.
Date – The date the conference will commence.
Time – The time the conference will commence.
Duration – The duration the conference will last.
Type – Select once, recurring, or ongoing.
Password – Enter a password for the conference. The default (empty) entry is no
password required.
MX Meeting – Select this option if MXmeeting will be utilized for collaboration.
Leave None if MX collaboration (external Guests) is to be utilized for collaboration.
Check if the conference is to end when the host leaves. The conference is ended and
all parties are disconnected.
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5.
6.
Click Save and invite to save the conference and generate an Outlook e-mail
invite.
Click Save. This will save the conference. The conference should appear in the
conference list:
6.1.2 Creating a conference with MXmeeting collaboration
1.
Click the conference icon.
2.
Click Schedule.
3.
Enter the basic information as in the audio conference procedure. To add the
MXmeeting collaboration functionality you will edit:
MX Meeting – Select the interactive or seminar options if MXmeeting will be utilized
for collaboration.
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E-mail invitations sent with MXmeeting collaboration set will include the link to join the
MXmeeting in the e-mail body:
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6.1.3 Creating a conference with MX Guest user collaboration
4.
Click the conference icon.
5.
Click the options icon and select Schedule.
Enter the basic information as in the audio conference procedure. Make sure MX Meeting is set
to None.
Click Save.
• Generating and Adding guest link to conference invitation
1.
Click the desired conference from the list and select the more options icon.
2.
Select Info from the options menu.
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3.
4.
5.
6.
If configured, click the Send email invitation button. An invitation will be created and
the link associated with the conference is automatically inserted into the body of the
e-mail.
If this option is not configured (check with your administrator) you can
manually insert the link as follows:
Click Copy link. Enter the expiration time and optional password. Click OK.
Click Copy link. The link is copied to your clipboard.
Click Send e-mail invitation. An e-mail invitation is created and displayed.
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7.
If an external Guest link is to be included Paste the link into the e-mail invitation.
Send to all participants.
Note: There is no need to include internal participants in the e-mail.
Internal participants are notified and can join the conference without the
need for access codes.
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6.1.4 Starting and conference options
1.
Click the start button or the options menu and select start to start the conference.
Start – Starts the conference call by accessing MXconference, enable Guest users to
join, start MXmeeting if configured.
Edit – It is recommended to be in Expanded mode when choosing the Edit option.
Change owner – Allows designation of another participant to be the owner of the
conference. Check the desired participant from the list and click Save.
Delete – Remove the conference from the list and the MX system. MX will prompt
for confirmation.
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6.1.5 Host options
By displaying the Participants in a conference, the host has access to muting/unmuting all or
individual participants. The host can also disconnect a user
Active indicates the quantity and individual user who is active in the conference.
Not Active indicates invited users who have not joined the active conference.
6.1.6 Conference description
When a conference is started, a description form will be displayed that provides conference
information
You can remove the form by clicking the X.
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6.1.7
MAC Calendar Integration
1. Open System Settings
2. Click on Internet Accounts
3. Click on Microsoft Exchange
1. Enter the name and Zultys email address
1.
2. Check the boxes for Mail and Calendars. The others are optional.
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1.
3. Open the Macintosh Calendar application
4. Open Settings…
5. Leave the Default calendar app (A): as Calendar (this is the built-in calendar
app on the Mac.)
7. Set the Default Calendar (B): to your Exchange Calendar from the popup menu.
8.
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Once this is done, the Mail and Calendar apps will have the Outlook/Exchange account
info. The user can choose to use them or just ignore them and use Outlook.
6.1.8 Adding scheduled conferences to Mac calendar
To add scheduled conferences to the Mac calendar perform the following configuration steps.
These instructions assume the integration is with the Microsoft Exchange calendar system. The
Zultys integration can also work with iCloud, Google G-Suite, etc.
•
•
•
Open System Preferences
Click on Internet Accounts
Click on Microsoft Exchange (or select Google, iCloud, etc.)
1. Enter your name and email address
•
•
Open the Macintosh Calendar application
Open Preferences...
Leave the Default calendar app (A): as Calendar (this is the built-in calendar app on the
Mac.)
•
Set the Default Calendar (B): to the target Calendar from the popup menu. The
default value is probably the iCloud calendar. Match the calendar name in the calendar
application (Microsoft Exchange, iCloud, Google, etc.)
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6.2 ZAC
When the user schedules a conference in ZAC, click the Save button - not the Save and
Invite link. The Save and Invite does something different which isn’t as useful on the Mac
like it is on Windows. It will add a vCAL file.
The scheduled conference will show up on the Outlook calendar automatically in a few seconds.
The user will then open the calendar event itself and invite attendees as normal.
The screen will remain until the X icon is selected.
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7 Notifications
The notification area indicates new/current/missed activity in the specific areas of the program.
This provides an indication to the user that that area has had activity.
If a specific area has activity, a notification will be presented indicating the total amount of
activity for that area. Clicking on that area will reset the activity notification.
Note: Park notifications were removed in 18.0.4.
Activity notifications apply to the following areas in the program:
•
•
•
•
•
•
Recents
Dial
Voicemail
Groups
Fax
Conference
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Notifications are displayed by the filter selected within an area. For example, in Recents you can
filter by All, Calls, Messages. If you have the Messages filter selected, the notification screen will
display notifications for messages. If the Calls filter is selected, notification will display
notifications for calls only.
This functionality applies to all areas where filters are provided.
Notifications may also appear when in expanded mode. If there is activity, the tab associated
with that activity will display a notification if it is not in focus at the time of the notification
event.
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7.1 System Tray and Taskbar Options:
A user may access certain features of the program directly from the System Tray or taskbar.
Features that can be accessed from the taskbar are:
•
•
•
•
•
Presence state(System Tray only)
Presence note(System Tray only)
Log out
Open
Exit
Right click on the ZAC icon in the system tray:
Click Presence and select the desired presence. You may also add a presence note.
The icon will change to reflect the current presence status (on the phone shown)
Windows
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Macintosh
You may mouse over the icon to display user name, MX system, and presence state
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8 Guest Users – External Collaboration
The Guest user feature allows MX users and MX group hosts to send a link to an external party
so they may collaborate with MX users/groups. Guest users may chat, participate in audio/video
conferences, file share and screen share with group members. Guests may also call hosts
directly and vice versa.
Note: The Guest user feature requires configuration on the MX system. Users will
not have access to the invite by external link feature if the MX is not properly
configured. Check with your Administrator.
8.1 Guest users (invite external party)
You may invite an external party to a user Chat session. To do this:
•
Click your name to present the My Info screen:
•
Click Invite external participants to private chat by link.to chat by link option.
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Enter an expiration time (default=24 hours) and password (optional).
Click OK.
The link will be copied to the clipboard. Send the link to the external participant (email/SMS,
etc.).
When they enter (and leave) a session you will receive a popup notification and chat area
notification.
You will also see notifications/events in the Recent area.
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Chat area
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Guest user view
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You may converse in the chat area with the external user:
Guest
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8.1.1 Guest calling host
The guest may click the handset icon to place a call to the MX user.
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ZAC view of guest call in progress
8.1.2 Host calling Guest
The MX user may click the handset icon or dial the extension number assigned to the guest to
place a call to the guest.
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8.1.3 Guest receiving file from MX user
Files may be exchanged between MX users and guests.
8.1.4 Guest sending a file to the MX user
The guest can send files and images to the MX user.
•
Click the paperclip icon in the chat area.
•
Navigate to the desired file and click Open.
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8.1.5 Guest video
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8.1.6 MX user screen share with guest
Click the View button to start viewing the MX user screen that has been shared.
Click the stop viewing screenshare icon to stop the sharing.
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9 Full Screen Mode
When you click on a buddy/contact, the activity screen for that contact will display in a tab in
the work area.
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Clicking another contact/buddy will display the activity screen for the selected contact. The
previous contact/buddy is replaced.
You may pin the activity screen so that it remains on the screen.
To do this, click the pin
If you close the activity screen after pinning it, you will need to re-pin the screen.
The pinned tab will remain on the screen and you may select the tab by clicking on it.
When the activity tab is open, you have the following actions available:
•
•
•
•
Call the contact
Start video
Start screen sharing
More
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There may be other options based on what information the contact has made
available.
The recent activity screen will expand and display the recent history for the selected contact.
This will include calls as well as instant message activity.
You may close the recent activity screen by clicking the X next to the contact name in the tab
area.
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10 Agent Roles/Call Group Operation
In addition to logging into ZAC through your user role, you can also log into any of the ACD,
ICC or Operator Groups to which you belong. ZAC opens a role partition for each group to
which you are a member of, and are logged into. ZAC provides features for ACD, ICC agents
and Operators that based on the call group functionality, and may differ from those features
that are available to users. Call group operation operates in expanded mode.
10.1 Presence for Operators
The following conditions may trigger transitions between operator presence states based on the
user’s defined preferences:
• Available to On the Phone triggers when an ACD agent or operator initiates or
accepts a call. This rule cannot be removed or changed.
• On the Phone to Available triggers when an operator terminates a call.
• Available to Not Available triggers when the user changes to a state specified by the
ACD and Operator User Preferences window.
10.2 Presence for ACD Agents
The following conditions may trigger transitions between Agent presence states based on the
user’s defined preferences:
• Available to Active triggers when an ACD agent initiates or accepts a call. This rule
cannot be removed or changed.
• Active to Wrap up triggers when an agent terminates a call.
• Wrap up to Available triggers after remaining in the wrap up state for a period
specified by the ACD and Operator User Preferences window.
• Available to Not Available triggers when the user changes to a state specified by the
ACD and Operator User Preferences window.
You may select a Role(s) when logging into ZAC.
Click the “Apply to future login” to have role selection performed automatically at each login.
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You may also select a role after you are already logged in in the Agent Active Role/Role
Selection area.
You may also select an Active role prior to placing an outbound group call.
Click on the displayed Active Role
Check the desired role to make it active
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Place the outbound call.
You can change your Group presence by selecting the desired presence state from the list.
The presence state will change after selecting a presence.
10.2.1 Agent Roles
You may display the presence state of other Agents in the Call group. After selecting all desired
Roles, each group you selected for a Role will display. You may expand or collapse each group
to view the agent status of each by selecting the Agent Roles area:
You may use Expand or Collapse all to view all agents for all groups.
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Please note blue stars indicate that member is a supervisor of that ICC call group. The star will
indicate dark blue when the supervisor is logged in and light blue when the supervisor is logged
out.
• Incoming group call notification:
Incomings calls to a group agent will contain the incoming callerID and the call group name
that was called.
• Call group session
When an agent answers a group call, the call session will display.
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• Transfer call
To transfer the call to another user click the transfer icon in the call session.
Select the desired contact and click the call icon.
• Record a call
If call recording is configured, you will have capability to record the call. During the recording,
you will also have capability to pause/resume the recording. No call recording audio is present
during this pause period.
• Hold
This will placed the call on hold. Only the agent may retrieve the call from hold.
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Click retrieve to resume the call.
•
Add call
Select the desired contact to add.
• Retrieve
In case a transfer or conference does not complete, you may retrieve the original call from
hold.
Click the retrieve icon.
• Park
You may place the group call in system park. The call will be placed in a hold state and is
available for all MX users to retrieve.
Select Park from the More menu.
MX users receive a notification that a call is in Park.
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The parked call will display the following
Mouse over and click Pick up to resume the call.
• Conference
You may create an ad hoc conference call to include other MX user in the conference call.
Click the options icon in the left call session and select Conference.
MXconference will begin between you and the caller. You may add additional parties to the
conference after it has started.
• Placing outbound in group role
You may place a call as an agent by clicking the call button associate with the desired call entry.
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• Call log
A group call log of all calls the group placed/received are included in the log.
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10.2.2 ZAC 8 Queue Monitor
This screen is available to agents of a hunt, ACD, Operator or ICC call group type. This call
monitor allows a group member to view information about the calls that are in queue for the
group.
While in the Agent Role screen, click the options icon next to the call group name.
Select the Queue Monitor item.
The screen id defined from top to bottom as:
•
•
•
Name of the call group
Number of calls currently in queue and the current call wait time
The fields in the Queue monitor are defined as:
Priority – The priority associated with the queued call.
Wait Time – The amount of time the caller has been waiting in the queue.
Media – The specific media type of that call in queue, call, automatic callback, webchat
CallerID – The callerID associated with the inbound caller.
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Caller name – The caller name associated with the inbound caller.
Assigned to – The agent that will handle the call.
More – Presents CAD fields.
10.2.3 Supervisor functions
A Supervisor of a an ICC group may access the Web Based SuperView program directly from
ZAC.
Click the SuperView icon:
Enter your username and password at the web application page and click login:
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Click Web Applications.
Click the SuperView icon
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Incoming group calls are identified in the call session area next to the callerID.
A history of the group calls is presented below the call session area.
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11 SMS Service
11.1 Description
Zultys SMS option allows customers to initiate and receive SMS messages using ZAC The ZAC
interfaces has been designed to streamline and make sending SMS messages easier and
intuitive.
11.1.1 Requirements
• ZAC Version – Must be 9.0.36 (or greater) 9.2.4 (or greater) is required for all the
group SMS features described within.
• MX Version – Must be 18.0.4 (or greater) 18.2.14 (or greater) is required for all group
SMS features described within.
•
•
•
Voice DID – User must have a SMS enabled voice DID assigned if user DID will be the
number to be sent to recipients.
Shared number – Shared number configured at a system, user profile, or call group
level can be used instead of user DID. In this configuration, the shared number is sent
to recipients.
The DID number format assigned in MX Administrator MUST BE 11 digits. The 11 digits
must be formatted as 1+10 digits. For example, a voice DID number of 602-555-1212
would be configured as 16025551212 in MX Administrator.
If the user cell phone number is configured in the user area, users will not receive a text
if they attempt to text themselves.
11.1.2 Overview Process
• SMS is an optional service that Zultys Cloud Service customers may order using part
number 91-19301-V. This part number includes 1000 inbound/outbound SMS messages
per month.
• All backend configuration is performed by Zultys personnel.
• Zultys Cloud Service customers who manage their customers system must enter the DID
numbers or shared numbers as described above (11 digit entry) In MX Administrator.
•
Backend configuration work in this scenario is still performed by Zultys
personnel.
SMS short codes are not supported in ZAC.
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11.2 Operation
11.2.1 Sending SMS Messages - User Role
1. From the minimized or expanded mode click the New message to icon.
2. Enter the desired SMS number in the “New message to” field. You may click the X to
cancel the operation.
3. Click the
icon.
4. At the chat screen, enter your message and press
.
5. You will see the response in the Chat area. Continue to enter/receive responses in this
area.
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You may also start an SMS message with other MX users that have a mobile phone
configured in the system. When you select a user and bring their history screen up, you
will see an icon in the lower left corner.
Select via to send via the MX(internal) message or the SMS option to send to the users’
mobile phone.
You may also start an SMS message with a contact have a mobile phone configured in
the system
Select via to send via the MX(internal) message or the SMS option to send to the users’
mobile phone.
Click the text icon
in the contact record.
Enter the text and click Send.
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11.2.2 Receiving SMS Messages
A user may send and SMS message directly to your MX DID number.
1. When you receive an incoming SMS message, a popup (if configured) will appear and
the Recent area will display a notification (if you are not in the Chat screen).
2. Click the popup window to present the chat area.
3. Click the recent area to display the SMS message in the list of activities.
4. Click the entry to enter the Chat area.
5. View responses and type your responses in the Chat area.
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11.2.3 Call Group SMS – Agent Role
Agent Role SMS allows users who are agents of Operator, ACD, or ICC groups to receive and
send SMS in their agent roles. Incoming SMS routing to an agent is controlled by your System
Administrator. Outbound SMS allows an agent to send an SMS using their group phone number
to present to the recipient.
11.2.4 Operation
11.2.4.1
Notification of an incoming SMS to an agent:
A popup notification will appear.
Text session after clicking Accept
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You may converse with the external user in the chat text entry area.
•
Disconnecting the session:
When you are finished, click the disconnect icon
or
A confirmation will appear:
Click DISCONNECT to end the session.
An agent may restart a disconnected session:
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11.2.4.2
Session options
Suggestions – The System Administrator may have configured pre-programmed suggestions to
make common conversation items easy to select.
Click
to display the list of suggestions.
Right click on the suggestion and click send.
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Transfer – Agents may transfer the SMS session to another agent in the group.
Disconnect – Click this icon to disconnect and stop the SMS session with the external user.
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Click the More icon
to reveal more session options.
Active chat sessions – Displays a list of the active SMS sessions that an agent has.
History – Agents can view their session history and select a session to review the exchanges.
Click on the session to display the history.
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Files and Links – The agent may display a list of media, files, and links that were exchanged in
an SMS session.
Search in Chat – Allows an agent to search a SMS session based on specific keywords.
Pin tab – This option will pin the current session tab so that any new selections will not remove
the tab form view.
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11.2.4.3
Outgoing SMS session – Agent Role
Agents can initiate outbound SMS messages in their agent role. This presents call group or
other phone numbers to the external recipient.
Enter the number to send the SMS to and press ENTER:
Select the role from the drop down menu and click OK.
NOTE: If you only use one role for outbound you may select the “Always use active role when
starting a new SMS conversation”. This will eliminate the need to select a role for each SMS
conversation.
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11.3 Conditions
•
•
•
•
SMS to a call group utilizes WebChat as the infrastructure to deliver SMS messages to
agents. The WebChat feature must be enabled and configured in the MX system.
SMS is not applicable to Number Associations in the call group.
Incoming messages are distributed to agents based on the Call distribution setting in the
General tab of Operator and Call Groups in MX Administrator.
In the case of a ring all type, all agents will receive the notification. Once an agent
answers, notification is removed from other agents that did not answer the call.
If an agent declines the SMS message, the message is routed to the next available
agent in the group.
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12 Microsoft Office Unified Communications
12.1 Description
This feature allows Windows based ZAC presence information to be shared with Microsoft
Outlook 2010+ versions. ZAC users’ presence status can be viewed within the Outlook
application without the need to view the ZAC application itself.
In addition, actions such as call, Instant Message can be initiated from Outlook as well.
12.2 Operation
Once the feature is enabled in ZAC Settings, operation is inherent. Presence status is shown for
all e-mail recipients in Outlook:
Presence Status is also shown in the People Pane of Outlook.
Moving your mouse over the presence area of a user will present the quick action menu:
From the quick action menu you can:
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•
•
•
Initiate an IM session. ZAC IM window will appear. Depending on your ZAC settings,
ZAC may appear.
Place a call to the user. ZAC will be invoked. Depending on your ZAC settings, ZAC may
appear.
Send an e-mail using Outlook
MXIE Presence Status
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Available
Available
Not Available
Do Not Disturb - Not Available
Busy
Busy
At Lunch
Away – At Lunch
In a Meeting
Busy – In a Meeting
Be Right Back
Away – Be Right Back
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Appear Offline
Offline
12.3 Conditions
•
•
•
•
•
•
•
Outlook 2010+ must be installed on the users’ PC.
This feature operates independently of Zultys Outlook Communicator or Microsoft
Exchange Communicator (MSEC). Neither application is required for this feature to be
utilized.
This feature does not require an Exchange Server to be present.
This feature does not require any additional license to operate. The only requirement is
a valid user license and MXIE must be installed and running on the MX system.
The Microsoft Web based application SharePoint must be run in Internet Explorer to
view presence status. Firefox, Chrome, Safari web browsers will not support the Unified
Communications integration.
Outlook supports one direct connection presence application from external programs. If
the user already has an external presence sharing associated with Outlook, Skype for
example, enabling the Zultys feature will disable the Skype presence
The e-mail address in Configure\Users in MX Administrator must be programmed.
ZAC/Settings/Application
•
•
Slide the control to enable the feature and click Apply.
Microsoft .NET Framework 4 (or greater) must be installed/active on the users’ PC in
order for this feature to operate properly.
This feature is only supported on Windows based Zultys Advanced Communicator.
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13 Video Calling – User to User
13.1 Description
Zultys Advanced Communicator (ZAC) users can place video calls to other ZAC users.
13.1.1 Video Calling Requirements:
• ZAC 9.0.36 (or greater) required
• ZAC MUST be bound to the Softphone
• ZAC MUST be in full screen mode
13.2 Operation
While in a user tab, click the Start video icon:
A call will be placed to the user.
When the user answers, your video is displayed to that user.
The called user clicks the Start video icon in the session bar to start their video.
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Either party may start/stop their video portion of the call using the start/stop video icon, This
icon toggles the start and stop states.
To maximize the video window, click the
icon and select the desired view.
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To open a chat window, click the
icon:
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To end the call, click the end call icon in the session bar
13.3 Camera selection
13.3.1 Description
This setting allows you to select the desired camera on the host PC to utilize for video calls.
13.3.2 Operation
Settings>Application>Audio and Video Devices
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Use the camera drop down menu item to select the desired camera to use.
The preview dialog option allows you to select video prior to joining a video call.
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14 Video Calling – Multi-Party
Zultys Advanced Communicator (ZAC) users can now place video calls to multiple ZAC users as
well as external parties. This feature now allows video, screen share, and file transfer between
the users/external parties in addition to voice and chat capabilities.
14.1.1 Starting a video conference
• While in a Chat group, start an audio conference call using either start option:
•
Participant will click on join call.
•
Participant will see main screen with call controls:
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•
•
Participants will click the
icon to start their video stream:
The collopased mode video screen is displayed:
14.1.2 Host view:
The default setting for a multi-party video conference is Speaker mode. This mode will
always present the currently speaking participant as the main video screen for other
participants.
•
Participants may stop their video by clicking the
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14.1.3 Collapsed - Expanded mode
Participants may choose between collapsed and expanded modes.
•
To choose expanded mode, click the
•
Participant speaking in collopased/speaker mode:
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•
Participant speaking in expanded mode/Speaker mode:
14.1.4 Speaker – Grid mode
Participants may choose between speaker and grid modes. Please note that Grid mode is only
available when in the expanded mode.
•
To choose the grid mode, click the
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14.1.5 Chat session
Participants may also have a group chat session in the conference. Please note that Chatd
mode is only aviailable when in the expanded mode.
•
To open the chat session window, click the
icon in the bottom toolbar. A chat
window will open and you may send group chats to all participants. Click the X in the
Chat window to remove the chat window form the screen
14.1.6 Screen share
Participants may also share their screen with other particpants. Please not there may only be
one participant sharing their screen at a time.
•
Participant clicks on the Start screen sharing icon:
•
Particpant who started screen share will see:
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•
Participants will see the screen of the sharing party:
•
•
Click Stop to end the screen sharing session.
Participants viewing a screren share session may exit the screen share by clicking
the Stop/Exit session icon:
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14.1.7 Participants
A user may view all the Participants of the video conference
•
Participant clicks on the
•
Click X to close the Participant window.
icon in the upper toolbar:
14.1.8 Add party
You may add a party to an exiting video conference.
•
Participant clicks on the
icon in the upper toolbar:
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•
•
Select the desired users to add to the conference.
Click add or X to cancel
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15 Command line parameters
15.1 Description
ZAC supports a number of command line parameters.
Upon installation of ZAC a default shortcut is automatically placed on the Windows Desktop, as
well as in the ‘Start Menu | Zultys folder. The simplest way to apply command line parameters
is to create a copy of the default ZAC Shortcut and edit the target properties.
15.1.1 Steps to copy and edit shortcut:
1) Select Start | All Programs | Zultys – Right click on ZAC and select copy.
2) Paste the copied shortcut to the desired location and rename as required.
3) Right click new shortcut and select Properties, ensure that Shortcut tab is selected
Type the required command line parameters at the end of the target field. For example:
"C:\Program Files\Zultys\ZAC\Bin\zac.exe" new
Will start a new instance of ZAC
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15.1.2 Macintosh
You can use AppleScript (which comes with all versions of the Mac OS) to run command line
parameters.
You will need to create a new AppleScript and with the following single line statement. do shell
script "open -n -a /Applications/zac.app --args new"
You may then save it as an Application.
15.1.3 Available parameters:
Function
Syntax
Example
Login Screen Parameters
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Function
Syntax
Example
Login Name
n=[User Name]
n=john.doe - Login as the user
“john.doe”.
Password
p=[Password]
p=1234 - Login with the password
“1234”.
MX IP Address/URL
u=[MX Address]
u=192.168.1.100 - Connect to the MX at
192.168.1.100.
Exit
exit
Exits ZAC
New Instance
new
Starts a new instance of ZAC
Logout
logout
Force Agent Role
forceActiveRole=<agentG
roupProperty>
Logs out the current user and presents
the login screen
If set will force all outgoing calls through
agent group, provided in
<agentGroupProperty> which is the value
by extension or name.
If cmd line set, active role change should
is disabled in ZAC UI.
Roles
roles=[role_list]
• roles=[all] - Logs user into all their
roles.
• roles=[Main_Operator,Sales] - Logs user
into call groups named “Main_Operator”
and “Sales”. Separate each call group
with a “,” (comma) and no spaces.
Note: that the Role screen cannot be
bypassed if multiple locations are defined
on the MX. Specified roles will be
checked, but the user must click OK to
continue. Call Groups cannot be named
“all” if there is a call group with this name
the roles=all will not function properly, as
a workaround use “all_roles” instead of
“roles=all” or rename the call group.
Call
(call=<number>)
Start ZAC and place call to specified
number
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Function
Syntax
Example
Location
location=[location name]
Start ZAC and use the location specified in
the command line
Bind to Device
b=[device_id]
For example: b=000BEA801234 - Binds to
Device ID 000BEA801234
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16 ZAC 8.2 Features/Functionality
This section describes the new features added starting in version 8.2.
16.1 Speed Dial
16.1.1 Description
System Speed entries are now available directly from the ZAC interface. ZAC users may initiate
a call to a pre-configured number using this feature.
16.1.2 Operation
Click the Speed Dial icon in the left menu bar:
Note: If you have Agent Roles enabled, the Speed Dial icon is below the Agent Role
icon. You may use the scroll arrow to display the Speed Dial icon.
Select the desired contact/number and click the call icon:
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Conditions
•
System Speed dial numbers are configured in the MX Administrator program.
MX Administrator>Configure>System Speed Dials
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16.2 Change another user’s presence
16.2.1 Description
This feature provides a method for a user to change another user’s presence and their presence
note.
16.2.2 Operation
Click the desired contact/buddy and select Info from the more menu:
Click the Change Presence or Note option. Enter a note and select the desired presence for the
user.
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The user’s presence and note are updated.
Conditions
•
A user must have privileges to change another user’s presence and note. This is
configured in MX Administrator>Users>User Profiles>General tab.
A checkmark indicates users with this profile may set other user’s presence/note.
A user will not see the option to change presence or note if this is not enabled:
•
A user must be logged into ZAC in order for this feature to function. Users’ may not
perform presence change on a ZAC user that is not logged in.
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16.3 User Profile Settings
16.3.1 Description
This feature allows administrators to enable/disable certain features in MX Administrator that
are available to ZAC users. This allows a method to hide feature functionality from ZAC users.
16.3.2 Operation:
MX Administrator>Users>Profiles
Features in the General, Client settings and Misc tab can be configured. The items that may be
configured are:
General tab:
•
•
•
Enable voice mail
Can view parked calls
Enable ZAC usage
Enable IM (please note conditions)
Enable video
Can change presence/presence note of others
•
Can return calls from voice mail
Client tab:
•
Manage multiple calls via
Misc tab:
•
•
•
•
Call Handling rules
Softphone
Call monitoring
External Phone associations>Allow binding to ZAC
16.3.3 Conditions
• Disabling IM prevents the operation of IM and file exchanges for Webchat agents. User
profiles configured for WebChat agents should always have IM enabled.
• Please note that Video capability is configured to OFF by default in User
Profiles. Video must be configured to ON for ZAC users wanting to utilize
video functionality. Please note that configuring video to ON when a user is
on an active call will result in the user being able to start video immediately
while on that call.
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16.4 ZAC Local File encryption
16.4.1 Description
ZAC will now encrypt files that are locally downloaded on a user’s PC.
16.4.2 Operation
None. This operation is automatic and no configuration changes in MX Administrator or ZAC are
required.
The following file types will be encrypted:
Voicemail
Call recordings
Faxes
Chat files
Greetings
Local database
16.4.3 Conditions
• The contents of these files cannot be accessed outside ZAC.
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16.5 Queue Monitor Supervisor Commands
16.5.1 Description
This feature allows supervisor functions for calls in queue to be performed directly from Queue
Monitor screen. Supervisors of ICC groups may now access these options directly from the ZAC
Queue Monitor.
16.5.2 Operation
• Select call-in-queue
• Select the action to be applied to selected call
Note: For Automatic Call Back calls-in-queue, only the listed below options are available:
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- Set Priority
- Disconnect
16.5.3 Conditions
• This functionality is only available to Supervisors of an ICC group.
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16.6 Recent Screen Improvements
16.6.1 Description
The Recent screen has been improved to include Avatars, user presence, user typing and draft
functions.
16.6.2 Operation
• Avatars and presence in the Recent list:
•
Avatars and presence in the Recent list when engaged in a chat:
•
Draft status displayed in a chat:
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•
User typing indication in a chat:
16.6.3 Conditions
• If there is a draft for a particular chat, the draft chat will appear at the top of the Recent
list.
• Draft content is maintained on a ZAC re-login.
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16.7 MXIE Contact Import
16.7.1 Description
This feature allows ZAC users to import their MXIE local address book contacts. Contacts display
in the Imported tab of the Contacts area.
16.7.2 Operation
• Navigate to Contacts>Imported.
• Click the more icon.
•
•
•
Click Import contacts.
Select the MXIE local address book file type.
Use the File explorer to navigate to where the local contacts are stored.
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16.8 Read Status improvements of voicemail and call recordings
16.8.1 Description
This feature allows the user to change the read status of voicemail and call recordings in a bulk
fashion. Users can now change the read status of multiple or all message types.
16.8.2 Operation
• From the Voicemail menu click the Edit button:
•
Click the Change read status item:
•
Click Mark All as Read:
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•
Confirm the selection
You may also select/unselect individual messages to change the status.
•
Check/uncheck the messages to change the status of:
•
Click the Change button:
16.8.3 Conditions
16.9 Conference Accept/Reject Status
16.9.1 Description
This feature allows conference participants to accept or reject a conference invitation. In
addition, the conference owner may re-invite participants who initially rejected the conference
once the conference has started.
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16.9.2 Operation
Conference Participants:
Internal participants who receive a conference invitation may click on the invitation to display
the conference information.
The participant may select to Accept or Reject the conference invitation.
If the participant accepts the invitation, the conference is added to their calendar and they will
receive the notification icon prior to the conference start time.
If the participant rejects the invitation, they will be prompted with a confirmation dialog:
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Clicking Reject will delete the invitation, and no calendar invite is added. The user will not
receive any notification when the conference starts.
Conference Host:
Once the host starts the conference, they may navigate to the Info screen to view the
participants and their status:
The host may invite participants who rejected the conference invitation. They do this by
selecting the More icon and then selecting Invite.
The user status will change form Rejected to Pending:
Once the participant Accepts the invitation, the Info screen changes to reflect the new status:
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When the participant joins the conference the Participants tab will reflect their status as Active.
The host may also delete the participant who rejected the invitation by clicking on the Delete
option. This will remove the participant from the Info screen.
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16.9.3 Conditions
• Conferences with a "pending" status will be shown on the top of conferences list in the
All tab. These conferences will also be marked with a "red" color.
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16.10
Search Functions
16.10.1
Description
Multiple areas of ZAC include new search functionality. Users may locate information by
performing a search function. This search function is incorporated into the Recent, Voicemail,
and Fax menu areas.
16.10.2
Operation
Recent>All, Calls or Messages
•
Enter the desired text to search for in the search bar. All matching text will be
presented.
Voicemail>Inbox
•
Enter the desired text to search for in the search bar. All matching voicemail messages
will be presented.
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17 ZAC 8.4 Features
17.1 Full screen mode improvements
17.1.1 Description
ZAC 8.4 includes numerous improvements when the user is in the full screen mode.
Improvements in control location, screen size, tab management as well as other improvements
were added to full mode operation. The improvements make application activities (answer calls,
messages, etc.) easier without having to explicitly switch tabs. Improvements also allow the
user to maximize the screen area when using collaborative functions like screen sharing, video
conferencing.
17.2 Operational Improvements
17.2.1 General
•
•
The top level More button menu
(About, Settings, Logout and Exit options) has been
moved to the Avatar/presence part of the screen. The button remains in this location
throughout compact/full mode changes.
Quick search is moved to the Avatar/presence part of the screen and remains constant
there.
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•
Clicking an Avatar of an internal user will display the user’s information and quick action
tools.
•
Presence can be changed when in tabbed mode on an active call or conference.
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•
Clicking on a user avatar will display the information tab for the user (internal user)
17.2.2 Conference:
There were numerous improvements when utilizing the Conference feature. The improvements
were designed to maximize screen space and make utilizing collaboration tools easier.
•
Grid mode is set by default for video conferences. The last mode (Speaker or Grid)
utilized by the user is now retained.
•
Show/hide side screen – This option allows you to minimize the side screen to view
more collaboration space and remove the left call/information screen.
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After clicking the button, the viewing space is maximized.
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Click the show/hide side screen icon again to restore the side screen.
•
Participant status displayed in the participants header.
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•
Conference Preview window. This feature allows you to select audio and video devices
prior to joining a conference.
If the user disables Always show preview they can restore the functionality:
Settings>Application>Audio and Video devices>
•
Join conference by conference ID. This feature allows a user to join a conference simply
by entering the conference ID.
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•
Screen share full mode. A user viewing another user’s screen may maximize the viewing
window by the use of the full screen mode.
Click the enter full screen mode icon in the lower right corner during a screen share.
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The window will expand to full screen mode:
Click the exit full screen mode in the lower right corner to exit the full screen mode.
•
Floating conference window. This feature allows a user that navigates away from their
video conference to have a window that allows them to monitor the conference. They
can also use the window to re-join the conference.
While on a conference call:
•
•
•
•
Click outside the ZAC screen.
You will see the selected screen as well as the floating conference window.
You may move the window to any location on the screen.
Double click the window to rejoin the conference.
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Example: User in a video conference that clicked on the Word application. The floating window
for the conference appears.
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17.3 Drag and Drop call to a speed dial
17.3.1 Description
This feature allows a user on a call to perform a unattended transfer to a speed dial location by
drag and drop operation.
17.3.2 Operation
• Click and hold the call session window.
• Drag the window to the speed Dial area. The area will expand.
• Drag the window to the desired speed dial entry and release the mouse.
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17.4 Start Now Conference
17.4.1 Description
This new conference type provides a user with a conference that can be started immediately. In
addition to an immediate start, the organizer can invite participants via ZAC and/or e-mail
invitations.
17.4.2 Operation
In the conference area:
•
Click start now
•
Fill out the fields for name-internal participants-number of external callers-durationpassword-MXmeeting-end call on host leave.
•
Click either Start Now or Start Now and Invite
•
Clicking Start Now will present the conference Preview window. Select the audio/video
devices that will be used for the conference.
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•
The main conference screen will appear after starting the conference:
•
To invite users to the conference after starting the conference:
•
•
Click invite icon in toolbar
Choose user types to invite:
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17.5 Video Warning
17.5.1 Description
This feature provides a pop up message that indicate a user is not configured for video services.
17.5.2 Operation
A user that attempts to utilize video services that is not configured will receive a pop up
message indicating video is not available.
Pop up messages are also provided for a user to user video call
Pop up message is displayed for a camera busy condition
Click on the message to extinguish.
17.5.3 Conditions
• Video is configured in the User Profile section of MX Administrator.
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17.6 Audio and Video device selection while on a call
17.6.1 Description
This feature allows a softphone user involved on a call or conference to select/change their
audio device while on the call.
17.6.2 Audio Operation
• Click the arrow at the bottom of the mute icon.
• Select the audio device to be utilized.
• Click Select.
17.6.3 Video Device Operation
• Click the arrow at the bottom of the start video icon.
• Select the video device to be utilized.
• Click Select.
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17.6.4 Conditions
• User must be bound to the softphone for the audio functionality to appear.
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17.7 Presence note for Agent role
17.7.1 Description
Supervisors and agents will now see both an agents current presence status and any notes they
have added when they are in the Agent Role screen.
17.7.2 Operation
Once the agent has set a presence and their note, the setting will display as:
Agent Role screen:
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18 ZAC 9.0 Features
This section describes the new features that are introduced with ZAC version 9. Please note that
some of the features described here only function when ZAC 9 is connected to MX systems that
are Release 18.0.3 or greater.
18.1 Ongoing Conference
The ongoing conference type provides a conference bridge that has a persistent conference ID.
This conference type can be used as a “personal” conference bridge.
18.1.1 Operation
To configure an Ongoing type conference:
>
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Once configured, the conference will display in the conference list area.
Clicking the conference will display the Options icon:
•
Invite
Click invite to display the invitation options for the ongoing conference type.
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•
Invite by email: (Schedule function)
This will generate an email invitation with the ongoing conference bridge link for both
internal and Guest users.
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18.2 Conference improvements
18.2.1 One time conference improvement
One time conference types now prompt the user to keep the conference information when it
ends. This allows the user to keep the conference for future reference including all chat and
files.
•
Once Type Conference
When the conference ends user is prompted:
Conference will display in the Past conference list if Keep is selected:
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18.3 Voicemail/Fax Improvements
Several areas in the Voicemail menu were enhanced or new functionality was added for
improved user functionality.
18.3.1 Voicemail/Fax CallerID
Both our voicemail and fax interface now show both name and number on two separate lines
for better readability.
18.3.2 Deleted voicemail folder:
Users can manage their deleted messages in the deleted voicemail folder. This provides access
to deleted messages for restore or permanent delete options.
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18.3.3 Storage display
Users can now view their mailbox storage time and message count.
18.3.4 Mark Read/Delete Bulk operation
Users now have enhanced control over their voicemail and faxes, making it easier to manage
messages by being able to conveniently select individual, all, all read, or unread items and
either mark as read or delete voicemail or faxes.
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18.3.5 Fax status indications
New red and blue icons accompanying faxes now provide status updates. indicating whether
the fax failed to send (red icon) or if the sending process is currently in progress (blue icon).
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18.4 Chat Improvements
18.4.1 Search Chat
Users can now search for specific keywords, phrases, or even dates, pinpointing the exact
information they're looking for. Search results include media, files, and links within their chat
conversations.
•
Click the More icon:
•
Click Search in Chat and enter the text you want to search:
Note: Once you display the search chat window it will remain visible for all chats
you access. To hide the search window click Hide.
Users can jump directly to the relevant message within the chat thread using arrows navigation.
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18.4.2 Reply Message
• Right click on a specific message in the thread. Click Reply message
•
You can also reply only to a specific selection in a message. Highlight the text, right
click, and select Reply to selection to choose this option.
18.4.3 Forward message
A user can forward messages from any conversation in ZAC, including private groups and DMs.
If the user is a part of that conversation, clicking on the message will redirect them to the
original message.
•
Right click on the message and select Forward.
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•
The body of the forwarded message contains the entire original message, a note from
the sender, and time information.
•
Select the destination to forward the message to. Destinations can include other users,
chat groups, or conferences.
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•
Click Forward when finished.
18.4.4 Drag drop file
This feature allows the you to drag and drop a file into a chat session. This will share the file to
the recipient(s) in the chat session.
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18.5 Conference Improvements
Redesigned call panel for audio and video calls. The new user interface (UI) now features
clearer icons and simplified functionality, making it effortless to manage video and audio
settings, screen sharing, and participant management
18.5.1 Top Call Panel
• While in a video conference, the top panel displays the group name, timer, list of
participants, and invite options. By clicking the View button, users can easily change the
video layout according to their preferences.
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18.5.2 Bottom call panel
During video conferences, the bottom panel presents navigation buttons for video and audio
control, placing the call on hold, sharing the screen, opening the chat panel, and ending the
call. The "More" button reveals a personalized list of options based on each user's permissions.
The image showcases the complete available list of options.
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18.5.3 Pagination for video conferences larger than 20
During video mode, when users have more than one screen with participants, they can easily
navigate through the screens using either the arrows located on the left and right sides at the
bottom or the slideshow bullets at the top.
18.5.4 Internal Invitation - Add to calendar
Accepting an internal invitation will prompt the user if they want to add the event to their
calendar if you enable Calendar sync in Settings. The user may also select the option to save
the choice.
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18.6 Ad Hoc Conference (invite participants)
This feature allows a user to invite additional user to an existing ad hoc conference.
Convert an active call to a conference by clicking on the three dots and select Conference.
1. Click on the Plus sign to invite a user
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Add internal participants
i. Search and select from list. Check box and then Add Participants.
•
The invitee will see the new active conference in their ZAC.
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2. Invite external participants by link
3. Invite by access ID XXXXXXXX will copy to the clipboard
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4. Invite by email. This just opens an email with the normal conference invite
template.
5. Invite by call. Select and the MX will call them. When they answer the incoming
call, they will be prompted to press 1 to join the call.
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18.7 Report an Issue
This allows users that encounter any application issues to report the issue. The report will
include the diagnostic logs and the user may enter information and screenshots as well.
18.7.1 Operation
• Select More>Help>Report an issue
•
Complete the form and include any information that may be related to the issue.
•
Click Send.
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18.7.2 Conditions
• Diagnostic logging must be enabled to include logs.
More>Settings>Application
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18.8 ZAC Auto Update
This feature provides a streamlined method of updating your ZAC application with new versions.
The feature has flexible deployment options configured by your system administrators to control
how ZAC users are updated.
18.8.1 Operation
• Update at login - A notification pop-up appears when the user logs into the system,
informing them about any updates that were released while they were logged out.
•
Update during runtime - A notification will appear if a new ZAC version becomes
available while the user is logged into the application.
•
About screen – If you select remind me later, an option exists in the About screen to
install the update.
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18.8.2 Conditions
• ZAC users that are upgrading from ZAC version 8 to ZAC 9 must perform a manual
installation from version 8 to 9.
• The ZAC upgrade feature is configured by your system administrator.
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18.9 MMS
18.9.1 Description
This feature allows users to send and receive images/files when utilizing their SMS service.
18.9.2 Operation
Sending
•
Start a new SMS message by clicking the message icon and entering a phone number in
the new message text box.
•
Use the paperclip icon to add a file from a storage location or paste the image into the
work area.
•
Click Send
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Receiving
When you receive an MMS attachment, you can click the download arrow to view the file.
The image is displayed in a thread once it has been downloaded by the user.
18.9.3 Conditions
• The maximum file size for an MMS file is 3.7Mb.
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18.10
Multi Factor Authentication (MFA)
18.10.1
Description
MFA provides a second authentication method that requires verification prior to allowing the
user to login to the application. This provides an additional security layer for the user.
Authentication can be either via SMS or email notifications.
18.10.2
Operation
• Once configured, you will receive a verification code either via SMS or email.
• Enter the code in the MFA screen.
• Click Verify.
You may request a new code by clicking Get new code. This will send a new verification
code either by SMS or email.
Users can skip MFA for future logins by switching on the toggle if the option is configured.
18.10.3
Conditions
• All MFA parameters are configured by your system administrator.
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18.11
Failover/Redundancy
18.11.1
Description
A ZAC user can now automatically failover to a redundant system in the event of a failure or
outage of the primary system. The feature allows a seamless transition ensuring a reliable user
experience.
18.11.2
Operation
• In the event of a system failure, a pop-up window is displayed informing that the
connection is lost.
• You may:
o Wait for the timer to expire and be connected to the redundant system
o Click Connect to a failover system to immediately switch to the redundant
system.
o Click Change host to connect to another MX system.
Changing the host allows the user to return to the main login window, where
they have the ability to manually enter the new server address they wish to log
into.
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•
You will see a notice icon at the bottom of the application that will display you are
connected to the redundant system.
18.11.3
Conditions
• The system must be provisioned and configured for MXredundancy by the system
administrator.
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19 ZAC 9.2 Features
19.1 Departments
This features allows users to be configured into a Department. Within ZAC a user will be able to
apply a filter to the Contacts list so that it only displays Users who are a member of the selected
Department and any of its sub-departments (if there are sub-departments for the selected
department).
19.2 Operation
19.2.1 ZAC Client:
• Select Contacts and then click the Filter option:
•
Select Departments.
•
Enable a department by clicking the circle next to the Department name.
Enabling Show selected departments above contacts will display a department filter
indicating which departments are active.
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The contacts will now display only the selected departments:
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Only Test1 and Test3 department contacts are displayed
19.2.2 Services
You may also filter out services such as Auto Attendant, call groups, etc.
•
•
Select the filter and select Services.
Click the services to filter out and click OK.
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19.3 Screen Selection
19.3.1 Description
ZAC 9.2 allows you to select which screens (monitors) and window within each screen to share.
When you start a screenshare session you will be prompted as follows:
•
•
•
Select a Screen (monitor) to share.
Click the screen to share the entire screen or select a particular window to share.
Click Share
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20 ZAC 9.4 Features
20.1 Flex Application
The Flex application is now included in ZAC 9.4 and available when connected to an MX 18.4 (or
greater) system. The Flex application can launch a URL, execute an Application (command line),
or connect to the Flex Plus application.
20.1.1 Operation
To enable/disable the Flex application:
•
Settings>Flex
•
Toggle the slider to enable/disable the Flex application.
20.1.2 Flex Configuration parameters
To configure Flex application parameters:
•
Settings>Flex>Click Flex in the Settings menu to configure Flex parameters.
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General>Ignore Inbound and Ignore Outbound checkboxes determine whether the
configured action is executed for inbound and outbound calls respectively.
•
Execute action>On ringing – The Action is executed when an incoming call is offered to
the User.
•
Execute action>?When answered – The Action is executed when an incoming call is
answered by the User.
The Action/Mode section determines the URL or Application that is executed upon receipt of a
call as well as the parameters appended to the action.
Examples of URL and Application entries that can be used to initiate an Action with Flex are
included in later sections.
•
URL – When selected the defined URL with Command Line arguments appended is executed
in the default web browser.
•
Application – When selected the specified application with Parameters argumentsappended
is executed. The full path to the application must be specified. For example: C:\Program
Files\Internet Explorer\iexplore.exe
•
Command line/Parameters line: This field defines the text and parameters to be
appended to the URL or Application command.
•
Arguments: Select an item from the drop-down list then press Add to insert it in the
Command Line. When the Action is executed, the place holder is replaced with the
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corresponding call specific information. Separate two or more items in the field with a blank
space.
20.1.2.1
Using CAD fields in query
It is possible to include Call Attached Data (CAD) field values in the parameter line. The CAD
feature is configured through the MX Administrator. It allows additional notes and call specific
information to be attached to a call when it is forwarded to a user. CAD fields can be attached
to a call via Auto Attendant and Call Attached Data Templates. CAD fields apply to both inbound
and outbound calls.
Note that to enable the CAD fields for calls you must configure the Auto Attendant settings as
well as Call Attached Data Templates in MX Administrator.
To use a CAD field as part of the parameter line, you must first setup the CAD field by pressing
the Setup CAD button in the Parameter tab.
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To add a new CAD field:
•
•
•
•
Click Add new button. A new entry in the list box will appear.
Specify the name of the CAD field in the Name column.
The two other options on the list refer to how Flex interprets calls which contain the
defined CAD field but the field is empty, or if the call does not contain the CAD field at all.
When Use Default if Empty is enabled, Flex will use the value specified in the Default
Value column when performing a query for calls that include this CAD field but the CAD
field
does
not
contain
any
value.
When Use Default if Absent options is enabled, Flex Communicator will use the value
specified in the Default Value column when performing a query for calls that do not contain
this CAD field
Click Ok when you finish configuring the CAD values.
The CAD field has been added to the drop-down list of Arguments options and can now be
inserted into the parameter line.
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20.1.3 End of Call Notification
The End of Call Notification Action section determines the URL or Application that is executed
upon the completion of a call. The parameters (Global Call Id, Call Duration) can be appended
to the action as well.
•
•
•
By default, this function is not enabled. To enable, check the End call notification
checkbox.
Select the desired action parameter (URL/Application) from the drop down selection. Add
any necessary command line parameters.
Select an item from the Arguments drop-down list then press Add to insert it in the
Command Line. When the Action is executed, the place holder is replaced with the
corresponding call specific information. Separate two or more items in the field with a
blank space.
20.1.4 Do not perform action if
This section allows calls with no caller ID and/or calls with a caller ID that matches a defined
pattern to not trigger the defined Action. The Action section determines the URL or Application
that is executed upon receipt of a call as well as the parameters appended to the action.
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•
Caller ID is empty – When enabled a call received without a Caller Number does not trigger
the defined Action.
•
Caller ID matches pattern – When enabled a call received with a Caller Number that has
the same number of digits as the number of characters defined in the pattern will not trigger
the defined Action.
The example below would be appropriate for a company that uses 3 digit extension
numbers.
Note: Flex only takes into account the number of symbols entered when evaluating the
pattern. It is recommended to use the character ‘x’ to symbolize each digit position. Only a
single pattern may be entered.
20.1.4.1
Phone number conversion
This field allows you to select the number of digits that will be passed to the CRM application or
select a Custom Conversion.
Digits
Custom – Click Setup after selecting Custom conversion
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Default settings will convert most phone numbers into E.164 format.
20.1.5 Flex Notification
The Flex notification popup will appear (if configured) when an incoming call is received.
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20.1.6 Examples of Action configurations
The Flex application provides a flexible interface between the Zultys MX phone system and 3rd
party applications. It can be used with any web based system that can be accessed via
execution of a URL or any Windows application which can be accessed via a command line. This
section details several examples of using Flex.
•
Searching Google for the received Caller Number using the default Web Browser.
Select URL from the drop-down list and type the following web address:
https://www.google.com/search?q=
In the Argument drop-down list select Caller Number and press Add.
•
Search Facebook.com for the received Caller Name using the default Web
Browser.
Select URL from the drop-down list and type the following web address:
http://www.facebook.com/search/results.php?q=
In the Argument drop-down list select Caller Name and press Add.
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•
Launch Internet Explorer application and search Google for the received Caller
Number.
Select Application from the drop-down list and type the following application and path:
C:\Program Files\Internet Explorer\iexplore.exe
In the Parameters Line specify the following URL and argument:
www.google.com/search?q=%CallerNumber%
20.1.7 Conditions
• The Flex application requires only the ZAC user license. No separate license is required
to utilize the Flex application in ZAC 9.4.
• The MX system must be running Release 18.4 or later.
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20.2 TEL click to dial from ZoHo
20.2.1 Description
ZAC 9.4 has been enhanced so that Contacts in the ZoHo CRM application can be dialed by
clicking the phone number in the contact record. ZAC will be used to place the call.
20.2.2 Operation
• The user clicks the telephone icon in the ZoHo contact record:
•
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20.3 SAML based Single Sign-On support
ZAC 9.4 supports SAML based Single Sign-On (SSO) authentication starting from MX Release
18.4. By integrating an MX system with SSO ZAC may be authenticated via SAML ensuring that
enterprise-wide security requirements and access controls are enforced.
ZAC 9.4 supports SAML based Single Sign-On when used with an appropriately configured MX
system running Release 18.4 or later.
SAML SSO has been developed and tested with Microsoft Entra ID and ClassLink, with the
potential to support other identity providers such as Okta, Duo, Auth0, and OneLogin.
With SSO, users can log into ZAC and connected apps using a single set of credentials,
eliminating the need to juggle multiple passwords or perform repeated logins. This enhances
security with options like multi-factor authentication (MFA) via the identity provider, while
reducing password fatigue and streamlining access.
20.3.1 Operation
Once configured on your MX user account, refer to Section 2.1 for standard and SO login
procedures.
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