gloCOM User Manual
Contents
1. Reset to default values Network General Choose your Connection Type and set your Connection timeout 106 Using Guide General Quality of Service General Connection Type y Service Providers T DSL 3000 3072 384 v Contacts B Phone Upload KBit s Chat Connection Download KBit s Sounds Other options Connection timeout 10 Sessions sec Discover my Public IP address 89 146 180 154 Quality of Service The goal of Quality of Service is to provide preferential treatment to certain subsets of data enabling that data to traverse the traditionally best effort Internet or internet with higher quality transmission 107 Using Guide General Quality of Service General y k Service Providers The goal of Quality of Service is to provide preferential treatment to certain 8 subsets of data enabling that data to traverse the traditionally best effort Contacta Internet or intranet with higher quality transmission B Phone Quality of Service Enable QoS 2 Choose one of the predefined QoS templates Chat mo y Sounds Sessions Session Add Edit or Delete sessions 108 Using Guide Sessions General y Service Providers 8 B Phone r Chat Existing sessions pwir bicomsystems com Add session Sounds v Network Note Changes2. 707 708 709 710 711 712 713 714 715 1716 717 713 719 720 Menu File 63 Using Guide View Contacts Tools History Help Sign Qut Ctri L Import 14 Account Ctrl I Restore From File Backup To File Reconnect to Server s Ctrl F Exit Certs Create new Session Edit Session Remove Session Sign me in automatically MET Create password 64 Using Guide Table 5 20 Sign In Sign Out Import IAX Account Restore From File Backup To File Reconnect to Server s Exit View Descriptions Signs in user Signs out user Import gloCOM configuration file which you received in a mail from PBXware Restore configuration from backup file Backup configuration to a file Reconnects gloCOM to server s if the connection has failed Log out of active connection s and exit gloCOM Field type Menu item Menu item Menu item Menu item Menu item Menu item Menu item 65 Using Guide gloCOM Bicom Systems File View Contacts Tools History Help 2 y Show toolbar d In as Moore E Users TF a Show All Users i Show Users Available on IM Y sign Gut Show Users Available on both IM and Phone Show Users Available on IM or Phone Softphone External phone calls Enter phone number Missed Calls 1 aoe E E Wi a 7 2 Lines pwir bicomsystems com Connected 6
3. Sounds Mozilla Thunderbird you must restart Thunderbird For changes to take effect L v Network Sessions Service Providers 90 Using Guide gt Service Providers General Enabled Name Hostname IP Address Session a Sr rea Contacts B Phone ES Chat y Sounds v Network Note Service Provider settings will apply after you Log Out Service Providers Settings Using Guide Add Service Provider Service Provider Settings Phone accounts Queue Agents Service Provider Settings Save this Service Provider as Add provider to Session Bicom Systems pwir bicomsystems com iv Server HostnamesIP Address pwir bicomsyst ems com Scan network Username Password Jabber resource fie home work Hide Advanced Options General Network configuration Display all users From this server Filter users Enable this service provider Table 5 26 Field Description Example Field Type Save this Service Name of the Service Bicom Systems a z 0 9 Provider as Provider Server Hostname IP Server Hostname or IP demo bicomsystems com a z 0 9 Address address of the PBXware server where you want to connect 92 Using Guide Field Description Example Field Type Username Username is the extension 125 0 9 number on the PBXware that you want to use Password Password is the extensions
4. License Agreement Read the license agreement and select I agree if you accept License Agreement Click Next to proceed with the installation or Cancel to exit the installation wizard Installation Lo gloCOM Setup License Agreement Please read the following license agreement carefully EY PRESSING THE ACCEPT BUTTON AND OR DOWNLOADING COPYING OR USING THE SOFTWARE YOU ACCEPT WITHOUT LIMITATION OR QUALIFICATION ALL OF THE TERMS AND CONDITIONS IN THIS AGREEMENT IF OU CO NOT AGREE TO ALL OF THE TERMS OF THIS AGREEMENT CLICK THE OO NOT ACCEPT BUTTON OU AGREE TO BE BOUND BY THE TERMS OF THIS EULA BY INSTALLING COPYING OR USING THE SOFTWARE IF OU DO NOT AGREE DO NOT INSTALL COPY OF USE THE SOFTWARE YOU MAY RETURN IT TO YOUR PLACE OF PURCHASE FOR A FULL REFUND IF APPLICABLE glolCOUM End User License Agreement 2 agree to the terme of this license agreement do not agree to the terms of this license agreement User Information User Information window prompts for User and Company name for gloCOM installation and registration Provide required details and click Next to proceed with the installation or Cancel to exit the installation wizard Installation Lo gloCOM Setup User Information Enter pour user information and click Next to continue NS a Mame John Smith Company Bicom Systems Cancel Installation Folder Installation
5. Audio Tuning Wizard Fax Printer Wizard Network Settings Enter phone number Missed Calls 1 Cas Ba Bros Lines pwir bicomsystems com Connected Audio Tuning Wizard Ctrl T Chrl 5 Network Statistics 14 Debug 70 Using Guide Audio Tuning Wizard is used to configure your audio devices for gloCOM Step I Welcome This is the Welcome screen and to continue click Next or Cancel to exit Audio Tuning Wizard Welcome Welcome to Audio Tuning Wizard This wizard will help you tune your Audio Settings that best Fit vou Click Next to continue Step II Playback Recording On this screen you can choose which audio device you went to use for Playback and Recording 71 Using Guide Audio Tuning Wizard Playback Recording Choose your plavybackfrecording devices Please select the microphone and speakers you would like to use Speakers Primary Sound Driver e Microphone Intel r Integrated Audio d Ringtone device Primary Sound Driver Step III Speaker Volume Here we can to adjust speaker volume and test it 72 Using Guide Audio Tuning Wizard Speaker volume Adjust your speaker volume Adjust your speaker volume O 100 Step IV Microphone Volume Here we can to adjust microphone volume and test it 73 Using Guide Microphone volume Adjust your microphone volume Adjust your microphon
6. Yes Yes Yes Yes 11 Overivew Features Group Announce Message Fonts customization Instant messaging group chat SSL encryption Instant messaging client Client info Personal message Debug information Network statistics Diagnostics log Queues Real Time Display Agent actions Description Sending instant message to a number of users with a single click This is a great feature for any type of group announcement Let s you ignore other parties font types by allowing you to define your own type Invite a group of users into a chat with moderator permissions All instant messages sent between users are SSL encrypted gloCOM is fully featured instant messaging client allowing user to user or group chat Drag your mouse over a contact to see name extension phone and jabber status Enter your personal message other contact will be able to see it Full asterisk debug information Get a preview of current network statistics Shows diagnostics logs for further issue tracking RTD shows all system queues its agents current calls waiting time etc Login Logout Free Enterprise No Yes Yes Yes Yes Yes Yes Yes Yes Yes No No Yes Yes Debug No No L Yes Yes Yes Yes Call Centre Features No No No No Call Centre Yes Yes Yes Yes Yes No Yes No L Yes Yes Yes Yes OEM Yes Yes
7. gloCOM Registration If you use Enterprise Call centre or OEM edition you need to enter a registration license Please enter your license and click Register to finish registration or Cancel to exit registration gloCOM Registration Serial number PO After you enter a correct and valid license you will see the following dialog box To continue click OK Configure gloCOM After successful registration of gloCOM you will need to configure it Load config file Locate your configuration file which was sent in the e mail for your PBXware account 23 Starting and Sign In Open IAX Account File 3 alocom configuration 125 a glocom configuration 125 gcfg My Recent Documents My Documents File name alocom configuration 125 gcfg My Network Files of type AX Account Files gcfg After loading of the configuration file you will get a new window with PBXware account details and the possibility to enter the name of Service Provider and the name of the Session To complete the import of configuration click OK or Cancel to exit 24 Starting and Sign In egloCOM Import Service Provider Service Provider details Username 125 Password 125 Server pwir bicorsystems com Import options Enter a name For this Service Provider Bicom Systems Enter a name For the Session which is going to be created 125 Cancel Manual config
8. 51 1113 Nick Hutson 51P 114 Kirk Dolan 142 1115 Ronald Connell 518 1116 Clinton Hensley 51P 117 Josue Lacy 142 1118 Elmer Adam 142 1119 John Smith OK Taa2 120 Ronald Henley 51P 121 Frederick Riddle Lance Table 5 18 Description Field type You don t find the user you are Field 8 Button looking for use search to find him Enter into search field user first name or user extension number and click on Search button Click on Display all to see all Button extensions on the system Display All IVRs IVRs tab displays available IVRs on the system So that you can call a IVR without that you need to know that number 59 Using Guide Users Conferences Queues IYRs Voicemail System Calls Parking Search View Refresh D y Main Support Voicemail Voicemail tab displays available voicemail boxes A call placed directly to a voice boxes allows user to leave a voice message without ever ringing the extension 60 Using Guide camilo Losada charlie Patten Douglas Neely puncan Puckett E Jedwin Thurston System Calls gt Frederick Riddle E Michael Carmona E James Pollock Nick Hutson E ason Whalen Joperator E 1effrey Moore Jroger Beverly E 108 Pop Ronald Connell E John Smith Ronald Henley E Josue Lacy stefan Gentile Juan SebastiAin Ayerbe gt Tanner Schreiber kim Sheridan
9. APAS A ne ROR EN E E E S 63 SOUINGS E AE E A A EA 86 Generales ner A O aaa 86 Service Providers oocoocccccnccnccncnnccnccnnonnnnnono nono nonnnononnnn anna ona non naar EEE naar EERE RE EERS EEEE EAEan nnen ana 90 GONLAGIS tee E EE EEEE PAE AAN EERTE AE o ATE Ve 98 PhGne 5 552 donnee e A aT N AA A N A dail a va aa a taal sith T ven EALEN 102 A A E A PA EET 104 A E ETES LE RTA AIA AE A A AA EE EN S 104 NEIM OT s AEE a EA E EE A A AE E A E E A E ets a a 106 SESSION is A A ee a a A ee een ann a a zi 108 Instant Messaging arr ar totor 109 Voic ATONAL EIEIO e EEA EEEE ba idee EE E E dd cabida 111 List of Tables LEEMOS nee artillero 7 ARMA Aa 27 DA ION a aaa cies 31 o tee lana el La da bat 33 DOE AN RER ARMES a aCe Ba tls A ae nae eit ae E ns e li A ere kas ree A 35 BAG OB oha heaters o o ciel a do Mond Wud dos 37 AA A ane oe i pele navn od ed a Oe i i 39 A ON 44 TIE E A A Ge LN 8 45 a ged Ret Ge See a eet te S 47 DIA A ES dede A tia ieee ed late D 47 DOE Osetia eee ee ee ae A a Rh oe An e la ee cet cen Pus ala 48 DG iat estar dodo noti doi uh 49 DAY ite A DAS A ioe inion edd a eos 50 O O doebvteatens 51 A O ES Nats 52 O thle Banca ota ch TU AAE se E ES Od ae tet ee eae 54 DAD AS eb Aer AS eee tins 55 DTS A o o Re ee A ut 58 O ipod addition idas 59 O Ae Nes An ETET 62 ON 65 A 67 e o e 69 A a E ea ae ne dun 87 A O A ne te 88 DD nt elo it 90 LS D TE De A E PO LU E A A LE Te 92 AA AI EA AA Ne D TN ne ee a 93 A A ot
10. Cancel Read To Install Ready to Install window summarizes the Installation wizard steps and displays all selected options If you agree with these click Next to proceed with the installation or Cancel to exit the installation wizard Installation Lo gloCOM Setup Ready to Install ou are now ready to install glo COM 1 1 The installer now has enough information to install glo COM on your computer The following settings will be used Install folder C Program Files Bicom Systems gloCOM Shortcut folder Bicom Systems aloCO M Please click Next to proceed with the installation Cancel Installation In Progress Installing gloCOM window shows installation in progress lt takes about 10 seconds to install gloCOM files on a machine with XP operating system Pentium CPU 3 0 GHz and 1GB of RAM 20 Installation Lo gloCOM Setup Installing gloCOM Please wait Installing Files C Program Files Bicom Systems gloCOM sibeay sz dll Cancel Installation Successful Installation Successful window is displayed after the installation is complete Click Finish to exit the Installation wizard 21 Installation Lo gloCOM Setup Installation Successtul The gloCOM 1 1 installation 12 complete Thank you for choosing glo COM Please click Finish to exit this installer Finish 22 Chapter 4 Starting and Sign In Start gloCOM Start All Programs Bicom Systems gloCOM
11. Folder window sets the default location where gloCOM installation will reside By default C Program Files Bicom Systems gloCOM is offered To select different location click on Change button When done click Next to proceed with the installation or Cancel to exit the installation wizard Installation Lo gloCOM Setup Installation Folder Where would you like gloCOM to be installed NS gt The software will be installed in the folder listed below To select a different location ether type in new path or click Change to browse for an existing folder Install glo Ot to C Program Files Bicom Systems gloCOM Space required 26 6 ME Space available on selected dive 4 54 GE Cancel Shortcut Folder Shortcut Folder window sets the way new gloCOM shortcut will be displayed under Windows Start menu Select preferred shortcut under Shortcut Folder select box and click Next to proceed with the installation or Cancel to exit the installation wizard Installation Lo gloCOM Setup Shortcut Folder gm 5 Where would you like the shortcuts to be installed NS e The shortcut icons will be created in the folder indicated below IF you don t want to use the default folder You can either type new name or select an existing folder from the list Shortcut Folder Bicom Systems gloC0 ei Install shortcuts for current user only O Make shortcuts available to all users
12. K8dE9sa a z 0 9 secret code that you need for authorization on the PBXware Jabber resource Here you can to chose your Home Work etc Select box current location General Network configuration Display all users From this server Filter users Enable this service provider Table 5 27 Description Field Type Display all users from the server If this option is enebled you will see Check box all users in the users tab in main window Otherwise you can filter it Enable this service provider Enables service provider Check box Network Configuration General Network configuration Manager port PBxware Daemon port 5037 10001 Tabb sr mapti abber port a up the Jabber port via DNS Table 5 28 93 Using Guide Manager port PBXware deamon port Jabber port Phone Accounts Description Field Type The port of Asterisk Manager 0 9 Default 5037 PBXware deamon port Default 0 9 10001 Jabber Instant Messaging client 0 9 port Default is 5222 or you could enable Look up Jabber port via DNS SVR for automatic configuration 94 Using Guide Add Service Provider EJ Service Provider Settings Phone accounts Queue Agents Specify additional 14 accounts For softphone Phone Account Test Mote Use check boxes to enable disable accounts Add Edit Phone Account 95 Using Guide Add new account Display name Extension Username P
13. Yes Yes Yes Yes Yes No L Yes Yes Yes Yes Overivew Features Description Enterprise Call Centre Pause Unpause agents from one or more queues Queue Agent Display all system queues with ability to add members agents Protocol headers allowing setting quality of services tags Queue URL Just before agent pop up is called by a customer waiting in a queue this feature opens an URL to agent displaying customers data Send Recive Send and receive Fax es faxes with gloCOM Fax printer Helps you to wizard setup a printer so your incoming faxes can be printed E Fields marked with L are set in gloCOM license Chapter 2 System Requirements Minumum System Requirements e OS Microsoft Windows Operating System 2000 XP Vista e PC Pentium III 800MHz or higher HDD 30 MB of free hard disk space e Network Internet Dialup or faster and or Local Area Network LAN Chapter 3 Installation Welcome Welcome window starts the installation process Click Next to proceed with the installation or Cancel to exit the installation wizard Lo gloCOM Setup Welcome Welcome to the installer for glo COM 1 1 Ibis strongly recommended that you exit all Windows programs before continuing with this installation IF You have any other programs running please click Cancel close the programe and run this setup again Othenvise click Next to continue
14. configuration file was sent by e mail from your PBXware Administrator Signing In Sign In window Select your Status and Session and click on Sign In button 28 Starting and Sign In E gloCOM Bicom Systems Ea lx File wiew Contacts Tools History Status Online Session 125 Create new Session Edit Session Remove Session C Sign me in automatically Create password Note Sessions are available only in OEM Edition 29 Chapter 5 Using Guide Sign In E gloCOM Bicom Systems fal File wiew Contacts Tools History Help Status Online ka Session 125 Create new Session Edit Session Remove Session C Sign me in automatically Create password 30 Using Guide Table 5 1 Sign In window Field Description Example Field Type Status Select your status Online Offline Away or Select box Busy Session If you are using OEM 125 Select box Edition you can choose the session you want to use Create new Session By clicking this link you will Button be able to create a new Session Edit Session By clicking this link you will Button be able to edit existing session Remove Session By clicking this link you will Button be able to remove the existing session Sign me in automatically When this option is turned On Off Check box on gloCOM will sign in automatically Every time gloCOM is started it will automatically sign in Sign In By pressi
15. on this page will automatically be saved Instant Messaging 109 Using Guide File Actions Settings D Michel Michel lt 140 pwir bicomsystems com gt Offline Phone Idle Michel appears to be offline Messages you send will be delivered when user signs in Michel Hi Jeffrey Jeffrey Moore Hi Michel Are you ready For the meeting Jeffrey Moore Yes Michel OK Send File 83 voice Conference Last message recived at 14 21 on 17 04 2009 Table 5 34 Description Field Type Select an Emoticon you want to Button send Select fonts My Font and or Other Button Party Font And change them in your favorite as Send files to others Button 110 Using Guide Description Field Type Send File Invite others to a Voice Conference Button during a chat F Yoice Conference Voice Conference Invite To Conference Select conference Sales 400 Default message Jeffrey Moore 125 invites you to join the conference room Sales 400 Enter message to send or leave empty to send default message Cancel Select Conference and enter message to send or leave empty to send default message 111
16. 111 112 113 Table 5 12 Show All Users Description You don t find the user you are looking for use search to find him Enter into search field user first name or user extension number and click on Search button Click on Select All button to select all users from the list Click on Deselect All button to deselect all users from the list that you have already selected If you have previously used search to find a user you ll notice that as a result you ll get displayed no user at all one or more users Now if you want again to display all user click on Field Type a z 0 9 Button Button Using Guide Description Field Type Show All Users Participants Participants window shows users participating in selected conference Participants Conference Monitoring Scheduled Conferences Users Total number of participants 2 P Mute Unmute gt Kick Out Name Extension State amp Kirk Dolan 114 Unmuted E Darin Jansen 646 Unmuted Table 5 13 Description Field type Mute or Unmute any of listed users Button participating in the selected conference Select a user with a left click on his name then click on Mute Unmute button Current user stat will be shown in the same line on P Mute Unmute the right side Force quit or kick out of the Button fiel conference any of listed users gt Kick Out participating in the selected conferenc
17. 6 Using Guide Table 5 21 Show toolbar Contacts Descriptions Field type This option hides displays the Menu item TeamX com toolbar from the main window Menu item This option filters users displayed under Users tab Available options Show All Users Show Users Available on IM Instant Messenger Show Users Available on both IM and Phone Show Users Available on both IM or Phone 67 Using Guide a gloCOM Bicom Systems m a EJ File view Contacts Tools History Help Find Contact Ctrl F Chat History Reload Outlook Contacts Restore Deleted Outlook Contacts Softphone External phone calls Enter phone number Missed Calls 1 Cava ce Bros y T Es pwir bicomsystems com Connected 68 Using Guide Table 5 22 Descriptions Field type Find Contact Find a contact in your contact list Menu item Chat History View your chat logs Menu item Reload Outlook Contacts Reloads Outlook contacts and stores Menu item them in gloCOM database Restore Deleted Outlook Contacts If you deleted some contacts this Menu item option will restore them from Outlook and show them in gloCOM Tools Tools to configure your gloCOM settings 69 Using Guide 2 eloCOM Bicom Systems File View Contacts Online Lo a Enter yo Y sign Gut Softphone Externe Active File Transfers Enhanced Services Tools History Help
18. E Timmy Gomes kirk Dolan E Tom Medendon E mark Hager gt Tony Masters Marty Redmond willy Tolliver In this tab you can monitor all system calls and transfer them to your self 61 Using Guide Users Conferences Queues IVRs Voicemail System Calls Parking Transfer Call Legend lt gt Inbound Call a Outbound Call gg Network Call Caller Called Party Duration Status gt Jeffrey Moore 125 Michal 140 0 00 11 Answered Transfer Please choose who do you want to transfer Jeffrey Moore 125 Caller w Please choose destination number 125 i glo CoM 1 Table 5 19 Description Field type Click Transfer Call if you went to Button 62 Using Guide Description Field type transfer a live call to your extension cp Transfer Call Please choose who do you went to Select who you went to transfer Select box trasfer Please choose destination Select the destination of the Select box number transfered call Call Parking Parking tab displays all parked calls When call is parked it can be picked up by gloCOM by right clicking it and selecting gloCOM or monitored extension to pick it up Parked call can be also picked up by dialing parked extension number directly from gloCOM or any UAD 701 for example Users Conferences Voicemail Parking Parking Slot CallerID Parked By 701 702 703 704 705 706
19. Yes Yes Yes Yes Yes Yes Overivew Features dialing URL pop up window CRM integration Conferences monitoring amp barging View conference participants Kick out mute Conferences scheduling Conference direct invite PSTN number invite Instant messaging conference invite Description allowing to perform dialing using operating system command line On incoming call event this feature bring up a browser window to a specific URL gloCOM can integrate with almost any CRM Please enquire for details Conference monitoring barging allows authorized user to listen and talk into many conferences at some time Selecting a conference allows viewing its current participants Authorized users facility to mute unmute and kick conference participants Conference admin facility to schedule date time of a conference informing participants of the details by email Clicking on conference allows invitation of any user into that conference A nice facility to invite immediately call any PSTN number into any conference Allows users to be invited into conference by sending an instant message Free Enterprise No Yes No Optional Conferencing No Yes No Yes No Yes No Yes No Yes No Yes No Yes Instant Messaging Call Centre Yes Optional Yes Yes Yes Yes Yes Yes Yes OEM Yes Optional Yes Yes Yes
20. a obits E A ul teadla coh eetine AE de enr Lane tant 93 Fe oa 96 DESO A AA IAS eased tite Pe LE fanaa ie ea ita bits 98 DS a e be eo ties A ate a o e id e a te ace re 99 DGA norton daria 100 CP LR DU UT E o I 103 SECT OE Du AB Er en ne DO O 110 Introduction E gloCON D com Systems Eb Ven Contents Deos tory Hee MN Cri Logged ias Miny Moore Dir 155 e SENA jour porsonal MERE Pinta Le feed hese 7 E Activo Ple Tractors Ol ined dantan GA Entire AA pr scope cons Contacts Oise ven deplay rare E gloCOM is a global communications product that allows placing calls with single mouse click chat system real time monitoring managing system calls and much more vi Chapter 1 Overivew Available functions in different gloCOM editions are listed below Table 1 1 Editions Features Phone Accounts Phone Lines Auto Answer Voicemail Button Custom Ring Tone On Hold Resume Speed Dial Voice Codecs Echo Cancellation Blind and Attended transfer Description Free Enterprise Softphone gloCOM supports 2 L unlimited number of phone accounts per server or service provider gloCOM is designed to support up to 32 lines gloCOM can be set to automatically answers all incoming calls No need to know voicemail access code e g 123 instead user just presses the voicemail button Use your own ring tone with gloCOM Hold or resume calls wit
21. act The following actions will be displayed Call Place a call Chat Chat with contact Call Monitoring Monitor calls made by a contact Message History View your conversation history with the contact Destinations gloCOM can place a call to any system destination for example extension queues conference ivr voicemail system calls parking 40 Using Guide Users Conferences Queues IVRs Voicemail System Calls Parking Users Users tab displays available extensions Search Jason Whalen Roger Beverly Frederick Riddle Roger Beverly James Pollock Jason Whalen Joe Pop John Doe John Smith Josue Lacy View F Display 2 Refresh Juan Sebastian Ayerbe Kim Sheridan Kirk Dolan Mark Hager Marty Redmond Michael Carmona Nick Hutson Operator Roger Beverly Ronald Connell Ronald Henley Stefan Beverly Roger Beverly Marty Redmond Jason Whalen Kim Sheridan Josue Lacy Mark Hager Stefan Gentile Timmy Gomes 41 Using Guide Users Conferences Queues WRS _ Voicemail System Calls Parking C1 Search View 3 Display 2 Refresh Jason Whalen Juan Sebastian Ayerbe Ronald Henley Roger Beverly Kim Sheridan Stefan Beverly Frederick Riddle Kirk Dolan Roger Beverly Roger Beverly Mark Hager Marty Redmond James Pollock Marky Redmond Jason Whalen Jason Whalen Michael Carmona Kim Sheridan Joe Pop Mick Hukson Josue Lacy J
22. assword Enabled External phone extension Protocol l IH Table 5 29 Description Field Type Display name Display name of the extension a z 0 9 Example External phone John Extension Extension number Example 140 0 9 Username Username of the extension In most 0 9 cases it is the extension number Example 140 Password Password is the secret of the a z 0 9 extension Example 45aCs7 Enable Here you can Enable or Disable a Check box phone account External phone account If you use an external phone you Check box need to enable this option and select phones protocol Queue Agents 96 Using Guide Edit Remove Add Edit 97 Using Guide Queue Agent Details Agent name Agent number Cancel Table 5 30 Description Field Type Agent name Name of the Agent Example Jessy a z 0 9 Muller Agent number The Agent number of that user 0 9 Example 2001 Contacts General 98 Using Guide Fy General y Service Providers gt Phone P Chat Sounds v Network Sessions Table 5 31 Sort Display options Outlook General Outlook Outlok Import Rules General Sort e Display options Show Al Users Me Description Field Type Sort contacts Ascending Descending or Disabled Show contacts by type or status Select box Se
23. d Registered to Jeffrey Moore Global Communicator including Audio video Jabber SMS and Fax Settings General General 86 Using Guide Settings General y Service Providers Contacts B Phone Save log to file C Program Files Bicom Systems gloCOM Log txt ua Chat Cl Always on top General Alerts and Sounds CRM Popup Browser integration Launch when Windows starts Check for updates and notify me every 180 minutes Sounds v Network ma Sessions Table 5 23 Description Field type Launch when Windows starts This option will automatically start Check box and launch gloCOM every time when Windows starts Check for updates and notify me This option will automatically check Check box every 180 minutes for gloCOM updates and notify if there is one You can define how often should it check example every 180 minutes Save logs to file When this option is enabled gloCOM Check box will save all logs into a file The file can be saved on every location by default that location is CAProgram Files Bicom Systems gloCOM Log txt Always on top If this option is enabled gloCOM will Check box always be on top of the desktop 87 Using Guide Alerts and Sounds Settings General Alerts and Sounds CRM Popup Browser integration General U Notification popup window Service P
24. ds C Show DNIS Dialled Number Information Service Strip dial characters Q Sounds v Network Check for Yoicemail re Sessions Voicemail Animate Voicemail button when there are new messages Blink duration No Expire x minutes Recorded Calls Location Path C Documents and Settings DzenaniMy Documents gloCOM Call Recordings m Open folder Table 5 33 Description Field Type UDP Port Select your UDP Port If you choose Select box Use dynamically assigned port the gloCOM will use the first free local port Or if you use Bind to the specified port you will be able to enter your port Clear digits time value How long to hold the Clear button in 0 9 dialer to clear the whole number Show DNIS Show Dialled Number Information Check box Service Strip dial characters In this field you can enter characters that you went to stripe while dialling Check for Voicemail When this option is enabled gloCOM Check box will check for new voicemails automatically 103 Using Guide Description Field Type Animate Voicemail button when Every time you get a new voicemail Check box there are new messages the voicemail button will blink Blink duration Here you define how long should the Select box voicemail button blink if there is a new voicemail If you choose Limited you will be abel to enter the time in minutes Recorded Calls Location S
25. e Select a user with a left click on his name then click on Kick Out button in order to kick him out Conference Monitoring Conference Monitoring Window 51 Using Guide Participants Conference Monitoring Scheduled Conferences Users ME Hangup RR Start Monitoring Phone Line 1 Currently Listening AER Sales 400 fim Support 401 Table 5 14 Description Field type Stop conference monitoring Select a Button y conference with a left click on XK conference name then click on Hangup button to stop monitoring selected conference Start conference monitoring Click on Button 4 Start Monitoring Start Monitoring button to open a conference select window Select conferences window Click on check box to select a conference you want to monitor then click on OK button in order to start monitoring 52 Using Guide select Lonferences Please select which conferences you want to monitor O Sales 400 O Support 401 O Staff 402 Cl Ground Systems 500 Cancel Scheduled Conference Scheduled Conferences window 53 Using Guide Participants Conference Monitoring Scheduled Conferences Schedule Edit OG Cancel Task name Conference Date Time New Project Staff 10 01 2008 18 15 00 Table 5 15 Description Field type Schedule a conference Click on Button E schedule Schedule button it will open a select us
26. e call When new call is ringing a Button click on this button will reject the call When new call is ringing Button click on this button will transfer the incoming call Choice between supervised blind transfer and call parking is available To finish a call simply click Button on this button When new voicemail message is available this button will flash Click on it in order to check your voice mail Using Guide Description Example Field Type Microphone volume Adjust the microphone Button volume by moving the slider up or down Keypad buttons Used for entering phone numbers or simply type them on the keyboard Speaker volume Adjust the speaker volume by moving the slider up or down Line indicator When line is active or busy it will be marked with red When call is active it can be put on hold by clicking on active line Toolbar This is the Toolbar and here we have most used features Online Logged In as Jeffrey Moore Ext 125 lt Enter your personal message gt D Sign Out Send Message Active File Transfers Find Contact 2E Settings About Pe Table 5 3 Description Example Field type User avatar is a user Button Image o defined image which is shown in your chat conversations Online User Status Online Offline Busy or Button Away Sign out sign Gut Allows user to send a Button message as an 5 Send Message announcement or to send an
27. e volume O 100 Start recording Step V Internet Connection Speed Choose your internet connection speed 74 Using Guide Audio Tuning Wizard EW Internet Connection Speed Choose your Internet Connection Speed Choose your Internet connection speed T DSL 3000 3072 384 Download KBit5 Upload KBIbs Step VI Finish This is the finish screen and when you arive to it press Finish to complete or Cancel to exit 75 Using Guide Audio Tuning Wizard Finish Audio Tuning Wizard is completed You have successfully completed Audio Tuning Wizard ou can run this Wizard again From the Tools 4udio Tuning Wizard menu Fax Printer Wizard Active File Transfers In this window you can see all active file transfers 76 Using Guide Following is the list of currently active file transfers between you and other people File name greeting Sep 15 2008 12 41 13 mp3 File transfer details Sending From Sending To Local File Status Time Elapsed Enhanced Serivices Here can a users control his accounts like changing PIN s overview of Voicemail and CDR records 77 Using Guide Network Network Statistics Jeffrey Moore 125 Jeffrey Moore 125 Jeffrey Moore 125 Jeffrey Moore 125 Detfrey Moore 125 Jeffrey Moore 125 Jeffrey Moore 125 Jeffrey Moore 125 Jeffrey Moore 125 Jeffrey Moore 125 Jeffrey Moore 125 Jeffre
28. elect a location on your PC where Browse you went to save you call recordings Chat Settings Chat settings General o Use Tabbed Chat Windows Service Providers Save chat history to folder 8 C Documents and Settings Dzenan My Documents gloCOM Chat History ua Contacts Ss Change My Eont Phone 2 Change Other Party Font Chat Sounds ou Network Sessions Here are you chat Instant Messages settings Tabs chat history location and fonts Sounds 104 Using Guide General In this window you can choose audio devices that you want to use For Playback Recording and Ringing General Sound preferences y Wg Service Providers Sound playback Primary Sound Driver Contacts e Sound recording Intel r Integrated Audio Phone ES Chat E e o Use custom ringtone 53 Ringtone device Primary Sound Driver Network Custom ringtone file B Sessions Codecs Select codecs you want to use and tweak advanced Speex options 105 Using Guide General r llow Codecs Preffered Codec Service Providers M G 711 plaw G 711 plaw G 711 alaw O G 711 alaw 8 GSM C GSM Contacts Speex Speex 6 CTiLBC O iLBc Phone Chat Speex options Use default Speex settings _ Enhanced decoding _ Variable bit rate Quality Average bit rate Default 8 Bit rate kbps Complexity Default v 3
29. ending From Sending To Local File Status Time Elapsed Find Contact 38 Using Guide Find Contact Search Contact name Search results Joe Pop 110 E Michael Carmona 111 Douglas Neely 112 Nick Hutson 113 E Kirk Dolan 114 H Ronald Connell 115 EL Clinton Hensley 116 2 Josue Lacy 117 oS Elmer Adam 118 H John Smith 119 Ronald Henley 120 amp Frederick Riddle 121 Stefan Gentile 122 E Juan Sebastian Ayerbe 123 Roger Beverly 124 oo Jeffrey Moore 125 E ewell Farrell 126 amp Camilo Losada 127 6 Edwin Thurston 128 Tony Masters 129 Jason Whalen 130 amp James Pollock 131 Bobbie Davis 132 amp John Doe 133 2 Chris Peterson 134 Table 5 5 Description Field Type Contact Name A keyword to search for Provide a a z full or partial contact s name and click on Search button to display the 39 Using Guide Description Field Type matches Search contacts Provide a full or Button partial contact s name under Contact Name field and click on this button to display the matches Display All Displays all contacts After any Button search only matching items will be displayed Click this button to view all contacts again Closes the Find Contact window Button Click on this button to close this window Right click options Button At any time you can right click on a cont
30. ers window Select Users window Select one or more users and click on OK button 54 Using Guide User Phone number C Operator 100 E Timmy Gomes 101 Tom Modendon 102 C Mark Hager 103 Marty Redmond 104 Willy Tolliver 105 Duncan Puckett 106 C Kim Sheridan 107 Fred Apfel 109 E Joe Pop 110 C Michael Carmona 111 C Douglas Neely 112 FT Mick Hutson 113 Table 5 16 Description Field Type Message to send Type in announcement you wantto a z 0 9 send to selected contacts You don t find the user you are a z 0 9 looking for use search to find him Search Enter into search field user first name or user extension number and click on Search button Click on Select All button to select Button all users from the list Select All Click on Deselect All button to Button deselect all users from the list that Deselect All you have already selected If you have previously used search Button to find a user you ll notice that as a 55 Using Guide Edit x Cancel Users Users window Description Field Type result you ll get displayed no user at all one or more users Now if you want again to display all user click on Show All Users Click on Edit button to edit an Button already scheduled conference in order to change conference settings Click on Cancel button in order to Button cancel an already scheduled conference Participants Co
31. eues Queues tab displays available queues on the systems And you are able to controle members and agents with it 57 Using Guide Users Conferences al Search Support Number 135 Elmer Adam Queues IvRs View TY Refresh All Queues Joe Pop Hide unavailable agents Table 5 17 Remove Leave Hide unavailable agents Add Queue Members Select wanted extensions and press OK to add it as members to a queue Or press Cancel to abort and exit this Description Click Add button to add a member or agent to a queue Select a member or agent and click Remove to remove them from that queue This option is only available for Agents and with this option you can login a person as a callback agent This option is only available for Agents and with this option you can logout a selected agent When this option is enabled all agents that are unavailable will be hiden voicemail System Calls Parking Join John Smith Mark Hager Field type Button Button Button Button Check box 58 Using Guide window Add Queue Members Search by name number PY ce Agents and Users 51P 100 Operator 51P 101 Timmy Gomes 1442 1102 Tom Meclendon 142 1103 Mark Hager SIF 04 Marty Redmond 518 1406 Duncan Puckett 51P 107 Kim Sheridan 142 1109 Douglas Hager 142 1110 Joe Pop 51P 111 Michael Carmona SIP 1 12 Douglas Neely
32. gloCOM User Manual gloCOM User Manual Published November 2008 Copyright O 2003 2004 2005 2006 2007 2008 Bicom Systems Table of Contents Intro dUCHON ia id a didas vi O A Su atl Adel date ada ee abe 7 2 System Requirements ii ee aaa aaa ee eeee ee aa aaaaeeeeeeeeeaeaaaaaaeeeeeseeaeaaaaees 14 Re Ftd IAL ELOT 6 A A EA o AS Le A e oO SAC 15 Welcome ui AA Dal decrees nad bal dada 15 LICENSE Agreement fn nn Re A EEEa et M Rate EPA ne set D EEE dut td 15 USSRINIO AE RES LOL RE D il LE 16 Installation Folder ia a A ane a a a aA 17 Shortc t Edesa Aces ne ed AAA AA RADA AAA VE 18 Read To Install fics ota od costieccbstt cobs cans ne EE EEEE BP naar Mt ne dacs 19 Installation m Progress is Le is Sect aS as 20 Installation Successf l 2 515582587 han ad le acc Dl San ie ee Ds eat dns 21 Starting ANG SIGMA a Eten 23 REGIS TAUON Edad des RU TRE 23 Configure lO COM ecos E a O nt AMI dues see SES 23 Load COMI fil A dant ones een de dene nn nee eden E da 23 Manual COMMQUIATION vcSrsccrdecweretebntuienlecnens EA encore Mira oner ds tan AE AREO ire laenens ive rat 25 ee allaro NES S re sate whee ne TE E nee lanta desk des nes nes ie T 28 5 Using QUISO A AA na betes aad dant Lente Lans 30 SION UNE ER RAS Je ee te an Pe akg ak A fe E A ln nt 30 UE TR D D ET ER eR PR ET WR de 31 SONPRONE RE Aer tqs cs eo A A 32 VOD A SI 35 DOSTINATONS E A E EN EE E E EERE A AE bande m S rh r ha dur mule 40 MSN Ea D A A A E ATIE
33. h a single click Use redial button to dial last or last 10 dialed number s Allows you to create your own personal speed dial list Currently available voice codecs ulaw alaw gsm speex ilbc Minimize echo issues while on a call Features allowing call transfer by attended or blind Call Centre 2 L Overivew Features Adaptive Jitter Buffer Easy Account Import Instant Recording Audio tuning wizard Missed calls display Call History Browsers integration Call parking Call monitoring Description methods Adaptive jitter buffer helps to maintain call quality should network experience jitter delays gloCOM has an easy to use account import facility It also registers automatically to the server s after your system starts Start to record ongoing conversation at any time with a single click Test and tune your audio device settings with Audio Tuning Wizard to best fit your needs Number of missed incoming phone calls is displayed on phone s display click on it to see details about caller s Dialed answered and missed calls reports Select a phone number with your mouse while you browse the web and make a call with gloCOM This feature is available with Internet Explorer and Firefox Easily park an incoming call for later reconnect with original caller Listen other users conversation in real time Free Enterp
34. icomsystems gloCOM 145 pwir bicomsystems gloCOM 145 pwir bicomsystems Delete selected Lil Here you can see the FAX history 15 04 2009 15 04 2009 14 04 2009 14 04 2009 14 04 2009 14 04 2009 14 04 2009 13 04 2009 13 04 2009 13 04 2009 10 04 2009 10 04 2009 10 04 2009 25 02 2009 25 02 2009 Export to CSV Display All E Match whole word Date Time Duration 0 00 06 0 00 00 0 10 14 0 00 00 0 00 03 0 00 05 0 00 19 0 00 07 0 00 09 0 00 06 0 00 21 0 00 00 0 00 00 0 00 03 0 00 09 E 82 Using Guide rch Search for sender recipient Dict oe v Date Time File Sent Received Help 83 Using Guide a eloCOM Bicom Systems m Oo E File View Contacts Tools History Help ED Online Logged In as Jeffr Update license lt Enter your personal me Check for Updates Ctrl U About Ctrl 4 Sign Cut ne Send Message Softphone External phone calls Enter phone number Mo Missed Calls pwir bicomsystems com Connected Update license 84 Using Guide eloCOM Registration Es Serial number Pe Check for Updates Update eloCOM Check For new Updates Status Checking if new Updates are available Downloading Updates Updates are ready to install Install Updates About 85 Using Guide glolOM OEM Edition Version 1 1 Build 98 Revision 192M Copyright Ci 2008 Bicom Systems Lt
35. into the conference Click on Invite PSTN number Invite PSTN number enter a PSTN number then click on okay Enter a PSTN number and click on OK button Invite PSTN number Enter PSTN number you want to invite 07586369476 Inviting please wait window let s you know that inviting is in progress Inviting 07886369476 into conference Sales 400 Please wait this operation may take up to 60 seconds Invitation completed successful window Click on OK button to close this window 48 Using Guide 2 eloCOM Bicom Systems Laj 1 Invitation to 07886369476 completed successfully Set Permissions Table 5 11 Description Field type As the conference admin allow Button another user extension to access the conference as a user admin or moderator gloCOM extension has a set Permissions admin privileges for conference Main 2000 Click on Set permissions button select a conference where you have admin privileges then select an extension on the right side from user list Select Users window allows you to select which user s will access the conference as a user admin or moderator 49 Using Guide User E Operator C Timmy Gomes Tom Modendon C Mark Hager Marty Redmond Willy Tolliver Duncan Puckett C Kim Sheridan Fred Apfel E Joe Pop C Michael Carmona C Douglas Neely Fl Mick Hutson Phone number 100 101 102 103 104 105 106 107 109 110
36. invitation into conference Opens Active File Transfer Button window showing gloCOM E Active File Transfers ongoing file transfers Opens Find Contact Button window to search for E Find Contact contacts Opens Settings window Button pa Settings 35 Using Guide Description Example Field type Opens gloCOM About Button window which provides more information about the software running build revision version Send Message User Phone number C Operator 100 L Timmy Gomes 101 Tom Medendon 102 C Mark Hager 103 Marty Redmond 104 Willy Tolliver 105 Duncan Puckett 106 C Kim Sheridan Fred Apfel E Joe Fop C Michael Carmona C Douglas Neely Fl Nick Hutson 36 Using Guide Table 5 4 Message to send Select All Deselect All Show All Users Active File Transfer Description Type in announcement you want to send to selected contacts Use search to find a user in the large user list Click on Select All button to select all users from the list Click on Deselect All button to deselect all users from the list that you have already selected If you have previously used search to find a user clicking on this button will show all users again Field Type a z 0 9 a z 0 9 Button Button Button 37 Using Guide File name greeting Sep 15 2008 12 41 13 mp3 File transfer details S
37. l 0 answered Call disconnected by remote Notice could not negotiate common video codec Notice switching to audio only call Call from 140 Incoming call on line O Call 0 progress History Phone and FAX History 80 Using Guide T E File View Contacts Tools History Help sign Out SA Send Message gt Active File Transfe Softphone External phone calls Enter phone number Mo Missed Calls ABC 7 DEF JEL b Ano Im cm i Im im im iz In Im Im iz im 2 Lines pwir bicomsystems com Connected Phone Here you can find the phone history for missed recieved and placed calls 81 Using Guide Placed Calls Missed Calls Received Calls Filter Extension Show All Date Show All Search FAX Enter text to search for Dialed number 701 140 Michal 2 140 Michal 2 300 2021000 2021000 141 135 2021000 140 Michal 2 140 Michal 2 140 Michal 2 140 Michal 2 705 500401402 Account gloCOM 125 pwir bicomsystems gloCOM 125 pwir bicomsystems gloCOM 125 pwir bicomsystems gloCOM 125 pwir bicomsystems gloCOM 125 pwir bicomsystems gloCOM 125 pwir bicomsystems gloCOM 125 pwir bicomsystems gloCOM 125 pwir bicomsystems gloCOM 125 pwir bicomsystems gloCOM 125 pwir bicomsystems gloCOM 125 pwir bicomsystems gloCOM 125 pwir bicomsystems gloCOM 125 pwir b
38. lect box 99 Using Guide Settings A General y Service Providers Outlook amp NOTE Windows Vista users may need to run as Administrator to enable disable Outlook integra Contacts gt Phone Chat Sounds S Network ma Mail Profile General Outlook Outlok Import Rules Outlook Integration restart of Outlook is required Enable Outlook Features Search Outlook contacts For incoming calls Display New Contact window for unknown incoming calls C Hide Outlook Contacts without phone numbers C Enable Exchange Server Integration Sessions Outlook vl Reload Outlook contacts every 60 minutes Table 5 32 Outlook integration Enable Outlook Features Search Outlook contact for incoming calls Display new contact windows for unknown incoming calls Hide Outlook contacts without phone number Description This option allows you to make calls with gloCOM from Outlook This option will allow gloCOM to use Outlook Every incoming call will be searched in outlook and if it exist there details will be displayed If a incoming call is unknown gloCOM will open a new contact window from Outlook so that you can create this contact This option will hide all Outlook contacts that hadn t phone number in gloCOM Field Type Check box Check box Check box Check box Check box 100 Using Guide Mail p
39. led gloCOM will dial assigned number a proper phone 121255510204 for example Note that speed Button 33 Using Guide 4 8 mi Missed Calls ar E T Cu cu Description Automatically accept any incoming call Record calls locally Record calls on the PBXware server Missed Calls number of missed calls Dials entered phone number Clear typed number Redial last number Answers incoming call Rejects incoming call Transfer incoming call Hangup answered call Voicemail signal Example dial requires a prefix e g which is required to be dialed before a short code e g 1 gt 121255510204 With this option enabled anyone calling your gloCOM extension will be automatically transferred to a speakerphone Field Type Button If you want to record a call Button locally click on this button Default location of the recorded calls is My Documents gt gloCOM Call Recordings During a call you can Button activate call recording by clicking this button Button By clicking on this link you Button will get a new window with all Missed Calls Button If clicked once it will clear Button only the last digit typed or if hold for a couple of seconds it will delete all typed digits on the screen Click on this button in order Button to redial the last number When new call is ringing a Button click on this button will answer th
40. nference Sales 400 2 is the one which is selected Conference name Number No Participants GSM O sumo 0 0 D staff 402 0 Ground Systems 500 0 B Invite Users 46 Using Guide Table 5 8 Description Field type Conference moderator is allowed to Button Fee invite other users into a conference Invite Users Click on Invite Users button in order to open Select Users window User Phone number C Operator 100 E Timmy Gomes 101 Tom Modendon 102 C Mark Hager 103 Marty Redmond 104 Willy Tolliver 105 Duncan Puckett 106 C Kim Sheridan 107 Fred Apfel 109 d Joe Pop 110 C Michael Carmona 111 C Douglas Neely 112 FT Nirk Hutson 113 Table 5 9 Description Field type You don t find the user you are a z 0 9 looking for use search to find him Enter into search field user first name or user extension number and click on Search button 47 Using Guide Description Field type Click on Select All button to select Button all users from the list Select All Click on Deselect All button to Button TEE deselect all users from the list that Deselect All you have already selected If you have previously used search Button to find a user and you want to show Show All Users all users again click on Show All Users Invite PSTN Number Table 5 10 Description Field type gloCOM user can invite a PSTN Button ES number
41. nference conversation for user The following window is displayed once Schedule button is clicked All details provided here will be sent on email assigned for selected User Extension after Send invitation button is clicked 44 Using Guide Schedule name Mame Sales 4000 Date 14 3 2007 Send invitation This tab displays all scheduled Conference Participants Users Schedule Edit B Cancel Schedulled tasks Task name Conference Date Time Table 5 7 Descriptions Field type Edit scheduled Conferences Select Button one of the scheduled Conference conversations and click this button to edit its details All parties involved will receive a notification email about the edited details Cancel scheduled Conferences Button Select one of the scheduled Conference conversations and click this button to cancel the Conference All parties involved will receive a notification email about the cancellation The following window is displayed when editing a scheduled conference Name and Conference details cannot be changed but Date Time and invited Users can Modify settings to suit your needs and click on OK button to confirm the changes 45 Using Guide Schedule name Time 14 42 00 Extension Add user s Remove user s Existing Conferences Existing Conferences Please note that yellow marked co
42. nference Monitoring Scheduled Conferences Users Total number of users 37 Search view 8 Display E Refresh Darin Jansen Josue Lacy Kirk Dolan Bobbie Davis Camilo Losada Charlie Patten Chris Peterson Clinton Hensley Douglas Neely Duncan Puckett Edwin Thurston 4 Juan Sebast gt Stefan Gentile Elmer Adam 5 Kim Sheridan 5 Tanner Schre ewell Farrell Mark Hager gt Timmy Gomes Fred Apfel 5 Marty Redmond Tom Mcdendon Frederick Riddle Michael Carm Tony Masters James Pollock Nick Hutson Willy Tolliver Jason Whalen gt Operator Jeffrey Moore Roger Beverly Joe Pop 5 Ronald Connell John Smith Ronald Henley Calls can be placed by drag and drop motion from one extension to another or directly from phone display to extension for example A right click on contact name is available as well and offers more possible actions regarding selected extension By this way user can Make a call from gloCOM e Chat Send File e Send an email e Invite into conference 56 Using Guide Monitor calls e See more information about user See in which conferences user is taking part Darin Jansen ewell Farrell Josue i L Frar Anfal Call from Kirk Dolar Chat Idle Bobbie Da Send File X l Send E Mail Camilo Lo Invite to Conference k Charlie pa Call Monitoring Message History Client Info Participating Conferences Douglas Neely Juan SebastiAin Ayerbe Qu
43. ng this button Button gloCOM will sign in to PBXware account Create Password By clicking on this link you Button will be able to create a password for gloCOM Main After you signed in you can make calls and use gloCOM This is the default go COM window 31 Using Guide T pleCOM Bicom Systems ple Yew Contes bos or Heb Ono Logged nas Miny Moore Enr 125 SENAST pour personal MESRINE Forte Porteros Spacer todo Elric iden Cases sft h ne External phone cas prr R compenses Contacts pa A a EIA Ea Users Conferences Queues Es Voicemail System Call Parking k Enter phone mumier Tasca Even E ooeplay C Refresh i He Merd cas En Gi tees 0 Softphone 32 Using Guide Softphone External phone calls Enter phone number Missed Calls 1 Cas Be Bros Lines Sec Table 5 2 Description Mute speaker during active SPK call on a single or all lines Mute microphone during MIC active call on a single or all lines Set custom speed dial codes SPEED DIAL Example Field Type Once in conversation click Button this button and select This line to mute speaker on active line or select a line number you wish to mute Once in conversation click Button this button and select This line to mute microphone on active line or select a line number you wish to mute Once a short code is dia
44. ohn Doe Operator Mark Hager John Smith Roger Beverly Stefan Gentile Josue Lacy Ronald Connell Timmy Gomes Calls can be placed by drag and drop motion from one extension to another or directly from phone display to extension for example A right click on contact name is available as well and offers more possible actions regarding selected extension This way user can Make a call from gloCOM e Chat Send File e Send an email Invite into conference Monitor calls See more information about user e See in which conferences user is taking part 42 Using Guide y Darin Jansen en ewell Farrell Call from Chat Send File Ls Send E Mail Invite to Conference Call Monitoring Message History Client Info Participating Conferences Douglas Neely Ea Juan SebastiAin Ayerbe Conferences 43 Using Guide Conferences Voicemail Parking Conferences amp Invite Users Invite PSTN number ho set Permissions Conference name Number No Participants GS staff 402 0 Ground Systems 500 0 PM Participants Conference Monitoring Scheduled Conferences Users Total number of participants 2 38 Mute Unmute E Kick Out Name Extension State amp Kirk Dolan 114 Unmuted amp Darin Jansen 646 Unmuted Table 5 6 Description Field type Schedule Select any available system user Button from the list on the right and click this button to schedule a Co
45. rise Yes Yes General Application Features Yes Yes No Yes Yes Yes Yes Yes Yes Yes No Yes No Yes No Yes Call Centre Yes Yes Yes Yes Yes Yes Yes Yes Yes OEM Yes Yes Yes Yes Yes Yes Yes Yes Yes Overivew Features Call from external phones MS Outlook Dialing Email Dialing Call notification pop up window Drag 8 drop actions Keyboard shortcuts Number paste Multiple sessions Description This feature allows gloCOM to initiate a call from any external phones Right click any MS Outlook contact and let gloCOM call that contact Right click any received email and select gloCOM to make a call to that contact gloCOM let s you know showing a small pop up details about different ongoing events your contact signing in and out incoming call chat request when your contacts joins or leaves the conference room etc gloCOM allows you to perform a drag and drop actions in various situations like inviting a contact to a conference transferring a call parking a call etc Various keyboard shortcuts are available for users with a such preference performing application actions Copy a phone number as text from other application paste it into a phone display and gloCOM will dial that phone number With multiple sessions user can Free No Yes Yes Yes Yes Yes Yes No Ente
46. rofile Description Field Type Enable Exchange Server With this option you can enable Check box integration Exchange server integration so that gloCOM can use his datebase of contacts Here you select the mail profile that Select box you want to use Reload Outlook contacts every Time that will be used for reload of 0 9 Outlook Rules Settings General y Service Providers Phone Ed Chat Sounds v Network E Sessions Add Edit Outlook contacts General Outlook Outlok Import Rules Outlook Import Rules NOTE The following rules apply for Outlook Contacts phone numbers and For Outgoing Calls If you change some of the rules do not forget to update gloCOM database Numbers starting with Replace with 0044 D Remove Edit Update Database Every time you chancge some settings you need to click on Update database So that this changes can affect 101 Using Guide Add Outlook Rule Mumbers starting with Replace with Number that starts with enter number that you went to change with Repleace with Example You have all contacts with UK national code 0044 and you need that contacts in UK so you went to change it with 0 004412345678 012345678 Phone 102 Using Guide Settings General General U UDP port Use default port 4569 x Service Providers Clear digits time value Contacts 1 secon
47. roviders 8 Popup window delay 5 seconds Contacts Show popup window for incoming calls Phone Show popup window For chat events Show notification window when contacts come online Show notification window when user joins or leaves the conference room Sounds 5 Show popup window for incoming Faxes Network a Sounds Sessions Events W Contact Signs In M New Instant Message received Table 5 24 Description Field type Popup window delay Here you define how long in seconds 0 9 should the popup be displayed Show popup window for incoming When this option is enabled every Check box calls time you get an incoming call a popup window will be displayed Show popup window for chat When this option is enabled every Check box events chat event will get user notified in a popup window Show notification window when Every time when a contact comes Check box contacts come online online user will get popup notification window Show notofication window when Every time one of the paticipants Check box 88 Using Guide Description Field type user joins or leaves the joins or leaves a conferece room that conference room event will be displayed in a popup window Show popup window for incoming When a new fax is received Check box Faxes notification will be displayed in a popup window Sounds Events Here you can choose sound you Check box want to use Sound files If you select one of the sounds in Browse Sounds Even
48. rprise Yes Yes Yes Yes Yes Yes Yes No Call Centre Yes Yes Yes Yes Yes Yes Yes No OEM Yes Yes Yes Yes Yes Yes Yes Yes Overivew Features Presence display Online Self Care Service providers System calls Backup Restore API Bluetooth headset DECT headset Command line Description Free have Work Home etc sessions completely independent of each other Enterprise From user list you Yes Yes can choose to show users with specific presence status Currently available statuses are online offline on phone busy not available Online self care Yes Yes allows users administration of their system account Allows user to 1 1 connect to multiple servers at the same time Allows viewing No No ending and transferring of live system calls Backup and No Yes restore all accounts and other personal settings Most of gloCOM No No features are are available in API allowing creation of third party CRM and softphone systems Any bluetooth Yes Yes headset properly recognized by operating system can be used by gloCOM as speaker microphone gloCOM currently Yes Yes supports Plantronics USB CS61 VoIP USB DECT headset featuring excellent call quality CLD feature Yes Yes Call Centre Yes Yes No Yes No Yes Yes Yes OEM Yes Yes
49. ts this field will be enabled and you can chose the sound CRM Popup Settings ES General Alerts and Sounds CRM Popup Browser integration u Automatic popup on incoming call Service Providers Phone Ringing E URL Contacts Phone NOTE You can use following macros in URL 2 CALLERIDS Caller ID Chat EXTENSIONS Extension which received the call oDATE_TIME gt Date Time of incoming call http www bicomsystems com customer php phone CALLERID Sounds v Network Sessions 89 Using Guide Table 5 25 Description Field type Automatic popup on incoming Choose the action on which you want Selcet box calls to show the popup URL Enter your URL of CRM with using a z 0 9 macros like CALLERID EXTENSION or DATE_TIME Browser integration Allows you to use glocom in browser and e mail client to make calls Settings E General Alerts and Sounds CRM Popup Browser integration rare Internet Explorer you must restart Internet Explorer For changes to take effect NOTE Vista users may have problems with Internet Explorer integration when running gloCOM as ba normal user If this is the case for you please run gloCOM as Administrator and use the button Contacts below to complete Internet Explorer integration Register Activex Phone F Chat Mozilla Firefox you must restart Firefox for changes to take effect
50. uration If for some reason automatic configuration is skipped click on Tools gt Settings gt Service Providers and click Add 25 Starting and Sign In Settings Service Providers General U Enabled Name Hostname IP Address Session Service Providers Contacts Se Phone Chat Sounds Network a Sessions You will now enter your PBXware account details 26 Starting and Sign In Add Service Provider Service Provider Settings Phone accounts Queue Agents Service Provider Settings Save this Service Provider as Add provider to Session Server HostnamesIP Address pwir bicorsysterns com Scan network Username Password Jabber resource i e home work glocom w Show Advanced Options Table 4 1 Manual config Field Description Example Field Type Save this Service Name of the Service Bicom Systems a z 0 9 Provider as Provider Server Hostname IP Server Hostname or IP demo bicomsystems com __ a z 0 9 Address address of the PBXware server where you want to connect Username Username is the extension 0 9 number on the PBXware that you want to use Password Password is the extension K8dE9sa a z 0 9 secret code that you need for authorization on the PBXware Jabber resource Here you can to chose your Home Work etc Select box current location 27 Starting and Sign In Note Account details and
51. y Moore 125 Jeffrey Moore 125 previous Ol sema Y ca Sor Dems BH atone Date Time 14 Ape 2009 13 02 39 14 Apr 2009 13 01 45 2021000 14 Apr 2009 09 42 28 2021000 14 Apr 2009 09 42 14 Alison Scoot 192 14 Apr 2009 09 41 49 test 141 14 Apr 2009 09 41 47 Main 135 13 Apr 2009 15 02 49 2021000 13 Apr 2009 10 53 39 Cuthbert White 101113 Apr 2009 09 42 17 Micolas Huber 149 13 Apr 2009 06 51 56 Archer Smith 110 13 Apr 2009 08 33 59 John Miller 132 10 Apr 2009 09 51 39 Benjamin Cox 111 10 Apr 2009 07 57 39 Archer Smith 4110 10 Apr 2009 07 57 09 Main 300 Duration Billing Cost Status 00 10 20 00 10 12 00 00 06 00 00 04 00 00 05 00 00 18 00 00 20 00 00 08 00 00 10 00 00 03 00 00 14 00 00 05 00 00 50 00 00 04 00 00 08 Page fi e 1 60 Network Statistics shows you all information about current calls a 7 5 78 Using Guide AX Debug IAX Debug informations 79 Using Guide Log Origimating an audio only call Failed video codec negotiation Call 0 accepted Call 0 ringing Call 0 answered Call disconnected by remote Event type 2 For a non existant session Dropping Notice could not negotiate common video codec Notice switching to audio only call Call from 140 Incoming call on line O Call disconnected by remote Originating an audio only call Failed video codec negotiation Call 0 accepted Cal
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