ucplus for Mac – User Guide
Contents
1. fifty most recent calls arranged in reverse date and time order Phone window Click to open the Phone window Quit Use this to unload the software Configuration Contains options to change your user experience and configure CRM packages to integrate Quit Use this to unload the software ucplus http plus software com Page 4 Phone window The most obvious place to start is the Phone window pictured below Click on that option in the tray menu and let s have a look at the main parts of it and close These will make An UC Ea P the phone window disappear E E Contact information The name and amp 01254 667 B90 Hold telephone number of the remote t ae person onst e Actions Use these buttons to interact Open contact 33 Send digits with the current call and contact A Bediord Call information Other information about the current call Caller Patrick Mace 203 Direction Outbound 125 Hp Dp At the start you re likely to use the Phone window if you want to control calls or show contacts After you ve used the software for a while though you ll probably prefer to use the Preview window it can be more convenient and less intrusive Preview window Make a call to your extension and the Preview window should appear It contains much of the information about the call in a compact format Plus it will disappear shortly after a call connects To re display it simply click once on the gre2. none in there No problem we ll add one now If you did see some entries we ll discuss the results page shortly But first we re going to add another entry At the top of the window press the New Contact button This will present you with a blank Contact window Enter a name company and phone number in the relevant boxes All of the boxes from the Contact window including the Notes box at the bottom can be searched You can also interact with some of the boxes to make a call send an email etc When you re finished press the Save button and we ll search for your new entry If you have enabled the OS X Contacts Apple Address Book integration in ucplus you can search through Contacts right inside the Apple Address Book and access the search results just as easily as the ucplus Shared Address Book ucplus http plus software com Page 9 Back at the main Address book window enter search SL aA Shared Address Book criteria to find your entry Most of the time you can find the results that you want by entering text in the search Company Phone 1 box and pressing Search Press the Search button and after a short delay you ll be presented with a list of results From this screen you can Company click over the contact and then Dial the telephone SEE Phone 1 Phone 2 number email to it or click Show contact to edit or eas view their details Address Town Storing contact details wh
3. call and fluttering yellow which means that there is a held call at the extension solid grey means the extension is offline amp ee The Presence window settings allow you to change the list view from extensions to users The user list is for hotdesk oriented sites These are sites where staff moves around and hence the list is oriented toward who is available and where they are rather than which extension is available In user mode the Users are shown as coloured chess pawns instead Clicking the Send Message option on the context menu will open the integrated chat window Then you can send instant messages directly to that user or extension Full information on messaging can be found in the Messaging chapter ucplus http plus software com Page 11 Messaging Sometimes calling a colleague isn t an option but you really need to get in touch with them perhaps they are on an important call so you don t want to interrupt but have important relevant information That s where Messaging steps in to help out You can use the integrated chat window to communicate with them without tying up their line or having to interrupt a connected call To start a conversation open the Presence window then right click on the extension or user you want to send a message to and click the Send Message option on the pop up context menu Conversation All of the previous messages in the conversation are displayed here in chronologi
4. current call to another extension or user To do this you must be connected to the call as opposed to it being on Hold or Ringing When you are connected then the Actions list looks like the above example To transfer a call you do NOT press the Hold button The Hold button has a different purpose more about his later Instead you either press the Consult or Transfer button You choose the button according to whether you want to speak to the other person Consult or not Transfer You are then presented with a screen but with the word consult or Transfer at the top Your call is not on hold at this stage yet but when you are ready Consult Call type the number to transfer to or choose one of the dialling options and if you are Consulting then Po C Const the original call will be put on Hold pending es transfer the pending transfer bit is important If you are transferring then the Po Transfer call will be put straight through remember to say goodbye first When you have finished talking to your colleague you can either click Cancel to return to the original call or click Complete to transfer the original call to your colleague ucplus http plus software com Page 8 More call control We ve seen what you can do with a connected call Can you interact with other calls Yes when a call is ringing you can choose Chris Huffman l oe a 01234 567 BS to answer the call or Deflect it transfer it without answer
5. numbers into hyperlinks for easy dialling from the web M Enable SafariPhoneExtension Ueinstall call on a bill which alread ee ee Bac m J z call on a bill which alread fered Dial 0800 500 005 Freaphone BT Thing 40800 500 005 Re on Yes you can then enable or disable this feature by a click on a telephone button Click on the hyperlink e g 0800500005 to dial the number ucplus http plus software com Page 7 plus 3 Call Control By now you will probably have seen the call area at the top of the Presence window a number of times It appears when you make or receive a call Let s take a moment to review the items on the area The Preview window contains contact information call state and some buttons to perform call control Close button Use this to make the Preview window disappear more immediately Chris Huttman e a Contact information The telephone number and 023d Be Bo name of the other party 12s z g Call duration Time duration of the current call RRB ES Call control actions Use these to interact with the call As you can see Preview window allows you to interact with the current call in a number of ways One of the most common ways is to click on the new contact or Edit contact button to apply a name to the person you are speaking to This is covered in a later section Address books It is also common to use this screen to perform a transfer of the
6. aw this in the Address Book section It s good practice to store the names of people when you speak to them especially if you re likely to speak to them again By default the Call History screen returns the 50 most EEE ess recent calls The next 50 can be accessed by pressing the ucplus http plus software com Page 10 page right button in the bottom right of the window Also to aid readability you can hide and show individual days from your history by pressing the expand collapse button to the left of the date Presence In its most basic form the Presence window provides a a00 Presence in quick way to check the availability of your colleagues The 207 lan Deacon Presence window is accessible from the dock menu When Enter message you first install ucplus then the Presence window should a iir contain a list of all the extensions unless your meme e Ho Department administrator has chosen a different arrangement om tan Deacon omthook a 202 wency Flerarell oinak i 2m Patrick Mace On heak If you click on one of the entries in the Presence list then a Seca rene She context menu should appear Assuming that you are not already on a call then the menu should contain the Make call item By choosing this action you can then dial the extension directly Some colours that you might see on the Presence list are solid red which means that the extension is engaged on a
7. cal order Just click on any hyperlinks to follow them Chat WENDY a9 Wendy To box Names numbers of the message recipients are typed here or you can use the button at the end of the box to add them see Select Peer Multiple recipients should be separated with semi colons Text input Type your text here and press Enter to send your message Hyperlinks can be typed or pasted and are formatted automatically Message History When you need to refer back to conversations you ve had in the past you can view the Message History It s similar to the Call History except you can go back to the conversation and read every word 2 0 2 pee NEW message Click here to open a new chat New mease Up window you ll need to add all recipients manually From To though ang Search text Enter the text to search for within the messages Leave this blank to show every message Delete message Click on the message to delete and then click this button This cannot be undone so use with caution Conversations Click on a conversation to display it in a new chat window You can continue a conversation once it s been reopened Page Use the arrow buttons or type the page number you want to view into the box ucplus http plus software com Page 12 Settings and configuration The Settings menu contains many options that you can change to improve your enjoyment of ucplus Let s take a look at some of the more c
8. e available ucplus http plus software com Page 14 plus 3 To modify an existing database that you have set up click its name in the list You can also click its name and then click Delete if you no longer want integration to that database When you are done click Save The new integration will be available immediately Events settings You can make the software either show D Configuration the Presence window or pop the contact COS en when certain events happen Just select Telephony Select the action to take place when calls happen y Interface On ringing No action the relevant action from the relevant Events On answer On outbound Show contact dropdown list On ringing On answer or ESS en Se agg On outbound You can also turn on or off D Use following external programs when selected events occur Event Program Parameters the unobtrusive Preview window for all calls by ticking or clearing the box The software can also be configured to i run one or more custom executable on Log Add R selected events To configure this press Save Cancel the Add button and configure the T following information The Event list is used to select the event on which to run the program application The Direction list is used to select when it is either an incoming or an outgoing call The Calls lists can be used to restrict events for internal external or both The Parameters box al
9. ecting from the Language dropdown list If your language is not in the list contact your reseller to find out when it will be available Any changes you make to the language will take effect next time you start the software The last section on the Interface page allows you to choose a sound to have your computer play when your phone is ringing and or you have a call waiting This can help you to uniquely identify that it is your phone that is ringing and not a colleague s You can also tick the box to have your computer s sound automatically muted whenever a call is in progress which is useful if you listen to music or Internet radio while you work giving you a more professional appearance Integration settings The Integration pages allow you to see and ae modify the databases that you have set up integration with Integration means the E E eee ee eee database will be searched when calls Events OS X Contacts happen to convert telephone numbers into naii names and the database will be r emae searchable manually from the Address Book window and contacts that are found in the database can be popped E Wersions To make a new integration click the Add S Log new item select the type of database Sawe Cancel from the dropdown list the first time you mm EEEEEEEEEENENEEEEEEEEEEEEENIEEINtInnnnnnnn enter this screen you may have to wait a few seconds as the software scans to find out what integrations ar
10. en circle Let s review the main parts of the window Close button Use this to make the Preview window disappear more immediately Contact information The telephone number and name of the other party Call duration Time duration of the current call Call control actions Use these to interact with the call Using some of these will display the main Presence window Chis Hutan 012 44 B67 BS BEB R Me The actions at the bottom of the Preview window adapt to the state of the call The example picture shows the actions that are available when a connected call is in progress What would you like to do Are you still with us Congratulations Many people just go straight to the software and figure it out from there But you know what They re missing out This is where we show you how to get the most ucplus http plus software com Page 5 plus 3 from the software Plus it s presented in a topic by topic way so you can read the sections that you re interested in first So what would you like to know Have a look at the choices below They are presented in a logical order based on the tray menu They are not necessarily in order with the most interesting first so feel free to skip over any that look dull Making calls How many different ways can you make calls Which are the best Call Control How can you control calls from your Mac What is the best way to work Address books and contacts How
11. en on a call SE If you ve made or received an external call using the Website Email Preview window you ve probably noticed that when Notes ucplus doesn t know who the other party is that you re Delete Cancel speaking to then it will show a town or location name instead It does this in an effort to be helpful but if you really want to help yourself then you ll add a name to the contact for future use How do you do this You press the New contact button on the right hand side of the Preview window You already knew this didn t you You can then store the caller s details for future use If you have enabled the OS X Contacts Apple Address Book integration in ucplus you will have a choice of saving the Bae new contact details in OS X Contacts or the ucplus shared address book Bedford Giza Ba Bo Call History Once you ve used ucplus for a while you will come to e090 Call History ai rely on the Call History It s a great way to find the Tipene ume telephone number of someone who you spoke to a _ recently The Call History window is accessed from the sana 3849 Joha is Misso Call History item on the dock menu As well as reviewing pene sear ances rg is gt 1532003 07717760608 Mobile services 495 In recent activity you can dial someone from the list by clicking on their telephone number and you can access their contacts record here by clicking on their name we s
12. ing it to 18s another extension Deflecting a call is done a manner similar to RRBRDE transferring calls If you want to use this feature then why not go ahead and try it out now Phone in from your mobile and see how it works and then you ll be ready if you need to deflect a call for real Deflecting calls is not just used to avoid work If you are already on the phone and someone else phones you then you can use Deflect productively to move the call to a colleague who can tell the caller to wait for you to become available You can also put calls on hold Depending on your telephone system configuration this means that the other person should hear music When you are ready to talk to them again use the Unhold button Remember the Hold button is not for transferring calls It is purely to pause the call If you want to transfer a call that is on hold then first you will have to take the call off hold first Address books and contacts The Address book window is accessed from the Address book item on the dock menu icon It provides access to a ond Search company shared address book Unless you re the first on ecen an Ton person to use the software at your company then there aie A Toan are probably some entries already in there Go ahead and ono Smali Town have a look Don t worry about filling in any of the boxes just press the Search button at the top and see if there are any entries already there No
13. is functionality but don t use unique usernames i e you log into your Mac as something like user or technician then you can still use it by manually declaring your username and password on the User tab Your administrator will have to create a user on the telephony server for you first Finally if you want to be completely anonymous as a user on your network then you can choose not to log in Be careful if you use this though because there are some features in the software that require a logged in user to work ucplus http plus software com Page 13 plus 3 Interface settings The Interface page allows you to change ST settings relating to the look and feel of the Interface Telephony software including actions that happen 7 License Fusion erace Language n when calls ta ke place aaka Application load Start automatically at login Select the sounds to play when calls are received To have the software start automatically WB 05x Contacts Add naw New message when you log on to IOS put a tick in the tickbox The setting will take effect next Select the sounds to play when calls are received time you log on to IOS on tinan iL About Call waiting Fi om B Wersions Language packs are available for the Log Mute speaker when call in progress software to change the language of the user interface By default the software is im l English however you can change the language used by sel
14. lows you to either choose the command line arguments for the program or in the case of a browser the URL to load When using a URL make sure that you include the URL scheme i e HTTP Then you can include in the Parameters any number of values from the call For instance to output the callers telephone number you can include Call CallerContact Tel To use the telephone number of the remote party as opposed to the caller who may be the local user you can use the syntax Call Contact Tel or you can use Call Contact DisplayTel to get the formatted number To help testing you can use the word Message Box in the Program entry if you want to show a message box with the translated Parameter output Finally a custom button can be added to the preview window allowing a user to control application popping in the same way as for standard integrated applications ucplus http plus software com Page 15 Versions amp Log settings The chances are you will never need to look at aon Configuration these pages but it is best you know what they E UC Telephony are for just in case Inter Version 2 3 1510 Most software these days consists of several Vd 95 x Contacts File Version UC 2 3 15 10 small programs and libraries that form a whole hid new te epee and ucplus is no different The Versions page lists the version used for each component part that makes up ucplus This information can be version
15. ommon ones If you select Preferences from the ucplus top menu bar then you are given a page with with options on the left hand side Telephony settings When you first install ucplus it takes you gt gt Configuration through an installation phase where you Telephony need to tell it your telephone server s address and your extension number Server 10 0 0 107 Eutension When it does this it presents the Telephony settings page of the Configuration window so you may whave seen these before You re not likely to De sot login Logs automatcally change these settings but you might as Soet hed username and patiwoed i well know what they do Username Password The first option Server contains the details of your telephony server The Extension option contains the local user s extension number The next choice is the User mode This allows ucplus to support a number of different operations Most users log in to their Mac as a name or username that is the same or similar to their own name Or in other words they log in as a name that uniquely identifies them ucplus can take advantage of this to associate this user name with the extension that the user is logging in as This behavior of associating the user and the extension number gives ucplus some powerful functionality such as hot desking where other others can reach you by name even if you temporarily use another Mac If you like th
16. on Applications folder or the Desktop AAA _ UC x 2 items 20 9 MB available jn That s it you ve just installed the ucplus software on your Mac To run the application simply double click on the ucplus Application icon from the Applications folder or Desktop ucplus http plus software com Page 3 Where is it plus ucplus is designed to be discrete Always running and providing useful information as you need it yet at the same time not annoying and interfering when you re trying to work So most of the time ucplus sits silently in your desktop dock or menu bar waiting for you to click on it So go ahead and click on the ucplus icon which is a green circle or red if you re on a call and the tray menu should appear PLEASE NOTE the application must be connected to SAIS the ucplus server see Settings and Configuration The Dock menu _ See Presence Address book Messaging Call history Phone window Options Hide Quit i F a hi gta The menu bar a Window Help About UC Configuration 8 Hide 3H Hide Others 36H Presence Click to open the Presence window and see availability and call status of your colleagues Address book Click to open the built in address book and access to your contacts Messaging Click to open the message history and to send new chat message to your colleagues Call history Click to access the call history and see your
17. pad But if that s the case then you should think about storing the person s name in ucplus and then next time you can find them more easily Alternatively you could double click A the green circle in the top right Make call corner of the main menu bar and enter the number in the Make call box You can even use the backspace key if you type it wrong Hit enter or click on the Call button to make a call When running ucplus will monitor Clipboard the clipboard and if you copy Call us on A S dialling something ucplus thinks is a u a telephone number then ucplus will auto populate it and display a tiny clipboard next to the top green icon showing that it is ready to make a call Double click on call the icon and hit enter or click on the Call button to dial the number You can configure ucplus to 5 5 From a web search your web pages Safari SS rae ee pez page only for telephone numbers to Smmm mse Extensions are created by third party developers to customize and enhance your web experience dial It won t find all of them or GT on unfortunately but it is good at phone directory searches because it is optimized to understand this kind of page To turn this functionality on you need to install the Safari plug in The first time you will open a web browser after installing the ucplus you will be asked to install SafariPhoneExtension 1 0 click SafariPhoneExtension 1 0 Turns phone
18. s used to track down any rogue element that Re lnstall Safari Plugin perhaps hasn t updated correctly or to provide clues to a problem s cause If you are experiencing any problems or need to install re install the Safari plugin necessary to dial from the web browser click on the Re install Safari Plugin button and follow the steps as described in the Making Call section eo Configuration The Log page performs a similar function in that it aa Log displays information that is useful in the event of a Sone Devine problem 201 Device On hook WB 05x contacts The Devices list shows the devices that are being Tum on logging used this could include hardware and any apps Time Source Text that you have integrated with ucplus The panel below shows the Log entries By default logging is turned off but you can turn it on Copy to clipboard er by ticking the Turn on logging tick box Once C enabled the log keeps a record of what ucplus attempts to do and whether it was successful or not This information can be very useful when troubleshooting an issue click the Copy to clipboard button and paste the info into a document ucplus http plus software com Page 16
19. t eeeevecre eee ecsireeeeerte aes ice 13 TEPNOU Src ware ate ea ana seid ree arorarntencia nw osnonaentaaetconneeae 13 PPS Hr SS FSS E EE E E E 14 ACS ATOM SSUES sar NNN ened cones peevenrsoutrsuevenrvoueseeoeannreuesmeaveun ares 14 EVENE SC ULI S a E E E 15 Versions amp Log settingsS ssssssssesrsesrsrsrsrrrrsrsesesrserrrrrsesrseororersrorerrsrsesesroerereresesesesreeerereseseseeeseeeeres 16 ucplus http plus software com Page 2 Welcome to ucplus for Mac Desktop Client ucplus for Mac has been designed to make your phone easier and more convenient to use It can do this in a number of ways and this document will show you how But first let s dispense with the formalities ucplus for Mac is a bit of a mouthful isn t it So let s simply call it ucplus from now on How to Install ucplus ucplus software can be either downloaded from a website or provided on a CD in the form of a single dmg file which will look something like this You then insert or mount the disk image onto the machine by double clicking on the file Having done this the disk image will appear as another device in the Finder see below DEVICES E Mac OSX C Mac OS X ML Mac Backups E iDisk _ UC Double click on the ucplus device Now you ve got two options you can either drag the file across to desktop or just move it to the Applications folder To do this simply click and hold the ucplus icon and drop it
20. to assign names to callers and how best to use this information Call History Taking a look at your call history and what you can do with it Presence window Publishing your availability and seeing if other people are free Messaging Chatting via the built in instant messaging client and reviewing previous conversations Settings and configuration How do you configure ucplus to get the most out of it Making calls So we re going to look at ways of making it easier to call people But at the same time we don t just want to use technology for the sake of it So where do we start Well the best way to do this is to look at the different ways that you might get the number that you re going to call and then look at the best way to call them For instance you might be browsing the internet and see the telephone number of a company who you d like to call In this instance the most natural thing would be to click on the number to dial them We call that internet dialling Or if you are using your OS X Contacts Apple Address Book and you have a contact s details on screen you don t want to have to lift your handset and dial the number by hand There s a much easier way now So when you make calls where do you get the numbers from Let s look at some possibilities ucplus http plus software com Page 6 From a piece of Well you might as well lift your handset and dial the number on your telephone Paper key
21. ucplus for Mac User Guide Version 2 4 f software Contents Welcome to ucplus for Mac Desktop Client cccceccseccsecceeceeccseceeceseceseeeeceeeceseeeuceseceseeeuctseceseteuceeeeenes 3 PONTOM U ol 0 US een oe ee en en ee eee 3 WAT 1S 10 E E E R E E E E S 4 TRE DOCKING OU sorire a aE EAEAN OAOA E EAE E 4 The meni AN e A E E E E E 4 PRONE WINGO W oa en en ee E E A A E E E E E EEE EEE A I 5 PEEV N ON aAA AAAA OOOO AAAA E S 5 What would you like CO osiin inne ens outesteoetonute roeteuooiecauinrseineaeoesioeaones 5 WILE 41 a CS E R E E E E E E AE S 6 CCN eaaa E E E ashi ele ea aeini en 8 ORS CaCO MCF ON stacarececesccmeracenceceureceuscreraercuauteunrceusererasceuacsaaspeeuaeeeraecaaqusapnreeusespsnesanseaninetniasenanctaansenanant 9 Address books ANd CONTACES cccsecccsscccecccenecsenceseeeeseeeeseeeeeeeeeseesesseeseeeeseueeseaeeseueeseusessuseseuseseusensesenees 9 Storing contact details WHEN ON a Call cece ceecceeccsecseccecceseceuccseceeeeeceseceseeuceeeeeeeeeeeeueeseceseeeueeeeeees 10 aU TE SY cece we rc sn ew wn ret ss sens rans eoaavenngesasacauincdamesies 10 BIN a ato se ee oe ieee oie vn ee vais cc vcs ccc oe ect rg se ee tee cece eee ee eee eeeceeeee ee 11 ISS SUR ere et eerie E E E E van tetes ov dee E E concn tam taneberntonetaneperaes 12 SSSA IS COM E E E es eee ees nanan 12 SEUSS Ii CON VE AU ON eters vseuneic ace eines enpeswins eanseessuceseaeyccinne senses steers ee
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