TWS Caller v3.1 User Guide
Contents
1. Simple rulefs Simply create a presence sta Presence TWS My current device tus rule on My current device Activate v and fill in the forwarding con ditions Forward Immediate F See TWS presence Status Save G Cancel 34 TWS Caller v 3 1 User Guide 8 4 Voice Mail rule A forwarding rule called Voice Mail is automatically created the first time and Simple rulefs i A General activated every time you change your TWS presence Hame Ware tai status to Messaging thus transferring automatically Presence 7 all calls to your Voice Mail Activate E box Voice mail Forward Immediate 7 Qrigin All 7 save f Cancel 35 TWS Caller v 3 1 User Guide 9 Advanced Search You can display the Advanced Search window by clicking on the icon 9 in the application bar You will then be able to set criteria for your search by selecting the directory in which you want to search then the search field Last name First name company assistant phone or Switchboard and the condition begin contain different equal finish and text to search in the box Click on Validate to launch the search Upon search e Contacts in the selected directory fulfilling set conditions will appear in the Advanced Search window You can then click on the relevant phone icon to activate a call A contact can have up to 5 different number2. Algora TW Caller v 3 1 User Guide General information Display name Last name First name Company Office phone Mobile phone Other information Assistant phone Switchboard phone Email 1 Email 2 Home phone Personal web site Default phone type 0 Switchboard Assistant Office Mobile 2 Home Contact list mame Algoria mi Cancel Send 21 6 InfoCard The Infocard is a window appearing each time the mouse goes over a contact either in a contacts list in call logs or in the calls management zone during a call for example You can in the latter view detailed contact information if available in TWS connected direc tories or databases during the call or retrieve them in the actions log after the call TWS Caller v 3 1 User Guide Jocelyn Aziere E E A Directory TWS Logistique pac promo TWPS31 pour From 11 26 2006 3 30 PM To 1126 2008 4 00 PM The InfoCard contains information about the source directory of contact and for TWS users messaging calendar Ms Exchange or Lotus Notes presence see calendar presence section above and details on the event event title start and end time of the event Note To view calendar presence TWS must be connected to your messaging directory Please see your administrator Depending on the contact the Infocard allows different actions described below e Dialling by clicking on one of the icons symbolizing th
3. You can display the contact lists window by clicking on the icon ee in the application bar Each contact can have three types of presence described below e TWS presence e Calendar presence e Telephony status 5 1 TWS Presence A TWS user can manage its TWS presence with one click and therefore inform other users about its availability 5 1 1 The 6 TWS presence status Offline when TWS Caller is closed the presence status is moved to offline by default s Online when TWS Caller is activated for the first time the presence status is set to online by default For the following activations the presence status will go back to the last used status ih Busy to inform colleagues that you don t want to be disturbed Not available Absent you can set TWS Caller to move automatically to this status after a fixed time with no computer activity defined in the user preference amp Voice messaging all calls are automatically forwarded to your voice mailbox Go to your user preferences to set the forwarding condition to Immediate busy or No answer 7 My current device you can activate this status by clicking on the name of the device added as current device 15 TWS Caller v 3 1 User Guide Your own presence status is also displayed in the title of the main Caller window You can change it by clicking on it You will be able to choose between online by default busy Not rn B
4. Telephony Web Services TWS Caller v3 1 User Guide A 2008 Algoria TWS Telephony Web Services and associated products is a Algoria registered trademark Web Services rele TWS Caller v 3 1 User Guide Contacts and Support ALGORIA Address 3 rue Verte 95100 Argenteuil France Tel 33 1 34 34 40 34 Fax 33 1 34 34 40 39 E mail support algoria fr URL http www algoria fr Online documentation You can access online documentation by clicking on the io icon on the TWS Caller sidebar then by choosing the Documentation option Document control Current version 1 4 TWS Caller v3 1 User Guide 16 Jun 2009 Previous version 1 3 TWS Caller v3 1 User Guide 05 Jun 2008 Algora TW Caller v 3 1 User Guide Table of Contents 1e Overview of TWS Caller 0 00000 1 1 1 Running the application 1 2 Available telephony functions 1 3 Overview of the TWS Caller Sidebar 2 Outbound calls 000 o 5 2 1 Dialling with Drag Drop 2 Dialling with Copy Paste 3 Dialling a number in the Quicksearch box 4 Dialling from a contact list 5 Dialling from the call log 6 Dialling from a search result 7 Dialling from a contact Infocard 8 Redirected Outbound calls NINNN N N N 3e Inbound calls 0000 eee cece eee as 9 3 1 Answering an Inbound call 3 2 Redirecting an Inbound call 3 3 Redirected Inbound call 4 Using the calls management zone 2 2
5. dar status automatically updated from their Ms Exchange LD No Calendar status or Lotus Notes calendar These statuses based on calen dar events are represented in TWS as Available or Free Busy You will also be able to see the details of the calendar event in the user s InfoCard See infocard section below and for Ms Exchange only Note To view calendar presence TWS must be con E Not available or Out of Office nected to your messaging directory Please see your l Tentative administrator 5 3 Telephony status TWS Caller allows you to view the contact phone status displayed through different background colors only in the following cases e the contact is a TWS user e You are allowed to monitor this contact Please contact your administrator to set Supervision rules The three Telephony presence statuses are e Free or available no background color If you click on contact s name you call its default phone number and that contact will automatically change to yellow e Ringing yellow background Waastra I Administrateur Your contact phone is ringing you can intercept the call by clicking on the contact name If the contact picks up the call the background changes to red e Busy red background or The contact is on the phone and his line is engaged algoria CF Ee 5 4 Phone Icons EB dccelynaziere M Each contact can have a set of telephone numbers identified by different icons
6. 4 11 4 1 Active calls 4 2 Initiating a consultation call 4 3 Managing active calls 5e Contacts management 2 2 0 ee eee wwe eee 15 5 1 TWS Presence 5 1 1 The 6 TWS presence status 5 1 2 The notion of current device Calendar Ms Exchange or Lotus Notes presence Telephony status Phone Icons Creating a contacts list Managing your contact lists Adding an existing contact Adding a non existing contact O1 OF1 OF1 UI UI O1 UI CON DO oF KR WN A Algoria TWS Caller v 3 1 User Guide 6e InfoCard 2 te ew we ee ens 22 Te COMNOS E EE 2 8e Managing Forwarding rules 0 02 eee eee 29 8 1 Simple rule activation 8 2 Activation principles and priorities 8 3 My current device 8 4 Voice Mail rule 9e Advanced Search 0 00 cc eee cece eees 36 10 Preferences 0 ccc ce ee eee eecneeas 37 TWS Caller v 3 1 User Guide 1 Overview of TWS Caller TWS Caller is a Web service based CTI Computer Telephony Integration and unified communi cation application delivering high end easy to use telephony features to the end user TWS Caller provides a unique set of services e on the fly universal dialer e efficient phone assistant e comprehensive multi directory connector e presence management and communication productivity features e web based mouse click multiline phone monitoring e mobility features 1 1 Running the application Within
7. Poste 22 Ascot 0 03 3 2 Redirecting an Incoming call Held cal There are four ways to redirect an Inbound call allows you to redirect the call to your voice ED TWS Ca _ mail with one click e You can redirect the call to one of your contacts using Drag Drop Open your contact list left click without releasing the Inbound call and place it on the relevant contact to whom you want to redirect the call then release the mouse button Sel ot O e You can also redirect the call to a contact in the Delivered call QuickSearch results Once the search results is Foste 22 Ascot displayed Drag Drop the call to the phone icon where you want to redirect the call e You can enter a destination number in the Quicksearch box and Drag Drop the call to the Poste 003 Quicksearch box Alqaria F Poste 6004 o Algoria 9 Algora TW Caller v 3 1 User Guide If you take the call while you are already in communication with some one else a communication is already displayed in your active call zone the current call is automatically placed on hold in the Calls on Hold frame You cannot organize a conference with a third person using an Inbound call If you already have a conversation going on with the first speaker you need to be the one to make the call to the new speaker See con ference in the call management section 3 3 Redirected Incoming call You can view the result of Inbound calls redirect
8. These Phone icons are 17 Web Services K O N p e a Mobile E lH Switchboard a e Assistant Each contact also has a default phone number assigned in the contact list represented by the relevant icon and used for direct dialling when you click on the contact name However this default number can be changed by clicking on the phone icon and selecting a new icon in the list if other phone numbers are filled in for this contact 5 5 Creating a contacts list Open the contacts window and click on In the window type the name of the list select Public list if you want to share the list with other TWS users and save Your list has been added to the contacts window You can then rename suppress the contact list or make it public or private using the buttons in front of your contact list fPalsoria Rename Private List E Move Public mj Delete a Create a contact 5 6 Managing your contact lists TWS Caller v 3 1 User Guide JAlgoria im Marc Chartier O Jocelyn Aziere GsmPhone gt PersonalPhone Ea ProfessionalPhone WM StandardPhone ua ij Add a contact list Contact list name T T r You can display the contact lists management window by clicking on the icon I in the application bar 18 You will be able to select Public co
9. dial by highlighting it in any application Internet explorer Excel Outlook etc Step 2 drag the number entire string with the left mouse button and drop it on any part of the TWS Caller sidebar Step 3 release the left mouse button The number appears in the TWS Caller Quicksearch box The string is cleaned to ensure the right number is dialled and the call is made Drag and drop example 5e o Delivered call Please find information about a software Held call Jocelyn Azi re Responsable des d veloppements jocelyn aziere algoria tr 33 0 1 34 34 40 31 dir 2 2 Dialling with Copy Paste In environment which does not support drag drop feature you can still perform speed dial ling if the copy paste feature is supported Step 1 select the number you wish to dial by highlighting it Step 2 right click and select the copy option or use the Ctrl C on Windows Apple C on Mac to copy the selected string into the clipboard Step 3 click on the Ss icon in the TWS Caller sidebar in order to make the call 5 refot TWS Caller v 3 1 User Guide 2 3 Dialling a number in the Quicksearch box You can key in a phone number in the QuickSearch box then click on amp in the TWS Caller sidebar to activate the C i call caro p6000 0 30 gt The relevant contact name is displayed if found in one of the connected directories or databases A GOC O Delivered call 2 4 Diallin
10. 26 2008 EH T 11 26 2008 EH OF Actions list All 2 Email s 0 SMS 0 Note s 2 L 11 76 2008 2 50 PM caroline algoria Meeting plans NOTE Oy 11 26 2008 2 46 PM caroline algoria Note meeting NOTE oy Actionis for the selected items ied e Create a contact if the number is not recognized es e lt Edit the contact if it s a personal contact i e Delete the contact e b Copy the contact in order to use it in other applications e g if you want to send it to someone through e mail 26 7 Call log As stated in the name the call log records all received made and missed calls You can display the call log window by clicking on the icon in the application bar A Jocelyn AZ 11 19 2008 A 3134 11 19 2078 4 53 PM O11 34344502 11 19 2008 8 45 AM 0134444352 11 79 2006 8 44 AM Jo elyn Aziere 19 2008 8 42 4M All calls are listed with the date time and the name of your contact if recognized An icon represents the type of contact phone number You can call back the contact by clicking on it You can filter the window to see only incom ing calls by default outbound calls or missed calls Outbound calls Inbound Calls An Infocard is also opened by moving the mouse over the contact name to propose more actions add a contact add a note to the contact view se Jocelyn AZIERE the action log or copy contact 11 19 2008 4 53 PM Jocelyn AZIERE TWS C
11. Algoria Jocelyn Aziere 4531 Outgoing calls Missed calls Empty the current call log 4 Note you can also view the call log of other TWS users if you have the authorization set by your administrator 28 TWS Caller v 3 1 User Guide 8 Managing Forwarding rules Ees You can display the Forwarding rules Window by clicking on the icon lt in the application bar TWS Caller allows you to manage calls forwarding through one click enabled forwarding rues or based on presence status changes Note by deflault TWS Caller allows to manage simple rules described below for informations about advanced forwarding rules please refer to TWS Rules documentation TWS Caller forwarding rules interface clearly displays all created rules An infocard also appears upon mouse over or when clicking on a rule to provide you with the relevant details Phone Rules simple rule i L0 Voice Mail Lo To my current device Busy in Exchange Yoice Mail To Fabien TWS Messaging Immediate All To add a new rule click on in the upper right corner of the window and select New sim ple rule Mew simple rule seine New advanced rule i Test 4031 ee _Advanced rulefs There are 2 types of rules manual rules activated and disabled with one click by the user and presence rules also known as automatic rules as activated automatically upon change of pres ence status
12. DBC database directory Access etc e Exchange 2003 2007 or Exchange 5 5 contacts directory private and or public e PBX contacts directory internal and or external records e Notes Please contact your TWS administrator to configure the directories you need in TWS Caller 7 A Algora TW Caller v 3 1 User Guide 2 7 Dialling from a contact Infocard When the Infocard of a contact is displayed See Infocard section click on the phone icon sym bolizing the number you want to dial e g mobile office home Jocelyn Aziere BAK GA 2 8 Redirected Outbound calls You can view the result of Outbound calls redirected to another contact in the call Infocard displayed automatically when your outbound call is redirected to another contact or number Delivered call i Outgoing call to device 22 redirected to device 24 8 TWS Caller v 3 1 User Guide 3 Inbound calls 3 1 Answering an Incoming call The second zone located just under the action buttons shows the Incoming calls When a person tries to reach you its phone number is displayed in the Incoming calls frame as well as its name if filled in the company directory depend ing on the TWS server configuration at your site and the call waiting time By clicking on the phone number and or name of the person you answer the call which will then move to the active CICS CO call zone See section below Delivered call
13. Ensure the window is always on top whilst working with other applications by clicking on you can then remove this option by clicking on ua e Create a note on a contact A new window appears and allows you to create a note on your contact post it Notes are recorded in the contact actions log and can be visible to every one other users can only view the title of the note public the content will also be visible to everyone or private by default you will be the only one to see the content An example of a visible note is shown below 23 Algora TS Calter 3 1 User Guide Privacy s Visible Public Private Meeting plans Note about contact Jocelyn Aziere TWS meeting scheduled every Tuesday at 6 30 am strom next week onward Yerdana BW i458 E B Chat with a colleague who has TWS Caller A new window appears which allows you to chat with your contact once he approves the chat request caroline join room caroline Hi What s up AIgona 24 TWS Caller v 3 1 User Guide f the contact refuses to chat you E will get the following message in HER ear GOON join room A your Text box caro6000 Hi can you chat now AACE Te sroling has refused to enter in the Note this function differs from conversation instant messaging as it cannot be used without authorization from the relevant contact er E e Invite
14. a Windows environment If the application does not start automatically launch it from the TWS_Caller exe shortcut You can open TWS Caller automatically each time the computer starts up by placing it in the Start folder in the Startup menu see configuration documentation for more details u a 1 ah I A Data Sources ii FA 5 MA DUNG Sprinthit Software Microsoft Office fa Startup nl TSP Third Party SDE All Programs USE Radio VERITAS Software FA viceversa Pra E Start ee ge E webDrive Fr Servite grager Tr F F F F E Ft F In Full Web mode Enter the following URL in your browser http servername tws2 TWS_Caller web TWS_WebStarter html 1 2 Available telephony functions TWS Caller offers the following telephony functions e Multiple possibilities for outbound number dialling including speed dial copy paste to call drag drop to call multi directory search and call quick call from contact lists or call logs 1 writes TWS Caller v 3 1 User Guide e Advanced call management features transfer put on hold divert and conference e Presence management features TWS presence workstation activity check user permitting calendar presence Exchange Outlook or Notes line monitoring with telephony status free ringing busy e Simple inbound call forwarding depending on TWS presence status and or Exchange or Notes calendar status e Call log management outbound calls inbound ca
15. a contact to a video conference This icon will be displayed If the 2 users have the video conference application module See VideoShare documentation amp Invite a contact to an audio conference This icon will be displayed If the 2 users have the audioshare application module See AudioShare documentation send an SMS toa Jl contact with a Mobile phone Privacy A new window appears which allows you to send an SMS to Object Need to meet your contact e Visible _ Public _ Private Hi SMS are recorded in the When is our next meeting contact actions log and can be made visible to every one which allows other users to only view the subject of the SMS in the action log public the content will be visible as well to all users or private by default you will be the only one to view the SMS in the actions log A Display the list of actions made toward contacts through the actions log The contact actions Log window opens and displays relevant actions with date owner of the action subject and type Notes mails or SMS 25 wri Macho TWS Caller v 3 1 User Guide Depending on their status Visible Public or Private you will be able to see the headers the detail or nothing You will be able to filter the actions by type Emails SMS or Notes and date You can select and delete selected actions in the log A Actions Log Date chooser a Days tJ Month From 11
16. active calls zone Fy 4G 0 Delivered call Held call eld call Poste 22 Ascotel 12 Algora TW caller v 3 1 User Guide If you have two calls in the active call zone the on line interlocutor moves to the Call on Hold frame The one placed temporarily on hold is put on line You cannot set a conference with a call on hold In the Call on Hold zone You cannot hang up a communication placed on hold You need to recover the call to put it in the active call zone first You can put a conference on hold However only one number will appear in the frame You will be able to recover the conference at any time the other inter locutors being able to discuss in private whilst you have put them on hold Lis To transfer a call You need to first initiate a consultation call The manipulation is performed in a 1 When on line with a con tact dial a number or click on another contact to call n ney 2 When the consultation call aliye pelivered call is made click on the trans fer button Note The button appears only when there are two active calls You can transfer the call when the consultation call is still ringing 0 To alternate two calls Available only when there are two active calls a click on this button allows to swap the state of the calls The first call becomes tempo rarily on hold but still stay ing in the acti
17. aller v 3 1 User Guide oO oe oe O it Missed Calls amp e RB You can open the call log management window by clicking on A which allows you to e Sort your call log as desired by first name last name number company name date e See the length of the calls e See the company of the contact when available e Delete an entry in the call log e Empty your call log e Click to call e Connect to other TWS users call logs 27 Algoria TWS Caller v 3 1 User Guide ii Call Log Incoming calls 11 76 2008 2 36 PM 00 00 00 Algoria Jocelyn Aziere 4531 11 26 2008 2 28 PM 00 00 00 Algoria caro p aood 6co0 11 25 2008 9 49 AM 00 00 00 Algoria caro p ood 6000 11 25 2008 9 12 AM 00 00 07 Algoria Jocelyn Aziere 4531 11 25 7008 9 12 AM 00 00 05 Algoria Jocelyn Aziere 4531 11 25 2008 8 45 AM 00 00 00 Algoria Jocelyn Aziere 4531 11 24 2008 9 00 PM 00 00 00 Algoria Jocelyn Aziere 4531 11 74 2008 9 00 PM 00 00 16 Algoria Jocelyn Aziere 015434403 11 24 2006 9 00 PM 00 00 06 O13434436 11 19 2006 4 55 PM 00 00 37 ALGORIA Jocelyn AZIERE 4031 11 19 2008 4 53 PM 00 00 00 3154 11 19 2008 8 45 AM 00 00 25 O1s4344356 11 19 2006 8 44 AM 00 00 25 O13434456 11 19 2008 8 47 AM 00 00 00 Algoria Jocelyn Aziere 4551 11 18 2008 11 10 PM 00 00 07 O13434436 11 16 7008 11 09 PM 00 00 00 Algoria Jocelyn O21ere 4531 11 28 2008 10 59 PM 00 00 00 Algoria Jocelyn Aziere 4531 E 11 28 2008 10 43 PM 00 00 00
18. ate available Absent Voice messaging or My current device Sie Offline being automatically selected when you close the amp application aa zz Messaging 4dd current device ee eee 5 1 2 The notion of current device The notion of current device allows you to use TWS Caller from any device You can create multiple current device Statuses if you need to by clicking on Add current device and adding name and number a ro Online sN Busy Add current device Fy En Mame mobile O Messaging Zx peooo Number 0635456564 i i Active They will appear in the list of TWS presence statuses The current device will be marked and will appear in the title bar upon selection dd current device elete current device When you want to delete a current device you are asked to confirm which current device you want to delete Delete car pera ne Delete current device The notion of current device can be completed by setting a simple forwarding rule to receive your calls on your current p6ooo mal device This rule can be coupled with your presence status 6 JL o to take effect See forwarding rules section Note When you set your TWS presence to another device and call somebody the calling num ber displayed to them is your normal extension number 16 TWS Caller v 3 1 User Guide 5 2 Calendar Ms Exchange or Lotus Notes presence TWS Caller allows you to view TWS users contact calen
19. ations described in this document Shes gt Forwarding Rules simple rules a ie e tee Preferences ham ts Oo i F Delivered call e Call log Held call C2 Contact lists p Walgoria Mare Chartier A e Advanced Search J Jocelyn Aziere Note Other applications can be available in the Application bar if you have acquired other relevant TWS modules TWS Mail SoftPhone AudioShare VideoShare Stats Rules and Joss mobile Recorder caroline algaria Mare all Upon selection in the application bar the relevant win dow opens with the corresponding icon displayed in the F window title bar ees Z A Simole rulefs Q Test 4034 These windows can also be opened outside the vertical Caller sidebar resized to show only the window title bar or closed Advanced rule s fa In the TWS Caller sidebar shown aside there are 3 opened integrated windows Contacts Forwarding rules Jocelyn Aziere and Search results ocelyn Azi 4lgaria ALIVIER SPIE Co Resize to title bar only click on the same icon to expand the window again Open Window outside TWS sidebar Close Window Note A mouse over the actions icons in the Active call zone ae or in the Application bar will show their description tooltip 4 TWS Caller v 3 1 User Guide 2 Outbound calls 2 1 Dialling with Drag Drop Step 1 select the number you wish to
20. e All matching contacts will appear in a search 403 window integrated in the TWS Caller sidebar You can then click on the relevant phone icon to It marc ch J activate the call A contact can have up to 5 different phone numbers represented by different phone icons described in the call management section below A 0 C TF e If you get no result it means that TWS did not BEAT Tee dica find any matching contact in any of the connected directories or databases Regen e If you get more than 30 results parameter to be configured by your administrator you will get the message too many results you then need to Marc Chartie enter a more restrictive search criteria or use the Algoria ao TWS Advanced Search See Advance Search Marc CHARTIEQ section below ALGORTA Ea s Lemana Note When the search window is opened you can realize that this process is a fully dynamic search You can enter several strings separated with spaces in the quicksearch box The search will then look for contacts whose last name first name and company name include one of the several strings See the example above You also can enter a number as a string to be searched for The search will then look for all the contacts whose phone numbers include the given number The following directories can be configured in TWS Caller e TWS personal directory e SQL database directory e O
21. e different contact phone numbers See phone icons in the contact management section e SENd an e mail If the user has an e mail address This will automatically launch your messaging client Ms Outlook or Lotus Notes and open a blank email with your contact s email address already entered as destination Note if 2 e mail icons appear the user has several e mail addresses e Send a TWS mail A new window appears which allows you to send a mail to your contact If the contact has multiple e mail addresses e g private and business you can then select the relevant e mail address TWS mails are recorded in the contact actions log and can be made visible to every one other users can only view the subject of the e mail sent to the contact public the content will also be visible to all users or private by default you will be the only one to view the mail in the actions log After having entered the subject and text of the message the TWS mail is sent to the contact s messaging system as soon as you confirm 22 Algoma TWS Caller v 3 1 User Guide T s jocelyn aziere algoria fr jocelyn aziere datafast fr Privacy O Visible Public Private Will you be there at the meeting this afternoon Note For each opened window you can e Resize the window by dragging its edge the bottom right corner e Close the window by clicking on or e Maximise the window by clicking on e
22. ed from another contact before and after the call is answered a 20 6 Poste 22 Ascot S lt 2g Delivered call Redirected call information Caller information Information on the current call 10 TWS Caller v 3 1 User Guide 4 Using the calls management zone 4 1 Active calls The area located under the QuickSearch box shows the active calls This frame is active when you make a call pick up a new call or recover a call placed on hold The action buttons are also enabled when at least one call is active There cannot be more than two active calls at the same time Note When you make a call the time length is calculated from when it started to ring and the name or phone number is highlighted in bold as soon as your contact picks up the Phone Delivered call 4 2 Initiating a consultation call In order to make a second call you need to click on the call button after dialling a number in the QuickSearch bar or click directly on a phone number in the contact list Infocard call log or search results in the TWS directories a e O t Delivered Making a second call auto matically puts the first call temporarily on hold whilst staying in the active calls zone Second call Active and ringing Second call active and online First call temporarily on hold Once the call is established with the new contact the two call
23. endar events in your e Mail Lotus Notes or Ms Exchange e Activation or not immediately after saving e Forward or not to voice mailbox by clicking on Voice mail or to a defined number or a contact in TWS When you click on the Edit icon you will see the screen below which allows you to select a phone number contact or TWS user Select J a phone number la a contact a TWP user kor 3 Next Z Cancel 31 Algoma TWS Caller v3 1 User Guide If you select a contact the following window will allow you to search and select the relevant contact Simple rule s Perform a search and select 4 contact Jocelyn Azi 4 l a ro yn Aziere Algoria source TWS Me O01 34 34 40 31 La 4 r IIF mei a D1 15 95 64 64 nt 09 52 64 96 65 Shall Jocelyn AZIERE DATS amp FAST Ore Oma Oem Once selected click on Finish 32 Algora TW Caller v 3 1 User Guide u Simple rulefs General Hame Test 4031 Presence TWS Absent Activate voice mail a Forward to Jocelyn Aziere P Forward No answer en l i i Origin All Save Z Cancel You then need to complete e Forwarding condition type Immediate Busy or no answer e Filtering condition on the source of call internal external or all On ASCOTEL IntelliGate this option is not available And Save 8 2 Ac
24. es There are also four rules states 29 Services Algora TW Caller v 3 1 User Guide e Active O The programmed call forward within the rule is active and your calls are forwarded following the defined conditions Note an active manual rule can be deactivated by cliking on the green bullet e non active O They are known as in service and are activated either by the user manual rule or by presence status changes automatic rule e Temporarily out of order They are automatic rules only temporarily out of order due to the activation of a higher priority rule manual rule e Out of order They are automatic rules only fully out of order and therefore cannot be activated These rules can be in service only after editing and changing their Status 8 1 Simple rule activation As shown in the screen below a simple rule can be activated based on a presence status change automatic rule or not manual rule General Name Tomy mobile Presence TWS Offline Activate Voce mail Forward to fl Forward Immediate Origin All ae Save Z Cancel 30 TWS Caller v 3 1 User Guide To create a simple rule fill in the following information e Name of the forwarding rule e Activation or not upon presence status change None TWS presence status change to Offline Online Busy Not available Absent Messaging My current device or upon specific cal
25. f no answer e set to automatically move your TWS presence status to Absent after a certain time in minutes of computer inactivity e change your application language Preferences TWS Caller TWS Alerter TWS Phone iw TWS Caller is diplayed on incoming call TWS Caller is always shown in front wv TWS Caller is automatically hidden Resize office when TWS Caller is open Choose active forward type bound to messaging state Immediate Inactivity time q re Choose language English Note When you decide to keep the TWS Caller sidebar hidden the sidebar will also appear when you drag drop a number for speed dialling or a string for search or when you move the mouse over the left side of your screen 37
26. g from a contact list In your personal contact list click on the name of a con tact to call its default phone number galgoria s Marc Chartier You can change the contact default number to call by S clicking on the phone icon office home mobile If gy Jocelyn Aziere E other numbers are available for this contact the list of B numbers represented by the different icons will be dis played l i caroline algoria Joss mobile Marc all Note The meaning of the Phone icons and presence status Private List are described in the Contact management section below 2 5 Dialling from the call log In the call log See call log section click on the phone icon of the number or contact you want to call Jocelyn AZIERE 11 19 2008 4 53 PM 11 19 2006 8 44 AM Jocelyn Aziere 11 19 2008 8 4 4M 2 6 Dialling from a search result Enter a search string name or number in the Quicksearch box then validate via Enter or by clicking on yy 6 TWS Caller v 3 1 User Guide The search is a multi directory search it will search within all the directories and databases which are connected to TWS and within your own TWS directory called TWS personal con tacts created manually in which TWS stores the contacts that you have created manually see section adding a non existing contact below for further explanation about the TWS per sonal contacts Upon search ED TWS Cal
27. ick up and hang up calls with one click og 0 di Dial QuickSearch Search Delivered call box Line management area Inbound calls and on hold calls pile up there Held call Applications area The relevant application Put on Transfer appears here upon selection pe Hold a call in the application bar Recover Start a a call Conference Applications bar Alternate Application Icons that are calls available to the current e Buttons are active when relevant user actions are possible see managing calls section When a call is active the number and or name of the con tact appears in the Active Call zone with the time 0134344031 O G length of the call and the Hang up icon L7 OJ 7 J F j j Delivered call Poste 2 45ca 0 03 Upon inbound call the number and or name of the contact appears in the Incoming Calls zone with the call waiting time to the right and the possibility to transfer to your voice mail box Missed Calls You have a missed call when the TWS login bar is orange Click on it to open the call log window which will then be refreshed and will display missed calls See call log section for more information Note You can resize the window by dragging its border using the bottom right corner 3 TWS Caller v 3 1 User Guide Specific applications are launched from the Application bar Per default the TWS Caller includes the following T EEU applic
28. lls missed calls e Profile management messaging system password alias management TWS application management and preferences e Mobility feature with current device setting to receive your calls on another extension mobile phone e Ease of integration within the desktop and online TWS documentation e Comprehensive contact management including e multiple contact lists management displayed and managed contacts can be TWS users TWS directory contacts or contacts belonging to connected directories or databases PBX directory LDAP Exchange Outlook or Notes contact folders databases with ODBC or SQL access e contact presence information display TWS presence calendar presence telephony status e one click contact communication features click to call to chat to send an SMS e mail to create a note e contact based action and event log summary of the communication history with a specified contact 2 TWS Caller v 3 1 User Guide 1 3 Overview of the TWS Caller Sidebar By default the TWS Caller sidebar is located on the top left side of your screen and displayed as below Click here to mask TWS Caller sidebar Current user name and f ane TWS Caller z Right clicking the iA icon in the device number a lt windows task bar displays the TWS Caller sidebar again You can manage your own presence status and set your current device number here Ae oFoj Call management area You can dial p
29. ntact lists created by other TWS users and move contact lists 5 Adding an existing contact Adding existing contacts is easy with the TWS multi directory search It will search within all the directories and databases which are connected to TWS and within your own TWS directory called TWS personal contacts in which TWS stores the contacts that you have created manually See section adding a non existing contact below for further explanation about the TWS personal contacts In the search results window contacts are sorted by highest matching to the search criteria The same con tact can appear several times if they appear in multi ple directories If one of these directories is the TWS users directory choose it as it allows you more con tact actions like video conference and chat if listed in the search results it should appear first with the red icon Q by clicking on this button a contact is added to your contacts list but you will only be able to perform the following actions speed dialling create a note send an SMS and send an email if the relevant application is included e by clicking on this button a TWS user is added to your contacts list and you will be able to perform additional actions view his TWSpresence Status messaging calendar Ms Exchange or Lotus Notes presence and telephony status as well as initiate a chat audio conference or video conference with the contact if the
30. relevant application is available to you and to those users 19 TWS Caller v 3 1 User Guide a TWS Caller Lae amp QO ek O Delivered call Held call Jocelyn Aziere i D Algoria La H Jocelyn AZIERE P DATAFAST La t Jocelyn AZIERE D ALGORIA La 8 rere BEAR STR Po 3E e When you add an existing contact you are required to specify the contact list name and the default number for direct calls e An Infocard is also displayed when you move the mouse over the contact showing the source directory See Infocard section for more details Jocelyn Aziere 2 AGA Directory TWS amp Shae amp 5 8 Adding a non existing contact Click on the button displayed in front of the name of your con tacts list and then click on Cre ate a contact The contacts which are manually added to one of your contact lists are placed in a directory called TWS personal contacts rt TWS Caller v 3 1 User Guide DisplayName Jocelyn 4ziere Contact list name Aastra Choose device GSM 7 LOJLO Rename Move Public a Delete a Create a contact In the new contact window fill in the relevant information at least the default phone number contact name and contact list existing or new contact list The phone icons which will appear in the contact Infocard and available for direct calls will depend on the phone numbers filled in this window
31. s appear in the active calls frame and the buttons recover alternate transfer and set a conference become active see section below 11 TWS Caller v 3 1 User Guide 4 3 Managing active calls Six actions are available through the following buttons Fgh e To hang up If you have two calls in active mode but one being temporarily on hold in case of dual calls using this function will have a different effect depending on your device mode being VTI XML or CSTA See your administrator Aastra 5000 CSTA or IntelliGate The current communication is termi nated the call placed temporarily on hold becomes immediately active e g same result as recover see below Aastra 5000 VTI XML you hang up but the two interlocutors are put in relation e g same result as transfer see below If you are in conference mode with two people See below the current conversation is terminated but the two interlocutors stay online together e To put on hold By clicking on this icon the active call will disappear from the active call zone and move to the Calls on Hold zone Poste 22 Asco 0 15 When a contact is on hold his phone number and or name appears in this frame Loy i2 tu ered call To retrieve a call on hold click on the name or number displayed in the lt On Hold Call zone the call becomes active again and moves to the
32. s represented by different icons described in the call management section above e if you get more than 30 results parameter to be configured by your administrator you will get the message too Many results you then need to search with more discriminatory criteria You can also add search criteria by clicking on and using and or or to link the 2 condi tions as shown in the example below dvanced search hoose a directory Exchange Public Company Zij Begin YE alidate Jocelyn AZIERE Or DATAFAST La 9 Jocelyn AZIERE P ALGORIA BAA Richard BOUCHOT P ALGORIA be I Marc CHARTIER ALGORIA Bas appel STO Groupement ALGORIA Jocelyn Jocelyn F 4lqoria Poste Joss D ALGORIA Le 36 TWS Caller v 3 1 User Guide 10 Preferences kat You can display the Preferences Window by clicking on the icon _ gt in the application bar You will then be able to select different options e display TWS Caller upon incoming calls to be selected if you select TWS Caller automatically hidden as in the example below e display TWS Caller always on top of other windows e resize all other applications to allow TWS Caller sidebar to stay visible on the left side of your screen e change the forwarding rule to be applied when you set your TWS presence status to Messaging in order to activate the rule immediately upon inbound calls by default or only when the line is busy or in case o
33. tivation principles and priorities To ease rule activation there is a priority principle The order of activation of different rules is described below starting with the lowest priority e An Offline presence automatic rule It is the lowest priority in order for other rules to activate a forwarding rule when TWS Caller is closed e A calendar presence automatic rule e A TWS presence automatic rule As the presence is changed directly by the user these rules have a higher priority than calendar presence rules e Manual activation rule When only one manual rule is activated all other rules with lower priority are temporarily moved to out of order state Other activation principles are described below 33 Algora TW Caller v 3 1 User Guide e Only one rule in service by presence status e If a higher priority rule is activated TWS presence busy the lower priority rule Exchange presence Busy will only be activated once the first one is deactivated e Many manual rules can be activated together but the first to be activated are disabled if they have the same forwarding type as the latest activated rules e A manual rule is automatically created if there is a rule created in the PABX platform which does not respect users rules 8 3 My current device The notion of current device ff defined in the TWS Caller j application allows you to call General and receive calls from any device Mame To my current device
34. ve calls zone whilst the other is put on line ia rh d aleloledo PR EDO DC ae en Malis nee A all 13 amp TWS Caller v 3 1 User Guide To recover an active call Available only when there are two active calls when you have established a dual call and want to close one of the two conversations A click on this button closes the active conver sation and recovers the conversation previously placed in temporarily on hold If you want to close the other conversation you have to Alternate the calls before To set a conference Available only when there are two active calls this function allows the two contacts to become active in confer ence mode The result shows one call in the active zone with the details of the confer ence participants Three actions described above are available while in conference mode a 4 Hang up Cad Put on hold e Call recovery TWS Ca Delivered call Special case If you use call recovery you will end the conversation with the person who was the last to be on line with you prior to the conference 14 TWS Caller v 3 1 User Guide 5 Contacts management The contacts window is a key component of TWS Caller It allows you to create new personal contacts and lists to see the presence status of your contacts TWS users and it also enables speed dialling to call your contacts
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