Lotus Sametime Unified Telephony Quick Start Web Seminar

Basic Sametime Unified Telephony concepts (without getting too technical) What is a Unified Number? What is Provisioning? What happens when you are provisioned but haven’t installed the Sametime client?

What is a Unified Number?

What is Provisioning?

What happens when you are provisioned but haven’t installed the Sametime client?

User experience goals and philosophy Social experience; not simply recreating a keypad-centric experience on the PC Intimacy of participant pictures Drag and drop Simple to use Immediacy of call and call functions: telephony functions a click away Manage your phone(s), phone contacts and how you can expect to be contacted Intuitive: minimize complexity of telephony infrastructure Leverage what Lotus Sametime users do naturally every day Use presence to find people Use status and location to enrich presence Find  Reach  Collaborate!

Social experience; not simply recreating a keypad-centric experience on the PC

Intimacy of participant pictures

Drag and drop

Simple to use

Immediacy of call and call functions: telephony functions a click away

Manage your phone(s), phone contacts and how you can expect to be contacted

Intuitive: minimize complexity of telephony infrastructure

Leverage what Lotus Sametime users do naturally every day

Use presence to find people

Use status and location to enrich presence

Find  Reach  Collaborate!

SUT use agenda Preferred numbers Making calls Calling a person (click to call) Calling a number (dialing a number) Telephony presence Receiving calls In a call Call experience Call controls Making rules Managing phone contacts

Preferred numbers

Making calls

Calling a person (click to call)

Calling a number (dialing a number)

Telephony presence

Receiving calls

In a call

Call experience

Call controls

Making rules

Managing phone contacts

Preferred number display Good to know: The phone that is displayed is the device/number that will be used for your incoming and outgoing SUT calls. The list of numbers available from the menu is a personally defined and managed set, unique to you (set in preferences – see slide 7). You will automatically have your office phone and the Sametime Computer Phone listed by default. The preferred number can be manually set by selecting from the list or automatically set via rules you create (in preferences – see slide 8). Preferred Number display List of personal Preferred Numbers

Good to know:

The phone that is displayed is the device/number that will be used for your incoming and outgoing SUT calls.

The list of numbers available from the menu is a personally defined and managed set, unique to you (set in preferences – see slide 7).

You will automatically have your office phone and the Sametime Computer Phone listed by default.

The preferred number can be manually set by selecting from the list or automatically set via rules you create (in preferences – see slide 8).

Preferred number settings Good to know: Order of your preferred numbers doesn’t matter – its simply a list of your devices and numbers that will be surfaced in the following situations: Incoming call options Transferring an active call to another device/number Manually setting your preferred number in the contact list Constructing rules for routing calls (you cannot remove a device that is active in a rule) Don’t worry about format. Just make sure it’s a callable number. Ring No Answer (seconds before incoming calls to this number times out) is made available for you to fine-tune idiosyncrasies inherent within telecommunication providers on the amount of time a device rings until it goes to voice mail.

Good to know:

Order of your preferred numbers doesn’t matter – its simply a list of your devices and numbers that will be surfaced in the following situations:

Incoming call options

Transferring an active call to another device/number

Manually setting your preferred number in the contact list

Constructing rules for routing calls (you cannot remove a device that is active in a rule)

Don’t worry about format. Just make sure it’s a callable number.

Ring No Answer (seconds before incoming calls to this number times out) is made available for you to fine-tune idiosyncrasies inherent within telecommunication providers on the amount of time a device rings until it goes to voice mail.

Making a call Good to know: Different ways to make a call Right-click  Call Use an option in ‘Call Options’ in contact list From a chat Quickfind You call the person, we take care of the number: If you’re calling another SUT person, you’re calling their current preferred device If you’re calling someone else, SUT looks it up for you. You can call someone who is offline on your contact list. Enter a phone number in QuickFind Use any of the call options available in the tool row Right click and select ‘Call’ from context menu Start a chat and click the telephone icon from the tool row

Good to know:

Different ways to make a call

Right-click  Call

Use an option in ‘Call Options’ in contact list

From a chat

Quickfind

You call the person, we take care of the number:

If you’re calling another SUT person, you’re calling their current preferred device

If you’re calling someone else, SUT looks it up for you.

You can call someone who is offline on your contact list.

Calling a Number Good to know: Formatting: For international calling: Calling outside your country requires you to do the same kind of formatting techniques you employ without SUT. In addition to the traditional formatting of international calls, SUT supports e.164 format (see appendix). For intra- and inter-office calling: use the same dialing method (5 or 9 digit calling) as you do without SUT You can make and receive international or any other call, whether you are using one of your hard phones or your Sametime Computer Phone .

Good to know:

Formatting:

For international calling:

Calling outside your country requires you to do the same kind of formatting techniques you employ without SUT.

In addition to the traditional formatting of international calls, SUT supports e.164 format (see appendix).

For intra- and inter-office calling: use the same dialing method (5 or 9 digit calling) as you do without SUT

You can make and receive international or any other call, whether you are using one of your hard phones or your Sametime Computer Phone .

Calling a Number Good to know: Quickfind will show results from numbers you’ve saved in your Phonebook and numbers you’ve called before.

Good to know:

Quickfind will show results from numbers you’ve saved in your Phonebook and numbers you’ve called before.

Telephony presence Good to know: Telephony status is independent of IM status. ‘ On the phone’ appears when you are on a call that has been routed through the SUT system. Example: You will appear ‘On the Phone’ when the call is manually or automatically routed to your mobile phone. You will not appear ‘On the Phone’ when receiving a call directly to your mobile phone ‘ On the Phone’ status

Good to know:

Telephony status is independent of IM status.

‘ On the phone’ appears when you are on a call that has been routed through the SUT system. Example:

You will appear ‘On the Phone’ when the call is manually or automatically routed to your mobile phone.

You will not appear ‘On the Phone’ when receiving a call directly to your mobile phone

Receiving a call Good to know: The incoming call notification adapts the options and information according to what device is being targeted for that call. You can turn off the incoming call notification (in preferences) – your phone will ring directly. Your phone rings simultaneously with the notification. Accept options include: Primarily: The targeted preferred number Secondarily: Your list of preferred numbers Decline options include: Primarily: Send to Voice Mail (default). Voice Mail refers to your office voice mail system. Secondarily: Chat instead (if caller is online) Caller is identified Target device is identified (along with audible ringing feedback) Accept options on the left (preferred number is the default target) Decline capabilities on the right Accept options on the left (preferred number is the default target)

Good to know:

The incoming call notification adapts the options and information according to what device is being targeted for that call.

You can turn off the incoming call notification (in preferences) – your phone will ring directly.

Your phone rings simultaneously with the notification.

Accept options include:

Primarily: The targeted preferred number

Secondarily: Your list of preferred numbers

Decline options include:

Primarily: Send to Voice Mail (default). Voice Mail refers to your office voice mail system.

Secondarily: Chat instead (if caller is online)

In a call Good to know: Call window looks and acts the same whether you’re using your hard phone or Sametime Computer Phone. Some features may vary according to phone being used.

Good to know:

Call window looks and acts the same whether you’re using your hard phone or Sametime Computer Phone. Some features may vary according to phone being used.

In a call Good to know: Call control features may vary according to: Preferred device you use for the call Number of people in the call An easy way to invite someone to a call that’s already been started: drag their name from the contact list to the call UI. Mute one or all participants Drop participant from call End call for everyone Adjust microphone volume for any participant Mute/Unmute Hold/Resume Disconnect Call transfer to another device Call forward to another person Call merge Invite others Moderator Call Controls Participant Call Controls

Good to know:

Call control features may vary according to:

Preferred device you use for the call

Number of people in the call

An easy way to invite someone to a call that’s already been started: drag their name from the contact list to the call UI.

Mute one or all participants

Drop participant from call

End call for everyone

Adjust microphone volume for any participant

Mute/Unmute

Hold/Resume

Disconnect

Call transfer to another device

Call forward to another person

Call merge

Invite others

Making rules Good to know: Rules work with calls made to your unified number. The order the rules are listed matters ! Rules are evaluated top to bottom. Person-based rules should be located near or at the top. Personal rules can be created using some or all of the following attributes: IM Status Location Time/day Caller You can assign a sequence of numbers for SUT to call (including your computer). Rules work even when you are offline. Time/day rules are specific to your timezone.

Good to know:

Rules work with calls made to your unified number.

The order the rules are listed matters ! Rules are evaluated top to bottom. Person-based rules should be located near or at the top.

Personal rules can be created using some or all of the following attributes:

IM Status

Location

Time/day

Caller

You can assign a sequence of numbers for SUT to call (including your computer).

Rules work even when you are offline.

Time/day rules are specific to your timezone.

Managing phone contacts Good to know: Numbers you save in the phonebook not only help you organize phone numbers, but also are used to help SUT to: ‘ look up’ anyone you click-to-call Show in the QuickFind results whenever you enter a name or number Kinds of numbers you can save to the phonebook: Personal contacts Conference bridge call-in number and passcode You can show (and hence click-to-call) a phone contact in your contact list.

Good to know:

Numbers you save in the phonebook not only help you organize phone numbers, but also are used to help SUT to:

‘ look up’ anyone you click-to-call

Show in the QuickFind results whenever you enter a name or number

Kinds of numbers you can save to the phonebook:

Personal contacts

Conference bridge call-in number and passcode

You can show (and hence click-to-call) a phone contact in your contact list.

Other tidbits Good to know: Call history: Lists calls received, placed, missed Saves calls made in last 2 weeks Used to populate quickfind results when making a call Video calls Video calls are 1-1 Select ‘Start Video Call’ from call options in the contact list.

Good to know:

Call history:

Lists calls received, placed, missed

Saves calls made in last 2 weeks

Used to populate quickfind results when making a call

Video calls

Video calls are 1-1

Select ‘Start Video Call’ from call options in the contact list.

Making an international call The term E.164 refers to an internationally recognized global format for public telecommunications. The format consists of a 1-3 digit country code followed by a national number of up to 15 digits. Calling a public network to other countries (international call) Calling a public number within my country (national call) Germany International access code plus country code plus national number National access code plus National number Any country France Ireland “ 00” plus country code plus national number “ 0” plus national number UK Canada “ +” plus country code plus national number “ 011” plus country code plus national number “ +” plus country code plus national number “ 1” plus 10 digit national number United States e.164 format Traditional e.164 format Traditional My home location