UC For Business - Executive Desktop

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The way an organization handles callers can make the difference
between business won and lost. NEC’s UC for Business (UCB)
Executive Desktop gives employees the tools they need to provide
faster, more personalized service to customers and business partners

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UC For Business - Executive Desktop

  1. 1. White Paper UC for Business - Executive Desktop NEC Australia nec.com.au
  2. 2. UC for Business - Executive Desktop White PaperTable of ContentsIntroduction............................................................................................................................................................ 5Overview................................................................................................................................................................. 5 Desktop Features................................................................................................................................................................................... 5 Desktop Benefits................................................................................................................................................................................... 5 Voice Messaging Features.................................................................................................................................................................... 6 Voice Messaging Benefits..................................................................................................................................................................... 6The Graphical User Interface (GUI)...................................................................................................................... 6 Features................................................................................................................................................................................................. 6 Benefits.................................................................................................................................................................................................. 7 Example.......................................................................................................................................................................................... 7Call History............................................................................................................................................................. 8 Features................................................................................................................................................................................................. 8 Benefits.................................................................................................................................................................................................. 8 Example.......................................................................................................................................................................................... 8Faxes and Voice Messages in Call History Screen.......................................................................................... 10 Benefits................................................................................................................................................................................................ 10 Example........................................................................................................................................................................................ 10Managing your Mailbox...................................................................................................................................... 11 Features............................................................................................................................................................................................... 11 Examples...................................................................................................................................................................................... 12Message Management for Other Users............................................................................................................ 13 Messages Features.............................................................................................................................................................................. 13 Example........................................................................................................................................................................................ 13 Viewing Messages............................................................................................................................................................................... 14 Example........................................................................................................................................................................................ 14 Managing the Mailbox......................................................................................................................................................................... 14 Example........................................................................................................................................................................................ 14 Managing Messages............................................................................................................................................................................ 15 Drag and Drop...................................................................................................................................................................................... 15 Faxes.................................................................................................................................................................................................... 16 Example........................................................................................................................................................................................ 16NEC Australia © 2010 2
  3. 3. UC for Business - Executive Desktop White PaperPresence.............................................................................................................................................................. 16 Features...............................................................................................................................................................................................16 Benefits................................................................................................................................................................................................16 Presence Buttons................................................................................................................................................................................17 Examples......................................................................................................................................................................................17 Presence Status Indicators.................................................................................................................................................................18 Quick Search from the Contact Field..................................................................................................................................................18 Example........................................................................................................................................................................................18 Managing Calls with Presence Buttons..............................................................................................................................................19 Example........................................................................................................................................................................................19 User Availability Information...............................................................................................................................................................19 Presence Information..........................................................................................................................................................................19 Example........................................................................................................................................................................................19 Presence Notification..........................................................................................................................................................................20 Example........................................................................................................................................................................................20 Expected Time of Return.....................................................................................................................................................................21 Phonebook Slider................................................................................................................................................................................22 Example........................................................................................................................................................................................22 Presence Notes....................................................................................................................................................................................22 Example........................................................................................................................................................................................22 Instant Messaging Integration............................................................................................................................................................22 Visibility of IM Status...................................................................................................................................................................22 UCB/IM Presence Integration......................................................................................................................................................23 Initiation of Outbound Calling/Chat.............................................................................................................................................23Outlook® or Lotus Notes® Calendar Integration............................................................................................... 23 Features...............................................................................................................................................................................................23 Benefits................................................................................................................................................................................................23 Examples......................................................................................................................................................................................24Call Screening...................................................................................................................................................... 27 Features...............................................................................................................................................................................................27NEC Australia © 2010 3
  4. 4. UC for Business - Executive Desktop White PaperMobility................................................................................................................................................................. 27 Features...............................................................................................................................................................................................27 Benefits................................................................................................................................................................................................27 Example........................................................................................................................................................................................28Phonebook........................................................................................................................................................... 29 Features...............................................................................................................................................................................................29 Example........................................................................................................................................................................................29Customizing Desktop.......................................................................................................................................... 30 Features...............................................................................................................................................................................................30 Benefits................................................................................................................................................................................................30 Example........................................................................................................................................................................................10Online Help........................................................................................................................................................... 31Desk-to-Desk Chat.............................................................................................................................................. 32 Features...............................................................................................................................................................................................32 Benefits................................................................................................................................................................................................32 Example........................................................................................................................................................................................33NEC Australia © 2010 4
  5. 5. UC for Business - Executive Desktop White PaperIntroduction OverviewThe way an organization handles callers can make the difference Desktop Featuresbetween business won and lost. NEC’s UC for Business (UCB)Executive Desktop gives employees the tools they need to provide Desktop provides advanced telephone functionality:faster, more personalized service to customers and business partners. • Telephony Control – Answer, Hold and Park calls from your PC screen using the mouse, keyboard or both.NEC’s UC for Business Executive Desktop offers advanced callhandling options to help manage internal and external calls with ease • Phonebook – Three online directories (Global, Personal and Outlook® Contacts) gives users access tofrom the PC. You can see the availability of colleagues or be alerted as thousands of contacts, the intelligent search functionsoon as they return. You can synchronize your regular contacts with lets users search for phone numbers using first lettersMicrosoft® Outlook Contacts and store notes about special callers to be of names or initials.screen popped with the caller’s name and number each time they call. • Presence – Set up quick access to the Phonebook entries by creating Presence one-touch buttons thatThis ability to manage voice messages and faxes from your PC gives only require one click to make or transfer a call. •you at a glance identification of senders and allows you to prioritize Extension status – View the status of other extensions inyour messages. the organization – who is on the phone, out of the office, in a meeting, etc., and when they are expected back.UCB Executive Desktop provides simple and intuitive GUIadministration of the user’s Voice Messaging mailbox, as well as easy • Call log register – View inbound, outbound and missed call details for your extension; access call history andaccess to all mailbox functions. voice messages left by internal or external callers.Voice Messaging is part of the core functionality of UCB. Each licensedUCB user is entitled to a UCB mailbox, providing basic features such • Screen pops on incoming calls – Calling Line Identification (CLI) provides the caller’s number, which when matched with an entry in the Phonebook, canas recording greetings and sending/receiving voice messages via the display the contact’s name, company name and anyphone. special notes associated with the entry.By combining Voice Messaging with Executive Desktop you give users • Call Screening1 – Sometimes you’re at your desk but too busy to take calls – except there is one personthe ability to easily manage the significant advantage provided by UCB with whom you need to speak. Desktop automaticallyVoice Messaging. Users can customize mailbox greetings based on screens your calls and lets that one important callercurrent and expected availability and personalize greetings for special through.callers. • Mobility3 – You can be available all the time. Callers can ring your desk phone number and know they’ll getCustomized greetings with Estimated Time of Return (ETR) significantly you. They don’t have to hang up and redial, press aimprove customer service levels and staff productivity throughout button or ask to be transferred. Desktop just handles it.the organization. Receiving a generic mailbox greeting can be anirritating experience for many callers, particularly when the call is Desktop Benefitsurgent. UCB’s Voice Messaging can offer a personalized response to Desktop functionality provides users with multiple benefits: •callers. When you can’t answer a phone call, you can leave callers an Ease of use – The graphical Microsoft® Windows basedinformative presence greeting, or automatically or optionally route the interface of Desktop makes it much easier for users tocall elsewhere. configure and activate the advanced voice messaging options of the system; therefore, it is more likely theseIn addition, you can access features such as conversation recording, features will be used and used properly.customized caller options and call screening. You can set up to 98different Presence Profiles, use Presence Profile scheduling, view the • More accurate information – Features like Presence Profiles, ETR and integration with Outlook® or IBMstatus of your mailbox, optionally integrate with Microsoft® Fax Console Lotus Notes® Calendar ensure callers get the benefit of accurate, up-to-date information that reflects the calledand Microsoft® Outlook and administer all aspects of your voice party’s current availability.mailbox from your PC.1 Requires UCB Fax Messaging2 Requires UCB Unified Messaging 3 This option is PBX platform specificNEC Australia © 2010 5
  6. 6. UC for Business - Executive Desktop White Paper • Priority call handling – Your most important callers can be treated differently from other callers by offering them • Customize messages for priority callers – Set up special greetings for important clients (identified by their CLI) personalized greetings and customized options such, and define how messages from nominated people or as the ability to transfer from your presence greeting to companies will be handled. your mobile or home telephone number. • Set up recorded greetings – Pre-record greetings to • Better caller care – See when new voice messages have arrived, which calls have been missed (even if handle a wide range of everyday situations such as ‘in a meeting,’ ‘out of the office,’ or ‘on vacation.’ Up to 98 a message was not left) and what Presence Profile is different Presence Profiles are accessible from Desktop. currently active. This makes it faster and easier to look after your callers. • Schedule recorded greetings – Automate greetings and time of return messages to play according to your • Users are better informed – View who called, how often and when. You can prioritize and return calls, even if standard business day, e.g., ‘in the office’ message until 12 noon, ‘out of office’ until 1 p.m. for lunch, ‘in the the caller doesn’t leave a message. office’ until 6 p.m. Voice Messaging Features • Tell callers when you’ll return – Configure ETR each time you change your Profile, telling all callers when you expect to be back.At its most basic, Voice Messaging can be set up and managed via thetelephone. • Voice Messaging Administration – Administer every aspect of your voice mailbox from your PC, including the recording of voice messaging prompts. •Standard voice messaging functionality includes: Integration with Outlook® or Lotus Notes® Calendar • Presence Profiles – Pre-record up to 10 different greetings to handle standard scenarios such as ‘out of – Voice Messaging greetings can be configured to automatically change the user’s Presence Profile per office,’ ‘in a meeting,’ ‘in the office,’ etc. scheduled events in your Calendar. • Voice Messaging Management – Password protected access to voice messages from any extension in the • View voice mailbox status – Desktop users can always see which Presence Profile is selected, their current call organization or from an offsite location. Play, rewind, forward status, whether they have any messages they save, delete or forward the voice messages as required. need to attend to and if any have been marked urgent. You can even recover voice messages inadvertently deleted from the system. • Record important conversations – Easily record your conversations. These recordings appear as voice • Personal and global distribution – Communicate more efficiently. Use global lists for access to messages in your mailbox. system-wide and departmental groups configured by the Administrator; or Personal lists for users’ own customized groups. The Graphical User Interface (GUI) • Personal Setup Options – Administer greetings, forwarding options and set up your individual Features requirements. The Desktop graphical user interface offers all standard telephony Voice Messaging Benefits functions including Make, Answer, Transfer, Hang Up, Park, Hold and Call Forward. These can be performed using graphically representedBy integrating Voice Messaging with Desktop, voice messaging users phone controls.can take advantage of the following functionality: • Control how calls are routed – Control call diversions and easily select Presence Profiles to activate call • Users are able to divert a ringing call and place it in their voice mailbox, another user’s voice mailbox or send to forwards, e.g., set ‘out of office’ profile to automatically another extension. transfer all calls to mobile, pager or another telephone number. • Users can retrieve calls from Voice Messaging, while the caller is leaving a message, and return them to their • Customize options offered to callers – Offer callers telephone to handle immediately. one-touch dialing options from your presence greeting, e.g., “press 1 for assistance, 2 for my mobile or 3 for my • Users can initiate or schedule a conference call for up to 64 parties – either before a call begins or during a pager;” customized your options based on the caller’s conversation. For more information please see the CLI. Executive Conference white paper. • Users can view and handle more than one call at a time using multi-line capability.NEC Australia © 2010 6
  7. 7. UC for Business - Executive Desktop White Paper • DTMF signals can be sent out while a phone call is in progress to systems such as automated attendants and • Screen pops reduce talk time. Users no longer have to ask for the caller’s details or take down names Interactive Voice Response (IVR) systems. and phone numbers during each call. The result is • Users can send a text message to a proprietary digital increased productivity. telephone4. • While on the phone, a user can see when a caller is • Call control is performed using the mouse, keyboard or both. leaving a message in their voice mailbox, including who the caller is, if the CLI is recognized. This allows the user to quickly finish the current call and answer the • A user can enter a name or part of a telephone number into the Contact field and have the internal Phonebook missed call before the caller hangs up. database search for the details and populate the Example Contact field with the contact’s full name and default phone number. • When a call is being made or is arriving at a user’s extension, information pertaining to the call is displayed on the Desktop screen. • If the CLI is recognized by the internal Phonebook, the caller’s name, company name and any special notes will be displayed. Benefits • The graphical user interface improves the speed and accuracy of call handling and reduces human error. • Information is presented as the call begins to ring on the phone, giving the user the opportunity to recognize the caller, read any special details about them and personalize their greeting, as appropriate. Figure 1. Active Calls View4 This feature is PBX dependentNEC Australia © 2010 7
  8. 8. UC for Business - Executive Desktop White PaperCall History Benefits Typically, Desktop users leave the Call History page open most of theThe Call History pane shows all calls (including recognized caller time, so when they get back to their desk they can see who called:names), presented to or made from your phone. This includes incomingcalls you didn’t answer and calls that took place when Desktop was • important call, at a glancecaller has notmissedvoice Users can see even if the if they have left a anclosed. Users can immediately see if they have missed an important message.call – even if the caller did not leave a message. • by double clicking callthenumber in their missed call list Users can quickly on a call record. • whenability touserswhoeasilyleft a voicewhich messages toAll missed calls presented to the phone are displayed in the Call History The see has message andwindow, along with icons which provide “at a glance” information about allows to prioritizethe call, e.g., a missed call waiting for you to return it. listen to first. Features • purposes. information can be used for billing Call duration • includinglast 50 calls arethe user is afor every medium, A user’s displayed, • directly caller information from thesimpleHistory screen Adding to the Phonebook is very Call and intuitive. queue calls, if contact center Users are more likely to update the Phonebook when agent. they need to, allowing the caller to be automatically • andmake by mediumCall Historyvoice message, phone To reviewing easy, users can filter recognized the next time they call. sort (e.g., fax, call), by state (e.g., missed, unread) or by date (today, • (e.g. fax) makecalls thattodisplay calland prioritizecall types Icons next to it easy manage status and calls. yesterday). They can also sort by caller or address/ phone number. • Users can see who has left a voice message and when. Example • record. information is displayed against each call Call duration The sample screen below from Desktop demonstrates: • call. can see exactly what time they made a certain Users • recognized and stored in the Phonebook. number is The caller’s name is displayed, if the phone • mobilecan view where a caller has called from, e.g., a Users • with green/pink in/out arrows. represented by icons Inbound and outbound calls are device. • caller,Phonebook has not recognized the CLI of the to If the • sort-able states. messages and faxes are separate Read and Unread the user can quickly and easily add the number the Phonebook from the Call History screen. • Answered calls are faxes,states thatReturnedsorted or Internal calls, Sent Missed, and • missed call, missed call the statusbeena subsequently Icons are used to show that has of recent call, e.g., also can be filtered for display – e.g., you can list all your Missed Calls. returned, unread voice message, fax, etc. All media types (email, fax, messages, chat and phone calls) can beUsers can manage the calls appearing in Call History by deleting any filtered and sorted.they no longer want recorded. The number of calls displayed is set inuser Preferences. Once the limit is reached, the oldest calls start todrop off.NEC Australia © 2010 8
  9. 9. UC for Business - Executive Desktop White PaperUsers can right-click any fax or voice message on the Call Historyscreen to play the message via their phone; to use the sound card ontheir PC; or to view the fax. Unique icons associated with each callrecord indicate the message status such as new, listened to/read,urgent, private or saved.Below are some specific examples: Figure 2. Recent Calls ScreenNEC Australia © 2010 9
  10. 10. UC for Business - Executive Desktop White PaperFaxes and Voice Messages in ExampleCall History Screen BenefitsPlaying voice messages from the Call History screen has severaladvantages: • It is intuitive and easy for the user. • Users can immediately view details associated with a voice message and prioritize messages accordingly. • Phone calls and voice messages are centralized, making it more efficient for users to access and manage these communications. Figure 3. Play a Voice Message from DesktopNEC Australia © 2010 10
  11. 11. UC for Business - Executive Desktop White PaperManaging your Mailbox • One-Touch Options – These dictate what choices are offered to callers who reach a user’s voice mailbox, e.g., as an alternative to asking callers to just leave a message, they can be prompted to press 1 for your cellDesktop allows users to easily manipulate the features and settings phone or 2 for your assistant. One-touch options canassociated with their Voice Messaging. Some of the advanced features be set system-wide by the Administrator, but individual users can customize them as required. The user canof Voice Messaging cannot be configured using the telephone, but can also change the default action, i.e., what happens to thebe set up using Desktop or by the Administrator. caller if they do not select any options at all. Instead of recording the caller’s message, the default option mayDesktop makes it simple for users to customize their Voice mailbox be to transfer the caller to another telephone number.to best meet their needs and the needs of their callers. Whenconfiguration is easy, users are more likely to use advanced features ofthe system. This ensures callers receive better service and have a morepositive perception of the company with which they are dealing. Features • Creating and Editing Presence Profiles – Presence Profiles are customized voice message greetings that can be pre-recorded to handle a wide variety of situations such as ‘in the office,’ ‘in a meeting,’ ‘on vacation,’ or ‘out of the office.’ The active Profile determines which presence greeting is played to callers and the options available to them. Using Desktop, a mailbox user can establish up to 99 Presence Profiles. Voice Messaging users who do not have Desktop can set up 10 Presence Profiles. • Mailbox Schedules – Users can schedule their Profiles to automatically play the most appropriate greeting based on the time of day and day of week. An ‘on vacation’ greeting can even be pre-recorded and scheduled in advance. • Caller Profiles – Desktop users can record a personalized greeting for a specific caller based on their Figure 4. Set up a one-touch menu for special CLI. The user can offer unique one-touch options to a circumstances or to give special callers better particular caller but not offer these to any other caller, options in your absence e.g., a user could be available to a particular caller but unavailable to others. • Record and Edit Voice Messaging Greetings – Any presence greeting can be recorded using either the sound card on the user’s PC or the telephone. Once recorded, the Edit menu can be used to remove background noise or alter the voice recording. Also, Windows® .wav format or Dialogic .vox format files can be imported using the recording interface.NEC Australia © 2010 11
  12. 12. UC for Business - Executive Desktop White Paper • Distribution Lists – Voice Messaging users can configure • Redirect a fax5 call to your personal mailbox. a group of people to whom to send messages, reducing the time spent sending correspondence to a group of • Configure personalized one-touch options for your callers, customized according to both your current colleagues. Groups are created in seconds using the activity and the recognized caller. Phonebook contact listing. • View your currently active Presence Profile. • Urgent messages are identified by a flaming and flashing icon. Users are notified immediately and can • Change to a different Profile by selecting one from the drop-down list. There is no need to use your phone to respond immediately. follow the appropriate menu prompts Examples • Pre-schedule, activate and deactivate your standard Presence greetings. • Configure voice mailbox settings to meet your specific requirements. • Instant notification of new voice messages. The icon flashes to alert you that there are unread voice messages in your mailboxes. • See when a caller has reached your voice mailbox and is either in the process of listening to your greeting or leaving a message – and pull the caller back to your phone to talk to them. • See how many messages you have and if any are marked urgent. • Call voice messaging and listen to new messages. Figure 5. Voice Messaging Toolbar Figure 6. Presence Profile Scheduling from the Desktop Status Bar5 Requires Fax Messaging license 6 Requires Fax Messaging licenseNEC Australia © 2010 12
  13. 13. UC for Business - Executive Desktop White PaperMessage Management for • Users can print faxes to a local printer or distribute them to other mailboxes.Other Users • The Messages pane provides a list of all user mailboxes, allowing simple drag and drop from the currently viewed Messages Features mailbox (e.g., the company after-hours mailbox) directly to the appropriate destination mailbox.The Messages pane allows an Executive Desktop user to centrallydistribute faxes and voice messages for other users and to administer • Users can send faxes directly from their own PC and view transmission status and details from within thetheir mailboxes (subject to security allowances): Messages pane. • Users can manage company mailbox messages and their own personal mailbox messages all within their Example own Desktop application. • Administrators can allow users to view and manage selected user mailboxes on a temporary or permanent basis. Messages for absent, departed or just busy personnel can still be handled professionally. • The drop selection provides a view of any additional company or personal mailboxes a user is permitted to access. • All messages associated with a selected mailbox can be viewed and managed. These messages can be voice and/or fax messages, i.e., users may be permitted access to one or both for another user. Figure 7. Messages ViewNEC Australia © 2010 13
  14. 14. UC for Business - Executive Desktop White Paper Viewing Messages Managing the MailboxThe user can view and manage messages for their own personal The user can manage the currently selected mailbox based on Securitymailbox as well as messages for other selected users or company permissions.mailboxes. To select the mailbox they wish to view, the user drops They can perform functions such as configuring Presence Profiles,down the list of available mailboxes; availability is dependent on changing the mailbox schedule and updating any other mailboxsecurity permissions pre-configured by the Administrator. settings. Example ExampleThe types of mailboxes are distinguished as below: Figure 9. Mailbox administration Figure 8. Types of Message and MailboxNEC Australia © 2010 14
  15. 15. UC for Business - Executive Desktop White Paper Managing MessagesThe user can right-click on a message within the currently viewedmailbox and manage the message as desired. Figure 10. Managing Messages and FaxesUsers can also receive, send and distribute faxes from this pane.Drag and DropTo forward a message, the user simply drags the message from thecompany mailbox and drops it onto any user mailbox listed in themailbox pane.To perform the drag and drop function, left-click the message, drag themessage to mailbox and release. Example NEC System Figure 11. Drag and DropNEC Australia © 2010 15
  16. 16. UC for Business - Executive Desktop White Paper Faxes FeaturesUsers can send and receive faxes, as well as view and distribute faxes The following features are available using Presence buttons:for other mailbox owners. This allows users to centrally manageenterprise fax communications without leaving their desk or requiring • Transfer an active call to the extension.extra equipment. • Park an active call on the extension. • Park an active call on the extension and automatically page the extension user. Example • Record the current conversation into the extension user’s mailbox. • Send a text message to a digital LCD telephone (PBX specific). • Transfer the active call to the voice mailbox associated with the button. • Call the extension by simply clicking on the button. • Change the person’s Presence profile. • Change the person’s ETR message. • Forward the person’s phone to another extension or external number, cancel a forward and view the current Figure 12. Faxes in Messages Pane forwarding destination (PBX specific). • Tooltips shows information about the person’s Voice Messaging and/or user status.Presence • Display a full list of telephone numbers for that contact and select the number to dial.Presence buttons represent internal extensions and external phone Benefitsnumbers, providing easy one-touch access to commonly dialednumbers. They also show status information. You can use Presence to The functionality provided by Presence buttons is invaluable to allmake or transfer a call; see the current status of the contact; or transfer Desktop users:a call to the voice mailbox of the contact. These and other functionscan be performed just by clicking one button. • Presence buttons and pages are easy to create and administer.Presence buttons can be created in a matter of seconds to suit the • One-touch operation to call an extension or transfer a call to an extension.needs of the organization.Presence buttons are grouped together as either “Global” or “Personal” • Users can instantly view phone and voice messaging status information of internal contacts.pages7 . Personal pages are only available to the page owner. Globalpages can be viewed by everyone and provide a single source • Status information can be used to quickly advise callers on the availability of the person with whom they wish tofor frequently dialed phone numbers. Because Global pages are speak.maintained centrally, once updated the information is available toeveryone instantly. The ability to edit Global Pages is governed by • Gives operators and users the ability to change Presence Profiles and ETR messages, if a user has not selected the appropriate greeting or time of return.security. You can set up your own Personal Pages and each page caninclude up to 300 buttons. • Operators and users can view and change the forwarding destination of internal phones (depending on security permissions).7 Up to 300 Presence buttons per page with 128 Presence pages supportedNEC Australia © 2010 16
  17. 17. UC for Business - Executive Desktop White Paper Presence Buttons ExamplePresence buttons are used to monitor the status of internal extensions,providing a wealth of information to the Desktop user: • Extension Phone status – Idle/Ringing, Off-hook, Inbound and Outbound call. • Extension Presence Profile status – In the Office, Out of the Office, On Vacation, In a Meeting. • Extensions Mailbox status – No messages, New messages, Urgent messages.Armed with this comprehensive information, users can quickly informcallers on the availability of the person with whom they wish to speak. Figure 7. Messages View Figure 13. Presence ButtonsNEC Australia © 2010 17
  18. 18. UC for Business - Executive Desktop White Paper Presence Status IndicatorsAt a glance, you can determine the following details from the abovescreen: Figure 14. Presence Tooltip Quick Search from the Contact Field Users can make a quick search by entering a name into the Contact field. Desktop will attempt to match the name to a Phonebook contact and, if a match is found, populate the Contact field with the contact’s default telephone number. ExampleMore detailed extension status information is available by mousing overa contact’s Presence button. This tooltip information, as shown below,can include this user information: • Extension ‘forward’ setting (e.g., Forwarded to Mailbox) • Current Presence Profile (e.g., In Meeting) • The number and type of new messages (e.g., Urgent, New, Fax) • The user’s ETR status for unavailable Presence Profiles • Name of the Calendar appointment (this can be suppressed). Figure 15. Quick SearchNEC Australia © 2010 18
  19. 19. UC for Business - Executive Desktop White Paper Managing Calls with Presence Buttons User Availability InformationWith Presence buttons a user can also execute the following operations “Presence” is detected from mouse, keyboard or phone activity foron the associated extension: other users. Presence detection is only available for users that have • Transfer the active call. Voice Messaging. • Park the active call on the extension. • View the availability or Presence of other Desktop users. • Send a text message to a digital proprietary LCD phone8. • View presence icon information – At My Desk, Away from My Desk. • Transfer the active call to the Voice mailbox associated with the button. • Tooltip information – Current Presence profile with presence information. • Call the person by simply clicking the button. • Presence Notification to notify you when other internal contacts become available. • Change the person’s Presence profile through the right mouse-click menu. • Outlook® Calendar information display on Presence button9. • Change the person’s ETR via the right mouse-click menu. • Toaster pop ups to remind you to change your profile when you get back to your desk. Example Presence Information After a pre-defined period, e.g., 10 minutes, if the user is absent or does not use equipment, the icon and tooltip automatically change. Presence is designed to be internal only, i.e., the forwarding and greeting do not change. Example Figure 16. Drop-down Access to All Available Numbers Figure 17. Presence Information8 This feature is PBX dependent 9 A Unified Messaging license is required for this featureNEC Australia © 2010 19
  20. 20. UC for Business - Executive Desktop White Paper Example Figure 18. Presence Information Presence NotificationUse Presence buttons to notify you when internal contacts, who are‘Away’ or ‘On the Phone,’ become available.Your notification requests are canceled when you close Desktop. Figure 19. Request Notification of Presence Richard Thomas Richard Thomas is back. Do you want to make a call? Figure 20. Return Notification Toaster PopNEC Australia © 2010 20
  21. 21. UC for Business - Executive Desktop White Paper Expected Time of ReturnThe ETR greeting is played to the caller either before or after the user’sPresence Profile greeting and tells callers what time they expectto return. By using the ETR feature, users can advise callers as towhen they expect to be back at their desk without having to create acustomized recording each time. This allows them to provide a higherlevel of service to their callers.Users can also view other people’s ETR by hovering their mouse overthe user’s Presence button. Figure 22. Other users can see your ETR by hovering over your Presence button Figure 21. Specify the time you plan to returnNEC Australia © 2010 21
  22. 22. UC for Business - Executive Desktop White Paper Phonebook Slider ExampleView and access detailed user presence information via the PhonebookSlider. This is a retractable pane to the right of the screen that displaysPhonebook and Presence information.Users can choose whether or not to view the Phonebook slider. ClickCtrl + S to enable/disable or enable from the View menu. Example Figure 24. Presence Notes in Executive Desktop Instant Messaging Integration Available in Desktop and Executive Outlook®, UCBIM integration enables: • Visibility of IM online status of external users inside UCB. • UCB/IM Presence integration. • Initiation of Outbound Calling/Chat. Visibility of IM status UCB’s IM integration extends Presence to provide visibility of your external contacts inside Desktop. Now you can see the IM status of external contacts in one application with your internal contacts.Figure 23. Phonebook Slider Presence Notes Figure 25. Skype Presence in DesktopYou can add a Presence Note to your Presence Status to provide yourcoworkers with additional information on your activities and availability.NEC Australia © 2010 22
  23. 23. UC for Business - Executive Desktop White Paper UCB/IM Presence Integration Outlook® or Lotus Notes®UCB’s IM integration extends your Rich Presence out to your external Calendar Integrationcontacts as well. Your desk activity (keyboard, mouse and phone),UCB schedule and Outlook®/Lotus® Calendar drive your IM status, Integration with the user’s Outlook® or Lotus Notes® Calendar allowsbroadcasting your Rich Presence for the outside world to see – not just Voice Messaging to automatically activate the specified Profile (such asinternal users. ‘in a meeting’) each time an event comes up in the user’s Calendar. The user is not required to manually activate a new Profile to keep callers informed of their availability10. ETR can be used in conjunction with this feature. Voice Messaging automatically plays the appropriate ETR greeting based on the meeting times set in Calendar. Features Features of UCB’s integration with Outlook® and Lotus Notes® Calendar include: • Users can specify a particular presence profile to be used for Calendar appointments. • This profile can be automatically activated at the start time of the appointment. Figure 26. Integrated IM Presence in Desktop • The presence profile can either be automatically changed back to the scheduled or previously selected profile at the end of the appointment; or the user can Initiation of Outbound Calling/Chat choose to manually change the profile when they return.Connect with your internal and external contacts using your single • The calendar appointment completion date and time will be used for ETR, if the user has enabled ETR in theirapplication’s Presence buttons; choose the IM communication that voice messaging settings. ETR is played to callers andsuits you: shown on the user’s Presence Button11. • Instant Message or Chat. Benefits • Skype to Skype voice call. • Skype to landline/mobile, etc. (“Skype out”) The benefits of integrating Voice Messaging with Outlook® or Lotus Notes® Calendar include: • Users no longer have to remember to change their Profile each time they have an appointment. • Saves users time customizing and changing their greetings. • Keeps callers informed of the user’s availability. • Works in conjunction with ETR to provide a higher level of service to callers. Figure 27. Initiate an IM Call from DesktopThe relevant IM application pops to the front and you can conduct your 10 This feature requires a Unified Messaging licenseconversation. 11 Microsoft® Outlook onlyNEC Australia © 2010 23
  24. 24. UC for Business - Executive Desktop White Paper Examples Outlook® Calendar Appointment display: Figure 28. Back at Desk Toaster Pop Figure 29. Schedule an Outlook AppointmentNEC Australia © 2010 24
  25. 25. UC for Business - Executive Desktop White Paper Figure 30. Integration with Outlook® Calendar Figure 31. Schedule an Outlook Appointment Figure 32. Calendar Event Displayed (left) and Private Appointment (right)NEC Australia © 2010 25
  26. 26. UC for Business - Executive Desktop White Paper Figure 33. Calendar Appointments with UM for Lotus Notes®NEC Australia © 2010 26
  27. 27. UC for Business - Executive Desktop White PaperCall Screening12 • Redirect selected callers to your mobile phone while others go to your voice messaging. • If you are talking on your mobile phone when you return to your desk, you can continue the call using your deskIf you are busy at your desk and don’t want to be disturbed, there could phone, without having to hang up and re-establish thebe one important call for which you are waiting that prevents you from call.simply changing your Presence Profile to unavailable. • If you are on a call on your desk phone and you need to leave the office or go elsewhere in the building, you can Features transfer the caller to your mobile by clicking on the ‘Go Mobile’ button on your Desktop.Call Screening allows you to be unavailable to everyone except that • Calls diverted to your mobile phone will pop a screen in your Desktop application, allowing you to retrieve thecaller: call on your desk phone with the click of a button. • Configure any Presence Profile(s) for call screening, so that when you are at your desk and don’t want to be • When you can’t answer your desk phone or mobile, all your calls can be directed to one mailbox that can be disturbed, call screening takes effect. integrated with your Outlook® or Lotus Notes® Calendar • Configure specific Caller Profiles for any contacts in your global or personal phonebook whom you want to appointments. Callers are automatically greeted with up-to-date information and your expected time of treat specifically. return. • Certain recognized callers can be always presented, never presented or can be screened when a particular • Have an SMS or phone call alert you of new messages. Voice messages, faxes and emails can all appear in your Presence Profile is active. Outlook® or Lotus Notes® email application. When you are off-site, access your messages by phone, Outlook® • Callers can be flagged to never to be presented to your phone. They will always need to leave a message, even Web Access or Lotus® iNotes. when you are present or have call screening turned on. Benefits • Call screening for recognized callers is invisible to the caller. The call is held in Voice Messaging, while the caller hears your normal greeting, but is presented UCB’s Intelligent Mobility takes the work out of keeping in touch: to the Desktop and screen popped. You have the opportunity to take the call, if you wish. • Guarantee availability to all or selected callers – any time, any place. • When call screening is turned on, unrecognized callers will be asked to announce their name. UCB then calls • You don’t have to record your mobile phone number you at your phone and tells you who is calling. You into your greeting or tell people to press a button to can choose to accept or deflect the call, by pressing a call you. You don’t even have to remember to forward button on your phone; if the call is rejected, the caller is your phone. UCB knows when you are at your desk and simply routed to your mailbox and played your current when to automatically divert to mobile. Just remember greeting. to carry your mobile with you. • Your callers don’t have to worry about where you might be; need to keep track of alternate numbers; or incur additional costs to reach you.Mobility13 • Intelligent Mobility is easy for you and for your callers.UCB’s Intelligent Mobility means callers can use one number, your deskphone number, for all calls. They will reach you wherever you are andyou manage only one mailbox for all your voice messages. Features • When you leave your desk, the Presence function detects you are no longer there and calls can be automatically diverted to your mobile phone.12 Call Screening is available on OAI platforms only13 Intelligent Mobility is available on OAI platforms onlyNEC Australia © 2010 27
  28. 28. UC for Business - Executive Desktop White Paper Example NEC Figure 34. When you’re on a call and want to move away from your desk, just Go MobileNEC Australia © 2010 28
  29. 29. UC for Business - Executive Desktop White PaperPhonebook • Use the Special Notes field in the Phonebook to add comments about callers to help users make the best decisions about which call to answer first. For example,Phonebook is the name for UCB’s online contact database. Phonebook the notes field can be used for “Account overdue” notification, “VIP Customer” alerts and to identifyis divided into global and personal contacts. Typically, the global part customers with repetitive queries.of Phonebook consists of all staff members and any external contactsrelevant to the entire company. Entries are accessible by all users and Examplethe right to edit the Global phonebook is governed by security. Thepersonal Phonebook contains entries added by each individual user.The directories offer a fast and effective dialing mechanism for allDesktop users so they don’t have to manually dial numbers. There are8,000 global contacts (per system) and 500 personal contacts (i.e., peruser) available. Each contact can have multiple numbers associatedwith it, e.g., internal extension number, business number, fax number,mobile phone number and so on. Phonebook can also be seamlesslyintegrated to your Outlook® Contacts or any other complaint directories. FeaturesPhonebook provides Desktop users instant, online access to thecompany’s address book. • Each contact can have multiple numbers. Numbers can be entered for different types, e.g., internal extension number, office/business number, fax number, cell phone number, mobile pager number or home number. • The Phonebook is used to make and identify calls. Phonebook identifies incoming and outgoing calls by name and number. • View and access detailed user presence information via the Phonebook Slider. This is a retractable pane to the right of your screen that displays Phonebook and Presence information. • Where there are multiple numbers for one name entry, users are able to specify a Default Number. This is the number that is used for one-touch Presence button calls. Note that users can choose to drop down a full list of the available contact numbers from the Phonebook in both the Destination field and the Presence button. Figure 35. Phonebook Search • Having a Default Number means users will always know which number to try first when getting in touch with an external contact.NEC Australia © 2010 29
  30. 30. UC for Business - Executive Desktop White PaperCustomizing Desktop • A user can choose their personal recall timer for when they have parked a call or simply use the system default timer.Users can customize how Desktop behaves to best meet theirindividual requirements. • Users can choose to automatically answer a Desk-to- Desk chat call after a nominated time and send back a preconfigured message to the caller and control various other chat features. FeaturesSome of the preferences and settings available to Desktop users Benefitsinclude: The benefits of these options include: • The user can determine whether or not Desktop will pop to the front of the screen when a new call is made, • Users can configure Desktop in a manner that best suits received or both. their needs. • When an incoming call arrives, Desktop can be set to pop the Phone Calls screen, which provides details • Customer service is enhanced by having the caller’s details available to the user as the call is answered. such as ring time and connection time. When the CLI is matched in the Phonebook, the caller’s phone number • Outlook® Contacts users are not required to maintain two address books (one in Desktop and one in and their contact details are also displayed. Outlook®) to take advantage of screen pops. • When an incoming communication arrives, whether it be a phone call or via another medium such as Web Chat, Example Desktop can be set to pop the relevant media page. • Desktop can be configured to display the Contacts record from Outlook® based on the CLI information associated with a new call arriving at the Desktop extension. • The user can choose how they prefer to search in the Phonebook – either by first name then last name or the reverse order. Figure 36. Desktop PreferencesNEC Australia © 2010 30
  31. 31. UC for Business - Executive Desktop White PaperOnline Help Figure 37. Desktop Application Help Figure 36. Desktop What’s NewNEC Australia © 2010 31
  32. 32. UC for Business - Executive Desktop White PaperDesk-to-Desk Chat • A chat call can be transferred to another user by clicking the Transfer button which produces a list of available users to whom to transfer. The transferring user can also cancel the transfer if they choose.You can make a Desktop Chat call to exchange text information withsomeone inside your organization who is also set up to use Chat. This • Send a web page to the chat call recipient.is a useful way to exchange complicated information quickly in real • Send a series of web pages to the chat call recipient.time with a record available to save. A user’s security privileges controlwhether Chat is available to them. • Create a list of standard phrases that will appear in the Send Text menu. • Create a list of commonly used URLs that will appear in the Send URL menu. Features • Quickly exchange information with another user inside your organization. Benefits • Conduct multiple chat conversations at the same time. • Real-time information enables users to enhance • complex information easily. A user can conduct a chat conversation at the same time as a phone call within the same application. • The ability to conduct a chat conversation at the same • time as a phone call means a user can quickly ask for Easily swap between separate conversations by clicking assistance during a call. on the appropriate conversation tab. • When a chat user receives a new chat call, Desktop is • Users can access a saved chat transcript at any time. popped to the front of the open applications, if it has been configured to do so. • Standard phrases and URLs enable users to save frequently-used information to save time. • Desktop can play an audible notification when a new chat comment is received, if Desktop is not currently • The ability to send URLs to a chat recipient enables a user to demonstrate the navigation of a web site rather active on the screen. than try to explain it over the phone. • Print, copy or save a chat call transcript. • When a chat call is transferred to another chat user, all • previous transcript information follows with the call. View when the other party is typing information. This enables the new user to view the history of the chat • Copy and paste information into the chat call. conversation and handle the call more efficiently.NEC Australia © 2010 32
  33. 33. UC for Business - Executive Desktop White Paper Example Figure 39. Chat Screen Figure 40. Use Pre-Scripted Phrases, such as “Thank you for calling”Windows and Outlook are registered trademarks of MicrosoftCorporation in the United States and/or other countries.Lotus and Lotus Notes are registered trademarks of IBM Corporation.NEC Australia © 2010 33

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