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Welcome to Heads Up DisplayTM (HUD) Web! HUD Web gives you the unified
communications (UC) tools you need to conquer collaboration – all from the
Web browser you already use for many everyday tasks.
Along with our free Fonality Academy classes, this User Guide will help you make
the most of HUD. HUD is where you’ll manage your phone calls, voicemail, chat,
conference calls, screen sharing, video conferences, and even see who's at
their desk or on the phone (known as "presence"). All this makes it easy to
connect quickly and easily with the right people at the right time.
Stick with us, kid. You’ll be connecting more efficiently with other employees,
customers, and partners in no time.
HUD Web User Guide
2 HUD Web 1.4.4 User Guide
Getting Started ________________________________________________________________ 4
First things first! _______________________________________________________________ 4
Logging in ___________________________________________________________________ 4
Get the extension ____________________________________________________________ 4
Meet the Dashboard ___________________________________________________________ 5
Setting Status __________________________________________________________________ 7
Changing your location ______________________________________________________ 7
Calling ________________________________________________________________________ 8
Making calls _________________________________________________________________ 8
Answering (or Declining) calls _________________________________________________ 9
Call Menu ____________________________________________________________________ 10
Parking calls ________________________________________________________________ 10
Moving an active call _______________________________________________________ 11
Placing a call on hold _______________________________________________________ 11
Recording a call ____________________________________________________________ 11
Using Notifications ____________________________________________________________ 13
Notifications area ___________________________________________________________ 13
Favicon notification count ___________________________________________________ 13
Transferring Calls ______________________________________________________________ 14
Internal transfer _____________________________________________________________ 14
External transfer _____________________________________________________________ 16
HUD Softphone ___________________________________________________________ 17
Chat _________________________________________________________________________ 18
With a contact ______________________________________________________________ 17
Starting a group chat ________________________________________________________ 18
Creating a new group _______________________________________________________ 20
Search chats ________________________________________________________________ 20
File Sharing ___________________________________________________________________ 21
Table of Contents
3 HUD Web 1.4.4 User Guide
Chat drag and drop ________________________________________________________ 21
Chat attach ________________________________________________________________ 21
Avatar hover ________________________________________________________________ 21
Downloading shared files ____________________________________________________ 22
Conference Calling ___________________________________________________________ 23
Start a conference call ______________________________________________________ 23
Find your favorite spot _______________________________________________________ 23
Join from an active call ______________________________________________________ 23
Invite others to join __________________________________________________________ 24
Join a conference call ______________________________________________________ 24
Leave a conference call ____________________________________________________ 25
Kicking someone off _________________________________________________________ 25
Calls & Recordings ____________________________________________________________ 26
Checking voicemail _________________________________________________________ 26
Managing voicemail ________________________________________________________ 27
Call Center ___________________________________________________________________ 28
Managing queues __________________________________________________________ 28
Unanswered queue call transfer______________________________________________ 28
Search _______________________________________________________________________ 29
Dock _________________________________________________________________________ 30
Customizing your dock ______________________________________________________ 30
Settings (Me) _________________________________________________________________ 31
General ____________________________________________________________________ 31
Adjusting HUD Web softphone preferences ___________________________________ 31
Adding a personal photo/avatar ____________________ Error! Bookmark not defined.
Web Launcher ______________________________________________________________ 32
Customize Your System ________________________________________________________ 35
Optional features ___________________________________________________________ 34
Integrations _________________________________________________________________ 34
Additional Resources __________________________________________________________ 36
4 HUD Web 1.4.4 User Guide
First things first! Before we go any further, let’s make sure you’ve got the two things you’ll need
to log into HUD Web – your Server ID and login. If you don’t already have them:
1. Get your Server ID from your Administrator.
2. Email help@fonality.com to receive your login credentials.
Logging in 1. Open your favorite Web browser – or click the link – and go to
http://hudweb.fonality.com/. (HINT: Bookmark that URL!)
2. Enter your Username and Password in the fields shown below:
NOTE: Contact your Administrator if you have not received an email from Fonality with your
login credentials.
Get HUD Softphone When you log in the first time, you’ll be prompted to download and install HUD
Sofphone. This allows you to make and receive calls using your computer
(usually with a headset) and enables “screen pop” notifications when you’re
doing other things. Follow your browser’s instructions to download and install.
Getting Started
5 HUD Web 1.4.4 User Guide
Once you’re logged in, you’ll see that your HUD dashboard features three main
vertical sections.
On the left, you’ll find your Company Directory. This is where you’ll manage and
communicate with contacts, both internally and externally. Here are two of the
five views you can select.
All View
On the right, you’ll find the
Dock. This is where you
can bookmark Groups,
Contacts, Conference
Rooms, and Queues. You
can even manage
parked calls here.
Recent View
Meet the Dashboard
6 HUD Web 1.4.4 User Guide
In the middle, you’ll find the main menu with icons representing different built-in
communications tools across the top.
We’ll explore each of these components in this User Guide:
Me. Hey, this is you! This is home base for setting you6r status, viewing
recent calls, and adjusting Account Preferences.
VM & Recordings. Listen to your voicemails and any recorded calls.
Conferencing. Find an available line for conferencing, set up the
conference call and invite people to join.
Call Center. View your call queue – or everyone’s call queues – and how
many calls are waiting.
Search. Type or speak the name of any contact, team, queue, or
conference room.
Integration. The menu includes integrations we’ve provided, like Video
Collaboration (shown here), or ones your company has chosen for you.
* Included for everyone when you subscribe to Fonality Ultimate Edition; available for Fonality
Professional on a per-user basis.
More than just a pretty face
The avatar pop-up menu shows you
available options to connect instantly.
In addition to starting a call or chat,
customer favorites include:
Quickly send any file or document without using clunky email.
Add this Contact to your Dock for easy access any time.
Leave a voicemail when a Contact is Offline, Busy, or on the phone.
Start an instant Video Collaboration session*.
Barge, Monitor, or Whisper on other calls for quality assurance and training
with Advanced Call Center*.
HINT: Hover over the avatar for Groups, Queues, and Conference Rooms to
access their features in a similar fashion. You can Dock them, too!
Setting Status
7 HUD Web 1.4.4 User Guide
A typical Fonality system includes registered Office, Web softphone, and Carrier
(Mobile) phone locations. Select users may also have secondary Office or Home
locations. Changing the location in HUD Web tells the system where to send your
calls.
Changing your location With HUD Web, you can route calls to your cellphone, softphone, or alternate
extension by changing your location.
1. From your profile (aka Me),
click Location
2. Use the location dropdown
to select a different location
to route calls.
Most users will see the following options:
Carrier
This is your mobile number. For instructions on how to register your mobile
number the first time, see the Settings section.
HUD Web Softphone
The web phone allows you to place and receive calls using your
computer’s speakers, microphone, or a computer headset.
(HINT: If your web phone is not registered, you may not have the
web phone extension installed. Check your Notification area for the
download prompt. If that doesn’t work, contact your Admin or
Fonality Support.)
Office
If your Admin has ordered a desk phone for you, this will appear as
“Office” with your extension.
8 HUD Web 1.4.4 User Guide
Making Calls To make calling convenient, HUD gives you several options on your desk phone:
Hover over any Contact Avatar
photo, and then click Call.
Type or paste the number in one of
two Phone number boxes located:
1. Bottom left below your
Directory on any screen
2. Top middle when on your main
“Me” dashboard
To find a contact, type a name in the
Search box from the All tab of your
Directory.
HINT: Your Location on the Me tab determines where the phone will connect your end of the
call, provided you’ve completed setup for the following:
Office will ring your desk phone
HUD Web Softphone will connect using your softphone with computer mic and speakers
Carrier works its way to your mobile
Other options like a second desk phone for your home office may also appear.
Calling
9 HUD Web 1.4.4 User Guide
Answering (or Declining) Calls Any incoming calls will appear as a notification in the bottom left corner of your
HUD dashboard. From there, you have three options:
1. Click Decline to immediately
end the call.
2. Click Accept to answer the call.
3. If you do nothing, the caller will
be sent to your voicemail.
NOTE: If you click Decline, the caller will not be
given an opportunity to leave a voicemail.
10 HUD Web 1.4.4 User Guide
Once you’re on a live call,
you’ll see the active call
menu.
In addition to seeing how
long you’ve been on the
call, you will also find a
number of helpful options.
To transfer a call using the active call menu, see Transferring Calls.
To move your active conversation to a conference room, see Conference
Calling.
Parking Calls Need a subject matter expert to answer a
question for you? “Park” the call! It’s similar
to putting someone on hold, except that
everyone in HUD can see and access the
call. You can pick that call back up,
transfer it to a SME, or someone else can take over with just
one click.
1. On the active call menu, click Park.
2. The parked call will appear on your Dock beneath
Parked Calls.
3. From here, anyone in HUD can take the
parked call by hovering over the avatar and
clicking Take.
Call Menu
11 HUD Web 1.4.4 User Guide
Moving an Active Call One benefit of using HUD is the ability to switch between various locations mid-
call. For more information about setting your location, visit Changing your
location.
1. On the active call menu, click Move.
2. Select one of your registered
locations (e.g. Home, Office, HUD
Web Softphone)
3. Your active call will be transferred to
your new location.
Placing a Call on Hold Need a moment? Place your call on hold with one click!
1. On the active call menu, click Hold.
You will know your call is on hold
because the Hold button will
change into a Talk button outlined
in orange.
2. To re-enter the call, click Talk.
Recording a Call Think you might want to refer back to this conversation? Start recording!
1. On the active call menu, click
REC●. You will know your call is
recording by the red outline on the
REC● button.
2. To stop recording, click the REC●
button again.
12 HUD Web 1.4.4 User Guide
3. You can view and listen to your
recording on the VM & Recordings
menu located on the main menu.
NOTE: You can similarly record from a conference
room. See Conference Calling for more info.
13 HUD Web 1.4.4 User Guide
Notifications Area In the bottom left-hand corner of your HUD
dashboard, you can view recent events —
such as missed calls, chat messages,
voicemail messages — and choose whether
or not to respond by calling back, jumping
into a chat, listening to a voicemail and
even reading voicemail transcriptions (if
subscribed).
In this same area, you can accept or reject
calls (see Calling).
Favicon Notification Count For each missed chat, call or voicemail, the Fonality favicon (the “bar F” taken
from the Fonality logo) on the user’s browser tab transforms into a counter that’s
easy to spot even while working in other tabs.
No notifications With notifications
Using Notifications
14 HUD Web 1.4.4 User Guide
Internal Transfer You can transfer calls to a colleague one of two ways. The first is as easy and as
drag and drop.
Drag and Drop Transfers
1. Click and hold on the Call Box in the Bottom Call area
2. Drag and drop it onto any Contact in your Directory or Dock.
3. Select the final destination:
Extension
Straight to Voicemail
Mobile
Done!
HINT: If the Contact you want isn’t showing in your Directory or your Dock
1. Click All in your Directory in the left panel (below the Fonality logo).
2. Start typing a name until the person you’re looking for appears.
3. Drop the call on ’em.
Transferring Calls
15 HUD Web 1.4.4 User Guide
Call Menu Handoff
You might not know how you’re going to handle a call when you first get it. Or
maybe you need to talk with the call for a while before transferring.
This might be a step or two more than the Drag and Drop Transfer, but the Call
Menu is a powerful place!
1. From the Call Menu in the
center panel, click
Transfer to bring up the
Transfer Menu
2. Start typing a phone
number, extension or
contact name in the To:
field and select a transfer
destination.
HINT: You can also drag a contact
from your directory or dock and
drop it into the To: field.
3. Click Cold Transfer, Warm
Transfer, or To Voicemail.
And you’re done!
NOTE: Selecting Cold Transfer will deliver the active call directly to the transfer destination. Warm
Transfer will first allow you to speak with the transfer destination contact (e.g. “Hello James, I
have Sally on the line for you”), then a second click will complete the transfer.
HINT: If not already in the Call Menu, and you want to be … click on an active call in the Call
Box in the lower left to get there.
16 HUD Web 1.4.4 User Guide
External Transfer
There are two easy ways to transfer a call to an external number.
Drag and Drop
This is very similar to the drag and drop
process for internal transfers.
1. Identify the external contact you wish
to transfer to under the External tab in
your left-panel Directory.
2. Drop the call on ‘em.
3. If the External Contact has both a
business and a mobile number ,
a popover will display.
4. Choose the preferred call destination.
You’re all done!
To transfer from the Call Menu, follow the same steps as you would to transfer to
an internal contact. See Call Menu Handoff.
17 HUD Web 1.4.4 User Guide
Your HUD Desktop Companion The HUD Softphone allows you to make and receive calls using
your computer (usually with a headset) and enables “screen pop”
notifications when you’re doing other things. Best of all, you can
use the Softphone even when you don’t have HUD open.
To place a call, type a phone number or extension into the
NUMBER/EXTENSION field and click the button. You can also
click the icon to dial numerically.
Manage Calls with Ease You can manage calls directly from the Softphone platform.
Options include:
Place active call on hold
Dial using a traditional dialpad
Adjust input and output audio levels
Mute your call
Transfer call to another phone number/extension
Move call to another device (e.g. your mobile phone)
When you place a call on hold, it will be queued at the bottom of
the Softphone. From there, you can “swap” out a call by clicking
the button so that the call becomes active and the active call
is placed on hold.
Application Menu In addition to the new Softphone, you’ll notice a new App Icon
on your Menu Bar or System Tray. Click this to access additional
Application Menu options. From here, you can:
Update your Presence and/or Location
All status changes are instantly updated in HUD Web
Launch HUD Web
Place a call
Check missed calls, voicemails, and chats
Access your Settings
HUD Softphone
18 HUD Web 1.4.4 User Guide
With a Contact Starting a chat with one of your colleagues is simple!
1. Locate the person using the Contacts Menu in the left-hand section of the
dashboard under Favorites, Recent or Groups.
2. If your contact isn’t under one of these categories, CLICK => All to search by
Name, Number or email address.
3. Click Contact Name to chat.
Starting a Group Chat With group chats, you can have a department-
wide brainstorming session without ever leaving
your desk! Invite as many or as few people as
you’d like.
Contacts Menu
1. Click Groups in the Contacts Menu
2. Scroll to locate the Group you want to chat
with.
3. Select any Group you are a member of and
start chatting!
Chat
19 HUD Web 1.4.4 User Guide
Docked Groups
1. Hover your mouse over the group
avatar to view the actions menu.
2. If you are a member of that Group
you can click Chat.
Conference Room You can also Chat with fellow
participants in a conference room.
1. Under Conferencing, hover your
mouse over the avatar of an active
conference room. Click Chat.
2. Or, while in a conference room, click
the Chat tab.
Creating a New Group Want to chat with a group that doesn’t exist
yet in HUD? No problem! You can build a
New Group in seconds!
1. When you have the Groups tab
selected, click New.
2. On the New Group menu, name and
describe your group.
3. Now you can hand-pick your new
team by searching for individuals in
the Members field.
4. Finalize by clicking Create Team.
20 HUD Web 1.4.4 User Guide
Search chats To search through a previous chat
conversation, navigate to the individual,
group, or conference room with which
the conversation took place and select
the Chat tab.
1. Enter a keyword or phrase into the
Search box.
2. Click the ▲ and ▼ buttons to browse
any instances of your keyword or
phrase in previous chat conversations.
HINT: If the chat session recently occurred, you can quickly find it by clicking Recent in the
Company Directory.
21 HUD Web 1.4.4 User Guide
File Sharing comes in several flavors.
You’ll find it practically everywhere!
Chat Drag and Drop You can drag a file right from your computer into an active chat conversation.
Chat Attach
1. In the chat window, click the Paperclip Icon.
2. Choose the source of the file you wish to
share (e.g. Dropbox, Google Drive, your
computer).
3. Select the file you wish to share.
Boom! It has been sent, and you’re all done.
HINT: If you’re not already, you will be asked to log into
your chosen File Sharing service.
Avatar Hover You can also share a file by hovering over an avatar image. Click File Share,
and then follow steps 3-4 above.
File Sharing
NOTE: To enable file sharing on IE 11 (Internet Explorer), follow these steps.
22 HUD Web 1.4.4 User Guide
Downloading shared
files A shared file appears as an icon in
your chat box.
1. Click the icon of the file you wish
to download.
2. A box will appear with a list of
shared items.
3. Select a file and confirm it is the
one you want by looking at the
preview on the left.
4. Click Download Current.
23 HUD Web 1.4.4 User Guide
Host an audio conference from wherever you are! Getting there is a choose-
your-own-adventure situation. Every story has a happy ending because you can
start or join the way you prefer.
Start a conference call 1. Start by selecting the Conferencing icon on the
main menu.
2. Click Find Free Room & Join.
Find your favorite spot 1. Find a specific room one of three ways:
Scroll through the list of rooms, looking for
your party.
Know the name or number of the room?
Enter it into the Search bar.
You can also choose to Sort By Room number.
2. Hover over the room Avatar and click join. Click on the room description to
see a full list of who’s there before you join.
Join from an active call 1. From the active call menu, click Conf
Room.
2. Select a conference room from the
Transfer menu
3. Click Join.
Conference Calling
24 HUD Web 1.4.4 User Guide
Invite others to join It’s time to fill up your conference call with top-notch attendees!
By name
1. Click Add Someone to invite
another person to join the
conference.
2. The invitee will receive a call
with the room Caller ID.
3. Once they click Accept, they’ll be
placed in the conference.
Drag and drop
Another easy way to add someone to
your conference room is to drag their
name from your Contact Menu or Dock to
the Conference Call Menu.
Join a conference call Someone already started without you? Jump right in without missing a beat!
1. Click the Conferencing icon on the main menu.
2. Find your audio conference room one of three ways shown under “Find your
favorite spot.”
3. Click on the Room and click Join.
25 HUD Web 1.4.4 User Guide
Leave a conference call To leave a call, all you have to do is click Leave on the Conference Call Menu.
HINT: If you’re suing a desk phone, you can also
simply hang up to leave a conference call. HUD
will detect that.
Kicking someone off We know you might be tempted to
overuse this one – but we’re confident you
can handle this kind of power!
1. To kick a participant off of the
conference call, hover over their
avatar and click Kick.
NOTE: They will be informed that they’ve been
“kicked.” You can’t write it off as a bad
connection.
26 HUD Web 1.4.4 User Guide
Click the VM & Recordings icon on the main menu to view your voicemails and
recorded calls.
Checking voicemail
You can access, listen to, download or delete your voicemail messages without
ever picking up a phone! Just follow these easy steps:
1. Select the Voicemails tab on
your VM & Recordings menu.
2. Select the voicemail you’d
like to listen to by clicking
anywhere inside the
message menu.
NOTE: If your Fonality system has
voicemail transcription, you will see
text transcriptions of all available voice
messages.
3. Here, you can listen to your
message by pressing the ► button
Voicemail & Recordings
Jeff OMalley
27 HUD Web 1.4.4 User Guide
Managing voicemail
There are several action items available for voicemails.
From the Actions dropdown, you can mark all messages as Read or
Unread or Delete all read voicemails.
From the Sort By dropdown, you can sort messages alphabetically, by
date received, or by whether they’re marked read or unread.
Below individual voicemail messages, you have the following options:
Call the caller back
Download the message
Mark message as unread
Delete message
28 HUD Web 1.4.4 User Guide
The Call Center menu is great way to organize multiple calls, reduce hold times
and maximize your customer interactions all at once!
Managing queues
1. Click the Call Center icon on the main
menu to view any queues you’re
authorized to view.
2. You can view My Queues or All Queues
by selecting the tab.
3. Click the My Status tab to log in and out
of particular queues.
NOTE: When you have the My Queues or All Queues tab selected, you can sort queues by seven
different options including Longest hold time and Calls waiting.
For customers who want even more call center solutions, advanced
functionality can be added to our Professional and Ultimate editions.
Unanswered queue call transfer When a queue call has gone unanswered too long, queue managers can
transfer directly to an available agent or other team member.
Drag and drop
1. Click the caller icon and
drag it to an available
agent.
2. You’re done! The agent’s
phone will ring and the
caller will be removed
from the queue.
Call Center
29 HUD Web 1.4.4 User Guide
Find anything in HUD with ease! If only you could use the Search function to find
your keys…
1. Click the Search icon on the main menu.
2. Enter a Contact Name, Team, Queue or Conference Room.
3. Click Search.
Search
30 HUD Web 1.4.4 User Guide
Customizing your dock
The Docking Area is your new best friend!
Customize this open space with the Contacts,
Groups, Conference Rooms and Queues you
use most often through simple drag-and-
drop. By default, My Queues and Parked
Calls will always appear in the Docking Area.
To add an item to your Docking Area, simply
drag and drop the icon onto the dock! It’s
that easy!
To remove an item from the Docking Area, hover over the icon and click
Undock.
Dock
31 HUD Web 1.4.4 User Guide
To open the Preferences Menu, click
the preferences icon in the top right
corner of HUD.
General Under the General tab, you can
customize your Interface Settings and
Dashboard, edit Softphone and Sound
preferences, and set up an Auto Away
for when you become inactive.
Adding a personal photo/avatar Add a picture or avatar to your profile to make yourself instantly recognizable!
1. Start on the Preferences
Menu and select the My
Account tab.
2. Under My Personal
Information, click Upload to
browse the images on your
computer.
3. Select the image you want
and click Open.
Would you look at that, you’ve got a new avatar!
Settings
32 HUD Web 1.4.4 User Guide
Web Launcher Our patented Web Launcher feature gives you the power to automatically
open a webpage when you answer and/or hang up a call. Just like that, HUD
integrates your calls with your CRM, accounting, web search, and more.
General settings
Outbound calls
Inbound calls
33 HUD Web 1.4.4 User Guide
Web Launcher variables you can use
%%caller_number%%
Number of the party on the other end of the call.
%%caller_number_raw%%
Same as %%caller_number%%, except stripped of all non-numerical characters
(such as "-" dash).
%%caller_name%%
Name of the party on the other end of the call -- when presented by HUD,
Outlook, your PBX (see Set Incoming Caller-ID Name), or your telco provider
%%my_extension%%
Your extension.
%%duration%%
The duration of your call in seconds, minutes and hours. For example, 2 minutes
34 seconds would be passed as 02:34. Useful for example if you manually start
the web-launcher by right-clicking on the call and selecting a
weblauncher action, or clicking the weblauncher button on the call alert.
%%type%%
Call type: either "inbound", "outbound" or "queue".
%%username%%
(may be disabled in newer builds for security reasons)
Your username for accounts that require authentication. Your Fonality HUD
username.
%%password%%
(may be disabled in newer builds for security reasons)
Your password for accounts that require authentication. Again, just your Fonality
user password.
34 HUD Web 1.4.4 User Guide
Optional Features The following options are included with our Ultimate bundles and available for
as an add-on with our Professional Edition. Click links to learn more.
Video Collaboration Eliminate separate video conferencing and online
meeting services with our integrated solution.
Voicemail Transcription Never listen to boring voicemail again! Have them
converted to text and get through them faster.
Advanced Call Center
Provides powerful advanced queues, training tools,
and reporting for improved business performance.
Integrations HUD Web works with other tools you use. Here are some popular examples and
where to find more information:
Intellinote Integrate flexible, virtual spaces for managing
projects, tasks, and the documents they need to
get it all done. Available as an add-on for eligible
customers on our 14.x platform.
Zipwhip Send and receive texts from a number people trust
– yours! Available as add-on for eligible customers
on our 14.x platform.
Salesforce Enhance your experience by linking your Fonality
system to your Salesforce CRM. Free for customers.
Click to Dial Click to Dial converts phone numbers into hyperlinks
that dial using your Fonality line when clicked. Free
for customers.
Talk to your Admin or one of our Fonality experts for more information.
Customize Your System
35 HUD Web 1.4.4 User Guide
Armed with this User Guide, you’re all set to get start using HUD Web. But there’s
so much more! Here are additional tools to help you get the most out of HUD:
Fonality Academy
Click here to explore and register for live online training
including FA101 New User Training and FA201
Advanced User Training. Training is also available for
Administrators and Partners!
Get Support
Visit fonality.com/support for how-to videos, downloads,
or start a chat with a member of our support team. For
24/7 phone support, call 866-FONALITY (866-366-2548).
Additional Resources
Recommended