UC For Business - Executive Desktop

UC for Business - Executive Desktop

NEC Australianec.com.au

White Paper

UC for Business - Executive Desktop White Paper

NEC Australia © 2010 2

Table of Contents

Introduction ...........................................................................................................................................................5

Overview ................................................................................................................................................................5

Desktop Features ..................................................................................................................................................................................5

Desktop Benefits ..................................................................................................................................................................................5

Voice Messaging Features ...................................................................................................................................................................6

Voice Messaging Benefits ....................................................................................................................................................................6

The Graphical User Interface (GUI) .....................................................................................................................6

Features ................................................................................................................................................................................................6

Benefits .................................................................................................................................................................................................7

Example .........................................................................................................................................................................................7

Call History ............................................................................................................................................................8

Features ................................................................................................................................................................................................8

Benefits .................................................................................................................................................................................................8

Example .........................................................................................................................................................................................8

Faxes and Voice Messages in Call History Screen ......................................................................................... 10

Benefits ...............................................................................................................................................................................................10

Example .......................................................................................................................................................................................10

Managing your Mailbox ..................................................................................................................................... 11

Features ..............................................................................................................................................................................................11

Examples .....................................................................................................................................................................................12

Message 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 .......................................................................................................................................................................................16



Presence ............................................................................................................................................................. 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 ............................................................................................................................................23

Outlook® or Lotus Notes® Calendar Integration .............................................................................................. 23

Features ..............................................................................................................................................................................................23

Benefits ...............................................................................................................................................................................................23

Examples .....................................................................................................................................................................................24

Call Screening ..................................................................................................................................................... 27

Features ..............................................................................................................................................................................................27



Mobility ................................................................................................................................................................ 27

Features ..............................................................................................................................................................................................27

Benefits ...............................................................................................................................................................................................27

Example .......................................................................................................................................................................................28

Phonebook .......................................................................................................................................................... 29

Features ..............................................................................................................................................................................................29

Example .......................................................................................................................................................................................29

Customizing Desktop ......................................................................................................................................... 30

Features ..............................................................................................................................................................................................30

Benefits ...............................................................................................................................................................................................30

Example .......................................................................................................................................................................................10

Online Help .......................................................................................................................................................... 31

Desk-to-Desk Chat ............................................................................................................................................. 32

Features ..............................................................................................................................................................................................32

Benefits ...............................................................................................................................................................................................32

Example .......................................................................................................................................................................................33



Introduction

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.

NEC’s UC for Business Executive Desktop offers advanced call

handling options to help manage internal and external calls with ease

from the PC. You can see the availability of colleagues or be alerted as

soon as they return. You can synchronize your regular contacts with

Microsoft® Outlook Contacts and store notes about special callers to be

screen popped with the caller’s name and number each time they call.

This ability to manage voice messages and faxes from your PC gives

you at a glance identification of senders and allows you to prioritize

your messages.

UCB Executive Desktop provides simple and intuitive GUI

administration of the user’s Voice Messaging mailbox, as well as easy

access to all mailbox functions.

Voice Messaging is part of the core functionality of UCB. Each licensed

UCB user is entitled to a UCB mailbox, providing basic features such

as recording greetings and sending/receiving voice messages via the

phone.

By combining Voice Messaging with Executive Desktop you give users

the ability to easily manage the significant advantage provided by UCB

Voice Messaging. Users can customize mailbox greetings based on

current and expected availability and personalize greetings for special

callers.

Customized greetings with Estimated Time of Return (ETR) significantly

improve customer service levels and staff productivity throughout

the organization. Receiving a generic mailbox greeting can be an

irritating experience for many callers, particularly when the call is

urgent. UCB’s Voice Messaging can offer a personalized response to

callers. When you can’t answer a phone call, you can leave callers an

informative presence greeting, or automatically or optionally route the

call elsewhere.

In addition, you can access features such as conversation recording,

customized caller options and call screening. You can set up to 98

different Presence Profiles, use Presence Profile scheduling, view the

status of your mailbox, optionally integrate with Microsoft® Fax Console

and Microsoft® Outlook and administer all aspects of your voice

mailbox from your PC.

Overview

Desktop Features

Desktop provides advanced telephone functionality:

• Telephony Control – Answer, Hold and Park calls from your PC screen using the mouse, keyboard or both.

• Phonebook – Three online directories (Global, Personal and Outlook® Contacts) gives users access to thousands of contacts, the intelligent search function lets users search for phone numbers using first letters of names or initials.

• Presence – Set up quick access to the Phonebook entries by creating Presence one-touch buttons that only require one click to make or transfer a call.

• Extension status – View the status of other extensions in the organization – who is on the phone, out of the office, in a meeting, etc., and when they are expected back.

• Call log register – View inbound, outbound and missed call details for your extension; access call history and voice messages left by internal or external callers.

• Screen pops on incoming calls – Calling Line Identification (CLI) provides the caller’s number, which when matched with an entry in the Phonebook, can display the contact’s name, company name and any special notes associated with the entry.

• Call Screening1 – Sometimes you’re at your desk but too busy to take calls – except there is one person with whom you need to speak. Desktop automatically screens your calls and lets that one important caller through.

• Mobility3 – You can be available all the time. Callers can ring your desk phone number and know they’ll get you. They don’t have to hang up and redial, press a button or ask to be transferred. Desktop just handles it.

Desktop Benefits

Desktop functionality provides users with multiple benefits:

• Ease of use – The graphical Microsoft® Windows based interface of Desktop makes it much easier for users to configure and activate the advanced voice messaging options of the system; therefore, it is more likely these features will be used and used properly.

• More accurate information – Features like Presence Profiles, ETR and integration with Outlook® or IBM Lotus Notes® Calendar ensure callers get the benefit of accurate, up-to-date information that reflects the called party’s current availability.

1 Requires UCB Fax Messaging 2 Requires UCB Unified Messaging 3 This option is PBX platform specific



• Priority call handling – Your most important callers can be treated differently from other callers by offering them personalized greetings and customized options such, as the ability to transfer from your presence greeting to your mobile or home telephone number.

• Better caller care – See when new voice messages have arrived, which calls have been missed (even if a message was not left) and what Presence Profile is currently active. This makes it faster and easier to look after your callers.

• Users are better informed – View who called, how often and when. You can prioritize and return calls, even if the caller doesn’t leave a message.

Voice Messaging Features

At its most basic, Voice Messaging can be set up and managed via the

telephone.

Standard voice messaging functionality includes:

• Presence Profiles – Pre-record up to 10 different greetings to handle standard scenarios such as ‘out of office,’ ‘in a meeting,’ ‘in the office,’ etc.

• Voice Messaging Management – Password protected access to voice messages from any extension in the organization or from an offsite location. Play, rewind, save, delete or forward the voice messages as required. You can even recover voice messages inadvertently deleted from the system.

• Personal and global distribution – Communicate more efficiently. Use global lists for access to system-wide and departmental groups configured by the Administrator; or Personal lists for users’ own customized groups.

• Personal Setup Options – Administer greetings, forwarding options and set up your individual requirements.

Voice Messaging Benefits

By integrating Voice Messaging with Desktop, voice messaging users

can take advantage of the following functionality:

• Control how calls are routed – Control call diversions and easily select Presence Profiles to activate call forwards, e.g., set ‘out of office’ profile to automatically transfer all calls to mobile, pager or another telephone number.

• Customize options offered to callers – Offer callers one-touch dialing options from your presence greeting, e.g., “press 1 for assistance, 2 for my mobile or 3 for my pager;” customized your options based on the caller’s CLI.

• Customize messages for priority callers – Set up special greetings for important clients (identified by their CLI) and define how messages from nominated people or companies will be handled.

• Set up recorded greetings – Pre-record greetings to handle a wide range of everyday situations such as ‘in a meeting,’ ‘out of the office,’ or ‘on vacation.’ Up to 98 different Presence Profiles are accessible from Desktop.

• Schedule recorded greetings – Automate greetings and time of return messages to play according to your standard business day, e.g., ‘in the office’ message until 12 noon, ‘out of office’ until 1 p.m. for lunch, ‘in the office’ until 6 p.m.

• Tell callers when you’ll return – Configure ETR each time you change your Profile, telling all callers when you expect to be back.

• Voice Messaging Administration – Administer every aspect of your voice mailbox from your PC, including the recording of voice messaging prompts.

• Integration with Outlook® or Lotus Notes® Calendar – Voice Messaging greetings can be configured to automatically change the user’s Presence Profile per scheduled events in your Calendar.

• View voice mailbox status – Desktop users can always see which Presence Profile is selected, their current call forward status, whether they have any messages they need to attend to and if any have been marked urgent.

• Record important conversations – Easily record your conversations. These recordings appear as voice messages in your mailbox.

The Graphical User Interface (GUI)

Features

The Desktop graphical user interface offers all standard telephony

functions including Make, Answer, Transfer, Hang Up, Park, Hold and

Call Forward. These can be performed using graphically represented

phone controls.

• Users are able to divert a ringing call and place it in their voice mailbox, another user’s voice mailbox or send to another extension.

• Users can retrieve calls from Voice Messaging, while the caller is leaving a message, and return them to their telephone to handle immediately.

• Users can initiate or schedule a conference call for up to 64 parties – either before a call begins or during a conversation. For more information please see the Executive Conference white paper.

• Users can view and handle more than one call at a time using multi-line capability.



4 This feature is PBX dependent

• DTMF signals can be sent out while a phone call is in progress to systems such as automated attendants and Interactive Voice Response (IVR) systems.

• Users can send a text message to a proprietary digital telephone4.

• Call control is performed using the mouse, keyboard or both.

• A user can enter a name or part of a telephone number into the Contact field and have the internal Phonebook database search for the details and populate the 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.

• Screen pops reduce talk time. Users no longer have to ask for the caller’s details or take down names and phone numbers during each call. The result is increased productivity.

• While on the phone, a user can see when a caller is 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 missed call before the caller hangs up.

Figure 1. Active Calls View

Example



Call History

The Call History pane shows all calls (including recognized caller

names), presented to or made from your phone. This includes incoming

calls you didn’t answer and calls that took place when Desktop was

closed. Users can immediately see if they have missed an important

call – even if the caller did not leave a message.

All missed calls presented to the phone are displayed in the Call History

window, along with icons which provide “at a glance” information about

the call, e.g., a missed call waiting for you to return it.

Features

• A user’s last 50 calls are displayed, for every medium, including queue calls, if the user is a contact center agent.

• To make reviewing Call History easy, users can filter and sort by medium (e.g., fax, voice message, phone call), by state (e.g., missed, unread) or by date (today, yesterday). They can also sort by caller or address/phone number.

• Users can see who has left a voice message and when.

• Call duration information is displayed against each call record.

• Users can see exactly what time they made a certain call.

• Users can view where a caller has called from, e.g., a mobile device.

• If the Phonebook has not recognized the CLI of the caller, the user can quickly and easily add the number to the Phonebook from the Call History screen.

• Icons are used to show the status of a recent call, e.g., missed call, missed call that has been subsequently returned, unread voice message, fax, etc.

Users can manage the calls appearing in Call History by deleting any

they no longer want recorded. The number of calls displayed is set in

user Preferences. Once the limit is reached, the oldest calls start to

drop off.

Benefits

Typically, Desktop users leave the Call History page open most of the

time, so when they get back to their desk they can see who called:

• Users can see at a glance if they have missed an important call, even if the caller has not left a voice message.

• Users can quickly call a number in their missed call list by double clicking on the call record.

• The ability to see who has left a voice message and when allows users to easily prioritize which messages to listen to first.

• Call duration information can be used for billing purposes.

• Adding caller information from the Call History screen directly to the Phonebook is very simple and intuitive. Users are more likely to update the Phonebook when they need to, allowing the caller to be automatically recognized the next time they call.

• Icons next to calls that display call status and call types (e.g. fax) make it easy to manage and prioritize calls.

Example

The sample screen below from Desktop demonstrates:

• The caller’s name is displayed, if the phone number is recognized and stored in the Phonebook.

• Inbound and outbound calls are represented by icons with green/pink in/out arrows.

• Read and Unread messages and faxes are separate sort-able states.

• Internal calls, Sent faxes, Missed, Returned and Answered calls are also states that can be sorted or filtered for display – e.g., you can list all your Missed Calls.

All media types (email, fax, messages, chat and phone calls) can be

filtered and sorted.



Users can right-click any fax or voice message on the Call History

screen to play the message via their phone; to use the sound card on

their PC; or to view the fax. Unique icons associated with each call

record indicate the message status such as new, listened to/read,

urgent, private or saved.

Below are some specific examples:

Figure 2. Recent Calls Screen



Faxes and Voice Messages in Call History Screen

Benefits

Playing voice messages from the Call History screen has several

advantages:

• 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 Desktop

Example



Managing your Mailbox

Desktop allows users to easily manipulate the features and settings

associated with their Voice Messaging. Some of the advanced features

of Voice Messaging cannot be configured using the telephone, but can

be set up using Desktop or by the Administrator.

Desktop makes it simple for users to customize their Voice mailbox

to best meet their needs and the needs of their callers. When

configuration is easy, users are more likely to use advanced features of

the system. This ensures callers receive better service and have a more

positive 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 CLI. The user can offer unique one-touch options to a particular caller but not offer these to any other caller, 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.

• 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 cell phone or 2 for your assistant. One-touch options can be set system-wide by the Administrator, but individual users can customize them as required. The user can also change the default action, i.e., what happens to the caller if they do not select any options at all. Instead of recording the caller’s message, the default option may be to transfer the caller to another telephone number.

Figure 4. Set up a one-touch menu for special circumstances or to give special callers better options in your absence



• Distribution Lists – Voice Messaging users can configure a group of people to whom to send messages, reducing the time spent sending correspondence to a group of colleagues. Groups are created in seconds using the Phonebook contact listing.

• View your currently active Presence Profile.

• Change to a different Profile by selecting one from the drop-down list. There is no need to use your phone to follow the appropriate menu prompts

• 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.

• Redirect a fax5 call to your personal mailbox.

• Configure personalized one-touch options for your callers, customized according to both your current activity and the recognized caller.

• Urgent messages are identified by a flaming and flashing icon. Users are notified immediately and can respond immediately.

5 Requires Fax Messaging license 6 Requires Fax Messaging license

Figure 5. Voice Messaging Toolbar

Figure 6. Presence Profile Scheduling from the Desktop Status Bar

Examples



Message Management for Other Users

Messages Features

The Messages pane allows an Executive Desktop user to centrally

distribute faxes and voice messages for other users and to administer

their mailboxes (subject to security allowances):

• Users can manage company mailbox messages and their own personal mailbox messages all within their 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.

• Users can print faxes to a local printer or distribute them to other mailboxes.

• The Messages pane provides a list of all user mailboxes, allowing simple drag and drop from the currently viewed mailbox (e.g., the company after-hours mailbox) directly to the appropriate destination mailbox.

• Users can send faxes directly from their own PC and view transmission status and details from within the Messages pane.

Example

Figure 7. Messages View



Viewing Messages

The user can view and manage messages for their own personal

mailbox as well as messages for other selected users or company

mailboxes. To select the mailbox they wish to view, the user drops

down the list of available mailboxes; availability is dependent on

security permissions pre-configured by the Administrator.

Example

The types of mailboxes are distinguished as below:

Managing the Mailbox

The user can manage the currently selected mailbox based on Security

permissions.

They can perform functions such as configuring Presence Profiles,

changing the mailbox schedule and updating any other mailbox

settings.

Example

Figure 8. Types of Message and Mailbox

Figure 9. Mailbox administration



Managing Messages

The user can right-click on a message within the currently viewed

mailbox and manage the message as desired.

Figure 10. Managing Messages and Faxes

Users can also receive, send and distribute faxes from this pane.

Drag and Drop

To forward a message, the user simply drags the message from the

company mailbox and drops it onto any user mailbox listed in the

mailbox pane.

To perform the drag and drop function, left-click the message, drag the

message to mailbox and release.

Example

Figure 11. Drag and Drop

NEC System



Faxes

Users can send and receive faxes, as well as view and distribute faxes

for other mailbox owners. This allows users to centrally manage

enterprise fax communications without leaving their desk or requiring

extra equipment.

Example

Figure 12. Faxes in Messages Pane

Presence

Presence buttons represent internal extensions and external phone

numbers, providing easy one-touch access to commonly dialed

numbers. They also show status information. You can use Presence to

make or transfer a call; see the current status of the contact; or transfer

a call to the voice mailbox of the contact. These and other functions

can be performed just by clicking one button.

Presence buttons can be created in a matter of seconds to suit the

needs of the organization.

Presence buttons are grouped together as either “Global” or “Personal”

pages7 . Personal pages are only available to the page owner. Global

pages can be viewed by everyone and provide a single source

for frequently dialed phone numbers. Because Global pages are

maintained centrally, once updated the information is available to

everyone instantly. The ability to edit Global Pages is governed by

security. You can set up your own Personal Pages and each page can

include up to 300 buttons.

Features

The following features are available using Presence buttons:

• Transfer an active call to the extension.

• Park an active call on the extension.

• Park an active call on the extension and automatically page the extension user.

• 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 forwarding destination (PBX specific).

• Tooltips shows information about the person’s Voice Messaging and/or user status.

• Display a full list of telephone numbers for that contact and select the number to dial.

Benefits

The functionality provided by Presence buttons is invaluable to all

Desktop users:

• Presence buttons and pages are easy to create and administer.

• One-touch operation to call an extension or transfer a call to an extension.

• Users can instantly view phone and voice messaging status information of internal contacts.

• Status information can be used to quickly advise callers on the availability of the person with whom they wish to speak.

• 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.

• 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 supported



Presence Buttons

Presence 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 inform

callers on the availability of the person with whom they wish to speak.

Example

Figure 7. Messages View

Figure 13. Presence Buttons



Presence Status Indicators

At a glance, you can determine the following details from the above

screen:

More detailed extension status information is available by mousing over

a 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).

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.

Figure 14. Presence Tooltip

Figure 15. Quick Search

Example



8 This feature is PBX dependent

Managing Calls with Presence Buttons

With Presence buttons a user can also execute the following operations

on the associated extension:

• Transfer the active call.

• Park the active call on the extension.

• Send a text message to a digital proprietary LCD phone8.

• Transfer the active call to the Voice mailbox associated with the button.

• Call the person by simply clicking the button.

• Change the person’s Presence profile through the right mouse-click menu.

• Change the person’s ETR via the right mouse-click menu.

Figure 16. Drop-down Access to All Available Numbers

User Availability Information

“Presence” is detected from mouse, keyboard or phone activity for

other users. Presence detection is only available for users that have

Voice Messaging.

• View the availability or Presence of other Desktop users.

• View presence icon information – At My Desk, Away from My Desk.

• Tooltip information – Current Presence profile with presence information.

• Presence Notification to notify you when other internal contacts become available.

• Outlook® Calendar information display on Presence button9.

• Toaster pop ups to remind you to change your profile when you get back to your desk.

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

Example

9 A Unified Messaging license is required for this feature

Figure 17. Presence Information



Presence Notification

Use 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 18. Presence Information

Example

Figure 19. Request Notification of Presence

Figure 20. Return Notification Toaster Pop

Richard ThomasRichard Thomas is back. Do you want to make a call?



Expected Time of Return

The ETR greeting is played to the caller either before or after the user’s

Presence Profile greeting and tells callers what time they expect

to return. By using the ETR feature, users can advise callers as to

when they expect to be back at their desk without having to create a

customized recording each time. This allows them to provide a higher

level of service to their callers.

Users can also view other people’s ETR by hovering their mouse over

the user’s Presence button.

Figure 21. Specify the time you plan to return

Figure 22. Other users can see your ETR by hovering over your Presence button



Phonebook Slider

View and access detailed user presence information via the Phonebook

Slider. This is a retractable pane to the right of the screen that displays

Phonebook and Presence information.

Users can choose whether or not to view the Phonebook slider. Click

Ctrl + S to enable/disable or enable from the View menu.

Example

Figure 23. Phonebook Slider

Presence Notes

You can add a Presence Note to your Presence Status to provide your

coworkers with additional information on your activities and availability.

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 25. Skype Presence in Desktop



UCB/IM Presence Integration

UCB’s IM integration extends your Rich Presence out to your external

contacts as well. Your desk activity (keyboard, mouse and phone),

UCB schedule and Outlook®/Lotus® Calendar drive your IM status,

broadcasting your Rich Presence for the outside world to see – not just

internal users.

Figure 26. Integrated IM Presence in Desktop

Initiation of Outbound Calling/Chat

Connect with your internal and external contacts using your single

application’s Presence buttons; choose the IM communication that

suits you:

• Instant Message or Chat.

• Skype to Skype voice call.

• Skype to landline/mobile, etc. (“Skype out”)

Figure 27. Initiate an IM Call from Desktop

The relevant IM application pops to the front and you can conduct your

conversation.

Outlook® or Lotus Notes® Calendar Integration

Integration with the user’s Outlook® or Lotus Notes® Calendar allows

Voice Messaging to automatically activate the specified Profile (such as

‘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.

• 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 choose to manually change the profile when they return.

• The calendar appointment completion date and time will be used for ETR, if the user has enabled ETR in their voice messaging settings. ETR is played to callers and shown on the user’s Presence Button11.

Benefits

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.

10 This feature requires a Unified Messaging license11 Microsoft® Outlook only



Examples Outlook® Calendar Appointment display:

Figure 28. Back at Desk Toaster Pop

Figure 29. Schedule an Outlook Appointment



Figure 30. Integration with Outlook® Calendar

Figure 31. Schedule an Outlook Appointment

Figure 32. Calendar Event Displayed (left) and Private Appointment (right)



Figure 33. Calendar Appointments with UM for Lotus Notes®



Call Screening12

If you are busy at your desk and don’t want to be disturbed, there could

be one important call for which you are waiting that prevents you from

simply changing your Presence Profile to unavailable.

Features

Call Screening allows you to be unavailable to everyone except that

caller:

• Configure any Presence Profile(s) for call screening, so that when you are at your desk and don’t want to be disturbed, call screening takes effect.

• Configure specific Caller Profiles for any contacts in your global or personal phonebook whom you want to treat specifically.

• Certain recognized callers can be always presented, never presented or can be screened when a particular Presence Profile is active.

• Callers can be flagged to never to be presented to your phone. They will always need to leave a message, even when you are present or have call screening turned on.

• 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 to the Desktop and screen popped. You have the opportunity to take the call, if you wish.

• When call screening is turned on, unrecognized callers will be asked to announce their name. UCB then calls you at your phone and tells you who is calling. You can choose to accept or deflect the call, by pressing a button on your phone; if the call is rejected, the caller is simply routed to your mailbox and played your current greeting.

Mobility13

UCB’s Intelligent Mobility means callers can use one number, your desk

phone number, for all calls. They will reach you wherever you are and

you 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.

• 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 desk phone, without having to hang up and re-establish the call.

• 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 transfer the caller to your mobile by clicking on the ‘Go Mobile’ button on your Desktop.

• Calls diverted to your mobile phone will pop a screen in your Desktop application, allowing you to retrieve the call on your desk phone with the click of a button.

• When you can’t answer your desk phone or mobile, all your calls can be directed to one mailbox that can be integrated with your Outlook® or Lotus Notes® Calendar appointments. Callers are automatically greeted with up-to-date information and your expected time of return.

• Have an SMS or phone call alert you of new messages. Voice messages, faxes and emails can all appear in your Outlook® or Lotus Notes® email application. When you are off-site, access your messages by phone, Outlook® Web Access or Lotus® iNotes.

Benefits

UCB’s Intelligent Mobility takes the work out of keeping in touch:

• Guarantee availability to all or selected callers – any time, any place.

• You don’t have to record your mobile phone number into your greeting or tell people to press a button to call you. You don’t even have to remember to forward your phone. UCB knows when you are at your desk and when to automatically divert to mobile. Just remember 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.

• Intelligent Mobility is easy for you and for your callers.

12 Call Screening is available on OAI platforms only13 Intelligent Mobility is available on OAI platforms only



Example

NEC

Figure 34. When you’re on a call and want to move away from your desk, just Go Mobile



Phonebook

Phonebook is the name for UCB’s online contact database. Phonebook

is divided into global and personal contacts. Typically, the global part

of Phonebook consists of all staff members and any external contacts

relevant to the entire company. Entries are accessible by all users and

the right to edit the Global phonebook is governed by security. The

personal Phonebook contains entries added by each individual user.

The directories offer a fast and effective dialing mechanism for all

Desktop users so they don’t have to manually dial numbers. There are

8,000 global contacts (per system) and 500 personal contacts (i.e., per

user) available. Each contact can have multiple numbers associated

with it, e.g., internal extension number, business number, fax number,

mobile phone number and so on. Phonebook can also be seamlessly

integrated to your Outlook® Contacts or any other complaint directories.

Features

Phonebook provides Desktop users instant, online access to the

company’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.

• Having a Default Number means users will always know which number to try first when getting in touch with an external contact.

Example

Figure 35. Phonebook Search

• 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, the notes field can be used for “Account overdue” notification, “VIP Customer” alerts and to identify customers with repetitive queries.



Customizing Desktop

Users can customize how Desktop behaves to best meet their

individual requirements.

Features

Some of the preferences and settings available to Desktop users

include:

• The user can determine whether or not Desktop will pop to the front of the screen when a new call is made, received or both.

• When an incoming call arrives, Desktop can be set to pop the Phone Calls screen, which provides details such as ring time and connection time. When the CLI is matched in the Phonebook, the caller’s phone number and their contact details are also displayed.

• When an incoming communication arrives, whether it be a phone call or via another medium such as Web Chat, 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.

• A user can choose their personal recall timer for when they have parked a call or simply use the system default timer.

• 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.

Benefits

The benefits of these options include:

• Users can configure Desktop in a manner that best suits their needs.

• Customer service is enhanced by having the caller’s details available to the user as the call is answered.

• Outlook® Contacts users are not required to maintain two address books (one in Desktop and one in Outlook®) to take advantage of screen pops.

Example

Figure 36. Desktop Preferences



Online Help

Figure 37. Desktop Application Help

Figure 36. Desktop What’s New



Desk-to-Desk Chat

You can make a Desktop Chat call to exchange text information with

someone inside your organization who is also set up to use Chat. This

is a useful way to exchange complicated information quickly in real

time with a record available to save. A user’s security privileges control

whether Chat is available to them.

Features

• Quickly exchange information with another user inside your organization.

• Conduct multiple chat conversations at the same time.

• A user can conduct a chat conversation at the same time as a phone call within the same application.

• Easily swap between separate conversations by clicking on the appropriate conversation tab.

• When a chat user receives a new chat call, Desktop is popped to the front of the open applications, if it has been configured to do so.

• Desktop can play an audible notification when a new chat comment is received, if Desktop is not currently active on the screen.

• Print, copy or save a chat call transcript.

• View when the other party is typing information.

• Copy and paste information into the chat call.

• 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.

• Send a web page to the chat call recipient.

• Send a series of web pages to the chat call recipient.

• 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.

Benefits

• Real-time information enables users to enhance complex information easily.

• The ability to conduct a chat conversation at the same time as a phone call means a user can quickly ask for assistance during a call.

• Users can access a saved chat transcript at any time.

• Standard phrases and URLs enable users to save frequently-used information to save time.

• The ability to send URLs to a chat recipient enables a user to demonstrate the navigation of a web site rather than try to explain it over the phone.

• When a chat call is transferred to another chat user, all previous transcript information follows with the call. This enables the new user to view the history of the chat conversation and handle the call more efficiently.



Example

Figure 39. Chat Screen

Figure 40. Use Pre-Scripted Phrases, such as “Thank you for calling”

Windows and Outlook are registered trademarks of Microsoft

Corporation in the United States and/or other countries.

Lotus and Lotus Notes are registered trademarks of IBM Corporation.

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