Objectworld Unified Communications Server® CounterPath eyeBeam 1.
© 2001-2009 Objectworld Communications Corp. All rights reserved. Published February 13, 2009 Objectworld, Objectworld Unified Communications Server, Objectworld UC Server, Objectworld UC Client, Objectworld Connect, Objectworld Connect PLUS, IT Telephony, and The IT Telephony Company are either trademarks or registered trademarks of Objectworld Communications Corp. in the United States and/or other countries. CounterPath, eyeBeam, and the CounterPath logo are trademarks of CounterPath Solution Inc.
Table of Contents 1 CounterPath eyeBeam 1.5 Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 Display Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2 2 Using CounterPath eyeBeam 1.5 Phone Features . . . . . . . . . . . . . . . . . 5 Features List . . . . . . . . . . . . .
1 CounterPath eyeBeam 1.5 Overview This document is designed to outline the features and functions of the CounterPath eyeBeam 1.5 SIP in relation to the Objectworld Unified Communications Server™. It covers the following topics: • Overview • Display Features For information about installing and configuring this product, see the Installation and Configuration Guide provided by Objectworld. 1.1 Overview This document is not intended to replace the CounterPath eyeBeam 1.5 SIP User Guide.
1 CounterPath eyeBeam 1.5 Overview 1.
Display Features Phone display Objectworld Unified Communications Server 3
1 CounterPath eyeBeam 1.
2 Using CounterPath eyeBeam 1.5 Phone Features This chapter outlines the keys and features available on the CounterPath eyeBeam 1.5 softphone. UC Server supports all the phone features that are outlined in this chapter. 2.1 Features List UC Server supports the following main features of the CounterPath eyeBeam 1.
2 Using CounterPath eyeBeam 1.5 Phone Features 2.2 Placing Calls You can contact someone using: • The SIP address (kpereira@domain.com) • A traditional phone number, if supported by your VoIP service provider Table 2–1: Placing Calls How Keying Description 1 Enter the SIP address or number in the Call display using the softphone keypad or the computer keyboard. • For the name, you can enter the entire name (kpereira@domain.com) or just the name (kpereira).
Answering Calls If you have turned on Call Alerts, the Call Alert box appears at the bottom of the screen. A ringing tone sounds while eyeBeam attempts to make a connection. Encrypted icon Unencrypted icon Encryption The outgoing call may be encrypted, depending on your security settings. NOTE: If an encrypted call is established, the encrypted icon appears on the Call display.
2 Using CounterPath eyeBeam 1.5 Phone Features To automatically answer calls • Click AA on the dialpad to automatically answer calls as they come in. To ignore a call • Do any of the following: • Click the Ignore button on the Call display; a message appears to the caller advising that the call could not be made. The phone stops ringing. The call is added to the Received Calls list. • Click the Send to Voice Mail button on the Call display, to send the call immediately to voice mail.
Conferencing 2.6 Conferencing There are three ways to set up a conference call: • Manually set up the conference call (AA and AC off) • Manually answer calls and automatically conference calls (AA off and AC on) • Automatically conference calls (AA and AC on) While the conference call is in progress, you can change to any of the other modes by enabling the desired combination of AA and AC. eyeBeam begins to handle the conference in the appropriate way.
2 Using CounterPath eyeBeam 1.5 Phone Features To add a party to an active conference 1 Place the conference on hold by clicking CONF. 2 Invite another party to the conference by either: • Selecting the line of an incoming call. • Selecting an available line to initiate a call to an outside party. • Right-clicking a name in the Calls & Contacts tab. You can speak to this new party while the conference is on hold. 3 To conference in all lines, including the newcomer, click CONF.
Conferencing 3 When the next call comes in on another line, answer the call. As soon as you answer the call, a conference is set up between the three parties. • The conference is established even if you had another line on hold. • All lines are included in the conference call, including all those that are on hold. NOTE: While the conference is in progress, if another call comes in, as soon as you answer the call, it is automatically added to the conference.
2 Using CounterPath eyeBeam 1.5 Phone Features Using other options while conferencing During conference calls, you can use other options if available, such as video, speaker phone, or call record. To use speaker phone, you must have a sound device such as a sound card or USB device. If you have not previously set up for recording, do so before recording, To use a speaker phone • Click Speaker Phone on the dial pad to put the callers for a conference call on the speaker phone.
Ending Calls 2 Enter the number to which the call is to be transferred. For example: • Enter the name or number and press Enter. • Drag an entry from any tab in the Calls & Contacts drawer to the Call display. The message Requesting basic transfer appears. At this point, the call is no longer under your control, and you cannot cancel the transfer. To do a consultative transfer 1 Select an available line. The original call is automatically put on hold. 2 Call the third party.
2 Using CounterPath eyeBeam 1.5 Phone Features 2.10 Forwarding Calls When forwarding is enabled, every call that comes in is forwarded to another phone number (other than voice mail). NOTE: To configure call forwarding, see the eyeBeam user manual. To forward calls to another extension Menu button 1 Click the Menu button at the top of the phone, and select SIP Account Settings. 2 Click Properties, click the Voicemail tab, and complete the Forwarding section. 2.
Listing Calls To import a ringtone 1 Click the Menu button at the top of the phone. Menu button 2 Select Options. 3 From the General tab select Alerts and Sounds. 4 Click Import to import a ringtone (a .WAV file). 5 Select Play to try the ringtone. 6 Select Set as Active Ringtone to select a ringtone. To delete a ringtone 1 Select the ringtone. 2 Click Delete. 2.14 Listing Calls The Calls list shows calls that have been made or received.
2 Using CounterPath eyeBeam 1.
Speed Dialing To phone or send an IM from a list Right-click an entry in the Received or Dialed list to: • Phone this person. • Phone this person and add them to a conference call that is in progress. • Send an instant message. To delete all entries from a list 1 Select a list. 2 Click Calls. To add a caller to the Contacts list Add Caller • At any time during a call, you can click Add Caller on the Call display to add the other party to your Contacts list. 2.
2 Using CounterPath eyeBeam 1.5 Phone Features To send a message to voice mail • When a call comes in, click Send to Voice Mail on the Call display. To listen to voice messages Voice mail icon 18 • Click the Voice mail icon on the Call display. This icon is displayed only if you have new messages.
3 Using UC Server Features This chapter outlines the phone features that are available with UC Server. The UC Server call feature access codes are summarized in the following section: • Using the UC Server Call Feature Access Codes UC Server supports the following features listed below. • • • • • Parking Calls and Picking up Parked Calls Picking up Calls Ringing at Another Extension Using the UC Server Conference Bridge Queuing Calls Paging 3.
3 Using UC Server Features UC Server Call Features Key Codes Examples and Notes Transfer a call to a call queue Use this feature to transfer a caller to a preconfigured departmental call queue. If no agents logged into the queue are available to take the call, the caller is put on hold until an agent is available. *80 + queue# To enter queue 500, dial: *80500 To transfer a caller to queue 500: 1. Press Transfer 2. Dial *80500 3.
Using the UC Server Call Feature Access Codes UC Server Call Features Key Codes Examples and Notes Using the UC Server Conference Bridge Conference Server Note: The bridge number must be 4 digits long. 7050 + bridge# To automatically connect to the conference server bridge number 1234, dial: 70501234 Conference Server - Prompt Caller This feature is used for external callers to connect to a conference bridge.
3 Using UC Server Features 3.2 Parking Calls and Picking up Parked Calls You can park an active call, and then have the parked call picked up on another phone. This feature is useful if you want to change phones during a call. NOTE: Call park/pickup is a feature that must be enabled by your system administrator for use on your phone. There are two methods of parking calls. In one method, UC Server selects the next available park number. Alternatively, you can select your own park number.
Picking up Calls Ringing at Another Extension 3 Enter the number that you want to use as the park number. The hold position is used by the person who answers the parked call. For example, if you enter 1234, then the call is parked at 1234, and can be picked up at 1234. 4 Press DIAL. The call is removed from the hold position, and put in the park position. To answer a parked call 1 Typically, a company announcement informs you that a call is on hold for you. 2 Dial *98.
3 Using UC Server Features 2 If the phone has stopped ringing by the time you dial the *78 code, the system prompts you to enter your pickup ID. NOTE: If the pickup ID that you enter is invalid, the system prompts you with “That is not a valid pickup ID,” and asks you to enter a valid pickup ID. 3.4 Using the UC Server Conference Bridge UC Server has the ability to support a limited-sized conference bridge application.
Using the UC Server Conference Bridge • Press 5 to unmute all other participants. Response: “All others have been unmuted.” • Press 7 to toggle between closing and opening the conference to additional participants. Response: “The conference is now closed to additional participants.” Response: “The conference is now reopened to additional participants.” • Press 9 to end the conference. • Press 0 to report the number of participants. Response: “Including yourself, there are x participants.
3 Using UC Server Features 3.5 Queuing Calls Call queuing allows callers to remain in a queue while they wait for their call to be answered. If callers know the queue number, they can dial directly into the queue. The company agent is typically associated with a particular area of expertise, for example, sales or support. A support agent who is ready to answer calls can log into the support agent queue and receive support calls in order of arrival.
Queuing Calls Temporarily stop accepting queued calls If you are logged into a queue to accept incoming queued calls, there may be times when you wish to temporarily stop accepting queued calls, without logging out of the queue. You can manually set your status to unavailable to prevent accepting further incoming queued calls, without logging out of the queue. Temporarily setting your status to unavailable does not change your "longest idle" position in the agent group.
3 Using UC Server Features 3.6 Paging You can send a live page, which allows you to instantly broadcast a page. NOTE: For instructions on sending recorded pages, contact your system administrator. Sending a live page To send a live page 1 From your phone, dial *72 (or *PA). 2 After you hear the tone, begin speaking. 3 When you are finished with the page, hang up or use the end call function on your phone.
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