Bria 4 for Mac User Guide Enterprise Deployments
CounterPath Corporation CounterPath Corporation Suite 300, One Bentall Centre 505 Burrard Street, Box 95 Vancouver, BC V7X 1M3 Tel: 604.320.3344 sales@counterpath.com www.counterpath.com © April 2014 CounterPath Corporation. All rights reserved. This document contains information proprietary to CounterPath Corporation, and shall not be used for engineering, design, procurement, or manufacture, in whole or in part, without the consent of CounterPath Corporation.
Contents Introduction................................................................................................................................ 1 Installation and Setup................................................................................................................. 3 Starting Bria ......................................................................................................................... 3 Configuring Bria ...................................................................
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1 Introduction Read this manual if you who are working in an enterprise and your system administrator. It is assumed that your system administrator has either configured Bria on your behalf or has give you instructions on configuring it yourself. If you are not working in an enterprise, read the user guide “Using Bria for Mac – for Retail Deployments”.
CounterPath Corporation • Support for the following audio codecs: G.711aLaw, G.711uLaw, G.722, G.729, iLBC, OPUS, SILK Narrowband, SILK Wideband, SILK Superwideband, Speex, Speex Wideband. • Support for the following video codecs: H.263, H.263+ 1998, H.264, VP8. • Support for these firewall traversal solutions: STUN, TURN, or ICE.
2 Installation and Setup 2.1 Starting Bria First-time Startup If Bria is not already running, start it as you would any other program. The Bria Login dialog appears with the Profile set to “Manually configure login server”. 1. Set the profile to the value specified by your system administrator and click Continue (or Log in). Typically: • • 2. No login required: Used if you will manually configure Bria, as described below.
CounterPath Corporation Setting up Notifications Bria uses OS notifications. Make sure that the notifications are set up for Bria in system preferences. From the menu, click Apple logo > System Preferences > Notifications. In the notification center, choose Bria 4. Choose Banner or Alerts for the alert style. For details on incoming call notifications, see page 13. 2.
Bria 4 for Mac User Guide – Enterprise Deployments 2.3 Setting up a Contact List Typically, you will want to create contacts in order to easily make phone calls, send IMs and transfer files. You can bring in contacts from other sources: • • • From a file such as a vCard or comma-separated-values (CSV) file. See page 36. From your Mac Address book, by enabling the Mac Address Book account. See page 53. From a corporate directory, if your system administrator has set one up.
CounterPath Corporation 2.4 Troubleshooting Bria includes tools for helping you troubleshoot problems. From the menu, choose Help > Troubleshooting. • • • • Audio tab: While you are on a phone call, you can test the quality of the audio. Note that to perform a valid test, you should be on an established call (not a call attempt). Video tab: You can verify that your camera is working.
3 Making Phone Calls 3.1 The Onscreen Softphone Minimize to dock Close window Bria Toolbar. See page 14 Voicemail indicator. See page 22 Missed calls indicator. Opens the History tab. Call entry field. See page 9. Resources.
CounterPath Corporation The Bria Menu The menu contains the following items that are specific to Bria: • • • • Bria 4 > Preferences. See page 58. View. Changes how Bria looks. Also lets you view the messages and chat rooms (if you are a member of one; see page 29). Contacts. Lets you work with contacts. Help. Provides access to various service-related features.
Bria 4 for Mac User Guide – Enterprise Deployments 3.2 Placing a Call Place the call as described in the table below. The outgoing call opens in its own call panel, below any other existing call panels. You will hear a ringing tone while Bria attempts to make a connection. Option Keying From the... Dialpad or computer keyboard Description 1. Enter the number or address in the call entry field using the dialpad or the computer keyboard. To turn letters to numbers, see page 11.
CounterPath Corporation Call entry field Click to place the call Auto complete suggestions For information on working with the call, see “Handling an Established Call” on page 14. Dealing with an Auto Attendant If you know that your call will be answered by an auto attendant and you know what menu items you will choose, you can include those menu items (DTMF) in the phone number when you dial it: • • • Before the first DTMF number, include at least one capital P. You can include other Ps.
Bria 4 for Mac User Guide – Enterprise Deployments Selecting the Account to Use This information applies only if you have more than one SIP account set up and enabled. When you place a call, you can explicitly specify the account to use for that call. The account selection options appear only if you have two or more SIP accounts that are enabled and being used for phone calls.
CounterPath Corporation Placing another Call You can place another call. There is no limit to the number of calls you can make, although eventually the quality of audio and video will degrade because of limitations on the computer. Place the call in the usual way Existing call is automatically put on hold New outgoing call Switch between the different calls by clicking Resume on the desired call panel. That call becomes the active call and all other calls are on hold.
Bria 4 for Mac User Guide – Enterprise Deployments 3.3 Handling Incoming Calls Bria must be running to answer incoming calls. (If Bria is not running, incoming calls may be directed to voicemail; check with your system administrator.) When Bria is in the foreground, the new call appears in its own call panel. When Bria is in the background (the focus is on other application), the incoming call notification appears in the upper-right corner.
CounterPath Corporation 3.4 Handling an Established Call Speakerphone Speaker and microphone control Voicemail See page 22 Missed calls See page 49 Add as Contact If a plus symbol appears here, you can add the current caller as a contact. See “Adding a Contact using an Existing Address” on page 41. Mute your voice Place another call The current call is automatically put on hold). See page 12 Hold and resume Transfer. See page 15 Add video.
Bria 4 for Mac User Guide – Enterprise Deployments 3.5 Transfering a Call Basic (Unattended) Transfer – Transfer this Call Click the Transfer button The call is put on hold and a call entry field appears. Type a name or number Then click Transfer Now. The call may end immediately. Or it may show “calling”, In this case, do not hang up immediately: if the other person does not answer, the call will come back to you.
CounterPath Corporation Attended Transfer – Call then Transfer You can first speak to the target (the person you are transferring the call to), then click Transfer to complete the transfer.
Bria 4 for Mac User Guide – Enterprise Deployments 3.6 Handling Video Calls Placing a Video Call Click the down arrow and choose Video call. If you mostly make video calls, you can Option-click this down arrow to reveal the “Set Video Call as default action” menu item. Adding Video If you have a camera, you can click Start Video to add video to an established call. When you add video, the other party may (or may not) start sending their video to you.
CounterPath Corporation 3.7 Conference Calls Starting a Conference Call You can start a conference call by: • • • making a conference call from the dashboard, adding participants to an existing established call, or having two established calls and merging them to a conference call. From the Dashboard • Enter the number or address by typing • Or select from the redial list Then choose Start Conference Call Type a name or number. Click Add. You can add more participants from here.
Bria 4 for Mac User Guide – Enterprise Deployments From an Existing Call From One Established Call From Two Established Call 19
CounterPath Corporation Managing the Conference Participant menu Conference call menu Mute. When you mute during a video call, you may also want to click Stop Video to stop the video feed. Adding More Participants You can add more participants to an existing conference in any of these ways: • • • Control-click on a contact and choose Add to Conference Call. In the conference call panel, click Invite to Conference Call, enter a name and then click Add.
Bria 4 for Mac User Guide – Enterprise Deployments Video Conference Calls “Video” appears beside each person Closing the video window stops sending video. Start and stop sending your video to all participants Starting a Conference with Video When you start a conference from established calls, video is included if at least one of the calls already includes video. Video is sent to all the participants. When you start a conference from scratch, video is not included.
CounterPath Corporation 3.8 Voicemail If your service includes voicemail and you have set up voicemail options (page 55), then when you have voicemail messages, the voicemail icon appears at the top of the phone (the icon may include a number). You can click the icon to automatically connect to voicemail and listen to your messages. Voicemail icon 3.9 Forwarding Calls You can enable or disable forwarding so that calls will be forwarded to another number.
3.10 Working in Deskphone Mode If you have a SIP deskphone, you can use Bria in deskphone mode. In this mode: • • You can initiate calls from Bria and then pick up the deskphone receiver in order to speak to the person. You can then control the call using the deskphone controls. You can also hang up the call using Bria. Information about incoming, outgoing and established calls is displayed in Bria in read-only mode. Set up for Deskphone Mode 1.
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Bria 4 for Mac User Guide – Enterprise Deployments 4 Other Bria Features 4.1 Instant Messaging Sending an IM 1. There are several ways to select the person to send an IM to. From the Contacts tab Control-click on the contact and choose Send IM. The contact must have a softphone address. Or click on the IM icon that appears to the right of the contact name. An active phone call If the person is a contact, choose Send Instant Message from the call panel menu.
CounterPath Corporation 4.2 Sending a Broadcast IM You can send an IM to several people at one time. A broadcast IM is not a conference IM. • With a broadcast IM, each recipient can reply to the IM, but only you will see these replies; the other recipients will not see these replies. With a conference IM, all parties see everyone’s messages and the messages each party sends are seen by everyone. See “Group Chat (Conference IM)” on page 27. • In the Contacts tab, select the desired contacts.
Bria 4 for Mac User Guide – Enterprise Deployments 4.3 Group Chat (Conference IM) Group chat allows you to exchange instant messages with a group of people in the same session. Group chat differs from a broadcast IM in that all parties see everyone’s messages, and the messages each party sends are seen by everyone else. In a broadcast IM, each recipient can reply to the IM, but only the person who sent the broadcast IM will see these replies; the other recipients will not see these replies.
CounterPath Corporation Managing a Group Chat Leaving a Group Chat Unregistering your XMPPP account or exiting Bria lets you leave all the active group chat sessions. The session continues with the remaining participants. Once you leave a group chat, you will not be able to rejoin the session. The thread in the Messages window becomes inactive (grayed out); you can read chat history, but cannot participate or download unread messages.
Bria 4 for Mac User Guide – Enterprise Deployments 4.4 Chat Rooms Chat rooms are set up to allow the same group of people to have a group IM session, usually on a regular basis. For example, your system administrator may create a chat room called “Marketing” and add the marketing staff as members. Every Monday at 8:00 a.m., each member opens the chat room on Bria and joins the conference. You can only use chat rooms if your system administrator has set up chat rooms and added you as a member.
CounterPath Corporation 4.5 Viewing Messages On the menu bar and choose View > Show Messages to view your recent IM activity for any contact, group chat session, or chat room session. Search all messages. Clicking the x icon deletes the session. Click for more actions such as exporting conversation. The session may be greyed out. Typically it means that the account used for the session is not registered, or the group chat has ended.
Bria 4 for Mac User Guide – Enterprise Deployments 4.6 Sending and Receiving Files Sending Files If you have an XMPP account, you can send files to another contact who has a Jabber address (meaning that they have an XMPP account). 1. Control-click a contact and choose Send Files; a standard Open dialog box opens. 2. Select the files to send and click Open. The Send Files dialog appears with a “waiting” message. If you want, you can cancel the send before the other person retrieves the file.
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5 The Contacts Tab The Contacts tab displays your contacts. Each contact is shown with presence information and icons for singleclick phoning and IMing. If the Contacts tab is not showing, go to the menu bar and choose View > Show Contacts. Add a Contact Search field Contacts are typically organized into groups. Bria includes built-in groups. You can add more groups, as desired. The online status of contacts. See page 43.
CounterPath Corporation 5.1 Populating the Contact List At any time, but particularly when you first deploy Bria, you may want to populate the contact list with contacts from an external source. Populating from an LDAP Directory If your system administrator has set up an LDAP directory, you can create contacts from it: 1. Make sure Bria is configured to connect to this directory (page 64). 2. From the menu bar choose View > Show Directory. 3.
Bria 4 for Mac User Guide – Enterprise Deployments Populating from the Mac Address Book You can populate the Bria contact list by pulling in the contacts from your Mac Address book. Enabling the Mac Address Book Enable the Mac Address book account that is has automatically set up in Bria. See “Configuring Accounts: the Accounts Tab” on page 53 for more information.
CounterPath Corporation Populating by Importing Contacts You can populate the Bria contact list by importing from an external file or files.Your system administrator may have placed a file on a server for you to import. You can also import your own file or files, as many as required. The new contacts will be added to the existing contacts. Importing You can import a contact list from: • • CSV A comma-separated file. Use this method to import from a Microsoft® Excel® file.
Bria 4 for Mac User Guide – Enterprise Deployments Populating from another XMPP Account If you already have an XMPP account independent of Bria (for example, a Gmail™ webmail service account), you can create an account in Bria and pull your contacts into the Bria contact list. You will be able to IM these contacts directly from Bria. 1. Choose Softphone > Account Settings. The Account Settings window appears. 2. Click Add > New XMPP Account. The XMPP Account window appears. 3.
CounterPath Corporation 5.2 Managing Contacts and Groups Adding a Contact Click , or control-click a group and choose Add Contact to Group. The Contact dialog appears. To enter a phone number, select the type, enter the number, and click + The new number appears in the list Field Description Contact Summary Group Click to show the list of groups. Check each group this contact should belong to. Primary Call If the contact has more than one number, select the primary number.
Bria 4 for Mac User Guide – Enterprise Deployments Example – Contact in an Enterprise that Uses SIP for Presence This example shows how to add a co-worker when your enterprise uses SIP for instant messaging and presence. This example assumes that presence/IM is allowed on your SIP account; see page 53. Enter the person’s office number or extension in the Softphone field As soon as you add a Softphone entry, this field automatically appears.
CounterPath Corporation Example – Contact in an Enterprise that Uses XMPP for Presence This example shows how to add a co-worker when everyone has an enterprise extension plus a separate XMPP address for instant messaging and presence. Enter the XMPP address in the Instant Message field. Include the domain (@domainA.
Bria 4 for Mac User Guide – Enterprise Deployments Adding a Contact using an Existing Address You can add a contact by capturing existing information: • • If you are on a phone call with a person who is not a contact, click the Add to Contacts icon in the call panel. On the History tab, select an entry that is not a contact. Control-click and choose Add Contact. The Contact Profile dialog appears. Complete the dialog as desired and press OK.
CounterPath Corporation 5.3 Using Contacts Hover to reveal icons. Click to send an IM using the primary presence address for this contact. Click to call using the primary phone number. You can watch the contact’s online status, if the contact has a softphone address. See page 45 for the meaning of the online status icons. See “Sharing Online Status” on page 43 for information on obtaining online status information.
Bria 4 for Mac User Guide – Enterprise Deployments 5.4 Sharing Online Status You can publish your online status to contacts who have softphone address, and you can set up Bria to view the online status of other contacts. Typical online statuses are available, on the phone, busy, and so on.
CounterPath Corporation Allowing Other Parties to See your Status (Publishing your Status) Continuing from above, when the other person allows the notification request, your name is added to their contact list. As soon as you are added to their list, a request is sent back to you requesting that they be able to see you. Bria accepts this request automatically, and the other person can now see your status.
Bria 4 for Mac User Guide – Enterprise Deployments Setting your Online Status Changing your Status Click the down arrow beside the online status indicator on Bria, and select the desired value. Setting up Online Status Indicators Indicator Available Meaning for your Status Either: Meaning for Others’ Status You can contact this person. • You have set your status to this value. • Bria has determined that you are logged on but not on the phone or idle.
CounterPath Corporation Adding Contacts to the Alert List (Buddy Pounce) You can add a contact to the Alert List in order to request to be notified when the online status of a contact changes. In the contact list, control-click the selected contact or contacts and choose Add to Alert List. The Alert List icon appears beside the contact.
5.5 Privacy You can control how contacts and other people can contact you by phone or IM, and you can control whether your contacts can see your availability information (whether you are online, one the phone, and so on). You can set up controls in advance or “on the fly” (as phone calls and presence requests come in). Setting up Controls in Advance To set up controls in advance, see “Preferences – Privacy” on page 59.
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Bria 4 for Mac User Guide – Enterprise Deployments 6 Using Other Resources 6.1 The History Tab Blue: Incoming call that was answered Red: Incoming missed call Green: Outgoing call, either attempted or established From the menu bar, choose View > Show History. Managing the List of Calls You can control-click on an entry in a list to: • • • • • Delete the call. Delete all entries in this list.
CounterPath Corporation Phoning from History You can control-click on an entry to place a call to this person, using the contact method that was used for this call. You can: • • 50 Control-click on an entry and select Call or Video Call to place a call to this person, using the contact method that was used for this call. Place a call to this person and add them to a conference call that is in progress. For more information on conference calls, see page 18.
Bria 4 for Mac User Guide – Enterprise Deployments 6.2 The Favorites Tab To view the Favorites tab go to the menu bar and choose View > Show Favorites. You can create favorites from your contact list. They will be displayed in both the contact list and in the Favorites tab. Select the desired contacts, then control-click and choose Add to Favorites.
CounterPath Corporation 6.3 The Directory Tab The Directory tab is available only if your system administrator has set up Bria to access a corporate directory. To view the Directory tab go to the menu bar and choose View > Show Directory. Only one number appears for each entry. There may be other numbers that will show if you try to call this person. Phone a Person Control-click an entry and choose Call or Video Call. The call is placed immediately.
7 Configuring Bria From the menu bar, choose Bria > Preferences. The Preferences window appears. • • When configuring Bria the first time, click the Accounts tab and set up the account. Then complete other tabs as desired. After the initial setup, display whichever tab you want. 7.1 Configuring Accounts: the Accounts Tab Choose Bria > Account Settings from the menu bar. The Account Settings window appears, showing all the accounts set up.
CounterPath Corporation • • • • You will create one or two SIP accounts at startup, following instructions from your system administrator. The only setup you may perform to suit yourself is on the voicemail tab; see below. You will create an XMPP account at startup if your enterprise uses XMPP for presence. Again, you will follow instructions from your system administrator.
Bria 4 for Mac User Guide – Enterprise Deployments SIP Account Properties – Voicemail In general, your system administrator will provide the values for fields in this tab. The only fields that you can set to suit yourself are: • Always forward to this address: To always forward phone calls, click the box and enter the address to forward to. Phone calls received on other accounts (if you have them) are not affected by enabling this field. Always forward works only when Bria is running.
CounterPath Corporation XMPP Account Typically, you create an XMPP account if: • • Your enterprise uses XMPP for presence. You already have an XMPP account independent of Bria (for example, a Gmail account). When the account is created, those contacts are pulled into the Bria contact list. You can then IM these contacts directly from Bria.
Bria 4 for Mac User Guide – Enterprise Deployments Table 1: XMPP Account Properties – Account Field Outbound proxy Resource Priority Description The value in User ID and in this setting may be used by Bria to compose a valid jid: • If User ID=bob@ABC.com and Outbound proxy is empty, jid=User ID: bob@ABC.com • If User ID=bob@ABC.com/home and Outbound proxy is empty, jid=User ID: bob@ABC.com • If User ID=bob@ABC.com and Outbound proxy=XYZ.com, ignore the Outbound proxy; User ID=bob@ABC.
CounterPath Corporation 7.2 General Preferences From the menu bar, choose Bria > Preferences. The Preferences window appears. All the tabs on this window except for “Accounts” are preferences tabs. These tabs let you control the way that you work with Bria. Preferences – Application This panel lets you set your preferences for general GUI behavior and lets you set up for login.
Bria 4 for Mac User Guide – Enterprise Deployments Preferences – Privacy You can control how contacts and other people can contact you by phone or IM, and you can control whether your contacts can see your presence information (whether you are online, on the phone, and so on). General Tab In “Global Contact Settings”, choose one option. If you choose “Only people in my contact list”, then all contacts will be able to contact you unless their name or their domain is in the Blocked list (below).
CounterPath Corporation Preferences – Alerts & Sounds This panel lets you control the alert box and lets you assign sounds. Enable Alert Displays • • You can control whether notifications are displayed in different situations. To receive notifications, notifications must also be set up to use either Banners or Alerts under OS’s system preferences (page 4). When “Enable alert displays” is on, Bria shows either a banner or an alert for selected situations.
Bria 4 for Mac User Guide – Enterprise Deployments Preferences – Devices Bria automatically detects devices at each startup, and selects the most appropriate device for each purpose. If you do not like this selection, you can override it on this panel. If you override a selection, it will apply the next time you start Bria, unless the device is no longer available, in which case Bria will again select the device to use.
CounterPath Corporation Field Description Zero touch device configuration Typically, leave on. When device configuration is on, if you change your audio or video device, Bria will automatically detect the new device and start using it. Automatic gain control This feature is typically on. Reduce background noise Automatically attempts to remove background noise. Typically on for the speakerphone. Test Devices For information on the Test Devices button, see “Troubleshooting” on page 65.
Bria 4 for Mac User Guide – Enterprise Deployments Preferences – Codecs Change the settings on this tab only if advised to do so by your system administrator. These settings let you configure how you want auto answer to handle incoming calls, when Auto Answer is enabled. (To enable Auto Answer, see page 13). Field Description Auto answer These settings let you configure how you want auto answer to handle incoming calls, when Auto Answer is enabled.
CounterPath Corporation Preferences – Directory Generally, change the settings on this panel only if advised to do so by your system administrator. If your system administrator has instructed you to set the Directory type to LDAP, the only feature you should change on your own is Synchronize contacts from the directory. See “Populating from an LDAP Directory” on page 34. Preferences – Advanced Field Description Recording folder The folder where files for recording of phone calls will be saved.
A Troubleshooting From the menu bar, choose Help > Troubleshooting. The Troubleshooting window appears. Testing Audio Quality While you are on a phone call, you can test the quality of the audio. Note that to perform a valid test, you should be on an established call (not a call attempt).
CounterPath Corporation Testing Video Quality While you are on a phone call, you can test the quality of the video. Note that to perform a valid test, you should be on an established call (not a call attempt).
Bria 4 for Mac User Guide – Enterprise Deployments Testing Audio Devices You can verify that your microphone and speakers are working and can set the volume to a comfortable level without having to actually place a phone call.
CounterPath Corporation Diagnostics If you have contacted CounterPath Customer Support in order to troubleshoot a problem, you may be asked to generate a diagnostic log and send it to CounterPath. Click Select the problem you are experiencing Click Click Perform the actions you want to capture When done, click Advanced again to open the dialog. Click to stop logging Then click to choose a log file to send. The report is sent.
Bria 4 for Mac User Guide – Enterprise Deployments B Contact List Headings Following is a list of all the headings that are used in the Bria contact list. This list can be useful when formatting a contact list in order to import it into Bria. For details, see “Populating by Importing Contacts” on page 36.
CounterPath Corporation C Other Ways to Run Bria C.1 From a Hyperlink You can attach a hyperlink to a phone number or softphone address that, when clicked, starts Bria and dials the number. Bria supports three protocols: sip, tel, and callto. Attach a hyperlink with this format: dial address_or_number For example: dial kperera@domainA.
Bria 4 for Mac User Guide – Enterprise Deployments D Glossary Broadband Codec Dial plan DTMF Firewall IM MWI Narrowband Presence PSTN SIP account Softphone address USB device vCard VoIP service provider Broad or wide bandwidth. In data transmission, the wider the band, the more data it is possible to transmit in a given time span. A cable, DSL and ADSL connection to the network provide broadband for data transmission.
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