mitel powerpoint template - micloud360 administration... · | ©2015 mitel. proprietary and...

MiCloud Telepo

Service Administration

Cristina AnierTrainer

April 21-22, 2016

| ©2015 Mitel. Proprietary and Confidential.

Objectives

• Initiate MiCloud Telepo service administration

• Describe service configuration on different levels

• Describe different types of services

2


Introduction

• Services in MiCloud Telepo can be categorized as:

• Services associated with users

• Call related services(e.g. Call routing rules, call monitoring, pickup, queue

management etc)

• Mid call services(e.g. call transfer, call hold, call recording, conferencing etc)

• Services associated with numbers

• Function numbers (e.g. Attendant, ACD and hunt groups, pre-booked

conferencing, IVR, voicemail and fax service)

3


Service Configuration

• Services associated with users are configured in the “Services” menu in the web GUI

4


Service Configuration Structure

• All services may be configured for

• Organization

• Group

• Individual user



Configuration for a specific user:

• Some services collect all configured data for user, group and

organization, e.g.:

• Contacts

• All checkbox configured services, e.g. Call pickup



Configuration for a specific user

• Some services takes the first available configuration in the order:

user group with highest prio organization, e.g.

• Feature codes

• Voicemail settings

1

23


Advanced Settings

• Control if mobile phone numbers are to be shown in the directory search results

• Decide if primary or secondary number should be shown as default number for the

user

• Give user permission to change their own profile photo

• Give user permission to make anonymous calls


Call Intrusion

• Call Intrusion enables authorized users to intrude ongoing calls to other users.

• A call can be intruded by using the intrusion feature code or by selecting call intrusion

from “Call menu” in Desktop application.

• For example, if user A is talking to user B, and user C would like to intrude on the call to

talk to user A the following happens:

Call between A and B will be interrupted and user B will be put on hold and hear an

announcement that the call has been intruded, user C will then be connected to user A


Call Intrusion

• Authorization is set in Services | Call intrusion

Exercise

• Allow group ”Administration” to intrude calls to Alice.


Call Monitoring

• Enables users to view line state of other users as part of presence information.

• The busy/free status only indicates if the person is in call or not and does not show

who is talking to who.

• Authorization is set in Services | Call monitoring

This information is displayed in the contact list and the

search result in the Desktop application

Exercise

•Authorize all groups to view free/busy state for whole Organization


Call Pickup

• Call pickup feature can be used to pick up another user’s ringing phones, call waiting in

queues or to retrieve parked calls.

• Configuration is needed to specify who may pickup another person's calls.

• Configuring call pickup service affects the information displayed in the calls tab of the

Desktop application.

• Authorization is set in Services | Call pickup


Call Pickup

Exercise

• Authorize each group to pickup calls within the group

Group 1

Group ”Administration

Group 3

Group ”Support”

Group 2

Group ”Development”

Group 4

Group ”Sales”


Call Queues

• Queues can be configured on Organization, group or individual user

• ACD or Attendant group numbers: Queue configured in the Function number

settings.

• Individual users: “Queue” has to be configured as an allowed destination

• Configurable parameters

• How many calls may be placed in queue

• Automatic call-back

• Behaviour when queue is full (voicemail or forwarding number)

• Placed in queue message

• Queue progress message / “Queue waiting music”

• Call routing has to be defined to send calls to queue

• Example: When a call is received and incall is true then call will be directed

to queue


Call Queues

Exercise

Configure queue settings for ’your group’

Busy signal, voicemail or forwarding number

Maybe some music while waiting?

Use specific group’s number conversion rule for the callback

Personal calls queue


Call Recording

• The call recording service controls how the call recording service should be configured

on an Organization/user group/user level


Call Routing

• Call routing rules can be set for

• Organization (by administrator)

• Group (by administrator)

• User (by administrator or user)

• Rules are categorized as

• Inbound rules (for Incoming calls)

• Outbound rules (for Outgoing calls)

• Fallback rules (call reject, busy, no answer)

• A user will inherit rules for Organization and group

• Mandatory rules

• Overridable rules

• A user must be authorized to be able to set individual rules

• Allowed destinations


Call Routing

• Inbound rule condition may be set based on

• Time attributes (date, time, nightmode, day of week)

• Presence (role and activity)

• Calling party (internal, external)

• Incall (busy)

• Inbound rule outcome

Call will be directed to…

• Personal phones (softphone, mobile, desktop phone or analog phone)

• Phone number

• Active diversion number

• Queue

• Voicemail

• Switchboard


Call Routing

• Voicemail play activity

• Voicemail play out of reach

• Voicemail play busy in call

• Send busy response

• Outbound rule condition may be based on

• Time attributes (date, time, nightmode, day of week)

• Dialled number (number classification)

• Outbound rule outcome

Call will be placed from

• User defined number (caller ID)

• Primary/secondary line

• Anonymous line

• Switchboard line

Call will be blocked because of…

• restricted time

• forbidden destination

• unauthorized user


Call Routing

User

Rules

Group

Rules

Organization

Rules

• User inherits routing rules from Organization and group

• Rules are assembled to a prioritized list

• Initially, users have no rights to change rules

• Authorization needed (“allowed destinations”)


Call Routing-Example

Pick up

PLMN

Example: default inbound rule


Call Routing - Organization rules



• Default rules only set for Organization

• Default inbound rule:

• “When a call is received then call will be directed to desktop phone and mobile

phone with no delay and softphone with no delay”

• Create new rule by clicking “Add”


• Create a new rule:

• Select rule conditions and outcome with drop-down lists

• Click ‘Undo’ to skip last step

• Click ‘Save’ to save rule

• Delete a rule: Click ‘x’ Caution: Do not delete all inbound rules!

• Click arrows to change priority of rule




• Default outbound rule:

• “When a call is placed then call will be placed from primary line” (Single number

reach)



• Or default outbound rule:

• “When a call is placed then call will be placed user defined number (Caller ID)



• Default fallback rule:

• “When a call is incomplete then send busy response on busy”


• To start configure routing rules for a group:

• Select group from drop-down list and click “Configure”.

• Click arrows to change priority of rules

• Often group rules will have higher priority

Call Routing - Group rules


Call Routing - Group rules

• Allowed inbound, outbound and fallback destinations:

• Selected and added with drop-down lists

• Removed by clicking ‘x’


Call Routing - Individual rules

• User may configure individual rule via web GUI or Desktop application

• User inherits routing rules from Organization and group

• Rules are assembled to a prioritized list

• Initially, user have no rights to change rules

• Authorization needed (“allowed destinations”) via User Group


Call Routing - User rules

• Authorization enables the user to configure personal rules


Call Routing – Voicemail Bypass

• When a call is diverted to voicemail via the call routing service, the caller can refrain

from leaving a voice message by using voicemail bypass option (press 2). The call is

returned to the call routing service and the rules following the rule that originally

diverted to voicemail are evaluated. No more voicemail call routing rules will however

be applied once voicemail has been performed.

• Result for above example:

• Rule 1 does not match.

• Rule 2 does match, and person A will be connected to the voicemail. Person A will

be played bypass option, and then press 2.

• The ongoing call continues with rule 3, it matches, but will be ignored because

person A has already done bypass on the voicemail.

• Rule 4 does match, and the call connects to person B’s softphone and mobile.


Exercise

• Common: Set allowed destinations for inbound and outbound calls

Group 1

Create overridable inbound rule for

group ”organization”:

”Direct call to active diversion number”

Group 2

Create overridable inbound rule for

group ”support”:

”Direct call to voicemail if role is private”

Group 3

Create mandatory outbound rule for

group ”development”:

”Block international calls after office hours and

during weekends”

Group 4

Create mandatory inbound rule for

group ”sales”:

”Block international calls during Friday, Saturday

and Sunday”

Call Routing - Exercise


Call Transfer

• After how many in seconds, a call transfer should take to time out by the system if there

is no answer and the user initiating the transfer will be notified about this.


Caller Tag

• Caller tags are used to be able to easily set which trunk group a call should break out

on

• Configurable from Admin portal > Services > Caller tags

35


• Contacts can be managed on

• Organization level (by administrator)

• Group level (by administrator)

• User level (by administrator or user).

• Contacts will be visible on Desktop and mobile application contact fields.

• An individual user will inherit contacts from Organization and group, i.e. all are

visible.

• Contacts (on all levels) can be of two types:

• Shortcut to a contact in corporate directory (a user)

• Contact (fill in name, company, phone numbers etc)

• It is possible to import contacts from a text file

• semi-colon separated fields

Contact List


• Configurable from Admin portal > Services > Contact lists

Contact List

Exercise

For each group:

• Log in as admin, make a group contact for “your” group

• Log in as user, go to ”User view” and add contact for user

• Go to Softphone+ and

1. Verify that the contacts are visible

2. Investigate how a contact can be added, edited and removed

• Go to Mobile+ Client and verify that the contacts are visible


Favorite List template

• The favorites templates are used to create a default favorites list that a user will inherit

when created.

• The favorites list of a user will contain contacts from all user groups the user is member

of as well as contacts from the favorites template of the organization


Directory Information

• Org administrator can configure who should be able to search directory information for the

users

• For example, only attendant should be able to search for all the users in the org/linked orgs

39


Edit Directory Fields

• Allows users to update/edit directory field values. Org Admin has to enable from here

which fields should be editable

• Configurable from Admin portal > Services > Edit directory fields

40


Diversion Bypass

• Control which users could use diversion bypass

• This service allows user to call the original destination instead of the diverted

destination

• Configurable from Admin portal > Services > Diversion bypass

‘Bypass diversion’ during blind transfer is only available with

combination of a user profile that enables the feature


Exchange Settings

• Possible to integrate the Telepo server with your Exchange server to allow users to see

Exchange Calendar information on Desktop application

Enter the URL for the Exchange server

How often should the Exchange calendar data be

updated on Desktop application

Enter the name of the calendar folder for the user group.

e.g. if the user’s language is Swedish the calendar

application should be named kalender.


Exchange Settings

• When a user clicks the calendar icon, Desktop application requests calendar data from

the Exchange server

• Permission to see the calendar is controlled by the Exchange server

• Users must share their calendar to make it visible from Desktop application


• External APIs can be used for handling and managing Organizations and users.

• External API authorization page controls who is allowed to access APIs. Access is

based on issued tickets.

External API Authorization

API to set future presence for 3rd party reuses the API authorization for

‘Contact Search’.


Fax Settings

• Possible to configure how fax messages should be handled on Organization, user

group and user level.

• Configurable from Admin portal > Services > Fax settings


Feature Codes

• Feature codes may be used for

• Diversion

• Login / logout to ACD/attendant groups

• Set role / activity

• Call pickup

• The format is

• Activation *<feature code>*<command/number>#

• Deactivation #<feature code>#

• e.g.

• Activate diversion: *21*0890510#

• Deactivate diversion: #21#

• Feature code is configurable for Organization, group or user


Feature Codes


Set your activity to meeting using Feature code:

First you should set a number as activityid for meeting.

1. Go to Admin view select Organization | Presence states and click edit activity

and set the activityid.

Feature Codes - Example

activityid


Feature Codes - Example

2. In Admin view | Services | Feature codes find the feature code to set activity, 23 by

default

3. To change the activity *23*<activityid>#


Intercom

• Possible to configure Intercom call service on organization, user group and user

• Configurable from Admin portal > Services > Intercom


Music on Hold

• Possible to configure the waiting music for the party who is on hold or parked.

• Configurable from Admin portal > Services > Music on hold


Number Conversion

• Number conversion enables e.g. short numbers

• Short numbers for Organization pre-configured during installation

• Used also in voicemail IVR when calling from external phone

• Configurable from Admin portal > Services > Number conversions


Common Exercise

Add the following number plans (Sweden)

1. National calls:

Enable possibility to write “0890510”, instead of +46890510

2. International calls:

Enable possibility to write “00451234567”, instead of +451234567

Number Conversion- Exercise

• User can then dial 00+2 digits, say 0001, will be rewritten to +27872950001,

to enable short number dialing


PBX Integration

• If the PBX is Skype for Business or Lync, rules can be added to create policies for

presence subscriptions to map presence states in Skype for Business (or Lync) to the

presence model of MiCloud Telepo

• Configure rules under Admin view > Services > PBX integration


• Services | Presence authorization defines which groups are authorized to see/update

presence information

• Authorization can be set on Organization/ group level

• Default: no one can see presence

Presence Authorization


• Third party is allowed to update the configured Organization/user group/user’s

presence information such as: activity/role/personal note.

• For example, switchboard/ secretary, is allowed to update other user’s presence

information.

Presence Authorization


Presence Authorization - Linked Orgs

• To enable users to see presence states of users in the linked Organizations they need

to be part of a federated group.

• The federated group will appear in the presence authorization on linked Organizations

57


Future Presence Authorization

• Ability to view and set future presence for other users on desktop and mobile

application, i.e. allows switchboard to view/update other people’s future presence

• Provisioned in Admin View > Services > ‘Future Presence Authorization’ service page

• This feature is dependent on ‘Presence Authorization’ service

58


Presence Expiry

• This service decides which user fallback to the default presence state when their

activity has expired

• Configurable from Admin portal > Services > Presence expiration


Presence Synchronization Policies

• Provides mapping between external calendars and the MiCloud Telepo presence

states

• Rules and exceptions dictate how calendar events of external sources are

interpreted by the MiCloud Telepo


Presence Sync – End User

• Enable the Exchange calendar sync from the user page – Services | Calendar

synchronization


Configurable Ring tones

• Distinguish between incoming calls on Snom phones by configuring different ringtones

based on the number type

• Configurable from Admin portal > Services > Ring tones

Number types:

• Calling party

• ACD group numbers

• Attendant group numbers

• Hunt group numbers


SMS Authorization

Control who are able to send SMS from their Desktop application

• Configurable from Admin portal > Services > SMS authorization


Switchboard Number

• Switchboard number can be used as

• Inbound call routing destination

• Outbound calling partyid

• Configuration per group/user allows common Organization call routing rule to be used:

Example:

Group ‘Stockholm’, Switchboard number=+46850652700

Group ‘Göteborg’, Switchboard number=+4631123400

• “When a call is received and activity is Vacation then call will be directed to

switchboard”.

“When a call is placed then call will be placed from switchboard line”.


• Voicemails may be retrieved:

• Via inbox (in web GUI or Desktop application)

• Mobile inbox view (call-back)

• Via voicemail number (function number)

• Voicemail configuration on Organization, group or user level in Services | Voicemail

settings

Voicemail Settings


Voicemail Settings

Human assistance:

If configured ”For human assistance press 1”

e.g. option to reach switchboard

Notification of new voicemail messages:

Recorded by calling voicemail number

Play presence activity voice prompt

Voicemail greeting

Automatic deletion of old messages

Set the size for voicemail storage

Allows caller to bypass voicemailVoicemail bypass can be activated via specific inbound

call routing rules even if this setting is set to “No”


Support for External Messaging Systems

67

From Admin View > Services > Voicemail settings,

configure the external messaging system

To enable the voicemail for the external messaging

system

Phone number of the external voicemail system

Check if the external voicemail system supports

sending message waiting indication updates

End user portal

From Service Node that the Org belongs, disable license on the Organization via License administration. System view > System > License

administration

From System View > Devices > SIP trunks, select the SIP trunk to connect to the external system. Under Telepo Extensions, check ‘Forward out-

of-dialogue NOTIFYs’ to enable indicator on the terminals


Working Hours

• Define work schedule for Organization/User

group/User

• Dictates when the Organization goes into

Nightmode or time outside working hours

• If user belongs to multiple groups with

different schedules, schedule will be taken

from group with highest priority

• Exceptions to work schedule could be

added i.e Christmas, Easter. Normally

public/bank holidays

68


Working Hours

• Additional working hours can be added to regular working hours

• Used to extend working hours for a specific date and time i.e increase service during

sales campaign

• Additional working hours have higher priority in the system than exceptions

69


• Nightmode is time off working hours

• Routing rules may be set based on Nightmode, e.g.:

• If nightmode then route call to switchboard

• If allowed by system, nightmode may be overridden by user (extend working day

with two hours)

• Via web GUI

• Via Softphone

• Via feature code

Nightmode


Nightmode Authorization

• Possible to configure who’s allowed to override nightmode

• Configurable from Admin portal > Services > Extend working hours


Common Exercise

• Go to Services | Working hours:

- Set working hours to 9-17, Monday to Friday for whole Organization

- Set exception 2007-12-24 with no working hours

• Go to Services | Extend working hours

- Allow whole Organization to override nightmode

• Extend working day

- In web admin, “User View”

- In Softphone+

Nightmode - Exercise

#Mitel

mitel powerpoint template - micloud360 administration... · | ©2015 mitel. proprietary and...

Documents