mobility - momentum telecommomentumtelecom.com/mobility/r20/ug/altevamobilityuser... · 2019. 11....

MOBILITY FOR DESKTOP USER GUIDE

VERSION 20.0.2

401 Market Street, First Floor Philadelphia, PA 19106

877.258.3722 www.alteva.com

User Guide

Table of Contents 1. About Alteva Mobility for Desktop ............................................................................................. 4

1.1. New Features .......................................................................................................................................... 4 2. Getting Started ........................................................................................................................... 4

2.1. Installation ............................................................................................................................................... 4 2.2. Windows ................................................................................................................................................. 4 2.3. OS X ........................................................................................................................................................ 5 2.4. Sign In ..................................................................................................................................................... 5 2.5. Main Window .......................................................................................................................................... 6 2.6. My Presence Info .................................................................................................................................... 6 2.7. Presence .................................................................................................................................................. 7 2.8. Location .................................................................................................................................................. 8 2.9. Communications Window ....................................................................................................................... 8 2.10. Start Chat ................................................................................................................................................ 9 2.11. Make Audio or Video Call....................................................................................................................... 9 2.12. Active Communications ........................................................................................................................ 10 2.13. Audio Settings ...................................................................................................................................... 10

3. Contacts.................................................................................................................................... 11 3.1. Add a new contact ................................................................................................................................ 11 3.2. Add a conference contact .................................................................................................................... 11 3.3. Add a Group ......................................................................................................................................... 12 3.4. Edit ........................................................................................................................................................ 13 3.5. Filters..................................................................................................................................................... 13

4. Presence ................................................................................................................................... 15 4.1. Avatars .................................................................................................................................................. 15 4.2. Location ................................................................................................................................................ 16 4.3. Outlook Calendar ................................................................................................................................. 16

5. Chat .......................................................................................................................................... 17 5.1. Chat View .............................................................................................................................................. 17 5.2. File Transfer .......................................................................................................................................... 18 5.3. Group Chat ........................................................................................................................................... 18

6. Audio and Video Calls .............................................................................................................. 20 6.1. Make a Call From Your Computer ........................................................................................................ 21 6.2. Call From Phone ................................................................................................................................... 21 6.3. Answer Call ........................................................................................................................................... 21 6.4. Contact Name Lookup for Incoming Calls ........................................................................................... 22 6.5. Missed Call or Communication ............................................................................................................. 22 6.6. Conference Calls ................................................................................................................................... 22 6.7. Call Waiting ........................................................................................................................................... 23 6.8. Call Transfer .......................................................................................................................................... 24 6.9. Voice Mail Message Waiting Indication ............................................................................................... 25 6.10. Call Park and Retrieve ........................................................................................................................... 25 6.10.1. Call Park ................................................................................................................................................ 25 6.10.2. Call Retrieval ......................................................................................................................................... 26 6.11. Call Pull ................................................................................................................................................. 27

7. Search ....................................................................................................................................... 28 7.1. Outlook Contacts .................................................................................................................................. 28

8. Full Enterprise Directory ........................................................................................................... 30 9. Communication History ............................................................................................................ 31

9.1. Clear History ......................................................................................................................................... 31

Alteva Mobility for Desktop 2

User Guide

10. Call Settings .............................................................................................................................. 32 10.1. Alteva Anywhere ................................................................................................................................... 32 10.2. Alteva Remote Office ........................................................................................................................... 33 10.3. Forward Calls ........................................................................................................................................ 33 10.4. Do Not Disturb ..................................................................................................................................... 33 10.5. Hide Number ........................................................................................................................................ 34 10.6. Simultaneous Ring Personal ................................................................................................................. 34

11. Preferences ............................................................................................................................... 35 11.1. Windows ............................................................................................................................................... 35 11.2. OS X ...................................................................................................................................................... 35 11.3. Preference Window Tabs: ..................................................................................................................... 36 11.4. General Settings ................................................................................................................................... 37 11.4.1. Log In .................................................................................................................................................... 37 11.4.2. Confirmations ........................................................................................................................................ 37 11.4.3. API ......................................................................................................................................................... 37 11.4.4. Outlook ................................................................................................................................................. 37 11.4.5. Logging ................................................................................................................................................. 38 11.5. Audio Settings ...................................................................................................................................... 38 11.6. Video ..................................................................................................................................................... 38 11.7. Proxy ..................................................................................................................................................... 38

12. Sign Out.................................................................................................................................... 39 12.1. Exit Application ..................................................................................................................................... 39

13. Multi-Device Support ................................................................................................................ 40 14. System Requirements ............................................................................................................... 41

14.1. Port Requirements ................................................................................................................................ 41 14.2. Firewalls ................................................................................................................................................ 41 14.2.1. Cisco ASA ............................................................................................................................................. 41

15. Troubleshooting ....................................................................................................................... 43 16. Change History ......................................................................................................................... 45


User Guide

1. About Alteva Mobility for Desktop

Alteva Mobility for Desktop is a native Windows and Mac client for Unified Communications, providing the following communication features:

• Instant Messaging and Presence • Voice Calling (VoIP) • Voice Calling (Desk phone) • Video Calling • Call Settings

1.1. New Features

• Enterprise Directory – View the company enterprise directory by clicking the Directory button on the left-hand side of the navigation pane.

• Outlook Integration o Windows only o Search Contacts and Calendar presence updates o Confirm the first-run popups that alert the user to the feature.

• Contacts o Search your app contact list, company directory, and Outlook contacts

• Calling features added o Can now do an Attended Transfer o Call Park and Retrieval o Pull Call

• Location - Your location is automatically determined by your public IP address; however, you can manually set the text to appear for your location and time zone using the location dialog box.

o Click the Location icon to edit your location.

2. Getting Started

2.1. Installation

Alteva’s Support web site provides the download of the installer.

http://alteva.com/support/downloads/

2.2. Windows

• Double-click the installer executable and follow the installation instructions.


http://alteva.com/support/downloads/

User Guide

• Launch Alteva Mobility. • Confirm your install options:

• If you install connectors for USB devices, you will see a popup when you open the

program:

You should accept the request and uncheck the “Always ask” option, See API Preferences

2.3. OS X

• Double-click the disk image. • Copy the application into the Applications folder. • Launch Alteva Mobility.

2.4. Sign In

When you first launch the application, you are prompted to sign in.

1. Enter your Alteva Voice user name and password. 2. Select whether you would like Alteva Mobility to remember your password. 3. Select whether you would like Alteva Mobility to sign you in automatically on

subsequent launches. 4. Click Sign In

NOTE: If you choose automatic sign in, you are automatically signed in and taken to the contact list upon subsequent Alteva Mobility launches. Otherwise, you are presented with the Sign In screen.


User Guide

2.5. Main Window

When you start Alteva Mobility for the first time, your Contacts list is empty. Use the search field to find people and add them to your Contacts list. Contacts can also be added manually by clicking the Add button.

Main Window

My Presence Info – View and update your information like your Presence, Avatar image, and location

Contacts – View your contacts

Communication History – View previous chats and calls as well as your voice mail

Directory – if available, the company telephone directory

Dial Pad – Make calls

Chat – Start an instant message conversation with a selected contact or group

Call – Make an IP audio call to a selected contact.

Call from Phone – Make a Click-to-Dial call from your desk phone (or secondary device)

Video Call – Make an IP video call to a selected contact

Options Menu – Open Call Settings, Preferences, and Help

Contact Filters – Use for online, favorites, and conference contacts

Add – Add a contact, group, or conference

2.6. My Presence Info

• Click the Flag to update your status, location, or enter text.

• Double-click the avatar to upload a picture or use a right-click menu. • Click to the right of the image to update your availability status. • Click the Location icon to edit your location.


User Guide

2.7. Presence

Presence subscription means that you both show your presence information to each other. Contacts with which there is no presence relationship do not have any of the icons and will show a blank space beside their name.

Icon What it means

Online – the green presence icon indicates that the user is online and ready for communication.

Online mobile – this icon indicates that the contact is only available on the Alteva Mobility Smartphone

Away – the orange presence icon indicates that the user is online but has been idle or away from their computer for more than ten minutes.

Busy – the red presence icon indicates that the user is busy and does not want to be disturbed.

Offline – the grey presence icon indicates that the user is offline and the only available contact method is calling or chatting

Pending – the question mark indicates that a subscription is pending and the contact has not yet approved sharing their presence

This icon indicates that the contact is busy on a call. This is an automated presence status

This icon indicates that the contact is busy in a meeting. This is an automated presence status. The Busy – In Call status overrides the Busy – In Meeting status so this one is only seen if there is a meeting but no call

Alteva Mobility can automatically update your presence to the following:

• Busy – In Call • Busy – In Meeting (Windows only)


User Guide

2.8. Location

Your location is automatically determined by your public IP address; however, you can manually set the text to appear for your location and time zone using the location dialog box.

• Click the Location icon to edit your location.

2.9. Communications Window

After starting communication with one or more contacts, a Communications window is displayed. From this window, you can perform the following actions:

Communications Window; This shows the window in two different states (normal and in a call)


Call – Escalate a chat to include IP Audio

Call from Phone – Escalate a chat to include a Call from the Desk phone

Video – Escalate a chat to include IP Video

Hang up the call

Mute the microphone

Mute or adjust speaker volume

Dial pad for this call

Options Menu – Hold the call. Conference, Transfer Call, Park Call, Show video, Delete Chat History, View Profile

Select an Emoticon

Send file, 10Mb size limit


User Guide

2.10. Start Chat

Start a chat using one of the following methods:

• Double-click a contact from the Contacts list or search results. • Left-click one or more contacts from the Contacts list or search results and click the

Chat button. • Right-click one or more contacts from the Contacts list or search results and click the

Chat button. • On the Communication History list, double-click a chat entry. • In a Communications window, click the Chat button. • In a one-to-one chat, transfer files by clicking the Send File button in the

Communications window or use the drag-and-drop method so that they are moved to the Communications window.

2.11. Make Audio or Video Call

Make an audio or video call using one of the following methods:

• Left-click one or more contacts from the Contacts list or search results and click the Call, Call from Phone, or Video button.

• Right-click one or more contacts from the Contacts list or search results and click Call, Call from Phone, or Video.

• Enter a phone number in the Search and Dial field. o Press ENTER to start an IP Audio call. o Click the Call, Call from Phone, or Video button.

• On the Communication History list, double-click a call entry. • In the Communications window, click the Call, Call from Phone, or Video button. • When viewing a contact’s profile, click the Call, Call from Phone, or Video button. • Open the dial pad, enter a phone number, and click the Call, Call from Phone, or

Video button.

Dial Pad from Main Window Dial Pad from Communications Window

To make a call There already is a call, tones within an active call

NOTE: If dialing a phone number that requires additional dual-tone multi-frequency (DTMF) tones (for example, a conference bridge), you can type the numbers on your keyboard while the Communications window has focus or open the dial pad in the Communications window.


User Guide

2.12. Active Communications

Active communications appear at the top of the Contacts list in the Main window. This area provides an easy view to see the people with whom you are communicating.

This example shows an active call with Ext 504 and a chat session with User B

The following is also available in this area: • Double-click an active communication to bring that particular Communications window

to focus. • See who has sent you a chat message, but only after you accept the chat session.

Before the chat session is established, the chat items are not visible in active communications but a history badge is visible.

• End a call. • Mute your microphone. • Place a call on hold.

2.13. Audio Settings

If you have multiple audio devices available for your microphone or speakers, select the preferred audio device before starting a call.

Windows 1. Click the Alteva Mobility logo in the Main window title bar. 2. Select Preferences. Select Audio. 3. Set a voice playback device 4. Set a voice recording device (microphone). 5. Click OK. OS X 1. Select Alteva Mobility from the main menu at the upper left. 2. Select Preferences. Select Audio. 3. Set a playback device (speakers). 4. Set a recording device (microphone). 5. Click OK.

If “Use default” is selected, then Alteva Mobility uses the default device set in the operating system preferences. For Windows, if “Default Communication Device” is defined, it is selected over the “Default Device”.

Alert Signal: If you are using a headset, you can select a separate device other than the headset for alerting incoming calls.


User Guide

3. Contacts

Contacts are the people with whom you communicate and, if available for your Alteva Mobility License, you see their presence and share your presence with them. There are three types of contacts.

• Contacts – People with whom you communicate • Conferences – Audio conference bridges that you use to communicate with others • Groups – Containers of contacts and/or conferences

When you sign in for the first time, there are no contacts on your contact list.

3.1. Add a new contact

• Select the Add Contact item from the Add Contact button on the Main window.

• Add the contact from a Search. (refer to Search) • In the Add Contact dialog box, enter the contact’s information and then click the Add

Contact button at the bottom of the window.

• The newly added contact appears on your contact list.

If you are accepting contacts via a buddy request, you may see the contact card after accepting the buddy request, depending on the service provider settings.

However, you can always share your presence information later by selecting Subscribe on the menu for that contact on the contact list (right-click the contact or arrow button).

Note: the contact must be presence-enabled (have Instant Messaging & Presence IM&P) and must accept your subscription request for you to establish the presence relationship successfully.

3.2. Add a conference contact

A conference contact is a special contact used for conference bridges to avoid remembering PIN codes and conference number, for example, recurring conferences.


User Guide

• Select the Add Conference item from the Add button on the Main window.

• On the Add Conference window:

o Enter a Display Name to identify the conference contact o Enter the Conference Number and Conference ID (sometimes referred to as the

Access Code) o Cick the Add Contact button at the bottom of the window to add it to the

contact list.

• Join the Audio conference just by right-clicking the contact or choosing it and clicking

the Call button.

3.3. Add a Group

The application allows you to conveniently group contacts and conferences.

• Choose the Add group menu option from the Add button to add a new group to the contact list.


User Guide

• Add a contact to a Group by right-clicking on the contact and selecting the group to add to.

• Additionally, there are other right-click options for Groups for Chat, Call, Editing the Group,

or moving the group.

3.4. Edit

Edit a contact by selecting the contact first and right-clicking for a menu of options.

• Unsubscribe removes the presence relationship between you and that contact. This means you do not see the contact’s presence information and your contact does not see yours. To re-establish the presence relationship, select Subscribe. An unsubscribed contact remains on the contact list and is always shown without an icon. Any contact that is not presence-enabled is shown in the same way.

• Remove removes the contact from your contact list. • View Profile opens the Contact Information dialog box where you can add, edit, or

remove information. This works for both normal and conference contacts. • For groups, choose the Edit menu option to rename a group.

3.5. Filters

You can filter contacts in two ways:

• Use the filter field to search by contact name. The contact list is filtered in real time as you type.


User Guide

• Alternatively, use the filter icons at the top of the Main window to display only specific types of contacts such as favorites, conference contacts, or online contacts.

• You’ll see the filters applied to your contact list just below the search field. You can

turn off the filters by clicking on the “x” to close them.

• Online contacts – Shows only online contacts to help initiate chat sessions. • Favorite contacts – Helps communicate with the most frequently used contacts. Only

contacts marked as a favorite are shown in this view. • Conference contacts – Typically, frequently used conferences are convenient to mark

as conference contacts. The conference bridge Access Code is automatically dialed.


User Guide

4. Presence

Presence subscription means that you both show your presence information to each other. Contacts with which there is no presence relationship do not have any of the icons and will show a blank space beside their name.

Icon What it means

Online – the green presence icon indicates that the user is online and ready for communication.

Online mobile – this icon indicates that the contact is only available on the Alteva Mobility Smartphone

Away – the orange presence icon indicates that the user is online but has been idle or away from their computer for more than ten minutes.

Busy – the red presence icon indicates that the user is busy and does not want to be disturbed.

Offline – the grey presence icon indicates that the user is offline and the only available contact method is calling or chatting

Pending – the question mark indicates that a subscription is pending and the contact has not yet approved sharing their presence

This icon indicates that the contact is busy on a call. This is an automated presence status

This icon indicates that the contact is busy in a meeting. This is an automated presence status. The Busy – In Call status overrides the Busy – In Meeting status so this one is only seen if there is a meeting but no call

• Click the Flag to update your status, location, or enter text.

4.1. Avatars

• Double-click the avatar and use the file explorer to upload a picture or use a right-click menu.

• Click to the right of the image to update your availability status. • The images for other contacts are not completely in real time and are retrieved at

login, when the contact is added, and when the contact comes online.


User Guide

4.2. Location

Location in presence is done based on the IP address that the machine is using. The IP address is mapped to the general location.

• Click the Location icon to edit your location.

4.3. Outlook Calendar

The application supports Outlook integration (Windows only) where presence status is automatically set to Busy-in Meeting when an accepted meeting starts and there is no ongoing call.

• This can be turned on and off in the Preferences → General tab. • Requires Outlook to be running. Officially supported versions - 2007, 2010 32-bit/64-

bit, (2013 does update presence) • Once every minute, the application reads Outlook appointments. If there is an

appointment running at the current time, then the presence is shown as Busy – In Meeting.

• Example: Description Presence Shown as Icon It’s now 9:10 AM– there is a meeting “Staff Meeting” 9 AM through 10 AM

Busy – In Meeting

At 9:15 AM, the user changes their Presence to Available

Available

In the next minute, the application again reads the appointments and sees that “Staff Meeting” is running; however, the presence was explicitly changed to Available.

Available

At 9:30 AM, there is an overlapping meeting “Team discussion” 9:30 AM to 10:30 AM

Busy – In Meeting

• When deleting a meeting that is currently ongoing in Outlook, the presence status remains as Busy – In Meeting until the next time Outlook appointments are checked (once every minute).

• The presence update is only triggered by appointments and meetings that are either accepted or created by the user. All-day meetings do not trigger a presence change.


User Guide

5. Chat

5.1. Chat View

Start a chat using one of the following methods:

• Double-click a contact from the Contacts list or search results. • Left-click one or more contacts from the Contacts list or search results and click the

Chat button. • Right-click one or more contacts from the Contacts list or search results and click the

Chat button. • On the Communication History list, double-click a chat entry. • In a Communications window, click the Chat button. •

When you initiate a chat, the Communications window opens. Chatting with a contact is possible only when you are both online.

• If a contact initiates a chat, you’ll see a pop-up notification in the bottom right-hand corner of the screen.

• Click anywhere below the blue header to open a Communications chat window

• When the chat opens, you see the contact’s information at the top of the screen. • At the top of the message area, there are four links: Yesterday, Last week, Last month,

and All history. From these links, you can load history from your local storage and different time frames.

• You can delete the history using the Options icon at the lower right. • In the text field, you can add a smiley emoticon. Smiley emoticons can also be added

by manually entering the corresponding characters that represent that particular emoticon. You can send text by pressing ENTER.


User Guide

• To enter a line break in the text field, you can use the following key commands: o CTRL+ENTER (COMMAND+ENTER on Mac) o SHIFT+ENTER o ALT+ENTER

• Use either one of the short commands, CTRL+C or CTRL+V (COMMAND key for Mac), or right-click the selection for a menu to copy or paste text to or from the Chat window.

• If you close the Chat window and open it again, sent chat messages are shown in the window as chat history.

5.2. File Transfer

File transfer functionality is accessible only through the Chat window. Note: there is a 10Mb limit.

• In a one-to-one chat, transfer files by clicking the Send File button in the Communications window or use the drag-and-drop method so that they are moved to the Communications window. 1. Select the file to be sent from the dialog, and then click Open.

Note: You can also drag and drop a file into the Chat window. 2. Once the file offer is issued and during its transfer, you can cancel the transfer (at

any time) by clicking Cancel.

3. Accept an incoming file transfer by clicking the Accept button. 4. Reject the file transfer offer by clicking the Decline button.

5. After the file transfer has completed, the received files can be opened or viewed in

the file manager by using the Click to open and Show in folder links.

5.3. Group Chat

• Start a group chat by “multi-selecting” and right-clicking the Main window contact list or through the Chat button in the Main window.

• More people can be added later to the chat by drag-and-drop. Only the owner can

add more participants.


User Guide

• A group chat works the same way as a one-to-one chat. All messages from anyone are sent to everyone else.

• All contacts need to be online to be able to participate in a group chat. You cannot invite an offline contact or a contact that is not on a device that doesn’t support group chat.

• In the text field, the contacts’ names appear in different colors to easily distinguish between who is writing.

• Only the newest chat room messages are stored on the server. One-to-one chat messages are only saved locally.


User Guide

6. Audio and Video Calls

The following table lists the Communications window icons.

Communications Window; This shows the window in two different states (normal and in a call)


Call – Escalate a chat to include IP Audio

Call from Phone – Escalate a chat to include a Call from the Desk phone

Video – Escalate a chat to include IP Video

Hang up the call

Mute the microphone

Mute or adjust speaker volume

Dial pad for this call; Enter additional digits using the dial pad at any time during the call

Options Menu – Hold the call. Conference, Transfer Call, Park Call, Show video, Delete Chat History, View Profile

Options menu:

• Put the call on hold. Note that if you hold the call, the other party cannot “un-hold”. This freezes a video call to the last frame of the video feed.

• Add participants to the call. • Transfer a call to a third party. • Park a call • Show/Hide your own video. • Dial a number in the combined Search and Dial field to make a call. Once you type

your numbers, the application searches for contacts on both the local contact list and the enterprise directory.


User Guide

6.1. Make a Call From Your Computer

• Select a contact from your contact list to start communication and click the Call button.

o You can also right-click to Call. • Type a phone number in the Search and Dial field at the top of Main window and press

return.

6.2. Call From Phone

• The second option to communicate in the row of buttons is Call from Phone • When you click this button, your desk phone instantly starts ringing and the call is

established from your desk phone. o Depending on your Voice settings, your other devices may also ring. o Using Shared Call Appearance allows an administrator to allocate other devices

to you; these devices also ring just like your primary phone. You cannot add or remove these devices or lines. If you need assistance, contact your administrator.

o The setting that makes your other phones ring is called “Alert all appearances for Click-to-Dial calls”

• Automatic Busy – In Call presence also works with the Call from Phone feature.

6.3. Answer Call

When someone is calling you, you see a pop-up notification on your screen.

You can choose to answer, silence the incoming call, and then open a chat session with the caller, reject the call, or silence the incoming call by closing the popup notification window. If you silence the call, the ringtone is silenced but the caller does not see anything on their end. You can answer or reject the call after silencing it only if you have chosen the chat option. If you close the incoming call pop-up notification to silence an incoming call, then you do not have an option to answer or reject it any more. When choosing the chat option, chat is only enabled after the call has been answered or rejected.

If you reject the call, it causes the line to sound busy at the caller’s end and they know that you rejected the call. If configured, your other devices may continue to ring.

When someone is calling you with a video, you see the same pop-up notification; however, the options are answer with video, answer as voice only, silence and chat, reject, or silence (by closing the popup window). If you decide to answer as voice only, the call is voice only.


User Guide

6.4. Contact Name Lookup for Incoming Calls

• Whenever the incoming call does not have a calling name associated with it, the application searches for a number match in the local contact list, the name is shown on the incoming call screen along with the alert.

• Whenever you retrieve your call logs/history and the call log does not have a calling name associated with it, the application does a lookup in the local contacts and populates the name if a match is found.

6.5. Missed Call or Communication

• When you have one or more missed calls or other types of communications, there is a notification on the left-hand side of the navigation pane in the Main window. Clicking the icon takes you to the missed communication in the Communication History view.

6.6. Conference Calls

• Add more participants to an Audio call by dragging and dropping them on to the Communications window or by selecting the Conference menu item via the Communications window menu button. By choosing the menu item, you can also add participants with just a telephone number.

• Note: if you hang-up the call, the call ends for all participants.


User Guide

6.7. Call Waiting

• You can have one active call at any one time, if you receive a new incoming call and accept it. The current call is put on hold and you can change between these two calls by using the Hold and Unhold buttons.

Three Calls shown; two on hold, one active


User Guide

6.8. Call Transfer

• Within an active call Communication window, from the Options menu, select Transfer Call

• The call window will display a Transfer Call Search and Dial box

• Select Cancel to dismiss the Transfer • Blind call transfer is available in the Communication window; choose the Transfer

Now button to transfer the call directly to someone else without speaking to them first.

• Attended call transfer is also available in the same window; first call someone

(Attended Audio) to check if the called party can take the incoming call.


User Guide

• The original call will be placed on hold; to transfer the incoming call to the desired called party click Transfer on the second call

• The call will disconnect and the transfer will be performed.

6.9. Voice Mail Message Waiting Indication

Message Waiting Indication (MWI) allows you to receive a notification for a waiting voice mail.

• Click on the Communication History icon and then on the Voice Mail notification area at the top of the Main window; the application calls the predefined voice mailbox number to allow the user to listen to the voice mail.

• Missed calls are indicated by an icon in the Main window. Note that the MWI icon is in

the same place when it indicates a new voice mail.

6.10. Call Park and Retrieve

6.10.1. Call Park

Call Park is particularly suited for shared environments where one person can answer the call, park it, do something else for a while and continue the call from another device or let somebody else continue the call.


User Guide

• To Transfer an ongoing call to a Call Park server, select Park Call from the Options menu in the Communications window.

• An ongoing call can be parked against your own number or another number (an

extension).

• Click Cancel to dismiss the function or select Park to connect the call to the Call Park

Server. • After the Call Park announcement is over, the parked call disappears from the active

Communications window. • If the call is not retrieved after a certain time, the server calls the parking user to

reestablish the communication.

6.10.2. Call Retrieval

A parked call can be retrieved from your own number (an extension) or another extension to provide flexibility for who is picking up the parked call.

• From the Options Menu of the Main window select Retrieve Parked Call o With Alteva Mobility will use the application o With Phone will prompt the call retrieval from your desk phone (and depending

on your settings, other phones connected to your account may also ring)


User Guide

Retrieving a parked call with Mobility and dialing # to retrieve a called parked to your Extension; you can also just type a “#” with the Communications window being active.

6.11. Call Pull

Call Pull allows you to pull an ongoing call from one of your devices to the program. For example, you may be on a call with Mobility Smartphone app or your desk phone, this feature will bring the call over to the Mobility Desktop application.

• To Pull a call to Mobility, from the Options Menu of the Main window, select Pull Call.

• The program will dial the feature access code (FAC) for Call Pull (*11) and the call will

open a Communication window after being pulled.


User Guide

7. Search

Alteva Mobility supports a search of the company enterprise directory. This takes place in the same search field that is used for both a local and presence-enabled contact list search.

• Start typing in the Search field and after three characters it will show matching contacts:

o Own Contacts (local contact list) o Telephony Directory (your company)

The enterprise directory searches for the first name and last name. By default, it waits for 1.5 seconds before it sends the search request to the server to minimize unnecessary load on the server.

o Outlook contacts. • Results are shown on a separate list in the Main window.

7.1. Outlook Contacts

The application supports Outlook integration (Windows only) for Outlook contact searching.


User Guide

• This can be turned on and off in the Preferences → General tab.

• Requires Outlook to be running. Officially supported versions - 2007, 2010 32-bit/64-

bit, (2013 does update presence) • Outlook search also works when several Outlook accounts are in use, but only one

account is used at a time (default selected, which can be changed in Outlook); other related considerations:

o The client searches for contacts and calendar entries in the default Outlook account. The account is set in Outlook to the default via File Info (left pane) Account Settings Account Settings → Data Fil “Set as Default”. After making this change, sign out and sign back in to the client and it now searches that account for contacts and calendar entries.

o The client searches the Outlook contacts only on the local machine (that is, the Outlook Address Book). There is no Exchange server lookup performed. In addition, all directories in Outlook are searched for contacts, even deleted folders.

• Refer to Outlook Calendar for other details on Outlook Integration.


User Guide

8. Full Enterprise Directory

Alteva Mobility Desktop allows for the browsing of an entire company enterprise directory.

• View the company enterprise directory by clicking the Directory button on the left-hand side of the navigation pane.

• The company enterprise directory will be shown in the Main window; you can click on a

contact and use action buttons on the Main Window or right-click to access available functions.

• Presence isn’t supported in the Directory Window.


User Guide

9. Communication History

The Communication History button is on the left-hand side of the Main Window display. You can view voice mail notification and call history for placed, received, and missed calls and chats. Call history makes it easy for you to redial a contact when you have missed a call or if you want to easily dial a contact with whom you have recently spoken.

• You will display your

• V

C

9.1. Clear History

The Communication History missed communications badges can be cleared by using the right-click menu from the Communication History button on left-pane. The menu provides options: Clear All Missed, Clear Missed Chats, and Clear Missed Calls.

Incoming Call – Double-click on a name in the list to call back directly (this calls back the same way you previously spoke, for example, if you were in a video call, double-clicking starts a new video call).

Outgoing Call – Double-clicking will start a call

Missed Call – Double-clicking will start a call

Chat – Double-clicking a conversation on the list opens it in a new window

Right-click – Access other functions like, Chat, Call, Call from Phone, Video Call, Email, View Profile, Add Contact

Voice Mail – Access your voice mail by clicking on this area; see new message count


User Guide

10. Call Settings

Alteva Mobility supports the following service management features allowing supplementary services to be managed using the Call Settings window:

• Alteva Anywhere • Alteva Remote Office • Call Forwarding • Do Not Disturb • Hide Number • Simultaneous Ring Personal

10.1. Alteva Anywhere

Alteva Anywhere simplifies communications for on-the-go users and remote users by extending the features of a desk phone to any other fixed or mobile device, regardless of the network or handset manufacturer. Callers dial one number and can reach you on any phone the user chooses. A desk phone, cell phone, and/or a soft phone may ring simultaneously.

• Enjoy voice call continuity with the ability to move live calls from one device to another without hanging up.

• Add locations (numbers) that can be used in the service via the Add New Location button.

• Use the Alert all locations simultaneously check box to activate parallel ringing. • The Diversion inhibitor check box prevents a call ending up as a voice mail. This can

only be used for calls within a Group or Enterprise.


User Guide

• Select Answer Confirmation to receive a separate audio prompt when answering a call from that number (location). It may be useful in cases where, for example, to prevent incoming calls going to the mobile voice mail.

10.2. Alteva Remote Office

This service allows the use of any phone as the office phone from a charging and numbering perspective. For instance, a hotel room phone can be used as the office phone and calls from this remote phone can be billed to the business. It also directs all calls coming to a business phone to ring the remote office phone. Enable Remote Office by clicking the Edit icon and specifying a phone number to be used as the Remote Office number.

10.3. Forward Calls

Enter a number to which your calls should be forwarded. Different variants of call forwarding are supported, such as forwarding always, forwarding when busy, and forwarding when you cannot answer or when you are unreachable.

10.4. Do Not Disturb

When you Enable this service, all calls are blocked by the server and are sent to voice mail.


User Guide

10.5. Hide Number

You can hide or display your number when calling or communicating with other parties or contacts. Hide your number by clicking the Enable check box.

10.6. Simultaneous Ring Personal

Add up to ten additional numbers that you would like to ring in addition to your primary number when you receive a call. In addition, specify whether you want answer confirmations. Provided for legacy compatibility, this feature has been superseded by the more feature-rich Alteva Anywhere function.


User Guide

11. Preferences

Preferences provide access to available settings for Alteva Mobility. Follow these steps to access Preferences.

11.1. Windows

1) Click the Alteva Mobility logo in the Main window title bar. 2) Select Preferences.

11.2. OS X

1) Select Alteva Mobility from the main menu. 2) Select Preferences.


User Guide

11.3. Preference Window Tabs:

Preferences – General Preferences - Audio

Preferences – Video Preferences - Proxy


User Guide

11.4. General Settings

11.4.1. Log In

• When the client is started, the user can choose to sign in automatically or • Automatically start Alteva Mobility at system start-up

11.4.2. Confirmations

Modify your preferences for deletion warnings.

11.4.3. API

Some functions require explicit permissions for Alteva Mobility, for example, for headset connector support, the user should allow incoming requests to be accepted

11.4.4. Outlook

The application supports various Outlook Integration features on Windows only:

• Searching local Outlook address book. • Outlook calendar integration, where presence status is automatically set to “Busy-in

Meeting” when an accepted meeting starts and there is no ongoing call.


User Guide

11.4.5. Logging

For troubleshooting with Alteva Support, the user can enable logging.

• Basic logging enables logging for things other than audio and video calls • Advanced logging also enables heavier logging for audio and video calls. • The log file location:

o OS X: /Users/USERNAME/Library/Application Support/BroadSoft/UC-One/logs o Windows: C:\Users\USERNAME\AppData\Local\BroadSoft\UC-One\logs

• End users should provide the entire logs directory when reporting issues.

11.5. Audio Settings

Playback Device (Speakers) Choose a headset, PC-integrated speakers, or external speakers for audio output. Your external playback device is selected by default (if you have one connected).

Recording Device (Microphone) Choose a headset microphone, PC-integrated microphone, or external microphone for voice calls. Your external recording device is selected by default (if you have one connected). You can also choose automatic gain control and test your recording device.

Alert Signal Select the audio device and ring signal that is played when you receive an incoming call. The same signal is used for both voice and video calls. You can also select your own ring signal. If you are using a headset, you can select a separate device other than the headset for alerting incoming calls.

Sounds Select which events cause a notification sound. To disable the sound, uncheck the check box. Select a sound event and then click Play to hear the sound.

11.6. Video

For video calls, a web cam is required. The user can select the capture device used for video and adjust video resolution. Note: higher sizes require more bandwidth and a more capable central processing unit (CPU).

Perceived video quality is a compromise between three things: • Video resolution – The higher the resolution, the better the quality per individual video

frame. Lower resolution results in a smaller video size and a less accurate picture. • Available bandwidth – This needs to be high enough to allow the video frames to go

through without significant packet loss, jitter, or delay. • Frame rate – If the video frame rate is low, then the video becomes “robotic” since the

video frames are not updated fast enough even when the received frames have a high resolution.

11.7. Proxy

Most users would have this set as “No Proxy” but for certain environments, you can configure HTTP Proxy settings if needed.


User Guide

12. Sign Out

Signing out of the program sets your status to “Offline” for your contacts and displays the Sign In screen.

To sign out, follow these steps.

Windows • Click the Alteva Mobility logo in the Main window title bar. • Select Sign Out.

OS X • Select Actions from the main menu. • Select Sign Out.

12.1. Exit Application

To exit the application completely, follow these steps.

Windows and OS X • If not signed in, Close the Sign In window.

Windows • Select the Alteva Mobility logo in the Main window title bar. • Click Exit.

OS X • Select Alteva Mobility from the main menu. • Select Quit Alteva Mobility.

NOTE: Closing the Main window (not the Sign In window) does not exit the application but rather minimizes the application to the system tray (Dock). This allows you to continue to receive calls and messages without having the Contact List window appearing on the desktop.


User Guide

13. Multi-Device Support

Alteva Mobility supports users with multiple devices. This is comprised of several features:

• Chat invitations sent to a user are received on all devices supporting Instant Messaging, for example the Alteva Desktop program and an Alteva Mobility Smartphone app. Before the session is accepted, messages are sent to all devices and once answered, the chat messages go to the device that has sent a reply message.

• Accepting a sharing presence invitation in one client is also recognized by another client, and both clients start receiving presence updates.

• A new presence subscription made in one client is recognized in another. • Removing a contact from the contact list in one device is recognized in another client

and the contact list is updated (that is, the contact is removed) in the other client as well.

• If a user has many devices, each device has the same status when shown to the end user. In addition, the contacts on the contact list always see the same status with updates shown in the following priority order:

o Busy o Online o Away o Offline o This means, for example, that if one client publishes a Busy status and another

client publishes another status, contacts see the user as Busy.


User Guide

14. System Requirements

System requirements are as follows:

• Operating system: o Mac OS 10.6 Snow Leopard, Mac OS 10.7 Lion, Mac OS 10.8 Mountain Lion,

Mac OS 10.9 Mavericks o Windows XP, Windows Vista, Windows 7, or Windows 8 (Classical view only).

• The installation footprint is approximately 125 megabytes (MB). • For voice calls, a sound card, speakers, and a microphone or a headset are required. • For video calls, a web cam is required. • A minimum 1 GB random access memory (RAM) is required. • Minimum 1 gigahertz (GHz); however, 1.5 GHz is recommended, Pentium 4 at a

minimum, dual core CPU is recommended for video calls at a minimum. • Open Graphics Library (OpenGL) 1.5 or higher is recommended.

For high-definition (HD) video, the following is recommended:

• HD camera • HD resolution support in display • Pentium Quad Core or equivalent • 2 GB RAM • Bandwidth

14.1. Port Requirements

Service/Feature Ports-PC Protocol User Login 80 HTTP

443 HTTPS (SSL/TLS)

Instant Messaging &Presence

5222 XMPP

Audio 5060 SIP (UDP/TCP) 8500-8598 RTP

Video 5060 SIP (UDP/TCP) 8500-8598 RTP

File Transfer 1081 XMPP 52644-52645

SOCKS

14.2. Firewalls

In some networks, Network Address Translation (NAT) devices, firewalls, home routers, and so on, have interfered with the SIP registration and therefore, a successfully completed client login process. The workaround is to check the NAT or firewall settings and verify whether they allow SIP traffic.

14.2.1. Cisco ASA

How to disable SIP inspection on single interface of PIX/ASA:

To disable SIP inspection on particular interface following steps are required :-


User Guide

1. Remove SIP inspection from global policy 2. Create a new policy for inspecting SIP 3. Apply it to all the other interfaces.

Refer to following configuration example:-

• hostname(config)# policy-map global_policy • hostname(config-pmap)# class-map inspection_default • hostname(config-pmap)# no inspect sip • hostname(config-pmap)#exit • hostname(config)# policy-map sip_policy • hostname(config-pmap)# class-map inspection_default • hostname(config-pmap)# inspect sip • hostname(config-pmap)#exit • hostname(config)#service-policy sip_policy interface [interface]


User Guide

15. Troubleshooting

Why can’t I chat with contacts from Yahoo?

Chatting with users in other domains is not supported.

Why can’t I change the avatar?

Double-clicking the avatar should open a File Explorer view to select a file. If your XMPP connection is lost, changing the avatar does not succeed. A lost XMPP connection is indicated in the Main window’s top notification area.

My contacts are all offline and my client’s status bar says “XMPP unavailable”. What does this mean?

It means that the XMPP connectivity has been lost for chat, as well as for presence; however, you can still make calls. Your network could be blocking the XMPP port (5222); for a sustained outage, you should contact Alteva Support.

I see “XMPP Connection Lost” when I first start the program.

This can indicate an issue with your Windows 7 Operating System and missing updates. The solution has two parts:

• Install "Microsoft Visual C++ 2005 Service Pack 1 Redistributable Package ATL Security Update"

o http://www.microsoft.com/en-us/download/details.aspx?id=14431 • Confirm existence of and install if needed:

o "Update for Root Certificates for Windows XP [December 2012] (KB931125)" o http://www.microsoft.com/en-us/download/details.aspx?id=35945

• Also confirm network connectivity and firewall settings.

Why am I offline?

If you have selected “Offline” status, you are shown as offline to others. Another possibility is that you may have lost your Internet connection. In this case, the client does not log out, but rather enters an offline mode where a contact list is available but communication is not possible.

Why can’t I have more video resolutions available?

You can choose your video resolution from Preferences and the Video tab. Your selection is used by default for future video calls. The available resolutions are automatically presented based on your camera.

Why can’t I change my user name and password?

User name and password editing is not supported in the client. To edit your password, contact your Administrator.

I changed my password and now I can’t login.

Contact Alteva Support.


User Guide

Why does my all day calendar entry not trigger Busy – In Meeting presence status?

All day meetings do not trigger a presence change to Busy – In Meeting.

To trigger the presence update, the meeting must be self-generated or accepted (tentative or fully accepted). The presence update is only triggered by appointments and meetings that are either accepted by the user or made by them.

Why aren’t all my group chat messages saved?

Only the newest chat room messages are stored on the server.

Why aren’t all my chat messages available in my other devices?

All one-to-one chat messages are saved, but only locally, so they are not available to your other devices. Incoming messages are sent to all devices; however, the ones that you send are only stored in the device that you are using to send the message.

Why can’t I change the XMPP address of a contact?

This is not currently supported.

Why does my location show an incorrect address?

The automatic location setting is done based on the public IP address that the machine is using. The IP address is mapped to a physical location and may not accurately reflect your true location. You can manually change the location by clicking the avatar and changing the location icon.

My Call from Phone is disabled.

Hibernating or Sleeping can sometimes cause the call from phone buttons to stay disabled. The work-around is to restart the program.


User Guide

16. Change History

Date Item Author 5/23/2014 Created document William Jarema 8/18/2014 Updated new features William Jarema


mobility - momentum telecommomentumtelecom.com/mobility/r20/ug/altevamobilityuser... · 2019. 11....

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