UC Office - Morecom€¦ · UC Office has 5 variant products, some available for free, some available as a chargeable add-on to the Fixed User or Mobile User license packs: UC Office

UC Office

Smartphone, UC Business & UC Team Edition

Application User guide

February 2016

2 www.btwholesale.com

UC Office – Smartphone Application User Guide (iPhone & Android)

Confidentiality

All information in this document is provided in confidence as per the terms and conditions of

Wholesale Hosted Centrex (WHC) and shall not be published or disclosed wholly or in part to any

other party without BT’s prior permission in writing. These obligations shall not apply to information

which is published or becomes known legitimately from some source other than BT.

Version Control

This document is controlled and issued by the BT Wholesale (BTW) Product Manager. Please ensure

that you have the latest version of this document, existing Communications Providers (CP) can

download this from the WHC Document Centre, and new customers should check with their Account

Managers.

Description of change Issue Date

Document structure created Final 1.0 16th May 2014

Updated into new style template Final 2.0 6th March 2015

Minor formatting updates Final 3.0 02nd April 2015

New Format and updated to latest release. Final 4.0 18th August 2015

Updated to match the latest firmware upgrade to

R21.2.4 (Android) and R21.2.60 (iPhone).

Changes highlighted in yellow.

Final 5.0

26 February 2016



Confidentiality .................................................................................................................... 2

Version Control .................................................................................................................. 2

Introduction ......................................................................................................................... 6

Overview ................................................................................................................................. 6

Audience ................................................................................................................................. 6

UC Business versus UC Team .............................................................................................. 6

Application Description – UC Office............................................................................. 8

Hardware & Software Description .......................................................................................... 9

Operating Systems iPhone ................................................................................................. 9

Operating Systems Android ................................................................................................ 9

Other Requirements .......................................................................................................... 10

Network and Firewall Requirements .................................................................................... 11

Provisioning & Configuration....................................................................................... 12

Provisioning .......................................................................................................................... 12

Download & Installation Instructions ................................................................................. 13

Configuration ........................................................................................................................ 13

Start-up and Login............................................................................................................. 15

IM and Presence Configuration (UC Business & Team Only) ......................................... 16

Conferencing Bridge Telephone Number (UC Team Only) ............................................. 17

Web Collaboration Configuration (UC Team Only) .......................................................... 20

Operating the Feature..................................................................................................... 22

Feature Interaction ............................................................................................................... 22

Starting UC Office ............................................................................................................. 22

Quitting UC Office iPhone ................................................................................................. 22

Quitting UC Office Android................................................................................................ 23

Operating the Feature iPhone ...................................................................................... 24

Main Tabs ............................................................................................................................. 24

Contacts................................................................................................................................ 25

Add Contact....................................................................................................................... 25

Edit..................................................................................................................................... 26

Filters ................................................................................................................................. 27

Presence (UC Business & Team only) ................................................................................ 28

Instant Messaging (UC Business & Team only) .................................................................. 30

Chat tab ............................................................................................................................. 30

Chat ................................................................................................................................... 31

Group Chat (Ad-Hoc Rooms)............................................................................................ 32

Audio and Video Calls .......................................................................................................... 34

Making Audio or Video Calls ............................................................................................. 35

Answering an Incoming Call ............................................................................................. 35



Missed Calls and New Messages ..................................................................................... 37

Message Waiting Indicator and Voice Mail Access.......................................................... 37

Contact Name Lookup for Incoming Calls and Call Logs................................................. 38

Call Waiting ....................................................................................................................... 38

New Call ............................................................................................................................ 38

Call Transfer ...................................................................................................................... 38

Call Move........................................................................................................................... 38

Bluetooth Headset Support ............................................................................................... 39

Call Centre Agent Login ....................................................................................................... 39

Call History Tab .................................................................................................................... 40

Operating the Feature Android .................................................................................... 41

Main Tabs ............................................................................................................................. 41

Contacts................................................................................................................................ 42

Add Contact....................................................................................................................... 43

Edit..................................................................................................................................... 44

Filters ................................................................................................................................. 45

Presence (UC Business & Team only) ................................................................................ 46

Instant Messaging (UC Business & Team only) .................................................................. 48

Chat tab ................................................................................................................................ 48

Chat ................................................................................................................................... 48

Group Chat (Ad-Hoc Rooms)............................................................................................ 49

Audio and Video Calls .......................................................................................................... 51

Making Audio or Video Calls ............................................................................................. 52

Answering an Incoming Call ............................................................................................. 52

Missed Calls and New Messages ..................................................................................... 53

Message Waiting Indicator and Voice Mail Access.......................................................... 53

Contact Name Lookup for Incoming Calls and Call Logs................................................. 53

Call Waiting ....................................................................................................................... 54

New Call ............................................................................................................................ 54

Call Transfer ...................................................................................................................... 54

Call Move........................................................................................................................... 54

Bluetooth Headset Support ............................................................................................... 55

Call Centre Agent Login ....................................................................................................... 55

Call History Tab .................................................................................................................... 56

Side Navigation (iPhone & Android)........................................................................... 58

My Status........................................................................................................................... 59

Call Settings ...................................................................................................................... 60

Preferences ....................................................................................................................... 61

Automatic Sign In .............................................................................................................. 61

My Room ............................................................................................................................ 62



Search Enterprise Director ........................................................................................... 63

Multi Device ....................................................................................................................... 64

Troubleshooting............................................................................................................... 65

Common Q&A ...................................................................................................................... 65

Why can’t I change my avatar?......................................................................................... 65

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

does this mean? ................................................................................................................ 65

Why am I offline?............................................................................................................... 65

Why can’t I have more video resolutions available? ........................................................ 65

Why can’t I change my username and password?........................................................... 65

All day meetings do not trigger a presence change to “Busy - In Meeting”. .................... 65

Why aren’t all my group chat messages saved? .............................................................. 65

Why aren’t all my chat messages available in my other devices? ................................... 66

I cannot login to UC office on my smartphone device? .................................................... 66

Product Support & Fault Handling.............................................................................. 67

Pricing................................................................................................................................. 68



Introduction

The following document type describes a current or recently launched WHC Site or User application.

An application is used to control existing feature, or provide new features to Sites or Users. An

application is typically downloaded onto a local device, whether it be a PC, Smartphone or Tablet.

Applications may be inclusive of User feature packs or may be chargeable extras that enable the

User to fulfil or enhance this job role.

This User guide will cover off CP Administration, Company/Site Administration and End user

Administration.

When WHC launch new applications or even enhancements, this document type is provided to all

CP’s.

Overview

UC Office provides Users with an application and series of features to enable Unified

Communications across one or many devices. UC Office, regardless of whether a user takes the

Business or Team variants, will work across Desktop PC’s, Smartphones and Tablet devices.

This application guide covers the Smartphone version of the client which works on Android and MAC

iOS operating systems.

The application comes with standard branding and cannot be branded like other WHC applications.

Audience

This document is intended for WHC CP and their order entry and support personnel (CP

Administrator), as it contains elements of provisioning, installation and configuration.

UC Business versus UC Team

As well as describes how to use the standalone Desktop client for UC Office it als o covers

administrator tasks for deploying both UC Business and UC Team add-ons. Both UC Business and

UC Team are chargeable User Feature Package Add-Ons but as standard include the UC Office

Desktop application. The difference between them is that UC Team contains additional features and

applications designed for enhanced collaboration and mobility.

To summarise the differences, UC Business includes:

IM and Presence

UC Office for Desktop

Shared Call Appearance 5



UC Teams includes the above and also:

My Room Conferencing 8

My Room Collaboration UC

UC Office for Smart Phone

UC Office for Tablet



Application Description – UC Office

UC Office provides Users with a suite of Unified Communications features that can be

used/configured from within a Desktop, Smartphone or Tablet application. These features include:

Application available on Desktop, Smartphone or Tablet

Voice and Video Calling – using inbuilt softphone or via hard- phone

Instant Messaging and Presence (IM&P)

Personal Audio Conferencing or up to 8 people

Personal Web Collaboration and Desktop Sharing

Call Centre Agent Login

UC Office has 5 variant products, some available for free, some available as a chargeable add-on to

the Fixed User or Mobile User license packs:

UC Office Desktop – provides a PC softphone with no IM&P capability – chargeable add-

on.

UC Office Smartphone – provides a smartphone softphone with no IM&P capability –

Inclusive of Mobile User Pack

UC Office iPad – provides an iPad softphone with no IM&P capability – Inclusive of Mobile

User Pack .

UC Office Business – provides a desktop softphone with IM&P turned on – Chargeable

add-on.

UC Office Team – provides a desktop softphone, smartphone softphone, IM&P turned

on, web sharing and 8 person audio conferencing service – Chargeable add-on.



Hardware & Software Description

In order to successfully install and use this application, the following installation and licensing

requirements should be met:

Operating Systems iPhone

UC Office supports devices with iOS 7 or iOS 8 running on iPhone 4S and later. To check your

operating system on the device home screen, navigate to:

Settings > General > About

Supported Devices

UC Office has been validated on the following reference devices:

iPhone 4S

iPhone 5S

iPhone 6

iPhone 6 plus

Operating Systems Android

Operating System

UC Office Android Edition has been validated on Android 4.4.4 and Android 5.1.1.

Supported Devices

This application should run on any Android Phones using the above operating systems. However,

due to network, country and manufacturer variations, we are unable to maintain a full list of validated

devices.

Hardware Requirements

For best user experience and specifically for video calling, the following is recommended:

Dual core CPU (or higher)

1 GB RAM (or higher)

ARMv7 instruction set supported by the CPU (for media capabilities)

Minimum screen resolution 320 x 480



Other Requirements

We strongly recommend that you use a known, stable, secure and correctly configured Wireless LAN

and use UC Office over this Wi-Fi connection. If you are unsure please contact your system

administrator for advice and assistance.

UC Office allows you to choose between a native Android/iPhone call and a VoIP Call, there is also

an Always Ask option available. The iPhone dialling service is recommended for use over a 3G

connection. If you choose the ‘VoIP Call’ setting, then when a Wi-Fi connection is not available, the

app will attempt to use the cellular data channel. Service and Voice qual ity may be impacted and

data charges with your mobile carrier will apply.



Network and Firewall Requirements

You may need to allow outbound access for the following on your firewall:

Protocol Destination Destination Port

HTTPS ucoffice.yourservices.co.uk

85.119.59.31

webcollab.ucoffice.eu

89.149.156.64/27

ucoffice.eu

89.149.156.64/27

TCP 443

XMPP ucoffice.eu

89.149.156.64/27

TCP 5222 and 1081

SIP uk.ic.mobile.hipcom.co.uk

85.119.63.1 and 85.119.63.18

uk.ic.56mobile.hipcom.co.uk

85.119.63.1 and 85.119.63.18

uk.ic.7mobile.hipcom.co.uk

85.119.63.18

UDP/TCP 5060 to 5070

RTP uk.ic.hnt.hipcom.co.uk

uk.ic.56hnt.hipcom.co.uk

85.119.63.1

UDP 16384 to 32766

DNS Supplied locally

UDP/TCP 53



Provisioning & Configuration

All provisioning activity takes place on the Business Zone ordering portal unless explicitly stated. All

configuration activity takes place on the Configuration Portal (Business Portal) unless explicitly stated.

Provisioning

The UC Office application is an Add-On that is provided to a User already on the platform and

assigned to Fixed or Mobile User licenses.

When creating a User in Business Zone, be sure to tick one of the UC Office Add-Ons and then

complete the order. If this is not done on the initial Provide, then a Modify order can be placed to add

this at a later date. If the Mobile User pack is ordered, this will as standard include the UC

Office Smartphone application, otherwise this is included in the UC Team add-on pack.

Once one of these license packs has been ordered from the Business Zones Ordering portal, the

application download will appear in the Application section of the Business Portal as per the image

below.



Download & Installation Instructions

Once you have provisioned the Add-On and the User has received their welcome email, they can

now download the application from the App Store or Google play Store.



Configuration

The Welcome Email sent to End Users will guide them to navigate to the Business Portal to downloa d

the application and obtain their Username. Please note this Username is the same for all

Applications, but is different to the Business Portal credentials. The username can be seen in the

Applications tab as shown below:

The password for all applications is not sent to the User and needs to be set in the Business Portal

by navigating to My Account,

Select Password to Change box, then click on Application, enter password and then select Save.



Start-up and Login

To start UC Office, start it as you would any other app. Tap the UC Office icon to launch the

application.

Once the application has launched, UC Office presents you with the login screen where you need to

provide your user account information. Enter your username and password into the appropriate

boxes and click Sign In to start using UC Office.



IM and Presence Configuration (UC Business & Team Only)

The User’s IM & Presence feature is configured automatically, including the IM&P ID. The IM&P ID

takes the form <username>@ucoffice.eu where <username> is typically the Username provisioned

for the User in the Business Portal, but is sometimes appended with a number to ensure that the ID

is unique e.g. [email protected]

Users that have the UC Business or UC Team Add-On can use the UC Office applications (Smart

Phone Edition requires UC Team) for Instant Messaging and Presence. Users can also add contacts

and make them IM & Presence ‘Buddies’ within their own Company just by searching and adding the

contacts. An example of a User searching and adding a Contact within their company:

Contacts outside of the Company can be added manually and if the contact outside the Company is

also using the WHC IM and Presence service then they can add the contact’s IM & Presence ID to

use this service.

mailto:[email protected]



Conferencing Bridge Telephone Number (UC Team Only)

My Room Audio Conferencing 8 provides Personal Audio Conferences for up to 8 attendees per

conference. My Room Audio Conferencing requires a My Room Bridge to be added at the Site level.

Please note if you are creating Users with UC Team we recommend you do either of the following

first, to ensure the My Room Bridge Number is included in the initial Welcome Email:

1. Create Company, Add Numbers, Create Site, submit order (before creating Users), then

go to the Business Portal and allocate a number to the My Room Bridge. You can then

go back to Business Zone and use the Add option create the User orders.

2. Create Company, Add Numbers, Create Site, Create all Users, except UC Team Users,

submit order, then go to the Business Portal and allocate a number to the My Room

Bridge. You can then go back to Business Zone and use the Add option to create the

new UC Team Users.

3. Create Company, Add Numbers, Create Site, Create all Users, but don’t assign UC Team

Add-On, submit order, then go to the Business Portal and allocate a number to the My



Room Bridge. You can then go back to Business Zone, locate the Users and use the

Modify option to add UC Team, which will then generate a Welcome Email.

If any of the options above are not used, and the My Room Bridge Number is added at a later date,

then you will need to directly inform the User of the Bridge Number.

To create a My Room Bridge Number, login into the Business Portal with an administrator account

and:

Using the “Live Search” facility type in the name of the site you wish to add/amend

Use the “Select Button” to select the desired site from the list shown.

From the sidebar select Features

Scroll down to Portals & Bridges and select Configure My Room Bridge

Enter a Name, CLI First and Last Name, select a Telephone Number to apply and enter

an Extension Number for the My Room Bridge.



Adding My Room Bridge credentials to the Desktop Application

Users with the UC Team Add-On can enter their My Room Audio Conferencing and Web

Collaboration details into the UC Office desktop application. This enables Desktop Sharing, My Room

Audio Conferencing and Web Collaboration portal integration within the application. The User’s My

Room Audio Conferencing and Web Collaboration credentials may be included in their End User

welcome or modification emails. If the My Room Bridge Number has not been created prior to

the User being set-up with the UC team add-on, then the initial Welcome Email will not contain

this data.

When signed in to UC Office Desktop Users can then click the Menu icon and select

Preferences and enter the details in the Credentials tab as follows:



The default settings for the conference can be changed from the user’s Business Portal under “My

Room” in their Feature Settings. The user can also see their conference ID and PIN from this page.

If the user conference does not exist (meaning the bridge does not exist), the user is informed to

contact the system administrator.

For security reasons, only users can reset the PINs associated to his conference. This is achieved

by deleting and re-adding the conference (options are transferred to the new conference

automatically).

Users that have the UC Team Add-On can use the My Room Audio Conferencing features within UC

Office for Desktop and/or conduct personal Audio Conferences with up to 8 attendees using any

phones. Contacts outside of the Company can attend Audio Conferences by being sent the access

details within an email invitation.

Web Collaboration Configuration (UC Team Only)

My Room Web Collaboration UC is a feature that provides desktop sharing tools within UC Office for

Desktop and online Web Collaboration via the Web Collaboration Portal. A default 6 digit web

collaboration password is generated and included in the User’s welcome or modification email. The

user should then go to the My Room page to change it. Users simply enter their WHC application

username and the password into UC Office for Desktop and/or the Web Collaboration Portal to start

Desktop Sharing and conducting personal Web Collaboration meetings.



Users that have the UC Team Add-On can use the Desktop Sharing feature within UC Office for

Desktop and/or conduct personal Web Collaboration meetings using the Web Collaboration Portal for

up to 8 participants. Contacts outside of the Company can attend Web Collaboration meetings by

being sent the access details within an email invitation.

The default settings for Web Collaboration can be changed from the user’s Business Portal under

“My Room” in their Feature Settings. The user can also see their username and change their

password from this page.



Operating the Feature

In addition to this guide, there is an unbranded quick reference guide for the My Room component of

the application, called My Room Audio Conferencing Quick Reference Guide, which can be

downloaded from the Document Centre.

Feature Interaction

UC Office integrates with a whole hosted of features, all of which are covered off in the relevant

section headings below.

Starting UC Office

When you login to UC Office, after a few seconds the Contacts tab appears and UC Office is ready to use.

Quitting UC Office iPhone

From the Sidebar Menu, accessed by tapping the Settings icon, or swiping across from the left, tap

Sign out.

Alternatively, double-tap the home button on the iPhone to close the application.



Quitting UC Office Android

From the Android Context Menu, at the top left of the screen tap Sign out.



Operating the Feature iPhone

Main Tabs

When you start UC Office for the first time, your Contacts list is empty. You use the search field to find

people and add them to your Contacts list. Contacts can also be added manually by tapping the Add ‘+’

button.

The main view contains a number of tabs that present information about the contacts and

communications options located on the top bar:

Contacts

Dial Pad

Chat

History

My Room

NOTE: Settings are available from the iPhone menu key or action bar.

Icon Description

Contacts – View your contacts from a Buddies list, or a local or

company directory.

Call – Make Calls.

Chat – View chat history.

History – View incoming,

outgoing, and missed calls.

My Room – Join your personal room.



Contacts

The Contacts list in the Contacts tab can contain different types of contacts as follows:

Presence-enabled contacts

Non-presence-enabled contacts

Any contact can be marked as a favorite, by viewing the Contact Details and tapping the star icon.

The contact will then appear at the top of the Contacts list in the Favorites section.

Presence-enabled contacts are users with an Extensible Messaging and Presence Protocol (XMPP)

address. Non-presence-enabled contacts can be phone or conference numbers.

Contacts can also be organized in Groups.

The Contacts tab contains:

UC-One Contacts

All

Online

Contact Directories

Local Address Book

Directory

Directory provides the company directory contacts. The Local contact list provides the contacts from

the local phone book.

Add Contact

When you sign in for the first time, there are no contacts on your Contacts list. Add a new presence-

enable contact at any time by selecting the option Add Contact from the plus ‘+’ icon in the status bar.

Another way to add new contacts is to use the directory search option from the Contacts tab.

In the Add Contact screen, enter the contact’s information and then select Done. By default, your

presence information is always shared with a new contact if an XMPP address is provided.

If you receive a buddy request, you can decline or accept it. If you decline the buddy request, y ou

can always share your presence information later by selecting Subscribe from the buddy contact card.

Note that the contact must accept your subscription request for you to establish the presence

relationship successfully.

A conference number can be saved by adding a new contact, as above, and including the Dial-in

Number and Conference ID in the relevant fields. This can then act as a conference contact, to avoid

having to remember a PIN code and a conference number, for example, for a recurring conference.

Add a local contact by selecting the Add Local Contact option using the plus icon in the status bar.

The Add Local Contact option opens the native Address Book for adding a new contact in the local

phone book.



Edit

Tap a contact from the Contacts list to open a contact card. This is the same for presence-enable

and non-presence-enabled contacts.

The Edit button opens the Contact Information dialog box where you can add, edit or remove

information. This works for both presence-enabled and non-presence-enabled contacts.

Select Unsubscribe to remove 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.

Select Subscribe to re-establish a presence relationship. An unsubscribed contact remains on

the Contacts list and is always shown as “offline”.

Select Remove to remove the contact from your Contacts list.



When you select a Contact you are presented with their information and options to call them, instant

message them, etc.

Contacts can be marked as a favorite and they will then appear at the top of the contact list in the

favorites section.

Filters

There are four contact filters available from the Contacts tab:

All – Shows all presence-enabled and non-presence-enabled contacts.

Online – Shows only the presence-enabled contacts that are currently online.

Local Address Book – Shows the contacts from your local phone book.

Directory – Shows the contacts from a company directory (which requires a search).



Presence (UC Business & Team only)

For each contact to which you have subscribed, you can see their presence. Similarly, your contacts can

see your presence on their Contacts list.

Presence means that your friends are able to see whether you are available, for example, “I’m available”

or “I’m busy”.

You can manually set your own presence by tapping on the Presence icon from the status bar in all

tabs view. Tapping the Presence icon opens the My status screen where you can change your avatar,

personal message, and presence status.

Your avatar is the picture that represents you in your friends’ Contacts list and in chat screens.

Tapping on an avatar opens a dialog with options to select an existing image,

to take a new one with your phone camera, or to clear your avatar.

You can enter a status message in the area next to the avatar. This status text is shown in your

friends’ Contacts list.

Icon What it means

The green presence icon indicates that

the user is online and ready for communication.

The yellow presence icon indicates that the user is online on their UC Office Desktop client, but has been idle or

aw ay from their computer for more than ten minutes.

The red presence icon indicates that the user is busy and does not w ant to be

disturbed.

The grey presence state icon indicates that the user is off line and the only available contact method is calling or

leaving a chat message.

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.



If you see the error message, “Chat Unavailable”, under any tab, it means that the XMPP connectivity

has been lost for chat and presence; however, you can still make calls. In this case, you should

contact your service provider. The presence update is only triggered by appointments and meetings

that are either accepted by the user or made by them. Note that all-day meetings do not trigger a

presence change to Busy – In Meeting.



Instant Messaging (UC Business & Team only)

Chat tab

The Chat tab shows the list of recent chats since the last login. If User A chats with User B multiple

times, their discussions appear as one item in the list.

Tapping the name from the Chat list opens the Chat view (IM view) in the right pane where new

messages can be typed. Old messages are also shown.

New incoming messages are indicated with a notification badge to the right of the name. The icon

remains next to the name until the message is read.

Chats are listed so that the newest one is always at the top. Chats are not in alphabetical order and

are always listed with the most recent first.

Clicking the menu button in the navigation bar displays the Launch My Room and Start Group Chat

option. This option removes all notification badges from the Chat History list.



Chat

Start a chat using one of the following methods:

Tap a contact from the Contacts list to open a contact card. From the contact card, choose

the chat icon to start a chat.

In the Chat History list, tap a contact entry to start a chat.

From Contact search results, tap a contact to open the contact card and then choose the

chat icon.

When you initiate a chat, the Chat screen opens. Chatting with a contact is possible only when you

are both online. If your contact initiates a chat, you see a notification badge on the Chat tab and the

entry appears at the top of the Chat History list.

Once a chat opens, the name of the recipient is on the top bar and there is a presence icon flag before

the name. The recipient’s messages are presented in the orange background and the user is

presented in the white background.

Smiles can be added to messages by typing the corresponding character codes and by selecting

from the smiley icons, (the smiley is displayed graphically in the message area).

Active chat display:



Group Chat (Ad-Hoc Rooms)

Start a group chat using one of the following methods:

In single chat session, tap the add participant icon to escalate from a single to a group

chat.

From the Chat tab, tap on the menu icon to select the “start group chat” option.

In the Chat History list, tap a group communication entry to start a group chat.

When you initiate a group chat, the Chat screen opens. More participants can be added later to the

chat using the add participant icon. Anyone in the group chat can add participants. However,

removing participants is currently not supported.

A group chat works the same way as a one-on-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.

A group chat history is saved and is available to view later from the Chat tab.

A user can leave a group chat by selecting the Leave chat option. The chat is marked as “offline”

and the user no longer receives messages from the chat. When tapping on the “offline” chat, the

user re-joins the room and starts receiving messages. However, the user does not receive the

messages that were sent in the chat while the user was outside of the room.

The Clear History menu item behaves the same way as the corresponding option in the one-on-one

chat and removes the local history.

The View Participants button opens a dialog that shows the list of participants in the group chat.

Note that deleting a chat room is not supported.



Group Chat display: Chat participant’s display:



Audio and Video Calls

The Dial pad tab displays a dial pad and a text field used to enter numbers. The dial pad is one of the

options used to make audio or video calls. There are three buttons below the dial pad: Call, Video call,

and Dial pad menu that are configurable by the service provider. The top text field also has a delete button

that, when pressed, deletes one character at a time.

A badge notification appears on the Dial pad tab when there are messages in the voicemail box. A long

press on the “1” digit connects you to the voicemail box. When there is no voice mail in your voicemail box,

no notification badge is shown.

The dial pad menu contains the option to move a call from a Shared Call Appearance device or Call Director

number.

Call Voicemail

Tap to make a video call

Tap to make a voice call

Call Move



Making Audio or Video Calls

You can make an audio or video call using one of the following methods:

Tap a contact from the Contacts list to open a contact card. From the contact card, choose the

headset icon to make an audio call or the video icon to make a video call.

From search results, open a contact card and tap on the headset icon for an audio call or

the video icon to perform a video call.

Open the dial pad, enter a phone number, and tap the Call or Video button.

On the Call History list, tap a call entry.

On the Chat screen, tap the headset icon to make an audio call or the video icon to

make a video call.

Answering an Incoming Call

An incoming call is indicated with a ringtone. There are two options on the incoming call screen:

Accept and Decline. If you decline the call, it causes the line to sound busy at the caller’s end and

they know that you rejected the call.



From the In Call screen, you can perform the following actions:

End a call

Mute the microphone

Place a call on hold

Escalate from audio to video call and downgrade from video to audio call

Open the dial pad

Make a new call

Transfer a call - Attended

Transfer a call – Unattended

Swap two separate calls

Mute Toggle

Hold Toggle

Call Transfer



When UC Office is in the Background

UC Office can be run in the background and whilst the phone is locked and will still receive calls and notifications.

Missed Calls and New Messages

When you miss a call, the notification bar on the iPhone device shows a note. By tapping the missed

call, you go to the History screen. Notifications, for example, missed calls or new messages, are also

shown as badges on the tab icons.

Message Waiting Indicator and Voice Mail Access

If you have pending voice mail messages, then the notification bar on the iPhone device displays an

icon and the message, “You have XX pending voicemail messages”. By tapping the voice mail

notification, the application dials the voice mail access number directly and you can listen to the VM

messages.

Voice mail is also accessible with a long press of the dial pad “1” key (similar to how it is on a regular

mobile dial pad). If voice mail messages are available, then the “1” key changes color. In addition,

a voice mail notification is displayed as a badge on the Call tab icon.

The number for new voice mails changes depending on how many are open or are new. The voice

mail icon in the notification area has an associated badge that shows the number of new messages.

Tap to Answer

Slide to Answer



Contact Name Lookup for Incoming Calls and Call Logs

Whenever an incoming call does not have a calling name associated with it, UC Office Mobile performs

a local contact search. If the number matches one of the contacts on the mobile phone’s Contacts

list, the name is shown on the incoming Call screen along with the alert.

When a user retrieves their call logs/history and the call log does not have a calling name associated

with it, the client does a lookup in the local contacts and populates the name if a match is found.

Call Waiting

You can have one active call at any one time if you receive a new incoming call and accept it. The

existing call is put on hold and you can change between these two calls by using the Hold and Unhold

buttons.

New Call

The client supports starting a new call while in an ongoing call. The steps are as fol lows:

Establish call with remote party.

Initiate second call using the new call button.

Select a contact then choose a number. After the new call is established, the first call is put on

hold. The active call can be toggled by tapping on the call details in the display.

Call Transfer

The client supports transferring VoIP calls to another party. Two modes of transfer are supported:

Attended Transfer – Establish a call with remote party. Select a contact then choose a

number. Select the call first option. If the call is successfully established, you can talk with the

third party privately before completing the transfer by pressing the Complete button.

Unattended Transfer – Establish a call with remote party. Select a contact then choose a

number. Select the Transfer option and the transfer is completed.

Call Move

Call Move can be used in scenarios where a user has Shared Call Appearance or Call Director. For

instance, if the user has an active call on the desk phone, this can be transferred seamlessly to the

mobile phone via the Call Pull button. Depending on the application, dialing settings, and service

configuration, the call can be pulled as a VoIP or circuit-switched call to the mobile phone. There is

no interruption to the voice call.



Bluetooth Headset Support

UC Office for iPhone supports the use of Bluetooth headset for incoming and outgoing calls. The

following headsets have been tested, although other devices should also work:

Plantronics Voyager Legend

Plantronics m155

Note that UC Office iPhone supports switching the audio source within the application between the

Bluetooth device and the phone microphone and speaker. However, answering a call, hang up, mute,

and adjusting the volume from the Bluetooth device are not supported.


For users that are assigned as an agent of a Call Centre and have the ACD option enabled for their

UC Office Smart Phone device, the Call Centre login feature includes the following functionality:

Viewing assigned Call Centres

Joining \ Leaving Call Centres

Setting Automatic Call Distribution (ACD) status for each assigned Call Centre

Selecting ‘Queues’ from the menu button opens the Queues dialog box:

This gives the ability to change the current ACD state by selecting from the drop-down list (Available,

Wrap-up, etc), and also to join or leave a particular Call Centre (configuration dependent).



Call History Tab

Call history can be accessed from the History tab. UC Office saves a call history for placed, received,

and missed calls. Call history makes it easy for you to redial and call back when you miss a call or

when you want to dial a contact with whom you have recently spoken.

Blue Up Arrow : An answered outgoing call

Green Down Arrow: An answered incoming call

Red Tick Arrow : A missed call



Operating the Feature Android

Main Tabs

When you start UC Office for the first time, your Contacts list is empty. You use the search field to find

people and add them to your Contacts list. Contacts can also be added manually by tapping the Add ‘+’

button.

The main view contains a number of tabs that present information about the contacts and

communications options located on the top bar:

Contacts

Dial Pad

Chat

History

My Room

Icon Description

Contacts – View your contacts from a Buddies list, or a local or

company directory.

Dial Pad – Make calls.

Chat – View Call History

History – View incoming,

outgoing, and missed calls.

My Room – Join your personal room.



NOTE: Settings are available from the Android menu key or action bar.

Contacts

The Contacts list in the Contacts tab can contain different types of contacts as follows:

Presence-enabled contacts

Non-presence-enabled contacts

Any contact can be marked as a favorite, by viewing the Contact Details and tapping the star icon.

The contact will then appear at the top of the Contacts list in the Favorites section.

Presence-enabled contacts are users with an Extensible Messaging and Presence Protocol (XMPP)

address. Non-presence-enabled contacts can be phone or conference numbers.

Contacts can also be organized in Groups.

The Contacts tab contains:

UC-One Contacts

- All

- Online

Contact Directories

- Local Address Book

- Directory

Directory provides the company directory contacts. The Local contact list provides the contacts from

the local phone book.

A short press on a contact opens the contact card, whereas a long press opens the context menu

and provides the following options:

Voice call

Video call

Chat

Join Room

Contact details

Add or Remove from Favourites

Unsubscribe

Remove



Add Contact

When you sign in for the first time, there are no contacts on your Contacts list. Add a new presence-

enable contact at any time by selecting the option Add Contact from the plus ‘+’ icon in the status bar.

Another way to add new contacts is to use the directory search option from the Contacts tab.

In the Add Contact screen, enter the contact’s information and then select OK. By default, your

presence information is always shared with a new contact if an XMPP address is provided.

If you receive a buddy request, you can decline or accept it. If you decline the buddy request, you

can always share your presence information later by selecting Subscribe from the buddy contact card.

Note that the contact must accept your subscription request for you to establish the presence

relationship successfully.

Add a conference number by selecting the option Add Conference from the plus icon in the status

bar. In the Add Conference screen, enter the conference information and then select OK A

conference contact is a special contact used for conference bridges to avoid having to remember a

PIN code and a conference number, for example, for a recurring conference.

Add a local contact by selecting the Add Local Contact option using the plus icon in the status bar.

The Add Local Contact option opens the native Address Book for adding a new contact in the local

phone book.

Add a group in the Contacts list by selecting Add Group using the plus icon in the left bottom bar.

Type a group name and select contacts that you want to be in the group and then select Done.



Edit

Tap a contact from the Contacts list to open a contact card. This is the same for presence-enable

and non-presence-enabled contacts.

Select Edit from the overflow menu icon at the top right of the screen to open the

Contact Information dialog box where you can edit information. This works for both presence-enabled and non-presence-enabled contacts.

Select Unsubscribe to remove 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.

Select Subscribe to re-establish a presence relationship. An unsubscribed contact remains on the Contacts list and is always shown as “offline”.

Select Remove to remove the contact from your Contacts list.

When you select a Contact you are presented with their information and options to call them, instant

message them, etc.

Contacts can be marked as a favorite and they will then appear at the top of the contact list in the

favorites section.



Filters

There are four contact filters available from the Contacts tab:

All – Shows all presence-enabled and non-presence-enabled contacts.

Online – Shows only the presence-enabled contacts that are currently online.

Local Address Book – Shows the contacts from your local phone book.

Directory – Shows the contacts from a company directory (which requires a search).



Presence (UC Business & Team only)

For each contact to which you have subscribed, you can see their presence. Similarly, your contacts can

see your presence on their Contacts list.

Presence means that your friends are able to see whether you are available, for example, “I’m available”

or “I’m busy”.

You can manually set your own presence by tapping on the Presence icon from the status bar in all

tabs view. Tapping the Presence icon opens the My status screen where you can change your avatar,

personal message, and presence status.

Your avatar is the picture that represents you in your friends’ Contacts list and in chat screens.

Tapping on an avatar opens a dialog with options to select an existing image,

to take a new one with your phone camera, or to clear your avatar.

You can enter a status message in the area next to the avatar. This status text is shown in your

friends’ Contacts list.

Icon What it means

The green presence icon indicates that the user is online and ready for

communication.

The yellow presence icon indicates that

the user is online on their UC Office Desktop client, but has been idle or aw ay from their computer for more than

ten minutes.

The red presence icon indicates that the user is busy and does not w ant to be disturbed.

The grey presence state icon indicates that the user is off line and the only available contact method is calling or leaving a chat message.

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.



If you see the error message, “Chat Unavailable”, under any tab, it means that the XMPP connectivity

has been lost for chat and presence; however, you can still make calls. In this case, you should

contact your service provider.

The presence update is only triggered by appointments and meetings that are either accepted by the

user or made by them. Note that all-day meetings do not trigger a presence change to Busy – In

Meeting.



Instant Messaging (UC Business & Team only)

Chat tab

The Chat tab shows the list of recent chats since the last login. If User A chats with User B multiple

times, their discussions appear as one item in the list.

Tapping the name from the Chat list opens the Chat view (IM view) in the right pane where new

messages can be typed. Old messages are also shown.

New incoming messages are indicated with a notification badge to the right of the name. The icon

remains next to the name until the message is read.

Chats are listed so that the newest one is always at the top. Chats are not in alphabetical order and

are always listed with the most recent first.

The Overflow menu displays the following options: Start group chart, Mark all as “Read”, About,

Settings, and Sign out.

Chat

Start a chat using one of the following methods:

Tap a contact from the Contacts list to open a contact card. From the contact card,

choose the chat icon to start a chat.

From the options provided after a long press on a contact.

In the Chat History list, tap a contact entry to start a chat.

From Contact search results, tap a contact to open the contact card and then choose

the chat icon.

By tapping the add chat icon (‘+’ in a speech bubble) from the Chat tab.

When you initiate a chat, the Chat screen opens. Chatting with a contact is possible only when you

are both online. If your contact initiates a chat, you see a notification badge on the Chat tab and the

entry appears at the top of the Chat History list.



Once a chat opens, the name of the recipient is on the top bar and there is a presence icon flag before

the name. The recipient’s messages are presented in the orange background and the user is

presented in the white background.

Smiles can be added to messages by typing the corresponding character codes and by selecting

from the smiley icons, (the smiley is displayed graphically in the message area).

Active chat display:

Group Chat (Ad-Hoc Rooms)

Start a group chat using one of the following methods:

In single chat session, tap the add participant icon to escalate from a single to a

group chat.

In the Chat History list, tap a group communication entry to start a group chat.

When you initiate a group chat, the Chat screen opens. More participants can be added later to the

chat using the add participant icon. Anyone in the group chat can add participants. However,

removing participants is currently not supported.

A group chat works the same way as a one-on-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.

A group chat history is saved and is available to view later from the Chat tab.

A user can leave a group chat by selecting the Leave chat option. The chat is marked as “offline”

and the user no longer receives messages from the chat. When tapping on the “offline” chat, the

user re-joins the room and starts receiving messages. However, the user does not receive the

messages that were sent in the chat while the user was outside of the room.



The Clear History menu item behaves the same way as the corresponding option in the one-on-one

chat and removes the local history.

The View Participants button opens a dialog that shows the list of participants in the group chat.

Note that deleting a chat room is not supported.

Group Chat display: Chat participant’s display:



Audio and Video Calls

The Dial pad tab displays a dial pad and a text field used to enter numbers. The dial pad is one of the

options used to make audio or video calls. There are three buttons below the dial pad: Call, Video call,

and Dial pad menu that are configurable by the service provider. The top text field also has a delete button

that, when pressed, deletes one character at a time.

A badge notification appears on the Dial Pad tab when there are messages in the voicemail box. The

voicemail icon under digit one becomes blue when there are voicemail messages and the number of new

voicemail messages is shown in the Dial Pad tab. A long press on digit one connects you with your

voicemail box. When there are no voicemail messages in your voicemail box the icon is grey .

The dial pad menu contains the option to move a call from a Shared Call Appearance device or Call Director

number.

Voicemail Indicator

Enter number to dial

Backspace

Call Voicemail

Tap to make a video call

Tap to make a voice call

Call Move



Making Audio or Video Calls

You can make an audio or video call using one of the following methods:

Tap a contact from the Contacts list to open a contact card. From the contact card,

choose the headset icon to make an audio call or the video icon to make a

video call.

From the options provided after a long press on a contact.

From the search results, tap a contact to open a contact card and choose the audio or

video icon or by using the long press options.

Open the dial pad, enter a phone number, and tap the Call or Video button.

On the Call History list, tap a call entry.

On the Chat screen, tap the headset icon to make an audio call or the video icon

to make a video call.

Answering an Incoming Call

An incoming call is indicated with a ringtone. There are two options on the incoming call screen:

Accept and Decline. If you decline the call, it causes the line to sound busy at the caller’s end and

they know that you rejected the call.



From the In Call screen, you can perform the following actions:

End a call

Mute the microphone

Place a call on hold

Escalate from audio to video call and downgrade from video to audio call

Open the dial pad

Make a new call

Transfer a call - Attended

Transfer a call – Unattended

Swap two separate calls

Missed Calls and New Messages

When you miss a call, the notification bar on the Android device shows a note. By tapping the missed

call, you go to the History screen. Notifications, for example, missed calls or new messages, are also

shown as badges on the tab icons.

Message Waiting Indicator and Voice Mail Access

If you have pending voice mail messages, then the notification bar on the Android device displays an

icon and the message, “You have XX pending voicemail messages”. By tapping the voice mail

notification, the application dials the voice mail access number directly and you can listen to the VM

messages.

Voice mail is also accessible with a long press of the dial pad “1” key (similar to how it is on a regular

mobile dial pad). If voice mail messages are available, then the “1” key changes color. In addition,

a voice mail notification is displayed as a badge on the Call tab icon.

The number for new voice mails changes depending on how many are open or are new. The voice

mail icon in the notification area has an associated badge that shows the number of new messages.

Contact Name Lookup for Incoming Calls and Call Logs

Whenever an incoming call does not have a calling name associated with it, UC Office Mobile performs

a local contact search. If the number matches one of the contacts on the mobile phone’s Contacts

list, the name is shown on the incoming Call screen along with the alert.

When a user retrieves their call logs/history and the call log does not have a calling name associated

with it, the client does a lookup in the local contacts and populates the name if a match is found.



Call Waiting

You can have one active call at any one time if you receive a new incoming call and accept it. The

existing call is put on hold and you can change between these two calls by using the Hold and Unhold

buttons.

New Call

The client supports starting a new call while in an ongoing call. The steps are as follows:

1. Establish call with remote party. 2. Initiate second call using the new call button. 3. Select a contact then choose a number. After the new call is established, the first call is put

on hold. The active call can be toggled by tapping on the call details in the display.

Call Transfer

The client supports transferring VoIP calls to another party. Two modes of transfer are supported:

Attended Transfer – Establish a call with remote party. Select a contact then choose a number. Select the call first option. If the call is successfully established, you can talk

with the third party privately before completing the transfer by pressing the Complete button.

Unattended Transfer – Establish a call with remote party. Select a contact then choose

a number. Select the Transfer option and the transfer is completed.

Call Move

Call Move can be used in scenarios where a user has Shared Call Appearance or Call Director. For

instance, if the user has an active call on the desk phone, this can be transferred seamlessly to the

mobile phone via the Call Pull button. Depending on the application, dialing settings, and service

configuration, the call can be pulled as a VoIP or circuit-switched call to the mobile phone. There is

no interruption to the voice call.



Voicemail Indicator

Mute Toggle

Hold Toggle

Call Transfer

Bluetooth Headset Support

UC Office for Android supports the use of Bluetooth headset for incoming and outgoing calls. The

following headsets have been tested, although other devices should also work:

Plantronics Voyager Legend

Plantronics m155

Note that UC Office Android supports switching the audio source within the application between the

Bluetooth device and the phone microphone and speaker. However, answering a call, hang up, mute,

and adjusting the volume from the Bluetooth device are not supported.


For users that are assigned as an agent of a Call Centre and have the ACD option enabled for their

UC Office Smart Phone device, the Call Centre login feature includes the following functionality:

Viewing assigned Call Centres

Joining \ Leaving Call Centres

Setting Automatic Call Distribution (ACD) status for each assigned Call Centre



Selecting ‘Queues’ from the menu button opens the Queues dialog box:

This gives the ability to change the current ACD state by selecting from the drop-down list (Available,

Wrap-up, etc), and also to join or leave a particular Call Centre (configuration dependent).

Call History Tab

Call history can be accessed from the History tab. UC Office saves a call history for placed, received, and

missed calls. Call history makes it easy for you to redial and call back when you miss a call or when you

want to dial a contact with whom you have recently spoken.

Blue Up Arrow: An answered outgoing call

Green Down Arrow: An answered incoming call

Red Tick Arrow: A missed call





Side Navigation (iPhone & Android)

The Side Navigation bar is accessed by swiping from left to right on the main screen, and it contains

the following items:

My status

Call Settings

Preferences

Queues

About

Version

Help

Sign out



My Status

You can set your own presence by tapping on your personal status from the side navigation. It opens

the My status screen where you can change your avatar, personal message, and presence status.

Your avatar is the picture that represents you in your friends’ Contacts lists and in chat screens.

Tapping on an avatar opens a dialog with options to select an existing image, to take a new one with

your device’s camera, or to clear your avatar.

You can enter a status message into the area next to the avatar. This status text is shown in your

friends’ Contacts lists.

If you see the error message “Chat Unavailable” under any tab, it means that XMPP connectivity has

been lost for chat and presence; however, you can still make calls. In this case, you should contac t

your service provider.



Call Settings

The client supports the following service management features, allowing supplementary services to

be viewed or updated using the native client Preferences window:

Do Not Disturb

Call Forwarding

Remote Office

Hide number

Call Director

Outgoing calls

Simultaneous Ring Personal

Option Description

Do Not Disturb When you activate this service, all calls are typically blocked by the server and sent to voice mail.

Call Forwarding By tapping on a different Call Forw ard option, you can enter a number to forward your calls as follow s: Call Forw ard Always, Busy, or When Unreachable.

Remote Office

This service allow s the use of any phone as the off ice phone from a charging and numbering perspective. For instance, a hotel room phone can be used as the off ice phone.

Enable Remote Office and specify a phone number to be used as the Remote

Office number.

Hide Number You can hide or display your number w hen calling or communicating w ith other parties or contacts. To hide your number, set to “Enable”. To show your number, set to “Disable”.

Call Director

Call Director simplif ies communications for on the go and remote users by extending the features of a desk phone to any other f ixed or mobile device, regardless of the netw ork 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 can ring simultaneously.

You can enjoy voice-call continuity w ith the ability to move live calls from one device to another w ithout hanging up.

Outgoing Calls Choose betw een VoIP and mobile (mobile may be recommended w hen not using Wi-Fi to avoid data charges from your mobile carrier). This can be set to Alw ays Ask for per call f lexibility.

Sim Ring Personal This feature allow s you to set up to ten phone numbers that w ould ring in addition

to the primary phone number w hen you receive a call.

Please note that the ‘Own phone number’ option in the ‘Call Settings’ section is not currently being used in UC Office. Entering and saving a phone number here will have no effect on the

operation of UC Office.



Preferences

The client supports the following preferences:

Troubleshooting

Remember password (note that this is disabled until Remember password is checked)

Sign in automatically

Automatic Sign In

The user can choose to sign in automatically with UC Office with a default account when the client is

started. Together with the functionality to start UC Office automatically at system startup, this makes

it easier for users to remember to sign in and be available for communication.



My Room

My Room is an always available and a permanent room that you can use to chat with anyone that

joins.

My Room is accessible using the My Room icon in the Tab bar.

You can add more participants using the add participants icon or they can join your room from your

contact card. Once participants join the chat room, they can tap on the Call button of that screen to

automatically join the conference.

My Room uses your permanent chat room, permanent collaboration room, and a conference bridge

(audio or video). All My Room sessions start as chats but a call can be added to the session while in

progress.

Others join your room by clicking your name on their Contacts list and selecting Join Room from the

contact card.



Search Enterprise Directory

The client supports a search of the enterprise directory. The search is performed in a separate input

field in the Contacts tab. Tapping the search icon opens the search view and after a search, the

enterprise directory search results are displayed with the names and numbers.

The default starting screen for a search shows the screen when the user has pressed the search

icon. Typing in characters starts the filtering process through the contacts. The search is performed

in both the XMPP contacts lists, as well as the directory list. Pressing the back key minimizes the

keyboard, hides the search bar, and empties the search result.

A long press on a name opens the context menu and hides the keyboard but keeps the search bar

with the characters. A short press opens the contact card.

The context menu contains the following options for the directory list:

VoIP call

Video call

Contact details



Multi Device

UC Office provides support for users with multiple devices. This includes several features:

Chat invitations are sent to all devices. 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.

Retrieving one’s own presence notifications, when another client updates the user’s

presence. The client updates its own status based on the information it receives from the server.

Accepting a shared 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. If the contact

blocks the invitation, there are presence notifications from the server to all of the user’s clients indicating that the subscription was terminated, and this information is shown to the user. If the client receives two presence authorization requests from two or more

devices for the same user, it only shows one request to the user.

Removing a contact from a Contacts list in one device is recognized in another client,

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



Troubleshooting

Common Q&A

Why can’t I change my 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

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. You should contact your service provider if this persists.

Why am I offline?

If you have selected “Offline” status you will be 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 enters an

offline mode where 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 y our

camera.

Why can’t I change my username and password?

Username and password editing is not supported in the client. To edit your username or password,

access the Business Portal or contact your service provider.

In the preferences, the client supports changing only LDAP and desktop share credentials.

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 has to 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 1-1 chat messages are saved, but only locally, so they will not necessarily be available in your

other devices. Incoming messages are sent to all devices but the ones that you send are only stored

in the device which you are using to send the message.

I cannot login to UC office on my smartphone device?

UC Office requires a User to enter the correct Username and Password and have a current UC Team

Add-On applied. If the Username and/or Password are incorrect or the User does not have the

required Add-On then an appropriate error message will be displayed at the login process. If you

are sure that the provisioning, login and licensing is correct then please check network connectivity,

and the Requirements section of this document including Network and Firewall Requirements.



Product Support & Fault Handling

CPs are required to undertake all 1st Line support directly from their customers. WHC will then provide

2nd line support direct to you (our customer) and will liaise directly with our internal and external

suppliers for 3rd line support.

Application Queries

If you have a query on how this application works or need any other guidance then please contact

the WHC Support Desk by using the fault ticketing system on Business Zone.

These types of queries will be classified as Priority 4, Informational ticket and will be responded to

in less than but no more than 5 working days. Mon – Fri 08:00 – 18:00hrs (excluding UK public and

bank holidays). Where there is a fault please raise the appropriate ticket using the appropriate Priority

Level as per the following:

P1, Critical Outage – Problems severely affecting the Service, traffic, billing, and maintenance

capabilities, and which require immediate corrective action. Target response is less than and no

more than 2 hours. Target restoration time is less than 4 hours (clock hours). Response and

restoration of Severity 1 tickets will be undertaken on a 24 x 7 x 365 basis.

P2, Major Impact – Problems that cause conditions that seriously affect system operation,

maintenance, and administration, and which require immediate attention. The urgency is less

than in critical situations because of a lesser effect on system performance. Target response time

is less than and no more than 4 hours (working hours). Target resolution time is less than and

no more than 8 hours (working hours). Response and restoration of Severity 2 tickets will be

from Mon –Fri, 08:00 – 18:00hrs.

P3, Minor Impact – Problems do not significantly impair the functioning of the system and do not

significantly affect the Service. Target response time is less than and no more than 8 hours

(working hours). Target restoration time is less than and no more than 24 hours (working hours).

Response and restoration of Severity 3 tickets will be from Mon –Fri, 08:00 – 18:00hrs.

P4, Information - This severity is restricted to “How To….” Questions and therefore handled as

non-service impacting. Target response time is less than but no more than 5 working days. Mon

– Fri 08:00 – 18:00hrs (excluding UK public and bank holidays).

BTW shall aim to provide a solution within the above target t imeframes. For P1, Critical Outage and

P2, Major Impact issues, WHC will aim to provide a temporary solution to temporarily fix the fault with

the Service while a permanent solution is developed.



Pricing

The UC Desktop Application, UC Business and UC Team are chargeable Add On’s, whereas the UC

Office Smartphone Application is included in the Mobile User license pack.

All pricing is available from within the WHC Pricing charge books which are provided at the point of

contract signature, and available to download from the WHC document centre. If you are unable to

locate these then please raise a P4 support ticket.

The information in this publication was correct at time of going to print. We may make minor alterations to the

specifications of products which do not affect their performance, and may vary prices and delivery charges. The telecommunications services described in this publication are subject to availability and may be modified

from time to time. Services and equipment are provided subject to British Telecommunications plc’s respective standard conditions of contract. Nothing in this publication forms part of any contract.

© British Telecommunications plc 2014. Registered office: 81 Newgate Street, London,

England EC1A 7AJ.

Documents

UC Office - Morecom€¦ · UC Office has 5 variant products, some available for free, some available as a chargeable add-on to the Fixed User or Mobile User license packs: UC Office