Samsung Xchange for Mac – User Guide
Contents
1. Telephony g Intertac i Lise TLS Encryption ice Server 10 0 0 107 WM 35 Contacts Add new Do not login Login automatically Specified username and password Usemanme Password Save Cancel E_S The next choice is the User mode This allows Xchange to support a number of different operations Most users log in to their Mac as a name or username that is the same or similar to their own name Or in other words they log in as a name that uniquely identifies them Xchange can take advantage of this to associate this user name with the extension that the user is logging in as This behavior of associating the user and the extension number gives Xchange some powerful functionality such as hot desking where other others can reach you by name even if you temporarily use another Mac If you like this functionality but don t use unique usernames i e you log into your Mac as something like user or technician then you can still use it by manually declaring your username and password on the User tab Your administrator will have to create a user on the telephony server for you first Finally if you want to be completely anonymous as a user on your network then you can choose not to log in Be careful if you use this though because there are some features in the software that require a logged in user to work www samsungbusiness com Think Smart2. ve seen what you can do with a connected call Can you interact with other calls Yes when a call is ringing you can choose Chris Human to answer the call or Deflect it transfer it without answering it to 01234 567 89 another extension Deflecting a call is done a manner similar to 198 transferring calls If you want to use this feature then why not go BRABUS ahead and try it out now Phone in from your mobile and see how it works and then you ll be ready if you need to deflect a call for real Deflecting calls is not just used to avoid work If you are already on the phone and someone else phones you then you can use Deflect productively to move the call to a colleague who can tell the caller to wait for you to become available You can also put calls on hold Depending on your telephone system configuration this means that the other person should hear music When you are ready to talk to them again use the Unhold button Remember the Hold button is not for transferring calls It is purely to pause the call If you want to transfer a call that is on hold then first you will have to take the call off hold first www samsungbusiness com Think Smart Think Samsung Page 8 CTI Application Address books and contacts The Address book window is accessed from the Address eoo Address book book item on the dock menu icon It provides access to a eS T company shared address book Unless you re the first
3. Think Samsung Page 13 CTI Application Interface settings The Interface page allows you to change settings relating to the look and feel of E erae the software including actions that r En 2 happen when calls take place Events ne Dee i Select the sounds to play when calls are received To have the software start automatically co New message when you log on to IOS put a tick in the tickbox The setting will take effect next Select the sounds ta play when calls are received time you log on to IOS a en Language packs are available for the 7 Log fare speaker wher call e oicgrest software to change the language of the user interface By default the software is s ee Fuzi in English however you can change the language used by selecting from the Language dropdown list If your language is not in the list contact your reseller to find out when it will be available Any changes you make to the language will take effect next time you start the software The last section on the Interface page allows you to choose a sound to have your computer play when your phone is ringing and or you have a call waiting This can help you to uniquely identify that it is your phone that is ringing and not a colleague s You can also tick the box to have your computer s sound automatically muted whenever a call is in progress which is useful if you listen to music or Internet radio while you work
4. giving you a more professional appearance Integration settings The Integration pages allow you to see D gt i Configuration and modify the databases that you have set up integration with Integration means Telephony Interface Select the type of apelication to integrate to the database will be searched when calls 05 Contacts Salesforce happen to convert telephone numbers to ri r into names and the database will be p searchable manually from the Address n Book window and contacts that are found in the database can be popped To make a new integration click the Add T Log new item select the type of database from the dropdown list the first time you ane Ss enter this screen you may have to wait a www samsungbusiness com Think Smart Think Samsung Page 14 CTI Application few seconds as the software scans to find out what integrations are available To modify an existing database that you have set up click its name in the list You can also click its name and then click Delete if you no longer want integration to that database When you are done click Save The new integration will be available immediately Events settings You can make the software either show the Presence window or pop the contact when certain events happen Just select the relevant action from the relevant dropdown list On ringing On answer or On outbound You can also turn o
5. or you can use Call Contact DisplayTel to get the formatted number To help testing you can use the word Message Box in the Program entry if you want to show a message box with the translated Parameter output Finally a custom button can be added to the preview window allowing a user to control application popping in the same way as for standard integrated applications www samsungbusiness com Think Smart Think Samsung Page 15 CTI Application Versions amp Log settings The chances are you will never need to look at these pages but it is best you know what they are for just in case Most software these days consists of several small programs and libraries that form a whole and Xchange is no different The Versions page lists the version used for each component part that makes up Samsung Xchange This information can be used to track down any rogue element that perhaps hasn t updated correctly or to provide clues to a problem s ec i Configuration n 7 SEE Samsung Xchange interface Version 2 3 15 05 A Events ka OS X Contacts File Version Add new Samsung Xchange 2 3 15 05 Ag nigy Samsung Xchange Framework 2 49 15 05 W Versions Log Ae Install Safari Plugin Wi zu ir b a m a cause If you are experiencing any problems or need to install re install the Safari plugin necessary to dial from the web browser click on the Re install Safari Plugin
6. al OO Yesberday telephone number of someone who you spoke to ie en in 154502 334 Jahn 7s Rinmi recently The Call History window is accessed from the 154345 3249 John is Missed i gt 154217 164560211911 Lo cull rete iia I Call History item on the dock menu As well as 1532 48 3847 Berw es No ans BP 153203 grriT Toneta Miota services 49s In reviewing recent activity you can dial someone from the list by clicking on their telephone number and you can access their contacts record here by clicking on their name we saw this in the Address Book section It s good practice to store the names of people when you speak to them especially if you re likely to speak to them again By default the Call History screen returns the 50 most recent calls The next 50 can be accessed by pressing the page right button in the bottom right of the window Also to aid readability you can hide and show individual days from your history by pressing the expand collapse button to the left of the date www samsungbusiness com Think Smart Think Samsung Page 10 CTI Application Presence In its most basic form the Presence window provides a quick way to check the availability of your colleagues The Presence window is accessible from the dock menu When you first install Xchange then the Presence window should contain a list of all the extensions unless your administrator has chosen a different arrangement If you click on one of
7. en person to use the software at your company then there necro gaat me are probably some entries already in there Go ahead and _ meee have a look Don t worry about filling in any of the boxes just press the Search button at the top and see if there are any entries already there No none in there No problem we ll add one now If you did see some entries we ll discuss the results page shortly But first we re going to add another entry e At the top of the window press the New Contact button This will present you with a blank Contact window Enter a name company and phone number in the relevant boxes All of the boxes from the Contact window including the Notes box at the bottom 2 E OO Ares boo 0 can be searched You can also interact with some of the Save To Shared Address Book 7 arch boxes to make a call send an email etc When you re Name Town Company finished press the Save button and we ll search for your ae J arm new entry Phone 2 Address book If you have enabled the OS X Contacts Apple earch Save To Address Book integration in Xchange you can test Company search through Contacts right inside the Apple Phone 1 Address Book and access the search results just as ee Phone 3 easily as the Xchange Shared Address Book Address Toram Back at the main Address book window enter Postal Code search criteria to find your entry Most of the Website Ermal t
8. the messages Leave this blank to show every message Delete message Click on the message to delete and then click this button This cannot be undone so use with caution Conversations Click on a conversation to display it in a new chat window You can continue a conversation once it s been reopened Page Use the arrow buttons or type the page A number you want to view into the box New fie J From Today PATRICK ADAIN WENDY ADMIN www samsungbusiness com Think Smart Think Samsung Page 12 CTI Application Settings and configuration The Settings menu contains many options that you can change to improve your enjoyment of Xchange Let s take a look at some of the more common ones If you select Preferences in the Samsung Xchange top menu bar then you are given a page with with options on the left hand side Telephony settings When you first install Xchange it takes you through an installation phase where you need to tell it your telephone server s address and your extension number When it does this it presents the Telephony settings page of the Configuration window so you may whave seen these before Youre not likely to change these settings but you might as well know what they do The first option Server contains the details of your telephony server The Extension option contains the local user s extension number ces Configuration
9. CTI Application Samsung Xchange for Mac User Guide Winter 2013 v2 3 SAMSUNG CTI Application Contents Welcome to Samsung Xchange IOS Desktop Client ssesenssseenssreessrrrssreresererssreresrrrrssreresererssreresrrersseerese 3 How tolnstall Samsung Xchange un tire 3 IV CS I a E ET E E 4 Toe DOCK NU ee ee ee EE E TE 4 TEMENDA e ea EE recone 4 PrE VI W WINTON ee ee a E E 5 What would you like to dO soessesesesesessesesrrresrreresrrresrrereserressreresrrressreresreressrerssrereserersseeresererssrereserersseeeo 5 PVA UIC Sa ae ae nee ee ee 6 FA GONE er Eee re nee 7 MIOTS CA CORE ee een 8 Address DOOKS and CONLACH Sa a ee ee 9 Storing contact details whenon Sa Allee en ee ee ee 10 EN soi ee ee ee 10 PIE ee ee nee ee ee 11 MESSE INS nennen ee een Teen 12 MESSIBE FIT O ee er ee ee een 12 Sening and CONFIE Ura er ee ee ee 13 TEIEDNONY SEELE ee een een E 13 mer e eE ee ee a ee a ee ee cesar ctseuerees 14 SACO SELLER een ee Innere 14 BY SES SOUS ee ee I er 15 Versions amp Log setting S erisaienuieidrnn a T EE 16 www samsungbusiness com Think Smart Think Samsung Page 2 CTI Application Welcome to Samsung Xchange IOS Desktop Client Samsung Xchange for Mac has been designed to make your phone easier and more convenient to use It can do this in a number of ways and this document will show you how But first let s dispense with the formalities Samsung Xchange for Mac is a bit of a mouthful isn t i
10. apply a name to the person you are speaking to This is covered in a later section Address books www samsungbusiness com Think Smart Think Samsung Page 7 CTI Application It is also common to use this screen to perform a transfer of the current call to another extension or user To do this you must be connected to the call as opposed to it being on Hold or Ringing When you are connected then the Actions list looks like the above example To transfer a call you do NOT press the Hold button The Hold button has a different purpose more about his later Instead you either press the Consult or Transfer button You choose the button according to whether you want to speak to the other person Consult or not Transfer You are then presented with a screen but with the word consult or Transfer at the top Your call is not B00 Consult Call on hold at this stage yet but when you are ready Consult type the number to transfer to or choose one of the dialing options and Transfer Call if you are Consulting then the original Transfer call will be put on Hold pending transfer the pending transfer bit is important If you are transferring then the call will be put straight through remember to say goodbye first When you have finished talking to your colleague you can either click Cancel to return to the original call or click Complete to transfer the original call to your colleague More call control We
11. bs Auenkill Pasioni Security Pracy Keailscabone Brest Advanced Extensions are created by third party developers to customize and nhance your web experience or on SafariPhoneExtension 1 0 Hvi Turns phone numbers into hyperlinks for easy dialling 2 from the web i Enable SafariPhoneExtension Urinal cel on a bill which alread z fared Dial 0600 500 005 cee call on a bill which alread lesed Dial 0800 S00 O05 Freaphone BET Thing paco 500 005 Re on Yes you can then enable or disable this feature by a click on a telephone button Click on the hyperlink e g 0800500005 to dial the number Call Control By now you will probably have seen the call area at the top of the Presence window a number of times It appears when you make or receive a call Let s take a moment to review the items on the area The Preview window contains contact information call state and some buttons to perform call control 01234 S67 Bo Close button Use this to make the Preview window disappear more immediately Contact information The telephone number and name of the other party 195 a Call duration Time duration of the current call ARLE GI CL Call control actions Use these to interact with the call As you can see Preview window allows you to interact with the current call in a number of ways One of the most common ways is to click on the new contact or Edit contact button to
12. button and follow the steps as described in the Making Call section Configuration Name Type State 201 Device On hook Copy to clipboard Save Cancel S C dQ The Log page performs a similar function in that it displays information that is useful in the event of a problem The Devices list shows the devices that are being used this could include hardware and any apps that you have integrated with Xchange The panel below shows the Log entries By default logging is turned off but you can turn it on by ticking the Turn on logging tick box Once enabled the log keeps a record of what Xchange attempts to do and whether it was successful or not This information can be very useful when troubleshooting an issue click the Copy to clipboard button and paste the info into a document www samsungbusiness com Think Smart Think Samsung Page 16
13. ime you can find the results that you want by Notes entering text in the search box and pressing Cancel Search Press the Search button and after a short delay you ll be presented with a list of results From this screen you can click over the contact and then Dial the telephone number email to it or click Show contact to edit or view their details www samsungbusiness com Think Smart Think Samsung Page 9 CTI Application Storing contact details when on a call If you ve made or received an external call using the Preview window you ve probably noticed that when Xchange doesn t know who the Se other party is that you re speaking to then it will show a town or location name instead B amp Zs It does this in an effort to be helpful but if you really want to help yourself then you ll add a name to the contact for future use How do you do this You press the New contact button on the right hand side of the Preview window You already knew this didn t you You can then store the caller s details for future use If you have enabled the OS X Contacts Apple Address Book integration in Xchange you will have a choice of saving the new contact details in OS X Contacts or the Xchange shared address book Call History Once you ve used Xchange for a while you will come to 8 0 6 Call History mal rely on the Call History It s a great way to find the panies ink L ma Someta Laon
14. ing Sometimes calling a colleague isn t an option but you really need to get in touch with them perhaps they are on an important call so you don t want to interrupt but have important relevant information That s where Messaging steps in to help out You can use the integrated chat window to communicate with them without tying up their line or having to interrupt a connected call To start a conversation open the Presence window then right click on the extension or user you want to send a message to and click the Send Message option on the pop up context menu Conversation All of the previous messages in the conversation are displayed here in chronological order Just click on any hyperlinks to follow them Chat WENDY To box Names numbers of the message recipients are typed here or you can use the button at the end of the box to add them see Select Peer Multiple recipients should be separated with semi colons Text input Type your text here and press Enter to send your message Hyperlinks can be typed or pasted and are formatted automatically Message History When you need to refer back to conversations you ve had in the past you can view the Message History It s similar to the Call History except you can go back to the conversation and read every word New message Click here to open a new chat window you ll need to add all recipients manually though Search text Enter the text to search for within
15. n or off the unobtrusive Preview window for all calls by ticking or clearing the box The software can also be configured to run one or more custom executable on selected events To configure this press the Add button and following information configure the The Event list is BOF Configuration General Events q Telephony Select the action to take place when calls happen W Interface On ringing No action 7 4 Events On answer IMoaction action On outbound Show contact Preview window Shichi BEA r Cal noth Cation VA os xe niitis F Add mow Use following external programs when selected events occur Event Preg ram Par Greed ry i Versions Log Gawe Cancel u U used to select the event on which to run the program application The Direction list is used to select when it is either an incoming or an outgoing call The Calls lists can be used to restrict events for internal external or both The Parameters box allows you to either choose the command line arguments for the program or in the case of a browser the URL to load When using a URL make sure that you include the URI scheme i e HTTP Then you can include in the Parameters any number of values from the call For instance to output the caller s telephone number you can include Call CallerContact Tel To use the telephone number of the remote party as opposed to the caller who may be the local user you can use the syntax Call Contact Tel
16. o use this information Call History Taking a look at your call history and what you can do with it Presence window Publishing your availability and seeing if other people are free Messaging Chatting via the built in instant messaging client and reviewing previous conversations Settings and configuration How do you configure Xchange to get the most out of it www samsungbusiness com Think Smart Think Samsung Page 5 CTI Application Making calls So we re going to look at ways of making it easier to call people But at the same time we don t just want to use technology for the sake of it So where do we start Well the best way to do this is to look at the different ways that you might get the number that you re going to call and then look at the best way to call them For instance you might be browsing the internet and see the telephone number of a company who you d like to call In this instance the most natural thing would be to click on the number to dial them We call that internet dialing Or if you are using your OS X Contacts Apple Address Book and you have a contact s details on screen you don t want to have to lift your handset and dial the number by hand There s a much easier way now So when you make calls where do you get the numbers from Let s look at some possibilities From a piece of Well you might as well lift your handset and dial the number on your telephone paper keypad But if
17. re display it simply click once on the green circle Let s review the main parts of the window Close button Use this to make the Preview window disappear more immediately 01234 567 89 lt Contact information The telephone number and name of the other party ARBRE Call duration Time duration of the current call Call control actions Use these to interact with the call Using some of these will display the main Presence window The actions at the bottom of the Preview window adapt to the state of the call The example picture shows the actions that are available when a connected call is in progress What would you like to do Are you still with us Congratulations Many people just go straight to the software and figure it out from there But you know what They re missing out This is where we show you how to get the most from the software Plus it s presented in a topic by topic way so you can read the sections that you re interested in first So what would you like to know Have a look at the choices below They are presented in a logical order based on the tray menu They are not necessarily in order with the most interesting first so feel free to skip over any that look dull Making calls How many different ways can you make calls Which are the best Call Control How can you control calls from your Mac What is the best way to work Address books and contacts How to assign names to callers and how best t
18. t So let s simply call it Xchange from now on How to Install Samsung Xchange Xchange software can be either downloaded from a website or provided on a CD in the form of a single dmg file which will look something like this SOCI A TE er ET tp You then insert or mount the disk image onto the machine by double clicking on the file Having done this the disk image will appear as another device in the Finder see below DEWICES Remote Disc ii Wireshark i Teaniviewer h Team Viewer i Handdrake 0 9 3 m Samsung Achange Slo ie ib ir l Double click on the Samsung Xchange device Now you ve got two options you can either drag the file across to desktop or just move it to the Applications folder To do this simply click and hold the Samsung Xchange icon and drop it on Applications folder or the Desktop BE Samsung Xchange Applications ASETE SAMSUNG ilig That s it you ve just installed the Xchange software on your Mac To run the application simply double click on the Xchange Application icon from the Applications folder or Desktop www samsungbusiness com Think Smart Think Samsung Page 3 CTI Application Where is it Xchange is designed to be discrete Always running and providing useful information as you need it yet at the same time not annoying and interfering when you re trying to work So most of the time Xchange sits silently in your desktop dock or men
19. that s the case then you should think about storing the person s name in Xchange and then next time you can find them more easily Alternatively you could double click the green circle in the top right corner of the main menu bar and enter the number in the Make call box You can even use the backspace key if you type it wrong Hit enter or click on the Call button to make a call When running Xchange will monitor Clipboard the clipboard and if you copy dialing something Xchange thinks is a telephone number then Xchange will auto populate it and display a tiny clipboard next to the top green icon showing that it is ready to make a call Double click on the icon and B00 777462 hit enter or click on the Call button to dial the number oe m Make call www samsungbusiness com Think Smart Think Samsung Page 6 CTI Application You can configure Xchange to search your web pages Safari only for telephone numbers to dial It won t find all of them unfortunately but it is good at phone directory searches because it is optimized to understand this kind of page To turn this functionality on you need to install the Safari plug in The first time you will open a web browser after installing the Xchange you will be asked to install SafariPhoneExtension 1 0 click From a web page Extensions 1 re en Fi P vo J ri ae ka BS ea 2 a ig General Backen Ta
20. the entries in the Presence list then a context menu should appear Assuming that you are not already on a call then the menu should contain the Make call item By choosing this action you can then dial the extension directly Some colors that you might see on the Presence list are solid red which means that the extension is engaged on a call and fluttering yellow which means that there is a held call at the extension solid grey means the extension is offline Offline amp Held instead Clicking the Send Message option on the context menu will open the integrated chat window Then you can send instant messages directly to that user or extension Full information on messaging can be found in the Messaging chapter www samsungbusiness com a 0 8 3 201 lan Deacon ch kd Enter message Telaperone No Department om a 200 20 B 2 Presence Name Depanmeri lan Deacon Wendy Aaa Patick Mace Libby Meinmyre The Presence window settings allows you to change the list view from extensions to users The other styles that you can choose instead of extensions is Users The user list is for hotdesk oriented sites These are sites where staffs move around and hence the list is oriented toward who is available and where they are rather than which extension is available In user mode the Users are shown as colored chess pawns Think Smart Think Samsung Page 11 CTI Application Messag
21. u bar waiting for you to click on it So go ahead and click on the Xchange icon which is a green circle or red if you re on a F A call and the tray menu should appear PLEASE NOTE the application must be connected to the Xchange server see Settings and Configuration The Dock menu Presence Click to open the Presence window and ene see availability and call status of your colleagues Address book Messaging i Address book Click to open the built in address Call history book and access to your contacts Options Messaging Click to open the message history and Show Al Windows to send new chat message to your colleagues Hide amip Call history Click to access the call history and see your fifty most recent calls arranged in reverse date and time order Quit Use this to unload the software The menu bar ERS Ee Window Help Configuration Contains options to change your About Samsung Xchange user experience and configure CRM packages to Configuration x integrate with Hide H Hide Others HH san Quit Use this to unload the software Quit lt lt www samsungbusiness com Think Smart Think Samsung Page 4 CTI Application Preview window Make a call to your extension and the Preview window should appear It contains much of the information about the call in a compact format Plus it will disappear shortly after a call connects To
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