Integrator Soft Client User Guide
Contents
1. Integrator J Contact information the telephone number and name if availabile of the L Mobile services P 07848 025 546 E Hangup calling called party lig Hold E kohde anoe Consult Actions these buttons to interact with the current Transfer call Call information other 3236 Jamie Muir information about the current Outbound call Caller Direction Soft Client User Guide v1 0 You use the Phone window if you want to control calls or show contacts After you ve used the software for a while though you ll probably prefer to use the Preview window as it can be more convenient and less intrusive Preview window The preview window will appear when a call is ringing or answered and will look similar to the below Like the Phone window the actions at the bottom of the preview window adapt to the state of the call The example Et picture shows the actions that are available when Mobileservices KR 07648 025 546 connected call is in progress Close button use this to close the preview window immediately Contact information the telephone number and name HN Hangup BB if availabile of the calling called party Making calls Call control actions use these Integrator offers several ways of making calls using your buttons to interact with the current PC without the need to pick up your handset and dia2. From there select Telephony and enter your username and Zen password The directory mode will default to group we ll touch on tas tater in tne Presence section b Events e irectory mode You ll also need to specify your location select your Country integration ect your location and area code from the drop down list and click Save you ie should now be ready to go rem geet Select the description that best matches your method of use Everyone who uses this computer uses the same telephone Everyone using this computer uses a different telephone or this is a Terminal Services Citrix installation Passwords A single password that is separate to a user s Horizon portal password is generated per user by the system for use with ALL software clients Integrator Integrator CRM desktop soft client and the mobile soft client 11 a user is using more than one client Integrator and the mobile soft client for example then only the assignment of the first client will result in a password being generated this will be received before a confirmation email with download instructions For all subsequent clients only the confirmation email will be sent Integrator Soft Client User Guide v1 0 Settings and Configuration The Configuration section contains many options that allow you to customise your installation of Integrator The following wil
3. The amount of data transferred during a call will be dependent on codec used Wi Fi Networks We cannot guarantee the call quality when Horizon calls are made over Wi Fi owing to limitations of Wi Fi as a transport mechanism for VoIP packets We also expect the quality of Wi Fi connections to vary office Wi Fi home Wi Fi and public Wi Fi hotspots and consequently you need to consider how Horizon is used over Wi Fi and your expectations must be set accordingly Integrator Soft Client User Guide v1 0
4. Lo Home Leads IRC Accounts Opportunities Reports Dashboards Documents AccountLocations Console Contact EGamma James Bushel A Son fees 0600 06 0 Oppomunties Ni Cases N Oper Scivten Sib History HIME Emel Status i i Hotes Azachments Edi Clone Request Update Pa Gibds Changa Phone 03332403072 James Bushell 07876144227 Senior Product Manager Other Phone To Mew Org Chat James Bushell Gamma James Bushel ve 07876 144 227 Ze gt 3072 James Bushell Tag Q rage DR A Bes Integrator Soft Client User Guide v1 0 Service limitations The following service limitations should be carefully considered when using the Horizon soft clients 3G and 4G networks We cannot guarantee any aspect of setting up and conducting a Horizon call over any mobile network whether using a Horizon mobile client or a desktop client on a tethered laptop Mobile networks provide no prioritisation of signalling and voice payload packets and some networks will either block or slow down VoIP packets Before you report a call quality or availability issue on a desktop or mobile client please ensure you have checked that a mobile network is not being used to connect to the platform as we are unable to provide support for such incidents Using the clients over 3 4G will consume data that may either result in charges being raised by your mobile operator or be counted against your monthly data allowance
5. from the relevant dropdown list On ringing On answer r On outbound You can also turn on or off the unobtrusive Preview window for all calls by ticking or clearing the box Integration to Microsoft Lync allows you to update your Microsoft Lync state when you are on a call By ticking the box your Microsoft Lync status will change to In a Call when your extension is on a call amp Interface Dialling b Events Telephony Integration to Microsoft Lync Update Lync state when on a call Note Your Microsoft Lync status will only change when your PC is powered on and Integrator is running Integration settings The Integration pages allow you to see and modify the databases that you have set up integration with Integration means the database will be searched when calls happen to convert telephone numbers into names and the database will be searchable manually from the Address Book window and contacts that are found in the database can be popped Please refer to the individual addin guide if you wish to add a database Na General Telephony e Interface Dialling Fanney Graton ACT Select the type of application to integrate to Configuration Database Version ACT 2013 or newer Username Password Entities Contacts Companies Integration test Telephone Result Int
6. may include EE You are then presented with a screen similar to the Make a call screen but with the word Consult or Transfer to the right of the Number field Your call is not on hold at this stage but when you are ready enter the number to transfer to then click Consult to place the current call on hold while you speak to the other party You can then press complete or cancel Call Connected Transfer to put the call straight through to the other party Mobile services 07848 025 546 egen amp DER B Complete Note all the call actions on the main phone window can also be accessed via the preview window that appears next to the Integrator icon Integrator Mobile services Ringing call amp 07848 025 546 A ringing call Can be either en Location Mobile services Answered which will answer the call on your Horizon phone t Deflected which will give you the ability to direct the call to an ama 323 Jamie Muir alternate number Integrator Soft Client User Guide v1 0 tee re Features The Features menu provides you with options to control the behaviour of your phone There are three options available from this menu Call settings Set Forward and Set Do Not Disturb Recent Set forward all Set Forward All allows you to enter a number that will be called when someone calls your e
7. A ei ER D D BR ole r E Scheduling Assistant 2 Tentative Save amp Delete Propose Respond Options Tags Zoom Close X Decline New Time S gt Actions Respond Occurs every Wednesday effective 08 01 2014 until 26 03 2014 from 11 00 to 12 00 Accepted on 07 01 2014 08 07 Conflicts with another appointment on your Calendar Preedeep Das Sent Mon 06 01 2014 22 21 Horizon Dev and Net Eng Meeting Organizer Subject Click to Dial Location Start time Wed 19 02 2014 End time Wed 19 02 2014 12 00 E Presence with Click to Dial You can monitor up to 20 extensions defined by user as well as make calls and transfer calls to colleagues This is very similar to Busy Lamp Field functionality 3072 James Bushell amp AS Telephone Name State Direction Forward 4 169LondonOffice 3432 James McFadyen On hook Off 3167 David Beale On hook Off 4 169Manchester 3211 Samantha Russell On hook Off 3206 George Kinsella On hook off 4 169NewburyOfii 3182 Roderick Jamieson On hook Off 3316 Paolo Imbalzano On hook Off 3036 David Hitchins On hook Off 3048 Andrew Belshaw On hook Off 3475 Barry Keegan On hook Off 3296 Perumal Ramam On hook Off 3112 Rob Davis On hook Off 4 365Manchester 3435 Stephen Proctor On hook Off 3236 Jamie Muir On hook Off 4 365NewburyOffi Q 3323 Timothy Hill On hook 07738628347 3017 Alan
8. Mackie On hook Off Andy Morris On hook Off Integrator Soft Client User Guide v1 0 Microsoft Lync Integration You can see updates on Lync when you re on a call or when Do Not Disturb DND is set James Bushell X Inacall Free until 13 00 James Bushell H x Do not disturb Free until 13300 Head of Product Lines Product Support L S J Head of Product Lines Product Support x a E M Ka e E Please note that updates are unidirectional from Integrator to Lync Call Preview This will display the caller or called party name in the Preview or Phone window when a match is found in the shared address book or integrated application s The icon for specific application s is displayed and in this example it is Outlook and Salesforce You can then click on the icon to pop the Contact lan MacPhee Gamma Mr Ian 07989 359 494 7 3145 Ian MacPhee amp DR Rss Salesforce Match Outlook Match Contact Popping When you receive a call you will see the calling party contact popping on screen if saved in the relevant application Outlook or chosen CRM A A O D https eu3 salesforce com 0032000000rmJBBAA2 ev Ht Apps C Product Management Portals C Gamma C Personal C Social C Industry C Gamma Systems C 8C a Outlook lindjam DI Googie Calendar MI Google Mail C Other bookmarks Gamma sanen manemo 00000
9. e you copy a telephone number to the clipboard and the software detects it Web page dialling where the software automatically scans web pages in Internet Explorer or other supported web browsers and converts anything that looks like a telephone number into a clickable hyperlink and adds new buttons next to telephone number fields that you have told it about Application dialling where the software adds new Dial buttons to applications that you have told it about Select the methods of dialling to use V Clipboard dialling Web page dialling Application dialling TAPI dialling requires restart Focus dialling applications and web sites to use dialling from Application Domain Form Page Edit Remove kl Export Choose the criteria to use when searching for valid numbers Minimum length Maximum length Must start with 1 Advanced rules amp dialling where any application that supports Microsoft TAPI Telephone Application Programming Interface can dial through Integrator Focus dialling dynamically recognise any numbers in textboxes that looks like the phone numbers and allows to dial that number out Integrator Soft Client User Guide v1 0 Events settings You can force Integrator to either show the Phone window Or f Horzonintegrstor Confguam pop the contact when certain events happen Just select the relevant action
10. egrator Soft Client User Guide v1 0 The Basics Tray menu Right click on the Integrator icon in your notification area If you re sitting in available it ll be a green circle if you re call it will be red a yea 25 03 2014 This will open the tray menu which should look like this From _ the top down we have cn Quick dial box you can type a number to dial or enter name to find a contact Features S Recent menu quickly see recently dialled numbers a and click to redial them zl Presence GF Address Book tf Features menu amend call settings such as do not disturb and call forwarding Call History s Configuration r Phone opens up the phone window covered in more detail below sij Exit Integrator t Presence opens up the presence window covered in more detail below Address book you can search for a user in your company directory or one that s in a connected CRM tf Call history opens the call history window that details your recent incoming outgoing and missed calls Configuration used to configure which CRM packages you integrate with Exit use this to exit the software Phone window The phone window can be accessed by either selecting it from the tray menu as shown above or by double clicking the Integrator icon in the bottom right of the screen The screenshot below shows the window during an active call
11. ial Call History cccccccccsceccceeecceeeeseeeceeeeesaueneeseeeeeessseaesseeeeeessseeaaseeeeeeeesssaasseseeeees 13 Click to Dial Clipboard Dialling cccccccccssseeecceceeeeceeeeeeeeeeeeeseaeeeseeeeeeesssaeseeeeeeeeessaaaeeseeeees 13 Click to Dial Web Page Dialling E 14 Click to Dial Te FEB ST 0 ESS RUNNIN EOS TERRIER RI 14 Presence with Click to A e EE 14 Microso Lyne MIS gratio sita aka a a a a A aa hla 15 KEE 15 SOn ODIN ee ene eee 15 EES EEN tee 16 BING AG 16 NEE 16 Introduction Horizon Integrator has been designed to make your desk phone easier and more convenient to use It can do this in a number of ways and this document will show you how Integrator 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 for most of the time Integrator sits silently in your tray menu waiting for you to click on it Note In Windows 7 some tray icons become hidden and expressly have to be shown These settings are stored in the Notification Area Icons part of the Windows Control Panel and will need to be updated locally Installing the Integrator Soft Client Once you have been allocated the feature by your Administrator you will receive an email emails from the Horizon system The confirmation email will contain a link tha
12. l will display the main phone window Below are a few real life scenarios of where you may have a number stored that you d like to dial and how Integrator can help make that simpler Recent D Features D Phone Presence amp Address Book r A piece of paper Cali History o From the Integrator tray menu you can type the number into the text box Seme at the top and then hit enter This will initiate a call to that number e Exit Horizon Integrator o lf you happen to have the phone window open you can start to type the number using your keyboard Integrator will know that you re frt trying to make a call and will switch to the Make call screen Press RS enter or click Make call to initiate a call to that number Someone you spoke to on the phone recently Cal str i o As long as you spoke to them on your Horizon phone then the _ 0 Date Time Telephone Name Duration Direction call will be in your call history From the tray menu select call P i 19 34 0748025546 Unknown 5 ans history and you ll see a list of your calls in reverse date order van umom ve Locate the caller from the list and click on their number to 82 Wie une initiate a call to them es a vi da 16 41 36 07848025546 Unknown 1m 35s Out o Alternatively if they were one of the last 10 people you spoke to then they will show in you
13. l Clipboard Dialling You can copy a number to your clipboard to make a call As soon as the number is copied to the clipboard a bubble is popped in the tray icon simply click the bubble to make the call lt is best to define the minimum and maximum digits to ensure the soft client matches on probable numbers The detail below is suggested for this Choose the criteria to use when searching for valid numbers Minimum length Must start with Clipboard dialling gt X 8 Maximum length 11 KE Click here to dial 01414045304 am me CD Integrator Soft Client User Guide v1 0 Click to Dial Web Page Dialling This function can work in various browsers including i e Google Chrome Mozilla and Safari and when enabled numbers are displayed as hyperlinks which can then be clicked to dial Customer services for existing customers 0344 811 9111 Lines open 24 hours seven days a week For information and to apply 0845 766 0758 Lines open Monday to Friday Sam 8pm and Saturday 8am 2pm Deaf helpline Minicom 0844 811 9191 Lines open 24 hours seven days a week Click to Dial Focus Dialling This function will detect fields which contain dial able numbers and will then present a dial button This is very useful within meeting requests as an example SE mm z ET mg D I Ma e ele Horizon Dev and Net Eng Meeting Meeting Occurrence 189 L pe Meeting Occurrence Insert Format Text Review
14. l cover the most common settings If you select the Configuration menu item from the tray menu then you are given a page with options on the left hand side Telephony settings These settings are covered in the Signing in section Interface settings Interface settings let you define some personal preferences and hotkey settings Within the page you can SS Set if you d like Integrator to start with Windows Play sounds though your PC when calls are ringing or waiting Set hot keys for making a call answering a call or hanging Clear locally cached histories Dialling settings Recent Features D Phone Presence Address Book Call History El wO Exit Horizon Integrator Y Horizon Integrator Configuration License type DB Application load V Start automatically with Windows Language Auto detect v Main window Default skin X Select the sounds to play when calls are received On ringing gt 5 Call waiting a E gt m Mute speaker when call in progress Hot keys Make call None v Answer Hangup Clear the following cached histories oe jaa This page allows you to turn on and off dialling from all the different types of application that Integrator supports As a review the different methods of clipboard dialling are Clipboard dialling wher
15. l ee e HORIZON e e Unlimited communications Integrator Soft Client User Guide Contents aa cits a 3 Installing the Integrator Soft ClieNt cccceeeseeeeeeeeeeseeeeneeeeeeeeeeneeseneesoeneeeeneeseneeees 4 SEET Eegeregie 5 eege 5 Settings and Configuration ska a r a nnmnnn nnmnnn 6 Telephony settings E 6 SEN Ss A a 6 Bled e SIR NR EINNI RNA 6 integration Settings vor avrerns cc schetdtossavsndacietiintaderaaascteidbeinvnardenioliietedurranetsisssinvaverdatinhtietaiemnamietd aian S 7 Rut EEN 8 A US E 8 Phone WINdOW cers cst sts Sacre gay verge gn a plana a ar 8 Preview ON se genie sni nar An in 9 VE ane be 9 AO N AEE E A A Sa aan 10 ENEE 10 Panno C ta aaa il li aka dl na ia na a nn sg ni nl iva lg hund S 10 fete nasa en ann sinna nn sn 11 SO ON re E IN 11 SSC BONO arre ln EE 11 ES See bate tras 11 Desktop Address Book Contacts Search with Glick to Dial ccccccccccscesseeceeeeeeseceeeeaeeeeeees 12 E lee 12 Click to Dial Quick Dial Search al 12 Click to Dial Recent Calls wissiiarsasissinssiisiconnediiniienins nnviihanweaintiamnatanineancdiantsaiiannenesnineaulensnsitininwnvesiaitenneieaiscowes 13 Click to D
16. lashing yellow On hold Solid grey Off line Note by default the search will only look for users in the same group as you If you want to search companywide you ll need to go to ES Integrator gt tray menu gt configuration gt telephony gt and update the Directory Mode to Enterprise Username JamieMuir gammastaff com Password SSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSESS bret mode Le SS SS Ns ee SS Desktop Address Book Contacts Search with Click to Dial The address book will interrogate any integrated applications database for contacts and allow you to click to dial email and contact pop where possible James Bushell Name Company name Telephone number Name Telephone lt James Bushell james bushell garmn Microsoft Outlook a Show contact iz RN Make call Email Salesforce CRM James Bushell 0333 240 3072 he 07876 144227 jbushell gammiat Jarnes Bushell Click to Dial Outlook You can find a contact and dial from the Outlook program directly Phone numbers EEN EE SE 50960 Gei Business Click to Dial Quick Dial Search In the desktop tray you can type the number to dial or a name of your contact If you type a name it will launch the address book search function and perform the search immediately 01412485779 Recent Recent Features Features gt Ph Phone oe Presence Address Book Ca
17. ll History Configuration Presence Address Book Call History Configuration Exit Integrator S e Ka d 3 k e d d a E Exit Integrator Integrator Soft Client User Guide v1 0 Click to Dial Recent Calls You can click to dial instantly from a list of recently made received calls 123 03332403167 National Rate 3246 David McBride 3167 David Beale 01412485779 Glasgow 3110 Joe Nunn Presence 02071015235 David Beale SR Address Book 3291 Alex Foster Call History 03332403099 Christos Christofi _ Configuration 3417 Joao Oliveira i Exit Integrator Click to Dial Call History This is an extensive list of previously made received calls You can click to dial or pop the contact if they are recognised by the application Soen EE Date Time Telephone Name Direction Today 16 05 53 16 05 31 16 05 05 15 58 59 15 51 52 14 59 29 14 25 31 14 24 44 14 24 27 14 11 58 14 05 36 14 01 09 13 57 12 13 21 41 creer Ka db de 10 47 27 10 46 50 10 36 03 10 28 08 123 123 03332403167 3246 123 3167 01412485779 01412485779 01412485779 3167 3110 3291 02071015235 02071015235 Unknown Unknown Unknown Unknown Unknown David Beale Unknown Unknown Unknown David Beale Joe Nunn Alex Foster Unknown Unknown Unknow Microsoft Outlook Unknown Joao Oliveira Christos Christofi Click to Dia
18. r Recent list From the tray menu or phone window select BOKONGE BT Local recent and select their number to initiate a call Integrator Soft Client User Guide v1 0 Call control Active call The call control screen appears when you make or receive a call with the same Call actions appearing next to the Integrator icon in your notifications panel Integrator Page left right use this to switch between calls when Action you have more than one in progress Mobile services amp 07848 025 546 Cancel Call actions use these buttons to interact with the current call a Location Mobile services s Conference 3236 Jamie Muir Outbound Caller Direction The phone window allows you to interact with the current call in a number of ways including the transfer of calls To do this you must be connected to the call you would like to transfer Le it cannot be on hold or ringing When you are connected the actions list looks like it does to the right To Integrator Mobile services transfer a call you do not need to place it on hold instead press either the o7een 025 546 Bim consult if you d like to speak to the other person first button or transfer if eegen Motitesenices e B Transfer you do not want to speak to the other person first Caller 3236 Jamie Muir Integrator Direction Outbound Number Enter the number to dial This
19. t you need to follow in order to download the client locally Please note A local install will require admin rights on the relevant machine for the initial installation of an executable file exe You must check with your network administrator before installing the software to ensure you can run the exe files Download the file that is linked in the e mail The publisher could not be verified Are you sure you want to run this software LE Name Downloads HorizonIntegrator 2 4 25 15064 exe Publisher Unknown Pu Type Application From C Users rjames Downloads Horizonintegrator Rn Gem V Always ask before opening this file A This file does not have a valid digital signature that verifies its publisher You should only run software from publishers you trust How can decide what software to run Before continuing you should close all your programs down Click Next gt Welcome to the Horizon Integrator Setup Setup will guide you through the installation of Horizon Integrator It is recommended that you dose all other applications before starting Setup This will make it possible to update relevant system files without having to reboot your computer Click Next to continue License Agreement Please review the license terms before installing Horizon Integrator Press Page Down to see the rest of the agreement END USER LICENSE AGREEMENT Please read this carefully before using ma
20. terials A Property of licensor You may obtain a copy of this software product either by downloading it from an authorised site via an authorised link or by copying it from authorised media The copyright database rights and any other intellectual property rights in the programs and data which constitute this software product the materials together with the hard media on which thev were sunnlied If you accept the terms of the agreement click I Agree to continue You must accept the agreement to install Horizon Integrator Nullsoft Install System v2 46 5 Unicode Integrator Soft Client User Guide v1 0 Integrator Setup will now run through the setup Once it has completed you can click Done Horizon Integrator Setup E 2 an Installing Please wait while Horizon Integrator is being installed Execute C Windows system32 msiexec exe A ee eee Nullsoft Install System v2 46 5 Unicode Cancel Signing in To get up and running with Integrator you ll need to enter your username and password Recent please note these are different than the Portal login details Please speak to your Administrator rpe Phone if you don t have your log in details Presence Address Book The details be entered by right clicking the Integrator icon in your taskbar and selecting Sitter Configuration Configuration Exit Horizon Integrator
21. xtension Please remember that that your phone will not ring when this is set B gt Set Forward All gt 3 Presence amp Address Book Call History Le 3 Configuration Exit Horizon Integrator 20 52 B 7 S 2503 2014 Set Do Not Disturb Set Do Not Disturb allows you to set your phone so that a caller will hear the busy tone when they call your extension Presence Presence provides a simple and quick way for you to check the status of your colleagues extension The window can be SS es ae accessed from the tray menu by selecting Presence You can customise your list from this window by clicking the green plus icon searching for the person you d like to add and clicking Under Type you can select either extension to search by extension only or all to carry out a free text search Note the list is limited to 20 extensions or users The circle next to each of your monitored contacts will indicate the state of their extension This key shows each of the possible states Colour You can right click any of your monitored contacts and will be Solid green On hook presented with appropriate option s If you are not on a call you ll have an option to initiate a call to that user If you are currently on an active call you ll have the option to consult or transfer to that user as described in the Call Control section Solid red Call connected F
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