Defining the Conversation user experience

5 Devices and Clients for Conversation users

5.1 Defining the Conversation user experience

Conversation user profile

Employees who need powerful interactive visual communication benefit from OpenTouch Conversation, the multi-device, multiparty, multimedia experience for easy collaboration at the office and on the go on entry level to the most advanced SIP Business Phones, software clients for PCs, smartphones, tablets and WEB interface.

OpenTouch Conversation sessions feature voice, video, instant messaging (IM), presentation sharing and natural conferencing capabilities to help users better engage with customers, partners and colleagues. Users can move from a phone call to a conference call simply by adding people to the conversation — and can add video, show presentations, and exchange files with ease.

Employees can optimize their time by transferring calls to their smartphone, tablet, videoconferencing end-point, or PC without interruption.

OpenTouch Conversation adapts to the way that users work, fostering conversations that enrich their business. The OpenTouch Conversation app supports native operating systems for Apple®

iPad™, Apple® iPhone™, Microsoft® Windows™, and Android™ devices. The OpenTouch Conversation web client supports Google® Chrome™, Mozilla® Firefox™, Microsoft® Internet Explorer™, and Apple® Safari™ web browsers. No matter the device or platform, OpenTouch Conversation supports business communications needs.

Examples of the OpenTouch Conversation experience and applications

Conversation Services

Conversations across the company:

Multi-party: Native conferencing capabilities during the conversation, at any time

Multi-device: Rapid session shift between devices while keeping the context, no disruption nor latency

Multimedia: Seamless. Audio-video-document sharing escalations

OpenTouch multi-device features One-number routing

A user has one directory name and number. Calls to this number can be routed to the device of choice or to several devices. Depending on working environment, user has the possibility to define routing rules thus specifying to which business devices (including business phone, mobile, tablet and PC) , voice mail or other number calls will be delivered and from which devices call is dialed.

Therefore the user can always be reached when he/she is on-site, off-site while benefiting from OpenTouch advanced services.

Refer to device specific sections for further details.

Note: if the call is routed to a Mobile that is off-line, the call will go to the mobile’s voicemail system.

Rapid session shift between devices

With the One Number feature, all the user’s devices can be rung at the same time. When the call is established, the call can be switched to another device with no contact loss or music on hold.

Multi-Vendor

ANY TO ANY COLLABORATION VISUAL STANDARDS

Session shift can be activated by a user on an outgoing call or when he received an incoming call.

The user presses a key or selects a menu on the initial device or on the target device Refer to device specific sections for further details.

Deskphone and mobile phone remote control from PC

Using Client PC interface user can search into the directory, including system and personal contacts to perform calls from devices like the mobile, home phone, deskphone.

Unified call and messaging history across devices

The history of the one-number communications is available on the PC , smartphones and tablet clients. An entry in this history list comprises the remote participant identity, the session time, date, status (i.e. missed, established) and duration.

Even if a device is not selected as the “Route My Calls” target, the history list on this device will show the call that was routed to other devices.

Visual voicemail

The OpenTouch interface on the devices can be used to access the mailbox directly. Display and manage voice messages as easily as email, using a visual voicemail interface that allows messages to be selected, played back or deleted in any order.

The visual voicemail lets the user be more responsive: instead of listen to messages in sequential order of receipt (when dialing into the corporate voicemail box and using key presses to navigate), prioritize messages and get to the critical ones first.

Refer to device specific sections for further details.

OpenTouch multiparty features Multiline sets

All advanced Alcatel-Lucent phones can support multiple lines of telephone service. These two multiline configurations can also be combined on one phone. Multiple lines allow a high level of telephone traffic to be handled while clearly identifying the origin of the calls.

System configuration can provide a multiline over-ringing tone. This is a short beep tone emitted for each incoming call on a busy multiline phone.

Enterprise presence including conversation status

Members of the same team can know the current status of team members. Depending on the device, this can inform the user that a team member is:

– Absent (Out of Office) – Unavailable

– In a call – Out to lunch

– Present and available

The presence status can be updated on PC, Tablet and Smartphone clients Manager/assistant

Manager/assistant rules can be activated from the manager or assistant set.

For better call management between the parties, telephony status is available for the manager and the assistant.

A white list of calling numbers can be created in order to take the incoming calls even if a monitoring rule has been activated.

In case of no response from any of the party, the overflow rules are the one of the manager.

Refer to device specific section for further details.

Supervision / Pick-up

OpenTouch Conversation user benefit from call supervision (observation of telephony status) and call pick-up services. A OpenTouch supervised user can be equipped with any devices (hardphone) and/ or Conversation Software client. Several users may supervise the same user.

Refer to device specific section for further details.

OpenTouch Multimedia and Collaboration features Multimedia escalation

OpenTouch conversation users benefit from native multimedia communication means: according to device capabilities, it is easy to escalate from audio to video in order to enrich the conversion with visual interaction.

Refer to device specific sections for further details.

Multimedia conferencing and Collaboration services

OpenTouch users benefit from multimedia conferencing and collaboration services allowing to establish conversation (on the fly or scheduled) with multiple participants with presence, instant messaging , audio, video and datasharing communication means. According to device capabilities, it is easy to add new participants or to escalate from one media to another (for instance from IM to audio then to video and datasharing) in order to enrich the conversion.

Refer to device specific sections for further details.