Snap User Guide. Version 1.0

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Snap

User Guide

Version 1.0

Dan Lowe

4/8/2008

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Overview

This user guide describes the processes and procedures for setting up, configuring and running Snap (v0.7.4.0).

Note: Snap is not a soft phone. It is meant to compliment your existing phone solution,

whether you use a softphone (like eyeBeam) or IP Phone (like a SPA-2000).

Requirements

• .NET Framework 2.0.

o Download from Microsoft Update or get the Redistributable. • Windows XP or 2003.

General Support

If you have questions or need technical assistance with Evolution PBX call (888) 587-5750 or send an email to [email protected].

If you have questions about third party hardware or software please visit the following Websites:

• Snap: http://www.snapanumber.com • iView: http://www.i9technologies.com/

• Cisco VoIP Telephones: http://www.cisco.com

• CounterPath Software Telephones - http://www.counterpath.com • Digium PCI Cards: http://www.digium.com

• Linksys Analog Terminal Adapters and VoIP telephones: http://www.linksys.com • Polycom VoIP Telephones: http://www.polycom.com

• Draytek Routers: http://www.draytek.us • Sangoma PCI Cards: http://www.sangoma.com

• Rhino PCI Cards: http://www.rhinoequipment.com/

My Evolution PBX Doesn’t Do That!

Some features and configuration options in this document may only be available with a recent software upgrade available from Intuitive Voice Technology. Email

[email protected] to learn more about Evolution PBX upgrades (please explain the feature that you are interested in).

Errata

Please report errors or confusing descriptions by sending an email to

[email protected].

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Overview

Snap is a flexible and powerful, cutting edge dialer and call pop up application for Asterisk.

Snap works by sending the phone number you wish to dial to your PBX and initiating a call back to your phone. Once your phone rings you pick it up and it will be connected to the number you dialed.

For Outlook users, the call pop-ups are tightly integrated with your contacts and will show their picture (if available) and display name.

The flexibility comes from its Multi-Connection technology. If you travel between work and home, or would like to have separate settings for different situations then this feature will be extremely useful for you. You simply dial via a different connection by using the "arrow" to the right of the Dial button to access these connections.

Snap integrates with Outlook, Excel, PowerPoint, and Thunderbird. The Firefox and Thunderbird plug-ins automatically detect phone numbers on Web pages and make them dialable by simply clicking.

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Intuitive

Voice

Technology

Configuration

Adding

a

Connection

Snap connects to Asterisk via the management API.

To Add a Connection

1. From the system tray, right click on Snap and select Settings from the context menu. The Add Connection tab displays.

2. Click Connections.

3. In the Connection Type field, select a location for your new connection.

4. In the Connection Name field, enter a name for your new connection then click Next. The General tab displays.

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General

Tab

The General tab allows you to enter all the necessary information required to configure a connection to your Evolution PBX.

To Configure the General Tab

1. In the Connection field, enter a friendly name for you to distinguish between your different connections.

2. In the Username field, enter Evolution to connect to your Evolution PBX system.

3. In the Password field, enter Password1! to connect to your Evolution PBX system.

Note: You must use a capital (P) in the word Password followed by a number (1) and an exclamation mark (!).

4. In the Server field, enter the IP address or hostname of your Evolution PBX system (i.e. 192.168.2.225).

Note: You may also specify a port using this field (i.e. 192.168.0.1:5038).

5. In the Context field, enter INT-LOC-TOLL-BYPASS. This will be used as the outgoing context when dialing numbers.

6. In the Channel field, enter SIP/extension number. This will be used as the channel to ring when initiating a call (i.e. SIP/100).

7. In the Ring back field, enter the amount of time (in seconds) that the specified channel should ring while waiting for a call. Default is set to 10 seconds.

8. Click the Automatically connect at startup checkbox if you wish to receive call status events.

Note: These are only received when you are connected to the Evolution PBX

system.

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Dialing

Rules

Tab

The Dialing Rules tab allows you to add and update dialing rules.

Dialing rules are used by the Evolution PBX to automatically add prefixes to calls prior to dialing out.

An example dialing rule for 800-555-1212 could be setting a length of 10 and a prefix of 1, thus changing the number dialed into 18005551212.

International

Prefix

The international prefix is the prefix that the dialing rules will add to all calls that are dialed internationally. This prefix can be changed by simply entering the new prefix into the International Prefix field and clicking Update.

Note: The default International Prefix is set to 011.

Adding

a

Dialing

Rule

To Add a Dialing Rule:

1. From the Dialing Rules tab, click Add Dialing Rule. 2. Enter the Stripped Length for the new rule.

Note: A stripped length is the length of the phone numbers to match minus any

special characters or spaces. For example, 1-800-555-1212 stripped is 11 characters long (letters, numbers and plus signs are counted).

3. Enter the Action for the new rule.

Note: Available actions include Add Prefix and Remove Prefix.

4. Enter the Data for the new rule (prefix to add or remove).

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Options

Tab

The options tab allows you to configure caller ID options, dialing options and voicemail options.

To Configure Snap Options

1. In the Name field, enter the name that will show up on caller id when one is not available.

2. In the Number field, enter the number that will show up on caller id when one is not available. This is usually only applicable when the Force Caller ID option is checked.

3. Click the Convert to letters and numbers checkbox to automatically convert phone letters to numbers when dialing. For example, 1-800-TUV-JMPT will be converted to 1-800-234-5678.

4. In the Variable field, enter a variable (if available).

Note: If your phone supports receiving extra options with incoming calls then

this field may be useful. For example, some phones will automatically answer if the variable “_ALERT_INFO=”Ring Answer”” is passed.

5. In the Mailbox field, enter the mailbox that will be used to present a voicemail indicator in the system tray. For example, phone extension@default

(5748@default).

6. In the Extension field, enter the system code that will reach your voicemail extension directly from the “Dial Voicemail” button in the system tray.

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Calls

Tab

The Calls tab allows you to configure how incoming and outgoing calls are handled.

To Configure Incoming and Outgoing Calls Incoming Calls

1. Click the Enable call status checkbox to enable the call status window for calls. This is the window that shows up on the bottom right of the screen.

• Select Answer to close the call status window when the phone is answered.

Note: For some people keeping it open for the duration of a call may be

necessary while for others only seeing it briefly is adequate.

• Select Ring to close the call status window a few seconds after the phone has started to ring.

• Select Hangup to close the call status window after the call has ended.

Outgoing Calls

2. Click the Enable call status checkbox to enable the call status window for calls. This is the window that shows up on the bottom right of the screen.

• Select Answer to close the call status window when the phone is answered.

Note: For some people keeping it open for the duration of a call may be

necessary while for others only seeing it briefly is adequate.

• Select Ring to close the call status window a few seconds after the phone has started to ring.

• Select Hangup to close the call status window after the call has ended.

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CRM

Tab

To enable the CRM features you must set up a path under the connection settings:

Note: The CRM functionality is only supported when call status is enabled.

To Configure CRM Options

1. Enter the file or Web Address or click … to navigate to the appropriate file or Web Address. For example, “C:\\Program Files\CRM\crm.exe\” $cidname $cidnumber or http://intranet/snap.aspx?cidname=$cidname&cidnumber=$cidnumber. 2. Click Test to ensure that the CRM functionality is set up correctly. Test will use a

default name of "John Doe" and a default phone number of "7148531212".

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Adding

a

Softphone

Connection

Note: Snap currently only works with the eyeBeam Soft Phone. To Add a Softphone Connection

1. From the system tray, right click Snap and click on Settings from the context menu. The Add Connection tab displays.

2. Click Connections.

3. In the Connection Name field, enter a name for your eyeBeam softphone connection and click Next.

The General tab displays indicating that your eyeBeam softphone was detected.

To Use an eyeBeam Softphone Connection

1. Enter a phone number into your dial pad

2. Press the drop down arrow and select eyeBeam from the menu to dial out your eyeBeam softphone.

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Using

Connections

Viewing

Connections

Every connection you create displays in the Snap system tray. When one connection is created, that connection displays by itself. When two or more connections are created, they are displayed on the Connections menu.

Note: The default connection is highlighted in bold.

Changing

the

Default

Connection

To Change the Default Connection

1. Right click on the Snap toolbar from the system tray and select Connections. 2. Identify and click on the connection you wish make the default connection.

Note: The connection in Bold is the default selected connection. All dialing will

be routed through this connection unless another one is selected.

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Using

the

Floating

Toolbar

Dialing

Out

The floating toolbar can be used to easily dial phone numbers from anywhere. The three methods of quickly dialing out include typing, drag and drop and searching.

To Type a Number to Dial Out

1. Type a phone number into the floating toolbar. 2. Click Dial or press Enter to initiate the phone call.

To Use Drag and Drop to Dial Out

1. Select a phone number from any document or webpage.

2. Click and hold the mouse button down, drag the number onto the floating toolbar and release.

This will copy the number into the bar. 3. Click Dial or press Enter to dial it instantly.

To Use Search to Dial Out

1. Simply start typing the user's name and search results will appear.

Note: This feature is only available for users with Outlook installed.

You may click the search result to copy it into the floating toolbar or use the keyboard arrow keys to navigate the search results.

2. Press Enter to dial a selected phone number instantly

Or

Press the right arrow key to copy a phone number from the list of search results into the floating toolbar and click Dial or press Enter to dial it instantly.

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Toolbar

Options

Always

on

Top

Use this option to always display the floating toolbar on the top of the window.

Automatically

Collapse/Expand

Use this option to have the bar open and close on its own. The bar will open when it receives focus and close when it loses focus.

Reload

Contacts

Use this option to reload your contacts into Snap. You may also press F5 to refresh it via the keyboard.

Transparency

The transparency on the bar can be easily set by using the right click menu. Access the menu by simply right clicking on the green Snap icon. Transparency options follow increments of 10 from Visible (100 percent) to 10 percent visible.

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Controlling

Calls

Calls are controlled while making or receiving a call from the call status window. Available options include Transfer, Hang up, Open in Outlook and Redial.

To Transfer a Call

1. Make or receive a call.

2. Right click on the Call Status window and click Transfer.

The transfer window opens providing you with a field to enter the number where the call is to be transferred.

3. Click Transfer.

To Hang Up a Call

2. Right click on the Call Status window and click Hang up.

3. The call hangs up, disconnecting the channels involved on the call.

Note: This action can be taken without having to pick up your phone and may

be the most useful for VOIP phone users (excluding fxs interfaces) when making speaker phone calls.

To open a Contact from Outlook

2. Right click on the Call Status window and click Open in Outlook. The contact is opened in Outlook.

Note: If Outlook does not find a specified contact associated with the selected

phone number then Outlook will open a new contact window for the selected phone number.

To Redial a Call

1. Right click on the Call Status window and click Redial.

2. The call hangs up, disconnecting the channels involved on the call.

The redial command will redial the number of the contact just called or just received from within the call status window.

Note: This option is only available after a call has been hung up.

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Controlling

Voicemail

Snap provides a basic interface to your voicemail via a notification options envelope within your toolbar. When the envelope appears, one or displays, this indicates that one or more new voicemails.

Note: When configuring Snap for voicemails the format for the text should be

mailbox@default (i.e. 5748@default).

In the picture the * symbol means that new unheard voicemails are waiting. The number 2 is the amount of new voicemails and 26 is the amount of old voicemails.

Notes:

• The tray icon is updated every 30 seconds.

• New unheard voicemails can only be detected if Snap is connected to the server when the voicemail is left.

• Unheard voicemails are not the same as new voicemails. A message waiting indicator (the icon with envelope and asterisk symbol) will only show up when the mailbox has unheard voicemail.

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Call

Log

The call log contains a list of all call records that have been made on your system using Snap. Call records can be filtered and searched by clicking the filter icon ( ) and selecting the appropriate search criteria next to the column(s) you wish to search.

The Field Chooser (located on the top left of the Call Log menu) provides seven columns of information that may be used to display and organize your call records. Each of these fields can be turned on/off by checking and/or un-checking the appropriate checkbox.

Note: If you do not wish for Call Records to be stored, use the "Clear on exit" option

from the Calls tab under Settings.

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Call

Log

Options

The call log provides three configuration options: Dial Normally, Dial Differently, Copy and Export to Excel.

To Dial a Call Normally from the Call Log

1. Right click on Snap from the toolbar and select Call Log.

2. Navigate through the call log and identify the number you wish to dial. 3. Right click on the number to be dialed and select Dial Normally.

The selected number is dialed from the call log.

To Dial a Call Differently from the Call Log

2. Navigate through the call log and identify the number you wish to dial. 3. Right click on the number to be dialed and select Dial Differently.

The selected number displays in the toolbar allowing you to edit the number prior dialing it.

Note: This can be useful if you need to change the area code or add/remove a 1. To Copy a Number from the Call Log

2. Navigate through the call log and identify the number you wish to dial. 3. Right click on the number to be dialed and select Copy.

The selected number is copied from the call log.

To Export the Call Log to Excel from the Call Log

2. Navigate through the call log and identify the number you wish to dial. 3. Right click on the number to be dialed and select Export to Excel.

The selected number is exported from the call log to Excel.

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Configuring

General

Settings

General

Tab

To Configure General Options

1. Click the Start with Windows checkbox to start Snap when Windows starts. 2. Click the Show balloon tips checkbox to show balloon tips when using Snap. 3. Click the Hide bar after successful dial to hide the Snap bar after a call has

been successfully dialed.

4. Click the Clear on exit to delete all call records, upon exit.

Extras

Tab

To Configure Extras Outlook

1. Click the Enhanced Caller ID checkbox to allow Snap to pull caller ID information from Outlook.

2. Click the Enhanced Search checkbox to allow Snap to pull relevant names and numbers from Outlook when searching.

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Thunderbird

3. Click the Enhanced Caller ID checkbox to allow Snap to pull caller ID information from Thunderbird.

4. Click the Enhanced Search checkbox to allow Snap to pull relevant names and numbers from Thunderbird when searching.

Snap User Guide. Version 1.0

Snap

User Guide

Contents

Overview

Intuitive

Voice

Technology

Configuration

Adding

a

Connection

General

Tab

Dialing

Rules

Tab

International

Prefix

Adding

a

Dialing

Rule

Options

Tab

Calls

Tab

CRM

Tab

Adding

a

Softphone

Connection

Using

Connections

Viewing

Connections

Changing

the

Default

Connection

Using

the

Floating

Toolbar

Dialing

Out

Toolbar

Options

Always

on

Top

Automatically

Collapse/Expand

Reload

Contacts

Transparency

Controlling

Calls

Controlling

Voicemail

Call

Log

Call

Log

Options

Configuring

General

Settings

General

Tab

Extras

Tab