Buddy User Guide. 1

Buddy User Guide

www.connectnz.co.nz | 2

CHAPTER 1

What is Buddy

and first steps

• Setting up Buddy^TM on your browser and logging in 3

CHAPTER 2

Interface introduction

• Buddy^TM interface overview 4

• Up and running with tabs and columns 5

• Column filters 6

CHAPTER 3

Using Buddy

• Columns: Extensions, favourites and phonebook 7

• Columns: Voicemail 8

• Columns: History 9

• Columns: Status feed 10

• Tabs: Settings 11

• Status Control tab 12

• Greetings tab 13

• General Settings tab 14

CHAPTER 4

All About Calling

• Making a call 15

• Receiving a call 15

• Transferring a call 15

CHAPTER 5

Using Chat

• One to One Chat 16

• Group Chat 17

CHAPTER 6

Frequently Asked Questions

• How do you access you voice mail on Buddy^TM? 18

• How do you create a voice mail on Buddy^TM? 18

• How do you dial out from Buddy^TM? 18

• Where are your missed calls on Buddy^TM? 18

• How do I have my extension calls to my mobile phone? 18

• How do I set my phone to no not disturb? 18

• Can I add people to my phonebook? 18

Contents

Please click titles to navigate through the guide

Setting up buddy on your browser and logging in

1) For best performance we strongly recommend you use Google Chrome. Although other internet browsers such as Firefox, Safari, Opera will also work. Internet explorer does not work.

RECOMMENDED NOT SUPPORTED

Buddy

it’s a tool that allows users, to show their presence to other staff in their organisation.

Buddy

also allows you to work from anywhere by using the web application in your browser.

Your team can set their availability to take calls, see who’s free for a call transfer, integrate their mobile, desk phone and calendar, record calls, and much more.

What is Buddy

and first steps

2) Now enter the URL address emailed to you by

ConnectMe in your Web browser (Chrome), if you have not yet received this please contact our service team:

email [email protected] phone 0800 0800 815 3) Next add your login username and password that was also provided to you in the email with the URL

4) Select “Remember me”

CHAPTER 01

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To keep your columns better organized, you can then rename the column by double clicking on the title of the column.

PROTIP

COLUMN RENAMING

To make a call, just type into the search box the extension number or outbound number (don’t forget the prefix!) you want to call, and press the call icon. You can do the same with the chat icon and the chat column will open.

PROTIP

CALLS AND MESSAGES THROUGH THE SEARCH DIALOG

Status bar

Here you can define your status and presence. You can choose from the predefined statuses or define a custom one.

Current notifications panel

Here you can review all the activity registered in the current session, like calls, messages, and voicemail.

Tabs and columns

Buddy features are organized in tabs containing columns. You can create as many tabs and col- umns as you need.

Horizontal scrolling

To help you navigate easily through the columns, you can simply drag left or right over the columns menu. Clicking over the items will also work.

Main search dialog

This is a very powerful feature to find a contact easily. Start writing a name or a number and the results will narrow accordingly.

TAB COLUMN

Interface introduction

Buddy was designed to manage your work availability, the following features will help you to easily be contacted by everyone in your organisation. Anywhere, anytime.

CHAPTER 02

Create column

Click the plus button to add dif- ferent columns according to your needs.

Remember that you can create, edit and delete columns as many

times you need.

Edit column

If you need to create a custom column for a specific purpose, just create a new column and add filters accordingly. We have created a big set of filters for you.

Remove or arrange columns

You can easily move columns, to your preferred order of priority.

once you are done using a column you can remove it.

MOVE RIGHT MOVE LEFT

REMOVE

Up and running with tabs & columns

Columns and tabs are very useful to create groups of con- tacts and access them quickly, saving time. Here we will show you how to filter, arrange, create and delete them as you need.

Icons

Our icon set was developed to identify tasks and features easily.

Make Call /

Retrieve Call Outbound

Call Inbound

Call

Listen/Leave Voicemail Listen

Recorded Call

Chat Add to

favourites

Delete

Create a tab

By clicking on the plus button after the columns you will access the

“Create new tab” menu where you can create tabs as you need.

Missed Call

Start

Transfer Unannounced Transfer / Complete Transfer

Announced Transfer

Dismiss Hold Chat

Call

Cancel

Transfer Wrap Up /

Annotate Hang Up

Call

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PROTIP

Let’s pretend you work in a bank. And you need to supervise the agents who are attending calls regarding house loans. To check on them and call them easily, you can create a tab called Home Loans. Inside you can create the following tabs:

Favourites (To contact them quickly), Status Feed (To see what are they doing) and then add the Home Loans agents to it. If you need to see all of their calls in detail, we will get to that in the Reports section.

PROTIP

CREATING A CUSTOM TAB WITH CUSTOM COLUMNS

To make quick custom columns or to get multiple results at once, you can use square brackets [ ] in the filter field. So if you want to get all the names starting with “A” only, you write [A] in the “Starts with” filter field. If you want to get creative you can also add more letters, like [ABC] you will get all the names starting with A, B, and C. Also if you want to make custom columns alphabetically, you can use [A-F] to get all the names starting with A, B, C, D, E, F. This is very handy when it comes to make custom lists. This also works for “Ends with” and

“Contains” filter.

NARROWING FILTER RESULTS USING SQUARE BRACKETS

Columns filters

Filters are the main feature to make custom columns, here we will review all the filters thoroughly.

Phonebook Filter

The Phonebook filter is very similar to the extensions filter, it has the same options except the Location option.

Extensions filter

When browsing on your extensions, you can easily narrow results accord- ing to your needs. You have the fol- lowing options:

Contains: To search for a specific word, Starts With and End with: To type the desired name, Extensions:

To search for an extension, and Loca- tion: To search by location.

Favourites Filter

The Favourite column was de- signed to have all your favourite contacts closer. You can Add them from your Extensions, Phonebook or also manually. Also you can Re- order them by using the arrows.

ADD

REORDER

YOUR PHONE WILL RING, PICK IT UP AND TALK

Contact Dialog

When you click the required contact name, a full set of interactions will display:

Call: Just click the phone icon, your phone will ring, pick it up and talk.

Voicemail: You can leave a voicemail to this contact just by clicking the icon, your phone will ring, pick it up and talk.

Chat: This action is intended for text-based com- munications

Extension: This is the extension number as- signed to the contact, so clicking the call button will start a call, your phone will ring, pick it up and talk.

Search Dialog

This search dialog works in the same way as the main search dialog, as you type (numbers or names), the results will narrow, you can also arrange the results by:

- Alphabetical Order

- Reverse Alphabetical Order - Ascending extension number - Descending extension number

Columns: Extensions,

Favourites and Phonebook

Now after having most of the elements of the interface clear, you can start using buddy.

Using Buddy

CHAPTER 03

It is very important to remember that most of the call actions in this guide are operated with the physical phone on your desk, your cordless phone or your mobile phone. When making calls through Buddy^TM, you phone will ring, the phone system will not place outbound calls until you pick up the phone.

PROTIP

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Columns: Voicemail

Managing your voicemail is easy with this column.

You can listen to the messages everywhere and anytime or you can call the contact back.

Click the star button to

Save

save the contact to your favourites column

Listen

Just click the voicemail icon to hear the message, your phone will ring, pick it up and listen.

Call back

By clicking the call icon, you can return the call, your phone will ring, pick it up and talk.

Mailbox Filter

If you are monitoring more than one voicemail box you can filter them by extension.

Delete

If you don’t want to keep a message , just delete it.

Leaving a Voicemail

If you prefer to leave a mes- sage instead of calling, just press the voicemail icon, and you willl be directed to the voicemail of that contact

To make more accurate searches inside the search column, press the search icon to display the Advanced Search dialog. There you will find several options to find the exact call (or group of calls) you are looking for. You can search by date, by extensions, queues, codes and numbers.

PROTIP

GETTING THE MOST OUT OF BUDDY WITH ADVANCED SEARCH

Filter by Criteria

You can add filters by clicking the Add Filter menu, then you will have the following criteria to choose: Contains, Starts With, Ends With, Exten- sions, Queues and Codes.

Columns: History

Buddy will keep track of all your activity, you will find all activity details such as date, time, extension, length and more

Filter by Period

With this filter you can choose the period of time you need to get the information from.

Click the star button to save

Save

the contact to your favourites column.

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Contact Dialog

When you click the required contact name, you will get the same contact dialog shown in the Favourite column with a full set of interactions will display: Call, Voicemail, Instant Messaging and Extension.

Columns: Status Feed

The Status Feed allows you to see all your contacts organized by their status, this col- umn is very useful to see when your colleague went out for lunch or started a meeting.

Status Control

Here you can customise how your sta- tus is displayed, making easier for your contacts to see if you are avalaible.

Greetings

Here you can record a custom greeting for your voicemail, don’t forget to keep the message clear.

General Settings

Here you can define most of the behavior of Buddy like loging in and out, statuses and contact behaviour.

Notification Settings

Here you can define set up how the current notifications will display on the left hand side panel.

Tabs: Settings

In the settings tab you will control how to display your presence in buddy, from choosing your avatar to how the notifications will be displayed.

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Call Forwarding

Allows you to add a Mobile Number or DDI that you want calls to be forwarded to. When you click, you will see a menu with 3 options: Off, Immediate, Busy/No Answer. Please ensure you have your outside line prefix added in front of the number.

Mobile extension / Follow me

When enabled people that call your extension are diverted to your mobile. Please ensure your IT team has added your mobile number into your Buddy first.

Voicemail Greeting

Here you can choose your own custom message. To create it go to to greetings tab next to the status control tab. This is the message your callers will listen before leaving a voicemail

Do Not Disturb

Calls will go directly to the voice mail applied to status e.g., meet- ing status.

Queue and Hunt Group Membership

This feature will help you to customise your presence on the different queues you are subscribed by choos- ing if you want to be logged in or logged out in a queue when you choose a certain status, i.e., you can choose to be logged in in the service queue only when you have your agent status

Selected Status

Here you can define how your presence will behave according to the status you choose and change your status mes- sage and title permanently.

Status Control Tab

Manage your presence properly is the key to getting the best of Buddy , this way you can efficiently show the rest of your organisation what you are doing.

Creating your personalised Greetings

1) Select Greeting tabs, next to the status control tab.

2) Select Create new recording.

3) Transcript box allows you to type out your voicemail message, so you can read along while you record it.

4) If you tick the “Unavailable message” then all the statuses that haven’t been configured with another message will automatically inherit this greeting.

5) Busy/on phone message.

6) Click “Record”, your phone will ring, answer and then follow the audio instructions before hanging up.

7) Once you have saved your greeting you can then go into status control and associate your greetings with your statuses.

Greetings Tab

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Display Name

Here you can change your display name, it won’t affect your

credentials, so don’t worry!

Extension Number

Set your default extension

number, in case you own multiple extensions.

Auto Login

Buddy automatically logs you in.

One Touch Transfer

This enables transfer controls on contacts as soon as you are on a call, so you can transfer that call immediately.

Default login status

This defines your default status as soon as you log in.

Default logout status

Select one of the offline statuses so that every time you logout of Buddy you are automatical- ly seen as offline, if you leave this status blank, buddy will prompt you to logout with a specific offline status

Default contact behaviour

You can choose whether you would like your contact cell to open up automatically on mouse over or when

you click on it

Default notifications

Here you can define what type of notifications you will get when you are receiving a call

Avatar

Add a picture of yourself so people can recognize you.

General Settings Tab

If Status Control was the place to customise your pres- ence, in General Settings you can define most of Buddy configurations.

2) ACTIVE CALL

4) UNANOUNCED 5) ANNOUNCED

Making a call

1) Making a call is very simple, just look for the contact you want to call and click the call icon

2) Then your phone will ring, pick it up and talk

3) Please note that the status icon of the person you are calling and yours will turn red.

Receiving a call

1) Whenever your getting a call on Buddy your phone will ring. Also you can choose to have more visual and sound notifications on your settings configurations.

Transferring a call

1) Whenever you are getting a call, your phone will ring, pick it up.

2) Active call appears on the left hand side in the notifications panel under your name and extension number

3) In the Home tab, two icons will show on your contacts

4) The first icon allows you to make an unannounced transfer 5) The second icon allows you to make an announced transfer, once you select the icon of that contact you will call the contact and you will be able to ask if they are available to talk (the call waiting to be transferred will listening to music).

6) If the contact accepts the call select phone with arrow then hang up the phone

Our main goal is to make calling simpler than ever, so we will review how to manage calls in detail.

All About Calling

CHAPTER 04

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To receive messages while you are on the phone, you can use our chat feature.

Using Chat

CHAPTER 05

One-To-One Chat

To start a chat conversation with another Buddy User:

1) Type the person’s name on the search field and click on his name.

2) There you will have all their contact information available

3) Click the chat button

4) The chat window will appear.

1) TYPE CONTACT NAME

2) CONTACT INFORMATION DISPLAYED

3) CHAT ICON

4) CHAT WINDOW

Reviewing different chat conversations

If you are having multiple chat windows, you can manage them easily by using the notification sidebar.

Current conversation window

To switch between

different conversations just double click the three dots.

The active conversation will be highlighted with a green border on the right.

Close window

When you are finished, you can close the window clicking any of these X icons.

Active windows

This icon shows you how many conversations you are actually having.

NOTIFICATIONS

Every time you get a message on a One-To-One chat you will get one visual and audio notification.

PROTIP

GREEN TICK

When in a one-to-one chat, you can confirm that the message has been received when the green tick beside the date appears.

PROTIP

Group chat

The group chat works very much like the one-to-one chat, the only main difference is how notifications are managed, that will be explained in the next point. Any person with conference extensions enabled can host a group

conversation.

To join a group conversation:

1) Define who will be hosting the group chat 2) Search that contact and click its name

3) On the contact details, click chat icon under the conference number

4) You just joined the group conversation

3) CLICK CONFERENCE IM ICON

4) YOU HAVE JOINED THE GROUP

Notifications on group chat

Notifications work differently when you are in a group, you will get only the notifications that you’ve been men- tioned only. To mention someone you just need to dou- ble click the contact name on the sidebar.

Group Members

This is the list of people who are currently in the group, click one of their names to mention them

Close chat window

By clicking any of these X icons, the window will be closed. You can join the group conversation again just by clicking the group chat icon as before.

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Frequently Asked Questions

CHAPTER 06

Q: How do you access you voicemail on Buddy?

A: Buddy notifies you when you have a new voicemail on the left side of the screen, just press the voicemail icon with the arrow and listen. Refer to Voicemail column page.

Q: How do you leave a voicemail on Buddy?

A: Very easy, find the contact first, click, the menu will display and click the voicemail data, your phone will ring, pick it up, and follow the instructions. Refer to Voicemail column page.

Q: How do you dial out from the Buddy System?

A: Most of our customers are preconfigured with a 1 to dial out. You can dial out from the Buddy system at the top of Buddy where it says search or Dial add the number there with the prefix, select the phone icon to call on the right. Your deskphone or mobile will ring answer and then the call will go through to the destination.

Q: Where are your missed calls on Buddy?

A: Missed calls in Buddy show in the History column, open that up and the missed calls show as a read cross next to the number.

Refer to History column page.

Q: How do I have my extension calls follow me to my mobile phone?

A: This is done in status control, in settings. Select what status you want to use, then you will see the option on the screen for mobile extension follow me. Have that box ticked. Vadacom has to preconfigure on the back end the users mobile number.

Refer to Status Control page.

Q: Can I add people to my phonebook?

A: You can’t add people to the phonebook, if the person at the company has admin rights they are able to do it,

otherwise we tell our customers to send us a spreadsheet with contacts that they would like and we will import

it onto the system so that everyone in the company has access to that exact phonebook.

•

Thank you for your time!

If you have any questions, please contact our service team:

email [email protected] phone 0800 0800 815