MessengerCTI.desktop v 1.07 Manual

Introduction

Slican MessengerCTI.Desktop is software which purpose is to assist users of Slican PBX. Thanks to the graphic interface displayed on the computer screen, software allows for convenient access of telephone calls and other functions related to it. Software delivers additional features that allows to expand capabilities of desk phone. Software combines capabilities of controlling desk phone connected to PBX, for example choosing number, receiving calls and also application is able to function as standalone phone. Software also allows to: accessing PBX's phonebook, call history, status of phone and other users of MessengerCTI, text communication and sending or receiving SMS messages. Additionally for new version of DPH.IP doorphone equipped with camera - video preview was added.

Application works with all types of phones connected to Slican PBX: CTS system phones, analogue or VoIP phones. In the most recent firmware version of PBX (6.53 IPx, 1.11 NCP) MessengerCTI can work as standalone VOIP phone. Depending on type of used phone usage of application slightly differs. While using CTS system phone, device is integrated with software, calls can be controlled with turning on speakerphone (choosing number, connecting, picking up or disconnecting call). On FXS and SIP phones, these activities always involve physically picking up phone handset. Nevertheless, users of FXS phones will undoubtedly benefit the most, because they gain access to functions completely unavailable for this class of phones.

Using cameras and DPH.IP doorphones

Introduction to sale of DPH.IP doorphones that include cameras allowed to solution that allows display of video from these cameras. Functionality was added with MessengerCTI.Desktop. While connecting to doorphone from software video from camera will appear in new window on computer display. After starting call and next finishing call, even after without talking to person standing beside doorphone, just after visual check user can open door, gate, barrier using dedicated button. Reverse is also true, calling to doorphone or another telephone associated with camera, computer display will show video from their cameras. This allow for temporary observation of neighborhood of installed camera, for example person we are calling. There is also option of watching video from any camera without making call, just using application icon. Thanks to MessengerCTI.Desktop user can preview video from camera of other manufacturers but those devices have to support video formats, codec compatible with VLC application libraries.

VoIP Client

MessengerCTI.Desktop can work as VoIP, parallel phone connected to desk phone (FXS,CTS,IP). User can decide on which device to pick up a call, phone or computer - using it's integrated audio devices (sound card, microphone, speakers or external headphones). Since 1.11 version of NCP firmware application can be used as standalone SIP phone. For such configuration CTIuserPlus license is required.

Phone Book

Big advantage of software is simple and convenient access to contact from phone books and displaying them on computer screen. MessengerCTI.Desktop can use only phone books from PBX. Contacts can be sorted according to user needs. Adding new subscribers and modification of existing entries can be done from CTS system phone or more conveniently, by using computer with MessengerCTI.Desktop or WebCTI. Modification of entry is visible instantly after adding it. Access to phone book allows to simply search numbers of contacts user want to call. On other hand, during incoming calls computer displaying will be showing clear information about calling person.

Call History

User has access to complete history of their calls, picked up and missed one. History is saved on Slican PBX. By using Messenger.CTI history can be displayed alongside information about order, time of calls and number of missed calls from particular number.

CallCenter (NCP PBX)

In conjunction with NCP for Call Center agents, queue handling functionality has been introduced. It allows agents to log in to them, view status, call back lost and abandoned calls, and turn on status of temporary work breaks.

Text messages

With use of MessengerCTI text information can be sent, from internal messenger(chat) through a computer network to another Messenger CTI.user, also as SMS message to another phone and from GSM phone. Chat can be accessed by all users of particular PBX and all PBXs linked to it by eSSL ver.2. This functionality is suitable for companies which obtained Slican PBX and doesn't allow use of public messenger applications because of security reasons.

Listening to recordings

Each user with appropriate permissions can listen to call recordings. In this way, it makes it independent from need to use RecordMAN.client application

Signaling encryption (NCP PBX)

In order to increase security of sending sensitive data, possibility of enabling encryption has been introduced. XML signaling stream is encrypted. (SIP acoustics and signaling are not encrypted)

File transfer (NCP PBX)

Possibility of sending files, documents, photos between users of MessengerCTI application has been introduced. Additionally, user can use clipboard to synchronize their files between MessengerCTI.Desktop and Mobile version

Works with mobile version

Application can be used alongside and synchronized to MessengerCTI.Mobile, Android version for mobile devices.

Minimum requirements

To install SLICAN MessengerCTI.Desktop application, following minimum requirements must be met:

• CPU Frequency - 800 mhz or higher
• Ram - 1 GB or more
• GPU- compatible with DirectX 9
• Operating System - Windows 7 or more recent

Application can be installed on computer which doesn't meet minimum requirements but it will run slowly or some option won't work correctly.

Warning! MessengerCTI.Desktop application works with IPx, MAC and CCT PBX with firmware 6.53 or newer, or NCP PBX with firmware 1.11

Installation of application

Usage of MessengerCTI.Desktop is licensed so purchasing appropriate license is required. Purchased code can be entered during configuration of PBX, code determines number of devices that can use software. Licensing doesn't affect software installation. Installation file of software can be downloaded from ServNET [1] and installed on Windows computer. After installing, application should be properly configured by entering necessary PBX information to which software should be conencted: Settings - Connection with PBX.

Warning! If extension number entered in Settings - Connection tab doesn't have permissions to use Messenger.CTI application it won't be possible to connect to PBX and synchronize data.

Second stage (optional) consists of uploading to PBX prepared file containing MessengerCTI.Desktop application. It can be done by PBX administrator who has WebCTI administrator privileges. This action allows automatic updating of software on devices. Update has been described in section "Updating application"

Running application

MessengerCTI.Desktop can be run just as any other Windows compatible software. In program settings automatic start during launch of operating system can bet set. During start of program it is logging to PBX (according to settings set in Settings - Connection tab). After successful login program data is synchronized with PBX data.

Updating application

Software update is automatic and user can't affect this process. Just like updating firmware of BPX, VoIP expansion card or REC card MessengerCTI.Desktop is also updated (by PBX administrator). During each startup of program, program version is compared to version on PBX. If they differ, version from PBX is automaticaly downloaded, installed and logged to PBX. Depending on version from PBX it may install newer or old version.

Available configurations

• Simultaneous operation of desk phone and application (application VoIP mode is turned off) - calling with phone, application - dialling up outgoing calls for phone (CTS, FXS, SIP) and picking up incoming calls for phone (CTS)
• Simultaneous operation of desk phone and application (application VoIP mode is turned on) - independent choice of picking/dialing up call with phone or application.
• Autonomous application without desk phone (application VoIP mode on) - picking/dialling calls only with application.

Other functionalities, for example: chat, sending and receiving SMS, displaying video from camera, accessing call history and phone book, configuring user status and Messenger aplication are available for each of above configurations.

Application MessengerCTI.Mobile is intended for mobile devices with Android system, its description can be found HERE(manual in progress).

MessengerCTI.Desktop with paralell setup

Application with VoIP mode turned OFF

Phone calls (transmitting accoustic) are made only using phone working alongside application. Application allows to:

• for outgoing calls - searching for number in phone book or typing phone number using computer keyboard, initiating dialling, dialling with phone speaker using CTS phone
• for incoming calls- displaying caller phone number in window or caller name from phone book of PBX, pickup up incoming call on speaker phone using CTS phone.

For user of FXS nad SIP phones picking up handset is necessary.

Application with VoIP mode turned ON

Phone calls can are made with phone or with computer and application. Application allows to:

• for outgoing calls - searching for number in phone book or typing phone number using computer keyboard, initiating dialling, calling while using computer microphone and speakers or external headphones
• for incoming calls - triggering sound of incoming call, displaying calling number/name from phonebook, picking up call with computer microphone, speakers or external headphones.

MessengerCTI.Desktop working as deskphone (with NCP only)

Application with VoIP mode turned ON

Phone calls are made only with computer and application. Standalone applications allows:

• for outgoing calls - searching for number in phone book or typing phone number using computer keyboard, initiating dialling, calling while using computer microphone and speakers or external headphones
• for incoming calls - triggering sound of incoming call, displaying calling number/name from phonebook, picking up call with computer microphone, speakers or external headphones.

Application structure

Main window

Main windows of MessengerCTI.Desktop application contains interface which show information and allows access to chat windows and main functions.

Top panel

• hyperlink to software version
• application name
• default window position button
• close - minimizing to tray button

• changing application status button
• user name from Contacts
• description - editable comment field set by user that allows him to add additional descriptive information, e.g. inform about upcoming or being on vacation, about dealing with selected project

• keyboard - button to open keyboard for dialing numbers with computer mouse

• magnifier/search - button / field for searching for number or subscriber's name

• access to tabs:
  • Recent - history of most recent calls and messages
  • Contacts - phonebook from PBX with sorting options

• red dot - information:
  • about missed calls
  • about calls to be called back in CallCenter

Bottom panel

• preferences - access to program settings
• add contact
• add to clipboard - sending messages and files between user MessengerCTI.Desktop and MessengerCTI.Mobile
• creating text conference
• ACC - subscriber's account login
• DND - configuration/ activation of "Do Not Disturb" service
• FWD - configuration/ activation of "Forward" service
• change size of window

Status of application and user

MessengerCTI.Dekstop software allows to show current status of user with coloured symbol and display it inside applications of other users. Applications status is informing about user availability, depending on user actions status can be changed by him or application can change it automatically. More information can be added through text status of user. User can choose different icons/symbol to set his status manually. Additionally there is graphic informing about ringing phone or current call.

List of icons and symbols

Chart presents list of icons available in Contacts and Recent tabs:

• - for internal PBX users - different icon color represent current applications status. It can be set manually through main application window, by icon , also is set automatically for Be right back status.
• - for public subscribers.
• - for DPH.IP doorphones connected to open/closed door sensor

Status of application and DPH.IP doorphones
Icon	Icon meaning
	PBX subscriber; MessengerCTI.Desktop application is running and and LOGGED INfrom subscriber computer. Clicking icon will allow to send text messeger, SMS or dial a call to another application user.
	PBX subscriber; Be right back set by user or application, delay time is definied in general settings of application.
	PBX subscriber; Do not disturb set by user
	PBX subscriber; Invisible set by user or application is logged off.
	PBX subscriber; application is logged in (application status and icon colour can change with time), access with mobile application is on MessengerCTI.Mobile (blue smartphone icon)
	public subscriber; clicking icon will allow to send SMS or dial call to chosen subscriber.
	doorphone; current door position - door closed, clicking icon will open door
	doorphone; door are open
	doorphone; alarm timer for open doors was set off

Chart 1: Meaning of icon status of application, users and doorphones.

Chart is showing list if icon that appear on the left side of subscriber name in tab Contacts and Recent. Internal phone will have status icon being displayed

Phone status and camera information
Icon	Icon meaning
	Phone is ringing
	During call
	DND service is enabled
	Camera is associeted with phone or doorphone, clicking on icon will allow to preview camera video

Tabela 2: Icons displaying status of phone and camera

Settings

Selecting Open settings icon in main program window will display window with program settings. In every tab there is available button with info About software with information about version application and link to user's WebCTI account.

Connection

In Connection field you must enter settings neccesary for application to connect:

Application login setting

To login, application must have correct settings configured by PBX administrator:

• subscriber number - extension from PBX
• CTI access and password:
  • for IPx, MAC, CCT - ConfigMAN chart Subscribers/CTI settings - CTI - access level to CTI and Pss - Password
  • for NCP - ConfigWEB chart Extensions/Subscribers/CTI setting - Access to CTI and Password
• Server address - PBX network settings

CTI access level determines what options are available to application:

• CTI.user - MessengerCTI without VoIP and camera preview
• CTI.userPlus - MessengerCTI with VoIP and camera preview

These connections settings must be filled:

• Subscribers number" field - extension number for which MessengerCTI.Dekstop will login.
• Password field - defined CTI password (may contain from 4 to 16 characters, excluding ";" or "~"). After first application login to PBX password change may be necessary. Password can be remembered in application by putting tag in appropriate field (on right side of the password); if tag is not inserted, application will ask for it every time you log in.
• Server - IP address of PBX network interface. In case of application logging outside PBX network - IP address of edge router (port forwarding on router is necessary)

After correct configuration all of above fields, using "Connect" button will allow application to Connect with PBX and synchronize phone book and other information related to that extension. "Login successful" will apear in lower part of window.

If login credentials, configuration settings aren't correct or there are issue with network connection those error messages may appear:

• Wrong login or password. Check if correct login or password was used
• Connecting to PBX alternating with:
• No connection to PBX Check IP address that was entered and check computer LAN connection

In order to facilitate configuration of application, functionality of generating configuration files sent to user's e-mail box has been introduced in NCP PBX. After receiving e-mail, simply use From file button to select right file and application will log in to NCP automatically.

In case of problems with application - its stability, functionality, logging, etc. - after detailed description of irregularities, you can submit report using Send Logs button.

General

This window allows to configure settings defining how program works and startup options. Available settings:

• Auto start on System startup - automatic start of application.
• Start minimized - application will run hidden in system task bar.
• Set "Be right back" state after x minutes - status icon will change automatically, informing about user being away from computer after defined time
• Show call window automatically on incoming call - Enables/ disables popup window when there is an incoming call
• Choose shortcut for application window - changes application from Windows task bar to desktop and vice versa
• Choose shortcut for answer/finish call - answer call/ end call with selected keyboard shortcut
• Use media Play/ Pause button on Headphones to answer/finish cal
• Choose double click and Enter function (for contact or number):
  • show call window - choice windows is displayed with options - number, phone call, opening chat/SMS window, closing current window
  • call primary number - automatic number dialling
  • show chat window - opens text chat window
• Return window position - return to previous window position
• Set this window position as default - allows to set up default application's window potion on screen
• Clear application data - deletes all application configuration data, attachments, history

Notifications

These setting allow to set up audio notifications informing about incoming calls, messages and audio setting of computer audio devices.

VoIP

• Enable VoIP on when available - allows application to work as VoIP client (VoIP phone). Advanced VoIP settings also allow to connect application with PBX on non-standard ports (e.g. from Internet to client's edge router, MAC PBX)

CallCenter

This window allows to configure some options related to agent's handling of CallCenter queues, e.g. buttons for logging in to one, many, all queues, buttons for agent breaks

Services management

This window allows to configure Forwardings and DND services

Dialing and picking up calls

To make phone call between two users, particular hardware, software and proper configuration must be supplied:

• Slican PBX
• computer with installed and configured MessengerCTI.Desktop software
  • software logged to PBX with subscriber extension (Settings tab, Connection field)
• analog, VoIP or Slican system phone
• for video preview - DPH.IP doorphone with camera or phone associated with external camera (not applicable VoIP phones with integrated camera)

Making and answering phone call can be done using computer mouse and computer screen. Conversation (transmission of acoustics) between subscribers takes place using phone connected to PBX associated with MessengerCTI.Desktop or can be done with application itself - if it's running in VoIP mode.

After dialing required subscriber number from MessengerCTI and initiating connection - in case of:

• CTS system telephone - PBX will activate acoustics on it in hands-free mode and establish call to destination subscriber
• VoIP and analogue telephone - PBX will automatically call back telephone first (notify caller that it is ready for call) and, after picking up handset, it will establish call
• MessengerCTI in VoIP mode (MCTI) - will automatically establish call

Dialing calls to particular number

Making calls can be realised in few different way. Depending on how configured are general setting on application - option "Set double click function".

• from Contacts tab
  • choose subscriber from proper group (from drop-down list - if it exist) or from group "All contacts" by double clicking on number or contact
  • right-click on subscriber from proper group (from drop-down list - if it exist) and then select one of his numbers (associated with contact details)
  • clicking on one of icons next to selected contact: and then, after opening Messages window --> Call button
• using numeric keypad of application
• Search field - by enter telephone number directly using computer keyboard, then click on green icon handset associated with field
• Recent tab - call history:
  • we find subscriber call with whom we had contact (he called us or we called him) and then we make call by double clicking on his number or contact
  • right-click on call from/ to subscriber with whom we had contact and then select one of his numbers (related to contact details)
  • clicking on one of icon by past call and then, after opening Messages window --> Call button

In version 1.03, possibility of selecting digits in DTMF was introduced. This may be applicable in case of a call to Hotline, where you can navigate through menu on active acoustics.

Exemplary scheme of making call from MessengerCTI directly to another subscriber:

Exemplary scheme of making call from Messenger to hotline:

Incoming calls

Calls are displayed on computer screen with pop-up window, ringing application and ringing phone. Depending on applied configuration call can be answered, rejected and/ or transferred using application or phone. It is also possible to send text or SMS message back.

Connecting to camera video preview

Connecting to/from DPH.IP with integrated camera or associated phone or external IP camera(doesn't apply to VoIP phone with integrated cameras)will display automatically new window on computer screen. Connecting to doorphone allows to identify visible person and open door/gate with without picking up call.

Transfering calls - version 1.07

Call can be transfered by choosing contact or number from: Recent or Contacts.

• "blind transfer" - without checking target extensions state

• no announcing - check target extension state without announcing

• with annoucing - check target extension state with announcing

Sending messages

Application allow sending and receiving text messages between application users (internal chat) or by SMS. Message can be sent using or by typing GSM number in search field of main application window. If in PBX phone book there is GSM number associated with extension number, user sending message can choose between chat message or SMS.

Functionalities that can be implemented through chat window:

• running text chats between users of MessengerCTI application (desktop and mobile) of same PBX and linked PBX
• sending and receiving SMS
• file transfer (using paperclip button or drag and drop method)
• viewing history calls with given user
• listen to call recordings from calls made (if you have appropriate permissions)

Receving new message is signalised on Windows system task bar with two icons alternating , and popping up .

Messages history is available through hyper link Load previous. It is stored on computer local hard drive.

Searching data

MessengerCTI is using advanced way or text search. Searching can be accessed through Recents and Contacts tab in Search:

During entering characters/signs in search field, software automatically searches in database. Entries found in subscribers group displayed on left field side will be displayed under it. Entries from other group are classified as Suggested.

Contacts

This field allows for searching, displaying, customising and running actions related to contact. By default Favourites group is displayed. Subscribers from other groups can be accessed by extending groups list with mouse.

Adding contacts is possible:

• from search field - entering number and adding it with green handset icon
• from Contacts or Recent tab - right clicking on connection

From contact list we gain access to:

• favourites
• all contacts
• extensions
• created subscriber groups
• public contacts
• private contacts

Call history

Choosing Recent tab - in main program window will display call history of currently logged extension to MessengerCTI.Desktop. Window will look like this.

History is displaying all calls associated with logged in extension. Each list segment represents at least one call or message. If same subscriber(number)called/send message more then once, contact status icon will show that number. Each segment is showing caller number, his text status(for outgoing calls - chosen number and text status), length of call or call date and time. For extensions call status is also displayed. Beside text information each line have icon status for each call:

Upward arrow for outgoing call, isn't distinguished between picked up and missed call.

Downward arrow for incoming call that was picked up.

or Turned arrow for missed incoming calls, digit is showing number of these calls.

Arrow with listed lines or text bubble for text chat or sent SMS. Digit is showing number of missed messages. If history contains missed calls or unread messages icon in Recent field will be in colour red.

From History window call can be dialled or messages be send to chosen users by right clicking on subscribers text status , clicking on icons and . If internal subscriber have other number listed in their phone book, choice can be made between them. For internal subscribers there is option of editing, deleting contact and deleting from favourite list.