Latest revision as of 14:41, 20 February 2023

Aplication structure

Introduction

MessengerCTI.Mobile Slican Software is mobile application dedicated for Android operating system. It integrates smartphone, computer and subscriber's desk phone. MessengerCTI.Mobile allows users making and receiving calls as PBX subscriber, transferring calls to another subscriber, using contact book, history of calls, conducting chat and text conferences, viewing phone and MessengerCTI status of other subscribers and transferring files. Video image preview function is available for PBX that support DPH.IP doorphones equipped with camera. Application supports calls related to Call Center queues - PBX subscribers/ agents are mobile and independent of their permanent workplace. Functionally, MessengerCTI.Mobile is fully synchronized with MessengerCTI.Desktop, so regardless of version used (mobile, desktop) it always ensures work with up-to-date data.

Application advantages

• handling voice calls in VoIP mode both via GSM operator's Internet network (LTE, HSPA) and WiFi network
• handling voice calls in GSM mode
• chat, text conference and text announcements
• voice conference
• access to contact book with preview of other subscriber's availability status (chat, phone status, description, application)
• creating favorites group
• history of recent calls / chats - sorted chronologically
• full synchronization with MessengerCTI.Desktop application
• logging in as parallel phone to deskphone or as separate MCTI subscriber (only in NCP PBX)
• possibility to copy text from / to chat
• flexible configuration of sound and vibration notifications with possibility of using schedules
• access to configuration of selected PBX services (FWD, DND)
• quick reference numbers for fast call transfer
• ability to set desk phone busy if user's smartphone is busy (enabled by default)
• rejection calls on user's GSM smatphone if deskphone is busy
• ability to use DualSIM smartphones or two phones at same time (business and private)
• convenient door opening in case of calls from DPH.IP doorphone (from application connection window, contact context menu or desktop widget)
• automatic notification delay mechanism MessengerCTI.Mobile if subscriber is active on desk phone or on MessengerCTI.Desktop application
• ability to copy contacts from PBX contact book to local smartphone book
• sharing your own location
• ability to transfer photos and files (drag & drop)
• handy clipboard for sharing data between mobile and desktop application
• support for emoticons
• making calls from external number sources
• available in Google Play store (free)

Basic Features

Using smartphone, application user gains mobility and still has option of using PBX as internal subscriber.

VoIP and GSM client

• MessengerCTI.Mobile - parallel telephone, associated with equipment of desk phone (FXS, CTS, SIP). Application can work as VoIP or GSM client. User decides on which device to answer call and make call - by desk phone or smartphone. Novelty is possibility of using application as standalone telephone in NCP (from firmware version 1.11). CTIuserPlus license is required for its correct operation.
• Configuration in VoIP mode - basic configuration for using application. Both calls made and other information, e.g. about the caller's number, contacts in book, subscriber status, chats - are sent over IP network (WiFi, LTE/ HSPA Internet)
• Configuration in GSM mode - it is most often used if access to IP network or Internet in given location is weak (insufficient for VoIP calls) or unstable. All information and signaling - are still sent via IP network (WiFi, LTE / HSPA), but calls themselves are carried out by GSM operator. With poor IP transmission quality, you should take into account that information may not always be displayed.

Switching between VoIP and GSM mode can be done by user from application configuration (if PBX is properly configured).

Phone Book

Big advantage of software is simple and convenient access to contact from phone books and displaying them on computer screen. MessengerCTI.Mobile 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

By MessengerCTI text information can be sent, from internal messenger (chat) through computer network to another person with MessengerCTI.Desktop or MessengerCTI.Mobile. Chat can be used by all subscribers of given PBX and other PBX linked with eSSL ver.2 system. This functionality is especially attractive for those companies which, having Slican PBXes, do not allow use of public communicators for security reasons. To ensure parallel access from various devices (computer, smartphone), chat history is saved directly in PBX and synchronized with MessengerCTI applications on ongoing basis. An extension of this functionality is possibility of conducting chat with many users simultaneously, i.e. so-called text conference.

Text and voice conferences

Functionality that allows to PBX messages / talk simultaneously with many users

Uploading files

It is possible to send files, e.g. photos, documents, between users of MessengerCTI application (desktop, mobile)

Location sharing

Due to mobility - user can turn on selected people observation of his location. Authorized person gains ability to observe its location.

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.Mobile. 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.Mobile user can preview video from camera of other manufacturers, but those devices have to support video formats, codec compatible with VLC application libraries.

Works with desktop version

Application can be used alongside and synchronized to MessengerCTI.Desktop, that is version for computer with Windows.

Minimum requirements

MessengerCTI.Mobile application is freely available - it can be downloaded from Google Play store..

For installing application minimum requirements must be met:

• Android operating system
  • minimum version: Android 6.0 Marshmallow
  • minimum recommended version: Nougat 7.0
  • PBX and application must have access to internet

Phone with lower version of operating system then 6.0 won't be able to install application.

Application installation

MessengerCTI.Mobile usage is licensed do purchasing of proper license is required. Purchased serial code is used during PBX configuration, serial code defines number of users that are able to use application. Application licensing doesn't interfere with installation. After installing application, it must be configured for connecting to PBX: Settings --> Account (described below).

During installation, you are prompted to provide some permissions. They may vary depending on Android version and phone type. You can approve all of them or select only those related to functionalities that will be used:

• Camera - for scanning QR code (configuration) and taking and sending photos
• Location - to share your location
• Microphone - for making VoIP calls
• Internal memory - for saving photos, transferring files and using clipboard
• Phone - for using application in GSM mode
• Contacts - for copying contacts to local phone database (used only in some versions of application)
• Displaying above other applications - should be made, available so that you can answer call correctly when application is, for example: deep sleep
• Disable battery optimization - Battery optimization for app must be disabled to prevent it from going into deep sleep

Starting application

MessengerCTI.Mobile application runs just like any other application working on Android operating system. During startup application is logging to PBX (according to setting from Settings --> Account tab). After successful login synchronising between application and PBX starts (call history and chat history).

Configuring application

For proper communication between application and PBX, CTI account information and other functions must be configured properly. Configuration menu is placed in bottom left corner of application window. From drop down menu Settings menu can be chosen.

Fields required for configuration can be found here: account, notifications, handy numbers.

Settings

Account

Configured with information configured by PBX administrator:

• Your telephone number: internal subscriber number (extensions) with access to CTI communication
• Password: CTI user password
• Host: port: domain or public IP address of PBX for users outside network or private IP address for users of local network, signaling protocol port: port for communication with PBX - by default TCP 5529
• Transmission encoded: XML Protocol Encryption
• Self-signed certificate
• Read data from QRCode: instead of manual configuration - ability to scan QR code sent from NCP to user's e-mail box when configuring CTI settings or from WebCTI website
• Advanced/Port signaling protocol: communication port PBX - default for PBX is TCP 5529

Using QRcode from WebCTI -> My subscriber account or link to code sent to user's e-mail address (only in NCP PBX with properly configured e-mail client)

Calls

Options for activating headset button and microphone gain level

Call Center

Possibility to activate up to 4 login/ logout buttons and agent breaks related to Call Center queues

Other

Pozostałe ustawienia aplikacji widoczne są na załączonej grafice.

Debug option - turned on at request of software vendor (Slican) - is related to solving problems with correct operation of application

Enabling option causes that in tab About additional field appears Send logs via email. We choose e-mail client from which we will send application logs for analysis on Slican side.

Services

Calls services configuration:

• Default connection type - settings for making calls via GSM, VoIP or VoIP over WiFi
• Global services for PBX:
  • DND - do not disturb
  • Deskphone is busy when GSM is talking - during call on GSM phone - primary phone (deskphone) and thus MessnegerCTI.mobile application is not supposed to ring during incoming calls (test functionality, it does not work with every GSM phone)
  • FWD - call forwarding settings: all, busy or no answer

My desription

Setting your own comment, which will be visible to other users of MessengerCTI application (desktop and mobile) and on screen of CTS-330 system phone

Notifications

Configuring incoming call notifications:

• ringtone: selecting one from list available in application with option to mute it after specified time
• turn off ringing after x seconds - setting optimal length of ringing time
• vibration when ringing
• notification schedule for call ringtone - set weekly active use plan (ringtone in selected time ranges)

Configuring missed calls notifications:

• notify about missed call - if missed call happens, MessengerCTI icon with option to preview message will appear on Android notification bar, in upper part of smartphone screen

Configuring chat message notifications:

• notify about chat messages - enable notifications
• message tone: selecting one from the list available in application
• vibration on message
• notification schedule for chat message - set weekly active use plan (notifications in selected time ranges)

Notifications based on activity on other devices::

Functionality that allows to enable intelligent response to incoming call/notifications of MessengerCTI.mobile application. It introduces 10-second delay notification MessengerCTI.mobile relative to ringing associated phone (usually deskphone).

After starting MessengerCTI.mobile - desk phone and application will ring simultaneously during incoming call. If we answer first to desk phone, application will "remember" that we nearby phone and will delay ringing application during next call.

It ceases to apply when:

• we will not answer call
• we will pick up call with MessengerCTI.Mobie

Quick transfer

List of 3 most important user reference numbers (extensions or outside from PBX) displayed during call for easy call transfer.

About

Information about:

• Own number: PBX ext. number to which application is logged in
• Own comment: subscriber comment
• Current application version
• Type and number of connected PBX
• PBX firmware version
• XML encoding
• Battery optimization
• Privacy policy
• Used libraries
• Link to send application logs

Updating application

Application is updated automatically and user can its course in accordance with settings of automatic updates of given phone application for Google account holders. If new version appears in Google Play Store, newer version will be automatically downloaded or notified.

Application structure

Main window

Main application windows give access to following tabs:

• Last - window related to history of calls and sent messages along with subscriber status in PBX
• Contacts - access to PBX phone book with sorting options: favourites, internal, external.
• CC - handling calls from Call Center queues, possibility to log in/ out and call back

Additionally:

• Application login status icon with default connection type
• Configuration menu - application and service settings
• Silence ringtone - silence ringtone and app notifications immediately
• Clipboard - for sharing files, photos, data between mobile and desktop application
• Search - searching contacts by name and number
• Creating conference
• Keyboard - selection digits of target number

Icons meaning

MessengerCTI.Mobile gives users intuitive preview of telephone status with seperate icon for every contact or call history event. These icons allow to chose action, check call status or inform about error/issues.

Icons and symbols

Application startup window - - shows history of last calls.

This view includes following icons:

• on left: application status of MessengerCTI.Mobile user
• right: informing about phone call or message status

Table 1 presents description of meaning of individual icons informing about application status of other MessengerCTI.Desktop/ Mobile users:

• for PBX internal subscribers - icons symbolizing application's login status, touching status icon allows you to start chat or check call history
• for DPH.IP doorphones - current position of door, and by touching icon symbolizing door, you can enter history
• for contacts from outside PBX - checking call history

Icon	Icon meaning
	user logged in
	status: "Be right back"
	status set by user "Do not disturb"
	user logged out, not available or status is set to "Hidden"
	Desktop application status with configured Mobile version
	calls and messages history
	DPH.IP doorphone: door open
	DPH.IP doorphone: door closed

Table 1: Icon shows status of application, users and doorphones.

In case of phones being PBX extensions, icon will show phone status.

Ikona	Icon meaning
	number is busy
	calling number or making outgoing call
	number is not available or faulty
	DND service is on

Table 2: Icons displaying phone status

Table 3 shows meaning of icons displaying calls status:

Icon	Icon meaning
	incoming call
	outgoing call
	new missed call
	missed call

Table 3: Icons displaying calls.

Table 4 shows icons displaying message status:

Icon	Icon meaning
	Message received
	Message sent, read
	New message, received
	Message sent, not read
	Message sent, read - dialogue window view
	message sent, not read - dialogue window view
	Message sent to logged out user - dialogue window view

Table 4: Icons showing message status.

Notification	Meaning
	No connection: check network connection
	Wrong login or password: check account settings
	App not allowed in PBX: contact PBX administrator

Table 5: Error icons meaning.

Supporting messages and calls

For call between two users necessary are:

• proper account configuration of application and PBX
• full connection between application and PBX (full data synchronisation of application with PBX) - application icon should have green color
• installed Slican system phone, VoIP or analog phone for IPx, CCT, MAC, NCP PBX or configured MCTI subscriber (only NCP PBX)

Making calls

You can make calls in several ways:

1. from Contacts tab - select subscriber from appropriate group (if such in PBX contacts are created) or directly from All contacts group. Call is made by tapping contact and then selecting Dial icon from drop-down menu
2. from Last tab - you find from history we are interested in contacting subscriber (we had conversation with him, he called us or made call to him, we sent or received message from him). Call is made by tapping contact and then selecting Dial icon from drop-down menu
3. in Search field by entering telephone number or subscriber's name directly from keypad, and then by tapping green receiver on right side
4. from numeric keypad opened in lower right corner of Last tab
5. from another source of numbers, e.g. website, google calendar

Screenshots presenting different types of connection are below

VoIP mode - basic configuration for using 'application. Both calls made and other information, e.g. about caller's number, contacts, subscriber status, chats - are sent over IP network (WiFi, Internet - HSPA, LTE)

GSM mode - it is most often used if access to IP network or Internet in given location is weak (insufficient for VoIP calls) or unstable. All information and signaling - are still sent via IP network (WiFi, Internet - HSPA, LTE), but calls themselves are carried out by GSM operator. With poor IP transmission quality, you should take into account that information may not always be displayed.

Switching between VoIP and GSM mode can be done by user from application level (if PBX is properly configured).

Presented connection details on smartphone display differ depending on calls setting mode. VoIP call looks different than GSM call due to necessity to use native phone dialer.

Example of outgoing call made in VoIP mode:

Example of outgoing call made in GSM mode:

Incoming calls

Incoming call is signaled visually by pop-up call window and acoustically with bell configured in notification settings. Calls are answered (depending on whether display phone was turned off or not) by moving middle icon towards green handset or by pressing green one. If call is to be rejected, move icon towards red handset or by pressing red one.

We can redirect incoming call to another person. You can do it before answering call or during call (with or without notification):

• immediately - by pressing button with Quick transfer contact, or
• dialing number from list of contacts or recent calls

During call, user can mute microphone and/or turn on speakerphone mode.

Presented connection details on smartphone display differ depending on calls setting mode. VoIP call looks different than GSM call due to necessity to use native phone dialer.

Example of incoming call made in VoIP mode

Connection setup and conversation are carried out entirely via IP network (WiFi or Internet LTE / HSPA)

Example of incoming call made in GSM (Call pickup mode)

This mode is based on following:

• connection for user is incoming connection from Slican PBX (information about connection is sent to smartphone and MessengerCTI application via IP network - WiFi or LTE/HSPA Internet)
• physically, MessengerCTI application initiates outgoing call from user's smartphone to PBX (by GSM provider) and joins connection there, e.g. internal or external

In call pickup mode, application user has more possibilities to manage connection than in parallel calling mode

During call, GSM dialer window with MessengerCTI application "badge" appears.

Example of incoming call made in GSM (Parallel calling mode)

In parallel calling mode, information about caller (via IP network - WiFi, Internet LTE/HSPA) and connection setup (by GSM provider) are initiated in parallel by Slican PBX. During dialing and conversation, GSM dialer window with the MessengerCTI application "badge" appears.

In call history, missed call is symbolized in application with icon . Going to Last tab or callback call clears information about number of missed calls.

Calls to Call Center queue

Tab - - allows you to handle calls directed to Call Center queues

User who is agent of Call Center queue, in CC tab, can program up to 4 individual buttons, e.g. logging in / logging out from selected queue, switching on break.

With button help, user can perform appropriate activities:

• if he is permanently logged in to given queue, button is permanently green at appropriate queue (it does not respond to touch)
• if he logs in / out of queue - he uses appropriate button to log in and out and button changes color from black and white to green
• if he go on break at work - he uses button whose color changes from black - white to yellow

If user belongs to several queues, he can independently, using tabs, switch preview of each of them (status of available agents, number of waiting in queue, list of call-back subscribers)

If user calls back to person displayed in List, he independently decides whether given calls was successful (there are situations when voicemail is reported, called back carries out another conversation, destination subscriber is out of network range, temporarily lacks time, etc.)

Call to Call Center queue is displayed as normal incoming call. If there are unreaded missed calls in tab, a red dot is displayed next to CC tab.

Chat

Application allow to send and receive text messages between MessengerCTI.Desktop/ Mobile application user (internal chat).

To send message, click:

• application status icon on left side or message/chat icon on right side of username
• in username and from pop-up menu, select option Chat/History

Receiving new message is signaled by sound signal, information on bar/ in the notification window and appropriate icon next to username in call history.

If user uses both MessengerCTI.Mobile and Desktop versions, history of messages between aplications is synchronized.

Sample message exchange dialog:

You can also use standard emoticons in your messages (including text conferences and text announcements described in section below). By clicking on Type your message field or while typing text, with keyboard activated, special key is available - opening access to emoticons.

Text and voice conference

Conference preparation:

• on taskbar, select icon
• give name
• select and accept participants