THE BRIA SOFTPHONE USER GUIDE
THE BRIA SOFTPHONE USER GUIDE THE BRIA SOFTPHONE USER GUIDE 1 CONTENTS Introduction3 System Requirements and Devices 3 Login4 Emergency Calling 6 Basics on Using Your Bria Softphone 7 Placing a Call 10 Answering a Call 11 Controlling Calls 12 Turn on/off the speakerphone 12 Adding video to your call 15 Three Way Calling 16 Voicemail17 Contacts Tab 18 Favorites Tab 22 History Tab 22 Call History Tab 23 Service Management Tab 25 Group Directory Tab 26 Preferences27 THE BRIA SOFTPHONE USER GUIDE 2 INTRODUCTION The Bria Softphone from CounterPath is a powerful desktop application that, when integrated with your Business VoiceEdge™ services, is a feature-rich communications tool. The Bria Softphone allows a user’s computer to act as their work telephone, whether you’re in the office or traveling. The Bria Softphone is ideal as a primary phone for a remote office user or a secondary device for someone frequently on the go. Note: Some of the functions of the Bria Softphone such as instant messaging and presence information are not available. These functions will show up as options on the Bria Softphone but will not be active. SYSTEM REQUIREMENTS AND DEVICES SYSTEM REQUIREMENTS Processor Minimum: Pentium 4® 2.4 GHz or equivalent Optimal: Intel Core 2 Duo or equivalent. Video card with DirectX 9.0c support. Recommended to support HD video: Intel Core 2 Duo or equivalent with minimum 3.0 GHz, or a triple- or quad-core processor; Video Card with DirectX 9.0c support. Memory Minimum: 1 GB RAM Optimal: 2 GB RAM Hard Disk Space Operating system 50MB Microsoft Windows XP Service Pack 2 Microsoft Windows Vista, 32-bits and 64-bits arch Microsoft Windows 7 Connection IP network connection (broadband, LAN, wireless); Constant Internet connection Sound Card Full-duplex, 16-bit or use USB headset MULTIMEDIA DEVICE REQUIREMENTS Bria requires both speakers and a microphone to make calls. Any of the following configurations are acceptable: • • • • • • External speakers and microphone Built-in speakers and microphone Dual-jack multimedia headset Bluetooth® multimedia headset USB multimedia headset USB phone For a list of compatible devices please see the following: https://support.counterpath.com/default.asp?W345Video Cameras Calls made with Bria will work without a video camera, but a video camera is necessary to allow other parties to see your image. Bria will work with most USB video cameras. THE BRIA SOFTPHONE USER GUIDE 3 LOGIN FIRST TIME LOGIN 1. Download the software from http://apps.onvoip.net/softphone/downloads/lib/Bria_Win32_3.1.2.33_61408.exe 2. Install the downloaded software by double clicking on the icon 3. Click on “Next” on the install wizard 4. Read and check your acceptance of the terms of the end user license agreement, then click “Next” 5. On the Destination Folder, accept the Destination folder provided: a. Select “Create a shortcut for this program on the desktop” if you’d like an icon on desktop to launch the program b. Select “Launch this program when Windows starts” to have this program run every time you log into Windows c. Select “Create a shortcut in Quick Launch” if you want this available in the “Start” menu THE BRIA SOFTPHONE USER GUIDE 4 6. Select “Next” to continue installation when you have completed your selections 7. Click “Install” to begin the installation process 8. Click the “Finish” button to complete installation NOTE: The User name above is just an example, please log in with your portal/toolbar user name and password. 9. In the username field enter your username (the same as for the portal and/or toolbar for your service), followed by @ws-7.onvoip.net 10. In the Password field enter the password 11. To have your computer remember your username and password select “Remember login information” 12. To have your computer automatically login and launch the application, check “Log In Automatically” THE BRIA SOFTPHONE USER GUIDE 5 EMERGENCY CALLING The Bria Softphone uses the emergency location of your address provided for emergency 911 calls. The Bria Softphone uses Voice-over-Inter Protocol (VoIP) Service. Emergency calling services/911 may be limited or unavailable from this device under certain circumstances including but not limited to the following: • • • • • • When there is an electrical power outage, an internet/broadband service outage and/or degradation of internet connectivity. When the phone device is not configured properly. When the phone device is located at a different address than the registered order address or mobile update address you provided. To update your address, click on the “Click here for 911 Notice” banner for instructions on how to update your registered location. The number to update your registered location is 1-866-207-5515. Prior to changing your address or moving your service, or if you have any 911-related questions, refer to your user guide for instructions contacting the support center. Updating your address can take up to several business days to update your new service address in the E911 system. When due to technical factors, network design, or network congestion, calls experience busy signals or unexpected answering wait times and/or take longer to answer than 911 calls placed via traditional telephone networks. If your internet service is suspended. Please note that when you call 911 from this device, you may have to instruct the Emergency Operator of your location. 911 calls will route to the PSAP associated to last successful address update. To update your address, click on the “Click here for 911 Notice” banner for instructions on how to update your registered location. The number to update your registered location is 1-866-207-5515. THE BRIA SOFTPHONE USER GUIDE 6 BASICS ON USING YOUR BRIA SOFTPHONE Bria Softphone Menu Call Panel Additional Panel Selections THE BRIA SOFTPHONE USER GUIDE 7 THE BRIA SOFTPHONE MENU SOFTPHONE • Preferences: These settings define the options for the Bria Softphone and how it works. • Log Out: To log off and minimize the Bria Softphone to the system tray. • Exit: To shut down the Bria Softphone VIEW Change how the Bria Softphone looks. Select the panel selections you want available, increase or decrease the size of the text with zoom options. View your instant message archives. CONTACTS Provides options for your address book to add groups of people to make them easy to find, Import contacts, add contacts to your contacts panel. HELP Provides access to troubleshooting and service related features. THE BRIA SOFTPHONE USER GUIDE 8 MODIFYING THE LOOK OF YOUR SOFTPHONE Minimize to the task bar or system tray Change Panel View Detach Panel MINIMIZE OR DISPLAY IN DESK BAR Minimize the application in the Taskbar by pressing the button with the line, or press the button with the “X” to place it in the system tray. You can still answer calls when the Bria Softphone is in the task bar or system tray. If you exit the Bria Softphone while it is minimized or in the Deskbar mode, when you restart Bria Softphone it will start minimized or in Deskbar mode just as you exited. CHANGE PANEL VIEW Navigate between your panels such as your personal contacts, favorite contacts and your company directory (BW Contacts) DETACH PANEL This allows you to make a separate window out of any panel you want to move on the screen. THE BRIA SOFTPHONE USER GUIDE 9 PLACING A CALL You can use the Bria Softphone to place calls; there are many ways to place calls using the Bria Softphone. METHOD Dial a Number WHERE Call Panel Dial pad Call Panel 3. Type in a number using your keyboard and press ‘enter’ 4. To make a video call select the call options in the call button Address Book Contacts, History and Favorites Drag an entry from the address book tab into the call panel and the call shall be placed immediately Double Click a Contact Address Book Contacts 1. Double-click on the name to immediately place a call in these tabs 2. Alternately, right click and select video or audio call from the menu Click a Number Call History, Group Directory Click the underlined number to immediately place a call Key in Number Drag and Drop Contact 1. If the Dial pad isn’t visible, press “Show or Hide Dial pad” button to view dial pad 2. Use the Dial pad to enter in the extension or the ten digit number and press the call button INSTRUCTIONS PLACE A CONCURRENT CALL If you want to place a concurrent call while you have an active call, just dial another number and the first call will be put on hold and the new call will dial out. NOTE: PLACE A REMOTE OFFICE CALL A remote office call cannot be placed using the Softphone dialer. To place a remote office call you must use the toolbar. ENDING A CALL Press the red End Call button on the call panel. THE BRIA SOFTPHONE USER GUIDE 10 ANSWERING A CALL The Bria Softphone must be running to answer incoming calls. When the Softphone rings a box alerting you of an incoming call, with this box you can accept to answer or decline the call. Declining the call will treat the call like an unanswered call (for example it will send your call into voicemail if you have a voice mailbox). AUTO ANSWER If you select Auto Answer from the More Call Options Menu then the Bria Softphone will automatically answer and connect you to any incoming calls. An icon will appear on your Softphone under the More Call Options menu that looks like this: More Call Options Menu The auto answer feature is automatically turned off when you shut down or log off, you’ll need to manually turn it back on each time you log back in. THE BRIA SOFTPHONE USER GUIDE 11 CONTROLLING CALLS The following are options that are available during a call in progress. • • • • • • • Raise or lower volume Mute the call Turn on/off speakerphone Hold Call Add the other party as a contact Transfer the call Add video to call RAISE OR LOWER VOLUME Click on the volume icon on the active call and either drag the volume up or down or use the arrows on your keyboard. MUTE THE CALL Click on the microphone icon to mute your voice on the call. TURN ON/OFF THE SPEAKERPHONE If your computer is equipped with a speaker phone, click the speaker icon to turn on or off. THE BRIA SOFTPHONE USER GUIDE 12 HOLD CALL To hold call click the “Hold” button, the call information will then be minimized within the Softphone, to unhold the call click “Resume.” ADD PARTY AS CONTACT Click the yellow plus sign next to the active calling party’s name to add them to your contact list. A dialog box will appear to allow you to add additional information. TRANSFER CALL Click on the call transfer button to transfer a call. Clicking on this icon will put the caller on hold and change the window to allow you to enter in the party to transfer. There is a box to enter in a phone number or drag a contact into the box (note: click to dial in your group directory will not work as a transfer address, you’ll need to enter in the number in the transfer box). THE BRIA SOFTPHONE USER GUIDE 13 CONSULTATIVE TRANSFER Click the “Call First button” when the call is connected and you will be able to tell the person who you are transferring to who the party is you are transferring. When you are ready to transfer the call then hit the “Transfer Now” button and the two parties will be speaking. Note: your calling line ID will be delivered to the party you are transferring to. Press Cancel to stop the transfer and then you can reconnect with the original party. BLIND TRANSFER A blind transfer will allow you to transfer the call to the other party without speaking to that party first. The calling line ID information will show up as the transferred party when you use this capability. Click the transfer button as described above and populate the number you are transferring to. Click the arrow next to the green box that is populated as call first and select Transfer Now, which will automatically send the call and end your call with the transferred party. THE BRIA SOFTPHONE USER GUIDE 14 ADDING VIDEO TO YOUR CALL Either you or the other party can add video to your active call at any time during the call. To add video click the “Start Sending Your Video”. This will send the video to the other party (if they have video capability). A video panel will open and show the video being sent in the corner and if the other party is sending video they will be in the larger image. The video panel is separate from the Softphone panel. PAUSING AND RESUMING VIDEO To pause or resume video, click the camera icon to stop sending your video. THE BRIA SOFTPHONE USER GUIDE 15 THREE WAY CALLING To add another caller onto an existing call for a three-way call, in the bottom right corner click the arrow and select “Invite to Conference Call”. A dial box will show up where you can either drag a contact to the box or type in the number. When your three-party call is established your Bria Softphone will show Conference Call 3 Participants and list those whom are on the call in the active call window. THE BRIA SOFTPHONE USER GUIDE 16 MERGING TWO ACTIVE CALLS If you have two active calls (with one on hold) use the call options in the lower right hand corner and select merge calls, and it will allow you to merge the two active parties into a three way call. SPLITTING A THREE-WAY CALL Click the arrow next to any participant and it will allow you to split the call or end the call with both parties. Upon splitting, one party will be active and the other will be on hold. VOICEMAIL If your service includes voicemail, then when you have voicemail messages, an envelope icon will appear near the top of your Softphone and will indicate the number of voice messages you have. Click the icon to automatically connect to voicemail to listen to your messages. Note: to enter in your passcode for the voicemail system you must click in the call status window prior to entering in your passcode. THE BRIA SOFTPHONE USER GUIDE 17 SHARED CALL APPEARANCE In some instances the Softphone may be implemented as a Shared Call Appearance (SCA) to another phone. In the case of Shared Call Appearance you may only be able to use one phone simultaneously; therefore the other phone shall not be able to place or receive calls (i.e., get dial-tone) while the SCA phone is on a call. If you need to transfer a call from an SCA phone to the other line then you can put the call on hold and then un-hold from the other phone. CONTACTS TAB The contacts tab displays your personal contacts and lets you specify multiple contact methods including Softphone, work, home, and mobile phone numbers for calling. You can also specify an email address which will open your default email program (if available) and a website address that will take you to their website. Contacts are organized into groups. Default groups include family, friends and work. You may also add your own groups by clicking Contacts>New Group on the Bria Softphone Menu. You can assign a contact with a primary contact method (e.g., home phone) that will be dialed by dragging that contact into the call bar. THE BRIA SOFTPHONE USER GUIDE 18 ADDING CONTACTS You may add a contact in the following ways: METHOD WHERE INSTRUCTIONS Adding while on an active call Active Call Window 1. When on an active call, click the “+” sign next to the user’s name. 2. The Contact Profile dialog box will appear and you can fill out additional contact methods and assign primary contact method and group for that contact. Adding from History Tab History Tab Right click on call in the history tab and select “Add Contact” Import Contacts Bria Softphone Menu 1. Select Contacts>Import Contacts 2. Options include Comma-Separated Values, vCards (vcf file) or Outlook or Exchange server. Add from Group Directory Group Directory Tab Click on the add contact icon in the group directory tab for the Contact Profile dialog box. Add from Contacts Tab Contacts Tab Click the “Add a New Contact Icon” in the contacts tab for the Contact Profile dialog box. THE BRIA SOFTPHONE USER GUIDE 19 CONTACT PROFILE DIALOG BOX The contact profile dialog box allows you to put in the contact information, group and primary method for your contacts. FIELD DESCRIPTION Display As This is a required field and is the name that will appear in the call display and caller alert when you receive a call from this contact. First Name/Last Name Optional fields for the contact’s first and last name Group Click to show the list of groups and check the groups to add this contact to Contact Methods At least one contact method must be populated NOTE: The “See this person’s Softphone online presence” feature is disabled Double-Click Action Choose the desired method to call if you double click this contact in the contact tab THE BRIA SOFTPHONE USER GUIDE 20 MODIFYING CONTACTS Right click on the contact and select Edit Profile from the menu. MOVING A CONTACT TO A DIFFERENT GROUP Select Contact and drag the contact to a different group. DELETING CONTACTS Right click on the contact and select delete from the menu. DIALING CONTACTS The following methods can be used to call the contact in the contacts tab: • Double click the contact to start a phone call • Drag the contact to the call display to start a phone call • Right click the contact and select “Start a Call” or “Start a Video Call” FIND A CONTACT To search by name, use the type a name or number in the search field pictured below: THE BRIA SOFTPHONE USER GUIDE 21 FAVORITES TAB The favorites tab allows for a subset of the contacts for easy access to dial. To add someone as a favorite the following options are available: • Right click on the contact in the contacts tab and select “add to favorites” • Select “Actions” from the Bria Softphone Menu and select “Add to Favorites” while the contact is highlighted REMOVE FROM FAVORITES To remove from favorites right click the contact in the favorites tab and select “remove from favorites.” HISTORY TAB This tab is the list of calls your Softphone has made, received or missed while the Softphone is active (it will not identify calls made from another phone (if applicable) or missed calls while the Bria Softphone was inactive. THE BRIA SOFTPHONE USER GUIDE 22 You may filter with the following settings in the Filter Options menu box next to the search field. You may select from the following: FIELD DESCRIPTION All Show all calls Missed Show incoming missed calls Received Show incoming received calls Dialed Show outbound dialed calls HISTORY PANEL ICONS Calls in the history log have the following icons: Missed Calls: Received Calls: Dialed Calls: CALL HISTORY TAB The call history tab is a more detailed account of all the calls for your service and includes calls missed when your Softphone was not on as well as any remote office, call forwards or Anywhere calls. THE BRIA SOFTPHONE USER GUIDE 23 UPDATING THE LIST OF CALLS To update the list of calls press the F5 button on your keyboard to refresh. FILTER ICONS The following is a list of icons in the Call History list. ICON TYPE DESCRIPTION Missed Call Filter Press this icon to view all missed calls Received Call Filter Press this icon to view all received calls Placed Call Filter Press this icon to view all placed calls All Calls Press this icon to view all calls CALL TYPE ICONS Icons similar to the filter icons are in grey next to the called or calling number to identify call types. ICON TYPE Received Calls Placed Calls Missed or Blocked Call DESCRIPTION PLACING CALLS Click on the underlined number to place a call to any item in the call history panel. THE BRIA SOFTPHONE USER GUIDE 24 SERVICE MANAGEMENT TAB The service management tab allows for the setting of common call handling functions from the Softphone. Services that can be changed from the service management tab include: • • • • • • • Be Anywhere Call Forward Always Call Forward Busy Call Forward No Answer Do Not Disturb Remote Office Simultaneous Ring Note: These features must be assigned to you to set or change. Please see the service guide for details on how these features work. THE BRIA SOFTPHONE USER GUIDE 25 GROUP DIRECTORY TAB The Group Directory Tab provides you with your company directory to easily dial persons you work with. You can also add group directory contacts to your contacts to store alternate numbers and find quickly. Use the search field by typing in the first letters of the last name to quickly find a contact. Click on a blue underlined number to dial someone from the directory. Press on the add contact icon someone from the group directory to your contacts. THE BRIA SOFTPHONE USER GUIDE to add 26 PREFERENCES To modify your preferences of the Bria Softphone choose Softphone > Preferences. PREFERENCES – APPLICATION This panel lets you set your preferences for general application behavior. THE BRIA SOFTPHONE USER GUIDE 27 PREFERENCES – ALERTS AND SOUNDS The Alerts & Sounds folder lets you control the call alerts. For a visual alert for an incoming call check Enable Alert Displays. The alert display will allow you to answer using your Bria Softphone. THE BRIA SOFTPHONE USER GUIDE 28 The sounds tab allows you to identify when you receive audio notifications. THE BRIA SOFTPHONE USER GUIDE 29 PREFERENCES – DEVICES The Devices area allows you to change and modify settings for the headset, speakerphone and cameras. THE BRIA SOFTPHONE USER GUIDE 30 PREFERENCES – SHORTCUT KEYS The Shortcut Keys area allows you to set and customize keyboard commands for basic call answering and in call functions. THE BRIA SOFTPHONE USER GUIDE 31 PREFERENCES – NETWORK The Network Preferences allow for the toggling of the bit-rate for the applications based on bandwidth. The default setting is Fast Cable, DSL or ADSL. THE BRIA SOFTPHONE USER GUIDE 32 PREFERENCES – MEDIA QUALITY The Media Quality preferences allow you to modify the settings on your audio and video. THE BRIA SOFTPHONE USER GUIDE 33 SELECTION DESCRIPTION Audio Quality Reduce echo from speakers Turning on this feature improves sound quality. The default is on. Reduce background noise Automatically removes background noise, typically used with speaker phones. Automatic gain control This feature is typically on. Preserve bandwidth during silent periods This is typically off, but if you’re on a low bandwidth connection, like ISDN, you may want to turn it on. Volume control Choose your preference of volume control. Video Quality Enable this option Click this if your video is upside down. Limit available resolutions If this is enabled the Bria Softphone will determine the video resolution based on your monitor settings. Resolution options Recommended to set at standard resolution as default. Adjust to preference due to computer and network conditions. PREFERENCES – DIRECTORY The default is none. See your system administrator for network directory options. PREFERENCES – CALL AUTOMATION Settings for auto-answering are to be set in this section. © Comcast 2013 Comcast Business Services. All Rights Reserved. THE BRIA SOFTPHONE USER GUIDE GDE57770_5.13 34
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