hud web user guide - netfortris - enterprise business ... · extension by changing your location....

Welcome to Heads Up DisplayTM (HUD) Web! HUD Web gives you the unified

communications (UC) tools you need to conquer collaboration – all from the

Web browser you already use for many everyday tasks.

Along with our free Fonality Academy classes, this User Guide will help you make

the most of HUD. HUD is where you’ll manage your phone calls, voicemail, chat,

conference calls, screen sharing, video conferences, and even see who's at

their desk or on the phone (known as "presence"). All this makes it easy to

connect quickly and easily with the right people at the right time.

Stick with us, kid. You’ll be connecting more efficiently with other employees,

customers, and partners in no time.

HUD Web User Guide

http://www.fonality.com/fonality-academy/

2 HUD Web 1.4.4 User Guide

Getting Started ________________________________________________________________ 4

First things first! _______________________________________________________________ 4

Logging in ___________________________________________________________________ 4

Get the extension ____________________________________________________________ 4

Meet the Dashboard ___________________________________________________________ 5

Setting Status __________________________________________________________________ 7

Changing your location ______________________________________________________ 7

Calling ________________________________________________________________________ 8

Making calls _________________________________________________________________ 8

Answering (or Declining) calls _________________________________________________ 9

Call Menu ____________________________________________________________________ 10

Parking calls ________________________________________________________________ 10

Moving an active call _______________________________________________________ 11

Placing a call on hold _______________________________________________________ 11

Recording a call ____________________________________________________________ 11

Using Notifications ____________________________________________________________ 13

Notifications area ___________________________________________________________ 13

Favicon notification count ___________________________________________________ 13

Transferring Calls ______________________________________________________________ 14

Internal transfer _____________________________________________________________ 14

External transfer _____________________________________________________________ 16

HUD Softphone ___________________________________________________________ 17

Chat _________________________________________________________________________ 18

With a contact ______________________________________________________________ 17

Starting a group chat ________________________________________________________ 18

Creating a new group _______________________________________________________ 20

Search chats ________________________________________________________________ 20

File Sharing ___________________________________________________________________ 21

Table of Contents


Chat drag and drop ________________________________________________________ 21

Chat attach ________________________________________________________________ 21

Avatar hover ________________________________________________________________ 21

Downloading shared files ____________________________________________________ 22

Conference Calling ___________________________________________________________ 23

Start a conference call ______________________________________________________ 23

Find your favorite spot _______________________________________________________ 23

Join from an active call ______________________________________________________ 23

Invite others to join __________________________________________________________ 24

Join a conference call ______________________________________________________ 24

Leave a conference call ____________________________________________________ 25

Kicking someone off _________________________________________________________ 25

Calls & Recordings ____________________________________________________________ 26

Checking voicemail _________________________________________________________ 26

Managing voicemail ________________________________________________________ 27

Call Center ___________________________________________________________________ 28

Managing queues __________________________________________________________ 28

Unanswered queue call transfer______________________________________________ 28

Search _______________________________________________________________________ 29

Dock _________________________________________________________________________ 30

Customizing your dock ______________________________________________________ 30

Settings (Me) _________________________________________________________________ 31

General ____________________________________________________________________ 31

Adjusting HUD Web softphone preferences ___________________________________ 31

Adding a personal photo/avatar ____________________ Error! Bookmark not defined.

Web Launcher ______________________________________________________________ 32

Customize Your System ________________________________________________________ 35

Optional features ___________________________________________________________ 34

Integrations _________________________________________________________________ 34

Additional Resources __________________________________________________________ 36


First things first! Before we go any further, let’s make sure you’ve got the two things you’ll need

to log into HUD Web – your Server ID and login. If you don’t already have them:

1. Get your Server ID from your Administrator.

2. Email [email protected] to receive your login credentials.

Logging in 1. Open your favorite Web browser – or click the link – and go to

http://hudweb.fonality.com/. (HINT: Bookmark that URL!)

2. Enter your Username and Password in the fields shown below:

NOTE: Contact your Administrator if you have not received an email from Fonality with your

login credentials.

Get HUD Softphone When you log in the first time, you’ll be prompted to download and install HUD

Sofphone. This allows you to make and receive calls using your computer

(usually with a headset) and enables “screen pop” notifications when you’re

doing other things. Follow your browser’s instructions to download and install.

Getting Started

mailto:[email protected]

http://hudweb.fonality.com/


Once you’re logged in, you’ll see that your HUD dashboard features three main

vertical sections.

On the left, you’ll find your Company Directory. This is where you’ll manage and

communicate with contacts, both internally and externally. Here are two of the

five views you can select.

All View

On the right, you’ll find the

Dock. This is where you

can bookmark Groups,

Contacts, Conference

Rooms, and Queues. You

can even manage

parked calls here.

Recent View

Meet the Dashboard


In the middle, you’ll find the main menu with icons representing different built-in

communications tools across the top.

We’ll explore each of these components in this User Guide:

Me. Hey, this is you! This is home base for setting you6r status, viewing

recent calls, and adjusting Account Preferences.

VM & Recordings. Listen to your voicemails and any recorded calls.

Conferencing. Find an available line for conferencing, set up the

conference call and invite people to join.

Call Center. View your call queue – or everyone’s call queues – and how

many calls are waiting.

Search. Type or speak the name of any contact, team, queue, or

conference room.

Integration. The menu includes integrations we’ve provided, like Video

Collaboration (shown here), or ones your company has chosen for you.

* Included for everyone when you subscribe to Fonality Ultimate Edition; available for Fonality

Professional on a per-user basis.

More than just a pretty face

The avatar pop-up menu shows you

available options to connect instantly.

In addition to starting a call or chat,

customer favorites include:

Quickly send any file or document without using clunky email.

Add this Contact to your Dock for easy access any time.

Leave a voicemail when a Contact is Offline, Busy, or on the phone.

Start an instant Video Collaboration session*.

Barge, Monitor, or Whisper on other calls for quality assurance and training

with Advanced Call Center*.

HINT: Hover over the avatar for Groups, Queues, and Conference Rooms to

access their features in a similar fashion. You can Dock them, too!

Setting Status

http://www.fonality.com/features/contact-center


A typical Fonality system includes registered Office, Web softphone, and Carrier

(Mobile) phone locations. Select users may also have secondary Office or Home

locations. Changing the location in HUD Web tells the system where to send your

calls.

Changing your location With HUD Web, you can route calls to your cellphone, softphone, or alternate

extension by changing your location.

1. From your profile (aka Me),

click Location

2. Use the location dropdown

to select a different location

to route calls.

Most users will see the following options:

Carrier

This is your mobile number. For instructions on how to register your mobile

number the first time, see the Settings section.

HUD Web Softphone

The web phone allows you to place and receive calls using your

computer’s speakers, microphone, or a computer headset.

(HINT: If your web phone is not registered, you may not have the

web phone extension installed. Check your Notification area for the

download prompt. If that doesn’t work, contact your Admin or

Fonality Support.)

Office

If your Admin has ordered a desk phone for you, this will appear as

“Office” with your extension.

http://www.fonality.com/support


Making Calls To make calling convenient, HUD gives you several options on your desk phone:

Hover over any Contact Avatar

photo, and then click Call.

Type or paste the number in one of

two Phone number boxes located:

1. Bottom left below your

Directory on any screen

2. Top middle when on your main

“Me” dashboard

To find a contact, type a name in the

Search box from the All tab of your

Directory.

HINT: Your Location on the Me tab determines where the phone will connect your end of the

call, provided you’ve completed setup for the following:

Office will ring your desk phone

HUD Web Softphone will connect using your softphone with computer mic and speakers

Carrier works its way to your mobile

Other options like a second desk phone for your home office may also appear.

Calling


Answering (or Declining) Calls Any incoming calls will appear as a notification in the bottom left corner of your

HUD dashboard. From there, you have three options:

1. Click Decline to immediately

end the call.

2. Click Accept to answer the call.

3. If you do nothing, the caller will

be sent to your voicemail.

NOTE: If you click Decline, the caller will not be

given an opportunity to leave a voicemail.


Once you’re on a live call,

you’ll see the active call

menu.

In addition to seeing how

long you’ve been on the

call, you will also find a

number of helpful options.

To transfer a call using the active call menu, see Transferring Calls.

To move your active conversation to a conference room, see Conference

Calling.

Parking Calls Need a subject matter expert to answer a

question for you? “Park” the call! It’s similar

to putting someone on hold, except that

everyone in HUD can see and access the

call. You can pick that call back up,

transfer it to a SME, or someone else can take over with just

one click.

1. On the active call menu, click Park.

2. The parked call will appear on your Dock beneath

Parked Calls.

3. From here, anyone in HUD can take the

parked call by hovering over the avatar and

clicking Take.

Call Menu


Moving an Active Call One benefit of using HUD is the ability to switch between various locations mid-

call. For more information about setting your location, visit Changing your

location.

1. On the active call menu, click Move.

2. Select one of your registered

locations (e.g. Home, Office, HUD

Web Softphone)

3. Your active call will be transferred to

your new location.

Placing a Call on Hold Need a moment? Place your call on hold with one click!

1. On the active call menu, click Hold.

You will know your call is on hold

because the Hold button will

change into a Talk button outlined

in orange.

2. To re-enter the call, click Talk.

Recording a Call Think you might want to refer back to this conversation? Start recording!

1. On the active call menu, click

REC●. You will know your call is

recording by the red outline on the

REC● button.

2. To stop recording, click the REC●

button again.


3. You can view and listen to your

recording on the VM & Recordings

menu located on the main menu.

NOTE: You can similarly record from a conference

room. See Conference Calling for more info.


Notifications Area In the bottom left-hand corner of your HUD

dashboard, you can view recent events —

such as missed calls, chat messages,

voicemail messages — and choose whether

or not to respond by calling back, jumping

into a chat, listening to a voicemail and

even reading voicemail transcriptions (if

subscribed).

In this same area, you can accept or reject

calls (see Calling).

Favicon Notification Count For each missed chat, call or voicemail, the Fonality favicon (the “bar F” taken

from the Fonality logo) on the user’s browser tab transforms into a counter that’s

easy to spot even while working in other tabs.

No notifications With notifications

Using Notifications


Internal Transfer You can transfer calls to a colleague one of two ways. The first is as easy and as

drag and drop.

Drag and Drop Transfers

1. Click and hold on the Call Box in the Bottom Call area

2. Drag and drop it onto any Contact in your Directory or Dock.

3. Select the final destination:

Extension

Straight to Voicemail

Mobile

Done!

HINT: If the Contact you want isn’t showing in your Directory or your Dock

1. Click All in your Directory in the left panel (below the Fonality logo).

2. Start typing a name until the person you’re looking for appears.

3. Drop the call on ’em.

Transferring Calls


Call Menu Handoff

You might not know how you’re going to handle a call when you first get it. Or

maybe you need to talk with the call for a while before transferring.

This might be a step or two more than the Drag and Drop Transfer, but the Call

Menu is a powerful place!

1. From the Call Menu in the

center panel, click

Transfer to bring up the

Transfer Menu

2. Start typing a phone

number, extension or

contact name in the To:

field and select a transfer

destination.

HINT: You can also drag a contact

from your directory or dock and

drop it into the To: field.

3. Click Cold Transfer, Warm

Transfer, or To Voicemail.

And you’re done!

NOTE: Selecting Cold Transfer will deliver the active call directly to the transfer destination. Warm

Transfer will first allow you to speak with the transfer destination contact (e.g. “Hello James, I

have Sally on the line for you”), then a second click will complete the transfer.

HINT: If not already in the Call Menu, and you want to be … click on an active call in the Call

Box in the lower left to get there.


External Transfer

There are two easy ways to transfer a call to an external number.

Drag and Drop

This is very similar to the drag and drop

process for internal transfers.

1. Identify the external contact you wish

to transfer to under the External tab in

your left-panel Directory.

2. Drop the call on ‘em.

3. If the External Contact has both a

business and a mobile number ,

a popover will display.

4. Choose the preferred call destination.

You’re all done!

To transfer from the Call Menu, follow the same steps as you would to transfer to

an internal contact. See Call Menu Handoff.


Your HUD Desktop Companion The HUD Softphone allows you to make and receive calls using

your computer (usually with a headset) and enables “screen pop”

notifications when you’re doing other things. Best of all, you can

use the Softphone even when you don’t have HUD open.

To place a call, type a phone number or extension into the

NUMBER/EXTENSION field and click the button. You can also

click the icon to dial numerically.

Manage Calls with Ease You can manage calls directly from the Softphone platform.

Options include:

Place active call on hold

Dial using a traditional dialpad

Adjust input and output audio levels

Mute your call

Transfer call to another phone number/extension

Move call to another device (e.g. your mobile phone)

When you place a call on hold, it will be queued at the bottom of

the Softphone. From there, you can “swap” out a call by clicking

the button so that the call becomes active and the active call

is placed on hold.

Application Menu In addition to the new Softphone, you’ll notice a new App Icon

on your Menu Bar or System Tray. Click this to access additional

Application Menu options. From here, you can:

Update your Presence and/or Location

All status changes are instantly updated in HUD Web

Launch HUD Web

Place a call

Check missed calls, voicemails, and chats

Access your Settings

HUD Softphone


With a Contact Starting a chat with one of your colleagues is simple!

1. Locate the person using the Contacts Menu in the left-hand section of the

dashboard under Favorites, Recent or Groups.

2. If your contact isn’t under one of these categories, CLICK => All to search by

Name, Number or email address.

3. Click Contact Name to chat.

Starting a Group Chat With group chats, you can have a department-

wide brainstorming session without ever leaving

your desk! Invite as many or as few people as

you’d like.

Contacts Menu

1. Click Groups in the Contacts Menu

2. Scroll to locate the Group you want to chat

with.

3. Select any Group you are a member of and

start chatting!

Chat


Docked Groups

1. Hover your mouse over the group

avatar to view the actions menu.

2. If you are a member of that Group

you can click Chat.

Conference Room You can also Chat with fellow

participants in a conference room.

1. Under Conferencing, hover your

mouse over the avatar of an active

conference room. Click Chat.

2. Or, while in a conference room, click

the Chat tab.

Creating a New Group Want to chat with a group that doesn’t exist

yet in HUD? No problem! You can build a

New Group in seconds!

1. When you have the Groups tab

selected, click New.

2. On the New Group menu, name and

describe your group.

3. Now you can hand-pick your new

team by searching for individuals in

the Members field.

4. Finalize by clicking Create Team.


Search chats To search through a previous chat

conversation, navigate to the individual,

group, or conference room with which

the conversation took place and select

the Chat tab.

1. Enter a keyword or phrase into the

Search box.

2. Click the ▲ and ▼ buttons to browse

any instances of your keyword or

phrase in previous chat conversations.

HINT: If the chat session recently occurred, you can quickly find it by clicking Recent in the

Company Directory.


File Sharing comes in several flavors.

You’ll find it practically everywhere!

Chat Drag and Drop You can drag a file right from your computer into an active chat conversation.

Chat Attach

1. In the chat window, click the Paperclip Icon.

2. Choose the source of the file you wish to

share (e.g. Dropbox, Google Drive, your

computer).

3. Select the file you wish to share.

Boom! It has been sent, and you’re all done.

HINT: If you’re not already, you will be asked to log into

your chosen File Sharing service.

Avatar Hover You can also share a file by hovering over an avatar image. Click File Share,

and then follow steps 3-4 above.

File Sharing

NOTE: To enable file sharing on IE 11 (Internet Explorer), follow these steps.

http://help.fonality.com/HUD/HUD_Web/File_Sharing_in_HUD_Web/File_Sharing_for_IE_11_Users


Downloading shared

files A shared file appears as an icon in

your chat box.

1. Click the icon of the file you wish

to download.

2. A box will appear with a list of

shared items.

3. Select a file and confirm it is the

one you want by looking at the

preview on the left.

4. Click Download Current.


Host an audio conference from wherever you are! Getting there is a choose-

your-own-adventure situation. Every story has a happy ending because you can

start or join the way you prefer.

Start a conference call 1. Start by selecting the Conferencing icon on the

main menu.

2. Click Find Free Room & Join.

Find your favorite spot 1. Find a specific room one of three ways:

Scroll through the list of rooms, looking for

your party.

Know the name or number of the room?

Enter it into the Search bar.

You can also choose to Sort By Room number.

2. Hover over the room Avatar and click join. Click on the room description to

see a full list of who’s there before you join.

Join from an active call 1. From the active call menu, click Conf

Room.

2. Select a conference room from the

Transfer menu

3. Click Join.

Conference Calling


Invite others to join It’s time to fill up your conference call with top-notch attendees!

By name

1. Click Add Someone to invite

another person to join the

conference.

2. The invitee will receive a call

with the room Caller ID.

3. Once they click Accept, they’ll be

placed in the conference.

Drag and drop

Another easy way to add someone to

your conference room is to drag their

name from your Contact Menu or Dock to

the Conference Call Menu.

Join a conference call Someone already started without you? Jump right in without missing a beat!

1. Click the Conferencing icon on the main menu.

2. Find your audio conference room one of three ways shown under “Find your

favorite spot.”

3. Click on the Room and click Join.


Leave a conference call To leave a call, all you have to do is click Leave on the Conference Call Menu.

HINT: If you’re suing a desk phone, you can also

simply hang up to leave a conference call. HUD

will detect that.

Kicking someone off We know you might be tempted to

overuse this one – but we’re confident you

can handle this kind of power!

1. To kick a participant off of the

conference call, hover over their

avatar and click Kick.

NOTE: They will be informed that they’ve been

“kicked.” You can’t write it off as a bad

connection.


Click the VM & Recordings icon on the main menu to view your voicemails and

recorded calls.

Checking voicemail

You can access, listen to, download or delete your voicemail messages without

ever picking up a phone! Just follow these easy steps:

1. Select the Voicemails tab on

your VM & Recordings menu.

2. Select the voicemail you’d

like to listen to by clicking

anywhere inside the

message menu.

NOTE: If your Fonality system has

voicemail transcription, you will see

text transcriptions of all available voice

messages.

3. Here, you can listen to your

message by pressing the ► button

Voicemail & Recordings

Jeff OMalley


Managing voicemail

There are several action items available for voicemails.

From the Actions dropdown, you can mark all messages as Read or

Unread or Delete all read voicemails.

From the Sort By dropdown, you can sort messages alphabetically, by

date received, or by whether they’re marked read or unread.

Below individual voicemail messages, you have the following options:

Call the caller back

Download the message

Mark message as unread

Delete message


The Call Center menu is great way to organize multiple calls, reduce hold times

and maximize your customer interactions all at once!

Managing queues

1. Click the Call Center icon on the main

menu to view any queues you’re

authorized to view.

2. You can view My Queues or All Queues

by selecting the tab.

3. Click the My Status tab to log in and out

of particular queues.

NOTE: When you have the My Queues or All Queues tab selected, you can sort queues by seven

different options including Longest hold time and Calls waiting.

For customers who want even more call center solutions, advanced

functionality can be added to our Professional and Ultimate editions.

Unanswered queue call transfer When a queue call has gone unanswered too long, queue managers can

transfer directly to an available agent or other team member.

Drag and drop

1. Click the caller icon and

drag it to an available

agent.

2. You’re done! The agent’s

phone will ring and the

caller will be removed

from the queue.

Call Center




Find anything in HUD with ease! If only you could use the Search function to find

your keys…

1. Click the Search icon on the main menu.

2. Enter a Contact Name, Team, Queue or Conference Room.

3. Click Search.

Search


Customizing your dock

The Docking Area is your new best friend!

Customize this open space with the Contacts,

Groups, Conference Rooms and Queues you

use most often through simple drag-and-

drop. By default, My Queues and Parked

Calls will always appear in the Docking Area.

To add an item to your Docking Area, simply

drag and drop the icon onto the dock! It’s

that easy!

To remove an item from the Docking Area, hover over the icon and click

Undock.

Dock


To open the Preferences Menu, click

the preferences icon in the top right

corner of HUD.

General Under the General tab, you can

customize your Interface Settings and

Dashboard, edit Softphone and Sound

preferences, and set up an Auto Away

for when you become inactive.

Adding a personal photo/avatar Add a picture or avatar to your profile to make yourself instantly recognizable!

1. Start on the Preferences

Menu and select the My

Account tab.

2. Under My Personal

Information, click Upload to

browse the images on your

computer.

3. Select the image you want

and click Open.

Would you look at that, you’ve got a new avatar!

Settings


Web Launcher Our patented Web Launcher feature gives you the power to automatically

open a webpage when you answer and/or hang up a call. Just like that, HUD

integrates your calls with your CRM, accounting, web search, and more.

General settings

Outbound calls

Inbound calls


Web Launcher variables you can use

%%caller_number%%

Number of the party on the other end of the call.

%%caller_number_raw%%

Same as %%caller_number%%, except stripped of all non-numerical characters

(such as "-" dash).

%%caller_name%%

Name of the party on the other end of the call -- when presented by HUD,

Outlook, your PBX (see Set Incoming Caller-ID Name), or your telco provider

%%my_extension%%

Your extension.

%%duration%%

The duration of your call in seconds, minutes and hours. For example, 2 minutes

34 seconds would be passed as 02:34. Useful for example if you manually start

the web-launcher by right-clicking on the call and selecting a

weblauncher action, or clicking the weblauncher button on the call alert.

%%type%%

Call type: either "inbound", "outbound" or "queue".

%%username%%

(may be disabled in newer builds for security reasons)

Your username for accounts that require authentication. Your Fonality HUD

username.

%%password%%

(may be disabled in newer builds for security reasons)

Your password for accounts that require authentication. Again, just your Fonality

user password.


Optional Features The following options are included with our Ultimate bundles and available for

as an add-on with our Professional Edition. Click links to learn more.

Video Collaboration Eliminate separate video conferencing and online

meeting services with our integrated solution.

Voicemail Transcription Never listen to boring voicemail again! Have them

converted to text and get through them faster.

Advanced Call Center

Provides powerful advanced queues, training tools,

and reporting for improved business performance.

Integrations HUD Web works with other tools you use. Here are some popular examples and

where to find more information:

Intellinote Integrate flexible, virtual spaces for managing

projects, tasks, and the documents they need to

get it all done. Available as an add-on for eligible

customers on our 14.x platform.

Zipwhip Send and receive texts from a number people trust

– yours! Available as add-on for eligible customers

on our 14.x platform.

Salesforce Enhance your experience by linking your Fonality

system to your Salesforce CRM. Free for customers.

Click to Dial Click to Dial converts phone numbers into hyperlinks

that dial using your Fonality line when clicked. Free

for customers.

Talk to your Admin or one of our Fonality experts for more information.

Customize Your System

http://www.fonality.com/features/video-collaboration

http://www.fonality.com/features/voicemail-transcription



http://www.fonality.com/resources/integrations/intellinote

http://www.fonality.com/resources/integrations/zipwhip-integration

http://www.fonality.com/resources/integrations/salesforce-integration

http://www.fonality.com/features/business-phone-system


Armed with this User Guide, you’re all set to get start using HUD Web. But there’s

so much more! Here are additional tools to help you get the most out of HUD:

Fonality Academy

Click here to explore and register for live online training

including FA101 New User Training and FA201

Advanced User Training. Training is also available for

Administrators and Partners!

Get Support

Visit fonality.com/support for how-to videos, downloads,

or start a chat with a member of our support team. For

24/7 phone support, call 866-FONALITY (866-366-2548).

Additional Resources

http://www.fonality.com/support/fonality-academy

http://www.fonality.com/support

hud web user guide - netfortris - enterprise business ... · extension by changing your location....

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