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FirstClass 8 Unified Communications User Guide
for FirstClass TUI
Contents
Copyright 2001, 2004 by Open Text Corp.
Open Text Corp.
905-762-6000 or 1-800-763-8272
Web: www.firstclass.com
Notices
You must accept the FirstClass License Agreement before you can use this product. If you do not accept the terms of the License Agreement, do not install the software and return the entire package within 30 days to the place from which you obtained it for a full refund. No refunds will be given for returned products that have missing components.
Information in this document is subject to change without notice. Certain features and products described in this document may not be currently available in all geographic regions. Distribution or reproduction of this document in whole or in part must be in accordance with the terms of the License Agreement.
All rights reserved. FirstClass, Open Text and other trademarks and the associated logos used herein are trademarks of Open Text Corporation and/or its subsidiary used under license. All other trademarks are property of their respective owners.
This edition applies to Version 8.3 of FirstClass and to all subsequent releases and modifications until otherwise indicated in new editions. This document is bound by international copyright law and the FirstClass Software License Agreement and Limited Warranty included with every FirstClass product.
About FirstClass Unified Communications
The FirstClass telephone user interface (TUI) expands the FirstClass Unified Communications functionality into a fully unified collaborative environment.
Previous FirstClass Unified Communications releases integrated all FirstClass modules giving you one unified Mailbox for all messages, be they voice, fax, or text.
A true Unified Communications system has the following functionality as a minimum:
• voice, fax, and email communications unified in a single message store
• communications collected from multiple telephone numbers or email boxes
• communications accessible from many devices such as telephones, fax machines, web browsers, PDAs, and desktop computers
• device access to communications that is consistent, feature rich, and maintains status changes (for example Unread status).
FirstClass Unified Communications enables you to access your phone and fax messages along with your email messages from your FirstClass client or from a web browser, just as you have always accessed your email. Phone messages are stored on the FirstClass server in standard .wav format, which is playable on virtually any platform.
FirstClass Unified Communications also enables you to access your email messages along with your phone messages from any phone, just as you have always accessed your voice mail. Using text-to-speech technology, text messages are actually read to you over the phone, just like you have always listened to your voice mail.
Using a fax machine to access your FirstClass Mailbox, you can retrieve your new fax messages.
You can also unify all your existing voice mailboxes so all of your voice messages will go to your FirstClass Mailbox, regardless of which of your phones was called.
FirstClass Unified Communications helps you work more efficiently and easily. Your location or technology will no longer determine what types of messages you can access. All your messages are stored on one central Mailbox that can be accessed using any web browser, any phone, or a FirstClass client. Never again will you have to log into your email, check your office phone voicemail, your cell phone voicemail, and your home phone answering machine to find that one important message. Simply log in from wherever you are, using whatever device is handiest and retrieve and manage all your messages.
In FC 8.0, with the introduction of the FirstClass TUI, users can now also access key FirstClass content by telephone. This includes:
• calendar tasks and events
• contacts
• memos
Additionally, sites with existing voice messaging systems who prefer not to integrate voice mail with their FirstClass system, can still use FirstClass Voice Services to give users phone access to their FirstClass Desktop using the FirstClass TUI.
How Voice Services works
Voice Services is the FirstClass module that links your phone to your FirstClass server. There are two aspects of Voice Services:
• call answering sessions
• login sessions.
A call answering session occurs when someone calls your number and leaves a message for you, or uses your preferences to be transferred to another number or Mailbox.
A login session occurs when you log into FirstClass for message retrieval or management.
Call answering sessions
When someone calls your FirstClass Unified Communications number and you do not answer (you are away from your desk or on the phone), they are transferred Voice Services. Your preferences and greetings are accessed and, based on these, the call in routed in the appropriate way. Some of these options include automatically transferring the caller to another number, playing a specific customized greeting for the caller, or playing a generic greeting for the caller and allowing the caller to leave a message.
Once the message is recorded it is placed in the user's Mailbox for retrieval.
Login sessions
There are two ways to log into your FirstClass Desktop using a phone:
• press 95 after leaving a message for someone on your FirstClass system
• call the FirstClass Unified Communications login phone number your administrator gave you from any phone.
For either of these login methods, you will need your Mailbox number (this is any valid FirstClass Unified Communications number for your Mailbox) and your voice password.
Once you have logged into your Desktop, you can:
• access your Mailbox to listen to, create, and manage messages
• listen to details of calendar events and tasks
• access your memos
• access your contacts.
• If you log in using a traditional fax machine you can print out your faxes to that fax machine.
Customizing your account
There are several ways you can customized your account to reflect your communications needs and how you work. Customizing options are:
• configuring multiple phones to leave messages in your FirstClass Unified Communications account
• setting your voice messaging preferences (options specific to call answering sessions and logon sessions)
• recording customized voice greetings.
Forwarding your phone
If you are in an office environment, your administrator can tell you how to forward your office phone to start receiving voice messages in your FirstClass Unified Communications Mailbox.
If you need to forward your cell phone, your home phone, or another phone to your FirstClass Unified Communications Mailbox, there are some things you need to know and some steps you will need to follow.
Your phone(s) must be configured to forward automatically to FirstClass Unified Communications when you do not answer. Each of your phone service providers will have a preferred method of implementing these features. There may be an extra charge for these services. Before starting the steps to forward your phone(s), read the Terminology section below.
Terminology you need to understand
CFNA/CFB - Call forward no answer/call forward busy. Having this service set on your phone line will ensure unanswered calls will be forwarded to FirstClass.
Call forwarding - If CFNA/CFB are not available for your phone, you can forward all calls using call forwarding. When call forwarding is set, calls will forward automatically to FirstClass without first ringing on the phone.
Cellular/Wireless - A phone system which operates without wires. Any cellular or mobile phone.
Landline/Wireline - A phone line that is carried over land by telephone wire. This is your traditional home phone line.
PBX - Private Branch Exchange. This is an on-site phone switch, usually in an office.
Configuring your phone
To set up your phone to work with FirstClass Unified Communications:
1 Give your administrator all the details of the phone you want to configure.
Your administrator will add this phone number to your personal list of FirstClass Unified Communications numbers. This is how Voice Services knows this number belongs to your account.
Your administrator may have special instructions for your particular type of phone, or may advise that the phone is not an ideal candidate for FirstClass Unified Communications, since some phone service providers do not pass the correct or complete call information when transferring or forwarding a call.
 NoteYou cannot have the same phone number configured as another user on your system. For example, you and your spouse work together and you each have a FirstClass Unified Communications account. Your office number is your FirstClass Unified Communications number, which was set up by the administrator. Your spouse's office number is set up for his account. If you want your home phone number to forward to your FirstClass Unified Communications Mailbox, you can arrange this. However, this means all calls to your home phone number will come to your Mailbox. Your spouse cannot arrange to have the same home phone number forward to his Mailbox. Just like a traditional answering machine, you can only have one device configured to answer the phone.
2 Contact your local phone service provider or cell phone service provider.
Ask the customer service representative to implement CFNA and CFB for your line. They will require the number you want your calls to be forwarded to.
There may be an extra monthly charge for this service.
NoteMany cell phones can be configured by you. Your cell phone product documentation or customer service representative will have the details.
Once these steps have been completed, you can receive messages from all callers to this phone number in your FirstClass Mailbox.
NoteSome phone service providers do not forward complete or correct call information when CFNA/CFB are configured. This may result in restriction of some features (custom calling/called number greetings, call sender, reply, etc.)
Setting your voice messaging preferences
Set your voice messaging preferences to specify how your voice messaging works best for you. Through custom greetings, some of these preferences can be overridden for specific callers, specific called numbers, or at set times during the day.
On your client, set your voice messaging preferences on the FirstClass Preferences form. Choose Edit > Preferences, then go to the Messaging - Voice tab.
 The Voice Preferences client form help explains all the fields on this form.
To access your voice messaging preferences using a web browser:
1 Click Preferences.
2 Scroll down to the Voice section.
 The Voice Preferences web form help explains all the fields on this form.
Creating and customizing voice greetings
With FirstClass Unified Communications, you can create as many custom greetings as you like. Create personal greetings for specific callers, and/or chosen called numbers. You can also schedule greetings to play at specific times of the day and/or on specific days of the week.
Types of voice greetings
There are five main types of greetings:
Spoken name You should record a spoken name. It is used for system identification. Your spoken name will also play if you have no other voice greetings recorded or activated, or if no other greetings apply to the caller.
External greeting External greetings will play for callers outside of your organization.
Internal greeting Internal greetings will play for callers within your organization calling your internal extension number from their internal extensions.
Unknown caller Unknown caller greetings will play for callers whose number is blocked or unknown. This may include some cellular phones.
Voice menu Voice menus will be discussed in the Voice menus section.
You can record as many greetings as you like, but we recommend, as a minimum, that you record your spoken name and at least one external greeting.
The order your voice greetings will play
When you receive a call the system will look for and play your greetings based on the following criteria:
1 If the caller number is unknown, the system will look for an unknown caller greeting.
2 For all external calls, the system will look for an external greeting.
3 For all internal calls, the system will look for an internal greeting. If there is no internal greeting, the system will look for an external greeting to play.
Both external and internal greetings will be searched for in the following order:
1 Override greetings in the same order as below.
2 Enabled calling or called number greeting. You can have greetings which play for specific called numbers (which must be configured as valid numbers for your Mailbox), or for people calling from specific numbers.
3 Enabled scheduled greeting. Scheduled greetings will play at scheduled times, overriding all non-scheduled greetings with the same level of customization.
Scheduled greetings will override one another in the following ways:
• Scheduled greetings for calling or called numbers will be checked for first.
• If you have a greeting scheduled within another scheduled greeting, the one whose start time is nearest the current time will play. For example, you have a greeting scheduled to play for all callers between 9 AM and 5 PM Monday to Friday. You have another greeting scheduled to play for all callers between noon and 1 PM Monday to Friday. Callers will hear the noontime greeting if calling between noon and 1PM.
• If you have two greetings (both for the same calling/called number(s)) scheduled to start at the same time, but end at different times, the first one you created (the oldest) will play.
• If there is a schedule conflict (two greetings for the same calling/called number(s) and identical schedules), the first one you created (the oldest) will play.
4 Enabled non-customized greeting. This is a standard enabled greeting with no custom settings. Your external greeting will play for internal callers if you have not recorded an internal greeting.
5 System greeting with enabled spoken name. If you record no other greetings, your spoken name and the default system greeting will play.
6 System greeting. If you have recorded no greetings and no spoken name, the default system greeting will play. Your name will play by text-to-speech in the system greeting.
Recording your spoken name
1 Log into FirstClass Unified Communications using a phone.
2 Press 96 to access your spoken name.
3 Press 5 to record, say your name, and press # to end recording.
4 optional commands
Press 2 to review the recording.
Press 5 to rerecord your spoken name.
Press 76 to delete your spoken name.
Press 3 to enable or disable your spoken name.
5 Press # to return to your Desktop.
6 Press 93 to log out and hang up.
Recording and customizing greetings
You can record greetings using:
• your phone
• your FirstClass client
• a web browser.
NoteWe strongly recommend you record your greetings using a phone, since this will assure you a telephony quality recording.
Recording greetings using a phone
1 Log into FirstClass Unified Communications using your phone.
2 Press 7 to access your greetings.
3 Press 1 for your external greetings, or 2 for your internal greetings (the greeting type can also be changed when you customize the greeting).
4 if you have no greetings recorded, or want to record over your existing greeting
Press 5 to begin recording, record your greeting, and press # to end recording.
or
if you already have a greeting recorded and want to record additional greetings
Press 75 to create a new greeting, press 5 to begin recording, record your greeting, and press # to end recording.
5 optional commands
Press 5 to rerecord the greeting.
Press 2 to review the recording.
Press 76 to delete the greeting.
Press 3 to enable or disable the greeting (it is disabled when it is first recorded).
6 Press # to exit the greeting.
7 Create as many greetings as you want.
8 Press # to return to your Desktop.
9 Press 93 to log out and hang up.
10 Log into FirstClass using the FirstClass client or a web browser.
11 Open the Voice Greetings folder, which resides on your Desktop (never delete this folder).
12 Open the greeting you want to customize.
All greetings are created with the name "Voice Greeting" and the voice recording attached. You will change the greeting name on the Voice Greetings form.
13 Using the client form help, or the web form help, set your customizing options.
After customizing your greetings, all greetings in your Voice Greetings folder will have an LED light, which will be green when the greeting is enabled and currently scheduled, amber for override greetings, and black when the greeting is either disabled, or not scheduled to play at the current date and time.
Recording greetings using your FirstClass client
To record a new greeting using your FirstClass client do the following:
NoteThe sound quality may not be as high as a recording done by phone.
1 Open your Voice Greetings folder.
2 Click the new greeting icon to create a new greeting:
 3 Record your greeting:
1 Click record on the recorder panel:
 2 Record your greeting using your computer’s microphone.
3 Click record again to stop recording.
4 Using the client Voice Greeting form help, set your customizing options.
After customizing your greetings, all greetings in your Voice Greetings folder will have an LED light, which will be green when the greeting is enabled and currently scheduled, amber for override greetings, and black when the greeting is either disabled, or not scheduled to play at the current date and time.
Recording greetings using a web browser
If want to create a new greeting, but you have only web access (no phone and no client available) you can record a voice attachment on a Windows machine with a microphone and then attach this voice file to a greeting and customize it as you like.
NotesRemember that the sound quality may not be as high as a recording done by phone.
There is no Mac OS equivalent to Sound recorder. You can only create .wav files using a Windows machine.
There are two steps to creating a voice file:
1 Configure Sound Recorder on your Windows operating system.
The first time you configure Sound Recorder on your computer, you need to do a complete configuration. All subsequent times you want to record a voice attachment, you can access your saved Sound Recorder configuration.
Step 1: Configuring Sound Recorder
Initial configuration
1 Start Sound Recorder on your computer by choosing Run from your computer’s Start menu and typing sndrec32.
Sound Recorder looks like this:
 2 Choose File > Properties to open the Properties for Sound dialog box.
 3 At Format Conversion, choose Recording formats and click Convert Now.
4 Choose IMA ADPCM at Format.
5 Choose 8.000 kHz 4 Bit Mono 3kb/sec (4kb/sec will work if you do not have the 3kb/sec option) at Attributes.
 6 Click OK.
7 Click Save As and save the format as something identifiable like FirstClass.
8 Exit all dialogs to the Sound Recorder.
9 Go to Step 2: Record your voice file.
Accessing your saved configuration
The next time you want to record greetings or messages, follow these steps:
1 Start Sound Recorder.
2 Choose File > Properties.
3 Choose Recording formats at Format Conversion, and click Convert Now.
4 Choose FirstClass from the dropdown list at Name in the Sound Selection dialog box,.
5 Click OK to close the Sound Selection dialog box.
6 Click OK to close the Properties for Sound dialog box.
Step 2: Record your voice file
1 Press Record on the recorder to start recording.
2 Record your message.
3 Press Stop to end recording.
4 Choose File > Save as and name the file appropriately for the greeting.
5 optional
If you want to record several recordings, choose File > New to begin each new recording.
6 Using the web Voice Greeting form help, set your customizing options.
After customizing your greetings, all greetings in your Voice Greetings folder will have an LED light, which will be green when the greeting is enabled and currently scheduled, amber for override greetings, and black when the greeting is either disabled, or not scheduled to play at the current date and time.
Using FirstClass Unified Communications with a phone
The following section explains how to use FirstClass Unified Communications by phone access. By phone, you have access to your Mailbox, calendar, Contacts folder, and memos.
You can listen to voice and text messages from any phone and retrieve faxes through a fax machine. Create, send, reply to and forward voice and text messages to FirstClass Unified Communications users, and send messages to other email systems. Calendar and Contacts entries are read-only, but memos can be listened to and new memos created.
Logging in
1 Dial into the FirstClass Unified Communications system (your administrator will give you the number).
2 When prompted, enter your Mailbox number, followed by #.
3 When prompted, enter your password, followed by #.
If your Administrator set up your account without a password, press #. For security, set a password the first time you log in.
Desktop navigation
1 Open Mailbox
2 Open Contacts
6 Open Calendar
7 Open Voice Greetings folder
8 Open Memos folder
* Play the Help prompt
97 Change password
96 Record spoken name
95 Login to another account
93 Logout
# Cancel command/return to Desktop/stop recording
Mailbox navigation
# Stop/cancel
* Help
2 Play message/greeting
1 Skip backwards within the message
3 Skip forwards within the message
4 Go to previous message/greeting
5 Record
6 Go to next message/greeting
9 Call sender
0 Transfer to attendant/system revert number
71 Reply to sender
72 Play message envelope
73 Forward message
74 Reply to all recipients
75 Compose new message/greeting
76 Delete message/greeting
77 Play message history
78 Turn unread flag on/off
79 Send/unsend
70 Message delivery options:
1 Urgent delivery
2 Standard delivery
4 Private delivery
5 Acknowledge receipt
85 Toggle between voice and text messages
861Go to specific message number
865 Search for a specific message
88 Turn on/off Mailbox calendar view
 NoteIf the messages you are playing are in a thread, only the messages in that thread will be read.
Listening to and managing messages
You can access all voice and text messages (including faxes) by phone. The only attachments that can be downloaded are fax messages (see Retrieving fax messages using Faxback). Download all other attachments using the FirstClass client or a web browser.
The following commands are available:
2 Play/Pause message
72 Play message envelope
The message envelope includes who the message is from, the delivery time, the subject (if available), the list of recipients, and the priority.
77 Play message history
Message history includes when and by whom the message was created, when it was sent, who has read the message, and who has replied to or forwarded it. This only applies to other FirstClass Unified Communications users.
76 Delete/undelete message
You can undelete a message you deleted during the current session only. Once you have logged out, the message will no longer be accessible by phone.
If you have accidentally deleted a message and logged out, log into your Mailbox using the FirstClass client or a web browser and undelete the message before trash collection occurs.
78 Toggle unread flag on/off
You can tag a message as unread so it will have a flag the next time you login.
71 Reply to sender
Reply only to the person who sent the message.
If the original message was a voice message, you can only reply to a FirstClass Unified Communications user who called from an identified FirstClass Unified Communications number.
If the original message was a text message, the reply will be sent as a voice attachment to the email address.
If you wish to attach the original, forward the message instead.
74 Reply all
Reply to all recipients of the original message. See Reply to sender above.
9 Call sender
This applies if the sender has a valid phone number or is a FirstClass Unified Communications user.
73 Forward message
You can forward a message to another FirstClass Unified Communications user or anyone you have set up in your contacts folder with a phone number (no spaces or dashes) as the name and a valid email address:
 Once you have addressed the list of recipients, you will be prompted to record a message. You can send the message without recording comments.
85 Switch between voice and text message playback
When accessing FirstClass Unified Communications by phone, your new voice messages will play first, followed by new text messages. Use this feature to toggel between text and voice message playback. Once one set of new messages (voice or text) has played to completion, the system will automatically move to the other message type.
861 Go to specific message
Use this command to jump to the start or end (or any other specific point) of your Mailbox. If you want to go to the last new message in your Mailbox, enter a high number like 99 (or 999 if you have a lot of messages).
865 Search for message
Use this command to search for a message in your Mailbox. Your search string may be part of a message sender, message subject, message category, or message keywords. You cannot perform an alpha-numeric search.
For an alphabetic search string:
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