Headquarters Fonality Inc. 5800 Granite Parkway, Suite 550 Plano TX 75024 Phone: (877) FONALITY

HUD Mobile User Guide

Introduction Heads up Display (HUD) is an innovative Unified Communications (UC) offering from Fonality. It is available as HUD Classic (stand-alone PC app),HUD Web (a browser-based UC interface), and also as HUD Mobile (Fonality App for Android and iPhone mobile devices). HUD Mobile allows Fonality customers to stay connected to their company for a mobile experience unlike any other.

Once your company has purchased the appropriate service with Fonality and enabled a user for HUD Mobile, all that is left to do is to download the App. After the App is installed on your Android or Apple device, you will be able to log into HUD from anywhere and communicate as if you were still at the office!

Features • Have HUD always running in the background so you never miss a call or chat. • Visual voicemail, see who left a message, when and how long the message is. • Easily slip into conference bridges. • Detailed call history. • Have the ability to put calls on hold or transfer them to others or your own office phone. • Barge, monitor or whisper your agent’s calls just like HUD Desktop. Technical Requirements

Operating System

Battery Usage

Size on Disk

Android

iOS

4.1+

iOS 7+

HUD Mobile battery consumption can vary from 5% (idle all day) to 80% (continuous use during a typical day)

13.86mb

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23mb

Entering Mobile Phone Number in the Control Panel (CP) In order for HUD Mobile to work with your Mobile Phone voice service, your Mobile Phone number must be entered into the CP. You can do this, or you can have your administrator do this on your behalf. In order to enter your Mobile Phone number in to the CP, go to the Home tab of the CP. There, look in the section labeled “Company Directory”, and click on the Hyperlink labeled “Edit your info”.

After clicking the Hyperlink to edit a user’s information, you will see the field labeled “Mobile Phone”. Enter the user’s mobile phone number here, and click “update my information”.

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Downloading and Installing HUD Mobile 1.

Follow the steps below to start:

2. Go to the Apple AppStore or Android Market and search for Fonality HUD. 3. Once the app is found, select it and then select the ‘install’ option 4. HUD mobile will download and install itself 5. Once installed navigate to your application menu and select the Fonality icon 6. Enter your normal username and password credentials for HUD 7. Congratulations, you can begin using HUD Mobile!

Getting Started Logging in for the First Time The first time you start HUD Mobile you will be asked to log in with your user name and password credentials. These credentials are the same as your normal HUD username and password. Your Administrator will have assigned you a HUD Mobile license to begin using the application (see your administrator for more details).

Once on the log in screen enter your username and password. Once you have entered your username and password credentials, HUD mobile will perform the “First Sync” with your server, linking data between HUD mobile and HUD at your office. Once the data sync is complete (approximately 1 minute), HUD Mobile will possess the same contacts and permissions you have on HUD Desktop.

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Editing Login Credentials Changing the user account or login credentials the App is assigned to, can be done through the “Settings” section of the App.

Android Devices: Navigate to the ‘Home’ page of HUD mobile and select the menu button on your android device. Now select “Settings” and alter the login credentials to match those of the users HUD desktop.

Apple Devices: Proceed to the “Settings” App for your Apple device. Select the “Fonality” application and input the credentials for the user account to associate with the App.

Using HUD Mobile The HUD Mobile home page keeps you informed and connected to the activities of your virtual office. From this page you can make calls by selecting the green button at the bottom and view recent conversations. The page shows your call status, name, extension number and your avatar if you have chosen one as well.

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Using HUD Mobile for Making Calls To make calls, select the “Calls” tab on the bottom menu. This brings up the “Place Call” window which consists of four options:

HUD Mobile Features during a Call

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Transferring a Call Below shows two ways for transferring a call: using the dial pad or selecting a destination from the contact list.

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Recent Calls

Selecting the “Recent Calls” option from within the Calls tab will bring up a list of recent incoming, outgoing, and missed calls. You may select a number or contact from this list to begin a call with them. In addition, this list also provides you with the Caller ID of the person who called, the duration of the call and a status symbol to indicate what type of call it was (Incoming, Outgoing, or Missed). Below are the symbols which depict the types of calls in the Recent Calls list.

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Contacts The contacts page is auto populated with all your normal HUD business contacts, but you can also add additional contacts to HUD Mobile. The contacts page will allow you to see the chat status and call status of for your normal HUD contacts, as well as select them to either begin chatting or to call them. Each of your contacts has a chat status symbol at the right of their name, as well as a status below their name. You will also be able to tell if your contacts are on a call by a call indicator under the contact’s chat status.

The call status and chat status symbols are all color coded for easy recognition. These colors and symbols are uniform with the colors and symbols from HUD Desktop and HUD Web. The image on the right side is a key for the symbols and colors.

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Adding a Contact Android Device: From your Contacts screen press the icon on the top right of the screen or use the Android Menu key and select “Add contact”. Apple Device: From your Contacts screen press the “Add” button on the top right. Fill out the information for the contact and press the “Add” button. For large contact lists, you can use different group names to organize contacts effectively.

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Using Chat

To begin chatting with your HUD contacts you can access the contacts page from the bottom menu and select which contact you wish to begin chatting with. You may also select the chats menu option which will show past chats with contacts.

Selecting the 'Chats' tab on the bottom menu will take you to a list of all your most recent chat sessions which have been saved securely through HUD. Clicking on any one of these sessions will bring up any recent conversations

Voicemail

HUD Mobile features visual voicemail which allows you to see who left a message, when they left it as well as fast forward or rewind all with easy selections. To access visual voicemail select the more tab from the bottom menu and then the voicemail option. Voicemails will appear in the main voicemail menu denoting who they are from and when they were received. By clicking on a voicemail you can begin listening to it and move the progress bar with a touch to fast forward or rewind at your discretion.

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Playback options will appear when you select a specific voicemail from the list. Using these options you can play, fast forward, rewind, delete or reply to the caller that left the voicemail. Conferences If your Fonality service or server has conferencing capabilities, then you will be able to utilize the rooms as well with HUD Mobile. To access the conferences tab, click the more tab on the bottom menu and select the conferences option. This area will allow you to join a virtual conference bridge easily by selecting it.

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Once a conference room is selected you can see all people within that conference. If you are assigned the correct permissions you will also be able to mute, record, or kick a person from the conference room by selecting them.

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Queues

New to Fonality HUD Mobile is the ability to manage, track, and report your company’s call queues. Managers now have access to real time call queue metrics and call agent productivity while they are away from their desk. In order to access these features, click on “more” along the bottom navigation.

After accessing the “queues” option of HUD Mobile, you will see a pre populated screen of each call queue associated with the business. From this view, users will be able to see which call queues have callers waiting and quickly determine the volume of calls associated with each queue. Quick decisions may be needed to address those agents within a particular queue with excessive callers waiting. Select the specific call queue you wish to see additional information about.

After entering into an individual call queue, users will be provided with an opening screen that shows all active calls, as well as those on hold. This manager’s view provides the caller’s information along with the associated call agent assisting the customer. Call duration or customer wait time is another detail that can be determined in this view.

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If you are worried about the amount of callers on hold or the duration of the calls, a quick swipe to the “Agents” view will provide a view of all agents associated with that queue. If an agent is assigned to that queue, you will be able to see whether or not they are log in and accepting calls.

Providing additional call queue detail, the “Statistics” view is your mobile leader board. With HUD Mobile you can stay connected, provide the same customer experience, and manage your call agents from anywhere.

A quick swipe again to the "Message" view is the quickest way to communicate with all agents currently on calls or apart of the queue itself. Urgent chat messages to the queue can alert agents to current wait times, call durations, or a need for additional agents to log in and join the queue.

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Finishing Up HUD Mobile allows employees to extend their desktop into the palm of their hand. By delivering access to the same telephony features and functions onto their mobile device, employees experience a seamless transition from the office to on-the-go. HUD Mobile is easy to use, simple to manage, and affordable to deploy, ultimately increasing employees’ productivity through timely communications, instant messaging, presence, and integrated messaging.

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