UC For Business - Executive Desktop

White Paper

UC for Business -
Executive Desktop

NEC Australia
nec.com.au

UC for Business - Executive Desktop White Paper

Table of Contents

Introduction............................................................................................................................................................ 5
Overview................................................................................................................................................................. 5
Desktop Features................................................................................................................................................................................... 5
Desktop Benefits................................................................................................................................................................................... 5
Voice Messaging Features.................................................................................................................................................................... 6
Voice Messaging Benefits..................................................................................................................................................................... 6

The Graphical User Interface (GUI)...................................................................................................................... 6
Features................................................................................................................................................................................................. 6
Benefits.................................................................................................................................................................................................. 7
Example.......................................................................................................................................................................................... 7

Call History............................................................................................................................................................. 8
Features................................................................................................................................................................................................. 8
Benefits.................................................................................................................................................................................................. 8
Example.......................................................................................................................................................................................... 8

Faxes and Voice Messages in Call History Screen.......................................................................................... 10
Benefits................................................................................................................................................................................................ 10
Example........................................................................................................................................................................................ 10

Managing your Mailbox...................................................................................................................................... 11
Features............................................................................................................................................................................................... 11
Examples...................................................................................................................................................................................... 12

Message Management for Other Users............................................................................................................ 13
Messages Features.............................................................................................................................................................................. 13
Example........................................................................................................................................................................................ 13
Viewing Messages............................................................................................................................................................................... 14
Example........................................................................................................................................................................................ 14
Managing the Mailbox......................................................................................................................................................................... 14
Example........................................................................................................................................................................................ 14
Managing Messages............................................................................................................................................................................ 15
Drag and Drop...................................................................................................................................................................................... 15
Faxes.................................................................................................................................................................................................... 16
Example........................................................................................................................................................................................ 16

NEC Australia © 2010 2


Presence.............................................................................................................................................................. 16
Features...............................................................................................................................................................................................16
Benefits................................................................................................................................................................................................16
Presence Buttons................................................................................................................................................................................17
Examples......................................................................................................................................................................................17
Presence Status Indicators.................................................................................................................................................................18
Quick Search from the Contact Field..................................................................................................................................................18
Example........................................................................................................................................................................................18
Managing Calls with Presence Buttons..............................................................................................................................................19
Example........................................................................................................................................................................................19
User Availability Information...............................................................................................................................................................19
Presence Information..........................................................................................................................................................................19
Example........................................................................................................................................................................................19
Presence Notification..........................................................................................................................................................................20
Example........................................................................................................................................................................................20
Expected Time of Return.....................................................................................................................................................................21
Phonebook Slider................................................................................................................................................................................22
Example........................................................................................................................................................................................22
Presence Notes....................................................................................................................................................................................22
Example........................................................................................................................................................................................22
Instant Messaging Integration............................................................................................................................................................22
Visibility of IM Status...................................................................................................................................................................22
UCB/IM Presence Integration......................................................................................................................................................23
Initiation of Outbound Calling/Chat.............................................................................................................................................23

Outlook® or Lotus Notes® Calendar Integration............................................................................................... 23
Features...............................................................................................................................................................................................23
Benefits................................................................................................................................................................................................23
Examples......................................................................................................................................................................................24

Call Screening...................................................................................................................................................... 27
Features...............................................................................................................................................................................................27



Mobility................................................................................................................................................................. 27
Features...............................................................................................................................................................................................27
Benefits................................................................................................................................................................................................27
Example........................................................................................................................................................................................28

Phonebook........................................................................................................................................................... 29
Features...............................................................................................................................................................................................29
Example........................................................................................................................................................................................29

Customizing Desktop.......................................................................................................................................... 30
Features...............................................................................................................................................................................................30
Benefits................................................................................................................................................................................................30
Example........................................................................................................................................................................................10

Online Help........................................................................................................................................................... 31
Desk-to-Desk Chat.............................................................................................................................................. 32
Features...............................................................................................................................................................................................32
Benefits................................................................................................................................................................................................32

Example........................................................................................................................................................................................33



Introduction Overview
The way an organization handles callers can make the difference
Desktop Features
between business won and lost. NEC’s UC for Business (UCB)
Executive Desktop gives employees the tools they need to provide Desktop provides advanced telephone functionality:

faster, more personalized service to customers and business partners.
• Telephony Control – Answer, Hold and Park calls from
your PC screen using the mouse, keyboard or both.
NEC’s UC for Business Executive Desktop offers advanced call
handling options to help manage internal and external calls with ease • Phonebook – Three online directories (Global, Personal
and Outlook® Contacts) gives users access to
from the PC. You can see the availability of colleagues or be alerted as thousands of contacts, the intelligent search function
soon as they return. You can synchronize your regular contacts with lets users search for phone numbers using first letters
Microsoft® Outlook Contacts and store notes about special callers to be
of names or initials.

screen popped with the caller’s name and number each time they call. • Presence – Set up quick access to the Phonebook
entries by creating Presence one-touch buttons that
This ability to manage voice messages and faxes from your PC gives
only require one click to make or transfer a call.

•
you at a glance identification of senders and allows you to prioritize
Extension status – View the status of other extensions in
your messages.
the organization – who is on the phone, out of the office,
in a meeting, etc., and when they are expected back.
UCB Executive Desktop provides simple and intuitive GUI
administration of the user’s Voice Messaging mailbox, as well as easy • Call log register – View inbound, outbound and missed
call details for your extension; access call history and
access to all mailbox functions.
voice messages left by internal or external callers.
Voice Messaging is part of the core functionality of UCB. Each licensed
UCB user is entitled to a UCB mailbox, providing basic features such
• Screen pops on incoming calls – Calling Line
Identification (CLI) provides the caller’s number, which
when matched with an entry in the Phonebook, can
as recording greetings and sending/receiving voice messages via the
display the contact’s name, company name and any
phone. special notes associated with the entry.

By combining Voice Messaging with Executive Desktop you give users • Call Screening1 – Sometimes you’re at your desk but
too busy to take calls – except there is one person
the ability to easily manage the significant advantage provided by UCB
with whom you need to speak. Desktop automatically
Voice Messaging. Users can customize mailbox greetings based on screens your calls and lets that one important caller
current and expected availability and personalize greetings for special through.
callers. • Mobility3 – You can be available all the time. Callers
can ring your desk phone number and know they’ll get
Customized greetings with Estimated Time of Return (ETR) significantly you. They don’t have to hang up and redial, press a
improve customer service levels and staff productivity throughout button or ask to be transferred. Desktop just handles it.
the organization. Receiving a generic mailbox greeting can be an
irritating experience for many callers, particularly when the call is Desktop Benefits
urgent. UCB’s Voice Messaging can offer a personalized response to
Desktop functionality provides users with multiple benefits:

•
callers. When you can’t answer a phone call, you can leave callers an
Ease of use – The graphical Microsoft® Windows based
informative presence greeting, or automatically or optionally route the interface of Desktop makes it much easier for users to
call elsewhere. configure and activate the advanced voice messaging
options of the system; therefore, it is more likely these
In addition, you can access features such as conversation recording, features will be used and used properly.
customized caller options and call screening. You can set up to 98
different Presence Profiles, use Presence Profile scheduling, view the
• More accurate information – Features like Presence
Profiles, ETR and integration with Outlook® or IBM
status of your mailbox, optionally integrate with Microsoft® Fax Console Lotus Notes® Calendar ensure callers get the benefit of
accurate, up-to-date information that reflects the called
and Microsoft® Outlook and administer all aspects of your voice party’s current availability.
mailbox from your PC.

1 Requires UCB Fax Messaging
2 Requires UCB Unified Messaging 3 This option is PBX platform specific



• Priority call handling – Your most important callers can
be treated differently from other callers by offering them
• Customize messages for priority callers – Set up special
greetings for important clients (identified by their CLI)
personalized greetings and customized options such, and define how messages from nominated people or
as the ability to transfer from your presence greeting to companies will be handled.
your mobile or home telephone number.
• Set up recorded greetings – Pre-record greetings to
• Better caller care – See when new voice messages
have arrived, which calls have been missed (even if
handle a wide range of everyday situations such as ‘in
a meeting,’ ‘out of the office,’ or ‘on vacation.’ Up to 98
a message was not left) and what Presence Profile is different Presence Profiles are accessible from Desktop.
currently active. This makes it faster and easier to look
after your callers. • Schedule recorded greetings – Automate greetings
and time of return messages to play according to your
• Users are better informed – View who called, how often
and when. You can prioritize and return calls, even if
standard business day, e.g., ‘in the office’ message
until 12 noon, ‘out of office’ until 1 p.m. for lunch, ‘in the
the caller doesn’t leave a message. office’ until 6 p.m.

Voice Messaging Features
• Tell callers when you’ll return – Configure ETR each time
you change your Profile, telling all callers when you
expect to be back.
At its most basic, Voice Messaging can be set up and managed via the
telephone.
• Voice Messaging Administration – Administer every
aspect of your voice mailbox from your PC, including
the recording of voice messaging prompts.

•
Standard voice messaging functionality includes:
Integration with Outlook® or Lotus Notes® Calendar
• Presence Profiles – Pre-record up to 10 different
greetings to handle standard scenarios such as ‘out of
– Voice Messaging greetings can be configured to
automatically change the user’s Presence Profile per
office,’ ‘in a meeting,’ ‘in the office,’ etc. scheduled events in your Calendar.

• Voice Messaging Management – Password protected
access to voice messages from any extension in the
• View voice mailbox status – Desktop users can always
see which Presence Profile is selected, their current call
organization or from an offsite location. Play, rewind, forward status, whether they have any messages they
save, delete or forward the voice messages as required. need to attend to and if any have been marked urgent.
You can even recover voice messages inadvertently
deleted from the system. • Record important conversations – Easily record your
conversations. These recordings appear as voice
• Personal and global distribution – Communicate
more efficiently. Use global lists for access to
messages in your mailbox.

system-wide and departmental groups configured
by the Administrator; or Personal lists for users’ own
customized groups.
The Graphical User Interface (GUI)
• Personal Setup Options – Administer greetings,
forwarding options and set up your individual Features
requirements.
The Desktop graphical user interface offers all standard telephony
Voice Messaging Benefits functions including Make, Answer, Transfer, Hang Up, Park, Hold and
Call Forward. These can be performed using graphically represented
By integrating Voice Messaging with Desktop, voice messaging users
phone controls.
can take advantage of the following functionality:

• Control how calls are routed – Control call diversions
and easily select Presence Profiles to activate call
• Users are able to divert a ringing call and place it in their
voice mailbox, another user’s voice mailbox or send to
forwards, e.g., set ‘out of office’ profile to automatically another extension.
transfer all calls to mobile, pager or another telephone
number. • Users can retrieve calls from Voice Messaging, while
the caller is leaving a message, and return them to their
• Customize options offered to callers – Offer callers telephone to handle immediately.
one-touch dialing options from your presence greeting,
e.g., “press 1 for assistance, 2 for my mobile or 3 for my • Users can initiate or schedule a conference call for up
to 64 parties – either before a call begins or during a
pager;” customized your options based on the caller’s conversation. For more information please see the
CLI. Executive Conference white paper.

• Users can view and handle more than one call at a time
using multi-line capability.



• DTMF signals can be sent out while a phone call is in
progress to systems such as automated attendants and
• Screen pops reduce talk time. Users no longer have
to ask for the caller’s details or take down names
Interactive Voice Response (IVR) systems. and phone numbers during each call. The result is

• Users can send a text message to a proprietary digital
increased productivity.
telephone4. • While on the phone, a user can see when a caller is

• Call control is performed using the mouse, keyboard or
both.
leaving a message in their voice mailbox, including who
the caller is, if the CLI is recognized. This allows the
user to quickly finish the current call and answer the
• A user can enter a name or part of a telephone number
into the Contact field and have the internal Phonebook
missed call before the caller hangs up.

database search for the details and populate the Example
Contact field with the contact’s full name and default
phone number.

• When a call is being made or is arriving at a user’s
extension, information pertaining to the call is displayed
on the Desktop screen.

• If the CLI is recognized by the internal Phonebook, the
caller’s name, company name and any special notes will
be displayed.

Benefits

• The graphical user interface improves the speed and
accuracy of call handling and reduces human error.

• Information is presented as the call begins to ring on
the phone, giving the user the opportunity to recognize
the caller, read any special details about them and
personalize their greeting, as appropriate.

Figure 1. Active Calls View

4 This feature is PBX dependent



Call History Benefits
Typically, Desktop users leave the Call History page open most of the
The Call History pane shows all calls (including recognized caller time, so when they get back to their desk they can see who called:
names), presented to or made from your phone. This includes incoming
calls you didn’t answer and calls that took place when Desktop was
• important call, at a glancecaller has notmissedvoice
Users can see
even if the
if they have
left a
an

closed. Users can immediately see if they have missed an important message.
call – even if the caller did not leave a message.
• by double clicking callthenumber in their missed call list
Users can quickly
on
a
call record.

• whenability touserswhoeasilyleft a voicewhich messages to
All missed calls presented to the phone are displayed in the Call History
The see has message and
window, along with icons which provide “at a glance” information about
allows to prioritize
the call, e.g., a missed call waiting for you to return it. listen to first.

Features
• purposes. information can be used for billing
Call duration

• includinglast 50 calls arethe user is afor every medium,
A user’s displayed, • directly caller information from thesimpleHistory screen
Adding
to the Phonebook is very
Call
and intuitive.
queue calls, if contact center Users are more likely to update the Phonebook when
agent. they need to, allowing the caller to be automatically
• andmake by mediumCall Historyvoice message, phone
To reviewing easy, users can filter recognized the next time they call.
sort (e.g., fax,
call), by state (e.g., missed, unread) or by date (today, • (e.g. fax) makecalls thattodisplay calland prioritizecall types
Icons next to
it easy manage
status and
calls.
yesterday). They can also sort by caller or address/
phone number.

• Users can see who has left a voice message and when. Example

• record. information is displayed against each call
Call duration The sample screen below from Desktop demonstrates:

• call. can see exactly what time they made a certain
Users • recognized and stored in the Phonebook. number is
The caller’s name is displayed, if the phone

• mobilecan view where a caller has called from, e.g., a
Users • with green/pink in/out arrows. represented by icons
Inbound and outbound calls are
device.

• caller,Phonebook has not recognized the CLI of the to
If the • sort-able states. messages and faxes are separate
Read and Unread
the user can quickly and easily add the number
the Phonebook from the Call History screen. • Answered calls are faxes,states thatReturnedsorted or
Internal calls, Sent Missed, and

• missed call, missed call the statusbeena subsequently
Icons are used to show
that has
of recent call, e.g.,
also can be
filtered for display – e.g., you can list all your Missed
Calls.
returned, unread voice message, fax, etc.
All media types (email, fax, messages, chat and phone calls) can be
Users can manage the calls appearing in Call History by deleting any
filtered and sorted.
they no longer want recorded. The number of calls displayed is set in
user Preferences. Once the limit is reached, the oldest calls start to
drop off.



Users can right-click any fax or voice message on the Call History
screen to play the message via their phone; to use the sound card on
their PC; or to view the fax. Unique icons associated with each call
record indicate the message status such as new, listened to/read,
urgent, private or saved.

Below are some specific examples:

Figure 2. Recent Calls Screen



Faxes and Voice Messages in Example

Call History Screen

Benefits
Playing voice messages from the Call History screen has several
advantages:

• It is intuitive and easy for the user.

• Users can immediately view details associated with a
voice message and prioritize messages accordingly.

• Phone calls and voice messages are centralized, making
it more efficient for users to access and manage these
communications.

Figure 3. Play a Voice Message from Desktop



Managing your Mailbox • One-Touch Options – These dictate what choices are
offered to callers who reach a user’s voice mailbox,
e.g., as an alternative to asking callers to just leave a
message, they can be prompted to press 1 for your cell
Desktop allows users to easily manipulate the features and settings phone or 2 for your assistant. One-touch options can
associated with their Voice Messaging. Some of the advanced features be set system-wide by the Administrator, but individual
users can customize them as required. The user can
of Voice Messaging cannot be configured using the telephone, but can
also change the default action, i.e., what happens to the
be set up using Desktop or by the Administrator. caller if they do not select any options at all. Instead of
recording the caller’s message, the default option may
Desktop makes it simple for users to customize their Voice mailbox be to transfer the caller to another telephone number.
to best meet their needs and the needs of their callers. When
configuration is easy, users are more likely to use advanced features of
the system. This ensures callers receive better service and have a more
positive perception of the company with which they are dealing.

Features

• Creating and Editing Presence Profiles – Presence
Profiles are customized voice message greetings
that can be pre-recorded to handle a wide variety
of situations such as ‘in the office,’ ‘in a meeting,’
‘on vacation,’ or ‘out of the office.’ The active Profile
determines which presence greeting is played to callers
and the options available to them. Using Desktop, a
mailbox user can establish up to 99 Presence Profiles.
Voice Messaging users who do not have Desktop can
set up 10 Presence Profiles.

• Mailbox Schedules – Users can schedule their Profiles
to automatically play the most appropriate greeting
based on the time of day and day of week. An ‘on
vacation’ greeting can even be pre-recorded and
scheduled in advance.

• Caller Profiles – Desktop users can record a
personalized greeting for a specific caller based on their Figure 4. Set up a one-touch menu for special
CLI. The user can offer unique one-touch options to a circumstances or to give special callers better
particular caller but not offer these to any other caller, options in your absence
e.g., a user could be available to a particular caller but
unavailable to others.

• Record and Edit Voice Messaging Greetings – Any
presence greeting can be recorded using either the
sound card on the user’s PC or the telephone. Once
recorded, the Edit menu can be used to remove
background noise or alter the voice recording. Also,
Windows® .wav format or Dialogic .vox format files can
be imported using the recording interface.



• Distribution Lists – Voice Messaging users can configure • Redirect a fax5 call to your personal mailbox.
a group of people to whom to send messages, reducing
the time spent sending correspondence to a group of • Configure personalized one-touch options for your
callers, customized according to both your current
colleagues. Groups are created in seconds using the
activity and the recognized caller.
Phonebook contact listing.

• View your currently active Presence Profile. • Urgent messages are identified by a flaming and
flashing icon. Users are notified immediately and can
• Change to a different Profile by selecting one from the
drop-down list. There is no need to use your phone to
respond immediately.

follow the appropriate menu prompts Examples
• Pre-schedule, activate and deactivate your standard
Presence greetings.

• Configure voice mailbox settings to meet your specific
requirements.

• Instant notification of new voice messages. The
icon flashes to alert you that there are unread voice
messages in your mailboxes.

• See when a caller has reached your voice mailbox and
is either in the process of listening to your greeting or
leaving a message – and pull the caller back to your
phone to talk to them.

• See how many messages you have and if any are
marked urgent.

• Call voice messaging and listen to new messages.

Figure 5. Voice Messaging Toolbar

Figure 6. Presence Profile Scheduling from the
Desktop Status Bar

5 Requires Fax Messaging license 6 Requires Fax Messaging license



Message Management for • Users can print faxes to a local printer or distribute them
to other mailboxes.
Other Users
• The Messages pane provides a list of all user mailboxes,
allowing simple drag and drop from the currently viewed
Messages Features mailbox (e.g., the company after-hours mailbox) directly
to the appropriate destination mailbox.
The Messages pane allows an Executive Desktop user to centrally
distribute faxes and voice messages for other users and to administer
• Users can send faxes directly from their own PC and
view transmission status and details from within the
their mailboxes (subject to security allowances): Messages pane.

• Users can manage company mailbox messages and
their own personal mailbox messages all within their
Example

own Desktop application.

• Administrators can allow users to view and manage
selected user mailboxes on a temporary or permanent
basis. Messages for absent, departed or just busy
personnel can still be handled professionally.

• The drop selection provides a view of any additional
company or personal mailboxes a user is permitted to
access.

• All messages associated with a selected mailbox can
be viewed and managed. These messages can be
voice and/or fax messages, i.e., users may be permitted
access to one or both for another user.

Figure 7. Messages View



Viewing Messages Managing the Mailbox

The user can view and manage messages for their own personal The user can manage the currently selected mailbox based on Security
mailbox as well as messages for other selected users or company permissions.
mailboxes. To select the mailbox they wish to view, the user drops
They can perform functions such as configuring Presence Profiles,
down the list of available mailboxes; availability is dependent on
changing the mailbox schedule and updating any other mailbox
security permissions pre-configured by the Administrator.
settings.

Example
Example
The types of mailboxes are distinguished as below:

Figure 9. Mailbox administration

Figure 8. Types of Message and Mailbox



Managing Messages
The user can right-click on a message within the currently viewed
mailbox and manage the message as desired.

Figure 10. Managing Messages and Faxes

Users can also receive, send and distribute faxes from this pane.

Drag and Drop

To forward a message, the user simply drags the message from the
company mailbox and drops it onto any user mailbox listed in the
mailbox pane.

To perform the drag and drop function, left-click the message, drag the
message to mailbox and release.

Example

NEC System

Figure 11. Drag and Drop



Faxes Features

Users can send and receive faxes, as well as view and distribute faxes The following features are available using Presence buttons:
for other mailbox owners. This allows users to centrally manage
enterprise fax communications without leaving their desk or requiring • Transfer an active call to the extension.

extra equipment. • Park an active call on the extension.

• Park an active call on the extension and automatically
page the extension user.
Example
• Record the current conversation into the extension
user’s mailbox.

• Send a text message to a digital LCD telephone (PBX
specific).

• Transfer the active call to the voice mailbox associated
with the button.

• Call the extension by simply clicking on the button.

• Change the person’s Presence profile.

• Change the person’s ETR message.

• Forward the person’s phone to another extension or
external number, cancel a forward and view the current
Figure 12. Faxes in Messages Pane forwarding destination (PBX specific).

• Tooltips shows information about the person’s Voice
Messaging and/or user status.

Presence • Display a full list of telephone numbers for that contact
and select the number to dial.

Presence buttons represent internal extensions and external phone
Benefits
numbers, providing easy one-touch access to commonly dialed
numbers. They also show status information. You can use Presence to The functionality provided by Presence buttons is invaluable to all
make or transfer a call; see the current status of the contact; or transfer Desktop users:
a call to the voice mailbox of the contact. These and other functions
can be performed just by clicking one button. • Presence buttons and pages are easy to create and
administer.
Presence buttons can be created in a matter of seconds to suit the • One-touch operation to call an extension or transfer a
call to an extension.
needs of the organization.

Presence buttons are grouped together as either “Global” or “Personal” • Users can instantly view phone and voice messaging
status information of internal contacts.
pages7 . Personal pages are only available to the page owner. Global
pages can be viewed by everyone and provide a single source
• Status information can be used to quickly advise callers
on the availability of the person with whom they wish to
for frequently dialed phone numbers. Because Global pages are speak.
maintained centrally, once updated the information is available to
everyone instantly. The ability to edit Global Pages is governed by
• Gives operators and users the ability to change
Presence Profiles and ETR messages, if a user has not
selected the appropriate greeting or time of return.
security. You can set up your own Personal Pages and each page can
include up to 300 buttons. • Operators and users can view and change the
forwarding destination of internal phones (depending on
security permissions).

7 Up to 300 Presence buttons per page with 128 Presence pages supported



Presence Buttons Example

Presence buttons are used to monitor the status of internal extensions,
providing a wealth of information to the Desktop user:

• Extension Phone status – Idle/Ringing, Off-hook,
Inbound and Outbound call.

• Extension Presence Profile status – In the Office, Out of
the Office, On Vacation, In a Meeting.

• Extensions Mailbox status – No messages, New
messages, Urgent messages.

Armed with this comprehensive information, users can quickly inform
callers on the availability of the person with whom they wish to speak.

Figure 7. Messages View

Figure 13. Presence Buttons



Presence Status Indicators

At a glance, you can determine the following details from the above
screen:

Figure 14. Presence Tooltip

Quick Search from the Contact Field

Users can make a quick search by entering a name into the Contact
field. Desktop will attempt to match the name to a Phonebook contact
and, if a match is found, populate the Contact field with the contact’s
default telephone number.

Example

More detailed extension status information is available by mousing over
a contact’s Presence button. This tooltip information, as shown below,
can include this user information:

• Extension ‘forward’ setting (e.g., Forwarded to Mailbox)

• Current Presence Profile (e.g., In Meeting)

• The number and type of new messages (e.g., Urgent,
New, Fax)

• The user’s ETR status for unavailable Presence Profiles

• Name of the Calendar appointment (this can be
suppressed).

Figure 15. Quick Search



Managing Calls with Presence Buttons User Availability Information

With Presence buttons a user can also execute the following operations “Presence” is detected from mouse, keyboard or phone activity for
on the associated extension: other users. Presence detection is only available for users that have

• Transfer the active call.
Voice Messaging.

• Park the active call on the extension. • View the availability or Presence of other Desktop users.

• Send a text message to a digital proprietary LCD
phone8.
• View presence icon information – At My Desk, Away
from My Desk.

• Transfer the active call to the Voice mailbox associated
with the button.
• Tooltip information – Current Presence profile with
presence information.

• Call the person by simply clicking the button. • Presence Notification to notify you when other internal
contacts become available.
• Change the person’s Presence profile through the right
mouse-click menu. • Outlook® Calendar information display on Presence
button9.
• Change the person’s ETR via the right mouse-click
menu. • Toaster pop ups to remind you to change your profile
when you get back to your desk.

Example
Presence Information
After a pre-defined period, e.g., 10 minutes, if the user is absent or
does not use equipment, the icon and tooltip automatically change.
Presence is designed to be internal only, i.e., the forwarding and
greeting do not change.

Example

Figure 16. Drop-down Access to All
Available Numbers

Figure 17. Presence Information

8 This feature is PBX dependent 9 A Unified Messaging license is required for this feature



Example

Figure 18. Presence Information

Presence Notification

Use Presence buttons to notify you when internal contacts, who are
‘Away’ or ‘On the Phone,’ become available.

Your notification requests are canceled when you close Desktop.

Figure 19. Request Notification of Presence

Richard Thomas
Richard Thomas is back. Do you want to make a call?

Figure 20. Return Notification Toaster Pop



Expected Time of Return

The ETR greeting is played to the caller either before or after the user’s
Presence Profile greeting and tells callers what time they expect
to return. By using the ETR feature, users can advise callers as to
when they expect to be back at their desk without having to create a
customized recording each time. This allows them to provide a higher
level of service to their callers.

Users can also view other people’s ETR by hovering their mouse over
the user’s Presence button.

Figure 22. Other users can see your ETR by
hovering over your Presence button

Figure 21. Specify the time you plan to return



Phonebook Slider Example

View and access detailed user presence information via the Phonebook
Slider. This is a retractable pane to the right of the screen that displays
Phonebook and Presence information.

Users can choose whether or not to view the Phonebook slider. Click
Ctrl + S to enable/disable or enable from the View menu.

Example

Figure 24. Presence Notes in Executive Desktop

Instant Messaging Integration

Available in Desktop and Executive Outlook®, UCBIM integration
enables:

• Visibility of IM online status of external users inside
UCB.

• UCB/IM Presence integration.

• Initiation of Outbound Calling/Chat.

Visibility of IM status

UCB’s IM integration extends Presence to provide visibility of your
external contacts inside Desktop. Now you can see the IM status of
external contacts in one application with your internal contacts.

Figure 23. Phonebook Slider

Presence Notes
Figure 25. Skype Presence in Desktop
You can add a Presence Note to your Presence Status to provide your
coworkers with additional information on your activities and availability.



UCB/IM Presence Integration
Outlook® or Lotus Notes®
UCB’s IM integration extends your Rich Presence out to your external Calendar Integration
contacts as well. Your desk activity (keyboard, mouse and phone),
UCB schedule and Outlook®/Lotus® Calendar drive your IM status, Integration with the user’s Outlook® or Lotus Notes® Calendar allows
broadcasting your Rich Presence for the outside world to see – not just Voice Messaging to automatically activate the specified Profile (such as
internal users. ‘in a meeting’) each time an event comes up in the user’s Calendar. The
user is not required to manually activate a new Profile to keep callers
informed of their availability10.

ETR can be used in conjunction with this feature. Voice Messaging
automatically plays the appropriate ETR greeting based on the meeting
times set in Calendar.

Features

Features of UCB’s integration with Outlook® and Lotus Notes® Calendar
include:

• Users can specify a particular presence profile to be
used for Calendar appointments.

• This profile can be automatically activated at the start
time of the appointment.

Figure 26. Integrated IM Presence in Desktop • The presence profile can either be automatically
changed back to the scheduled or previously selected
profile at the end of the appointment; or the user can
Initiation of Outbound Calling/Chat choose to manually change the profile when they return.

Connect with your internal and external contacts using your single • The calendar appointment completion date and time
will be used for ETR, if the user has enabled ETR in their
application’s Presence buttons; choose the IM communication that voice messaging settings. ETR is played to callers and
suits you:
shown on the user’s Presence Button11.

• Instant Message or Chat.
Benefits
• Skype to Skype voice call.

• Skype to landline/mobile, etc. (“Skype out”) The benefits of integrating Voice Messaging with Outlook® or Lotus
Notes® Calendar include:

• Users no longer have to remember to change their
Profile each time they have an appointment.

• Saves users time customizing and changing their
greetings.

• Keeps callers informed of the user’s availability.

• Works in conjunction with ETR to provide a higher level
of service to callers.

Figure 27. Initiate an IM Call from Desktop

The relevant IM application pops to the front and you can conduct your
10 This feature requires a Unified Messaging license
conversation. 11 Microsoft® Outlook only



Examples Outlook® Calendar Appointment display:

Figure 28. Back at Desk Toaster Pop

Figure 29. Schedule an Outlook Appointment



Figure 30. Integration with Outlook® Calendar

Figure 31. Schedule an Outlook Appointment

Figure 32. Calendar Event Displayed (left) and Private
Appointment (right)



Figure 33. Calendar Appointments with UM for Lotus Notes®



Call Screening12 • Redirect selected callers to your mobile phone while
others go to your voice messaging.

• If you are talking on your mobile phone when you return
to your desk, you can continue the call using your desk
If you are busy at your desk and don’t want to be disturbed, there could
phone, without having to hang up and re-establish the
be one important call for which you are waiting that prevents you from call.
simply changing your Presence Profile to unavailable.
• If you are on a call on your desk phone and you need to
leave the office or go elsewhere in the building, you can
Features transfer the caller to your mobile by clicking on the ‘Go
Mobile’ button on your Desktop.
Call Screening allows you to be unavailable to everyone except that • Calls diverted to your mobile phone will pop a screen in
your Desktop application, allowing you to retrieve the
caller:
call on your desk phone with the click of a button.
• Configure any Presence Profile(s) for call screening, so
that when you are at your desk and don’t want to be • When you can’t answer your desk phone or mobile, all
your calls can be directed to one mailbox that can be
disturbed, call screening takes effect. integrated with your Outlook® or Lotus Notes® Calendar
• Configure specific Caller Profiles for any contacts in
your global or personal phonebook whom you want to
appointments. Callers are automatically greeted with
up-to-date information and your expected time of
treat specifically. return.

• Certain recognized callers can be always presented,
never presented or can be screened when a particular
• Have an SMS or phone call alert you of new messages.
Voice messages, faxes and emails can all appear in your
Presence Profile is active. Outlook® or Lotus Notes® email application. When you
are off-site, access your messages by phone, Outlook®
• Callers can be flagged to never to be presented to your
phone. They will always need to leave a message, even
Web Access or Lotus® iNotes.

when you are present or have call screening turned on.
Benefits
• Call screening for recognized callers is invisible to the
caller. The call is held in Voice Messaging, while the
caller hears your normal greeting, but is presented UCB’s Intelligent Mobility takes the work out of keeping in touch:
to the Desktop and screen popped. You have the
opportunity to take the call, if you wish. • Guarantee availability to all or selected callers – any
time, any place.
• When call screening is turned on, unrecognized callers
will be asked to announce their name. UCB then calls • You don’t have to record your mobile phone number
you at your phone and tells you who is calling. You into your greeting or tell people to press a button to
can choose to accept or deflect the call, by pressing a call you. You don’t even have to remember to forward
button on your phone; if the call is rejected, the caller is your phone. UCB knows when you are at your desk and
simply routed to your mailbox and played your current when to automatically divert to mobile. Just remember
greeting. to carry your mobile with you.

• Your callers don’t have to worry about where you might
be; need to keep track of alternate numbers; or incur
additional costs to reach you.
Mobility13
• Intelligent Mobility is easy for you and for your callers.

UCB’s Intelligent Mobility means callers can use one number, your desk
phone number, for all calls. They will reach you wherever you are and
you manage only one mailbox for all your voice messages.

Features

• When you leave your desk, the Presence function
detects you are no longer there and calls can be
automatically diverted to your mobile phone.

12 Call Screening is available on OAI platforms only
13 Intelligent Mobility is available on OAI platforms only



Example

NEC

Figure 34. When you’re on a call and want to move away from your desk, just Go Mobile



Phonebook • Use the Special Notes field in the Phonebook to add
comments about callers to help users make the best
decisions about which call to answer first. For example,
Phonebook is the name for UCB’s online contact database. Phonebook
the notes field can be used for “Account overdue”
notification, “VIP Customer” alerts and to identify
is divided into global and personal contacts. Typically, the global part customers with repetitive queries.
of Phonebook consists of all staff members and any external contacts
relevant to the entire company. Entries are accessible by all users and
Example
the right to edit the Global phonebook is governed by security. The
personal Phonebook contains entries added by each individual user.

The directories offer a fast and effective dialing mechanism for all
Desktop users so they don’t have to manually dial numbers. There are
8,000 global contacts (per system) and 500 personal contacts (i.e., per
user) available. Each contact can have multiple numbers associated
with it, e.g., internal extension number, business number, fax number,
mobile phone number and so on. Phonebook can also be seamlessly
integrated to your Outlook® Contacts or any other complaint directories.

Features
Phonebook provides Desktop users instant, online access to the
company’s address book.

• Each contact can have multiple numbers. Numbers can
be entered for different types, e.g., internal extension
number, office/business number, fax number, cell phone
number, mobile pager number or home number.

• The Phonebook is used to make and identify calls.
Phonebook identifies incoming and outgoing calls by
name and number.

• View and access detailed user presence information
via the Phonebook Slider. This is a retractable pane to
the right of your screen that displays Phonebook and
Presence information.

• Where there are multiple numbers for one name entry,
users are able to specify a Default Number. This
is the number that is used for one-touch Presence
button calls. Note that users can choose to drop
down a full list of the available contact numbers from
the Phonebook in both the Destination field and the
Presence button.
Figure 35. Phonebook Search
• Having a Default Number means users will always know
which number to try first when getting in touch with an
external contact.



Customizing Desktop • A user can choose their personal recall timer for when
they have parked a call or simply use the system default
timer.
Users can customize how Desktop behaves to best meet their
individual requirements.
• Users can choose to automatically answer a Desk-to-
Desk chat call after a nominated time and send back a
preconfigured message to the caller and control various
other chat features.
Features

Some of the preferences and settings available to Desktop users Benefits
include:
The benefits of these options include:
• The user can determine whether or not Desktop will
pop to the front of the screen when a new call is made, • Users can configure Desktop in a manner that best suits
received or both. their needs.

• When an incoming call arrives, Desktop can be set to
pop the Phone Calls screen, which provides details
• Customer service is enhanced by having the caller’s
details available to the user as the call is answered.
such as ring time and connection time. When the CLI is
matched in the Phonebook, the caller’s phone number • Outlook® Contacts users are not required to maintain
two address books (one in Desktop and one in
and their contact details are also displayed.
Outlook®) to take advantage of screen pops.
• When an incoming communication arrives, whether it be
a phone call or via another medium such as Web Chat, Example
Desktop can be set to pop the relevant media page.

• Desktop can be configured to display the Contacts
record from Outlook® based on the CLI information
associated with a new call arriving at the Desktop
extension.

• The user can choose how they prefer to search in the
Phonebook – either by first name then last name or the
reverse order.

Figure 36. Desktop Preferences



Online Help

Figure 37. Desktop Application Help

Figure 36. Desktop What’s New



Desk-to-Desk Chat • A chat call can be transferred to another user by
clicking the Transfer button which produces a list of
available users to whom to transfer. The transferring
user can also cancel the transfer if they choose.
You can make a Desktop Chat call to exchange text information with
someone inside your organization who is also set up to use Chat. This • Send a web page to the chat call recipient.
is a useful way to exchange complicated information quickly in real • Send a series of web pages to the chat call recipient.
time with a record available to save. A user’s security privileges control
whether Chat is available to them.
• Create a list of standard phrases that will appear in the
Send Text menu.

• Create a list of commonly used URLs that will appear in
the Send URL menu.
Features

• Quickly exchange information with another user inside
your organization.
Benefits

• Conduct multiple chat conversations at the same time. • Real-time information enables users to enhance

•
complex information easily.
A user can conduct a chat conversation at the same
time as a phone call within the same application. • The ability to conduct a chat conversation at the same

•
time as a phone call means a user can quickly ask for
Easily swap between separate conversations by clicking assistance during a call.
on the appropriate conversation tab.

• When a chat user receives a new chat call, Desktop is • Users can access a saved chat transcript at any time.
popped to the front of the open applications, if it has
been configured to do so.
• Standard phrases and URLs enable users to save
frequently-used information to save time.

• Desktop can play an audible notification when a new
chat comment is received, if Desktop is not currently
• The ability to send URLs to a chat recipient enables a
user to demonstrate the navigation of a web site rather
active on the screen. than try to explain it over the phone.

• Print, copy or save a chat call transcript. • When a chat call is transferred to another chat user, all

•
previous transcript information follows with the call.
View when the other party is typing information. This enables the new user to view the history of the chat
• Copy and paste information into the chat call. conversation and handle the call more efficiently.



Example

Figure 39. Chat Screen

Figure 40. Use Pre-Scripted Phrases, such as “Thank you for calling”

Windows and Outlook are registered trademarks of Microsoft
Corporation in the United States and/or other countries.

Lotus and Lotus Notes are registered trademarks of IBM Corporation.



For more information, visit www.nec.com.au, email contactus@nec.com.au or call 131 632

Oceania (Australia) Corporate Headquarters (Japan) North America (USA) Asia Europe (EMEA)
NEC Australia Pty Ltd NEC Corporation NEC Unified Solutions Inc. NEC Corporation NEC Unified Solutions
www.nec.com.au www.nec.com www.necunifiedsolutions.com www.nec.com www.nec-unified.com

About NEC Australia Pty Ltd. NEC Australia is a leading supplier and integrator of ICT solutions to carriers, government and
businesses. Through a national network of engineering and support staff backed by over 200 partner organisations, we design,
develop and deploy advanced IT/Network communication solutions and services using best-of-breed technologies in multi-vendor
environments. Our business encompasses Hosted Application and Network Services, Systems Integration, IP Communications
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UCB_ED_WP | v2 28.10.10

NEC Australia Pty Ltd reserves the right to change product specifications, functions, or features, at any time, without notice. Please refer to your local NEC representatives for further details. Although all efforts have
been made to ensure that the contents are correct, NEC shall not be liable for any direct, indirect, consequential or incidental damages resulting from the use of the equipment, manual or any related materials. The
information contained herein is the property of NEC Australia Pty Ltd and shall not be reproduced without prior written approval from NEC Australia Pty Ltd.

Copyright © 2010 NEC Australia Pty Ltd. All rights reserved. NEC, NEC logo, and UNIVERGE are trademarks or registered trademarks of NEC Corporation that may be registered in Japan and other jurisdictions. All
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UC For Business - Executive Desktop

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