Bria 3 for Mac User Guide Enterprise Deployments
CounterPath Corporation CounterPath Corporation Suite 300, One Bentall Centre 505 Burrard Street, Box 95 Vancouver, BC V7X 1M3 Tel: 604.320.3344 sales@counterpath.com www.counterpath.com © July 2010 CounterPath Corporation. All rights reserved. This document contains information proprietary to CounterPath Corporation, and shall not be used for engineering, design, procurement, or manufacture, in whole or in part, without the consent of CounterPath Corporation.
Contents Introduction...................................................................................................................................1 Installation and Setup....................................................................................................................3 Getting Ready .........................................................................................................................3 Starting Bria ...................................................................
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1 Introduction Read this manual if you who are working in an enterprise and your system administrator. It is assumed that your system administrator has either configured Bria on your behalf or has give you instructions on configuring it yourself. If you are not working in an enterprise, read the user guide “Using Bria for Mac – for Retail Deployments”.
CounterPath Corporation • Support for the following video codecs: H.263, H.263+ 1998, H.264. • Integration with a SIP deskphone, so you can use either the deskphone controls or the Bria screens to control a phone call. Automatic selection of the best codec based on the other party’s capability, the available bandwidth, and network conditions. Bria switches the codec within a call in response to changing network conditions. Compliance to 3261 SIP standard.
2 Installation and Setup 2.1 Getting Ready Multimedia Device Requirements Bria requires both speakers and a microphone to make calls. Any of the following configurations are acceptable: • • • • • External speakers and microphone Built-in speakers and microphone Dual-jack multimedia headset USB multimedia headset USB phone. Bria is optimized to work with Apple iSight camera.
CounterPath Corporation 2.2 Starting Bria First-time Startup If Bria is not already running, start it as you would any other program. The Bria Login dialog appears with the Profile set to “Manually configure login server”. 1. Set the profile to the value specified by your system administrator and click Continue (or Log in). Typically: • • • 2. No login required: Used if you will manually configure Bria, as described below.
Bria 3 for Mac User Guide – Enterprise Deployments 2.3 Configuring Bria Read this section if your system administrator advises you that you must either configure Bria or complete the configuration. (If your administrator advises you that configuration is already done, go to “Setting up a Contact List” on page 6.) 1. From the menu bar, choose Bria > Preferences > Accounts. The empty Account list appears. Set up the SIP Account 2. Click the + button and choose New SIP Account. The SIP Account window opens.
CounterPath Corporation 2.4 Setting up a Contact List Typically, you will want to create contacts in order to easily make phone calls, send IMs and transfer files. Selecting the Contact Storage Method 1. From the menu bar, choose Bria > Preferences > Contact Storage. 2. Select the contact storage method: typically “local” or “Mac Address Book” (to use your Mac Address book directly from Bria). See page 59.
Bria 3 for Mac User Guide – Enterprise Deployments 2.5 Setting up for Presence Presence allows your contacts to see your online status and also allows you to see their online status. You can set up for presence if your VoIP service provider supports it; check if it is supported and if so, whether it is supported over SIP (using SIP SIMPLE) or XMPP. Presence is handled over one of your accounts. If you only have a SIP account, you can share presence information over that account.
CounterPath Corporation 2.6 Troubleshooting Bria includes three tools for helping you troubleshoot problems: • • • • You can verify that your microphone and speakers are working and can set the volume to a comfortable level without having to actually place a phone call. You can verify that you are successfully connected to the network. While you are on a phone call, you can test the quality of the audio. Note that to perform a valid test, you should be on an established call (not a call attempt).
3 Using Bria 3.1 The Onscreen Softphone Minimize to dock Close window Open/close video window The dashboard menu Call entry field See page 11. The Call button Show/hide dial pad Hide each resources tab Resources.
CounterPath Corporation The Bria Menu The menu contains the following items that are specific to Bria: • • • • • Bria > Preferences. See page 49. View. Changes how Bria looks, and shows and hides specific modules. Contacts. Lets you work with contacts. Actions. Lists the actions that you can perform, depending on the current “state” of Bria. For example, if a contact is selected, it lists all the actions that can be performed on that contact. Help. Provides access to various service-related features.
Bria 3 for Mac User Guide – Enterprise Deployments 3.2 Placing a Call You can contact someone using a traditional phone number (if supported by your VoIP service provider) or a softphone address (for example, kperera@domainA.com). Place the call as described in the table on the next page. The outgoing call opens in its own call panel, below any other existing call panels. You will hear a ringing tone while Bria attempts to make a connection.
CounterPath Corporation Call entry field Click to place the call Auto complete suggestions 12
Bria 3 for Mac User Guide – Enterprise Deployments Selecting the Account to Use This information applies only if you have more than one SIP account set up and enabled. When you place a call, you can explicitly specify the account to use for that call. If you choose Auto Select, then the account to use depends on dial plan rules set up by your system administrator. If there are no dial plan rules, then the “preferred” account (page 49) is used. Choose the account to use.
CounterPath Corporation Hiding your Identity (Anonymous Calling) You can hide your identity on a call, so that the other person will not see your name or number on their phone. Your ID will be hidden for all outgoing calls until you turn off Hide my number mode Anonymous Calling is automatically turned off when you shut down. Turn Hide my number on or off The Hide my number indicator appears on the dashboard. Place the call in the usual way.
Bria 3 for Mac User Guide – Enterprise Deployments 3.3 Handling Incoming Calls Bria must be running to answer incoming calls. (If Bria is not running, incoming calls may be directed to voicemail; check with your system administrator.) As soon as an incoming call is received, a call panel appears, showing information about the call. In addition, the Call Alert box appears, even if Bria is minimized. For information on call alerts, see page 54. Action Answer From the...
CounterPath Corporation Auto Answer You can set Bria to automatically answer all incoming calls. Turn Auto Answer on or off The Auto Answer indicator appears on the menu bar. Auto answer is initially configured to auto-answer after one ring, and to send only your audio when the call is established. You can change this configuration; see page 59. Auto answer is automatically turned off when you shut down.
Bria 3 for Mac User Guide – Enterprise Deployments 3.4 Handling an Established Call While the call is in progress you can: • • • • • • Control the audio: use the speakerphone, mute the call, control volume. Record the call. Put the call on hold. Add the caller as a contact. Transfer the call. See the next page. Add video. Pause and resume video when video is already present. See “Handling Video Calls” on page 20. Place another call (current call is automatically put on hold).
CounterPath Corporation 3.5 Transfering a Call Basic (Unattended) Transfer – Transfer this Call You can transfer a call to any number without first speaking to the other person. The call will be handled in one of these ways: • • If you hang up immediately and the other person does not answer, the person you are transferring will have to hang up.
Bria 3 for Mac User Guide – Enterprise Deployments Attended Transfer – Call then Transfer You can first speak to the target (the person you are transfering the call to), then click Transfer to complete the transfer.
CounterPath Corporation 3.6 Handling Video Calls Click the down arrow and choose Video call. If you mostly make video calls, you can Option-click this down arrow to reveal the “Set Video Call as default action” menu item. Show/hide dialpad Call entry field Placing a Video Call You can start a call with video. See the table. How Keying From the... Dialpad or computer keyboard Description 1. Enter the number or address in the call entry field using the dialpad or the computer keyboard.
Bria 3 for Mac User Guide – Enterprise Deployments Adding Video If you have a camera, you can click Start Video to add video to an established call. When you add video, the other party may (or may not) start sending their video to you. Other Party Adds Video If the other party starts their video, your video panel automatically opens and the video is played. You can start sending your own video, if desired (and assuming you have a camera) by clicking Start Video on the call panel.
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Bria 3 for Mac User Guide – Enterprise Deployments Managing the Conference Mute. When you mute during a video call, you may also want to click Stop Video to stop the video feed. Participant menu Conference call menu Adding More Participants You can add more participants to an existing conference in any of these ways: • • • Control-click on a contact and choose Add to Conference Call. In the conference call panel, enter a name in the call entry field and click Add.
CounterPath Corporation Video Conference Calls “Video” appears beside each participant’s name Closing the video window stops sending video. Start and stop sending your video to all participants Starting a Conference with Video When you start a conference from established calls, video is included if at least one of the calls already includes video. Video is sent to all the participants. When you start a conference from scratch, video is not included.
Bria 3 for Mac User Guide – Enterprise Deployments 3.8 Voicemail If your service includes voicemail and you have set up voicemail options (page 49), then when you have voicemail messages, the voicemail icon appears at the top of the phone (the icon may include a number). You can click the icon to automatically connect to voicemail and listen to your messages. Voicemail icon 3.9 Forwarding Calls You can enable or disable forwarding so that calls will be forwarded to another number.
CounterPath Corporation 3.10 Working in Deskphone Mode If you have a SIP deskphone, you can use Bria in deskphone mode. In this mode: • • You can initiate calls from Bria and then pick up the deskphone receiver in order to speak to the person. You can then control the call using the deskphone controls. You can also hang up the call using Bria. Information about incoming, outgoing and established calls is displayed in Bria in read-only mode. Set up for Deskphone Mode 1.
Bria 3 for Mac User Guide – Enterprise Deployments 3.11 Instant Messaging Sending an IM 1. There are several ways to select the person to send an IM to. From the Contacts tab Control-click on the contact and choose Send IM. The contact must have a softphone address. An active phone call If the person is a contact, choose Send Instant Message from the call panel menu. An active conference call If the participant is a contact, choose Send Instant Message from the participant menu. 2. Type the message.
CounterPath Corporation Sending a Broadcast IM You can send an IM to several people at one time. A broadcast IM is not a conference IM. • • 1. With a broadcast IM, each recipient can reply to the IM, but only you will see these replies; the other recipients will not see these replies. With a conference IM, all parties see everyone’s messages and the messages each party sends are seen by everyone. See “Conference IM—Group Chat” on page 29. Select two or more contacts. 2.
Bria 3 for Mac User Guide – Enterprise Deployments Conference IM—Group Chat Group chat allows you to exchange instant messages with a group of people in the same session. All people must have XMPP accounts configured in order to participate in group chat. Group chat differs from a broadcast IM in that all parties see everyone’s messages, and the messages each party sends are seen by everyone else.
CounterPath Corporation Viewing the IM Archive You can view your recent IM activity for any contact or group chat session. Control-click a contact and choose View Instant Message Archive.
Bria 3 for Mac User Guide – Enterprise Deployments 3.12 Sending and Receiving Files Sending Files If you have an XMPP account, you can send files to another contact who has a Jabber address (meaning that they have an XMPP account). 1. Control-click a contact and choose Send Files; a standard Open dialog box opens. 2. Select the files to send and click Open. The Send Files dialog appears with a “waiting” message. If you want, you can cancel the send before the other person retrieves the file.
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4 The Contacts Tab Add a Contact Search field The online status of others. See page 39. The Contacts tab displays your contacts and lets you specify multiple contact methods for them, including: • • Softphone address Home phone number, business phone number, mobile phone number Contacts are typically organized into groups. Bria includes built-in groups: “Family”, “Friends” and “Work”. You can add more groups, as desired. Viewing the Contacts List From the menu bar, choose View > Show Contacts.
CounterPath Corporation 4.1 Populating the Contact List At any time, but particularly when you first deploy Bria, you may want to populate the contact list with contacts from an external source. Populating from WebDAV or XCAP If your system administrator has set up a WebDAV or XCAP server, then once Bria is configured to use this server for contact storage, the contacts from that source will automatically appear in the contact list.
Bria 3 for Mac User Guide – Enterprise Deployments Importing Contacts You can populate the Bria contact list by importing from an external file or files. Your system administrator may have placed a file on a server for you to import. You can also import your own file or files, as many as required. The new contacts will be added to the existing contacts. Importing You can import a contact list from: • • A comma-separated file. Use this method to import from a Microsoft® Excel® file.
CounterPath Corporation 4.2 Managing Contacts and Groups Adding a Contact Click , or control-click a group and choose Add Contact to Group. The Contact dialog appears. See the table below. Double-click to set an avatar Click to add another phone number field Click to change the type of phone number: “Softphone”, “Home”, “Work” and so on Field Delete this entry Description Contact name Only the “Display as” name is required.
Bria 3 for Mac User Guide – Enterprise Deployments Presence Sharing Presence is shared by the account specified in the Accounts Settings window. To see which account is currently being used for presence sharing, from the menu bar, choose Bria > Preferences > Accounts; see page 49. Adding a Contact using an Existing Address You can add a contact by capturing existing information: • • If you are on a phone call with a person who is not a contact, click the Add to Contacts icon in the call panel.
CounterPath Corporation • To delete one or more contacts, select them, control-click, and choose Delete or Delete Selected Items. The contacts are removed from this group. If a contact belongs to several groups, it is removed from all groups. Adding, Deleting or Renaming Groups Select any group, control-click, and choose the appropriate menu item. Contacts that have no group appear under “Ungrouped Contacts.” You can delete, but not rename, this group. 4.
Bria 3 for Mac User Guide – Enterprise Deployments 4.4 Sharing Online Status You can publish your online status to contacts who have softphone address, and you can set up Bria to view the online status of other contacts. Typical online statuses are available, on the phone, busy, and so on.
CounterPath Corporation Setting the Presence Account Online status information (presence) is always handled through the XMPP account (if you have one). If you do not have an XMPP account, it is handled through one of the SIP accounts; see the Accounts window. Do not change the account that is used for presence unless instructed to do so by your system administrator.
Bria 3 for Mac User Guide – Enterprise Deployments Setting your Online Status Changing your Status Click the down arrow beside the online status indicator on Bria, and select the desired value. See the table below. When your online status changes, the new status is sent to all contacts (except those who are blocked). Setting up Online Status Indicators You can create a custom status indicator: click the down arrow beside the status indicator, and choose Custom Message.
CounterPath Corporation Adding Contacts to the Alert List (Buddy Pounce) You can add a contact to the Alert List in order to request to be notified when the online status of a contact changes. In the contact list, control-click the selected contact or contacts and choose Add to Alert List. The Alert List icon appears beside the contact. When the contact’s status changes, a notification appears.
Bria 3 for Mac User Guide – Enterprise Deployments 4.5 Privacy You can control how contacts and other people can contact you by phone or IM, and you can control whether your contacts can see your availability information (whether you are online, one the phone, and so on). You can set up controls in advance or “on the fly” (as phone calls and presence requests come in). Setting up Controls in Advance To set up controls in advance, see “Preferences – Privacy” on page 53.
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Bria 3 for Mac User Guide – Enterprise Deployments 5 Using Other Resources 5.1 The History Tab Incoming missed call Outgoing call, either attempted or established Incoming call that was answered From the menu bar, choose View > Show History. Managing the List of Calls You can control-click on an entry in a list to: • • • • Delete the call. Delete all entries in this list. Edit the profile if the entry is a contact. Add as contact. The Contact dialog appears.
CounterPath Corporation 5.2 The Favorites Tab You can create favorites from your contact list. They will be displayed in both the contact list and in the Favorites tab. To view the Favorites tab, from the menu bar, choose View > Show Favorites. Select the desired contacts, then control-click and choose Add to Favorites. Quick links to IM or phone this person Menu for other actions You can perform nearly all the same actions on the contact in Favorites as you can in the contact list.
Bria 3 for Mac User Guide – Enterprise Deployments 5.3 The Directory Tab The Directory tab appears only if your system administrator has set up Bria to access a corporate directory. Only one number appears for each entry. There may be other numbers that will show if you try to call this person. Viewing the Directory From the menu bar, choose View > Show Directory. Phone a Person Control-click an entry and choose Call or Video Call. The call is placed immediately.
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6 Configuring Bria From the menu bar, choose Bria > Preferences. The Preferences window appears. • • When configuring Bria the first time, click the Accounts tab and set up the account. Then complete other tabs as desired. After the initial setup, display whichever tab you want. 6.1 Configuring Accounts In general, you will work with the Accounts tab as instructed by your system administrator. The only feature that you might set up to suit your own preference is call forwarding: 1.
CounterPath Corporation Accounts List with Multiple SIP Accounts If you have more than one SIP account, the window appears as shown below. The functions each account is being used for. See below.
Bria 3 for Mac User Guide – Enterprise Deployments In general, your system administrator will provide the values for fields in this tab. The only fields that you can set to suit yourself are: • Always forward to this address: To always forward phone calls, click the box and enter the address to forward to. Phone calls received on other accounts (if you have them) are not affected by enabling this field. Always forward works only when Bria is running.
CounterPath Corporation 6.2 General Preferences From the menu bar, choose Bria > Preferences. The Preferences window appears. All the tabs on this window except for “Accounts” are preferences tabs. These tabs let you control the way that you work with Bria. Preferences – Application This panel lets you set your preferences for general GUI behavior and lets you set up for login.
Bria 3 for Mac User Guide – Enterprise Deployments Preferences – Privacy You can control how contacts and other people can contact you by phone or IM, and you can control whether your contacts can see your presence information (whether you are online, on the phone, and so on). General Tab In “Global Contact Settings”, choose one option. If you choose “Only people in my contact list”, then all contacts will be able to contact you unless their name or their domain is in the Blocked list (below).
CounterPath Corporation Preferences – Alerts & Sounds This panel lets you control the alert box and lets you assign sounds. Enable Alert Displays You can control whether the Call Alert box is displayed in different situations. You can also control how you are alerted to an incoming IM: either with a small IM Alert box or with the IM window itself. Assigning Sounds You can assign specific sounds to a variety of actions or “events”. 1.
Bria 3 for Mac User Guide – Enterprise Deployments Preferences – Devices Bria automatically detects devices at each startup, and selects the most appropriate device for each purpose. If you do not like this selection, you can override it on this panel. If you override a selection, it will apply the next time you start Bria, unless the device is no longer available, in which case Bria will again select the device to use.
CounterPath Corporation Field Description Headset Mode Microphone Speaker Change these fields only if you want to override the devices that Bria automatically selected. In both these fields, select the headset you are using. The headset is the device that is usually used for audio out (the sound you hear) and audio in (recording your voice). The only situation in which the headset is not used is when the Speaker Phone button on the dialpad is pressed.
Bria 3 for Mac User Guide – Enterprise Deployments Preferences – Network Select the type of network connection for your computer. The sliders move to show the bitrate that will be used for sending and receiving. These rates are typical rates for the selected configuration. If you know that your computer and network can handle a faster sending speed, click Custom and move the slider. It is recommended that you not change the receiving speed.
CounterPath Corporation Preferences – Media Quality Field Description Audio Quality Reduce echo Reduce background noise Turning this feature on improves sound quality. This feature is typically on. Automatically attempts to remove background noise. Typically on for the speakerphone. Automatic gain control This feature is typically on. Preserve bandwidth When this feature is on, Bria stops sending audio when you are not talking.
Bria 3 for Mac User Guide – Enterprise Deployments Preferences – Call Automation These settings let you configure how you want auto answer to handle incoming calls, when Auto Answer is enabled. (To enable Auto Answer, see page 20). Preferences - Directory Generally, change the settings on this panel only if advised to do so by your system administrator.
CounterPath Corporation Preferences – Advanced Field Description Audio DTMF Set this field as directed by your system administrator. RTP Set this field as directed by your system administrator. Recording folder The folder where files for recording of phone calls will be saved. Transfer folder The folder where received files will be saved. Web Page Tabs You can set up a web page as a new tab in the Resources panel; it will appear alongside Contacts, History and so on.
A Troubleshooting From the menu bar, choose Help > Troubleshooting. The Troubleshooting window appears. Testing Audio Quality While you are on a phone call, you can test the quality of the audio. Note that to perform a valid test, you should be on an established call (not a call attempt).
CounterPath Corporation Testing Video Quality While you are on a phone call, you can test the quality of the video. Note that to perform a valid test, you should be on an established call (not a call attempt). Testing the Network Connection You can verify that you are successfully connected to the network.
Bria 3 for Mac User Guide – Enterprise Deployments Testing Audio Devices You can verify that your microphone and speakers are working and can set the volume to a comfortable level without having to actually place a phone call.
CounterPath Corporation Diagnostics Only use this panel if instructed to do so by your system administrator. To start logging Bria activity and send a logging report to customer support: 1. Click Start Logging. The first Diagnostics Logging window appears. 2. Select the problem you are experiencing and click Start Logging. 3. On the second Diagnostics Logging screen, click Finish. Logging will start. 4. Perform the actions you want to capture; for example, attempt to make a phone call. 5.
Bria 3 for Mac User Guide – Enterprise Deployments B Contact List Headings Following is a list of all the headings that are used in the Bria contact list. This list can be useful when formatting a contact list in order to import it into Bria. For details, see “Importing Contacts” on page 35. The same headings are used for both Bria for Mac and Bria for Windows.
CounterPath Corporation C Glossary AEC AGC Broadband Codec Preferred account Dial plan DTMF IM IP IP address Media MOV MWI Narrowband Presence Proxy PSTN 66 Acoustic echo cancellation. Processing of the audio or video signal to reduce the echo effect that can arise with a speakerphone or that can arise if the sound from the speakerphone or headphone leaks into the microphone. Automatic gain control.
Bria 3 for Mac User Guide – Enterprise Deployments RFC RTP Signaling SIMPLE protocol SIP SIP account softphone address SRTP TCP TLS UDP URI URL USB device VAD VoIP VoIP service provider WAV Request for Comment. A document that describes an aspect of an internet technology. An RFC may be a proposed, draft or full internet standard. Real-time Transport Protocol. A protocol for delivering the media portion of a data transmission over an IP network. SRTP is another media protocol.
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