broadworks Getting Started Web Interface administration guide10-BD5014-00
©2015 BroadSoft Inc.Page 1 of 31
BroadWorks® Guide
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Copyright© 2015 BroadSoft, Inc.
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Trademarks
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This document is printed in the United States of America.
Document Revision History
Release / Version / Reason for Change / Date / Author14.0 / 1 / Created document. / July 12, 2006 / Leif R. Montin
14.0 / 1 / Edited document. / September 1, 2006 / Patricia Renaud
14.0 / 2 / Updated document for the Client Management System (CMS) features. / March5, 2007 / Leif R. Montin
14.0 / 2 / Edited changes. / March 7, 2007 / Patricia Renaud
14.0 / 3 / Updated document for Releases 14.sp1 through 14.sp6. Also removed information related to the Client Management System (CMS). / July 4, 2008 / Patricia Renaud
14.0 / 3 / Edited and published document. / July 4, 2008 / Patricia Renaud
15.0 / 1 / Updated document for Release 15.0. / July 4, 2008 / Patricia Renaud
15.0 / 1 / Edited and published document. / July 27, 2008 / Patricia Renaud
16.0 / 1 / Updated document for Release 16.0. / January 21, 2009 / Goska Auerbach
16.0 / 1 / Updated sections3BroadWorks Overview and 4.2Page Conventions for the Web-based/Web-Services-based Receptionist and Call Center Client Applications Functional Specification. / July 17, 2009 / Goska Auerbach.
16.0 / 1 / Edited and published document. / August 28, 2009 / Patricia Renaud
17.0 / 1 / Updated document for Release 17.0. / October 13, 2009 / Goska Auerbach
17.0 / 1 / Updated sections 5Getting Started and 6Important Notes with information about supported internet browser versions for CommPilot. / February 11, 2010 / Goska Auerbach
17.0 / 1 / Edited and published document. / April 27, 2010 / Patricia Renaud
18.0 / 1 / Updated document for Release 18.0. / June 7, 2011 / Goska Auerbach
18.0 / 1 / Edited changes and published document. / November 11, 2011 / Jessica Boyle
18.0 / 2 / Replaced references to the Conferencing service with references to Meet-Me Conferencing service. / November 25, 2011 / Goska Auerbach
18.0 / 2 / Edited changes and published document. / December 21, 2011 / Jessica Boyle
19.0 / 1 / Updated document for Release 19.0 / January 20, 2012 / Goska Auerbach
19.0 / 1 / Edited changes and published document. / November 5, 2012 / Jessica Boyle
20.0 / 1 / Updated document for Release 20.0. / January 3, 2013 / Goska Auerbach
20.0 / 1 / Edited changes and published document. / December 3, 2013 / Jessica Boyle
21.0 / 1 / Updated document for Release 21.0. / January 3, 2014 / Goska Auerbach
21.0 / 1 / Updated the BroadSoft legal notice. / October 15, 2014 / Goska Auerbach
21.0 / 1 / Edited changes. / November 15, 2014 / Joan Renaud
21.0 / 1 / Rebranded and published document. / January 5, 2015 / Joan Renaud
Table of Contents
1Summary of Changes
1.1Changes for Release 21.0, Document Version 1
1.2Changes for Release 20.0, Document Version 1
1.3Changes for Release 19.0, Document Version 1
1.4Changes for Release 18.0, Document Version 2
1.5Changes for Release 18.0, Document Version 1
1.6Changes for Release 17.0, Document Version 1
1.7Changes for Release 16.0, Document Version 1
1.8Changes for Release 15.0, Document Version 1
1.9Changes for Releases 14.sp1 through 14.sp6, Document Version 3
2About This Guide
2.1Additional Guides
3BroadWorks Overview
3.1BroadWorks Web Portals
3.2CommPilot Personal and CommPilot Call Manager
4Manual and System Conventions
4.1Web Interface
4.2Page Conventions
4.2.1Role Location Path
4.2.2Help, Home, and Logout Links
4.2.3Client Application Launch Box
4.2.4Navigation Pane and Content Pane
4.2.5Action Buttons
4.2.6Text Alignment
5Getting Started
5.1Log In
5.2Remember Password
5.3Add BroadWorks to “Favorites”
5.4Browser Windows
5.5Auto Start-up of BroadWorks
5.6BroadWorks Quick Launch
5.7Navigate Lists
5.7.1Change Sort Order of Data
5.7.2Display Another Page
5.8Search List Pages
5.8.1Perform Simple Search
5.8.2Perform Advanced Search
5.9Move Items from One Column to Another
6Important Notes
6.1Internet Browser
6.2Security
6.3Outlook Integration
Index
Table of Figures
Figure 1 CommPilot Call Manager
Figure 2 CommPilot Interface Theme Options
Figure 3 CommPilot – Classic Theme
Figure 4 CommPilot – Desert Theme
Figure 5 CommPilot – Forest Theme
Figure 6 CommPilot Page – Ocean Theme
Figure 7 CommPilot Page – Tropical Theme
Figure 8 CommPilot Logo Pane for System Provider
Figure 9 ComPilot Logo Pane for a User with Client Applications Assigned.
Figure 10 CommPilot Logo Pane (Group Administrator Modifying a User’s Profile)
Figure 11 CommPilot Logo Pane (Regular User) – Client Launch Drop-down List
Figure 12 Navigation Pane (Left) and Content Pane (Right)
Figure 13 Buttons
Figure 14 BroadWorks Login Page
Figure 15 Password Change
Figure 16 Home Page and CommPilot Call Manager Page (User)
Figure 17 Quick Launch Icon in Task Bar
Figure 18 System – Identity/Device Profile Types
Figure 19 Sortable Column Headings
Figure 20 Links for Scrolling Through Lists
Figure 21 Departments – List Page that Contains Simple Search
Figure 22 Users – List Page that Contains Advanced Search
Figure 23 Users – List Page with Advanced Search Results
Figure 24 User – Push To Talk – Selecting Users Allowed to Call You
1Summary of Changes
This section describes the changes to this document for each release and document version.
1.1Changes for Release 21.0, Document Version 1
The following changes were made to this version of the document:
Changed references to the BroadWorks Application Server User Web Interface Administration Guide to BroadWorks User Web Interface Administration Guide as the document has been renamed.
1.2Changes for Release 20.0, Document Version 1
The following changes were made to this version of the document:
Updated document for Release 20.0.
1.3Changes for Release 19.0, Document Version 1
The following changes were made to this version of the document:
Updated sections2About This Guide,5.1Log In,5.7Navigate Lists, 5.8Search List Pages, and 5.9Move Items from One Column to Another.
1.4Changes for Release 18.0, Document Version 2
The following changes were made to this version of the document:
Replaced references to the Conferencing service with references to Meet-Me Conferencing service.
1.5Changes for Release 18.0, Document Version 1
The following changes were made to this version of the document:
Updated the list of supported web browsers in section 6Important Notes.
Updated the list of additional resources in section 2.1Additional Guides.
1.6Changes for Release 17.0, Document Version 1
The following changes were made to this version of the document:
Updated sections 5Getting Started and 6Important Notes with information about the internet browser versions compatible with the CommPilot Call Manager.
Updated figures throughout the document to match the user interface.
1.7Changes for Release 16.0, Document Version 1
The following changes were made to this document for Release 16.0:
Updated sections 3BroadWorks Overviewand 4.2Page Conventions for the Web-based/Web-Services-based Receptionist and Call Center Client Applications Functional Specification.
Updated figures throughout the document to match the interface.
1.8Changes for Release 15.0, Document Version 1
There were no changes to this document for Release 15.0.
1.9Changes for Releases 14.sp1 through 14.sp6, Document Version 3
The following changes were made to this document for Release 14.sp6:
Added new administration guides to section 2.1Additional Guides.
Removed information related to the Client Management System (CMS).
Updated Login and CommPilot Call Manager web pages.
Added new Summary of Changes section.
Note that there were no functional changes to this document for Releases 14.sp1
through 14.sp5.
2About This Guide
The BroadWorks Getting Started Web Interface Administration Guide is designed to introduce users to BroadWorks web interface. It lists the guidesthat have detailed information on administrative procedures for BroadWorks servers and includes procedures on starting the BroadWorks CommPilot web portal, logging in, changing your password, and so on. Navigation and customization tips are also provided. Many CommPilot pages offer the ability to perform searches. This Getting Started guide describes how to use the search functionality, including specifying search criteria and performing advanced searches. It also includes important notes on browser requirements and settings, and on integrating Microsoft Outlook with BroadWorks.
2.1Additional Guides
For Application Server procedures for system providers, service providers, enterprise administrators, group administrators, and department administrators see the following BroadWorks guides:
BroadWorks Application Server System Provider Web Interface Administration Guide
BroadWorks Application Server Service Provider Web Interface Administration Guide
BroadWorks Application Server Enterprise Web Interface Administration Guide
BroadWorks Application Server Group Web Interface Administration Guide
(Parts 1 and 2)
BroadWorks User Web Interface Administration Guide
BroadWorks Application Server Command Line Interface Administration Guide
BroadWorks CommPilot Call Manager and Attendant Console Administration Guide
BroadWorks CommPilot Call Manager and Attendant Console User Guide
For the Profile Server procedures, see the BroadWorks Profile Server Command Line Interface Administration Guide.
For the Execution Server procedures, see the BroadWorks Execution Server Command Line Interface Administration Guide.
For the Database Server procedures, see the BroadWorks Database Server Command Line Interface Administration Guide.
For the Xtended Services Platform (Xsp) procedures, see the Xtended Services Platform Command Line Interface Administration Guide.
For the Access Mediation Server procedures, see the Access Mediation Server Command Line Interface Administration Guide.
For the Service Control Function procedures, see the Service Control Function Command Line Interface Administration Guide.
To customize the CommPilot web portal, refer to the procedures in the BroadWorks Web Portal Customization and Localization Guide.
For Network Server procedures for administrators and enterprise administrators, see the following BroadWorks guides:
BroadWorks Network Server Web Interface Administration Guide
BroadWorks Network Server Enterprise Web Interface Administration Guide
BroadWorks Network Server Command Line Interface Administration Guide
For Media Server procedures, refer to the BroadWorks Media Server Command Line Interface Administration Guide.
For the Element Management System procedures, see the following BroadWorks guides:
BroadWorks Element Management System Command Line Interface Administration Guide
BroadWorks Element Management System Administration Guide
Other quick reference guides include the following:
BroadWorks Auto Attendant Quick Reference Guide
BroadWorks Auto Attendant Basic Quick Reference Guide
BroadWorks Auto Attendant Standard Quick Reference Guide
BroadWorks Login Functions Quick Reference Guide
BroadWorks CommPilot Call Manager Attendance Console Quick Reference Guide
BroadWorks Personal Voice Portal Quick Reference Guide
BroadWorks Group Voice Portal Quick Reference Guide
BroadWorks Special Calling Features Quick Reference Guide
BroadWorks System Monitoring Quick Reference Guide
BroadWorks Paging System Quick Reference Guide
BroadWorks Anywhere Quick Reference Guide
BroadWorks Meet-Me Conferencing Quick Reference Guide
3BroadWorks Overview
3.1BroadWorks Web Portals
BroadWorks provides flexibility in managing service configuration using web portals and user levels for the Application Server and Network Server. The web portals (called CommPilot portals) and service management permissions provide secure access to the information for each user type or role: system provider, service provider, Application Server enterprise administrator, Network Server enterprise administrator, group administrator, department administrator, and user. BroadWorks provides a different CommPilot web portal or interface for each user role.
The Application Server system provider uses the CommPilot web portal to establish system-wide settings, such as setting messages callers hear when they interact with BroadWorks services.
The Application Server service provider uses the service provider version of the CommPilot web portal to authorize specific services and resources for groups to use. Service providers only have access to groups for their service provider ID account.
The Application Server enterprise administrator is an employee of the system provider. Enterprises on the Application Server are used for multiple locations within the same company. An enterprise administrator on the Application Server uses the enterprise version of the CommPilot web portal to authorize specific services and resources for groups to use. Enterprises have access only to groups for their enterprise ID account.
The Network Server enterprise administrator uses the enterprise version of the CommPilot web portal to perform routing and network functions for one or more groups.
The Application Server group administrator is a company employee, such as an office manager or technology representative, who uses the group administrator version of the CommPilot web portal to provision services for users and manages group-related activities.
The Application Server department administrators use the department administrator version of the CommPilot web portal to perform a limited number of functions related to their department.
The Application Server end users use the user version of the CommPilot web portal to configure their services and use their CommPilot Call Manager service to control their calls.
3.2CommPilot Personal and CommPilot Call Manager
CommPilot Personal lets you configure and manage your call management services specifically for your needs. Most significantly, services such as call forwarding and call notification are simple and intuitive with CommPilot Personal. A significant service of CommPilot Personal is the CommPilot Call Manager, where you can control calls using functions such as hold, transfer, and conference through a familiar web page. The CommPilot Call Manager also keeps detailed call logs and has contact and dialing integration with Microsoft Outlook. The following is a figure showing a CommPilot Call Manager.
Figure 1 CommPilot Call Manager
4Manual and System Conventions
4.1Web Interface
The system provider can customize the look and feel of the CommPilot web portal or interface for customers. For example, the system providers can create and use custom headers, page titles, and menus on their BroadWorks pages, as well as add their logo and advertising banners to all group administration and end-user pages. Several examples of interface customization are shown:
Figure 2 CommPilot Interface Theme Options
Figure 3 CommPilot – Classic Theme
Figure 4 CommPilot– Desert Theme
Figure 5 CommPilot– Forest Theme
Figure 6 CommPilot Page – Ocean Theme
Figure 7 CommPilot Page – Tropical Theme
All CommPilot pages in the BroadWorks guides use the “Forest” theme. Therefore, the actual appearance of your pages may differ from this guide.
System providers determine the theme or skin for the entire system. Service providers, however, can overwrite this theme for their customers. If a service provider does not customize the interface, the theme and logo of the system provider is used. For more information about service provider responsibilities, see the BroadWorks Application Server Service Provider Web Interface Administration Guide.
4.2Page Conventions
All CommPilot web interface pages contain a logo pane, which displays the group or company logo, the user’s name (for example, Default Administrator, or Ruth Margolis), and the links that display on every page: Help, Home, and Logout.
In addition, when you log in as an administrator, the Role Location Path on the left of the logo pane identifies your role (for example, System), and your location in the system.
Figure 8 CommPilot Logo Pane for System Provider
In this example, the role location path identifies the current user role (System) and the current location of the system (top level).
If you log in as a regular user and have at least one client applicationassigned to you by you, the logo pane displays a Launch box on every page.
Figure 9 CommPilot Logo Pane for a User with Client Applications Assigned.
In this example, the user has at least one client application assigned and the logo pane displays the Launch box.
4.2.1Role Location Path
BroadSoft provides a cascading system of user types or roles, in which the top role (system provider) can perform any system function, followed by roles that in turn can perform a smaller number of functions of the preceding role: system provider, service provider/enterprise administrator, group administrator, department administrator, and, finally, user. One person can perform more than one role.
Figure 10 CommPilot Logo Pane (Group Administrator Modifying a User’s Profile)
In this example, the current user role is Group (group administrator), whose name is Ruth Margolis, and who is modifying the profile of the user whose ID is mariobueno.
NOTE: Use the role location path to identify your location in the CommPilot interface and to display different options and menu pages.
In this example, to display the options and Profile menu page for the group administrator, rather than the data for the user mariobueno, click Group in the role location path.
4.2.2Help, Home, and Logout Links
The Help, Home, and Logout links appear on every page.
The Help link displays the Help page associated with the current function or page. The Help page opens in its own browser window, separate from the BroadWorks application. To exit the Help page, click X in the upper right corner of the browser window.
The Home link displays the Home page associated with the role of the current user.
The Logout link displays the Logout page.
4.2.3Client Application Launch Box
If you have been assigned one or more client applications and you are logged in as a regular user (not as an administrator), a Launch box appears at the top-right corner of every page, allowing you to launch your client applications directly from the web portal.
Figure 11 CommPilot Logo Pane (Regular User) –Client Launch Drop-down List
Depending on your configuration, the Launch box may include links to the following client applications:
Call Manager/Attendant Console
Call Center Agent
Call Center Supervisor