An overview of essential functions

Status

October 2020. ProCall 7 Enterprise 

ProCall main window with your favorites

At the top: the "My presence" area for your settings

Here you can manage the settings for your presence and communication:

Search for contacts and numbers


You can use the Search function to search all connected contact databases (e.g. from Microsoft Outlook or CRM system) for a number or a contact or search term

With an intelligent search entry (search parameters separated by commas) even more complex search queries are possible.

Favorites

Set up your favorites, assign them to groups, and see their presence and availability:

  • By right-clicking on a contact, you can see detailed information about the contact and can immediately start or plan communication activities.
    The communication icons in Favorites show you which communication channel is currently available for this contact or whether call protection or call forwarding is configured, or an appointment is pending. 
  • By right-clicking on the group assignment you can change the view on Favorites, in order to sort or add contacts.

Journal 

Follow up on unprocessed or planned actions

The button  provides you with even more options.

  • Start ProCall Monitor 
  • Start journal browser
  • Settings
    Here you can configure your client
  • Inbox
  • Help
  • Info about ProCall
    Version info, information about the detected installation environment, license notes and an expert view for detailed information about creating log files and setting the debug level for error analysis).
  • End ProCall

Overview over your contacts – ProCall monitor

Overview of your contacts, sort by groups, see presence and availability and start communication actions.

How do I start the ProCall Monitor?

From the ProCall main window via the button.

Actions in the ProCall Monitor

In Actions in the menu, you can

  • Create a new group
  • Contact search
  • Exit/Close ProCall Monitor

Customize view

In View in the header bar, you can set the width and arrangement for displaying the contacts and title bars and determine where on your screen the ProCall Monitor should be displayed. For a better overview, you can define here whether unregistered contacts should appear in the display (Hide contacts).  You can make the display of the contacts clearer by Assigning the contacts to groups, for example, the Marketing or Sales group. Groups also define the pre-selection of participants in a GroupChat.  

Further setting options for viewing the ProCall Monitor are available in the ProCall Client main window via the button under Settings: General – View. Here you can set, for example, how detailed the display should be for each contact or display contacts with a colored background.

Extras 

Help

Under License Information you will find a list of the used licenses of open-source software.

Phone with ProCall – your extension is always under your control

Define a default line and specify settings for phone calls 

If you are using multiple lines, you can click on a line/extension/dialing extension to set it as the default. Each telephony action performed in ProCall Enterprise (e.g. call contact) is used for dialing.

With a right-click on the line/extension it is possible to make further settings:

  • Name the line e.g. mobile
  • Configure and set/remove call forwarding
  • Set/remove call protection
  • Remote office on/off
  • Call number suppression on/off

Telephoning – starting a call

  • Search contact or enter the number directly in the search line
  • Double click on a contact
  • Context menu (right-click) on the contact in the favorites with the phone number selection

Accept incoming calls – the communication window

When an incoming call is received, the ProCall communication window opens. Here information about the caller is displayed before you answer the call.

You can answer an incoming call simply by mouse click or by a hotkey (predefined keys such as F8 to answer call and F9 to hang up).

Further possibilities

  • Reject/end call
  • Hold call
  • Initiate consultation and e.g. initiate a telephone conference with several participants
  • Forward call
    • in conversation
    • before taking over the call
  • Show keypad for DTMF input of post dialing functions
  • Start call recording*

What information about the caller is displayed in the communication window depends on the configuration of the available data sources.
The display and available actions can be extended within CEBP (Communication Enabled Business Processes). 

Plan or prepare a call

With ProCall Enterprise you can schedule a call and track its status. Notes can be saved for each scheduled call and a reminder can be set up if desired. You can schedule a call by right-clicking on a contact in ProCall Enterprise and selecting "Schedule call".

Store call notes

Notes can be entered during and after a call. The data entered is automatically stored in the ProCall Enterprise journal folder and is therefore available for review at any time. Of course, this also applies to the users of the group journal and their notes entered.


Start TextChat or VideoChat or share your screen 

In a chat you can use the following communication options

  • TextChat
  • AudioChat
  • VideoChat
  • GroupChat
  • Give or request screen sharing

Which communication actions are available to you depends, among other things, on the ProCall version, technical equipment and permissions granted.

You can start a chat either via the context menu or the quick launch bar.

During the chat you can:

  • Share your screen (desktop sharing) and additionally allow control
    If you use multiple screens, you can define here which screen you want to share. 
  • Request view and control for your conversation partner's screen.
  • Share content (send files)
  • Use Emojis 
    image2020-4-3_15-18-5.png

TextChat

You can easily write messages to contacts in real-time and also use emojis/smileys and send files.

Example of a TextChat and content sharing in ProCall

Checkmarks behind your messages show the delivery status of your messages with time.

Audio/Video communication

After you have configured your devices for audio/video communication in ProCall, you can immediately establish an audio/video chat with another contact.

During the conversation, you can deactivate the A/V devices or end the call. You can see the duration of the connection  and the connection quality. 

Example of a VideoChat with TextChat and the possibility of screen sharing in ProCall

Screen sharing

You can share your own screen with the person you are talking to or request a screen share from them. 

In screen sharing, you can also "Allow control", so that your call partner can take control of your screen contents. 


If you use multiple screens, you can select which screen you want to share.

Federation

Not all presence information and communication actions are available for contacts who are connected to your company via federation, for example. 

Overview of your communication actions – journal and journal-browser

Journal

Your personal journal

Conversations are archived in a personal journal. For a better overview of all communication actions, various filters are available, which allow you to clearly arrange the displayed entries. For example, you can also store the notes that you have entered for a conversation.

You can define a time period for the entries displayed in the journal (for example, today, this week, this month) and group them by days or by contacts and rearrange or hide the available fields like date or type with a right mouse click.

Grouped by days

For example, the type field uses icons to show you whether you can communicate with your conversation partner by phone , AudioChat , VideoChat , TextChat or with screen sharing .
The arrows next to it   show the direction of the call. An exclamation mark is displayed if the connection could not be established.

Grouped by contacts

For a contact or group chat, the available photo is displayed. If no photo is available, the initials of a single contact are displayed. Unknown contacts or group chats for which no information is available can be recognized by a dummy picture, a group chat by the  symbol. 

You can identify the presence and availability of a contact by the color and orientation of the contact's border, for example, red and orientation to the upper left for Not Available

For each contact you can see which communication actions  you have had, the duration or type in brackets: (5 min), (Missed call) (the contents of the chat message e.g. "Hello, Nadine, thanks for the info").

Update display

With the F5 key or by right-clicking on a date you can update the display

Group journal

Teams can be administratively represented by so-called groups and the permission to view the group journal can be assigned. All authorized users of a group have access to the journal entries of the members of a group and can, for example, view colleagues' notes and therefore optimally prepare for a meeting. 

Journal of other contacts/favorites

If you have the appropriate permission, you can also view the journal of other contacts. The contact details of a favorite allow you to view their personal journal and thus their communication actions.


Where can I find the Journal?

In the ProCall main window in the Journal tab

Journal browser

An additional possibility to keep an overview of your communication actions and to apply further filter options can be found in the Journal Browser. Here you can use even more detailed options to view, print or export the individual communication actions, contacts, incoming and outgoing communication actions. 

Where can I find the Journal browser?

  • In ProCall Monitor under Tools
  • In the ProCall main window under 

Presence management with ProCall

In the ProCall main window at the top of the Me-area, you can manage your presence information.


 

Video on presence management with ProCall 7 Enterprise

Presence management – show and see if someone is available/accessible

The presence status can be set manually or is created according to defined rules and based on services, e.g. calendar entries, telephony service. The presence status is automatically determined from this. 

You can create so-called presence profiles for the display of the presence.

Set absence note

With the absence note, you can provide authorized users with detailed information about your presence status

Examples

  • Private appointment probably until 10.30 am
  • Sales meeting 
  • Afk: Away from keyboard

The basis for your presence display is always – depending on the system environment, authorizations and administrative configuration – e.g. entries in your calendar, current communication actions, presences you have activated, "do not disturb" settings. 

Permissions

The setting options for displaying presence may be predefined or restricted by administration and cannot be changed by individual users. 

Use ProCall on the move – the ProCall Mobile App

When you are not at your office workstation, you can use many of ProCall's functions on the move. With the ProCall Mobile App for Android and iOS.  
Here is an overview of what the ProCall Mobile App offers.


The availability of the functions depends, among other things, on the ProCall version, system environment and the permissions granted. Certain settings may be administratively predefined and cannot be changed by you.