go converse user guide

GO CONVERSE
USER GUIDE
Go Converse – User Guide
CONTENTS
Welcome to Go Converse .........................................................................................................3
Accessing Go Converse ..........................................................................................................3
Tray menu..................................................................................................................................3
Phone window ...........................................................................................................................4
Preview window ........................................................................................................................4
What do you want to know about? ...........................................................................................5
Making calls ..............................................................................................................................6
From a piece of paper .............................................................................................................6
Someone you’ve spoken to recently ........................................................................................6
From a web page ....................................................................................................................7
From another application .........................................................................................................7
From your own in-house developed application or database ...................................................9
Call Control .............................................................................................................................10
The Phone window method ...................................................................................................10
The Preview window method .................................................................................................11
The Presence window method...............................................................................................11
More call control ....................................................................................................................12
Address books and contacts .................................................................................................13
Storing contact details when on a call ....................................................................................14
Adding contact details from the Call History window ..............................................................14
Call History ..............................................................................................................................15
Presence ..................................................................................................................................16
Messaging ...............................................................................................................................18
Select Peer............................................................................................................................18
Message History ....................................................................................................................19
Configuration and Settings ....................................................................................................20
Telephony settings ................................................................................................................20
Interface settings ...................................................................................................................21
Dialing settings ......................................................................................................................22
Events settings ......................................................................................................................23
Integration settings ................................................................................................................24
Versions & Log settings .........................................................................................................25
Index ........................................................................................................................................26
Page 2 of 26
Go Converse – User Guide
WELCOME TO GO CONVERSE
Using Go Converse makes your Toshiba phone system easier and more convenient to use than
ever before; this guide will show you how.
Accessing Go Converse
Go Converse sits discreetly in the background most of the time, waiting to provide useful
information when it’s needed. When that time comes, Go Converse uses an interface that
doesn’t annoy you or interfere with your work; it all starts with the tray icon.
Right-click on the Go Converse tray icon, it’s a green circle (or red if you’re on a
call or yellow if a call is held) and the tray menu should appear.
Note for Windows 7 users –
Windows often hides tray icons automatically unless you tell it
otherwise. The settings that dictate what is or isn’t hidden are in Windows Control Panel ‘Notification Area
Icons’ and can also be found by clicking ‘Customize…’ in the Notification Area itself.
TRAY MENU
Recent menu: This lists recently
dialed numbers and you can click
them to redial.
Quick dial box: Enter a number in
this box and then press Enter to dial.
Availability menu: Setting your
status here tells other users if you
are available or not. This can be set
automatically if MS Outlook
integration is enabled.
Phone: Click to open the Phone
window.
Presence: Click to open the
Presence window.
Messages: Click to access the
message history.
Call History: Click to access the
call history.
Configuration: Options to configure
the interface, features and functions
of Go Converse can be found here.
Address Book: Click to open the
built-in address book.
Page 3 of 26
Go Converse – User Guide
PHONE WINDOW
Let’s start by having a look at the Phone window (pictured below). Click on the Phone option in
the tray menu or you can double-click on the tray icon instead.
Main menu: Click here to
display the main menu.
Contact information: The
name and telephone
number of the person on
the phone.
Call information: This
window tells you who made
the call, its direction and
duration.
Page left/right: If you have
more than one call in
progress, click these
buttons to switch between
them.
Actions: These buttons
enable you to control the
call and the selection
changes depending on the
call status.
If you are not on a call, you can type a number anywhere on this window to make a call. When
you are on a call, the window displays the information that Go Converse has about the person
you are speaking to and you can interact with the call using the Actions panel.
PREVIEW WINDOW
The Preview window appears when a call is made or received. It displays most of the
information seen on the Phone window but in a much more compact form. By default, it fades
away shortly after a call connects but you can make it reappear by moving your mouse cursor
over the tray icon.
The main parts of the window are:
Call status: The status of the call
e.g. ringing, connected or held.
Call control actions: These
buttons enable you to control the
call, the selection changes
depending on the call status.
Close button: Click this button to
close the window; closing the
window does not end the call.
Contact information: The
telephone number and name of
the other person on the phone.
The actions that are available at the bottom of the preview window change depending on the
call status; the ones shown in the picture are the actions that are available when a call is
connected and in progress.
Page 4 of 26
Go Converse – User Guide
What do you want to know about?
The remainder of this user guide is split into sections that cover particular aspects of Go
Converse. The choices below are arranged in a logical order based on the tray menu so skip
any that might not be relevant at this time:
Making calls
Call Control
Presence window
Messaging
Address books and contacts
Call History
Settings and configuration
What are the different ways you can make
calls? Which are best?
How do you control calls from your computer
desktop? What is the best way to work?
Letting colleagues know your availability and
seeing if they are free.
Chatting via the built-in instant messaging
client and reviewing previous conversations.
How to assign names to callers and how
best to use this information.
Taking a look at your call history and what
you can do with it.
How do you configure Go Converse to get
the most out of it?
Page 5 of 26
Go Converse – User Guide
MAKING CALLS
There are a number of ways to make calls in Go Converse so where do we start?
Perhaps the best approach is to look at the different ways that you
might get a number that you’re going to call, and then look at the
most appropriate way to call. For example, let’s say you’re browsing
the internet and decide to call a company after finding their phone number on their website. The
most natural thing to do would be to click on the number on their website; we call that internet
dialing and there’s more about this later.
Or suppose you are using your usual Customer Relationship
Management program and have the details of a contact to call on
screen. Now, you don’t have to dial the number by hand because
there is a much easier way.
So when you’re making calls, where have the numbers you’re calling come from? Let’s look
through some likely answers to that:
From a piece of paper
Lifting your handset and dialing the number on your telephone keypad is the traditional method
and that still works when Go Converse is running. However, now is the time to think about
storing the person’s details in Go Converse so that you can use a more efficient method next
time.
Right-clicking on the Go Converse tray icon and then entering the number in
the Quick dial text box at the top is the Go Converse equivalent of dialing by
hand. You can even use the backspace key if you make a mistake.
Or, if you have the Phone window open and active, just
start typing a number on your computer keyboard. Go
Converse will realize that you are dialing a number and
switch to the Make call screen. When you’ve finished
typing the number, press the Enter key to make the call.
Someone you’ve spoken to recently
If you’ve spoken to someone using the phone that Go
Converse is connected to, then the call should be in your
Call History. From the tray or main menus, click Call
History to see a list of your calls in reverse date order. If you
can see the caller listed, click on their number to call them
directly from this window.
Page 6 of 26
Go Converse – User Guide
On the other hand, if the person is amongst the last ten
people that you’ve spoken to, then they will be in your
Recent list; you can find it in the Go Converse tray
menu or from the main menu in the Phone window.
Note: these Recent numbers are stored on your PC, not on the server.
From a web page
Go Converse can be configured to search the web pages you visit in Internet Explorer for
telephone numbers to dial. Unfortunately, it won’t be able to find them all but Go Converse has
been optimized to understand phone directory-type
pages so it’s particularly good with those. When it sees
one, it converts the number into a hyperlink you just
need to click to call that number. To enable this feature,
go to the Configuration option in the main menu and
select Dialing settings. From there you can turn on Web page dialing by checking the box with
that label.
Certain web pages, such as online CRM applications, might use text boxes to display telephone
numbers. Go Converse can’t make these into hyperlinks so to be able to dial from this type of
web page you need to tell Go Converse to search for the textboxes. This can also be done from
the Configuration screen; you just need to follow a couple of simple steps:
1. On Go Converse’s Configuration screen, in the Dialing section, click the
Add button to start the Dialing wizard.
2. Select the ‘The application runs inside a web browser’ option, click Next and then
choose Text boxes. Click Next to continue.
3. Open your application and navigate to a page with a text box
containing a number you’d like to be able to dial e.g. the phone
number box on an edit details screen perhaps. Enter the
telephone number that is shown in your application’s text box
into the wizard’s Number to search for box.
4. Press the Detect button and then Go Converse will scan all
open web pages; when it finds the first instance of your number
it will let you know. Click Save, then the next time you refresh the page in your
application (and from then on), Go Converse will add a Dial button next to the text box
which you can click to dial the number.
From another application
Telephone numbers are routinely stored on computers these days, particularly in CRM
applications. The different methods of storing and presenting the numbers which are used by
Page 7 of 26
Go Converse – User Guide
the various applications has led to a variety of different dialing methods being employed in Go
Converse. The easiest to get to grips with is Clipboard dialing.
Clipboard dialing is enabled from the Dialing settings
page by ticking the appropriate check box. When on,
Go
Converse
monitors
your
Windows clipboard and if it sees
what it interprets as a valid phone
number, it displays a notification bubble that you can click to dial the
cut/copied telephone number.
On the Dialing settings page, you can help Go
Converse to identify valid numbers by entering a
minimum and maximum length that they can possibly
be. You can also enter a prefix that numbers must start
with.
If you regularly use a particular application to look up contact numbers and then dial manually,
there might be a quicker way to dial. It’s called Application dialing and Go Converse has to
detect and learn about your application to get it working. It will help if you can get your
application open at a page with a text box containing a number you’d like to dial and also get
your application and Go Converse side-by-side onscreen at this point.
On Go Converse’s Dialing settings page, click the Add button to open the Dialing wizard and
begin the detection process:
1. Select the ‘Any other type of standard Windows application’
option, then click Next.
2. On the next page, click and hold the left mouse button down on
the target crosshair next to the word “Detect” as in the
screenshot to the right.
3. Without releasing the mouse button, drag the mouse cursor
over the text box where a number is stored in your application.
4. Release the mouse button while the target crosshair is still over the
textbox. If the crosshair icon changes to a check then it is likely that Go
Converse can add dialing support to the text box.
5. Click the Next button and then click Close to end the wizard. Then click Save in the
main configuration page to store the settings.
Next, close and reopen your application to enable Go Converse to set things in motion. You will
see one of three possibilities depending on what type of application yours is:
Page 8 of 26
Go Converse – User Guide
1. A Dial button will appear to the right hand side of the text box
and this means that you have a ‘.Net application’. If this is
what happens, you can continue to add the other text boxes
you want to dial from in your application to Go Converse.
2. If a Dial button doesn’t appear initially, try hovering
your mouse cursor over the text box while making
sure that there is a valid telephone number in it too. If all has gone well, a Dial button
and a Hangup button will appear on the right hand side of the text box; this means that
your application is a ‘non-.Net application’.
3. If neither of the previous two options happen, then the text box probably isn’t supported;
you should consider using the Clipboard method instead. Before that though, doublecheck that you aren’t actually using a web-based application. If it turns out that you are,
have a look at the From a web page section.
Note: Full setup instructions for each standard supported app can be found in the Addin
Guides.
From your own in-house developed application or database
This section is unavoidably technical so feel free to skip it if you do not develop your own
application or database.
What kind of an application have you developed?
1. Web-based: Put “Anchors” <A> around any telephone numbers. The href should be
“Dial: 123” and replace 123 with your real number. If you want to put Dial buttons next to
your input textboxes or under buttons, then we suggest that you use the
window.OpenURL function and construct a string containing “dial: 123” as a parameter
(changing the number to the correct one obviously).
2. Non-web based: When you want to make an outbound phone call (ie by putting a Dial
button next to a text box) then do so by running or shelling the PhoneHelper.exe
program (found in the same directory as Go Converse) with a command line parameter
of “Dial(123)” (without the quotes).
Page 9 of 26
Go Converse – User Guide
CALL CONTROL
The Phone window method
You’ll have possibly seen the Phone window’s Make Call screen a few times by now when you
make or receive a call so let’s take a look at the Phone window’s features in detail:
Main menu: Click here to
display the main menu.
Contact information: The
name and telephone
number of the person on
the phone.
Page left/right: If you have
more than one call in
progress, click these
buttons to switch between
them.
Call information: This
window tells you who made
the call, its direction and
duration.
Actions: These buttons
enable you to control the
call. To transfer a call, click
Transfer, type the
extension and press Enter.
To speak to your colleague
first, click Consult instead.
The Phone window enables you to interact with a call in a number of ways.
The Answer and Hangup buttons do exactly what you would expect; they pick up or terminate
a call.
Clicking the Hold button will put a call on hold. If your telephone system configuration supports
it, the other person should hear some music. Click the Unhold button when you are ready to
talk to them again; the Unhold button only appears when a call is held. Please be aware that the
Hold button is NOT used when transferring calls, it is purely to pause a call i.e. mute the
handset; to transfer a call that is on hold, you first have to take the call off hold.
To transfer the current call to another extension or user, the call has to be connected (as
opposed to ringing or being on hold). When you are connected to a call, the Actions list looks
like the above example. Depending on exactly what you want to do, you can press either the
Consult or Transfer button; to speak to the other user/extension before actually transferring the
call click Consult or to just transfer the call immediately click Transfer.
A screen similar to the Make Call screen is displayed but with a
Consult or Transfer button at the top; your call isn’t on hold yet. Type
the number to consult or transfer to into the Number box and
click the Consult/Transfer button in the Actions panel to proceed.
If you are transferring the call, it will be put straight through so
don’t forget to let the other person know what is going to happen
and say goodbye first.
If you are consulting then the original call will be put on hold pending transfer and a second
call will be made to the number you typed in to the Number box. The Actions panel will update
to display a new set of buttons. Again, remember to tell the other person what is going to
happen.
Page 10 of 26
Go Converse – User Guide
Then, when ready, click the Cancel button to end your consultation call
and return to the original call; you can do so while it is ringing or is
connected.
Alternatively, click the Complete button to end your consultation call and
automatically transfer the original call to the colleague you were consulting.
The Preview window method
All of the call control functions can also be performed using the Preview window.
Call status: The status of the call
e.g. ringing, connected or held.
Call control actions: These
buttons enable you to control the
call. To transfer a call, click
Transfer, type the extension and
press Enter. To speak to your
colleague first, click Consult
instead.
Close button: Click this button to
close the window; closing the
window does not end the call.
Contact information: The
telephone number and name of
the other person on the phone.
If you click the Transfer or Consult buttons, the Phone window is opened for you to enter the
number to transfer the call to; the remainder of the process is the same as the Phone window
method.
When you have more than one call taking place e.g. when consulting a
colleague, you will see one preview window per call stacked on top of one
another. They fade out after a short while but moving your mouse cursor over
the Go Converse tray icon will redisplay them.
Again, click Cancel to end your consultation call and return to the original call. Be
extra careful to make sure you click Cancel on the correct preview window; clicking
the original call’s Cancel button will end the original call.
As with the Phone window, click the Complete button on the consultation call’s preview
window to transfer the original call to the colleague you were consulting.
The Presence window method
Transferring calls and consulting colleagues can also be achieved
through the Presence window.
Identify the user or extension you want to transfer a call to and
then select the Consult or Transfer option in the context menu as
appropriate; right-click on an extension to see the menu.
Use the Cancel and Complete buttons on either the Phone or
Preview windows to abort or confirm the transfer when necessary;
see the Phone and Preview window methods above for more
details.
Page 11 of 26
Go Converse – User Guide
More call control
So far we’ve looked at what you can do with a connected call, but what about other calls?
When a call is ringing but you are perhaps too busy to answer it, you can transfer it
to another extension without answering it first; we call this deflecting a call and it’s
done in a very similar way to transferring calls.
While an incoming call is ringing, you can click the Deflect button instead of the Answer button.
Then just enter the number of the user to deflect the call to into the Number box and click the
Deflect button again. If you are already on the phone and receive another call you cannot
accept, you can productively deflect the call to a less busy colleague who can help or inform the
caller that you are busy.
You can use Send Digits to enter further digits during a phone call, when using an automated
phone system for example. Clicking the Send Digits button changes the Actions panel to an
alternate view of a numeric keypad like you’d find on a conventional phone. You just click the
numbers as you need them and then click the Actions button to switch back when you’re done.
Digits: Click these buttons to
enter digits as required.
Hangup: Use this button to end
the call.
Actions: Use this button to
switch back to the standard
Actions panel.
Page 12 of 26
Go Converse – User Guide
ADDRESS BOOKS AND CONTACTS
Go Converse’s built-in Address Book is a resource shared by all of the
software users so when a contact is added or edited, that data is
available to everyone. Access to it is achieved through the main or tray
menus; just click on the Address Book option in either menu. There
will probably be some entries in there already unless you are the first
person in your organization to use it; leave the Search box blank and
click the Go button at the top to see if there are any entries in there
already.
If you get some results, we’ll take a look at that page shortly. First,
we’re going to add a new contact.
Click the New Contact button near the top of the window, just under
the Go Button to open a blank Contact window. Type the contact’s
name, company and phone number(s) in the relevant boxes plus any
other relevant information there is a box for. When you run a search,
all of the boxes on the Contact window (including the Notes box) are
searched through so more information equals more effective
searching. You can click the buttons at the end of some of this
window’s text boxes to: call the number within, open Google Maps at that postcode, open the
listed website or send an email to that email address.
There are different types of contact that can be selected from by using the Type box at the top
of the page. The different contact types record a slightly different selection of information so pick
the one that best represents the contact entry being created.
When you’ve finished entering the information, click the Save button to store it. While you are
viewing a contact record, you can click the Delete button to delete the record from the Address
Book. Clicking Cancel will close the contact record discarding any changes you’ve made.
To search for your new entry, back on the main
Address Book window, type your search criteria
into the Search box. Click Go and after a few
moments the results will be displayed. Then,
you can click on a name to view or edit that
contact’s record, click on a number to make a
call or click an email address to send an email.
If you get too many results back, you can use
the Advanced section to refine your search
criteria; click the
button to expand the
Advanced section if you can’t see it.
Page 13 of 26
Go Converse – User Guide
When you search using the original Search box, just names and telephone numbers are
searched through. Using the Advanced section means that you can filter by the address fields
such as town or postal code (Where) or the other fields (What). If you pick an option from the
Source dropdown box, the search will be restricted to that specific source e.g. the built-in
Address Book or a particular CRM application.
Once your criteria have been entered, click the Go button and, following a brief delay, the
results will be displayed. Unless you selected a specific source, results from all of your
integrated CRM apps will be displayed on the same screen grouped by the app they were found
in. From here you can click on the telephone number of a contact to dial them or click on their
name to edit or view their contact details. If a contact appears in two different groups i.e. they
have records in two separate apps, click on the name in the group belonging to the app you
want to open.
If you have enabled the Google integration in Go Converse, you can search through Google’s
reference data right inside the Address Book and access the search results just as easily as any
other integrated application.
Storing contact details when on a call
When Go Converse doesn’t already know who the
person you’re speaking to is, it will show the location
instead based on the country and area codes.
Obviously, this is really helpful but the best thing to do is
to help yourself and add the caller to the Address Book
for future reference.
To do this, you just need to click the New contact button on the right hand side of the screen
and then enter the caller’s details.
You’ll also find a New contact button on the Preview window which does
exactly the same thing.
Adding contact details from the Call History window
You can add a contact’s name and other details once the call has ended just as easily as any
other time. To do so, open your Call History and click on the appropriate call where the name
would normally appear; it will be a location name in
brackets instead of the caller’s name. When you do
this, a blank Contact window will appear for you to
enter the caller’s details as before.
Page 14 of 26
Go Converse – User Guide
CALL HISTORY
If you need to find the number for someone you’ve spoken to recently, then the Call History is a
great way to go about it. It is accessed by clicking the Call History item on the main menu or
from the tray menu icon. It isn’t just there for reference though as you can dial someone from
within by clicking on their telephone number and you can access their contact record by clicking
on their name (as seen in the Address Book section). Storing the names, numbers and other
details of the people you speak to is a good habit to pick up, especially if you’re likely to speak
to them again.
The Call History screen displays the fifty most recent calls, then the next fifty can be accessed
by pressing the  button in the bottom right of the window and so on.
The calls are arranged into groups for the day they occurred and you can hide and show the
calls from individual days by pressing the  and  buttons to the left of the date.
Expand/collapse: Click
these to show or hide the
calls made on any given
day.
Telephone number: Click a
number to make a call.
Caller’s name: Click the
caller’s name or location to
show or create their contact
record.
Page: Use the arrow
buttons or type the page
number you want to view
into the box.
Page 15 of 26
Go Converse – User Guide
PRESENCE
The Presence window offers a quick way to check your colleagues’ availability. You can access
the Presence window from the main or tray menus. When Go Converse is first installed and
unless your administrator has chosen a different arrangement, the Presence window should
contain a list of all the extensions.
Your status: Type your out-ofoffice message here.
Availability indicators:
Solid Green = no call in progress
Flashing Red = call ringing
Solid Red = call already in
progress
Flashing Yellow = call on hold
Solid Grey = offline
Context menu: Right-click on an
extension to see the actions you
can carry out for it.
Call information: Information
about the current call if there is
one.
List display options: Use the
options in this menu to control
what is displayed and how.
Search/Dial box: Type the
name or number of the
user/extension you need into
this box to filter which are
shown as you type. Then,
either:
 use the arrow keys on your
keyboard to move up and down
and press Enter to dial the
highlighted user
 double-click a user to dial
them
 right-click a user to open the
Right-clicking on an entry in the Presence window will open the context menu for that user or
extension. If you are not already on a call, the menu will contain the Make call item. Clicking
this action will dial the extension directly.
If you had been on a call, then Consult and Transfer would have been seen in place of Make
call. Go Converse does this because, if you are already on a call, it expects that you are clicking
on the extension with the intention of transferring your current call to it.
When an extension has an incoming call ringing, you’ll see that its icon is flashing red. You can
right-click on the flashing extension and click the Pickup option to answer the call yourself.
You’ll also see other colors on the Presence list:
Solid red means that the extension is engaged on a call.
Flashing yellow means that there is a call on hold at the extension.
Solid grey means that the extension is offline.
If you want to change your Presence window to include only the contacts you
need, then you can do this by clicking the
button. You can select to view
extensions, users or a customized view.
The Users list is for hotdesk oriented sites where the staff moves around so the
list is oriented towards who is available and where they are rather than which
extension is available. In Users mode, the users are shown as colored “chess
pawns” instead of the circles used for extensions.
Page 16 of 26
Go Converse – User Guide
The Customised view lets you add and remove individual extensions or users to your
Presence window from a searchable list. When you select this view, you are
presented with a blank list and two new buttons; Add and Remove.
Clicking the Add button will open the Select Peer window where you can select who or what to
add.
Type: Select the type of
peer to look for from these
categories: all, extension,
all devices or user.
Peer results: The peer
search
results
are
displayed here. Select the
peer to add and click OK;
hold down the Control key
and click each required
peer in turn to select more
than one simultaneously.
Search button: Click this to
start searching or to update
the peer list if the search
text is changed.
Search text: Type the text
to filter the search results
by. Leave this blank to
show every peer of the
selected type.
Back on the Presence window, to delete a peer from your customized view, select their entry in
the list and click the Remove button
From the Presence window, you can also right-click on a user or extension and select the Call
History option to see their Call History. You need to have a security policy with sufficient rights
to do so but you can use their Call History as easily as your own with all the functionality intact.
Clicking the Send Message option on the context menu will
open the integrated chat window. Then you can send instant
messages directly to that user or extension.
You can also send messages to more than one user/extension at
once by adding their name/number to the To box; each recipient
needs to be separated by a semi-colon e.g. Greg; Bob; 202.
Rich text (bold, italic and underlined) and hyperlinks are
supported in the chat window.
Full information on messaging can be found in the Messaging
chapter.
Page 17 of 26
Go Converse – User Guide
MESSAGING
Sometimes, calling a colleague isn’t an option but you really need to get in touch with them,
perhaps they are on an important call so you don’t want to interrupt but have important relevant
information. That’s where Messaging steps in to help out. You can use the integrated chat
window to communicate with them without tying up their line or having to interrupt a connected
call.
To start a conversation, open the Presence window, then right-click on the extension or user
you want to send a message to and click the Send Message option on the pop up context
menu.
To box: Names/numbers
of the message recipients
are typed here or you can
use the button at the end
of the box to add them
(see Select Peer). Multiple
recipients should be
separated with semicolons (;).
Text input: Type your text
here and press Enter to
send your message.
Hyperlinks can be typed or
pasted and are formatted
automatically.
Conversation: All of the
previous messages in the
conversation are displayed
here in chronological order.
Just click on any hyperlinks
to follow them.
Select peer: Click here to
add recipients from a list of
extensions and users.
Rich text: Select the input
text to modify then select
an option from this pop up
menu to apply an effect or
select an option and then
type.
We probably don’t need to tell you much more about using the chat window, chances are that
you’ve used one before and they are all quite similar really.
Select Peer
If you click the button at the end of the To box to add recipients, you’ll see the Select Peer
screen. It lists the different users, extensions and supported devices connected to the telephony
system.
Type: Select which type of
peer to display from All,
Extension, All devices or
User.
Peer results: The peers
that have been found are
displayed here. Select the
peer to add and click OK;
multiple peers can be
added simultaneously by
holding down the Control
key and clicking each peer
in turn, then clicking OK.
Search button: If you
change the search text,
click the Search button to
update the list.
Search text: Enter the text
to filter the search results
by. To show every peer of
the selected type just leave
this box blank.
Page 18 of 26
Go Converse – User Guide
When you have added a recipient, if their name or number appears in the To box
with a line under it, the chat window has recognized it and your messages will be
sent to this user or extension. If a name/number has a line through it, the chat
window cannot deliver messages to it.
Message History
When you need to refer back to conversations you’ve had in the past, you can view the
Message History by clicking the Messages option on the main or tray menu. It’s similar to the
Call History except you can go back to the conversation and read every word.
New message: Click here
to open a new chat window;
you’ll need to add all
recipients manually though.
Delete message: Click on
the message to be deleted
and then click this button.
This cannot be undone so
use with caution.
Expand/collapse: Click
these to show/hide the
messages sent on any
given day.
Conversations: Click on a
conversation to display it in
a new chat window. You
can continue a
conversation once it’s been
reopened.
Search text: Enter the text
to search for within the
messages. Leave this blank
to show every message.
List display options: Use
the options in this menu to
control what is displayed
and how.
Search button: Click this to
update the message list
below when you change the
search text.
Page: Use the arrow
buttons or type the page
number you want to view
into the box.
Page 19 of 26
Go Converse – User Guide
CONFIGURATION AND SETTINGS
The Configuration menu is where you can alter the way Go Converse works and looks. Rightclick on the tray menu icon to open Go Converse’s tray menu and then click the Configuration
option. The groups running down the left-hand side contain collections of settings that relate to a
particular aspect of Go Converse. The large panel on the right is where the settings are
displayed and modified. Let’s take a quick look at the general layout so you know your way
around.
General group: This group
of settings affects how Go
Converse works and looks.
Integration group: This
group of settings is where
your CRM applications are
integrated with Go
Converse.
About group: The details
in this section are quite
“techie” so you probably
won’t need them very often.
Settings main panel: The
settings for each category
are displayed here when
you click on a category in
one of the groups opposite.
Save/Cancel: Click Save to
store any changes you’ve
made or Cancel to discard
any changes.
Let’s take a look at each category up close individually.
Telephony settings
When you first install Go Converse, it takes you
through an installation phase where you need to tell it
your telephony server’s address and your extension
number. When it does this, it presents the Telephony
settings page of the Configuration window, so you may
have seen these before. You’re not that likely to
change these settings, but you might as well know
what they do.
The first option, Server, contains the details of your
telephony server; this will be its IP address or
identifying name on the network. The Extension option
contains the local user’s extension number.
The next choice is the Login mode. This allows Go
Converse to support a number of different operations.
Most users log in to their Windows PC with a name (or username) that is the same, or similar, to
their own name. Or in other words, they log in as a name that uniquely identifies them. Go
Converse can take advantage of this to associate this user name with the extension that the
user is logging in as. This behavior, of associating the user and the extension number, gives Go
Converse some powerful functionality such as “hotdesking” where others can reach you by
Page 20 of 26
Go Converse – User Guide
name, even if you temporarily use another PC. If this sounds like your setup, select the
Windows login option.
If you like the hotdesking functionality, but don’t use unique usernames (i.e. you log into your
PC as something generic like “user” or “technician”) then you can still use hotdesking by
selecting the Specified username and password option and manually declaring your
Username and Password in the appropriate textboxes. Your administrator will have to create a
user on the telephony server for you first.
If you want to be completely anonymous as a user on your network, then you can select the Do
not login option and not log in. Be careful if you use this, though, because there are some
features in the software that require a logged in user to work.
The “method of use” section is useful when several people share the same PC. Read the two
choices and select which one best fits your mode of working.
Interface settings
The Interface page allows you to change settings
relating to the look and feel of the software, including
actions that happen when calls take place.
To have the software start automatically when you log
on to Windows, put a tick in the tickbox labelled
Application load: Start automatically with Windows.
The setting will take effect next time you log on to
Windows.
Language packs are available for the software to
change the language of the user interface. By default,
the software will attempt to automatically select the
language to use based on the language setting of your
operating system. However, you can change the
language used by selecting from the Language dropdown list. If your language is not in the list,
contact your reseller to find out when it will be available. Any changes you make to the language
will take effect next time you start the software.
By default, many of the software’s windows have a “skin” to make them look nice. Your reseller
may have added their custom branding to the skin too. If you find that you don’t like the
“skinned” windows, perhaps for accessibility reasons, you can turn them off by selecting “No
skin” from the Main window dropdown. The next time you load the software, the windows will
all be standard Windows-style windows using the theme from your operating system.
The next section on the Interface page allows you to choose a sound to have your computer
play when your phone is ringing, when you have a call waiting and when a message is received.
This can help you to uniquely identify that it is your phone that is ringing and not a colleague’s or
that it is you that has received a message. Click the Browse (…) buttons to select each sound
and then you can use the Play () buttons to preview the sounds you select. You can also tick
Page 21 of 26
Go Converse – User Guide
the Mute speaker when call in progress box to have your computer’s sound automatically
muted whenever a call is in progress, which is useful if you listen to music or Internet radio while
you work, giving you a more professional appearance.
The last section of the Interface page has buttons you can press to quickly and securely clear
your Contact history, recent numbers (as shown in the Recent list), and which Hints the
software has shown you (clearing hint history allows the software to show you the hints again –
great for new starters or replacement staff).
Dialing settings
This page allows you to turn dialing on and off from all
the different types of application that the software
supports by ticking (or unticking) the appropriate tick
boxes. As a review, the different methods of clipboard
dialing are:

Clipboard dialing - where you copy a
telephone number to the clipboard and the
software detects it.

Web page dialing - where the software
automatically scans web pages in Internet
Explorer and converts anything that looks like a
telephone number into a clickable hyperlink and
adds new buttons next to telephone number
fields that you have told it about.

Application dialing - where the software adds new Dial buttons to applications that you
have told it about.

TAPI dialing - where any application that supports Microsoft TAPI can dial through Go
Converse.
The table in the centre of the page lists the applications or webpages that you have told the
software you want to dial from. Click Add to launch the Dialing wizard that helps you to add a
new application to the table; we covered it earlier in the From another application section of the
guide.
You can use the Edit button to maintain each app’s settings
as required, just select the app you want to attend to and
then click the Edit button. We can’t cover the possible
values you might encounter here as there are simply too
many for us to even know half so we recommend not
fiddling with the values unless you know what they mean.
To delete an app from the table, select it and click the Remove button.
Page 22 of 26
Go Converse – User Guide
If you’ve been using Go Converse for a while, you’ll probably have set up some applications that
you dial from. Supposing your PC breaks, what then? You can use the Export button to save
the dialing settings of all the applications and webpages that you have set up in a single file
named “dial.settings”. If you do this every time you add a new app and then store the file
somewhere other than on your PC (like a USB memory stick or by emailing the file to yourself),
you can load the dialing settings onto your new computer quickly and easily. To do so, you just
click the Import button, select the “dial.settings” file and click Open. You can also share settings
with your colleagues this way so setting up new extensions is less of a chore.
The last section on this page allows you to define what telephone numbers look like, to help the
software more accurately determine whether a string of numbers it sees in a webpage or on the
clipboard is really a telephone number or not. You can tell the software the minimum and
maximum length of telephone numbers (anything outside the range will be disregarded as not a
real telephone number), and you can also specify that telephone numbers must begin with a
certain string of characters.
Events settings
You can make the software either show the Phone
window or pop the contact when certain events
happen. Just select the relevant action from the
relevant dropdown list: On ringing, On answer, or On
outbound.
Even though the Preview window has been designed to
be as unobtrusive as possible, you can still turn it on or
off for all calls by default by ticking or clearing the
Show preview for call notification box.
Similarly, you can turn the message preview on or off
by ticking or clearing the Show preview for message
notification box.
The software can also be configured to run one or more
external programs when selected events occur. To configure this, press the Add button and
configure the following information:
The Event list is used to select the event on which to run the program.
The Program box allows you to select which executable to run. This box should be left blank to
load an internet browser.
The Parameters box allows you to either choose the “command line arguments” for the
program, or in the case of a browser, the URL to load. When using a URL, make sure that you
include the URI scheme (ie HTTP://). Then you can include in the Parameters any number of
values from the call. For instance, to output the caller’s telephone number you can include
%Call\CallerContact\Tel%. To use the telephone number of the remote party (as opposed to the
Page 23 of 26
Go Converse – User Guide
caller, who may be the local user), you can use the syntax %Call\Contact\Tel%, or you can use
%Call\Contact\DisplayTel% to get the formatted number.
Finally, to help testing, you can use the word “Message Box” in the Program entry, if you want
to show a message box with the translated Parameter output.
For full information on setting up custom events, please read through the Custom Events
technical guide.
To modify an event’s settings after initial setup, select the event and click Edit. Modify the
settings as required and then click OK to save your changes.
To delete an event, select it and click the Remove button. This can only be undone if your
custom events settings have been saved previously.
To save your events’ settings, click the Export button and select a location to store the
“event.settings” file. This file contains the settings for all of your custom events so you don’t
need to do it for each event individually. We recommend keeping a copy of the file locally on
your PC but, if possible, keep another copy somewhere other than your PC (like a USB memory
stick or by emailing it to yourself).
To load your saved events settings, click Import and select the “event.settings” file, then click
Open.
Integration settings
The Integration pages allow you to see
and modify the applications (and/or
databases – we’ll just use “app” from
now on) that you have set up integration
with. Integration means the following
things occur:

the app will be searched to
convert telephone numbers into
names when calls happen

the app will be searchable
manually from Go Converse’s
Address Book window

contacts that are found in the app
can be “popped” i.e. their contact
record can be opened
To integrate an app, click the (Add new) item in the Integration group, select the type of app
from the dropdown list e.g. MS Outlook, Sage 50 Accounts etc., and click Set (the first time you
enter this screen you may have to wait a few seconds as the software scans to find out what
Page 24 of 26
Go Converse – User Guide
integrations are available). The main panel will update to display a collection of data that is
required from you about the app e.g. username, password etc. Full details and integration setup
instructions for each supported application can be found in the relevant Addin Guide.
To modify an existing app that you have set up, click its name in the Integration group; the main
panel will update to show you that app’s details. You can also click an app’s name and then
click Delete if you no longer want integration to that app.
For apps like Outlook, the software attempts to find and use default settings that will “just work”
for you, so you won’t need to do anything more. For more complicated apps, the software will do
as much as it can for you, but you may need to help it by entering your password, or telling it
where the database files are, etc.
The Integration test area allows you to test the settings you have entered by typing a
telephone number and seeing if the software can find it. If the number is found, you can click the
Show contact button to make sure that “popping” works too.
When you are done, click Save. The new integration will be available immediately. If the
integration does not appear to be working immediately, restart the app and Go Converse;
sometimes the integration functionality can only be enabled during the app’s loading phase.
Versions & Log settings
The chances are you will never need to look at these pages but it is
best you know what they are for, just in case.
Most software these days consists of several small programs and
libraries that form a whole and Go Converse is no different. The
Versions page lists the version used for each component part that
makes up Go Converse. This information can be used to track down
any rogue element that perhaps hasn’t updated correctly or to
provide clues to a problem’s cause. Should something like that
happen you could click the Copy to clipboard button and then
paste the info straight into a document or email.
The Log page performs a similar function in that it displays
information that is useful in the event of a problem.
The Devices list shows the devices that are being used; this could
include hardware and any apps that you have integrated with Go
Converse.
The panel below shows the Log entries. By default, logging is turned
off but you can turn it on by ticking the Turn on logging tick box.
Once enabled, the log keeps a record of what Go Converse
attempts to do and whether it was successful or not. This information can be very useful when
troubleshooting an issue; click the Copy to clipboard button and paste the info into a
document.
Page 25 of 26
Go Converse – User Guide
INDEX
Address Book ...................................................... 13
Add new contact ................................................ 13
Advanced searching .......................................... 13
Delete contact ................................................... 13
Searching.......................................................... 13
Application dialing .................................................8
Setting up ............................................................8
Using ..................................................................9
Auto start with Windows...................................... 21
Call actions ...................................................... 4, 10
Call control................................................. 4, 10, 11
Call History .......................................................... 15
Add new contact ................................................ 14
Call information ............................................... 4, 10
Clearing cached histories .................................... 22
Clipboard dialing ...................................................8
Contact information ......................................... 4, 10
Contacts............................................................... 13
Add new contact ................................................ 13
Advanced searching .......................................... 13
Delete contact ................................................... 13
Searching.......................................................... 13
Custom events
Add new event................................................... 23
Delete an event ................................................. 24
Edit event .......................................................... 24
Export events settings........................................ 24
Import events settings ........................................ 24
Deflect .................................................................. 12
Detect (application)................................................8
Detect (web) ...........................................................7
Device mode ........................................................ 21
Devices ................................................................ 25
Hotdesking..................................................... 16, 20
Integration
Add new app ..................................................... 24
Delete app......................................................... 25
Edit app............................................................. 25
Integration test area ........................................... 25
Language ............................................................. 21
Logging ................................................................ 25
Login mode .......................................................... 20
Make call screen ....................................................6
Making calls ...........................................................6
From a piece of paper ..........................................6
From a web page.................................................7
From another application .....................................7
From your own in-house developed applications ...9
Someone you spoke to recently ...........................6
Messaging ........................................................... 18
Adding recipients .............................................. 18
Message History ............................................... 19
Sending a message........................................... 18
New contact
Phone window .................................................. 14
Preview window ................................................ 14
Page left/right .................................................. 4, 10
Phone window ....................................................... 4
Consult ............................................................. 10
Hangup............................................................. 10
Hold/Unhold ...................................................... 10
Transfer ............................................................ 10
Presence window ................................................ 16
Call History ....................................................... 17
Consult ....................................................... 11, 16
Make call .......................................................... 16
Pickup .............................................................. 16
Send Message .................................................. 17
Transfer ...................................................... 11, 16
Preview window
Consult ............................................................. 11
Transfer ............................................................ 11
Preview window .................................................... 4
Quick dial box.................................................... 3, 6
Recent ................................................................... 7
Send Digits .......................................................... 12
Settings
About group ...................................................... 20
Dialing settings.................................................. 22
Events settings.................................................. 23
General group ................................................... 20
Integration group ............................................... 20
Integration settings ............................................ 24
Interface settings............................................... 21
Log settings ...................................................... 25
Main panel ........................................................ 20
Save/Cancel buttons ......................................... 20
Telephony settings ............................................ 20
Versions settings............................................... 25
Skins.................................................................... 21
Sounds ................................................................ 21
Telephony server................................................. 20
Tray icon................................................................ 3
Tray menu.............................................................. 3
Web page dialing
Setting up hyperlink dialing .................................. 7
Setting up textbox dialing..................................... 7
Using hyperlink dialing......................................... 7
Page 26 of 26