ALICE Client – Employee User Guide

The ALICE Receptionist Client (ARC) application manages calls from the ALICE Directory. Employees not using the ALICE Client cannot receive video calls unless they are using a 3rd party softphone client that supports video.

To receive calls, the ALICE CLient must be running, and the employee must be configured to receive calls from the ALICE Directory. Once connected, the employee’s status setting will default to “Available,” allowing them to start receiving calls from the ALICE Directory. If the employee is set to an Unavailable status, they will not receive calls.

Receiving and Answering Calls

The Home tab contains the call functions of the ALICE Client. The top “Your Video” section displays the employee's video, and the bottom “Visitor Video” section displays the visitor's video from the ALICE Directory.

Answering a Call

When receiving a call, a tone will play, and a series of buttons at the bottom of the application will change color. The line buttons, which feature numbers, will flash red when an incoming call occurs. If the ALICE Client is not on an active call, an incoming call will be received on line 1. If the employee has Preview Mode turned on, they will also see the visitor's live streaming video in the "Visitor Video" section.

To answer the call, select the flashing line button. The line button will turn solid green to show that the call has been connected.

Placing a Visitor on Hold

If the employee needs to place the visitor on hold, they can do so by pressing the solid green line button on the call line they're currently on.

When the call is on hold, the line button will change to a solid yellow color, and the video and audio will be placed on hold for both users.

A call can be taken off hold by pressing the solid yellow line button again. The line button will return to green, followed by the video and audio for the visitor and the employee being restored.

Managing Multiple Calls

If additional calls are received from other ALICE Directories while the visitor is on the line, buttons 2, 3, 4, 5, and 6 will be used for any additional call lines. To answer the call, the employee should inform their current visitor that they will be put on hold. The employee can then select the flashing red line button to connect to the new call. The previous call will be placed on hold, and the line button will appear solid yellow. The employee can switch between the on-hold calls by selecting their respective line buttons.

Hanging Up a Call

Selecting the red hang-up button will end the call. Once the button is clicked, video and audio communication with the current line ends. Visitors can also hang-up a call on the ALICE Directory.

Rejecting a Call

If a call comes in from the ALICE Directories and the employee decides to reject it, they can do so by pressing the red hang-up button. When a call is denied, the visitor will be notified that the employee is unavailable and should contact another individual.

Maximum Call Time

If the ALICE Directory is configured to disconnect a line after a set time automatically, a call may end abruptly. The default setting is five minutes. This timer can be extended, reduced, or removed in the “Call TimeOut” field in the ALICE Configuration tool on the ALICE Kiosk PC. For more details, refer to the ALICE Directory's Communications tab.

View Lobby with Directory Watch

The Directory Watch feature can connect with and view an ALICE Directory's camera whenever the camera is not busy.

To use the Watch feature, click on the Directory List tab. A list of connected Directories will appear. The Directories on this tab can be managed on the Directories tab in the ALICE Client's settings.

When a Directory is shown as “Available," clicking the phone next to it will initiate a connection. If another user is already watching the Directory or the ALICE Directory is on an active call, a message will display saying the Watch feature is unavailable.

A preview of the lobby to be connected to will appear. To confirm the connection, click the flashing red line button to connect. The ALICE Client will display the lobby video in the "Visitor Video" window. This can be used as a way to view the lobby safely. When connected, the ALICE Directory will not indicate to the visitor that an employee is connected.

Select the green Call button directly above the Visitor Video window to connect a call to the ALICE Directory while watching. When selected, a video call will immediately begin with the visitor.

Home Menu Navigation Bar

The Home Menu Navigation bar appears at the top of the client and allows quick access to status features,video settings, and other navigation buttons. This navigation bar is disabled during calls. Once the call is complete, the menu can be accessed again.

Settings

Clicking the Settings button will launch the ALICE Client's Configuration window, allowing modifications to be made to the configuration settings of the ALICE Client.

Employee Status

The Status option lets the ALICE Client user change their current status and alter some call behavior.

Available – The employee is available and ready to receive calls (default setting).
Unavailable – The employee is unavailable and will not receive calls. If a visitor selects the employee's card, the receptionist avatar will inform them that the employee is unavailable and ask them to contact someone else from the system.
Forward – Any incoming calls will be immediately forwarded to the specified number in the ALICE Client's “Forward / FollowMe” field on the SIP tab in the ALICE Client's settings.
FollowMe – If a call isn't answered on the ALICE Client, the call will be forwarded to the specified number in the ALICE Client's “Forward / FollowMe” field. This field can be found on the SIP tab in the ALICE Client's settings.
- When the employee has “FollowMe” selected, their card will continue to show “Available” on the Directory.
Custom Statuses – Custom statuses created on the General tab in the ALICE Client's settings will appear on this list as well.

Video Call Settings

The Video drop-down menu allows the employee to change the camera settings for the ALICE Client.

Enable Local Video – When Local Video is enabled, a live video will be streamed to the visitor on the ALICE Directory once the employees answer the call. When disabled, the visitor will no longer see the employee.
Enable Preview Mode – When preview mode is enabled, the employee will be presented with a live video of the visitor in the lobby area before they answer the call.