CERNphone mobile User Guide

What follows below is a summary of how to use CERNphone mobile, for basic and advanced functionality.

Info

Instructions on how to install and configure CERNphone mobile are found here. Note that it is not sufficient to just install the app from the App stores and flash the QR code, there are a number of additional and mandatory configuration steps that are required for CERNphone to work correctly, in particular for Android devices. Please follow all steps in the installation instructions before proceeding.

Basic functionality

Issuing a call

There are 3 ways to make a call:

1. Using the dial pad : Enter the number and press Call

2. Using the CERNphone address book : Open the address book and search for a person by name in the search field.

   

   Then click on the name and select the number to call.

3. Using the Call History : To call back a person that recently called, open the call history and select the number to call. The call will be initated immediately.

To call a CERN fixed or mobile number, enter the complete number (+41 22 767/6 xxxx, +41 75 411 xxxx) or use the short numbering (7xxxx/6xxxx/16xxxx).

Issuing a call to external numbers

To call an external number, two options are available:

• Call the external number directly if you have specific access rights on your landline. You can check your call rights on HRT, column Access Rights, with the following possible values:

  • CERN numbers only: CERN fixed and mobile numbers; but with CERNphone, local area calls are also authorised.
  • Local: In addition to CERN numbers, also numbers in the local area (prefixes +33450, +4122, +4121). For all CERNphone numbers, this access right is granted by default.
  • Worldwide: International call rights.
  • To obtain Worldwide call rights please complete this EDH request form in agreement with your management. Select Fixed telephone line modification and provide your number. Please note that external calls must be of strictly professional nature.

• Call the external number via the Automatic Switchboard System : 79999.

  • Dial 79999 and follow the instructions. Your call will be transferred providing you have a valid budget code associated to your CERN ID. This number is available for users occasionally calling outside CERN for professional or personal purposes.
  • When dialling the destination number, please use 00 instead of + for the international prefix (e.g. 0049XXX.. instead of +49XXX..).
  • Paid members of the personnel holding a contract of three months or more can also use the 79999 to make occasional private calls (the expenses can be deducted from their monthly salary).
  • The use of this service is governed by the Operational Circular Nº5 (OC5).

External number formats:

• For Switzerland: Enter the number with or without Swiss international prefix (e.g. 079 xxx xxxx or +41 79 xxx xxxx).

• For all other countries: Enter the complete number with the international prefix (e.g. +33 6 xxxx xxxx)

• Note: When using the 79999 Automatic Switchboard System, please use 00 instead of + for dialling the destination number in international format.

Receiving a call

When you receive a notification of an incoming call, press ANSWER to accept or HANGUP to reject the call.

CERNphone will show the names of callers having their personal number unambigously defined in the CERN phone book (single phone book entry for the calling number).

To finish the call, press

Use of DTMF tones (Voice Frequency) for menu navigation (press 1,2...)

DTMF signals are traditionally used by automated telephony services to take your input (“Press 1 to be connected to the support service” or “dial your meeting number followed by the # key”).

You can send DTMF commands (touch-tone beep tones) during a call by selecting the dial pad (on the lower left) and typing the sequence. You can also instruct to send these commands when dialling, by using the comma (,) sign as a pause separator. Example: dialling +412345,1234,5678# will call the number +412345, then pause, then send 1234 as DTMF commands, pause again, then send 5678#.

Using the address book

The address book tab shows the contents of your mobile phone's address book. Please also consult the paragraph below regarding how to make calls to numbers in the CERN phonebook.

You can easily add a new contact either by opening your address book app or also from within CERNphone:

• Go to the address book and click on then enter the contact information and press Save button.

Launching calls to numbers in the CERN phonebook

Note that you will be able to access CERN phonebook ~15min after installation (or reinstallation) of the mobile application.

• The Android client (from version 5.1.X on) and the iOS client (from version 4.6.X on) support searching for names and phone numbers as they appear in the CERN address book.

  • Click on the address book tab :

  

  • Then search for a person or a service in the search field:

  /

If you search for a number, use the following dialling formats:

- 7xxxx/6xxxx for fixed numbers

- 75411xxxx or +4175411xxxx for CERN mobile numbers

Advanced functionality

Put a call on hold

To put a call on hold, press the HOLD button. Your call partner will hear music until you re-activate the call by pressing again the hold button. You can see the call(s) put on hold at the bottom of the screen:

Transfer an ongoing call (blind/immediate transfer)

To immediately transfer an ongoing call ("blind transfer"), go to Call settings , press , enter the number to which you want to transfer the call and press .

Please note that you need appropriate external call rights for transferring calls to external numbers. Also, blind transfers from external to external numbers, and from CERN mobile to external numbers, are generally not authorised. For this, you need to perform an attended transfer.

Transfer an ongoing call (attended transfer)

CERNphone mobile doesn't offer a dedicated button for "attended" transfers (speaking with the called person before the call is transferred). It is however possible to initiate an attended transfer during a call by dialling a specific DTMF keypad sequence. When in the call, go to the dialpad and tap *2. You will hear a voice announcing the transfer, followed by a dialtone. Tap in the destination number followed by the # key. The caller will be put on hold and the destination number will ring. If the destination person accepts the call, hang up and the call will be transferred. If the destination doesn't accept the call, they should hang up and you will be put back in conversation with the caller. Please note that you need appropriate external call rights for transferring calls to external numbers.

Handling a second call

If you receive a second call during an ongoing conversation, by answering the new call you will automatically put the first call on hold. Press to swap from one call to the other.

Ad-hoc (3 party) conferences

CERNphone allows you to make a conference with 2 other persons. To start a 3 party conference:

Call the first participant and press . Add the second participant by pressing . While initiating the second call, the first one is automatically paused. Then, once the second call is established, merge the calls by pressing .

Other advanced features (call forwarding, Do Not Disturb, team call groups)

To configure call settings such as call forwarding, simultaneous ringing, Do Not Disturb, voicemail or missed call notifications, as well as team calls, go to the CERNphone User Portal. For knowing more about the CERNphone User Portal settings, please consult the following documentation.

Debugging

It is possible to send debug logs to the CERNphone team. The procedure for enabling and sending CERNphone logs differs on iOS and Android.

iOS

Info

Enabling debugging

Debugging needs to be enabled by navigating in the CERNphone application to Settings > Advanced > Debug -> All. Please restart the app afterwards for this setting to be fully taken into account.

Sending and clearing debug logs

Debugging logs are sent by going to Settings > Advanced > Send Logs. This will open up the Mail application with a pre-created e-mail containing as attachment the logs collected by the device.

• Check that you are sending the mail from your CERN mail account, otherwise it may be rejected.
• The subject line and the body needs to be changed by the user in order to describe the problem experienced. Please note that if you don't include this information, we won't be able to process the logfile.

Existing logs can be cleared by clicking on Clear Logs in the same menu.

Android

Info

Enabling debugging

Debugging is enabled by navigating in the CERNphone application to Settings > Advanced and activating the "Debug" slider. Please restart the app afterwards for this setting to be fully taken into account.

Sending and clearing debug logs

Once debugging is activated, logs are sent by going to the application's About menu and clicking on "Send Log" (for versions up to 5.0.X), or going to Settings > Advanced and tapping on "Send logs" (starting with the 5.1.X versions). The application will take a while to respond, but will eventually open up a system menu requesting the user to select a mail application and recipient. The body just contains an URL pointing to the log file that has been uploaded to a central log server.

• Set the mail recipient (To:) to cernphone-support@cern.ch and check that you are sending the mail from your CERN mail account, as otherwise it may be rejected.
• The subject line and the body needs to be changed by the user in order to describe the problem experienced. Please note that if you don't include this information, we won't be able to process the logfile.

Existing logs can be cleared by going to the application About menu and clicking on "Reset Log".