IP Office Softphone User Guide

IP Office
IP Office Softphone User Guide
(Windows)
- Issue 06e - (Tuesday, January 10, 2012)
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IP Office Softphone
IP Office
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- Issue 06e (Tuesday, January 10, 2012)
Contents
Contents
1. Introduction
1.1 IP Office Application
.....................................................................
mode
1.2 Getting Ready
.....................................................................
1.3 Installing IP .....................................................................
Office Softphone
1.4 IP Office Softphone
.....................................................................
Login
1.5 Troubleshooting
.....................................................................
7
8
9
9
9
2. Using the IP Office Video Softphone
2.1 Starting the.....................................................................
IP Office Softphone
2.2 Shutting Down
.....................................................................
2.3 The IP Office
.....................................................................
Softphone Windows
2.4 Placing a Call
.....................................................................
2.5 Placing Another
.....................................................................
Call
2.6 Ending a Call
.....................................................................
2.7 Handling Incoming
.....................................................................
Calls
2.8 Auto Answer
.....................................................................
2.9 Handling an
.....................................................................
Established Call
2.10 Transfering
.....................................................................
a Call
2.11 Handling .....................................................................
Video Calls
2.12 Voicemail.....................................................................
2.13 Conference
.....................................................................
Calls
2.14 Instant Messaging
.....................................................................
12
12
12
14
14
15
15
15
16
16
16
17
17
18
3. Dialing Tabs
3.1 Contacts Tab
.....................................................................
3.1.1 Managing
............................................................................
Contacts and Groups
3.1.2 Using
............................................................................
Contacts
3.1.3 Using
............................................................................
My Buddy
3.1.4 Sharing
............................................................................
Online Status
3.2 History Tab.....................................................................
3.3 The Directory
.....................................................................
Tab
3.4 Features Tab
.....................................................................
3.5 Speed Dial.....................................................................
Tab
22
23
25
25
25
27
27
29
30
4. Configuring Preferences
4.1 Application..................................................................... 34
4.2 Alerts & Sounds
..................................................................... 34
4.3 Devices ..................................................................... 35
4.3.1 HID
............................................................................
Devices: USB Device Button Setup
37
4.4 Shortcut Keys
..................................................................... 37
4.5 Video Codecs
..................................................................... 37
4.6 Media Quality
..................................................................... 38
4.7 Call Automation
..................................................................... 39
Index
...............................................................................41
IP Office Softphone
IP Office
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Chapter 1.
Introduction
IP Office Softphone
IP Office
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- Issue 06e (Tuesday, January 10, 2012)
Introduction:
1. Introduction
The IP Office Softphone from Avaya enables you to make voice and video phone calls using SIP-based standards.
Standard Telephone Features
The Avaya IP Office Softphone has all standard telephone features, including:
· Call display and Message Waiting Indicator (MWI)
· Speakerphone and Mute
· Redial, Hold, Do Not Disturb
· Call history – list of received, missed, and dialed calls
· Access to IP Office directory
· Call forward
· Call transfer
· Six-party audio conferencing
· Six-party video conferencing
Enhanced Features and Functions
The IP Office Softphone also supports the following features and functions:
· Video
· Support for several languages in addition to English: French, German, Italian, Portuguese, and Spanish.
· Contact list containing the individual user’s contacts
· Directory containing names from central and personal IP Office directory
· Automatic detection and configuration of audio and video devices
· Acoustic echo cancellation, automatic gain control, voice activity detection
· Support for DTMF (RFC 2833, inband DTMF or SIP INFO messages).
· Support for the following audio codecs: G.711, G.723.1, G.729a, G.722
· Support for the following video codecs: H.263, H.263+, H.264
· Compliance to 3261 SIP standard
· Support for these firewall traversal solutions: STUN, TURN, or ICE
· The IP Office Softphone includes an icon to indicate your do not disturb status. The icon can be clicked to change
the status
· A Speed Dials tab is available. It contains buttons to which you can assign numbers to dial and name labels. For
buttons that match another extension number, the button color indicates when that user is busy
1.1 IP Office Application mode
For users of IP Office productivity applications such as one-X Portal for IP Office, IP Office Softphone can be used with
the application.
For all standard calls, with IP Office Softphone minimized to the system tray, the user can answer, make and terminate
calls using the one-X Portal for IP Office. All the one-X Portal for IP Office features like centralized call log and busy lamp
are available to the user. A user can pre-select to accept audio calls or select calls as Video calls when receiving and
making calls from an application like one-X Portal for IP Office.
This mode is not covered in detail in this manual, please refer to the user manual of the productivity application like
one-X Portal for IP Office.
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1.2 Getting Ready
SIP Account Information
You will need the following information:
· User name and password
· Login Server (IP Office)
If you have not been provided this data, please contact your IP Office administrator for the details.
System Requirements
Processor
· Minimum: Pentium 4 2.4 GHz or equivalent.
· Optimal: Intel Core 2 Duo or equivalent, Video Card with DirectX 9.0c
support.
Memory
· Minimum: 1 GB RAM
· Optimal: 2 GB RAM
Hard Disk Space
· 50 MB
Operating System
· Microsoft Windows XP Service Pack 2
· Microsoft Windows Vista, 32-bit and 64-bit arch
· Microsoft Windows 7
Additional
· Microsoft .NET Framework 4
· Microsoft Visual C++ 2008 SP1
· Microsoft KB967634 Hotfix
Note that the installer will take care of installing those if you do not have
them.
Connection
· IP network connection (broadband, LAN, wireless)
Sound Card
· Full-duplex, 16-bit or use USB headset
Browser Support
· Microsoft Internet Explorer 6.0 or later
Multimedia Device Requirements
The IP Office Softphone requires both speakers and a microphone to make calls. Any of the following configurations are
acceptable:
· External speakers and microphone
· Built-in speakers and microphone
· Dual-jack multimedia headset
· USB multimedia headset
· USB phone.
HID-compliant devices can be configured to work with the IP Office Softphone to support e.g. hook-switch functionality.
Video Cameras
Calls made with the IP Office Softphone will work without a video camera, but a video camera is necessary to allow other
parties to see your image. The IP Office Softphone will work with most USB video cameras.
IP Office Softphone
IP Office
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Introduction: Installing IP Office Softphone
1.3 Installing IP Office Softphone
Run the IP Office Softphone installer and follow the prompts in the install wizard.
To start the softphone, select Launch the IP Office Softphone when the installation is complete.
Alternatively, use the Windows Start menu or double-click the IP Office Softphone desktop icon:
1.4 IP Office Softphone Login
The Softphone Login window appears once the IP Office Softphone has been started.
1. Enter your user name, password and login server into the corresponding fields.
2. Select the bandwidth profile for your network.
· Use the standard setting Default to let IP Office select the best available transmission rate.
· Select Low Bandwidth if you are working at a location where bandwidth is limited.
· Selected High Bandwidth only if you are sure that you are connected to a network with no bandwidth
limitation.
3. If you are the only person who uses the PC, you can use the Remember login information setting to have IP
Office Softphone remember the name and password.
4. Selecting the Login automatically option will allow you to skip the login process the next time you start the IP
Office Softphone. The logging in process is still displayed for a few seconds in order to allow you to interrupt it if
necessary.
5. Minimize to System Tray will do just that after the login has been completed successfully. Use this option if you
don't immediately intend to use IP Office Softphone but want it running and available.
6. Click Log in. The progress of the login is displayed and details of which audio devices the IP Office Softphone is
using are also shown.
Hot Desking with IP Office Softphone
If you normally work from a phone on the IP Office telephone system or are temporarily logged in at one, logging in to IP
Office Softphone will automatically log you off that phone and redirect your calls to your IP Office Softphone.
1.5 Troubleshooting
The IP Office Softphone includes three tools for helping you troubleshoot problems:
· You can verify that your microphone, speakers and camera are working and can set the volume to a comfortable
level without having to actually place a phone call.
· You can verify that you are successfully connected to the network.
· While you are on a phone call, you can test the quality of the audio. Note that to perform a valid test, you should
be on an established call (not a call attempt).
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Note: Audio quality is dependent on several parameters that IP Office Softphone can not completely influence. When
troubleshooting, please also take those parameters into account:
A.Network quality:
a. If audio problems occur, try to select the "Low Bandwidth" setting when logging into the IP Office Softphone.
The softphone will then use bandwidth efficient transmission of audio streams.
b. If using Video, select a lower video resolution in Softphone > Preferences > Media Quality tab. Also, try
to use the H.264 Codec instead of H.263 if possible (for settings please see Media Quality 38 and Video
Codecs 37 )
c. Refrain from using video
B.Competing processes and resources
While every possible attempt has been taken to give IP Office Softphone priority over other applications, there is a
chance that those applications, e.g. Virus scan software, can impact performance from the softphone, The
following actions can be taken.
a. Close unused applications to e.g. avoid memory swapping
b. Postpone activities like virus scans to a time when IP Office Softphone is not needed
c. Use a single screen PC, not dual monitor if possible.
d. Parallel usage of other communication tools, like e.g. NetMeeting for application sharing can impact
voice-quality, especially if used with a low-bandwidth network. If audio quality issues appear, refrain from
using other communication applications
Known Issue
If you select menus or click on contacts and the dropdown/pullout menu is not visible (it appears behind the main
Softphone panel instead of in front of it), do not be concerned. Softphone itself is not experiencing a problem. This is
known to occur with lower-end graphics chipsets and outdated graphics drivers. Updating your drivers and/or upgrading
to Windows 7 should resolve this problem completely. The only workaround for this issue is to reboot the PC.
IP Office Softphone
IP Office
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Chapter 2.
Using the IP Office Video
Softphone
IP Office Softphone
IP Office
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- Issue 06e (Tuesday, January 10, 2012)
2. Using the IP Office Video Softphone
2.1 Starting the IP Office Softphone
If the IP Office Softphone is not already running, start it as you would any other program: Use the Windows Start menu
or double-click the desktop icon. The IP Office Softphone appears.
IP Office Softphone can be set to start automatically when you start Windows. This is controlled through the IP Office
Softphone preferences 34 , which you can set on the Preferences > Application panel.
2.2 Shutting Down
To shut down the IP Office Softphone, either select Softphone > Exit or press Ctrl-Q. You can also right-click on the
tray icon and select Exit to shut down the IP Office Softphone.
· Note that clicking the
icon on the softphone title bar minimizes the IP Office Softphone to the system tray; it
does not exit the IP Office Softphone
2.3 The IP Office Softphone Windows
You can arrange the IP Office Softphone window to suit your needs, showing or hiding many of the controls.
·
·
Online Status
This icon indicates your online status. For a list of status icons and their meanings, see Setting your status
25
.
/
Allow Calls/Do Not Disturb
This icon, located on the right side of the panel, indicates whether you have do not disturb on or off. Clicking on
the icon makes a call to the IP Office phone system to change the current state. When you have do not disturb on
(
), calls to you are redirected to your voicemail if available, otherwise they receive busy.
·
Show/Hide the dial pad.
You can type numbers and names directly into the call entry field or you can show and use the on screen dial pad.
·
In Call Control Buttons
These buttons appear below the dial pad when it is shown. To show or hide them select Softphone >
Preferences > Application > Display in-call buttons on the dialpad. By default, these buttons are hidden.
IP Office Softphone
IP Office
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Using the IP Office Video Softphone: The IP Office Softphone Windows
·
Show/Hide video.
Click to show or hide the video window.
·
Speaker/Headset mode.
Switch between headset and PC speaker modes.
·
Adjust speaker volume.
·
Mute/Unmute microphone.
·
Message waiting indicator.
Click to access your voicemail mailbox. You need the dialpad visible in order to drive the mailbox prompts.
·
Missed call indicator.
Click this icon to open the History tab and view a list of missed calls.
· View Menu Options
The view menu provides the following options:
· Select which tabs to show
Show or hide the Contacts 22 , History
·
27
, Directory
27
, Features
29
and Speed Dial
30
tabs.
Detach/Reattach Tabs
When displayed, you can use these icons to select whether each tab appears as part of the main windows or
as a separately sizeable and positionable window.
· Always on Top
Set the IP Office Softphone to remain on top of other application windows.
· Zoom
Change the size of the text and controls used in the IP Office Softphone windows.
· Message Archive
View you recent IM activity for any contact, group chat session, or chat room session.
· Chat Rooms
View the chat rooms that you belong to.
·
Minimize to the system tray
Run the IP Office Softphone as an icon in your Windows system tray (normally bottom right of your Windows
desktop). To reopen IP Office Softphone double click on that icon.
· While minimized to the system tray, you can use the popup alerts to handle incoming calls. Select Softphone
> Preferences > Alerts & Sounds > Enable alert displays to switch alerts on or off.
· Alternatively minimize the IP Office Softphone to the system tray if you want to use another IP Office
application such as the one-X Portal for IP Office to make and answer your calls.
· If you exit when the IP Office Softphone is minimized; the IP Office Softphone will start as minimized next
time.
·
Minimize to taskbar
Minimizes the IP Office Softphone to the Windows taskbar.
· Close the IP Office Softphone
To close the IP Office Softphone select Softphone > Exit. You can also right-click on the tray icon and select Exit
to close the IP Office Softphone.
IP Office Softphone
IP Office
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2.4 Placing a Call
The simplest method to make a call is to enter the name or number into the call entry field. As you enter the name or
number, matches from your Contacts and History are shown and can be selected to complete the name or number.
Click
to clear the entry or Call to make the call.
You can also click on the
down arrow icon and select Audio Call or Video Call.
There are many ways in which you can select or enter a number and then make a call. They are outlined in the table
below. Once started, the outgoing call opens in its own panel within the main IP Office Softphone window. You will hear a
ringing tone while the IP Office Softphone attempts to make a connection.
How
From the...
Description
Keying
Dialpad or computer 1. Enter the number or address in the call entry field using the
keyboard
dialpad or the computer keyboard.
· As you type, a suggestion for completing the entry may
appear. Choose the suggestion or keep typing.
2. Click the Call button or press Enter.
Drag-and-drop contact or
previous call
Contacts or History
tab
Drag an entry from the Contacts or History tab. If the tab
contains lots of contacts, first search or filter the list.
Right-click a contact or
previous call
Contacts or History
tab
Right-click an entry from the Contacts or History tab and choose
Call.
If the tab contains lots of entries, first search or filter the list.
Double-click a contact
Contacts tab
Contacts have a "double-click" action that either makes an audio
phone call. Each contact can be configured separately for this
action.
Double-click a previous
call
History tab
Double-click an entry. An audio call is placed.
Redial
Redial button
· When the call entry field is empty, click the Call button. The last
number dialed is shown. Click Call again to call it.
· Or click the
down arrow in the call entry field and select a
recent call. The Softphone will redial the call immediately if you
have selected the option to "Call immediately when a number is
selected" in the Preferences > Application menu.
Dialing
Dialpad
1. If the dialpad is not visible, click the Show/Hide dialpad
button.
2. Click the numbers on the dialpad to enter the phone number or
enter the number or address in the call entry field using the
dialpad or the computer keyboard.
3. Click the Call button or press Enter.
2.5 Placing Another Call
To place a new call without hanging up on the current call, simply place a call 14 in the normal way. A second call panel
appear below the existing call and the existing call is automatically put on hold.
Switch between the different calls by clicking Resume on the desired call panel. That call becomes the active call and all
other calls are on hold.
IP Office Softphone
IP Office
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Using the IP Office Video Softphone: Ending a Call
2.6 Ending a Call
Click the End button on the call panel (the call can be active or on hold). The call panel closes after a few seconds.
2.7 Handling Incoming Calls
As soon as an incoming call is received, a call panel appears, showing information about the call. In addition, call alert
boxes appear even if IP Office Softphone is minimized.
You can disable the call alert box through the IP Office Softphone preferences
& Sounds panel.
34
available on the Preferences > Alerts
Incoming call alert for audio
only.
Incoming call alert with video.
Action
From the...
Description
Answer
Call panel or Call
Alert box
Click Answer. Or press Enter (on the keyboard), if the IP Office Softphone is the
active application.
If you are on another call, that first call is automatically put on hold. You are now
talking to the new caller.
Forward
Features tab
Select the Features tab to access the call forwarding feature. For information about
how to program a Feature button for call forwarding, see Features Tab 29 .
Decline
Call panel or Call
Alert box
Click Decline. There will be a busy signal.
Video
Call panel or Call
Alert box
The caller wants to include video.
Call panel or Call
Alert box
The caller wants to include video.
Audio
Click to answer a video call and start sending your video immediately
Click to answer without video; if you want (and if you have a camera), you will be
able to add video later.
2.8 Auto Answer
To turn auto-answer off and on, in the call panel click
and select Auto Answer.
Auto answer is initially configured to auto-answer after one ring, and to send only your audio when the call is established.
To change this configuration choose Softphone > Preferences > Call Automation 39 .
Auto answer is automatically turned off when you shut down.
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2.9 Handling an Established Call
While the call is in progress details of the call are displayed in a call panel.
You can use the icons and buttons to control the call.
· Hold the Call: Click Hold. To take the call back off hold click Resume.
· Transfer the call: Click
· Add video: Click
.
. To switch back to audio only click
· Record the call: Click
.
and select Start Call Recording.
· End the Call: Click End.
2.10 Transfering a Call
Basic (Unattended) Transfer – Transfer this Call
You can transfer a call to any number without first speaking to the other person.
1. While connected to the call that you want to transfer, click on the
transfer icon.
2. The call is put on hold. Below the call details enter the name or number for the transfer destination.
3. Click on Transfer Now. A call is placed to the transfer destination.
4. To complete the transfer without waiting for the call to be answered click on End.
Attended Transfer – Call then Transfer
You can first speak to the target (the person you are transferring the call to).
1. While connected to the call that you want to transfer, click on the
transfer icon.
2. The call is put on hold. Below the call details enter the name or number for the transfer destination.
3. Click on Call. A call is placed to the transfer destination.
4. If the call is not answered or the transfer destination doesn't want the call, click Resume to return to the held call.
To complete the transfer click Transfer Now.
2.11 Handling Video Calls
Placing a Video Call
You can start a call with video. See the table.
How
From the...
Description
Keying
Dialpad or computer
keyboard
1. Enter the number or address in the call entry field using the
dialpad or the computer keyboard
· As you type, a suggestion for completing the entry may
appear. Choose the suggestion or keep typing.
2. Click the
arrow beside the Call button and choose Video call.
Right-click a contact Contacts or History tab Right-click an entry from the Contacts or History tab and choose
or previous call
Video Call.
IP Office Softphone
IP Office
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Using the IP Office Video Softphone: Handling Video Calls
Adding Video
If you have a camera, you can click
Start Video to add video to an established call. When you add video, the other
party may (or may not) start sending their video to you.
Other Party Adds Video
If the other party starts their video, your video window automatically opens and the video is played. You can start
sending your own video, if desired (and assuming you have a camera) by clicking
Start Video.
Pausing and Resuming Video
Click
Stop Video or close the video window to pause sending your video.
Click
Start Video to resume sending your video; the video window will open.
Click
to show or hide your video window (this does not stop the video).
Grandstream Users
If you use Grandstream, or if the person with whom you wish to have a video call uses Grandstream, ensure that all
participants in the video call switch to video codec H.264. Participants who do not switch codecs will be able to send and
see their own video, but the intended recipient(s) will not see anything due to a codec negotiation error. See the section
on Video Codecs 37 for more information.
2.12 Voicemail
You can click the
icon to automatically connect to voicemail and listen to your messages.
You will need to have the dialpad visible in order to move around the mailbox options. Click on the
the dialpad is not already displayed.
Dialpad icon if
2.13 Conference Calls
Starting a Conference Call
You can conference separate calls together once each call is established
· In the current Call panel, click on
14
.
and select Merge Calls. All of the established calls will be merged.
Alternatively, you can click on the
button if it is shown on the In Call Control Buttons panel. To view this
button, refer to The IP Office Softphone Windows 12 section of this document.
Video Conference Calls
Calls made with the IP Office Softphone will work without a video camera, but a video camera is necessary to allow other
parties to see your video image. The IP Office Softphone will work with most USB video cameras.
To begin, ensure that all the participants you invite to the conference are sending video prior to merging their calls.
· Click on
and select Merge Calls, or click on the
button.
After the conference is established, participants may have to resend their video. When participants are removed from
"Hold" or new participants join the conference, each participant must resend their video when the conference session
continues.
Including Video in a Conference
When you start a conference from established calls, video is automatically included if at least one of the calls already
includes video and is sent to all the participants.
When you start an audio conference from scratch, video is not included. Once you begin an audio conference, you cannot
change the conference into a video conference.
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How Video is Shared
The conference host (the person who starts the conference) serves as the host for other video. Whatever the conference
host is receiving will automatically be sent to the other parties. If the conference host pauses or stops video, the other
participants will no longer receive video. As such, in the event that you experience video errors, request that the
conference host reestablish video to all parties by disabling and re-enabling video.
2.14 Instant Messaging
You can send an Instant Message (IM) to a contact who has a softphone or XMPP address, but you must be connected to
one-X Portal. The IP Office Softphone allows you to send IMs to individuals or broadcast groups, and also supports IM
conferencing and chat rooms (including ad-hoc group chat). In addition, you can send files to any user who has an XMPP
address.
Sending an IM
1. From the Contacts tab, right-click on the contact and choose Send Instant Message. The contact must have a
softphone address. Alternately, click on the IM icon that appears to the right of the contact name.
2. Type the message, including any emoticons and formatting that you wish. To insert a return in the message, press
Enter. (You can control the behaviour of Enter and of Ctrl-Enter on the Softphone > Preferences > Application
panel.)
3. Click Send.
Note: If the status of the recipient is set to Do Not Disturb, the message will not be received.
Receiving an IM
When you receive an IM, either the IM window, or a Call Alert displays without opening the IM window. You can choose
which window displays using the Preferences > Alerts & Sounds > Alerts panel.
Sending a Broadcast IM
You can send an IM to several people at one time. A broadcast IM is different than a group chat:
· With a broadcast IM, each recipient can reply to the IM, but only the sender will see these replies; the other
recipients will not see these replies.
· With a group chat, the messages that each participant sends are seen by all participants.
1. Select the parties from the Contacts tab in one of the following ways:
· Select one or more contacts in the usual ways (using Shift-click or Ctrl-click and/or Shift+Ctrl+click).
· Select one or more groups in the usual way.
2. Right-click and choose Broadcast IM. The Broadcast Instant Message window appears.
3. Type the message including any emoticons and formatting that you wish. To insert a return in the message, press
Enter. (You can control the behaviour of Enter and of Ctrl-Enter on the Softphone > Preferences > Application
panel.)
4. Press Send or Enter. The IM is sent and the window remains open. If a recipient sends you a response, the
response will display in your regular Instant Message window; you will then be in a regular IM exchange with that
one individual.
Sending a Broadcast IM to 'everyone'
You can send a broadcast IM to everyone in the system using the 'everyone' contact located under the "Broadcast
Groups" group.
1. In the Contacts tab, right-click 'everyone' and select Send Instant Message.
2. Type your message and press Send or Enter. The message is sent to all contacts in the system group.
Alternatively, you can use the process outlined in "Sending a Broadcast IM" to right-click on the system group and send a
broadcast IM to all the users in the system. The difference is that you have the option to selectively remove individual
users, which is not possible with the 'everyone' broadcast method.
When you receive a broadcast message from 'everyone,' the sender is indicated in square brackets but you will not be
able to reply. Any attempt to reply is met with the error message "Replies to broadcast messages are not allowed."
Group Chat (ad-hoc conference IM)
Softphone's ad-hoc Group Chat feature allows you to exchange instant messages with a group of people in a session that
is created on the fly (to participate in a chat session that is not ad-hoc, see Chat Rooms below).
All people in a group chat must have XMPP accounts configured in order to participate in the session. There is no limit to
the number of participants in a group chat session, and you can invite more participants during the session.
1. In the Contacts tab, select the desired online contacts.
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Using the IP Office Video Softphone: Instant Messaging
2. Right-click the last selected contact and choose Start Group Chat. The invitation dialog appears.
3. Enter your invitation text and click Invite.
4. To invite additional participants to a group chat, select online contacts (who have XMPP addresses) from your
Contact List and drag them to the Group Chat window. Any participant in the group chat can invite more
participants.
Note: You cannot start a group chat with the 'everyone' contact because it is a special user. If you right click
'everyone' and select Start Group Chat, nothing will happen.
Leaving a Group Chat
To leave an ad-hoc group chat, close the Group Chat window. The session continues with the remaining participants. You
will not be able to rejoin an ad-hoc group chat unless you are re-invited.
Chat Rooms
Chat rooms are set up to allow the same groups of people to have regular and recurring group IM sessions. For example,
your system administrator may create a chat room called "Marketing" and add the marketing staff as members. Every
Monday at 8:00 a.m., each member opens the chat room on the IP Office Softphone and joins the "Marketing"
conference.
Joining a Chat Room
Chat rooms are unlike group chat sessions in that they are not ad-hoc. So, unlike group chat sessions, you are able to
view a list of available chat rooms via the View menu.
1. Obtain the names of the chat rooms you wish to enter from your system administrator.
2. Select View > Chat Rooms. If the menu item does not display, make sure that the appropriate XMPP account is
enabled. If you have more than one XMPP account, an account prompt appears.
3. Select the appropriate account and click OK. The group chat appears on this list until the last person leaves.
4. Select the chat room and click Join Conference. The Chat Room
window displays, listing the participants who have joined the chat room session.
Rejoining a Chat Room
If you leave a chat room, you can rejoin it using the procedure above.
Viewing the IM Message Archive
You can view your recent IM activity for any contact, group chat session, or chat room session. Do one of the following:
· On the menu, click View > Message Archive.
· Select your own name to view your group chat and chat room sessions.
· Select another person to view instant message exchanges with that person.
· Select one or more names and then right-click to save or delete all conversations with the selected
people.
· Select a conversation and right-click to delete or save the selected conversation.
· Right-click a contact and choose View Message Archive.
Sending and Receiving Files
If you have an XMPP account, you can send files to another contact who has also has an XMPP account. You can also
receive files from a contact who has an XMPP account.
Sending Files
Choose one of the following options:
· Right-click a contact and choose Send Files. A standard Open dialog box displays. Select the files to send and
click Open. The Send Files dialog displays a status message to show the progress of the file transfer.
· Drag a file from a folder to the IM window.
To cancel the file transfer before the other person retrieves the files, click Cancel.
Receiving Files
When you receive files from another person, a File Transfer dialog box displays. Choose one of the following options:
· Click Save to accept the file transfer and select the location where you want to save the file.
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· Click Decline if you do not want to receive the file transfer.
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Chapter 3.
Dialing Tabs
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3. Dialing Tabs
There are a set of tabs that can be displayed either as part of the main IP Office Softphone display, or as separate
floating windows.
The tabs are:
· Contacts 22
A directory of contacts stored by IP Office Softphone.
· History 27
Details of your calls made, received and missed while IP Office Softphone is running.
· Directory 27
A directory of contacts supplied by the IP Office telephone system.
· Features 29
A set of clickable buttons (up to 30) each of which can be assigned to a specific IP Office feature.
· Speed Dial 30
A set of clickable buttons (up to 60) which can be used to fast dial preset numbers.
Detaching a Tab
1. Select the tab.
2. Click on the
icon. The tab is changed to be a separate floating window which you can move, resize and position
separately from the main IP Office Softphone window.
Reattaching a Tab
1. Click on the
icon at the top right of the floating window.
Showing/Hiding the Tabs
The set of tabs can be hidden when not required. This option affects all the tabs and includes tabs that have been
detached.
· To change the current status (shown or hidden), select View and then choose one of the following options: Show
Contacts, Show History, Show Directory, Show Features, or Show Speed Dial.
3.1 Contacts Tab
The Contacts tab displays your contacts and lets you specify multiple contact methods for them, including:
· Softphone address
· Home phone number, business phone number, mobile phone number.
Contacts are typically organized into groups. The IP Office Softphone includes built-in groups: Broadcast Groups, Family,
Friends, system, and Work. You can add more groups by specifying a new group name when you add or edit a contact.
From the Contacts tab, you can perform the following actions:
·
Add a contact
Select this option to add a new contact.
·
View Details of a Contact
Click on a contact to view the full details of that contact and select to see your call history filtered around calls to
or from the contact or select to edit the contact.
·
Call a Contact
Double-click on the contact to make a call.
·
When the contacts are shown in their groups, you can use the
collapse that group.
arrow icon next to each group to expand or
You can also right-click on a contact to select additional options for that contact. The following options are available:
·
Call
·
Video Call
·
Send Instant Message
·
Start Group Chat
·
Send Files
·
Edit a Contact
·
View Call history
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Dialing Tabs: Contacts Tab
·
View Message Archive
·
Add to Alert List
·
Split Contact
·
Delete Contact
Note: The contacts are not identical to the personnel directory on IP Office. Access to IP Office personnel directory on
softphone is possible through the Directory 27 tab but it is not possible, to edit this directory from IP Office. However, if
used in application mode with one-X Portal for IP Office as the front end, full editing of personal directory is possible.
3.1.1 Managing Contacts and Groups
3.1.1.1 Adding a Contact
Click
or right-click a group and choose Add Contact to Group. The Contact Profile dialog appears.
Field
Description
Contact
Only the "Display name" is required. This is the name that will appear in the call panel and the Call
Alert when this person phones you.
You can specify the contact method on the right side of the screen. Select a method from the
drop-down menu and enter the contact information. You must enter at least one contact method.
Enter as many contact methods as you want. Softphone entries and e-mail entries must have the
format <name>@<domain>.
Group
Click to show the list of groups and check each group to add this contact to.
Primary
presence
This field displays only when the contact has more than one Softphone number or Instant Message
address. The primary presence is used as follows:
· The presence icon on the contact list shows the online status for this address.
· The single-click and double-click actions for instant messaging use this address.
You can still send IMs to this person at their other addresses, but you must right-click and choose
from the context menu.
Primary phone
number
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If the contact has more than one number, select the primary number. This number is used with
single-click and double-click calling.
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3.1.1.2 Adding a Contact using an Existing Address
1. You can add a contact by capturing existing information:
· If you are on a phone call with a person who is not a contact, click the Add to Contacts button in the call
panel.
· On the History tab, select an entry that is not a contact. Right-click and choose Add as Contact.
2. The Contact Profile dialog appears. Complete the dialog as desired and press OK.
3.1.1.3 Importing Contacts
You can populate the IP Office Softphone contact list by importing from an external file or files. The new contacts will be
added to the existing contacts.
You can import a contact list from:
· A comma-separated file. Use this method to import from a Microsoft Excel file. You will first have to set up the file;
see below.
· A vCard file (*.vcf file). A vCard is an electronic business card that is often attached to an e-mail.
1. From the main menu, click the Contacts menu and choose Import Contacts. The Import Contacts wizard
starts.
2. As soon as you click Finish on the wizard, the Contacts tab in the IP Office Softphone is updated to show the
imported entries.
Setting up an Excel File for Import
1. Remove any introductory text or headings from the top of the file. (You can keep text at the end of the file; it will
be ignored during the import.)
2. Insert a blank row as the first row, then insert the headings that the IP Office Softphone will use to interpret the
meaning of each column. The columns can be in any order. The most popular headings are:
· display-name
· entry_id
· given_name
· surname
· postal_address
3. Save the file as *.csv.
3.1.1.4 Exporting Contacts
You can export a contact list to a comma-separated file or a vcf file.
1. From the main menu, click the Contacts menu and choose Export Contacts. The Export Contacts wizard
starts.
2. When you click Next, the export begins. A new file of the specified type is created.
3.1.1.5 Changing Contact Information
To change the information for a contact, right-click the contact and choose Edit Profile.
3.1.1.6 Moving or Deleting a Contact
· To drag one or more contacts to a different group, select them and drag to the title bar of the new group.
· To delete one or more contacts, select them, right-click, and choose Delete Contact or Delete Selected. The
contacts are removed from this group. If a contact belongs to several groups, it is removed from all groups.
Note: The System group is configured on the IP Office server and is populated on your softphone each time that you log
in (and only users with valid XMPP accounts appear in the System group). If you move or delete contacts from the
System group, the contact is restored to the System group when you log in again. To include a contact in a group other
than the System group, right-click the contact and select Edit Profile to display the Contact Profile screen. Select an
additional group from the Group menu and click OK.
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Dialing Tabs: Contacts Tab
3.1.1.7 Adding, Deleting or Renaming Groups
Select any group, right-click, and choose the appropriate menu item.
3.1.2 Using Contacts
To phone the person:
· Double-click the contact to start a phone call
· Right-click and choose Call. If necessary, click the desired number.
· Drag the contact to the call entry field to start a phone call.
Contact Flyout
Click a contact to show the Contact flyout. This flyout shows all the contact methods set up for the contact. You can click
a contact method to perform its action.
3.1.3 Using My Buddy
My Buddy is a notification and command interface that can be used in conjunction with any XMPP-based messaging client.
The user ‘mybuddy’ should appear in your System contacts list and will assist you with many softphone tasks.
To view the commands available through My Buddy
1. Begin an IM session with ‘mybuddy’ (right-click, Start Group Chat).
2. In the IM window, type ‘help’ and press Enter.
My Buddy replies with a list of available commands. To view information about each command, type ‘help’ followed
by the command name and press Enter.
To enable a particular command
1. Begin an IM session with ‘mybuddy.’
2. In the IM window, type the command name, followed by the name or extension of the person you wish to perform
the command on, and press Enter. Some commands will work on their own, but other factors might be
extenuating (for example, the command ‘lock’ requires you to be hosting a conference).
3.1.4 Sharing Online Status
You can publish your online status to contacts who have a softphone address, and you can set up the IP Office Softphone
to view the online status of other contacts.
Watching the Status of Others
To watch a contact’s status, that contact must be tagged for presence:
· If you create a contact through the Contact Profile, the softphone automatically obtains status information if
the contact has a valid XMPP address.
· If you create a contacts through the Contact Profile and you include an XMPP address, you can click the
Enable XMPP Presence button to obtain status information for this address.
· If you create contacts by importing a contact list, you can specify during the import whether you want to
share presence information. See Importing Contacts 24 .
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Setting your status
Click the down arrow beside the online status indicator on the IP Office Softphone, and select the desired online status.
The table below lists the status indicators.
Indicator
Available
Meaning for your Status
Meaning for Status of Others
Either:
You can contact this person.
· You have set your status to this value.
· The softphone has determined that you
are logged on but not on the phone or
idle.
When you have this status, the softphone
will automatically detect when you are idle
or on the phone, and change the status to
match. For more information about the
On the Phone or Idle statuses, see the
descriptions below.
Busy
Away
On the phone
You have set your status to this value.
the softphone does not automatically
switch you out of this status; you must
switch yourself.
You can contact this person.
You have set your status to this value.
The softphone does not automatically
switch you out of this status; you must
switch yourself.
You can contact this person.
Either:
You can contact this person.
· You have set your status to this value.
In this case, the softphone will never
automatically switch you out of this
status; you must switch yourself.
· You started a phone call when your
status was “Available”. When your call
finishes, your status reverts to
“Available”.
Not available for calls
Do not disturb
Idle
You have set your status to this value.
The softphone does not automatically
switch you out of this status; you must
switch yourself.
You can contact this person, but do not expect
a reply.
You have set your status to this value.
The softphone does not automatically
switch you out of this status; you must
switch yourself.
You can call this person, but you cannot send
IMs.
You cannot select this status. This status
displays automatically if you have not
moved or clicked the mouse or pressed a
keyboard key for the Idle period. To set
the Idle period see Softphone >
Preferences > Application.
You can contact this person.
As soon as you click the mouse or
keyboard, your status changes to
“Available”.
Appear offline
No icon
IP Office Softphone
IP Office
You have set your status to this value.
The contact is either not logged on or does not
The other person sees you as offline, even want to share online status.
though you are actually online. The other
person cannot tell the difference between
this status and you really being offline.
Not applicable
You are not watching the other person’s status.
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Dialing Tabs: Contacts Tab
Customizing your status
You can create a custom status indicator.
1. Click the down arrow beside the status indicator, and double-click on one of the existing indicators.
2. Type your custom status.
Adding Contacts to the Alert List
You can add a contact to the Alert List in order to request to be notified when the online status of a contact changes.
Right-click the contact or contacts and choose Add to Alert List. The Alert List icon appears beside the contact.
When the contact’s status changes, a notification displays. Choose one of the following options:
· Click the phone icon or the IM icon on the notification window to call or IM the contact.
· Select the Keep contact on Alert List checkbox to continue receiving notifications of status changes for this
contact. If you do not select the checkbox, you will not receive further notifications.
3.2 History Tab
The History tab shows a record of calls that have occurred while IP Office Softphone is running.
Click on the
icon to select the type of call records to display in the call history.
· All
All calls of the various types listed below.
·
Received
Incoming calls that you have answered using IP Office Softphone.
·
Dialed
Outgoing calls you have made using IP Office Softphone.
·
Missed
Incoming calls that have alerted your IP Office Softphone but were not answered using IP Office Softphone.
· The
icon appears in the main IP Office Softphone window to show when there are missed calls in the call
history. It also shows the number of missed calls. Clicking on the icon will display the History tab.
Managing the Lists of Calls
You can right-click on an entry in a list to:
· Call
· Video Call
· Add as Contact
· Delete
· Delete All Calls
Phoning from History
You can:
· Right-click on an entry to place a call to this person, using the contact method that was used for this call.
· You can double-click to place an audio call.
· Place a call to this person and add them to a conference call that is in progress.
Note: Contacts are only recorded when the softphone is running. Calls received when the softphone is not active will not
be shown.
If IP Office Softphone is used in combination with one-X Portal for IP Office as the front end, the call log functionality of
one-X Portal for IP Office can be used that will record all incoming calls including those received when the softphone is
not active.
3.3 The Directory Tab
The Directory tab links directly to your local IP Office. Your directory will contain contact entries from the following IP
Office contact stores: local IP Office directory, local IP Office Small Community network numbers, Local & IP Office Small
Community Network Hunt Groups, Private user Directory.
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Search for a Contact
The search box is context sensitive and allows you to search by name or by number. Start typing in the search box and
the displayed list of contacts will automatically start to narrow down based on your input.
You can clear the Search Box by clicking the ‘X’ displayed at the far right of the Search Box.
Phone a Person
You can phone a person directly from the Directory. Right-click a directory entry and choose Call or Video Call. A new
call panel will appear and the call is placed immediately.
Create a Contact
Right-click an entry and choose Add as Contact. The contact profile window appears, populated with all the information
from the IP Office directories.
Complete the window with any missing information that you want to record and press OK. The contact will now be listed
on your Contact tab.
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Dialing Tabs: The Directory Tab
Note
While it is possible to access the centralized private directory on IP Office, it is not possible to change the directory on IP
Office from IP Office Softphone. Please change it from your desktop phone or one-X Portal for IP Office .
3.4 Features Tab
The Features tab allows you to access a set of button which can be used to control various IP Office call features.
Configuring a Feature Button
1. To configure a button, right-click on the button and select Edit. A menu with the button options appears.
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2. To use one of the existing IP Office features, select Predefined and select the required feature from the drop
down feature list.
3. To use a custom feature, select Custom. Enter the label and feature code manually.
4. Click Assign.
To Display More Buttons
1. Right click on the page and select Show rows.
2. Select the number of rows of buttons to be displayed on the tab.
3.5 Speed Dial Tab
The Speed Dial tab allows you to create a set of buttons for numbers you want to dial in a single click. You can set a
text label for each button, and you can choose whether to view the status of the extensions that you add.
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Dialing Tabs: Speed Dial Tab
Configuring a Speed Dial Button
1. To configure a button, right-click on the button and select Edit.
2. Enter a name and number for the contact.
3. If you select Show status, the button will indicate the busy status of the number if it matches an internal
extension.
When you select Show status, you will see a visual indicator of the status. You can also choose to receive an audio
notification when there is an incoming call to an extension that you are monitoring. This feature is useful if you
need to monitor calls to other extensions and answer them if the user at that extension is not available. For more
information, see Alerts & Sounds 34 .
4. Click OK.
To Display More Buttons
1. Right click on the page and select Show rows.
2. Select the number of rows of buttons to be displayed on the tab.
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Chapter 4.
Configuring Preferences
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4. Configuring Preferences
Choose Softphone > Preferences. The Preferences window appears. The Preferences panels let you control the way
that you work with the IP Office Softphone.
4.1 Application
This panel lets you set your preferences for general GUI behavior and lets you set up for login.
4.2 Alerts & Sounds
This panel lets you choose how you will be notified of events on your IP Office Softphone.
On the Alerts tab, you can enable a call alert dialog box:
The call alert box is a small menu that is displayed when an incoming call arrives.
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Configuring Preferences: Alerts & Sounds
You can use the Sounds tab to also enable audio notifications for different call scenarios. These notifications can be a
default sounds provided by IP Office Softphone, or you can select a sound file that you want used for each scenario:
You can also choose to receive an audio notification when there is an incoming call to an extension that you are
monitoring. This feature is useful if you need to monitor calls to other extensions and answer them if the user at that
extension is not available. The options are:
Select For incoming call on a monitored endpoint in Workgroup to receive an audio notification when there is an
incoming call to an extension that you are monitoring. Select For incoming call on a monitored endpoint in
Workgroup (busy) to receive an audio notification when there is an incoming call to an extension that you are
monitoring while you are in a call.
You can monitor an extension by configuring it on a speed dial button and selecting Show Status. For information about
how to configure a speed dial button, see Speed Dial Tab 30 .
4.3 Devices
The IP Office Softphone automatically detects devices at each startup and selects the most appropriate device for each
purpose. If you do not like this selection, you can override it on this panel. If you override a selection, it will apply the
next time you start the softphone, unless the device is no longer available, in which case the softphone will again
automatically select the device to use.
When Zero-touch device configuration is enabled, the Softphone will automatically detect the new device and start
using it whenever you change your audio or video device.
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However, if you have more than one device available at the same time and you wish to change from one device to
another, you will need to do the following:
1. Restart the application.
2. Go to Softphone > Preferences and select the desired headset/speakerphone under the Devices tab.
3. Go to Help > Troubleshoot and select the audio device you wish to use under the Devices tab.
4. Restart the application.
If you continue to have problems, disable Zero-touch device configuration and try the procedure again.
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Configuring Preferences: Devices
4.3.1 HID Devices: USB Device Button Setup
You can assign functions to a HID-compliant device. For example, you can set the green button so that it answers an
incoming call.
4.4 Shortcut Keys
This menu allows you to select whether you want to use shortcut key combinations for certain actions and to edit what
those key combinations are.
4.5 Video Codecs
Video codecs describe the format by which video streams are compressed for transmission over networks. Some codecs
require less bandwidth than others, but may result in lower video quality. Change the settings on this tab only if advised
to do so by your system administrator.
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With only one codec enabled, all calls made will use that particular compression format. With more than one codec
enabled, the IP Office Softphone automatically chooses the best codec based on the other party’s capability, the available
bandwidth, and network conditions.
Note that it is not possible to set a 'preferred' video codec, nor does IP Office negotiate one.
4.6 Media Quality
These settings are used to adjust the IP Office Softphones video and audio operation.
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Configuring Preferences: Media Quality
4.7 Call Automation
These settings let you configure how you want auto answer to handle incoming calls, when Auto Answer is enabled.
· Auto Answer Calls
Use the settings in the Auto Answer Calls area when you have selected auto answer
Softphone call panel.
15
in the IP Office
· Third-party Call Automation
The Third-party Call Automation feature controls how the softphone handles external auto-answer requests.
Ensure that this option is set to Auto-answer with audio-only.
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Index
Index
A
Add
Contact 23
Contact from history 27
Group 25
Add as Contact
From directory 27
From history 27
Add to Contacts
During a call 24
Alert
Sounds 34
Alerts & Sounds 34
Answer 15
Auto Answer 15, 39
Application 34
Attended Transfer 16
Audio quality 9
Audior 15
Auto Answer 15, 39
Auto launch 34
Automatic device selection 35
Automatic login
Delay 34
Automation 39
B
Bandwidth profile 9
Button features 29
Button Setup 37
16
D
Decline 15
Delay automatic login 34
Delete
Contact 24
Group 25
History 27
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IP Office
E
Edit Profile 24
Enable Alert Displays 34
Enable sounds 34
End a call 15
Excel 24
Exchange 24
Export
Contacts 24
F
Features 29
Forward 15
G
G.711 7
G.723.1 7
G.729a 7
Group
Add 25
Delete 25
Rename 25
H
C
Call
Answer 15
Attended transfer
Conference 17
Decline 15
End 15
Forward 15
Make 14
Transfer 16
Video 16
Call Automation 39
Call Log 27
Camera 35
Codecs 37
Conference Calls 17
Contact
Add 23
Delete 24
Edit 24
Move 24
Profile 23
Contacts 22
Export 24
Import 24
Ungrouped 25
Device selection 35
Device Setup 37
Devices 35
Dial pad
Hide 12
Directory 27
Disk Space 8
Drop 15
H.263 7, 37
H.264 7, 37
Hangup 15
Hard Disk 8
Headset Mode 35
HID Device 35
HID-Compliant device 37
Hide 12
High resolution 38
History 27
I
ICE 7
Image Quality 38
Import Contacts 24
L
Language 34
Log 27
Login
Delay 34
Login automatically
Low resolution 38
9
M
Mailbox 17
Make a call 14
Memory 8
Messages 17
Microphone 35
Microsoft Exchange 24
Microsoft Outlook 24
Minimize 12
Move
Contact 24
Page 41
- Issue 06e (Tuesday, January 10, 2012)
N
Network quality 9
O
Operating System 8
Outlook 24
P
Phone Ring Device 35
Preferences
Alerts & Sounds 34
Application 34
Call Automation 39
Devices 35
Network 38
Video codecs 37
Processor 8
Profile
Bandwidth 9
Edit 24
Programmable buttons 29
Q
Quality 9
R
Recording folder 34
Rename
Group 25
Resolution 38
Resume 14
RFC 2833 7
Ring PC speaker 35
Ringer
Volume 35
S
Show 12
SIP Account 8
Softphone Login 9
Speaker 35
Speakerphone Mode 35
Start automatically 34
Start Video 16
Stop Video 16
STUN 7
Supervised transfer 16
T
Test Devices 35
Transfer
Attended 16
TURN 7
U
Ungrouped Contacts 25
USB Device Button Setup 37
V
Video 15
Call 16
Video codecs 37
Video Image Quality 38
Voicemail 17
Volume
Ringer 35
Z
Zero-touch device configuration 35
IP Office Softphone
IP Office
Page 42
- Issue 06e (Tuesday, January 10, 2012)
IP Office Softphone
IP Office
Page 43
- Issue 06e (Tuesday, January 10, 2012)
Performance figures and data quoted in this document are typical, and must be
specifically confirmed in writing by Avaya before they become applicable to any
particular order or contract. The company reserves the right to make alterations
or amendments to the detailed specifications at its discretion. The publication of
information in this document does not imply freedom from patent or other
protective rights of Avaya or others.
Intellectual property related to this product (including trademarks) and registered
to Lucent Technologies have been transferred or licensed to Avaya.
All trademarks identified by the ® or ™ are registered trademarks or trademarks,
respectively, of Avaya Inc. All other trademarks are the property of their
respective owners.
This document contains proprietary information of Avaya and is not to be
disclosed or used except in accordance with applicable agreements.
Any comments or suggestions regarding this document should be sent to
"wgctechpubs@avaya.com".
© 2012 Avaya Inc. All rights reserved.
Avaya
Unit 1, Sterling Court
15 - 21 Mundells
Welwyn Garden City
Hertfordshire
AL7 1LZ
England.
Tel: +44 (0) 1707 392200
Fax: +44 (0) 1707 376933
Web: http://marketingtools.avaya.com/knowledgebase
IP Office Softphone
IP Office
Page 44
- Issue 06e (Tuesday, January 10, 2012)
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