Avaya IP Office Softphone - Northwest Communications Inc.
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1. Configuring Preferences Application 4 2 Alerts amp Sounds This panel lets you control the display of call alerts box You can also enable the playing of a PC sounds for different call scenarios This can be a default sou8nd provided by IP Office Softphone or you can select a sound file that you want used for each scenario The call alert box is a small menu that is displayed when an incoming call arrives Incoming Call PR Kokila KR Kokila Preferences xw Ate Alerts amp Sounds Alerts amp Sounds Alerts Sounds privacy A Devices ei For an incoming call Shortcut Keys Preferences Application Alerts amp Sounds Alerts amp Sounds Sounds Privacy Enable sounds Devices ei For an incoming call Shortcut Keys Video Codecs kf For call waiting Media Quality w i For auto answer Ca tom atior Call Automation A For hangup Sound preference Play IP Office Softphone User Guide Page 37 IP Office Issue 02c 14 May 2011 4 3 Privacy This tab can be used to control which numbers are able to or not able to contact you Numbers that are blocked will receive busy Preferences Application oe Alerts amp Sounds General ET e hr Ok WEE ME an oa Bia R A rn e aa Ee Global Contact Settings Devices Allow the following people to contact me Shortcut Keys Video Codecs Media Quality Everybody except those in my blocked list O Only people2. ter te VM MGIP Today 4 45 58 Conf Redial Spkr Hold Transfer End Mark Gallagher Today 4 01 58 L 392200 Today 1 56 48 sw HM Contacts Directo Mark Gallagher Today 1 5 4311 Today 1 501555245500 Today 1 MarkG Today 10 4 H Family Friends P Work AVAYA IP Office Gerben with the tabs displayed at the bottom and one tab detached MarkG Today 10 45 55 Je The tabs are e Contacts 25 A directory of contacts stored by IP Office Softphone e History 29 Details of your calls made received and missed while IP Office Softphone is running e Directory 20 A directory of contacts supplied by the IP Office telephone system e Features 32 A set of clickable buttons up to 30 each of which can be assigned to a specific IP Office feature e Speed Dials 33 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 7 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 1 To change the current status shown or hidden select View and then Shows Contacts and History IP
3. AVAYA IP Office IP Office Softphone User Guide Issue 02c 14 May 2011 2011 AVAYA All Rights Reserved Notices While reasonable efforts have been made to ensure that the information in this document is complete and accurate at the time of printing Avaya assumes no liability for any errors Avaya reserves the right to make changes and corrections to the information in this document without the obligation to notify any person or organization of such changes Documentation disclaimer Avaya shall not be responsible for any modifications additions or deletions to the original published version of this documentation unless such modifications additions or deletions were performed by Avaya End User agree to indemnify and hold harmless Avaya Avaya s agents servants and employees against all claims lawsuits demands and judgments arising out of or in connection with subsequent modifications additions or deletions to this documentation to the extent made by End User Link disclaimer Avaya is not responsible for the contents or reliability of any linked Web sites referenced within this site or documentation s provided by Avaya Avaya is not responsible for the accuracy of any information statement or content provided on these sites and does not necessarily endorse the products services or information described or offered within them Avaya does not guarantee that these links will work all the time and has no control over
4. 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 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 applica
5. Headset Mode Speakerphone Mode Other Devices Privacy e oM VE Ring on None Shortcut Keys video Codecs Media Quality Call Automation kg Zero touch device configuration kr Also ring PC speaker Test Devices e Zero touch device configuration Typically leave on When device configuration is on if you change your audio or video device the Softphone will automatically detect the new device and start using it IP Office Softphone User Guide Page 39 IP Office Issue 02c 14 May 2011 4 4 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 USB Device Button Setup x C Media USB Headphone Set 2 Enter a description of the button you are mapping e g Green button 3 On the USB device click the button you are mapping e g Click the green button Button mapping Call Action Device Button Remove OK Cancel IP Office Softphone User Guide Page 40 IP Office Issue 02c 14 May 2011 Configuring Preferences Devices 4 5 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 Preferences a Application ees Alerts amp Sounds Assign global keyboard shortcuts to frequently used functions Privacy Devices Enable Key Combination shortcu
6. Predefined Custom Feature Button Label Feature Code Cancel 2 To use one of the existing IP Office features select Predefined and select the required feature from the drop down feature list Edit feature button Choose a feature to assign to this button Predefined C Custom Button Label nferenceAy CanceAllForwarding Feature ode Feature Code FonwardUnconditionalOn ForwardUnconditonal ff FonvardOnBusyOn FonvardOnBusy Off ForwardOnhlloAnswer n Forward nMo nswerdff 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 IP Office Softphone User Guide Page 32 IP Office Issue 02c 14 May 2011 Dialing Tabs Features 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 Home Sarah e If the number you assign to a button matches the extension number of another user the speed dial button will indicate whether that user is busy or not Configuring a Speed Dial Button 1 To configure a button right click on the button and select Edit Edi speed dal Name John Number 1551 ei show status Cancel 2
7. View Contacts Help Z K a E Enter name or number Y Call 1 la 2lzer 3 om Al a Sumo 6 DI PORS f ww D voz 9 L zl al eec j2 ad bed Le Conf JRedial Spkr Hold Transfer End Call on hold or 13 S H TR E i r rrn SOT EHONE A a Calling Rita Mandez Softphone 5 HR L kel E AVAYA IP Office Softphone with multiple calls in progress a IP Office Softphone User Guide IP Office TP office Sofiphone EXTISODO a sofiphone View Contacts Help Da gd ele Enter name or number Call q ti Call established U Conf 100 ap Other 100 00 01 57 8 Hold dp Fo AVAVA End IP Office Softphone with the same calls merged into a conference Page 22 Issue 02c 14 May 2011 Chapter 3 Dialing Tabs IP Office Softphone User Guide P Office Page 23 IPO Issue 02c 14 May 2011 3 Dialing Tabs There are a set of additional tabs that can be displayed either as part of the main IP Office Softphone display or as separate floating windows IP Office Softphone Joseph Santos So phone View Contacts Enter name or number w Call E ee Ba o 7 VM MGIP Today 5 13 56 2 ge Elm DEF VM MS nen 03 PORS Tum 8 espe jp wz H Gees VM MG Today 4 46 22 e VM MGIP Today 4 46 00 zl ol sl VM MEI Today 4 46 00 cee gt 08
8. 27 H H 263 7 41 H 264 7 41 Hangup 16 Hard Disk 8 Headset Mode 39 HID Device 39 HID Compliant device 40 Hide 13 High resolution 42 History 29 ICE 7 Image Quality 42 Import Contacts 27 L Language 36 Log 29 Login Delay 36 Login automatically 9 Low resolution 42 M Mailbox 22 Make a call 15 Memory 8 Messages 22 Microphone 39 Microsoft Exchange 27 Microsoft Outlook 27 Minimize 13 Move Contact 27 N Network quality 10 Page 45 Issue 02c 14 May 2011 O Operating System 8 Outlook 27 P Phone Ring Device 39 Preferences Alerts amp Sounds 37 Application 36 Call Automation 43 Devices 39 Network 42 Video codecs 41 Processor 8 Profile Bandwidth 9 Edit 27 Programmable buttons 32 Q Quality 10 R Recording folder 36 Rename Group 27 Resolution 42 Resume 15 RFC 2833 7 Ring PC speaker 39 Ringer Volume 39 S Show 13 SIP Account 8 Softphone Login 9 Speaker 39 Speakerphone Mode 39 Start automatically 36 Start Video 21 Stop Video 21 STUN 7 Supervised transfer 19 T Test Devices 39 Transfer Attended 19 TURN 7 U Ungrouped Contacts 27 USB Device Button Setup 40 V Video 17 Call 21 Video codecs 41 Video Image Quality 42 Voicemail 22 Volume Ringer 39 Z Zero touch device configuration 39 IP Office Softphone User Guide IP Office Page 46 Issue 02c 14 May 2011 IP Office Softphone User Guide Page 47 IP Office Issue 02c 14 May 2011 Performance figures and data quoted
9. 6 Auto Answer To turn auto answer off and on in the call panel click and select Auto Answer The icon is shown when auto answer is on IP Office Sofiphone Joseph Santos sofphone View Contacts x Call Wayne Barker Softphone AVAYA 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 gt Preferences gt Call Automation 43 Auto answer is automatically turned off when you shut down 2 9 Handling an Established Call While the call is in progress details of the call are displayed in a call panel IP Office Sofiphone Joseph Sofphone View Contacts Es Enter name or number v cal 1 Call established 00 04 56 e L a Kokila Softphone hoa ap fra AVAYA You can use the icons and buttons within the panel to control the call 8 Change the Volume Click E e Mute the Call Click e Hold the Call Click Hold To take the call back off hold click Resume e Transfer the call Click gt e Add video Click a To switch back to audio only click a e End the Call Click End IP Office Softphone User Guide Page 18 IP Office Issue 02c 14 May 2011 Using the IP Office Video Softphone Handling an Established Call 2 10 Transfering a Call Basic Unattended Transfer Transfer this Call You can transfer a call to any number wi
10. Office Softphone User Guide Page 24 IP Office Issue 02c 14 May 2011 Dialing Tabs 3 1 Contacts Tab The Contacts tab displays your contacts and lets you specify multiple contact methods for them including e Softphone address e Home phone number business phone number mobile phone number Contacts are typically organized into groups The IP Office Softphone includes built in groups Family Friends and Work You can add more groups as desired by specifying a new group name when you add or edit a contact e Add a contact Select this option to add a new contact e Call a Contact Double click on the contact to make a call Alternatively Family right click and select Call or Video Call Kokila Perera e View Details of a Contact oe 7 Click on a contact to view the full details of that contact Rita Santos and select to see your call history filtered around calls to Call or from the contact or select to edit the contact Friends a ECA fideo Call e Edit a Contact Wayne Barker Edit Profile Right click on the contact and select Edit Profile Work View Gall History s Y Delet Contact Click on the down arrow icon to select whether you Joseph ee want the contacts shown in their groups or not and whether to expand or collapse all the groups e When the contacts are shown in their groups the arrow icon next to each group can be used to expand or collapse that group Note The contacts are not identical w
11. Video Call A new call panel will appear and the call is placed immediately Name Carol Walker Number 416 555 9903 IP Office Softphone User Guide IP Office Page 30 Issue 02c 14 May 2011 Create a Contact Dialing Tabs The Directory Tab 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 Name a Number Carol Walker 416 555 9903 Call Frank Chan Homain com Kokila Perera kpererafbdomain com Maurice Dele 604 555 1215 Note KifidomainA e om Joseph Santos Add as Contact DDomain com 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 IP Office Softphone User Guide IP Office Page 31 Issue 02c 14 May 2011 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 Features Configuring a Feature Button 1 To configure a button right click on the button A menu with the button options appears Edit feature button Choose a feature to assign to this button
12. is put on hold Below the call details enter the name or number for the transfer destination and IP Office Sofiphone Joseph Soflphone View Contacts es ee yee Ent ne or Call ESE Enter name or number s Gall on hold pP Wayne Barker wm 6311 x can Cancel AVAYA K 3 Click on Call A call is placed to the transfer destination Resume Call established 6311 Hold Transfer Now we Cancel 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 IP Office Softphone User Guide Page 20 IP Office Issue 02c 14 May 2011 Using the IP Office Video Softphone Transfering a Call 2 11 Handling Video Calls Placing a Video Call You can start a call with video See the table From the Description Dialpad or computer 1 Enter the number or address in the call entry field using the dialpad keyboard or the computer keyboard e 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 IP Office Softphone Joseph X Softphone View Contacts 6 6311 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 Adding Video If you have a camera you can click ff S
13. on my contact list Call Automation Blocked Blocking prevents a person or domain from calling you Enter a number or address Enter a domain 2 9 BadDomain com E gt J amp Block Block Reset to Default Cancel IP Office Softphone User Guide Page 38 IP Office Issue 02c 14 May 2011 Configuring Preferences Privacy 4 4 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 Kg RA Application Devices Alerts amp Sounds Headset Mode Speakerphone Mode Other Devices Privacy Fa Ee speaker shortcut Keys Microphone video Codecs FE Media Quality HID Device None v Setur Call Automation wei Zero touch device configuration Also ring PC speaker Test Devices Preferences Application Alerts amp Sounds Other Devices Privacy Devices Shortcut Keys Video Codecs Media Quality Microphone Mone HID Device None v Seu Call Automation kg Zero touch device configuration kg Also ring PC speaker Test Devices Preferences Application Devices Alerts amp Sounds
14. 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 3 1 1 7 Adding Deleting or Renaming Groups Select any group right click and choose the appropriate menu item Contacts that have no group appear under Ungrouped Contacts You can delete but not rename this group IP Office Softphone User Guide Page 27 IP Office Issue 02c 14 May 2011 3 1 2 Using Contacts To phone the person e Double click the contact to start a phone call e Right click and choose Call If necessary click the desired number e 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 Kokila Perera Ta Softphone 2221234 Edit Profile Call History IP Office Softphone User Guide Page 28 IP Office Issue 02c 14 May 2011 Dialing Tabs Contacts Tab 3 2 History Tab The History tab shows a record of calls that have occurred while IP Office Softphone is running sje Click on the icon to select the type of call records to display in the call history e All All calls of the various types listed below Status Call Date E Received Wayne Barker 11 19 2009 2203 Incoming calls that you have answered
15. the popup alerts to handle incoming calls Select Softphone gt Preferences gt Alerts amp Sounds gt Enable alert displays to switch alerts on or off IP Office Softphone User Guide Page 13 IP Office Issue 02c 14 May 2011 e 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 e _ Minimize to taskbar Minimizes the IP Office Softphone to the Windows taskbar If you exit when the IP Office Softphone is minimized the IP Office Softphone will start as minimized next time e Close the IP Office Softphone To close the IP Office Softphone select Softphone gt Exit e x Speaker Headset Mode Switch between headset and PC speaker modes Voicemail Click to access your voicemail mailbox You need the dialpad visible in order to drive the mailbox prompts Os Missed Calls Shows the number of missed calls records that you have Click to jump to the display of your missed calls history e E Show Hide the Video Window IP Office Softphone User Guide Page 14 IP Office Issue 02c 14 May 2011 Using the IP Office Video Softphone The IP Office Softphone Windows 2 4 Placing a Call IP Office Softphone MGIP 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 s
16. Enter a name and number for the contact 3 1f you select Show status the button will indicate the busy status of the number if it matches an internal extension 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 IP Office Softphone User Guide Page 33 IP Office Issue 02c 14 May 2011 Chapter 4 Configuring Preferences IP Office Softphone User Guide Page 35 IP Office Issue 02c 14 May 2011 4 Configuring Preferences Choose Softphone gt 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 sam Application Application Alerts amp Sounds General Preferences Privacy SE Devices Shortcut Keys G l Launch when Windows starts Video Codecs kA Call immediately once a phone number is selected Display in call buttons on the dialpad Media Quality lua Displey a Call Automation Delay automatic login by 0 seconds KI Bi Button Defaults You can change the behavior for some buttons Select the button and then the action associated with that button Button Call F Default action Call F Reset to Default Cancel IP Office Softphone User Guide Page 36 IP Office Issue 02c 14 May 2011
17. OFTWARE HEREINAFTER REFERRED TO INTERCHANGEABLY AS YOU AND END USER AGREE TO THESE TERMS AND CONDITIONS AND CREATE A BINDING CONTRACT BETWEEN YOU AND AVAYA INC OR THE APPLICABLE AVAYA AFFILIATE AVAYA Avaya grants End User a license within the scope of the license types described below The applicable number of licenses and units of capacity for which the license is granted will be one 1 unless a different number of licenses or units of capacity is specified in the Documentation or other materials available to End User Designated Processor means a single stand alone computing device Server means a Designated Processor that hosts a software application to be accessed by multiple users Software means the computer programs in object code originally licensed by Avaya and ultimately utilized by End User whether as stand alone products or pre installed on Hardware Hardware means the standard hardware originally sold by Avaya and ultimately utilized by End User IP Office Softphone User Guide IP Office License types Designated System s License DS End User may install and use each copy of the Software on only one Designated Processor unless a different number of Designated Processors is indicated in the Documentation or other materials available to End User Avaya may require the Designated Processor s to be identified by type serial number feature key location or other specific designation or to be pro
18. WCONTACIS Tab E 25 3 1 1 Managing Contacts and Groupe 26 3 1 2 Using ee CG 28 32 HISO Tab ee nie 29 3 9 The Directory Tab 30 SAL Features TaD ae i oaEia ias asi atra dus sda 32 8 5 Speed Dial ER E 33 4 Configuring Preferences A A ele e ai dora dad a dao ae Gree DE ee 36 4 2 Aleris amp SOUNAS 2 anne 3 KEEN ee 38 4 4 Devices sauna maniatdsa Rods dns b ais sas assa mania Rad 39 4 4 1 HID Devices USB Device Button Setup 40 4 5 SNOMCUU Keys a 41 Re e BEE 41 4 7 Media QUA ran een 42 4 8 Call AUlomallon snas are 43 Inte E 45 IP Office Softphone User Guide IP Office Contents Page 3 Issue 02c 14 May 2011 Chapter 1 Introduction IP Office Softphone User Guide Page 5 IP Office Issue 02c 14 May 2011 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 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
19. 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 IP Office Softphone User Guide Page 29 IP Office Issue 02c 14 May 2011 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 amp IP Office Small Community Network Hunt Groups Private user Directory 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 A x Name a AndyA Carol Walker Claire Thomas Frank Chan Jean Thibeault Joseph Santos Kevin Agarwal Kokila Perera Matt Maunce Dale Natalia Dvorak Phone a Person Number CACO 416 55 613 555 5 rer PL e a A BR NI 29 fchanfidomain com jfhibeaultibdomain com jsantos DomainA com 604 555 1337 kperera domainA com 5453 604 555 1219 ndvorakiBdomainA com You can phone a person directly from the Directory Right click a directory entry and choose Call or
20. an be configured separately for this action Double click a previous History tab Double click an entry An audio call is placed call Redial Redial button e When the call entry field is empty click the Call button The last number dialed is shown Click Call again to call it e Or click the down arrow in the call entry field and select a recent call 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 3 Click the Call button or press Enter IP Office Softphone User Guide Page 15 IP Office Issue 02c 14 May 2011 2 5 Placing Another Call To place a new call without hanging up on the current call simply place a call 15 in the normal way A second call panel appear below the existing call and the existing call is automatically put on hold IP Office Sofinhone Joseph Santos Sofphone View Contacts Enter name or number Call on hold Resume ei q Call established Wayne Barker Softphone 6140 Hold ap x 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 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 IP Office Softphone User Guide Page 16 IP Office Issue 02c 14 May 2011 Using the IP Office Video Softphone E
21. 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 O calls to you are redirected to your voicemail if available otherwise they receive busy e 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 te aal oa ed ir o Conf Reial pkr Hold Transfer End In Call Control Buttons These button appear below the dial pad when it is shown To show or hide them select Softphone gt Preferences gt Application gt Display in call buttons on the dialpad e View Menu Options The view menu provides the following options e Show Contacts and History Show or hide the Contacts 25 History 29 Directory 30 gt and Features 32 gt tabs e 7 Gf 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 e Always on Top Set the IP Office Softphone to remain on top of other application windows e Zoom Change the size of the text and controls used in the IP Office Softphone windows e id 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 e While minimized to the system tray you can use
22. elected to complete the ka D G amp i name or number Click to clear the entry or Call to make the call Softphone View Contacts Help A Call w You can also click on the down arrow icon and select Call or Video Call Audio call video call AVAYA _ d ez Marks Place Softphone 201 5552458 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 call panel within the main IP Office Softphone window You will hear a ringing tone while the IP Office Softphone attempts to make a connection From the Description How Keying Dialpad or computer 1 Enter the number or address in the call entry field using the keyboard dialpad or the computer keyboard e 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 Contacts or History Drag an entry from the Contacts or History tab If the tab contains previous call tab lots of contacts first search or filter the list Right click a contact or Contacts or History Right click an entry from the Contacts or History tab and choose previous call tab 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 c
23. he IP Office Video Softphone IP Office Softphone User Guide Page 11 P Office Issue 02c 14 May 2011 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 36 2 2 Shutting Down To shut down the IP Office Softphone either select Softphone gt Exit or press Ctrl Q e Note that clicking the aad icon on the softphone title bar minimizes the IP Office Softphone to the system tray it does not exit the IP Office Softphone IP Office Softphone User Guide Page 12 IP Office Issue 02c 14 May 2011 Using the IP Office Video Softphone Shutting Down 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 IP Omce Sofiphone Joseph Santas Softphone View Contacts Help L eg Y E Enter name ornumber Sei Ld lou 4 KL O ABC 2 per 3 Gi muo 6 PORS DN 8 woe J Lo zl oh a LO ma 00 2 cet ie onf Rafia opkr Hold Transfer End ci H Family Friends P Work AVAYA ai e Do Not Disturb Off On This icon indicates whether you have
24. he 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 e display name e entry_id e given name e surname e 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 a pst 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 starts The result is e For an Outlook export the existing pst file is updated to include the entries from the IP Office Softphone contact list If Outlook is open the entries immediately appear in the contact list All information in the IP Office Softphone contact list is exported to Microsoft Outlook Only information that can be displayed in Outlook actually appears in the Outlook Contacts window Typically this means that all softphone addresses are exported and stored in custom fields but not displayed in Outlook e For other formats 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 e To drag one or more contacts to a different group select them and drag to the title bar of the new group e To delete one
25. 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 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 2011 Avaya Inc All rights reserved IP Office Softphone User Guide Page 48 IP Office Issue 02c 14 May 2011
26. ion provides improved quality images necessary for larger displays but requires more network bandwidth kg Limit available resolutions Preferences X Application Media Quality video Quality Audio Quality Alerte amp Sounds Privacy Devices Shortcut Keys Video Codecs Media Quality ei Reduce background noise kyr Automatic gain control Volume Control Call Automation Allow Softphone to control the speaker volume and the Microsoft Windows master volume control Use VC you want the speaker volume to directly control overall volume O Limit maximum volume of Softphone to the Microsoft Windows master setting Use if you play different audio devices on your computer IP Office Softphone User Guide Page 42 IP Office Issue 02c 14 May 2011 Configuring Preferences Media Quality 4 8 Call Automation These settings let you configure how you want auto answer to handle incoming calls when Auto Answer is enabled Preferences a Call Automation Application Alerts amp Sounds f Auto Answer Calls Privacy Auto answer after 3 wV seconds AE i 1 Devices Choose 0 to auto answer immediately Shortcut Keys e Media when auto answer is on Video Codecs Media Quality Auto answer with audio _ Auto answer with audio and video Third party Call Automation Third party call answer media an j Lei Always answer with sudio only G Ans
27. ith the personnel directory on IP Office Access to IP Office personnel directory on softphone is possible through the Directory 30 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 IP Office Softphone User Guide Page 25 IP Office Issue 02c 14 May 2011 3 1 1 Managing Contacts and Groups 3 1 1 1 Adding a Contact Click a or right click a group and choose Add Contact to Group The Contact Profile dialog appears Display as 1 Group Family nn nn nn nn First name j Last name r Contact Methods Softphone Double click action for this contact Home F Work Y i Mobile e Email wl OK Cancel Field Description Contact name Only the Display as name is required This is the name that will appear in the call panel and the Call Alert when this person phones you Group Click to show the list of groups and check each group to add this contact to Contact Methods 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 lt name gt lt domain gt 3 1 1 2 Adding a Contact using an Existing Address 1 You can add a contact by capturing existing information e f you are on a phone call with a person who is not a contact click the Add to Contacts button i
28. lecting 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 IP Office Softphone User Guide IP Office Page 9 Issue 02c 14 May 2011 1 4 Troubleshooting The IP Office Softphone includes three tools for helping you troubleshoot problems e 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 e You can verify that you are successfully connected to the network e 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 Note Audio quali
29. n the call panel e 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 Take the appropriate action e Click Create a New Contact Change the display name and group if desired Click Allow e Click Update an Existing Contact Select a different contact if necessary IP Office Softphone User Guide Page 26 IP Office Issue 02c 14 May 2011 Dialing Tabs Contacts Tab 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 e 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 e A Microsoft Outlook or Microsoft Exchange contact list a pst file e 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 t
30. nding a Call 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 37 gt IP Office Softphone Joseph Sofphone View Contacts S del zn er name or number FERA Incoming call alert for audio only ga Incoming call PE Incoming Call D Kokila Softphone Ka i Kokila Kokila Lo Video Audio es Decline Incoming call alert with video Call panel or Call Click Answer Or press Enter on the keyboard if the IP Office Softphone is the Alert box active application If you are on another call that first call is automatically put on hold You are now talking to the new caller Call panel Click Forward a call entry field appears Enter the name or number to forward to and click Forward Now Call panel or Call Click Decline There will be a busy signal Alert box Call panel or Call The caller wants to include video Alert box Click to answer a video call and start sending your video immediately Call panel or Call The caller wants to include video Alert box l l l l Click to answer without video if you want and if you have a camera you will be able to add video later IP Office Softphone User Guide Page 17 IP Office Issue 02c 14 May 2011 2
31. ne 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 User Guide Page 8 IP Office Issue 02c 14 May 2011 1 3 IP Office Softphone Login The Softphone Login window appears once the IP Office Softphone has been started Profile Im Office Default F Login server 192 166 0 210 Usemame Extn203 Password eme lye Remember login information Minimize to System Tray Log in Bei mmm 1 Enter your user name password and login server into the corresponding fields 2 Select the bandwidth profile for your network Introduction Getting Ready e Use the standard setting Default to let IP Office select the best available transmission rate e Select Low Bandwidth if you are working e g remote or at a location were bandwidth is limited e 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 Se
32. t Keys ge Anewer call CTRL SHIFT ALT video Codecs Media Quality Hang up call CTRL SHIFT ALT H Call Automation Focus Sofiphone CTRL SHIFT ALT F Toggle mute CTRL SHIFT ALT M Redial CTRL SHIFT ALT R 4 6 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 RETO EE A Application Video Codecs Alerte amp Sounds Available Codecs 0 ELS Er BE H 263 1998 H263 Privacy E A AA a H 264 unified Devices Shortcut Keys een Video Codecs Media Quality Call Automation Select a codec from the above lists to view properties Description H 263 Ti Low High 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 IP Office Softphone User Guide Page 41 IP Office Issue 02c 14 May 2011 4 7 Media Quality These settings are used to adjust the IP Office Softphones video and audio operation Preferences Application ee Video Quality Audio Quality Alerts amp Sounds Privacy wei Enable this option if your camera displays video upside down Devices Shortcut Keys Resolution High resolut
33. t s should be construed as granting by implication estoppel or otherwise any license or right in and to the Marks without the express written permission of Avaya or the applicable third party Avaya is a registered trademark of Avaya Inc Allnon Avaya trademarks are the property of their respective owners Downloading documents For the most current versions of documentation see the Avaya Support Web site http www avaya com support Contact Avaya Support Avaya provides a telephone number for you to use to report problems or to ask questions about your product The support telephone number is 1 800 242 2121 in the United States For additional support telephone numbers see the Avaya Web site http www avaya com support Page 2 Issue 02c 14 May 2011 Contents 1 Introduction 1 1 IP Office Application mode 7 12 Getting Ready crcdi 8 1 3 IP Office Softphone Logm sresdecnirasrs n 9 1 4 Troubl amp esh66ling useiaan asien u 10 2 Using the IP Office Video Softphone 2 1 Starting the IP Office Softphone 12 2 2 shUlling DOW erzan en 12 2 3 The IP Office Softphone Wimdows 13 2 4 Placing a TEE 15 2 5 Placing Another Cal 16 2 6 Ge le 8 ilanen ELO Gana magos o desio ata dias 16 2 7 Handling Incoming Cales 17 2 8 AULO ANSWER E 18 2 9 Handling an Established Call 18 2 10 Transfering a Billa 19 2 11 Handling Video Cales 21 e Keier UE 22 2 13 Conference Cales erre 22 3 Dialing Tabs 3 I
34. tart 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 al Start Video Pausing and Resuming Video Click BR Stop Video or close the video window to pause sending your video Click ald Start Video to resume sending your video the video window will open Click Feil to show or hide your video window this does not stop the video IP Office Softphone Joseph Sofiphone View Contacts Help e dei d Call established 00 01 50 H D Kokila Video u Softphone a Hold Bi Y Ena u et IP Office Softphone User Guide Page 21 IP Office Issue 02c 14 May 2011 2 12 Voicemail You can click the ka 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 Dialpad icon if the dialpad is not already displayed 2 13 Conference Calls Starting a Conference Call You can conference 2 separate calls together once both calls are established 16 In the current call click on and select Merge Calls or in the dialpad click on the Conf button if shown IP Office Softphone 5000 x oofiphone
35. the availability of the linked pages Warranty Avaya provides a limited warranty on this product Refer to your sales agreement to establish the terms of the limited warranty In addition Avaya s standard warranty language as well as information regarding support for this product while under warranty is available to Avaya customers and other parties through the Avaya Support Web site http www avaya com support Please note that if you acquired the product from an authorized Avaya reseller outside of the United States and Canada the warranty is provided to you by said Avaya reseller and not by Avaya Licenses THE SOFTWARE LICENSE TERMS AVAILABLE ON THE AVAYA WEBSITE HTTP SUPPORT AVAYA COM LICENSEINFO ARE APPLICABLE TO ANYONE WHO DOWNLOADS USES AND OR INSTALLS AVAYA SOFTWARE PURCHASED FROM AVAYA INC ANY AVAYA AFFILIATE OR AN AUTHORIZED AVAYA RESELLER AS APPLICABLE UNDER A COMMERCIAL AGREEMENT WITH AVAYA OR AN AUTHORIZED AVAYA RESELLER UNLESS OTHERWISE AGREED TO BY AVAYA IN WRITING AVAYA DOES NOT EXTEND THIS LICENSE IF THE SOFTWARE WAS OBTAINED FROM ANYONE OTHER THAN AVAYA AN AVAYA AFFILIATE OR AN AVAYA AUTHORIZED RESELLER AND AVAYA RESERVES THE RIGHT TO TAKE LEGAL ACTION AGAINST YOU AND ANYONE ELSE USING OR SELLING THE SOFTWARE WITHOUT A LICENSE BY INSTALLING DOWNLOADING OR USING THE SOFTWARE OR AUTHORIZING OTHERS TO DO SO YOU ON BEHALF OF YOURSELF AND THE ENTITY FOR WHOM YOU ARE INSTALLING DOWNLOADING OR USING THE S
36. thout first speaking to the other person 1 While connected to the call that you want to transfer click on the transfer icon IP Office Softphone Joseph Sofiphone View Contacts o q as ge pg EE Enter name or number T Call q d bz W L K Call established 00 00 08 Wayne Barker Softphone 2224567 AVAYA 2 The call is put on hold Below the call details enter the name or number for the transfer destination and IP Office Softphone Joseph Soflphone View Contacts O ES ter name or nut w Call BIN Enter name or number Y Wie Gall on hold Wayne Barker 2 Softphone 2224567 6311 ei ca oer 3 Click on Transfer Now A call is placed to the transfer destination IP Office Softphone Joseph Softphone View Contacts Mi Enter name or number ie Transfer calling 6311 4 To complete the transfer without waiting for the call to be answered click on End IP Office Softphone User Guide Page 19 IP Office Issue 02c 14 May 2011 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 IP Office Softphone Joseph Sofphone View Contacts Eu eaae aeaee a ri SS Enter name or number v Cats Call established 00 00 08 Wayne Barker Softphone 2224567 AVAYA Ki 2 The call
37. tion 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 IP Office Softphone User Guide Page 7 IP Office Issue 02c 14 May 2011 1 2 Getting Ready SIP Account Information You will need the following information e User name and password e Login Server IP Office If you have not been provided this data please contact your IP Office administrator for the details System Requirements Processor e Minimum Pentium 4 2 4 GHz or equivalent e Optimal Intel Core 2 Duo or equivalent Video Card with DirectX 9 0c support Memory e Minimum 1 GB RAM e Optimal 2 GB RAM Hard Disk Space e 50 MB Operating System e Microsoft Windows XP Service Pack 2 Microsoft Windows Vista 32 bit and 64 bit arch Microsoft Windows 7 Additional Microsoft Windows Installer 3 1 Microsoft NET 3 5 SP1 Microsoft VC 9 0 Runtime Service Pack 1 Note that the installer will take care of installing those if you do not have them Connection e P network connection broadband LAN wireless Sound Card e Full duplex 16 bit or use USB headset e 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 micropho
38. to them is available on the Avaya Support Web site http support avaya com Copyright Preventing toll fraud Toll fraud is the unauthorized use of your telecommunications system by an unauthorized party for example a person who is not a corporate employee agent subcontractor or is not working on your company s behalf Be aware that there can be a risk of toll fraud associated with your system and that if toll fraud occurs it can result in substantial additional charges for your telecommunications services Avaya fraud intervention If you suspect that you are being victimized by toll fraud and you need technical assistance or support call Technical Service Center Toll Fraud Intervention Hotline at 1 800 643 2353 for the United States and Canada For additional support telephone numbers see the Avaya Support Web site http support avaya com Suspected security vulnerabilities with Avaya products should be reported to Avaya by sending mail to securityalerts avaya com Trademarks Avaya and Aura are trademarks of Avaya Inc The trademarks logos and service marks Marks displayed in this site the documentation s and product s provided by Avaya are the registered or unregistered Marks of Avaya its affiliates or other third parties Users are not permitted to use such Marks without prior written consent from Avaya or such third party which may own the Mark Nothing contained in this site the documentation s and produc
39. ty 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 login into 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 gt Preferences gt Network tab Also try to use the H 264 Codec instead of H 263 if possible for settings please see Network 4 and Video Codecs Ai 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 IP Office Softphone User Guide Page 10 IP Office Issue 02c 14 May 2011 Chapter 2 Using t
40. using IP Office Wayne Barker 11 19 2009 2 38 SEENEN Wayne Barker i 37 36 e a Dialed Outgoing calls you have made using IP Office Joseph 111972009 2 11 34 ee SH SS Kokila Perera 11 19 2009 12 032 cs sm e ZE Missed Call 01 55 PM Incoming calls that have alerted your IP Office Wl 56 43 PM Softphone but were not answered using IP Office Video Call Softphone Add as Contact e The 6 icon appears in the main IP Office Softphone window to show when there are missed Delete All Calls calls in the call history It also shows the number of missed calls Clicking on the icon will display the History tab Delete Managing the Lists of Calls You can right click on an entry in a list to e Call e Video Call e Add as Contact e Delete e Delete All Phoning from History You can e Right click on an entry to place a call to this person using the contact method that was used for this call e You can double click to place an audio call e Place a call to this person and add them to a conference call that is in progress e Allow the request and update the contact to allow the person to see your presence This option is selected for you if you already have a contact with this SIP address but you were not previously sharing presence with this person 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
41. vided by End User to Avaya through electronic means established by Avaya specifically for this purpose Copyright Except where expressly stated otherwise no use should be made of materials on this site the Documentation s and Product s provided by Avaya All content on this site the documentation s and the product s provided by Avaya including the selection arrangement and design of the content is owned either by Avaya or its licensors and is protected by copyright and other intellectual property laws including the sui generis rights relating to the protection of databases You may not modify copy reproduce republish upload post transmit or distribute in any way any content in whole or in part including any code and software Unauthorized reproduction transmission dissemination storage and or use without the express written consent of Avaya can be a criminal as well as a civil offense under the applicable law Third Party Components Certain software programs or portions thereof included in the Product may contain software distributed under third party agreements Third Party Components which may contain terms that expand or limit rights to use certain portions of the Product Third Party Terms Information regarding distributed Linux OS source code for those Products that have distributed the Linux OS source code and identifying the copyright holders of the Third Party Components and the Third Party Terms that apply
42. wer with video if incoming call is a video call e Auto Answer Calls These settings are used when you have selected auto answer 18 in the IP Office Softphone call panel IP Office Softphone User Guide Page 43 IP Office Issue 02c 14 May 2011 Index A Add Contact 26 Contact from history 29 Group 27 Add as Contact From directory 30 From history 29 Add to Contacts During a call 26 Alert Sounds 37 Alerts amp Sounds 37 Answer 17 Auto Answer 18 43 Application 36 Attended Transfer 19 Audio quality 10 Audior 17 Auto Answer 18 43 Auto launch 36 Automatic device selection 39 Automatic login Delay 36 Automation 43 B Bandwidth profile 9 Button features 32 Button Setup 40 C Call Answer 17 Attended transfer 19 Conference 22 Decline 17 End 16 Forward 17 Make 15 Transfer 19 Video 21 Call Automation 43 Call Log 29 Camera 39 Codecs 41 Conference Calls 22 Contact Add 26 Delete 27 Edit 27 Move 27 Profile 26 Contacts 25 Export 27 Import 27 Ungrouped 27 D Decline 17 Delay automatic login 36 Delete Contact 27 Group 27 History 29 Device selection 39 IP Office Softphone User Guide IP Office Index Device Setup 40 Devices 39 Dial pad Hide 13 Directory 30 Disk Space 8 Drop 16 E Edit Profile 27 Enable Alert Displays 37 Enable sounds 37 Endacall 16 Excel 27 Exchange 27 Export Contacts 27 F Features 32 Forward 17 G G 711 7 G 723 1 7 G 729a 7 Group Add 27 Delete 27 Rename
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