SoftalK™ User`s Manual - Packet8
Contents
1. Audio Only All Features Minimum Optimal Minimum Optimal Processor Intel Pentium ll Pentium III9 Intel Pentium III Pentium 49 400 MHz or 1 3 GHz or 700 MHz or 2 0 GHz or equivalent equivalent equivalent equivalent Memory 128 MB RAM 128 MB RAM 256 MB RAM 256 MB RAM Hard Disk Space 15 MB 30 MB 30 MB 30 MB Operating System Windows 2000 Windows 2000 Windows XP Windows XP Connection IP network connection Dial up broadband LAN and wireless Sound Card Full duplex 16 bit Multi media Device Requirements Since Packet8 Softalk is a software application both speakers and a microphone are required to make calls Any of the following configurations are acceptable m External speakers and microphone m Dual jack multimedia headset m Built in microphone and speakers m USB multimedia headset m USB phone Calls made with Packet8 Softalk will work without a video camera but one is necessary to allow other callers to see a caller s image Packet8 Softalk will work with most USB video cameras Chapter 2 Installing Packet8 Softalk Installing Packet8 Softalk Installing Packet8 Softalk is straightforward and follows typical software installation procedures Follow the instructions below for a Windows installation of Packet8 Softalk L Exit any software applications that use sound such as CD and media players 2 Run the setup executable file This file will typically be cal2. 22 Chapter 3 Account Settings The Privacy Management Window The Privacy Management allows you to customize the way in which contacts can reach them Click a at the top of the Softalk phone and choose Privacy Management The Privacy Management window appears Privacy Management Phone Number 11235555555 15555551212 Figure 15 Privacy Management Window Adding Phone number L Click Add The Add new privacy management dialog box appears 2 Complete the dialog box If you click Add rule for a person enter a phone number The new name is added to the Privacy Managment list with all groups setto Yes or No Add new privacy rule Rule Status 9 Add as blocked O Add as allowed Figure 16 Add New Privacy Rule Window Changing Settings To change the settings for an existing name click in the cell you want to change the value changes for example from No to Yes 23 Chapter 3 Window Controls Deleting an Entry Click on the entry and click Delete The entry is immediately deleted You can also ban a person in the Received Dialed or Blocked list Right click on the name and choose Ban this Person The About Window Right click the main Packet8 Softalk graphic and from the drop down menu choose About This will show what version of Packet8 Softalk is running Window Controls At the top of the Softalk keypad are the Help Hide in System Tray and Exit buttons see Figure 1 Depending on
3. Exit Ctrl q Redial Ctrl r Send to Voice Mail Ctrl s Paste Ctrl v Chapter 6 Application Hot Keys Function Keyboard Shortcut Inc Dec Speaker Volume Up Down Arrows Inc Dec Microphone Volume Right Left Arrows Packet8 Softalk Troubleshooting The following is a guide to troubleshooting various issues that may arise when using the Packet8 Softalk The solutions to common problems are explained in detail Audio Problems This guide assumes that your computer s sound and video system are working normally There are several factors that may affect sound quality when using Packet8 Softalk These include the quality of the network connection network device quality and headset model Some of the common problems experienced are given below along with some useful tips on how to minimize their effect Audio Contains Pops at Loud Points in Voice Popping sound is a symptom of over modulation Ask the other caller to decrease their microphone slider and or adjust the microphone gain Audio Contains Bothersome Background Noise Significant background noise can be due to the level of the silence threshold Have the other caller adjust their silence threshold which they can do by clicking on a and select Options Devices 38 Appendix A Audio Problems Audio Sounds Choppy in a Conference Poor conference audio may be caused by upload bandwidth limitations For example some sites have 1 M
4. Hold Do not disturb Call ignore Send to voicemail Redial 2 lines Chapter 1 How does Packet8 Softalk Work m Managed contact list importing and exporting contacts between Softalk and other applications m Call history list of received missed dialed and blocked calls m Keyboard shortcuts for most major functions m SIP compliant m STUN TURN amp ICE NAT traversal m Packet8 Softalk supports the following audio codecs G 711u G 711a G 729 iLBC m Packet8 Softalk supports the following video codecs H 263 H 264 How does Packet8 Softalk Work Instead of phoning over traditional telephone networks Packet8 Softalk calls are made over computer networks through an Internet service provider or a local area network LAN This breakthrough in telecommunications is called Voice over Internet Protocol VoIP or Voice over IP Calls made anywhere in the world to similar Internet based telephones are generally free while calls made to traditional telephone systems can be much cheaper than typical long distance and international rates Voice quality for conversations using VoIP technologies can greatly exceed traditional telephone services Packet8 Softalk uses the Session Initiation Protocol SIP for session signaling and the International Telecommunications Union ITU codec standards for voice and video G 711 iLBC G 729 H 263 H 264 Installation Minimum System Requirements
5. eee cece cee eee teen eect nent een eeeeeee 10 Dial Pad Controls 5 uhren eee ean ceeds RUE shaw deals etal e a ona ae 10 Microphone and Speaker Adjustment 0 cece eee cece ee ence eenees 10 SOMA MISI svceieroeidudsigadeacecdaayenaoviaaeeiacdu PETER PE dba qu Pa 11 ODLUOTIS c uonctosfesvebenerbesetpbest cunie E Na Ge vag BO od View EO neam UO e Ne 12 Account Settings uecro E E e E EE E ROI CREDERE IP RF KU P a as 20 ACCOUNTS 2552 ede Dep APPS RU RUF E PeLROPUC RU IU NE PE e nbe ee AU ND PIRE e dcus 20 Setting up for Security outside of Softalk cece cece eee eee eee 21 Setting up for Security within Softalk 4 4 5 2 deer rr rr rh rr mes 22 The Privacy Management Window sees 23 The About Window 2 cece e cece cece rece cence ee heme 24 Window Controls 1 eee eee e Rh ex ER REED cep ea edad bags Ree 24 Controls within Packet8 Softalk for Windows se eee eee e eee eee 24 Chapter 4 Advanced Calling Features eeeeennn n n n n nnn 25 Calc Snferenelb 1n aia ctl capaci Pd PC D eie Cac e OD aO e e RO GE do 25 Starting a Conference Call 1 escis ce en o ya yh ee RR Rhen 25 Removing a Caller from the Conference esee 26 Adding a caller to the conference from the Contact Drawer 26 Contents Do Not Disturb Joco Erro pP RR ERE ER ITEereEVO ERVUPEPE TREES 26 AUTO ANSWEP i lssss esse la qe ga Era vende a ARE DONE Ra RE RrePi dade
6. m Setup Softalk to bring the softphone to the front automatically when a call comes in m SetupSoftalkto display the Call Alert box below when a call comes in either always or only when Softalk is not visible Softalk Ix Incoming cal from John Smith G Answer WR ignore Figure 9 Call Alert box 14 Options General Device Options Headset Soesker device x Microphone device Logitech Mic Cormurscale STX v v use scoustc echo cancelanon AEC V Use mute gain enntred AGC use noise reducton 2peskerphone Speaker device Nune Mroghune device Nune v Use acoustic echo canceflation AEC iv Use auto gari contol AGC V Use nose reduction Rang Dee Speake deve SomaTel C Mager Auda Speaker volume Camera Camera Log ech QuickCam Comrmrnale STX o J _Cances Figure 10 Device Menu Field Description Headset Speaker device Change these fields only if you want to override the device selected by zero touch device configuration Microphone device In both these fields select the headset you are using The headset is the device that is usually used for audio out the sound you hear and audio in recording your voice The only situation in which the headset is not used is when the Speaker Phone button on the dialpad is pressed Therefore unless you will always be using Softalk in speakerphone mode you must make a selection here Select the headset in
7. Creste Usemame Cancel Login Figure 2 Log In Dialog Box When finished entering all of the information click Log In If all required information is saved Softalk will attempt to login to the Packet8 s network indicated by a Logging in message in the call status screen IMPORTANT When the message Ready Your Softalk Number 1 XXX XXX XXXX appears in the call status screen then Packet8 Softalk is ready to make and receive calls If You see the message Login failed then they failed to login successfully and will not be able to make or receive calls For such cases refer to Appendix A Packet8 Softalk Troubleshooting of this document which includes tips for this and other potential softphone problems Placing a Call As mentioned in the previous section Packet8 Softalk is ready to make or receive calls once you see the message Ready Your Packet8 Softalk Number in the call status screen There are several ways to enter a phone number in Packet8 Softalk You can click the digits of Packet8 Softalk s on screen numeric keypad or you can enter the numbers letters directly from your computer s alphanumeric keyboard Notice that when you begin to enter a number Line 1 is automatically selected as the line in use for that call as shown in Figure 3 below If at any point you enter erroneous digits click the Clear button within the dial pad or press Backspace button on the computer keyboard to make
8. Diagnostic Log Packet8 Softalk writes diagnostic information to a log file You can view this log file by pressing F9 on their keyboard The log is rather cryptic but when having difficulties with Packet8 Softalk it may become necessary for the user to e mail the log to their technical support representative a Diagnostics 45 Event meaaage summary Subscription State active c application simple message summar User Agent PackerS 1 1 32 MBI eSLEE O 12 32 v SIP 2 0 UDP 63 209 0 75 5050 branch z9ShG4bKaFKGaDxvsDb6 SI Record Route sip ayRaOSvtOWhnS3iyBhyODaNcXGhP63 209 0 75 505 Hessages Vaiting no VoiceMail 0 0 0 0 19 21 37 0 SENDING TO 63 209 0 75 5050 1P 2 0 200 OK Vin SIP 2 0 UDP 63 209 0 75 5050 branch r9hGC4bKaF KGaDyxvaBb6 Via SIP 2 0 TCP 63 209 0 75 5075 branch z9hG4bKaate 3mcbq Ya Record Route sip ayRaOSvtOWhnS3iyBhyODaNcXGhP63 209 0 75 505 Contact lt 91p 035300098 192 64 19 225 12336 gt To 4 1p 035J300098castellane pa cketO pilot net tagecO4dbc ob From sip 03530009PRcastellane pscket8 pilot net tag agiz6dTS Call ID 25223h628a70583238 TFQxMbc CSeq 336702024 NOTIFY User Agent Packet 3oftalk release 970048 stamp 25821 Content Length Figure 9 Diagnostic Log 40
9. button at the bottom left of the keypad to mute the phone Toggle the button once more to take the phone off mute 10 Softalk Menu Packet8 Softalk includes a Softalk menu that allows you to quickly access the following features m Settings Settings control the way that you work with Softalk See Options General Application on page 13 m Open Dialgnostic Log Customer support may ask you to pen this log if you are experiencing problems with Softalk For information see Options Advanced Diagnostics on page 19 m OpenDiagnostic Folder Customer support may ask you to pen this log if you are experiencing problems with Softalk For information see Options Advanced Diagnostics on page 19 m Privacy Management See The Privacy Management Window on page 23 m Log in This is where you login to your new Softalk or exisiting account m Help This menu item takes you to http www packet8 net support faqs m About Shows the version of Softalk m Exit To exit Softalk To launch the dial pad Softalk menu by clicking a at the top of the Softalk phone or right click anywhere over the on screen dial pad see figure 6 Privacy Management Open Degnostc Log Figure 6 Menu The Diagnostic Log contains important network and protocol information that may be useful for troubleshooting various issues For more on this see Packet8 Softalk Troubleshooting in Appendix A 11 Cha
10. corrections When you enter a phone number you will receive prompts for completing that number as shown in Figure 3 To enter the rest of the number as suggested hit the Tab key on the computer keyboard to enter the remaining digits Cam P BEDS i T S g e Figure 3 Dialing a Number When you are finished entering a number click the green telephone icon button on Screen or press Enter on the computer keyboard to dial As with a traditional telephone you will hear ringing as Packet8 Softalk tries to access the remote caller At this time you also will also see the message Ringing in the call status screen When the remote caller answers you should hear him her and see the message Call Established in the call status screen Chapter 3 Placing a Call You can also place a call by clicking on an available on screen line button and dialing the appropriate number Conference calling is covered in Call Conferencing of this document How Description Keying L Ifyou start to enter a name and the Turn Letters feature is on then these letters are converted to numbers Press Clear then press spacebar and try again See Options General Application on page 13 for details on the Turn Letters feature 2 Click or press Enter Partial keying As you key in an entry a suggestion for completing the entry may appear Press Tab to accept the suggestion Then click
11. on your security settings For information on the current security settings see Encryption on page 9 m lfanencrypted call is established the 3 icon appears on the Call display This icon indicates that the call is guaranteed to be secure between you and your proxy and may or may not be secure beyond that first hop See Encryption on page 9 for more details on how encryption works m Ifan unencrypted call is established the unencrypted icon gj appears m Ifthe call cannot be established with the specified security the call will fail Ending a Call As with traditional phones softphone calls are brought to a close when either the Packet8 Softalker or the other caller hangs up You can end an active call by clicking the on screen amp Hangup button When a call has ended the message Hung up will appear in the call status screen After a call has ended details of the call such as the length of the call and the caller ID will remain in the call display To clear the display click the Clear button Redial To redial a number click the Redial button within the on screen dial pad Answering a Call Packet8 Softalk must be enabled to answer incoming calls When you receive a new call a ring tone will sound over the computer s configured speaker device You will hear the softphone ringing from whatever device e g headset USB phone If the Softalk is hidden behind another window or minimized the application
12. Network Options etri Comecnan Sern Please select the speed of yuur network connection 7 Quai up or ISON show Gable OSL er ADSL Fast cable DS or ADSL 12 kx Local eres network LAN O Preserve bandwedth dur To silence periods Cal Inactivit 7 Automatically hang up cais after 300 7 seconds of martuity in me4 of network Gsrupton Figure 11 Advanced Network Menu Field Description Network connection Complete this field only if you have disabled zero touch bandwidth speed detection Select the type of network connection for your computer Preserve bandwidth When this feature is on Softalk stops sending audio when you are not talking When this feature is off Softalk always sends audio which uses more bandwidth but may result in better call quality Typically off However if you are using a slow dial up or ISDN connection you may want to turn it on Call inactivity When this feature is on Softalk automatically hangs up a call when it detects the specified period of inactivity In other words if you are on a call and the call gets disconnected the call session ends because of network problems rather than because of one of the parties hanging up then Softalk ends the call after the specified period Typically on 18 Chapter 3 Options Options Advanced Diagnostics Options Ensbie eqnostic looang Figure 12 Advanced Diagnostics Menu This
13. Packets Seftalk Calls amp Contacts Detach Contacts Y a x Name Family Friends f3 work Lj John Smith sjeo s1561u02 Ff COUNTERPATH _ Firmware version 1 5 and later Revision 1 5 Contents Chapter T1 Introduction dussqasivases usuawebasquarsAdsRRRabrdbxASAWE AR REPE 1 What is Packet8 Softalk o 0 ciisseacasticaddinoda EA ADR REA RA R4 IR CER RE Ea EA 1 How does Packet8 Softalk Work 1 sese ek eere ee eh e er hey hn 2 Chapter 2 Mallat as dxsci of vig vhs xXEMERVRERAAEEEREERREEEEKERKU eit 3 Minimum System Requirements 0 cece cece eee n nen 3 Multi media Device Requirements 0c cece eee eee eee nn 3 Installing Packets Softalk o ious oca kk EERRZQEXART ERREUR Rd VEO Ua Dead uad s 4 Uninstalling Packets Softalk 5 4 t ced ree e koh V cR CRI ORO RA CR oh 4 Starting PacketB Softalk aa iie equ sd aqua ed E Cqe Eee RAN ARR ERATES RAN AV pa ea 4 Chapter 3 Using Packet8 Softalk 1 saeeuueu aan RRRRER HERES RR REA 5 The Key Pad ze titan v crea les det orate ede ae x aep RE E np re ied 5 Bef r amp Making a all zuccauesessoiessiies haad Mri o Nan EN ADU X EE vad Ges 6 Things to Keepin Mind 0 eee ccc eee I 6 LOGGING IN susite T UT 6 Placing 2 Call ETE 7 ENC PUOM EET 9 Endirig a Call iiv eo er xTM RA HERE UH RUE Enti eR dM 9 REGIA rr 9 Answering a Calli etessuttbs sey NE EET Yen Exe MERKEN EDEN EE ERA ME A wae 9 Placing a Call on Hold 2
14. To drag a contact to a different group select it and drag it to the new Group name m Todeletea contact right click the contact and choose Delete The contact is removed from this group 30 Chapter 5 The Contact Wing Contact Properties Dialog Box L Enter the desired information 2 When you click OK the contact is added to the specified group or groups with the specified primary contact method displayed in the list Contact Properties Dialog Box Field Description Name Complete as desired Display as Required This is the name that will appear in the Call display and the Call Alert when this person phones you Group s Either m Choose one group m Click Select More and select several groups The new contact will be added to each group m Create anew group by clearing the field and typing in a new name The new contact will be added to this new group m Clearthe displayed group in order to add the contact to No Group Contact Information Enter as many contact information as you want If necessary change the primary Contact Information Importing Contacts You can import a contacts list from m Acomma separated file Use this method to import from a Microsoft Excel 9 file You will first have to set up the file see below m A Microsoft Outlook or Microsoft Exchange contacts list a pst file m A vCard file vcf file A vCard is an electronic business card that is ofte
15. articipant about the three way call click the CONF button see The Key Pad to include all callers in the conversation 3 To end a three way call click the CONF button again to place both callers on hold At this point no participants can speak to one another 4 You can then talk to each caller individually by selecting the appropriate line 25 Chapter 4 Do Not Disturb Removing a Caller from the Conference To remove a caller form an existing conference call complete the following steps L Place the conference on hold by clicking the CONF button 2 Select the line of the participant who wishes to leave the conference 3 Say good bye to the participant then click the Hangup button 4 Click the CONF button once more to re establish the conference NOTE A caller may leave the conference on their own by hanging up Their line will then appear as inactive and the rest of the conference will be unaffected Adding a caller to the conference from the Contact Drawer You can also add a person from your Contact list to a conference call by right clicking their name in the Contact drawer and selecting Conference in caller s name Do Not Disturb Packet8 Softalk allows you to use Do Not Disturb mode When Softalk is set to this mode all incoming calls will be sent to voicemail or be given a busy indication Do Not Disturb is toggled on off by clicking the on screen DND button Auto Answer Packet8 Softalk allows you
16. as 26 Flashi TEETEE TET 26 Speakerphone 4 ances cases eani hae eeu ea ix e RR tends Ri S eR RR RO 27 Call RECOFG R T 27 VOICEMAIL conse T 27 Chapter 5 The Wings amp Settings Menu enn n n nn 28 The Contact WING eere eR pO Rer RR IO asi RN UERE EE IE E E Ri 28 Managing Contacts cece cece cece eene ene 29 Managing the Lists of Calls 422 uso aont don rona e qb RR ORRRA UEBER Dd os 33 The Video Wing oc node tU bee ren rere ety ew ro E eer ree pa Pa ey E 35 Chapter 6 Application HotKeys nnn n nmn 36 Packet8 Softalk Troubleshooting enn n n n nnn 38 Audio Problems eel ne ot re sewer ree e E eee pXREEO S honey de Ner P e ond vee 38 What is Introduction Packet8 Softalk Packet8 Softalk is a software telephone also known as a softphone with all of the features of traditional business telephones including hold transfer and conferencing Packet8 Softalk also has video calling and messaging capabilities The following is a partial list of features available and specifications in the Packet8 Softalk softphone Call record Acoustic echo cancellation Message waiting indicator Audio amp video tuning wizard Touch tones Call forwarding 3 caller audio amp video conferencing Speakerphone Caller ID Call timer Mute Direct IP calling Speed dial
17. both the Speaker device field and Microphone device field Use acoustic echo Reduces the echo effect that can arise with a speakerphone or that cancellation AEC can arise if the sound from the speakerphone or headphone leaks into the microphone Turning this feature on improves sound quality Typically on 15 Chapter 3 Options Use auto gain control AGC Automatically adjusts the microphone volume level so that the other party does not hear the distortion that might be caused by too high a microphone input or too low volume due to too low input level Typically on Use noise reduction Automatically attempts to remove background noise Typically off for the headset Speakerphone Speaker device Change this field only if you want to override the device selected by zero touch device configuration see page 24 Make the appropriate choice m Select the device that you want to use for audio out the sound you hear when the Speaker Phone button is pressed Make sure you select a speaker device not the headset m Select None if you do not have a speaker phone The Speaker Phone button on the dialpad is disabled Microphone device Change this field only if you want to override the device selected by zero touch device configuration Make the appropriate choice m Select the device that you want to use for audio in recording your voice when the Speaker Phone button is
18. bps download bandwidth but only 128 kbps upload bandwidth Under such conditions try multiple hosts for the conference Poor Sound Poor or scratchy sound is a symptom of a problem with network connections or a faulty network card The following issues could contribute to poor sound quality m There may be packet loss on the IP network Check the network performance latency and throughput A 200 millisecond round trip latency as determined from a ping should deliver good audio quality m Older network devices may have performance problems Make sure to use the latest driver Audio Contains an Echo The following tips may be useful for reducing echo heard during the conversation m Try using a headset with plugged into the sound card Another suggestion is to use a USB enabled headset which bypasses system sounds by acting as its own sound device m If using a boom type headset note that some boom headsets can create feedback between the boom microphone and the headset earpiece m The microphone balance is not muted in the playback section of Windows audio controls When configuring sound examine the volume control setting m Echo will occur if the user s microphone can pick up sounds coming from the speakers used for the softphone call when not using an integrated headset m The microphone level might be too high or the amplifier might be turned on in the generic Windows audio controls 39 Appendix A Audio Problems
19. ct certificates are not in place or if the other party does not accept encrypted calls the call will fail Softalk will only accept INVITEs that are for encrypted calls If Softalk receives a call INVITE that is not encrypted the call will be rejected and will be placed in the Blocked list in the Calls amp Contacts drawer Prefer to make and accept encrypted calls Softalk will place all calls with TLS The call INVITE will specify SRTP media encryption If the correct certificates are not in place or if the other party does not accept encrypted calls the call will fail Softalk will then place the call without encryption Softalk will accept INVITEs for both encrypted and unencrypted calls Make unencrypted calls accept all calls Softalk will place only unencrypted calls If the other party does not accept unencrypted calls the call will fail Softalk will accept INVITEs for both encrypted and unencrypted calls Do not allow encrypted call Softalk will place only unencrypted calls If the other party does not accept unencrypted calls the call will fail Softalk will only accept INVITEs that are for unencrypted calls If Softalk receives a call INVITE that is encrypted the call will be rejected and will be placed in the Blocked list in the Calls amp Contacts drawer Setting up for Security within Softalk The options for media encryption are described in the following table
20. he contents This group is currently expanded to show the contents At least one call is an unanswered call 0 33 Chapter 5 The Contact Wing This call was answered This call was missed unanswered You can select a list and click Calls in order to m Delete all entries from the list You can right click on an entry in the Received or Dialed list to m Ban this person This person will not be able to send you phone calls You can change these privacy rules at any time see Managing Contacts on page 29 m Delete the call m Add to contacts The Add Contact dialog box appears Complete the dialog box and press OK For more information on the fields see Managing Contacts on page 29 Privacy Management Accounts castela ee packet 4xoL net d 140862738337 Figure 20 Privacy Management Window You can allow or ban another person from contacting you You can also ban a person in the Received Dialed or Blocked list Right click on the name and choose Ban this Person 34 The Video Wing To bring up the Packet8 Softalk Video wing click on the black button toward the extreme left edge of the main graphic display My Aceount Calls amp Contacte TDPetach AlContacis Y E o A x s Name Y 5 C Family xd Friends o g Qj bhn fmm Y Figure 21 Video and Contact Wing Open To start video click the Start Video button at t
21. he entries from the Softalk contacts list If Outlook is open the entries immediately appear in the Contacts list All information in the Softalk contacts 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 SIP addresses are exported and stored in custom fields but not displayed in Outlook For other formats a new file of the specified type is created 32 Chapter 5 The Contact Wing Calls Tab Calls amp Contacts PReattach X m e Calls X Missed Calis Anonymous eu CellPhone CA Received Calls Dialed Calis Blocked Incoming Calls a Sepo ce Figure 19 Calls Tab Detached There are three lists that show calls you have made and received m Missed Calls incoming calls that you missed m Received Calls incoming calls both answered and missed m Dialed Calls outgoing calls both answered unanswered and hung up m Blocked an incoming call will be blocked rejected if it is from a person you have banned or if it is does not match the security option you have specified Managing the Lists of Calls You can open and close each list to show or hide its contents Icon Meaning This group is currently empty There are entries in this group There are calls in this group and at least one is an unanswered call 6 This group is currently expanded to show t
22. he top of the screen You will see your own image at the bottom and image s of the other caller callers at the top Packet8 Softalk allows you to pre set your softphone to Auto Video mode When the Packet8 Softalk is set to this mode Packet8 Softalk enable video automatically when a call is established To enable Auto Video simply click on the AV button on the top of the Video Wing To configure a video camera click the Video Tools i button The options available depend on the type of camera being used For more information please refer to the appropriate camera manufacturer s documentation You can close detach and reattach the Video wing in the same manner as they would for the Contact wing NOTE A webcam is required in order to send video However you do not need one to receive video 35 Application Hot Keys Packet8 Softalk includes a number of keyboard shortcuts available for many of its functions A list of these is shown in the table below Function Keyboard Shortcut Select Line 1 F1 or Ctrl 1 Select Line 2 F2 or Ctrl 2 Settings Dialog F8 or Ctrl 8 Diagnostic Window F9 or Ctrl 9 Toggle Letters to Digits Space bar Auto complete number to dial Tab Clear Backspace Dial Enter Auto Answer AA Ctrl a Do Not Disturb DND Ctrl d Hang up Ctrl h Call Ignore Ctrl i Mute Ctrl m Conference Ctrl n Hold Ctrl o
23. ification will already be installed Procedures for the exchange of certificates are outside the scope of this documentation The certificates must be stored on the Softalk computer in the root certificate store Setting up the root certificate on your computer ensures that the connection to the proxy is TLS secure the first hop Any proxy in the chain between you and the caller that does not support TLS may cause an insecure link in the chain Therefore if the other party is outside your domain you cannot be completely sure that the call is secured at the signaling level which means that you cannot be sure that it is secured at the media level When a call with both signaling and media encryption is established Softalk displays the encryption icon j This icon indicates that the call is secure between each caller and their proxy first and last hop and that it may or may not be secure for other hops 21 Chapter 3 Account Settings When a call with no encryption or with only signaling encryption is established Softalk displays the unencrypted icon gj Setting up for Security within Softalk The options for media encryption are described in the following table Account Properties Security Option How Outgoing Calls are Handled How Incoming Calls Are Handled Make and accept only encrypted calls Softalk will place all calls with TLS The call INVITE will specify SRTP media encryption If the corre
24. il a contact who Right click and choose Send E mail has an e mail address Managing Contacts Adding Deleting or Renaming Groups Click the Contacts menu and choose Manage Groups The Manage Groups dialog box appears m Tocreate a new group click New Group type a name and press Enter m Torename click on the group so that only the text is selected Type the new text and press Enter m To delete a group select the group and choose Delete Group The group is deleted The contacts in that group are moved to No Group 29 Chapter 5 The Contact Wing Adding a Contact Contact Properties Primary Figure 18 Figure 7 Contact Menu Add Contact Click the Contacts menu and choose Add Contact The Contact Properties dialog box appears see below Finding a Contact If the contacts list is long use the field to filter the contacts that are displayed To clear the filter and redisplay all contacts clear the field Changing Contact Information To change the information for a contact right click the contact and choose Edit The Contact Properties dialog box appears see below Some of the changes you can make are m Change any contact details m Add delete or change a contact method m Changethe primary contact method m Moveacontact to another group by selecting a different group m Addan existing contact to more groups by selecting one or more extra groups Moving or Deleting a Contact m
25. led Packet8 Packet8 Softalk Win32 build number exe or something similar NOTE THAT THE INSTALLATION WIZARD WILL PROMPT YOU TO SHUT DOWN ANY VERSIONS OF PACKET8 SOFTALK ALREADY RUNNING 3 Follow the prompts offered by the installation wizard NOTE THAT YOU MUST ACCEPT THE LICENSE AGREEMENT TERMS TO INSTALL PACKET8 SOFTALK FOR WINDOWS 4 Select Launch Packet8 Softalk at the final step of the wizard to start using the softphone 5 Click Finish to complete the installation Uninstalling Packet8 Softalk To uninstall an existing version of Packet8 Softalk follow the steps given below L Launch the Windows Control Panel 2 Select Add or Remove Programs 3 Select the appropriate version of Packet8 Softalk and click Change Remove or Add Remove Starting Packet8 Softalk You can start Packet8 Softalk for Windows by following the steps given below L Click the Start button 2 Select Programs All Programs on some systems 3 Select the Packet8 Softalk folder or the folder specified upon install 4 Click the Packet8 Softalk icon NOTE You can also launch Packet8 Softalk by double clicking on the appropriate desktop shortcut icon CHAPTER 3 Using Packet8 Softalk The Key Pad The Packet8 Softalk softphone provides an easy to use key pad as the main user interface which allows for quick access to both basic and advanced calling features Refer to Figure 1 below for an illustrati
26. n attached to an email The new contacts will be added to the existing contacts L Click the Contacts menu and choose Import The Import Contacts wizard starts 2 As soon as you click Finish on the wizard the Contacts tab in Softalk is updated to show the imported entries Note that none of the entries are set up with availability turned on in order to view availability of contacts you must modify the appropriate entries by changing the Show this contact s Availability checkbox See above for details 31 Chapter 5 The Contact Wing Setting up an Excel File for Import L 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 Softalk 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 For a complete list of headings see Error Reference source not found on page Error Bookmark not defined 3 Save the file as csv Exporting Contacts You can export a contacts list to a comma separated file a pst file or a vcf file L Click the Contacts menu and choose Export The Export Contacts wizard starts 2 When you click Next the export starts The result is Foran Outlook export the existing pst file is updated to include t
27. on of the Packet8 Softalk user interface Figure 1 Packet8 Softalk User Interface Before Making a Call Things to Keep in Mind Making calls with Packet8 Softalk is simple there are however some differences between a softphone and a traditional telephone which the user should be aware of L Asoftphone is a computer application that must be running to make or receive calls 2 Softphone software must login to the network before making or receiving calls This procedure may take a few seconds as the softphone contacts Packet8 s network Once the softphone s call status reads Logged in Enter Phone Numbe the user is ready to make or receive calls 3 Sincecallsaretransmitted overthe Internet service quality may drop due to network congestion Although Packet8 Softalk includes advanced signal processing features to mask the effect of such congestion decreased voice quality may be noticeable during poor network conditions Most broadband connections provide adequate bandwidth for high quality voice and video If you experience poor audio or video quality please see Packet8 Softalk Troubleshooting in Appendix A Logging In The log in dialog will show up and request user to log in to the network by entering your Packet8 Softalk number and password Log In to Softalk X Please logn to Softak S LJ Your softak number Password v Remember Settings v Do not ask again Forgot Password
28. one of them for use with Softalk Typically leave this setting on If you have several audio or video devices and you do not like the device that Softalk selects you can override the selection on the Devices pane See page 25 Enable Zero Touch bandwidth detection When clicked on Softalk detects the speed of your network connection and hence the potential bandwidth If you move your computer to a different IP address Softalk automatically detects the new speed When clicked off you must specify the network connection See Options General Device on page 25 The recommended setting is On Enable status bar messages When clicked on messages relating to zero touch configuration will appear in a notification balloon at the lower right corner of the screen whenever the configuration automatically changes Notification balloons are supported in newer versions of Windows Folder for recording Specify a location for saving files when you record your conversations Options General Alerts and Sounds 13 Chapter 3 Options Options Cal noe canon C Pep up the phone when a call comes in Show Cal Alerts Neve _ When phone window is hidden Aways Figure 8 Options General Alerts and Sounds On this page you can m Work with ringtones You can importa ringtone a WAV file You can play to try it out You can activate one ringtone You can delete a ringtone
29. or Media Files click the Choose Directory button m Choose the desired directory and click OK To record a call click the REC button at any time during the call Click the button again to stop recording Recordings will be saved as AVI files Voicemail Packet8 Softalk has a voicemail box If you have a voicemail message you will see an envelope display on the screen of softphone To check your voice messages click on the envelope icon show the envelope icon on the screen When prompted enter your password Refer to your Packet8 Features Guide for more information NOTE This feature is available only with Packet8 Softalk Premium 27 CHAPTER 5 The Wings amp Settings Menu As with similar features on cell phones Packet8 Softalk allows you to store a list of contacts in a virtual phone book Softalk also includes a settings dialog that provides access to a variety of relevant settings The Contact Wing To open the Packet8 Softalk Contact wing click the black button toward the extreme right edge of the graphic display Calls amp Contacts PBOeach i W Comacis Y v v E xE S e Name Figure 17 Contact Wing Open 28 Chapter 5 The Contact Wing Using Contacts Call a contact To use the person s primary number double click or drag the contact to the Call display To choose the number to use right click and choose Call then click the desired number E ma
30. or press Enter Drag and drop Drag an entry from the Contacts tab or any of the lists in the Calls tab to the Call display If the Contacts list contains lots of contacts use the field to filter the list Then drag the entry Right clicking Right click an entry on the Contacts tab or any of the lists in the Calls tab and choose Phone this Person If the Contacts list contains lots of contacts use the field to filter the list Then right click the entry Redialing Press Redial From Outlook If you have set up contacts in Microsoft Outlook you can place a call from there m Double clickthe contact in the Contacts list in Outlook The Contact dialog box appears m Clickthe inthe top left corner and select the phone number to dial As soon as you release Softalk will be brought to the front or will be started and the call will be placed For information on how Softalk and Outlook contacts work together see Exporting Contacts in Chapter 5 e oftak B amp B Incoming cal from John Smith Qm Answer 1E Ignore Figure 4 Call Alert box Chapter 3 Encryption If you have turned on Call Alerts the Call Alert box appears at the bottom of the screen For information on turning on alerts see Options General Alerts and Sounds on page 13 You will hear a ringing tone while Softalk attempts to make a connection Encryption The outgoing call may be encrypted depending
31. pressed It can be any microphone it does not have to be the microphone on the device you specified as the speaker device For example it can be the microphone on your camera m Select None if you do not have a speaker phone The Speaker Phone button on the dialpad is disabled Use acoustic echo cancellation AEC Reduces the echo effect that can arise with a speakerphone or that can arise if the sound from the speakerphone or headphone leaks into the microphone Turning this feature on may However the drawback is that it uses more processing power which may slow down your applications Typically on Use auto gain control AGC Automatically adjusts the microphone volume level so that the other party does not hear the distortion that might be caused by too high a microphone input or too low volume due to too low input level Typically on Use noise reduction Automatically attempts to remove background noise Typically on for the speakerphone 16 Chapter 3 Options Ring Device Speaker device The device where you want to hear the phone ringing the headset the speakephone or none Speaker volume The volume of the ringer Camera Camera This field appears only on version of Softalk that include video functionality Complete this field only if you have disabled zero touch device configuration Select the camera model 17 Options Advanced
32. pter 3 Options Options Options are settings and preferences that apply to all accounts Options General Application Opt iom b Ae s and Sounds 6 Devices Base Optens TAinays on tup of other auoiaons LJ Launch when Windows starts I Prompt when shut down C Turn lettres into digits when typing ints the phone NOTE This open can be tuggled while daing by pressing Gre spacebar Recent Cale Narber of calls in each kst Zero Touch Configur ston F Enable Zee o Touch device configuration Enable Zeno Touch handesdth detection Iv Enable status ba messages Mecha Foder for recording C Pocuments and Settings ywarquer My Dons Figure 7 General Application 12 Chapter 3 Options Options General Application Field Description Always on top of other applications Click on or off to suit your preference Launch when Windows starts Click on or off to suit your preference Prompt when shutdown Click on or off to suit your preference Turn letters into digits when typing into the phone Click on or off to suit your preference You can also turn this feature on and off at any time by pressing the spacebar Number of calls in each list Enter number to suit your preference Enable Zero Touch device configuration When clicked on Softalk detects the audio and video devices connected to your computer and automatically configures
33. r account See below for details m Setorchange the properties of an account Click the Properties button then see the following pages for details NOTE Note You must enable an account in order to make and receive calls on that account Click the Enable box beside each account m You can never place a call on a disabled account even if you enter a prefix If you place a call that is only known to the service provider of a disabled account it will fail with a Not found message You can never receive a call on a disabled account If another party phones you on a number that is only known to a disabled account the call will never appear on your phone 20 Chapter 3 Account Settings Account Properties Security Properties of Account Account Secudy sapling Transport x Encrypted or TLS must be selected to ensble media encryption Meda Encryption CO Make arid accept only encrypted calis CO Prefer to make and accept encrypted calle Make unencrypted calls accept all calls C Do ret alow encrypted cals Figure 14 Account Settings Security Window You can set up Softalk for the type of security encryption you want for incoming and outgoing calls Softalk supports m Signaling encryption using TLS m Media encryption using SRTP Setting up for Security outside of Softalk When using TLS you must have the root certificate that signs the proxy s chain of certificates In most cases the root cert
34. screen lets you enable logging to files Logging uses computer resources so you should only enable it when instructed by a customer support representative To set up logging L Click Enable logging 2 Set the logging level 3 Specify the folder where logs will be saved 4 Click Apply Activity on Softalk will be logged to csv files in the specified folder A new set of files is started each time you log on In order not to create large files when logging which may create computer problems you must not remain logged on indefinitely when logging You should occasionally exit and restart Softalk If requested by a customer support representative you can m Open the logging folder and then open a log file using a text editor m E mail the logs in the specified folder to customer support Click Send logs to customer support A dialog box appears showing all the logs Select files and click Open the selected files are sent and the dialog box closes You can delete log files from the specified folder as you would delete any file on your computer 19 Chapter 3 Account Settings Account Settings Accounts To work with accounts click a at the top of the phone and choose Account Settings The Account window appears showing your account setup Accounts can tediar ae patel 43 L net d Figure 13 Account Settings Window You can m Resize the columns in this window m Remove an account m Enable you
35. the version running the behavior of these buttons may vary as described below Controls within Packet8 Softalk for Windows As expected the Hide in System Tray button will send the application to the Windows system tray You will still be able to receive calls when the softphone is minimized The Exit button will shut down the application You will not be able to receive calls after closing the application and calls will be routed to your voicemail if you enable voicemail 24 Advanced Calling Features Along with basic calling functionality Packet8 Softalk also includes many advanced features found with traditional business phones These premium features covered in the following subsections Call Conferencing Packet8 Softalk allows you to establish a conference call that will allow multiple callers to converse at once Each individual in the conference call can hear and speak to every other participant Starting a Conference Call You may host a conference by calling the other callers involved or by allowing them to arrange the call themselves For example you can create a simple three way call by following the steps below L With an active call place it on hold by either a selecting another line and dialing a third caller or b accepting an incoming call from a third caller by clicking the line on which the call arrives NOTE Either operation places the original caller on hold 2 After informing the new p
36. to employ an Auto Answer mode When the Softalk is set to this mode it answers calls automatically after pre determined time that can be adjusted in the Settings menu Auto Answer is toggled on and off by clicking the on screen AA button Flash The Flash button on Packet8 Softalk works the same way as flash on a traditional telephone does Clicking the hang up button quickly on a traditional telephone performs the same task Such actions are used sometimes to transfer calls or initiate 3 way calling To flash click the Flash button within the on screen dial pad m Ifthe user is in an active call clicking Flash will provide a new line m Ifthe user clicks Flash while receiving a call the softphone will pick up m lfalineison hold clicking Flash will allow the Softalker to speak with that person 26 Chapter 4 Speakerphone Speakerphone Packet8 Softalk can work as a speakerphone as well If a user normally speaks with a headset they will require a second sound device such as sound card or USB device to use Packet8 Softalk as a speakerphone To activate the speakerphone click the Speakerphone button in the lower right corner of the graphic To de activate the speakerphone click Speakerphone again Call Record Packet8 Softalk can record calls Perform the following steps to set the folder in which recorded calls are to be stored m Open the Settings dialog m Choose the Media branch m Under Folder f
37. will pop into view when the incoming call is received Incoming calls are indicated in the call display as shown in Figure 4 below Incoming calls arrive on Line 1 by default They are indicated by a flashing light on the line button Chapter 3 Placing a Call on Hold You can choose to ignore calls by clicking the gnore button found within the call status screen below the caller ID of the incoming call Figure 5 Incoming Call As acall arrives click the A Dial button or press Enter on the computer keyboard to answer You can also click the appropriate flashing line button to answer the incoming call Placing a Call on Hold While engaged with a call you can place that call on hold by either clicking the corresponding line button or by selecting another line altogether The on hold line s button will flash to indicate that its corresponding call has been placed on hold To resume a call that is on hold select the line again by clicking on the appropriate line button 1 or 2 Dial Pad Controls The keypad includes several controls which allow you to customize your Packet8 Softalk experience Microphone and Speaker Adjustment The Packet8 Softalk keypad includes microphone and speaker sliders as shown in Figure 1 Click and drag on the slider up or down to increase or decrease the desired volume level You may also mute the Softalk phone so that the other caller cannot hear you Click the MUTE
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