Avaya one-x Communicator Overview and Planning

Transcription

1 Avaya one-x Communicator Overview and Planning Release 6.2 Feature Pack 10 November 2015

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5 Contents Chapter 1: Introduction... 8 About this guide... 8 What s new... 8 Product documentation Accessing Online Help Viewing Avaya Mentor videos Support Avaya one-x Communicator overview Key features Usage modes Supported languages Security Security recommendations for administrators Additional security information System architecture H.323 architecture for the Basic feature set SIP architecture for the Basic feature set Architecture for the Unified Communication feature set Chapter 2: Integration with other applications Software integration overview Avaya Collaboration Services Avaya one-x Client Enablement Services Messaging Avaya Application Enablement Services Avaya Aura Presence Services Avaya Aura Session Manager Session Border Controller Avaya Conferencing Enterprise Edition Optional third-party software products Chapter 3: Features Overview of the basic feature set Basic features at a glance User interface User interface description Telephony Offline Call Journaling Feature button names Personal call Hot Keys November 2015 Avaya one-x Communicator Overview and Planning 5

6 Contents Video SRTP support Support for Multi Device Access Trusted Third Party Certificate support Paired signon Video in shared-control with VDI Communicator Instant Messaging Presence services Presence services of federated contacts Presence services for users outside an enterprise Adhoc Presence query through Avaya Collaboration Services Ad hoc presence in search results Grouping of Contacts Conferencing Voice messaging Contact management Call logs Citrix XenApp and XenDesktop VMware Horizon View Products and services required for basic features Chapter 4: Unified Communication feature set Overview of the Unified Communication feature set Unified Communication features at a glance Unified Communication user interface User interface description Visual Audio Bridge Conferencing Contact management Visual Messaging Communication History Products and services required for Unified Communication features Chapter 5: Video Communication Overview of video Video features for Avaya one-x Communicator Basic user interface with video Unified Communication user interface with video Products required for video features Chapter 6: Deployment planning Deployment overview Licenses End user requirements Enterprise requirements Planning for implementation Implementation Silent installation November 2015 Avaya one-x Communicator Overview and Planning 6

7 Contents Customizing the installer for silent installation deployments Uninstalling existing software Installing Avaya one-x Communicator manually Initial configuration Customization Avaya one-x Communicator log files Chapter 7: Feature set comparison Comparison of Basic and Unified Communication feature sets November 2015 Avaya one-x Communicator Overview and Planning 7

8 Chapter 1: Introduction About this guide This guide describes the Avaya one-x Communicator product features, deployment options, usage modes, compatibility with other products. The guide is intended for anyone who is considering purchasing or using this product. This guide refers to other Avaya products in the context of how they integrate with Avaya one-x Communicator. You can get detailed information about these products from the Avaya Web site at Release numbers associated with the products that support Avaya one-x Communicator are available in Enterprise requirements on page 67. What s new R6.2 FP10 features Paired signon Avaya one-x Communicator users can now log on to Avaya VDI Communicator in a virtual environment by entering the login credentials on Avaya one-x Communicator only. For more information, see Paired signon with VDI Communicator on page 41. Indicator for end to end encryption Avaya one-x Communicator users can now view an icon during a call that indicates that the call is secured. The secure icon is displayed when person-to-person audio and video calls are established over Session Initiation Protocol (SIP) with Transport Layer Security (TLS) and the media is authenticated and encrypted. For more information, see the Indicator for Secured Calls section under Security on page 17. Visual alert for Team call Avaya one-x Communicator now displays incoming call alerts for Team calls. If Team button has been configured for a user, Avaya one-x Communicator displays call alert to the user for incoming calls to any member of the Team. The alert is similar to any incoming call except the name of the alert is displayed as Team Button Alert for. The alert displays the name and phone number of the caller and the phone number of the user who was called. Users can accept the call using the November 2015 Avaya one-x Communicator Overview and Planning 8

9 What s new Accept icon. The feature is available to SIP protocol users in the This Computer and DeskPhone login modes. R6.2 FP6 features Popup notification for new instant messages Avaya one-x Communicator provides you with the option of sending and receiving messages and files to your favorite contacts who are using Avaya one-x Communicator. If the Avaya one-x Communicator application is not in focus, system displays the messages in a toast window at the bottom right of your desktop. You can chose to view the message or ignore the message. The toast window displays a maximum of four new message notifications. If you have more than four new messages, the toast window displays a fifth message notification that aggregates the rest of the messages. Click to send Fax and SMS Avaya one-x Communicator provides you with the option to use click to Fax or click to SMS features for managing your communication in a more effectively way. Using this feature you can send Fax or SMS to other users from the Avaya one-x Communicator user interface using the new icons available adjacent to the Contacts in Search Results, My Contacts, and Favorites. Avaya one- X Communicator includes only valid digits (0 9) and the + sign in the address. For using this feature, the Fax and SMS gateways need to be administered through the Avaya one-x Communicator Centralized Administration Tool. Avaya one-x Communicator supports addition of a Fax or SMS domain name as a prefix to the phone number for the purpose of sending Fax or SMS. For example, a phone number and a domain name example.com combines for sending an SMS as follows: SMS= @example.com. The prefix settings is displayed on the Desktop Integration screen on the User Interface. Sending Fax through PPM or CES lookup Avaya one-x Communicator users can send Fax messages to enterprise as well as private contacts if the Fax numbers are administered for PPM (SIP only) and Client Enablement Services. For PPM contacts, the Fax number is administered in Avaya Aura System Manager. In CES, the Fax numbers are administered in LDAP and then synced up through CES administrative interface. Currently, PPM supports sending Fax only to private contacts. Adding contacts with hash (#) as part of a contact number Avaya one-x Communicator allows adding contacts with hash (#) as part of their phone number. The Hash key can be added at the beginning as well as at the end of a number. If the Hash key is placed at the beginning of a number, the number is considered as a Feature Access Code (FAC). This feature helps users to save numbers such as FAC and conference bridge numbers along with the pass codes. However, to use an FAC, the numbers need to be administered on Communication Manager separately. Presence server address discovery through PS Profile Avaya one-x Communicator supports auto discovery of the Presence server address of a user through the Presence Server (PS) Profile administered in Avaya Aura System Manager. The feature helps in providing seamless Presence updates during Presence server restarts and failures. Avaya one-x Communicator users have the option to configure the Presence server address manually before login. If the field in the user interface is left blank and the user logs in, Avaya one- X Communicator fetches the Presence server address from the PS Profile of the user as administered in Avaya Aura System Manager and populates the field. November 2015 Avaya one-x Communicator Overview and Planning 9

10 Introduction Returning Presence of Federated Favorite contacts If you are using Avaya one-x Communicator with Microsoft Outlook, you can view the Presence of Federated contacts when you add their names to the From, To, or CC fields in Outlook. You can also make calls or send the instant messages to the federated buddies. Short Term ad hoc Presence subscriptions When users look up for a contact, Avaya one-x Communicator displays Presence status of the contact for a short term. This feature supports all the name lookups Avaya one-x Communicator uses such as Client Enablement Services, LDAP, and so on. Support sending and receiving of messages by the same user from multiple devices Avaya one-x Communicator supports complete view of your conversations even if you are using multiple endpoints using Presence server and Avaya Multimedia Messaging server. You can view all conversations including your own messages sent from other endpoints in Avaya one-x Communicator instant messaging window. When you leave the conversation from other endpoints, Avaya one-x Communicator displays a notification and disables the controls. You can use a new Avaya one-x Communicator instant messaging window to resume the conversation. Encrypted file transfer This feature enables you to transfer files securely to your Favorite contacts. You can also transfer files to non-favorite contacts from LDAP search results. However, you can send files to contacts who are using Avaya one-x Communicator Release or later versions and not any other interoperable soft clients including third-party products. Avaya one-x Communicator encrypts the files while sending and decrypts the files while receiving. The file transfer feature is disabled by default. The feature needs to be activated by the system administrators. Customizable ring tones with notification tone option Avaya one-x Communicator provides users with the option to configure customized ring tones for program events such as calls and instant messaging. Users can configure customized ring tones for the following alerts in SIP mode: Incoming Call Incoming Bridged Call Incoming Call Pickup Group Call Incoming Team Call Incoming IM You can configure customized ring tones for the following alerts in H.323 mode: Incoming Call Incoming IM Avaya classic ring tones are available for use in place of the older classic ring tones and can be located in the Avaya one-x Communicator folder in the Program files of your computer. The classic ring tones are named as ClassicTone1_EU.wav, ClassicTone1_NA.wav. In addition to the classic ring tones, following ring tones are also available for use: Drum Beat.wav Shimmer.wav Telephone bell.wav November 2015 Avaya one-x Communicator Overview and Planning 10

11 Product documentation Xylophone.wav Option to select audio path at login mode Avaya one-x Communicator provides now you with the option to configure your usage mode on the Login screen. You can select any of the following usage modes: This Computer Desk Phone Other Phone Mark and delete multiple Contacts or Call Log entries at the same time This feature provides you with the option to select and delete multiple Contacts or Call Logs at the same time rather than deleting the entries individually. You can right-click the Contacts or Call Logs and click "Delete Selected" option. Popup on Call Pickup alert similar to an incoming call alert Avaya one-x Communicator now displays popup notification for incoming call alerts to Call Pickup groups on the system tray. If you are a part of a Call Pickup group and there is an incoming call for the group, Avaya one-x Communicator displays popup notification with the name and number of the caller on the system tray. You have the option of accepting or ignoring the call. Send Tones Avaya one-x Communicator users can send tones during a call when they are in This Computer or Desk Phone mode. Users can paste contact numbers or digits in the search field, or select contacts and send them as tones. The feature is helpful in scenarios where users want to send tones such as conference codes during a call. DTMF tones are sent even if the dial pad is hidden This feature allows you to enter DTMF tones using the keyboard when the dial pad is hidden. Product documentation Additional Avaya one-x Communicator documentation includes: Administering Avaya one-x Communicator (for administrators) Avaya one-x Communicator Centralized Administration Tool (for administrators) Implementing Avaya one-x Communicator (for end users) Using Avaya one-x Communicator (for end users) You can access these documents and documents about other Avaya products mentioned in this guide, from the Avaya Web site at Related links Accessing Online Help on page 12 November 2015 Avaya one-x Communicator Overview and Planning 11

12 Introduction Accessing Online Help Procedure Do either of the following: Press F1 on any Avaya one-x Communicator screen. Click the? icon. Related links Product documentation on page 11 Viewing Avaya Mentor videos Avaya Mentor videos provide technical content on how to install, configure, and troubleshoot Avaya products. About this task Videos are available on the Avaya Support website, listed under the video document type, and on the Avaya-run channel on YouTube. Procedure To find videos on the Avaya Support website, go to support.avaya.com and perform one of the following actions: - In Search, type Avaya Mentor Videos to see a list of the available videos. - In Search, type the product name. On the Search Results page, select Video in the Content Type column on the left. To find the Avaya Mentor videos on YouTube, go to and perform one of the following actions: - Enter a key word or key words in the Search Channel to search for a specific product or topic. - Scroll down Playlists, and click the name of a topic to see the available list of videos posted on the website. Note: Videos are not available for all products. November 2015 Avaya one-x Communicator Overview and Planning 12

13 Support Support Go to the Avaya Support website at for the most up-to-date documentation, product notices, and knowledge articles. You can also search for release notes, downloads, and resolutions to issues. Use the online service request system to create a service request. Chat with live agents to get answers to questions, or request an agent to connect you to a support team if an issue requires additional expertise. Avaya one-x Communicator overview Avaya one-x Communicator helps users manage their communication tasks by providing enterprise users with simple, intuitive access to all of their everyday communications tools. Enterprises can offer Avaya one-x Communicator to their users in one of the following ways: A standalone client that provides basic and advanced telephony features and Instant Messaging and Presence support when integrated with Avaya Aura Presence Services. A Unified Communications client that is integrated with Avaya one-x Client Enablement Services for 24*7 call logs, with Conferencing Enterprise to provide live audio conference services, and with Avaya Aura Messaging or Avaya Modular Messaging with the Message Storage Server (MSS) to provide voice message services. This client is integrated with Avaya Aura Presence Services server and Microsoft Office Communication Server (OCS) or Microsoft Lync Server to provide Instant Messaging and Presence support across Avaya one- X Communicator and Microsoft Office Communicator or Microsoft Lync. Avaya one-x Communicator benefits Avaya one-x Communicator allows users to increase their productivity with tools that: Enhance collaboration with assurance of security Improve responsiveness Allow them to work anywhere, yet never miss important calls Allow them to exchange instant messages and files Allow them to know when a contact is available, on a call, busy, or away Make high definition video calls Lower costs for IT and end-user support Avaya one-x Communicator feature sets Depending on the communication requirements of your organization, you can select features for Avaya one-x Communicator using the Centralized Administration Tool. The Avaya one-x Communicator offer is available with the following feature sets: Basic Basic with video Unified Communications Unified Communications with video November 2015 Avaya one-x Communicator Overview and Planning 13

14 Introduction Key features Basic features Feature Installation and administration Modes of Operation Call Handling (Voice) Call Control (Video) Description Centralized control and administration Easy installation and configuration Option to select the components you want to install. The following two options are available: - Complete: Installs Avaya one-x Communicator and Avaya Collaboration Services but users do not get an option to enable Instant Messaging and Presence integration with Microsoft Outlook. - Custom: Provides the user with the option to install Avaya one-x Communicator, or Avaya Collaboration Services, or both. Users get an option to enable Instant Messaging and Presence integration with Microsoft Outlook when they install Avaya Collaboration Services. This Computer Desk Phone (Shared Control): Telephone share control that provides telephony functionality from a server to your desktop Other Phone Basic Call control: Make a call Receive a call End a call Hold a call Resume a call Muting and unmuting a call Personal call option to distinguish between a business call from a personal call Shortcut keys to answer and end calls Option to customize ring tones and notification tones Dial pad - Dual Tone Multi Frequency (DTMF) for interaction with voice response and conference systems. Option to send tones during an active call. DTMF support on call bar to see digits dialed from dialpad during an active call. Basic Call control: Make a call Receive a call Table continues November 2015 Avaya one-x Communicator Overview and Planning 14

15 Key features Feature Description End a call Hold a call Resume a call Muting and unmuting a call Escalating audio call to video call and de-escalating video call to audio call High definition desktop video for softphones for face-to-face communications to streamline decision making and reduce travel expenses Expanded video options: Full screen option, Always on top feature, and Screen Saver and Monitor Power Saving feature Call Logs Contact Management Instant Messaging and Presence Integration with other Avaya products Features supported on thirdparty products Filtering of calls by All, Incoming, Outgoing, and Missed Dial contacts from call logs Add a contact from the call logs Offline Call Journaling to provide users with history of call logs that are generated when the user is not connected to the server Grouping of contacts to add, modify and delete custom contact groups Option to add contacts as a favorite contact Presence visibility to determine the best way to reach a colleague quickly. Scalable instant messaging capability to send messages without requiring any third-party messaging application Presence Access Control List (ACL) to selectively allow or deny Presence updates from being published on other clients Secure file transfer through Instant Messaging sessions Facility to set up Presence state as Away and Do not disturb. Option to activate Send All Calls feature when Presence is set to Do not disturb. Integration with Avaya Aura Conferencing for audio and video conferencing Session Border Controller support in the SIP mode to provide login from inside and outside an enterprise network. Multiple Device Access (MDA) feature to provide simultaneous access to multiple endpoints Support for Avaya VDI Communicator for SIP users in shared control user mode Click to call capability from Microsoft Internet Explorer, Google Chrome, and Microsoft Office applications. (Requires installation of Avaya Collaboration Services. Table continues November 2015 Avaya one-x Communicator Overview and Planning 15

16 Introduction Feature Security Description Click to send SMS and FAX capability from Microsoft Internet Explorer, Google Chrome, and Microsoft Office applications. (Requires installation of Avaya Collaboration Services. Wipe-to-Dial (clipboard dialing) capability from any application. Facility to import contacts from Microsoft Outlook Contact lookup of Microsoft Outlook or IBM Lotus Notes contact from the Avaya one-x Communicator user interface Trusted Third Party Certificate Authorities (TTP CA) for two-way authentication Video SRTP support for SIP users in This Computer mode Unified Communications features Unified Communications features require integration with Avaya one-x Client Enablement Services. These features include: All the features from the Basic feature set Visual Voice Mail that allows you to filter and sort voice messages so you can respond to the most important messages quickly Visual Audio Bridge Conferencing that is easy to start, join, and manage for improved collaboration and conference call effectiveness Communication History logs that help you trace the history of your enterprise calls and voice messages Contact management tools that help you find contact information quickly and view the Presence information of corporate contacts VIP contact facility to add a contact as a VIP. Some functions require integration with additional products. Usage modes Enterprise users conduct business from several locations. They may be in the office, at a client location, at home, or traveling. Avaya one-x Communicator provides users with the option to select a usage mode that optimizes the voice endpoints and network connectivity requirements of their current location. Users can select the usage mode before logging into Avaya one-x Communicator. You can select from the following usage modes: This Computer. Use this mode when you are traveling and need to manage your communication tasks using your computer instead of a phone. This mode is configured for Voice over IP (VOIP). November 2015 Avaya one-x Communicator Overview and Planning 16

17 Supported languages Desk Phone. Use this mode when you are in office. This mode is configured for shared control through a server. You can access audio components from your office telephone and visual components from your computer. Other Phone. Use this mode when you are telecommuting. This mode is configured for tollquality audio and optimizes audio through another phone. Select this mode to access audio components from your home office phone or from your cell phone. Supported languages Avaya one-x Communicator supports the following languages: English Chinese, Simplified Dutch French, Parisian German Italian Japanese Korean Portuguese, Brazilian Russian Spanish, Latin American Security Avaya one-x Communicator provides you with the following options for a secure implementation: Connections through TLS and TCP Avaya one-x Communicator supports connection through Transport Layer Security (TLS) and Transmission Control Protocol (TCP). Two-way TLS authentication Avaya one-x Communicator supports Trusted Third Party (TTP) Certificate Authorities (CA) for two-way TLS authentication. The certificate, issued by the TTP CA, can be stored in the system certificate store and used as a client or server certificate during TLS negotiations with the Avaya Aura Session Manager and Avaya one-x Client Enablement Services servers. Avaya one-x Communicator validates these TTP CA certificates against the trusted CA certificates located in the system certificate store. November 2015 Avaya one-x Communicator Overview and Planning 17

18 Introduction Secure connections through firewalls Avaya one-x Communicator supports connection through a third-party, external, VOIP-aware firewall. Avaya has successfully tested Avaya one-x Communicator with several external firewalls and Virutal Private Network (VPN). User authentication through the enterprise directory Avaya one-x Communicator integrates with the existing enterprise directory. Avaya one-x Communicator uses the Active Directory, Lightweight Directory Access Protocol (LDAP), or the Novell edirectory user records for authentication and authorization. Note: Avaya Collaboration Services application does not support secure LDAP connections. User authentication in the standalone mode In standalone mode, for login, Avaya one-x Communicator uses the extension and password of the Avaya Aura Communication Manager for authentication of the user. You can also disable the username and password caching. For SIP connection Avaya one-x Communicator establishes all the instant messaging sessions using Transport Layer Security (TLS), which provides a secure communication channel. For H.323 connection Avaya one-x Communicator supports signaling channel encryption for call signaling messages if administered on the call server. Connections to integrated components through secure ports You can configure secure ports for integrated components, including: Enterprise directory application Modular Messaging Secure Real-time Transport Protocol (SRTP) connections Avaya one-x Communicator is secured by audio media encryption in both H.323 and SIP modes through SRTP connections. Audio SRTP is available for users in the This Computer user mode as well as Shared Control user mode. In the This Computer user mode, Avaya one-x Communicator supports Secure Real-time Transport Protocol (SRTP) for secure video media encryption with TLS protocol for SIP users. Avaya one-x Communicator supports two of the eight available options, 1- srtp-aescm128-hmac80 and 2-srtp-aescm128-hmac32. Administrators can select from these options on the ip-codec-set form in Communication Manager. The table November 2015 Avaya one-x Communicator Overview and Planning 18

19 Security Audio and video support for SRTP and RTP for different user types and user modes: Protocol User mode H.323 user SIP user SRTP This Computer Audio Audio Desk Phone Audio Audio Other Phone - - RTP This Computer Audio and video Audio and video Desk Phone Audio and video Audio Other Phone Audio Audio SRTP for the Avaya one-x Communicator client You must enable the SRTP option in the config file if you do not have NONE as an option. Before you create or edit the config.xml file, you must close Avaya one-x Communicator. You can set the SRTP options by setting a value for Media Encryption Parameters in the config.xml file as shown in the following example: <parameter> <name>mediaencryptionparameters</name> <value>1,2</value> </parameter> The available options for Media Encryption Parameters are: MediaEncryptionParameters - esrtp_config_aescm128_hmac80= 1 - esrtp_config_aescm128_hmac32= 2 - esrtp_config_none=9 MediaEncryptionParameters=1,9 -> SRTP with AESCM128_HMAC80 and NONE Note: If SRTP settings on the Communication Manager is set to 1, you must set MediaEncryptionParameters value to 1 in the config.xml file. If SRTP Settings on the Communication Manager is set to 2, you must set MediaEncryptionParameters value to 2 in the config.xml file. Indicator for Secured calls Avaya one-x Communicator displays an icon for poin-to-point audio and video calls that are secured. This feature is available to users if all the following three conditions are met: Users are in This Computer or Shared Control mode Point-to-point audio or video calls are established over SIP TLS protcol Media is authenticated and encrypted November 2015 Avaya one-x Communicator Overview and Planning 19

20 Introduction Denial of Service protection Avaya one-x Communicator is protected against Denial of Service attacks. Security recommendations for administrators Use the following methods to help maintain a secure environment for Avaya one-x Communicator: Use role assignments and assign security groups to appropriately restrict access to operations. Instruct users not to share their login ID and password. For accountability, each user must have a unique login ID. Periodically review and update the list of administered users, their roles, and their permissions. Review administration logs on a regular basis to ensure that the system is operating properly. Review audit logs on a regular basis to ensure that the system is operating properly. Review security logs and alarms on a regular basis to monitor possible security events. Additional security information Additional security information for all Avaya products, including Avaya one-x Communicator and the Avaya components that integrate with it, is available at the Avaya Security Advisories Website. You can find information about the following: Avaya Product Security Vulnerability Response Policy Avaya Security Vulnerability Classification Security advisories for Avaya products Software patches for security issues Reporting a security vulnerability Automatic notifications of security advisories For additional information about security practices, see the National Security Agency Security Configuration Guide Web site. Security Configuration Guides Website. System architecture Avaya one-x Communicator uses the following system architecture, software integrations, and software components to provide you the Basic and Unified Communication feature sets. Related links H.323 architecture for the Basic feature set on page 21 SIP architecture for the Basic feature set on page 21 Architecture for the Unified Communication feature set on page 22 November 2015 Avaya one-x Communicator Overview and Planning 20

21 System architecture H.323 architecture for the Basic feature set The following illustration shows the system architecture required for the Basic feature set using the H.323 protocol: Related links System architecture on page 20 SIP architecture for the Basic feature set The following illustration shows the system architecture required for the Basic feature set: November 2015 Avaya one-x Communicator Overview and Planning 21

22 Introduction Related links System architecture on page 20 Architecture for the Unified Communication feature set The following illustration shows the system architecture required for the Unified Communication feature set. November 2015 Avaya one-x Communicator Overview and Planning 22

23 System architecture Related links System architecture on page 20 November 2015 Avaya one-x Communicator Overview and Planning 23

24 Chapter 2: Integration with other applications Software integration overview Avaya one-x Communicator integrates with many products and services to provide users with a rich set of features. Unless otherwise stated, the product and services described below are optional. Subsequent chapters explain which of them are required for specific Avaya one-x Communicator features. Additional information You can get more information about the products and services discussed in this guide from the following Web sites: For Avaya products and services: For Microsoft products: For IBM products: Release numbers associated with the products and services that support Avaya one-x Communicator are available in Enterprise requirements on page 67. Avaya Collaboration Services Avaya one-x Communicator integrates with Avaya Collaboration Services to provide the following features to the users: Click to call from Microsoft Office applications Click to call from 32 bit Internet browsers Click to join conference from Microsoft Office applications Click to join conference from 32 bit Internet browsers Instant Messaging and Presence Click to join or host a conference Using the Avaya Conference Configuration wizard, you can add, modify, and delete your bridge and web conference details. Use the conference bridge details to: Schedule a meeting with a contact from Outlook November 2015 Avaya one-x Communicator Overview and Planning 24

25 Avaya one-x Client Enablement Services Join or host a conference from a web browser, Outlook, and Avaya one-x Communicator Send conference bridge details to contacts through instant messages in Avaya one-x Communicator Click to make a call You can make a voice or video call from a Microsoft Office application or from your web browser. You must enable Smart Tags to use click-to-call in Microsoft Office applications, such as Microsoft Word, Excel, and PowerPoint. Use Smart Tags to detect names and phone numbers of a contact within Microsoft Office applications. Click-to-call or IM from a contact card From an Outlook contact card, you can: - Make a voice or video call to a contact - View presence status - Send an instant message - View calendar status - View personal information - View roster messages From a web browser contact card, you can: - Make a voice or video call to a contact - Schedule a meeting - Send an instant message Supported versions Feature Click-to-call and Click-to-join conference from Web browsers Click-to-call and Click-to-join conference from Microsoft Office applications Supported Application or Browser Microsoft Internet Explorer versions 8, 9, 10, and 11 Google Chrome Mozilla Firefox The following applications in Microsoft Office 2007, Office 2010, and Office 2013: Microsoft Outlook Microsoft Word Microsoft PowerPoint Avaya one-x Client Enablement Services Avaya one-x Client Enablement Services is a new series of next-generation applications that bring Unified Communications (UC) to your desktop in a single tool. Client Enablement Services gives you November 2015 Avaya one-x Communicator Overview and Planning 25

26 Integration with other applications access to multiple Avaya UC capabilities such as Avaya telephony, messaging, mobility, presence, and conferencing services provided by Avaya Aura Communication Manager, Avaya Modular Messaging or Avaya Aura Messaging, Avaya Conferencing Enterprise, and Avaya Aura Presence Services. Avaya one-x Client Enablement Services does not require the installation of any application software on your desktop to deliver its basic functionality. Supported products Avaya one-x Client Enablement Services integrates with the following software to support Avaya one-x Communicator features: Avaya Modular Messaging or Avaya Aura Messaging to view and play voice messages Avaya Conferencing Enterprise to view and control live audio conferences Avaya Aura Presence Services server to publish presence state information Microsoft Office Communicator for instant messaging support Communication History logs (24*7 call logs) Contact management (Microsoft Active Directory, IBM Domino Server, or Novell edirectory Server for enterprise user information) Messaging Messaging is a powerful IP and standards-based unified messaging platform designed for single or multistage global enterprises. Avaya Modular Messaging or Avaya Aura Messaging offers exceptional scalability and a superior feature package of call answering and voice messaging capabilities. You can access messages any time from a wide array of access devices including telephones, fax machines, or computer graphical user interfaces. Avaya one-x Client Enablement Services integrates with Modular Messaging or Avaya Aura Messaging servers using only the Avaya message store, and not any other message stores. Avaya one-x Client Enablement Services then makes this information available to Avaya one-x Communicator. Avaya one-x Communicator integrated with Visual Messaging provides the following functions from the user interface: Listen to a voice mail Delete a voice mail Call a voice mail Add a number from voice mail to personal contact Add a number from voice mail to favorites Mark a voice mail as read or unread November 2015 Avaya one-x Communicator Overview and Planning 26

27 Avaya Application Enablement Services Send an Launch IM Avaya Application Enablement Services Application Enablement Services is a server-based software solution that enables Microsoft Office Communicator to leverage the rich telephony capabilities of Communication Manager IP Telephony Software. Enterprises that want to provide the presence features provided by Avaya one-x Communicator to their end users who use the Microsoft Office Communications server must integrate the Application Enablement Services platform, Avaya one-x Client Enablement Services, and Avaya Aura Presence Services into their enterprise network. Supported products Application Enablement Services supports the following products in an Avaya one-x Communicator configuration: Avaya one-x Client Enablement Services - Avaya Aura Presence Services - Avaya Modular Messaging, MSS configuration or Avaya Aura Messaging, MSS configuration - Avaya Meeting Exchange Enterprise Microsoft Office Communications Server 2007 Microsoft Lync For more information about Application Enablement Services, see Avaya Support Web site support.avaya.com. Software integration To provide the Unified Communication feature set, Avaya one-x Communicator must integrate with Application Enablement Services and Avaya one-x Client Enablement Services. Avaya Aura Presence Services Viewing presence and sending instant messages in real time are two key features of Avaya one-x Communicator. Avaya Aura Presence Services provides a Presence aggregation service that collects Presence information from a wide variety of Avaya endpoints and third-party sources and disseminates Presence information to Avaya one-x Communicator. This information is filtered individually for every user who wants to view other's presence, watcher, and also for every user who wants to share presence with others, called watched. Avaya one-x Communicator renders the presence information for various watchers. Access rules defined in the Presence Access Control November 2015 Avaya one-x Communicator Overview and Planning 27

28 Integration with other applications Lists (ACL) are used to allow or deny a request for viewing presence status by other users. There is support for up to 10,000 users per server with 25 contacts for each server instance. Users can also exchange messages in real-time without the need of any third-party messaging application. The Unicode option feature sending messages in different languages. Users can also change the format of messages. Supported products For Avaya one-x Communicator to use presence services, it is recommended that you integrate Microsoft Active Directory (LDAP source) with Avaya Aura System Manager. Presence Server works in concert with the following presence-enabling software in an Avaya one-x Communicator configuration: Avaya Aura Presence Services Avaya one-x Client Enablement Services Avaya Application Enablement Services Microsoft Office Communicator Avaya Aura Session Manager Session Manager is a SIP routing and integration tool and the core component within the Avaya Aura Enterprise Edition solution. It integrates all the SIP entities across the entire enterprise network within an organization. Session Manager offers a new perspective on enterprise communication where individual locations are no longer managed as separate units within the enterprise. Session Manager connects Communication Manager as a feature server and both Avaya and enterprise PBX systems within branch offices, third-party PBXs, gateways, service providers, SIPenabled adjuncts, and SIP telephones. With Session Manager, messages pass through a secure channel. A Session Manager instance consists of one server supporting up to 25,000 SIP entities. An enterprise network can support up to three instances. System Manager is the application used to manage Session Manager. System Manager runs on a separate server and only one System Manager is required for the entire network. Session Border Controller In the SIP mode, Avaya Aura Session Border Controller provides split horizon configuration for seamless login from inside or outside the enterprise network. You can use Avaya Aura Session Border Controller only if it is configured on the Avaya Aura environment. November 2015 Avaya one-x Communicator Overview and Planning 28

29 Avaya Conferencing Enterprise Edition Avaya Conferencing Enterprise Edition Conferencing Enterprise is an advanced conferencing solution that combines features such as reservation-less, scheduled meet-me, and Web conferencing. It enables enterprises to integrate and customize conferencing solutions to complement existing business processes and enhance productivity. Supported features Conferencing supports Visual Audio Bridge Conferencing and video for the Avaya one-x Communicator Unified Communication feature set. Optional third-party software products For release numbers associated with the third-party products, see Enterprise requirements on page 67. Avaya one-x Communicator interacts with the following optional software products: Directory services Avaya one-x Communicator uses the following public directories: LDAP provides directory services for TCP/IP networks, including Novell edirectory. Microsoft Active Directory provides directory services in a Windows environment. IBM Lotus Notes Avaya one-x Communicator users can look up IBM Lotus Notes contacts from the Avaya one-x Communicator user interface. Microsoft Office Communications Server and Microsoft Lync Server The Microsoft Office Communications Server platform supports Microsoft Office Communicator, and the Microsoft Lync Server platform supports Microsoft Lync. You must integrate Avaya Application Enablement Services into your enterprise network for Avaya one-x Communicator, the Presence Services, and the Microsoft Office Communications Server or Microsoft Lync Server to work together. Microsoft Office Communicator and Microsoft Lync Microsoft Office Communicator and Microsoft Lync provide Instant Messaging in a Windows environment. When integrated with Avaya one-x Communicator, you can: View the telephony presence status of your Microsoft Office Communicator and Microsoft Lync contacts. Send an instant message to a contact by clicking the IM icon on the Avaya one-x Communicator user interface. November 2015 Avaya one-x Communicator Overview and Planning 29

30 Integration with other applications You must integrate Avaya Application Enablement Services into your enterprise network for Avaya one-x Communicator and Microsoft Office Communicator or Microsoft Lync to work together. Microsoft Outlook Note: Avaya one-x Communicator supports Microsoft Outlook 2007, Microsoft Outlook 2010, and Microsoft Outlook Avaya one-x Communicator users can look up Outlook contacts from the Avaya one-x Communicator user interface. Microsoft Outlook provides in a Windows environment. Avaya one-x Communicator users can send an Outlook by clicking on the icon from the Avaya one-x Communicator user interface. Microsoft Outlook stores logs of incoming, outgoing, and missed calls. Users can view the details of all calls of a contact if the contact has been added to Outlook. Web browsers Avaya one-x Communicator works with the following Web browsers: Microsoft Internet Explorer Release 8, 9, 10, and 11 Google Chrome Release 24 or later Mozilla Firefox Release 23 or later November 2015 Avaya one-x Communicator Overview and Planning 30

31 Chapter 3: Features Overview of the basic feature set Avaya one-x Communicator provides basic communication functions in a standalone configuration. Note: Avaya one-x Communicator supports video with H.323 in This Computer and Desk Phone modes but not in Other Phone mode. It supports video with SIP in This Computer mode but not in Desk Phone and Other Phone modes. There is no support for video in virtual environments. Software integration Full implementation of the Basic feature set requires integration with other products. Avaya Application Enablement Services integrates with Microsoft Office Communications Server to provide Avaya one-x Communicator with telephony control. You can deploy the Basic feature set with or without this functionality. However, if you want telephony control with Avaya one-x Communicator, you must also deploy Application Enablement Services. Click-to-call and Click-to-join conference features require integration with Avaya Collaboration Services. For Avaya one-x Communicator in SIP mode, you must deploy Session Manager. Related links Basic features at a glance on page 31 Basic features at a glance Avaya one-x Communicator requires the following components to deliver the basic features: Extensions configured for basic feature set Support for H.323 or SIP Support on both 32-bit and 64-bit Windows Server 2008, Windows 7, Windows 8, and Windows 10 Instant Messaging and Presence Optional video (Optional) Application Enablement Services November 2015 Avaya one-x Communicator Overview and Planning 31

32 Features For a more detailed view of the above illustration, see overview on page 13. Basic feature set The Basic feature set includes the following features: Call bar / Windows task bar Dialpad / Feature tab Usage modes (Desk Phone, This Computer, Other Phone) File Transfer through Instant Messaging sessions Hot Keys to answer and end calls Grouping of Contacts to add, modify and delete custom contact groups Presence Access Control List (ACL) to selectively allow or deny Presence updates from being published on other clients Scalable Instant messaging capability Groups for associating users with particular phone settings Six-party ad hoc conferencing Multiple line appearances Lookup and dial enterprise Contacts through LDAP, requires integration with LDAP Click-to-call from Microsoft Office applications, requires integration with Avaya Collaboration Services Click-to-call from Microsoft Internet Explorer and Google Chrome. Requires integration with Avaya Collaboration Services November 2015 Avaya one-x Communicator Overview and Planning 32

33 Overview of the basic feature set Wipe-to-Dial (clipboard dialing) from an application Click-to- through Microsoft Outlook, requires integration with Avaya one-x Client Enablement Services Click-to-IM via Microsoft Office Communicator, requires integration with Application Enablement Services 24*7 Call logs, requires integration with Avaya one-x Client Enablement Services Enhanced login preferences: Automatic login and Autostart Emergency call handling Expanded video options: Full screen option, Always on top feature, and Screen Saver and Monitor Power Saving feature Returning Presence of Buddies only Deployment options Deployment options are: H.323 telephony feature set SIP telephony feature set Optional video Video features are optional and include: SIP high definition video in the This Computer mode using Avaya Aura Session Manager H.323 high definition video in the This Computer and Desk Phone modes Six-party ad hoc conferencing showing active speaker (Requires Meeting Exchange Enterprise with Common Intermediate Format (CIF) video resolution) Six-party ad hoc conferencing (Requires Meeting Exchange Enterprise) For more information about video features, see Overview of video on page 60. Features with Application Enablement Services (optional) Basic features that require integration with Application Enablement Services are optional. They include: Telephony integration with Microsoft Office Communications Server Related links Overview of the basic feature set on page 31 November 2015 Avaya one-x Communicator Overview and Planning 33

34 Features User interface The following is an example of the user interface for the Basic feature set: 1 Message Waiting Indicator (MWI) 2 Inbox dashboard 3 Window and application controls 4 User status 5 Location mode indicator 6 Presence message 7 Action bar 8 Mode settings 9 Video settings 10 Sound settings User interface description The user interface provides easy and intuitive access to Avaya one-x Communicator features. Message waiting indicator Use the MWI to receive alerts when you get new voice mail messages in your inbox. You can also use MWI to retrieve voice mail messages stored in your inbox if you have enabled message access in the General Settings>Messaging tab and provided the Modular Messaging pilot number. November 2015 Avaya one-x Communicator Overview and Planning 34

35 User interface description Inbox dashboard The inbox dashboard gives you easy access to: Call logs Contacts Window and application controls Use Window controls to: Open Online Help. The Online Help describes how to use the icons in the user interface to perform tasks. Open a context-sensitive menu to perform tasks such as changing your configuration settings and exiting the program. Minimize the interface and place the Avaya one-x Communicator icon in the desktop task bar. Minimize the interface and place a Avaya one-x Communicator icon in the system tray. User status The user status indicator displays the current status of a contact. The options are: Automatic Available Away Busy Do not disturb Out of office Offline Location mode indicator The location mode indicator displays your active usage mode. Examples of location modes are: Office Home Mobile Traveling Presence message The user interface displays your presence message of your contact. The options are: Away On a call In a Conference November 2015 Avaya one-x Communicator Overview and Planning 35

36 Features Hosting Conference In a meeting Out of Office You can customize the presence message that displays the user interface of your contact by entering a new presence message. Action bar The action bar contains a field for entering names or phone numbers. The buttons in the action bar perform the following tasks with the information you enter: Search the contact results based on the letters or numbers you enter Dial the number or name that you enter Redial the number or name that you enter Display the Dialpad Mode settings Use the Mode settings icon to see the current Avaya one-x Communicator mode. Video settings Use the Video settings icon to select the preferred camera and to open Avaya one-x Communicator video window. Sound settings Use the Sound settings icon to configure the volume settings and to select audio microphone and speaker devices for calls in Avaya one-x Communicator. Telephony Advanced Telephony features The following telephony features are available with both H.323 (Advanced Telephony) and SIP (Advanced SIP Telephony) protocols depending on how your extension on the Communication Manager system is administered. Feature Description H.323 SIP Automatic Call Back Call Forwarding All Calls Enables a user to set up a call back request if the telephone of the called party is busy. Enables a user to forward all calls to any extension. Table continues November 2015 Avaya one-x Communicator Overview and Planning 36

37 Telephony Feature Description H.323 SIP Call Forwarding Busy/Don't Answer Call Park and Call Retrieve Calling Party Number Blocking Calling Party Number Unblocking Call Pickup (Group, Directed, and Extended Group) Malicious Call Trace One-step Recording Enables a user to forward calls to any extension when the user's extension is busy or when the user does not answer. The Call Park feature enables a user to place the current call in the call park state. The Call Retrieve feature enables the user to retrieve the parked call. Enables a user to block the sending of the calling party number for a call. Enables a user to deactivate the Calling Party Number Blocking feature and allows the calling party number to be sent for a single call. With Call Pickup, a user creates a call pickup group. All group members can answer a call ringing at another telephone in the group from their telephones. If more than one telephone is ringing, the telephone that has been ringing the longest is picked up. With Directed Call Pickup, a user specifies which ringing telephone a user want to answer from your telephone. A call pickup group is not required. With Group Call Pickup, Avaya one-x Communicator prompts for a group number. Users within an "extended" group can then answer calls outside of their immediate group by entering a feature access code (FAC) followed by the one-digit or two-digit pickup (index) number. However, the users need not enter FAC if it is administered on the telephone. Enables a user to send a message to the MCT control extensions that the user wants to trace a malicious call. Enables a user to activate and deactivate the recording of active calls to Audix. Table continues November 2015 Avaya one-x Communicator Overview and Planning 37

38 Features Feature Description H.323 SIP Priority Calling Send All Calls Transfer to Voic Whisper Page EC500 Team Button Enhanced Call Pickup with Alerting Enhanced Call Forwarding Enables a user to dial a feature access code or use the Priority feature button (if administered on your call server) to originate a priority call. Priority calls ring differently and override the Send All Calls feature, if active. Enables a user to direct all incoming calls to coverage. Enables a user to transfer the caller to Audix mail where the caller can leave a message. Enables a user to make and receive whisper pages. A whisper page is an announcement that is sent to another extension that is active on a call. Only the party on the extension hears the announcement. No other parties on the call hear the announcement. Enables a user to divert calls to its office phone to other phones. Using this feature incoming calls to your office number reach you on the road, at another location, or even walking around the workplace. When you cannot respond, your voice mail picks up your messages. Enables a user to monitor the members of a team of stations. Members of a team can be of any station type with multiple call appearance displays and administrable feature buttons. Enables users to answer calls for one another if the users are members of the same pickup group. The feature has been enhanced to provide display of calling and called party information. You can get the enhanced features if you are using Communication Manager Release 5.2 or later. Enables a user to set up forwarding of incoming calls to different destinations No Not supported when Avaya one-x Communicator is used in the Other Phone mode. Not supported when Avaya one-x Communicator is used in the Other Phone mode. Call Pick Up with Alerting and Enhanced Call Pickup with Alerting features are not supported when Avaya one-x Communicator is used in the Other Phone mode. Table continues November 2015 Avaya one-x Communicator Overview and Planning 38

39 Offline Call Journaling Feature Description H.323 SIP depending on whether the incoming calls are from internal or external sources. Not supported when Avaya one-x Communicator is used in the Other Phone mode. Offline Call Journaling The Offline Call Journaling feature provides Avaya one-x Communicator users a consistent and continuous view of call logs whether generated when a device is logged in, or generated when no device is logged in. The feature is available to users in H.323 protocol mode as well as SIP protocol mode. In H.323 mode, users need to configure Offline Call Journaling through the Avaya one-x Communicator user interface and require a Backup and Restore server. The Offline Call Journaling feature in SIP mode uses a call log repository of the 100 most recent call logs per user located on Avaya Aura Session Manager or Personal Profile Manager (PPM). Offline Call Journaling and preserving Name Resolution for numbers SIP protocol: Avaya one-x Communicator in Offline Call Journaling mode preserves the Names for calls that were generated on Avaya one-x Communicator in the previous login session for call logs downloaded from Avaya Aura Session Manager or PPM. Missed call records that were generated by Avaya Aura Session Manager when no SIP device was logged in, these records when downloaded by Avaya one-x Communicator on initial login, have their Name Resolution performed. H.323 protocol: Avaya one-x Communicator preserves the Name for a call record that was generated on Avaya one-x Communicator. Avaya one-x Communicator also performs name resolution and preserves the Name when downloading call records from the backup and restore server for any missed calls received by Avaya one-x Communicator from Avaya Aura Communication Manager. Feature button names Avaya one-x Communicator supports customizing the names of the configured feature buttons. Only the administrators can customize the feature buttons in Avaya one-x Communicator. Personal call Avaya one-x Communicator supports personal calls from the user interface. You can mark a call as a Personal Call at the beginning by selecting an option on the user interface. However, you can view this option only if your administrator has enabled the feature using the Avaya one-x November 2015 Avaya one-x Communicator Overview and Planning 39

40 Features Communicator Centralized Administration Tool. A special billing feature code distinguishes the personal call from the other calls. Hot Keys Avaya one-x Communicator supports assigning of Hot keys, also known as keyboard shortcuts, to user functions. Avaya one-x Communicator users can assign Hot keys to frequently used functions to work efficiently without having to alternate between the mouse and the keyboard. You can assign Hot keys to the following features: Accept call End call Show or Hide Application Dial from clipboard Video SRTP support In the SIP protocol mode, Avaya one-x Communicator supports Secure Real-time Transport Protocol (SRTP) video media encryption for point-to-point video calls as well as video conferences. Secured video SRTP encryption is available to Avaya one-x Communicator users only in the This Computer user mode. Feature highlights Support for audio SRTP and video Real Time Protocol (RTP) when the users make or join a video conference using Avaya Aura Conferencing Release 7.2 Support for audio SRTP and video SRTP on Avaya Aura Session Border Controller Encryption status available in the video statistic window Support for Multi Device Access Avaya one-x Communicator supports the Multi-Device Access (MDA) feature. The MDA feature provides users with an option to register more than one SIP endpoints with a single extension. The MDA feature provides the following capabilities: Log on to the same extension from multiple devices. Answer a call from multiple devices. Move calls among different devices. Join an existing call from other logged in devices. November 2015 Avaya one-x Communicator Overview and Planning 40

41 Trusted Third Party Certificate support Simultaneous ringing on all logged in devices when the extension receives a call. Enable or disable call features from any of the logged in devices. The number of devices that can remain simultaneously logged in depends on the Avaya Aura configuration for your extension. The server configuration also determines whether the first or the last logged in device is denied access when you reach the maximum simultaneous devices supported. Note: If your administrator configures MDA for your extension, the bridged line appearance displays bridged calls on all logged in devices. You can join an active call on the bridge from any of the logged in devices. Dual registration Avaya one-x Communicator supports dual registration feature. With the dual registration feature, users can assign the same extension to H.323 and SIP endpoints. When the same extension is used to register a SIP endpoint to Session Manager and an H.323 to Communication Manager, an incoming call to the extension rings at both the endpoints. Users can answer the call either at the H. 323 endpoint or at the SIP endpoint. Trusted Third Party Certificate support Avaya one-x Communicator supports Trusted Third Party (TTP) Certificate Authorities (CA) for two-way SSL/TLS authentication. The TTP CA certificate is stored in the system certificate store. The certificate is used for SSL/TLS negotiations with: Avaya Aura Session Manager or Avaya Aura Session Border Controller Avaya one-x Client Enablement Services Avaya one-x Communicator validates these TTP CA certificates against the trusted CA certificates stored in the system certificate store. Paired signon Avaya one-x Communicator supports paired signon with Avaya VDI Communicator in DeskPhone (Shared control) user mode. Avaya one-x Communicator sends user credentials to Avaya VDI Communicator that is running on a thin client connected virtually. Using these credentials, Avaya VDI Communicator logs on and gets connected to the same extension. Users must configure both the clients with the Aura configuration information before logging in. Logging out from Avaya one-x Communicator also results in logging out from Avaya VDI Communicator even if the two were not connected using paired signon. Paired signon is supported in the following virtual environments: Citrix November 2015 Avaya one-x Communicator Overview and Planning 41

42 Features VMWare Microsoft Terminals In case of a connection failure at Avaya one-x Communicator, users can still use Avaya VDI Communicator to make and handle calls. Video in shared-control with VDI Communicator Avaya one-x Communicator supports video in shared control with Avaya VDI Communicator in DeskPhone (Shared control) user mode. When Avaya one-x Communicator and Avaya VDI Communicator are connected, videos during a video call are processed locally on the thin client providing users with a superior quality. Users can handle the video calls using either Avaya one-x Communicator or Avaya VDI Communicator. In case of a connection failure at Avaya one-x Communicator, users can still use Avaya VDI Communicator to make and handle calls. Instant Messaging Avaya one-x Communicator users can send and receive messages and files securely to other users in SIP mode as well as in H.323 mode through Instant Messaging sessions. Avaya one-x Communicator supports Unicode enabling to send and receive instant messages in any language. The files are encrypted while sending and decrypted while receiving. Users can also send and receive instant messages from Avaya one-x Agent users if they are registered on the same presence server or a federated Extensible Messaging and Presence Protocol (XMPP) server. Note: Avaya one-x Communicator does not support sending and receiving of files if you use an Avaya Aura Session Border Controller server remote connection with your Avaya Aura system. Presence services Use Avaya Aura Presence Services features with Avaya one-x Communicator to reach your coworkers and staff quickly through instant messaging services. Avaya one-x Communicator provides Instant Messaging and Presence services by connecting to the Avaya Presence Server through XMPP protocol. You must add a contact as a Favorite to view the presence status of the contact. Feature highlights View the Presence of a contact through system messages November 2015 Avaya one-x Communicator Overview and Planning 42

43 Presence services View whether the contact has video enabled View the usage mode of a contact or set your own mode Set up permissions for other users to view your presence status The Presence status is displayed for contacts added to the favorite list and for enterprise contacts from LDAP search results. To get the appropriate presence information for an enterprise contact, the IM handle mapping must be performed. The Presence Access Control List (ACL) provides you with an option to allow or deny requests from other users to view your presence status. Avaya one- X Communicator displays the presence status of the contacts in the search results if your ACL policy is set to Allow. If your ACL policy is set to Confirm the presence status for the contacts in the search results is not available. Products and services required in a Microsoft environment The following products and services are required for proper software integration in a Microsoft environment: Presence Server Application Enablement Services Avaya one-x Client Enablement Services Microsoft Lync Server and Microsoft Lync Microsoft Office Communications Server and Microsoft Office Communicator Related links Presence services of federated contacts on page 43 Presence services for users outside an enterprise on page 44 Adhoc Presence query through Avaya Collaboration Services on page 44 Ad hoc presence in search results on page 45 Presence services of federated contacts Avaya one-x Communicator provides you with the option of viewing the presence status of your co-workers through third party applications and contact them through instant messaging sessions. Using this feature Avaya one-x Communicator users can view the dynamic presence of federated contacts through the contact cards in Microsoft Outlook, Internet Explorer, Google Chrome, and Mozilla Firefox. Feature highlights View the dynamic Presence of a federated contacts through Microsoft Outlook when the Contact is in From, To, or CC fields. View the Presence note of federated contacts. View the channels of communication available to reach a federated Contact by using the Outlook Contact card. For example, Instant Messaging, audio call, video call, or . November 2015 Avaya one-x Communicator Overview and Planning 43

44 Features Use browser contact cards to reach a federated contact through Instant Messaging, audio call, video call. The supported browsers are Microsoft Internet Explorer, Google Chrome, and Mozilla Firefox. Products and services required The following products and services are required for proper software integration in a Microsoft environment: Avaya Aura Presence Services Avaya Collaboration Services Microsoft Outlook Google Chrome Microsoft Internet Explorer Mozilla Firefox Related links Presence services on page 42 Presence services for users outside an enterprise Avaya one-x Communicator in SIP mode displays the dynamic Presence of Contacts from outside an enterprise. When a user adds a Contact from outside the enterprise using an external LDAP or PPM, Avaya one-x Communicator uses the Instant Messaging handle or the phone number to map with the existing Contacts. This feature is applicable only to the newly-added Contacts. Feature highlights View the dynamic Presence of Contacts outside the enterprise. Contacts that are in LDAP or PPM. Feature is available only for newly-added Contacts. Users can also manually add Contacts that have valid IM address. Related links Presence services on page 42 Adhoc Presence query through Avaya Collaboration Services Avaya one-x Communicator and Avaya Collaboration Services integrate with Microsoft Outlook 2007 SP1 and SP2, Microsoft Outlook 2010, and Microsoft Outlook 2013, Microsoft Internet Explorer, Google Chrome, and Mozilla Firefox to provide adhoc Presence query for contacts. Avaya Collaboration Services is installed by default when you install Avaya one-x Communicator on Windows 7 and Windows 8 operating systems. For more information on installation, see the Implementing Avaya one-x Communicator guide. You must update your antivirus regularly to avoid any issues related to Microsoft Outlook integration. November 2015 Avaya one-x Communicator Overview and Planning 44

45 Presence services You can use the following Avaya one-x Communicator features from your Microsoft Outlook client: Making and logging calls from Microsoft Outlook. Making calls from Microsoft Outlook contacts and from Journal entries. Viewing the Presence status of your: - Favorite contacts in a federated environment when the contacts are in To, From, or CC fields in the Outlook . The presence status of federated users not included in your favorites list is shown as unknown. - Favorite contacts in Avaya environment when the contacts are in To, From, or CC fields in the Outlook . - Non-Favorite contacts in Avaya environment when the contacts are in To, From, or CC fields in the Outlook if Enable Outlook Presence for Non-Favorite Contacts is enabled. Sending instant messages to your: - Favorite federated contacts. - Favorite contacts in Avaya environment - Non-favorite contacts in Avaya environment if Enable Outlook Presence for Non-Favorite Contacts is enabled. Viewing the Presence note of the users in the Microsoft Outlook contact card in Avaya environment for Favorite contacts and non-favorite contacts if Enable Outlook Presence for Non-Favorite Contacts is enabled. If you use Microsoft Outlook 2013, you can see the presence note of your favorite contact only if the contact card is pinned. Viewing the available channels of communication of a: - Favorite contact through a Contact card and making calls to a contact. - Non-favorite contact through a Contact card and making calls to a contact if Enable Outlook Presence for Non-Favorite Contacts is enabled. Related links Presence services on page 42 Ad hoc presence in search results Avaya one-x Communicator provides you with the option of viewing the presence status of your contacts in search results. Feature highlights View the Presence of contacts in search results Presence states for the following types of contacts are displayed: - Avaya one-x Communicator LDAP contacts - Avaya one-x Client Enablement Services contacts - Personal Profile Manager (PPM) contacts November 2015 Avaya one-x Communicator Overview and Planning 45

46 Features Products and services required The following products and services are required for proper software integration in a Microsoft environment: Avaya Aura Presence Services Avaya Collaboration Services Related links Presence services on page 42 Grouping of Contacts Avaya one-x Communicator supports grouping of Contacts. Users can classify their contacts and create groups for a similar set of contacts for their convenience. Users can perform the following actions: Create a Group Move Contacts into a Group Rename an existing Group Reorder the Groups Remove a Group Conferencing Avaya one-x Communicator supports Meet-Me conferencing (ad hoc conferences with as many as 6 parties.) Voice messaging The Message Waiting Indicator (MWI) is included in the Basic feature. Contact management Avaya one-x Communicator supports adding, modifying and removing your contacts in SIP as well as H.323 mode. In SIP mode, the contacts are saved in Avaya SIP Personal Profile Manager. You can gain access to these contacts from any computer when you log on to Avaya one-x November 2015 Avaya one-x Communicator Overview and Planning 46

47 Contact management Communicator using your extension. In H.323 mode, the contacts are saved in the computer where you create the contacts. You cannot access these contacts from any other computer. Avaya one-x Communicator supports a maximum of 50 Favorite contacts. But, administrators can enhance this limit up to 100 using the config.xml file. Type of Contact Contact limit in H.323 mode Contact limit in SIP mode Personal Contact Favorite Contact Contacts imported from Microsoft Outlook Enterprise contact directories Avaya one-x Communicator uses the Public Directory Client software, which is LDAP compliant, to support the following types of enterprise contact directories. You cannot make changes to the content of these directories. Active Directory (for Windows) IBM Domino Novell edirectory Sun One Directory Personal contact directories After you create your personal contact directory, you can modify the details of the contact from the Avaya one-x Communicator user interface. Feature highlights Display favorites and personal directories. Search for a contact in all of your directories at the same time or in each directory separately. Organize and group contacts. Add, modify, and delete personal contacts. View contact details. You can change this information for a personal contact but not for a favorite contact. Click on a contact to open your default client. The that opens is pre-addressed to that contact. Double-click a contact to display more details. Send an instant message from your contact directories using Avaya one-x Communicator. Import and export contacts from Microsoft Outlook Create journal entries in a Microsoft Outlook environment. November 2015 Avaya one-x Communicator Overview and Planning 47

48 Features Import and export of Contacts in H.323 mode In H.323 mode, Avaya one-x Communicator supports import and export of contacts that are in.vcf format. When you export contacts from Avaya one-x Communicator, the contacts are saved in.vcf format. Import Contacts in SIP mode In SIP mode, Avaya one-x Communicator supports importing contacts from your Microsoft Outlook. Call logs The call log feature in Avaya one-x Communicator logs incoming, outgoing, and missed calls. Avaya one-x Communicator automatically generates a one line summary for every incoming and outgoing call and displays the call logs on the user interface. In the standalone mode, a maximum of 500 call logs are displayed. However, the limit can be reduced by using the config.xml file. Citrix XenApp and XenDesktop Citrix XenApp and XenDesktop provide users with an option to access corporate applications from remote locations such as home, airport Internet kiosks, softphones, and other devices outside the corporate network. Though the applications seem to be installed and running on a desktop computer, the applications are actually running on the Citrix server hosted in a corporate environment. Avaya one-x Communicator supports XenApp and XenDesktop to facilitate use of the applications from remote locations. Users can access Avaya one-x Communicator remotely only if the Avaya one-x Communicator client application is a published application on XenApp or XenDesktop. Avaya one-x Communicator in SIP and H.323 mode supports Citrix XenApp and XenDesktop in the following environments: Virtualization environment Versions Supported user modes Citrix XenDesktop 6.5, 7.x Deskphone (Shared Control) Citrix XenApp Release with Microsoft Windows 2008 R2 and 2012 Other Phone (Telecommuter) 6.5, 7.x Deskphone (Shared Control) Other Phone (Telecommuter) The number of concurrent Avaya one-x Communicator instances for one XenApp server depends on the server CPU and memory capacity. Avaya has successfully tested operations with up to 60 users on XenApp 7.5 with the following setup: November 2015 Avaya one-x Communicator Overview and Planning 48

49 VMware Horizon View Server type CPU System Memory Hard Desk Drive Operating System IBM BladeCenter HS22-[7870AC1] Dell R620 Note: Intel(R) Xeon(R) CPU 2.53 GHz Intel(R) Xeon(R) CPU 2.50 GHz 40 GB 552 GB Windows GB 900 GB XenServer 6.2 Avaya one-x Communicator does not support the following in a virtual environment: This Computer Login mode Integration with IBM Lotus Notes VMware Horizon View VMware Horizon View provides access to a virtual desktop for remote access to corporate applications or support for Virtual Desktop Infrastructure deployments. Avaya one-x Communicator in SIP and H.323 mode supports VMware Horizon View in the following environments: Virtualization environment Versions Supported user modes VMWare Horizon View Deskphone (Shared Control) Other Phone (Telecommuter) Products and services required for basic features H.323 protocol Basic feature Requirement H.323 telephony features Avaya Aura Communication Manager Release or later H.323 video (point-to-point) Avaya Aura Communication Manager Release or later H.323 video with ad hoc video conferencing Avaya Aura Communication Manager Release or later Avaya Aura Conferencing Release 6.0 or later Video conferencing bridge hardware November 2015 Avaya one-x Communicator Overview and Planning 49

50 Features SIP protocol Basic feature Requirement SIP telephony and video features Avaya Aura Communication Manager Release or later Avaya Aura Session Manager Release 6.3 or later Instant Messaging Avaya Aura Communication Manager Release or later Avaya Aura Session Manager Release 6.3 or later Avaya Aura System Manager Release 6.3 or later Avaya Aura Presence Services Release 6.2 Product integrations and feature functionality Basic feature Click to call a phone number from a Web browser Click to call a phone number from Microsoft Outlook Citrix Presentation Server (also known as Citrix XenApp) support (video feature and This Computer mode are not supported) Requirement Microsoft Internet Explorer Release 8, Release 9, and Release 10 Google Chrome version 24 and later Mozilla Firefox version 23 and later Microsoft Outlook 2007 SP1 and SP2, or Microsoft Outlook 2010, or Microsoft Outlook 2013 Citrix XenApp Release 5 and 6 with Microsoft Windows 2008 R2 Citrix XenApp Release 5 with Microsoft Windows Server 2003 (32 bit version and 64 bit version) November 2015 Avaya one-x Communicator Overview and Planning 50

51 Chapter 4: Unified Communication feature set Overview of the Unified Communication feature set Avaya one-x Communicator offers a rich set of features designed to help you manage all of your communication tasks. These features include: Desktop integration with an easy-to-use user interface Visual audio bridge conferencing Visual voice mail Contact management, including access to LDAP directories within the enterprise Communication History for enterprise calls and messages Presence access requests control Note: Avaya one-x Communicator supports video with H.323 in This Computer and Desk Phone modes but not in Other Phone mode. It supports video with SIP in This Computer mode but not in Desk Phone and Other Phone modes. There is no support for video in virtual environments. Software integration To provide the Unified Communication feature set, Avaya one-x Communicator must integrate with Application Enablement Services and Avaya one-x Client Enablement Services. If you are using a SIP softphone, Avaya one-x Communicator also integrates with Session Manager. Related links Unified Communication features at a glance on page 51 Unified Communication features at a glance The Unified Communication feature set includes everything in the Basic feature set. For information about the Basic feature set, see Overview of the basic feature set on page 31. The Unified Communication feature set also includes functions based on the following Avaya products: Avaya one-x Client Enablement Services November 2015 Avaya one-x Communicator Overview and Planning 51

52 Unified Communication feature set Modular Messaging, Message Storage Server (MSS) configuration Meeting Exchange Enterprise For a more detailed view of the above illustration, see overview on page 13. With Avaya one-x Client Enablement Services When you deploy the Unified Communication feature set, you get all the functions of the Basic feature set and the following Unified Communication features: Visual Audio Bridge Conferencing, see Visual Audio Bridge Conferencing on page 55. This feature requires integration with Avaya Modular Messaging. Visual Messaging, see Visual Messaging on page 57. This feature requires integration with Avaya Modular Messaging. Contact management, see Contact management on page 56. This feature requires integration with LDAP server. Communication History, see Communication History on page 57. Video presence, see Presence Services on page 42. Related links Overview of the Unified Communication feature set on page 51 Unified Communication user interface The following is an example of the user interface for the Unified Communication feature set: November 2015 Avaya one-x Communicator Overview and Planning 52

53 User interface description 1 Message Waiting Indicator (MWI) 2 Inbox dashboard 3 Window and application controls 4 User status 5 Location mode indicator 6 Presence message 7 Action bar 8 Mode settings 9 Video settings 10 Sound settings User interface description Message waiting indicator Use the MWI to receive alerts when you get new voice mail messages in your inbox. In addition, you can use MWI to retrieve voice mail messages stored in your inbox. Inbox dashboard The inbox dashboard gives you easy access to: Voice mail. Communication History Contacts November 2015 Avaya one-x Communicator Overview and Planning 53

54 Unified Communication feature set Window and application controls Window controls allow you to: Open online Help. The Help describes how to use the icons in the user interface to perform tasks. Open a context-sensitive menu to perform tasks like changing your settings and exiting the program. Minimize the interface and place a Avaya one-x Communicator icon in the desktop task bar. Minimize the interface and place a Avaya one-x Communicator icon in the system tray. User status The user status indicator displays the current status of a contact. The options are: Available Busy Unavailable Out of Office Offline Auto-Manage Location mode indicator The location mode indicator displays the active usage mode of a contact. The options are: Office Home Mobile Traveling Presence message The user interface displays your presence message of your contact. The options are: Away On a call In a Conference Hosting Conference In a meeting Out of Office You can customize the presence message that displays the user interface of your contact by entering a new presence message. November 2015 Avaya one-x Communicator Overview and Planning 54

55 Visual Audio Bridge Conferencing Action bar The action bar contains a field for entering names or phone numbers. The buttons in the action bar perform the following tasks with the information you enter: Search for the text or numbers that you enter Dial the number or name that you enter Redial the number or name that you enter Show the conference bridge Display the Dialpad Mode settings Use the Mode settings icon to see the current call settings of Avaya one-x Communicator: Selected Avaya one-x Communicator mode The Ring also feature settings The Block calls feature settings Video settings Use the Video settings icon to select the preferred camera and to open Avaya one-x Communicator video window. Sound settings Use the Sound settings icon to configure the volume settings and to select audio microphone and speaker devices for calls in Avaya one-x Communicator. Visual Audio Bridge Conferencing The optional Avaya one-x Communicator conferencing features can improve collaboration by increasing the effectiveness of conference calls made on the Avaya Conferencing Enterprise solution. Feature highlights This Unified Communication option includes the following features: Start a conference, mute, drop, and invite new participants Initiate the lecture mode Record a bridged conference View Caller ID or name (when name is mapped) in a bridged conference Identify the speaker, noisy lines, and a muted participant Lock a conference Close a conference November 2015 Avaya one-x Communicator Overview and Planning 55

56 Unified Communication feature set Products and services required for Visual Audio Bridge Conferencing Visual Audio Bridge Conferencing requires access to the following products and services: Avaya one-x Client Enablement Services Conferencing Enterprise Contact management Contact management in the Unified Communications feature set builds on the Basic feature set by adding Avaya one-x Client Enablement Services functionality. Personal contact directories After you create your personal contact directory within Avaya one-x Client Enablement Services, you can edit it from the Avaya one-x Communicator user interface. However, you cannot view presence information from the personal contact directory. Feature highlights In addition to the Basic contact management features, the integration with Avaya one-x Client Enablement Services allows you to display the Presence Access List (PAL) and view presence information for corporate contacts in call logs, visual voice mails, favorites, and messages. Feature functionality You can click the Instant Message icon for a specific contact to start your Instant Message session. You can establish an instant messaging session with a user who is online and is added as a Favorite contact. You can click on the icon to use your default mail client, that is, Microsoft Outlook or IBM Lotus Notes, to compose a new . If a contact record contains more than one phone number, select the number you want to dial from a menu. The Unified Communication integration with Avaya one-x Client Enablement Services and the Presence Server displays presence information only for the primary number of a contact. Call records for known contacts display basic presence information and available communication channels. You can set the Contacts inbox to display all corporate and personal contacts by default. However, this setting might affect performance. Software interactions Software interactions for Unified Communication contact management features include: Screen pop-ups are available for personal contact searches only if you have properly installed and configured the Avaya Integrator for Outlook. November 2015 Avaya one-x Communicator Overview and Planning 56

57 Visual Messaging You cannot import contacts into Avaya one-x Communicator. However, Avaya one-x Communicator allows you to search the Outlook or Lotus Notes contact directory and then Click-to-Dial or or IM the contact. Visual Messaging The Avaya one-x Communicator Visual Messaging features increase individual productivity by providing visual access and sorting capability to voice messages for users of Modular Messaging with MSS. Feature highlights Use Message Waiting Indicator (MWI) View your voice mail View the status of a message (read, unread) Use click-to-play and delete voice messages from your desktop Download and save the voice message View the name of a caller (if available) or phone number Add the phone number to personal contacts Add a number to favorites Send an to the caller Send an instant message to the caller Products and services required for Visual Messaging Visual Messaging is an optional Unified Communication feature that requires access to the following Avaya products: Avaya one-x Client Enablement Services Avaya Modular Messaging with MSS Avaya Aura Messaging with MSS Communication History The Communication History logs incoming and outgoing calls across the following products: Avaya one-x Communicator Avaya one-x Client Enablement Services Avaya Dskphones In the Unified Communications mode, call logs are stored on the Avaya one-x Client Enablement Services server and 200 call logs are displayed on the Avaya one-x Communicator user interface. November 2015 Avaya one-x Communicator Overview and Planning 57

58 Unified Communication feature set The default limit can be modified using Avaya one-x Client Enablement Services settings. However, the maximum number of call logs that can be displayed is 400. Feature highlights In addition to the Basic call log features, you can: View 24*7 call logs from the user interface. You can view incoming and outgoing call logs for Avaya desk phones that occurred even when Avaya one-x Communicator was not running. Sort records by name, time, and status. Products and services required for Communication History Communication History requires Avaya one-x Client Enablement Services. Products and services required for Unified Communication features The Unified Communication feature set includes the Basic features. Therefore, the requirements in this section are in addition to those described for the Basic features. All Unified Communication features require integration with Avaya one-x Client Enablement Services. Unified Communication features Unified Communication feature (integrated with Avaya one-x Client Enablement Services) Call logs and contacts Visual Messaging Visual Audio Bridge Conferencing Requirement Avaya one-x Client Enablement Services Release 6.2 Avaya one-x Client Enablement Services Release 6.2 Modular Messaging Release 5.2 with Message Storage Server (MSS) Avaya Aura Messaging 6.1 with MSS. Avaya one-x Client Enablement Services Release 6.2 Conferencing Enterprise 6.0 or later Presence Services Avaya Aura Presence Services Release 6.2 Telephony and presence integration with Microsoft Office Communications Server and Office Communicator Avaya one-x Client Enablement Services Release 6.2 Table continues November 2015 Avaya one-x Communicator Overview and Planning 58

59 Products and services required for Unified Communication features Unified Communication feature (integrated with Avaya one-x Client Enablement Services) Telephony with Microsoft Office Communications Server and Office Communicator Requirement Application Enablement Services Release or 5.2 Avaya Aura Presence Services Release 6.2 Microsoft Office Communications Server 2007 Microsoft Office Communicator 2007 Avaya one-x Client Enablement Services Release 6.2 Application Enablement Services Release or 5.2 Microsoft Office Communications Server 2007 Microsoft Office Communicator 2007 November 2015 Avaya one-x Communicator Overview and Planning 59

60 Chapter 5: Video Communication Overview of video Video communication using Avaya one-x Communicator is as simple as a phone call. This solution has: High definition video quality Supported on both 32-bit and 64-bit Windows 7, and Windows 8 Provides both point-to-point and multipoint capability Gives users improved collaboration capability for real-time decision making in the office, at home, or on the road Video SRTP support for SIP users in This Computer mode with TLS protocol Avaya one-x Communicator supports optional video in: This Computer mode with SIP protocol This Computer and Desk Phone modes with H.323 protocol Avaya one-x Communicator uses a single IP network for voice and video applications. Using this feature businesses can reduce costs, simplify network management, and make video a significant component of enterprise communications. Avaya one-x Communicator automatically adjusts the video quality based on the capabilities of the computer. Video telephony is an optional Avaya one-x Communicator feature and requires the Communication Manager Remote Feature Activation (RFA) license. For information about this license requirement, see Licenses on page 64. Note: Audio and video features are not supported when Avaya one-x Communicator is used through a remote desktop connection or a virtual computer. Session Manager Release 6.3 supports SIP video and audio shuffling optimization. In addition, it indicates when the called party is a video-enabled endpoint and hence allows video to be added when a called party is transferred or conferenced. Additional video information For more information about video features, see the Avaya Video Telephony Solution deployment guide which is available on the Avaya Web site at November 2015 Avaya one-x Communicator Overview and Planning 60

61 Video features for Avaya one-x Communicator Video features for Avaya one-x Communicator Video capability is an optional feature for Avaya one-x Communicator. Avaya one-x Communicator. Feature highlights Video features for Avaya one-x Communicator are: Desktop video controls: stop, mute/unmute, display properties and options, and relinquish camera control Video ad hoc conferencing Point-to-point video Multipoint video Bandwidth management Class of service and Differentiated Services Code Point tagging Video window always on top Full screen video window Disabling screen saver and saving monitor power Basic user interface with video Following is an example of the user interface for the Basic feature with the optional video feature: 1 Video button Unified Communication user interface with video Following is an example of the user interface for the Unified Communication feature with the optional video feature: November 2015 Avaya one-x Communicator Overview and Planning 61

62 Video Communication 1 Video button Products required for video features Avaya products Avaya one-x Communicator features differ depending on the Communication Manager release because video is part of Communication Manager. Supported Codecs The list of supported codecs are as follows: G.711A G.711MU G K G K G K G.729 G.729A G.729B G.729AB Web camera You can use any of the following USB cameras with Avaya one-x Communicator: HD cameras Creative Live! Cam Socialize HD Logitech Webcam C Logitech HD Pro C920 Webcam Logitech HD Pro B Logitech HD C Software/Driver Version November 2015 Avaya one-x Communicator Overview and Planning 62