Virtual Communications Express User Guide Desktop Softphone

Transcription

1 User Guide Feature Overview The Virtual Communications Express is a native Microsoft Windows and Apple Macintosh soft client, providing the following communication features: Premier User Standard User Desktop Client (a la carte) Desktop Client X X Mobile Client (a la carte) Unified Communications (a la carte) Mobile Client X X Enterprise Directory X X X User Feature Config X X X Call History X X X IM & Presence X X Desktop Sharing X X File Sharing X X My Room (Web RTC & Guest Client) X X Outlook Client X X Lync Integration X X ios & Android Tablet Clients X X

2 System Requirements Operating system o Apple Mac OS 10.8 Mountain Lion, Mac OS 10.9 Mavericks, Mac OS Yosemite. o Microsoft Windows 7, Windows 8/8.1, Windows 10 (Classical view only). The installation footprint is approximately 125 MB. For voice calls, a sound card, speakers, and a microphone or a headset are required. A minimum 1GB MB RAM is required. Minimum 1 GHz; however, 1.5 GHz is recommended. Intel Pentium 4 at a minimum, dual core CPU at a minimum is recommended for video calls. Open Graphics Library (OpenGL) 1.5 or higher is recommended. For high-definition (HD) video, the following is recommended: HD camera HD resolution support in display Pentium Quad Core or equivalent 2 GB RAM 2

3 Table of Contents Feature Overview...1 Table of Contents...3 Installation...5 Sign In...6 Main Window...9 Presence Contacts Add a Contact Edit Contacts Search for Contacts Incoming Calls Answer a Call Contact Name Lookup for Incoming Calls Missed Call or Communication Multi-Party Sessions Call Waiting Blind Call Transfer Call Park/Retrieve Call Pull In-Call Options Active Communications Make an Audio or Video Call Make a Call from Your Phone Share Your Desktop Start Chat Voice Mail My Room Group Chat Audio Conference MultiPoint Video Conference

4 Ad Hoc Conference Web RTC Feature Matrix Call Settings Anywhere Remote Office Forward Calls Do Not Disturb Hide Number Sim Ring Preferences General Tab Audio Tab Video Tab Credentials Tab Proxy Tab Add-Ins Tab Sign Out Exit Frequently Asked Questions Additional Help and Resources Getting Started with Your Service Returning Equipment Contact Us

5 Installation You will receive an indicating you were given access to the. 1. Log in to the My Phone dashboard. 2. Click the My Features tab. 3. Click on the menu on the left. Figure 1 My Features - 4. Click Download. The setup wizard pop-up appears. Windows Click Run or Save and follow the instructions. Launch Virtual Communications Express. OS X Double-click the disk image. Copy the application to the Applications folder. Launch Virtual Communications Express. 5

6 Sign In The first time you launch the you are prompted to sign in. You can choose to sign in automatically after initial sign in. You must also verify your address that reflects your current location for 911 calling. 1. Enter the user name and password for the. User name example: Password example: My Phone password 2. Check Remember password if you do not want to enter it every time you log in. 3. Check Sign in automatically if you want Virtual Communications Express to automatically sign in on subsequent launches. 4. Click Sign In. A pop-up appears asking if you need to update your address. Figure 2 Sign In/Address Verification 5. If you select No, you are logged in to the desktop client and calling is allowed. 6

7 6. If you select Yes, a warning message opens while your address is verified. Figure 3 Warning The My Phone dashboard opens in a browser window with a pop-up to enter the address of your current location. Figure 4 Emergency Response (911) Address 7. Enter the address. 8. Check Reset 911 Address to Primary Location, if applicable. This is not necessary if you are in a temporary location. 9. Check I have read and acknowledge the 911 Calling Requirements. 10. Click Save. When the address change was submitted successfully, you can return to the desktop client where you will see a pop-up message. 11. Wait for the pop-up message to close and you can begin using the softphone. 7

8 The address change can take up to 24 hours to be confirmed. You can still use the desktop softphone while the address change is pending. Figure 5 Pending Address A message appears if the address cannot be validated and you can reenter it. Figure 6 Address Cannot Be Validated 8

9 Main Window The contact list will be empty when you launch the Virtual Communications Express for the first time. Use the search field to find people and add them to your contact list. Contacts can also be added by clicking the + (add) button. Main Menu access the main menu to configure preferences and call settings and pull and retrieve calls. Presence Indicate whether you are available, away, busy, or offline. You can also set your location. It also indicates if you are offline, on a call, or in a meeting. Contacts view your contacts. Use filter and add contacts. to My Room This is your permanent communication room. Participants can dial in to your audio bridge for conferences. Communication History view messages and access voice mail. Dialer open a dial pad to place a call. Call Settings enable/disable or configure Do Not Disturb, Call Forwarding, Remote Office, Anywhere, Hide Number, and Sim Ring. Call make an IP audio call to a selected contact (VoIP). Call from Phone make a click-to-dial call from your desk phone (or secondary device). Video Call make a video call on your computer. Figure 7 Main Window Options - access call settings, preferences, and help. 9

10 Presence You can see the status of your contacts, and they can see yours. Presence means that your friends are able to see whether you are available to communicate, for example, I m busy or I m available. Icon Description Indicates that the contact is online and ready for communication. Indicates that the contact is online but has been idle or away from their computer for more than ten minutes. Indicates that the contact is busy and does not want to be disturbed. Indicates that the contact is offline. Indicates that a subscription is pending and the contact has not yet approved sharing their presence. Indicates that the contact is busy on a call. This is an automated presence status. Indicates that the contact is busy in a meeting. This is an automated presence status. The Busy In Call status overrides the Busy In Meeting status so this one is only seen if there is a meeting but no call. You can set your Microsoft Outlook calendar to automatically change your presence to Busy In Meeting in Preferences. Indicates that the contact is only available on their mobile device via Virtual Communications Express Mobile. Indicates that the contact is only available on a compatible desktop phone, Virtual Communications Express Desktop Mobile. 10

11 Contacts There are three types of contacts: Contacts - people with whom you communicate. Conference Contacts - audio conference bridges that you use to communicate with others. Groups - groups of contacts and/or conferences. Add a Contact There are no contacts on your contact list when you sign in for the first time. 1. Click + next to the Search and Dial field. 2. Select Add Contact or Add Conference Contact. The Add Contact pop-up appears. A conference contact is a special contact used for conference bridges to avoid remembering PIN codes and conference numbers. In addition to basic contact information, you can include the conference dial-in number, conference ID, and PIN. Note: You can also click Add Group to add a group to your list of contacts. 1. Enter the contact s information. Figure 8 Add Contact 2. Click. The contact appears in your contact list. 11

12 Edit Contacts Figure 9 Edit Contact 1. Select a contact. 2. Right-click and select Set as Favorite to add them to your favorites. -OR- Select Add to Group to add them to a group. -OR- Select View Profile to view the contact s information. You can initiate a call, edit the contact, or delete the contact. -OR- Select Edit Profile to edit the name, phone number, or conference information. -OR- Select Remove to remove the contact from your contact list. 12

13 Search for Contacts Virtual Communications Express supports an enterprise directory search in the Search field. Virtual Communications Express automatically searches the local contacts and the enterprise directory at the same time. Results are shown on a separate list in the main window. Additionally, there may be other search result groups from Microsoft Outlook contacts. Search results are displayed differently depending on the results of the contact list and directory search: If the Microsoft Outlook contact search is enabled, an Outlook contacts results group displays. If there are no results for a certain search source (local contacts, Outlook, or Virtual Communications Express telephony directory) that group is different in the. The enterprise directory searches for the first name and last name. By default, it waits for 1.5 seconds before it sends the search request to the server to reduce unnecessary load on the server. Typically, when adding a contact using directory search results, there are phone numbers, first names, and last names available. Outlook integration (search and calendar integration) on Microsoft Windows requires one of the following versions installed on the desktop: Outlook 2007 Outlook 2010 Outlook search also works when several Outlook accounts are in use, but only one account is used at a time (default selected, which can be changed in Outlook). Additionally, there are other related considerations as follows: The softphone searches for contact entries in the default Outlook account. The account is set to the default via File Info Account Settings Account Settings Data Files. Select an account and mark it as Set as Default. After making this change, sign out and sign back in to the and it will search that account for contacts entries. For some users, the softphone shows the Outlook proprietary Access/Deny security pop-up. This is triggered every 30 minutes when trying to read Outlook contacts and putting them into the softphone s local cache. Some users are only offered the option to Enable the integration for 10 minutes only. This Outlook security pop-up is triggered by the Outlook Object Security model when Virtual Communications Express tries to read a contact's address property. This error happens when a computer does not have anti-virus software installed or if it is not up to date with the latest virus definitions. For some users, it is possible to disable the Outlook security pop-ups in the Trust Center. If you are not using Outlook in an admin role it is possible to try to exit 13

14 Outlook and launch it from the app icon in the admin role via by right-clicking and selecting Run as admin. This requires that you have admin rights on the machine. Some users may not receive the Access/Deny popup, but Virtual Communications Express Desktop Softphone may display and Outlook not found message. This happens when trying to create an Outlook instance at login. For some users, it takes seconds and the Outlook API fails to create such an instance. As described in that error dialog description, exit the softphone and restart it. Outlook API should work the second time it is tried. The softphone searches Outlook contacts only on the local machine (e.g., the Outlook Address Book). There is no Exchange server look-up performed. In addition, all directories in Outlook are searched for contacts, even deleted folders. The contacts directory can also have multiple levels of subfolders. Outlook Object Security model was introduced in Outlook It was tested with Outlook 2007 and Outlook For Outlook versions prior to 2007, the Allow/Deny popup should not be triggered. However those versions are not officially supported. For Outlook 2013, the behavior should be similar to 2007 and

15 Incoming Calls Answer a Call You see a pop-up notification on your screen when someone is calling you. You can answer it, silence it, or reject the call. If you silence the call, the ringtone is silenced but the caller does not see anything on their end. You can answer or reject the call after silencing it. If you reject the call, it causes the line to sound busy at the caller s end and they know that you rejected the call. Contact Name Lookup for Incoming Calls If an incoming call does not have a calling name associated with it, Virtual Communications Express Desktop Softphone can perform a local contact search. If the number matches one of the contacts in the contact list, the name is shown on the incoming call screen along with the alert. If you retrieve your call logs/history and it does not have a calling name associated with it, Virtual Communications Express does a lookup in the local contacts and populates the name if a match is found. Missed Call or Communication There is a notification on the left side of the main window when you have one or more missed calls or other types of communications. Click the access missed calls icon while the softphone is active. Multi-Party Sessions You can have many participants in a call. Add more participants by dragging and dropping them onto the communications window, or selecting the Conference with call option. You can also add participants with just a telephone number. You can start ad hoc multi-party sessions by either multi-selecting contacts in the contact list and starting call with them, or by expanding a one-to-one session into a multi-party session by dragging and dropping a contact into the communication window. In an ad hoc session, the room used is a temporary one that is deleted once the session has ended (when the last participant leaves). Voice conferencing does not use a bridge, but uses the Virtual Communications Express n-way calling supplementary service in a sequential fashion. Call Waiting You can have one active call at any time. If you get a new incoming call and accept it, the existing call is put on hold and you can switch between these two calls by using the Hold/Unhold buttons. Blind Call Transfer Blind call transfer is available in the communications window. Select the Transfer Call option. 15

16 Call Park/Retrieve You can answer a call, park it, and pick up on another device or let somebody else pick it up and continue the call. While on a call on your, select Park Call from the call options menu. You can then retrieve it when needed. An ongoing call can be parked against your own number or another number (an extension). Call Retrieval works the same way; the parked call can be retrieved from your own number (an extension) or another number (an extension) to provide flexibility for who is picking up the parked call. A parked call is visible on your desktop in the active communications area so that you can easily retrieve it, but only for the duration of the Call Park announcement. After the announcement is over, the parked call disappears from the active communications area (since the triggering call is disconnected). After the call disappears from the active communications, you have to remember the extension to which the call was parked to retrieve it using the main window menu (or feature access code), unless the call was parked to one s own extension. If the call is not retrieved after a certain time, then the server calls the parked caller. Call Pull Call Pull allows you to pull an ongoing call from one of your devices to another one where the Call Pull feature is used. Call Pull can also be used with a Feature Access Codes (FAC) - *11. 16

17 In-Call Options There are several actions you can take while on a call. Figure 10 Options While On a Call Click to enter additional digits using the dial pad at any time during the call (e.g., to insert a conference number). Click to mute your microphone. Adjust the volume bar left or right to adjust the volume. Dragging it all the way to the left mutes your speakers. Click to access the call options menu. o Add Video open video chat. o Conference with add a third party to create a conference call. o Transfer to to transfer the call. o Park Call Put the call on hold. o View Profile View the contact s name and number. You can also initiate a video chat from here. o Edit Profile Change the contact s name, number, or conference information. o Add Contact add the contact to your contact list. o Show Window Show the call window with call controls. 17

18 Active Communications Active communications display at the top of the Contacts list in the main window. This area provides an easy view to see with whom you are communicating. The following is also available in this area: Double-click an active communication to open the communication window. End a call Mute your microphone Place a call on hold Merge two calls or transfer by dragging and dropping calls onto each other. More options: click in the bottom right corner of the main window. o o o o o Pull Call - you can pull a call from your Polycom phone to your Desktop Softphone by dialing *11 from the softphone. To pull a call from the back to your Polycom phone, select the line key on the Polycom phone and dial *11. Retrieve Parked Call With Virtual Communications Express or With Phone Call Settings (refer to Call Settings) Preferences refer to Preferences Help Figure 11 Options NOTE: The active communications displays are hidden if text is in the Search bar. 18

19 Make an Audio or Video Call Make an audio call using one of the following methods: Click one or more contacts in the Contacts list or search results, and then click (call), (call from phone), or (video). Right-click one or more contacts in the Contacts list or search results, and then click Call, Call from Phone, or Video Call. Open the dial pad, enter a phone number, and then click,, or.. Right-click a call entry in the Communication History list, and then click Call, Call from Phone, or Video Call. When viewing a contact s profile, click,, or. NOTE: If dialing a phone number that requires additional DTMF tones (e.g., a conference bridge), you can type the numbers on your keyboard or open the dial pad in the communication window. Figure 12 Dial Pad Figure 13 Make Audio/Video Call Make a Call from Your Phone When making a call from your phone ( your desk phone. ), your desk phone starts ringing and the call is established from TIP: You can pull a call from your Polycom phone to your by dialing *11 from the softphone. To pull a call from the back to your Polycom phone, select the line key on the Polycom phone and dial *11. 19

20 Share Your Desktop 1. Double-click on a contact to open a communication window. 2. Click. Figure 14 Communication Window 3. Click Play to start desktop sharing. Note: To share your desktop, you must enter your web collaboration credentials in Preferences Credentials. For more information, refer to Preferences. You can participate in desktop sharing sessions by another user even without having your own sharing credentials. Start Chat Start a chat using one of the following methods: Double-click a contact in the Contacts list or search results. Hold your ctrl key to select multiple contacts for a group chat. Left-click one or more contacts in the Contacts list or search results, and then click. Right-click one or more contacts in the Contacts list or search results and click. Double-click a chat entry on the Communications History list. Click in a communications window. 20

21 Voice Mail The Communication History lists your calls and voice mails. The icon indicated how many voice mails you have. Figure Click to access your voice mail. The voice message pop-up appears. Figure 16 Voice Message 2. Click to enter your passcode and listen to your voice message. 21

22 My Room Group Chat 1. Click to launch My Room. The My Room window opens. 2. Drag contacts to the My Room window to send invites for the group chat. Room invitees receive a pop-up inviting them to join the room. They must accept to be joined. In the below example, the room owner invited two participants. Arthur joined the room, which is indicated by the icon. Bruce has not yet joined. He is grayed out and has no chat icon. Figure 17 My Room - Group Chat 22

23 The My Room window displays your conference bridge information and participants can manually dial in if you want to get on an audio bridge. You can also clear chat history, share your desktop with your room participants, and right-click on a participants name to dismiss them. Figure 18 Group Chat Functions 23

24 Audio Conference Participants can join a My Room owner s audio bridge. The owner s bridge is called using the Desktop Softphone. It is also used to hang up. In-call options include: Dial pad Mute Volume slider Hold, Transfer Figure 19 My Room - Audio Conference 24

25 MultiPoint Video Conference The icon joins you to the owner s bridge (via softphone) and starts your video feed. Or you can start the video while you are already in an audio conference. Your feed is only seen by others that started their video as well. Up to 15 participants can join. Start/stop your video feed at any time. You will no longer see the other participants video (your view will change to the regular chat window), but will remain on the audio bridge. Other participants can view other until they stop their own video feeds. Figure 19 My Room - Video Conference 25

26 Ad Hoc Conference You can begin an ad hoc multi-party conference from a communications window. In contrast to using My Room, which uses your permanent chat and collaboration rooms/conference bridge, the room is used a temporary one that is deleted once the session ends. Voice conferencing does not use a bridge; instead it uses the N-Way Calling supplementary service in sequentially. Figure 20 Start an Ad Hoc Conference Start an ad hoc multi-party session: Select multiple contacts on your contact list and starting a chat Call participant Expand a one-to-one session by dragging and dropping a contact to the Communications window 26

27 Web RTC You can join a room via a Web browser. This is intended for users outside your company. Via My Room you can: Generate an invitation Copy invitation details to the clipboard Copy only the room link to the clipboard Guest users can join a session with audio in a Web browser by requesting a callback using the provided dial-in number and conference PIN, as well as use Group Chat and Sharing in the Web browser. However, guest clients do not have private chat and they can see the chat history of messages that occurred after they joined the session. Invitations persist until a reset via a separate right-click menu item. Individually accept each joining guest participant. Not doing this in a predefined period of time results in the invitation becoming obsolete and guests not being able to use the link to join. After dismissing a guest user from share and chat, the audio/video portion can remain. Figure 21 Web RTC 27

28 Feature Matrix The following OS and browser combinations are supported if Web Real-Time Communication (Web RTC) is disabled by your service provider: Latest Chrome on Windows (Windows 7, Windows 8 [Classic], and Windows 8.1 [Classic]) and OS X (10.8 and 10.9) Internet Explorer 11 on Windows (Windows 7, Windows 8 [Classic], and Windows 8.1 [Classic]) Safari 7 on OS X (10.8 and 10.9.) The following OS and browser combinations are supported if Web RTC is enabled by your service provider: Latest Chrome on Windows (Windows 7, Windows 8 [Classic], and Windows 8.1 [Classic]) and OS X (10.8, 10.9, and 10.10) 28

29 Call Settings Virtual Communications Express supports the following service management features allowing supplementary services to be managed using the Call Settings screen. Figure 22 Call Settings Click to access Call Settings. Do Not Disturb Call Forwarding Always, Busy, No Answer, Not Reachable Remote Office Anywhere Sim Ring Call Settings (next page) 29

30 Figure 23 Call Settings - Anywhere Anywhere Anywhere extends the features of a desk phone to any other fixed or mobile device, regardless of the network or handset manufacturer. Callers dial one number and can reach you on any phone you choose. A desk phone, cell phone, and/or a soft phone can ring simultaneously. You can move live calls from one device to another without hanging up. 1. Click Add Location to add numbers to be used in the service. 2. Check Alert all enabled locations for Click-To-Dial to activate simultaneous ringing. Remote Office Remote Office allows you to use any phone as the office phone. For example, a hotel room phone can be used as your office phone. 30

31 Figure 24 Remote Office 1. Click to enable Remote Office. 2. Check Enable Service. 3. Enter the phone number you want to use as the Remote Office number. 31

32 Forward Calls You can forward your calls all the time, or when busy, unanswered, or unreachable. Enter the number to which you want to forward your calls. Different variants of call forwarding are supported, such as call forward always, call forward busy, call forward no answer, and call forward unreachable. Figure 25 Forward Calls 1. Click next to each option for which you want to enable call forwarding. 2. Check Enable Service. 3. Enter the number to which you want to forward calls. 32

33 Do Not Disturb When you activate this service, all calls are blocked by the server and sent to voice mail. Click Enabled to enable this feature. Figure 26 Do Not Disturb 33

34 Hide Number You can hide or display your number when calling or communicating with other parties or contacts. Figure 27 Hide Number Check Enable to hide number to hide your number. -OR- Uncheck Enable to hide number to show your number. 34

35 Sim Ring You can add up to 10 additional numbers or Session Initiation Protocol Uniform Resource Identifier (SIP-URI) addresses that you want to ring in addition to your primary number when you receive a call. You can also specify if you want answer confirmation. Figure 28 Sim Ring 1. Check Enabled to enable simultaneous ring. 2. Check Do not ring my simultaneously ringing numbers if I m already on a call, if applicable. 3. Enter the phone numbers and/or SIP-URI address you want to ring simultaneously. 4. Check Answer confirmation required for each number or SIP-URI address, if applicable. 35

36 Preferences Preferences provide access to settings for the Virtual Communications Express. 1. Click in the top left corner of the main window. 2. Select Preferences. The Preferences screen appears. General Tab Figure 29 Preferences General Tab Language the current language is English. Log In - enable or disable automatic sign in when starting the application. Enable or disable running this program when the system starts. Confirmations - there is a confirmation pop-up notification each time you remove a contact, call history record, or publishing location information. Check the boxes to be asked before removing. Logging - enable basic and/or advanced logging. 36

37 Audio Tab Figure 30 Audio Tab Output Device (speakers) select a headset, PC-integrated speakers, or external speakers for audio output. Your external playback device is selected by default (if you have one connected). Voice Recording (microphone) select a headset microphone, PC-integrated microphone, or external microphone for use during calls. Your external recording device is selected by default (if you have one connected). You can also choose automatic gain control and test your recording device. Alert Signal (ring) select the ring signal that is played when you receive an incoming call. You can also select your own ring signal. Sounds - select which events cause a notification sound: incoming call and incoming message. 37

38 Video Tab Figure 31 Video Tab Capture Device - select a camera that you want to use for video calls. Your external web cam is selected by default (if you have one connected). Video Size - Select one of the available sizes. Higher sizes require more bandwidth and a more capable central processing unit (CPU). 38

39 Credentials Tab Figure 32 Credentials Tab Enter your conference dial-in number, moderator PIN, conference ID, and security PIN. 39

40 Proxy Tab Figure 33 Proxy Tab Select how to handle HTTP proxies. By default, the system settings are used but you can also choose not to use a HTTP proxy. 40

41 Add-Ins Tab Figure 34 Add-Ins Tab Outlook - You can enable Outlook to search your contacts and add them to the. You can also sync your calendar so your status is displayed to your contacts when you are in a meeting. Add-in Settings Choose if you want to allow 3 rd party applications access. 41

42 Sign Out Signing out of Virtual Communications Express sets your status to Offline for your contacts and displays the Sign In screen. Follow these steps to sign out. Exit 1. Click in the top left corner of the main window. 2. Click Sign Out. Close the Sign In window. Windows OS X 1. Click the Virtual Communications Express logo on the Main window. 2. Click Exit. 1. Click Virtual Communications Express Desktop Client on the main menu. 2. Click Quit Virtual Communications Express. NOTE: Closing the main window (not the Sign In window) does not exit the application but minimizes the application to your system tray. This allows you to continue to receive calls and messages without having the contact list window displaying on the desktop. 42

43 Frequently Asked Questions Why Can t I change my user name? User name editing is not supported. Your administrator can edit your user name. Use the My Phone dashboard to change your password. How do I receive updated versions of the Softphone? Upon sign in, the softphone automatically polls the server for the latest version. Why am I offline? If you selected the Offline status, you are shown as offline to others. Another possibility is that you may have lost your Internet connection. In this case, the client does not log out, but rather enters an offline mode where a contact list is available but communication is not possible. Why can t I have more video resolutions available? You can choose your video resolution on the Preferences screen (Video tab). Your selection is used by default for future video calls. The available resolutions are automatically presented based on your camera. Why does my all day calendar entry not trigger Busy In Meeting presence status? All day meetings do not trigger a presence change to Busy In Meeting. To trigger the presence update, the meeting must be self-generated or accepted (tentative or fully accepted). The presence update is only triggered by appointments and meetings that are either accepted or made by you. Why aren t all my group chat messages saved? Only the newest chat room messages are stored on the server. Why aren t all my chat messages available on my other devices? All 1-1 chat messages are saved locally, so they are not necessarily available on your other devices. Incoming messages are sent to all devices; however, the ones that you send are only stored in the device that you are using to send the message. Why does my location show an incorrect address? It is done based on the public IP address that the machine is using. The IP address is mapped to a physical location. You can manually change the location by clicking in the status area. Why can t I start desktop sharing? To share your desktop, you need to have valid credentials. Enter credentials in the Preferences screen (Credentials tab). 43

44 Additional Help and Resources Getting Started with Your Service To learn how to manage your user account settings and site service features, go to: Returning Equipment Should you require replacement equipment, please refer to the Return Merchandise Authorization (RMA) quick reference guide located at Contact Us Virtual Communications Express Support: Or visit For questions on other Verizon products: Verizon. All Rights Reserved. The Verizon name and logo and all other names, logos, and slogans identifying Verizon s products and services are trademarks and service marks or registered trademarks and service marks of Verizon Trademark Services LLC or its affiliates in the United States and/or other countries. Microsoft, Windows, Windows Vista and Outlook are either registered trademarks or trademarks of Microsoft Corporation in the United States and/or other countries. All other trademarks and service marks are the property of their respective owners. Version 1.16 June 2016