NOTICE. Mitel Networks is a trademark of Mitel Networks Corporation.

Transcription

1 USER GUIDE

2 NOTICE The information contained in this document is believed to be accurate in all respects but is not warranted by Mitel Networks Corporation. The information is subject to change without notice and should not be construed in any way as a commitment by Mitel Networks or any of its affiliates or subsidiaries. Mitel Networks and its affiliates and subsidiaries assume no responsibility for any errors or omissions in this document. Revisions of this document or new editions of it may be issued to incorporate such changes. Nothing in this document may be reproduced in any manner, whether wholly or in part for any use whatsoever, without written permission from Mitel Networks Corporation. Mitel Networks is a trademark of Mitel Networks Corporation. Outlook and MSN Instant Messenger are trademarks of Microsoft. Lotus Notes is a trademark of IBM. Other product names mentioned in this document may be trademarks of their respective companies and are hereby acknowledged. Revision A February 2004, Trademark of Mitel Networks Corporation Copyright 2004, Mitel Networks Corporation All rights reserved

3 Contents About Your Assistant...1 About This User Guide... 1 Conventions...1 About Your Assistant... 2 About the Softphone Module... 2 Documentation...3 Emergency Call Services Support... 3 Tips for Your Comfort and Safety... 4 Getting Started...5 Installing Your Assistant... 5 Starting Your Assistant Automatically at Login...7 Starting and Closing Your Assistant... 7 Starting Your Assistant... 7 Closing Your Assistant... 8 Setting Up Your Assistant... 9 Configuring Your Headset for the Softphone Module...9 Selecting or Suppressing the Alert Sound for Incoming Calls...10 Selecting and Indexing Your PIM...10 Exploring Your Assistant...12 The Main Application Window...12 Showing and Hiding Sections...15 Manipulating Sections...15 Using Your Assistant...17 Using the Interface...17 The Quick Connector Box...18 The Dial Pad...19 The Communications Section...19 The Communication Window...20 The System Tray Status Icon...21 Making Calls...22 Dialing a Number with the Keyboard...22 Dialing a Call with the Slide-Out Dial Pad...22 Making a Call Using Contacts Entries...23 Making a Call from the History Section...24 Receiving Calls...25 During a Call...26 Hold...26 Call Transfer and Conference Calls...27 Using Other Features...29 Showing Availability...29 Using PBX Features...29 Chat Sessions in Your Assistant...30 Starting an MSN Instant Messenger Chat Session...33 Using the Stopwatch...33 Revision A i

4 Taking Notes...33 Recording a Call (Softphone Module)...34 Reviewing Your Call History...34 Reviewing Your Call Logs...35 Dialing from a PIM...37 Customizing Your Assistant...39 Setting Your Appearance Preference...39 Changing the Device for the Softphone Module...40 Working with Your Contacts...41 Contact Management in Your Assistant 3.x...41 Corporate Contacts...41 Personal Contacts...42 Building Your Favorites Menu...44 Importing from Your PIM...44 Creating Call Forward Profiles...45 Setting Advisory Messages...47 Setting Your Away Switch Interval...48 Displaying and Hiding the Incoming Calls Pop Window...49 Displaying and Hiding the Desk Phone Communication Window...50 Appendix A Using the International Dialing Format...51 About Dialing Formats...51 Using the International Dialing Format...52 Your Assistant and the International Dialing Format...52 Setting Up Your Local Dialing Rules...53 Appendix B Using VPNs...55 Overview...55 VPN Configurations...55 Requirements...56 About Quality of Service...57 Firewall Configurations...57 Before Starting Your Assistant...57 Connecting to a PPTP VPN...59 Server Configuration...59 Connecting to a PPTP VPN...59 Creating a PPTP Connection Profile...60 Connecting with an IPSec VPN...62 Appendix C Legal Disclaimers...64 Emergency Call Services Support Legal Disclaimer...64 Do Not Use During Electrical Storm Legal Disclaimer...68 Excessive Volume Legal Disclaimer...69 Revision A ii

5 About Your Assistant About Your Assistant Mitel Networks Your Assistant is an intuitive PC-based application that converges the call control capabilities of the Mitel Networks 3300 Integrated Communications Platform (ICP) with contact management and collaboration applications to simplify and enhance real-time communications. Your Assistant with the Softphone module also offers an embedded IP-based telephone. When remotely connected to the 3300 ICP via a secure network connection, mobile users can make and receive calls as though they were inside the corporate network. The Softphone module also lets users record calls on their computer. About This User Guide This user guide contains information on using the features of Your Assistant on a Mitel Networks 3300 Integrated Communications Platform (3300 ICP), and is organized as follows: About Your Assistant (this section). Getting Started (page 5) Using Your Assistant (page 17) Customizing Your Assistant (page 39) Appendix A Using the International Dialing Format (page 51) Appendix B Using VPNs (page 55) Appendix C Legal Disclaimers (page 64) Note: This User Guide assumes that you are familiar with the operation of your computer. Conventions The term PIM (Personal Information Manager) means a supported PIM application (for example, Outlook or Lotus Notes). See your system administrator for more information on the PIMs supported. The term Softphone refers to the software-based IP phone that is included with the Softphone module. The term desk phone refers to the IP phone that sits on the user s desk and that can be controlled by Your Assistant. Revision A 1

6 About Your Assistant About Your Assistant Your Assistant Main Screen Your Assistant is a desktop application that lets users control their Mitel Networks IP desk phone from their computer. With Your Assistant s intuitive interface, users can: make and receive calls forward incoming calls set up various call forwarding profiles create a Favorites menu use drag-and-drop to manage conference calls participate in secure chat sessions with other Your Assistant users monitor presence availability of other Your Assistant users As well, Your Assistant provides: call timer and annotation tools detailed call history integration with MSN Instant Messenger fully configurable user interface a calling interface when dialing from your PIM About the Softphone Module Your Assistant with the Softphone module provides all the features of Your Assistant, plus: embedded IP-based software telephone (Softphone) call recording (calls are recorded as.wav files on your computer) Revision A 2

7 About Your Assistant Your Assistant with the Softphone module can be used in two ways: Desk phone mode: In this mode, Your Assistant is used as an interface to your desk phone. Softphone mode: In this mode, the Softphone module is used as a stand-alone phone. All calls to the desk phone are automatically forwarded to the Softphone (when you close Your Assistant, this call forwarding is automatically cancelled). You select which mode you want when you start up Your Assistant. You can also change modes when Your Assistant is running (you will have to exit and restart). When you use both a desk phone and the Softphone, each device has its own extension number, but usually, only the desk phone has a voice mailbox (talk to your system administrator for more information). Note: We recommend that you not publish your Softphone extension number. All calls to the desk phone extension will be forwarded to your voice mailbox if you do not answer, even when working in Softphone mode. Note: Minimizing and maximizing applications from the Windows Task Bar may cause Softphone packet loss, i.e. breaks in the audio. Packet loss can be reduced by turning off the Windows transition effects of menus and tool tips. To do this, open the Display applet in the Control Panel. For Windows 2000, choose the Effects tab. For XP and Server 2003, choose the Appearance tab and click the Effects button. Clear the transition effect check box. Documentation The following documentation is available for Your Assistant: Online Help. Embedded with the application. Select Your Assistant Help in the Help menu to access the online help. User Guide (this document). You can download additional PDF copies from edocs.mitel.com/ug/index.html. To send us feedback If you have suggestion on how to improve this documentation, please contact us at techpubs@mitel.com. Emergency Call Services Support When used in a remote location, Your Assistant is not suitable for providing reliable access to call for emergency services (for example, 911, 999 or 112). See the Emergency Call Services Support Legal Disclaimer on page 64 for more information. Revision A 3

8 About Your Assistant Tips for Your Comfort and Safety WARNING: Do not use this product during an electrical storm. There is a remote chance of electric shock from lightning. There is also a remote chance of hearing loss in the event of a lightning strike. Protect Your Hearing You can adjust the volume of the desk phone handset or headset, and of the Softphone headset. Because continuous exposure to loud sounds can contribute to hearing loss, keep the volume at a moderate level. WARNING: Excessive volume can cause permanent hearing loss. Please adjust the audio device volume to a comfortable level before using the product. Revision A 4

9 Getting Started Getting Started This section shows you how to set up and start Your Assistant and is organized as follows: Installing Your Assistant (below) Starting and Closing Your Assistant (page 7) Setting Up Your Assistant (page 9) Exploring Your Assistant (page 12) Installing Your Assistant If Your Assistant is installed and it is running, its system tray icon shows the status (see "The System Tray Status Icon" on page 21). If it is not installed, your system administrator may install it in one of five possible ways. Depending on which deployment method the administrator used will determine what you see the first time Your Assistant is launched. Note: An upgrade behaves in the same manner as a new installation. Additionally, an upgrade or re-install of Your Assistant will preserve your preferences and personal contacts. Software Distribution Point With the distribution point deployment method, your system administrator will have placed the installation image on a network share that is accessible to you and you will be notified of its location. Further, the settings for your configuration will also have been provided. However, the administrator may have configured the installation to run silently. If you are prompted for the IP of the Your Assistant server, enter the value provided by your system administrator. When the installation is complete you may be prompted for a reboot. Reboot the PC and start Your Assistant. Intellimirror If your network uses IntelliMirror, the Your Assistant settings and application will follow the user as computers are accessed on the domain. This requires no user interaction except for a possible request for a reboot. Logon Script This method of installation behaves similarly to the Software Distribution Point method. The user may be required to insert the Your Assistant server IP into the installation wizard. SMS As with IntelliMirror, there should be little user interaction with installation wizard. Group Policy Again, as with SMS and IntelliMirror, the user should have no interaction with the installation wizard beyond a possible reboot. Revision A 5

10 Getting Started Confirming a Successful Installation After Your Assistant installs, there will be a Your Assistant 3.0 shortcut on your desktop and in your Start menu. Select one of these to start Your Assistant. If there are any errors during start up, check Table 1 Startup Errors to try and resolve them. Pick up the handset on the desk phone. A phone status icon should show that the handset has been lifted. If the phone status icons correctly show the state of the lifted handset, replace the handset and place a call with Your Assistant by typing a number in the Quick Connector field and clicking Call. If neither the status icons respond to lifting the handset or a call cannot be initiated with Your Assistant, open the Control Panel and confirm that the applet labeled IP Phone Emulation is present. If it is not, there was an error during installation. Notify your system administrator. Table 1 Startup Errors Title Detail Cause Resolution Initialization Error Network is not available Your Assistant cannot find your userid in the Your Assistant directory. Network connection problem. Cannot reach YA Server. Logged into wrong account. Administrator has not set your account up. You are not licensed to use Your Assistant. Check cables and switches between the PC and the LAN. Confirm that YA is configured to access the YA Server. Does the error dialog display the IP of the YA Server? Confirm that YA Server is running. Log into your domain user account. Notify your administrator to update the Your Assistant Directory. Your Assistant is installed on a permachine basis. Logging into a PC that has Your Assistant installed does not imply that Revision A 6

11 Getting Started Error Main Window Error An error occurred at startup. Installation problem. it can be run from your account. Notify your system administrator. Starting Your Assistant Automatically at Login It is recommended that Your Assistant be configured to start automatically by copying the Your Assistant desktop shortcut to the Startup folder. Thereafter, Your Assistant will start when the user logs in to Windows. Starting and Closing Your Assistant Starting Your Assistant Note: It is recommended that Your Assistant be set up to start automatically at Windows login (see Starting Your Assistant Automatically at Login above). 1. Start the application (double-click the icon on your desktop, or select Start/Programs/Your Assistant). 2. If you are using Your Assistant with the Softphone module, you are asked to select the device you want to use (desk phone or Softphone). Select the desired device using the pulldown menu, and click OK. Note: If you do not want to receive this message every time you start Your Assistant, select the Do not ask me at next startup box (see Changing the Device for the Softphone Module on page 40 to change your device or clear this option). The startup screen is displayed while the application starts up, and then the application opens. Revision A 7

12 Getting Started Note: The first time you start Your Assistant, you will see the End-User License Agreement, and the Volume Warning window. For more information, see: Setting Up Your Assistant on page 9. Exploring Your Assistant on page 12. Using Your Assistant on page 17. Closing Your Assistant Use the procedure below to close (quit) Your Assistant. Clicking the x will NOT close the application, only its window (the window can be reopened from the tray icon). Note: Closing Your Assistant will disable your softphone. If you do not have a desk phone, you will not be able to make or receive calls (your calls will be forwarded as per the call forward profile that was active when you closed Your Assistant). To close Your Assistant 1. In the File menu, select Exit. OR Right-click the system tray icon and select Exit. The closing warning appears. 2. If you want to close Your Assistant, click OK. To return to Your Assistant, click Cancel. Revision A 8

13 Getting Started Setting Up Your Assistant Configuring Your Headset for the Softphone Module To install your headset 1. If required, install the sound card (see your sound card documentation for instructions). 2. Connect your headset to the appropriate port on your computer (see your computer/sound card documentation for information). To enable your headset 1. Open Your Assistant. 2. In the Tools menu, select Configurations. 3. Select Handle Calls Using. 4. In the Microphone drop-down menu, select your headset or sound card. 5. In the Speaker drop-down menu, select your headset, speaker, or soundcard. 6. Click OK. 7. Open the Sounds and Multimedia control panel (Start/Settings/Control Panel). Note: This procedure shows how to select your headset on Windows If you are using a different version, see your system s online help for details on the equivalent control panel. 8. Click the Audio tab. 9. Select your headset or sound card in the Sound Playback Preferred Devices drop-down menu. 10. Select your headset or sound card in the Sound Recording Preferred Devices drop-down menu. 11. Click OK. Revision A 9

14 Getting Started Selecting or Suppressing the Alert Sound for Incoming Calls To select an alert sound or to suppress it 1. From the Tools menu, select Configurations, and then Handle Calls Using. 2. In the Alert drop-down menu, select the sound to play. OR Select None for no sound. 3. Click Apply to continue with configuration or click OK if you have finished changing settings. Selecting and Indexing Your PIM Indexing allows Your Assistant to internally maintain a set of links to your PIM contact records. This helps Your Assistant identify callers and display their name in the incoming popup (see Receiving Calls on page 25) and Communication window (see page 20). The name is displayed as a link that when clicked will open the PIM contact record associated with that caller or call participant. If the contact record has been imported into Your Assistant (see page 44), clicking the link will display the Personal Contact Information window (see To edit a Personal Contacts entry on page 43) for that contact. Re-index when you have new contacts that are not going to be imported, and set Your Assistant to index automatically if your contacts change frequently. Auto indexing can take place during offpeak hours. Note: Automatic indexing is not the same as synchronizing Your Assistant Personal Contacts with your PIM. If you have imported contacts from your PIM into the Your Assistant Personal Contacts list, and later a PIM contact property changes, you must reimport the contact for its updated properties to appear in Your Assistant. Revision A 10

15 Getting Started Note: The Act! PIM indexing is limited to 2000 contacts. To select and index your PIM 1. In the Tools menu, select Configuration, and then PIM Integration. 2. In the drop-down menu, select which PIM you want to use to index contacts (the drop-down menu lists all the supported PIMs that are installed on your computer). 3. If you need a password to access your PIM, the prompts appear in the Configuration window. 4. If you wish to have Your Assistant periodically index your PIM, select Index the PIM every radio button and change the setting for the time of the index. Click the Index Now button to index immediately. 5. Click Apply. Your Assistant will begin indexing the PIM. 6. Click OK. The PIM selection process is complete. Revision A 11

16 Getting Started Exploring Your Assistant The Main Application Window Main Application Window Menu Bar Provides menu access to Your Assistant features and functions. Quick Connector Box (Dialing Window) Revision A 12

17 Getting Started Displays the number dialed. The arrow beside it provides access to the last 20 numbers dialed. For more information, see Making Calls on page 22. Window Control Buttons Use to close the application window ( ), minimize the application window ( ), or minimize all the sections ( ). Note: Closing the application window does not close Your Assistant, only its application window. To redisplay the application window, right-click the Your Assistant icon in the system tray, and select Show Your Assistant. Slide-Out Dial Pad Used to dial a number manually. Click on see Making Calls on page 22. to display the dial pad. For more information, Settings Section Provides quick access to call handling feature settings. Feature Name: The name for the call handling feature. Feature Status: Shows whether the feature is active or not, chat availability, active call forwarding profile, and any advisory message. Click the drop-down arrow beside the status to change the status. Note: Call Forwarding, Do Not Disturb, Auto Answer and Status depend on the call handling features available on your system. Talk to your system administrator for more information. For information about changing and adding status items, see Creating Call Forward Profiles on page 45 and "Setting Advisory Messages" on page 47. For information about the Status, see "Showing Availability" on page 29. Revision A 13

18 Getting Started Scroll bar: Use to display any other available features (if all the features are displayed, the scroll bar is grayed out). Communications Section Displays the current connection status for each line. Caller ID: Shows the name and/or number of the party on the call (if available). If you are in a conference call, click on the arrow at the far right to view the other parties. Line Appearance ID: The extension number of the line. Call Status Icon: Shows whether the line is idle (on hook ), or in a call (off hook ). People Section Provides access to your Personal Contacts ( ), to your Corporate Contacts ( ), and to the Search tool ( ). MSN Instant Messenger icon ( ): Shows if the contact's MSN login matches the Contact Information for this contact (see "Personal Contacts" on page 42). Computer/Chat icon ( ): Shows contact's computer availability. Icon depends on whether Chat is enabled and on status set by user (see "Showing Availability" on page 29). Telephone icon ( ): Shows for Corporate contacts, and for Personal Contacts copied from Corporate Contacts. For information on making calls from entries in the People section, see Making a Call Using Contacts Entries" on page 22. History Section Provides quick access to information about the last 20 calls dialed, received, or missed on your prime line. Revision A 14

19 Getting Started Lists your recent calls as follows: Dialed Calls ( ): 20 last calls dialed Received Calls ( ): 20 last calls received Missed Calls ( ): 20 last calls missed Showing and Hiding Sections You can use the View menu to show or hide sections in your main application window. You can also select Hide All to have only the Quick Connector box displayed. (Show All displays all sections.) To hide a single section In the View menu, select Hide History (or any other single choice). Manipulating Sections Each section in the main application window can be minimized, detached, resized, and redocked. Note: You can detach and redock sections to re-order the sections. To minimize a section Click on the button beside the name of the section you want to minimize. To detach and move a section 1. Click and hold the name of the section you want to detach. 2. Move the section to the desired location. To resize a detached section Use the resize button ( ). Revision A 15

20 Getting Started To redock a detached section Move the section back into the main application window. Note: When redocked, the section retains its resized length, even if it is minimized when redocked. Because Your Assistant maintains a height that fits the screen, it will automatically detach an expanded section if it is too tall. If necessary, reduce the detached section's length, and then redock. Revision A 16

21 Using Your Assistant Using Your Assistant This section shows you how to make and receive calls with Your Assistant, and how to use its features and tools. This section is organized as follows: Using the Interface (below) Making Calls (page 22) Receiving Calls (page 25) During a Call (page 26) Using Other Features (page 29) Using the Interface The Quick Connector Box(page 18) Revision A 17

22 Using Your Assistant The Dial Pad (page 19) The Communications Section (page 19) The Quick Connector Box There are three ways to make a call (see Making Calls on page 22 for more information): Dial the number using the dial pad. Dial the number using the keyboard. Select a contact. In each case, Your Assistant displays the number in the Quick Connector box. If desired, you can then edit the number before clicking Call. Editing a number If you select a contact and then edit the number, Your Assistant will remember your changes, and display the edited number in the Quick Connector box next time you select that contact or any other contact with the same number (the contact itself will show the original number). If you reimport your contacts from your PIM, Your Assistant will still remember the edited number. You can also edit a PIM contact s number directly (see Personal Contacts ). For example: While on a business trip in Driftwood, Ontario, Tomoko selects one of her clients in Ottawa to make a follow-up call. The contact s number appears in the Quick Connector box ( ). Since she is out of town, she adds the area code to the number in the Quick Connector box ( ) before clicking Call. The next time she selects this contact, the edited number appears in the Quick Connector box, even though the contact still shows the original number ( ). Revision A 18

23 Using Your Assistant Note: You can also use the international (or canonical) dialing format. See Appendix A Using the International Dialing Format on page 51 for more information. You can also use the Quick Connector box to redial any one of the last 20 numbers you called. To redial a recently called number 1. Click on the arrow beside the Quick Connector box. 2. Click the number of the person you want to call in the drop-down menu. 3. Click Call. The Dial Pad Lets you dial a number directly from Your Assistant. To show or hide the dial pad, click. Note: The dial pad sends out DTMF tones. The Communications Section Displays the current connection status for each line appearance. To open or bring to the front a Communication window Click the line item. Note: If a line item is underlined, double-click to open the Contact Information. Revision A 19

24 Using Your Assistant The Communication Window This window appears every time you are in a call. If you have configured it not to appear for the desk phone (see Displaying and Hiding the Desk Phone Communication Window on page 50), you can click the line in the Communications section. From this window, you can: Use call-handling features such as Hold and Call Transfer. View the length of the call. Record a call (Softphone module only). Note: If you have more than one active call, you will have a communication window for each call, except when making a call transfer or a conference call. Call Information Area: Shows the name and/or number of the other parties on the call (if available), as well as the status of the call. Call Control Area: Provides one-click access to call control features. Call Volume Area (Softphone module): Slide the button to change the volume of the headset speaker. Click Mute Microphone to mute the headset. WARNING: Excessive volume can cause permanent hearing loss. Please adjust the audio device volume to a comfortable level before using the product. Call Annotation: Provides access to the Stopwatch, Notes, and Recorder. Dial Pad: Click to access the dial pad. Revision A 20

25 Using Your Assistant Call Status: Indicates the status of the call (ringing, busy, talking, on hold). During a call, the length of the call, including held time, is displayed beside the call status. The System Tray Status Icon Every time you open Your Assistant, its status icon appears in the system tray (usually located at the bottom right of your screen). The icon displayed changes with the call/feature status. Icon Status Idle and no messages waiting Idle and messages waiting Incoming call, ringing During a call, talking Call on hold Do Not Disturb enabled Call Forwarding enabled Out of service or working offline You can do the following by right-clicking the system tray icon: Bring Your Assistant to the forefront. View the status of each line. Access your voice mailbox. Enable/disable Do Not Disturb or Auto Answer. Change your call forward profile. Close Your Assistant. Revision A 21

26 Using Your Assistant Making Calls There are several ways to make calls using Your Assistant: you can use your contacts, your computer keyboard or Your Assistant s slide-out dial pad to make a call. Dialing a Number with the Keyboard (below) Dialing a Call with the Slide-Out Dial Pad (below) Making a Call Using Contacts Entries (page 23) Making a Call from the History Section (page 24) When you make a call to an external number that has not been dialed before, the Enter Number to Dial dialog box allows you to edit the number. Click OK to complete the call. About the International Dialing Format You can use numbers in international dialing format (also known as canonical format) with Your Assistant. Your Assistant will dial these numbers based on your local dialing rules, and it will automatically add the appropriate dialing prefix when making external (outside) calls. For more information, see Appendix A Using the International Dialing Format on page 51. Dialing a Number with the Keyboard 1. Click in the Quick Connector box. 2. Type the number you want to dial. 3. Click Call or press Enter. Dialing a Call with the Slide-Out Dial Pad 1. Click on the dial pad icon to access the dial pad. 2. Enter the number you want to dial and click Call. To change to keyboard mode, simply click in the Quick Connector box. Revision A 22

27 Using Your Assistant Making a Call Using Contacts Entries You can make calls from your People section, or using the Favorites menu. To make a call from the People section Double-click the contact you want to call. OR Right-click the contact and select Call from the context menu. If there is more than one number, a submenu will display all the numbers associated with the contact. OR 1. Click the contact you want to call to add it to the Quick Connector box. 2. Edit the number as desired using the keyboard. (The next time you select that contact, Your Assistant will display the edited number in the Quick Connector box.) 3. Click Call. To search for a contact in the People section 1. Click the Search icon to display the Search pane. Revision A 23

28 Using Your Assistant 2. Right-click at the top of the pane and choose how to order the search results from the context menu. 3. Locate the contact in the search results. 4. Click the Clear button to clear the search filter text box. To make a call from the Favorites menu 1. In the Favorites menu, select the entry you want to dial. 2. Click Call. Note: To add an entry in your Personal Contact list to your Favorites menu, edit the Contact Information. See Building Your Favorites Menu on page 44. Making a Call from the History Section 1. Click an entry in any of the History section s lists (Missed Calls, Received Calls, Dialed Calls). The number is placed in the Quick Connector box, where you can edit the number, if necessary. (The edited number will be saved for the next time this same number is called, and if this is a Personal Contacts entry, it will be updated with the edited number.) 2. Click Call or press Enter. Note: If an entry in a list contains an account code (displayed as "Unknown") you cannot make a call to that number from the History section. Revision A 24

29 Using Your Assistant Receiving Calls Whenever you get an incoming call, the Caller ID screen pop window is displayed. From this window, you can: Answer a call. Forward the call directly to your voice mail or to another person. View your contact information about the caller. Start a Your Assistant chat session with the caller (available only if is displayed). Start an MSN Instant Messenger chat session with the caller (available only if is displayed). To answer a call Click Answer. The Communication window opens. Note: If you are currently on a call and choose to answer an incoming call, the current call is automatically put on hold (see Hold on page 26 for information on handling calls on hold). To forward a call to your voice mail Click Send to Voic . To forward a call to someone else 1. Click Forward Call. 2. In the Forward dialog box, enter the extension or the contact name of the person to whom you are forwarding the call. OR Drag a name from the People section and click OK. To view contact information about the caller If a PIM contact record for the caller exists within the associated PIM (see Selecting and Indexing Your PIM on page 10), the contact s name will be underlined in the Caller ID screen pop window (see example above). To open the contact record within the associated PIM, click the underlined name. Revision A 25

30 Using Your Assistant To start an MSN Instant Messenger chat session Double-click the icon, if displayed. An Instant Messenger chat session is opened. To start a Your Assistant chat session Click the icon, if displayed. A Your Assistant chat session is opened. During a Call While on a call, you can use the following features with Your Assistant: Hold (below) Call Transfer and Conference Calls (page 27) Hold To put a call on hold Click Hold in the Communication window. To retrieve a call from hold Click Retrieve Held in the Communication window (or press ALT+B). Revision A 26

31 Using Your Assistant Call Transfer and Conference Calls There are two ways to transfer a call or make a conference call: Use the drag-and-drop method (below). Use the Transfer or Conference button (page 28). Note: You can have up to eight (8) people on a conference call, including yourself. You cannot set up a conference call between two active calls (calls with separate communication windows). To transfer a call or make a conference call using drag-and-drop 1. While on a call, click and hold a contact from the People or History section, and drag it anywhere on the Communication window. You can also use drag-and-drop with contacts in your PIM. Note: If an entry in a list contains an account code (displayed as "Unknown") you cannot make a call to that number from the History section. 2. The current call is put on hold, and the number of the contact you dragged is dialed. 3. To transfer the call without talking to the new party (unattended or blind transfer), click Release Me while the line is ringing. Revision A 27

32 Using Your Assistant 4. Once the new party has answered: To transfer the call, click Transfer (attended transfer). To conference in the new party, click Conference. To swap between the new party and the call on hold, click Trade. To return to the held party without transferring or conferencing the call, click Back to Held. To transfer a call or make a conference call using the Transfer or Conference button 1. While on a call, click Transfer or Conference in the Communication window. 2. The current call is put on hold, and the dialing window opens. 3. Enter the number of the new party, click Consult to have the opportunity to speak to the other party before transferring (an attended transfer) or click Transfer (an unattended or blind transfer). 4. To transfer the call without talking to the new party (unattended or blind transfer), click Transfer while the line is ringing. 5. Once the new party has answered: To transfer the call, click Transfer (attended transfer). To conference in the new party, click Conference. Revision A 28

33 Using Your Assistant To swap between the new party and the call on hold, click Trade. To return to the held party without transferring or conferencing the call, click Back to Held. In 3-party conference call, to put the third party on hold, click Split. To leave the conference call, click Release Me. Using Other Features Showing Availability Your Computer/Chat presence is shown to other Your Assistant users in your Corporate Contacts. The status items depend on whether Chat is enabled on your system. If it is not, the computer icons show instead. You can change your Status in the Settings section by selecting a new status: Computer Icon Status Chat Icon Status Online Online Busy Away Busy Away none Offline Offline Note: You can have Your Assistant automatically switch your status from Online to Away after an interval of no mouse or keyboard activity. See "Setting Your Away Switch Interval" on page 48. Using PBX Features Note: Not all features may be available on your system. Talk to your system administrator for information on which features are available. Auto Answer When you enable Auto Answer, incoming calls are automatically answered at the first ring. You can enable/disable Auto Answer from the Settings section or the system tray icon. Call Forward You can change your call forward profile from the Settings section or the system tray icon. See Creating Call Forward Profiles on page 45 for information on creating and editing call forward profiles. Do Not Disturb When you enable Do Not Disturb, callers get a busy tone, and a message indicating you do not wish to be disturbed (for example, XXXX NO DIST). You can enable/disable Do Not Disturb from the Settings section or the system tray icon. Revision A 29

34 Using Your Assistant Other PBX features You can access other PBX features using Feature Access Codes. See your system administrator for a list of available Feature Access Codes. Note: You can only use Feature Access Codes starting with # or * with Your Assistant. Chat Sessions in Your Assistant Your Assistant provides convenient chat communication with other Your Assistant users, if you and those other users have Chat enabled. Chat Window Participants Area: Shows the name and/or number of the other participants (up to 15). Use Drag and drop to add participants. Transcript Area: Displays the participants' remarks and actions. Text Entry Area: Type your message here and click Send. Chat status icons show availability for Your Assistant chats: Revision A 30

35 Using Your Assistant Chat Icon Status Online Busy Away Offline Your own chat status shows in the Settings section (see "Showing Availability" on page 29). The chat status of other Your Assistant users with Chat enabled shows in the People and Communications sections and in the Communication and pop windows. To begin a chat session In the People section, right-click an entry displaying an Online Chat icon and select Chat from the drop-down menu. OR In a Communication window, right-click a participant name displaying an Online Chat icon and select Chat from the drop-down menu. OR In the Communications section, right-click a line that is not idle and select Chat from the drop-down menu, if it appears. Revision A 31

36 Using Your Assistant To accept a chat session Whenever you receive a request to chat, the Chat pop window is displayed. From this window, you can: Accept. Decline. To record start and end of chat sessions 1. In the Tools menu, select Chat History. 2. Check the Record Chats button. 3. Click Close. Note: You can clear your chat history by clicking the Clear History button. Revision A 32

37 Using Your Assistant Starting an MSN Instant Messenger Chat Session When one of your contacts in your People section contains MSN Instant Messenger account information, and MSN Instant Messenger is running, the MSN icon (.) appears beside that contact s name (if the contact is not logged on MSN, the icon is greyed out). To start a chat session Click. Using the Stopwatch The Stopwatch lets you time a call. The stopwatch data is saved in your Call Log. To access the Stopwatch 1. During an active call, click. 2. Click the Stopwatch tab. Taking Notes You can take a note during a call. The note is saved in your Call Log. To take a note 1. In the Communications window, click to show the Annotation Tools window. Revision A 33

38 Using Your Assistant 2. Click the Notes tab. 3. Type in your note. The note is automatically saved when the call ends. To hide the Annotation Tools window, click. To review call notes See Reviewing Your Call Log on page 35. Recording a Call (Softphone Module) With the Softphone module, you can record a call. The recording is saved with the call s information in your Call Logs. To record a call 1. During an active call, click to open the Annotation Tools window. 2. Click on the Recorder tab. 3. Click Start Recording. A tone rings to signal the start of the recording session. The recording is automatically saved when the call ends. To erase the recording, click Reset. To hide the Annotation Tools window, click. To listen to a call recording See Reviewing Your Call Log on page 35. Reviewing Your Call History The History section provides an overview of the calls you have made and received. It is separated into three sections: Calls Missed Calls Received Calls Dialed To view a Call History section Click on the desired section s icon. Revision A 34

39 Using Your Assistant Each section can have up to 20 entries. As this number is exceeded, the oldest entries are replaced by the new ones (first in, first out). You can remove an entry by right-clicking and selecting Remove from List from the context menu. Reviewing Your Call Logs The Call Logs provide a detailed summary of the calls you have made and received, including timing information, annotations and recordings. You can have up to 1000 entries in your Call Logs. As this number is exceeded, the oldest entries are replaced by the new ones (first in, first out). To access your Call Logs In the Tools menu, select Call Logs. OR In the History section, click one of the icons. Revision A 35

40 Using Your Assistant To view by type of call Select the type of call in the Type pull-down menu: All Dialed Received Missed To search for an entry 1. Enter the name of the entry you are looking for in the Name field. To go back to viewing all fields, search for nothing (Name field empty). 2. Click Search. To view information about an entry Select the entry. For each entry, the following information is displayed: In Results List: In Details Area: Type of call (dialed, received or missed) Name of caller Name of caller (if available) Number of caller Number of caller Duration of call Time and date call was made/received Stopwatch value when call ended Annotations for call: Stopwatch, Notes, Recorder (icon grayed out if that type of annotation was not made for the entry) Recording length Call Note contents For each entry in the Call Log, you can: Call the number (select the entry and click Dial). Note: If an entry in a list contains an account code (displayed as "Unknown"), you cannot make a call to that number from the Call Logs. Delete the entry (select the entry and click Delete). Edit the note (select the entry, type/edit the note and click Save, or Cancel to discard the changes). Listen to a recording, if any (select the entry and click Play). When listening, you can pause, fast forward, rewind, stop the recording, as well as save it as a.wav file (size is about 10 kbit per second). Revision A 36

41 Using Your Assistant To save a recording Note: The playback device shown in this example is Microsoft Sound Recorder. Most playback devices will have a similar interface. 1. In the call Log, click Play to start the playback. 2. In the playback device, click Stop. 3. In the playback device File menu, select Save As. 4. Enter a name for the recording, select the destination folder, and click Save. Note: For information on Save As options, see the help for your playback device. Dialing from a PIM Most PIMs can be configured to launch a call from the PIM itself. In this section, we show you how to set up and make a call from Microsoft Outlook. For information on making calls from other PIMs, refer to the PIM s documentation, or talk to your system administrator. To set up dial from the PIM for Microsoft Outlook 1. In Microsoft Outlook, go to your Contacts window. 2. Select a contact, and then click the phone icon on the toolbar. OR Right-click the contact, and select Call Contact. 3. Click Dialing Options. Revision A 37

42 Using Your Assistant 4. In the Connect using line pull-down menu, select your softphone number/name, and then click OK. To dial from Microsoft Outlook 1. In Microsoft Outlook, go to your Contacts window. 2. Select a contact, and then click the phone icon on the toolbar. OR Select a contact, and choose the number to dial from the Quick Select drop-down list beside the phone icon. OR Right-click the contact, and select Call Contact. 3. Click Start Call or press Enter. The call is started, and Your Assistant s communication is displayed. Revision A 38

43 Customizing Your Assistant Customizing Your Assistant This section shows you how to customize Your Assistant and is organized as follows: Setting Your Appearance Preference (below). Changing the Device for the Softphone Module (page 40) Working with Your Contacts (page 41) Creating Call Forward Profiles (page 45) Setting Advisory Messages (page 47) Setting Your Away Switch Interval (page 48) Displaying and Hiding the Incoming Calls Pop Window (page 49) Displaying and Hiding the Desk Phone Communication Window (page 50) Setting Your Appearance Preference To change the display scheme of Your Assistant 1. In the Tools menu, select Configuration, and then Appearance. 2. In the Current Profile drop-down menu, select the desired display scheme. 3. Click Apply to see the display scheme. 4. Click OK when you have finished changing settings. Revision A 39

44 Customizing Your Assistant Changing the Device for the Softphone Module If you checked the Do not ask me at next startup box when selecting your device at startup (see Starting Your Assistant on page 7), you can still change your device or clear that option from within Your Assistant. Note: You will need to close and restart Your Assistant for the changes to take effect. 1. In the Tools menu, select Configuration, and then Handle Calls Using. 2. Select the desired device in the Select Device drop-down menu. 3. If desired, check or clear the Always prompt me at Start-Up box. 4. Click Apply. A warning window appears reminding you that the changes won t take effect until you restart Your Assistant. Revision A 40

45 Customizing Your Assistant Working with Your Contacts You can use two types of contact entries in your People section: Corporate Contacts (see below) Personal Contacts (see page 42) In addition, you can build a Favorites menu for quick access and import directly from your PIM, by dragging selected contact entries. Building Your Favorites Menu (page 44) Importing from Your PIM (page 44) Contact Management in Your Assistant 3.x There have been several improvements with the way Your Assistant manages contacts. First, the Quicklist has been eliminated. Second, contacts do not have to be imported from the PIM for Your Assistant to associate an incoming call with a known contact. Finally, the limit to the number of contacts has been removed. In version 2.x, the Quicklist provided a way to add information to a contact that was not in the PIM, such as an MSN login. In version 3.x, extra information can be added directly to the contact in the Personal Contacts list using the Personal Contacts Information dialog (see page 43). Because of long search times required for Your Assistant to find a contact associated with an incoming call, version 2.x required that contacts be imported so that reasonable search speeds could be attained. In version 3.x, a high-speed index has been implemented allowing very quick searches of the PIM to be performed when a call comes in. This has resulted in a much tighter integration of Your Assistant with the PIM. However, the index does require a periodic refresh as PIM contacts are added, removed and updated. The PIM Integration configuration panel (Tools- >Configuration ->PIM Integration) provides this functionality. If the contacts change frequently, automatic indexing may be desirable (see page 11). Indexing keeps the PIM index synchronized with the PIM contact list. In version 2.x, there was a limit of 3000 contacts that could be imported into Your Assistant. This limit has been lifted and the only limit that exists is determined by the size of available disk space on the client PC. Furthermore, the Quicklist was limited to 1000 contacts. With version 3.x, all Personal Contacts may have additional information added to them. Corporate Contacts These contacts are automatically imported from the Your Assistant server and cannot be edited. However, a corporate contact can be added to the Personal Contacts list and further information added and edited there. To access your Corporate Contacts Click on the icon in the People section. Revision A 41

46 Customizing Your Assistant To view Corporate Contact information 1. Right-click the corporate contact. 2. Select Contact Information in the context menu. To add a corporate contact to the Personal Contacts list 1. Right-click the corporate contact to import. 2. In the context menu, select Add to Personal Contacts. 3. Navigate the submenus until you find the Personal Contact folder to which you would like the contact imported. Note: Information added from a Corporate Contact entry cannot be edited. However, you can add further information, which can be edited. To make calls from your Corporate Contacts See Making a Call Using Contacts Entries on page 23. Personal Contacts These are the contacts created by you, imported from your PIM by drag-and-drop, or added from your Corporate Contacts. You can edit a personal contact s phone number from within Your Assistant (this does not modify the contact in your PIM). The edited number will be remembered even if you reimport your PIM contacts. You can create group folders to organize your contacts, and move or copy contacts into groups. Groups can be created within others to form a hierarchy of information. To access your Personal Contacts Click on the icon in the People section. To create a group 1. Right-click the Personal Contacts folder (or any group folder previously created) and choose Add Group. OR Right-click a contact entry and choose New Group. Revision A 42

47 Customizing Your Assistant 2. Right-click the New Group and choose Rename Group to name the group. 3. Move or copy contact entries into the new group by right-clicking the entry and choosing Move to Group or Copy to Group. To view Personal Contact information 1. Right-click the personal contact. 2. Select Contact Information in the context menu. To edit a Personal Contacts entry 1. In the Personal Contact Information dialog box, edit the entry as desired. 2. Use the A.C. column to add an account code to a number. Your Assistant adds ^ to begin and # to end. 3. Add an MSN Login by clicking Add and choosing MSN Login as the Type. The MSN presence icon will now appear beside the contact name. 4. To make a value the contact default, select the value in the list and click Default. This will be the number used if you double-click a contact entry. 5. Click OK when finished to save the changes. To add a Personal Contacts entry 1. Select any contact in the group folder where you want to add the entry. OR Select a group folder. 2. Right click and select New Contact from the context menu. 3. Edit the contact information as desired, and click OK. To make calls from your Personal Contacts See Making a Call Using Contacts Entries" on page 22. Revision A 43

48 Customizing Your Assistant Building Your Favorites Menu To add a Personal or Corporate Contact to your Favorites menu In the Corporate or Personal Contact Information dialog box, check the box in the column labeled. (Clear the box to remove it from the menu.). Importing from Your PIM Your Assistant can access your PIM directly via the internal PIM index (see Selecting and Indexing Your PIM on page 10). However, some reasons why you may want to import contacts into Your Assistant are: Integration with the MSN Messenger service; Faster dialing of frequently used contacts; integration; More easily add account codes. To import PIM contacts 1. Select the entry or entries in your PIM. 2. Drag and drop the selection onto the Personal Contacts list in the People window. 3. Edit the contact information for each in the Import Contacts dialog box. Revision A 44

49 Customizing Your Assistant Creating Call Forward Profiles Call forward profiles let you predefine different call forwarding rules, allowing you to change your call forward settings with a click of the mouse. Note: To prevent conflicts when using Your Assistant with a Mitel Networks IP Phone, use Your Assistant rather than the Desktop Tool to set your call forward profile. To create/edit call forward profiles 1. Display the Call Forward Profiles configuration page: In the Settings section, double-click Call Forwarding Profile. OR In the Settings section, click the name of the current call forward profile, and select Edit in the drop-down menu. OR From the Tools menu, select Configurations, and then Call Forward Profiles. 2. To create a new call forward profile: (a) Enter a label for the new profile in the Profile Name field (top right of window). (b) Click Add. 3. Select the call forward profile you want to edit. 4. Select the call forward rule you want to use for this profile: No Forwarding (your calls are not forwarded). Always forward to: (always forward your call to the selected destination). Forward based on: (select the destination based your line status and whether the call is from an internal or external source) Revision A 45

50 Customizing Your Assistant 5. Select the call forward destination for the selected rule. 6. Click OK or Apply. To add/edit a call forward destination 7. Display the Call Forward Profiles configuration page. In the Settings section, double-click Call Forwarding Profile. OR In the Settings section, click the name of the current call forward profile, and select Edit in the drop-down menu. OR From the Tools menu, select Configurations, and then Call Forward Profiles. 8. Select Edit Destination in any one of the destination pull-down menus. 9. To add a new destination, fill in the Description and Number fields, and click Add. To edit a destination, select the destination, edit the Description and/or Name fields, and click Update. To delete a destination, select the destination and click Delete. 10. Click Close to return to the Call Forward Profiles configuration page. 11. Click OK or Apply. Revision A 46

51 Customizing Your Assistant To change the active call forward profile 1. In the Settings section, click on the name of the current call forward profile. 2. Select the desired call forward profile in the drop-down menu. OR 1. Display the Call Forward Profiles configuration page. In the Settings section, double-click Call Forwarding Profile. OR In the Settings section, click the name of the current call forward profile, and select Edit in the drop-down menu. OR From the Tools menu, select Configurations, and then Call Forward Profiles. 2. Select the desired profile in the Current Profile drop-down menu. Setting Advisory Messages The Settings section displays the current advisory message, if one has been selected. Other Your Assistant users see this message as part of your contact presence information. Use the dropdown list to select a message that you have created. To create and edit advisory messages 1. Display the Presence & Availability configuration page: Revision A 47

52 Customizing Your Assistant In the Settings section, click Advisory and select Edit in the drop-down menu. OR From the Tools menu, select Configurations, and then Presence & Availability. 2. Enter or edit up to five advisory messages. 3. Click Apply to continue with configuration or click OK if you have finished changing settings. Setting Your Away Switch Interval The Settings section displays your current status (see "Chat Sessions in Your Assistant" on page 30). You can configure Your Assistant to automatically switch the status from "Online" to "Away" after an interval of no mouse or keyboard activity. When keyboard or mouse activity resumes, the status will automatically revert to "Online." To have Your Assistant switch status to "Away" after an interval 1. Display the Presence & Availability configuration page: Revision A 48

53 Customizing Your Assistant In the Settings section, click Status and select Edit in the drop-down menu. OR From the Tools menu, select Configurations, and then Presence & Availability. 2. Check the check box below the Advisory Messages list and enter the number of minutes to set the interval. 3. Click Apply to continue with configuration or click OK if you have finished changing settings. Displaying and Hiding the Incoming Calls Pop Window To display or hide the pop window for incoming calls 4. From the Tools menu, select Configurations, and then Screen Pop. 5. Select or clear the Display Pop-Up for Incoming Calls box. Revision A 49

54 Customizing Your Assistant 6. Click Apply to continue with configuration or click OK if you have finished changing settings. Displaying and Hiding the Desk Phone Communication Window The Communication window is always displayed if you are using the softphone (see "Changing the Device for the Softphone Module" on page 40). With the deskphone, you can hide or display the window for answering and making a call. To display or hide the Communication Window with the deskphone 1. From the Tools menu, select Configurations, and then Screen Pop. 2. Select or clear the appropriate When Using Deskphone check boxes. 3. Click Apply to continue with configuration or click OK if you have finished changing settings. Revision A 50

55 Appendix A Using the International Dialing Format Appendix A Using the International Dialing Format This section provides information about using the International Dialing Format with Your Assistant. This appendix contains the following information: About Dialing Formats (below) Using the International Dialing Format (page 52) Setting Up Your Local Dialing Rules (page 53) About Dialing Formats A telephone number is made up of the following elements: IDD CC NDD AC SN where IDD is the International Direct Dialing prefix, used when dialing to a different country code. CC is the Country Code, used when dialing from a different country code (note: Canada and the United States share the same country code). NDD is the National Direct Dialing prefix, used only when calling between different area codes within a country code. A country may have more than one national direct dialing prefix (may vary between carriers). AC is the Area (or city) Code. SN is the Subscriber Number (local number). You don t always have to enter all these elements when making a call. For example, if you are calling a number within the same National Direct Dialing area, you only need to dial the area code and subscriber number. Examples: From To Dial IDD CC NDD AC Canada London, UK XXX XXXX China Vancouver XXX-XXXX Manchester, UK London UK 0207 XXX XXXX New York Montréal XXX XXXX Revision A 51

56 Appendix A Using the International Dialing Format Using the International Dialing Format The International Dialing Format (also known as canonical format) is a universal telephone dialing standard. A number in international dialing format looks like this: +CC (AC) SC where + replaces the international direct dialing prefix. The + is mandatory, and indicates that the number is in the international dialing format. the elements must be separated by spaces. the area code is optional, but must be enclosed in parentheses when used. the subscriber number can contain standard dialing control characters. any formatting character (hyphen, space, etc.) in the subscriber number are ignored. When you dial a number in international dialing format, the application compares the number with the local Dialing Rules (see Setting Up Your Local Dialing Rules on page 53), and automatically edits the number as required (dials only the subscriber number when dialing from the same area code, or adds the international or national direct dialing prefix when making a long-distance call). For example, A contact s number is defined as +1 (613) , when calling within the 613 area code, the application dials ; when calling from another area code in the same country, the application dials ; when calling from the UK, the application dials Your Assistant and the International Dialing Format You Assistant also verifies if the number is an internal or external one, and automatically adds the appropriate external dialing digit (as defined in the local dialing rules) if the number is an external one. For example, If you call 1234 (an internal number), Your Assistant will dial 1234; If you call (a local external number), the application will dial (assuming you defined 9 as the external local call prefix); If you call (an external number outside your area code), the application will dial (assuming you defined 8 as the external long-distance call prefix). Revision A 52

57 Appendix A Using the International Dialing Format Setting Up Your Local Dialing Rules Use the Phone and Modem Options control panel to set up your local dialing rules. To set up local dialing rules 1. Open the Phone and Modem Options control panel (Start/Settings/Control Panels/Phone and Modem Options). 2. To edit an existing location, select the location name, and click Edit. To create a new location, click New. Revision A 53

58 Appendix A Using the International Dialing Format 3. You must enter the following information in the General tab to use numbers in international dialing format with Your Assistant: Country Area code Prefix to access an outside line for local calls Prefix to access an outside line for long-distance calls 4. You can edit the Area Codes and Calling Cards tabs if desired (refer to your operating system s online help for more information). 5. Click OK to save and close your settings for this location. 6. Update any other locations if desired, and click OK. Revision A 54

59 Appendix B Using VPNs Appendix B Using VPNs This section provides guidelines when using Your Assistant in a remote configuration, such as Mitel Network s Teleworker. This appendix contains the following information: Overview (below) Before Starting Your Assistant (page 57) Connecting to a PPTP VPN (page 59) Connecting with an IPSec VPN (page 62) Overview This section provides an overview of Virtual Private Network (VPN) configurations supported with Your Assistant. For more information, see your system administrator. VPN Configurations You can use Your Assistant in the following remote configurations: Teleworker: You are connecting from home or a remote office, and are connected to the corporate LAN directly through the Internet. Remote Office: You are connecting from a remote office that is connected to the corporate LAN via a tunnel over the Internet. Mobile Worker ( Road Warrior ): This is when you are mobile, and have no dedicated connection to the corporate LAN. Your Assistant has been tested with the following VPNs: VPN Name Version Tested Mitel Networks 6000 Managed Application Server (PPTP) 5.6 Mitel Networks 6010 Teleworker Gateway (PPTP) 1.1 Note: Does not support Your Assistant Softphone. AT&T VPN Net Client (IPSec) Encore Bandit with SafeNet client (IPSec) Revision A 55

60 Appendix B Using VPNs Requirements VPN Requirements Your Assistant should work on any standards-compliant IPSec or PPTP VPN meeting the following criteria: Must be able to acquire the IP address of the VPN tunnel on the client. Both voice and data paths travel over the VPN. VPN must be able to traverse a corporate firewall. VPN must be able to traverse a NAT device. VPN must be able to traverse a client-side firewall. In particular, the VPN client (or client-side firewall built into the VPN) must not block outbound or inbound UDP packets. Note: Some VPNs will not register themselves in Windows as network connections when they launch. As a result, the local IP address of the VPN does not show up in the Mitel IP Phone Emulation control panel (see Before Starting Your Assistant on page 57). You cannot use such VPNs with Your Assistant. Network Requirements To support Your Assistant, the network must be configured as follows: G.729 compression for all remote connections High-speed internet connection (standard cable/dsl minimum) No client-side hubs (switches or cable/dsl routers only) The user must be logged in as a licensed user. This would usually require logging in using a user domain account but could also be accomplished by manually creating a licensed user (see Adding Users Manually in the YA Administration Guide) where the login ID is of the form <PCName>\<username>, e.g. THETIS\csimmons, where THETIS is the name of the VPN client PC and csimmons is the account ID the user is logged in as. Bandwidth Requirements These bandwidth requirements are bi-directional. If your connection does not have symmetrical upload/download speeds, use the lowest value for your calculations. Corporate Bandwidth. The corporate data connection from the VPN concentrator to the internet: must have at least 40 kbits/s of available bandwidth per simultaneous G.729 full-duplex call. must have at least 256 kbits/s connection speed for quality audio. should not be used at more than 40% of maximum capacity to achieve high voice quality, assuming no QoS is available across the Internet. Remote Bandwidth. Each remote site must have a minimum bi-directional bandwidth of 256 kbits/s. Revision A 56

61 Appendix B Using VPNs Remote ISP Bandwidth Quotas. Your Assistant with Softphone module operating with G.729a will use approximately 10 MB of data per hour (in each direction). Your Assistant also uses approximately 1 KB per minute for signalling, when idle (or 43 MB per month if Your Assistant is always on). Use your ISP quota to determine your available talk-time. Note: These figures do not take into account the overhead for the VPN connection, or for other data traffic on the connection. Lack of sufficient bandwidth may cause degraded voice quality, slow response, or loss of service. About Quality of Service Your Assistant does not currently support Layer 2 or Layer 3 QoS technology. This is not currently an issue for remote use of Your Assistant with Softphone module, as support for QoS is variable across the Internet anyway. Firewall Configurations The following firewall configurations are supported: Corporate Firewall Configurations: VPN gateway inside corporate firewall VPN gateway outside corporate firewall, with firewall set up to trust packets from VPN Remote Firewall Configurations: Remote corporate firewall Client-side firewall (software on computer, or built-in a NAT box or cable/dsl router) Before Starting Your Assistant When a VPN connection is established with a corporate network, the corporate LAN issues a network IP address to the VPN client so the client can behave as if it were directly connected to the corporate network. This network IP address is different from the computer s NIC IP address, which can be the computer s IP address on the remote LAN, or the computer s direct Internet IP address. Every time your start Your Assistant, it automatically sends its current IP address to the 3300 ICP, so the ICP knows where to send messages and the voice path for incoming calls. When connecting through a VPN, you must do this step manually before starting Your Assistant, since the VPN s IP address will likely be dynamically allocated, and will be different every time you connect to the corporate network. Revision A 57

62 Appendix B Using VPNs To manually send the VPN address to the PBX 1. Connect to the corporate network. 2. Open the IP Phone Emulation control panel (Start/Settings/Control Panel/IP Phone Emulation). The red arrow shows the selected IP address. 3. Click the VPN s network IP address (usually the second one) to select it. 4. Click Stop Phone Emulation Service. 5. When the green box turns to red (service stopped), click Start Emulation Service, and then click OK. Revision A 58

63 Appendix B Using VPNs 6. Open the Phone and Modem Options control panel. 7. Click the Advanced tab, select Mitel PBX Tapi Service Provider, and click Configure. 8. Scroll down in the current IP address until you see the selected address (marked by a red arrow), and verify that it is the VPN s network IP address (if it s not, go back to step 1). 9. Click OK (do not click Cancel or the x). This communicates the VPN s network IP address to Your Assistant. 10. You can now start Your Assistant. Connecting to a PPTP VPN This section shows the procedure to use Your Assistant with a Point-to-Point Tunneling Protocol (PPTP) VPN, as tested with the Mitel Networks 6000 Managed Applications Server. Server Configuration The following settings must be configured on the VPN server (verify with your system administrator): PPTP enabled External static gateway IP address assigned Server gateway mode on Connecting to a PPTP VPN 1. Connect to your ISP, and verify that the connection is established (access a public site on the Internet). 2. If this is the first time you are connecting, you must create a connection profile (see Creating a PPTP Connection Profile on page 60). Revision A 59

64 Appendix B Using VPNs 3. Connect to the PPTP VPN using your connection profile. 4. Send the VPN address to the PBX (see Before Starting Your Assistant on page 57). 5. Start Your Assistant. Creating a PPTP Connection Profile Follow this procedure the first time you access a PPTP VPN. Note: This procedure applies to Windows 2000 Professional. If you are using a different version of Windows, see your computer s online help for information on the network/dial up control panel. 1. From the Start menu, select Settings, and then Network and Dial-up Connections. 2. Open Make New Connection.The Network Connection Wizard opens. Revision A 60

65 Appendix B Using VPNs 3. Click Next, and then select Connect to a private network through the Internet. 4. Click Next, and then enter the IP address of the VPN server. 5. Click Next, and then choose whether this connection is public (For all users) or private (Only for myself). Revision A 61

66 Appendix B Using VPNs 6. Click Next, and then enter a name for this profile. 7. Click Finish. 8. Open the connection profile you just created. The login window appears. 9. Enter your username and password, and then click Connect. Verify that the connection is established properly by accessing an intranet site or a corporate network drive not accessible outside the corporation). Note: If you cannot connect, verify that your profile settings are correct (click Properties in the login screen), and that your username and password are entered correctly (they are usually case-sensitive). Verify also that an installed firewall is not blocking your PPTP connection. Connecting with an IPSec VPN This section shows the procedure to use Your Assistant with an Internet Protocol Security (IPSec) VPN, as tested with AT&T s VPN Net Client. 1. Connect to your ISP, and verify that the connection is established (access a public site on the Internet). Revision A 62