DEFINITY IP Softphone. Overview and Troubleshooting

Transcription

1 DEFINITY IP Softphone Overview and Troubleshooting Comcode Issue 1 April 2000

2 Copyright 2000 Avaya Inc. Issue 1 All Rights Reserved April 2000 Printed in USA Intellectual property related to this product (including trademarks) and registered to Lucent Technologies Inc. has been transferred or licensed to Avaya Inc. Any reference within the text to Lucent Technologies Inc. or Lucent should be interpreted as references to Avaya Inc. The exception is cross references to books published prior to April 1, 2001, which may retain their original Lucent titles. Avaya Inc. formed as a result of Lucent s planned restructuring, designs builds and delivers voice, converged voice and data, customer relationship management, messaging, multi-service networking and structured cabling products and services. Avaya Labs is the research and development arm for the company. Notice While reasonable efforts were made to ensure that the information in this document was complete and accurate at the time of printing, Lucent Technologies can assume no responsibility for any errors or liability for any direct or consequential damages resulting from use of the information. Changes and/or corrections to the information contained in this document may be incorporated into future issues. Check the Readme file enclosed with the software to ensure you are aware of any last minute modifications to this documentation. Your Responsibility for Your System s Security Toll fraud is the unauthorized use of your telecommunications system by an unauthorized party, for example, persons other than your company's employees, agents, subcontractors, or persons working on your company's behalf. Note that there may be a risk of toll fraud associated with your telecommunications system, and if toll fraud occurs, it can result in substantial additional charges for your telecommunications services. You and your System Manager are responsible for the security of your system, such as programming and configuring your equipment to prevent unauthorized use. The System Manager is also responsible for reading all installation, instruction, and system administration documents provided with this product in order to fully understand the features that can introduce risk of toll fraud and the steps that can be taken to reduce that risk. Lucent Technologies does not warrant that this product is immune from or will prevent unauthorized use of common carrier telecommunication services or facilities accessed through or connected to it. Lucent Technologies will not be responsible for any charges that result from such unauthorized use. Trademarks CallMaster, CentreVu, and DEFINITY are registered trademarks and INTUITY and Snap Connection are trademarks of Lucent Technologies. PhoneLine is a registered trademark of CCOM Information Systems. Microsoft, NetMeeting, Windows, and Windows NT are registered trademarks of Microsoft Corporation. Disclaimer Intellectual property related to this product (including trademarks) and registered to AT&T Corporation has been transferred to Lucent Technologies Incorporated. Fraud Intervention If you suspect you are being victimized by toll fraud and you need technical support or assistance, call the Lucent Technologies National Customer Care Center at (U.S. only). To Get Help If you have any questions about or problems with IP Softphone that this guide does not resolve, call your Authorized Lucent Dealer. Internet Home Page The Internet home page for Lucent Technologies is

3 Important Safety Instructions! WARNING: The following list provides basic safety precautions that should always be followed when using the system: 1. Read and understand all instructions. 2. Follow all warnings and instructions marked on the product. 3. Unplug all telephone connections before cleaning. DO NOT use liquid cleaners or aerosol cleaners. Use a damp cloth for cleaning. 4. This product should be serviced by (or taken to) a qualified repair center when service or repair work is required. 5. DO NOT use this product near water, for example, in a wet basement location. 6. DO NOT place this product on an unstable cart, stand, or table. 7. Never push objects of any kind into slots or openings as they may touch dangerous voltage points or short out parts that could result in a risk of fire or electric shock. Never spill liquid of any kind on the product. 8. Avoid using this product during an electrical storm. There may be a remote risk of electric shock from lightning. 9. DO NOT use the telephone to report a gas leak in the vicinity of the leak. 10. The product is provided with a three-wire grounding type plug. This is a safety feature. DO NOT defeat the safety purpose of the grounding type plug. DO NOT staple or otherwise attach the AC power supply cord to building surfaces.! CAUTION: DO NOT block or cover the ventilation slots and openings. They prevent the product from overheating. DO NOT place the product in a separate enclosure unless proper ventilation is provided. SAVE THESE INSTRUCTIONS

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5 Contents 1 Introduction 1-1 n About This Guide 1-1 n What is DEFINITY IP Softphone? 1-2 n IP Softphone Configurations 1-5 n Handling Calls with DEFINITY IP Softphone 1-8 n User Responsibilities 1-11 n Online Help 1-12 n Conventions Used in This Guide 1-12 n Getting Help Using the DEFINITY IP Softphone Applications 2-1 n Overview 2-1 n Using DEFINITY Login 2-2 n Using DEFINITY IP Softphone 2-5 n Using Incoming Call Notifier 2-6 n Using DEFINITY Directory 2-7 n Using Phonebook 2-9 n Using Log Manager 2-11 n Using Anywhere Dialer 2-12 n Using Script Editor 2-14 n Using Auto-Task Manager Troubleshooting 3-1 n Overview 3-1 n Troubleshooting the Installation 3-2 n Troubleshooting DEFINITY Login 3-2 n Troubleshooting DEFINITY IP Softphone 3-4 n Troubleshooting DEFINITY Directory 3-15 n Troubleshooting Phonebook 3-16 n Troubleshooting Log Manager 3-17 n Troubleshooting Script Editor 3-19

6 Contents A Configuring and Using H.323 Applications Other Than Microsoft NetMeeting 3.0x A-1 n Overview A-1 n Configuring an H.323 Application A-1 n Using an H.323 Application A-2 IN Index IN-1

7 Introduction Contents About This Guide 1-1 What is DEFINITY IP Softphone? 1-2 IP Softphone Configurations 1-5 Handling Calls with DEFINITY IP Softphone 1-9 Using the Road-Warrior Configuration 1-10 Using the Telecommuter Configuration 1-11 Using the Stand-alone H.323 Configuration 1-12 User Responsibilities 1-12 Online Help 1-12 Conventions Used in This Guide 1-13 Getting Help i

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9 Introduction About This Guide Chapter 1 - Introduction This chapter describes the structure and content of this guide. This chapter also provides a brief introduction to DEFINITY IP Softphone. Chapter 2 - Using the DEFINITY IP Softphone Applications This chapter describes how to start the DEFINITY Login, DEFINITY IP Softphone, DEFINITY Directory, Phonebook, Log Manager, Auto-Task Manager, Script Editor, and Anywhere Dialer applications. Chapter 3 - Troubleshooting This chapter provides information about possible error conditions and how to respond to them when you use the DEFINITY IP Softphone applications. Appendix A - Configuring and Using H.323 Applications Other Than Microsoft NetMeeting 3.0x This appendix provides information to configure and use H.323 applications other than Microsoft NetMeeting 3.0x with DEFINITY IP Softphone. Index The index provides a quick way of locating information within this guide. 1-1

10 Introduction What is DEFINITY IP Softphone? DEFINITY IP Softphone is a collection of computer telephony integration (CTI) applications that enables you to control telephone calls (both incoming and outgoing) directly from your personal computer (PC). DEFINITY IP Softphone enables you to log into your company's DEFINITY server remotely and make and receive telephone calls from the telephone extension. These applications run with Microsoft Windows NT Workstation 4.0 or later, Microsoft Windows NT Server 4.0 or later, Microsoft Windows 98, and Microsoft Windows 95. NOTE: Microsoft Windows 2000 Professional and Microsoft Windows 2000 Server will be supported soon. DEFINITY IP Softphone increases your telecommunications capabilities by providing the following applications: DEFINITY Login DEFINITY Login is an application that enables you to log into your company's DEFINITY system so that you can make and receive telephone calls from your telephone extension via your PC. Once you log in, you can then use DEFINITY IP Softphone, another TAPI application, or an H.323 PC audio application to control calls from your PC. You can also use an H.323 PC audio application such as Microsoft NetMeeting 3.0x to hear and speak to the other party on a call. DEFINITY IP Softphone DEFINITY IP Softphone is an application that enables you to control telephone calls (both incoming and outgoing) directly from your PC. From the DEFINITY IP Softphone window, you can make calls answer calls view the calling/called party information for each call (referred to as caller ID in this guide), if available. NOTE: You will see the calling/called party information (if available) only if your extension is administered as a display telephone. Consult your DEFINITY System Administrator. take notes during calls place calls on hold hang up calls transfer calls 1-2

11 Introduction set up and manage conference calls program speed dial buttons invoke DEFINITY system feature buttons Incoming Call Notifier Incoming Call Notifier is an application that alerts you when you receive an incoming call by providing a ringing sound over your PC's speakers. DEFINITY Directory DEFINITY Directory is an application that enables you to use the Integrated Directory feature of the DEFINITY system, which is a directory that contains the names and extensions assigned to all telephones administered in the system. DEFINITY Directory enables you to search your company's system directory from your PC while you are logged into the DEFINITY server. You simply enter the name of the person whose extension you want, and DEFINITY Directory displays the corresponding extension. With the click of a button, you can then place a call to the selected extension. Phonebook Phonebook is a card file application that enables you to maintain names, addresses, telephone numbers, and other information you need. You can place calls directly from Phonebook "cards," and you can set DEFINITY IP Softphone to match the telephone numbers of incoming calls with entries in Phonebook. If the telephone number matches an entry in Phonebook, DEFINITY IP Softphone displays the name of the caller, enabling you to know who is calling before you answer your telephone. Phonebook can also open and use directories that were created with INTUITY Message Manager Phonebook. Log Manager Log Manager is an application that enables you to access information from the call log, which stores a record of every call you make and receive while DEFINITY IP Softphone is running. Using Log Manager, you can review and edit notes you took during calls via DEFINITY IP Softphone and place calls directly from the call records. Script Editor Script Editor is an application that enables you to automate routine tasks by recording scripts that you can run with DEFINITY IP Softphone. Scripts are user-defined tasks (such as, running a program, redirecting a call, or performing a set of actions). For example, using Script Editor, you can program automatic screen pops, in which your database application searches your files to find a match with the information for the incoming call (such as the caller ID number or caller ID name) automatically. If a match is found, the record containing the matching information in your database application is displayed without you having to perform any actions. You can use these scripts with Auto-Task Manager and DEFINITY IP Softphone Function buttons. Auto-Task Manager 1-3

12 Introduction Auto-Task Manager is an application that enables you to specify criteria (such as incoming call or outgoing call, calling party number, calling party name, called party number, called party name, or call prompting digits) that will trigger scripts to run automatically. For example, suppose you wanted to have certain incoming calls directed to another extension. Using Auto-Task Manager, you could specify the calls using the person s name or phone number, and then set those calls to trigger a redirect task. Anywhere Dialer Anywhere Dialer is an application that enables you to dial telephone numbers from any Windows application via DEFINITY IP Softphone. 1-4

13 Introduction IP Softphone Configurations DEFINITY IP Softphone supports the following three configurations: Road-Warrior Configuration (Voice over IP) The road-warrior configuration enables travelers to use the full DEFINITY ECS feature set from temporary remote locations anywhere in the world (such as a hotel room). The road-warrior configuration consists of two software applications running on a PC that is connected to DEFINITY ECS over an IP network. The single network connection between the PC and the DEFINITY ECS carries two channels, one for the signaling path and one for the voice path. DEFINITY IP Softphone handles the call signaling and an H.323 V2-complilant audio application, such as Microsoft NetMeeting 3.0x, handles the voice communications. You place and receive calls via DEFINITY IP Softphone and use the H.323 PC audio application to speak to and hear the other parties on calls via a headset connected to your PC or a microphone connected to (or integrated with) your PC. The DEFINITY server routes all of your incoming and outgoing calls over the connection between your PC and the DEFINITY server. In the road-warrior configuration, Microsoft NetMeeting has been configured to run in the background and uses only the audio portion of the application. The data collaboration feature of NetMeeting can be used as a stand-alone application, but it is disabled during a DEFINITY IP Softphone session. You can use an H.323 application other than Microsoft NetMeeting 3.0x in the road-warrior configuration. However, if you use an H.323 application other than Microsoft NetMeeting 3.0x, that H.323 application will not run in the background like Microsoft NetMeeting. NOTE: DEFINITY IP Softphone works with any H.323 Version 2-compliant application (such as Microsoft NetMeeting 3.0x) that can register with an E.164 alias. 1-5

14 Introduction Figure 1-1. Road-Warrior Configuration (Voice over IP) 1-6

15 Introduction Telecommuter Configuration (Dual Connection) The telecommuter configuration of DEFINITY IP Softphone enables telecommuters to use the full DEFINITY ECS feature set from home. In this configuration, you use two connections to the DEFINITY server. Over the first connection (via dial-up networking or a network interface card), you log into the DEFINITY server and control all of your incoming and outgoing calls. Over the second connection (which is a separate telephone line), you speak to and hear the other parties on your calls. The DEFINITY server routes all of your voice calls to the separate telephone line, enabling you to speak to and hear the other parties via the telephone attached to that line. In effect, the telephone acts like the handset on the DEFINITY telephone in your office. When you make or answer a call with DEFINITY IP Softphone, your separate telephone line is controlled by the DEFINITY server. While the DEFINITY server controls this telephone line, you are unable to place calls from the telephone attached to this telephone line. Any digits you dial from this telephone will be dialed during the current call. When the DEFINITY server no longer controls the telephone line, you can place calls from the telephone attached to the telephone line. If you receive an incoming call on your separate telephone line while that line is controlled by the DEFINITY server, that caller will hear either ringing (if you have call waiting on that line) or a busy signal. If you have call waiting, you can answer the incoming call as you would answer any other call waiting call. For the telecommuter configuration, you must have a separate telephone line available at your remote location. You do not need an H.323 PC audio application such as Microsoft NetMeeting 3.0x. 1-7

16 Introduction Figure 1-2. Telecommuter Configuration (Dual Connection) Stand-alone H.323 Configuration (Voice over IP) The stand-alone H.323 configuration enables users to place and receive calls via an H.323 V2- compliant audio application, such as Microsoft NetMeeting 3.0x, running on a PC that is connected to DEFINITY ECS over an IP network. Since this configuration offers limited callhandling capabilities, the stand-alone H.323 configuration is not recommended. 1-8

17 Introduction Handling Calls with DEFINITY IP Softphone When you receive or make a call after you start a DEFINITY IP Softphone session, a "service link" is established. This service link is the "audio path" that enables you to speak to the other party. If you are using the road-warrior configuration or the stand-alone H.323 configuration, the service link is established between the DEFINITY server and your PC audio application (such as Microsoft NetMeeting). If you are using the telecommuter configuration, the service link is established between the DEFINITY server and the telephone number you specified. If the service link is not established, you will be unable to make and receive calls. The action you must perform to establish the service link depends on the DEFINITY IP Softphone configuration you are using. Depending on how your login on the DEFINITY server is administered, the service link will either: be disconnected when the current call ends, or remain connected for the duration of the current DEFINITY Login session. DEFINITY Login can be administered to support the following service link calls: per-call service link When the DEFINITY System Administrator sets the service link to be on a per-call basis for your account, the service link that is established the first time you make or receive a call during the current session remains active for the duration of the current call. Shortly after the current call ends, the service link ends. If you make or receive a call while the service link is still established, DEFINITY IP Softphone uses the existing service link. permanent service link When the DEFINITY System Administrator sets the service link to be permanent for your account, the service link that is established the first time you make or receive a call during the current session remains active until you log out of the DEFINITY server. 1-9

18 Introduction Using the Road-Warrior Configuration If you are using the road-warrior configuration with Microsoft NetMeeting 3.0x, the service link call is answered automatically. (DEFINITY IP Softphone includes an application that not only starts Microsoft NetMeeting automatically without displaying the NetMeeting user interface, but also sets NetMeeting to answer calls automatically.) If you are using the road-warrior configuration with an H.323 application other than Microsoft NetMeeting, you must either answer the service link call in that application's window or set that application to answer calls automatically. To make a call using Microsoft NetMeeting in the road-warrior configuration, you must perform the following step: Make a call from the DEFINITY IP Softphone window. A service link call is made from the DEFINITY server to Microsoft NetMeeting. Even though you have made a call from DEFINITY IP Softphone, the call is not placed until the service link is established. Microsoft NetMeeting answers the service link call automatically. The service link call is established, and the outgoing call is placed. You will hear the call ring at the destination telephone number. To make a call using an H.323 application other than Microsoft NetMeeting in the road-warrior configuration, you must perform the following steps: 1. Make a call from the DEFINITY IP Softphone window. A service link call is made from the DEFINITY server to the H.323 application. Even though you have made a call from DEFINITY IP Softphone, the call is not placed until the service link is established. 2. Answer the call in the H.323 application. If you have enabled the H.323 application to answer incoming calls automatically (if supported), the H.323 application answers the service link call automatically. The service link call is established, and the outgoing call is placed. You will hear the call ring at the destination telephone number. When you receive an incoming call, the DEFINITY server tries to establish the service link to your H.323 application. If you are using Microsoft NetMeeting, the service link call is answered automatically. To answer a call using Microsoft NetMeeting, just choose the Answer button for the call in the DEFINITY IP Softphone. The incoming call is answered, and you can speak to the other party. 1-10

19 Introduction To answer a call using an H.323 application other than Microsoft NetMeeting in the road-warrior configuration, you must perform the following steps: 1. Answer the service link call in the H.323 application. If you have enabled the H.323 application to answer incoming calls automatically (if supported), the H.323 application answers the service link call automatically. 2. Choose the Answer button for the call in the DEFINITY IP Softphone window. The incoming call is answered, and you can speak to the other party. Using the Telecommuter Configuration If you are using the telecommuter configuration, DEFINITY IP Softphone places the service link call to the telephone line you specified. You must answer the service link call by answering the telephone connected to the telephone number you specified. To make a call in the telecommuter configuration, you must perform the following steps: 1. Make a call from the DEFINITY IP Softphone window. A service link call is made from the DEFINITY server to the telephone number you specified. Even though you have made a call from DEFINITY IP Softphone, the call is not placed until the service link is established. 2. Answer the call on your separate telephone line. The service link call is established, and the outgoing call is placed. You will hear the call ring at the destination telephone number. When you receive an incoming call, the DEFINITY server tries to establish the service link to the separate telephone line you specified. To answer a call using the telecommuter configuration, you must answer the service link call on the separate telephone line you specified. The incoming call is answered, and you can speak to the other party. 1-11

20 Introduction Using the Stand-alone H.323 Configuration If you are using the stand-alone H.323 configuration, you must either answer the service link call in that application's window or set that application to answer calls automatically. To make a call in the stand-alone H.323 configuration, you must perform the following steps: 1. Make a call from the H.323 application. A service link call is made from the DEFINITY server to the H.323 application. Even though you have made a call from H.323 application, the call is not placed until the service link is established. 2. Answer the call in the H.323 application. If you have enabled the H.323 application to answer incoming calls automatically (if supported), the H.323 application answers the service link call automatically. The service link call is established, and the outgoing call is placed. You will hear the call ring at the destination telephone number. When you receive an incoming call, the DEFINITY server tries to establish the service link to your H.323 application. To answer a call using the stand-alone H.323 configuration, you must perform the following steps: 1. Answer the service link call in the H.323 application. If you have enabled the H.323 application to answer incoming calls automatically (if supported), the H.323 application answers the service link call automatically. 2. Answer the incoming call in the H.323 application. The incoming call is answered, and you can speak to the other party. User Responsibilities Before using the DEFINITY IP Softphone applications, you should: Check the hardware and software requirements located on the back cover of the DEFINITY IP Softphone Getting Started booklet in the CD case. Check the "Before You Begin" section on pages 10 and 11 of the DEFINITY IP Softphone Getting Started booklet in the CD case. Be familiar with basic Windows functions and procedures. If not, consult your Microsoft Windows User's Guide. You also may need to contact your PC vendor for information on configuring your PC to meet DEFINITY IP Softphone requirements. Online Help To access procedures on how to use the DEFINITY IP Softphone applications, consult the online help for each application. You can access the online help for an application by pressing the F1 key on your keyboard or choosing Contents from the Help menu. 1-12

21 Introduction Conventions Used in This Guide The following conventions are used in this guide: Commands and text you should enter appear in this style of type. Values, instructions, and prompts that appear on the screen are in this style of type. Components of dialog boxes (such as boxes) appear in this style of type. Key names that are always located on the keyboard in the same place appear in all capital letters (for example, ENTER). Key combinations (holding down one key while pressing another key) are connected with a "+" (for example, SHIFT+TAB). Only active windows are displayed. The terms option buttons and radio buttons refer to the same object. Getting Help If you have questions about or problems with the DEFINITY IP Softphone applications that this guide or the online help does not resolve, call Lucent Technologies Technical Support or your local Authorized Lucent Dealer. For the most up-to-date troubleshooting information, go to click the Help Guides option button, and select the IP Softphone option from the corresponding drop-down list box. 1-13

22 Introduction 1-14

23 Using the DEFINITY IP Softphone Applications Contents Overview 2-1 Using DEFINITY Login 2-2 Logging into the DEFINITY Server 2-2 Logging off the DEFINITY Server 2-4 Using DEFINITY IP Softphone 2-5 Starting DEFINITY IP Softphone 2-5 Using Incoming Call Notifier 2-6 Starting Incoming Call Notifier 2-6 Using DEFINITY Directory 2-7 Starting DEFINITY Directory 2-8 Using Phonebook 2-9 Starting Phonebook 2-10 Using Log Manager 2-11 Starting Log Manager 2-11 Using Anywhere Dialer 2-12 Starting Anywhere Dialer 2-12 Making Calls with Anywhere Dialer 2-13 Using Script Editor 2-14 Starting Script Editor 2-15 Using Auto-Task Manager 2-16 Starting Auto-Task Manager i

24 Contents 2-ii Issue 1 January 2002

25 Using the DEFINITY IP Softphone Applications Overview This chapter provides an overview of each DEFINITY IP Softphone application and describes how to start each application. Refer to the online help for each application for the specific tasks you can perform with the application. 2-1

26 Using the DEFINITY IP Softphone Applications Using DEFINITY Login DEFINITY Login enables you to log into your company's DEFINITY system so that you can make and receive telephone calls from your telephone extension via your PC. Once you log in, you can then use DEFINITY IP Softphone, another TAPI application, or an H.323 PC audio application to control calls from your PC. You can also use an H.323 PC audio application such as Microsoft NetMeeting to hear and speak to the other party on a call. Logging into the DEFINITY Server To log into the DEFINITY server: 1. Log into your company's LAN. 2. Start DEFINITY Login in one of the following ways: Double-click on the DEFINITY Login desktop short cut. Select the DEFINITY Login short cut from the Start menu. From the Start menu, select Programs>the application folder that contains DEFINITY Login (default is Lucent DEFINITY IP Softphone)>DEFINITY Login. The DEFINITY Login window appears. 3. In the Extension box, enter your extension on the DEFINITY system. 4. In the Password box, enter your password. 5. If you want the software to save your password for the next time you log into the DEFINITY server, enable the Remember password for next login check box. 6. Perform one of the following steps: If you have logged into the DEFINITY server before, proceed to Step 10. If this is the first time you are logging into the DEFINITY server, proceed to Step In the Server area, enter the DEFINITY node name or IP address for the DEFINITY server. Contact your DEFINITY System Administrator for this information. If you want to enter the node name, select the DEFINITY Node Name option button, and enter the node name for the DEFINITY server. If you want to enter the IP address, select the IP Address option button, and enter the IP address for the DEFINITY server. 2-2

27 Using the DEFINITY IP Softphone Applications 8. Perform one of the following steps: If you want to use the application displayed in the Call Control Application area to control your calls, go to Step 9. If you do not want to use the application displayed in the Call Control Application area to control your calls, choose the Change button. The TAPI Call Control Application Configuration dialog box appears. Select the appropriate option button, enter the appropriate information for the option you selected (if necessary), and then choose the OK button. Go to Step Perform one of the following steps: If you want to use the H.323 application (Road-Warrior configuration or Stand-alone H.323 configuration) or telephone number (telecommuter configuration) displayed in the Voice Connection area, go to Step 10. If you do not want to use the H.323 application (road-warrior configuration or stand-alone H.323 configuration) or telephone number (telecommuter configuration) displayed in the Voice Connection area, choose the Change button. The Voice Connection Configuration dialog box appears. Select the appropriate option button, enter the appropriate information for the option you selected (if necessary), and then choose the OK button. Go to Step Choose the Log In button. The Login Established dialog box appears when you log into the DEFINITY server successfully, and DEFINITY IP Softphone (or the TAPI application you specified in Step 8) starts. If you specified that you want to use an H.323 application (Step 9), the H.323 application also starts. The Login icon appears in the system tray. When you place the mouse over this icon, the extension you are logged in as and the status of the link to the DEFINITY server are displayed. Figure 2-1 shows the Login icon in the system tray. Figure 2-1. Login Icon in the System Tray You can now make and receive calls via the application you specified. NOTE: Do not make 911 calls if you are logged into the DEFINITY server remotely (that is, you are offsite). Instead, log off the DEFINITY server and place the 911 call over the public-switched telephone network. This will help ensure that the call is routed to the appropriate emergency services destination for your current location. 2-3

28 Using the DEFINITY IP Softphone Applications Logging off the DEFINITY Server To log off the DEFINITY server: 1. Right-click the mouse on the Login icon, which is located in the system tray. A menu appears. 2. Perform one of the following steps: If you want to log off the DEFINITY server and exit the DEFINITY Login application, select the Log off & exit DEFINITY Login command. If you want to log off the DEFINITY server and return to the DEFINITY Login window, select the Log off & return to DEFINITY Login command. The DEFINITY IP Softphone application (or other TAPI application you specified) and H.323 application (if specified) are closed, and you are logged off the DEFINITY server. 2-4

29 Using the DEFINITY IP Softphone Applications Using DEFINITY IP Softphone DEFINITY IP Softphone is a software application that enables you to control telephone calls (both incoming and outgoing) directly from your PC. From the DEFINITY IP Softphone window, you can: make calls answer calls view the calling/called party information for each call (referred to as caller ID), if available place calls on hold hang up calls transfer calls NOTE: You will see the calling/called party information (if available) only if your extension is administered as a display telephone. Consult your DEFINITY System Administrator. set up and manage conference calls program speed dial buttons set DEFINITY IP Softphone to use call handling features such as Auto Call Back, Call Answer Back, Call Forwarding, Call Park, Call Pickup, Send All Calls, Redirect, and Transfer to AUDIX. These features must be administered on your extension by your DEFINITY System Administrator. program Function buttons with scripts that you created with Script Editor. Using DEFINITY IP Softphone, you can place calls from Phonebook, INTUITY Message Manager and its Phonebook (if installed), or Log Manager. You can also set DEFINITY IP Softphone to match the telephone numbers of incoming calls with entries in Phonebook. If the telephone number matches an entry in Phonebook (and no caller name is provided with call), DEFINITY IP Softphone displays the name of the caller, enabling you to know who is calling before you answer your telephone. NOTE: Do not make 911 calls if you are logged into the DEFINITY server remotely (that is, you are offsite). Instead, log off the DEFINITY server and place the 911 call over the public-switched telephone network. This will help ensure that the call is routed to the appropriate emergency services destination for your current location. Starting DEFINITY IP Softphone If you specified that you wanted DEFINITY IP Softphone to control your calls, DEFINITY IP Softphone is started automatically when you log into the DEFINITY server successfully. Refer to the online help to use DEFINITY IP Softphone. When you log off the DEFINITY server, DEFINITY IP Softphone is closed automatically. 2-5

30 Using the DEFINITY IP Softphone Applications Using Incoming Call Notifier Incoming Call Notifier is an application that alerts you when you receive an incoming call by providing a ringing sound over your PC's speakers. Starting Incoming Call Notifier Incoming Call Notifier is started automatically when you are using DEFINITY IP Softphone and you log into the DEFINITY server successfully. Incoming Call Notifier will run only when you are using the DEFINITY IP Softphone application. When you log off the DEFINITY server, Incoming Call Notifier is closed automatically. 2-6

31 Using the DEFINITY IP Softphone Applications Using DEFINITY Directory DEFINITY Directory is an application that enables you to use the Integrated Directory feature of the DEFINITY system, which is a directory that contains the names and extensions assigned to all telephones administered in the system. DEFINITY Directory enables you to search your company's system directory from your PC while you are logged into the DEFINITY server. You simply enter the name of the person whose extension you want, and DEFINITY Directory displays the corresponding extension. With the click of a button, you can then place a call to the selected extension. NOTE: To use DEFINITY Directory, you must have the following buttons administered at your extension: a Directory button a Normal button (if you are using a telephone other than a 6400 Series or 8400 Series telephone) a Next button (if you are using a telephone other than a 6400 Series or Callmaster VI telephone) Contact your DEFINITY System Administrator for more information. Names can be stored in the system directory in one of the following formats: Last name, comma, first name, space, middle name or initial. For example: Jones,Betty Ann Smith,A E Thomas,John J Abbott,Lynn First name, space, second name or initial, space, and last name. For example: Betty Ann Jones A E Smith John J Thomas Lynn Abbott NOTE: A single entry is also acceptable. For example: Cafeteria 1J409 2F816 Purchasing 2-7

32 Using the DEFINITY IP Softphone Applications Starting DEFINITY Directory If DEFINITY IP Softphone is running, you can start DEFINITY Directory by choosing the Directory button in the DEFINITY IP Softphone window. The DEFINITY Directory window appears. Refer to the online help to use DEFINITY Directory. You can also start DEFINITY Directory by performing the following steps: 1. Select the Start button. The Start menu appears. 2. Select Programs. 3. Select the application folder that contains DEFINITY Directory. (The default application folder is Lucent DEFINITY IP Softphone.) 4. Select DEFINITY Directory. The DEFINITY Directory window appears. Refer to the online help to use DEFINITY Directory. 2-8

33 Using the DEFINITY IP Softphone Applications Using Phonebook Phonebook is a card file application that serves as your phone book in which you store names, addresses, and phone numbers. By clicking the mouse, you can place calls directly from Phonebook. To understand how Phonebook operates, it is helpful to recall how a card file works. A card file is a unit that stores separate index cards, which are sorted according to whatever method you want (usually alphabetical order) and contain specific information you enter. When you obtain a new card file, it is usually empty. You must then enter data on a card and add the card to the card file. Eventually, the card file contains a bank of cards. If you want to modify a card in the card file, you must find the card in the card file, remove it, make your changes, and then place it back to its position in the bank. If you want to delete a card, you must locate the card in the card file and remove it (usually, you throw it away). Each Phonebook directory can be thought of as being a separate card file unit. Each Phonebook directory contains separate data entries, which are referred to as cards. Each Phonebook directory can contain a maximum of 20,000 cards. These cards contain specific information that you enter. When you create a new Phonebook directory, it does not contain any cards. The card list box, which lists the cards present in the directory, is empty, and the Card Contents form displays a blank card. As with a card file, you must then access a new, blank card (via the Add button), enter data on the blank card, and add the new card to the Phonebook (via the Save button). If you want to modify a card in the Phonebook directory, you must find the card that you wish to modify, remove it from the card list box, make your changes to the card (via the Edit button), and then place it back in the card list box (via the Save button). If you want to delete a card, you must locate the card in the card list box and delete it (via the Delete button) from the directory. Unlike a card file, Phonebook enables you to perform the following tasks quickly and easily: place calls directly from a card modify the card field labels for all the cards in all of the Phonebook directories include notes for each card 2-9

34 Using the DEFINITY IP Softphone Applications You can convert your existing telephone number/address files (such as AT&TCall files and Message Manager files) into Phonebook files by selecting the Import command from the File menu in Phonebook. Be sure to check the Phonebook online help for complete instructions on importing existing files into Phonebook. (See the Import files into a Phonebook directory topic, which is located under Exporting/Importing Information in the online help.) NOTE: Do not make 911 calls if you are logged into the DEFINITY server remotely (that is, you are offsite). Instead, log off the DEFINITY server and place the 911 call over the public-switched telephone network. This will help ensure that the call is routed to the appropriate emergency services destination for your current location. Starting Phonebook If DEFINITY IP Softphone is running, you can start Phonebook by choosing the Phonebook button in the DEFINITY IP Softphone window. The Phonebook window appears. Refer to the online help to use Phonebook. You can also start Phonebook by performing the following steps: 1. Select the Start button. The Start menu appears. 2. Select Programs. 3. Select the application folder that contains Phonebook. (The default application folder is Lucent DEFINITY IP Softphone.) 4. Select Phonebook. 2-10

35 Using the DEFINITY IP Softphone Applications Using Log Manager Log Manager is an application that stores information on incoming and outgoing calls by automatically generating a call record. The information stored includes the date, time and duration of the call, the number dialed or the number received, the status of the call, the type of call, the subject of the call, and the name of the person. Log Manager allows you to add and modify the notes for a call record. The Log Manager window displays a list of all call records in the call log. The list contains a one-line summary of each call. You can select a record from the list to review a detailed record for that call, to add or modify notes in the record, or to delete the call record. You can also dial the selected number from the record. Each call record consists of the following components: the name of the caller or called party the telephone number of the incoming or outgoing call the time the call started the duration of the call the status of the call the type of call including direction the subject of the call any notes you took about the call NOTE: The Log Manager application requires a PC color scheme in which the text color is set to any color other than white. You will be unable to view the contents of the Log Manager window if your color scheme is set to display white text on a black background. Starting Log Manager If DEFINITY IP Softphone is running, you can start Log Manager by choosing the Log button in the DEFINITY IP Softphone window. The Log Manager window appears. Refer to the online help to use Log Manager. You can also start Log Manager by performing the following steps: 1. Select the Start button. The Start menu appears. 2. Select Programs. 2-11

36 Using the DEFINITY IP Softphone Applications 3. Select the application folder that contains Log Manager. (The default application folder is Lucent DEFINITY IP Softphone.) 4. Select Log Manager. Using Anywhere Dialer Anywhere Dialer is an application that enables you to dial telephone numbers from any Windows application via DEFINITY IP Softphone. Starting Anywhere Dialer To start Anywhere Dialer: 1. Select the Start button. The Start menu appears. 2. Select Programs. 3. Select the application folder that contains Anywhere Dialer. (The default application folder is Lucent DEFINITY IP Softphone.) 4. Select Anywhere Dialer. The Anywhere Dialer icon appears in the system tray on the Windows Taskbar. Figure 2-2 shows the Anywhere Dialer icon in the system tray. Figure 2-2. Anywhere Dialer Icon in the System Tray 2-12

37 Using the DEFINITY IP Softphone Applications Making Calls with Anywhere Dialer To make a call with Anywhere Dialer: 1. Make sure Anywhere Dialer is running. 2. Open the application that has the telephone number you want to dial. 3. Highlight (that is, select) the telephone number you want to dial. 4. Perform one of the following steps: Double-click on the Anywhere Dialer icon in the system tray on the Windows Taskbar. Right-click the mouse on the Anywhere Dialer icon in the system tray on the Windows Taskbar. A menu appears. Select Dial Highlighted Text from the menu. If the Confirm Before Dialing option is not selected in the menu, a call appearance appears in the DEFINITY IP Softphone window, and the call is placed. If the Confirm Before Dialing option is selected in the menu, the Confirm Double-Click Dialing dialog box appears, displaying the number that will be dialed. Choose the Yes button to dial the number. A call appearance appears in the DEFINITY IP Softphone window, and the call is placed. If you do not want the Confirm Double-Click Dialing dialog box to appear every time you use Anywhere Dialer, select the Confirm Before Dialing option in the Anywhere Dialer menu. A check next to this option indicates that the dialog box will be displayed when you try to place a call with Anywhere Dialer. When Anywhere Dialer places a call, the DEFINITY IP Softphone window becomes active if it is already open (that is, not minimized). If the DEFINITY IP Softphone window is minimized, it pops open automatically when Anywhere Dialer places a call. You can set whether the DEFINITY IP Softphone window pops open if it is minimized when you make calls using Anywhere Dialer. See Set DEFINITY IP Softphone to pop on dialing in the Anywhere Dialer online help. 2-13

38 Using the DEFINITY IP Softphone Applications Using Script Editor Script Editor is an application that enables you to automate routine tasks by creating scripts that you can run with DEFINITY IP Softphone. For example, using Script Editor, you can program automatic screen pops, where your database application searches your files to find a match with the information for the incoming call (such as the caller ID number or caller ID name) automatically. If a match is found, the record containing the matching information in your database application is displayed without you having to perform any actions. When you start Script Editor, the Script Editor window is empty. At this point, you can create a new script or modify an existing script. You can create your scripts by recording the movements of your mouse or by entering the keystrokes that you want the script to perform. If you create a script by entering keystrokes instead of recording the movements of your mouse, the script will be much more reliable. Once you create scripts, you can associate them with Function buttons in the DEFINITY IP Softphone window or incorporate them into auto-tasks using Auto-Task Manager. For example, suppose you have all of your contact information (that is, names and telephone numbers) in the Microsoft Outlook application. You can create a script that will perform the following actions to give you screen pops on incoming calls: 1. Start the Outlook application 2. Take the caller ID name or caller ID number for the call and search for matching information in Outlook 3. Display the matching record in Outlook (if there is a match) Once you enter the keystrokes and commands to perform the actions described above, you can incorporate this script into an auto-task in the Auto-Task Manager, enabling you to have DEFINITY IP Softphone execute this script when a call rings at your telephone or when you answer a call. 2-14

39 Using the DEFINITY IP Softphone Applications Starting Script Editor If DEFINITY IP Softphone is running, you can start Script Editor by choosing the ScriptEd button in the DEFINITY IP Softphone window. The Script Editor window appears. Refer to the online help to create and modify scripts. Be sure to read the Planning Tips and Recording Tips topics in the online help. You can also start Script Editor by performing the following steps: 1. Select the Start button. The Start menu appears. 2. Select Programs. 3. Select the application folder that contains Script Editor. (The default application folder is Lucent DEFINITY IP Softphone.) 4. Select Script Editor. 2-15

40 Using the DEFINITY IP Softphone Applications Using Auto-Task Manager Auto-Task Manager is an application that enables you to specify criteria (for example, incoming call or outgoing call, calling party number, calling party name, called party number, called party name, or call prompting digits) that will trigger tasks to run automatically. For example, suppose you wanted to have certain incoming calls redirected to another extension. Using Auto-Task Manager, you could specify the calls using the person s name or phone number, and then set those calls to trigger a redirect task. The criteria and tasks you specify are know as auto-tasks. Once you create auto-tasks, you add them to an auto-task group, which you can use with DEFINITY IP Softphone. When an auto-task group is activated (that is, selected to be used by DEFINITY IP Softphone), any calls you make or receive while DEFINITY IP Softphone is running will be checked to see if they match the criteria you specified for any of the auto-tasks in the selected auto-task group. DEFINITY IP Softphone checks the criteria of the auto-tasks in the selected auto-task group in the order in which the auto-tasks are listed in the auto-task group. The first auto-task that matches the criteria (if any) is then run (that is, the actions for the specified auto-task are performed). You can create a maximum of 200 auto-tasks and 100 auto-task groups. An auto-task can consist of a maximum of 16 actions. Starting Auto-Task Manager If DEFINITY IP Softphone is running, you can start Auto-Task Manager by choosing the Auto-Task button in the DEFINITY IP Softphone window. The Auto-Task Manager window appears. Refer to the online help to create, modify, and activate auto-tasks and auto-task groups. You can also start Auto-Task Manager by performing the following steps: 1. Select the Start button. The Start menu appears. 2. Select Programs. 3. Select the application folder that contains Auto-Task. (The default application folder is Lucent DEFINITY IP Softphone.) 4. Select Auto-Task Manager. 2-16

41 Troubleshooting Contents Overview 3-1 Troubleshooting the Installation 3-2 Troubleshooting DEFINITY Login 3-2 Troubleshooting DEFINITY IP Softphone 3-4 Troubleshooting DEFINITY Directory 3-15 Troubleshooting Phonebook 3-16 Troubleshooting Log Manager 3-17 Troubleshooting Script Editor i

42 Contents 3-ii Issue 1 January 2002

43 Troubleshooting Overview This chapter provides information that can assist you in solving problems you might encounter when you use the DEFINITY IP Softphone applications. This chapter is divided into the following sections: Troubleshooting the Installation Troubleshooting DEFINITY Login Troubleshooting DEFINITY IP Softphone Troubleshooting DEFINITY Directory Troubleshooting Phonebook Troubleshooting Log Manager Troubleshooting Script Editor Refer to the appropriate section to find the information required to solve your particular problem. 3-1