Plug-in 3457 User Guide

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1 NN

2 Document status: Standard Document issue: Document date: 23 November 2009 Product release: 1.1 Job function: Product Fundamentals Type: User Guide Language type: English. All Rights Reserved. While the information in this document is believed to be accurate and reliable, except as otherwise expressly agreed to in writing NORTEL PROVIDES THIS DOCUMENT "AS IS" WITHOUT WARRANTY OR CONDITION OF ANY KIND, EITHER EXPRESS OR IMPLIED. The information and/or products described in this document are subject to change without notice. Nortel, Nortel Networks, the Nortel logo, and the Globemark are trademarks of Nortel Networks. CONTAINS Runtime Modules of IBM Lotus Sametime Software Developer's Kit Copyright IBM Corporation All Rights Reserved. CONTAINS software developed by the Apache Software Foundation All other trademarks are the property of their respective owners.

3 Contents New in this release 5 Features 5 Other changes 5 Welcome 6 Your new Plug-in Feature overview 7 Incoming calls 7 Dial to call 7 History calling 7 Sametime Connect buddy list calling 8 Lotus Notes /calendar/contact 8 Chat session initiated calling 8 Call forwarding 8 Voice mail 8 Call transfer 8 Headset or speaker mode 9 Account log on or log off 9 Call hold or retrieve 9 Online help 9 Related publications 9 Installation and commissioning 10 Importing the UCM Certificate Authority 11 Installing or upgrading Plug-in Activating the Plug-in 3457 Soft Client license 16 Configuring an account 17 Logging on to your account 20 Configuring the account dialing plan 22 Configuring voice mail 24 Configuring security 26 Configuring audio codecs 26 Configuring topology 27 Uninstalling Plug-in

4 - 4 - Contents Using Plug-in Accepting incoming calls 31 Dialing to call 31 Placing a call on hold 32 Retrieving a call on hold 33 Calling from the History list 33 Using the Sametime buddy list to call 35 Calling from or the Lotus Notes calendar 37 Initiating a call from a chat session 38 Configuring call forwarding 39 Accessing voice messages 40 Configuring quick transfer preferences 42 Transferring a call 42 Calling and then transferring 45 Configuring your headset and speaker mode devices 46 Switching between headset and speaker mode 47 Logging off your account 47 Logging on to your account again 48 Checking for updates 48 Enabling or disabling an account 49 Troubleshooting 50 Unable to log on 50 Configuration changes do not work 50 No Message Waiting Indication 50

5 New in this release The following sections detail what s new in Nortel Plug-In 3457 User Guide (NN ). Features (page 5) Other changes (page 5) Features This is the first release of Nortel Plug-In 3457 for IBM Lotus Notes/Sametime Integration with CS There are no feature changes. Other changes This section describes changes that are not feature-related. Revision History November 2009 October 2009 Standard This document is issued to support Nortel Plug-in 3457 Release 1.1. Standard This document is issued to support Nortel Plug-in 3457 Release 1.1.

6 Welcome This chapter introduces the Nortel Plug-in 3457 and describes the available features. Navigation Your new Plug-in 3457 (page 6) Feature overview (page 7) Online help (page 9) Related publications (page 9) Your new Plug-in 3457 The current IBM Sametime Standard offering provides presence, instant messaging, chat, and limited voice and video communications. For voice communications outside of computer to computer, such as voice and video and chat, IBM relies on third-party plug-ins for telephony support to the desktop. The Communication Server 1000 (CS 1000) Session Initiated Protocol (SIP) lines feature provides feature-rich telephony support for various SIP clients and Converged Office users, however, has no integrated offering for IBM Sametime environments. Nortel has a soft client plug-in for IBM Lotus Notes and Sametime Connect Plug-in This plug-in enhances Lotus Notes and Sametime Connect with soft phone capabilities. With this plug-in, you can make, receive, and transfer phone calls from the Lotus application. In addition to full call-handling capabilities, the Lotus Client also provides easy access to your voice mail inbox. One of the key properties of the Plug-In is CS 1000 integration with the IBM Sametime environments. This is accomplished by installing the Nortel Plug-in 3457 for IBM Lotus Notes/Sametime into a Lotus Notes or Sametime environment. The Nortel Plug-in 3457 brings telephony features to the desktops of IBM Lotus clients. In addition, Sametime users benefit from easy-to-use buddy list calling features.

7 - 7 - Welcome To use the plug-in, the administrator must configure the CS For more information, see Nortel Plug-in 3457 Administration (NN ) and the CS documentation. The supported configurations are: CS 1000E CS 1000M Feature overview This section describes the features available with Plug-in Incoming calls (page 7) Dial to call (page 7) History calling (page 7) Sametime Connect buddy list calling (page 8) Lotus Notes /calendar/contact (page 8) Chat session initiated calling (page 8) Call forwarding (page 8) Voice mail (page 8) Call transfer (page 8) Headset or speaker mode (page 9) Account log on or log off (page 9) Call hold or retrieve (page 9) Incoming calls When Plug-in 3457 receives a call, you receive a prompt to accept the call. If available, the user ID or number appears for the incoming call. You can accept, decline, or send the incoming call to voice mail. For more information, see Accepting incoming calls (page 31). Dial to call With Plug-in 3457, you can dial numbers using a telephony dial pad or by typing the number using your keyboard. For more information, see Dialing to call (page 31). History calling You can use the History list to place a call. The History list contains all incoming and outgoing calls. You can apply filters to the list to show all, missed, received, dialed, or redirected calls. For more information, see Calling from the History list (page 33). The Show Call History button changes color to indicate missed calls.

8 - 8 - Welcome Sametime Connect buddy list calling As a Sametime user, you can use the Sametime buddy list to place calls to other Sametime users. For more information, see Using the Sametime buddy list to call (page 35). Lotus Notes /calendar/contact As a Notes user with integrated Sametime, you can initiate calls from received , contact list, or calendar appointments to other Sametime users. For more information, see Calling from or the Lotus Notes calendar (page 37). Chat session initiated calling Two (1:1) Sametime users engaged in a chat can escalate to a voice call. For more information, see Initiating a call from a chat session (page 38). Call forwarding You can forward all incoming calls to a different location by using the Plug-in 3457 forwarding option. You can configure the telephony account to forward calls to a different location. You can enable and disable call forwarding, and you can specify to which number to forward the incoming calls. For more information, see Configuring call forwarding (page 39). Voice mail You can access voice mail using Plug-in 3457 or in the Notes toolbar. Plug-in 3457 provides voice mail forwarding capabilities; however, when you use the Plug-in in a CS 1000 network, Nortel recommends that you configure the network to forward incoming calls to voice mail to avoid potential unwanted behavior. For more information, see Accessing voice messages (page 40). Call transfer You can transfer calls to a preconfigured default number or to a number selected from a list. To use this feature, you must first configure quick transfer preferences. For more information, see Configuring quick transfer preferences (page 42). You can also transfer a call to any number you enter on the dial pad. Quick transfer To transfer a call to a default number, use the quick transfer icon. When you click this icon, the call is immediately transferred to the default number you configured on the quick transfer preferences page in the Telephony Preferences window. For more information, see Transferring a call (page 42).

9 - 9 - Welcome Call then transfer In addition to transferring a call, you can verify that the receiving end is available by calling the recipient of the transfer. After the call to the recipient connects, you can transfer the call. For more information, see Calling and then transferring (page 45) Headset or speaker mode In the Nortel Plug-in 3457, you can switch between headset and speaker mode. You first must configure your headset and speaker mode devices. For more information, see Configuring your headset and speaker mode devices (page 46) and Switching between headset and speaker mode (page 47). Account log on or log off You can configure an account for automatic log on or you can manually log on and off from your account. For more information, see the following sections: Configuring an account (page 17) Logging on to your account (page 20) Logging off your account (page 47) Logging on to your account again (page 48) Call hold or retrieve You can place a call on hold and retrieve a call that you place on hold. For more information, see the following: Placing a call on hold (page 32) Retrieving a call on hold (page 33) Online help For detailed information about specific client features, see the help documentation provided with Plug-in To access help, in the Nortel Plug-in 3457, click s, and then click Help. Related publications For more information, see the following related publications: Nortel Plug-in 3457 Administration (NN ). Communication Server 1000 suite of documentation

10 Installation and commissioning To use Plug-in 3457, you must perform the following installation and commissioning procedures. Prerequisites for installation and commissioning Ensure that your administrator installs and configures Communication Server For more information, see Nortel Plug-in 3457 Administration (NN ). To use the provisioning server, ensure that your administrator configures the provisioning server. For more information, see Nortel Plug-in 3457 Administration (NN ). Ensure that your processor is one of the following: Minimum: Intel Pentium III 1.3 GHz or equivalent Optimal: Pentium GHz or equivalent Ensure that you have 512 MB RAM of memory Ensure that you have 50 MB of hard disk space Ensure that your operating system is one of the following: Windows 2000 Windows XP Windows Vista Ensure that your IP network connection is one of the following: broadband LAN wireless Ensure that your Sound Card is full-duplex, 16-bit Ensure that you have at least one of the following: Sametime Connect Nortel Plug-in (Standard or Advanced) Version 8.0.2

11 Installation and commissioning Lotus Notes Standard Version with optional Sametime Connect Version Attention: Support is currently not available for Lotus Notes with embedded Sametime Attention: Sametime clients require Sametime Standard Server for Chat and Presence. Ensure that you have the Plug-in 3457 Licence Key; see the system administrator. Ensure that you have a speaker headset with a microphone. For optimal audio experience, Nortel recommends a USB headset. Navigation for installation and commissioning Importing the UCM Certificate Authority (page 11) Installing or upgrading Plug-in 3457 (page 14) Activating the Plug-in 3457 Soft Client license (page 16) Configuring an account (page 17) Logging on to your account (page 20) Configuring the account dialing plan (page 22) Configuring voice mail (page 24) Configuring security (page 26) Configuring audio codecs (page 26) Configuring topology (page 27) Uninstalling Plug-in 3457 (page 28) Importing the UCM Certificate Authority If your administrator installed and configured a provisioning server, you must import the Unified Communications Manager (UCM) Private Certificate Authority to the Trusted Root Certificates Store. If your administrator did not install and configure a provisioning server, you need not perform this procedure.

12 Installation and commissioning For more information about the provisioning server, see Nortel Plug-in 3457 Administration (NN ). Prerequisites Ensure that your administrator provides you with the UCM Private Certificate Authority. 1 On the computer on which you plan to install Plug-in 3457, open Internet Explorer. 2 Click Tools, Internet Options. 3 Click the Content tab 4 On the Content page, click Certificates. 5 In the Certificates dialog box, click the Trusted Root Certification Authorities tab. 6 Click Import. 7 In the Certificate Import Wizard, click Next. 8 Click Browse to locate the UCM Private Certificate Authority file. 9 Select the file, and click Open. 10 Click Next. 11 Select Place all certificates in the following stores. 12 In the Certificate store box, ensure that Trusted Root Certification Authorities is present. 13 If Trusted Root Certification Authorities is not present, click Browse and select it. 14 Click Next. 15 Click Finish. 16 Click OK. The UCM server host name appears in the Trusted Root Certificate Authorities list.

13 Installation and commissioning Job aid: For an example of the Trusted Root Certification Authorities tab, see the figure UCM Certificate import (page 13). You select this tab to import the UCM Private Certificate Authority certificate. After you import the UCM certificate, the UCM server host name appears in this list. For an example of the Certificate Import Wizard with the Trusted Root Certification Authorities present in the Certificate store box, see the figure Certificate Import Wizard (page 14). This image depicts the selection of the certificate store, in which to store the UCM certificate. UCM Certificate import

14 Installation and commissioning Certificate Import Wizard Installing or upgrading Plug-in 3457 The Plug-in 3457 installation is provided as a Windows installer. The installer is an.msi file (NortelPlug-in3457-x.x.x.x.msi where x.x.x.x denotes the build number). You can upgrade the Plug-in 3457 by installing the most recent version of the Windows installer. The location of the installation is automated based on previous Notes or Sametime installation. The default location of the installation files is in the following directory for each application: C:\Program files\ibm\lotus\notes C:\Program files\ibm\lotus\sametime Connect The settings.cps file for Lotus Notes is in C:\Documents and Settings\<username>\Application Data\Nortel Networks\Notes Nortel Plug-in 3457.

15 Installation and commissioning The settings.cps file for Sametime Connects Notes is in the C:\Documents and Settings\<username>\Application Data\Nortel Networks\Sametime Nortel Plug-in Prerequisites Ensure that you have a copy of the windows installer. 1 Double-click the NortelPlugin3457-x.x.x.x.msi file. 2 In the welcome window, click Next. 3 In the End User License Agreement window, read the license agreement, and then select the I accept the terms in the License Agreement check box. 4 In the Custom Setup window, select the environments in which to install Plug-in Click Next. 6 Click Install. 7 After the files install, click Finish to exit the Setup Wizard. Job aid: The following image shows the Custom Setup portion of the plug-in installation. You can choose to install the plug-in for IBM Lotus Notes, for IBM Sametime Connect, or for both.

16 Custom Setup options Installation and commissioning Activating the Plug-in 3457 Soft Client license The Plug-in 3457 requires activation before you can use it. To activate the plug-in start the IBM Sametime client from either Notes or Sametime Connect. Prerequisites Install Plug-in 3457 Ensure that your administrator provides a license key. 1 Start the IBM Sametime client from either Notes or Sametime Connect. 2 Click the Plug-in 3457 tab. 3 From the s menu, choose License.

17 Installation and commissioning 4 In the Enter License Key dialog box, type the license key. 5 Click OK. Attention: If a license key is not provided, the following message appears: Plug-in 3457 not licensed. Configuring an account If your administrator did not install and configure a provisioning server, you must configure an account. Configure the Communication Server 1000 (CS 1000) account to be the default account. The client uses the default account for voice mail access and for all outgoing calls that do not match a dialing plan. If your administrator installed and configured a provisioning server, you need not perform this procedure. Prerequisites Install Plug-in See Installing or upgrading Plug-in 3457 (page 14). Activate the license agreement. See Activating the Plug-in 3457 Soft Client license (page 16). Ensure that you have the following information from your administrator: CS 1000 Domain name IP address and port of the CS 1000 SIP Line Gateway provisioning server URL (if available) account user name and password 1 From the menu, choose Account Settings. Attention: At anytime while configuring the account, if you want to revert to the default settings, click Restore Defaults.

18 Installation and commissioning 2 In the Telephony Accounts window, in the Account Name box, type the name for this account profile. 3 In the Display Name box, type the user name for Caller ID or leave it blank. CS 1000 overwrites this field. 4 In the Username box, type the SIP user address of the CS 1000 SIP account. 5 In the Password box, type the CS 1000 SIP account password. 6 In the Authorization username box, type the CS 1000 SIP account user name. 7 In the Domain box, type the CS 1000 SIP Line Domain name provided by your administrator. 8 Select the Register with domain and receive incoming calls check box to register with the domain and to receive incoming calls. 9 From the Send outbound via list, select Proxy. 10 In the Proxy Address box, type IP address and port (example: :5070) of the SIP Line Gateway. 11 If your computer is configured to listen for SIP traffic on a specific port, in the Sip listen port section, select the Manual override check box to enable the SIP listen port. 12 If you selected the Manual override check box, in the Port box, type a numeric value for the SIP listen port number. 13 To reset account settings to the default values, click Reset. 14 Click Apply to save your changes. 15 Click OK to close the Preferences window.

19 Installation and commissioning Variable definitions Variable Account Name Display Name Username Password Authorization username Domain Register with domain and receive incoming calls Send outbound via Description In the Account Name box, type the name for this account profile. Accepted values are alphanumeric only. In the Display Name box, you can type the user name for Caller ID or leave it blank. CS 1000 overwrites this field. Accepted values are alphanumeric only. In the Username box, type the SIP user address of the CS 1000 SIP account. Accepted values are numeric only. In the Password box, type the CS 1000 SIP account password. Accepted values are alphanumeric only. In the Authorization username box, type the CS 1000 SIP account username. Accepted values are numeric only. In the Domain box, type the CS 1000 SIP Line Domain name provided by your administrator. Accepted values are alphanumeric only. Select this check box to register with the domain and to receive incoming calls. From the list, you can select one of the following: Domain Proxy Outbound domain Accept the default selection, which is Proxy. Proxy Address Type the IP address and port (example: :5070) of the CS 1000 SIP Line Gateway (provided by your administrator). Manual override Port If PC is set up to listen for SIP traffic on a specific port, select the Manual override check box to enable the SIP listen port. If you selected the Manual override check box, in the Port box, type a numeric value for the SIP listen port number. Procedure job aid The following figure is an example of the Accounts page in the Telephony Accounts window.

20 Installation and commissioning Telephony Accounts - Account page Logging on to your account You must log on to your account to use the plug-in. You can log on to only one SIP client at a time. Prerequisites Install Plug-in See Installing or upgrading Plug-in 3457 (page 14). Activate the License. See Activating the Plug-in 3457 Soft Client license (page 16). Configure an account. See Configuring an account (page 17).

21 Installation and commissioning 1 From the menu, choose Sign in. 2 In the Nortel Plug-in Sign In dialog box, in the User name box, type your user name. 3 In the Password box, type your password. 4 In the Authorization Username box, type the authorization user name. 5 In the Provisioning URL box, type the provisioning URL. 6 To retain user information, excluding the password, select the Remember me check box. 7 To retain the password, select the Remember my password box. 8 To log on automatically, select the Automatically sign in check box. 9 Click OK. Job aid: The following figure is an example of the Sign in dialog box. Sign in dialog box

22 Installation and commissioning Configuring the account dialing plan Using Plug-in 3457, you can dial outgoing numbers in several formats. Plug-in 3457 automatically modifies several phone number formats for correct dialing with the CS For example, if you dial , Plug-in 3457 removes the hyphen (-) characters and trims any spaces before placing the call. Depending on the CS 1000 configuration, a typical North American setup may require users to dial a 9 before local calls and a 6 before long distance or internal ESN calls. For example, you can call 5172 (local ), by using one of the following methods: four-digit DN dialing = 5172 (some locations may have five-digit DNs) Local ten-digit calling = Local seven-digit dialing = Long distance dialing = ESN dialing = E.164 dialing = The administrator must provide the number stored in the Domino Directory under the Office Phone users in one of the following formats: CDP, for example, 5172 UDP, for example, E.164, for example, For Sametime buddylist or directory calling using the Call using Nortel Plugin 3457 feature, numbers must be normalized before they are sent to the CS Plug-in 3457 has a configurable dialing plan field that performs the preconfigured normalization on the number before placing the call. Under the Account Settings tab a dialing plan may be provided, for example, Dialing plan = xxxxt 3xxxxxxxT +x.t;match=2;pre"6" This example includes three rules that are separated by the pipes ( ). The first rule is xxxxt which matches a four-digit extension but provides additional time to receive digits if the user does not complete entering the number. No modification is performed on four-digit numbers. The second rule is 3xxxxxxxT, which matches a seven-digit number starting with 3. This sevendigit number is a typical ESN number such as If the user does not enter additional numbers, the rule prepends a 6 to the number making it dialed as The last rule matches any length number starting with a plus sign (+)(E.164). No modification occurs for these E.164 numbers. For more information about dialing plan syntax and descriptions, see the Plug-in 3457 help documentation. For more information, see Online help (page 9).

23 Installation and commissioning Prerequisites If a provisioning server is not used, ensure that the administrator provides the dialing plan information. 1 If you are in the Account Settings window, proceed to step 4. 2 Start the IBM Sametime client from either Notes or Sametime Connect. 3 From the menu, choose Account Settings. 4 In the Telephony Accounts window, select the account. 5 In the Dialing Plan box, type the dialing plan.

24 Installation and commissioning 6 Click Apply to save your changes. 7 Click OK to close the Preferences window. Configuring voice mail The CS 1000 forwards calls to voice mail; however, Plug-in 3457 indicates when new voice mail arrives and provides quick access to voice mail through convenient icons. Prerequisites Install Plug-in See Installing or upgrading Plug-in 3457 (page 14). Activate the License. See Activating the Plug-in 3457 Soft Client license (page 16). Configure an account. See Configuring an account (page 17). Ensure that your administrator, provides the numbers for checking voice mail and for sending calls to voice mail. 1 Start the Preferences window. 2 In the left pane, click Telephony Accounts. 3 Select the desired account. 4 In the right pane, click the Voic tab 5 Select the Enable Voic check box. 6 In the Number to dial for checking voic box, type the number provided by your administrator. 7 In the Number for sending calls to voic box, type the number provided by your administrator. 8 Verify that the Send calls to voic if unanswered for check box is clear.

25 Installation and commissioning Attention: The network handles all forwarded voice mail. Incoming calls for which the user chooses to transfer to voice mail are forwarded to the number in the Number for sending calls to voic box. 9 Click Apply to save your changes. 10 Click OK to close the Preferences window. Job aid: The following figure is an example of the Voic page in the Telephony Accounts window. Telephony Accounts - Voic page

26 Installation and commissioning Configuring security CS 1000 Release 6.0 supports both the User Datagram Protocol (UDP) and Transmission Control Protocol (TCP) for Plug-in CS 1000 also supports SIP TLS and SRTP, however, Support is not available for SIP TLS and SRTP for use with Plug-in Prerequisites Install Plug-in See Installing or upgrading Plug-in 3457 (page 14). Activate the License. See Activating the Plug-in 3457 Soft Client license (page 16). Configure an account. See Configuring an account (page 17). 1 Open the Preferences window. 2 In the left pane, select Telephony Accounts. 3 In the right pane, select the Security tab. 4 From the Signaling transport list, select a protocol. 5 Click Apply to save your changes. 6 Click OK. Configuring audio codecs By default, the supported codecs are enabled with Plug-in However, if required, enable the following codecs.

27 Installation and commissioning CS 1000 supports the following audio codecs for telephony calls: G711u G711a G729 Attention: If you do not enable the standard G711 and G729 codecs, calls from the Nortel Plug-in 3457 to non-sip clients can fail. Prerequisites Install Plug-in See Installing or upgrading Plug-in 3457 (page 14). Activate the License. See Activating the Plug-in 3457 Soft Client license (page 16). Configure an account. See Configuring an account (page 17). 1 Open the Preferences window. 2 In the left pane, select Telephony Preferences. 3 Click the Audio Codecs tab. 4 On the Audio Codecs page, in the Disabled Codecs list, select the codecs to enable. 5 Click the right arrow to move the selected codecs to the Enabled Codecs list. 6 Click Apply to save your changes. 7 Click OK to close the Preferences window. Configuring topology For CS1000 Release 6.0, Plug-in 3457 must have the port used on local computer specified for proper SIP registration.

28 Installation and commissioning 1 Open the Preferences window. 2 In the left pane, select Telephony Accounts. 3 Click the Topology tab. 4 In the Telephony Accounts section, in the Enabled column, select the check box for the CS 1000 account. 5 Click Make Default. 6 Select the Topology tab. 7 From the IP address list, select Discover global address. 8 From the STUN server list, select Discover server. 9 Click the Enable ICE check box. 10 Click the Manually specify range check box. 11 In the From field, type a port number. Attention: Nortel recommends that you type the same port number in the From and To fields, and that you do not use a well-known port used for other applications. 12 In the To field, type the port number. 13 Click Apply to save the configuration. 14 Click OK to close the Preferences window. Uninstalling Plug-in 3457 You can uninstall the Plug-in 3457 to remove it from the PC. 1 Open the Windows Control Panel.

29 Installation and commissioning 2 From Control Panel, open Add or Remove Programs. 3 From the list of installed programs, select Nortel Plug-in 3457 for IBM Lotus notes/sametime, and click Remove. The uninstall does not remove certain configuration data, which a future installation could use. 4 Optional: To remove the configuration data for Notes installations, delete the following directories: C:\Documents and Settings\<username>\Application Data\Nortel Networks\Notes Nortel Plug-in 3457 C:\Documents and Settings\<username>\Local Settings\Application Data\Nortel Networks\Notes Nortel Plug-in Optional: To remove the configuration data for Sametime Connect installations, delete the following directories: C:\Documents and Settings\<username>\Application Data\Nortel Networks\Sametime Nortel Plug-in 3457 C:\Documents and Settings\<username>\Local Settings\Application Data\Nortel Networks\Sametime Nortel Plug-in 3457

30 Using Plug-in 3457 This chapter describes how to use the features of Plug-in Prerequisites for using Plug-in 3457 Install and commission Plug-in See Installation and commissioning (page 10). Navigation for using Plug-in 3457 Accepting incoming calls (page 31) Dialing to call (page 31) Calling from the History list (page 33) Using the Sametime buddy list to call (page 35) Calling from or the Lotus Notes calendar (page 37) Initiating a call from a chat session (page 38) Configuring call forwarding (page 39) Accessing voice messages (page 40) Configuring quick transfer preferences (page 42) Transferring a call (page 42) Calling and then transferring (page 45) Configuring your headset and speaker mode devices (page 46) Switching between headset and speaker mode (page 47) Logging off your account (page 47) Logging on to your account again (page 48) Checking for updates (page 48) Enabling or disabling an account (page 49)

31 Using Plug-in 3457 Accepting incoming calls When Plug-in 3457 receives a call, you receive a prompt to accept the call. If available, the user ID or number appears for the incoming call. You can accept, decline or send the incoming call to voice mail. You can answer incoming calls on the Calls tab or through the window that appears above the taskbar. Prerequisites To send the call to voice mail, you must configure voice mail first. See Configuring voice mail (page 24). 1 In the Sametime Connect window, click the Calls tab. 2 Click Answer to answer the call. OR Click Voic to send the call to voice mail. OR Click Decline to decline the call. Dialing to call You can dial numbers by using a telephony dial pad or by typing the number using your keyboard. If you already have a call in progress when you make a new call, the client automatically places the current call on hold. 1 In the text box, type the number to dial. OR Click the v (down arrow) to the right of the Dial button to use the dial pad. You can click the dial pad numbers or use your keyboard dial pad.

32 Using Plug-in Click Dial. Job aid: The following illustration is an example of placing a call using the dial pad. Dialling to call Placing a call on hold With Plug-in 3457, you can place a call on hold. Prerequisites Place a call. 1 During an established call, click Hold. Job aid: The following figure is an example of placing a call on hold.

33 Using Plug-in 3457 Retrieving a call on hold With Plug-in 3457, you can retrieve a call that is on hold. Prerequisites Place a call. Place the established call on hold. See Placing a call on hold (page 32). 1 Click Unhold. Calling from the History list You can use the History list to place a call. The History list contains all incoming and outgoing calls. You can apply filters to the list to show all, missed, received, dialed, or redirected calls.

34 Using Plug-in Click the History tab. 2 On the History page, right-click the entry to call, and select Dial. Job aid: The following figure is an example of placing a call using the History list. History calling To sort calls in the history list, click the icon to the right of the text box and select one of the following: All Missed Received Dialed Redirected To view an example, see the figure Sorting calls in the History list.

35 Using Plug-in 3457 Sorting calls in the History list Using the Sametime buddy list to call As a Sametime user, you can use the Sametime buddy list to call other Sametime users. Prerequisites You and the person that you call must each be a Sametime user.

36 Using Plug-in Click Contacts. 2 Right-click the Sametime user to call, click Call with Nortel Plug-in 3457, and then click the telephone number that appears for that user. 3 From the menu that appears, select the DN number. The plug-in initiates a voice call. After the called party accepts or answers the call, communication is established. Attention: To use the Call option, each Sametime user must have VOIP. This call is a computer to computer voice-chat only. To avoid confusion, you can disable this feature. Job aid: The following figure is an example of Sametime Buddy list calling. Sametime Buddy list calling

37 Using Plug-in 3457 Calling from or the Lotus Notes calendar Notes users with integrated Sametime can initiate calls from received or calendar appointments to other Sametime users. Attention: Support is currently not available for Lotus Notes with embedded Sametime Prerequisites You and the person that you call must each be a Sametime user. 1 Open an or a calendar appointment. 2 Right-click the sender or other names and select Call using Nortel Plug-in From the menu that appears, select the DN number. Job aid: The following figure is an example of placing a call from within Lotus Notes.

38 Using Plug-in 3457 Lotus Notes calling Initiating a call from a chat session Two Sametime users engaged in a chat can escalate to a voice call. Prerequisites You and the person that you call must each be a Sametime user. The chat session must be a 1:1 session. 1 Initiate a chat session. 2 Right-click the participant name, click Call using Nortel Plug-in 3457, and then click the telephone number that appears for that user. 3 From the menu that appears, choose the DN number.

39 Using Plug-in 3457 Job aid: The following figure is an example of initiating call from chat session. Chat session calling Configuring call forwarding Users can forward all incoming calls to a different location by using the Plug-in 3457 forwarding option. To use this feature, you must configure the forwarding features for the telephony account. You can enable and disable call forwarding, and specify to which number to forward the incoming calls. Plug-in 3457 provides voice mail forwarding capabilities; however, when used in a Communication Server (CS 1000) network, Nortel recommends that you configure the network to forward incoming calls to voice mail to avoid potential unwanted behavior. 1 Open the Preferences window. 2 In the left pane, click Telephony Accounts. 3 Select an account to configure. 4 In the right pane, click the Voice Mail tab. 5 In the Forwarding section, select the Always Forward check box to forward all calls.

40 Using Plug-in In the to this address box, type the number to which to forward calls. 7 Click Apply to save your changes. 8 Click OK to close the Preferences window. Job aid: The following figure is an example of configuring call forwarding for a telephony account. Configuring call forwarding Accessing voice messages You can access voice mail by using the Nortel Plug-in 3457 or from the Notes toolbar. New voice messages received are indicated by the voice mail icon changing to green. To view an example, see the figure voice mail in Sametime (page 41).

41 Using Plug-in 3457 Prerequisites Depending on the voice mail system used, you may require a user mailbox and password. 1 To access voice mail, in the Nortel Plug-in 3457 or in Lotus Notes, click the Voic icon. 2 If prompted, enter the user mailbox and password. You can use the dial pad to provide dual tone multi-frequency (DTMF) digits for voice mail applications that require touchtone input. Job aid: The following figure is an example of accessing voice mail in the Plug-in voice mail in Sametime The following figure illustrates how to access voice mail in Lotus Notes. voice mail in Lotus Notes

42 Using Plug-in 3457 Configuring quick transfer preferences You can quickly transfer calls to another number. To use this feature, you must first configure the numbers to which to transfer calls. 1 Open the Preferences window. 2 In the left pane, click Telephony Preferences. 3 In the right pane, click the Quick Transfer tab. 4 Enter names and associated telephone numbers to be used for transfers. 5 Select the default check box for the number to which to transfer all calls when you use the Quick Transfer feature. 6 Click Apply to save your changes. 7 Click OK to close the Preferences window. Transferring a call You can quickly transfer calls to another number by using one of the following methods: Default Quick Transfer one-click transfer directly to the default Quick Transfer number Quick Transfer transfer directly to any Quick Transfer number selected from the Quick Transfer list Unattended Transfer transfer to any number without first speaking to the person to whom you are transferring the call Enter digits transfer to any number that you enter

43 Using Plug-in 3457 Prerequisites Configure the transfer list and default number. See Configuring quick transfer preferences (page 42)

44 Using Plug-in Choose a method of transfer. Choose Do this Default Quick Transfer Go to 2. Quick Transfer Go to 3. Unattended Transfer Go to 4. Enter digits Go to 5 2 Click the quick transfer icon to transfer the call to the default number 3 Click the arrow to the right of the quick transfer icon, and then click Transfer this call. 4 To select a number to which to transfer the call, click the down arrow to the right of the quick transfer icon, and then click the desired number. 5 From the Quick Transfer menu, choose Transfer this call and then enter the number that you want to call. Job aid: The following figure is an illustration of the quick transfer icon. Quick transfer icon The following figure is an example of selecting a number from the menu. Selecting a number

45 Using Plug-in 3457 Calling and then transferring In addition to transferring a call, you can verify that the receiving end is available by calling the recipient of the transfer. After a connection is established, you can proceed to transfer the call. 1 In the Nortel Plug-in 3457, click the arrow to the right of the quick transfer icon, and then click Call then transfer. 2 In the Call then transfer box, enter the number to call. 3 Click Enter. 4 After the call is established, click the quick transfer icon. 5 If no one answers, or you decide not to complete the transfer, click End Call. Job aid: After you click Call then transfer in the dropdown menu, the Call then transfer box appears. Call then transfer

46 Using Plug-in 3457 Configuring your headset and speaker mode devices In the Nortel Plug-in 3457, you can switch between headset and speaker mode. You first must configure your headset and speaker mode devices. 1 Open the Preferences window. 2 In the left pane, click Telephony Preferences. 3 In the right pane, click the Devices tab. 4 On the Devices page, select your headset, speakerphone, and phone ring devices. 5 Click Apply to save your changes. 6 Click OK to close the Preferences window. Job aid: The following figure shows the Devices page for Telephony Preferences. Telephony Preferences Devices

47 Using Plug-in 3457 Switching between headset and speaker mode In the Nortel Plug-in 3457, you can switch between headset and speaker mode. Prerequisites Configure your headset and speaker modes. See Configuring your headset and speaker mode devices (page 46). 1 In the Nortel Plug-in 3457, click the headset icon, to switch to headset mode. OR Click the speaker icon to switch to speaker mode. Job aid: The following figure shows the headset and speaker mode icons. Headset and speaker mode icons Logging off your account To disable the plug-in, log off your account or exit the application. After you log off, you are no longer registered with the CS 1000 and cannot receive or make calls. You can log on to only one SIP client at a time; remember to log off from one client before you attempt to log on to another. Prerequisites Configure at least one telephony account. See Configuring an account (page 17).

48 Using Plug-in From the s menu, choose Sign Out. Logging on to your account again If you log off your account, you can manually log on to your account again. Prerequisites Configure at least one telephony account. See Configuring an account (page 17). 1 Start the Nortel Plug-in Click s and then click Sign In. 3 In the Sign in dialog box, click OK. Procedure job aid For more information about logging on to an account, see Logging on to your account (page 20). Checking for updates You can retrieve updates from the server using the client plug-in update wizard.

49 Using Plug-in 3457 Attention: The update installation preserves your preferences and personal contacts. 1 In the Nortel Plug-in 3457, click s, and then click Check for Updates. 2 In the Nortel Plug-in 3457 Update Wizard, click Next. The Update Wizard checks for updates and if required, downloads the latest version. If the currently installed plug-in is up to date, a dialog box appears indicating that the plug-in is up to date. Enabling or disabling an account You can enable or disable telephony accounts. 1 Open the Preferences window. 2 In the left pane, click Telephony Accounts. 3 In the right pane, select the account to enable or disable. 4 To enable an account, select the Enabled check box. 5 To disable an account, clear the Enabled check box. 6 Click Apply to save your changes. 7 Click OK to close the Preferences window.

50 Troubleshooting This chapter describes various troubleshooting tips. Navigation Unable to log on (page 50) Configuration changes do not work (page 50) Unable to log on Users are limited to a single log on at a single SIP client. If a user is already logged on to a client and tries to start and log on to a second client, the log on to the second client fails. Configuration changes do not work When you make configuration or preference changes, you must first select the account to which to apply the changes. By default, the first account in the list is selected. No Message Waiting Indication If you have a new voice mail in the CallPilot system, but the MWI is not lit on the Nortel Plug-in 3457, check with your administrator to ensure that CallPilot is configured correctly, and that the CallPilot release is supported for Nortel Plug-in 3457.

51

52 . All Rights Reserved. Publication: NN Document status: Standard Document issue: Document date: 23 November 2009 Product release: 1.1 Job function: Product Fundamentals Type: User Guide Language type: English While the information in this document is believed to be accurate and reliable, except as otherwise expressly agreed to in writing NORTEL PROVIDES THIS DOCUMENT "AS IS" WITHOUT WARRANTY OR CONDITION OF ANY KIND, EITHER EXPRESS OR IMPLIED. The information and/or products described in this document are subject to change without notice. Nortel, Nortel Networks, the Nortel logo, and the Globemark are trademarks of Nortel Networks. CONTAINS Runtime Modules of IBM Lotus Sametime Software Developer's Kit Copyright IBM Corporation All Rights Reserved. CONTAINS software developed by the Apache Software Foundation All other trademarks are the property of their respective owners. To provide feedback or report a problem with this document, go to

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