User Guide for Cisco UC Integration for Microsoft Lync 11.6

Transcription

1 User Guide for Cisco UC Integration for Microsoft Lync 11.6 User Guide 2 Introduction 2 Calls 2 Check Your Voice Messages 5 Click to Call 5 Start a Chat 6 Meetings 7 Customize 7 Accessibility 11 Troubleshooting 13

2 Revised: June 20, 2016, User Guide Introduction Welcome to Cisco UC Integration for Microsoft Lync. This application extends the presence and instant messaging capabilities of Microsoft Lync or Skype for Business by providing access to a broad set of Cisco Unified Communications capabilities. Here are some of the things you are able to do: Make and receive voice and video calls through Cisco Unified Communications Manager. Drag and drop and right-click directly from Microsoft Lync or Skype for Business to make a call. Instant Messaging and Presence integration with Microsoft Lync or Skype for Business. Mute, hold, and transfer during calls. Software phone or desktop phone mode selection. Communications history of missed, placed, and received calls. Audio and visual notification of incoming calls. Ad hoc conferencing. Visual voic . Click to Call from Internet Explorer, Microsoft Outlook and other Microsoft Office applications. Start a Cisco WebEx meeting. Service Discovery. Calls Call From Docked Window Step 4 Select the dockable window. Begin typing the name of the contact in the search box. Select the desired contact from the search results. Use the call icon beside the phone number to place a call. 2

3 Call From Call History Step 4 Select the dockable window. Select the Recents icon. The hub window opens. Select the desired phone number from the list. Use the call icon beside the phone number to place a call. Drag and Drop Contacts You can drag and drop your Microsoft Lync or Skype for Business contacts to initiate a call. Select your contact in Microsoft Lync or Skype for Business. Drag and drop the contact to the dockable window. A call is placed to the contact. Select your Preferred Phone Device In the hub window, open the Phone Controls drop-down menu. Select your preferred phone device. Add Custom Ringtones You can add a custom ringtone and set it as your incoming ringtone. All sound files must be in.wav audio format. Supported formats include: WAV_FORMAT_PCM_8KHZ WAV_FORMAT_PCM_16KHZ WAV_FORMAT_PCM_24KHZ WAV_FORMAT_PCM_24KHZ_STEREO 3

4 WAV_FORMAT_PCM_44KHZ WAV_FORMAT_PCM_48KHZ WAV_FORMAT_PCM_48KHZ_STEREO WAV_FORMAT_MU_LAW_8KHZ WAV_FORMAT_A_LAW_8KHZ WAV_FORMAT_G729 Navigate to the Ringtones folder on your system. A typical installation path is: C:\Program Files (x86)\cisco Systems\CUCILYNC\Sounds\Ringtones. Copy the custom ringtone file into the Ringtones folder. You can now see the new ringtone option on the Sounds and Alerts tab of the Options window. Control Far-End Camera In calls that support far-end camera control, you can adjust the far-end camera to give you a better view during video calls or you can control the conference layout of cameras. A Show Far End Camera Control icon is displayed in your call if the far-end camera is enabled for control. When you select the icon, depending on the way that the call is connected, you can either use it to move the far-end camera or change the conference layout of video screens. If you call a unit or person directly that has a device with a controllable camera, you can control the far-end camera even if multiple people call into that device at one time. However, if you call a Cisco bridge, then you can only control the conference layout by selecting how you want the various cameras to be displayed on your conference call. Before You Begin This feature is available to you if the system you are calling supports it, and if your administrator has enabled it for you. You also need to be in softphone mode, which means you've selected Use my computer for calls in your hub window. After you have started a video call, select the Show Far End Camera Control icon. Use the pan, tilt, and zoom button to control the call. For direct calls to devices, use the controls to pan the camera left or right, tilt the camera up or down, and zoom the camera in and out. For calls to bridges, use the controls to select the conference layout that you want to use. You can also use the following keyboard shortcuts to manually control the camera: Option Tilt up Description Up arrow key 4

5 Option Tilt down Pan left Pan right Zoom in Zoom out Description Down arrow key Left arrow key Right arrow key Plus sign (Shift + Equal key) Minus sign key Check Your Voice Messages Select the voice messages tab on the hub window. You can listen to your voice messages by selecting a message to play. You can delete your message by right-clicking it and selecting Delete. Click to Call Call from Microsoft Outlook Select an in your inbox. You can create a call using one of the following options: In the ribbon menu, select Call_sender_name In the ribbon menu select the Recipients drop-down list. Choose the recipient you wish to call. 5

6 Call from Microsoft Office Applications Highlight a number in the current document. Start a call using one of the following options: On the ribbon menu select one of the following: Call Call with edit You can edit the number before creating the call. In Microsoft Word or Microsoft Excel you can right-click and select one of the following menu options: Call Call with edit You can edit the number before creating the call. Call from Internet Explorer Highlight a number on a web page in Internet Explorer. Right-click and select one of the following: Call Call with Edit.. You can edit the number before creating the call. Start a Chat You can start a Microsoft Lync or Skype for Business chat session from Cisco UC Integration for Microsoft Lync. Before You Begin This feature is not available when the supported versions of Microsoft Lync or Skype for Business are not running or the user is not logged in. 6

7 Right-click a contact in Cisco UC Integration for Microsoft Lync in either search results, the call history tab, or voic tab. Select Chat. Meetings Create a WebEx Meeting Select a contact or multiple contacts from one of the following: Microsoft Lync or Skype for Business contacts list Recents list Voic Search results Right-click and select Meet Now. Customize Call Options In the hub window, select File > Options The options window opens. Select the Calls tab. You can choose an option for starting a call using video: Always start calls with video. 7

8 Never start calls with video. Step 4 Select if the conversation window comes to the front for the following: On all calls On video calls only Never Step 5 Select Apply. Advanced Call Options Step 4 In the hub window, select File > Options The options window opens. Select the Calls tab. Select the Advanced >> button. Choose an option for starting a call from Lync. When your contacts have more than one number you can choose one of the following: You can start a call using the default number for the contact. You can select the number to call. Step 5 Step 6 Select if the caller information is displayed when a call is answered. Select Apply. Select Audio Devices Step 4 In the hub window, select File > Options The options window opens. Select the Audio tab. Choose your Speaker, Microphone, and Ringer/Alerts options. Select Apply. 8

9 Arrange Audio Devices If you have more than one audio device, you can arrange them in order of preference. In the hub window, select File > Options Select Advanced. Select your audio device and use the up and down arrow to set the order. Select Video Devices Step 4 In the hub window, select File > Options The options window opens. Select the Video tab. Choose your camera. Select Apply. Arrange Video Devices If you have more than one video device, you can arrange them in order of preference. Select File > Options Select the Video tab and then Advanced. Select your camera and use the up and down arrows to set the order. 9

10 Add Phone Account Step 4 Select File > Options Select Phone accounts. (Optional) Select Advanced to input the Cisco Unity Connection server information. Enter the username and password for your Cisco Unity Connection account. Add Meetings Accounts Step 4 Step 5 Step 6 Select File > Options. Select the Meetings tab. Select Edit account. Select New Site from the WebEx Site drop-down list. Enter the site and associate username and password in the fields provided. Select Ok. Integrate Your Calendar Select File > Options. Select the Calendar tab. Select the calendar to integrate with the application. 10

11 Accessibility Keyboard Shortcuts Global Shortcuts Operation Access the docked window Tip To show the docked window: 1 Open the Hub window. 2 Select View > Show docked window. Keyboard Shortcut CTRL + Shift +? Open the diagnostics tool. Open the context menu CTRL + Shift + D Menu key Shift + F10 Incoming Calls Operation Answer calls Decline calls Reply to calls with chat Keyboard Shortcut CTRL + L CTRL + D CTRL + R Active Calls Operation End calls Enter or exit full screen mode Show or hide self-view video Mute or unmute your audio Start or stop video Keyboard Shortcut CTRL + K CTRL + SHIFT + F CTRL + SHIFT + B CTRL + Down Arrow CTRL + SHIFT + V 11

12 Operation Dock or undock the call window Hold or resume calls Open or close the keypad Increase Volume Decrease Volume Open or close the More menu Open the Merge menu when calls are on hold Transfer a call Start a conference call Show call statistics Keyboard Shortcut CTRL + ALT + P CTRL + SHIFT + H CTRL + SHIFT + K Tip Enter numbers on the keypad with your keyboard. CTRL + SHIFT + Up Arrow CTRL + SHIFT + Down Arrow CTRL + SHIFT + Plus CTRL + M CTRL + SHIFT + T CTRL + SHIFT + C CTRL + SHIFT + S Font Smoothing Administrators who install and configure Cisco UC Integration for Microsoft Lync can control how font smoothing occurs. The ForceFontSmoothing parameter specifies whether the client or the operating system applies anti-aliasing to text. By default, the client applies anti-aliasing to smooth text. If you want the operating system to apply anti-aliasing to text, set the ForceFontSmoothing parameter in the client configuration as follows: <Policies> <ForceFontSmoothing>false</ForceFontSmoothing> </Policies> 12

13 Troubleshooting Presence Behavior Expected Presence Behavior in Microsoft Lync or Skype for Business, when Cisco UC Integration for Microsoft Lync is Used for Calls Initial Presence state in Microsoft Lync On a call using the soft phone, status changes to: On a call using the desk phone, status changes to: End a call using soft phone, status changes to: End a call using desk phone, status changes to: Mouse move desk phone or return from idle On the Phone/Custom On the Phone X Inactive / Idle On the Phone/Custom On the Phone/Custom Inactive / Idle Away / Idle On the Phone/Custom Away/Idle Away / Idle Be right back / Be right back/ Be right back/ Be right back/ Be right back/ X Off work / Off work/ Off work / Off work / Off work / X Appear Away / Appear Away / Appear Away / Appear Away / Appear Away / X Busy / On the Phone / Custom On the Phone / Custom X Busy Idle (5 min) - Busy On the Phone / Custom Busy Idle (5 min) - Busy Busy Idle(5 min) - Busy 13

14 Initial Presence state in Microsoft Lync On a call using the soft phone, status changes to: On a call using the desk phone, status changes to: End a call using soft phone, status changes to: End a call using desk phone, status changes to: Mouse move desk phone or return from idle Busy Idle (10 min) - Away On the Phone / Custom Busy Idle (10 min) - Away Busy Idle (10 min) - Away On the Phone / On the Phone / On the Phone / X Do not Disturb / Do not Disturb / Do not Disturb / Do not Disturb / Do not Disturb / X Appear Offline/ Appear Offline Appear Offline Appear Offline Appear Offline Appear Offline This table describes the expected behavior in Microsoft Lync when Cisco UC Integration for Microsoft Lync is used for calls. Note The different behavior when using a soft phone and desk phone for the inactive state is because when the user responds on a soft phone when their machine is inactive, it will immediately become active. Note When a user sets their Microsoft Lync presence to Appear Offline and they make a call with Cisco UC Integration for Microsoft Lync. During the call they set their Microsoft Lync presence status to, then their presence will automatically change to On The Phone if configured, otherwise the presence status will be Busy. Presence Issues Presence showing Busy not On the Phone Problem Description: When on an active call, Busy presence is showing instead of On the Phone. Resolution: Cisco UC Integration for Microsoft Lync provides an On the Phone custom presence xml file, for information on configuring the registry keys see the Custom Presence Status in the Administration Guide for Cisco UC Integration for Microsoft Lync. 14

15 Presence Not Changing as Expected Problem Description: When on an active call, Cisco UC Integration for Microsoft Lync doesn't change status. Resolution: Cisco UC Integration for Microsoft Lync changes status in certain scenarios, see the Presence Behavior section for further information. Presence Not Showing In a Meeting Problem Description: When a meeting is started and the meeting is shown in the meetings tab, the presence doesn't change. Resolution: Microsoft Lync or Skype for Business controls the presence changing to In a meeting. Verify the following: Verify that Microsoft Lync or Skype for Business is connected with the Microsoft Lync or Skype for Business server. Verify that the Exchange Web Service (EWS) is deployed to Microsoft Lync or Skype for Business. Check the values for the Microsoft Lync or Skype for Business server parameters: CalendarStatePublicationInterval WebServicePollInterval For further information check your Microsoft Lync or Skype for Business documentation. Presence not Changing Problem Description: Using a desk phone to make a call and presence doesn't change Resolution: When you are using a desk phone your computer can be in Idle state. See the Presence Behavior section for more information on states and presences. Expected Presence When On a Call and In a Meeting Problem Description: When on a call and in a meeting what is the expected presence. Resolution: In Cisco UC Integration for Microsoft Lync the presence statuses In a Meeting, On the Phone and Busy have the same priority, this is treated the same in Microsoft Lync or Skype for Business. The last presence set is the last presence shown. Overrides Presence Problem Description: ly changing presence to Away doesn't change to On the Phone when on a call, but manually changing presence to Busy and on a call will change the status to On the Phone. Resolution: In Cisco UC Integration for Microsoft Lync the presence status Away has priority over the presence statuses In a Meeting, On the Phone, and Busy. 15

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