Quick Start Guide Inclarity UC Client (for Windows) v3 07/12/2015

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1 1 Quick Start Guide Inclarity UC Client (for Windows) v3 07/12/2015 Unified Communications (UC) is a broad concept concerning the integration of telephone functions with other, essential business functions. The Inclarity UC Client for Windows is an optional piece of software that, when installed on your desktop, aggregates and accesses various sources of contact information to make dialling easier, and to improve your productivity. The UC Client can be supplied in two versions: UC Lite: Integration with Microsoft Outlook and Skype for Business (formerly Lync) only UC DB: The above, and also integration with one or more specialist CRM/database systems Installing and using the software is described in more detail below. Contents 1. Installing the UC Client The UC Client Menu Recent Calls Features Phone Presence Address Book Call History Configuration UC Client Integrations Skype For Business (Lync) Integration Outlook Integration Other Integrations UC Client In Practice Preview & Pop Voic notifications Click to Dial Clipboard & Web Page Dialling Web Dialling in Internet Explorer Web Dialling in Google Chrome Web Dialling in Mozilla Firefox... 13

2 2 1. Installing the UC Client An Inclarity user can download the UC Client software from their online access to the Phone Manager portal. The file download link is shown in the bottom-right hand corner of the screen. Click to download the.zip file and open it in Windows Explorer to expose the.exe version. Double-click on the.exe file to being the installation wizard. Click Install to begin installing the software. When the installation has completed press Finish to close the window. The software will then prompt you to enter your configuration details:

3 3 Enter the Username and Password supplied by Inclarity and press Save at the bottom. You should see the dot for the program in your Windows System Tray go green.

4 4 2. The UC Client Menu The features of the UC client can be used by right-clicking on the dot menu appears: in your System Tray until the following These options are described in more detail below Recent Calls Selecting this option allows you to quickly view the last 10 calls made against your Extension. You can click on each entry to trigger a call back call to that number (click to dial) Features Selecting this option allows you to update your call forwarding and/or DND settings (an alternative to using the Phone Manager portal or Feature Access Codes) Phone Selecting this option allows you to set up new calls and review existing calls. Press Make Call, enter the telephone number you wish to dial, and then press Make Call a second time to trigger the call. Note that the UC Client is not itself actually a telephone. It will simply trigger a call back to your chosen VoIP telephone. (If you are not close to your phone it is not recommended to trigger calls in this way.) 2.4. Presence Selecting this option launches a dashboard listing all of the users in your telephone environment and their current SIP (telephony) Presence status. Offline Online in DND Online & available Online & busy Online & ringing

5 5 You can right-click on any user in the list and select Make Call to set up a call back call between your and that user (click to dial) Address Book Selecting this option allows you to search your database of contacts for a particular person s telephone number. The search box accepts partial and as well as full matches. With no configured integrations the only matches will be from the default Contacts list, which is the same server side list shown in the Contacts section of the Phone Manager portal (and on the screen of your IP desk phone). With configured integrations you may also see matches with data acquired from other sources. Regards of where the matched contact is sourced from, you can click on the telephone number provided to trigger a call back call between you and that party (click to dial) Call History

6 Selecting this option allows you to review your recent call history. This data in this window is more detailed than what is shown under Recent Calls, but again the listed numbers can be used to click to dial Configuration Selecting this option launches a window for controlling the configuration of the software. This is where you add integrations (see below). 6 When making changes in this window make sure you press Save at the bottom to make these changes permanent.

7 7 3. UC Client Integrations The UC Client is designed to interact with other applications on your desktop to improve your experience and enhance your productivity Skype For Business (Lync) Integration Skype/Lync integration is automatically enabled and requires no special configuration. However you should lunch the Configuration window and adjust your Availability settings: When you tick Update Lync state when on a call the UC Client will make your Skype/Lync status busy every time you are on the phone. You will also see within the Skype/Lync window when you right-click on a user the UC Client will insert an additional menu option Call using desk phone. When selected this option will set up a call back call between your Inclarity phone and the Skype/Lync user s listed telephone number (as it is recorded in the Skype/Lync contact list). Note that if you select the normal Call option here you will trigger a call from Skype/Lync, and not from your Inclarity phone. (It is not currently possible to dial from Lync using Inclarity to any other numbers.) 3.2. Outlook Integration

8 8 Integration with Microsoft Outlook is available to all UC Lite and UC DB users, but must be enabled from the Configuration window under Integrations: Select (Add new) and choose Microsoft Outlook from the list. Leave the window on all defaults and press Save at the bottom. This integration enables:

9 9 Call preview using Outlook Contacts Address Book search using Outlook Contacts IMPORTANT: There are known, documented issues with Microsoft and the correct synching of their products. For best results after booting your machine ensure that you start Outlook first before you start Skype/Lync and the UC Client applications. IMPORTANT: The UC Client is only interested in telephony activity, not other Outlook activity. Your SIP (telephony) Presence status will only change when you are on a call. If you schedule meetings in your Outlook calendar these status updates will not be copied to your telephony status. In such situations when you are busy and not using your telephone, Inclarity recommends that you place your phone in Do Not Disturb status, which can be reported to the UC Client users (and most VoIP telephones with Line Monitor capabilities) Other Integrations UC DB users may integrate with other databases and applications, which may include: ACT Connectwise Egroupware GoldMine Google Contacts LDAP Lotus Notes Maximizer Microsoft Access Microsoft Dynamics National Directories Netsuite ODBC Sage Salesforce Saleslogix Sugar SuperOffice Vtiger Xing Zendesk Zoho The full list of possible UC integrations is much longer than this if you have an interest in integrating with particular application then please contact Inclarity so that we can check it for you. It is beyond the scope of this document to explain the configuration of all these applications. For assistance with your integration please contact Inclarity Customer Services.

10 10 4. UC Client In Practice In addition to the features and functions described above, day to day use of the UC Client offers a number of benefits, which are described below Preview & Pop When making and receiving calls the UC Client will preview the details of your call in the corner of your screen. For incoming calls you can press to Answer on the box, rather than from your telephone. Where the called/calling number can be matched against your application integrations the preview box will display the name found in the matched record. These matches are the same as those you would find when triggering an Address Book search from the menu. Depending on your type of integration, additional activity buttons may appear in the preview box which will allow you to screen pop the full record of the called/calling party. (E.g. in the picture above a Zendesk integration has found a match, and the user can press the Zendesk icon to launch the Zendesk record for that user.) 4.2. Voic notifications The UC Client will detect when you have voic s waiting in your online inbox and will notify you with an additional envelope icon in your Windows System Tray. Clicking on this icon this will trigger a call back call between your phone and the voic server. Once connected, simply navigate the voic menu in the normal way Click to Dial A number of click to dial functions within the UC Client menu have already been described above. In addition to this, depending on what integrations you have, you may also benefit from similar click-to-dial behaviour within your integrated applications. The UC Client will enable your web browser such that every time you see a telephone number, you should be able to click on it to trigger a call back call between your phone and the listed number (click to dial) Clipboard & Web Page Dialling In the Configuration window under Dialling you can also enable Clipboard and/or Web page dialling.

11 11 Clipboard dialling allows you to copy any number you see on your screen, and dial it from the clipboard. Web page dialling means that every time you see a telephone number on a web page in your browser you can click on that number to dial it. Note however that even when this feature is enabled, it may not work correctly if your web browser program is not set up correctly. Web Dialling in Internet Explorer If you cannot click to dial in Internet Explorer go to Tools -> Manage add-ons and check that the two items Telephone Number Detection and Mondago Dialer have been correctly Enabled.

12 12 Web Dialling in Google Chrome If it does not work in Google Chrome then you will need to add the Telephone Number Detection Extension by going to Customise and control Google Chrome -> More Tools and Extensions. In the window that appears search for Telephone Number Detection under Extensions. Click Add to Chrome and then Add extension to install the Extension.

13 13 You should then see Telephone Number Detection in your Extensions list. When you next see a telephone number in the text of a web page you should now be able to click on it. The first time you do so you will be prompted to Launch the Phone Helper application. Tick to Remember my choice and press Launch Application to complete the process. Web Dialling in Mozilla Firefox If it does not work in Mozilla Firefox then you may need to download, install and enable the Telify Add-On. To install go to Tools -> Add-ons.

14 14 Search for the Telify Add-on and it will appear underneath. Press Install to download the Add-on and then Firefox will ask you to restart your browser. After the browser restart you will see Telify in your My Add-ons list. Before you can use it you will need to click on Options. Under General Settings -> Used protocol change the drop-down box to select callto: and then press OK underneath. When you next see a telephone number in the text of a web page you should now be able to click on it. The first time you do so you will be prompted to launch the Phone Helper application. Click to Remember my choice and then press OK to complete the process.