Cisco Unified Personal Communicator Release 8.5

Frequently Asked Questions Cisco Unified Personal Communicator Release 8.5 FAQs 2 Basics 2 Setup 3 Availability 5 Contacts 8 Chat 10 Calls 18 Conference Calls 25 Voicemail 26 Web Meetings 27 Troubleshooting 28

Revised: January 21, 2011, FAQs Q. What is Cisco Unified Personal Communicator 8.5? A. Cisco Unified Personal Communicator is a multimedia application that provides instant access from your desktop to integrated audio calls, enterprise instant messaging, visual voicemail, your corporate directory, video, and web conferencing. Cisco Unified Personal Communicator delivers an intuitive user interface, wide-band audio, and high-definition video. Basics Q. I don't see all of the features in my version of Cisco Unified Personal Communicator. How do I access them? A. Your organization determines the feature set that is available to you, for example, video, visual voicemail, web conferencing, and so on. Many features and their respective settings must be configured by your system administrator before you can access them. If features are not configured, they are not displayed in Cisco Unified Personal Communicator. Q. What features do the icons on the main window access? A. After you sign in, the main window is displayed. Depending on the features that are available to you, the main window can be comprised of one main section or subdivided into two sections. If the main window contains two sections, one section contains the following icons, which determine what is displayed in the other section: The Contacts icon, which displays the contacts in your contact list. The Rooms icon, which displays the chat rooms that you set up or participate in. Up to three other icons that link directly to HTML pages, which can be displayed in the main window. These icons can only be added by the administrator. If the main window contains one main section, the ability to create and participate in Chat Rooms is not available to you and all of your contacts are displayed in the main section of the window. The icons in the top part of the main window provide easy access to a number of standard features. Icon Description View conversation history- Displays all chats, calls and voicemails. You can view or listen in any order, and sort events using multiple filtering options. You can also respond to missed conversations by right-clicking the event and choosing a communication method. Make new call - Allows you to place a call using the keypad (or your computer keyboard). Add contact - Allows you to search through your corporate directory and recent contacts to find a name to add to your contact list. You can also create a new contact by directly entering information. 2

Q. When I sign out of Cisco Unified Personal Communicator or close the application, does the application remember any changes that I made to the default size and position of the Cisco Unified Personal Communicator windows? A. Yes. Cisco Unified Personal Communicator remembers the last size of each window and the position of each window on the screen and uses these settings to display the windows again. Setup Q. How do I sign in for the first time? A. The deployment method your system administrator uses determines the required sign in information. At a minimum, you need a username and password. You may also need to enter the appropriate server name on the sign-in screen. Contact your system administrator for assistance. Q. Do I need to enter any additional credentials to use Cisco Unified Personal Communicator? A. By default, the application attempts to use your sign-in credentials for all Unified Communication services. You may need to enter additional information for voicemail and web conferencing services. If voicemail, web conferencing, or your corporate directory are unavailable, select Help Show Server Health. Check each server for a Credentials are missing a required username error. If the error is displayed, use the Accounts page to enter the correct credentials for the voicemail and web conferencing services. You cannot enter additional credentials for your corporate directory. If you do not know your username and password, contact your system administrator. 1 Click File Options Accounts on the main window. 2 Enter your username and passwords. 3 Click Apply to save your changes before navigating to another window or click OK to save your changes and exit. Q. How do I set up my privacy options? A. Privacy options control who can see your status and send you messages. You can set a general policy independently for: Everyone in my company All others You can also set exceptions within the general policy, allowing specific people or domains (for example cisco.com) to contact you or be blocked. To set privacy options: 1 Select File Options Privacy. 2 Select Allow or Block for the two groups: Everyone in your company and All others. 3 Click Exceptions to add people or domains that are not part of your general privacy policy. For example, if you select Block for All others, you can add an individual user account that is not part of that rule. Q. How do I set up my headset or another audio device? A. You might need to set up your audio device after you do any of the following: Install Cisco Unified Personal Communicator. 3

Start to use an audio device with Cisco Unified Personal Communicator that is not the currently used device. To set up your headset or other audio device: 1 Plug in your headset or other audio device to the appropriate USB port. 2 Wait for your operating system to recognize the audio device. 3 Select File Options Audio. 4 Check to ensure that your audio device is selected from appropriate drop-down lists. You can also set the volume of the device if required. Q. How do I set up my camera? A. Plug your compatible camera into the appropriate USB port. 1 Wait for your operating system to recognize the camera. 2 Select File Options Video. 3 Check to ensure that your camera is selected from the Camera drop-down list. 4 Select the appropriate settings in Adjusting Video. You can select the level of video quality as it relates to available bandwidth. Q. What's the difference between using my computer for phone calls and using my desk phone? A. Cisco Unified Personal Communicator can use your computer as a phone (including the use of microphone, speakers and/or USB headset) or it can control your Cisco Unified IP phone to make and receive phone calls (the audio is received through your desk phone). When used in desk phone control mode, some functions are not available on your computer. The following features cannot be used from the Cisco Unified Personal Communicator application and must be done from the actual desk phone controls: Transfer a call to your mobile phone, or to another of your phones. Mute your microphone. Adjust the volume at which you receive audio. Q. How do I switch between using my computer for phone calls and using my desk phone? A. On the bottom of the main window, there is a checkbox called Use my phone name for audio. Check the box to send audio through your desk phone. Uncheck the box to send audio through your computer. Q. Can I place calls while I switch from my computer to my desk phone? A. No. The phone features are unavailable during the process of switching from your computer to your desk phone, or from your desk phone to your computer. Q. How do I turn on video for all my audio calls and make that my default setting? A. You can place and receive video calls at any time or make that your default setting. 1 Select File Options Video. 2 Verify your camera name is selected in the Camera drop-down list. 4

3 Check Show my video automatically. 4 Click Apply before navigating to another window. 5 Click OK. Q. How do I optimize my video quality? A. You can adjust your camera settings to accommodate your connection and optimize your video quality. Your connection to the network directly impacts video quality. For example, if your computer is wired into the network in your office, you may have higher bandwidth. If you are accessing the system from a wireless location, your bandwidth may be lower. If you are experiencing video quality issues, such as choppiness or frozen images, lowering your bandwidth consumption can help achieve a smoother video experience, but lower the resolution. 1 Plug your camera into the appropriate USB port. 2 Select File Options Video. 3 Verify the camera name from the Camera drop-down list is correct. 4 Select the appropriate settings in Adjusting Video. Use the slider to select the level of video quality as it relates to available bandwidth. The Optimize video quality for your computer checkbox is selected by default. When checked, the video quality is automatically set at a level appropriate for the computer and will not exceed that level. When unchecked, no limits are placed on video quality at the outset of a call. This can result in higher resolution video, but can also severely impact computer performance and affect other running applications. Availability Q. What is availability? A. Availability is status information that lets you know if your contacts are on the phone, in a meeting, or have stepped away from their desk. Scan the icons beside a contact or the custom status message listed with a contact name to quickly determine status. Availability status can help reduce communication delays by allowing you to connect with colleagues based on their desktop, mobile, telephony, and calendar information. Remember, even if contacts are offline, you can still place a call or send an instant message that they will receive the next time they log in. The following table describes the status icons: Icon Description Available - Indicates that you are available to contact. Away/In a meeting/on the phone - Displayed when you are inactive for 15 minutes or a configurable duration, or you can choose to display this status when you lock your computer. This status could indicate 5

Icon Description that you are away from your desk, in a meeting, or on the phone. You can also manually set this as your status. Do Not Disturb - Indicates that you do not want to be contacted. You can suppress contact altogether by setting an option for Do Not Disturb using File Options Status. Offline - Indicates that you are offline and you will receive offline messages when you sign in again. Messages received while offline are also included in the missed event counter along with missed calls and voice messages. Out of office - Displays an optional custom message if you are planning to be offline for an extended period. When you select this status, and click OK, the application signs you out. Q. How do I change my status? A. You can manually change your status or it can change automatically if you're on the phone, in a meeting, or have stepped away from your desk. You can also turn off the automatic status, using File Options Status. You can add your own status by creating a custom message. To manually change your status: 1 Click the drop-down list under your name at the top of the main window. 2 Choose from a list of default status options or select Edit status menu to create a custom status. Q. How do I create and delete custom status messages? A. Custom status messages allow you to provide people with additional information about your availability. You can create up to 20 custom status messages. To create a custom status message: 1 Click the drop-down list below your name in the main window. 2 Scroll to the bottom of the list and select Edit status menu. The Edit Status Message window is displayed. 3 Enter a message to display. The maximum number of characters is 140. 4 Choose a status icon to associate with your custom message. 5 Click Add. The new message is displayed in the list of custom messages. 6 Click Close. The new custom status is displayed. To delete a custom status message: 1 Click the drop-down list below your name in the top section of the main window. 2 Scroll to the bottom of the list and select Edit status menu. The Edit Status Message window is displayed. 3 Select the message to delete. You can choose more than one. 6

4 Right-click and choose Remove. Q. I had my status set to Do Not Disturb; can I see who has tried to contact me? A. Yes. There are two ways to set the Do Not Disturb status and the way in which chats are handled depends on how your status is set, as follows: Do Not Disturb status displayed and all alerts and invitations disabled (Default) The default behavior indicates to contacts that you do not want to be contacted and prevents all call alerts, sounds, and chat invitations. If your status was set to Do Not Disturb in this way, you can view missed communications in the following ways. If instant message history logging is enabled: The missed event counter on the main window is incremented to notify you of missed communications. The Cisco Unified Personal Communicator system tray icon also displays a missed event indicator. You can click communications. If instant message history logging is disabled: to view missed Missed chat invitations are not included in the missed event counter. In this situation, missed chat invitations are automatically displayed when you change your status from Do Not Disturb. If you sign out while your status is Do Not Disturb, any missed chats or group chat invitations are lost and are not available when you sign in again. Do Not Disturb status displayed only You can also set your status to Do Not Disturb but continue to receive call alerts and chat invitations. To do this, select File Options Status and uncheck Do not display alerts, turn off sounds, and do not open new chat windows. Call alerts and chat invitations are displayed as normal. Q. How long does it take before the Away status displays? A. By default, your status changes after 15 minutes of computer inactivity. You can deactivate the automatic status change or change this value using the away timer under status options. To change the away timer value: 1 Select File Options from the main window. 2 Select Status. By default the away timer is activated by the check box selection. If you deselect the check box, your Available status is not changed by inactivity, but other events can still change it such as picking up the phone or being in a meeting. 3 Use the arrows or enter a value to change the timer value. The away timer accepts values from 1 to 90 minutes. 7

Q. Can I choose if contacts can see that I am on the phone or in a meeting? A. By default, Cisco Unified Personal Communicator automatically determines the availability status of each person. It detects when a person is signed into the application or on the phone. Your system administrator can also integrate your Microsoft Outlook calendar to show you are in a meeting. You can choose if you display your phone and meeting status by setting an option. To set an option to display your phone and meeting status: 1 Select File Options from the main window. 2 Select Status. By default your phone and meeting status are activated by the checkbox selection. When checked, the phone status (on the phone) is displayed as part of your availability information. When unchecked, phone status is not shown to others. When checked, the In a meeting status is displayed as part of your availability information when your Microsoft Outlook calendar shows a meeting in progress or is busy. When unchecked, in meeting status is not shown to others. Q. Why is the status of all my contacts displayed as Offline? A. The Cisco Unified Presence server can be configured to disable the sharing of availability status information with Cisco Unified Personal Communicator. If this setting is disabled, the Offline status icon is displayed for all contacts and the availability features do not work as expected. Your status may be shown to you as Available. For more information, please contact your system administrator. Contacts Q. How do I create a contact? A. You can add contacts that are in your internal corporate directory. You can create contacts for people outside your corporate directory, such as external contacts. To add a contact from your corporate directory: 1 Click on the main window. 2 Enter a name or a user ID in the Search field. You can also enter a phone number in the Search field to locate a contact. 3 Click Search to display results from your corporate directory. 4 Select the contact you require from the list of search results. 5 Click Add. You can also select the group to add your new contact to. Tip Click the X in the Search field to clear the contents of the Search field. 8

To create a contact for an external contact: 1 Click on the main window. 2 Click Create New Contact. 3 Enter contact information. At a minimum, you must enter: first name, last name, or nickname, and either a phone number or an IM address. You must enter an IM Address to exchange chat messages and status. This is usually the email address of your contact. 4 Optionally, click Add photo. Cisco Unified Personal Communicator supports JPEG, GIF and BMP format. The picture is only displayed on your contact list and not shown to other users. 5 Browse for the image. 6 Click Open. 7 Click Add. If you added a contact from your corporate directory, and a phone number is available for the contact in the corporate directory, this phone number is automatically added to their contact profile. If you added a contact from outside the company, such as a personal contact, you must enter a phone number in their contact information to place an audio call. Q. On the contact card, how do the communication buttons work? A. These buttons allow you to make a call, send an email, start a meeting, or chat with your contact. Multiple phone icons may be included, one for each phone number stored for the contact, for example, a desk phone, a mobile phone, and another designated phone. Pressing a phone icon makes a call to the phone number. You can also use the audio or video buttons to select whether this cail is an audio call or a video call. The default selection for calls reflects your default video settings. If available, press the Meeting icon to create and launch a meeting. You can also click the Edit Contact icon to revise or add information for your contact. Q. Can I hide the pictures in my contact list? A. You can toggle pictures on and off from the View menu. If your contact list is long, you can save space by turning off the pictures. This is a global setting. If you choose to not display pictures in your contact list, they are not displayed anywhere. Q. I ve renamed one of my contacts to a nickname, will Search be able to find them? A. Search can find renamed contacts in your list. You can also locate contacts by entering a phone number or even a partial name into the search field. Q. How can I organize my contacts? A. You can create groups to better organize your contacts. You can also assign groups when you create or add contacts. By default, contacts are displayed alphabetically by name. You can also choose to list them by status. 9

The groups are displayed alphabetically in your contact list. 1 Select Contact Create New Group. 2 Enter a name in the Create Group field. 3 Click Create. The group name is added to the contact list. You can right-click the name if you want to change it. 4 Drag your contacts into the group. Delete a group by right-clicking the name and selecting Remove. This removes the group. This does not delete your actual contacts and they continue to display in your main contact list. Q. Can my contacts appear in more than one group? A. Contacts may appear in multiple groups. 1 Select a contact name. 2 Right-click and select Copy to group. 3 Select the group name. Q. Can I send an email to someone on my contact list? A. Hover your cursor over the contact name. The contact card is displayed. Click the email icon to launch Microsoft Outlook with the To field populated with the email address. This information is derived from the corporate directory. Chat Chat Chat from Applications Group Chat Chat Q. How do I start a chat? A. You can start a chat with someone in your contact list or search for them in your corporate directory. To start a chat with people on your contact list: 1 Select the name and double-click. To start a chat with someone who is not on your contact list: 1 Enter a name or user ID in the Search field on the main window. Cisco Unified Personal Communicator searches your contact list and recent conversations first. 10

2 If you didn t find the name as a recent contact, click Search Directory to continue to search in your corporate directory. 3 Select the contact name in the Search Results, double-click and start your chat. 4 To add the contact in the active chat window to your contact list for future use, click. Tip To chat with someone who is not in your corporate directory, you must first create the contact and add them to your list. Q. How do I turn off the sounds that alert me when I receive a chat request? A. By default, chat alert sounds are turned on for those events that support sounds. You can choose when and how to play the chat alert sounds by making changes in the Alert Options. You can globally set your preference for all chat sounds or you can set the behavior individually per event. Please note these options do not affect the ringing sound that plays when you receive a phone call. To globally deactivate sounds for chat events: All chat alert sounds are turned on by default. 1 Select File Options Alerts. 2 Uncheck Play sounds for all chat alerts. The Play sound checkbox under the chat event drop-down menu remains selected, but is grayed out and deactivated. To individually deactivate sounds for specific chat events: 1 Select File Options Alerts. 2 Select the chat event: Receive first chat, Receive any chat, and Send chat. 3 Uncheck Play sound. 4 Click Apply. 5 Repeat steps two, three, and four for each chat event you want to set. You can also deactivate the flashing in your task bar using the Flash in window task bar checkbox. Q. What features do the icons on the active chat window access? A. The icons on the active chat window allow you to add audio, video, and a web conference to your conversation. 11

Icons Description Call - Initiates an audio call. If you are chatting with multiple people, this initiates a conference call. Call with video - Initiates a video call. If you are chatting with multiple people, this initiates a conference call with video. Start meeting - Launches a browser for a web conference. A link is displayed in the active chat window for other participants. View conversation history - Displays chats, calls and voice messages. You can view or listen in any order, plus sort events using multiple filtering options. If Cisco Unified Personal Communicator is configured to prevent the logging of instant message history, a history of the chats is not displayed. For more information, please contact your system administrator. Add participants - Allows you to search your company directory and add people not already on your contact list to your chat. Tip You can also drag a name from your contact list onto your active chat window to add them to your chat. Format text - Allows you to select a font, type size and color. Mark urgent - Displays your message with your name and an exclamation point in red. Insert emoticon - Select from a palette of smileys. Add Contact To Contact List - Adds the contact to the contact list. This icon is only displayed when you are having a person to person chat and the contact is not already listed in the contact list. Q. What is instant message history logging? A. Cisco Unified Personal Communicator has the ability to store a local copy of instant message sessions. When you start a chat with a contact, the text of previous chat sessions with the same contact is displayed in the chat window. You can also view the text of previous chats from the Chats tab in the Conversation History window. This feature is configurable and can be enabled or disabled by your administrator. If instant message history logging is disabled, you cannot view the text of previous chat sessions. Q. How do I know if I missed a chat request? A. If instant message history logging is enabled: 12

On the main window, and in the active chat window the displays a missed event counter. If you missed a chat request, a number is displayed in red on top of the icon, for example,. The value indicates the total number of missed conversations including missed chats, missed calls, and voice messages. By hovering your cursor over the number you can see a breakdown of the missed events, for example: 5 missed chats, 2 voice messages, 2 missed calls. The Conversation History window lists all missed chats. 1 Click. 2 Click the Chats tab in the Conversation History window. 3 If required, filter the history by time frame, such as yesterday, or disposition such as missed or urgent. 4 Right-click the missed chat to respond and send an instant message. Tip When you right-click the missed chat, you can initiate a chat, place an audio or video call, or start a web meeting with that person. You can also view their contact card where you can access all preferred communication methods by clicking the icons displayed on the contact card. If instant message history logging is prevented: The icon does not include missed chats in the missed event count. When you click on, there is no Chats tab displayed in the Conversation History window. If you miss a chat request while your status is Offline or Do Not Disturb (with the option Do not display alerts, turn off sounds, and do not open new chat windows checked), the chat windows for the missed chats are displayed when you sign in again or change the status from Do Not Disturb. However, if you sign out while your status is Do Not Disturb, any missed chats or group chat invitations are lost and are not displayed when you sign in again. Q. How do I block someone from starting a chat with me? A. Privacy options control who can send you a message. You can set a general policy to block a group of users such as anyone outside of your company or you can indicate specific people. To block a single person: 1 Select File Options Privacy. 2 Click Exceptions. 3 Enter the IM address of the person to block. 4 Click Add. 5 Click OK. Q. If contacts are showing as offline, can I still send an instant message? A. Yes. The following occurs, depending on the features available to the recipient: If the recipient is configured to display availability status and the recipient is offline, they will receive the message when they sign in again. 13

If the recipient is not configured to display availability status, the offline status is always displayed, and so the chat is sent immediately. If instant message history logging is enabled, messages received while offline are included in the missed event counter along with missed calls and voice messages. Q. I can open a chat window and type a message but when I try to send the chat, an error is displayed. Why is this happening? A. It is possible that your system administrator configured Cisco Unified Presence to disable the chat function for all client applications. For more information, please contact your system administrator. Q. Can I change the format of my chat? Are there emoticons? A. In the conversation window, you can choose from a variety of fonts, colors, and emoticons to apply to your chat conversation. You can also set a global format option for all of your chat messages whether they are incoming or outgoing. 1 Select File Options Chats. 2 Click Set Font to choose a font for messages. You can select a size, color and typeface. 3 Click Apply before navigating to other windows. 4 Click OK to exit. Q. How do I customize the layout of the chat window? A. You can determine the tab orientation of the active conversation window or you can have the windows launch separately. 1 Select File Options Chats. 2 Select the location of your tabs under the heading Chat window layout. The default is to display tabs on the left of the conversation window. 3 Optionally, select Open chats in separate windows. Tip If you have multiple chats active, you can drag a chat out into a separate window. Click and drag the tab to a location on your desktop. Right-click the tab and select Re-dock tab to move the tab back into the single conversation window. 4 Click Apply before navigating to other windows. 5 Click OK to exit. Q. How can I view the text for a previous chat? A. If instant message history logging is enabled: All instant messages are stored locally and displayed when you open a chat with the same person. You can see up to the last 99 IMs with a contact by scrolling up in the chat window. To view a chat history prior to the last 99 messages: 14

1 Click from either the main window or the chat window. If you have missed conversations, a number is displayed on the icon, for example. The tooltip displays the types of missed communications. 2 Click the Chats tab in the Conversation History window. Missed chats and previous chats are displayed. 3 If required, filter the chat history by time frame, such as yesterday, or disposition such as missed or urgent. 4 Right-click the message to access a number of functions, including, Send an Instant Message, if you want to resume your chat. If instant message history logging is prevented: You cannot view the instant messages from a previous chat. For more information, please contact your system administrator. Q. How do I add the contact in the active chat window to my contact list? A. If the person you are having a chat with is not listed in your contact list, you can click person to your contact list. This feature is only available for a person to person chat. in the active chat window to add the Chat from Applications Q. From which applications can I start a chat with a contact? A. You can start a chat with contacts from Microsoft Outlook, Word, Excel, Powerpoint and Sharepoint. For a list of which versions of these applications support this feature, please refer to the Cisco Unified Personal Communicator Release s. Q. How do I start a chat from an application? A. The method by which you start a chat varies depending on the application and the version of the application that you are running, as described in the following table: Application Outlook 2007 To start a chat: Take one of the following actions: From the Ribbon Message tab, select IM Reply with Instant Message or Reply All with Instant Message. Right-click on the contact, then select Reply with Instant Message or Reply All with Instant Message. SharePoint 2007 Outlook 2010 Move the mouse over the availability status indicator next to a contact name, click on it to display the Persona menu, then select Reply with Instant Message or Reply All with Instant Message. Take one of the following actions: From the Ribbon Home tab or the Ribbon Message tab, select IM Reply with IM or Reply All with IM. 15

Hover the mouse over the contact to display the contact card and then click. Word 2010 1 Select the contact name and right-click. 2 Select Additional Actions Options, and in the Autocorrect dialog box, check Instant Messaging Contacts. This step only needs to be performed once. 3 Select Additional Actions Instant Messaging Contacts Contact Contact Contact card. 4 Click in the contact card to start a chat. You can also use the steps described below for Excel 2010 and PowerPoint 2010. Excel 2010 and PowerPoint 2010 1 Select File Info. 2 In the Related People Pane on the right side of the window, move the mouse over a contact name to display the contact card. 3 Click in the contact card to start a chat. SharePoint 2010 Click on the contact to display the contact card, then click start a chat. in the contact card to Q. Why can't I start a chat with contacts from my applications? A. You can start chats from within some applications if the feature is available in your configuration of Cisco Unified Personal Communicator. Ask your administrator if this feature is available. Q. Why don't I see any instant messaging options from the Additional Actions menu in Word 2010? A. Right-click on a contact name and select Additional Actions. In the AutoCorrect dialog, check the Instant Messaging Contacts option and click OK. Q. Can I start a chat from an IM address? A. Yes, if you click on an IM address in the format im:user@domain.com, which is displayed in a web browser or another application, Cisco Unified Personal Communicator opens a chat window to initiate a chat with the person. You can also start a chat from the Windows Run command by entering the following command: im:user@domain.com 16

Group Chat Q. What s a group chat? A. Chat supports both person to person and group chat sessions. Three or more people constitute a group chat. This type of chat continues to exist in Cisco Unified Personal Communicator when at least one person is in the chat window. When all participants leave, the group chat ends. Missed group chat invitations are shown as missed events and displayed in the Conversation History. Q. How do I start a group chat? A. The most efficient way to start a group chat is to select multiple contacts, right-click and select Start Group Chat. You can also right-click on a group name in your contact list and select Chat, and everyone in the group is invited to a group chat. To start a group chat from Outlook, you can select multiple contacts, right-click and select Reply All with IM. Q. How do I add someone into a group chat? A. You can drag a name from your contact list into the active chat window. You can also click the Add participant icon to search for a name in your corporate directory. Q. How do I remove someone from a group chat? A. In the active chat window, select the contact that you want to remove, right-click, and select Remove. Q. What is a chat room? A. A chat room is a persistent or permanent container for a group chat. Chat rooms do not require you or other users to be in an active chat for them to exist. All historical room activity is preserved and available when anyone joins the chat room. This allows conversations, file links, and other information to persist over time. Chat rooms are displayed when you click on the Rooms icon in the Cisco Unified Personal Communicator window. Q. How do I create a chat room? A. Once you create a chat room, it is displayed when you click on the Rooms icon in the Cisco Unified Personal Communicator window. The chat room name is not editable. 1 Select File New Chat Room. 2 Enter a Room Name and an optional Subject. You cannot edit the chat room name once created. 3 Decide if participants can invite others to the chat or if you want to retain control of the invitees. 4 Click the Add participants icon to search your company directory and add people not already on your contact list. You can send an invitation to join the chat room. The chat room creator or other members (if the room is setup to allow that activity) must explicitly invite participants. 5 Click Invite. The chat room window is displayed and a notification is sent to all participants. The chat room name is listed when you click on the Rooms icon in the main window. 17

Q. Can I join a group chat or a chat room started by an external contact? A. An external contact from another domain can invite you to participate in a group chat or join a chat room. It is important to understand that a chat room outside your company domain may have different capabilities and privacy settings. Any information you share is public. Q. What s the difference between deleting and removing a chat room? A. Only owners can delete a chat room, but participants can remove the room from their contact list. When a participant removes a chat room, the chat room continues to exist for other participants but the participant who removed it must be invited by the creator to rejoin the chat room. When an owner deletes a chat room, the chat room is completely deleted for all participants. Q. I ve closed the chat room I created, how do I access it again? A. Once you create a chat room, it is displayed when you click on the Rooms icon in the main window. Double-click the name to join the room. If you remove a chat room from your contact list, you must be invited by the creator of the room to access the room and rejoin the conversation. Q. Can I delete a participant from a chat room? A. Owners can delete existing chat room participants by selecting names in the participant list, right-clicking and choosing Remove from Chat Room. The deleted participants are sent a notification. Calls Make and Receive Redirect Manage Make and Receive Q. How do I place a call? A. There are a number of ways to place a call. The most direct way is to click the phone icon beside the contact name to quickly call the preferred number. To call a contact in your list: 1 Right-click a contact name and select Call or Call with Video to include video to your audio call. If you add your contact from your corporate directory, a phone number is automatically added to their profile. If you added a contact from outside your company, such as a personal contact, you must enter a phone number in their contact information for this feature to operate. 18

To call a specific number: 1 Enter the number into the Search field. 2 Click Call or you can press Enter on your keyboard. To search for a contact in your corporate directory and place a call: 1 Enter a name in the Search field. The Directory Search window is displayed. 2 Click the phone icon to place the call. Q. Can you describe the icons on the active conversation window? A. The icons on the active conversation window provide access to the call features. Icon Description End call: Ends the active call. You can also close the conversation window to end the active call. If you want to end a call that is on hold, you must resume the call before you can end the call. Hold call/resume call: Puts the active call on hold or resumes the active call. Volume: Adjusts the active call volume. Audio mute: Switches on audio mute mode for the active call. Stop video: Stops the sending of your video to other call participants until you start sending video again. Keypad: Opens a keypad that you can use to enter digits. Use this pad to enter tones into an active call for things like PINs, passwords, or voice menu navigation. It cannot be used to place a call. You must use the keypad on the main window to place a call. Hold and call feature menu: Places the active call on hold and offers a drop-down menu for call functions such as Transfer, Park, Start a Meeting and Conference with. Q. How do I add in another person from my corporate directory to my active call? 19

A. 1 On the Active Conversation window, click. 2 Select Conference with Contact. The Add Participants window is displayed. 3 Enter a contact name or a phone number. 4 Click Search. 5 Select the name in the search results and use the arrow to move the name to the Selected Participants column. 6 Click Add. You can also drag and drop a contact from your contact list to add them to your active call. Q. When I call a contact, which number is used? A. If the contact has more than one number listed in the corporate directory, Cisco Unified Personal Communicator tries to call the preferred number for the contact. If a preferred number is not indicated, the application calls the next specified number in the following order: 1 Work 2 Mobile 3 Other 4 Home Q. How do I answer a call? A. When you receive a call, a notification window is displayed on your desktop, and you can click one of the following options: Answer with audio and video. Answer with audio only. Divert the call to your voice message service. Q. How do I put a call on hold? A. Click in the Active Conversation window. You cannot end a call on hold. You must first resume the call and then end it. Q. How do I place a call from an application? 20

A. You can call a number or a contact from within the supported applications. The method for placing the call varies depending on the application and the version of the application. The steps described for calling a number are supported on 32-bit versions of the applications only. Application Outlook 2003 Calling a Number Not available. Calling a Contact Select a contact and right-click, then select Additional Actions Call Number or Call with Edit Number. Word 2003, Excel 2003, PowerPoint 2003, SharePoint 2003 Select a number and right-click, then select Call Number or Call with Edit Number. Not available. Outlook 2007 Word 2007, Excel 2007, PowerPoint 2007 Not available. Take one of the following actions: Select a number and click Call Number or Call with Edit Number in the Click to Call group on the Ribbon Home tab. (Word and Excel only) Select a number, right-click and select Call Number or Call with Edit Number. Take one of the following actions: Tip Select Call Contact or Call With Edit in the Click To Call group on the Ribbon Message tab. Select Call Call Contact in the Respond group on the Ribbon Message tab. Right-click a contact in an email header, then select Call Contact Call Contact. To call one of the recipients of an email message, select Recipients Contact Number in the Click To Call group on the Ribbon Message tab. All recipients on the To and CC fields are listed. Not available. SharePoint 2007 Outlook 2010 Select a number and right-click, then select Call Number or Call with Edit Number. Not available. Move the mouse over the availability status indicator next to a contact name, click on it to display the Persona menu, then select Call Contact or Call with Edit Contact. Take one of the following actions: Select More Call Call Contact in the Respond group on the Ribbon Home tab. 21

Application Calling a Number Calling a Contact Select Call Call Contact in the Respond group on the Ribbon Message tab. Click on the availability status indicator next to the contact name to display the contact card, then click and select which phone number for your contact you want to call. Word 2010, Excel 2010, PowerPoint 2010 Take one of the following actions: Take one of the following actions: Select a number and click Call Number Select File Info, and in the Related People or Call with Edit Number in the Click Pane, move the mouse over a contact name to to Call group on the Ribbon Home tab. (Word and Excel only) Select a display the contact card, and click. number, right-click and select Call (Word only) Select a contact, right-click and select Number or Call with Edit Number. Additional Actions Instant Messaging Contacts Contact Contact card, and click. For the above action, you must first select Additional Actions Options, and in the Autocorrect dialog box, check Instant Messaging Contacts. This only needs to be done once. SharePoint 2010 Microsoft Internet Explorer and Mozilla Firefox (Web-browser-based version) Select a number and right-click, then select Call Number or Call with Edit Number. Select a number and right-click, then select Call or Call with Edit. Click on a contact name to display the contact card, then click. Not available. Q. How do I place a video call from an application? A. You can place a video call to a number or a contact from within some applications. Refer to the table in the previous topic and select a Call with Edit option. In the Cisco Click to Call dialog box, check Send video with call, then select OK. If you call a number or a contact using any of the other call options, Cisco Unified Personal Communicator determines whether or not the call is a video call based on the user preferences specified in File Options Video. Q. Why can't I call numbers or contacts from my applications? A. You can place calls from within some applications if the click-to-call feature is available in your configuration of Cisco Unified Personal Communicator. Ask your administrator if this feature is available with your version. 22

Q. Can I make a call from the Windows Run command line? A. Yes, you can make a call from the Windows Run command by entering the following command: tel:number. The Cisco Click to Call dialog box is displayed. Click Call to make the call. Redirect Q. How do I transfer a call to someone? A. 1 Select the down arrow next to in the Active Conversation window. 2 Select Transfer To Contact, then use the Transfer Call dialog box to search for the contact. You can also manually enter the number. 3 Select the contact, then click Transfer. Tip You can also select a contact from the contact list, right-click, then select the active call. You can only transfer the active call using this method. Q. How do I specify a mobile phone, or other phone to switch calls to? A. You can only switch calls to other phones that are configured as remote destinations. For example, you can specify your mobile phone as your remote destination. A phone that you specify as your remote destination is called automatically when your phone receives a call. Remote destinations are configured in Cisco Unified Communications Manager. To switch a call to a remote destination, you must have your Cisco Unified Personal Communicator set to use your computer for phone calls. You can also switch a call to a remote destination in desk phone mode using the desk phone controls. You must also have the appropriate configuration in Cisco Unified Communications Manager. Contact your system administrator if you want to be able to switch calls to a remote destination. Q. How do I switch a call to my mobile phone, or to another of my phones? A. You can only switch calls to other phones that are configured as your remote destinations in Cisco Unified Communications Manager. If you are working in desk phone mode, you must use the controls on your Cisco Unified IP Phone. 1 Select the down arrow next to 2 Select Transfer To Remote Destination. in the Active Conversation window. Q. How do I park a call? A. When you park a call, it is put on hold, and the system provides a number that you can dial from another phone to continue the call. 23

1 Select the down arrow next to 2 Select Park Call from the menu. in the Active Conversation window. Q. How do I retrieve a parked call? A. When you park a call, it is put on hold, and the system provides you with a number that you can dial from another phone to continue the call. The number is displayed in the conversation window when you park the call. Make a note of the number. If you park a call on your desk phone when the Cisco Unified Personal Communicator is set to use your desk phone for phone calls, the retrieval number is displayed on the desk phone screen. Call the number from the phone on which you want to continue the call. Q. How do I forward my calls? A. You can configure the Cisco Unified Personal Communicator to forward your calls to one of the following: Your voice message service. Another one of your phone numbers in the corporate directory. Another contact in the corporate directory. A phone number that you specify. To forward your calls: 1 Select File Options Calls. 2 Under the heading Call Forwarding, select one of the following phones to forward your calls to: My voicemail - Forwards your calls to your voice message service. Another of my phone numbers - Forwards your calls to another one of your phone numbers that is stored in the corporate directory. Select the phone number from the list box. Another contact or number - Forwards your calls to another contact, or to a phone number that you specify. Manage Q. How do I see my missed calls? A. The Conversation History window lists the calls that you missed and received. Your system administrator can configure the number of calls stored in the Conversation History or can disable call logging completely. For more information, please contact your system administrator. Calls missed when you are not logged into the application do not display in the Conversation History. 24

1 Click. If you have missed conversations, a number is displayed on the icon. You can roll over the icon to see if you missed a call or have a voice message. The tooltip displays the types of missed conversations. 2 Click the Calls tab in the Conversation History window. If required, filter the history by time frame, such as yesterday, or disposition such as missed or urgent. 3 Right-click the message to access a number of functions, including, Call or Call with Video, if you want to return the missed call. Q. Does my active call window always have to be on top of my other applications? A. The default setting is to place all audio and video call conversation windows on top of other applications. To deselect this option, select View Calls Always on Top. Q. I have more than one phone type, is there a way to select the phone I want? A. The model number of your Cisco IP phone is shown on the main window beside the checkbox. This model number is displayed in blue. Click the number to display the Select Phone Device dialog. You can choose any phone associated with your user ID. Conference Calls Q. How do I start a conference call? A. Select the contacts to include in the conference call from your contact list, then do one of the following: Audio call: Right-click the contacts, then select Start Conference Call Audio and video call: Right-click the contacts, then select Start Video Conference Call. The Active Conference Call window is displayed with the contacts you selected. For each contact, do the following: 1 Click the drop-down next to the Call button to select a number. All numbers for the contact are displayed. A mark is displayed next to the number you will call. 2 Click the Call button to make the call. 3 Click the Join button to add the contact to the conference call. You must perform these actions for each contact that you want to add to the conference call. Q. How do I add someone to an active conference call? A. If you are on a phone call, or a conference call, you can add other contacts to join the current participants in a conference call. 1 Select Conference with Contact. The Add Participants window is displayed. 2 Enter a contact name or a phone number. 3 Click Search. 25

4 Select the name in the search results and use the arrow to move the name to the Selected Participants column. 5 Click Add. You can also drag and drop a person from your contact list to add them to your active call. Voicemail Q. How do I know if I have new voice messages? A. On the main window, the icon has a missed event counter. If you missed a conversation, a number is displayed in red on top of the icon. This value indicates the total number of missed conversations including missed calls, missed chats and voice messages. By hovering your cursor over the number you can see a list of the missed events, for example: 5 missed chats, 2 voice messages, 2 missed calls. This missed event counter is also displayed on the Cisco Unified Personal Communicator icon in your system tray. Contact your system administrator if voicemail is unavailable. Some features are only available with certain configurations of Cisco Unified Personal Communicator. Q. How do I listen to my voice messages? A. Click to access your voice messages. Select the voice messages tab to view your visual voicemail. You can listen to your voice messages in either of the following ways: Visual voicemail: Opens a window that lists your voice messages in a similar way to your email messages: new messages are displayed in bold, urgent messages have an exclamation point (!), and so on. You can use the visual voicemail window to play, pause, rewind, fast forward, and delete your messages. Audio voicemail: Click Call Voicemail to place a call to your audio voice message service. You can follow the audio prompts to listen to, and interact with, your messages. Q. What other tasks can I do in visual voicemail? A. Visual voicemail is a visual representation of your voice messages. The Conversation History window lists your voice messages in a similar way to your email messages: new messages are displayed in bold, urgent messages have an exclamation point (!), and so on. You can perform the following tasks: Mark a message as new: Right-click the message, then select Mark as Unread. Identify a message that I have not listened to, or a new message: Messages that you have not listened to are displayed in bold font. Show only particular messages: Select the option you require from the Show drop-down list. For example, to display today s messages only, select Today. 26

Adjust the volume: Use the volume control at the top right of the window to adjust the volume at which voice messages are played. Call your audio voicemail: Click Call Voicemail to place a call to your audio voice message service. You can follow the audio prompts to listen to, and interact with, your messages. Respond to the voicemail: Right-click the message to respond immediately by placing a call, placing a call with video or sending an instant message. Q. How do I delete a message in visual voicemail? A. When you delete a message, you are not permanently deleting the message. It is moved to a folder for deleted messages. After you move a message to this folder, you can still restore the message to your list of voice messages. You can also delete all deleted messages permanently. Delete a message: Right-click the message, then select Delete. Restore a deleted message: Select Deleted from the Show drop-down list. Right-click the message that you want to restore, then select Restore Record from the pop-up menu Delete a message permanently: Select Deleted from the Show drop-down list. Right-click the message, then select Delete Record Permanently from the pop-up menu. Depending on how your Cisco Unified Personal Communicator is set up, you might not be able to restore a deleted message, or delete a message permanently. Q. What if my voice messages tab is empty? A. This can indicate that Cisco Unified Personal Communicator does not have your correct Cisco Unity credentials. By default, the application attempts to use your username and password for all Unified Communication services. If any of them fail, use the Accounts page to enter the correct credentials for those services. 1 Select File Options Accounts. 2 Enter your Cisco Unity username and password under the Voicemail heading. 3 Select OK. Web Meetings Q. What's the difference between a web meeting and a conference call? A. A web meeting enables you to talk to and share documents with other people. A web meeting can include a shared visual space, displayed in a browser, where you can share documents, applications, or your desktop with people. It can also include video of you and the other participants. A conference call is an audio call in which you can speak to two or more other people. It does not include a shared visual space. It can include video. Q. How do I start a web meeting? 27

A. You can start a web meeting with people on your contact list; or you can add one to an audio call or a chat you are having. 1 Select one or more contacts from your contact list. 2 Right-click and select Start a Meeting. Your browser is launched and a meeting is started with you as the host. 3 For your contacts, a link is displayed in the chat window. This link takes the contact to a browser where the virtual meeting room is available to join. Q. How do I join a web meeting? A. When you are invited to a web meeting, you receive an instant message in Cisco Unified Personal Communicator. The instant message contains a URL to join the meeting, and a password if required. To join the meeting, click the URL you receive in the chat window to launch your default browser. If you initiate the meeting, the system starts the meeting automatically and adds you to the web meeting. Q. How do I add someone to a web meeting? A. To add a contact to a web meeting while the meeting is in progress: 1 Right-click on the contact. 2 Select Invite to Meeting in Progress and then select the meeting. If the contact is offline, the option to invite the contact to the meeting is not available. If you select multiple contacts using the Ctrl key, and one or more of the contacts is offline, a dialog is displayed informing you that the offline contacts will not receive the invitation. Click Yes to send the invitation to the online contacts. This feature only works if you are using Cisco WebEx to schedule your web meetings. Troubleshooting Q. My system administrator has asked for my call statistics - where do I find them? A. When you are using your computer for phone calls, you can view statistics about how audio and video traffic is being sent and received for an in-progress call. 1 Select Help Show Call Statistics. 2 Click the tabs for audio and video related statistics. Q. One of my features isn t working. What should I do? A. You can start by checking your connection status. You can view the status of servers included in your Cisco UC system. For example, if you can t access your voice messages, you can check the status of your voicemail servers. 1 Select Help Show Server Health. 2 Click the Server Status tab. You can collapse and expand the server categories. Q. What's a problem report and how do I create one? 28

A. If you encounter a problem with the Cisco Unified Personal Communicator, you can create a problem report. You can enter a description of the problem, and this is included in an automatically-generated report. The report contains logs from your computer and is saved to your desktop. You can send this file to your system administrator to help analyze the problem you are experiencing. You might want to change the logging level before you create a problem report. Ask your system administrator if they want you to enable detailed logging prior to creating the problem report. Enable Detailed Logging is also available from the Help menu. 1 Select Help Create Problem Report. 2 Click the checkbox to agree to the privacy agreement. 3 Optionally enter detailed information into the Problem description field. 4 Click Create Report. A copy of the report is saved to your desktop. If you are not logged into Cisco Unified Personal Communicator, you can still create a problem report. Access the tool from outside the application by selecting Start All Programs Cisco Unified Personal Communicator 8 Create Problem Report. 29