User Guide for Cisco Unified Personal Communicator, Release 7.0

User Guide for Cisco Unified Personal Communicator, Release 7.0 for Windows July 2010 Americas Headquarters Cisco Systems, Inc. 170 West Tasman Drive San Jose, CA 95134-1706 USA http://www.cisco.com Tel: 408 526-4000 800 553-NETS (6387) Fax: 408 527-0883 Text Part Number:

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CONTENTS CHAPTER 1 Preparing To Use Cisco Unified Personal Communicator 1-1 How to Set Up the Application 1-2 Installing Cisco Unified Personal Communicator 1-2 Installing and Setting Up Your Cisco Video Camera 1-3 Your Headset 1-4 Logging In 1-5 Setting Up Voicemail 1-5 Setting Up Web Conferencing 1-6 How to Set Optional Preferences 1-7 Automating Launch and Login 1-7 Specifying Your Audio and Video Devices 1-9 Specifying Ringer Device and Volume 1-9 Choosing Softphone or Desk Phone Mode 1-10 Associating a Desk Phone 1-11 Choosing the Double-Click Action 1-13 The System Tray Icon 1-14 Upgrading Cisco Unified Personal Communicator 1-14 Where to Find More Documentation 1-15 Cisco Product Security Overview 1-17 CHAPTER 2 Availability Status and Privacy in Cisco Unified Personal Communicator 2-1 About Availability Status 2-1 Availability Status Types 2-2 iii

Contents Do Not Disturb Status 2-3 Invisible Status 2-4 How To Specify Your Availability Status 2-5 Setting Your Availability Status Preferences 2-5 Manually Changing Your Availability Status 2-6 Displaying an Out-Of-Office Message 2-7 How to Add Custom Availability Status Messages 2-8 Creating Custom Availability Status Messages 2-8 Modifying Custom Availability Status Messages 2-9 Deleting Custom Availability Status Messages 2-9 Blocking Contacts 2-10 How to Share Your Availability Status with Employees of Other Companies 2-11 Choosing Access Permissions for Employees at Other Companies 2-12 Replying to Availability Status Requests 2-13 Viewing and Changing Your Individual Blocking Decisions for External Contacts 2-14 CHAPTER 3 Working with Audio Conversations Using Cisco Unified Personal Communicator 3-1 Audio Conversations 3-1 How To Make Calls 3-2 Calling People Listed in the Console 3-2 Calling Any Number 3-3 How to Dial From Microsoft Outlook Using Cisco Unified Personal Communicator 3-4 Responding to Incoming Calls 3-7 How To Work With Conversations in Progress 3-8 Entering Touch-Tone Responses 3-8 Putting Conversations on Hold and Retrieving Them 3-9 Call Transfer 3-9 iv

Contents Changing the Volume of a Softphone Call 3-10 Conversation Roster 3-10 Ending Conversations 3-11 How to Create Conference Calls 3-11 Call Merge 3-12 Merging Calls 3-12 CHAPTER 4 Using Video With Cisco Unified Personal Communicator 4-1 Video Conversations 4-1 Viewing Video 4-2 Working With Video Conversations In Progress 4-4 CHAPTER 5 Using Web Conferencing With Cisco Unified Personal Communicator 5-1 Web Conferencing 5-1 Adding Web Conferencing and Web Participants to Conversations 5-2 Controlling Web Conferencing Window Launch 5-3 Working With Web Conferencing Sessions In Progress 5-4 Comparison with Full Cisco Unified MeetingPlace or Cisco Unified MeetingPlace Express Web Meetings 5-5 Differences Between Cisco Unified MeetingPlace and Cisco WebEx Web Meetings 5-6 CHAPTER 6 Sending Messages With Cisco Unified Personal Communicator 6-1 Sending Instant Messages 6-1 Choosing Messaging Options 6-3 Saving Messages 6-3 Sending Email Messages 6-4 v

Contents CHAPTER 7 Managing Contacts in Cisco Unified Personal Communicator 7-1 Contact List 7-1 How to Search for Contacts 7-2 Searching for Contacts 7-2 Working With Search Results 7-3 How to Add Contacts To Your List 7-3 Adding Contacts from Your Corporate Directory 7-4 Adding External Contacts for Instant Messaging 7-4 Adding Unaffiliated Contacts 7-5 Viewing More Information About Contacts 7-6 Modifying Contact Information 7-7 Deleting Contacts From Your List 7-8 Working with Groups of Contacts 7-8 CHAPTER 8 Working With Recent Communications With Cisco Unified Personal Communicator 8-1 Recent Communications 8-1 Working With the Recent Communications List 8-2 Accessing Voicemail 8-4 CHAPTER 9 Troubleshooting Cisco Unified Personal Communicator 9-1 Install Errors 9-2 How to Solve Problems Logging In and Starting Up 9-2 Error: Login Failed 9-2 Application Freezes At Login 9-3 Application Starts Slowly 9-3 Desk Phone Device Unavailable 9-3 How to Solve Phone Mode Problems 9-4 vi

Contents Cannot Make Phone Active 9-4 Desired Desk Phone Not Listed 9-4 How to Solve Console Problems 9-5 Console Does Not Fit Screen 9-5 Menu Item, Button, Or Option Disabled 9-5 Columns Too Narrow 9-6 Console Pane Resize Problems 9-6 How to Solve Availability Status Problems 9-6 Incorrect or No Availability Status 9-6 Phone Rings When Availability Status Is Do Not Disturb 9-7 External Contacts Viewing My Availability Status 9-8 How to Solve Call Initiation Problems 9-8 Button and Menu Item Are Disabled 9-8 Calling From Outlook: Security Warning Appears 9-9 Double Digits Do Not Always Dial 9-9 How to Solve Incoming Call Problems 9-9 No Notification of Incoming Calls 9-9 Phone Does Not Ring 9-10 How to Solve Call Problems 9-10 Keypad Problems 9-11 No Sound, Or the Volume Is Too Low 9-11 One Way Audio Or Poor Audio Quality 9-13 Audio Too Loud 9-15 Controls in Conversation Window Unavailable 9-15 Merge Function Disabled 9-16 Error When Undocking a Laptop Computer 9-16 How to Solve Camera or Video Problems 9-16 Setup Process Runs Unnecessarily 9-17 Unexpected Camera Driver Prompt 9-17 vii

Contents Video Options Disabled 9-17 No Camera or No Local Image 9-18 No Video Preview 9-18 No Video on Call 9-18 No Remote Video Image 9-19 Slow, Low Quality, Or No Video 9-19 Missing Video on Tandberg Video Phone 9-20 Local Image in Both Windows 9-20 How to Solve Problems with Web Conferencing 9-20 Web Conferencing Login Request 9-20 Web Conferencing Unavailable 9-21 Wrong Web Conferencing Language 9-21 Web Conferencing Missing 9-21 How to Solve Instant Messaging Problems 9-22 Instant Messaging Button Disabled 9-22 Instant Message Not Received 9-23 Instant Messaging Error Message 9-23 Single Window Per User 9-24 No Content in the Instant Message Window 9-24 How to Solve Recent Communications Pane Problems 9-24 Known Calls Missing 9-25 Name Not Listed 9-25 How to Solve Voice Mail Problems 9-25 How to Solve Search Problems 9-25 Incorrect Search Results 9-26 Post-Search Application Freeze 9-26 Online Help Unavailable 9-26 How to Get Information for Your Administrator 9-27 Checking Call Statistics 9-27 viii

Contents Checking Server Status 9-28 Capturing Log Files 9-28 Enabling Detailed Logging 9-29 G LOSSARY ix

Contents x

CHAPTER 1 Preparing To Use Cisco Unified Personal Communicator How to Set Up the Application, page 1-2 How to Set Optional Preferences, page 1-7 The System Tray Icon, page 1-14 Upgrading Cisco Unified Personal Communicator, page 1-14 Where to Find More Documentation, page 1-15 Cisco Product Security Overview, page 1-17 1-1

How to Set Up the Application Chapter 1 Preparing To Use Cisco Unified Personal Communicator How to Set Up the Application Complete the following tasks in order: Installing Cisco Unified Personal Communicator, page 1-2 Installing and Setting Up Your Cisco Video Camera, page 1-3 Your Headset, page 1-4 Logging In, page 1-5 Setting Up Voicemail, page 1-5 Setting Up Web Conferencing, page 1-6 Installing Cisco Unified Personal Communicator If your system administrator has not installed Cisco Unified Personal Communicator on your computer, install it. Before You Begin Quit all open applications before starting the installation process. If you are upgrading from a previous version, follow the instructions in Upgrading Cisco Unified Personal Communicator, page 1-14. Procedure Step 1 Step 2 Step 3 Step 4 Obtain the installer from your system administrator. Make sure you have at least 175 MB of free disk space. Double-click the installer. Follow the instructions. Note This process installs the Microsoft Outlook toolbar by default. 1-2

Chapter 1 Preparing To Use Cisco Unified Personal Communicator How to Set Up the Application Troubleshooting Tip To remove the Outlook toolbar, see the online help in Outlook for removing add-ins. You can also uninstall the Cisco Unified Personal Communicator application using Add/Remove Programs. Install Errors, page 9-2 Installing and Setting Up Your Cisco Video Camera, page 1-3 How to Dial From Microsoft Outlook Using Cisco Unified Personal Communicator, page 3-4 Installing and Setting Up Your Cisco Video Camera Your system administrator will give you a Cisco-branded video camera and tell you if you need to install the software described in this section. Before you Begin Ensure your video camera is not plugged into your computer. Ensure you have at least 20 MB of free disk space. If you are upgrading from a previous release, follow the instructions in Upgrading Cisco Unified Personal Communicator, page 1-14. Procedure Step 1 Step 2 Step 3 Step 4 Double-click the installer. Follow the instructions. Assemble the camera, if needed, according to the instructions that came with the camera. Plug the camera into a USB port on your computer. Windows XP: You will see a series of messages onscreen. Wait until you see this message: Found New Hardware. Your new hardware is installed and ready to use. 1-3

How to Set Up the Application Chapter 1 Preparing To Use Cisco Unified Personal Communicator Windows Vista: Wait until you see the message Your devices are ready to use. Troubleshooting Tip If you need to uninstall this software, make sure your camera is not plugged in to your computer before doing so. Specifying Your Audio and Video Devices, page 1-9 Using Video With Cisco Unified Personal Communicator, page 4-1 How to Solve Camera or Video Problems, page 9-16 Your Headset If you will use a headset with your softphone, follow the instructions that came with the headset. Note Special buttons on some devices, such as those to initiate a call through your headset, are not designed to work with Cisco Unified Personal Communicator. Specifying Your Audio and Video Devices, page 1-9 1-4

Chapter 1 Preparing To Use Cisco Unified Personal Communicator How to Set Up the Application Logging In Before You Begin Complete all set-up procedures. If you log in remotely, you must first connect to your corporate network, for example through virtual private network (VPN). Obtain your username and password for Cisco Unified Personal Communicator from your system administrator. Obtain the name or IP address of the login server from your system administrator. Exit incompatible programs: Procedure Cisco IP Communicator Cisco Unified Video Advantage or Cisco VT Advantage Step 1 Step 2 Step 3 Launch Cisco Unified Personal Communicator. Click Unblock if you see a window asking if you want the firewall to block Cisco Unified Personal Communicator. Enter your username and password. How to Solve Problems Logging In and Starting Up, page 9-2 Automating Launch and Login, page 1-7 Setting Up Voicemail Before You Begin Ask your system administrator for the username and password that you enter into Cisco Unified Personal Communicator to access voicemail through the application. 1-5

How to Set Up the Application Chapter 1 Preparing To Use Cisco Unified Personal Communicator Procedure Step 1 Step 2 Step 3 Step 4 Choose File > Preferences from the menu bar at the top of the console. Click Account. Enter your login information for Voice Messaging. If your system administrator gave you two passwords and your voice messaging application is Cisco Unity, use the Cisco Unity Assistant (web) password. Click OK. Accessing Voicemail, page 8-4 Setting Up Web Conferencing Before You Begin Ask your system administrator for the username and password that you enter into Cisco Unified Personal Communicator to use for web conferencing. This may be different from your login credentials. Procedure Step 1 Step 2 Step 3 Choose File > Preferences from the menu bar at the top of the console. Click Account. Enter your login information for your web conferencing application. Note Step 4 Your version of Cisco Unified Personal Communicator may only support Cisco Unified MeetingPlace or Cisco Unified MeetingPlace Express for web conferencing. Click OK. 1-6

Chapter 1 Preparing To Use Cisco Unified Personal Communicator How to Set Optional Preferences Using Web Conferencing With Cisco Unified Personal Communicator, page 5-1 How to Set Optional Preferences Automating Launch and Login, page 1-7 Specifying Your Audio and Video Devices, page 1-9 Specifying Ringer Device and Volume, page 1-9 Choosing Softphone or Desk Phone Mode, page 1-10 Associating a Desk Phone, page 1-11 Choosing the Double-Click Action, page 1-13 Automating Launch and Login Procedure To Configure Cisco Unified Personal Communicator to launch automatically Do This 1. Choose File > Preferences. 2. Click Profile. 3. Check Start this application when I start up my computer. By default, this option is not enabled. 1-7

How to Set Optional Preferences Chapter 1 Preparing To Use Cisco Unified Personal Communicator To Do This Automate logging in 1. Launch the application. 2. Enter your username and password. Cancel automatic log in and password entry 3. Check Remember my password. 4. (Optional) Check Automatically log in as. 5. Click Login. 1. Choose File > Preferences from the menu bar at the top of the console 2. Click Profile. 3. Uncheck appropriate options in the Connection Options section. Click OK. Logging In, page 1-5 1-8

Chapter 1 Preparing To Use Cisco Unified Personal Communicator How to Set Optional Preferences Specifying Your Audio and Video Devices Choose which speaker, microphone, and video devices that you want to use during softphone calls. Before You Begin Set up your devices following the instructions in Installing and Setting Up Your Cisco Video Camera, page 1-3 and Your Headset, page 1-4. Procedure Step 1 Step 2 Step 3 Step 4 Plug in the audio devices that you will choose. Choose File> > Preferences. Click Audio/Video. Choose devices as applicable. Troubleshooting Tips If you change audio device settings during a call, you may experience a brief interruption of audio while the change takes effect. If you unplug a chosen device during a call, your speaker or microphone will change to the corresponding system default device (as specified in the Control Panel in Sounds and Audio Devices), if any is available. If you unplug your only video device, and if you have an available audio device, your conversation will continue as audio-only. Otherwise, your call will end. Specifying Ringer Device and Volume You can choose whether Cisco Unified Personal Communicator notifies you of incoming calls through the built-in speakers in your computer (if any) or through a headset or other audio device. 1-9

How to Set Optional Preferences Chapter 1 Preparing To Use Cisco Unified Personal Communicator Before You Begin Set up and plug in your chosen audio device and verify that it works. Procedure Step 1 Step 2 Step 3 Step 4 Step 5 Plug in the audio device. Choose File> > Preferences. Click Audio / Video. Choose a Ringer device. Set the ringer volume. Troubleshooting Tips Muting your audio by any method may prevent you from hearing the softphone ring when someone calls you. If the device you chose becomes unavailable, you will hear ringing through the system default audio device. Your desk phone will always ring. Choosing Softphone or Desk Phone Mode Cisco Unified Personal Communicator can work with a Cisco Unified IP Phone such as the one on your desk, or work independently as a softphone. If the phone mode is set to softphone, you can use your desk phone, but calls you make using your desk phone do not display in the Recent communications list. Procedure Step 1 Step 2 Choose File > Phone Mode from the menu bar at the top of the console. Choose Desk Phone or Softphone. 1-10

Chapter 1 Preparing To Use Cisco Unified Personal Communicator How to Set Optional Preferences Note If you want to use video, choose Softphone. Desk Phone Device Unavailable, page 9-3 Associating a Desk Phone, page 1-11 Associating a Desk Phone By default, the Cisco Unified IP Phone on your desk is the desk phone associated with Cisco Unified Personal Communicator. If your system administrator has enabled this feature, you may be able to associate Cisco Unified Personal Communicator with a different desk phone. For example, you may be able to temporarily associate a phone in a conference room with Cisco Unified Personal Communicator as if it were the phone on your own desk. Procedure Step 1 Step 2 Step 3 Step 4 Step 5 Go to the phone that you want to associate with Cisco Unified Personal Communicator and log in to the EM Services (Extension Mobility Services). For information, see the documentation for your phone. You can skip this step if you know that the phone is assigned exclusively to you. Launch Cisco Unified Personal Communicator. Choose File > Phone Mode > Desk Phone. Choose File > Phone Mode > Choose Phone to Control from the menu bar at the top of the console. Click a phone in the list to select it. Use the information in the table to help you identify the phones in the list: 1-11

How to Set Optional Preferences Chapter 1 Preparing To Use Cisco Unified Personal Communicator Column Number Column Name Description 1 Device status A check mark identifies the currently associated desk phone. 2 Device type Hover your mouse pointer over the icon to identify the model of the phone. 3 Name To modify this field to identify a phone for future reference: Right-click the name and choose Rename Device. Enter a name of your choice and click Save. 4 Device Name Number printed on the MAC label on the bottom of the phone. 5 Lines Phone numbers (extensions) available through this phone. Note Click Restore Default to choose the phone on your own desk after you have changed it. Skip the rest of the steps in this procedure. Step 6 Step 7 Click Switch To. Click Close. The change takes a moment to take effect. Note Not all phones are necessarily available for this purpose. If the phone you want to choose is not available to you, contact your system administrator. Choosing Softphone or Desk Phone Mode, page 1-10 Desired Desk Phone Not Listed, page 9-4 Where to Find More Documentation, page 1-15 1-12

Chapter 1 Preparing To Use Cisco Unified Personal Communicator How to Set Optional Preferences Choosing the Double-Click Action If your company offers multiple communication methods, you globally set the type of communication to initiate when you double-click a contact. By default, double-clicking a name in the contact list opens an instant messaging window. The double-click action selection must correspond with information in the profile of the contact. For example, if your double-click action preference is Send an email, there must be an email address in the contact profile. If an email address does not exist in the profile, Cisco Unified Personal Communicator determines the action based on available profile information. The icon beside the contact name indicates the double-click action. Double-Click Action on the Console If the icon beside a name in the contact list is a phone, double-clicking starts a call, even if your double-click preference is Instant Messaging. The phone is displayed only if the contact card includes a phone number. If the icon beside a name in the contact list is an envelope double-clicking opens an email message. The envelope is displayed only if your double-click preference is set to Send an e-mail, the contact is not in your corporate directory, and the contact card has an email address. If you set your double-click preference to make an audio or video call, you can determine the number that Cisco Unified Personal Communicator will dial: Control-click the contact and choose Place Audio Call or Place Video Call. The dot identifies the number. Generally, double-clicking dials the first number listed on the contact card. Double-clicking a Recent communications item other than voice mail initiates a video call if you set this preference to video. Otherwise, it always initiates an audio call. Double-clicking a voice mail item plays the message. 1-13

The System Tray Icon Chapter 1 Preparing To Use Cisco Unified Personal Communicator Procedure Step 1 Step 2 Step 3 Choose File > Preferences from the menu bar at the top of the console. Click Profile. Choose an option for When double clicking on a contact. Availability Status Types, page 2-2 The System Tray Icon When Cisco Unified Personal Communicator icon is running, an icon in the system tray indicates whether you have missed calls or new voice mail messages. If you have neither, or if Cisco Unified Personal Communicator is the active application, it displays your availability status. The system tray icon also indicates if you have network connectivity. Roll your cursor over the icon for a tool tip to define the icon. Availability Status Types, page 2-2 Upgrading Cisco Unified Personal Communicator Procedure Step 1 Step 2 Step 3 Step 4 Exit Cisco Unified Personal Communicator. Unplug your camera. Install Cisco Unified Personal Communicator. Install the camera software. 1-14

Chapter 1 Preparing To Use Cisco Unified Personal Communicator Where to Find More Documentation Step 5 Plug in the camera. Installing Cisco Unified Personal Communicator, page 1-2 Installing and Setting Up Your Cisco Video Camera, page 1-3 Where to Find More Documentation The following documentation is available for this product: Quick Start Guide http://www.cisco.com/en/us/products/ps6844/products_user_guide_list.html Online Help From any menu bar in Cisco Unified Personal Communicator, choose Help > Help Topics. In the web conferencing window, click the Help menu for specific application help. Updated Documentation (PDF) The most current version of this document is available in English as a PDF file at: http://www.cisco.com/en/us/products/ps6844/products_user_guide_list.html Documentation in Languages Other Than English http://www.cisco.com/en/us/products/ps6844/tsd_products_support_translated_ end_user_guides_list.html Accessibility Information http://www.cisco.com/en/us/products/ps6844/products_user_guide_list.html The following documentation is available for products related to this product: Licensing Information http://www.cisco.com/en/us/products/ps6844/products_licensing_information_l isting.html 1-15

Where to Find More Documentation Chapter 1 Preparing To Use Cisco Unified Personal Communicator Documentation for Cisco Unified MeetingPlace Web Conferencing http://www.cisco.com/en/us/products/sw/ps5664/ps5669/products_user_guide_ list.html Documentation for Cisco Unified MeetingPlace Express http://www.cisco.com/en/us/products/ps6533/products_user_guide_list.html Documentation for Your Cisco Unified IP Phone (Desk Phone) http://www.cisco.com/en/us/products/hw/phones/ps379/products_user_guide_li st.html Documentation for IP Phone Messenger (IPPM) and the Cisco Unified Presence User Options Web Pages: http://cisco.com/en/us/products/ps6837/products_user_guide_list.html Documentation for Cisco Unified Communications Manager User Options Web Pages: http://www.cisco.com/en/us/products/hw/phones/ps379/products_user_guide_li st.html 1-16

Chapter 1 Preparing To Use Cisco Unified Personal Communicator Cisco Product Security Overview Cisco Product Security Overview This product contains cryptographic features and is subject to United States and local country laws governing import, export, transfer and use. Delivery of Cisco cryptographic products does not imply third-party authority to import, export, distribute or use encryption. Importers, exporters, distributors and users are responsible for compliance with U.S. and local country laws. By using this product you agree to comply with applicable laws and regulations. If you are unable to comply with U.S. and local laws, return this product immediately. A summary of U.S. laws governing Cisco cryptographic products may be found at: http://www.cisco.com/wwl/export/crypto/tool/stqrg.html. If you require further assistance please contact us by sending email to export@cisco.com. 1-17

Cisco Product Security Overview Chapter 1 Preparing To Use Cisco Unified Personal Communicator 1-18

CHAPTER 2 Availability Status and Privacy in Cisco Unified Personal Communicator About Availability Status, page 2-1 Availability Status Types, page 2-2 How To Specify Your Availability Status, page 2-5 How to Add Custom Availability Status Messages, page 2-8 Blocking Contacts, page 2-10 How to Share Your Availability Status with Employees of Other Companies, page 2-11 About Availability Status Use availability status to check whether people in your contact list are available to contact. You can also set your own availability status by either setting your preferences or manually as needed. By default, the system automatically determines the availability status of each person. The system detects when a person is using the computer or on the phone, or, if applicable, the Microsoft Outlook calendar indicates that the person is in a meeting. Preferences can also be set to determine which elements the system uses to determine availability status. Availability status is displayed only for contacts who are in your company, or for contacts in other companies who have accepted your request to view their availability status. 2-1

About Availability Status Chapter 2 Availability Status and Privacy in Cisco Unified Personal Communicator Note If you set your availability status or preferences through applications other than Cisco Unified Personal Communicator, such as your desk phone or IP Phone Messenger, those settings apply to Cisco Unified Personal Communicator, and vice versa. Availability Status Types, page 2-2 How To Specify Your Availability Status, page 2-5 How to Add Custom Availability Status Messages, page 2-8 Availability Status Types The drop-down list above the contact list in the main console displays your own availability status. Availability Status Available (Multiple) Away Do Not Disturb Description The person is logged in to Cisco Unified Personal Communicator and has recently been using his or her computer or phone. Alternatively, the person has set the status to Available. The person may be available. Roll your mouse over the name of the person to see their status. The person has set the status to Away. See Do Not Disturb Status, page 2-3. Invisible See Invisible Status, page 2-4 2-2

Chapter 2 Availability Status and Privacy in Cisco Unified Personal Communicator About Availability Status Availability Status Offline or unknown (None) Description The person is not logged in to Cisco Unified Personal Communicator, the person has added you to his or her blocked list, or the system is unable to determine the status of the person. The person is not set up to exchange availability status and instant messages with you through Cisco Unified Personal Communicator. Availability Status and Privacy in Cisco Unified Personal Communicator, page 2-1 How to Solve Availability Status Problems, page 9-6 How to Share Your Availability Status with Employees of Other Companies, page 2-11 Do Not Disturb Status This feature may not be available at your company. Setting your availability status to Do Not Disturb prevents people from initiating instant messaging with you.if you initiate an instant messaging session, the recipient can respond until you close the messaging window. When your availability status is set to Do Not Disturb, if the phone mode is set to softphone and people call you, the calls generally go directly to voice mail without alerting you through your computer. However: Your desk phone may ring. Calls may be forwarded to numbers other than voice mail. Incoming calls may not be displayed in the Recent communications list. 2-3

About Availability Status Chapter 2 Availability Status and Privacy in Cisco Unified Personal Communicator The following factors may effect incoming call behavior: Your settings in the Cisco Unified Communications Manager User Options web pages for Do Not Disturb, Incoming Call Forwarding, and Ring Settings, for each device you use. Whether the phone is a shared line (for example, you are an administrator who shares a line with an executive.) For additional information: Access the Cisco Unified Communications Manager User Options web pages. For information, contact your administrator. See the documentation that came with your desk phone. About Availability Status, page 2-1 Manually Changing Your Availability Status, page 2-6 Invisible Status This feature may not be available at your company. Setting your availability status to Invisible prevents people from seeing your presence information when you are logged in. Your screen name will appear offline to all people who have you in their Contact List. The Invisible status does not impact your ability to use outward bound Cisco Unified Personal Communicator features. This status is not persistent. You must reset it for every session. Note Instant messages may be received when you set your availability to Invisible. This is determined by how your contacts initiate messages. The Invisible status is not as restrictive as Do Not Disturb. Do Not Disturb Status, page 2-3 2-4

Chapter 2 Availability Status and Privacy in Cisco Unified Personal Communicator How To Specify Your Availability Status How To Specify Your Availability Status How To Specify Your Availability Status, page 2-5 Manually Changing Your Availability Status, page 2-6 Displaying an Out-Of-Office Message, page 2-7 Setting Your Availability Status Preferences You can manually change your availability status for the active session at any time. You can show availability based on appointments in your Outlook calendar (or the calendar in whichever tool you use to interact with Microsoft Exchange, such as Outlook Web Access). If you have added additional calendars, only your default (main) calendar is evaluated. If you choose to show availability based on your calendar, the system uses your calendar to determine and display your availability status even when you are not logged in to Cisco Unified Personal Communicator. If you uncheck all check boxes and choose Never for Show me as On the Phone, your status will always show Available unless you change it manually during a session. Procedure Step 1 Step 2 Step 3 Step 4 Choose File > Preferences from the menu bar at the top of the console Click Status. Choose options. Click OK. Availability Status and Privacy in Cisco Unified Personal Communicator, page 2-1 Manually Changing Your Availability Status, page 2-6 Displaying an Out-Of-Office Message, page 2-7 How to Solve Availability Status Problems, page 9-6 2-5

Chapter 2 How To Specify Your Availability Status Availability Status and Privacy in Cisco Unified Personal Communicator Blocking Contacts, page 2-10 Manually Changing Your Availability Status Your availability status changes automatically unless you manually choose an availability status to display. The status you choose displays until you change it or log out of Cisco Unified Personal Communicator. The Do Not Disturb status remains in effect until you choose a different availability status, even after you log out of Cisco Unified Personal Communicator. Procedure To Do This Specify your current availability status 1. Click the availability status that you see above the contact list. Cancel your manual selection and allow the system to automatically reflect your activity See the custom message you are currently displaying. 2. Choose an option. 1. Click your current status. 2. Choose Available. Make sure you have set preferences to reflect the activities you want the system to evaluate when determining your availability status. Roll your mouse over your status indicator. Troubleshooting Tips Other users of Cisco Unified Personal Communicator see your selected custom message when they roll their mouse over your name in their contact lists. Setting Your Availability Status Preferences, page 2-5 Availability Status Types, page 2-2 2-6

Chapter 2 Availability Status and Privacy in Cisco Unified Personal Communicator How To Specify Your Availability Status How to Add Custom Availability Status Messages, page 2-8 How to Solve Availability Status Problems, page 9-6 Displaying an Out-Of-Office Message Your out of office message continues to display after you log out. The next time you log in, Cisco Unified Personal Communicator prompts you to turn off your out-of-office message. Procedure Step 1 Step 2 Step 3 Step 4 Step 5 Choose Cisco File > Preferences from the menu bar at the top of the console. Click Status. Check Immediately show me as Offline and display this message. Enter the message to display. Click OK. How to Add Custom Availability Status Messages, page 2-8 2-7

Chapter 2 How to Add Custom Availability Status Messages Availability Status and Privacy in Cisco Unified Personal Communicator How to Add Custom Availability Status Messages To provide other people with additional information about your availability status, you can create custom status messages. These messages are added to the list of availability status options. You cannot add a custom message for the Do Not Disturb status. Creating Custom Availability Status Messages, page 2-8 Modifying Custom Availability Status Messages, page 2-9 Deleting Custom Availability Status Messages, page 2-9 Creating Custom Availability Status Messages Procedure Step 1 Step 2 Step 3 Step 4 Step 5 For Release 7.0(1) only. Choose File > Status > Edit Status Menu. For Release 7.0(2) and later releases. Choose File>Status>Edit Status Messages. Click the Add button below the category of message you want to add (Available or Away.) Enter a message. Click Save. Click Close. Your custom message is displayed in the list of availability status options. Manually Changing Your Availability Status, page 2-6 Displaying an Out-Of-Office Message, page 2-7 2-8

Chapter 2 Availability Status and Privacy in Cisco Unified Personal Communicator How to Add Custom Availability Status Messages Modifying Custom Availability Status Messages Procedure Step 1 Step 2 Step 3 Step 4 Step 5 Step 6 For Release 7.0(1) only. Choose File > Status > Edit Status Menu. For Release 7.0(2) and later releases. Choose File>Status>Edit Status Messages. Select the custom message to modify. Click Edit. Revise the text. Click Save. Click Close. Your custom message is displayed in the list of availability status options. Deleting Custom Availability Status Messages Procedure Step 1 Step 2 Step 3 Step 4 Step 5 For Release 7.0(1) only. Choose File > Status > Edit Status Menu. For Release 7.0(2) and later releases. Choose File>Status>Edit Status Messages. Select the custom message to modify. Click Remove. Click Save. Click Close. How to Add Custom Availability Status Messages, page 2-8 2-9

Blocking Contacts Chapter 2 Availability Status and Privacy in Cisco Unified Personal Communicator Blocking Contacts This feature may not be available at your company. If you block people using a related application such as the Cisco Unified Presence User Options web pages, those changes apply to Cisco Unified Personal Communicator and vice versa. Blocked contacts: See your availability status as Offline. Can call you. Cannot initiate instant messaging sessions with you. Can respond to instant messages that you initiate, until you close the session window. Are not notified that you have blocked them. Procedure To Do This Block contacts 1. Click a name in the list of contacts. 2. Click Contacts > Block Contact. You can also block a contact within an instant message session. Add a contact to your block list 1. Click File>Preferences. 2. Click Privacy. 3. Click Block List. 4. Click the Add button. 5. Enter a name in the search field to query the company directory. 6. Press Enter. 7. Select the name to add to your block list. 8. Click the Block button. 2-10

Chapter 2 Availability Status and Privacy in Cisco Unified Personal Communicator How to Share Your Availability Status with Employees of Other Companies To Do This Remove a contact from your block list. 1. Click File>Preferences. See a list of all contacts you have blocked. 2. Click Privacy. 3. Click Block List. 4. Select the name to add to your block list. 5. Click the Remove button. 1. Click File >Preferences. 2. Click Privacy. 3. Click Block List. Unblock contacts on the list. 1. Click a name. 2. Click Contacts > Unblock Contact. Searching for Contacts, page 7-2 How to Share Your Availability Status with Employees of Other Companies, page 2-11 How to Share Your Availability Status with Employees of Other Companies The following functionality is available only if your administrator has enabled Cisco Unified Personal Communicator to exchange availability status and instant messages between your company and other companies. Choosing Access Permissions for Employees at Other Companies, page 2-12 Replying to Availability Status Requests, page 2-13 Viewing and Changing Your Individual Blocking Decisions for External Contacts, page 2-14 2-11

Chapter 2 Availability Status and Privacy in Cisco Unified Personal Communicator How to Share Your Availability Status with Employees of Other Companies Choosing Access Permissions for Employees at Other Companies Your administrator can allow other companies or organizations to share availability status and instant messaging through Cisco Unified Personal Communicator. However, you can choose what level of permission to grant external employees to this functionality. By default, each employee must request permission to view your availability status. They may need your permission to send you instant messages, unless they are using Microsoft Office Communicator. Procedure Step 1 Step 2 Step 3 Step 4 Choose File > Preferences. Click Privacy. Click Manage Domains. Click a domain name. Tip Roll your pointer over the company name to see all of the text. Step 5 Click Approve Ask Block To Automatically allow all employees at that company to view your availability status. Require all employees at that company to request your permission before they can see your availability status. Prevent all employees at that company from seeing your availability status, sending you instant messages, and requesting your permission to do both. All employees at the company will always see you as Offline. Step 6 Step 7 Repeat for each company. Click OK. 2-12

Chapter 2 Availability Status and Privacy in Cisco Unified Personal Communicator How to Share Your Availability Status with Employees of Other Companies Troubleshooting Tip Blocking a company does not block employees of that company who you have already allowed to see your availability status and send you instant messages. You must block them individually. Viewing and Changing Your Individual Blocking Decisions for External Contacts, page 2-14 Replying to Availability Status Requests If you require employees at other companies to request your permission before they can see your availability status, then you must respond to each request individually. Procedure If you receive a request to share your availability status, you can: Click To Accept Allow the requestor to see your availability status. Add to Block List Add the requestor to your block list, and prevent the requestor from sending you another response. The requestor cannot see your availability status or send you instant messages. Note You may receive an initial instant message from the requestor to share your availability status. Ignore The requestor will always see you as Offline and will not know you have blocked your availability status. Dismiss the request without responding. The requestor cannot see your availability status. The request is displayed later or the next time you log in. 2-13

Chapter 2 Availability Status and Privacy in Cisco Unified Personal Communicator How to Share Your Availability Status with Employees of Other Companies Troubleshooting Tips If you click When accepting this person add them to my contact list, this option does not apply if you click Block or Ignore. If you receive requests while you are offline, you may see a list of requests when you log in. To respond, click a name and then click an option, or click Accept All. Choosing Access Permissions for Employees at Other Companies, page 2-12 Blocking Contacts, page 2-10 Viewing and Changing Your Individual Blocking Decisions for External Contacts, page 2-14 Viewing and Changing Your Individual Blocking Decisions for External Contacts These procedures apply only to individuals to whom you have responded. Procedure To See which individuals at other companies you have allowed to see your availability status. If you have allowed all employees at a company to see your availability status without requesting your permission to do so, they do not appear on this list. Do This 1. Choose File > Preferences. 2. Click Privacy. 3. Click Outside Contacts. 2-14

Chapter 2 Availability Status and Privacy in Cisco Unified Personal Communicator How to Share Your Availability Status with Employees of Other Companies To Prevent people you have previously allowed to see your availability status from doing so. Allow an individually-blocked person at another company to see your availability status Do This 1. Choose File > Preferences. 2. Click Privacy. 3. Click Outside Contacts. 4. Click a name in the list. 5. Click Block. The person will always see you as Offline and will not know that you have blocked your availability status. 1. Choose File > Preferences. 2. Click Privacy. 3. Click the name of the blocked person. 4. Click Remove. 5. Click OK. The person moves to your Outside Contacts list and can see your availability status. Troubleshooting Tip If you have allowed all employees at another company to see your availability status without asking your permission first, those people do not appear on any of the lists in this topic. Replying to Availability Status Requests, page 2-13 Blocking Contacts, page 2-10 Choosing Access Permissions for Employees at Other Companies, page 2-12 2-15

Chapter 2 Availability Status and Privacy in Cisco Unified Personal Communicator How to Share Your Availability Status with Employees of Other Companies 2-16

CHAPTER 3 Working with Audio Conversations Using Cisco Unified Personal Communicator Audio Conversations, page 3-1 How To Make Calls, page 3-2 Responding to Incoming Calls, page 3-7 How To Work With Conversations in Progress, page 3-8 How to Create Conference Calls, page 3-11 Audio Conversations You can simultaneously have: One active conversation. Multiple conversations on hold. (Your company may allow only one active call and one call on hold.) Multiple people in one conversation (a conference call.) 3-1

How To Make Calls Chapter 3 Working with Audio Conversations Using Cisco Unified Personal Communicator Hosting Conference Calls Using Cisco Unified Personal Communicator, page 6-1 Sending Messages With Cisco Unified Personal Communicator, page 6-1 How To Make Calls Choose one of the following methods to start an audio conversation: Calling People Listed in the Console, page 3-2 Calling Any Number, page 3-3 How to Dial From Microsoft Outlook Using Cisco Unified Personal Communicator, page 3-4 Warning During an emergency, softphone technology may not provide the most timely or accurate location data if used for a 911 emergency call. Calls may be misdirected to the wrong emergency response center or the emergency response center may make errors when determining your location. USE A SOFTPHONE ONLY AT YOUR OWN RISK DURING AN EMERGENCY. Cisco will not be liable for resulting errors or delays. Calling People Listed in the Console Procedure Step 1 Step 2 Right-click a name or number and choose Place A Call. Choose the number to dial. Tip You can set your preferences to initiate a call when you double-click a name or number. 3-2

Chapter 3 Working with Audio Conversations Using Cisco Unified Personal Communicator How To Make Calls How to Search for Contacts, page 7-2 How to Solve Call Initiation Problems, page 9-8 Choosing the Double-Click Action, page 1-13 Viewing Video, page 4-2 Calling Any Number Use the following procedure to call from the dialer. Procedure Step 1 Step 2 Step 3 Click the Open Dialer console. Enter the phone number. Enter the number exactly as you would dial it from your desk phone. For example, you may need to dial a 9 before the number to call someone outside your company. Click the Click here to dial icon in the Dialer. Troubleshooting Tips To redial the last number you: Choose Actions > Redial from the menu bar at the top of the console called: Choose. How to Search for Contacts, page 7-2 Entering Touch-Tone Responses, page 3-8 3-3

How To Make Calls Chapter 3 Working with Audio Conversations Using Cisco Unified Personal Communicator How to Dial From Microsoft Outlook Using Cisco Unified Personal Communicator By default, Cisco Unified Personal Communicator installs an add-in to Microsoft Outlook. If you use Outlook, a Cisco Unified Personal Communicator toolbar is displayed below the standard Outlook toolbars. When the toolbar is installed, you can use Cisco Unified Personal Communicator to dial a person in your Outlook contact list, or dial the sender or a recipient of an email message. If the person you want to call is not in your Outlook contact list, you can easily create an Outlook contact card for the person. When you dial a number, Cisco Unified Personal Communicator will launch automatically if it is not already running. To launch Cisco Unified Personal Communicator or bring it to the front without dialing a number: Click the Open Cisco Unified Personal Communicator icon at the left end of the toolbar. Dialing From An Email or An Outlook Contact, page 3-4 Dialing Any Number From Outlook, page 3-6 Dialing From An Email or An Outlook Contact Procedure Step 1 Step 2 Choose the contact in Outlook for the person you want to call: Click an email message in your Inbox or Sent Items list. In your Inbox, this method selects the sender. In Sent Items, this method selects the first person on the To list. Click a contact in your Outlook contacts list. Depending on what you see in the Cisco Unified Personal Communicator toolbar, perform one the following actions: Click Call, enter the number to call, then click Dial. 3-4

Chapter 3 Working with Audio Conversations Using Cisco Unified Personal Communicator How To Make Calls By default, this action also creates an Outlook contact card for this person and phone number. On the contact card, you can enter a phone number and select a phone-number type. Click the phone-number type (for example, Business) to the right of the name in the toolbar. Click the arrow to the right of the phone number type described in the previous bullet item and choose a different number from the Outlook contact card to dial. Troubleshooting Tips You may need to log in before you can complete your call. The numbers you want to dial should be in the format that you would use to dial them from your desk phone. The number you dial becomes the default phone number for calling this person from Outlook until you choose a different number. If you click a message that has more than one recipient, you can click the name in the Cisco Unified Personal Communicator toolbar and choose to call a different recipient. You can also right-click a contact in the Outlook contact list and choose Call using Cisco Unified Personal Communicator, and choose the number to dial. To add the person to your Outlook contact list without calling him or her: Click the message, then click the name in the Cisco Unified Personal Communicator toolbar and choose Create Outlook Contact. How to Dial From Microsoft Outlook Using Cisco Unified Personal Communicator, page 3-4 Calling From Outlook: Security Warning Appears, page 9-9 3-5

How To Make Calls Chapter 3 Working with Audio Conversations Using Cisco Unified Personal Communicator Dialing Any Number From Outlook Procedure Step 1 Step 2 Enter a phone number in the Direct Dial box in the toolbar using one of the following methods: Enter the phone number. Copy and paste a phone number, for example from the text of an email message. Click the arrow beside the Direct Dial box to choose an existing number. Press Enter. Troubleshooting Tip To erase the numbers in the Direct Dial box and the drop-down list: Click the arrow beside the box and choose Clear All Items. How to Dial From Microsoft Outlook Using Cisco Unified Personal Communicator, page 3-4 Calling From Outlook: Security Warning Appears, page 9-9 3-6