Enable UC Interfaces - Desktop/Mobile/Tablet Features Virtual Communications Express UC Interfaces (Desktop/Mobile/Tablet) provide the following communication features for Standard and Premier Users: Premier User Desktop Client (a la carte) Desktop Client X X Standard User Mobile Client (a la carte) Unified Communications (a la carte) Mobile Client X X Enterprise Directory X X X User Feature Config X X X Call History X X X IM & Presence X X Desktop Sharing X X File Sharing X X My Room (Web RTC & Guest Client) X X Outlook Client X X Lync Integration X X ios & Android Tablet Clients X X
System Requirements Operating system: o o Apple Mac OS 10.8 Mountain Lion, Mac OS 10.9 Mavericks, Mac OS 10.10 Yosemite. Microsoft Windows 7, Windows 8/8.1, Windows 10 (Classical view only). The installation footprint is approximately 125 MB. For voice calls, a sound card, speakers, and a microphone or a headset are required. A minimum 1GB MB RAM is required. Minimum 1 GHz; however, 1.5 GHz is recommended. Intel Pentium 4 at a minimum, dual core CPU at a minimum is recommended for video calls. Open Graphics Library (OpenGL) 1.5 or higher is recommended. For high-definition (HD) video, the following is recommended: HD camera HD resolution support in display Pentium Quad Core or equivalent 2 GB RAM Log In 1. Go to the My Account portal at https://virtualcommexpress.verizon.com. 2. Enter your Username and Password. 3. Click Login. The My Account Home page appears. 4. Click the My Site tab at the top of the screen. The My Site screen appears. 5. Select a site from the list on the left. The Site dashboard appears displaying quick links. 6. Click the Site Services tab at the top of the screen. 2
Enable UC Collaborate Virtual Communications Express Collaborate provides a comprehensive suite of services with the following features: audio/video calling, conferencing with the Desktop My Room feature, Instant Messaging and Presence, service management call settings, desktop share, and address book/contact management. 1. Click Collaborate Bridge on the menu on the left. The Configure Collaborate Bridge screen appears. Figure 1 Collaborate Bridge 2. Select a Collaborate bridge number from the drop-down list. 3. Click Assign. The Collaborate Bridge Default Settings become active. 3
Figure 2 Configure Collaborate Bridge 4. Enter the user information for whom you are assigning the Collaborate Bridge: Name the name of the Collaborate owner Calling Lin ID First Name the first name of the user Calling Line ID Last Name the last name of the user Calling Line ID Phone Number select the user s telephone number from the drop-down list Extension the last four digits of the user s telephone number Time Zone the user s time zone 5. Click Save. The Collaborate Bridge is added to the list of Collaborate Bridge Rooms at the bottom of the screen and a Room ID assigned. 4
Assign Collaborate Features to Users You can assign features after you create a Collaborate Bridge for a user. 1. Click the User Features tab at the top of the screen. 2. Click Collaborate on the menu on the left. The Licenses Info screen appears. Figure 3 Collaborate Licenses Info 3. Check the Collaborate features you want to assign users. 5
Enable Desktop Softphone Assign Users Assign users through the standard user assignment process to relate phone number, station, phone, and user information. 1. Log in at https://virtualcommexpress.verizon.com. 2. Click the My Site tab at the top of the screen. 3. Select a site from the list on the left. The My Site dashboard displays. 4. Click User Features at the top of the screen. 5. Click Sharing on the left. 6. Double-click on the user you want to assign the Desktop Softphone. The Sharing Configurations popup appears. Figure 4 Sharing Configurations 7. Select Soft Clients. 8. Check Shared next to Virtual Communications Express Desktop. 9. Click Save. 10. Repeat steps 6-9 to enable the Desktop Softphone for additional users. Once Virtual Communications Express Desktop Softphone is shared to the user, the user receives an email notifying them that their account is active along with preliminary instructions. 6
End User Steps to Activate Once you assign the Desktop Softphone to the user, it is available for them to place and receive calls, chat, and have video calls. End users receive a welcome email directing them to the My Phone dashboard where they can download it. 1. Log in at https://virtualcommexpress.verizon.com/myphone. 2. Click the My Features tab. 3. Click Desktop Softphone on the menu on the left. Figure 5 My Features - Desktop Softphone 4. Click Download. The setup wizard pop-up appears. Windows Click Run or Save and follow the instructions. Launch Virtual Communications Express Desktop Softphone. OS X Double-click the disk image. Copy the application to the Applications folder. Launch Virtual Communications Express Desktop Softphone. 7
Enable Mobile App/Tablet Client By adding Virtual Communications Express Mobile to a Google Android or ios platform, users can leverage a convenient and intuitive interface for mobile calling services. Virtual Communications Express Mobile is a Session Initiation Protocol (SIP) User Agent (UA) for Android and ios, connected to the Internet. It also integrates and manages various features with the server platform. From this single device, end users can easily initiate phone calls. With access to the Enterprise Directory, it is ideal for improving mobile and fixed voice communication, encouraging users to have smarter and more frequent communication. Session Initiation Protocol (SIP) User Agent (UA) app for ios, connected to the Internet. Integrates and manages various features with the Virtual Communications Express server platform. Easily initiate phone calls from this single device. User-friendly design for smarter and more frequent communication. System requirements: o Virtual Communications Express Mobile App R9.3.2 for ios can be run on any ios4.3 (or greater) device o Virtual Communications Express Mobile App R9.3.2 for Android can be run on any Android 2.2 and 2.3, as well as 3.2 devices 8
Assign Users The service provider or administrator and the user must enable features on the Dashboard for a user to use the app. Assign users through the standard user assignment process to relate phone number, station, phone, and user information. Once the user is assigned on the Phone Assignment screen, share the user s station to one of the available Mobile apps or Tablet client. Use the same process currently used for the Sharing feature, and Virtual Communications Express Mobile is visible as target end points. This is the only location where Virtual Communications Express Mobile and Tablet client are shown as assignable. 1. Log in to the My Account portal at https://virtualcommexpress.verizon.com. 2. Click the My Site tab at the top of the screen. 3. Select a site from the list on the left. The My Site dashboard appears displaying quick links. 4. Click the User Features tab at the top of the screen. 5. Click Sharing on the menu on the left. 6. Double-click on a user. The Sharing Configurations pop-up appears. Figure 6 Sharing Mobile App License to User Account 7. Check Alert all appearances for Click-to-Dial calls, if applicable. 8. Check Alert all appearances for Group Paging calls, if applicable. 9
9. Check Call Park Notification, it applicable. 10. Check SHARED next to Tablet Clients (ipad/android). -AND/OR- Check SHARED next to Virtual Communications Express Mobile. 11. Click Save. Once Virtual Communications Express Mobile and/or the Tablet Client is shared to the user, the user receives an email notifying them that their account is active with preliminary instructions. Note: The email content is customizable and can be turned off. End User Steps to Activate 1 Log in to the My Phone Dashboard at https://virtualcommexpress.verizon.com/myphone This method is required if you have not previously logged in to the Dashboard. 2 Use the Mobile App 3 Use the Table Client This option is used only if you have previously logged in to the My Phone Dashboard at least once and reset your temporary password. This option is used only if you have previously logged in to the My Phone Dashboard at least once and reset your temporary password. Activate the My Phone Dashboard Log in to the My Phone Dashboard and update your password from the temporary password that was initially provided. 1. Click the My Numbers tab at the top of the screen. 2. Add the mobile number. 3. Click the My Features tab at the top of the screen. 4. Click Mobile App on the menu on the left. -AND/OR- Click UC Tablet on the menu on the left for the download option and to view your Tablet Client user name. 10
Figure 7 Enable the Mobility Feature 5. Check Activate Mobility at the bottom of the screen. 6. Select your mobile number from the drop-down list. This is the number you added on the My Numbers tab. 7. Select the Phone to ring: Desk, Mobile, or Both. 8. Check Required Answer Confirmation, if applicable. 9. Click Save. Retrieve your Virtual Communications Express Mobile user name from the My Features tab or the welcome email. Your Mobile App password is the same as your My Phone password. Links to download the app are available in the email sent to you and on the My Features tab. You can now download the ios client from the Apple App Store and the Android client from Google Play. Activate Mobile App at Login If you previously logged in to the My Phone dashboard and reset your temporary password, you can download and install the Mobile App by using the links provided in the welcome email. Once the client is downloaded and you are signed in, you are prompted to enable the Mobility Alert Click-to- Dial setting and to add/enable the mobile phone as a location. 11
Frequently Asked Questions Where can I get help? There is a help file included with the softphone, available from the main menu or login screen. Can I call PSTN numbers? Yes. How is 911 supported on Desktop Softphone? The 911 address utilizes the physical address associated with the site or remote user station as it appears on the My Site and My Phone dashboards. What happens when I lose my network connection? The softphone logs out. However, it attempts to log in again automatically as soon as the network connection returns. Can I change my user name and password? Password changes can be made on the My Phone dashboard. 12
Troubleshooting Desktop Softphone End User Problem Isolation Initial attempts to troubleshoot an issue with Virtual Communications Express Desktop Softphone involve isolating the source of the problem by following these steps: 1 Log out and close Virtual Communications Express Desktop Softphone. 2 Verify data/internet connection is available by testing the browser. 3 Re-Install Virtual Communications Express Desktop Softphone. If there is a potential operating system issue or hardware issue, verify that the issue persists after Virtual Communications Express Desktop Softphone is removed. Validate User Configuration on the Dashboard A key step in troubleshooting is to validate that the user is properly configured on the Dashboard and that the Virtual Communications Express Desktop Softphone license is shared as a device associated with the user s phone. The My Site Device Management screen indicates number of Desktop Softphone licenses and sharing/assignment status. Figure 8 Device Management 13
User Experiences Installation Problem 1 Verify Hardware/operating systems versions for compatibility. 2 3 4 5 Verify this is a new installation of the service. Does the user have another version loaded? If so, remove and re-install. Does the user account have adequate permissions to install the software? Is there a security measure that may limit file download or installation (web proxy/filter, local protection software, etc.)? Verify Installation issue: Does it complete download from the My Phone screen? Does user receive an error during installation after download is complete? If so, document the error. Check Installed Applications list to see if installation completed. If so, remove and attempt re-install. Otherwise attempt re-install. If issue is repeated and user has supported version of Windows/Mac operating system, open a ticket with customer support. Does user receive an error when they launch the application? Verify connectivity to the URI link in a browser. Remove application and re-install. 14
User Reports Virtual Communications Express Desktop Softphone Not Working The user installed it but cannot log in or is receiving another connectivity error. The user has not previously logged in and used the application. 1 Gather details. 2 Verify hardware/operating system versions for compatibility. 3 4 Verify user is using correct user ID and My Phone dashboard password. Verify Virtual Communications Express Desktop Softphone installed successfully. If not go to Installation. 5 Has the user logged in before? If yes, go to Login or Application. 6 Verify Provisioning Setup in Dashboard. 7 Verify credentials. Reset password if needed. 8 Have user log in with known working support test account. If they can log in, the issue is likely isolated to provisioning of the account. Open a ticket with Customer Support. 15
User Reports Call Quality Issues 1. Verify operating system version for compatibility. 2. Verify stable connectivity to the Internet. 3. Foundation Questions: a. Any pattern to call issues? b. Confirm whether issue occurs with inbound calls, outbound calls, or both. c. Are other applications performing appropriately? Settings Do Not Match between Desktop Softphone and My Phone Dashboard 1. Log in to the My Phone Dashboard. View user call settings and verify they are in sync. 2. Have user attempt to reset from device and retry. 3. Reset from Dashboard and retry. Did setting dynamically update in the softphone? Is it effective? 4. If settings do not activate from the softphone or sync with the Dashboard, then send open a ticket with Customer Support. 16
Troubleshooting Mobile/Tablet Initial attempts to troubleshoot an issue with Virtual Communications Express Mobile involve isolating the source of the problem by following these steps: 1 Log out and close Virtual Communications Express Mobile. 2 Verify data/internet connection is available by testing the browser. 3 Re-Install Virtual Communications Express Mobile. If there is a potential ios or hardware issue, verify that the issue persists after it is removed from your phone (e.g., phone reboots, freezes, or other). 17
Validate User Configuration A key step in troubleshooting is to validate the user is properly configured and that the Virtual Communications Express Mobile license is shared as a feature associated with the user s phone. Figure 9 Device Management User Experiences Installation Problem 1 2 3 Verify Hardware/iOS and Android versions for compatibility and 3G/4G subscription /carrier. Verify this is a new installation of the service. Does the user have another version loaded? If so, remove and re-install. Verify Installation issue. Does it completely download from Google Play or the Apple Store? o If not, does an issue occur with other apps? If not, send to Application Support. Does the user receive an error during installation after download is complete? o If so, document the error. 18
o o Check the Apps list to see if installation completed and if so remove and attempt re-install. Otherwise attempt re-install. If the issue is repeated and user has a supported version of ios /Android, escalate to Application Support. Does the user receive an error when they try to add the app shortcut on the smartphone? o The user can test the app by launching from the Apps menu directly. o Is the user having issues adding icons with other apps? Is the user receiving an error message? If the error message is isolated to Virtual Communications Express Mobile, escalate to Application Support. If it is a common issue with other apps, then refer to Wireless. o Does the user receive an error when they launch the app? o If the error occurs on the login screen after a login attempt, go to Provisioning Flow. o If the error persists during application launch (after re-install), escalate to Application Support. 19
User Reports Mobile Not Working The user installed it but cannot log in or is receiving another connectivity error. The user has not previously logged in and used the application. 1 Gather customer details. 2 3 Verify hardware/ios and Android versions for compatibility and 3G/4G subscription / Carrier. Verify Virtual Communications Express Mobile installed successfully. If not go to Installation. 4 Has the user logged in before? If yes, go to Login or Application. 5 Verify Provisioning Setup in Dashboard. 6 Verify credentials. Reset password if needed. 7 Have user log in with known working support test account. If they can log in, the issue is likely isolated to provisioning of the account. 8 Escalate to Application Support. 20
Capture Log Files The app can be configured to capture and email Console logging and File logging. Go to Settings > Troubleshooting. Figure 10 Troubleshooting Settings/Email Logs 21
Additional Help and Resources Getting Started with Your Service To learn how to manage your user account settings and site service features, go to: https://customertraining.verizon.com/virtualcommtraining/. Returning Equipment Should you require replacement equipment, please refer to the Return Merchandise Authorization (RMA) quick reference guide located at https://customertraining.verizon.com/virtualcommtraining/. Contact Us Virtual Communications Express Support: 800 287 6235 Or visit https://customertraining.verizon.com/virtualcommtraining/ For questions on other Verizon products: 800 230 9800 2016 Verizon. The Verizon name and logo and all other names, logos, and slogans identifying Verizon s products and services are trademarks and service marks or registered trademarks and service marks of Verizon Trademark Services LLC or its affiliates in the United States and/or other countries. Microsoft, Windows, and Windows Vista are either registered trademarks or trademarks of Microsoft Corporation in the United States and/or other countries. All other trademarks and service marks are the property of their respective owners. Version 1.16 June 2016