(USING GO CONVERSE REMOTE CALL CONTROL GATEWAY) USER GUIDE

Transcription

1 MICROSOFT LYNC & OCS INTEGRATION (USING GO CONVERSE REMOTE CALL CONTROL GATEWAY) USER GUIDE INTRODUCTION This guide provides instructions on using the telephone features that are supported by the Toshiba IPedge and Strata CIX telephone system in conjunction with the Microsoft Lync or the Microsoft Office Communicator (OCS) Clients. The Microsoft Lync and OCS Integration with customer s existing Toshiba Phone System, enables users to perform several useful telephony communication functions from the Lync and OCS client applications. This includes the ability to see the telephone status of other users, click to call and also perform other telephony call control functions like hold and transfer. User would now be able to place calls from their Lync or OCS clients via a Toshiba feature phone. By forwarding information about users telephony presences from Toshiba IPedge and Strata CIX to Microsoft Lync or OCS servers using industry standard SIP/CSTA protocol. The Microsoft Lync or OCS client does not handles the media signal, it sends instructions to the Toshiba IPedge or Strata CIX extension (IP5000 series featurephone, Call Manager, SoftIPT etc.) to carry out any actions required. Your Lync/OCS client would become your desktop phone application, giving you the ability to use the following call control features also described in this manual: Make Call Answer Call Disconnect Call Redirect Call Hold Retrieve Call Blind Transfer Consult Transfer Generate DTMF digits Set Forwarding Single number dialling Conference Call Share Desktop Missed Calls Notifications User s Presence Click to Dial from Outlook Contacts IMPORTANT! Refer to the Lync 2010 Help and How-to and the Microsoft Office Communicator 2007 Getting Started Guide for all user features and functions. NOTE: The Microsoft TM Office Communications Server 2007 Technical Overview document states that features such as ringing an additional number or redirecting unanswered calls is not supported. However, if you are using RCC with the Toshiba IPedge or Strata CIX, these features are supported. Microsoft Lync & OCS Integration User Guide v2.0 1 of 10 January 2014

2 REQUIREMENTS The following are the user infrastructure requirements: Toshiba IPedge or Strata CIX phone system. Microsoft Lync or OCS Server installed and integrated with the Company s Active Directory. Lync/OCS client installed at users PC and verified. Go Converse Server installed and integrated with Lync or OCS Servers. To determine if Lync or OCS Clients are set up for RCC Click the arrow to the right of the Call button. If you see a Preferred Calling Device option (phone or computer), the Lync/OCS Client is configured for Remote Call Control. CALL CONTROLS The following table shows the different call control icons: Control Function End Call. Put call on hold. Transfer call to: Another person or one of your devices (such as your cell phone). Display the dial pad. The dial pad is used to enter input to access voice mail and to enter pass code for conferences. Toggle audio from a call between the USB telephony device and other speakers. This control only appears if you have a USB telephony device attached to your PC and you have configured your audio device to play call audio on a separate device from your USB telephony device. Mute speakers. Click the Menu button to adjust the audio volume. Mute microphone Audio level indicator. Time elapsed. Microsoft Lync & OCS Integration User Guide v2.0 2 of 10 January 2014

3 Make a Call Each contact in your Contact List has a number that you can call by clicking the Call button associated with the contact. The calling information is populated directly from Active Directory or Contact s information from Outlook. The number is the contact s work number by default, but can be changed based on the number most recently used to call the contact. To make a One-Click Phone Call In the Contact List, click the Call button to the right of the contact you want to call. Call Additional Numbers Lync/OCS users can publish additional phone numbers, such as their mobile or home phone numbers and give your team access level so you can view the numbers and use them for clickto-call (needs Active Directory). To call an additional phone number, click the arrow next to the Call button. To view call options for a Contact 1. In the Contact List, click the arrow to the right of the Call button associated with the contact. 2. In the Call options menu, click the name or number you want to call or click New Number and then enter the number you want to call. Microsoft Lync & OCS Integration User Guide v2.0 3 of 10 January 2014

4 Communicator Call Microsoft Office Communicator 2007 provides a Communicator Call option, as a way of placing a call to a contact (shown on previous page). When you place a Communicator Call, the call is a VoIP call that is directed to all of the contact s devices that are configured for Office Communicator Depending upon the devices on which the contact has Office Communicator configured, the call can ring either the contact s computer or their telephony devices that are configured for Office Communicator, or both. Type a New Number to Call In addition to one-click calling and using Call options, you can type the number you want to call in the Search box in the Office Communicator window. To type a new number and call it In the Lync/OCS client window, enter the number you want to call in the Search box (shown below). Use the International Phone number format. Enter the country code, followed by the local phone number You can also use alphabetical characters for 0800 numbers. For example, you can type: 0800-EXAMPLE. In the Search Results pane, click the Call button to the right of the phone number you entered. You can also press the ENTER key to place the call. Answer a Call When you receive a phone call from another Communicator contact, a Call alert appears in the bottom-right corner of your computer screen. From the alert, you can accept the call, ignore the call, or redirect the call to another number. To answer a phone call Click the left pane of the Call invitation alert. Microsoft Lync & OCS Integration User Guide v2.0 4 of 10 January 2014

5 Disconnect from a call When a call is answered from the Lync/OCS client, the conversation window opens (shown below). End Call is one of the call controls allowing the user to release a specific device from a call. Redirect a Call When receiving an invitation alert, then you can divert the call to another destination, which may be inside or outside the switching sub-domain. To redirect a call Click the Redirect call to another phone or instant message button, and then select an option from the menu, or click Ignore call (shown below) to reject a call. NOTE: You can redirect a call to any of the phone numbers that you have published, including your mobile, home, or other phone number. Hold Press to place an active call on hold. Microsoft Lync & OCS Integration User Guide v2.0 5 of 10 January 2014

6 Retrieve a Call Retrieve call connects a specified held call. This is activated by clicking on the Resume Call button on the Conversation dialog. Blind Transfer When the phone is connected, the call can be transferred immediately by clicking Transfer icon and specify the destination. The phone is automatically disconnected when the transfer is completed. Generate DTMF Digits Generate Digits (DTMF) sends a series of digits on behalf of a connection in a call. It is typically used to control the voice mail and/or work with an Interactive Voice Response application. The digits are in the form of DTMF tones. Use the Dial pad either on the phone or the one in Communicator as shown: Microsoft Lync & OCS Integration User Guide v2.0 6 of 10 January 2014

7 Consultation Call Consultative transfer is a common scenario where before transferring a call to someone you want to contact the person you are transferring to first to ensure they are able to take the call. Consultation call places an existing active call at a device on hold and initiates a new call from the same device. To make a consultation call, make another call while the phone is connected. The existing active call is automatically placed on hold. Transfer call to would now merge the held and active calls into a new call. This enables the user to talk to the transferring party first before the call is transfer. Katherine Kehoe receives a call from Phani Areti who wishes to speak to Daniel Fuller-Smith. Katherine starts a call with Daniel who is available to take the call while Phani is put on hold. The transfer menu automatically includes a person she is currently talking to, so is able to select Phani from there, who is set on a new call with Daniel. Microsoft Lync & OCS Integration User Guide v2.0 7 of 10 January 2014

8 Set Call Forwarding Lync/OCS clients provide call handling options that you can set to forward your incoming calls to your voice mail (when using the Toshiba IPedge or Strata CIX Voice Mail, please enter the voice mail number as the forward number), to an alternate phone number, such as your mobile phone or home phone number, or to another contact, as shown in figure below. Currently Lync/OCS clients support Call Forward all Calls (CF-A). Every time that the Lync/OCS client starts up or it is closed down; it refreshes the Call Forward (CF) state set on the phone. This means that regardless of what is set on the phone, when the Lync/OCS client starts up or shut down, it will set the phone to reflect the Lync/OCS client state (ON/OFF). The only exception to this rule is if a CF External is set on the phone. If CF external is set, then that CF will remain in place in conjunction with whatever the Lync/OCS client has set. Please note that a CF-A set on the Lync/OCS client, combined with any instance of CF External will result in a CF-A. Because of the Lync/OCS client behaviour we recommend to use System Call Forward to set any other instances of CF such as CF-B, CF-NA or CF-B/NA. Please also note that if a CF is set on the user s phone will always take over any System CF instruction. To forward a call to your voice mail, another person, or phone number In the Lync/OCS client window, click the Call Forwarding button, point to Forward Calls To, and then do one of the following: Click Voice mail to automatically forward all incoming calls to your voice mail. Click a phone number to automatically forward calls to that number. Click New Number to enter a new number to which to forward the call. You can refer to the Online Help for examples of how to enter phone numbers. Click Contact, and then select a contact. Microsoft Lync & OCS Integration User Guide v2.0 8 of 10 January 2014

9 To cancel Call Handling You can set or cancel call-handling rules at any time. In the Office Communicator window, click the Call Control button, and then click Do Not Forward Calls. Single Number Dialling The Single Number Reach feature allows organizations to publish a single contact number while diverting calls to your device of preference allowing users to be contactable even when they are on the move and not reachable at their desk. Click the Call Forwarding button and do one of the following: Click a phone number to automatically forward calls to that number. Click New Number to enter a new number to which to forward the call. Conference Call In order to establish a conference call using the Lync/OCS Clients, you need to use a combination of the Lync/OCS clients and Toshiba feature phone functionality. First establish the initial call using the Lync/OCS client, then use the conf/trns key Toshiba feature phone to call the other parties and join all parties together. on the Share Desktop Desktop-sharing capabilities allow users on Windows, Macintosh, and Linux platforms to collaborate with one another at the same time they talk to each other using enhanced audio conferencing features. For desktop sharing between multiple users (more than two) other collaboration applications would be required i.e. Strata Meeting, MS Live meeting, WebEx etc. Missed Calls Notifications notification delivered to your with matching information of the caller. Outlook Integration The RCC gateway application also supports Microsoft Office System Integration, such as Click to dial from Outlook address book and . The user will be able to right click on any of the contact on the To: and Cc: list and initiate a voice call. Toshiba recommends that you consult the Microsoft solutions provider regarding this integration (Microsoft Office System and OCS). NOTE: Outlook 2003 does not support dialling contacts over Communicator. This feature is supported by Office 2007 onwards. Microsoft Lync & OCS Integration User Guide v2.0 9 of 10 January 2014

10 User s Presence User s presence is provided base on contact s calendar status, in a call, etc. Presence button Contact status Available Busy In a Call In a Conference In a Meeting Do Not Disturb Urgent interruptions only Away Inactive Busy (Inactive) Offline Presence unknown Blocked Description The contact is online and can participate in conversations. This status can be set manually by the user. The contact is available but engaged in another activity. Activities include: In a Call The contact is in a phone, voice, or video conversation. In a Conference The contact is in a multiparty conversation using phone, voice, video, or application sharing. In a Meeting The Office Outlook calendar shows that the contact has a scheduled meeting. This presence level can be set manually by the user. You see this status for a contact if the contact has assigned you to an access level other than the Team access level and one of the following conditions exists: The contact has manually set his or her presence status to Do Not Disturb. The contact is displaying a Microsoft Office PowerPoint presentation or is running another program in full-screen mode. You see this status for a contact if the contact has assigned you to the Team access level and one of the following conditions exists: The contact has manually set his or her presence status to Do Not Disturb. The contact is probably not available. This status is displayed for the following reasons: The contact s computer has been idle for more than the idle time period setting 15 minutes by default. The contact has manually set his or her presence status to Away. This contact may be available, but their computer has been idle for more than the idle time period setting five minutes by default. In this state, the contact is online, idle, and transitioning from an Available state. This status is set by Communicator. This contact is engaged in a meeting, but their computer has been inactive for the idle time period setting 5 minutes by default. In this state, the contact is online, idle, and transitioning from a Busy state. This status is set by Communicator. The contact is not available. This status is displayed for the following reasons: The contact has manually set his or her presence status to Appear Offline. Communicator 2007 is not running on the contact s computer, or the contact has not signed-in. The contact has blocked you from seeing his or her presence status. Communicator 2007 cannot determine the status of the contact. This status is usually displayed because the contact s presence status is stored in another computer system, such as that of an organization that is not a federated partner. This indicator is displayed in your Contact List next to the name you have blocked. To the person you have blocked, you appear to be offline. Microsoft Lync & OCS Integration User Guide v of 10 January 2014