Using Avaya one-x Portal Extensions

Transcription

1 Using Avaya one-x Portal Extensions November 2009

2 2009 Avaya Inc. All Rights Reserved. Notice While reasonable efforts were made to ensure that the information in this document was complete and accurate at the time of printing, Avaya Inc. can assume no liability for any errors. Changes and corrections to the information in this document might be incorporated in future releases. Documentation disclaimer Avaya Inc. is not responsible for any modifications, additions, or deletions to the original published version of this documentation unless such modifications, additions, or deletions were performed by Avaya. Customer and/or End User agree to indemnify and hold harmless Avaya, Avaya's agents, servants and employees against all claims, lawsuits, demands and judgments arising out of, or in connection with, subsequent modifications, additions or deletions to this documentation to the extent made by the Customer or End User. 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The text of the Shrinkwrap License will be available from Avaya upon End User s request (see Third-party Components" for more information). Copyright Except where expressly stated otherwise, the Product is protected by copyright and other laws respecting proprietary rights. Unauthorized reproduction, transfer, and or use can be a criminal, as well as a civil, offense under the applicable law. Third-party components Certain software programs or portions thereof included in the Product may contain software distributed under third party agreements ("Third Party Components"), which may contain terms that expand or limit rights to use certain portions of the Product ("Third Party Terms"). Information identifying Third Party Components and the Third Party Terms that apply to them is available on the Avaya Support Web site: Preventing toll fraud "Toll fraud" is the unauthorized use of your telecommunications system by an unauthorized party (for example, a person who is not a corporate employee, agent, subcontractor, or is not working on your company's behalf). Be aware that there can be a risk of toll fraud associated with your system and that, if toll fraud occurs, it can result in substantial additional charges for your telecommunications services. Avaya fraud intervention If you suspect that you are being victimized by toll fraud and you need technical assistance or support, call Technical Service Center Toll Fraud Intervention Hotline at for the United States and Canada. For additional support telephone numbers, see the Avaya Support Web site: Suspected security vulnerabilities with Avaya Products should be reported to Avaya by sending mail to: securityalerts@avaya.com. Trademarks Avaya, the Avaya logo, one-x Portal, Communication Manager, Application Enablement Services, Modular Messaging, and Meeting Exchange are either registered trademarks or trademarks of Avaya Inc. in the United States of America and/or other jurisdictions. All other trademarks are the property of their respective owners. Downloading documents For the most current versions of documentation, see the Avaya Support Web site: Contact Avaya Support Avaya Inc. provides a telephone number for you to use to report problems or to ask questions about your product. The support telephone number is in the United States. For additional support telephone numbers, see the Avaya Web site: Shrinkwrap License (SR). With respect to Software that contains elements provided by third party suppliers, End User may install and 2 Using Avaya one-x Portal Extensions November 2009

3 Contents Chapter 1: Avaya one-x Portal Extensions...5 Features of one-x Portal Extensions...5 Chapter 2: Logging in...7 Language options in the one-x Portal Extensions...7 Signing in to the one-x Portal Extensions...7 Password security...8 Launching one-x Portal...9 Signing out of the one-x Portal Extensions...9 Exiting the one-x Portal Extensions...9 Displaying the System Tray menu...10 System Tray menu...10 Logon window...11 Chapter 3: Settings for one-x Portal Extensions...13 Avaya one-x Portal Extensions settings...13 Accessing one-x Portal Extensions settings...13 Configuring the connection to one-x Portal...14 General settings...14 Dial Bar settings...15 Notifications settings...16 System Messages settings...16 Advanced settings...16 Chapter 4: Incoming Communications...19 Incoming communications...19 Notifications for incoming communications...19 Message types in notifications...20 Unread Messages icon...20 Answering telephone calls...20 Listening to voice messages...21 Opening a fax message...21 Reading a text message...21 Configuring settings for incoming communications...22 Configuring notifications for incoming communications...22 Showing the Unread Messages icon...22 Hiding the Unread Messages icon...23 Chapter 5: Outbound Communications...25 Outbound calls...25 Click-2-Dial...25 Hot Key dialing...26 Using the Dial Bar...26 Opening the Dial Bar...26 Using the Dial Bar to make a telephone call...26 Using the Dial Bar to find and call a contact...27 Calling an Outlook contact with Click-2-Dial...27 Using Hot Key dialing to make a telephone call...28 Configuring settings for outbound calls...29 Using Avaya one-x Portal Extensions November

4 Contents Configuring display options for the Dial Bar...29 Configuring options for Hot Key dialing and Click-2-Dial...29 Dial Bar interface...30 Right-click menu in the Dial Bar...31 Chapter 6: Bridge conferences...33 Bridge conferences...33 Scheduling a bridge conference with Click-2-Conference...33 Joining a bridge conference with Click-2-Join...34 Chapter 7: Importing your Outlook contacts...35 Personal contacts in Microsoft Outlook...35 Exporting your personal contacts from Outlook...35 Chapter 8: System Messages...37 System messages...37 Configuring system message options...37 Chapter 9: Troubleshooting the one-x Portal Extensions...39 Troubleshooting issues with the one-x Portal Extensions...39 Cannot connect to one-x Portal...39 Proposed Solution...40 Information for support...40 Uninstalling the one-x Portal Extensions...41 Portal Desktop Extension dependency on MSXML...41 Index Using Avaya one-x Portal Extensions November 2009

5 Chapter 1: Avaya one-x Portal Extensions Features of one-x Portal Extensions Avaya one-x Portal Extensions are not fully-featured, independent applications. They complement and extend the features and functionality of one-x Portal. Avaya one-x Portal Extensions include the following additional features: System Tray icon: Use this default appearance of the one-x Portal Extensions to log in, change your settings, and open the Dial Bar and one-x Portal. Dial Bar : Use the Dial Bar to make telephone calls and to search your contacts. Click-2-Dial : Initiate a call to one of your contacts in Microsoft Outlook. Click-2-Conference : Integrate your Microsoft Outlook bridge conference invitations with the one-x Portal. Click-2-Conference adds bridge conference information into the invitation, including a link that participants can use to join the conference. Click-2-Join : If the host scheduled a conference with Click-2-Conference, connect directly from the Microsoft Outlook invitation to the bridge conference in the one-x Portal. Message notifications: Receive notification messages for incoming messages, telephone calls, voice mails, and faxes. You can configure the one-x Portal Extensions to notify you of only certain types of communications and messages. Personal contacts: Import your personal contacts from Microsoft Outlook into one-x Portal and one-x Portal Extensions. Note: Unlike one-x Portal, you must install the one-x Portal Extensions on a Windows computer. Avaya one-x Portal Extensions can be installed on Windows operating systems only. Avaya one-x Portal Extensions are not supported on Mac operating systems. Using Avaya one-x Portal Extensions November

6 Avaya one-x Portal Extensions 6 Using Avaya one-x Portal Extensions November 2009

7 Chapter 2: Logging in Language options in the one-x Portal Extensions Language support The one-x Portal Extensions support the following languages: English French (Parisian) German Italian Japanese Portuguese (Brazilian) Simplified Chinese Spanish (Latin American) Default language If your computer operating system is in one of the supported languages, the one-x Portal Extensions automatically run in that language when you sign in. Important: You can only run the one-x Portal Extensions in the same language as your operating system. If you change your default language for one-x Portal, and then log into the one-x Portal Extensions, one-x Portal may display in the same language as the one-x Portal Extensions. To avoid this issue, log into the one-x Portal Extensions first, then log into one- X Portal. Signing in to the one-x Portal Extensions If your computer operating system is in one of the supported languages, the one-x Portal Extensions automatically run in that language when you sign in. Important: You can only run the one-x Portal Extensions in the same language as your operating system. If you change your default language for one-x Portal, and then log into the one-x Portal Extensions, one-x Portal may display in the same language as the one-x Portal Using Avaya one-x Portal Extensions November

8 Logging in Extensions. To avoid this issue, log into the one-x Portal Extensions first, then log into one- X Portal. 1. If necessary, double-click the one-x Portal Extensions icon on your desktop to launch the one-x Portal Extensions. 2. Right-click the one-x Portal Extensions icon in the System Tray to display the menu. 3. Select Sign In from the menu. 4. In the Logon window, type your user name and password. 5. Click the Log On button. Password security You have an important responsibility to help keep your system secure. You do not administer your password using one-x Portal Administration. You must administer the password using the mechanism provided by the enterprise directory. Observe the following rules to ensure the security of the system: When you are required to change your password, choose a password that is easy for you to remember but would be impossible for anyone to guess. Follow the password rules, such as the length of the password and the number and type of characters in the password. Ask your supervisor if you need help to create your password. Never write down your password. Never share your password with anyone. Contact your administrator immediately if you suspect any security problems, such as a computer virus, unusually slow response times, or other abnormal behavior of the system. 8 Using Avaya one-x Portal Extensions November 2009

9 Launching one-x Portal Launching one-x Portal 1. If necessary, double-click the one-x Portal Extensions icon on your desktop to launch the one-x Portal Extensions. 2. Right-click the one-x Portal Extensions icon in the System Tray to display the menu. 3. Select Launch Portal Client. Signing out of the one-x Portal Extensions Logs you out of the one-x Portal Extensions. The one-x Portal Extensions icon remains visible in the System Tray. 1. If necessary, double-click the one-x Portal Extensions icon on your desktop to launch the one-x Portal Extensions. 2. Right-click the one-x Portal Extensions icon in the System Tray to display the menu. 3. Select Sign Out. Related topics: System Tray menu on page 10 Exiting the one-x Portal Extensions Logs you out completely and closes the one-x Portal Extensions. Avaya one-x Portal Extensions icon disappears from the System Tray. Using Avaya one-x Portal Extensions November

10 Logging in 1. If necessary, double-click the one-x Portal Extensions icon on your desktop to launch the one-x Portal Extensions. 2. Right-click the one-x Portal Extensions icon in the System Tray to display the menu. 3. Select Exit. Related topics: System Tray menu on page 10 Displaying the System Tray menu 1. If necessary, double-click the one-x Portal Extensions icon on your desktop to launch the one-x Portal Extensions. 2. Right-click the one-x Portal Extensions icon in the System Tray to display the menu. System Tray menu If you double-click on the icon in the System Tray, the Dial Bar opens. Name Launch Portal Client Settings Sign In Sign Out About Open Dial Bar Exit Description Opens and brings the one-x Portal to the front. Opens the Settings dialog box for the one-x Portal Extensions. Logs you in to the one-x Portal Extensions. Logs you out of the one-x Portal Extensions. The one-x Portal Extensions icon remains visible in the System Tray. Displays the About dialog box. Opens the Dial Bar. Logs you out completely and closes the one-x Portal Extensions. Avaya one-x Portal Extensions icon disappears from the System Tray. 10 Using Avaya one-x Portal Extensions November 2009

11 Logon window Logon window Name User ID Password Remember My Login Log On button Description Your user name for the one-x Portal Extensions. The password assigned to your user ID. Securely stores your user ID and password on your computer. Do not use this feature if you have security concerns about the computer you use to access the one-x Portal Extensions. Logs you in to the one-x Portal Extensions. Using Avaya one-x Portal Extensions November

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13 Chapter 3: Settings for one-x Portal Extensions Avaya one-x Portal Extensions settings Avaya one-x Portal Extensions include the following settings: General Dial Bar Notifications System Messages Advanced Use the fields on this tab to configure the display and other options for the one-x Portal Extensions. Use the fields on this tab to configure the display and default behavior options for the Dial Bar. Use the fields on this tab to choose the types of notifications you receive, and configure display and default behavior options for notifications. Use the fields on this tab to determine whether you want to see messages about changes in your connection to one-x Portal. Use the fields on this tab to configure the connection to one-x Portal. Accessing one-x Portal Extensions settings 1. If necessary, double-click the one-x Portal Extensions icon on your desktop to launch the one-x Portal Extensions. 2. Right-click the one-x Portal Extensions icon in the System Tray to display the menu. 3. Select Settings from the menu. Using Avaya one-x Portal Extensions November

14 Settings for one-x Portal Extensions Configuring the connection to one-x Portal The connection to one-x Portal is configured when the one-x Portal Extensions are installed. If you encounter problems with this connection, review and correct the connection settings. If you do not know the information required to complete these fields, consult your supervisor. 1. If necessary, double-click the one-x Portal Extensions icon on your desktop to launch the one-x Portal Extensions. 2. Right-click the one-x Portal Extensions icon in the System Tray to display the menu. 3. Select Settings from the menu. 4. On the Advanced tab, complete the following fields with the information provided by your supervisor: Name Scheme Server Port Context Root Description The internet protocol scheme at the beginning of the Web address that you use to access one-x Portal. The server that hosts one-x Portal. You must enter the IP address or the fully-qualified domain name of the server. The port that the one-x Portal Extensions uses to communicate with one-x Portal. The location of the one-x Portal software on the one- X Portal server. Window Title The title displayed in one-x Portal. 5. Click OK. Related topics: Advanced settings on page 16 General settings Use the fields on this tab to configure the display and other options for the one-x Portal Extensions. 14 Using Avaya one-x Portal Extensions November 2009

15 Dial Bar settings Name Launch automatically when starting Windows Hide Unread Messages Icon Launch one-x Portal Settings Description Adds the one-x Portal Extensions to the Microsoft Windows startup. If you check this field, the one-x Portal Extensions will automatically launch every time you start your computer. Turns off the Unread Messages icon that displays in your System Tray. Opens the Settings window for one-x Portal where you can view and configure the settings for your accounts. Related topics: Showing the Unread Messages icon on page 22 Hiding the Unread Messages icon on page 23 Dial Bar settings Use the fields on this tab to configure the display and default behavior options for the Dial Bar. Name Keep on top of other windows Hide when minimized Enable Hot Key Dialing Hot key used to start dialing Edit number before dialing Description The Dial Bar always displays in front of other applications that are open on your computer. The Dial Bar is not visible when minimized. If you do not check this option, the Dial Bar minimizes to an icon on the Windows Task Bar. Turns on Hot Key dialing. Hot Key dialing allows you to dial any telephone number that you select in an application that is open on your computer. The combination of keys that you use for Hot Key dialing. The one-x Portal Extensions automatically records the keys that you press when your cursor is in this field. Default: Ctrl+F12 Configures Hot Key dialing to allow you to change the telephone number before the one-x Portal Extensions dials out. If you check this option, the Dial Bar opens automatically after you press your selected hot keys. Related topics: Configuring display options for the Dial Bar on page 29 Configuring options for Hot Key dialing and Click-2-Dial on page 29 Using Avaya one-x Portal Extensions November

16 Settings for one-x Portal Extensions Notifications settings Use the fields on this tab to choose the types of notifications you receive, and configure display and default behavior options for notifications. Name Enable toast message notifications Number of seconds to display message Show notifications for incoming Description Configures the one-x Portal Extensions to display notification messages above the Windows System Tray when you receive incoming communications. When you select this option, all notification types are checked by default. The number of seconds that a notification message remains visible on your computer. Default value: 9 seconds. The types of incoming communications that you want to be notified about when they arrive. You can select one or more of the following types: Calls Voice messages Faxes Text messages Related topics: Configuring notifications for incoming communications on page 22 System Messages settings Use the fields on this tab to determine whether you want to see messages about changes in your connection to one-x Portal. Name one-x Portal Server connectivity changes Description Displays a message when the one-x Portal Extensions lose or regain connection to the one-x Portal server. Advanced settings Use the fields on this tab to configure the connection to one-x Portal. 16 Using Avaya one-x Portal Extensions November 2009

17 Advanced settings If you do not know the information required to complete these fields, consult your supervisor. Name Scheme Server Port Context Root Window Title Description The internet protocol scheme at the beginning of the Web address that you use to access one-x Portal. one-x Portal supports the following schemes: HTTP HTTPS The server that hosts one-x Portal. You must enter the IP address or the fully-qualified domain name of the server. The port that the one-x Portal Extensions uses to communicate with one-x Portal. The location of the one-x Portal software on the one-x Portal server. The title displayed in one-x Portal. The one-x Portal Extensions use this title to find the one-x Portal window when you select Launch Portal Client. If the one-x Portal Extensions cannot locate a window with this title, one-x Portal opens in a new browser window. Related topics: Configuring the connection to one-x Portal on page 14 Using Avaya one-x Portal Extensions November

18 Settings for one-x Portal Extensions 18 Using Avaya one-x Portal Extensions November 2009

19 Chapter 4: Incoming Communications Incoming communications Avaya one-x Portal Extensions monitor your accounts for the following types of incoming communications: Telephone calls Voice messages Faxes Text messages When you receive a new call or message, the one-x Portal Extensions give you one-click access in one-x Portal. You answer the call, listen to the voice mail, or view the fax or text message in your one-x Portal. By default, the one-x Portal Extensions display a notification when you receive an incoming communication. You do not have to receive notifications for all types of communications. For example, you can configure the one-x Portal Extensions to display notifications for only incoming calls, but not for voice messages, faxes, or text messages. You can also configure the one-x Portal Extensions to display an Unread Messages icon in your Windows System Tray to ensure that you are aware of the number of unread messages in your one-x Portal. Related topics: Notifications for incoming communications on page 19 Message types in notifications on page 20 Unread Messages icon on page 20 Notifications for incoming communications Notifications for incoming communications display in the bottom right of your screen, above the Windows System Tray. You cannot change the location of the notifications. If a previous notification is still visible when a second communication arrives, the first notification slides up and the second notification displays below the first. By default, notifications automatically disappear after 9 seconds. You can increase or decrease the length of time that all notifications remain visible. You can also hover your mouse over a notification to extend the time that the notification remains visible. Using Avaya one-x Portal Extensions November

20 Incoming Communications Message types in notifications If the caller or sender of the message is not in your contacts, the name field will display Unknown. Icon Message type Information provided Incoming call Name of caller Telephone number of caller New voice mail New fax New message with text Name of caller Telephone number of caller Name of sender Originating telephone number for fax Name of sender Originating address for text message Unread Messages icon You can configure the one-x Portal Extensions to display an Unread Messages icon in your Windows System Tray if you have unread messages in one-x Portal. When you hover your mouse over the Unread Messages icon, the tooltip displays the number of unread messages. The Unread Messages icon is not visible if you do not have any unread messages. Answering telephone calls 1. Click on the notification message. 2. Click Start Portal. If one-x Portal is closed, the one-x Portal Extensions launch the Logon window for one-x Portal. 3. In the Communications portlet of one-x Portal, click Answer on the call entry. 20 Using Avaya one-x Portal Extensions November 2009

21 Listening to voice messages Listening to voice messages 1. Click on the notification message. 2. Click Start Portal. If one-x Portal is closed, the one-x Portal Extensions launch the Logon window for one-x Portal. 3. In the Messages portlet of one-x Portal, click Listen on the entry. Opening a fax message 1. Click on the notification message. 2. Click Start Portal. If one-x Portal is closed, the one-x Portal Extensions launch the Logon window for one-x Portal. 3. In the Messages portlet of one-x Portal, click Show on the entry. Reading a text message 1. Click on the notification message. 2. Click Start Portal. If one-x Portal is closed, the one-x Portal Extensions launch the Logon window for one-x Portal. 3. In the Messages portlet of one-x Portal, click Showon the entry. Using Avaya one-x Portal Extensions November

22 Incoming Communications Configuring settings for incoming communications Configuring notifications for incoming communications By default, the one-x Portal Extensions notifyyou of all incoming communications. 1. If necessary, double-click the one-x Portal Extensions icon on your desktop to launch the one-x Portal Extensions. 2. Right-click the one-x Portal Extensions icon in the System Tray to display the menu. 3. Select Settings from the menu. 4. Click Notifications. 5. Make sure that Enable toast message notifications is checked. 6. Optional: Change the number of seconds in the Number of seconds to display message field if you want the notification messages to display for a different period of time. 7. Check one or more of the following options to identify the types of incoming communications that you want to be notified about when they arrive: 8. Click OK. Calls Voice messages Faxes Text messages Related topics: Notifications settings on page 16 Showing the Unread Messages icon By default, the one-x Portal Extensions do not display the Unread Messages icon. 1. Right-click the one-x Portal Extensions icon in the System Tray to display the menu. 2. Select Settings from the menu. 22 Using Avaya one-x Portal Extensions November 2009

23 Configuring settings for incoming communications 3. Click General. 4. Clear the Hide Unread Messages Icon option to display the icon when you have unread messages. 5. Click OK. Related topics: General settings on page 14 Hiding the Unread Messages icon Tip: You can also use the right-click menu on the Unread Messagesicon to change this configuration. 1. Right-click the one-x Portal Extensions icon in the System Tray to display the menu. 2. Select Settings from the menu. 3. Click General. 4. Check Hide Unread Messages Icon to hide the icon. 5. Click OK. Related topics: General settings on page 14 Using Avaya one-x Portal Extensions November

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25 Chapter 5: Outbound Communications Outbound calls Avaya one-x Portal Extensions includes the following features that you can use to make outbound calls: Dial Bar : Use the Dial Bar to make telephone calls and to search your contacts. Click-2-Dial : Initiate a call to one of your contacts in Microsoft Outlook. Hot Key dialing : Use a combination of keysto dial a telephone number that you highlight in another application. After you start the telephone call with the one-x Portal Extensions, use your one-x Portal to control and hang up the call. Related topics: Click-2-Dial on page 25 Hot Key dialing on page 26 Click-2-Dial With Click-2-Dial, you can make telephone calls from a contact in Microsoft Outlook. Click-2- Dial adds a Dial button to the following locations in Microsoft Outlook: Outlook toolbar Toolbar in a contact Click-2-Dial uses the Hot Key dialing settings. If you configure Hot Key dialing to preview the telephone number in the Dial Bar before the number is dialed, then Click-2-Dial also requires you to preview the telephone number. Related topics: Calling an Outlook contact with Click-2-Dial on page 27 Configuring options for Hot Key dialing and Click-2-Dial on page 29 Using Avaya one-x Portal Extensions November

26 Outbound Communications Hot Key dialing With Hot Key dialing, you can dial any telephone number that is selected in an open application on your computer. The hot keys are a combination of keys that you press on your keyboard. You can use the default hot keys or configure your own hot keys. You can configure Hot Key dialing to preview the telephone number in the Dial Bar before the number is dialed. Related topics: Configuring options for Hot Key dialing and Click-2-Dial on page 29 Using Hot Key dialing to make a telephone call on page 28 Using the Dial Bar Opening the Dial Bar Tip: You can also configure the Dial Bar to open automatically with the one-x Portal Extensions. 1. If necessary, double-click the one-x Portal Extensions icon on your desktop to launch the one-x Portal Extensions. 2. Right-click the one-x Portal Extensions icon in the System Tray to display the menu. 3. Select Open Dial Bar from the menu. Using the Dial Bar to make a telephone call After you start the telephone call with the one-x Portal Extensions, use your one-x Portal to control and hang up the call. 1. In the Destination field, do one of the following: 26 Using Avaya one-x Portal Extensions November 2009

27 Calling an Outlook contact with Click-2-Dial Type the telephone number that you want to dial. Use the History drop-down to re-dial a recently called telephone number. Search for a telephone number in your contacts. 2. Click Place a Call or press Enter. Using the Dial Bar to find and call a contact 1. In the Destination field, type one of the following: All or just the letters at the beginning of the first name, last name, or nickname of the contact. All or just the numbers at the beginning of the telephone number. 2. Do one of the following: Click Search Contacts. Click the Search Type drop-down and select a search type. 3. In the Search Results window, locate the entry for your contact and click Call. 4. Click Collapse to close the Search Results window. Calling an Outlook contact with Click-2-Dial After you start the telephone call with the one-x Portal Extensions, use your one-x Portal to control and hang up the call. 1. If you are not signed into the one-x Portal Extensions, click Connect on the Microsoft Outlook toolbar to open the Logon window. 2. In Microsoft Outlook, select the contact that you want to dial. 3. Click Dial on the toolbar. 4. If the contact has more than one telephone number: a. Select the number you want to call from the Dial menu. b. Select Dial from the submenu. Using Avaya one-x Portal Extensions November

28 Outbound Communications If you want to verify or change the telephone number before you dial, select Edit from the submenu to open the Dial Bar. You cannot use this option to change the telephone number in the Outlook contact. 5. If the Dial Bar opens: a. Make sure the telephone number is complete. b. Click Place a Call or press Enter. Related topics: Click-2-Dial on page 25 Using Hot Key dialing to make a telephone call After you start the telephone call with the one-x Portal Extensions, use your one-x Portal to control and hang up the call. 1. In an open application on your computer, highlight a telephone number. 2. Press the combination of keys that you configured as hot keys. If you use the default hot keys, press the following keys in order: Ctrl +F If the Dial Bar opens: a. Make sure the telephone number is complete. b. Click Place a Call or press Enter. Related topics: Hot Key dialing on page Using Avaya one-x Portal Extensions November 2009

29 Configuring settings for outbound calls Configuring settings for outbound calls Configuring display options for the Dial Bar 1. If necessary, double-click the one-x Portal Extensions icon on your desktop to launch the one-x Portal Extensions. 2. Right-click the one-x Portal Extensions icon in the System Tray to display the menu. 3. Select Settings from the menu. 4. Click Dial Bar. 5. Check or clear the following options: 6. Click OK. Keep on top of other windows Hide when minimized Related topics: Dial Bar settings on page 15 Configuring options for Hot Key dialing and Click-2-Dial Click-2-Dial uses your Hot Key dialing settings. 1. If necessary, double-click the one-x Portal Extensions icon on your desktop to launch the one-x Portal Extensions. 2. Right-click the one-x Portal Extensions icon in the System Tray to display the menu. 3. Select Settings from the menu. 4. Click Dial Bar. 5. Make sure that Enable Hot Key Dialing is checked. 6. Do one of the following to select the combination of keys on your keyboard that you want to use as hot keys for dialing: Using Avaya one-x Portal Extensions November

30 Outbound Communications Accept the default hot keys. Click in the Hot key used to start dialing field and press the desired combination of keys. 7. Optional: If you want to preview the telephone number in the Dial Bar before the number is dialed, check the Edit number before dialing option. 8. Click OK. Related topics: Dial Bar settings on page 15 Hot Key dialing on page 26 Dial Bar interface Name Destination History Place a Call Search Contacts Search Type Search Results Description Entry field for a telephone number or search criteria. You must enter a telephone number or name into this field before you can make a call or search your contacts from the Dial Bar. A drop-down list of the most recent contacts you called from the Dial Bar. The list displays the contacts in reverse order. Dials the telephone number in the Destination field. Searches all of your contacts for the name or telephone number in the Destination field. A drop-down list of the types of searches you can perform. You can restrict your search for the name or telephone number in the Destination field to one of the following: Search All Search Personal Search Enterprise After you perform a search, the Search Results window opens below the Dial Bar with the results of your search. Each entry in the Search Results window includes the following: Name of contact Primary telephone number of contact Call button You can use the Collapse button to hide the Search Results window. 30 Using Avaya one-x Portal Extensions November 2009

31 Right-click menu in the Dial Bar Right-click menu in the Dial Bar You can access these menu options when you right-click in the Dial Bar. Name Keep on top of other windows Hide when minimized Settings About Exit Description The Dial Bar always displays in front of other applications that are open on your computer. The Dial Bar is not visible when minimized. If you do not check this option, the Dial Bar minimizes to an icon on the Windows Task Bar. Opens the Settings dialog box for the one-x Portal Extensions. Opens the About dialog box with information about the one- X Portal Extensions. Closes the Dial Bar. Using Avaya one-x Portal Extensions November

32 Outbound Communications 32 Using Avaya one-x Portal Extensions November 2009

33 Chapter 6: Bridge conferences Bridge conferences Avaya one-x Portal Extensions include the following integrations with Microsoft Outlook that you can use when you schedule and participate in bridge conferences: Click-2- Conference Click-2-Join When you schedule a bridge conference appointment in your Outlook Calendar, allows you to insert bridge conference information into the invitation and provide links that the participants can use to dial into the conference. If the host used Click-2-Conference to schedule the bridge conference, provides a link in the appointment that connects you to bridge conferences in one-x Portal. Scheduling a bridge conference with Click-2-Conference You can schedule a bridge conference with the default bridge conference number and codes that you configured in your one-x Portal settings. 1. If you are not signed into the one-x Portal Extensions, click Connect on the Microsoft Outlook toolbar to open the Logon window. 2. In your Microsoft Outlook Calendar, create a new invitation for the bridge conference. 3. Add the participants to the invitation. 4. On the toolbar of the invitation, click Schedule Conference. Click-2-Conference adds your default bridge conference information and participant Web address to the invitation. 5. Complete your invitation text and send the invitation. Using Avaya one-x Portal Extensions November

34 Bridge conferences Joining a bridge conference with Click-2-Join 1. If you are not signed into the one-x Portal Extensions, click Connect on the Microsoft Outlook toolbar to open the Logon window. 2. In your Microsoft Outlook Calendar, open the invitation for the bridge conference. 3. Click the Participant URL link in the invitation. Click-2-Join opens the Start Bridge Conference window in one-x Portal with the conference information in the invitation. If one-x Portal is not open, you will be prompted to log in first. 4. From the Place Call to Bridge drop-down of the Start Bridge Conference window: Avaya one-x Portal adds an entry in the Communications portlet for the bridge conference and opens the Bridge Conference window. 34 Using Avaya one-x Portal Extensions November 2009

35 Chapter 7: Importing your Outlook contacts Personal contacts in Microsoft Outlook By default, you can access only enterprise contacts in the Contacts portlet of one-x Portal. Avaya one-x Portal Extensions allow you to export your personal contacts from folders in Microsoft Outlook. Your personal contacts include all contacts that you have created in Microsoft Outlook and that are not part of your enterprise directory. Usually, these contacts are in the Contacts folder of Microsoft Outlook. Note: If you have organized your personal contacts into folders, you must export each folder separately. Avaya one-x Portal Extensions do not automatically import sub-folders. Exporting your personal contacts from Outlook Note: If you have organized your personal contacts into folders, you must export each folder separately. Avaya one-x Portal Extensions do not automatically import sub-folders. 1. If you are not signed into the one-x Portal Extensions, click Connect on the Microsoft Outlook toolbar to open the Logon window. 2. In the Navigation Pane of Microsoft Outlook, click Contacts. 3. Select the folder that contains the contacts you want to import. 4. Click Export on the toolbar. 5. Optional: Check Delete obsolete (not currently imported) contacts after successful import to delete all contacts that no longer exist in the Microsoft Outlook folder from one-x Portal. 6. Click Start. You can click Stop at any time during the import. After you click Stop, the one-x Portal Extensions do not import the remaining contacts in the folder or delete any obsolete contacts. Using Avaya one-x Portal Extensions November

36 Importing your Outlook contacts 7. If the one-x Portal Extensions encounter a problem with a contact, do one of the following: Click Skip to move to the next contact and not import the current contact. Click Retry to make another attempt to import the current contact. 8. After the export completes, click Close. 36 Using Avaya one-x Portal Extensions November 2009

37 Chapter 8: System Messages System messages System messages notify you of changes in your connection to one-x Portal. For example, after you log in to the one-x Portal Extensions, a system message displays to confirm that you have logged in and are connected to one-x Portal. All system messages display in the bottom right of your screen, above the Windows System Tray. You cannot change the location of these messages. By default, system messages automatically disappear after 9 seconds. Configuring system message options By default, the one-x Portal Extensions display system messages. 1. If necessary, double-click the one-x Portal Extensions icon on your desktop to launch the one-x Portal Extensions. 2. Right-click the one-x Portal Extensions icon in the System Tray to display the menu. 3. Select Settings from the menu. 4. On the System Messages tab: 5. Click OK. Check the one-x Portal Server connectivity changes option to receive system messages. Clear the one-x Portal Server connectivity changes option to turn off system messages. Using Avaya one-x Portal Extensions November

38 System Messages 38 Using Avaya one-x Portal Extensions November 2009

39 Chapter 9: Troubleshooting the one-x Portal Extensions Troubleshooting issues with the one-x Portal Extensions If you encounter an issue with the one-x Portal Extensions, Avaya recommends that you do the following: 1. Review the topics in this Troubleshooting section for possible resolutions to your problem. 2. Retry the action. Carefully follow the instructions in the online documentation. 3. In your one-x Portal, check the Portal status in one-x Portal for any messages that indicate a problem with the one-x Portal system. 4. In your one-x Portal, click the System Status icon to open the System Status window and check the detailed status of your system. Review the system status. If a service status is Impaired or Failed, review and follow the recommended action. 5. Note the sequence of steps and events that led to the problem and the exact messages displayed. 6. If possible, capture screenshots of your one-x Portal when the issue occurs. Next steps Tip: If the resolutions provided do not resolve your problem, or if you encounter an issue that is not included in this section, follow your corporate process to obtain support. Cannot connect to one-x Portal When you attempt to open one-x Portal from the one-x Portal Extensions, the connection fails. For example, one-x Portal does not start when you select Launch Portal Client from the System Tray menu. Using Avaya one-x Portal Extensions November

40 Troubleshooting the one-x Portal Extensions Proposed Solution The connection to one-x Portal is configured when the one-x Portal Extensions are installed. If you encounter problems with this connection, review and correct the connection settings. If you do not know the information required to complete these fields, consult your supervisor. 1. If necessary, double-click the one-x Portal Extensions icon on your desktop to launch the one-x Portal Extensions. 2. Right-click the one-x Portal Extensions icon in the System Tray to display the menu. 3. Select Settings from the menu. 4. On the Advanced tab, complete the following fields with the information provided by your supervisor: Name Scheme Server Port Context Root Description The internet protocol scheme at the beginning of the Web address that you use to access one-x Portal. The server that hosts one-x Portal. You must enter the IP address or the fully-qualified domain name of the server. The port that the one-x Portal Extensions uses to communicate with one-x Portal. The location of the one-x Portal software on the one- X Portal server. Window Title The title displayed in one-x Portal. 5. Click OK. Information for support Provide your support contact with the information in the fields on the Advanced tab. 40 Using Avaya one-x Portal Extensions November 2009

41 Uninstalling the one-x Portal Extensions Uninstalling the one-x Portal Extensions Prerequisites You must close Microsoft Outlook before you uninstall the one-x Portal Extensions. 1. If necessary, exit from the one-x Portal Extensions. 2. From the Windows Start menu, select Start > Programs > Avaya one-x Portal Extensions > Avaya one-x Portal Extension Deinstallation. 3. Click Yes to answer Are you sure you want to uninstall this product? The uninstaller removes the one-x Portal Extensions from your computer. Portal Desktop Extension dependency on MSXML PDE requires MSXML 4.0 patch to be installed on the system for users to log on to PDE. MSXML 4.0 comes installed in most Windows systems but it is not a standard in Windows XP. Therefore, most users may not face any problems when they log on to PDE but for systems that do not have the patch installed, users cannot go ahead of the log on window. In such a case, the PDE log on window neither accepts the user credentials nor displays an error message. Users can download and install MSXML 4.0 from downloads/details.aspx?displaylang=en&familyid=3144b72b-b4f2 46DA 4B6 C5D7385F2B5 and resolve the issue. Using Avaya one-x Portal Extensions November

42 Troubleshooting the one-x Portal Extensions 42 Using Avaya one-x Portal Extensions November 2009

43 Index A about...33 accessing settings...13 advanced settings connection...16 system messages...16 answering incoming calls...20 automatic dialing...15, 25, 26, 28 B bridge conferences Click-2-Conference...33 Click-2-Join...33 joining...34 scheduling...33 C calling Click-2-Dial...27 Dial Bar...26, 27 Hot Key dialing...28 calls answering...20 Click to Dial...29 Dial Bar...29 Hot Key dialing...29 notifications...22 outbound Click to Dial configuring options...29 see Click-2-Dial...27 Click-2-Conference about...33 using...33 Click-2-Dial about...25 using...27 Click-2-Join...33, 34 using...34 communications Click to Dial...29 Dial Bar...29 Hot Key dialing...29 notifications...22 communications, incoming...19 conferences, bridge...33 configuring connections...14 system messages...37 Unread Messages icon...22, 23 connection settings...16 connections configuring...14 troubleshooting...39 contacts calling from Outlook...27 importing from Outlook...35 contacts, personal...35 contacts, searching...27 D Dial Bar calling...26, 27 configuring options...29 opening...26 searching...27 settings...15 dialing automatic...15, 26, 28 Click-2-Dial...25 Hot Key...15, 26, 28 telephone...28 dialing telephone...26, 27 E error messages...37 exiting...9 exporting contacts...35 F faxes configuring notifications...22 incoming...19, 20 notifications...22 opening...21 Using Avaya one-x Portal Extensions November

44 Index G general settings...14 guidelines, notifications...19 H hiding Unread Messages icon...23 Hot Key dialing...15, 25, 26, 28, 29 configuring options...29 I icon notifications...20 Unread Messages...20, 22, 23 importing contacts...35 incoming calls...19, 20 faxes...19, 20 text messages...19, 20 voice mail...19, 20 incoming calls answering...20 indicator, unread messages...20, 22, 23 J joining bridge conferences...34 K keys, hot...28 L languages, options...7 launching Dial Bar...26 launching one-x Portal...9 legal notices...2 listening, voice mail...21 logging in...7 language options...7 logging out...9 M menu, System Tray...10 message types, notifications...20 messages notifications...16, 22 system...16, 37 toast...16 unread...20, 22, 23 MSXML dependency...41 N notices, legal...2 notifications guidelines...19 message types...20 Notifications incoming communications...22 settings...16 O one-x Portal configuring connection...14 launching...9 troubleshooting connection...39 one-x Portal Extensions...5, 41 uninstalling...41 opening Dial Bar...26 fax...21 one-x Portal...9 text messages...21 options, language...7 outbound calls outbound calls about...25 Outlook calling contact...27 contacts...35 scheduling bridge conferences...33 P password security...8 PDE dependency on MSXML...41 personal contacts...35 R reading fax...21 text messages...21 S scheduling bridge conferences Using Avaya one-x Portal Extensions November 2009

45 Index searching, contacts...27 security password...8 settings , 22, 29, 37 accessing...13 advanced...16 Click to Dial...29 configuring connections...14 Dial Bar...15, 29 general...14 Hot Key dialing...29 Notifications...16, 22 system messages...16, 37 Unread Messages icon...22 signing in...7 signing out...9 supported languages...7 system messages...37 settings...37 system security...8 System Tray...10 T text messages incoming...19, 20 opening...21 toast messages settings...16 troubleshooting...37, 39 connections...39 system messages...37 U uninstalling one-x Portal Extensions...41 unread messages...20, 22, 23 Unread Messages icon configuring...22 hiding...23 V voice mail listening...21 notifications...22 voice mails incoming...19, 20 voice messages listening...21 Using Avaya one-x Portal Extensions November