Configuring the Avaya 3456 UC Client

Transcription

1 SCS 4.0 Configuring the Avaya 3456 UC Client Task Based Guide

2 Configuring the Avaya 3456 UC Client Copyright 2010 Avaya Inc. All Rights Reserved. Notices While reasonable efforts have been made to ensure that the information in this document is complete and accurate at the time of printing, Avaya assumes no liability for any errors. Avaya reserves the right to make changes and corrections to the information in this document without the obligation to notify any person or organization of such changes. Documentation disclaimer Avaya shall not be 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. 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 End User. 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3 Configuring the Avaya 3455 UC Client For the most current versions of documentation, see the Avaya Support. Web site: Contact Avaya Support Avaya 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: Copyright 2010 ITEL, All Rights Reserved The copyright in the material belongs to ITEL and no part of the material may be reproduced in any form without the prior written permission of a duly authorised representative of ITEL. NN Issue 1.3 SCS 4.0

4 Configuring the Avaya 3456 UC Client Table of Contents Avaya 3456 UC Client... 5 Overview... 5 Required Information... 5 Flow Chart Automatic Provisioning... 7 Flow Chart Manual Account Configuration... 8 Starting the Licensing Configuring User Accounts on the Fully Automatic Provisioning (Using DHCP Option 120) Configuring DHCP Option Creating a Phone Profile on the SCS Resgistering the Busy Lamp Field (BLF) and Workgroups Semi-Automatic Provisioning Creating a Phone Profile on the SCS Registering the Busy Lamp Field (BLF) and Workgroups Manual Configuration Disabling the Provisioning Server Configuring Account Settings Locating the SIP Password Setting User Credentials Manually Configuring Busy Lamp Field (BLF) and Workgroups Codec Selection Voic Settings Dial Plans XMPP Messaging Support Disabling ICE (Internet Connectivity Establishment) Call Record Other Features and Functions Automatic Updates Avaya Documentation Links NN Issue 1.3 SCS 4.0 4

5 Configuring the Avaya 3455 UC Client Avaya 3456 UC Client Overview The Avaya 3456 UC Client is a soft phone application that provides unified communications capabilities through an Internet telephony server on the enterprise network. The purpose of this brief guide is to familiarise you with and guide you through the process of configuring the 3456 to work with the Software Communication System (SCS) server. For a comprehensive guide on features and functions beyond initial configuration and registering with the SCS, please refer to the SCS End User guide and the inbuilt help literature, which can be found by clicking on the Help menu. Required Information Before attempting to configure an account on the soft client, ensure that a valid user account has been set up on the SCS. The following credentials will be required during softphone account configuration: The SCS s domain name, for example scshost.scsdomain.com. A valid SCS User ID The SIP Password associated with the User NN Issue 1.3 SCS 4.0

6 Configuring the Avaya 3456 UC Client The following minimum specification is required to successfully install and run the softphone: Intel Pentium III 1.3 GHz or equivalent Windows 2000/XP/Vista 512 MB RAM 50 MB hard disk space 16 Bit, full-duplex sound card IP connection Speakers and headset/usb phone NN Issue 1.3 SCS 4.0 6

7 Configuring the Avaya 3455 UC Client Flow Chart Automatic Provisioning NN Issue 1.3 SCS 4.0

8 Configuring the Avaya 3456 UC Client Flow Chart Manual Account Configuration NN Issue 1.3 SCS 4.0 8

9 Configuring the Avaya 3455 UC Client Installation To install the 3456: 1. Launch the client installer by double-clicking on the installer icon. 2. Click Next to clear the introductory dialogue. 3. When you have read and understood the license agreement, click the I accept the agreement radio button and then click the Next button. 4. Click Next to accept the default folder location or click on the Browse button to select a different location. 5. Click the Install button to confirm installation. NN Issue 1.3 SCS 4.0

10 Configuring the Avaya 3456 UC Client 6. When the files have been copied, tick the options that you would like to take effect upon exiting the installer. Then click Finish. Note: If you ticked Launch 3456 in the final window, ignore the following section, Starting the Starting the 3456 Like any other application, the 3456 is launched either from a desktop icon or by opening the Start menu and navigating to Programs > Avaya 3456 UC Client > Avaya 3456 UC Client. Licensing Before the soft client can be configured or used in anyway it needs to be licensed with a keycode. The licensing screen will appear the first time the client is started. Simply enter the keycode in the field provided and then click the OK button. NN Issue 1.3 SCS

11 Configuring the Avaya 3455 UC Client Configuring User Accounts on the 3456 There are three ways to configure user accounts on the 3456 soft client. The route you take depends very much on how the local network is configured and how comfortable you are with the general principles of the SCS: Fully Automatic Provisioning By far the easiest and most straightforward method of account registration. However, your DHCP server will need to be configured with Option 120. When Option 120 is configured all 3456 softphones will be directed to pick up user profile information and voic settings when users log into their phones. This obviously makes installing softphones quick and easy, but a certain amount of ground work is required first. Semi-Automatic Provisioning Similar to Automatic Provisioning but without the use of Option 120. Not all networks utilize DHCP, and not all that do will necessarily have Option 120 configured. In this circumstance it is still possible to provide the 3456 with the address of the SCS for provisioning purposes, you simply enter the address manually during application start-up. The phone will query the supplied address for account and voic settings. Manual Account Configuration For those who prefer to enter softphone account information manually. You can create users on the 3456 using the phone s own Account Management utility. Obviously there is more chance for human error using this method since account information must be entered exactly as it is configured in the SCS user profile. The purpose of this guide is to show you all three approaches to account configuration on the 3456, beginning with Automatic Provisioning and ending with Manual Account Configuration. NN Issue 1.3 SCS 4.0

12 Configuring the Avaya 3456 UC Client Fully Automatic Provisioning (Using DHCP Option 120) In this section we will look at using the SCS provisioning service in conjunction with DHCP Option 120 to configure a working user account on the Avaya 3456 soft client. The following topic will be covered: Configuring DHCP Option 120 Creating a 3456 phone profile on the SCS Connecting the 3456 and retrieving the phone profile Configuring DHCP Option 120 What is Option 120? You may have heard of Option 66 when dealing with physical phones such as the Avaya 12x0 or Polycom SoundPoint IP phones. Option 66 is used to point these phone sets at the SCS TFTP service during bootup. When a phone acquires an IP address lease from the DHCP server it is also given the address of the TFTP service so that it can download account information, allowing it to register the specified user to the SCS. Option 120 works in pretty much the same way, except this time it is your laptop/workstation that retrieves the information from the DHCP server (although in the context of the 3456, HTTP is the protocol of choice, not TFTP), and then in turn the SCS. When Option 120 is configured, the softphone on the PC effectively knows which SCS server to log in to and which user profile information to load when a valid user ID and password is entered. NN Issue 1.3 SCS

13 Configuring the Avaya 3455 UC Client In effect, once Option 120 has been configured, every time you install a 3456 softphone on any PC within the SCS domain, users will simply need to enter their SCS user ID and PIN at startup in order to log in and register, thereby minimising the time you need to spend manually entering user credentials into the phone itself. Configuring Option 120 Note: Configuring the DHCP service can have undesirable effects on the network if errors are made. Check with the network administrator before continuing if you are unsure of any of the steps that follow. Note: You will only need to configure Option 120 if your network utilizes a separate DHCP server, i.e. not the SCS s own onboard DHCP service. The SCS onboard DHCP will be preconfigured to supply this information, so extra configuration will not be necessary in circumstances where the SCS provides DNS. 1. Log in to the DHCP server. 2. Open the DHCP management application. 3. Expand the domain in which the SCS is situated. 4. Right-click on the domain and select Set Predefined Options. NN Issue 1.3 SCS 4.0

14 Configuring the Avaya 3456 UC Client 5. Click on Add. 6. In the dialogue box that opens, enter the following credentials: Name SIP Server Data Type String NN Issue 1.3 SCS

15 Configuring the Avaya 3455 UC Client Code 120 Description SIP Server Location Click OK. 7. Now enter the location details of the SCS in the String field. The string should be entered as follows: where host.domain is the host and domain name of your SCS system. 8. Click OK. DHCP Option 120 is now configured. All 3456 softphones that join your network will be pointed to the specified SCS server for user configuration. Now create a phone profile on the SCS. NN Issue 1.3 SCS 4.0

16 Configuring the Avaya 3456 UC Client Creating a Phone Profile on the SCS Note: Phone profiles must be attached to user accounts in order for the provisioning process to work. Ensure that a user account has been created before following these steps. See Configuring User Profiles for help creating a new user profile. The process used when associating a user account with the 3456 UC Client is similar to that employed when configuring profiles for physical sets (see Configuring Polycom Soundpoint Series IP Phones and Configuring Avaya 12x0 Series IP Phones). Essentially, the process involves matching the user account with a phone profile and then sending that combined information to a location where it can be read by the phone during registration. To create the phone profile: 1. Open the Users menu and select Users. 2. Select the user account that will be registered to the phone by clicking on a user ID. (For more on creating user accounts see Configuring User Profiles.). To select the account, click on the name/extension link. 3. Click on Phones on the left-hand side of the screen. NN Issue 1.3 SCS

17 Configuring the Avaya 3455 UC Client 4. At the top of the screen you will see a Shared check-box. This function allows calls to be shared between physical phones associated with the user s account. This is a setting that is only applicable to 12x0 series IP phones and Polycom SoundPoint phones. Ignore this check-box when configuring the Open the Add new phone drop-down menu and select Avaya 3456 UC Client. 6. A MAC address is not required when creating a 3456 profile, although you will need to populate the serial number field with an identifier of some kind in order to create the profile it is suggested that you enter the user s User ID. NN Issue 1.3 SCS 4.0

18 Configuring the Avaya 3456 UC Client 7. If necessary, enter a description of the phone and enter a group name if the phone is to belong to a specific configuration group Phone Groups are used to simply configuration across groups of the same phone type, see Configuring Avaya 12x0 Series IP Phones for information on Phone Groups. Click OK when you are ready to continue. 8. Now create the configuration file by ticking the phone s check-box and clicking the Send Profiles button. 9. Click OK to confirm sending the profile. 10. The profile is now created and ready for collection by the softphone. You can check this by clicking on the phone s MAC address to re-enter the phone details screen. You will see a.ini file on the right-hand side of the screen. NN Issue 1.3 SCS

19 Configuring the Avaya 3455 UC Client You do not need to do anything with this file, the 3456 will collect it when it registers to the SCS. Next start the Resgistering the 3456 Once a profile has been configured on the SCS the softphone can be started, at which point it will gather the profile. To register the 3456: 1. Open the Start menu and navigate to All Programs > Avaya 3456 UC Client > Avaya 3456 UC Client. The soft client will load. 2. As the client loads it will search for a server connection. You will have to supply the user credentials it needs in order to authenticate. 3. When the server login screen appears, enter the username for the account holder as it appears in their user account on the SCS, followed by their login PIN. NN Issue 1.3 SCS 4.0

20 Configuring the Avaya 3456 UC Client 4. Click the Sign in button when you are ready to continue. The phone will download the configuration file that was created when you defined the phone profile in the SCS interface. If registration to the SCS is successful, the phone will load and you will see a ready screen. The phone is now ready to use. If the details you entered are incorrect, or if the soft client is unable to register to the SCS, an error message will appear in the login window. During registration the soft client will also gather other settings such as XMPP chat credentials and Phonebook entries if these facilities are active on the user account. Busy Lamp Field (BLF) and Workgroups The 3456 comes equipped with a Workgroup utility that allows users to view the status of any contacts they have configured in their SCS speed dial list (see the End User guide). When they log in to the softphone the Workgroups window will open automatically. Note: BLF will only function for the first listed account in circumstances where multiple accounts are configured on the phone. The information required to make this utility work is acquired during provisioning (if Presence-enabled speed dials have been configured against the user account). As the Administrator you will not need to configure any extra 3456 settings for this to work. However, during manual account NN Issue 1.3 SCS

21 Configuring the Avaya 3455 UC Client configuration (when provisioning is not used at all), you will need to configure certain settings for this feature to work. See Manually Configuring Busy Lamp Field (BLF) and Workgroups later in this guide for more information. Semi-Automatic Provisioning If it is the case that you cannot configure Option 120 on your DHCP server, or indeed if there is no DHCP server, you can still make use of the SCS provisioning service. Instead of relying on DHCP to point the softphone in the direction of the SCS, you will have to enter the location manually. In this section you will learn how to: Create a 3456 phone profile on the SCS Manually configure the location of the SCS Connect the 3456 and retrieve the phone profile Creating a Phone Profile on the SCS Note: Phone profiles must be associated with user accounts in order for the provisioning process to work. Ensure that a user account has been created before following these steps. See Configuring User Profiles for help creating a new user profile. The process used when associating a user account with the 3456 UC Client is similar to that employed when configuring profiles for physical sets (see Configuring Polycom Soundpoint Series IP Phones and Configuring Avaya 12x0 Series IP Phones). Essentially, the process involves matching the user account with a phone profile and then sending that combined information to a location where it can be read by the client during registration. To create the profile: 1. Open the Users menu and select Users. 2. Select a user account by clicking on a user ID. NN Issue 1.3 SCS 4.0

22 Configuring the Avaya 3456 UC Client 3. Click on Phones on the left-hand side of the screen. 4. At the top of the screen you will see a Shared check-box. This function allows calls to be shared between physical phones associated with the user s account. This is a setting that is only applicable to 12x0 series IP phones and Polycom SoundPoint phones. Ignore this check-box when configuring the Open the Add new phone drop-down menu and select Avaya 3456 UC Client. NN Issue 1.3 SCS

23 Configuring the Avaya 3455 UC Client 6. A MAC address is not required when creating a 3456 profile, although you will need to populate the serial number field with an identifier of some kind in order to create the profile. 7. If necessary, enter a description of the phone and enter a group name if the phone is to belong to a specific configuration group Phone Groups simplify the process of assigning settings across groups of the same phone type, see Configuring Avaya 12x0 Series IP Phones for information on Phone Groups. Click OK when you are ready to continue. 8. Now create the configuration file by ticking the phone s check-box and clicking the Send Profiles button. NN Issue 1.3 SCS 4.0

24 Configuring the Avaya 3456 UC Client 9. The profile is now created and ready for collection by the softphone. You can check this by clicking on the phone s MAC address to re-enter the phone details screen. You will see a.ini file on the right-hand side of the screen. You do not need to do anything with this file, the 3456 will collect it when it registers to the SCS. Next configure the 3456 with login and server details. Registering the 3456 Once a profile has been configured on the SCS the softphone can be connected to SCS, at which point it will gather the profile. To connect the 3456: 1. Open the Start menu and navigate to All Programs > Avaya 3456 UC Client > Avaya 3456 UC Client. The softphone will load. NN Issue 1.3 SCS

25 Configuring the Avaya 3455 UC Client 2. As the soft client loads it will search for a server connection. You will have to supply the credentials it needs in order to make the connection. 3. When the server login screen appears, enter the username for the account holder as it appears in their user profile on the SCS, followed by their login PIN. 4. Now enter the location of the SCS server (incidentally, this is the value that DHCP Option 120 would supply if it was configured). In the Server field enter the following: where host.domain.com is the fully qualified domain name of the SCS server. Note: If a user is assigned to a 3456 UC Client in the SCS, they can obtain the SCS server address by accessing the User Portal and clicking on the Phones link (see below). NN Issue 1.3 SCS 4.0

26 Configuring the Avaya 3456 UC Client 5. Click the Sign in button when you are ready to continue. The phone will download the configuration file associated with the user account that matches the sign in credentials supplied. If registration to the SCS is successful, the phone will load and you will see a ready screen. The phone is now ready to use. If the details you entered are incorrect, or if the client is unable to register, an error message will appear in the login window. Busy Lamp Field (BLF) and Workgroups The 3456 comes equipped with a Workgroup utility that allows users to view the status of any contacts they have configured in their SCS speed dial list (see the End User guide). When they log in to the softphone the Workgroups window will open automatically. Note: BLF will only function for the first listed account in circumstances where multiple accounts are configured on the phone. NN Issue 1.3 SCS

27 Configuring the Avaya 3455 UC Client The information required to make this utility work is acquired during provisioning, as the Administrator you will not need to configure any extra settings for this to work. However, during manual account configuration (when provisioning is not used at all), you will need to configure certain settings for this feature to work. See Manually Configuring Busy Lamp Field (BLF) and Workgroups later in this guide for more information. Manual Configuration In some circumstances it may be necessary to manually configure account information on the 3456 soft client. In such circumstances you will first need to disable the provisioning server, and then use the phone s account management utility to configure the user s SCS account settings. During this section, you will learn how to: Disable the provisioning server Locate a user s SIP password in the SCS interface Enter user credentials using the Account Management option Disabling the Provisioning Server The 3456 can be configured to gather account and configuration data from a central provisioning server. This feature has been designed to facilitate largescale rollouts of the phone across the enterprise infrastructure. When started for the first time, the application will request a user name, password, and SCS server location for quick and easy registration. In some instances it might not be possible to take advantage of the provisioning server option. This section will show you how to disable this particular function. 1. Click the Skip button. 2. Open the File menu and select Preferences. NN Issue 1.3 SCS 4.0

28 Configuring the Avaya 3456 UC Client 3. Click on the Advanced button, located at the bottom of the window. 4. The lower third of the Advanced window deals with Login Server settings. Select the No login server is available radio button. 5. Click the OK button. Server login at startup is now disabled. This function can be restarted at any time by returning to the Advanced settings window. NN Issue 1.3 SCS

29 Configuring the Avaya 3455 UC Client Configuring Account Settings Note: Before attempting to configure SCS account settings on the 3456, ensure that a valid user profile exists on the SCS. The following section details the procedure used for configuring an SCS user profile on the soft client. You will need to know the following user and domain information: User SIP Address The user name of the SCS account holder in its full SIP address format, e.g., user@scshost.domain.com SIP Password the password used by the user profile to initiate communication. This password is usually generated automatically by the SCS during profile creation, for instructions on retrieving the SIP password from the SCS read the next section, Locating the SIP Password. Domain Name - the SCS server s domain name. If the user does not already have a profile configured on the SCS server, you will need to create a new profile before continuing. See the Configuring User Profiles guide for full instructions on how to create a new profile. Locating the SIP Password Note: You will need superadmin user privileges to access the SCS system administrator portal. In order to successfully configure a link between the 3456 and the SCS server, you will need to supply the phone with a SIP user name and password. Typically, the SIP user name is made up of the SCS User ID and the host and domain name, similar to an address: mikes@scshost.domain.com Note: If DNS SRV records are utilized on the network then the domain will not require the hostname, e.g., mikes@domaincom. The SIP password is slightly harder to find. The SIP password is used to register the user s phone with the SIP proxy, and it is therefore important it is a secure password. Because of this security requirement, the SCS automatically generates an alpha-numeric SIP password when an account is created. The password is then hidden from view when the account profile is opened for editing. To find out a user profile s SIP password: 1. Open a web browser and log in to the SCS administrator portal. See Configuring User Profiles. 2. Place the mouse pointer over the Users menu and then select Users. NN Issue 1.3 SCS 4.0

30 Configuring the Avaya 3456 UC Client 3. Select the required user profile from the list displayed on the screen. 4. The User Identification screen is displayed. By default, only basic settings are displayed. Click Show Advanced Settings. 5. The SIP Password is now displayed among the other settings. Highlight the password, right-click and select Copy. NN Issue 1.3 SCS

31 Configuring the Avaya 3455 UC Client 6. Open the 3456 and configure user credentials. Setting User Credentials 1. Open the File menu and select Account Settings. 2. A window showing configured accounts is displayed if this is the first time the application has been run, this window will be empty. Click the Add button and select New SIP Account. NN Issue 1.3 SCS 4.0

32 Configuring the Avaya 3456 UC Client 3. The new account window is displayed. Enter a name for the new account in the Account Name text box. The name can be anything you like, but it is recommended that you make the account easily identifiable, should you need to make any adjustments at a later date. 4. Enter the User ID. The User ID should consist of the User ID, as displayed in the User Identification screen in the SCS administrator s interface, the host name of the SCS server, and the domain name. For example: mikes@scshost.scsdomain.com. Note: If DNS SRV have been configured for the SCS then enter the domain name without the host name, e.g., mikes@scsdomain.com. NN Issue 1.3 SCS

33 Configuring the Avaya 3455 UC Client 5. Place the cursor in the Password text box, hold down CTRL and press V to paste the password you copied earlier from the SCS User Identification screen. 6. Enter the name you would like displayed on recipients phones when this user makes a call. 7. Ensure that the Register with domain and receive calls check-box is ticked. 8. Send outbound via: is set to Domain, by default. Depending on how the network is configured, you may need to change this setting. See the network administrator if your are unsure. NN Issue 1.3 SCS 4.0

34 Configuring the Avaya 3456 UC Client 9. Click the OK button 10. A window listing all configured accounts is displayed. Enable the new account by ticking the check-box in the Enable column. 11. Click the Apply button. After clicking Apply, the status column will read Ready. If Failed is displayed instead, check the account settings. 12. Click the OK button. The 3456 is now ready to use. Test the connection to the SCS by calling the auto attendant - extension 100 by default. If the auto attendant answers then you have configured the account correctly. If the call does not complete, check the account settings. NN Issue 1.3 SCS

35 Configuring the Avaya 3455 UC Client Manually Configuring Busy Lamp Field (BLF) and Workgroups The 3456 comes equipped with a Workgroup utility that allows users to view the status of any contacts they have configured in their SCS speed dial list (see the End User guide). When they log in to the softphone the Workgroups window will open automatically. Note: BLF will only function for the first listed account in circumstances where multiple accounts are configured on the phone. The information required to make this utility work is acquired during automatic provisioning. However, during manual account configuration (when provisioning is not used at all), you will need to configure certain settings for this feature to work: To configure Workgroup settings: NN Issue 1.3 SCS 4.0

36 Configuring the Avaya 3456 UC Client 1. Open the File menu and select Account Settings. 2. Highlight the account that you would like to subscribe to the Workgroup and then click the Edit button. 3. Click on the Presence tab. NN Issue 1.3 SCS

37 Configuring the Avaya 3455 UC Client 4. This is the window where you enter the location of the Workgroup, which is essentially the SCS domain. If the provisioning server is used to configure your 3456 you will find that the Workgroup URL is already entered. In the absence of a provisioning service you will have to manually enter the URL in the following manner: sip:~~rl~c~username@host.domain.com where username is the user s SCS User ID, and host.domain.com is the fully qualified domain name of your SCS server. NN Issue 1.3 SCS 4.0

38 Configuring the Avaya 3456 UC Client 5. Tick the Start Workgroup when Client Starts check-box if you would like the Workgroup screen to start automatically when the 3456 starts. 6. Click Apply followed by OK. NN Issue 1.3 SCS

39 Configuring the Avaya 3455 UC Client 7. The Workgroup is now configured, to view it open the View menu and select Workgroup. The workgroup will open in a separate window and shows each contact s call status. Codec Selection During VoIP communication a device may use several different voice and video codecs. All devices in a call agree a set of codecs that can be used during the session, this allows them to switch to different codecs as network conditions dictate. Sometimes it may be necessary to adjust the preferred voice and video codecs utilized by the 3456, this can be done from within the administrator interface: 1. Open the Devices menu and select Phones. 2. Select a 3456 from the list of phones. 3. Click on the Codecs menu on the left-hand side of the screen. 4. The codecs screen consists of two lists for voice codecs and two lists for video codecs. The lists on the left side of the screen contain all available codecs, while the lists on the right contain those codecs currently selected for use with the NN Issue 1.3 SCS 4.0

40 Configuring the Avaya 3456 UC Client To add codecs from the Available to the Selected lists, highlight them and then click on the Select arrow. To select multiple codecs, hold down the CTRL key while clicking. To remove codecs, highlight in the Selected list and click the Deselect arrow. NN Issue 1.3 SCS

41 Configuring the Avaya 3455 UC Client 5. Selected codecs can be prioritized by moving them up and down the Selected list. Click on the codec you would like to move and then click on the Move up and Move down arrows. 6. Click Apply followed by OK. 7. Because an adjustment has been made to the phone profile, it will need to be sent for collection by the client at registration. Tick the phone s check-box and click the Send Profile button. NN Issue 1.3 SCS 4.0

42 Configuring the Avaya 3456 UC Client Voic Settings Note: Call forwarding to voic is controlled by the SCS. Ensure that voic has been activated on the SCS for the user in question. On systems that utilize the provisioning service the voic extension is included with the other account settings that the phone receives during provisioning, in which case you will not need to manually configure voic settings. If you manually configured account settings on the phone, read this short section to find out how to configure voic notification on the Open the Account Settings window by opening the File menu and selecting Account Settings. 2. Select the target user account by highlighting it and clicking the Edit button. NN Issue 1.3 SCS

43 Configuring the Avaya 3455 UC Client 3. The 3456 can check the SCS server for voic at regular intervals. To enable this feature tick the Check for voic check-box. 4. Enter the number of the voic service in the Number to dial for checking voic text box. Typically, the number users dial to access voic is 101, but this may have been changed by a system administrator. 5. All other voic functions are managed from the SCS user interface. Click OK to continue. Note: The Send Calls to Voic if Unanswered feature should remain NN Issue 1.3 SCS 4.0

44 Configuring the Avaya 3456 UC Client disabled since it interferes with the SCS s own voic and call forwarding timeout settings. 6. Click the Apply button. 7. Click the Close button. Dial Plans The preferred approach to directing incoming and outgoing calls within the SCS domain is to configure Dial Plans within the SCS administrative interface. Within an SCS dial plan you can configure the direction of calls based on the number of digits contained in a string and any prefixes contained in the number. For example, you could specify that all numbers starting with a prefix of 9 and of a certain digit length are outbound calls and should be directed to the PSTN gateway located at a certain IP address. Likewise, calls coming in can be directed to a specific user, hunt group, or auto attendant. Some complications may arise however when we introduce the 3456 s Click to Dial facility, due to the length and make-up of contact numbers within the Outlook contact list. You therefore need to find a way to format numbers before they leave the softphone and are passed to the SCS. For example: A customer has dial plans for local and long distance calls configured on the SCS. The local dial plan is configured to deal with numbers of seven digits with a prefix of 9. For example: NN Issue 1.3 SCS

45 Configuring the Avaya 3455 UC Client The long distance plan is configured to deal with ten digit numbers with a prefix of 91. For example: The customer wishes to use Click to Dial to dial contacts directly from the Outlook contact list. Problem: contacts within the Outlook contact list have been stored as ten digit numbers, whether they are local or long distance. 2 solutions: o Configure SCS dial plans to cater for all possible scenarios (complicated and time consuming) o Configure a dial plan directly within the softphone to enable it to format all numbers dialled either directly from the contact list or via the dial pad so that the SCS can interpret them and then utilize its local and long distance dial plans accordingly. A softphone dial plan is effectively a single string of patterns and rules that determine what should happen to dialled numbers in order to prep them for their journey to the SCS for processing. For example, the dial plan to deal with the scenario outlined above would look like this: xxx(xxxxxxxxxx(918xxxxxxx;match=2;pre= 91 ;match=3;prestrip=3;pre= 9 The sections divided by pipes (() are patterns, in other words, these are the digit scenarios that the softphone must look out for. The match section of the string is where the softphone finds instructions for each scenario. The dial rule quoted above translates in the following way: You can see from this example that although the dial plan is only one string it is capable of dealing with a number of scenarios. Other patterns and matches could be added to cater for a wider range of requirements, but in this instance all we are interested in is showing the softphone how to process numbers NN Issue 1.3 SCS 4.0

46 Configuring the Avaya 3456 UC Client dialled directly from the Outlook contact list using Click to Dial, or numbers dialled using the dial pad. Once prepared the digits will be passed to the SCS for further processing. To configure a dial plan on the 3456: 1. Open the File menu and select Account Settings. 2. Double-click on the account that you would like to edit. 3. Enter the desired dial plan string in the field at the bottom of the account profile screen. NN Issue 1.3 SCS

47 Configuring the Avaya 3455 UC Client 4. Click OK. 5. Click Close to exit the profile list and return to the main interface. The dial plan is now configured. All numbers dialled into the softphone or selected from the contact list will be processed according to the rules in the plan. XMPP Messaging Support The 3456 is capable of supporting a wide range of XMPP (Jabber) messaging accounts, for example the SCS s own IM service (see Configuring User Profiles for instructions on how to activate SCS users IM accounts and SCS IM Setup and Operation for guidance on how to configure and use an IM client with the SCS) Google Talk or Live Journal. Note: If the SCS Instant Messaging service has been enabled, and if the user s IM account has been enabled, SCS IM account settings will automatically be configured during startup if the 3456 client is registered using the SCS provisioning service. You will only need to manually configure IM settings if: SCS IM account settings are not configured automatically. An IM service other than the SCS IM service is being employed. To configure a chat account: 1. Open the File menu and select Account Settings. NN Issue 1.3 SCS 4.0

48 Configuring the Avaya 3456 UC Client 2. Click on Add and select New XMPP Account. 3. Enter a name for the new account, followed by the user s SCS IM contact address (Jabber ID) and password. Typically, the contact address is the user s User ID followed by the domain name of the SCS. In circumstances where DNS SRV records are not employed on the network, ensure that you include the SCS hostname for example: johnsmith@scshost.scsdomain.com NN Issue 1.3 SCS

49 Configuring the Avaya 3455 UC Client 4. Click OK. 5. The new XMPP account will appear in a list with all configured accounts, whether they are SIP or XMPP accounts. To enable the account, tick the corresponding check-box and then click the Apply button. 6. Click OK. The messaging account is now active. Once a chat account has been configured the user s IM contact list will be displayed in the 3456 s contact list. NN Issue 1.3 SCS 4.0

50 Configuring the Avaya 3456 UC Client To send a chat message, right-click on a contact and select Send Instant Message. Disabling ICE (Internet Connectivity Establishment) ICE is a NAT traversal method that can be used to effect traversal across a wide range of firewalls using different NAT techniques. Because the SCS comes equipped with its own NAT traversal system a conflict can occur if ICE is left enabled on your You will therefore need to disable ICE to avoid connectivity issues: 1. From the 3456 interface open the File menu and select Account Settings. NN Issue 1.3 SCS

51 Configuring the Avaya 3455 UC Client 2. Select a user account by clicking on it and then click the Edit button. 3. Click on the Topology tab. NN Issue 1.3 SCS 4.0

52 Configuring the Avaya 3456 UC Client 4. On some versions of the application ICE is disabled by default. If the check-box is ticked you will need to untick it. NN Issue 1.3 SCS

53 Configuring the Avaya 3455 UC Client 5. Click OK to continue. 6. Click OK to close the Account Settings window. Call Record The 3456 provides a call record feature that users can use to record calls. This features is enabled by default but can be disabled from the phone s configuration page in the SCS interface. 1. From the Phone list (Devices>Phones) select a 3456 soft client. 2. Click on the Provisioning menu on the left-hand side of the screen. 3. To disable Call Record, deselect the Call Record check-box. 4. Click Apply followed by OK to confirm the new setting. 5. Tick the check-box of the phone in question and then click the Send Profile button. NN Issue 1.3 SCS 4.0

54 Configuring the Avaya 3456 UC Client The next time the soft client registers it will gather the new setting. Other Features and Functions Please see the SCS End User guide for information and instructions concerning user features and functions of the 3456 softphone, such as: Making and receiving calls Transferring calls Speed dials and Busy Lamp Field (BLF) Conference calls Video calls Contact lists Accessing voic Automatic Updates The 3456 will regularly check for updates to ensure you are running the most up-to-date version of the software. When an update is available, you will see the update icon appear at the top-right hand corner of the phone. To update your software: 1. Click on the update icon. NN Issue 1.3 SCS

55 Configuring the Avaya 3455 UC Client 2. A popup window is displayed. Click on the Download Now button. 3. A download message appears while the files are transferred. 4. When the download is complete, click the Install Now button. 5. Click Yes to confirm the upgrade. 6. The update is installed. Once installation is complete, the soft phone will restart. NN Issue 1.3 SCS 4.0

56 Configuring the Avaya 3456 UC Client Avaya Documentation Links SCS 4.0 Configuring User Profiles Task Based Guide SCS 4.0 System Configuration Task Based Guide SCS 4.0 Voic Configuration Task Based Guide SCS 4.0 End User Task Based Guide SCS 4.0 Troubleshooting Task Based Guide NN Issue 1.3 SCS