Introduction Quick Reference Guide SoftPhone for Windows 7 SoftPhone is software that allows you to use your NASA phone number from your NASA-issued computer to place or/and receive calls. You can also access your voicemail messages through the computer. SoftPhone works from anywhere when teleworking, as long as you have a stable Internet connection and are fully on the NASA Network via HQ Virtual Private Network (VPN) access. Before using SoftPhone remotely, you must initialize the application by logging into it from the office. The SoftPhone server cannot be accessed using Secure Nomadic Access (SNA). You must use your NASA issued laptop, VPN software and your SecureID token. If you do not have a SecureID token or a laptop, please contact your IT POC. It is extremely important that you do NOT call 911 using SoftPhone. Because SoftPhone uses the NASA Headquarters (HQ) telephone infrastructure to identify the caller s location to emergency dispatchers (police, fire, etc.), your location will appear to be inside the HQ building not wherever you are physically (at home, in a hotel, or at some other location). You should always use a land line or a cell phone to dial 911 in the event of an emergency. SoftPhone Login First Time Use The password is given to users during SoftPhone training therefore you must attend a SoftPhone workshop to receive the password and obtain a headset. Use SATERN to register for SoftPhone training. https://satern.nasa.gov. 1. From the office while fully connected to the NASA servers, open the SoftPhone software by clicking the SoftPhone icon on your desktop. If the SoftPhone icon is not on your desktop, do the following: a. Click the Start Menu button, and type softphone in the Search field. A search result displays which is grouped by programs, control panel items, documents, pictures, videos and more. b. Click to select and open SoftPhone. The Personal Communicator window displays (shown below right). 2. Type your Agency UserID (AUID) in the User ID field. 3. Type your CallManager Temporary password in the Password field. Do not enable Automatically sign in. If you do, anyone could open the SoftPhone software on your computer and listen to your voicemail without entering a password. 4. Click the Change server drop-down arrow and enter the Login Server Name: NHQVPRE01 (shown below). 5. Click Sign In. The application opens. Your initial SoftPhone password is temporary. Follow the directions in the section entitled Change the CallManager Password on page 2 to create a new password. SoftPhone Login Remote Access 1. Log into HQ VPN using your NASA-issued laptop and SecureID. 2. Double-click the SoftPhone icon on your desktop to launch the software. The Personal Communicator window displays (shown above). 3. Type your Agency UserID (AUID) in the User ID field. 4. Type your password in the Password field. 5. Click Sign In. The application opens. For software training, contact the Computer Training Center (CTC) at 358-1111 or visit the CTC Web site at http://itcd.hq.nasa.gov/ctc.
SoftPhone for Windows 7 QRG Page 2 Log into CallManager Your SoftPhone and CallManager passwords are linked. If you used CallManager in the past, use the password provided in training to login. 1. Navigate to the CallManager Web site: https://nhqvpub01/ccmuser (shown right). 2. Enter your AUID login ID and your CallManager password. 3. Click Login. Change the CallManager Password Passwords need to be at least eight (8) characters, are case-sensitive and must contain three (3) of the four (4): uppercase letter, lowercase letter, number or special character. The passwords expire every 180 days. You will not be notified when it is time to change the password; if you do not change it within the 180 day period the password will expire. If it expires, contact the NASA Enterprise Help Desk. 1. Click User Options User Settings. The User Settings Configuration screen displays (shown right). 2. Under the Browser Password section, Current Password field, enter your temporary CallManager password provided in Training. 3. In the New Password field, enter a new password that complies with the requirements mentioned above. We recommend changing the SoftPhone password to your Network NDC password and, going forward, continue to change the SoftPhone password whenever you change your Network NDC password. 4. In the Confirm Password field, enter the new password a second time. 5. Click Save. Once saved, the Status will change to Update successful. 6. Click Logout when done. Forward Calls From CallManager 1. Logged into CallManager, click User Options Device Line Settings. The Line Settings Configuration screen displays (shown right). 2. Under the Incoming Call Forwarding section, select your forwarding preferences. Click the checkbox Forward all calls to and then select the radio button for: a. Voicemail or b. This number. Then enter the forward to number in the field provided. It is inappropriate to forward your NASA phone line to a non-nasa phone number that you do not have complete control over. NASA calls should never be answered by anyone other than a NASA employee. 3. Click Save. Once saved, the Status will change to Update successful. 4. Click Logout to exit CallManager. From SoftPhone Application 1. In the SoftPhone menu, click File Options Calls. The Calls Options dialog box displays. 2. Under the Call Forwarding section, click the radio button for Forward My Calls to then select one of the following: a. to Voicemail or b. to Another contact or number. When selecting this option, click Add and then enter the contact name or telephone number and click Forward. 3. Click OK to save your changes.
SoftPhone for Windows 7 QRG Page 3 Configure the SoftPhone Application Set up Your Headset Headsets are provided by the CTC during training for SoftPhone. Follow the steps below to configure the audio setting so SoftPhone will default to the headset microphone and speakers. 1. Insert the USB cable of the headset into any available USB port. 2. In the SoftPhone menu, click File Options Audio. The Audio Options dialog box displays (shown right). 3. In the Audio Devices section, select the USB headset for the Microphone, Speakers, and Ringtone fields (you must select for all three fields). 4. Click OK when done. Synchronize Your Voicemail Password 1. In the SoftPhone menu, click File Options Accounts. The Account Options dialog box displays (shown right). 2. In the Voicemail section, Username field, enter your SoftPhone username (your AUID). 3. In the Voicemail section, Password field, enter your SoftPhone Voicemail password. The SoftPhone voicemail password is supplied to users during training. Use SATERN to register for SoftPhone training. This password is a combination of your AUID user name and your telephone extension (without a space). 4. Click OK. You now can manage your voicemail through SoftPhone. See the section entitled Forward Calls for instructions to forward calls using the SoftPhone application options. Place Calls using SoftPhone Call a Coworker by Searching in the SoftPhone Directory 1. From the SoftPhone application window, click into the Search field (shown upper right) and type the first name, last name, or extension of the party. If the contact is not found click Directory Search. The Search Directory dialog box displays (shown lower right) with a search result. You can also click Contact Search Directory. The Search Directory dialog box displays (shown lower right). Type the first name, last name, or extension of the party and click Search. A search result displays. 2. Single click to select the appropriate name in the search result. If you double-click on the name, SoftPhone will begin a message chat. 3. To place the call, right-click on the name and click Call or click the Phone icon to the right of the name. The Active Conversation dialog box displays (shown below). The Active Conversation Dialog Box Icons Hover your mouse on the Active Call icon Click the Red Telephone icon to disconnect the call. and it will change to Hold. Click on Hold to place the active call on hold. Click it again to return to the call. Click Click the Volume icon to change the volume of the call. the Mute icon to mute the call.
SoftPhone for Windows 7 QRG Page 4 Call Using Your Personal Group 1. From your personal Group list, right-click a name and click Call or click the Phone icon to the right of the name to place a call. 2. Click to select the number to dial if there are multiple phone numbers associated with the party. The Active Conversation dialog box displays. 3. Click the Red Telephone icon to disconnect the call. Dial Directly 1. From the SoftPhone application window, click the Make new call icon (shown below). The Place a Call dialog box displays (shown right). 2. Enter the phone number using the Dialer. NOTE: Enter the number exactly as you would dial it from your desk phone. Dial 9 to get an outside line and 1 if dialing outside Washington, DC. Do not call 911 from SoftPhone. Calling 911 will dispatch emergency responders to the NASA HQ location. 3. Click Call in the Dialer to place the call. The Active Conversation dialog box displays. 4. Click the Red Telephone icon to disconnect the call. Merge Calls 1. Place the first call. 2. Hover your mouse on the Active Call icon and it will change to the Hold (shown below). 3. Click on Hold. 4. Make the second call. 5. To merge both calls into a single conversation, click the drop-down arrow on the second call and click Conference With. A list with the other active calls displays (shown right). 6. Click to select the line to be merged. The three parties will be in a single conversation. 7. Click the Red Telephone icon to disconnect the call. Conference Calls Create a Conference Call 1. Call the first participant. 2. From the active call, click the drop-down arrow and select Conference With Contact or press Control + M (shown right). The Audio Call dialog box displays (shown below). 3. In the Audio Call dialog box, enter a search term in the field provided and click Search. A search result displays.
SoftPhone for Windows 7 QRG Page 5 4. Click to select the name from the search result and click Add. The new participant will be added into the Active Conversation window. The searched party will be listed and ready for you to call them. Continue the steps above for each participant. 5. Once all participants have been added, click Call for the first participant. The number will be called. Do not click Join until you have spoken to the party and they agree to join the conference call. a. If the party agrees to join the conference call, click Join. b. If they do not want to join or you reach their voicemail, click Remove. 6. Click the Red Telephone icon to disconnect the call. Join a Teleconference 1. Dial the conference call number provided by the Host. Remember to dial 9 for an outside line and 1 for numbers outside Washington, D.C. 2. When you are connected to the teleconference and are prompted for the passcode, click the Open Keypad from within the call window (shown right) to enter the appropriate passcode. If desired, click joined. Mute to mute your headset once you have Working with Groups and Contact Cards To create frequently called lists, create personal Groups to store internal and external contact cards for quick access. When dialing directly or typing phone numbers on contact cards, always include 9 to get an outside line and 1 if the number is outside of Washington, D.C). See the sections entitled Dial Directly and Add External Contacts for instructions. You can also search within the NASA HQ directory to call internal NASA HQ personnel. Only NASA HQ personnel are included in the SoftPhone directory. To call NASA personnel at other centers, you must dial them directly. Creating Personal Groups 1. Click Contact Create New Group. The Create Group dialog box displays (shown below). 2. Type the group name in the Create Group field and click Create. The Group displays in the SoftPhone window (shown right).
SoftPhone for Windows 7 QRG Page 6 Add Contacts to Personal Groups The SoftPhone Directory contains NASA HQ personnel only. To contact someone at another NASA center, dial their full number or create a contact card in the software. The Contacts in the SoftPhone Directory are not the same as the contacts in your Outlook. These 2 services are unrelated. Add NASA HQ Contacts 1. Click Add Contact. The Add Contact dialog box displays (shown right). 2. Enter the first few characters or all of a full name, first name, last name, or phone number into the Search field. 3. Press Enter. A search result will display from both the Directory and the SoftPhone Call History. 4. Click to select a name displayed in the search results. 5. Select the appropriate Group from the Add to Group drop-down list. 6. Click Add. Add External Contacts 1. Click Add Contact. The Add Contact dialog box displays (shown above). 2. Click Create New Contact. The Create New Contact dialog box displays (shown right). 3. Type the external contact First Name, Last Names, Nickname and phone numbers, etc. in the fields provided. Even though you may be working remotely, the phone number is associated with the HQ building and is inside the NASA telephone switch. Enter the phone number exactly as you would dial it from your desk phone. Dial 9 to get an outside line and 1 if dialing outside Washington, DC. ( 9 + 1 + area code and phone number). There is no need to include commas, just type the numbers. 4. From the Add to Group drop-down list, select the appropriate Group in which to save the contact card. 5. Click Create.
SoftPhone for Windows 7 QRG Page 7 Voice Mail SoftPhone Conversation History contains chats, voice messages and calls. You can review old chats, listen to messages, and review conversation history. 1. Click the Conversation History icon (shown upper left) to view Chats, Voice messages, and Call History (shown lower right). 2. Click the Call Tab and click the Show drop-down arrow to select to show All, Today, Yesterday, Last 7 days, Last 10 days, Missed, Placed, Received, or Deleted calls. 3. Click the Voice Messages Tab and click a message to listen to it. 4. Right-click on a message to display the short-cut menu (shown below) which includes options to Place a Call, Send an Instant Message, Mark as New, View Contact Card or Delete. Instant Messages 1. Double-click the chat recipient s name either from a Directory search or your Personal Groups. The Instant Message window displays (shown right). 2. Type your message in the text field provided at the bottom of the Instant Message window. a. Click to format the text. b. Click to mark the Instant Message Urgent. c. Click to insert Emoticons in the Instant Message. 3. Press enter on the keyboard to send the Instant Message. SoftPhone Availability When logged into SoftPhone, you are automatically listed as Available. If someone is not logged into SoftPhone, they will display as Offline. user by clicking the phone icon. However, you can still call the
SoftPhone for Windows 7 QRG Page 8 Change Availability To change your Availability, click the drop-down arrow to select from the defaults: Available; Busy; Do Not Disturb; or Out of the Office. Edit Status Menu 1. Click the drop-down arrow to select Edit status menu The Edit Status Message window displays (shown right). 2. Click the drop down arrow in first field to select the appropriate status color: Green for Available, Yellow for Busy, and Red for Do Not Disturb. 3. Enter a text description in the text field and click Add. Your custom status will now be available in the list. To set the default Away status, let others know when you are on the phone, or change how the application behaves when your status is set to Do Not Disturb, click File Options Status. Make your adjustments and click OK. Exit SoftPhone Clicking the close icon in the SoftPhone window minimizes the window but does not log you out or close the application. 1. To Exit SoftPhone, click File Exit from the SoftPhone Menu bar. 2. You can also exit SoftPhone by right-clicking the SoftPhone icon in the System Tray and then click Exit.