voipoffice communicator user...

VoIPOffice Communicator User Guide


Introduction VoIPOffice Communicator is a computer application that turns your PC into a powerful unified communications tool. It provides VoIPOffice users with a number of additional features. These include a softphone (including video phone), presence, on-screen notification of inbound calls, instant messaging, ‘click- to-dial’, CRM integration, call management, voicemail management and the ability to send and receive faxes. As well as being a softphone in its own right, the software also works seamlessly with any desk IP phone and provides an easy way to place, receive and manage your calls.

Communicator integrates with a wide range of popular business software, contact management tools and web browsers, including Microsoft Outlook, Google Contacts, Apple Address Book, Microsoft Internet Explorer, Mozilla Firefox, Google Chrome and Apple Safari. VoIPOffice Communicator is available in different versions to perfectly suit your needs: • Business • Agent - Call Centre • Supervisor - Call Centre

While every effort is made to represent the full and current functionality, software is subject to

change and Telappliant reserve the right to make changes to the software.


Contents

1. Installation .................................................................................................................................. 3 1.1 Windows ................................................................................................................................. 3 1.2 Mac OS X ................................................................................................................................. 4

2. Configuring VoIPOffice Communicator ....................................................................................... 5 2.1. Configuration file .................................................................................................................... 5

3. Manual Configuration ................................................................................................................. 6 3.1. Account details ........................................................................................................................ 6 3.2. Manually create profile ........................................................................................................... 6

4. Working with VoIPOffice Communicator .................................................................................... 8 4.1. Log in ....................................................................................................................................... 8 4.2. Main menus (Windows) .......................................................................................................... 9 4.3. Main menus (Mac OS X) ........................................................................................................ 11 4.4. Main VoIPOffice Communications Toolbar ........................................................................... 13 4.5. Quick List Icons ...................................................................................................................... 14 4.6. Main Window Lists ................................................................................................................ 15

5. VoIPOffice Communicator Modules ......................................................................................... 19 5.1. Phone Module ....................................................................................................................... 19 5.2. Phone Module ....................................................................................................................... 20 5.3. Group Chat Module .............................................................................................................. 20 5.4. Voice Conference Module .................................................................................................... 21 5.5. Voice Module ........................................................................................................................ 22 5.6. Channels Module .................................................................................................................. 23 5.7. Fax Module............................................................................................................................ 24

6. Chat Windows ........................................................................................................................... 25 6.1. Chat Windows Icons .............................................................................................................. 26 6.2. Invoking Actions Against Another User ................................................................................ 27

7. Preferences ............................................................................................................................... 28 7.1. General Preferences ............................................................................................................. 28 7.2. Phone Preferences ................................................................................................................ 30 7.3. Video Preferences ................................................................................................................. 32 7.4. Contacts Preferences ............................................................................................................ 33 7.5. CRM Preferences ................................................................................................................... 34 7.6. Alerts Preferences ................................................................................................................. 35 7.7. Chat Preferences ................................................................................................................... 36 7.8. Profile Preferences ................................................................................................................ 37 7.9. Advanced Preferences .............................................................................................................. 38


1. Installation Installation procedures are slightly different on each supported operating system. Please follow the installation instructions for your specific operating system.

1.1 Windows • After the download has finished, click on the icon to start the installation

• The ‘Welcome’ window starts the installation process. Click on the ‘Next’ button to proceed with the installation or click on the ‘Cancel’ button to exit the Installation Wizard.

• Read the license agreement and select 'I agree' to accept it. Then click on the ‘Next’ button to proceed with the installation (or click on the ‘Cancel’ button to exit the Installation Wizard).

• The ‘Installation Folder’ screen enables you to set the default location where the VoIPOffice Communicator installation will reside. By default C:\Program Files\Telappliant\VoIPOffice Communicator is offered. To select a different location, click on the ‘Change’ button. Then click on the ‘Next’ button to proceed.

• The ‘Shortcut Folder’ screen sets the way the new VoIPOffice Communicator shortcut will be displayed under the Windows Start menu. Select the preferred shortcut and click on the

• ‘Next’ button to proceed.

• The ‘Install WinPcap’ screen offers an option to install additional software called WinPcap.

• This software helps VoIPOffice Communicator to identify and configure Polycom IP phones.

o If you have a Polycom IP phone: check the ‘Install WinPcap’ box and click on the ‘Next’ button to proceed.

o If you do not have a Polycom IP phone: you do not need to install WinPcap. Other brands of IP phone will be detected and configured automatically. Ensure the ‘Install WinPcap’ box is left unchecked and click on the ‘Next’ button to proceed.

• The ‘Ready to Install’ screen summarises the VoIPOffice Communicator Installation Wizard steps and displays all of the selected options. If you agree with these selections, click on the ‘Next’ button to proceed.

• The ‘Installing VoIPOffice Communicator’ screen shows the installation progress. It takes about 20 seconds to install VoIPOffice Communicator.

• If you chose to install WinPcap, the WinPcap Installation Wizard will appear. Please follow these steps to complete the WinPcap installation:

o Click on the ‘Next’ button to start the WinPcap Installation Wizard.

o The ‘Welcome’ window starts the installation process. Click on the ‘Next’ button to proceed with the installation, click on the ‘Back’ button to go back to the previous step or click on the ‘Cancel’ button to exit the Installation Wizard (remember, you do not need to install WinPcap unless you have a Polycom IP phone).

o Read the WinPcap License Agreement and select ‘I agree’ to accept it.

o Check the 'Automatically start the WinPcap driver at boot time' box if you would like to start the WinPcap driver at your OS boot time (recommended).


o Click the ‘Install’ button to start the WinPcap installation.

o After a few seconds, an ‘Installation successful’ message will appear.

o Click on the ‘Finish’ button to close the WinPcap Installation Wizard.

• VoIPOffice Communicator will start automatically.

1.2 Mac OS X • After the download has finished, click on the VoIPOffice Communicator icon and drag it to

your Mac OS X ‘Applications’ folder.

• The installation process will be completed automatically. It takes about 20 seconds to install VoIPOffice Communicator.

• VoIPOffice Communicator is ready to use.


2. Configuring VoIPOffice Communicator

Users can configure VoIPOffice Communicator by either loading a configuration file or manually configuring the software.

2.1. Configuration file

• Make sure you have received your configuration file from your system administrator or account manager. This should have been sent to you as an email attachment.

o If the configuration file is compressed in a ZIP archive: use a compression utility to restore the file to its original state (most operating systems have a built in compression utility, or you can use a commercial utility such as WinZip).

• Click on the ‘Create a profile’ link in the VoIPOffice Communicator login window and the Profile Wizard welcome window will appear. Click on the ‘Next’ button to continue configuring your profile.

• The ‘Profile name’ screen asks you to enter a profile name, such as your first name. Enter a name and click on the ‘Next’ button.

• The ‘Config file’ screen enables you to configure VoIPOffice Communicator using your configuration file. Check the ‘Create profile using config file’ box.

• Enter the path to your configuration file or click on the ‘Browse’ button to browse to it.

• Click on the ‘Next’ button and follow any on-screen instructions.

• The ‘Summary’ screen summarises the Profile Wizard steps and displays all of the selected options. Click on the ‘Finish’ button to complete the configuration process.

• The VoIPOffice Communicator login window will re-appear with your profile loaded. You are now ready to log in.


3. Manual Configuration

3.1. Account details

• Make sure you have received your account details from your system administrator or account manager.

• Received details must include:

o Server address, for example: voip.telappliant.com or 134.23.211.23

o Your extension, for example: 1029

o Your extension secret or password, for example: 93sU2e_2% (please note that your extension secret is different to your voicemail PIN).

3.2. Manually create profile

• Click on the ‘Create a profile’ link in the VoIPOffice Communicator login window and the ‘Profile Wizard’ welcome window will appear. Click on the ‘Next’ button to continue configuring your profile.

• The ‘Profile name’ screen asks you to enter a profile name, such as your first name. Enter a name and click on the ‘Next’ button.

• The ‘Config file’ screen enables you to configure VoIPOffice Communicator using your configuration file. You do not have a configuration file, so leave the box unchecked and click on the ‘Next’ button.

• The ‘Account details’ screen enables you to specify your VoIPOffice account server, extension and secret. Fill in these fields, and then click on the ‘Next’ button.


• The ‘Type of account’ screen enables you to select whether the extension you provided is specifically for use with VoIPOffice Communicator, whether it is a Polycom desk IP phone account or whether it is another brand of desk IP phone account.

o If you do not have a desk IP phone and plan to use VoIPOffice Communicator as a softphone: select ‘VoIPOffice Communicator softphone account ‘and click on the ‘Next’ button.

o If you have a Polycom desk IP phone that you would like VoIPOffice Communicator to integrate with: select ‘Polycom Desk Phone account’ and click on the ‘Next’ button.

o If you have any other brand of desk IP phone that you would like VoIPOffice Communicator to integrate with: select ‘Desk Phone account’ and click on the ‘Next’ button’.

• The ‘Summary’ screen summarises the Profile Wizard steps and displays all of the selected options.

o If you agree with these selections: click on the ‘Finish’ button to complete the configuration process.

o If you disagree with any of these selections: click on the ‘Back’ button to make any changes, and then click on the ‘Finish’ button to complete the configuration process.

• The VoIPOffice Communicator login window will re-appear with your profile loaded. You are now ready to log in.


4. Working with VoIPOffice Communicator

4.1. Log in

The ‘Log in’ window enables you to log into your VoIPOffice account. You can also create, edit and remove VoIPOffice Communicator profiles.

• Profile

This drop-down menu enables to select one of the existing user profiles.

• Log In

This button will log you into your VoIPOffice account.

• Create profile

This link opens the VoIPOffice Communicator Profile Wizard, enabling you to create a new user profile.

• Edit profile

This link opens the VoIPOffice Communicator Profile Wizard, enabling you to edit an existing user profile.

• Remove profile

This link enables you to remove the existing user profile.

• Log In automatically on startup

When this box is checked, VoIPOffice Communicator will log you in automatically whenever the VoIPOffice Communicator application is launched.


4.2. Main menus (Windows)

The main menu bar appears across the top of the main VoIPOffice Communicator window, once you

have successfully logged into your VoIPOffice Communicator account. It provides access to many key

areas of the application.

File menu

• Log Out

Log out from active connection(s).

• Exit

Log out from active connection(s) and close the VoIPOffice Communicator application.

Tools menu

• Preferences

Open the VoIPOffice Communicator ‘Preferences’ (settings) window.

• Get web browser addons...

Install browser addons which allow users to select and dial a phone number directly from a

web page. Supported browsers: Internet Explorer, FireFox, Safari and Chrome.

View menu

• Chat History

Show the history of chat conversation with your contacts.

• Departments

Add a drop-down menu of company departments to the main VoIPOffice Communicator

window.

Contacts menu

• Sort contacts by status

Sort contacts according to status.

• Sort contacts alphabetically

Sort contacts in alphabetical order.

• Show only online users

Display only users that are currently online.

• Refresh

Refresh the contacts list.


Help menu

• Help

Open the online support documentation in a web browser.

• Check for updates

Check online for official product updates.

• Choose edition…

Select the edition of VoIPOffice Communicator you wish to use (according to your licence). If

you are unsure which edition you are licensed to use, please contact your Telappliant account

manager or customer services.

• About

Show information about the currently installed version of VoIPOffice Communicator.


4.3. Main menus (Mac OS X)

The main menu bar appears across the top of the main VoIPOffice Communicator window, once you

have successfully logged into your VoIPOffice Communicator account. It provides access to many key

areas of the application.

VoIPOffice Communicator menu

• About VoIPOffice Communicator

Show information about the currently installed version of VoIPOffice Communicator.

• Preferences

Open the VoIPOffice Communicator Preferences (settings) window.

• Services

Open Mac OS X Services and keyboard shortcuts.

• Hide VoIPOffice Communicator

Make the VoIPOffice Communicator windows disappear from your screen.

• Hide Others

Make all other visible applications disappear from your screen.

• Show All

Show all applications

• Quit VoIPOffice Communicator

Log out from active connection(s) and close the VoIPOffice Communicator application.

File menu

• Log Out

Log out from active connection(s).

Tools menu

• Get web browser addons...

Install browser addons which allow users to select and dial a phone number directly from a web page. Supported browsers: Internet Explorer, FireFox, Safari and Chrome.


View menu

• Chat History

Show the history of chat conversations with your contacts.

• Departments

Show a list of company departments.

• Received faxes

Show a list of received faxes. From the list of received faxes, select one and click to download that fax in a PDF format.

Contacts menu

• Sort contacts by status

Sort contacts according to status.

• Sort contacts alphabetically

Sort contacts in alphabetical order.

• Show only online users

Display only users that are currently online.

• Refresh

Refresh the contacts list.

Help menu

• Help

Open the online support documentation in a web browser.

• Check for updates

Check online for official product updates.

• Choose edition…

Select the edition of VoIPOffice Communicator you wish to use (according to your licence). If you are unsure which edition you are licensed to use, please contact your Telappliant account manager or customer services.


4.4. Main VoIPOffice Communications Toolbar

The main VoIPOffice Communicator toolbar shows your profile name, image, current status and

whether you have any missed calls. Importantly, it also enables you to open the VoIPOffice

Communicator modules and other key areas of the application.

• Profile image

The photograph or avatar displayed on your user profile. To change your profile image, double-click on the image to open a ‘Browse’ window, and then browse to any .gif, .jpg or .png file.

• Profile name

Your VoIPOffice Communicator profile name, as selected when you created our profile. To change your profile name, edit your profile by launching the Profile Wizard from either VoIPOffice Communicator’s ‘Log in’ or ‘Preferences’ window.

• Missed Calls

Displays the number of missed calls. Click on the ‘Missed calls’ message to open the ‘Missed

calls’ tab and display additional information.

• Status and status message

Displays your current status. To change your status, click on the icon and select from a list that includes ‘Online’, ‘Busy’, ‘Do not Disturb’, ‘Away’ and ‘Offline’. To add a personal status message (or change your profile image), select ‘My settings and status’.

• Phone

Opens the Softphone module next to the main VoIPOffice Communicator window.

• Group Chat

Opens the Group Chat module next to the main VoIPOffice Communicator window.

• Voice Conference

Opens the Voice Conference module next to the main VoIPOffice Communicator window.

• Voicemail

Opens the Voicemail module next to the main VoIPOffice Communicator window. This icon will blink if you have any new unread voicemail messages.

• Channels

Opens the 'Channels' module next to the main VoIPOffice Communicator window.

• Fax

Offers a choice to send a new fax or view received faxes.


• Show video window

Opens a webcam preview window.

• Camera

Opens a Surveillance Camera preview window. This option will only be visible if you have your camera set up correctly within the ‘Video’ area of the ‘Preferences’ window.

• Search

Opens a Search panel below the toolbar, enabling you to search for contacts.

• Settings

Opens the Preferences window.

• Help

Opens online help documentation in your default web browser.

4.5. Quick List Icons

Quick list icons appear at the bottom of the main VoIPOffice Communicator window and enable you

to quickly move between the ‘Directory’, ‘Contacts’, ‘Favourites’ and ‘Recent’ lists.

• Directory

Switch to ‘Directory’ view to display a list of all VoIPOffice Communicator contacts.

• Contacts

Switch to ‘Contacts’ view to display a list of all saved and imported contacts.

• Favourites

Switch to ‘Favourites’ view to display a list of all contacts that you selected as ‘favourites’.

• Recent

Switch to ‘Recent’ view to display a log of all recent calls (dialled, received and missed).


4.6. Main Window Lists

Directory List

The ‘Directory’ list is a list of all VoIPOffice Communicator contacts. Contacts within your

organisation will automatically appear in this list.

• If a contact appears with a purple star, the contact has been selected as one of your ‘favourites’ (to select a contact as a favourite, right-click the contact and select ‘Add to favourites’).

• If a contact appears with a green telephone, the contact is ‘present’ – at his desk and available for you to call or message.

• If a contact appears with a red telephone, the contact is not ‘present’ – away from his desk, on a call or otherwise unavailable.

• Double-click a contact to either call or instant message the contact (depending on which preferences you have set).

• Drag a contact onto an open module to perform a particular action with that contact.

• Right-click a contact to perform one of the following operations (depending on the editions of VoIPOffice and VoIPOffice Communicator you are using):

o Call

o Video call

o Send email

o Block

o Voicemail

o Monitor

o Add to favourites

o View contact information

o View chat history

o Re-request subscription

• If you have enabled ‘Department view’ you will also see a drop-down menu of company departments. Selecting a department will narrow the list of contacts down to that department. Department view can be enabled under the ‘View’ menu.


Contacts List

The ‘Contacts’ list is a list of all saved and imported contacts, broken down by source (e.g. Outlook or Google Contacts).

• Within the Contacts list, tabs are used to display contacts you have imported from email or contact management tools (such as Microsoft Outlook, Google Contacts or Apple Address book). The first of these tabs displays a master list of all saved and imported contacts, regardless of their origin.

• Double-click a contact to either call or chat (‘instant message’) the contact (depending on which preferences you have set).



o Call

o Video call

o Send email

o Block

o Voicemail

o Monitor

o Add to favourites


o View chat history



Favourites List

The ‘Favourites’ list is a list of all contacts that you selected as ‘favourites’ (to select a contact as a favourite, right-click the contact and select ‘Add to favourites’).

• If a contact appears with a green telephone, the contact is ‘present’ – at his desk and available for you to call or message.

• If a contact appears with a red telephone, the contact is not ‘present’ – away from his desk, on a call or otherwise unavailable.

• Double-click a contact to either call or chat (‘instant message’) the contact (depending on which preferences you have set).



o Call

o Video call

o Send email

o Block

o Voicemail

o Monitor

o Add to favourites


o View chat history


• If you have enabled ‘Department view’ you will also see a drop-down menu of company departments. Selecting a department will narrow the list of contacts down to that department. Department view can be enabled under the ‘View’ menu.


Recent List

The ‘Recent’ list is a log of all recent calls (dialled, received and missed).

• Within the Recent list, tabs are used to display contacts you have recently dialled, received calls from and missed calls from.

• Double-click a number to call it.

• Right-click a number to call or video call the number (video calling will only be available for VoIP numbers on a compatible network).

• To clear your call history, click on the ‘X’. This will clear details of all dialled, received and missed calls.


5. VoIPOffice Communicator Modules

5.1. Phone Module

The Phone module enables you to place audio or video calls to your contacts, or dial any telephone number. Calls can be made using your desk IP phone or the built-in softphone. When using your desk IP phone, the handset will ring when you place the call. The call will be initiated when you pick up the handset.

• The blue or red circle shows the Phone module connection status, if a blue circle is shown then

the Phone module is connected and you can place calls. If a red circle is shown then the Phone module is not connected and you are unable to place a call, in that case you should contact your administrator.

• Drag and drop contacts onto the Phone module to instantly call them.

• Alternatively, use the on-screen keypad or your computer keyboard for entering phone numbers.

• Adjust the speaker volume by moving the speaker volume slider up or down. Do not increase the volume more than is needed because it can induce hearing loss.

• Adjust the microphone volume by moving the microphone volume the slider up or down.

• When a phone number is entered, click on the ‘Call’ icon to place a call.

• When a phone number is entered, click on the ‘Video’ button to start a video call.

• Click on the ‘Redial’ button to redial the last dialled contact or phone number.

• When a new voicemail message is available, the ‘Voicemail’ icon will flash. Click on the

‘Voicemail’ icon to check, listen to and manage your voicemails.

• The ‘Attach’ (paperclip) icon is used to attach the Phone module to the main VoIPOffice

Communicator window.

• Select your audio device allows you to control the audio settings for your calls.


5.2. Phone Module

When an inbound call is presented a call pop up emerges from the tool bar.

The duration of this alert can be set in preferences.

5.3. Group Chat Module

The Group Chat module enables you to have ‘instant message’ on-screen chats with other VoIPOffice Communicator users.

• Drag and drop contacts onto the Group Chat module to begin a chat.

• To remove a contact, click on the ‘X’.

• Click on the ‘Start’ button to open a new ‘Chat’ window.

• Compose your message within the window and press the ‘Enter’ key on your keyboard to instantly send the message.

• Replies will appear beneath your message in the same window. Continue typing your responses within the window.

• Click on the ‘Close’ button to close the Chat window and stop Group Chat conversations.

• The ‘Attach’ (paperclip) icon is used to attach the Group Chat module to the main VoIPOffice Communicator window.


5.4. Voice Conference Module

The Voice Conference module enables you to initiate audio conferences with your contacts.

• Drag and drop contacts onto the Conference module to begin an audio conference.

• Click on the green ‘Plus’ icon to add a landline or mobile number to the conference.

• To remove a contact, click on the ‘X’.

• Select one of the available conference rooms from the drop-down menu.

• Click on the ‘Conference’ button to initiate the conference.

• Click on the ‘Close’ button to close the Conference module and end the conference.

• The ‘Attach’ (paperclip) icon is used to attach the Conference module to the main VoIPOffice Communicator window.


5.5. Voice Module

The Voicemail module enables you to manage and listen to your voicemail messages.

• If you have any new voicemail messages, they will appear under the ‘New messages’ tab.

• Click on a message, then perform one of the following actions:

o Click on the ‘Play’ icon to play the selected voicemail message.

While messages are playing, the ‘Play’ icon will change to a ‘Pause’ icon.

Click the ‘Pause’ icon to pause playback of the message.

o While messages are playing, you can jump to any part of the message by clicking on the playback bar that replaces the ‘Welcome to Voicemail’ message.

o Click on the ‘Delete’ icon to delete the selected voicemail message (please note, voicemail deletion is permanent).

o Click on the ‘Archive’ icon to move the selected voicemail message to the ‘Old messages’ tab.

o Click on the ‘Phone’ icon to call the contact that left the voicemail message.

• After a voicemail message has finished playing, a new window will pop up and ask whether you would like to delete the message, move it to ‘Old messages’, play the message again or call the contact that left the message.


5.6. Channels Module

The Channels module enables you to initiate an ‘instant message’ group chat with everybody in a particular department (or ‘channel’).

• Select one of the available channels from the drop-down menu.

• Click on the ‘Send message’ button to open a new chat window.

• Compose your message within the window and press the ‘Enter’ key on your keyboard to instantly send the message.

• Replies will appear beneath your message in the same window. Continue typing your responses within the window.

• Click on the ‘Close’ button to close the Channels module window and stop Group Chat conversation.

• The ‘Attach’ (paperclip) icon is used to attach the Conference module to the main VoIPOffice Communicator window.


5.7. Fax Module

The fax module enables you to send fax messages and manage your received fax messages.

Outgoing Faxes

• Enter the path or browse for the PDF file that you wish to send via fax.

• Enter number that you wish to send the fax to.

• Click on the ‘Send fax’ button to send the fax.

• Click on the ‘Close’ button to close the Fax module window.

• The ‘Show debug info’ button expands a debug info window below the Send fax window. This enables you to see the progress of your fax message and other helpful information.

Incoming Faxes

• If you have any new fax documents, they will appear here.

• Double-click the name of a fax document to open the document.

• Click on the ‘Refresh’ icon to refresh the list of incoming faxes.

• Click on the ‘Download’ icon to download selected fax files to your hard drive.

Note: the ability to send and receive faxes is not available by default and may require additional hardware and/or software. For further information, please contact your account manager or Telappliant customer services.


6. Chat Windows

‘Chat’ windows are where you can participate in real-time ‘instant chat’ conversations with one

more contacts.

Using Chat Windows

• There are a number of ways to open a chat window, such as opening the Group Chat module, double-clicking a contact (if you have configured VoIPOffice to open a chat window on a double-click) or right-clicking a contact and selecting ‘Chat’.

• Start typing your message and it will appear at the bottom of the window. When you have finished typing your message, hit the ‘Enter’ key on your keyboard to send it.

• Your message will then appear near the top of the window in a speech bubble, along with your profile image, your name and the time you sent the message.

• When your contact responds, his message will appear beneath yours (along with his profile image, name and the time he sent the message). You can then type another message to continue the conversation.

• At any time during a chat, you can drag additional contacts into the Chat window to include them.

• When you have finished chatting, close the Chat window to end the chat.


6.1. Chat Windows Icons

A row of icons appears at the very top of the Chat window. These enable you to perform additional

functions.

• The ‘Emoticon’ icon enables you to add emoticons (such as a happy or sad face) to your messages. You can also add emoticons by typing a keyboard shortcut such as ‘:-)’.

• The ‘Font’ icon enables you to change the look of messages in the Chat window by adjusting the font, font style and font colour. This does not change how your messages appear to your contacts – it only changes how they appear in your Chat window.

• The ‘Colour’ icon enables you to change the look of messages in the Chat window by adjusting the colour scheme. This does not change how your messages appear to your contacts – it only changes how they appear in your Chat window.

• The ‘Call’ icon enables you to place a call to somebody you are chatting with.

• The ‘Video call’ icon enables you to place a video call to somebody you are chatting with.

• The ‘Chat history’ icon enables you to view details of all your previous chats, including full transcripts. You can browse chats by contact, or search chat transcripts by keyword. You can also delete chats – either on an individual basis or in bulk.

• The ‘Show directory’ icon displays the Directory tab, so that you can drag additional contacts into a chat.


6.2. Invoking Actions Against Another User

The image above shows a user icon from the Directory display and the panel that appears as a result

of a right mouse click. Each event is directed towards the target extension. Items that are greyed out

are either not available on this install (e.g. Monitor) or not ‘in context’ e.g. if no call is present ‘call

pickup; is greyed out.

Most of the entries are self-explanatory but the following require some detail.

• Pickup Call – If a colleague’s extension is ringing the icon will show ‘red’. It’s assumed that the ringing alert can be heard. Clicking call pickup will move the call to your extension where you can answer it on behalf of the absent user.

• Ask for Attention. – You need to contact someone urgently when they are on a call. Invoking this command will cause a pop up on their PC and an audio alert.

• Call Monitor – Subject to a call monitoring license and permissions to monitor a target extension you can listen, intrude, or whisper (talk to only one party) on the call.

• Call On Available – If a colleague is on the phone and call on available is set, the system will alert you at the end of that call and ask if you want to be connected.


7. Preferences

7.1. General Preferences

The ‘General’ preferences screen can be used to configure basic VoIPOffice Communicator features such as launching the application at startup, checking for updates automatically and whether to initiate a call or chat when a contact is double-clicked.

1 Check for Updates Automatically

• Allows VoIPOffice Communicator to check for latest updates automatically.

2 Enable Logging

• Logs all SIP and PWProxy information.

3 Launch application at startup

• Allows VoIPOffice Communicator to startup automatically when the OS starts.


4 Online Users

• Define when your contacts are show as Online:

o Online on IM and Phone: shows only contacts who are logged into VoIPOffice Communicator and who are connected with their phone.

o Online on IM or Phone: shows only contacts who are logged into VoIPOffice Communicator or who are connected with their phone.

o Online on IM: shows only contacts who are logged into VoIPOffice Communicator.

o Online on Phone: shows only contact who are connected with their phone.

5 Language

• Select your language from the drop-down menu.

• Click on the ‘Add language’ button to add another language.

Note: Language changes require a restart of the VoIPOffice Communicator application.

6 Default contact double-click actions

• Select the action that will take place when you double-click a contact:

o Initiate a chat with the contact

o Initiate a call with the contact

7 Tray icon blink duration

• Set how long the VoIPOffice Communicator tray icon will blink to inform you of pending VoIPOffice Communicator notifications.


7.2. Phone Preferences

The ‘Phone’ preferences screen can be used to configure your basic phone settings.

1 ‘General’ tab

• Hide keypad after call is placed

After you place a call, the VoIPOffice Communicator Phone module will hide.

• Dynamic conferencing (softphone)

Choose whether to use system conferencing (the recommended option) or 3-way SIP conference calls.

2 ‘Dialling rules’ tab

• Set dialling rules for outbound calls. For example, if users copy and paste a phone number (from the clipboard) that starts with a ‘+’ symbol, it will be replaced with the international dialling code ‘00’


3 ‘Advanced’ tab

• Register every

Frequency (in seconds) VoIPOffice Communicator will re-register the SIP softphone.

• Local SIP port

Set which port to bind on locally (on the PC). Leave empty to use any available port.

• Logging level

Set the port logging level.

• Send keep-alives

Allows VoIPOffice Communicator to send SIP keep-alives to the server. Contact your system administrator for more information on this setting.


7.3. Video Preferences

The ‘Video’ preferences screen can be used to change video call resolution and configure IP surveillance cameras.

1 ‘Quality’ tab

• Resolution

Change the quality of your video (for example, in low bandwidth scenarios).

2 ‘Surveillance camera’ tab

• Enable surveillance camera

Enables you to view the video stream from your IP surveillance camera.

• Always on top

Always display the surveillance camera window above other windows.

• URL

The URL of your IP surveillance camera.


7.4. Contacts Preferences

The ‘Contacts’ preference screen can be used to import contacts into VoIPOffice Communicator.

1 Outlook

• Enable VoIPOffice Communicator plugin in Outlook

Enables you to make a call from within Microsoft Outlook using VoIPOffice Communicator.

• Enable adding of Outlook contacts

Displays your Outlook contacts in the VoIPOffice Communicator contact list.

2 Google

• Enable Google Contacts integration

Displays your Google contacts in the VoIPOffice Communicator contact list.

3 Proxy settings

• Select ‘Use proxy server’ and enter the proxy and port details if requested to do so by your administrator.


7.5. CRM Preferences

The ‘CRM’ preferences screen can be used to integrate VoIPOffice Communicator with your CRM software.

1 CRM Settings

• Popup on inbound calls

Select when you would like your CRM system to display information about inbound callers:

o I receive a call: info will pop up when you receive a call from a known contact. o I answer the call: info will pop up when you answer a call from a known contact. o Never: info will never pop up.

• Popup on outbound calls

Select when you would like your CRM system to display information about contacts you call:

o Call is started: info will pop up when you call a known contact. o Call is answered: info will pop up when your call is answered. o Never: info will never pop up.

2 SugarCRM

• Additional integration options are available for users of SugarCRM.


7.6. Alerts Preferences

The ‘Alerts’ preferences screen can be used to enable visual and audio notifications of activities.

1 Notifications

• Decide when VoIPOffice Communicator should send notifications

o Notify me when I receive a phone call. o Notify me when a contact comes online. o Notify me when I receive a new message. o Notify me when somebody joins a conference.

2 Notifications

• Play sound notifications when contacts sign in or new chat messages are received.

3 Notifications

• Automatically bring the VoIPOffice Communicator application to the foreground whenever a call is received or placed.


7.7. Chat Preferences

The ‘Chat’ preferences screen can be used to configure VoIPOffice Communicator’s Group Chat settings.

1 Automatically set status to Away when I am idle for:

• Specify after how long VoIPOffice Communicator should start showing your status as ‘Away’.

• This option is based on computer activity – if no activity takes place on your computer for number of minutes set, VoIPOffice Communicator will show your status as ‘Away’.

2 Show status change messages in Chat window

• If your status changes to ‘Away’ or ‘Busy’ during a chat, a message will displayed to contacts participating in the chat, for example ‘John Doe went away…’.


7.8. Profile Preferences

The ‘Profile’ preferences screen can be used to launch the Profile Wizard to create, edit and remove

VoIPOffice Communicator profiles.

• Use the ‘Add’ button to create a new profile with the Profile Wizard.

• Use the ‘Edit’ button to edit an existing profile with the Profile Wizard (you cannot be currently logged into the profile you wish to edit).

• Use the ‘Remove’ button to remove an existing profile from the list (you cannot be currently logged into the profile you wish to remove).


7.9. Advanced Preferences

The ‘Advanced’ preferences screen can be used to configure advanced VoIPOffice Communicator settings. As new features are added to VoIPOffice Communicator, additional advanced settings will be available on this screen.

1 Polycom

• Users of Polycom IP desk phones should enter their Polycom listening port.

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