Nortel Communication Server 1000 IP Softphone 3456 User Guide NN43080-100
Document status: Standard Document issue: 01.02 Document date: 12 June 2009 Product release: 6.0 Job function: Product Fundamentals Type: User Guide Language type: English Copyright © 2009 Nortel Networks. All rights reserved. While the information in this document is believed to be accurate and reliable, except as otherwise expressly agreed to in writing NORTEL PROVIDES THIS DOCUMENT “AS IS” WITHOUT WARRANTY OR CONDITION OF ANY KIND, EITHER EXPRESS OR IMPLIED.
Contents New in this release 5 Features 5 Other changes 5 Revision history 5 Welcome 6 Your new IP Softphone 3456 6 Requirements 7 Online help 7 Nortel preferred configurations 7 Related publications 7 Feature overview Starting up 8 Signing in 9 Screen layout 9 Making a call 10 Receiving calls 12 Placing calls on hold 13 Hold and resume 14 Mute 15 Call Transfers 15 Blind Transfer 16 Announced Transfer 18 Quick Transfer List 20 Contacts 24 Creating Contacts 24 Viewing Contacts 26 Dialling Contacts 27 C
-4Contents Voicemail Settings 32 Accessing Voicemail 34 Video Phone 34 Making a Video Call 35 Receiving a Video Call 36 Video Conferencing 36 Managing Conference Calls 37 Troubleshooting Configuration changes do not work 40 Call Detail Reporting 40 Nortel Communication Server 1000 IP Softphone 3456 User Guide NN43080-100 01.02 6.
New in this release The following sections detail what’s new in IP Softphone 3456 User Guide (NN43080100) for Nortel Communication Server 1000 Release 6.0: • Features (page 5) • Other changes (page 5) Features The IP Softphone 3456 User Guide (NN43080-100) is new for CS 1000 Release 6.0. Other changes Revision history June 2009 Standard 01.02. This documents reflects a change to Nortel preferred configuration list. June 2009 Standard 01.01.
Welcome This section introduces IP Softphone 3456 and describes the available features. Navigation • Your new IP Softphone 3456 (page 6) • Requirements (page 7) • Online help (page 7) • Nortel preferred configurations (page 7) • Related publications (page 7) Your new IP Softphone 3456 The current IP Softphone 3456 offering provides instant messaging, and voice and video communications.
-7Welcome Requirements The following basic hardware specification is required to operate the IP Softphone 3456: • 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 Depending on the configuration of your workstation or laptop, you may also need to obtain a microphone and speakers, or a USB headset with microphone.
Feature overview This section describes features that are available on the IP Softphone 3456.
-9Feature overview Signing in The IP Softphone 3456 should sign in to your SIP account automatically if your account has been correctly configured. In some circumstances (depending on how the system administrator has configured the softphone), you may be asked to authenticate to a login server during application start up. If you are unsure how to login, see your system administrator. Screen layout Before continuing, it would be worth spending some time on the interface layout.
- 10 Feature overview Making a call Calls can be made from the IP Softphone 3456 in a number of different ways. Users can make calls by double-clicking on any name in the contact list, by typing a number in using the keyboard and pressing Enter, or by opening the Nortel Communication Server 1000 IP Softphone 3456 User Guide NN43080-100 01.02 6.
- 11 Feature overview dial pad and using the mouse to click on the numbers required. The following instructions show you how to open the dial pad and dial a number using the mouse. 1 Click the dial pad button . 2 Using the mouse, click on the dial pad numbers that you would like to dial. The number appears on the display screen. 3 Click the dial button . End the call by clicking on Nortel Communication Server 1000 IP Softphone 3456 User Guide NN43080-100 01.02 6.
- 12 Feature overview Receiving calls When a call is received by the IP Softphone 3456, a number of things occur. First, the phone rings (if sound is enabled on your system); second, the caller’s number or ID is displayed on the IP Softphone 3456 display screen.
- 13 Feature overview To answer the call: • Click on the found on the IP Softphone 3456 interface. or • Click on the found on the desktop pop-up. To reject the call and forward it to your voicemail service (if configured), click on . Placing calls on hold Calls can be placed on hold at any time. When a call is on hold, you cannot hear the caller and they cannot hear you. When a call is on hold, the message ‘Call on hold’ is displayed on the screen and the hold button is highlighted.
- 14 Feature overview When a call is on hold, it is possible to make a second call by pressing the Start another call button . Hold and resume To place a call on hold, press the Hold button during the call. To resume the call, just press the Hold button again. Hold and open another call 1 During a call, press the Start another Call button opens in the interface window. 2 Dial the new recipient’s number. 3 Click the 4 To switch between calls, click on the tabs.
- 15 Feature overview Call waiting When you are on a call and another call comes in, the phone rings and the second call appears in a tab on the phone screen. To answer the call and place the current call on hold, click the new caller tab. The new call is answered when you click the tab, so there is no need to click the green answer button. Mute At any time during a call, you can mute your microphone so that the caller cannot hear what you are saying; you, however, are still be able to hear them.
- 16 Feature overview • Quick transfer – Pass the call straight to a number in your quick transfer list (more on this later in this section), or to your chosen Default quick transfer destination.
- 17 Feature overview 4 When prompted, enter the destination number using either the dial pad or the numeric keys on your keyboard. 5 Click the Transfer button. 6 The call is passed to the transfer destination and your phone hangs up. Nortel Communication Server 1000 IP Softphone 3456 User Guide NN43080-100 01.02 6.
- 18 Feature overview Announced Transfer An announced transfer is often seen as the preferred method of call transfer, because it enables you to find out whether the destination recipient is available and ready for the transfer or not. To perform an announced transfer: 1 Answer the call by pressing the button. 2 During the call, press the drop-down menu button located just to the right of the Default Transfer button (the transfer button only appears on phone display when an active call is in progress).
- 19 Feature overview 4 A new tab opens and the caller is placed on hold. Enter the transfer destination’s number. 5 Click the 6 When the recipient answers, announce the caller and then press the Transfer button. button. Note: If the recipient does not answer, you can return to the call originator by clicking the button to disconnect the second call (ensure that the second call tab is selected, otherwise you will disconnect the caller).
- 20 Feature overview 7 The call is transferred to the destination and your phone hangs up. Quick Transfer List A quick transfer list can be created to provide users with fast access to common transfer destinations – for example, a Personnel Assistant (PA) may require fast access to a select group of managers that they commonly field calls for. Once created, a quick transfer list can be accessed during an active call and the caller can be transferred quickly to any of the numbers.
- 21 Feature overview To create a quick transfer list: 1 From the main interface screen, open the File menu and select Preferences. 2 Click on the Quick Transfer button. Nortel Communication Server 1000 IP Softphone 3456 User Guide NN43080-100 01.02 6.
- 22 Feature overview 3 Click the Add button. Nortel Communication Server 1000 IP Softphone 3456 User Guide NN43080-100 01.02 6.
- 23 Feature overview 4 Enter the full name and phone number of the quick transfer contact. Note: To set this contact as the Default quick transfer contact (the number that calls are forwarded to if you click on the Default Transfer button ), select the check box. The default contact will appear with a checkmark next to it in the list of quick transfer numbers. 5 Click OK. 6 The new contact is displayed in the quick transfers list. Click OK to finish.
- 24 Feature overview 3 Select the name of the person to whom you would like to transfer the call. 4 The call is transferred and the phone hangs up. Contacts The lower half of the IP Softphone 3456 interface is dedicated to Contacts and call history (History). The following sections deal briefly with the principles of adding, viewing, and calling contacts.
- 25 Feature overview 2 Enter the name details of the contact and select a Group (for example, Work, Friends, etc). 3 In the lower half of the screen, select a contact type (for example., Home, Office, Softphone, etc) from the contact Method drop-down menus, and enter the contact’s phone number(s) in the corresponding Number/ Address field(s). Nortel Communication Server 1000 IP Softphone 3456 User Guide NN43080-100 01.02 6.
- 26 Feature overview 4 If you entered more than one contact number, open the top-right dropdown menu and select the preferred default contact method that will be used when you double-click on the contact’s name in the address book. Note: If you enter a softphone number, you have the option of viewing the contact’s availability. Select the Show this contact’s availability check box to enable this feature. 5 Click OK. Viewing Contacts Contacts are arranged into Groups in the Address Book panel.
- 27 Feature overview Dialling Contacts To dial a contact straight from your Address Book, either double-click on the contact’s name or, in cases where more than one number exists for the contact, single-click and then select the required location number from the profile bubble. Contacts can also be called by right-clicking on the contact in the Address Book and selecting Call Contact. Contact information stored in Microsoft Outlook 2003 can also be utilized by the IP Softphone 3456.
- 28 Feature overview Conference Calls There are two ways in which a conference call can be established on the IP Softphone 3456: • Start a conference while on a call by clicking the Conference button Add participants either by entering their number and clicking the button or by right-clicking on a contact in the Address Book and selecting Add to Conference. Nortel Communication Server 1000 IP Softphone 3456 User Guide NN43080-100 01.02 6.0 12 June 2009 Copyright © 2009 Nortel Networks .
- 29 Feature overview • Start or receive a call, open other calls using the Start Another Call button and then, once connected, click on the Conference All button. All active calls will be joined to one conference. Nortel Communication Server 1000 IP Softphone 3456 User Guide NN43080-100 01.02 6.
- 30 Feature overview Managing Conference Calls Removing Participants A participant can be removed from the conference call and placed into a separate call in the following way: 1 Open the drop-down menu found at the end of the participant’s details on the phone screen. 2 Choose between End Call (to end all communication with the caller) and Separate Call from Conference (to remove the caller from the conference but keep the caller on Hold in a separate tab).
- 31 Feature overview Disbanding Conferences To end a conference call, but keep all callers on separate ‘held’ lines in their own tab, open the Options menu, located benath the call display screen, and select Disband Conference. Each caller can be taken off Hold by clicking on the corresponding tab. Suspending a Conference Conferences can be suspended by clicking on the Hold button . Participants will have a hold icon next to their name on the display screen when a conference is suspended.
- 32 Feature overview Voicemail The IP Softphone 3456 can be configured to regularly check your CS 1000 voicemail box. Voicemail Settings Your voicemail account can be accessed by dialling the voicemail attendant’s extensions (101 by default), but unless configured to do so, the application does not automatically check for and notify you of new messages. To configure automatic checking and notifications: 1 From the main phone screen, open the File menu and select Account Settings.
- 33 Feature overview 3 Click on the Voicemail tab. 4 Select the Voicemail check box. 5 Enter the number you would normally dial to access the voicemail attendant in the Number to dial for checking mail text box (by default, the voicemail attendant’s extension is 101, check with your system administrator if you are unsure). Nortel Communication Server 1000 IP Softphone 3456 User Guide NN43080-100 01.02 6.
- 34 Feature overview 6 Click OK. 7 Click Apply. 8 Click Close. The IP Softphone 3456 is now configured to check the CS 1000 server for voicemail messages. When a message arrives, an envelope icon will appear on the interface. Accessing Voicemail Voicemail can be accessed from the IP Softphone 3456 in one of two ways: • dial the voicemail attendant extension (101 by default). • cli ck the envelope icon (the envelope icon only appears when there are unheard messages in your inbox).
- 35 Feature overview Making a Video Call To make a video call: 1 Click the Video button to open the video panel. 2 Enter the number of the person you would like to call and then click the Video Call button. Alternatively, right-click on a contact in the Address Book and select Video Call. Nortel Communication Server 1000 IP Softphone 3456 User Guide NN43080-100 01.02 6.
- 36 Feature overview Receiving a Video Call When you receive a video call, the video panel opens automatically when you answer the call and you are be able to see the caller using their own video. To start sending your video, click Start Video. Note: The caller and recipient can start or stop their video stream at any time during a call. Video Conferencing Note: The IP Softphone 3456 supports up to six video conference attendees.
- 37 Feature overview 4 Click the Conference All button to join all participants into one conference call. Managing Conference Calls Most conference controls, such as participant removal, suspend, and disband, are managed from the main phone interface during a video conference. Users can stop their own video output by clicking on the Stop my Video button found on the video panel.
- 38 Feature overview Disbanding Conferences To end a conference call, but keep all callers on separate ‘held’ lines in their own tab, open the Options menu, located beneath the call display screen, and select Disband Conference. Each caller can be taken off hold by clicking the corresponding tab. Nortel Communication Server 1000 IP Softphone 3456 User Guide NN43080-100 01.02 6.
- 39 Feature overview Suspending a Conference Conferences can be suspended by clicking the Hold button . Participants have a hold icon next to their name when a conference is suspended. Nortel Communication Server 1000 IP Softphone 3456 User Guide NN43080-100 01.02 6.
Troubleshooting This chapter describes various troubleshooting tips. Navigation • Configuration changes do not work (page 40) • Call Detail Reporting (page 40) Configuration changes do not work When making configuration or preference changes, you must first select the account to which to apply the changes. By default, the first account in the list is selected.
Nortel Communication Server 1000 IP Softphone 3456 User Guide Copyright © 2009 Nortel Networks. All Rights Reserved. Publication: NN43080-100 Document status: Standard Document issue: 01.02 Document date: 12 June 2009 Product release: 6.
