Desktop User Guide Tpx Communications

Desktop user guide tpx communications

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Getting Started 3
Contacts 4
Presence 6
Chat 7
Audio and Video Calls 8
Application or Desktop Sharing 13
My Room 13
Universal Search 15
Full Enterprise Directory 16
Call History 16
Highlight to Call 17
Emergency Calls 17
Password Change 17
Preferences 17
Uninstallation 23
Version Control/Upgrade 23
System Requirements 24
Troubleshooting 24
Appendix 27
Desktop User Guide 3
1 Getting Started
1.1 Installation
Download the UCx desktop client:
1.2 Sign in
When you first launch the application, you are prompted to sign in:
1 Enter your username and password (provided by your TPx PM or Administrator)
2 Select whether you would like UCx to remember your password
3 Select whether you would like UCx to sign you in automatically on subsequent launches
4 Click Sign In
1.3 Main Window
When you start UCx for the first time, your The following table describes the key icons used
Contacts list is empty. Use the Search in the Main window:
field to find people and add them to your
Contacts list. Contacts can also be added My Information View and update
manually by clicking the Add + icon. your information, for example, your
UCx uses tabs for new chat sessions. The presence, avatar, and location
Search field allows searching for contacts Contacts
by either name or telephone number. View your contacts
Add Chat Start an instant message
conversation with a selected
Call History
View previous calls
Dial Pad Make calls (it is integrated
My Room
This is your permanent
with the Main window)
communication room; Directory Searchable database of
participants can dial in
to your audio bridge all company contacts
Preferences Use for quick access
to preferences and Call Settings
such as Call Forwarding
Desktop User Guide 4
1.4 Communications Window
When you start a call, chat, or screen share, the Communications window opens up to the
right of the Main sidebar window. Here are the functions of the icons that generally appear
on the Communications window:
Voice Video Call from Screen
Search My Room Add Call Call Other Device Share Profile
Open in
2 Contacts
Contacts are the people with whom you communicate and, in most cases; you see their
presence and share your presence with them:
n Contacts Actual people with whom you communicate
n Groups Containers of contacts and/or conferences
There is no hard-coded limit on the number of contacts, however, the more contacts that are
added, the more memory and processing is needed and the more difficult it is to find people
without searching. Live search can be used instead of a very large local contact list and
automatically searches the entire company directory, while keeping local memory and processing
requirements to a minimum

2.1 Add Contacts
When you sign in for the first time, there are no contacts on your list. To add a new contact,
select Contacts > New Contact from the menu bar or click the + icon on the main
window. In the resulting tab, you can select to add a contact, group, or other items

Add Contact
In the New Contact tab, enter the contact’s information
and click Save. By default, your presence information
is always shared with a new contact if an Extensible
Messaging and Presence Protocol (XMPP) address is
provided and they will receive a buddy request from you

When receiving a buddy request, there are two buttons
for accepting and rejecting the request. Accepting the
request shares your presence and adds the initiator to
your contacts list. Rejecting the request will not share
your presence or add the initiator to your contacts list

Closing the buddy request window only ignores the
request for the duration of the login session. It reappears
after the next login

Desktop User Guide 5
You can always share your presence information later by selecting Subscribe on the right-
click menu for a specific contact in the contact/directory list. Note that the contact must
accept your subscription request for you to establish the presence relationship successfully

Add Group
In the New Contact Group tab, enter the group’s name and click Add to Contacts. Then
right click a desired contact, select Add to Group, then click the desired group name

2.2 Edit Contacts
To edit a contact, select the contact and right-click anywhere in the area of the selected
contact. A menu of options appears which allows you to either view or edit the contact
profile. If you are in View mode, click the Edit button to go to edit mode. Not all contact
card fields are editable

n Unsubscribe removes the presence relationship between you and that contact

This means you do not see the contact’s presence information and your contact
does not see yours. To re-establish the presence relationship, select Subscribe. An
unsubscribed contact remains on the contact list but is shown without an icon. Any
contact that is not presence-enabled is shown in the same way

n View Profile opens the Contact Information dialog box where you can add, edit, or
remove information. This works for both normal and conference contacts

n For groups, choose the Edit menu option to rename a group

Once done with all changes, click the Save button

2.3 Filters
You can filter contacts in two ways:
n Use the Search field to search by contact name. The
contact list is filtered in real time as you type

n Or right click the Contacts icon in the left pane to
display only specific types of contacts such as online
contacts. You can also sort contacts based on first or
last name or choose whether to display the contact’s
avatar and availability status in the contact list

When you make a contact one of your favorites, the
favorite group shows on top of the contact list. It can
be minimized by clicking the up arrow to the right of the
favorites group section. Other groups show below that
and function in the same manner

Desktop User Guide 6
3 Presence
Presence means that your friends can see whether you are available to communicate, e.g. “I’m
busy” or “I’m available”. For each contact you have subscribed to, you can see their presence

Similarly, your contacts can see your presence on their contact list

Automatic presence. This is the Available status where automated presence status
(e.g. In Call) overrides the Available status

Indicates that the user is online and ready for communication. It also can indicate the
contact is available on mobile UCx or a compatible desktop phone, and not UCx. This
status is used until you change it and automated presence status does not override

Indicates that (1) the user is online but has been idle or away from their computer for
more than ten minutes; or (2) only the mobile client is online and in the away status

Indicates that (1) the user is busy and does not want to be disturbed; (2) the contact
is busy due to a call; or (3) the contact is in a meeting. The last two reflect automated
presence status. Busy – In Call overrides Busy – In Meeting, so the latter is only seen
if there is a meeting but no call

Indicates that (1) the user is offline and the only available contact method is calling or
chatting; or (2) the user is in a call but is not logged in to XMPP (presence and chat)

Indicates that a subscription is pending and the contact has not yet approved
sharing their presence

UCx can automatically update your presence to the following:
n Busy – In Call n Available (mobile)
n Busy – In Meeting (Windows only) n Away on mobile
n Available (desk phone) n Offline and Busy – In Call
The avatars are retrieved at login, when the contact is added, and when the contact comes online

If you see an error message at the top of the main window “XMPP Unavailable”, it means that the
XMPP connectivity has been lost for chat and presence. However, you can still make calls. You
should contact TPx Customer Care at 877-344-7441

Have the Outlook calendar automatically change your presence to Busy – In Meeting by enabling
this in the Preferences > Integrations tab (native desktop Outlook only). The presence update is
only triggered by appointments and meetings that are in the Show me as busy state

Location in presence is done based on the IP address that the machine is using. On Windows,
the IP address is mapped to a physical location. On Mac OS, the operating system location is
utilized. You will be prompted to accept location usage. Change the location manually by clicking
your avatar (if presence controls are not already expanded) and then Set Location to choose
Automatic or Manual

Desktop User Guide 7
4 Chat
4.1 Chat View
Start a chat tab using one of the following methods:
n Double-click a contact from the Contacts list or search results. (This can be changed to
a single click in preferences by changing to the single-click mode.)
n Hover (or right-click) on a contact avatar and click the Chat icon

n Click the Chat History icon on the sidebar and double-click on a chat entry

n In the main window, click the + button and choose New Message

When you initiate a chat, the Chat tab opens to the right of your sidebar. Chatting with a
contact is possible only when you are both online. If your contact initiates a chat, you see a
pop-up notification in the bottom right-hand corner of your screen. If you close the Chat tab
and open it again, sent chat messages are shown in the tab as chat history

Enter your text at the bottom of the chat window. You can also ad emoticons and files to
the chat. Initiate calls, video calls, or calls from other devices using the green buttons at the
top of the chat window. You can also separate the chat as its own floating window by using
the pop-out button in the upper right of the chat window

To enter a line break in the text field, you can use the following key commands:
n CTRL+ENTER (command+ enter on Mac)
All sent and received chats are encrypted and stored locally in the chat history as well as
synced across devices at the time of login. This way users can see their full chat history,
securely, from any device

4.2 File Transfer
File transfer functionality is only accessible through the Chat tab

1) Click the Send File icon located at the top left of the text entry field

2) From the dialog menu, select the file to be sent and click Open. You can also drag and
drop a file into the Chat tab

3) Once the file offer is “issued” and during its transfer, you can cancel the transfer (at any
time) by clicking Cancel

4) Accept an incoming file transfer by clicking the Accept button. Reject a file transfer
offer by clicking the Decline button

After the file transfer has completed, the received files can be opened or viewed in the
file manager by using the File received, click to open, and Show in folder links. In error
situations, partially received files are not deleted automatically

Desktop User Guide 8
4.3 Group Chat
Start a group chat by “multi-selecting” and right-clicking from the main window contact list

Or expand a 1-to-1 chat into a group chat using drag-and-drop or by having a multiparty
call. Only the chat owner can add more participants. More people can be added later to the
chat by drag-and-drop

A group chat works the same way as a one-to-one chat in a tabbed view. All messages
from anyone are sent to everyone else. All contacts need to be online to be able to
participate in a group chat. You cannot invite an offline contact or one that is not on UCx

A group chat history is saved and is available to view later in the Messages tab of the main
window. Deleting a chat room is not supported

5 Audio and Video Calls
Make an audio or video call using one of the following methods:
n Right-click one or more contacts from the Contacts list or search results and select the Call,
Call from Other Device, or Video menu item

n Type the called number in the Search field and click the call button that appears underneath
the field

n Hover over the contact list avatar and select one of the audio or video call buttons

n Open the dial pad, enter a phone number, and then click
one of the Video Call, Audio Call, or Call from Other Device buttons

n On the Call History list, double-click a call entry

n In the Communications window, click the Video Call, Audio Call, or Call from Other Device button

There is no hard-coded limit on the number of contacts. However, the more contacts you add,
the more memory and processing is needed and the more difficult it is to find people. Live search
can be used instead of a large local contact list and automatically searches the entire company
directory, while keeping local memory and processing requirements to a minimum

NOTE: If dialing a phone number that requires additional dual-tone multi-frequency (DTMF)
tones (for example, a conference bridge), you can type the numbers on your keyboard while the
Communications tab has focus or open the dial pad in the Communications tab

The following table describes additional Communications window icons and explains what you
can do with them, for voice and video calls:
Add or remove video from the call

Mute your microphone

Put a call on hold. If you hold the call, the other party cannot “unhold”. This freezes
a video call to the last frame of the video feed. In both voice and video calls, this is
communicated to all parties by a notification appearing in the middle of the screen

Access the Call Options menu. In the Call Options menu, you can find different
actions to use for a call depending on your settings

Desktop User Guide 9
In the Options menu, there are the following options:
n Transfer a call to a third party

n Put the call on hold. Note that if you hold the call, the other party cannot “unhold”. This
freezes a video call to the last frame of the video feed. In both voice and video calls, this
is communicated to all parties by a notification appearing in the middle of the screen

n Adjust the volume bar to adjust the volume. Dragging it all the way to the left mutes
your speakers

n Enter additional digits using the dial pad at any time during the call (for example, to
insert a conference number). The dial pad is not movable

n Toggle between the audio headset and speakers. You must specify a different device
for a headset and a speaker in Preferences to be able to use this feature

n Add participants to the call

When establishing a call to a contact, you can choose several ways to call

n Right-click the contact you want to call and select the Call menu item. You can choose
the number to call from a right-click menu. There can be several phone numbers
available in the menu. The work phone is the default and top-most number is followed
by mobile and other numbers. This also applies to the transfer and conference
windows. However, in certain cases, the transfer/conference default number can differ
from other call options in other menus

n The default call type can also be selected using accessibility menus: Calls > Dialing
service. This controls the default call type when using call buttons

n Dial a number in the Search field to make a call

You cannot have two simultaneous calls with the same person

UCx does not add video to an audio call without end-user consent. This also applies
to blind video call transfer cases where audio-only music on hold is used; this may
result in the transferred call being reduced to audio

5.1 Select Audio Devices
If you have multiple audio devices available for your microphone or speakers, select the
preferred audio device before starting a call

1) Select Options

2) Select Audio/Video

3) Set Output & Input devices for Headset and Speaker

4) Set capture device and video size for video

5) Place a test call to check your settings
Desktop User Guide 10
1) Select UCx from the top menu

2) Select Preferences

3) Select Audio

4) Set a playback device (speakers)

5) Set a recording device (microphone)

6) Click OK

If “Use default” is selected, then UCx uses the default device set in the operating system
preferences. For Windows, if “Default Communication Device” is defined, it is selected over
the “Default Device”. If you are using headsets, you can also select a separate device than
the headset for alerting incoming calls

Note that on Mac OS, it is recommended to disable “Use ambient noise reduction” in
System Preferences to reduce echo

5.2 Call From Computer (Audio/Video)
Select a contact from your contact list to start communication and click the desired
communication button. To communicate with someone who is not on your contact list,
type a phone number in the dial pad

5.3 Call From Other Device
The third option to communicate in the row of communication buttons is Call from Other
Device. When you click this icon, the desk phone starts ringing and the call is established
from your desk phone or other devices you have setup. Automatic Busy – In Call presence
also works with the Call from Phone feature

5.4 Answer Call
When someone is calling you, you see a pop-up notification on your screen. You can
choose to answer, reject the call, or silence the incoming call by closing the pop-up
notification window. If you silence the call, the ringtone is silenced but the caller does not
see anything on their end and your other devices will continue to ring. If you close the
incoming call pop-up notification to silence an incoming call, then you do not have an
option to answer or reject it anymore

When someone is calling you with a video, you see the same pop-up notification; however,
the options are answer with video, answer as voice only, silence and chat, reject, or silence
(by closing the pop-up window). If you decide to answer as voice only, the call is voice only

Desktop User Guide 11
5.5 Contact Name Lookup for Incoming Calls
UCx performs a local contact search for incoming calls. If the number matches one of the
contacts on the UCx contact list, the name is shown on the incoming call screen along with
the alert. Both the display name and phone number are shown when available

If there is no match to a local contact, UCx looks for a match in the Telephony Directory
and other available directories, and if a match is found, the available information is shown
for the incoming call. If there is no match in the Telephony Directory, the display name is
taken from the available information in the incoming call

Whenever you retrieve your call logs/history, UCx does a lookup in the local contacts and
populates the name if a match is found

5.6 Missed Call or Communication
When you have one or more missed calls or other types of communications, there is a
notification on the left-hand side of the navigation pane in the Main window. Clicking the
icon takes you to the missed communication in the Communications History view

5.7 Full Screen in Video Call
Full screen mode can be activated by clicking the Full Screen button or by double-clicking
anywhere on a video

Exiting full screen mode is done by pressing the Esc key (on both Windows and Mac OS)
or by double-clicking the window. Exiting full screen makes the video call go back to its
original state (even if there was resizing of the window previously before going full screen)

In a full-size window, you can see a similar Options menu at the top. It has the same
functionality as it does in the normal view. When you move the mouse, the top bar and
lower communication buttons appear on top of the video

5.8 Call Waiting
You can have one active call at any one time. If you receive a new incoming call and
accept it, the existing call is put on hold and you can change between these two calls by
using the Hold and Unhold buttons

5.9 Call Transfer
Blind call transfer is available in the Communications window; choose the Transfer Call
menu item to transfer the call to someone else (native Desktop only). Attended call transfer
is also available in the same window, first call someone to check if the called party can take
the incoming call and then transfer the incoming call to the desired called party. You can
also search for the transferred-to party

Desktop User Guide 12
5.10 Message Waiting Indication (MWI) and Visual Voicemail
It is possible to call voicemail from the dialer by long pressing the “1” icon in the dialer

Missed calls are indicated by an icon in the Main window. Note that the MWI icon is in
the same place when it indicates a new voicemail. With Visual voicemail you can see all
voicemails in a list and play them inside the Main window

The following settings need to be enabled to have Visual Voice Mail:
n Voice messaging enabled
n “When message arrives, use unified messaging” option enabled
n “Use Phone Message Waiting Indicator” option enabled
5.11 Message Waiting Indication (MWI) and Visual Voicemail
Active Communications appear at the top of the Contacts list in the Main window. This area
provides an easy view to see the people with whom you are communicating. Double-click
an active communication item to bring this Communications tab to focus if the call window
is separately shown. If the call window is integrated, you can use the pop-out button to
show it separately

n Pause n Conference
n Switch to video n Park
n Mute n Switch Audio Device
n Transfer
5.12 Pull Call
Pull Call allows you to pull an ongoing call from one of your devices to another one where
the Pull Call feature is used (native Desktop only). Pull Call can also be used with FACs, in
this case, 11

5.13 Headset Support
You can control incoming and ongoing calls from a compatible headset. The feature set
supported is answer/hang up as well as mute/unmute. Volume control operations are not
reflected in the UCx UI

5.14 Call Center Agent Login
You can also log in to call center queues if you are a call center agent. Once logged in, you can:
n View your call queues
n Join your call queues
n Set your agent ACD status (available, unavailable, wrap-up)
With suitable ACD status such as “Available”, incoming calls to the queue are routed to
your client. With “Unavailable” or “Wrap-up” ACD status, incoming calls to the queue will
not be routed to your client. Dynamic ACD status updates are not supported if the ACD
status is changed somewhere else

Indicates that the user is online and ready for communication. It also can indicate the contact is available on mobile UCx or a compatible desktop phone, and not UCx. This status is used until …

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Frequently Asked Questions

How to use the tpx menu?

■Use commands, issued from the TPX Menu or in an active session. ■Use the cursor to select a session on the TPX Menu. ■Use sesskeys, entered from the TPX Menu or in an active session. ■Use the jump key, entered from the TPX Menu or in an active session.

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If you issue the command at a TPX command line, type the command and press Enter. Start a Session with a Command 26 User Guide Issue Command from a Session If you issue the command from an active session, you must use the command character and the command key.

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Who wrote the tpx session management user guide?

User Guide Author Kennedy, Paul C Subject CA TPX™ Session Management Keywords W:None;F:DO NOT USE Created Date 11/21/2013 4:25:09 PM