Desktop User Guide Tpx Communications
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DESKTOPUSER GUIDE INSIDE…Getting Started 3Contacts 4Presence 6Chat 7Audio and Video Calls 8Application or Desktop Sharing 13My Room 13Universal Search 15Full Enterprise Directory 16Call History 16Highlight to Call 17Emergency Calls 17Password Change 17Preferences 17Uninstallation 23Version Control/Upgrade 23System Requirements 24Troubleshooting 24Appendix 27 Desktop User Guide 31 Getting Started 1.1 Installation Download the UCx desktop client: https://www.tpx.com/ucx-for-desktop/ 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 contact 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 separate window2 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 63 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 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 74 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) n SHIFT+ENTER n ALT+ENTER 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
Windows 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 Mac 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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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