SV8100 Desktop Applications v5.0

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DESKTOP APPLICATIONS

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Contents of this manual are subject to change without prior notice at the discretion of NEC

Unified Solutions. This document has been prepared for the use of employees and

customers ofNEC Unified Solutionsand may not be reproduced without prior written

approval ofNEC Unified Solutions.

UNIVERGE is a trademark of NEC Corporation.

Copyright 2010

NECUnified SolutionsAnton Philipsweg 1

1223 KZ Hilversum

The Netherlands

www.nec-unified.com


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Regulatory

COMPLIANCE

FCC REGULATIONS

SECTION 1 EMISSIONS

This equipment has been tested and found to comply with the limits for a Class A digita

device, pursuant to Part 15 of the FCC Rules. These limits are designed to provide

reasonable protection against harmful interference when the equipment is operated in a

commercial environment.

This equipment generates, uses, and can radiate radio frequency energy and, if not

installed and used in accordance with the instruction manual, may cause harmfu

interference to radio communications. Operation of this equipment in a residential area islikely to cause harmful interference in which case users are required to correct the

interference at their own expense.

SECTION 2 TELCO REQUIREMENTS

ADA-L Adapter has been certified to FCC Part 68 requirements for telephone system

equipment.

SECTION 3 SAFETY

ADA-L Adapter has been certified to ANSI/UL 1459, 2nd Edition, Telephone Equipment

This equipment is not intended for direct connection to Telco lines.

Changes or modifications to ADA-L Adapter hardware not expressly approved by the party

responsible for compliance could void the user authority to operate the equipment.


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INDUSTRY CANADA

SECTION 1 EMISSIONS

This digital apparatus does not exceed the Class A limits for radio noise emissions from a

digital apparatus set out in the Radio Interference Regulations of Industry Canada.

Le prsent appareil numrique n'met pas de bruits radiolectriques depassant les limites

applicables aux appareils numriques de la class A prescrites dans le Rglement sur le

brouillage radiolectrique dicte par le ministre de lIndustrie du Canada.

SECTION 2 TELCO REQUIREMENTS

ADA-L Adapter has been certified to Industry Canada CS02 and CS03 requirements for

telephone system equipment.

SECTION 3 SAFETY

ADA-L Adapter has been certified to Standard C22.2, No. 225-M90, Telecommunications

Equipment.

Ne pas brancher directernert au rseau tlphonique. Voir manuel dinstruction.


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Table of Contents

Chapter 1 Introduction to Desktop Applications

Section 1 Introduction...................................................................................1-1

Section 2 Overview........................................................................................1-1

Section 3 Installation Considerations .........................................................1-4

3.1 Standalone Configuration ............................................................ 1-4

3.2 Standalone with Shared Services ................................................ 1-4

3.3 O&M (Operation and Maintenance) .............................................1-5

3.4 Remote Connections ...................................................................1-5

Section 4 System Requirements..................................................................1-6

4.1 Minimum PC Requirements .........................................................1-6

4.2 Supported Operating Systems ..................................................... 1-7

4.3 Licensing ......................................................................................1-7

Chapter 2 Installation

Section 1 Installation Steps..........................................................................2-2

Section 2 SMB8000 Desktop Applications System Programming..........2-27

Section 3 Configuration Wizard .................................................................2-30

3.1 Configuration Startup .................................................................2-30

3.2 Configuration Wizard, Screen 1 .................................................2-31




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Chapter 3 Desktop Application Startup

Section 1 Full Window Mode........................................................................3-2

1.1 Title Bar and Main Menu ............................................................. 3-3

1.2 Function Toolbar .......................................................................... 3-4

1.3 Active Call List ............................................................................. 3-6

1.3.1 Active Call List Format ............................................................... 3-6

1.3.2 Active Call List Operations ......................................................... 3-7

1.4 BLF/DSS Area ............................................................................. 3-7

1.4.1 BLF/DSS Tabs ........................................................................... 3-7

1.4.1.1 BLF/DSS Programming .......................................................... 3-7

1.4.1.2 BLF Button Design ..................................................................3-8

1.4.1.3 BLF/DSS Layout ..................................................................... 3-8

1.4.1.4 BLF/DSS Operations ..............................................................3-8

1.4.1.5 Trunks Tab .............................................................................. 3-9

1.4.1.6 Speed Dial Tab ....................................................................... 3-9

1.5 Presence Area ........................................................................... 3-10

1.5.1 Current Presence Status ......................................................... 3-10

1.5.2 Right Click to Set Presence ..................................................... 3-10

Section 2 Toolbar Mode..............................................................................3-11

2.1 Dial String Field ......................................................................... 3-11

2.2 Call Status Area ......................................................................... 3-12

2.3 Dial/Hangup Button ................................................................... 3-12

2.4 Speed Dial List .......................................................................... 3-12

2.5 File Button ................................................................................. 3-13

2.6 Hold Button ................................................................................ 3-14

2.7 Function Toolbar ........................................................................ 3-15


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Section 3 Compact Phone Mode................................................................3-16

3.1 Closed Phone Mode ..................................................................3-16

3.2 Open Phone Dial View ............................................................3-18

3.3 Open Phone Directory View ...................................................3-20

3.4 Open Phone Menu View ......................................................... 3-22

3.5 Open Phone Call Log View ..................................................... 3-24

3.6 Compact Phone Video Call ........................................................ 3-25

Section 4 Emulation Phone Mode..............................................................3-26

4.1 Emulation Phone Base Module ................................................. 3-27

4.2 Emulation Phone Add-On Module ............................................. 3-28

4.3 Emulation Phone DSS Module ..................................................3-29

Chapter 4 Toolbar Functions

Section 1 Toolbar Functions ........................................................................4-1

1.1 Answer ......................................................................................... 4-2

1.2 Hold ............................................................................................. 4-21.3 Transfer ....................................................................................... 4-2

1.3.1 Transfer Call Start ...................................................................4-3

1.3.2 Transfer Call Blind ..................................................................4-3

1.3.3 Transfer Call Cancel ...............................................................4-3

1.4 Hang Up .......................................................................................4-3

1.5 Dial ............................................................................................... 4-4

1.5.1 Dial Start .................................................................................4-4

1.5.2 Dial Cancel ..............................................................................4-4


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1.6 Conference .................................................................................. 4-5

1.6.1 Conference Call Start ............................................................. 4-5

1.6.2 Conference Call Cancel .......................................................... 4-6

1.7 Record ......................................................................................... 4-6

1.8 Page ............................................................................................ 4-7

1.9 Park ............................................................................................. 4-8

1.10 Unpark ......................................................................................... 4-8

1.11 Night Mode .................................................................................. 4-9

1.12 Barge In ..................................................................................... 4-10

1.13 Directed Call Pickup .................................................................. 4-11

1.14 Group Call Pickup ...................................................................... 4-11

1.15 Pickup Other Group ................................................................... 4-12

1.16 Last Number Redial ................................................................... 4-12

1.17 Voice Over ................................................................................. 4-12

1.18 Call Redirect .............................................................................. 4-13

1.19 Call Forward .............................................................................. 4-13

1.20 Do Not Disturb (DND) ................................................................ 4-14

1.21 Custom Message ....................................................................... 4-15

1.22 Background Music ..................................................................... 4-16

1.23 Auto Callback ............................................................................ 4-16

1.24 Phone Image ............................................................................. 4-16

1.25 Auto Handset/Auto Headset ...................................................... 4-16

1.26 Video ......................................................................................... 4-18

1.26.1 Show Video .............................................................................. 4-18

1.26.2 Hide Video ...............................................................................4-18

1.26.3 Pause Video ............................................................................ 4-19

1.26.4 Send Video ..............................................................................4-19


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1.26.5 End Video ................................................................................4-19

1.26.6 Add Member ............................................................................4-19

1.26.7 Resize Video ............................................................................4-20

1.27 Whiteboard ................................................................................ 4-20

1.28 Application Sharing ....................................................................4-22

1.29 Chat ...........................................................................................4-24

1.30 FTP ............................................................................................4-26

1.31 Switch Login Mode ....................................................................4-28

1.32 Add Note ....................................................................................4-28

Section 2 Directory View.............................................................................4-29

2.1 Opening the Directory View .......................................................4-29

2.1.1 Title Bar and Main Menu ..........................................................4-30

2.1.2 Function Toolbar ......................................................................4-31

2.1.3 Search Area .............................................................................4-33

2.1.4 Table Viewer ............................................................................4-33

2.2 Company Directory ....................................................................4-35

2.2.1 Adding a New Entry to the Directory ........................................4-35

2.2.2 Modifying an Entry in the Directory ..........................................4-37

2.2.3 Deleting an Entry from the Directory ........................................4-37

2.2.4 Printing the Directory ...............................................................4-38

2.3 Contacts/Personal Lists .............................................................4-38

2.3.1 Adding a New Entry to the Contacts/Personal List ..................4-38

2.3.2 Modifying an Entry in the Contacts/Personal List ....................4-39

2.3.3 Deleting an Entry from the Contacts/Personal List ..................4-39

2.3.4 Printing the Directory ...............................................................4-40


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Section 3 Call Log View ..............................................................................4-40

3.1 Opening the Call Log ................................................................. 4-40

3.1.1 Title Bar and Main Menu ..........................................................4-41

3.1.2 Filter Toolbar ............................................................................ 4-41

3.1.3 Record Viewer .........................................................................4-42

3.2 Playing Back a Recorded Telephone Conversation .................. 4-43

3.3 Deleting a Record from the Call Log ......................................... 4-43

3.4 Printing the Call Log .................................................................. 4-44

3.5 Archiving the Call Log ................................................................ 4-44

Chapter 5 Answering Center


Section 2 Installation.....................................................................................5-1

Section 3 Configuration................................................................................5-1

3.1 Configuring Desktop Preferences ................................................ 5-1

3.2 Launching the Answering Center ................................................ 5-2

3.3 Database Setup ........................................................................... 5-3

Section 4 Profiles ..........................................................................................5-4

4.1 Managing Profiles ........................................................................ 5-4

Section 5 Answering Center Functions.......................................................5-8

Chapter 6 Application Level Configuration


Section 2 Preferences Menu.........................................................................6-2

2.1 Preferences General ................................................................ 6-3


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2.2 Preferences BLF/DSS ..............................................................6-5

2.3 Preferences Recording .............................................................6-7

2.4 Preferences Personal Greeting ................................................ 6-8

2.5 Preferences Playback ............................................................... 6-9

2.6 Preferences Tool Buttons ....................................................... 6-10

2.7 Preferences Active Call List .................................................... 6-11

2.8 Preferences Screen Pop ......................................................... 6-12

2.9 Preferences Shortcuts ............................................................ 6-13

2.10 Preferences Dialing Rules ...................................................... 6-15

2.11 Preferences Telephony Settings ............................................. 6-16

2.12 Preferences Voice Mail ........................................................... 6-17

2.13 Preferences Notification Settings ............................................ 6-18

2.14 Preferences Quick Message ................................................... 6-20

2.15 Preferences Phone Message ................................................. 6-21

2.16 Preferences Trunk Settings .................................................... 6-22

2.17 Preferences Video Settings ..................................................6-23

2.18 Preferences Phone Image ......................................................6-24

Chapter 7 Desktop Shared Services

Section 1 Installation.....................................................................................7-2

1.1 Configuration ...............................................................................7-2

1.2 Activation ................................................................................... 7-13

Section 2 Shared Directory.........................................................................7-14

Section 3 Shared Contact List....................................................................7-14

Section 4 Centralized BLF Monitoring.......................................................7-14

Section 5 Common Trunk Labeling ...........................................................7-14


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Section 6 Quick Messaging........................................................................7-14

6.1 Sending and Receiving Quick Messages .................................. 7-15

6.2 Tracking Quick Messages ......................................................... 7-17

6.3 Configuring Quick Messages ..................................................... 7-18

Section 7 Phone Messaging.......................................................................7-19

7.1 Sending and Receiving Phone Messages ................................. 7-19

7.2 Tracking Phone Messages ........................................................ 7-20

7.3 Configuring Phone Messages ................................................... 7-20

Section 8 Presence......................................................................................7-22

8.1 Scheduled Presence Events ..................................................... 7-26

8.1.1 Viewing Scheduled Presence Events ...................................... 7-28

8.1.2 Viewing Presence Events for Others .......................................7-29

8.1.3 Conflicting Presence Events .................................................... 7-30

Chapter 8 Outlook Add-In

Section 1 Outlook Add-In..............................................................................8-1

1.1 Configuration ............................................................................... 8-1

1.2 Making a Call ............................................................................... 8-4

1.3 Conference .................................................................................. 8-6

1.4 Transfer ..................................................................................... 8-10

1.5 End Call ..................................................................................... 8-14

1.6 Presence Setting from Outlook Calendar .................................. 8-15

1.6.1 Assigning a Presence State ..................................................... 8-16

1.7 Adding Outlook Contact to Speed Dial List ............................... 8-17


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Chapter 9 Salesforce Integration

Section 1 Overview........................................................................................9-1

Section 2 Installation Procedure..................................................................9-2

Section 3 Salesforce.com Configuration ....................................................9-3

Section 4 Desktop Suite Configuration.......................................................9-3

Section 5 Operation.......................................................................................9-5

Chapter 10 Desktop Registration and Softphone Override

Section 1 Registration Types .....................................................................10-1

Section 2 Service Conditions .....................................................................10-3

Appendix A Features by License Level


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List of Figures

Figure 1-1 Desktop Connections .................................................................................................1-6

Figure 2-1 NEC Applications Installation Window .......................................................................2-2

Figure 2-2 Install or Uninstall Options .......................................................................................... 2-3

Figure 2-3 Application Selection to Install or Remove .................................................................2-4

Figure 2-4 IP Address for CPU Connection Settings ...................................................................2-5

Figure 2-5 Confirm Actions Window ............................................................................................2-6

Figure 2-6 Accept License Agreement ........................................................................................2-7

Figure 2-7 NEC Desktop Suite Setup Wizard ..............................................................................2-8

Figure 2-8 Select Installation Folder ............................................................................................ 2-9

Figure 2-9 Confirm Installation ...................................................................................................2-10

Figure 2-10 Enable CallTo Tag Feature ......................................................................................2-10

Figure 2-11 CallTo Feature Enabled ........................................................................................... 2-11

Figure 2-12 NEC Infrontia Telephony Driver (3rd) Setup ............................................................ 2-11

Figure 2-13 Telephony Driver (3rd) Setup Destination Location ..............................................2-12

Figure 2-14 Telephony Driver (3rd) Setup TCP/IP Connection Setting .................................... 2-13

Figure 2-15 Telephony Driver (3rd) Setup Registration Window ..............................................2-14

Figure 2-16 Telephony Driver (3rd) Setup Operation Mode Setting .........................................2-15

Figure 2-17 Telephony Driver (3rd) Setup Start Copying Files .................................................2-16

Figure 2-18 NEC Telephony Service Setup Wizard ....................................................................2-17

Figure 2-19 Telephony Service Select Installation Folder ........................................................2-18

Figure 2-20 Telephony Service Confirm Installation Start ........................................................2-19

Figure 2-21 Telephony Service Installation Complete .............................................................. 2-20Figure 2-22 Quick Message Client Setup Wizard .....................................................................2-21

Figure 2-23 Quick Message Client Install Folder ......................................................................2-22

Figure 2-24 Confirm Quick Message Client Installation ...............................................................2-23

Figure 2-25 Quick Message Client Install Complete .................................................................2-24

Figure 2-26 NEC Installer Summary ............................................................................................2-25


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Figure 2-27 Installation Complete ................................................................................................ 2-26

Figure 2-28 Configuration Wizard, Screen 1 ............................................................................... 2-31

Figure 2-29 Configuration Wizard, Screen 2 ............................................................................... 2-33

Figure 2-30 Configuration Wizard, Screen 3 ............................................................................... 2-35Figure 3-1 Full Window Mode Screen ......................................................................................... 3-2

Figure 3-2 Presence Area Screen ............................................................................................. 3-10

Figure 3-3 Toolbar ..................................................................................................................... 3-11

Figure 3-4 Closed Phone Image Screen ................................................................................ 3-16

Figure 3-5 Open Phone Dial View .......................................................................................... 3-18

Figure 3-6 Open Phone Directory View .................................................................................. 3-20

Figure 3-7 Open Phone Menu View ....................................................................................... 3-22

Figure 3-8 Open Phone Call Log View ................................................................................... 3-24

Figure 3-9 Compact Phone Video Call ...................................................................................... 3-25

Figure 3-10 Emulation Phone Base Module ................................................................................ 3-27

Figure 3-11 Emulation Phone Add-On Module ............................................................................ 3-28

Figure 3-12 Emulation Phone DSS Module ................................................................................. 3-29

Figure 4-1 Transfer Call Screen .................................................................................................. 4-2

Figure 4-2 Transfer Call Start ................................................................................................... 4-3

Figure 4-3 Dial Screen ................................................................................................................. 4-4

Figure 4-4 Conference Call Screen ............................................................................................. 4-5

Figure 4-5 Conference Call Start Screen .................................................................................... 4-5

Figure 4-6 Page Screen .............................................................................................................. 4-7

Figure 4-7 Park Call Screen ........................................................................................................ 4-8

Figure 4-8 Unpark Call Screen .................................................................................................... 4-8

Figure 4-9 Night Mode Screen .................................................................................................... 4-9

Figure 4-10 Barge In Screen ....................................................................................................... 4-10

Figure 4-11 Directed Call Pickup Screen .................................................................................... 4-11

Figure 4-12 Last Number Redial Screen ..................................................................................... 4-12

Figure 4-13 Call Forward Screen ................................................................................................ 4-13

Figure 4-14 Do Not Disturb Screen ............................................................................................. 4-14


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Figure 4-15 Custom Message Screen ......................................................................................... 4-15

Figure 4-16 Port Configuration Screen ........................................................................................4-17

Figure 4-17 Video Screen ............................................................................................................4-18

Figure 4-18 Add Member Screen ................................................................................................4-19Figure 4-19 Choose Party Screen ...............................................................................................4-20

Figure 4-20 Whiteboard Screen ................................................................................................... 4-21

Figure 4-21 Application Dialog Screen ........................................................................................4-22

Figure 4-22 Sharing Screen .........................................................................................................4-23

Figure 4-23 Chat Dialog Screen .................................................................................................. 4-24

Figure 4-24 Participants Chat Screen ......................................................................................... 4-25

Figure 4-25 FTP Dialog Box ........................................................................................................4-26

Figure 4-26 FTP File Selector Screen .........................................................................................4-27

Figure 4-27 Add Note Screen ......................................................................................................4-28

Figure 4-28 Directory View Screen ..............................................................................................4-29

Figure 4-29 Select Visible Columns Screen ................................................................................4-34

Figure 4-30 Directory Maintenance Screen .................................................................................4-35

Figure 4-31 Departments Screen ................................................................................................4-37

Figure 4-32 Contacts/Personal List .............................................................................................4-38

Figure 4-33 Call Log Screen ........................................................................................................4-40

Figure 4-34 Visible Columns Menu ..............................................................................................4-42

Figure 4-35 Telephone Conversation Playback Screen ..............................................................4-43

Figure 4-36 Call Log Archive Screen ...........................................................................................4-44

Figure 5-1 Preferences XML Screen ........................................................................................5-2

Figure 5-2 Answer Icon ................................................................................................................ 5-3

Figure 5-3 Right Click on Answer Center Icon .............................................................................5-3

Figure 5-4 Database Setup Screen .............................................................................................5-4

Figure 5-5 Answering Center Screen ..........................................................................................5-5

Figure 5-6 New Profile Screen .....................................................................................................5-6

Figure 5-7 Transfer Number Screen ............................................................................................5-7

Figure 5-8 Incoming Call Screen ................................................................................................. 5-9


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Figure 6-1 Preferences Menu ...................................................................................................... 6-2

Figure 6-2 Preferences General Menu ..................................................................................... 6-3

Figure 6-3 Preferences BLF/DSS Menu ................................................................................... 6-5

Figure 6-4 Preferences Recording Menu ................................................................................. 6-7Figure 6-5 Preferences Personal Greeting Menu ..................................................................... 6-8

Figure 6-6 Preferences Playback Menu ................................................................................... 6-9

Figure 6-7 Preferences Tool Buttons Menu ............................................................................ 6-10

Figure 6-8 Preferences Active Call List Menu ........................................................................ 6-11

Figure 6-9 Preferences Screen Pop Menu ............................................................................. 6-12

Figure 6-10 Preferences Shortcuts Menu ................................................................................. 6-13

Figure 6-11 Preferences Dialing Rules Menu ........................................................................... 6-15

Figure 6-12 Preferences Telephony Settings Menu ................................................................. 6-16

Figure 6-13 Preferences Voice Mail Menu ............................................................................... 6-17

Figure 6-14 Preferences Notification Settings Menu ................................................................ 6-18

Figure 6-15 Preferences Quick Message Menu ....................................................................... 6-20

Figure 6-16 Preferences Phone Message Menu ...................................................................... 6-21

Figure 6-17 Preferences Trunk Settings Menu ......................................................................... 6-22

Figure 6-18 Preferences Video Settings Menu ......................................................................... 6-23

Figure 6-19 Preferences Phone Image Menu .......................................................................... 6-24

Figure 7-1 Shared Services Configuration Server Settings ...................................................... 7-3

Figure 7-2 Shared Services Configuration Presence States .................................................... 7-4

Figure 7-3 Shared Services Configuration User Settings ......................................................... 7-5

Figure 7-4 Shared Services Configuration Phone System .......................................................7-7

Figure 7-5 Shared Services Configuration Telephony Settings ................................................ 7-9

Figure 7-6 Shared Services Configuration Dialing Rules ....................................................... 7-10

Figure 7-7 Shared Services Configuration Voice Mail ............................................................ 7-12

Figure 7-8 Configuration Wizard Shared Services Option ...................................................... 7-13

Figure 7-9 Shared Services Quick Message .......................................................................... 7-15

Figure 7-10 Quick Message Example ......................................................................................... 7-16

Figure 7-11 Quick Messages Tracking Active Call Area .......................................................... 7-17


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Figure 7-12 Preferences Quick Message .................................................................................7-18

Figure 7-13 Phone Message Menu .............................................................................................7-19

Figure 7-14 Preferences Configuring Phone Messages ...........................................................7-21

Figure 7-15 Presence Status Window View .............................................................................7-22Figure 7-16 Presence Status Shared Services Directory ......................................................... 7-23

Figure 7-17 Set Presence Status Toolbar ................................................................................7-23

Figure 7-18 Set Presence Status Window ................................................................................7-24

Figure 7-19 Set Details Screen ....................................................................................................7-25

Figure 7-20 Attendant Level User Right Click to Set Presence ................................................7-26

Figure 7-21 Set Presence Status Toolbar ................................................................................7-27

Figure 7-22 Schedule Presence Screen ......................................................................................7-27

Figure 7-23 Scheduled Presence Items Screen ..........................................................................7-29

Figure 8-1 Outlook Configuration .................................................................................................8-2

Figure 8-2 NEC Desktop Telephony Settings ..............................................................................8-3

Figure 8-3 NEC Dial Button .........................................................................................................8-4

Figure 8-4 Right Click for NEC Call .............................................................................................8-5

Figure 8-5 NEC Conference Button ............................................................................................. 8-6

Figure 8-6 Conference Call Window ............................................................................................8-7

Figure 8-7 Right Click for NEC Conference .................................................................................8-8

Figure 8-8 Conference Call Window ............................................................................................8-9

Figure 8-9 NEC Transfer Button ................................................................................................ 8-10

Figure 8-10 Transfer Call Window ...............................................................................................8-11

Figure 8-11 NEC Transfer Right Click .........................................................................................8-12

Figure 8-12 Transfer Call Window ...............................................................................................8-13

Figure 8-13 End Call ....................................................................................................................8-14

Figure 8-14 Outlook Presence Appointment Screen ...................................................................8-15

Figure 8-15 Schedule Presence Screen ......................................................................................8-16

Figure 8-16 Screen ......................................................................................................................8-17

Figure 9-1 Salesforce Screen ......................................................................................................9-2

Figure 9-2 Preferences Screen .................................................................................................... 9-4


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List of Tables

Table 1-1 Exceptions to Firewall for Ports .....................................................................................1-3

Table 1-2 Exceptions to Windows Process ...................................................................................1-3

Table 1-3 Configuration Example Desktop Version 1.0 ..............................................................1-8

Table 1-4 Configuration Example Desktop Version 2.0 ..............................................................1-9

Table 1-5 Overall Breakdown - Desktop Applications .................................................................1-10

Table 2-1 SMB8000 Desktop Applications System Programming ............................................. 2-27

Table 3-1 Call State Colors .......................................................................................................... 3-6

Table 3-2 Closed Telephone Display ..........................................................................................3-17

Table 3-3 Mouse Click Events .....................................................................................................3-17

Table 4-1 Set of Functions Telephone States ........................................................................... 4-1


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Desktop Applications 1 - 1

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Chapter 1 Introduction to Desktop Applications

SECTION 1 INTRODUCTION

This document describes the operation and functionality of theDesktop Applications.

SECTION 2 OVERVIEW

The SMB8000 Desktop Applications is a new suite of software that combines thetelephony functionality of three standard products:

SP310 (IP Softphone)

PC Assistant

PC Attendant

Please note the following features mentioned in this manual are visible in the

application but are not commercially available in all territories:

Answering Centre

Outlook Add-in

Sales Force

Through licensing control and user selection, the application can be tailored to meet

the needs of a variety of end users. Additional utilities are provided as part of the

desktop application suite:

Answering Center with Desktop Applications Version 3.5.0.0 or higher, the

Answering Center supports additional features to be utilized with the Attendant

Module to provide efficient call handling in a multi-tenant environment. For

example, if a receptionist is required to answer calls for a variety of different

businesses, the Answering Center module will identify the company being called

and display information on the receptionists screen to assist with handling thecall.

Configuration Wizard Steps the user through the process of providing the

settings that are required to start the desktop application.

Outlook Add-In allows the user to dial out, end call and perform screen pops

through the Contacts folder within Microsoft Outlook. With Desktop Applications

Version 2.0.0.0 or higherand main CPU software Version 2500 or higher,

Outlook Add-In also allows the user to perform Conference and Transfer from

the Contacts folder.


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1 - 2 Introduction to Desktop Applications

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With Desktop Applications Version 3.5.0.0 or higher, the Outlook integration is

enhanced to include the ability to associate a Presence State with an Outlook

Calendar Appointment, and to add telephone numbers from an Outlook Contact

to the Desktop Speed Dial list

Salesforce.com adaptor with Desktop Applications Version 3.5.0.0 or higher,

the Salesforce.com module allows users to initiate calls to contacts from within

Salesforce.com and to search for contacts automatically when an incoming call

is received.

Video Test Tool Helps verify that the SP310 can communicate with and utilize

the video camera connected to the PC.

CallTo Configuration Enables or Disables the ability to dial from a CallTo tag/

hyperlink in a web page or MS Office document using the Desktop Application

(requires Desktop Version 2.0 or higher).

TAPI Service Provider (TSP) - Included with the Desktop Suite is a 1st-Party

TSP (NEC CTI Client Device) to support dialing from TAPI-compliant

applications. With Desktop Applications Version 3.5.0.0 or higher, the TSP is

enhanced to support passing call state an canned information events to third-

party applications. This allows applications to utilize Caller ID to generate

screen pops within their application if they support it. The TSP supports the

following command set:

Make Call

Dial

Drop

Answer

Hold

Unhold

BlindTransfer

SetupTransfer

CompleteTransfer

SetupConference

prepareAddToConference

AddToConference

The TSP also supports the full set of call state events (Connected,

Disconnected, Dialtone, Dialing, Proceeding, Ringback, Offering, OnHold, etc.),

and the most common call info events including Called ID, Caller ID, Trunk,Reason, & Origin.


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TCP/UPD Port and Windows Process Firewall Exceptions

When a firewall is involved in the network between the SV8100 and the Desktop

Client or Shared Servers. Refer to Table 1-1 Exceptions to Firewall for Ports for

exceptions to be made in the firewall for ports and Table 1-2 Exceptions to Windows

Process for windows processes.

Table 1-1 Exceptions to Firewall for Ports

Desktop ComponentTCP and/

or UDP

Port

NumbersRelated Program

SIP UDP 5070~5197

Audio RTP UDP 60000~60254

Video Control TCP 6000

Video RTP UDP 61000~61019

File Transfer TCP 8282~8284

Outlook Integration/Highlight Dial/CallToTag/XML API TCP 20864~20865

WhiteBoardSharing/Application Sharing/Chat UDP and

TCP1024~65535

TSP Support: UDP/TCP 972-973 UDP and

TCP972~973

Shared Services TCP 8888

3rd Party Call Control TCP 8181 10-20-1 Device 1 CTI Server

1st Party Call Control TCP 8282 10-20-1 Device 0 1st Party CTI

Table 1-2 Exceptions to Windows Process

Windows Process Firewall Exceptions

MobilePresenceService.exe

NECPhone.exe

RPCTIService.exe

TSPStart.exe


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SECTION 3 INSTALLATION CONSIDERATIONS

The Desktop Applications can be installed in two different configurations, standalone

or standalone with the Shared Services.

3.1 Standalone Configuration

In the standalone configuration, each PC with the Desktop Applications has its

own connection to the SV8100. The Desktop Applications communicates to

the SV8100 via the LAN on the TCP port defined for the 1st-Party CTI

connection in Program 10-20-01, although a 1st Party CTI license is not

required for the Desktop Applications. The 1st-Party CTI connection is device

9 in 10-20-01 and the recommended port is 8282.

3.2 Standalone with Shared Services

In the standalone with 3rd-Party Shared Services configuration, the desktopapplication can view DSS/BLF information for all stations and trunks in the

system. The DSS/BLF status is provided to the Desktop Application from the

Desktop Shared Services. All call control is still done via the 1st-Party

connection. The Desktop Shared Services is also required for Phone

Message, Quick Message, a Shared Central Directory and Presence. Users

do not have to maintain their own directory with Desktop Shared Services.

The Shared Central Directory is viewed by all users, and any changes made

by one user will be seen by the other users.

In the standalone with Shared Services configuration, each PC with the

Desktop Applications still has its own 1st-Party CTI connection to the SV8100

as described in the Standalone section. In addition, there is a PC with the

Desktop Shared Services installed. This can be on a machine that also has

the Desktop Application or a dedicated machine. There is a drawback to

having the Desktop Shared Services on a users PC that is using the Desktop

Application. If that user shuts down their machine, all other Desktop

Applications that are using Desktop Shared Services will lose the Shared

Services connection. When this happens, the other users will receive an error.

The Desktop will still work for call control, but the Shared Central Directory,

Phone Message, Quick Message and Presence features will not be

accessible.

The PC with Desktop Shared Services communicates to the SV8100 via theLAN on the TCP port defined for the 3rd-Party CTI connection in Program

10-20-01. The 3rd-Party CTI connection is device 1 in 10-20-01 and the

recommended port is 8181. The PCs with the Desktop Application then have

second connection. This additional connection is to the PC that has the

Desktop Shared Services. The Desktop Application communicates to the

Desktop Shared Services PC via the LAN on TCP port 8888. This port can be

changed but must be changed in the Desktop Shared Services and in the

Desktop Configuration Wizard.


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3.3 O&M (Operation and Maintenance)

In either configuration, the Desktop Application can have a second connection

to the SV8100 for O&M (Operation and Maintenance). O&M allows the

Desktop Application to synchronize with the SV8100 when new buttons are

added to the extension the Desktop is controlling, and synchronize featureaccess codes when they have been changed in the SV8100. The Desktop

Application communicates to the SV8100 for O&M information on the TCP

port defined for O&M in Program 10-20-01. The O&M connection is device 11

in 10-20-01 and the recommended port is 8010.

Refer to Figure 1-1 Desktop Connections on page 1-6 for a diagram of the

connections for the standalone, standalone with Shared Services and O&M

configurations.

3.4 Remote Connections

In the first release of Univerge SV8100, Network Address Translation (NAT) is

not supported. Because of this, any Desktop Applications must appear to be

on the same network as the SV8100 VoIP Interface (IPLA). For remote

Desktop Applications, such as SP310 Softphone, this can be achieved using a

VPN connection to the network where SV8100 resides.


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SECTION 4 SYSTEM REQUIREMENTS

The minimum recommended PC requirements and the supported operation systems

are described in this section.

4.1 Minimum PC Requirements

The minimum recommended PC requirements for running the desktop

application are as follows:

PC Class: Pentium 3

Processor Speed: 1GHz

RAM: 512MB Minimum, 1GB Recommended

Figure 1-1 Desktop Connections


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Display: Super VGA (800 x 600) or higher

Available Disk Space: 50MB

CD-ROM Drive

Network Adapter Sound Card

Video Camera (optional)

Microphone/Headset/USB Handset (optional)

Speakers (optional)

ADA-L is required for Recording/Personal Greeting with deskset

4.2 Supported Operating Systems

The desktop application is supported on the following operation systems:

Windows Server 2003, SP2

Windows XP Professional, SP2

Windows Vista Business

Windows 7 Professional, 32- and 64-Bit

Windows Server 2008, 32- and 64-Bit

With the Desktop Suite Application version 3.7.0.0, the UTR-1-1 is not supported on aWindows 7 Operating system, the UTR-1W-1 is supported on all operating systems.

With the Desktop Suite Application Version 3.7.0.0 running on a Windows 7 operating system,the Enhancement Bundle (Chat, Whiteboard, Application Sharing and File Transfer) are not

supported.

4.3 Licensing

The licensing for Desktop has changed with the release of Desktop v2.0. This

release supports Desktop Attendant Shared Services and Desktop Assistant

Clients. A new license part number (670678) is being introduced that provides

the maximum number of Attendant mode functions along with Shared

Services to Desktop suite users. This one license part will give all Assistant

seats the ability to run at the Attendant level.


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In previous releases, the Softphone was included when purchasing an

Assistant or Attendant license. In order to minimize system port usage where

the Desktop suite is used to control a physical handset, the Softphone function

is no longer included with Assistant or Attendant with the release of v2.0 and

must be purchased separately.

The following configuration and tables illustrate the part numbers needed to

achieve the desired configuration. The configuration tables provide further

examples of the difference in part numbers needed between Desktop v1.0 and

Desktop v2.0.

Example:

An associate wishes to utilize four SP310 Softphones, 14 PC Assistants, two PC

Attendants and four Enhancement Packages.

Table 1-3 Configuration Example Desktop Version 1.0

670744 LK-Desktop Suite-PC Attendant 1-LIC

Description Feature Code Quantity Included Comments

PC Attendant Client 5304 1

PC Assistant Client 5305 1

Softphone Client 5301 1

IP Terminal License 5102 1

3rd Party CTI License 0112 1

670744 LK-Desktop Suite-PC Attendant 1-LIC


PC Attendant Client 5304 1





670741 LK-Desktop-PC Assistant-16 Client-LIC





670825 LK-Desktop Suite-PC Softphone-4-LIC


Softphone (SP310) Client License 5301 4


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Utilizing the Enhancement Package counts against system port capacity.

In the example, the associates required only two Attendants, but the Desktop Clients may utilize

the Attendant features by using (690918 - Shared Services).

670717 LK-SYS-IP Terminal-4-LIC


NEC SIP Client License 5101 4

670753 LK-Desktop Suite-Enhance PKG64-LIC


Desktop Suite Enhance Package 64 5303 64

Table 1-3 Configuration Example Desktop Version 1.0 (Continued)

Table 1-4 Configuration Example Desktop Version 2.0

690918 LK-SYS Shared Service-LIC


PC Attendant Shared Service 5304 128 Provides the ability for any Desktop Client

to utilize Attendant features.


670906 LK-DT Client 16-LIC


Desktop Client 5305 16

670915 LKS-SP E Client-IP 8-LIC


Softphone Client with Enhancementand IP Port License

5301 8 4 used as Softphones and 4 for Enhancement.


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The following table outlines the license codes included when purchasing the

various part numbers related to the Desktop application:

Table 1-5 Overall Breakdown - Desktop Applications

License Code in 10-50-01

PCPro License Description

Part

NumberName Description

5301

Softphone

5303

Softphone

Enhanced

5304

Attendant

5305

Assistant

5102

IP

Terminal

Softphone

0112

3rd

Party

CTI

Client

670903 LK-DT CLIENT

1-LIC

Desktop Client

License - 1

1

670904 LK-DT CLIENT

4-LIC

Desktop Client

License - 4

4

670905 LK-DT CLIENT8-LIC

Desktop ClientLicense - 8

8

670906 LK-DT CLIENT

16-LIC

Desktop Client

License - 16

16

670907 LK-DT CLIENT

64 - LIC

Desktop Client

License - 64

64

670908 LK-DT SP E

CLIENT-IP 1-LIC

Desktop Client

with

Softphone,

Enhancement

and IP Port

License - 1

1 1 1 1

670909 LK-DT SP E

CLIENT-IP 4-LIC

Desktop Client

with

Softphone,

Enhancement

and IP Port

License - 4

4 4 4 4

670910 LK-DT SP E

CLIENT-IP 8-LIC

Desktop Client

with

Softphone,

Enhancement

and IP Port

License - 8

8 8 8 8

670911 LK-DT SP E

CLIENT-IP

16-LIC

Desktop Client

with

Softphone,

Enhancement

and IP Port

License - 16

16 16 16 16


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670912 LK-DT SP E

CLIENT-IP

64-LIC

Desktop Client

with

Softphone,

Enhancement

and IP Port

License - 64

64 64 64 64

670913 LKS-SP E

CLIENT-IP 1-LIC

Softphone

Client with

Enhancementand IP Port

License - 1

1 1 1

670914 LKS-SP E

CLIENT-IP 4-LIC

Softphone

Client with

Enhancement

and IP Port

License - 4

4 4 4

670915 LKS-SP E

CLIENT-IP 8-LIC

Softphone

Client with

Enhancement

and IP Port

License - 8

8 8 8

670916 LKS-SP E

CLIENT-IP

16-LIC

Softphone

Client with

Enhancement

and IP Port

License - 16

16 26 26

670917 LKS-SP E

CLIENT-IP

64-LIC

Softphone

Client with

Enhancement

and IP Port

License - 64

64 64 64

670918 LK-SYS-

SHARED

SERVICE-LIC

3rd Party CTI

and Desktop

Shared

Services

128 1

Table 1-5 Overall Breakdown - Desktop Applications (Continued)

License Code in 10-50-01

PCPro License Description

Part

NumberName Description

5301

Softphone

5303Softphone

Enhanced

5304

Attendant

5305

Assistant

5102IP

Terminal

Softphone

0112

3rdParty

CTI

Client


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Chapter 2 Installation

The installation of the SMB8000 Desktop Applications includes prerequisite software,

if the installation determines these do not already exist on the PC.

The following prerequisite software is installed:

Microsoft .NET Framework 2.0

Microsoft Visual C++ 2005 SP1 Redistributable Package

Direct X End-User Runtimes

Windows Real-Time Communications Client API SDK 1.3

After the prerequisite software is installed, the NECDesktop.msi installs. This

installation includes the following applications:

SMB8000 Desktop Application

Microsoft Outlook Add-In

Video Test Tool

The Desktop Applications are installed in the following directory: C:\Program Files\NEC Desktop Suite

Application logs are in the following directory:

C:\Documents and Settings\All Users\Application Data\SV8100 Application

Suite\PC Phone\Log Files

After installation is complete, the following application environment is available,

depending on what installation options where chosen:

Program group named NEC

Within NEC group are the following:

NEC Desktop Suite

NEC Desktop Configuration

Video Test Tool

TelephonyDriver (3rd)

Shared Services Configuration


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A shortcut for Desktop Applications installs on the Windows desktop.

SECTION 1 INSTALLATION STEPS

To install the SMB8000 Desktop Applications, perform the following procedure:

1. Insert the NEC Applications Installation CD. The CD autoruns. If it does not

autorun, go to Start>Run and type d:\NECInstaller.exe, where d: is the CD ROM

drive.

2. The NEC Installer window opens. Click Next.

Figure 2-1 NEC Applications Installation Window


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3. Choose Install.

Figure 2-2 Install or Uninstall Options


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4. Choose the Applications to install, then click Next.

The applications include:

NEC Desktop Suite - Choose this option to install the NEC Desktop Application

to be used for SP310 IP Softphone, PC Assistant or PC Attendant.

End User Pro - Choose this option to install the End User Programming tool

used for programming buttons and extension based programming like Name

display and display language.

NEC Telephony Service - Choose this option to install the 3rd-Party Shared

Services on the 3rd-Party CTI server if needed (NEC Telephony Service should

only be installed on one machine and is needed for System Wide DSS/BLF,

Shared Central Directory, Phone Message, Quick Message, and Presence.

Quick Message Client - Choose this option to install the Quick Message Client

on machines that will receive quick messages and are not using the Desktop

Application for SP310, PC Assistant, or PC Attendant. The quick messageclient is built into the Desktop Application, so there is no need to install the client

for Desktop Application users.

Figure 2-3 Application Selection to Install or Remove


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5. Enter the IP Address of the IPLA interface on the CPU (10-12-09), then click

Next.

Figure 2-4 IP Address for CPU Connection Settings


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6. Click Next at the Confirm Actions window.

Figure 2-5 Confirm Actions Window


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7. Agree to the license agreement and click Next.

Figure 2-6 Accept License Agreement


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8. Click Next in the NEC Desktop Suite window.

9. Depending on the current version of the Windows Installer on the PC, the

installation may update the Windows Installer. If so, follow the on screen

instructions.

Figure 2-7 NEC Desktop Suite Setup Wizard


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10. Define the installation folder or click Next to accept the default folder.

Figure 2-8 Select Installation Folder


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11. Click Next at the Confirm Installation Window.

12. ClickYes to install the CallTo Configuration to support calling from a CallTo tag/

hyperlink within a web page or MS Office document.

Figure 2-9 Confirm Installation

Figure 2-10 Enable CallTo Tag Feature


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13. Click OK to confirm the CallTo tag configuration.

14. Click Close at the Installation Complete Window.

15. If you chose to install the NEC Telephony Service, the installation begins. Click

Next. If you did not choose to install the NEC Telephony Service, go to Step 25.

Figure 2-11 CallTo Feature Enabled

Figure 2-12 NEC Infrontia Telephony Driver (3rd) Setup


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16. Click Browse to define the installation folder, or click Next to accept the default

folder.

Figure 2-13 Telephony Driver (3rd) Setup Destination Location


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17. Define the IP Address of the CPU, the 3rd-Party TAPI TCP port programmed in

10-20-01, the IP address of the machine you are installing on, and the

Communication time-out, if other than the default.

Figure 2-14 Telephony Driver (3rd) Setup TCP/IP Connection Setting


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18. Click Next at the Service Setting Window.

Figure 2-15 Telephony Driver (3rd) Setup Registration Window


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19. Click Next at the Operation Mode Setting window.

Figure 2-16 Telephony Driver (3rd) Setup Operation Mode Setting


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20. Click Next at the Start Copying Files Window.

Figure 2-17 Telephony Driver (3rd) Setup Start Copying Files


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21. Click Next at the NEC Telephony Service Window.

Figure 2-18 NEC Telephony Service Setup Wizard


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22. Define the Installation Folder or Click Next to accept the default folder.

Figure 2-19 Telephony Service Select Installation Folder


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Figure 2-20 Telephony Service Confirm Installation Start


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Figure 2-21 Telephony Service Installation Complete


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25. If you chose the Quick Message Client, the installation begins. Click Next at the

Quick Message Client Window, or go to Step 29, if you do not choose to install

at this time.

Figure 2-22 Quick Message Client Setup Wizard


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26. Define the installation folder or click Next to accept the default folder.

Figure 2-23 Quick Message Client Install Folder


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Figure 2-24 Confirm Quick Message Client Installation


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Figure 2-25 Quick Message Client Install Complete


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29. Click Next at the NEC Installer Window showing what was installed.

Figure 2-26 NEC Installer Summary


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30. Click Finish.

Figure 2-27 Installation Complete


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SECTION 2 SMB8000 DESKTOP APPLICATIONS SYSTEM PROGRAMMING

The following table lists the SMB8000 System programming related to the Desktop

Applications.

Table 2-1 SMB8000 Desktop Applications System Programming

Program Description Input Data

10-12-03 CD-CP00-US Network

Setup Default Gateway

Define the default gateway to be

used by the IPLA interface.

0.0.0.0 ~ 126.255.255.254

128.0.0.1 ~ 191.254.255.254

192.0.0.1 ~ 223.255.255.254

(Default = 0.0.0.0)


Setup IP Address

Define the IP Address for the

IPLA interface.

0.0.0.0 ~ 126.255.255.254

128.0.0.1 ~ 191.254.255.254

192.0.0.1 ~ 223.255.255.254

(Default (slot1) = 172.16.0.10, (slot4) = 172.16.0.13)


Setup Subnet Mask

Define the Subnet Mask for the

IPLA interface.

128.0.0.0

240.0.0.0

254.0.0.0

255.192.0.0

255.248.0.0

255.255.0.0

255.255.224.0

255.255.252.0

255.255.255.128

255.255.255.240

255.255.255.254

192.0.0.0

248.0.0.0255.0.0.0

255.224.0.0

255.252.0.0

255.255.128.0

255.255.240.0

255.255.254.0

255.255.255.192

255.255.255.248

255.255.255.255

224.0.0.0

252.0.0.0

255.128.0.0

255.240.0.0

255.254.0.0

255.255.192.0

255.255.248.0

255.255.255.0

255.255.255.224

255.255.255.252

(Default - 255.255.0.0)


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10-20-01 Lan Setup for External

Equipment - TCP Port

Define the TCP port for the LAN

CTI and O&M communication

between the CD-CP00-US and

the Desktop Applications.

0-65535

Device 1 (1st-Party CTI used only if 3rd-Party Shared

Services is used) = 0 (Port 8181 recommended.

(Default -Device 9 (LAN CTI Port) = 0 (Port 8282

recommended), Device 11 (O&M Port) = 8110)

10-46-01 SIP Multiline Server

Setup - Register Mode

Define the way the Desktop

Application Softphone will

register with the system. Desktop

Configuration must be set to

match this setting or it will not

launch.

Refer to Chapter 10 Desktop

Registration and Softphone

Override for more information

about registration mode.

0 = Normal

1 = Auto

2 = Manual

(Default = 0)

0 = Normal mode:

When the SP310 launches, it will report the ext.

assigned in the Desktop Configuration or choose the

next available extension in the system. No password

required.

1 = Autos

If set to auto then the SIP user

name and password must be

entered in the Desktop Configuration. These settings

must match 84-22/15-05-27, or the

Softphone) will not come on-line.

2 = Manual:

When the Desktop Application launches, it will prompt

user to enter a user id and password before logging in. It

checks this user id/password against 84-22/ 15-05-27. If

there is no match, the Softphone will not come online.

15-05-27 IP Telephone Terminalbasic data setup - Personal ID

Index

Used when the Softphone or SIPMultiline

telephone is using manual or

auto registration. Assign each

phone a unique personal index.

Then go to command 84-22 to

assign the user name and

password.

0-512

(Default = 0)

15-05-28 IP Telephone Terminal

basic data setup - Addition

Information Setup

Talking Party Off

Set to 0 for Desktop Application

Softphone.

0 = Disable

1 = Enable

(Default = 0)

15-07-01 Programmable

Function Keys

Assign function keys like DSS/

One Touch Trunk Appearancekeys to the Desktop Application

station. To retrieve an internal call on

hold, the station needs anICM key (0

SV8100 Desktop Applications v5.0

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Transcript of SV8100 Desktop Applications v5.0