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Frequently Asked Questions

Frequently Asked Questions: Cisco Unified Communications for RTX

FAQs 2

Overview 3

Getting Started 7

Calls 9

Transferring, Parking, Holding, and Forwarding 12

Video Calls 14

Conference Calls 16

Meetings 17

Switching Modes 18

Selecting Phones 20

Instant Messages 20

Conversation History 21

Voicemail 22

Microsoft Office Integration 24

Upgrade 26

Troubleshooting Features 27

Troubleshooting Topics 28

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Revised: August 25, 2011, OL-25209-01

FAQs

What is Cisco Unified Communications for RTX?Q.

Cisco Unified Communications for RTX adds several user interface (UI) items to your RTX window, and enables you to performthe following tasks:

A.

• Place and receive phone calls, including high-definition video calls.

• Place conference calls, transfer calls, park calls, and forward calls.

• Start meetings to talk to, and to share documents with, one or more other people.

• Access your voice messages visually.

The following illustration shows the new items that Cisco Unified Communications for RTX adds to your RTX window.

Remember that due to different system settings, not all the features of Cisco Unified Communications for RTX are available onyour system.

For more information about Cisco Unified Communications for RTX, read these FAQs. You can find other user documents at

http://www.cisco.com/en/US/products/ps11241/tsd_products_support_series_home.html

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Overview

• Buttons and Icons

• Conversations Window

• RTX Features

• Online Help

Buttons and Icons

What buttons does Cisco Unified Communications for RTX add to RTX?Q.

A.

DescriptionItemNumber

Select to view your call events and voice messages. Thenumber beside the button indicates the number of new missedcalls and new voice messages.

,1

If you have new voice messages, the button is colored red.

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DescriptionItemNumber

Cisco Unified Communications for RTX can onlykeep details of new missed calls and new voicemessages if it is running.

Note

You are using your computer for phone calls. Select to switchfrom using your computer for phone calls to using your deskphone.

2

You are using your desk phone for phone calls. Select to switchfrom using your desk phone for phone calls to using yourcomputer for phone calls.

-

Select to open a keypad that you can use to enter a number ora contact to call.

3

Select the down arrow to select which number you want tocall, the office phone number or the mobile phone number.

4

You can double-click to call the office number of thecontact. If that contact does not have an office number, themobile number is called.

What do the icons in the status bar mean?Q.

DescriptionIconA.

A phone that shares a line with your phone has an active call.

The green icon indicates that call forwarding is enabled. The grey icon indicatesthat call forwarding is disabled. Select either of these two icons if you want to changeyour call forwarding options.

,

An error has occurred. Select this icon if you want to see more information aboutthe error.

Conversations Window

What is the conversations window?Q.

The conversations window is displayed when youA.

• Place or answer a call

• Start or join a conference call

• Call your voice message service

The conversations window displays information about your calls, such as the name or number of the caller, and the duration ofthe call. The window also contains a toolbar that you can use to work with the active call.

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What do the buttons on the conversations window do?Q.

A.

DescriptionItem

Select to end a call.

Select to put a call on hold.

Select to display the volume control. Use the volume control to adjust audio volumefor the duration of the active call. This feature only works when you are using yourcomputer for phone calls.

Select to mute your audio so that other parties on the active call cannot hear you.This feature only works when you are using your computer for phone calls. Selectthis button again to stop your audio from being muted.

Select to stop sending video on the active call, or to resume sending video on thecall. This button is only enabled if the active call is a video call.

Select to open a keypad that you can use to enter numbers or characters. Use thiskeypad to perform tasks such as entering a PIN, a numeric password, or interactingwith applications with telephony user interfaces.

Select to resume the call that is on hold.

Select the down arrow to open a menu from which you can modify how video isdisplayed on the call, start a conference call, transfer a call, park a call, hold orresume a call, send an instant message, or end a call.

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DescriptionItem

Select to expand the display of your video call to full screen. This icon appears whenyou point to your video display, and disappears after approximately two secondswithout mouse movements.

Select to restore the display of your video call from full screen to the size of yourconversations window. This icon appears when you point to your video display, anddisappears after approximately two seconds without mouse movements.

Can I have more than one call simultaneously?Q.

A.

Yes, you can. When you have more than one call, all the calls are listed in the conversations window. The illustration shows twoaudio-only calls, one from Ping Li, and one from Aiguo Zhang. The call from Ping Li is active. The call from Aiguo Zhang is onhold.

How do I activate a call currently on hold?Q.

A. 1 Select the call in the conversations window.

2Select to resume the call.

The call that was previously put on hold is now active.

When you activate a call, the following occurs:

• For the active call, the call toolbar appears under the name of the caller. The call is highlighted.

• For the call that is no longer active, the call toolbar disappears. The call is automatically put onhold.

RTX Features

Cisco Unified Communications for RTX integrates with RTX. What RTX features can I use?Q.

Cisco Unified Communications for RTX integrates closely with RTX, and enhances some existing RTX features such as audiocalls, video calls, and conferencing. You can also use all other existing RTX features when you use the Cisco UnifiedCommunications for RTX.

A.

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Online Help

How do I open the online help?Q.

A. 1 Select in the title bar.

2 Select Help ➤ Help on CiscoUC.

Getting Started

• Headsets and Video Cameras

• Signing In and Starting

Headsets and Video Cameras

How do I set up my headset, or other audio and video devices?Q.

A. 1 Select in the title bar.

2 Select Action ➤ Audio/Video ➤ Audio/Video settings.

3 Select Next to continue.

4 Select the microphone and the speaker that you require from the relevant drop-downlist.

5 Select the video camera from the relevant drop-down list and then select Next.

6 Select Test to test the volume of the microphone and the speaker and then selectNext.

7 Check Start to adjust to preview how your video appears.

8 Select Next to continue.

9 Select Finish when you have specified the settings that you require.

When do I need to set up my headset, and other audio and video devices?Q.

You might need to set up your devices after you do any of the following:A.

• Install Cisco Unified Communications for RTX.

• Start to use a device with Cisco Unified Communications for RTX that is not the currently-selecteddevice.

• Start to use a new device with Cisco Unified Communications for RTX.

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Signing In and Starting

What do I need before I sign in to Cisco Unified Communications for RTX?Q.

You must sign in to your Cisco Unified Communications for RTX before you can place calls, start conference calls, and so on.To sign in to your Cisco Unified Communications for RTX, you must have the following:

A.

• An RTX user account.

• A user account for Cisco Unified Communications for RTX.

• If your system has security implemented for using your computer for phone calls, the required authorization code.

If you do not have these items, contact your system administrator.

How do I sign in to Cisco Unified Communications for RTX?Q.

A. 1 Enter your username in the Username field.

2 Enter your password in the Password field.

3 (Optional) Check Automatically sign in if you want Cisco Unified Communications for RTX to automatically sign you inafter you sign in to RTX.

The Automatically sign in check box is checked when you start Cisco Unified Communications for RTX for the first time.

4 Select Sign In.

5 If your system has security implemented for using your computer for phone calls, do the following:

• Enter your authorization code in the Enter authorization code field.

• Select Sign In.

How do I sign in automatically to Cisco Unified Communications for RTX?Q.

You can set up Cisco Unified Communications for RTX to sign you in automatically after you sign in to RTX. In the sign-inwindow, you must check the Automatically sign in check box if you want Cisco Unified Communications for RTX to sign youin automatically.

A.

How do I start Cisco Unified Communications for RTX?Q.

Verify that Cisco Unified Communications for RTX is installed on your system, and thenA.

1 Start RTX.

2 Sign in to RTX.

3 Sign in to Cisco Unified Communications for RTX.

How do I turn off automatic sign-in to Cisco Unified Communications for RTX?Q.

A. 1 Select in the title bar.

2 Select Sign Out of Cisco UC.

3 Select in the title bar.

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4 Select Sign In to Cisco UC.

5 Uncheck Automatically signin.

6 Select Sign In.

How do I sign out of Cisco Unified Communications for RTX?Q.

A. 1 Select in the title bar.

2 Select Sign Out of Cisco UC

.

If you exit RTX, you are automatically signed out of Cisco Unified Communications for RTX.Note

Calls

• Placing Calls

• Call Behavior

• Searching for Contacts

Placing Calls

How do I place a call?Q.

Double-click to place a call to the contact. If the contact has more than one number listed in the RTX contact information,

click the down arrow at the right of to select the number that you want to call.

A.

If you double-click near the contact name, Cisco Unified Communications for RTX calls theoffice phone number of the contact. If the contact does not have an office phone number, CiscoUnified Communications for RTX calls the mobile phone number of the contact.

Note

What are the other ways to place a call?Q.

A. • Right-click a contact: Right-click the contact in the RTX contact list or the contact photo in the instant message window.Select Start Audio conversation.

• Select Audio: Select the Audio button in the instant message window.

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• RTX search bar: Enter the contact name that you want to call in the search bar. Select the contact. Then select the downarrow and select Start Audio conversation.

•Use the keypad: Select in the RTX main panel. Enter the number or the name of the contact that you want to call, then

select .

•From conversation history: Select or in the RTX main panel. Right-click the entry in the Calls tab or in theVoicemail tab, then select Place a Call.

• From the Actions menu: Select the contact that you want to call, then select in the title bar. SelectAction➤Audio/Video➤ Start Audio conversation.

How do l answer a call?Q.

When you receive a call, a notification window is displayed. Do one of the following actions:A.

•To answer with audio and video, select .

•To answer with audio only, select .

•To divert the call to your voice message service, select .

How do I end a call?Q.

Select . If you want to end a call that is on hold, you must resume the call before you can end it.A.

Call Behavior

How do I stop warnings about closing the conversations window?Q.

When you close the conversations window, you end the current call. A warning is displayed when you close the conversationswindow. You can select whether or not to display this warning. To stop the warning, you can

A.

1Select or in the status bar.

2 Select General, then uncheckWarn me before closing the active conversations window.

If there are any calls on hold, these calls do not end, and the conversations window does not close.Note

What number is called when I select Start Audio conversation or Start Video conversation?Q.

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If you call a contact who has more than one number listed in the RTX contact information, without specifying which number tocall, Cisco Unified Communications for RTX calls the office phone number. If the contact has only one number, Cisco UnifiedCommunications for RTX calls that number.

A.

Why is my call not displayed in the conversations window?Q.

Calls are not displayed in the conversations window under the following circumstances:A.

• When a call is placed from the desk phone, if Cisco Unified Communications for RTX is set to use your computer for phonecalls.

• When a call is placed by the other user who shares the line.

However, calls are displayed in the conversations window if the call is put on hold. This enables you to resume a call that is onhold from your computer, even if the call was placed in the circumstances listed above.

Why are some of my calls put on hold automatically?Q.

If you answer a call while you have an existing active call, the active call is automatically put on hold.A.

When you resume a call that is on hold, any other active conversation is automatically put on hold.

Searching for Contacts

How do I search for contacts?Q.

You can search for contacts in the search bar of the RTX main panel.A.

Alternatively, select You can do at the bottom of the RTX main panel, then select Search for contacts.

You can also use the Select Contact dialog box to search for contacts when you perform the following tasks:

• Transfer a call to a contact.

• Search for a contact to add to an active conference.

• Specify a contact to forward your calls to.

How do I search for contacts in the Select Contact dialog box?Q.

A. 1 Use one of the following search options to search for contacts:

• Enter the name or the RTX username of the contact in the search field.

• Select Organization to search for the contact within the organization.

• Select Contact Group to search for the contact within each customized group that you previously added in RTX.

• SelectMobile Group to search for the contact within the address book in which you previously added exterior contactsin RTX.

Your contacts are searched predictively. The results of the search are listed alphabetically.

2 Select Add to add the contact to the Select user field.

3 Select OK.

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Transferring, Parking, Holding, and Forwarding

• Transferring Calls

• Parking Calls

• Putting Calls on Hold

• Forwarding Calls

Transferring Calls

How do I transfer a call to someone, my mobile phone, or to another of my phones?Q.

A. 1

Select the down arrow in in the conversations window.

2 Select Transfer To ➤ Contact, then use the Select Contact dialog box to search for the contact.

3 Select the contact, then select OK.

If the contact has more than one number in RTX, the call is transferred to the office phone number of the contact.

Alternatively, select Phone Number in the Select Contact dialog box. Enter the number that you want to transfer to in thesearch field. Select Add, then select OK.

4 When the contact answers, select Transfer.

Is there another way to transfer a call to my mobile phone, or to another of my phones?Q.

You can specify your mobile phone, another of your phones, as your remote destination. A remote destination refers to any otherdevice on which you can accept incoming calls placed to your office phone number. To transfer a call to a remote destination, youmust have your Cisco Unified Communications for RTX set to use your computer for phone calls.

A.

Specify your remote destination in your Cisco Unified Communications Manager User Options. Sign in to User Options, thenselect User Options ➤ Mobility Settings ➤ Remote Destinations. You must also have the appropriate configuration in CiscoUnified CommunicationsManager. Contact your system administrator if you want to be able to transfer calls to a remote destination.

To transfer a call to the remote destination, perform the following steps:

1

Select the down arrow in in the conversations window.

2 Select Transfer To ➤ Remote Destination.

Parking Calls

How do I park a call?Q.

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A. 1

Select the down arrow in in the conversations window.

2 Select Park Call from the menu.

The conversations window displays a phone number. Make a note of this number. The conversations window remains openfor a short time after you park the call.

3 Call the number from the phone on which you want to continue the call.

What happens when I park a call?Q.

The call is put on hold, and the system provides you with a number that you can dial from another phone to continue the call.A.

If you do not pick up a call that you park, you receive another call to reconnect you to the caller, on the phone from which youparked the call.

Putting Calls on Hold

How do I put a call on hold?Q.

A. 1 Select the call in the conversationswindow.

The call appears highlighted.

2To put a call on hold, select .

Forwarding Calls

How do I forward my calls?Q.

You can set up Cisco Unified Communications for RTX to forward your calls to one of the following:A.

• Your voice message service.

• Another one of your phone numbers in the RTX contact information.

• Another contact in your organization.

• A phone number that you specify.

To set up Cisco Unified Communications for RTX to forward your calls, perform the following steps:

1Select or in the status bar.

2 Select Calls, then check Forward my calls to.

3 Select one of the following options:

DescriptionOption

Forwards your calls to your voice message service.My voicemail

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DescriptionOption

Forwards your calls to another one of your phone numbers thatare stored in RTX contact information.

Another of my phone numbers

Select the phone number from the drop-down list.

Forwards your calls to another contact, or to a phone numberthat you specify.

Another contact or number

• Select Add or Change, then use the Select Contactdialog box to search for the contact. Select the contact,then select Add.

If the contact has more than one number, CiscoUC for RTX selects the office phone number ofthe contact.

Note

• Alternatively, select Phone Number in the SelectContact dialog box and specify a number.

If you previously specified another contact or numberto forward your calls to, that contact is displayedinstead of the Another contact or number label.

Note

4 Select OK.

The icon is displayed in the status bar of the RTX main panel.

Video Calls

• Placing Video Calls

• Sending and Receiving Video

Placing Video Calls

How do I place a video call?Q.

Right-click the contact in the RTX contact list, then select Start Video conversation.A.

Alternatively, you can select the Video button in the instant message window.

If the contact has more than one number, the office phone number is used for video calls.

Is there another way to place a video call?Q.

Enter the contact name that you want to call in the RTX search bar. Select the down arrow, then select Start Video conversation.A.

How do I expand my video call display to the full screen?Q.

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Select at the top-right of your video display. To restore the display of your video call to the size of your conversations

window, select .

A.

Sending and Receiving Video

How do I stop sending video from my camera on an active call?Q.

Select .A.

The icon is displayed.

To restart sending video from your camera, select .

How do I send video with all my calls?Q.

A. 1Select or in the status bar.

2 Select Video, then check Show my video automatically.

After you check Show my video automatically, you always send video with your calls when youdo one of the following actions:

Note

• Dial the phone number from the keypad.

• Double-click to call a contact.

• Select the down arrow next to to select the number that you want to call in the RTX contactlist.

• Double-click an entry in the conversation history to place a call.

How do I adjust video quality based on my Internet connection?Q.

Depending on how your Cisco Unified Communications for RTX is set up, you can select options to adjust video quality.A.

1Select or in the status bar.

2 Select Video.

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3 Use the slider to set the balance between video quality and computer performance that you require.

Conference Calls

• Placing a Conference Call

• Removing Participants and Ending Conference Calls

Placing a Conference Call

What steps do I need to follow to get a conference call running?Q.

To conduct a conference call with two or more people, you perform the following tasks:A.

1 Select the contacts and place the call to start the conference call.

2 Call the conference call participants and join them to the conference call.

3 (Optional) Add participants to the active conference call.

4 End the conference call.

How do I start a conference call?Q.

A. 1 Select the contacts that you want to include in the conference call from the RTX contact list.

2 Do one of the following:

• Audio call: Right-click the contacts, then select Start Audio conversation.

• Audio and video call: Right-click the contacts, then select Start Video conversation.

The conference call is displayed in the conversations window. The conversations window displays a list of the participants.

If you start a video conference call, by default, at least two of the first three participants including you must be capable of sendingand receiving video. If this is not the case, the conference call is established as audio only. You cannot add video to the call afterthe call is started.

Additionally, if none of the first three participants answer the video conference call with video, the conference call is establishedas audio only. You cannot add video to the call after the call is started.

How do I add the people I selected to the conference call?Q.

A. 1 Select Call for the participant in the participant list.

When the participant answers, you can speak to the participant.

2 Do one of the following:

• Select Join for the participant.

The participant is added to the conference call.

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• If you do not want to add the participant to the conference call, select Remove for theparticipant.

3 Repeat steps 1 and 2 to call other conference call participants.

How do I add people to an active conference call?Q.

If you are on a phone call, or a conference call, you can add other contacts to join the current participants in the active conferencecall.

A.

1

Select the down arrow in in the conversations window.

2 Select Conference With ➤ Contact.

3 Do one of the following in the Select Contact dialog box:

• Search for the contact, then select the contact.

• Select Phone Number, then enter the number that you want to call.

4 Click Add to add the contact or the number to the Select user field.

The newly added participant appears in the conversations window. If the contact has more than one number in RTX contactinformation, you can select the number at which you want to call the contact by selecting the down arrow beside the Call button.

Removing Participants and Ending Conference Calls

How do I remove someone from a conference call?Q.

You can remove a participant from a conference call before the participant joins the conference call by selecting the Removebutton for the participant.

A.

How do I end a conference call?Q.

Select in the conversations window.A.

When you are calling conference participants to add them to the conference call, or you are speaking to the participants before

you join them to the conference, you can end the conference call by removing all the participants and then selecting thebutton.

Meetings

What is the difference between a meeting and a conference call?Q.

A meeting enables you to talk to, and to share documents with, one or more people.A.

Ameeting can include a shared visual space, displayed in a browser, where you can share documents, applications, or your desktopwith participants. A meeting can also include video of you and other participants.

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A conference call is a phone call in which you can speak to two or more other people. It does not include a shared visual space.It does include audio, and can also include video.

How do I start a meeting?Q.

Before you start a meeting, you must sign in to Cisco Unified Communications for RTX. If your system administrator does notset to use the Cisco Unified Communications RTX username and password as meeting credentials, make sure that your meetingcredentials are correct in Cisco UC Settings ➤ Accounts.

A.

1 Select the contacts that you want to include in the meeting from the RTX contact list.

2 Right-click the contacts, then select Start Meeting.

The system starts the meeting automatically and adds you to the meeting. The contacts you selected receive the meeting invitationthrough a notification window. They can select the Join meeting link to join the meeting in the notification window.

How do I know if my meeting credentials are correct?Q.

A. 1 Select in the title bar.

2 SelectHelp ➤ Server Status and Error Notifications. The green icon next to theMeeting Site section header indicates thatyour meeting credentials are correct.

I am in a conference call and I want to share a document. How do I start a meeting?Q.

A. 1

Select the down arrow in in the conversations window.

2 Select Start a Meeting.

Meetings may look or function differently on different systems, depending on individual and systemsettings.

Note

I am in a group chat and I want to share a document. How do I start a meeting?Q.

Select theMeeting button in the group chat window.A.

How do I join a meeting?Q.

When you are invited to a meeting, you receive a meeting invitation through a notification window.A.

Select the Join meeting link to join the meeting.

Switching Modes

What is the difference between using my computer for phone calls and using my desk phone?Q.

Cisco Unified Communications for RTX allows you to make phone calls from your computer, or from your desk phone.A.

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The following table provides the difference between using your computer for phone calls and using your desk phone.

Where to Perform the Call Task UsingYour Desk Phone for Phone Calls

Where to Perform the Call Task Using YourComputer for Phone Calls

Call Tasks

Cisco Unified Communications for RTXor desk phone

Cisco Unified Communications for RTXPlace and receive calls

Cisco Unified Communications for RTXor desk phone

Cisco Unified Communications for RTXHold and resume calls

Cisco Unified Communications for RTXor desk phone

Cisco Unified Communications for RTXEnd calls

Desk phoneCisco Unified Communications for RTXAdjust audio volume of calls

Desk phoneCisco Unified Communications for RTXMute the microphone

Cisco Unified Communications for RTXCisco Unified Communications for RTXMute video in video calls1

Make sure the computer with thecamera is tethered to the deskphone.

Note

Additionally, when you use your desk phone for phone calls, the following features are not available:

• Selecting Transfer to ➤ Remote Destination to transfer a call to your mobile phone, or to another of your phones.

You can still select Transfer to ➤ Contact to transfer a call to your mobile phone, orto another of your phones.

Note

How do I switch between using my computer for phone calls and using my desk phone?Q.

Select or in the RTXmain panel. The button that is displayed in the toolbar depends on whether you are currently usingyour computer for phone calls or using your desk phone.

A.

DescriptionButton

You are using your computer for phone calls. Select this button to switch to usingyour desk phone.

You are using your desk phone for phone calls. Select this button to switch to usingyour computer.

Can I place calls while I switch from my computer to my desk phone?Q.

1 If you are using Cisco Unified IP Phone 9971, 9951, 8961, or 7985, you can mute your video in video calls only on your desk phone.

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No. The phone features in Cisco Unified Communications for RTX are unavailable during the process of switching from yourcomputer to your desk phone, or from your desk phone to your computer.

A.

Selecting Phones

What do I need to select a phone?Q.

If you have more than one desk phone, you can select which desk phone you want to work with Cisco Unified Communicationsfor RTX. For example, if you have one desk phone in your work office, and another desk phone in your home office, you can

A.

select which desk phone works with Cisco Unified Communications for RTX. Then you can use Cisco Unified Communicationsfor RTX to perform phone functions on the desk phone. For example, you can use Cisco Unified Communications for RTX to puta call on hold, transfer a call, end a call, and so on.

How do I select a phone?Q.

A. 1 If you want to select a desk phone, make sure that the Cisco Unified Communications for RTX is set to use a desk phone forphone calls.

2Select or in the status bar.

3 Select Change.

4 Select the phone that you require.

If you select a desk phone that has multiple lines, you can select the line that you require.

5 Select OK.

Why is Cisco IP Communicator in my list of devices when I am using my desk phone for phone calls?Q.

Cisco IP Communicator is treated as a desk phone by your Cisco Unified Communications system, so it appears in your list ofdevices when you are using your desk phone for phone calls, but not when you are using your computer for phone calls.

A.

Instant Messages

How do I send an instant message to the other party in a phone conversation?Q.

A. 1

Select the down arrow in in the conversationswindow.

2 Select Send an Instant Message.

Can I send instant messages to participants in a conference call?Q.

Yes, you can send instant messages to a participant that you select, or to all participants.A.

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DescriptionParticipants

One1 Right-click the participant in the conference call in the conversations window.

2 Select Send an Instant Message.

All1

Select the down arrow in in the conversations window.

2 Select Start an Instant Message Conference.

An instant message conference starts with all participants who have valid RTXusernames within the organization. If some participants who have valid RTXusernames are offline, they see the instant messages after they sign in to RTX.

Conversation History

What events can I view in my conversation history?Q.

You can view call events and voice messages in your conversation history.A.

• Calls tab

• Calls that you place or receive.

• Calls that you miss.

• Conference calls that you start or participate in.

• Voicemail tab

• Voice messages that you receive.

How do I view my conversation history?Q.

Select or in the RTX main panel.A.

Cisco Unified Communications for RTX can only keep details of missed calls when it is running.If you have a desk phone, and Cisco Unified Communications for RTX was not running, theremight be a difference between the number of missed calls on the desk phone and that number onthe Cisco Unified Communications for RTX.

Note

How do I place a call to a caller in my conversation history?Q.

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In the Calls tab or the Voicemail tab, right-click the entry for the caller in the conversation history. Then select Place a Call orPlace a Video Call.

A.

How do I send an instant message to a contact in my conversation history?Q.

You can send an instant message to a contact in the Calls tab or the Voicemail tab.DescriptionContacts

A.

Right-click the contact, then select Send an Instant Message.One

Select the contacts, right-click the selected contacts, then select Send an InstantMessage.

More than one

How do I start a conference call with contacts in my conversation history?Q.

A. • Select the contacts in the Calls tab or the Voicemail tab, right-click the selected contacts, then select Start ConferenceCall.

• Locate a conference event in the conversation history, then double-click the event.

How do I view contact information for a contact in my conversation history?Q.

In the Calls tab or the Voicemail tab, right-click the contact, then select View Contact Card.A.

How do I delete events from my conversation history?Q.

A. 1 Select the events that you want to delete in the Calls tab.

2 Right-click the events and select Delete from the popup menu.

You can still view deleted events by selecting Deleted in the Show drop-down list before youdelete the event permanently.

Note

Voicemail

• Visual Voicemail Credentials

• New Voice Messages

• Playing Voice Messages

Visual Voicemail Credentials

How do I enter my voicemail username and password?Q.

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If your system administrator sets to use the Cisco Unified Communications for RTX username and password as voicemailcredentials, you don't need to enter them. Otherwise, you must enter your voicemail username and password to use the visualvoicemail feature in the following steps:

A.

1Select or in the status bar.

2 Select Accounts, then enter the username and password under the Visual Voicemail group title

.

New Voice Messages

How do I know if I have new voice messages?Q.

The Conversation History button is colored red if you have new voice messages.A.

Playing Voice Messages

How do I access my voice messages?Q.

A. •Select or in the RTX main panel, then select the Voicemailtab.

How do I play my voice messages?Q.

You can listen to your voice messages in either of the following ways:A.

• Visual voicemail: Opens the Voicemail tab that displays a visual representation of your voice messages. This tab lists yourvoice messages in a similar way to your email messages: new messages are displayed in bold, urgent messages have anexclamation point (!), and so on. You can use theVoicemail tab to play, pause, rewind, fast forward, and delete your messages.

• Audio voicemail: Select the Call Voicemail button to place a call to your audio voice message service. You can follow theaudio prompts to listen to, and interact with, your messages.

What can I do with my messages in visual voicemail?Q.

Visual voicemail is a visual representation of your voice messages. The Voicemail tab lists your voice messages in a similar wayto your email messages: new messages are displayed in bold, urgent messages have an exclamation point (!), and so on. You canperform the following tasks:

A.

• Play a message: Double-click the message. Alternatively, select the Play button beside the message.

• Pause a message: Select the Pause button beside the message.

• Rewind or fast forward a message: Select the desired point of the progress bar of the message to rewind or fast forwardthe message to that point.

• Delete a message: Right-click the message, then select Delete from the pop-up menu. Alternatively, select the message,then press the Delete key.

What other tasks can I do in visual voicemail?Q.

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A. •Mark a message as new: Right-click the message, then selectMark as New.

• Identify a message that I have not listened to, or a new message: Messages that you have not listened to are displayed inbold font.

• Show only particular messages: Select the option you require from the Show drop-down list. For example, to display newmessages only, select Today.

• Adjust the volume: Use the volume control at the top right of the window to adjust the volume at which voice messagesare played.

• Call your audio voicemail: Select the Call Voicemail button to place a call to your audio voice message service. You canfollow the audio prompts to listen to, and interact with, your messages.

• Respond to the voicemail: Right-click the message to respond immediately by placing a call, placing a call with video orsending an instant message.

How do I delete a message in visual voicemail?Q.

When you delete a message, you are not permanently deleting the message. It is moved to a folder for deleted messages. Afteryou move a message to this folder, you can still restore the message to your list of voice messages. You can also delete all deletedmessages permanently.

A.

• Delete a message: Right-click the message, then select Delete.

• Restore a deleted message: SelectDeleted from the Show drop-down list. Right-click the message that you want to restore,then select Restore Record.

• Delete a message permanently: Select Deleted from the Show drop-down list. Right-click the message, then select DeleteRecord Permanently.

Selecting Delete Record Permanently removes all the deleted voice messages.Note

Depending on how administrators set up Cisco Unified Communications for RTX, youmight not be able to restore a deleted message, or delete a message permanently.

Note

Microsoft Office Integration

What is Microsoft Office integration?Q.

With Microsoft Office integration, you can place calls, send instant messages to contacts, or view contact cards from MicrosoftOutlook, Word, Excel, PowerPoint, and SharePoint. For a list of which versions of these applications support this feature, pleasesee the Release Notes for Cisco Unified Communications for RTX.

A.

Why can't I send instant messages or make calls to contacts from my applications?Q.

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You can send instant messages or place calls to contacts fromwithin some applications if the feature is available in your configurationof Cisco Unified Communications for RTX. Ask your administrator if this feature is available. Additionally, you must enable theMicrosoft Office integration feature in Cisco UC Settings ➤ General.

A.

How do I send an instant message from an application?Q.

The method by which you send an instant message varies depending on the application and the version of the application thatyou are running, as described in the following table:

A.

To Send an Instant MessageApplication

Take one of the following actions:Outlook 2007

• From the RibbonMessage tab, select IM➤Reply with InstantMessage orReplyAll with Instant Message.

• Right-click on the contact, then select Reply with Instant Message or Reply Allwith Instant Message.

Take one of the following actions:Outlook 2010

• From the Ribbon Home tab or the Ribbon Message tab, select IM ➤ Reply withIM or Reply All with IM.

•Move the mouse over the contact to display the contact card and then select .

Word 2010, Excel 2010, andPowerPoint 2010 1 Select File ➤ Info.

2 In the Related People Pane on the right side of the window, move the mouse over acontact name2 to display the contact card.

3Select in the contact card.

Select the contact to display the contact card, then select in the contact card.SharePoint 2010

How do I place a call from an application?Q.

You can call a number or a contact from within the supported applications. The method for placing the call varies dependingon the application and the version of the application.

A.

To Call a ContactApplication

Take one of the following actions:Outlook 2007

• Select Call ➤ Call Contact in the Respond group on the Ribbon Message tab.

• Right-click a contact in an email header, then selectCallContact➤CallContact.

2 The contact name must be an email address that Microsoft Office applications can recognize.

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To Call a ContactApplication

Take one of the following actions:Outlook 2010

• SelectMore ➤ Call ➤ Call Contact in the Respond group on the Ribbon Hometab or the Ribbon Message tab.

• Move the mouse over the contact name to display the contact card, then select

and select which phone number that you want to call.

Word 2010, Excel 2010, PowerPoint2010 1 Select File ➤ Info.

2 In the Related People Pane, move the mouse over a contact name3 to display the

contact card, and select .

3 Select which phone number that you want to call.

Select the contact to display the contact card, then select . Select which phonenumber that you want to call.

SharePoint 2010

Upgrade

How do I perform an upgrade of Cisco Unified Communications for RTX?Q.

Two upgrade types are available for your Cisco Unified Communications for RTX:A.

• Upgrade with alerts—You get an upgrade alert. When you get an alert of a mandatory upgrade, youmust perform the upgradebefore you continue using Cisco Unified Communications for RTX. When you get an alert of a recommended upgrade, youcan continue using Cisco Unified Communications for RTX without performing the upgrade. It is recommended that youalways upgrade to the latest version.

• Upgrade without alerts—You don't get upgrade notifications. Select in the title bar, then select Help ➤ Upgrade tocheck for available upgrades.

For both upgrade types, follow the upgrade wizard to complete the upgrade.

I get an error about a mismatched software version when I start Cisco Unified Communications for RTX after an upgrade. Whatdo I need to do?

Q.

This error indicates that your RTX version is not compatible with the version of Cisco Unified Communications for RTX. Contactyour system administrator.

A.

3 The contact name must be an email address that Microsoft Office applications can recognize.

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I get an error about a loading failure for Cisco Unified Communications for RTX when I start it after an upgrade. What do I needto do?

Q.

An incomplete upgrade of Cisco Unified Communications for RTX may cause this problem. Contact your system administrator.A.

Troubleshooting Features

What is a problem report?Q.

If you encounter a problem with Cisco Unified Communications for RTX, you can create a problem report. You can enter adescription of the problem, and this is included in an automatically-generated report.

A.

The report contains logs from your computer and is saved to your desktop. You can send this file to your system administrator tohelp analyze the problem you are experiencing.

How do I create a problem report?Q.

A. 1 Select in the title bar.

2 Select Help ➤ Create Problem Report.

3 Read the privacy agreement text on the Problem Reporting Tool window, then check the privacy agreement checkbox.

4 Enter a description of the problem in the Problem description text box.

5 Select Create Report.

A copy of the report is saved to your desktop.

How do I view connection statistics for the current call?Q.

When you are using your computer for phone calls, you can view statistics about how audio and video traffic for the active callis being sent and received.

A.

1

Select the down arrow in in the conversations window.

2 Select Connection Statistics.

3 Select Close when you are finished viewing your call statistics.

How do I view the status of my connections to servers?Q.

You can view the status of the servers that are included in your Cisco Unified Communications system.A.

1 Select in the title bar.

2 Select Help ➤ Server Status and Error Notifications.

To show details for any of the categories of server status information, select the category to expand it. To hide the details,select the arrow again.

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3 Select Close when you are finished.

How do I view my error notifications?Q.

You can view error notifications that the Cisco Unified Communications system sends to Cisco Unified Communications for RTX.A.

1 Select in the title bar.

2 Select Help ➤ Server Status and Error Notifications.

3 Select the Error Notifications tab.

4 Select Close when you are finished.

Troubleshooting Topics

• Audio

• Video

• Confirmation Messages

• Meetings

• Display

Audio

Why cannot I hear anything after I start a call with Cisco Unified Communications for RTX?Q.

You might be using your desk phone for phone calls. Make sure you use your computer for phone calls. That is to say, you see

in the RTX main panel. If you are using your desk phone for phone calls, you use Cisco Unified Communications for RTXto control your desk phone to make phone calls. You talk to your contacts using your desk phone.

A.

Why is my voice quality poor in a video call when I am using a USB video camera?Q.

Cisco Unified Communications for RTX may use the USB video camera as your audio device. If you have other audio devicesavailable, select one of them as your audio device.

A.

Video

How do I check whether I am sending high-definition (HD) video?Q.

Look at the video that you are sending during a call. If your video does not appear to be HD, check the video statistics for thecall as follows:

A.

1 Place a video call.

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2

Select the down arrow in in the conversations window.

3 Select Connection Statistics.

4 Select the Video Statistics tab.

If the codec height and width in the Transmit area do not match the following values, then you are not sending HD:

ValueField

720Codec Height

1280Codec Width

Why am I not sending HD video?Q.

If you are not sending HD video, perform the following checks:A.

1 Ensure that you are using a HD video camera.

2 Ensure that your computer meets the required specifications for processing HDvideo.

3 Ensure that the person you are calling has a computer that can receive HD video.

4Select or in the status bar.

5 Select Video. Move the slider to the end of the best video quality side of the slider.

If you are still not sending HD video, contact your system administrator.

Confirmation Messages

I selected not to show confirmation messages on deleting events. How do I show them again?Q.

If you delete an event from your conversation history, a confirmation message is displayed. You can check Do not show thismessage again on the message.

A.

If you want to show the confirmation messages again, you perform the following steps:

1Select or in the status bar.

2 Select General, then checkWarn me before deleting conversation history events.

Meetings

Why is the meeting feature unavailable?Q.

When you try to start a meeting, a message might be displayed that says that this feature is unavailable, or the Start Meetingmenu option is not available. If you experience these problems, enter the correct meeting username and password. The usernameand password allows you to use the server that manages meetings.

A.

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The meeting feature is unavailable. How do I enter my meeting username and password?Q.

Verify that you have already signed in to Cisco Unified Communications for RTX.A.

1Select or in the status bar.

2 Select Accounts, then enter the username and password under theMeetings grouptitle.

Why am I not in a meeting after I select the Join meeting link?Q.

This problem may occur if the security level of your web browser is high. To resolve this issue, set the security level to medium.A.

Display

Why the Account tab is not available in Cisco UC Settings?Q.

If your system administrator sets to use the Cisco Unified Communications for RTX username and password as credentials forvisual voicemail and meetings, you don't need to enter the credentials. Cisco Unified Communications for RTX hides theAccounttab in Cisco UC Settings.

A.

The Call button for each contact and some buttons in the RTX main panel are disabled. What do I need to do?Q.

The disabled Call button and other disabled buttons indicate that you have not successfully signed in to Cisco UnifiedCommunications for RTX. Select in the title bar, then select Sign In to Cisco UC to sign in to Cisco Unified Communicationsfor RTX.

A.

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THE SPECIFICATIONS AND INFORMATION REGARDING THE PRODUCTS IN THIS MANUAL ARE SUBJECT TO CHANGE WITHOUT NOTICE. ALL STATEMENTS,INFORMATION, AND RECOMMENDATIONS IN THIS MANUAL ARE BELIEVED TO BE ACCURATE BUT ARE PRESENTED WITHOUT WARRANTY OF ANY KIND,EXPRESS OR IMPLIED. USERS MUST TAKE FULL RESPONSIBILITY FOR THEIR APPLICATION OF ANY PRODUCTS.

THE SOFTWARE LICENSE AND LIMITEDWARRANTY FOR THE ACCOMPANYING PRODUCT ARE SET FORTH IN THE INFORMATION PACKET THAT SHIPPED WITHTHE PRODUCT AND ARE INCORPORATED HEREIN BY THIS REFERENCE. IF YOU ARE UNABLE TO LOCATE THE SOFTWARE LICENSE OR LIMITED WARRANTY,CONTACT YOUR CISCO REPRESENTATIVE FOR A COPY.

The Cisco implementation of TCP header compression is an adaptation of a program developed by the University of California, Berkeley (UCB) as part of UCB’s public domain versionof the UNIX operating system. All rights reserved. Copyright © 1981, Regents of the University of California.

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Cisco and the Cisco Logo are trademarks of Cisco Systems, Inc. and/or its affiliates in the U.S. and other countries. A listing of Cisco's trademarks can be found at http://cisco.com/go/trademarks. Third party trademarks mentioned are the property of their respective owners. The use of the word partner does not imply a partnership relationship between Ciscoand any other company. (1101R)

Any Internet Protocol (IP) addresses used in this document are not intended to be actual addresses. Any examples, command display output, and figures included in the document are shownfor illustrative purposes only. Any use of actual IP addresses in illustrative content is unintentional and coincidental.

Frequently Asked Questions for Cisco Unified Communications for RTX Release 8.6

© 2011 Cisco Systems, Inc. All rights reserved.

© 2011 Cisco Systems, Inc. All rights reserved.

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