Softalk Office User`s Manual - Packet8
Contents
1. Audio Only All Features Minimum Optimal Minimum Optimal Processor Intel Pentium II Pentium III Intel Pentium Ill Pentium A 400 MHz or 1 3 GHz or 700 MHz or 2 0 GHz or equivalent equivalent equivalent equivalent Memory 128 MB RAM 128 MB RAM 256 MB RAM 256 MB RAM Hard Disk Space 15 MB 30 MB 30 MB 30 MB Operating System Windows 2000 Windows 2000 Windows XP Windows XP Connection IP network connection Dial up broadband LAN and wireless Sound Card Full duplex 16 bit Multi media Device Requirements Since Packet8 Softalk Office is a software application speakers and a microphone are required to make calls Any of the following configurations are acceptable External speakers and microphone Dual jack multimedia headset Built in microphone and speakers USB multimedia headset USB phone Calls made with Packet8 Softalk Office will work without a video camera but one is necessary to allow other callers to see the caller s image Packet8 Softalk Office will work with most USB video cameras Installing Packet8 Softalk Office Installing Packet8 Softalk Office is straightforward 1 Order your service account for Softalk Office configure the PBX configure your Softalk Office extension then create your Softalk Office user profile 2 You will be sent an email with the downloading instructions and your user profile details 3 Click on link provided in the email Windows installation i2. Microphone device Change this field only if you want to override the device selected by zero touch device configuration Make the appropriate choice m Select the device that you want to use for audio in recording your voice when the speakerphone button is pressed It can be any microphone it does not have to be the microphone on the device you specified as the speaker device For example it can be the microphone on your camera m Select None if you do not have a speakerphone The speakerphone button on the dialpad is disabled Use Acoustic Echo Cancellation AEC Reduces the echo effect that can arise with a speakerphone or that can arise if the sound from the speakerphone or headphone leaks into the microphone Turning this feature on may use more processing power which may slow down your applications This setting is typically on Use Auto Gain Control AGC Automatically adjusts the microphone volume level so that the other party does not hear the distortion that might be caused by too high a microphone input or too low volume due to too low input level This setting is typically on Use noise reduction Automatically attempts to remove background noise Typically on for the speakerphone Ring Device Speaker device The device where you want to hear the phone ringing the headset the speakephone or none Speaker volume The volume of the ringer Camera
3. Ringing in the call status screen When the caller answers you should hear him her and see the message Call Established in the call status screen Quick Dial Function There are 3 quick dial features for access to the Auto Attendant AA Voicemail VM and Conference Bridge CB Pressing these buttons from an idle or connected call will automatically dial these important extensions You can also place a call by clicking on an available on screen line button and dialing the appropriate number Conference calling is covered in Call Conferencing of this document How Description Keying 1 If you start to enter a name and the Turn Letters feature is on then these letters are converted to numbers Press Clear then spacebar and try again See Options General Application on page 13 for details on the Turn Letters feature 2 Click or press Enter Partial keying As you key in an entry a suggestion for completing the entry may appear Press Tab to accept the suggestion Then click or press Enter Drag and drop Drag an entry from the Contacts tab or any of the lists in the Calls tab to the Call display If the Contacts list contains lots of contacts use the gt field to filter the list Then drag the entry Right clicking Right click an entry on the Contacts tab or any of the lists in the Calls tab and choose Phone this Person If the Contacts list contains lots of contacts use the field t
4. Sending Video Figure 21 Video and Contact Wing Open To start the video click the Start Video button at the top of the screen You will see your own image at the bottom and image s of the other caller s at the top Packet8 Softalk Office allows you to pre set your softphone to Auto Video mode When the Packet8 Softalk Office is set to this mode Packet8 Softalk Office enable video automatically when a call is established To enable Auto Video simply click on the AV button on the top of the Video Wing To configure a video camera click the Video Tools button The options available depend on the type of camera being used For more information please refer to the appropriate camera manufacturer s documentation You can close detach and reattach the Video Wing in the same manner as they would for the Contact Wing NOTE A webcam is required in order to send video However you do not need one to receive video 34 Application Hot Keys Packet8 Softalk Office includes a number of keyboard shortcuts available for many functions A list of these is shown in the table below Function Keyboard Shortcut Select Line 1 F1 or Ctrl 1 Select Line 2 F2 or Ctrl 2 Settings Dialog F8 or Ctrl 8 Diagnostic Window F9 or Ctrl 9 Toggle Letters to Digits Space bar Auto complete number to dial Tab Clear Backspace Dial Enter Auto Answer AA Ctrl a Do Not
5. Choose the desired directory and click OK To record a call click the REC button at any time during the call Click the button again to stop recording Recordings will be saved as AVI files Voicemail Packet8 Softalk Office has a Voicemail box If you have a voicemail message you will see an envelope display on the screen of softphone To check your voice messages click on the envelope icon show the envelope icon on the screen When prompted enter your password Refer to your Packet8 Features Guide for more information 27 The Wings amp Settings Menu As with similar features on cell phones Packet8 Softalk Office allows you to store a list of contacts in a virtual phone book Softalk Office also includes a settings dialog that provides access to a variety of relevant settings The Contact Wing To open the Packet8 Softalk Office Contact wing click the black button toward the extreme right edge of the graphic display Figure 17 Calls amp Contacts Contacts e Sir speu FA Figure 17 Contact Wing Open 28 Chapter 5 The Contact Wing Using Contacts Call a contact To use the person s primary number double click or drag the contact to the Call Display To choose the number to use right click and choose Call then click the desired number E mail a contact who Right click and choose Send E mail has an e mail address Managing Contacts Adding Deleting
6. Disturb DND Ctrl d Hang up Ctrl h Call Ignore Ctrl i Mute Ctrl m Conference Ctrl n Hold Ctrl o Exit Cl q Redial Ctrl r Send to Voicemail Ctrl s Paste Ctrl v Chapter 6 Application Hot Keys Function Keyboard Shortcut Inc Dec Speaker Volume Up Down Arrows Inc Dec Microphone Volume Right Left Arrows Packet8 Softalk Office Troubleshooting The following is the troubleshooting guide for Packet8 Softalk Office Audio Problems This guide assumes that your computer s sound and video system are working normally There are several factors that may affect sound quality when using Packet8 Softalk Office These include the quality of the network connection network device quality and headset model Some of the common problems experienced are given below along with some useful tips on how to minimize their effect Audio Contains Pops at Loud Points in Voice Popping sound is a symptom of over modulation Ask the other caller to decrease their microphone slider and or adjust the microphone gain Audio Contains Bothersome Background Noise Significant background noise can be due to the level of the silence threshold Have the other caller adjust their silence threshold which they can do by clicking on S and select Options Devices Cannot connect client Try the following steps 1 Verify your user name is set up 2 Verify user name is correct 3 Verify that your voicema
7. To drag a contact to a different group select it and drag it to the new group name m Todeletea contact right click the contact and choose Delete The contact is removed from this group Contact Properties Dialog Box 1 Enter the desired information 2 When you click OK the contact is added to the specified group or groups with the specified primary contact method displayed in the list Contact Properties Dialog Box Field Description Name Complete as desired Display as Required This is the name that will appear in the Call Display and the Call Alert when this person phones you Group s Either m Choose one group m Click Select More and select several groups The new contact will be added to each group m Create anew group by clearing the field and typing in anew name The new contact will be added to this new group m Clear the displayed group in order to add the contact to No Group Contact Information Enter contact information If necessary change the primary Contact Information 30 Chapter 5 The Contact Wing Importing Contacts You can import a contacts list from A comma separated file Use this method to import from a Microsoft Excel file You will first have to set up the file see below a A Microsoft Outlook or Microsoft Exchange contacts list a pst file a A vCard file vcf file A vCard is an electronic business card that is often attached to an emai
8. in dialog box will show up and request 1 Softalk Office Username 2 Softalk Office Password Log In to Softalk x em Please login to Softalk S KI Your softalk number Password MV Remember Settings kW Do not ask again Forgot Password Create Username Cancel Log In Figure 2 Log In Dialog Box Your Softalk Office username and password can be found in the Confirmation configuration email that was sent to you NOTE Your default Softalk Office password will be the same as the password to your voicemail For security reasons we highly recommend you change your password after you have logged in for the first time Chapter 3 Placing a Call When finished entering all of the information click Log In If all required information is saved Softalk Office will attempt to login to the Packet8 s network indicated by a Logging in message in the call status screen IMPORTANT When the message Ready Your Virtual Office account 1 XXX XXX XXXX appears in the call status screen then Packet8 Softalk Office is ready to make and receive calls If You see the message Login failed the login was not successful and you will not be able to make or receive calls For such cases refer to Appendix A Packet8 Softalk Office Troubleshooting which includes tips for this and other potential softphone problems Placing a Call As mentioned in the previous section Packet8 Softalk Office is ready to make or recei
9. m Echo will occur if the user s microphone can pick up sounds coming from the speakers used for the softphone call when not using an integrated headset m The microphone level might be too high or the amplifier might be turned on in the generic Windows audio controls 38 Appendix A Audio Problems Diagnostic Log Packet8 Softalk Office writes diagnostic information to a log file You can view this log file by pressing F9 on their keyboard The log is rather cryptic but when having difficulties with Packet8 Softalk Office it may become necessary for the user to e mail the log to their technical support representative Z Diagnostics 45 Event message summary Subscription State active c application simple message summary User Agent Packet8 1 1 32 MWI eSLEE 0 12 32 vi SIP 2 0 UDP 63 209 0 75 5050 branch z9hG4bKaFKGabxvsBbh6 SI Record Route lt sip ayRa0SutQUhnSSiyBhyODaNcXGh 63 209 0 75 5051 Messages Waiting no VoiceMail 0 0 0 0 15 21 37 0 SENDING TO 63 209 0 75 5050 SIP 2 0 200 OK Via SIP 2 0 UDP 63 209 0 75 5050 branch z9hG4bKaF KGaDxvsBh6 Via SIP 2 0 TCP 63 209 0 75 5075 branch z9hG4bKaaYe jmebqYYda Record Route lt sip ayRa0SwtQUhnSSiyBhyODaNcXGh 63 209 0 75 5051 Contact lt sip 035300098192 84 19 225 12336 gt To lt sip 03530009 castellane packet8 pilot net gt tag cO4dbc6b From lt sip 03530009 castellane packet8 pilot net gt tag ag1Z6daTS Call ID 25223b628a708323 TFOxMDc CSeq 336702
10. or Renaming Groups Click the Contacts menu and choose Manage Groups The Manage Groups dialog box appears m To create anew group click New Group type a name and press Enter m Torename click on the group so that only the text is selected Type the new text and press Enter m To delete a group select the group and choose Delete Group The group is deleted The contacts in that group are moved to No Group Adding a Contact Contact Properties General Details Name Display as Group s v Select More Contact Information Type Phone Address Primary Business E mail Figure 18 Contact Menu Add Contact Click the Contacts menu and choose Add Contact The Contact Properties dialog box appears see below 29 Chapter 5 The Contact Wing Finding a Contact If the contacts list is long use the field to filter the contacts that are displayed To clear the filter and redisplay all contacts clear the field Changing Contact Information To change the information for a contact right click the contact and choose Edit The Contact Properties dialog box appears see below Some of the changes you can make are m Change any contact details m Add delete or change a contact method m Change the primary contact method Move a contact to another group by selecting a different group m Add an existing contact to more groups by selecting one or more extra groups Moving or Deleting a Contact m
11. that you work with Softalk Office See Options General Application on page 13 Open Diagnostic Log Customer support may ask you to pen this log if you are experiencing problems with Softalk Office For information see Options Advanced Diagnostics on page 19 Open Diagnostic Folder Customer support may ask you to pen this log if you are experiencing problems with Softalk Office For information see Options Advanced Diagnostics on page 19 m Privacy Management See The Privacy Management Window on page 23 m Log in This is where you login to your new Softalk Office or exisiting account Chapter 3 Softalk Office Menu m Help This menu item takes you to http www packet8 net support faqs m About Shows the version of Softalk Office m Exit To exit Softalk Office Launch the dial pad Softalk Office menu by clicking a at the top of the Softalk Office phone or right click anywhere over the on screen dial pad see Figure 6 SIP Account Settings Log In Privacy Management Open Diagnostic Folder Help About MUTE e DEE GE reon COUNTERPATH Oo Figure 6 Menu The Diagnostic Log contains important network and protocol information that may be useful for troubleshooting For more on this see Packet8 Softalk Office Troubleshooting in Appendix A Chapter 3 Options Options Options are settings and preferences that apply to al
12. 024 NOTIFY User Agent Packet8 Softalk release 9700a stamp 25821 Content Length 0 Figure 9 Diagnostic Log 39
13. Camera This field appears only on the version of Softalk Office that include video functionality Complete this field only if you have disabled zero touch device configuration Select the camera model Chapter 3 Options Options Advanced Network Options General Network Connection Speed Advanced Please select the speed of your network connection Zo Dial up or ISDN slow E Network Cable DSL or ADSL Local area network LAN Diagnostics Preserve bandwidth during silence periods l Inactivity Automatically hang up calls after 300 e seconds of inactivity In times of network disruption Cancel Figure 11 Advanced Network Menu Field Description Network connection Complete this field only if you have disabled zero touch bandwidth speed detection Select the type of network connection for your computer Preserve bandwidth When this feature is on Softalk Office stops sending audio when you are not talking When this feature is off Softalk Office always sends audio which uses more bandwidth but may result in better call quality Typically off However if you are using a slow dial up or ISDN connection you may want to turn it on Call inactivity When this feature is on Softalk Office automatically hangs up a call when it detects the specified period of inactivity In other words if you are on a call and the call gets disconnected t
14. Packet SoftalK Office User s Manual Calls amp Contacts Contacts x speu FF HOLD RECORD AA AC DND Se e sjeg A Sending Video WICIAN IS fon www PacketS net W 8x8 Inc 2006 8x8 Inc All rights reserved Contents Chapter 1 InthOduction EE EE AEN eae nets morse EE ieee 1 What is Packet8 Softalk Office 2 0 0 cece cece cece cece cece ee eee ene eneneaes 1 How does Packet8 Softalk Office Work ccc cece cece cence een e nen eneeees 2 Chapter 2 Installation iccscvesdevderwsvessawespesyeeeesseedevariewesaeesays 3 Minimum System Requirements cece cee cece eee ence een e nen ees 3 Multi media Device Requirements 0c cece cece eee eee nee eneeneeees 3 Installing Packet8 Softalk Office 4 Uninstalling Packet8 Softalk Office 4 Starting Packet8 Softalk Office 4 Chapter 3 Using Packet8 Softalk Office 5 The Keypad 222 EREM REESEN 5 Belore MakING EC EEN 6 Things to Keepin Mind 6 LOGGING IN EE 6 N I ue ECH UE H Quick Dial FUNCTION 8 ENGDI ON areneda dwtee EE 9 Bel ue ECO e UE 10 Redial Gotaue ege Sones haven eve deve whe alee evade EE EE vee wees 10 Answering a Call eh SEN EEN dE EE as poe REENEN EEN nee teased end 10 Placing a Call ON Hold 11 Dial Pad Controls EE 11 Microphone and Speaker Adjustment 11 Softalk Office MENU 11 d Le NEE 13 Account ug CERN 20 ACCOUNTS Zeenen Eet dE ged anes os 20 S
15. Softalk Office The Keypad The Packet8 Softalk Office softphone has an easy to use key pad as the main user interface allowing for quick access to basic and advanced calling features See Figure 1 below for an illustration of the Packet8 Softalk Office user interface as a RECORD AG DND re mes Abeba EO COR Tl Figure 1 Packet8 Softalk Office User Interface Before Making a Call Things to Keep in Mind Making calls with Packet8 Softalk Office is simple there are however some differences between a softphone and a traditional telephone 1 Asoftphone is a computer application that must be running to make or receive calls 2 Softphone software must login to the network before making or receiving calls This procedure may take a few seconds as the softphone contacts Packet8 s network Once the softphone s call status reads Logged in Enter Phone Number the user is ready to make or receive calls 3 Since calls are transmitted over the Internet service quality may drop due to network congestion Although Packet8 Softalk Office includes advanced signal processing features to mask the effect of such congestion decreased voice quality may be noticeable during poor network conditions Most broadband connections provide adequate bandwidth for high quality voice and video If you experience poor audio or video quality See Packet8 Softalk Office Troubleshooting in Appendix A Logging In The log
16. are covered in the following subsections Call Conferencing Packet8 Softalk Office allows you to establish a Conference Call that will allow multiple callers to converse at once Each individual on the Conference Call can hear and speak to every other participant Starting a Conference Call You may host a conference by calling the other callers involved or by allowing them to arrange the call themselves For example you can create a simple Three Way Call by following the steps below 1 With an active call place it on hold by either a selecting another line and dialing a third caller or b accepting an incoming call from a third caller by clicking the line on which the call arrives NOTE Either operation places the original caller on hold 2 After informing the new participant about the Three Way Call click the CONF button see The Keypad to include all callers in the conversation 3 To end a Three Way Call click the CONF button again to place both callers on hold At this point no participants can speak to one another 4 You can then talk to each caller individually by selecting the appropriate line NOTE The conference operation above can be done for any two lines For example Two parties on two lines CONF joins all three One line connected connect line 2 and press CONF to join all parties 25 Chapter 4 Do Not Disturb Removing a Caller from the Conference To remove a caller form an existing c
17. ave this setting on If you have several audio or video devices and you do not like the device that Softalk Office selects you can override the selection on the Devices pane See page 25 Enable Zero Touch When clicked on Softalk Office detects the speed of your network bandwidth detection connection and hence the potential bandwidth If you move your computer to a different IP address Softalk Office automatically detects the new speed When clicked off you must specify the network connection See Options General Device on page 25 The recommended setting is On Enable status bar When clicked on messages relating to zero touch configuration will messages appear in a notification balloon at the lower right corner of the screen whenever the configuration automatically changes Notification balloons are supported in newer versions of Windows Folder for recording Specify a location for saving files when you record your conversations Options General Alerts and Sounds Options Ringtones 0 Application K Alerts and Sounds amp H Devices Call Notification Pop up the phone when a call comes in Show Cal Alerts O Never C When phone window is hidden Always Cancel Advanced Figure 8 Options General Alerts and Sounds 14 Chapter 3 Options On this page you can m Work with Ringtones you can import a Ringtone a WAV file You can pla
18. call status screen below the caller ID of the incoming call COUNTERPATH ULEAD Figure 5 Incoming Call Chapter 3 Placing a Call on Hold As a call arrives click the zz Dial button or press Enter on the computer keyboard to answer You can also click the appropriate flashing line button to answer the incoming call Placing a Call on Hold While engaged on a call you can place that call on hold by either clicking the corresponding line button or by selecting another line The on hold line s button will flash to indicate that the corresponding call has been placed on hold To resume a call that is on hold select the line again by clicking on the appropriate line button 1 or 2 Dial Pad Controls The keypad includes several controls which allow you to customize your Packet8 Softalk Office experience Microphone and Speaker Adjustment The Packet8 Softalk Office keypad includes microphone and speaker sliders as shown in Figure 1 Click and drag on the slider up or down to increase or decrease the desired volume level You may also mute the Softalk Office phone so that the other caller cannot hear you Click the MUTE button at the bottom left of the keypad to mute the phone Toggle the button once more to take the phone off mute Softalk Office Menu Packet8 Softalk Office includes a Softalk Office menu that allows you to quickly access the following features m Settings Settings control the way
19. e details on how encryption works m Ifan unencrypted call is established the unencrypted icon A appears m Ifthe call cannot be established with the specified security the call will fail Chapter 3 Ending a Call Ending a Call As with traditional phones softphone calls are brought to a close when either the Packet8 Softalker or the other caller hangs up You can end an active call by clicking the on screen EI Hangup button When a call has ended the message Hung up will appear in the call status screen After a call has ended details of the call such as the length of the call and the caller ID will remain in the call display To clear the display click the Clear button Redial To redial a number click the Redial button within the on screen dial pad Answering a Call Packet8 Softalk Office must be enabled to answer incoming calls When you receive a new call a ring tone will sound over the computer s configured speaker device You will hear the softphone ringing over that device e g headset USB phone If the Softalk Office is hidden behind another window or minimized the application will pop into view when the incoming call is received Incoming calls are indicated in the call display as shown in Figure 4 below Incoming calls arrive on Line 1 by default They are indicated by a flashing light on the line button You can choose to ignore calls by clicking the Ignore button found within the
20. etting Up Security Outside of Softalk Office 21 Setting Up for Security for Softalk Office 22 The Privacy Management Window 23 The About Window 24 Window ele ENEE 24 Controls within Packet8 Softalk Office for Windows 24 Chapter 4 Advanced Calling Features 25 Call Conferencing sic dsnckcdrradonn ER KENNEN ENEE ENEE Ee ERAN 25 Starting a Conference Call 17 td RENE EEN Sante sears AUER EC 25 Removing a Caller from the Conference 26 Contents Transferring Calls XFER cccacgarovesintesaet rans urit EE u eE rE aE E EE 26 Adding a Caller to the Conference from the Contact Drawer 26 Do Not Disturb NEEN KEEN dE RENE d ENN ENN RRE EISEN deans cena EEN hi 26 ee e TEE 26 Flas ME 26 Speakerphone aan Been Are track Sod ee S oinei tre need tial end Ree E giao K e gef Ss Ke a Af 27 CU re MEET 27 Voicemail eh ge KEEN KEEN KEREN K E SEN EE EEEO PE EE ERA baa 27 Chapter 5 The Wings amp Settings Menu EE 28 The Contact WING ege de EEN ada AEE amine te CEEE 28 Managing Contacts cee cece cece eee eee ence ence eee eee ees 29 Managing the Lists of e TEE 32 TheVideo WING 0 E Ee et E TE D ed d Ea 34 Chapter 6 Application Hot Keys 35 Packet8 Softalk Office Troubleshooting EN 37 Audio Problem 37 What is Introduction Packet8 Softalk Office Packet8 Softalk Office is a software telephone also known as a softphone option for Virtual Office and Virtual Attendant wi
21. from the specified folder as you would delete any file on your computer Chapter 3 Account Settings Account Settings Accounts To work with accounts click a at the top of the phone and choose Account Settings The Account window appears showing your account setup Accounts Enabled Domain Username Display Name Add Ea castellane packet8 pilot net d 14086278857 jie Se ae Figure 13 Account Settings Window You can m Resize the columns m Remove an account m Enable your account See below for details m Set or change the properties of an account Click the Properties button then see the following pages for details NOTE You must enable an account in order to make and receive calls Click the Enable box beside each account m You can never place a call on a disabled account even if you enter a prefix If you place a call that is only known to the service provider of a disabled account it will fail with a Not found message You can never receive a call on a disabled account If another party phones you ona number that is only known to a disabled account the call will never appear on your phone 20 Chapter 3 Account Settings Account Properties Security Properties of Account Account Security Signaling Transport S Encrypted or TLS must be selected to enable media encryption Media Encryption O Make and accep
22. he call session ends because of network problems rather than because of one of the parties hanging up then Softalk Office ends the call after the specified period This setting is typically on 18 Chapter 3 Options Options Advanced Diagnostics General Advanced ta Network LAI Components E Diagnostics Content to Log Destination Cancel Figure 12 Advanced Diagnostics Menu This screen lets you enable logging to files Logging uses computer resources so you should only enable it when instructed by a customer support representative To set up logging 1 Click Enable logging 2 Set the logging level 3 Specify the folder where logs will be saved 4 Click Apply Activity on Softalk Office will be logged to csv files in the specified folder A new set of files is started each time you log on In order not to create large files when logging which may create computer problems you must not remain logged on indefinitely when logging You should occasionally exit and restart Packet8 Softalk Office If requested by a customer support representative you can m Open the logging folder and then open a log file using a text editor m E mail the logs in the specified folder to customer support Click Send logs to customer support A dialog box appears showing all the logs Select files and click Open the selected files are sent and the dialog box closes You can delete log files
23. il password is correct your voicemail password is the Softalk office password 4 Verify you have an active Softalk Office account 37 Appendix A Audio Problems Audio Sounds Choppy in a Conference Poor conference audio may be due to uploading bandwidth limitations For example some sites have 1 Mbps download bandwidth but only 128 kbps upload bandwidth Under such conditions try multiple hosts for the conference Poor Sound Poor or scratchy sound is a symptom of a problem with network connections or a faulty network card The following issues could contribute to poor sound quality m There may be packet loss on the IP network Check the network performance latency and throughput A 200 millisecond round trip latency as determined from a ping should deliver good audio quality m Older network devices may have performance problems Make sure to use the latest driver Audio Contains an Echo The following tips may be useful for reducing echo heard during the conversation m Try using a headset plugged into the sound card Another suggestion is to use a USB enabled headset which bypasses system sounds by acting as its own sound device m If using a boom type headset note that some boom headsets can create feedback between the boom microphone and the headset earpiece m The microphone balance is not muted in the playback section of Windows audio controls When configuring sound examine the volume control setting
24. l The new contacts will be added to the existing contacts 1 Click the Contacts menu and choose Import The Import Contacts wizard starts 2 As soon as you click Finish on the wizard the Contacts tab in Softalk Office is updated to show the imported entries Note that none of the entries are set up with availability turned on in order to view availability of contacts you must modify the appropriate entries by changing the Show this contact s Availability checkbox See above for details Setting up an Excel File for Import 1 Remove any introductory text or headings from the top of the file You can keep text at the end of the file it will be ignored during the import 2 Insert a blank row as the first row then insert the headings that Softalk Office will use to interpret the meaning of each column The columns can be in any order The most popular headings are display name entry_id given_name surname postal_address For a complete list of headings see Error Reference source not found on page Error Bookmark not defined 3 Save the file as csv Exporting Contacts You can export a contacts list to a comma separated file a pst file or a vcf file 1 Click the Contacts menu and choose Export The Export Contacts wizard starts 2 When you click Next the export starts The result is Foran Outlook export the existing pst file is updated to include the entries from the Softalk Office contacts
25. l accounts Options General Application Basic Options Launch when Windows starts Application Prompt when shut down Te C Turn letters into digits when typing into the phone NOTE This option can be toggled while dialing by pressing the spacebar Alerts and Sounds Recent Calls H Number of calls in each list Devices Zero Touch Configuration V Enable Zero Touch device configuration Enable Zero Touch bandwidth detection V Enable status bar messages dia der for recording C Documents and Settings yvazquez My Docur ka Advanced Figure 7 General Application Options General Application Field Description Always on top of other Click on or off to suit your preference applications Launch when Windows Click on or off to suit your preference starts Prompt when shutdown Click on or off to suit your preference Turn letters into digits Click on or off to suit your preference when typing into the phone sd You can also turn this feature on and off at any time by pressing the spacebar Number of callsineach Enter number based on your preference list 13 Chapter 3 Options Enable Zero Touch device When clicked on Softalk Office detects the audio and video devices configuration connected to your computer and automatically configures one of them for use with Softalk Office Typically le
26. list If Outlook is open the entries immediately appear in the Contacts list All information in the Softalk Office contacts list is exported to Microsoft Outlook Only information that can be displayed in Outlook actually 31 Chapter 5 The Contact Wing appears in the Outlook Contacts window Typically this means that all SIP addresses are exported and stored in custom fields but not displayed in Outlook For other formats a new file of the specified type is created Calls Tab Calls amp Contacts M Reattach X Calls Missed Calls Anonymous G CellPhone CA Received Calls Dialed Calls Blocked Incoming Calls SECH speg FF A Figure 19 Calls Tab Detached There are three lists that show calls you have made and received m Missed Calls incoming calls that you missed m Received Calls incoming calls both answered and missed m Dialed Calls outgoing calls both answered unanswered and hung up m Blocked an incoming call will be blocked rejected if it is from a person you have banned or if it is does not match the security option you have specified Managing the Lists of Calls You can open and close each list to show or hide its contents Icon Meaning This group is currently empty There are entries in this group There are calls in this group and at least one is an unanswered call 32 Chapter 5 The Contact Wing This group is currently ex
27. ly unencrypted calls If the other party does not accept unencrypted calls the call will fail Softalk Office will accept INVITEs for both encrypted and unencrypted calls Do not allow encrypted call Softalk Office will place only unencrypted calls If the other party does not accept unencrypted calls the call will fail Softalk Office will only accept INVITEs that are for unencrypted calls If Softalk Office receives a call INVITE that is encrypted the call will be rejected and will be placed in the Blocked list in the Calls amp Contacts drawer Setting up for Security within Softalk Office The options for media encryption are described in the following table 22 Chapter 3 Account Settings The Privacy Management Window The Privacy Management allows you to customize the way in which contacts can reach you Click a at the top of the Softalk Office phone and choose Privacy Management The Privacy Management window will appear Privacy Management Phone Number Allowed 11235555555 X No 15555551212 Xi No Figure 15 Privacy Management Window Adding a Phone Number 1 Click Add The Add new privacy management dialog box will appear 2 Complete the dialog box If you click Add rule for a person enter a phone number The new name is added to the Privacy Managment list with all groups set to Yes or No Add new privacy rule Rule Status Add as blocked Ov Add a
28. nstructions 1 Close all software applications that use sound such as CD and media players 2 Install Softalk Office Win32 build number exe or the similar indicated file name NOTE THAT THE INSTALLATION WIZARD WILL PROMPT YOU TO SHUT DOWN ANY VERSIONS OF PACKETS Softalk Office ALREADY RUNNING 3 Follow the prompts offered by the installation wizard NOTE THAT YOU MUST ACCEPT THE LICENSE AGREEMENT TERMS TO INSTALL PACKETS Softalk Office FOR WINDOWS 4 Select Launch Packet8 Softalk Office at the final step of the wizard to start using the softphone 5 Click Finish to complete the installation Uninstalling Packet8 Softalk Office To uninstall an existing version of Packet8Softalk Office follow the steps given below 1 Launch the Windows Control Panel 2 Select Add or Remove Programs 3 Select the appropriate version of Packet8 Softalk Office and click Change Remove or Add Remove Starting Packet8 Softalk Office You can start Packet8 Softalk Office for Windows by following the steps given below 1 Click the Start button 2 Select Programs All Programs on some systems 3 Select the Packet8 Softalk Office folder or the folder specified upon install 4 Click the Packet8 Softalk Office icon 5 Insert your Softalk Office user name 6 Insert Softalk Office extension password Password is NOTE You can also launch Packet8 Softalk Office by double clicking on the appropriate desktop shortcut icon Using Packet8
29. o filter the list Then right click the entry Chapter 3 Encryption Redialing Press Redial From Outlook If you have set up contacts in Microsoft Outlook you can use that list of contacts to place a call m Double click the contact in the Contacts list in Outlook The Contact dialog box will appear m Clickthe inthe top left corner and select the phone number to dial As soon as you select the number Softalk Office will be brought to the front or will be started and the call will be placed For information on how Softalk Office and Outlook contacts work together see Exporting Contacts in Chapter 5 Softalk E Incoming call from John Smith Answer Ze Ignore Figure 4 Call Alert box If you have turned on Call Alerts the Call Alert box appears at the bottom of the screen For information on turning on alerts see Options General Alerts and Sounds on page 14 You will hear a ringing tone while Softalk Office attempts to make a connection Encryption The outgoing call may be encrypted depending on your security settings For information on current security settings see Encryption on page 9 m Ifan encrypted call is established the amp icon appears on the Call Display This icon indicates that the call is guaranteed to be secure between you and your proxy and may or may not be secure beyond that first hop See Encryption on page 9 for mor
30. onference call complete the following steps 1 Place the conference on hold by clicking the CONF button 2 Select the line of the participant who wishes to leave the conference 3 Say good bye to the participant then click the Hangup button 4 Click the CONF button once more to re establish the conference NOTE A caller may leave the conference on their own by hanging up Their line will then appear as inactive and the rest of the conference will be unaffected Transferring Calls XFER Both supervised and blind transfer is supported with Softalk Office While on either line 1 or 2 and a transfer is desired 1 For supervised press the other line call the party state reason for calling and then press XFER 2 For blind transfer while on either line 1 or 2 press XFER dial the number and the call will be transferred Adding a Caller to the Conference from the Contact Drawer You can also add a person from your Contact list to a conference call by right clicking their name in the Contact drawer and selecting Conference in caller s name Do Not Disturb Packet8 Softalk Office allows you to use Do Not Disturb mode When Softalk Office is set to this mode all incoming calls will be sent to voicemail or be given a busy indication Do Not Disturb is toggled on off by clicking the on screen DND button Auto Answer Packet8 Softalk Office allows you to employ an Auto Answer mode When the Softalk Office is set to this mode it an
31. panded to show the contents This group is currently expanded to show the contents At least one call is an unanswered call This call was answered i This call was unanswered Si You can select a list and click Calls in order to a Delete all entries from the list You can right click on an entry in the Received or Dialed list to m Ban this person This person will not be able to send you phone calls You can change these privacy rules at any time see Managing Contacts on page 29 m Delete the call m Add to contacts The Add Contact dialog box appears Complete the dialog box and press OK For more information on the fields see Managing Contacts on page 29 Privacy Management Accounts Enabled Domain Username Display Name _ castellane packet8 pilot net d 14086278857 lt Figure 20 Privacy Management Window You can allow or ban another person from contacting you You can also ban a person in the Received Dialed or Blocked list Right click on the name and choose Ban this Person 33 The Video Wing To bring up the Packet8 Softalk Office Video wing click on the black button toward the extreme left edge of the main graphic display Video D j i Calls amp Contacts Contacts Y E O t 3 a 2 D D CH 2 o amp aT d vm j cB d BAB GE 8
32. s allowed Figure 16 Add New Privacy Rule Window Changing Settings To change the settings for an existing name click in the cell you want to change the value changes for example from No to Yes 23 Chapter 3 Window Controls Deleting an Entry Click on the entry and click Delete The entry is immediately deleted You can also ban a person in the Received Dialed or Blocked list Right click on the name and choose Ban this Person The About Window Right click the main Packet8 Softalk Office graphic and from the drop down menu choose About This will show what version of Packet8 Softalk Office is running Window Controls At the top of the Softalk Office keypad are the Help Hide in System Tray and Exit buttons see Figure 1 Depending on the version running the behavior of these buttons may vary as described below Controls within Packet8 Softalk Office for Windows As expected the Hide in System Tray button will send the application to the Windows system tray You will still be able to receive calls when the softphone is minimized The Exit button will shut down the application You will not be able to receive calls after closing the application and calls will be routed to your Voicemail if you enabled Voicemail 24 Advanced Calling Features Along with basic calling functionality Packet8 Softalk Office also includes many advanced features found with traditional business phones These premium features
33. swers calls automatically after pre determined time that can be adjusted in the Settings menu Auto Answer is toggled on and off by clicking the on screen AA button Flash The Flash button on Packet8 Softalk Office works the same way as flash on a traditional telephone Clicking the hang up button quickly on a traditional telephone performs the same task Such actions are used sometimes to transfer calls or initiate Three Way Calling 26 Chapter 4 Speakerphone To flash click the Flash button within the on screen dial pad m Ifthe user is in an active call clicking Flash will provide a new line m Ifthe user clicks Flash while receiving a call the softphone will pick up a Ifa lineis on hold clicking Flash will allow the Softalker to speak with that person Speakerphone Packet8 Softalk Office can work as a speakerphone as well If a user normally speaks with a headset they will require a second sound device such as sound card or USB device to use Packet8 Softalk Office as a speakerphone To activate the speakerphone click the Speakerphone button in the lower right corner of the graphic To de activate the speakerphone click Speakerphone again Call Record Packet8 Softalk Office can record calls Perform the following steps to set the folder in which recorded calls are to be stored m Open the Settings dialog m Choose the Media branch m Under Folder for Media Files click the Choose Directory button m
34. t only encrypted calls O Prefer to make and accept encrypted calls Make unencrypted calls accept all calls O Do not allow encrypted calls Cancel Apply Figure 14 Account Settings Security Window You can set up Softalk Office for the type of security encryption you want for incoming and outgoing calls Softalk Office supports m Signaling encryption using TLS m Media encryption using SRTP Setting Up Security Outside of Softalk Office When using TLS you must have the root certificate that signs the proxy s chain of certificates In most cases the root certification will already be installed Procedures for the exchange of certificates are outside the scope of this documentation The certificates must be stored on the Softalk Office computer in the root certificate store Setting up the root certificate on your computer ensures that the connection to the proxy is TLS secure the first hop Any proxy in the chain between you and the caller that does not support TLS may cause an insecure link in the chain Therefore if the other party is outside your domain you cannot be completely sure that the call is secured at the signaling level which means that you cannot be sure that it is secured at the media level 21 Chapter 3 Account Settings When a call with both signaling and media encryption is established Softalk Office displays the encryption icon This icon indicates that the call is secure bet
35. th all of the features of a Virtual Office Extension including call features such as Call Hold Call Transfer and Three Way Calling As well as call control features such as Auto Attendant Conference Bridge Voicemail Do Not Disturb DND and Call Forwarding Also add video calling with Packet8 Softalk Office The list of features included with Packet8 Softalk Office include m Simple installation with the audio and video tuning wizard m Extension Dialin m Access Auto Attendant m Conference Bridge m Music on Hold m Three Way Conference m Transfer Call Transfer m Call Ignore m Business Class Voicemail with Voicemail to Email Notification and one number Follow Me m Message Waiting Indicator m Caller ID m Call Waiting Caller ID m Call Record m Touch Tones m Call Forwarding m Three Way Calling Audio and Video Conferencing m Speakerphone Chapter 1 How does Packet8 Softalk Office Work m Call Timer Mute m Direct IP Calling m Speed Dial m Send to Voicemail m Redial m 2lines How does Packet8 Softalk Office Work Instead of making phone calls over traditional telephone networks with standard phones Packet8 Softalk Office calls are made over the Internet on the softphone running on a PC Softalk Office is an extension that is connected to a Virtual Office environment that includes an array of features for business communication Installation Minimum System Requirements
36. uation in which the headset is not used is when the speakerphone button on the dialpad is pressed Therefore unless you will always be using Softalk Office in speakerphone mode you must make a selection Select the headset in both the Speaker device field and Microphone device field Use Acoustic Echo Cancellation AEC Reduces the echo effect that can arise with a speakerphone or that can arise if the sound from the speakerphone or headphone leaks into the microphone Turning this feature on improves sound quality This setting is typically on Use Auto Gain Control AGC Automatically adjusts the microphone volume level so that the other party does not hear the distortion that might be caused by too high a microphone input or too low volume due to too low input level This setting is typically on Use noise reduction Automatically attempts to remove background noise This setting is typically off for the headset Speakerphone Speaker device Change this field only if you want to override the device selected by zero touch device configuration see page 24 Make the appropriate choice m Select the device that you want to use for audio out the sound you hear when the speakerphone button is pressed Make sure you select a speaker device not the headset m Select None if you do not have a speakerphone The speakerphone button on the dialpad is disabled Chapter 3 Options
37. ve calls once you see the message Ready Your Virtual Office account 1 XXX XXX XXXX in the call status screen There are several ways to enter a phone number in Packet8 Softalk Office You can click the digits of Packet8 Softalk s Office on screen numeric keypad or you can enter the numbers letters directly from your computer s alphanumeric keyboard Notice that when you begin to enter a number Line 1 is automatically selected as the line in use for that call as shown in Figure 3 below If at any point you enter erroneous digits click the Clear button within the dial pad or press Backspace on the computer keyboard to make corrections When you enter a phone number you will receive prompts for completing that number as shown in Figure 3 To enter the rest of the number as suggested hit the Tab key on the computer keyboard to enter the remaining digits Powered by COUNTERPATH ee Figure 3 Dialing a Number Chapter 3 Quick Dial Function NOTE Remember it is required to enter 9 before dialing a public telephone number from a Virtual Office extension Dialing another extension is a simple as entering the 3 or 4 extension number When you are finished entering a number click the green telephone icon button on screen or press Enter on the computer keyboard to dial As with a traditional telephone you will hear ringing as Packet8 Softalk Office places the call At this time you also will also see the message
38. ween each caller and their proxy first and last hop and that it may or may not be secure for other hops When a call with no encryption or with only signaling encryption is established Softalk Office displays the unencrypted icon lt 4 Setting Up for Security for Softalk Office The options for media encryption are described in the following table Account Properties Security Option How Outgoing Calls are Handled How Incoming Calls Are Handled Make and accept only encrypted calls Softalk Office will place all calls with TLS The call INVITE will specify SRTP media encryption If the correct certificates are notin place or if the other party does not accept encrypted calls the call will fail Softalk Office will only accept INVITEs that are for encrypted calls If Softalk Office receives a call INVITE that is not encrypted the call will be rejected and will be placed in the Blocked list in the Calls amp Contacts drawer Prefer to make and accept encrypted calls Softalk Office will place all calls with TLS The call INVITE will specify SRTP media encryption If the correct certificates are notin place or if the other party does not accept encrypted calls the call will fail Softalk Office will then place the call without encryption Softalk Office will accept INVITEs for both encrypted and unencrypted calls Make unencrypted calls accept all calls Softalk Office will place on
39. y to try it out You can activate one Ringtone You can delete a Ringtone m Set up Softalk Office to bring the softphone to the front automatically when a call comes in m Set up Softalk Office to display the Call Alert box below when a call comes in either always or only when Softalk Office is not visible softak EJ Incoming call from John Smith G Answer Ze Ignore Figure 9 Call Alert box Options General Device Headset e Speaker device Biz Ge ETH v Application Microphone device Logitech Mic Communicate STX v V Use acoustic echo cancellation AEC Ki V Use auto gain control AGC Alerts and Sounds Use noise reduction Ab Speakerphone Speaker device None Devices Microphone device None Use acoustic echo cancellation AEC Use auto gain control AGC Use noise reduction Ring Device Speaker device SigmaTel C Major Audio Speaker volume Camera Camera Logitech QuickCam Communicate STX Advanced Figure 10 Device Menu 15 Chapter 3 Options Field Description Headset Speaker device Change these fields only if you want to override the device selected by zero touch device configuration Microphone device In both these fields select the headset you are using The headset is the device usually used for audio out the sound you hear and audio in recording your voice The only sit
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