Cisco UC Integration for IBM Sametime Quick Start Guide 9.1(1)
Integration Use
Downloads: This chapterpdf (PDF - 1.12MB) The complete bookPDF (PDF - 1.6MB) | Feedback

Integration Use

Contents

Integration Use

Cisco UC Integration for IBM Sametime Buttons and Icons

The following table describes the Cisco UC Integration for IBM Sametime buttons and icons in the IBM Sametime main window:

Table 1 Main Window Buttons and Icons
Button Description

Use my phone for calls—Icon that indicates that you are using your desk phone for phone functions.

Use my computer for calls—Icon that indicates that you are using this Sametime interface for phone functions.

Call forwarding—Icon/button that indicates that Sametime is currently forwarding your calls to another number. Click the button to stop call forwarding.

Server Health error—Icon that appears over the phone mode or call forwarding icons to indicate a server error; the connection to at least one of the servers is down.

Note   

The error does not necessarily relate to a particular server, regardless of the icon over which it appears. Click Server Health for details.

Call—Button that initiates a call if you select a single contact.

Conference Call—Button that initiates a conference call if you select multiple contacts.

On hook—Icon that indicates the contact is not currently on a Sametime call.

Off hook—Icon that indicates the contact is currently on a Sametime call.

Call Management

This section describes the ways that you engage in calls in Cisco UC Integration for IBM Sametime and describes how to operate the call-related features. Cisco UC Integration for IBM Sametime allows you to engage in a call with a single person or multiple people, with or without video. You can also use the Sametime chat feature during an audio or video conversation with a Sametime contact.

For a call with one other person, Cisco UC Integration for IBM Sametime opens a conversation window that includes a chat window at the top and a video image at the bottom. If you do not have video available or choose not to use it, Cisco UC Integration for IBM Sametime displays an avatar or the picture of your call participant, if that person is a Sametime contact.

The following table describes the buttons that you use for the call in a conversation window.


Note


For information about using the chat window functions, see IBM documentation.


Table 2 Conversation Window Buttons
Button Description

Screen size—If you have video enabled in your conversation, this button expands the view to full screen. In full-screen mode, the button changes to Normal; click the Normal button or press ESC to return the view to its previous size.

Self view—In a video call, this button turns on and off a small self-view window on the screen, so that you can see the image that you are sending to your call participant.

Mute—This button mutes your microphone. If your microphone is muted, this button activates it again.

Keypad—This button displays an on-screen keypad, with which you can enter tones into, for example, an automated voicemail system.

More—This button opens a secondary menu, that contains the Hold, Transfer, Merge, and Add buttons.

End call—This button ends the call and closes the conversation window.

Hold—This button places the call on hold.

Note   

This button is only visible from the secondary (More) menu.

Transfer—This button places the current call on hold and opens a search field, so that you can enter a destination for the call transfer.

Note   

This button is only visible from the secondary (More) menu.

Merge—This button merges all active calls into a conference.
Note   

This button is only visible from the secondary (More) menu.

Add—When you add a new participant to your existing call, Cisco UC Integration for IBM Sametime immediately moves the conversation to a conference window and lists your two participants in the participant section.

Note   

After you add participants and start a conference, the window does not change back to a conversation window, even if you remove participants.

Note   

This button is only visible from the secondary (More) menu.

Start Video—This is a button and an icon that allows you to enable or disable video, and also indicates whether you are currently sending video.

  • Green without a slash: When you are not sending and hover over the button. Click to send video.
  • Red with a slash: When you are sending and hover over the button. Click to stop sending video.
  • Green with a slash: When you are not sending video. Click to start.
  • Gray without a slash: When you are sending video. Click to stop.
  • Gray with a slash: Camera is disabled.

Separate video window—If you have video enabled in a conversation with a Sametime contact, click the View Video in Standalone Window button creates separates windows for your video and chat.

After you separate the video image and chat, click the View Video in Chat Window button to bring the video and chat back into a single window again.

Note   

You can only join a call to an open chat window.

Place Calls with Sametime Connect

Place Call from Contact List or Chat Window

There are several ways to call a contact in your list.

  • Right-click a contact, and select Phone Call and choose a number from the drop-down list.
  • Click a contact to select it and then click the phone button in the Sametime button bar. If you click the button, Sametime dials the preferred number for that contact. If you click the drop-down list beside the button, you can select an alternate number and Sametime dials that number.

Return Call from Conversation History Section

From any item in the Cisco Voicemail or Call History tabs, right-click a message, and select Phone Call > [Phone number].

Place Call to Any Number

Enter the number in the search field of the Sametime Connect window and select Use: [Phone number].

Manage Phone Numbers in a Contact Profile

You can add, edit and delete phone numbers for any Sametime contact. Cisco UC Integration for IBM Sametime displays the list of numbers when you choose a contact and click the Call button drop-down menu. The number list also appears when you use the Call Forward feature.

To add a new phone number for a contact.

Procedure
    Step 1   Sign in to Sametime Connect and click the Contacts tab.
    Step 2   Right-click a contact name in your contact list.
    Step 3   From the menu, choose Phone Call > Add/Edit Phone Numbers in the left pane.

    The Manage Phone Numbers window for that contact appears and displays the existing phone numbers for the contact.

    Step 4   Click the Add Phone Number (+) button.

    The Add Phone Number window appears.

    Step 5   Click the drop-down arrow and choose a description for the new phone number: Work, Home, Mobile, Pager, or Other. Alternatively, you can type your own description to display beside the new phone number.
    Step 6   Enter a phone number in the field beside the description.

    Click OK.


    Receive Calls with Sametime Connect

    When you receive a call, Sametime displays a call alert window that identifies the caller and provides options for how to handle the call.

    Answer Call

    Click Answer at the bottom of the call alert window.

    If you selected the Always start calls with video checkbox in the Video Preferences page, Sametime opens a conversation window and displays your video image to the caller. If you selected Never start calls with video , Sametime answers the call with audio only.

    Send Call Directly to Voicemail

    Click Decline at the bottom of the call alert window.

    Sametime sends the incoming call to your voicemail and closes the call alert window.

    Start a Sametime Connect Chat with a Caller

    If the caller is a Sametime user and is available to chat, then the call alert window displays a Chat Reply button.

    Click the Chat Reply button to open a new chat window with this person. The Chat Reply button behaves the same as the Decline button, in addition to opening the chat.

    Manage an Active Call

    When you begin a call in Sametime, the call control toolbar provides the following options, which are described in this section. The sections “Manage a Video Call” and “Configure Video Settings” contain information on video-related functions:

    • Mute Your Microphone
    • Enter Tones for an Interactive Voice Response System
    • Merge Calls into a Conference Call
    • Place the Call on Hold
    • Transfer the Call
    • Add a Participant to the Call

    Note


    The Mute and Volume buttons are disabled in Desk Phone Control mode. Use the Mute and Volume control functions on your desk phone to control these features.


    Mute Your Microphone

    Click the Mute button to mute your microphone in the active call. Click the button again to unmute the microphone.


    Note


    The Mute feature works only when you control the phone with your computer. When you choose Use my phone for calls from the Phone Control menu, you must use your desk phone to mute your microphone.

    The Mute feature is call-specific; when you click Mute in a call, Cisco UC Integration for IBM Sametime only mutes your output for that call and not other calls that might be active.


    Add a Participant to a Call

    When you add a participant, you create a conference. Cisco UC Integration for IBM Sametime opens a conference window and your call continues in that window.

    For information on conference calls, see “Place Conference Calls with Cisco UC Integration for IBM Sametime.”

    Enter Tones for Interactive Voice Response System

    You can enter dual-tone multifrequency (DTMF) digits when, for example, you encounter a request for a PIN to access your voice messages.

    To create the DTMF tones, click the Keypad button and click the appropriate buttons. To close the keypad, click the Keypad button again.

    Merge Calls into Conference

    If you have two or more individual active call windows, you can combine them into a single conference. From one of the call windows, click the More button to open the secondary menu. Then select Merge.

    Place Call on Hold

    Click the More button and then click the Hold Call button to place the call on hold. Click again to resume the call.

    Transfer Call

    Sametime allows you to transfer your active call to voicemail, a contact in your list, or another number. When you transfer a call to a contact or a new number, you must ensure that the destination number can receive the call before you complete the call transfer process. To transfer a call, follow these steps:

    Procedure
        Command or Action Purpose
      Step 1 Click the More button to open the secondary menu.    
      Step 2 Click the Transfer button. 

      Cisco UC Integration for IBM Sametime displays a search field.

       
      Step 3 Type a contact name or phone number. 

      If you type a name, Cisco UC Integration for IBM Sametime displays a list of matching names. You can also enter a phone number as the destination.

       
      Step 4 Choose a name from the list or press Enter to start the outgoing call.   
      Step 5 After the call connects, click Transfer to transfer the call.    

      Start Video in Call

      To enable video in any call, click the Start Video button. Cisco UC Integration for IBM Sametime immediately makes your self-view image visible to the other party and display the other party's image, if that person enabled video.

      To stop transferring video, click the Stop Video button.

      End Call

      Click the End Call button to end the call and close the conversation window. Alternatively, if you close the conversation window, the call also ends (Cisco UC Integration for IBM Sametime warns you before it disconnects the call, however).

      Create Conference Calls

      When you have a conversation with more than one other participant, Cisco UC Integration for IBM Sametime considers this a conference call. While a call between yourself and one other caller takes place in a conversation window, a call between yourself and more than one other participant takes place in a conference window.

      The conference window has a similar main window, but does not have a chat window at the top. Additionally, on the right side is a section that lists conference participants. Also in the participant section are contacts that you intend to call and join to the conference, but have not yet done so. These are called potential participants.

      You can start a conference calls with Cisco UC Integration for IBM Sametime in the following ways:

      • Add a participant to a conversation window. When you use the Add Participant button in the conversation window, Cisco UC Integration for IBM Sametime immediately moves the conversation to a conference window and lists your two participants in the participant section.
      • Choose several contacts in the contact list. When you select more than one contact at a time in the contact list, the Phone button in the Cisco UC Integration for IBM Sametime main window changes from a Phone button to a Conference button. If you click the conference button, the selected contacts are added to a new conference window as potential participants.
      • Use the Start Conference menu option. Select Tools > Start Conference to open a blank conference window. Then click and drag participants from the contact list into the participant section, where they become potential participants.

        Note


        This is the best way to start a conference that only contains participants who are not on your contact list.


      Bring Potential Participants into a Conference

      The participant section lists each potential participant in regular (non-bold) text with a phone status. A participant must show with an on-hook icon (in other words, the person is not already currently engaged in a Cisco UC Integration for IBM Sametime call) before you can join the person to your conference.

      To bring your potential participants in to the conference:

      Procedure
          Command or Action Purpose
        Step 1 Click the Phone button beside the first potential participant to place a call to the person. 

        While the call to the potential participant is active, any person who was already in the conference is put on hold.

         
        Step 2 When you are ready to bring the potential participant into the conference, click Join Conference. 

        Cisco UC Integration for IBM Sametime takes conference participants off hold and they can now talk to this new participant. When a participant joins the conference, that name changes from regular text to bold text in the participant section.

         
        Step 3 Repeat Steps 1 and 2 for all the other desired participants.   

        Remove Participant from Conference

        After you begin a conference call, you can remove any participant from the call.

        In the participant section, right-click the participant you want to remove and then select Remove Participant. Cisco UC Integration for IBM Sametime asks you to confirm your intention before it removes any person in the conference call.

        You can add at a later time any participant that you previously removed from a conference.

        Remove Potential Participant from Conference Window

        To remove a potential participant from the participant section, right-click the participant you want to remove and then select Remove Participant. No warning appears if you remove a potential participant and the removal has no effect on the active conference.

        Using Video in a Call

        When your system administrator makes the feature available to you, you can choose to enable video automatically whenever you receive a video call.

        Use the following buttons to control your video:

        • Full Screen
        • Self View
        • Pop Out Video Window

        Change Window Size

        You can change the size of the a call or conference window in two ways:
        • Use the Screen Size button to switch to full-screen view. Click the Screen Size button to expand the view to full screen. Press the Escape key on your keyboard to reduce the screen size to normal.
        • Use the window resize handle to adjust the size of the window. Click and drag the bottom right corner of the window to stretch it to your desired size. Cisco UC Integration for IBM Sametime will remember the last size adjustment you made and apply that size to the next call or conference window you open. If you started video in this window, then the video image also adjusts to the new size.

        Display Self-View

        Click the Self-view button to open an additional window on your video display that shows how your image appears to your call participants.

        Pop Out Video Window

        Click the Pop out video button to dislodge the video display from the conference window, so that you can move the video window wherever you like on the screen. Right-click the video window and select from the menu to return the video to the conference window.

        Manage Conversation History

        The Conversation History panel contains your call history and voice messages. You can access the Call History and Voicemail tabs when you click Conversation History in the main Sametime Window.

        The following table describes the Cisco UC Integration for IBM Sametime buttons and icons that appear in a conversation or conference window:

        Table 3 Conversation History Icons
        Button Description

        Incoming call—Indicates a call that you received.

        Outgoing call—Indicates a call that you placed.

        Missed call—Indicates an incoming call that you missed.

        On hook—Icon that indicates this contact is not currently on a Sametime call.

        Off hook—Icon that indicates this contact is currently on a Sametime call.

        Filter Call History Information

        Procedure
          Step 1   In the main window, click the Conversation History tab.
          Step 2   Click the Call History tab.
          Step 3   (Optional) Filter your call history results in the following ways:
          • By Receipt Date. By default, Sametime displays all calls, regardless of when you received them. Click the View drop-down menu to select to view only the calls received:
            • Today
            • Yesterday
            • The last seven days
            • The last 30 days
          • By Type. By default, Sametime displays all call types. Click the Type drop-down menu to select to view only:
            • Missed calls
            • Placed calls
            • Received calls

          Delete Calls from Call History

          To delete a call from the call history, select an entry and press Delete on the keyboard. Alternatively, you can right-click an entry and select Delete from the submenu.

          • To select multiple calls for deletion, press Ctrl and click the desired calls.
          • To select all calls, press Ctrl-A.

          Manage Voicemail

          In the Conversation History pane, click the Voicemail tab to manage your voice messages.

          In the voice message list, you can play and delete voice messages, observe the phone status of contacts who left messages, and filter the messages in the list.

          The following table describes the Cisco UC Integration for IBM Sametime buttons and icons that appear in the Voicemail tab:

          Table 4 Voicemail Buttons and Icons
          Button Description

          Play—Button that you use to play a voice message.

          Pause—Button that you use to pause a message that is currently playing.

          On hook—Icon that indicates the contact who left this voice message is not currently on a Sametime call.

          Off hook—Icon that indicates the contact who left this voice message is currently on a Sametime call.

          The message list shows new messages in bold text; after you play a message, it appears in regular text. When a message downloads from the server, the message appears in italic text until the download completes.

          If a Sametime contact left the message, Cisco UC Integration for IBM Sametime displays the phone status of the contact to the left of the name. This indicator shows whether this person is available to receive a phone call through Sametime or if the person is on a call. IM presence and phone presence only appears beside Sametime Contacts.

          If a non-Sametime contact left the message, the caller's name or phone number, or “Unknown” appear in the message listing.

          Review Voice Messages

          In the main Lotus Sametime Connect window, your voice messages display in the Cisco Voicemail application panel. From the list, you can play and delete voice messages, as well as chat with other Sametime users who may have left voice messages for you.

          The following table describes the features of the Voicemail panel:

          Feature Description
          Message List Displays new messages in bold text with the New Message icon. Messages that have been played display in regular text. The message includes the Sametime contact or a phone number, if the message was left by someone who is not in your Contacts list.

          To the left of the contact name, Sametime displays the phone status of the contact, which shows whether this person is available to receive a phone call through Sametime or if the person is on a call.

          Name Column Displays the sender with either the name of a Sametime contact or a phone number, if the message was left by someone who is not in your Contacts list.

          When the sender is a Sametime contact, the availability status of the contact is also displayed so you can initiate a Sametime chat.

          Play/Pause button To play a message, click the Play button or double-click the message in the list. When the message begins playing, the button changes to Pause.

          To pause a message during playback, click the Pause button.

          Note    During playback, you can single-click within the playback progress bar to start the playback from the point of your click.

          Filter Voice Messages

          Use one of the drop-down menus to filter voice messages:

          • Click View to show only messages that were received:
            • In the current day
            • Since the previous day
            • In the last 7 days
            • In the last 14 days
          • Click Type to show only messages of the following type:
            • Unheard
            • Deleted
            • Heard

          Open the Voicemail Menu

          Right-click a message to display a list of available actions. The options vary, depending on the message status (played, unplayed, or deleted) and whether the sender is a Sametime contact or unknown.

          Delete Voice Messages

          Sametime moves deleted voice messages to the Deleted Messages list. To restore any messages that have been marked for deletion, right-click them in the Deleted view and choose Undelete Voicemail.

          Use one of the following methods to delete voice messages:

          • Select one or more messages in the Cisco Voicemail panel, and press Delete on your keyboard.
          • Right-click the message, and select Delete Voicemails.

          Permanently Delete Voice Messages

          Deleted messages are not removed until you permanently delete or purge them.

          To purge all your deleted messages, right-click any message, and select Purge All Deleted Voicemails.


          Note


          You cannot purge individual voice messages; you must purge all voice messages at once. To access the Purge feature, you must be in the Deleted view.


          Cisco UC Integration for IBM Sametime Navigation and General Controls

          This document lists keyboard accessibility procedures that are unique to Cisco UC Integration for IBM Sametime. The available keyboard shortcuts depend on which Integration features you installed.

          Default Focus for Conversation and Conference Windows

          In the following windows, Cisco UC Integration for IBM Sametime sets the focus to a particular button or field by default. If the focus is set to a button, you can press ENTER or SPACE to activate that button. If the focus is set to a field, you can type your entry into the field and press ENTER to submit the entry.

          Table 5 Default Focus
          Window Default Action

          Incoming Call Alert window

          Answer button

          Conversation window

          End Call button

          Conference window

          Search field (to add contacts to the conference)

          Keyboard Shortcuts

          Table 6  Standard Keyboard Shortcuts (main Cisco UC Integration for IBM Sametime window must be active)
          Action Keyboard Access

          Navigate to and select a contact

          CONTROL-TAB (cycle through the tabs and press ENTER to select)

          Navigate to select hub main icon (Phone control & Call forward) )

          TAB (cycle between Phone Control and Call Forwarding buttons and press ENTER to select)

          Place call to a contact

          Select a contact (CONTROL-TAB) and CONTROL-SHIFT-C to place the call

          Navigate to select Calls tab

          RIGHT ARROW

          Navigate to select Voicemail tab

          LEFT ARROW

          Table 7  Voicemail and Call History Keyboard Shortcuts (main Cisco UC Integration with IBM Sametime window must be active)
          Action Keyboard Access

          Use age (View) and message type (Type) filter menus

          CONTROL-TAB to toggle between the two menus; DOWN and UP arrows to cycle through the messages

          Play/pause a message

          CONTROL-SHIFT-P

          Delete a message

          DELETE

          Empty voicemail trash (permanently delete all messages)

          CONTROL-SHIFT-DELETE

          Note   

          This command only functions when you display deleted messages. Enter the command and then confirm your intention.

          Table 8 Tools Menu in the main Sametime window
          Action Keyboard Access

          Start conference

          CONTROL-SHIFT-C

          Table 9  Incoming Call Keyboard Shortcuts (main Cisco UC Integration with IBM Sametime window must be active)
          Action Keyboard Access

          Chat

          CONTROL-R (Opens a chat window)

          Answer

          CONTROL-L

          Decline

          CONTROL-D

          Close window (equivalent to Decline)

          ALT-F4

          Table 10  Active Conversation Keyboard Shortcuts (main Cisco UC Integration with IBM Sametime window must be active)
          Action Keyboard Access

          Start video

          CONTROL-SHIFT-V

          Enter full-screen mode

          CONTROL-SHIFT-F

          Exit full-screen mode

          ESC

          Toggle show/hide self-view video

          CONTROL-SHIFT-B

          Toggle mute/unmute microphone

          CONTROL-DOWN ARROW

          Display keypad

          CONTROL-SHIFT-K

          Open the More (secondary) menu

          CONTROL-SHIFT-+ (Plus)

          Increase volume

          CONTROL-SHIFT-UP ARROW

          Decrease volume

          CONTROL-SHIFT-DOWN ARROW

          Toggle hold/resume call

          CONTROL-SHIFT-H

          Merge calls

          CONTROL-M

          Transfer call

          CONTROL-SHIFT-T

          Park call

          CONTROL-SHIFT-R

          Add a participant

          CONTROL-SHIFT-A

          Toggle standalone/chat window to view video

          CONTROL-ALT-P


          Note


          To use the TAB key for merge, transfer, or park, you must first open the More (secondary) menu.


          Table 11  Video Call Keyboard Shortcuts (main Cisco UC Integration with IBM Sametime window must be active)
          Action Keyboard Access

          Toggle start/stop video

          CONTROL-SHIFT-V

          Enter full-screen mode

          CONTROL-SHIFT-F

          Exit full-screen mode

          ESC

          Toggle show/hide self-view video

          CONTROL-SHIFT-B

          Table 12  Global Keyboard Shortcuts (Cisco UC Integration for IBM Sametime window is not active)
          Action Keyboard Access

          Answer a call

          CONTROL-L

          Toggle mute/unmute microphone (Desk Phone mode only)

          CONTROL-DOWN ARROW

          Table 13  Global Keyboard Shortcuts with the Cisco UC Integration for IBM Sametime Window in the Background
          Action Keyboard Access

          Answer a call

          CONTROL-L

          Toggle mute/unmute microphone (Desk Phone mode only)

          CONTROL-DOWN ARROW

          Troubleshoot Problems

          Check Server Health

          The Server Health feature provides information about the functional status of the four Cisco UC Integration for IBM servers:
          • LDAP
          • Phone
          • Phone status
          • Voicemail

          The Server Health window shows server-related information, such as the domain, server name, username, and the connection status. The status of each server connection is illustrated by one of the following icons:

          Table 14 Server Health Icons
          Button Description

          Good—Indicates that there are no problems with the server connection.

          Error—Indicates that the connection to the server is broken.

          To check server health:

          Procedure
            Step 1   To view the current Server Health status, click the Phone Control drop-down menu.
            Note    If the Good status indicator appears beside Server Health in the menu, then all Cisco UC Integration with IBM Sametime servers connections are functioning properly.
            Step 2   Choose Server Heath to open the Server Health window.

            The window provides information about server connection status and details about server errors, if any exist.


            Create Problem Report

            If you encounter an issue with Cisco UC Integration for IBM Sametime, and contact the Cisco Technical Assistance Center (TAC), the support representative might request that you generate and send a problem report. This report contains log information that you collect and generate in the Preferences menu.

            Procedure
                Command or Action Purpose
              Step 1 Select File > Preferences > Cisco > General.   
              Step 2 Check the Enable detailed logging check box to start collecting information from Cisco UC Integration for IBM Sametime.    
              Step 3 Reproduce the issue.   
              Step 4 Uncheck the Enable detailed logging check box to stop collecting information.   
              Step 5 Click Create Problem Report to generate a problem report for Cisco TAC.  

              Cisco UC Integration for IBM Sametime automatically collects the log information, creates a zip file, and displays the file location for you in the Log Location field.

               
              Step 6 Retrieve the zip file and send it to your Cisco TAC representative.  

              Cisco UC Integration for IBM Sametime automatically removes the log files after creating the problem report.