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Cisco UC Integration(TM) for Microsoft Lync

Frequently Asked Questions: Cisco UC Integration for Microsoft Lync Release 8.5

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FAQs


Frequently Asked Questions

FAQs


Q. 

What is the Cisco UC Integration for Microsoft Lync?

A. 

The Cisco UC Integration for Microsoft Lync adds a pane to the bottom of your Microsoft Lync or Microsoft Office Communicator window. Use the Cisco UC pane to perform the following tasks:


  • 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.

You can also use the click-to-call feature to place phone calls and video calls from other applications.

The following illustration shows the Cisco UC pane at the bottom of your Microsoft Lync window (see item number 1).


Shows the Cisco UC pane with a callout from the pane.

Remember that some of the Cisco UC Integration for Microsoft Lync features described in this FAQ might not be available in your environment.

The images in this FAQ show the integration for Microsoft Lync. The integration for Microsoft Office Communicator has a similar appearance, except where noted in this FAQ.

Basics


Q. 

Which Microsoft instant messaging applications does Cisco UC Integration for Microsoft Lync work with?

A. 

Cisco UC Integration for Microsoft Lync works with the following applications:


  • Microsoft Lync

  • Microsoft Office Communicator

The Cisco UC Integration for Microsoft Lync works in the same way with each of these applications, except where noted in this FAQ.

Q. 

What do the buttons on the Cisco UC pane do?

A. 


Shows the Cisco UC pane with callouts from the buttons.

Item Description

Area 1

This is the Cisco UC pane. You can use the Cisco UC Integration for Microsoft Lync from this pane.

Area 2

To place a call, select a contact in the Microsoft Lync window, then drag the contact to this area.

To start a conference call, select contacts then drag the contacts to this area.

Shows the Voicemail button., Shows the Voicemail button with one new message.

(If your account is set up for visual voicemail only) Select this button to view your messages in visual voicemail, or to call your voice message service. If you have new messages, the number of new messages is shown on the button.

Shows the Voicemail button for when you do not have visual voicemail.

Select this button to call your voice message service. If you do not have new messages, this button is gray.

This button is only displayed if all of the following are true:


  • Your account is not set up for visual voicemail.

  • You are using your computer for phone calls.

  • The When I select the voicemail button option is set to Call my voice message service.

Note    If you use Microsoft Office Communicator, this button appears as a red envelope.
Shows the Conversation History button., Shows the Conversation History button with three missed calls.

Select this button to display a list of all calls that you have placed, received, and missed, and conference calls that you have participated in. A number on the button indicates the number of new missed calls.

Shows the button to select to switch to using your desk phone.

Select to switch from using your computer for phone calls to using your desk phone.

Shows the button to select to switch to using your computer.

Select to switch from using your desk phone for phone calls to using your computer for phone calls.

Shows the Modify Options button.

Select to change settings for the Cisco UC Integration for Microsoft Lync.

Shows the Keypad button on the Cisco UC pane.

Select to open a keypad that you can use to dial a number.

Status bar

The status bar is located at the bottom of the Cisco UC pane. The status bar displays your user ID, and indicators of the following states:


  • Call forwarding is enabled.

  • An error has occurred.

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

Q. 

What do the icons in the status bar mean?

A. 

Icon Description
Shows the call-on-shared-line icon.

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

Shows the call forwarding icon.

Call forwarding is enabled. Select this icon if you want to change your call forwarding options.

Shows the error icon.

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

Q. 

What is the conversations window?

A. 

The conversations window is displayed when you place or answer a call, when you start or join a conference call, and when you 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 of the call. The window also contains a toolbar that you can use to work with the active call.

Q. 

What do the buttons on the conversations window do?

A. 


Shows the conversations window.

Item Description
Shows the End Call button.

Select to end a call.

Shows the Hold Call button.

Select to put a call on hold. To resume a call, select this button again.

Shows the Volume button.

Select to display a volume control. Use the volume control to adjust the volume at which you receive audio for the duration of the active call. This feature only works when you are using your computer for phone calls.

Shows the Mute button.

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.

Shows the Stop Sending Video button.

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

Shows the Keypad button on the conversations window.

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

Shows the drop-down arrow beside the call button on the conversations window.

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

Shows the full screen video button.

Select to expand the display of your video call to full screen. This icon appears when you point to your video display, and disappears after approximately two seconds.

Shows the restore video screen button.

Select to restore the display of your video call from full screen to the size of your conversations window. This icon appears when you point to your video display, and disappears after approximately two seconds.

Q. 

How do I work with multiple calls?

A. 


Shows the conversations window with two calls.

When you have more than one call, all the calls are listed in the conversations window. The illustration shows two audio-only calls, one from Henry Chu, and one from Alex Popov. The call that is not the active call is on hold. The call from Henry Chu is on hold.

Q. 

How do I make a call the active call?

A. 


  1. Select the call in the conversations window.

  2. Select Shows the Hold Call button. to resume the call.

When you make a call the active call, the following events occur:


  • Call that is now active


    • The call toolbar appears under the name of the caller.

    • The call is displayed in a lighter color.

  • Call that is no longer active


    • The call toolbar disappears.

    • The call is automatically put on hold.

Q. 

What Microsoft Lync features can I use when I use Cisco UC Integration for Microsoft Lync?

A. 


  • Availability status

  • Instant messaging

  • Activity feeds

  • Conversations list

Q. 

How do I open the online help?

A. 


  1. Microsoft Lync: Select the menu arrow in Menu button in the Microsoft Lync window.

    Microsoft Office Communicator: Select Menu button in the title bar.

  2. Select Tools > FAQ on Cisco UC.

Setup


Q. 

(Microsoft Lync only) How do I set up my headset or other audio device, and my video device?

A. 

To set up your audio device, follow these steps:


  1. Select Shows the Modify Options button. in the Cisco UC pane.

  2. Select Audio, then use the controls in the Audio Devices group to set up your microphone, speakers, or headset.

  3. Select Video, then use the controls in the Video Devices group to set up your camera.

  4. Select OK when you have specified the settings that you require.

Q. 

(Microsoft Office Communicator only) How do I set up my headset or other audio device, and my video device?

A. 


  1. Select Menu button in the Microsoft Office Communicator title bar.

  2. Select Tools > Setup Audio and Video.

  3. Select Custom from the Select the speaker/microphone or speakerphone you want to use drop-down list.

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

  5. Select the video camera that you require from the relevant drop-down list. You can see a preview of how your video appears.

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

Q. 

When do I need to set up my headset, or other audio device, and my video device?

A. 

You might need to set up your device after you do any of the following:


  • Install the Cisco UC Integration for Microsoft Lync.

  • Start to use a device with the Cisco UC Integration for Microsoft Lync that is not the device for which the Cisco UC Integration for Microsoft Lync is currently set up.

  • Start to use a new device with the Cisco UC Integration for Microsoft Lync.

Q. 

Do I need to sign in to the Cisco UC Integration for Microsoft Lync before I can place calls?

A. 

Whether or not you need to sign in to the Cisco UC Integration for Microsoft Lync depends on how your Cisco Unified Communications system is set up. If you do need to sign in, you can set up the Cisco UC Integration for Microsoft Lync to sign you in automatically.

Q. 

What do I need to have before I can sign in to the Cisco UC Integration for Microsoft Lync?

A. 

To sign in to your Cisco UC Integration for Microsoft Lync, you must have the following:


  • A Microsoft Lync user account

  • A user account for the Cisco UC Integration for Microsoft Lync

  • 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.

Q. 

How do I sign in to the Cisco UC Integration for Microsoft Lync?

A. 

If you need to sign in, follow these steps:


  1. Enter your user ID and password.

    The default user ID is your Microsoft Lync username.

  2. (Optional) Check Remember my details if you want the Cisco UC Integration for Microsoft Lync to remember your user ID and password the next time that you sign in.

  3. Select Sign In.

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


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

    2. Select Sign In.

Q. 

How do I sign in automatically to the Cisco UC Integration for Microsoft Lync?

A. 

Depending on how your Cisco Unified Communications system is set up, you can set up Cisco UC Integration for Microsoft Lync to sign you in automatically when Microsoft Lync starts. You must check the Remember my details check box when you sign in if you want the Cisco UC Integration for Microsoft Lync to sign you in automatically.


  1. Select Shows the Modify Options button. in the Cisco UC pane.

  2. Select General, then check Automatically sign me in when I sign in to Microsoft Lync or Microsoft Office Communicator.


    Note


    This option might not be available, depending on how your Cisco Unified Communications system is set up.


  3. Select OK.

Q. 

How do I start the Cisco UC Integration for Microsoft Lync?

A. 

Verify that Cisco UC Integration for Microsoft Lync for Microsoft Lync is installed on your system.


  1. Start Microsoft Lync or Microsoft Office Communicator.

  2. Sign in to Microsoft Lync or Microsoft Office Communicator.

  3. (Optional) If the Cisco UC Integration for Microsoft Lync does not start automatically, do the following:


    1. Microsoft Lync: Select the menu arrow in Menu button in the Microsoft Lync window.

      Microsoft Office Communicator: Select Menu button in the title bar.

    2. Select Tools > Start Cisco UC.

  4. Sign in to the Cisco UC Integration for Microsoft Lync.


Note


You might not need to sign in to Microsoft Lync or Microsoft Office Communicator, or to the Cisco UC Integration for Microsoft Lync, depending on how your Cisco Unified Communications system is set up.


Q. 

How do I sign out of the Cisco UC Integration for Microsoft Lync?

A. 


  1. Microsoft Lync: Select the menu arrow in Menu button in the Microsoft Lync window.

    Microsoft Office Communicator: Select Menu button in the title bar.

  2. Select Tools > Sign Out of Cisco UC.

Q. 

Can I use the Cisco UC Integration for Microsoft Lync without Microsoft Lync or Microsoft Office Communicator?

A. 

If the Microsoft Lync Server fails, you can use the Cisco UC Integration for Microsoft Lync independently of a Microsoft instant messaging application. Microsoft Lync or Microsoft Office Communicator features such as availability status and instant messaging are not available.

If the Microsoft Lync Server fails while you have an active call, a message is displayed. The Cisco UC pane is displayed in a separate window, and you can continue to place and receive calls. If the Microsoft Lync Server restarts, the Cisco UC pane reattaches to the Microsoft Lync or Microsoft Office Communicator window.

Q. 

Why do I need to select a phone?

A. 

If you have more than one desk phone, you can select which desk phone you want to work with your Cisco UC Integration for Microsoft Lync. For example if you have one desk phone in your work office, and another desk phone in your home office, you can select which desk phone works with your Cisco UC Integration for Microsoft Lync.

Then you can use the Cisco UC Integration for Microsoft Lync to perform phone functions on the desk phone. For example, you can use the Cisco UC Integration for Microsoft Lync to put a call on hold, transfer a call, end a call, and so on.

Similarly, if you have more than one phone application on your computer, you can select which phone application you want your Cisco UC Integration for Microsoft Lync to work with.

Q. 

How do I select a phone?

A. 


  1. If you want to select a desk phone, make sure that the Cisco UC Integration for Microsoft Lync is set to use a desk phone for phone calls.

  2. Select Shows the Modify Options button. in the Cisco UC pane.

  3. Select Calls, then select Change.

  4. Use the Select Phone dialog box to select the phone that you require.

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

Q. 

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

A. 

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

Q. 

What's the difference between using my computer for phone calls and using my desk phone?

A. 

Your Cisco UC Integration for Microsoft Lync can work from your computer, or from your desk phone. When the Cisco UC Integration for Microsoft Lync works from your computer, you use your computer to place and receive calls. When the Cisco UC Integration for Microsoft Lync works from your desk phone, you use the phone to place and receive calls.

The following table describes where to perform particular tasks when you use your computer in either of these ways:

Task

Where to Perform Task

Using Computer for Phone Calls

Using Desk Phone for Phone Calls

Place and receive calls

Computer

Computer or desk phone

Hold and resume calls

Computer

Computer or desk phone

End calls

Computer

Computer or desk phone

Adjust the volume at which you receive audio

Computer

Desk phone

Mute your microphone

Computer

Desk phone

Stop sending video in video calls

Computer

Computer

Make sure the computer with the camera is tethered to the desk phone.

Q. 

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

A. 

Select Shows the button to select to switch to using your desk phone. or Shows the button to select to switch to using your computer. on the Cisco UC pane. The button that is displayed on the Cisco UC pane depends on whether you are currently using your computer for phone calls or using your desk phone.

Button Description
Shows the button to select to switch to using your desk phone.

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

Shows the button to select to switch to using your computer.

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

Q. 

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

A. 

No. The phone features in the Cisco UC Integration for Microsoft Lync are unavailable during the process of switching from your computer to your desk phone, or from your desk phone to your computer.

Calls


Make and Receive

Q. 

How do I place a call?

A. 

Right-click the contact in the Microsoft Lync window. Select Place a Call or Place a Video Call from the pop-up menu.

Q. 

What are the other ways to place a call?

A. 


  • Drag the contact that you want to call, and drop the contact on the call area on the Cisco UC pane.

    If the contact has more than one number listed in the corporate directory, a dialog box is displayed. Select the number to call from the dialog box.

    You can also use a switch at the bottom of this dialog box to select whether to place a video call, or an audio call. The default setting of this switch depends on your video options.

  • Microsoft Lync search box: Enter the number that you want to call in the search box. The number is displayed in the search results box. Select Place a Call or Place a Video Call from the pop-up menu.

  • Right-click the contact in the Microsoft Lync window. Select View Contact Card. Select the down arrow in Shows the more options button on the Microsoft Lync contact card. in the contact card. Select Place a Call or Place a Video Call.

  • Use the keypad: Select Shows the Keypad button on the Cisco UC pane.. Enter the number that you want to call, then select Call.

  • From conversation history: Select Shows the Conversation History button., then right-click the entry in the conversation history. Select Place a Call or Place a Video Call.

  • From within some applications.

Q. 

Why do I see an instant message window when I select Place a Call?

A. 

When you right-click a contact then select Place a Call or Place a Video Call, a Microsoft Lync instant message window is displayed briefly. This is expected behavior and occurs because of how the Cisco UC Integration for Microsoft Lync integrates to Microsoft Lync.

Q. 

How do I answer a call?

A. 

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


  • To answer with audio and video, select Shows the answer with video and audio button from the notifications window..

  • To answer with audio only, select Shows the send to voicemail button from the notifications window..

  • To divert the call to your voice message service, select Shows the send to voicemail button from the notifications window..

Q. 

How do I put a call on hold, or resume a call?

A. 


  1. Select the call in the conversations window.

    The call appears highlighted.

  2. To put a call on hold, select Shows the Hold Call button..

    To resume a call, select the button again.

Q. 

How do I end a call?

A. 

Select Shows the End Call button..

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

Q. 

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

A. 

Select Shows the full screen video button. at the top-right of your video display. To restore the display of your video call to the size of your conversations window, select Shows the restore video screen button..

Q. 

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

A. 

Select Shows the stop sending video button..

The Shows the icon that indicates video is not being sent. icon is displayed.

To restart sending video from your camera, select Shows the stop sending video button. again.

Q. 

How do I send video with all my calls?

A. 


  1. Select Shows the Modify Options button. in the Cisco UC pane.

  2. Select Video, then check Show my video automatically.

Q. 

How do I improve video quality on my Internet connection?

A. 

Depending on how your Cisco Unified Communications system is set up, you can select options to improve video quality.


  1. Select Shows the Modify Options button. in the Cisco UC pane.

  2. Select Video.

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

Q. 

How do I place a call from an application?

A. 

You can call a number or a contact from within some applications, as follows:


  • From a number in an application. Select or highlight the phone number in the application, then do one of the following:


    • Select Call [Number] in the Ribbon Home tab. Alternatively, select Call with Edit - [Number] to edit the phone number and then call. To place a video call, check Send video with call.

    • Right-click, then select Call. Alternatively, select Call with Edit to edit the phone number and then call. To place a video call, check Send video with call.

  • From a contact in an application. Right-click the contact, then select Additional Actions > Call [Phone]. Alternatively, select Additional Actions > Call with Edit to edit the phone number and then call. To place a video call, check Send video with call.

  • From the clipboard: Copy the number that you want to call into your clipboard. Select the Start button, then select All Programs > Cisco UC Integration for Microsoft Lync > Click to Call. To place a video call, check Send video with call.

Q. 

Which applications can I call a number or a contact from?

A. 

You can call a number from Internet Explorer, Mozilla Firefox, and Microsoft Excel, PowerPoint, and Word.

You can call a contact from Microsoft Outlook and Sharepoint.

Q. 

Why can't I call numbers or contacts from my applications?

A. 

You can place calls from within some applications if the click-to-call feature is available in your configuration of Cisco UC Integration for Microsoft Lync. Ask your administrator if this feature is available.

Q. 

How do I stop warnings about closing the conversations window?

A. 

When you close the conversations window, you end the current call. If there are any calls that are on hold, these calls are not ended, and the conversations window is not closed.

A warning is displayed when you close the conversations window. You can select whether or not to display this warning.


  1. Select Shows the Modify Options button. in the Cisco UC pane.

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

Q. 

What number is called when I select Place a Call or Place a Video Call?

A. 

If the contact has more than one number listed in the corporate directory, the Cisco UC Integration for Microsoft Lync calls one of the numbers for the contact. Cisco UC Integration for Microsoft Lync uses the following sequence to determine which number to call:


  1. Work

  2. Mobile

  3. Other

  4. Home

Q. 

Why is my call not displayed in the conversations window?

A. 

If you have a desk phone and can use your computer for phone calls, or if you share a line with another user, calls are not displayed in the conversations window in the following circumstances:


  • When a call is placed from the desk phone, if the Cisco UC Integration for Microsoft Lync is set to use your computer for phone calls.

  • 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 on hold from your computer, even if the call was placed in the circumstances listed above.

Q. 

Why are some of my calls put on hold automatically?

A. 

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

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

Redirect

Q. 

How do I transfer a call to someone?

A. 


  1. Select the down arrow in Shows the drop-down arrow beside the call button on the conversations window. in the conversations window.

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

  3. Select the contact, then select Transfer.

    If the contact has more than one number in the corporate directory, you can select the number to which you want to transfer the call.

    Alternatively, enter the number that you want to transfer to in the search field, then select Transfer.

  4. When the contact answers, select Transfer.

Q. 

How do I park a call?

A. 


  1. Select the down arrow in Shows the drop-down arrow beside the call button on the conversations window. 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 open for a short time after you park the call.

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

Q. 

What happens when I park a call?

A. 

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.

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 you parked the call.

If you park a call on your desk phone when the Cisco UC Integration for Microsoft Lync is set to use your desk phone for phone calls, no park number is displayed in the Cisco UC pane. You must read the park number from your desk phone.

Q. 

How do I forward my calls?

A. 

You can configure the Cisco UC Integration for Microsoft Lync to forward your calls to one of the following:


  • Your voice message service.

  • Another one of your phone numbers in the corporate directory.

  • Another contact in the corporate directory.

  • A phone number that you specify.

To configure the Cisco UC Integration for Microsoft Lync to forward your calls, perform the following steps:


  1. Select Shows the Modify Options button. in the Cisco UC pane.

  2. Select Calls, then check Forward my calls to.

  3. Select one of the following options:

    Option Description

    My voicemail

    Forwards your calls to your voice message service.

    Another of my phone numbers

    Forwards your calls to another one of your phone numbers that are stored in the corporate directory.

    Select the phone number from the drop-down list.

    Another contact or number

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

    Select Add, then use the Select Contacts dialog box to search for the contact. Select the contact, then select Select. If the contact has more than one number in the corporate directory, you can select the number to which you want to forward your calls.

    Alternatively, use the keypad to specify a number.

    Note   

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

  4. Select OK.

    The Shows the call forwarding icon. icon is displayed in the status bar of the Cisco UC pane.

Manage

Q. 

What events can I view in my conversation history?

A. 


  • Calls that you place or receive, including calls to your voice message service.

  • Calls that you miss.

  • Conference calls that you start or participate in.

Q. 

How do I view my conversation history?

A. 

Select Shows the Conversation History button. in the Cisco UC pane. A number on the button indicates the number of new missed calls.

The Cisco UC Integration for Microsoft Lync can only keep details of missed calls if the integration is running. If you have a desk phone, and the Cisco UC Integration for Microsoft Lync has not been running, there might be a difference between the number of missed calls on the desk phone and on the button in the Cisco UC pane.

Q. 

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

A. 

Double-click the entry for the caller in the conversation history. The number from which the call was received is dialed.

Q. 

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

A. 

Contacts Description

One

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

More than one

Select the contacts, right-click the selected contacts, then choose Send an Instant Message.

You might need to select the instant message window before you start to type your message.

Q. 

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

A. 


  • Select the contacts in the conversation history, right-click the selected contacts, then select Start Conference Call.

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

Q. 

How do I view the contact card for a caller in my conversation history?

A. 

Right-click the contact, then select View Contact Card.

Q. 

How do I delete events from my conversation history?

A. 

You can delete events from your conversation history in the same way that you delete voice messages in visual voicemail.

Q. 

Where is my conversation history saved?

A. 

Your conversation history is saved on the computer on which you sign in to the Cisco UC Integration for Microsoft Lync. You can also set an option to save your conversation history in Microsoft Outlook. If you select this option, your conversation history is saved to the Conversation History folder. If you do not have Microsoft Outlook open, your conversation history is saved to your Inbox.

Q. 

How do I specify where to save my conversation history?

A. 


  1. Select Shows the Modify Options button. in the Cisco UC pane.

  2. Select General, then check Save conversation history to Outlook.

Mobility

Q. 

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

A. 


  1. Select the down arrow in Shows the drop-down arrow beside the call button on the conversations window. in the conversations window.

  2. Select Transfer To > Remote Destination.

Q. 

How do I specify a mobile phone, or other phone to transfer calls to?

A. 

You specify your mobile phone as your remote destination. A remote destination refers to any other device on which you can accept incoming calls placed to your work number.

Specify your remote destination in your Cisco Unified Communications Manager User Options. Sign in to User Options, then select User Options > Mobility Settings > Remote Destinations.

To transfer a call to a remote destination, you must have your Cisco UC Integration for Microsoft Lync set to use your computer for phone calls.

You must also have the appropriate configuration in Cisco Unified Communications Manager. Contact your system administrator if you want to be able to transfer calls to a remote destination.

Conference Calls


Q. 

Is there an overview of the tasks that I need to perform to get a conference call running?

A. 

The following steps are an overview of the tasks you need to perform to conduct a conference call with two or more people:


  1. Select the contacts you require, then place the call to start the conference call.

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

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

  4. (Optional) Remove participants from the conference call.

  5. End the conference call.

Q. 

How do I start a conference call?

A. 


  1. Select the contacts that you want to include in the conference call in the Microsoft Lync or Microsoft Office Communicator window.

  2. Do one of the following:


    • Audio call: Right-click the contacts, then select Place a Call.

    • Audio and video call: Right-click the contacts, then select Place a Video Call.

    • Drag the contacts, and drop the contacts on the call area in the Cisco UC pane.

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

    If you have a two-party call, then you drag another contact to the call, that person is called automatically. Otherwise, you must call each conference call participant, then add them to the conference.

    If you start a video conference call, at least two of the first three participants who are called must be capable of sending and receiving video. If this is not the case, you cannot add video to the call after the call is started.

Q. 

How do I add the people that I have selected to the conference call?

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. If the participant is the first participant to be called, the call to the participant is put on hold until another participant joins.

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

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

Q. 

How do I add additional people to an active conference call?

A. 

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


  • Drag the participant: Drag the contacts from the Microsoft Lync or Microsoft Office Communicator window to the entry for the call or conference call in the conversations window.

  • Search for and select a contact, or enter a number to call, as follows:


    1. Select the down arrow in Shows the drop-down arrow beside the call button on the conversations window. in the conversations window.

    2. Select Conference With > Contact.

    3. Do one of the following in the Select Contacts dialog box:


      • Search for the contact, then select the contact.

      • Enter the number that you want to call in the search field.

      • Select the keypad icon, then enter the number that you want to call in the keypad dialog box.

    4. Select Add Participants.

      If the contact has more than one number in the corporate directory, you can select the number at which you want to call the contact.

Q. 

How do I remove someone from a conference call?

A. 

You can remove a participant from a conference call before the participant joins the conference call. When a participant is in a conference call, you cannot remove the participant.

To remove the participant, select Remove instead of Call or Join.

Q. 

How do I end a conference call?

A. 

Select Shows the End Call button. in the conversations window.

When you call the conference call participants to add them to the conference call, you speak to the participants before you join them to the conference. You cannot end the conference call during this part of the conference call.

Voicemail


Q. 

I see a notification of voicemail credentials missing. What do I need to do?

A. 

Your voicemail username and password might be incorrect. Enter the correct voicemail username and password.

Q. 

How do I enter my voicemail username and password?

A. 


  1. Select Shows the Modify Options button. in the Cisco UC pane.

  2. Select Accounts, then type the username and password under the Voicemail group title.

Q. 

How do I know if I have new voice messages?

A. 

The Cisco UC pane displays different voicemail icons, depending on the configuration of the voice message service.

Icon Description
Shows the Voicemail button with one new message.

You have new voice messages. The number of new messages is shown on the icon. Select the button to view your messages in visual voicemail.

Shows the Voicemail button.

You have no new voice messages.

Shows the Voicemail button for when you do not have visual voicemail.

You have new voice messages. Select the button to call your audio voice message service.

Q. 

How do I access my voice messages?

A. 


  • Select Shows the Voicemail button. in the Cisco UC pane. If you have new messages, the number of new messages is shown on the icon.

  • From conversation history: Select Shows the Conversation History button., then select the voicemail icon.

Q. 

How do I play my voice messages?

A. 

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


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

  • Audio voicemail: Places a call to your audio voice message service. You can follow the audio prompts to listen to, and interact with, your messages.

Q. 

How do I switch from using visual voicemail to using audio voicemail?

A. 


  1. Select Shows the Modify Options button. in the Cisco UC pane.

  2. Select General, then select one of the following options:

    Option Description

    Open the conversation history to show my voice messages

    Opens a window that displays a visual representation of your voice messages. You can use this window to play, pause, rewind, fast forward, and delete your messages.

    Call my voicemail service

    Places a call to your audio voice message service. You can follow the audio prompts to listen to, and interact with, your messages.

Q. 

How do I work with my messages in visual voicemail?

A. 


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

  • Pause a message: Select Shows the Pause Voice Message button. beside the message.

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

Q. 

What other tasks can I do in visual voicemail?

A. 


  • Mark a message as a new message: Right-click the message, then select Mark as New from the pop-up menu.

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

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

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

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

Q. 

How do I delete a message in visual voicemail?

A. 

When you delete a message, the message is moved to a folder for deleted messages. After you move a message to this folder, you can restore the message to your list of voice messages. You can also delete all deleted messages permanently.


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

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

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

Depending on how your Cisco UC Integration for Microsoft Lync is set up, you might not be able to restore a deleted message, or delete a message permanently.

Meetings


Q. 

What's the difference between a meeting and a conference call?

A. 

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

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

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.

Q. 

How do I start a meeting?

A. 


  1. Select the contacts that you want to include in the meeting in the Microsoft Lync window.

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

  3. (Optional) Specify a password that contacts must enter before they join the meeting.

    You and the contacts you selected receive an instant message in Microsoft Lync. The instant message contains a URL that your contacts can use to join the meeting. If you started the meeting, the system starts the meeting automatically and adds you to the meeting.

Q. 

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

A. 


  1. Select the down arrow in Shows the drop-down arrow beside the call button on the conversations window. in the conversations window.

  2. Select Start a Meeting.

    A dialog box is displayed that is typically used to get the meeting to call you.

    You can ignore this dialog box because you are already on the conference call.

Q. 

How do I join a meeting?

A. 

When you are invited to a meeting, you receive an instant message in Microsoft Lync. The instant message contains a URL that your contacts can use to join the meeting.

If a password is required for the meeting, the instant message also contains the password.

To join the meeting, select the URL, or paste the URL into a web browser to join the meeting.

If the Cisco UC Integration for Microsoft Lync is running independently of Microsoft Lync, you receive an email rather instead of an instant message.


Note


An underscore character (_) might appear before the meeting URL. When you select the URL to paste into the web browser, do not include the underscore.


Chat


Q. 

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

A. 


  1. Select the down arrow in Shows the drop-down arrow beside the call button on the conversations window. in the conversations window.

  2. Select Send an Instant Message.

You might need to select the instant message window before you start to type your message.

Q. 

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

A. 

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

Participants Description

One


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

  2. Select Send an Instant Message.

All


  1. Select the down arrow in Shows the drop-down arrow beside the call button on the conversations window. in the conversations window.

  2. Select Start an Instant Message Conference.

An instant message conference starts with all participants who are running Microsoft Lync, and who are enabled for instant messaging. If other participants are enabled for instant messaging, a message is displayed.

You might need to select the instant message window before you start to type your message.

Contacts


Q. 

How do I search for contacts?

A. 

You can use the Microsoft Lync window to search for contacts.

You can also use the Select Contacts 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 call.

  • Specify a contact to forward your calls to.

Q. 

How do I search for contacts in the Select Contacts dialog box?

A. 


  1. Enter the name of the contact in the search field.

    Your recent contacts are searched predictively. The results of the search are displayed in the search results list.

  2. If no matches are found, press Return, or select the Search corporate directory for link to search your corporate directory.

Troubleshooting


Q. 

What's a problem report?

A. 

If you encounter a problem with the Cisco UC Integration for Microsoft Lync, you can create a problem report. You can enter a description of the problem, and this is included in an automatically-generated report.

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

You might want to change the logging level before you create a problem report. If you increase the logging level, you can provide more information to the system administrator.

Q. 

How do I create a problem report?

A. 


  1. Microsoft Lync: Select the menu arrow in Menu button in the Microsoft Lync window.

    Microsoft Office Communicator: Select Menu button in the title bar.

  2. Select Tools > Create Problem Report.

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

  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.

Q. 

How do I view connection statistics for the current call?

A. 

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


  1. Select the down arrow in Shows the drop-down arrow beside the call button on the conversations window. in the conversations window.

  2. Select Connection Statistics.

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

Q. 

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

A. 

You can view the status of the servers that are included in your Cisco Unified Communications system. For example, if you cannot access your voice messages, you can check the status of your voicemail servers.


  1. Microsoft Lync: Select the menu arrow in Menu button in the Microsoft Lync window.

    Microsoft Office Communicator: Select Menu button in the title bar.

  2. Select Tools > Server Status and Notifications.

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

  3. Select Close when you are finished.

Q. 

How do I view my system notifications?

A. 

You can view notifications that the Cisco Unified Communications system sends to the Cisco UC Integration for Microsoft Lync.


  1. Microsoft Lync: Select the menu arrow in Menu button in the Microsoft Lync window.

    Microsoft Office Communicator: Select Menu button in the title bar.

  2. Select Tools > Server Status and Notifications.

  3. Select the Notifications tab.

  4. Select Close when you are finished.

Q. 

How do I start or stop the Cisco UC Integration for Microsoft Lync?

A. 

Occasionally, your system administrator might request you to start or stop the Cisco UC Integration for Microsoft Lync to troubleshoot technical issues.

When you stop the Cisco UC Integration for Microsoft Lync, the Cisco UC pane disappears. When start the Cisco UC Integration for Microsoft Lync again, the Cisco UC pane reappears.


  1. Microsoft Lync: Select the menu arrow in Menu button in the Microsoft Lync window.

    Microsoft Office Communicator: Select Menu button in the title bar.

  2. Select Tools > Start Cisco UC or Tools > Stop Cisco UC.

Q. 

How do I set my logging level?

A. 

If you experience problems with the Cisco UC Integration for Microsoft Lync, you might need to increase your logging level so that more detailed information is recorded.


  1. Select Shows the Modify Options button. in the Cisco UC pane.

  2. Select General, then select the logging level you require from the Logging level drop-down list.

Q. 

How do I place a call if I am signed out of Cisco UC Integration for Microsoft Lync?

A. 

If the Microsoft Lync Server fails, or you are signed out of Microsoft Lync, you can use the Cisco UC Integration for Microsoft Lync independently of Microsoft Lync. Microsoft Lync features such as availability status and instant messaging are not available.

If the Microsoft Lync Server fails while you have an active call, a message is displayed. The Cisco UC pane is displayed in a separate window, and you can continue to place and receive calls. If the Microsoft Lync Server restarts, the Cisco UC pane reattaches to the Microsoft Lync window.

If the Microsoft Lync Server fails while you do not have an active call, Microsoft Lync and the Cisco UC Integration for Microsoft Lync both close. You can start the Cisco UC Integration for Microsoft Lync independently of Microsoft Lync, then use the Cisco UC Integration for Microsoft Lync to place and receive calls.

To start the Cisco UC Integration for Microsoft Lync independently of Microsoft Lync, select the Start button, then select All Programs > Cisco UC Integration for Microsoft Lync > Cisco UC Integration for Microsoft Lync.

Q. 

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

A. 

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


  1. Place a video call.

  2. Select the down arrow in Shows the drop-down arrow beside the call button on the conversations window. in the conversations window.

  3. Select Connection Statistics.

  4. Select the Video Statistics tab.

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

    Field

    Value

    Codec Height

    720

    Codec Width

    1280

Q. 

Why am I not sending HD video?

A. 

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


  1. Ensure that you are using a HD video camera.

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

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

  4. Perform the following steps:
    1. Select Shows the Modify Options button. in the Cisco UC pane.

    2. Select Video.

    3. 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.

Q. 

I selected not to show some system messages. How do I show them again?

A. 

As you work with the Cisco UC Integration for Microsoft Lync, various system messages are displayed. On some of these messages, you can select not to show the message again. For example, if you delete an event from your conversation history, a confirmation message is displayed. You can check Do not show this message again on the message.

If you have selected not to show some messages, you can reset your system messages, so that those messages are displayed again.


  1. Select Shows the Modify Options button. in the Cisco UC pane.

  2. Select General, then select Reset System Messages.

Q. 

Contact information is missing from participants in conference calls. What do I need to do?

A. 

In Cisco UC Integration for Microsoft Lync, your contact information can come from two sources:


  • Active Directory or Microsoft Lync Server address book

  • Corporate directory or Lightweight Directory Access Protocol (LDAP) server

If your sign-in credentials are not correct for the corporate directory or LDAP server, you might experience the following problems:


  • Contact information is missing from participants in conference calls.

  • Availability status information is missing from contacts in the conversation history.

  • When you drag and drop a contact to the call area in the Cisco UC pane, the call is not placed.

If you experience these problems, enter the correct corporate directory username and password. Depending on how your Cisco Unified Communications system is set up, you might not be able to change your corporate directory username and password.

Q. 

How do I enter my corporate directory username and password?

A. 


  1. Select Shows the Modify Options button. in the Cisco UC pane.

  2. Select Accounts, then type the username and password under Corporate directory.


Note


Depending on how your Cisco Unified Communications system is set up, you might not be able to change your corporate directory username and password.


Q. 

Why is the meeting feature unavailable?

A. 

When you try to start a meeting, a message might be displayed that says that this feature is unavailable. If you experience this problem, enter the correct meeting username and password. The username and password allows you to use the server that manages meetings.

Q. 

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

A. 


  1. Select Shows the Modify Options button. in the Cisco UC pane.

  2. Select Accounts, then type the username and password under Meetings.



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