Frequently Asked Questions: Cisco Unified Communications for RTX
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Contents
Frequently Asked Questions
FAQs
Q.
What is Cisco Unified Communications for RTX?
Overview
Buttons and Icons
Q.
What buttons does Cisco Unified Communications for RTX add to RTX?
Q.
What do the icons in the status bar mean?
A.
Conversations Window
Q.
What is the conversations window?
A.
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.
Number Item Description 1
Select to end a call.
2
Select to put a call on hold.
3
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.
4
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. Select this button again to stop your audio from being muted.
5
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.
6
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 with telephony user interfaces.
-
Select to resume a call.
7
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.
-
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.
-
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.
Can I have more than one call simultaneously?
A.
Yes, you can. 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 Aiguo Zhang, and one from Ping Li. The call from Aiguo Zhang is active. The call from Ping Li is on hold.
Q.
How do I make a call that is on hold active?
A.
Select the call in the conversations window.
The call that was previously put on hold is now active.
When you make a call the active call, the following occurs:
RTX Features
Q.
Cisco Unified Communications for RTX integrates with RTX. What RTX features can I use?
A.
Cisco Unified Communications for RTX integrates closely with RTX. Cisco Unified Communications for RTX enhances some of the existing RTX features, such as audio calls, video calls, and conferencing. You can use all the other existing RTX features when you use the Cisco Unified Communications for RTX.
Getting Started
Headsets and Video Cameras
Q.
How do I set up my headset, or other audio and video devices?
A.
Select .
Select Next to continue.
Select the microphone and the speaker that you require from the relevant drop-down list.
Select the video camera from the relevant drop-down list and then select Next.
Select Test to test the volume of the microphone and the speaker and then select Next.
Check Start to adjust to preview how your video appears.
Select Next to continue.
Select Finish when you have specified the settings that you require.
Q.
When do I need to set up my headset, and other audio and video devices?
A.
You might need to set up your devices after you do any of the following:
Signing In and Starting
Q.
What do I need before I sign in to Cisco Unified Communications for RTX?
A.
You must sign in to your Cisco Unified Communications for RTX before you can place calls, start conference calls, and so on. To sign in to your Cisco Unified Communications for RTX, you must have the following:
An RTX user account.
A user account for Cisco Unified Communications for RTX.
If your system has security implemented for using your computer for phone calls, the required authorization code.
If you do not have these items, contact your system administrator.
Q.
How do I sign in to Cisco Unified Communications for RTX?
A.
Enter your user ID in the User ID field.
Enter your password in the Password field.
(Optional) Check Automatically sign in if you want Cisco Unified Communications for RTX to automatically sign you in after you sign in to RTX.
The Automatically sign in check box is checked by default.
Select Sign In.
If your system has security implemented for using your computer for phone calls, do the following:
Q.
How do I sign in automatically to Cisco Unified Communications for RTX?
A.
You can set up Cisco Unified Communications for RTX to sign you in automatically after you sign in to RTX. In the sign-in window, you must check the Automatically sign in check box if you want Cisco Unified Communications for RTX to sign you in automatically.
Q.
How do I start Cisco Unified Communications for RTX?
A.
Verify that Cisco Unified Communications for RTX is installed on your system, and then
Q.
How do I turn off automatic sign-in to Cisco Unified Communications for RTX?
A.
Q.
How do I sign out of Cisco Unified Communications for RTX?
A.
Select .
Note
If you exit RTX, you are automatically signed out of Cisco Unified Communications for RTX.
Calls
Placing Calls
Q.
How do I place a call?
A.
Double-click
for the contact to place a call to the contact. If the contact has more than one number listed in RTX contact information, click the down arrow at the right of
Note
If you double-click
Q.
What are the other ways to place a call?
A.
Right-click a contact: Right-click the contact in the RTX contact list or the contact photo in the instant message window. Select Start Audio conversation from the popup menu.
Select Audio: Select the Audio button in the instant message window.
RTX search bar: Enter the contact name that you want to call in the search bar. The contact appears in the search bar as the search result. Select the down arrow and select Start Audio conversation from the popup menu.
Use the keypad: Select
in the RTX main panel. Enter the number or the name of the contact that you want to call, then select
.
From conversation history: Select
in the RTX main panel. Double-click the entry in the conversation history.
From the Actions menu: Select the contact that you want to call, then select .
Q.
How do l answer a call?
A.
Q.
How do I end a call?
A.
Select
Call Behavior
Q.
How do I stop warnings about closing the conversations window?
A.
When you close the conversations window, you end the current call. A warning is displayed when you close the conversations window. You can select whether or not to display this warning. To stop the warning, you can
Select in the RTX main panel.
Select General, then uncheck Warn me before closing the active conversations window.
Note
If there are any calls that are on hold, these calls are not ended, and the conversations window is not closed.
Q.
What number is called when I select Start Audio conversation or Start Video conversation?
A.
If you call a contact who has more than one number listed in RTX contact information, without specifying which number to call, Cisco Unified Communications for RTX calls the office phone number. If the contact has only one number, Cisco Unified Communications for RTX calls the number.
Q.
Why is my call not displayed in the conversations window?
A.
If you have a desk phone and you are using 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 Cisco Unified Communications for RTX 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.
Searching for Contacts
Q.
How do I search for contacts?
A.
You can search for contacts in the search bar of the RTX main panel.
Alternatively, select You can do at the bottom of the RTX main panel, then select Search for contacts.
You can also use the Select Contact dialog box to search for contacts when you perform the following tasks:
Q.
How do I search for contacts in the Select Contact dialog box?
A.
Use one of the following search options to search for contacts:
Enter the name of the contact in the search field.
Select Organization to search for the contact within the organization.
Select Contact Group to search for the contact within each customized group that you previously added in RTX.
Select Mobile Group to search for the contact within the address book in which you previously added exterior contacts in RTX.
Your contacts are searched predictively. The results of the search are listed alphabetically.
Select Add to add the contact to the Select user field.
Select OK.
Transferring, Parking, Holding, and Forwarding
Transferring Calls
Q.
How do I transfer a call to someone?
A.
Select , then use the Select Contact dialog box to search for the contact.
Select the contact, then select OK.
If the contact has more than one number in RTX, the call is transferred to the office phone number of the contact.
Alternatively, select Phone Number in the Select Contact dialog box. Enter the number that you want to transfer to in the search field. Select Add, then select OK.
When the contact answers, select Transfer.
Q.
How do I transfer a call to my mobile phone, or to another of my phones?
A.
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 office phone number.
Specify your remote destination in your Cisco Unified Communications Manager User Options. Sign in to User Options, then select .
To transfer a call to a remote destination, you must have your Cisco Unified Communications for RTX 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.
Parking Calls
Q.
How do I park a call?
A.
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 Cisco Unified Communications for RTX is set to use your desk phone for phone calls, no park number is displayed in the conversations window of Cisco Unified Communications for RTX. You must read the park number from your desk phone.
Forwarding Calls
Q.
How do I forward my calls?
A.
You can set up Cisco Unified Communications for RTX to forward your calls to one of the following:
Your voice message service.
Another one of your phone numbers in RTX contact information.
Another contact in your organization.
A phone number that you specify.
To set up Cisco Unified Communications for RTX to forward your calls, perform the following steps:
Select in the RTX main panel.
Select Calls, then check Forward my calls to.
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 RTX contact information.
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 or Change, then use the Select Contact dialog box to search for the contact. Select the contact, then select Add.
Note If the contact has more than one number, Cisco UC for RTX selects the office phone number of the contact.
Alternatively, select Phone Number in the Select Contact dialog box and specify a number.
Note If you previously specified another contact or number to forward your calls to, that contact is displayed instead of the Another contact or number label.
Select OK.
The
icon is displayed in the status bar of the RTX main panel.
Video Calls
Placing Video Calls
Q.
How do I place a video call?
A.
Right-click the contact in the RTX contact list, then select Start Video conversation.
Alternatively, you can select the Video button in the instant message window.
If the contact has more than one number, the office phone number is used for video calls.
Q.
Is there another way to place a video call?
A.
Enter the contact name that you want to call in the RTX search bar. The contact appears in the search bar as the search result. Select the down arrow, then select Start Video conversation.
Q.
How do I expand my video call display to the full screen?
A.
Select
Sending and Receiving Video
Q.
How do I stop sending video from my camera on an active call?
A.
Q.
How do I send video with all my calls?
A.
Q.
How do I improve video quality on my Internet connection?
A.
Depending on how your Cisco Unified Communications for RTX is set up, you can select options to improve video quality.
Conference Calls
Placing a Conference Call
Q.
What steps do I need to follow to get a conference call running?
A.
To conduct a conference call with two or more people, you perform the following tasks:
Q.
How do I start a conference call?
A.
Select the contacts that you want to include in the conference call from the RTX contact list.
Do one of the following:
The conference call is displayed in the conversations window. The conversations window displays a list of the participants.
If you start a video conference call, 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 I selected to the conference call?
A.
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.
Select .
Do one of the following in the Select Contact dialog box:
Click Add to add the contact or the number to the Select user field.
The newly-added participant appears in the conversations window. If the contact has more than one number in RTX contact information, you can select the number at which you want to call the contact by selecting the down arrow beside the Call button.
Removing Participants and Ending Conference Calls
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, right-click the participant, then select Remove from Conference.
Q.
How do I end a conference call?
A.
Select
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.
Meetings
Q.
What is 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 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.
Before you start a meeting, you must sign in to Cisco Unified Communications for RTX. Make sure that your meeting credentials are correct in .
Select the contacts that you want to include in the meeting from the RTX contact list.
Right-click the contacts, then select Start Meeting.
(Optional) Specify a password that contacts must enter before they join the meeting.
The system starts the meeting automatically and adds you to the meeting. The contacts you selected receive the meeting invitation through a notification window. They can select the Join meeting link to join the meeting in the notification window.
If you specified a meeting password when you started the meeting, the notification window contains that password. Your contacts are required to enter the password before they can join the meeting.
Q.
How do I know if my meeting credentials are correct?
A.
Select . The green icon next to the MeetingPlace section header indicates that your meeting credentials are correct.
Q.
I am in a conference call and I want to share a document. How do I start a meeting?
A.
Q.
I am in a group chat and I want to share a document. How do I start a meeting?
A.
Select the Meeting button in the group chat window.
Q.
How do I join a meeting?
A.
When you are invited to a meeting, you receive a meeting invitation through a notification window.
If a password is required for the meeting, the notification window also contains the password. Make a note of the meeting password.
Select the Join meeting link to join the meeting.
Enter the meeting password if required.
Voicemail
Switching Modes
Q.
What is the difference between using my computer for phone calls and using my desk phone?
A.
Cisco Unified Communications for RTX allows you to make phone calls from your computer, or from your desk phone.
The following table provides the difference between using your computer for phone calls and using your desk phone.
Call Tasks Where to Perform the Call Task Using Your Computer for Phone Calls Where to Perform the Call Task Using Your 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 audio volume of calls
Computer
Desk phone
Mute the microphone
Computer
Desk phone
Mute video in video calls
Computer
Computer
Note Make sure the computer with the camera is tethered to the desk phone.
Additionally, when you use your desk phone for phone calls, the following features are not available:
Q.
How do I switch between using my computer for phone calls and using my desk phone?
A.
Select
or
in the RTX main panel. The button that is displayed in the toolbar depends on whether you are currently using your computer for phone calls or using your desk phone.
Q.
Can I place calls while I switch from my computer to my desk phone?
A.
No. The phone features in Cisco Unified Communications for RTX are unavailable during the process of switching from your computer to your desk phone, or from your desk phone to your computer.
Selecting Phones
Q.
What 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 Cisco Unified Communications for RTX. 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 Cisco Unified Communications for RTX. Then you can use Cisco Unified Communications for RTX to perform phone functions on the desk phone. For example, you can use Cisco Unified Communications for RTX 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 Cisco Unified Communications for RTX to work with.
Q.
How do I select a phone?
A.
If you want to select a desk phone, make sure that the Cisco Unified Communications for RTX is set to use a desk phone for phone calls.
Select File > Cisco UC Settings.
Select Calls.
Select Change.
Select the phone that you require.
If you select a desk phone that has multiple lines, you can select the line that 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.
Instant Messages
Q.
How do I send an instant message to the other party in a phone conversation?
A.
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.
Conversation History
Q.
What events can I view in my conversation history?
A.
Q.
How do I view my conversation history?
A.
Cisco Unified Communications for RTX can only keep details of missed calls when it is running. If you have a desk phone, and Cisco Unified Communications for RTX was not running, there might be a difference between the number of missed calls on the desk phone and the number indicated in the tooltip of the conversation history button.
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.
Q.
How do I start a conference call with contacts in my conversation history?
A.
Q.
How do I view contact information for a contact 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.
Upgrade
Q.
How do I perform an upgrade of Cisco Unified Communications for RTX?
A.
For a mandatory upgrade, you must perform the upgrade before you continue using Cisco Unified Communications for RTX. For a recommended upgrade, you can continue using Cisco Unified Communications for RTX without performing the upgrade. It is recommended that you always upgrade to the latest version.
To perform an upgrade of Cisco Unified Communications for RTX, use the following procedure:
Select the here link in upgrade alerts to download the latest version of Cisco Unified Communications for RTX.
Double-click the downloaded file to install the software when the download is complete.
Note
Only users with administrator privileges can install the software. See Installation Guide for Cisco Unified Communications for RTX Release 8.5 for more information.
Q.
Why does the download not start after I select the here link in the upgrade alert?
A.
The wrong here link in the upgrade alert may cause this problem. Contact your system administrator.
Q.
I get an error about a mismatched software version when I start Cisco Unified Communications for RTX after an upgrade. What do I need to do?
A.
This error indicates that your RTX version is not compatible with the version of Cisco Unified Communications for RTX. Contact your system administrator.
Q.
I get an error about a loading failure for Cisco Unified Communications for RTX when I start it after an upgrade. What do I need to do?
A.
An incomplete upgrade of Cisco Unified Communications for RTX may cause this problem. Contact your system administrator.
Troubleshooting Features
Q.
What is a problem report?
A.
If you encounter a problem with Cisco Unified Communications for RTX, 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.
Select .
Read the privacy agreement text on the Problem Reporting Tool window, then check the privacy agreement check box.
Enter a description of the problem in the Problem description text box.
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.
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.
Q.
How do I view my error notifications?
A.
You can view error notifications that the Cisco Unified Communications system sends to Cisco Unified Communications for RTX.
Q.
How do I set my logging level?
A.
If you experience problems with Cisco Unified Communications for RTX, you might need to increase your logging level so that more detailed information is recorded.
Troubleshooting Topics
Video
Q.
How do I check whether I am sending high-definition (HD) video?
A.
Look at the video that you are sending during a call. If your video does not appear to be HD, check the video statistics for the call as follows:
Q.
Why am I not sending HD video?
A.
If you are not sending HD video, perform the following checks:
Ensure that you are using a HD video camera.
Ensure that your computer meets the required specifications for processing HD video.
Ensure that the person you are calling has a computer that can receive HD video.
Select , then select Video. Move the slider to the end of the best video quality side of the slider.
If you are still not sending HD video, contact your system administrator.
Confirmation Messages
Q.
I selected not to show confirmation messages on deleting events. How do I show them again?
A.
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 want to show the confirmation messages again, you perform the following steps:
Contact Information
Q.
Contact information is missing from participants in conference calls. What do I need to do?
A.
Missing contact information in RTX may cause this problem.
If you experience this problem, contact your system administrator.
Meetings
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, or the Start Meeting menu option is not available. If you experience these problems, 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.
Verify that you have already signed in to Cisco Unified Communications for RTX.
Q.
Why am I not in a meeting after I select the Join meeting link?
A.
This problem may occur if the security level of your web browser is high. To resolve this issue, set the security level to medium.
Display
Q.
Buttons and icons are blurred in Cisco Unified Communications for RTX. Some dialog boxes drift from their parent windows. What do I need to do?
A.
This problem may occur if the DPI setting on your computer is higher than 96 DPI. To resolve these issues, set your DPI to 96 DPI.
Q.
The Call button for each contact and some buttons in the RTX main panel are disabled. What do I need to do?
A.
The disabled Call button and other disabled buttons indicate that you have not successfully signed in to Cisco Unified Communications for RTX. Select to sign in to Cisco Unified Communications for RTX.
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icon is displayed.
to place a call to the audio voice message service. You can follow the audio prompts to listen to, and interact with, your messages.
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