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Cisco Unified Communications for RTX

Frequently Asked Questions: Cisco Unified Communications for RTX

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FAQs


Frequently Asked Questions

FAQs


Q. 

What is Cisco Unified Communications for RTX?

A. 

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

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

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

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

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

Overview


Buttons and Icons

Q. 

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

A. 

Number Item Description

1

,

Select to view your call events and voice messages. The number beside the button indicates the number of new missed calls and new voice messages.

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

Note   

Cisco Unified Communications for RTX can only keep details of new missed calls and new voice messages if it is running.

2

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

-

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

3

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

4

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

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

Q. 

What do the icons in the status bar mean?

A. 

Icon

Description

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

,

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

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

Conversations Window

Q. 

What is the conversations window?

A. 

The conversations window is displayed when you
  • Place or answer a call

  • Start or join a conference call

  • Call your voice message service

The conversations window displays information about your calls, such as the name or number of the caller, and the duration 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. 

Item Description

Select to end a call.

Select to put a call on hold.

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

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

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.

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 the call that is on hold.

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 without mouse movements.

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 without mouse movements.

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 Ping Li, and one from Aiguo Zhang. The call from Ping Li is active. The call from Aiguo Zhang is on hold.

Q. 

How do I activate a call currently on hold?

A. 


  1. Select the call in the conversations window.

  2. Select to resume the call.

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

When you activate a call, the following occurs:


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

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

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

Online Help

Q. 

How do I open the online help?

A. 


  1. Select in the title bar.

  2. Select Help > Help on Cisco UC.

Getting Started


Headsets and Video Cameras

Q. 

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

A. 


  1. Select in the title bar.

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

  3. Select Next to continue.

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

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

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

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

  8. Select Next to continue.

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

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:


  • Install Cisco Unified Communications for RTX.

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

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

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. 


  1. Enter your username in the Username field.

  2. Enter your password in the Password field.

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

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

  4. Select Sign In.

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


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

    • Select Sign In.

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


  1. Start RTX.

  2. Sign in to RTX.

  3. Sign in to Cisco Unified Communications for RTX.

Q. 

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

A. 


  1. Select in the title bar.

  2. Select Sign Out of Cisco UC.

  3. Select in the title bar.

  4. Select Sign In to Cisco UC.

  5. Uncheck Automatically sign in.

  6. Select Sign In.

Q. 

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

A. 


  1. Select in the title bar.

  2. Select Sign Out of Cisco UC

    .

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 to place a call to the contact. If the contact has more than one number listed in the RTX contact information, click the down arrow at the right of to select the number that you want to call.


Note


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


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.

  • 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. Select the contact. Then select the down arrow and select Start Audio conversation.

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

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

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

Q. 

How do l 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 .

  • To answer with audio only, select .

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

Q. 

How do I end a call?

A. 

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

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


  1. Select or in the status bar.

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


Note


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


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 the 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 that number.

Q. 

Why is my call not displayed in the conversations window?

A. 

Calls are not displayed in the conversations window under 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:


  • Transfer a call to a contact.

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

  • Specify a contact to forward your calls to.

Q. 

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

A. 


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


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

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

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

    • 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.

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

  3. Select OK.

Transferring, Parking, Holding, and Forwarding


Transferring Calls

Q. 

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

A. 


  1. Select the down arrow in in the conversations window.

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

  3. Select the contact, then select OK.

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

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

  4. When the contact answers, select Transfer.

Q. 

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

A. 

You can specify your mobile phone, another of your phones, 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. 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.

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. 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.

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


  1. Select the down arrow in in the conversations window.

  2. Select Transfer To > Remote Destination.

Parking Calls

Q. 

How do I park a call?

A. 


  1. Select the down arrow in in the conversations window.

  2. Select Park Call from the menu.

    The conversations window displays a phone number. Make a note of this number. The conversations window remains 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.

Putting Calls on Hold

Q. 

How do I put a call on hold?

A. 


  1. Select the call in the conversations window.

    The call appears highlighted.

  2. To put a call on hold, select .

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 the RTX contact information.

  • Another contact in your organization.

  • A phone number that you specify.

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


  1. Select or in the status bar.

  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 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.

  4. 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. Select the down arrow, then select Start Video conversation.

Q. 

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

A. 

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

Sending and Receiving Video

Q. 

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

A. 

Select .

The icon is displayed.

To restart sending video from your camera, select .

Q. 

How do I send video with all my calls?

A. 


  1. Select or in the status bar.

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


    Note


    After you check Show my video automatically, you always send video with your calls when you do one of the following actions:
    • Dial the phone number from the keypad.

    • Double-click to call a contact.

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

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


Q. 

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

A. 

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


  1. Select or in the status bar.

  2. Select Video.

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

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:


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

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

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

  4. End the conference call.

Q. 

How do I start a conference call?

A. 


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

  2. Do one of the following:


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

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

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

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

Additionally, if none of the first three participants answer the video conference call with video, the conference call is established as audio only. 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. 


  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 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 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 the active conference call.


  1. Select the down arrow in in the conversations window.

  2. Select Conference With > Contact.

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


    • Search for the contact, then select the contact.

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

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

The newly added participant appears in the conversations window. If the contact has more than one number in RTX 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 by selecting the Remove button for the participant.

Q. 

How do I end a conference call?

A. 

Select in the conversations window.

When you are calling conference participants to add them to the conference call, or you are speaking to the participants before you join them to the conference, you can end the conference call by removing all the participants and then selecting the button.

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. If your system administrator does not set to use the Cisco Unified Communications RTX username and password as meeting credentials, make sure that your meeting credentials are correct in Cisco UC Settings > Accounts.


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

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

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

Q. 

How do I know if my meeting credentials are correct?

A. 


  1. Select in the title bar.

  2. Select Help > Server Status and Error Notifications. The green icon next to the Meeting Site 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. 


  1. Select the down arrow in in the conversations window.

  2. Select Start a Meeting.


    Note


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


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.

Select the Join meeting link to join the meeting.

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

Cisco Unified Communications for RTX

Cisco Unified Communications for RTX or desk phone

Hold and resume calls

Cisco Unified Communications for RTX

Cisco Unified Communications for RTX or desk phone

End calls

Cisco Unified Communications for RTX

Cisco Unified Communications for RTX or desk phone

Adjust audio volume of calls

Cisco Unified Communications for RTX

Desk phone

Mute the microphone

Cisco Unified Communications for RTX

Desk phone

Mute video in video calls

Cisco Unified Communications for RTX

Cisco Unified Communications for RTX

1
Note   

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

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

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


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

    Note


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


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.

Button Description

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

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 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.

Q. 

How do I select a phone?

A. 


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

  2. Select or in the status bar.

  3. Select Change.

  4. Select the phone that you require.

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

  5. Select OK.

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. 


  1. Select the down arrow in in the conversations window.

  2. Select Send an Instant 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 in the conversations window.

  2. Select Start an Instant Message Conference.

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

Conversation History


Q. 

What events can I view in my conversation history?

A. 

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

  • Calls tab
    • Calls that you place or receive.

    • Calls that you miss.

    • Conference calls that you start or participate in.

  • Voicemail tab
    • Voice messages that you receive.

Q. 

How do I view my conversation history?

A. 

Select or in the RTX main panel.


Note


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 that number on the Cisco Unified Communications for RTX.


Q. 

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

A. 

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

Q. 

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

A. 

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

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 select Send an Instant Message.

Q. 

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

A. 


  • Select the contacts in the Calls tab or the Voicemail tab, 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 contact information for a contact in my conversation history?

A. 

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

Q. 

How do I delete events from my conversation history?

A. 


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

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


    Note


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


Voicemail


Visual Voicemail Credentials

Q. 

How do I enter my voicemail username and password?

A. 

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

  1. Select or in the status bar.

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

    .

New Voice Messages

Q. 

How do I know if I have new voice messages?

A. 

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

Playing Voice Messages

Q. 

How do I access my voice messages?

A. 


  • Select or in the RTX main panel, then select the Voicemail tab.

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 the Voicemail tab that displays a visual representation of your voice messages. This tab 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 Voicemail tab to play, pause, rewind, fast forward, and delete your messages.

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

Q. 

What can I do with my messages in visual voicemail?

A. 

Visual voicemail is a visual representation of your voice messages. The Voicemail tab 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 perform the following tasks:

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

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

  • Rewind or fast forward a message: Select the desired point of the progress bar of the message to rewind or fast 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 new: Right-click the message, then select Mark as New.

  • 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 Today.

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

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

Q. 

How do I delete a message in visual voicemail?

A. 

When you delete a message, you are not permanently deleting the message. It is moved to a folder for deleted messages. After you move a message to this folder, you can still 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.

  • 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.

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

    Note


    Selecting Delete Record Permanently removes all the deleted voice messages.

    Note


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


Microsoft Office Integration


Q. 

What is Microsoft Office integration?

A. 

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

Q. 

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

A. 

You can send instant messages or place calls to contacts from within some applications if the feature is available in your configuration of Cisco Unified Communications for RTX. Ask your administrator if this feature is available. Additionally, you must enable the Microsoft Office integration feature in Cisco UC Settings > General.

Q. 

How do I send an instant message from an application?

A. 

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

Application

To Send an Instant Message

Outlook 2007

Take one of the following actions:


  • From the Ribbon Message tab, select IM > Reply with Instant Message or Reply All with Instant Message.

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

Outlook 2010

Take one of the following actions:


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

  • Move the mouse over the contact to display the contact card and then select Send an instant message.

Word 2010, Excel 2010, and PowerPoint 2010


  1. Select File > Info.

  2. In the Related People Pane on the right side of the window, move the mouse over a contact name2 to display the contact card.
  3. Select Send an instant message in the contact card.

SharePoint 2010

Select the contact to display the contact card, then select Send an instant message in the contact card.

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

Q. 

How do I place a call from an application?

A. 

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

Application

To Call a Contact

Outlook 2007

Take one of the following actions:


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

  • Right-click a contact in an email header, then select Call Contact > Call Contact.

Outlook 2010

Take one of the following actions:


  • Select More > Call > Call Contact in the Respond group on the Ribbon Home tab or the Ribbon Message tab.

  • Move the mouse over the contact name to display the contact card, then select Call and select which phone number that you want to call.

Word 2010, Excel 2010, PowerPoint 2010


  1. Select File > Info.

  2. In the Related People Pane, move the mouse over a contact name3 to display the contact card, and select Call.

  3. Select which phone number that you want to call.

SharePoint 2010

Select the contact to display the contact card, then select Call. Select which phone number that you want to call.

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

Upgrade


Q. 

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

A. 

Two upgrade types are available for your Cisco Unified Communications for RTX:
  • Upgrade with alerts—You get an upgrade alert. When you get an alert of a mandatory upgrade, you must perform the upgrade before you continue using Cisco Unified Communications for RTX. When you get an alert of 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.

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

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

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.

Q. 

How do I create a problem report?

A. 


  1. Select in the title bar.

  2. Select Help > Create Problem Report.

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


  1. Select in the title bar.

  2. Select Help > Server Status and Error Notifications.

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

  3. Select Close when you are finished.

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.


  1. Select in the title bar.

  2. Select Help > Server Status and Error Notifications.

  3. Select the Error Notifications tab.

  4. Select Close when you are finished.

Troubleshooting Topics


Audio

Q. 

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

A. 

You might be using your desk phone for phone calls. Make sure you use your computer for phone calls. That is to say, you see in the RTX main panel. If you are using your desk phone for phone calls, you use Cisco Unified Communications for RTX to control your desk phone to make phone calls. You talk to your contacts using your desk phone.

Q. 

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

A. 

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

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:


  1. Place a video call.

  2. Select the down arrow in in the conversations window.

  3. Select Connection Statistics.

  4. Select the Video Statistics tab.

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

    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. Select or in the status bar.

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

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

Confirmation Messages

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:


  1. Select or in the status bar.

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

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.


  1. Select or in the status bar.

  2. Select Accounts, then enter the username and password under the Meetings group title.

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. 

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

A. 

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

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 in the title bar, then select Sign In to Cisco UC to sign in to Cisco Unified Communications for RTX.



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