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Cisco Unified Personal Communicator

Frequently Asked Questions: Cisco Unified Personal Communicator 8.0

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FAQs


Frequently Asked Questions

FAQs


Q. 

What is Cisco Unified Personal Communicator 8.0?

A. 

Cisco Unified Personal Communicator is a multi-media application that provides instant access from your desktop to integrated audio calls, enterprise instant messaging, visual voicemail, your corporate directory, video, and web conferencing. Cisco Unified Personal Communicator delivers an intuitive user interface, wide-band audio, and high-definition video.

Basics


Q. 

What information is required to sign in?

A. 

The deployment method your system administrator uses determines the required sign in information. At a minimum, you need a username and password. You may also need to enter the appropriate server name on the sign-in screen. Contact your system administrator for assistance.

Q. 

I don't see all the features in my version of Cisco Unified Personal Communicator. How do I access them?

A. 

Your organization determines the available feature set (video, visual voicemail, web conferencing and so on). Many features and their respective settings must be configured by your system administrator before you can access them. If features are not configured, they are not displayed in Cisco Unified Personal Communicator.

Q. 

Do I need to enter any additional credentials to use Cisco Unified Personal Communicator?

A. 

By default, the application attempts to use your sign-in credentials for all Unified Communication services. You may need to enter additional information. If voicemail, web conferencing or your corporate directory are unavailable, select Help > Show Server Health. Check each server for a Credentials are missing a required username error. If the error is displayed, use the Accounts page to enter the correct credentials for those services. If you do not know your username and password, contact your system administrator.


  1. Click File>Options>Accounts on the main window.

  2. Enter your username and passwords.

  3. Click Apply before navigating to another window or click OK to exit.

Q. 

What features do the icons on the main window access?

A. 

After you sign in, the main window is displayed. The icons on the main window provide easy access to a number of features.

Icon Description
Conversation History

View conversation history- Displays all chats, calls and voicemails. You can view or listen in any order, plus sort events using multiple filtering options. You can also respond to missed conversations by right-clicking the event and choosing a communication method.

keypad

Make new call - Allows you to place a call using the keypad (or your computer keyboard).

Add a Contact

Add contact - Allows you to search through your corporate directory and recent contacts to find a name to add to your contact list. You can also create a new contact by directly entering information.

Q. 

How do I set up my privacy options?

A. 

Privacy options control who can see your status and send you messages. You can set a general policy independently for:


  • Everyone in my company

  • All others

You can also set exceptions within the general policy, allowing specific people or domains (for example cisco.com) to contact you or be blocked. To set privacy options:


  1. Select File>Options>Privacy.

  2. Select Allow or Block for the two groups: Everyone in your company and All others.

  3. Click Exceptions to add people or domains that are not part of your general privacy policy. For example, if you select Block for All others, you can add an individual user account that is not part of that rule.

Q. 

How do I set up my headset or another audio device?

A. 

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


  • Install Cisco Unified Personal Communicator.

  • Start to use an audio device with Cisco Unified Personal Communicator that is not the currently used device.

To set up your headset or other audio device:


  1. Plug in your headset or other audio device to the appropriate USB port.

  2. Wait for your operating system to recognize the audio device.

  3. Select File>Options>Audio.

  4. Select your audio device from drop-down list. You can also set the volume of the device if required.

Q. 

How do I set up my camera?

A. 

Plug your compatible camera into the appropriate USB port.


  1. Wait for your operating system to recognize the camera.

  2. Select File>Options>Video.

  3. Select the camera name from the Camera drop-down list.

  4. Select the appropriate settings in Adjusting Video. You can select the level of video quality as it relates to available bandwidth.

Q. 

How do I turn on video for all my audio calls and make that my default setting?

A. 

You can place and receive video calls at any time or make that your default setting.


  1. Select File>Options>Video.

  2. Verify your camera name is selected in the Camera drop-down list.

  3. Check Show my video automatically.

  4. Click Apply before navigating to another window.

  5. Click OK.

Q. 

How do I optimize my video quality?

A. 

You can adjust your camera settings to accommodate your connection and optimize your video quality. Your connection to the network directly impacts video quality. For example, if your computer is wired into the network in your office, you may have higher bandwidth. If you are accessing the system from a wireless location, your bandwidth may be lower. If you are experiencing video quality issues, such as choppiness or frozen images, lowering your bandwidth consumption can help achieve a smoother video experience, but lower the resolution.


  1. Plug your camera into the appropriate USB port.

  2. Select File>Options>Video.

  3. Verify the camera name from the Camera drop-down list is correct.

  4. Select the appropriate settings in Adjusting Video. Use the slider to select the level of video quality as it relates to available bandwidth.


    Note


    The Optimize video quality for your computer checkbox is selected by default. When checked, the video quality is automatically set at a level appropriate for the computer and will not exceed that level. When unchecked, no limits are placed on video quality at the outset of a call. This can result in higher resolution video, but can also severely impact computer performance and affect other running applications.


Availability


Q. 

What is availability?

A. 

Availability is status information that lets you know if your contacts are on the phone, in a meeting, or have stepped away from their desk. Scan the icons beside a contact or the custom status message listed with a contact name to quickly determine status.

Availability status can help reduce communication delays by allowing you to connect with colleagues based on their desktop, mobile, telephony, and calendar information. Remember, even if contacts are offline, you can still place a call or send an instant message that they will receive the next time they login.

Q. 

How do I change my status?

A. 

You can manually change your status and it can change automatically if you’re on the phone, in a meeting, or have stepped away from your desk. You can also turn off the automatic status, using File>Options>Status.


Note


You can add your own status by creating a custom message.

To manually change your status:


  1. Click the drop-down list under your name at the top of the main window.

  2. Choose from a list of default status selections and/or select a color for your own custom status text:

Icon Description
Available

Available - Indicates you are available to contact.

Unavailable

Away/Busy - Displayed when you’ve been idle for 15 minutes. This could indicate you’re away from your desk, in a meeting or on the phone. You can also manually set this as your status.

Do Not Disturb

Do Not Disturb - Indicates that you do not want to be contacted. You can suppress contact altogether by setting a status option for Do not disturb using File>Options>Status.

Offline

Offline - Receive offline messages when you sign in again. Messages received while offline are also included in the missed event counter along with missed calls and voice messages.

Out of office - Displays an optional custom message if you are planning to be offline for an extended period. When you select this status, and click OK, the application shuts down.

Q. 

I’ve had my status set to Do Not Disturb; can I see who has tried to contact me?

A. 

The status Do Not Disturb has two modes. The default behavior indicates to contacts that you do not want to be contacted. You can also prevent the receipt of invites or notifications of new calls or messages by setting the Do Not Disturb status using File>Options>Status. If you have set this option, the missed event counter on the main window is incremented to notify you of missed communications. The Cisco Unified Personal Communicator system tray icon also displays a missed event counter.

Click the View conversation history icon to view missed communications and invitations.

Q. 

How long does it take before the Away status displays?

A. 

By default, your status changes after 15 minutes of computer inactivity. You can deactivate the automatic status change or change this value using the away timer under status options.

To change the away timer value:


  1. Select File>Options from the main window.

  2. Select Status. By default the away timer is activated by the check box selection.


    Note


    If you deselect the check box, your Available status is not changed by inactivity, but other events can still change it such as picking up the phone or being in a meeting.
  3. Use the arrows or enter a value to change the timer value. The away timer accepts values from 1 to 90 minutes.

Q. 

How do I create and delete custom status messages?

A. 

Custom status messages allow you to provide people with additional information about your availability. You can create up to 20 custom status messages.

To create a custom status message:


  1. Click the drop-down list below your name in the main window.

  2. Scroll to the bottom of the list and select Edit status menu. The Edit Status Message window is displayed.

  3. Enter a message to display. The maximum number of characters is 140.

  4. Choose a status icon to associate with your custom message.

  5. Click Add. The new message is displayed in the list of custom messages.

  6. Click Close. The new custom status is displayed.

To delete a custom status message:


  1. Click the drop-down list below your name in the top section of the main window.

  2. Scroll to the bottom of the list and select Edit status menu. The Edit Status Message window is displayed.

  3. Select the message to delete. You can choose more than one.

  4. Right-click and choose Remove.

Q. 

Can I choose if contacts can see that I am on the phone or in a meeting?

A. 

By default, Cisco Unified Personal Communicator automatically determines the availability status of each person. It detects when a person is signed into the application or on the phone. Your system administrator can also integrate your Microsoft Outlook calendar to show you are in a meeting. You can choose if you display your phone and meeting status by setting an option.

To set a option to display your phone and meeting status:


  1. Select File>Options from the main window.

  2. Select Status. By default your phone and meeting status are activated by the checkbox selection.


    • When checked, the phone status (on the phone) is displayed as part of your availability information. When unchecked, phone status is not shown to others.

    • When checked, the In a meeting status is displayed as part of your availability information when your Microsoft Outlook calendar shows a meeting in progress or is busy. When unchecked, in meeting status is not shown to others.

Contacts


Q. 

How do I create a contact?

A. 

You can add contacts that are in your internal corporate directory. You can create contacts for people outside your corporate directory, such as external contacts.

To add a contact from your corporate directory:


  1. Click the Add contact icon on the main window.

  2. Enter a name or a user ID in the Search field on the main window.


    Note


    You can also enter a phone number in the Search field to locate a contact.


  3. Click Search to display results from your corporate directory.

  4. Select the value in the Search Results.

  5. Click Add. You can also select the group to add your new contact to.


    Tip


    Click the X in the Search field to clear the list of results.

To create a contact for an external contact:


  1. Click the Add contact icon on the main window.

  2. Click Create New Contact.

  3. Enter contact information. At a minimum, you must enter: first name, last name, or nickname, and either a phone number or an IM address. You must enter an IM Address to exchange chat messages and status. This is usually the email address of your contact.

  4. Optionally, click Add photo. Cisco Unified Personal Communicator supports JPEG, GIF and BMP format. The picture is only displayed on your contact list and not shown to other users.

  5. Browse for the image.

  6. Click Open.

  7. Click Add.


Note


If you added a contact from your corporate directory, a phone number is automatically added to their contact profile. If you added a contact from outside the company, such as a personal contact, you must enter a phone number in their contact information to place an audio call.


Q. 

On the contact card, how do the communication buttons work?

A. 

These buttons allow you to make a call, send an email, start a meeting or chat with your contact. Multiple phones may be listed. Pressing the phone icon makes a call to the contact’s phone number. If available, this may be a desk phone, a mobile phone or another designated number. If available, press the Meeting icon to create and launch a meeting.

You can also click the Edit Contact icon to revise or add information for your contact.

Q. 

Can I hide the pictures in my contact list?

A. 

You can toggle pictures on and off from the View menu. If your contact list is long, you can save space by turning off the pictures.

This is a global setting. If you choose to not display pictures in your contact list, they are not displayed anywhere.

Q. 

I’ve renamed one of my contacts to a nickname, will Search be able to find them?

A. 

Search can find renamed contacts in your list. You can also locate contacts by entering a phone number or even a partial name into the search field.

Q. 

How can I organize my contacts?

A. 

You can create groups to better organize your contacts. You can also assign groups when you create or add contacts. By default, contacts are displayed alphabetically by name. You can also choose to list them by status.


Note


The groups are displayed alphabetically in your contact list.



  1. Select select Contact>Create New Group.

  2. Enter a name in the Create Group field.

  3. Click Create. The group name is added to the contact list. You can right-click the name if you want to change it.

  4. Drag your contacts into the group.

Delete a group by right-clicking the name and selecting Remove. This removes the group. This does not delete your actual contacts and they continue to display in your main contact list.

Q. 

Can my contacts appear in more than one group?

A. 

Contacts may appear in multiple groups.


  1. Select a contact name.

  2. Right-click and select Copy to group.

  3. Select the group name.

Q. 

Can I send an email to someone on my contact list?

A. 

Hover your cursor over the contact name. The contact card is displayed. Click the email icon to launch Microsoft Outlook with the To field populated with the email address. This information is derived from the corporate directory.

Chat


Q. 

How do I start a chat?

A. 

You can start a chat with someone in your contact list or search for them in your corporate directory.

To start a chat with people on your contact list:


  1. Select the name and double-click.

To start a chat with someone who is not on your contact list:


  1. Enter a name or user ID in the Search field on the main window. Cisco Unified Personal Communicator searches your contact list and recent conversations first.

  2. If you didn’t find the name as a recent contact, click Search Directory to continue to search in your corporate directory.

  3. Select the contact name in the Search Results, double-click and start your chat.


Tip


To chat with someone who is not in your corporate directory, you must first create the contact and add them to your list.


Q. 

How do I start a chat from Microsoft Outlook?

A. 

You can start a chat with a contact from within Microsoft Outlook by right-clicking on the contact in an email and selecting Reply with Instant Message.

Q. 

How do I turn off the sounds that alert me when I receive a chat request?

A. 

By default, chat alert sounds are turned on for those events that support sounds. You can choose when and how to play the chat alert sounds by making changes in the Alert Options. You can globally set your preference for all chat sounds or you can set the behavior individually per event. Please note these options do not affect the ringing sound that plays when you receive a phone call.

To globally deactivate sounds for chat events:

All chat alert sounds are turned on by default.


  1. Select File> Options>Alerts.

  2. Uncheck Play sounds for all chat alerts.


Note


The Play sound checkbox under the chat event drop-down menu remains selected, but is grayed out and deactivated.


To individually deactivate sounds for specific chat events:


  1. Select File>Options>Alerts.

  2. Select the chat event: Receive first chat, Receive any chat, and Send chat.

  3. Uncheck Play sound.

  4. Click Apply.

  5. Repeat steps two, three, and four for each chat event you want to set.


Note


You can also deactivate the flashing in your task bar using the Flash in window task bar checkbox.


Q. 

What features do the icons on the active conversation window access?

A. 

The icons on the active chat window allow you to add audio, video, and a web conference to your conversation.

Icons Description
Voice Call

Call - Initiates an audio call. If you are chatting with multiple people, this initiates a conference call.

Video Call

Call with video - Initiates a video call. If you are chatting with multiple people, this initiates a conference call with video.

Start Meeting

Start meeting - Launches a browser for a web conference. A link is displayed in the active chat window for other participants.

Conversation History

View conversation history - Displays chats, calls and voice messages. You can view or listen in any order, plus sort events using multiple filtering options.

Add Participant
Add participants - Allows you to search your company directory and add people not already on your contact list to your chat.
Tip   

You can also drag a name from your contact list onto your active chat window to add them to your chat.

Format Chat

Format text - Allows you to select a font, type size and color.

Mark Message Urgent

Mark urgent - Displays your message with your name and an exclamation point in red.

Emoticons

Insert emoticon - Select from a palette of smileys.

Q. 

How do I know I’ve missed a chat request?

A. 

On the main window, and in the active chat window the View conversation history icon displays a missed event counter. If you missed a conversation, a number is displayed in red on top of the View conversation history icon. This value indicates the total number of missed conversations including missed chats, missed calls, and voice messages. By hovering your cursor over the number you can see a breakdown of the missed events, for example: 5 missed chats, 2 voice messages, 2 missed calls.

The Conversation History lists all missed chats.


  1. Click the View conversation history icon.

  2. Click the Chats tab in the Conversation History window.

  3. If required, filter the history by time frame, such as yesterday, or disposition such as missed or urgent.

  4. Right-click the missed chat to respond and send an instant message.


Tip


When you right-click the missed chat, you can initiate a chat, place an audio or video call, or start a web meeting with that person. You can also view their contact card where you can access all preferred communication methods by clicking the icons displayed on the contact card.


Q. 

How do I block someone from starting a chat with me?

A. 

Privacy options control who can send you a message. You can set a general policy to block a group of users such as anyone outside of your company or you can indicate specific people. To block a single person:


  1. Select File>Options>Privacy.
  2. Click Exceptions.

  3. Enter the IM address of the person to block.

  4. Click Add.

  5. Click OK.

Q. 

If contacts are showing as offline, can I still send an instant message?

A. 

Yes and they will receive the message when they sign in again. Messages received while offline are included in the missed event counter along with missed calls and voice messages.

Q. 

Can I change the format of my chat? Are there emoticons?

A. 

In the conversation window, you can choose from a variety of fonts, colors, and emoticons to apply to your chat conversation. You can also set a global format option for all of your chat messages whether they are incoming or outgoing.


  1. Select File>Options>Chats.

  2. Click Set Font to choose a font for messages. You can select a size, color and typeface.

  3. Click Apply before navigating to other windows.

  4. Click OK to exit.

Q. 

How do I customize the layout of the chat window?

A. 

You can determine the tab orientation of the active conversation window or you can have the windows launch separately.


  1. Select File>Options>Chats.

  2. Select the location of your tabs under the heading Chat window layout. The default is to display tabs on the left of the conversation window.

  3. Optionally, select Open chats in separate windows.


    Tip


    If you have multiple chats active, you can drag a chat out into a separate window. Click and drag the tab to a location on your desktop. Right-click the tab and select Re-dock tab to move the tab back into the single conversation window.


  4. Click Apply before navigating to other windows.

  5. Click OK to exit.

Q. 

How can I view the text for a previous chat?

A. 

All instant messages are stored locally and displayed when you open a chat with the same person.

You can see up to the last 99 IMs with a contact by scrolling up in the chat window.

To view a chat history prior to the last 99 messages click the View conversation history icon from either the main window or the chat window.


  1. Click the View conversation history icon. If you have missed conversations, a number is displayed on the icon. The tooltip displays the types of missed communications.

  2. Click the Chats tab in the Conversation History window. Missed chats and previous chats are displayed.

  3. If required, filter the chat history by time frame, such as yesterday, or disposition such as missed or urgent.

  4. Right-click the message to access a number of functions, including, Send an Instant Message, if you want to resume your chat.

Group Chat


Q. 

What’s a group chat?

A. 

Chat supports both person to person and group chat sessions. Three or more people constitute a group chat. This type of chat continues to exist in Cisco Unified Personal Communicator when at least one person is in the chat window. When all participants leave, the group chat ends. Missed group chat invitations are shown as missed events and displayed in the Conversation History.

Q. 

How do I start a group chat?

A. 

The most efficient way to start a group chat is to select multiple contacts, right-click and select Start Group Chat.


Note


You can click a group name in your contact list, click Chat and everyone in the group is invited to a group chat.


Q. 

How do I add someone into a group chat?

A. 

You can drag a name from your contact list into the active chat window. You can also click the Add participant icon to search for a name in your corporate directory.

Q. 

What’s a chat room?

A. 

A chat room is a persistent or permanent container for a group chat. Chat rooms do not require you or other users to be in an active chat for them to exist. All historical room activity is preserved and available when anyone joins the chat room. This allows conversations, file links, and other information to persist over time.

Q. 

How do I create a chat room?

A. 

Once you create a chat room, it is displayed in your contact list under a Chat Rooms group. The Chat Rooms group is displayed as the last group at the bottom of the contact list. The name is not editable.


  1. Select File>New Chat Room.

  2. Enter a Room Name and an optional Subject. You cannot edit the chat room name once created.

  3. Decide if participants can invite others to the chat or if you want to retain control of the invitees.

  4. Click the Add participants icon to search your company directory and add people not already on your contact list. You can send an invitation to join the chat room.


    Note


    The chat room creator or other members (if the room is setup to allow that activity) must explicitly invite participants.


  5. Click Invite. This name will be displayed at the bottom of your contact list under a new group heading Chat Rooms. A notification is sent to all participants.

Q. 

Can I join a group chat or a chat room started by an external contact?

A. 

An external contact from another domain can invite you to participate in a group chat or join a chat room. It is important to understand that a chat room outside your company domain may have different capabilities and privacy settings. Any information you share is public.

Q. 

What’s the difference between deleting and removing a chat room?

A. 

Only owners can delete a chat room, but participants can remove the room from their contact list. Once a participant removes a chat room, they must be invited by the creator to rejoin.

Q. 

I’ve closed the chat room I created, how do I access it again?

A. 

Once you create a chat room, it is displayed in your contact list under a Chat Rooms group. The Chat Rooms group always appears as the last group at the bottom of the contact list. Double-click the name to join the room.

If you remove a chat room from your contact list, you must be invited by the creator to access the room and rejoin the conversation.

Q. 

Can I delete a participant from a chat room?

A. 

Owners can delete existing chat room participants by selecting names in the participant list, right-clicking and choosing Delete. Those users are sent a notification.

Calls


Q. 

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

A. 

Cisco Unified Personal Communicator can use your computer as a phone (including the use of microphone, speakers and/or USB headset) or it can control your Cisco Unified IP phone to make and receive phone calls. (The audio is received through your desk phone.)

When used in desk phone control mode, some functions are not available on your computer. The following features cannot be used from the application and must be done from the desk phone controls:


  • Transfer a call to your mobile phone, or to another of your phones.

  • Mute your microphone

  • Adjust the volume at which you receive audio

Q. 

How do I place a call?

A. 

There are a number of ways to place a call. The most direct way is to click the phone icon beside the contact name to quickly call the preferred number.

To call a contact in your list:


  1. Right-click a contact name and select Call or Call with Video to include video to your audio call.


Note


If you add your contact from your corporate directory, a phone number is automatically added to their profile. If you added a contact from outside your company, such as a personal contact, you must enter a phone number in their contact information for this feature to operate.


To call a specific number:


  1. Enter the number into the Search field.

  2. Click Call or you can press Enter on your keyboard.

To search for a contact in your corporate directory and place a call:


  1. Enter a name in the Search field. The Directory Search window is displayed.

  2. Click the phone icon to place the call.

Q. 

Can you describe the icons on the active conversation window?

A. 

The icons on the active conversation window provide access to your calling features.

Icon Description
End Call

End call: Ends the active call. You can also close the conversation window. If you want to end a call that is on hold, you must resume the call before you can end the call.

Volume

Volume: Adjusts the active call volume.

Audio Mute

Audio mute: Switches on audio mute mode for the active call.

Video Mute

Video mute: Pauses the sending of your video to other call participants until you unmute it.

Keypad

Keypad: Opens a keypad that you can use to enter digits. Use this pad to enter tones into an active call for things like PINs, passwords, or voice menu navigation. It cannot be used to place a call. You must use the keypad on the main window to place a call.

Hold and Call Feature Menu

Hold and call feature menu: Places the active call on hold and offers a drop down menu for call functions such as Transfer, Park, Start a Meeting and Conference with.

Q. 

How do I add in another person from my corporate directory to my active call?

A. 


  1. On the Active Conversation window, click the Hold and call feature menu.

  2. Select Conference with>Contact. The Add Participants window is displayed.

  3. Enter a contact name or a phone number.

  4. Click Search.

  5. Select the name in the search results and use the arrow to move it to the Selected Participants column.

  6. Click Add.


Note


You can also drag and drop a person from your contact list to add them to your active call.


Q. 

When I call a contact which number is used?

A. 

If the contact has more than one number listed in the corporate directory, Cisco Unified Personal Communicator tries to call the contact’s preferred number. If a preferred number is not indicated for a particular phone, the application calls the next specified number in the following order:


  1. Work

  2. Mobile

  3. Other

  4. Home

Q. 

How do I answer a call?

A. 

When you receive a call, a notification window is displayed on your desktop, and you can click one of the following options:


  • Answer with audio and video.

  • Answer with audio only.

  • Divert the call to your voice message service.

Q. 

Does my active call window always have to be on top of my other applications?

A. 

The default setting places all audio and video call conversation windows on top of other applications. Deselect this option from View> Calls Always on Top.

Q. 

How do I start a conference call?

A. 

Select the contacts to include in the conference call in your contact list.

Do one of the following:


  • Audio call: Right-click the contacts, then select Start Conference Call

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

The Active Conference Call window is displayed with the contacts you selected. For each contact, click the drop down attached to the Call button to select a number. All numbers for the contact are displayed. A mark is displayed next to the number you will call. Click the Call button to make the call.

Q. 

How do I add someone 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.


  1. Select Conference with>Contact. The Add Participants window is displayed.

  2. Enter a contact name or a phone number.

  3. Click Search.

  4. Select the name in the search results and use the arrow to move it to the Selected Participants column.

  5. Click Add.


Note


You can also drag and drop a person from your contact list to add them to your active call.


Q. 

How do I put someone on hold?

A. 

While on a call, hover your cursor over the on the phone icon in the Active Conversation window. The icon changes to the Hold icon.


Note


You cannot end a call on hold. You must first resume the call and then end it.


Q. 

How do I see my missed calls?

A. 

The Conversation History lists all calls, missed and received.


Note


Calls missed when you are not logged into the application do not display in the Conversation History.



  1. Click the View conversation history icon.

    If you have missed conversations, a number is displayed on the icon. You can roll over the icon to see if you’ve missed a call or have a voice message. The tooltip displays the types of missed conversations.

  2. Click the Calls tab in the Conversation History window. If required, filter the history by time frame, such as yesterday, or disposition such as missed or urgent.

  3. Right-click the message to access a number of functions, including, Place a Call or Place a Call with Video, if you want to return the missed call.

Q. 

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

A. 

On the bottom of the main window is a checkbox. The checkbox states Use my phone name for my audio. Check the box to send audio through your desk phone. Uncheck the box to send audio through your computer.

Q. 

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

A. 

No. The phone features are unavailable during the process of switching from your computer to your desk phone, or from your desk phone to your computer.

Q. 

I have more than one phone type, is there a way to select the phone I want?

A. 

The number of your Cisco IP phone is shown on the main window beside the checkbox. This number is displayed in blue. Click the number to display the Select Phone Device dialog. You can choose any phone associated with your user ID.

Calls from Applications


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. Right-click, then select Call.

    Alternatively, select Call with Edit to edit the phone number and then 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.

Q. 

How do I place a video call from an application?

A. 

You can place a video call to 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. Right-click, then select Call with Edit. Check Send video with call, then select OK.

  • From a contact in an application: Right-click the contact, then select Additional Actions >Call with Edit. Check Send video with call, then select OK.

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. Please refer to the Cisco Unified Personal Communicator release notes for the versions supported.

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 Unified Personal Communicator. Ask your administrator if this feature is available with your version.

Transferring, Parking and Forwarding Calls


Q. 

How do I transfer a call to someone?

A. 


  1. Select the down arrow in the Active Conversation window.

  2. Select Transfer To>Contact, then use the Transfer Call dialog box to search for the contact. You can also manually enter the number.

  3. Select the contact, then click Transfer.

Q. 

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

A. 

You can only switch calls to other phones that are configured as remote destinations. For example, you can specify your mobile phone as your remote destination. A phone that you specify as your remote destination is called automatically when your phone receives a call.

Remote destinations are configured in Cisco Unified Communications Manager. To switch a call to a remote destination, you must have your Cisco Unified Personal Communicator set to use your computer for phone calls. You can also switch a call to a remote destination in desk phone mode using the desk phone controls.

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

Q. 

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

A. 

You can only switch calls to other phones that are configured as your remote destinations in Cisco Unified Communications Manager. If you are working desk phone mode, you must use the controls on your Cisco Unified IP Phone.


  1. Select the down arrow in the Active Conversation window.

  2. Select Transfer To>Remote Destination.

Q. 

How do I park a call?

A. 

When you park a call, it is put on hold, and the system provides a number that you can dial from another phone to continue the call.


  1. Select the down arrow in the Active Conversation window.

  2. Select Park Call from the menu.

Q. 

How do I retrieve a parked call?

A. 

When you park a call, it is put on hold, and the system provides you with a number that you can dial from another phone to continue the call. The number is displayed in the conversation window when you park the call. Make a note of the number.

If you park a call on your desk phone when the Cisco Unified Personal Communicator is set to use your desk phone for phone calls, the retrieval number is displayed on the desk phone screen. Call the number from the phone on which you want to continue the call.

Q. 

How do I forward my calls?

A. 

You can configure the Cisco Unified Personal Communicator 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 forward your calls:


  1. Select File>Options>Calls.

  2. Under the heading Call Forwarding, select one of the following phones to forward your calls to:


  • 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 list box.

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

Voicemail


Q. 

How do I know if I have new voice messages?

A. 

On the main window, the View conversation history icon has a missed event counter. If you missed a conversation, a number is displayed in red on top of the View conversation history icon. This value indicates the total number of missed conversations including missed calls, missed chats and voice messages. By hovering your cursor over the number you can see a list of the missed events, for example: 5 missed chats, 2 voice messages, 2 missed calls. This missed event counter is also displayed on the Cisco Unified Personal Communicator icon in your system tray.

Contact your system administrator if voicemail is unavailable. Some features are only available with certain configurations of Cisco Unified Personal Communicator.

Q. 

How do I listen to my voice messages?

A. 

Click the View conversation history icon to access your voice messages. Select the voice messages tab to view your visual voicemail. You can listen to your voice messages in either of the following ways:


  • Visual voicemail: Opens a window that 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: Click 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. 

What other tasks can I do in visual voicemail?

A. 

Visual voicemail is a visual representation of your voice messages. The Conversation History 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:


  • Mark a message as new: Right-click the message, then select Mark as Unread 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 today’s 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: Click 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.

  • 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 from the pop-up menu.

  • 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 Unified Personal Communicator is set up, you might not be able to restore a deleted message, or delete a message permanently.

Q. 

What if my voice messages tab is empty?

A. 

This can indicate that Cisco Unified Personal Communicator does not have your correct Cisco Unity credentials. By default, the application attempts to use your username and password for all Unified Communication services. If any of them fail, use the Accounts page to enter the correct credentials for those services.


  1. Select File>Options>Accounts.

  2. Enter your Cisco Unity username and password under the Voicemail heading.

  3. Select OK.

Web Meetings


Q. 

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

A. 


  • A web meeting enables you to talk to and share documents with other people. A web meeting can include a shared visual space, displayed in a browser, where you can share documents, applications, or your desktop with people. It can also include video of you and the other participants.

  • A conference call is an audio call in which you can speak to two or more other people. It does not include a shared visual space. It can include video.

Q. 

How do I start a web meeting?

A. 

You can start a web meeting with people on your contact list; or you can add one to an audio call or a chat you are having.


  1. Select one or more contacts from your contact list.

  2. Right-click and select Start a Meeting. Your browser is launched and a meeting is started with you as the host.

  3. For your contacts, a link is displayed in the chat window. This link takes the contact to a browser where the virtual meeting room is available to join.

Q. 

How do I join a web meeting?

A. 

When you are invited to a web meeting, you receive an instant message in Cisco Unified Personal Communicator. The instant message contains a URL to join the meeting, and a password if required.

To join the meeting, click the URL you receive in the chat window to launch your default browser. If you initiate the meeting, the system starts the meeting automatically and adds you to the web meeting.

Troubleshooting


Q. 

My system administrator has asked for my call statistics - where do I find them?

A. 

When you’re using your computer for phone calls, you can view statistics about how audio and video traffic is being sent and received for an in-progress call.
  1. Select Help>Show Call Statistics.

  2. Click the tabs for audio and video related statistics.

Q. 

One of my features isn’t working. What should I do?

A. 

You can start by checking your connection status. You can view the status of servers included in your Cisco UC system. For example, if you can’t access your voice messages, you can check the status of your voicemail servers.


  1. Select Help>Show Server Health.

  2. Click the Server Status tab. You can collapse and expand the server categories.

Q. 

What's a problem report and how do I create one?

A. 

If you encounter a problem with the Cisco Unified Personal Communicator, 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. Ask your system administrator if they want you to enable detailed logging prior to creating the problem report. Enable Detailed Logging is also available from the Help menu.


  1. Select Help>Create Problem Report.

  2. Click the checkbox to agree to the privacy agreement.

  3. Optionally enter detailed information into the Problem description field.

  4. Click Create Report. A copy of the report is saved to your desktop.


Note


If you are not logged into Cisco Unified Personal Communicator, you can still create a problem report. Access the tool from outside the application by selecting Start>All Programs>Cisco Unified Personal Communicator 8>Create Problem Report.




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