Avaya IP Office 2050 User Manual Download Page 122

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Troubleshooting the Avaya 2050 IP Softphone

122

The following message appears:”Service Denied. Reason XXXX “.

Description:

You are not authorized to use the communication server.

Potential causes:

•

Invalid HardwareID in the Hardware ID dialog box (see

“Hardware ID”

on page 90

)

•

Invalid communication server configuration

Action:

•

Ensure that your communication server programming is correct.

•

Contact your system administrator.

Audio problems

This following sections describe Audio problems:

•

“Basic audio operation” on page 122

•

“One-way audio” on page 122

•

“Broken or choppy speech” on page 123

•

“Windows sound plays from the headset” on page 124

•

“Advanced audio problems due to network performance” on page 125

Basic audio operation

To verify the physical connection of the USB adapter and headset, as well
as proper Windows audio configuration:

Record an audio message.

Play the message back using the USB headset.

One-way audio

If you experience problems with one-way only audio:

•

Check that your system administrator has programmed the handsfree
option on the communication server.

Summary of Contents for IP Office 2050

Page 1: ...Avaya 2050 IP Softphone User Guide Avaya Communication Server 1000 Document Status Standard Document Version 05 05 Part Code NN43119 101 Date April 2012 ...

Page 2: ...RIZING OTHERS TO DO SO YOU ON BEHALF OF YOURSELF AND THE ENTITY FOR WHOM YOU ARE INSTALLING DOWNLOADING OR USING THE SOFTWARE HEREINAFTER REFERRED TO INTERCHANGEABLY AS YOU AND END USER AGREE TO THESE TERMS AND CONDITIONS AND CREATE A BINDING CONTRACT BETWEEN YOU AND AVAYA INC OR THE APPLICABLE AVAYA AFFILIATE AVAYA Copyright Except where expressly stated otherwise no use should be made of the Doc...

Page 3: ...st 2011 Standard 05 03 This document is up issued to support Communication Server Release 7 5 June 2011 Standard 05 02 This document is up issued to support Avaya 2050 Softphone Release 4 0 October 2010 Standard 05 01 This document is up issued to support Avaya 2050 Softphone Release 4 0 June 2010 Standard 04 01 This document is up issued to support Communication Server Release 7 0 June 2009 Stand...

Page 4: ...Reset button in the Profiles section December 2007 Standard 02 01 This document is up issued to support IP Softphone 2050 Release 3 0 July 2007 Standard 01 02 This document is up issued to update Input Modes May 2007 Standard 01 01 This document is issued to support Communication Server 1000 Release 5 0 This document contains information previously contained in the following legacy document now re...

Page 5: ...munication Server 1000 Release 4 5 for the IP Softphone 2050 Version 2 August 2005 Standard 2 00 This document is up issued to support Nortel Communication Server 1000 Release 4 5 March 2005 Standard 1 00 This is the first issue of the document after removing MVC 2050 content ...

Page 6: ...6 ...

Page 7: ...ed to make restrictions that forbid anyone to deny you these rights or to ask you to surrender the rights These restrictions translate to certain responsibilities for you if you distribute copies of the software or if you modify it For example if you distribute copies of such a program whether gratis or for a fee you must give the recipients all the rights that you have You must make sure that the...

Page 8: ...ou may at your option offer warranty protection in exchange for a fee 2 You may modify your copy or copies of the Program or any portion of it thus forming a work based on the Program and copy and distribute such modifications or work under the terms of Section 1 above provided that you also meet all of these conditions a You must cause the modified files to carry prominent notices stating that yo...

Page 9: ...ernative is allowed only for noncommercial distributionand only if you received the program in object code or executable form with such an offer in accord with Subsection b above The source code for a work means the preferred form of the work for making modifications to it For an executable work complete source code means all the source code for all modules it contains plus any associated interfac...

Page 10: ... balance of the section is intended to apply and the section as a whole is intended to apply in other circumstances It is not the purpose of this section to induce you to infringe any patents or other property right claims or to contest validity of any such claims this section has the sole purpose of protecting the integrity of the free software distribution system which is implemented by public l...

Page 11: ...HE PROGRAM PROVE DEFECTIVE YOU ASSUME THE COST OF ALL NECESSARY SERVICING REPAIR OR CORRECTION 12 IN NO EVENT UNLESS REQUIRED BY APPLICABLE LAW OR AGREED TO IN WRITING WILL ANY COPYRIGHT HOLDER OR ANY OTHER PARTY WHO MAY MODIFY AND OR REDISTRIBUTE THE PROGRAM AS PERMITTED ABOVE BE LIABLE TO YOU FOR DAMAGES INCLUDING ANY GENERAL SPECIAL INCIDENTAL OR CONSEQUENTIAL DAMAGES ARISING OUT OF THE USE OR ...

Page 12: ... certain conditions type show c for details The hypothetical commands show w and show c should show the appropriate parts of the General Public License Of course the commands you use may be called something other than show w and show c they could even be mouse clicks or menu items whatever suits your program You should also get your employer if you work as a programmer or your school if any to sig...

Page 13: ...30 Avaya 2050 IP Softphone Directories 31 Local Directory 31 Avaya Communication Server 1000 Directory 32 Installing and setting up the Avaya 2050 IP Softphone 36 System requirements 36 Installing the Avaya 2050 IP Softphone 37 Managing contacts from the Local Directory 38 Adding contacts to a Local Directory 38 Editing contacts in the Local Directory 39 Deleting contacts from the Local Directory ...

Page 14: ... from the Redial List 52 Dialing from the Callers List 52 Managing Avaya 2050 IP Softphone calls 53 Making telephone calls 53 Answering telephone calls 54 Incoming Call Notification 54 Holding and retrieving telephone calls 55 Using Record On Demand key 55 Hanging up telephone calls 57 Support for TAPI applications 57 Viewing active status 58 Avaya 2050 IP Softphone Expansion Module 60 Using the E...

Page 15: ... menu 68 Customizing the Smart Functions menu 69 Custom Functions for Smart Functions menu 69 Avaya 2050 IP Softphone macros 72 Entering a macro 72 Deleting a macro 73 Playing a macro 73 Avaya 2050 IP Softphone menu commands 74 Call Control window menu command 74 Avaya 2050 IP Softphone Settings 78 Opening the Settings window 78 Using the Settings window 79 Profiles 80 Server 84 License Servers 86...

Page 16: ...lity Interface 103 Control groups 103 Accessibility Interface Menu 104 Navigating Control Groups and Menu Commands 104 Using hot keys 106 Limitations of Accessibility Interface 106 Configuring Avaya CS 1000 Directory user preferences 107 Choosing the language 107 Configuring the date and time 108 Enabling the Call Timer 108 Configuring Call Log options 109 Using Password Administration 112 Avaya 2...

Page 17: ...IP Softphone diagnostics 115 Troubleshooting the Avaya 2050 IP Softphone 117 Connectivity problems 117 Audio problems 122 Reset conditions 125 USB Headset problems 126 TAPI problems 129 Appendix A Quick reference 133 Index 139 ...

Page 18: ...18 ...

Page 19: ...P Softphone determines the features you can access such as Call Conference Call Transfer and Call Forward New features and support Avaya 2050 IP Softphone Release 4 3 introduces support for the following Windows Vista 64 bit See System requirements on page 36 Windows 7 64 bit See System requirements on page 36 Secure Call Recording See Audio on page 88 Features The Avaya 2050 IP Softphone supports...

Page 20: ...g from various windows and applications Support for TAPI Telephony Application Programming Interface Five specialized fixed keys Directory Inbox Message Shift Outbox Services Expand Dedicated call processing keys Hold Goodbye Answer Volume Mute Navigation Message Waiting User selected ringer that lets the PC speakers or the headset ring for incoming calls Choice of the following interfaces 1100 se...

Page 21: ...omponents The Avaya 2050 IP Softphone supports six main components Call Control window on page 21 Local Directory window on page 22 Settings window on page 22 System tray icon and menu on page 22 Expansion Module on page 22 i2050 exe application on page 22 Call Control window The Avaya 2050 IP Softphone Call Control window displays the line keys feature buttons and call display Use this window to ...

Page 22: ...Settings window see Avaya 2050 IP Softphone Settings on page 78 System tray icon and menu You can right click the Avaya 2050 IP Softphone system tray icon located at the right side of the Windows taskbar at the bottom of your screen to make and manage calls Expansion Module Use the Expansion Module EM to display the status of pre programmed lines for other IP Deskphones on the network For more inf...

Page 23: ... 2050 IP Softphone Call Control window 1 From your desktop PC select Start 2 Select Programs 3 Select Avaya Avaya 2050 IP Softphone Avaya 2050 IP Softphone Accessibility Interface To open the Avaya 2050 IP Softphone Accessibility Interface from the Call Control window 1 From your desktop PC select Start Programs Avaya Avaya 2050 IP Softphone Avaya 2050 IP Softphone The Call Control window appears ...

Page 24: ...res that let you make and manage telephone calls For information about the elements of the Call Control window see Table 1 on page 26 Figure 1 Call Control Window 1100 series theme Soft keys Mute Directory Inbox Messages Outbox Shift Quit Navigation arrows Display Release Hold Answer Expand Speaker Volume up Volume down Copy Services Line keys Line keys Dialpad ...

Page 25: ...d Indicators Menu Command options in the Accessibility Interface match those in the standard Call Control window High Contrast Mode is a Microsoft Windows feature that increases legibility for visibly impaired users by increasing screen contrast Activate this feature by navigating to Start Control Panel Accessibility Options Display and selecting the High Contrast checkbox For more information abo...

Page 26: ...h as Transfer for connecting calls to other people Conference for group calls and so on To select a feature click one of the four available soft labelled soft keys and then follow the instructions on the display Available soft key features vary depending on Your current task the features available at any time depend on your current call activity Server support Avaya 2050 IP Softphone functionality...

Page 27: ...ystem administrator Contact your system administrator to determine if your Mute key is enabled If Mute key is enabled click the Mute key to mute the headset and listen to the receiving party without transmitting Click the Mute key again to return to two way conversation Note If Mute key is not enabled clicking the Mute key places the call on hold Click the Mute key again to restore the active call...

Page 28: ... mouse pointer to click the numbers you want to enter Directory To access Avaya CS 1000 Directory features Depending on how the system administrator sets up this service use this button to access Personal Directory or other server based directory services You can use CS 1000 Directory features to place a call The call is placed on your prime line unless you select a different line Services To acce...

Page 29: ...to access Buttons Menu or Select Fields Accessibility Interface only 4 From the Items list select the feature to which you want to assign a hot key 5 Under Press a new shortcut key enter the key combination Alt Ctrl V for example that you want as your hot key 6 Click Assign Note If the key combination is already taken the previously assigned feature appears in the Shortcut Key Currently Used By te...

Page 30: ...2 Select Hot Keys 3 Choose the feature group that you want to access Buttons Menu or Fields Accessibility Interface only 4 From the Items list select the feature from which you want to remove a hot key 5 Click Remove System tray icon and menu Use the Avaya 2050 IP Softphone system tray icon menu to manage phone calls and messages without opening the Call Control window To access the menu right cli...

Page 31: ... use the Local Directory to Link to external directories such as Outlook Act and LDAP Dial from external directories Save contacts locally to your computer Filter long directories so they are easier to use Note Do not confuse the Avaya 2050 IP Softphone Local Directory with the Avaya Communication Server 1000 Directory accessible by clicking Directory on the toolbar The Shortcut Bar on the left si...

Page 32: ...ol window the CS 1000 Directory supports the following features Personal Directory Redial List Callers List Note Redial List and Callers List are Call Log features The system generates the content of the Redial List and the Callers List during call processing You can delete individual entries or the entire directory in the Redial List and the Callers List but you cannot add an entry or permanently...

Page 33: ...lay If you press the up navigation key older items in the list display The following list describes the contents of a Callers List entry Last name 24 characters First name 24 characters DN 31 characters Time date Number of calls Note If the caller name is not defined then only the telephone number is displayed Redial List The Redial List can contain up to 20 entries When the list is full the syste...

Page 34: ...m from the following list Personal Directory Callers List Redial List Password Administration The Personal Directory Redial List and Callers List features have a one minute time out control period If the application rests idle for one minute during any of the operations the directory feature closes and your Avaya 2050 IP Softphone returns to the idle state For information about managing contacts o...

Page 35: ...g the Application Server Administration feature your system administrator can Back up and restore the database Manage user profiles For information about setting user preferences for CS 1000 Directory features see Configuring Avaya CS 1000 Directory user preferences on page 107 ...

Page 36: ...r higher resolution monitor 16 bit color Universal Serial Bus USB port version 1 1 or 2 0 Supported operating systems To use the Avaya 2050 IP Softphone you must have one of the following operating systems Windows XP 32 bit Windows Vista 32 bit and 64 bit Windows 7 32 bit and 64 bit Note Windows 2000 and Windows XP 64 bit are not supported Avaya USB Audio Kit The USB Audio Kit lets you hear and sp...

Page 37: ...e is compatible with the Algo ATA For support see www algosolutions com Installing the Avaya 2050 IP Softphone For information about installing the Avaya 2050 IP Softphone see Avaya IP Phones Fundamentals NN43001 368 or consult your system administrator Client Licensing All new and upgrade installations of the Avaya 2050 IP Softphone software require a valid license for product activation Note The...

Page 38: ...a Local Directory You can add contacts to a Local Directory list or insert contacts into any group of shortcut links in the Shortcut Bar To add a contact to the Local Directory list 1 Open the Local Directory For details see Opening a Local Directory from the Call Control window on page 31 2 Select Edit New Contact or click New Contact on the toolbar The Properties dialog box appears 3 Under the G...

Page 39: ...must first update that directory for the changes to show in the Local Directory To update right click the imported directory and click Refresh Editing contacts in the Local Directory To edit contacts in the Local Directory 1 Open the Local Directory For details see Opening a Local Directory from the Call Control window on page 31 2 Using your mouse pointer highlight the contact you want to edit 3 ...

Page 40: ...ick Delete on the toolbar Right click your selection and choose Delete from the menu 4 To confirm the deletion click Yes To remove a contact from a group of shortcut links 1 On the Shortcut Bar select the group of shortcut links from which you want to delete a contact 2 Right click the contact and choose Remove Item from the menu Finding contacts in the Local Directory You can search for contacts ...

Page 41: ...lter on the toolbar or Directory Filter from the menu The Filter dialog box appears 2 From the Field and Condition lists choose your filter criteria 3 Enter the values you want included in the filtered list For example if under the filter criteria Field Last Name Condition Starts With you enter Value C only contacts with a last name starting with C appear in the Local Directory 4 To apply the filt...

Page 42: ...cts click the desired group from the Shortcut Bar To add a group to a Local Directory 1 Right click a blank area on the Shortcut Bar 2 Select Add New Group A blank group button with a blinking cursor appears at the bottom of the Shortcut Bar 3 Enter the name you want for the group and press Enter To remove a group in a Local Directory 1 Click open the group you want 2 Right click anywhere on or un...

Page 43: ...see Opening a Local Directory from the Call Control window on page 31 2 Do one of the following Select Edit New Contact Click New Contact on the toolbar Select a contact Select File Properties Click Properties The Properties dialog box contains four tabs Properties General tab on page 44 Properties Details tab on page 44 Properties Notes tab on page 44 Properties Settings tab on page 44 All four t...

Page 44: ... enter any of the following contact details Department Office Assistant Properties Notes tab Use this tab to record miscellaneous information about a contact You can enter significant dates recent orders meeting locations or any information you require when you call the contact Properties Settings tab Use this tab to set the default dialling number for the contact To set the Default Dial click the...

Page 45: ... dialog box appears From the Properties dialog box you can access the following three tabs General Security and Schema 2 In the General tab enter the following required information into the corresponding field Directory Name the name of the directory as you want it to appear in the Shortcut Bar LDAP Path the path to the LDAP directory stored on your hard drive User Name and Password if applicable ...

Page 46: ...DAP Directory dialog box appears with the message Remove the schema Are you sure 3 Click Yes To modify an existing schema 1 In the Schema tab select the schema you want to modify from the list A Dialog box opens The Dialog box lists all current names and fields used by the LDAP directory 2 Modify the Schema Name 3 Click OK Linking to Outlook To add a link to your Outlook directory in the Shortcut ...

Page 47: ...file you need from your file system 4 From the Properties dialog box click OK Adding external contacts to the Local Directory You can add contacts from any of the external directories to your Local Directory To add an external contact to the Local Directory 1 From the Shortcut Bar click the external directory icon you want to access A list of contacts from the selected external directory appears 2...

Page 48: ...y add contacts to an external directory from within the Local Directory Note 2 If the contents of an external directory change you must first update that directory for the changes to show in the Local Directory To update right click the imported directory and click Refresh ...

Page 49: ... Directory contacts on page 50 Deleting CS 1000 Directory contacts on page 51 Finding CS 1000 Directory contacts on page 51 Dialing from the Personal Directory on page 51 Dialing from the Redial List on page 52 Dialing from the Callers List on page 52 Adding contacts to the Personal Directory To add contacts to the Personal Directory 1 On the Call Control window click Directory 2 Select Personal D...

Page 50: ... 1000 Directory contacts To edit contacts in the Personal Directory 1 On the Call Control window click Directory 2 From the Directory list select Personal Directory 3 Search for the desired entry 4 Highlight the entry 5 Click Edit and make the changes 6 Click Done Making temporary edits to contacts Use this option to temporarily edit contacts in the Redial List and the Callers List and then dial t...

Page 51: ...or Callers List 1 Click Directory 2 Select Redial List or Callers List 3 Click Del 4 Click Yes Finding CS 1000 Directory contacts To find contacts in Personal Directory Redial List or Callers List 1 On the Call Control window click Directory 2 Click the desired directory and do one of the following Scroll through the directory to the desired entry To go directly to the desired entry enter the entr...

Page 52: ... Select Redial List 3 Find the contact using one of the following Scroll to the desired contact Search for the contact by name or number Enter the number of the contact to find it 4 To dial the selected entry double click the contact Dialing from the Callers List To dial from the Callers List in the CS 1000 Directory 1 On the Call Control window click Directory 2 Select Callers List 3 Find the con...

Page 53: ...on page 58 Making telephone calls Before making a call ensure that you are wearing your headset To make a call 1 Open a Line using one of the following methods On the Call Control window click Answer Headset Your main telephone line appears Select Keys Answer From the Call Control window select a Line key 2 Enter the phone number using one of the following methods Dial from the number pad of your ...

Page 54: ... in the display area Note To select the speaker you want to ring click File Settings Sound Devices Handsfree Ringing Paging device Speaker Choose the desired speaker from the list You can answer a call using one of the following methods On the Call Control window click Answer Headset Click the Line key of whichever line is ringing Note Answering a new call automatically puts any active calls on ho...

Page 55: ... the message from your screen You can also close the notification box by clicking the close button in the top right corner When the call is disconnected a call disconnected notification appears The incoming call notification window closes automatically when the call is disconnected Holding and retrieving telephone calls Before using the phone ensure that you are wearing your headset To put a call ...

Page 56: ...ID call recording is initiated even though the ROD key is not pressed Using SAVE key Use the SAVE feature key to save the recording of an active call This key is associated with the active user ID and is operational only if a call is active The SAVE key is displayed in the following scenarios Normal operations If the SAVE key is clicked during an active call the call is saved CR application in Bul...

Page 57: ...he Avaya 2050 IP Softphone has the ability to handle calls placed using TAPI Telephony Application Programming Interface compliant applications such as Microsoft Outlook This enables you to make calls from your Outlook Contacts list if the Avaya 2050 IP Softphone TAPI Service Provider has been selected as an available line source in your Phone and Modem Options The IP Softphone TAPI Service Provid...

Page 58: ...g a call 1 On the Contacts list right click on the name of the contact you want to call and select Call Contact The New Call dialog box displays 2 Click the Dialing Options button 3 From the Connect using line menu select Avaya 2050 IP Softphone Line 4 Click OK 5 From the New Call dialog box select Start Call For errors encountered when using the Avaya 2050 IP Softphone TAPI Service Provider see T...

Page 59: ...Managing Avaya 2050 IP Softphone calls 59 On Call A call is active On Hold A call is on hold Table 2 Viewing active status Part 2 of 2 Status Description ...

Page 60: ...n about other Avaya 2050 IP Softphone or physical IP Deskphone clients connected to the network such as whether a client is on line off line and so on The EM is similar to the Key Expansion Module KEM device available for hardware IP Deskphones Figure 4 shows the Expansion Module window Figure 4 Avaya 2050 IP Softphone Expansion Module ...

Page 61: ...system administrator Settings for the EM are configured using the Avaya 2050 IP Softphone Settings menu See Expansion Module on page 97 Using the Expansion Module To launch the Expansion Module 1 Click the Menu button 2 Select View Expansion Module The EM window opens You can move the EM window so that it docks to the left or right side of the Call Control window or leave it open as a separate win...

Page 62: ...name for the new group 4 Click OK To remove a group 1 Right click on an existing group Note The General group is the default group and cannot be removed 2 Select Remove Group A confirmation message appears asking if you want to remove the selected group 3 Click Yes to confirm The group is removed and all items belonging to it are moved to the General group ...

Page 63: ...ugin Before the GXAS plugin can be used the GXAS server must be specified in the Settings menu For more information see Server on page 84 Starting the GXAS plugin You can start the GXAS plugin by double clicking the Expand to PC button or by selecting View Graphical External Application Server The available applications are shown in the GXAS Applications window If a default GXAS application has be...

Page 64: ...sion window features a status bar that displays the following information If the audio stream for a GXAS application is open ON or closed OFF If the microphone for a GXAS application is open ON or closed OFF The status bar background turns red when one or both streams are ON The session window can be docked to the main interface of the Avaya 2050 IP Softphone or moved to the desired screen locatio...

Page 65: ...icemail messages waiting The light flashes when a call is ringing on the Avaya 2050 IP Softphone Note You may also hear an audio Message Waiting Indicator stutter or beeping dial tone when you obtain dial tone Maximize button Press the Maximize button to maximize or minimize the Avaya 2050 IP Softphone If the Avaya 2050 IP Softphone is minimized press this button to maximize the Avaya 2050 IP Soft...

Page 66: ...till hear your caller but your caller cannot hear you Press the Mute button a second time to resume your conversation Mute light You can find the Mute light beside the Mute button With a call on mute the Mute light illuminates With a call off mute the Mute light remains off Volume button Use the Volume button to control the volume of the headset When the Smart Functions Menu appears use these butt...

Page 67: ... button This brings up the IP Softphone Call Control window Hanging up calls with the USB Headset Adapter You can use the USB Headset Adapter to hang up calls whenever the Avaya 2050 IP Softphone is running even if minimized or running in the background To hang up a telephone call using the USB Headset Adapter press the Release button Adjusting the volume with the USB Headset Adapter You can adjus...

Page 68: ... menu 1 Press the Smart Functions button on the USB Headset Adapter 2 Highlight the feature you want using one of the following Mouse pointer Keyboard arrow keys Volume button on the USB Headset Adapter 3 To select the feature click OK Note 1 If only one feature shows up in the menu the Don t display this dialog again check box appears Select this check box to map the Smart Function button directl...

Page 69: ... from the Available functions list and then click Add To remove a function select the function you want to remove from the list and then click Remove To rearrange a function click the function you want to move either up or down in the menu and then click the appropriate button Move Up or Move down 4 To close the Configure Smart Functions dialog box click OK 5 To close the USB Headset dialog box cl...

Page 70: ... directory you want this function to use Note As with the Command box in step 3 if you are unsure of the pathname or filename click Browse next to the Initial directory box You can then navigate to the correct directory make your selection and click OK to finish 6 To change the icon that appears beside this function on the Smart Functions menu click Change then go through steps 7 to 9 If you do no...

Page 71: ...Avaya 2050 IP Softphone USB Headset Adapter 71 To remove a custom function 1 Select the custom function you want to remove 2 Click Delete 3 To confirm the deletion click Yes ...

Page 72: ...rol window click File Settings Macros All macros are listed in the Macros Settings window You can also access macros by selecting Keys Macros The following sections describe how to work with macros Entering a macro on page 72 Deleting a macro on page 73 Playing a macro on page 73 Entering a macro You can enter a macro to automate a procedure or repetitive action To enter a macro 1 Open the Setting...

Page 73: ...tems up and down the macro list Select the macro item you want to move and then use the up and down arrow keys to move the item in the direction you need Note 3 For a list of macro values refer to Table 1 on page 26 Deleting a macro To delete a macro 1 From the Macro menu select the macro you want to delete 2 Click Delete Macro This clears the macro 3 To finalize the change press Apply Playing a m...

Page 74: ... the Edit menu on page 75 Using the Keys menu on page 75 Using the View menu on page 76 Using the Help menu on page 76 Using the Change menu on page 77 Using the Icon menu on page 77 Using the File menu From the File menu you can choose from any of the following Run in background Sends the Call Control window to the background but leaves the application running to receive calls Record this call Be...

Page 75: ...tiple number For example pressing 1 will result in two 1 s Pressing 2 will result in four 2 s Using the Keys menu From the Keys menu you can choose from any of the following Headset Handset Select to answer an incoming call or obtain a dial tone to make a call Handsfree Select to answer or make a call using the handsfree speaker To set the desired speaker select File Settings Sound Devices From Ha...

Page 76: ... can choose from any of the following Quickstart Select to view basic information about operating the Call Control window and the USB headset Hot Keys Select to view a list of both Buttons and Menus hot keys License Agreement Select to view the current licensing agreement Contents Select to open the contents section of the Avaya 2050 IP Softphone Help system Search Select to search for a specific ...

Page 77: ...ncluding the Mute On and Voice Mail Message indicators Change Style Select this option to change the style of the Accessibility Interface Using the Icon menu From the Icon menu you can choose any of the following options Icons Only Select this option to view the Accessibility Interface with icons only Icons Text Select this option to view the Accessibility Interface with icons and text Text Only S...

Page 78: ...Windows Start Menu or from the Avaya 2050 IP Softphone Call Control window Figure 5 The Settings Window Opening the Settings window Use one of the following options to open the Settings window From the Windows operating system Select Start Programs Avaya Avaya 2050 IP Softphone Avaya 2050 IP Softphone Settings Select Start Control Panel Avaya 2050 IP Softphone In Windows XP select Switch to Classi...

Page 79: ...er on page 84 License Servers on page 86 Theme on page 87 Features on page 87 Macros on page 88 Audio on page 88 Sound Devices on page 89 Hardware ID on page 90 Advanced Audio on page 92 Listener IP on page 93 Notifications on page 93 Hot Keys on page 94 Text Replacements on page 94 Lamp Sounds on page 95 Key Type on page 96 Language on page 97 Expansion Module on page 97 Personal Call Recording o...

Page 80: ...ialog boxes above the Apply button see Figure 5 on page 78 If more than one profile has been created you are prompted to select a profile to use when starting the Avaya 2050 IP Softphone application To open the Profiles dialog box select Profiles from the list in the left pane of the Settings window The following sections describe how to work with Profiles Creating new profiles on page 81 Removing...

Page 81: ... called Profile Name opens 2 Enter the name of the new profile 3 Click OK Removing profiles To remove a profile 1 From the list of profiles select the profile that you want to remove 2 Click Remove A Remove profile Are you sure message appears 3 Click Yes The profile is deleted from the list Note My Server is a built in profile name and cannot be deleted Modifying profile names To modify a profile...

Page 82: ...hone it attempts to connect to the server as defined by the profile Note Check the server dialog box in Avaya 2050 IP Softphone Settings to see which server your current profile uses Exporting profiles To back up your personal settings or to use your profiles with other applications export your Avaya 2050 IP Softphone profiles to your computer hard drive To export your profiles 1 Click Export A Sa...

Page 83: ...cked up configuration files of your personal settings for current use To import saved profiles 1 Click Import An Open dialog box opens 2 Locate and select the profile you want to use The Import Profiles text box opens 3 Select the profile or profiles that you want to import 4 Click OK ...

Page 84: ...hen you select the Reset button in the following procedures the phone resets immediately without any warning However if you make a change to the settings and select Apply or OK the phone indicates that a reset needs to take place A warning message appears Avaya 2050 IP Softphone must reset for the configuration changes to be complete Select Yes to reset now or select No if you plan on resetting la...

Page 85: ...mation about your communications server IP address or DNS name Port number Server type To assign an IP address or DNS name 1 From the Server list select the server you want to configure Primary Secondary or Application 2 Select IP and enter the IP address or select Name and enter the DNS name 3 If the server is an Application server select the Graphical check box The default port number shows in t...

Page 86: ...The server at the top of the list is contacted first followed by the second and so on To add a new License Server 1 Enter the new server IP address or DNS name in the New server field 2 Click Add The new server is added to the Server Address list 3 Click OK To change the License Server priority 1 Select the server from the Server Address list 2 Use the Increase Priority and Decrease Priority butto...

Page 87: ...ct the path to the IP Softphone file 1 Click Browse A Browse for folders dialog box opens 2 Locate and select the Avaya 2050 IP Softphone folder in your file system 3 Click OK To read the Microsoft Active Accessibility MSAA information 1 Select the MSAA Screen Reading Advanced Support check box 2 Click OK Note Alternatively you can use the theme dialog box to configure the Accessibility Interface ...

Page 88: ...e Keys Features list Macros For information about setting macros see Avaya 2050 IP Softphone macros on page 72 Audio Use the Audio dialog box to adjust the level of buffering between your audio hardware and the Avaya 2050 IP Softphone This option is also used by the system administrator to configure Secure Call Recording Use the Quality slider to increase or decrease the amount of delay Less delay...

Page 89: ...hone and speaker Adjust volume Select or clear mute status The Microphone text box displays the currently selected microphone To change the microphone select the microphone you want to use from the microphone list The Speaker text box displays the currently selected speaker To change the speaker select the speaker you want to use from the speaker list To adjust the volume of the microphone and spe...

Page 90: ...r expert users only Use the Hardware ID dialog box to select the hardware address reported to your communications server The Hardware ID text box displays the current hardware address The following sections describe the Hardware ID settings MAC addresses on page 90 Reset button on page 91 MAC addresses The Avaya 2050 IP Softphone default IP address comes from your Ethernet hardware as a Medium Acc...

Page 91: ...lecting MAC addresses To select a MAC address 1 Click Auto Create The Hardware ID text box displays the next address in a range of addresses 2 Continue clicking Auto Create to move through the range of available addresses until you find the one you need After you click through all available MAC addresses Auto Create generates random hardware ID numbers Select one of these numbers if your Ethernet ...

Page 92: ... This ensures a comfortable speech level for both parties Echo Cancellation Use the Echo Cancellation slidebar control if echo is detected on the line during a call Certain types of headsets or PC audio speakers can cause echo to appear on the line The slider has three settings Off disables the echo cancellation controls Always On enables echo cancellation for all calls Auto allows the system to e...

Page 93: ...ecific address The dimmed text box activates 2 Enter the address to which you want the Avaya 2050 IP Softphone to listen The format of the IP address is 99 99 99 99 To use a specific port 1 Select Use a specific port The dimmed text box activates 2 Enter the port to which you want the Avaya 2050 IP Softphone to listen To return the settings to their installation defaults click Restore Defaults Not...

Page 94: ...press the play arrow button To stop the sound while playing click the stop button To view the information about a new incoming call 1 Select the Show pop up window in System Tray option button Note Pop up windows do not launch for incoming calls to the Expansion Module 2 Select the Voice Notifications check box 3 Click OK Hot Keys You can assign keyboard hot keys to access the full range of Call C...

Page 95: ...nge in the Find what text box You can assign parameters to the search by selecting any of the following Whole word searches for the entire word Display searches the display area Context searches the context area Softkeys searches the softkeys area Line Feature Key text searches the Line Features area Date and Time searches the date and time area 3 Enter the new text in the Replace with text box 4 ...

Page 96: ...ype dialog box to select which keys the Avaya 2050 IP Softphone uses to place calls line keys The selected keys will display as available line keys when making a call To assign a line key 1 Select the check box next to the key or keys that you want to use Key layout corresponds to the layout on the Call Control window 2 Click Apply To return the settings to their installation defaults click Restor...

Page 97: ...e currently set language 1 From the language list select the language you want 2 Click OK Supported languages include Arabic Chinese Traditional and Simplified Czech Danish Dutch English Finnish French German Greek Hebrew Hungarian Italian Korean Japanese Latvian Norwegian Polish Portuguese Russian Spanish Swedish and Turkish Expansion Module Use the Expansion Module dialog box to configure option...

Page 98: ...the Personal Call Recording application Display a warning message when call recording is enabled Information about the third party application shows in the following fields Application displays the name of the third party application Version displays the current version number of the application Vendor displays the vendor name of the application Path displays the directory and file name where the ...

Page 99: ...rnal lamp controls on page 99 Using the backlight on page 101 Configuring Smart Functions on page 101 Selecting the headset For optimal performance select the headset from the list that matches the headset currently connected to your USB Headset Adapter To choose a headset 1 From the list select the headset you are using 2 Click Apply Setting external lamp controls Note The external lamp is availa...

Page 100: ...s button on your USB Headset Adapter To enable Manual Override select the cadence you want from the list To disable Manual Override select None Headset Disconnect With Headset Disconnect enabled the external lamp activates when the headset registers as disconnected from the USB Headset Adapter To enable Headset Disconnect select the cadence you want from the list To disable Headset Disconnect sele...

Page 101: ...select None Priority If more than one condition is enabled then the external lamp activates according to the condition with the highest priority The priority of the conditions from highest to lowest is as follows Manual Override Headset Disconnect Active Call Message Waiting Using the backlight The USB Headset Adapter uses a backlight to illuminate the buttons letting you know when the Avaya 2050 ...

Page 102: ...utton is available on the desktop version of the USB Headset Adapter only About The About dialog box displays current information about the Avaya 2050 IP Softphone including the following Current version number Copyright information Avaya logo Global IP Sound logo ...

Page 103: ...e Avaya 2050 IP Softphone for the change to Accessibility Interface to take effect Control groups The Accessibility Interface lets you move through the following four groups of controls Display on page 103 Line and Feature on page 104 Date and Time on page 104 Indicators on page 104 Display Use the Display group to check the current operating conditions of the Avaya 2050 IP Softphone When on a cal...

Page 104: ...p to check the current date and time When on a call you can check the duration of your connection in the top field of the group Indicators Use the Indicators group to check if you have a message waiting or to determine if the mute function is off or on Accessibility Interface Menu The Accessibility Interface offers a Menu Command system identical to the standard Call Control window File Edit Keys ...

Page 105: ...on press F1 To read the contents of the control group at the current cursor location press Shift F1 To execute a command from the current cursor location when over an executable field press Shift Enter To execute the operation at the current cursor location press Space Navigating Menu Commands To access the Menu Command system from the keyboard press Alt the first letter of the menu you want to ac...

Page 106: ...ace For information about available hot keys and for adding or removing hot keys see Hot keys on page 29 Limitations of Accessibility Interface The following limitations apply to the Avaya 2050 IP Softphone for Windows Release 3 3 Accessibility Interface The Graphical External Application Server GXAS interface added in Release 3 1 is not compliant with the accessibility feature Key Expansion Modul...

Page 107: ...ences for the various CS 1000 Directory features Choosing the language on page 107 Configuring the date and time on page 108 Enabling the Call Timer on page 108 Configuring Call Log options on page 109 Using Password Administration on page 112 Choosing the language If the Language setting is password protected you must enter a password SCPW to change the language If you enter an incorrect password...

Page 108: ...display area 2 Use the up and down arrows on either the navigation cluster or on your PC keyboard to select Telephone Options Date Time 3 From the Date Time list highlight the format that you want to use A sample of the highlighted date and time format appears in the display area of the Call Control window 4 Select the desired format Enabling the Call Timer With the Call Timer telephone option ena...

Page 109: ...or only incoming calls 1 Click Services A list of options appears in the display area 2 Use the up and down arrows on either the navigation cluster or on your PC keyboard to select Telephone Options Call Log Options 3 Select Incoming calls 4 Select Log Mode 5 Select either of the following To log all calls select Log All Calls To log all calls including calls received while the phone was busy sele...

Page 110: ...s On Preferred name match Use preferred name match to set the way names appear in Call Party Name Display CPND If set to Off CPND displays according to your server settings If set to On CPND displays according to the matching name found in your CS 1000 Directory if a match is found To enable or disable preferred name match 1 Click Services A list of options appears in the display area 2 Use the up...

Page 111: ...ist of options appears in the display area 2 Use the up and down arrows on either the navigation cluster or on your PC keyboard to select Telephone Options Call Log Options 3 Select Area Code Setup 4 Select 1st Code 2nd Code or 3rd Code 5 Enter the area code you want to use or edit the existing area code The default for area code setup is no area code specified Name display format You can set the ...

Page 112: ...aya 2050 IP Softphone requires authentication before allowing you to access the Personal Directory Redial List or Callers List When you attempt to access any of these password protected features a prompt asking you to enter your password appears Note The default setting for Password Protection is Off Enabling Password Protection To turn Password Protection On Off 1 From the Call Control window cli...

Page 113: ...her the navigation cluster or on your PC keyboard to select Telephone Options A prompt asks you for your password 3 Enter your password 4 Select New Password 5 Click one of the following To select New Password click Sel To return to the previous menu click Del To clear your password click Clr To end click Can Note If you click Sel a prompt asks you to enter a new password 6 Enter your new password...

Page 114: ...protected features for one hour Locked access displays on your telephone The application also locks you out of Virtual Office if enabled If you fail to access Virtual Office due to incorrect password attempts then the application also locks your access to other password protected features If you forget your password or the system locks you out then your system administrator can reset and unlock yo...

Page 115: ...one diagnostics page 1 Click the Menu button 2 Select Help Avaya 2050 IP Softphone Diagnostics The diagnostics page appears When the diagnostics page is open the Avaya logo button provides basic menu functions such as Open Save as Print View and Zip and Email Diagnostic Files There is also a Quick Access Control toolbar with icons representing the Open Save Print Refresh and Auto Refresh functions...

Page 116: ...choose from the following Refresh Select to refresh the current diagnostics page Auto Refresh Select to have the diagnostics page refresh automatically after a specified interval Set Auto Refresh Interval Select to change the auto refresh interval The default is 15 seconds You can set the interval from a minimum of 1 second to a maximum of 600 seconds System Information Select to view system infor...

Page 117: ... following sections describes various connectivity problems and suggested remedy actions Communication server is unreachable on page 117 Unable to obtain valid license on page 119 Connection is reinitializing on page 119 Authorization failed on page 120 Unable to retrieve communication server parameters from DHCP server on page 121 Unable to connect to GXAS server on page 121 Communication server ...

Page 118: ...s The Server unreachable message appears when the Avaya 2050 IP Softphone encounters a problem contacting the communication server Potential causes Network down Computer not connected to the network Invalid communication server settings in the Configuration Utility Invalid communication server settings in DHCP configuration Communication server down Action Ping another station on the network Ping ...

Page 119: ... can evaluate the software After the 30 day period a valid license code must be entered or the software will fail to work Action Network connectivity issues can interfere with access to the License Server If connectivity is not restored within a reasonable time report this to your system administrator If the license code is invalid or has expired obtain a valid license code from your system admini...

Page 120: ...ent Under normal operation the message disappears after successful connection If the message continues check for correct communication server programming Authorization failed Symptom The following message appears Authorization failed Description The Avaya 2050 IP Softphone has no authorization to use the communication server Potential causes Your system administrator has not authorized the Avaya 2...

Page 121: ...stablished Potential causes Network down DHCP server configuration error Action Contact your system administrator Unable to connect to GXAS server Symptom A message appears that connection to the GXAS server has failed Description A connection to the GXAS server cannot be established Potential causes Network down GXAS server configuration error DHCP server configuration error Action Contact your s...

Page 122: ...This following sections describe Audio problems Basic audio operation on page 122 One way audio on page 122 Broken or choppy speech on page 123 Windows sound plays from the headset on page 124 Advanced audio problems due to network performance on page 125 Basic audio operation To verify the physical connection of the USB adapter and headset as well as proper Windows audio configuration 1 Record an...

Page 123: ...he Audio dialog box to adjust the level of buffering between your audio hardware and the Avaya 2050 IP Softphone For details see Audio on page 88 Use the audio Quality slider to increase or decrease the amount of delay Less delay speeds up buffering but reduces audio quality Higher quality improves audio quality but slows down buffering When experiencing choppy or broken speech move the Audio Qual...

Page 124: ...o when using docked notebooks that have a Xircom RealPort Cardbus Ethernet 10 100 Modem 56 PC Card PCMCIA inserted In the specific case of this PC card the problem relates to a version of the Xircom driver This driver takes CPU cycles even when it is not active and this in turn causes Avaya 2050 IP Softphone audio to become choppy Solutions for this example are Upgrade your Xircom driver Remove th...

Page 125: ...work performance If network performance causes audio problems use the Advanced Audio dialog box in the Avaya 2050 IP Softphone Settings window to override your communication server audio values For more information about Advanced Audio see Advanced Audio on page 92 Reset conditions The Avaya 2050 IP Softphone resets when The communication server causes the Avaya 2050 IP Softphone to perform a hard...

Page 126: ... actions in the order presented 1 Verify that you are using a supported operating system For a list of supported operating systems see System requirements on page 36 To check your operating system a Select Start b Right click My Computer c Select Properties A System Properties window appears d Select General The General tab lists system registration and computer information 2 Verify that Universal...

Page 127: ...f none of the devices in steps 4 and 5 appear in the Windows Device Manager and the conditions in steps 1 and 2 are correct then consult the USB Troubleshooting section in Windows Help 7 Verify that you have selected USB Audio Device as the microphone and speaker for the Softphone USB Headset Adapter features appear dimmed Symptom In the USB Headset dialog box of the Avaya 2050 IP Softphone Settin...

Page 128: ...Headset not available in Europe Plantronics CS60 USB Headset Potential causes Your USB Headset Adapter does not support the functions listed on the USB Headset dialog box The USB Headset Adapter has failed to enumerate properly Action If you suspect faulty enumeration do the following 1 Unplug the USB cable from the USB Headset Adapter 2 Wait one minute 3 Plug the USB cable into the USB Headset Ad...

Page 129: ...dset Action To direct all call audio to your headset select USB Audio Device as both headset microphone and headset speaker in the Sound Devices dialog box see Sound Devices on page 89 TAPI problems As the TAPI feature is intended for use with third party applications most errors related to TAPI are resolved by consulting the documentation for the application that is generating the errors ...

Page 130: ...he Avaya 2050 IP Softphone is not active when trying to make the call Action Make sure the Avaya 2050 IP Softphone is active before using the feature If it is running close the application and restart it Try your call again If the error is still not resolved contact your administrator TAPI service provider is missing Description An error message appears when placing a call from a TAPI application ...

Page 131: ... Options Advanced 2 Check the list of available telephony providers for the Avaya 2050 IP Softphone TAPI Service Provider If it is not listed click the Add button to try and add it If you are unable to add the Avaya 2050 IP Softphone TAPI Service Provider to the list contact your administrator ...

Page 132: ...Troubleshooting the Avaya 2050 IP Softphone 132 ...

Page 133: ...on page 137 Legend Table 4 on page 133 provides a legend of icons used in this section Table 4 Legend Part 1 of 2 Icon Action Click a Line DN key button An icon flashes when a feature is being programmed An icon lights steadily when a feature is active Click the Services key to access menu options Click the Message Inbox key Click the Up Down or Left Right navigation keys Click the Enter key Click...

Page 134: ...Appendix A Quick reference 134 Click the Mute on off key Click the Directory key Click the Quit Stop key Click the Hold key Table 4 Legend Part 2 of 2 Icon Action ...

Page 135: ...scription of features operation Table 5 Feature operation Part 1 of 2 Call Answer Call Forward Activate Deactivate Reinstate Call Waiting Answer Call Waiting Return to first call Conference Directory Activate Headset Activate or Deactivate Bluetooth technology headset Fwd Fwd Fwd Fwd ...

Page 136: ...uick reference 136 Activate Speaker Hold Place a call on hold Return to a held call Last Number Redial Message Transfer Adjust volume or Mute Microphone Table 5 Feature operation Part 2 of 2 Hold Fwd Volume Volume ...

Page 137: ...able on all Avaya 2050 IP Softphones Consult your system administrator Table 6 on page 137 provides the most commonly used Services options menu options Table 6 Services options menu Part 1 of 2 Services menu The following are commonly used options Telephone Options menu Volume Adjustment Pick one of Ringer Handset Listen Handsfree Listen Headset Listen Buzzer Names Display Local Dialpad Tone Serv...

Page 138: ...Appendix A Quick reference 138 Ring type OnHook default path Table 6 Services options menu Part 2 of 2 Services menu Play ...

Page 139: ...08 date and time 108 language 107 name display 111 new call indication 109 password administration 112 preferred name match 110 D Date and Time 104 Dialpad 28 Directory 28 Display 103 E Early Packet and Late Packet Re sync 93 Edit menu 75 Expand 28 External directories 44 External LED lamp 99 F File menu 74 H Headset Disconnect 100 Help menu 76 77 Highwater Mark 93 Hold 28 Hot key 29 I i2050 exe a...

Page 140: ...2 51 Primary display 26 Priority 101 Q Quit 26 R Redial List 33 52 Release button 66 Release 28 S Services 28 Settings 78 79 About 102 Advanced Audio 92 Features 87 Hardware ID 90 hot keys 94 Key Type 96 Lamp Sounds 95 Language 97 License Servers 86 Listener IP 93 macros 88 Personal Call Recording 98 Profiles 80 Server 84 Skin 87 Sound Devices 89 Sounds 93 Text Replacements 95 USB Headset 99 Smart...

Page 141: ...Index 141 V View menu 76 Voice over IP VoIP 19 Volume button 66 Volume 27 W Wide Area Network WAN 19 Windows Address Book directory 45 ...

Page 142: ...Index 142 ...

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