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Troubleshooting the IP Softphone 2050

121

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.

•

Check that the mute button is disabled. If mute is enabled, the mute
button on the Call Control window appears red.

•

If your server uses a Network Address Translation (NAT) device,
check for proper NAT configuration. One-way only audio problems
can occur when incorrect NAT configuration causes the
IP Softphone 2050 to attempt to connect to the wrong IP address.

Broken or choppy speech

Broken or choppy speech can occur due to any of the following:

•

Low level of audio buffering

•

Windows transition effects

•

Other running applications

Audio buffering

Use the Audio dialog box to adjust the level of buffering between your
audio hardware and the IP Softphone 2050. For details, see “Audio” on
page 86.

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 Quality

slider toward

Higher Quality

.

Windows transition effects

The Windows operating system uses very high process and thread
priorities when performing low-level Windows operations, such as
minimizing and maximizing applications. This can cause brief breaks in
the IP Softphone 2050 audio streams.

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Summary of Contents for Softphone 2050

Page 1: ...Nortel Communication Server 1000 IP Softphone 2050 User Guide ...

Page 2: ......

Page 3: ...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 4: ...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 5: ...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 6: ...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 li...

Page 7: ...E 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 I...

Page 8: ...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 sign...

Page 9: ...Softphone 2050 Release 3 3 with Communication Server Release 5 5 and later May 2009 Standard 03 01 This document is up issued to support Communication Server Release 6 0 July 2008 Standard 02 03 This document is up issued to support IP Softphone 2050 Release 3 1 February 2008 Standard 02 02 This document is up issued to add information to the USB Headset Adapter features appear dimmed section And ...

Page 10: ... contains information previously contained in the following legacy document now retired IP Softphone 2050 User Guide NN 10300 054 June 2006 Standard 4 00 This document is up issued to reflect additional information about reserved keyboard keys March 2006 Standard 3 00 This document is up issued to support Nortel Communication Server 1000 4 5 for the IP Softphone 2050 Version 2 August 2005 Standard...

Page 11: ...e 2050 Directories 29 Local Directory 29 CS 1000 Directory 30 Installing and setting up the IP Softphone 2050 34 System requirements 34 Installing the IP Softphone 2050 35 Managing contacts from the Local Directory 36 Adding contacts to a Local Directory 36 Editing contacts in the Local Directory 37 Deleting contacts from the Local Directory 37 Finding contacts in the Local Directory 38 Filtering ...

Page 12: ...om the Callers List 50 Managing IP Softphone 2050 calls 51 Making telephone calls 51 Answering telephone calls 52 Incoming Call Notification 52 Holding and retrieving telephone calls 53 Using Record On Demand key 53 Hanging up telephone calls 55 Support for TAPI applications 55 Viewing active status 56 IP Softphone 2050 Expansion Module 58 Using the Expansion Module 59 Working with Groups 59 IP So...

Page 13: ...omizing the Smart Functions menu 67 Custom Functions for Smart Functions menu 67 IP Softphone 2050 macros 70 Entering a macro 70 Deleting a macro 71 Playing a macro 71 IP Softphone 2050 menu commands 72 Call Control window menu command 72 IP Softphone 2050 Settings 76 Opening the Settings window 76 Using the Settings window 77 Profiles 78 Server 82 License Servers 84 Theme 85 Features 85 Macros 86...

Page 14: ...ntrol groups 101 Accessibility Interface Menu 102 Navigating Control Groups and Menu Commands 102 Using hot keys 104 Limitations of Accessibility Interface 104 Configuring CS 1000 Directory user preferences 105 Choosing the language 105 Configuring the date and time 106 Enabling the Call Timer 106 Configuring Call Log options 106 Using Password Administration 110 IP Softphone 2050 Diagnostics 113 ...

Page 15: ...Contents 15 Troubleshooting the IP Softphone 2050 115 Connectivity problems 115 Audio problems 120 Reset conditions 123 USB Headset problems 124 TAPI problems 127 Index 131 ...

Page 16: ...Contents 16 ...

Page 17: ...es The IP Softphone 2050 supports the following features Twelve user defined feature keys six Programmable Line DN Feature Keys self labeled and six lines features accessed by pressing the shift key Four soft keys that provide access to a maximum of 10 features Four line display Directory capabilities stored locally on your PC or linked to external directories such as Lightweight Directory Access ...

Page 18: ...ssibility Interface for the visually impaired Programmable hot keys that allow single key access to user definable features 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 Two input modes Numeric Alphabetic Sup...

Page 19: ... manage your telephone calls You also use this window to access both your Local Directory and CS 1000 Directory features Personal Directory Application Server Administration and Password Administration For more information about the Call Control window see IP Softphone 2050 Call Control window on page 21 Local Directory window Use the Local Directory window to create manage and use a telephone dir...

Page 20: ... 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 Phones on the network For more information see IP Softphone 2050 Expansion Module on page 58 i2050 exe application The i2050 exe application lets the IP Softphone 2050 communicate with the server This process appears as long as the I...

Page 21: ...e IP Softphone 2050 Call Control window 1 From your desktop PC select Start 2 Select Programs 3 Select Nortel IP Softphone 2050 IP Softphone 2050 Accessibility Interface To open the IP Softphone 2050 Accessibility Interface from the Call Control window 1 From your desktop PC select Start Programs Nortel IP Softphone 2050 IP Softphone 2050 The Call Control window appears 2 Click the Menu button 3 S...

Page 22: ...let you make and manage telephone calls For information about the elements of the Call Control window see Table 1 on page 24 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 Menu button ...

Page 23: ...cators 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 about nav...

Page 24: ...tures such 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 IP Softphone 2050 functional...

Page 25: ...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 26: ...our mouse pointer to click the numbers you want to enter Directory To access 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 access ...

Page 27: ...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 text ...

Page 28: ...76 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 IP Softphone 2050 system tray icon menu to manage phone calls and messages without opening the Call Control window To access the menu right click ...

Page 29: ...an use the Shortcut Bar to organize your contacts into smaller groups of shortcut links You can 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 IP Softphone 2050 Local Directory with the CS 1000 Directory accessible by ...

Page 30: ...ns contact information and server supported features in a remote central database called the Application Server Accessible from the IP Softphone 2050 Call Control 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 dur...

Page 31: ...iew mode the caller s name displays along with the Callers List entry count Entries in the Callers List are sorted by Call Log time The first entry you see is the first new entry If you press the down navigation key more new items in the Callers List display 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 nam...

Page 32: ...ame is not defined then only the telephone number is displayed Opening CS 1000 Directory features To open the Personal Directory Redial List or Callers List 1 From the Call Control window click Directory 2 Scroll and select an item from the following list Personal Directory Callers List Redial List Password Administration The Personal Directory Redial List and Callers List features have a one minu...

Page 33: ...d Administration on page 110 Application Server Administration Using 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 CS 1000 Directory user preferences on page 105 ...

Page 34: ... hard drive space all languages 800X600 or higher resolution monitor 16 bit color Universal Serial Bus USB port version 1 1 or 2 0 Supported operating systems To use the IP Softphone 2050 you must have one of the following operating systems Microsoft Windows Vista Microsoft Windows XP Microsoft Windows 2000 Nortel USB Audio Kit The USB Audio Kit lets you hear and speak with your callers To ensure ...

Page 35: ...2050 is compatible with the Algo ATA For support see www algosolutions com Installing the IP Softphone 2050 For information about installing the IP Softphone 2050 see IP Phones Fundamentals NN43001 368 or consult your system administrator Client Licensing All new and upgrade installations of the IP Softphone 2050 software require a valid license for product activation Note There is a 30 day evalua...

Page 36: ...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 30 2 Select Edit New Contact or click New Contact on the toolbar The Properties dialog box appears 3 Under the G...

Page 37: ...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 30 2 Using your mouse pointer highlight the contact you want to edit 3 ...

Page 38: ...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 39: ...r 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 filter ...

Page 40: ...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 41: ...see Opening a Local Directory from the Call Control window on page 30 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 42 Properties Details tab on page 42 Properties Notes tab on page 42 Properties Settings tab on page 42 All four t...

Page 42: ... 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 43: ... 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 44: ...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 45: ...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 46: ...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 47: ...y contacts on page 48 Deleting CS 1000 Directory contacts on page 49 Finding CS 1000 Directory contacts on page 49 Dialing from the Personal Directory on page 49 Dialing from the Redial List on page 50 Dialing from the Callers List on page 50 Adding contacts to the Personal Directory To add contacts to the Personal Directory 1 On the Call Control window click Directory 2 Select Personal Directory ...

Page 48: ...00 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 the ...

Page 49: ...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 entry S...

Page 50: ...lect 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 contac...

Page 51: ...6 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 computer ...

Page 52: ...hich you set your phone rings and Caller ID if available shows 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 ...

Page 53: ...essage 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 on Hol...

Page 54: ...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 Bulk R...

Page 55: ...s The IP Softphone 2050 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 IP Softphone 2050 TAPI Service Provider has been selected as an available line source in your Phone and Modem Options The IP Softphone TAPI Service Provider suppor...

Page 56: ... 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 Nortel IP Softphone 2050 Line 4 Click OK 5 From the New Call dialog box select Start Call For errors encountered when using the IP Softphone 2050 TAPI Service Provider see TAPI problems on pa...

Page 57: ...Managing IP Softphone 2050 calls 57 On Hold A call is on hold Table 2 Viewing active status Status Description ...

Page 58: ...ation about other IP Softphone 2050 or physical IP Phone 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 Phones Figure 4 shows the Expansion Module window Figure 4 IP Softphone 2050 Expansion Module ...

Page 59: ...nt for the EM is performed by the system administrator Settings for the EM are configured using the IP Softphone 2050 Settings menu See Expansion Module on page 95 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 lea...

Page 60: ...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 61: ...phone 2050 application Configuring the GXAS plugin Before the GXAS plugin can be used the GXAS server must be specified in the Settings menu For more information see Server on page 82 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 Applicatio...

Page 62: ... the active application and the bottom of the session 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 IP Softphone ...

Page 63: ... Softphone 2050 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 IP Softphone 2050 If the IP Softphone 2050 is minimized press this button to maximize the IP Softphone 2050 window If the IP Softphone 2050 is maximized but behind another window press this button to b...

Page 64: ...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 buttons to move up and down in the menu Backlight The backlight illuminates when your headset is ...

Page 65: ...n 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 IP Softphone 2050 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 adjust the volume...

Page 66: ...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 directly to t...

Page 67: ...om 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 click...

Page 68: ...tory 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 not want...

Page 69: ...IP Softphone 2050 USB Headset Adapter 69 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 70: ...lick 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 70 Deleting a macro on page 71 Playing a macro on page 71 Entering a macro You can enter a macro to automate a procedure or repetitive action To enter a macro 1 Open the Settings window For...

Page 71: ...s 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 24 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 macr...

Page 72: ...Using the Edit menu on page 73 Using the Keys menu on page 73 Using the View menu on page 74 Using the Help menu on page 74 Using the Change menu on page 75 Using the Icon menu on page 75 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 ca...

Page 73: ...phone 2050 interprets each keyboard character as a multiple 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 desi...

Page 74: ...details Using the Help menu From the Help menu you 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 IP Softphone 2050 Help sy...

Page 75: ...uding 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 Sele...

Page 76: ... from the IP Softphone 2050 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 Nortel IP Softphone 2050 IP Softphone 2050 Settings Select Start Control Panel IP Softphone 2050 In Windows XP select Switch to Classic View to view the list of settings From the...

Page 77: ... page 84 Theme on page 85 Features on page 85 Macros on page 86 Audio on page 86 Sound Devices on page 87 Hardware ID on page 88 Advanced Audio on page 90 Listener IP on page 91 Notifications on page 91 Hot Keys on page 92 Text Replacements on page 92 Lamp Sounds on page 93 Key Type on page 94 Language on page 95 Expansion Module on page 95 Personal Call Recording on page 96 Plantronics USB Blueto...

Page 78: ...76 If more than one profile has been created you are prompted to select a profile to use when starting the IP Softphone 2050 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 79 Removing profiles on page 79 Modifying profile names on page 79 Select...

Page 79: ...ofile 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 name 1 From the list of profiles select the profile that...

Page 80: ...onnect to the server as defined by the profile Note Check the server dialog box in IP Softphone 2050 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 IP Softphone 2050 profiles to your computer hard drive To export your profiles 1 Click Export A Save As dialog box opens 2 Save you...

Page 81: ...d 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 82: ...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 IP softphone 2050 must reset for the configuration changes to be complete Select Yes to reset now or select No if you plan on resetting later Yo...

Page 83: ...ion 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 the ...

Page 84: ...rver 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 buttons to ...

Page 85: ...ct the path to the IP Softphone file 1 Click Browse A Browse for folders dialog box opens 2 Locate and select the IP Softphone 2050 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 for IP...

Page 86: ...on the Available Features list from the Keys Features list Macros For information about setting macros see IP Softphone 2050 macros on page 70 Audio Use the Audio dialog box to adjust the level of buffering between your audio hardware and the IP Softphone 2050 Use the Quality slider to increase or decrease the amount of delay Less delay speeds up buffering but reduces audio quality Higher quality ...

Page 87: ...e 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 speake...

Page 88: ... for 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 88 Reset button on page 89 MAC addresses The IP Softphone 2050 default IP address comes from your Ethernet hardware as a Medium Access...

Page 89: ...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 90: ...is 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 enab...

Page 91: ...fic address The dimmed text box activates 2 Enter the address to which you want the IP Softphone 2050 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 IP Softphone 2050 to listen To return the settings to their installation defaults click Restore Defaults Notifications Use ...

Page 92: ...op button To view the information about a new incoming call 1 Select the Show pop up window in System Tray option button 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 Control window functions and menu options For information about available hot keys and for adding or removing hot keys see Hot keys on page 27 Text Re...

Page 93: ...le 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 Click OK The Find what dialog box closes 5 Click Apply To remove an existing text replacement rule 1 Select...

Page 94: ... dialog box to select which keys the IP Softphone 2050 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 Restore Default...

Page 95: ...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 96: ...rsonal 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 third ...

Page 97: ...ernal lamp controls on page 97 Using the backlight on page 99 Configuring Smart Functions on page 99 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 availab...

Page 98: ...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 99: ...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 IP Softphon...

Page 100: ...utton is available on the desktop version of the USB Headset Adapter only About The About dialog box displays current information about the IP Softphone 2050 including the following Current version number Copyright information Nortel logo Global IP Sound logo ...

Page 101: ... the IP Softphone 2050 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 101 Line and Feature on page 102 Date and Time on page 102 Indicators on page 102 Display Use the Display group to check the current operating conditions of the IP Softphone 2050 When on a call you can...

Page 102: ...me group 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 Edi...

Page 103: ...rrent cursor location 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 ...

Page 104: ...ace For information about available hot keys and for adding or removing hot keys see Hot keys on page 27 Limitations of Accessibility Interface The following limitations apply to the IP Softphone 2050 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 Module KEM ...

Page 105: ... on page 105 Configuring the date and time on page 106 Enabling the Call Timer on page 106 Configuring Call Log options on page 106 Using Password Administration on page 110 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 an error message is displayed If you enter an incorrect password more...

Page 106: ...ation 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 enabled the IP Softphone 2050 automatically measures and display...

Page 107: ...ng 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 select Log calls i...

Page 108: ...n 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 an...

Page 109: ... 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 IP ...

Page 110: ... Softphone 2050 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 click Dir...

Page 111: ... 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 an...

Page 112: ...tected 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 your ...

Page 113: ...page 1 Click the Menu button 2 Select Help IP Softphone 2050 Diagnostics The diagnostics page appears When the diagnostics page is open the Nortel 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 To save the current ...

Page 114: ...an 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 in...

Page 115: ...wing sections describes various connectivity problems and suggested remedy actions Communication server is unreachable on page 115 Unable to obtain valid license on page 117 Connection is reinitializing on page 117 Authorization failed on page 118 Unable to retrieve communication server parameters from DHCP server on page 119 Unable to connect to GXAS server on page 119 Communication server is unr...

Page 116: ...ver unreachable message appears when the IP Softphone 2050 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 the communicati...

Page 117: ...uring which users 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 y...

Page 118: ...er Action Wait a moment 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 IP Softphone 2050 has no authorization to use the communication server Potential causes Your system administrator has not authoriz...

Page 119: ...blished 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 syst...

Page 120: ... server programming is correct Contact your system administrator Audio problems This following sections describe Audio problems Basic audio operation on page 120 One way audio on page 121 Broken or choppy speech on page 121 Windows sound plays from the headset on page 122 Advanced audio problems due to network performance on page 123 Basic audio operation To verify the physical connection of the U...

Page 121: ...r due to any of the following Low level of audio buffering Windows transition effects Other running applications Audio buffering Use the Audio dialog box to adjust the level of buffering between your audio hardware and the IP Softphone 2050 For details see Audio on page 86 Use the audio Quality slider to increase or decrease the amount of delay Less delay speeds up buffering but reduces audio qual...

Page 122: ...times conflict with each other For example the IP Softphone 2050 sometimes exhibits intermittent breaks in audio 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 IP ...

Page 123: ...k Default device list select your computer sound card Note If you do not want to use the Headset Adapter for playback select another device from the Sound playback Default device list Advanced audio problems due to network performance If network performance causes audio problems use the Advanced Audio dialog box in the IP Softphone 2050 Settings window to override your communication server audio v...

Page 124: ...res appear dimmed on page 125 Cannot hear audio through headset on page 127 Sound still comes out of my computer speakers on page 127 Headset not functioning If you experience any headset problems try the following 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 34 To check your operat...

Page 125: ...s in the Windows Device Manager To open the Device Manager see step 2 5 Verify that HID compliant device and USB Human Interface Device appear under Human Interface Devices in the Windows Device Manager To open the Device Manager see step 2 6 If 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 Troubleshoo...

Page 126: ...onaural Headset GN Netcom GN2115 ST Binaural Headset GN Netcom GN2117 ST Monaural Headset GN Netcom GN2125 NC Binaural Headset GN Netcom GN2220 NC Monaural Headset GN Netcom GN2225 NC Binaural Headset Nortel Networks Handset Nortel Networks Mobility Kit Plantronics Audio 910 Headset Plantronics Voyager 510 Headset Plantronics CS55 Headset Plantronics CS50 USB Headset not available in Europe Plantr...

Page 127: ...eck all jacks and plugs for a loose connection Sound still comes out of my computer speakers Description The IP Softphone 2050 configuration does not direct all call audio to the headset 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 87 TAPI problems As the TAPI feature...

Page 128: ...he IP Softphone 2050 is not active when trying to make the call Action Make sure the IP Softphone 2050 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 indicating t...

Page 129: ...dem Options Advanced 2 Check the list of available telephony providers for the IP Softphone 2050 TAPI Service Provider If it is not listed click the Add button to try and add it If you are unable to add the IP Softphone 2050 TAPI Service Provider to the list contact your administrator ...

Page 130: ...Troubleshooting the IP Softphone 2050 130 ...

Page 131: ...nguage 105 name display 109 new call indication 107 password administration 110 preferred name match 108 D Date and Time 102 Dialpad 26 Directory 26 Display 101 E Early Packet and Late Packet Re sync 91 Edit menu 73 Expand 26 External directories 42 External LED lamp 97 F File menu 72 H Headset Disconnect 98 Help menu 74 75 Highwater Mark 91 Hold 26 Hot key 27 I i2050 exe application 20 Inbox Mess...

Page 132: ...tration 110 Personal Directory 30 49 Primary display 24 Priority 99 Q Quit 24 R Redial List 31 50 Release button 64 Release 26 S Services 26 Settings 76 77 About 100 Advanced Audio 90 Audio 86 Features 85 Hardware ID 88 hot keys 92 Key Type 94 Lamp Sounds 93 Language 95 License Servers 84 Listener IP 91 macros 86 Personal Call Recording 96 Profiles 78 Server 82 Skin 85 Sound Devices 87 Sounds 91 T...

Page 133: ...Index 133 U USB Headset Adapter 65 V View menu 74 Voice over IP VoIP 17 Volume button 64 Volume 25 W Wide Area Network WAN 17 Windows Address Book directory 43 ...

Page 134: ...Index 134 ...

Page 135: ......

Page 136: ...OUT WARRANTY OR CONDITION OF ANY KIND EITHER EXPRESS OR IMPLIED The information and or products described in this document are subject to change without notice Nortel Nortel Networks the Nortel logo and the Globemark are trademarks of Nortel Networks All other trademarks are the property of their respective owners Publication Number NN43119 101 Document Release Standard 04 01 Date June 2010 To pro...

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