sv8100 desktop applications v5.0
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DESKTOP APPLICATIONS
Issue 5.0
SMB8000
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Contents of this manual are subject to change without prior notice at the discretion of NEC
Unified Solutions. This document has been prepared for the use of employees and
customers ofNEC Unified Solutionsand may not be reproduced without prior written
approval ofNEC Unified Solutions.
UNIVERGE is a trademark of NEC Corporation.
Copyright 2010
NECUnified SolutionsAnton Philipsweg 1
1223 KZ Hilversum
The Netherlands
www.nec-unified.com
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Regulatory
COMPLIANCE
FCC REGULATIONS
SECTION 1 EMISSIONS
This equipment has been tested and found to comply with the limits for a Class A digita
device, pursuant to Part 15 of the FCC Rules. These limits are designed to provide
reasonable protection against harmful interference when the equipment is operated in a
commercial environment.
This equipment generates, uses, and can radiate radio frequency energy and, if not
installed and used in accordance with the instruction manual, may cause harmfu
interference to radio communications. Operation of this equipment in a residential area islikely to cause harmful interference in which case users are required to correct the
interference at their own expense.
SECTION 2 TELCO REQUIREMENTS
ADA-L Adapter has been certified to FCC Part 68 requirements for telephone system
equipment.
SECTION 3 SAFETY
ADA-L Adapter has been certified to ANSI/UL 1459, 2nd Edition, Telephone Equipment
This equipment is not intended for direct connection to Telco lines.
Changes or modifications to ADA-L Adapter hardware not expressly approved by the party
responsible for compliance could void the user authority to operate the equipment.
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INDUSTRY CANADA
SECTION 1 EMISSIONS
This digital apparatus does not exceed the Class A limits for radio noise emissions from a
digital apparatus set out in the Radio Interference Regulations of Industry Canada.
Le prsent appareil numrique n'met pas de bruits radiolectriques depassant les limites
applicables aux appareils numriques de la class A prescrites dans le Rglement sur le
brouillage radiolectrique dicte par le ministre de lIndustrie du Canada.
SECTION 2 TELCO REQUIREMENTS
ADA-L Adapter has been certified to Industry Canada CS02 and CS03 requirements for
telephone system equipment.
SECTION 3 SAFETY
ADA-L Adapter has been certified to Standard C22.2, No. 225-M90, Telecommunications
Equipment.
Ne pas brancher directernert au rseau tlphonique. Voir manuel dinstruction.
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Table of Contents
Chapter 1 Introduction to Desktop Applications
Section 1 Introduction...................................................................................1-1
Section 2 Overview........................................................................................1-1
Section 3 Installation Considerations .........................................................1-4
3.1 Standalone Configuration ............................................................ 1-4
3.2 Standalone with Shared Services ................................................ 1-4
3.3 O&M (Operation and Maintenance) .............................................1-5
3.4 Remote Connections ...................................................................1-5
Section 4 System Requirements..................................................................1-6
4.1 Minimum PC Requirements .........................................................1-6
4.2 Supported Operating Systems ..................................................... 1-7
4.3 Licensing ......................................................................................1-7
Chapter 2 Installation
Section 1 Installation Steps..........................................................................2-2
Section 2 SMB8000 Desktop Applications System Programming..........2-27
Section 3 Configuration Wizard .................................................................2-30
3.1 Configuration Startup .................................................................2-30
3.2 Configuration Wizard, Screen 1 .................................................2-31
3.3 Configuration Wizard, Screen 2 .................................................2-33
3.4 Configuration Wizard, Screen 3 .................................................2-35
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Chapter 3 Desktop Application Startup
Section 1 Full Window Mode........................................................................3-2
1.1 Title Bar and Main Menu ............................................................. 3-3
1.2 Function Toolbar .......................................................................... 3-4
1.3 Active Call List ............................................................................. 3-6
1.3.1 Active Call List Format ............................................................... 3-6
1.3.2 Active Call List Operations ......................................................... 3-7
1.4 BLF/DSS Area ............................................................................. 3-7
1.4.1 BLF/DSS Tabs ........................................................................... 3-7
1.4.1.1 BLF/DSS Programming .......................................................... 3-7
1.4.1.2 BLF Button Design ..................................................................3-8
1.4.1.3 BLF/DSS Layout ..................................................................... 3-8
1.4.1.4 BLF/DSS Operations ..............................................................3-8
1.4.1.5 Trunks Tab .............................................................................. 3-9
1.4.1.6 Speed Dial Tab ....................................................................... 3-9
1.5 Presence Area ........................................................................... 3-10
1.5.1 Current Presence Status ......................................................... 3-10
1.5.2 Right Click to Set Presence ..................................................... 3-10
Section 2 Toolbar Mode..............................................................................3-11
2.1 Dial String Field ......................................................................... 3-11
2.2 Call Status Area ......................................................................... 3-12
2.3 Dial/Hangup Button ................................................................... 3-12
2.4 Speed Dial List .......................................................................... 3-12
2.5 File Button ................................................................................. 3-13
2.6 Hold Button ................................................................................ 3-14
2.7 Function Toolbar ........................................................................ 3-15
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Section 3 Compact Phone Mode................................................................3-16
3.1 Closed Phone Mode ..................................................................3-16
3.2 Open Phone Dial View ............................................................3-18
3.3 Open Phone Directory View ...................................................3-20
3.4 Open Phone Menu View ......................................................... 3-22
3.5 Open Phone Call Log View ..................................................... 3-24
3.6 Compact Phone Video Call ........................................................ 3-25
Section 4 Emulation Phone Mode..............................................................3-26
4.1 Emulation Phone Base Module ................................................. 3-27
4.2 Emulation Phone Add-On Module ............................................. 3-28
4.3 Emulation Phone DSS Module ..................................................3-29
Chapter 4 Toolbar Functions
Section 1 Toolbar Functions ........................................................................4-1
1.1 Answer ......................................................................................... 4-2
1.2 Hold ............................................................................................. 4-21.3 Transfer ....................................................................................... 4-2
1.3.1 Transfer Call Start ...................................................................4-3
1.3.2 Transfer Call Blind ..................................................................4-3
1.3.3 Transfer Call Cancel ...............................................................4-3
1.4 Hang Up .......................................................................................4-3
1.5 Dial ............................................................................................... 4-4
1.5.1 Dial Start .................................................................................4-4
1.5.2 Dial Cancel ..............................................................................4-4
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1.6 Conference .................................................................................. 4-5
1.6.1 Conference Call Start ............................................................. 4-5
1.6.2 Conference Call Cancel .......................................................... 4-6
1.7 Record ......................................................................................... 4-6
1.8 Page ............................................................................................ 4-7
1.9 Park ............................................................................................. 4-8
1.10 Unpark ......................................................................................... 4-8
1.11 Night Mode .................................................................................. 4-9
1.12 Barge In ..................................................................................... 4-10
1.13 Directed Call Pickup .................................................................. 4-11
1.14 Group Call Pickup ...................................................................... 4-11
1.15 Pickup Other Group ................................................................... 4-12
1.16 Last Number Redial ................................................................... 4-12
1.17 Voice Over ................................................................................. 4-12
1.18 Call Redirect .............................................................................. 4-13
1.19 Call Forward .............................................................................. 4-13
1.20 Do Not Disturb (DND) ................................................................ 4-14
1.21 Custom Message ....................................................................... 4-15
1.22 Background Music ..................................................................... 4-16
1.23 Auto Callback ............................................................................ 4-16
1.24 Phone Image ............................................................................. 4-16
1.25 Auto Handset/Auto Headset ...................................................... 4-16
1.26 Video ......................................................................................... 4-18
1.26.1 Show Video .............................................................................. 4-18
1.26.2 Hide Video ...............................................................................4-18
1.26.3 Pause Video ............................................................................ 4-19
1.26.4 Send Video ..............................................................................4-19
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1.26.5 End Video ................................................................................4-19
1.26.6 Add Member ............................................................................4-19
1.26.7 Resize Video ............................................................................4-20
1.27 Whiteboard ................................................................................ 4-20
1.28 Application Sharing ....................................................................4-22
1.29 Chat ...........................................................................................4-24
1.30 FTP ............................................................................................4-26
1.31 Switch Login Mode ....................................................................4-28
1.32 Add Note ....................................................................................4-28
Section 2 Directory View.............................................................................4-29
2.1 Opening the Directory View .......................................................4-29
2.1.1 Title Bar and Main Menu ..........................................................4-30
2.1.2 Function Toolbar ......................................................................4-31
2.1.3 Search Area .............................................................................4-33
2.1.4 Table Viewer ............................................................................4-33
2.2 Company Directory ....................................................................4-35
2.2.1 Adding a New Entry to the Directory ........................................4-35
2.2.2 Modifying an Entry in the Directory ..........................................4-37
2.2.3 Deleting an Entry from the Directory ........................................4-37
2.2.4 Printing the Directory ...............................................................4-38
2.3 Contacts/Personal Lists .............................................................4-38
2.3.1 Adding a New Entry to the Contacts/Personal List ..................4-38
2.3.2 Modifying an Entry in the Contacts/Personal List ....................4-39
2.3.3 Deleting an Entry from the Contacts/Personal List ..................4-39
2.3.4 Printing the Directory ...............................................................4-40
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Section 3 Call Log View ..............................................................................4-40
3.1 Opening the Call Log ................................................................. 4-40
3.1.1 Title Bar and Main Menu ..........................................................4-41
3.1.2 Filter Toolbar ............................................................................ 4-41
3.1.3 Record Viewer .........................................................................4-42
3.2 Playing Back a Recorded Telephone Conversation .................. 4-43
3.3 Deleting a Record from the Call Log ......................................... 4-43
3.4 Printing the Call Log .................................................................. 4-44
3.5 Archiving the Call Log ................................................................ 4-44
Chapter 5 Answering Center
Section 1 Introduction...................................................................................5-1
Section 2 Installation.....................................................................................5-1
Section 3 Configuration................................................................................5-1
3.1 Configuring Desktop Preferences ................................................ 5-1
3.2 Launching the Answering Center ................................................ 5-2
3.3 Database Setup ........................................................................... 5-3
Section 4 Profiles ..........................................................................................5-4
4.1 Managing Profiles ........................................................................ 5-4
Section 5 Answering Center Functions.......................................................5-8
Chapter 6 Application Level Configuration
Section 1 Introduction...................................................................................6-1
Section 2 Preferences Menu.........................................................................6-2
2.1 Preferences General ................................................................ 6-3
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2.2 Preferences BLF/DSS ..............................................................6-5
2.3 Preferences Recording .............................................................6-7
2.4 Preferences Personal Greeting ................................................ 6-8
2.5 Preferences Playback ............................................................... 6-9
2.6 Preferences Tool Buttons ....................................................... 6-10
2.7 Preferences Active Call List .................................................... 6-11
2.8 Preferences Screen Pop ......................................................... 6-12
2.9 Preferences Shortcuts ............................................................ 6-13
2.10 Preferences Dialing Rules ...................................................... 6-15
2.11 Preferences Telephony Settings ............................................. 6-16
2.12 Preferences Voice Mail ........................................................... 6-17
2.13 Preferences Notification Settings ............................................ 6-18
2.14 Preferences Quick Message ................................................... 6-20
2.15 Preferences Phone Message ................................................. 6-21
2.16 Preferences Trunk Settings .................................................... 6-22
2.17 Preferences Video Settings ..................................................6-23
2.18 Preferences Phone Image ......................................................6-24
Chapter 7 Desktop Shared Services
Section 1 Installation.....................................................................................7-2
1.1 Configuration ...............................................................................7-2
1.2 Activation ................................................................................... 7-13
Section 2 Shared Directory.........................................................................7-14
Section 3 Shared Contact List....................................................................7-14
Section 4 Centralized BLF Monitoring.......................................................7-14
Section 5 Common Trunk Labeling ...........................................................7-14
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Section 6 Quick Messaging........................................................................7-14
6.1 Sending and Receiving Quick Messages .................................. 7-15
6.2 Tracking Quick Messages ......................................................... 7-17
6.3 Configuring Quick Messages ..................................................... 7-18
Section 7 Phone Messaging.......................................................................7-19
7.1 Sending and Receiving Phone Messages ................................. 7-19
7.2 Tracking Phone Messages ........................................................ 7-20
7.3 Configuring Phone Messages ................................................... 7-20
Section 8 Presence......................................................................................7-22
8.1 Scheduled Presence Events ..................................................... 7-26
8.1.1 Viewing Scheduled Presence Events ...................................... 7-28
8.1.2 Viewing Presence Events for Others .......................................7-29
8.1.3 Conflicting Presence Events .................................................... 7-30
Chapter 8 Outlook Add-In
Section 1 Outlook Add-In..............................................................................8-1
1.1 Configuration ............................................................................... 8-1
1.2 Making a Call ............................................................................... 8-4
1.3 Conference .................................................................................. 8-6
1.4 Transfer ..................................................................................... 8-10
1.5 End Call ..................................................................................... 8-14
1.6 Presence Setting from Outlook Calendar .................................. 8-15
1.6.1 Assigning a Presence State ..................................................... 8-16
1.7 Adding Outlook Contact to Speed Dial List ............................... 8-17
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Chapter 9 Salesforce Integration
Section 1 Overview........................................................................................9-1
Section 2 Installation Procedure..................................................................9-2
Section 3 Salesforce.com Configuration ....................................................9-3
Section 4 Desktop Suite Configuration.......................................................9-3
Section 5 Operation.......................................................................................9-5
Chapter 10 Desktop Registration and Softphone Override
Section 1 Registration Types .....................................................................10-1
Section 2 Service Conditions .....................................................................10-3
Appendix A Features by License Level
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List of Figures
Figure 1-1 Desktop Connections .................................................................................................1-6
Figure 2-1 NEC Applications Installation Window .......................................................................2-2
Figure 2-2 Install or Uninstall Options .......................................................................................... 2-3
Figure 2-3 Application Selection to Install or Remove .................................................................2-4
Figure 2-4 IP Address for CPU Connection Settings ...................................................................2-5
Figure 2-5 Confirm Actions Window ............................................................................................2-6
Figure 2-6 Accept License Agreement ........................................................................................2-7
Figure 2-7 NEC Desktop Suite Setup Wizard ..............................................................................2-8
Figure 2-8 Select Installation Folder ............................................................................................ 2-9
Figure 2-9 Confirm Installation ...................................................................................................2-10
Figure 2-10 Enable CallTo Tag Feature ......................................................................................2-10
Figure 2-11 CallTo Feature Enabled ........................................................................................... 2-11
Figure 2-12 NEC Infrontia Telephony Driver (3rd) Setup ............................................................ 2-11
Figure 2-13 Telephony Driver (3rd) Setup Destination Location ..............................................2-12
Figure 2-14 Telephony Driver (3rd) Setup TCP/IP Connection Setting .................................... 2-13
Figure 2-15 Telephony Driver (3rd) Setup Registration Window ..............................................2-14
Figure 2-16 Telephony Driver (3rd) Setup Operation Mode Setting .........................................2-15
Figure 2-17 Telephony Driver (3rd) Setup Start Copying Files .................................................2-16
Figure 2-18 NEC Telephony Service Setup Wizard ....................................................................2-17
Figure 2-19 Telephony Service Select Installation Folder ........................................................2-18
Figure 2-20 Telephony Service Confirm Installation Start ........................................................2-19
Figure 2-21 Telephony Service Installation Complete .............................................................. 2-20Figure 2-22 Quick Message Client Setup Wizard .....................................................................2-21
Figure 2-23 Quick Message Client Install Folder ......................................................................2-22
Figure 2-24 Confirm Quick Message Client Installation ...............................................................2-23
Figure 2-25 Quick Message Client Install Complete .................................................................2-24
Figure 2-26 NEC Installer Summary ............................................................................................2-25
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Figure 2-27 Installation Complete ................................................................................................ 2-26
Figure 2-28 Configuration Wizard, Screen 1 ............................................................................... 2-31
Figure 2-29 Configuration Wizard, Screen 2 ............................................................................... 2-33
Figure 2-30 Configuration Wizard, Screen 3 ............................................................................... 2-35Figure 3-1 Full Window Mode Screen ......................................................................................... 3-2
Figure 3-2 Presence Area Screen ............................................................................................. 3-10
Figure 3-3 Toolbar ..................................................................................................................... 3-11
Figure 3-4 Closed Phone Image Screen ................................................................................ 3-16
Figure 3-5 Open Phone Dial View .......................................................................................... 3-18
Figure 3-6 Open Phone Directory View .................................................................................. 3-20
Figure 3-7 Open Phone Menu View ....................................................................................... 3-22
Figure 3-8 Open Phone Call Log View ................................................................................... 3-24
Figure 3-9 Compact Phone Video Call ...................................................................................... 3-25
Figure 3-10 Emulation Phone Base Module ................................................................................ 3-27
Figure 3-11 Emulation Phone Add-On Module ............................................................................ 3-28
Figure 3-12 Emulation Phone DSS Module ................................................................................. 3-29
Figure 4-1 Transfer Call Screen .................................................................................................. 4-2
Figure 4-2 Transfer Call Start ................................................................................................... 4-3
Figure 4-3 Dial Screen ................................................................................................................. 4-4
Figure 4-4 Conference Call Screen ............................................................................................. 4-5
Figure 4-5 Conference Call Start Screen .................................................................................... 4-5
Figure 4-6 Page Screen .............................................................................................................. 4-7
Figure 4-7 Park Call Screen ........................................................................................................ 4-8
Figure 4-8 Unpark Call Screen .................................................................................................... 4-8
Figure 4-9 Night Mode Screen .................................................................................................... 4-9
Figure 4-10 Barge In Screen ....................................................................................................... 4-10
Figure 4-11 Directed Call Pickup Screen .................................................................................... 4-11
Figure 4-12 Last Number Redial Screen ..................................................................................... 4-12
Figure 4-13 Call Forward Screen ................................................................................................ 4-13
Figure 4-14 Do Not Disturb Screen ............................................................................................. 4-14
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Figure 4-15 Custom Message Screen ......................................................................................... 4-15
Figure 4-16 Port Configuration Screen ........................................................................................4-17
Figure 4-17 Video Screen ............................................................................................................4-18
Figure 4-18 Add Member Screen ................................................................................................4-19Figure 4-19 Choose Party Screen ...............................................................................................4-20
Figure 4-20 Whiteboard Screen ................................................................................................... 4-21
Figure 4-21 Application Dialog Screen ........................................................................................4-22
Figure 4-22 Sharing Screen .........................................................................................................4-23
Figure 4-23 Chat Dialog Screen .................................................................................................. 4-24
Figure 4-24 Participants Chat Screen ......................................................................................... 4-25
Figure 4-25 FTP Dialog Box ........................................................................................................4-26
Figure 4-26 FTP File Selector Screen .........................................................................................4-27
Figure 4-27 Add Note Screen ......................................................................................................4-28
Figure 4-28 Directory View Screen ..............................................................................................4-29
Figure 4-29 Select Visible Columns Screen ................................................................................4-34
Figure 4-30 Directory Maintenance Screen .................................................................................4-35
Figure 4-31 Departments Screen ................................................................................................4-37
Figure 4-32 Contacts/Personal List .............................................................................................4-38
Figure 4-33 Call Log Screen ........................................................................................................4-40
Figure 4-34 Visible Columns Menu ..............................................................................................4-42
Figure 4-35 Telephone Conversation Playback Screen ..............................................................4-43
Figure 4-36 Call Log Archive Screen ...........................................................................................4-44
Figure 5-1 Preferences XML Screen ........................................................................................5-2
Figure 5-2 Answer Icon ................................................................................................................ 5-3
Figure 5-3 Right Click on Answer Center Icon .............................................................................5-3
Figure 5-4 Database Setup Screen .............................................................................................5-4
Figure 5-5 Answering Center Screen ..........................................................................................5-5
Figure 5-6 New Profile Screen .....................................................................................................5-6
Figure 5-7 Transfer Number Screen ............................................................................................5-7
Figure 5-8 Incoming Call Screen ................................................................................................. 5-9
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Figure 6-1 Preferences Menu ...................................................................................................... 6-2
Figure 6-2 Preferences General Menu ..................................................................................... 6-3
Figure 6-3 Preferences BLF/DSS Menu ................................................................................... 6-5
Figure 6-4 Preferences Recording Menu ................................................................................. 6-7Figure 6-5 Preferences Personal Greeting Menu ..................................................................... 6-8
Figure 6-6 Preferences Playback Menu ................................................................................... 6-9
Figure 6-7 Preferences Tool Buttons Menu ............................................................................ 6-10
Figure 6-8 Preferences Active Call List Menu ........................................................................ 6-11
Figure 6-9 Preferences Screen Pop Menu ............................................................................. 6-12
Figure 6-10 Preferences Shortcuts Menu ................................................................................. 6-13
Figure 6-11 Preferences Dialing Rules Menu ........................................................................... 6-15
Figure 6-12 Preferences Telephony Settings Menu ................................................................. 6-16
Figure 6-13 Preferences Voice Mail Menu ............................................................................... 6-17
Figure 6-14 Preferences Notification Settings Menu ................................................................ 6-18
Figure 6-15 Preferences Quick Message Menu ....................................................................... 6-20
Figure 6-16 Preferences Phone Message Menu ...................................................................... 6-21
Figure 6-17 Preferences Trunk Settings Menu ......................................................................... 6-22
Figure 6-18 Preferences Video Settings Menu ......................................................................... 6-23
Figure 6-19 Preferences Phone Image Menu .......................................................................... 6-24
Figure 7-1 Shared Services Configuration Server Settings ...................................................... 7-3
Figure 7-2 Shared Services Configuration Presence States .................................................... 7-4
Figure 7-3 Shared Services Configuration User Settings ......................................................... 7-5
Figure 7-4 Shared Services Configuration Phone System .......................................................7-7
Figure 7-5 Shared Services Configuration Telephony Settings ................................................ 7-9
Figure 7-6 Shared Services Configuration Dialing Rules ....................................................... 7-10
Figure 7-7 Shared Services Configuration Voice Mail ............................................................ 7-12
Figure 7-8 Configuration Wizard Shared Services Option ...................................................... 7-13
Figure 7-9 Shared Services Quick Message .......................................................................... 7-15
Figure 7-10 Quick Message Example ......................................................................................... 7-16
Figure 7-11 Quick Messages Tracking Active Call Area .......................................................... 7-17
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Figure 7-12 Preferences Quick Message .................................................................................7-18
Figure 7-13 Phone Message Menu .............................................................................................7-19
Figure 7-14 Preferences Configuring Phone Messages ...........................................................7-21
Figure 7-15 Presence Status Window View .............................................................................7-22Figure 7-16 Presence Status Shared Services Directory ......................................................... 7-23
Figure 7-17 Set Presence Status Toolbar ................................................................................7-23
Figure 7-18 Set Presence Status Window ................................................................................7-24
Figure 7-19 Set Details Screen ....................................................................................................7-25
Figure 7-20 Attendant Level User Right Click to Set Presence ................................................7-26
Figure 7-21 Set Presence Status Toolbar ................................................................................7-27
Figure 7-22 Schedule Presence Screen ......................................................................................7-27
Figure 7-23 Scheduled Presence Items Screen ..........................................................................7-29
Figure 8-1 Outlook Configuration .................................................................................................8-2
Figure 8-2 NEC Desktop Telephony Settings ..............................................................................8-3
Figure 8-3 NEC Dial Button .........................................................................................................8-4
Figure 8-4 Right Click for NEC Call .............................................................................................8-5
Figure 8-5 NEC Conference Button ............................................................................................. 8-6
Figure 8-6 Conference Call Window ............................................................................................8-7
Figure 8-7 Right Click for NEC Conference .................................................................................8-8
Figure 8-8 Conference Call Window ............................................................................................8-9
Figure 8-9 NEC Transfer Button ................................................................................................ 8-10
Figure 8-10 Transfer Call Window ...............................................................................................8-11
Figure 8-11 NEC Transfer Right Click .........................................................................................8-12
Figure 8-12 Transfer Call Window ...............................................................................................8-13
Figure 8-13 End Call ....................................................................................................................8-14
Figure 8-14 Outlook Presence Appointment Screen ...................................................................8-15
Figure 8-15 Schedule Presence Screen ......................................................................................8-16
Figure 8-16 Screen ......................................................................................................................8-17
Figure 9-1 Salesforce Screen ......................................................................................................9-2
Figure 9-2 Preferences Screen .................................................................................................... 9-4
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List of Tables
Table 1-1 Exceptions to Firewall for Ports .....................................................................................1-3
Table 1-2 Exceptions to Windows Process ...................................................................................1-3
Table 1-3 Configuration Example Desktop Version 1.0 ..............................................................1-8
Table 1-4 Configuration Example Desktop Version 2.0 ..............................................................1-9
Table 1-5 Overall Breakdown - Desktop Applications .................................................................1-10
Table 2-1 SMB8000 Desktop Applications System Programming ............................................. 2-27
Table 3-1 Call State Colors .......................................................................................................... 3-6
Table 3-2 Closed Telephone Display ..........................................................................................3-17
Table 3-3 Mouse Click Events .....................................................................................................3-17
Table 4-1 Set of Functions Telephone States ........................................................................... 4-1
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Chapter 1 Introduction to Desktop Applications
SECTION 1 INTRODUCTION
This document describes the operation and functionality of theDesktop Applications.
SECTION 2 OVERVIEW
The SMB8000 Desktop Applications is a new suite of software that combines thetelephony functionality of three standard products:
SP310 (IP Softphone)
PC Assistant
PC Attendant
Please note the following features mentioned in this manual are visible in the
application but are not commercially available in all territories:
Answering Centre
Outlook Add-in
Sales Force
Through licensing control and user selection, the application can be tailored to meet
the needs of a variety of end users. Additional utilities are provided as part of the
desktop application suite:
Answering Center with Desktop Applications Version 3.5.0.0 or higher, the
Answering Center supports additional features to be utilized with the Attendant
Module to provide efficient call handling in a multi-tenant environment. For
example, if a receptionist is required to answer calls for a variety of different
businesses, the Answering Center module will identify the company being called
and display information on the receptionists screen to assist with handling thecall.
Configuration Wizard Steps the user through the process of providing the
settings that are required to start the desktop application.
Outlook Add-In allows the user to dial out, end call and perform screen pops
through the Contacts folder within Microsoft Outlook. With Desktop Applications
Version 2.0.0.0 or higherand main CPU software Version 2500 or higher,
Outlook Add-In also allows the user to perform Conference and Transfer from
the Contacts folder.
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With Desktop Applications Version 3.5.0.0 or higher, the Outlook integration is
enhanced to include the ability to associate a Presence State with an Outlook
Calendar Appointment, and to add telephone numbers from an Outlook Contact
to the Desktop Speed Dial list
Salesforce.com adaptor with Desktop Applications Version 3.5.0.0 or higher,
the Salesforce.com module allows users to initiate calls to contacts from within
Salesforce.com and to search for contacts automatically when an incoming call
is received.
Video Test Tool Helps verify that the SP310 can communicate with and utilize
the video camera connected to the PC.
CallTo Configuration Enables or Disables the ability to dial from a CallTo tag/
hyperlink in a web page or MS Office document using the Desktop Application
(requires Desktop Version 2.0 or higher).
TAPI Service Provider (TSP) - Included with the Desktop Suite is a 1st-Party
TSP (NEC CTI Client Device) to support dialing from TAPI-compliant
applications. With Desktop Applications Version 3.5.0.0 or higher, the TSP is
enhanced to support passing call state an canned information events to third-
party applications. This allows applications to utilize Caller ID to generate
screen pops within their application if they support it. The TSP supports the
following command set:
Make Call
Dial
Drop
Answer
Hold
Unhold
BlindTransfer
SetupTransfer
CompleteTransfer
SetupConference
prepareAddToConference
AddToConference
The TSP also supports the full set of call state events (Connected,
Disconnected, Dialtone, Dialing, Proceeding, Ringback, Offering, OnHold, etc.),
and the most common call info events including Called ID, Caller ID, Trunk,Reason, & Origin.
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TCP/UPD Port and Windows Process Firewall Exceptions
When a firewall is involved in the network between the SV8100 and the Desktop
Client or Shared Servers. Refer to Table 1-1 Exceptions to Firewall for Ports for
exceptions to be made in the firewall for ports and Table 1-2 Exceptions to Windows
Process for windows processes.
Table 1-1 Exceptions to Firewall for Ports
Desktop ComponentTCP and/
or UDP
Port
NumbersRelated Program
SIP UDP 5070~5197
Audio RTP UDP 60000~60254
Video Control TCP 6000
Video RTP UDP 61000~61019
File Transfer TCP 8282~8284
Outlook Integration/Highlight Dial/CallToTag/XML API TCP 20864~20865
WhiteBoardSharing/Application Sharing/Chat UDP and
TCP1024~65535
TSP Support: UDP/TCP 972-973 UDP and
TCP972~973
Shared Services TCP 8888
3rd Party Call Control TCP 8181 10-20-1 Device 1 CTI Server
1st Party Call Control TCP 8282 10-20-1 Device 0 1st Party CTI
Table 1-2 Exceptions to Windows Process
Windows Process Firewall Exceptions
MobilePresenceService.exe
NECPhone.exe
RPCTIService.exe
TSPStart.exe
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SECTION 3 INSTALLATION CONSIDERATIONS
The Desktop Applications can be installed in two different configurations, standalone
or standalone with the Shared Services.
3.1 Standalone Configuration
In the standalone configuration, each PC with the Desktop Applications has its
own connection to the SV8100. The Desktop Applications communicates to
the SV8100 via the LAN on the TCP port defined for the 1st-Party CTI
connection in Program 10-20-01, although a 1st Party CTI license is not
required for the Desktop Applications. The 1st-Party CTI connection is device
9 in 10-20-01 and the recommended port is 8282.
3.2 Standalone with Shared Services
In the standalone with 3rd-Party Shared Services configuration, the desktopapplication can view DSS/BLF information for all stations and trunks in the
system. The DSS/BLF status is provided to the Desktop Application from the
Desktop Shared Services. All call control is still done via the 1st-Party
connection. The Desktop Shared Services is also required for Phone
Message, Quick Message, a Shared Central Directory and Presence. Users
do not have to maintain their own directory with Desktop Shared Services.
The Shared Central Directory is viewed by all users, and any changes made
by one user will be seen by the other users.
In the standalone with Shared Services configuration, each PC with the
Desktop Applications still has its own 1st-Party CTI connection to the SV8100
as described in the Standalone section. In addition, there is a PC with the
Desktop Shared Services installed. This can be on a machine that also has
the Desktop Application or a dedicated machine. There is a drawback to
having the Desktop Shared Services on a users PC that is using the Desktop
Application. If that user shuts down their machine, all other Desktop
Applications that are using Desktop Shared Services will lose the Shared
Services connection. When this happens, the other users will receive an error.
The Desktop will still work for call control, but the Shared Central Directory,
Phone Message, Quick Message and Presence features will not be
accessible.
The PC with Desktop Shared Services communicates to the SV8100 via theLAN on the TCP port defined for the 3rd-Party CTI connection in Program
10-20-01. The 3rd-Party CTI connection is device 1 in 10-20-01 and the
recommended port is 8181. The PCs with the Desktop Application then have
second connection. This additional connection is to the PC that has the
Desktop Shared Services. The Desktop Application communicates to the
Desktop Shared Services PC via the LAN on TCP port 8888. This port can be
changed but must be changed in the Desktop Shared Services and in the
Desktop Configuration Wizard.
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3.3 O&M (Operation and Maintenance)
In either configuration, the Desktop Application can have a second connection
to the SV8100 for O&M (Operation and Maintenance). O&M allows the
Desktop Application to synchronize with the SV8100 when new buttons are
added to the extension the Desktop is controlling, and synchronize featureaccess codes when they have been changed in the SV8100. The Desktop
Application communicates to the SV8100 for O&M information on the TCP
port defined for O&M in Program 10-20-01. The O&M connection is device 11
in 10-20-01 and the recommended port is 8010.
Refer to Figure 1-1 Desktop Connections on page 1-6 for a diagram of the
connections for the standalone, standalone with Shared Services and O&M
configurations.
3.4 Remote Connections
In the first release of Univerge SV8100, Network Address Translation (NAT) is
not supported. Because of this, any Desktop Applications must appear to be
on the same network as the SV8100 VoIP Interface (IPLA). For remote
Desktop Applications, such as SP310 Softphone, this can be achieved using a
VPN connection to the network where SV8100 resides.
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SECTION 4 SYSTEM REQUIREMENTS
The minimum recommended PC requirements and the supported operation systems
are described in this section.
4.1 Minimum PC Requirements
The minimum recommended PC requirements for running the desktop
application are as follows:
PC Class: Pentium 3
Processor Speed: 1GHz
RAM: 512MB Minimum, 1GB Recommended
Figure 1-1 Desktop Connections
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Display: Super VGA (800 x 600) or higher
Available Disk Space: 50MB
CD-ROM Drive
Network Adapter Sound Card
Video Camera (optional)
Microphone/Headset/USB Handset (optional)
Speakers (optional)
ADA-L is required for Recording/Personal Greeting with deskset
4.2 Supported Operating Systems
The desktop application is supported on the following operation systems:
Windows Server 2003, SP2
Windows XP Professional, SP2
Windows Vista Business
Windows 7 Professional, 32- and 64-Bit
Windows Server 2008, 32- and 64-Bit
With the Desktop Suite Application version 3.7.0.0, the UTR-1-1 is not supported on aWindows 7 Operating system, the UTR-1W-1 is supported on all operating systems.
With the Desktop Suite Application Version 3.7.0.0 running on a Windows 7 operating system,the Enhancement Bundle (Chat, Whiteboard, Application Sharing and File Transfer) are not
supported.
4.3 Licensing
The licensing for Desktop has changed with the release of Desktop v2.0. This
release supports Desktop Attendant Shared Services and Desktop Assistant
Clients. A new license part number (670678) is being introduced that provides
the maximum number of Attendant mode functions along with Shared
Services to Desktop suite users. This one license part will give all Assistant
seats the ability to run at the Attendant level.
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In previous releases, the Softphone was included when purchasing an
Assistant or Attendant license. In order to minimize system port usage where
the Desktop suite is used to control a physical handset, the Softphone function
is no longer included with Assistant or Attendant with the release of v2.0 and
must be purchased separately.
The following configuration and tables illustrate the part numbers needed to
achieve the desired configuration. The configuration tables provide further
examples of the difference in part numbers needed between Desktop v1.0 and
Desktop v2.0.
Example:
An associate wishes to utilize four SP310 Softphones, 14 PC Assistants, two PC
Attendants and four Enhancement Packages.
Table 1-3 Configuration Example Desktop Version 1.0
670744 LK-Desktop Suite-PC Attendant 1-LIC
Description Feature Code Quantity Included Comments
PC Attendant Client 5304 1
PC Assistant Client 5305 1
Softphone Client 5301 1
IP Terminal License 5102 1
3rd Party CTI License 0112 1
670744 LK-Desktop Suite-PC Attendant 1-LIC
Description Feature Code Quantity Included Comments
PC Attendant Client 5304 1
PC Assistant Client 5305 1
Softphone Client 5301 1
IP Terminal License 5102 1
3rd Party CTI License 0112 1
670741 LK-Desktop-PC Assistant-16 Client-LIC
Description Feature Code Quantity Included Comments
PC Assistant Client 5305 16
Softphone Client 5301 16
IP Terminal License 5102 16
670825 LK-Desktop Suite-PC Softphone-4-LIC
Description Feature Code Quantity Included Comments
Softphone (SP310) Client License 5301 4
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Utilizing the Enhancement Package counts against system port capacity.
In the example, the associates required only two Attendants, but the Desktop Clients may utilize
the Attendant features by using (690918 - Shared Services).
670717 LK-SYS-IP Terminal-4-LIC
Description Feature Code Quantity Included Comments
NEC SIP Client License 5101 4
670753 LK-Desktop Suite-Enhance PKG64-LIC
Description Feature Code Quantity Included Comments
Desktop Suite Enhance Package 64 5303 64
Table 1-3 Configuration Example Desktop Version 1.0 (Continued)
Table 1-4 Configuration Example Desktop Version 2.0
690918 LK-SYS Shared Service-LIC
Description Feature Code Quantity Included Comments
PC Attendant Shared Service 5304 128 Provides the ability for any Desktop Client
to utilize Attendant features.
3rd Party CTI License 0112 1
670906 LK-DT Client 16-LIC
Description Feature Code Quantity Included Comments
Desktop Client 5305 16
670915 LKS-SP E Client-IP 8-LIC
Description Feature Code Quantity Included Comments
Softphone Client with Enhancementand IP Port License
5301 8 4 used as Softphones and 4 for Enhancement.
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The following table outlines the license codes included when purchasing the
various part numbers related to the Desktop application:
Table 1-5 Overall Breakdown - Desktop Applications
License Code in 10-50-01
PCPro License Description
Part
NumberName Description
5301
Softphone
5303
Softphone
Enhanced
5304
Attendant
5305
Assistant
5102
IP
Terminal
Softphone
0112
3rd
Party
CTI
Client
670903 LK-DT CLIENT
1-LIC
Desktop Client
License - 1
1
670904 LK-DT CLIENT
4-LIC
Desktop Client
License - 4
4
670905 LK-DT CLIENT8-LIC
Desktop ClientLicense - 8
8
670906 LK-DT CLIENT
16-LIC
Desktop Client
License - 16
16
670907 LK-DT CLIENT
64 - LIC
Desktop Client
License - 64
64
670908 LK-DT SP E
CLIENT-IP 1-LIC
Desktop Client
with
Softphone,
Enhancement
and IP Port
License - 1
1 1 1 1
670909 LK-DT SP E
CLIENT-IP 4-LIC
Desktop Client
with
Softphone,
Enhancement
and IP Port
License - 4
4 4 4 4
670910 LK-DT SP E
CLIENT-IP 8-LIC
Desktop Client
with
Softphone,
Enhancement
and IP Port
License - 8
8 8 8 8
670911 LK-DT SP E
CLIENT-IP
16-LIC
Desktop Client
with
Softphone,
Enhancement
and IP Port
License - 16
16 16 16 16
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670912 LK-DT SP E
CLIENT-IP
64-LIC
Desktop Client
with
Softphone,
Enhancement
and IP Port
License - 64
64 64 64 64
670913 LKS-SP E
CLIENT-IP 1-LIC
Softphone
Client with
Enhancementand IP Port
License - 1
1 1 1
670914 LKS-SP E
CLIENT-IP 4-LIC
Softphone
Client with
Enhancement
and IP Port
License - 4
4 4 4
670915 LKS-SP E
CLIENT-IP 8-LIC
Softphone
Client with
Enhancement
and IP Port
License - 8
8 8 8
670916 LKS-SP E
CLIENT-IP
16-LIC
Softphone
Client with
Enhancement
and IP Port
License - 16
16 26 26
670917 LKS-SP E
CLIENT-IP
64-LIC
Softphone
Client with
Enhancement
and IP Port
License - 64
64 64 64
670918 LK-SYS-
SHARED
SERVICE-LIC
3rd Party CTI
and Desktop
Shared
Services
128 1
Table 1-5 Overall Breakdown - Desktop Applications (Continued)
License Code in 10-50-01
PCPro License Description
Part
NumberName Description
5301
Softphone
5303Softphone
Enhanced
5304
Attendant
5305
Assistant
5102IP
Terminal
Softphone
0112
3rdParty
CTI
Client
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Chapter 2 Installation
The installation of the SMB8000 Desktop Applications includes prerequisite software,
if the installation determines these do not already exist on the PC.
The following prerequisite software is installed:
Microsoft .NET Framework 2.0
Microsoft Visual C++ 2005 SP1 Redistributable Package
Direct X End-User Runtimes
Windows Real-Time Communications Client API SDK 1.3
After the prerequisite software is installed, the NECDesktop.msi installs. This
installation includes the following applications:
SMB8000 Desktop Application
Microsoft Outlook Add-In
Video Test Tool
The Desktop Applications are installed in the following directory: C:\Program Files\NEC Desktop Suite
Application logs are in the following directory:
C:\Documents and Settings\All Users\Application Data\SV8100 Application
Suite\PC Phone\Log Files
After installation is complete, the following application environment is available,
depending on what installation options where chosen:
Program group named NEC
Within NEC group are the following:
NEC Desktop Suite
NEC Desktop Configuration
Video Test Tool
TelephonyDriver (3rd)
Shared Services Configuration
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A shortcut for Desktop Applications installs on the Windows desktop.
SECTION 1 INSTALLATION STEPS
To install the SMB8000 Desktop Applications, perform the following procedure:
1. Insert the NEC Applications Installation CD. The CD autoruns. If it does not
autorun, go to Start>Run and type d:\NECInstaller.exe, where d: is the CD ROM
drive.
2. The NEC Installer window opens. Click Next.
Figure 2-1 NEC Applications Installation Window
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3. Choose Install.
Figure 2-2 Install or Uninstall Options
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4. Choose the Applications to install, then click Next.
The applications include:
NEC Desktop Suite - Choose this option to install the NEC Desktop Application
to be used for SP310 IP Softphone, PC Assistant or PC Attendant.
End User Pro - Choose this option to install the End User Programming tool
used for programming buttons and extension based programming like Name
display and display language.
NEC Telephony Service - Choose this option to install the 3rd-Party Shared
Services on the 3rd-Party CTI server if needed (NEC Telephony Service should
only be installed on one machine and is needed for System Wide DSS/BLF,
Shared Central Directory, Phone Message, Quick Message, and Presence.
Quick Message Client - Choose this option to install the Quick Message Client
on machines that will receive quick messages and are not using the Desktop
Application for SP310, PC Assistant, or PC Attendant. The quick messageclient is built into the Desktop Application, so there is no need to install the client
for Desktop Application users.
Figure 2-3 Application Selection to Install or Remove
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5. Enter the IP Address of the IPLA interface on the CPU (10-12-09), then click
Next.
Figure 2-4 IP Address for CPU Connection Settings
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6. Click Next at the Confirm Actions window.
Figure 2-5 Confirm Actions Window
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7. Agree to the license agreement and click Next.
Figure 2-6 Accept License Agreement
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8. Click Next in the NEC Desktop Suite window.
9. Depending on the current version of the Windows Installer on the PC, the
installation may update the Windows Installer. If so, follow the on screen
instructions.
Figure 2-7 NEC Desktop Suite Setup Wizard
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10. Define the installation folder or click Next to accept the default folder.
Figure 2-8 Select Installation Folder
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11. Click Next at the Confirm Installation Window.
12. ClickYes to install the CallTo Configuration to support calling from a CallTo tag/
hyperlink within a web page or MS Office document.
Figure 2-9 Confirm Installation
Figure 2-10 Enable CallTo Tag Feature
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13. Click OK to confirm the CallTo tag configuration.
14. Click Close at the Installation Complete Window.
15. If you chose to install the NEC Telephony Service, the installation begins. Click
Next. If you did not choose to install the NEC Telephony Service, go to Step 25.
Figure 2-11 CallTo Feature Enabled
Figure 2-12 NEC Infrontia Telephony Driver (3rd) Setup
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16. Click Browse to define the installation folder, or click Next to accept the default
folder.
Figure 2-13 Telephony Driver (3rd) Setup Destination Location
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17. Define the IP Address of the CPU, the 3rd-Party TAPI TCP port programmed in
10-20-01, the IP address of the machine you are installing on, and the
Communication time-out, if other than the default.
Figure 2-14 Telephony Driver (3rd) Setup TCP/IP Connection Setting
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18. Click Next at the Service Setting Window.
Figure 2-15 Telephony Driver (3rd) Setup Registration Window
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19. Click Next at the Operation Mode Setting window.
Figure 2-16 Telephony Driver (3rd) Setup Operation Mode Setting
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20. Click Next at the Start Copying Files Window.
Figure 2-17 Telephony Driver (3rd) Setup Start Copying Files
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21. Click Next at the NEC Telephony Service Window.
Figure 2-18 NEC Telephony Service Setup Wizard
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22. Define the Installation Folder or Click Next to accept the default folder.
Figure 2-19 Telephony Service Select Installation Folder
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23. Click Next at the Confirm Installation Window.
Figure 2-20 Telephony Service Confirm Installation Start
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24. Click Close at the Installation Complete Window.
Figure 2-21 Telephony Service Installation Complete
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25. If you chose the Quick Message Client, the installation begins. Click Next at the
Quick Message Client Window, or go to Step 29, if you do not choose to install
at this time.
Figure 2-22 Quick Message Client Setup Wizard
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26. Define the installation folder or click Next to accept the default folder.
Figure 2-23 Quick Message Client Install Folder
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27. Click Next at the Confirm Installation Window.
Figure 2-24 Confirm Quick Message Client Installation
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28. Click Close at the Installation Complete Window.
Figure 2-25 Quick Message Client Install Complete
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29. Click Next at the NEC Installer Window showing what was installed.
Figure 2-26 NEC Installer Summary
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30. Click Finish.
Figure 2-27 Installation Complete
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SECTION 2 SMB8000 DESKTOP APPLICATIONS SYSTEM PROGRAMMING
The following table lists the SMB8000 System programming related to the Desktop
Applications.
Table 2-1 SMB8000 Desktop Applications System Programming
Program Description Input Data
10-12-03 CD-CP00-US Network
Setup Default Gateway
Define the default gateway to be
used by the IPLA interface.
0.0.0.0 ~ 126.255.255.254
128.0.0.1 ~ 191.254.255.254
192.0.0.1 ~ 223.255.255.254
(Default = 0.0.0.0)
10-12-09 CD-CP00-US Network
Setup IP Address
Define the IP Address for the
IPLA interface.
0.0.0.0 ~ 126.255.255.254
128.0.0.1 ~ 191.254.255.254
192.0.0.1 ~ 223.255.255.254
(Default (slot1) = 172.16.0.10, (slot4) = 172.16.0.13)
10-12-10 CD-CP00-US Network
Setup Subnet Mask
Define the Subnet Mask for the
IPLA interface.
128.0.0.0
240.0.0.0
254.0.0.0
255.192.0.0
255.248.0.0
255.255.0.0
255.255.224.0
255.255.252.0
255.255.255.128
255.255.255.240
255.255.255.254
192.0.0.0
248.0.0.0255.0.0.0
255.224.0.0
255.252.0.0
255.255.128.0
255.255.240.0
255.255.254.0
255.255.255.192
255.255.255.248
255.255.255.255
224.0.0.0
252.0.0.0
255.128.0.0
255.240.0.0
255.254.0.0
255.255.192.0
255.255.248.0
255.255.255.0
255.255.255.224
255.255.255.252
(Default - 255.255.0.0)
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10-20-01 Lan Setup for External
Equipment - TCP Port
Define the TCP port for the LAN
CTI and O&M communication
between the CD-CP00-US and
the Desktop Applications.
0-65535
Device 1 (1st-Party CTI used only if 3rd-Party Shared
Services is used) = 0 (Port 8181 recommended.
(Default -Device 9 (LAN CTI Port) = 0 (Port 8282
recommended), Device 11 (O&M Port) = 8110)
10-46-01 SIP Multiline Server
Setup - Register Mode
Define the way the Desktop
Application Softphone will
register with the system. Desktop
Configuration must be set to
match this setting or it will not
launch.
Refer to Chapter 10 Desktop
Registration and Softphone
Override for more information
about registration mode.
0 = Normal
1 = Auto
2 = Manual
(Default = 0)
0 = Normal mode:
When the SP310 launches, it will report the ext.
assigned in the Desktop Configuration or choose the
next available extension in the system. No password
required.
1 = Autos
If set to auto then the SIP user
name and password must be
entered in the Desktop Configuration. These settings
must match 84-22/15-05-27, or the
Softphone) will not come on-line.
2 = Manual:
When the Desktop Application launches, it will prompt
user to enter a user id and password before logging in. It
checks this user id/password against 84-22/ 15-05-27. If
there is no match, the Softphone will not come online.
15-05-27 IP Telephone Terminalbasic data setup - Personal ID
Index
Used when the Softphone or SIPMultiline
telephone is using manual or
auto registration. Assign each
phone a unique personal index.
Then go to command 84-22 to
assign the user name and
password.
0-512
(Default = 0)
15-05-28 IP Telephone Terminal
basic data setup - Addition
Information Setup
Talking Party Off
Set to 0 for Desktop Application
Softphone.
0 = Disable
1 = Enable
(Default = 0)
15-07-01 Programmable
Function Keys
Assign function keys like DSS/
One Touch Trunk Appearancekeys to the Desktop Application
station. To retrieve an internal call on
hold, the station needs anICM key (0
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