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Alcatel-Lucent OpenTouch™ Connection for PC User guide

R2.0.2 8AL90632USABed01 September 2014

OpenTouch™ Connection for PC

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Table of content

1. OpenTouch™ Connection for Personal Computer................................................................... 3 2. Logging in ................................................................................................................ 3 3. Application menu ....................................................................................................... 4 4. Route your calls ......................................................................................................... 5 5. Status/Information ..................................................................................................... 5 6. Incoming call ............................................................................................................ 6 7. Starting a call ........................................................................................................... 6

7.1 Direct dialing ...................................................................................................... 6 7.2 Calling by name ................................................................................................... 6 7.3 Predictive search ................................................................................................. 7 7.4 Extended search .................................................................................................. 7 7.5 Redial .............................................................................................................. 7 7.6 Display contact information card .............................................................................. 8

8. Instant Messages ........................................................................................................ 9

8.1 Sending IM ......................................................................................................... 9 8.2 Answering an instant message .................................................................................. 9

9. Favorites ................................................................................................................10

9.1 Add a contact to the favorite list of contacts ...............................................................10 9.2 Remove a contact from the favorite list of contacts .......................................................10

10. Events dashboard ...................................................................................................11

11. Calls (Tab: ) ....................................................................................................11

11.1 Outgoing call .....................................................................................................11 11.2 Ongoing call ......................................................................................................11 11.3 Three-party conference ........................................................................................12 11.4 Multiple calls .....................................................................................................12 11.5 DTMF dialog box .................................................................................................13 11.6 Mute ...............................................................................................................13

12. Notifications (Tab: ) ............................................................................................14

13. Call history (Tab: ) ............................................................................................16 14. User Customization ................................................................................................17

14.1 Start ...............................................................................................................17 14.2 General ...........................................................................................................17 14.3 Passwords .........................................................................................................18 14.4 Phone numbers ..................................................................................................18 14.5 Greetings .........................................................................................................19 14.6 Call settings ......................................................................................................19 14.7 Search/Call box ..................................................................................................20 14.8 Desktop alerts....................................................................................................20 14.9 Notification window.............................................................................................21 14.10 Update .........................................................................................................21 14.11 IBM Notes ......................................................................................................21

Alcatel, Lucent, Alcatel-Lucent and the Alcatel-Lucent logo are trademarks of Alcatel-Lucent. All other trademarks are the property of their respective owners. The information presented is subject to change without notice. Alcatel-Lucent assumes no responsibility for inaccuracies contained herein. Copyright © 2014 Alcatel-Lucent. All rights reserved.


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1. OpenTouch™ Connection for Personal Computer

OpenTouch Connection for PC is an enterprise-grade softphone application that manages communications easily and efficiently, all from the computer desktop. The application complements or replaces deskphones, and can: manage incoming and outgoing calls; display when contacts are available; provide a snapshot of all activities (call backs, new voice mail, missed calls); search for local or corporate contacts; send/receive instant messaging and access some collaboration services and manage voice messages. All this functionality is available from any location and uses a single identity no matter what device is used.

2. Logging in

Login can be automatic when you start a Windows session. My Instant Communicator remains active throughout the Windows session. Start OpenTouch Connection from the Windows Start menu or a Desktop shortcut.

When connected, OpenTouch Connection comprises a system tray icon and a search/dial bar.

System tray icon:

Search/dial bar: The search/dial bar can also be floating on the screen display. The floating bar is always visible unless you use the key sequence CTRL+CTRL (default configuration) to hide/show the bar.

Click the option icon on the search/dial bar and select “Floating Deskbar” .

Enter the username and password. Select the Remember password box to automatically remember the user name and the password every time you start OpenTouch Connection. A user option is also available to automatically start OpenTouch Connection when you log on to Windows.


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3. Application menu

You can display the application menu by left- or right-clicking on the system tray icon.

Open a web page to the user documentation

Open the About dialog box

Customize the application

Show or hide the search/dial bar

Open the default email client (client is displayed in foreground if application is already running)

Open the main OpenTouch Connection window (“Events Dashboard”); this is also the default window that opens when you double-click the System Tray icon

Opens the Favorite Contacts window, displaying all the contacts that tagged as favorites.

Access the presence selection options

Route all calls to voicemail or any phone number and change the current device for all incoming and outgoing voice communications while keeping a single identity

Exit the application


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4. Route your calls

With the OpenTouch Connection, you can use a single business identity and a single phone number for all of your devices: personal computer, mobile phone, deskphone, etc. You can also switch between desk and soft phone mode when moving around with your PC or laptop.

People can reach you on one phone number regardless of which device you’re using. Change the current device for all incoming and outgoing voice communications while keeping a single identity.

Home phone: displayed if set in the user settings. Mobile: displayed if a professional mobile number is associated with the user account. Other: enter any other number that can be used for managing incoming and outgoing voice communications (e.g. phone set in a meeting room)

Route all calls to voicemail or any other phone number

Specify personal phone numbers such as a home phone, mobile phone or colleague’s phone

5. Status/Information

The System tray icon is context sensitive.

There is an incoming call (e.g. voice call)

There is an incoming event (new voice mail, missed call, callback request)

There is no phone set associated

User is available

User will be right back

User is busy

User is offline, presence status is unknown or user unavailable

Example when the user is busy or on the phone.

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6. Incoming call

Take the call

Transfer the call to another device (mobile, home, etc.)

Send an Instant Message @ Send an email

Close the incoming call toast

7. Starting a call

To call a contact, either by number or by name, go to the search box on the status bar.

7.1 Direct dialing

Type in the number to dial or drag and drop a number from any desktop application to automatically start the call

As soon as a number is entered, the handset icon is displayed.

7.2 Calling by name

Type in the name or drag and drop it from another application to automatically run the look-up request. You can enter initials or characters from the firstname/lastname for searching contacts.

As soon as a name is entered, the book icon is displayed. Once the search is complete, the search results window opens:

Microsoft Outlook contact (personal contact)

Use the Up and Down arrows to browse the results list

Corporate contact (contact stored in an LDAP directory)

Close the search result window

Display the email address of a contact: hover on the contact. Display the contact card: double-click on the contact.


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7.3 Predictive search

Enter the first few letters of the contact you want to reach. As you enter the letters, any possible matching names are displayed.

Click on a contact to start the call.

Last action performed was calling this contact Display the contact information card

Last action performed was looking up the contact’s information card

7.4 Extended search

You can extend the contacts search using attributes (department, job title, etc.). These extended attributes are defined by the system administrator (up to 5 items).

Click the option icon in the search/dial bar .

Click the criteria you want to use when searching for a contact. The default option is Search by name.

7.5 Redial

Click the search/call area to automatically display the last 10 entries (dialed numbers or directory lookups).

Click on a contact to start the call.

last action performed was calling this contact Display the contact information card

last action performed was looking up the contact’s information card


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7.6 Display contact information card

When you have found the contact, click the arrow on the right of their name to display their ID card and

access additional services ( ).

The following services are proposed:

Click on this icon to call the contact.

Send an Instant Message

Call the contact on a number other than the office phone (mobile, colleague, etc.)

Leave a voice mail for your contact.

Your contact is part of your favorites (purple color). Click on this icon to remove the contact from your favorite contacts list.

Your contact is not part of your favorite list (white color). Click on this icon to add the contact to your favorite contacts list.

@ Send an email by clicking on your contact’s address

Close the contact card

The contact picture is only displayed if available. The presence of your contact (OpenTouch users only) is displayed by a thick line at the bottom of the contact picture, as follow :

User is available

User will be right back

User is busy

User is offline, presence status is unknown or user unavailable


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8. Instant Messages

You can send and receive instant messages with one or more contacts. Depending on the configuration you can also access to collaboration services such as data sharing or conferencing scheduling.

8.1 Sending IM

You can send instant messages to your contact by clicking on the instant message icon ( ) of the contact card.

Once the instant message icon is clicked, the instant message session opens.

Enter the message to send to your contact.

Access the emoticons library.

Send the message to your contact. You can also press the Return key.

Hide or show your contacts.

8.2 Answering an instant message

When an instant message is sent to a contact, a pop up appears on the contact side.

Answer to the instant message and start an instant message session.

Call the sender of the instant message.

Ignore the instant message. @

Send an email to the sender of the instant message.


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9. Favorites

You can access the list of your favorite contacts by clicking on the “Favorite contacts” menu from the

application menu ( ).

Clicking on the contact opens the contact card and allows to call, send IM, …

9.1 Add a contact to the favorite list of contacts

You can add a contact to your favorite contacts via the contact card.

Your contact is not part of your favorite list (white color). Click on this icon to add the contact to your favorite contacts list. The color icon changes to purple.

9.2 Remove a contact from the favorite list of contacts

You can remove a contact from your favorite contacts via the contact card.

Your contact is part of your favorites (purple color). Click on this icon to remove the contact from your favorite contacts list. The color icon changes to white.


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10. Events dashboard

Double-click the OpenTouch Connection icon in the System Tray to open the events dashboard (or select Open Events Dashboard from the menu)

Tab for ongoing calls (default tab when a call is in progress)

Tab for call history

Tab for notification (Default tab when there are no calls in progress)

Close the window

Call your voice mail box

11. Calls (Tab: )

11.1 Outgoing call

End the call

Leave a voice message (not available in softphone mode)

Request a call back (not available in softphone mode)

Access a menu for additional services such as send an email, display the DTMF keypad

11.2 Ongoing call

End the call

Access a menu for additional services such as send an email, display the DTMF keypad

Access the instant messages features


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Two voice calls (one ongoing, another on hold):

End the ongoing call (the other call remains on hold)

Connect the other call participants (transfer call)

Set up a 3-party conference call (not available in Softphone mode)

Access a menu for additional services such as send an email, display the DTMF keypad, audio control when using voice over IP

11.3 Three-party conference

Remove the latest participant from the conference call

Access a menu for additional services such as send an email, display the DTMF keypad, audio control when using voice-over-IP, leave the conference call

End the 3-party conference call (all participants are disconnected)

Access the instant messages features

11.4 Multiple calls

Click the conference or transfer icon to display the menu. The menu enables you to select the line on which to peform the corresponding action (conference or transfer).

End the ongoing call (the other call remains on hold)

Connect the other call participants (transfer call)

Set up a 3-party conference call (action is not available in Softphone mode)

Access a menu for additional services such as sendan email, display the DTMF keypad, audio control when using voice-over-IP


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11.5 DTMF dialog box

A DTMF dialog box automatically opens when you are connected to a voicemail box or an IVR. Simply enter the digits. A sound is then emitted and the digits entered appear in italics.

11.6 Mute

During a conversation you can mute the computer’s microphone (when using voice-over-IP). Click the mute icon to mute/un-mute the conversation.

Mute the current conversation (your contact doesn’t hear you)

Un-mute the current conversation (your contact hears you again)


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12. Notifications (Tab: )

Click on the notification icon ( )to check:

Callback requests

Missed calls

New voice messages

Display the list of callback requests

Display the list of new voice messages via a visual voicemail interface

Display the list of missed calls

Click an item to display the corresponding list of events (example below with missed calls).


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Call back requests

Click on to delete all items.

List of missed calls

Click an entry to call back. Click to display the contact information card. Right-click an entry to delete an entry or display the contact information card.

Click to delete all items.

Visual voicemail

Hover over an entry to display the duration of the message. Click an entry to play the message. Click to display the contact information card. Right-click an entry to delete it or display the contact information card.

Urgent messages are flagged in red .



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When you have selected a voice message to listen to, this window appears:

Playback bar to move forwards or backwardsin the message

Listen to the message on the computer’s speakerphone (available in Softphone mode only)

Previous message, Next message

Call the sender (use the presence indicator to check if the contact is on the phone or not)

Pause the message, Play/Resume the message

Hang up the voice session

@ Send an email

13. Call history (Tab: )

Display information about previous calls and quickly redial a partner

Click an entry to call back. Click to display the contact information card. Right-click an entry to delete it or display the contact information card.


Click to display:

Voice calls and voice messages

Voice calls only

Voice messages only


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14. User Customization

Right-click the My Instant Communicator icon in the System Tray and select Options to configure your preferences.

14.1 Start

Automatically run OpenTouch Connection

Automatically run the application when you log on to Windows

Automatically sign in to the application

Automatically sign in when starting the application

Server name Server name can be changed to connect to another server (application needs to be restarted)

14.2 General

TUI language Language of the Telephony User Interface (TUI – voice access)

Display language Display language of the user interface

Logging Used for debug purposes. Select “Turn on logging”, restart the application, perform your actions, then click the “Save log files” button. This will generate a zip file with all debug information.

Contacts If the option is not selected, contact pictures are no longer displayed


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14.3 Passwords

Main password Change the corporate password via a Web page (link to a URL defined by the system administrator)

TUI password Change the voice access password (Telephony User Interface)

14.4 Phone numbers

Professional Display of professional numbers. You can define a colleague’s phone number to use for diverting/forwarding incoming calls or transferring calls

Personal You can define personal phone numbers (mobile, home) to use for diverting/forwarding incoming calls or transferring calls


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14.5 Greetings

Greetings Select one of the voicemail box welcome greetings (greetings defined via the TUI): • Standard • Personal (internal calls can be distinguished from external calls) • Absence • Alternate 1, Alternate 2

Other options The following TUI voice messaging options can be enabled or disabled: • Answeronly mode • Personal assistant • Addressing messages by name • Automatic message playback • 24-hour mode • Confirmation when deleting a message

14.6 Call settings


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Call forwarding Enable (or disable) call forwarding to: • Predefined numbers: voicemail, professional mobile, colleague, personal

mobile, home phone; • Any other number.

Call forwarding can be enabled: • Without conditions • When phone is busy • When there is no reply • When phone is busy or there is no reply

Call overflow to my associate

Enable (or disable) call overflow to an associate. Call overflow can be enabled:

• When phone is busy • When there is no reply • When phone is busy or there is no reply

DTMF dialer If the option is not selected, the DTMF keypad will not be displayed during a call

14.7 Search/Call box

When I start OpenTouch Connection

When the application is started, display: • the search/call box in the taskbar • the search/call box as a floating deskbar

Show or hide the Search/Call box on the Desktop

When using the floating deskbar, define the key sequence to be used to show/hide the deskbar

14.8 Desktop alerts

Display settings Enter the duration of the alert.

Display a Desktop alert Display a toast window when receiving an incoming call.

Display a toast window when receiving an instant message.


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14.9 Notification window

Display settings The “Events Dashboard” window is automatically closed after the specified period (if there are no calls)

When a communication starts

If the option is not selected, the “Events Dashboard” window is not displayed when a call starts (use the System Tray icon in such cases)

14.10 Update

When an update is available for OpenTouch Connection

Indicate how to update the OpenTouch Connection application when a new version is available on the OpenTouch server: automatically, ask before or do not update

14.11 IBM Notes

If necessary, refer to the IBM Notes add-in options for telephony/messaging services documentation.

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