user guide for cisco uc integration for microsoft lync 11 · pdf fileuser guide for cisco uc...

User Guide for Cisco UC Integration for Microsoft Lync 11.6

User Guide 2

Introduction 2

Calls 2

Check Your Voice Messages 5

Click to Call 5

Start a Chat 6

Meetings 7

Customize 7

Accessibility 11

Troubleshooting 13

Revised: June 20, 2016,

User Guide

IntroductionWelcome to Cisco UC Integration for Microsoft Lync. This application extends the presence and instant messaging capabilities ofMicrosoft Lync or Skype for Business by providing access to a broad set of Cisco Unified Communications capabilities. Here aresome of the things you are able to do:

• Make and receive voice and video calls through Cisco Unified Communications Manager.

• Drag and drop and right-click directly from Microsoft Lync or Skype for Business to make a call.

• Instant Messaging and Presence integration with Microsoft Lync or Skype for Business.

• Mute, hold, and transfer during calls.

• Software phone or desktop phone mode selection.

• Communications history of missed, placed, and received calls.

• Audio and visual notification of incoming calls.

• Ad hoc conferencing.

• Visual voicemail.

• Click to Call from Internet Explorer, Microsoft Outlook and other Microsoft Office applications.

• Start a Cisco WebEx meeting.

• Service Discovery.

Calls

Call From Docked Window

Procedure

Step 1 Select the dockable window.Step 2 Begin typing the name of the contact in the search box.Step 3 Select the desired contact from the search results.Step 4 Use the call icon beside the phone number to place a call.

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Call From Call History

Procedure

Step 1 Select the dockable window.Step 2 Select the Recents icon.

The hub window opens.Step 3 Select the desired phone number from the list.Step 4 Use the call icon beside the phone number to place a call.

Drag and Drop ContactsYou can drag and drop your Microsoft Lync or Skype for Business contacts to initiate a call.

Procedure

Step 1 Select your contact in Microsoft Lync or Skype for Business.Step 2 Drag and drop the contact to the dockable window.

A call is placed to the contact.

Select your Preferred Phone Device

Procedure

Step 1 In the hub window, open the Phone Controls drop-down menu.Step 2 Select your preferred phone device.

Add Custom RingtonesYou can add a custom ringtone and set it as your incoming ringtone. All sound files must be in .wav audio format. Supported formatsinclude:

•WAV_FORMAT_PCM_8KHZ



•WAV_FORMAT_PCM_24KHZ_STEREO

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•WAV_FORMAT_PCM_48KHZ_STEREO

•WAV_FORMAT_MU_LAW_8KHZ

•WAV_FORMAT_A_LAW_8KHZ

•WAV_FORMAT_G729

Procedure

Step 1 Navigate to the Ringtones folder on your system. A typical installation path is: C:\Program Files (x86)\CiscoSystems\CUCILYNC\Sounds\Ringtones.

Step 2 Copy the custom ringtone file into the Ringtones folder.You can now see the new ringtone option on the Sounds and Alerts tab of the Options window.

Control Far-End CameraIn calls that support far-end camera control, you can adjust the far-end camera to give you a better view during video calls or youcan control the conference layout of cameras. A Show Far End Camera Control icon is displayed in your call if the far-end camerais enabled for control. When you select the icon, depending on the way that the call is connected, you can either use it to move thefar-end camera or change the conference layout of video screens.

If you call a unit or person directly that has a device with a controllable camera, you can control the far-end camera even if multiplepeople call into that device at one time. However, if you call a Cisco bridge, then you can only control the conference layout byselecting how you want the various cameras to be displayed on your conference call.

Before You Begin

This feature is available to you if the system you are calling supports it, and if your administrator has enabled it for you. You alsoneed to be in softphone mode, which means you've selected Use my computer for calls in your hub window.

Procedure

Step 1 After you have started a video call, select the Show Far End Camera Control icon.Step 2 Use the pan, tilt, and zoom button to control the call.

• For direct calls to devices, use the controls to pan the camera left or right, tilt the camera up or down, and zoom thecamera in and out.

• For calls to bridges, use the controls to select the conference layout that you want to use.

You can also use the following keyboard shortcuts to manually control the camera:

DescriptionOption

Up arrow keyTilt up

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DescriptionOption

Down arrow keyTilt down

Left arrow keyPan left

Right arrow keyPan right

Plus sign (Shift + Equal key)Zoom in

Minus sign keyZoom out

Check Your Voice Messages

Procedure

Step 1 Select the voice messages tab on the hub window.Step 2 You can listen to your voice messages by selecting a message to play.

You can delete your message by right-clicking it and selecting Delete.

Click to Call

Call from Microsoft Outlook

Procedure

Step 1 Select an email in your inbox.Step 2 You can create a call using one of the following options:

• In the ribbon menu, select Call_sender_name

• In the ribbon menu select the Recipients drop-down list. Choose the recipient you wish to call.

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Call from Microsoft Office Applications

Procedure

Step 1 Highlight a number in the current document.Step 2 Start a call using one of the following options:

• On the ribbon menu select one of the following:

◦Call

◦Call with edit—You can edit the number before creating the call.

• In Microsoft Word or Microsoft Excel you can right-click and select one of the following menu options:

◦Call

◦Call with edit—You can edit the number before creating the call.

Call from Internet Explorer

Procedure

Step 1 Highlight a number on a web page in Internet Explorer.Step 2 Right-click and select one of the following:

• Call

• Call with Edit..—You can edit the number before creating the call.

Start a ChatYou can start a Microsoft Lync or Skype for Business chat session from Cisco UC Integration for Microsoft Lync.

Before You Begin

This feature is not available when the supported versions of Microsoft Lync or Skype for Business are not running or the user is notlogged in.

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Procedure

Step 1 Right-click a contact in Cisco UC Integration for Microsoft Lync in either search results, the call history tab, or voicemailtab.

Step 2 Select Chat.

Meetings

Create a WebEx Meeting

Procedure

Step 1 Select a contact or multiple contacts from one of the following:

• Microsoft Lync or Skype for Business contacts list

• Recents list

• Voicemail

• Search results

Step 2 Right-click and selectMeet Now.

Customize

Call Options

Procedure

Step 1 In the hub window, select File > OptionsThe options window opens.

Step 2 Select the Calls tab.Step 3 You can choose an option for starting a call using video:

• Always start calls with video.

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• Never start calls with video.

Step 4 Select if the conversation window comes to the front for the following:

• On all calls

• On video calls only

• Never

Step 5 Select Apply.

Advanced Call Options

Procedure


Step 2 Select the Calls tab.Step 3 Select the Advanced >> button.Step 4 Choose an option for starting a call from Lync. When your contacts have more than one number you can choose one of

the following:

• You can start a call using the default number for the contact.

• You can select the number to call.

Step 5 Select if the caller information is displayed when a call is answered.Step 6 Select Apply.

Select Audio Devices

Procedure


Step 2 Select the Audio tab.Step 3 Choose your Speaker, Microphone, and Ringer/Alerts options.Step 4 Select Apply.

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Arrange Audio DevicesIf you have more than one audio device, you can arrange them in order of preference.

Procedure

Step 1 In the hub window, select File > OptionsStep 2 Select Advanced.Step 3 Select your audio device and use the up and down arrow to set the order.

Select Video Devices

Procedure


Step 2 Select the Video tab.Step 3 Choose your camera.Step 4 Select Apply.

Arrange Video DevicesIf you have more than one video device, you can arrange them in order of preference.

Procedure

Step 1 Select File > OptionsStep 2 Select the Video tab and then Advanced.Step 3 Select your camera and use the up and down arrows to set the order.

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Add Phone Account

Procedure

Step 1 Select File > OptionsStep 2 Select Phone accounts.Step 3 (Optional) Select Advanced to input the Cisco Unity Connection server information.Step 4 Enter the username and password for your Cisco Unity Connection account.

Add Meetings Accounts

Procedure

Step 1 Select File > Options.Step 2 Select theMeetings tab.Step 3 Select Edit account.Step 4 Select New Site from theWebEx Site drop-down list.Step 5 Enter the site and associate username and password in the fields provided.Step 6 Select Ok.

Integrate Your Calendar

Procedure

Step 1 Select File > Options.Step 2 Select the Calendar tab.Step 3 Select the calendar to integrate with the application.

10

Accessibility

Keyboard Shortcuts

Global Shortcuts

Keyboard ShortcutOperation

CTRL + Shift + ?Access the docked window

To show the docked window:Tip

1 Open the Hub window.

2 Select View > Show dockedwindow.

CTRL + Shift + DOpen the diagnostics tool.

Menu key

Shift + F10

Open the context menu

Incoming Calls


CTRL + LAnswer calls

CTRL + DDecline calls

CTRL + RReply to calls with chat

Active Calls


CTRL + KEnd calls

CTRL + SHIFT + FEnter or exit full screen mode

CTRL + SHIFT + BShow or hide self-view video

CTRL + Down ArrowMute or unmute your audio

CTRL + SHIFT + VStart or stop video

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CTRL + ALT + PDock or undock the call window

CTRL + SHIFT + HHold or resume calls

CTRL + SHIFT + K

Enter numbers on the keypad with yourkeyboard.

Tip

Open or close the keypad

CTRL + SHIFT + Up ArrowIncrease Volume

CTRL + SHIFT + Down ArrowDecrease Volume

CTRL + SHIFT + PlusOpen or close the More menu

CTRL + MOpen the Merge menu when calls are on hold

CTRL + SHIFT + TTransfer a call

CTRL + SHIFT + CStart a conference call

CTRL + SHIFT + SShow call statistics

Font SmoothingAdministrators who install and configure Cisco UC Integration for Microsoft Lync can control how font smoothing occurs.

The ForceFontSmoothing parameter specifies whether the client or the operating system applies anti-aliasing to text. By default, theclient applies anti-aliasing to smooth text.

If you want the operating system to apply anti-aliasing to text, set the ForceFontSmoothing parameter in the client configuration asfollows:<Policies><ForceFontSmoothing>false</ForceFontSmoothing>

</Policies>

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Troubleshooting

Presence Behavior

Expected Presence Behavior in Microsoft Lync or Skype for Business, when Cisco UC Integration for Microsoft Lync is Used forCalls

Mouse move deskphone or return fromidle

End a call using deskphone, statuschanges to:

End a call using softphone, statuschanges to:

On a call using thedesk phone, statuschanges to:

On a call usingthe soft phone,status changesto:

InitialPresence statein MicrosoftLync

XAvailableAvailableOn the PhoneOn thePhone/Custom

Available

AvailableInactive / IdleAvailableOn the Phone/CustomOn thePhone/Custom

Inactive / Idle

AvailableAway / IdleAvailableAway/IdleOn thePhone/Custom

Away / Idle

XBe right back/ManualBe right back/ManualBe right back/ManualBe rightback/Manual

Be right back/Manual

XOff work / ManualOff work / ManualOff work / ManualOffwork/Manual

Off work/Manual

XAppear Away /Manual

Appear Away /Manual

Appear Away /Manual

Appear Away /Manual

Appear Away/ Manual

XAvailableAvailableOn the Phone /Custom

On the Phone /Custom

Busy / Manual

AvailableBusy Idle(5 min) -Busy

AvailableBusy Idle (5 min) -Busy


Busy Idle (5min) - Busy

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Mouse move deskphone or return fromidle

End a call using deskphone, statuschanges to:

End a call using softphone, statuschanges to:

On a call using thedesk phone, statuschanges to:

On a call usingthe soft phone,status changesto:

InitialPresence statein MicrosoftLync

AvailableBusy Idle (10 min) -Away

AvailableBusy Idle (10 min) -Away


Busy Idle (10min) - Away

XAvailableAvailableOn the Phone /Manual

On the Phone /Manual

On the Phone/ Manual

XDo not Disturb /Manual

Do not Disturb /Manual



Do not Disturb/ Manual

Appear OfflineAppear OfflineAppear OfflineAppear OfflineAppear OfflineAppearOffline/Manual

This table describes the expected behavior in Microsoft Lync when Cisco UC Integration for Microsoft Lync is used for calls.

The different behavior when using a soft phone and desk phone for the inactive state is because when theuser responds on a soft phone when their machine is inactive, it will immediately become active.

Note

When a user sets their Microsoft Lync presence to Appear Offline and they make a call with Cisco UCIntegration for Microsoft Lync. During the call they set their Microsoft Lync presence status toAvailable,then their presence will automatically change to On The Phone if configured, otherwise the presencestatus will be Busy.

Note

Presence Issues

Presence showing Busy not On the Phone

Problem Description: When on an active call, Busy presence is showing instead of On the Phone.

Resolution: Cisco UC Integration for Microsoft Lync provides an On the Phone custom presence xml file, for information onconfiguring the registry keys see the Custom Presence Status in the Administration Guide for Cisco UC Integration for MicrosoftLync.

14

Presence Not Changing as Expected

Problem Description: When on an active call, Cisco UC Integration for Microsoft Lync doesn't change status.

Resolution: Cisco UC Integration forMicrosoft Lync changes status in certain scenarios, see the Presence Behavior section for furtherinformation.

Presence Not Showing In a Meeting

Problem Description: When a meeting is started and the meeting is shown in the meetings tab, the presence doesn't change.

Resolution: Microsoft Lync or Skype for Business controls the presence changing to In a meeting. Verify the following:

• Verify that Microsoft Lync or Skype for Business is connected with the Microsoft Lync or Skype for Business server.

• Verify that the Exchange Web Service (EWS) is deployed to Microsoft Lync or Skype for Business.

• Check the values for the Microsoft Lync or Skype for Business server parameters:

• CalendarStatePublicationInterval

•WebServicePollInterval

For further information check your Microsoft Lync or Skype for Business documentation.

Presence not Changing

Problem Description: Using a desk phone to make a call and presence doesn't change

Resolution: When you are using a desk phone your computer can be in Idle state. See the Presence Behavior section for moreinformation on states and presences.

Expected Presence When On a Call and In a Meeting

Problem Description: When on a call and in a meeting what is the expected presence.

Resolution: In Cisco UC Integration for Microsoft Lync the presence statuses In a Meeting, On the Phone and Busy have the samepriority, this is treated the same in Microsoft Lync or Skype for Business . The last presence set is the last presence shown.

Overrides Manual Presence

Problem Description: Manually changing presence to Away doesn't change to On the Phone when on a call, but manually changingpresence to Busy and on a call will change the status to On the Phone.

Resolution: In Cisco UC Integration for Microsoft Lync the presence status Away has priority over the presence statuses In a Meeting,On the Phone, and Busy.

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Cisco and the Cisco logo are trademarks or registered trademarks of Cisco and/or its affiliates in the U.S. and other countries. To view a list of Cisco trademarks, go to this URL: http://www.cisco.com/go/trademarks. Third-party trademarks mentioned are the property of their respective owners. The use of the word partner does not imply a partnershiprelationship between Cisco and any other company. (1110R)

Any Internet Protocol (IP) addresses and phone numbers used in this document are not intended to be actual addresses and phone numbers. Any examples, command display output, networktopology diagrams, and other figures included in the document are shown for illustrative purposes only. Any use of actual IP addresses or phone numbers in illustrative content is unintentionaland coincidental.

© 2016 Cisco Systems, Inc. All rights reserved.

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