Avaya InTouch User Guide

InTouch User Guide

BCM

Business Communications Manager

Document Status: Standard Document Version: 01.02 Document Number: NN40170-102 Date: November 2009

The information in this document is subject to change without notice. The statements, configurations, technical data, and recommendations in this document are believed to be accurate and reliable, but are presented without express or implied warranty. Users must take full responsibility for their applications of any products specified in this document. The information in this document is proprietary to Nortel Networks.

Trademarks

Nortel, the Nortel logo, and the Globemark are trademarks of Nortel Networks. Microsoft, Windows, Windows XP, Windows Vista, MSN, and Windows Live are trademarks of Microsoft Corporation. Skype is a trademark of Skype Technologies. All other trademarks and registered trademarks are the property of their respective owners.

Contents

Chapter 1

Getting started . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5

About InTouch . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5

Minimum requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5

First Run . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6

Displays . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6

InTouch Panel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

InTouch tool bar display . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

Context sensitive menus. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

Active calls display . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

Chapter 2

Configuring contacts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

Adding and removing contacts from the InTouch contact list . . . . . . . . . . . . . . . . . . . 15

Managing contacts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

Prime contacts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

Searching contacts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

Amalgamating duplicated contacts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18

Managing Outlook contacts through InTouch . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19

Contents 3

Chapter 3

Viewing contact presences . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21

BLF (Busy Lamp Field) information via the BCM interface . . . . . . . . . . . . . . . . . . 21

Outlook Calendar mining . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21

Skype related presence in InTouch . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22

Skype related presence in MSN . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23

Chapter 4

Using InTouch features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25

Email features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25

Calendar items and appointments . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25

Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26

Call window errors . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27

Editing the phone number dialing behavior . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28

Instant Messaging . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28

Missed calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28

InTouch Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29

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4 Contents

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Chapter 1

Getting started

This section contains information on the following topics:

• “About InTouch” on page 5

• “Minimum requirements” on page 5

• “First Run” on page 6

• “Displays” on page 6

About InTouch

InTouch is an Outlook Add-In user application that runs on a Windows based PC and integrates Outlook, MSN, and Skype with BCM Call Management and Control. InTouch optimizes communications by providing consolidated presence information and by presenting a variety of communication options such as voice, email, and/or Instant Messaging (IM).

InTouch brings together the most popular forms of communications by providing direct one-touch interaction between telephony, email, calendar and IM.

Minimum requirements

Operating system:

• Windows XP Professional SP3

• Windows Vista SP2 Business, Ultimate or Enterprise (32 OR 64 bit)

.Net framework:

• Framework 3.5 Service Pack 1 – available from Microsoft’s web site

Microsoft Outlook:

• 2002 (XP)

• 2003

• 2007

Microsoft Exchange:

• 2000

• 2003

Skype (optional):

• 3.8.0.188

MSN (optional):

•

14.0

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6 Chapter 1 Getting started

BCM:

• BCM 50 Release 5.0

• BCM 450 Release 5.0

Windows Installer:

• Windows Installer 3.1

Client PC Hardware requirements:

• 1 GHz 32-bit (x86) or 64-bit (x64) processor

• 1 GB of system memory

• At least 20 MB of available space for installation and an additional 10 MB of available space for configuration and cached contact data. The space requirement for configuration and cache will vary dependent upon the number of contacts to be displayed.

• Network Connection. 10Mb/s minimum.

First Run

Running InTouch for the first time, if you have been granted access to more than 1 DN you are prompted to select your DN from a list of DNs configured for your use on the BCM.

If only 1 DN is available for the user InTouch will use that DN automatically.

If no DNs have been provisioned InTouch features are unavailable.

If you are using Skype, you are prompted by the Skype to allow Outlook.exe access to the application.

The InTouch panel will not have any contacts listed on the initial startup. For more information about adding contacts to your contact list, see “Adding and removing contacts from the InTouch

contact list” on page 15.

Displays

The InTouch user interface consists of various displays. The main displays are:

• The InTouch Panel: a fixed-width pane which resides on the Right hand side of any Outlook page – this display consists of various sub-displays that are automatically sized as required. The sub-displays are:

— The search panel.

— The InTouch Contacts List. The Prime Contacts (defined by the user) appear at the top

— Call pop-ups.

of the list, followed by all other added contact from all available sources (Outlook, BCM, Skype, and MSN).

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Note: The InTouch panel cannot be resized horizontally but will automatically resize vertically along with the Outlook window. The InTouch panel cannot be closed. To remove the InTouch panel the plug-in must be disabled or uninstalled. Please see the Outlook help for instructions on disabling addins.

Chapter 1 Getting started 7

• The tool bar display.

• Context (right-click or popup) menus.

• The Add Contacts dialog, used to add contacts from the various contact sources to the InTouch panel.

InTouch Panel

The central visual focus for InTouch is the InTouch Panel located on the right side of the Outlook screen. Figure 1"InTouch Panel" (page 8) shows the InTouch panel.

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8 Chapter 1 Getting started

Figure 1 InTouch Panel

Table 1 InTouch panel properties

Variable or field name Description

Search Enter a contact name to search for

that contact.

Missed Calls Opens the Missed Calls Screen.

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Table 1 InTouch panel properties

Variable or field name Description

Add Contact Opens the Add Contact screen.

For more information on adding contacts, see “Adding and

removing contacts from the InTouch contact list” on page 15.

Prime Contacts List of user defined Prime

Contacts. Prime contacts appear at the top of the contact list and have a white background. All other contacts are displayed below with a light blue background.

Active Call panel (bottom panel) Shows active call information.

Only appears when a call is in progress.

Dial box Allows you to call telephone

numbers from InTouch by entering the number and clicking the Dial button. Valid characters include numbers, *, #, and letters. Letters are translated into their numerical equivalent based on standard telephone keypads.

Chapter 1 Getting started 9

InTouch tool bar display

InTouch incorporates a number of Outlook toolbars. Toolbars are visible on the main Mail, Calendar, and Contact folder views, as well as the following (depending on the version of Outlook):

• Outlook 2002/2003 – individual mail contact and calendar items

• Outlook 2007 - mail reading view (not composing new mail view), contact view, and appointment view (not meeting view)

The Toolbars display as much information and activities as are available for the contact associated with the currently selected item. For email items this contact is the sender of the email. InTouch attempts to find a matching InTouch contact based on a unique identifier assigned by Outlook or the first InTouch contact with a matching email address.

For Outlook contacts it is the contact itself and any details of other contacts that might have been amalgamated with that Outlook contact. For appointment items that were created by scheduling a callback using InTouch, it is the contact that the callback was scheduled against.

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10 Chapter 1 Getting started

Figure 2 InTouch Tool bar

Table 2 InTouch tool bar properties

Variable Description

Call Call the contact through the BCM,

using Skype, or a voice-chat session using Skype or MSN.

Instant Messaging Start a chat session using Skype or

MSN.

Email Start a blank email to selected email

Schedule a call Schedule a call to an available number.

Forward to voicemail Forward calls to your DN to voicemail

Forward to: Forwarding your DN to another

Clear Call Forward Clear Call Forwarding from your DN

Do Not Disturb Enable do not disturb on your DN

address.

(indicated on the handset if successfully activated).

pre-configured or ad-hoc number (indicated on the handset if successfully activated).

(indicated on the handset if successfully activated).

(indicated on the Handset and Telephony presence status at the bottom of InTouch if successfully activated)

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+ 22 hidden pages