CounterPath 1.5 Telephone User Manual

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eyeBeam 1.5

User Guide

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CounterPath eyeBeam 1.5

CounterPath Solutions, Inc. Floor 8, 100 West Pender St. Vancouver, BC Canada V6B 1R8 Tel: 1.604.878.0440 sales@counterpath.com www.counterpath.com

engineering, design, procurement, or manufacture, in whole or in part, without the consent of CounterPath Solutions, Inc.

CounterPath, eyeBeam, and the logo are trademarks of CounterPath Solutions Inc. The content of this publication is intended to demonstrate typical uses and capabilities of the eyeBeam 1.5

softphone application from CounterPath Solutions Inc. Users of this material must determine for themselves whether the information contained herein applies to a particular IP-based networking system.

CounterPath makes no warranty regarding the content of this docu ment, including—but not limit ed to—implied warranties of fitness for any particular purpose.

In no case will CounterPath or persons invo lved in th e pr oduct ion of th is do cumente d ma teria l be lia ble for any incidental, indirect or otherwise consequential damage or loss that may result after the use of this publication.

This manual corresponds to eyeBeam version 1.5.5

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CounterPath eyeBeam 1.5

Contents

Introduction ............................................................................................................................... 1

What is eyeBeam? .............................................................................................................. 1

Installation and Setup ................................................................................................................ 2

Getting Ready ..................................................................................................................... 2

Installing eyeBeam .............................................................................................................3

Configuring eyeBeam ......................................................................................................... 4

Setting up for Voicemail ..................................................................................................... 5

Setting up a Contacts List ................................................................................................... 5

Using the Softphone .................................................................................................................. 6

The Onscreen Phone ........................................................................................................... 6

Starting eyeBeam ................................................................................................................ 8

Placing a Call ...................................................................................................................... 9

Answering a Call ................................................................................................................ 10

Handling a Call ................................................................................................................... 11

Conference Calls ................................................................................................................. 13

Managing Calls and Contacts ................................................................................................... 16

Calls & Contacts Drawer .................................................................................................... 16

Contacts Tab ....................................................................................................................... 17

Calls Tab ............................................................................................................................. 21

Availability ......................................................................................................................... 23

Privacy Rules ...................................................................................................................... 27

Instant Messaging (IM) ............................................................................................................. 29

The eyeBeam Menu .................................................................................................................. 30

Options ................................................................................................................................ 31

SIP Account Settings .......................................................................................................... 43

Privacy Rules ...................................................................................................................... 56

Open Diagnostic Log and Folder ........................................................................................ 56

Appendix A: Application Hot Keys .......................................................................................... 57

Appendix B: Dialing Plan ......................................................................................................... 58

Appendix C: Contact List Headings ......................................................................................... 63

Appendix D: Location of Files ................................................................................................. 64

Appendix E: Alternative Ways of Running eyeBeam .............................................................. 65

Appendix F: Glossary ............................................................................................................... 66

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CounterPath eyeBeam 1.5

1 Introduction

1.1 What is eyeBeam?

CounterPath’s next generation telephony client, eyeBeam 1.5 lets you integrate your telephony experience with your desktop and mobile computer solutions. With the click of a button or the tap on the keyboard you can dial, answer, or choose how you want to personally manage your calls and availability. And whether you prefer wired or wireless, eyeBeam lets you use a multitude of headset devices to maximi ze your telephony exp erience, rather than being restricted by a traditional telephone receiver.

Designed to work over internet-based phone systems, eyeBeam provides Voice over Internet Protocol (VoIP) solutions using an internet-based telephony server within your company’s local area network and/or over your local internet VoIP service provider.

Standard Telephone Features

The eyeBeam 1.5 softphone has all the standard telephone features, including:

• Six lines.

• Call display and Message waiting indicator (MWI).

• Speakerphone.

•Mute.

•Redial.

• Hold.

• Do not disturb.

•Call ignore.

• Call history – list of received, missed, dialed and blocked calls.

• Call forward, Call transfer.

• Call record.

• Six-party audio conferencing.

• Four-party video conferencing.

Enhanced Features and Functions

The eyeBeam 1.5 softphone also supports the following VoIP features and functions:

• Instant messaging and presence using the SIMPLE protocol.

• Managed contact list – importing and exporting contacts between eyeBeam and other applications.

• Support for Intel® Centrino® Mobile technology, allowing eyeBeam to provide more consistent quality of

service across both wired and wireless networks using industry stan dards such as 802.11e.

• Log in with up to ten different VoIP service providers.

• Zero-touch configuration of audio and video devices; no tuning wizard is required.

• Acoustic echo cancellation, automatic gain control, voice activity detection.

• Support for the following audio codecs:

AMR Wideband (G.722.2), Broadvoice-32, Broadvoice-32 FEC, DVI4, DVI4 Wideband, G.711aLaw, G.711uLaw, G.722, G.723, G.726, G.729, GSM, iLBC, L16 PCM Wideband, Speex, Speex FEC, Speex Wideband, Speex W ideband FEC. For more information on audio codecs, see page 37.

• Support for the following video codecs:

H.263, H.263 1998, H.264.

• Automatic selection of the best codec based on the other party ’s capability, the available bandwidth, and

network conditions. eyeBeam switches the codec within a call in response to changing network conditions.

• SIP compliance to 3261 SIP standard.

• STUN and ICE NAT traversal. XTunnels for firewall traversal.

• Support for DTMF (RFC 2833, inband DTMF or SIP INFO messages).

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CounterPath eyeBeam 1.5

2 Installation and Setup

2.1 Getting Ready Obtaining Information from your Service Provider

After choosing a VoIP service provider, you will need information regarding specific account information to populate eyeBeam settings:

•User name

• Password

• Authorization Name

•Domain

• Proxy address and port *

• STUN server address and port*

• XTunnels server address and port* * value not used by all VoI P service providers

System Requirements

Audio Only All Features

Minimum Optimal Minimum Optimal

Processor Intel® Pentium II

400 MHz or equivalent Memory 128 MB RAM 128 MB RAM 256 MB RAM 256 MB RAM Hard Disk Space 15 MB 30 MB 30 MB 30 MB Operating System Windows® 98 Second Edition

Windows NT®

Windows® 2000

Windows® XP Connection IP network connection (broadband, LAN, wireless) Sound Card Full-duplex, 16-bit

Pentium III® 1.3 GHz or equivalent

Intel Pentium III 700 MHz or equivalent

Windows 2000 Windows XP

Pentium 4® 2.0 GHz or equivalent

Multimedia Device Requirements

eyeBeam requires both speakers and a microphone to make calls. Any of the following configurations are acceptable:

• External speakers and microphone

• Built-in speakers and microphone

• Dual-jack multimedia headset

• Bluetooth® multimedia headset

• USB multimedia headset

• USB phone.

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CounterPath eyeBeam 1.5

Optimized Devices

eyeBeam is optimized to work with the following:

• Actiontec Internet Phone Wizard

• Clarisys Claritel i750

• GN Netcom GN 8120 USB and GN Netcom 8110 USBXP

• Plantronics CS50-USB Wireless Office Headset System

• TigerJet RJ11 to USB Phone Adaptor (incorporating the Tiger560C)

• TigerJet USB Phone Set (incorporating the Tiger560C)

• VoIP Voice Cyberphone (V550MLR USB Phone)

• VoIP Voice Cyberphone K (V652VVMLR USB Phone)

• Legerity PhonePort™ PCI card

• Intel® 600SM PCI card.

Video Cameras

Calls made with eyeBeam will work without a video camera, but one is necessary to allow other parties to see your image. eyeBeam will work with most USB video cameras.

2.2 Installing eyeBeam

1. Run the eyeBeam setup executable file and follow the prompts in the install wizard.

2. At the final step of the wizard, select Launch eyeBeam to start using the softphone.

3. Click Finish to complete the installation.

Uninstalling eyeBeam

Uninstall eyeBeam as you would uninstall any other program: launch the Windows Control Panel, and select Add or Remove Programs. Follow the prompts.

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CounterPath eyeBeam 1.5

2.3 Configuring eyeBeam

1. Start eyeBeam as you would any other program: Use the Windows Start menu or double-click the

desktop icon. The softphone appears.

2. When starting eyeBeam for the first time, you will be prompted for the license key. Type in the license key or copy and paste it.

3. The Call display shows Initializing, followed by Discovering network. If no accounts have been set up, the final message is Awaiting proxy login information. You must set up accounts. See “Setting up Accounts” on page 4.

4. Make sure that you have enabled at least one account. You can enable more than one account at the same time. Each time you start eyeBeam, you will automatically be logged into every enabled account.

T o ena ble an account, cl ick at the top of the softphone, choose SIP Account Settings and click enable for the desired account. For more information on enabling, see page 43.

Setting up Accounts

1. Create the account: Click at the top of the phone and choose SIP Account Settings. Click Add. The Properties of Account window appears.

2. In the Account tab, complete the User Details area.

3. For the remaining tabs, you can accept the default settings, or you change them to suit your setup. Settings that you may need to change immediately include:

• Account tab, Domain Proxy area.

• Topology tab, if your computer is on a network and/or behind a firewall.

• The Security tab, if you want to set up secure calls. For complete details on the Account Settings window, see “SIP Account Settings” on page 43.

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CounterPath eyeBeam 1.5

2.4 Setting up for Voicemail

Your VoIP service provider may offer voicemail. If it does, then you can set up some voicemail features in eyeBeam. See “Account Properties – Voicemail” on page 46. In particularly:

• If you want to be able to connect to voicemail by clicking

on the Call display, you must complete the

Number to dial for checking voicemail field.

• If you want to be able to send incoming calls to voicemail by clicking on the Call display, you must complete the Number for sending calls to voicemail field.

2.5 Setting up a Contacts List

Use of a Contacts list is optional, but is the most efficent way to make calls. You can set up contacts in several ways:

• During a call that you place or recieve, you can add the other party to you contact list. See “Add to Contacts List” on page 11.

• You can add numbers to the Contacts list one by one. See “Adding a Contact” on page 18.

• You can import a contact list from a file or from another application. See “Importing Contacts” on page 20.

• You can retrieve a remotely stored contact list using WebDAV, XCap or HTTP. See “Using Remote Storage” on page 20.

For general information on contacts, see “Contacts Tab” on page 17.

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CounterPath eyeBeam 1.5

3 Using the Softphone

3.1 The Onscreen Phone

Adjust Camera

Display and Dialpad Calls & Contacts DrawerVideo Drawer

Minimize

Menu Close

Availability

Dial

Hang up

Speaker ControlMicrophone Control Auto Answer, Auto Conference Do Not Disturb, Conference

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CounterPath eyeBeam 1.5

Display

The following information and icons may appear on the Call display:

When the phone is ringing with an incoming call, click here to ignore. A message appears to the caller advising that the call could not be made. The phone stops ringing.

When the phone is ringing with an incoming call, click here to send the call immediately to voicemail. Information on voicemail is provided by your VoIP service provider; it is not part of eyeBeam. If this icon does not appear for an incoming call, then you have not set up a number for sending calls to voicemail. See “Account Properties – Voicemail” on page 46

You have new voicemail. Click this icon to access your voicemail messages. If clicking this icon does not connect to voicemail, then you have not set up for that number. See “Account Properties – Voicemail” on page 46

Y ou have missed an incoming call. To clear the icon, click on the the call are in the Missed Calls list in the Calls & Contacts drawer.

The duration of the current or last call.

Message area: During a call, this area may show your account balance (hours or currency). Contact your VoIP service provider for details.

Security: means the current call has signaling and media encryption.

means the call has only signaling encryption or no encryption.

Click to add this caller to your Contacts list. For information on contact lists, see page 16.

When a call is in progress, mute is on ( ), you are talking ( ), you are not talking ( ).

Video Draw er

This drawer appears only on versions of eyeBeam that include video functionality. To display this drawer, cli ck the black button toward the extreme left edge of the softphone application. You can open (display) and close

(hide) this drawer at any time. You can click the to display the standard window for setting camera properties; this is not an eyeBeam window.

You can detach this drawer, then reattach it, if desired. This drawer has two panels. The top panel shows incoming video (video from the ot her party). The lo wer pane l

shows outgoing video. The Start button lets you start an d stop video.

Calls & Contacts Drawer

This drawer displays your Contacts list, lists of recent calls, and availability information for you and your contacts. For more information, see page 16.

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CounterPath eyeBeam 1.5

3.2 Starting eyeBeam

1. Start eyeBeam as you would any other program: Use the Windows Start menu or double-click the

desktop icon. The softphone appears.

2. If you are prompted for a license key, then you have not yet set up eyeBeam. See “Configuring eyeBeam” on page 4.

3. Take the appropriate action:

• If one or more accounts have been set up, and at least one account is enabled, the next message is

Registering. eyeBeam attempts to log into every enabled account. When login is complete, the Call display shows Ready. Your user name is.

• If at least one account is set up but none are enabled, the SIP Accounts window appears. Enable one or

more accounts, and select the default account.To enable accounts and set a default, see “SIP Accounts” on page 43.

• If no accounts have been set up, the final message is Awaiting proxy login information. You must set up

accounts. See “Configuring eyeBeam” on page 4.

When you are logged in, the Call display shows Ready - Your username is. If several accounts are enabled, the name is that of the default account.

For general information on enabling, see “Rules for Enabled Accounts and Default Account” on page 43.

Showing and Hiding the Softphone

If you click to minimize the softphone, you will still be able to receive calls. If you exit when eyeBeam is minimized; eyeBeam wil start next time as minimized. You can set up eyeBeam so that when the softphone is covered or minimized, you will be notified when a call

comes in. See “Options – General – Alerts and Soun ds” on page 33.

Receiving a New Contact Request

If availability is enabled, then at any time, you may get a New Contact Request dialog box on your softphone. For informati on on this request, see “Availability” on page 23.

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CounterPath eyeBeam 1.5

3.3 Placing a Call

You can contact someone using:

• The SIP address (kpereira@domain.com)

• A traditonal phone number, if supported by your VoIP service provider

How Description

Keying 1. Enter the SIP address or number in the Call display using the softphone keypad or the computer keyboard.

• For the name, you can enter the entire name (kpereira@domain.com) or just the name (kpereira).

• If you start to enter a name and the Turn Letters feature is on, then these letters are converted to numbers. Press Clear, then press spacebar and try again. See “Options – General – Application” on page 31 for details on the Turn Letters feature.

2. Click or press Enter.

Partial keying As you key in an entry, a suggestion for completing the entry may appear. Press Tab to accept the suggestion.

Then click or press Enter.

Drag-and-drop Drag an entry from the Contacts tab or any of the lists in the Calls tab to the Call display. (For information on

Right clicking Right-click an entry on the Contacts tab or any of the lists in the Calls tab, and choose Phone this Person. (For

this drawer, see page 16.) If the Contacts list contains lots of contacts, use the field to filter the list. Then drag the entry.

information on this drawer, see page 16.) If the Contacts list contains lots of contacts, use the field to filter the list. Then right-click th e entry.

Redialing Press Redial. From Outlook

If you have set up contacts in

• Double-click the contact in the Contacts list in Outlook. The Contact dialog box appears.

• Click the in the top left corner and select the phone number to dial. As soon as you release, eyeBeam will be brought to the front (or will be started) and the call will be placed.

For information on how eyeBeam and Outlook contacts work together, see “Exporting Contacts” on page 20.

Microsoft® Outlook®, you can place a call from there.

If you have turned on Call Alerts, the Call Alert box appears at the bottom of the screen. For information on turning on alerts, see page 33.

You will hear a ringing tone while eyeBeam attempts to make a connection.

Encryption

The outgoing call may be encrypted, depending on your security setti ngs. For information on the current security settings, see page 52.

• If an encrypted call is established, the icon appears o n the C all di spla y. This icon indicates that the call is guaranteed to be secure between you and your proxy, and may or may not be secure beyond that first hop. See page 52 for more details on how encryption works.

• If an unencrypted call is established, the unencrypted icon appears.

• If the call cannot be established with the specified security, the call will fail.

Ending a Call

Click on the Call display or Call Alert box. Details of the call remain on the Call display. To clear the Call display, click

Note that selecting another line does not hang up; it puts the call on hold.

Clear.

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CounterPath eyeBeam 1.5

3.4 Answering a Call

eyeBeam must be running to answer incoming calls. (If eyeBeam is not running, incoming calls may be directed to voicemail, but check with your VoIP service provider to be sure.)

The softphone rings and the line of the incoming call is lit. If you have Call Alerts on, the Call Alert box appears. If you have the Bring to front feature on, the phone comes to the front of the screen. For information on alerts and Bring to front, see page 33.

The SIP adddress of the person calling you is displayed. If the SIP address for this person appears in your Contacts list, the SIP address is converted to the display name for th at address. For example, sip:kpereira@domain.com appears as “kokila”.

You can answer the call in any of these ways:

• Click on the softphone or click Answer on the Call Alert box.

• Click the line number on the softphone.

• Press Enter (on the keyboard), if the softphone is the active application.

You can ignore the call in any of these ways:

• Click on the Call display; a message appears to the caller advising that the call could not be made. The phone stops ringing. The call is added to the Received Calls list.

• Click on the Call display, to send the call immediately to voicemail. Information on voicemail is provided by your VoIP service provider; it is not part of eyeBeam.

• Leave it and allow it to eventually go to voicemail .

You can permanently ban the caller:

• Click on the Call display;The call is added to the Received Calls list

• In the Received Calls list, click the entry, right-click, and choose Ban this Person.

Ending a Call

Click on the Call display or Call Alert box. Details of the call remain on the Call display. To clear the Call display, click

Clear. Note that selecting another line does not hang up the current call; it puts the call on hold.

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CounterPath eyeBeam 1.5

3.5 Handling a Call

While the Call Is in Progress

Video

If your version of eyeBeam includes video, click Start on the Video drawer to send video to the other party. You will see the other party in the top video panel if they have enabled video at th eir end.

Adjusting Volume and Muting

Use the microphone slider (on the left) to adjust the volume of your voice for your listeners. Use the speaker adjustment (on the right) to adjust the sound you are hearing.

Mute

Click on the dial pad to prevent the other party (or parties for a conference call) from hearing you. The icon appears on the Call display. When you mute, you may also want to stop video feed, if any.

Speakerphone

Click on the dial pad to put the caller (or callers for a conference call) on the speaker phon e. You must have a speakerphone device.

Call Record

Click REC at any time during the call. Click again to stop recording. Recordings are saved as WAV files (for audio) AVI files (for video), in the location specified in the Option s window. (Click near the top of the Call

display and select Options, then display the Application pane.)

Call Information

To view information such as the current codecs, hover over the line button (for example, line 1) that the call is being made on. Information appears in the tool tip.

Add to Contacts List

At any time during a call, you can click on the Call display to add the other party to your Contacts list. For information on the fields on the dialog box and on contacts list in general, see page 17.

Unattended (Basic) Call Transfer

To transfer without informng the third party that a call is coming their way:

1. Click XFER on the dial pad. The line and the XFER LED turn blue.

2. Enter the number to which the call is to be transferred. For example:

• Enter the name or number and press Enter.

• Drag an entry from any tab in the Calls & Contacts drawer to the Call display.

The message Requesting basic transfer appears. At this point, the call is no longer under you control; you cannot cancel the transf er.

Attended (Supervised) Call Transfer

To first inform the third party that a transferred call is coming their way:

1. Select an available line. The original call will automatically be put on hold.

2. Call the third party.

3. After the third party answers, and when you are ready to make the transfer, click XFER. The line of the original call is now red, while the line of the third party is blue.

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4. Select the original line (the line that is red). The transfer is made and the line s on your softph one are now free (black).

Placing a Call on Hold

Click Hold or click the line or click another line. To resume a call that is on hold, click the line.

AA – Auto Answer

Click AA on the dialpad to automatically answer calls as they come in.

Flash

The Flash button on eyeBeam works the same way as Flash or Link works on a traditional telephone. Click Flash on the dialpad.

• If you are on an active call, clicking Flash will provide a new line. The active calls is put on hold.

• If a call is coming in, clicking Flash will pick up the call.

• If a line is on hold, clicking Flash will pick up the line.

The exact functionality depends on how your VoIP service provider supports Flash.

Sending to Voicemail, DND, and Forwarding Calls

Send to Voicemail

When a call comes in, you can send it to voicemail by clicking on the Call display. You can access your voicemail messages by clicking the on the Call display (this icon is only displayed if

you have new messages). For important information on how voicemail works, see “Setting up for Voicemail” on page 5.

DND – Do Not Disturb

Click DND on the dialpad. All incoming calls will be sent to voicemail or given an audi ble “busy” indication, depending on how the VoIP service provider has set up this featur.

Forwarding Calls

You can enable or disable forwarding. When forwarding is enabled, every call comes in will be forwarded to another phone number (other than voicemail). To enable forwarding, click at the top of the phone and

choose SIP Account Settings. Click Properties, click the Voicemail tab, and complete the Forwarding section. For complete details, see “Account Properties – Voicemail” on page 46.

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CounterPath eyeBeam 1.5

3.6 Conference Calls

There are three ways to set up a conference call:

• “Manual Setup: AA Off and AC Off”, below

• “AA Off and AC On” on page 14

• “Conference Server Mode: AA on and AC On” on page 14

Manual Setup: AA Off and AC Off

You can host a conference by calling the other parties involved, or by allowing them to arrange the call themselves.

Starting a Conference Call

To host a conference between several callers:

1. With one active call on one of the lines, place the call on hold by either:

• selecting another line and dialing a third party, or

• clicking an incoming call.

2. To conference in all lines, click CONF. All lines will be part of the conference – both the lines on and the line you are speaking to (if any).

3. To suspend the conference, click CONF again to p lace the ot her parties on hold. The other participants cannot speak to one another.

You can talk privately to one line by clicking the appropriate line. If another call comes in while the conference is on hold, you can choose to answer this line. If you then click CONF again, all lines (including the new line) will be added to the conference.

4. To restart the conference, click CONF again.

Note that you can be the host even if you di d not initiate the call to the first person. For example, one person can phone you, then you can place and accept other calls, and establish the conference.

Adding a Party to an Active Conference

1. Place the conference on hold by clicking CONF.

2. Invite another party to the conference by either:

• Selecting the line of an incoming call.

• Selecting an available line to initiate a call to an outside party.

• Right-clicking a name in the C alls & Contacts tab. You can speak t o t hi s new party while the conference is on hold.

3. To conference in all lines, including the newcomer, click CONF.

Removing a Party during an Active Conference

1. Suspend the conference by clicking CONF.

2. Select the line of the participant who will be leaving the conference.

3. Say goodbye to the party then click .

4. Click CONF to re-establish the conference.

A party can also leave a conference on their own by simply hangi ng up.

Removing all Parties

If the conference call is in progress (not on hold), you can hang up on all parties and end the conference by clicking .

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AA Off and AC On

“You answer calls manually and eyeBeam adds each to the conference automatically”

1. Click AC on.

2. Manually answer the first call. There is no need to put the call on hold.

3. When the next call comes in, on another line, answer the call. As soon as you answer the call, a conference will be set up between the three parties.

• The conference is established even if you had another line on hold.

• All lines are included in the conference call, including all those that are on hold.

4. While the conference is in progress and if another call comes in, as soon as you answer the call, it will automatically be added to the conference. If the conference was on hold, it will be automatically be reestablished with all lines, both those on hold and those that are active.

Conference Server Mode: AA on and AC On

“eyeBeam acts as a fully-automated conference server”

1. Click AC on and AA on.

2. When the first call comes in, eyeBeam will automatically answer. You can speak to this person.

3. As new calls come in, eyeBeam will automatically answer them and add them to the conference call.

4. If you put the conference on hold and a new call comes in, it will automatically be added.

While the Call Is in Progress

Changing the Mode

While the conference call is in progress, you can change to any of the other modes by enabling the desired combination of AA and AC. eyeBeam will start handling the conference in the appropriate way.

Video in Conference Mode

If your version of eyeBeam includes video, click Start on the Video drawer to send video to the other parties. You will see the other parties in the top video panel (each in a separate tile) if they have enabled video at their end.

Adjusting Volume and Muting

Use the microphone slider (on the left) to adjust the volume of your voice for your listeners Use the speaker adjustment (on the right) to adjust volume of the sound you are hearing.

Mute

Click on the dial pad to prevent the other parties from hearing you. The icon appears on the Call display . When you mute, you may also want to stop video feed, if any.

Speakerphone

Click on the dial pad to put the callers on the speaker phone. You must have a sound device such as a sound card or USB device.

Call Record

Click REC at any time during the call. Click again to stop recording. Recordings are saved as AVI files. If you have not yet set up for recording, do so before recording: Click near the top of the phone and select

Options. Display the Application pane. In the Media area, enter the folder where you want the record ing fil e to be saved.

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Call Information

To view information such as the current codecs, hover over the line button (for example, line 1) that the call is being made on. Information appears in the tool tip.

Add to the Contacts List

At any time during a call, you can click on the Call display to add the other party to the Contacts list. For information on contacts lists, see page 16.

Multiple Conference Hosts

An eyeBeam conference call may include up to seven individuals—the conference host plus a participant on each of the six lines. You can establish multiple conference hosts in order to “daisy chain” together a conference call with more than seven participants.

For example, one person may host six other parties (to occupy all of it s available lines) with one of those parties being a conference of their own containing five othe r parties. This would bring the total number in the aggregate conference call to twelve.

In theory, such “daisy chains” would allow for an unlimited number of parties in a conference call. However, in a real scenario, the number of participants is limited by bandwidth constraints at each of the conference host’s computers, causing audio quality to degrade more and more as new partici pants are added.

eyeBeam will automatically switch to the best codecs available, as required (as participants are added). (For information on codecs, see “Options – Advanced – Audio Codecs” on page 37.) If the audio on the conference call is of poor quality, then your conference is probably beyond the limits of your very best codec: the conference is too big.

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4 Managing Calls and Contacts

4.1 Calls & Contacts Drawer

To display the eyeBeam Calls & Contacts drawer, click the black button toward the extreme right edge of the softphone application. You can open (display) and close (hide) this drawer at any time.

Your availability. See page23

Contacts. See page 17

Calls: received, dialed and blocked calls. See page 21.

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4.2 Contacts Tab

Your availability. See page23.

The Contacts menu

The search field

The availability of others. See page 23.

The Contacts tab displays your contacts and lets you specify multiple contact methods for them, including:

• SIP address (softphone)

• Home phone number

• Cellphone number

•E-mail.

You can identify one of these contacts as the primary contact method. You can phone any contact. If the contact has a SIP address, you can also and send instant messages, watch their

availability, and let them watch your availability. If the contact has an e-mail address, you can send an e-mail from eyeBeam.

Contacts are typically organized into groups. eyeBeam includes three built-in groups: “Family”, “Friends”, “Work”. You can add more groups, as desired.

Changing the Contacts List View

• To display the drawer in a resizeable window, detach the Calls & Contacts drawer.

• To show contacts organized into groups, click the Contacts menu and choose Show Categorized.

• T o show only the contacts who are set up for Available and who are currently online, click the Contacts menu and choose Show only contacts with availability.

• To sort contacts, click the Contacts menu and choose the desired sort rule.

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Using Contacts

Call a contact To use the person’s primary number, double-click or drag the contact to

the Call display.

E-mail a contact who has an e-mail address

To choose the number to use, right-click and choose desired number.

Right-click and choose

Send E-mail.

Call, then click the

Send an IM to a contact who

Right-click and choose

Instant Message.

has a SIP address

You can watch the contact’s availability , if the c ontact has a SIP address

See Table 2 on page 26 for the meaning of the availability icons. See “Availability” on page 23 for information on obtaining availability

information.

Managing Contacts

Adding, Deleting or Renaming Groups

Click the Contacts menu and choose Manage Groups.The Manage Groups dialog box appears.

• To create a new group, click New Group, type a name, and press Enter.

• To rename, click on the group so that only the text is selected. Type the new text and press Enter.

• To delete a group, select the group and choose Delete Group. The group is deleted. The contacts in that group are moved to No Group.

Adding a Contact

Click the Contacts menu and choose Add Contact. The Contact Properties dialog box appears, see below.

Finding a Contact

If the contacts list is long, use the field to filter the contacts that are displayed. To clear the filter and redisplay all contacts, clear the field.

Changing Contact Information

To change the information for a contact, right-click the contact and choo se Edit. The Contact Properties dialog box appears, see below. Some of the changes you can make are:

• Change any contact details.

• Add, delete or change a contact method.

• Change the primary contact method.

• Move a contact to another group by selecting a different group.

• Add an existing contact to more groups by selecting one or more extra groups.

• Change the Show this contact’s Availability checkbox to enable or disable availability information for this contact. For information on availability, see page 23.

Moving or Deleting a Contact

• To drag a contact to a different group, select it and drag it to the new Group name.

• To delete a contact, right-click the contact and choose Delete. The contact is removed from this group.

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Contact Properties Dialog Box

1. Enter the desired information on the two tabs.

2. When you click OK, the contact is added to the specified group or groups, with the specified primary contact method displayed in the list.

Table 1: Contact Properties Dialog Box

Field Description

Name Complete as desired. Display as Required. This is the name that will appear in the Call display and the Call Alert when this

person phones you.

Group(s) Either:

• Choose one group.

• Click Select More and select several groups. The new contact will be added to each group.

• Create a new group by clearing the field and typing in a new name. The new contact will be added to this new group.

• Clear the displayed group in order to add the contact to No Group

Contact Methods Enter as many contact methods as you want. E-mail and SIP entries must have the format

Show this contact’s Availability

Details tab Complete as desired.

<name>@<domain> If necessary, change the primary Contact Method.

Click in order to obtain this contact’ s availa bility and disp lay it on the Contacts list . This field is only enabled when a SIP address is specified.

This contact will have a beside their name in the Contacts list. Initially this icon will be gray, later its color will change to indicate the current availability.

For details on availability, see page 23.

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Importing Contacts

You can import a contacts list from:

• A comma-separated file. Use this method to impo rt from a Microsoft® Excel ® file. You will first have to set up the file; see below.

• A Microsoft® Outlook® or Microsoft® Exchange contacts list (a *.pst file).

• A vCard file (*.vcf file). A vCard is an electronic business card that is often attached to an email.

The new contacts will be added to the existing contacts.

1. Click the Contacts menu and choose Import. The Import Contacts wizard starts.

2. As soon as you click Finish on the wizard, the Contacts tab in eyeBeam is updated to show the imported entries. Note that none of the entries are set up with availability turned on; in orde r to view avail ab ili ty of contacts, you must modify the appropriate entries by changing the Show this contact’s Availability checkbox. See above for details.

Setting up an Excel File for Import

1. Remove any introductory text or headings from the top of the file. (You can keep text at the end of the file; it will be ignored during the import.)

2. Insert a blank row as the first row , then in sert the headi ngs that eyeBeam will us e to interpret th e meanin g of each column. The columns can be in any order. The most popular headings are:

• display-name

•entry_id

•given_name

• surname

• postal_address. For a complete list of headings, see “Contact List Headings” on page 63.

3. Save the file as *.csv.

Exporting Contacts

You can export a contacts list to a comma-separated file, a pst file or a vcf file.

1. Click the Contacts menu and choose Export. The Export Contacts wizard starts.

2. When you click Next, the export starts. The result is:

• For an Outlook export, the existing .pst file is updated to include the entries from the eyeBeam contacts

list. If Outlook is open, the entries immediately appear in the Contacts list. All information in the eyeBeam contacts list is exported to Microsoft Outlook. Only information that can be displayed in Outlook actually appears in the Outlook Contacts window. Typically this means that all SIP addresses are exported (and stored in custom fields) but not displayed in Outlook.

• For other formats, a new file of the specified type is created.

Using Remote Storage

A contacts list can be stored remotely for retrieval using HTTP, XCap or WebDAV. The contacts list must be formatted for the chosen protocol. Specify the remote location on the Accounts Storage tab; see “Account Properties – Storage” on page 51.

Each time eyeBeam is started, the contacts list i s retrieved from the remote storage. Each time a contact is a dded to the contacts list, it is immediately copied to remote storage.

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4.3 Calls Tab

There are three lists that show calls you have made and received:

• Missed Calls: incoming calls that you missed.

• Received Calls: incoming calls, both answered and missed.

• Dialed Calls: outgoing calls, both answered, unanswered and hung up.

• Blocked: an incoming call will be blocked (rejected) if it is from a person you have banned (see “Privacy Rules” on page 56) or if it is does not match the security option you have specified (see “Account Properties – Security” on page 52).

Managing the Lists of Calls

You can open and close each list to show or hide its contents.

Icon Meaning

This group is currently empty.

There are entries in this group.

There are calls in this group, and at least one is an unanswered call.

This group is currently expanded to show the contents.

This group is currently expanded to show the contents. At le ast one call is an unanswered call.

This call was answered.

This call was missed (unanswered).

You can select a list and click Calls in order to:

• Delete all entries from the list.

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You can right-click on an entry in the Received or Dialed list to:

• Ban this person. This person will not be able to send you ph one calls or instant messages, and wi ll not be able to see your online status. You can change these privacy rules at any time; see page 27.

• Delete the call.

• Add to contacts.The Add Contact dialog box appears. Complete the dialog box and press OK. For more information on the fields, see “Managing Contacts” on page 18.

Phoning and Sending IM from a List

You can right-click on an entry in the Received or Dialed list to:

• Phone this person.

• Phone this person and add them to a conference call that is in progress. For more information on conference calls, see “Conference Calls” on page 13.

• Send an instant message. For details, see page 29.

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4.4 Availability

Availability refers to the ability to see whether a person is available or not: online, on phone, busy, and so on. Availability information is displayed in the Calls & Contacts drawer.

You can publish your availability to contacts who have SIP addresses, and you can set up eyeBeam to view the availability of other contacts.

Availability of other people

Your availability

Sharing Availability

Watching Others’ Availability

T o be able to see the availabili ty of another person , either add that p erson to the Contact s list with the Show th is contact’s Availability field checked, or modify the existing contact informaton so that this field is checked. For

more information, see page 18. As soon as the person is set up in this way in your Contacts list, eyeBeam sends them a n otification request. Th e

request asks that you be able to see that person’s availability. If the person allows this request, then the icon beside their name (in your Contacts lists) becomes color coded (see below for details), so you can determine their availability.

Allowing Other Parties to See your Availability (Publishing your Availability)

Continuing from above, when the other person allows the notification request, your name is added to their Contacts list. As soon as you are added to their list, a reques t is sent back to you requesting t hat that they be able to see you.

If you do not yet have a privacy rule set up for this peron, this request appears to you as a New Cont act Request. (If you set up a privacy rule before this person has a chance to contact you, then you will never see this request. eyeBeam will automatically reply to the request according to the rule.)

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Respond to the request:

Button Next Action Result

Allow The other person will be able to see your availability. The

other person will be added to your privacy rules with “Show my Status” set to Yes.

Allow and add This button appears only if the other person is

not already on your contact list. When you click Allow and add, the Add

Contact dialog box appears. Complete the dialog box and press OK. For more information on the fields, see “Managing Contacts” on page 18.

Deny The other person will not be able to see your availability. The

Close the window The other person will not be able to see your availability. The

The other person will be able to see your availability. The other person will be added to your Contacts list. The other person will be added to your privacy rules with “Show my Status” set to No. (You can later change this rule; see page 27.)

In the future, you will not receive this request from this person, because you have set up a rule to allow or ban that person from seeing your availability.

In addition, this same request will be sent to the other person, so that you can see their availability.

other person will be added to your privacy rules with “Show my Status” set to No.

other person will not be added to your privacy rules.

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The following chart illustrates how the sharing of availability occurs.

Joseph Kokila

Joseph adds Kokila to his contact list

Availability icon is added for Kokila, colored gray

Joseph’s eyeBeam sends “let me see you”

Notification request to Kokila

Response sent

Kokila’s availability icon turns green

Kokila’s eyeBeam sends “let me see you”

Notification request to Joseph Joseph gets Notification request and responds “Allow and add”

Response sent

Kokila gets Notification request and responds “Allow and add”

Availability icon is added for Joseph, colored gray

Joseph’s availability icon turns green

Changing Availability Permissions

• If you no longer want another person to be able to see your availability, change the Show My Status field for that person on the Privacy Rules. See page 27. The icon for that person in the Contacts tab changes to Offline.

• If you no longer want to watch another person’s availability, remove them from the uncheck the Show this contact’s Availability field on the Contact Properties dialog box (see page 17).

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Setting your Availability

Changing your Availability

Click the down arrow beside the status indicator, and select the desired availability. See Table 2, below. When your availability changes, the new availability is sent to everyone who has permission to see your

availability

Setting up Availability Indicators

You can create custom availability indicators, or edit or delete custom or built-in indicators: In the Calls & Contacts drawer, click the down arrow beside your availability, and choose Availability Settings. See page 34 for details.

Indicator Meaning for your Availability Meaning for Others’ Availa bil ity

Auto-detect The availability will automatically be set as appropriate

• Available: You are logged on but not on the phone or idle.

• On the phone: As soon as you start a call or answer a call.

• Idle: You have not moved or clicked the mouse or pressed a keyboard key for the Idle period. Set the Idle period in Options - General - Status. See page 34.

Available Either:

• You have set your availability to this status

• You have set your availability to Auto-detect and eyeBeam has determined that you are logged on but not on the phone or idle.

Busy You have set your availability to this status.

Table 2: Availability Indicators

Not applicable

On the phone Either:

• You have set your availability to this status

• You have set your availability to Auto-detect and you are on a call.

Idle Either:

• You have set your availability to this status

• You have set your availability to Auto-detect and you have not moved or clicked the mouse or pressed a keyboard key for the Idle period. T o set the Idle period see “Options – General – Status” on page 34.

Away You have set your availability to this status.

Offline Not applicable The contact is either not logged on or else

is not set up for

no icon Not applicable You are not watching this contact’s

availability . T o start watching, see “Sharing Availability” on page 23.

availability.

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4.5 Privacy Rules

You can allow or ban another person from contacting you. There are separate rules for incoming phone calls, incoming instant messages, and availability detection. You can ban or allo w an individual person, or an entire domain.

You can also ban a person in the Received, Dialed or Blocked list. Right-click on the name and choose Ban this Person.

Privacy Rules Window

Click at the top of the phone and choose Privacy Rules. The Privacy Rules window appears.

Adding a Name or Domain

1. Click Add. The Add new privacy rules dialog box appears.

2. Complete the dialog box. If you click “Add rule for a person”, enter a SIP address. If you omit the domain, your domain is automatically added when you click Add. If you click “Add rule for a domain”, enter just the domain.

The new name is added to the Privacy Rule s list with all groups set to Yes or No.

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Changing Settings

T o change the setting s for an existing name, click in th e cell you want to change ; the value changes, for example from No to Yes.

Deleting an Entry

Click on the entry and click Delete. The entry is immediately deleted.

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5 Instant Messaging (IM)

Sending and Receiving an IM

To display the IM window, right-click any entry in the Calls & Contacts drawer and select Instant Message.

1. Type the message. Include emoticons and formatting, as desired.

2. Press Send.

You can press Ctrl-F to search for text in the large message area.

Click to place a phone call to the remote person’s SIP address area

Click to ban the remote person from sending instant messages to you, from calling you and from viewing your online status. To un-ban a person banned in this way, see “Privacy Rules” on page 27.

Conversation area

Message input area

Adding the Remote Party to your Contacts List

You can click in order to add that person to the Contacts list.

The Add Contact dialog box appears. Complete the dialog box and press OK. For more information on the fields, see “Managing Contacts” on page 18.

These tabs can be used to switch between two separate message compositions. This can be helpful if you are busy typing a message when you receive an incoming message (from the same person) that requires an immediate response. Clicking Send sends only the currently displayed tab.

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6 The eyeBeam Menu

Access the eyeBeam menu by clicking at the top of the phone. The menu items are:

• Options. Options control the way that you work with eyeBeam and apply to all accounts. See “Options – General – Application” on page 31.

• SIP Account Settings. These settings control how eyeBeam int eracts with your VoIP service provider , and are set individually for each account. See page 43.

• Privacy Rules. See page 56.

• Open Diagnostic Log. Customer support may ask you to o pen this log if y ou are experie ncing prob lems wit h eyeBeam. For information, see “Options – Advanced – Diagnostics” on page 42.

• Open Diagnostic Folder. Customer support may ask you to open the diagnostics log if you are experiencing problems with eyeBeam. For information, see “Options – Advanced – Diagnost ics” on page 42.

• Help. This menu item takes you to http://support.counterpath.net.

• About.

• Exit. To exit eyeBeam.

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6.1 Options

Options are settings and preferences that apply to all accounts.

Options – General – Application

Table 3: Options – General – Application

Field Description

Always on top of other applications Click on or off, to suit your preference. Launch when Windows starts Click on or off, to suit your preference. Prompt when shutdown Click on or off, to suit your preference. Turn letters into digits when typing into the

phone Number of calls in each list Enter number to suit your preference.

Double clicking Choose the action that suits your preference.

Enable Zero Touch device configuration When clicked on, eyeBeam detects the audio and video devices connected to

Enable Zero Touch bandwidth detection When clicked on, eyeBeam detects the speed of your network connection and

Click on or off, to suit your preference. You can also turn this feature on and off at any time by pressing the spacebar.

your computer and automatically configures one of them for use with eyeBeam. Typically, leave this setting on. If you have several audio or video devices and

you do not like the device that eyeBeam selects, you can override the selection on the Devices pane. See page 35.

hence the potential bandwidth. If you move your computer to a different IP address, eyeBeam automatically detects the new speed .

When clicked off, you must specify the network connection . See “Options – General – Device” on page 35.

The recommended setting is On.

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Table 3: Options – General – Application

Field Description

Enable status bar messages When clicked on, messages relating to zero touch configuration will appear in a

notification balloon at the lower right corner of the screen, whenever the configuration automatically changes.

(Notification balloons are supported in newer versions of Windows.)

Folder for recording Specify a location for saving files when you record your conversations.

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Options – General – Alerts and Sounds

On this page you can:

• W ork with ringtones. You can import a ringtone (a .

WAV file). You can play to try it out. You can activate one

ringtone. You can delete a ringtone.

• Set up eyeBeam to bring the softphone to the front automatically when a call comes in.

• Set up eyeBeam to display the Call Alert box (see right) when a call comes in either always, or only when the softphone is not visible.

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Options – General – Status

This screen lets you add status indicators to the standard Availability indicators built into eyeBeam. For more information on availability, see page 23.

• You can set the Idle timer. This is the time since you last moved or clicked the mouse or pressed a keyboard key, after which eyeBeam will automatically change your Availability to Idle.

• You can add a custom indicator, click New, type in the status description, and assign an icon. For example, you might create an indicator called “Client meeting” with the Away icon.

• You can edit or delete a custom indicator.

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Options – General – Device

Table 4: Options – General – Device

Field Description

Headset

Speaker device Microphone device

Change these fields only if you want to override the device selected by zerotouch device configuration (see page 31).

In both these fields, select the headset you are using. The headset is the device that is usually used for audio out (the sound you hear)

and audio in (recording your voice). The only situation in which the headset is not used is when the Speaker Phone button on the dialpad is pressed.

Therefore, unless you will always be using eyeBeam in speakerphone mode, you must make a selection here.

Select the headset in both the Speaker device field and Microphone device field.

Use acoustic echo cancellation (AEC) Reduces the echo effect that can arise with a speakerphone or that can arise if

the sound from the speakerphone or headphone leaks into the microphone. Turning this feature on improves sound quality.

Typically on.

Use auto gain control (AGC) Automatically adjusts the microphone volume level so that the other party does

not hear the distortion that might be caused by too high a microphone input or too low volume (due to too low input level).

Typically on.

Use noise reduction Automatically attempts to remove background noise.

Typically off for the headset.

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Table 4: Options – General – Device

Field Description

Speakerphone

Speaker device Change this field only if you want to override the device selected by zero-touch

Microphone device Change this field only if you want to override the device selected by zero-touch

Use acoustic echo cancellation (AEC) Reduces the echo effect that can arise with a speakerphone or that can arise if

Use auto gain control (AGC) Automatically adjusts the microphone volume level so that the other party does

Use noise reduction Automatically attempts to remove background noise.

Ring Device

Speaker device The device where you want to hear the phone ringing: the headset, the

Speaker volume The volume of the ringer.

Camera

Camera This field appears only on version of eyeBeam that include video functionality.

device configuration (see page 31). Make the appropriate choice:

• Select the device that you want to use for audio out (the sound you hear) when the Speaker Phone button is pressed. Make sure you select a speaker device (not the headset).

• Select None if you do not have a speaker phone. The Speaker Phone button on the dialpad is disabled.

device configuration (see page 31). Make the appropriate choice:

• Select the device that you want to use for audio in (recording your voice) when the Speaker Phone button is pressed.

It can be any microphone: it does not have to be the microphone on the device you specified as the speaker device. For example, it can be the microphone on your camera.

• Select None if you do not have a speaker phone. The Speaker Phone button on the dialpad is disabled.

the sound from the speakerphone or headphone leaks into the microphone. Turning this feature on may . However, the drawback is that it uses more processing power, which may slow down your applications.

Typically on.

not hear the distortion that might be caused by too high a microphone input or too low volume (due to too low input level).

Typically on.

Typically on for the speakerphone.

speakephone, or none.

Complete this field only if you have disabled zero-touch device configuration (see page 31).

Select the camera model.

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Options – Advanced – Audio Codecs

This pane shows all the codecs that are included in the retail version of eyeBeam. You can enable or disable codecs as desired.

With only one codec enabled, all calls made will use that codec. With more than one codec enabled, eyeBeam automatically chooses the best codec based on the other party’s capability, the available bandwidth, and network conditions.

You cannot change the properties of any codecs.

About Codecs

Audio codecs describe the format by which audio streams are compressed for transmission over networks. Codecs can be categorized as either narrowband or wideband:

• Narrowband codecs work with low bandwidth such as a dialup internet connection. These codecs have a sampling rate of 8 KHz.

• Wideband codecs work with high bandwidths and result in better audio quality. However, they do not work with PSTN. These codecs have a sampling rate of 16 KHz.

Supported Codecs

eyeBeam supports a wide range of codecs. See Table 5, below.

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Table 5: Audio Codecs Supported in eyeBeam

Codec Narrowband Wideband Royalty-bearing

Included in Retail

eyeBeam

AMR Wideband (G.722.2) 33 Broadvoice-32 33 Broadvoice-32 FEC 33 DVI4 33 DVI4 Wideband 33 G.711aLaw * 33 G.711uLaw * 33 G.722 3 G.723 33 G.726 33 G.729 * 333 GSM 33 iLBC 33 L16 PCM Wideband 33 Speex 33 Speex FEC 33 Speex Wideband 33 Speex Wideband FEC 33 * Generally, at least one of these codecs must be enabled in order to place a PSTN (land line) call.

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Options – Advanced – Video Codecs

This pane appears only on versions of eyeBeam that include video functionality. Video codecs describe the format by which video streams are compressed for transmission over networks.

Some codecs require less bandwidth than others, but may result in lower video quality. You can enable or disabl e codecs as desired. You may decide to disable a codec even though your service

provider supports it. With only one codec enabled, all calls made will use that particular compression format. With more than one

codec enabled, eyeBeam automatically chooses the best codec based on the other party’s capability, the available bandwidth, and network conditions.

You cannot change the properties of any codecs.

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Options – Advanced – Network

Table 6: Options – Advanced – Network

Field Description

Network connection speed Complete this field only if you have disabled zero-touch bandwidth detection

Preserve bandwidth When this feature is on, eyeBeam stops sending audio when you are not talking.

Call inactivity When this feature is on, eyeBeam automatically hangs up a call when it detects

(see page 31). Select the type of network connection for your computer.

When this feature is off, eyeBeam always sends audio, which uses more bandwidth but may result in better

Typically off. However, if you are using a slow (dial-up or ISDN) connection, you may want to turn it on.

the specified period of inactivity. In other words, if you are on a call and the call gets disconnected (the call session ends) because of network problems (rather than because of one of the parties hanging up), then eyeBeam ends the call after the specified period.

Typically on. This feature might be turned off if, for example, a PBX server already handles inactivity issues.

call quality.

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Options – Advanced – Quality of Service

These fields appear only on versions of eyeBeam that include video.

The Quality of Service pane lets you request a specific transport service for audio, video and signaling traffic. There are two types of services. The service to use depends on what your VoIP service provider supports:

• GQoS, which is available for audio and video.

• DSCP (also known as ToS), which is available for audio, video and signaling.

In addition, if you are running eyeBeam on Windows on an Intel® Centrino® Duo mobile-technology-based laptop, you can request to reserve bandwidth for audio traf fic on wireless networks using 802.11e. If bandwidth is available when the call is placed, it will be reserved for the call, possibly resulting in better audio service.

For Windows installat ions, there are restrictions on the service you can use, based o n yo ur ve rsi on of Windows:

Table 7: Windows Support for QoS

Windows 98

Second Edition

GQoS Yes Yes Yes Yes DSCP No No Yes Yes

Windows NT

Windows 2000

Windows XP

eyeBeam supports 802.1p QoS packet tagging. If you set up for QoS, eyeBeam will include the specified information in the packets that it sends to the network provider. Whether the packet is delivered with the specified service depends on whether your broadband router and the network provider between you and the other party supports multiple transport services. In other words, whether each network provider reads the QoS information and prioritizes packet delivery based on the requested service.

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Options – Advanced – Diagnostics

This screen lets you enable logging to files. Logging uses computer resources, so you should only enable it when instructed by a customer support representative.

To set up logging:

1. Click Enable logging.

2. Set the logging level.

3. Specify the folder where logs will be saved.

4. Click Apply.

Activity on eyeBeam will be logged to .csv files in the specified folder. A new set of files is started each time you log on. In order not to create large files when logging (which may create computer problems), you must not remain logged on indefinitely when logging. You should occasionally exit and restart eyeBeam.

If requested by a customer support, you can:

• Open the logging folder and then open a log file using a text editor.

• E-mail the logs in the specified folder to customer support: Click Send logs to customer support. A dialog box appears showing all the logs. Select files and clic k Open; the selected files are sent and the dialog box closes.

You can delete log files from the specified folder as you would delete any file on your computer.

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6.2 SIP Account Settings

SIP Accounts

To work with accounts, click at the top of the phone and choose SIP Account Settings. The SIP Account window appears, showing all the accounts set up. Each account is automatically assigned a number: the first account in the list is 0, the second account is 1, and so on. These numbers do not im ply any ranking.

You can:

• Resize the columns in this window.

• Add an account.

• Remove an account.

• Enable one or more accounts. See below for details.

• Set one account as the default. See below for details.

• Set or change the properties of an account. Click the Properties button, then see the following pages for details.

Enabling Accounts

You must enable an account in order to make and receive calls on that account. You can enable as many accounts as you want. Click the Enable box beside each account.

Setting the Default Account

When you start eyeBeam or change the enabled accounts, eyeBea m automa tic all y logs in to each enabled account. One of these accounts is always the “default account”.

You can set any account as the default account: click on the account and click the Make Default button.

Rules for Enabled Accounts an d Default Account

The rules for enabled and default accounts are:

• When multiple accounts are enabled, you will be able to receive calls on all those accounts.

• When multiple accounts are enabled and you place a call without including a prefix, eyeBeam determines which account to use for the call. If eyeBeam cannot determine which account is the best choice, it will use the default account. (For information on dialing prefixes, see “Account Properties – Account” on page 44.)

• When only one account is enabled, it is automatically set as the default. You will be able to place and receive calls only on this account.

• You can never place a call on a disabled account (even if you enter a prefix). If you place a call that is only “known” to the service provider of a disabled account, it will fail with a “Not found” message.

• You can never receive a call on a disabled account. If another party phones you on a number that is only known to a disabled account, the call will never appear on your phone.

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Account Properties – Account

Table 8: Account Properties – Account

Field Description

User Details

Display name This name is displayed in the eyeBeam display.

Other parties will see this name they are when connnected to you.

User name Typically the account number for th e S I P ac count. For example, in

kpereira@domain.com, the user name is “kpereira”. Provided by your

service provider. Password Provided by the service provider. Authorization user name

Domain For example, in kpereira@domain.com, the domain is “domain.com”. Provided

Domain Proxy

May not be required. If it is required, it will be provided by your VoIP service

provider.

by your

Check this box if you want to register with your VoIP service provider, so that

you can receive incoming calls.

Typically, this field is checked.

A situation in which this field is unchecked is, for example, if your level of

service does not include the ability to recei ve incoming calls. In t his case, turning

this field on may cause registration to fail (when you close the Account

Properties window), meaning that your eyeBeam cannot register with your VoIP

service provider.

VoI P service provider

VoI P

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Table 8: Account Properties – Account

Field Description

Send outbound via Choose the setting specified by your VoIP service provider:

• Domain: If your VoIP service provider requires that traffic be directed to proxies that are discovered via the domain.

• Proxy: If your VoIP service provider has an outbound proxy address and requires that you provide the address to eyeBeam. For the address enter a domain name (for example, domain.com) or an IP address (for example,

123.456.789.012).

• Target domain: To send directly to the other party’s domain.

Dialing Plan Information about the syntax of the numbers used by this VoIP service provider.

Provided by the service provider. The default plan is: #1\a\a.T;match=1;prestrip=2; It is possible that this plan will work for you. If you can place a successful call,

then the dialing plan is suitable. If you cannot make a call, or if you want to set up a dialing plan for you own reasons, see “Dialing Plan” on page 58.

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Account Properties – Voicemail

These settings let you set up eyeBeam to forward calls in several situations. Your service provider may also provide the ability to set up for voicemail outside of eyeBeam, for example, by

phoning a SIP address and following the voice prompts, or by accessing a website. Check with your service provider to determine if another setup mechanism is available. If so, check what the

settings are in that setup, and make sure you do enter compatib le in fo rma tion in eyeBeam. In particular, if your service provider has a mechanism for call forwarding, find out if you should leave the Forwarding settings on this Voicemail tab blank.

Table 9: Account Properties – Voicemail

Field Description

Check for voicemail If your VoIP service includes voicemail, choose the setting specified by your

VoIP service provider:

• On: eyeBeam will subscribe to be notified when there is a voicemail for you.

• Off: the service provider may be set up to advise eyeBeam when there is a voicemail for you; check with your service provider for details.

If your VoIP service does not include voicemail, choose Off. Voicemail is controlled by your

your service provider for information on using voicemail.

Number to dial for checking voicemail Complete only if your VoIP service includes voicemail.

This is the number that will be called when you click the icon on the Call display, in order to connect to voicemail and listen to your messages.

If you leave this field empty, then th is icon will not work; you will have to manually dial this number in order to connect to voicemail.

Enter the number provided by your VoIP service provider.

VoIP service provider , not by eyeBeam. Contact

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Table 9: Account Properties – Voicemail

Field Description

Number for sending calls to voicemail Complete only if your VoIP service includes voicemail.

This is the number that incoming calls will be forwarded to if they are unanswered after the specified interval (below), or when you click the

icon on the Call display.

If you leave this field empty, then this icon will not be displayed. However, leaving this field does not mean that voicemail does not work. I t only means tha t this icon cannot be used to send to voicemail immediately.

Enter the number provided by your VoIP service provider.

Send calls to voicemail if unanswered Complete only if your VoIP service includes voicemail.

To send to voicemail after the specified number of seconds. Your service provider may also provide a similar feature that is set up outside of

eyeBeam. If so, make sure you do not enter competing information in eyeBeam and in the service provider’s user interface. For example, if you turn off this field, make sure the same feature at your service provider is also turned off. Otherwise, all your calls will continue to be forwarded.

Always forward to this address You can use this feature even if your VoIP service does not include voicemail.

To forward calls to another number instead of sending them to voicemail. For example, when you are on vacation and want another person to take your calls.

• T o enable forwarding, click the chec kbox an d enter the number to forward to.

• To disable forwarding, clear the checkbox.

(To send calls to voicemail while you are at your desk, use the DND button on the dial pad.)

Forward to this address when busy You can use this feature even if your VoIP service does not include voicemail.

To forward only when your are busy on another line.

• T o enable forwarding, click the chec kbox an d enter the number to forward to. If your VoIP service service includes voicemail, you can enter your voicemail number in this field.

• To disable forwarding, clear the checkbox.

Y ou r service provider may also a provide similar features that is set up outside of eyeBeam. If so, make sure you do not enter competing information in eyeBeam and in the service provider’s user interface. For example, if your turn off this field, make sure the same feature at your service provider is also turned off. Otherwise, all your calls will continue to be forwarded.

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Account Properties – Topology

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Table 10: Account Properties – Topology

Field Description

Firewall Traversal

IP Address This setting controls how your IP address is presented.

• Discover global address: Let eyeBeam determine your public IP address. This is the recommended setting unless your VoIP service provider advises otherwise.

• Use local IP address: use the IP address of the eyeBeam computer .

The recommended setting is Discover global address.

STUN Discovery This setting specifies the STUN server to use.

• Discover the server: Choose this option to let eyeBeam find the address of a STUN server.

• Use specified server: To use a different STUN server . F o r the address enter a domain name or an IP address.

The recommended setting is Discover server.

Enable ICE ICE optimizes traffic and may help with firewall traversal.

Typically, ICE is enabled. However, it may need to be disabled if your VoIP service provider has implemented a firewall traversal solution that is not compatible with ICE enabled.

If you have problems with calls, contact your service provider for information on their firewall traversal solution.

Port Used on Local Computer

Manually specify port range The appropriate setting depends on your computer setup:

• Checked: If your computer is behind a restrictive firewall that only allows specific port ranges to be used. Enter the range of ports to use for your SIP account. (You must also open those ports on your firewall; refer to applicable firewall documentation for information.)

• Unchecked: If your computer is not behind a restrictive firewall.

XTunnels

Use XTunnels The appropriate setting for XTunnels depends on whether your VoIP service

provider has an XTunnels server.

• Automatic: Use XTunnels when eyeBeam detects a firewall that prohibits communications. This is the recommended setting if your service provider has an XTunnels server.

• Always: Always use XTunnels.

• Never: Do not use XTunnels. This is the correct setting if your service provider does not have an XTunnels server.

Use user login and password Check this box to use the username and password from your SIP account in order

to log into the XTunnels server. Otherwise, uncheck this box and complete the Username and Password fields.

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Account Properties – Presence

This tab appears only for the default acco u nt. Howev er, the values set on that tab apply to all accounts. In ot he r words, presence as set up on this tab applies to all accounts, not just the default account. If you change the default account, this Presence tab will be visible for the new default account and will not be visible for the previous default account. The values will already be on the new tab: you will not have to set them up again.

Presence allows other softphone users to see your online status (availability), and also allows you to see the online status of others. This tab lets you configure eyeBeam as it is supported by the VoIP service provider. Once you have configured presence on this page, you can set up rules; see “Availability” on page 23 and “Privacy Rules” on page 27.

Table 11: Account Properties – Presence

Field Description

Presence Mode

Poll Time

Refresh Interval

Choose the setting specified by your

• Disabled: Presence is not supported.

• Presence Agent.

•Peer-to-Peer.

If you choose Presence Agent, you must set the Storage method field (on the Storage tab) to XCap.

Enter the value specified by your

300.

Enter the value specified by your

3600.

VoIP service provider:

VoIP service provider. The factory setting is

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Account Properties – Storage

This tab appears only for the default acco u nt. Howev er, the values set on that tab apply to all accounts. In ot he r words, storage as set up on this tab applies to all accounts, not just the default account. If you chan ge the default account, this Storage tab will be visible for the new default account and will not be visible for the previous default account. The values will already be on the new tab: you will not have to set them up again.

For information on the use of this tab, see “Using Remote Storage” on page 20.

Table 12: Account Properties – Storage

Field Description

Storage method The storage method to be used for the Contacts list file and the presence rules.

Use SIP credentials Check this box to use the username and password from your SIP account in order

Root URL URL of an appropriate root folder on the remote server.

WebDAV poll time Enabled only for We bDAV. The time that elapses between polling for new

The file can be stored locally or on a remote computer.

•Local

•WebDAV

•XCAP.

The storage method that is valid for your setup is controlled to some extent by the Presence Mode (on the Presence tab). If Presence M ode is set to Presence Agent, only the XCap storage method is valid. If Presence Mode is set to Peertopeer or Disabled, any storage method is valid.

to log into the storage server. Otherwise, uncheck this box and complete the Username and Password fields. Not used for “Local”.

Not used for “Local”. The factory setting is https://webdav.$domain$/webdav/ $username$/

contact data from the remote server. The factory setting is 600.

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Account Properties – Security

Field Description

Signaling Transport Contact your VoIP service provider to identify the types of transport that are

Media Encryption See Table 14 on page 53.

Table 13: Account Properties – Security

supported. Then choose a supported transport:

• Automatic: eyeBeam sets up the transport based on the capabilities of the network and the eyeBeam computer. Choose this option if you do not care which transport is used.

• Encrypted: Currently, this option means TLS will be used. Choose this option to request signaling encryption or both signaling and media encryption.

• TCP: This transport provides no signaling security.

• UDP: This transport provides no signaling security.

• TLS: Choose this option to request signaling encryption or both signaling and media encryption.

The factory setting is Make unencrypted calls, accept all calls.

You can set up eyeBeam for the type of security (encryption) you want for incoming and outgoing calls. eyeBeam supports:

• Signaling encryption using TLS

• Media encryption using SRTP.

Setting up for Security outside of eyeBeam

When using TLS, you must have the root certificate that signs the proxy's chain of certificates. In most cases, the root certification will already be installed. Procedures for the exchange of certificates are outside the scope of this documentation. The certificates must be stored on the eyeBeam computer, in the root certificate store.

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Setting up the root certificate on your computer en sures th at the connection to the proxy is TLS secure (the first hop). Any proxy in the chain (between you and the caller) that does not support TLS may cause an insecure link in the chain. Therefore, if the other party is outside your domain, you cannot be completely sure that the call is secured at the signaling level, which means that you cannot be sure that it is secured at the media level.

When a call with both signaling and media encryption is established, eyeBeam displays the encryption icon ( ). This icon indicates that the call is secure between each caller and the ir proxy (first and last hop) and that it may or may not be secure for other hops.

When a call with no encryption or with only signaling encryption is established, eyeBeam displays the unencrypted icon ( ).

Setting up for Security within eyeBeam

The options for media encryption are described in the following table.

Table 14: Security Options

Option How Outgoing Calls are Handled How Incoming Calls Are Handled

Make and accept only encrypted calls

Prefer to make and accept encrypted calls

Make unencrypted calls, accept all calls

Do not allow encrypted call

eyeBeam will place all calls with TLS. The call

INVITE will specify SRTP media encryption.

If the correct certificates are not in place or if the other party does not accept encrypted calls, the call will fail.

eyeBeam will place all calls with TLS. The call

INVITE will specify SRTP media encryption.

If the correct certificates are not in place or if the other party does not accept encrypted calls, the call will fail. eyeBeam will then place the call without encryption.

eyeBeam will place only unencrypted calls. If the other party does not accept unencrypted

calls, the call will fail. eyeBeam will place only unencrypted calls.

If the other party does not accept unencrypted calls, the call will fail.

eyeBeam will only accept INVITEs that are for encrypted calls.

If eyeBeam receives a call INVITE that is not encrypted, the call will be rejected and will be placed in the Blocked list in the Calls & Contacts drawer.

eyeBeam will accept and unencrypted calls.

eyeBeam will only accept unencrypted calls.

If eyeBeam receives a call encrypted, the call will be rejected and will be placed in the Blocked list in the Calls & Contacts drawer.

INVITEs for both encrypted

INVITEs that are for

INVITE that is

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Account Properties – Advanced

Table 15: Account Properties – Advanced

Field Description

Reregister every The time interval between eyeBeam’s attempts to reregister in order to refresh

Min. time If the reregistration fails, eyeBeam will wait this amount of time, then attempt to

Max. time This is the maximum wait time between attempts to reregister. Once this

the account registration with the VoIP service provider for this account. A value of zero means not to reregister after the initial registration.

This value is placed in the “Expires” header field of the The factory setting is 3600.

reregister. If the se cond attempt fails, eyeBeam will wait twice this time and try again, then four times this time, and so on, until reregistration succeeds.

The factory setting is 20.

maximum is reached, eyeBeam will wait this time for all subse que nt attempts. For example, the min. time is 20 secs, the maximum time is 120 secs. eyeBeam

will attempt to reregister as follows:

• Wait 20 secs.

• Attempt to connect.

• If fail, wait 40 secs.

• Attempt to connect.

• If fail, wait 80 secs.

• Attempt to connect.

• If fail, wait 120 secs (the maximum)

• Attempt to connect.

• If fail, wait 120 secs, and so on.

The factory setting is 1800.

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Table 15: Account Properties – Advanced

Field Description

Send SIP keep-alives Typically on, to instruct eyeBeam to send SIP keep-alive messages in order to

maintain a “pinhole” through your firewall for SIP messaging. Use rport Typically on. Enable session timers A session timer is a mechanism to detect whether a call session is still active

from the signaling point of view. When the timer expires, a refresh is sent from

one party to the other. The timer is then reset.

• Turn on to enable session timer. Enter a value in Default session time. The factory setting is 60.

• Turn off to disable session timer; refreshes will never be sent.

Session timer preference This field specifies your preference for which party should send the refresh. The

preference is not a guarantee that the refresh will be performed by the specified party. The choices are:

• None: No preference.

• Local refreshes: Your computer sends.

• Remote refreshes: The other party sends.

• UAC refreshes: The user agent clien t (the part y that ini tiated e stablishment of the communications) sends.

• UAS refreshes: The user agent server (the other party) sends.

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6.3 Privacy Rules

For information on privacy rules, see page 27.

6.4 Open Diagnostic Log and Folder

For information on these menu items, see “Options – Advanced – Diagnostics” on page 42.

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Appendix A: Application Hot Keys

Table 16: Application Hot Keys

Function Keyboard Shortcut

Select Line 1 F1 or Ctrl + 1 Select Line 2 F2 or Ctrl + 2 Select Line 3 F3 or Ctrl + 3 Select Line 4 F4 or Ctrl + 4 Select Line 5 F5 or Ctrl + 5 Select Line 6 F6 or Ctrl + 6 Options window F8 or Ctrl + 8 View Diagnostic File F9 or Ctrl + 9 Toggle Letters-to-Digits Space bar (Windows only) Clear Backspace Dial Enter Display Help Ctrl + F1 Turn Auto-Answer on/off Ctrl + a Open Calls & Contacts drawer Ctrl + b Turn Do Not Disturb (DND) on/off Ctrl + d Turn Auto-Conference on/off Ctrl + f Hang up Ctrl + h or Esc Call Ignore Ctrl + i Mute Ctrl + m Hold Ctrl + o Display SIP Account Status window Ctrl + p Exit Ctrl + q Redial Ctrl + r Send to voicemail Ctrl + s Transfer Ctrl + t Paste Ctrl + v Display voice statistics notification balloon Ctrl + F9 Increase/Decrease Speaker Volume Up/Down Arrows Increase/Decrease Microphone Volume Right/Left Arrows

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Appendix B: Dialing Plan

When a call attempt is made, the call input (what you type, select or drag onto the Call display) i s processed to select the account to use and to modify the input if that is required to ensure that the call gets placed successfully . This ability to select a n account and modify the input relies on the existence of a “dialing plan” for each account.

The input is processed as follows:

• Cleanup: Input is cleaned up by removing spaces, dashes, open brackets, and close brackets. Cleanup allows eyeBeam to support calls placed using contacts from a contact list, including Microsoft® Outlook®.

• Matching: The input is compared to the patterns defined by the dialing plan for each enabled account. Each account has one dialing plan, and each dialing plan has one or more patterns. When a match is found between the input and the pattern, the account that this pattern belongs to is selected and the transformation for this pattern is performed. If no match is found, the default account is selected and no transformation is performed. For details on matching see “How the Input Is Processed” on page 60.

• Transformation: The selected transformation is performed.

• Then the call is placed using the transformed input.

B.1 Dialing Plan Syntax

In eyeBeam, the dialing plan establishes the expected patterns of characters for a telephone number or SIP address, and allows for modification (transformation) of input based on the match to a pattern.

The dialing plan has the following syntax:

pattern[|pattern];match=1;<transformation>=<value>;[match=2; <transformation>=<value>;]

Where:

• Items in [ ] are optional.

• Pattern: the pattern that will be matched. One or more patterns. Each patt ern is separated by a | pipe. The pipe is optional after the last pattern. Each pattern is implicitly numbered, starting from 1.

• Match; Transformation: A pair that identifies the pattern number to compare with the input, and the transformation or transformations to perform on the input when a match is obtained. The transformation is optional (meaning the input that matches this pattern is not transformed). One or more pairs. “match=” is a literal. “n” identifies the pattern. “transformation=” is replaced by a keyword, see below. “value” is replaced by a value. Spaces are allowed only in the <value> items.

Example

\a\a.T|xxxxxxxxxx;match=1;prestrip=2;match=2;pre=8;

where:

• \a\a.Tis the first pattern.

• xxxxxxxxxx;is the second pattern.

• match=1;prestrip=2;is the first match-transformation pair.

• match=2;pre=8;is the second match-transformation pair.

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Pattern

Valid Content

The content for a pattern follows the digit map rules of RFC 2705, supplemented by the rules for regular expressions. Where there is an overlap between the digit map and regular expression rules, the digit map rules apply. For this reason, there are some special cases, included in the table below.

The following table describes the most common elements. As mentioned, all regular expression elements are supported.

Element Origin Description

0 1 2 3 4 5 6 7 8 9 Literals Literal digits, used as is. # * a to z Literals Literal characters, used as is.

Special cases:

• The literal x character is represented by \x.

• The literal t character is represented by \t. x Digit map rules Wildcard for any single digit, 0 to 9. \a Regular

[digit-digit] Regular

[charactercharacter]

[digit1, digit2, digit3]

. Digit map rules Repeat the last element 0 or more times. For example, xxxx. means repeat the last x 0 or

T Digit map rules A timeout period will take place before automatic dialing starts.

expression rules

expression rules Regular

expression rules

Wildcard for any single alphanumer ic character.

A digit within the specified range.

A character within the specified range.

One of the characters in the collection.

more times, which means this pattern matches three or more digits (not four or more digits)! Use of this element results in a pattern with “minimum requirements”.

The T timer forces eyeBeam to wait after a match is made. This timer should always be included in , and situations:

• Any pattern that uses the . (dot). For example, if the pattern is xxxx. then adding a

timer lets you type three or more digits. If there is no timer, then as soon as you type three digits, eyeBeam makes the match as soon as you type three digits.

• Any dialing plan that has two patterns that are similar in elements but different in

length. For example, if one pattern is xxx and the other pattern is xxxxxxx, then adding the timer lets you continue typing past three digits, in order to get a match on the second pattern.

In this situation, the T timer should be included in the shorter pattern.

Timers

There are two timers:

• T timer is 4 seconds.

• The long timer is 20 seconds. These timers are used in input comparison, as described in “How the Input Is Processed” on page 60.

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Transformation Keywords

Keyword Description

prestrip Strip the first n characters from the input before

placing the call.

poststrip Remove n number of characters from the end of

pre Add the specified prefix to the input before

post Attach the specified postfix to the input before

replace Replaces the input with the specified string

the input before placing the call.

placing the call.

before placing the call.

Order of Transformations

These transformations are always performed in the following order (the order in which the transformations are entered in the dialing plan is not significant):

prestrip > poststrip > pre > post > replace

B.2 How the Input Is Processed

Comparing Input to the Dialing Plan Patterns

The input is compared to each dialing plan in turn, starting with the first listed account. The process is slightly different depending on how the call is placed:

• If the input was dragged or selected, then the entire input is compared to each dialing plan. If a complete match is found, then that account is selected and the associated transformation is performed. If no match is found, the default account is selected and no transformation is performed.

• If you are typing the input, the digits are compared one by one as t hey are entered. The comparison will result in one of the types of matches described in the table below.

It is possible for the same input to get matched to different dialing plans depending on whether the input is entered on the fly or dragged. It is important to keep this in mind when designing dialing plan patterns.

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Results of the Comparison

Table 17:

Type of Match Conditions Result

Partial match The characters typed so far follow the pattern but

there are not yet enough characters for a pending or complete match.

Pending match • The pattern has no . (dot) but does have the T

timer. Th ere is a perfect match.

• The pattern has a . (dot) and the T timer. The minimum requirements are met.

Complete match • The pattern has no . (dot) and no T timer.

There is a perfect match.

• The pattern has a . (dot) but does not have the T timer. Th e minimum requirements are met.

No match The characters typed do not match the patterns

for any dialing plan.

• If you press Enter or Dial, then the default account. No transformation is performed.

• If you stop typing for the long timer length (20 seconds), then the default account is selected. No transformation is performed on the characters typed so far.

• If you press Enter or Dial, this pattern's account is immediately selected and the transformation is performed.

• If the T timer expires, this pattern's account is selected and the transformation is performed.

This pattern's account is immediately selected and the associated transformation is performed.

• If you stop typing, nothing happens even after the T timer and long timer have expired.

• If you press Enter or Dial, then the default account is selected and no transformation is performed.

B.3 Examples

Example 1

\a\a.T|xxxxxxx.T;match=2;pre="9"

This simple example shows how to differentiate between a PSTN number and a SIP address, and how to add a “9” dialing prefix only to the PSTN number.

Example 2

3xxT|1xxxxxxxxxx|[2-9]xxxxxxxxx|+x.T;match=2;pre="9";match=3;

pre="91";match=4;prestrip=1;pre="9011"

3xxT The first pattern is any three-digit number beginning with 3. No transformation. The

assumption is that this is an internal extension. The timer forces eyeBeam to wait after detecting a three-digit number beginning with 3, in case you are actually dialing a local call starting with 3.

1xxxxxxxxxx The second pattern is any eleven-digit number beginning with 1. Prefix with 9 and dial as is.

The assumption is that this is a long-distance PSTN call within North America (within North America, all long-distance calls start with 1).

[2-9]xxxxxxxxx The third pattern is any ten-digit number beginning with a number other than 1. The

assumption is that this is a local PSTN call within a ten-digit dialing zone.

+x.T; The fourth pattern is a number of any length that begins with +, to indicate an international

PSTN call from North America. Delete the +, prefix with 9011 (011 is the number to access

an international line from North America). match=2;pre="9"; For the second pattern, prefix 9 to access an outside line. match=3;pre="91"; For the third pattern, prefix 9 and 1 to access an outside line and enter the long-distance code. match=4;prestrip=1;pre="9011" For the fourth pattern, remove the + and prefix 9011 to access an outside line and enter the

international code.

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Example 3

#1xxxxxxxT|#19xxxxxxx|xxxxxxxT|9xxxxxxx|;match=1;prestrip=2;pre=9;match=2; prestrip=2;match=3;pre=9;

Table 18:

#1xxxxxxxT The pattern is a dialing prefix followed by seven digits. The timer forces eyeBeam to wait to

allow a match to the second pattern. The #1 is stripped off and 9 is prepended to access an

outside line. #19xxxxxxx The pattern is a dialing prefix followed by a 9 and seven digits. The #1 is stripped off. xxxxxxxT The pattern is seven digits. The timer forces eyeBeam to wait to allow matching to the

9xxxxxxx The pattern is a 9 and seven digits. The input is not transformed.

This example assumes that the dialing plan belongs to the first account. The dialing plan is slightly trivial, because it does not cover all the situations that a dialing plan should be

designed for (local calls, long-distance calls, international calls, and so on for the locale). However, the example does illustrate two ideas:

• Handling of the account prefix (#1), if you are upgrading from eyeBeam 1.1 and are accustomed to entering the account number. Use of # to identify the account is now deprecated. The dialing plan should be capable of determining the account to use for this number. However, since users may still be in the habit of ente ring the prefix , you ma y want to include this pattern to ha ndle such a scenario.

• Distinguishing between a local seven -d ig it cal l in which 9 is not dialed (to access an outside line) and one in which 9 is dialed to access an outside line.

fourth pattern. 9 is prepended to access an outside line.

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Appendix C: Contact List Headings

Following is a list of all the headings that are used in the eyeBeam contacts list. This list can be useful when formatting a contacts list in order to import it into eyeBeam. For details, see “Importing Contacts” on page 20

uri business_number sms_addresss display-name business_number 2 ms_address2 entry_id business_number3 sms_address3 given_name business_number4 sms_address4 surname business_number5 sms_address5 email_address business_number6 sms_address6 email_address2 mobile_number custom_fields email_address3 mobile_number2 custom_fields2 email_address4 mobile_number3 custom_fields3 email_address5 mobile_number4 custom_fields4 email_address6 mobile_number5 pres_subscription sip_address mobile_number6 sip_address2 fax_number sip_address3 fax_number2 sip_address4 fax_number3 sip_address5 fax_number4 sip_address6 fax_number5 home_number fax_number6 home_number2 groups home_number3 comment home_number4 postal_address home_number5 default_address home_number6 default_address_type

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Appendix D: Location of Files

System files are copied to the install directory you specified when installing. The default install directory is:

C:\Program Files\CounterPath\eyeBeam 1.5\

The directory contains:

• the executable (eyeBeam.exe)

• emoticons\*.*

• eyeCall.dll, used to make calls from Microsoft Outlook.

• other dll files, including dll files for supported codecs.

• unins000.dat, which contains information about uninstalls of eyeBeam.

•*.ico

•*.cat

•*.inf

•*.sys

Data files are saved in the Counterpath folder in the standard location for application data, as defined in Windows.This location is typically:

C:\Documents and Settings\<user name>\Local Settings\Application Data\CounterPath\eyeBeam n.n\<user name>\

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Appendix E: Alternative Ways of Running eyeBeam

E.1 From a Hyperlink

You can attach a hyperlink to a phone number or SIP address that, when clicked, starts eyeBeam and dials the number. Attach a hyperlink with this format:

For example:

<a href="sip:kpereira@domain.com">dial kpereira@domain.com</a>

E.2 From the Command Line

You can start eyeBeam from a DOS prompt. You may need to add eyeBeam.exe to the PATH. Then type:

eyebeam.exe

To start eyeBeam from a DOS prompt and immediately dial a number, type:

eyebeam.exe -dial=sip:<number>

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Appendix F: Glossary

AEC Acoustic echo cancelation. Processing of the audio or video signal to reduce the echo

effect that can arise with a speakerphone or that can arise if the sound from the speakerphone or headphone leaks into the microphone.

AGC Automatic gain control. Processing of the audio or video sign al to adjust the

microphone volume level so that the oth er party does not hear the distortion that might be caused by too high a microphone input or too low volume (due to too low input level).

AVI Audio Video Interleave. A multime dia co ntainer format. AVI files contain both audio

and video data in a standard container that allows simultaneous playback.

Broadband Broad or wide bandwidth. In data transmssion, the wider the band, the more data it is

possible to transmit in a given time span. A cable, DSL and ADSL connection to the network provide broadband for data transmission. A dialup or ISDN connection typically provide a narrow bandwidth for data transmission.

Codec The format by which audio or video streams are compressed for transmission over

networks.

Default account The SIP account that will be use d when placing an outgoing call, if eyeBeam does not

determine that another account should be used. eyeBeam uses the dialing plan to determine the account to use. You can mark one account as the default account; see “Setting the Default Account” on page 43.

Dialing plan The rules that eyeBeam follows in order to interpret the SIP address or phone number

that the user has entered and to modify the number or address, as required, to ensure that the call will be placed successfully.

DTMF Dual-tone multifrequency. DTMF is the system that is used in interactive voice-

response menu systems such as the menu system for accessing voicemail messages. The DTMF system allows the user to interact with the menu by pressing keys on a dialpad or keyboard.

IM Instant Messaging. A technology that lets users send text message and files for near

instantaneous delivery and display on each others’ computers.

IP Internet Protocol. A data-oriented protocol used for communicating data across a

network. IP is the most common protocol used on the internet.

IP address A unique number that devices use in order to identify and communicate with each

other on a computer network using the IP standard.

Media In a VoIP phone call, the audio and video portion of the information in a call.

Compare to “Signaling”.

MWI Message Waiting Indicator. An indicator that there is a voicemail message for the

owner of an account.

Narrowband In data transmssion, the wider the band, the more data it is possible to transmit in a

given time span. A cable, DSL and ADSL connection to the network provide broadband for data transmission. A dialup or ISDN connection typically provide a narrow bandwidth for data transmission.

Presence An instant messaging feature that allows users to share information about their

availability, mood, location and so on. Proxy See SIP account. PSTN Public Switch Telephone Network. The traditional land-line phone network.

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RFC Request for Comment. A document that describes an aspect of an internet technology.

An RFC may be a proposed, draft or full internet standard. RTP Real-time Transport Protocol. A protocol for delivering the media portion of a data

transmission over an IP network. SRTP is another media protocol. Signaling In a VoIP phone call, the information in a call that deals with establishing and

controling the connection, and managing the network. The non-signaling portion of

the call is the Media. SIMPLE protocol Session Initiation Protocol for Instant Messaging and Presence Leveraging

Extensions. The instant messaging (IM) protocol followed by eyeBeam. It

encapsulate the rules for exchanging instant messages. SIP Session Initiation Protocol. The signaling protocol fol lowed by eye Beam for hand ling

phone calls. SIP account An account that provides the user the ability to make VoIP phone calls. The account

encapsulates the rules and functions the user can access. SIP address The address used to connect to a SIP endpoint. In other words, the “phone number”

used in a VoIP phone call. For example, sip:joseph@domainA.com. SRTP Secure Real-time Transport Prot ocol. A pro tocol for d elivering the media portion of a

data transmission over an IP network. SRTP is a secure protocol, which means tht the

media is encrypted. RTP is another media protocol. TCP Transmission Control Protocol. A transport protocol for delivering data over an IP

network. Other transport protocols are TLS and UDP. TLS Transport Layer Security . A transport protocol for delivering data over an IP network.

TLS is a secure transport protocol, which means that all the data being transmitted

(signaling and media) is encrypted. Other transport protocols are TCP and UDP. UDP User Datagram Protocol. A transport protocol for delivering data over an IP network.

Other transport protocols are TCP and TLS. URI Uniform Resource Identifier. A name or address that identifies a location on the world

wide web. A SIP address is a type of URI. URL Uniform Resource Locator . A URI that both id entifies a name or address and indicates

how to locate it. USB device Universal Serial Bus device. A device that follows a specific communications

standard. A headset may be a “USB type” of headset. VAD Voice Activity Detection. A technology that detects if audio is a human voice or

background noise. eyeBeam includes a feature (Preserve bandwidth on the Network

pane of the Options window) that controls whether audio is transmitted when VAD

determines that noone is actually speaking. vCard An electronic business card that is often attached to an email. It often appears as a

“signature” block that identifies the person, their title, and their business. VoIP Voice over Internet Protocol. A variation of IP used for sending voice data over the

internet, in other words, used for making phone calls over the internet. VoIP service provider A business that provides a VoIP serv ice, allowing a user to connect to the internet in

order to make VoIP phone calls using eyeBeam. The VoIP service provider sets up a

SIP account for the user. WAV Or WAVE. A file format standard for storing audio on PCs.