CounterPath eyeBeam 1.11 User Manual

eyeBeam 1.11 User Guide

Operations and Configuration Guide to eyeBeam

CounterPath’s Full-Featured Video Softphone

CounterPath Solutions, Inc.

Floor 8, 100 West Pender St.

Vancouver, BC CANADA V6B 1R8

Tel: [phone]

[e-mail] www.counterpath.com

Copyright © 2005 by CounterPath Solutions, Inc.

All rights reserved

Notice

Liability

All rights reserved.

The content of this publication is intended to demonstrate typical uses and capabilities of the eye­Beam 1.11 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 document, including—but not lim­ited to—implied warranties of fitness for any particular purpose.

In no case will CounterPath or persons involved in the production of this documented material be
liable for any incidental, indirect or otherwise consequential damage or loss that may result after
the use of this publication.

i

Publication History

2005: First Issue

ii

Interactive Aids and Conventions

The eyeBeam 1.11 User Guide makes use of the following interactive aids and conventions to
help readers locate relevant information:

• Command-line input actions, as well as the names of files, classes and directories appear
in Courier font.

• On-screen information and messages are represented in Italics.

• On-screen clickable actions and keyboard actions are represented in Bold Italics.

• Names of menu items appear in Bold, with arrows separating parent-child relationships
for applicable submenus.

• Cross-references within this document are hyperlinked and indicated by underlined text.

• External hyperlinks are represented by text that is blue and underlined, and are clickable
for accessing additional information outside this document.

• Important information is emphasized for users with sentences in SMALL CAPS.

iii

List of Figures

Figure 1 - The eyeBeam User Interface.............................................................8

Figure 2 - VoIP Service Provider Information. ..................................................10

Figure 3 - Login Dialog.................................................................................11

Figure 4 - Dialing a Number..........................................................................12

Figure 5 - Incoming Call...............................................................................14

Figure 6 - Dial Pad Context Menu...................................................................15

Figure 7 - The Privacy Management Window ...................................................16

Figure 8 - The Contact Drawer ......................................................................24

Figure 9 - The Instant Message Window..........................................................2 6

Figure 10 - The Video Drawer........................................................................27

Figure 11 - The Diagnostic Log.............................. ........................................37

1

List of Tables

Conference Management ..............................................................................21

Application Hot Keys....................................................................................32

Relevant Network Hosts ................................................................... ............33

Standard Ports......................................................... ...................................34

1

1Introduction

1.1 What is eyeBeam?

eyeBeam is a software telephone with all of the features of traditional business telephones,
including hold, transfer, and conferencing. eyeBeam also has video and messaging capabilities.

The following is a partial list of features included in the eyeBeam softphone.

• Instant Messaging with Presence

• Call Record

• Acoustic echo cancellation

• Message waiting indicator

• Audio & video tuning wizard

• Touch tones

• Call forwarding

• 10 party audio & video conferencing

• Speakerphone

•Caller ID

• Call timer

•Mute

• Direct IP calling

• Speed dial

• Hold

• Transfer

• Do not disturb

• Call ignore

* Requires access to X-Tunnels NAT Traversal service – contact the appropriate service provider for details

• Send to voicemail

•Redial

• Login with up to 10 VoIP service
providers

• 6 lines

• Advanced contact list

• List of received, missed and dialed calls

• Keyboard shortcuts for most major
functions

•SIP Compliant

• STUN & ICE NAT traversal

•X-Tunnels firewall traversal client*

• eyeBeam supports the following audio
codecs: G.711u. G.711a, GSM, G.729,
G.723, iLBC, G.722.2, SPEEX, DVI4,
EVRC, L16

• eyeBeam supports the following video
codecs: H.263, H.263+,H.264

1.2 How does eyeBeam Work?

Instead of making calls over traditional twisted-copper, fiber-optic, cellular or satellite telephone
networks, calls made using eyeBeam work over computer networks through an internet service
provider or a local area network. This breakthrough in telephony technology is called Voice over
Internet Protocol – VoIP, or “Voice over IP.”

Calls made anywhere in the world to similar internet-based telephones are generally free, while
calls made to traditional telephone systems can be much cheaper than typical long-distance

1

charges. Voice quality for conversations using VoIP technologies can greatly exceed traditional
telephone services. Note that CounterPath Solutions, Inc. does not provide a telephone service,
but instead offers software to use such services. Please refer to Section 2.1.1 of this guide for
information about VoIP service providers.

eyeBeam uses open standards, which permit inter-operability between products from all vendors
in a given industry. Open standards give consumers a choice, rather than being locked-in to the
proprietary solutions of one vendor. CounterPath Solutions plans to use open standards for future
VoIP products as well, with hopes that customers will recognize CounterPath’s commitment to
open standards and excellence in high-quality VoIP softphones.

eyeBeam uses the Session Initiation Protocol (SIP) for session signaling, ITU codec standards for
voice and video (G.711, G.723, G.729, H.263, H.264), and the SIMPLE standard for instant
messaging (IM) and presence.

2

2 Installation and Setup

2.1 Before Installing

This section covers important information that is required before installing the software to use
eyeBeam softphones.

2.1.1 Finding a Service Provider

Note: If eyeBeam came as part of a VoIP service package, then this section will not apply. Please
refer instead to the documentation from the applicable service provider.

The first step to making calls with VoIP technology is to choose a service provider. There are
many VoIP service providers available; refer to a partial list of such service providers at

http://www.sipindex.com/. NOTE THAT THIS PARTIAL LIST DOES NOT IMPLY COUNTERPATH

RECOMMENDATIONS OR ENDORSEMENT OF ANY PROVIDER. CONSUMERS THEMSELVES ARE
SUITED BEST TO MAKE SUCH ASSESSMENTS ABOUT VOIP SERVICES.

2.1.2 Getting necessary information from a Service Provider

After choosing a VoIP service provider, eyeBeam users will need further information regarding
specific account information. NOTE THAT NOT ALL OF THIS INFORMATION IS REQUIRED,

DEPENDING ON THE SERVICE PROVIDER:

User Name

Password

Authorization User Name*

Domain

Proxy address and port*

STUN server address and port*

X-Tunnels server address and port*

* value not used by all service providers

3

2.2 Minimum System Requirements

The following tables outline hardware and software requirements for installing eyeBeam:

2.2.1 eyeBeam for Windows

Processor: Pentium II 300 (or equivalent)

Memory: 128 MB RAM

Operating System: Windows 2000, XP, 2003 Server, or higher

Connection: IP network connection (broadband, dialup, local, wireless)

Sound Adapter: Full-duplex, 16-bit

Other: Speakers and microphone, or headset

2.2.2 eyeBeam for Macintosh

Hardware: Suggested configuration for Mac OS X

version 10.2*

Operating System: Mac OS X version 10.2 or later

* Contact apple.com for details

2.3 Multi-media Device Requirements

Since eyeBeam is a software application, both speakers and a microphone are required to make
calls. Any of the following configurations are acceptable:

• External speakers and microphone

• Dual-jack multimedia headset

• Built-in microphone and speakers

• USB multimedia headset

• USB phone

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

4

2.4 Installing eyeBeam

Installing eyeBeam is straightforward and follows familiar software installation procedure.

2.4.1 Windows installation

Follow the instructions below for a Windows installation of eyeBeam:

1. Exit any software applications that use sound such as CD and media players.

2. Run the setup executable file. This file will typically be called eyebeam-CounterPath-

Win32-[build number].exe

WILL PROMPT USERS TO SHUT DOWN ANY VERSIONS OF EYEBEAM ALREADY RUNNING.

3. Follow the prompts of fered by the installation wizard. NOTE THAT USERS MUST ACCEPT THE

LICENSE AGREEMENT TERMS TO INSTALL EYEBEAM FOR WINDOWS.

4. Select Launch eyeBeam at the final step of the wizard to start using the softphone.

5. Click Finish to complete the installation.

2.4.2 Macintosh installation

Follow the instructions below for a Macintosh installation of eyeBeam:

1. The download file is an internet-enabled disk image; therefore most browsers should mount
the file automatically. If this is not the case, locate and double-click the .dmg file after
download.

2. Read the license agreement and click Agree to proceed. NOTE THAT USERS MUST ACCEPT

THE LICENSE AGREEMENT TERMS TO INSTALL EYEBEAM FOR MACINTOSH.

3. Drag the application icon to the folder allocated for installation. This will normally be the

Applications folder. If the user does not have permission to install to the Applications

folder, eyeBeam can be installed to another folder of the user’s choice.

or something similar. NOTE THAT THE INSTALLATION WIZARD

2.5 Uninstalling eyeBeam

To uninstall an existing version of eyeBeam, follow the steps given below:

2.5.1 Uninstalling the Windows version

1. Launch the Windows Control Panel

2. Select Add or Remove Programs

3. Select the appropriate version of eyeBeam and click Change/Remove (or Add/Remove)

5

2.5.2 Uninstalling the Macintosh version

1. Click on the eyeBeam icon and hold it down

2. Drag the icon to the Trash.

2.6 Starting eyeBeam

Users can start eyeBeam for Windows and Macintosh by following the steps given below:

2.6.1 Starting eyeBeam for Windows

1. Click the Start button.

2. Select Programs (All Programs on some systems)

3. Select the eyeBeam folder (or the folder specified upon install).

4. Click the eyeBeam icon.

N

OTE THAT USERS CAN ALSO LAUNCH EYEBEAM BY DOUBLE-CLICKING ON THE

APPROPRIATE DESKTOP SHORTCUT ICON.

2.6.2 Starting eyeBeam for Macintosh

1. Open the folder containing the appropriate version of eyeBeam.

2. Double-click the eyeBeam icon.

2.6.3 License key

When starting eyeBeam for the first time, users will be prompted for a product-specific license
key. Copy and paste this vendor-provided key into the on-screen field labeled License Key.

2.7 The Tuning Wizard

The eyeBeam software includes a Tuning Wizard that allows users to select available audio and
video devices for use during calls. For example, with an installed USB web cam connected to a
computer, the Tuning Wizard can help users select this device for softphone calls.

The Tuning Wizard appears automatically the first time a user runs eyeBeam. Users are advised
to complete the wizard to ensure that all devices are working properly and are set at the proper
level. NOTE THAT THE TUNING WIZARD WILL ONLY APPEAR ON ITS OWN THE FIRST TIME A USER

STARTS EYEBEAM. USERS WILL HAVE TO LAUNCH THE WIZARD MANUALLY EACH TIME AFTER
THAT (RIGHT-CLICK ON THE DISPLAY SCREEN TO ACCESS A CONTEXT MENU FROM WHICH THE

UNING WIZARD CAN BE LAUNCHED).

T

6

Follow the steps below to complete the Tuning Wizard:

1. Click Next to begin the wizard.

2. Choose which type of device to configure.

3. Choose the correct audio devices and mixers to use. Click Next to advance.

4. Adjust the speaker volume to a comfortable level. Click Next to advance.

5. Adjust the microphone volume; listen to the playback of the recorded sample and make
changes if necessary. Click Next to advance.

6. Choose a video device, if applicable. Click Next to advance.

7. Choose the desired video quality, if applicable. Click Next to advance.

8. Click Finish to complete the wizard.

7

3Using the Softphone

3.1 The Dial Pad

The eyeBeam softphone provides an easy-to-use dial pad as the main user interface, which allows
for quick access to both basic and advanced calling features.

Refer to Figure 1 below for an illustration of the eyeBeam user interface.

Camera

Settings

Detach

Video

Drawer

Network

Status

Flash

Record
Button

Help

Minimize

Close

Missed

Calls

Indicator

Line

Buttons

Redial

Calls &

Contacts

Menu

Online
Status

Detach

Contacts

Drawer

Start

Video

Video Drawer

With Local

Video Feed

Transfer

Hold &

Park

Hang

Up

Microphone

Slider &

Level Indicator

Figure 1 - The eyeBeam User Interface

Mute

Clear

Dial
Pad

Speaker

Phone

Speaker
Slider &

Level Indicator

Dial

Auto Answer
Auto Conference
Do Not Disturb &

Conference

Calls &

Contacts

Calls &

Drawer

Contacts

Drawer

8

3.2 Before Making a Call

3.2.1 Things to keep in mind

Making calls with eyeBeam is simple; there are, however, some differences between a softphone
and a traditional telephone that of which the user should be aware:

1. A softphone is a computer application that must be running to make or receive calls.

2. Softphone software must login to the network before making or receiving calls. This proce­dure may take a few seconds as the softphone contacts the user’s service provider network.
Once the softphone’s call status reads Logged in – Enter Phone Number the user is ready to
make or receive calls.

3. Since calls are transm itted over the internet, service quality may drop due to network conges­tion. Although eyeBeam includes advanced signal processing features to mask the effect of
such congestion, decreased voice quality may be noticeable during poor network conditions.
Most broadband connections provide adequate bandwidth for high-quality voice & video.
Users experiencing poor audio or video quality during their calls can refer to
Appendix A: eyeBeam Troubleshooting.

3.2.2 Logging in to a Service Provider

Upon eyeBeam start-up, when the dial pad first appears on-screen, users should see the messages
Initializing, Performing DNS Lookup, followed by Discovering Firewall… in the call status
screen. This normal eyeBeam behavior indicates that the softphone is discovering the user’s
network environment.

After discovering the appropriate network environment, users might see the message Awaiting
proxy login information. This indicates that the user needs to enter VoIP service provider
information—described in Section 2.1.2—to enable the softphone to login to the network.

eyeBeam allows users to configure a softphone to use more than one service provider. Setting up
the softphone for multiple providers is covered in S

Shown below is the eyeBeam settings dialog, which allows users to enter and/or edit settings for
softphones. This dialog can be launched at any time by right-clicking on the main display
window and choosing Settings, and is arranged as a tree with expandable branches similar to
Windows Explorer. When finished entering a group of settings, the user can click OK to save
changes and close the dialog.

ection 5.4.1.

9

Figure 2 - VoIP Service Provider Information

Complete the following fields to login to the service provider’s network. NOTE THAT NOT ALL OF

THESE FIELDS ARE REQUIRED, DEPENDING ON THE SERVICE PROVIDER.

Enable this SIP account

Display Name

User name

Authorization User name

Password

Domain

* Value not used by all Service Providers

Checked

User name. This field is required.

[from the VoIP service provider] (often a “phone number”)
[from the VoIP service provider]*
[from the VoIP service provider]
[from the VoIP service provider]

10

The remaining fields are not usually required by services providers, but may be useful depending
on the user’s local network configuration. Refer to an appropriate local network administrator if
these fields are required for the proper use of eyeBeam.

When finished entering all of the information, click OK to save the settings. If all required
information is saved, the softphone will attempt to login to the service provider’s network,
indicated by a Logging in … message in the call status screen.

Important: When the message Logged in – Enter Phone Number appears
in the call status screen then eyeBeam is ready to make and receive calls.
If users see the message Login failed! Contact Network Admin then they
failed to login successfully and will not be able to make or receive calls.
For such cases refer to Appendix A: eyeBeam Troubleshooting of this
document, which includes troubleshooting tips for this and other potential
softphone problems.

Some versions of eyeBeam come preset with appropriate service provider network information.
For these versions, users may see a login dialog upon start-up that will prompt for a username (or
phone number) and password—as shown in Figure 3 below.

The login dialog included with some
versions of eyeBeam allows users to login
to the appropriate service provider network
by entering a username (or phone number)
and password.

Users can click the Remember check boxes
to the right of the input fields if they do not
wish to re-enter login information upon
each eyeBeam startup.

Figure 3 - Login Dialog

11

3.3 Placing a Call

As mentioned in the previous section, eyeBeam becomes ready to make or receive calls once
users see the message Logged in – Enter Phone Number in the call status screen.

There are several ways to enter a phone number in eyeBeam. Users can click the digits of
eyeBeam’s on-screen numeric keypad, or they can enter the numbers/letters directly from their
computer’s alphanumeric keyboard.

Notice that as users begin entering a
number, Line 1 becomes automatically
selected as the line in use for that call—as
shown in Figure 4 to the right.

If at any point users enter erroneous digits,
clicking the Clear button within the dial
pad or pressing Backspace on the computer
keyboard will allow for corrections.

212

Note that as users enter a phone number
they may see suggestions for completing

Figure 4 - Dialing a Number

that number (as shown in Figure 4). To
enter the rest of the number as suggested,
hit the Tab key on the computer keyboard
to fill in the remaining digits.

When finished entering a number, click the green Dial button within the on-screen dial pad or
press Enter on the computer keyboard.

Like a traditional telephone, users will hear a ringing tone as eyeBeam tries to access the remote
party; with a softphone, users will also see the message Ringing in the call status screen. When
the remote party answers, users will see the message Call Established in the call status screen.

Users can also place a call by clicking on an available on-screen line button and dialing the
appropriate number. Call conferencing is covered in S

ection 4.1 of this document.

12

Important: When users place a call by simply dialing the number of the
other party, they will most likely be using their default service provider for
the call. eyeBeam allows users to have multiple service providers configured
to place calls over a variety of networks.

To place a call via a service provider other than the default, users need to
choose the desired provider (also called the proxy) before entering the
number to dial. Making calls using multiple providers is covered in
S

ection 5.4.1.

Users can also dial a number by entering a valid SIP URL such as: [e-mail]

3.4 Ending a Call

As with traditional phones, softphone calls are brought to a close when either the eyeBeam user or
the other party hangs up.

Users can end an active call by clicking the Hangup button within the on-screen dial pad. When
a call has ended the message Hung up will appear in the call status screen.

After a call has ended, details of the call (such as the length of the call and the caller ID) will
remain in the call display. To clear the display, click the Clear button.

3.5 Redial

To redial a number, click the Redial button within the on-screen dial pad.

3.6 Answering a Call

eyeBeam must be running to answer incoming calls. As users receive a new call, a ring tone will
sound over the computer’s configured speaker device. Users will hear the softphone ringing from
whatever device (e.g. headset/USB phone) they configured within the Tuning Wizard (refer to

ection 2.7 for information about the Tuning Wizard).

S

If the softphone is hidden behind another window or minimized, the application will come into
focus as the incoming call arrives.

13

Incoming calls will be indicated in the call
display as shown in Figure 5 to the right.

Calls will arrive on Line 1 by default, and
are indicated by a flashing light on the line
button.

S

S

Users can choose to ignore calls by clicking
the Ignore button found within the call
status screen below the caller ID of the
incoming call.

Figure 5 - Incoming Call

As a call arrives, click the Dial button (or press Enter on the computer keyboard) to answer.
Users can also click the appropriate flashing line button to answer the incoming call.

3.7 Placing a Call on Hold

While engaged with a call, users can place that call on hold by either clicking the corresponding
line button or by selecting another line altogether. The on-hold line’s button will flash to indicate
that its corresponding call has been placed on hold. T o resume a call that is on hold, select the line
again by clicking on the appropriate button.

3.8 Dial Pad Controls

As described below, the eyeBeam dial pad includes several controls which allow users to
customize their softphone experience:

3.8.1 Microphone and speaker adjustment

The eyeBeam dial pad includes microphone and speaker sliders as shown in Figure 1. Simply
click on the slider and drag it up or down to increase or decrease the desired level.

Users may also mute the softphone so that the other party cannot hear what is being spoken. Press
the MUTE button at the bottom-left of the dial pad to mute the phone. Press the button once more
to take the phone off mute.

14

3.8.2 Codec selection

eyeBeam allows users to select which audio codec(s) to use for calls. Audio codecs describe the
format by which audio streams are compressed for transmission over networks. While some
codecs require less bandwidth than others, lower bandwidth often exhibits lower voice quality.

Users can enable codecs or change their properties by navigating to Media -> Audio ->
Advanced -> Codecs in the Settings menu (right-click to access the Settings menu).

With only one codec enabled, all calls made will use that particular audio compression format.
The G.729 codec consumes the lowest bandwidth, whereas the G.722.2 codec requires the most
bandwidth but provides the best voice quality.

3.9 Context Menu

eyeBeam includes a context menu which allows users quick access to the following features:

• Tuning Wizard

• Privacy Management

• Settings Dialog

• Sip Account Status

• Diagnostic Log

• About Dialog

To launch the dial pad context menu,
right-click (or Control-click for Mac users)
anywhere over the on-screen dial pad.

Figure 6 - Dial Pad Context Menu

The Diagnostic Log contains important network and protocol information that may be useful for
trouble-shooting various issues. For more on this see Appendix A: eyeBeam Troubleshooting.

3.9.1 The Privacy Management window

The Privacy Management window allows users to customize the way in which contacts can reach
them. Right-click the main eyeBeam window and choose Privacy Management.

15

Figure 7 - The Privacy Management Window

Click the Add button to add a contact’s address. By default all actions will be allowed for the
contact. To prevent a particular contact from reaching an eyeBeam user in a certain way, uncheck
the appropriate box in the corresponding column. For example, to allow a contact to phone a user
while preventing them from seeing whether or not the user is online, check Allow Phone, and
uncheck Show Presence.

3.9.2 SIP Account Status

Right-click the main eyeBeam window and choose SIP Account St atus to view the status for SIP
accounts. This feature will show the account name, status, user name, the number of new and
saved messages, the date of last login, and the dialing prefix.

3.9.3 The About window

Right-click the main eyeBeam window and choose About. This will show what version of
eyeBeam is running, and will allow quick access to the user’s VoIP service provider website.

16

3.10 Window Controls

At the top of the dial pad are the help, minimize, and close buttons (see Figure 1). Depending on
the version running, the behavior of these buttons will vary as described below:

3.10.1 Window controls within eyeBeam for Windows

As expected, the minimize button will send the application to the Windows system tray. eyeBeam
users will still be able to receive calls when the softphone is minimized. The close button will
shut down the application altogether; users will not be able to receive calls after closing the
application. NOTE THAT THIS BEHAVIOR IS DIFFERENT FROM PREVIOUS VERSIONS OF EYEBEAM

SOFTPHONES.

3.10.2 Window controls within eyeBeam for Mac

As with other Mac OS X applications, the minimize button will send eyeBeam to the Dock. Like
the Windows version, the close button shuts down the application in one step.

To hide the Mac version of eyeBeam, select Hide eyeBeam from the Application menu item
labeled eyeBeam in the familiar Mac OS X menu bar. eyeBeam and all of its windows will
become invisible, although its icon will remain in the Dock. Click on the icon in the dock to
reveal eyeBeam once again. NOTE THAT WHEN THE PHONE IS HIDDEN, THE DOCK ICON WILL
“BOUNCE” WITH THE RING! MESSAGE SUPERIMPOSED TO SIGNAL AN INCOMING CALL.

3.11 Help

Clicking the help button at the top of the dial pad will open the CounterPath Softphone Support
Forum, where users can post any issue regarding the use of a softphone and receive help from
other users and members of the CounterPath support team. N

OF EYEBEAM MAY LINK TO THE SERVICE PROVIDER’S HELP SITE INSTEAD.

OTE THAT CO-BRANDED VERSIONS

17

4 Extended Calling Features

Along with basic calling functionality, eyeBeam also includes many advanced features found in
traditional business phones. These features include call conferencing and call transfer, each of
which is covered in the following subsections:

4.1 Call Conferencing

eyeBeam allows users to establish a conference call which will let more than two parties to
converse at once. Each party in the conference call can hear and speak to every other participant.

4.1.1 Starting a conference call

Users may host a conference by calling the other parties involved, or by allowing them to arrange
the call themselves. For example, users can create a simple three-way call by following the steps
below:

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

• selecting another line and dialing a third party, or

• accepting an incoming call from a third party by clicking the line on which the call arrives.

N

OTE THAT EITHER OPERATION PLACES THE ORIGINAL PARTY ON HOLD.

2. After informing the arri ving participant about the three-way call, click the CONF button (see
Figure 1) to include all parties in the conversation.

3. To end a three-way call, click the CONF button again to place both parties on hold. At this
point no participants can speak to one another.

4. Users can then talk to each party individually by selecting the appropriate line.

4.1.2 Adding another party to the conference

To add another party to an existing conference call, complete the following steps:

1. Place the conference on hold by clicking the CONF button.

2. Invite another party to the conference on hold by either:

• selecting the line of an incoming call, or

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

NOTE THAT USERS SPEAK TO THE OUTSIDE PARTY WHILE THE CONFERENCE IS ON HOLD.

3. After advising the outside party that they will soon be part of a conference call, click the
CONF button once more to re-establish the conference.

18

4.1.3 Removing a party from the conference

To remove a party form an existing conference call, complete the following steps:

1. Place the conference on hold by clicking the CONF button.

2. Select the line of the participant who wishes to leave the conference.

3. Say goodbye to the party then click the Hangup button.

4. Click the CONF button once more to re-establish the conference.

N

OTE THAT A PARTY MAY LEAVE THE CONFERENCE ON THEIR OWN BY
HANGING-UP. THEIR LINE WILL THEN BE INDICATED AS INACTIVE AND THE
REST OF THE CONFERENCE WILL BE UNAFFECTED.

4.1.4 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. Users can establish multiple conference hosts if they wish 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 its available lines) with one
of those parties being a conference of their own containing six other 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; in a real scenario, however, the number of participants would be limited by bandwidth
constraints at each of the conference host’s machines, causing audio quality to degrade more and
more as new participants are added. For this reason, conference participants are advised to select
lower bandwidth codecs such as G.729 to preserve audio quality during large conference calls.

4.1.5 Adding a party to the conference from the Contact Drawer

Users can also add a person from their Contact list to a conference call by right-clicking their
name in the Contact drawer and selecting Conference in [party’s name]

4.2 Call Transfer

The eyeBeam softphone allows users to transfer an active call to a third party. The softphone
allows two different types of call transfer: unattended and attended.

19

4.2.1 Unattended call transfer

Also called a “blind” call transfer, this type occurs when a user initiates a transfer without
informing the third party that a call is coming their way. Follow the steps below to perform an
unattended call transfer:

1. With an active call in progress, inform the person on the other end that they are about to be

transferred to a third party, then click the XFER button (see Figure 1).

2. Dial the number to which the call is to be transferred.

3. Click the XFER button again to connect the original party to the third party.

When a transfer is complete, the remaining two parties will be speaking to each other and both
will have ended their call with the transferor. Both lines corresponding to the other two parties
will become free for use on the transferor’s softphone.

4.2.2 Attended call transfer

Also known as a “supervised” call transfer, this type occurs when—before making the transfer—a
user first calls to inform the third party that a transferred call is coming their way. Follow the
steps below to perform an attended call transfer:

1. With an active call in progress, select an available line with which to call the third party
(selecting a new line will put the original call on hold).

2. Inform the third party that they are about to receive a call, then press the XFER button
(see Figure 1).

3. Select the line associated with the original party to connect them to the third party.

When a transfer is complete, the remaining two parties will be speaking to each other and both
will have ended their call with the transferor. Both lines corresponding to the other two parties
will become free for use on the transferor’s softphone.

4.3 Call Forwarding

Users can set their eyeBeam softphone to forward incoming calls to a desired URL—which could
be either another SIP User Agent, phone number or a voicemail address. Follow the steps below
to set an existing SIP account in eyeBeam to forward to another URL:

1. Access the Settings dialog by either pressing F8 or by right-clicking and choosing Settings...

2. Select SIP Accounts -> [SIP account to forward] -> Advanced

3. Under Foward Settings, select Fowarding -> Go to forward URL (or Go to voicemail URL
for SIP accounts that support voicemail)

4. In the Forward URL field, enter the SIP URL or phone number to which the selected SIP
account should forward calls

5. Click OK

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4.4 Do Not Disturb

eyeBeam allows users to set their softphone to a Do Not Disturb mode. When the softphone is set
to this mode all incoming calls will be sent to voicemail or given a “busy” indication. NOTE THAT

DETAILED EXPRESSIONS OF THIS FEATURE ARE DEPENDENT UPON THE USER’S SERVICE PROVIDER
NETWORK.

Do Not Disturb is toggled on/off by clicking the on-screen DND button.

4.5 Auto-Answer

eyeBeam allows users to set their softphone to Auto-Answer mode. When the softphone is set to
this mode eyeBeam answers the call automatically after a wait time that can be changed from the
System item found in the Settings menu.

Auto-Answer is toggled on/off by clicking the on-screen AA button.

NOTE THAT THIS FEATURE CAN BE COMBINED WITH AUTO-CONFERENCE DESCRIBED BELOW.

4.6 Auto-Conference

eyeBeam includes an Auto-Conference feature which can be enabled or disabled by clicking on
the AC button. When combined with the Auto-Answer feature described above, eyeBeam can
control the way participants get added to a conference. The different levels of control for
managing a conference are shown in Table 1 below:

Table 1: Conference Management

Level of Control Conference Process

AA off / AC off

Manual conference
AA on / AC off

Auto-answer, manual add to conference

AA off / AC on

Individual answer, auto add to
conference

AA on / AC on

Conference Server Mode

Conference Host manually accepts calls and adds
each to conference – see S
eyeBeam automatically answers calls and the
conference host manually adds each to conference
Conference host answers each call and each is
automatically added to conference

eyeBeam acts as a fully automated conference server
answering each incoming call and adding them to the
conference

ection 4.1.2

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4.7 Flash

The Flash button on eyeBeam works the same way as flash on a traditional telephone. Clicking
the hang-up button quickly on a traditional telephone performs the same task. Such actions are
used sometimes to transfer calls or initiate three-way calling. Note that this functionality depends
on the user’s service provider.

To flash, click the Flash button within the on-screen dial pad.

• If the user is in an active call, clicking Flash will provide a new line

• If the user clicks Flash while receiving a call, the softphone will “pick up”

• If a line is on hold, clicking Flash will allow the eyeBeam user to speak with that person

4.8 Speakerphone

eyeBeam can work as a speakerphone as well. If a user normally speaks with a headset, they will
require a second sound device—such as sound card or USB device—to use eyeBeam as a
speakerphone. Run the Tuning Wizard (see Section 2.7) to set up a speakerphone sound device.

To activate the speakerphone, click the Speakerphone button. To de-activate the speakerphone,
click Speakerphone again.

4.9 Call Record

eyeBeam can record calls. Perform the following steps to set the folder in which recorded calls are
to be stored:

1. Open the Settings dialog

2. Choose the Media branch

3. Under Folder for Media Files, click the Choose Directory button

4. Choose the desired directory and click OK

To record a call, click the REC button at any time during the call. Click the button again to stop
recording. Recordings will be saved as

AVI files.

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5 The Drawers & Settings Menu

As with similar features on cell phones, eyeBeam allows users to store a list of contacts in a
virtual phone book. The softphone also includes a settings dialog, which provides access to a
variety of relevant settings.

5.1 The Contact Drawer

To bring up the eyeBeam Contract Drawer, click the black button toward the extreme right edge
of the softphone application.

To add a new contact, access the Calls & Contacts menu, then choose Add A New Contact.
Enter the name, phone number or SIP URL.

Contacts can be grouped together. To create a new group, access the Calls & Contacts menu,
then choose Add a New Group. This will create a new item in the contact list, which the user can
rename at any time thereafter. To rename an existing group, right-click the group and choose
Rename Group.

To move a contact to a group, simply drag the contact to that group.

To dial a contact’s phone directly from the Contact Drawer, right-click the contact’s name and
choose Place a Call. If there is more than one number for this contact, eyeBeam will show a list
of numbers from which to choose.

To close the Contact Drawer, click the same button at the right edge of the application. Users can
detach the Contact Drawer from the softphone by clicking Detach, and can click Reattach to
reattach a detached Contact Drawer to the softphone.

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Right-click a contact to dial them or add them
to a conference

Users can drag a contact to any other group

Users can drag a contact to a Line or to the
main display window to call them

To rename a group click the group name and
wait one second

Click X at the upper-right corner to close and
reattach the Contact Drawer to the Dial Pad

Drag a contact to an in-use Line to add them to
a conference

Figure 8 - The Contact Drawer

5.1.1 Recent calls

As users make and receive phone calls, eyeBeam stores them in a list of recent calls. Click the
Received Calls item in the Contact Drawer to view recent calls received.

Click the Dialed Calls or Received Calls item in the Contact Drawer to display a comprehensive
list of calls.

Right-click any item to show its context menu. Using this context menu, users can do the
following:

• Phone back the contact

• Mark the call as unanswered

• Delete the call from the list

• Add the caller to the user’s contact list

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5.1.2 Importing contacts

Select this option to import a list of contacts from another CounterPath client into the eyeBeam
phone book.

Access the Calls & Contacts menu of the Contact Drawer, then choose Import Contacts. Find
the appropriate CSV file on the client computer and click OK.

NOTE THAT USERS MUST FIRST EXPORT THEIR LIST OF CONTACTS FROM THEIR COUNTERPATH

CLIENT TO A CSV (COMMA SEPARATED VALUE) FILE. PLEASE REFER TO THE APPLICABLE

COUNTERPATH CLIENT DOCUMENTATION FOR INFORMATION ABOUT HOW TO DO THIS.

5.1.3 Exporting contacts

Users may also export all contacts stored in their eyeBeam phone book into a CSV file that can be
imported later into an e-mail client.

T o do this, select the Export Cont act s menu item from the Calls & Contacts menu in the Contact
Drawer. eyeBeam will prompt the user to specify the name and location of the CSV file
containing their contact list.

NOTE THAT THE USER MUST REFER TO ANY APPROPRIATE E-MAIL CLIENT DOCUMENTATION FOR

INSTRUCTIONS ON HOW TO IMPORT A CSV FILE CONTAINING A CONTACT LIST.

5.2 Instant Messaging

To send an instant message to a contact, right-click the contact, and choose Send an Instant
Message.

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Figure 9 - The Instant Message Window

Type a message in the bottom text area, then click Send on the right to send the message. Click
the blue phone icon near the top of the IM screen to call the person for a voice conversation.
Click the green icon to add them to the contact manager. Click the icon with the red circle to ban
the person. A banned person will not be able to send any phone calls or instant messages to the
user who banned them, and they will not be able to ascertain whether or not the user is online.
Users can un-ban people previously banned using the Privacy Management window. Click the
X icon to close the Instant Message window.

5.3 The Video Drawer

To bring up the eyeBeam V i deo Drawer click on the black button toward the extreme left edg e of
the softphone application.

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To start video, click the Start Video button at
the top of the screen. N

OTE THAT NOT ALL

VOIP SERVICE PROVIDERS ALLOW VIDEO.

Users will see their own image at the bottom
and image(s) of the other party/parties at the
top.

To configure a video camera, click the Video
Tools button. The options available depend on
the type of camera being used. For more
information, please refer to the appropriate
camera manufacturer’s documentation.

Users can close, detach, and reattach the Video
Drawer in the same manner as they would for
the Contact Drawer.

Figure 10 - The Video Drawer

5.4 The Settings Dialog

Right-click on the eyeBeam softphone to bring up the context menu, then choose Settings to
access eyeBeam’s settings dialogs.

5.4.1 SIP accounts

Click Add a new SIP Account to add a new account

Enable this SIP account: Check this box to enable this SIP account.

Display Name: This is the value that will show on the call display

window of many phones.

User name: This value is assigned to the user by their VoIP

service provider. REQUIRED.

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Password: This value is assigned to the user by their VoIP

service provider.

Authorization user name: May be required by the service provider. The value

is often blank, or the same as the user name.

Domain: The domain name for the user’s service provider.

Domain Proxy Host: The fully-qualified domain name or IP address of

the SIP proxy.

Use as Outbound Proxy: Check this box to use the domain proxy host as an

outbound proxy. Often an outbound proxy is used
for call accounting and may be used to traverse
firewalls.

Register with domain: Check this box if users must register with their SIP

proxy to receive inbound calls.

SIP Listen Port: Set this value to specify the UDP port on which to

listen for SIP messages.

Clear Proxy button: Click this button to clear any information in the

current dialog.

Using dialing prefixes to access different SIP proxy accounts

When following the instructions provided in this section to configure a new SIP account,
eyeBeam users can also designate an associated dialing prefix to use for making calls through that
specific SIP account. To access a specific SIP account, enter the appropriate prefix before
entering the desired number to call; to view or change the dialing prefix, access the Settings menu
and complete these steps:

Expand the Add a New SIP Account sub-menu

1. Click on Advanced

2. Locate the Dialing plan input option and either:

• use the displayed prefix to access the specific SIP account

• change the prefix to one more acceptable for accessing the specific SIP account

5.4.2 Firewall/NAT

Send internal IP: Some firewall proxies require the user’s internal IP

address.

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STUN server: Set this value to enable eyeBeam to override the

STUN host. The STUN protocol is the preferred
protocol for detecting firewall and NAT status.

Firewall Proxy: Set the DNS name or IP address of the firewall

proxy of the user’s local network.

Enable ICE: Check this box to enable ICE. ICE is a protocol for

detecting the shortest network path during a voice
conversation, which can help overcome some
problems with endpoints behind the same firewall.

5.4.3 Server-side storage

Use this dialog to indicate where to store contact information. Use either Local, or the information
provided by the VoIP service provider.

5.4.4 Presence

Presence allows other users to see a user’s online status, and for users to see that of others.

Use the information provided by the VoIP service provider.

5.4.5 XTunnels

X-Tunnels is a protocol to tunnel voice packets across firewalls.

Use XTunnels: Set to Never to disable XTunnels. Set to Default or

Always to enable XTunnels.

Use SIP Credentials: Check this box to use the same username and

password as the user’s SIP account.

Username: Enter the appropriate XTunnels username if

different from the user’s SIP account.

Password: Enter a specific XTunnels password if different

from the user’s SIP account.

XTunnels server: Enter the DNS name or IP address of the XTunnels

server (if required).

Protocol Version: Check this value with the VoIP service provider.

Enable data encryption: Check this box to encrypt the voice and data traffic.

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Enable message authentication: Check this box to ensure messages come from the

expected source.

5.4.6 Media

Use this menu to configure headsets, speaker phones, and USB devices

Folder for Media Files: Set the location to save AVI files for recorded

conversations.

Vertically flip AVI video: Check this box if video appears upside-down.

5.4.7 Media – Audio

Internal Sampling Rate: Change this value if the user’s sound card produces

a different sampling rate.

Enable PLC: Packet Loss Concealment (PLC) will improve

audio quality during audio packet loss. Check this
box to enable.

Automatic Gain Control: Automatic Gain Control (AGC) allows eyeBeam to

adjust sound volume for optimal audio listening
quality. Check this box to enable this feature.

Device Name: Select the audio device to use as a headset,

speakerphone, or USB.

Force sampling rate to X Hz: Try entering different values if the user is having

difficulties with their sound card.

Voice Activity Detection: Voice Activity Detection (VAD) allows eyeBeam

to detect speech activity. Change these values to
alter the sensitivity.

5.4.8 Media - Advanced Audio - Codecs

Move codecs to or from the enabled window using the arrow buttons.

NOTE THAT THE OTHER SETTINGS SHOULD NOT BE CHANGED.

5.4.9 Advanced Audio – Panic

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NOTE THAT THESE SETTINGS SHOULD NOT BE CHANGED.

5.4.10 Video

Use this dialog to change video settings. Users may have to set video to the minimum value
before making incremental moves up to determine the best video settings for their system.

5.4.11 System settings

Use this dialog to change voicemail, auto answer, and auto dial settings.

Auto Dial Enabled:

Product Information:

5.4.12 Network settings

Auto-detect IP address:

5.4.13 User Interface

Always on top:

Launch when Windows starts:

Letters to digits mode:

Message:

Check this box to enable auto dialing after a
certain time span. If the user is unable to dial
the number before eyeBeam starts dialing,
uncheck this box.

Technical Support may ask for this value to
identify the appropriate softphone version.

If eyeBeam is having difficulty detecting the
correct values, uncheck this box and enter the
user’s local and NAT IP addresses instead. This
is often useful when on a VPN.

Check this box to force the user interface on top
of all windows at all times.

Check this box to allow eyebeam to start when
the user logs in to Windows.

Check this box to allow dialing by letter (e.g. 1­800-EYE-BEAM to call 1-800-393-2326).

Change the message that others will see when
the user is away from their computer.

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5.4.14 Diagnostics

Set advanced diagnostics options here. Press F9 to view the diagnostic log. NOTE THAT THE

USER’S TECHNICAL SUPPORT REPRESENTATIVE MAY ASK TO ADJUST VALUES ON THIS DIALOG.

5.4.15 License key

Enter the product license key here. The VoIP service provider or softphone reseller will provide
this key to users.

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6 Application Hot Keys

eyeBeam includes a number of keyboard shortcuts available for many of its functions. A list of
these is shown in Table 2 below:

Table 2: 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
Tuning Wizard F7 or Ctrl + 7
Settings Dialog F8 or Ctrl + 8
Diagnostic Window F9 or Ctrl + 9 (Command-D for Mac)
Toggle Letters-to-Digits Space bar (Windows only)
Auto complete (number to dial) Tab
Clear Backspace
Dial Enter
Help Ctrl + F1
Auto-Answer (AA) Ctrl + a
Contacts (Buddies) Ctrl + b
Do Not Disturb (DND) Ctrl + d
Auto-Conference (AC) Ctrl + f
Hang up Ctrl + h
Call Ignore Ctrl + i
Mute Ctrl + m (Space bar for Mac)
Conference Ctrl + n
Hold Ctrl + o
Exit Ctrl + q
Redial Ctrl + r
Send to Voice Mail Ctrl + s
Transfer Ctrl + t
Paste Ctrl + v
Inc/Dec Speaker Volume Up/Down Arrows
Inc/Dec Microphone Volume Right/Left Arrows

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Appendix A: eyeBeam Troubleshooting

The following is a guide to troubleshooting various issues that may arise when using the eyeBeam
softphone. Users may find solutions to common problems explained within.

Networking Problems

This guide assumes that the user’s internet connection is working. If that is not the case, please
contact the appropriate internet service provider.

Login timeout

If the user gets a Login Timed Out error message, they may have entered their username or
password incorrectly. Double-check these values with the VoIP service provider. Users also may
have problems contacting a SIP proxy server. Make sure the user’s computer can ping the
computers listed in Table 3 below. If the user cannot contact any one of these computers, there
may be difficulties with softphone calls.

Table 3: Relevant Network Hosts

Computer
SIP Proxy
Outbound SIP Proxy

(if applicable)
STUN Server
DNS Server
X-Tunnels Server (if

applicable)

Ping is a network utility used to determine if a remote computer is alive and reachable across a
network.

How to ping a computer (Windows):

1. Click the Start button

2. Click Run…

3. Type command

4. Click the OK button

5. The Windows Command Prompt will open

6. At the prompt type
name or IP address of one of the computers in the above table.

ping <computer address>, where <computer address> is the domain

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7. If the result is could not find host, or request timeout, that computer is not available. Please
contact the appropriate VoIP service provider for assistance.

How to ping a computer (Mac OS X):

1. Launch the Network Utility found in the Applications/Utilities folder.

2. Click on Ping from the list at the top.

3. Enter the address of the computer and click Ping.

Firewall and NAT issues

If a user computer is behind a firewall, certain ports must be open for eyeBeam to be able to
communicate with a VoIP service provider . The required ports are listed below in Table 4. Please
refer to applicable firewall documentation for help on opening ports.

Table 4: Standard Ports

Port Type and Number Service
UDP 3478 STUN
UDP 5060 SIP
UDP 8000 RTP
UDP 8001 RTCP

Two additional ports after 8001 are required for each additional line used. For example, if using a
second line, UDP ports 8002-3 are used.

If the user computer is behind a firewall from which it is impossible to open such ports, contact
the VoIP service provider regarding firewall traversal solutions such as X-Tunnels.

If the firewall restricts incoming connections, the user may need to use an Outbound Proxy to
properly receive audio. Ask the VoIP service provider for a Outbound Proxy address and port
number, then enter those values into eyeBeam in the following location:

Settings Menu -> Proxies -> [User’s SIP Proxy] -> <Outbound Proxy>:<Port>

Users must also set the Use Outbound Proxy field (found with the above setting) to Always.

Port forwarding is not required on a user’s NAT.

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Multiple IP addresses on the same computer

If a user’s computer has more than one IP address, eyeBeam may have difficulty choosing the
correct address for softphone calls. T o set the correct IP address manually, configure the following
settings as instructed below:

Settings Menu -> System -> Network -> Auto-Detect IP Address: Unchecked
Local IP Address: [User Computer’s IP Address]
NAT Firewall IP Address: [IP Address of the user’s NAT or firewall]

Another solution is to disable all but one network adapter until after eyeBeam starts.

RPort attribute

Some VoIP providers do not support the “rport” signaling attribute. Check with the VoIP service
provider for details. To turn off “rport” configure the following setting as instructed below:

Settings Menu -> Proxies -> [User’s Proxy] -> Advanced Options -> Use rport: Unchecked

Audio Problems

This guide assumes that the user computer’s sound and video system are working normally, and
that the user has run the Tuning Wizard at least once. To run the Tuning Wizard, right-click over
the dial pad, and select Tuning Wizard.

There are several factors that may affect sound quality when using eyeBeam. These include the
quality of the network connection, network device quality, and headset model. Some of the
common problems experienced are given below, along with some useful tips on how to minimize
their effect:

Audio contains pops at loud points in voice

Popping sound is a symptom of over-modulation. Ask the other party to decrease their
microphone slider and/or adjust the microphone gain.

36

Audio contains bothersome background noise

Significant background noise can be due to the level of the silence threshold. Have the other party
adjust their silence threshold, which they can do by running the Tuning Wizard covered in
Section 2.7.

Audio sounds choppy in a conference

Poor conference audio may be caused by upload bandwidth limitations. For example, some sites
have 1 Mbps download bandwidth, but only 128 kbps upload bandwidth. Under such conditions,
try multiple hosts for the conference, or have all participants disconnect and switch to a lesser
bandwidth audio compression codec such as G.729.

Poo r sound

Poor or scratchy sound is a symptom of a problem with network connections, or a faulty network
card. The following issues could contribute to poor sound quality:

• There may be packet loss on the IP network. Check the network performance, latency, and
throughput. A 200-millisecond round trip latency as determined from a ping should deliver
good audio quality.

• Older network devices may have performance problems. Make sure to use the latest driver.

There is an echo there is an echo

The following tips may be useful for reducing echo heard during the conversation:

• Try using a headset with plugged into the sound card. Another suggestion is to use a
USB-enabled headset, which bypasses system sounds by acting as its own sound device.

• If using a boom type headset, note that some boom headsets can create feedback between the
boom microphone and the headset earpiece.

• The microphone balance is not muted in the playback section of Windows audio controls.
When configuring sound, examine the volume control setting.

• Echo will occur if the user’s microphone can pick up sounds coming from the speakers used
for the softphone call (when not using an integrated headset).

• The microphone level might be too high or the amplifier might be turned on in the generic
Windows audio controls.

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One-way audio

If a firewall restricts incoming connections, users may get only one-way audio. Configure
eyeBeam to use the service provider’s Outbound Proxy (if available), as explained under
Firewall and NAT issues earlier in this appendix.

Diagnostic Log

eyeBeam writes diagnostic information to a log file. Users can view this log file by pressing F9
on their keyboard. The log is rather cryptic, but when having difficulties with eyeBeam, it may
become necessary for the user to e-mail the log to their technical support representative.

2005 CounterPath Solutions

Figure 11 - The Diagnostic Log

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