Академический Документы
Профессиональный Документы
Культура Документы
IP SoftPhone
Notice
This Axxess IP SoftPhone user guide is released by INTER-TEL INTEGRATED
SYSTEMS, INC. as a guide for system users and trainers. It provides information necessary
to properly install, program, operate, and maintain the system.
The contents of this guide, which reflect current Axxess IP SoftPhone, are subject to
revision or change without notice. Software packages released after the publication of this
guide will be documented in addenda to the guide or succeeding issues of the guide.
If additional information is required, please contact your service representative.
Table of Contents
CONTENTS
PAGE
Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1
System Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2
Hardware . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2
Software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2
Software Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3
Software Security Key . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3
Installing IP SoftPhone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3
Uninstalling IP SoftPhone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4
Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5
Device ID . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Progress Bar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Connection . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Password . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Finished . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
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About IP SoftPhone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
The IP SoftPhone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
Feature Key Functions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
LCD Display Menu Keys. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
Keyboard Bindings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
About Your Phone System . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
What You See and Hear. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
What The Administrators Can Do For You . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
About AXXESSORY Talk Voice Mail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18
Initializing Your Mailbox . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18
IP SoftPhone Features. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20
Customizing Keyset Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20
Set Key Font. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20
Set Background Color . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21
Preferences . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21
DSS Map . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26
Diagnostics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27
Customizing Feature Keys . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28
Program . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28
Set Label . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29
Set Color. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29
Review . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29
Cancel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29
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CONTENTS
PAGE
Intercom Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Placing Intercom Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Receiving Intercom Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Outside Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Placing Outside Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Answering Outside Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Using Account Codes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Call Screening . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Call Waiting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Displaying Date, Time, Name, and Extension Number . . . . . . . . . . . . . . . . . . . . . . . . .
Displaying The Outside Partys Name . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Performing A Hookflash During A Call. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Placing Calls On Hold . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Using The Speaker And Microphone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Muting The Microphone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Group Listen Using The Speaker . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Placing Conference Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Using The Message Key . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Leaving Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Receiving Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Transferring Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Transferring To Another Extension . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Transferring To Voice Mail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Transferring To An Outside Number . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
To Pick Up (Reverse Transfer) A Call From Another Extension: . . . . . . . . . . . . . . . . . .
Forwarding Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Manual Call Forwarding . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Automatic System Forwarding . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Station Speed Dialing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Storing Speed-Dial Numbers On Your Phone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Dialing Station Speed-Dial Numbers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
System Speed Dialing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Redialing A Number . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Using The Directories . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Using Do-Not-Disturb Mode . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Using Record-A-Call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Paging . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Making Pages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
To Turn Paging On Or Off . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Reminder Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Remote Feature Access . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Remote Access Password . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Remote Feature Access. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Programming Your Feature Keys . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Setting User Preferences . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Change Volume Levels . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
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CONTENTS
PAGE
Background Music . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Returning To Default Operation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Standard And Alternate Keymaps . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Automatic Call Answer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Multilingual Capability . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Secondary Extension Appearances . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Agent Help . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Instructions For Hunt Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
To Turn On Or Off Hunt Group Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
ACD Hunt Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
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Introduction
The IP SoftPhone supports the Executive Keyset Graphical User Interface (GUI) and
it has the following features:
Feature keys for easy access to the features (See page 14 for basic key functions.)
Helpful LCD displays and eight LCD menu selection keys that change functions
according to the feature you are using (See page 15 for more information.)
Voice connection through PC sound card, speakers, and microphone (See page 9
for more information.)
INTRODUCTION
Thank you for purchasing the Internet Protocol (IP) SoftPhone software package. The
Axxess IP SoftPhone provides the functionality that allows you to make phone calls
through the IP network to the IP Card (IPC) on the Axxess telephone system. Once
the connection is established, you can use the PC microphone to talk to the caller, and
PC speakers or headphone to listen to audio.
System Requirements
The Axxess IP SoftPhone is a very flexible, programmable software that should be
installed on a PC with the following minimum requirements:
HARDWARE
IBM-compatible PC
200 MHz or faster microprocessor
A monitor (set at 800 x 600 or higher resolution)
NOTE: If you try to run the program with 640 x 480 resolution, an error message
will appear and the IP SoftPhone will shut down. Also if you want to use the IP
SoftPhone with 60 DSS keys, the resolution needs to be 1024 x 768 or higher. If
the resolution is too low, the 60 DSS option will be grayed out.
A mouse
Modem (56K or higher) or Ethernet Card
32 megabytes (Mb) of RAM
20 Mb available hard disk space
Network card with TCP\IP configured (or Dial-up Adapter via TCP\IP if via
modem)
CD-ROM Driver or 3.5-inch (1.44Mb) double-sided, high-density floppy disk
drive
Headset with microphone (or speakers and microphone, but headset is preferred)
One available USB or parallel port (for security key)
A software security key
SOFTWARE
NOTE: Refer to the Axxess IP Devices Installation Instructions (part no. 835.2195)
for more information on the Axxess database and IP Card (IPC) programming requirements.
Software Installation
The software license for Axxess IP SoftPhone is controlled by the use of a software
security key. The security key is a small device that must be attached to your PCs
parallel port to fully enable the IP SoftPhone software. Without the security key, the
software will not work. The security key does not affect the functionality of the parallel port itself. Any device that you would normally connect to the parallel port can
also be connected through the security key.
To install the security key, simply attach the appropriate end of the device to the parallel port on the back of your PC.
INSTALLING IP SOFTPHONE
The IP SoftPhone is supplied on CD-ROM.
The following instructions assume that appropriate Windows Operating System is
installed on your PC and that you are familiar with Windows procedures. To install
the software on your PC, follow these steps:
(1) Ensure that Windows is running. (For best results, close all other Windows applications.)
(2) Insert the Axxess IP SoftPhone Installation CD-ROM into the drive.
The set-up wizard should begin. If it does not:
a. From the windows Start menu, select Run.
b. In the text box, type the CD drive location (usually E) followed by
:\_setup (e.g., E:\_setup).
c. Select OK.
(3) Select Install Axxess IP SoftPhone Application. The installation wizard
will begin.
NOTE: When starting the installation, if output or input audio device (speaker or
microphone) is in use by other Windows applications, or output/input audio
device driver and/or appropriate sound card are not installed on your PC, an error
message will be displayed. The error message will terminate the Setup Program.
You must close the applications that are in use, or install appropriate drivers and/
or sound card before starting the installation.
(4) Follow the directions outlined by the installation wizard, selecting Next to
advance to the next screen.
Continued on next page...
Axxess IP SoftPhone User Guide
SOFTWARE INSTALLATION
NOTE: If you want to exit the setup program without completing the installation,
press ESC or select Cancel. Then select Exit Setup when the dialog box
appears. This will stop the setup program and return you to the first screen.
(5) Select Finish to complete the installation.
(6) Select Exit Installation and remove the CD-ROM from the drive.
(7) Restart the computer.
UNINSTALLING IP SOFTPHONE
If necessary, IP SoftPhone can be uninstalled by following these steps:
(1) From Windows, select Start - Settings - Control Panel.
(2) Double-click on Add/Remove Programs.
(3) Highlight the Axxess IP SoftPhone program and then select the Add/
Remove command button.
Configuration
DEVICE ID
When the IP SoftPhone first runs, a Device ID
dialog box will appear, shown on the right, and
you must enter a Device ID. The Device ID is a
number that is used to connect an IP SoftPhone
to an IP Card (IPC) circuit. IPC and IP SoftPhone use the same ID to identify the connecting device. The Device ID is normally provided
by the IPC administrator who has access to the IPC. The format of the Device ID is
12 hexadecimal characters, XXXXXXXXXXXX where X is a hex. character [0-9,
A-F]. Note that the Device ID is NOT necessarily the physical MAC (Media Access
Control) address of the connecting device.
NOTE: If you are using an IP Phone+ and want to switch to an IP SoftPhone, you
must disconnect the existing IP Phone+ connection and reconnect with the IP SoftPhone by launching the application. Ensure the Device Type in IPC Programming is
set to any and that both IP Phone+ and IP SoftPhone have the same Device ID so
that the IPC can identify the connecting device.
To enter the device ID:
Enter a number (up to 12 hexadecimal characters, XXXXXXXXXXXX where
X is a hex. character [0-9, A-F]) in the Device ID text box, and select OK. The
application will automatically insert leading zeros. For instance, if the device ID
is 000000000012, you only need to enter 12. The system will insert the leading
zeros.
NOTE: If you enter an invalid length or invalid character such as
000000000000 or FFFFFFFFFFFF, an error dialog will appear. Consult your
IPC administrator for a correct Device ID.
To cancel the option:
Click
on the right top corner of the dialog box or Cancel. This will terminate
the IP SoftPhone application.
CONFIGURATION
PROGRESS BAR
During the connection, the Progress Bar window, shown on the right, appears. This window allows you to change the connection
settings (e.g., IP Card address, Device ID,
etc.)
CAUTION
If the Program Bar window appears to be stuck in Initializing Connection...
mode and does not disappear for a long time, you may have entered the invalid
Device ID and/or Remote IP Card IP Address. Contact your IPC administrator and
get the correct the Device ID and/or Remote IP Card IP Address, then try again. It
could also be that you have entered a valid device ID and/or Remote IP Card IP
Address but that the IPC is not configured to accept the IP SoftPhone. The IPC
may be configured to accept only an IP Phone+ or something else. If the person
thinks they have entered the correct device ID and/or Remote IP Card IP Address,
but it still does not work, then ask the IPC administrator to check the device type
on the IPC and make sure it is configured to accept an IP SoftPhone connection.
CONNECTION
To change the settings, select Settings on the Progress Bar window. The Preferences
dialog box, shown below, will appear.
IP SoftPhone Device ID: This is an ID for the IP SoftPhone. If you have already
entered the Device ID, the ID you entered will automatically appear.
continued on next page
Remote IPC IP Address: This is an IP address for the IP Card. If the IP SoftPhone is connected to a physically different LAN or subnet, the IPC IP Address
is required in order to establish connection between Axxess system and IPC. The
IPC administrator will provide you an IPC IP address.
To enter the IPC IP address:
Enter a number (up to 12 digits, XXX.XXX.XXX.XXX where X is a number [0-9]) in the Remote IP Card IP Address text box.
To cancel the option:
Select Cancel.
UDP General Purpose Port: This is a default port number to establish socket
connection. This port is required to broadcast messages. It is set to 5567.
NOTE: DO NOT change the port number unless instructed to do so by the IPC
administrator.
To change the port:
Enter new number (range of 1024 - 65535) in the UDP General Purpose
Port text box.
To cancel the option:
Select Cancel.
Current IPC Server: This indicates the IP address for the IPC server that the IP
SoftPhone is connected to. If the IP SoftPhone is currently connected to the IPC
server, the IPC IP address will be displayed as shown on the screen on page 6. If
it is not connected, it will display Not Connected in the field.
CONFIGURATION
PASSWORD
You can set the IP SoftPhone password for security purpose. It prevents other people
from launching your IP SoftPhone on their PCs. Without the password, if other people
knew your IP SoftPhones device ID and the IPC IP address (Remote IP Card
Address), they could connect as you and run your IP SoftPhone on their PCs. Therefore, it is highly recommended to set the password. The password is stored in the IPC
and normally provided by the IPC administrator. It is not necessary to make up your
own password. The maximum length of the password is 9-character long and it may
include any characters including spaces. They are case sensitive.
NOTE: DO NOT change the password unless instructed to do so by the IPC administrator.
To change the IP SoftPhone password:
Enter the new circuit password in the Password text box.
FINISHED
Once the connection is established, the Progress Bar window will close and the IP
SoftPhone display will appear.
NOTE: The Settings tab in the Preferences dialog box contains settings for Always
On Top, Restore Program When Call Rings, Use 3D Buttons, and Use Voice Buffer.
These are for general purpose use, and are not required to be programmed during initial configuration. You may program them later using the Settings menu (see page 24).
VOICE CONNECTION
The IP SoftPhone application provides an audio connection that allows you to use
your PC audio devices (PC sound card, speakers, and microphone) to listen to audio
and talk to caller. The application sends user datagram protocol (UDP) voice packets
to an IP Card on your PC or vice versa.
In order to provide optimal sound quality, the PC sound card must be set to fullduplex mode. Depending on the card types, some sound cards may not support fullduplex mode. If you have a half-duplex sound card, the error message will appear.
To check if your sound card is full-duplex or half-duplex mode:
(1) From the windows Start menu, select Program - Accessories - Multimedia Sound Recorder. The Sound Recorder
dialog box, shown below, will appear.
(2) Record a message using a microphone.
(3) Repeat step (1) to display the second Sound
Recorder dialog box.
(4) Try to record a message using the second Sound Recorder while playing the message you just recorded on the first Sound Recorder.
(5) If your sound card is half-duplex mode, the warning message, shown below, will
appear to inform you that you can only use one Sound Recorder at a time. If you
have full-duplex sound card, you can record a message while playing the message on the other Sound Recorder.
(6) To change the sound card setting to use full-duplex mode, consult your IPC
administrator.
For optimal sound quality, the user's PC must have the following minimum hardware
requirements:
10
VOLUME CONTROLS
One way to control audio quality and/or feedback problems is to adjust the PCs audio
controls. For example, lowering the speaker volume and the microphone gain may
help solve certain echo problems.
Also, some sound cards have mixing capabilities. In the Windows volume control
application (click one of the volume keys; ( VOL + , VOL - , or VOL SAVE ), select Properties from the Options drop-down menu, check Recording, and then select OK. If
Mixed input balance is checked, the caller may experience echo even when using a
headset. Uncheck this option and see if the problem disappears. (Note that not all
sound cards have this feature.)
NETWORK QUALITY
The quality of the IP SoftPhone voice transmission, like that of any other device
transmitting on a data network, is dependent on several variables. These variables can
include the speed and capacity of the network configuration, type of connection, routing scheme, and amount of traffic being passed through the network. Inter-Tel has
used the latest technologies to ensure the best possible quality in all circumstances.
Under optimum conditions, voice quality will not be affected. However, heavy traffic,
complex routing schemes, or poor network connections may cause a degradation in
voice quality (distorted sound or static) or cause delays in transmission.
11
Feature keys for easy access to the features (See page 14 for basic key functions.)
Helpful LCD displays and eight LCD menu selection keys that change functions
according to the feature you are using (See page 15 for more information.)
Voice connection through PC sound card, speakers, and microphone (See page 9
for more information.)
The features that are not supported by the IP SoftPhone are as follows:
PCDPM or MDPM
12
The IP SoftPhone
LCD WITH SIX
16-CHARACTER LINES
8 LCD MENU
SELECTION KEYS
FEATURE
KEYS
RING AND VOICE
VOLUME
CONTROL
SPECIAL
KEY
12-KEY
PUSHBUTTON
DIALPAD
NOTE: The buttons on the IP SoftPhone are called keys. The keys are used for
dialing and for access to the features of the Axxess telephone system and
AXXESSORY Talk voice mail system. The keys are shown as they appear in the
default configuration, yours my have been programmed differently.
13
FEATURE
KEYS
CALL or
LINE
FUNCTION
Answer call
REFERENCE
PG NUMBERS
ACTION
Press
page 31, 33
ANSWER
page 32
Press OUTGOING and dial number
Answer a call or select Press unlit key to select an outside line or page 30, 32
an outside line
flashing key to answer a call
Place call
page 30
IC
Press
DND
Use Do-Not-Disturb
mode
Press unlit DND to turn on Do-Not-Disturb or press lit key to turn it off
page 47
CNF
Place a conference
call
page 37
HOLD
Press
HOLD
page 36
TRANSFER
Transfer a call
Press
TRANSFER
SYS SPD
page 45
REDIAL
Redial a telephone
number
Put a call on the
speaker
Leave or listen to a
message
Mute the microphone
Press
REDIAL
page 46
Press
SPKR
Press
MSG
page 63
Press
MUTE
page 37
Forward call
Press
FWD
Click VOL + ,
the volume
Special key
SPKR
MSG
MUTE
FWD
VOL +
VOL -
IC
page 41
and hang up
, or
VOL SAVE
to adjust
page 43
page 54
VOL SAVE
SPCL
14
MENU
SELECTION
KEYS
MENU
SELECTION
KEYS
The following are common abbreviations you may see on your display:
ACCT CODE
Account Code
CNF
Conference
DEST
Destination
DIR
Directory
DND
Do-Not-Disturb
EXT
Extension
MSG
Message
RCL
Recall
SPKR
Speaker
SPKRPHN
Speakerphone
STN SPD
SYS SPD
TFR
Transfer
TG
TRNK
15
Keyboard Bindings
The IP SoftPhone provides useful binding keys on the PC keyboard that function
exactly same as the keys on the IP SoftPhone keyset display. The keys are as follows:
Ctrl+1
Ctrl+5
Ctrl+2
Ctrl+6
Ctrl+3
Ctrl+7
Ctrl+4
Ctrl+8
Ctrl+q
Ctrl+w
Ctrl+e
Ctrl+r
Ctrl+t
Ctrl+y
Ctrl+a
Ctrl+s
Ctrl+d
Ctrl+f
Ctrl+g
Ctrl+h
F5
F6
F7
F8
F9
F10
F11 / Backspace
F12
Ctrl+
Ctrl+
Ctrl+z
16
Ctrl+ or
F2
F3
Keypad -
or
Shift+3
or
Shift+8
Many features time out if you wait too long before performing the next step. If
this happens, you must start over.
Four fast tones or repeating fast tones signal that you made a mistake, tried to
select a restricted line, dialed a restricted or invalid number, dialed too slowly
between digits, or waited too long before performing the next step. If you hear
this signal, hang up and try again.
Each phone in your telephone system has an extension number that allows you to
place intercom calls to it. Some phones belong to hunt groups that have special
extension numbers which route your call through the phones in the group. Your
trainer or IPC administrator can provide you with a list of extension numbers for
your telephone system.
Some IP SoftPhones have red/green lamps in the feature keys. If you have one of
these phones, and your telephone system is programmed to use them, the lamps
will be green if the associated call is ringing, holding, or active on your phone
and will be red if the call is on another phone. (An exception to this would be if
the programmer has determined that calls that ring in directly to your phone will
always have red lamps.)
IPC administrator: There are certain telephone system functions that can be
performed for you only by the IPC administrator. These include:
Set the date and time
Program system speed-dial numbers
Make database changes, such as programming user names, toll restriction,
do-not-disturb messages, and extension numbers
Continued on next page
17
If you are a IPC administrator or need more information than this guide covers, refer
to the Inter-Tel Axxess Administrator's Guide (part number 550.8001).
(3) Enter your mailbox number and default password. (Your default password is your
mailbox number.)
(4) If you want a password, enter a new password using digits 0-9 (up to 12 digits).
Then press # or the minus (-) key on the keypad. Voice Mail plays back your
password.
Continued on next page
18
(5) Press # or the minus (-) key to accept the entry. (Or, press 3 if you wish to reenter your password.) The system prompts you to record your directory name.
(6) After the tone, record your first and last name. When finished, press
minus (-) key.
or the
(7) Press # or the minus (-) key again to accept the name. (Or, press 1 to replay
the name you just recorded, press 2 to add to your name, or press 3 to erase
and re-record it.)
(8) The system then plays a prompt that introduces you to the basic Voice Mail features. (You can skip this introduction by pressing # or the minus (-) key, if
desired.)
For complete instructions on using AXXESSORY Talk Voice Mail, see page 62.
USING AXXESS IP SOFTPHONE
19
IP SoftPhone Features
CUSTOMIZING KEYSET SETTINGS
Axxess IP SoftPhone offers several
basic features to customize your keyset settings. Right-clicking the mouse
button on the IP SoftPhone background area will display the option
menu as shown below. The details of
the features are described in the following pages.
20
Preferences
The IP SoftPhone allows you to change the connection settings (Device ID, Remote
IP Card IP Address, UDP (User Datagram Protocol) General Purpose Port, and the IP
SoftPhone password. When you select Preferences, the screen shown below will
appear.
21
IP SOFTPHONE FEATURES
Connection
IP SoftPhone Device ID: This is an ID for the IP SoftPhone. The IPC administrator will provide the number.
To change the device ID:
Enter new number (up to 12 hexadecimal characters, XXXXXXXXXXXX
where X is a hex. character [0-9, A-F]) in the Device ID text box. The dialog box will automatically insert leading zeros. For example, if the device ID
is 000000000012, you only need to enter 12.
NOTE: If you enter an invalid length or invalid character such as
000000000000 or FFFFFFFFFFFF, an error dialog will appear. Consult
your IPC administrator for a correct Device ID.
To cancel the option:
Select Cancel.
UDP General Purpose Port: This is a default port number to establish socket
connection. This port is required to broadcast messages. It is set to 5567.
NOTE: DO NOT change the port number unless instructed to do so by the IPC
administrator.
To change the port:
Enter new number (range of 1024 - 65535) in the UDP General Purpose
Port text box.
To cancel the option:
Select Cancel.
22
Current IPC Server: This indicates the IP address for the IPC server that the IP
SoftPhone is connected to. If the IP SoftPhone is currently connected to the IPC
server, the IPC IP address will be displayed as shown on the screen on the previous page. If it is not connected, it will display Not Connected in the field.
Axxess IP SoftPhone User Guide
Password
You can set the IP SoftPhone password for security purpose. It prevents other people
from launching your IP SoftPhone on their PCs. Without the password, if other people
knew your IP SoftPhones device ID and the IPC IP address (Remote IP Card
Address), they could connect as you and run your IP SoftPhone on their PCs. Therefore, it is highly recommended to set the password. The password is stored in the IPC
and normally provided by the IPC administrator. It is not necessary to make up your
own password. The maximum length of the password is 9-character long and it may
include any characters including spaces. They are case sensitive.
NOTE: DO NOT change the password unless instructed to do so by the IPC administrator.
To change the IP SoftPhone password:
Enter the new circuit password in the Enter Password text box.
Remember Password: If you want the application
to remember the new password so that the application will not ask for a password every time you
launch, check Remember Password. If you select
OK without checking the Remember Password flag,
next time you launch the application, the Enter
Password dialog box, shown on the right, will appear. If the invalid password
were entered three times, the application will shut down.
Once programming is finished, select OK to save the changes. Or, select Cancel to
exit the dialog without saving the changes.
NOTE: In order for the new settings to take effect, you must save the changes, then
exit and restart the IP SoftPhone application.
23
IP SOFTPHONE FEATURES
Settings
When you select Settings in the Preferences
window, the window shown on the right
appears.
Restore Program When Call Rings: If this option is checked and the IP SoftPhone keyset display is minimized, when you receive an incoming call or a
reminder message, the IP SoftPhone will maximize the keyset display and pop up
on the desktop. By default, this option is disabled.
To enable this option:
Check Restore Program When Call Rings in the option menu.
To cancel this option:
Check Restore Program When Call Rings again.
Use Three Dimension (3D) Buttons: When this option is checked, the dial key
buttons will appear with 3D buttons instead of 2D buttons as shown below. (To
increase the refresh rate, it is recommended to use 2D buttons.) By default, this is
set to 3D buttons.
2D Buttons
3D Buttons
24
Use Voice Buffer: In environments where there is heavy network traffic, the
audio quality of the IP SoftPhone may be effected. The symptom is a loss of
audio (i.e., the call is choppy). This is caused by lost packets (the audio packets
of voice never make it to the receiving device), or they arrive too late to be
played in the correct order (known as jitter). If the symptoms described above
occur, enable the Voice Buffer option. Enabling this option holds voice transmitted from the source device for a period of time to allow a smooth generation of
voice on a network that delivers packets in variable amounts of time.
NOTE: The Voice Buffer results in better sounding voice, but adds to delay when
the voice packets are played during the call.
CAUTION
DO NOT enable this option under normal network traffic (not heavy). It will
not improve audio quality, but cause more delay.
Boost Incoming Audio: This option adds receive gain to each call without
changing your PCs multimedia volume setting. Select a value (1-9) by which
you want to increase the incoming (receive) sound volume for all IP SoftPhone
calls.
25
IP SOFTPHONE FEATURES
DSS Map
NOTE: The DSS Map option menu appears only when the DSS keymaps are programmed to the associated circuit in the Axxess Database program.
The IP SoftPhone supports up to 60 DSS keymaps. DSS keymaps provide one-key
access to extension numbers. It also shows the status of the station or hunt group
(local or off-node) associated with the key, unless the station is an off-node device.
NOTE: If you want to use the 60 DSS keys, the display resolution needs to be 1024 x
768 or higher. If the resolution is too low, the 60 DSS option will be grayed out.
To show the DSS keymaps on the keyset display:
Select DSS Map from the option menu and check either 20 Keys, 40 Keys, or
60 Keys. The DSS keymaps will appear on the right side of the keyset display.
For example, if you select 60 Keys, the screen shown below will appear.
26
DIAGNOSTICS
The window shown on the right is used
to diagnose whether you have the optimum frame lengths for the audio driver
and IPC. Having optimum frame lengths
for audio driver and IPC will help
reduce extra jitter problems as described
on the previous page. The window is
used only for reference purpose and the
settings cannot be changed on this window.
Depending on the audio driver installed, the frame length varies. For best results,
the IPCs Audio Frames/IP Packet setting should be an even multiple of the
audio drivers frame length. For example, if the audio driver is using 30 ms
frames, the IPC should use 30 or 60 ms frames (the IPCs Audio Frames/IP
Packet setting should be 3 or 6). If the audio driver is using 60 ms frames, the
IPC should use 60 ms frames (the IPCs Audio Frames/IP Packet setting
should be 6).
If the IPCs setting is set to lower than the audio drivers frame length, consult
the IPC administrator who has access to the IPC to adjust the IPCs setting.
NOTE: If you are satisfied with the audio quality even though the setting is incorrect, you do not have to change the IPC setting. In most cases, it will not matter if
the setting is incorrect. The IPC will simply detect extra jitter, handle it with its jitter buffer, and play the audio correctly.
27
IP SOFTPHONE FEATURES
Audio Driver Frame Length (ADFL) and Current Frame Length Setting
(CFLS): To avoid extra jitter problems, you should have appropriate frame
lengths for the audio driver and IPC. The Audio Driver Frame Length is the average frame length (milliseconds) that the IP SoftPhone receives from the audio
driver on your PC. The Current Frame Length Setting is the frame length (ms) of
the voice packets that IPC expects to receive from the IP SoftPhone.
Program
This option allows you to customize programmable feature keys.
To customize the programmable feature key:
(1) Move the mouse pointer to the desired programmable feature key and right-click the
mouse. The Set Key Label option menu will
appear as shown on the right.
(2) Enter the desired name (up to 10 characters) in
the text box and select OK.
(3) If the key had been programmed, the LCD
display will show the name and the number
that are currently programmed. If you know
the feature code, enter (or overwrite if the current code exists) the feature code in the Key
Value field, shown on the right, using the keypad on your keyboard (if Num Lock is
enabled).
OR select IC DIRECTORY or FEATURE DIR to search a desired extension
number or feature name and the code.
(4) After finished programming, the LCD display will automatically return to the
main display.
To cancel the option:
Select Cancel.
28
Set Label
This option allows you to change the label name of programmable feature keys.
To change the label name of the programmable feature key:
(1) Move the mouse pointer to the desired programmable feature key and right-click the
mouse.
(2) Select Set Label. The Set Key Label
option menu will appear as shown on the
right.
(3) Enter the desired feature name (up to 10 characters) in the text box and select
OK.
To cancel the option:
Select Cancel.
Set Color
IP SOFTPHONE FEATURES
Review
This option allows you to view the feature keys.
To review the feature key:
Move the mouse pointer to the desired feature key and select Review by rightclicking the mouse.
The feature name currently programmed on the key will be displayed on the LCD
display.
Cancel
This will close the option menu.
To close the option menu:
Select Cancel from the option menu.
Axxess IP SoftPhone User Guide
29
SPKR
(2) Move the mouse pointer to the dial pad on the IP SoftPhone and click desired
numbers. OR enter dial numbers using the keypad on your keyboard (if Num
Lock is enabled). The LCD will display the digit as a digit is entered.
Options
If there is no answer or the phone is busy when you place an intercom call, you can
do any of the following:
You can leave a message: Press MSG or the LEAVE MESSAGE menu key.
Then press lit SPKR to hang up OR wait for their message center to answer.
(See page 39 for more Message options.)
You can leave voice mail: Press the LEAVE VOICE MAIL menu key to call their
mailbox. (This option appears only if the called phone has a Voice Mail mailbox.)
If the phone is busy when you place an intercom call, you can do any of the following:
You can stay on the line and wait for the phone to become available: Do not hang
up. After a system timer expires, you hear music until the phone is available.
(You cannot do this if the called phone is in do-not-disturb mode.)
To request a callback (queue on to the phone): Press the QUEUE menu key, then
press lit SPKR to hang up.When the phone is available, your phone rings. (To
cancel the queue request before the callback, press 6 .
30
SPKR
or
ANSWER
Options
To disable your phones handsfree answering feature and make all incoming calls
ring until you answer them:
Press 3 1 9 on the keyboard or using a mouse. (Repeat this step if you want
to turn handsfree answering on again.)
IC CALL TO DND: This places your phone in do-not-disturb mode and blocks
the call. (See page 47 for more information about do-not-disturb mode.)
31
Instead of answering a ringing call, you can press one of the following menu keys:
SEND TO V-MAIL: This sends the call directly to your Voice Mail mailbox.
(You will not see this option if you do not have a mailbox.)
OUTSIDE CALLS
Placing Outside Calls
The Basics
To place an outside call:
(1) Click
OUTGOING
OR press
on the keypad.
(2) Dial the desired number. (If you see a request for an account code and hear a single progress tone, you must dial an account code before you can place your call.)
(3) When finished with the call, press lit
SPKR
to hang up.
NOTE: If an IP SoftPhone user dials 911 from a remote location, the call will be
placed from where the Axxess System is located. Since 911 services use caller ID to
help locate the caller, emergency service could be misdirected or delayed. Also, the
911 service contacted may be local to the Axxess, but not to the IP SoftPhone. Ensure
to use a local telephone line for placing emergency calls. Also note that the IP SoftPhone will not function in the event of a power failure at either the local site or the
Axxess location.
Options
Depending on how your system is programmed, you may be able to use one of the
following methods to select an outgoing line, instead of pressing the OUTGOING
key:
Dial the Outgoing Call feature code (default is 8).
Press an unlit CALL key, if you have one.
Press an unlit LINE key, if you have one.
Dial a Select Line Group feature code (defaults are 9201-9299 and 9300093107).
Dial the Automatic Route Selection (ARS) feature code (default is 9200).
If the line is busy when you try to call out, you can request a callback when it is
available:
To request a callback (queue on to the line): When you hear busy signals, press
the QUEUE menu key and press lit SPKR to hang up.When the line is available, your phone rings. (To cancel the queue request before the callback, press
6 .
Continued on next page
32
When dialing the number, you can press one of the following menu keys:
OUTSIDE DIR: This selects the speed-dial directory. See page 46.
STN SPEED DIAL: This selects the station speed-dial feature. See page 44.
SYS SPEED DIAL: This selects the system speed-dial feature. See page 45.
REDIAL: This redials the last outside number you dialed. See page 46.
SPKR
or
ANSWER
Options
Depending on how your system is programmed, you may be able to use one of the
following methods instead of pressing the ANSWER key:
Press the flashing CALL key, if you have one.
Instead of answering, you can send the call to your Voice Mail mailbox:
Press the SEND TO V-MAIL menu key to transfer the call directly to your Voice
Mail mailbox. (You will not see this option if you do not have a mailbox.)
To pick up (reverse transfer) a call that is ringing or holding at another phone:
(1) Dial
(2) Dial the extension number where the call is ringing or holding.
Standard account codes that are entered into the SMDR report automatically
whenever you place a call.
Forced account codes that you must dial before being allowed to place an outside
call, as described on the preceding page.
Optional account codes that can be entered at any time during a call.
Your customer service representative or IPC administrator can tell you which types of
account codes are used on your telephone system.
To enter an optional account code:
While on an outside call, press SPCL , dial 3 9 0 , and then dial the optional
account code. If the account code is not immediately accepted, press # .
Continued on next page
Axxess IP SoftPhone User Guide
33
To set an account code for all calls placed from your phone:
Dial 3 9 1 and then the account code. If the account code is not immediately
accepted, press # . This code will be used for all calls made from your phone
until it is disabled.
To disable the code: Dial
Call Screening
This feature is available only if your telephone system is equipped with an AXXESSORY Talk voice processing unit. The call screening Transfer Method options can
be programmed through your voice mailbox (see page 67). Depending on the Transfer
Method programmed for your phone, transferred calls from AXXESSORY Talk may
be unannounced (as usual), or one of the following may occur:
Announce Only Calls: Before Voice Mail transfers a call to you, a prompt
asks the caller to record his or her name. When you answer, you hear You have a
call from (caller's name).
Screened Calls: Before Voice Mail transfers a call to you, a prompt asks the
caller to record his or her name. When you answer the call from Voice Mail, you
hear, You have a call from (caller's name), You have the following options:
To accept the call, press the ACCEPT menu key or
To send the call to voice mail, press the SEND TO V-MAIL menu key or
2 .
To forward the call to another extension, press the FORWARD menu key or
3 and then enter the extension number.
To refuse the call, press the REFUSE menu key or
Call Waiting
If you receive a call while you are already on another call, you will hear a call waiting tone and/or you will see a display.
To respond to a waiting call (you hear a single tone and a key is flashing):
End your current call, place it on hold, and/or use one of the following menu
keys:
34
ANSWER: This answers the ringing call. (If you did not place the current
call on hold, it is disconnected.)
SEND TO V-MAIL: This sends the call directly to your Voice Mail mailbox.
(You will not see this option if you do not have a mailbox.)
SPCL
and dial
SPCL
and dial
SPCL
and dial
35
A timed hookflash (a quick hang up and release) may be required for certain telephone company services. This feature code sends a hookflash over the outside line.
Individual Hold places the call on hold at one phone. It can then be directly
picked up at that phone or it can be picked up at another phone using the reverse
transfer (call pick-up) feature.
An outside call on System Hold can be picked up directly at any keyset that
shows a flashing key for the call, including the keyset that placed it on hold.
(Intercom calls cannot be placed on system hold.)
HOLD
SPKR
SPCL
and dial
SPKR
(3) To return to a call on system hold at any keyset with a flashing key, press the
flashing key.
To pick up (reverse transfer) a call that is holding at another phone:
(1) Dial
36
MUTE
MUTE
NOTE: Since the IP SoftPhone requires speaker or headset to transmit audio, enabling
this feature will not affect its function. Other people in the room can listen to the conversation whether or not this feature is turned on.
To turn the group listen feature on or off during a call:
While on a call using the headset, press SPCL and dial 3 1 2 . You hear a
confirmation tone and the display shows GROUP LISTEN ON or GROUP
LISTEN OFF. (The other party will not hear the confirmation tone.)
NOTE: If you are using the handset, the SPKR key lamp will remain unlit, even
though the speaker is on.
37
This feature cannot be used on a handsfree call. You must be on a call using a headset
before entering the feature code.
The Basics
(1) While on the first call, press
hold.
CNF
(2) Place another intercom or outside call. Place it on hold by pressing flashing
CNF
or CNF. (If necessary, repeat this step to place one more call on hold.)
(3) Press CNF or the CONNECT TO CONFERENCE menu key to join all of
the calls together in the conference.
Options
During the conference call you can do the following:
Place the conference on hold: Press the HOLD menu key. This places the conference on hold (the parties are still connected). To return to the conference, press
flashing CNF .
Drop out of the conference: Press flashing CNF . Then press lit SPKR to hang
up. This removes your phone from the conference, but leaves the other parties
connected.
Add additional parties to the conference: Do the following:
Press the ADD PARTY menu key. This leaves the conference parties connected.
Press lit CNF twice (or press lit CNF once and then press CONNECT
TO CONFERENCE) to put yourself and the new party into the conference.
End the conference and place all parties on individual hold: Press flashing
CNF
and then press HOLD to place all of the parties on individual hold. You
can then speak to one party at a time by pressing HOLD or a flashing key.
Mute your microphone: Press MUTE or the MUTE menu key. This turns your
microphone on or off during the conference. You can hear the conference parties,
but they cannot hear you.
Transfer the conference to another extension or to voice mail: Press TRANSFER or
the TRANSFER CNF menu key and dial the desired extension number. Then
press or lit SPKR to hang up when you are ready to complete the transfer.
38
Have the called party return your call. When the party you called responds to
the message indication, a call is automatically placed to your phone.
Leave a message with the called party's message center (which can be a person or voice mail): When the party you called responds to the message, a call is
automatically placed to his or her message center instead of your phone.
The Basics
To leave a message:
(1) While on an intercom call, press
(2) Press lit
SPKR
MSG
Options
To leave a message without placing an intercom call:
(1) Press
MSG
MSG
(2) Dial the extension number of the phone where you left the message.
39
Leaving Messages
Receiving Messages
The Basics
When you see a flashing MSG key:
Press flashing MSG . A call is automatically placed to the phone or message
center that left the displayed message.
Options
To select the message you want to answer first:
Press the VIEW MESSAGE menu key to view the waiting message (if more
than one message is waiting, scroll to the desired message using the PREVIOUS
or NEXT menu key), then press the REPLY menu key to respond.
To cancel a message while it is displayed without answering it:
(1) Press flashing
to be canceled.
(2) Press
40
MSG
TRANSFERRING CALLS
Transferring To Another Extension
(1) Press TRANSFER or the TRANSFER menu key. (Or, press the TRANSFER TO
HOLD menu key if you want to place the call on hold at the other phone.)
(2) Dial the desired extension number OR press the IC DIRECTORY menu key to
look up the number. To transfer to your message center, press the MESSAGE
CENTER menu key.
(3) Wait for an answer, announce the call, and then press lit
complete the transfer.
SPKR
to hang up to
(4) If the number is busy, there is no answer, or the transfer is refused, return to the
caller being transferred by pressing the flashing key.
TRANSFER
TRANSFER
(2) Select an outgoing line by pressing the OUTSIDE PHONE menu key.
(3) Dial the desired telephone number.
(4) Wait for an answer, announce the call, and then press lit
complete the transfer.
SPKR
to hang up to
If the number is busy, there is no answer, or the transfer is refused, return to the
caller being transferred by pressing the flashing key.
41
NOTE: If the special Transfer-To-Connect option has been programmed for your
phone, a transferred call connects immediately once the transferring party hangs up. (If
the option is disabled, you must press a Call key to answer the transferred call.)
(2) Dial the extension or hunt group number where the call is ringing or holding.
(See page 59 for more information about hunt groups.)
42
FORWARDING CALLS
Manual Call Forwarding
With manual call forwarding, you can choose to send incoming calls to another extension number. You may also be able to forward calls to outside numbers, if your phone
is programmed to allow it.
To forward calls:
Press
FWD
ALL: All incoming calls are forwarded without ringing at your phone.
NO ANSWER: All incoming calls are forwarded if they are not answered
before a timer expires. (This timer is adjusted by the installer; it cannot be
changed at your phone.)
BUSY: When your phone is busy, all incoming calls are forwarded without
ringing at your phone.
Dial a telephone number OR press the OUTSIDE DIR menu key to look up
and select a number.
FWD
43
(2) Dial the location code 0-9 to be programmed OR press a Station Speed-Dial key
that you want to program (if you have one).
(3) Enter the desired name for the speed-dial number to be programmed as described
below:
To enter the letters or numbers:
Enter the desired letters or numbers (up to 16 characters) using the keyboard.
Press Spacebar to leave a space. Press Backspace if you need to backspace.
NOTE: If you would like to enter slash (/) or pound (#) key, use the Keypad keys
on the keyboard or the Dialpad keys on the screen.
(4) Press the ACCEPT menu key to save the name.
(5) Enter the extension number or telephone number to be stored. Press
leave a space. Press Backspace if you need to backspace.
Spacebar
to
Spacebar
to leave a
HINT: If you want to be able to dial outside telephone numbers without first
selecting an outgoing line, enter a line access code (such as the Outgoing Call
code 8) before the outside telephone number.
(6) Press the ACCEPT menu key to save the number.
To view the current programming of Station Speed-Dial keys:
(1) Dial
44
SPKR
to exit.
Axxess IP SoftPhone User Guide
(2) Dial the location code 0-9 to be erased OR press the Station Speed-Dial key to be
erased.
(3) To remove the name, press
(4) Press
tinue.
Backspace
, the ACCEPT menu key, or the minus (-) key on the keypad to con-
Backspace
Using a Station Speed-Dial key: Press the desired Station Speed-Dial key.
SYS SPD
OR dial
(2) Dial the location code (000-999) for the desired number. The number is displayed.
(3) To dial the displayed number, press
key on the keypad.
45
REDIALING A NUMBER
If you reach a busy number, are disconnected, or if there is no answer, the number in
your redial memory can be redialed easily. An outside line is automatically selected
and the telephone number is redialed.
Your phone can be programmed to store, in redial memory, the last outside telephone
number that you dialed or an outside telephone number that you saved. (Your trainer
or IPC administrator can tell you whether your phone is programmed for Last Number Dialed or Last Number Saved operation.) Choose the appropriate procedure
for your phone:
To use the Last Number Dialed feature (if enabled):
EITHER, press
REDIAL
OR, press the OUTGOING or OUTSIDE CALL menu key and then the REDIAL
menu key. The number is dialed.
To use the Last Number Saved feature (if enabled):
To save a number: While the phone is idle or while listening to intercom dial
tone, press REDIAL .
To redial the saved number: While on a call or after selecting a line, press
REDIAL . A line is selected automatically and the number is dialed.
46
NEW MESSAGE
11
12
13
14
15
16
17
18
19
20
DEFAULT MESSAGE
OUT OF TOWN TIL
OUT OF OFFICE
OUT UNTIL
WITH A CLIENT
WITH A GUEST
UNAVAILABLE
IN CONFERENCE
AWAY FROM DESK
GONE HOME
OUT TO LUNCH
NEW MESSAGE
To enable do-not-disturb:
(1) Press
DND
(2) Dial the desired two-digit number for the message you wish to use OR press the
SCROLL menu key (and PREVIOUS or NEXT) to scroll through the messages.
(3) If desired, customize the second display line by entering the desired numbers or
letters (up to 16 characters) as described below:
To enter the numbers:
Enter the desired numbers using the keypad on your keyboard. The numbers
will appear on the second display line. Press Spacebar to leave a space. Press
Backspace if you need to backspace.
To enter the letters or numbers:
Click the USE ALPHA MODE menu key or MSG . Then, enter the
desired letters or numbers using the keyboard. Press Spacebar to leave a
space. Press Backspace if you need to backspace.
NOTE: If you would like to enter slash (/) or pound (#) key, use the Keypad keys
on the keyboard or the Dialpad keys on the screen.
(4) Press lit
SPKR
47
01
02
03
04
05
06
07
08
09
10
DND
USING RECORD-A-CALL
If your telephone system is equipped with an AXXESSORY Talk voice processing
unit, your phone may be programmed to use the Record-A-Call feature. If so, you can
dial a feature code whenever you want to record an ongoing call in a mailbox message. You can retrieve the message later, just as you would any other mailbox message.
To use the Record-A-Call feature:
(1) While on a call, press
CALL menu key.
SPCL
and dial
(2) If required, dial the desired mailbox number. (Your phone may be programmed to
select the mailbox, or you may be required to dial it.)
(3) You hear a confirmation tone when the Record-A-Call feature is activated.
To turn off Record-A-Call: Press SPCL and dial
CANCEL RECORDING menu key OR press lit SPKR
5 OR press the
8
to hang up.
PAGING
The Paging feature allows announcements to be made through keyset speakers. If
your system is equipped with optional external paging equipment, announcements can
also be made through the external speaker(s).
There can be up to 10 paging zones. Each paging zone can contain different combinations of keysets and the external paging equipment. Your trainer or IPC administrator
can tell you how your paging zones are programmed. You can list them here for your
convenience:
0 _______________________
5 _______________________
1 _______________________
6 _______________________
2 _______________________
7 _______________________
3 _______________________
8 _______________________
4 _______________________
9 _______________________
48
Making Pages
(1) Dial
SPKR
to hang up.
49
REMINDER MESSAGES
Reminder messages are set, like an alarm clock, to signal you at a specified time. You
can select the message and time up to 24 hours in advance.
At the programmed time, the reminder message signals you with eight short tones and
your display shows the message. If your phone is busy, you still hear the tones and the
message displays for 10 seconds during the call, then the display returns after you
hang up. (Reminder displays interrupt, but do not affect, programming.)
There can be up to 20 different Reminder messages in your telephone system. They
can be changed by the IPC administrator, installer, or programmer. Your trainer or
IPC administrator will give you a list of Reminder Messages for your system. You can
list them here for your convenience:
DEFAULT MESSAGE
01
02
03
04
05
06
07
08
09
10
NEW MESSAGE
MEETING
STAFF MEETING
SALES MEETING
CANCEL MEETING
APPOINTMENT
PLACE CALL
CALL CLIENT
CALL CUSTOMER
CALL HOME
CALL CORPORATE
DEFAULT MESSAGE
11
12
13
14
15
16
17
18
19
20
NEW MESSAGE
CALL ENGINEERING
CALL MARKETING
CALL ACCOUNTING
CANCEL DND
CANCEL CALL FWD
TAKE MEDICATION
MAKE RESERVATION
REVIEW SCHEDULE
LUNCH
REMINDER
(2) Dial the desired two-digit number for the message that you want OR press the
SCROLL menu key to begin scrolling through the messages.
(3) While the desired message is displayed, press
the minus (-) key on the keypad.
(4) Enter the time you wish to receive the message in hours and minutes. For example, 0900 = 9:00. (If you dial three digits, such as 900 for 9:00, press # or the
minus (-) key.)
If your system is set for 12-hour display format, press the AM or PM menu key. (If
it is set for 24-hour format, you do not need this step.)
To cancel all reminder message requests before they signal you:
Dial
To clear a received reminder message (you hear eight short tones and see a reminder
message display):
Press
50
To turn on Do-Not-Disturb:
Enter 3 7 0 .
Enter message number (01-20) and, if desired, enter the optional second-line
message text.
Press lit
SPKR
to hang up.
51
SPKR
to hang up.
52
(1) Dial
SPKR
to hang up.
53
54
Background Music
To enable or disable background music:
Dial
SPCL
and dial
55
If your telephone system is equipped with a music source, you can listen to music
through your speaker.
Multilingual Capability
Your telephone system may provide a choice between English, Spanish, and Japanese
prompts and displays. An option in the database determines the language that will be
used by each phone. If your phone is programmed for English, all displays appear in
English and all AXXESSORY Talk voice mail prompts are delivered in English
(unless changed, as outlined below). If programmed for Spanish, all displays appear
in Spanish characters and all voice prompts are played in Spanish. By default, all
phones are set for English.
User-programmed messages can include English, Spanish, or Japanese characters, or
a combination. In displayed lists, such as directories, the English (or Spanish) characters are alphabetized before the Japanese characters. Therefore, Japanese names will
appear after the English (or Spanish) names.
NOTE: Japanese prompts and displays are currently not supported.
To change the assigned language for your phone:
Dial 3 0 1 to change between English and Spanish, as desired. Your display
shows the current language.
56
(2) Press the secondary extension key and dial the desired extension number.
If you have a secondary extension key, it functions as follows:
When a call is ringing or holding on any Call key at the primary phone, pressing
your flashing secondary extension key for that phone will answer the call.
If your secondary extension key is unlit, pressing the key places an intercom call
to the primary phone.
NOTE: If the key is flashing, you can still place an intercom call to the primary phone
without answering the incoming call by pressing # or the minus (-) key before pressing the flashing secondary extension key. (Or, of course, you can just dial the primary
phone's extension number.)
After answering a call on the secondary extension key, you can transfer it back to the
primary phone using one of the following methods:
Transfer to hold: To transfer the call to hold at the primary phone, press the secondary extension key, announce the call (if desired), and then press lit SPKR to
hang up.
Transfer to ring: To transfer the call to the primary phone, press TRANSFER and
then the secondary extension key. You can announce the call, if desired, before
hanging up to complete the transfer.
57
AGENT HELP
Your telephone system may be programmed to support the Agent Help feature, which
allows you to request help from a designated Agent Help Extension (usually your
supervisor) during a call. When your request call rings at the Agent Help Extension,
the supervisor can choose to join the call or reject the request.
If the Agent Help Extension is a keyset, the keysets microphone is muted and the
supervisor cannot be heard unless he or she presses the MUTE key. If the Agent Help
Extension is a single-line set, the supervisor can be heard as soon as the conference is
established. In either case, the supervisor can hear all other parties on the call.
To use the Agent Help feature while on a call:
(1) Press SPKR and dial 3 7 5 . If you hear repeating tones, the Agent Help
feature is not available at your phone, you already have four parties in your call,
not enough system circuits are currently available, or the Agent Help Extension is
in do-not-disturb.
(2) If required, dial the Agent Help Extension number. (Your phone may be programmed to automatically dial the number, or you may be required to dial it.)
(3) If the Agent Help Extension accepts the call, you hear the Agent Help tone, if it is
enabled, and the supervisor can monitor or join your call.
(4) If the Agent Help Extension rejects the call, you hear a confirmation tone and the
display shows AGENT HELP REJECTED.
To respond to an Agent Help request at a display keyset:
When you receive an Agent Help, your display shows <name> REQUESTS
HELP. You can do one of the following:
58
To accept the call: Answer as usual. Your microphone is muted and you
cannot be heard by either party unless you press lit MUTE .
Agent IDs: If the hunt group is programmed to use ACD Agent IDs, each agent
is assigned an Agent ID number to enter during the login procedure (described on
the next page). The hunt group calls are routed to logged-in agents, according to
their Agent ID number instead of their extension number. Because the Agent ID
is not associated with any extension, the agent can use any phone in the system to
log in and does not have to use the same phone every time.
Members: If the hunt group is not programmed to use Agent IDs, it will have a
pre-programmed list of phones and will send calls to the phones where agents are
logged in.
59
Some hunt groups use a special feature called Automatic Call Distribution (ACD)
that distributes the hunt group calls equally among the available members. ACD hunt
group members are referred to as agents. Agents log in to the ACD hunt group to
receive calls and log out to halt ACD hunt group calls.
If you were already logged in, the display shows AGENT LOGGED OUT OF
ALL ACDS and you hear a confirmation tone.
To log in to one or more hunt groups using the ACD Agent Login feature code:
(1) Dial
(2) Enter the desired ACD hunt group number. (Or you can press
key to log in to all of your ACD hunt groups at once.)
If you entered an invalid hunt group number, the display shows NOT AN ACD
HUNT GROUP and you hear repeating tones.
(3) The display shows AGENT LOGIN AGENT ID. Then do one of the following:
To log into ACD hunt group(s) using Agent IDs: Enter your Agent ID. The
display shows AGENT LOGGED INTO ALL ACDS. You are logged into
the ACD hunt group(s) that you requested above that use the Agent ID you
entered in this step. If another Agent ID is already logged in at this phone,
you hear repeating tones and the display shows DIFFERENT AGENT ID
ALREADY USED. You must have the other agent log out before you can
use that phone.
To log into ACD hunt group(s) that do not use Agent IDs: Press # . The display shows AGENT LOGGED INTO ALL ACDS. You are logged into the
ACD hunt group(s) that you requested above that do not use Agent IDs. If
you were already logged in, the display shows ALREADY LOGGED INTO
<hunt group>. If you are not a member of the entered hunt group, the display shows NOT AN AGENT IN THIS HUNT GROUP and you hear
repeating tones. Start over.
(4) Press lit SPKR to hang up. Repeat this procedure to log into additional ACD
groups, if necessary.
60
If you were logged in to only one hunt group, the display shows AGENT
LOGGED OUT OF <hunt group>. The procedure is complete.
If you were logged in to more than one hunt group, the display shows
AGENT LOGOUT ACD NUMBER. Dial the extension number of the
desired ACD hunt group.
If you were not logged in to any hunt group, the display shows NOT
LOGGED INTO ANY ACD GROUP.
SPKR
to hang up.
Each time you end an ACD hunt group call, a timer is started. Until that timer expires,
you will not receive another call through any ACD hunt group. If you wish to end the
wrap-up session before the timer expires, you can use the following procedure.
To terminate the ACD Agent wrap-up period before the timer expires:
Dial 3 2 9 . (If you were not logged in to an ACD hunt group, the display
shows CANNOT ACCESS RESERVED FEATURE.)
61
Mailbox almost full or full: If your mailbox is full, no new messages can be
received until you delete waiting or saved messages.
Message count: The system tells you how many messages are waiting to be
heard, if any, and how many are priority messages.
(3) Enter your mailbox number and your personal password (if programmed). Then
press # . If you do not have a password, just press # or the minus (-) key.
If your MSG key is lit and you have a message from Voice Mail:
(1) Press
SPKR
MSG
62
LISTENING TO MESSAGES
Whenever you enter your mailbox, you are told how many new and saved messages
you have.
To listen to messages:
(1) Enter your mailbox as described on page 62.
(2) EITHER, Press
OR, Press
(3) The system plays each message in the queue selected. While you are listening to
a message, you can use the following options:
Press
Press
to back up.
Press
Press
to skip ahead.
Press
Press
Press
Press
Press
(4) When the message has finished playing, you have the following options:
Press
Press
Press 1 to leave a voice mail message for the caller. If the caller had a
mailbox number, it will ask you to verify the destination by pressing #
or the minus (-) key. If the number was not associated with a mailbox,
it will ask you to enter a mailbox number. If the message was from an
outside caller, you cannot leave a voice mail message.
Press 2 to make a return call. Your call will be transferred automatically to the callers extension or telephone number, if available. If the
extension number is not available, you will have the option of leaving
voice mail. If the telephone number is not available, you cannot reply
to the message.
63
not, press
duction.
Press
Press
Press
Press
Press
(3) The next prompt gives you the option of recovering deleted messages. Press
to continue.
64
Press 1 to listen to your deleted messages and choose which ones to delete
or recover. After each message you can:
Press
Press
Press
Press
Press
Press
Press
Press
Press 2 to recover all of your deleted messages and store them as saved
messages.
Press
SENDING MESSAGES
(1) Enter your mailbox as described on page 62.
(2) Press
(6) When you have completed your message, you have the following options:
To exit: Press lit
the next step.
SPKR
.
and continue your message.
one or more
Press 1 to mark the message private. (This prevents the recipient from
forwarding it to other subscribers.)
Press 3 to mark the message priority. (This will place your message
ahead of all other waiting messages in the receiving mailbox.)
Press
Press # to deliver the message. (If you wish to mark the message certified,
private, and/or priority, do so before completing this step.)
(7) After the message has been sent, you may choose either of the following options:
Press # or the minus (-) key and enter another mailbox number to send the
message to another destination.
Press
to exit.
65
or the MESSAGE
(3) When prompted, enter the number of the mailbox that has the unheard message.
Then you will be asked to confirm the mailbox you selected by pressing # or
the minus (-) key.
(4) It will tell you how many messages you have waiting at the mailbox and play
them for you. After each message, you can:
66
Press
Press
Press
Press
Press
Press
Press
Press
PERSONAL OPTIONS
Personal Options allow you to customize your mailbox. Voice Mail has the following
personal options:
Personal Greetings
Mailbox Password
Remote Messaging
Fax Destination
Whether you are in the office and where you can be reached
For callers who do not wish to leave a message, how to exit (They can press 0 to
return to the operator.)
Here are some sample greetings to help you plan your message:
Alternate Greeting: Hello, this is __________. I will be away from the office
from day/date until day/date. If you need to speak to someone immediately,
please dial zero now. Otherwise, please leave a detailed message and I will return
your call when I return. Thank you.
67
Your primary or alternate greeting is played to callers when they reach your mailbox.
When recording your Voice Mail greeting the following information may be helpful
for your callers:
OR, Press
(4) If you pressed 1 or 2, the current greeting is played (if one exists). Then do one of
the following:
EITHER, Press # to accept the greeting. (Or, press 1 if you wish to replay
the greeting, press 2 to add to the greeting, or press 3 to erase and rerecord the greeting.)
OR, Press
(4) When you hear a tone, record your first and last name, then press
minus (-) key.
or the
(5) Press # or the minus (-) key again to accept your recorded name. (Or, press 1
to replay your recorded name, press 2 to add to your name, or press 3 to erase
and re-record your name.)
Mailbox Password
Your password prevents unauthorized access to your mailbox.
To change your password:
(1) Enter your mailbox as described on page 62. Then press
Options Menu.
(2) Press
(3) If you want to have a password, enter a new password, using up to 12 digits.
If you do not want to use a password, skip this step.
(4) Press # or the minus (-) key. Voice Mail plays back your password if you
entered one.
(5) Press # or the minus (-) key to accept the password as entered. Or, press
you want to erase and re-enter your password.
68
if
.
5
#
.
or the minus (-) key.
.
Remote Messaging
Remote Messaging is a voice mail feature that can be enabled by your installer. If
your mailbox has this feature turned on, you may program a remote programming
cascade (a series of up to nine telephone numbers) for the voice mail system to call
when your mailbox receives new messages.
Each mailbox can have a Primary and an Alternate cascade of numbers. Each cascade
can be programmed to be used during specific days and times. For example, if you
want to be paged when you receive a message from 5-10 PM, on weekdays, you can
set up a Primary cascade. If you also want to receive pages for messages marked priority on the weekends, your Alternate cascade could be set for all day on Saturdays
and Sundays. If you need to enter more than one number (just in case the pager number is busy or out of service) you can enter up to nine numbers for each cascade.
If for some reason Voice Mail is not able to use your remote notification (due to busy
facilities or invalid programming), your mailbox will receive a message stating that
notification could not be completed.
To set up remote messaging:
(1) Enter your mailbox as described on page 62. Then press
Options Menu.
(2) Press
(3) Press
.
to set up a Primary cascade OR press
69
To return to the Personal Options menu without changing the envelope, press
(4) A prompt tells you what the cascade's current status is. Perform one of the following steps.
To program a cascade level: Press 1 and enter the number of the level you
wish to program (1-9). You then have the following options:
To set up or change a
ber.
To set up time of day for notification: Press 2 . Then enter the time you
want the message notification start and stop. Enter the times with two digits
for the hour and two digits for the minutes. If entering the time in 12-hour
format, you will be prompted to press 1 for AM or press 2 for PM.
NOTE: If you wish to have 24-hour notification, program the starting and
ending times to be the same.
To set up the days of the week for notification: Press 3 . Then select one
of the following: Press 1 for Monday-Friday, 2 for all days, or 3 to
select individual days. If you selected individual days, you will be prompted
to press digits 1-7 which correspond to the days Sunday through Saturday.
. Then press
(5) The list of options returns. Either select another option, as described above, or
press # to save the settings and exit.
Fax Destination
To change your Fax Destination Number:
(1) Enter your mailbox as described on page 62. Then press
Options Menu.
(2) Press
70
Announce Only Calls: Before Voice Mail transfers a call to you, a prompt
asks the caller to record his or her name. When you answer, you hear You have a
call from (caller's name).
Screened Calls: Before Voice Mail transfers a call to you, a prompt asks the
caller to record his or her name. When you answer, you hear You have a call
from (caller's name), You can choose whether to accept the call. (See page 34.)
To return to the Personal Options menu without changing the Transfer Method,
press .
71
(2) Press 9 for More Options and then press 5 . The system tells you what your
current Transfer Method is. You can then select the desired Transfer Method, as
follows:
&
5
1
'
# or /*
or #*
*The characters under the 4 digit are dependent on the software version.
If you press 0 at any time while spelling a name, the voice mail system will play a
helpful prompt instructing you how to enter a name.
To use the directory:
(1) Dial the Voice Mail extension number, then press
Directory Services.
72
To hear additional information for the selected name (if allowed), press
.
2
ACCESS CODE
NEW CODE
9201-9299, 93000-93107
9200
911
8
EXTENSION NUMBERS
EXTENSION NAME
Phone Extensions
Hunt Groups
Attendant
NEW NUMBER
1000-1511
2000-2074
0
FEATURE CODE
FEATURE NAME
EXTENSION NUMBER
NEW CODE
391
390
326
327
328
329
375
376
351
361
360
350
313
355
357
356
358
5
301
340
394
307
300
370
371
372
73
FEATURE NAME
Do-Not-Disturb Override
Feature Key Default
Group Listen
Hold Individual
Hold System
Hookflash
Hunt Group Remove
Hunt Group Replace
Hunt Group Remove/Replace
Message
Cancel Message That You Left
Cancel Message On Your Phone
Silent Message
Microphone Mute On/Off
Page
Page Receive On/Off
Program Baud Rate
Program Keys
Program Station Password
Queue (Callback) Request
Record-A-Call
Redial
Reminder Message
Reminder Message Cancel
Remote Programming
Reverse Transfer (Call Pick-Up)
Review Keys
Ring Intercom Always On/Off
Station Speed Dial
Station Speed Dial Programming
System Forward Enable
System Forward Disable
System Forward On/Off
System Speed Dial
Switch Keymap
Transfer To Hold
Transfer To Ring
74
FEATURE CODE
NEW CODE
373
395
312
336
335
330
322
323
324
365
366
368
367
314
7
325
393
397
392
6
385
380
305
306
359
4
396
377
382
383
352
353
354
381
399
346
345
Troubleshooting
Unable to install the IP SoftPhone software
If output or input audio device (speaker or microphone) is in use by other Windows
applications, or output/input audio device driver and/or appropriate sound card are not
installed on your PC, an error message will be displayed. The error message will terminate the Setup Program. You must close the applications that are in use, or install
appropriate drivers and/or sound card before starting the installation.
Q:
A:
A:
If you try to run the program with 640 x 480 resolution, an error message will appear
and the IP SoftPhone will shut down. Also, if you want to use the IP SoftPhone with
60 DSS keys, the resolution needs to be 1024 x 768 or higher. If the resolution is too
low, the 60 DSS option will be grayed out.
Q:
A:
Q:
A:
Unable to change the Device ID, IPC IP Address, and/or UDP Port
If you have trouble changing the Device ID, and/or IPC IP Address using the Preferences dialog box, use the connect.properties file to change the settings. To do
this, open the connect.properties file in the Axxess IP SoftPhone directory using
the Microsoft Word. The file contains various settings that are required for the IP
SoftPhone operation. Change the deviceID field for the Device ID, the defaultIPCaddr field for the IPC IP Address, and the udpGeneralPurposePort field for
the UDP Port. Once the changes are made, save the file as text only and close it.
CAUTION
DO NOT make any unnecessary changes in the connect.properties file. Unnecessary changes will cause corruption of the IP SoftPhone.
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