UC1 Communicator Desktop User Guide

About Communicator for Desktop

Communicator for Desktop is a native Windows or macOS client for Unified Communications. The BluIP Unified Communications solution delivers Instant Messaging and Presence, Voice Calling (VoIP and Desk Phone), Video Calling, and Desktop Screen Sharingan all in one package that allows you collaborate with others on any device. With UC1 Communicator, your office is with you on the go. Using one seamless application, your mobile device, or PC becomes your office space. In addition, your mobile device can become your desk phone, allowing you to make and receive business calls using your business phone number. The new UC1 Communicator is an essential tool for streamlining your communication needs.

User Guide

Installation

1. To install Communicator, visit our website https://www.bluip.com/

2. Navigate to the "Company" drop-down and select "Downloads".

3. Select your operating system.

Windows

1. Double-click the installer executable and follow the installation instructions.

2. Launch Communicator.

3. Click Sign In.

macOS

1. Double-click the disk image.

2. Copy the application into the Applications folder.

3. Launch Communicator.

4. Click Sign In.

When you first launch the application, you are prompted to sign in.

  1. Enter your user name and password.
  2. Select whether you would like Communicator to remember your password.
  3. Select whether you would like Communicator to sign you in automatically on subsequent launches.
  4. Click Sign In.

Note: If you choose automatic sign in, you are automatically signed in and taken to the Main window upon subsequent Communicator launches. Otherwise, you are presented with the Sign In screen when launching the application. In the Main window, Communicator will remember the tab you were on at sign out and opens that same tab at sign in.

More Info on Installation & Uninstallation

The installer supports a number of options on Windows (native Desktop only) as follows:

  • Agree to the license agreement. Note that two clicks are required to accept the EULA due to legal reasons.
  • Run when system starts (can be changed later in Preferences).
  • Install Outlook Add-in.
  • Create a desktop icon.
  • Select destination folder for installation.
  • Select the name of the software in the Program menu.
  • Launch the client after installation.

When installer has been run on an end user’s behalf by an administrator, the “Run program when system starts” option cannot be changed by that end user. If you disable startup, for example, in the Task Manager’s Startup List (on Windows 8 and 10) or from msconfig.exe on Windows 7, the change is not reflected in Preferences. The check box remains checked and grey even though the client is not actually started automatically when the system starts.

When Communicator is installed for the first time, you can choose the language if many languages are supported in the installer. The default language is the language of the operating system. If a default cannot be found, English is used as the fallback.

Starting with Release 21.5.0 and depending on your service provider settings, the Outlook Add-in installer is bundled together with the Communicator installer.

History is specific to the application name. If upgrading to another Communicator version that has a different application name, the history present in the other version is not available.

Uninstallation

The uninstallation procedure is different for Windows and Mac OS.

Windows

Uninstallation is performed by launching the Windows uninstaller via the Start menu or by using the Windows “Remove programs” view inside the Control panel. Windows uninstallation does not require you to select any options. The language used for the Windows Start menu string “Uninstall” is taken from the language chosen when installing the client. This string cannot be changed after installation.

All files are deleted at uninstallation, except for the following files:

  • Registry entries.
  • Account files are only deleted when explicitly allowed by the end user on Windows.

Note: As a result, some USB headset add-in files may also get deleted. For a workaround, see the following section on Troubleshooting.

macOS

Uninstalling is performed by dragging the application folder from the Applications directory to the trash can; however, account files are not deleted. If you want to remove account files, they must be manually deleted. These are the file locations for the account directories. The following locations apply for all account directories:

For branded clients:

/Users/<USERNAME>/Library/Application

Support/<company_name>/<application_name>

For the reference client:

/Users/<USERNAME>/Library/Application Support/BroadSoft/Communicator

Main Window

The UC1 Communicator Application for Desktop has two main views. The "Main Window" is on the left and all communications shared with other users are listed on the right side of the screen. In the figure below, the user has her Communications View open to "My Room."

My Information

To change your avatar profile picture:

  1. Right click on the avatar.
  2. Click Change Profile Picture and select whether to use the camera or to browse from photos. See Item 1.
  3. Once you select your photo, click Open.
  4. Your avatar will immediately be updated with the new photo.

To clear your avatar profile picture:

  1. Right click on the avatar profile picture:
  2. Click Clear Profile Photo. See Item 2.
  3. Your avatar will immediately be removed and will return to the initials of your first and last name until a new photo is used.

Communications View

After starting communication with one or more contacts a new tab is displayed for chat. The call window is also integrated with the Main window chat tab by default. You can separate a tab on to a different Communications window by dragging and dropping it outside of the Main window. From this view, you can perform the following actions:

  • Escalate a chat to include audio, video, and desktop sharing.
  • End an audio or video call.
  • Open the dial pad.
  • Mute your microphone.
  • Adjust your speaker volume.
  • Place a call on hold.
  • Transfer a call.
  • Toggle between speaker and headset. You must specify different devices for a speaker and a headset in Preferences this feature.

If you are using several monitors, Communicator opens the Communications window as well as notifications on the same monitor as the Main window.  

Note: Communicator limits the number of active communications to spare resources. The limit is 20 active communications on Windows and on macOS.

Communicator uses tabs for new chat sessions.  The Search and Dial field allows searching for contacts as well as making calls using phone numbers or SIP URIs (native Desktop only).  SIP URIs must use the format user@domain or sip:user@domain.  Figure 3 describes the key icons used in the Main and Communications windows.

Send Email

Communicator synchs with your contacts to access your email.  

To send an email:

  1. Right-click a contact from the Contacts list or search results.
  2. Select the Email menu option.
Contacts

Contacts are the people with whom you communicate and, in most cases; you see their presence and share your presence with them (availability status). There are three types of contacts:

  • Contacts - Actual people with whom you communicate.
  • Conferences - Audio or video conference bridges that are used to communicate with others. Conference contacts are regular contacts and are added just like regular contacts.
  • Groups - Containers of contacts and/or conferences.

When you start Communicator for the first time, your Contacts list is empty. Use the Search and Dial field to find people and add them to your Contacts list. You can add a contact from any page in UC1 Communicator.

In order to view a contact’s Contact Card, you must first accept their buddy request. When receiving a buddy request, there are two buttons for accepting or rejecting the request. Dismissing the buddy request window only ignores the request for the duration of the login session. The buddy request will reappear after the next login.

NOTE: If you REJECT a buddy request, that contact will be unable to view your presence (availability status). This means that files cannot be sent between this contact and you will be unable to see their presence from their Contact ID. However, you can always share your presence information later by selecting Subscribe from the right-click menu from that specific contact.

To Subscribe to a Contact
  1. Click on the Contacts tab from the side navigation bar.
  2. Right-click on the contact you would like to subscribe to. This will bring up the Contact ID Right-Click menu.
  3. Select Subscribe to subscribe to that contact.
  4. Select Unsubscribe to unsubscribe to that contact. See Item 1.

Note: If you unsubscribe to a contact, they will no longer be listed as your buddy and will be removed from your Contacts List.  

Adding and Removing Contacts
  1. Click on Contacts from the top status bar of your screen.
  2. Click on Add New Contact. This will bring up the New Contact information page. See Item 1.
  3. Enter in your contact’s information (Item 2) and click Save. Your contact will be immediately added to your Contacts List.

Another way to add contacts is directly from the Search and Dial field.

To add a contact from the Search and Dial field:

  1. Click on the Contacts tab from the side navigation bar.
  2. Enter in your contact’s name or number into the search field. (Item 3) This will identify contacts from your directory that can be added into your Contacts list.
  3. Right-click on your contact’s entry and click Add to Contacts. See Item 4.
  4. The contact will immediately be added to your Contacts list and will be visible from the Contacts tab view.

Conference contacts are special contacts used for conference bridges to avoid remembering PIN codes and conference numbers, in the example of a recurring conference. See Figure 5.

To add a conference contact:

  1. Click on the Plus icon indicated by the plus sign inside of a square. See Item 6.
  2. Enter a display name, conference bridge number, and PIN.
  3. Click Save to save changes. You will be able to automatically join recurring meetings by right-clicking on the conference contact or choosing it and clicking the Call button.

To add a group:

  1. Click on the Plus icon indicated by the plus sign inside of a square. See Item 7.
  2. Click on the 3 people icon (New Group) to bring you to the New Group contact entry page. See Item 8.
  3. Enter in a name for the group and click Add to Contacts.
  4. The new group will now be listed on your Contacts List as a pull-down option from your Contacts List.

To add existing contacts into your Contact Group:

  1. Click on the Contacts tab from the side navigation bar.  
  2. Right-click on the contact entry that you would like to add to your group.
  3. Hover your cursor over the Add to Group tab in the right-click menu. See Item 9.
  4. Click on the group you would like to add your contact into. The contact will now be visible under the group you have added them into on your Contacts List.

To remove existing contacts from your Contact Group:

  1. Right-click on the contact entry from your Contacts List.
  2. Hover your cursor over the Remove from Group tab in the right-click menu. See Item 10.
  3. Click on the group you would like to remove your contact from. The contact will no longer be visible under the group contact tab.
Edit a Contact

Once a contact has been added to your Contacts List you will be able to edit their Contact information. The base principle is the same for editing normal contacts, conference contacts, and groups.

To edit a contact:

  1. Right-click on the contact entry from your Contacts List.
  2. Click on Edit Profile from the right-click menu. This will bring up the Edit Contact window. See Item 1.
  3. Edit the information that you would like to edit and click Save.  

Note: Entries in gray in the Edit Contact window are unable to be edited. The only fields that are possible to edit are: Display Name, Personal Phone, Dial-In Number, Conference ID, Security PIN, and Web Address.

Filter the Contacts List

You can filter contacts in two ways:

  • Use the Filter field to search by contact name. The contact list is filtered in real time as you type.
  • Alternatively, use the filter menus available by right-clicking the Contacts tab from the side navigation bar. This will enable you to sort contacts based on first or last name or choose whether to display the contact’s avatar and availability status in the Contacts List. You can also choose to display online contacts only or both online and offline contacts.  
    • When you make a contact your favorite, the favorite group shows on top of the contact list and cannot be hidden.  
    • When you delete all your favorite contacts, the favorite group does not show anywhere.
    • When you have even one favorite marked, you see the group.  
Presence

Presence means that your friends can see whether you are available to communicate. For example, their availability might display as, “I’m busy” or “I’m available”. For each contact you have subscribed to, you can see their presence. Similarly, your contacts can see your presence on their contact list.

Your availability is automatically changed in real-time. However, it is possible to manually change your availability status.  

To change your availability status:

  1. Click on your Availability icon on the top left of the application screen. See Figure 1.
  2. Select whether you want to display your availability as: Available, Away, Busy, or Offline.  
  3. Your availability will be maintained until a meeting or phone-call triggers your presence status.  

You can have the Outlook calendar automatically change your presence to Busy—In Meeting by enabling this in the Preferences - General tab (native Desktop only). The presence update is only triggered by appointments and meetings that are in the “Show me as busy” state. See Figure 2 for information about Presence Icon meanings.

Location in presence is done based on the IP address that the machine is using on Windows. This means that your location is a fixed location based on the device that you are using. On macOS, the operating system location is utilized. You will be prompted to accept location usage. Change the location manually by clicking the avatar (if presence controls are not already expanded) and then the location icon to go to the manual location and change the view.

Note: When using Automated Presence, contact addition no longer uses a buddy request dialog. Instead, all presence subscriptions are automatically accepted by the network. This results in asymmetric presence relationships where you see the presence of the contacts you have added but they do not see your presence until they add you as a contact.  

Chat

Chat View

When you initiate a chat, the Chat tab inside the Main window opens. Chatting with a contact is possible only when you both are online. If your contact initiates a chat, you see a pop-up notification in the bottom right-hand corner of the screen. If you close the Chat tab and open it again, set chat messages are shown in the tab as chat history.  When the chat opens, you see the contact’s information at the top of the screen.

At the top of the message area, there are four links:

  • Yesterday
  • Last Week
  • All History
  • Delete History

From these links, you can load history from your local storage and different time frames. Depending on your history, some links may not be visible if there is no data to show.  See Figure 1.

Start Chat

Start a chat tab using one of the following methods:

  • Double-click a contact from the Contacts list or search results.
  • Right-Click one or more contacts from the Contacts list or search results and click the Chat menu item. See Item 1.
  • On the Chat History list, double-click a chat entry.
  • Click the Chat icon on the side navigation bar. Select a chat to begin chatting in that entry.

In the text field, you can add a smiley emoticon. Smiley emoticons can also be added by manually by entering the corresponding characters that represent a specific emoticon. You can send text by pressing ENTER from your keyboard.

The full set of Emojis is also supported and they are rendered as ordinary emoticons when received. Spell checking in US English is also supported and can be disabled in Preferences.

To enter a line break in the Text Field, you can use the following key commands:

  • CTRL + ENTER
    • For macOS: CMD + ENTER
  • SHIFT + ENTER
  • ALT + ENTER

It is also possible to chat with users on other domains. UC1 Communicator also supports Google Federation. Group chat is not supported in Google federation, so the group chat option with these contacts are shown in gray.

All sent and received chats are stored locally in the chat history and an optional message history feature provides multi-device enhancements so that messages sent or received in other own devices would also be shown.

Delete Chat History

To delete a chat history:

  1. Establish a chat.
  2. Click Delete History from the top of the message area. This will bring up a confirmation window. See Item 1.
  3. Click Yes to delete the chat history.  
  4. Click No to cancel the request.

Note: When a chat history is deleted, it is only deleted from your view. Chat history will remain available on the other user’s chat window unless they delete their history as well.  

Send File/File Transfer

While in a one-to-one chat, it is possible for users to send files to each other. There are multiple ways to do so.  

To send a file from a one-to-one chat:

  1. Establish a one-to-one chat and click the Send File icon on the bottom right corner, indicated by a paper with an arrow. See Item 1.
  2. Select the file you would like to send a click Open.
  3. Communicator will begin sending the file.
    • Click Cancel Transfer to stop sending the file. See Item 2.

To drag & drop a file from a one-to-one chat:

  1. Establish a one-to-one chat.
  2. Select the file you would like to send and drag it into the chat window.  
  3. Communicator will begin sending the file.

When receiving a file from a contact, you will have the option to accept or decline the incoming file.

To accept/reject an incoming file:

  1. Click the Accept button to accept an incoming file.
  2. Click the Decline button to reject an incoming file.

After the file transfer has been completed, the received files can be opened or viewed in the file manager by using:

File Received - Click to Open - Show in Folder links.

Note: You can only send files between contacts that you are currently subscribed to.

Group Chats

Start a group chat by “multi-selecting” contacts and using the right-click menu.

To multi-select contact entries into a new group chat:

  1. Press and hold the SHIFT key and click on the desired contacts.
  2. Right click on any of the selected contacts and click Chat. See Item 1.
  3. Contacts will be notified that they have been invited into a group chat.  

More contacts can be added once a group chat has been established.  

To add a new participant into a group chat:

  1. Establish a group chat and open the chat window.  
  2. Drag a new contact from the Contacts List and drop it into the chat window.  
  3. The new contact will be notified that they have been added to a group chat.

Note: Only the owner of a group chat can add new members into a chat.

A group chat works the same way as a one-to-one chat in a tabbed view. All messages from anyone are sent to everyone else. All contacts need to be online to be able to participate in a group chat. You cannot invite an offline contact or a contact using a device that does not support group chat.  

In the Text field, the contacts’ names appear in different colors to easily distinguish between who is writing.

A group Chat History is saved within that group’s Chat Window. The same principle applies when viewing the history of a one-to-one chat.

Note: Deleting a chat room is not supported.

Chat rooms can be moderated by the owner. Use the right-click menu options to remove a participant from your chat room. If needed, the removed participant can join later. The removal also applies to desktop share sessions.  

To remove a participant from your chat room:

  1. Right-click on the participant from the Participants tab on the right side of the chat window.
  2. Click on Dismiss from Chat to remove the participant from the group chat. See Item 2.
  3. A notification in the chat window will display that the participant was dismissed from the chat.
    • The participant can be added back into the chat by dragging and dropping their contact entry into the group chat window.
Audio and Video Calls

The following table describes additional Communications window icons and explains what you can do with them, for voice and video calls. See Figure 1.

In-Call Options

In the Options menu from the In-Call Screen, there are the following options:

  • Transfer a call to a third party.
  • Put the call on hold.
  • Adjust the volume bar to adjust the volume. Dragging it all the way to the left mutes your speakers.  
  • Enter additional digits using the dial pad at any time during the call (for example, to insert a conference number). The dial pad is not movable.  
  • Toggle between the audio headset and speakers. You must specify a different device for a headset and a speaker in Preferences to be able to use this feature.  
  • Add participants to the call.

Note: that if you hold the call, the other party cannot “unhold”. This freezes a video call to the last frame of the video feed. In both voice and video calls, this is communicated to all parties by a notification appearing in the middle of the screen.

As an alternative, in general, available Feature Access Codes (FACs) for call management work during calls, for instance *55 for direct transfer to voice mail, but the ongoing call must be put on hold and a new call must be made to the FAC number. Using DTMF (Dual-tone Multi Frequency) for the same purpose does not work.

Make Audio or Video Call

There are multiple ways to make audio or video calls using UC1 Communicator.  

To call from the Contacts list:

  1. Hover your cursor over the desired contact from your Contacts list or search results.
  2. Select from either the Call icon (indicated by the handset), Video icon (indicated by the camera), or Call from Phone icon (indicated by the desk phone). See Item 1.
  3. Communicator will immediately begin dialing.

To call from the Search and Dial field:

  1. Click the Dial Pad tab from the side navigation bar. See Item 2.
  2. Enter in the contact’s DID.
    • Press ENTER from your keyboard to start a VoIP call.  
    • Click the Call icon, Video icon, or Call from Phone icon underneath the dial pad. See Item 3.
  3. Communicator will immediately begin dialing.  

To call from the Call History List:

  1. Double-click a call entry.
  2. Communicator will immediately begin dialing.

To call from chat window:

  1. Establish a one-to-one chat.
  2. Click the Call icon, Video icon, or Call from Phone icon on the top right corner of the window. See Item 4.
  3. Communicator will immediately begin dialing.

In addition to calling from your computer, UC1 Communicator supports calling from your desk phone. Using any of the above calling methods, click on the Call from Phone icon to dial directly from your desk phone.  

If your service is configured to initiate a call from computer (SIP call) to the same machine that initiated a call from phone, that incoming (SIP) call will be accepted and will alert if it does not have the same identity as the call from phone.

For remote calls initiated using Communicator, you can also have mid-call controls such as hold/resume, transfer, and add participant.

Choose your video size from the Preferences and the Video tab. Your selection is used by default for future video calls. The available sizes are automatically presented based on your camera.

You cannot have two simultaneous calls with the same person. Communicator does not add video to an audio call without end-user consent. This also applies to blind video call transfer cases where audio-only music on hold is used; this may result in the transferred call being reduced to an audio-only call.

A secure call icon will be displayed when an encrypted call is taking place.

Note: There is sleep prevention during calls.

Answer/Reject Calls

When someone is calling you, you will see a pop-up notification on your screen. You can choose to: answer with video communication, answer as an audio-only call, or decline the call. See Figure 1.

Accepting the call:

  • Choose Video or Audio from the pop-up notification. You will be immediately connected to the caller. If a caller calls with video enabled, you will be asked for permission before turning on your camera.  

Rejecting the call:

  • Click Decline from the pop-up notification. It causes the line to sound busy at the caller’s end and they know that you rejected the call. This will send the caller to voicemail.
Contact Name Lookup for Incoming Calls

Communicator performs a local contact search for incoming calls.  If the number matches one of the contacts on the Communicator contact list, the name is shown on the incoming call screen along with the alert.  Both the display name and phone number are shown when available.  

If there is no match to a local contact, Communicator looks for a match in the Telephony Directory and other available directories, and if a match is found, the available information is shown for the incoming call.  If there is no match in the Telephony Directory, the display name is taken from the available information in the incoming call.  

Whenever you retrieve your call logs/history, Communicator does a lookup in the local contacts and populates the name if a match is found.

Missed Call or Communication

When you have one or more missed calls or other types of communications, there is a notification on the left-hand side of the navigation pane in the Main window. Clicking the icon takes you to the missed communication in the Communications History view.

Full Screen in Video Call

To enter Full Screen Mode, select one of the following methods:

  • Click the Full Screen icon from the in-call screen of a video call. See Figure 1.
  • Double click anywhere on a video.

Exiting full screen makes the video call go back to its original state (even if there was resizing of the window previously before going full screen).  

To exit Full Screen Mode, select one of the following methods:

  • Press the ESC from your keyboard (on both Windows and macOS).
  • Double click the window.

In a full-size window, you can see a similar Options menu at the top. It has the same functionality as it does in the normal view. When you move the mouse, the top bar and lower communication buttons appear on top of the video.

Multiparty Sessions

You can have multiple participants in a call, either in My Room or in a regular multiparty call. Add more participants by dragging and dropping them into the Communications window.

To add another participant to a one-to-one call (multiparty calling):

  1. Establish a one-to-one call.
  2. Drag a new contact from the Contacts List and drop it into the Communication window.
  3. Contacts that have been added to your group call will be notified and immediately dialed.
  4. Once the contact accepts the call, the original call will be placed on hold. Click the merge button, indicated by the green button with arrows facing towards each other, to create a conference call. See Item 1.

Note: Multiparty Sessions do not support video calls.

Call Waiting

You can have one active call at any one time if you receive a new incoming call and accept it. The existing call is put on hold and you can change between these two calls by using the "Hold" and “Unhold” buttons.

Call Transfer

UC1 Communicator for Desktop supports both Blind and Attended Call Transfer.

To blind call transfer:

  1. Establish a one-to-one call.
  2. Click on the more options icon indicated by the nine dots from the top of the Communications Window.  See Item 1.
  3. Click Transfer (See Item 2) and search for the contact you would like to transfer to. Once you have selected your contact click Transfer Now (See Item 3).
  4. The caller will be transferred to the selected contact and you will be disconnected from the call.

To attended call transfer:

  1. Establish a one-to-one call.
  2. Click on the more options icon indicated by the nine dots from the top of the Communications Window.  
  3. Click Transfer and search for the contact you would like to transfer to. Once you have selected your contact choose Attended Audio or Attended Video (See Item 4)
    • If you select Attended Audio, the primary caller will be placed on hold and you will begin dialing the selected contact as an audio-only call.
    • If you select Attended Video, the primary caller will be placed on hold and you will begin dialing the selected contact through a video call. The selected contact will be asked to accept the attended call with video or with audio only. If the selected contact rejects video, the call will be downgraded into an audio only call.  
  4. When ready, click Complete Transfer to transfer the original caller to the new contact. You will be disconnected from the call. See Item 5.
Message Waiting Indication and Visual Voice Mail

UC1 Communicator for Desktop supports both Visual Voice Mail (preview feature) and Message Waiting Indication (MWI) view in your application. The MWI service allows you to receive a notification for a waiting voice mail or video mail. It is also possible to call voice mail directly from dialer by pressing and holding the “1” icon in the dialer.

To access your voice mail:

  1. Click on the Call History tab on the side navigation bar.  See Item 1.
  2. In the main window you will see a red notification listing all unheard voice mails.  See Item 2.
  3. Click on the voice mail to open the playback button. Click the play button to play the voice mail. See Item 3.

Missed calls are indicated by an icon in the Main window. Missed video and audio calls are indicated with a different icon. Visual voice mail is also supported. You can see all voice mails in a list and play them inside the Main window.

The following settings are needed on CommPilot portal to have visual voicemail:

  • Voice messaging enabled.
  • When message arrives, use unified messaging” option enabled.
  • “Use Phone Message Waiting Indicator” option enabled.

Auto-deleted voice mails are cleaned once a day.

Call Park and Retrieve

Call Park is particularly suited for shared environments where one person can answer the call, park it, do something else for a while and continue the from another device or let somebody else continue the call (supported on native Desktop only).

Transfer an ongoing VoIP call to a Call Park server and then retrieve it when needed. An ongoing call can be parked against your own number or another number (an extension).

To park a call:

  1. Establish a one-to-one call.
  2. Click on the Park icon indicated by the “P” in a circle. See Item 1.
  3. A Park Call window will pop up and will prompt you to use your own extension to park the call or to enter in an extension to park the call.
  4. Click Park after selecting an extension. Your call will immediately be parked.  

Note: If the parked call is not picked up after a set duration of time, the caller will redial. Decline the call to maintain its parked status.

To retrieve a call:

  1. From another phone in the company, dial the feature access code.  
  2. You will immediately be connected to the parked caller.
Moderator Controls

You can control the functionality available to participants if you are the owner of the session in My Room. You can do the following:

  • Dismiss one or more participants. This ends all sessions (group chat, audio, video, and share) when the participant is using Communicator for Desktop.
  • Mute one or more participants.
  • See active talker indication.
  • See full audio participant list.
  • Choose who can join without separate authorization (moderated My Room):
    • Require only guests to request access.
    • Require everyone to request access.
    • Allow everyone to join automatically.

To invoke the features, you must use the right-click menus. Most of the features are not available via icons.

To dismiss, mute, or lock the room for all participants:

  1. Establish a multiparty call within My Room.
  2. Right-click on the 3 ellipses dots icon on the top of the Participant List.
  3. Select Dismiss All Participants to dismiss all the participants in a room. See Item 1.
  4. Select Mute All to mute all the participants in a room. See Item 2.

To dismiss or mute an individual participant:

  1. Establish a multiparty call within My Room.
  2. Right-click on the 3 ellipses dots icon on the participant’s icon.
  3. Select Dismiss to remove the participant from the room.
  4. Select Mute to mute the participant in the room.

• It is also possible to mute a participant by clicking on the microphone icon next to their icon on the Participants List.  See Item 3.

Note: Dismissed participants can be added back into a room by dragging and dropping their contact back into My Room.

Active speakers in a call will have a flashing green line underneath their microphone icon. If you are not the owner, you can only see the Participant List. Moderator controls belong to the owner of the Room.

Administrative Settings
CC-One Integration

Communicator Desktop Communications window can be invoked from CC-One. The exact appearance can be dictated by your service provider and in general UC-1 can be hidden with some tones and notifications disabled.

Forced Configuration Update

Forced Configuration is supported. When enabled, you will be prompted to log in again when the configuration has changed. This will not happen however if you have ongoing calls, share, or group chat sessions.

Password Change

A dialog box automatically opens when your login password must be changed (native Desktop only). You must provide the password two times for verification purposes. Using a menu in either the bottom right-hand corner or the top of the Main window, your password can be changed any time.

Privacy Policy

To read the service provider privacy policy:

  1. Login to UC1 Communicator.
  2. Click on the File pull-down menu.
  3. Click About UC1 Communicator. See Item 1.
Accessibility Compliance

Communicator supports accessibility compliance starting with Release 21.3.0 by having all client features available in menus at the top of the Main window (native Desktop only). The menu items are also available using the keyboard shortcuts listed in Appendix A: Keyboard Shortcuts for Desktop.

Release 21.6.0 added support for the following features:

  • Dictation
  • Screen reader (VoiceOver on macOS)
  • Keyboard navigation

The following limitations apply:

  • On macOS by default, the tab key moves the focus between text-inputs and lists. This can be changed through System Preferences - Keyboard - Shortcuts. Under Full Keyboard Access, select “All Controls” instead of “Text boxes and lists only”.
  • Dictation on macOS: If WebRoot Secure Anywhere is used, Pause Secure Keyboard Entry must be selected.
  • Users must manually select the correct language in screen reader. UC1 does not force screen reader’s language according to the language selection in the client.
  • On macOS, the VoiceOver focus follows the VoiceOver Cursor. When VoiceOver is enabled, users are expected to navigate with the VoiceOver Cursor. That can be enabled through System Preferences - Accessibility - Voice Over - Open VoiceOver Utility. In the opened window, open “Navigation” and check “Keyboard focus follows VoiceOver cursor”.
  • When using VoiceOver on macOS with different languages, the OS language, client language, and VoiceOver language must all be the same.

Recommended Preferences - General - Accessibility settings for screen reader/VoiceOver are:

  • ToolTips disabled
  • Pop-up errors enabled
Google Analytics

UC1 Communicator can send analytics data to your service provider to improve the service. You can enable and disable this option in Preferences.

Personal Identity Verification Support

Communicator for Desktop supports Personal Identity Verification (PIV) on Windows only. If you have a PIV card and the associated card reader is attached to your PC, you can log in to Communicator by only providing a PIN related to your PIV card. It is possible to first use Communicator in non-PIV mode and later in PIV mode if your service provider has enabled this.

Other Communicator functionality is not impacted.

Federal Information Processing Standard Compliancy

Communicator can also be deployed in Federal Information Processing Standard (FIPS) compliant mode if enabled by your service provider. In this mode, all encryption is done in an FIPS-compliant way. All functionality except the following is available:

• Banner

IPV6 Support

Release 22.4.0 added support for IPv6 as a preview feature and Release 22.5.0 as an official feature.

Forced Logout

You may see a pop-up saying that you have been logged out due to another instance of the client logging in. This feature allows BluIP to track similar online client instances and only allow one of them to be online at the same time. When BluIP notifies the client to log out, all connections are terminated and the client returns to the login window.

Headset Support

You can control incoming and ongoing calls from a compatible headset. The feature set supported is answer/hang up as well as mute/unmute. Volume control operations are not reflected in the Communicator Interface. The following is a list of test example devices, although other devices should also work:

  • Plantronics Voyager Edge UC
  • Plantronics Savi 700 series
  • Plantronics Blackwire C3xx, C4xx, C5xx, and C7xx
  • Plantronics Calisto 620
  • Plantronics Voyager Legend UC
  • Logitech H570e Mono
  • Logitech BCC950  
  • Logitech Conference Cam Connect
  • Jabra Biz 2300/2400
  • Jabra Speak 510
  • Jabra Pro 930 (wireless)
  • Sennheiser SC 230/260
  • Sennheiser SP 20  
  • Sennheiser MB Pro1 UC

For a complete list of tested devices, see the BroadSoft Partner Equipment Interoperability Summary available on Xchange: https://xchange.broadsoft.com/node/464941

Headsets typically use an add-in of some kind to communicate with the rest of the client while calls are made. Currently, installed add-ins are visible from the Preference Add-Ins tab.

Some USB headsets may have additional functionality offered by the vendor-specific add-in such as answering the call directly when taking the USB headset off dock. See the USB headset documentation for details of such functionality. The following is the default add-in folder location (note that it is not possible to write to this location in all systems):

  • Windows 7/Windows 8/8.1/10: C:\Program Files (x86)\BroadSoft\UC-1\connectors

Uninstallation does not remove add-in DLLs. In general, the following steps could be followed with third-party add-in DLLs.

  1. Make sure that both UC1 and the third-party add-in are installed.
  2. Go to UC-1 - Preference - Extensions.
  3. Enable your add-in of choice, either USB Device Add-in by BroadSoft or a USB headset vendor-specific one.
  4. Restart UC1 to take the changes into use.
Team Telephony

Team Telephony is comprised of a Team Telephony window showing monitored team members and their call status (Available, Busy in Call, Ringing, and Offline).  

The status for a Team Telephony member is shown in the Team Telephony window. When a line is ringing, you can see the caller ID in the respective lines tooltip if configured by your service provider. All team member performs the default action towards the contact. You can drag and drop people from the contact list to the Team Telephony window or vice versa to transfer or conference calls.  

The corresponding server-side service must be provisioned and assigned by the service provider for the client to work. Usual call management options are available once the call has been answered.

To enable/disable Team Telephony:

  1. Click the Gear icon to open your preferences tab.
  2. Click on Services and select “Show Window”.  
  3. Click Open when a team member rings. This will enable a pop-up window to open whenever a monitored Team Member receives an incoming call.
    • Click Open when a team member rings so that it is grayed out to disable Team Telephony.
Presence Rules and Silent Alerting

You can combine call processing with presence statuses (native Desktop only). For instance, the “Busy” status can be combined with Call Forwarding so that when the “Busy” presence status is used, calls are forwarded. It does not matter how the presence status is invoked, either automatically or manually.

All presence statuses can have presences rules:

  • Available
  • Busy
  • Away
  • Offline

The following call processing services can be used:

  • Call forwarding to number
  • No Rules

If presence rules are used, all your client devices should have this service enabled to avoid side effects. Silent Alerting is supported whenever an incoming call has that feature enabled. Silent alerting can only be enabled via presence rules in Communicator but various settings can also be altered via web provisioning.

Call Center Agent Login

You can also log in to your call center queues if you are a call center agent. You can do the following:

  • View your call queues.
  • Join your call queues.
  • Set the Automatic Call Distribution (ACD) status so that you get incoming call center calls. However, this is dependent on your license settings.

With suitable ACD status such as “Available”, incoming calls to the queue are routed to your client. With “Unavailable” ACD status, the Do Not Disturb (DND) state can also be selected or “Personal Call”. Each ACD status indicates with text if you are to receive incoming call center calls.

Dynamic ACD status updates are not supported if the ACD status is changed somewhere else.

XMPP Security

Depending on your service provider configuration, Communicator supports blocking of unauthorized file types in file transfer in order to support IT policies. When sending a file of an unauthorized type, there is an error message showing the cause of the file transfer failure.  

Similarly, clickable links in chat may be disabled; however, you can still copy the link into a browser.

Multi-Device Support

Communicator supports users with multiple devices, according to the XMPP specifications. This is comprised of several features:

  • Chat invitations sent to a user are received on all devices. Once a particular device has been used to answer the chat invitation, subsequent incoming messages only go to that device.
  • It is possible to receive your own presence notification when another device updates the user’s presence. The client will store this information and will update the other device’s presence status.
  • Accepting a sharing presence invitation in one client is also recognized by another client and both clients start receiving presence updates.
  • Last sent and received messages are available on all devices when the optional message history feature is in use. All devices should use that feature at the same time to avoid duplicate messages.
  • Missed chat badges are synced across all own devices when this preview feature is enabled (native Desktop only).
  • A new presence subscription made in one client is recognized in another. If the contact declines the “invitation,” there are presence notifications from the server to all of the user’s clients indicating that the subscription was terminated and this information is shown to the user. If the client receives two presence authorization requests from two or more devices for the same user, it only shows one request to the user.
  • Removing a contact from the contact list in one device is recognized in another client and the contact list is updated (that is, the contact is removed) in the other client as well.

If a user has many devices, each device has the same status when shown to the end user. In addition, the contacts on the contact list always see the same status with updates shown in the following priority order:

  • Busy
  • Online
  • Away
  • Offline

This means, for example, that if one client publishes a Busy status, and another client publishes another status, contacts will see the user as Busy. Compatible devices such as desk phones are able to show presence in the same way.

Communicator keeps track of its own presence status as well as the status of other devices and deducts the combined presence based on these.

When Connect and Communicator Desktop are used together, the automated presence feature is recommended to be used to have presence shown fully in both clients as Connect does not use XMPP.

When Connect and Communicator Desktop are used together, there are also some rules about location. Mobile applications have a concept of background and foreground mode to save device resources. When Connect comes to the foreground, it updates its location.

The Desktop client does not have a separate state for being on foreground; it only detects general usage of the device. The client can be on the background or foreground and based on idle detection it can drop to away. This requires that the computer is not used at all; moving the mouse/using keyboard triggers resuming to available again and it also resets the idle timer. Today, idle detection (or returning from idle) does not trigger location update on Desktop in this release.

When both clients are set to automatic, the last one to publish location “wins.” As mentioned, connect updates the location in automatic mode when coming to the foreground while Desktop does not have a similar concept. In addition, the last location update, initiated by you, manual or automatic, “wins.”

Version Control and Automatic Upgrade

Depending on your service provider settings, you may receive a notification to upgrade Communicator to a newer version. Starting with Release 22.3.0, this upgrade may take place automatically after you accept it in a separate dialogue. In older versions, you must manually install the downloaded upgraded version.

The upgrade may be recommended or mandatory. If it is mandatory, the Communicator does not start before the upgrade is done.

In automatic upgrade dialogue you can choose between:

  • Remind Me Later  You’ll get a new pop-up at next login.
  • Skip this Version  You won’t get a new pop-up for this version, but the next or if you manually check for updates in the menu.
  • Update Now  Upgrade is done immediately.

If you do not have administrator rights on your computer, the automatic upgrade typically does not work. An exception is when a login attempt fails because the mandatory upgrade is missing.

In general, there are two cases when automatic upgrade popups are shown to you when you do not have administrator rights:

  • If the update is mandatory.

OR

  • If you installed Communicator without an Outlook Add-in and you also have access rights to write in the installation directory.
System Requirements

System requirements are as follows on native Desktop:

  • Operating system:  Mac OS 10.11 El Capitan, Mac OS 10.12 Sierra, Mac OS 10.13 High Sierra, Mac OS 10.14 Mojave, Windows 7 SP1, Windows 8/8.1, or Windows 10 (Classical view only).
  • The installation footprint is approximately 125 megabytes (MB) on Mac OS and 215 MB on Windows.
  • For voice calls, a sound card, speakers, and a microphone or a headset are required.
  • For video calls, a web cam is required.

Minimum system requirements for respective operating systems need to be fulfilled, with the following additions:

  • A minimum of 2 GB random access memory (RAM) is required.
  • A minimum 1.5 GHz CPU is recommended.  A dual core CPU is recommended for video calls at a minimum.
  • Open Graphics Library (OpenGL) 1.5 or higher is recommended.

For high definition (HD) video, the following is recommended:

  • HD camera.
  • HD resolution support in display.
  • Quad Core x86 or equivalent at a minimum.
  • 4 GB RAM VDI environments are not supported.

VDI environments are not supported.

Multi-Device Presence

This section provides a table describing the presence state changes based on the presence state that Communicator has as well as the presence status of other devices that the same user has active.  There is a distinction between what is shown in the UI and what is the internal presence status of the Communicator client since the design is to show the same own presence in the UI of all own online devices.  The following table is applicable from Release 21.3.0 to 21.6.0 when the presence aggregation feature is not used.  Earlier releases have slightly different behavior in some cases.  The table describes presence state changes when steps 1 through 6 are executed in order, starting from step 1 and continuing through to step 6. See Figure 1.

The previous scenario happens when typing or mouse movement occurs on the desktop machine in steps 4 and 6. If this is not done, then the away status would be the desktop’s “own” presence and table would look as follows (same states in the beginning and different ones marked in green). See Figure 2.

Keyboard Shortcuts for Desktop

The following table lists the currently supported keyboard shortcuts (native Desktop only). You can use these keyboard shortcuts to quickly perform frequently used actions. The characters used are lower case. The shortcuts are also indicated in the accessibility menus. See Figure 1.

Application or Desktop Share

Desktop Screen Share

While in “Now Sharing” Mode there are several moderator controls.  See Figure 1.

  • Click the Pause button indicated by two parallel lines to pause screen sharing. Click the Pause button again to resume share screen.
  • Click the Stop button indicated by a white square to terminate screen sharing.  
  • Click the Switch App button indicated by a grid with a pointer to switch the application that is being shared.
  • Click the Eye button to remove the preview screen from the Sharing Control Bar.

Video call is also available while sharing.

Desktop sharing works the same way in both My Room and in other communication windows.  

UC1 Communicator allows users to share your desktop screen or individual application screen with users.

To share your desktop or individual application:

  1. Open a chat with a contact.
  2. From the Communications tab (Chat window) click the Start Share button. This does not yet start the “share.” See Item 2.
  3. The share widget will appear and prompt you to select your share windows. The Preview will show you what participants will see. Select the screen and/or the application you would like to share.  
  4. Click Start Sharing.

Note: Desktop Share cannot share applications that are minimized. Open all applications that you would like to share before starting Desktop Share.

As a participant, you can also zoom in and out during the share. As the share owner, incoming message toasters are suppressed during share, but the missed message badge is incremented, and the incoming message sound is played when enabled.

If you are first in a video call and then start share, your own video is not shown due to limited space available, but you can make it visible using the Main window menu in the bottom right hand corner by selecting “Show Own Video”.

If you are using dual monitors, you can choose which monitor to share. You can check the primary monitor in the operating system settings.

You can also remove desktop share participants. They are also removed from the group chat at the same time. Removed participants can join later by having their contact dragged and dropped into the group chat.

In addition, participants can share by clicking on the Share button; however, the room owner can prevent this. Only one person can share at any one time in a session. Only one share at a time is supported if you have sessions with many users at the same time. Share passing is only supported in My Room.  

Participants do not have to take any action to accept the share invitation. It is automatically accepted. The same also applies to share passing. In other words, the owner does not have to action for the participant to start sharing. When video and share are used at the same time, the different views cannot be re-sized. Instead, the primary view can be selected from the bottom of the window via thumbnails.

My Room

My Room is an always available and permanent room you can use to chat with anyone that joins.  If you have a conference bridge assigned to your profile, you and your attendees can have Call or Video sessions while in a room. Screen Sharing is also available via My Room. If a conference bridge is not specified, you cannot initiate a call in your room. See Figure 1.

Note: Your Room will list your Dial-In Number, Conference ID, and Moderator PIN. This information will be used by other users to dial-in to your Room for meetings.

Inviting Users to your Room

To invite users into your room:

  1. Click on the My Room icon indicated by the house in the right corner of the Main Window. This will bring up a My Room communication window on the right. See Item 1.
  2. From here, click on the Contacts tab from the side navigation bar.
  3. Drag and drop desired contacts from your Contacts List into your room window.
  4. Users who you invite to your room will receive a notification stating that they have been added to your room.

To invite users to your room from the Main Window:

  1. Click on the Plus icon indicated by the plus sign inside of a square.  
  2. Click on the My Room icon indicated by the house inside of the “New” window.  
  3. Search by name or number for a contact in the New My Room Invitation.
  4. Select the desired contact and click Send Invite.
  5. Your contact will be notified that they have been invited to join your room.
Joining Another User's Room

To join someone else’s room:

  1. Click on the Contacts tab from the side navigation bar.
  2. Right-click on the contact’s name and select Join Room. See Item 1.

OR

3. Click on an invitation to sent you to join someone’s room.

Note: Although calls can occur in a user's room, they cannot be transferred.

To join a conference call from someone's room:

  1. Join a contact's room.
  2. Click the Call button on the top window to join the conference.

To use the full functionality of My Room (desktop sharing, conferencing, and chat combined) you may have to manually enter your desktop sharing credentials unless it is automated through your service provider.

To see a Context menu (Room Info/Conference Bridge Details):

  1. Right click on the lowercase “I” inside of a circle on the right-hand corner of the My Room tab. See Item 2.
  2. The Room’s information include the Room’s participants, Dial-In Numbers, Conference IDs and Moderator PINs. See Item 3.
Copy Guest Invitation

Copy Guest Link allows you to copy an invitation link to the device’s clipboard. This link can be pasted in an email or in chats to allow Communicator participants to join the conference in one click, for example, Outlook, or Office applications.

Note: Some applications may not recognize the Communicator link. Copy the My Room Invitation to the default email client (this text does not contain the Communicator link) and go to the My Room preferences via a right-click menu option.

The link has two parts: one for Communicator users and another one for users with a different client. The link will contain a link to the desktop sharing session. The invitation always contains a dial-in number and PIN for users who do not have Communicator.  

The desktop share link, when available, allows anyone to join a desktop share session from a standard web browser. In addition, the Communicator group chat session is supported with the web collaboration sessions.  

For more information on desktop sharing, see the previous section.

My Room uses our permanent chat room, permanent collaboration, and conference bridge (audio or video). My Room is the only way to use the permanent rooms. Any other multiparty communications, such as selecting multiple contacts, and right-clicking for a conference call, or dragging and dropping for a one-to-one chat, is done using ad hoc rooms. Ad hoc rooms are deleted once the session is over.

All My Room sessions start as chats; call and/or share can be added to the session while in progress. File transfer and video conferencing are not supported in My Room or ad hoc session. You cannot transfer or conference My Room calls.

My Room for Guests

Guest client allows you to join a full My Room session with a web browser. Guest client allows you to do that.

This feature is especially intended for users outside of the company. Generate separate invitations for guest users using My Room right-click menu items as described in the previous section. My Room invitations are generated using separate menu items and are intended for Communicator users.

Guest users can join a session with audio in the web browser by requesting a callback using the provided dial-in number and conference PIN as well as use group chat and sharing inside the web browser. However, guest clients do not private chat possibility and they can see the chat history of messages that occurred after they joined the session.

The invitations persist until reset via a separate right-click. Individually accept each joining guest participant. Not doing this in a predefined period results in the invitation becoming obsolete and guests not being able to use the link to join.  

After dismissing a guest use from share and chat, the audio/video portion can remain. The following OS and browser combination are supported if Web Real-Time Communication (WebRTC) is disabled by your service provider:

  • Latest Chrome on Windows (Windows 7, Windows 8 [Classic], and Windows 8.1 [Classic]) and macOS (10.8 and 10.9)
  • Internet Explorer 11 on Windows (Windows 7, Windows 8 [Classic], and Windows 8.1 [Classic]
  • Safari 7 on macOS 10.8 and 10.9.

The following OS and browser combinations are supported if Web RTC is enabled:

  • Latest Chrome on Windows (Windows 7, Windows 8 [Classic], and Windows 8.1 [Classic]) and macOS (10.8 10.9, and 10.10)

Guest Client Usage

This section provides more hands-on information about guest client usage.

  1. Right-click on the My Room icon to copy the guest join link and send it to a guest via email or other means. You can also use the Copy Guest Link feature in My Room. See Item 1.
  2. The guest can open the link in one of the supported browsers, enter their name and password, and then click Join Room. See Item 2.
  3. Once you click on Join Room, you will see a notification on your My Room.
  4. Open your My Room and accept the guest request.
  5. The guest is allowed into your room and can now participate in multi-user chat with other participants in the room.
  6. You can start your desktop share from the Desktop client and the guest then sees it.
  7. The guest can also request the conference bridge to call them by entering a phone number and clicking on the CALL ME button. See Item 3.
  8. The guest can also manually call the conference bridge directly by using the provided dial-in information.
Communications History

Chat History

The Text Bubble icon is the second from the top, indicated by a chat bubble, on the side navigation bar. Clicking on this icon will list all of your recent chats.  

  • Unread chats will be listed in bold.
  • Double-click on a previous conversation to open the chat window.

Chat history for group chats, both in My Room and in instant group chat, are stored locally on the Desktop client, just like in one-to-one chat, but only for the time the user is joined into the session.  

Call History

The Call History icon is the third icon from the top, indicated by a handset with a clock, on the side navigation bar. Clicking this icon will list all of your recent calls. Also displayed is your visual voice mail.

Communicator saves a call history for incoming, outgoing, and missed calls. The call history makes it easy for you to redial and call back when you have missed a call or you want to easily dial a contact with whom you have recently spoken. Each call has a separate entry in the list.  

  • Outgoing Calls are displayed by an arrow pointing away from the contact’s icon. See Item 1.
  • Incoming Calls are displayed by an arrow pointing towards the contact’s icon.  See Item 2.
  • Missed Calls are displayed in red and have an arrow pointing away from the contact’s icon. See Item 3.

To clear “unviewed” call history:

  1. Right-click on the Call History icon. See Item 4.
    • Select Mark All as Viewed to mark voice mails and missed calls as viewed.
    • Select Mark Calls as Viewed to only mark missed calls as viewed.
    • Select Mark Voice mails as Viewed to only mark voice mails as viewed.

Note: Call History cannot be cleared.

Outlook Add-In

The Outlook Add-In for Communicator provides integration between Communicator Desktop and Microsoft Outlook.  

With this add-in, you can have Microsoft Outlook display Communicator contact presence and invoke Communicator functions like chat, call from computer, call from phone, and video call from within Outlook.

Depending on your service provider settings, Presence is from Communicator. Additionally, chat and SIP calls are done with Communicator.

Supported Platforms

The following platforms are supported:

  • Microsoft Outlook 2010, Outlook 2013, and Outlook 2016. See note for exceptions.
  • Microsoft Windows 7 SP1, Windows 8, Windows 8.1, and Windows 10.
  • Communicator Release 20.2.0.x or higher officially supported version.

Note: The current version of this add-in cannot be used if you have Microsoft Office Communicator installed. You must uninstall these products if you want to use this add-in.  

The following language and locale combinations are supported in the installer and the add-in:

  • Chinese (Simplified)
  • English
  • French
  • French (Canada)
  • German
  • Italian
  • Japanese
  • Korean
  • Spanish
  • Spanish (CALA)
  • Portuguese (European)
  • Dutch

The following third-party components must be installed for the add-in to function correctly:

  • Microsoft .NET Framework 4 Client Profile
  • Microsoft Visual Studio Tools for Office (VSTO) 2010 Runtime

These components are downloaded and installed by the installer if they are not found. They should not be uninstalled, as the add-in cannot function correctly. In addition, for Outlook 2016 and the Outlook Add-in (OL2016 Add-in), there are further considerations as follows:

  • The Outlook Add-in can only be installed by an administrator.
  • If an administrator installs for all users and a normal user starts using the OL2016 Add-in, Communicator must start before Outlook.
  • For logging to work normally, Communicator must start before Outlook. • Every logging level change requires a restart of both Communicator and Outlook for changes to take effect. This should be quite rarely needed.
  • If Outlook is closed while Communicator is running, Communicator must be restarted as well for the Outlook UI to behave as expected.
  • Communicator lists connected components as extensions, if connected is NO or if component version number is something other than 10.2.1.29, or both presence GW and add-in are not listed, an error has occurred. Component is visible under Options - Add-ins - UI, which displays registered and working add-ins on top, below stopped or nonworking ones.
  • If both are listed and show connected is YES, but the Outlook UI does not work, restart both apps.
  • For Outlook upgrade requirements, see section 17.5 Installation.
  • For Outlook 2010, all contacts must be updated to have a SIP address. For Outlook 2013/2016, the following applies:
    1. The SIP address does not need to be entered for the contacts, as long as there is an email address that matches the Outlook contact. The same value is looked for in the SIP address field, but it is probably more practical to have it in the email address.
    2. The Outlook Add-in allows you to choose which number to call.
    3. Two Outlook or Communicator contacts cannot have the same email address, otherwise full functionality cannot be guaranteed.

Note: Communicator must be installed with administrator privileges in C:/Program Files OR the C:/Program Files (x86) folder.  

Log Files

Log files for the Add-in are located in the Communicator log directory. You can open the folder via Preferences - Advanced by clicking on the Show logs button. Outlook Add-in logging is turned on when Communicator logging is enabled.

Windows Registry Entries

Figure 1 lists all the registry entries added or modified by the installer.

End-User Configuration

Note:  This section is only applicable if you use Microsoft Exchange with Outlook. You do not need to configure the SIP address for SMTP-based accounts (for example, Gmail).

In order for the Outlook Add-in to integrate with Communicator, you must set a SIP address for each contact. The SIP address for a contact in Outlook must match the SIP URI, Instant Messaging and Presence (IM&P) address, or Email field in Communicator. This is usually done by your Microsoft Exchange or Active Directory administrator.

You can check if a SIP address has been configured for contacts by looking at the Outlook properties for a contact. In Outlook 2010, open a contact card and then click on the View more options button as shown in Figure 1.

Then select the Email Addresses tab. It should have a SIP address in the list of Email Addresses as shown in Figure 2.

If the SIP address is missing, you can try to update the Address Book from the server as shown in Figure 3.

Additionally, when adding contacts from Outlook to Communicator, the IM address field can be populated in Outlook so that the presence feature can work directly on the Communicator side as the information is imported to the Communicator contact card.

Presence in Outlook

The Outlook Add-in displays the presence of a contact in Outlook. Presence information is retrieved from Communicator and is displayed as an icon next to the contact in emails and calendar appointments. The following is an example of an email with the To, From, and Cc fields showing presence for various contacts.

A contact’s presence can be Available, Away, Busy, or Offline as shown in Figure 1.

Note: You must be signed in to Communicator for the presence to be displayed. Additionally, presence is only shown for contacts that have a valid SIP address and are in your contacts list in Communicator.

Contact Actions in Outlook

Right-click on an email in your inbox and call or chat with the sender using Communicator. You have the option to Chat, Call (from Computer), Call from Phone, or Video Call as shown in Figure 1.

Note: Some of these options may not be available for all contacts. The chat option is only applicable to contacts that are in Communicator. Call options are applicable to all contacts as long as they have a valid phone number.

These contact actions are also available on a contact card as shown in Figure 2.

Call Multiple Phone Numbers Configured for Communicator/Non-Communicator Contacts

You can call any of the multiple phone numbers present in the Outlook contact card. This feature is available from received mail context menu, flagged mail context menu, and Contact’s context menu. You can also call the selected phone numbers via Call, Call from Phone, and Video Call.

However, you cannot call multiple numbers for contacts stored on the UC1 client or contacts in LDAP (AD) directories; only numbers stored in Outlook.  

See Figure 1 for an example of how to make the call from a received mail context menu.  

Installation

The Outlook Add-in installation is integrated with the Communicator installation. There is a check box in the installer to enable the Outlook Add-in installation. If Outlook is upgraded, the Outlook Add-in must be re-installed, since the Add-in uses different files depending on the Outlook version.

The Outlook Add-in installation requires administrator rights to the computer for all Outlook versions.

Uninstall Outlook Add-in for Communicator

Uninstallation is done together with uninstallation of Communicator.

Emergency Calls

Depending on your configuration, a number of options are possible:

  • Emergency Call Address Change Service (ECACS) is enabled.
  • Emergency calls are disabled.
  • Banner used for conveying your emergency call location.
  • Login dialog shown at login to inform you about your service provider’s emergency call procedures.

Emergency Call Address Change Service

Depending on your settings, a special dialog can be shown at login, asking if the (physical) address needs to be updated (native Desktop only). If not, login proceeds normally. If the user replies “yes,” a web browser opens with the possibility to update the physical address for emergency calls. Once the address update is complete, login continues.

Depending on service provider settings, a separate ECACS menu item may also be visible in the Main window. The menu item allows ECACS to be invoked at any time after login.

Preferences

Preferences provide access to available settings for Communicator. Follow these steps to access Preferences.

  1. Click the Gear icon on the bottom left of the application screen.
  2. Select the desired view from the drop-down.

OR

  1. Click File on the top left corner of the application screen.
  2. Click Options.

This will bring up the Preferences menu in the main application screen. See Figure 1.

General Preferences Menu
Accessibility

Enable Pop-Up Errors

  • Allows Communicator error pop-ups to be shown in addition to the usual error text shown at the top of the Main window.

Enable ToolTips

  • Enabled by default.
  • For accessibility, screen reader/VoiceOver reads all ToolTips, which may be frequent, and hence, disruptive. For this reason, in accessibility cases, it is recommended to disable ToolTips.
  • You can also enable spell checking and auto-capitalization.
Notifications

Usually there is a confirmation pop-up notification each time you remove a contact or chat history record. By selecting one or all of the check boxes, you can disable the confirmations when deleting information. You can also select whether to receive a notification before ending communication or holding a call.

To adjust these settings, click the slider so that it displays blue to enable notifications. Click the slider so that it displays gray to disable notifications.  See Item 1.

Login

Under the Login section, it is possible to enable or disable automatic login when starting the application. It is also possible to control the “Remember Password” feature as well as enable the “Update Password” feature from this menu. See Figure 1.

To set Remember Password:

1. Click the slider next to Remember Password. Your password will be remembered the next time you login to UC1 Communicator for Desktop.

To automatically start UC1 Communicator when you turn on your desktop:

1. Click the slider next to Run this program when the system starts. This will enable UC1 Communicator to start when you first turn on your computer.

To change your password:

  1. Click the slider next to Update Password. This will bring up the Change Password instructions.  
  2. Type in your current password into Current Password.
  3. Type in your new password into New Password. Click anywhere outside of the Update Password settings; this will update your password.
  4. Click the slider again to close the Update Password settings.
Language

To change the language:

1. Select your language. The change will take effect immediately. See Figure 1.

Audio/Video Menu
Headset

Here you can specify what are the output and input devices used for the headset when toggling between the headset and speakers. Note that to be able to toggle between the headset and speakers during calls, you must specify a different device for each. Using the default for both results in the same device being assigned to both so toggling does not work. See Figure 1.

Configure USB Headsets

This section provides more information on configuring USB devices to function with Communicator.  Note that some headset manufacturers have built their own add-ins for UC1, for instance, Jabra on Windows.  In this case, the standard HID Add-Ins cannot be used at the same time.

In general, on Windows, if “Default Communication Device” is defined in Windows settings, it is selected over the “Default Device” by Communicator for calls when several audio devices are available (for example, USB headset and the integrated audio device on the PC).  However, when using headsets, you can select a separate device other than the headset for alerting incoming calls.

The following examples provide more information on how to define a default communications device when a USB headset is available on the PC.

It is recommended to select “Use Default” in the Media tab of Communicator Preferences for both input and output devices, as shown in Figure 2.

1. To define the default communications device, make sure that the Sound settings in Windows pertaining to “Recording” and “Playback” devices are correctly configured. From the Sound applet, select the Playback tab.

In this example, the user has a Plantronics BT300M (the USB dongle accompanying a Voyager Legend UC) connected to their PC.

2. Click on a headset to highlight the device and click on the drop-down arrow next to the Set Default button. See Figure 3.

  1. Select Default Communication Device. The following screen is displayed.
  2. Next, click the Recording tab.
  3. Again, click on a microphone to highlight the device and click on the drop-down arrow next to the Set Default button.

In this example, the user has selected the Plantronics BT300M as their preferred recording device.

  1. Select Default Communication Device.
  2. Click OK to save the changes. The Sound window is dismissed, and your device is now ready to be used by Communicator.

Note: If “Use Default” is selected, then UC1 Communicator will use the default device set in the operating system preferences. For Windows, if “Default Communication Device” is defined, it is selected over the “Default Device”. If you are using headsets, you can also select a separate device than the headset for alerting incoming calls.

Speakers

Here you can specify what are the output and input devices used for speakers when toggling between the headset and speakers. Note that to be able to toggle between the headset and speakers during calls, you must specify a different device for each. Using the default for both results in the same device being assigned to both so toggling does not work.

Input Device (Voice Recording)

Choose a headset microphone, PC-integrated microphone, or external microphone for voice during calls. Your external recording device is selected by default (if you have one connected). You can also choose automatic gain control and test your recording device.

Output Device (Voice Playback)

Choose a headset, PC-integrated speakers, or external speakers for audio output. Your external playback device is selected by default (if you have one connected).

Ring Signal

You can select your own ring signal. The same signal is used for both voice and video calls.

You can also select an icon to play a tone for incoming messages. To disable the tone, uncheck the icon. Select a sound event and then click Play to hear the sound. If Alert Info service is used, the network may instruct a certain ringing tone to be played.

Ring Device

Select the audio device that is played when you receive an incoming call.

Video Size

Select one of the available sizes. Note, however, that higher sizes require more bandwidth and a more capable central processing unit (CPU).

Capture Device (Video)

Select a camera that you want to use for video calls. Your external web cam is selected by default (if you have one connected). See Figure 1.

Voice Mail

You can specify various voicemail settings, such as which calls are sent to voicemail, what kinds of notifications you receive when voicemail arrives as well as controlling how fast the voicemail greeting is played and if callers are allowed to leave voice mails. In addition, you can control how callers can end up going to voice mail.  See Figure 1.

Blue check marked boxes mean that the setting is enabled. Blank boxes mean that the setting is disabled. Click the slider buttons so that they display blue to enable settings.

Click the slider buttons so that they display grey to disable settings.  

Changes will be automatically be saved.

Advanced Menu

The Advanced view contains three different subsections (See Figure 1):

  • Troubleshooting
  • Proxy
  • Credentials

Troubleshooting

Logging is used for troubleshooting. You can choose basic logging or more detailed logging to be enabled. Detailed logging may consume memory resources, so it is not recommended to have it enabled for a long period of time.

You can also clear the logs and open the logging folder.

Click the slider buttons so that they display blue to enable settings. Click the slider buttons so that they display grey to disable settings.

Proxy

Select how to handle HTTP proxies. By default, the system settings are used but you can also choose not to use an HTTP proxy or to use the Communicator application proxy settings.

Credentials

Credentials section in the Preferences may be empty depending on your configuration. If the Login window has an embedded configuration URL, the credentials or the configuration URL are not visible. See Figure 2.

Configuration URL

  • If the Device Management configuration URL is available to be viewed, it appears here.

IM Address

  • If XMPP credentials are available to be viewed, they appear here.  

BroadWorks ID  

  • This is the user name that you use to login.

Call Bridge

  • This is the information other users use to call you from My Room.
  • This lists the Moderator PIN and the Conference ID.
Incoming Call Settings Menu

Communicator supports the following service features.  These are available using the Preferences pull-down menu.

Incoming Calls

  • BroadWorks Anywhere
  • BroadWorks Remote Office
  • Forward Calls
  • Do Not Disturb (DND)
  • Simultaneous Ring Personal
  • Anonymous Call Rejection
  • Call Waiting

Note: You can also use the Call Settings with a Main window toolbar on the top of the window, if this feature is enabled. When enabled, this feature allows BroadWorks Anywhere, Do Not Disturb, Remote Office, and Call Forwarding to be managed in the Main window using single clicks or right clicks. From Release 20.2 onwards, the Call Settings toolbar is an icon in the left pane with right-click menus.

Call Waiting

The Call Waiting service allows you to answer a call while already engaged in another call.

You can enable or disable server-based Call Waiting in the Preferences and Outgoing Calls tab. If you disable Call Waiting, the second incoming call is not connected, and the caller hears an announcement that the call cannot be completed. Before you answer the first incoming call, the second incoming call will be rejected.

Enable this service by clicking on the Call Waiting slider so that it displays as blue.

Simultaneous Ring

Add up to ten additional numbers or Session Initiation Protocol Uniform Resource Identifier (SIP URI) addresses that you would like to ring in addition to your primary number when you receive a call. In addition, specify whether you want answer confirmation and if you would like to receive calls when already on another call. This service is an older variant of BroadWorks Anywhere.

To enable Simultaneous Ring:

  1. Click on Incoming Calls from the Preferences pull-down menu.
  2. Click on the Simultaneous Ring entry.
  3. Enter a phone number and press ENTER from your keyboard.
  4. Click the Ring Numbers slider so that it displays as blue. See Item 1.
Anonymous Call Rejection

The Anonymous Call Rejection service allows you to reject calls from parties who have explicitly restricted their identities.

Enable this service by clicking on the Anonymous Call Rejection slider so that it displays as blue.

Do Not Disturb (DND)

When you activate this service, all calls are typically blocked by the server and are sent to voice mail. Enable this service by clicking on the Do Not Disturb slider so that it displays as blue.

Forward Calls

Call forwarding allows calls to be forwarded to a different location under specific situations. These settings can be adjusted under Call Forwarding in the Incoming Calls Preferences tab.

Supported Forwarding Calls:

  • Always
  • When Busy
  • When No Answer
  • When Not Reachable

To enable Call Forwarding:

  1. Click on Incoming Calls from the Preferences pull-down menu.
  2. Check off an option to enable Call Forwarding during that circumstance. See Item 1.
  3. Enter a number for Communicator to dial. Press ENTER on your keyboard.

It is also possible to set the number of rings before forwarding a call.

BroadWorks Remote Office

This service allows the use of any phone as the office phone from a charging and numbering perspective. For instance, a hotel room phone can be used as the office phone.

To enable BroadWorks Remote Office:

  1. Click on Incoming Calls from the Preferences pull-down menu.
  2. Click on the BroadWorks Remote Office entry.
  3. Enter a phone number to be used as the Remote Office number. Press ENTER on your keyboard.
BroadWorks Anywhere

UC1 Communicator supports BroadWorks Anywhere calling. It enables users to extend the features of a desk phone to any other fixed or mobile device, regardless of the network or handset manufacturer. Callers dial one number and can reach you on any phone the user chooses. A desk phone, cell phone, and/or a soft phone may ring simultaneously.

To enable BroadWorks Anywhere:

  1. Click on Incoming Calls from the Preferences pull-down menu.
  2. Click on the BroadWorks Anywhere entry.
  3. Enter a phone number to enable BroadWorks Anywhere on that device. Press ENTER on your keyboard. The entry will appear with a blue check marked box. See Figure 1.
    • Multiple phone numbers (locations) can be added.
    • Multiple users cannot use the same phone number for BroadWorks Anywhere.

For example, if a phone number is listed as a location for User “A”, User “B” cannot use the same phone number.

Outgoing Call Settings Menu

Communicator supports the following service features.  These are available using the Preferences pull-down menu. See Figure 1.

Outgoing Calls

  • Block My Caller ID
  • Automatic Callback
  • Highlight to Call
  • Review before Dialing

Review Before Dialing

The Review before Dialing service prevents calls started from outside the application to be immediately dialed. Instead, the dial pad displays the number for editing.

To enable this service, click on the Review before Dialing slider so that it displays as blue.

Block My Caller ID

The Block My Caller ID service allows you to restrict your identity when you make a call.  

To enable this service, click on the Block My Caller ID slider so that it displays as blue.

Automatic Callback

The Automatic Callback (ACB) service allows you to be notified when the previously called busy party becomes idle and is connected without having to redial the phone number.

When you call another party and the call cannot be connected because the line is busy, you are prompted to make an Automatic Callback request (for example, “The line you are calling is busy. Press 1 if you would like to be notified when the line becomes available”).

If you select Automatic Callback, the system monitors the busy party and automatically establishes a call when the busy party becomes available.

To enable Automatic Callback:

  1. Click on Outgoing Calls from the Preferences pull-down menu.
  2. Click on the Automatic Callback slider so that it displays as blue. The changes will be automatically saved.

Callto, Tel URL, and Other URL Schemes

You can use Communicator for making calls using Callto, and Tel URL links anywhere in your machine, but you need to register Communicator as the primary application for that purpose. See figure 1.

On Windows, at first login, there is a dialog asking if you would like Communicator to be the primary calling application for Callto and Tel URL schemes. Answering yes will modify Windows settings so that the next call using those links will use Communicator. If another application should afterwards take precedence in Windows settings, you can again make Communicator the primary calling application from Preferences, Outgoing Calls tab.

On Mac OS, you must make the same selection in FaceTime preferences. You are required to log in to FaceTime to change the preferred calling application.

Click-to-Call (Highlight Text) macOS

On Mac OS, you must enable calling in your system preferences.

To enable Click-to-Call:

  1. Click on the Gear icon on the bottom left corner to open the Settings tab.
  2. Click the white triangle to open the Preferences pull-down menu. Select Outgoing Calls.
  3. Enable Highlight to Call by clicking on the slider button. This will enable Click-to-Call through UC1 Communicator.
  4. Open System Preferences from the Native Desktop. (See Item 1) Select Services.
  5. Under Text, enable Call with UC1 Communicator. See Item 2.

When navigating through your desktop, you can now highlight any phone number, Right-Click, and select Call with UC1 Communicator. UC1 will immediately begin dialing.

Click-to-Call (Highlight Text) Windows

Click-to-Call using highlighted text and global keyboard shortcuts. Users can highlight text anywhere in the desktop machine to make a call and define the default call type used for making the call using the shortcut defined in Preferences.

To enable Click-to-Call:

  1. Click on the Gear icon on the bottom left corner to open the Settings tab.
  2. Click the white triangle to open the Preferences pull-down menu. Select Outgoing Calls.
  3. Enable Highlight to Call by clicking on the slider button. This will enable Click-to-Call via shortcut key. See Item 1.
    • To change the Hotkey used for Highlight to Call, click on the Set Hotkey pull-down menu. This will bring up a list of hot key options. Select one to set your preference.
Sign Out

Signing out of Communicator sets your status to “Offline” for your contacts and displays the Sign In screen.

Sign Out of Communicator

To sign out, follow these steps.

Windows

To sign out:

  1. Click the File button on the top left corner of the Main application screen.
  2. Click Sign Out. You will immediately be signed out of Communicator.

To exit application:

  1. Click the File button on the top left corner of the Main application screen.
  2. Click Exit UC1 Communicator. The application will terminate and you will be signed out of Communicator.

macOS

To sign out:

  1. Click UC1 Communicator from the top status bar.
  2. Click Sign Out. You will immediately be signed out of Communicator.

To exit application:

  1. Click UC1 Communicator from the top status bar.
  2. Click Quit UC1 Communicator. The application will terminate and you will be signed out of Communicator.

Note: Closing the Main window (not the sign In window) does not exit the application; but rather, minimizes the application to the system tray (Dock). This allows you to continue to receive calls and messages without having the contact List window appearing on the desktop.

Troubleshooting

Why are my Emojis showing as black boxes?

The Segoe UI font is required for the Emojis to appear correctly.  For more information to install the Segoe UI font, see the following article: https://support.microsoft.com/en-us/help/4021341/emojis-are-not-displayed-in-officeapplications-in-windows-7

Why did I lose chat history after an upgrade to a renamed Communicator?

When installing a Communicator version that has a different application name, the history is specific to that application name.  If the application name remains the same in the upgrade, the previous history is available.

Why can’t I change the avatar?

Double-clicking the avatar should open a File Explorer view to select a file.  If your XMPP connection is lost, changing the avatar does not succeed.  A lost XMPP connection is indicated in the Main window’s top notification area.

My contacts are all offline and my client’s status bar says “XMPP unavailable”. What does this mean?

It means that the XMPP connectivity has been lost for chat, as well as for presence; however, you can still make calls.  You should contact your service provider.

Why am I offline?

If you have selected “Offline” status, you are shown as offline to others.  Another possibility is that you may have lost your Internet connection.  In this case, the client does not log out, but rather enters an offline mode where a contact list is available, but communication is not possible.

Why can’t I have more video resolutions available?

You can choose your video resolution from Preferences and the Video tab.  Your selection is used by default for future video calls.  The available resolutions are automatically presented based on your camera.

Why does my all day calendar entry not trigger Busy - In Meeting presence status?

Not all meetings trigger a presence change to Busy  In Meeting. To trigger the presence update, the meeting must be in the Show me as Busy state.

Why aren’t all my group chat messages saved?

Only the newest chat room messages are stored on the server, but never for My Room for security reasons.  Starting from Release 21.3.0, when the optional (Preview mode in Release 21.3.0 and fully supported in Release 21.4.0) message history feature is enabled by your service provider, messages sent from other devices are also shown.

Why aren’t all my chat messages available in my other devices?

All one-on-one and group chat messages are saved, but only locally, so they are not necessarily available in your other devices.  Incoming messages are sent to all devices; however, the ones that you send are only stored in the device that you are using to send the message.  Starting from Release 21.3.0, when the optional (Preview mode in Release 21.3.0) message history feature is enabled by your service provider, messages sent from other devices are also shown.

Why can’t I change the XMPP address of a contact?

This is not supported in this release.  However, you can delete the contact and add a new one.

Why does my location show an incorrect address?

It is done based on the public IP address that the machine is using.  The IP address is mapped to a physical location.  

Why can’t I start desktop sharing?

To share your desktop, you need to have valid credentials, either by manually entering desktop sharing credentials in the Preferences → Credentials window, or by using auto-provisioning to enable the desktop sharing menu items and icons.  However, you can participate in desktop sharing sessions even without any sharing credentials.  Your service provider settings dictate if auto-provisioning is enabled or not.

Why can’t My Room participants share the desktop?

Only the owner of the room can share the desktop before Release 21.2.0.  Starting in Release 21.2.0, participants can also share when enabled by the service provider.  This applies to both My Room and ad hoc sessions.

I have a USB headset and the Call Control features are not working. Is there anything special I need to do to enable Call Control support?

In order to use headsets on Windows (not supported on Mac OS), several steps are needed:

  1. When the client is started, you must accept the API connection request from the connector/add-in device.
  2. Additionally, your client must have the feature enabled by your service provider.
  3. If your USB headset uses its own add-in, the standard HID Add-in from BroadSoft must be disabled, as both cannot be used at the same time.  In addition, you must have “Allow 3rd party extensions” check box checked in Preferences → Extensions tab.
  4. After upgrading UC1, some USB headset add-ins may get deleted causing call control to not work and the add-in to not be visible in Preferences.  As a workaround, repairing/re-installing the add-in software corrects this.

Why is the Outlook Add-in disabled?

If the context menu does not show Add-in menu items, this could be due to the Outlook Add-in disabled by Outlook for slow loading.  This happens primarily in Outlook 2013.  In such cases, enable this add-in by selecting the Outlook menu → File → Info → Manage Add-Ins → Communication Add-in → Always enable this add-in from the displayed menu. See Figure 1.

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