Operating Manual · KX-TDE series PBXs. Additional settings are required to view the contacts of other PBXs connected over a network. See 2.2.2 Network Settings. 2.2.1 Using CA in

Communication Assistant Client User

Operating Manual

Thank you for purchasing this Panasonic product.

Please read this manual carefully before using this product and save this manual for future use.

Communication Assistant: Version 4.0 or later

Model No. KX-NCP/KX-TDE SeriesKX-NS1000

Document Version: 2011-12

IntroductionCommunication Assistant (CA) Client is a Computer Telephony Integration (CTI) application that integrateswith your Panasonic PBX, and allows you to perform various telephone operations from your PC.About the Operating Manual

This Operating Manual is designed to serve as an overview of the features and setup of CA Client andsupported programs.The manual is divided into the following sections:1 First Setting

This section provides information about using starting CA for the first time.2 Login

This section provides information about logging into CA.3 Call Control

This section explains how to use the call control features of CA Client.4 Call History Review/Recall

This section explains how to use the Call History feature of CA Client.5 CA Operator Console Features

This section provides information about using CA Operator Console features.6 CA Supervisor Features

This section provides information about using CA Supervisor features.7 Microsoft Outlook Integration

This section provides information about using Microsoft® Outlook® with CA Client.8 Voice Mail Features

This section provides information about using voice mail features with CA Client.9 Other Features

This section provides information about other CA features.10 Additional Information

This section provides additional information and conditions about CA can also be found here.11 System Requirements

This section details the computer system requirements for running CA Client.

Notice• CA Client has two modes, PBX mode and Server mode. There are some feature differences between

PBX mode and Server mode.Please ask your administrator whether your system is working with PBX mode or Server mode.

• When you uninstall the CA application, the License Registration Keys of IP Softphones will be deleted.Please keep a record of the License Registration Keys of IP Softphones before you uninstall the CAapplication.

• If an older version of CA Client is installed over a newer version, the software may not function properly.If you want to downgrade your version of CA Client, uninstall the current version, then install the olderversion.

• Some call features may not be available, or some interface buttons may not display when using CAwith certain telephone models.

• When using CA Client, be sure the system display font is set to normal size (96 dpi).• The use of this Software may be limited under the terms of the license agreement for your system.

Please confirm the terms of your license before using this Software.

NoteThe contents and design of the software are subject to change without notice.

2 Operating Manual Document Version 2011-12

Introduction

IMPORTANTCA Client stores personal information. In order to prevent data theft and leakage, we recommend thefollowing:• Set a password-protected screensaver to activate after your computer has been idle for a set amount

of time.• Use Windows Update to keep your system up-to-date with the latest software patches.• When users change extensions, desks, etc., make sure that the access rights for their previous and

new extensions are correct.• Set a login password that is at least 5 characters long, and contains a combination of letters and

numbers.• Periodically change all login passwords to prevent unauthorized access by third parties.• When the computer used for CA Client is transferred, disposed of, or taken out of service, ensure all

sensitive data is securely erased.

Trademarks:• Microsoft, Outlook, Windows, and Windows Vista are either registered trademarks or trademarks of

Microsoft Corporation in the United States and/or other countries.• Intel, Intel Core, Celeron, and Pentium are trademarks of Intel Corporation in the U.S. and other countries.• All other trademarks identified herein are the property of their respective owners.• Microsoft product screen shots reprinted with permission from Microsoft Corporation.

Document Version 2011-12 Operating Manual 3

Introduction

Table of Contents1 First Setting ..............................................................................................62 Login .........................................................................................................72.1 Login Information ..............................................................................................................72.2 Connecting to other PBXs ................................................................................................82.2.1 Using CA in a One-look Network of KX-NS1000 PBXs ....................................................82.2.2 Network Settings ..............................................................................................................9

3 Call Control .............................................................................................103.1 Making a Call ...................................................................................................................113.2 Operations while calling .................................................................................................133.3 Answering a Call .............................................................................................................153.4 Transferring a Call ..........................................................................................................163.5 Putting a Call on Hold .....................................................................................................173.6 Making a Conference ......................................................................................................183.7 Conference Group Call ...................................................................................................193.8 Parking a Call ..................................................................................................................223.9 Transferring to Voice Mail/Recording to Voice Mail ....................................................233.10 Sending DTMF Tone or Flash ........................................................................................243.11 Writing a Memo/Hanging Up ..........................................................................................253.12 Making a Doorphone Call ...............................................................................................263.13 Using Speed Dial .............................................................................................................273.14 Dial from Clipboard .........................................................................................................28

4 Call History Review/Recall ....................................................................295 CA Operator Console Features .............................................................345.1 Arriving Calls Screen ......................................................................................................345.2 Call Parking .....................................................................................................................355.3 Call Transfer ....................................................................................................................375.4 Paging ..............................................................................................................................39

6 CA Supervisor Features ........................................................................406.1 Group Call Monitor ..........................................................................................................406.2 Take Over .........................................................................................................................416.3 Busy Override ..................................................................................................................426.4 Listen-In ...........................................................................................................................436.5 ACD Report Generation with Poltys CCView ...............................................................44

7 Microsoft Outlook Integration ...............................................................457.1 CA Outlook Toolbar ........................................................................................................457.2 Popup Outlook Contact Window for Incoming Call .....................................................49

8 Voice Mail Features ................................................................................508.1 Voice Mail Assistant (VMA) (KX-NCP/KX-TDE only) ....................................................508.2 Unified Messaging (KX-NS1000 only) ...........................................................................518.2.1 Unified Messaging integration with Microsoft Outlook (KX-NS1000 only) ......................53

9 Other Features ........................................................................................559.1 Function Key ...................................................................................................................559.2 ICD Group Agent Feature ...............................................................................................569.3 Organizing Contacts with "My List" ..............................................................................57


Table of Contents

9.4 Contact List Group ..........................................................................................................599.5 Microsoft Exchange Server Integration ........................................................................609.6 Options .............................................................................................................................639.7 CRM Integration ..............................................................................................................64

10 Additional Information ...........................................................................6511 System Requirements ...........................................................................68


Table of Contents

1 First SettingThese initial settings must be made before using CA Client. Once you log in for the first time, these settingscannot be changed.

Check the following features to use them in CA Client:

Use softphone: The IP Softphone will load automatically each

time CA Client is started. An IP Softphone activation key for your

extension is required to use this feature.

Use Network: Enable the additional connectivity and features

offered by CA Server. CA Server and a network activation key

are required to use this feature.

Select the user mode you wish to log in with.

A license is required for each user mode.

If you are not sure which mode to select,

confirm with your administrator.


2 Login

2.1 Login Information

Enter your extension number.

When logging in for the first time, click

Login without entering a password.

Enter an IP address and port number according to the kind of

connection to be used. For details, check with your administrator.

• Stand-alone PBX

Enter the IP address and port number of the PBX.

• One-look*1 KX-NS1000 PBX Network (without CA server)

Enter the IP address and port number of the Master unit PBX of the

One-look network.

• CA Server connection

Enter the CA Server IP address and port number.

*1 One-look Network: A network where multiple KX-NS1000 PBXs in multiple locations can be connected and managed over an IPnetwork. One PBX serves as the Master unit, which controls one or more PBXs, known as Slave units.


2.1 Login Information

2.2 Connecting to other PBXsCA Client users can communicate with CA Client users of other PBXs in two ways:• One-look networking: A network of KX-NS1000 PBXs that acts as a unified system, with one of the PBXs

in the network acting as a Master unit. No additional settings are required to view the contacts of otherPBXs within a One-look network. See 2.2.1 Using CA in a One-look Network of KX-NS1000 PBXs.

• PBX networking: Independently functioning PBXs are connected over a network. A One-look network ofKX-NS1000 PBXs is considered a single entity that can network to other PBXs, including KX-NCP andKX-TDE series PBXs. Additional settings are required to view the contacts of other PBXs connected overa network. See 2.2.2 Network Settings.

2.2.1 Using CA in a One-look Network of KX-NS1000 PBXsWhen a KX-NS1000 PBX is connected as a Master unit to other KX-NS1000 PBXs in a One-look network, allCA users in the One-look network can log in to the Master unit. In this configuration, all users will be unifiedas a single group of contacts. All contacts in the One-look network will appear in the main contact list.

Users in your One-look network will be displayed in one contact list.


2.2.1 Using CA in a One-look Network of KX-NS1000 PBXs

2.2.2 Network SettingsTo enable the display of other networked PBX’s contact lists, perform the following procedure:

1) Select Go To Option.

2) Select Network Server.3) Check which networked PBX's contact lists to display in CA Client.

4) Click OK.

Note• Up to 8 PBXs (including your own) can be selected.• If the Main unit of a One-look network of KX-NS1000 PBXs is enabled on this screen, all of the contacts

of the PBXs in the One-look network can be viewed.• During the initial setup of CA Client, "Use Network" must be checked, and CA Server and a network

activation key are required to use this feature.• If a network tab in CA Client is grayed out and not selectable, there may be a network communication

problem or a problem with the CA Server node connected to that tab’s PBX. If the tab does not returnto normal after 15 minutes have passed, contact your network administrator.

A grayed out tab indicates a network connection problem.


2.2.2 Network Settings

3 Call ControlThe call control window indicates the status and available features for each incoming or outgoing call. Whenthe extension is idle, the window is not displayed. If a call is finished or disconnected, the window closes. Whenthe call status changes to ROT (failed) status, CA disconnects the call.

Call Control Window

< Sample 1 > < Sample 2 >

This area indicates

the current call's status.

Listed icons indicate the

available operations according

to the current call's status.


3.1 Making a CallMethod 1

Double click a contact.

Method 2

1) Select a contact.

2) Click a "Phone" button.

NoteIf a number is not entered for the contact, the button will not be active, and will be grey.


3.1 Making a Call

Method 3

1) Enter a phone number.

2) Press the enter key or

click the dial button.


3.1 Making a Call

3.2 Operations while callingOperations while calling

Extension call

Outside call

Make a call

Finish a call

(go on hook).

Leave message waiting

indication at the called

extension.

Operations while calling (2)Extension call

Make a call

A new e-mail window is displayed.

The contact's registered e-mail address

will be input automatically.

The memo text will be attached to the

mail.

The memo will be saved in the Memo

column of the History window. Please

refer to "4 Call History Review/Recall"

for details on viewing the memo.


3.2 Operations while calling

Operations while calling (3)

When the extension is busy:

Make a call

Set call back feature to

own phone.

Leave message waiting

indication at the called

extension.


3.2 Operations while calling

3.3 Answering a Call

Answer the call

(go off hook).

Redirect to a manually entered number (max. 32 digits).

The last 10 dialed numbers are displayed in the drop-

down list.

Redirect to voice mail.


3.3 Answering a Call

3.4 Transferring a CallEnter a phone number or

double-click a contact.

Put the party on

consultation hold to

transfer the call.

The transfer destination

extension is called.

The call is

answered.

Split the call on consultation hold.

Go on hook and complete the transfer.


3.4 Transferring a Call

3.5 Putting a Call on Hold

The call is put on hold.

NoticeExclusive hold is not supported.


3.5 Putting a Call on Hold

3.6 Making a ConferenceEnter a phone number or

double-click a contact.

Put the party on

consultation hold to

make a conference.

The second party is

called.

The call is

answered.

Start conference.


3.6 Making a Conference

3.7 Conference Group CallConfiguring a conference group

Select a group

to edit.

Select the member’s

number.

You can drag and drop

contacts into the conference

group list.

Specify a name and PIN number

for the group, and specify

whether others can join the

conference after it is established.

Save the current configuration.

Delete the current configuration.

Add a new member to the group.

Remove a

group member.

You can also right-click a contact and

select Add Member to Conference

to add a conference member.

NoteIf you make changes to conference member settings from CA Client and begin a conference call, the newsettings will be used instead of the PBX’s conference call settings, and the PBX’s conference call settingswill be cleared.


3.7 Conference Group Call

Starting a conference group call

Select a group, and

then click Start.

Joining a conference that is in progress

Click Join.



During a conference (originator only)

Click to end the conference.

Click to remove

the participant.

Participant status

(click to change):

Normal

Hold (This member will hear hold music.)

Mute (This member will not be able to speak.)



3.8 Parking a Call

Park the call (Automatic):

This button allows you to put a call

on hold into any idle parking zone.

Park the call (Manual):

A call can be put on hold into

a specific parking zone.

Enter a parking number.


3.8 Parking a Call

3.9 Transferring to Voice Mail/Recording to VoiceMail

Transfer to VM

Start 2-way recording.

2) Click OK to start recording a message.

The icon changes.

Stop 2-way recording.

1) Select a voice mail

system and enter an

extension number.


3.9 Transferring to Voice Mail/Recording to Voice Mail

3.10 Sending DTMF Tone or Flash

Send Flash (EFA).

Send DTMF.


3.10 Sending DTMF Tone or Flash

3.11 Writing a Memo/Hanging Up

A new e-mail window is displayed.

The contact's registered e-mail

address will be input automatically.

The memo text will be attached to

the mail.

Hang Up (Go on hook).

The memo will be saved in the

Memo column of History window.

Please refer to "4 Call History

Review/Recall" for details on

viewing the memo.


3.11 Writing a Memo/Hanging Up

3.12 Making a Doorphone Call

Click Hang up to finish the

conversation with doorphone 003.

Double click on the doorphone

you wish to talk to.

You can talk to the person in

front of doorphone 003.

Click Open Door to allow the

other party to come in.


3.12 Making a Doorphone Call

3.13 Using Speed Dial

Dial a Speed dial number

Modify the Speed Dial list (PBX mode only)

Add a new Speed Dial number (PBX mode only)

Delete the selected speed dial number (PBX mode only)

Selecting Speed Dial allows you to:


3.13 Using Speed Dial

3.14 Dial from ClipboardBy selecting Call from Clipboard, you can dial a telephone

number stored in the computer's clipboard memory.

Hello!

Please call me!

Phone :

M.Take

+81-3-111-4444

Select and copy a telephone

number in an e-mail, etc.

(CTRL+C)

Selecting Call from Clipboard will then dial the number after

modifying it according to dial modification settings.

(Dial modification settings can be accessed by clicking

Go To Option Dial Modification (PBX Mode Only))


3.14 Dial from Clipboard

4 Call History Review/RecallCall History (1)

Missed incoming calls are

displayed here.

Clicking this icon also opens the call history screen.

You can open the call history screen from the History

menu.

CA Server Missed Call LogIf CA Server is installed on your network, when a call to your extension is not answered and you are not loggedin to CA Client, CA Server will record the missed call. When you next log in to CA Client, you will be notifiedof any missed calls.

NoteCalls received as a member extension of an incoming call distribution group are not recorded using thisfeature.

Call History (2)You can select the type of calls to review.


Call History (3)Search by name

1) Select Name.

3) The matched items are displayed.

4) You can refine the search result by entering

additional characters in the search box.

2) Enter a part of the name.

Search by number

1) Select Number.

3) The matched items are displayed.

4) You can refine the search result by entering

additional characters in the search box.

2) Enter a part of the number.


Call History (4)

Click Call to dial the selected phone number.

Call History (5)

Click Memo Open to read any text memos you left.


Call History (6)Click Delete to delete the selected call(s) in the

call history.

If you wish to continue, click Yes.

Call History (7)

Click Save to CSV to save the call history to a

CSV file.

Enter a name for the CSV file,

and click Save.


Call History (8)

Click Contact List to add the contact information

of the selected call record to your contact list.

The name and phone number are

copied to a new contact entry.

Call History (9)

Click Speed Dial to add the contact information of the

selected call record to your System Speed Dial.

This feature is supported only in PBX mode.

Click OK to continue.


5 CA Operator Console FeaturesBy logging in to CA client in Operator Console mode, you can manage multiple calls simultaneously using agraphic interface.Notable features include call parking and call transfer.An additional license is required in order to log-in to this mode.

Using Operator Console with the KX-NS1000When an Operator Console mode user is logged in to a KX-NS1000 Master unit that is connected to otherKX-NS1000 PBXs in a One-look network, all of the extensions of the One-look network are visible in OperatorConsole.

5.1 Arriving Calls ScreenBy using the Operator Console feature, you can manage multiple calls simultaneously using the Arriving CallsScreen.

Indicates that the current

status of this call is active.

Indicates that the current status of

this call is inactive. You can

enable the status of this call by

clicking on it.

The CA main window can be switched

between the extended display and

compact display by clicking this button.


5.1 Arriving Calls Screen

5.2 Call ParkingWhen calls are parked, they are placed on hold and pooled into a common parking zone, which can then beretrieved by any extension user. There are two call parking methods, automatic parking and manual parking.

A sample scenario with the related operations is shown below:

1) You are a receptionist in the sales department andcurrently logged into CA Client in Operator Consolemode.

2) You receive a call from Mary in the accountingdepartment, and answer it.

Click

An alert icon blinks to

indicate the arrival of a

call.

This icon indicates that

a call is in progress.

3) Mary says she wants to talk to John in your section.So, you park the call by clicking Park(Auto).

4a) The parking number is automatically assigned.

Click

The parking number

is displayed.

Detailed information is

displayed in the park

window.


5.2 Call Parking

4b) You can perform manual parking by clickingPark(Manual), or by dragging the call to an availableparking number.

4c) You can drag and drop Mary’s call into anyavailable parking number. Your line is now free tomake and answer calls.

Drag with the left

mouse button.

Available parking

zones: 00-99

Mary's call will

be parked at 04.

5) You can let John know that Mary’s call is parkedin parking number 04. John (or any extension user)can take the parked call.

6) When the parked call is answered it is removedfrom the parking zone.

You have a call from Lucy. Your line is already free, so you can answer the call.

Telephone conversation with Lucy

Mary's parked call has been answered and parking number 04 has been cleared.


5.2 Call Parking

5.3 Call TransferDuring a telephone conversation, you can place the call on hold and then transfer it to any other extensionuser.

During a telephone

conversation with Ext.

1010, click Transfer.

Ext. 1010 is placed on

hold. If you wish to return

to the call with Ext. 1010,

click Retrieve the call.

Specify the transfer destination by:

a): Entering the destination number, then

clicking the green off-hook button.

-or-

b) Selecting and double-clicking a

destination in the contact list.

In this example, 1011 is dialed.

a)

b)

You can also initiate a transfer by dragging the active caller window onto a contact in your contact list.


5.3 Call Transfer

You are waiting for Ext.

1011 to answer.

Ext. 1010 is still on hold.Ext. 1011 answers.

You confirm Ext. 1011 is

available to talk with Ext.

1010.

Click Transfer to hang up

the call between yourself

(Ext. 1009) and Ext. 1010.

The transfer operation is

completed.

Now, Ext. 1010 and Ext.

1011 are conversing.


5.3 Call Transfer

5.4 Paging

Select the group number you wish to access.

Then, click OK.

Click Paging (Flexible) from the function key window.

Members of the selected group number hear

your voice from the speaker until you hang up.


5.4 Paging

6 CA Supervisor FeaturesBy logging in to CA Supervisor mode, you can monitor the status of specific extension groups (ICD groups)and perform other supervisory features.Other notable features include listening in on telephone conversations, and taking over calls.An additional license is required in order to log-in to this mode.

6.1 Group Call MonitorYou can monitor the status of a target group’s members with Group Call Monitor feature.

It is possible to reset the call

counter and change other option

settings by clicking Utility.

These figures, such as "Total Incoming Call"

indicate the statistics of the selected group.

To update these values, click Get Latest Report.

Members of the

selected ICD group are

displayed in the

contact list field.

Select the group you wish to monitor."Current Waiting Call"

indicates the number of

calls currently waiting to

be answered in the

selected group.

"Longest Waiting Time"

indicates the longest

waiting time among all

incoming calls in the

selected group.

"Current Member

Status" indicates the

number of extensions

currently in the state of

wrap up, on the phone,

ringing, or idle, in the

selected group.

When you view the presence of

busy ICD group members,

information about their call and the

party they are talking to is also

displayed. (Only available when

using CA Server.)


6.1 Group Call Monitor

6.2 Take OverA user logged into CA Client in Supervisor mode can take over the telephone conversation of any extensionnumber listed in supervised ICD groups.

The CA main window can be

switched between extended

display and compact display

by clicking this button.

The supervisor (Ext. 1009)

monitors the status of both

Ext. 1010 and 1011.

Ext. 1010 is having

a conversation with Ext. 1011.

The features available for Ext.

1009 to perform on Ext. 1010

are active.

Click.

Right-clicking the extension

name displays the same

list of available (active) features

which the supervisor (Ext. 1009)

can perform on Ext. 1010.

Select.

The supervisor (Ext. 1009) takes over

the call from Ext. 1010.

Ext. 1009 and Ext. 1011 are now

having a conversation.

Ext. 1010 is forced to hang up.

A list of active features

which the supervisor at

Ext. 1009 can perform

on Ext. 1011.


6.2 Take Over

6.3 Busy OverrideA user logged into CA Client in Supervisor mode can override the call of any extension number listed in its ICDgroup members.To use this feature, your extension must have "Executive Busy Override" enabled in its Class of Service (COS)settings.

Click

The supervisor monitors

both Ext. 1010 and

1011.

Ext 1010 is on a call with

Ext. 1011.

The supervisor (Ext. 1009) can

talk to both Ext. 1010 and 1011.

(Current status: Conference call

among Ext. 1009, 1010, and

1011)

Features which the

supervisor (Ext. 1009) can

perform on Ext. 1010.


6.3 Busy Override

6.4 Listen-InA user logged into CA Client in Supervisor mode can listen in to the conversation of any extension numberlisted in its ICD group members.To use this feature, your extension must have "Call Monitor" enabled in its Class of Service (COS) settings.

Click.

Features which the

supervisor (Ext. 1009)

can perform on

Ext. 1010.

The Supervisor monitors

both Ext. 1010 and 1011.

Ext. 1010 is on a call with

Ext. 1011.

Supervisor Ext. 1009 is listening

in on the conversation between

Ext. 1010 and 1011.

Neither Ext. 1010 nor 1011 can

talk to the supervisor.


6.4 Listen-In

6.5 ACD Report Generation with Poltys CCViewPoltys CCView is an end-user call management tool that provides real-time call monitoring, automatic calldistribution (ACD) reports, and call logging and accounting features. CCView can be used with CA to managecall center environments.When CCView is installed on the PC, an ACD Report button will be displayed in CA Client. Click this button tolaunch CCView.

Poltys CCView

Call report generated by Poltys CCView

Note• To use CCView, the following software must be installed:

– CCView Client (installed on the PC running CA Client)– CCServer (installed on a dedicated server)– CCView Middleware

• The information collected by CA Supervisor cannot be shared with CCView.• System requirements for CCView and CCServer may differ from CA Client.• A 3rd Party CTI Link Activation Key (KX-NSF101) is required for KX-NS1000 users to use CCServer

with CA.• If CCView Server is used with a PBX that is connecting to CA Server, CSTA MUX must be used to

allow connections to the PBX for both servers. For more information about CSTA MUX, refer to the CAClient/CA Server Installation Manual.

• For information about CCView and related software and middleware, contact your dealer.


6.5 ACD Report Generation with Poltys CCView

7 Microsoft Outlook Integration

7.1 CA Outlook ToolbarYou can make calls directly from Microsoft Office Outlook 2003/2007/2010 using the CA Outlook Toolbar.KX-NS1000 Unified Messaging features can also be accessed from Microsoft Outlook. For more information,see 8.2.1 Unified Messaging integration with Microsoft Outlook (KX-NS1000 only).

NoticeWhen you first run Outlook after the CA Client toolbar is installed, a warning may be displayed:

Sample for Outlook 2010 (actual contents may vary)

If a message like this is displayed, confirm that the "From" field contains your local installation path for CA Client, and then click Install.

Note• The following examples are taken from Microsoft Outlook 2010. The display may vary according to

your software version and display settings.• For Microsoft Outlook 2007/2010

The Outlook toolbar display may not update to reflect a call's status, etc. correctly if it is not the activewindow. If the window displaying the Outlook toolbar is not active, click it to refresh the toolbar’s display.

Microsoft Outlook CA Toolbar

1 2 4 5 7 8 963

The following CA features can be accessed from Outlook, as shown above. Many of the features are the sameas in CA Client.

Call status of current callsDial boxAnswerHang upCall historyPark retrieve


7.1 CA Outlook Toolbar

Contact list

Click this button to display contact names and calling options for contacts who match the e-mail address of a currently selected message, or the information of the currently selected contact in Outlook.

You can also double-click a contact in Outlook’s contacts to display calling options.Presence settingShow/hide presence panelClick this button to show or hide the presence panel. From the presence panel, you can make calls, sende-mails, and start chats with other users. The presence panel can be docked within Outlook, or be set asa free-floating window.

Free floating

Docked to the top of Outlook Docked to the right of Outlook



Call ControlMany of the call control features in CA are available from Outlook as well. During a call, the call control bar isdisplayed.

Incoming callDuring a call

With a call on hold

Making Calls from Outlook Contacts

You can also make a call

from your Outlook contacts.

Double-click a contact’s

information.

Select a number to

make a call.



Important Notes for using CA Client with Microsoft OutlookIf Microsoft Outlook is installed or upgraded after CA Client has been installedFollow the procedure below if Microsoft Outlook is newly installed on a computer after CA Client has beeninstalled, or if you are using Microsoft Outlook with CA and you upgrade your version of Outlook (for example,you upgrade from Outlook 2007 to Outlook 2010).1. Run the CA Client setup program.

The name of the CA Client setup program differs according to the type of your operating system:• 32-bit version: Setup(US).msi• 64-bit version: Setup64(US).msiIf you cannot locate this file or do not know which file to use with your operating system, contact your systemadministrator.

2. Follow the prompts of the setup program. In the step Optional Feature Selection, select the CRMToolbar check box.

3. Continue to follow the prompts to complete the setup.CA Client will be reinstalled to operate with the new or upgraded installation of Microsoft Outlook.

If the toolbar for CA Client is not displayed in Microsoft OutlookIf the toolbar is not displayed when you are using Microsoft Outlook, it may have been disabled by Outlook’ssettings. You can confirm these settings by following the procedure below according to your version of Outlook.

For Microsoft Outlook 2003:1. From the Help menu, select About Microsoft Office Outlook.2. Click Disabled Items. If the item "CAOutlookAddin" is disabled, enable it.

For Microsoft Outlook 2007:1. From the Tools menu, select Trust Center... ® Add-ins.2. In the Manage: drop-down list, select Disabled Items, and then click Go. If the item "CAOutlookAddin" is

disabled, enable it.

For Microsoft Outlook 2010:1. In the File tab, click Options.2. Click Add-ins.3. In the Manage: drop-down list, select Disabled Items, and then click Go. If the item "CAOutlookAddin" is

disabled, enable it.



7.2 Popup Outlook Contact Window for IncomingCall

You can have an Outlook contact window popup when a call is incoming. To enable this feature, the followingsetup procedure is required:

Choose one of the following:

Enable (with new contact window popup):

A new contact input window will pop up if a

caller not in your contact list calls you.

Enable (without new contact window popup):

A new contact input window will not pop up if a

caller not in your contact list calls you.

If selected, when a call is incoming, the Outlook contact information of that caller will appear.

The caller's contact

window will be displayed.


7.2 Popup Outlook Contact Window for Incoming Call

8 Voice Mail Features

8.1 Voice Mail Assistant (VMA) (KX-NCP/KX-TDEonly)

Users connected to a KX-NCP/KX-TDE series PBX can listen to and manage voice mail messages using theVMA graphic interface.

2) Select Call Voice Mail.

1) Click the icon.

4) Click Login.5) The Voice Mail Assistant

window is displayed.

3) Enter your mailbox

information.

Ask your administrator

which mailbox you can

use.

You can control

playback of the selected

message.

You can hear the selected

message by double-clicking it.

You can send an e-mail.

The message is attached

automatically as an audio file.

You can call back.

You can delete the selected

message.


8.1 Voice Mail Assistant (VMA) (KX-NCP/KX-TDE only)

8.2 Unified Messaging (KX-NS1000 only)Users connected to a KX-NS1000 PBX can listen to and manage voice mail messages using the UnifiedMessaging system. You can enable Unified Messaging in the Options screen of CA Client.1. Open Voice Mail in the Options screen.

Select Go To Option.

2. In Voice Mail, select your mailbox from the Voice Mail: drop-down list, and check that the UM radio buttonis selected.

NoteIf the Voice Mail: drop-down list is grayed out, the setting must be selected using CA Web Managerfor CA Server. For details, see "3.10 Voice Mail Settings" in the CA Client/CA Server InstallationManual.

3. Enter the following information:• IP Address: Specify the IP address of the PBX where your UM mailbox is located. (This may be

different from the IP address used to log in to CA Client.)• Mailbox: Specify your UM mailbox number.• Password: Specify your UM Message Client Mailbox Password.• WebMC URL: Specify the URL for accessing the Web Maintenance Console of the Master unit PBX.

The format must be as follows:http://[IP Address of Master unit]:[Web MC Port number of Master Unit]For example, if the IP Address of the Master unit is 192.168.0.101 and the Web MC port is 80, youwould enter the following: "http://192.168.0.101:80".For details, refer to "Connecting to Web Maintenance Console" in the KX-NS1000 PC ProgrammingManual.

• Automatically close playback window by Timer: Specify the amount of time until the connection tothe UM system is ended if there is no activity.

4. Click OK.


8.2 Unified Messaging (KX-NS1000 only)

You can now access the Unified Messaging system by phone directly from the CA Client interface.

(Unified Messaging access)

For greater control over Unified Messaging features, you can use Unified Messaging integration with MicrosoftOutlook.


8.2 Unified Messaging (KX-NS1000 only)

8.2.1 Unified Messaging integration with Microsoft Outlook(KX-NS1000 only)

If you log in to a KX-NS1000 PBX you can also access the following features with Outlook:– Voice and fax messages can be received directly from the PBX as e-mail attachments by using IMAP to

access the PBX’s stored Unified Messaging system data.– Voice messages can be listened to using a telephone or PC.– Fax messages can be viewed using a PC.– The message waiting indicator on your telephone will turn off when the mail item is opened in Outlook.– You can call back the person who left the message or fax if his or her information is available in your contact

information, or if a caller ID number is available.

NoteA Unified Messaging e-mail activation key (KX-NSU2xx) is required to receive e-mails from the PBX to themail client.

Listening to voice messages

Voice Message

Playback through phone by PC operation

Playback through PC sound player

Callback button

Playback controls

Transfer to Mailbox button


8.2.1 Unified Messaging integration with Microsoft Outlook (KX-NS1000 only)

Viewing faxes

Fax Message Fax is displayed in PC graphics viewer

Account SetupAn account must be set up in Outlook for use with the Unified Messaging system (separate from your usuale-mail account). The setup procedure will vary depending on the version of Outlook used and the configurationof your network. When adding the account, the settings must be specified as follows:– The type of the account must be set to IMAP.– The mail server must be set as the IP address of the PBX where your UM mailbox is located.

NoteIn a One-look network, the UM mailbox may be located on a Slave unit and not the Master unit. Askyour network administrator for details.

– The user name is your UM mailbox extension number.– The password is your UM Message Client Mailbox Password.– Specify a valid SMTP server (ex. the SMTP server used for your existing mail account).If you are unsure of any of these settings, ask your network administrator for details.

Offline SettingsWhen using IMAP to access voice mail and fax messages, additional PBX system resources are used. Toreduce the possibility of affecting PBX operation, Microsoft Outlook should be configured to operate offline forthe UM mailbox. For information about configuring Outlook for working offline, refer to your software’sdocumentation, or consult your network administrator.


8.2.1 Unified Messaging integration with Microsoft Outlook (KX-NS1000 only)

9 Other Features

9.1 Function KeyYou can set a function key window to display at the top of your PC Desktop.

You can access various PBX

features by clicking them.

You can customize the list of

buttons.

Select Go To Function Key

NoteThe Account Code function key can only be used to input an account code before an outgoing call is dialed.Account codes input during or after the call (using the function key bar) will not be recorded in the SMDR.


9.1 Function Key

9.2 ICD Group Agent FeatureYou can control the current status of the ICD group you belong to.

You can control Wrap Up status.You can control login and

logout status.

Click Incoming Group:,

and then select More.

NoteDepending on your extension’s PBX settings, this feature may not be available. Contact your administratorabout using this feature.


9.2 ICD Group Agent Feature

9.3 Organizing Contacts with "My List"

Add a new

My List tab.

Edit the name of

an existing My List

tab.

The contact list has tabs that

contain the contacts of each

connected PBX, and user-

customizable My List tabs.

To add a contact to a

tab, drag a contact to a

tab, or right-click a

contact and select a tab.

Note• CA Server is required to use the My List feature.• A maximum of 5 different My List tabs can be created, with up to 128 contacts per tab.



Searching contact lists

Incremental search of the selected tab

(matching results are displayed as you type).

Search all contacts

across multiple tabs

and on LDAP servers.

Click to call or e-mail the

selected contact, or to

add it to a My List tab.

You can drag contacts

from the search results

to a My List tab to add

them to that tab. Right-click to call or e-mail

the contact, or to add it to

a My List tab.



9.4 Contact List GroupYou can display lists of contacts in groups. You can add or edit contact groups.

Contacts which

belong only to the

selected group will be

displayed, such as

the business and

private categories.

It is possible to add new

and edit existing contact

groups with the customize

feature.

Add a new contact

list group.

Edit an existing

contact list group.


9.4 Contact List Group

9.5 Microsoft Exchange Server IntegrationYou can use Microsoft Exchange Server calendar features with CA Client. Your presence in CA Client can beset to change according to your Microsoft Exchange calendar. You can set keywords in your calendar’sschedule to change your presence.For example, you could specify that when the word "meeting" is in your calendar’s schedule, your presencewould change to "In a meeting". Then, if there is an event named "Monthly meeting" from 10 a.m. to 11 a.m.,your CA Client presence will automatically change to "In a meeting" for that time. Afterwards, your presencewill return to the first presence setting in the presence drop-down list (by default, "Available").

Microsoft Exchange calendar

CA Client presence changesCA Client Exchange integration settings

CA Server is required to use Exchange integration features. In addition, CA Server must be set to integratewith your Microsoft Exchange Server. For details, see "11 Microsoft Exchange Server Integration" in the CAClient/CA Server Installation Manual, or ask your system administrator. Once CA Server has been set to workwith your Microsoft Exchange Server, you can make the following settings in CA Client.

Select Go To Option.Check the box and enter your Exchange user account. *1 *2

Click New to add a schedule keyword and presence. Select a keyword and click Move Up or Move Down to change the keyword priority.

Up to 40 schedule keywords can be added. Keywords higher in the list have priority over lower keywords when multiple keywords are found in the text of a scheduled event.

Click OK when finished.

*1 If the Exchange User Account box is grayed out, the setting must be programmed in CA Web Manager for CA Server. For details,see the CA Client/CA Server Installation Manual.

*2 Format: [user name]@[domain name]For example, if your user name is "user123", and the domain of the Exchange server is "test.panasonic.com", enter:"[email protected]"


9.5 Microsoft Exchange Server Integration

As the final step, you must set your Exchange calendar so that it can be viewed by the Exchange Serveradministrator. Note that the screens for your version of Outlook may differ from those below.

In the calendar view of Outlook, right-click Calendar under My Calendars, then select Properties from the menu.

On the Permissions tab, click Add.... Select and add the account name of your Exchange account administrator.

With the Administrator account selected, change Permission Level to Reviewer, and then click OK.

For KX-NS1000 PBX users, the Unified Messaging system’s Personal Greeting for your extension will alsochange according to your Exchange calendar.

Normal Greeting

Microsoft Exchange calendar

"Please leave a message."

"In a meeting" Greeting

"I am in a meeting. I will return your call soon."

Personal Greeting changes according to new presence

Presence changesaccording to Exchange



The Personal Greeting to be used for each presence can be set in the presence’s options.

Check the box, select a Personal Greeting number for the presence, and click OK. For information about recording Personal Greetings, refer to the PBX Operating Manual.

Select the presence to edit and click Edit.

NoteBecause CA Server acquires data from the Exchange Server every 5 minutes, there may be a delay of upto 5 minutes between the start or end of an event in an Exchange calendar and the corresponding presencechange in CA client.



9.6 OptionsYou can customize detailed options from the Options screen.

Select Go To Option.

Click OK when finished.

Select the option

category which you

wish to change.

Change settings

as necessary.


9.6 Options

9.7 CRM IntegrationTAPI InterfaceYou can make calls directly from CRM (Customer Relationship Management) software using TAPI. CABasic-Express users cannot use CRM software with CA.

3rd-party CRM IntegrationCRM features differ according to the software package used, but some or all of the following features will beavailable when the software is integrated with CA:– For incoming calls, a pop-up window with CRM database customer information is displayed according to

the caller ID information received by the PBX.– Calls can be made from CA using the calling functions within the CRM software.To use these features:• Dedicated middleware is required.• CRM software is required.For information about middleware and supported CRM software types, contact your dealer.


9.7 CRM Integration

10 Additional InformationCA Client Mode Feature Comparison

CA Client has 4 operating modes: Basic-Express, Pro, Operator Console, and Supervisor. The following tablesummarizes the features available for each mode.

Feature Basic-Express Pro Operator

Console Supervisor

View other extensions’ presence from main menu No Yes Yes Yes

Maximum number of contacts 10 1000 1000 1000

Maximum history length 10 calls 1000 calls 1000 calls 1000 calls

ICD group login/logout No Yes Yes Yes

Listen-In/Busy Override/Take Over No No Yes Yes

ICD group supervisor No No No Yes

Conference Interface No Yes Yes Yes

Network Features No Yes Yes Yes

3rd-party CRM integration No Yes Yes Yes

Microsoft Exchange Server integration No Yes Yes Yes

ACD reports with CCView No Yes Yes Yes

CA Server missed call log No Yes Yes Yes

Microsoft Outlook toolbar Yes*1 Yes Yes Yes

*1 Call history and presence display in Outlook are not available for Basic-Express users.


ConditionsRefer to the following information for conditions and restrictions when using the various features of CA Client.

General• The following table shows which kinds of telephones can be used with CA Client:

Telephone Type Use with CA Client

Digital Proprietary Telephone (DPT) ü

Analog Proprietary Telephone (APT) ü

IP Proprietary Telephone (IP-PT) ü

IP Softphone ü

Portable Station (PS) ü

Single Line Telephone (SLT) ü

SIP Extension ü*1

*1 Only Panasonic KX-UT series SIP phones connected to a KX-NS1000 PBX can be used with CA. Other SIP phones and PBXsystems are not supported.

• The following table shows which features are not available when using CA with the specified phone types.ü: Available

: Not available

Feature IP-PT/DPT SLT PSKX-UT

Series SIPPhone

Answer Call using the CA Interface ü ü

Call Splitting ü ü ü

DND Override ü ü

VM Transfer ü ü ü

Record to VM ü ü ü

Automatic Callback Busy ü ü ü

Call Waiting ü ü ü

Leave Message Waiting ü ü ü

Listen-In*1 ü ü

Busy Override*1 ü ü

Take Over*1 ü ü

TRS Change using the CA interface ü

Timed Reminder (Wake-up Call) ü ü ü

*1 This feature can be used in CA Supervisor and CA Operator Console modes only.• When callback ringing is used with the following features, the call must be manually answered using the

PS:– Make Call– Message Waiting Callback


– Account Code Entry– Call Pickup– Leave Message Waiting– Door Open

• The following are not supported in CA Client:– Call handling with a PS in Wireless XDP Parallel mode– Calls using the PDN/SDN button

• When logging in to CA Client, if you enter the wrong password for a given extension number apre-programmed number of times, the CA Client password will be locked.To clear the password lock:• For PBXs without CA Server, the extension PIN lock needs to be cleared. Clear the extension’s PIN

lock using PT Manager programming. When the PIN lock is cleared, the CA Client password and CApassword lock are also cleared.

• For PBXs with CA Server, the password lock must be cleared by using CA Web Manager. For details,see the CA Client/CA Server Installation Manual.

• The VM menu feature for a display PT should be disabled in the Class of Service (COS) settings on theVoice Processing System (VPS). If it is not disabled, you cannot record a VM greeting message in CAClient.

• If the PBX settings are changed, you must restart CA Client in order for the changes to be reflected in CAClient.

• CA Client does not support calling restrictions between PBX tenants. The presence for other tenant’sextensions are displayed in CA Client.

• If CA Server is installed, and settings are changed using CA Web Manager, you must restart CA Client inorder for the changes to be reflected in CA Client.

• Calls that you make from your extension when you are not logged in to CA Client are not recorded in thecall history. CA server is required to record calls missed when not logged in to CA Client.

SIP Phones• The following SIP phones can be used with CA Client. The SIP phones must be connected to a

KX-NS1000 PBX.– KX-UT series SIP phones

• The PBX’s Account Code Entry feature can only be used through the function key bar of CA Client.• When using a KX-UT series SIP phone with CA Client, even if Transfer automatically when new call is

made during talking is disabled in the Preferences screen of the Option window, operation will be thesame as if it were enabled (making a new call while in a conversation with another party will always transferthe call to the new party).

Conference Features• During a conference, a maximum of 8 participants (including the originator) can have the ability to speak

at one time. To allow other members to speak, one of the participants that already has the ability to speakmust first be muted using the conference interface.


11 System RequirementsPC Specifications

When CA Client is connected to your PBX directly, the number of contacts that can be displayed in the contactlist depends on your computer’s specifications. When CA Server is used, the number of contacts, includingcontacts of other networked PBXs, is not limited by your PC’s specifications.

CPU MemoryNumber of Contacts in Contact List

Direct PBXConnection

CA ServerConnection

1.0 GHz Intel® Pentium®/Celeron® processor orcomparable CPU 512 MB 32 1000

2.0 GHz Intel Pentium/Celeron processor orcomparable CPU 1 GB 128 1000

2.6 GHz Intel Pentium/Celeron processor orcomparable CPU 1 GB 256 1000

2.6 GHz Intel Core™2 Duo processor orcomparable CPU 1 GB 1000 1000

NoteThe above specifications are approximations and may vary according to your computer’s status, networkconditions, other programs running, etc.

Supported Operating Systems:• Microsoft Windows® XP Professional Service Pack 3 or later (32-bit*1)• Windows Vista® Business (32-bit/64-bit)• Windows 7 Professional (32-bit/64-bit)*1 64-bit versions of Windows XP are not supported.

Other specifications are as follows:

Minimum Recommended

Hard Disk 1.5 GB available space 2.0 GB available space

Video Resolution 1024 ´ 768 1280 ´ 1024

Interface 10/100Base-T 100Base-T


Other Installation RequirementsBefore beginning the installation of CA Client, please perform the following:1. Download and install the Microsoft .NET Framework from the Microsoft Web site.

• Version 3.5 (Service Pack 1 or later) of the Microsoft .NET Framework is required.• The Microsoft .NET Framework is available at the following address:

http://msdn.microsoft.com/netframework/2. If you will be using Microsoft Outlook with CA Client, run Microsoft Update in Windows to ensure your

installations of Outlook and Microsoft Office are up-to-date. Repeat the update procedure until all updateshave been applied. For details, refer to the documentation of Microsoft Outlook and Microsoft Office. IfMicrosoft Update cannot be used, consult your system administrator.Required Outlook VersionsIn order to use Microsoft Outlook with CA Client, your version of Outlook must be one of the followingversions or later:• Outlook 2003: 11.5608.5606• Outlook 2007: 12.0.6562.5003 SP2 (MSO 12.0.6562.5003)• Outlook 2010: 14.0.4760.1000You can confirm the currently installed version number by selecting About Microsoft Office Outlook fromthe Help menu of Outlook.


http://msdn.microsoft.com/netframework/

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Documents

Operating Manual · KX-TDE series PBXs. Additional settings are required to view the contacts of other PBXs connected over a network. See 2.2.2 Network Settings. 2.2.1 Using CA in