Avaya Communicator for Web –

IP Office™ Platform:
Administering Guide

Release 1.0
Issue 1.0.19
March 2018
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 AVAYA COMMUNICATOR FOR WEB – IP
OFFICE™ PLATFORM: ADMINISTERING GUIDE
Table of Contents
11 IP Office Server Setup
11 Introduction

13 Prerequisites
14 RTP Port range

15 Installation Certificates to IP Office

19 Verify the Installation
21 Creating Users

25 Installing the Chrome Extension

25 Download and Installation Procedure

26 Limitations in Office 365

27 Installing the Internet Explorer Add-On

27 Download and Installation Procedure
30 Esna iLink Add-Ons for Internet Explorer

31 Limitations in Internet Explorer

31 Limitations in Office 365

32 Logging In
32 Launching the Extension / Add-On

32 Logging In
39 Advanced Login Options
39 Show prefilled options

40 Creating an Account with OnEsna

46 Using Avaya Communicator with Jabra Devices

46 Introduction

47 Installation
47 Pre-requisites
47 Procedure

49 Configuration

Avaya Communicator for Web – IP Office™ Platform: Administering Guide March 2018 5
 51 Call Controls

58 Using Avaya Communicator with Plantronics Devices

58 Introduction

59 Installation
59 Pre-requisites
59 Procedure

61 Configuration

63 Call Controls

65 Installing the plug-in: Salesforce Classic Interface

65 Salesforce Classic Integration
66 Call Center Definition File

67 Open CTI Integration

72 Logging in to Avaya Communicator

74 Using Salesforce
74 Inbound and Outbound Calling
74 Configuring Call Behavior
76 On Inbound Calls
76 For Outgoing Calls
76 Click-to-Dial
77 Calling from Chatter
77 Creating a Filter

81 Installing the plug-in: Salesforce Lightning Interface

81 Salesforce Lightning Integration
82 Call Center Definition File

83 Open CTI Integration

88 Logging in to Avaya Communicator

91 Using Salesforce
91 Inbound and Outbound Calling
91 Configuring Call Behavior
93 On Inbound Calls
93 For Outgoing Calls
94 Click-to-Dial
95 Calling from Chatter
95 Creating a Filter

99 Using Avaya Communicator for Web With Office 365

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 99 Introduction

100 Login with Office 365 Credentials

101 Mail

103 People

105 Calendar

107 Click-to-Dial

109 Using Avaya Communicator with Skype for Business

109 Introduction

109 Pre-requisites

109 Logging In

110 Limitations

113 Remote Connections via STUN/TURN

113 Introduction

113 Configuration
113 OnEsna
117 Finding the Values

118 Verification

120 User Guide

120 Introduction

120 The Main Screen

121 Incoming Notification

122 Searching for Contacts

123 Call the Contact
123 Contact Options

124 Presence Management

125 Presence
125 Phone device

126 Favorites
127 Messages
127 Timeline
128 Chat
129 Call
130 Actions
131 Scopia / Hangout
133 Share location

Avaya Communicator for Web – IP Office™ Platform: Administering Guide March 2018 7
 134 Share document
135 Share web page
135 Clear history
136 Groups
136 Subscribe/Remove

137 Groups
137 Add group
138 Members
138 Edit Group
139 Manage Group Members
140 Actions

142 Menu
142 Settings
143 Devices
144 Options
147 Alerts
148 Logout
149 Conversations
149 Active
149 Recent
150 Start Conversation
151 Collaboration
151 Phone
152 Active Calls
153 Recent Calls
154 Dialpad

155 Call Controls

157 Click-to-Dial

158 How to Guide

158 Introduction

158 Placing a call

159 Main Page
160 Phone Page
162 Contact Page
163 Transferring a call

164 Working with Messages

166 Convert Chat Sessions into Scopia Events and Hangouts
168 Video Calling

171 Authentication Flow

171 Description

171 Call Flow

Avaya Communicator for Web – IP Office™ Platform: Administering Guide March 2018 8
 173 Revision History

175 Glossary

177 Index

Avaya Communicator for Web – IP Office™ Platform: Administering Guide March 2018 9
Avaya Communicator for Web – IP Office™ Platform: Administering Guide March 2018 10
 Introduction

Chapter 1: IP Office Server Setup

Introduction
Avaya Communicator for Web is designed to work with IP Office Preferred Edition, IP Office
Server Edition, and IP Office Select through the use of the one-X Portal Web Service APIs (call
control, directory), XMPP over BOSH (Instant Messaging and Presence), and WebRTC (Voice
and Video calling).
Once loaded, users can authorize themselves via their Google, Salesforce.com, or Office 365
accounts. Server address information for the IP Office server may either be entered manually or
provisioned automatically for users and their IP Office account.

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Chapter 1: IP Office Server Setup

This document includes the IP Office system configuration and requirements, followed by the
end-user deployment of Avaya Communicator for Web.

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 Prerequisites

Prerequisites
Avaya Communicator for Web is licensed as follows.
For IP Office 9.1 and earlier, the client is licensed per user. The user also requires one of the
these User Profile licenses: Mobile Worker, Office Worker, Teleworker, or Power User.
For IP Office 10.0 and later, the user needs either an Office Worker or Power User profile
license. There is no longer any per user licensing on the client side.
It is supported on the Preferred Edition, IP Office Server Edition, and IP Office Select.
one-X Portal must be installed and running. IP Office Release 9.1.2 or later is required.
If your system has Chrome 45 or later, then IP Office Release 9.1.4 or later is required.
Avaya Communicator for Web requires that the following ports be opened to the IP Office host
server. Outbound traffic from the clients must also be open on these ports. The program will not
operate properly if these ports are not available.

Version IP Office Server IP Office Server IP Office 500v2

Edition 9.1.2+ Edition 10.0 (Linux) †

Service TCP Port #

XMPP over BOSH 7443 9443 Same as IP Office

SE*

WebRTC Signaling 7070 9443 Same as IP Office

SE*

one-X Open API 9443 9443 Same as IP Office

SE*

RTP Port Range See below See below See below

†
- IP Office 500v2 (Windows) is not supported.
* - The ports required are the ones configured for the corresponding IP Office Server Edition.

Note:
For sites using Avaya IP Office WebRTC Phone Service, enable UDP as well on
Note:

all of the listed ports.

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Chapter 1: IP Office Server Setup

RTP Port range

The RTP Port range to open is defined in IP Office Web Manager, under
Media Gateway Settings > RTP Port Range (Public).

14 Avaya Communicator for Web – IP Office™ Platform: Administering Guide March 2018
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 Installation Certificates to IP Office

Installation Certificates to IP Office

Avaya Communicator for web requires Avaya IP Office Preferred Edition or higher, and a one-X
Server. The server must be configured and operating before proceeding.
The IP Office server must have certificates from a valid provider installed to enable the correct
operation of the program. This is required for both the WebRTC and the one-X portal services
on IP Office.

1. Acquire a certificate from an appropriate provider. Save the certificate file to the server
hard drive and record the password for the file.
2. Open the IP Office Web Manager and login.

3. At the Web Manager main page, click the menu icon and select Platform View.

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Chapter 1: IP Office Server Setup

4. At the Platform View screen, open the System tab and ensure that both WebRTC
Gateway and one-X Portal services are running .

5. Go to the Settings tab. Scroll down to find the section on Certificates.

Enable Import, then browse for the certificate file saved in step 1.
Enter the password in the space provided.
Enable Renew automatically.

When ready, click Upload.

Note:
Certificates are usually a .pem file and can be issued for the host itself (e.g.
Note:

your.address.com) or as a wildcard (e.g *.address.com).

16 Avaya Communicator for Web – IP Office™ Platform: Administering Guide March 2018
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 Installation Certificates to IP Office

6. Open Security Manager > Certificates and click the edit icon .

7. Click the Set button.

8. Use Browse to locate the certificate file (*.pfx or *.p12) on your system.
Click Upload when ready, and enter the password if required.

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Chapter 1: IP Office Server Setup

9. Once the upload of the certificate file is complete, go to the System tab and click Reboot to
complete the installation.

10. After the restart, ensure that both the WebRTC Gateway and one-X Portal services are
running.

18 Avaya Communicator for Web – IP Office™ Platform: Administering Guide March 2018
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 Installation Certificates to IP Office

Verify the Installation

1. In order to verify that the certificates have been installed and are working properly, use
your browser to go to the IP Office XMPP test page here:

https://YourAddress:7443/

Open HTTP Binding Service

2. Also check the WebRTC test page:

https://YourAddress:7070/PhoneService/

Ensure that the lock indicator in the URL on both pages is green.

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Chapter 1: IP Office Server Setup

3. When the reboot is complete, open Web Manager and click the Security Manager menu.
Select Certificates, then click the Edit icon .

4. Check to see that the new certificate is included in the list.

20 Avaya Communicator for Web – IP Office™ Platform: Administering Guide March 2018
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 Installation Certificates to IP Office

Creating Users
1. Log in to the IP Office Web Manager.

2. Go to Call Management > Extensions.

3. Go to Add Extensions and select H323 Extension. Choose your system under On
Selected Server, and press OK.

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Chapter 1: IP Office Server Setup

4. Enter a new extension number and a telephone password.

Press Create to save the extension.

5. Go to Call Management > Users.

6. Click Add User, choose the appropriate server, and press OK.

22 Avaya Communicator for Web – IP Office™ Platform: Administering Guide March 2018
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 Installation Certificates to IP Office

7. Fill in the required details for the new user.

Name: This is the username that is required to login to the client. On the client, the user
will enter “Name”@Domain*.
Password: This is the password required to login to the client.
Full Name: This field will be shown on the client as the user’s full name.
Extension: Assign the extension created in the previous step.
Profile: The user profile types that are supported depend on IP Office software version, as
documented in Prerequisites on page 13.

Click Create to save the new user’s details.

Tip:
Tip: These settings may also be completed using Avaya IP Office Manager.

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Chapter 1: IP Office Server Setup

Note:
Your domain may be found under the one-X portal settings.
Note:

Go to Applications > one-X Portal > Configuration > IM/Presence.

Repeat as often as necessary to add all desired users.

24 Avaya Communicator for Web – IP Office™ Platform: Administering Guide March 2018
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Chapter 2: Installing the Chrome
Extension

Download and Installation Procedure

Avaya Communicator for Web is installed as an extension to Google’s Chrome web browser. It
integrates with Avaya’s IP Office Server Edition, version 9.1.2 and above. The Avaya software
must be configured and operating before attempting to install the extension.
The Avaya Communicator extension is installed from the Chrome Web Store.

Tip:
Tip: The site administrator can setup user or company profiles to automatically install
(push) and configure Avaya Communicator. Refer to Google’s documentation at
the address below for further details:
https://support.google.com/chrome/a/answer/1375694?hl=en

1. Open the Chrome web browser and go to the Chrome Web Store at
https://chrome.google.com/webstore.
2. In Search the store, type avaya and hit enter. Click on Extensions.

avaya

3. Click beside Avaya Communicator for Web to launch the installer.

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Chapter 2: Installing the Chrome Extension

4. When prompted, click Add to confirm the installation of the extension.

The installation is complete. Proceed to Logging In on page 32.

Note:
The Esna iLink for Avaya Scopia Desktop extension must also be installed if
Note:

Scopia meeting support is required.

Limitations in Office 365

Microsoft’s Office 365 does not support some of the features available in other platforms.
Features not supported:
● The Collaboration feature is not supported and its icon has been removed.
● There is no ability to Share document.
● Contact pictures are not available with the application.

There is no synchronization of your presence between Avaya Communicator for Web and Office
365. However, if a meeting is scheduled using the Office 365 calendar, during the meeting the
presence bar in Avaya Communicator for Web will change to show you as Unavailable, and a
custom presence label will be applied that includes the name of the meeting. When the meeting
is over, your presence will be returned to it’s previous value and the custom presence label will
be removed.

26 Avaya Communicator for Web – IP Office™ Platform: Administering Guide March 2018
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 Download and Installation Procedure

Chapter 3: Installing the Internet Explorer

Add-On

Download and Installation Procedure

Avaya Communicator for Web is installed as an add-on to Microsoft’s Internet Explorer web
browser. This requires the Esna iLink Add-Ons for Internet Explorer application from Esna’s
web site. Additional licensing is required for this product. Please contact your sales
representative for more details.
It integrates with Avaya’s IP Office Server Edition, version 9.1.2 and above. The Avaya software
must be configured and operating before attempting to install the extension.
Note:
Internet Explorer 11 or later is required.
Note:

1. Open Internet Explorer and go to https://manage1.esna.com/ichrome/iChrome.application.

2. The product installer will launch. When prompted, click Install.

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Chapter 3: Installing the Internet Explorer Add-On

3. The browser will be configured with the necessary files.

4. Internet Explorer must be restarted for the Add-on to be made available. When prompted,
click Yes to relaunch IE.

5. The Extensions window appears allowing you to select which Esna product to attach to IE.
Click Avaya Communicator for Web.

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 Download and Installation Procedure

6. The selected add-on will be attached to Internet Explorer .

7. At the login page, choose the set of credentials that will be used to connect.
Select one of these 4 options.

Note:
The Esna iLink for Avaya Scopia Desktop extension must also be installed if
Note:

Scopia meeting support is required.

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Chapter 3: Installing the Internet Explorer Add-On

Esna iLink Add-Ons for Internet Explorer

● The selected add-ons and Esna iLink Add-Ons for Internet Explorer will be launched
automatically each time that Internet Explorer is started.
● Closing the Esna toolbar will disable the add-ons for Internet Explorer. To relaunch, the
add-on must be enabled from within IE (go to Tools > Manage Add-Ons under Toolbars
and Extensions).
● If the add-on cannot connect or login to the server, the icon in the toolbar will be gray. Click
the icon to start the login procedure.
● In IE, removing all websites listed under Compatibility View is required for an application to
login to the servers. Go to Settings > Compatibility View Settings and ensure that there are
no websites listed.

30 Avaya Communicator for Web – IP Office™ Platform: Administering Guide March 2018
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 Limitations in Internet Explorer

Limitations in Internet Explorer

Microsoft’s Internet Explorer does not support WebRTC. As a result, the following features are
not supported:
● There is no Softphone option, so there is no voice or video connection through the client
software. Only hardware (desktop) telephones are supported, and Call Controls through
the client remain active.
● The Devices tab is removed under Menu > Settings.
● Jabra and Plantronics headsets / handsets are not supported.
● There is no ability to Share web page or Share location.

Limitations in Office 365

Microsoft’s Office 365 does not support some of the features available in other platforms.
Features not supported:
● The Collaboration feature is not supported and its icon has been removed.
● There is no ability to Share document.
● Contact pictures are not available in the application unless Office 365 is logged in to
through the browser.

There is no synchronization of your presence between Avaya Communicator for Web and Office
365. However, if a meeting is scheduled using the Office 365 calendar, during the meeting the
presence bar in Avaya Communicator for Web will change to show you as Unavailable, and a
custom presence label will be applied that includes the name of the meeting. When the meeting
is over, your presence will be returned to it’s previous value and the custom presence label will
be removed.

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Chapter 4: Logging In

Chapter 4: Logging In

Launching the Extension / Add-On

Start the application by clicking on the Avaya Communicator for Web icon .
If enabled, clicking on the slider will also start the program.

Logging In
If the extension does not start automatically, click the icon or the slider.

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 Logging In

1. At the login window, choose which set of credentials to login with.

Tip:
Tip: If you don’t already have one, click the Create account button. This will open the
OnEsna web page in your browser where you can make a new account.

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Chapter 4: Logging In

● When selecting Google Credentials, you will be asked which Google account to
use to access the program with. Choose an account, or enter the details for another.

Click Accept to give the program the necessary permissions to your data.

● For Office 365 Credentials, the browser will open the Office 365 login screen.
Select this option, then sign-in with your Office 365 credentials.

Note:
An active Office 365 account is required.
Note:

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 Logging In

● When selecting Salesforce Credentials, a browser page will open to the

Salesforce login screen.

Enter your Salesforce username and password in the spaces provided.

Click Log in to Salesforce.

If prompted to grant Avaya Communicator the necessary permissions, click Allow.

Note:
An active Salesforce account is required.
Note:

● Use Avaya Communicator for Web provides a web-based authentication solution

for sites where security profiles and other considerations make other login options
impossible. A user account must be created before a login can proceed (see Creating
an Account with OnEsna on page 40).

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Chapter 4: Logging In

When prompted, enter your OnEsna username and password. Click Login.

If prompted to grant permissions, click Allow.

2. Avaya Communicator for Web requires the details of the servers to use for your presence
and voice server data. When using the Site default Connection profile, these values are
hidden and are already entered for you.This data is filled in when the license is registered,
or the values can be entered manually if necessary through the User Defined Connection
profile.

- IM/Presence provider: From the dropdown list, choose which application provides
this service. By default, this is set to Use Cisco Jabber. If you have a Skype for
Business account you would prefer to use, then select either Use Skype Online or Use
Skype On-Prem, depending upon which service you have.
- Presence server: This is the FQDN for the presence services (one-X Portal) under IP
Office. For example,
pres.company.com
- Media server(s): This is the FQDN for the IP Office computer where phone services
are registered.
- User: Enter the username for the current user. Include the domain configured in the
WebRTC Gateway SIP Server settings in IP Office Web Manager.

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 Logging In

- Password: Enter the corresponding password for the account.

- Save credentials: When enabled, future logins will not require the user to enter their
details. Leave this checkbox disabled to force users to enter their information each
time they start the program.

Tip:
Tip: When connecting from outside the corporate network, the IP Office server must be
reachable with a public FQDN. If this is not the case, a VPN connection to access
the corporate network may be required.

Click Connect when ready.

Note:
Avaya Communicator for Web can operate without the presence server. This
Note:

configuration supports phone functions only. Enter a dash - in the Presence

server field.
If you only need the IM and Presence features, then enter a dash - in the field for
the Media Server.

3. The extension has been installed. The icon will be gray when the program is not
running, and it will be in color after log in.

4. Click the Avaya Communicator for Web icon or the slider to launch the program.

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Chapter 4: Logging In

Note:
The slider is an option that is enabled from the Settings > Options page. Enable
Note:

the Embed to all opened pages item. The panel displayed when clicking on the
slider is independent of the panel that is opened from the icon; each can be used
to display different information. Once this setting has been changed, close and
relaunch the browser.

38 Avaya Communicator for Web – IP Office™ Platform: Administering Guide March 2018
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 Logging In

Advanced Login Options

Avaya Communicator provides the option to take greater control of the servers for sites where
the required functions are spread across many machines.

Show prefilled options

1. At the Avaya Communicator Connection screen, click Show prefilled options.

2. The advanced login screen appears. Fill in the required information and click Connect to
launch the program.

- Presence server: This is the FQDN for the presence services (one-X Portal) under IP
Office. For example,
pres.company.com
- Media server(s): This is the FQDN for the IP Office computer where phone services
are registered.

Avaya Communicator for Web – IP Office™ Platform: Administering Guide March 2018 39
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Chapter 4: Logging In

Creating an Account with OnEsna

Avaya Communicator for Web credentials, through the OnEsna license engine, provides a
web-based authentication solution for sites where Google Plus, Gmail and Salesforce are not
used. Before attempting to login using Avaya Communicator for Web credentials for the first
time, it is necessary to create an account with OnEsna.
1. Open a browser and go to https://www.OnEsna.com. Select Zang as the credentials to
login with
Or when logging in to Avaya Communicator for Web, select Create account from the
credentials selection screen.

2. Under Create an account, enter your email address, then click Confirm Address.

40 Avaya Communicator for Web – IP Office™ Platform: Administering Guide March 2018
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 Creating an Account with OnEsna

3. A confirmation email will be sent to the address provided.

Open the message and click Verify Email.

4. Provide some additional information about yourself and click Sign Up when finished.

5. Congratulations, your OnEsna account has been created. You may now login to Avaya
Communicator for Web using these credentials.

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Chapter 4: Logging In

6. Return to Avaya Communicator for Web and click the button to use the new credentials.
When prompted to grant the necessary permissions to the program, click Accept.

7. Read then Accept the end user license agreement.

42 Avaya Communicator for Web – IP Office™ Platform: Administering Guide March 2018
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 Creating an Account with OnEsna

8. Avaya Communicator for Web will start.

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44 Avaya Communicator for Web – IP Office™ Platform: Administering Guide March 2018
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Avaya Communicator for Web – IP Office™ Platform: Administering Guide March 2018 45
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Chapter 5: Using Avaya Communicator with Jabra Devices

Chapter 5: Using Avaya Communicator

with Jabra Devices

Introduction
Jabra® make a series of USB and wireless telephony devices which are supported using Avaya
Communicator for Web. The Jabra hardware can be configured as the default device for Avaya
Communicator, so when making a call, the Jabra device will be used to place the call instead of
the Avaya default. This allows the use of VoIP where available.
The configuration uses the Jabra Web Socket Service.

! CAUTION:
Jabra integration is currently available in a pre-release form only. Specifications
CAUTION:

are subject to change.

! CAUTION:
Jabra devices are only available when using the Google Chrome web browser.
CAUTION:

46 Avaya Communicator for Web – IP Office™ Platform: Administering Guide March 2018
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 Installation

Installation

Pre-requisites
Avaya Communicator for Web must be setup and operating before proceeding with the Jabra
configuration.
The Jabra devices will only work using Avaya Communicator on the Windows operating system.
Macintosh systems and Chromebooks are not supported.
An Internet connection is required.

Procedure
Before the Jabra device can be used with Avaya Communicator, the Jabra Web Socket Service
must be installed onto the computer.

1. From with Avaya Communicator for Web, go to Menu > Settings > Devices.
Click Download under Jabra to download the Web Socket Service file to your computer.
Double-click the file to install the service into Windows.

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Chapter 5: Using Avaya Communicator with Jabra Devices

2. When it has finished installing, under Windows Control Panel > Programs and Features,
the Jabra Web Socket Service should be present.

3. Reboot the computer to update the registry with the new program data.

48 Avaya Communicator for Web – IP Office™ Platform: Administering Guide March 2018
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 Configuration

Configuration
Once the Jabra drivers have been installed, Avaya Communicator must be configured to use
the Jabra device for both audio input, recording, and making calls.

1. Plug the Jabra device into the computer’s USB port.

2. Click the presence strip at the top of the window. Choose Softphone.

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Chapter 5: Using Avaya Communicator with Jabra Devices

3. Go to Menu > Settings and open the Devices tab.

4. Enable the items for Jabra beneath both Playback devices and Recording devices.

5. Logout and login to have Avaya Communicator make the changes operational.

All calls that are made or received to the local extension will be passed through the selected
Jabra device.

50 Avaya Communicator for Web – IP Office™ Platform: Administering Guide March 2018
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 Call Controls

Call Controls
Call controls from the device itself are limited.

Placing a call can be done either through the Avaya Communicator dialer, or from the keypad of
the device.

From the device, the Hold, Mute and Hangup functions are supported. When present on the
device, the speakerphone option is also available and is controlled from the set.

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Chapter 5: Using Avaya Communicator with Jabra Devices

The keypad within Avaya Communicator also supports call transfer during the call.

While ringing Call answered

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Avaya Communicator for Web – IP Office™ Platform: Administering Guide March 2018 53
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54 Avaya Communicator for Web – IP Office™ Platform: Administering Guide March 2018
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Avaya Communicator for Web – IP Office™ Platform: Administering Guide March 2018 55
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56 Avaya Communicator for Web – IP Office™ Platform: Administering Guide March 2018
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Avaya Communicator for Web – IP Office™ Platform: Administering Guide March 2018 57
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Chapter 6: Using Avaya Communicator with Plantronics Devices

Chapter 6: Using Avaya Communicator

with Plantronics Devices

Introduction
Plantronics® make a series of USB and wireless telephony devices which are supported using
Avaya Communicator for Web. The Plantronics hardware can be configured as the default
device for Avaya Communicator, so the Plantronics device will be used to placing or receiving
telephone calls instead of the Avaya default. This allows the use of VoIP where available.
The configuration uses the Plantronics Hub Software.

! CAUTION:
Plantronics integration is currently available in a pre-release form only.
CAUTION:

Specifications are subject to change.

! CAUTION:
Plantronics devices are only available when using the Google Chrome web
CAUTION:

browser.

58 Avaya Communicator for Web – IP Office™ Platform: Administering Guide March 2018
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 Installation

Installation

Pre-requisites
Avaya Communicator for Web must be setup and operating before proceeding with the
Plantronics configuration.
An Internet connection is required. Plantronics integration is not supported on Chromebooks.

Procedure
Before the Plantronics device can be used with Avaya Communicator, the Plantronics Hub
Software must be installed onto the computer.

1. From Avaya Communicator for Web, go to Menu > Settings >Devices.

Click Download under Plantronics to download the file to your computer.

Double-click the downloaded file to install the application into Windows.

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Chapter 6: Using Avaya Communicator with Plantronics Devices

2. When it has finished installing, under Windows Control Panel > Programs and Features,
the Plantronics Hub Software should be present.

3. Reboot the computer to update the registry with the new program data.

60 Avaya Communicator for Web – IP Office™ Platform: Administering Guide March 2018
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 Configuration

Configuration
Once the Plantronics drivers have been installed, Avaya Communicator must be configured to
use the Plantronics device.

1. Plug the Plantronics device into the computer’s USB port.

2. To select Plantronics as the telephone device, click the Presence strip at the top of the
window.

Choose Softphone as the Phone device.

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Chapter 6: Using Avaya Communicator with Plantronics Devices

3. Go to Menu > Settings and open the Devices tab.

4. Enable the Plantronics device beneath Recording devices. Leave the Playback devices
set to Default.

5. Logout and login to have Avaya Communicator make the changes operational.

All calls that are made or received to the local extension will be passed through the selected
Plantronics device.

62 Avaya Communicator for Web – IP Office™ Platform: Administering Guide March 2018
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 Call Controls

Call Controls
Call controls from the device itself are limited.

Placing a call can be done either through the Avaya Communicator dialer, or from the keypad of
the device.

From the device, the Hold, Mute and Hangup functions are supported. When present on the
device, the speakerphone option is also available and is controlled from the set.

Avaya Communicator for Web – IP Office™ Platform: Administering Guide March 2018 63
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Chapter 6: Using Avaya Communicator with Plantronics Devices

The keypad within Avaya Communicator also supports call transfer during the call.

While ringing Call answered

64 Avaya Communicator for Web – IP Office™ Platform: Administering Guide March 2018
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 Salesforce Classic Integration

Chapter 7: Installing the plug-in:

Salesforce Classic Interface

Salesforce Classic Integration

! Important:
Avaya Communicator provides support for both the Salesforce Classic view and
Important:

the Lightning user interface. This chapter is for users of the Salesforce Classic
interface. If you are using Salesforce Lightning, refer to chapter 8.
Avaya Communicator can be installed as a plug-in to the Salesforce CRM program. This
provides users with contact, presence, and call management functions directly within
Salesforce.

! CAUTION:
CAUTION: Salesforce and Avaya Communicator must both be installed and operating
correctly before proceeding.
Note:
By default, many web browsers block pop-ups automatically. Avaya
Note:

Communicator for Web, when used as a plug-in with Salesforce, requires

pop-ups to access advanced searches to identify incoming callers and access
records.
Ensure that pop-ups are permitted in your browser settings. Turn off any pop-up
blocking options on your computer.

Avaya Communicator for Web – IP Office™ Platform: Administering Guide March 2018 65
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Chapter 7: Installing the plug-in: Salesforce Classic Interface

Call Center Definition File

The following file will be imported into Salesforce to setup the integration. Use any text editor
(e.g. Notepad) to create the file. When ready, save it in the XML format.

Tip:
Tip: Copy this text and paste it into Notepad. Save the file normally in the TXT format.
Then, in Windows, rename the file, replacing the TXT extension with XML. For
example, rename FILENAME.TXT to FILENAME.XML.

<callCenter>
<section sortOrder="0" name="reqGeneralInfo" label="General Information">
<item sortOrder="0" name="reqInternalName" label="InternalName">iLinkCTI110</item>
<item sortOrder="1" name="reqDisplayName" label="Display Name">iLink Call Center Adapter v.11.0</item>
<item sortOrder="2" name="reqAdapterUrl" label="CTI Adapter URL">https://manage1.esna.com/sfcti/cti.bridge.v2.html</item>
<item sortOrder="3" name="reqUseApi" label="Use CTI API">true</item>
<item sortOrder="4" name="reqSoftphoneHeight" label="Softphone Height">500</item>
<item sortOrder="5" name="reqSoftphoneWidth" label="Softphone Width">250</item>
<item sortOrder="6" name="reqSalesforceCompatibilityMode" label="Salesforce Compatibility Mode">Classic_and_Lightning</item>
</section>
<section sortOrder="1" name="reqDialingOptions" label="Dialing Options">
<item sortOrder="0" name="reqOutsidePrefix" label="Outside Prefix"></item>
<item sortOrder="1" name="reqLongDistPrefix" label="Long Distance Prefix"></item>
<item sortOrder="2" name="reqInternationalPrefix" label="International Prefix"></item>
</section>
<section sortOrder="2" name="CallResults" label="Call Results">
<item sortOrder="0" name="Results" label="Result codes (comma separated list)"></item>
</section>
<section sortOrder="3" name="Matching" label="Phone matching options">
<item sortOrder="0" name="SearchTemplates" label="Search templates (comma separated list)"></item>
<item sortOrder="1" name="FormatTemplates" label="Format templates (comma separated list)"></item>
</section>
<section sortOrder="4" name="Experimental" label="Experimental options">
<item sortOrder="0" name="ActivitySubtype" label="Apply activity subtype"></item>
</section>
</callCenter>

66 Avaya Communicator for Web – IP Office™ Platform: Administering Guide March 2018
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 Open CTI Integration

Open CTI Integration

Note:
Avaya Communicator for Web, when used with Salesforce, requires pop-ups to
Note:

access advanced searches to identify incoming callers and access records. To

ensure complete functionality, enable pop-ups in your web browser.
Adding the Avaya Communicator for Web plug-in to Salesforce requires the server to be
configured for OpenCTI integration. This configuration is performed by the administrator before
the plug-in will work correctly for clients.
Follow these steps to ensure the proper integration of Salesforce with Avaya Communicator for
Web.

! Important:
OpenCTI integration with Avaya Communicator for Web is only possible with
Important:

Salesforce version 13+.

! Important:
The required Call Center adapter for Salesforce is only available with the
Important:

Enterprise edition and higher.

1. If you have not done so already, create the Call Center Definition XML File as outlined on
page 66.
2. Login to Salesforce Classic using an account with site administrator credentials.

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Chapter 7: Installing the plug-in: Salesforce Classic Interface

3. Go to the Setup page.

4. Go to App Setup > Customize > Call Center > Call Centers, and click Continue.

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 Open CTI Integration

5. In the All Call Centers window, click Import.

6. Click Choose File, and select the Call Center Definition file created in step 1.
With that file selected, click Import.

7. Returning to the All Call Centers window, choose the newly created Call Center and click
Edit.

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Chapter 7: Installing the plug-in: Salesforce Classic Interface

8. Click Manage Call Center Users to add clients to the new call center.

9. Click Add More Users.

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 Open CTI Integration

10. Add all of the required users to the list.

Once all of the users have been added, click Add to Call Center.

11. Integration is now complete.

Clients must go to the Chrome web store (https://chrome.google.com/webstore) to
download the Avaya Communicator for Web plug-in.
Once installed, they will have UC functionality available within Salesforce.

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Chapter 7: Installing the plug-in: Salesforce Classic Interface

Logging in to Avaya Communicator

Using the extension with Salesforce requires the user to login using only Salesforce credentials.

1. At the login window, choose Use Salesforce credentials.

2. A browser page will open to the Salesforce login screen.

Enter your Salesforce username and password in the spaces provided.

Click Log in to Salesforce.

If prompted to grant Avaya Communicator the necessary permissions, click Allow.

72 Avaya Communicator for Web – IP Office™ Platform: Administering Guide March 2018
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 Logging in to Avaya Communicator

Note:
An active Salesforce account is required to use this option.
Note:

3. Enter the server and user details.

4. Click Connect when ready.

5. The extension has been added to Salesforce and appears in the left-hand pane (classic
view).

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Chapter 7: Installing the plug-in: Salesforce Classic Interface

Using Salesforce
When using the Salesforce plug-in with Avaya Communicator, the interface works in the same
fashion as it does when installed into a browser with the following additional integrations.

Inbound and Outbound Calling

When Avaya Communicator places or receives telephone calls, the program performs several
functions within Salesforce to improve work flow. Instant access to contact records, and
automatically creating activity log entries improves the usability of the plug-in.

Configuring Call Behavior

When receiving a telephone call, Avaya Communicator will extract the caller ID, if present, and
pass this information to Salesforce. Settings made within Salesforce determine whether a
pop-up is seen, if the matching client record is opened automatically, or if nothing at all occurs.
This behavior can be changed by the administrator.

1. While logged into Salesforce using an administrator account, click Setup.

2. In the left-hand pane, go to Build > Customize > Call Center > Soft Phone Layouts.

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 Using Salesforce

3. Select a layout and click Edit.

4. Under the dropdown menu for Select Call Type, choose Inbound, Outbound, or Internal.

5. Edit the settings to change the behavior of the program during a call.
Please refer to the Salesforce documentation for more details on these options.

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Chapter 7: Installing the plug-in: Salesforce Classic Interface

On Inbound Calls
Upon receiving an call, Avaya Communicator will read the caller ID information, if present, and
will pass the details to Salesforce to handle according to the behaviors configured above.

For Outgoing Calls

When placing a call, Avaya Communicator does not open a contact record. When the number is
clicked within Salesforce, Avaya Communicator will use that information to locate the contact
record and add an activity report to the database with the call details.

Click-to-Dial
The Click-to-Dial feature is active within Salesforce. Any contact telephone numbers the plug-in
finds will have the click-to-dial icon placed beside them for quick and easy dialing.

76 Avaya Communicator for Web – IP Office™ Platform: Administering Guide March 2018
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 Using Salesforce

Calling from Chatter

From the Chatter tab within Salesforce, contacts that you are following are displayed. Moving
the mouse over a contact’s name pops-up the Hovercard. If a telephone number is present on
the Hovercard, the Click-to-Dial feature will be available for that number too. Click the program
icon to place the call.

Creating a Filter
Salesforce provides the ability to collect similar items together for easier processing.

Tip:
Tip: To find all of the calls received from unknown contacts, build a filter to do a first
name search looking for the“-” (hyphen) character, which Avaya Communicator
for Web adds as the default when receiving unidentifiable calls.

To create a filter:
1. Open Salesforce and go to the Contacts tab.

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Chapter 7: Installing the plug-in: Salesforce Classic Interface

2. Click Create New View.

3. Give the filter a name. Choose to search all contacts.

Set First Name equals the hyphen character - .

The remaining fields can be left at their default values.

4. Click Save.

78 Avaya Communicator for Web – IP Office™ Platform: Administering Guide March 2018
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 Using Salesforce

Run the filter when necessary to see a list of all calls received from contacts whose details could
not be matched with an entry in the database.

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Chapter 7: Installing the plug-in: Salesforce Classic Interface

80 Avaya Communicator for Web – IP Office™ Platform: Administering Guide March 2018
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 Salesforce Lightning Integration

Chapter 8: Installing the plug-in:

Salesforce Lightning Interface

Salesforce Lightning Integration

! Important:
Avaya Communicator provides support for both the Salesforce Classic view and
Important:

the Lightning user interface. This chapter is for users of the Salesforce Lightning
interface. If you are using Salesforce Classic, refer to chapter 7.
Avaya Communicator can be installed as a plug-in to the Salesforce CRM program. This
provides users with contact, presence, and call management functions directly within
Salesforce.

! CAUTION:
CAUTION: Salesforce and Avaya Communicator must both be installed and operating
correctly before proceeding.
Note:
By default, many web browsers block pop-ups automatically. Avaya
Note:

Communicator for Web, when used as a plug-in with Salesforce, requires

pop-ups to access advanced searches to identify incoming callers and access
records.
Ensure that pop-ups are permitted in your browser settings. Turn off any pop-up
blocking options on your computer.

Avaya Communicator for Web – IP Office™ Platform: Administering Guide March 2018 81
Comments on this document? [email protected]
Chapter 8: Installing the plug-in: Salesforce Lightning Interface

Call Center Definition File

The following file will be imported into Salesforce to setup the integration. Use any text editor
(e.g. Notepad) to create the file. When ready, save it in the XML format.

Tip:
Tip: Copy this text and paste it into Notepad. Save the file normally in the TXT format.
Then, in Windows, rename the file, replacing the TXT extension with XML. For
example, rename FILENAME.TXT to FILENAME.XML.

<callCenter>
<section sortOrder="0" name="reqGeneralInfo" label="General Information">
<item sortOrder="0" name="reqInternalName" label="InternalName">iLinkCTI110</item>
<item sortOrder="1" name="reqDisplayName" label="Display Name">iLink Call Center Adapter v.11.0</item>
<item sortOrder="2" name="reqAdapterUrl" label="CTI Adapter URL">https://manage1.esna.com/sfcti/cti.bridge.v2.html</item>
<item sortOrder="3" name="reqUseApi" label="Use CTI API">true</item>
<item sortOrder="4" name="reqSoftphoneHeight" label="Softphone Height">500</item>
<item sortOrder="5" name="reqSoftphoneWidth" label="Softphone Width">250</item>
<item sortOrder="6" name="reqSalesforceCompatibilityMode" label="Salesforce Compatibility Mode">Classic_and_Lightning</item>
</section>
<section sortOrder="1" name="reqDialingOptions" label="Dialing Options">
<item sortOrder="0" name="reqOutsidePrefix" label="Outside Prefix"></item>
<item sortOrder="1" name="reqLongDistPrefix" label="Long Distance Prefix"></item>
<item sortOrder="2" name="reqInternationalPrefix" label="International Prefix"></item>
</section>
<section sortOrder="2" name="CallResults" label="Call Results">
<item sortOrder="0" name="Results" label="Result codes (comma separated list)"></item>
</section>
<section sortOrder="3" name="Matching" label="Phone matching options">
<item sortOrder="0" name="SearchTemplates" label="Search templates (comma separated list)"></item>
<item sortOrder="1" name="FormatTemplates" label="Format templates (comma separated list)"></item>
</section>
<section sortOrder="4" name="Experimental" label="Experimental options">
<item sortOrder="0" name="ActivitySubtype" label="Apply activity subtype"></item>
</section>
</callCenter>

82 Avaya Communicator for Web – IP Office™ Platform: Administering Guide March 2018
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 Open CTI Integration

Open CTI Integration

Note:
Avaya Communicator for Web, when used with Salesforce, requires pop-ups to
Note:

access advanced searches to identify incoming callers and access records. To

ensure complete functionality, enable pop-ups in your web browser.
Adding the Avaya Communicator for Web plug-in to Salesforce requires the server to be
configured for OpenCTI integration. This configuration is performed by the administrator before
the plug-in will work correctly for clients.
Follow these steps to ensure the proper integration of Salesforce with Avaya Communicator for
Web.

! Important:
OpenCTI integration with Avaya Communicator for Web is only possible with
Important:

Salesforce version 13+.

! Important:
The required Call Center adapter for Salesforce is only available with the
Important:

Enterprise edition and higher.

1. If you have not done so already, create the Call Center Definition XML File as outlined on
page 82.
2. Login to Salesforce Lightning using an account with site administrator credentials.
3. Click the Setup icon, and choose Setup Home from the dropdown list.

Avaya Communicator for Web – IP Office™ Platform: Administering Guide March 2018 83
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Chapter 8: Installing the plug-in: Salesforce Lightning Interface

4. Go to Platform Tools > Feature Settings > Service > Call Center > Call Centers.
Click Import.

5. Click Choose File, and select the Call Center Definition file created in step 1.
With that file selected, click Import.

84 Avaya Communicator for Web – IP Office™ Platform: Administering Guide March 2018
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 Open CTI Integration

6. Returning to the All Call Centers window, click the newly created Call Center.

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Chapter 8: Installing the plug-in: Salesforce Lightning Interface

7. Click Manage Call Center Users to add clients to the new call center.

8. Click Add More Users.

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 Open CTI Integration

9. Add all of the required users to the list.

When finished, click Add to Call Center.

10. Integration is complete.

Clients must now go to the Chrome web store (https://chrome.google.com/webstore) to
download the Avaya Communicator for Web plug-in.
Once installed, they will have UC functionality available within Salesforce.

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Chapter 8: Installing the plug-in: Salesforce Lightning Interface

Logging in to Avaya Communicator

Using the extension with Salesforce requires the user to login using only Salesforce credentials.

1. At the login window, choose Salesforce.

2. A browser page will open to the Salesforce login screen.

Enter your Salesforce username and password in the spaces provided.

Click Log in to Salesforce.

If prompted to grant Avaya Communicator the necessary permissions, click Allow.

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 Logging in to Avaya Communicator

Note:
An active Salesforce account is required to use this option.
Note:

3. Enter the server and user details.

4. Click Connect when ready.

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Chapter 8: Installing the plug-in: Salesforce Lightning Interface

The extension has been added and the user has logged in to Salesforce. All phone numbers
displayed on screen have a Click-to-Dial icon beside them. Click to place a call to that contact.
A button in the bottom left corner of the window, when clicked, will open the Avaya
Communicator for Web plug-in.

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 Using Salesforce

Using Salesforce
When using the Salesforce plug-in with Avaya Communicator, the interface works in the same
fashion as it does when installed into a browser with the following additional integrations.

Inbound and Outbound Calling

When Avaya Communicator places or receives telephone calls, the program performs several
functions within Salesforce to improve work flow. Instant access to contact records, and
automatically creating activity log entries improves the usability of the plug-in.

Configuring Call Behavior

When receiving a telephone call, Avaya Communicator will extract the caller ID, if present, and
pass this information to Salesforce. Settings made within Salesforce determine whether a
pop-up is seen, if the matching client record is opened automatically, or if nothing at all occurs.
This behavior can be changed by the administrator.

1. Login to Salesforce Lightning using an account with site administrator credentials.

2. Click the Setup icon, and select Setup Home from the dropdown list.

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Chapter 8: Installing the plug-in: Salesforce Lightning Interface

3. Go to Platform Tools > Feature Settings > Service > Call Center > SoftPhone Layouts.

4. Select a layout and click Edit.

5. Under the dropdown menu for Select Call Type, choose Inbound, Outbound, or Internal.

6. Edit the settings to change the behavior of the program during a call.

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 Using Salesforce

Please refer to the Salesforce documentation for more details on these options.

On Inbound Calls
Upon receiving an call, Avaya Communicator will read the caller ID information, if present, and
will pass the details to Salesforce to process according to the behaviors configured above.

For Outgoing Calls

When placing a call, Avaya Communicator does not open a contact record. When the number is
clicked within Salesforce, Avaya Communicator will use that information to locate the contact
record and add an activity report to the database with the call details.

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Chapter 8: Installing the plug-in: Salesforce Lightning Interface

Click-to-Dial
The Click-to-Dial feature is active within Salesforce. Any contact telephone numbers the plug-in
finds will have the click-to-dial icon placed beside them for quick and easy dialing.

Click the icon or the number to place a telephone call to that contact using your currently
selected telephone device.

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 Using Salesforce

Calling from Chatter

From the Chatter tab within Salesforce, contacts that you are following are displayed. Moving
the mouse over a contact’s name pops-up the Hovercard. If a telephone number is present on
the Hovercard, the Click-to-Dial feature will be available for that number too. Click the program
icon to place the call.

Creating a Filter
Salesforce provides the ability to collect similar items together for easier processing.

Tip:
Tip: To find all of the calls received from unknown contacts, build a filter to do a first
name search looking for the“-” (hyphen) character, which Avaya Communicator
for Web adds as the default when receiving unidentifiable calls.

To create a filter:
1. Open Salesforce and go to the Contacts tab.

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Chapter 8: Installing the plug-in: Salesforce Lightning Interface

2. Under the List View Controls icon, select New.

3. On the New List View window, give the filter a name. Select which people can access this
filter. When ready, click Save.

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 Using Salesforce

4. Click Add Filter.

5. Choose Show me All Contacts.

Set the Field and Operator entries to specify where to search and the logic to apply. Enter
the string to search for in the Value field.
Click Done.

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Chapter 8: Installing the plug-in: Salesforce Lightning Interface

6. Click Save. The filter will be created, and then applied to the contact list.

Run the filter when necessary to see a list contacts specified. Click the current view name on
the Contacts tab and select a filter from those available.

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 Introduction

Chapter 9: Using Avaya Communicator for

Web With Office 365

Introduction
Once the Avaya Communicator for Web extension has been installed into the web browser, the
application can be accessed in 3 ways:
● Mail
● People
● Calendar
The Mail and People sections open the extension at the Actions page for the selected contact.
Calendar allows you to setup a meeting that will change your presence setting at the scheduled
time.

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Chapter 9: Using Avaya Communicator for Web With Office 365

Login with Office 365 Credentials

To extend the Avaya Communicator for Web functions into Office 365, the user must login to
Avaya Communicator for Web using Office 365 credentials. Logging in using Google credentials
will launch the application, but the Office 365 component will not be active.

1. Launch the program and at the login screen, choose Office 365 credentials.

2. Enter your Office 365 credentials at the prompt to login to Avaya Communicator for Web.

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 Mail

3. In the browser window, go to the and login to Office 365.

Mail
Avaya Communicator for Web can be accessed from the Mail panel of Office 365.
1. Open Office 365 and select Mail from the main menu.

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Chapter 9: Using Avaya Communicator for Web With Office 365

2. Click on an email message, then click the contact’s name or picture in the right-hand pane.
This opens the person’s contact card.

3. Click the Avaya Communicator for Web icon to open the application at that person's
Actions page.

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 People

People
Avaya Communicator for Web can be accessed from the People page of Office 365.
1. Open Office 365 and select People from the main menu.

2. Select a contact from the list on the left-hand side of the window.

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Chapter 9: Using Avaya Communicator for Web With Office 365

3. Click the Avaya Communicator for Web icon to open the application at that person's
Actions page.

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 Calendar

Calendar
Meetings where any number of contacts can attend can be scheduled through the Office 365
Calendar. A meeting created through the calendar will change your presence flag to
Unavailable at the scheduled time. It will also add a Presence label to your page that tells others
that you are in a meeting.

1. Open Office 365 and select Calendar from the main menu.

2. Locate the time for the meeting to start, then right-click on that space in the calendar.
Select New.

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Chapter 9: Using Avaya Communicator for Web With Office 365

3. Give the meeting a name, and configure all other scheduling and descriptive options
accordingly. Under Attendees, add the email addresses for all contacts who should attend
the meeting.

4. When all of the meeting parameters have been configured, click Save.
5. When the meeting is scheduled to begin, Avaya Communicator for Web will automatically
change your presence to unavailable, and a presence label will be applied that contains
the name of the event.

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 Click-to-Dial

Click-to-Dial
On web pages that contain telephone numbers, Avaya Communicator for Web will identify them
and place a click-to-dial icon beside each one. This includes pages within Office 365.

Click the icon to place a call to that number through Avaya Communicator for Web.

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Chapter 9: Using Avaya Communicator for Web With Office 365

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 Introduction

Chapter 10: Using Avaya Communicator

with Skype for Business

Introduction
Once the Avaya Communicator for Web Extension has been installed into the web browser, you
can connect to an existing Skype for Business account.

Pre-requisites
You must have a Skype for Business account already setup and working.
This can be either through the web service, or an on-premise Skype server.

Logging In
To use Skype for Business, you need to login to Avaya Communicator for Web and specify that
the IM/Presence Server to use is Skype.

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Chapter 10: Using Avaya Communicator with Skype for Business

At the login screen, select one of the Skype options from the IM/Presence provider field.
Choose either Skype Online if you are using the web based platform, or Skype On-prem is you
have a Skype server on-site.

Enter your Jabber username and password, then click Connect.

You will be prompted to login using your Skype/Microsoft credentials. Enter your details and
click Sign in.
When Avaya Communicator for Web launches, it will read your contacts from Skype for
Business so you have easy access to them at all times.

Limitations
Not all Skype functions are supported when using Avaya Communicator for Web. The following
Skype features are available in Avaya Communicator for Web.

● All calls are placed through Avaya Communicator for Web.

● Skype directory search.
● Presence - monitoring & changing.
● Peer-to-peer chat.

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 Limitations

● Group chat.

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Chapter 10: Using Avaya Communicator with Skype for Business

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Chapter 11: Remote Connections via STUN/
TURN

Introduction
The standard configuration for Avaya Communicator for Web requires that all devices that will
connect through it are on the same network as the Avaya IP Office server. Devices, such as
laptops while off-site, will not be able to access the IP Office server without some other
considerations.
One solution for corporate administrators is to setup the site to use STUN or TURN. These
options for IP Office allow Avaya Communicator for Web enabled devices to connect to the IP
Office servers from outside of the corporate network. An Avaya Session Border Controller
(SBC) must be setup and configured to use STUN/TURN.
For sites that are already using STUN/TURN, this chapter provides the steps required to setup
Avaya Communicator for Web accordingly.
For sites that do not use STUN or TURN, this chapter can be skipped.

● STUN - Session Traversal Utilities for NAT.

● TURN - Traversal Using Relay NAT.

Configuration

OnEsna
Your company’s settings, configured through OnEsna, control the destination IP Address for
connections made through Avaya Communicator for Web to the IP Office server. Modify the
settings to include the IP Address and port details of the SBC.

1. Open a web browser and go to www.onesna.com. Login using a corporate administrator

account.

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Chapter 11: Remote Connections via STUN/TURN

2. Go to Manage Companies. If this option is not visible, make the browser full screen, or
click the menu icon and select it from the dropdown menu.

3. Click Edit beside your company.

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 Configuration

4. Open the Apps tab and select Avaya Communicator for Web.

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Chapter 11: Remote Connections via STUN/TURN

5. Under Settings, add the following 8 lines to the code just above the closing brace }.

Add a comma to this line

Insert lines above this brace

Before

After

"STUNHost": "enter the IP address or the FQDN of STUN server",

"STUNPort": "this is the port of STUN server",

"TURNHost": "enter the IP address or the FQDN of TURN server",

"TURNPort": "this is the port of TURN server",
"TURNUser": "put the Username for TURN here",
"TURNPswd": "put the password for TURN here"

! Important:
These entries are case sensitive. Include all punctuation as it appears. Replace
Important:

the colored, italicized text with your corporate appropriate values. Each line must
end with a comma, except for the last line which does not. Be sure to add a
comma to the previous last line.

Tip:
Tip: Copy and paste the text lines above into the field within the browser window, and
then make the necessary changes.

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 Configuration

6. Click Save when finished.

Finding the Values

1. If any of the required values are not known, login to the Avaya IP Office Application
Server, on the IP Office Web Manager.

2. Select Applications > WebRTC Configuration.

Note:
If WebRTC Configuration does not appear on the dropdown menu, reboot the
Note:

application server.

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Chapter 11: Remote Connections via STUN/TURN

3. Go to the Media Gateway Settings tab.

STUN

TURN

The necessary values can be found here.

Verification
Once the configuration has been completed, test the setup by attempting to connect to the
system from outside of the company network.
If Avaya Communicator for Web can login to the server and provide all of its functions, then the
setup was successful.
If the connection is not successful, retrace your steps to see where the error occurred.

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Chapter 12: User Guide

Chapter 12: User Guide

Introduction
Note:
By default, many web browsers block pop-ups automatically. Avaya
Note:

Communicator for Web, when used as a plug-in with Salesforce, requires

pop-ups to access advanced searches to identify incoming callers and access
records.
When installed with Internet Explorer, Avaya Communicator for Web requires
pop-ups to fully integrate with Google Hangouts.
If either of these situations applies to you, ensure that pop-ups are permitted in
your browser settings. Turn off any pop-up blocking options on your computer.

Tip:
Tip: Avaya Communicator for Web also works on Google’s Chromebooks.

The Main Screen

The Main Screen is the starting point for all interactions within Avaya Communicator for Web.
Clicking on an area of the window will open up additional possibilities.

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 The Main Screen

Click on a part of the image, or select an item from the following list.
● Search the contact list
● Presence Management
● Favorites
● Groups
● Menu Options
From any location within the program, clicking on the icon will return you to the main page.
Many pages include a Previous icon that will return you to the previously viewed page.

Note:
The Main Screen displays all of the contacts that you are currently subscribed to
Note:

as Favorites. These are your most frequently used contacts. All other people in
the database are available through the Search bar.

Incoming Notification
Whenever a message or telephone call has been received, a red light will flash in the menu bar
to alert the user.

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Chapter 12: User Guide

Searching for Contacts

The search bar appears throughout the application just below the presence bar. Use this field to
look through the contact database to find the person you want to connect with. The results of a
search will displace the current screen.
To search your personal contacts list, the company directory, and your Google contacts, type
the mailbox number, extension, email address, or the contact’s first or last name into the Search
or dial field.

A search for john will find:

● John Carter
● Brian Johnson
● [email protected].

All contacts that match the entered parameters are displayed. Click on a contact to view their
details.
Click to clear the search parameters and return to the previous page.

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 Searching for Contacts

Call the Contact

Click the Call icon to place a telephone call to the contact. A list of numbers to call will be
displayed.
Click the appropriate number to place the call using your default device.

Contact Options
Click on the button beside a contact to view more options.
● Use Clear History to remove all archived entries for this contact. These include
records of chat sessions, timeline entries, and telephone conversations. The contact will
remain on your Favorites list.
● The Groups icon allows you to add this contact to an existing collection. Refer to the
section on Groups for more information.

Contacts that do not appear in your Favorites list can be subscribed to.
● Click Subscribe to add this contact to your Favorites list.
● If this contact is already in the Favorites list, click Remove to delete their entry. The
contact is not removed from the contact database. It is only removed from your Favorites
list or any groups.

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Chapter 12: User Guide

Presence Management
The bar across the top throughout the application allows you to
modify your current availability and default telephone device. Share
with everyone in your contacts list your location and whether or not
you are free. The Presence Label can be used to provide additional
details to others (i.e. "In a Meeting").
Click in the presence bar at the top of any page.

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 Presence Management

Presence
From this pane, you can set your availability and enter a location.
Presence label: In the space provided, enter the text that you want to appear beside your
availability icon in the presence bar. This value will be seen by other contacts using the
extension.

Available: Enabled by default, click this icon to show other users that you are able to take
calls and join chat sessions.
Away: Select this option to show that you are away from your desk or on the phone.
Unavailable: Enable this option to show others that you are not to be disturbed at the
moment, and that they should try again later.

! CAUTION:
CAUTION: These settings affect the display of your status bar only. No additional call routing
is provided.

Only one of these options can be enabled at one time.

Phone device
Use this field to set your current telephone device from the list of those available. Incoming and
outgoing calls will be made through the selected device.
Note:
These devices are configured by the administrator on the system hardware. All
Note:

options may not be available at all sites.

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Chapter 12: User Guide

Favorites
This screen is the starting point for all interactions within the
application. It shows all of your subscribed contacts. Contacts that are
not shown in the Favorites list are still available through the Search
field. Click here for more information on subscribing to contacts.
Each contact record contains 3 tabs. Click on the appropriate portion
of the window to open that tab.
Call

Messages Actions

Click for further details on the tabs:

● Messages
● Call
● Actions

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 Favorites

Messages

Timeline

Outgoing Chat

The Messages tab contains the Timeline events related to the contact, and the text Chat
window.

Timeline
The Timeline is the accumulation of all notices configured for contacts within the application.
Only notices that apply to the selected contact are shown here.
A time stamp appears above the event.
Click here for more information on configuring Timeline options.

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Chapter 12: User Guide

Chat
To send a text chat message to the contact, type the message into the space provided at the
bottom of the screen and click Send.
All messages in the conversation appear in the window above the text entry box, with the most
recent messages appearing at the bottom and scrolling up as new messages are received.

Your outgoing messages appear with your profile picture on the right.
Incoming messages show the contact’s picture to the left.

- Your messages
(outgoing)

Contact messages -
(incoming)

Type new messages here

If the contact has enabled Incoming chat notifications under Settings, they will see a flag on the
extension icon in the browser address bar, and a light will flash within the extension to alert the
user of the incoming message.

Tip:
Tip: Chat messages cannot be sent to contacts that are currently offline.

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 Favorites

Call

The Call tab is where you place telephone calls to the contact.
On the Call tab, all telephone numbers and extensions associated with the person are
displayed. Click on one to place the call. Your current default telephone device will ring and you
will be connected to the contact at the chosen number.
Note:
You do not need to enter any additional digits to reach an outside line (where
Note:

applicable) as this has already been configured through the PBX.

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Chapter 12: User Guide

Actions

Use the Actions tab to interact with the contact in other ways. Not all options are available for all
contacts. Some of these options require additional licensing, so contact your administrator for
details.

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 Favorites

Scopia / Hangout
Launch an Avaya Scopia meeting or a Google Hangout from the Actions tab. If there is a chat
session currently in-progress, it will continue during the event.
Avaya’s Scopia and Google’s Hangouts are applications that can be used to setup larger
meetings, and can include desktop and program sharing, whiteboards, and audio / video
conferencing. Both applications are launched within a browser, but they may require some
additional licensing, extensions or plug-ins to be installed.
Note:
The Esna iLink for Avaya Scopia Desktop application must also be installed if
Note:

Scopia meeting support is required.

1. Select Scopia or Hangout .

Note:
Where appropriate, the necessary licenses for each program must be purchased
Note:

separately.
2. For the person who started the Scopia event or Google Hangout, Avaya Communicator
will automatically launch the chosen application to host the meeting.

● For Scopia :

If the meeting was started from a Group, a list of the group members will be shown.
From here, add more people to the event, or remove some that are not required. Click
OK.
For a single contact, or if the group selection shown above is complete, the iLink for
Avaya Scopia Desktop Instant Meeting window appears. The selected contact or
group is already included as an attendee. You have the option to add a password to
provide secure access to the meeting if desired.
Click Create meeting now to launch the Scopia meeting in a browser and send each

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Chapter 12: User Guide

attendee an invitation through both their chat window and email. The invitation
includes a link to join the meeting.

Launch Scopia meeting

Send link to contact

● For Google Hangouts :

Google Hangouts will launch in the browser window. Click Join to start the meeting.
The contact will receive an invitation in the chat window of Avaya Communicator. The
invitation includes a link to join the meeting.

Launch Google Hangout

Send link to contact

Tip:
Tip: Refer to the Scopia or Hangout documentation for details on available features for
these applications.

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 Favorites

Share location
Select this item to send a Google Maps image through Chat that shows your location.

Click I’m at above the map to open Google Maps in a browser with a larger version of the map
displayed.

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Chapter 12: User Guide

Share document
Use this option to share a document with the contact. The document must be stored on Google
Drive, already shared with the contact, and you must have it open before it will appear in the list
to share.
Once shared, the contact will receive a link in their chat window that will take them to the
document.
Click the document to send a link to the contact.

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 Favorites

Share web page

The Share web page item will display a list of all pages open in the browser. Click on the desired
page to send the contact a link to that site in the chat window.

Clear history
This item will remove all stored entries for this contact. These include records of chat sessions,
timeline entries, and telephone conversations. The contact will remain on the Favorites list or in
a group if assigned to one.

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Chapter 12: User Guide

Groups
Groups are collections of related contacts that are created by the user as required. The Groups
button allows you to assign the contact to an existing collection. Groups are managed through
the Groups tab here.
Enable the group(s) you want the contact to belong to. Only contacts you have subscribed to
can be added to a group. The Favorites group is embedded in the application and cannot be
deleted. Adding a contact to another group will remove that contact from Favorites, but the
person can be added to Favorites again if desired.

Subscribe/Remove
Click this icon to add a contact (Subscribe) to your Favorites group.
If they have previously been subscribed to, click Remove to delete them from your list.
The contact’s details will remain in the database, but they will no longer appear in the extension
except through a search. A contact can be subscribed to again when required.

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 Groups

Groups

Large lists of contacts can make it difficult to find the one you are looking for. Organize contacts
into logical Groups to make finding them easier.
From the Groups tab you can create, delete and rename groups, as well as control the
membership of each.
The Favorites group is created automatically by the application and cannot be deleted.

Add group

Select Add group to create a new collection of contacts.

Give the group a name, then click OK to create the group.
Once a group has been created, you can add contacts through the Manage group members
option within the group.

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Chapter 12: User Guide

Members

Click on any group to view the list of contacts within.

Selecting a contact will open their details page where you can view their timeline or begin a chat
session. You can also place a call through your default device by clicking the telephone icon.

Edit Group

Use the Edit Group icon to change the name of the group, or to remove it from the
application.
● Enter a new Group name and click OK to confirm the change.
● Click Delete this group to permanently remove the collection from the program. Click OK to
confirm this action. All members of the collection will continue to appear in other groups,
and are not removed from the database. Any group members that are not members of
other groups will be removed from your subscription list but not from the database.

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 Groups

Manage Group Members

Click the Manage members button to see all contacts who have been placed into this group.
● Add new members to the group using the Search people field. When a contact has been
located, click the Add icon to the right of the person’s name to add them to the group.

Tip:
Tip: A search will also find any matches in the current group. Since those contacts are
already in the group, the delete button will appear instead of the add button.

● Click the trash can to the right of the contact’s name to remove them from the group. All
members of the collection will continue to appear in other groups, and are not removed
from the database.

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Chapter 12: User Guide

Actions

Under the Group Actions tab you can connect with all members of the chosen group through the
selected channel.

● Scopia will open a browser window and launch a Scopia meeting. All members of the
group are automatically included, but you can add and remove participants before starting
the session.
When ready, click OK to send email invitations to each listed contact.

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 Groups

● Selecting the option for Hangout will open a browser window and create a Google
Hangout. All members of the group are automatically included, but you can add and
remove participants before starting the session.
When ready, click OK to send a text chat message with a link to the room to each listed
contact.

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Chapter 12: User Guide

Menu
The Menu button at the top of the screen provides instant access to your chat and telephone
archives. It also give access to program configuration items so you can customize your
experience.

Settings
Use the options under Settings to configure the program to work the way that you do. Specify
your default telephone device, and which audio and video hardware to route traffic through
when using a softphone.

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 Menu

Devices
The Devices tab is where the various hardware devices are chosen.
Enable one option from each listed category to configure your user
experience.
Note:
Hardware devices must be installed and connected to the
Note:

computer or they will not appear in the list.

These settings are applied to a softphone when configured by the

administrator. When you are using a desktop telephone or a Jabra
handset, these settings do not apply.

Softphone
Hardware
telephone

- Playback devices
Select which set of speakers to use when listening to
telephone and video conversations (i.e. desktop speakers
or headphones).
- Recording devices
Recording devices allows you to pick the microphone to
use when on a call (i.e. headset mic or built-in to a webcam).
- Capture devices
This options shows the webcams currently connected to the computer. The chosen
device will be used for all video functions.
- Device control packages
If additional telephone hardware is available, specify here which set of controls you
want to use to place and receive telephone calls.
l Jabra / Plantronics is used if you have the appropriate telephone hardware
attached to your device.
l None is the default setting used when there is no additional hardware attached.

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Chapter 12: User Guide

Options
Configure your Options to have the application work the way you do.
Each item on this list toggles on / off.
All of these settings are optional. Although none are required, some
are enabled by default.
- Calls
This section of Settings allows you to configure how the
program handles incoming and outgoing telephone calls
and alerts.
l Autoanswer when available, on incoming calls, will
cause your default telephone device answer the call, if
possible, after several seconds if you are Available.
On a desktop telephone, if the handset is still on the
hook, the call will be answered by the speakerphone.
l When this option is enabled, Start video automatically
will use your local capture device to transmit a video
signal with the call. If they also have video enabled,
the call will be connected as a video call.
l Enable the E.164 dialing option to have telephone
calls formatted using this international system.
- Dialing rules
Use these settings to configure telephone access from
your location. These values can be changed by the user
as required.
l The Outside line access code is the prefix applied to
all outbound telephone calls to route the call out of the
corporate network. The default code is 9.
l The Long distance prefix value is added to all numbers
to which long distance charges may apply. The default
value is 1.
l An International prefix is attached to any number that
is being routed to another country, and is usually
followed by the country code. The default value is 011.
- Phone recognition
These settings control any additional numbers that are added to a dialed number.
l The administrator will configure the values for Area code and Country code on the
server, and those values will be displayed here. Change these settings if you are
out of the office and require different local dialing rules at your location.

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 Menu

l Always show all matches changes the manner in which search results are
displayed. When enabled, the program will show all matches to a search, with
multiple versions of the phone number parsed using the local dialing rules (e.g.
enter 7079700, results are +1(905)707-9700 or 90 5 707 9700). When disabled,
the phone number will not be parsed and will be shown and dialed as entered (e.g.
7079700).
- Integration
Integration controls how Avaya Communicator interacts with your other applications.
l Enable Google calendar to allow Avaya Communicator to update your presence
using the entries in your calendar. For example, if a meeting is scheduled in
Google Calendar, your presence in Avaya Communicator will be changed
automatically to Away, Meeting at the correct time to reflect your status.
l When the Google Hangouts box is enabled, the presence bar will be updated
whenever you join a Hangout.
l Embed to all opened pages will add the Avaya Communicator slider to the browser
window to make accessing the extension much easier. Reboot the browser after
setting this option to complete the change.

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Chapter 12: User Guide

- Tutorials
l Turn on Show all tutorials to enable the in-program learning pop-ups that will help
guide you through the application.

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 Menu

Alerts
This menu allows you to define how and when the program provides
notifications regarding your contacts.
- Sounds
This section covers how the application alerts you to
changes. Choose whether or not the application will play a
sound when an alert is generated.
l Enable Use sounds to play a sound effect when a
notifiable event occurs. If this item is turned off, only
on-screen prompts will be used for notifications.
l Silent if unavailable will mute all sound effects
configured for alerts if your presence is set to
Unavailable. This prevents your meetings from being
disturbed.
- Notifications
Specify when the application alerts you to changes with
your contacts. Whenever a contact’s status changes, an
entry will appear in the timeline for the contact, and a
pop-up alert in the Windows desktop will be generated.

A notification may be generated with any:

l Online status change - the contact logs into or logs off
from Avaya Communicator.
l Availability change - an online contact becomes
available / unavailable / away.
l Incoming chat - generates an alert whenever someone else wants to start a text
chat session with you.
l Active call - an alert is generated when the contact starts and ends a telephone
call.

Notifications in Windows Desktop

- Timeline options
The Timeline options create alerts for the contact within that contact’s timeline for the
selected events.
l Online status change - the contact logs into or logs off from Avaya Communicator.

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Chapter 12: User Guide

l Presence change - an online contact becomes available / unavailable / away.

l Calls - an timeline entry is generated when the contact starts and ends a telephone
call.

Contact Timeline

Logout
This item will terminate all functions and disconnect you from the
program. You will be returned to the login screen.
Click Connect to log back in to the program.
Use Change account to login using different credentials.

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 Menu

Conversations

Conversations provides an archive of any text chat sessions you have had. A new chat session
can be launched from here as well.

Active
Displays all currently active chat sessions.

Recent
Recent text chat sessions are stored here.
Click on any Active or Recent session to reconnect with that person.

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Chapter 12: User Guide

Start Conversation

The Start conversation button is used to create a new chat session. You will be asked to select
the contact to invite.
Click OK to start the chat session. The invitee will receive a notification through Avaya
Communicator chat that they are requested to attend.
Note:
The search function will only find contacts that you are subscribed to.
Note:

Unsubscribed contacts cannot receive chat requests.

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 Menu

Collaboration
A document that is stored on Google Drive, and that is shared with other people, can be used to
start a meeting.
The document must be open in your browser (e.g. in Google Docs), not viewed directly from the
drive, before it will appear under the Collaboration tab.
Click the document to invite everyone that it was shared with to a Scopia meeting or a Google
Hangout. Click on one of the Collaboration Actions options to start the selected event with all
contacts who had the document shared receiving an invitation through Avaya Communicator
(for Chat and Google Hangouts), or through an email (for Scopia).

Note:
You must be subscribed to a contact for them to receive an invitation. Contacts
Note:

that you have not subscribed to will not receive the invitation even if they are on
the document’s shared list.

Phone
The Phone tab contains the history of your Active and Recent telephone calls. The Dialpad
allows you to manually dial a call from the computer.

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Chapter 12: User Guide

Active Calls

Displays all ongoing (Active) telephone conversations. Click on a call to view the Call Controls.

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 Menu

Recent Calls

The specifics for Recent telephone calls are kept here. The details of the call are shown.
Other contact numbers
Contact name
(and # of calls)
Call duration
Contact number or
or extension Call not answered

Date and time of call

Answered/Not Answered

Click on any Recent entry to reconnect with that person. Click the contact to place a call back to
the listed number, or click the arrow to choose the number to call for that contact.

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Chapter 12: User Guide

Dialpad

Use the Dialpad to place a new telephone call to any number or extension.
Use the mouse to click the keys, or enter the numbers through the computer keyboard. When
ready, click Dial to place the call through the current default telephone device.
You can also enter a number or a person’s name into the search field to find the contact, then
click dial to place the call automatically. If multiple matches are found, an icon showing the
number of matches appears. Click the icon, and when you select the contact you want to reach,
the call will be placed immediately.

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 Call Controls

Call Controls
Call Controls are available whenever a call is made through the Avaya Communicator dialer,
from the keypad of the device, and for all incoming calls received through Avaya Communicator.

From the telephone, the Hold, Mute and Hangup functions are supported. When present on the
device, the Speakerphone is also available and is controlled from the set.
The keypad within Avaya Communicator also supports call transfer during the call.

While ringing Softphone answered Desk phone answered

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Chapter 12: User Guide

- Put on hold will pause the call, muting the microphone and allowing another call to be
placed.
- When Transfer is selected, the current call is put on hold. Place a second call to another
contact.
When the second number called begins to ring, click Complete transfer to send the call to that
number.

Complete Transfer
while second call is ringing.

First call answered

- Mute audio will stop the outgoing audio stream until this item is pressed again. This
prevents local conversations from being broadcast to the listener.
- Click Dialpad to bring up a number pad which will allow you to enter additional keystrokes
for the call. If you need to enter a security code or a mailbox number, use this keypad.
- When sending a call to another number, click Complete Transfer to forward the call once
the second number starts to ring.
- Use Cancel Transfer to terminate a call to a new contact before they answer.

- Click Hangup to end the call.

You can navigate away from the Call window without interrupting the call.

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 Click-to-Dial

Click-to-Dial
On web pages that contain telephone numbers, Avaya Avaya Communicator will identify them
and place a click-to-dial icon beside each one.

Click the icon to place a call to that number through Avaya Communicator.

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Chapter 13: How to Guide

Chapter 13: How to Guide

Introduction
This chapter shows how to use some common features of Avaya Communicator.

Included are:
Placing a call
Transferring a call
Working with Messages
Convert Chat Sessions into Scopia Events and Hangouts
Video Calling

Placing a call
A telephone call to a contact from Avaya Communicator can be started from several locations
within the program.

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 Placing a call

Main Page
1. On the Main Page, locate a contact to place a telephone call to.
2. Click the telephone icon next to the person’s name.

3. From the list of possible telephone numbers and extensions displayed, choose one to
place a call to the contact.

4. Your currently selected telephone device will be connected (through the speaker or
headset) and the program will dial the chosen number to make the connection.
Note:
It is not necessary to add any digits to reach an outside line. The system will add
Note:

the appropriate codes where required.

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Chapter 13: How to Guide

Phone Page
1. From the main window, go to Menu > Phone.

2. Optional: Your currently selected device is displayed at the top of the window. If
necessary, click on this space and select a different device from those listed.

Note:
The devices available to an account are setup by the system administrator.
Note:

3. In the space provided, enter the extension, telephone number, or the name of the person
to call, or use the number pad.

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 Placing a call

4. A selection icon appears to the left of the number entered showing how many matches
were found. Click the icon to display the list, then click on a number to place the call.

- Parsed by the system

- Dialed as internal extension

- Dialed as is through an outside line

● The first number has been formatted by the system according to built in dialing rules. It
may add +1 for a long distance number, and identify the area code. Any additional
codes required to place the call using an outside line will also be added to the number
automatically.
● The second option will dial the number as entered. As an extension, the system will
not add any additional codes to use an outside line. The number is assumed to reside
within the company telephone network.
● The last item dials the number as entered, but will attach any additional codes required
to access an outside line. This number is not a part of the company telephone network.

5. Click the Dial button to place the call. Your currently selected telephone device will be
connected (through the speaker or headset) and the program will dial the chosen number
to make the connection.
Note:
It is not necessary to add any digits to reach an outside line. The system will add
Note:

the appropriate codes where required, although they will not be displayed.

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Chapter 13: How to Guide

Contact Page
1. While viewing a contact’s details, click the Call tab to see the list of numbers associated
with that person. Click one to place a call to that number.

[ ]
2. Your currently selected telephone device will be connected through the speaker or
headset and the program will dial the chosen number to make the connection.
Note:
It is not necessary to add any digits to reach an outside line. The system will add
Note:

the appropriate codes where required.

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 Placing a call

Transferring a call

Any currently active call can be sent to another number using the Call Control features of Avaya
Communicator.
Call Controls appear in the window during a telephone call.
1. To send the call to another number, during the call click Transfer .
2. The current call will be placed on hold and you will be prompted to select another contact
or enter a number to pass the call to. Search for the contact, select one from the Favorites
page, or enter the number / extension on the dialpad.
3. Once the second call starts to ring, click Complete Transfer to send the call to the new
number.

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Chapter 13: How to Guide

Working with Messages

Messages provides text chat support directly from within the program.
1. To start a chat session with a contact, locate the contact on the main page.

Click on the contact to open the details page.

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 Working with Messages

2. On the Messages tab, enter a text message in the space provided at the bottom of the
window. Hit Send to transmit the message to the contact.

The message will appear in the top part of the window, tagged with your picture (to the
right) and the time the message was sent. The responses from the other person are also
displayed with their picture (on the left) and the time of the reply.

- Your messages
(outgoing)

Contact messages -
(incoming)

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Chapter 13: How to Guide

Convert Chat Sessions into Scopia Events and Hangouts

A chat session can be escalated into a Scopia meeting or a Google Hangout. The chat session
will continue during the event.

1. While in a chat session, open the Actions tab. Select either Scopia or Hangout to
launch the appropriate app.

Note:
Where appropriate, the necessary licenses for each program must be purchased
Note:

separately.

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 Working with Messages

2. For the person who initiated the move to Scopia or a Hangout, the program will
automatically launch the appropriate application to host the meeting.

All other participants will see a link to the event in the chat window. If a password / PIN is
required to access the meeting, it will also be included in the link.

Link to join

Password

Everyone currently in the meeting will also receive an email invitation which includes links
to the event site and any security details.

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Chapter 13: How to Guide

Video Calling
Creating a video call is automatic if it has been configured.

1. Go to Menu > Settings > Devices, and specify the Capture (camera) device to use when
video calling.

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 Working with Messages

2. Go to Menu > Settings > Options, and enable Start video automatically.

Whenever a call is placed or received, and the other person also has video available and
configured, then you will both be automatically connected as a video call.

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Chapter 13: How to Guide

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 Description

Appendix A: Authentication Flow

Description
IP Office Release 10+ must support Esna Technologies’ security tokens when authenticating IP
Office clients using Avaya Communicator for Web.
A Unique Identity for each user is enabled by Esna Technologies and Avaya IP Office for voice,
video and other forms of collaboration. The identity takes the form of an email ID assigned by
the domain administrator, and configured through IP Office under the user section.
This identity is used with Esna Client integrations, and the Gmail / VMPro integration feature in
IP Office Release 10+.

Call Flow
The Avaya Communicator for Web - IP Office client will exchange a token with the Esna
Authentication server, then pass the token to the one-X portal to launch the OpenAPI login,
XMPP, and WebRTC sessions.
The one-X portal will validate the token with the Esna servers to obtain the unique ID associated
with that client. one-X will then query IP Office for the user’s password and return the required
details for the Client to use with subsequent calls to set up the telephony, IM, and presence
sessions.

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Appendix B: Revision History

Date Issue Change Summary

17 June, 2015 1.0 ● Initial Release

● Added support for Internet Explorer
29 June, 2015 1.0.1 ● Added support for Office 365 integration
● Changed the required ports to be opened
● Expanded installation instructions
17 July, 2015 1.0.2 regarding certificates and creating users.
● Modified the legal page.
● Added note regarding Chrome 45 requiring
24 Sept, 2015 1.0.3
IP Office 9.1.4.
● Added several steps to the certificate
installation procedure.
8 Oct., 2015 1.0.4
● Included note regarding support for
Chromebooks.
● Added note to ports regarding Avaya IP
4 Jan., 2016 1.0.5
Office WebRTC Phone Service and UDP.
● Added a chapter on remote connections
5 May, 2016 1.0.6
using STUN/TURN.
● Updated the login pages to reflect
additions of ACW credentials.
15 June, 2016 1.0.7
● Updated the OnEsna account pages with
new login procedures.
11 Aug., 2016 1.0.8 ● Added appendix B, Authentication flow.
16 Aug., 2016 1.0.9 ● Removed invalid links from appendix B.
● Split common doc into User and Admin
18 Aug., 2016 1.0.10
guides. GA Released.
● Changed product name to Avaya
14 Oct., 2016 1.0.11 Communicator for Web - IP Office
Platform.

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Appendix B: Revision History

Date Issue Change Summary

● New chapter for Salesforce Lightning

20 Jan., 2017 1.0.16
incorporated.
● Added section and notes for Skype for
30 Oct., 2017 1.0.17
Business support.
● Removed warnings about video calling
27 Mar., 2018 1.0.18 through Windows Terminal Services not
being supported.

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 Glossary
E
E.164 - The E.164 standard defines a numbering plan telephones world-wide, describing the general
format to be used for international telephone number dialing.

Esna iLink for Avaya Scopia Desktop - This is a third-party extension that allows Avaya Communi-
cator for Web to launch a Scopia meeting directly within the browser window. Invitations to attend
and links to join the meeting will be automatically sent to all selected contacts.

F
FQDN - A Fully Qualified Domain Name is a specific location in the tree hierarchy of the Domain
Name System (DNS), providing a complete, unambiguous path to that location.

H
Hovercard - In an application, a Hovercard often appears when the mouse pointer lingers above a
contact’s name. The card typically shows the contact’s picture, telephone number, email and other
details determined by the program.

I
IM - Internet Messaging commonly refers to text chat communication between connected parties. It
does not include voice or video communications.

O
Open CTI - Open CTI provides CTI integration with various applications through third-party plug-ins.
Computer Telephony Integration combines data with voice systems in order to enhance telephone
services. For example, automatic number identification (ANI) allows a caller’s records to be re-
trieved from the database while the call is forwarded to the appropriate party. An outbound exam-
ple would be automatic telephone dialing from an address list.

P
Presence - Within Avaya Communicator for Web, Presence refers to your current location, availabil-
ity and telephone extension. These options can be modified manually, or updated automatically
by a calendar application (i.e. Google Calendar).

S
Slider - A Slider is a small tab that sticks out from the lower right-hand-side of a browser window and
is linked to a specific application. Clicking on the slider will launch the extension/add-on associated
with it.

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 Softphone - A softphone a computer program for placing and receiving telephone calls through a
computer. It uses the computer’s microphone, speaker and video capabilities to establish a con-
nection to your contacts through the Internet.

STUN - Short for Session Traversal Utilities for NAT, this is an Avaya IPO option that is used to allow
connections from outside of the current network to reach the server. 113

T
TURN - Short for Traversal Using Relay NAT, this is an Avaya IPO option that is used to allow con-
nections from outside of the current network to reach the server. 113

V
VoIP - Voice over Internet Protocol allows computers with Internet access to transmit and receive
voice and video data over their connection. These calls are not subject to telephone fees or long
distance charges as they make use of the existing Internet connection.
VPN - A Virtual Private Network extends a corporate/private network to the Internet. It allows remote
computers to access a company network as through they were directly connected.

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 Index
A J
Actions tab 130, 131 Jabra 143
Active 149
Always show all matches 145 L
Area code 144 Legal Notice 2
Autoanswer when available 144 Logout 148
Available 125
Away 125 M
Menu 142
C Messages 127
Call Controls 155
Call tab 129 N
Capture devices 143 Notifications 147
Change account 148
Chat 128, 149, 151 O
Chrome 65, 81, 120 OnEsna 113
Clear history 135 Options 144
Click-to-Dial 157
Collaboration 151 P
Connect 148 Phone recognition 144
Conversations 149 Plantronics 143
Country code 144 Playback devices 143
pop-ups 146
D Presence 124
Device control packages 143 Presence label 125
Devices 143
Dialpad 154 R
Recent 149
E Recording devices 143
E.164 dialing 144 Remove 123, 136
Embed to all opened pages 145
Enable Google calendar 145 S
Esna iLink for Avaya Scopia Desktop 131 Scopia 131, 140, 151
Searching 122
F Session Border Controller 113
Favorites 126 Settings 142
Share 133, 134, 135
G Show all tutorials 146
Google Drive 151 Silent if unavailable 147
Google Hangouts 145 slider 145
Group Actions tab 140 Sounds 147
Groups 123, 131, 136, 137 Start video automatically 144
STUN 113, 116
H Subscribe 123, 136, 150
Hangout 131, 141, 151
T
I Timeline 127
I’m at 133 Timeline options 147
Integration 145 tion 59
IP Office Web Manager 15 TURN 113, 116
Tutorials 146

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U
Unavailable 125
Use sounds 147

W
WebRTC 117

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