IBM Lotus Sametime 7.0 Windows Telephony Toolkit English

First Edition (October 28, 2005)

This edition applies to IBM Lotus Sametime 7.0, and to all subsequent releases and modifications, until otherwise indicated in new editions.

Copyright International Business Machines Corporation 1994, 2005. All rights reserved.

US Government Users Restricted Rights - Use, duplication or disclosure restricted by GSA ADP Schedule Contract with IBM Corp.


  • Installation
  • Known problems
  • Notices and Trademarks

    About this release

    This document contains important information about the IBM Lotus Sametime 7.0 Windows Telephony Toolkit English that you should read before using this product. It provides information about the following:

    • New features in this release
    • Installation procedures (Windows only)
    • Known Issues
    • Notices and trademarks

    New features in this release

    The IBM Lotus Sametime 7.0 Windows Telephony Toolkit English provides two important new features. Depending on the telephone service provider contract your company has in place, as well as how Sametime is deployed, you may have one or more of the following features available to you:

    • Click-to-call Lets you initiate a telephone audio conference using your Sametime Connect list anywhere you can see the online status of users. Once you have selected the users, you can initiate the conference with a click of the mouse. When your phone rings, you are connected. Click-to-call does all the dialing for you, and provides an easy-to-use interface you can use to manage the conference, including seeing who is talking, and controlling telephone options, such as mute and volume.
    • Telephone conference service Integrates telephone capabilities into a Web conference. If this service is available to you and you choose this option when you create a Web conference, a telephone conference call is automatically associated with the Web conference. The telephone conference service provides an easy-to-use interface for participants to join the teleconference and to see the teleconference status of all participants, such as whether someone has joined the teleconference, or has hung up. In addition, Moderators have available to them tools to manage the teleconference, including tools to mute, hang up, and invite teleconference participants.

    Launching Click-to-call

    You start an audio conference from your Sametime Connect contact list.

    1. From your Sametime Connect contact list, select the names of the people you want to call.
    2. Click the Call button. This opens Click-to-call, but does not yet place the call.
    3. (Optional) Before you place the call, you can add participants by clicking "Add Users." Select one or more names, and then click Add to Call.
    4. Verify that each name displays the number you wish to call. If a name displays the work number, for example, and you want to call the home number, click the arrow and choose the number you want.
    5. Click Call All.
    6. Click-to-call calls you to begin the conference. Answer your phone when it rings.

    Note: You can also right click one or more names, and then select Call to open Click-to-call.

    To End a Conference

    To end an audio conference, click End Call.

    Note: You cannot end the conference by clicking the X to close the Click-to-call window. This simply closes the window; it does not end the conference.

    Additional help for the Click-to-call feature is available from the Click-to-call dialog.

    Using telephone conferencing in a Web conference

    IBM offers an optional telephone Meeting Room service that integrates telephone capabilities into a Web conference. If this service is available to you and you choose this option when you create a Web conference, a telephone conference call is automatically associated with the Web conference. The telephone conference service provides an easy-to-use interface for participants to join the teleconference and for moderators to manage the teleconference, as described below. Even users who have not joined the Web conference can participate in the teleconference if they have the conference call number and passcode.

    You should be familiar with the following information about the telephone conference call that is associated with each Web conference:

    • When you create a Web conference and you want to use the telephone conferencing service, on the Tools tab you will most likely need to provide information that is used to create a telephone conference call for that Web conference. This information may include Client ID, Client Password, Passcode, and Service Location. These fields are determined by your service provider.
    • A telephone number for the conference call is automatically assigned when you create the Web conference.
    • During an active Web conference, participants can click the Join the Call button and select the location from which they want to be called or click the Call-in Information icon to see the number and related information provided for the call so that they can dial it themselves. This is described in "Joining a teleconference using the Join the Call button" below.
    • In addition, during an active Web conference the moderator can click the Dial out button to invite participants to the teleconference.

    Using the User PIN security feature

    Some telephone conference service providers offer a security feature which requires invited participants to enter a User PIN number before joining the teleconference. If your service provider offers it, you can use this feature when you create a Web conference with the telephone conference service option that restricts the Web conference to specific participants. When you save the Web conference you created, Sametime automatically requests a User PIN from the telephone conference service for each participant. This number displays on the Meeting Details page for the Web conference.

    After the Web conference starts, a participant dials into the teleconference manually and is then prompted for their User PIN. Once the participant enters the User PIN correctly, they can join the Web conference and will be automatically associated with the correct name in the participant list.

    Using the telephone conference service with repeating Web conferences

    Note the following characteristics of repeated Web conferences that use the telephone conference service option:

    • When a repeating Web conference is scheduled with the telephone conference service, the same telephone numbers, passcode, and other teleconference-related information apply to all instances of the repeated Web conference.
    • You can not edit the telephone conference information for a repeated Web conference once the Web conference is created. To make any changes, delete the repeated Web conference and create a new one with the correct information.
    • If a Web conference using the telephone conferencing service is scheduled for a single occurrence, you can not make it into a repeated Web conference.

    Using the telephone conference service with recorded Web conferences

    A Web conference that is marked for recording for later playback will not include the telephone audio portion of the telephone conference call in the Recorded data.

    Selecting the audio options to use with your Web conference, including the telephone conference service

    Depending on how your company configures Sametime, one or more of the following options for communicating with Web conference participants may be available to you. You specify which option you want to use on the Tools tab, when you create a new Web conference. Selecting the last option allows you to use the telephone conference service.

    • None - If you do not choose a computer audio option, you can enter the Web conference telephone number in the Detailed meeting description field on the Files tab. All Web conference participants can then call in to this number.
    • Computer audio - With computer audio, you can speak into a microphone and everyone in your Web conference can hear your voice.
    • Computer audio and video - If your Web conference includes computer audio and video and you have a video camera attached to your computer, your video image is transmitted to everyone in the Web conference when you speak into the microphone. You can also view your own video image in the My Video window, even when you are not speaking, as well as see the video image of the current person speaking.
    • Telephone conference call - If your company provides it, this setting allows you to use the telephone conferencing service, as described in this document.

    Joining a teleconference

    The following sections describe how to join a teleconference.

    Joining a teleconference using the Join the Call button

    Once a Web conference is active, either the moderator or any participant can request a call from the telephone teleconferencing service, in order to join the teleconference.

    1. Click the Join the Call button.
    2. Choose a dial location. This lists a history of your dial locations. Each entry on the list includes a phone number, and a description, such as home or office. Note that you may have to preface the phone number with a "9" to dial outside the company.
    3. To create a new dial location, click New location and enter a location description and a dial string --that is, the complete phone number. Click OK.
    4. Click Call Me to initiate a call from the teleconference service.

    Dialing participants

    The telephone service tool bar has a Dial out option that allows the moderator to invite participants to the teleconference by calling them. This is particularly useful for calling participants who are not in the Web conference, but who want to join the teleconference or those who are unable to join the teleconference themselves by clicking the Join the Call button.

    1. From the tool bar, click the Dial out icon.
    2. Choose an existing telephone number. This list shows a history of all the people you have called with Dial Out. Each entry on the list includes a telephone number, and a description, such as home or office.
    3. To enter a new telephone number, click New location and enter a location description and a dial string -- that is, the complete phone number. Click OK.
    4. Click Dial Out to initiate the call.

    Dialing into a teleconference

    Unless the moderator has locked the call, participants who do not have the Meeting Room or who have not joined the Web conference can still dial directly into the teleconference if they have the phone number and the teleconference passcode.

    Moderating and participating in a teleconference

    Moderating a teleconference

    The moderator can use the following tools to conduct a teleconference. Note that not all capabilities will be available with all service providers.

    Tool Description
    Dial out Dial out option that allows the moderator to invite participants to the teleconference by calling them.
    Join the Call Join the call by having the teleconference call your telephone.
    Lock Click the Lock button at the top of the client window to lock the teleconference. This prevents anyone who is not in the Web conference from joining the call.
    Mute All Users/Unmute All Users Toggles between muting and unmuting all participants in the call. Mute suppresses the sound coming from a user, so background noise does not interfere with the Web conference.
    Raise Your Hand Places a hand icon next to your name, indicating you would like to speak. When your hand is raised, switches to Lower Your Hand.
    Lower All Hands Removes all hand icons next to participant names. You might use this when you are ending a discussion on a topic.
    Mute Selected User This can be especially useful if a participant is calling in from a phone without a mute feature. Select the participant's name and click the Mute button. Mute suppresses the sound coming from a user, so background noise does not interfere with the Web conference.
    Unmute Selected User Restores the ability to be heard when speaking to the selected user. Uncheck the Mute checkbox to do this.
    Hang Up Selected Users Select one or more participant names and click the Hang Up button to drop the participant from the teleconference. This feature is especially useful if the teleconference call goes to a user's voicemail.
    Rename the User to the Specified name If you would like to assign a more descriptive name to a user, particularly if they have dialed in to the teleconference without joinin the Web conference, select the name, click the Rename button, and enter a new name.
    Participant List Details Opens a window with full details about the Web conference participants, including who is moderating and screen-sharing.
    Associate If a person is in the Web conference and also dials into the teleconference, they will appear twice in the participant list. You can associate the two names by selecting the dialed-in user name and the corresponding name of the Web conference participant, and then clicking Associate User. The state for the teleconference participant is then displayed with the name in the participant list.

    Participating in a teleconference

    All participants in a teleconference you can view the following information:

    Display Description
    Participation status Names displayed in bold green are in the Web conference and the teleconference. Names in black are participants in the teleconference, but not the Web conference. Icons next to each user name in the Web conference represent their status in the Web conference -- for example, active or inactive.
    Telephne state Participants in the teleconference get visual cues about other teleconference participants, such as whether a participant has joined the teleconference, or has hung up.
    Participant speaking A speaking icon displays next to the name of the participant who is speaking in the teleconference.
    Hand up A hand icon next to a participant's name indicates they would like to speak and are waiting to be recognized by the moderator. As a participant, you can click the hand icon at the bottom of the chat window to indicate you would like to speak. Click it again to lower your hand.

    Installation

    The IBM Lotus Sametime 7.0 Windows Telephony Toolkit English provides the ability to integrate Web-based teleconferences as a meeting type through the Meeting Room. Once installed, you can enable this capability for your Lotus Sametime servers using the services of an audio conferencing service provider. For information on how to use the Web-based teleconferencing features from Lotus Sametime, see the online help for IBM Lotus Sametime 7.0.

    The process for installing telephony support is as follows:

    1. Install Sametime 7.0. For information on installing Sametime 7.0, see the Lotus Sametime 7.0 Installation Guide, available on http://www.ibm.com/developerworks/lotus.
    2. Install the IBM Lotus Sametime 7.0 Windows Telephony Toolkit English.
    3. Install the Telephony Service Provider's install (each service provider has their own nstallation and configuration).

    Known problems

    Check mark reappears and then disappears from the Mute check box

    When you clear the the check mark from the "Mute" check box to unmute a user, the check mark may briefly reappear in the check box and then disappear again.

    This issue occurs because the Avaya plug-in plays an announcement to indicate the user is no longer muted. The user is automatically muted for the duration of the announcement and then unmuted when the announcement concludes. This is the normal functioning of the plug-in.

    Client ID/Passcode unsaved if user not listed in vpuserinfo.nsf

    The Client ID/Passcode the user enters when scheduling a teleconference call is stored in a user's entry in the Privacy database (vpuserinfo.nsf) on the Sametime server.

    If the user has never logged in using a Sametime Connect client, the user has no entry in the vpuserinfo.nsf database. In this scenario, the Client ID/Passcode is not saved when the user schedules the Web conference and is not available when the user schedules future calls. Also, there is no alert indicating the Client ID/Passcode is not saved.

    Workaround

    Log in with the Sametime Connect client at least once before scheduling a teleconference call.

    Web conference fails when only "Phone" or "Phone and chat" selected

    When a user starts an instant Web conference that includes a teleconference from the Sametime Connect client, the user must select either the "Phone" or "Phone and Chat" meeting tool and one additional meeting tool. If the user selects "Phone" or "Phone and Chat" as the only meeting tool, the Web conference fails with an error that the audio bridge adapter is not connected.

    Workaround

    Make sure at least one tool other than "Phone" or "Phone and Chat" is selected before creating a Web conference that includes a teleconference.

    Participant using moderator passcode cannot be muted

    If a Web conference participant enters the moderator passcode instead of the articipant passcode when dialing into a teleconference, the participant cannot be muted during the teleconference. The participant is not muted even if the moderator selects the Mute All button during the teleconference.

    Teleconference activities not included in recorded Web conferences

    If you record a Web conference that includes a teleconference, the teleconference audio is not recorded. The record option is not designed to record the audio portion of the Web conference.

    Instant meeting invitations not sent

    If you right-click a participant's name and select only the Chat and Phone tools - or just the Audio tool -when you start an instant Web conference, no invitation is sent after clicking "Send" in the Start Instant Meeting dialog box. An invitation will be sent if you select all instant meeting tools (Chat, Screen share, Whiteboard, Audio, and Video) and then click Send.

    Home Sametime server and the Click-to-call feature

    A user can use the Click-to-call feature only if the IBM Lotus Sametime 7.0 Telephony Toolkit English is installed on the user's home Sametime server. If a user's home Sametime server does not have the telephony toolkit installed, the user sees an HTML page with a 404 Error when attempting to launch the Click-to-call feature from the Sametime Connect client.

    Error writing to process file pib.nbf during Domino server start up

    When starting up the Domino server, you may see the following error in the Domino server console:

    Error writing to process file PID.NBF, terminate other applications which are accessing this file.

    To resolve the issue, stop the Domino server, delete the file PID.NBF from the Domino program directory, and then restart the Domino server. Domino recreates the file and the operating system reassigns the process IDs to Domino. If the problem recurs, delete the PID.NBF file, reboot the computer, and then start the Domino server.

    Note: The PID.NBF file stores the process IDs (which are operating-system dependent and transient) of the processes that make up the Notes client or Domino server. For the lifetime of a Notes client or Domino server session, each process start or termination causes the process ID to be added or removed from this file.

    Reverse proxies are not supported

    If a Sametime server is configured to operate with a reverse proxy server, anda Sametime Connect client connects to the Sametime server through the reverse proxy, the Click-to-call feature will not work in the Sametime Connect client. The HTML page containing the Click-to-call feature cannot load through the reverse proxy.

    Cannot invite a Sametime server without the telephony toolkit installed to a telephony meeting

    An administrator can create a Connection document that connects two Sametime servers so that one Sametime server can invite another Sametime server to a meeting. This capability enables a single Sametime meeting to be simultaneously active on two Sametime servers.

    After you install the telephony toolkit on a Sametime server, do not create a Connection document that connects this Sametime server to a Sametime server without the telephony toolkit installed. If a Sametime server without the telephony toolkit installed is invited to a telephony-enabled meeting, the telephony functionality will not operate correctly on that Sametime server.

    Cannot include the ampersand character (&) in a meeting name

    When creating meetings that include the telephony capabilities, do not include the ampersand character (&) in the meeting name. You cannot save meetings that include the & character in the meeting name.

    Null value in Choose dial location dialog box

    You can click the "Join the call" or "Dial out" buttons to display the "Choose dial locations" dialog box. If the value "null (null)" exists in the "Location" drop down list of the "Choose dial locations" dialog, you must click the "Remove Location" button to remove the "null (null)" location before you can add or remove another location.

    Documentation errata

    The following are issues in the Click-to-call Help:

    The following are issues in the Web conferencing Help:

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