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Premium-UC User Guide Windows and Mac - Version 1.2

Version Control Owner: Joshua Coucill

Revisions:

Date Revision Originator Notes

16/9/2019 V1 Joshua Coucill Extracts from original

25/09/2019 V1.1 Angela Frazer Reformat and Editing

08/10/2019 V1.2 Joshua Coucill Reformatting and Release.

Contents Premium-UC User Guide .............................................................................................................................................. 0

Version Control .......................................................................................................................................................... 0

Contents ................................................................................................................................................................. 2

Introduction to Premium-UC: VoIP Softphone........................................................................................................... 5

Premium-UC Features ................................................................................................................................................... 5

Standard telephone features .................................................................................................................................. 5

Requirements............................................................................................................................................................. 5

Desktop System Requirements ............................................................................................................................ 5

Using Premium-UC’s interface ..................................................................................................................................... 7

The on-screen phone ............................................................................................................................................... 7

Compact view .......................................................................................................................................................... 7

The Premium-UC menu ............................................................................................................................................ 8

Windows only: Detaching tabs ............................................................................................................................... 8

Using Premium-UC......................................................................................................................................................... 9

Getting Started.......................................................................................................................................................... 9

Starting Premium-UC ............................................................................................................................................ 9

Mac: Setting up notifications ............................................................................................................................ 10

Quitting Premium-UC .......................................................................................................................................... 10

Audio and video calls ................................................................................................................................................ 10

Placing an audio call ............................................................................................................................................. 10

Using the keyboard............................................................................................................................................. 10

Using the mouse .................................................................................................................................................. 11

From the Dialpad ................................................................................................................................................ 12

Using redial............................................................................................................................................................... 13

Letters to Numbers .................................................................................................................................................. 15

Multiple calls ............................................................................................................................................................ 16

Placing a second call......................................................................................................................................... 16

Swapping between calls ................................................................................................................................... 17

Handling incoming calls ......................................................................................................................................... 17

Answering Windows notifications ..................................................................................................................... 17

Answering Mac notifications ............................................................................................................................. 18

Auto answer............................................................................................................................................................. 19

Disabling call waiting.............................................................................................................................................. 19

Conference Calls .................................................................................................................................................... 20

Creating a conference call .............................................................................................................................. 20

Adding more participants ................................................................................................................................. 23

Removing a participant ..................................................................................................................................... 25

Suspending the conference call ...................................................................................................................... 26

Ending a conference call .................................................................................................................................. 27

Handling established calls ..................................................................................................................................... 27

Transferring calls .................................................................................................................................................. 27

Forwarding a call ................................................................................................................................................ 30

Recording a call.................................................................................................................................................. 30

Voice mail ................................................................................................................................................................ 32

Messaging .................................................................................................................................................................... 32

Opening the Messages windows .......................................................................................................................... 32

Sending an IM ......................................................................................................................................................... 33

Receiving an IM ...................................................................................................................................................... 35

Group chat (conference IM) ................................................................................................................................ 35

Starting a group chat from the messages window ........................................................................................ 36

Leaving a group chat ........................................................................................................................................ 37

Working with messages .......................................................................................................................................... 37

Viewing messages .............................................................................................................................................. 37

Hyperlink preview ................................................................................................................................................ 37

Searching messages ........................................................................................................................................... 38

Copying and paste messages .......................................................................................................................... 38

Export a conversation ........................................................................................................................................ 39

Delete a conversation........................................................................................................................................ 39

File sharing ................................................................................................................................................................... 40

Sending files ............................................................................................................................................................. 40

Using right-click or Control+Click ...................................................................................................................... 41

Dragging a file to an IM session ........................................................................................................................ 41

Receiving files .......................................................................................................................................................... 42

Contacts ...................................................................................................................................................................... 42

Contact fields ...................................................................................................................................................... 42

Manually adding a contact .............................................................................................................................. 43

Presence ...................................................................................................................................................................... 45

Changing your status ............................................................................................................................................. 45

Status Indicators .................................................................................................................................................. 45

Setting up a custom status ................................................................................................................................ 45

Premium-UC Stretto Desktop keyboard accelerators............................................................................................ 46

Windows ................................................................................................................................................................... 46

Mac .......................................................................................................................................................................... 47

Glossary ........................................................................................................................................................................ 48

3 ............................................................................................................................................................................. 48

A ............................................................................................................................................................................ 48

B............................................................................................................................................................................. 48

c ............................................................................................................................................................................ 48

D ............................................................................................................................................................................ 48

H ............................................................................................................................................................................ 48

I .............................................................................................................................................................................. 48

M ........................................................................................................................................................................... 48

P ............................................................................................................................................................................ 49

S ............................................................................................................................................................................. 49

V ............................................................................................................................................................................ 49

W ........................................................................................................................................................................... 49

X ............................................................................................................................................................................ 49

Z ............................................................................................................................................................................. 50

Introduction to Premium-UC: VoIP Softphone This user guide describes how to use and configure Premium-UC. Premium-UC is a softphone from

Premium-UC that enables you to make VoIP voice and video calls, send and receive instant messages,

share online status (presence) information, exchange files, and share your screen.

This user guide is intended for end users in an enterprise or subscribers of a service provider who has

deployed Premium-UC Solutions.

Premium-UC Features Standard telephone features Premium-UC softphones have all standard enterprise telephone features, including:

• Call display

• Voicemail with message waiting indicator (MWI)

• Speakerphone and mute

• Redial

• Hold

• Do not disturb

• Call history

• Call forward

• Call transfer

• Call record

• Auto answer

• IM and presence

• Contact list containing the individual user’s contacts

• Favorites list

• Directory containing names from a shared LDAP directory

• Windows only: Directory containing names from a shared Microsoft® Active Directory®

• Windows only: Access to Microsoft Outlook® contacts from within Premium-UC

• Mac only: Access to Mac address book contacts from within Premium-UC

• Windows only: Microsoft Outlook integration

Requirements • A VoIP service subscription with a local service provider or ISP in order to make audio or video calls

with Premium-UC. Please contact your local service provider to subscribe.

• An XMPP service subscription for presence and messaging.

Desktop System Requirements

Component Requirement

Processor Minimum: Core 2 Duo 2.1 GHz

Recommended: i5/i7 2.4 GHz and above

Component Requirement

Memory Minimum: 4GB RAM

Recommended: 8 GB RAM and above

Hard Disk Space 400 MB (Install/Upgrade, 200 MB operation)

Operating System

Microsoft Windows 7 SP1

Microsoft Windows 8.1 (Desktop mode)

Microsoft Windows 10, including 2-in-1 tablet support (Fall Creators Update or newer required)

macOS 10.12 (Sierra)

macOS 10.13 (High Sierra)

macOS 10.14 (Mojave)

Connection IP network connection (broadband, LAN, wireless); Constant Internet connection

Audio Device Full duplex, 16-bit or USB headset

Microsoft .Net 4.6.2 is a prerequisite for Windows MSI install.

Premium-UC supports Windows-based 2-in-1 laptops so you can enjoy using Premium-UC in both desktop

mode and tablet mode. Make sure you enable Settings > Devices > Typing > Touch Keyboard and select

Show the touch keyboard when not in tablet mode and There’s no keyboard attached.

Using Premium-UC’s interface You can navigate in Premium-UC using tabs on the resource panel and the Premium-UC menu.

The on-screen phone

Windows Mac

1 Menu

2 Message window icon 3 Voicemail indicator

4 More call options drop-downs

5 Dialpad 6 Resource panel

1 Menu

2 Message window icon 3 Voicemail indicator

4 More call options drop-downs

5 Dialpad 6 Resource panel

Compact view To create the compact view, hide all the resources using the View menu.

Windows: Compact view

Mac: Compact View

The Premium-UC menu The Premium-UC menu allows you to set up your accounts and preferences, change the look of the

Premium-UC interface, work with contacts, and find support for Premium-UC.

Windows: The Premium-UC menu

Mac: The Premium-UC menu

Windows: Softphone menu

• Accounts Settings: Account settings apply to individual accounts. These

settings control how you interact with

your VoIP service provider. See “Configuring accounts”

• Preferences: Preferences apply to all

account. These setting control the

way you work with Premium-UC. See “Configuring preferences”

• Exit: Use Exit to shut down Premium-

UC. You can also use Ctrl+Q.

Mac: Premium-UC menu

• Preferences: Preferences apply to all account. These setting control the way you work with

Premium-UC. See “Configuring preferences”

• Accounts Settings: Account settings are found in

the Preferences menu. Account settings apply to individual accounts. These settings control how

you interact with your VoIP service provider. See

“Configuring accounts”

• Quit: Use Exit to shut down Premium-UC. You can also use Command+Q

View menu

Use the View menu to change how Premium-UC looks. In the View menu, you can show or hide which

resources are on the resource panel, open the Messages windows, and open chat rooms that you are a

member of. For more information on messaging and chat rooms, see “Messaging”.

Contacts menu

Use the Contacts menu to work with your contacts. See “Contacts”

Help menu

The Help menu provides support for Premium-UC. Use the help menu to troubleshoot problems, check for

updates, add features, and enter license key information. See “Troubleshooting” and “Getting Started”

for more information

Windows only: Detaching tabs The contacts, favourites, history, directory and screen share panels can all be detached from the on-

screen phone into their own window. On the resource panel, click on the tab you want to detach and

then click the Detach window Icon. To return the window to the on-screen phone, click the Move back

to main window icon.

Detach windows icon Reattach window icon

Using Premium-UC Getting Started

Starting Premium-UC Premium-UC requires a username (email address) and a password to login. Your password needs to be

supplied by your service provider

1. Install Premium-UC: Obtain the executable file and follow the prompts in the install wizard.

2. Start Premium-UC as you would any other program. The Premium-UC Login dialog appears.

3. Click Sign in

Premium-UC launches

Windows: Login Mac Login

Mac: Setting up notifications Premium-UC uses OS notifications. Make sure that the notifications are set up for Premium-UC in system

preferences. You can choose banner or alert style notifications. Banner style notifications appear briefly in

the top corner of the screen. Alert styles notifications appear and remain on the screen until you take

action on them.

1. Click the Apple icon on the Premium-UC menu and click System Preferences > Notifications.

2. Click Premium-UC.

3. Choose the style for incoming alerts. You can choose the banner or alert notification style.

You will receive either a banner or alert notification when you have an incoming call or instant message

on Premium-UC.

Quitting Premium-UC

To quit Premium-UC Windows: To quit Premium-UC, click Exit on the Softphone menu or type Ctrl+Q.

Mac: To quit Premium-UC, click Quit Premium-UC on the Premium-UC menu or type

Command+Q.

Audio and video calls Premium-UC can place and receive both audio and video calls. To place a video call, a video camera is

necessary to allow the remote parties to see your image. Premium-UC will work with most USB video

cameras.

Placing an audio call There are several ways to make voice calls:

• Using the keyboard

• Using the mouse

• Using the Dialpad

• Using redial

• From an instant message

Set the default actions for the call button and double-click in Preferences on the Softphone menu. See

“Application panel”

Using the keyboard Enter a name or phone number in Premium-UC to make a voice call from any tab on the resource panel.

1. Type the name or phone number of the person you want to call in the Enter name or number field.

As you type, Premium-UC may display suggestions for completing the entry.

2. Do one of the following:

• Use the Up and Down keys to move through the list of suggestions and type Enter, Tab, or

finish typing the number and type Enter.

Windows: Premium-UC displays suggestions

Mac: Premium-UC displays suggestions

• Enter the complete phone number and click the Make a call button.

Windows: Make a call button

Mac: Make a call button

• Enter the complete phone number and select Audio Call or Video Call from the More call

options drop-down menu.

Premium-UC makes the call.

Using the mouse Make calls on Premium-UC using hover, single-click, double-click, right-click (Windows), or

Command+Click (Mac) on your mouse.

To use double-click to call, make sure to set Action when double-clicking on contact to Call in Softphone >

Preferences > Application > Default Actions to Call (see “Application panel”

1. Type a name in the Search Contacts, Search Favourites, Search History, or Search Directory field or

use the scroll wheel to move through your contacts, favourites, recent calls, or directory entries.


Windows: More call options drop-down

Mac: More call options drop-down

• Contacts and favourites panel: Hover on the contact you want to call to reveal the click-to-

call button.

Click the telephone icon.

Windows: Hover to reveal

Mac: Hover to reveal click-to-call button

• Click on the contact or number you want to call to open a flyout. Click the number you

want to call in the flyout.

Windows: Flyout

Mac: Flyout

• Right-click (Windows) or Control-Click (Mac) on the contact or number that you want to call. Click Call or Video Call. If the contact has more than one number, click the number

you want to call

Windows: Right-click menu Mac: Control-Click menu

• Double-click the contact or number that you want to call.


From the Dialpad

Use your mouse on the Dialpad to dial a number. 1. Click the Dialpad from the resource panel.

2. Use your mouse to click the number you want to dial.


• Click the Make a call button



• Select Audio call, Video call, or Start Conference Call from the More call options drop-

down menu.


Using redial Use redial by clicking the Make a call button without entering a number or using the redial drop-down list.

Using the Make a call button 1. Tap the Make a call button beside the Enter name or number field. The last number dialled

appears.




• Tap Make a call button a second time.

• Select Audio Call or Video Call from the drop-down menu.

Windows: More call options drop-down Mac: More call options drop-down




Using the redial drop-down list Premium-UC places an audio call when you use the drop-down list even if the call was a video call.

1. Tap the List of recent calls drop-down arrow in the Enter name or number field. A list of recent

calls appears.

2. Select the number or person you want to call.

Premium-UC places the audio call.

From an instant message From the Messages windows, call the message sender or call a number in a message.

Calling the message sender

1. Select a message from the person you want to call by clicking on the message or entering the

person’s name in the Search Messages field and clicking on the message.


• In the menu at the top of the Messages window, tap the Make a call or Make a video call icon.

Windows: List of recent calls drop-down

Mac: List of recent calls drop-down

Windows: Make a call icon

Mac: Make a call icon

• Tap the More options for this contact (Windows) or More options for this conversation icon. If the

person has more than one phone number, choose the phone number you want to call.

Windows: More options for this

conversation icon

Mac: More options for this conversation

icon


Letters to Numbers Some phone numbers are given with words to help you remember them — “1-800-numbers”. Rather than

convert the letters to numbers — n=6, u=8, m=6, … to get 1-800-686-2377 — you can type letters into Enter

name or number and Premium-UC will convert the letters to numbers when placing the call.

1. Click the More call options drop-down menu.



2. Select Turn Letters to Numbers. A Letters to Numbers is enabled icon appears beside More call

options and a check mark appears beside Turn Letters to Numbers on the More call options drop-

down menu.

Windows: Turn Letters to Numbers

Mac: Turn Letters to Numbers

3. Type the phone number using numbers and letters.

Windows: Phone number in letters icon

Mac: Phone number in letters icon

4. Click the Make a call button.



The call panel will open and the call will be placed. The call panel will show the phone number all

in numbers.

Turn Letters to Numbers is automatically turned off when you shut down or log off.

Multiple calls Make up to five concurrent calls on Premium-UC.

Placing a second call To place a second call, use any of the methods for placing an audio when you have a call established.

Premium-UC automatically puts the first call on hold and dials the second call. Premium-UC displays a call

panel for each call.

Windows: Two established calls

Mac: Two established calls

Swapping between calls Each call has its own call panel. Click Take this call off hold on the call you want to switch to. All other calls

are put on hold.

Windows: Swapping calls Mac: Swapping calls

Handling incoming calls Premium-UC must be running to answer incoming calls. It can be running in the system tray. If Premium-UC

is not running, incoming calls may be directed to voice mail if you have this service. Check with your VoIP

service provider or your system administrator.

When Premium-UC is in the foreground, the call appears in the call panel in the Premium-UC interface.

When Premium-UC is in the either the foreground or the background, you may also receive a notification

for the incoming call depending on your settings (“Alerts and sounds panel” on page 107). To receive

notifications on a Mac, you must also set the system preferences (see “Mac: Setting up notifications”

Answering on the call panel To answer a call on the call panel, click the button for the action you want to do.

Windows: Incoming audio call

Mac: Incoming audio call

Windows

Button

Mac

Button Windows Name Mac Name Action Result

Answer incoming call. Answer incoming call with audio only

Answer call. Answer with audio only

Answer an incoming audio call or answer an incoming video call with audio only

The call is answered with audio. If you were on another call, Premium-UC places the first call on hold.

Forward this call to another person without answering

Forward call Forward an incoming audio or video call without answering it first

A call entry field appears. Enter the name or number to forward the call to and click Forward (Windows) or Forward Call (Mac).

Refuse incoming call Reject call Decline an incoming audio or video call

The caller will get a busy signal or the call will be forwarded to voice mail if you

have this service.

Answering Windows notifications In Windows, you will receive Windows 10 interactive toast notifications or Windows 7 style notifications.

Windows 10 interactive toast notifications To use Windows interactive toast notifications, you have to enable Use Windows notifications in Softphone

>Preferences > Alerts & Sounds.

You can click Answer, Decline, or Decline with message in the interactive toast notification. When you

click Decline with message, the message you enter is sent to the caller as an IM.



Windows 7 style notifications You can answer a call with the notification by clicking Answer incoming call, Answer incoming call and

start sending my video or Refuse incoming call.

Windows: Incoming call

Answering Mac notifications In Mac, you will receive banner style notifications or alert style notifications. Banner style notifications

appear briefly in the top corner of the screen. They will disappear on their own. To answer a call, click on

the notification. This brings Premium-UC into the foreground and you can answer the call using the call

panel.

Alert styles notifications appear and remain on the screen until you take action on them. You can click

Answer or Decline on the alert. You can click anywhere else on the notification to bring Premium-UC into

the foreground and answer the call using the call panel.

Mac: Banner style notification

Mac: Alert style notification

The notifications do not indicate whether the incoming call is an audio call or a video call. If the incoming

call is a video call, Premium-UC will answer with video. If you do not want video, you can stop sending

video once the call is established.

Auto answer You can turn on Auto Answer so the call is automatically answered by Premium-UC after a specified

period of time. Auto Answer is initially configured to answer calls after 3 seconds. Go to Softphone >

Preferences > Calls (Windows) or Preferences > Calls to change the configuration (see “Calls panel”


Windows:

Mac:

2. Select Auto Answer.

Windows:

Mac:

An Auto Answer is enabled icon appears beside More call options and a check mark appears beside the

Auto Answer on the More call options drop-down menu. Any new incoming call will be automatically

answered.

Windows: Auto answer enabled

Mac: Auto answer enabled

You can enable this feature during a call, and it will take effect right away. Premium-UC sends only your

audio when the call is established.

Disabling call waiting You can turn on Disable Call Waiting so active calls will not be interrupted by incoming calls. Calls will be

displayed in call history as missed calls.




2. Select Disable call waiting.

Windows: Disable call waiting

Mac: Disable call waiting

A Call Waiting is disabled icon appears beside More call options and a check mark appears beside the

Disable call waiting on the More call options drop-down menu. Any new incoming call will ring busy (to the

caller) or go straight to voice mail if you have this service.

Windows: Call waiting disabled Mac: Call waiting disabled

Conference Calls Use Premium-UC for five-party audio conferencing and three-party video conferencing where you are the

host.

Creating a conference call You can start a conference call by:

• Making a conference call from the dashboard

• Adding participants to an established call

• Merging two established calls together

From the dashboard 1. Enter a phone number of softphone address in the Enter name or number field.

Windows: Enter name or softphone

Mac: Enter name or softphone

2. Click the More call options drop-down arrow beside the call button.

3. Select Start Conference Call.



4. Enter a name or a number, use the redial drop-down, or drag a contact into the Enter name or

number field at the bottom of the call panel.

Windows: Dragging a contact into a

conference call

Mac: Dragging a contact into a conference

call

5. Click Add. Premium-UC starts a three-person conference call.

Windows: Click Add

Mac: Click Add

6. To add more participants, click More options for handling this call (Windows) or More options (Mac)

and click Invite to Conference Call.

Windows: More options for handling this

call

Mac: More options for handling this call

7. Enter a name or a number, use the redial drop-down list, or drag a contact into the Enter name or

number field at the bottom of the call panel and click Add. Premium-UC adds the new participant.

Windows: Add another contact

Mac: Add another contact

8. Repeat steps 6 and 7 until you have added all the participants to the conference call.

Premium-UC creates a conference call.

Windows: Four participant conference call

Mac: Four participant conference call

Merge one-to-one calls 1. Establish the one-to-one calls.

2. Click More options for handling this call and click Merge Calls.

Windows: Merge calls

Mac: Merge calls


Windows: Conference call

Mac: Conference call

Adding more participants You can add more participants to an existing call by:

• Using call options

• Using right-click

• Add a separate call that is not part of the conference call

Call options 1. Click the More icon and click Invite to Conference Call.

Windows: More options for handling this call.

Mac: More options for handling this call.

2. Enter a name or a number, use the redial drop-down, or drag a contact into the Enter name or

number field at the bottom of the call panel.

Windows: Dragging a contact into a

conference call

Mac: Dragging a contact into a conference

call

3. Click Add.

Windows:

Mac:

4. Repeat the process for all the participants you want to add.


Right-click or Command+Click

1. Right-click (Windows) or Control-click (Mac) on a contact, a favourite, or a call entry from call

history.

2. Choose Add to Conference Call.

Windows: Right-click and Add to

Conference Call from contacts

Mac: Right-click and Add to

Conference Call from contacts

Premium-UC adds the new participant to the conference call.

Add a separate call 1. Establish a conference call and a one-to-one call.

2. On the one-to-one call, click the More icon and click Merge Calls.

Windows: Merge one-to-one call

Mac: Merge one-to-one call

Premium-UC adds the one-to-one call to the existing conference call.

Removing a participant You can remove a participant from a conference call and create a one-to-one call with them.

1. Click the down arrow (Windows) or the More icon (Mac) beside the participants name.

Windows: Split arrow

Mac: Split arrow

2. Click Separate.

If the conference call consisted of you and two other participants, the conference call becomes two one-

on-one calls. If the conference call consisted of you and more than two other participants, a one-on-one

calls is created and the conference call remains.

Suspending the conference call To suspend the conference call, click the Hold icon at the bottom of the conference call panel.

Windows: Place conference call on hold Mac: Place conference call on hold

To resume the conference call, click Take all participant off hold at the bottom of the conference call

panel.

Speaking to a participant separately 1. Click the Hold icon on the bottom of the conference call panel.

Windows: Place conference call on hold

Mac: Place conference call on hold

2. Click the down arrow (Windows) or the More icon (Mac) beside the participant you want to speak

to and click Separate.

Windows: More call options for handling

this call

Mac: More call options for handling this

call

3. Click Take this call off hold at the bottom of the new call panel.

Windows: Take new call off hold

Mac: Take new call off hold

When you are finished speaking to the separate participant, you can merge the one-on-one call

back into the conference call or end the one-on-one call and return to the conference call.

Ending a conference call To end a conference all, click the End call icon from the conference call panel.

Handling established calls With Premium-UC, you can:

• Transfer a call

• Forward a call

• Encrypt a call

• Record a call

• End a call

Transferring calls There are two types of call transfers. A basic or unattended transfer occurs when you transfer a call without

talking to the target, the person you are sending the call to. An attended transfer occurs when you talk to

the target before transferring the call.

To set the default action of the transfer button to Transfer Now or Call First, click Softphone > Preferences >

Application (Windows) or Premium-UC > Preferences > Application. See “Application panel”

Basic (unattended) transfer 1. Click Transfer this call (Windows) or Transfer (Mac) at the bottom of the call panel. Premium-UC puts

the call on hold.

Windows: Click Transfer this call

Mac: Click Transfer

2. Type the name of number of the target, use the redial drop-down list, or drag the target’s contact

into the Enter name or number field

Windows: Drag a name

Mac: Drag a name


• Click Transfer Now.

• Click the drop-down arrow beside Call First/Transfer and click Transfer Now.

Windows: Click Transfer first Option

Mac: Click Transfer Now

Windows: Click Transfer Now

Premium-UC attempts to transfer the call to the target. The call may end immediately or may show

Transfer: Calling. If you see Transfer: Calling, do not hang up. If the target does not answer, the call

will return to you.

Attended transfer 1. Click the Transfer this call or Transfer (Mac) icon at the bottom of the call panel. The call is put on

hold.

Windows: Click Transfer this call

Mac: Click Transfer this call

2. Type the name of number of the target, use the redial drop-down menu, or drag the target’s

contact into the Enter name or number field.

Windows: Drag a name

Mac: Drag a name


• Click Call First.

• Click the drop-down arrow beside Transfer Now and click Call First.

Premium-UC phones the target. When the target answers, Transfer Now is enabled.

Windows: Click Transfer first Option

Mac: Click Transfer first Option

Windows: Click Call First

Mac: Click Call First

4. Speak to the target.


• If the target wants to take the call, click Transfer Now.

• If the target does not want to take the call, click the X at the bottom of the call panel.

Windows: Transfer Now or end call

Mac: Transfer Now or end call

Premium-UC transfers the call to the target if the target accepts the call.

Forwarding a call You can forward an incoming call instead of answering it.

1. Click the Forward call button on the call panel.

Windows: Click Forward this call to another

person

Mac: Click Forward this call to another

person

2. Type the name of number of the target, use the redial drop-down list, or drag the target’s contact

into the Enter name or number field.

Premium-UC is set up to forward your calls. The call shows up as a missed call in call history.

Recording a call You can record the audio portion of a one-to-one call or a conference call. Recording are saved as WAV

files on your computer. To set the location where the recordings are saved, see “Files & web tabs panel”

Starting a call recording

1. Click the More options for handling this call (Windows) or More options (Mac).

Windows: More option for handling this call

button

Mac: More option for handling this call button

2. Click Start Call Recording.

Windows: Click Start Call Recording

Mac: Click Start Call Recording

Premium-UC starts recording the call. The call panel shows a call recording indicator.

Windows: This call is being recorded

Mac: This call is being recorded

Stopping a call recording 1. Click the More options for handling this call (Windows) or More options (Mac).

2. Click Stop Recording Call (Windows) or Stop Call Recording (Mac) to end the call recording.

Windows: Click Stop Recording Call

Mac: Click Stop Recording Call

Premium-UC stops recording the call.

The first time you record a call, a Save Call Recording dialog appears. The dialog displays the

Recording name and the Saved in location. You can select Don’t show this dialog again if you do not

want to see the dialog after every recorded call. Click Open Folder to open the folder where the file is

saved.

Windows: View recording location

Mac: View recording location

Files created when recording conference calls Multiple files may be created depending on how and when you start recording.

If you start recording from the beginning of the call, the recording will continue until the conference call

ends. One file is created.

If you separate a participant from the conference call and have a one-to-one call, the recording

continues until the end of the one-to-one call. Two files are created: one for the conference call and the

other for the one-to-one call.

If you are recording one-to-one calls:

• After merging one-to-one calls to form a conference call, all the individual recordings stop and a

new recording is created for the conference call.

• After merging one-to-one calls to an existing conference call, all individual recordings stop. If the

conference call is being recording before the merge, the recording of the conference call

continues.

Ending a call Click the End Call button on the bottom of the call panel. The call panel closes after a few seconds.

Voice mail If your service includes voice mail and you have set up voice mail options (“Voicemail panel (SIP)” click

the Voice messages (Windows) or the Voice Mail button to connect to voice mail and listen to your

messages.

Windows: Click the Voice messages button

Mac: Click the Voice messages button

Messaging You can use Premium-UC to send instant messages (IMs) to any contact who has a softphone or and XMPP

address.

You can send an IM to several people at one time in a group chat. In a group chat, all participants see all

of the messages.

You can use emoticons and formatting in your IMs. For Windows, use Ctrl+B for bold, Ctrl+I for Italic, and

Ctrl+U for underline. For Mac, user Command+B for bold, Command+I for Italic, and Command+U for

underline.

By default, Shift+Enter inserts a new line in a message and Enter sends the message. You can modify this

behavior in Softphone > Preferences > Application (Windows) or Premium-UC > Preferences > Application

(Mac).

For more information, see “Application panel”

Opening the Messages windows There are several ways that you can open the Messages window.

• Click on the Messages icon

Windows: Messages icon

Mac: Messages icon

• Windows: Ctrl+Shift+M

• Mac: Command+Shift+M

• Using the View menu

Windows: View menu

Mac: View menu

• Click on an IM notification

Windows: 10 interactive toast notification

Mac: Banner style IM notification

Windows: 7 notification

Mac: Alert style IM notification

Sending an IM You can send an IM from:

• The Messages window.

• Contact

• Favourites

• An active call


• In the Messages window, click New Conversation. Enter a name into Add recipients. As you

type, Premium-UC may display suggestions for completing the entry. Use your mouse or the

Up and Down keys to move through the list of suggestions. Click on the person or type Enter

to select the recipient.

Windows: Add recipients to a new

conversation

Mac: Add recipients to a new conversation

• Click on an existing message in the Messages window.

Windows: Existing message

Mac: Existing message

• Contacts and favourites panels: Right-click (Windows) or Control-click (Mac) on a contact

or favourite and select Send Instant Message. If there are more than one IM addresses,

select the one you want to use.

Windows: Right-click

Mac: Control+Click

• Contacts and favourites panels: Hover on the contact you want to message to reveal the

click-to message button. Click on the IM icon.

Windows: Hover to reveal click-to-message

Mac: Hover to reveal click-to-message

• In an active call, click the More icon in the call panel and click Send Instant Message.

Windows: Click Send Instant Message on

the More menu

Mac: Click Send Instant Message on the

More menu

2. Type your message in the Compose Message field.

Windows: Type your message

Mac: Type you message

3. Click Send Message or type Enter.

Premium-UC sends the IM.

Receiving an IM When you receive an IM, the Messages window or a notification appears. To control the type of

notification, go

to Softphone > Preferences > Alerts & Sounds (Windows) or Premium-UC 5 > Preferences > Alerts & Sounds

(see

“Alerts and sounds panel” on page 107).

You can type your response directly into a Windows 10 interactive toast notification

Windows 10 interactive toast notification

Clicking on the Windows 7 or a Mac IM notification will open the Messages window.

Windows: 7 notification

Mac: Banner style IM notification

Mac: Alert style IM Notification

Group chat (conference IM) Group chat allows you to exchange instant messages with a group of people in the same sessions. All

participants must have an XMPP account and be online in order to participate in a group chat.

There is no limit to the number of parties in a group chat session.

You can start a group chat from:

• The Messages window

• Contacts

• Favourites

Starting a group chat from the messages window Contacts and favourites must be online to be invited to a group chat.


• Click New Conversation in the messages window.

Windows: New conversation

Mac: New conversation

• Click on an existing message and click Start Group Chat.

Windows: Click Add recipients


2. Enter a name into Add recipients. As you type, Premium-UC may display suggestions for completing

the entry.

Windows: Type a name into Add recipients

Mac: Type a name

in Add recipients

3. Use your mouse or the Up and Down keys to move through the list of suggestions. Click on the

person or type Enter to select the recipient.

4. Repeat steps 2 and 3 for all participants you want to add.

5. Type you message in Compose Message.

Windows: Type your message


6. Click Send Message or type Enter.

Premium-UC starts the group chat. Once the first message has been sent, your cannot add or

remove participants.

Leaving a group chat You can leave a group chat session by unregistering your XMPP account or exiting Premium-UC. The

session continues with the remaining participants. Once you leave a group chat, you will not be able to re-

join the session. The session will remain in the Messages window but will be inactive (greyed out). You can

read the chat history but you cannot participate or download unread messages.

You can also leave a group chat by deleting the session from the Messages window. If you delete the

session, you will lose the chat history.

Windows: Deleting conversation

Working with messages Premium-UC allows you to view, copy and paste messages, search messages, and export, save or delete

sessions.

Viewing messages To view your recent IM activity, do one of the following to open the Messages window:

• Click the Messages icon.

Windows: Click Show the messages window

Mac: Click Show the messages window

• Windows: Press Ctrl+Shift+M.

• Mac: Press Shift+Command+M

Windows: View menu

Mac: View menu

Hyperlink preview If you receive an IM with a hyperlink in it, Premium-UC shows a preview of the hyperlink in the message

Windows: Hyperlink preview

Mac: Hyperlink preview

Searching messages 1. Type the contacts name or search keywords in the Search Messages field. Premium-UC filters the

sessions that contain the search words.

Windows: Search messages

Mac: Search messages

2. Click on the message you want to view.

The session appears in the Messages pane.

Copying and paste messages 1. In the Messages window, highlight the message or messages that you want to copy.


• Windows: Right-click on one of the selected messages and click Copy.

• Mac: Command-Click on one of the selected messages and click Copy.

Windows: Right-click and copy

Mac: Command-Click and copy

• Windows: Press Ctrl+C on the keyboard.

• Mac: Press Command+C on the keyboard.

Premium-UC places the messages on the clipboard. You can paste the messages in Premium-UC or in

another app on your computer.

Export a conversation You can export a conversation into a CSV file.


• Click on the session, click the More icon, and click Export Conversation.

Windows: Click Export Conversation on the More

menu

Mac: Click Export Conversation on the

More menu

• Windows: Right-click on the session and click Export Conversation.

Premium-UC opens the File Manager.

2. Select the location and enter a name for the file. Click Save.

Windows: Saving an exported conversation

Mac: Saving an exported conversation

Premium-UC saves the session as a CSV file in the location you selected.

Delete a conversation There are several ways to delete a session.


• Click the X beside the session.

Windows: Click the X Mac: Click the X

• Click on the session, click the More icon, and click Delete Conversation.

Windows: Delete conversation on the More menu

Mac: Delete conversation on the More menu

• Windows only: Right-click (Windows) on the session. Select Delete Conversation.

Windows: Right-click and Delete Conversation

A Delete Conversation dialog opens.

Windows: Delete Conversation dialog

Mac: Delete Conversation dialog

2. Click Yes (Windows) or OK (Mac).

Premium-UC deletes the session. If you select Don’t show this warning again before clicking Yes, you will

not receive a warning before deleting sessions in the future.

File sharing Send and receive files with Premium-UC from your XMPP account to a contact that has an XMPP account.

You must subscribe to the contact’s presence and both the XMPP accounts must be enabled for XMPP file

transfer.

Sending files You can send a file:

• Windows: Using right-click.

• Mac: Control+Click.

• By dragging a file to an IM session.

Using right-click or Control+Click You can use right-click (Windows) or Control+Click (Mac) to send files from the Messages window,

contacts, and favourites.

1. Right-click (Windows) or Command+Click (Mac) on a contact or favourite and click Send Files. The

file manager opens.

Windows: Right-click and Send Files

Mac: Command+Click and Send Files

2. Find the file you want to send. Double-click the file or click the file and click Open. A Send files to:

Recipient dialog opens. Premium-UC waits for the recipient to accept the file transfer. If you want

to cancel the transfer, click Cancel before the recipient accepts

Windows: File Transfer dialog for sending a

file

Mac: File Transfer dialog for sending a file

Dragging a file to an IM session 1. Open the File Manager and locate the file you want to transfer.

2. Drag the file into an IM session on the Messages window.

A File Transfer (Windows) or a Send files to: Recipient (Mac) dialog opens. Premium-UC waits for the

recipient to accept the file transfer. If you want to cancel the transfer, click Cancel before the

recipient accepts.

Windows: File Transfer dialog for sending a

file

Mac: File Transfer dialog for sending a file

Receiving files If you have an XMPP account, another person with an XMPP account can send you files. The following

dialog appears when the other party initiates the transfer. Click Save and set the location to save the file.

Windows: File Transfer dialog for receiving

files

Mac: File Transfer dialog for receiving files

Contacts Click List of contacts (Windows) or Contacts (Mac) on the resource panel to displays Premium-UC’s

contacts. Each contact is shown with presence information and icons for single-click phoning and

messaging.

If the List of contacts (Windows) or Contacts (Mac) tabs are not showing, click Show Contacts on the View

menu.

Contact fields

Field Description

Contact Summary

Display as If several display names are available, choose the one that you want to show in the contact list

Group Click the drop-down list and select each group the contact is going to belong to. A must belong to one group and can belong to multiple groups.

Primary Call (Mac) If the contact has more than one phone number, select the primary number. This number is used with single-click calling and double-click calling. See “Application panel” on page 105 to set up the single-click and double-click actions.

Primary presence This field only appears when a contact has more than one Softphone number or Instant Message address. The primary presence is used for:

• The presence icon on the contact list that shows the status for this address.

• The single-click and double-click actions for instant messaging.See “Application

panel” on page 105 to set up the single-click and double-click actions.

You can still send IMs to this person at their other addresses but you must use right-click or Command+Click and choose them from the context menu.

Primary phone number (Windows)

If the contact has more than one phone number, select the primary number. This number is used with single-click calling and double-click calling. See “Application panel” on page 105 to set up the single-click and double-click actions.

Field Description

Other Section

Display name (required on Windows)

The display name is the source of information.

First name, Last name Optional

Contact Methods The drop-down list that contains the different methods of

contacts. Enter the person’s IM address as follows:

• Choose Softphone if you are using a SIP account for messaging and presence.

• Choose Instant Message if you are using an XMPP account for messaging and presence.

If you have more than one account of a given type, include the domain — [email protected] and [email protected] — to ensure that the number or address gets associated with the correct account.

Presence This field is automatically populated when you enter an address in the Softphone or Instant Message field. It indicates that you are sharing presence information using this address. The address is shown in the list in the Primary presence field.

Adding a contact Premium-UC has contact groups built-in. Each contact must belong to at least one group. For more

information of groups, see “Managing Groups”

Manually adding a contact 1. Do one of the following:

• In the contacts panel, click the Add a new contact icon.

Windows:

Mac:

• Right-click (Windows) or Control+Click (Mac) on a group and click Add Contact to Group.

The Contact Profile (Windows) or Contact Editor (Mac) window appears.

Windows:

Mac:

• On the Contacts menu, click Add Contact.

Windows:

Mac:

• In call history, right-click (Windows) or Control+Click (Mac) and select Add as Contact

(Windows) or Add Contact (Mac) on an entry that is not in your contacts.

mailto:[email protected]

mailto:[email protected]

Windows:

Mac:

Presence Presence allows you to share you online status (presence) with contacts who have a softphone number or

an XMPP address. When you launch Premium-UC, your online status is Available.

You can change your status from Available to Busy, Away, On the phone, Not available for call, Do not

disturb, and Appear offline. When you change your status from Available, your status remains as specified

until you update it yourself. Premium-UC updates your status to On the phone when you make or receive a

phone call if your status is Available. If you do not use your computer for a specified period of time (set in

Preferences), Premium-UC updates your status to Idle.

Changing your status Click the drop-down arrow beside your online status indicator. Select the status you want to display.

Status Indicators Windows Mac Status Meaning for your Status Meaning for Others’ Status

Available

Either:

You have set your status to this value.

Premium-UC has determined that you are logged on but not on the phone or idle.

When you have this status, Premium-UC will automatically detect when you are idle or on the phone, and change the status to match.

You can contact this person.

Busy

You have set your status to this value. Premium-UC will never automatically switch you out of this status; you must switch yourself.


Away



On the phone

Either:

You have set your status to this value. In this case, Premium-UC will never automatically switch you out of this status; you must switch yourself.

You started a phone call when your status was Available. When your call finishes, your status reverts to Available.


Do not disturb


You cannot contact this person.

Not available for calls


You cannot contact this person.

Windows Mac Status Meaning for your Status Meaning for Others’ Status

Idle You have not moved or clicked the mouse or pressed a keyboard key for the Idle period. To set the Idle period see Softphone > Preferences > Application.

As soon as you click the mouse or keyboard, your status changes to Available.


Appear offline You have set your status to this value. The other person sees you as offline, even though you are actually online. The other person cannot tell the difference between this status and you really being offline.

The contact is either not logged on or does not want to share online status.

No icon Not applicable You are not watching the other person’s status.

Setting up a custom status You can create a custom status indicator: click on the wording in the status indicator and type your

custom status. Press enter when you finished. To remove the custom status, click on the wording, delete all

text, and type Enter.

Premium-UC Stretto Desktop keyboard

accelerators Keyboard accelerators apply only when Premium-UC Stretto is in focus. They are keyboard combinations

that speed up common interactions with Premium-UC Stretto. They cannot be enabled, disabled, or

customized. They are different from system-wide shortcut keys that can be customized in Windows.

Windows Making or answering a call

CTRL+N: Answer an incoming call

CTRL+D: Decline an incoming call

CTRL+R: Redial the last number called

CTRL+R then ENTER: Redial the last number called

CTRL+E: End a call or end a conference call (hang up on all participants).

During a call

CTRL+M: Mute your voice

CTRL+H: Hold or resume a call when the focus is on the call panel

CTRL+T: Transfer an established call when the focus is on the call panel

↑ (Up arrow): Turn the call volume up when the focus is on the call panel

↓ Down arrow: Turn the call volume down when the focus is on the call panel

F11: Display the Video window in full screen when the focus is on the Video windows

During a screen share session

SHIFT+CTRL+ALT+S: Bring the screen share window to the front and in focus

Opening a window

SHIFT+CTRL+M: pen the Messages window

F8: Open the Preferences window

CTRL+F9: Open the Support tab in the Troubleshooting window

F1: Open Help in a browser

Exiting

CTRL+Q: Quit Premium-UC Stretto.

Mac Making or answering a call

CTRL+N: Answer an incoming call

CTRL+D: Decline an incoming call

CTRL+R: Redial the last number called

CTRL+R then ENTER: Redial the last number called

CTRL+E: End a call or end a conference call (hang up on all participants).

During a call

CTRL+M: Mute your voice

CTRL+H: Hold or resume a call when the focus is on the call panel

CTRL+T: Transfer an established call when the focus is on the call panel

↑ (Up arrow): Turn the call volume up when the focus is on the call panel

↓ (Down arrow): Turn the call volume down when the focus is on the call panel

Opening a window

SHIFT+COMMAND+M: Open the Messages window

COMMAND+,: Open the Preferences window

CTRL+F9: Open the Support tab in the Troubleshooting window

SHIFT+COMMAND+V: Open the Video window

SHIFT+COMMAND+?: Open Help in a browser

Exiting

COMMAND+Q: Quit Premium-UC Stretto.

Glossary

3

3G/4G call A Premium-UC call that uses the mobile data network rather than a Wi-Fi network. If you start or receive a call when you are not in a Wi-Fi zone, the call will be a 3G or 4G call. Not all devices supported by Premium-UC support mobile data.

A

Account In Premium-UC , your account refers to your credentials used to connect with servers. These servers (SIP or XMPP servers) are used to place calls, send messages, or indicate your presence online.

Authentication Authentication is the process of confirming a user or administrator's identity by way of a username and password combination (their "credentials").

Auto-attendant An automated voice menu system that answers calls in place of an operator or receptionist. Callers can navigate options using phone buttons.

B

Bandwidth

In data transmission, the wider the band, the more data it is possible to transmit in a given time span. A cable, DSL, and ADSL connection to the network provide broadband for data transmission. A dialup or ISDN connection typically provide a narrow bandwidth for data transmission.

c

Call Display A service that transmits the caller's information to the recipient. Also known as caller ID.

Call Head A small, movable, floating notification icon that you can use to return to an active call, hangup a call, or answer a call. The icon contains an image of your contact if you have added an image to their contact information.

Chat Room A chat room is a persistent session in which two or more people can have a text conversation.

Client In the context of softphones, the client is the end-user device that connects to a server when making a voice or video call. Premium-UC is an example of a softphone client.

Codec A codec is software that encodes/decodes data, such as audio and video, for transmission and storage. Each codec has different characteristics, and each works better in some situations than in others.

Collaboration Conference

A online conference that includes audio, video, screen share, and messaging.

Conference In the context of softphones, a conference is a multi-party voice or video call.

Conference Host The individual who initiates a multi-person voice or video call.

Credentials Authentication credentials refer to the username and password combination used to log in.

CSV Files in Comma-separated Values (CSV) format contain data that's organized by columns and rows, in which the columns represent data fields and each row represents a record. Values on each row are separated by a comma.

D

Device A device is a computing device that runs the softphone client, such as Premium-UC, and includes

computers and mobile devices alike.

DNS DNS (Domain Name System) is a system for converting named addresses into numeric IP addresses. When given a domain name, a DNS server will return the IP address needed to connect to the domain's particular server or device on the Internet.

DropBox token The cloud storage service, DropBox, allows some applications to post files to individual DropBoxes. To do this, DropBox requires a "token" — a generated string of characters — to authenticate the upload. DropBox tokens are generated on the DropBox website.

DTMF Dual-tone multi-frequency. The tones you hear when you press numbers on a phone. Each number

corresponds to a different tone.

H

HTTPS HTTPS is a protocol for communications over a secure network connection.

Hyperlink A clickable item (words or an image) that links a reader to another document or location.

I ICE Interactive Connectivity Establishment. A method for traversing a firewall.

IM Instant message. A brief text message sent from one person to another with near instantaneous delivery.

IP address A unique number that identifies a device. Devices on a network use IP addresses to communicate with each other.

ITSP An Internet Telephony Service Provider (ITSP) is an entity that provides voice-over-IP services.

IVR Interactive Voice Response. An automated voice menu system that answers calls in place of an operator or receptionist. Callers can navigate options using phone buttons.

LDAP LDAP (Lightweight Directory Access Protocol) is a software protocol for interacting with an Active Directory services database, which can be used for user authentication.

M

Media The audio and video portions of a call. Compare with signalling.

MWI Message Waiting Indicator. An indicator, such as an icon or a light, that shows when a voicemail message has arrived.

MWI Message Waiting Indicator. An indicator, such as an icon or a light, that shows when a voicemail message has arrived.

NAT Emulation A setting in your SIP account that can be used when you are using the Premium-UC Push Service. If your VoIP service provider uses a session border controller, turn this setting on. The Premium-UC Push Service will act as if it is behind a NAT by using a private IP address.

Native Call A call made using the phone service that comes with a iPhone or smartphone.

Native Phone Service The phone service that comes with an iPhone or smartphone.

Notification A popup, banner, or other message that tells you of an event, such as an incoming call or message. Some notifications may allow you to respond by clicking an icon or button.

P

Pan A gestured used to move an image around your screen. Move your finger across the screen to pan the image.

Pinch A gesture used to decrease the size of images on touch screen devices. Place two fingers on the screen an move them together.

Presence An instant messaging feature that allows uses to share information about their online status.

Premium-UC Desktop Premium-UC Desktop refers to Premium-UC softphone clients for desktop or laptop computers that run Windows or macOS.

Premium-UC Premium-UC is a softphone client by Service Provider Corporation. It is available in versions for Windows,

macOS, Android, and iOS.

Premium-UC call A call made using Premium-UC as compared to a native call

Provisioning Provisioning involves the process of remotely setting up devices, such as softphones, to use particular services and resources.

PSTN Public Switch Telephone Network. The traditional landline telephone network.

Remote update Remote update is a process in which a Premium-UC client connects to Stretto to retrieve the latest provisioning settings. This is not the same as a remote upgrade.

Remote upgrade Remote upgrade is a procedure in which Premium-UC desktop requests the newer software version, if it's available. This is not the same as a remote update.

S

Signalling The information in a call that deals with establishing and controlling the connection and managing the network. Compare with media.

Single Device Emulation

A registration mode for the Premium-UC Push Service Registration Mode setting that is used when your VoIP service provider does not support multiple registrations. If your VoIP service provider does not support multiple registrations, this setting is used so the registration is handed off between Premium-UC and the Premium-UC Push Service as required.

SIP SIP (Session Initiation Protocol) is a software protocol for controlling voice and video communication sessions. A SIP server manages Premium-UC calls on a network.

SIP account An account that provides the user with the ability to make VoIP calls. The account encapsulates the rules and functions the user can access.

SIP Proxy A setting in your SIP account that can be used when you have turned on the Premium-UC Push Service. Complete this setting with your outbound proxy if your VoIP service provider requires you to use different SIP proxies for Premium-UC and the Premium-UC Push Service to communicate with the PBX.

SIP SIMPLE A SIP protocol for presence and instant messaging.

Softphone A softphone is a software application for making phone calls over the Internet instead of through dedicated hardware.

Softphone address The address used to connect to a SIP endpoint. The "phone number" used in a VoIP phone call.

Stretch A gesture used to enlarge images on touch screen devices. Place two fingers on the screen a separate them.

STUN Simple Traversal of UDP through a firewall or NAT.

V

vCard An electronic business card that is often attached to an email. If often appears as a signature block that identifies the person, their title, and their business.

VoIP service provider A business that provides a Voice over Internet Protocol (VoIP) service, allowing a user to connect to the internet in order to make VoIP calls using Premium-UC . The VoIP service provider sets up a SIP account for the user.

W

Wi-Fi call A Premium-UC call made over the Wi-Fi Internet. To make a Wi-Fi call, you must be in a Wi-Fi zone.

X

XML XML (extensible Markup Language) is a file format that uses tags to structure data for storage or retrieval.

XMPP XMPP (or Extensible Messaging and Presence Protocol) is a collection of technologies that support

mesages, chat rooms, voice/video calls, and presence information.

XMPP account An account that provides the user with the ability to send IMs and view other people's presence.

XMPP Buddy "Buddy" is the XMPP-specific term for an XMPP chat contact.

Z

Zip file A .zip file is a type of archive file that can contain compressed files and folders.

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