With the CallConnector Advanced Client users can view presence status and send instant messages to their colleagues at work and to external contacts on compatible IM servers. All CallConnector users are automatically enabled for presence and internal instant messaging.
The CallConnector also provides administrator-controlled access to external instant messaging and presence federation with compatible Extensible Messaging and Presence Protocol (XMPP) IM servers, such as WebEx Connect, Google Talk, and Facebook. When an external account is added to the client, it downloads the contact lists from the IM Server, displays presence status and provides the ability to send instant messages to colleagues and partners outside the business.
Figure 1: Instant Message Conversation Window showing two IM conversations and Escalation Toolbar
The Advanced Client can also become IM client for external XMPP IM Servers allowing the user to download their external IM contacts or buddies and chat with them. Two configuration settings are required to enable external IM features:
Once the accounts are setup, the list of buddies with their presence status and away messages, is displayed in the CallConnector Personal directory. The buddies are grouped by each IM server account.
The configuration requirements and some of the feature differences between internal and external IM/Presence are summarized in the table below.
IM Servers Setup
Google Talk, Facebook setup; additional service need to configured
User accounts configuration
Automatic with CallConnector User accounts setup
User’s need to setup their IM accounts in client
Available, Busy, Away, Unavailable
IM Server dependent
Location and Telephone Status
Work, Home, Vacation and Business Travel
User defined and “In a meeting” for Outlook meeting synchronization
User defined, IM Server Dependent
Contact Email, SMS etc Addresses
Yes (if configured)
IM Server dependent; dependent on remote client. See Constraints and Limitations section for further details
Emote Icon support
Click to Dial
Click to Send
IM-yes, other addresses IM Server dependent
IM Server dependent
Table 1: Features differences between Internal and External IM/Presence
Several alert options are available to notify the user of new instant messages. These include:
Figure 2: Instant Message Notification window
In group chat, each IM message is sent to all the members in the chat session. The CallConnector supports internal group chat between the CallConnector users and external group chat for external contacts only. The two groups cannot be mixed. The CallConnector supports ad-hoc chat sessions in that the sessions are not persistent and terminate when the last user exits.
Feature notes for Group Chat:
Figure 3: Group Chat window showing multi-party instant messaging
A number a preference options affect instant messaging and presence federation. These are:
All internal and external IM messages are saved on the CallConnector Server. User can view their past IM sessions and the details of the messages exchanged from the Log window. Note -- the IM logs are deleted after the administrator defined period. To archive the IM messages, these would need to be backed up and saved.
The CallConnector internal instant messaging uses a peer-to-peer XML over SIP protocol for message transport. Each CallConnector client registers with the CallConnector SIPServer. To start an IM session, an Invite is sent to the SIPServer to locate the recipient party, and then SIP-Notify messages are used to exchange the chat data. Firewalls and network topology (non-NAT addressing) must allow the CallConnector clients to send and receive these SIP messages.
The CallConnector client retrieves the user account and IM Server connection information from the CallConnector Server and establishes connection to these external IM Server using standard XMPP protocol. The supported features are negotiated during startup. External IM is server-based in that the CallConnector client only sends and receives messages from the IM Server. Firewalls must allow the CallConnector clients to connect to the external IM Servers.
The configuration requirements for the Internal and External IM Servers are described below.
The CallConnector External IM Service requires configuration on the CallConnector Server, on External IM Server, and in the Advanced Client:
On the CallConnector Server, External IM requires
Figure 4: Setting up an IM Service on the CallConnector Server
On CallConnector Advanced Client:
Figure 5: Setting up IM Account on the Advanced Client
Note that Facebook IM account is different from facebook standard/normal account.
Note: setting/changing username does not have effect right away; usually it takes a day or sometimes several days to have effect. Until then, you cannot use it to login using Advanced Client.
The following are additional notes on the feature constraints and limitations:
Check if you log in to multiple PCs using the same UCC user account. Logout and exit all other UCC applications that are using the same UCC user account.
Check if Advanced Client is blocked by any Firewall/Security applications
Answer: No – instant message can be sent only to the CallConnector users in the Corporate directory and to the external buddies in the personal directory.
Answer: IM conversations can be started from all the CallConnector Windows as well as from within Outlook and Internet Explorer. They can be started from the directory, from the Action menu and right-click menu. IM can also be charted from the Toolbar in Outlook and from the notification windows.
Answer: Internal IM requires the user to be logged in. External IM depends on the IM Server – some servers save the messages for later delivery.
Answer: Internal IM requires the user to be logged in. External IM depends on the IM Server – some servers save the message for later delivery.
Answer: No – you have to accept and authorize each file transmission request. You can specify the save location of the file.
Answer: Yes – you can include additional members in to the IM conversation by clicking on the Group Chat button.
Answer: Yes – each session is accessed through its tab.
Answer: It depends on the IM Services that have been enabled by your administrator and if your external IM accounts are on compatible IM Servers. CallConnector supports only XMPP Servers.