Using NEC MLC Desktop Software (Soft Phone)

Audience

This article is intended for IT internal staff and other campus staff who use MLC.

How to Install and Use NEC MLC Desktop Software

Before you start the installation

On Campus - Make sure you are connected to IC Secure Wireless or plugged into the IC Network (Ethernet, LAN)

Off-Campus - Make sure you are connected to IC VPN (Global Protect)

• Windows - Open the Company Portal on your Ithaca College assigned device (From the Start menu type in Company Portal), it will have you sign in if you have not opened the application before. Once signed into the Company Portal search for "NEC Multiline Client - MLC" it will also be listed under Apps. Select it and click Install on the right side of the Window. The installation of MLC will take about 5 to 10 min to install based on your internet speed.
   
• Apple - Open Self Service on your Ithaca College assigned device (Open from Launchpad or search for Self Service in Spotlight), and sign into the application once it opens. After you sign in search for "MLC" in the search field on the left side of the window. There will be two items, an Installer, and an Uninstaller. Select the Installer for first-time use and installation. The installation of MLC will take about 5 to 10 min to install based on your internet speed.

Using the Software

Launch

• Launch the MLC software; you'll see a layout similar to that of your office D-Term phone (the black "display" phones). If not, click the MLC Dialer button at the top.
• Make sure your extension shows as Online at the top left (remember, you must be connected to the GlobalProtect VPN if off campus)
• If the MLC software states that you are Offline in the top left: Go to activation --> insert code "0bb5-2844" and agree to the terms and conditions --> Submit --> Agree to update 
• Make sure the Mic button has a red line along the bottom; the Mic button needs to stay on all the time
• If you are part of a UCD group, click the UCD BusyOut button in the left menu to prevent immediately receiving calls.
• If you are part of an ACD group you will have a C Wait button instead of BusyOut, and should automatically be placed in Work mode after signing in.

Taking Calls in a UCD Call Group (or ACD)

• When callers are waiting in queue, the UCD Waiting (or C Wait) button will flash;
  • Click your UCD BusyOut (or Work) button to turn it off and route the call to your extension.
  • Click the Answer button.
  • After answering, click BusyOut (or Work) again (red dot visible). This is important to prevent you from receiving another call immediately upon hanging up if there are other calls in the Waiting queue. This allows you time to finish up a ticket (for example) before taking the next call.

Taking Calls Direct to Your Extension

• If you receive a call directly, the software will make an audible ring sound; click Answer (may have to click your My Line first)
• To end the call click Speaker; it will also end automatically a few seconds after the other party hangs up

Making Calls

• Click the Speaker button at the lower right
• Click your My Line button. This is located between ACD##### and Logon and is either your normal office extension (if you have one) or an assigned extension labeled with your first name. You'll hear a dial tone.
• Dial the number you wish to call using the software buttons or the keys on your keyboard; just as if you were on campus remember to dial 91 first for outside calls and dial 4-xxxx for campus extensions
• To end the call click Speaker; it will also end automatically a few seconds after the other party hangs up

Hold

• Click the red Hold button
• Your extension will display a flashing green dot
• Click the flashing green dot to take the caller off hold

Transfer to another extension:

• Click Transfer (make sure the client is not on Hold)
• Dial 5-digit extension
• Click Speaker to hang up when dialed extension starts ringing
  • If you need to speak to the person you are transferring to, wait for them to answer, have your conversation, then click Speaker to hang up and complete the transfer
• To cancel the transfer process and return to the original caller, click Transfer.

Setting a Speed Call Key

• Click the Feature button
• Click the Speed Call button you want to program
• Using the keypad, dial the number that will be assigned to the Speed Call button (including 91 as needed for off-campus numbers)
• Click the Feature button; the display area should show "Speed Set"

Naming a Speed Call Key

There are 4 buttons between the number pad and the top display area. These buttons are used to execute the actions (represented as words and symbols in the display area) that correspond to each button. Remember, click the button under the word or symbol, not the word or symbol itself.

• Click the button under NameSC in the display area
• Click the Speed Call button you want to name
• Using the letters under the keypad numbers, spell out the name for the speed key
  • To spell "Roger"
    • Click the 7 key three times (the first time you click it it will type P, the second time Q, and the third time R)
    • Click the 6 key three times to type the letter O
    • Click the 4 key once to type the letter G
    • Click the 3 key twice to type the letter E
    • Click the 7 key three times to type the letter R
    • Click the button below the >>> symbol twice to the screen which shows SET and press the button under it.
    • If you make a mistake, click the >>> symbol once to get to the button for the DEL (delete) function or twice to get to the button for CANCEL to start over.
  • If the name you are entering has two consecutive letters on the same number key (i.e. "Barb"), there is an extra step:
    • Click the 2 key twice to type the letter B; you now cannot click the 2 key again to get to the A, because it will overwrite the B, so
    • Click the button below the right-pointing black arrow in the display area to advance to the next character space
    • Now click the 2 key once to type the letter A
    • Click the 7 key 3 times to type the letter R
    • Click the 2 key twice to type the letter B
    • Click the button below the >>> symbol twice to the screen which shows SET and press the button under it.
    • If you make a mistake, click the >>> symbol once to get to the button for the DEL (delete) function or twice to get to the button for CANCEL to start over.

Notes

• Some types of headsets may be useful depending on your environment; call quality, especially echoes, may be present if using the built-in computer audio functions.
• If your office phone has voicemail, that will be displayed at the top of the page, but I don't believe it is working correctly at the moment.