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Getting Started with Outlook Click to Dial

IP Phone Requirements

Please ensure you are using a compatible Cisco IP phone. Refer to Cisco's Development Notes, table 3-1, for the complete list of supported phones. The phone must support CiscoIPPhoneExecute to be compatible with Outlook Click to Dial.

Please note, Outlook Click to Dial is designed exclusively for Cisco IP phones. Unfortunately, it is not compatible with any non-Cisco phones. We'd recommend contacting your IP phone vendor for solutions compatible with other IP phones.

If running Cisco Unified Communications Manager Express (CME), note that we support version 7.0 or later. Version 8.6 or later is strongly recommended. The required commands in IOS exist in version 12.4(15)XZ (CME 4.3) and version 12.4(20)T (CME 7.0) or later, but we only guarantee support for CME 7.0 or later.

For non-Cisco IP PBX systems, our Cisco XML Authentication service is usually required. For Cisco Unified Communications Manager (CUCM), if XML access is not already set up, your CUCM administrator will need to enable it. Configuring CUCM is beyond the scope of this guide, but the user account will need Standard CTI access to the specific IP phones that they will be using with Outlook Click to Dial. Skip to the section Verifying IP Phone Authentication to check if CUCM is set up correctly.

System Requirements

Before running the installer, ensure these pre-requisites are installed and you are using a compatible operating system.

Outlook Click to Dial Add-in for Outlook 2013/2016

Most users should use the 32-bit (x86) version, even on a 64-bit operating system. The x64 version is only for the 64-bit version of Office. Most environments use the 32-bit version of Office.

Outlook Click to Dial Add-in for Outlook 2010

Most users should use the 32-bit (x86) version, even on a 64-bit operating system. The x64 version is only for the 64-bit version of Office. Most environments use the 32-bit version of Office.

Microsoft released an update on 15 December 2015, KB3114409 with a bug which will block all add-ins by causing Outlook 2010 to always start in safe mode. The fixed version of this update is KB3114560 and we strongly recommend installing the latest version. If you are unable to upgrade to KB3114560, you must uninstall KB3114409 for compatibility with Outlook 2010.

Outlook Click to Dial Add-in for Outlook 2007

Outlook 2007 is 32-bit only so only one download is available for Outlook 2007.

Multiple Versions

Installing more than one version on the same machine is not supported. If you have multiple versions of Office installed (not recommended), install the Outlook 2013 version only. If you have both the 32-bit and 64-bit versions of Office installed (which is also not supported), install only the x64 version.

Except as above, install only the version which matches the version of Outlook which is installed. Installing mismatching versions is unsupported and is likely to cause unpredictable behavior.

If the wrong version or multiple versions are installed in error, uninstall all versions and reboot the system before re-installing the correct version.

Installing the Outlook Add-in

Download the appropriate version for the version of Outlook you are using. Remember that even on a 64-bit platform, the 32-bit version of Office is normally used. The x64 version should only be used with the 64-bit version of Office. With a 32-bit version of Office on a 64-bit operating system, use the x86 version.

Ensure that Outlook is completely closed with the notification area icon not visible, before proceeding.

Run the installer by clicking through the wizard. There are no installation options other than the destination folder.

Outlook Click to Dial Add-in for Outlook 2013 Setup Welcome

Configuring Cisco Unified Communications Manager Express (CME)

If you're using Cisco Unified Communications Manager Express (CME), a small amount of additional configuration may be required. With Cisco Unified Communications Manager Express (CME), you can also use the MAC lookup feature.

See the Knowledgebase Article for the commands necessary to configure CME.

Verifying your IP Phone Setup

You must know the IP address of your IP phone before proceeding. If you wish to use the MAC lookup feature, you will also need the MAC address. See this Knowledgebase Article for instructions on finding the IP address and the MAC address.

For Cisco SPA series phones (e.g. SPA525G/SPA525G2), an additional setting needs to be configured. Access the phone settings page in the browser. Select Admin Login at the top then Advanced, then navigate to Voice, Phone.  Find the section XML Service. CISCO XML EXE Enable needs to be set to Yes. (Some older firmware versions do not have this setting and no configuration is required for those versions). Version 7.6.1 firmware requires this setting to be set to Yes.

Cisco SPA500 XML Configuration

Verifying Web Access to the IP Phone

Cisco IP phones have a built in web interface, which you can use to verify that your PC is able to communicate with the IP phone. Open a web browser and enter the IP address in the address bar, for example, if your phone's IP address is 192.168.100.111, enter http://192.168.100.111 or https://192.168.100.111.

If you are able to view the Device Information page in your web browser, network connectivity between the phone and the PC is working. Authentication still needs to be verified. If you are not able to view the Device Information page, the IP phone's built-in web server may be disabled, or network routing may not be configured correctly. Test network routing by entering the command ping 192.168.100.111 at a command prompt, where 192.168.100.111 is the phone's IP address.

If the ping test succeeds but the Device Information web page cannot be displayed, verify the PBX configuration. If you are using CME, verify web access is enabled by entering the following commands:

telephony-service
service phone webAccess 0

Verifying IP Phone Authentication

The next step is to verify that you are able to authenticate with the IP phone. Enter the address http://192.168.100.111/CGI/Screenshot or https://192.168.100.111/CGI/Screenshot in your web browser, where 192.168.100.111 is the IP address of your phone. (Note this test will NOT work on SPA500 series phones.)

You should be prompted for a username and password (except if using the UC320). If not, ensure that XML access enabled in CME by following the steps in this Knowledgebase Article. If using Cisco Unified Communications Manager (CUCM), ensure that the user is associated with the device. Enter the phone username and password. In the sample configuration in the knowledgebase article, the user phoneuser with password cisco are used.

If the PBX and/or phone are correctly configured, a screenshot of the phone should be displayed in the web browser.

Configuring the Outlook Add-in

Open Microsoft Outlook and open an existing Contact or create a new Contact. Click the Options button in the Outlook Click to Dial section at the end of the ribbon.

In IP Phone section, enter the username and password you used in the previous step, "Verifying IP Phone Authentication", unless you are using the Cisco UC320. The UC320 does not use the username and password, so any value can be entered.

If you are not using Cisco Communications Manager Express (CME), you must select the option Connect directly to the IP Phone. If you are using CME, it is recommended to test with the Connect directly to the IP Phone method first.

Enter the IP address or DNS name of your IP phone in the IP Phone Hostname / IP Address field and click Test IP Phone Connection.

Outlook Click to Dial Options

If the test completes successfully, you may additionally configure the MAC address lookup feature if using Cisco Unified Communications Manager Express (CME). If you are using Cisco Unified Communications Manager (CUCM) or another PBX, the MAC lookup feature will not work. The username and password specified at this step may be different. In the example CME configuration, the username is adminuser and the password is cisco. Additionally, you need to provide the IP address of CME (not the IP phone), which must also be accessible from the PC.

Configuring Dialing Rules

The dialing rules are designed to allow numbers stored in different formats in your Outlook contacts to be successfully dialed on the IP phone, taking into account the PBX's numbering plan. If a number stored in your Outlook contacts is not in E.164 format (with a plus sign at the front, e.g. +61 2 8071 3100), it will be prefixed with the Outbound Dial Prefix, but otherwise dialed as is. The other settings are used to convert numbers stored in E.164 format into a format the PBX can understand.

Some experimentation may be necessary depending on the configuration of your PBX and the exact dialing plan, however here are some recommendations:.

  • If your PBX supports E.164 dialing, it is recommended to enable E.164 dialing, which will let the PBX process E.164 numbers as necessary. However, most PBXs do not support E.164 dialing. You can test whether the PBX supports E.164 dialing by creating a contact with an E.164 number and attempting to dial it with the option enabled.
  • The sample configuration in the screenshot above is the recommended configuration for Australia with area code of 2 for New South Wales.
  • Most PBXs will require an Outbound Dial Prefix of either 9 (typically used in the United States) or 0 (typically used in Europe).
  • The International Dial Prefix is typically 00 (for Europe) or 011 (for the United States).
  • The Trunk Prefix is used in countries where the area code must be prefixed with a zero to dial a long-distance number from within the same country, for example, the 2 or 3 area codes are dialed as 02 or 03 from within Australia, but the E.164 number does not include the zero.
  • The National/Special Number Prefix is not necessary for most countries. Numbers beginning with this prefix will be dialed without using the Trunk Prefix. For example, 13, 1300 or 1800 numbers in Australia are dialed this way.

There is some information regarding Country Codes, Trunk Prefixes ("Trunk Codes") and International Dial Prefixes ("Exit Codes") at the external site HowToCallAbroad which may be useful in configuring these settings.