MXIE User`s Guide (2.2.0)
Contents
1. device ID An unmanaged device is a device that is connected to the MX but is not listed in the MX device database and is not assigned an MX device ID Unmanaged devices can perform voice calls using system resources if its address of record is configured as a registered contact A registered contact is either amanaged device that the MX administrator has assigned to your user account an unmanaged device that has an address of record that is constructed with either your user name or extension and with the domain name of your MX system Address of record examples with this construction include Charlie Smith company com and 7879 company com Version 2 2 0 7 MXIE User s Guide Binding a Phone A MXIE instance can manipulate voice calls through a registered contact regardless of its binding status A MXIE instance can initiate voice calls and handle multiple voice calls only through SIP devices to which it is bound MXIE instances can be bound to only one device at a time The Bind a Phone window binds a MXIE instance to a SIP device To access the Bind a Phone window Main Menu select File Bind To Status Bar press the binding status text The text in the top panel indicates the binding status and to which device if any MXIE is bound This panel refers to a SIP device either as a device or as a contact Device MXIE is bound to a managed device You can bind to any managed device that has not been2. intervention options include Silent Monitor The supervisor listens to both sides of an agent call Neither party is aware of the supervisor s presence Whisper The supervisor can listen to both sides of the call and speak to the agent The other party is not aware of the supervisor s presence 16 Manual Part 90 18004 MXIE User s Guide MXIE User Bonnie Hopkins Sunnyvale File Actions View Help SSeS SxK LASUR REAR DA Bonnie Hopkins Buddies A Adam Pierce IK Charlie Smith A Dana Thomas Agent Sales K Evan Wayne D Susan Johnson 00 35 K Frances Young v Supervisor Tech_Support A Charlie Smith Koy Ringing As 0008EA80000F Available R Figure 12 MXIE Window Barge In The supervisor can speak to both sides of the call To access the Advanced ACD monitors press the arrow icon on the left side of the session control block Supervisor functions are performed from the Advanced ACD monitors Presence Presence allows you to verify the availability of system users The buddy list displays the presence of selected system users The address book displays the presence icons for all system users Presence States Each user is assigned a presence state based on online status and communication availability Users logged into MXIE as an operator or an ACD agent are assigned an additional presence state for that role Presence states are represented by icons Select the icon style that MXIE
3. perform an attended transfer 1 Call the first party 2 Place the first party on hold by pressing the hold button on MXIE Do Not Use controls on the phone to place the call on hold 3 Call the second party 4 To transfer the call Session List right click mouse while pointing at the session block and select Transfer to lt recipient s user name gt Session List press the Transfer session control button Session List drag and drop the session control block to the recipient s address book or buddy list contact In figure 7 Bonnie Hopkins is on hold while David Messenger was called Pressing the Transfer icon T transfers Bonnie Hopkins to David Messenger 12 Manual Part 90 18004 MXIE User s Guide Bonnie Hopkins 04 15 On Hold mM David Messenger 02 34 X Figure 7 Attended Transfer session blocks Park The Park function maintains the state of a call but suspends the conversation Park differs from Hold in that you can retrieve a Parked call from any phone on the system park a call Session List click the right mouse button over the session block and select Park Session List drag and drop the session block into the Park Pickup icon in the toolbar Keyboard type P or p When you park a call the MX issues a two digit call code and a multi digit phone number for retrieving the call T pickup a parked call Toolbar press the Pickup icon enter the two digit call code in
4. restricted by another user through a Device Access Policy File Preferences assignment Contact MXIE is bound to a registered contact The Device Access Policy panel controls access to your registered contacts Softphone The MXIE Softphone allows you to perform voice calls through MXIE without using a hardware device The Softphone utilizes MXIE call appearances for handling individual calls An advanced MXIE license is required to use the MXIE Softphone You access the Softphone by binding it to your MXIE instance You initiate and control Softphone calls through MXIE interface commands Contact Information Formats When entering contact information for a voice call to a device that is connected to the same MX system the following formats are permitted user_name extension user name domain com extension domain com 8 Manual Part 90 18004 MXIE User s Guide When entering contact information for all other devices that can be accessed by the MX the following formats are permitted any valid telephone number recognized by the PSTN and permitted by the MX dial plan any valid SIP address that connects to a voice call device Initiating a Voice Call To dial a number from the MXIE interface the device through which the conversation will take place must be bound to the MXIE instance A MXIE instance cannot properly originate a call if it is bound to a SIP device that has call forwarding or DND ena
5. session control button Session List right click the mouse over the session block and select Hold Toolbar press the Hold icon Keyboard type H or h The phone is silent Although the phone is off hook it does not provide you with a dial tone nor automatically reserve a call appearance When using MXIE to place a call on hold do not perform any operations from the phone before retrieving the call Pressing phone buttons during this time such as a new call appearance button disconnects the first call To retrieve a conversation that is on hold from MXIE Session List right click the mouse over the session block and select Retrieve Session List if visible press the retrieve session control button Toolbar press the Hold icon Keyboard type H or h Version 2 2 0 11 MXIE User s Guide Blind Transfer When performing a Blind Transfer you do not speak with the party to whom you are transferring the call To perform a blind transfer Session List right click while pointing in the session block Session List drag and drop the session block to the address book or buddy list contact that is to receive the transferred call Session List press the Transfer session control button Keyboard type T or t Toolbar press the Transfer icon Attended Transfer In an attended transfer you speak to the party to whom you are transferring the call prior to the transfer To
6. the entry box then press the Pickup button Toolbar press the Voice Call icon Enter the multi digit phone number in the entry box and press the Call button Main Menu select Actions Voice Call enter the multi digit phone number in the entry box and press the Call button Call Recording Call Recording is available to advanced ACD agents or authorized users on a system with an active call recording license MXIE roles that are permitted to record calls display a red recording icon on the right side of all voice call session blocks as shown in figure 8 Version 2 2 0 13 MXIE User s Guide js Figure 8 Session Block with Call Recording Icon To record a call press the recording icon While recording a call the session block extends and displays recording control icons as shown in figure 9 ss Pause Stop Figure 9 Call Recording Block To stop recording press the stop button in the recording block If you resume recording after stopping everything recorded prior to pressing the stop button is deleted To pause recording press the pause button in the recording block If you resume recording after a pause the new recording is appended to the portion recorded prior to pressing the pause button Terminating the Connection To terminate a voice call Session List click the right mouse button over the session block and select Disconnect Session List press the Disconnect button in the ses
7. uses to display your presence from the Toolbar Preferences panel Version 2 2 0 17 MXIE User s Guide User presence states include Available Not Available Busy At Lunch In a Meeting Be Right Back Appear Offline Logged Off No Access and On the Phone Operator presence states include Available Not Available On the Phone and Logged Off ACD and hunt group agent presence states include Available Not Available Active Wrap Up and Logged Off Presence Rules Presence rules define the automatic transitions between presence states Users These conditions trigger transitions between user presence states Available to Not Available triggers if the user s computer is inactive for a period specified in the Presence Preferences panel Available to On the Phone triggers when the user makes or receives a voice call On the Phone to Busy wrap up time triggers when the user terminates a call if the Busy state was entered from the On the Phone state because of that call Wrap up to Available triggers after remaining in the Busy wrap up time condition for a specified period Available to Busy the user has a role as an operator or an agent and is busy within that role Operators These conditions trigger transitions between operator presence states Available to On the Phone triggers when an ACD agent or operator initiates or accepts a call This rule cannot be removed or changed On the Phone to Available trigg
8. In figure 10 a callback icon appears on the right side of the Front_Desk operator partition Operator Front_Desk i EZI Figure 10 Callback Icon To access the Callback panel press the Callback icon When any group member presses the icon it is removed from the partition header of all members of the group You can return the call and report the result of the call from this panel as shown in figure 11 Version 2 2 0 15 MXIE User s Guide Sales Callback Phone Callback 13984241000 Callback Result ODK Number does not exist O Busy O Fas machine O No answer O Answering machine Wrong number wrong person Redial i Redialin lt minutes Figure 11 Callback panel Advanced ACD Groups Advanced ACD groups provide features that are not available to basic ACD operator or hunt groups including call queues supervisor capabilities status monitors and call recording Figure 12 displays the MXIE window for a user that belongs to two ACD groups The session block is active for the Sales basic ACD group The session block is inactive for the Tech_Support advanced ACD group The arrow icon on the left side of the session control block indicates that Tech_Support is an advanced ACD group The Supervisor text that is right of the arrow icon indicates that Bonnie Hopkins has supervisor rights for the group Supervisors can monitor agent activity and intervene in calls that agents are handling Call
9. MXIE User s Guide Introduction MXIE is the software interface by which system users can access MX services and resources This guide introduces the most frequently used MXIE operations Refer to the MXIE User s Manual for detailed information about the interface and all available MXIE functions MXIE User Janie Newsome Fie Actions View Help gt DODF POP K Available Je In a Meeting Main Menu Toolbar Presence Bar Session List Missed Calls RG 1 missed call Messages You have 3 new messages Status Bar o00BEAs0000F Call Handling Rule Status Binding Status Figure 1 5 Not Available Ka Busy JO Be Right Back A Appear Offline Be ai At Lunch Buddies K Adam Pierce A Charlie Smith K Dana Thomas K Evan Wayne K Frances Young Buddy List amp Sales J Bill Lott K Hannah Poulson 5 Kelvin Mason A Mathilda Rollins v Missed Call Icon a VM View Icon Available K Presence Status MXIE Window Version 2 2 0 MXIE User s Guide MXIE Window Components The MXIE users window figure 1 is the primary window for accessing MX services The following sections describe window components Toolbar Each toolbar icon represents a communication method session tool or system utility Press a toolbar icon to perform the associated function Presence Bar The Presence bar provides a button for each presence state specified in the Toolbar Preferences panel File Preferences T
10. The Buddy List displays MX users with whom you are in regular contact You can quickly initiate instant messages chats and voice calls with Buddy List members The Buddy List displays the presence state for all buddies that permit others to view their presence and provides tools to send voice mail to your buddies You can also organize your Buddy List into Buddy groups To add a user to the buddy list open the address book and display the contact list Highlight the name of the person that you wish to add press the right mouse button and select Buddy You cannot modify the buddy list for operator and agent roles To add a buddy group to the list point at the buddy list click the right mouse button and select Create a Group To initiate communication sessions with buddy list members point at a buddy and click the right mouse button Version 2 2 0 3 MXIE User s Guide To perform Buddy Group operations right click on your buddy list and select the desired operation You can drag and drop buddy list members into any group Users can belong to more than one buddy group Status Bar The Status bar is located at the bottom of the MXIE user window The left side of the status bar displays the call handling rule status and the binding status The right side of the bar displays the presence status Instant Messages and Chats Instant Messages and Chats are methods of exchanging text messages with other MXIE users Message W
11. You can receive a voice call through a managed device bound to your MXIE instance amanaged device assigned to your user account aregistered contact When a caller dials your contact information all devices that fit these descriptions are alerted and MXIE displays a session block that lists the incoming contact information or the name of the caller To answer a call Take one of your ringing devices off hook the remaining devices become inactive The session block displays the name or number of the caller the elapsed time and if enabled session control buttons To reject a call Session List click the right mouse button over the ringing session block and select Disconnect Keyboard type D or d To send a call directly to voice mail Session List click the right mouse button over the ringing session block and select Send to Voice Mail 10 Manual Part 90 18004 MXIE User s Guide Session List if visible press the disconnect button in the ringing session block Keyboard type V or v During the Call MXIE can perform control functions on calls that arrive on any device that you can access regardless of its binding status You can perform the following operations during an active call Hold After placing a call on hold you must retrieve the call from the same phone to resume the conversation To place a conversation on hold Session List press the Hold
12. bled To place a voice call from a bound device through MXIE Main Menu select Actions Voice Call enter the contact information in the entry box and press the Call button Toolbar press the Voice Call icon enter the contact information in the entry box and press the Call button Buddy List drag and drop a contact into the session list or the toolbar voice call icon Address Book or Buddy List right click the mouse over a contact and select Make a Call Address Book drag and drop a contact into the session list or the toolbar voice call icon Call Log right click mouse over a record and select Call Back from the menu To initiate a conference call from a bound device through MXIE Toolbar press the Conference icon Main Menu select Actions Conference Buddy List Drag a Buddy Group into the Session List or onto the Conference icon in the toolbar Version 2 2 0 9 MXIE User s Guide After you initiate the call the MXIE window displays a session block that represents the call Figure 6 displays session blocks at the various stages of a voice call the top block was displayed after dialling the contact and before the call is answered the bottom block was displayed during the phone conversation Bonnie Hopkins X Voice Call Initiating Ringing T Session Block Bonnie Hopkins 07 49 X Voice Call in progress R m wy Session Block Figure 6 Phone Call Session Blocks Receiving a Voice Call
13. ce Mail Session List if visible click the You have new voice messages text Mail Box Directory The Mail box directory is located on the left side of the window Mail folders store voice mail messages Mail box service options create copy move delete or compact the voice mail folders System folders Inbox or Deleted cannot be moved or deleted Version 2 2 0 19 MXIE User s Guide Voice Mail Meztages Call Recording Deleted Fax Inbox 3 Outgong Fax Sent Fax inbox E Sales From Bonnie Hopkans 3984526160 3304270660 Dana Thomss Finos Young Hannah Poulson Chache Smith Receved Lengh 9 20 2004 12 21 58 PM 00 26 9 20 2004 125600 AM 00 15 9 20 2004 10 54 17 AM 9 79 2004 11 44 38 AM 004 40000 PH 9 18 2004 40046 PM 9 16 2004 8 16 10 AM 0012 on4 00 0054 00 23 pestor Front_Deck E Fe inbox New Bow Supervisor Sales Fox Inbar Agent Tech Support Play Panel Mall Box Message Comment Directory List Hox Figure 13 Voice Mail Window To access mail box services right click the mouse over the mail box directory Message List The right side of the Voice Mail window displays all voice messages and faxes stored in the mail box selected in the Mail Box Directory panel Message service options allow you to listen to reply to and forward your messages and perform message management tasks New messages are displayed in bold typeface saved messages are
14. contact list Press the arrow to add a New Address Book to the Book Tree Import Book 3 imports data file contents into the current address book Delete 4 removes the selected entity either a book from the book tree or an entry from the contact list Options 5 accesses the Address Book Settings window Press the arrow to sort the Address Book contacts 22 Manual Part 90 18004 MXIE User s Guide Search box 6 finds users in the contact list Book Tree The book tree displays your address books The contact list displays the content of the book highlighted in this panel The book tree always displays the MX Directory derived from the MX user list and the Local Address Book you cannot edit move or delete these books The Show Hide Book Tree button is depressed when the book tree is displayed and is not depressed when the book tree is hidden To change the display status of the Book Tree press the Show Hide Book Tree button To add new books to the book tree press the New Entry arrow To delete books from the book tree press the Delete button After creating new address books you can move them within the book tree by using drag and drop operations Contact List This list displays the contact names and information stored in the current address book as designated by the book tree Editing the Contact List To edit an entry double click the contact to access the Entry Information dialog panel T
15. displayed in regular typeface To access message services right click the mouse button while pointing in the Message List To alter the saved status of a message select the message and access message services Press Save to change an unread message to a saved message Press Mark as Unread to return a message to new status To move a message into a mail box Drag and drop a message from the message list or a mail box into the desired mail box 20 Manual Part 90 18004 MXIE User s Guide To copy a message into another mail box Press the Shift key while moving a message into the desired mail box To forward a voice message to another user right click on a message title and select Forward or drag and drop a voice message title line into an address book entry or buddy list contact To reply to a voice message from another system user right click on a message and select Reply To save a comment with the highlighted message click in the comment box to the right of the folder amp pencil icon then type a text message To listen to a voice message or display a fax double click on the desired message or select the message and press the play button in the play panel To send a voice message click the right mouse button while pointing the recipient and select Send a Voice Mail To send a fax click the right mouse button while pointing the recipient and select Send a fax Voice Mail Settings The Voice Mail Settings pa
16. e recipient accepts the invitation Receiving a Chat Invitation When you receive a chat invitation MXIE displays a chat invitation block in your session list and a popup dialog panel next to your system tray To accept a chat invitation Chat Invitation Block right click the mouse and select Accept or if visible click the answer button System Tray press Answer in the popup dialog panel Charlie Smith disconnect button lt Chat invitation O answer button Figure 5 Chat Invitation Session block To reject a chat invitation Chat Invitation Block right click the mouse and select Reject or if visible click the disconnect button System Tray press Reject in the popup dialog panel 6 Manual Part 90 18004 MXIE User s Guide Keyboard type RK or tr If you have multiple session blocks in your session list highlight the appropriate block before accepting or rejecting the chat invitation To terminate a chat session Session Block right click the mouse and select Disconnect or if visible press the disconnect button Message Window right click the mouse and select Disconnect Keyboard type D or d Toolbar select the session block and press the Disconnect icon Voice Calls You can send and receive voice calls through any SIP device that supports voice communication Device Management A managed device is listed in the MX device database and assigned an MX
17. ers when an operator terminates a call Available to Not Available triggers when the user changes to a state specified by the ACD and Operator User Preferences window 18 Manual Part 90 18004 MXIE User s Guide ACD and Hunt Group Agents These conditions trigger transitions between agent presence states Available to Active triggers when an ACD agent initiates or accepts a call This rule cannot be removed or changed Active to Wrap up triggers when an agent terminates a call Wrap up to Available triggers after remaining in the wrap up state for a period specified by the ACD and Operator User Preferences window Available to Not Available triggers when the user changes to a state specified by the ACD and Operator User Preferences window Manual State Transitions To manually change your presence state Presence bar Press a presence state icon Status bar Press the Presence Status text to access a menu that lists the available states When MXIE displays an operator or agent role this menu provides a global option that sets the presence state for all roles Manually entering any state except Available disables any presence transition rule that defines an automatic method of leaving the state Voice Mail This window displays organizes and manages your voice messages and faxes To access the Voice Mail window from the MXIE user window Toolbar Press the Voice Mail icon Main Menu Select View Voi
18. he depressed button indicates your presence state You can change your presence state by pressing a presence bar button Session List The Session List is separated into role partitions containing the session blocks that represent your open communications sessions You can perform session control functions through keyboard shortcuts session control buttons or drag and drop operations Keyboard Shortcuts Figure 2 lists the available MXIE keyboard shortcuts Key Operation Aora Accepta chat invitation Dord Disconnect a chat session or voice call Horh Place an active voice call on hold or retrieve a call on hold Porp Park an active call Rorr Reject a chat invitation Tort Transfer unattended voice call Vorv Send an incoming voice call to voice mail Figure 2 Keyboard Shortcut definitions 2 Manual Part 90 18004 MXIE User s Guide Session Control Buttons Session control buttons when enabled in the Calls Preferences panel are located on the right side of each session block MXIE provides the following session control buttons me xI 12345 Figure 3 Session Control Buttons Transfer 1 sends a voice call to another user Hold 2 places a voice call on hold Disconnect 3 rejects a chat invitation sends an incoming voice call to voice mail or disconnects a session Answer 4 accepts a chat invitation Retrieve 5 resumes a call previously placed on hold Buddy List
19. indow The message window exchanges text with other MXIE users Address har RNa E hy aenteh DE 12 34 21 PM 9 16 2004 Bonnie Hopkins says Congratulations on your promotion 12 34 39 PM 9 16 2004 Mark Cotton says Thanks appreciate your support over the past several months 12 34 53 PM 9 16 2004 Bonnie Hopkins says Text panel When do you start at your new position 12 35 05 PM 9 16 2004 Mark Cotton says Two weeks from Monday Good luck Input panel Send button Figure 4 Message window 4 Manual Part 90 18004 MXIE User s Guide Message Window Components As shown in figure 4 this window comprises four components Address bar displays the recipient s name and the message type Text panel displays previous messages each preceded by the sender s name and the transmission time Click the right mouse button in this region to copy clear and select all panel text Input panel displays text that you are preparing to send An adjustable splitter bar divides the Text panel and the Input panel Send button transmits input to the recipient and the text panel To adjust the time and date format and the Send button function select File Preferences to access the Chat and IM user preferences panel Docking Message Windows Message windows can be docked into a single window The new window contains one tab for each component message window Message windows can be docked only for the same ty
20. nel changes your active greeting and displays your voice mail storage capacity To access the Voice Mail Settings panel press the icon on the left side of the play panel Message Notification The MX can send an email to notify you of any incoming voice messages and faxes Notification rules determine how you are notified of incoming messages To view and edit your notification rules select File Preferences Notification Address Book The Address Book window shown in figure 14 accesses the MX user directory and supports the creation of personal address books Version 2 2 0 21 MXIE User s Guide Toolbar Addres Book Janie Newsome Bonnie Hopkins A Bill Low Fist Borne Frat Lax Mopkine Last Business 514 Buimess 365 SIP Sorese Hopkne campbec SP Ba Lot sarplecomp com Otis Johnson A Marilyn Lace A Fist Otis Firat Main Lot dohnron Last Luce Business 382 Buwress 3588 SIP Otiz Johecorn sanplecom se Hain Luce samplecarp Susan Johnson A Kelvin Macon A Fast Sutan Frat Keii Local Address Book Lar d T Last Mason Burress w68 Bumess x56 SIP Susan Johmon sanplec SP Kelvin Mssor tsanplecom Directory 49 entries Book Tree Contact List Figure 14 Address Book window Toolbar The following is a description of the Toolbar buttons ela x s y 1 2 34 5 6 Figure 15 Address Book toolbar Show Hide Book Tree 1 toggles the Book Tree display status New Entry 2 adds an entry to the
21. o delete an entry select the entry and press the Delete button To add an entry press the New Entry button on the address book toolbar To import data file contents into an address book press the Import Book button in the address book toolbar Search for a contact Type the first or last name of the contact in the search box and press the enter key Search box contents are case sensitive Press the enter key again to resume the search Select the data fields displayed for each entry Access the Shown Entry Properties panel of the Address Book Settings window by pressing the Options button in the toolbar Version 2 2 0 23 MXIE User s Guide MXIE Operations To perform MXIE operations from the Contact List access an operations panel figure 16 by right clicking the mouse while pointing at a contact First Bonnie Last Hopkins i i Dusmaas 2F1A i i 1 Business 3514 2 Home 398 742 1221 Initiate a Chat 3 SIP Bonnie Hopkins samplecomp com Send an Instant Message Send an E mail Send a Voice mail Send a Fax Buddy T Change Alert Open Select All Ctrl A gt Figure 16 Contact Operations panels 24 Manual Part 90 18004
22. pe of messages an instant message window cannot be docked to a chat window Instant Messages An instant message is a single text message To send an instant message Toolbar press the instant message icon and type the recipient s extension or user name in the resulting dialog box Main Menu select Actions Instant Message and type the user name or extension of the recipient in the resulting dialog box Buddy List double click on the recipient s icon Address Book or Buddy List right click the mouse over the recipient s name and select Send instant message Address Book or Buddy List drag a buddy list icon or address book entry onto the instant message icon in the toolbar Version 2 2 0 5 MXIE User s Guide When you receive an instant message MXIE opens a message window The message persists until you close the window Chat Sessions A chat is a series of messages exchanged between two parties To initiate a chat session Toolbar press the chat icon and type the extension or user name of the recipient in the resulting dialog box Main Menu select Actions Chat and type the user name or extension of the recipient in the resulting dialog box Address Book or Buddy List right click the mouse over the recipient s name and select Initiate a Chat Address Book or Buddy List drag the recipient s buddy list icon or address book entry onto the toolbar chat icon MXIE opens a message window if th
23. sion block Toolbar press the Disconnect icon SIP Device place the device on hook Call Handling Rules Call handling rules manage incoming calls that you do not answer 14 Manual Part 90 18004 MXIE User s Guide To view and edit your call handling rules Main Menu select File Preferences Call Handling Status Bar press the Call Handling Rule Status icon Operators and ACD Agents In addition to logging into MXIE through your user role you can also log into any of the ACD or Operator Groups to which you belong MXIE opens a role partition for each group to which you login MXIE provides features for ACD agents and operators that either differ to those available to users or are not available to users Callback The MX Voice Mail system provides an option that allows callers who are unable to reach an operator ACD agent or hunt group agent to leave a phone number This callback number is inserted into a panel that is accessible by members of the group that received the call When a caller is unable to connect to a member of an operator ACD or hunt group the voice mail system allows the caller to leave either a voice mail message or a callback number After the caller leaves a callback number a callback icon appears in the partition header of each member of the group that is logged onto MXIE The callback icon remains on the partition header until one member of the group accesses the Callback panel
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