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Phone Manager User Guide - Adept Communications Ltd

1. The incoming caller will be transferred to the User s Voicemail ns ae a Hang up Tag a Transferred Call Identify a transferred call with a text description Click or press F2 Enter the number and name as per Transfer a Call In the Tag box type in the description Continue the transfer as per Transfer a Call Ae oS NA This text will appear with the call under the Tag column in the Call Status pane Create a Conference Call 1 Make an outgoing call as per Make a Call or answer an incoming call Place Call On Hold Place a call to a third party or answer another incoming call Place the current caller on Hold Ce 0 Repeat steps 3 and 4 until all members that are to join the conference are on hold 6 Click ttt or from the Functions Menu select Conference 7 The Conference tab will appear in the Call History pane You can also create a conference call by drag amp drop Make an outgoing call as per Make a Call or answer an incoming call Select the Speed Dial user you want to create a conference with Drag the Speed Dial to the Call Status area of Phone Manager A A ES The Conference tab will appear in the Call History pane and all parties will be connected together Remove a Member from a Conference Right click the Conference member in the Conference tab and select Hang Up Phone Manager User Guide Page 61 IP Office 3 0 40DHB0002USAR Issue 12 2nd February 2005 Phone Manager User Guide
2. End a Call 59 F Follow Me To Number 27 Forward hunt Group Calls 27 Forward Number 27 Forward on Busy 27 Forward on No Answer 27 Forward Unconditional 27 46 Forward Your Calls to Another Location 67 Forwarding 27 From 10 Function Keys 48 G Getting Started 8 H Hands Free Operation 48 Hide on Close 29 Hide on no Calls 29 Hints amp Tips for System Administrators 75 In 13 Instant Messaging 37 Introduction 5 IP Soft Phone 49 M Make a Call 57 Make a Call using a Directory Entry 55 Make a Call Using a Speed Dial 73 Make a Call with an Account Code 64 Making a Call with an Account Code 64 Media File 25 Messages 16 Missed 15 N Name 25 New WAV 25 Number 10 25 O Off Hook Operation 28 Out 14 P Park a Call 62 Park ID 29 Password 8 PBX Address 8 PBX Configuration Information 23 PC Softphone Operation 49 Personal Distribution Lists 38 Phone Manager 29 PIN Restrictions 58 Place a Call on Hold 59 Place Call On Hold 59 Play Sound 29 Pop External Program 29 Pop on Answer 29 Pop Outlook 29 Page 81 40DHB0002USAR Issue 12 2nd February 2005 Profile 40 Q Queue 20 Queue ID 29 R Receive a Call 59 Reclaim a Call 62 Redial a Number 59 Remove a Conference Member 61 Remove a Member from a Conference 61 S Screen Pop 31 Script 20 Script File 25 Select the Tabs to Show in Call History 70 Set a Do Not Disturb Exception Number 68 Set an Absent Message 64 Set Do
3. 2005 Phone Manager User Guide Turn Off Hook Operation On Off Off Hook operation allows the phone to be controlled via the Phone Manger Pro without having to physically lift the handset on or off the cradle When using a Hands Free phone and or headset the phone should be left off hook permanently 1 Click El 2 Select the Telephone tab 3 Select the Off Hook Operation option click in the box Select the Tabs to Show in Call History 1 Click E 2 Select the Phone Manager tab 3 Select the options required e Show all displays call information for all incoming and outgoing calls e Show in displays call information for incoming calls e Show out displays call information for outgoing calls e Show missed displays call information for unanswered incoming calls e Show messages displays number of messages in Voicemail Create a Speed Dial There are a number of ways to Create a Speed Dial in Phone Manager e You can add a new Speed Dial Group member e You can add a user from the IP Office Directory This lists all users connected to your IP Office telephone system Page 70 Phone Manager User Guide IP Office 3 0 40DHB0002USAR Issue 12 2nd February 2005 How To a Speed Dial Group Member a 10 11 12 13 In the Call History pane Select the Speed Dials tab Select the Speed Dial Group you wish to add the speed dial Right click within the select Speed Dial Group window Select Ne
4. Administrator If you are a member of a Hunt Group you can also forward Hunt Group calls to this location See also Transfer Back to Forwarded Extension eo o J 6 Click E Select the Forwarding tab Enter the internal or external number into the Forward Number box Select the Forward option you require click in box e Forward Unconditional forward all calls except Hunt Group calls e Forward On Busy forward calls when your phone is busy e Forward On No Answer forward call when your extension is not answered e Forward Hunt Group calls forward all Hunt Group calls Click OK or press Enter The title bar of Phone Manager Pro indicates that a Forward option has been set To cancel A A 2 YS Click on Ej Select the Forwarding tab Remove the Forward option by clicking in the relevant box to remove the check The number in the Forward Number box can be left for future use or deleted Click OK or press Enter Phone Manager User Guide Page 67 IP Office 3 0 40DHB0002USAR Issue 12 2nd February 2005 Phone Manager User Guide Set Do Not Disturb DND This feature will ensure your phone does not ring when incoming calls are received The caller will get the Busy tone or be passed to Voicemail aoe oa YS Click El Select Do Not Disturb tab Select Do Not Disturb option click in box Click OK or press Enter The title bar of Phone Manager Pro indicates that DND is set To cancel A PAN click UE
5. Call Park Area click on the Park button displaying the parked call 2 You will be connected to original caller Tag a Parked Call Identify a parked call with a text description 1 Before parking the call right click on the Park button required 2 Enter the description in the Call Tag Form 3 The call will be parked and the description will appear on the Park button Page 62 Phone Manager User Guide IP Office 3 0 40DHB0002USAR Issue 12 2nd February 2005 Call Handling Call Tag Form Use this form to enter the description you wish to appear on the Park button to identify this call Answer a Call You will be notified that there is an incoming call to be answered by either Phone Manager Pro popping to the front of your screen a ringing sound from your PC speakers the Phone Manager Pro Task Bar Icon flashing or the fact that your phone is ringing Use the Answer Incoming Call button to answer the waiting call 1 The incoming call will appear in the Call Status pane 2 Click or select incoming call by pressing the Enter key or in the Functions Menu select Answer Note The icon is only illuminated if Off Hook Operation is set Answer a Call Waiting If the Call Waiting option has been set under Configure Preferences you will be notified that there is an incoming call to be answered Use the Answer Incoming Call button to answer the waiting call 1 The new incoming call will appear in the Ca
6. Click Login To connect to an Audio Conference call the Conference Bridge number and follow the audio prompts Alternatively if Voice Conference Notification VCN is set by the conference host the IP Office Conferencing system will call you inviting you to join the conference If you accept the invitation you will be prompted to enter the conference ID and PIN Help Menu The Help menu gives access to a number of Help options e Contents This function will open the Phone Manager help system at the contents page e Search for Help on This function will open the search tool within the Phone Manager help system e About This displays the version of the Phone Manager application e Product Tour This function will launch an interactive Product Tour allowing you to investigate and learn about the Phone Manager application e Video Tutorials This function will list a number of Video Tutorials Each tutorial provides an interactive demonstration of the capabilities of the Phone Manager application Page 50 Phone Manager User Guide IP Office 3 0 40DHB0002USAR Issue 12 2nd February 2005 Configuration Configuration Configuring your Preferences You can decide how your calls are going to be handled by setting your personal preferences as follows e Take Your Calls from Another Extension e Forward Your Calls to Another Location e Set Do Not Disturb DND e Seta Do Not Disturb Exception Number e Transfer Back to Forwarde
7. Collect Your New Voicemail Messages 1 Select the Messages tab on the Call History pane 2 Double click on the Voicemail box you would like to access this will either be your personal Voicemail box or the Voicemail box for the Hunt Group of which you are a member or Right click and select Call Voicemail 3 If the phone is On Hook it will ring once the Voicemail Server has been contacted Pick up the phone and listen to your messages Depending on how your telephone had been configured the speakerphone may automatically come on If you are using Phone Manager Pro with Voicemail Pro in IP Office or Intuity mode you can use the voicemail control buttons to navigate through the messages 4 Ifthe phone is already in the Off Hook state you will be connected to the Voicemail server as soon as it is located Reclaim a Call After you have transferred a call to another number you can reclaim the call back to your own phone 1 In the Functions Menu select Reclaim or press the Subtract key Number pad minus sign Note You can only reclaim a call that has been presented to a Phone Manager user Park a Call 1 In the Functions Menu select Park UnPark or click the required Park button in the Call Park Area 2 The dialed number will appear on the relevant parking icon 3 The caller will be placed on hold 4 You can now make another call or take an incoming call Unpark a Call 1 Inthe Functions Menu select Park UnPark or in the
8. End a Call Note When Phone Manager is in Agent Mode the roles of the F1 and F3 functions are swapped Hands Free Operation The Phone Manager Pro application can be used in conjunction with a Hands Free phone and or headset When using a Hands Free phone and or headset the phone should be left off hook permanently The Off Hook Operation option must be set under the Telephone tab of the Configure Preferences dialogue box All calls are answered transferred queued etc by clicking the appropriate Call Handling Icons and by following the instructions provided in the Make a Call help text Note that under normal operation nothing is heard in the headset when the phone is left in the off hook state Ringing Tone is heard in the headset when an incoming call is presented to the extension Clicking the Answer icon at this point answers the call equivalent to picking up a normal phone When making an outgoing call Dial Tone is heard when the Call button in the Call dialogue box is pressed Page 48 Phone Manager User Guide IP Office 3 0 40DHB0002USAR Issue 12 2nd February 2005 Phone Manager PC Softphone Operation The System Administrator can create VoIP extensions When Phone Manager Pro is associated with a VoIP extension number and Enable VolP is selected in the Phone Manager preferences two additional controls become active Ce e Click the drop down symbol to display a volume slider e Click the main body of either icon t
9. Functions Menu The Functions menu gives access to a number of call handling commands Reclaim This function allows you to reclaim a call that has been accidentally transferred to the wrong person Reclaim works even if the call has been successfully put through even to Voicemail It is also possible to reclaim a call that was originally ringing on your phone and has moved on to the next extension in your Hunt Group Note You can only reclaim a call that has been presented to a Phone Manager user Call F1 The Call function will allow you to make a telephone call to an internal or external number via the Call dialogue box If you are currently on a call this function will give you the Transfer dialogue Dox Answer Enter The Answer function will answer a call when using a phone configured for Off Hook Operation This function is also used to inform the PBX that you wish to be given a call to Answer This will be a call queued for your Hunt Group The call will be displayed in the Call Status pane use the Answer function again to speak to the caller Transfer F2 The Transfer function will allow you to transfer a call to another destination internal or external via the Transfer dialogue box Hold F4 This function will place a call on hold while another tasks is completed This will then allow you to answer or make another call If you wish to ensure you do not receive a call when you have another on hold you can set the Busy O
10. Lite If you want to logon with a different extension number from that of the physical extension click on Login gt gt Check Login Logout and select the number of the Base Extension at which you want to log on When you start Phone Manager you will be logged on at the Base Extension but with the number associated with your User Name When you close Phone Manager you will be logged off and the phone will revert to its Base Extension number 3 Click OK or press Enter 4 Phone Manager PC Softphone users VoIP extension users should also check the Enable VoIP check box by selecting Configure Preferences Phone Manager See Phone Manager Page 8 Phone Manager User Guide IP Office 3 0 40DHB0002USAR Issue 12 2nd February 2005 Phone Manager Phone Manager Main Window 901707364686 Anne Yeb o mew onto E 907971809626 3079718509 307557043176 307557843 6004251 Graeme Clark 001 75205219465 001732052 901 462643035 301 462643 YITHHELD Graeme Price Graeme Price Graeme Price Graeme Price Graeme Price Graeme Price Graeme Price Phone Manager is divided into the follow areas e Call Status e Call History e Call Handling Icons e Call Park Area Phone Manager User Guide IP Office 3 0 2004 5ep My 09 27 42 AM 2O04 Sep Mo 09 27 19 3M 2004 Sep 13 09 26 57 AM 2004 Sep 413 09 26 34 4M 2O04 Sep Ma 09 26 11 4M 2004 5ep 40 05 14 20 PM 00 00 07 00 00 00 00 00 04 00 00 21 00 00 05
11. Local Area Network or in the case of system failure By Default the profile is saved to My Documents Avaya IP 400 PhoneManager Profile Profiles can be saved to another location if required either on your local drive or on your Local Area Network LAN The profile is saved as an xml file This file can be loaded onto another PC running Phone Manager if the file is accessible from that PC Note The name of the profile must match your extension number The Phone Manager will prevent you from loading a profile saved with a different extension number Saving your profile Follow the steps below to save your profile 1 Configure the Phone Manager to suit your preferences 2 From the Configure menu select Profile 3 Click Save Profile 4 Select the location where you want to save your profile To access your profile from another machine it is recommended you save the profile to your LAN for retrieval from another machine on The filename of the profile cannot be changed and must match your extension 6 Click Save Loading your profile Follow the steps below to load your profile 1 From the Configure menu select Profile 2 Select Load Profile 3 Browse your folders and select the Profile which matches your extension number You are unable to load profiles which do not match your extension number 4 Click Open Page 40 Phone Manager User Guide IP Office 3 0 40DHB0002USAR Issue 12 2nd February 2005 Phone Manager
12. Not Disturb 68 Set Do Not Disturb DND 68 Set Outlook Folder 29 Set Ringback When Free 63 SetRingbackWhenF ree 63 Short Cut Keys 30 Show All 29 Show In 29 Show Messages 29 Show Missed 29 Show Out 29 Speed Dials 17 51 Status 21 T Tag 10 Page 82 40DHB0002USAR Issue 12 2nd February 2005 Index Tag a Call 60 Tag a Parked Call 62 Tag a Transferred Call 61 Take a Call Off Hold 59 Take Your Calls from Another Extension 67 Telephone 28 To 10 To Assign an Account Code to a Call in Progress 74 To Make a Call Using an Account Code 74 Transfer 45 Transfer a Call 60 Transfer a Call to Another User s Voicemail 61 Transfer Back to a Forwarded Extension 69 Transfer Your Calls from Another Extension 67 Turn Call Waiting On Off 69 Turn Off Hook Operation On Off 70 Turn Voicemail On Off 69 Turn Voicemail Ringback On Off 69 U Unpark a Call 62 USB Settings 36 User Name 8 Using an Account Code Once a Call is in Progress 74 V Voicemail 20 28 Voicemail Ringback 28 VolP 49 VolP Extension 29 W Working with Queues 65 Phone Manager User Guide IP Office 3 0 Index Performance figures and data quoted in this document are typical and must be specifically confirmed in writing by Avaya before they become applicable to any particular order or contract The company reserves the right to make alterations or amendments to the detailed specifications at its discretion The publication of information in
13. System Administrator Add to Directory Automatically create a Directory Entry from the call information Add to Speed Dial Automatically create a Speed Dial from the call information Add to Outlook Automatically add the call information to the Outlook contacts folder Copy Copy the Number from the selected call onto the PC s clipboard Delete Delete the currently selected call from the call history Clear Clear all the call information listed in the current pane Clear All tabs Clear all the call information listed in the In Out Missed and All panes Please also note that the Add to Outlook feature requires Microsoft Outlook to be installed on your PC and the correct configuration of MAPI please refer to your System Administrator Phone Manager User Guide Page 13 IP Office 3 0 40DHBO0002USAR Issue 12 2nd February 2005 Phone Manager User Guide Out Phone Manager Pro only The Out tab displays all calls initiated from your extension This may be a call manually dialed on the handset or dialed via Phone Manager Pro This tab will display a maximum of 100 calls When the maximum capacity is reached the oldest record is deleted when a new record is added The following options are then available when you right click on a call e Call Number back Call the selected number If the outbound prefix e g 9 is not shown contact your System Administrator e Add to Directory Automatically create a Directory Ent
14. from the call history e Clear Clear all the call information listed in the current pane e Clear All tabs Clear all the call information listed in the In Out Missed and All panes Please also note that the Add to Outlook feature requires Microsoft Outlook to be installed on your PC and the correct configuration of MAPI please refer to your System Administrator Messages The Messages tab indicates the number of new messages in your Voicemail box and for any Hunt Group from which you receive Voicemail ringback e To collect your new messages Double click the Voicemail box you would like to access or right click the required Voicemail box and select Call Voicemail If the phone is On Hook it will ring once the Voicemail Server has been contacted Pick up the phone and listen to your messages If the phone is already in the Off Hook state you will be connected to the Voicemail server as soon as it is located The Voicemail tab will then appear Page 16 Phone Manager User Guide IP Office 3 0 40DHB0002USAR Issue 12 2nd February 2005 Phone Manager Speed Dials The Speed Dials tab allows you to save regularly used internal and external numbers for future use See Create a Speed Dial for details on how to create a Speed dial ES Ez D Bok Jones Brad Trower Dianne Hinde 0 10 639 2 a Graeme Price Home lan Webber There are two types of Speed Dials Internal and External A maximum of 15 for Phone Manager Lite and 1000 for P
15. one Speed Dial is created for the same internal user only one Speed Dial will act as a Busy Lamp Field In order for the Busy Lamp Field feature to operate your PC must be present on the same physical LAN as the PBX please refer to your System Administrator Page 52 Phone Manager User Guide IP Office 3 0 40DHB0002USAR Issue 12 2nd February 2005 Configuration Speed Dial Tooltips In addition to Speed Dials being used as Busy Lamp Fields The Speed Dials have tooltips that can provide status information on a Speed Dial User This is only available to internal Speed Dials 5 Greg F Mame areg Price Humber 4146 Status Mew YoiceMail Forward All Presence Offline Mew YoiceMails 1 Name This is the Name of the user associated with the Speed Dial Number This is the Number of the user associated with the Speed Dial If an Internal user added from the IP Office Directory a name will be displayed here Status The Status shows the current Status of the user The Status displayed can be Idle New Voicemail Busy DND Forward All Multiple Statuses can be shown Presence This will show the presence of a user in relation to a connection to the Instant Messaging The status will change between Online or Offline depending on the users state and settings on the Microsoft Live Server New VoiceMails This will show the number of New Voicemails that the Speed Dial user has This will only be shown if the user has an active voice
16. popped on receipt of the call e Pop Outlook This option looks inside the default Contacts folder within MS Outlook 98 and if the incoming phone number matches a number in one of your Contacts that Contact will pop up Please note that MAPI must be installed on your PC for this facility to be available please refer to your System Administrator for further information e Pop External Program This is a Third party External Program specifier that is executed when normal popping would occur A number of call parameters are passed to the external program when called Refer to the Phone Manager Installation Manual for more information Audio Codec Only Phone Manager PC Softphone users VoIP extension users will see this tab It allows the audio codec of the Phone Manager to be changed to match that set for the extension in the telephone system Please select your preferred audio codec for VoIP e Use the amp keys to select the audio codec required e Select the number of Frame Per Packet e Select Enable FastStart if required Note Phone Manager must be closed and restarted for any change to the Audio Codec tab to take effect Page 32 Phone Manager User Guide IP Office 3 0 40DHB0002USAR Issue 12 2nd February 2005 Phone Manager Compact Mode Phone Manager Pro only Compact Mode allows you to keep Phone Manager on your screen in a considerably reduced mode ma r L _ E A e ES ig r r a 3 I x le j 5 ag Ez r
17. provided in the Call Handling help text Note that under normal operation nothing is heard in the headset when the phone is left in the off hook state Ringing Tone is heard in the headset when an incoming call is presented to the extension Clicking the Answer icon at this point answers the call equivalent to picking up a normal phone When making an outgoing call Dial Tone is heard when the Call button in the Call dialogue box is pressed Hunt Group A Hunt Group is a collection of Users assigned to take specific calls eg Main to take incoming calls to the switchboard Sales to take sales orders Support to handle help desk calls etc A caller can ring one number but the call can be answered by any User that is a member of that Hunt Group You can be a member of one or more Hunt Groups Hunt Groups are created on the main system please refer to your System Administrator MAPI Software required on your PC to enable you to use third party software with your phone eg MS Outlook please refer to your System Administrator Messages The Messages tab indicates the number of new messages stored in your Voicemail box Missed The Missed calls tab lists calls to your extension that have not been answered N No Answer Time The No Answer Time is the amount of time your extension will ring before the call is passed to another location eg to your Forward number to Voicemail to another extension in your Hunt Group etc This time can be
18. set for all extensions or per User or Hunt Group For details on how this has been configured on your system please refer to your System Administrator O Off Hook Operation Off Hook operation allows the phone to be controlled via Phone Manger without having to physically lift the phone on off the cradle When using a Hands Free phone and or headset the phone should be left off hook permanently P Park It is sometimes necessary to temporarily park a call to handle some other task receive a new call or deal with an interruption To aid this the main system has four parking areas These are available to all Users on the system The park areas use Park ID 1 2 3 and 4 The Call Park Area gives a Park button for each Park ID so that a call can be easily parked and unparked by any User on the system by clicking on the specific Park button PBX The main unit providing the telephone service This is configured by your System Administrator R Record This function will record the current conversation your system must have Voicemail Pro Ringback The Ringback function will set a Ring Back When Free on then busy destination extension When the destination becomes free your phone will be called back S Screened Transfer To transfer a call to an internal or external destination and allowing this destination to verbally accept the call before completing the transfer Speed Dials Icons created to store frequently used internal or e
19. take control of their phone calls from their PC To see the features that are available please refer to the comparison table Phone Manager Feature Comparison The following table highlights the difference between the three applications Each of the items are described in detail in the following sections Phone Manager Phone Manager Phone Manager PC Lite Pro Softphone Make and receive calls via Yes Yes the application Configure phone preferences Configure keyboard Yes shortcuts Show the CLI ANI Name Yes Yes Yes display Create Speed dials Yes 15 max Yes 1000 max Yes 1000 max Create Busy Lamp fields via Yes 15 max Yes 1000 max Yes 1000 max speed dial Create multiple speed dial No Yes 10 tabs max Yes 10 tabs max tabs 100 speed dials per 100 speed dials per to group busy lamp field icons tab tab View internal users status Yes Yes Yes e g online Send Instant Messages IM Yes Yes Yes to internal users View the application in No Yes Yes Compact Mode Create a local Phone No Yes Yes Directory View the Call history log for Yes Yes Yes all and missed messages View a separate No Yes Yes incoming outgoing call log Page 6 Phone Manager User Guide IP Office 3 0 40DHB0002USAR Issue 12 2nd February 2005 Getting Started Collect new voicemail messages Have Voicemail box control from the application Intuity and IP Office modes Create Personal Di
20. to be displayed when a call is made to the number entered in the Number field See Script tab Media File Enter the path to the WAV AVI etc file that will be played when a call is received from the number entered above Note that Play Sound must also be checked in the Phone Manager tab of the Configure Preferences menu OK Click this button to add the entry to your personal Directory list Please note that this entry is not saved until you exit the Configure Directory dialogue box Cancel On selecting the Cancel Button all changes made to the current Directory Entry are lost You are then returned to the Configure Directory dialogue box Help Clicking this button launches the Phone Manager Pro Help Text Add Speed The current Directory Entry is automatically added to your Speed Dials tab in Call History Browse for Script Use the Browse button to find the correct file and enter the correct path on your PC or network Browse for Media Use the Browse button to find the correct Media File and enter the correct path on your PC or network Phone Manager User Guide Page 25 IP Office 3 0 40DHB0002USAR Issue 12 2nd February 2005 Phone Manager User Guide e New WAV Clicking this button will allow you to create a WAV file in the Phone Manager Pro default directory e Clear File Clicking this button clears the information in the Media File box Configure Preferences The Preferences option in the Configure menu a
21. 00 00 03 Page 9 40DHB0002USAR Issue 12 2nd February 2005 Phone Manager User Guide Call Status Number A To iH _ f 9017075364606 Anne Web Graeme Price The Call Status pane displays the current state of all active calls incoming outgoing conference and hold e Number Either the incoming telephone number or the telephone number being called will be displayed together with the relevant Call Status Icons In the above example the external call CLI is shown If the call was an internal call then just the extension number is displayed e From This column will display the name that has been associated with the Number in the Directory on the main system please refer to your System Administrator or your local Directory Phone Manager Pro only see Directory Entries e To In this column the name that has been associated with the called number in the Directory on the main system please refer to your System Administrator or your local Directory Phone Manager Pro only see Directory Entries will be displayed e Tag Text to identify the call can be entered here See Tag a Call Note The Call Status display may not always match the display on the handset Call Status Icons The following icons will appear in Call Status to indicate the status of a call to your extension e b Your handset is off hook making a call e This is the call to which you
22. 05 Phone Manager User Guide Clock Type Clock Type allows you to customize the time displayed in the Phone Manager call history pane You can specify multiple formats 12 hour 24 hour and alter the presentation for all calls displayed in the call history pane e 24 Hour Clock Check the 24 Hour Clock check box to show the time in 24 hour clock format e 12 Hour Clock Check the 12 Hour Clock check box to show the time in 12 hour clock format e Time Format The time format drop down box allows you to choose the display of the time in the call history pane The options in this drop down box alter depending on the time format 12 24 hour and the time separator selected e Time Separator The time separator allows you to change the separator between the time denominations Changing the time displayed 1 Select 12 Hour Clock or 24 Hour Clock depending on your preference e The Time Format drop down box will alter depending on your preference Select the Time Format you prefer Select the Time Separator you prefer e The Time Format drop down box will alter depending on your preference 4 After making your selection you can see an example in the bottom left hand side of the Clock Type tab To continue making changes simply make the changes required 5 To confirm your preference click OK 6 You will see the Phone Manager call history pane update all calls listed A visual representation of the time can been
23. 22 Phone Manager User Guide IP Office 3 0 40DHB0002USAR Issue 12 2nd February 2005 Phone Manager PBX Configuration Information This dialogue box allows you to configure Phone Manager to communicate with the telephone system Click OK after entering your details If incorrect details are entered a warning message is displayed UserName Graeme Price Password PAX Address 135 64 160 165 e User Name Enter your extension number eg 207 or User Name eg JohnS This will be given to you by your System Administrator Please note that the User Name is case sensitive e Password Enter your User password This will be given to you by your System Administrator Please note that the password is case sensitive e PBX Address Enter the IP Address of the main system eg 192 168 42 1 This will be given to you by your system Administrator Please note that this can not be a broadcast address eg 299 255 255 255 Phone Manager PC Softphone users VoIP extension users should also check the Enable VoIP checkbox by selecting Configure Preferences Phone Manager See Phone Manager If the information entered is incorrect a warning message appears Choose OK and return to the Configure menu and select PBX In the PBX Configuration Information dialogue box check e Have you entered the correct extension number e Have you entered the correct User Name Have you used the correct case e Have you entered the correct password Have you u
24. A PNR eT ene AN nets A A A A ae Me ENTE cn Se MeN ree 46 callRandling ICONS e en edad Ud LOs 47 FUDCUOMIK SS 48 Hands Eres ODP Tralo nanna o 48 PC SOMDMOMe ODE ad Aa 49 Agent Mode Operation A E N 49 POC Conterepe na Center e osas dao es hates 50 ReDD Me ura tada 50 Contgqura Onoto ona 51 CONTIQUIAg YOUr Preferences idad E 51 Speed Dia Sans isa 51 EXE Mal Speed Dia Squirt as 51 Changing the External Default Number cocoooccoccconconcccncnncconnnnoconcononnonnnnononnnnonnnnnnnonnnnnnnnnnnnonnnnnnnnnannnnnnnaneness 51 internal Specd Dial oda 52 Speed Dial FOODS piba a 53 Edit Spec GN AN 2 OFM godess llo 54 Decio ENGS oar cet eepatatesacet a a a ieee sea cetan oaetoetes inset teuieeousssieeeessateaute 99 Create a Directory ENUY nc 55 Edita DISCO ENYA 55 Delete a Directoy ENUY cerae a A a a e A 55 Makea Call USING a Directory ENUY ia A A E A a A 55 Create a Directory Entry from an Existing Call coooccccoconnoncccnnnnccconnnononnnnonnanonnnnannnnononnnnonnnnnnnnnannnnnnannnnnss 56 Create an MS Outlook Contact from an Existing Call occcooncnncconncnccnocnnnonocononnnconnonononnnnnanonnonancnnnnannnnnnnaninnos 56 STAI IZ MAG racers irae hada sedate odes nee ii 56 dl Ma Cate Uae Reece neer o E E E E eer E rere tetas 57 Makea al e hcl 57 Hands ROS iria 57 PIN RESTICUONS iria a 58 Receive a Call A 59 Table Of Contents Place Gall OM Roura dia 59 TAKS Call OU OC areas aa 59 End a Salsa ds as 59 Realia N
25. AVAYA IP Office 3 0 Phone Manager User Guide Table of Contents Gening Stane PR A 5 NTodUc la A AA 9 Phone Manager Feature Comparison ccoocccccnccccncccnccncnoncncnonnnnnnnnnnnnnnnonnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnenannnnnnnnnaness 6 GENO SIANCO APA o ee ee ene eee ee eee eee 8 LOGGING y ORAR O a a a a a eich Diabeneheiivacleniela des tend aotanebia dag micanDbaSiaueeOania 8 Enone Niall AGO las aaa calcita 9 ME WIN Wear dela da aroun Oi least a 9 Cll SLATS ta dle rol des 10 So A nn o O sglatmastorad ss 11 CAMPANA a ected 21 Contour SE Mello o lin 22 PBX Configuration Information didas 23 Soa ABI A E E AA a NE EE eee A Nee 24 COMIGUIE Preferences eelses aa a ee a e ae aa iea e aida 26 COMPACuIVMOd Suns aii deci 33 Ditto TIME Set caia 35 CIOCK AA A O E O e N ee ee 36 Instant Messadind rd 37 Personal DIS TIBDUUON LISIS a Ad AAA 38 Creating a Personal Distribution LiSt ooccccoccnnnnccocnnncconnnncconcnnnonononnnnonnnnonncnnnnnannnnononnnnnnnnnnnnnnnannnnnnnnnaness 39 Adding members from an existing Personal Distribution Lists o ccccoonncocononnnncnnnnnncnnanonononcnnnnnncnnonnnncnnnononens 39 Default SIZING soso bdiaha 39 A A en ee en ee ce ere eee eee me een ena 40 PACING HONS MON aid toi iii 41 A A eage ce ag A EE ea 43 Call WAC O O OCG sical tia ect eect te lio N toate ces cea 44 A O areca eee cused nce chet wale EAA gtr A A E E tment 45 A 9 1d C A A A A A En er cn Senn Ree AS 45 E A
26. Call Status pane The Call Status pane will then indicate when the call has been answered When you have finished the call the call will disappear from the Call Status pane Tor Ss SS NY A The call will now appear in the Call History pane under the Out tab Phone Manager User Guide Page 57 IP Office 3 0 40DHB0002USAR Issue 12 2nd February 2005 Phone Manager User Guide PIN Restrictions The Phone Manager release 2 1 introduces a feature called PIN Restrictions PIN PIN restrictions work by making the caller enter a PIN before the call is connected PIN restrictions can be associated with types of number being dialed e g International numbers External numbers PIN restrictions will be performed from e Making A Call e Speed dials e Account code Speed dials Making a Call Click or press F1 or on the Functions Menu click Call Enter telephone number or extension in Call dialogue box Click the Call button or press Enter When prompted to do so enter the PIN number a oS YS When a valid PIN code is entered the call will be connected When an invalid PIN code is entered an error message will be displayed 6 Re enter the PIN as prompted If the problem persists Contact your System Administrator 7 The outgoing call will appear in the Call Status pane 8 The Call Status pane will then indicate when the call has been answered 9 When you have finished the call the call will disappear from the Call Status pane 10 The c
27. HB0002USAR Issue 12 2nd February 2005 Phone Manager Conference After setting up a conference from your phone the Conference tab will appear This shows all the members of the conference See also Create a Conference Call To return this member to the conference ensure they are selected in the Call Status pane and click the Conference button To remove a member from the conference right click and select Hang Up Account Codes Phone Manager Pro only It allows you to assign system account codes to calls either when making the call or during existing calls Each icon on the tab can store a name an account code and an optional telephone number The account codes are selected from those available on the telephone system The tab shows two types of icon I a E account Code Without Number Double click to apply the associated account code to an existing call e E Account Code With Number Double click to make a call to the stored number or to apply the associated account code to an existing call Right clicking on this tab or over a particular icon gives access to a number of options e Call Call the icon s stored number e Select Apply the icon s account code to an existing call e New Create a new icon e Edit Edit an existing icon e Delete Delete an existing icon e Small Display the icons in small or large form Door Phone Manager Pro only The Door tab appears in the Call History pane if the Door Release
28. Select Do Not Disturb tab Remove the check from the Do Not Disturb option click in box Click OK or press Enter The DND indicator in the title bar of Phone Manager Pro is removed Set a Do Not Disturb Exception Number You may be expecting an important call and wish to ensure that the call is answered even when you have Do Not Disturb set This incoming number can be entered as a Do Not Disturb Exception 1 Click E Select the Do Not Disturb tab 3 Type the extension number in the DND Exception Number box the variables N or x can also be used N any number of digits eg 01923699N and x one digit eg 22x Click the Add icon 5 The number will appear in the DND Exception List Click OK Remove a Do Not Disturb Exception Click E 1 2 Select the Do Not Disturb tab 3 Select the number to be removed from the DND Exception List 4 Click the Remove button 5 Click OK Page 68 Phone Manager User Guide IP Office 3 0 40DHB0002USAR Issue 12 2nd February 2005 How To Transfer Back to Forwarded Extension If Forward Unconditional is set a forwarded call can not be transferred back to the original destination The Forward on Busy and Do Not Disturb feature can be used to enable this facility For example you wish to forward all your calls to extension 203 You are expecting an important call that will be forwarded to extension 203 however you wish to speak to the caller Extension 203 will be abl
29. Show Messages Causes the corresponding tabs to be displayed in the Call History panel Some menus are only available in Phone Manager Pro e Show Status Controls whether the Status pane comes to the front when a call is answered e Show Cost of Call Shows the costs of the call e Show Account Codes Phone Manager Pro only Shows the account code available Park ID By default each Park button in the Call Park Area is configured for the four system park areas which means a parked call can be picked up at any extension See also Park a Call However you may wish to create personal group park areas where Users can only pick up the call if they know the Park ID maximum 9 characters For example a call parked on the fourth Park button could use Park ID 55 Other users who wish to pick up that call could either configure one of their own Park IDs also for 55 or use a short code for example 38 55 please refer to your System Administrator You can also use text to create a Park ID however another User will not be able to pick up a call parked in this area using a short code Queue ID Phone Manager Pro only The Queue ID tab allows you to select up to two Hunt Groups You will then be able to monitor the number of calls being held in their queues See also Working with Queues The Hunt Group must already exist on the System and must have Queuing enabled please refer to your System Administrator Each drop down box will give a list
30. UM DS A A N 59 Callback an Unanswered Incoming Call ocooocccccncccnccccncccncconncocnnonnnoncncnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnns 59 Tag a Callosa id lit 60 Gleara Gallina As 60 Transter Calc ida 60 BINE Bs 1 fo es aes We r Per eee ee een er eaten OO Cn er CO ne ee ee eee 60 Transfer a Call to Another User s Voicemalil oocooccoocccoccconcooncconconncoonononnnnnnonnnnnnoncnonnnnnnnnancnnnncnnonons 61 lag a ARAS EME onde 61 Creale a Comterence Gall cara A a 61 Remove a Member from a COnterencee sassu ET a A 61 Collect Your New Voicemail Message S oss sae a habe doane eee aydecuiadegaeeenesten 62 Reclama al e OS 62 FAG AN Ma ies cantata vaca tate nd oases ence ila Shc Sask cto ae ents ete dete Cale nba dace abodes Ganesan rent 62 Bay obs i de gt Oc Lene enn een e OS ee eee ee eee eer O A 62 aga Rarked Call dodo lei dada 62 Cala FO Ma a ds a a a a A ee 63 PRIS WG a Gala Ala 63 ANSWera Call VV AIRING tado ese 63 SEERINODICK WAEN EC o ro aio 63 DEF amAbsent MESS ade cia iii odia 64 Making a Call with an Account Code dobla 64 Delete all Calls from the Call History ccoo A dis 65 VVOFKING WIth QUEUE Si a is 65 HOW Osa 67 Take VourGalls trom AnOtner EXIENSION srrsid NA 67 Forward Your Cale to Another Local Mmm rra 67 Sen DO NOD III CIN Dy sa oie da 68 seta Do Not Disturo Exception Numbers as 68 Transfer Back to Forwarded Extension ccocccccccocccocccocnconncocncncnoncconnnonnnnnnconnnonnnnrnnnr
31. User e Server Enter the Server name of the Microsoft Live Communication Server e User name Enter your email account and domain as configured on the Microsoft Live Communication Server e g myname myserver com e Protocol From this drop down list Select the Protocol you are using to connect to the Microsoft Live Communication Server You can choose from TCP UDP and TLS e Password Enter your password associated with your Instant Message profile e Remember Password Check Box Check this box for Phone Manager to remember your password You will not have to re enter your password if this box is checked You can Instant Message a User through the Speed Dial icons in the Speed Dial Call History Pane Note Both Users need to be enabled to send an Instant Message Phone Manager User Guide Page 37 IP Office 3 0 40DHB0002USAR Issue 12 2nd February 2005 Phone Manager User Guide Personal Distribution Lists Phone Manager Pro Only Personal Distribution Lists PDL are lists of mailbox numbers which allow you to distribute messages to groups of mailboxes You can create your own lists and have as private lists or available to other users by making them Public You can create up to 20 lists with a maximum of 360 members per list Select required mailbox List ID fs ura List D List Type e Select required mailbox From this drop down box select the mailbox required The default for this list is your extension You ca
32. a Speed Dial 1 In Call History select the Speed Dials tab 2 Right click the Speed Dial required 3 Select Delete Make a Call Using a Speed Dial There are a number of ways of making a call from a speed dial 1 In Call History select the Speed Dials tab 2 Select one of the methods below e Drag amp Drop Simply Drag the Speed Dial onto the Call Status area The call will then be initiated e Double Click Double Click the Speed Dial you want to call e Right Click the Speed Dial If you want to call a number that is not the Default Number you can right click the speed dial you want to dial and select an alternate number To do this simple right click and select Call Work Phone Home Phone Mobile Fax 3 The Call will appear in Call Status 4 Continue as per Make a Call Note Internal speed dial users will be unable to select Fax ar a Speed Dial to a User s Extension In the Call History pane Select the Speed Dials tab Select the Speed Dial Group you wish to add the speed dial Right click within the Speed Dial Group window select Add User Select the User from the list available in the IP Office Directory Click OK The new speed dial icon will be displayed in the Speed Dial Group Tab where you originally right clicked and selected Add User av oO oe SY Note The Speed Dial number uses the user s name rather than number Phone Manager User Guide Page 73 IP Office 3 0 40DHB0002USAR Issue 12 2nd Februa
33. all History or right click 2 Choose Call Number Back Callback an Unanswered Incoming Call 1 Ifa call is not answered within the No Answer Time the incoming call will appear in Call History under the Missed tab 2 Double click the Call to return the call If the outbound prefix e g 9 is not shown contact your System Administrator 3 Ifthe caller has left a Voicemail message the Messages tab in the Call History pane will indicate you have one new message 4 Double click on the Voicemail information to listen to your message or right click within the Messages tab and select Call Voicemail Phone Manager User Guide Page 59 IP Office 3 0 40DHB0002USAR Issue 12 2nd February 2005 Phone Manager User Guide Tag a Call Identifying a call by giving the call a descriptive tag The tag will appear on the extension called if it has a suitable display If you park the call using Phone Manager the selected Park Button will show the Tag text Calls from a VoIP extension cannot be tagged Click or press F1 Enter the number and name as per Make a Call In the Tag box type in the description Continue the call as per Make a Call oe SY E This text will appear with the call under the Tag column in the Call Status pane Clear a Call If you have a call on hold and start to make another call and then change your mind you can use Clear to cancel the outgoing call 1 In the Functions Menu select Clear or press Esc T
34. all will now appear in the Call History pane under the Out tab Note If you need to redial the number you will need to re enter the valid PIN Speed Dials 1 In Call History select the Speed Dials tab 2 Double click the Speed Dial required or right click the Speed Dial required and select Call 3 When a valid PIN is entered against the Speed Dial the call will be connected When an invalid PIN is entered an error message will be displayed and you will be prompted to re enter the PIN If the problem persists Contact your System Administrator 4 The Call will appear in Call Status Continue as per Make a Call Page 58 Phone Manager User Guide IP Office 3 0 40DHB0002USAR Issue 12 2nd February 2005 Call Handling Receive a Call 1 The incoming call will appear in Call Status Number From To Tac 301707364656 Anne Web Graeme Price Pick up handset to answer call The Call Status pane will then indicate when the call has been answered When you have finished the call the call will disappear from the Call Status pane ae e The call will now appear in Call History under the In tab Place Call On Hold 1 Click a 2 Call Status will then indicate that the call is on hold Number From To Tag J da 9017075364656 Anne iWeb Graeme Price Take a Call Off Hold Click the call in the Call Status pane End a Call Click lt P or replace handset or press End Redial a Number 1 Double click the call in C
35. an one application is selected in the screen pop tab Act 6 0 Goldmine 6 0 Maximizer 7 5 Enterprise Outlook External Program a oe I This means that if both Act and Goldmine is selected only Act will be used for screen pop Phone Number e Internal Check this box to pop the Phone Manager for Internal numbers e External Check this box to pop the Phone Manager for External numbers Phone Mode e Ringing Check this box to pop the Phone Manager when the phone rings e Answering Check this box to pop the Phone Manager when you answer the phone Phone Manager User Guide Page 31 IP Office 3 0 40DHB0002USAR Issue 12 2nd February 2005 Phone Manager User Guide Configuring your Screen Pop Software Follow the instructions below for configuring your screen pop software e Pop Act 1 Enter your Act Database file name dbf 2 Enter the Name of your Act Database 3 Enter your password of the Act Database 4 Click OK The Act Database will need to be open on your desktop The record of the caller will be popped on receipt of the call e Pop Goldmine 1 Enter the path of the Goldmine Server gmw6 exe 2 Click OK The Goldmine Database will need to be open on your desktop The record of the caller will be popped on receipt of the call e Pop Maximizer 1 Enter the path of the Maximizer Server Maxwin exe 2 Click OK The Maximizer Database will need to be open on your desktop The record of the caller will be
36. ar a Busy Wrap Up Allows you to go in and out of busy wrap up state The Status tab shows Busy Wrap Up when in that state e lfthe Busy Wrap Up icon is grayed out cy this mean that you are currently not a member of any group see Select Group below If all your group memberships are removed or disable when in busy wrap up Phone Manager will continue to display Busy Wrap Up until restarted o Eo busy Not Available Allows you to go in and out of busy not available state The Status tab shows Busy Not Available when in that state a sac Group Displays the groups for which you are an available member when not in Busy Wrap Up or Busy Not Available See Agent Mode Estar Recording Click on the icon to Start Recording a call e Stop Recording Click on the icon to Stop Recording a call Phone Manager User Guide Page 47 IP Office 3 0 40DHB0002USAR Issue 12 2nd February 2005 Phone Manager User Guide Function Keys The listing shows the default operation of the function keys All the functions keys can be configured in the Shortcut configuration form e F1 Call See Call e F2 Transfer See Transfer e F3 Account Code See Account Code e F4 Hold Call See Place Call On Hold e F5 Record Not available on all systems e F6 Absent Status See Absent Status e F9 F10 F11 F12 Park Unpark See Park a Call and Unpark a Call e Enter Answer See Answer a Call e Esc Clear e End Hangup see
37. are currently connected e dd The call is on hold e E The number you are trying to ring is engaged e Indicates an incoming call to your extension Page 10 Phone Manager User Guide IP Office 3 0 40DHB0002USAR Issue 12 2nd February 2005 Phone Manager Call History The Call History area of the Phone Manager can show a variety of information What is displayed in the Phone Manager can be configured through the Configure Preferences j 307971509626 907971509 Graeme Price 004 Sep 414 09 41 42 AM 00 00 07 307807943176 907007043 Graeme Price 2004 Sep 414 09 41 07 4M 00 00 00 0004251 Graeme Clark Graeme Price 004 Sep 414 09 39 50 AM 00 00 04 0017120521940 001732652 Graeme Price 004 5ep M4 09 20 55 4M 00 00 21 901462643035 901462643 Graeme Price 2O04 Sep 14 09 27 12 4M 00 00 05 WITHHELD Graeme Price 2004 5ep 14 09 25 00 4M 00 00 03 The Call History pane is divided into the following tabs In Lists all calls received by your extension Phone Manager Pro only Out Lists all calls initiated from your extension Phone Manager Pro only Missed Lists unanswered calls to your extension All List of all incoming outgoing and missed calls Messages Displays the number of new messages in your Voicemail box and for any Hunt Group for which you receive Voicemail ringback Speed Dials To store and create speed dial icons Conference When you set up a conference from your extension this tab displays all mem
38. ars when you go into Busy Wrap Up or Busy Not Available state Whether the Status tab comes to the front when active is controlled by the Show Status option in the Phone Manager settings Note that for incoming calls if a Script file has been configured the Script tab will show for the first 15 seconds after connection Call Park Area It is sometimes necessary to temporarily park a call to handle some other task receive a new call or deal with an interruption To help you control this scenario efficiently the main system has four parking areas These are available for use by all Users on the system The park areas use Park ID 1 2 3 and 4 For example when an incoming caller needs to speak to someone urgently but they cannot be found the call could be parked in slot 1 and the specific user paged to pickup the call on 1 This user can then pick up the call via Phone Manager Pro or via a short code for example 38 1 from any extension The Call Park Area gives a Park button for each Park ID so that a call can be easily parked and unparked by clicking on the relevant Park button This has the added benefit that the original User who handled the call can then see when the call has been picked up as it will disappear from the Park button Park a Call To park a call click on the Park button required click it again to pick up the call While a call is parked it will display the Tag field or if not available will show the source number o
39. ault Number Work Phone Home Phone Mobile Fax 4 The speed dial icon will change Using this speed dial will now use the default number associated with the number selected Phone Manager User Guide Page 51 IP Office 3 0 40DHB0002USAR Issue 12 2nd February 2005 Phone Manager User Guide Internal Speed Dials An internal Speed Dial can also act as a Busy Lamp Field allowing you to see the status of your Speed Dial user g icon shows an internal Speed Dial If the user extension is configured for Instant Messaging the Speed Dial icon will be green a the user extension is Busy the speed dial icon will show a red circle with a white cross on it in the top left corner of the speed dial icon the user extension has Do Not Disturb set the speed dial will show a blue circle with a white cross on it in the bottom right of the speed dial icon E the user extension has Divert set the speed dial will show a green circle with a white arrow on the top right of the speed dial icon E the user extension has a Voicemail message an envelope will be shown in the bottom left of the speed dial icon It is possible for the speed dial icon to show multiple busy messages The examples below show 2 such instances although more are possible SE 3 this example the user extension is Busy and has a Voicemail message D this example the user extension is Busy Do Not Disturb is on and the user extension has a Voicemail message If more than
40. b Select the Speed Dial Group you wish to add the speed dial Right click within the Speed Dial Group window Select Add User Select the User from the list available in the IP Office Directory Click OK The new speed dial icon will be displayed in the Speed Dial Group Tab you originally right clicked and selected Add User Create a Instant Message Speed Dial 1 RS A D N Note In the Call History pane Select the Speed Dials tab Select the Speed Dial Group you wish to add the speed dial Right click within the select Speed Dial Group window Select New Speed Dial Group Member The Speed Dial dialogue box will open Add the details of your contact as required If the user is configured for Instant Messaging the Speed Dial will go green You will need to restart the Phone Manager for the Instant Messenger Speed Dial to take effect Edit a Speed Dial oe NA Mame Bob Jones Number 4145 In Call History select the Speed Dials tab Right click the Speed Dial you wish to change Select Edit The Edit Speed Dial dialogue box will open E rou p P ame fui ni pl EE E i a ivi External Default Number Home Phone iv wiork Phone Home Phone Mobile Fax Fax Mobile PIN Edit the Speed Dial as required Click OK Page 72 Phone Manager User Guide IP Office 3 0 40DHB0002USAR Issue 12 2nd February 2005 How To Delete
41. be displayed in the To field The call can be answered in the normal way 2 Toanswer a call from a specific Queue double click on the Queue name or from the Functions Menu select PickupQueue1 or PickupQueuez To refuse a queued call If you double click on the wrong Queue or are presented with a queued call that you are temporarily unable to deal with you can use the Clear Esc function to refuse the call and return it to the queue Phone Manager User Guide Page 65 IP Office 3 0 40DHB0002USAR Issue 12 2nd February 2005 How To How To Take Your Calls from Another Extension If you wish to take your calls from another location you can instruct the PBX to pass your calls to another internal or external number This option must be set at your extension oS aS YS Click E Select the Forwarding tab Enter the required number into the Follow Me to Number box Click OK or press Enter The title bar of Phone Manager Pro indicates that Follow to has been set To cancel A o Click E Select the Forwarding tab Remove the extension number from the Follow Me to Number box Click OK or press Enter Forward Your Calls to Another Location Your calls can be answered at another location by forwarding your calls to an internal or external number You can decide whether all your calls are to be forwarded or only when your extension is busy or only when your extension is not answered the No Answer Time is configured by your System
42. bers of that conference not shown in the above example Phone Manager User Guide Page 11 IP Office 3 0 40DHB0002USAR Issue 12 2nd February 2005 Phone Manager User Guide For Phone Manager Pro only the following tabs will also appear in the Call History pane when their features are activated e Status Appears when a call is in progress or is in Busy MET Up Busy Not available Time 00 18 e Voicemail During a call to your Voicemail box a tab will display all the messages together with buttons that can be used to control the messages e Queue To monitor Hunt Group queues configured in the Queue ID tab in Configure Preferences e Door To activate a door release configured in the Door Release tab in Configure Preferences e Script Displays the text configured in the Script File field in a Directory Entry e Account Codes Display icons for making calls with accounts codes or applying an account code to a current call Page 12 Phone Manager User Guide IP Office 3 0 40DHB0002USAR Issue 12 2nd February 2005 In Phone Manager Phone Manager Pro only The In tab lists all calls received by your extension This tab will display a maximum of 100 calls When the maximum capacity is reached the oldest record is deleted when a new record is added The following options are then available when you right click on a call Call Number back Call the selected number If the outbound prefix e g 9 is not shown contact your
43. c Fa a ar J L ll Configuring Compact Mode Preferences You can configure a number of options in relation to compact mode e Start in Compact Mode Check the Start in Compact Mode check box to enable the Phone Manager upon start up to start in compact mode by default e Stay in Compact Mode on Receiving a Call Check the Stay in Compact Mode on Receiving a Call check box to enable the Phone Manager to remain in compact mode when receiving a call If not checked when receiving a call Phone Manager will revert to full Phone Manager mode e Stay in Compact Mode after an Outbound Call Check the Stay in Compact Mode after an Outbound Call check box to enable the Phone Manager to remain in compact mode when receiving a call If When clicking the Make Call button on the compact mode main menu will cause compact mode to revert to full Phone Manager mode Activating Compact Mode Compact Mode is only available to Phone Manager Pro users 1 When in full Phone Manager mode compact mode can be enabled by clicking the compact mode glyph This can be found in the bottom right of the Phone Manager main window 2 When in compact mode you can revert to full Phone Manager mode by clicking the compact mode glyph again Using Phone Manager in Compact Mode When using Phone Manager in compact mode there are a number of ways to handle your calls The Slider The slider allows you to manage your calls by providing information about the calle
44. count code to a current call e In Agent Mode the functions of the F1 and F3 keys are swapped F1 becomes account code and F3 becomes call These are the default settings We still recommend that only Avaya telephones are used in call centers Most standard telephones are not designed for normal call center conditions ie the possible high number of on hook off hook actions and key presses Whilst standard telephones are okay in most domestic and business situations they are likely to fail frequently in a call center environment Phone Manager User Guide Page 49 IP Office 3 0 40DHB0002USAR Issue 12 2nd February 2005 Phone Manager User Guide IP Office Conferencing Center The Phone Manager can be integrated with IP Office Conferencing Center This allows you to book a conference and join a web conference To use the IP Office Conferencing Center system Internet Explorer 5 5 or above is required It is only available if permission is specified by your System Administrator and the IP Office Conferencing Center system is available to you e To book a conference click the Icon e This will automatically open Internet Explorer e Enter your User ID and Password as supplied by your IP Office Conferencing Center Administrator e Click Login e To Join a Conference click the icon e This will automatically open Internet Explorer e Enter the Conference ID and PIN No as supplied by the host booking the conference e
45. d Extension e Turn Call Waiting On Off e Turn Voicemail On Off e Turn Voicemail Ringback On Off e Turn Off Hook Operation On Off e Select the Tabs to Show in Call History Speed Dials Speed dials allow you to save regularly used internal and external numbers for future use See Create a Speed Dial for details on how to create a Speed dial There are two types of Speed Dials Internal and External External Speed Dials There are four types of speed dials Work Phone Home Phone Mobile and Fax The speed dial displayed will change based on the default number selected E This icon is displayed if the Work Phone is recognized as an external speed dial and is set as the default number If the number is recognized as in internal speed dial the internal speed dial icons are displayed See Create a Speed Dial for more information fal This icon is displayed if the Home Phone is selected as the default number d e This icon is displayed if the Mobile is selected as the default number E This icon is displayed if the Fax is selected as the default number Changing the External Default Number For external speed dials you can change the default number This will change the number called when you make a call using the speed dial The speed dial icon will also change to show the speed dial chosen 1 In the Call History select the Speed Dials tab 2 Right click the Speed Dial you wish to change to Default Number 3 Select Def
46. d in conjunction with a conventional telephone to give Caller Display Telephone facilities e Can be used to enable disable certain extension features without having to remember the specific Short Codes e Provides a display of your current extension feature settings e Provides a display of all incoming and outgoing calls to your extension e Provides Speed Dials e Provides information on the status of the current call e Displays the number of messages waiting to be collected from your Voicemail e Displays the number of messages waiting to be collected for any Hunt Group of which you are a member e Provides details of calls waiting Phone Manager User Guide Page 5 IP Office 3 0 40DHB0002USAR Issue 12 2nd February 2005 Phone Manager User Guide Phone Manager PC Softphone Phone Manager PC Softphone has almost all the same features as Phone Manager Pro Phone Manager PC Softphone communicates with the IP Office system via the wireless LAN The conversation takes place via a sound card or USB headset handset connected to the PC and not via a physical terminal Note Any reference in the manual that indicates a feature is only available for Phone Manager Pro then the feature is also available for Phone Manager PC Softphone Throughout the manual any reference to Phone Manager Pro includes Phone Manager PC Softphone Phone Manager Lite Phone Manager Lite requires no license key on the PBX to operate It will allow employees to
47. e 3 0 40DHB0002USAR Issue 12 2nd February 2005 Index Index A Absent Status 46 Account Code 45 Account Code Required 74 Account Codes 19 Agent Mode 30 Agent Mode Operation 49 All 16 Answer a Call 63 Answer a Call Waiting 63 Audio Codec 32 B Blind Transfer a Call 60 Busy on Held Calls 28 C Call 43 Call with Account Code 44 Call Handling Icons 47 Call Park Area 21 Call Status 10 Call Status Icons 10 Call Tag Form 63 Call Waiting 28 Callback an Unanswered Incoming Call 59 Clear a Call 60 Clock Type 36 Collect New Voicemail Messages 62 Collect Your New Voicemail Messages 62 Compact Mode 33 Conference 19 Conferencing 50 Configure Directory 24 Configuring your Preferences 51 Create a Conference Call 61 Create a Directory Entry 55 Create a Directory Entry from an Existing Call 56 Create a Speed Dial to a User s Extension 73 Create a Speed Dial While Creating a Directory Entry 74 Create an MS Outlook Contact from an Existing Call 56 D Date amp Time Setting 35 Default Size 39 Default Sizing 39 56 Delete a Directory Entry 55 Delete a Speed Dial 73 Delete all Calls 65 Delete all Calls from the Call History 65 Directory Entries 55 Directory Entry 25 DND Exception List 28 DND Exception Number 28 Do Not Disturb 28 46 Door 19 Door Release 30 E Edit a Directory Entry 55 Edit a Speed Dial 72 Phone Manager User Guide IP Office 3 0 Edit Speed Dial Dialogue 54 Enable VolP 29
48. e Menu select Directory Select the Directory Entry to be changed Click the Edit button Edit the Directory Entry as required Click OK or press Enter Click Close to exit the Configure Directory dialogue box Delete a Directory Entry gt wp a On the Configure Menu select Directory Select the Directory Entry required Click the Delete button Click Close to exit the Configure Directory dialogue box Make a ox using a Directory Entry a aS P a Click Ensure the Show Directory option is checked Select the Directory Entry required The phone number and name will be automatically entered in the Number and Name fields Click Call Phone Manager User Guide Page 55 IP Office 3 0 40DHB0002USAR Issue 12 2nd February 2005 Phone Manager User Guide Create a Directory Entry from an Existing Call 1 Right click the Call in the Call History pane Select Add to Directory This will open the Directory Entry dialogue box Make changes if required Click OK or press Enter Pak WN Click Close to exit the Configure Directory dialogue box Create an MS Outlook Contact from an Existing Call 1 Right click the Call in the Call History pane Select Add to Outlook An MS Outlook Contact form will open with call information entered Complete the Contact form a os amp N Click Save and Close checkbox on the Outlook Contact form Please note that the above feature requires Microsoft Outlook to be installed on
49. e to transfer the call to your extension only if you set extension 203 as a Do Not Disturb Exception In Configure Preferences set Forward On Busy to 203 Set Do Not Disturb Enter extension 203 as a Do Not Disturb Exception SY Now when a call is received by extension 203 it can be transferred back to your extension Turn Call Waiting On Off The Call Waiting feature will allow you receive a incoming call when in the process of another call A beep will be heard in the handset and Call Status will show the call information Click the second call in Call Status to answer the call and this will automatically place your current call on hold You can then swap between the calls by clicking the call you require 1 Click El 2 Select the Telephone tab 3 Select the Call Waiting option click in the box Note The Call Waiting settings are ignored if you are configured as a call appearance user Turn Voicemail On Off Voicemail will allow incoming callers to leave a message if your extension is busy or not answered after the No Answer Time 1 Click E 2 Select the Voicemail tab 3 Select the Voicemail option click in the box Turn Voicemail Ringback On Off Your telephone will ring to you to indicate you have a new message 1 Click E 2 Select the Voicemail tab 3 Select the Voicemail Ringback option click in the box Phone Manager User Guide Page 69 IP Office 3 0 40DHB0002USAR Issue 12 2nd February
50. eb Graeme Price 2004 Sep 44 01 57 54 PM 901 707364606 Anne Web Graeme Price 004 Sep 14 01 54 17 PM Page 46 Phone Manager User Guide IP Office 3 0 40DHB0002USAR Issue 12 2nd February 2005 Phone Manager Call Handling Icons The icons on the right hand side of the main Phone Manager Pro window will help you to make and receive calls as follows make a Call See Make a Call e Answer a Call See Answer a Call C5 Ringback when Free See Set Ringback When Free loco a Call on Hold See Place Call On Hold Mina a Call to a Conference See Create a Conference Call a EB a Call See End a Call anster a Call See Transfer a Call O complete a Transfer CEB configure Preferences See Configure Preferences speaker Volume Click on drop down to adjust the PC speaker volume Click to turn mute on off Grayed out except for VoIP users See VoIP Operation B e Microphone Volume Click on drop down to adjust the PC microphone volume Click to turn mute on off Grayed out except for VoIP users See VoIP Operation a Conference This function will allow you to book an IP Office Conferencing Center Conference Only available if permission is specified by your System Administrator E a Conference This function will allow you to join an IP Office Conferencing Center Conference If Phone Manager is being used in Agent Mode Phone Manager Pro only an additional set of icons appe
51. er User Guide IP Office 3 0 40DHB0002USAR Issue 12 2nd February 2005 Call Handling Delete all Calls from the Call History 1 Right click within the Call History pane 2 Select Clear All Tabs Working with Queues Phone Manager Pro only Calls to a Hunt Group will be held in a queue when all extensions that are members of the Hunt Group are busy If you are a member of a Hunt Group for example Reception or Sales you will be automatically presented with calls to this group The name of the Hunt Group will be displayed in the To field in Call Status You can also monitor the number of calls being held in a queue for a particular Hunt Group In the Queue ID tab under Configure Preferences you can select two Hunt Groups you wish to monitor The Hunt Group must already exist on the System and must have Queuing enabled please refer to your System Administrator Each drop down box will give a list of valid Hunt Groups to choose from The Queue tab will then appear in Call History and displays two Queue monitors that can be used to indicate the number of calls currently queued for the configured Hunt Groups Each call held in a queue is indicated by a blue box When the mouse pointer is moved over a Queue monitor the number of calls in the queue is displayed in the Hint Box To receive a queued call 1 If you are a member of a Hunt Group a queued call will be automatically presented in Call Status and the name of the Hunt Group will
52. er User Guide Page 43 IP Office 3 0 40DHB0002USAR Issue 12 2nd February 2005 Phone Manager User Guide Call with Account Code See also Using Account Codes Number The telephone number or Short Code that will be dialed when the Call button is selected The status of an internal number is displayed above the number field Note Please do not enter spaces in the Phone number entered i e 123456 not 123 456 Name This is the name associated with number to be called The name could be a User or Hunt Group or Directory Entry The name will be automatically entered when a match is found with the digits entered in the Number field Alternatively enter the name in the Name field and if a match is found the number required will be automatically entered As you enter each letter of the name the Directory List if used is automatically truncated to show only those names that match the letters typed in the Name field Account Code Enter the Account Code to be used to log this call to a specific account or customer Contact your System Administrator if the required Account Code does not appear in the drop down list Directory List A list of names and numbers configured on the PBX and in your own personal Directory Phone Manager Pro only You can select whether to display search Users Hunt Groups or PBX Directory Entries by checking the Show Users Show Hunt Groups or Show Directory check boxes Phone Manager directory entries are always s
53. f the call Tag a Parked Call A Tag can be used to identify a parked call with a text description 1 Before parking the call right click on the Park button required 2 Enter the description in the Call Tag Form 3 The call will be parked and the description will appear on the Park button Phone Manager User Guide Page 21 IP Office 3 0 40DHB0002USAR Issue 12 2nd February 2005 Phone Manager User Guide Configure Menu The Configure menu provides access to the following e PBX Configuration Information Select this option to configure Phone Manager Pro to communicate with the PBX e Configure Directory Directory allows you to create and edit a locally stored list of names and numbers that can be used for speed dialing or to identify incoming calls e Configure Preferences Select this option to define your personal setting eg Forwarding options etc e Language Select this option to change the language display of the Phone Manager application The Phone Manager display will automatically be changed to the language selected e Default Sizing This feature will return the Phone Manager Pro window to its default size after resizing e Profile Select this option to Load and Save your Profile e Load Skin Select this option to load customs skins that have been created Refer to Job Aid 077 Loading and Creating Skins e Exit The Exit command closes Phone Manager and saves any configuration details eg new Speed Dials Page
54. found the number required will be automatically entered As you enter each letter of the name the Directory List if used is automatically truncated to show only those names that match the letters typed in the Name field e Tag The Tag Field can be used to add messages to the outgoing call internal only See Tag a Call Not supported for VoIP extensions e Directory List A list of names and numbers configured on the PBX and in your own personal Directory Phone Manager Pro only You can select whether to display search Users Hunt Groups or PBX Directory Entries by checking the Show Users Show Hunt Groups or Show Directory check boxes Phone Manager directory entries are always shown e Call Clicking this button will call the number entered If the call is external the relevant prefix needs to have been added e g 9 e Cancel The Cancel Button will close the Call dialogue box and you are then returned to the Main Window e Help This button will launch the Phone Manager Pro Help Text e Voicemail The Voicemail button calls a local User s Voicemail rather then calling the User direct e Ringback The Ringback Button will set a Ring Back When Free on the destination extension When the destination becomes free your phone will be called back If this Ring Back call is answered a new call will be automatically placed towards the destination extension If the Ring Back is not answered then the Ring Back is cancelled Phone Manag
55. g The Date amp Time Setting tab allows you to customize the date as it is displayed in the Phone Manager call history pane You can specify between the Windows Default Format for your operating system and region or choose a Custom Date Formats Windows Default Format Check this box to allow the Phone Manager to get the date format from your PC s operating system Custom Date Format Check this box to configure you date format from the settings below Date Format The date format drop down box allows you to choose the display of the date in the call history pane Date Separator The date separator allows you to change the separator between the date denominations Changing the Custom Date Format 1 Select Custom Date Format 2 Select the Date Format you prefer 3 Select the Date Separator you prefer 4 After making your selection you can see an example in the bottom left hand side of the Date amp Time Setting tab To continue making changes simply make the changes required a To confirm your preference click OK 6 You will see the Phone Manager call history pane update all calls listed A visual representation of the time can been seen in the bottom left of the Date amp Time Setting tab This allows you to view the time displayed before clicking OK After clicking OK your changes are confirmed and saved to your profile Phone Manager User Guide Page 35 IP Office 3 0 40DHB0002USAR Issue 12 2nd February 20
56. hen you are not in a Busy Wrap Up or Busy Not Available state The unchecked groups are those for which your membership is currently disabled e Select All This will select all groups displayed in the list e Clear All This will clear you inclusion from all groups displayed in the list Note e lf you use a group key or function on your telephone to go in or out of group it will do so for all groups of which you are a member rather than just those selected in the Agent Mode tab e In Agent Mode the functions of the F1 and F3 keys are swapped F1 becomes account code and F3 becomes call Short Cut Keys The Short Cut keys tab allows you to change the short cuts assigned to specific features or functions To change Short Cut Keys 1 Click the Command you wish to change 2 Select the Short Cut Key from Select new shortcut drop down box 3 Click Assign Page 30 Phone Manager User Guide IP Office 3 0 40DHB0002USAR Issue 12 2nd February 2005 Phone Manager Screen Pop Phone Manager Pro only This enables integration to contact management packages This allows Phone Manager to Screen Pop contact details The following content management packages are supported ACT 6 0 Goldmine 6 0 Maximizer 7 5 Enterprise and Microsoft Outlook The Screen Pop options are only available when the content management packages are installed and are detected by Phone Manager The Phone Manager uses the following screen pop order if more th
57. hone Manager Pro The Speed Dial tab also contains the Phone Dialer The Phone Dialer allows you to dial from the Phone Manager application You can turn off the Phone Dialer by right clicking in the Phone Dialer window and selecting Hide Phone Dialer Phone Manager User Guide Page 17 IP Office 3 0 40DHB0002USAR Issue 12 2nd February 2005 Phone Manager User Guide Speed Dial Options The following options are then available when you right click within the Speed Dial window part of the tab Call Select the number from the Speed Dial entry you want to call You can select from Work Phone Home Phone Mobile or Fax Default Number Allows you to select the Default Number called when the Speed Dial is initiated This will also change the icon in the Speed Dial Group window This option is only active to External speed dials If the outbound prefix e g 9 is not shown contact your System Administrator Park For The Park For option will only become active when an extension dialed is busy Once the busy speed dial extension dialed is free a callback is made to the Phone Manager and the call is tagged as free New Create your own Speed Dial See also Create a Speed Dial Add User Automatically creates a Speed Dial from a IP Office Directory on your system Edit Edit an existing Speed Dial Delete Deletes a Speed Dial Call Call the number configured in the Speed Dial or double clicking the icon View Allows
58. hown Call Click this button to call the number entered Cancel The Cancel button will close the Call dialogue box and you are then returned to the Main Window Help This button will launch the Phone Manager Pro Help Text Voicemail The Voicemail button calls an internal User s Voicemail box rather then calling the User direct Ringback The Ringback button will set a Ring Back When Free on the destination extension When the destination becomes free your phone will be called back If this Ring Back call is answered a new call will be automatically placed towards the destination extension If the Ring Back is not answered then the Ring Back is cancelled Page 44 Phone Manager User Guide IP Office 3 0 40DHB0002USAR Issue 12 2nd February 2005 Phone Manager Transfer Type the number of the person you wish to call into the Number field and click the call button the number will then be called See also Transfer a Call Number The telephone number or Short Code that will be dialed when the Transfer Button is selected Note that the status of the target extension User is displayed above the number field Name This is the name associated with number to be called The name could be a User or Hunt Group or Directory Entry The name will be automatically entered when a match is found with the digits entered in the Number field Alternatively enter the name in the Name field and if a match is found the number required is automat
59. hysical LAN as the main system This implementation provides resilient synchronized updates and greatly reduces the LAN performance requirements When Show Users is checked in the Call dialogue box this will give a list of Users configured on the PBX If an entry has been made in the User s Full Name field this will be displayed in preference to the User Name If particular Users are not to appear in this list select the Ex Directory option in the User s configuration form System Requirements Phone Manager can used with any IP Office system and supported telephones Hands free operation is only supported on suitable 20xx 24xx 44xx 54xx 64xx series phones Phone Manager Lite Pro Minimum Pentium 266Mhz or above with 64MB RAM and 50Mb of free disk space Ethernet attached PC running Microsoft Windows 98 NT4 2000 XP in conjunction with TCP IP Networking Sound card if audio features required Optional Microsoft Outlook 98 2000 2003 XP Act 6 0 Maximizer 7 5 and Goldmine 6 0 for contact management integration Optional Internet Explorer 6 0 or above for Conferencing Center integration If Phone Manager Pro is to be used then a Phone Manager Pro user licence is required Phone Manager PC Softphone Multi Media laptop running Windows 2000 or Windows XP operating systems with speakers and microphone installed USB headset USB handset or soundcard Minimum specification is a Pentium 400MHz 700 MHz recommended or above with a mini
60. ically entered As you enter each letter of the name the Directory List if used is automatically truncated to show only those names that match the letters typed in the Name field Tag The Tag Field can be used to add messages to the outgoing call internal only See also Tag a Call Not supported for VolP extensions Directory List A list of names and numbers configured on the PBX and in your own personal Directory Phone Manager Pro only You can select whether to display search Users Hunt Groups or PBX Directory Entries by checking the Show Users Show Hunt Groups or Show Directory check boxes Phone Manager directory entries are always shown Transfer Click this button to Transfer the call to the number entered Cancel On selecting the Cancel Button all information entered is lost You are then returned to the Main Window Help Click this button to launches the Phone Manager Pro Help Text Voicemail The Voicemail button calls an internal User s Voicemail rather then calling the User direct Blind Transfer The Blind Transfer button will transfer the call to the destination entered in the Number field without waiting for the destination to be answered Park For If the extension called is busy this button will place the caller on hold The call will be automatically presented after 45 seconds or when the busy extension becomes free Details of the returned call Timeout or Free will appear in the Tag field Acc
61. is number Forward Hunt Group Calls Hunt Group calls received by your extension will be forwarded to the Forward Number This option only works when Forward Unconditional is on Note This only applies to Hunt Groups that are configured for Hunt Linear or Rotary Circular ringing mode contact your System Administrator if unsure Note For call appearance users the Forward On Busy settings is only used when all your call appearance buttons are busy See also Transfer Back to Forwarded Extension Phone Manager User Guide Page 27 IP Office 3 0 40DHB0002USAR Issue 12 2nd February 2005 Phone Manager User Guide Do Not Disturb This menu controls the Do Not Disturb operation of your extension Do Not Disturb This option selects whether the Do Not Disturb feature is enabled or disabled for your extension The option is enabled when the box is checked The Do Not Disturb function forces the System to think that your extension is busy However under certain circumstances you may wish to allow specific callers through when blocking all others This feature can be achieved by adding those numbers to the Do Not Disturb Exception List DND Exception Number Enter the number to be included in your DND Exception List and select Add DND Exception List This lists the numbers that will ring your extension when Do Not Disturb is enabled The DND exception number can be an internal extension or an external number If you wish to allo
62. ll Status pane 2 Click E or select new incoming call by pressing the Enter key or in the Functions Menu select Answer 3 The original call will be put on hold 4 When you have finished this call you will automatically be put through to the previous call Note The Answer icon is only illuminated if Off Hook Operation is set _ Ringback When Free If the internal extension entered in the Number field of the Call dialogue box is busy the Ringback button will now be available for selection Click the Ringback button and the Call dialogue box will disappear 3 As soon as the destination extension becomes free your phone will ring The call to the selected extension will only be made when you pick up your ringing phone Alternatively the Ringback icon will appear in the Main Window to allow you set Ringback When Free if you are dialing a busy extension from your handset and your call does not go through to Voicemail Phone Manager User Guide Page 63 IP Office 3 0 40DHB0002USAR Issue 12 2nd February 2005 Phone Manager User Guide set an Absent Message 1 From the Functions Menu select Absent or press F6 2 From the list box select the message required eg On Holiday Until or Back Tomorrow 3 Type additional information required in the box below so that the message will read in full eg On Holiday until Monday 4 Select whether you wish your extension to be set to Do Not Disturb and or Forward Unconditional For
63. llows you set up your personal settings for forwarding Voicemail etc The following tabs are available e Forwarding e Do Not Disturb e Voicemail e Telephone e Phone Manager e Park ID e Queue ID e Door Release e Agent Mode e Short Cut Keys e Screen Pop e Audio Codec e Compact Mode e Date and Time Setting e Clock Type e Instant Messaging Page 26 Phone Manager User Guide IP Office 3 0 40DHB0002USAR Issue 12 2nd February 2005 Phone Manager Forwarding This menu controls the forwarding of calls from your extension Follow Me To Number Enter the number to which all calls are to be redirected If this number is busy or not answered then the call behaves as though your extension had failed to answer ie If not answered then Forward On No Answer will be performed if set Forward Unconditional Enter the number to which all calls are to be redirected All incoming calls to your extension will be forwarded to this number This option only applies to incoming calls to your extension number Calls to a Hunt Group of which you are a member are only forwarded if you switch on Forward Hunt Group Calls See below Forward On Busy Enter the number to which all calls are to be redirected When your extension is busy calls will be forwarded to this number Forward On No Answer Enter the number to which all calls are to be redirected When your extension is not answered calls will be forwarded to th
64. mail account Note The information displayed will change automatically depending on the users status Phone Manager User Guide Page 53 IP Office 3 0 40DHB0002USAR Issue 12 2nd February 2005 Phone Manager User Guide Edit Speed Dial Form The Edit Speed Dial form allows you to edit the Speed Dial settings for that particular Speed Dial Group Name My Speed Dia Type vi Internal iQ External t Mame Wumber E Default Number Home Phone Mobile Fax e Group Name This is the Speed Dial Group where the speed dial is located This will show you which Speed Dial Group the Speed Dial is in You can only change this by selecting a particular Speed Dial Group and adding the Speed Dial to this group e Name This is the name you wish to associate with the Speed Dial icon This is a Mandatory entry e Work Phone Enter the Work Phone number of your contact or Short Code For internal users and groups the user or group name can be used without quotation marks This is a Mandatory entry e Home Phone Enter the Home Phone number of your contact e Mobile Enter the Mobile number of your contact e Fax Enter the Fax number of your contact e PIN Enter a PIN if required Please refer to your System Administrator The PIN required to make a call using the Speed Dial This field allows you to pre enter the PIN for this Speed Dial PIN s are user specific for a private speed dial group e Type The Type of Speed Dial e I
65. mum of 128MB RAM Ethernet or Wireless Ethernet attached PC in conjunction with TCP IP Networking Phone Manager PC Softphone supports QoS in the form of DiffServ for both Windows XP and Windows 2000 when used in Softphone mode However when used with a wireless card Avaya does not have a built in algorithm so the maximum number of wireless desksets that can be used within a given access point may not exceed 3 VoIP licence in addition to the Phone Manager Pro user licence Optional Microsoft outlook 98 2000 2003 XP Act 6 0 Maximizer 7 5 and Goldmine 6 0 for contact management integration Optional Internet Explorer 6 0 or above for Conferencing Center integration Phone Manager User Guide Page 75 IP Office 3 0 40DHB0002USAR Issue 12 2nd February 2005 Phone Manager User Guide Page 76 Phone Manager User Guide IP Office 3 0 40DHB0002USAR Issue 12 2nd February 2005 Glossary Glossary A Account Code Account Codes are used to track calls They can contain both numbers letters and characters For example a solicitor may wish to record the amount of time spent on a call to a client Each client is given an Account Code and that code is used when making a call Your System Administrator can then record this call with the Account Code using an application called Call Logger Please refer to your System Administrator for a list of predefined Account Codes to be used B Blind Transfer Transferring a call to another number witho
66. n Held Call feature in Configure Preferences Account Code F3 The Account Code function is used to assign a predefined code to a call On selecting this function you will be given the Call dialogue box however the Tag field is replaced by the Account Code field Please refer to your System Administrator for a list of predefined Account Codes to be used See also To Make a Call Using an Account Code Record F5 This function will allow you to record your current conversation either into your Voicemail box or into a central Voicemail box please check with your System Administrator If this option is grayed out this function is not available on your system please refer to your System Administrator Absent F6 When you are away from your phone you may wish to inform internal callers that you are for example on holiday or in a meeting The Absent function will allow you to set up this message via the Absent Status dialogue box When an internal call is made to your extension this message will appear at the top of the Call dialogue box If a user is calling without Phone Manager they will see the message in the display of their phone See also Set an Absent Message PickupQueuet F7 Having configured Queue ID 1 in Configure Preferences you can then use this function to request a call from that queue See also Working with Queues PickupQueue2 F8 Having configured Queue ID 2 in Configure Preferences you can then use this function t
67. n select other mailboxes However you will only be able to view the Public Lists from other mailboxes Private lists are protected e Edit Click this button to edit the selected list e Delete Click this button to delete the selected list you can only delete your own lists This does NOT delete individual users in a list e List ID The List ID is a ID assigned to the List by you e List Name This is the Name of the list which has been selected e Public List checkbox A public list can be viewed and used by any other PDL user Check this checkbox to make the selected list public Page 38 Phone Manager User Guide IP Office 3 0 40DHB0002USAR Issue 12 2nd February 2005 Phone Manager Creating a Personal Distribution List 1 Select required mailbox that you want the Personal Distribution List to be associated with Enter the List ID for the Personal Distribution List Enter the List Name that you want the List to be called Add the members mailboxes you want to include in the list ce oo Once you have added all the members you want the list to be available to other IP Office users Check the Public List checkbox Click Create to create your Personal Distribution List 2 7 The list will be added to the List view window of the Configure PDL window Adding members from an existing Personal Distribution Lists You can add members from an existing list This can either be all members from an existing list or individ
68. nnnnnonnnnnnnnnnnnnnnnnninoss 69 TU ay alll Watng OO Fassa diia 69 T m VolcemalONMO Maura A o id 69 Turn Vo cemalliRINQDACCON OM cid 69 TU OT HOOK Operation OM Oltra alada 70 Select the Tabs t Snow If Call FISIONY oi aan 70 Greate a Speed Dal rar a a das 70 Create a Speed Dial Group Member oocccoccncccccnccccnnccnccnococnnonacnnonnnnonnnnnonnnnnnnnnnnnnnnnnnnnnnnnnnnnannnnnnnnnnnnnnnnnannnenananenas 71 Create a Speed Dial from the IP Office Directory ccocoooccocccooconccconocononnncononnnnnonannnnonnnnnnnnnannnnnnannnnnnannnnnss 72 Create a Instant Message Speed Dial ooocccccconnnccccononcccnnnonononcnnnonanonnnnnnnnonnnnnnnnnnnnnononnnnnnnnnnnnnnnannnnnnnananess 72 Edita peca Dial anar nora odiaos 72 Delete a Specd Diales 73 Make a Call Using a Speed Dial cuotas lidad 73 Create a Speed Dial to a User s Extension ccocccoccccocncocncocncocnconncocnnncnnnnnonnnonnnnnnnnnnnonnnnnnonnnennnnnnnnnnnnnnnnns 73 Create a Speed Dial While Creating a Directory Entry cooocccocncocccconncccnconnncnnnonononncnonanonncnnnnnnonnncnnnnss 74 USR ACCOUN CONS e aitor oe ciado 74 To Make a Call Using an Account COLS a Ai 74 To Assign an Account Code to a Call in Progress ccccccocccncccoccnnoconcnnconaconnnnnnononnnnonnnnnnnnnnnnnrnnnnnnrnnronnncnnnnnnrnnnnnos 74 Account Code Required een ee ee 74 Using an Account Code Once a Call iS in ProgressS oooccccccoccncoconnonoconcnncnnannnonannnn
69. nternal Check this box if the Speed dial is for an internal contact e External Check this box if the Speed dial is for an external contact Note When entering a number and it is recognized by Phone Manager as internal the Speed Dial type will automatically be set as Internal If the number is recognized by Phone Manager as external for example by entering a 9 for external access at the front of the speed dial number the Speed Dial will be set as external Page 54 Phone Manager User Guide IP Office 3 0 40DHB0002USAR Issue 12 2nd February 2005 Configuration Directory Entries Phone Manager Pro only Directory Entries are used to store regularly dialed internal or external numbers Directory Entries appear in the Call dialogue box if the Show Directory option is checked for quick dialing Directory Entries can also be used to match the CLI or DID of incoming calls to a name This can be used to play a media file or display a text file Phone Manager attempts to match the incoming CLI first and if no match exists it then looks for a match to the DID Create a Directory Entry 1 gt oO e amp N On the Configure Menu select Directory Click the New button Type the telephone or extension number into the Number box Type the name to be associated with the above number into the Name box Click OK or press Enter Click Close to exit the Configure Directory dialogue box Edit a Directory Entry Dak wn a On the Configur
70. ntry can then used either for quick dialing or for identifying incoming calls Do Not Disturb This facility makes an extension permanently busy Callers will receive the engaged tone or if Voicemail is available be given the option to leave a message The Do Not Disturb Exception List can be used to allow calls from specific internal or external numbers to ring through Do Not Disturb Exception A Do Not Disturb Exception is an internal or external number that you wish to receive calls from even though you have Do Not Disturb set F Follow Me Here To take your calls from another extension This is set up at the destination phone Follow Me To To take your calls from another location This is set up at your extension Forwarding To forward your calls to another location You can choose to forward all your calls or only when you are busy or only when your phone is not answered H Hands Free The Phone Manager Pro application can be used in conjunction with a Hands Free phone and or headset When using a Hands Free phone and or headset the phone should be left off hook permanently The Off Hook Operation option must be set under the Telephone tab of the Configure Preferences dialogue box All calls are answered transferred queued etc by clicking the appropriate Phone Manager User Guide Page 77 IP Office 3 0 40DHB0002USAR Issue 12 2nd February 2005 Phone Manager User Guide Call Handling Button and by following the instructions
71. o request a call from that queue See also Working with Queues Conference The Conference function will allow you to place all calls on hold into a Conference See also Create a Conference Call Phone Manager User Guide Page 41 IP Office 3 0 40DHB0002USAR Issue 12 2nd February 2005 Phone Manager User Guide e Ringback when free internal only This function will set Ring Back When Free on a busy extension When this extension becomes free your phone will ring and a call to the destination will be initiated once you have answered your ringing phone If the busy extension has Call Waiting set you will be unable to use this function e Park UnPark1 4 F9 F12 This function will allow you to park a call in one of the four park areas on the system The call will then appear on the relevant Park button in the Call Park Area You can then use the same function to unpark this call e Busy Not Available Ins For Agent Mode operation Toggles Busy Not Available status on or off e Busy Wrap Up Del For Agent Mode operation Toggles Busy Wrap Up status on or off e Clear Esc The Clear function will clear the current call only This may be useful when you do not wish to complete a screened transfer because the destination number is busy or cannot take the call and you therefore wish to return to the original caller This function can also be used to refuse an incoming call The call will be returned to the queue This can be very useful if yo
72. o turn mute on off An example of a muted icon is shown below KR This type of operation is also called IP Soft Phone VoIP will only work if e the PC has a correctly setup speakers and microphone e itis not available under Windows 95 or Phone Manager Lite Agent Mode Operation Phone Manager Pro only Agent Mode allows Phone Manager to be used as a call center tool It allows you to perform a number of call center functions without needing a specially designed call center telephone ie one with dedicated keys for functions such as busy wrap up Agent Mode is enabled through the Agent Mode tab within Configure Preferences e Note Logging on and logging off is separate from Agent Mode and is enabled through the Configure PBX menu See Getting Started In Agent Mode land Busy Not Available BS cons allow you e Use Busy Wrap Up when you temporarily need to stop receiving calls when you wrap up the details of the call just finished e Phone Manager displays Busy Wrap Up to go into those states e Use Busy Not available when you need to stop receiving calls for some other reason e The Select Group CATA show the groups for which you will receive calls when not in Busy Wrap Up or Busy Not Available e The Start Stop requires VM Pro Jicons are available for recording conversations Call recording e The Account Codes tab allows you to make calls with the appropriate account code or to easily apply an ac
73. of valid Hunt Groups that can be chosen The Queue tab will then appear in Call History and displays two Queue monitors that will indicate the number of calls currently queued for the specified Hunt Groups Each call held in a queue is indicated by a blue box When the mouse pointer is moved over a Queue monitor the number of calls in the queue is displayed in the Hint Box Phone Manager User Guide Page 29 IP Office 3 0 40DHB0002USAR Issue 12 2nd February 2005 Phone Manager User Guide Door Release Phone Manager Pro only The Door Release tab in Configure Preferences allows you to create a button to open a door from Phone Manager Pro thus making it easier to control the door when on the telephone 1 Inthe Door Name box enter the name you wish to appear on the button 2 Inthe Door Code box enter the number of the door relay to activate 1 or 2 The relay will be pulsed open for 5 seconds The Door tab will then appear in the Call History pane with a button for each door configured Agent Mode Phone Manager Pro only This tab is used to control Phone Manager in Agent Mode The Agent Mode check box is used to enable Agent Mode see Agent Mode Operation When enabled several additional icons are shown in the Phone Manager toolbar See Call Handling Icons The icon can then be used for quick access to this tab The list shows the groups of which you are a member The checked groups are those for which you will receive calls w
74. ok contacts folder Copy Copy the Number from the selected call onto the PC s clipboard Delete Delete the currently selected call from the call history Clear Clear all the call information listed in the current pane Clear All tabs Clear all the call information listed in the In Out Missed and All panes Please also note that the Add to Outlook feature requires Microsoft Outlook to be installed on your PC and the correct configuration of MAPI please refer to your System Administrator Phone Manager User Guide Page 15 IP Office 3 0 40DHB0002USAR Issue 12 2nd February 2005 Phone Manager User Guide All The All tab gives a list of all incoming outgoing and missed calls at your extension This tab will display information on a maximum of 100 calls When the maximum capacity is reached the oldest record is deleted when a new record is added The following options are then available when you right click on a call e Call Number back Call the selected number If the outbound prefix e g 9 is not shown contact your System Administrator e Add to Directory Automatically create a Directory Entry from the call information e Add to Speed Dial Automatically create a Speed Dial from the call information e Add to Outlook Automatically add the call information to the Outlook contacts folder e Copy Copy the Number from the selected call onto the PC s clipboard e Delete Delete the currently selected call
75. onnnnnnnonannnnonannnnnnnnnannnnanns 74 System AdMINIStrat O ica 75 Hints amp Tips for System Administrator S cusco ai Ae 75 System Requirements cea did 75 GIOSS A A A 77 TU ON cece T E A T TO E T a a E T E E E A A EE TT 81 Getting Started Getting Started Introduction This guide covers Phone Manager Pro Phone Manager PC Softphone and Phone Manager Lite applications Which version you are running is indicated in the title bar of the program All versions use the same software which runs as Phone Manager Lite unless suitable licenses are entered on the telephone system Phone Manager Pro a Z y E a pE p p PTA e Ss p q i ie b 9 f a a so o o lM ame om O a 901 707564656 Anne Web Graeme Price a q a lt lt y q DE al 3079715096265 907971509 Graeme Price 2004 Sep 413 09 27 42 AM 00 00 07 307557043176 3075570843 Graeme Price 2004 Sep 4153 09 27 19 AM 00 00 00 6004251 Graeme Clark Graeme Price 2004 Sep 135 09 26 57 AM 00 00 04 001 75205219465 001732052 Graeme Price 2004 Sep 415 09 26 54 AM 00 00 21 901 462643035 301462643 Graeme Price 2004 Sep 4153 09 26 11 AM 00 00 05 WITHHELO Graeme Price 2004 Sep 40 05 14 20 PM 00 00 05 e Can be used in conjunction with a normal telephone a caller display telephone or a hands free phone telephone headset combination or PC based soft IP phone VoIP extension Note Not available under Windows 95 and or Phone Manager Lite e Can be use
76. options in Configure Preferences have been set up Click the relevant button to activate the required door Phone Manager User Guide Page 19 IP Office 3 0 40DHB0002USAR Issue 12 2nd February 2005 Phone Manager User Guide Voicemail Phone Manager Pro only with Voicemail Pro On accessing your Voicemail box either via Voicemail Ringback or by dialing 17 or via the Messages tab a Voicemail tab will appear This will display all new old and saved messages You can then use the control buttons as below to forward replay skip pause play save delete and play saved messages To play a particular message double click the message Ki Message Back ad Skip Back La Unpause selected message gt Skip Forward ul Message Forward o a Pause selected message x Delete selected message a Save selected message e a Play Saved Messages Queue Phone Manager Pro only The Queue tab in Call History allows you to monitor the number of calls being held in a queue for a particular Hunt Group See Working with Queues The Hunt Groups you wish to monitor are configured in the Queue ID tab under Configure Preferences The Hunt Group must already exist on the System and must have Queuing enabled please refer to your System Administrator The Queue tab will then appear in Call History and can display up to two Queue monitors These monitors will indicate the number of calls currently queued for that Hunt Gr
77. ount Code The Account Code form appears if you have either selected Account Code from the Functions menu or you have pressed F3 This form allows you to assign an Account Code to your current call Please refer to your System Administrator for a list of valid Account Codes See also Using Account Codes Phone Manager User Guide Page 45 IP Office 3 0 40DHB0002USAR Issue 12 2nd February 2005 Phone Manager User Guide Absent Status This dialogue box will allow you to assist internal callers when you are not at your desk The information entered will appear in their Call dialogue box when a call is made to your extension For certain phones with suitable displays the text will also appear on the display of the phone and on those phones that call From the list box select the message required eg On Holiday Until or Back Tomorrow Then type any additional information in the box below so that the message will read in full eg On Holiday until Monday You can then use this dialogue box to select Do Not Disturb and or Forward Unconditional The Absent Message will appear in the title bar of your Phone Manager Pro and in the Call dialogue box when a call is made to your extension Absent Message Absent Text September 15th Y Do Not Disturb Q Forward Unconditional 0035531 7082500 0035317082500 Graeme Price 2004 Sep 14 05 36 14 Phi 4299 Phil Tingay Graeme Price 2004 Sep 44 03 25 25 PM 3901707364656 Anne W
78. oup Each call held in a queue is indicated by a blue box When the mouse pointer is moved over a Queue monitor the number of calls in the queue is displayed in the Hint Box Script Phone Manager Pro only The Script tab will appear when a Directory Entry matching the called number has a Script file configured For example a Receptionist may be answering calls on behalf of more than one company To ensure the call is answered with the correct company name a text file could be created with the company name and details Phone Manager Pro can then be configured to display this text file whenever a call is received for that company 1 Create a Directory Entry for the extension or Hunt Group that will receive the call Enter the path to the text file in the Script File field 2 When a call is received on this number the Script tab will appear in the Call History pane and the text file will be displayed Note The Status tab will automatically come to the front 15 seconds after displaying the Script tab If you want the script to remain in view uncheck the Show Status option in the Phone Manager settings Page 20 Phone Manager User Guide IP Office 3 0 40DHB0002USAR Issue 12 2nd February 2005 Phone Manager Status Phone Manager Pro only The Status tab appears when you are on a call It contains a call timer It can also contain call cost information if setup by your System Administrator If working in Agent Mode the Status tab also appe
79. r Directory entries can also be used to match the CLI or DID of incoming calls to a name This can be used to play a media file or display a text file Phone Manager attempts to match the incoming CLI first and if no match exists it then looks for a match to the DID New Click to create a new directory entry Edit Click to edit the selected directory entry Import Click this option to import an exported directory entry or correctly formatted CSV file Export Click this option to export your directory Delete Delete a directory entry Close Clicking this button will close the Configure Directory Window Any changes that have been made since the Configure Directory Window was opened are saved Help Clicking this button launches the Phone Manager Help Text Page 24 Phone Manager User Guide IP Office 3 0 40DHB0002USAR Issue 12 2nd February 2005 Phone Manager Directory Entry Phone Manager Pro only When the New button is clicked from the Configure Directory screen the Directory Entry form appears Number 01202 23407654 Mame Felix Grey Script File po Media File po pap fa pa pai E The Directory Entry menu contains the following fields and buttons Number The telephone number or Short Code that will be dialed when this Directory Entry is selected in the Call dialogue box Name The name you wish to associate with the number entered above Script File Enter the path to the txt rtf file
80. r Depending on the state the controls on the slider will change automatically Making a call You can make a call in compact mode by clicking the Make Call button 1 Click the make call button 2 2 Phone Manager User Guide Page 33 IP Office 3 0 40DHB0002USAR Issue 12 2nd February 2005 Phone Manager User Guide Receiving a call When receiving a call the slider will automatically show the incoming caller information From It will also show who the call is calling To and the last time the incoming caller called Last Answering a call When in compact mode and you checked the Stay in Compact Mode on Receiving a Call check box the slider will appear showing the details of the incoming caller and the last date and time the caller called You can answer the call in a number of ways e Click the flashing Answer call button on the slider A or 2 e Click the answer call button on the compact mode main menu l This will cause the Phone Manager to revert to full Phone Manager mode When the call is answered the slider will show the duration of the call Duration and will also allow the call to be hung up be pressing the Sl button Hanging up You can hang up a call in compact mode by clicking the Hangup a Call button on the slider or in the compact mode main menu Page 34 Phone Manager User Guide IP Office 3 0 40DHB0002USAR Issue 12 2nd February 2005 Phone Manager Date amp Time Settin
81. radle When using a Hands Free phone and or headset the phone should be left off hook permanently Busy on Held calls If on when the user has a call on hold new calls receive busy tone ringing if analog or are diverted to Voicemail if enabled rather than ringing the user Note this overrides call waiting when the user has a call on hold Note The Call Waiting settings are ignored if you are configured as a call appearnace user Page 28 Phone Manager User Guide IP Office 3 0 40DHB0002USAR Issue 12 2nd February 2005 Phone Manager Phone Manager This menu controls the features of Phone Manager e Pop Phone Manager When an incoming call is received the Phone Manager application will Pop to the front and become the foreground application e Hide on Close Phone Manager Pro is minimized to the System tray on the Windows Taskbar when you close the application rather than exiting e Play Sounds Incoming calls are alerted by playing a sound e Hide on no calls Phone Manager Pro only Phone Manager Pro automatically minimize when you have finished all calls e Pop on Answer Phone Manager Pro only Phone Manager Pro will only pop when an incoming call is received e Pop on Page Call Phone Manager will pop when a page call is received e Enable VoIP Ensure this is checked if the User Name you have associated the Phone Manager with see Getting Started is a VoIP extension e Show All Show In Show Out Show Missed
82. ransfer a Call You can transfer a call to an internal or external telephone number This is a supervised transfer ie you can talk to the transfer target before completing the transfer You can only use this method to transfer calls you have answered Click or press F2 Enter the transfer number into the Number box Select Transfer or press Enter The original call will be put on Hold oe SY Once the call has been answered you can talk with the transfer target e To transfer the call either press Home or replace the handset or click on the Complete Transfer icon e To cancel the transfer and reconnect the held call press End 6 The Call will now appear in the Call History pane Blind Transfer a Call You can transfer a call without waiting for a response from destination number You can use this method to transfer a call when it is still ringing your extension 1 Click or press F2 2 Enter the transfer number into the Number box 3 Click the Blind Transfer button or click ce or replace your handset before the call is answered Page 60 Phone Manager User Guide IP Office 3 0 40DHB0002USAR Issue 12 2nd February 2005 Call Handling Transfer a Call to Another User s Voicemail If a caller wishes to leave a message for a User you can transfer the caller directly to that User s Voicemail Click or press F2 Enter the number into Transfer dialogue box or select from the Directory Click the Voicemail button
83. ry 2005 Phone Manager User Guide a Speed Dial While Creating a Directory Entry Phone Manager Pro only On the Configure Menu select Directory Click the New button Type the number into the Number box Type a name to be associated with this number into the Name box Click Add to Speed Click OK Click Close to exit the Configure Directory dialogue box SAS Oe SY S The Speed Dial will appear in the Speed Dials tab Note Creating a Speed Dial with this method will always add the Speed Dial to the My Speed Dial Group Using Account Codes Account Codes allow your System Administrator to track calls to specific external numbers For example a solicitor s office may wish to record the amount of time spent on calls to a client for billing purposes Each client is given an Account Code and that code is used when making a call A key feature of Phone Manager is that it allows the use of text account codes rather than just numbers Account codes entered with calls are only recorded by the system if they match an account code already configure on the system Please refer to your System Administrator for a list of valid Account Codes To Make a Call Using an Account Code 1 From the Function menu select Account Code or press F3 2 Inthe Account Code box enter the appropriate code To Assign an Account Code to a Call in Progress 1 To assign an Account Code to a call already in progress select Account Code from the Function
84. ry from the call information e Add to Speed Dial Automatically create a Speed Dial from the call information e Add to Outlook Automatically add the call information to the Outlook contacts folder e Copy Copy the Number from the selected call onto the PC s clipboard e Delete Delete the currently selected call from the call history e Clear Clear all the call information listed in the current pane e Clear All tabs Clear all the call information listed in the In Out Missed and All panes Please also note that the Add to Outlook feature requires Microsoft Outlook to be installed on your PC and the correct configuration of MAPI please refer to your System Administrator Page 14 Phone Manager User Guide IP Office 3 0 40DHB0002USAR Issue 12 2nd February 2005 Phone Manager Missed The Missed tab lists the unanswered incoming calls to your extension This tab will display a maximum of 100 calls When the maximum capacity is reached the oldest record is deleted when a new record is added The following options are then available when you right click on a call Call Number back Call the selected number If the outbound prefix e g 9 is not shown contact your System Administrator Add to Directory Automatically create a Directory Entry from the call information Add to Speed Dial Automatically create a Speed Dial from the call information Add to Outlook Automatically add the call information to the Outlo
85. s menu or press F3 2 Enter the appropriate Account Code in the dialogue box Account Code Required If you receive the following message each time you make an outgoing call without an Account Code then your User account has been configured to ensure you always assign an Account Code to an outgoing call for further information please refer to your System Administrator Using an Account Code Once a Call is in Progress 1 From the Functions menu select Account Code 2 Enter the code to be assigned to this call in the Account Code box please refer to your System Administrator for a list of valid Account Codes Page 74 Phone Manager User Guide IP Office 3 0 40DHB0002USAR Issue 12 2nd February 2005 System Administration System Administration ENES amp Tips for System Administrators When completing the PBX Configuration Information dialogue box a broadcast address eg 255 255 255 255 can not be used for the PBX Address The Call History tabs each display information on a maximum of 100 calls The oldest record is then replaced Park ID s can contain a maximum 9 characters If a particular feature does not appear to work try closing and opening Phone Manager Pro All configuration changes are saved when the application is closed Phone Manager Pro will then look for all configuration on start up In order for the Busy Lamp Field feature of a Speed Dials to operate the PC running Phone Manager Pro must be connected to same p
86. sed the correct case e Have you entered the correct IP address If the answer is Yes to all of these questions you should contact your System Administrator for further assistance e Running more than one Phone Manager using the same extension number ie from more than one PC at a time will cause unpredictable results The Login button is used to show or hide the login options Phone Manager Pro only The options are e Login Logout Check this box if you want to use Phone Manager to login logoff e Base Extension Enter the extension at which Phone Manager should log you in when started When logged in that extension adopts your user name and phone number You will be logged out from that extension when you exit Phone Manager Note When Login Logout is selected the PBX Configuration Information menu appears each time Phone Manager is started This is in order to confirm the extension at which you are logging in Phone Manager User Guide Page 23 IP Office 3 0 40DHB0002USAR Issue 12 2nd February 2005 Phone Manager User Guide Configure Directory Phone Manager Pro only The Configure Directory dialogue box allows you to create a personal directory of frequently used numbers Each directory entry appears in the Call dialogue box if the Show Directory option is checked for quick dialing Anne Web 901707364686 Bok Jones 4745 Graeme Price Mark Gallaghe
87. seen in the bottom left of the Clock Type tab This allows you to view the time displayed before clicking OK After clicking OK your changes are confirmed and saved to your profile USB Settings Only Phone Manager PC Softphone users VolP extension users will see this tab These settings allow a VolP users to configure the output audio device for an incoming call You can choose from the options below e Ring on Multimedia e Ring on USB e Ring on Multimedia amp USB These options are only enabled if you ahve a USB device along with Multimedia on your system By default the incoming ring is presented on Multimedia only Page 36 Phone Manager User Guide IP Office 3 0 40DHB0002USAR Issue 12 2nd February 2005 Phone Manager Instant Messaging In this release the Phone Manager provides support for Instant messaging with the Microsoft Live Communication Server LCS This will allow instant messaging to occur between internal contacts using the Microsoft Live Communication Server See your System Administrator for configuring this functionality in Phone Manager l Enable Instant Messaging Support Server MLServer200s test avaya com User name remctemitest avaya com Protocol iss zl GA Password e Enable Instant Messaging Support Check this box to enable Instant Messenger Support If you have connection to a Microsoft Live Communication Server you will need to check this box for other users to add you as a Instant Message
88. stribution List Intuity Mode only Assign incoming call scripting Show the length of time spent on a Call Door opening control Be able to monitor Queues Conference Control Display Conferencing Center action buttons Screen Pop contacts Simple Outlook contact record creation Agent Mode Distinctive Ringing WAV file Advice of charge indication only supported in Greece and Germany Post Connect Dial sending Yes Yes Yes DTMF whilst connected to another party Requires licence key on No Yes Yes PBX to operate Identify a call by giving ita Yes Yes No descriptive tag Compact Mode No Yes Yes These features are only available when Microsoft Live Communications Server LCS is also available Phone Manager User Guide Page 7 IP Office 3 0 40DHB0002USAR Issue 12 2nd February 2005 Phone Manager User Guide Getting Started After Phone Manager is installed the Phone Manager application should start automatically If the Phone Manager does not automatically start you can navigate to the Phone Manager by navigating from the Start manu Start Programs IP Office Phone Manager Logging In 1 Inthe Configure menu select PBX 2 Enter the information into the PBX Configuration Information dialogue box User Details LUisertame Password PAX Address 135 64 160 165 Logging On This button is not active if you are using Phone Manager
89. this document does not imply freedom from patent or other protective rights of Avaya or others Intellectual property related to this product including trademarks and registered to Lucent Technologies have been transferred or licensed to Avaya All trademarks identified by the or are registered trademarks or trademarks respectively of Avaya Inc All other trademarks are the property of their respective owners This document contains proprietary information of Avaya and is not to be disclosed or used except in accordance with applicable agreements Any comments or suggestions regarding this document should be sent to wgctechpubs Mavaya com 2005 Avaya Inc All rights reserved Avaya Sterling Court 15 21 Mundells Welwyn Garden City Hertfordshire AL7 1LZ England Tel 44 0 1707 392200 Fax 44 0 1707 376933 Web http www avaya com Phone Manager User Guide Page 83 IP Office 3 0 40DHB0002USAR Issue 12 2nd February 2005
90. u accidentally pick up a call from the wrong queue See also Working with Queues e Join a Conference This function will allow you to join an IP Office Conferencing Center conference e Book a Conference This function will allow you to book an IP Office Conferencing Center Conference Only available if permission is specified by your System Administrator e HangUp End The Hangup function simulates the function of actually hanging up the phone i e finish the current call Therefore is very useful on phones configured for Off Hook Operation Note When Phone Manager is in Agent Mode the roles of the F1 and F3 functions are swapped Page 42 Phone Manager User Guide IP Office 3 0 40DHB0002USAR Issue 12 2nd February 2005 Phone Manager Call Enter the number of the person you wish to call into the Number field and click the Call button the number will then be dialed See also Make a Call e Number The telephone number or Short Code that will be dialed when the Call button is selected The status of an internal number is displayed above the number field Note Please do not enter spaces in the Phone number entered i e 123456 not 123 456 e Name This is the name associated with number to be called The name could be a User or Hunt Group or Directory Entry The name will be automatically entered when a match is found with the digits entered in the Number field Alternatively enter the name in the Name field and if a match is
91. ual members mailboxes 1 Select required mailbox which you want the Personal Distribution List to be associated with 2 Enter the List ID for the Personal Distribution List 3 Enter the List Name that you want the List to be called 4 To add an existing list to the new list select the list from the list view pane 1 Use the adjacent to the List view window to add the entire list to the list being created 2 To add individual members from an existing list to the new list select the member from the existing list and use the 2 adjacent to the member list window 5 Once you have added all the members you want the list to be available to to other IP Office users Check the Public List checkbox Click Create to create your Personal Distribution List 7 The list will be added to the List view window of the Configure PDL window Default Sizing This option is used to return the Phone Manager window to its original size e Clicking the Yes button will resize the Phone Manager window to its default size e Clicking the No button cancels the resizing request and returns you to the Phone Manager window Phone Manager User Guide Page 39 IP Office 3 0 40DHB0002USAR Issue 12 2nd February 2005 Phone Manager User Guide Profile Your can save your preferences and your Phone Manager configuration Including speed dials directory information and other settings These setting can be used from another machine if saved to the
92. ut waiting for the destination to be answered C Call To make a telephone call to an internal or external number The call information the telephone number being called the name of the caller the name of the person being called and the Tag text description are shown in Call Status Call History Displays the call information of incoming calls received and outgoing calls initiated at your extension Any missed calls will also be recorded Call Status Pane Displays call information of current incoming and outgoing calls Call Waiting This facility allows a call to be presented to your phone while you are on another call A beep will be heard in the handset and Call Status will show who is calling It can be set via the Telephone tab in Configure Preferences Clipboard This is an area on your PC where text that has been copied Copy or moved Cut from one location is stored ready to be placed Paste in another location Conference This feature allows multiple calls to be joined into one conversation D Directory A list of internal or external numbers and their associated names that are stored either centrally on the main system or stored locally on the User s PC or both Each entry can then be used either for quick dialing or for identifying incoming calls Directory Entry An internal or external number and its associated name that is stored either centrally on the main system or stored locally on the User s PC or both This e
93. w Speed Dial Group Member The Speed Dial dialogue box will open Group Mame vi Internal O External t Hame Number Defautt Number Home Phone Mobile Enter a name into the Name box This is a mandatory entry Enter the number in the Work Phone box This is a mandatory entry When entering a number and it is recognized by Phone Manager as internal the Speed Dial type will automatically be set as Internal If the number is recognized by Phone Manager as external for example by entering a 9 for external access at the front of the speed dial number the Speed Dial will be set as external Enter any additional numbers you require Home Phone Mobile and Fax Enter a PIN if required Please refer to your System Administrator Select the Type of speed dial Internal External Select the Default Number required for this speed dial This is the number dialed when the speed dial is double clicked Click OK The new speed dial icon will be displayed in the Speed Dial Group Tab you originally right clicked and selected Add User Note The speed dial type internal will limit the default number selection to the Work Phone only Phone Manager User Guide Page 71 IP Office 3 0 40DHB0002USAR Issue 12 2nd February 2005 Phone Manager User Guide Saale a Speed Dial from the IP Office Directory E E a In the Call History pane Select the Speed Dials ta
94. w a range of numbers through the DND wall you can either enter each number separately or make use of the variables N or x in the number For example to allow all numbers from 01923699000 to 01923699099 the DND Exception number can be entered as either 019236990xx or 019236990N Voicemail This menu controls the Voicemail operation of your extension assuming Voicemail is available on your system Voicemail Selecting this checkbox will allow incoming callers to leave a message if your extension is busy or not Voicemail Ringback When selected the System will automatically call your extension to inform you that you have a new message Ringback occurs two seconds after you replace your handset when you have an uncollected Voicemail message Configure PDL Click this button to configure your Personal Distribution Lists PDL Telephone This menu controls the basic telephony features of your extension Call Waiting This allows a call to be presented to your phone even when the phone is in use A beep will be heard in the ear and Call Status will show who is calling Press Recall on the phone or select the second call in Call Status you will receive the waiting call and your current call will be placed on hold You can then swap between calls by clicking the call you require Off Hook Operation Off Hook operation allows the phone to be controlled via the Phone Manger Pro without having to physically lift the phone on off the c
95. ward option only available if Forward Number is set 5 The Absent Message will appear in the title bar of Phone Manager Pro and in the Call dialogue box when a call is made to your extension y b SS zzz ee AAA A AX A ae Sd ME COCINE CIEN CRE Absent Message Absent Text September 15th 9 Do Not Disturb BG Forward Unconditional 003531 7082500 0035317082500 Graeme Price 2004 Sep 14 03 36 14 Phi 4299 Phil Tinga Graeme Price 2004 Sep 4 03 25 25 PM 3901707364656 Anne Web Graeme Price 2004 Sep 44 01 57 54 PM 3901707364606 Anne Web Graeme Price 2004 ep 14 01 54 17 PM Making a Call with an Account Code Account Codes are used for project tracking 1 From the Functions menu select Account Code 2 Complete the Call dialogue as per Make a Call 3 Inthe Account Code field select the code from the drop down list to be assigned to the call please refer to your System Administrator for a list of valid Account Codes 4 Click Call and the call will be made If the wrong account code is entered a warning message will be given however this does not prevent the call from being made If you receive the Call Failed Account Code Required message each time you make an outgoing call without an Account Code this means your User account has been configured to ensure you always assign an Account Code to an outgoing call for further information please refer to your System Administrator Page 64 Phone Manag
96. xternal numbers for quick dialing T Tag Text used to identify a call U User This is an account set up on the main system for each User of your telephone system Each User can configure their own telephony features eg forwarding Voicemail call waiting etc A User can be Page 78 Phone Manager User Guide IP Office 3 0 40DHB0002USAR Issue 12 2nd February 2005 Glossary assigned to a physical extension or can be given an extension number that does not physically exist This means that users who are rarely in the office but still wish to use Voicemail forwarding etc can be given these facilities V Voicemail If your system supports Voicemail callers to your extension will be prompted to leave a message if your phone is busy or not answered Phone Manager Pro will then display in the Messages tab the number of new messages that have been received in your Voicemail box You can then right click within the Messages tab to select Call Voicemail On entering your Voicemail box the Voicemail tab will appear allowing you to play save delete etc your messages Voicemail Ringback This facility will call your extension when a new message has been received in your Voicemail box Voicemail Ringback will only occur after you have used your phone so that you receive this notification only when you are at your desk Voicemail Ringback will be activated two seconds after you replace the handset Phone Manager User Guide Page 79 IP Offic
97. you to change the size of the Speed Dial icons You can select from Large Icons Small Icons and Details Show Phone Dialer If the Phone Dialer is hidden you can turn on the Phone Dialer by selecting this option To hide the Phone Dialer Right click in the Phone Dialer part of the tab and select Hide Phone Dialer If a User is configured for Instant Messaging the Speed Dial entry will go green When you right click this Speed Dial the following additional options are available Send as Instant Message Selecting this option will open an Instant Message window to the User who s Speed Dial you have right clicked Remove from Buddy List This will remove the User who s Speed dial you have right clicked from your Buddy List External Speed Dials There are four types of speed dials Work Phone Home Phone Mobile and Fax The speed dial displayed will change based on the default number selected i This icon is displayed if the Work Phone is recognized as an external speed dial and is set as the default number If the number is recognized as in internal speed dial the internal speed dial icons are displayed See Create a Speed Dial for more information fal This icon is displayed if the Home Phone is selected as the default number This icon is displayed if the Mobile is selected as the default number Ed This icon is displayed if the Fax is selected as the default number Page 18 Phone Manager User Guide IP Office 3 0 40D
98. your PC and the correct configuration of MAPI Default Sizing This option is used to return the Phone Manager window to its original size e Clicking the Yes button will resize the Phone Manager window to its original default size e Clicking the No button cancels the resizing request and returns you to the Phone Manager window Page 56 Phone Manager User Guide IP Office 3 0 40DHB0002USAR Issue 12 2nd February 2005 Call Handling Call Handling Make a Call There are a number of ways to make a call using Phone Manager 1 Dial the number required e Note Please do not enter spaces in the Phone number entered i e 123456 not 123 456 The outgoing call will appear in the Call Status pane The Call Status pane will then indicate when the call has been answered When you have finished your call the call will disappear from the Call Status pane eee The call will now appear in the Call History pane under the Out tab Note If a call to an internal User is not answered within the No Answer Time and the User has Voicemail enabled you will be prompted to leave a message When you have finished the call the call information will appear in Call History under the Out tab Double click the call information to redial the number Hands Free Click or press F1 or on the Functions Menu click Call Enter telephone number or extension in Call dialogue box Click the Call button or press Enter The outgoing call will appear in the

Phone Manager User Guide - Adept Communications Ltd

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