Samsung Xchange Console - User Guide
Contents
1. etc You may be wondering what the Type box is for at the top Samsung Xchange Operator Console User Guide Page 18 Samsung Xchange Operator Console User Guide of the page This is used to change the format of the Contact window Different types have different templates Pick the one that best represents the contact entry that you are creating When you re finished press the Save button and we ll Contacts Name Telephone Email Town searc h fo r yo urnewe nt ry A a Shared Address Book Not found Back at the main Contact window enter search criteria in the a Microsoft Outlook on an AAA A text box to find your entry Most of the time you can find n _ the results that you want by entering text in this area Lothian Buses 0131 554 4494 Edinburgh O a won The list of results is updated as you type becoming more a specific with each character typed From this screen you can eects aie stew Click on the telephone number of a contact to dial them or click on their name to edit or view their contact details If you have enabled the Google integration in Operator a I Console you can search through Google s reference data BU right inside the Contacts book and access the search results just as easily as any other integrated app Storing contact details when on a call If you ve made or received an external call using the Preview Call Connected window you ve probably noticed that when Opera2. has been designed to make the Operator phone easier and more convenient to use It can do this in a number of ways and this document will show you how Operator Console is designed to be easy and helpful to the telephony user Always running and providing useful information as you need it So go ahead and right click on the Operator Console icon which is a green circle or red Q LJ gG if you re on a call and the tray menu should appear Tray menu Quick dial box Type a number here and press e T Enter to make an immediate phone call Recent Recent menu Quickly see recently dialled numbers and click to redial them Console l Call control contact management These Extensions options are used to monitor or control the creation and flow of calls de el Contacts L Call History oy Configuration Contains options to change your user experience and configure CRM y Configuration packages to integrate with I Messages 9 Exit Samsung Xchange Exit Use this to unload the software Samsung Xchange Operator Console User Guide Page 3 Samsung Xchange Operator Console User Guide Operator Console The most obvious place to start is the Operator Console window pictured below Click on the Console option in the tray menu or in future you can simply double click on the tray icon and the window will be shown Let s have a look at the main parts of the Operator Console window
3. locally on your PC as well as somewhere other than your PC like a USB memory stick or by emailing it to yourself This file contains the details for all of the applications and websites you have added to the list In the event of a disaster or if you need to set up Operator Console on another computer you can click Import and then select your previously exported recording settings file to load your saved details back into Operator Console Click Save to apply the loaded settings and you are back up and running again If you enter a number into the After delay box once a payment app or website has been closed the recording will continue to be suspended for that number of seconds leave blank for no additional delay Full instructions on setting up voice recording can be found in the Voice Recording technical guide Samsung Xchange Operator Console User Guide Page 28 Samsung Xchange Operator Console User Guide Social Networking settings With so much social networking data floating around the internet it seems a shame not to use it You can add your social networking account details for Facebook MySpace LinkedIn and Xing to Operator Console When you make or receive a call if Operator Console knows the other person s email address it will search through your friends lists for MySpace LinkedIn and Xing plus it will search through the entire Facebook member list If it finds the other person it will
4. Ltd 1 Road Street Townville might get the number that you re going to call and then look at the best 057 600 mao Photo More into 01632 960123 Ben s Burgers 17 Road Street Townville 01632 960080 way to call them For instance you might be browsing the internet and P957 900 op Photo more info see the telephone number of a company who you d like to call In this instance the most natural thing would be to click on the number to dial them We call that internet dialing more about this later IM adaress Or if you are using your company s Contacts Management program and Phone numbers lunes paa WE Home I handset and dial the number by hand There s a much easier way now you have a contact s details on screen you don t want to have to lift your Samsung Xchange Operator Console User Guide Page 12 Samsung Xchange Operator Console User Guide So when you make calls where do you get the numbers from Let s look at some possibilities From a piece of paper Someone you spoke to recently From a web page Well you might as well lift your handset and dial the number on your telephone keypad But if that s the Fee case then you should think about storing the person s name in Operator Console and then next time you can find them more easily Console E Extensions amp Contacts Call History Messages My Configuration Exit
5. Samsung Xchange Console Alternatively you could right click on the Operator Console tray icon and then enter the number in the text box at the top You can even use the backspace key if you type it wrong Easy eh Or if you have Operator Console open then just start typing a 02079460123 number on your keyboard Operator Console will understand that you want to make a call and switch to the Make call screen Press the Enter key or the Make call button when you ve finished typing to make the call Clear B Make call If you spoke to them using the phone that Operator Console is connected to then the call should be in your call history In the tray menu press the History button and you will get a list of your calls in reverse date order You can also access the call history by clicking on the History tab on the Operator Console window If you see the caller in this list then click on their telephone number to make a call to them directly from this screen Alternatively if the person was one of the last ten people that you spoke to then they will be in your Recent list You can get to the Recent list from the Operator Console tray icon menu Note these Recent numbers are stored on your PC not on the server 08003893364 BT Local Business You can configure Operator Console to search your web pages Internet Explorer only for telephone numbers to dial It won t find all of them unfortunately but it is
6. and reopen your application window to see if it has worked The results will depend on what type of application it is You will either see one of three possibilities A dial button will appear to the right hand side of the text box This means that you have a Net application You probably saw a check when doing the detection company also If this is the case then you Mobie B should proceed to detect the susines F 01632960321 EF other text boxes in your application to make them work also Alternatively try hovering your mouse above the text box making sure that there is a valid telephone number in it All being well a Dial and Hangup button will appear to the right hand side of the text box This means that you have a non Net application If neither of these two things happen then the text box probably isn t supported so you should consider using the Clipboard method instead Note you might also be trying it with a web based application if so then have a look at the earlier section under dialing from a web page Samsung Xchange Operator Console User Guide Page 15 Samsung Xchange Operator Console User Guide From your own in We have to get a little techie here so if you don t develop your own in house developed house applications then feel free to skip straight past this application or database So what kind of an application do you have i Web based If so then we suggest that
7. clicking each peer in turn then clicking OK Samsung Xchange Operator Console User Guide Page 21 Samsung Xchange Operator Console User Guide When you have added a recipient if their name or number appears in the To box with a line under it the chat window has recognized it and your messages will be sent to this user or extension If a name number has a line through it the chat window cannot deliver messages to it Message History When you need to refer back to conversations you ve had in the past you can view the Message History It s similar to the call History except you can go back to the conversation and read every word New message Click here to open a new chat window you ll need to add all recipients manually though Delete message Click on the message to delete and then click this button This cannot be undone so use with caution Auto Extensions Contacts History Messages 2 New message From Message Time a Today 101 17 00 every day until Friday 08 33 52 List display options Use the options in this Me Try asking Thomas or Ben Thom s on 3203 and Ben s on 202 today 08 30 22 menu to control what is displayed and how 4 05 09 2011 Me Hi Patrick Have you got those figures for last year 15 28 13 24 08 2011 Conversations Click on a conversation to a 22 08 2011 a A gt Thomas Try turning it off and back on again 17 05 31 d IS p ay It In a new C h at win d OW Yo u Can M
8. discard any changes Samsung Xchange Operator Console User Guide Page 29 Samsung Xchange Operator Console User Guide Integration settings The Integration pages allow you to see and modify the databases that you have set up integration with Integration means e the database will be searched when calls happen to convert telephone numbers into names e the database will be searchable manually from the Contacts window e the contacts that are found in the database can be popped To make a new integration click the Add new button select the type of app database from the dropdown list and click Set E Integration Add new the first time you enter this screen you may have to wait a Select the type of application to integrate to few seconds as the software scans to find out what Type Please select v Set integrations are available Name To modify an existing database that you have set up click its name in the list You can also click its name and then click Delete if you no longer want integration to that database For applications like Outlook the software attempts to find and use default settings that will just work for you so you won t need to do anything more For more complicated databases the software will do as much as it can for you but you may need to help it by for example entering your password or telling it where the database files are etc Full det
9. for a better description we will divide it in two main sections Call Handling Directories amp Messaging L Samsung Xchange Console E me g ge LE Dnd Off ay Messages None Auto Extensions Contacts History Messages There is no active contact to display Incoming calls Held calls dam Call Call mg I ie n Samsung Xchange Operator Console User Guide Page 4 Samsung Xchange Operator Console User Guide Section 1 Call Handling Dnd Off Forward Off Messages None A Incoming calls Held calls Status panel Enable or disable DND Forward or Message properties Incoming calls List of all the incoming calls A Held calls List of all the current held calls Current call Information of the uu Call Call nag current call Call control Use these buttons to interact with the current call and contact Section 2 Directories amp Messaging Auto Extensions Contacts History Messages aa 7 There is no active contact to display 5 p Option Panel Click here to display the functions of each option Auto Extensions Contacts History and Messages 4 Option Content Panel Shows the content of the selected function Data Entry Panel When you type any number or text it appears here Call Control Buttons Click to make transfer or hold the call Samsung Xchange Operator Console User Guide Page 5 Samsung Xchange Operator Console User Guide What would you like t
10. go to the Dialing page in the Configuration At this screen then press the Add button and you can try to detect your application The way that you do this is as follows i Select the Any other type of standard Windows application option then press Next Samsung Xchange Operator Console User Guide Page 14 Samsung Xchange Operator Console User Guide ii iii iv v vi vii viii On the next page click and Configure Dialling hol d the mouse d own on the Dialling Standard application Text box wo crosshair next to the word 1 Click on the target icon below Detect as in the screenshot 2d a0 the target icon to the textbox that contains the telephone number A detection process is used to learn the application Drag the mouse without Wirren releasing the button over the Application text box in your application when a number is stored Text box sa er Release the mouse button when the mouse cursor is above the textbox this obviously means that you need to get Operator Console and your application side by side to achieve this If the crosshair icon changes to a check then it is likely that Operator Console can add dialing py vonknow support to this box When you have finished then press the Next button and then press the Close button to save the settings Then press Save in the main configuration page too Next close
11. good at phone directory searches because it is optimized to understand this kind of page To turn this functionality on you need to go to the Configuration menu option and then go into Dialing settings Here you can turn on Web Page Dialing Some web pages such as Contact Management systems may contain text boxes with telephone numbers in These work slightly differently because we can t make these into hyperlinks To add dialing support to this type of web page then you will need to tell Operator Console to search for them This is also done from the Configuration screen To add dialing support for the application you need to follow a couple of simple steps Samsung Xchange Operator Console User Guide Page 13 Samsung Xchange Operator Console User Guide From application another i In the Configuration screen on the Dialing page press the Add button This will load the Dialing wizard li Select the application runs inside a web browser option and then choose Text boxes iii Locate a page in your application that un sme aponcanon reve vo y contains telephone numbers in a text segona eto eto meso box Enter the telephone number that an is shown in your application into the N nennen wizard oe iv Then press the Detect button Operator Console will then scan all ir open web pages and find the first instance of your number you can only do one at a time Press the S
12. is not just used to avoid work If you are already on the phone and someone else phones you then you can use deflect productively to move the call to a colleague who can tell the caller to wait for you to become available You can also put calls on hold Depending on your telephone system configuration this means that the other person should hear music When you are ready to talk to them again use the Unhold button Remember the Hold button is not for transferring calls It is purely to pause the call If you want to transfer a call that is on hold then first you will have to take the call off hold first Samsung Xchange Operator Console User Guide Page 16 Samsung Xchange Operator Console User Guide Directories amp Messaging Auto Auto Recent Busher Marcus 200 Receptionist i et BE The Auto window is the first of five directories where you find ed TREO essential and useful features to make the calling process more RECEPTION a Marcus Busher effective The Auto window provides access to the relevant 200 Receptionist Company Japon Tech i A i mp 123456789 Speaking loc y 123456789 information of the person who is calling When a call is connected a sl you will be able to see two types of information on the left hand ountry apon Email user outlookce Side you ll find the numbers which have been connected recently and on the right hand side is all the related information saved
13. making your telephone activity more effective you can use the keyboard shortcuts menu bar mouse and touch screen Operator Console window s buttons or your own handset Let s see the different options to operate and control the calls Samsung Xchange Operator Console User Guide Page 7 Samsung Xchange Operator Console User Guide Answering calls When Operator Console receives a call the call is displayed in the incoming call area with the relevant information of the call You can answer the call in a number of ways so let s look the options you have e Using the Mouse and or Touch Screen You can answer from the incoming call area or with the Call control buttons with the following actions Click or touch the call s window Click or touch the Answer button Incoming calls Held calls du London Es Ar Wer amp 020 794 60867 15s tal Called 201 Crm a Direction Inbound e Using the Keyboard A faster way to answer is when you have a numeric keyboard just press the key shortcut to answer The default key is Enter e Using your Desktop Phone Lift your handset to answer the call Also you can answer calls ringing on other extensions If you know that a user of a ringing phone is not available then simply right clicks on their Extensions icon and selects the option Pickup Samsung Xchange Operator Console User Guide Page 8 Samsung Xchange Operator Console User Guide T
14. would have B been Consult and Transfer in place of Make call This is appropriate because if you are already on a call then the expectation is that you are clicking on the extension with a view to transferring the call to them Samsung Xchange Operator Console User Guide Page 17 Samsung Xchange Operator Console User Guide The icons colors on the Extensions list have different meanings solid red means that the extension is engaged on a call and fluttering yellow means that there is a held call at the extension solid grey means the extension is offline 100 Administration O 101 nD Clicking the Send Message option on the context menu will open the 201 Ian mae ca integrated chat window Then you can send instant messages directly to 203 Patrick Macel Transfer that user or extension Full information on messaging can be found in e _ the Messaging chapter Send Message Setfomardal gt f You can also right click on an extension and select the Call History Set Do Not Disturb a a ra option to see their call history You need to have a security policy with sufficient rights to do so but you can use their call history as easily as your own with all the functionality 3201 Anton 3204 Alex intact Two important options that Operator Console also offers in the context menu are the Set Forward All and Set Do Not Disturb functions which allow you t
15. you put anchors lt A gt around any telephone numbers The href should be Dial 123 and replace 123 with your real number If you want to put Dial buttons next to your input textboxes or under buttons then we suggest that you use the window OpenURL function and construct a string containing dial 123 as a parameter changing the number to the correct one obviously li Non web based When you want to make an outbound phone call i e by putting a Dial button next to a text box then do so by running or shelling the PhoneHelper exe program found in the same directory as Operator Console with a command line parameter of Dial 123 without the quotes So that s it for dialing options Unless you can think of any more More call control We ve seen what you can do with a connected call Can you interact with other calls Yes when a call is ringing you can choose to answer the call or deflect it transfer it Call Ringing Joe Cartwright a call is hold and drag the call from the incoming calls area and 020 794 60123 without answering it to another extension A quick way to deflect drop it over a specific extension it will be transferred straight to Eh Answer B amp the user extension If you want to use this feature then why not go ahead and try it out now Phone in from your mobile and see how it works and then you ll be ready if you need to deflect a call for real Deflecting calls
16. 3 Samsung Xchange Operator Console User Guide Settings and configuration Dahn left hand side Telephony settings When you first install Operator Console it takes you through an installation phase where you need to tell it your telephony server s address and your extension number When it does this it presents the Telephony settings page of the Configuration window so you may have seen these before You re not that likely to change these settings but you might as well know what they do The first option Server contains the details of your telephony server The Extension option contains the local user s extension number The next choice Login is useful when several people share the same PC Read the three choices and select which one Telephony Server Extension Login Enter any additional extensions to monitor for ringing calls separated by commas Extensions The Settings menu contains many options that you can change to improve your enjoyment of Operator Console Let s take a look at some of the more common ones If you select the Configuration menu item from the tray menu then you are given a page with options on the localhost gt Detect Enter the machine name or IP address 201 Windows login Specified username and password Username Password Do not login best fits your mode of working Note If you want to be completely anonymous as a user on
17. 9s 1m 14s 3m 18s 35s 2s 2s 7s 18m 39s 19s Page Direction m No ans Missed Missed In In 11 recent calls The next 50 can be accessed by pressing the page right button in the bottom right of the window Also to aid readability you can hide and show individual days from your history by pressing the expand collapse button to the left of the date Samsung Xchange Operator Console User Guide Page 20 Samsung Xchange Operator Console User Guide Messaging Sometimes calling a colleague isn t an option but you really need to get in touch with them perhaps they are on an important call so you don t want to interrupt but have important relevant information That s where Messaging steps in to help out You can use the integrated chat window to communicate with them without tying up their line or having to interrupt a connected call To start a conversation click on the Extensions tab then right click on the extension or user you want to send a message to and click the Send Message option on the pop up context menu Conversation All of the previous messages in the 2 Chat 202 ec C fa conversation are displayed here in chronological N order Just click on any hyperlinks to follow them Hi Wendy please don t forget to send me the French document 0515 202 Hi lan I m going to email it over to you Withirf ffe next tew hours To box Names numbers of the message recipients 0216 M
18. Recent list and which hints the software has shown you clearing the hint history allows the software to show you the hints again Samsung Xchange Operator Console User Guide Page 25 Samsung Xchange Operator Console User Guide Dialing settings This page allows you to turn on and off dialing from all the Dialling a different types of application that the software supports As Selectthe methods of dialling to use a review the different methods of dialing are Clipboard NEC en v Application dialling v TAPI dialling requires restart dialing where you copy a telephone number to the Select the applications and web sites to use dialling from clipboard and the software detects it Web page dialing Application Domain Form Page where the software automatically scans web pages in Internet Explorer and converts anything that looks like a telephone number into a clickable hyperlink and adds new buttons next to telephone number fields that you have told Add ID Edit E Remove E Import beh Export it about Application dialing where the software adds new Dial buttons to applications that you have told it about Choose the criteria to use when searching for valid numbers and TAPI dialing where any application that supports Minimum length Maximum length Must start with Microsoft TAPI can dial through Samsung Operator Console Any applications or webpages that you have told t
19. Samsung Xchange Operator Console User Guide ae Incoming calls Held calls AI O A Samsung Xchange Operator Console User Guide Contents ie let en acer rate a o UU O te aandupene tenuate Welcome to Samsung Xchange Operator Console cccccssseccccsseccccensececeesececceecceeeuseceseeseceseegeceeseeneeetas A unn EET E ATE E SETTE EE E NE E E Operator COn ee re ee re El Ian tad ANSWELINE CANS sra toca Transtertme calls Consult ee tii Transteriae calls DIE ia 10 Place cal ON MONO dit 11 Retrieving calls from on hold oocccccoccnnncnnccnnnnnncnnnnnnconnonanonnnonaronnnnnorononononnnnnnrnnnonanrnnonnnrnnnonaronnnnnainnes 11 EINE Calico ee ae ee ae 12 MORDE cal ee ee ee ee 12 More calco trol 16 Directories ec nn a a aaa a a aaa a 17 A APR o 5 o A 17 nn e e O ee 17 CONTACES erasmo pio sas 18 nn a e Eo EEE E or A 20 MESSE N aso bo bie 21 Message ISO reirnos ita een une 22 PEI ras 23 Settings ana CORE SL ON ee 24 TEIEDNONVSCHEID De ee ee ee ee ee een 24 FMS TRACE SELL PP ee ee A 25 DIS UNE SEEN Se ee ee nee 26 EVER SE IR ee ae Ma Eee 27 PEC ON e er 28 Social NEIWOTKINESELLINE Sos T 29 PACS VCO MS UU NMS Sindica conil 30 Verom Mod A eee ee eee eee 31 Samsung Xchange Operator Console User Guide Page 2 Samsung Xchange Operator Console User Guide Introduction Welcome to Samsung Xchange Operator Console Samsung Xchange Operator Console Operator Console
20. a similar function in that it displays Log information that is useful in the event of a problem Devices Name Type State Telephone System device devUC Device ONHOOK The Devices list shows the devices that are being used this could include hardware and any apps that you have integrated with Operator Console C Turn on logging The panel below shows the log entries a Turn on logging By default logging is turned off but you can turn it on by ticking the Turn on logging tick box Once enabled the log keeps a record of what Operator Console attempts to do and whether it was successful or not This information can be very useful when troubleshooting an issue click the Copy to clipboard button and paste the info into a document O Copy to clipboard Samsung Xchange Operator Console User Guide Page 31
21. ails on setting up integrations can be found in the specific addin guide for your application s The Integration test area allows you to test the settings you have entered by entering a telephone number and seeing if the software can find it If the number is found you can click the Show contact button to make sure that popping works When you are done click Save The new integration will be available immediately Samsung Xchange Operator Console User Guide Page 30 Samsung Xchange Operator Console User Guide Versions amp Log settings The chances are you will never need to look at these pages Versions a but it is best you know what they are for just in case Samsung Xchange Consol a Most software these days consists of several small Version 2 3 3 0 programs and libraries that form a whole and Operator Console is no different The Versions page lists the version AAA her used for each component part that makes up Samsung Operator Console This information can be used to track A down any rogue element that perhaps hasn t updated A Acura 130 401 correctly or to provide clues to a problem s cause Should a ae something like that happen you could click the Copy to eng clipboard button and then paste the info straight into a la sneccecovectoyan 2320 addinWebCRM dll 2 3 2 0 document or email U Copy to clipboard The Log page performs
22. ave button and in future next time you refresh the page it will add a Dial button next to the text box It is very common to store telephone numbers on a PC particularly in contact management applications However applications actually vary a lot as to how these numbers are presented This gives quite a challenge for applications such as Operator Console to make dialing possible Fortunately we ve been doing this kind of thing for a while and we ve put some nice tools into Operator Console to allow you to dial from other applications The first and easiest of all of them is Clipboard dialing Clipboard dialing can be turned on in the Configuration gt Dialing settings page When on Operator Console will keep an eye on the clipboard and if you copy something to it that looks Click here to dial 01632960321 like a telephone number then a bubble will appear u from the tray icon that asks you if you want to call the number Clipboard dialing When using this method of dialing you may want to help Operator Console know what is a valid number by entering a minimum and maximum length and possibly a prefix that numbers must start with This can be done in the Dialing settings page If you regularly dial from a certain application then there may be a quicker way to dial This involves a detection phase where Operator Console learns your application and is called Application dialing To try it out then
23. ce when calls happen happen Just select the relevant action from the relevant imss Noaction z On answer No action hd dropdown list On ringing On answer or On outbound YOU onoutbound Noaction z can also tu rn on or off the unobtrusive Preview window for Preview window V Show preview for call notification X a a Y Show preview for message notification all calls and messages by ticking or clearing the boxes Use following external programs when selected events occur The software can also be configured to run one or more custom executable on selected events To configure this press the Add button and configure the following information r 7 ES Add Edit Remove bet Import bi Export The Event list is used to select the event on which to run HA u the program vp Event a The Program box allows you to select which executable to run Event Calk Ringing z This box should be left blank to load an internet browser Direction All Calls All y The Parameters box allows you to either choose the command Program line arguments for the program or in the case of a browser the Enter the full path of the program to run To launch a Sc URL to load When using a URL make sure that you include the Parameters URI scheme i e HTTP Then you can include in the Enter the web page including HTTP or parameter to pass to the executable E g Ca
24. ched histories Contact history Recent Hints you can change the language used by selecting from the Language dropdown list If your language is not in the list contact your reseller to find out when it will be available Any changes you make to the language will take effect next time you start the software By default many of the software s windows have a skin to make them look nice Your reseller may have added their custom branding to the skin too If you find that you don t like the skinned windows perhaps for accessibility reasons you can turn them off by selecting No skin from the Main window dropdown The next time you load the software the windows will all be standard Windows style windows using the theme from your operating system The next section on the Interface page allows you to choose a sound to have your computer play when a new message is received your phone is ringing and or you have a call waiting This can help you to uniquely identify that it is your phone that is ringing and not a colleague s You can also tick the box to have your computer s sound automatically muted whenever a call is in progress which is useful if you listen to music or Internet radio while you work giving you a more professional appearance The last section of the Interface page has buttons you can press to quickly and securely clear the contents of your contact history recent numbers as shown in the
25. e are typed here or you can use the button at the NEE ER DIN end of the box to add them see Select Peer below Multiple recipients should be separated with semi colons Rich text Select the input text to modify then select an option from this popup menu to apply an effect or select an option and then type Text input Type your text here and press Enter to send your message Hyperlinks can be typed or pasted and are formatted automatically Select Peer If you click the button at the end of the To box to add recipients you ll see the Select Peer screen It lists the different users extensions and supported devices connected to the telephony system Type Select which type of peer to display from All DL Select Peer Extension All devices or User Type Extension Im Search button If you change the search text click a a the Search button to update the list O 3203 Cathy On hook Device 2025 Ellis On hook Device Mi u aa Search text Enter the text to filter the search gt nn open results by To show every peer of the selected type 24 Libby Mcintyre On hook just leave this box blank O 203 Patrick Mace On hook O 3202 Thomas On hook Device lianas i Hals 2 Peer results The peers that have been found are displayed here Select the peer to add and click OK multiple peers can be added simultaneously by holding down the Control CTRL key and
26. e www acmeltd com 13 30 37 ti ti it b i EEEN continue a conversation once it s been 21 08 2011 reopened a 17 08 2011 Me See you tomorrow 17 35 31 page 1 M Page Use the arrow buttons or type the page number you want to view into the box Search text Enter the text to search for within the messages Leave this blank to show every message Samsung Xchange Operator Console User Guide Page 22 Samsung Xchange Operator Console User Guide Preview window When the Operator Console is minimized and you make or receive a call the Preview window should appear It contains much of the information about the call in a more compact format than the main window Plus it will disappear shortly after a call connects Let s review the main parts of the window Close button Use this to make the Preview window disappear Call Connected Joe Cartwright us 020 794 60123 Contact information The telephone number and name of the other party Ey Hangur fh BB 13 Call control actions Use these to interact with the call Using some of these will display the main Operator Console window The actions at the bottom of the Preview window adapt to the state of the call The example picture shows the actions that are available when a connected call is in progress To conserve space the text is only shown for the first action The rest are depicted by their icons only Samsung Xchange Operator Console User Guide Page 2
27. ending transfer bit is important If you are transferring then the call will be put straight through remember to say goodbye first Samsung Xchange Operator Console User Guide Page 9 Samsung Xchange Operator Console User Guide Transferring calls Direct It is also common to transfer current calls directly to an extension To do this you must be connected to the call as opposed to it being on hold or ringing To transfer a call you do NOT press the Hold button The Hold button has a different purpose more about his later Instead you press the Transfer button e Using the Mouse and or Touch Screen Go to the Extensions tab in the Directories and Messaging section select the extension that you want to consult right click with the mouse or press the touch screen for few seconds and choose the option Transfer from the drop down menu Auto Extensions Contacts History E ADMINISTRATION 205 Chan Yu B Consult Or the easiest and fastest way just catch the connected call by clicking the left button and then drag it to the extension or user the call will be transferred straight to the chosen extension This is only available for a call that is ringing e Using your Desktop Phone Dnd Off Forward Off Incoming calls uu Call Joe Cartwright amp 020 794 60123 52m 53s Called 201 Crm Directio PF oun PE Eh Hangup Gi Hold Messages None Auto Extensions Contacts N
28. for the highlighted caller Location Speaking clock London amp 020 794 60122 If a number on the left side of the window is a new contact ItS tne number 02079460122 was not found Similar contacts appearance differs giving other options in a proactive and predictive Name Tel Town manner For example Operator Console searches for any similar existing mece ron contacts and if any are found the Auto window will display a list with the information found you can access that information by clicking the Show Contact button or click the Add Number button to associate the number with the contact found If no similar existing contacts are found you can tesen tendon E New contact u y click the New contact button and a new contact record will be added to your Contacts This is covered in a later section Contacts Extensions In its most basic form the Operator Console window provides a Ba PRODUCTION O 204 Libby McIntyre quick way to check the availability of your colleagues HUMAN RESOURCES If you click on one of the entries in the Extensions list then a 1 ten Descon context menu should appear Assuming that you are not already sass 203 Patrick Mace 202 Wendy Rowell on a call then the menu should contain the Make call item By ADMINISTRATION 205 Chan Yu choosing this action you can then dial the extension directly If you had been on a call already then the choices
29. give you the opportunity to pop their page in whatever social networking site it found them just like if it finds them in your CRM app To add an account s details click the Add button and the Social Networking settings screen will open Social Networking Social Networking integration will search configured applications using the email address of any found contacts Integrate with the following social networks Username Status Add Edit Remove Select the social network these account details are for e g Facebook Xing etc from the Provider dropdown box and click OK Social Networking settings Enter your Username and Password into the text boxes and then click Proyider Facebook OK to add the details to the list Username us If you ever need to modify an account s details just select it in the list Searching will include all network users and click Edit to open the settings screen modify what you need to Cancel p 8 y y You can delete an account from the list by selecting it and clicking Remove This action cannot be undone so use with caution Note Deleting an account from this list does not delete the actual account with the social network deleting it here just stops Operator Console from using it to look up callers Click the Save button on the main configuration window to apply any changes you ve made or click Cancel to
30. he Mouse and or Touch Screen Click or touch the hold call window Held calls Paris France amp 33 1 233 44 405 a Called 200 Receptionist Direction Inbound Samsung Xchange Operator Console User Guide Page 11 Samsung Xchange Operator Console User Guide e Using your Desktop Phone From your handset press the Hold button to retrieve the held call Ending calls When Operator Console has an active call displayed in the incoming call area and you have finished talking with the person you have several different options available to end the call e Using the Mouse and or Touch Screen You can terminate a call from the incoming call area or with the call control buttons by doing the following actions Click or touch the Hangup button gun Call Paris France ya gt 33 1 233 12m25 i Harup 4O R de 33 1 233 44 die wa il Called 200 Pruebas Direction Inbound E Hangup Gi Hold e Using the Keyboard A faster way to end a call is using your numeric keyboard just press the key shortcut to u n hangup The default key is e Desktop Phone Hang up your handset to end the call Making calls So we re going to look at ways of making it easier to call people But at the same time we don t just want to use technology for the sake of it So where do we start Well the best way to do this is to look at the different ways that you posveope tions 01632 960487 Acme
31. he software to add Dial buttons to appear in the table Click Add to launch the wizard described earlier in this document that allows you to add a new application to the table You can use the Edit and Remove buttons to correct any mistakes you have made If you have set up some applications that you dial from and are now moving PC or want to give the settings to another user you can use the Export button to export the dialing settings of the applications and webpages that you have set up and save them in a single file named dial settings If you have a dial settings file and want to add the settings from it to your software you use the Import button The last section on this page allows you to define what telephone numbers look like to help the software more accurately determine whether a string of numbers it sees in a webpage or on the clipboard is really a telephone number or not You can tell the software the minimum and maximum length of telephone numbers anything outside the range will be disregarded as not a real telephone number and you can also specify that telephone numbers must begin with a certain string of characters Samsung Xchange Operator Console User Guide Page 26 Samsung Xchange Operator Console User Guide Events settings You can make the software either show the Operator Events vi Console window or pop the contact when certain events selectthe action to take pla
32. he telephone number of someone who you spoke to recently The call History window is accessed from the History tab in the Directories and Messaging section or from the tray icon menu As well as reviewing recent activity you can dial someone from here by clicking on their telephone number and you can access their contact record here by clicking on their name we saw this in the Contacts section It s good practice to store the names of people when you speak to them especially if you re likely to speak to them again By default the call History screen returns the 50 most YI U U U IN SU EU yy y y Date Time Today 11 57 06 11 57 33 11 33 49 11 21 09 09 50 31 09 38 03 09 28 04 09 26 32 Yesterday 16 58 07 16 57 15 16 56 48 16 55 28 16 52 06 16 44 39 16 44 05 16 07 10 16 00 11 15 48 25 15 48 12 Telephone 004922334455 0033123344 213654898 2 21334987446 123456789 123456789 123456789 654789321 004922334455 32165 123456789 123456789 123456789 123456789 254361744622 2635648624 123456789 123456789 History Name H rth Rheinland Germany Paris France Unknown Unknown Unknown Busher Marcus Busher Marcus Busher Marcus Unknown H rth Rheinland Germany Unknown Busher Marcus Busher Marcus Busher Marcus Busher Marcus Unknown Unknown Busher Marcus Busher Marcus Duration 16s 3m 39s 3s 1h 43m 12m 24s 6m 32s 19s 3m 37s 47s
33. ller Call CallerContact Tel Parameters any number of values from the call For instance to cna Output the caller s telephone number you can include Call CallerContact Tel To use the telephone number of the remote party as opposed to the caller who may be the local user you can use the syntax Call Contact Tel or you can use Call Contact DisplayTel to get the formatted number Finally to help testing you can use the word Message Box in the Program entry if you want to show a message box with the translated Parameter output Samsung Xchange Operator Console User Guide Page 27 Samsung Xchange Operator Console User Guide Recording settings If you use voice recording you can automate the suspension of Recording recording by telling Operator Console which applications are P Aow recording suspension Se associated with increased privacy For example let s say that suspend recording when the following applications are detected Application Do Form Page you accept credit card payments over the phone and you use an online payment portal to do so while speaking directly to the customer You need to suspend the recording while the details are exchanged Simply adding the online payment portal to the Add Edit Remove E Import kl Export list on this page allows Operator Console to recognize when it is A i Resume recordin opened it can then automatically suspend the recording in ia en p
34. o department Held calls 100 Administration O 102 Wendy Rowell Agent 202 Wendy Rowel O 203 Patrick Mace ls 301 Anal 303 Anas O 3201 Anton 3203 Cathy 451 L Call mg L B Hangup From your handset press the Transfer button followed by the extension number Samsung Xchange Operator Console User Guide Page 10 Samsung Xchange Operator Console User Guide Placing calls on hold Sometimes it s necessary to hold an active call either you are receiving other incoming calls or to check the availability of a specific person When you place a call on hold it will be located in the held calls area You can place a call on hold by using the following options e Using the Mouse and or Touch Screen Click or touch the Hold button in the call window gan Call Paris France a 33 1 233 44 12m 255 G Called 200 Pruebas Directions Inbound i Hangup a Hold e Using the Keyboard When the call is connected just press the key shortcut and it will be placed on hold e Using your Desktop Phone From your handset press the Hold button to place the active call on hold Retrieving calls from on hold Calls are retrieved for different reasons maybe you ve finished handling a different incoming call or the person that you tried to contact was not available You can retrieve calls from on hold by using the following options e Using t
35. o do This is where we show you how to get the most from the software Plus it s presented in a topic by topic way so you can read the sections that you re interested in first So what would you like to know Have a look at the choices below Answering calls Transferring calls Holding calls Ending calls Making Calls More Controls Auto functions Extensions functions Contacts functions History functions Messaging functions Settings and configuration How many options do you have to answer the calls Which are the best Transferring calls Find the best way to transfer calls How to place calls on hold Are there different ways to end calls How many different ways can you make calls Which are the best Which other controls are available for the calls Automatically display information relevant to the current call Publish your availability and view status of colleagues How to assign names to callers and how best to use this information Taking a look at your call history and what you can do with it Chatting via the built in instant messaging client and reviewing previous conversations How do you configure Operator Console to get the most out of it Samsung Xchange Operator Console User Guide Page 6 Samsung Xchange Operator Console User Guide Call Handling By now you will probably have seen the call handling area of the Phone Console window a number of times It appears when you make or recei
36. o set up automatic forwarding of incoming calls to other extensions and setting your availability status These options can also be configured Dnd Off Forward Off Message Off from the top of the Call Handling area You can also see the Message option which notifies you of any voicemail messages gt Message 1 that have been left Contacts The Contacts window is accessed from the Directories and Messaging area It provides access to a company shared Contacts book Unless you re the first person to use the software at your company then there are probably some entries already in there Go ahead and have a look Don t worry about filling in any of the boxes just type some characters in the text box at the bottom and see if there are any entries already there No none in there No problem we ll add one now If you Ecoma OA did see some entries we ll discuss the results page shortly contare Contact J But first we re going to add another entry Name Company At the bottom of the window press the a amp Phone 2 B amp New contact New Contact button This will present Phone 3 you with a blank Contact window Enter Address a name company and phone number in the relevant boxes Town All of the boxes from the Contact window including the Web cte Notes box at the bottom can be searched You can also interact with some of the boxes to make a call send an Notes Postal code email
37. ransferring calls Consult It is common to make a consult call before completing a transfer to an extension Options to complete this operation are described below to follow these you must be connected to the call e Using the Mouse and or Touch Screen Go to the Extensions window in the Directories and Messaging section select the extension that you want to consult and right click with the mouse or press and briefly hold the touch screen and choose the option Consult from the drop down menu Auto Extensions Contacts Histor No department TT E The number of user extensions displayed can be quickly reduced by simply typing in the data entry panel The search is undertaken as each digit character is entered e Using the Keyboard Extensions ADMINISTRATION gt u J ioa 205 Chan Yu First select an extension in this example 205 by typing it in the data entry panel This will automatically activate the Consult button and then press the key shortcut Enter to 59 make the consult call x Clear B Consult When you have finished talking to your colleague you can either click Call nag to return to the original call or click Complete to transfer the Cance Chan u original call to your colleague 5 y 8 2 205 365 Caller 200 Receptionist irectian Internal When you are consulting the original call will be placed on hold pending transfer the p
38. rogress Furthermore it can also detect when the same app is closed and automatically resume the paused recording for you For automatic suspension to occur you must have ticked the Allow recording suspension tick box Samsung Xchange Console Recording muted To add an application to the list click the Add button to start the Recording wizard The wizard will guide you through the process of Operator Console can let you know when recording has been suspended and resumed using notification bubbles that pop up above Operator Console s tray icon To turn them on or off tick or clear the Show messages tick box Note Additional hardware is required identifying your app whether it is an online portal a standalone commercial program or one you ve developed in house You can edit existing apps settings by selecting an app and clicking Edit There are far too many possible values that could be encountered on the Edit screen that we can t cover them here so we would recommend NOT fiddling with them unless you know what they mean To delete an app from the list select it and click the Remove button This cannot be undone unless the app s settings have been saved previously Saving your apps settings is so quick and easy that there is no excuse not to All you have to do is click Export and then select where to save the recording settings file we recommend keeping a copy
39. tor Console Psterborough 01733 449 328 doesn t know who the other party is that you re speaking to then it will show a town or location name instead ly Hanu MH RAS It does this in an effort to be helpful but if you really want to help yourself then you ll add a name to the contact for future use How do you do this You press the New contact button on the right hand side of the FE Preview window You already knew this didn t you You can then store the caller s details FR for future use Adding contact details from the History window You may find it easier to add a contact s name and other details after the call has ended This is fine you can concentrate better this way To do this go into your call History and click on where the name would appear it will be a location name in brackets instead When you do this the Create contact window will appear like before Date Today It s a good idea to have a look in your call History from time to 162801 01162561000 Leicester 11 mins 52 secs 14 50 37 01234567890 Bedford test 24 secs time and enter caller s details in this way That way when you re looking for someone s number you will be able to find it Samsung Xchange Operator Console User Guide Page 19 Samsung Xchange Operator Console User Guide History Once you ve used Operator Console for a while you will come to rely on the call History It s a great way to find t
40. ve a call Let s take a moment to review the items in the area Dnd Off Forward Off Messages None Qo I i Il Held call e 5 EEE es Status Options Enable or disable DND een AS Forward or Messages m 5 Called 201 Crm Fe eee Seite Held Call Current held calls awaiting rection nboun transfer or another action 6 Incoming calls New incoming calls waiting to be answered appear here Current call actions Use these to interact with the call which you are qu Call Call ng taking at the moment Joe Cartwright Cathy 2 020 794 60123 29s 3203 19s Caller 201 Crm Caller 201 Crm Direction Outbound Direction Internal f Hangup 7 Eh Cancel fis Complete fu Call Contact information The name and telephone Joe Cartwright number of the caller or called person w 020 794 60123 10m 475 l l Call information Other information of the a Caller 201 Crm current call ee nn Call actions Use these buttons to interact with i Hangup fi Hold the current call Call Connected J A call can also be controlled from the Preview window The preview Joe Cartwright i i in ar window will pop up when a call is made or received but only when the Operator Console is minimized Ey Hang fi B B 5g The information presented with each call will enable you to determine the best way to handle it You will discover the flexibility in options that the Operator Console offers to you allowing you to interact with the calls and
41. your network then you can choose not to log in Be careful if you use this though because there are some features in the software that require a logged in user to work The final choice is Extensions This text box allows you to monitor for ringing calls of any other additional extensions Just add the extensions numbers separated by commas and this part of configuration is complete Samsung Xchange Operator Console User Guide Page 24 Samsung Xchange Operator Console User Guide Interface settings The Interface page allows you to change settings relating to interface 9 the look and feel of the software including actions that moa Application load Y Start automatically with Windows happen when calls take place Language Auto detect sE Main window Default skin 4 To have the software start automatically when you log on to Windows put a tick in the tickbox The setting will take seecttnesounasto play when messages are received effect next time you log on to Windows New message De Select the sounds to play when calls are received Language packs are available for the software to change the onringing De language of the user interface By default the software will ws os Mute speaker when call in progress attempt to automatically select the language to use based on the language setting of your operating system However erthefollowing ca
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