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Splicecom PCS 572G, User Manual

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PCS 571/572 User Manual

 

 

 

 

 

Basic Call Handling 

8 

 

PCS 571/572 User Manual v3.2/0913/1 

 

For further information on using Account Codes on your telephone system please refer to your System 
Administrator. 
 

Answer a call 

On receiving a call your handset will ring and Call Status will display the details of the call: 
 

 

Internal call 

External call 

First line - the caller’s name (if recognised by 
the system) and the caller’s number 
 
Second line - who the call is for.  This will 
either be your name, the name of the 
colleague who has diverted their calls to you 
or a Department name. 
 
Third line - the duration of the call. 
 
This information enables you to answer the 
call in the required manner. 

 

 

 

 

To answer the call lift your handset or press the Speaker button 

 

Reject a call 

 

If you do not wish to answer a call press the context sensitive key beside the Reject icon 

 
The call will be passed to your Forward on Busy number (if set) or passed to voicemail (if enabled) or 
cancelled.  (Please refer to your System Administrator for further information on your Forward on Busy 
number.) 
 

View a note 

During the process of a call you can view notes related to that call or to the contact the call was made to or 
received from.   The note might have been added when the call was originally received by, for example, 
the receptionist before transferred the call to you and may give details of the nature of the call helping you 
to deal with the call proficiently.  If the call is received from or made to an external number stored on the 
central database you can view the notes previously saved with this contact. 
 

 

To view any notes press the context sensitive key beside the Notes icon 

 
Please note: 

 

If the originator of the note has added the note to the call only, this text will disappear once the 
call has ended. 

Summary of Contents for PCS 572G

Page 1: ...PCS 571 572G User Manual September 2013 ...

Page 2: ...S 571 572G User Manual Document No 025 Version No V3 2 0913 1 Copyright SpliceCom Ltd SpliceCom Ltd The Hall Business Centre Berry Lane Chorleywood Herts WD3 5EX Tel 01923 287700 Website www splicecom com ...

Page 3: ...ry 18 View the contents of your Calls History 18 Identifying the type of call 18 Details of a call 19 Missed Calls 19 Redial a number 19 Ring back a caller 20 Select an alternative number to dial 20 Delete a call 21 Contacts Directory 22 View the Directory 22 Make a call via the Directory 24 Transfer a call via the Directory 25 Alternative method to view the directory 26 Departments 28 Working as ...

Page 4: ... 46 Finding your messages 47 Record a Greeting 48 Using an Assistant telephone number 48 Send a message to email 49 Listen to a message while on a call 50 Leave a message for a colleague 50 Transfer a call to a colleague s voicemail 51 Record a call 52 Record a Memo 52 Voicemail for Departments 52 PCS 571 572 Administration 55 Hot Desking Log In 55 Remote PSTN 56 Operator Console Mode 58 Phone Inf...

Page 5: ... account will store all of your User settings as described in the User Settings section from page 31 so that when you login to another handset as described in the Hot Desking Log In section from page 55 these settings will be available to you and your calls will be routed to whichever phone you are logged on to Logging On In most implementations the PCS 571 572 will be your permanent desktop phone...

Page 6: ...e can be configured so that your calls can only be handled hands free when using a headset in most cases and the handset will become inoperable This may have already been configured for you Please refer to your System Administrator for further details Screen Saver Mode Your PCS 571 572 may be configured so that the context sensitive display will dim after your phone has been idle for a certain amo...

Page 7: ...Please refer to page 16 for further details The Speaker button will place your phone off hook and enable you to use hands free mode Please refer to the Changing the volume section from page 16 for further details The Recall button is used place a call on hold Please refer to the Place a call on hold section from page 11 for further details The Messages button will enable you to view your Calls His...

Page 8: ... free when you press this key your home page will be displayed Feature Highlights Access to the System Database Your PCS 571 572 gives you access to a database of information stored on your maximiser system that provides directories of telephone numbers internal and external to help you to quickly and easily make and transfer calls Dial Ahead The Dial Ahead facility allows you to enter a number on...

Page 9: ... contact your system administrator for further details Viewing Notes during a call During the process of a call you can view notes related to that call or to the contact the call was made to or received from The note might have been added when the call was originally received by for example the receptionist before transferring the call to you and may give details of the nature of the call helping ...

Page 10: ...IP Phone designed to work with maximiser to address everyday business telephony needs The PCS 520 is a display phone with pre configured system access keys desktop paging and combined Do Not Disturb Message Waiting LED with the entry level PCS 505 completing SpliceCom s range of desktop phones SpliceCom s iPCS is a native IP Phone application for Smart Phones and Tablets allowing a mobile device t...

Page 11: ...l have changed your mind and wish to stop the call press the context sensitive key beside the Hang Up icon or replace your handset If you are required to enter further digits once the call has been made for example when presented with an auto attendant use the alpha numeric key pad to enter the digits Account Codes Accounts codes can be used on your telephone system to analyse outgoing external ca...

Page 12: ...call press the context sensitive key beside the Reject icon The call will be passed to your Forward on Busy number if set or passed to voicemail if enabled or cancelled Please refer to your System Administrator for further information on your Forward on Busy number View a note During the process of a call you can view notes related to that call or to the contact the call was made to or received fr...

Page 13: ... Ahead will also enable you to check the availability of a colleague before making the call Entering an internal extension number If you enter an internal extension number on the keypad Dial Ahead will check the status of your colleague s extension as follows The red busy icon will be displayed if the extension is busy otherwise your colleague s extension is free The blue DND icon will be displaye...

Page 14: ...yed and the following option will be available Press the context sensitive key beside the Choose icon to display the list of numbers stored for this contact and dial this contact s mobile number for example For further information on the Contacts Directory please refer to page 22 Please note that if the Overlap Dial feature has been disabled on your handset Dial Ahead will be the only method of ma...

Page 15: ...s facility is used when you wish to make a new call when transferring a call or creating a conference call for example 1 Press the Recall button 2 External callers will be played music on hold if configured Please refer to your System Administrator for further details 3 To retrieve the call press the Recall button Transfer a call Announced Transfer 1 Place the call on hold by pressing the Recall b...

Page 16: ...he number to be dialled internal or external number 3 Once the ringing tone is heard replace your handset or press the Speaker button if using hands free You will no longer have control of the call Receiving a Transferred Call When you have received a transferred call the route of the call can be viewed in the History pane Press the context sensitive key beside the Notes icon The History pane will...

Page 17: ...ur System Administrator for the relevant short code Calls can be picked up via a short code This is useful if you wish to pick up a call parked in a slot not displayed on your PCS 571 572 Colleagues who are using an analogue handset may also need to use a short code to pick up a call Please refer to your System Administrator for the relevant short code If a parked call is not picked up within 5 mi...

Page 18: ... to a 2 way conversation with your calls as follows 1 Press the context sensitive key beside the Conference icon 2 The call you are currently connected to will be displayed in the Call Status Use the context sensitive key beside the Switch icon to toggle between the two calls The call you are currently connected to will be displayed in Call Status Each call can be transferred or ended in the norma...

Page 19: ...d Please refer to your System Administrator for further information on your Forward on Busy number Alternatively 2 Press the context sensitive key beside the Answer icon Your original call will be put on hold Alternatively 2 The call waiting message will disappear after approximately 5 seconds and call status will return to the screen with the details of your current call displayed 3 Press the con...

Page 20: ...et to hands free press the Speaker button and replace the handset From hands free to handset lift the handset Please note If you press the Speaker button while using hands free you will end the call If your PCS 571 572 is configured so that your calls can only be handled hands free when using a headset in most cases this feature is not available For further information please refer to the Hands fr...

Page 21: ...l increase or decrease Changing the Volume during a call Hands free volume If you have answered the call using the Speaker button Press the Volume Up or Down buttons as required The hands free volume will increase or decrease appropriately Handset volume If you have answered the call using the handset Press the Volume Up or Down buttons as required The volume of your handset will increase or decre...

Page 22: ...d voicemail will be displayed Entries are listed in date and time order with the newest at the top There is no limit to the number of completed calls and voicemails that can be listed However only the last 10 missed calls are recorded Use the Page Down and Page Up buttons to display the entry required Press the Page Up button to go to the bottom of the list Press the Messages button to return to y...

Page 23: ...led In the brackets your user name The number that you dialled The time and date of the call If the call was made today the date will not be displayed Missed Calls An incoming call received by your phone that is not answered either by yourself or by voicemail will be registered as a missed call in your Calls History The Missed Call banner will appear within the default home page and the SpliceCom ...

Page 24: ...ceived by the system this facility will not be available Select an alternative number to dial If a call has been made to or received from a number recognised by the system alternative numbers stored against this contact can be accessed via the call details 1 Press the Messages button 2 From the Calls History press the context sensitive key beside the call required 3 Select the context sensitive ke...

Page 25: ...r has been exceeded You can also manually delete an entry if required 1 Press the Messages button 2 From the Calls History press the context sensitive key beside the call required 3 Press the context sensitive key beside the Delete icon 4 You will be asked if you are sure that you wish to delete this call 5 Select the context sensitive key beside the Yes icon If you select No you will be returned ...

Page 26: ...ables you to call or transfer a call to an external contact such as a customer supplier partner etc entered on the database If you do not wish the directory to display external contacts stored on the database please refer to the Directory Filters section from page 38 The directory will also enable you to call or transfer a call to an internal Department where the call can be answered by any one of...

Page 27: ...ted Further keys can be pressed to reduce the search For example if you were searching for eg Barry you could press 22779 or Use the Page Up and Page Down buttons to find the specific entry required or Press the Page Up button to go to the bottom of the list Press the context sensitive key beside the Backspace icon to edit the entry Once you have found the entry you require Press the context sensi...

Page 28: ...ace icon to remove or edit this entry if required You can view a directory entry while on a call if for example you wish to look up a contact s phone number Busy Lamp Field for Users An entry displayed for an internal User will indicate if your colleague s extension is busy An internal User displayed with no icon indicates that your colleague s extension is free An internal User displayed with a r...

Page 29: ...itive key beside the number you wish to dial The call will be made automatically 7 Wait for the call to be answered and announce the call 8 Transfer the call by replacing your handset or by pressing the Speaker button You will no longer have control of the call If at any time during this process you wish to return to your original caller press the Recall button Alternatively this method will allow...

Page 30: ...your default settings as follows Disable the default Keypad Mode 1 Select the Favourites button 2 Select the context sensitive key beside the Settings icon 3 Select the context sensitive key beside the Defaults icon 4 Press the context sensitive key beside the Keypad Mode icon to remove the tick and disable this feature 5 Press the context sensitive key beside the Back icon to return to the Settin...

Page 31: ...PCS 571 572 User Manual Contacts Directory PCS 571 572 User Manual v3 2 0913 1 27 Further letters can be entered to reduce the search ...

Page 32: ...d in a Group The purpose of creating Groups on your system is to ensure the efficient handling of incoming calls For example you may wish to ensure all incoming calls to Reception are shared among several colleagues to ensure the calls are answered quickly or you may wish to ensure that support calls are shared equally among the Support team A Department determines the routing of a call to a Group...

Page 33: ...a Vision Call Centre the Wrap Up screen may display Completion Codes for you to select Please refer to your System Administrator for further details Make a call to a Department You may wish to ring a Department in order to talk to an available member of the Personnel department for example rather than ringing one specific member of that department only to find they are not available and then havin...

Page 34: ...ll If at any time during this process you wish to return to your original caller press the Recall button For further information please refer to the Transfer a call section from page 11 Calls History Your Calls History can also display the incoming answered and missed calls received for a Department Your System Administrator can configure this facility for you if not already available The name of ...

Page 35: ... personal list of regularly used telephone numbers internal or external These speed dials are displayed and accessed by selecting the Favourites button Speed dials set up for internal extensions will also act as Busy Lamp Fields BLF in other words they will indicate when that User is on the phone and can be used to pick up a call ringing on that colleague s extension There is no limit to the numbe...

Page 36: ...y beside the Cancel icon at any time if you do not wish to save the new speed dial Favourites page Your speed dials will be displayed in the Favourites page and can be used to quickly and easily make calls transfer calls and pick up calls Press the Favourites button The Favourites page can be accessed while the PCS 571 572 is idle or during a call The Favourites page will be displayed giving the 4...

Page 37: ...tor for further details If you create a speed dial for a number also stored on the telephone system s database eg a colleague s extension number when a call is received from or made to this number the incoming CLI outgoing number will be matched to the speed dial in preference to the database entry This means that the speed dial name will be displayed in Call Status instead of the name stored in t...

Page 38: ... answered and announce the call 5 Transfer the call by replacing your handset or by pressing the Speaker button You will no longer have control of the call For further information on transferring a call please refer to page 11 Call Pick up You can pick up a call ringing on another extension via the Favourites page This is useful if for example you wish to answer your colleague s phone when they ar...

Page 39: ...lect the context sensitive key beside the Favourites icon 2 Select the speed dial to be deleted 3 Press the context sensitive key beside the Delete icon 4 You will be asked if you are sure you want to delete the speed dial 5 Press the context sensitive key beside the Yes icon to delete the speed dial or Press the context sensitive key beside the No icon to cancel the deletion Favourite Groups Your...

Page 40: ...ils to make it easier for your colleges to ring you on or transfer calls to your mobile for example 3 By voicemail a when accessing your messages from your mobile or home phone please refer to your System Administrator for further details b your callers can be given the option to be transferred to your assistant number rather leave a message please refer to the Using an Assistant telephone number ...

Page 41: ...avourites display the Favourites page Contacts display the Contacts directory History display the Calls History Keypad display the dial screen 4 A tick will be displayed beside the option selected 5 Press the context sensitive key beside the Back icon twice to return to the Settings menu Off Hook Page By default when your phone is off hook the dial screen keypad will be displayed however you may p...

Page 42: ...thod of searching within the directory If disabled you will need to press a key on the keypad multiple times to enter the letter required in the search facility Please refer to the Alternative method to view the directory section from page 26 for further details Directory Filters The functionality of the Contacts Directory as described from page 22 can be adapted to suit your use of your PCS 571 5...

Page 43: ...ide the Defaults icon 2 Select the context sensitive key beside the Headset Ringing icon 3 Select the context sensitive key beside one of the following options Speaker the ringing tone will be heard via the phone s speaker only default Headset the ringing tone will be heard via the headset only Speaker Headset the ringing tone will be heard via the speaker and the headset 4 Press the context sensi...

Page 44: ...that you can pick up the call wherever you are All all calls to your extension DDI number and any Department calls will be diverted Dual All all calls to your extension DDI number and any Department calls will be diverted however your extension will also ring This will ensure that you can pick up the call wherever you are 9 A tick will be displayed within the icon for the option selected 10 Press ...

Page 45: ...ou By selecting an Out of Office Message this setting will also change your voicemail greeting By default your Permanent Greeting will be played please refer to the Voicemail section from page 44 for further details until a specific message has been recorded Please refer to your System Administrator for further information on how to record your Out of Office voicemail greetings Setting an Out of O...

Page 46: ...strator for further information For additional information please refer to the Departments section from page 28 If the Groups feature has been enabled on your extension the Groups option will be available in your Settings menu Log out of a Group 1 From the Settings menu select the context sensitive key beside the Groups icon 2 The list of Groups that you belong to will be displayed 3 A tick within...

Page 47: ... dial tone to remind you that this feature has been enabled Your calls will be automatically passed to your Forward on Busy number if configured or to voicemail if enabled or the caller will receive the busy tone For further information on your Forward on Busy Number please refer to your System Administrator When a colleague uses the Dial Ahead facility to dial your extension the blue DND icon wil...

Page 48: ...r the call press the context sensitive key beside the Reject icon The call will be passed to voicemail unless you have Forward on Busy set Please refer to your System Administrator for information on the Forward on Busy feature Listen to a message 1 Press the Messages button A list of historical calls and voicemail will be displayed Entries are listed in date and time order with the newest at the ...

Page 49: ...t this up for you if not already available Your colleague s name will be displayed in the brackets with each message so that you distinguish between your messages and your colleague s You may also be required to handle messages for a Department Please refer to the Voicemail for Departments section from page 52 for further details Message Handling When a message is selected the following options ar...

Page 50: ...re will not be available 1 Press the Messages button Your Calls History will be displayed 2 Use the Page Down and Page Up buttons to display the entry required 3 Press the context sensitive key beside the message required The selected message will become green and message will be played 4 Press the context sensitive key beside this message again The number that the caller rang from will be dialled...

Page 51: ...ample and do not wish to trawl through your calls history to find your voicemail messages This can be done by enabling the Messages filter and your incoming and outgoing answered calls will not be displayed Turn on the Messages filter 1 Press the Messages button 2 Press the context sensitive key beside the Messages icon 3 The icon will display a tick to indicate that this feature has been enabled ...

Page 52: ...d until a new daily greeting is recorded Record a daily greeting 1 Press the Messages button Your Calls History will be displayed 2 Press the context sensitive key beside the Greeting icon 3 Your current greeting will be played 4 When requested record your new greeting and press the hash key when finished 5 Your new message will be played back to you 6 Press the context sensitive key beside the St...

Page 53: ...tening to your greeting and be transferred to your Assistant telephone number You will need to re record your greeting to inform your callers that facility is available Please note if the Telephone Numbers option is not available then you are unable to change your Assistant telephone number Please refer to your System Administrator for further details the Assistant number is also used with the Cal...

Page 54: ...l you can listen to a message This would be useful if for example you wish to check the content of a message that relates to your current call Your call will be put on hold while you listen to the message 1 Press the Messages button 2 Use the Page Down and Page Up buttons to display the entry required 3 Press the context sensitive key beside the message required 4 Your caller will be put on hold a...

Page 55: ...text sensitive key beside the Voicemail icon and you will be connected directly to your colleague s voicemail Leave a message when requested Transfer a call to a colleague s voicemail 1 Place the call on hold by pressing the Recall button 2 Dial your colleague s extension number either via the keypad or via a speed dial 3 Once the call has been connected press the context sensitive key beside the ...

Page 56: ...press the context sensitive key beside the Record icon again Record a Memo You may wish to record a message to yourself for example when you wish to record a reminder to perform a particular task for example book a meeting phone a customer etc The resulting recording will become a new voicemail message and can be accessed in the usual way Please note that the use of this feature is controlled by y...

Page 57: ...d missed calls for the Department will also be displayed in your Calls History Please refer to page 18 for further information on the Calls History Leave a message for a Department You will automatically transfer to a Department s voicemail after the time specified by the Department s configuration on the system However you can connect directly to a Department s voicemail using Dial Ahead as follo...

Page 58: ...ontext sensitive key beside the Leave Message icon 4 Replace your handset or press the Speaker button You will no longer have control of the call Please note that this facility will only be available if voicemail has been enabled for relevant Department Transfer a call to a Department s voicemail using the Contacts directory You may wish to transfer a call directly to a Department s voicemail whic...

Page 59: ...mail message and you will be able to easily listen to these messages You will need to know your extension number and Login Access Code please refer to your System Administrator for these details Log On If a User is already logged on to the handset you wish to use perform the following steps 1 Select the Favourites button 2 Select the context sensitive key beside the Settings icon 3 Press the conte...

Page 60: ... off after the extension is not used for a specified amount of time This is useful if you forget to manually log off Please refer to your System Administrator for further details Remote PSTN Remote PSTN is a facility of the telephone system which enables you to receive and make calls from your home or mobile telephone for example as though you were in the office This means that your callers or rec...

Page 61: ...t sensitive key beside the Mobile Home or Assistant icons to divert your calls to either your mobile number home number or to the assistant number Note that these numbers must have been previously entered as detailed in the Telephone Numbers section from page 36 4 Press the context sensitive key beside the Back icon and note that the Extn Anywhere option displays the number chosen Press the contex...

Page 62: ...e you with the following information This User is currently on a call This User has one new message and no missed calls This Department has 2 new messages and one missed call This User has Do Not Disturb turned on The asterisk indicates that this User has call divert set The details of the divert mode and number are also displayed This User has Do Not Disturb turned on and has call divert set This...

Page 63: ...of the PCS 571 572 Registration IP address of the Call Server to which the PCS 571 572 is connected Home IP address of the Call Server providing the User s voicemail service User name of the User currently logged in Number extension number of the User currently logged in Version software version currently running on the PCS 571 572 eg 3 2 891 Partnering your PCS 571 572 with your PC or laptop Even...

Page 64: ...r details on installing the PCS 60 please refer to your System Administration For details on how to use it in conjunction with your PCS 571 572 please see SpliceCom s PCS 60 User Manual Some of the extra features you can gain access to when using Navigate in conjunction with your PCS 571 572 include Manually labelling parked calls Making notes during a call Separate Favourites window Turn Call Wai...

Page 65: ... the directory 22 26 contacts filter 38 defaults 37 departments 28 calls history 30 groups 28 make a call to a department 29 receiving a department call 28 transfer a call to a department 29 voicemail 52 wrap up time 29 departments filter 38 dial ahead 9 divert 39 remote PSTN 56 do no disturb Forward on Busy number 43 do not disturb 43 SpliceCom LED 43 end a call 9 Extn Anywhere 57 favourites 31 b...

Page 66: ...sfer a call using a speed dial 33 speed dials filter 38 SpliceCom LED 43 44 telephone numbers 36 transfer a call 11 to a department 29 to voicemail 51 using a speed dial 33 using the contacts directory 25 unannounced transfer 12 user account 1 user settings 31 call divert 39 defaults 37 do not disturb 43 favourites 31 filters 38 follow me 39 group membership 42 headset ringing 39 home page 37 idle...

Page 67: ...PCS 571 572 User Manual PCS 571 572 User Manual v3 2 0913 1 63 This page is blank ...

Page 68: ... Farm Business Centre Berry Lane Chorleywood Hertfordshire WD3 5EX Tel 01923 287700 Fax 01923 287722 Email info splicecom com Website www splicecom com SpliceCom Britain s leading developer of telephone systems ...

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