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IP

edge

Using Companion Applications

186

TOSHIBA

IPedge UG 11/11

Miscellaneous

If on your system each Agent ID is the same as his/her PBX extension you
should enable the “PBX extensions correspond to Agent IDs” option. That is
agent ID “100” uses PBX extension “100”, agent ID “105” uses PBX extension
“105, etc. With this type of installation, you will be able to place a chat call
(or chat broadcast message) to an agent even when he/she is not Logged In
to an ACD group.

Using ACD Viewer

This section describes how to use the ACD Viewer for both agents and
supervisors.

Collapsed View

The ACD Viewer starts out with a ‘collapsed’ view of each ACD queue. This
takes up very little screen space but still provides a high-level status of each
of your ACD groups. That is, the ACD Status View window displays one line
for each of the ACD Groups of which you are a member. The ACD Group
Name, Queue Number, and Status (Enabled or Disabled) are displayed. If the
queue is on a schedule, the time the queue will be enabled/disabled by the
schedule is displayed.

Each ACD queue has an activity LED that changes colors based on the status
of the queue:

Gray

(Idle) = no calls active (or waiting) and at least 1 agent logged-in and

available.

Green

(Active) = at least one call active but no calls waiting and at least one

agent logged-in and available.

Yellow

(Warning) = Default: one call waiting and at least one agent logged in.

But this threshold is configurable.

Red

(Urgent) = Default: Two or more calls waiting OR no agents logged-in

and available. But this threshold is configurable.

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Summary of Contents for IP EDGE

Page 1: ...TOSHIBA Telecommunication Systems Division IP Telephone Messaging and Call Manager User Guide Title Page November 2011 ...

Page 2: ...oever or claims of third parties regardless of the form of any claim that may result from the use of this document THE SPECIFICATIONS AND INFORMATION PROVIDED HEREIN ARE FOR INFORMATIONAL PURPOSES ONLY AND ARE NOT A WARRANTY OF ACTUAL PERFORMANCE WHETHER EXPRESSED OR IMPLIED THE SPECIFICATIONS AND INFORMATION ARE SUBJECT TO CHANGE WITHOUT NOTICE ACTUAL PERFORMANCE MAY VARY BASED ON INDIVIDUAL CONF...

Page 3: ...irs to Certified Equipment should be coordinated by a representative designated by the supplier Any repairs or alterations made by the user to this equipment or equipment malfunctions may give the telecommunications company cause to request the user to disconnect the equipment Users should ensure for their own protection that the electrical ground connections of the power utility telephone lines a...

Page 4: ... products Customers should note that third party manufacturer warranties vary from product to product and are covered by the warranties provided through the original manufacturer and passed on intact to the purchaser by Toshiba Customers should consult their product documentation for third party warranty information specific to third party products More information may also be available in some ca...

Page 5: ...ol 19 LCD Contrast 20 Brightness Control 20 Backlight On Off 21 Dial Pad and Button Beeps 21 Speakerphone Microphone Sensitivity Adjustment 21 Telephone Terminology 22 Making a Call 23 Handset 23 Spkr Button 23 Hot Dialing 23 Dial Directory 23 Answering a Call 25 Handset 25 Speaker 25 Shift Button 25 Handsfree Answerback 25 On a Call 26 Switching Between Handset and Speakerphone 26 Microphone Mic ...

Page 6: ...ication 40 Automatic Callback 40 Background Music BGM 41 Call Forward 41 Call History 43 Call Park 44 Call Pickup 46 Group Pickup 46 Ringing Page or Held Call Pickup 46 Call Transfer 47 Call Waiting 48 Caller ID 48 Conference Call 49 Direct Station Selection DSS 51 Do Not Disturb 51 Setting DND for Another Extension 52 Emergency Call 52 Emergency Monitoring Station 52 Emergency Ringdown 52 Message...

Page 7: ...oup Distribution 71 Delete a Message after Sending 71 Chapter 6 Greetings Manage your Default Greeting 73 Activate your Extended Absence Greeting 73 Deactivate your Extended Absence Greeting 74 Manage your Busy Greeting 74 Manage your Custom Greetings 74 Change your Recorded Name 74 Chapter 7 Other Messaging Applications Group Distributions 75 Set up a Private Group Distribution List 75 Add Member...

Page 8: ... Queue 87 Cover Information 87 Redirect fax messages 88 Chapter 9 Call Manager Basics The Main Screen 90 The Compact View 90 Expanded View 93 Screen Docked Views 94 Call Manager Main Menu 94 Shortcuts 95 Quick Access Toolbar QAT 95 KeyTips 95 Hot Keys 95 The Side Window Screen 96 Call Handler Mode 96 Buttons Mode 96 Companion Application Windows 97 Screen Colors 97 Chapter 10 Using Call Manager Fe...

Page 9: ...Tab Settings 127 Add Tab 127 Update Tab 127 Delete Tab 128 Revert 128 Chapter 12 Buttons Programmable Buttons 129 User Programmable Keys 130 To Initialize Key 130 To Swap Keys 130 To Copy This Key 130 To Change Key 130 Chapter 13 Actions Creating Actions 137 Attach Account Code 138 Export Call Info 138 Log Info to File 139 Lookup in Outlook 139 Minimize Phone Screen 140 Modify Call Information 140...

Page 10: ... set and clear the DSS Message 169 Create Personal Call Handler Rules 170 The Final PCH Rules 170 Chapter 16 Using Companion Applications Contacts 171 Sorting Entries 171 Searching Entries 171 CIX Directory 172 Personal Speed Dial Directory 173 Presence Viewer 173 History 176 ACD Viewer 180 Logging In or Out 181 ACD Group Status 183 Notifications 184 CM LCD 185 Miscellaneous 186 Using ACD Viewer 1...

Page 11: ... 220 Chapter 17 Enterprise Manager Personal Administration Prerequisites 221 Log In 222 To change your Security Code Password 222 Log Out 222 Home 223 Keystrip Labels 224 DND Activating 225 One Touch Buttons 225 Changing a One Touch Button 225 To Use a One Touch Button 226 Ring Tones 227 Settings 228 Call Forward 229 CF Internal and Line Calls 229 CF Direct Line Calls 229 To set up Station Call Fo...

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Page 13: ...as Group Distributions Adding and deleting members of groups lists Setting up personal options and message notifications Changing mailbox passwords Personal Assistant Follow me etc Chapter 8 Fax Capabilities describes how to send faxes from your desktop redirect fax messages and automatically send faxes to a printer Chapter 9 Call Manager Basics covers the basics of using Call Manager Chapter 10 U...

Page 14: ...formation Within some tables general notes apply to the entire table and numbered notes apply to specific items Important Calls attention to important instructions or information Extension Number Press to answer a call to the Extension Number Each station can have multiple extension buttons Incoming calls ring the extension button s from the top down For example station 10 s extensions ring 10 1 f...

Page 15: ...equently used features by prompting specific tasks providing Outside Line Identification User Name Number Call Duration Date Time of Day displays and Name and number displays of incoming callers The full duplex speakerphone on these telephones enables you to place and receive calls without lifting the handset The LCD telephones with 10 and 20 buttons are available with LCD backlight However the IP...

Page 16: ...lectronic LCD Labels 9 line LCD with back light Full duplex Speakerphone Headset I F Ringing LED Table 2 IP5000 Series Add on Modules Description Image 10 Button ADM for IP5000 series LCD programmable key strip with back light 20 Button ADM for IP5000 series Paper Key Strip 60 Button DSS for IP5000 series Paper Key Strip Table 1 IP5000 Series Telephones continued Description Image ...

Page 17: ...f the buttons varies per telephone model Legend Fixed Buttons The fixed buttons on the dial pad help perform standard functions quickly and easily A B C E F G H I J K 20 Programmable Feature Buttons 4 Line LCD Telephone D A Status LED message and ringing B LCD Display C Softkeys D Programmable Feature Buttons E Message Waiting LED Button F Microphone LED Button G Speaker LED Button H Volume Button...

Page 18: ... Fixed Button Definitions Button Definitions Message Msg When Msg LED flashes press Msg to call back the station or voice mail device that activated the LED This is the tele phone s PDN message waiting button Important Red LED must be on in order for button to function Microphone Mic Mute button toggles between Mic and Mute When Mic key is lit Mute is disabled When Mic is pressed again and light i...

Page 19: ...Round button on the IP5131 telephone is a navigation key used for moving the cursor on html pages and in the programming screens Center of the button is the select function The arrows are used to scroll up down left or right Spdial Press Spdial and enter 3 digit Speed dial access code Speed dial access codes must be setup before they can be accessed Redial Press Redial to dial the last telephone n...

Page 20: ...ill show the Date and time Line 3 will show information related to your telephone set VM New Saved messages Call Forward or if a certain feature is enabled on your telephone set A plus sign on the LCD indicates there is more data to display Press NEXT to advance through the information Lines 4 8 will indicate Programmable Feature Button labels Browser on Page 16 Line 9 will display the Soft Keys S...

Page 21: ...allows you to switch between your call processing screen and the browser window 4 Line LCD Display The LCD in it s idle state shown right displays Line 1 or the top line of the LCD will display your user name if programmed and your extension number Line 2 will show the Date and time Line 3 will show information related to your telephone set VM New Saved messages Call Forward or if a certain featur...

Page 22: ...buttons directly below the LCD screen shown right Soft Keys dynamically change their functions and label depending on the state of the telephone The dynamic feature associated with the Soft Key is displayed on the bottom line of the LCD display directly above each Soft Key button SK1 SK2 SK3 SK4 ...

Page 23: ...ic 1 Press Spkr 2 Press an extension button you hear dial tone 3 Press the Vol to increase volume and Vol to decrease volume This volume setting applies to all calls until changed To adjust Ring Tone Hands free Answerback and Speaker Off hook Call Announce Make sure the telephone is idle and the handset is on hook Press the Vol to increase volume and Vol to decrease volume This adjusts volume for ...

Page 24: ... settings Note Holding the softkey does not continue to change the setting The softkey must be pressed for each step of contrast change Brightness Control Available on backlit telephones with 4 line LCD s and backlit add on module To change the LCD back light brightness 1 Press Hold 3 6 9 simultaneously 2 Press Bright softkey to increase brightness 3 Press Dim softkey to decrease brightness 4 Lift...

Page 25: ...Programmable Feature Button 1 FB1 to toggle On Off 5 FB1 LED On buttons beep 6 FB1 LED Off buttons do not beep 7 Press Hold to set the option 8 You must also go off hook then on hook to exit the program mode Speakerphone Microphone Sensitivity Adjustment When you are using the speakerphone high ambient noise levels may cause the party you are talking with to be to cut off frequently If this happen...

Page 26: ...lay the method of dialing available followed by the digits dialed Ringing Line Preference Answer any incoming call by lifting the handset or pressing Spkr There is no need to press the ringing line button to answer the call when ringing line preference is enabled Tone First Signaling Internal incoming calls only telephone rings in standard ring tone lift handset or press Spkr to answer call Voice ...

Page 27: ...mber Digits display as they are dialed Call progress tones Ringback Tone Busy Tone etc are heard through the speaker When connected continue using the speakerphone or lift the handset to continue the conversation Hot Dialing 1 To make a call using Hot Dialing start dialing the number The extension button Spkr and Mic LEDs light Digits display as they are dialed Call progress tones Ringback Tone Bu...

Page 28: ... the directory search 2 Press NEXT to move forward through the directory 3 Press BACK to move backwards through the directory 4 Press Call to connect to the directory entry selected 5 On the 9 line LCD Display press the button next to the displayed name See figure on following page 6 Press CNCL to quit the directory search BOB L PRI BOB LAWVER BRAD FISHER ONE TOUCH ONE TOUCH PICKUP ONE TOUCH CFAC ...

Page 29: ... ID information will display on the top of the screen press the Shift Button to view Buttons 1 10 and answer the call Handsfree Answerback With speakerphone enabled the telephone may be programmed for Handsfree Answerback The called party hears a single long tone followed by the caller s voice Begin hands free conversation If Handsfree Answerback were not programmed the called party could hear the...

Page 30: ...hone The call remains camped on to your station If the held party hangs up the call is released See the Call Pickup section to pick up a call on hold from another extension Exclusive Hold This feature enables you to place a call on hold so that only you can retrieve it While on a call press Hold twice That line s LED flashes green while appearances of the line at other stations are steady red in u...

Page 31: ...ications after a short delay after you checked all messages 5 To manually turn off your Msg LED press your extension button then press 409 Do this step for each message received Turning On Off MW LED on Another Extension If you call an extension and it s busy or there is no answer you may be able to light that extension s Message Waiting LED and enable that extension to call you back The ability t...

Page 32: ...Off Hold outside line If using Pooled Line Grp the hold indication is only at the station that places the call on hold 4 pulses second for 1 8 second On Off 1 2 second On Off Hold Consultation during consultation transfer to another station 10 pulses second steady Hold Exclusive outside line 10 pulses second steady Hold Recall when held call recalls your idle station 1 second at 2 pulses second 1 ...

Page 33: ...most of the features described in this User Guide Important The SoftIPT functions in the same manner as a desktop IP telephone Use this manual as a guide to the SoftIPT functions SoftIPT Icons The special buttons relating to the SoftIPT screen are described below Table 6 SoftIPT Button Definitions Button Definitions SoftIPT Directory Clicking this icon enables you to access the directory you creat...

Page 34: ...stal Display The Liquid Crystal Display LCD on the SoftIPT will display information similar to the large 9 line IP telephone display Desk Clock and Calendar in idle mode Call Duration during an outside call Operational Advisory and Notification messages LCD Control Buttons There are two types of LCD button functions LCD Control Buttons and Soft Keys When the Soft Key prompts appear on the LCD the ...

Page 35: ...ve this information After entering this information print the screen for future reference Figure 1 SoftIPT Configurations 2 In the SoftIPT Configuration window enter the following Fields Description Phone No This is the SoftIPT extension Password Password for IP user mobility Node By default leave blank Outgoing prefix When a call is made using the SoftIPT directory SoftIPT automatically attaches ...

Page 36: ...work If there are multiple network adapters select the one for SoftIPT Automatic startup Check this box to automatically startup SoftIPT after starting your PC Note If Automatic startup is unchecked and SoftIPT continues to start up use the MSCONFIG utility screen Startup tab and uncheck Toshiba SoftIPT Consult your System Administrator on using the MSCONFIG utility Popup window The SoftIPT window...

Page 37: ...re 2 Mail Setup Outlook Allow SoftIPT to run in the background This option dictates what happens when you press the close X button in the upper right corner of the SoftIPT main window Run in the background if this box is checked Exit SoftIPT software if this box is unchecked Note If the SoftIPT icon is still on the system tray at the bottom right corner of the PC then SoftIPT is still running in t...

Page 38: ...k Speaker to end the call Note Do not use BGM 490 on the SoftIPT It conflicts with incoming calls To make a Call using a USB Handset To install a USB handset refer to the vendor s documentation and or website 1 Go off hook pick up the receiver or press the hookswitch button on the USB Handset to get dial tone 2 Dial the phone number click the on screen dial pad buttons input numbers asterisk key p...

Page 39: ...n also add this dialing string to a flexible button on your SoftIPT phone as a One touch Speed Dial button for ease of call switching Labeling Feature Buttons SoftIPT Version 3 0 provides soft labels preset by the Strata CIX system If you wish to change them contact your system administrator Using the Directory You can create a directory with MS Outlook not Outlook Express 1 Close SoftIPT if you a...

Page 40: ...C s embedded microphone speaker as a speakerphone device and not attach a headset to the microphone speaker jack of the PC If the PC does not have an embedded microphone even if it has embedded speaker you do not have to enable echo canceller because a headset would be plugged into the microphone speaker jack see figure below To use Echo Canceller click the Audio Setting of SoftIPT and check the U...

Page 41: ...rator Forced Account Codes Some applications require you to enter an Account Code These Forced Account Codes may be verified or non verified depending upon the application but in either case the caller must enter a code before proceeding Dial using Forced Account Codes 1 Place a call using the normal method If the call requires an Account Code a burst of tone Entry Tone is heard after dialing the ...

Page 42: ...ur conversation is not interrupted Using Access Codes Note It s a good idea to warn the other party that you will be disconnected momentarily when you enter the access code Once the code is entered you will be connected again 1 After accessing a GCO line press Cnf Trn Once you press Cnf Trn your call is interrupted you and the other party cannot hear each other You will hear feature dial tone 2 Di...

Page 43: ...r the dial tone 2 Press 411 3 Enter Message number see table above 4 Enter additional digits if required 5 Go on hook or press Spkr to release the line Clear Registered Message 1 Go off hook or press your extension button to hear the dial tone 2 Press 412 3 Go on hook or press Spkr to release the line Display Preset Advisory Messages 1 Login to the EMPA 2 Select System Info then the Advisory Messa...

Page 44: ...lled station or outside line becomes idle your telephone rings and you will see a fast flashing LED If you called a busy station the extension LED flashes green incoming call and the called number displays If you called a busy outside line the extension LED flashes green incoming call rate The seized line s number displays 4 Answer within about three rings can be programmed to ring up to three min...

Page 45: ...ward There are two types of Call Forwarding that you can set One is System Call Forward set in System Programming which automatically directs calls to a predefined location such as Voice Mail See your System Administrator to determine or change your System Call Forward destination The other type is Station Call Forwarding You can use Station Call Forwarding to replace your System Call Forward dest...

Page 46: ...ine Set for Another Station Enables you to set forwarding of incoming line calls for another telephone within your telephone system Notes Call Forward Any Call and Call Forward Incoming line can be set simultaneously on a telephone This allows incoming line calls to be forwarded to a different destination than all of the other types of calls Call Forward destinations can be set to internal destina...

Page 47: ...another station Users must enter the Call Forward pass code for the station to be forwarded To program call forward button destination using the EMPA Login to your EMPA and select Call Forward to turn selections on and off Select Home to program the button Call Forward Examples To set your telephone to Call Forward Busy No Answer to an internal extension number Press your extension button 6041 300...

Page 48: ...t will recall to the parking station and one of the following occurs If your station is idle when the system Call Park recall timer expires the parked call automatically recalls to your station If your station is busy the parked call camps on If you have an LCD telephone you can let the system automatically select an available orbit number which displays on your LCD Park a Call 1 While on a call p...

Page 49: ...e UG 11 11 TOSHIBA 45 2 Enter the Orbit Number where the call is parked or for the extension from which you are calling You cannot use to retrieve a parked call The extension LED flashes at the in use rate when the call is retrieved ...

Page 50: ...ension number is the directory number by which the telephone set is defined Other non primary extension numbers may also appear on the telephone By convention the Primary extension number is assigned to the first button on the bottom left hand side of a multi button telephone If more than one call is on hold the call on the telephone s lowest button number is picked up Ringing calls are picked up ...

Page 51: ...The Cnf trn Button 1 While on a call press Cnf Trn Your Line LED flashes green and you hear an internal dial tone 2 Dial the extension where the call will be transferred You can remain on the line and announce the call or hang up to complete a blind transfer Note If the privacy option has been disabled then if you use a Line button when you transfer the call the LED will flash red until the receiv...

Page 52: ...ur telephone The call information is placed in the list along with the number name if provided time and date of the call and status of the call answered abandoned or redirected You can access this list from an LCD telephone with a flexible Caller ID button Caller Information The caller s number and name can be displayed on the IPT or attendant console s LCD The caller information is stored in the ...

Page 53: ... and 2 above to add the line where you want to transfer conference control See previous Note 2 Announce the call and hang up to transfer it This station now becomes the conference Master with the ability to add or delete parties Hold a Conference Call If you are the Conference Master press the Hold button once or twice for Executive Hold to place the conference call on hold The other parties can c...

Page 54: ...ed to This feature is performed with Soft Keys if you have a LCD phone or with a Split button programmed on one of your Programmable Feature Buttons This feature also works for remote stations which are connected through IPedge Net Important You must be a conference master to perform the Add Split and Drop features The conference master is the person that initiates the conference call If that pers...

Page 55: ... DND mode internal external and transferred calls do not ring your station and Off hook Call Announce calls are denied You can continue to make calls while in the DND mode When originating a call in DND mode you will hear a short burst of interrupted dial tone followed by continuous dial tone You can start dialing at any time during either tone If you put your Primary extension into DND mode all c...

Page 56: ...epends on off hook preference set up for your telephone Note Check with your System Administrator for the Access Code because this code may be different from the one used to get an outside line Emergency Monitoring Station Your system may have one IP telephone assigned as an emergency monitoring station If your telephone has this assignment your line LED will flash green when someone makes a 911 c...

Page 57: ...extension button then enter 409 Repeat this sequence until all the messages are cleared Notes If there is a on the LCD press the Next Soft Key to scroll through the messages sent to that extension To see who has sent you messages or to retrieve the messages press the flashing Msg button Turning On Off MW LED on Another Extension When an extension is called the calling party can choose to send a me...

Page 58: ...on your dial pad The destination telephone must be programmed to accept an OCA The announcement may be delivered over the speaker Make an OCA Call Manual Dial an extension When you hear a busy tone press 5 and after one long tone you can talk through the speaker of the destination telephone The person you are calling has answering options as described below Automatic If your telephone and the exte...

Page 59: ...to the telephone handset headset and speaker To use Busy Override After reaching a busy station press 2 A muted tone is heard at the busy station indicating that a call is waiting The station number displays Do Not Disturb Override Do Not Disturb DND Override lets you send a call waiting tone or ringing to a station in DND mode to indicate that a call is coming in Your telephone may be programmed ...

Page 60: ...ide restrictions that are placed on any telephone in the system To perform Class of Service Override 1 Access a Primary or Phantom DN You hear a dial tone and the LED flashes at the in use rate 2 Press 471 Dial tone stops Your LCD prompts you to enter a code 3 Enter the COS Override Code four digits You hear a dial tone 4 Dial a telephone number Note For security reasons the override codes are onl...

Page 61: ...hone system Emergency Page An Emergency Page overrides Group Pages or All Call Pages to telephones only To make an Emergency Page lift the handset off hook dial 37 To make an Emergency Page to a group lift the handset off hook dial 38 and enter the Group number Privacy Privacy controls the ability of more than one person to use the same extension at the same time Privacy applies to multiple appear...

Page 62: ...telephone numbers authorization codes passwords feature activation codes and pauses Speed Dial may be used to originate a call or invoked after a call is established There are two types of Speed Dial System SD All telephones in your system can share a list of up to 800 System Speed Dial numbers under the exclusive control of the System Administrator In some cases System Speed Dial enables you to r...

Page 63: ...gits automatically stored there Storing Personal Speed Dial Names You can store names with Personal Speed Dial numbers These names will display as Soft Keys which can be used for dialing from the telephone LCD directories Notes Speed Dial locations must be assigned to your telephone by your System Administrator before you can store names Your System Administrator can also associate names with Stat...

Page 64: ...l 653 and enter YYMMDD Example To set the date to March 12 2008 YY Year example 08 MM Month example 03 DD Day example 12 Note The IP telephone date can only be changed one day before or after the telephone system date The day will change automatically when the date is changed To change the time From the IP telephone dial 654 and enter HHMMSS Example To change the time to 01 30 PM HH Hour example 1...

Page 65: ...ceive UCD calls The following illustration shows the typical call flow for this service 1 Agent logs into the UCD group The call is received from PSTN or extension 2 The call is routed to voice mail which provides the initial greeting using the auto attendant service 3 The voice mail can be configured to prompt callers to enter the destination number or to route the call to the pre determined dest...

Page 66: ...t can be activated by an access code The default numbering plan is shown below Access Code Feature 6061 Login from Agent Station 6062 Logout from Agent Station 6161 DN Login Agent Station DN from another station 6162 DN Logout Agent Station DN from another sta tion where DN the Directory number of the agent station ...

Page 67: ...it can be obtained from your system administrator Once you enter your default password you are prompted to change it for security purposes 2 Record your first and last name This identifies your mailbox when you log in as well as identifies your mailbox to other internal subscribers 3 Record your personal greeting This is the greeting callers hear when directed to your mailbox You can change your p...

Page 68: ...e these Message Notification options review Chapter 6 Personal Options Review saved messages Saved messages are messages you have already heard and saved A message is moved to your saved messages when you press 1 during or after message playback The length of time a saved message is kept before being permanently deleted for example 30 days is set by your system administrator Your system administra...

Page 69: ... You can use the following keys at any time during message playback 1 Save the message 2 Listen to next message 3 Erase the message Repeat the message 7 Reply Redirect the message 8 Envelope information 9 Speed or volume control 2 The system will prompt you to record a message Use the following options to send the message 1 Delivery message 2 Review message 3 Rerecord message 0 Delivery options se...

Page 70: ...he system will prompt you to enter the mailbox to which you wish to forward the message You can also use a private or public group distribution list at this time See Chapter 5 Using Group Distributions for more information on setting up and using group distribution lists 3 After you have made your selection press 1 to confirm or 2 to change 4 Press 1 to send without a comment or 2 to attach a comm...

Page 71: ...s 2 To delete the message press 3 Note Erasing a message permanently deletes your message from the system and you will no longer be able to recover it Number of Messages To check how many messages you haves The system can tell you how many new and saved voicemail messages you have If you have fax and email capabilities the system will also inform you how many fax and email messages you have From t...

Page 72: ... recipient that it is confidential before the message plays 1 Call the voice messaging system then press 2 from the subscriber s menu to record a message Press any key when you are done recording 2 Press 0 3 1 to mark your message as confidential 3 The system will then ask you to address your message When sending a message as confidential the system will also provide you with the option to send th...

Page 73: ...ddress your message To Request Notification of Non receipt You can request that the system notify you if a message you send to a subscriber is not heard A notification will be delivered to your inbox if the message is not listened to by a date and time that you designate 1 Call the voice messaging system and press 2 from the subscriber s menu to record a message Press any key when you are done rec...

Page 74: ...nd or 2 to change your delivery time To Send a Message Using Directory Assistance If you do not know a subscriber s mailbox number you can use directory assistance to find it 1 From the subscriber s menu press 2 to record a message 2 Press any key when you are done recording and press 1 to continue 3 Follow the voice prompts to select directory assistance Many organizations use 9 but some system a...

Page 75: ...ists 1 From the subscriber s menu press 2 to record a message Press any key when you are done recording and press 1 to continue 2 Press to send to a Private Distribution list or to send to a global Distribution list 3 Enter the group number 4 Press 1 to confirm or 2 to change your destination 5 Press 1 to send Delete a Message after Sending You have the option of deleting a message from a subscrib...

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Page 77: ...ceive your Default Greeting Custom Greetings Each mailbox can have up to nine custom greetings Custom greetings can be used for special advisements to callers for which you don t want to rerecord your default greeting or use an extended absence greeting For example you may use a custom greeting to advise callers that you are not in the office due to weather conditions or to give callers other spec...

Page 78: ...m Greetings To manage your Custom Greetings 1 Call the voice messaging system and select 3 2 5 from the subscriber s menu to access your Custom Greetings 2 Press 1 9 to select the Custom Greeting you wish to manage 3 To listen to the greeting you have recorded press 2 to record the greeting press 3 Change your Recorded Name When you access your mailbox for the first time you will be asked to recor...

Page 79: ...criber s menu enter 3 6 1 to create a new group 2 Select a number to save the list under followed by You can select any number from 1 to 5 digits 3 The system will prompt you to record a list name The list name will help you identify the list in the future To save the name and continue press To listen to your recorded name press 1 to re record press 2 to delete press 3 4 After you save the recordi...

Page 80: ...ion List You can listen to a list of members in a distribution list at any time 1 From the Subscriber s menu enter 3 6 4 2 Enter the group list number you wish to listen to followed by 3 Press 1 to listen to a list of the members of the group Using a Private Group Distribution List You can use a private group distribution list when sending a new message or redirecting a received message 1 Call the...

Page 81: ...e Message notification enables you to set a day time schedule whereby these notifications are sent For example if you work from home one day a week you may wish to be notified at your home number if a message is left in your office mailbox On the weekends you may still want to know when a new message arrives but only wish to be notified by a text message to your cell phone Each separate notificati...

Page 82: ... time followed by a for AM or for PM 6 The system will confirm the wake up time 7 Set up the call out number This is the number the system will ring at your scheduled time Press 3 and the system will inform you if there is already a call out number saved this allows you to reuse a number without having to enter it every time you set up a wake up call To change the call out number press 1 8 Enter t...

Page 83: ...ss For example Press 1 to be transferred to my assistant Follow me Follow me enables you to set up your mailbox to forward a call to another phone number before the call is transferred to your voicemail For example you may be out of the office but are expecting an important call and want all calls to be transferred to your cell phone Follow me is an optional feature that may or may not be availabl...

Page 84: ...will hear a message that indicates you are receiving a forwarded call from the voicemail system 2 Press to accept the call 3 At any time during the conversation press again to trigger the call options You can press 0 for the operator or and another extension number then hang up Setting up Call Screening When call screening is set up a caller is asked to state their name before the call is transfer...

Page 85: ... and 3 to ring a different colleague s extension Recording a Scheduled Greeting Your personal schedule is set up your system administrator however your messages are recorded through your voicemail box 1 Call the voice messaging system and select 3 8 2 Select a greeting number on your keypad between 1 and 9 3 To listen to the greeting select 2 to record a greeting select 3 Unified Messaging If Unif...

Page 86: ...mail You can open this attachment with any audio player installed on your computer to listen to the recording or on your telephone as shown below Click the Link to message to play your message using the telephone The following options display Click on the appropriate button ...

Page 87: ... you have this capability and whether the fax driver is installed Note Fax is supported on Windows XP Professional Vista Business and Windows 7 professional 1 Launch the Fax application accessible from your Start menu under TAIS Messaging Fax Driver Once launched a icon will appear in your System Tray 2 Navigate to the program your document is created in for example MS Word and open the document y...

Page 88: ...from your Outlook contacts by clicking the address book icon and selecting Outlook Contacts from the drop down box Select from the internal address book by clicking the address book icon and selecting internal contacts from the drop down box see Setting up the Internal address book on page 85 on how to add members to this list My Info This section asks you to input your name company name phone num...

Page 89: ...on this computer if you wish to save this information for future faxes 5 Once you complete the form select the Send fax button and a confirmation page will display From this page you can view the queue and the log Queue allows you to view all faxes you have in the queue and their status number of tries any error messages From this page you can resubmit a fax if an error was encountered as well as ...

Page 90: ...es to wait between attempts when faxing out if the previous attempt failed because of no answer Retries Total number of attempts to transmit a fax No of rings before No Answer Number of rings before a fax call times out Incoming Format The format of the fax document that will be sent as an attachment to an email Select between TIF or PDF This field also applies to the format of the faxes sent as a...

Page 91: ...cation will be sent only if the fax transmission failed All Notification will be sent for every fax attempt both successful and failed Auto Print Active Select this box if you wish to have all faxes automatically sent to a printer Requires that auto print service is running on a Windows machine on the local office network See Automatically print faxes to a network printer on page 28 for more detai...

Page 92: ...e to redirect to a fax machine 1 Call the voice messaging system and select 1 3 from the subscriber s menu 2 Press 1 to redirect all faxes to a fax machine or press 2 to review each fax one by one and decide if you wish to redirect to a fax machine 3 Once you make your selection of the faxes you wish to have redirected to a fax machine the system will prompt you to enter in the phone number of the...

Page 93: ...ge system The license I CM STD1 for Call Manager Standard is included in the user license bundle at no additional charge Call Manager Advanced version provides enhanced functionality including full Unified Communications UC Purchase Call Manager Advanced license I CM 1 when full UC capabilities are required Note All Call Manager user features are described They may or may not work depending on the...

Page 94: ...ion and buttons to effectively operate the phone This view is most effective when users handle one call at a time or have very little available screen space Below is a sample view and information about the various parts of Call Manager Note The button information below is independent of the compact or expanded view However the buttons that are visible in the compact view are explained first and th...

Page 95: ... win dow right click on the LCD to access to popup a menu of call control options Message Wait ing Indicator This indicator blinks a Red light above the envelop icon shown left when you have messages waiting Side Window Rollout Button Press this button to show a side window that has addi tional programmable buttons CompanionApplication tabs A number of optional companion programs can be config ure...

Page 96: ...s you dialed Select a number from the drop down and press Enter or click Dial to redial that number You can even Copy Paste phone numbers from other programs into this window to dial You may also include letters in the dial number Call Manager automatically converts the letters to the matching numbers on the telephone keypad i e 1 800 IFLYSWA Volume Controls These buttons control the volume when t...

Page 97: ...click the mouse on any call to view a menu of options for handling the call like Hold Transfer to Voice Mail Hang Up etc Call Info Indicators on the right side of the Call Window is a Call Info Indicator that indicates if Extra call information is attached to a call A gray notebook icon means no information is attached a blue notebook icon means standard information is attached and a red notebook ...

Page 98: ...the Call Manager takes on a very low profile using only a small portion of the screen and stays accessible even when other applications are maximized This allows user s to access the features of Call Manager while consuming a minimal amount of PC screen space as shown below This is not the default the default docked profile is the regular expanded view Screen docked profile Most of the phone displ...

Page 99: ...chemes cannot be added to the QAT KeyTips KeyTips allow for easier keyboard navigation Each tool on the Ribbon has a KeyTip assigned to it which you can navigate with using your keyboard To begin press Alt Small boxes with letters inside appear over various tools on the ribbon To use that tool press the letter For example press Alt C to use the Compact button If the tool is a container type tool s...

Page 100: ...restored the side window will move with it Call Handler Mode Call Handler Management Buttons Used to Add Change or Delete Personal Call Handler rules Close Button Use to close the Call Handler window Call Handler Rules Window Displays the current Call Handler rules along with an enabled checked and disabled unchecked box per rule The triggering event is show in blue text while the action to take p...

Page 101: ... top bottom left or right side of the desktop When docked the companion applications can be arranged in various configurations vertically horizontally pinned unpinned To dock a Companion Application window to one of these edges first undock the window from the main window Then drag the companion application window until one edge overlaps the screen s edge When you release the mouse the application...

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Page 103: ...number of ways to place calls including open architecture links to other programs or contact managers which can also be used to dial calls The following are some of the typical ways to place a call using Call Manager Most of these functions are found on the Call Manager Home tab Manual On screen Dialing 1 Click within the dial number box and enter the number from the keyboard shown below 2 Press E...

Page 104: ...meone that called you 3 Right click on the line with the person to call and select Call Now or double click on the line with the person to call Using Speed Dial User Button Click on a User Programmable button that has been programmed as a Speed Dial button The call will proceed immediately Answering Calls Typically the longest ringing calls are answered first but calls can be answered in any order...

Page 105: ...utton again or press the answer button or double click on the held call in the Call View Window or right click on the held call and select Answer from the menu Transferring Calls Using Transfer Button 1 While talking with a caller click the transfer button to get intercom dial tone or right click on the call in the Call View Window and select Transfer 2 Using the keyboard enter the number to trans...

Page 106: ...1 Click the FWD Off button 2 Choose a Forwarding type from the pull down listing shown below 3 Enter a Destination for the forwarded calls 4 Click Save to compete the setting To Clear Call Forwarding 1 Click the button 2 Choose None from the pull down listing 3 Click Save to remove the previous setting ...

Page 107: ...g screen displays 2 Change the selection to Status Msg Only On 3 Use the pull down listing and select a Status Message 4 When needed enter additional information on the Custom 2nd Line 5 Click the Save button when done The status message will appear on the DSS keys throughout the system Turning Off DND or Message Only 1 Click the button to bring up the or Status Message window 2 Click the Msg Off ...

Page 108: ...nformation Right click the Call Info icon on the right side of the Call key for the desired call This window can contain many different fields depending on your configuration and the call information attached Note These windows can automatically popup whenever a new call arrives by using the Popup Call Info Screen action in the Personal Call Handler To Add or Change Information 1 With the Call Inf...

Page 109: ...eatures are possible using User Programmable buttons Logging In or Out Click the ACD Login button to open the ACD Login Logout window Note The right list box shows available groups for the identified agent number The left list box shows groups currently logged into To Log Into or Out Of one or more groups 1 Highlight the group name s in the right hand box and click Log In If your Agent ID is liste...

Page 110: ...ble 1 Use pull down list and choose a reason 2 Click the Make Unavailable button 3 Click Done To Make Agent Available 1 Click the Make Available button 2 Click Done To Set the ACD Status to Wrap up 1 Click Set WrapUp button 2 Click Done Note The Set WrapUp button is NOT available on all installations To End WrapUp 1 Click the ACD Status button 2 Click the End WrapUp button 3 Click Done ...

Page 111: ...ailable to the user These settings are arranged under the Preferences tab shown below Hot Keys dialing options docking and tabs settings Each of these sections will define the settings and how to change these settings to match your needs Config Settings Preferences has a number of settings for making Call Manager work and look the way you choose To access Preferences click on Preferences tab The s...

Page 112: ...his option to keep Call Manager on top of all other programs This makes it easily accessible Low Profile Enabling this option makes the Call Manager very thin in the Streamlined Mode by eliminating the Option Buttons on the bottom of the screen Mobile User some users travel with a laptop PC from desktop to desktop each time using the Call Manager with a different PBX extension This Mobile User opt...

Page 113: ...Screen Each call may have additional information attached to the call that may be useful The Configuration button in the window accesses the screen for enabling this feature as well as choosing the extra information items to be displayed along with their properties shown below With the Extra Info Feature enabled this symbol appears with each call When the symbol is gray no information is present w...

Page 114: ...ned to use trigger user defined Action The Action Name must match exactly the name of the Action defined in User Defined Actions Dynamic Info Fields Allows the choice of when these fields will show provides a large set of fields which are automatically filled in based upon the call information Dynamic fields are fields set by another application and are not pre defined in MS Outlook Integration Ca...

Page 115: ...s phone number a New contact in Outlook will automatically pop up Automatically Open a JOURNAL for each Call Using Outlook Journal entry makes it convenient to keep track of phone calls made or received and to takes notes while on a call By enabling this option a New Journal entry will be popped open whenever you make a call Also if the phone number exactly matches an Outlook Contact then this new...

Page 116: ...r to dial including entering a trunk access code when needed If your System Administrator has set up the Server based Dial Plan this is the best choice and will save you a lot of time Local Dialing Plan Trunk Access Code This must be set to the access code you need to dial to get an outside line or trunk Making outside calls using Speed Dial keys or dialing from another program a Trunk Access Code...

Page 117: ... the NET Server will be used as the dial plan You can press the Check Plan button to bring up the Server Dial Plan Tester screen that allows you to enter a Test Phone Number and see how it will be dialed It is the responsibility of the System Administrator to setup and maintain the server dial plan Dialer When the Dialer option is installed two action buttons can be defined for use with the Dialer...

Page 118: ...ix AZ all calls within the 602 480 and 623 area codes are considered to be local calls while all calls outside those area codes are considered long distance 2 Santa Fe NM calls to some office codes within the 505 area code are considered to be local calls while other calls to the 505 area code are considered long distance 3 Atlanta GA all calls to area codes 770 are considered to be local calls wh...

Page 119: ...ent codes 700 to 799 To Delete Local Prefix Codes Highlight a prefix entry and click Delete button The delete button removes the entire entry from the list thus if the entry has a wild card then it removes all codes represented by the wild card character To Delete a Specific Prefix Code To delete one prefix code that is part of a range of codes entered using a wild card character enter the prefix ...

Page 120: ...ple 602 would represent all prefix codes in area code 602 To Delete Local Area Prefix Codes Highlight a prefix entry and click Delete button The delete button removes the entire entry from the list thus if the entry has a wild card then it removes all codes represented by the wild card To Delete a Specific Area Prefix Code To delete one prefix code that is part of a range of codes entered using a ...

Page 121: ...ck view Docking Settings Enable ReDock on Startup Check this box to make Call Manager to startup in the same position and condition as when it was last shut down Used Elements The displays buttons etc to be used in each profile are configured by moving available elements to the Used Elements list Whenever the Call Manager is screen docked it will place the elements from the Used Elements list on i...

Page 122: ...connection for the Call Manager can be changed using this screen It also has the capability of sending log files to Technical Support for debugging problems encountered The TAPI Service Provider should not be changed unless your System Administrator has instructed you to update the settings for finding Net Server for your application ...

Page 123: ...i SPI Info screen Login name Enter your Login name If a new installation a client will automatically be created in Net Server for this name Many times the administrator will have defined your client Login name see your administrator for the name to use Password Enter an optional password for protecting the connection when needed Extension Enter the extension number of the phone this Call Manager i...

Page 124: ...using the Uplink Debug Files button a site name and contact must to be selected The site name is a unique identifier to make it easier to find the log files for your site and typically the contact should be assigned Any Tech Support to ensure the log files are seen by someone Use a specific contact name once you are working with an agent and they request you send the Zip Log Files to them Descript...

Page 125: ...er to the front on the screen This can be very useful if the Call Manager is minimized or is behind other windows on your screen Call Manager must be running for this hot key to work Setting Shortcut Keys Click Preferences Hot Keys displays the Hot Key Dialing Popup setup dialog box Dial Hot Key Enable the hot key button and select the key to use including any modifying keys to be used in combinat...

Page 126: ...r shown below provides a preview for how the skin will look as it is being designed Enter the appropriate information when creating the skins Skin Name show current skin to be used and being edited The drop down list will show currently available skin name Color Scheme set of predetermine color scheme On some color scheme users could blend the color secondary color to make a different color Title ...

Page 127: ...plication menu button To exit the skin editor just click the cross icon on the top right corner of the skin editor To Create a New Skin Click the new icon and a Skin Name dialog will pop up to allow you to enter the name of the skin The new skin initially will have current existing configuration as you see on the skin editor You can start changing it To Load an Existing Skin Click on Skin Name dro...

Page 128: ...n is not available on some color schemes for example Red Planet does not have a blend option and it will not display on the menu Clear Blend Color Click this option to clear selected blend color LCD Background and Text Colors The LCD Display reflects the current status of the phone and offers two lines The background color and the top and bottom line text can be chosen for your display Messages th...

Page 129: ...nce Right click on any call window area to show menu options Change background color Change text color Change font Reset Changing the Button ACD Button Appearance You can change default button colors and font and change colors of ACD status buttons Default button By clicking the Default button you can revert to the default setting of any button when it is initialized or reset Right click on the de...

Page 130: ... skins To send the skin using email click on the email skin button shown right A Microsoft Outlook message dialog box displays shown below Enter the appropriate address s to send the skin Microsoft Outlook is required when using this function Email skins ...

Page 131: ...he drop down allows the user to select a companion application A companion application will not appear in the Type drop down if all instances are added to a tab The More Buttons allows eight instances All other companion application allow one instance Tooltip allows the user to set a tooltip for the tab Update Tab Click the Update Tab button to change the appearance order name type and tooltip of ...

Page 132: ...th the Add button Also not all information is lost For example deleting the history tab will not clear the history log Deleting a buttons tab will not re initialize all the buttons the next time a buttons tab is added The same is true of the dialer your planned calls are will still be there when you re add the application though they will not fire unless the application is running The only excepti...

Page 133: ...ll Handler button and then the Buttons tab 2 There are nine preloaded buttons at the center of the Call Manager screen shown below 3 Only the More Buttons companion application tabs have more buttons These buttons can also be undocked using the dock undock button on the left You can create tabs of more buttons There are 8 banks with a total of up to 64 buttons each Each Buttons application can be ...

Page 134: ...t click on a button then select the Swap Keys option then click on another button Notice that the button has now been swapped To do this hold the Control key down while using the left mouse button to drag a key to another location Or select Swap Keys and then drag drop key to new location Keys will swap within the same window and between any other button window To Copy This Key To Copy the configu...

Page 135: ...e actions Feature Code Keys Provides one button access to a Feature Code on the system You can include additional digits when appropriate The system used will determine access to the Feature Codes available For example to log into ACD Group x2000 you could set the Parameter to 326 2000 to work as a Log In key Speed Dial Keys Creates a speed dial key for one button dialing Call Manager automaticall...

Page 136: ...ou can use more than one X in the phone number and it will wait after each X i e 4969040 x8 x 1009 1234 System PBX Command Keys The System PBX command keys are maintained for backward compatibility It is highly recommended that the user create User Defined Actions for System PBX Commands The User Defined Actions have expanded the options available for a number of these commands and thus offer bett...

Page 137: ...ilable in the pull down list To create a new action go to the User Actions section click the View Change action button on right shown above The following screen displays PBX Call Control Auto Call Record Tracer Recording Answer Current call Start Record Conference Simulates pushing Conf key Stop Record Dial xxxxxx xxxx the number to dial Set Bookmark Msg Hangup Hangup current call Call Center Hold...

Page 138: ...or 2 to Show Set your Agent status Other ACD functions may be available in the User Defined Actions depending upon the PBX used with Call Manager Note The color of ACD Keys cannot be changed as the colors are determined by the ACD State for the key DSS Extension Keys Direct Station Selection provides one button dialing to a specific station DSS Keys also provide a visual status indicator of the st...

Page 139: ...c application or load a specific document For example you could create a Calculator key to run the windows calculator by setting the Program filename to CALC EXE Alternatively you could create a key to show your projects Excel spreadsheet by simply setting the Program or Document Filename to PROJECTS XLS Creating Keys using Drag Drop Program unused keys by simply dragging phone numbers or feature ...

Page 140: ...Pedge UG 11 11 Drag a Contact from Microsoft Outlook to a key to create a Speed Dial button Drag a call from the Call History to create a Speed Dial button Drag an entry from the Contacts application to create a Speed Dial button ...

Page 141: ...ld check with your System Administrator Creating Actions The Creating of Actions can be done by going to the Actions tab Under the Actions List a the drop down shows a listing of currently defined actions and options that you can Add Copy Edit Test or Delete Pressing the Add Copy or Edit Test buttons takes you to a screen for creating or editing an action The types of actions that can be created a...

Page 142: ...Info This action is used to export call information to another program like the CTI Call Handler in order to keep its Call Info Database current When this action is triggered it will Popup an Export Call Info screen allowing the user to fill in any missing call information typically the Main Listed Phone before they press SAVE to export the information to the centralized database Path Filename Ent...

Page 143: ... needed Log String Create the string defining the content to be written into the file The above example created the following entries into the file CallsLog txt Note The number of characters sent for the name variable was limited to the first 10 characters 10N which truncated the names in the file to the first 10 characters See Action Variables on page 152 for details Lookup in Outlook This action...

Page 144: ...ing the Extra Info option provides for entering or changing any other information associated with the call Information Type Select either Standard Info or Extra Info The Standard Info option supports updating the information in the IPedge The Extra Info option can enter or change any field for this call Standard Info Phone Number Enter a phone number to be used as the Caller ID number for this cal...

Page 145: ... to be used for this field Following the above example then the agent s ID code would be entered into this field Play WAV File This action will play a specified WAV file on the PC sound card Path Filename Enter the complete path name for the WAV file to be played or browse to find the path of the file Pop External Web Browser This action sends a URL to the PC s default web browser run the web brow...

Page 146: ...or the call to open a page created for each DID DNIS number Thus when the call arrives a screen opens for a script or questions to use for that call Another use may be to have several Personal Directories where the 8 button limit may not allow access to more directories Assigning a programmable button can allow opening these personal directories using one click access Tab Name Enter the name of an...

Page 147: ...nd or Open a Contact or Journal or Divert a Ringing call to another location Either screen allows you to view change or attach additional extra information to a call The fields shown in this window are defined in Preferences General Tab see Extra Info Screen on page 23 Popup Info Screen Type Choose either Standard Info or Extra Info When Extra Info is selected choose when the popup will occur Alwa...

Page 148: ... the top or bottom Call Manager restores to settings defined in the Preferences Docking tab Run another Program This action triggers the running of another program on the PC Program EXE Enter the name and path of the program to be run In the example above the program is Outlook exe Use the Browse button to find the file as needed Parameters Enter any additional parameters that may be accepted as p...

Page 149: ...aking the communication link Follow the application note or that application s documentation for specifics Note The pipe character must separate the application name and topic name DDE Message Follow the application note or the application s documentation to define the message to be sent for that application The format and syntax is defined by that application Run Program and Program EXE If the ta...

Page 150: ...eding it To represent the letters A B and C use ABC for key text Run Program if Not Running If the target program is NOT found running you can have the action attempt to automatically start the program Program EXE Enter the path to the program to be run and a command line parameter when needed to the target program for startup Use a forward slash after the EXE name and before the command line para...

Page 151: ...layed when you press a key such as Enter or Tab and keys that represent actions rather than characters use the codes shown below Key Code Key Code Backspace BS or BKSP Tab TAB Break BREAK Up Arrow UP Caps Lock CAPSLOCK F1 F1 Clear CLEAR F2 F2 Del DEL F3 F3 Down Arrow DOWN F4 F4 End END F5 F5 Enter ENTER F6 F6 Esc ESC F7 F7 Help HELP F8 F8 Home HOME F9 F9 Ins INS F10 F10 Left Arrow LEFT F11 F11 Num...

Page 152: ... h 10 means press h 10 times Note Keystrokes cannot be sent to an application that is not designed to run in Microsoft Windows MS DOS programs even in a DOS window nor can the Print Screen PRTSC key be sent to any application Set Phone Status Message This action works much the same as Set Phone Do Not Disturb except it does not change the phone s DND status and the message only appears within Call...

Page 153: ... for the prime DN of the phone The action can determine the type of forwarding Immediate Busy No Answer Busy No Answer or Off and the destination Choose Forwarding Select from the drop down list the forwarding action to use Destination Define the number for the destination of the forwarding This is left blank when using Forwarding Off ...

Page 154: ...n in quotation marks as needed The commands available are as follows ANSWER CONFERENCE DIALxxxxx Where xxxxx is the number to be dialed Digits 0 9 A is a pause and is a hook flash Parenthesis semi colons dashes and spaces are ignored thus 480 496 9040 can be entered HANGUP HOLD MODIFYCALL Field Value Recommend using Modify Call Information or Attach Acct Code action TRANSFER Recommend using Transf...

Page 155: ...ses the active call to be transferred to another phone directly to a specific Voice mailbox or to an outside phone number i e 9 4969040 Transfer To Enter an extension number or outside number to be called Transfer Mbox Enter a mailbox number if going to a Voice Mail number ...

Page 156: ...on H Calling Number hyphenated type 1 format defined in agnt_ph ini I TAPI Call ID J Calling Number hyphenated type 2 format defined in agnt_ph ini L Elapsed Time of Call H MM SS M Main Listed Phone Number Use with Export Call Info actions N CallerID Name outside calls only requires CallerID OR field or OC field Outlook Calendar Reminder fields 1 SUBJECT subject field of Outlook event 2 START star...

Page 157: ...each Call Info field This variable V contains the value of that Call Info field for use when defining an Action trigger W Contains 1 if Outlook Link found a match in Outlook Con tains 0 if Outlook Link did not find a match or was not active X name Extra Call Info Field i e X Notes The name of the field must be in double quotations For a list of field names in your system go to Preferences General ...

Page 158: ...Variable Information A Account Number B PBX Call ID C Insert a Carriage Return character D Insert the Date in format mm dd yy E Insert Extension Number of My Phone F ACD Group Name G Agent ID H Calling Phone Number hyphenated type 1 I TAPI Call ID J Calling Phone Number hyphenated type 2 K ACD Group extension number L Insert a Line Feed character N Calling Party Name outside calls only n Insert th...

Page 159: ...porting Actions When the Call Manager program starts up it automatically imports actions from the compiled NET_PHN ACS action file plus all action files ACx it finds in its startup folder The last character used in the extension of the file name defines how the action file is treated on importing ACI These files are individual actions created by Exporting Actions These will be imported only when a...

Page 160: ...ss the Perform Test button to test your action The Test Results screen will show the results of the test and if the action fails you can change the parameters of the action and test again When another application is involved in the action that application in general will need to be installed and running to perform the test Pressing the button titled Done Testing will close the Test Window Note If ...

Page 161: ...er info for that call Whenever I dial a call automatically present a screen so I can type in the name for that call When that nagging broker calls immediately transfer him to my voice mailbox I m working on an important project so whenever anyone other than my boss calls immediately transfer them to V mail When my spouse calls if I haven t answered the call within 5 seconds play a special tone on ...

Page 162: ...re reversed then the Screen Pop will take place prior to the call being diverted In either case the user may not see the Screen Pop since the call will leave this station thus the Screen Pop will likely disappear as well For the user to see who is calling and provide an ability to answer the call or do nothing then creating the Screen Pop to occur immediately and the Call Divert action to occur us...

Page 163: ...gs on the phone Call Type Select the call type for the ringing call Phone State Select the Phone State when the call arrives Caller ID Number Select the Caller ID to be used in the trigger For the last two options enter a specific number in the box including wildcard characters when needed See Like Matches and Unlike Matches for use of wildcards Extra Info Select a Field Name CallerID Name or type...

Page 164: ...number in the box including wild card characters when needed See Like Matches and Unlike Matches for use of wildcards Extra Info Select a Field Name CallerID Name or type in another field name and then choose how to treat this information For the last two options enter a specific number in the box including wildcard characters when needed See Like Matches and Unlike Matches for use of wildcards Ac...

Page 165: ... type for the ringing call Phone State Select the Phone State when the call arrives FWD XFR Ext Select the extension number the call is from For the last two options enter a specific number in the box including wild card characters when needed See Like Matches and Unlike Matches for use of wildcards Extra Info Select a Field Name CallerID Name or type in another field name and then choose how to t...

Page 166: ... including wild card characters when needed See Like Matches and Unlike Matches for use of wildcards Extra Info Select a Field Name CallerID Name or type in another field name and then choose how to treat this information For the last two options enter a specific number in the box including wildcard characters when needed See Like Matches and Unlike Matches for use of wildcards Account Code Select...

Page 167: ...heck the box to trigger when an agent goes idle after completing the wrap up Change in DND Status Whenever the DND or message status change takes place the message set is checked to see if it matches the defined conditions Do Not Disturb Change Select the DND Status change to cause the trigger For the item with a message to match enter the beginning characters of the message See Like Matches and U...

Page 168: ...also send a Tentative status setting which is treated using the Any setting Outlook Calendar Reminder An event that occurs at the time scheduled for sending the reminder message for an upcoming appointment This event will trigger again if the appointment time is changed after the Reminder event was previously given Calendar Status Select to match the Outlook Calendar Status options Any Free Busy O...

Page 169: ...efine how to apply the User Defined Actions to a Personal Call Handling Rule Set an Immediate Action Pull down the listing and select the action to be applied immediately Either an Immediate or a Delayed Action is needed for the rule to be complete Set a Delayed Action Define the number of seconds to delay the action and then pull down the listing and select the action to be applied Both immediate...

Page 170: ... When the Call Manager program starts up it automatically imports rules from the compiled NET_PHN RUL rules file plus all rule files RUx it finds in its startup folder The last character used in the file name extension defines how the rule file is treated when importing RUI These files are individual rules created by exporting These will be imported only when a rule using the same name does not ex...

Page 171: ...andler you can set up a rule s to automatically run the Lookup In Outlook action This action will then lookup the phone number in Outlook and depending on how your action is configured will pop open a Contact and or a Journal Note If you setup a rule to trigger on When Ringing you may NOT want to have the action automatically open a Contact or Journal because it will do this for every matching cal...

Page 172: ... right click on the call Call Information or LCD Display window and select View Info to pop up the Standard Call Info screens shown below Within these screens buttons are offered to Open Contact create a New Contact Lookup the person in Outlook or open a Journal Add Journal entry in Outlook These screens can also automatically pop up by setting up a Personal Call Handler rule using a trigger to ru...

Page 173: ... turn off the message when the scheduled meeting is over Create Actions to set and clear the DSS Message The first Action will set a Status Message and add the Subject field of the Appointment as part of the message On the DSS key the first line and second line are appended to each other thus the preset Status Message can be modified to become something very simple to allow for the Subject to beco...

Page 174: ...ar When this event triggers I want to use the first Action that I created which sets a message In Meeting and appends the Subject line to the message to be displayed The second rule will trigger only when the Appointment sends an indication of the Appointment be set to a Free status The action is to turn off the DSS message The Final PCH Rules The main thing is to ensure that the PCH rule to Clear...

Page 175: ...ort from ascending to descending or vice versa A small light colored arrow in the column header indicates the current column used for sorting Searching Entries Press the Search button next to the Filter icon to go into search mode Above each column is a search area in which to type search criteria All the entries that match the search criteria will be shown while the rest are hidden The default se...

Page 176: ...ally available only in the Personal directory Print Listing Print a listing of all entries shown in the directory Change the position and width of the columns to format the printout as desired Use Filters and Find to print only the entries you want Export Listing Export the listing using either a CSV or Text format Chat Initiate a chat call to the person at this extension Extension directory only ...

Page 177: ...try to access a menu of other functions Call Now Place a phone call to this person or extension Same as double clicking Edit Allows you to Add Change Delete and Copy entries typically available only in the Personal directory Lookup in Outlook Lookup this number in Microsoft Outlook and open the matching contact Print Listing Print a listing of all entries shown in the directory Change the position...

Page 178: ... 11 2 Right click on an entry for options to either call chat broadcast edit or delete group 3 When you select Edit group the following dialog box displays Use the double arrow buttons to add or remove users from the group shown right To use view Presence Status ...

Page 179: ...dge Using Companion Applications IPedge UG 11 11 TOSHIBA 175 The Presence status shows the status of users such as Idle Busy etc Right click the member to start Chat or call the person through Call Manager ...

Page 180: ...r not Green answered pink not answered Year Day Time Shows the date and time that the call completed not started This column also includes the day of week for the first call of each day Phone the phone number you dialed outgoing or the CallerID Number ANI incoming Name The name of the person you called based on Outlook or who called you based on CallerID Dur The Duration or length of time the call...

Page 181: ... Call window or the LCD Display to start the dialing of that number Drag and Drop to Create Speed Dial Button You can select a call and then use your mouse to drag and drop it to a Call Manager button Drag and Drop to Add to Speed Dial List You can select a call and then use your mouse to drag and drop it to your Personal Directory Additional Options Right click on the entry to access a menu of ot...

Page 182: ...n filters are active This serves as a reminder that the call display list may not display all call records while filters are active 2 Select the options and data for the calls that you want to see Dates Select the date s All means any date Call Direction Choose whether you want to see incoming In Only outgoing Out Only or all calls In Out Phone Numbers Choose All for calls made to from any number ...

Page 183: ...te the Calls counter and Call Display area on the main screen Search Button Finds the calls on the current page that match ALL of the selected filtering options Clear Filters Button Resets all filters to Off Press Search to re load all Call History record Or select new filter settings and start a new Filter search Cancel Button Closes the filters screen with no update to the Calls Display ...

Page 184: ...s in the group logged in logged out busy in wrap up etc and when you right click on your icon you can change your status The ACD Viewer is fully integrated with the Call Manager Chat so you can easily place a chat call to a supervisor or another agent by simply right clicking on that person s icon Plus you can broadcast a chat notification to all agents and supervisors in the group ACD Viewer appe...

Page 185: ...l be offered on your screen Placing a check in this box will log you in to take calls for the group s selected when Log In was pressed 2 Click Done when finished 3 The ACD Key will display the number of ACD groups the extension is logged into and the total number of ACD groups you are a member To Log Out 1 Highlight the group name s in the left hand box and click the Log Out button 2 Click Done wh...

Page 186: ... Note The Set WrapUp button is NOT available on all installations To End WrapUp 1 Click the ACD Status button 2 Click the End WrapUp button 3 Click Done The ACD View has many configuration options that allow you to customize it to your needs When the ACD Viewer is operating and visible you can configure it s settings by clicking on the wheel icon in the upper left hand corner and selecting the Set...

Page 187: ...hat needs attention You can select up to two conditions so that whenever either of these conditions are met the ACD Group Status button will turn Red In addition to these two conditions this status will automatically be reached whenever the queue is enabled but there are NO agents available Available conditions are Calls Waiting x calls Longest Waiting Call x Secs Waiting Calls Agent x Warning Sta...

Page 188: ...ue is Disabled or off schedule and not receiving calls Notifications This section allows you to setup audible and visible notifications that can be taken when an Urgent Warning and Active status is met If desired enter a checkmark in the Play Sound box to hear a sound over the speakers on your PC when a status is met Use the Browse button to browse to a specific wav file Use the test button to hea...

Page 189: ...oll along the 2nd line of the Call Manager LCD display Select the appropriate check box to indicate whether or not you d like to display a message when each ACD Group Status condition has been met Enter the text you d like to display for the Urgent Warning or Background Messages Enter the text exactly as you d like it displayed in the Call Manager Use the following tokens to represent ACD Group in...

Page 190: ...creen space but still provides a high level status of each of your ACD groups That is the ACD Status View window displays one line for each of the ACD Groups of which you are a member The ACD Group Name Queue Number and Status Enabled or Disabled are displayed If the queue is on a schedule the time the queue will be enabled disabled by the schedule is displayed Each ACD queue has an activity LED t...

Page 191: ...e Plus sign in the status LED or right click the group and select Expand menu In this view you see a more detailed view of 1 Calls in the queue 2 other Agents and Supervisors in the group and 3 your own status 1 The Calls line shows the current number of Active and Waiting calls in queue as well as how long the longest call has been waiting displayed as LCW for Longest Call Waiting 2 The Agents li...

Page 192: ...Calls supervisor only This allows a supervisor to simultaneously log in as a supervisor and as an agent to take calls Log Out this will log you out of this ACD group Make Me Available If you are set to unavailable or are in wrap up this will change you to available status Make Me Unavailable you can select this to make yourself unavailable a list of unavailable message choices will be provided Req...

Page 193: ...est to a supervisor in the ACD Group Once you initiate the request you will receive a notification that the request has been sent If the supervisor accepts your request for help you will receive notification If the supervisor denies your request you will receive a rejection notification If a supervisor or supervisors do not respond to your request you will see the following ...

Page 194: ...o be used to send a broadcast message to an individual or to an entire group A broadcast message is a one time message that will appear on the recipient s Chat window Chat Operation The primary function of Call Manager Chat is to allow you to place and receive chat calls and conduct one on one chat conversations with other chat users in your company Chat also contains some features that may make C...

Page 195: ...hat Back option in the broadcast dialog 2 Double click on the person with whom you wish to converse or Right click and choose Chat Call from the menu This will bring up a Silent Message Conversation window which is used to send and receive messages opening a chat conversation Chat can only be between two users You cannot have a multi way chat more than two users You can have multiple two way chat ...

Page 196: ...he Canned Replies and the Whiteboard The whiteboard may not be visible in the chat window it depends on configuration The three windows are accessed from the view menu To Call the Person using your Phone This option is to make it more convenient when you need to speak with the person rather than just sending text Click Chat tab then Phone Enter the phone number or if the number is automatically po...

Page 197: ...cast message to one or more Chat recipients For example if the Sales Manager would like to call a meeting with all of his sales representatives he could use this feature to send a message to the Sales Group telling them there is an important meeting in 15 minutes in the conference room 1 To initiate a broadcast message double click on any group name in the Chat Window and click on the Broadcast ic...

Page 198: ...he Timeout default choice will display the message for the number of seconds defined in the time box default is 60 seconds Entering a checkmark in the Give Chat Back option box will give your recipients the option to send a Chat message back to you once they receive your Broadcast Message NoteBe aware that when using the Chat Back option sending to a group of people all recipients will have the Ch...

Page 199: ...s the Do No Disturb feature can be turned on This feature allows you to provide a specific message such as In a Meeting Until 3pm to anyone attempting to place a chat call to you To go into DND status DND is set in the chat toolbar by selecting the DND checkbox and or entering text into the textbox on the toolbar While in Do No Disturb the main window will show the text DND On in red Other Users E...

Page 200: ...n change the caption the type the text and whether to send immediately Caption Type in a caption for the button When Button is Pressed Select what the button will do when pressed by choosing one of the following Send Text will send a text string to the other party on the chat call Push URL will send a URL to the other party on the chat call and pop open a web browser window to that URL However the...

Page 201: ...r Shift key while making selections by clicking the mouse If you want to add a member that is not presently on line right click your mouse in the Chat Clients in List and select the Add an OFF line client menu item then type in the name of the client NoteThe name of the client must exactly match the client name when he she is on line To remove members from your group simply highlight the members a...

Page 202: ...he Whiteboard space or by clicking Whiteboard Use the Whiteboard menu to capture screens crop pictures scale highlight color and change pen widths The file menu has the following options Open takes you to an Open window to find a file etc to share Close closes the whiteboard application Save as lets you save the whiteboard Send as email brings up an email message window where the whiteboard is att...

Page 203: ...s Email Using this tool opens your e mail service on your PC takes a snapshot of the Whiteboards including all pen marks and attaches the image as a JPG file to the new e mail message You then can address the e mail create a subject and type a message to go along with the attached file Save Whiteboards Save As Using this tool causes a snapshot of the Whiteboards to be saved as a JPG file The scree...

Page 204: ... for incoming and broadcast messages On Incoming Message Dismiss new popup window Check the box and specify the time in seconds when no response is seen when a new message arrives This will tell Chat to notify the caller of no response after a certain length of time The response message returned is User didn t respond Play Wave file Check the box to play a WAV file each time a new message comes in...

Page 205: ... each time an urgent broadcast message comes in You can click on Browse to specify which WAV file you want to play You can test your WAV file by clicking on the Test button below the file name Response Buttons Tab The Response Buttons are a series of buttons located at the bottom of the Chat Message Window These can be customized to meet your specific needs by clicking on these buttons to send imm...

Page 206: ...dow will appear Caption Enter a caption for the button When Button is Pressed Select what the button will do when pressed by choosing one of the following Send Text will send a text string to the other party on the chat call Push URL will send a URL to the other party on the Chat call and pop open a Web Browser window to that URL Send Text Type in the text message or URL you want to send when you ...

Page 207: ...ot Disturb Feature Enter a check mark in the box to enable the Do Not Disturb option This option allows you to block incoming Chat messages and returns a DND message that you specify to the caller Show Offline Users in Everyone Check default setting to show both online and offline users in the Everyone group Remove the checkmark to only show online users Save Setting Save As Local Machine Data Cli...

Page 208: ...on to the file name of the user that you conversed with For example if you had a conversation with January your file name would be Jan log You can combine the use of the variables if desired For example the log file name could be C PROGRAM FILES CTS CHAT d u log The log files will be defined first by date then by the name of the Chat party Reversing the parameters u d log would be organized by nam...

Page 209: ...Message Message to be sent When using Call Manager call and system variables can be used in the message Send_Option I or C I send message immediately C or blank type message into user buffer but wait for user to press SEND Example The user sits at the front door and acts as the receptionist and needs to inform people when someone is waiting in the lobby 1 In Call Manager create a User Defined Acti...

Page 210: ...essage into user buffer but wait for user to press SEND Example Agents in a Call Center want to quickly notify the supervisor that an abusive caller is on the phone The supervisor s name is Jan and the persons phone number formatted for easier reading and name should be included when available using Caller ID 1 In Call Manager create a User Defined Action using the type Send DDE Msg and name it ap...

Page 211: ...status automatically when Call Manager is changed In this case Chat should be in DND when the user is in a meeting Chat should reflect the same message that is seen on Call Manager DSS keys 1 In Call Manager create a User Defined Action using the type Send DDE Msg and name it appropriately In App Name Topic enter MSGPOP SYSTEM In DDE Message enter DND OFF 2 In Call Manager create another User Defi...

Page 212: ...roadcast group names must contain the and or and characters as part of the name Urgency enter H if urgent message and leave blank if normal message Message The text message to be sent Timeout The number of seconds for popup to expire If left blank it will be set to the default of 60 seconds Example The Tech Support Manager schedules Group Meetings with his staff He wants to use Outlook to schedule...

Page 213: ... U 15 60 3 In Call Manager creates a Personal Call Handler Rule to trigger when a Calendar Reminder event occurs and the Subject matches Group Meeting This trigger will result in the action Group Meeting Broadcast to be taken The assumption is the Outlook meeting reminder is provided 15 minutes prior to the scheduled meeting ...

Page 214: ...in Screen Fly out Fly in button is used dock the window back to the main screen of Call Manager or if its already docked to hide it inside the main screen Setup Brings up the Dialer configuration screen Reset button Puts Dialer back to its initial state Enabled Checkbox This is the checkbox in the toolbar This box indicates whether the dialer is enabled This allows the user to easily Enable Start ...

Page 215: ...e subject of the call This information can be added changed up until the call is placed at which time this information is attached to the subject field of the call Last Result If the call has been placed and it is either successfully completed or will try again later this field shows what happened on the last attempt The user chooses these result values after each call is completed Completed Busy ...

Page 216: ...screen The screen will contain the information entered into the list about the caller and if the optional User defined Action button is enabled then pressing this key can cause more information to be available about the party or trigger one of a number of other functions The user has the choice of Call Now or Later If later is chosen then you will be asked for a new time after which the call will ...

Page 217: ...anually added or changed at any time by double clicking on a call in the dialer list The telephone number must be entered a name being called and optionally an Account Number and any Subject as needed The call can be scheduled by date or elapsed time The default date is Today but any date can be entered or a Calendar button is provided to pick a date for the call Any time can be entered or any ela...

Page 218: ...ls Calls Window Each contact will then be individually added to the power dialer allowing you to specify the date time of each call to be placed Drag and Drop from Call Manager Call History Often times you may want to place a call to someone you ve called or who called you in the past Since the Call Manager call history provides a complete list of all calls placed and received you can simply find ...

Page 219: ... as shown in the following window Note The CSV comma delimited format can also be used Then in windows explorer simple drag this file into the power dialer window and all the contacts will be immediately added to the power dialer list of calls Note Alternatively if you save this file from MS Excel directly into the PDimport sub folder of Call Manager the entries will be automatically imported into...

Page 220: ...feature of power dialer described above it is very easy to send a list of Goldmine contacts directly to the power dialer to be dialed Configuration Settings The Dialer provides some configuration options for the user To view or change the configuration right click on the icon in the upper left corner of the main screen and then select the Setup menu option This will bring up the Setup window as sh...

Page 221: ... calls placed and received The settings options are as follows Hourly Daily Weekly Monthly Overdue calls when a call is due to be placed it will only be placed if the power dialer is enabled and the phone status is idle and possibly not in Do Not Disturb Thus since the power dialer will wait until dialing conditions are true the date time selected for a call to be placed may pass by and the settin...

Page 222: ...al Date Optional if not provided Today is assumed Time Optional if not provided Now plus 5 minutes is assumed The fields within each record can be either Tab delimited or comma delimited however the entire file must be one format or the other cannot mix formats within a file Comma delimited fields can should use quotation marks around any field containing a comma For example Jones Skip 480 496 904...

Page 223: ...ty Each Button companion application can be assigned one of the 8 global banks which each have 64 buttons You can have eight instances of the More Buttons companion applications to ensure that you have enough buttons in Call Manager All buttons can be programmed by the user for the following Feature Code Speed Dial System PBS Commands User Defined Actions ACD keys DSS Extension Key Web Key Run Pro...

Page 224: ...tomatically open the Call Manager browser window to a Caller Survey page The Call Survey page could display information about the caller and display an answering script the agent could use to guide the conversation The web page might also allow the agent to enter answers from the caller into HTML forms and submit the results to a company web server The Call Manager Web Window is based on Microsoft...

Page 225: ...this application Key Button programming Name change DND List in directory Distinctive Ringing Patterns Phone Settings Call Forward Activate Deactivate call forward Speed dial One Touch Display Dial Code Display Advisory Message Preferences Account Codes Note You may or may not have some of the features listed above The availability of these features depends on your access as defined by your System...

Page 226: ...reen may also have a Server Name field depending on your extension You must know your Server name if your extension is in multiple servers or if your extension number is the same as another extension number in a different server Check with your System Administrator for your server name 4 Click Submit To change your Security Code Password 1 Select the Preferences tab 2 Check Change Password 3 Enter...

Page 227: ...u can do any of the following functions The buttons that display on this screen is based on the your telephone 10 button or 20 buttons Set Distinctive ringing patterns Assign new keys or change keys Change button labels Change the display name List your name in the directory Turn Do Not Disturb DND on or off ...

Page 228: ... Button Release Answer Cancel Source Party Destination Party CLID or Night Transfer are available selections Call Forward Set Call Forwarding assignments for this FB Forward All Calls Forward Busy Forward No Answer Forward Busy No Answer Forward Ext All Call Forward Ext Busy Forward Ext No Answer and Forward Ext Busy No Answer and PhDN Message Waiting are available selections Park Page Assign Call...

Page 229: ...y The DND default is Off 2 Change the Do Not Disturb button to ON 3 Click Save One Touch Buttons One Touch buttons can be used for storing frequently used features or dialed numbers such as Speed Dial numbers One touch buttons can be preassigned to your telephone your System Administrator can help you identify them If you do not have a One Touch button but you have an available Programmable Featur...

Page 230: ...tputs a single which will select an available orbit and display the selected orbit on the phone HOLD This special character is a Stop The dial string pauses and enables the user to view the selected orbit on the display The dial string will restart from this point when the One Touch button is pressed again FB1 gets new dial tone on the PDN 30 code for All Call Page which allows the user to page th...

Page 231: ...to save settings Table 10 Internal and External Call Ringing Tones Tone No Frequency and Cadence 01 500 Hz 1 sec On 3 sec Off repeat 02 1300 Hz 1 sec On 1 sec Off repeat 11 500 640 Hz 1 sec On 3 sec Off repeat 12 500 640 Hz 1 sec On 1 sec Off repeat 13 860 1180 Hz 1 sec On 3 sec Off repeat 14 860 1180 Hz 1 sec On 1 sec Off repeat 15 1300 1780 Hz 1 sec On 3 sec Off repeat 16 1300 1780 Hz 1 sec On 1...

Page 232: ...hone settings using Settings screen You can click on the different tabs to access different telephone settings 1 After you have entered the settings in the parameters 2 Click the Save icon Note Hover over the bubbles located above the parameters to read the flyover text for information to be entered in each field ...

Page 233: ...ur direct line telephone number will forward calls to the destination set in this option Internal calls will not forward to the destination set in this option The destination can be voice mail another telephone extension connected to your telephone system or private network or an external telephone number connected through the public telephone network Definitions 1 Direct Line calls are calls that...

Page 234: ...hone will ring before it forwards to the CF Busy No Answer destination The timer value is in seconds Table 12 Call Forward Direct Line Calls FIELD DESCRIPTION CF Internal CF All Calls to When Call Forward All Calls is activated on your telephone your telephone will not ring all internal calls and incoming line calls will be sent directly to the CF All Calls destination Note If Direct Line Call For...

Page 235: ...ll destinations 2 Your telephone may forward even if you do not activate Call Forward this is because your system administrator has activated System Call Forward on your telephone CF Direct Line Calls CF Busy to When Direct line CF Busy is activated and your telephone is busy on an existing call new calls to your direct line telephone number will not ring your telephone direct line calls will be s...

Page 236: ...ges Advisory messaging enables you to store an informative message for LCD telephones that call your telephone This is view only under System Info CF Direct Line Calls CF Busy or No Answer to When Call Forward Busy or No Answer is activated on your telephone and your telephone receives an internal call or incoming line call the following call forward operation occurs If your telephone is busy on a...

Page 237: ...o 800 Each code entered may be flagged whether it is to be used for verification prior to the call be placed or whether it is used for changing the restriction level for that call or both Table 13 Account Code Data FIELD DESCRIPTION Account Code Enter the code to be used as a valid accounting code that the user will be expected to dial The Registered Digit Length FB02 must be greater than or equal...

Page 238: ...for procedures on using the Meeting application FRL This option allows a station user change the FRL assigned to the station in Prg 200 260 etc by dialing an account code The FRL of the an account code will be applied to a call when this Verified Account Code is entered Possible values 0 16 default 0 Notes If 0 is set the FRL of the station will not change when the station dials the account code i...

Page 239: ...2 automatic hold 26 B browser 16 busy override 55 buttons 3200 series LCD 30 ACD 94 close 96 Cnf Trn 15 debug files 120 dial pad 92 dock 96 fixed 13 30 flexible 30 Hold 15 navigation 15 one touch 225 programmable 94 Redial 15 shift 15 speed dial 15 user programmable 96 buttons mode 96 C calendar 111 Call info 93 Window 93 call answered 160 control 133 disconnect 160 extra call info 104 forward 91 ...

Page 240: ...dialing hot key 100 121 on screen 99 dialpad 99 direct station selection buttons 51 directory extension 172 speed dial 173 directory number 224 distinctive ringing 227 do not disturb override 55 Do Not Disturb 91 door lock 224 drag and drop 100 135 drop 50 DSS 51 DSS message 169 E emergency page 57 enable sound 109 exclusive hold 26 executive override 55 exporting actions 155 extra info 109 featur...

Page 241: ... 23 26 54 microphone cut off 54 60 Microsoft 89 Outlook 89 Windows 98 89 Windows 2000 89 Windows NT 4 0 89 Windows Vista 89 Windows XP 89 mobile user 108 Msg button LED 27 mute 14 26 N name 140 names storing speed dial 59 navigation key 15 Net Phone expanded view 93 main menu 94 main screen 90 shutdown 161 startup 161 streamlined view 90 O OAISYS auto call record 92 Tracer 92 On manual dialing 111...

Page 242: ...mes 59 Spkr button 23 answering 25 split 50 standard info 140 static information fields 109 status 163 agent 106 181 status message 148 storing speed dial names 59 swap keys 130 system variables 154 T tabs advanced 118 dialing 112 docking 117 general 108 TAPI service provider 119 TASKE Contact 138 testing actions 156 tone signaling 22 transfer 133 151 trunk access code 112 two tandem CO line conne...

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