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IP

edge

Using Companion Applications

268

TOSHIBA

IPedge UG 01/13

In the expanded view, the “My Status” icon is a special icon that shows your
status in the ACD group (logged in, logged out, busy, in wrap-up, etc.), and
when you right-click on your icon you can change your status or perform a
function. The options provided are:

•

Log In – this will log you into this ACD group.

•

Log In and Take 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.

•

Request Help Call to Supervisor – while you are on an ACD call, you can
use this to initiate a request for a help call to a supervisor in the ACD
group. This is further explained below.

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Summary of Contents for IPedge

Page 1: ...TOSHIBA Telecommunication Systems Division January 2012 IP Telephone Messaging and Call Manager User Guide Title Page ...

Page 2: ... 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 CONFIGURATIONS USE OF COLLATERAL EQUIPMENT OR OTHER FA...

Page 3: ... 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 and ...

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: ...d Music BGM 40 Call Forward 41 Call Forward Types 41 Call Forward Settings 42 Station Call Forward Procedures 42 Program Call Forward via Enterprise Manager 43 Example Call Forward to extension 43 Example Call Forward to outside line 43 Call History 44 Call Park 44 Call Pickup 45 Call Transfer 46 Call Waiting 47 Caller Identification 47 Conference Call 48 Direct Station Selection DSS 51 Do Not Dis...

Page 7: ...ture Delivery 71 To Send a Message Using Directory Assistance 71 To Send a Message to a Group Distribution 71 Delete a Message after Sending 72 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 ...

Page 8: ...tup Wizard 89 Mailbox Setup Wizard 92 Using IPMobility 94 Messages Tab 94 Message Menu 95 Call Tab 99 My Info Tab 99 Greeting Management 99 Record Greetings 100 Call Settings 104 Incoming Calls 105 Chapter 9 Fax Capabilities Sending a Fax from your desktop 109 Recipient 110 My Info 110 Options 111 Server Info 111 Setting up the Internal address book 111 Fax options 112 Fax Settings 112 Incoming Fa...

Page 9: ... Out 131 Changing Agent Status 132 Chapter 12 Preferences PREFERENCES 133 Config Settings 133 General 134 Dialing Tab 138 Docking Tab 143 Advanced Tab 144 Setting Up Hot Key Dialing Popup 147 Setting Shortcut Keys 147 Skin Editor 149 Skins Files 150 Saving Creating New Deleting Skins 150 The Skin Editor 151 LCD Background and Text Colors 151 Insert your Logo into the Skin 152 Changing Call Windows...

Page 10: ...81 Action Variables 182 Call Variables 182 System Variables 184 Exporting Actions 185 Importing Actions 185 Testing Actions 186 Chapter 15 Personal Call Handler Personal Call Handler 187 Creating Personal Call Handling Rules 188 Like Matches 196 Unlike Matches 197 Export Rules 198 Importing Rules 198 Chapter 16 Using Microsoft Outlook Dialing from within Outlook 201 Incoming Calls 201 Integrating ...

Page 11: ...4 Calls Display Area 244 Functions 245 Sorting Entries 245 Dialer Operation 245 Adding Calls to the Dialer 247 Configuration Settings 250 Adding Action Buttons to Ready to Dial and Results Screens 251 Advanced Topics 252 Buttons 253 Web Browser 253 Soft phone 255 History 256 ACD Viewer 260 Logging In or Out 261 ACD Group Status 263 Notifications 264 CM LCD 265 Miscellaneous 266 Using ACD Viewer 26...

Page 12: ... phone 301 Chapter 18 IPedge Enterprise Manager Prerequisites 303 Log In 304 To change your Security Code Password 304 Log Out 304 Home 305 Keystrip Labels 306 DND Activating 307 One Touch Buttons 307 Changing a One Touch Button 307 To Use a One Touch Button 308 Ring Tones 309 Settings 310 Call Forward 311 CF Internal and Line Calls 311 CF Direct Line Calls 311 To set up Station Call Forward 311 S...

Page 13: ...Adding and deleting members of groups lists Setting up personal options and message notifications Changing mailbox passwords Personal Assistant Follow me etc Chapter 8 IPMobility Application describes how a mobile device may act as an extension of an office desk phone by providing outgoing and incoming call functions Chapter 9 Fax Capabilities describes how to send faxes from your desktop redirect...

Page 14: ...Elaborates specific items or references other information 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...

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 Button 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: ...nd 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 numb...

Page 20: ...elephone 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 See Soft Keys on page 1 18 Browser Note This feature applies to the IP5131...

Page 21: ... 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 feature is enabled on your telephone set A plus sign on the LCD indicates ther...

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: ...Press Spkr 2 Press an extension button you hear dial tone 3 Press Vol up to increase volume and Vol dn 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 up to increase volume and Vol dn to decrease volume This adjusts volume f...

Page 24: ...settings Note Holding the soft key does not continue to change the setting The soft key 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 3 6 9 Hold simultaneously 2 Press Bright soft key to increase brightness 3 Press Dim soft key to decrease brightness 4 L...

Page 25: ...ss 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 hap...

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: ...ion 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 second at 10 pulses second flashes Hold Exclusive Recall Exclusive Recall 1 second at ...

Page 33: ...f the features available on an IP5000 series telephone You can use 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 Directo...

Page 34: ...splay 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 LCD Control Button just below the prompt offers access to that fea...

Page 35: ...ave 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: ...f 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 pops ...

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: ... 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 hook switch 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: ...ter the Account Code Your 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...

Page 43: ...s 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 Message tab Alarm Notification The Alarm Notification Button must be set up by your System Administrator on your station When the Alarm Notification button displays Call your System Administrator This bu...

Page 44: ...programmed to ring up to three minutes to prevent the callback from being cancelled After you answer you hear ring back tone and the LED flashes green in use If you hear a busy tone after answering a callback the called party is already on another call or the line has already been seized or has received an incoming call Your request is not cancelled You will be called again the next time a line be...

Page 45: ...rator to modify this feature Station Call Forward is used to replace a System Call Forward destination with a custom Call Forward setting made from a base station however voice first calls may not be forwarded using this feature Important Check with your System Administrator to determine if the system uses a feature called Basic Survivability If so DO NOT make any changes to Station Call Forward s...

Page 46: ...Call Forward Incoming Line may be set simultaneously on a telephone This allows incoming line calls to be forwarded to a different destination than other call types Note Each Call Forward Setting has a different cancellation code Call Forward Settings 5 Call Forward All Calls Forward all calls immediately 6 Call Forward Busy Do Not Disturb Forward calls immediately when extension is busy or set to...

Page 47: ...ion using Enterprise Manager 1 Login to Enterprise Manager 10 Select System Call Forward 11 Click the check box for the SCF number 12 Select Call Type and click the Edit icon 13 In the Call Forward window enter the first destination to which the call should forward up to 32 digits default is null 14 Enter the number for Destination 2 15 Click OK Button 16 Click Save icon to save settings Example C...

Page 48: ...y in a location other than your telephone These areas are called orbits You or another telephone user can retrieve a parked call from its orbit by specifying the orbit number You can specify one of 20 General Park Orbits 7000 7019 or a valid extension number within the system Once you have parked a call in an orbit you can Hang up and retrieve the parked call at a later time Originate another call...

Page 49: ...p group there are a total of 48 pickup groups available You can easily pick up ringing calls on other extensions Ringing calls include new transferred internal or external calls You will have the ability to pick up calls for other extensions in your group and other groups as well See your System Administrator for group assignments Ringing Page or Held Call Pickup This feature picks up ringing or h...

Page 50: ...S Soft Key 2 Dial the extension where you want to transfer the call The call rings the destination station and your telephone returns to the idle state If your telephone does not go idle the destination may be located in a remote node so you need to hang up to return to idle state Note For DN in remote node the user can transfer by entering after DN is entered Transfer Using The Cnf trn Button 1 W...

Page 51: ... or transfer the existing call to answer the waiting call Place Current Call on Hold to Answer Waiting Call Press Hold The existing call is placed on hold The camped on line rings your station the Line LED flashes green incoming call or if your telephone has the Auto Hold feature just press the flashing extension button You are connected to the transferred call The extension or Line LED flashes gr...

Page 52: ...ll Conference calling using an IP5000 Series telephone allows up to eight parties to join together on a conference call The party initiating the conference call is known as the conference master If the conference master exits the conference the first station added to the conference becomes the master The maximum number of participants on a conference call is eight including the conference master T...

Page 53: ...n Hold is disabled and the line extension LED flashes green Rejoin the conference at any time by pressing the extension button Conference master status is retained through this process Consultation Hold SIP only This feature allows you to place a call on hold then dial another station or outgoing line to consult 1 While on a call press the Conf soft key The held party will hear system music on hol...

Page 54: ... and another member of the conference may leave Split the conference for a private conversation All conference members remain connected during a split call Conference master may join both split parties back into the conference or disconnect Drop the connected party This feature is performed with Soft Keys if you have a LCD phone or with a Split button programmed on one of the Programmable Feature ...

Page 55: ...red 2 Announce the call or transfer the call by hanging up or pressing Release Note You can transfer the call to an idle or busy station Do Not Disturb If your station is in Do Not Disturb 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 ...

Page 56: ...s depends on off hook preference set up for your telephone Important If you place an emergency call from a remote location the address the Emergency service gets is that of the location of the telephone system and not of the remote location 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 ...

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: ...ither announce automatically or to announce after you press a button 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 answerin...

Page 59: ... applies to the station receiving the muted ring The muted ring can be sent to the telephone speaker or 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...

Page 60: ...d and another is attempted from the same station the original COS is applied This allows selected users to override 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...

Page 61: ...intained except in the case where the second page is Emergency Paging Group Page To answer a Group Page lift the handset off hook dial 5 36 and enter the Page Zone number 01 08 depending on your telephone system All Call Page You can make an All Call Page to telephones assigned to the All Call Page Group Stations are assigned to the All Call Page Group in system programming To make an All Call Pag...

Page 62: ...t intrude unless that telephone has been programmed for Privacy Override In that event the other telephone may enter and leave the conversation at will If all users are provided with Privacy Release in Class of Service the system will function as non private Your telephone may be equipped with a Privacy Release and or a Privacy on Line button On a normally private telephone Privacy Release allows ...

Page 63: ...your own telephone If you have a 9 Line LCD telephone you can assign names to your station SD numbers to appear on the Personal SD Directory display Personal Speed Dial 1 See your System Administrator to check how many personal Speed Dial numbers are allocated to your telephone and if you have Speed Dial capabilities enabled on your telephone 2 Set up Store your personal Speed Dial numbers 3 Assig...

Page 64: ...names with Station Speed Dial numbers Only the Administrator telephone can store System Speed Dial numbers Assign Station Speed Dial Names Web based User Administration 1 Login and select Speed Dial then select or enter the desired Speed Dial Index and set the number and name 2 Enter a Speed Dial location number 100 199 for personal speed dial or 200 999 for System speed dial depending on system p...

Page 65: ...ignalling To determine the signalling on the telephone circuit Tone First Signalling When the telephone rings and the called party must press Spkr or lift the handset in order to receive the call Voice First Signalling The telephone does not ring when it is being called rather a long tone is heard followed by the caller s voice coming through the speaker This method automatically starts in a hands...

Page 66: ...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 destination 4 The voice mail transfers the call to the UCD group pilot 5 The call is delivered...

Page 67: ...he call which terminates to UCD pilot only Therefore the call can terminate to agent Prime or Phantom PDN directly even if the agent is in Logout state Also Login Logout 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...

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Page 69: ...lt password If you do not have this 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 t...

Page 70: ...r voicemail box 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 administrator will also designate if you receive notification tha...

Page 71: ...hed playing 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...

Page 72: ...destinations with the same comment Erase Delete and Retrieve a Deleted Message While you are listening to a message or after a message has finished playing you can delete the message from your inbox or saved box Delete a Message Press 3 during or after message playback The message will be moved to a deleted folder Note You will have a minimum of one day to recover this deleted message some system ...

Page 73: ...o use a private or public group distribution list at this time see Using Group Distributions for more information on setting up and using group distribution lists 5 Press 1 to confirm or 2 to change your entry When sending a message the system will also provide you with the option to send the message with return receipt and or schedule it for future delivery See this chapter for more information o...

Page 74: ...ss your message When you send a message as priority and confidential the system will also provide you with the option to send the message with return receipt and or schedule it for future delivery See this chapter for more information on these options and follow the prompts in the system to use these features To Request a Return Receipt for a Message When sending a message to a subscriber s inbox ...

Page 75: ...pecify 6 Press 1 to confirm and send 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 org...

Page 76: ... message you sent to the subscriber has not yet been listened to 1 Call the voice messaging system and select 5 from the subscriber s menu 2 Enter in the mailbox number you wish to check and the system will play the first unheard message you left for the recipient 3 To delete the message press 3 to replay the message press 1 to hear the next message press 2 ...

Page 77: ...y If you are not busy on the phone callers will receive 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 t...

Page 78: ...2 to record the greeting press 3 Manage your Custom 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 mai...

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: ... in a 4 digit 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 pres...

Page 83: ... 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 available in your organization and depending on how it is set up can also allow you to Accept a call or reject it and send it to voicemail Record the conversatio...

Page 84: ... Enter a phone number the call out number followed by the system will then repeat the number back for confirmation 3 To activate this call out number press 1 or to enter a new call out number press 2 Once the call out number is activated all calls stop ringing at your office phone and will automatically be forwarded to your call out number Red Follow Me feature is activated and the call will follo...

Page 85: ...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 86: ...lleague 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 Unified Messaging is available in...

Page 87: ...UG 01 13 TOSHIBA 83 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 ...

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Page 89: ...es the IPedge system telephone number on their Caller ID Accept incoming calls on a mobile device that were made to an IPedge office telephone number Transfer or record telephone calls One touch access to voicemail saved deleted items and incoming faxes Record and send voicemail to an internal extension set special call flags including future delivery schedule priority confidential and return rece...

Page 90: ...r Mailbox number usually your extension Voicemail Password Direct Inward Dialing DID Number This is the number for the IPedge system Download IPMobility Application The IPMobility app requires internet access to the host IPedge Note Mobile devices require a data plan with an option to enable Wi Fi access for locations with poor cell network service The IPMobility App must be installed on the mobil...

Page 91: ...rch for IPMobility 2 Download the App 3 Sync your iPhone with iTunes on your computer The app may also be downloaded from the device using the iPhone App Store app follow steps 1 2 above Launch IPMobility When the app is opened for the first time specific IPMobility information must be entered User will first need to obtain the IP address for the voice mail system see system administrator First Ti...

Page 92: ...appears saying Certificate not trusted select Allow OK 3 Once you are logged in to IPMobility tap the My Info tab on the lower right 4 Scroll down and tap Settings 5 On the Settings screen enter your mobile Phone Number and the Direct Inward Dialing DID number in the fields highlighted in red ...

Page 93: ...incoming or outgoing call by pressing 1 or Dial Using Call thru will automatically make the call without any user confirmation like a normal call Test the Application 1 After launching the app on your mobile device make a call to a telephone with Caller ID capability 2 Verify that the IPedge Caller ID or DID is displayed not the mobile phone number Mailbox Setup Wizard The setup wizard will guide ...

Page 94: ...oll down and tap Setup Wizard then tap proceed to continue 3 To create or change your voice mailbox password enter in either field 4 Tap Save when complete Note If Save button is not visible click anywhere on the screen background 5 Tap the right arrow to advance ...

Page 95: ... for the voice mail attendant to announce to callers 6 Tap Record press Stop when complete The Record button will toggle between functions 7 Tap Play to preview the message tap Record to re record your full name 8 When complete tap the right arrow to advance Record a personal greeting for your voice mailbox ...

Page 96: ...nt from the mobile phone or is unsupported by the IPedge system or Caller ID is not received the system will prompt the user to manually enter their mailbox number Select this option to avoid having to enter the mailbox number each time it is accessed Mailbox Setup Wizard The setup wizard will guide the user through the voice mailbox setup process 1 To change your voice mailbox password enter in t...

Page 97: ...rs Tap Record When complete press Stop The Record button will toggle between functions 4 Tap Play to preview the message tap Record to re record your full name 5 When complete tap the right arrow to advance Record a personal greeting for your voice mailbox 6 Tap Record press Stop when complete The Record button will toggle between functions ...

Page 98: ...Messages Call and My Info Use these tabs to access the various features of the Application Messages Tab When logged in to IPMobility the Messages screen will automatically displays your Inbox Fax Saved and Deleted voice mail Items From this screen you may also record a new message and send it to another mailbox as well as view any future delivery messages Inbox If a new message is waiting the app ...

Page 99: ...ssage may be recorded and sent directly to a mailbox as a voice mail 1 Enter the recipient mailbox or select it from the address book 2 When the message is recorded several message options are available Priority Confidential Return receipt No receipt notification Future delivery For no receipt notification and future delivery you will be asked to input a date and time View Future Delivery Messages...

Page 100: ... This will forward the currently selected message via email or voice mail A message may be forwarded by either voice mail or email from any of the four mailbox screens 1 If forwarding via email enter the email address of the recipient Change the subject header or the email client will send the message with the subject heading FW Voicemail The user will receive the file in WAV format ...

Page 101: ...er of the recipient or select the address book icon to find the mailbox number 3 Tap Message Options 4 A forwarded message may be tagged as priority confidential return receipt no receipt notification or future delivery For no receipt notification and future delivery users are asked to input a date and time Reply ...

Page 102: ...return receipt no receipt notification or future delivery For receipt notification and future delivery you will be asked to input a date and time Play on Earpiece This button toggles the sound output from the earpiece to the Speaker Tap the button to select the option displayed e g if the button reads Play on Speaker then it is currently set to play on earpiece Tap the button to hear the message p...

Page 103: ...eting management passwords default location and settings There are three functions Greeting Management Logout and Settings Greeting Management IPMobility supports mailbox greeting management allowing users to review and record multiple voice mail greetings for different presence states Default Extended Absence EA Busy The system will also allow users to record playback and save these state based g...

Page 104: ...reeting 5 Repeat this process to record Extended Absence and Busy outgoing greetings Note A Personal Schedule is created automatically for each type of greeting Default Extended Absence and Busy Default Default is the generic greeting which plays unless another has been assigned To enable this feature record and save a new voice mail greeting and enter destination numbers for follow me Follow me a...

Page 105: ... as on vacation or business travel EA Activated Deactivated Change EA Recording Extended Absence Locations Click on any of the links above to jump to that feature EA Activated Deactivated The Activated Deactivated button will show the current state of the Extended Absence greeting tap the button to activate deactivate Once enabled users are notified that the extended absence greeting is playing ev...

Page 106: ...mmediately to voice mail Extended Absence Greeting To change the Extended Absence greeting tap Change Recording From the recording screen follow the steps below 1 Tap Record press Stop when complete The Record button will toggle between functions 2 Tap Play to preview the message Tap Record to re record your voice mail greeting 3 Repeat this process to record Extended Absence and Busy outgoing gre...

Page 107: ...ered exceeds extension number digit length the system assumes the entry to be an outside number When this occurs the Follow Me destination of that mailbox is set to active and the destination number is updated Note If a Personal Schedule has been enabled for your mailbox calls that are forwarded to voice mail from your extension are not affected by this parameter Do Not Disturb DND You may select ...

Page 108: ...the destination number Dial using Call thru Select this option to have the mobile device call the destination number using the IPedge system without user confirmation Call thru Send Mailbox Note Use this function with the Call thru feature only if Calling Party Identification is NOT being sent from your mobile device or is unsupported by the service provider for the IPedge Use IPMobility to call A...

Page 109: ... for new messages which may decrease the battery standby time When the IPMobility App is installed these options can be found under Settings Notifications IPMobility Badges Sounds Banners 1 This function requires simultaneous voice and data capability from the mobile carrier Simultaneous voice and data refers to the ability to access the internet while talking on the mobile device Some carriers do...

Page 110: ...Transfer Transfer the call to another phone number Note Some CDMA based carrier plans may not support the Call Transfer feature Transfer to Desk Transfer the call to your office desk See Transfer Record Stop Record Start stop recording of the conversation Send to Voicemail Send the call directly to your voice mailbox Disconnect This will disconnect the current call ...

Page 111: ...ice will receive a call back from the host IPedge system 4 When the incoming call is answered IPedge will automatically dial the destination number 5 Once the call is connected the same options are available as Call Screening press the IPMobility notification in the notification bar to access if not displayed Call thru To use the Call thru feature 1 Select the Call tab Note Android handsets may us...

Page 112: ...he call is connected you have the same menu options as described above Transfer Transfer the call to another extension of telephone number Note CDMA carrier based plans such as Verizon and Sprint may not support the Call Transfer feature Android While on a call tap the status bar iPhone While on a call switch to or open the IPMobility App and the screen will display automatically ...

Page 113: ... 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 the 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...

Page 114: ...tlook 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 111 on how to add members to this list My Info This section asks you to input your name company name phone number fax ema...

Page 115: ...puter 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 delete a fa...

Page 116: ... 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 an att...

Page 117: ...uccessful Failed Only Notification 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 Printer Name Select the printer name you wish th...

Page 118: ...t 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 fax machine...

Page 119: ...dge 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 th...

Page 120: ... information 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 fir...

Page 121: ...the 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 ...

Page 122: ...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 e g 1 800 IFLYSWA Volume Controls These buttons control the volume when t...

Page 123: ...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 icon indicates priority information is attached to the call Press the Call Notes icon to view or change ...

Page 124: ...ion 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 display buttons and controls that appear on each screen docking profile c...

Page 125: ...menu pressing the associated KeyTip will show the KeyTips of tools in that container From there you can press another KeyTip to use a tool in that container or press Escape to return up one level showing the keytips from before For example press Alt A to transfer to the Actions ribbon tab then press N to launch the New Action dialog box Note If you want a tool to be available without having to nav...

Page 126: ...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 127: ...e 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 applicatio...

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Page 129: ...n attached to a call Making Outgoing Calls Call Manager supports a 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 numb...

Page 130: ...ry to Re dial a Number 1 Click the History Companion tab 2 Scan the list for a recently dialed number or look for a number of someone 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 p...

Page 131: ... menu To Retrieve Call To re connect a held call click the hold button 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 a...

Page 132: ...ff 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 133: ...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 radio button to re...

Page 134: ...lick 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 Info window open plac...

Page 135: ...ble 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 listed as a Supervisor...

Page 136: ... 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 Wrap up button 2 Click Done Note The Set Wrap up button is NOT available on all installations To End Wrap up 1 Click the ACD Status button 2 Click the End Wrap up button 3 Click Done ...

Page 137: ...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 138: ...ion 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 option will pop up a Login screen each time Call Manager is started so that they can log into the appropriate PBX phone exten...

Page 139: ...l 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 when cyan information is attached and when red high priority informat...

Page 140: ...actly 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 Call Manager is specifically designed to work in concert with Microsof...

Page 141: ...tomatically 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 Journal entry will be automatically associated with that Contact Au...

Page 142: ...dministrator has set up the Server based Dial Plan this is the best choice and will save 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 will automatically be dialed to access a trunk before dialing the phone number Voice Mail...

Page 143: ... 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 144: ...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 145: ...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 146: ...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 147: ...up 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 its screen Available Elements The Available Elem...

Page 148: ...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 149: ...imes 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 is monitoring for call information Hostname Enter the name of the Server PC where Net Server resides Use Remote Access Port Check this box only whe...

Page 150: ...ected 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 Description It is highly recommended to write a description of the problem including all pertinent details such as the conditions and ...

Page 151: ...pup Hot Key which will bring Call Manager 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 an...

Page 152: ...pecified mailbox of the voice mail View info Show Info screen for the active call View Extra info Show Extra Info screen for the active call Leave Voice Mail It will stop ringing the destination extension and calls the destination party s voice mailbox Leave Station Message It will set the callback request to the destination when the destination party is ringing Note Many applications use various ...

Page 153: ...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 Bar change title bar logo...

Page 154: ...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 155: ...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 156: ...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 157: ...ns 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 addresses to send the skin Microsoft Outlook is required when using this function Email skins ...

Page 158: ...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 159: ...IPedge Preferences IPedge UG 01 13 TOSHIBA 155 ...

Page 160: ... 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 exceptions is the...

Page 161: ...d then the Buttons tab 2 There are nine pre loaded 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 assigned to one of ...

Page 162: ...r with one touch access to features applications files phone numbers employees and more To change any of these keys simply right click the key and select one of the following options To Initialize Key This resets the key to a blank default state This makes it much easier to use the drag and drop techniques for setting up keys To Swap Keys To swap the configuration of two programmable keys you can ...

Page 163: ... the Setup Key configuration settings shown below Several items in the upper portion of this window define the appearance and label of the button Selecting an Action from the pull down listing will present additional parameters needed to define the choice Details for each Action follow this procedure Note Some users may not have permission to change buttons and keys Sample Displays the appearance ...

Page 164: ... password 12345 then enter 2502 1000 12345 You can also include an X character in a phone number string to have the dialing stop at that point and queue up the rest of the number in the dial buffer The user can listen to the call and click the Dial button to dial the rest of the digits at the appropriate time Examples include 1 dialing a person who has an extension number e g 4969040 x1008 2 diali...

Page 165: ...tration settings such as the Auto Call Record Tracer Recording features which only appear when the System Administrator enables those items Others are dependant upon the PBX used by Call Manager The following commands are available An enhanced feature is available in User Defined Actions PBX Call Control Auto Call Record Tracer Recording Answer Current call Start Record CONFERENCE Simulates Conf k...

Page 166: ...t 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 Select the appropriate action or button to add copy edit test or delete action The appropriate action screen displays Click Save and then click Done Refer to Chapter 14 Actions for more information on editing actions Click to view the actions list to add ed...

Page 167: ...figuration of your call center these keys can be used to 1 Login or Logout of ACD groups via Agent ID and phone Extension and 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 ...

Page 168: ...ctory as it is shown in the little popup on the side This will set the label for you You can then change the colors and edit the name for easy identification Web Keys Web keys allow you to program an Internet or intranet URL into the key Press the key to open the default web browser to the specified web page Run Program Keys This sets the key to run a specific application or load a specific docume...

Page 169: ... phone is pressed IPT Programmable Key Any programmable key assigned to the built in VoIP soft phone can be mapped to a button Specify the key number on the phone configured in Enterprise Manager and the label associated with the key is shown on the button as well as the lam status IPT Fixed Key Fix keys on the phone such as Message Waiting Microphone Speaker Speed Dial Redial Conference Transfer ...

Page 170: ...ply dragging phone numbers or feature codes from other programs Some examples include 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 171: ...ly a good idea to test the action to make sure it works correctly The screens for creating actions also provide a testing facility to make this testing easy Note Depending on your configuration you may not be able to change the User Defined Actions in which case you should check with your System Administrator Creating Actions The Creating of Actions can be done by going to the Actions menu The lef...

Page 172: ...his action attaches an account code to the active call This account code is passed to other applications such as Insight or TASKE Contact Account Enter an accounting number to be associated with this call Export Call 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 ...

Page 173: ... 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 182 for details Lookup in Outlook This action...

Page 174: ...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 175: ...rred Agent for the call prior to transferring the call into a queue The Field Name would be entered as PREFAGENT The value would be the agent s ID code Value Enter the value 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 pat...

Page 176: ...te access to other companion application programs An example of using your Personal Call Handler to automatically open the Integrated Web Window whenever an outside call rings in to provide a script to for answering that call The URL can contain action variables for example using the DID DNIS number used for the call to open a page created for each DID DNIS number Thus when the call arrives a scre...

Page 177: ...all Info screen The Standard Call Info screen allows the user to type in the Caller ID name or number or Account code of a call lookup the phone number in Outlook and 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...

Page 178: ... 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 179: ...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 180: ...e letter A use A for key text If you want to represent more than one character append each additional character to the one preceding 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 ...

Page 181: ... plus sign use Brackets also must enclose them in braces To send brace characters use and To specify characters that aren t displayed 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...

Page 182: ... 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 183: ... 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 184: ...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 Transfer Call action Recording Option Whe...

Page 185: ...ses the active call to be transferred to another phone directly to a specific Voice mailbox or to an outside phone number e g 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 186: ...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 187: ... 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 e g 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 188: ...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 189: ...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 190: ...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 191: ...r 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 voicemail When my spouse calls if I haven t answered the call within 5 seconds play a special tone o...

Page 192: ...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 193: ...n 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 in another field name and then choose how to treat this information For the last two options enter a spec...

Page 194: ...s 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 the account code type to be u...

Page 195: ...ll Type Select the call type for the ringing call Call Direction Select the direction of the call to be triggered Call was Answered Select whether the call was answered Phone Software Startup Happens whenever the Call Manager software starts up and is in full operation with the PBX Phone Software Shutdown Happens whenever Call Manager software is shutdown using a normal Exit ...

Page 196: ...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 Account C...

Page 197: ... 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 198: ...Select whether the station is to be considered idle when the DND Status is ACD Agent Status Check 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...

Page 199: ... appointment and again when the appointment time ends Free Calendar Status Select to match the Outlook Calendar Status options Any Free Busy Out of Office Event Importance Select to match the Outlook Calendar Importance options Any Low Normal or High Subject Select either Any or Matches this Subject For making the match enter the text for the subject to match See Like Matches and Unlike Matches fo...

Page 200: ...endar may also send a Tentative status setting which is treated using the Any setting Like Matches When you design a Rule to trigger using a Specific Number for the CallerID number or Account number or on a Specific Name for the CallerID name you can design the rule to either search for an exact match or a LIKE match A LIKE match simply uses wildcard characters in the string that you specify to ac...

Page 201: ...diate and delayed actions can be performed in the same rule To Check the Action Clicking the Check Action button will transfer you to User Defined Actions to allow changing the action and or test the action To Add an Action Click the Add Action button to transfer to User Defined Actions to allow you to create a new action to be used To Delete an Action Click the Delete Action button to remove an a...

Page 202: ...ting Rules 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 d...

Page 203: ...DR etc Incoming Calls Using the Personal Call Handler 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...

Page 204: ...k Calendar One typical integration with Outlook Calendar is to put Appointment information on DSS key so that all other Call Manager users know your current presence status This example will turn on the DSS key with Status Message only and 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 S...

Page 205: ...IPedge Using Microsoft Outlook IPedge UG 01 13 TOSHIBA 203 The second Action will clear the message when the appointment ending time is reached ...

Page 206: ...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 207: ...t 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 sear...

Page 208: ...ly 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 ta...

Page 209: ...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 210: ... 13 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 211: ...buttons to navigate between the various pages Call History creates Pages when the call log exceeds a certain number of Call records to improve performance The Last page contains the most recent calls Call Information Each call in the call history appears as one line in the Call Display area The column headers indicate what information is shown in each column Column 1 Icons Indicates whether or not...

Page 212: ...Type This can either be IC or CO indicating the type of call internal or external It also indicates the Station ACD Hunt Group Announcement AA and voicemail Notes Shows the Notes that were taken during this call These Notes could have been attached to the call prior to reaching this phone and or they could have been added or changed by you while it was on your extension Call History logs the curre...

Page 213: ...nformation you can view and copy paste it to other applications Lookup in Outlook Look up the telephone number in Microsoft Outlook and open any matching Contact Listen to Call When the Tracer Integration is provided this button provides a link to Replay to allow the recording to be played back ...

Page 214: ...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 215: ...d to Strata ACD to view the status of all ACD groups in which they are members It shows the operating status of each group and as the group becomes busier it changes colors and can provide warning sounds to alert you of status changes You can expand each group view to see the number of calls and the status of each of the agents and supervisors in the group Each group contains a My Status icon show...

Page 216: ...rating in Enhanced Mode for ACD Viewer to be used The ACD actions can be used to Log In Log Out to from ACD groups Going temporarily unavailable and an ability to end wrap times can be part of the features available Additional Call Center features are possible using User Programmable buttons ...

Page 217: ...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 218: ... 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 219: ...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 220: ...e 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 check mark 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 221: ...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 222: ...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 223: ...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 224: ...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 225: ... The Call Manager Chat program allows Call Manager users connected to the Net Server to interactively have chat conversations This is an integrated text messaging function that lets you communicate with other Call Manager users using text messaging calls even while you re busy on the phone This program works as a companion program with Call Manager to allow workers in the enterprise to communicate...

Page 226: ...res that may make Chat more user friendly in certain applications These include a Do Not Disturb changing the quick send text buttons and the ability to form groups of users for broadcast messages Using Chat Messaging This section defines how to place a call to another Chat user how to communicate with that person how to answer an incoming Chat communication and how to send Broadcast messages To A...

Page 227: ...at 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 c...

Page 228: ...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 229: ...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 230: ...he Timeout default choice will display the message for the number of seconds defined in the time box default is 60 seconds Entering a check mark 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 C...

Page 231: ...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 Check box and or entering text into the text box on the toolbar While in Do No Disturb the main window will show the text DND On in red Other Users E...

Page 232: ...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 233: ...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 234: ...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 235: ...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 236: ... 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 237: ... 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 238: ...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 239: ...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 check mark to only show online users Save Setting Save As Local Machine Data Cl...

Page 240: ...ith a separate file for each chat Use the variable u to log a conversation 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 t...

Page 241: ... you to manually select the person Msg_Type leave blank future feature 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 someo...

Page 242: ...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 243: ...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 244: ...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 245: ...ative arrives in the morning he may know he needs to make calls to 15 of his customers so from MS Outlook he can drag drop the contact information of all 15 of the customers into his Dialer When the designated time arrives for each call to be placed the user will be presented with a pop up screen alerting him it s time to place the call Once the call is finished the user will be presented with ano...

Page 246: ...ialer box displays Phone Status this shows whether the phone is idle busy in Do Not Disturb etc Calls Display Area this area shows the list of calls that have been placed or have yet to be placed details below Column Headers these show what information is contained in each column Using your mouse you can resize and reposition these headers to customize your viewing area Calls Display Area This are...

Page 247: ...ompleted Busy Left a Message No Answer Wrong Number Functions When you have selected an entry in the Calls you can change the entry by simply double clicking on the desired entry However if you right click on the entry additional menu options will appear to show other functions you may want to perform Call Now immediately place this call This can be used even if the power dialer has been disabled ...

Page 248: ...e 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 return to the list Pressing Cancel will disable the call before returning the call to the list Results When the call is completed a Results dialog box appears shown below The statu...

Page 249: ...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 250: ...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 251: ... 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 252: ...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 253: ... 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 254: ...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 255: ...ined Actions ACD keys DSS Extension Key Web Key Run Program For more information refer to Chapter 13 Buttons Web Browser Call Manager provides an integrated web browser window for access to Internet or Intranet locations or direct access to local HTML files In addition to basic browsing you can create custom web applications to extend the functionality of Call Manager for your business For example...

Page 256: ... 01 13 The Call Manager Web Window is based on Microsoft Internet Explorer You must have Internet Explorer 6 0 or higher installed on the PC Click the setup icon to set Home URL and the tools to display in the toolbar home stop refresh go back go forward URL ...

Page 257: ... can use all of Fixed buttons Programmable buttons and Soft keys on the telephone In addition if the user prefers the softphone screen can be shown as a companion application The user can click keys on the softphone and it behaves the same as the IP telephone The telephone must be configured as the 10 button large display telephone in IPedge and the SHIFT button must be disabled ...

Page 258: ...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 259: ... 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 260: ...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 261: ...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 262: ...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 263: ...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 264: ... 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 265: ...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 266: ...e 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 check mark 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 267: ...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 268: ...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 269: ...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 270: ...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 271: ...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 272: ...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 273: ...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 274: ...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 275: ...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 276: ...he Timeout default choice will display the message for the number of seconds defined in the time box default is 60 seconds Entering a check mark 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 C...

Page 277: ...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 Check box and or entering text into the text box on the toolbar While in Do No Disturb the main window will show the text DND On in red Other Users E...

Page 278: ...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 279: ...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 280: ...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 281: ...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 282: ... 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 283: ... 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 284: ...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 285: ...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 check mark to only show online users Save Setting Save As Local Machine Data Cl...

Page 286: ...ith a separate file for each chat Use the variable u to log a conversation 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 t...

Page 287: ... you to manually select the person Msg_Type leave blank future feature 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 someo...

Page 288: ...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 289: ...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 290: ...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 291: ... 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 292: ...n 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 Check box This is the Check box in the toolbar This box indicates whether the dialer is enabled This allows the user to easily Enable Start...

Page 293: ...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 294: ...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 295: ...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 296: ...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 297: ... 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 298: ...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 299: ... 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 300: ...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 301: ...y 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 Prog...

Page 302: ...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 303: ... can use all of Fixed buttons Programmable buttons and Soft keys on the telephone In addition if the user prefers the softphone screen can be shown as a companion application The user can click keys on the softphone and it behaves the same as the IP telephone The telephone must be configured as the 10 button large display telephone in IPedge and the SHIFT button must be disabled ...

Page 304: ...IPedge Using Companion Applications 302 TOSHIBA IPedge UG 01 13 ...

Page 305: ...n programming Name changes Do Not Disturb 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 Not all of the features listed here may be available feature availabliity depends on user access limits established by the System Administrator Prerequ...

Page 306: ...g 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 Set the time to remain logged in in the Session Timeout pulldown list 5 Click Submit To change your Security Code Password 1 Select the Preferences tab 2 Chec...

Page 307: ...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 Activate Deactivate Follow Me To set up Follow Me button right click the button then select Voice Mail Follow Me ...

Page 308: ...elease 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 Park Orb...

Page 309: ... 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 Feature Button ...

Page 310: ...ingle 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 the locatio...

Page 311: ...settings Table 11 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 sec Off...

Page 312: ...ings 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 313: ... 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 ring you...

Page 314: ...l ring before it forwards to the CF Busy No Answer destination The timer value is in seconds Table 13 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 Forward is ...

Page 315: ...ations 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 sent direc...

Page 316: ...ory 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 an existin...

Page 317: ...h 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 14 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 to the V...

Page 318: ...dures 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 in this ca...

Page 319: ...verride 55 buttons 3200 series LCD 30 ACD 120 close 122 Cnf Trn 15 debug files 146 dial pad 118 dock 122 fixed 13 30 flexible 30 Hold 15 navigation 15 one touch 307 programmable 119 Redial 15 shift 15 speed dial 15 user programmable 122 buttons mode 122 C calendar 137 Call info 119 Window 119 call answered 190 control 161 disconnect 191 extra call info 130 forward 117 history 134 logging 134 modif...

Page 320: ...lpad 125 direct station selection buttons 51 directory extension 206 speed dial 207 directory number 306 distinctive ringing 309 do not disturb override 55 Do Not Disturb 117 door lock 306 drag and drop 126 166 drop 50 DSS 51 DSS message 202 E emergency page 58 enable sound 135 exclusive hold 26 executive override 55 exporting actions 185 extra info 135 feature 136 F features 306 field name 171 fl...

Page 321: ... 115 Outlook 115 Windows 98 115 Windows 2000 115 Windows NT 4 0 115 Windows Vista 115 Windows XP 115 mobile user 134 Msg button LED 27 mute 14 26 N name 170 names storing speed dial 60 navigation key 15 Net Phone expanded view 119 main menu 120 main screen 116 shutdown 191 startup 191 streamlined view 116 O OAISYS auto call record 118 Tracer 118 On manual dialing 137 one touch 306 one touch button...

Page 322: ...list 126 names 60 Spkr button 23 answering 25 split 50 standard info 170 static information fields 135 status 194 agent 132 215 261 status message 178 storing speed dial names 60 swap keys 158 system variables 184 T tabs advanced 144 dialing 138 docking 143 general 134 TAPI service provider 145 TASKE Contact 168 testing actions 186 tone signaling 22 transfer 161 181 trunk access code 138 two tande...

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