Allworx Call Assistant 2.5
Quick Reference Guide
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registered trademarks of their respective owners.
Call Assistant 2.5 Quick Reference Guide
Table of Contents
1 Introduction .................................................................................................................... 1
2 Logging In ...................................................................................................................... 2
3 Views ............................................................................................................................. 3
3.1 My Calls View ......................................................................................................... 4
3.2 Switchboard View ................................................................................................... 5
3.3 Outside Lines View ................................................................................................. 7
4 Product Features / Toolbar Options ............................................................................... 8
4.1 Answer .................................................................................................................... 8
4.2 Release .................................................................................................................. 8
4.3 Hold/Resume .......................................................................................................... 8
4.4 Transfer .................................................................................................................. 8
4.5 Transfer to Voicemail .............................................................................................. 9
4.6 Cancel Transfer ...................................................................................................... 9
4.7 Park ........................................................................................................................ 9
4.8 Intercom .................................................................................................................. 9
4.9 Page ..................................................................................................................... 10
4.10 Start/Stop Record ................................................................................................. 10
4.11 Options ................................................................................................................. 10
4.12 Dialing Calls .......................................................................................................... 11
© 2013 Allworx Corp, a Windstream company. All rights reserved. All other names may be trademarks or registered trademarks of their
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respective owners.
Revised: April 19, 2013
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Call Assistant 2.5 Quick Reference Guide
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respective owners.
Revised: April 19, 2013
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Call Assistant 2.5 Quick Reference Guide
1 Introduction
The Allworx Call Assistant is a graphical application intended to be used by an individual functioning
in the role of an operator or receptionist. Call Assistant allows operators and receptionists to monitor
the state of every line in the system and dispatch calls by answering, transferring, parking or
sending them to voicemail.
Call Assistant is a fully-integr ated PC software tool. When licensed on the Allworx server, the
intuitive design works in combination with any Allworx IP phone.
Call Assistant is easy to operate so you will be confident using most of its features after just a few
minutes without reading a reference manual! This quick start guide will get you started and give you
instructions on a few areas on which you might need help.
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Revised: April 19, 2013
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Call Assistant 2.5 Quick Reference Guide
2 Logging In
When starting Call Assistant, log in with the username that was assigned to you on the Allworx
server and with your password. Use the password that you would use to log into My Allworx
Manager, not the PIN you would use to log into the Message Center. You must enter the IP address
of your Allworx server. In most cases, you can find the IP address using the automatic Search
button. If that is not successful, as your System Administrator.
When you are logged in, the Presence display on your phone will be surrounded by dashes (e.g. -In
Office-).
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Revised: April 19, 2013
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Call Assistant 2.5 Quick Reference Guide
3 Views
The Call Assistant application has three distinct work areas or views: My Calls, Switchboard, and
Outside Lines (if applicable). Each view, explained in a separate section, displays call information
and expedites call handling.
Note: The application window and each of the views can be resized. To resize the view, place the
mouse on the boundary and click-and-drag the boundary to the desired size.
When you receive an incoming call, the phone will ring and the call will be displayed in the My Calls
area. To answer, do one of the following:
• Double-click on t he call
• Click on the call and then click the Answer button in the toolbar
• Right click on the call and then select the Answer option
Most of the other buttons on the toolbar operate the same way: Select an object to be acted upon
(for example, a call) and then click the action button (for example, Release).
Using the Call Assistant does not prevent you from using the phone’s keys, when that is more
convenient.
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Revised: April 19, 2013
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Call Assistant 2.5 Quick Reference Guide
3.1 My Calls View
My Calls shows all calls currently being handled at the user’s extension. The calls are ordered with
the oldest calls at the top. The calls that are directed to the My Calls view are all calls that ring the
user’s phone’s programmable function keys (PFK) and Call Assistant Appearances. This includes
Call Appearances, Line Appearances, Queue Appearances, ACD Appearances and Call Monitors.
The My Calls View shows the following fields:
•
Status
Call
•
Line / Type
•
and information such as that the call is on hold.
Time
•
Note: The column width for each field can be changed by clicking on the boundary line between
field names and dragging it to a new position.
The following actions can be initiated on the calls:
• Answer
• Release
• Hold / Res ume
• Transfer
• Transfer to Voicemail
• Park
• Start / Stop Record (when available)
– The phone icon will show if the call is:
o Ringing –
o Active –
o Being Recorded –
o On Hold– (blinking)
o Ended –
– Displays Caller-ID information such as name and number, if available.
– Displays the Line or Call Appearance that the call came in on or when out on
– Shows the elapsed time of the call.
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Revised: April 19, 2013
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Call Assistant 2.5 Quick Reference Guide
Color
State
Green
Ringing
Red
Active
Gray
Idle
Amber
Do Not Disturb
3.2 Switchboard View
The Switchboard view is a tabbed area showing the Company Directory, Auto Attendants, Parked
Calls, Call Queues, Call Monit o rs, Call History, Active Calls and Favorites .
•
Directory
extension number and user’s name (or description).
Extensions display phone icons
analog handset. Hot desk phone icons
handsets. The phone icon will be removed from the user’s original extension entry. For
extensions that are assigned to more than one handset, entries are displayed for each of the
handsets. In the above example, there is an entry for both Ian Troy’s office phone and his
lab phone.
The current status of each Allworx IP or analog handset is shown through the use of color:
– displays all extensions configured in the Allworx system. Each box shows the
when assigned as the internal caller ID of an Allworx IP or
are displayed for users logged into Allworx IP
Note: Extensions for non-Allworx handsets will always be gray.
Each entry will display the following mouse fly-over hints:
o Handset state (extensions assigned to Allworx IP and analog handsets only)
o Extension
o Name (or description)
o Presence (user extensions only)
The System Administr ator c a n limit or remove the visibility of handsets within the Directory
tab. The following settings are available, on the server Admin page:
o Normal – handset extension and status are visible.
o Hide Status - handset extension is visible but its status is suppressed.
o Hide Completely – handset extension and status are not visible.
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Revised: April 19, 2013
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The Directory tab can be used to dial, answer a ringing call or transfer calls t o the listed
extensions.
• Auto Attend
for the transfer of calls by selecting Transfer on the toolbar then the desired Auto Attendant.
Parked Calls
•
clicking on them.
Queues
•
mode. The user can observe how many calls are currently waiting in each queue, see the
duration of the longest waiting call, and pick up queued calls by double-clicking on the
queue.
Call Assistant 2.5 Quick Reference Guide
– lists all of the Auto Attendants configured on the Allworx system. This allows
– lists all calls currently parked. Parked calls can be picked up by double-
– displays all the Call Queues with corresponding descriptions and distribution
Users designated as queue supervisors can view the agent detail s for queues assigned an
ACD distribution mode (linear priority, round robin or longest idle/fairness) by selecting the
queue. Assigned agents are displayed with current status, duration of status and their
currently active queue.
•
Monitors
– shows how many calls are currently in each monitor and allows any call to be
answered by double-clicking on the monitor.
Call History – lists all of the user’s previous calls. Included in the list are completed calls,
•
missed inbound calls, and unanswered outbound calls. If the Caller-ID is available in the Call
History record, then the number can be called by double-clicking the entry or by using the
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Revised: April 19, 2013
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other various dialing methods. Only calls that were completed when Call Assistant was open
Color
State
Green
Ringing
Red
Active
Gray
Inactive
are displayed.
• Active Calls
active call information includes: start time, duration, originating caller ID and destination
caller ID. The System Administrator can modify users’ access to the Active Calls display.
The following settings are available:
•
Favorites
extensions to display as well as the ability to add external numbers. The Favorites tab can
include any of the following items:
Call Assistant 2.5 Quick Reference Guide
– lists active calls on the Allworx system. When the information is available, the
o Not Displayed – the Active Calls tab is disabled.
o Brief Display (No Caller ID) – start tim e and call duration are displayed, caller-ID
fields display Private. This is the default setting.
o Full Display (with Caller I D) – displays all available fields.
– behaves similarly to the Directory tab but with the ability to choose which
o User Extensions
o System Extensions
o System Speed Dial Numbers
o Auto Attendants
o Call Queues
o Call Monitors
o Custom External Phone Numbers
3.3 Outside Lines View
If your handset configuration on the Allworx server is set up for Line Appearances, all incoming lines
will show up in the Outside Lines area. Placing calls using the outside lines can be done by
selecting the desired outside line button and entering the number in the Dial Pad. Each line button
shows the status through the use of color:
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Revised: April 19, 2013
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Call Assistant 2.5 Quick Reference Guide
4 Product Features / Toolbar Options
Toolbar options are enabled or disabled based on the status of the call currently selected in the My
Calls view or Call History tab. To perform any of the call options on the Call Assistant toolbar, a call
must be selected. The selected call is indicated with a blue border.
Inbound call unselected
Active call selected
4.1 Answer
An inbound call will be displayed in the My Call view as ringing. This call can be answered by two
methods:
1. Select the ringing call in My Calls view and then select Answer on the toolbar
or
2. Double click on the ringing call in My Calls view.
4.2 Release
End or drop the selected call in My Calls view.
4.3 Hold/Resume
When a call is placed on Hold, the Resume toolbar option can be used to return to this call. The call
indicates Hold in My Calls view with a blinking call icon in the status column.
4.4 Transfer
Calls can be transferred to another extension by performing either a blind transfer or attended
transfer using Call Assistant.
Blind transfer – transfers to a targeted extension without an announcement:
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Revised: April 19, 2013
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Call Assistant 2.5 Quick Reference Guide
1. Click Transfer on the toolbar.
2. Click the targeted extension in the Directory, Auto Attend, Queues, Monitors or Favorites
tab.
Note: Alternatively, the Transfer operation can be performed by dragging the call to the
destination on one of the five tabs.
3. The call status changes to ‘Ended’ in My Calls view and is eventually removed from the
view.
Attended transfer – transfer to a targeted extension with an announcement to the target user:
1. Place the call on Hold by selecting Hold option on the toolbar.
2. Dial or intercom the targeted extension so they are aware of the transfer.
3. Place the targeted party on hold.
4. In the My Calls view select the original call (on hold) to be transferred.
5. Click Transfer on the toolbar.
6. Click the targeted extension call in My Calls view.
7. The call is immediately removed from My Calls view. The targeted extension call status
changes to Ended, and then is removed from My Calls view.
4.5 Transfer to Voicemail
The user can transfer a call directly to a user’s voicemail with the Transfer to VMail option on the
toolbar.
4.6 Cancel Transfer
After Transfer or Transfer to Voicemail has been selected, selecting this option will terminate the
transfer operation and resume the call.
4.7 Park
The Park option places a call on hold to one of the designated parking extensions (701 through
†
709)
. Parked calls can be retrieved by any handset in the system or by the Call Assistant using the
Park tab.
4.8 Intercom
Allworx phones on the same system can be used as intercoms by using the Intercom option.
†
Extensions may vary per system.
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Revised: April 19, 2013
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Call Assistant 2.5 Quick Reference Guide
1. Select the targeted extension in the Directory view.
2. Select the Intercom toolbar option.
3. The phone will announce the connection by ringing. After the ring, begin speaking.
4. The person you called will hear you over the speaker.
When the Intercom option is used with non-Allworx handsets, it places a call to the phone rather
than acting as an intercom.
4.9 Page
The Call Assistant user can broadcast a message to multiple phones using the Page option.
Broadcast a message to any of the Allworx system paging zones by selecting one from the drop-
down menu under the Page toolbar option. This broadcast will go to the extensions assigned to that
paging zone. If you click the Page button rather than pulling down the zone list, the first paging zone
in the list will be used.
4.10 Start/Stop Record
Calls can be recorded and saved as WAV files. Recordings can be played in Windows Media Player
and other popular media player programs. Each recording is saved in a folder named Recorded
Calls in the user’s My Documents folder. File names are composed of the date and time of the
recording.
Start Recording – To record the call that is selected in the My Calls view, select the Start/Stop
Record option or right-click on the call and choose Start or Stop Recording from the pop-up menu.
Stop Recording – To stop recording, select the Start/Stop Record toolbar option or right-click on
the call and choose Start or Stop Recording from the pop-up menu. Recording will stop
automatically if the call is released, parked, or transferred. It is possible to pause recording by
selecting Start/Stop Record. To restart recording, select Start/Stop Record, again. Recording will
pause when a call that is being recorded is put on hold. To restart recording of a held call after it is
resumed, select Start/Stop Record, again. A beep will be inserted into the audio file each time a
recording is resumed.
Options – Under the Options menu on the toolbar, users can change the folder in which to save
recordings, choose the audio compression format, and set the recording volume.
Limitations – When recording is in progress, 3-way Conference calling is disabled. Conversely, if a
Conference call that is hosted by the Call Assistant user is already in progress, recording will be
prevented. However, conference calls that are set up using the Conference Center or 3-way
Conference calls that are hosted by one of the other participants can be recorded.
4.11 Options
Call Recording Options – the following options can be set for Call Recording:
• Select the audio file folder location
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Revised: April 19, 2013
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Call Assistant 2.5 Quick Reference Guide
• Set the audio file compression format (G.711 u-law or PCM)
• Set the recording volume level
Switchboard Options – enable or disable the tabs displayed in the switchboard view. All tabs are
displayed by default. At least one tab must be enabled. Enable or disabled the Dialpad display from
this option.
Favorites Selections – add or remove items displayed in the Favorites tab. No items are displayed
by default.
4.12 Dialing Calls
Call Assistant can perform various dialing functions:
Place a New Call
•
Pad. Dialing rules must be followed (e.g. entry of PIN Codes).
Dial an Extension
•
or select it and click the Dial button.
Dial a Previous Caller
•
called you, double-click on the entry in the Call History tab or select the entry and click the
Dial button.
•
Place a New Call on a Specific Outside Line
one or more Line Appearances, a new call can be placed using a specific outside line by
clicking on an outside line button in the Outside Lines view.
•
Dial Digits in an Existing Call
and then select Dial Additional from the menu. This option can be used for navigating within
an Auto Attendant or within the Message Center
•
Copy & Paste digits in Dial Pad – The Dial Pad supports the copy & paste of valid phone
digits (0-9, #, *) from the clipboard. Invalid characters are removed. The valid digits are sent
to the phone, one after another as though they were being typed into the Dial Pad. A right
mouse click on the Dial Pad offers the option to paste “as-is” or append the number to seize
an outside line to the beginning of the dialing number (Nine (9)
plan).
– To place a new call, click the Dial button and enter digits into the Dial
– To dial an extension, double-click on it in the Directory or Favorites tab
– To dial the number of someone that you previously called or who
– If your handset is configured on the server for
– To dial digits in a call that is in progress, right-click on the call
†
, in the default internal dial
†
Digit for accessing an outside line may vary per system.
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Revised: April 19, 2013
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