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IP Office Phone Manager
User Manual
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Avaya IP Office 3.2, IP Office Phone Manager User Manual

IP Office 3.2
Phone Manager User Guide
15-600988 Issue 14b (14th June 2006)
Introduction
Page ii Phone Manager User Guide 15-600988 Issue 14b (14th June 2006) IP Office 3.2
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Phone Manager User Guide Page iii IP Office 3.2 15-600988 Issue 14b (14th June 2006)
Table Of Contents
Introduction................................................................................................................................1
About this Guide.......................................................................................................................................1
What's New..............................................................................................................................................2
Phone Manager Feature Comparison.......................................................................................................3
Starting Phone Manager...........................................................................................................................4
Logging in to Phone Manager..............................................................................................................4
Logging in as an Agent........................................................................................................................5
The User List Window..........................................................................................................................6
Selecting a Different IP Office Control Unit...........................................................................................7
Main Window..............................................................................................................................9
Overview..................................................................................................................................................9
The Call Details Area..............................................................................................................................11
The Call History Panel............................................................................................................................12
Overview............................................................................................................................................12
The In Tab.........................................................................................................................................14
The Out Tab.......................................................................................................................................15
The Missed Tab.................................................................................................................................16
The All Tab ........................................................................................................................................17
The Door Tab.....................................................................................................................................18
Call Handling............................................................................................................................19
Overview................................................................................................................................................19
Answering a Call ....................................................................................................................................20
The Status Tab..................................................................................................................................21
Making a Call.....................................................................................................................................22
Call Back a Missed Call.....................................................................................................................22
Using the Call Window.......................................................................................................................23
Ending a Call .....................................................................................................................................24
Transferring a Call..................................................................................................................................25
Making a Consultation Call ................................................................................................................25
Transferring a Call Unsupervised.......................................................................................................26
Transferring a Caller to Voicemail......................................................................................................27
The Transfer Window.........................................................................................................................27
Reclaiming a Call...............................................................................................................................28
Holding a Call ....................................................................................................................................29
Parking a Call.........................................................................................................................................30
Recording a Call.....................................................................................................................................31
Using the Conference Feature................................................................................................................32
Overview............................................................................................................................................32
Creating a Conference Call................................................................................................................32
The Conference Tab..........................................................................................................................33
Phone Manager and Conferencing Center.........................................................................................33
Account Codes and PIN Restrictions......................................................................................................34
Using Account Codes ........................................................................................................................34
The Account Codes Tab....................................................................................................................35
Creating an Account Code Speed Dial...................................................................................................36
Working with PIN Restrictions ................................................................................................................37
Working with Queues .............................................................................................................................39
The Queue Tab..................................................................................................................................40
Voicemail..................................................................................................................................41
Overview................................................................................................................................................41
Listening to your Messages....................................................................................................................42
The Messages Tab............................................................................................................................43
The Voicemail Tab.............................................................................................................................43
Personal Greetings.................................................................................................................................44
Phone Manager Users Guide
Page iv Phone Manager User Guide 15-600988 Issue 14b (14th June 2006) IP Office 3.2
Overview............................................................................................................................................44
Recording Greetings..........................................................................................................................45
Using Personal Greetings..................................................................................................................47
Assigning a Temporary Greeting........................................................................................................49
Assigning Personal Greetings............................................................................................................50
Entering Transfer Options..................................................................................................................52
Personal Distribution Lists......................................................................................................................53
Overview............................................................................................................................................53
Viewing a Personal Distribution List...................................................................................................53
Editing a Personal Distribution List.....................................................................................................54
Creating a Personal Distribution List..................................................................................................55
Using a Personal Distribution List......................................................................................................57
Deleting a Personal Distribution List...................................................................................................59
Features....................................................................................................................................61
Overview................................................................................................................................................61
Managing Directories..............................................................................................................................62
Overview............................................................................................................................................62
Creating a Personal Directory............................................................................................................62
Adding a Directory Entry....................................................................................................................63
Creating a Directory Entry from an Existing Call ................................................................................64
Editing a Directory Entry....................................................................................................................64
The Script Tab...................................................................................................................................65
Creating and Using Speed Dials.............................................................................................................66
Viewing Speed Dials..........................................................................................................................66
The Speed Dials Tab.........................................................................................................................68
Using a Speed Dial............................................................................................................................69
Create a Speed Dial Group................................................................................................................70
Creating a Speed Dial........................................................................................................................71
Editing a Speed Dial ..........................................................................................................................73
Deleting a Speed Dial........................................................................................................................73
Setting an Absent Message....................................................................................................................74
Getting Help.......................................................................................................................................75
Configuring Phone Manager...................................................................................................77
Changing Phone Manager Settings........................................................................................................77
Overview............................................................................................................................................77
Configuring Agent Mode....................................................................................................................78
Changing the Audio Codec Settings ..................................................................................................79
Changing the Clock Format ...............................................................................................................80
Viewing Phone Manager in Compact Mode.......................................................................................81
Changing the Date Settings...............................................................................................................82
Setting Do Not Disturb.......................................................................................................................83
Activating the Door Release Buttons..................................................................................................84
Setting your Forwarding Options........................................................................................................85
Enabling Instant Messaging...............................................................................................................88
Creating Personal Park Slots.............................................................................................................89
Changing General Phone Manager Settings......................................................................................90
Selecting Queues to Monitor..............................................................................................................92
Changing Short Cut Keys...................................................................................................................93
Configuring Screen Pop.....................................................................................................................94
Selecting Telephone Controls............................................................................................................96
Configuring USB Settings..................................................................................................................97
Configuring the Voicemail Options.....................................................................................................98
Setting your Preferences........................................................................................................................99
Overview............................................................................................................................................99
Turning Voicemail On or Off...............................................................................................................99
Turning Voicemail Ringback On or Off...............................................................................................99
Taking Your Calls at another Extension...........................................................................................100
Table Of Contents
Phone Manager User Guide Page v IP Office 3.2 15-600988 Issue 14b (14th June 2006)
Transfering Back to Forwarded Extension .......................................................................................100
Setting Do Not Disturb (DND)..........................................................................................................101
Setting a Do Not Disturb Exception Number....................................................................................101
Turning Call Waiting On/Off.............................................................................................................102
Turning Off Hook Operation On/Off..................................................................................................102
Selecting the Tabs to Show in Call History.......................................................................................103
Saving your Preferences..................................................................................................................104
Using the Phone Manager Pro Versions...............................................................................................105
Hands Free Operation .....................................................................................................................105
Agent Mode Operation.....................................................................................................................105
PC Softphone Operation..................................................................................................................106
Changing the Look of Phone Manager.................................................................................................107
Using Phone Manager in Compact Mode.........................................................................................107
Loading a Skin.................................................................................................................................109
Default Sizing...................................................................................................................................109
Appendix.................................................................................................................................111
Hints & Tips..........................................................................................................................................111
Tool Bar Icons......................................................................................................................................112
Short Cut Keys.....................................................................................................................................114
Glossary..................................................................................................................................115
Index........................................................................................................................................119
Phone Manager User Guide Page 1 IP Office 3.2 15-600988 Issue 14b (14th June 2006)
Introduction
About this Guide
This guide describes how to receive and make calls using the IP Office Phone Manager application. IP Office Phone Manager is a single application that can be run in three different versions. The versions
available are controlled by licences entered into the IP Office configuration. The version for each user is set through the IP Office configuration. For more information on the features that are available in each version see the Phone Manager Feature Comparison.
The Phone Manager version is shown in the title bar of the program. The version is Phone Manager Lite unless suitable licences are entered on the telephone system.
Phone Manager Lite
No license required.
Phone Manager Pro
A 'Phone Manager Pro' license key is required for each Phone Manager Pro user. If insufficient licences are available Phone Manager operates in Lite mode.
Agent Mode
This mode is a selectable option available to a Phone Manager Pro user. In this mode the Phone Manager user has access to several agent related functions as toolbar icons.
Login Mode (Hot Desking)
This mode is a selectable option available to a Phone Manager Pro user. Starting or stopping Phone Manager logs the user on or off an extension. The extension is specified when starting Phone Manager. While logged on, the Phone Manager extension number overrides the physical extension number.
Phone Manager Pro PC Softphone
Conversations take place through a sound card or USB headset / handset. Both a 'Phone Manager Pro' and a 'Phone Manager Pro IP Audio Enabled' license key are required for each user. If insufficient licences are available Phone Manager operates in Lite mode.
Any reference in the guide that indicates a feature is only available for Phone Manager Pro then the feature is also available for Phone Manager PC Softphone.
Further information about Avaya IP Office is available from www.avaya.com/support and also from www.avaya.com/ipoffice/knowledgebase.
Phone Manager Users Guide
Page 2 Phone Manager User Guide 15-600988 Issue 14b (14th June 2006) IP Office 3.2
What's New
The following features were added to version 3.2.
Drag & Drop
Calls can be transferred using the drag and drop action. For more information, see Transferring a Call Unsupervised.
Voicemail Greetings
You can record 9 personal greetings and select when the greetings are used. A personal greeting can be used as a temporary greeting. For more information, see Using Personal Greetings.
User Rights Template
Some Phone Manager options are only available if set by your system administrator. User rights are controlled in IP Office Manager. For more information, see your system administrator.
Voicemail Messages
Phone Manager lists all your voicemail messages, without you having to connect to voicemail. For more information, see Listening to Messages.
Voicemail Transfer Numbers.
You can configure up to three numbers that a caller can transfer to when they reach your voicemail. For more information, see Entering Transfer Options.
Speed Dial Add User
When creating a new speed dial the user to be associate with the speed dial can be selected from a directory. For more information, see Creating a Speed Dial.
Screen Pop
Configuring Phone Manager to use the screen pop feature has been simplified. For more information, see Configuring Screen Pop.
Forwarding
There are more options on when and where to forward your calls. For more information, see Setting your Forwarding Options.
Screen buttons
The menu buttons Configure and Functions have been replaced with the File, View and Actions menu buttons.
Introduction
Phone Manager User Guide Page 3 IP Office 3.2 15-600988 Issue 14b (14th June 2006)
Phone Manager Feature Comparison
The table highlights the differences when running Phone Manager in each version.
Feature Phone
Manager
Lite
Phone Manager
Pro
Phone Manager PC
Softphone
Make and receive calls through the application Configure telephone preferences Configure keyboard shortcuts Show the Caller ID / Name Create Speed Dials 15 max 1000 max 1000 max Create Busy Lamp fields using speed dials 15 max 1000 max 1000 max Create multiple speed dial tabs to group busy
lamp field icons
10 tabs max.
100 speed dials
per tab.
10 tabs max.
100 speed dials per
tab. View the application in Compact Mode Create a local phone directory
1000 max 1000 max
View the call history log for all and missed messages
View a separate incoming and outgoing call log Collect new voicemail messages Have voicemail box control from the application.
(Intuity and IP Office modes) Create a Personal Distribution List
(Intuity mode only) Assign incoming call scripting Show the length of time spent on a call Door opening control Monitor queues Conference control display Conferencing Center action buttons Screen Pop contacts Simple Outlook contact record creation Agent mode Distinctive ringing (.WAV file) Advice of charge indication
(only supported in Greece and Germany) Post connect dial
(sending DTMF when connected to another party) Requires licence key on PBX to operate Identify a call by giving it a descriptive tag Amend the audio codec Set voicemail transfer numbers Create voicemail greeting messages Apply PIN restrictions Use Account Codes Transfer calls using drag and drop. *View the status of an internal user, for example
online *Send Instant Messages (IM) to an internal user.
* These features are only available when Microsoft Live Communications Server (LCS) is also available.
Phone Manager Users Guide
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Starting Phone Manager
Logging in to Phone Manager
You must login to Phone Manager before you can use the application. The Login window contains details so that Phone Manager can communicate with the telephone system. If you are unable to login, see your system administrator.
To start Phone Manager:
1. Click Start > Programs > IP Office > Phone Manager. The IP Office Phone Manager Login window opens.
2. In the User Name\Extn field, type your extension number or user name. The user name is case sensitive. Alternatively, select the details from the User List window.
Make sure that the Unit Name\IP-Address field contains a valid name or address of an IP Office
unit.
Click User List to open the User List window. For more information, see The User List Window.
3. (Optional) In the Password field, type your password. This is given to you by your system administrator and is case sensitive.
4. (Optional) If you want Phone Manager to automatically log in when started, check Remember Password. The last saved user's configuration will be used to log in to Phone Manager.
5. (Optional) The field Unit Name\IP Address contains the IP Address of the IP Office System. Click Browse to select a different IP Address. For more information, see Selecting a Different IP Office Control Unit.
6. Click OK. The Phone Manager main window opens. For more information, see Main Window Overview.
Note If the OK button is unavailable, there are several possible reasons:
There is an incorrect IP Office IP Address. Click Browse and select the IP Office Control Unit from
the list. For more information, see Selecting a Different IP Office Control Unit.
There is an invalid user name or password. Enter your details again. Remember that both the user
name and password is case sensitive. You can select the user name from the User List window. For more information, see The User List Window.
There might be network problems. For more information, see your system administrator. Your telephone might not be connected to or logged on to the telephone system.
Introduction
Phone Manager User Guide Page 5 IP Office 3.2 15-600988 Issue 14b (14th June 2006)
Logging in as an Agent
If you are working in Agent Mode you might need to login with a different extension number from that of your physical extension. When you close Phone Manager you are logged off and the telephone reverts to its base extension number.
To start Phone Manager when working in Agent Mode:
1. Click Start > Programs > IP Office > Phone Manager. The IP Office Phone Manager Login window opens.
2. In the User Name\Extn field, type your extension number or user name. The user name is case sensitive. Alternatively, select the details from the User List window.
Make sure that the Unit Name\IP-Address field contains a valid name or address of an IP Office
unit.
Click User List to open the User List window. For more information, see The User List Window.
3. (Optional) In the Password field, type your password. This is given to you by your system administrator and is case sensitive.
4. (Optional) The field Unit Name\IP Address contains the IP Address of the IP Office System. Click the Browse button to select another IP Office system. For more information, see Selecting a Different IP Office Control Unit.
5. Click Expand to view the Agent Mode details.
6. If you want to login with a different extension number from that of your physical extension check Login/Logout.
7. Select the base extension number that you want Phone Manager to be associated with.
8. Click OK to open Phone Manager
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Page 6 Phone Manager User Guide 15-600988 Issue 14b (14th June 2006) IP Office 3.2
The User List Window
The User Name\Extn field in the Login window can be completed by selecting the details from a list. To open the User List window:
1. At the Login window click User List. The User List window opens.
2. Start typing the name. Only the matching entries are listed.
3. Click the required entry. The Name and Number fields are completed.
4. Click OK to return to the Login window. The details you selected are entered in the User Name\Extn field.
Introduction
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Selecting a Different IP Office Control Unit
When the Browse button is clicked in the Login window the IP Office Control Units window opens. If there is more than one IP Office system available you can select the control unit to be used.
To select a different IP Office Control Unit:
1. Click the IP Office Control Unit in the listing.
2. Click OK. If the required IP Office system is not listed contact your system administrator.
Phone Manager User Guide Page 9 IP Office 3.2 15-600988 Issue 14b (14th June 2006)
Main Window
Overview
The appearance of the main window depends on the licencing and configuration settings applied. The Title Bar indicates which version of Phone Manager is being used. In the example the version being used is Phone Manager Pro. In each Phone Manager version the basic areas are the same. For more information, see Phone Manager Feature Comparison.
The Phone Manager main screen is divided into the follow areas: Title Bar
The Title Bar contains the Phone Manager version. The name of the user is inside a pair of square brackets. If the title bar only contains the words 'Phone Manager' it is not connected to the IP Office.
Menu Bar At the top of the screen is the main menu bar. Each menu contains commands and actions, some items only accessible when the right conditions occur.
Each menu can be opened by clicking the menu button. You can also open the menu by pressing ALT and the underlined letter for the required menu. For example, press ALT+A to open the Actions menu.
The options available in each menu are:
File
From the File menu you can save or load a personal profile, login as a different user, configure your directory or exit Phone Manager.
View
Select to run Phone Manager in full or compact mode. Also select the display language and whether to show or hide the tool bar. The Phone Manager skin can be changed from this menu and access to the preferences.
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The Actions menu contains actions for call handling. Those that are unavailable can not be used in the current call situation. Keyboard shortcuts for the functions are also shown.
Help
Access the help system and details about Avaya IP Office Phone Manager. For more information, see Getting Help.
Tool Bar The icons on the tool bar provide short cuts for options that are frequently used. For more information, see Tool Bar Icons in the Appendix.
Call Details The Call Details area shows the current state of all active calls. For more information, see The Call Details Area.
Call History A variety of information is shown in the Call History area. It is divided into different tabs. The tabs that are available depend on the configuration of your Phone Manager. For more information, see Call History.
Park Slots There are four slots available for parking calls. You might need to temporarily "park" a call to handle some other task, for example, receive a new call or deal with an interruption.
For more information, see Parking a Call.
Main Window
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The Call Details Area
The Call Details pane contains details about the current state of all active calls.
The details shown are: Call Status Icon
The icons in the Call Status area indicate the status of a call at your extension. The Call Status display might not always match the display on the telephone.
Your telephone is off hook. The call that you are currently connected to.
The call is on hold.
The number you are trying to ring is engaged.
Indicates an incoming call to your extension.
Number Either the incoming telephone number or the telephone number being called is shown. In the example the external telephone number is shown. If the call is an internal call just the extension number is shown.
From This column shows the name that is associated with the number in the directory on the main system or your local directory. The local directory is only available in Phone Manager Pro.
To This column shows the name that is associated with the called number in the directory on the main system or your local directory. The Local Directory is only available in Phone Manager Pro.
Tag Text that was entered to identify the call.
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The Call History Panel
Overview
The Call History area of the Phone Manager can show a variety of information. You can configure what is shown by changing your preferences. For more information, see Changing General Phone Manager Settings.
The Call History tabs that are available to all Phone Manager versions are:
Missed - Lists unanswered calls to your extension. For more information, see The Missed Tab. All - List of all incoming, outgoing and missed calls. For more information, see The All Tab. Messages - Displays the number of new messages in your voicemail box. For more information, see
The Messages Tab.
Speed Dials - To store and create speed dial icons. For more information, see The Speed Dials
Tab.
Conference - Lists the members of a conference. For more information, see The Conference Tab.
For Phone Manager Pro, the following tabs also appear in the Call History pane:
In - Lists all calls received at your extension. For more information, see The In Tab. Out - Lists all calls made from your extension. For more information, see The Out Tab. Status - The tab appears when a call is in progress or you are in Busy Wrap Up/Busy Not available.
For more information, see The Status Tab.
Voicemail - During a call to your voicemail box, a tab shows all your messages. For more
information, see The Voicemail Tab.
Queue - Used to monitor hunt group queues. For more information, see The Queue Tab. Door - Used to activate a door release. For more information, see The Door Tab. Script - Displays the text configured in the script file field in a directory entry. For more information,
see The Script Tab.
Account Codes - Displays icons for calls with accounts codes. For more information, see The
Account Codes Tab.
Main Window
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The In, Out, Missed and All tabs contain information about calls. The following options are available when you right-click a call:
Call Number Back - Call the selected number. If the outbound prefix, for example 9, is not shown contact your system administrator.
Add to Directory - Automatically create a directory entry from the call information. For more information, see Managing Directory Entries Overview.
Add to Speed Dial - Automatically create a speed dial from the call information. For more information, see Viewing Speed Dials.
Add to Outlook - Automatically add the call information to the Outlook contacts folder. The 'Add to Outlook' option requires Microsoft Outlook to be installed on your computer and the correct configuration of MAPI. For more information, see your system administrator.
Copy - The 'Number' from the selected call is copied in to the clipboard. Delete Entry - The currently selected call is deleted from the call history. Clear - All the call information listed in the current tab is cleared. Clear All tabs - All the call information listed in the In, Out, Missed and All tabs is cleared.
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The In Tab
Only available in Phone Manager Pro versions. If the In tab is not visible and you are using Phone Manager Pro, you need to select to show incoming
calls. For more information, see Changing General Phone Manager Options. The In tab lists the calls received at your extension. A maximum of a 100 calls can be listed. When the
maximum capacity is reached the oldest record is deleted when a new record is added. Right-click a call to view a list of options. For more information, see Call History Panel Overview. Double-click a call to return a call. The details that are shown in the In tab are:
FIELD DESCRIPTION Call Status
Icon
The icon shows the type of call.
Number
The incoming telephone number. If the call was an internal call the extension number is listed.
From
The name that is associated with the number in the directory in the main system or your local directory.
To
The name that is associated with the called number in the directory on the main system or your local directory.
Tag
Text that was entered to identify the call. Any calls that you annotate have the text recorded in this area.
Date & Time
The date and time that the call happened.
Ring Time
The length of time that the call rang.
Hold Time
The length of time that the call was on hold.
Call Duration
The total length of time that the call lasted.
Main Window
Phone Manager User Guide Page 15 IP Office 3.2 15-600988 Issue 14b (14th June 2006)
The Out Tab
Only available in Phone Manager Pro versions. If the Out tab is not visible and you are using Phone Manager Pro, you need to select to show outgoing
calls. For more information, see Changing General Phone Manager Options. The Out tab lists all the calls made from your extension. This might be a call manually dialed using the
handset or dialed using Phone Manager. The Out tab lists a maximum of 100 calls. When the maximum capacity is reached the oldest record is deleted when a new record is added.
Right-click a call to view a list of options. For more information, see Call History Panel Overview. Double-click a call to re-dial the number. The details that are shown in the Out tab are:
FIELD DESCRIPTION Call Status Icon
The icon shows the type of call.
Number
The telephone number that was dialed. If the call was an internal call the extension number is listed.
From
The name that is associated with the number in the directory in the main system or your local directory.
To
The name that is associated with the called number in the directory on the main system or your local directory.
Tag
Text that was entered to identify the call. Any calls that you annotate have the text recorded in this area.
Date & Time
The date and time that the call happened.
Hold Time
The length of time that the call was on hold.
Call Duration
The total length of time that the call lasted.
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The Missed Tab
The Missed tab is available to all versions of Phone Manager. If the tab is not visible you need to select to show missed calls. For more information, see Changing General Phone Manager Options.
The Missed tab lists the unanswered incoming calls to your extension. A maximum of 100 calls are listed. When the maximum capacity is reached the oldest record is deleted when a new record is added.
Right-click a call to view a list of options. For more information, see Call History Panel Overview. Double-click a call to make return a missed call. The details that are shown in the Missed tab are:
FIELD DESCRIPTION Call Status
Icon
The icon shows the type of call.
Number
The incoming telephone number. If the call was an internal call the extension number is listed.
From
The name that is associated with the number in the directory on the main system or your local directory.
To
The name that is associated with the called number in the directory on the main system or your local directory.
Tag
Text that was entered to identify the call. Any calls that you annotate have the text recorded in this area.
Date & Time
The date and time that the call happened.
Main Window
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The All Tab
The All tab is available to all versions of Phone Manager. If the tab is not visible you need to select to show your calls. For more information, see Changing General Phone Manager Options.
The All tab gives a list of all incoming, outgoing and missed calls at your extension. The tab lists information on a maximum of 100 calls. When the maximum capacity is reached the oldest record is deleted when a new record is added. If you are using Phone Manager Pro, the In and Out tabs might contain details about calls that were deleted from the All tab.
Right-click a call to view a list of options. For more information, see Call History Panel Overview. Double-click a call to make a call to the telephone number listed. The details that are shown in the All tab are:
FIELD DESCRIPTION Call Status Icon
The icon shows the type of call.
Number
Either the incoming telephone number or the telephone number that was called. If the call was an internal call the extension number is listed.
From
The name that is associated with the number in the directory in the main system or your local directory.
To
The name that is associated with the called number in the directory on the main system or your local directory.
Tag
Text that was entered to identify the call. Any calls that you annotate have the text recorded in this area.
Date & Time
The date and time that the call happened.
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The Door Tab
Only available in Phone Manager Pro versions. If the Door tab is available in the Call History area you can 'unlock' a door by clicking the relevant door
button. The relay is pulsed open for 5 seconds. The door buttons are only available when they have been configured. For more information, see Activating the Door Release Buttons.
Phone Manager User Guide Page 19 IP Office 3.2 15-600988 Issue 14b (14th June 2006)
Call Handling
Overview
You can use Phone Manager to handle incoming and outgoing telephone calls. This section of the guide explains the way telephone calls can be handled.
The call handling areas covered are:
How to know that there is an incoming call to be answered and what can happen in Phone Manager
when you answer a call. For more information, see Answering a Call.
How to use the available telephone directories or return a missed call. For more information, see
Making a Call.
How to transfer a caller to another person or to voicemail. For more information, see Making a
Consultation Call and Transferring a Caller to Voicemail.
How to put a call on hold and how to pick up a call was being held. For more information, see
Holding a Call.
How to park a call and mark the park slot with details of the call. For more information, see Parking a
Call.
How to record a telephone conversation. For more information, see Recording a Call. How to create a call between more than 2 people. For more information, see Creating a Conference
Call.
How to make calls with account codes or PIN restrictions. For more information, see Using Account
Codes and Working with PIN Restrictions.
How to see the number of calls that are held in a queue and answer a queued call. For more
information see Working with Queues.
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Answering a Call
You are notified that there is an incoming call to be answered by:
Phone Manager Pro pops to the front of your screen. There is a ringing sound from your PC speakers. The Phone Manager Pro Task Bar Icon is flashing. Your telephone is ringing.
There are several ways to answer the call.
To answer a call:
Pick up the handset on your telephone.
The following ways to answer a call are only available if Phone Manager is configured for Off Hook Operation. For more information, see Selecting Telephone Controls.
Click . The button is labelled 'Answer Incoming \ Waiting Call'. Press Enter on your keyboard. Click Actions > Answer.
When a call is answered the call is shown in the Call Details panel. The call status is shown as .
During a call the Status tab might show. For more information, see The Status Tab. When you are on a call you are notified that there is a call waiting if the Call Waiting option is active. For
more information, see Selecting Telephone Controls. To answer a waiting call:
1. To answer the waiting call click . You are connected to the new caller. The original caller is put on hold.
2. When you have finished the call click .
3. Your original call is still being held. To return to the original call click the call in the Call Details area.
Call Handling
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The Status Tab
Only available in Phone Manager Pro versions. The Status tab appears when you are on a call. It contains a call timer. When an incoming call has a
script file configured the Script tab shows for the first 15 seconds after connection. If working in Agent Mode, the Status tab also appears when you go into Busy Wrap Up or Busy Not Available state.
Note
If the Status tab does not come to the front when a call is answered, the Phone Manager settings
need to be changed. For more information, see Changing General Phone Manager Options.
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Making a Call
You can make a call from the associated physical telephone. When you use Phone Manager to make a call, there are several methods.
To make a call using Phone Manager:
Dial the number required using the phone dialer section in the Speed Dial tab. For more information,
see The Speed Dials Tab.
Pick up the handset and then double-click a speed dial icon. For more information, see Using a
Speed Dial.
Click and use the Call window. For more information, see Using the Call Window. Press F1 and use the Call window. For more information, see Using the Call Window. Click Actions > Call and use the Call window. For more information, see Using the Call Window.
Notes
1. If a call to an internal user is not answered within the No Answer Time, and the user has Voicemail enabled, you are prompted to leave a message. When you have finished the call, the call information is listed in Call History under the Out tab. Double-click the call information to redial the number.
2. If you are dialling a busy extension from your handset and your call does not go through to Voicemail the Ringback icon is available. Click to set Ringback When Free.
3. Do not use spaces when typing the telephone number. For example, type 123456 not 123 456.
Call Back a Missed Call
If a call is not answered within the No Answer Time, the incoming call is shown in Call History under the Missed tab. For more information, see The Missed Tab.
To callback a missed call:
1. Click the Missed tab.
2. Double-click the call to return the call. If the outbound prefix is not shown contact your system administrator.
If the caller has left a voicemail message, the Messages tab in the Call History pane indicates you have a new message. For more information, see Listening to your Messages.
Call Handling
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Using the Call Window
When you click , press F1 or click Actions > Call, the Call window opens.
To use the Call screen:
1. Select the directory you want to search. You can select more than one directory. The directories are a list of names and numbers configured on the IP Office. If you are using Phone Manager Pro the directories contain the names and numbers configured in your own personal directory.
2. Start typing the name in the Name field. The entries that match the text entered are shown. When the required number can be seen in the listing, click the number once. The number is transferred to the Number field.
3. (Optional) Type a Tag message. Text entered in the Tag Field is added to the outgoing call. The Tag feature is only available for internal calls and is not supported for VoIP extensions.
4. (Optional) Verify that the internal number is available. The Busy icon shows if an internal number is unavailable. If an internal number is unavailable select either:
Cancel
The Call screen is closed and you are returned to the main window.
Ringback
The Ringback button sets Ring Back When Free on the destination extension. When the destination becomes free your telephone will be called back. If the Ringback call is answered a new call is automatically placed on the destination extension. If the Ringback is not answered the call is cancelled.
Voicemail
The Voicemail button calls the voicemail of the user rather than calling the user direct.
5. If the number is available, click Call. The telephone number entered is called.
Note
The Tag feature is only available for internal calls and is not supported for VoIP extensions.
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Ending a Call
When you have finished your conversation or left a Voicemail message you need to end the call. There are several ways to end a call.
To end a call:
Click . Replace the handset. Press End on your keyboard.
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