Toshiba IP5631-SDL, User Manual

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

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

Page 3: ...airs 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 ...

Page 4: ... 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 cases from ...

Page 5: ...17 Dial Pad and Button Beeps 17 Speakerphone Microphone Sensitivity Adjustment 17 Telephone Terminology 18 Making a Call 19 Handset 19 Spkr Button 19 Hot Dialing 19 Dial Directory 19 Answering a Call 21 Handset 21 Speaker 21 Shift Button 21 Handsfree Answerback 21 On a Call 22 Switching Between Handset and Speakerphone 22 Microphone Mic Mute Button 22 Hold 22 Message Waiting 23 Responding to a Lit...

Page 6: ...n Logout 48 Chapter 4 Messaging Features Access your Mailbox by Phone 49 Set up Your Mailbox for the First Time 49 Check New Messages 50 Review saved messages 50 Envelope Information 50 Volume Speed Control 51 Reply to a Message 51 Call Back Directly 51 Redirect a Message 52 Erase Delete and Retrieve a Deleted Message 53 Delete a Message 53 Retrieve a Deleted Message 53 Number of Messages 53 Send ...

Page 7: ... List 60 Personal Options 61 Message Notification 61 To Activate or Deactivate Message Notification 61 Set a Wake up Call 62 Change your Mailbox Password 62 Personal Assistant 63 Follow me 63 Setting up Follow me 64 Accepting or rejecting calls at a call out 64 Transfering to an Operator or another Extension 64 Setting up Call Screening 65 Setting up Do not Disturb 65 Setting up a Personal Schedul...

Page 8: ...LCD Background and Text Colors 101 Insert your Logo into the Skin 102 Changing Call Windows Appearance 102 Email skins 102 Tab Settings 103 Add Tab 103 Update Tab 103 Delete Tab 104 Revert 104 Chapter 10 Buttons Programmable Buttons 105 User Programmable Keys 106 To Initialize Key 106 To Swap Keys 106 To Copy This Key 106 To Change Key 107 Chapter 11 Actions Creating Actions 115 Attach Account Cod...

Page 9: ... Dialing from within Outlook 147 Incoming Calls 147 Integrating with Outlook Calendar 148 Create Actions to set and clear the DSS Message 148 Create Personal Call Handler Rules 150 The Final PCH Rules 150 Chapter 14 Using Companion Applications Contacts 151 Sorting Entries 151 Searching Entries 151 Directory 152 Personal Speed Dial Directory 153 Presence Viewer 153 History 155 Chat 160 Chat Operat...

Page 10: ...5 Enterprise Manager Personal Administration Prerequisites 193 Log In 194 To change your Security Code Password 194 Log Out 194 Home 195 Keystrip Labels 196 DND Activating 197 One Touch Buttons 197 Changing a One Touch Button 197 To Use a One Touch Button 198 Ring Tones 199 Settings 200 Call Forward 201 CF Internal and Line Calls 201 CF Direct Line Calls 201 To set up Station Call Forward 201 Spee...

Page 11: ...fications Changing mailbox passwords Personal Assistant Follow me etc Chapter 7 Call Manager Basics covers the basics of using Call Manager Chapter 8 Using Call Manager Features contains user instructions for call handling features for personal calls in Call Manager Chapter 9 Preferences covers the Preferences options in Call Manager Chapter 10 Buttons discusses the various buttons and options ava...

Page 12: ... or information Extension Number Press to answer a call to the Extension Number Each station can have multiple extension buttons Incoming calls ring the extension button s from the top down For example station 10 s extensions ring 10 1 first then 10 2 10 3 and 10 4 A station is considered busy when all extensions are being used Arial bold Represents telephone buttons Courier Shows a computer keybo...

Page 13: ...s 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 IP5131 SDL and IP5631 SDL telephones are available with LCD backlight However the IP5531 SDL telephones do not have the backlight To change the backlight settings refer to Chapter Feature Operations The IP5000 series telephone up...

Page 14: ...ttons varies per telephone model Legend Fixed Buttons The fixed buttons on the dial pad help perform standard functions quickly and easily A B C E F G H I J K 20 Programmable Feature Buttons 4 Line LCD Telephone D A Status LED message and ringing B LCD Display C Softkeys D Programmable Feature Buttons E Message Waiting LED Button F Microphone LED Button G Speaker LED Button H Volume Button I Hold ...

Page 15: ...3 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 ...

Page 16: ... Round button on the IP5131 telephone is a navigation key used for moving the cursor on html pages and in the programming screens Center of the button is the select function The arrows are used to scroll up down left or right Spdial Press Spdial and enter 3 digit Speed dial access code Speed dial access codes must be setup before they can be accessed Redial Press Redial to dial the last telephone ...

Page 17: ...here is more data to display Press NEXT to advance through the information Lines 4 8 will indicate Programmable Feature Button labels Line 9 will display the Soft Keys See Soft Keys on page 14 Browser Note This feature applies to the IP5131 SDL telephone Toshiba s IP5131 SDL with it s large display screen also supports an HTML browser to allow navigation on the World Wide Web or a company s intran...

Page 18: ...e to the next webpage All IP5131 SDL telephones come with the browser enabled In order to access the browser press the blue button on the bottom right hand side of the phone this allows you to switch between your call processing screen and the browser window Soft Keys Softkeys SK1 SK4 refer to the four buttons directly below the LCD screen shown above Soft Keys dynamically change their functions a...

Page 19: ...background music 1 Press Spkr 2 Press an extension button you hear dial tone 3 Press the Vol to increase volume and Vol to decrease volume This volume setting applies to all calls until changed To adjust Ring Tone Hands free Answerback and Speaker Off hook Call Announce Make sure the telephone is idle and the handset is on hook Press the Vol to increase volume and Vol to decrease volume This adjus...

Page 20: ...e settings Note Holding the softkey does not continue to change the setting The softkey must be pressed for each step of contrast change Brightness Control Available on backlit telephones with 4 line LCD s and backlit add on module To change the LCD back light brightness 1 Press Hold 3 6 9 simultaneously 2 Press Bright softkey to increase brightness 3 Press Dim softkey to decrease brightness 4 Lif...

Page 21: ... 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 happe...

Page 22: ...play 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 23: ...igits 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 Busy Ton...

Page 24: ...rward 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 ONE TOUCH NEXT DND Ext 4227 ONE TOUCH ONE TOU...

Page 25: ...r 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 th...

Page 26: ...phone 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 ...

Page 27: ...dications 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 ...

Page 28: ...tside line If using Pooled Line Grp the hold indication is only at the station that places the call on hold 4 pulses second for 1 8 second On Off 1 2 second On Off Hold Consultation during consultation transfer to another station 10 pulses second steady Hold Exclusive outside line 10 pulses second steady Hold Recall when held call recalls your idle station 1 second at 2 pulses second 1 second at 1...

Page 29: ...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 30: ...e first account code digit After the account code is entered the time indicator is restored to the LCD 3 If your station is set for Verified Account Codes you hear a confirmation tone when the code is valid If the code is invalid you hear two short tones 4 Enter 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 d...

Page 31: ...inistration EMPA Set Advisory Message 1 Go off hook or press your extension button to hear the dial tone 2 Press 411 3 Enter Message number see table above 4 Enter additional digits if required 5 Go on hook or press Spkr to release the line Clear Registered Message 1 Go off hook or press your extension button to hear the dial tone 2 Press 412 3 Go on hook or press Spkr to release the line Display ...

Page 32: ...alled station or outside line becomes idle your telephone rings and you will see a fast flashing LED If you called a busy station the extension LED flashes green incoming call and the called number displays If you called a busy outside line the extension LED flashes green incoming call rate The seized line s number displays 4 Answer within about three rings can be programmed to ring up to three mi...

Page 33: ...rd enables you to assign Call Forward destinations for each extension on your telephone to override the telephone s System Call Forward settings Each extension can be independently set up to Station Call Forward to a unique destination You can set a Programmable Feature Button to perform any Call Forward function using Enterprise Manager Personal Administrator EMPA User Administration tool Call Fo...

Page 34: ...all Forward feature Notice that each category of Call Forward has a different code for canceling Station Call Forward Procedures You can register a Call Forward function by entering the button sequence as described or by programming a Programmable Feature Button to perform the sequence To use the Call Forward button sequence Follow the instructions in Call Forward Examples on page 31 Some features...

Page 35: ...ide Line Access Code 1 949 5553000 1 Area Code Telephone Number Must press after entering an outside destination number 08 Ring time in seconds before Call Forwards Call History Incoming calls with Caller ID or ANI information can be optionally recorded into a rolling list for the station where the call is ringing The call is placed in the list along with the number name if provided time and date ...

Page 36: ...an available orbit number which displays on your LCD Park a Call 1 While on a call press Park in Orbit or press Cnf Trn 33 The LED flashes green consultation hold If you were on an extension during the call and you have line button on your telephone the line LED will flash until the call is picked up depending on programming 2 Specify the Park Orbit using one of the following Press and the system ...

Page 37: ...he Primary extension number is the directory number by which the telephone set is defined Other non primary extension numbers may also appear on the telephone By convention the Primary extension number is assigned to the first button on the bottom left hand side of a multi button telephone If more than one call is on hold the call on the telephone s lowest button number is picked up Ringing calls ...

Page 38: ...er Using The Cnf trn Button 1 While on a call press Cnf Trn Your Line LED flashes green and you hear an internal dial tone 2 Dial the extension where the call will be transferred You can remain on the line and announce the call or hang up to complete a blind transfer Note If the privacy option has been disabled then if you use a Line button when you transfer the call the LED will flash red until t...

Page 39: ...on your telephone The call information is placed in the list along with the number name if provided time and date of the call and status of the call answered abandoned or redirected You can access this list from an LCD telephone with a flexible Caller ID button Caller Information The caller s number and name can be displayed on the IPT or attendant console s LCD The caller information is stored in...

Page 40: ...1 and 2 above to add the line where you want to transfer conference control See previous Note 2 Announce the call and hang up to transfer it This station now becomes the conference Master with the ability to add or delete parties Hold a Conference Call If you are the Conference Master press the Hold button once or twice for Executive Hold to place the conference call on hold The other parties can ...

Page 41: ...th Soft Keys if you have a LCD phone or with a Split button programmed on one of your Programmable Feature Buttons Important You must be a conference master to perform the Add Split and Drop features The conference master is the person that initiates the conference call If that person drops from the conference the first person added to the conference becomes the conference master Add an Incoming c...

Page 42: ...arance and Do Not Disturb or 6091 hear Success Tone The LED lights steady red and DND mode is activated for that extension on your telephone Deactivate DND Press Do Not Disturb or 6092 hear Success Tone The LED light goes out and DND mode is de activated Setting DND for Another Extension To activate DND for another extension Enter 6191 hear Entry Tone the Primary extension of the remote extension ...

Page 43: ...s that someone has called your extension and wants you to call them back An extension can receive up to three Message Waiting indications one additional indicator will always be reserved for the voice mail system Note If there are Phantom DNs PhDNs programmed on an extension each PhDN can receive up to three message waiting indicators Responding to a Lit Msg LED 1 Press the Red flashing Msg button...

Page 44: ...o release your telephone Microphone Cut Off This feature prevents callers from monitoring the sounds near your telephone when your telephone receives a Handsfree Call or cuts off the telephone microphone while on a speakerphone call When the feature is ON the Microphn Cut off LED lights steady red and the Mic and Spkr LEDs do not light when your telephone is called When the feature is OFF the Micr...

Page 45: ... to the first caller through your handset and the second caller through the microphone 2 To turn off your microphone speaker to the second party you can press Mic or Microphn Cut off the Mic LED turns Off You will no longer be talking to the second caller although the caller can still speak through your speaker 3 Press Mic or Microphn Cut off again to reconnect to the second caller You can toggle ...

Page 46: ...D mode to indicate that a call is coming in Your telephone may be programmed to block DND Override from other telephones Your station s LCD shows that the station you have called is in the DND mode OCA is possible to DND stations from stations that are programmed for DND Override To use DND Override After reaching a station in DND mode press 2 A tone signal is heard at the DND station indicating a...

Page 47: ... You hear a dial tone 4 Dial a telephone number Note For security reasons the override codes are only available on a selected basis See your System Administrator Privacy Override This feature enables you to enter an established call on a line you share with another telephone Up to two station users can enter an existing Central Office CO line to station call i e up to three stations can be connect...

Page 48: ...earances of extensions Phantom extensions outside Lines and outside Line Group buttons The application of Privacy to individual telephones is controlled in system programming By default the system is private If you are in a conversation another telephone with an appearance of the line on which you are talking cannot intrude unless that telephone has been programmed for Privacy Override In that eve...

Page 49: ...ck of up to 100 personal SD numbers 10 per telephone You have exclusive use of them and you can create and change them from 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 telepho...

Page 50: ... 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 programming 3 Enter...

Page 51: ...automatically starts in a hands free mode and allows both parties to speak with each other Note The calling party has control over whether Tone First or Voice First Signaling is being used The ability to switch between the two is setup by the System Administrator To change the signalling method while placing the call 1 Enter the extension number 2 Press 1 to turn on Tone First Signaling 3 Press 2 ...

Page 52: ... the call cannot be answered within the preconfigured time the call is routed to an overflow destination If no overflow destination is programmed the call will remain in queue Login Logout Login and Logout is controlled by the Login key assigned to the agent phone The Log status is displayed on the Login key as shown below Login Key is On Steady Logout Key is Off The Login Logout feature is applie...

Page 53: ...ult 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 ...

Page 54: ...ur 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 th...

Page 55: ...shed 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 Deliver...

Page 56: ...stening to a message or after the message has finished playing 2 The system will prompt you to enter the mailbox to which you wish to forward the message You can also use a private or public group distribution list at this time 3 After you have made your selection press 1 to confirm or 2 to change 4 Press 1 to send without a comment or 2 to attach a comment to the beginning of the message You can ...

Page 57: ...3 Note Erasing a message permanently deletes your message from the system and you will no longer be able to recover it Number of Messages To check how many messages you haves The system can tell you how many new and saved voicemail messages you have If you have fax and email capabilities the system will also inform you how many fax and email messages you have From the Subscriber s menu press 1 4 t...

Page 58: ...fore the message plays 1 Call the voice messaging system then press 2 from the subscriber s menu to record a message Press any key when you are done recording 2 Press 0 3 1 to mark your message as confidential 3 The system will then ask you to address your message When sending a message as confidential the system will also provide you with the option to send the message with return receipt and or ...

Page 59: ...Address your message To Request Notification of Non receipt You can request that the system notify you if a message you send to a subscriber is not heard A notification will be delivered to your inbox if the message is not listened to by a date and time that you designate 1 Call the voice messaging system and press 2 from the subscriber s menu to record a message Press any key when you are done re...

Page 60: ...hout having to enter in individual mailbox numbers For example if you are a manager you may wish to set up a distribution list that includes your team members You can set up private personal group lists while a system manager will set up global public group lists 1 From the subscriber s menu press 2 to record a message Press any key when you are done recording and press 1 to continue 2 Press to se...

Page 61: ...gs Each mailbox can have up to nine custom greetings Custom greetings can be used for special advisements to callers for which you don t want to rerecord your default greeting or use an extended absence greeting For example you may use a custom greeting to advise callers that you are not in the office due to weather conditions or to give callers other special instructions Manage your Default Greet...

Page 62: ...s 1 Call the voice messaging system and select 3 2 5 from the subscriber s menu to access your Custom Greetings 2 Press 1 9 to select the Custom Greeting you wish to manage 3 To listen to the greeting you have recorded press 2 to record the greeting press 3 Change your Recorded Name When you access your mailbox for the first time you will be asked to record your name This will identify your mailbo...

Page 63: ...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 64: ...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 voice messaging system and record a new message o...

Page 65: ...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 notification is set up through a separate notification Line Depending on your organization you may have access to set up message notification directly or your system administrator may need to set up message notification fo...

Page 66: ... at your scheduled time Press 3 and the system will inform you if there is already a call out number saved this allows you to reuse a number without having to enter it every time you set up a wake up call To change the call out number press 1 8 Enter the phone number followed by 9 The system will confirm the number Change your Mailbox Password Your mailbox password is initially set when you access...

Page 67: ...mail 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 conversation once the call is accepted Conference in the...

Page 68: ...ccepting or rejecting the call 1 Once the Follow me has been set up and a call is redirected to your call out number and you answer the phone you will hear a message that indicates you are receiving a transferred call from the voicemail system 2 Press to accept the call or to reject the call and send it to voicemail Transfering to an Operator or another Extension If available in your organization ...

Page 69: ...lers to press digits on the keypad during your message to be transferred to a personal assistant or other extension phone number skip the greeting replay the greeting or page you For example when on a business trip you want your cell phone and a colleague s office phone to ring when a call comes into your extension If voice mail picks up you want an alternate greeting played that tells callers you...

Page 70: ...email inbox Each time you receive a voicemail an email will be sent to your inbox with an attachment that includes a recording of the voicemail You can open this attachment with any audio player installed on your computer to listen to the recording or on your telephone as shown below Click the Link to message to play your message using the telephone The following options display Click on the appro...

Page 71: ...e the software for Demonstration purposes only for a limited period of time Call Manager Advanced version is included for all VIPedge users and provides enhanced functionality including full Unified Communications UC Call Manager provides the following major functions It allows you to place answer handle view and manage phone calls using your computer screen keyboard and mouse Using the VoIP Audio...

Page 72: ... 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 73: ...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 74: ...rs you dialed Select a number from the drop down and press Enter or click Dial to redial that number You can even Copy Paste phone numbers from other programs into this window to dial You may also include letters in the dial number Call Manager automatically converts the letters to the matching numbers on the telephone keypad i e 1 800 IFLYSWA Volume Controls These buttons control the volume when ...

Page 75: ...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 76: ...o 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 can be chosen by the user from the Docking Tab in Call Manager Preferences Call Manager Main Menu To re...

Page 77: ... 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 na...

Page 78: ...y or 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 t...

Page 79: ...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 81: ...r of ways to place calls including open architecture links to other programs or contact managers which can also be used to dial calls The following are some of the typical ways to place a call using Call Manager Most of these functions are found on the Call Manager Home tab Manual On screen Dialing 1 Click within the dial number box and enter the number from the keyboard shown below 2 Press Enter ...

Page 82: ...meone that called you 3 Right click on the line with the person to call and select Call Now or double click on the line with the person to call Using Speed Dial User Button Click on a User Programmable button that has been programmed as a Speed Dial button The call will proceed immediately Answering Calls Typically the longest ringing calls are answered first but calls can be answered in any order...

Page 83: ...the 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 Windo...

Page 84: ... 1 Click the FWD Off button 2 Choose a Forwarding type from the pull down listing shown below 3 Enter a Destination for the forwarded calls 4 Click Save to compete the setting To Clear Call Forwarding 1 Click the button 2 Choose None from the pull down listing 3 Click Save to remove the previous setting ...

Page 85: ... Status Message window The following screen displays 2 Change the selection to Status Msg Only On 3 Use the pull down listing and select a Status Message 4 When needed enter additional information on the Custom 2nd Line 5 Click the Save button when done 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 remove the Status ...

Page 86: ...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 place the cursor into the box to be changed an...

Page 87: ...ilable 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 se...

Page 88: ...his option to keep Call Manager on top of all other programs This makes it easily accessible Low Profile Enabling this option makes the Call Manager very thin in the Streamlined Mode by eliminating the Option Buttons on the bottom of the screen Mobile User some users travel with a laptop PC from desktop to desktop each time using the Call Manager with a different PBX extension This Mobile User opt...

Page 89: ... for incoming call and other notifications Extra Info Screen Each call may have additional information attached to the call that may be useful The Configuration button in the window accesses the screen for enabling this feature as well as choosing the extra information items to be displayed along with their properties shown below With the Extra Info Feature enabled this symbol appears with each ca...

Page 90: ...ned to use trigger user defined Action The Action Name must match exactly the name of the Action defined in User Defined Actions Dynamic Info Fields Allows the choice of when these fields will show provides a large set of fields which are automatically filled in based upon the call information Dynamic fields are fields set by another application and are not pre defined in MS Outlook Integration Ca...

Page 91: ...s phone number a New contact in Outlook will automatically pop up Automatically Open a JOURNAL for each Call Using Outlook Journal entry makes it convenient to keep track of phone calls made or received and to takes notes while on a call By enabling this option a New Journal entry will be popped open whenever you make a call Also if the phone number exactly matches an Outlook Contact then this new...

Page 92: ...trator has set up the Server based Dial Plan this is the best choice and will save you a lot of time Local Dialing Plan Trunk Access Code This must be set to the access code you need to dial to get an outside line or trunk Making outside calls using Speed Dial keys or dialing from another program a Trunk Access Code will automatically be dialed to access a trunk before dialing the phone number Voi...

Page 93: ...n 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 Diale...

Page 94: ...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 95: ...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 96: ...mple 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 97: ...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 98: ... 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 99: ...i SPI Info screen Login name Enter your Login name If a new installation a client will automatically be created in Net Server for this name Many times the administrator will have defined your client Login name see your administrator for the name to use Password Enter an optional password for protecting the connection when needed Extension Enter the extension number of the phone this Call Manager i...

Page 100: ...d the changing of any options for reporting a problem Site Name Before using the Uplink Debug Files button a site name and contact must to be selected The site name is a unique identifier to make it easier to find the log files for your site and typically the contact should be assigned Any Tech Support to ensure the log files are seen by someone Use a specific contact name once you are working wit...

Page 101: ...opup 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 a...

Page 102: ...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 103: ... 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 log...

Page 104: ...pplication 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 dr...

Page 105: ...ome 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 that appear on the bottom...

Page 106: ...he Title Bar option to change Title Bar logo Browse to select your graphic file in the dialog box Click on Application Menu option to change application menu logo Browse to select your graphic file in the dialog box Set the Call Window Colors and Font Changing Call Windows Appearance Right click on any call window area to show menu options Change background color Change text color Change font Rese...

Page 107: ...The 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 108: ...ith the Add button Also not all information is lost For example deleting the history tab will not clear the history log Deleting a buttons tab will not re initialize all the buttons the next time a buttons tab is added The same is true of the dialer your planned calls are will still be there when you re add the application though they will not fire unless the application is running The only except...

Page 109: ...all Handler button and then the Buttons tab 2 There are nine preloaded buttons at the center of the Call Manager screen shown below 3 Only the More Buttons companion application tabs have more buttons These buttons can also be undocked using the dock undock button on the left You can create tabs of more buttons There are 8 banks with a total of up to 64 buttons each Each Buttons application can be...

Page 110: ...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 right click on a button then select the Swap Keys option then click on another button Notice that the button has now been swapped To do this hold the Control key down while using the left mouse button to drag a key to another location Or select Swap K...

Page 111: ... this procedure Note Some users may not have permission to change buttons and keys Sample Displays the appearance of the following selections Key Label Type a label for the key Back Color Choose the color of the key Text Color Choose the text color to use for the key label Default Colors Pressing this button will reset the colors of the key and text to the default for the skin used Action Choose a...

Page 112: ...h 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 i e 4969040 x1008 2 dial...

Page 113: ...dow Some of the features listed are dependant upon Call Manager System Administration 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 Modify Call Fiel...

Page 114: ...st 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 11 Actions for more information on editing actions Click to view the actions list to add e...

Page 115: ...isturb To create DSS keys 1 Set action to DSS extension key 2 Click the magnifying glass 3 Select the contact from your directory 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 ...

Page 116: ...llowing dialog box displays Soft Phone key When the built in VoIP soft hone is used the following keys can be assigned to a button When the button is pressed it works as if the key on the 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 ass...

Page 117: ...ailable Creating Keys using Drag Drop Program unused keys by simply 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 ...

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Page 119: ...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 left column shows a listing of currently defi...

Page 120: ... 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 Popup an Export Call Info screen allowing ...

Page 121: ...n 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 130 for details Lookup in Outlook This actio...

Page 122: ...sing 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 VIPedge 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 c...

Page 123: ...erred 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 pa...

Page 124: ...installed or can be used to create 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 T...

Page 125: ... Call 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 T...

Page 126: ...o 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 ...

Page 127: ...making 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 t...

Page 128: ...the 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 lin...

Page 129: ...e 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 DOW...

Page 130: ...e Left Arrow key 42 times 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...

Page 131: ...X 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 132: ...n quotation marks as needed The commands available are as follows ANSWER CONFERENCE DIALxxxxx Where xxxxx is the number to be dialed Digits 0 9 A is a pause and is a hook flash Parenthesis semi colons dashes and spaces are ignored thus 480 496 9040 can be entered HANGUP HOLD MODIFYCALL Field Value Recommend using Modify Call Information or Attach Acct Code action TRANSFER Recommend using Transfer ...

Page 133: ...uses the active call to be transferred to another phone directly to a specific Voice mailbox or to an outside phone number i e 9 4969040 Transfer To Enter an extension number or outside number to be called Transfer Mbox Enter a mailbox number if going to a Voice Mail number ...

Page 134: ...ion 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 sta...

Page 135: ... each Call Info field This variable V contains the value of that Call Info field for use when defining an Action trigger W Contains 1 if Outlook Link found a match in Outlook Con tains 0 if Outlook Link did not find a match or was not active X name Extra Call Info Field i e X Notes The name of the field must be in double quotations For a list of field names in your system go to Preferences General...

Page 136: ...r Text Reader Announcer 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 G Agent ID H Calling Phone Number hyphenated type 1 I TAPI Call ID J Calling Phone Number hyphenated type 2 L Insert a Line Feed character N Calling Party Name outside calls only n Insert the Date and or time in ...

Page 137: ...mporting 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 ...

Page 138: ...ess 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 139: ...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 140: ...ere 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 u...

Page 141: ...en 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 spe...

Page 142: ...rs 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 ...

Page 143: ...Call 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 SoftwareShutdown Happens whenever Call Manager software is shutdown using a normal Exit ...

Page 144: ... 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 ...

Page 145: ...e status change takes place the message set is checked to see if it matches the defined conditions Do Not Disturb Change Select the DND Status change to cause the trigger For the item with a message to match enter the beginning characters of the message See Like Matches and Unlike Matches for use of wildcards Affected Phone Select whether this rule will be based upon My Phone or My Secondary Exten...

Page 146: ...e 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 for use of wildcards Note Outlook Calendar may also send a Tentative status setting which is tr...

Page 147: ...lendar 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 a...

Page 148: ...ediate 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 ...

Page 149: ...rting 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 ...

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Page 151: ...he Call Key SMDR 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 Cont...

Page 152: ...ing with Outlook 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 Messag...

Page 153: ...VIPedge Using Microsoft Outlook VIPedge UG 07 12 TOSHIBA 149 The second Action will clear the message when the appoinment ending time is reached ...

Page 154: ...dar 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 Clea...

Page 155: ...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 156: ...lly 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 t...

Page 157: ...ntry 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 positio...

Page 158: ...7 12 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 159: ... 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 no...

Page 160: ...on Type This can either be IC or CO indicating the type of call internal or external It also indicates the Station 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 curren...

Page 161: ...information 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 162: ...en 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 163: ...ate 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 164: ...so 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 ...

Page 165: ...eceive a response to a broadcast by selecting the Give Chat 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...

Page 166: ...the 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 p...

Page 167: ...dcast 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 i...

Page 168: ...the Timeout default choice will display the message for the number of seconds defined in the time box default is 60 seconds Entering a checkmark in the Give Chat Back option box will give your recipients the option to send a Chat message back to you once they receive your Broadcast Message NoteBe aware that when using the Chat Back option sending to a group of people all recipients will have the C...

Page 169: ...s you to provide a specific message such as In a Meeting Until 3pm to anyone attempting to place a chat call to you To go into DND status DND is set in the chat toolbar by selecting the DND checkbox and or entering text into the textbox on the toolbar While in Do No Disturb the main window will show the text DND On in red Other Users Experience When a Chat call is placed to someone who has their D...

Page 170: ...an 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 th...

Page 171: ...or 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 ...

Page 172: ...the 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 at...

Page 173: ...as 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 scre...

Page 174: ...d 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 i...

Page 175: ...e 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 im...

Page 176: ...ndow 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 177: ...Not Disturb Feature Enter a check mark in the box to enable the Do Not Disturb option This option allows you to block incoming Chat messages and returns a DND message that you specify to the caller Show Offline Users in Everyone Check default setting to show both online and offline users in the Everyone group Remove the checkmark to only show online users Save Setting Save As Local Machine Data Cl...

Page 178: ... 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 the Chat party Reversing the parameters u d log would be...

Page 179: ... Message Message to be sent When using Call Manager call and system variables can be used in the message Send_Option I or C I send message immediately C or blank type message into user buffer but wait for user to press SEND Example The user sits at the front door and acts as the receptionist and needs to inform people when someone is waiting in the lobby 1 In Call Manager create a User Defined Act...

Page 180: ...message 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 a...

Page 181: ... 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 Def...

Page 182: ...broadcast 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 schedul...

Page 183: ...t 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 184: ...e This information is shown on the main screen similar to the following Main Screen Fly out Fly in button is used dock the window back to the main screen of Call Manager or if its already docked to hide it inside the main screen Setup Brings up the Dialer configuration screen Reset button Puts Dialer back to its initial state Enabled Checkbox This is the checkbox in the toolbar This box indicates ...

Page 185: ... account code will be attached to the call when this call is placed Subject this column shows the 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 th...

Page 186: ...et the date and time of your call You also have a choice of selecting Today and Now to place a call immediately Calls in the list that are enabled will automatically pop up a screen for the user indicating that it is time to place the call This screen is Ready to Dial screen The screen will contain the information entered into the list about the caller and if the optional User defined Action butto...

Page 187: ...ain box will open a time frame for the retry second dialog box shown below Setting the time an actual time or an elapsed time and pressing Okay will place the call back into the list As was done in the Ready to Dial screen an optional User defined button can be provided with an action to be performed at the end of the call This action could be anything but typical uses would probably be to open a ...

Page 188: ...multiple calls from contact or call information that might be contained in other applications The Dialer provides a couple of ways to accomplish this Drag and Drop from MS Outlook If you are using Microsoft Outlook you can simply select one or more of your contacts in your Outlook Contacts database and simple use the mouse to drag them over and drop them on the power dials Calls Window Each contac...

Page 189: ...e 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 int...

Page 190: ... 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 s...

Page 191: ... will still appear in the calls window but they will be automatically cleaned out based on this setting Note The Call Manager provides a Call History feature for more permanent storage of 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 i...

Page 192: ...he Ready to Dial and the Results screens in Dialer To setup these buttons go to the Call Manager main menu select Setup then Preferences go into the Dialing Tab Under the Dialer enable either or both of the Action buttons and select the Action to be performed when the button is pressed Optionally the label can be changed to meet your needs Press Save to keep your new settings ...

Page 193: ...any field containing a comma For example Jones Skip 480 496 9040 1111 Sample 1 2 3 A maximum of 1000 records can be imported Automatic Imports The Dialer will automatically import any file in the above described format if the file is 1 named with TXT suffix and 2 saved into the PDimport sub folder in the Call Manager folder Once the file is imported it will immediately be deleted Buttons All butto...

Page 194: ...utomatically 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 Microsof...

Page 195: ...use all of Fixed buttons Programmbale 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 Enterprise Manager and the SHIFT button must be disabled ...

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Page 197: ...this application Key Button programming Name change DND List in directory Distinctive Ringing Patterns Phone Settings Call Forward Activate Deactivate call forward Speed dial One Touch Display Dial Code Display Advisory Message Preferences Account Codes Note You may or may not have some of the features listed above The availability of these features depends on your access as defined by your System...

Page 198: ...creen may also have a Server Name field depending on your extension You must know your Server name if your extension is in multiple servers or if your extension number is the same as another extension number in a different server Check with your System Administrator for your server name 4 Click Submit To change your Security Code Password 1 Select the Preferences tab 2 Check Change Password 3 Ente...

Page 199: ... display on this screen is based on the your telephone 10 button or 20 buttons Set Distinctive ringing patterns Assign new keys or change keys Change button labels Change the display name List your name in the directory Turn Do Not Disturb DND on or off Activate Deactivate Follow Me To set up Follow Me button right click the button then select Voice Mail Follow Me ...

Page 200: ...ication Starting are available selections Call Control Activate Speed Dial Release Button Release Answer Cancel Source Party Destination Party CLID or Night Transfer are available selections Call Forward Set Call Forwarding assignments for this FB Forward All Calls Forward Busy Forward No Answer Forward Busy No Answer Forward Ext All Call Forward Ext Busy Forward Ext No Answer and Forward Ext Busy...

Page 201: ...ey The DND default is Off 2 Change the Do Not Disturb button to ON 3 Click Save One Touch Buttons One Touch buttons can be used for storing frequently used features or dialed numbers such as Speed Dial numbers One touch buttons can be preassigned to your telephone your System Administrator can help you identify them If you do not have a One Touch button but you have an available Programmable Featu...

Page 202: ...utputs a single which will select an available orbit and display the selected orbit on the phone HOLD This special character is a Stop The dial string pauses and enables the user to view the selected orbit on the display The dial string will restart from this point when the One Touch button is pressed again FB1 gets new dial tone on the PDN 30 code for All Call Page which allows the user to page t...

Page 203: ...n to save settings Table 7 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 ...

Page 204: ...phone settings using Settings screen You can click on the different tabs to access different telephone settings 1 After you have entered the settings in the parameters 2 Click the Save icon Note Hover over the bubbles located above the parameters to read the flyover text for information to be entered in each field ...

Page 205: ...our direct line telephone number will forward calls to the destination set in this option Internal calls will not forward to the destination set in this option The destination can be voice mail another telephone extension connected to your telephone system or private network or an external telephone number connected through the public telephone network Definitions 1 Direct Line calls are calls tha...

Page 206: ...phone will ring before it forwards to the CF Busy No Answer destination The timer value is in seconds Table 9 Call Forward Direct Line Calls FIELD DESCRIPTION CF Internal CF All Calls to When Call Forward All Calls is activated on your telephone your telephone will not ring all internal calls and incoming line calls will be sent directly to the CF All Calls destination Note If Direct Line Call For...

Page 207: ...all destinations 2 Your telephone may forward even if you do not activate Call Forward this is because your system administrator has activated System Call Forward on your telephone CF Direct Line Calls CF Busy to When Direct line CF Busy is activated and your telephone is busy on an existing call new calls to your direct line telephone number will not ring your telephone direct line calls will be ...

Page 208: ...ages Advisory messaging enables you to store an informative message for LCD telephones that call your telephone This is view only under System Info CF Direct Line Calls CF Busy or No Answer to When Call Forward Busy or No Answer is activated on your telephone and your telephone receives an internal call or incoming line call the following call forward operation occurs If your telephone is busy on ...

Page 209: ...to 800 Each code entered may be flagged whether it is to be used for verification prior to the call be placed or whether it is used for changing the restriction level for that call or both Table 10 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 equa...

Page 210: ...count 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 case the FRL set for the station in Prg 200 260 etc will be applied to the call even if the station dials the account code 1f 1 16 is set the FRL of the station will change to the FRL ...

Page 211: ... 72 close 74 Cnf Trn 12 debug files 96 dial pad 70 dock 74 fixed 10 Hold 12 navigation 12 one touch 197 programmable 71 Redial 12 shift 12 speed dial 12 user programmable 74 buttons mode 74 C calendar 87 Call info 71 Window 71 call answered 138 control 109 disconnect 139 extra call info 82 forward 69 history 84 logging 84 modify 118 results 89 retrieve 79 ringing 137 transfer 129 types 85 variable...

Page 212: ...4 distinctive ringing 199 do not disturb override 42 Do Not Disturb 69 door lock 196 drag and drop 78 113 drop 37 DSS message 148 E emergency page 44 enable sound 85 exclusive hold 22 executive override 42 exporting actions 133 extra info 85 feature 86 F features 196 field name 119 forced account codes verified non verified 25 forwarding 127 G Goldmine 67 group pickup 33 H handset calling 19 hands...

Page 213: ...vigation key 12 Net Phone expanded view 71 main menu 72 main screen 68 shutdown 139 startup 139 streamlined view 68 O OAISYS auto call record 70 Tracer 70 On manual dialing 87 One 196 one touch 196 one touch button 197 198 options 96 outlook calendar 142 148 dialing 147 incoming calls 147 lookup 117 outlook integration 86 outside numbers 89 override busy 42 class of service 43 do not disturb 42 ex...

Page 214: ...tatus message 126 storing speed dial names 46 swap keys 106 system variables 132 T tabs advanced 94 dialing 88 docking 93 general 84 TAPI service provider 95 TASKE Contact 116 testing actions 134 tone signaling 18 transfer 109 129 trunk access code 88 two tandem CO line connection 36 U URL 120 121 user defined action Keys 110 user Preferences 84 V value 119 variables 130 system 132 views screen do...