What is Desktop Integration?
Contents
1. fd Stephen Skelton Sales Menu Dealer Sales Enquiry Menu Telesales Menu Technical Dept Menu Customer Service Menu Refresher Training Menu Accounts Menu Help Desk Robert Myrott Ahmed Patel Last updated Wed Jan 4 12 27 21 2001 Fig 27 Mailbox directory This screen just shows which users have mailboxes on the Voice Connector ll and what those mailbox and extension numbers are Desktop Integration Manual Voice Connect O 1997 20022. A VOICE CONNECT Desktop Integration Manual Version l l Page 2 of 20 Contents Chapter What is Desktop Integration What are its main benefits 1 1 New Messages 1 2 Stored Messages 1 1 3 New Calls Chapter 2 Software Installation A Ww UU UU Ww on Chapter 3 Software Configuration Chapter 4 Using the software 7 4 New Messages 7 4 1 1 Message information 8 4 2 Character Meaning 8 4 1 3 Playing messages on a telephone 8 4 4 Playing messages on the PC 8 4 1 5 Copying Messages 9 4 1 6 Deleting a Message 9 4 2 Faxes 10 4 2 1 New Faxes 10 4 2 2 Viewing a Fax 10 4 2 3 Sending a Fax 10 4 2 4 Copying a Fax 4 2 4 Deleting a Fax I 4 2 5 Chapter 5 Mailbox Configure 12 5 1 General 12 5 2 Notifications 13 5 3 Personal Groups 14 5 4 Dial Forwarding 15 5 5 Greetings 16 5 6 Caller ID 7 5 7 Web and SMS 19 Chapter 6 Mailbox Directory 20 Desktop Integration Manual 1 1 Voice Connect O 1997 2002 Page 3 of 20 Chapter What is Desktop Integration Desktop Integration gives you full control of your mailbox through your PC See and or hear all your new and stored voice fax and e speech messages in one place on your PC Starting with the initial on screen pop up Desktop Integration allows you to access all areas of your mailbox From there you can view copy and edit messages create and edit personal groups and keep a directory of extensions from your department company and
3. the caller For new and stored messages the on screen menu lets you see the type of message fax e speech or voice as well as status urgent private conformation or reply requested Combine these with all the other features of Desktop Integration and you ll see why it gives you so much freedom and control over your mailbox Desktop Integration Manual 1 1 Voice Connect 1997 2002 Page 4 of 20 Chapter 2 Software Installation The software will be delivered in two ways either on a CD to take round to each PC or in a shared folder on the voicemail PC to be accessed across the local network Double click on the set up file the following screens will show Click on yes and next where appropriate x Extracting Files O The contents of this package are being extracted x Please wait while the InstallShield Wizard extracts the files needed to install Desktop Integration on your computer This may take a few moments Reading contents of package Select the language for this installation from the choices below End Cancel InstallShield Welcome to the InstallShield Wizard for Desktop Integration The InstallShield Wizard will install Desktop Integration on your computer To continue click Next Desktop Integration Setup ls preparing the InstallShield Wizard which will guide you through the rest of the setup process Please Cancel License Agreement Choose Destination Location Please re
4. the telephone numbers of your regular callers Desktop Integration has been designed primarily to help staff who are office based PC users Although active all the time Desktop Integration sits virtually unnoticed in the corner of the PC It pops up onto your screen when a new call or message arrives lt also allows you to view the contents of your mailbox from the screen This makes deleting unwanted stored messages or tasks such as setting up or changing personal distribution groups much quicker and simpler I I What are its main benefits It helps users to take control of their messages from a single source in three main areas 1 1 New Messages A screen pop up notifies you when a new message voice fax or e speech has been left for you Then without ever dialling from your phone it lets you see or hear that message either over your PC s speakers or listen to it over the telephone 1 2 Stored Messages When you want to check back delete or copy an old message Desktop Integration s visual format makes it much faster and easier to pinpoint the message you are interested in 1 3 New Calls Desktop Notification s pop up appears on your PC screen seconds before a new telephone call arrives normally revealing the callers CLI It even lets you set up a list of your regular caller s details so that their name is revealed on screen before you even speak to them This gives you a chance to adjust your telephone greeting to suit
5. their messages in their mailbox in web format The SMS part allows the user to send text messages to mobiles Mailbox control General Notifications Personal Groups Dial forwarding Greetings Caller ID Web and SMS Change Web Password Connect pow Cellphone number 07761234567 Message i meeting has been changed to 14 30 regards Jim Web Interface SMS Messaging Used 51 Remaining 109 OF Cancel Apply Fig 25 Web and SMS tab To connect to the web interface click on the Connect now button when the web interface launches via internet explorer there is a login page where the user has to enter their mailbox and password The change web password button allows the user to change their web password providing they know their old one To send a text message type in the complete mobile number in the Cellphone number field then type the required message in the box below Under the message box is an indication of how many characters have been used and how many are left Once the message is finished click on the Send button Desktop Integration Manual Voice Connect O 1997 2002 Page 20 of 20 Chapter 6 Mailbox Directory File View Mailbox Help Float Configure View messages History Add ELI Fig 26 By clicking on Mailbox then View mailbox directory as shown in Fig 26 the screen in Fig 27 will show Mailbox directory Name aos Extension
6. ad the following license agreement carefully y Select folder where Setup will install files Press the PAGE DOWN key to see the rest of the agreement Setup will install Desktop Integration in the following folder To install to this folder click Next To install to a different folder click Browse and select another folder Do you accept all the terms of the preceding License Agreement If you choose No the setup will close To install Desktop Integration you must accept this agreement Destination Folder CA Voice Connect Limited Desktop Integration Browse InstallShield InstallShield w _ EN Desktop Integration Manual Voice Connect O 1997 2002 Page 5 of 20 Select Program Folder onl Setup Stat Please select a program folder ai Setup will add program icons to the Program Folder listed below You may type a new folder name or select one from the existing folders list Click Next to continue Program Folders Desktop Integratior Installing Existing Folders Desktop Integration Setup is performing the requested operations Adobe Acrobat 4 0 BROOKTROUT LTE EEE Creative EPSON Printers GlobalSCAPE Norton Antivirus RSM 4 24 Startup InstallShield InstallShield InstallShield Wizard Complete Setup has finished installing Desktop Integration on your computer lt Back Cancel If you are asked to reboot the PC then do so before using DTI Desktop Integra
7. e field next to for when it should be delivered Once all the selections have been made click on copy The copy button then changes to copy again and the cancel button changes to done If no more copies are to be made then click on the done button 4 2 5 Deleting a Fax Double click on the text in the centre of the window to show all the messages in the mailbox Click on the Fax tab Highlight the required fax with a single left click Click on the Delete f button and the following confirmation message will appear Desktop Integration Manual Voice Connect O 1997 2002 Page 12 of 20 Chapter 5 Mailbox Configure This option gives complete access to most functions of the mailbox 5 1 General Mailbox control General Notifications Personal Groups Dial forwarding Greetings Caller ID Web and SMS Mailbox Extension Name LEMERE Department Technis Company Voice Connect Disable voicemail Change mailbox password I Call screening T Do not disturb l Disable e Speech Fig 15 General tab in configuration section The general tab enables the mailbox user to disable their voicemail enable or disable call screening do not disturb and disable e speech The call screening and e speech options can only be turned on and off if the mailbox user has been given these options by the system manager Call screening and Do not disturb are class of service options which the system manager e
8. efore setting dates and times for it For help with recording greetings please refer to the user manual Desktop Integration Manual Voice Connect O 1997 2002 Page 17 of 20 5 6 Caller ID This is a facility that enables the user to enter a personal directory Any names and numbers in this directory are used in conjunction with SMS and email Notification These are two separate facilities and are extra modules on the Voice Connector Il If the Voice Connector has these modules then any names and numbers that are entered in the screen will appear as part of the text message for SMS or part of the email notification Mailbox control General Notifications Personal Groups Dial forwarding Greetings Caller ID Web and sms Steve Wrightam Tina Brown Liz Scotney James Bloodw Lucy Baker Dan Underwood David Williscroft Ravi Mistry Stephen Skelton b Personal C System wide Add Remove Number 892 Name Liz Scotney Long name Cancel Fig 20 Caller ID tab Following the above example the user is left a message by Liz Scotney the user receives a text message notifying them that they have a voicemail waiting as part of the text it tells the user who the message is from picking up their name from the caller ID list The same occurs for email notification and DTI Desk Top Integration This list is also used for Caller Line Identity CLI As mentioned earlier when the Auto Attendant transf
9. ers a call to the users extension the CLI if enabled on the telephone system will show on the pop up screen as shown in Fig 21 Number 01162324600 File View Mailbox Help Float Short name Voice Connect Mailbox 71 New 0 Stored 29 16 37 01162324600 Long name e Add CLI Cancel Fig 2 Fig 22 File View Mailbox Help Float Mailbox 71 New 0 Stored 29 16 38 Voice Connect 01162324600 History 3 Add ELI Fig 23 Desktop Integration Manual Voice Connect O 1997 2002 Page 18 of 20 To add the number being displayed click on the Add CLI button the screen in Fig 22 will show Type in the name of the person or company and click on ok Now the next time they call the name and number will show as seen in Fig 23 Mailbox control General Notifications Personal Groups Dial forwarding Greetings Caller ID Web and SMS 011762324600 Voice Connect Steve Wirighkarn 391 Tina Brown ade Liz Scotney 093 James Bloody 295 Lucy Baker B96 Dan Underwood ag David Williscroft 898 Rawi Mistry Personal System wide Add Remove Number 892 Mame Liz Scotney Long name j Fig 24 As shown in Fig 24 the new name now shows in the CLI list Desktop Integration Manual Voice Connect O 1997 2002 Page 19 of 20 5 7 Web and SMS Web and SMS are extra modules for the Voice Connector Il This screen allows the user to connect to the intranet to administer and view
10. in the tick box then choose a date and time in the field next to for when it should be delivered Once all the selections have been made click on copy The copy button then changes to copy again and the cancel button changes to done If no more copies are to be made then click on the done button 4 1 6 Deleting a Message Highlight the required message and then click on the button The screen in Fig 10 will appear Desktop Support AN Message deleted Fig 10 Desktop Integration Manual Voice Connect O 1997 2002 Page 10 of 20 4 2 Faxes 4 2 1 New Faxes To retrieve new faxes that have been sent to the mailbox double click on the text in the centre of the window to show all the messages in the mailbox Now click on the New Fax tab as shown below Messages and Faxes X Stored Voice 27 New Fax 1 Stored Fax 1 Remote CSID 07 12700 12 28 View Send to fax Fig 1 4 2 2 Viewing a Fax By double clicking on a fax this will display the fax on the screen of the PC the fax display can then be printed or saved to disk Alternatively highlight the required fax with a single left click and then click on the button This will also show the contents of the fax on screen 4 2 3 Sending a Fax send tof To send the fax to a fax machine click on the button The following screen will appear Fax destination Send to jor 162322433 Cancel Fig 12 Type in the telephone number of the fax mach
11. ine where the fax should be sent Type the whole telephone number including the STD code if it is an external fax machine or type in the extension number of an internal fax machine Numbers that begin with zero and are greater than six digits in length are assumed to be external telephone numbers All other numbers are assumed to be internal There is no need to prefix the number with any external access digit commonly 9 as the voicemail system will automatically handle this Desktop Support AN Tour fas has been queued Fig 13 Click on ok The confirmation message in Fig 13 will show Desktop Integration Manual Voice Connect O 1997 2002 Page of 20 4 2 4 Copying a Fax Highlight the required fax and then click on the button the following screen will appear Copy message Copy to Ta James Bloodworth Show W Users M Groups e Personal groupe T Private I Urgent Confirmation Request reply T Delayed delivery 07712700 13 00 cos Fig 14 This screen enables the user to pick from a list who they want to copy the fax to To search just for other users make sure there is a tick in the Users tick box and none in the others Users Groups and Personal Groups are ticked by default If the fax is to be flagged with either Private Urgent Confirmation or Request reply then tick the appropriate box lf the facility delayed delivery is required then click in the tick box then choose a date and time in th
12. iz Scotney James Bloodworth Ravi Mistry Stephen Skelton Dan Underwood David Williscroft a Steve Wrightam m Add gt gt Tina Brown Liz Scotney James Bloodw spare sae Remove lt lt Lucy Baker Dan Underwood r Add DD gt gt FA ove p David Williscroft Ravi Mistry Stephen Skelton Sales Menu x VET E HHA R E p Move Down Fig 7 Personal groups tab The left hand list box shows all the mailbox users on the Voice Connector Il This enables the user to select anyone in the company by clicking on their name and then clicking on the add button This will then add their name to the right hand list box Where the member can be enabled or disabled whenever necessary By clicking on the Add DD button this will deliver the message that was recorded for the personal group straight to a telephone number rather than a mailbox Once this button is clicked an extra field will show Direct Delivery to enable the user to type in the telephone number This will either be an internal extension number or an external number typed in full including the area code However many groups are allowed to be created by the user they must always start at number 10 Desktop Integration Manual Voice Connect O 1997 2002 Page 15 of 20 5 4 Dial Forwarding Dial forwarding is a function associated with an extra module called WC Smart Desk It allows a caller to dial a users mailbox via the A
13. ling Line ID the time the message was sent and the flags associated with the message The name is only displayed when the message is sent from another mailbox in the system Calling Line ID is given where available and is dependent on the features present on the telephone system The flags give additional information about the content of the message and are made up of characters from the following table 4 2 Character Meaning Private message Copied message Group message Urgent message Notification requested i e the person who left the message requested confirmation of delivery Reply requested E speech message Timed message Notification message Reply message ZCOO S D gt muy 4 1 3 Playing messages on a telephone By double clicking on the text in the centre of the Desktop Integration window displays a list of messages in the mailbox Highlight the required message and click on the button The screen in Fig 08 will appear Enter the extension number of the phone that the message is to be played on and click ok Numbers that begin with zero and are greater than six digits in length are assumed to be external telephone numbers All other numbers are assumed to be internal There is no need to prefix the callback number with any external access digit commonly 9 as the voicemail system will automatically handle this Callback destination Callback to Cancel Fig 08 When the telephone rings answer it in
14. ll display as red to draw attention to the new messages The software is designed to pop up but not interfere with any typing The window will float above any others on the desktop until the mouse is clicked anywhere in the display area Once clicked on the text will turn to black and will then hover behind any used windows Desktop Integration JOf x File View Mailbox Help Mailbox 71 New 1 Stored 29 Aiton Aude CLI Fig 04 The display will also pop up when an incoming call is being transferred from the Auto Attendant to your extension The telephone number calling you will be displayed if the incoming Caller Line ID is available as shown in Fig 05 File Wiew Mailbox Help Float File View Mailbox He Poe alee i Cont mo Mailbox 71 New 0 Stored 29 Soe M ra View messages View mailbox directory History 1 Add CLI History Add ELI Fig 05 Fig 06 Double clicking in the display text will show the current mailbox contents as shown in Fig 07 also if you select mailbox followed by View Messages will bring you to the same screen as shown in Fig 06 Messages and Fares New Voice 1 Stored Voice 28 Stored Fax 21 Tina Brown 0412200 09 49 Play on PC Play on phone Fig 07 Desktop Integration Manual Voice Connect O 1997 2002 Page 8 of 20 4 1 1 Message information For each message the software displays the name of the person who left the message the Cal
15. n The line access password is the password that is required for changing the external dial forward number via the telephone Before the system allows the user to change the external number they are asked for this password For further information about dial forward WC Smartdesk please refer to the System Mangers Manual and the User Guide Desktop Integration Manual Voice Connect O 1997 2002 Page 16 of 20 5 5 Greetings Greetings enables the user to have two personal greetings for their mailbox One as their standard greeting and then an alternative greeting to play at specified times and dates Mailbox control General Notifications Personal Groups Dial forwarding Greetings Caller ID Web and SMS i Start End Enabled Default greeting e Alternate greeting 20 07 01 09 00 27 07 0117 00 Yes Start time date 20 07 01 09 00 End time date 27 07 01 17 00 M Enabled Fig 19 Greetings tab From the above example it can be seen that the alternative greeting is played from 20 July 2001 at 09 00 to 27 July 2001 at 17 00 This could be a greeting that says the user is on holiday and unable to return any calls This greeting will then automatically replace the standard greeting for the above time scale To use this feature it needs to be enabled by the system manager Once enabled there will be extra options in the Greetings menu in the mailbox Make sure the alternative greeting has been recorded b
16. nables in the Voice Connector editor Disable voicemail is a default mailbox option and e speech is an extra module on the Voice Connector Il E speech is a facility of sending a copy of your email to your mailbox and then converting it to speech so that it appears as a voice message in your mailbox The password for the mailbox can also be changed from this screen Desktop Integration Manual Voice Connect O 1997 2002 Page 13 of 20 5 2 Notifications Mailbox control General Notifications Personal Groups Dial forwarding Greetings Caller ID Web and SMS Start End Type Number Enabled Urgent Retries Interval 24 00 Pager 24 00 Cellnet SMS 07744697405 24 00 Callback 23 00 Direct phone Dayrange Start Sunday End Saturday Time range Start 00 00 d 00 00 Call count Call interval 20 Ring count Type Cellnet SMS z Number 07744697405 l Single SMS D Urgent only Number type Extemal v Cancel Apply Fig 16 Notification tab This screen enables the mailbox user to edit any schedules that are already set against their mailbox by the system manager Schedules can not be added or deleted from this screen The schedules are the times and days that the Voice Connector ll alerts a mobile or pager of a voicemail message being received in the mailbox The schedule also denotes when a text message SMS Notification is sent to a mobile to alert of a voicemail message SMS No
17. the usual manner and the message will automatically play The same procedure works for stored messages Click on the stored messages tab and then choose how the message should be played either on the PC or over the telephone 4 1 4 Playing messages on the PC By double clicking on the text in the centre of the Desktop Integration window displays a list of messages in the mailbox Highlight the required message and click on the button The message will be played through whichever software media is used on the PC to play Wav files Desktop Integration Manual Voice Connect O 1997 2002 Page 9 of 20 The message will then be heard on the users PC through the PC speakers as long as they have a sound card installed 4 1 5 Copying Messages Highlight the required message and then click on the button The screen in Fig 09 will appear Copy message Copy to ia Show IY Users M Groups Personal groups T Private TF Urgent D Confirmation Request reply Delayed delivery 0712 00 13 00 cos Fig 09 This screen enables the user to pick from a list who they want to copy the message to To search just for other users make sure there is a tick in the Users tick box and none in the others Users Groups and Personal Groups are ticked by default If the message is to be flagged with either Private Urgent Confirmation or Request reply then tick the appropriate box If the facility delayed delivery is required then click
18. tification is also an extra module on the Voice Connector Il The number for the call backs or the SMS mobile can be changed by editing the Number field If the number is changed make sure that the Number type field is set to the right option internal or external number The type of call back can also be changed amongst the options are various types of pagers and different cellular providers for SMS Any changes that are made click on apply and then ok to close the screen Desktop Integration Manual Voice Connect O 1997 2002 Page 14 of 20 5 3 Personal Groups This is a function that is allowed by the system manager to enable personal groups for a mailbox Personal Groups enables a user to send one message to several mailboxes These mailboxes can be a pre defined list set up by the mailbox user This list of mailboxes is personal to the user and no other mailbox user has access to it The number of groups that can be set up by a user for their mailbox is also determined by the system manager in the class of service Instructions on how to set up personal groups via the telephone are in the User Guide If this function is allowed then the personal groups that are set up can be shown here Mailbox control General Notifications Personal Groups Dial forwarding Greetings Caller ID Web and SMS Number 10 Name Engineers Add Remove bled Mailbox PSTN Name Steve Wrightam Lucy Baker L
19. tion Manual 1 1 Voice Connect 1997 2002 Page 6 of 20 Chapter 3 Software Configuration Once installed the software is configured by selecting the setup option from the file menu This displays a setup page as shown in Fig OI Desktop integration setup Ea Server communications Mailbox a Password E I Remember password Communications Listening on 40000 Cancel Fig OI Type the mailbox number in the mailbox field do not enter the extension number Type in the password in the password field if the user wants the software to remember the password then click in the tick box if however they want to enter it every time they use it then leave the tick box empty Note every function in the software requires the password Yorcemal Server connection olcemall machine name T Cancel Fig 02 Click on the communications button to check that the software is communicating with the voicemail Click on check Desktop Support ES AN Connection successtul Reply trom 10 54 254 10 voicemail after Ome Fig 03 Click on ok to this reply then ok to the communication screen Desktop Integration Manual Voice Connect O 1997 2002 Page 7 of 20 Chapter 4 Using the software 4 1 New Messages When a message is left in the mailbox the software will pop up from the taskbar or in tray and show the number of new and old messages in the mailbox as shown in Fig 04 The text wi
20. uto Attendant and be transferred to another number without the callers knowledge The system manager enables this feature Mailbox control General Notifications Personal Groups Dial forwarding Greetings Caller ID Web and SMS Telephone number Number to dial for 162322622 Type External M Enabled Number of attempts fp Ring time seconds e Style Password w Password 7777 Dialling oh te OK Cancel Apply Fig 18 Dial forwarding tab The number for the caller to be diverted to is in the Number to Dial field As the user types towards the left hand side of it the type indicates internal if more than five digits are typed starting with zero then the type automatically changes to external If the leading digit is not a zero then the type will stay as internal with no regard of the length Number of Attempts is the amount of attempts the Voice Connector will try the Number to Dial to gain an answer Ring time is how long the number will ring for before it is determined that there is no answer from that number There are three different answer styles None single digit and password Password is the recommended type as this ensures that the caller has reached the correct destination The password that is required is then typed in the password field 4 digits The change button allows the Line Access password to be changed if the old password is know
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