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MXIE User`s Manual 1.1.1 (12 July 2003)

1. 34 4 4 1 Sending a Text Message aid axle EE ee d A Vad Ree es 34 4 4 2 Receiving EEN 35 4 4 3 View the Text Message History esa NEE Ee NEEN 35 4 5 Messaging breterences cece ee eee eee eee 36 4 5 1 Instant Messaging Preferences 36 4 5 2 Messages Preferences 4 256 eid dee ec A eG Re eae 38 Voice Calls 41 SL INIPOGUCHON lt A AS 41 Contents 5 2 Voice Call DEVICES ais ota ea ure apres tad aaa 41 5 2 1 Device Management scanty ade oe Se ea ee ed ae ee 42 5252 Bind APDO lt 65 5 ie da as aos 43 5 2 3 Cancel a Device Binding a Ee SE eS ene aaa Mao 45 5 2 4 tt EE EE 45 5 2 5 Device Access Policy Preferences ass cora ieee eee eas 46 5 3 Voice Call SessionS annan nnnnnnnnnnnnnnn 47 5 3 1 Contact Information Formats 47 5 3 2 Initiating a Voice Call ius fag ed in ia Sansa RES 48 oo Reeervine a Voice Call odas lt aad le ey A ake 49 5 3 4 Handling Simultaneous Voice Call Sessions 51 5 3 3 Conference Calle sado ode e e td e la OA rg 52 5 3 0 During the Call 2 ceo femelle EE 53 5 3 7 Terminating the Connection soi tas o pee ies dz 58 5 4 Softphone av NN NEE hee KENNEN EN ee eee dee aa 58 E Coen Sc et eee Ge nee SOA oe ha Oe ae O 58 5 4 2 System Requirements xis A ee ks gies teat a at tes 59 5 4 3 Binding MXIE to the Softphone 59 5 4 4 The Softphone Keypad joes lacias peda ee paa Sealed 60 545 Usm the Sortphone gt aora waded hs A Oak 60 54 0 Encryption a wie ci oe whe Ci
2. 19 session control 04 19 starting a session 19 BUSY State rc oa epa 90 c call attached data 24 call forwarding warning 47 call handling action MXIE panel 66 call handling plan 66 177 call handling rules GEET Dee E 65 definition conocia ete ce atea ate 177 elements noia HEE heen a 63 event Tigger O 63 filtering conditions 65 NAME oie waco Me ees 63 precedence rank 67 rule description 68 selection bon 67 status on MXIE window 21 user location 68 call handling MXIE panel 67 call log see log call call log preferences MXIE panel 145 Call getes Geet Eh Mes adders 75 call recording e DEE EE 16 playback automatic 131 call recording folder 122 call recordings utomatie eet ER Ee ee 119 description 118 120 emergency 1 eee eee eee 120 on demand 6 119 operators and ACD groups 72 playback on demand 124 call rule editor MXIE panel 63 callback aaa 72 74 callback icon ooooooocoorooroo 14 callback panel ooooooooocooooo 73 calls preferences 00000 23 cancel a device binding 45 181 MXIE User s Manual capacity mail box group 065 116 mail box user 0 0000s 116 Chang
3. Available Hot Available Active Wrap Up Logged Off Shoulders y x Objects Available Not Available Active Wrap Up Logged Off Figure 8 3 Presence Icons ACD and Hunt Group Agents Available This state indicates that the user is logged in as an ACD or hunt group agent and can accept calls for ACD or hunt groups as assigned by the system administrator Not Available This state indicates that the agent is either working or has temporarily left the workstation The Not Available state is not defined for Hunt group agents Active This state indicates that the agent is handling a phone call and should not be bothered Wrap up An agent enters wrap up state for a specified period after completing a phone call The wrap up state gives the agent time to document a call before continuing to the next phone call Select File Preferences ACD and Operator from the main menu to configure the Wrap up time The Wrap Up state is not defined for Hunt group agents Logged Off This state indicates that the user is not logged in as an ACD or hunt group agent and is not available to accept calls Presence Rules Presence rules define the conditions that trigger automatic transitions between presence states You can also manually change presence states from the MXIE user window MXIE defines the following presence rule options Users The following rules define conditions that trigger a transition between user presence states Availa
4. Press the OK button to enable the User Preference changes made in all panels and exit this window Press the Apply button to enable the User Preference changes without exiting this window Press the Cancel button to discard all User Preference changes and exit this window 169 MXIE User s Manual 170 B 1 B 2 B 2 1 B 2 2 Appendix B System Files Introduction MXIE stores several files on your local hard drive that are used by MX utilities to record your data store your settings and log your activity This appendix describes these files including information on their content default location and the method of customizing their location Important Always use the listed MXIE panel to move system files to a different location Moving these files by any other method such as the windows file management utility may result in a loss of data File Descriptions Initialization and Settings The MXUserIni file stores login history MXIE window appearance settings and other configuration settings The location of this file is not configurable If you delete or move this file MXIE creates a new file in the default location and all of the settings in the original file will be lost Default Directory Location C Document and Settings user name Application Data Zultys MXxSettings File Name MXUser ini Configuration Panel None Address Book File The address book file stores the contact info
5. The Application panel controls startup termination and display aspects of the MXIE window See section 2 6 on page 9 for details The Audio Output panel determines the Audio Driver that MXIE uses to play your voice messages and audio notifications See section 3 5 on page 26 for details The Call Handling panel defines your call handling plan and configures your call handling rules See section 5 5 3 2 on page 67 for details The Call Log panel instructs MXIE to display log entries and configures the maximum size of your log See section 11 2 on page 145 for details The Calls panel controls the appearance of session blocks and the behavior of the MXIE window when receiving an incoming call See section 3 3 on page 23 for details The Device Access Policy panel controls binding access by other users to devices that are configured as your registered contacts and determines the method of controlling multiple phone calls See section 5 2 5 on page 46 for details The External Messaging panel The Instant Messaging panel configures the format of the date and time headers in the message window controls the behavior of your computer when you receive a message and controls the saving of text message sessions See section 4 5 1 on page 36 for details The Messages subpanel defines the behavior of the enter key when sending messages and controls the receipt of instant messages by your phone See section 4 5 2 on page 38 for details Th
6. 125 saving Messages 005 126 typeface mitico denen as 123 voice playback 124 message list oooooooooooo 123 message window address bar 31 definition 2 178 A A Ae ee eg 12 input panel 0 6 32 send button 32 e EE 31 A apse ee dee 32 message window see text message window messages confirmation preferences 142 Preferences ed ER e Eed 141 storage location 141 Messages text user preferences 38 Microsoft Outlook see Outlook missed call MXIE window indicator 20 monitor requirements 4 3 monitor devices 45 monitors agent presence summary 77 agent queue 0000 ee eee 79 agent statistics 84 85 callback see eege ne 80 82 group statistics 82 84 Inbound Call Center 77 82 queue description 79 supervisor queue 78 79 80 MSN external messaging 29 multiple voice calls MXIE control 005 51 phone control 52 preferences 0 eee 47 O A te eene 178 MX Director 104 MAL a ier ee alee tay Ry eaten OA 178 CEA 178 MXIE panels address book 103 automatic call recording 128 131 bind a phone 5 43 call handling action 66 Geller ir 143 call rule editor oooooo oo o 63 Change password 9 entry infor
7. 5 3 6 3 39826394301 ote x g m Call Recording Bullun Figure 5 12 Session Block with Call Recording Icon The session block displays an active Call Recording Icon for call recordings that are scheduled to be saved as shown in figure 5 19 A call recording is saved to your voice mailbox only if session block displays the Active Call Recording Icon when the call is terminated 3982694301 05 35 X fed SE Inhlbh Call Recuiding Dutton Figure 5 13 Call Recording Session Block To prevent the recording of a call perform one of the following actions Session List press the Inhibit Call Recording Button Session List right click the mouse while the pointerisin the session block of the call and select Do Not Record and Save Call The session block displays the normal call recording icon shown in figure 5 12 When the session block displays the normal call recording icon at the time the call is terminated the call recording will not be saved to your voice mailbox To access On Demand Call Recording see section 10 4 1 on page 120 Section 10 3 3 on page 118 describes Call Recording functions available through MXIE Blind Transfer Transfer operations send your active call to another user or phone number When performing a Blind Transfer you do not speak with the party to whom you are transferring the call To perform a blind transfer perform one of the following actions Session List right click the mouse while pointin
8. Bring Message Window to the Front but do not Change Focus When this option is enabled the message window moves to the front of the desktop whenever you receive a message this window does not become active until you select it through a windows operation If the option is not enabled the message window will remain in its present location when it receives a message You can detect a new message by observing the Windows taskbar at the bottom of the window the taskbar button that represents the text message window will blink when the window has a message to which you have not responded 37 MXIE User s Manual 4 5 1 4 4 5 1 5 4 5 2 4 5 2 1 4 5 2 2 Save Sessions in this Folder Enabling this option saves your instant messages as text files in the directory specified in the data entry box Folders are created in the directory for separating the text files by the month they were generated The folder name format is YYYY MM specifies the year and MM specified the month that the files were generated The file name format is YYYYMMDD xml where YYYY is the year MM is the month and DD is the date when the messages were received One file is used to store all instant messages received during a single day For example 20060725 xml contains the text of messages sent and received on 25 July 2006 Example Assume that CM History is listed in the Save Messages in this folder data entry field Within that folder the subfolder nam
9. This section also displays the number of callers waiting in the Inbound Call Center queue Show Only Agents Logged In This parameter determines the agents that are displayed in the agent monitor Select this option to display only agents that are logged into MXIE When this option is not selected the Agent Monitor displays all agents of the group 77 MXIE User s Manual Agent Monitor Sales 1 Available O Net Avadablo 2 Busy 2 Logged Gut f Total 5 Cab cunety ngae ET A v 1 Show only agente logged m A Ew Nava Ca as 1D Type Lergh Sime gt 4 MSZ Mathida Rolins 36574040 AIE Sales 013534 Connected SE Hannah Poulson Figure 7 5 Agent Monitor panel Agent List The Agent List is located below the Show Only Agents Logged In option Each row in the table lists one agent You can sort the list by clicking on the column header of the desired sort key The following columns list the agent properties Presence untitled column This column displays the agent s presence state Extension This column displays the agent s user extension Name This column displays the user names of the agents Caller ID This column displays the Caller ID of the caller to whom the agent is communicating Type This column displays an icon for each agent session This icon displays the type of session voice call chat or fax and the initiation direction of the session Length This column displays the duration of the current ses
10. Fast Gna Leg Roles The toolbar shown in figure 9 2 is located in the upper left corner of the Address Book window directly below the Title bar The following is a description of Toolbar buttons BOX e Item width 12345 6 7 Figure 9 2 Address Book toolbar 103 MXIE User s Manual 9 1 2 9 1 3 9 1 3 1 Show or Hide Book Tree button 1 This button toggles the display status of the Book Tree New Entry button 2 Press the icon to add an entry to the contact list Click on the arrow to access a menu that adds a New Address Book to the Book Tree Import Book button 3 Press the icon to import data file contents into the current address book Delete button 4 Press this button to delete the selected entity either a book from the book tree or an entry from the contact list Options button 5 Press this button to access the User Preferences window Address Book Preference panels can be accessed from this window Search box 6 Search for a user in the contact list by entering the user s first or last name in this box then press Enter Press the arrow on the right side of the box to access searches that you previously performed Item Width 7 Move the vertical bar across the slide area to adjust the width of the address book entries Book Tree The book tree located on the left side of the window displays your address book library and determines the current book You display the b
11. Make Call a window as shown in figure 12 24 will appear If the Phone button is pressed a window as shown in figure 12 25 will appear If the call is initiated by the menu system the number will be automatically sent If the call is initiated by the Phone button you have to press the Dial button to send the number If you do not wish to call the contact press the Cancel button for figure 12 24 or the Close button for figure 12 25 The definition of buttons shown in figure 12 24 Answered Opens figure 12 26 Message Disconnects the call and creates a log indicating a message was left for the contact No Answer Disconnects the call and creates a log indicating the party did not answer Busy Disconnects the call and creates a log indicating the party was busy Re dial Disconnects the call and dials the contact number again e Phone Call EN Dialing 1 206 555 6708 Work Cancel Message No Answer Busy Re dial Figure 12 24 Maximizer Phone Call 4 For international calls Maximizer does not exhibit the issue as described in step 4 from section 12 3 1 1 on page 155 with Outlook 160 12 TAPI Biel ES fo 1 206 555 6708 Figure 12 25 Maximizer Phone 5 Take the SIP device off hook The Phone window will appear as shown in figure 12 26 00 03 Phone Figure 12 26 Maximizer Active Call 6 Terminating the call A call can be terminated by t
12. 1 4 Click the File Preferences menu item The Preferences window will open as shown in figure 12 12 Click the Dialer tab Figure 12 12 displays the Preferences window with the Dialer tab selected Select Zultys MX Line from the Modem or line combobox The Zultys Line does not require any additional configuration If you press the Setup button there will be an error message as shown in figure 12 13 To resolve this error message click the OK button Click the OK button To add activating contact support for incoming calls 1 2 Check the Lookup contact using caller ID checkbox in the Preferences Dialer tab Click the OK button 154 12 TAPI 12 3 12 3 1 12 3 1 1 L org a EN lines Talis end arts ARICA hieh didirg l I mal l Saracl w icaliur Nan es lap Spline Diac Iv Lsedde Llar sirg Haden m lnea ikes Hit Lre DI Stap Loesdun hun egen Ziopertcs Albes ies E R edar ater dag Wo msp mia siyib D F Start limer a t matical y on outqainz zals R ddon hes spak hott oxpabiiics SE Carel ul Hel Figure 12 12 ACT Preferences Window Mnri D DO eer med wh l Hemp ng shi e lns Figure 12 13 ACT Setup Error Message Establishing Calls Placing calls Outlook There are three ways to initiate a call using Outlook Select Actions Call Contact from the main menu Figure 12 14 displays the Outlook Action menu when Call Contact
13. Cranage geeting Figure 10 7 Recording a User Greeting 127 MXIE User s Manual 10 4 5 3 10 4 5 4 10 5 To change the active greeting perform one of the following actions double click a recorded greeting then press the Apply button highlight one of the recorded greetings that is not active press the Mark as Active button then press the Apply button Auto Attendant Greeting The MX auto attendant may route calls to your user extension Prior to routing a call to your phone the auto attendant can play your greeting recorded name or extension to the caller The auto attendant greeting is the greeting played by the auto attendant to a caller prior to routing a call to your extension The bottom section of the Greetings panel displays the status of your auto attendant greeting To record your auto attendant greeting using a MXIE with a microphone and speaker headset perform the following procedure 1 Press the Change greeting button 2 Record your greeting then press the Stop Record button when you are finished 3 Press the Play button to review your recording 4 Press the Apply button to save the new greeting to the database To discard the new greeting press the Cancel button Limitations The Limitations panel shown in figure 10 8 lists the capacity of your voice mail box as configured by the system administrator You cannot alter these settings from MXIE Maximum mail box size lists the
14. Deletion options determine the method of removing messages and mail boxes from the voice mail window If you select Delete box to Deleted box mail boxes that you delete are moved to the Delete system mail box boxes are permanently removed from your system by deleting them from the Delete box When Delete message to Deleted box is selected voice mail messages are deleted in the same manner These options provide a method of recovering a message or mail box that was deleted by mistake If these options are not selected messages and boxes deleted from the voice mail window are immediately removed from the system and cannot be recovered Message Confirmation Preferences The Message Confirmation Preferences panel shown in figure 10 20 configures the confirmation options for copying moving and deleting your mailboxes and messages To open the Confirmation Preferences panel open the User Preferences window by selecting File Preferences from the main menu then select Confirmations in the panel directory User Preferences ALD and Operator Corfemations Address Book A D Delad Acton LJ Copy box Shown Properes By EZ Move box Sort Order S Esperan V Delete box eren T Beete L Cal Handing SSC Cal Log Cols C Copy message Device Access Policy Instant messaging Move trettage Message Delete message Messages Notification Presence Toolbar Saltphone Mido Parameters Sounds Superior Figure 10 20 V
15. Personal folders can be renamed deleted and moved within the Mail Box Directory panel Personal folder messages are stored on your local drive as specified in the Messages Preferences window All files in a mail box are stored in a vmi file Section 10 4 4 6 on page 126 describes the process of storing voice messages wav files and faxes tif files as files that you can access from other Windows programs 122 10 Voice Mail Faxes and Call Recordings 10 4 3 3 10 4 4 MXIE distinguishes mail folders that have unread messages by displaying their names in bold typeface and showing the number of unread messages in parenthesis If your inbox has unread mail MXIE signals your phone which if it supports this feature alerts you to the new messages Mail Folder Services Voice mail folder services as shown in figure 10 3 are accessed by right clicking the mouse while the cursor points in the Mail Folder Directory Service options can copy move delete and compact the currently highlighted mail folder and can create a new mail folder as a subdirectory of the current mail folder Voice Mail From Received Mestaget Bonnie Hopkins 9 20 2006 12 21 58 PM Cal Recording 3984526160 9 20 2006 12 56 08 AM D e 3984278560 9 20 2004 10 54 17 AM Inbox 3 Dana Thomas 9 19 2006 11 44 38 AM Outgong Fax mi Francis Young 9 18 2004 4 09 09 PM 9 Sent Fax Inbox 3 HannahPouson 9 18 2006 4 08 46 PM Charlie Smith 9 15 2006 8 16
16. a callback icon appears on the right side of the Front_Desk operator partition MXIE User Bonnie Hopkins Fie Actions Yew Hap es a BLE K Avaliable Not Avatabie Fav Fret Dez Malcom Product_into Pubic_Relsbons Sais Security Tech_Suppor Lindy Hat Mike Nancy A K A A A k A A A A A A K A AS A A A A K A A A A A A A A A A A K ZS cooweasocoic Callback Icon Figure 7 1 Operator Role Partition Header with Callback Icon 72 7 Operators and ACDs To access the Callback panel press the Callback icon When any group member presses the icon it is removed from the partition header of all members of the group Sales Callback Phone Callback 3924241000 Catback Resuk OK No amwe O Number does not eist O Answenng machine Redal Redialn 1 00 52 Figure 7 2 Callback panel 7 2 4 1 Callback Number The callback number is located at the top of the panel as shown in figure 7 2 Press the Dial button to execute the call 7 2 4 2 Callback Result The callback result table is located below the callback number CDR reports that provide callback activity are based on the options selected by agents as they attempt callbacks Select the radio button that describes the result of the call The final resolution of the callback procedure depends upon the result of the callback OK Select this button if the callback was successfully completed When you
17. applications 29 MXIE User s Manual Messages User Preferences Address Book Delout Acton Extermal IM taruports Shown Properes Sort Order Agpesiance Application Mot respeten Cal Handing Cai Log Calls Device Access Pobcy Extemal meriageng Instant metsageng Active Not begictered Messages Not seguetererd Confemations Notification Prezgeve Toolbar Figure 4 3 External Messaging Preference panel External Messaging is Active To register a transport account to your MXIE instance 1 Open the External Messaging Preferences panel and verify that External Messaging has been activated for your account Figure 4 3 displays the External Messaging Preference panel when External Messaging is active with no registered transports Open the Transport Registration panel by double clicking the icon bar of the desired transport application or by single clicking the icon bar of the desired application and then pressing the Register button located on the bottom right corner of the preference panel MXIE displays the Transport Registration panel appropriate for the selected transport Figure 4 4 displays the Transport Registration panel for ICQ Transport registration fo r Imibuchons Piesse lype your 00 user d number into the usemame Delt and pour password Usemame 248987712 Password cecees Sume cancel Figure 4 4 Transport Registration panel ICQ 3 En
18. lists the roles that the MX has authorized for your account To indicate the roles that you intend to serve during your MXIE session select the appropriate options confirm the location and press the OK button Janic Newsome role and lo T Xx Figure 2 3 Role Selection panel The check box options list the roles that are available for your user account The first option grey lists your user name Since your role as a user is active whenever you log onto MXIE this option is always selected MXIE User s Manual 2 4 The next set of options if available list the names of the operator groups ACD groups and Inbound Call Center groups assigned to your account To log in as an agent of a group place a mark in the checkbox of the corresponding group You can simultaneously log in to any or all groups to which you are assigned Group names that are displayed in grey indicate hunt groups MX users that are members of hunt groups automatically log into their hunt groups whenever they log into MXIE If your account is authorized for external messaging that option appears below the group options You determine the roles that will be active each time you logon to MXIE You can also change roles during an MXIE session by selecting File Change Role from the main menu The Location parameter specifies the location of your workstation Location options are defined by the Administrator UI The location selection is imp
19. printer driver Running MXIE does not require the web browser Chapter 2 Getting Started 2 1 Introduction This chapter describes the MXIE installation process logging onto MXIE passwords and MXIE initiation preferences 2 2 Installation To use the MXIE client software the computer upon which MXIE is installed must be able to access the MX for which MXIE is providing resources 2 2 1 Installation Software Sources You can access the installation software from the MX home page shown in figure 2 1 by opening an internet browser such as Internet Explorer or Netscape and entering the network address of the MX in the address entry box 3 MX250 Software Downloads Microsof Internet Explorer Fie Edt View Frote Tools Mel E itp 11 10 2 4 PA fprowsenngtacien nain d Start Up Lag ae Windows MXIE MAC OS X M XIE Figure 2 1 MX Home Page MXIE User s Manual 2 2 2 2 3 2 3 1 The MX Home Page provides options for downloading three different versions of MXIE one for each operating system upon which MXIE can run Select the desired version by clicking on the corresponding icon Follow the instructions on the succeeding panels to either store the installation software on your local drive or installing directly from the home page Running the Installation Software Run the executable file client_setup exe or perform the installation directly from the MX home page to install the MXIE softwa
20. the left arrow displays the message sent and received on the day previous to the date shown in the drop down menu Pressing the right arrow displays the message sent and received on the day after the date shown in the drop down menu You can also select part or all of the exchange of instant messages to your operating systems clipboard by using the mouse to highlight the text Press Ctrl C to copy the text Messaging Preferences Text Message Preferences configure the message appearance within the text window MXIE window behavior when a message is received the storage location for messages and keystroke actions when sending text messages Preferences are configured on two preference panels Instant Messages and Messages The External Messaging Preferences panel is used to configure External Messaging and is described in section 4 2 2 on page 28 Instant Messaging Preferences The Instant Messaging Preferences panel shown in figure 4 10 configures the format of the date and time headers in the message window controls the behavior of your computer when you receive a message and controls the saving of text message sessions To open the Instant Messaging Preferences panel open the User Preferences window by selecting File Preferences from the main menu bar then select Instant Messaging in the panel directory 36 4 Text Messaging 4 5 1 1 4 5 1 2 4 5 1 3 User Preferences ACD and Operator Address Book Delatt Act
21. 10 AM Operator Fre BA Rename Sales phoneltunknown 9 12 2006 6 39 42 PM 4 Fax amp New Box Inbo Delete Sales Supervisor Cal Rec CH Move Sales Fax FP Copy sates Inbox 3 Agent Tech Save Al Messages Cab Recording E Resume contact on 10 1 Fax Inbox mS e Figure 10 3 Mail Folder Services options The availability of mail folder service options depends upon the properties of the current mail folder System folders cannot be moved or deleted these options are greyed out and unavailable if a system folder Inbox or Deleted is selected Message List The right panel displays all messages and call recordings that are stored in the mail box selected in the Mail Folder Directory panel Voice message and call recording duration is specified by time fax length is specified by page count In figure 10 3 the voice mail from Bonnie Hopkins is 26 seconds the fax from Lindy Baker is one page You can listen to your voice messages and view your faxes from this panel as well as perform message management tasks You can store voice messages and faxes in the same mail box 123 MXIE User s Manual 10 4 4 1 10 4 4 2 Message titles in this list are displayed in bold or regular typeface MXIE marks unread messages in Bold and saved messages in regular typeface To alter the unread saved status of a message select the message in this panel and click the right mouse button to access the message services panel as sho
22. 12 10 Maximizer Adding Zultys MX Line 5 Select Zultys MX Line from the Connect using line combobox 6 Click the OK button To add popup message support with calling party information 1 Check the Detect incoming calls checkbox from the Preferences Dialling tab as shown in figure 12 9 2 Open the Windows Registry Configuration by typing regedit from the Windows Run command 3 Select the following registry path 153 MXIE User s Manual 12 2 3 3 5 HEEN LOCAL MACHINE Software Multiactive Software Maximizer Modules AMGR Cur rentVersion Tapi Double click the Show CID entry and change the value from 0 to 1 If the Show CID setting is not there you need to create the entry by accessing the Edit New DWORD Value in the Tapi folder Click OK and close the registry window The correct configuration of the registry is shown in figure 12 11 A Regetry Editor Jk Edt Mu Fobos Dk B Mutizctive Stare Aal nuwe ype Dita HU Ment iza 2l uicf ut Wetz Se valuz 0 26 LY Comron Balshew UD Mats DWERS Va HU 1 03 wurre tv e a0 3 kuke Ar 11 amu l 11 mse i E Settings My Zompute EEN 723 Mall TE FTW GREW unas So twars tex mize ddes AMEP Iure Figure 12 11 Registry Settings that Enable Popup Messages for Incoming Calls ACT ACT supports calling party information by activating the contact for incoming calls of configured contacts To add TAPI support to ACT
23. Arca Call Handing Cal Log Cal Device Access Pokey Instant messaging Messages Messages Comtimatons Nolication Pooperce Toolbar Softphone ACD and Operator Sy 1 When active on a call as an ACD agent ce operator become Busy ar user When actye on a call as a user become Not Avaliable as an ACD agert or operator Make my presences ss an operator or member of an ACD group Not Ayadable when m h change my uset presence 10 Asta gt ar Lunch Be Fight Bach lA Appear Difire y ena peta D Ina Meelrg O AI Selected ACD Groups 30 Wien up time seconds Calback notiicaton vendo F Pop up notification toe call back sequects Arao Paranetots KE Supervwor Figure 8 10 ACD and Operator Preferences panel When Active on a call as an ACD agent or operator become busy as user MXIE declares a presence state for your role as a User and a presence state for your role as an operator ACD agent or hunt group agent When you select this checkbox your user role presence changes to Busy whenever you accept a call in your role as an agent or operator The user role returns to the Available presence state after the completion of the call or in the case of an ACD or hunt group agent the completion of the wrap up state When Active on a call as a user become NA as an ACD agent or operator MXIE declares a presence state for your role as a User and a presence state for your role as an operator ACD a
24. Calls sent to queue overflow This parameter lists the number of calls that were received by the ACD group when the queue was full These calls were either forwarded sent to voice mail or disconnect as specified by the system administrator 83 MXIE User s Manual Total talk time This parameter lists the cumulative talk time of all ACD agents since the daily reset Average talk time This parameter lists the average time per call since the daily reset Maximum wait time This parameter lists the maximum time that a caller waited to talk to an ACD agent before the call was either answered by the agent or terminated by the caller Average wait time for answered calls This parameter lists the average time for all calls answered by an ACD agent that a caller had to wait before talking to that agent Average wait time for abandoned calls This parameter lists the average time for all abandoned calls that a caller waited for an agent before terminating the call Average Wait Time for all calls Inbound callback requests from customers This parameter lists the number of callers that have requested callbacks since the daily reset Successful callback requests made by agents Unsuccessful callback requests made by agents Average hold time Maximum hold time e Total hold time 7 3 3 5 Agent Statistics The Agent Statistics panel is an Inbound Call Center feature that displays the current and cumulative ac
25. Confirm new password fields are not identical if the proposed password is shorter than the minimum password length or violates other password restrictions Contact your system administrator if you have problems changing your password or if you forget your password Press the Cancel button to keep your current password and exit this window Application Preferences The Application Preferences panel shown in figure 2 6 controls startup termination and display aspects of the MXIE window To open the Application Preferences panel open the User Preferences window by selecting File Preferences from the main menu then select Application in the panel directory Appendix A starting on page 167 describes all user preference panels Application This section controls the manner that your operating system interacts with the MXIE window MXIE User s Manual 2 6 2 2 6 3 User Preferences ALD and Operator Address Book Application Delad Action el Stay e system tay Shown Properes gt Sort Order SECON aOR Fl Stay on top Sopbc stron t Cal Handing Pop up notifications Cat Log 5 Display unii click on the pop up to close Cols Device Access Poboy Instant messaging 7 Messages Messages Conlematons Notification Presence Toolbar Saltphone Mad Parameters Sounds Supervisor Launch al startup Display for seconds Figure 2 6 Application Preferences panel Stay in System Tray When this option is set
26. Each data sheet must have the same name as an Inbound Call Center group Figure 7 15 displays an Excel file with two data sheets Marketing and Iech Support these names correspond to Inbound Call Center groups named Sales and Tech_Support The Excel file must contain one data sheet for each Inbound Call Center group that is represented in the Wallboard Each data sheet is formatted as follows Column A receives the data from Excel and uses General number format Column B contains the name of the parameter for the data received in the corresponding row in column A Rows in this column must list the parameters in the following order Total number of calls in queue Maximum number of calls in queue at one time Outbound calls connected Calls answered Calls transferred to voice mail Total callback requests Calls abandoned from queue Calls sent to queue overflow Total talk time Average talk time Maximum wait time Average wait time for answered calls Average wait time for abandoned calls Average wait time for all calls 86 7 Operators and ACDs ES Microsoft Excel Wallboard Presence WW Fle E Yew Insert Format Took Data Window Heb C28 e D gt B D Total number of calls in queue 0 Maxirnum number of calls in queue at one time D Outbound calls connected 0 Calls answered 0 Calls transferred to voice mail D Total callback requests D Calls abandoned from queue D Calls sent to queue overflow O Total talk t
27. Number 1 17 2006 4 0248 PM 13984241000 13984241000 7 17 2006 33257 PM Bonres Hopkins 2496 7 17 2006 2 56 01 Pm Frances Young Frances Young 7 17 2006 22231 PM Adam Perce Adam Pete 7 17 2006 1 47 13984241000 7 17 2006 1 14 E il a 1 Business Phone 2504 7 17 2006 108 Cue 2 SIP Address Dana Thomas camplecamp com 3 Home Phone 13984216505 Figure 11 3 Log Functions Call or Call Back This option calls the address or number listed under the Number heading in the selected Log entry If the call entry is an inbound voice call this option is Call Back Call to This option lists all of the contact methods that are listed in the address book for the contact that the log entry references Click on one of the contact methods to place a call to the contact Copy This option copies all selected log records to the windows clipboard You can select records using standard Window edit procedures with your mouse and keyboard Select All This option selects all of the call log records 144 11 Logs 11 2 Add to Address Book Select this option to add the contact to the address book This option appears if the contact in the highlighted entry is not in the address book User Preferences ACD and Operator Addes Book Delaut Acton Shown Properties Sort Order Lopera Z ck ren Calls Device Access Pokey Conlamatons Notification Preverce Toolbar Sattphone Zoch Pararreters Sounds Supervinor Figu
28. Outlook 5 Take the SIP Device off hook 1 Acontact can have more that one number associated with it This sample only displays a single number for the contact 163 MXIE User s Manual 12 3 2 12 3 2 1 12 3 2 2 Contact Chris Huffman Forward 212 555 6756 Dialing from My Location Number to dia T 12125556756 Hep IT Dial as a toll call Close Figure 12 31 ACT Dialer After taking the SIP device off hook a timer window as shown in figure 12 32 will appear 00 00 04 Pause es Figure 12 32 ACT Call Timer 6 Terminating the call ACT does not support terminating calls You terminate calls by placing the SIP device on hook Hold and Transfer is not directly supported by ACT With MXIE these features can be used with ACT Receiving Incoming Calls Outlook Outlook does not support the use of TAPI for receiving calls Maximizer Maximizer supports a popup message for incoming calls of configured contacts if you open MXIE and bind it to a device prior to opening Maximizer See section 12 2 3 2 on page 152 for configuring Maximizer for incoming calls When an incoming call is received from a configured contact a pop window as shown in figure 12 33 will be displayed You cannot answer the call using Maximizer You have to take the bound device off hook 164 12 TAPI E Incoming Call xl 4083903242 Ma Matches found Ringing eso a TF
29. Replace duplicates with items imported Records from the source file that have the same name as an address book contact will replace the contents of the address book contact Allow duplicates to be created Records from the source file that have the same name as an address book contact are used to create a new address book contact Do not import duplicate items Records from the source file that have the same name as an address book contact are discarded 111 MXIE User s Manual Local Address Book Import Fie nyae C Documents and Setting vane newsome My Documents SampleCo csy Browee impor corens Replace dupkcates with items imported Allow dupboastes to be created O Do not mpor dupbcate deme CES Ces Figure 9 10 Address Book Import Select Source File Press Next to enter the next panel 9 4 2 Map MX User Properties to Source Fields This panel defines the source and content of the Address List contact properties for the imported contacts Figure 9 11 displays the panel that configures these properties Local Address Book Import Map MX uses properties to sowce fields Mi User Property Property Source ES Tast lt Frst Name Las None Maddie Fast Name Last Last Hara Phone Full Name zember eg E mad Address Company Phore gt Job Tithe Business Department Mabie Age Home SIP Fest Name gt lt Lart Nane gt Goaler Fax 366 7691551 Y a Ces Figure 9 11 Address Book Im
30. SIP device to initiate a voice call over the Mx 1 The term device is used rather than phone Devices can be for example PCs video equipment and PDAs In most in stances the device is a phone but throughout this chapter the term device is used for generality 41 MXIE User s Manual 5 2 1 5 2 1 1 5 2 1 2 5 2 1 3 Device Management A SIP device must be connected to and registered with the MX to access system resources Users can connect any SIP based product to the network and register it with the MX without action on the part of the administrator Communication sessions can be initiated from any device that is registered with the MX Devices are categorized as Managed or Unmanaged based on their method of registration with the system Managed Devices The MX maintains a database for tracking individual SIP devices A Managed Device is a SIP device that is defined within the MX device database The MX assigns a unique device ID to each managed device Contact your system administrator to add a SIP device to the device database assign a device ID to the device and to obtain a list of managed devices that you can access After a managed device is defined the system administrator can assign that device to any MX user You can restrict access to devices assigned to you through the preference window as described in section 5 2 5 Unmanaged Devices An unmanaged device is a device that is connected to the MX
31. When you press the OK button MXIE initiates the conference action by lighting one call appearance on your phone for each participant that you request then rings your phone to initiate the calling sequence 3 Take your phone off hook MXIE then calls the first person in your conference list 4 After the first person answers your call press the Conference button on your phone MXIE then calls the remaining people on your conference list and begins the conference call During the Call MXIE can perform call control functions on calls that arrive on any device that you can access regardless of whether it is bound to the MXIE instance The following are a list of operations that you can perform during an active call Hold The Hold function allows you maintain the state of a call but suspend the conversation When you place a call on hold the other person hears music you and the other person cannot hear each other To resume the conversation you must retrieve the call from the same phone that you used to place the call on hold If you want to retrieve the conversation from a different phone use the Park function instead Figure 5 11 displays session blocks for a normal call and for a call on hold Bonnie Hapkine 0004 volca Call In progress PIA Sesdur Bluck lanme I lapkins rw Voice Call an hold Z Un Hold E D Session Block Figure 5 11 Call Hold Session Blocks To place a conversation on hold from MXIE perform one of the following
32. as a User When a caller dials your extension or user ID all devices that fit these descriptions are alerted and a session block is displayed on MXIE indicating the incoming phone number and if available the name of the caller Ringing voice calls appear in your session list as session blocks as shown in figure 5 6 Ee Figure 5 6 Ringing Phone Session block The Call Handling Plan defines the method of handling incoming calls on the basis of your call handling status the presence state call source time of day day of week and date of call The rules that make up the Call Handling Plan can reject or route calls that you do not answer To answer a voice call SIP Device take one of your ringing devices off hook Session List click the right mouse button over the ringing session block and select Answer Session List if visible click on the answer button in the ringing session block as shown in figure 5 6 When you answer a voice call the remaining devices become inactive and the MXIE session block displays the name or number of the caller the elapsed time of the call and if enabled session control icons 49 MXIE User s Manual 5 3 3 2 To reject a call perform one of the following actions Session List click the right mouse button over the ringing session block and select Disconnect Keyboard type D or di To send a call directly to voice mail perform one of the following actions
33. as described in section 8 5 3 on page 100 Wrap up time Wrap up time is the period following a phone call that allows an agent to finish any notes or data entry tasks before taking the next call After completing a call an agent progresses from the Busy state to the Wrap Up state The MX does not route calls to agents that are in the Wrap Up state This parameter configures your wrap up time period for all groups to which you are assigned as an agent At the expiry of the Wrap Up time the agent presence returns to the Available state Presence Toolbar Preferences The Toolbar Preferences panel shown in figure 8 11 controls the appearance of the presence toolbar To access the Toolbar Preferences panel open the User Preferences window by selecting File Preferences from the main menu then select Toolbar in the panel directory User Preferences ACD and Operator Address Book Presence tocar Delak Acton Y Show tobas Shown Properes Sort Order Dancers ze Paraeird Tes Aoperance Asoke Kavite RS Not zeigt A Buy Ath Cal Handing BC de inaMecting Be Rigt Back A zogen Dies 49 00 Up Cole tail ohn A Device Access Pokey Instant messaging O Show Al Sglected Contimnatons Hate Presence Softphone Arabo Paranneters Soares Supervitor Figure 8 11 Presence Toolbar Preferences panel Select Show toolbar to display the Presence bar on the MXIE User Interface All other presence toolbar
34. att el gt 1 Mera 2 Extemal messaging Location Delai OF Figure 4 1 Role Panel External Messaging enabled Activating External Messaging Activating external messaging connects your MXIE instance to the MX jabber server The activation status of an account persists regardless of whether you are logged into MXIE or if external messaging is enabled your account Once external messaging is activated for a MXIE account it does not have to be reactivated even after closing and reopening MXIE or disabling then enabling external messaging To activate External Messaging L Open the External Messaging Preferences panel by clicking on the External Messaging icon on the Status Bar see section 3 1 8 on page 21 or selecting File Preferences from the main menu then selecting External Messaging in the panel directory 28 4 Text Messaging 4 2 2 3 If External Messaging has not been activated MXIE displays the preference panel shown in figure 4 2 If the panel is not empty External Messaging was previously activated If External Messaging is not available in the panel directory External Messaging was not enabled as described in section 4 2 2 1 User Preferences Address Book Default Action Shown Properties Sort Order Appearance Application Call Handling Call Log Calls Device Access Policy External Messaging is inactive Instant messaging Messages Messages Confirmations Notification Presence Toolbar Sof
35. available presence states for the active role as designated in the session list You can change your presence state by pressing a presence icon The Presence bar also indicates your presence state with a depressed icon if that icon is displayed on the bar The list of available presence states depends on the active role as described in section 3 1 4 1 Chapter 8 starting on page 89 describes the MX implementation of presence including a definition of presence states the availability of the different states to each user role and instructions for customizing the presence bar Session List The Session List is the MXIE user interface area that displays your open communication sessions as shown in figure 3 1 Each session list is separated into role partitions which in turn list the session blocks that represent open communication sessions In addition to using the mouse to perform drag and drop operations you can perform session control operations through keyboard shortcuts hot keys or session control buttons Role Partitions The number of role partitions in the session list depends on the role options selected when logging into MXIE as described in section 2 3 2 on page 7 If you login only as an individual user as shown in figure 3 3 the session list appears as a single partition without a partition header If you select the any of the group roles listed below Janie Newsome in this example when logging into MXIE as shown in figur
36. bar as shown in figure 3 12 Refer to chapter 8 starting on page 89 for information concerning presence and presence states and section 8 2 2 5 on page 93 for details about changing your presence state Appearance Preferences The Appearance Preferences panel shown in figure 3 13 controls the appearance of MXIE window components This panel is available to only users that log into MXIE as an operator hunt group agent ACD agent or Inbound Call Center agent User Preferences ACD and Operator Address Book Appearance Delad Action 3 5 Use system tort Shown Properes ES Sort Order O Use this koet Use color scheme Device Access Poboy Extemal messaging Instant messaging Messages Messages Confirmations Notification Presence Toolbar Softphone Aude Parameters Sounds Figure 3 13 Appearance Preferences panel 22 3 MXIE Window 3 3 3 3 1 To access the Appearance Preferences panel open the User Preferences window by selecting File Preferences from the main menu then select Appearance in the panel directory Use Windows font Select this radio button to use the Microsoft Windows desktop font for all MXIE text including the session control blocks and the buddy list You can change this font from Window s Display Properties panel by right clicking the mouse on an unused region of the windows user interface and selecting Properties from the menu Font settings are located on the Appearance tab of thi
37. capacity of your voice mail inbox Maximum message length limits the duration of each message that you receive Callers are alerted with an audio signal when they are about to exceed this limit Maximum greeting length limits the duration of your user greeting Contact your system administrator to adjust these settings Automatic Call Recording Window The Automatic Call Recording window as shown in figure 10 9 displays the calls that were automatically saved to which you have authorization to manage or play To access the Automatic Call Recording window select View Auto Call Recordings from the main menu Rights to view this window are granted by an administrator through the MX Administrator User Interface as follows Users assigned to a Call Recording profile that allows access to all user calls that are automatically recorded are authorized to manage or play any or all of the following Personal User recordings Operator and ACD Group recordings Emergency recordings 128 10 Voice Mail Faxes and Call Recordings Voice Mail Settings Figure 10 8 Voice Mail Limitations Individual ICC group members including supervisors are granted or denied access to group automatic recordings from the Admin User Interface Each member can be authorized to view only their recordings or all group recordings ex Automatic call recording Bonnte Hopkins 12 1 2 252 CI Ben 07 50 2006 jiza Di
38. double click the header of the partition Session Blocks Each session block in the session list represents an open MX session A session block displays the name of the other session participant the session type and the duration of the session In figure 3 4 the Janie Newsome user role partition contains a session block for a voice call with Charlie Smith Voice call session blocks appear in the partition of the role that is servicing the call Figure 3 5 displays four session block examples Session block 1 represents a voice call to a phone that is external to the MX Session block 2 represents a voice call to an internal user that is on hold Session blocks with a blue background are denoted as current sessions In this example block 2 is not current indicating that although the voice call is still active the user is performing a MXIE function with another session MXIE always designates one session block as active To activate a session block click the mouse within the block gt Ext eat Y28104 La dE na A Brnric Fork ne 07 16 A On Hok T 2 gt Chailic Smith 07 42 K 8 S Lharlte Smith 1 142 tl Figure 3 5 Session Block examples Session blocks 3 and 4 represent the same chat session that has been active for 42 seconds Session control block 3 uses large icons on the left side of the block and session control buttons on the right side of the block You configure the icon type and the use of session contro
39. e aii ws da 111 114 local file location 107 MXIE panel 0 08 103 preference panel 106 preferences 106 110 EE ER A Niege en 107 text messaging information 110 EE 103 address of record 55 42 administrator profile 177 administrator Administrator UI 3 177 Advanced ACD see Inbound Call Center Agent ei ni eaves bein 71 agent call intervention 76 agent monitor oocccoccooococnccco 76 agent presence summary 77 AIM external messaging 29 always on top address book 107 analog line ZIP4x5 ooocoocoooooo 25 answer HOEKEN dee ee hehehe ws ah 16 ICON EE 16 appear offline state 91 appearance preferences 22 Apple operating system 4 application preferences 9 atlunchistate io scarce rca 90 attended transfer 56 179 audio drivers MXIE settings o ooooooooo 26 Softphone demini SN 62 audio output preferences 26 auto attendant greeting mail box group 04 117 mail box user 0000005 116 POCO IB oa ie resina dorar odo 128 automatic call distribution 177 Automatic Call Recording window 128 131 automatic call recordings 119 available state ACDSee 92 Hunt group agent 92 Inbound Call Center agen
40. eee eee eee 151 12 3 Establishing Calls 0 0 cece 155 DS PACU CANS AAA O Oe eh eet 155 12 3 2 Receiving Incoming Calls cia id Neate onesies 164 Appendix A User Preferences 167 A T Introduction cocida tee eed eee EEN EEN el dE SS 167 A 2 Panel Director Y iii A 167 A 3 Preference Panels 00 cece eee eee o 168 Appendix B System Files 171 B 1 INtOGUCHON icono EE e 171 B 2 File Descriptions carios daras Aer Aere eg 171 B 2 1 Initialization and Settings cidad a a Wa 171 B 2 2 Address Book Ee er ee A A 171 B 2 3 Voce Male o at a lt a oaks hoe ot e 172 B 2 4 Chat Text Files A n e haere eee Latins AA 172 B 2 5 Instant Message Files gt als apelan WG ei 172 Appendix C User Lookup Panels 173 vi Contents C 1 User Lookup Contacts ENER EE tain cea es 173 C 2 User Lookup Recipient 0000 c cece eee eee 174 Appendix D Glossary 177 Index 181 vii MXIE User s Manual viii Chapter 1 Introduction 1 1 MXIE Features MXIE Media Exchange Interface for End Users pronounced mix ee is the software interface that provides access to MX250 and MX30 services and resources by system users MXIE is a single interface that is used regardless whether you are logging in as an individual or an operator ACD hunt group or Inbound Call Center agent MXIE s graphical user interface allows you to efficiently manage your voice call sessions send and receive instant
41. fields for each group and user defined in the system The list provides two columns for reporting the presence of each user within their roles as a user operator ACD agent and hunt group agent The MXIE window in figure 3 8 displays a buddy list for an active operator role To change the display order of buddy list columns drag and drop the column header into the desired location To add or remove a column from the list right click on the column header Users cannot be added or deleted from the operator role buddy list When an agent or supervisor role is active the buddy list contains all of the agents of the group Agents that are logged into the group are listed at the top of the buddy list and their names appear in normal typeface Agents that are logged into MXIE but are not logged into the group appear toward the bottom of the list their names appear in grey and the presence icons indicates the presence state of the agent within their roles as users Agent buddy list contents cannot be edited Agents cannot block their presence state from other agents of the group The agent group buddy list is similar in appearance to the user role buddy list To select a buddy highlight the buddy list entry by clicking your mouse on the buddy 17 MXIE User s Manual 3 1 5 2 MXIE User Janke Newsome if 3 Dt A A A A K A KA AA A K NA A K KK AS KA KK AK AJA KR i Figure 3 8 Buddy List Operator r
42. file MXIE converts it to TIFF before sending it as a fax To access the MXIE Fax Wizard perform one of the following Main Menu select Actions Send a Fax Buddy List right click on the recipient s icon The MXIE Fax Wizard comprises four component panels You access these panels sequentially to specify the file that you are faxing the recipients of the fax and the time when the MX will send the fax The name of the component panel is listed in the upper left corner of the panel directly below the title banner To cancel the fax transmission press the Cancel button from any of the component panels 132 10 Voice Mail Faxes and Call Recordings 10 6 2 1 10 6 2 2 File Selection The File Selection panel specifies the name of the file that you intend to fax The MX file server supports the transmission of TIFF files Fax Messages describes the MXIE tool that converts your text documents and other files into TIFF format MXIE displays the File Selection panel as shown in figure 10 12 when you open the MXIE Fax Wizard MXIE Fax Wizard Janie Newsome Documert name Request tee Intomaron Vestcaton Fax ble name C Documerts and Settings janie newsome My Documerts Request bmp Baowse Figure 10 12 MXIE Fax Wizard File Selection To specify the file to be faxed either enter the name in the Fax File Name data entry box or press the Browse button to select the file from your local drive or network Yo
43. message Each Time I receive a new message Select this option to send a notification message if you do not save or delete anew voice message or fax within a specified period after you receive it You specify the period by selecting the Message is Older Than option in the Check Conditions section of the panel if you do not configure this period the MX sends a notification message immediately after you receive a voice message or fax that triggers the rule With an aggregated notification at a regular interval Select this option to send notification messages at a specified interval if you have one or more new messages in your voice mailbox You specify the period by selecting the Notification Interval option in the Check Conditions section of the panel Send Notification By This section determines the method that the MX uses to send the notification message to you MXIE supports only e mail for notification messages at this time When you select this option the Rule Description section prompts you for an e mail address 139 MXIE User s Manual 10 7 2 4 10 7 2 5 Attach Message When this option is selected notification messages sent to the specified e mail address will include the voice message or fax as an attachment Filtering Conditions Filtering conditions specify additional criteria under which a triggered message is managed by the rule The MX applies a notification rule to a call only if all selected triggeri
44. messaging applications AIM America Online MSN Microsoft Network Yahoo ICQ Text message exchanges sent over MXIE use a message window that provides areas for typing new messages and viewing received messages Text messages do not require the establishment of a session and are sent regardless of the response of the intended recipient As such text messaging is similar to sending e mail This chapter presents the following topics configuring external messaging a description of the message window that sends and receives text messages sending and receiving text messages setting up preferences for text messages Configuring Text Messaging Text messages can be sent and received through a MXIE account only if that accountis authorized for instant or external messages Sending external messages through MXIE requires an initial configuration process to like a MXIE account to a specific external messaging application Instant messaging requires no MXIE configuration process after an account has been granted authorization This section describes the system requirements for external messaging and the procedure for configuring external messaging from a MXIE account 27 MXIE User s Manual 4 2 1 4 2 2 4 2 2 1 4 2 2 2 Authorizing Text Messaging Text messaging is authorized for MX accounts from the Administrator User Interface Instant messaging is authorized separately from external mess
45. number is configured by the system administrator and may contain a maximum of eight digits All parking numbers generated by the MX begin with the park server extension 56 5 Voice Calls 5 3 6 6 JE Bonnie Hopkins 2 Cather been parked wn IDTE Jo totneye it by phone dial 25918 Figure 5 15 Parking Number Notification The two digit call code is identical to the last two digits of the parking number This code identifies the individual parked call If the parked call is not retrieved within a specified period the MX will return the call to you This specified period is configured by the system administrator Pickup To pickup a parked call perform one of the following actions Toolbar Press the Pickup icon to display the Parking panel MXIE accounts authorized to view all parked calls displays the panel shown in figure 5 16 otherwise the Parking panel displays only the Enter Park ID to pickup call data entry field To pickup the parked call that generated the panel in figure 5 15 enter 18 in the Pickup entry box as shown in figure 5 16 Parking Enter paik 1D to peckup cal 18 Paik ID Caller Service 17 3984921274 t Sales 18 Tech Geet 3984912445 3987045698 Figure 5 16 Parking Pickup Panel Toolbar Press the Voice Call icon and enter the park number for the call as shown in figure 5 17 Figure 5 17 Picking Up a Parked Call from the Voice Call Entry Box Main Menu Select Actio
46. of the Text Message History panel provides options that specify the messages displayed in the text area The drop down menu in the upper left corner filters the displayed messages by the day they were sent or received The filter button accesses a panel that filters the messages by the contact that sent or received the message One or more users are selected from the panel that is generated by pressing the filter button 35 MXIE User s Manual 4 5 4 5 1 Text Message History for Jante Newsome le all SS 2006 07 07 Fri Y DI he At 11 01 01 To Kelvin Mason Whal i your agenda for lhe nex week Ar 11 02 10 From Kelvin Mason Um lamang tonight for the sales conference out on the east coast should be back in the office by Feder morning At 11 04 24 To Kelvin Mason OK need to review these projections with your foe my management report Ar 11 05 05 Fico Kelvin Mason can meet wath you right alter inch for an hour Wil that work for pou At 11 05 30 To Kelvin Mason Great Hl see you then Ab 11 15 14 From Gina Rollins Are mlerestad in gorig out to Linch At 11 16 51 To Gina Rollins Sony can have meetings all afternoon H be eating n while l m Freck my reports Ar 11 17 05 Pon Gina Rollins Dk Maybe tomorow At 11 17 13 To Gina Rollins Swe Figure 4 9 Text Message History panel The buttons on the right side of the toolbar scroll through the daily list of messages Pressing
47. panel lists all Address Book user properties You select the properties that are displayed for the contacts in your address books by placing check marks in the desired boxes 108 9 Address Book 9 2 4 Figure 9 6 Figure 9 7 User Preferences ACD and Operator Addes Book Dela Acton Device Access Pobcy Inetant metsagng Messages Messages User Preferences ACD and Operator Address Book Delad Action Shown Properties Appraise Agpbcoton Call Handing Call Log Cats Device Access Pokey Instant messaging Messages Messages Confemations Notification Presence Toon Saltphone Aude Parameters Sounds Supera Shown enty properes Busmess D Comey O Ena O Emsi D Fax D Fax DIO E Fen O Fid None O Home D Home Mi KR Lat O Mobile E sip D Voice DID Address Book Settings Shown Entry Properties panel Sort Order panel The Sort Order panel shown in figure 9 7 the order that Address Book contact records are displayed To access this panel select Sort Order from the User Preferences window Address Book Settings Sort Order panel This panel determines the order that Address Book contact records are displayed Each address book user property as displayed in the Shown Entry Properties panel including properties not selected for display in the Address Book can be a sort key 109 MXIE User s Manual 9 3 Sort By The Sort By entry box specifies the first sort key The rad
48. phone state Operator er n er E rro 91 O INER 91 opening new MXIE instance 7 operating system requirements 3 183 MXIE User s Manual operator buddy list ooo o definition presence configuration presence rules presence states role role partition operator group definition Outlook initiating voice calls 1 TAPI support 1 version supported P panels see MXIE panels park definition hot key voice call password changing definition mail box group mail box user PC requirements personal mail folder phone numbers pickup definition icon picking up a call play panel pointing device requirements pop up notifications popup screen 006 precedence rank preferences see user preferences presence address book configuring definition displaying external contacts global glossary icons implementation preferences viewing presence alert change from buddy list description presence bar definition load indicator MXIE location 55 158 51 152 148 presence rules ooooococccocooo o 93 ACD agents ocoococccocccconccoc 93 configuring eee eee 97 definition 178 hunt group agents 93 Inbound Call Center agents 93 manual state transitions 93 Operators Siar he ir ee SY 93 USCIS 2 re dai 92 presence
49. point and click operation Chapter 9 starting on page 103 describes the MXIE address book Message Window The MXIE Message window displays a list of the voice and fax messages received by your MX user account You can play your voice messages view your faxes and organize all of your messages through the message window Chapter 10 starting on page 115 describes the MXIE Message window MX Accounts An MX User Account uniquely identifies a user to the MX and defines the access rights to system resources for that user Access rights are granted through the assignment of roles The MX user account determines the roles that the user is authorized to accept The user determines which roles will be active during a MXIE session when logging onto MXIE as explained in section 2 3 on page 6 The MX defines six role types Users Operators ACD Agents Inbound Call Center agents Hunt Group agents and Administrators Users The User role provides access to basic MX resources including voice mail When an account owner logs onto MXIE the User role for that account is always available 1 Introduction 1 2 2 1 2 3 1 2 4 1 2 5 1 2 6 1 3 The system administrator assigns a user profile to each MX account User profiles enable voice mail usage permit the registration of unmanaged devices provide access to MXIE and set the minimum length of the user s password Many MXIE functions and preferences allow viewing right
50. recording Users that are permitted to record phone calls are also allowed to record calls within their role as an operator Users cannot record phone calls in their roles as basic ACD or Hunt Group agents regardless of the software licenses installed in your system Inbound Call Center agents can record phone calls within their role as an Inbound Call Center agent as permitted by the system administrator Recorded calls are stored in the agent zs user mail box and is counted against the user s voice mail capacity allotment The Call Recording software license is not required for an Inbound Call Center agent to record calls To record a voice call the RTP stream that carries the conversation must be handled by the MX system Calls between two devices that are both on the same MX system may be set up by the system such that the audio stream flows directly between the devices and bypasses the MX These calls cannot be recorded by the MX Calls are only recorded in their entirety Partial calls cannot be recorded MXIE roles that are permitted to record calls will display a recording icon on the right side of voice call session blocks for calls that can be recorded as shown in figure 5 12 To record a call perform one of the following actions Session List press the Call Recording Button Session List right click the mouse while the pointer is in the session block of the call and select Record and Save Call 54 5 Voice Calls
51. session list Buddy List Select a user click the right mouse button then select the Make a Call option specifying the number or address that you wish to call Address Book Drag and drop a contact name into the session list Address book Click the right mouse button over a contact and select the Make a Call option Call Log Click the right mouse button over a contact and select Call Back from the menu To place the voice call take the SIP device off hook after performing one of the listed dialling actions After entering the contact information the user interface displays a session block on the MXIE User Interface similar to the blocks in figure 5 5 The top block is displayed after dialling the contact and before taking the SIP device off hook The second block is displayed after taking the device off hook and before the call is answered The bottom block is displayed during the phone conversation 48 5 Voice Calls 5 3 3 5 3 3 1 Voire Call Initiating Sesslan Block Dulbuund Call Ringing Session Ulock Incoming Call Ringing 3 Sesslan Block S VYuice Call in pi ugress Session Marck Figure 5 5 Voice Call Session Blocks Receiving a Voice Call You can receive a voice call through any of the following devices a managed device bound to your MXIE instance a managed device assigned to your user account through the MX administrator a registered contact Receiving a Voice Call
52. setting Select any of the following checkboxes to allow users to view your presence All This option allows all MX users to view your presence state When this checkbox is selected all other checkboxes are unavailable for selection Those matching my profile This option allows all other MX users that have the same User Profile assignment as yours to view your presence see section 1 2 1 on page 2 for a description of user profiles Contact your system administrator to determine which users have the same profile assignment as yours Buddies This option allows anyone in your buddy list to view your presence state List This option allows everyone in the list at the bottom of the panel to view your presence state To add users to this list drag and drop contact entries from the address book To delete a user from this list highlight the user s name and type the delete button on your keyboard 98 8 Presence 8 5 2 8 5 2 1 8 5 2 2 8 5 2 3 ACD and Operator Preferences The ACD and Operator Preferences panel shown in figure 8 10 configures presence rules for MXIE users when acting within their roles as operators ACD agents and hunt group agents To open the ACD and Operator Preferences panel open the User Preferences window by selecting File Preferences from the main menu then select ACD and Operators in the panel directory User Preferences Address Book Dela A Acton Shown Properties Soet Onder opere
53. states ACD agent narr 92 definition 89 178 hunt group agent 92 OPerators EELER SEENEN dees 91 US js ee ROA Pett es eR eae 90 presence status location on MXIE window 22 MENU A Sake 94 status bar ocoooooccocoococcoo 95 presence toolbar preferences 100 private voice messages 117 processor requirements 3 profile definition 179 Q queues call 0 2 0 6 ues uta eee eee 75 FAN danos e 67 receiving a text message 35 receiving a voice call 49 recording auto attendant greeting 128 recording user greeting 127 registered contact 42 179 reject call hotkey 16 removing a buddy 19 removing a buddy group 19 replying to voice messages 125 requirements DC 3 retrieve ICON 16 role ACD agent 00 eee 3 8 buddy list contents 95 CHANGING NEE SE se asia ee 8 definition ii 179 TOUP cso ewes Seeded ns 8 hunt group agent 3 8 Inbound Call Center agent 3 8 MXIE panel 0 000 7 Operator coco io id 3 8 MI nds ad TE ob Qf role partitions 13 179 S saved fax Messages 0 o oooococoocmo 118 saved voice Messages 117 saving fax Messages ooooooooooo 126 saving voice messages oooooooo 126 s
54. such as the dial string to the Telephony Service Provider TSP The TSP has a line which is a virtual device used to communicate with external applications or devices Zultys provides a TSP called MX Telephony Service Provider that needs to be added to the PC and a line Zultys MX Line that needs to be configured on the TAPI application A logical representation of the TAPI architecture is shown in figure 12 1 Telephony Telephony Telephony Application Application Application Application Outlook Maximizer ACT TAPI TAPI Implementation TAPI32 DLL Microsoft Windows TPSI Telephony Service MX Provider MX1200 Figure 12 1 TAPI Architecture 147 MXIE User s Manual When you install MXIE the program automatically installs the TSP and makes the Zultys MX Line available To use the TAPI interface you must run the MXIE first so that the Zultys MX Line can interface with the MX1200 or MX250 12 1 2 CRM Applications Most CRM applications support TAPI for calling contacts from the application without having to manually enter the phone number using a telephone keypad There are additional features such as tracking calls creating journal entries and logging all calls Some CRM applications also support the presentation of calling party information popup screen activating contact information The following CRM applications have been tested with the MX Microsoft Outlook 2002 Maximizer
55. suspended on hold and answers the incoming call Figure 5 8 displays the session blocks shortly after the call is answered dam Fierze 0249 Bx On Hud m Evan Wayne 0225 g o Figure 5 8 Simultaneous voice calls MXIE manages multiple calls 51 MXIE User s Manual 5 3 4 2 5 3 5 Important You must always use MXIE to control multiple calls when For multiple incoming calls is set to Manage using MXIE for my bound device Attempting to directly use the phone to change your call appearance or to place a call on hold will usually result in disconnected phone calls Controlling Multiple Calls From Your Phone You can also manage multiple voice calls from the control panel of your SIP device This mode utilizes the call appearances on the device To configure MXIE to allow your phone to handle multiple calls set the For multiple incoming calls parameter to Manage using the phone on the Device Access Policy preferences window shown in figure 5 3 To initiate a voice call while engaged in one or more active voice call sessions place all calls not previously suspended on hold by using the hold button on the device select an unused call appearance on the device and dial the new contact MXIE displays a session control block for the new session and updates its status as you manage the call from the device You can also initiate the new call from MXIE as described in section 5 3 2 Incoming voice calls when one or more p
56. the MXIE instance is closed but not terminated when you press the Close X icon on the right side of the title bar upper right corner of window This allows you to re access MXIE by right clicking on the MXIE icon in the windows system tray in the bottom right corner of the Windows user interface You exit MXIE while in this mode by selecting File Exit from the main menu Launch at Windows Startup This option instructs the operating system to start MXIE whenever the Windows program is initiated Stay on Top This option forces the MXIE window to remain visible on the desktop whenever it is open and not minimized Pop up Notifications This section controls the appearance and removal of pop ups from the MXIE window Pop ups appear in the bottom right corner of your monitor to notify you of incoming voice calls service disruptions and other status changes Select Display until I click on the pop up to close it to retain pop ups on the MXIE window until you click the pop up close button Select Display for seconds to retain pop ups on the MXIE window for a specified period Enter the specified period in the data entry area Saving Changes to the Application Preferences panel Press the OK button to enable the changes to all User Preference panels and exit the window Press the Apply button to enable the changes to all User Preference panels without exiting the window Press the Cancel button to discard changes to all User Pr
57. the list See Callback for more information At that time the Next Dial Attempt parameter is blanked and the Callback Attempt is pending Last Dial Attempt This column specifies the time of the most recent callback attempt to the caller Last Result The agent that performs a callback attempt logs the result of that attempt in the Callback panel This column displays that result Made By This column lists the name of the agent that performed the most recent callback attempt Callback Monitor Parameters Supervisor panel The Supervisor Callback Monitor shown in figure 7 11 displays the callback request queue as shown to ACD agents a summary of ACD agent presence status and an icon menu for performing maintenance tasks on the list To access this panel select Supervisor Callback Monitor from the main menu or press the arrow located left of the Supervisor text on the partition header The Agent Presence Summary at the top section of the panel displays a presence summary of the agents of the Inbound Call Center group The load indicator bar located on the right side of this section is a graphic presence summary The green bar represents the percentage of agents that are available 81 MXIE User s Manual S Callback Monitor Sales K VAvilsble DONA Avadatde A 2 By A ZlooedOut gi STotal af 5 Cada cunrenty gue MT 2 Pondng callback requests 2 Scheduled callback requests 4 Callhack moues total Cal lo Request e New
58. tigger A epee 63 see io oath cares in 86 External IM Book directory 104 external message ACABE ti Cure ad odode 28 definition 1 27 enabling eriti okai 8 28 preferences 0005 36 39 registering transport account 29 see also text message external messaging address entry 110 external messaging status 22 external presence 0000 89 F fax message content 118 MXIE window indicator 20 send from buddy group 19 send from buddy list 19 sending with fax printer 136 sending with fax wizard 132 134 see also messages fax messages description ooooooooooorooooo 118 message folder 122 New Status pa eek 118 saved status 0 00008 118 SAVING cts lisse rita nie 126 VICWING ks viet ewe EE 125 fax printer description 135 136 installing printer driver 135 fax sending file selection 133 recipient selection 133 scheduling 134 summary information 134 filename format text message 38 filter button Text Message History 35 filtering conditions 65 focus preference irrena ene rent i 24 font preference vies cence raro ot 22 format contacts 0 ee eee 47 forwarding voice messages introductory comments 131 procedure elvis eeh ENAN 125 G global pr
59. to act as an operator ACD agent hunt group agent or Inbound Call Center agent your account is authorized for external messaging After completing the Role panel MXIE opens the User Interface window described in Chapter 3 starting on page 11 If none of the Role panel criteria are met MXIE immediately opens the User Interface window without opening the Role panel Contact your system administrator if you are unable to log into MXIE 2 Getting Started MXIE User Login 10116030 DF j Cancel Enchch Figure 2 2 MXIE User Login panel 2 3 1 1 Opening a New Instance After logging into MXIE you can open another MXIE instance by selecting File New Instance from the main menu Opening additional MXIE instances permits one computer to access more than one MX user account user that is temporarily away from his or her computer can log on from a guest computer without terminating the MXIE sessions running on the guest computer 2 3 1 2 Accessing a MXIE Instance from another Computer The MX allows a user to run only one active MXIE instance at a time If you attempt to log on to MXIE from a second computer without closing your MXIE session on the first computer the system notifies you that it must close the first session to complete the login from the second computer 2 3 2 Role panel Your MX user account defines the roles for which you have authorization After you log into MXIE the Role panel shown in figure 2 3
60. to display only agents that are logged into MXIE When this option is not selected the panel displays all agents of the ACD group Agent List The Agent List is located below the Show Only Agents Logged In option Each row in the table lists one agent You can sort the list by clicking on the column header of the desired sort key All cumulative statistics are reset daily as configured from the MX Admin User Interface The following columns list the agent properties Extension This column displays the user extensions of the agents Name This column displays the user names of the agents Calls This column displays the number of calls that the agent has answered since the daily reset Average Talk Time This column displays the average time that the agent spent on each ACD call since the daily reset Total Talk Time This column displays the total time that the agent spent on ACD calls since the daily reset Average Wrapup Time Total Wrapup Time This column displays the total time that the agent spent in the wrap up state since the daily reset Average Hold Time Total Hold Time Callback Total Last Login This column displays the time when the agent most recently logged into the ACD group Last Logout Total Time This column displays the amount of time that the agent has been logged into the ACD group 7 3 4 Inbound Call Center Call Recording The Inbound Call Center license provides On Demand Call Recording
61. version 7 0 ACT version 6 0 e Goldmine version 6 0 The MX can operate with any CRM application that supports TAPI version 2 1 or above 121 3 TAPI and MX Integration TAPI fully integrates with the MX as a standard device would Calls can be made to the following devices and services SIP devices softphones automated attendant voice mail e PSTN devices All TAPI calls are reported as sessions and are recorded in the system CDR database 12 1 3 1 Maximum TAPI Sessions The MX supports one TAPI session per device The number of devices is limited by the number of users configured on the MX 1 Goldmine requires Cynergy CTI link to be TAPI compliant 2 For more information on CDR refer to the Administrators User s Manual 148 12 TAPI 12 1 4 12 2 12 2 1 12 2 2 TAPI and MXIE Integration TAPI interacts directly with MXIE MXIE and a bound device are required for TAPI to function with the MX MXIE handles all the messaging between Microsoft Windows and the SIP device This information is passed to the MX Configuration Application Installation Install the TAPI application you want to use with MXIE in accordance with the software supplier s documentation PC Configuration Before you can use TAPI for making calls the MX Telephony Service Provider needs to be added to the PC that has the TAPI enabled application installed 1 Ensure MXIE software is installed on your compu
62. window The new window contains one tab for each component message window Figure 4 7 displays a docked instant message window that contains four message panels The address bar lists the order in which the message panels were added to the docked window Instant message windows can be docked to External Message windows h IM with Adam Pierce Dana Thomas Fra Le R Adam Pers gt K Dana Thomas R Fiances Young xo K Mak Cotton 91353 AM 6 29 2006 Borre Hopkins saps Congratulations on your promobon 3 20 18 AM 6 29 2006 Mask Cotton says Thanks aporecsale your cuppoit over the past several monte 3 20 55 AM 6 29 2006 Bonnie Heck says When do you start at your new position 3 21 08 AM 6 29 2006 Mark Cotton A says Two weeks from Monday Figure 4 7 Docked Message window Docking a message window requires a drag and drop operation The upper left corner of figure 4 8 displays two message windows just before they are docked The size and relative location of the component message windows being docked has no effect on the docking process To dock two message windows 1 Click and hold the left mouse button while pointing the curser on the address bar of the window that will be moved into the docked window 2 While holding the left mouse button move the message window until the address bar is located within the address window of the docked window A light brown outline as shown on the panel in upper right corner of figur
63. 39 MXIE User s Manual 40 Chapter 5 Voice Calls 5 1 Introduction You can use MXIE to initiate and control the voice calls that you make through the MX Using MXIE to control your voice calls provides access to the following tools sixteen MX call appearances for handling simultaneous voice calls the MXIE User Interface that in addition to displaying the name of the other party and time elapsed information provides one button access to most call control features the MXIE Softphone that performs voice calls from your computer Call Handling Plans that manage your incoming calls Call Recording tools Presence tools that define call handling methods based upon your availability and the availability of other system users the address book and buddy list for organizing your contact numbers and automating the dialling process Call Logs that track your incoming outgoing and missed calls the voice mail manager for listening to sorting and organizing your voice mail This chapter describes the use of MXIE for performing voice call and includes discussions on SIP device management call handling rules voice mail management and managing your call sessions 5 2 Voice Call Devices Users can send and receive voice calls through any SIP device connected to and registered with the MX that supports voice communications This section discusses MX voice device management and the binding process that allows MXIE to use a
64. A EE 7 2 4 LANQUAQES caia a 8 2 5 Pass WOTAS ii A At A hee eae 9 2 6 Application Preferences 2 00 cee eee eee eee 9 ZO AAPP ier sk hess a Gt A leeds rs E 9 2 6 2 ee EE 10 2 6 3 Saving Changes to the Application Preferences panel 10 Chapter 3 MXIE Window 11 MXIE User s Manual Chapter 4 Chapter 5 3 1 COMPONGINS i iana i haua aah e E 11 SEH Mat AAA Ss Sancho ca Slade E a Muda a Geek A el ee deus 12 a 2 Toolbar casa sad EE 12 3 13 PRESS e OS A eS 13 RAS ESO AS a aa oda 13 Sor B ddy EE 17 3 1 6 Missed Call Indication 34 605 ow sinner ada sch cemyeaawe ten eacee 20 3 1 7 Message Indication A SA aaa Ate Ra eee 20 3 1 8 Status Bar da AA ak wean hg Same eet BR 21 3 2 Appearance breterences 22 3 3 Calls Preferences 200 22 ce cece eee eee eee eee 23 dl APPEARS EE 23 Bisse O EE 24 33 3 Call Attached Data eunice ise AAA E eh eee ane 24 IIA EE 25 3 4 Sounds Preferences EE 25 3 5 Audio Output Preterences cece eee ee eee 26 Text Messaging 27 4 1 INMWOGUCHON iria teenies ee ed eee A 27 4 2 Configuring Text Messaging cece ee eee 27 4 2 1 Authorizing Text Messaging 0 0 00 e cece eee eee 28 4 2 2 Configuring MXIE for External Messaging 28 4 3 Text Message Window o 31 4 3 1 Message Window Components 00 00 esanera 31 4 3 2 Using the Message Window eege ee Eege e 32 4 3 3 Docking Message Windows 33 4 4 Sending and Receiving Text Messages
65. B07535147 Ge 3 2206 AM 13 2005 11 43 59 AM 13 2106 11 3335 4M Huey BA Lor 1 EPA PPE Poe AM IN DIME 11 532 AM 7 13 06 117919 4M Bury Adam Paco Figure 7 10 Callback Monitor Agent panel Pending Callback Requests This parameter lists the number of callback requests that are ready to be attempted now The Next Dial Attempt for these callbacks is blank Scheduled Callback Requests This parameter lists the number of callback requests that are scheduled to be attempted at a future time The Next Dial Attempt parameter specifies the scheduled time Callback Requests Total This parameter lists the total of all callback requests this total is the sum of Pending Callback Requests and Scheduled Callback Requests Each row in the table lists one callback request The table lists the callback requests in the order in which they are scheduled to be attempted The following columns list the properties of that callback requests Call To This column identifies the caller ID of the individual that requested the callback Request Time This column lists the time that the caller requested the callback Next Dial Attempt This column specifies the time that the system will alert agents to perform the next callback attempt Callback requests remain in this list until an agent performs an attempt This parameter is blank for pending callback requests a pending callback request is presented to all available agents when it reaches the top of
66. Details Message Ignore Figure 12 33 Maximizer Incoming Call 12 32 33 ACT ACT supports incoming calls by activating the contact info for the incoming contact See section 12 2 3 3 on page 154 for configuring ACT for incoming calls When an incoming call is received from a configured contact ACT will activate the incoming contact There is no popup message 165 MXIE User s Manual 166 A 1 A 2 Appendix A User Preferences Introduction The User Preferences window as shown in figure A 1 configures MXIE appearance settings and other background parameters To access the User Preferences panel select File Preferences from the main menu User Preferences Address Book ACD and Operator Shown Propertes When achive on a cal as a user become Not Avadable as an ACD agert or operator Delad Acton g E 1 When active on a call as an ACD agent ce operator become Busy az user Wo Seat Ordes GM Auca Cal Handing Device Access Pokey External renge Instant messaging Message Messages Contimation Notification Presence Tool Softphone Mido Pararreters Sounds Supervace Figure A 1 Make my presence ss an operator of member of an ACD group Not Ayadable when m r change my usei presence to FE Not Avadable A Buw TAL at Lunch Be bn Bach A open Dike D Ine Meeting OAL C Selected ACD Groups 30 Wiap up time seconds Callback notilication vandow T Pop up
67. E O Bee 7 SCH C Send my DID mmber as the cales ID Figure 5 21 Call Rule Editor A call rule may simultaneously select the when I am using the phone and the no answer condition to block a call that is either received while you are in a voice call or is not answered This combination allows you to answer a call within a specified time whereas the Any Incoming Call condition is immediately triggered by an incoming call To select an event trigger mark the corresponding box with a check mark tick in the Call Rule Editor When you enable the No Answer trigger the Rule Description panel states Apply this rule when no answer After please specify seconds as shown in figure 5 22 To indicate the time that MXIE should wait before using this event to trigger the rule click anywhere in the underlined area and enter the time in the dialog panel Check events you want to apply Rule description Apply this rule When am using the phone pie am using the phone No answer or when no answer After please specify ae seconds A C Any incoming call Action forward to Please specify Figure 5 22 Call Rule Editor Event Triggers Figure 5 22 displays the Call Rule Editor when the when I am using the phone and the no answer conditions are selected If Any incoming call is selected the other two trigger options are greyed out not available and the Rule Description states Apply this rule for any inc
68. ESSages cuna cde Re Me Chae 123 size limitation 128 user box properties 116 voice mail directory description 121 123 voice mail folder directory structure 121 file management 123 Personal oii ete eae 122 personal folders 122 SYSTEM house he a 122 system folders 122 typeface definition 123 voice mail window description 120 128 voice mail sending procedure 0000 131 voice message sending from address book 106 from buddy group 19 from buddy list 19 185 MXIE User s Manual voice messages DOE sok pct be diatonic ad eaten 118 caller mark 117 description 117 118 external phone from 118 forwarding 00 00s 125 header 2 vie d fe ible monte wee ee 118 internal device from 118 new status ic mia le 117 nee BEE 117 playback oooooooooooooo 124 131 Private cios 117 replying to oooocoocoocoocoo 125 saved status 117 SAVING rain rra 126 UBEDA 117 voice recorder 131 132 Ww wallboard 86 WAV file location 26 Windows operating system 4 workstation location 8 wrap up state 6 eee eee eee 100 ACD agent er i tina tlie wa tenn ent 92 Inbound Call Center agent 92 wrap uptime 008 91 98 Y Yahoo external me
69. HS ales K Adam Pierce IK Charla Smith K Dana Thomas A Evan Wayne A Frances Young Message EN You h 5 z View gy You have 5 new voice messages l icon z Rewind Forward Play Hannah Poulson 6 28 2006 9 37 53 4M gt Button Button Button Mo OOUBEASOIFEE Figure 3 11 MXIE Window Displaying Voice Mail To access the voice mail window click the new message text You have 5 new messages in figure 3 11 or select View Messages from the main menu To hide the messages press the VM View icon again Chapter 10 starting on page 115 describes the MXIE voice mail features Status Bar The Status bar is located at the bottom of the MXIE user window as shown in figure 3 1 on page 11 The left side of the status bar displays the call handling rule status external messaging status and the binding status The right side of the status bar displays the presence status Figure 3 12 displays the Status bar when displaying all available icons Call Handling Rule Status The status bar displays the Call Handling Rule Status icon on the left side of the status bar if you have defined at least one call handling rule The cog next to the phone is yellow if at least one Call Handling Rule is active the cog is grey if no call handling rules are active a P ODO1E102C8B4 Available Figure 3 12 Status Bar To access the Call Handling Rule panel either click on the Call Handling Rule Status icon or select File Preferences from
70. MXTE User s Manual Manual Part Number 90 18002 SS Bp TULTYS Zultys Technologies 771 Vaqueros Avenue Sunnyvale CA 94085 5327 USA 1 408 328 0450 http www zultys com Notice The information contained in this document is subject to change without notice Zultys Technologies makes no warranty of any kind with regard to this material including but not limited to the implied warranties of merchantability and fitness for a particular purpose Zultys Technologies shall not be liable for errors contained herein or for incidental or consequential damages in connection with the furnishing performance or use of this material Zultys Technologies assumes no responsibility for the use or reliability of interconnected equipment that is not furnished by Zultys Technologies This document contains proprietary information which is protected by copyright The contents of this manual and the associated software are the property of Zultys Technologies and all rights are reserved No part of this document may be photocopied reproduced stored in any computer format translated to another language or publicly displayed without the prior written consent of Zultys Technologies The information contained herein has been prepared by Zultys Technologies solely for use by Zultys s employees agents and customers Dissemination or use of the information or concepts contained herein to or by other parties is prohibited without prior written con
71. Message status indicates the amount of processing that you have performed on the message MXIE utilizes two status levels New and Saved New Messages A voice mail message is designated as a New Message when it enters a mail box New messages are typically unread or have not been processed by the mail box owner Saved Messages Saved messages are marked as such by the user or group member Saved messages have typically been read and are stored for future processing or reference 10 3 1 2 Caller Mark When leaving a message in your mail box a caller may designate a call as urgent or private In addition to informing you concerning the importance and relevance of a call the caller mark also affects the playback and processing options available for a message Urgent This mark indicates the high importance or time relevance of the message Message review and scan sessions play urgent new messages before private or normal messages Private The private mark indicates that a message should not be distributed to other users or groups Normal The private and urgent marks are optional normal messages do not have these marks and are processed normally 117 MXIE User s Manual 10 3 1 3 10 3 1 4 10 3 2 10 3 2 1 10 3 2 2 10 3 3 Caller Source Voice Mail processing and playback options depend on the message source Internal Device A message sent from a device that is connected to the MX is accompanied with th
72. Phone Logged Off ACD and Inbound Call Center agents Available Not Available Active Wrap Up Logged Off Hunt group agents Available Active Logged Off 71 MXIE User s Manual 7 2 3 7 2 4 Section 8 2 on page 89 describes the presence states and the rules that control the transitions into these states for each role type Call Recording Call recording is an MX service that is available to individual users and Inbound Call Center agents On Demand Call Recording is initiated by a user agent or Inbound Call Center supervisor to save a recording of a current call Automatic Call Recording is configured by a system administrator to save all recordings of specific agents Section 10 3 3 on page 118 describes MXIE Call Recording Callback The MX Voice Mail system provides an option that allows callers who are unable to reach an operator ACD agent or hunt group agent to leave a phone number This callback number is inserted into a panel that is accessible by members of the group that received the call When a caller is unable to connect to a member of any group the voice mail system allows the caller to leave either a voice mail message or a callback number After the caller leaves a callback number a callback icon appears in the partition header of each member of the group that is logged onto MXIE The callback icon remains on the partition header until one member of the group accesses the Callback panel In figure 7 1
73. Preferences panel as described in section 8 5 3 on page 100 K E D ul A Available Not Available Busy At Lunch Ina Meeting Dancers Lei A A pak A Be Right Back Appear Offline LoggedOff NoAccess On the Phone Available Not Available Busy Ei Ina a Head amp Shoulders Ed Hi E za Be Right Back Appear Offline Logged Off WNoAccess On the Phone a t i Available Mot Available Busy AtLunch Ina Meeting Objects d Na amp Be Right Back Appear Offline LoggedOff No Access Onthe Phone Figure 8 1 Presence Icons Users Available This state indicates that the user is online and can accept calls Not Available This state indicates that the user is either working or has temporarily left the workstation This state is typically used when the user has left the workstation for a specified period Busy This state indicates that the user is working At Lunch This state indicates that the user has left the workstation for a meal break and is unavailable In a Meeting This state indicates that the user has left the workstation for a meeting and is unavailable for an extended period Be Right Back This state indicates that the user has left the workstation for a brief period typically 5 to 15 minutes 90 8 Presence SZ Appear Offline Users in this state appear logged off to all other users The user continues to receive session requests from other users If the user does not res
74. Right Back Shown Propere 122 when my current presence i Awadable Sart Onder CG D a rees of mo achviy results in an automatic presence change lo Not Available when operan weg Jr my cousent presence y Be Right Back Accor 10 Call Handing Cal Log People who can vew my presence Cai Soe JAS Device Access Pobcy Ka Those matching my prole Instant mettogny Messages Buddes Messages Comtimatons La Hofe Like Sm h Dana Thomas Lindy Baker Mat Cotton Ashe Hareler Mathie Rolirs Sours Superior gt Uset map time seconds Figure 8 9 Presence Preferences panel After minutes of no activity show me as Not Available when my current presence is Be Right Back When this checkbox is selected MXIE changes your Presence state to Not Available if your current presence state is Be Right Back and there has been no activity on your computer for the period specified by the data entry box Wrap up time Wrap up time is the period after the end of a voice call that MXIE waits before changing the presence state from Busy to Available MXIE changes your presence state from On the Phone to Busy immediately after you complete a call People who can view my presence This panel section determines which MX users are allowed to view your user presence state These parameters do not affect your ability to view the presence of other users Operators can continue to view your user presence status regardless of this parameter
75. Toolbar Click the Disconnect icon Session List click the right mouse button over the ringing session block and select Send to Voice Mail Keyboard type V or v Session List if visible click on the voice mail button in the ringing session block as shown in figure 5 6 To send a call directly to another user s voice mail box drag and drop the voice call session block while pressing the Ctrl key to the address book or buddy list contact that is to receive the message Receiving a Voice Call as an Agent When a caller dials the extension of your ACD operator or hunt group the MX alerts members of the group as defined by the system administrator When a group call is routed to your extension all of your devices are alerted and MXIE displays session block under the group role partition indicating the incoming phone number and if available the name of the caller Ringing voice calls appear in your session list as session blocks as shown in figure 5 6 Your Call Handling Plan has no effect on incoming group calls The administrator determines the call distribution method call timeout voice timeout and the method for handling unanswered calls To answer a call take one of your devices off hook the remaining devices become inactive and the MXIE session block displays the name or number of the caller the elapsed time of the call and if enabled session control icons When you reject a call as an agent the c
76. User Interface Calls cannot be designated to be automatically recorded from MXIE Similarly authorization to view or manage calls cannot be granted through MXIE While MXIE does not display any notification that a call is being automatically recorded the MX can be configured to play an audio beep at the start of a call being recorded Automatic Call Recordings are accessed through the Automatic Call Recording panel Automatic Call Recording access rights are assigned to users independently of the assignment of users whose calls are automatically recorded Automatic call recordings may or may not be accessed by users whose calls were recorded Similarly authorization to delete call recordings is granted independently from authorization to delete recordings To access the Automatic Call Recordings panel select View Auto Call Recordings from the main menu The Automatic Call Recordings panel is described in section 10 5 1 on page 129 119 MXIE User s Manual 10 333 Emergency Call Recording The MX records all voice calls to emergency numbers specified by the Admin UI regardless of the existence of any Inbound Call Center or Call Recording Licenses Emergency call recordings are accessed through the Automatic Call Recordings panel as described in section 10 5 1 on page 129 10 4 Voice Mail Window The MXIE voice mail window displays your messages in folders that are arranged in a hierarchical structure You can listen to displa
77. William H Phone Log Schedule gt Receive a Call Write Send Email Time a Task Print D Retrieve Opportunities Properties Figure 12 21 Making a call by right clicking on a contact with Maximizer ELetter EPNote phone fsfEditor Figure 12 22 Making a call using the phone button on Maximizer If MXIE is not logged into the MX an error message as shown in figure 12 23 will appear when you try to initiate a call To resolve this error message click the OK button and login with MXIE to the MX 159 MXIE User s Manual Maximizer xi A The selected line is in use by another program You can try calling again later or you can proceed and dial the number manually cme Figure 12 23 Maximizer MXIE not Logged Into MX Error Message MXIE screen prompts work properly only if you open MXIE and bind it to a device prior to opening Maximizer 2 Verify that DND or call forwarding is not enabled on the bound device If DND or call forwarding is set MXIE will generate a message as shown in figure 12 18 To resolve this message remove DND or call forwarding on the bound device 3 Initiate a call by any of the three methods TAPI cannot establish a call if special characters such as or are used in the number There are two different windows that appear when initiating a call depending on the method to initiate the call If the call is initiated by the menu systems Actions Make Call or Right Click
78. XIE User s Manual 176 Appendix D Glossary ACD Agent A member of an ACD Group ACD Group A set of users or agents that answers calls to the same dialled number An ACD Group is usually defined to handle a specific type of call such as technical support or inside sales See Automatic Call Distribution Active Role The MX role as designated by the session list for which the presence setting and the buddy list contents are based on the MXIE user window Address Book The MXIE utility that stores contact information such as names phone number and SIP addresses The MX Directory address book provides read only access to the system user directory and another method of initiating many MXIE features Administrator Profile An MX data type that defines a user s authority to allocate system resources Administrator UI Software that allows the system administrator to configure MX system settings Automatic Call Distribution ACD A telephony service that routes incoming telephone calls to one or more agents The incoming calls are directed into the service through the same dialed number Binding The process of associating a MXIE instance with a SIP device A MXIE instance can initiate voice calls only through devices to which it is bound Buddy Group Buddy groups are sublists of buddies within your user buddy list Using buddy groups can organize your buddy list by separating your buddies into functional groups a
79. a specific ICC group place a mark in the Call Center selection box then select the group in the Call Center menu To display all automatically recorded user calls place a mark in the Call Center selection box then leave the drop down menu located below the Call Center selection box blank To display automatically recorded call for all groups for which you are authorized leave the Call Center selection box blank Playing and Managing Recorded Calls The Call list displays the call information for all recorded calls stored in the MX that satisfy the Filter Bar settings Call information for Emergency calls is displayed in red type You can also listen to the recordings copy recordings to files on your local system and delete recordings from this list To access the highlighted call recording right click the mouse and select one of the following options from the drop down menu Grey text indicates an option for which you are not authorized Play Select this option to playback the recording 130 10 Voice Mail Faxes and Call Recordings 10 5 1 3 10 6 10 6 1 Copy Description Select this option to copy the recording information displayed in the list to your computer clipboard You can then paste the clipboard contents to other applications Delete Select this option to remove the call recording from MX storage Deleted recordings cannot be restored Save to File Select this option to copy the call
80. access the Sound Recorder utility by selecting Programs Accessories Entertainment Sound Recorder from the Start Button Binding MXIE to the Softphone To initiate and receive calls on the Softphone you must bind the Softphone to your MXIE instance Regardless of the number of MXIE instances that are open on your computer you can bind the Softphone to only one MXIE instance at a time 59 MXIE User s Manual 5 4 4 5 4 5 5 4 6 To bind MXIE to your Softphone access the Bind a Phone window by selecting File Bind To from the main menu then select the Bind to internal Softphone radio button The internal Softphone when bound to MXIE acts as a managed device with the device ID set to your user ID When a MXIE instance is bound to the Softphone MXIE displays the Softphone keypad directly below the Presence bar as shown in figure 5 18 All of your registered contacts will continue to ring normally when you have incoming calls while you are bound to the Softphone When using the Softphone for making multiple calls MXIE handles all multiple incoming call options regardless of the Device Access Policy preference setting Refer to section 5 2 5 2 on page 47 for details on how MXIE handles multiple calls The Softphone Keypad The keypad has twelve keys and three function buttons The keys labelled 0 to 9 and are used to send DTMF tones to the other party of your voice session These keys are inactive until you establ
81. actions Session List press the Hold session control button Session List right click the mouse while the pointerisin the session block of the call and select hold 1 Park is described in section 5 3 6 5 53 MXIE User s Manual 5 3 6 2 Toolbar press the Hold icon in the toolbar Keyboard type H or h Other retrieve or answer another voice call session as described in section 5 3 4 After you place a call on hold the phone is silent Although you still have the phone off hook the phone does not provide you with a dial tone and does not automatically reserve a call appearance Important Ifyou place a call on hold from the MXIE you should not perform any operations from the phone until you retrieve the call from MXIE Pressing any phone buttons during this time such as a new call appearance button will disconnect the first call To retrieve a conversation that is on hold from MXIE perform one of the following actions Session List press the retrieve session control button Session List right click the mouse while the pointer is in the session block of the call and select retrieve Session List double click on the session block Toolbar press the Hold icon Keyboard type H or h Call Recording On Demand Call recording is an MX service that is available to users if the system has an active Call Recording license and the User is assigned to a profile that permits call
82. ad ai 60 5 4 7 Softphone Preferences EE EE a 61 5 5 Handling Incoming Calls a aaa aan annann nnnnnnn 63 Sool E ON 63 5 5 2 Call Handling EEN 63 3 5 3 Call Handling Plan tos erea aa i aer a ee hak we RORY ERLER 66 5 6 Emergency Calls isc ccs scce dg Eeer etd E ee 68 Chapter6 Video Calls 69 6 1 Video e TEE 69 Chapter 7 Operators and ACDs 71 e WE TEL EE 71 7 2 Operator and ACD Features 0000 c cece eee eee 71 T21 Byddy List goes eg A A A Se ak Ba ee hk Bee 71 122 LEES EE 71 1250 Call Recording go EE 72 T CD a a a 72 MXIE User s Manual Chapter 8 Chapter 9 7 3 Inbound Call Center Groups 74 El Call Queues e Soi A E e E o dek Se JS 7 3 2 Supervisor Functions atada par 76 7323 Monitors A A ES SE EEN ne ae TI 7 3 4 Inbound Call Center Call Recording ooooooomom m 85 13 37 Wallboard EEN 86 Presence 89 8 1 Introduction s 2 vd 6 Sin ee a eee nd eels 89 8 2 MXIE Presence Implementation ooooooooo 89 8 2 1 Presence States ada tt a antes aii 89 2 2 Presence Rules ra dnie doa A ed ae Nr AE Ma ada 92 8 3 Displaying Presence 00 cece eee eee o 95 623 1 Presence Bat gt tt E ta SE E 95 E Status Bi O ln po tee A tte ad kas hsp 95 8 3 Buddy Listir ke a tele tena eg aah EE EE 95 8 3 4 Address Book 95 8 4 Presence Alert 000 cee eee a 95 8 41 Notify Me WHEN ed bie Deet hla Se Meanie ease 96 8 4 2 Notification Methode 96 84 3 Save Thi
83. additional configuration If you press the Line Properties button there will be an error message as shown in figure 12 8 To resolve this error message click the OK button 151 MXIE User s Manual 12 2 3 2 Dialing Options Settings for speed dialing Name Phone Ee a tegen Settings for phone number formatting and dialing Automatically add country code to local phone number Dialing Properties Connect using line Zultys MX Line v Line Properties aa Figure 12 7 Outlook Dialing Options Microsoft Outlook Figure 12 8 Outlook Line Properties Error Message 3 Select Zultys MX Line from the Connect using line combo box 4 Click the OK button Maximizer Maximizer provides a popup message with the calling party information when a contact makes an incoming call To add TAPI support to Maximizer 1 Click the File Preferences menu item The Preferences window will open as shown in figure 12 9 2 Click the Dialing tab 3 Select TAPI from the Method frame 152 12 TAPI Prefereom es MASTER ca ares DOE Hans Ap 4 ent ates sods misingi Eng As ante Isf Inlss tng 2 GCHG Bisi F acc SUT E ES Filtax prey gt SIE PIP A EN GUA MUBTRSTS SUT gt Figure 12 9 Maximizer Preferences Window 4 Click the Device button The Device widow will open as shown in figure 12 10 RAE PP UE _ 1120000 ei TPC LINE Te Figure
84. address book 103 message window 32 MXIE user window 12 179 transfer attended ch tn 56 179 blind s ne ee aye antic dua age 55 179 hot key 0 eee eee ee eee 16 COM Addict 12 16 transfer voice call 55 179 transport account registering 29 KEE 147 typeface message files 123 U unattended transfer 55 unmanaged device 42 179 urgent voice messages 117 user buddy list tica its 17 a 0 4 a yO Ae 127 JO SINS daa ay Saale hes Rene 6 presence configuration 97 presence rules 05 92 presence states 90 TOL oo ahs che Sales wield aaa aces 2 7 role partition 13 user preference panels Address Book panel 106 SUPerVISOr 76 user preferences calls panel aa 23 color scheme oooooocoocooooo 22 device access policy 46 device binding 47 external message 36 39 LOTS as ita ci dee 22 instant message 36 39 launch at startup 10 messages oi wna E vids eds 141 notifications 136 141 presence icons 005 101 presence toolbar 100 session control buttons 23 SESSION ICONS 23 Stay ON COP 6 cece 10 SUMMALY A nia jac welds 168 SA eaten Haas 10 text Message eee 36 39 user preferences
85. aging An account can be authorized for either messaging service or for both services If an account is not authorized for either instant or external messaging all MXIE text messaging icons are inactive greyed out and messaging is not provided as an option of the various popup menus The MX Administrators User Interface Manual describes the process for authorizing instant messaging and external messaging for an MX account MXIE users that cannot access text messaging services should contact their MX administrator Configuring MXIE for External Messaging A users can send and receive external messages through MXIE only if external messaging is enabled and activated on the MXIE instance and the user has registered at least one transport account Enabling External Messaging External messaging is enabled fora MXIE instance when specifying the user roles for the instance As described in section 2 3 2 on page 7 this is performed from the Role panel which is accessed when you log into MXIE or by selecting File Change Role from the main menu To enable external messaging in your MXIE instance place a check tick mark in the External messaging checkbox Although you must enable External Messaging each time you log into MXIE to send and receive external messages activation and transport registration information is maintained with your account regardless of whether external messaging is enabled Mark Cation role and location le Ka lA
86. ailability status of individual users within each of their roles Presence rules define the transition methods between the presence states Presence States The MX defines a set of presence states for users operators and ACD agents You cannot add or delete states from each set Presence states for individuals operators and agents are separate and distinct from one another 89 MXIE User s Manual 8 2 1 1 Each user is assigned a presence state based on his or her communication availability Users logged into MXIE as an operator or an agent are assigned another presence state The set of presence states is different for each entity type The following sections define the presence states for users operators and agents Users Presence states displays the availability status of a user to other system entities and are used by call handling rules for routing incoming calls Users can assign presence states for themselves presence rules also define the transition between presence states based on the user s activity The following list describes the defined set of user presence states MXIE provides three sets of icons that represent these states Your MXIE window displays the icon style configured in the General panel of the User Preferences window as explained in section 8 5 3 on page 100 Figure 8 1 displays the three sets of MXIE icons that represent presence states you select the icon set that MXIE displays from the General
87. all From condition specifies the extension address or phone number from which a call must originate in order for the defined condition to trigger an action The Forward to phone number or user ID action specifies the recipient of a handled call To access this panel press the address book icon located on the right side of the Call Received From panel or Call Handling Action panel The User Lookup Contacts panel comprises two sections as shown in figure C 1 The left section displays the list of contacts contained in the address book specified by the Group parameter located above the list The right section displays contact information for the highlighted user in the left section To select a user as the Call From criteria double click on a user name in the left section of the panel To select contact information as the Call From criteria left click on an underlined field in the right section of the panel To search for a user enter the first or last name of the user in the Search for entry box To specify an address book press the data entry button on the right side of the Group data entry box Press the OK button to enter the specified information into the Call Received From panel and exit this panel Press the Cancel button to discard the specified information and exit this panel 173 MXIE User s Manual C 2 User Lookup wg d a EP d he MX Directory E Contacts UK Fort Deck Business A Ma
88. all is either sent to another agent or sent to voice mail depending on the type of group that receives the call the MX call distribution method and the number of agents that are logged into MXIE Rejecting a call sent to a hunt group or an operator groups sends the call to voice mail Rejecting a call as a basic ACD or Inbound Call Center agent either sends the call to the next agent or to voice mail To reject a call perform one of the following actions Toolbar click the Disconnect icon Session List click the right mouse button over the ringing session block and select Disconnect Keyboard type D or d To send a call directly to voice mail perform one of the following actions Session List click the right mouse button over the ringing session block and select Send to Voice Mail Keyboard type V or v 50 5 Voice Calls 5 3 4 5 3 4 1 To send a call directly to another user s voice mail box drag and drop the voice call session block while pressing the Ctrl key to the address book or buddy list contact that is to receive the message Handling Simultaneous Voice Call Sessions MXIE supports two methods of managing multiple simultaneous voice calls using MXIE call appearances and control buttons using the SIP device call appearances and control buttons You must use the same method to handle all simultaneous calls at any one time You configure the multiple call handling metho
89. an at 12 34 56 on 17 May 2003 Configuration Panel Chat and IM Preferences To access this panel select File Preferences Chat and IM Preferences from the main menu Instant Message Files Each Instant Message text file save all Instant Messages that you send and receive for one day Instant Message files are stored in text format and contain the conversation as recorded in the message window Default Directory Location C Document and Settings user name Local Settings Application Data ZultysMXSettings File Name YYMMDD_IM txt which denotes the day when the Instant Messages were recorded YY year MM month DD date For example 030625_IM txt saves messages received on 25 June 2003 Configuration Panel Chat and IM Preferences To access this panel select File Preferences Chat and IM Preferences from the main menu 172 C 1 Appendix C User Lookup Panels The User Lookup panel performs the following functions Specifies individual users for the Call From condition used by many Call Handling Rules Selects recipients for voice mail messages that you send To access specific information on each User Lookup panel function click on the links located in this topic User Lookup Contacts The User Lookup Contacts panel specifies contact information for the Call From call handling condition and the Forward to phone number or user ID call handling action that is used by many Call Handling Rules The C
90. and Automatic Call Recording capabilities On Demand Call Recording is activated by MX users and agents during a voice call to save a recording of the call Supervisors can also use On Demand Call Recording to selectively record calls of agents within their Inbound Call Center group as described in section 7 3 3 1 on page 77 Section 10 3 3 on page 118 describes MXIE call recording capabilities 85 MXIE User s Manual 7 3 5 7 3 5 1 7 3 5 2 Wallboard Description The MX250 supports a wallboard presentation of Inbound Call Center statistical data that can be displayed through an overhead projector through MXIE The Wallboard is constructed through an Excel spreadsheet and referenced by MXIE Data accumulated by the MX is sent to the Excel spreadsheet which this then placed in the wallboard sheet that is displayed on the monitor and presented through an overhead projector To display the Wallboard on your monitor select Supervisor Monitor from the main menu To select the Excel file that receives and presents the statistical data select File Preferences from the main menu select Supervisor in the panel directory then press the Select button in the Wallboard section of the panel Constructing the Excel File An Excel file that is used for displaying Wallboards require two types of sheets data sheets and worksheets Data Sheets receive ACD information from the MX when MXIE properly references the Excel file
91. and drop a buddy list icon into the session list to start a voice call To access a popup operation menu select a buddy list icon and press the right mouse button The popup menu provides access to the following operations initiate a voice call send a text message e mail voice message or fax to the buddy review your text message history with that buddy open the address book entry for the buddy create or change the alert for the buddy remove the contact from the buddy list To transfer an active call to a buddy drag and drop the voice call session block into a buddy list icon o To transfer the call to a buddy s specific contact number or to the buddy s voice mail drag and drop while pressing the Ctrl key the voice session block into a buddy list icon Pressing the Ctrl key during a drag and drop generates a contact option list for the buddy as shown in figure 3 10 You can also perform session operations on buddy groups by right clicking your mouse on a buddy group banner To initiate voice calls with each contact in a buddy group drag and drop the buddy group entry into the session list To access a popup operation menu for a buddy group select a buddy group list entry and press the right mouse button The popup menu provides access to the following operations sending text messaging email voice messages or faxes to each contact in the list initiating conference calls remove the gro
92. anel determines the presence state changes that trigger an alert Select one or more presence states by clicking on the text or icon in this section The Presence Alert panel shown in figure 8 7 is programmed to notify you when Evan Wayne changes his presence to either Busy or In a Meeting wan Wayne Nosy me ven Evan Ware z K O Avaiatle E CT Nol Avalide AD Buy Ia CO At Linch A T Ina Meeting g CT ha Right Back A O Oime A C On the Phone 17 Save thas den a A EA Figure 8 7 Presence Alert panel Notification Methods The Presence Alert panel provides two methods of notifying you when a buddy changes presence status to a state that triggers an alert 96 8 Presence 8 4 3 8 5 8 5 1 8 5 1 1 Popup box MXIE displays a popup box in the bottom right corner of your monitor when a buddy triggers a presence alert Figure 8 8 displays a sample popup box A Janie Newsome x Evan Wayne iz now Busy Fiuk 1411 0037 2005 Cal Send iM Figure 8 8 Presence Alert popup box Audio Alert MXIE is programmed to play a specified WAV file from the Sounds Preference panel as described in section 3 4 on page 25 by selecting File Preferences from the main menu Save This Alert Presence alert settings are normally reset after the alert has been triggered once To save an alert setting which programs MXIE to notify you each time the alert is triggered select the Save This Alert checkbox in the bo
93. ation UT Enable auto armwer for intesnal calls C Enable auto ower for adena calls or Cancel Softphone Preferences panel To open the Softphone Preferences panel open the User Preferences window by selecting File Preferences from the main menu then select Softphone in the panel directory G 711 u law and G 711 A law G 711 is the standard for encoding telephone audio on an 64 kbps channel These settings provide toll grade voice and are the preferred settings when the Softphone is connected to another LAN user G 711 u law is normally used in the United States Canada and Japan G 711 A law is the standard for international circuits G 729A and G 729AB G 729 is the standard for encoding speech signals at 8 kbits sec G 729 produces quality voice sound in most situations while conserving bandwidth These codecs are preferred when connected to parties on the WAN or internet where limiting bandwidth may be a concern G 729A is the reduced complexity version of G 729 G 729AB utilizes Voice Activity Detection Comfort Noise Generation 61 MXIE User s Manual 5 4 7 2 5 4 7 3 5 4 7 4 Acoustic Echo Cancellation Select this option to activate a software switch within the phone that reduces or eliminates any echo that you hear Under normal conditions when you cannot detect an audio echo this option should not be enabled because the additional required processing may cause jitter or data loss Aud
94. ble to Not Available This transition is triggered when the user s computer is inactive for a specified period This rule is enabled and configured in the User Preferences Presences window Available to On the Phone This transition is triggered when the user makes or receives a call 92 8 Presence 8 2 2 2 8 2 2 3 8 2 2 4 8 2 2 5 On the Phone to Busy wrap up time This transition is triggered when the user terminates a call Busy wrap up time to Available This transition is triggered after remaining in the Busy wrap up time condition for a specified period if the Busy state was automatically entered from the On the Phone state when a call was terminated The Busy period is configured in the Presences Preferences window Available to Busy This transition is triggered if the user also has a role as an operator or ACD agent and is engaged in a call within that role This rule is enabled in the ACD and Operator Preferences window Operators The following rules define conditions that trigger a transition between Operator presence states Available to On the Phone This transition is triggered when an operator initiates or accepts a call This rule cannot be removed or changed On the Phone to Available This transition is triggered when an operator terminates a call Available to Not Available This transition is triggered when the operator changes to a specified state within the role as a user T
95. but is not defined in the MX device database and is not assigned a unique device ID Unmanaged devices can perform voice calls using system resources To use a device as an MX unmanaged device the address of record for the device must be configured in one of the following formats the address of record must reference a valid MX user ID and the domain name of the MX such as Charlie Smith company com the address of record must reference a valid MX extension number and the domain name of the MX such as 7879 company com The configuration of the address of record within a device is typically done through an HTML form accessed from a browser or by entering the data directly into the device with the keys of a hardware device or the software of a softphone Registered Contact A registered contact is either amanaged device that the MX administrator has assigned to your user account an unmanaged device that has an address of record that is constructed with either your user name or extension and with the domain name of your MX system 42 5 Voice Calls 5 2 2 5 2 2 1 5 2 2 2 Bind a Phone A MXIE instance can manipulate voice calls through a registered contact regardless of its binding status A MXIE instance can initiate voice calls and handle multiple voice calls only through SIP devices to which it is bound The Bind a Phone window shown in figure 5 1 binds your MXIE instance to a SIP device To access this wi
96. calls Group Profile An MX data type that defines a list of ACD Groups and Operator Groups A user s Group Profile setting defines the ACD and Operator Group to which that user is assigned Group profiles are defined and assigned in the Administrator User Interface Hunt Group A set of users or agents that answers calls to the same dialled number Hunt groups differ from ACD Groups in that calls to a hunt group in that you can answer calls to a hunt group on a normal phone without using MXIE Hunt Group Agent A member of a Hunt Group Hold The telephony function that suspends a conversation without disrupting the state of the call A call on hold can be retrieved only from the phone that was used to place it on hold Instant Message The transmission of a single text message between two system users Managed Device A SIP device that is defined within the MX device database and is identified by the MX with a Device ID Main Menu The MXIE user window region at the top of the window that uses drop down menus to provide access to file control functions and basic MXIE operations Message Window The MXIE utility that supports the transmission and receipt of instant messages and chats MX An Enterprise Media Exchange system The term MX refers to the the MX250 and the MX30 MXIE Media Exchange Interface for End Users The software interface that provides access to MX1200 and MX250 services and resources by system users MXIE is pro
97. ccess MXIE panels or perform MXIE commands All MXIE users can access File Actions View and Help menus from the main menu MXIE users that are logged in as a supervisor to an Inbound Call Center group can also access a Supervisor menu from the main menu Toolbar The toolbar is located between the main menu bar and the presence bar or the session list if the presence bar is not displayed on the MXIE User Interface as shown in figure 3 1 Toolbar buttons start finish and manage communication sessions in addition to accessing system resources such as your voice mail and address book The Toolbar provides immediate access to eleven MXIE functions Icons that appear in only shades as grey indicate unavailable functions As shown in figure 3 2 each icon represents the following MXIE functions ECO ECH 12 3 4 5 6 7 8 9 10 Figure 3 2 Toolbar Conference Call 1 This button starts a Conference Call as described in section 5 3 5 on page 52 This function is available only if your MXIE instance is bound to a SIP device as explained in section 5 2 2 on page 43 Voice Call 2 This button starts a Voice Call as described in section 5 3 2 on page 48 This function is available only if your MXIE instance is bound to a SIP device as explained in section 5 2 2 on page 43 Text Message 3 This button opens an Text Message window as described in section 4 4 1 on page 34 The message window sends instant messages to other system users
98. ch at startup preference 10 limitations message length 128 MXIE panel 0004 128 voice mail box Size 128 Linux operating system 4 listening to call recordings 131 listening to voice messages 124 Local Address Book directory 104 LOCATON daer sho Fase ee avin E Nee 8 log call descriptions a ewe nay See 143 functions mesias bad 144 POSSALY aos ion 177 ICON ce 13 MXIE panel 0 005 143 Panel ICONS zerera siia Aana 143 Parameters 143 user preferences 44 145 logged off state ACD agent ei es skeen ees 92 hunt group agent 92 Inbound Call Center agent 92 OPETATOT ege ee dha oe aye 91 USER Z 91 login panel Zeen dee fink 6 Macintosh operating system 4 mail box see voice mail box mail folder see voice mail folder main menu definition 178 MXIE user window 12 ele ua il tan Pence alii 11 managed devices 42 178 manual presence state transitions 93 Maximizer initiating voice calls 158 162 TAPI support 152 154 version supported 148 maximum call log size 145 maximum text message size 32 memory requirements 6 3 message file Comments 124 fax viewing 125 forwarding voice messages 125 replying to voice message
99. ch external buddy that provides status information through the external messaging application program Buddy List Contents The contents of the buddy list depend upon the type of Session List role that is active as described in section 3 1 4 1 When the User role is active the buddy list contains system users and external contacts that you previously selected from your MX address books A user role buddy list may contain a maximum of 32 buddies To add an MX user to the buddy list open the address book and display the contact list as described in section 9 1 3 on page 104 Highlight the name of the contact that you wish to add press the right mouse button and select Buddy You can also drag and drop contacts from the address book into your buddy list or into the Buddies directory of your address book as explained in section 9 1 3 on page 104 To add an external contact to the buddy list drag and drop the contact from the address book into your buddy list or into the Buddies directory of you address book as explained in section 9 1 3 on page 104 To remove a buddy from the buddy list highlight the buddy in the buddy list right click your mouse and select Delete When an Operator role is active the buddy list contains the name of every system user allowing an operator to quickly access any member of the enterprise The names of all other members of the operator group appear in boldface This buddy list displays all address book
100. create a new rule Modify This button opens the Notification Rule Editor to edit the highlighted rule Delete This button removes the highlighted notification rule from the list Up This button moves the highlighted rule higher in the list increasing its precedence ranking Down This button moves the highlighted rule lower in the availability list decreasing its precedence ranking The Rule Description section displays the components of the highlighted notification rule You can edit the rule notification period method and condition settings that are underlined in this section This section is identical in appearance and function to the Rule Description section of the Notification Rule Editor To add new filtering conditions or to change other notification parameters access the Notification Rule Editor by pressing the Modify button Notification Rules Notification rules determine the MX delivery method and content of messages sent to your e mail account when your mail receives a voice message or fax Notification rules are created and edited in the Notification Rule Editor window shown in figure 10 17 To access the Notification Rule Editor select File Preferences from the main menu select Notification in the panel directory then either press the New button to create a new rule or press the Modify button to edit the highlighted rule The Notification Rule Editor comprises the following sections Rule T
101. creen Dopup eee eee eee eee eee 148 Select Language panel 8 selection box eet Meer e Me SE ed eh 67 send button message window 32 sending a text message 34 sending voice calls 48 sending voice mail 131 session GUTTENE ea raised cares sans 15 definition ari EN Ee 179 session blocks default actions 15 definition sesse EE E 179 session control buttons Cefinition tacita das Shae SOR dee 179 display rn oa pe 23 Preferences ts po 23 PES E 16 session icon preferences 23 session list definition pte e seas 179 MXIE location 13 role partitions 4 13 session blocks o oooooooo o 15 session management 1 shown entries panel address book 108 shown properties panel address book 108 SIP address 47 SIP dO VICE acne 41 small session icons 04 24 Softphone acoustic echo cancellation 62 audio drivers 62 binding to MXIE 44 59 e EE 61 description 58 60 Encryption 1 60 glossary aa ida 179 Keyboard aresta kers mE 60 system requirements 59 Softphone preferences 61 software see installation software sort order panel address book 109 sounds preferences 4 25 Speed Dial directory 104 status bar binding status 0 22 call handli
102. cs and supervisor icons to maintain the caller queue Queue Monitor Parameters Agent panel The Queue Monitor panel that is available to agents shown in figure 7 7 displays the queue of waiting callers To access this panel press the arrow located left of the Agent text on the partition header IS Queue Monitor Sales Potty Wat Tma Caa ID D 002408 33821243M 001842 565222330 001252 77678393421 00 07 26 2592595411 000008 396022487 Figure 7 7 Queue Monitor Agent panel Each row in the table lists one caller The table lists the callers in the order when they are scheduled to talk with an agent The following columns list the properties of the callers Priority This number specifies the order in which calls in the queue will be routed to available agents Priority numbers range from 0 lowest priority to 10 highest priority and are assigned by a supervisor of the group Wait Time This column displays the time that the caller has been waiting to speak with an agent Caller ID This column lists caller ID of the waiting caller Assigned To This column specifies the time of the agent that is assigned to speak with the caller The group supervisor makes these assignments Queue Monitor Parameters Supervisor panel The Supervisor Queue Monitor shown in figure 7 8 displays the queue of waiting callers as shown to ACD agents a summary of ACD agent presence status and an icon menu for performing maintenance ta
103. ctions Yew Supervisor Help Toolbar gh RR s BLE Presence KAvatatie ENctAvaistle K Busy 1H Lunch Bar Ai Ina Mectirg ABBR Bach A Appew Difire me Buddes FS aer Tech Support Make Luce A Obs Johnen Ziko M e Buddy K Adam Pierce List A Liebe Sieh K Dans Thomas KE ver ware K Frances Young Status Bar P OMBEASOIFEE Presence Status Figure 8 4 MXIE window Presence Regions The Presence bar optionally lists all states that are available for the active role You can change the presence state of your active role by pressing an icon in this bar You can choose to display the presence bar the presence states that are displayed in this bar and the display format icons or text from the General Preferences window as described in section 8 5 3 on page 100 The Presence Status text in the bottom right corner can access a menu that lists the states that are available for the active role Click on this text to access the menu When an operator ACD agent or hunt group agent role is available in MXIE this menu offers a global option as displayed in figure 8 5 Global options set the presence state for all roles displayed on the MXIE window Global K Available E Not Available Janie Newsome Available 5 Not Available Ne Busy al At Lunch CH In a Meeting ei Be Right Back A Appear Offline Figure 8 5 Presence status menu Manually entering any state except Available disables any presence transition rul
104. d file Click inside of this cell to place or remove the checkmark Event This cell defines the event represented by the row of cells If the first row is not selected for an event the event name will appear in grey text and the event will not trigger the playing of a WAV file 25 MXIE User s Manual 3 5 Sound File Name This cell determines the WAV file that MXIE plays when the listed event occurs To enter a file name either click inside of the cell and type the path and file name in the data entry field or press the button on the right side of the cell to browse your system files Consult the documentation for your operating system for the default location of WAV files provided with your operating system Repeat The time selected in this cell indicates the frequency that an event will generate the tone configured for the event MXIE will repeat the tone until the event is acknowledged Select No to play the sound file only once for an event Play arrow button Press the Play button to listen to the WAV file for the selected event Press the Default button to select the default enable status and sound file for each event Press the OK button to save the changes to all User Preference panels and exit this window Press the Apply button to save changes to all User Preference panels without exiting this window Press the Cancel button to discard changes to all User Preference panels and exit this panel Audio Output Pr
105. d from the Device Access Policy preferences window described in section 5 2 5 2 MXIE Control of Multiple Calls Controlling voice calls through MXIE provides sixteen call appearances for handling simultaneous voice calls Regardless of the number of calls that are simultaneously active only one call appearance on your SIP device is utilized when controlling your call through MXIE To configure MXIE to handle simultaneous calls set the For multiple incoming calls parameter to Manage using MXIE for my bound device on the Device Access Policy preferences window shown in figure 5 3 Verify that MXIE is bound to your SIP voice call device MXIE can control multiple calls only when it is bound to a device To initiate a voice call while engaged in at least one active voice call sessions perform one of the MXIE call initiating methods listed in section 5 3 2 MXIE automatically places all calls not previously suspended on hold and dials the new contact Incoming voice calls when one or more previous calls are active generate a MXIE session block similar to the one shown for Evan Wayne in figure 5 7 To answer the call press the Answer session control button located in the bottom right corner of the block or double click the session block that indicates the incoming call Adam Fierze 01 24 Bx lod me Evan Wayne a E Rirging tr LI Figure 5 7 Receiving a second voice call while MXIE manages multiple calls MXIE places all calls not previously
106. double click on an address book entry To access this panel select Default Action from the User Preferences window User Preferences ACD and Operator Address Book Double cick on enty in address book O Open lor ect Shown Properties Seat Order Sogemance O Place phone cal ck fren Call Handing Call Log Calls Device Access Poboy Instant messaging Messages Messages Conlemations Notification Provence Toolbar Saltphone Aua Pararretess Sounds Supero Send IM Figure 9 5 Address Book Settings Default Action panel The Default Action panel provides three action options The selected option specifies the action performed when you double click on a contact in any of your address book directories including the Buddy List Options available on this panel include Open For Edit Selecting this option opens the Entry Information panel to edit the contact information Send IM Selecting this option opens a Message Window to send a Instant Message to the contact Place Phone Call Selecting this option dials the extension number of the contact to initiate a voice call Shown Properties panel The Shown Properties panel shown in figure 9 6 determines the properties that are displayed for Address Book contacts Property fields are only modified from the from the Entry Information panel as described in section 9 3 To access this panel select Shown Properties from the User Preferences window This Shown Properties
107. dow Description 10 4 3 Mail Box Directory 104 4 Message List sins oc ee eae gee waa a ee eae aS 10 4 5 Voice Mail Settings cesar tad 10 5 Automatic Call Recording Window 10 5 1 Automatic Call Recording Window Description 10 6 Sending Messages 10 6 1 Voice Message Recorder 00 000 eee eee 10 6 2 Sending Faxes with the Fax Wizard 10 6 3 Using the Fax e LEE 10 7 Message Notifications 00 cee eee eee 10 7 1 Notification Plan cinc KENNEN REENEN aS 10 7 2 Notification Rules ho un ia ah da ot ht wo nai os ta 10 8 Messages Preferences ooooooooommooo 10 8 1 Local Voice Mail Storage File Location 10 8 2 Delete Policy sitters 10 8 3 Message Confirmation Preferences Logs MXIE User s Manual Tit Log F at resS iia ro dando 143 ITA Record Parameters ai ca side eee a a AA La 143 112 Log FUNCHONS satis pares ois bath acd OSDA ee 144 11 2 Call Log Preferences cc eee ee eee 145 Chapter 12 TAPI 147 12 1 Introduction iis cess aie cee ew eae o Se EN Nd ew ds 147 UE NR E EE 147 1221 2 CRM Applications sesana EE 148 12 1 3 TAPI and MX Integration 8 eeh Re aos 148 12 1 4 TAPI and MXIE Integration 149 12 2 e TE EE 149 12 2 1 Application Installation alisar d Erd e 149 12 2 2 PC Configuration one fice eed cp nae Ee Pad So 149 12 2 3 TAPI Application Configuration 0 0 00
108. ds on the available information for the contact in your address and may include voice call initiation reviewing text history and the sending of voice messages or faxes To access the available functions click on one of the two icons located on the right side of the toolbar The input panel displays text that you are preparing to send to the other user The Text panel and the Input panel are divided by a Splitter bar You can move the splitter bar up or down to adjust the size of the Text and Input panels The send button transmits Input panel contents to the other user After you press the Send button the input panel contents are also transferred to the text panel Using the Message Window To send a message place the cursor in the input panel type the desired text and press the Send button The maximum message size is 2730 characters You can also program the Enter key to act as the Send button in the Instant Messaging preferences panel as explained in section 4 5 1 on page 36 To copy text in the text panel block the desired text with your mouse right click the mouse and select Copy To clear the text panel right click while the cursor is in the text panel and select Clear All To select all of the text in the text panel right click while the cursor is in the text panel and choose Select All 32 4 Text Messaging 4 3 3 Docking Message Windows Multiple message windows can be docked or combined into a single
109. e MXIE Fax Wizard Janie Newsome When do you want to send this fax e Now Schedule Date 07 18 2006 Time 04 43 16 PM Figure 10 14 MXIE Fax Wizard Schedule Select Now to send the fax upon the completion of the MXIE Fax Wizard Select Schedule to send the fax at a future time and date Specify the Date and Time in the respective Date and Time data entry fields After completing the Schedule press the Next button to enter the Fax Summary Information panel Fax Summary Information The Fax Summary Information panel as shown in figure 10 15 displays the fax recipients and the time when the fax will be sent If you are logged into MXIE under multiple roles as a user and an ACD or operator agent you can specify the role under which your fax will be sent in this case the From field provides a drop down menu that lists your active role Verify the recipient and schedule information then press the Next button to send the fax and exit the MXIE Fax Wizard 134 10 Voice Mail Faxes and Call Recordings 10 6 3 10 6 3 1 MXIE Fax Wizard Janie Newsome Fax Summary Information Focen Jarse Newsome To Bermaedo Ayala Fax Number 333 427 9575 To Maude Bonegar Fax Number 398 452 6161 Time to Send 7 20 2006 7 57 54 AM Chick Firesh to add your tax to the outgoing queue Ce Ce eee Figure 10 15 MXIE Fax Wizard Fax Summary Information Using the Fax Printers The Fax Printer is a dri
110. e Hopkins Sales PP Bormie Hopkins K Chaie Smith K Evan Wayne A K Fiances Young E Supervisor Tech_Support Figure 7 3 MXIE Window for a User assigned to Multiple ACD Groups 7 3 1 Call Queues Inbound Call Center groups provide a queue for callers when there are no available agents within the group Callers are typically routed to agents that become available in the order that they entered the queue supervisors can move a caller s position within the queue or assign the caller to a specific agent The MX call queue can handle a maximum of sixty callers regardless of the number of Inbound Call Center groups configured on your system Calls that are received by an Inbound Call Center group when the queue is full are handled as specified by the system administrator Queue characteristics are configured by the system administrator through the MX Admin User Interface Features that are available to an Inbound Call Center queue include music on hold for waiting callers custom audio recordings for callers as they enter leave and wait in the queue caller options for leaving the queue callers can dial 0 to re route their call or to leave a voice mail call handling rules based on criteria such as queue length average wait time and overflow options 75 MXIE User s Manual 7 3 2 7 3 2 1 7 3 2 2 7 3 2 3 queue monitor functions as described in section 7 3 3 Supervisor Functions One
111. e 3 4 the session list is divided into partitions and each role selected in the panel is assigned a partition MXIE uses the following types of role partitions to identify the role type User Partition This partition displays the name of the user In figure 3 4 Janie Newsome is listed in the partition header of the user partition This partition is equivalent to the solid block partition that is created when none of the groups are selected when you log into MXIE Operator Partition This partition displays the text Operator on the left side of the header followed by the name of the Operator group In figure 3 4 Operator Front_Desk is listed in the partition header of the operator partition Agent Partition This partition displays the text Agent on the left side of the header followed by the name of the ACD group For Inbound Call Center groups an arrow icon appears left of the Agent text In figure 3 4 Agent TechSupport is listed in the partition header of an Inbound Call Center partition Partition headers for hunt groups are identical to partition headers for ACD groups In partition headers for Inbound Call Centers a square icon appears left of the Agent text 13 MXIE User s Manual MELE User Janie Merce O Fot Dek C Tech Suppor O External meteagng Figure 3 3 MXIE Window and Role Selection panel user role selected Supervisor Partition This partition displays a square icon on the left side of
112. e 4 8 displays the new position of the window that you are moving 3 Release the left mouse button to complete the dock The bottom window in figure 4 8 depicts the docked message window with the two component panels To remove a panel from a message window perform one of the following Double click on the name plate of the panel that you wish to remove from the docked window Drag the name plate of the panel that you wish to remove and drop it outside of the window To automatically dock new text message windows to existing text message windows open the Instant Messaging Preferences panel and select Always dock instant message windows section 4 5 1 on page 36 describe the Instant Messaging Preferences panel 33 MXIE User s Manual 4 4 4 4 1 IM with Adam Pierce JE IM with Adam Pierce IM with Dana Thomas IM with Dana Thomas Figure 4 8 Docking a Message Window Sending and Receiving Text Messages Text messages are sent from and received by the message window described in section 4 3 The method of sending and receiving Instant Messages is identical to method for External Messages For the initial communication with a contact MXIE opens a message window as shown in figure 4 6 or adds a panel to your message window if you have configured your preferences to automatically dock all message windows Subsequent messages sent to or received from the contact are displayed on the same message window Text messages t
113. e Messages panel specifies the local storage location for your saved messages and configures the destination of messages and mailboxes that you delete See section 10 8 on page 141 for details The Confirmations subpanel configures the confirmation options for copying moving and deleting your mail boxes and messages See section 10 8 3 on page 142 for details The Notification panel defines your notification plan that informs you of new voice messages and faxes in your mail box See section 10 7 1 2 on page 137 for details 168 A User Preferences The Presence panel configures user role presence rules and controls the display of your presence to other system users See section 8 5 1 on page 97 for details The Toolbar subpanel controls the appearance of the presence toolbar See section 8 5 3 on page 100 for details The Softphone panel selects a codec that the MXIE softphone will initially use when negotiating voice call session communication settings See section 5 4 7 on page 61 for details The Audio Parameters panel The Sounds panel determines the tones that MXIE plays to alert you of incoming messages session requests and failed communication attempts See section 3 4 on page 25 for details The Supervisor subpanel configures the content of the Supervisor menu on the main menu and the appearance of agent presence status icons on the supervisor monitor panels See section 7 3 2 3 on page 76 for details
114. e authorized to generate and access recordings The MX provides call recording resources through Call Recording and Inbound Call Center software licenses Although each license provides On Demand and Automatic Call Recording capabilities they provide authorization to a different set of users Inbound Call Center licenses provide call recording capabilities to agents and supervisors of Inbound Call Centers Call Recording licenses provide call recording capabilities to any MX user as authorized through the MX Administrator User Interface Refer to the Media Exchange Administrator s Manual for more information Call Recording and Inbound Call Center licenses provide call recording resources independently of each other Call Recording is available on the MX250 The MX30 does not support call recording On Demand Call Recording On Demand Call Recording is activated by MX users and agents during a voice call to save a recording of the call On Demand recordings are available to the user that requested the recording through the voice mailbox To activate On Demand Call Recording for an active voice call refer to section 5 3 6 2 on page 54 To access call recordings generated through On Demand Call Recording refer to section 10 4 3 2 Automatic Call Recording Automatic Call Recording parameters including the calls to be recorded and access rights to the call recordings are configured by a system administrator through the Administrator
115. e name of the caller or the caller s extension if the name is not available that sent the message During playback sessions messages from internal devices are introduced with the name of the caller You can use all available processing options on messages sent from internal devices External Phone A message sent from a phone that is not directly connected to the MX is either introduced by the phone number of the calling device or by the time and date for calls coming from an unknown source You cannot send MXIE replies to messages sent by external phones Voice Message Content Each voice mail message comprises two components The header stores the properties of the message and the body contains the recorded message Header The header is played prior to the message It contains the source of the call the message status the caller mark the date the call was received and the time that the call was received Message Body The message body is the recording of the message as created by the sender Fax Messages This section describes the properties and contents of MX fax messages Fax Message Status Message status indicates the amount of processing that you have performed on the message MXIE utilizes two status levels New and Saved New Messages A fax message is designated as New when it enters a mail box New messages are typically unread or have not been processed by the mail box owner The title name for new faxes is displa
116. e password panel 9 changing rale 8 codecs Softphone 61 color scheme preference 22 comments message files 124 conference call A eebe 12 initiating from buddy group 19 conference calls oooooooooooo 52 confirmation settings 107 connection requirements 3 contact formats 00005 47 Contact list aa cen E EE 104 contact registered 0 42 copying text text messages 36 current SESS ON 00 eee eee 15 D days maximum in calllog 145 deleted messages folder 122 device access policy MXIE panel 46 devices binding preferences 47 binding status 00 22 MANAGE sientas spent ace 42 178 MONON e Eed 45 SET NEE e 41 178 unmanaged 0 42 179 disconnect DOE KEY stos seein 16 ICOM ee d EE RE 12 16 voice call 58 DND script a os de 178 DND warning 47 do not disturb 178 docking text message windows 33 38 e mail send from buddy group 19 send from buddy list 19 emergency call panel ooo o 68 emergency call recordings 120 emergency Services oooooooocoomoo 8 encryption Softphone 60 ending a voice call ooo o 58 enter key message configuration 38 entry information MXIE panel 110 event
117. e that defines an automatic method of leaving the state 94 8 Presence 8 3 8 3 1 8 3 2 8 3 3 8 3 4 8 4 Displaying Presence MXIE displays presence in four window regions the MXIE window as shown in figure 8 4 displays three regions and the address book displays the fourth region Two MXIE regions the presence bar and the status bar displays your presence state while the other regions the buddy list and the address book display the presence state of other system users Presence Bar The Presence bar located near the top of the MXIE window displays a set of icons for some or all of the available presence states for the active role The active presence state is denoted within this bar by the depressed icon in figure 8 4 Available is the active state You can change the presence state by pressing one of the icons within this bar Status Bar The presence status text is located on the right side of the status bar as shown in figure 8 4 and indicates the presence state of the active role To change the presence state for the active role click on the presence text or icon Buddy List Buddy List contents depend on the active session role partition When an individual role is active the list may display the presence state for each buddy who has configured MXIE to permit you to view his or her presence When an operator role is active the Buddy List displays each user account in the MX When an ACD or hun
118. e that do not specify any From Location value To display the call handling rules that are valid for a specific system select that system in this data entry box Select all locations to view all of your call handling rules The Rule Description section displays the components of the highlighted Call Handling Rule You can edit call rule trigger filter and action settings that are underlined in this section This section is identical in appearance and function to the Rule Description section of the Call Rule Editor described in section 5 5 2 on page 63 To add new filtering conditions or to change the event trigger access the Call Rule Editor by pressing the Modify button Emergency Calls When a user dials a number that is recognized by the MX dial plan as an emergency call MXIE displays the Emergency Calls panel as shown in figure 5 26 to all active operators Emergency Calls gency d Figure 5 26 Emergency Calls panel 68 6 1 Video Calls Chapter 6 Video Call Video Calling is not currently supported 69 MXIE User s Manual 70 7 1 7 2 7 2 1 7 2 2 Chapter 7 Operators and ACDs Introduction In addition to logging into MXIE through your user role you can also log into MXIE as an agent of any ACD Hunt Inbound Call Center and Operator Group to which you are assigned MXIE opens a role partition for each group to which you login as described in section 3 1 4 1
119. eceived by the Sales Inbound Call Center group 121 MXIE User s Manual 10 4 3 2 Agent Public_Relations contains unanswered messages received by the Public Relations ACD group If a role is active the corresponding folder displays a expand collapse icon In figure 10 2 Agent Public_Relations is the only first level directory entry that does not display the expand collapse icon This indicates that the user is not logged in as a Public Relations agent and does not have access to the Public_Relations voice mail folders The second directory level lists the mail folders that are accessible to each MXIE role In figure 10 2 the User role Messages has direct access to five mail folders Call Recording Deleted Fax Inbox and Sales All operator and agent roles each have access to an inbox and a fax box Other directory levels third and lower list mail folders that are subdirectories to higher level mail folders In figure 10 2 Inbox Outgoing Fax and Sent Fax are mail folders that are subdirectories to the Fax mail folder Mail Folder Types MXIE provides two types of mail folders System folders are the initial repository for messages that you receive or mark for deletion MXIE defines the following system voice mail folders Call Recording files store your on demand voice call conversation recordings Messages is the only folder that contains a Call Recording folder Deleted is a temporary folder for v
120. ed 2006 04 contains all text messages sent and received during April 2006 Within that subfolder the file named 20060423 contains all text messages sent and received on 23 April 2006 The folder named 2006 04 will contain one file for each day that you either sent or received an instant message Press the Browse button to select a storage directory from a drive in your local network Files are automatically removed after a specified time by entering a value in the Delete after days entry box Always Dock Instant Message Windows Select this option to dock instant message windows that you are initiating or receiving to any instant message window that already exists Messages Preferences The Messages Preference panel shown in figure 4 11 defines the behavior of the enter key when sending messages and controls the receipt of instant messages by your phone To open the Messages Preferences panel open the User Preferences window by selecting File Preferences from the main menu bar then select Messages option directly below the Instant Messaging option in the panel directory Message Sending Options The input panel of the message window is used for typing and sending messages In addition to using the Send button the Enter key can also transmit messages The send options define the MXIE response when you press the Enter key Enter sends text Ctrl Enter gives new line when this option is selected typing the Enter key is equivalen
121. ed with either your user name or extension and with the domain of your MX system Role An MX data type that defines the functions that an account owner can assume when logging into MXIE Role types defined by the MX include Users Operators ACD Agents and Administrators Role Partitions A subsection of the session list that contains the session blocks for a specific role Session A communication transaction between two or more endpoints One endpoint requests a connection with one or more other endpoints and is established when one or more of the addressed endpoints agrees to the connection Session Blocks A session list component that represents an open MxX session A session block displays the name of the other session participants the session type and the duration of the session Session Control Buttons Session control buttons are optional components of a session block that provide single button access to functions that control the session Session List AMXIE window region that displays blocks that represent all open sessions of which the MXIE instance is controlling Softphone The Softphone is a MXIE tool that allows you to perform voice calls through MXIE without using a hardware device Status Bar The MXIE window region located at the bottom of the window that displays the user s binding status and presence status TAPI Telephony Application Program Interface TAPI is a standard program interface that supports commun
122. eeting recorded name or extension to the caller The auto attendant greeting is the greeting played by the auto attendant to a caller prior to routing the caller to your extension Group Boxes Group voice mail boxes store messages for operator ACD and hunt groups Each group is assigned one group mail box A group box can be accessed by each member of the group assigned to the box Group assignments are made by the system administrator and cannot be modified from the voice mail server Group box properties include Number The mail box number is the access code for the group mail box through the voice mail server This number is the same as the operator ACD or hunt group extension and is set by the system administrator Password Group mail boxes do not have passwords You access a group mail box by logging onto your group roles and entering your MXIE password Capacity The system administrator sets the following mail box capacity limits total number of messages maximum length of mail box messages total length of all mail box messages Group mail box capacity limits cannot be edited through MXIE 116 10 Voice Mail Faxes and Call Recordings Recorded Name The Recorded Name is an audio recording of the group name The system introduces messages that the group sends to other mail boxes with this recording The recorded name for a group box can be configured only through the voice mail server Greeting Conte
123. eference panels and exit the window 10 3 1 Chapter 3 MXIE Window Components The MXIE user window is the primary window for accessing MX services In addition to initiating and managing communication sessions you can adjust your presence view the presence of other system users bind a device for making voice calls and access your address book calling log incoming faxes and voice mail from this window Figure 3 1 displays the components of the MXIE user window The appearance of this window is customized in the Appearance User Preferences panel as explained in section 3 2 on page 22 MXIE User Janie Newsome Toolbar w B Al EJ Not availabe RK Busy ias Lunch A in a Meeting Abe Right Back A Appest Diline Buddies ESales BI Lott K Harmah Poulson Session List O Kelvin Mason A Mathilda Rolins Buddy List K Adem Pierce A Charie Smith K Dana Thomas K Even Wayne K Francis Young Presence Bar Missed Calls 3 missed calls Missed Call Icon Messages a You have 3 new voice messages VM View Icon Status Bar gt y 000BEASO1F18 Call External Binding Status Presence Status Handling Messaging Rule Status Status Figure 3 1 MXIE Window 11 MXIE User s Manual 3 1 1 3 1 2 Main Menu The main menu is located below the title bar and above the toolbar on the MXIE User Interface as shown in figure 3 1 Each word on the main menu accesses a drop down panel through which you can a
124. eferences The Audio Output Preferences panel shown in figure 3 18 determines the Audio Driver that MXIE uses to play your voice messages and audio notifications The available options depend on the audio boards and sound drivers installed on your computer User Preferences Appewance Audio Deet Application Play voice mais and sound netiicatons using Cal Harding Use Window default Cal Log Cals Chat and IM Chat and IM Mestages Dee Acoest Pokey Messages Confirmations Notiicaton Presence Tooba Soltphone Sounds Figure 3 18 Audio Output Preferences Select Use Windows Default or Primary Sound Driver to select the sound driver that is specified as the Default Device in the Audio panel of the Sounds and Audio Devices Properties window Windows XP or the Preferred Device in the Audio panel of the Sounds and Multimedia Properties window Windows 2000 Select any other option to specify a driver that is installed on your computer 26 4 1 4 2 Chapter 4 Text Messaging Introduction Text Messaging services allow MX users to exchange text messages with MX users logged into the same system as well as other people that can be access across the internet MXIE text messaging is categorized as follows Instant Messaging IM exchanges text messages between MX users that are logged onto the system External Messaging exchanged text messages between MX users and anyone using one of the following
125. egistered contact The Device Access Policy preferences window described in section 5 2 5 on page 46 controls user access to your registered contacts Bind Device by ID This option binds your MXIE instance to an MX managed device To bind MXIE to a managed device 1 Select this option and press the Next button 43 MXIE User s Manual 5 2 2 3 5 2 2 4 5 2 2 5 5 2 2 6 2 Enter the device ID of the managed device to which you want to bind your MXIE instance The device ID which is case sensitive must be entered exactly as defined in the MX device database Contact your system administrator if you have problems entering the device ID 3 Press the Next button If the binding operation is not successful this panel will describe the problem that MXIE encountered Bind Registered Contact This option binds your MXIE instance to an MX registered contact To bind MXIE to a registered contact 1 Select this option and press the Next button 2 Select the contact name from the list that identifies the unmanaged device to which you want to bind your MXIE instance An empty contact list implies that there are no devices registered with the system that can serve as your registered device 3 Press the Next button If the binding operation is not successful this panel will describe the problem that MXIE encountered Bind by a Call from the Device This option binds your MXIE instance to an MX managed device that you des
126. ention 76 agent monitor 004 76 agent presence summary 77 agent statistics o o 84 85 Call queues eene rio 75 group statistics 82 84 momnitorg 6 eee eee 77 82 presence configuration 99 supervisor functions 76 87 supervisor preferences 76 Inbound Call Center agent 93 buddy list o oooomoooo o 17 TOLE dada 8 role partition 13 Inbox message folder 122 inhibit call recording icon 16 initiating voice calls ACTA esa pois tie eect susie eee 162 164 Maximizer 0005 158 162 E LEE 48 Outlook ee sete cnet E 155 158 input panel message window 32 installation software UA a 6 BOUTS aii dt tds 5 installing fax printer driver 135 182 Index instance accessing current 04 7 opening NEW 7 instant message buddy liSE EEN aridan 19 definition 1 27 178 preferences 406 36 39 IONE pa a acevo et Son denne ES 25 see also text message Instant Messaging preferences 36 introductory remarks recording 131 J jabber external messaging 29 K keyboard shortcuts 4 16 keyboard Softphone 60 L language CHANGING econo iaa rahe dni rete 8 SOLE CHT dada Garonne a tart 6 large session icons 04 24 laun
127. er record from the address book You can add or delete records from only your local address books Search by Name 5 data box searches the address book for a first or last name To perform the search type the name in the entry box and press the enter key Save and Close 6 button saves changes to the address book and closes this window Cancel 7 button discards all changes and closes the address book Address Book Import Address Book Import merges the contents of a data file into the address book that is selected in the book tree To start the import operation press the Import Book button on the Address Book toolbar or right click the mouse while pointing at an address book in the Book Tree and select Import Book MXIE does not support merging the MX Directory with contents from another file The title bar of the Address Book Import windows lists the name of the Address Book that will receive the imported records To set up an import operation complete the following panels Select Source File Figure 9 10 displays the Select source file panel Specify the import file by pressing the Browse button and selecting a file from your local drive or network You can also specify a file by typing its full path name in the File Name entry box After specifying the source file select one of the following radio buttons to determine the method of handling records that duplicate contact entries that exist in the address book
128. es The Sounds Preferences panel shown in figure 3 17 determines the tones that MXIE plays to alert you of incoming messages session requests and failed communication attempts To open the Sounds Preferences panel open the User Preferences window by selecting File Preferences from the main menu then select Sounds in the panel directory User Preferences Address Book Dalma Acton Shown Propere Sort Ordes Aone ance eg o Evert Sound file name 2 On recept of IM C WINGOWS Medkrichenes wav Device Access Polop Li ne Q extemal CAWINDOWS Medaada war Instant messaging Messages E kk ye CAWINDOWS Medaluingn way Messages SS Confamstions ivi Call on hold CA WINOOWS Meda VA rdows gt P Drg way 5 conde Notification ei AR nd v For fakse 1 rende Tools Li Fos voce mad CWANDOWS Meda Wrdowt XP Restoin wav 10 rutas Softphone Ando Parameters F Presence alert CAWINDOWS Medis chond ware No melll Super yvenor Figure 3 17 Sounds Preferences panel The Volume Bar at the top of the panel adjusts the volume level of the sounds played by the PC Moving the vertical bar left to decrease the volume or right to increase the volume Each row in the table below the represents a MXIE event The cells within a row determines the characteristics of the sounds triggered by the MXIE event First column untitled A checkmark tick in this cell indicates the event listed in this row will trigger the playing of a soun
129. esence ooooooccoocoocoo o 94 Goldmine TAPI support 148 greeting recording mail box group 04 117 mail box user 0000005 116 greetings auto attendant 128 USET aee note pata ae andea Gel 127 group profile ooooooooo 8 178 hold definition srini rn id 178 TOE KEY cado it 16 CON is 12 16 TORE vu seas E een Ee EN 25 VOICE Call vii ts aaa 53 hotkeys acti ados 16 hunt group agent buddy list oooooooo 17 definition 178 presence configuration 99 presence rules 0 93 presence states oooooooooomoo 92 EE da e o dees 3 8 role partition 13 hunt group definition 178 l icons address book 13 ANSWEF ae bana tae ma Bet deck oe 16 call recording on demand 16 Callbacks vii a Saad EN 14 conference call oo ooo o 12 disconnect 220 12 16 A cus ee die 12 16 inhibit call recording on demand 16 E EE 15 VOB bn ii ee Gh Ape 13 log panel nacion aras 143 message window ooooocoooooo 12 MXIE toolbar 6 00085 12 PICKUP e det akan Kn 13 POE SAR oe 16 LEE 15 text message eee eee 12 transfer 12 16 Voice call vano pi AN 12 VOICE Mail ir g e EAA GNE es 16 ICQ external messaging 29 import address book 111 114 ina meeting state ooooommmoo 90 Inbound Call Center agent callinterv
130. f controlling multiple phone calls To open the Device Access Policy Preferences panel open the User Preferences window by selecting File Preferences from the main window then select Device Access Policy in the panel directory User Preferences Address Book Dolma Acton Bidro to my device Shown Propertes Allow all users to bind to my devices Sort Onder e 8 Allow only usess matching my proble to bend to my devices bopesance a Do mat allow ary wers to bind bo my devices Foe maple incoming calls Co Manage using MIE for my bound device Etema mea O Rings wang ds y Insia mestagna Messages Messages Confirmations Nolbicabion Presence Toolbar Softphone A o Parameters Sari Figure 5 3 Device Access Policy Preference panel 46 5 Voice Calls 5 2 5 1 5 2 5 2 5 3 5 3 1 Binding to My Devices This section defines access rights that other users have to your registered contacts You can select one of the following options Allow all users to bind to my devices This option allows all other MX users to bind to your registered contacts Do not allow any users to bind to my devices This option denies all other users binding access to your registered contacts Allow only users matching my profile to bind to my devices This option allows only users with an identical user profile assignment to your own refer to section 1 2 1 on page 2 to bind to your registered contact Contact your sys
131. for displaying window text 1 Open the Select Language panel by selecting File Language from the main menu 2 Getting Started 2 5 2 6 2 6 1 2 Select the desired language from the Select Language panel shown in figure 2 4 3 Press the OK button to enable the change Press Cancel to return to the MXIE window without changing the display language Passwords The password required by the user login panel is the MX password that is assigned to your user account This password is also required for accessing voice mail and for users that have administrator rights the Administrator UI All passwords are case sensitive After logging into MXIE you can change your password from the Change Password panel by selecting File Change Password from the main menu This panel shown in figure 2 5 displays all entered data as asterisks The Administrator UI defines the minimum size and other password restrictions Change password Curreri password H Now password Corbin new patsword or Cancel Figure 2 5 Change Password panel To change your password 1 Type your password in the Current password entry box 2 Enter the proposed new password in the New password entry box 3 Re enter the proposed new password in the Confirm new password entry box 4 Press the OK button to activate the password change and close this window MXIE will notify you with an error condition if the contents of the New password and
132. g in the call s session block and select Transfer Session List press the Transfer session control button Toolbar press the Transfer icon in the toolbar Keyboard type T or t from your keyboard Session List drag and drop the session block of the call to the address book or buddy list contact that is to receive the transferred call The first four options generate a Transfer data entry box for specifying the recipient of the transferred call The last option specifies the call recipient and does not require the data entry box MXIE User s Manual 5 3 6 4 5 3 6 5 Attended Transfer An attended transfer differs from a blind transfer in that you speak to the party to whom you are transferring the call prior to the transfer Attended transfers are also called merged calls To perform an attended transfer L Call the first party 2 Place the first party on hold using one of the MXIE hold options described in section 5 3 4 1 3 Call the second party 4 While the cursor points in the session block of the second party either right click the mouse and press the Transfer session control button or drag and drop the session block to the desired contact in the buddy list or address book Right clicking the mouse provides two transfer options as shown in figure 5 14 One option is Transfer which generates a transfer entry block for specifying the blind transfer recipient of the Bonnie Hopkins call The second option
133. gent or hunt group agent When you select this checkbox your agent or operator presence changes to Not Available whenever you accept a call in your role as a user The Agent or Operator role returns to the Available presence state after the completion of the call Make my presence as an operator or member of an ACD Group Not Available This option automates your operator ACD agent or hunt group agent presence response when you manually change your user role state A presence rule changes the state of your operator or agent presence to Not Available whenever you manually change your user role state to one of the states selected within this option The operator or agent returns to the available state when you manually change the user role presence to a state not selected within this option 99 MXIE User s Manual 8 5 2 4 8 5 3 Select the All radio button to select all presence states Each presence state icon is depressed by selecting the All button Select the Selected radio button then use your mouse to depress desired presence state icons to select a portion of the presence states Example In figure 8 10 the Selected option is enabled the presence rule will change the operator or agent presence state to Not Available when the user manually changes the user role to At Lunch In a Meeting or Be Right Back The icon style and display format of the icons on this panel are determined in the General Preferences window
134. he Filter Bar specifies the list of call recordings displayed by the window Criteria used to select calls include From The From data fields specify the beginning time for the range of the listed call recordings To select a start time place a mark in the From selection box and enter a date and time in the corresponding data entry fields If the From selection box is unselected the earliest call recording in the database that meets all other criteria is listed From The To data fields specify the ending time for the range of the listed call recordings To select a end time place a mark in the To selection box and enter a date and time in the corresponding data entry fields If the To selection box is unselected the latest call recording in the database that meets all other criteria is listed User The User selection box and menu specifies the user whose calls are automatically recorded The User menu only displays users whose call recordings you are authorized to view To select a user place a mark in the User selection box then select the user in the User menu When the User selection box is unmarked the table lists all calls for all call recordings that meet other filter criteria Call Center The Call Center selection box and menu specifies the ICC group whose calls are automatically recorded The Call Center menu only displays groups whose call recordings you are authorized to view To display all calls for
135. he User Interface reaction to Address Book edit requests controls the permanent placement option of the Address Book on top of the MXIE specifies a storage location for your personal address books determines the data fields that are displayed for each Address Book entry determines the contact sort orderin the address book and specifies the MXIE reaction when you double click on an address book entry To access the Address Book Preference panels press the options button in the Address Book toolbar as shown in figure 9 2 or select File Preferences from the main menu Address Book Preference panel The Address Book Preference panel shown in figure 9 4 determines the Address Book Operations that require confirmations controls the display of the address book and specifies the local storage location of address book information To access this panel select Address Book from the User Preferences panel 106 9 Address Book 9 2 1 1 9 2 1 2 9 2 1 3 User Preferences ACD and Operalos Condimatone Dela Acton Ez Delete ento Shown Properties 1 so Ode E Dele bosk ZC C Delete emy book Agetcation Cal Handing At Call Log C Always on top Cols Dewee Access Pokey Storage Message Messages Led Notification Presence Tooba Saltphorne ado Parameters Sounds Supervisor Instant messegng A C Documents and Settings jarie newsome Anoicaton Data Zullys Mx Settings ackkez Select Jf Save at Figure 9 4 Address B
136. he following actions place the SIP device on hook press the Hang up button 161 MXIE User s Manual 12 3 1 3 Hold and Transfer is not directly supported by Maximizer With MXIE these features can be used with Maximizer ACT There are three ways to initiate a call using ACT from the main menu by selecting Contact Call Contact as described in figure 12 27 New Contact Insert Px Duplicate Contact AC Delete Contact Ctrl Delete Schedule Call Ctrl L E Schedule Meeting Ctrl M Ih Schedule To do Ctrl T Clear Activity Ctrl D Clear Multiple Activities Ctrl Shift E Bel Reschedule Activity Ctrl Shift D EI View Edit Activity Details Sei Send Activity Ctrl Shift 5 SS Create Edit Activity Series EA Schedule Activity Series DI Insert Note F9 8 Record History Ctrl H H Attach File Ctrl I e Group Membership Ga E mail Addresses gl Phone Contact Figure 12 27 Making a call using the menu on ACT right click a contact and selecting the Phone Contact menu item as shown in figure 12 28 pressing the Dial Phone button in the toolbar shown in figure 12 29 To place a TAPI call with ACT 1 Ensure MXIE is logged into MX and bound to a device If MXIE is not logged into the MX an error message as shown in figure 12 30 will appear when you try to initiate a call To resolve this error message click the OK button and login with MXIE to the MX MXIE screen prompts wo
137. he window 62 5 Voice Calls 5 5 5 5 1 5 5 2 5 5 2 1 5 5 2 2 Handling Incoming Calls Introduction MXIE uses a call handling plan to manage incoming calls that you do not answer The call handling plan comprises rules that determine the MX response to busy and unanswered calls on the basis of your call handling status presence state the call source and the time day and date of the call This first part of this section describes the structure and creation of call handling rules followed by a discussion of combining these rules to create a call handling plan Call Handling Rules Call handling rules evaluate an incoming call and determine the MX reaction on the basis of the call characteristics Each Call Handling Rule comprises three elements an event trigger a set of filtering conditions and a call handling action When the call matches the event trigger and filtering conditions the call handling action determines the call disposition Call Handling Rules are created and edited in the Call Rule Editor window shown in figure 5 21 To access the Call Rule Editor select File Preferences from the main menu select Call Handling then press the New or Modify button in the Call Handling preferences window The Call Rule Editor comprises the four following sections Rule This section configures the rule name Check Events Triggering the Rule This section specifies the rule triggers Check Condition
138. his rule is configured in the ACD and Operator preferences window Inbound Call Center and ACD Group Agents The following rules define conditions that trigger a transition between ACD group and Inbound Call Center agent presence states Available to Active This transition is triggered when an agent initiates or accepts a call This rule cannot be removed or changed Active to Wrap up This transition is triggered when an agent terminates a call Wrap up to Available This transition is triggered after remaining in the wrap up state for a specified period Wrap up time is configured in the ACD and Operator Preferences window Available to Not Available This transition is triggered when the agent changes to a specified state within the role as a user This rule is configured in the ACD and Operator Preferences window Hunt Group Agents The following rules define conditions that trigger a transition between Hunt Group agent presence states Available to Active This transition is triggered when an agent initiates or accepts a call This rule cannot be removed or changed Active to Available This transition is triggered when an agent terminates a call Manual State Transitions You can also perform many manual state transitions from the MXIE window As shown in figure 8 4 the MXIE window defines two areas for manually changing your presence state 93 MXIE User s Manual MAXIE User Jante Newsome File A
139. his section defines the rule name Notify Me This section specifies the times when rule triggers a notification message Send Notification by This section specifies the type of message that the rule triggers Attach Message This section permits the sending of the voice message or fax as an attachment to the notification message Check Conditions This section specifies the rule filters Rule Description This section specifies the rule action and parameters of selected filters and triggers All underlined text in this section links to dialog panels that configure the trigger filter or action referenced by the text 138 10 Voice Mail Faxes and Call Recordings 10 7 2 1 10 7 2 2 10 7 2 3 Notification Rule Editor Notty me Zei Each hme l recava a raw traia With an sogregsted notification al a regula interval C Meis hon 0 Message is older than Time of dey Figure 10 17 Notification Rule Editor Rule Name Re Notily Me by E mad al janie reinas com When Message meda is yore and Mestage class n roma end Time of den rom 12 00 PM to 100 PM and On days of Week Man Fi The rule name is the label that identifies the rule within its notification plan To configure the name of a notification rule enter text in the Rule data entry box at the top of the Notification Editor window as shown in figure 10 17 Notify Me The Notify Me section determines when the MX sends a notification
140. ications between a computer and phones SIP voice call devices and other phone connected resources such as faxes and data modems Toolbar Address Book The Address Book window region that provides single button access to address book display and edit function Toolbar MXIE The MXIE window region located directly below the main menu that provides single button access to many MXIE functions Transfer An operation where you send an active voice call to another user or phone number MXIE supports attended and blind transfers Transfer Attended A transfer operation where you speak with the person receiving the transferred call Transfer Blind An transfer operation where you do not speak with the person receiving the call TSP Telephony Service Provider A TSP is a dynamic link library that supports control of a communications device through a set of exported service functions MXIE provides a TSP to support TAPI Unmanaged Device A SIP device that is connected to the MX but is not defined in the MX device database and is not assigned a unique device ID Voice Call A Voice Call is the real time exchange of audio messages between two system users 179 MXIE User s Manual Voice Mail A telephone audio message mail box and the messages within that box Wrap Up State An ACD agent presence state An agent is moved to the Wrap Up state after completing a voice call then moves to the available state after a specified per
141. icense is required to run the Advanced MXIE Softphone The Advanced MXIE Softphone includes all basic features plus the following G 729A and G 729AB codecs Voice Encryption Do Not Disturb DND Call Conferencing The Softphone Preferences panel described in section 5 4 7 describes the method of selecting a preferred codec for your calls 58 5 Voice Calls 5 4 2 5 4 3 MXIE User Janie Newsome Fie Actions View Help aaax BLUE K Available FoNotAvaistle Ru Busy Ha Lunch Ay inaMesting Z fe Befi Back A Apoes Olfina Eydt K Hannah Poulson Kelvin Mason A Matilda Rolins K Adam Pierce A Charle Smith K Dana Thomas K Evan Wayne K Francis Young Figure 5 18 Softphone on the MXIE System Requirements The minimum PC requirements for running MXIE shown in figure 1 1 on page 3 also describes the minimum Softphone requirements for the PC components that are listed In addition to these components using the Softphone requires that your PC is equipped with the following hardware Sound card with Windows 2000 or XP drivers Multimedia headset or multimedia PC speakers PC microphone may be included on multimedia headset MS Windows provides a Sound Recorder utility for recording through your microphone and playing back sound through the speakers You can verify the quality of sound recordings made through your computer independent of the Softphone through this utility On most computers you
142. ield that is right of the icon and type a text message This text is saved with the voice mail In figure 10 2 Resume contact on 10 1 is the text message that will be saved with the highlighted message from 398 427 8660 You can enter a maximum of 255 characters in the comment field Listening to Voice Messages and Recorded Calls The Play panel shown in figure 10 5 is located at the bottom of the Message list and controls the audio playback of the selected Voice Message or On Demand Call Recordings Play panel buttons include 124 10 Voice Mail Faxes and Call Recordings 10 4 4 3 10 4 4 4 10 4 4 5 Voice Mail Settings 1 Opens the Voice Mail Settings window described in section 10 4 5 Play Pause 2 Begins playback of the selected voice mail message When MXIE is playing a message this area displays the Pause button Pressing the pause button temporarily stops playback of the selected message To resume playback press the pause button again Stop 3 Stops playback of the audio message and resets the playback pointer to the beginning of the message Progress bar 4 Displays the message playback progress The vertical bar moves across the horizontal track during playback You can move the bar with the mouse to replay or skip portions of the message Volume 5 Adjusts the volume of the message playback Oi m Figure 10 5 Play panel buttons Replying to a Voice Message To repl
143. ignate by making a voice call To bind MXIE to a device through a call 1 Select this option and press the Next button 2 The MXIE panel will display a phone number and a timer Dial that number from the device that you want to bind to your MXIE instance before the timer expires 3 Press the Next button If the binding operation is not successful this panel will describe the problem that MXIE encountered MXIE cannot bind unmanaged devices to your instance through this option Bind to Internal Softphone This option binds your MXIE instance to the MXIE internal Softphone You can bind only one instance to the Softphone To bind MXIE to the Softphone select this option and press the Next button If the binding operation is not successful this panel will describe the problem that MXIE encountered Bind Recent This option allows you to select from a menu of devices and registered contacts to which your MXIE was recently bound This menu may include devices that are removed from the system or names that are no longer valid To bind MXIE to a recently bound device 1 Select this option and press the Next button 2 Select the device or contact name from the list that identifies the SIP device to which you want to bind your MXIE instance 3 Press the Next button If the binding operation is not successful this panel will describe the problem that MXIE encountered 44 5 Voice Calls 5 2 3 5 2 4 Cancel a Device Bind
144. ime DU Average talk time D Maximum wait time D Average wail time for answered calls D Average wait time for abandoned calls D Average wan time for all calls D Available D Not Available D Busy O Logged Out D Total D Calls currently in queue D Calls transferred to external number O Disconnected calls 1 DEM E ss 25 M 4 di Marketing Tech Support Wallboard Ready Figure 7 15 Wallboard Data Sheet implemented in Excel Available Not Available Busy Logged Out Total Calls currently in queue Calls transferred to external number Disconnected calls Worksheets reference the information received by the data sheets and are used to create the Wallboard Excel documentation describes the creation of charts and the formatting of Excel sheets Figure 7 16 displays a sample Excel wallboard sheet 87 MXIE User s Manual Primary Call Center 25 Apri 2005 15 35 04 Caller Area Calisin Time In ae Ze Not Logged Queue Queue Available Out Figure 7 16 Wallboard worksheet 8 1 8 2 8 2 1 Chapter 8 Presence Introduction Presence is the MX service that uses and distributes the availability of each system user Presence information allows you to verify the availability of system users before attempting to contact them You can also choose when to receive calls by defining call handling rules based on your presence status Presence improves overall enterprise productivity by reducing calls t
145. ina by dela Use analog fre by delat Call Preferences panel Show Session Control buttons Select this option to display the session control buttons as shown on the right side of session block 1 in figure 3 15 When this option is not selected the session blocks resemble the right side of the session block 2 23 MXIE User s Manual 3 3 2 3 3 3 Large Session Icons Selecting this option displays large icons in your session blocks as shown on the left side of block 1 in figure 3 15 When this option is not selected the left side of your session blocks resemble block 2 Chal Smith me SI 1 2 nu Large Scasion Control Iran Nitians Charlie Smith 07 12 S 5mo innn Figure 3 15 Session Block Appearance options Calls Calls options specify the manner in which your computer displays an inactive MXIE User Interface window if you receive a call while working within another program Show MXIE and change focus When this option is selected your computer displays the MXIE User Interface and makes it the active window whenever you receive a call Show MXIE but do not change focus When this option is selected your computer displays the MXIE User Interface whenever you receive a call but your current active window remains active Do not show MXIE When this option is selected your computer does not automatically display the MXIE User Interface whenever you receive a call You can view the user inte
146. ing The following actions cancels a device binding Select File Cancel Bind from the main menu bar Click on the binding status text on the left side of the Status Bar and select Cancel Bind from the drop down menu Bind your MXIE instance to another device This cancels the binding of the initial device Physically remove the device from being registered with the MX Device Monitor The MXIE device monitor shown in figure 5 2 displays the managed devices that are assigned to your user account To access the device monitor select View Devices from the main menu 0001 102C8B4 buurid E cooseasocosc Wayne Evan wayne Evan E 0000CA4001110 logged into Dtis Johnzon Tis cohinson bound lol sip 000 E 102C8462 10 2 31 23 5060 Zultys ZIP 2 Figure 5 2 Device Monitor window The Device Monitor displays one device block for each device to which your account is either bound assigned or logged and each unmanaged device that is a registered contact for your account Blue device blocks are displayed for managed devices to which you are assigned or registered contacts for your account Gray device blocks are displayed for devices that are not assigned to you and are not registered contacts for your account The top line of the device block displays the Device ID number if the device is a managed device the registration address if the device is an unmanaged device your binding or logged in status w
147. ins 9 20 2006 12 21 58 PM Cal Recording 3984526160 9 20 2006 12 56 08 AM Deleted 3984278550 9 20 2004 10 54 17 AM Fax e Inbox 3 Dana Thomas 9 19 2006 11 44 38 AM Outgoing Fax di Francis Young 9 18 2004 4 09 09 PM Sent Fax Inbox 3 Hanmah Poulson 9 18 2006 4 08 46 PM Sales D Charlie Smith 9 15 2006 8 16 10 AM Operator Freet Dech El phonettunknown 9 12 2006 6 39 42 PM Fax Inbox Supervisor Cal Recording Fax Inbox Agent Tech Support Cal Recording E Resume contact on 10 1 Fax Inbox JC Figure 10 2 Voice Mail window Mail Box Directory Mail folders organize and store your messages MXIE implements a hierarchical structure to organize your messages and folders Hierarchical Levels The left panel displays the available message folders in a hierarchical tree diagram Each Message directory has a minimum of two hierarchical levels The first directory lists the mail folders that are accessible to your active MXIE roles as described in section 2 3 2 on page 7 The Mail folder directory displays one first level directory entry for each active user operator and agent role Figure 10 2 displays an example of a directory that has four first level directory entries Messages contains messages received by the MXIE owner within the role as User Operator Front_Desk contains unanswered messages received by the Front_Desk operator Supervisor Sales contains all unanswered messages r
148. intervention This feature is not supported in version 3 0 Barge In This tool allows the supervisor to speak to both parties of an agents call similar to a three way conference The call between the agent and the other party is normally resumed when the supervisor leaves the conversation Supervisor Preferences The Supervisor Preferences panel shown in figure 7 4 configures the content of the Supervisor menu on the main menu and the appearance of agent presence status icons on the supervisor monitor panels To open the Supervisor Preferences panel open the User Preferences window by selecting File Preferences from the main menu then select Supervisor in the panel directory This option is only available if you are logged into an agent role as a Supervisor Agents Status This option controls the display of agent presence states on all supervisor panels Access the drop down menu to select Picture only Picture and Text or Text only Wallboard This option specifies the Excel file that MXIE uses to prepare and display the presentation of Inbound Call Center statistical information Section 7 3 5 on page 86 describes the MXIE wallboard function 76 7 Operators and ACDs 7 3 3 7 3 3 1 User Preferences ACD and Operator Address Book Agents status Default Action x TA Shown Properties g Picture nd Text v Sort Order Appearance Wallboard Application Call Handling Excel workbook xls Call Log C Mx_Ad
149. io Devices The Audio Devices section determines which audio hardware the Softphone will use during its operation If your PC has multiple audio cards this panel allows you to program the phone to use a different card for each function User Preferences Address Book Default Action Shown Properties Play received audio using Sort Order Use Windows default Appearance Application Call Handling Call Log Microphone EEn Calls No audio devices detected Audio devices Play ring tone using Use Windows default Device Access Policy Call tones External messaging Second call tone Instant messaging Short High Tone Messages Messages Confirmations Notification Preferred encryption mode Presence Toolbar Softphone Audio Parameters Sounds Hold reminder tone No Tone l Normally off Figure 5 20 Softphone Audio Parameters Preference panel This option allows you conduct a conversation through a headset connected to one audio card while playing the ring tone through external speakers connected to another audio card This configuration allows you to listen for a ring tone without wearing the headset Button Bar Press the OK button to enable the changes to all User Preference panels and exit the window Press the Apply button to enable the changes to all User Preference panels without exiting the window Press the Cancel button to discard changes to all User Preference panels and exit t
150. io buttons located right of the selection box determine the sorting order Then Sort Then Sort entry boxes specify the second and third sort keys from top to bottom respectively Entry Information The Entry Information data entry form is accessed from the Address Book Contact List when editing an existing record or creating a new record Figure 9 8 displays the data entry form of an MX user contact To access the Entry Information panel right click on a contact in the address book and select Open Entry Information Address Bar Ful Name Borrie Hopkins Mobde Phone Compary Home Phone 398 7421221 Business Phone 3514 Ema Bonnie Hopkine eamplecom com Data Fax Number Emal Entry SIP Address Borrie Hopkins namplecomp com ad a Maat External r gt Messaging co e 254597814 ip Adirer etemal IM contact Button Bar 1 2 3 4 5 6 7 Figure 9 8 Address Book Contact Entry Form Grey data entry boxes indicate parameters that you cannot edit In figure 9 8 the Full Name Business Phone and SIP Address parameters cannot be edited These parameters are always read only in the MX Directory address book You can usually edit all fields within the data entry form for a personal address book The Address Bar lists the name of the address book on the left side and the record number within the book on the right side Records are listed in alphabetic order by last name The Data Entry area provides data entry boxes for address bo
151. iod Wrap Up Time The period that an individual user waits after completing a voice call until the system transfers the user s presence state from busy to available Wrap Up time also defines the period that an ACD agent remains in the Wrap Up state 180 A access number mail box group 055 116 mail box user 00 eee 116 accessing current instance 7 accounts MX it tale leek beeen anes 2 ACD agent buddy Mist mueca ot gett ve 17 definition 177 presence configuration 99 presence rules 0 0 93 presence states 92 role aa aro da tae 3 8 role partition 13 ACD and Operator preferences 99 ACD group definition 177 acoustic echo cancellation Softphone 62 ACT initiating voice calls 162 164 TAPI support 154 version supported 148 actions call handling rules 65 active greeting mail box group ooooooooooo 117 mail box user 00 00 ee 116 active state AGI agent anio ee SE 92 hunt group agent 92 Inbound Call Center agent 92 adding a buddy 6 19 address bar message window 31 address book always on top 0 0008 107 OOK tree ai rs 104 confirmation settings 107 CONCH ist ee ia 104 Ce EE 110 definition 2 177 entry information 110 ICON Nee En 13 DOE
152. is Transfer to user name user name refers to the second party which performs the attended transfer In figure 5 14 Bonnie Hopkins was placed on hold while David Messenger was called then David Messenger was placed on hold while Adam Pierce was called The right mouse button was pressed to generate the options panel Pressing the Transfer icon T or selecting Transfer on the option panel transfers the Bonnie Hopkins call to David Messenger Borne Hopkins mea K Xx On Hod D E Send to voice Mai id Mess AZ David Messenger S 4 Retrieve 2 On Hold x Disconnect Adam Pierce 01 4 5 Park 2 m Transfer Transfer to Adam Pierce Transfer to David Messenger Send to User Voice Ma E Add to Address Book Figure 5 14 Attended Transfer session blocks Park The Park function allows you maintain the state of a call but suspend the conversation Park differs from Hold in that you can retrieve a parked call from any phone on the system To park a call perform one of the following actions Session List right click within the session block and select Park Session List drag and drop the voice call session block into the Park Pickup icon in the toolbar Keyboard type P or p from your keyboard MXIE issues a two digit call code and a multi digit parking number in a popup similar to the one shown in figure 5 15 The parking number in this figure is 25918 The first three digits 259 denote the MX park server extension This
153. is specified Right click on an Outlook contact and select Call Contact from the popup menu Figure 12 15 displays the popup menu when Call Contact is selected Pressing the Dial button in the toolbar Figure 12 16 displays the Outlook toolbar with the Dial button selected Outlook displays call status for various call status The list of call status is described in figure 12 17 155 MXIE User s Manual Atos OO PS Men Lorkact RE New Contact hnr Tans Toapany mew cit budots Shift E New Message bu Calal WE Mew Latter bo Contact ER New Meeting Request ta Cankat Haw Attert wlz iZortac EY Moe Lask for Con zct Haalt Iry fin C ua Lik D Call era Business 1108 268 DE x777 e Cal _sing Neti cconz Bush Fas 1408 326 0451 rolzw Jp AS Reda Foward as ua Spezdba V Fogod CH E hew Coll a Figure 12 14 Making a call using the menu system on Outlook ope amp unt W I Forvzrd 4 NEW Meesaze to Conzect New Sprontire t ath Contact Sa New Meel y Reyes lu Gute 34 Mew Tas for Contact New Trienal ntry ta Cankect Lil D Ze Cl Tuten dE cal Jeng he Meeti q P Faku Jp Crtegcries A Dzate Figure 12 15 Making a call by right clicking a contact with Outlook is 2 Contacts Microsoft Outlook Fle Edt View Fatores Took Amons Hap Eje gt gt zw pra e Figure 12 16 Making a call using the dial button on Outlook To place a TAPI call using Outlook L En
154. ish a voice call and cannot be used to dial another party The three function buttons perform the following operations Conference Press this button to initiate a conference call Section 5 3 4 describes the process of establishing a conference call on MXIE DND Press this button to place the Softphone in Do Not Disturb mode Calls received by the Softphone while in Do Not Disturb mode are managed with call handling rules that are triggered by the any incoming call or no answer events Section 5 5 2 on page 63 for a description of call handling rules Mute Pressing this button disconnects the microphone input preventing the person on the other side of the conversation from hearing you When Mute is active you can still listen to the other person Using the Softphone All Softphone functions are performed through the MXIE interface Refer to section 5 3 on page 47 for instructions on initiating receiving and handling voice call sessions through MXIE Encryption The Softphone supports encryption for voice calls sent over the LAN Encryption allows you to transmit conversations without being monitored by unauthorized personnel You can encrypt a Softphone call if the MX is configured to allow encryption and if all devices in the conversation support encryption To enable encryption on your voice call right click the session block for the call and select Encrypt If your attempt to encrypt the call is successful the session bl
155. ith that device a phone icon that displays the status of the device 45 MXIE User s Manual 5 2 5 A blue icon indicates that the device is active A gray icon indicates that the device is not active An absent icon indicates that the device is an analog phone analog phones are always active Text that is below the Device ID presents the device status information in the following order other user accounts that are assigned to the device these lines are in bold typeface users that are bound to the device users that are logged in to the device Blue device blocks display a disconnect X icon to the right of each user that is bound to or logged into a device Press this icon to remove the user from your device Figure 5 2 displays device blocks for three devices The user is assigned to the top two devices IDs 0001E102C8B4 and 000BEA80000F the third device sip 0001E102C8A6 10 2 31 29 15010 is a registered contact for the user s account The user is bound to the top device Evan Wayne is assigned to the second device and is also bound to it The user can remove Evan Wayne from this binding by clicking the disconnect icon that is right of his name Device Access Policy Preferences Device Access Policy preference window shown in figure 5 3 performs the following services controls binding access by other users to devices that are configured as your registered contacts determines the method o
156. l buttons in the preferences window as described in section 3 3 on page 23 Double clicking a session block performs one of the default actions upon the session it represents Active Call places the call on hold 15 MXIE User s Manual 3 1 4 3 3 1 4 4 Call on hold activates the call Chat Invitation accepts the chat Active chat activates the message window Disconnected chat clears the session block from the list Session Control Buttons Session control buttons when enabled are located on the right side of each session block The session blocks display only the Session control buttons that can be used appropriately at a given time Section 3 3 on page 23 describes the configuration method for displaying and hiding session control buttons MXIE defines the following six session control buttons shown in figure 3 6 Transfer 1 Press this button during a voice call to transfer the call to another user Hold 2 Press this button during a voice call to put the call on hold Disconnect 3 Press this button to disconnect a voice call Answer 4 Press this button to accept a voice call when MXIE is configured to manage multiple voice calls see section 5 2 5 2 on page 47 and is handling at least one voice call Retrieve 5 Press this button to retrieve a call that was previously placed on hold Voice Mail 6 Press this button to send a call directly to voice mail Call Recording O
157. lable NotAvailable Onthe Phone Logged Off Shoulders Y amp Objects Available Not Available Onthe Phone Logged Off Figure 8 2 Presence Icons Operators Available This state indicates that the user is logged in as an operator and can accept calls for the operator groups as assigned by the system administrator Not Available This state indicates that the operator is either working or has temporarily left the workstation On the Phone This state indicates that the operator is handling a phone call and should not be bothered Logged Off This state indicates that the user is not logged in as an operator and is not available to accept calls 91 MXIE User s Manual 8 2 1 3 8 2 2 8 2 2 1 Agents Presence states for ACD Inbound Call Center and Hunt group agents display the availability of the user within these roles These states are referenced by preset call handling rules for ACD and hunt group agents MXIE displays one presence state for all agent roles operator ACD and hunt group assumed by a user Agents can assign presence states for themselves presence rules also assign presence states based on the activity of the agent The following is a list of ACD and hunt group agent presence states Figure 8 3 displays the three sets of MXIE icons that represent these states K E A Sr A Dancers Available Not Available Active Wrap Up Logged Off 2 D 2 Head A
158. made by agerts 6 Unwuccessful call back sequests made by agents 00 00 24 Average hold ime 0002 45 Maamm hoki tine 0001257 Total hold time Figure 7 13 Group Statistics panel The grey bar represents the percentage of agents that are logged out This section also displays the number of callers waiting in the Inbound Call Center queue Statistics Table The bottom section of the panel lists the current and cumulative activity level of agents in the group All cumulative statistics are reset daily as configured from the MX Admin User Interface Total Number of calls in queue This parameter displays the number of callers sent to the queue since the daily reset Maximum number of calls in queue at one time This parameter displays largest number of callers that were waiting in the group queue at one time This parameter is reset daily Outbound calls connected This parameter displays the number of calls that were initiated by ACD agents since the daily reset Call answered This parameter displays the number of calls that have been answered by ACD agents since the daily reset Calls transferred to voice mail This parameter displays the number of calls that have been transferred to voice mail since the daily reset Calls transferred to external number Disconnected Calls Calls abandoned from queue This parameter lists the number of callers that have abandoned their calls while waiting in the queue since the daily reset
159. mation 110 limitations voice mail 128 notification rule editor 138 141 Select Language 8 shown entry properties 108 shown properties oooooooooo 108 SOLE OTOP Seeler ees bla OIE REY 109 text message window 31 user preferences 4 168 Voice Mail Settings 126 see also user preferences panels MXIE user window buddy list o ooooooooo o 17 definition 11 display when receiving call 24 MAIN MEN pacers ER ee den 12 message indicator 20 missed callindicator 20 presence bar 13 95 SESSION Jet viii rs 13 Status bat vivio rare ae 21 COO DAT cris 12 MXIE definition 1 name recording 126 mail box group 6 6 117 mail box user 00 0000s 116 new fax messages 56 118 new MXIE instance 004 7 new voice messages 66 117 NO access State oooooocoommmccoo 91 normal voice messages 117 not available state ACD agent ocococcccccccccccccnoos 92 Inbound Call Center agent 92 Operator 91 SE Ee EA Ee 90 notification message description 136 141 filtering conditions 140 MXIE panel 2006 137 Pla i e Fas eae eee Led 136 TULES Ns E 136 138 O on demand call recordings 119 on the
160. mber of days specified on the Call Preferences panel When you reduce the size of the call log display by altering preference panel settings the call records are only removed from the Call Log panel and can be restored to the display by resetting the Preferences parameter setting Record Parameters Each record displays the following information about the voice call or chat session to which it refers 4 This column lists the record number within the log Icon blank column heading The icon in this column specifies the type and direction of the session Figure 11 2 lists the icons taht are displayed in this column Date This column specifies the date and time that the session began 143 MXIE User s Manual 11 1 2 Call Type icons Direction icons a call sent to voice mail wi incoming call call redirected by call handling rule G missed call eg voice call a outgoing call EI fax call Figure 11 2 Log Icons Service This column lists the operator ACD or hunt group role from which the session was initiated Address This column lists the SIP address of the other party Number This column lists the extension or phone number of the other party Duration This column lists the duration of the session Log Functions You can access log functions by right clicking the mouse while the cursor points in the log as shown in figure 11 3 Functions accessible in this manner include Date Address
161. messages inform other users about your presence status utilize address books to maintain your communication database send and receive voice and fax messages and manage your voice mail box greetings Although MX users can make and receive voice calls without MXIE most users find that MXIE improves their efficiency and productivity The MX requires that operators use MXIE when routing calls and servicing requests for information ACD agents will also find their jobs easier through using MXIE 1 1 1 Text Messages MXIE supports two types of text messages Instant messages are exchanged with other users of the MX system to which you are logged on All MXIE users are authorized to use instant messaging External messages are exchanged with contacts external to your system through a supported messaging system Your MXIE account must be authorized for external messaging to use this feature Chapter 4 starting on page 27 provides instructions on sending and receiving text messages 1 1 2 Session Management A session is a communication transaction between two or more endpoints One endpoint requests a connection with one or more other endpoints and the session is established when one or more of the addressed endpoints agrees to the connection The session finishes when the connection is terminated While the session is established the endpoints can communicate with voice text or video depending on the type of session 1 Within thi
162. min Wallboard S alesCallCenter xls Calls Device Access Policy Instant messaging Messages Messages Confirmations Notification Presence Toolbar Softphone Audio Parameters Sounds Supervisor Figure 7 4 Supervisor Preferences panel Monitors Monitors are MXIE panels that display queue contents callback requests calling statistics and agent summaries for Inbound Call Center groups The Queue Monitor and Callback Monitor is available to all agents and supervisors of a group The Agent Monitor Agent Statistics panel and Group Statistics panel are available only to the supervisors of a group Agent Monitor The Agent Monitor is an Inbound Call Center feature that displays the members of the ACD group and their current activity All supervisors of an Inbound Call Center group can access the Agent Monitor To access this panel as shown in figure 7 5 select Supervisor Agent Monitor from the main menu or press the arrow located left of the Supervisor text on the partition header Agent Presence Summary The top section of the panel displays a presence summary of the agents of the Inbound Call Center group The load indicator bar located on the right side of this section is a graphic presence summary The green bar represents the percentage of agents that are available The yellow bar represents the percentage of agents that are busy or in wrap up state The grey bar represents the percentage of agents that are logged out
163. n Outlook will send the 0 as part of the number string The 0 should not be sent if dialling from the US The 0 should be sent only if dialling from Australia To ensure that the proper number is dialled from all locations omit the 0 from the Outlook entry as following 61 2 8818 3266 From a US location Outlook will dial 011 61 2 8818 3266 Within Australia with area code 02 Outlook will dial 8818 3266 Within Australia with area code 04 Outlook will dial 0 2 8818 3266 Evan Wayne Li Cannot place acall The dence is husy Figure 12 18 MXIE Message when DND or call forwarding is set 157 MXIE User s Manual 12 3 1 2 Microsoft Outlook Figure 12 19 Outlook MXIE not logged into MX error message 5 Press the Start call button If you do not wish to call the contact click the Close button 6 Take the SIP device off hook After pressing the Start call button the SIP device will ring To complete the sending of the number take the SIP device off hook The call status will change to Connected and the device plays the ringback while the call is being established The Connected state is set since there is a connection between TAPI and the MX This Connected state does not indicate a connection with the calling party 7 Terminating the call A call can be terminated by the following actions place the SIP device on hook press the End Call button If the SIP device is placed
164. n the text panel of the same window in the order that they are sent or received The Enter key can insert line breaks in your messages or transmit messages to the other user Section 4 5 2 1 on page 38 describes the process of programming the Enter key for Text Messages Instant Messages that you send to users that are not logged into MXIE are delivered the next time they log in Receiving a Text Message Text messages received from contacts are displayed in the Text panel of the Text Message window A message window containing received text persists until you close the window You can respond to the text message by sending a text message type your reply in the input panel and press the Send button Instant Messages that are sent to you while you are not logged into MXIE appear the next time you log in The resolution method for External Messages sent to your account while you are not logged into MXIE depends on the application transport through which the message was sent View the Text Message History The Instant Messages Preferences panel provides an option to store all of your sent and received When this option is enabled all messages sent and received are added to the specified file Section 4 5 1 4 on page 38 describes the Save Messages in this folder command You can conveniently review these message from the Text Message History panel shown in figure 4 9 by selecting View Text Message History from the main menu The toolbar
165. n Demand 7 Press this button to record the voice call Inhibit Call Recording On Demand 8 Press this button to turn off call recording for the specified voice call NOS aw 123 45 6 7 8 Figure 3 6 Session Control Buttons Keyboard Shortcuts MXIE provides hot key assignments for performing common operations on the current session Figure 3 7 lists the available keyboard shortcuts Key Operation Reference Aora answer an inbound voice call Section 5 3 3 on page 49 Dord disconnect a voice call Section 5 3 7 on page 58 Horh place an active voice call on hold or retrieve a call on hold Section 5 3 6 1 on page 53 Porp park an active call Section 5 3 6 5 on page 56 Rorr reject an inbound voice call Section 5 3 3 on page 49 Tort transfer unattended a voice call Section 5 3 6 3 on page 55 Vorv send an incoming voice call to voice mail Section 5 3 3 on page 49 Figure 3 7 Hot Key assignments for Session block operations 16 3 MXIE Window 3 1 5 3 1 5 1 Buddy List The Buddy List provides immediate and constant access to address entries of people with whom you are in regular contact You can quickly initiate Text Messages and Voice Calls with members of your Buddy List and many session control operations can be quickly performed with a drag and drop of Buddy List icons The Buddy List also may display the presence state for each internal buddy who has configured MXIE to permit you to view their presence and ea
166. n figure 4 6 The address bar displays the names of the users with whom you are communicating The title bar may also include the message application program when sending or receiving external messages The text panel which is directly below the address bar displays the messages that have been exchanged Each message is immediately preceded a header that lists the user that sent the message and the time that the message was sent Header text for messages sent by the other user is displayed in bold typeface The right mouse button accesses a menu from where you can copy clear and select all panel text You can adjust the format of the time and date markers in the Instant Messaging user preference panel as described in section 4 5 1 31 MXIE User s Manual 4 3 2 Address bar IM with Mark Cotton 9 19 59 AM 6 29 2006 Bonnie Hopkins says Congratulations on your promotion 9 20 18 AM 6 29 2006 Mark Cotton K says Thanks appreciate your support over the past several months Text panel 9 20 55 AM 6 29 2006 Bonnie Hopkins says When do you start at your new position 9 21 08 AM 6 29 2006 Mark Cotton K says Two weeks from Monday Toolbar Good luck Input panel Send button Figure 4 6 Message window The toolbar provides immediate access to common tasks that you can perform with the contact specified in the title bar single window or the active panel docked windows The list of available tasks depen
167. nd displaying only a subset of your buddy list at a given time Buddy List The MXIE User Window region that displays the presence of system contacts that are configured as your buddies Call Handling Plan A list of active call handling rules that determines the MX reaction to calls that you do not answer Call Handling Rule An instruction that evaluates the properties of an incoming call and determines the MX reaction to that call Call Log A MXIE window that contains a history of the each voice call and chat in which the individual user participated CSV File An ASCII comma delimited text file Each record requires a separate line with quotation marks at the beginning and end of each field and with commas separating the fields Current Session A session represented by a session block with a blue background 177 MXIE User s Manual Device Assignment The process of associating a Managed Device to an MX User ID Device assignments are performed only by a system administrator Device SIP Any type of IP Network computing device that is optimized for SIP based IP communications Instruments capable of serving as SIP devices include SIP phones softphones PDAs and application programs Disconnect Disconnecting a session terminates the communication between two endpoints Do Not Disturb DND An MX service that either routes calls directly to voice mail or if a user is not authorized to use voice mail discards the
168. ndition specifies which messages will filter a notification by caller mark Message From This condition filters a message if it originates from the specified phone number or user ID Message is Older Than This condition sends a notification when the specified period has elapsed after receiving the voice message or fax This period allows you to save or delete a message before the MX sends the notification message This option is available only when Each Time I Receive a New Message is selected in the Notify section 140 10 Voice Mail Faxes and Call Recordings Message Interval This condition specifies the time period between notification messages This option is available only when With an aggregated notification at a regular interval is selected in the Notify section Time of Day This condition filters a message if the specified time of day matches the time that the message is received On Days of Week This condition filters a call if one of the specified weekdays match the day of the week that the call is received A notification rule may use more than one filtering condition in this case a notification rule matches the call only if the call satisfies each filtering condition 10 8 Messages Preferences The Messages Preferences panel shown in figure 10 19 specifies the local storage location for your saved messages and configures the destination of messages and mailboxes that you delete To open the Mes
169. ndow select File Bind To from the main menu bar or select the binding status text in the Status Bar as described in section 3 1 8 3 on page 22 Bind to a phone Currently bound to DO0BEAROIF18 J Bind device by ID Bind to a regulered contact Bind by a call from the device Bind to rhemal Scfiphone Bind recent Figure 5 1 Bind A Phone window MXIE instances can be bound to only one device at a time Binding a MXIE instance to a SIP device cancels any previous device binding to that instance ZIP 4x5 devices provides access to an ethernet circuit and an analog circuit for voice calls To select the default circuit for voice calls initiated from a MXIE through a bound ZIP 4x5 open the Calls Preferences panel by selecting File Preferences Calls from the main menu Section 3 3 on page 23 describes the commands that specify the default circuit for a ZIP4x5 bound to a MXIE instance Binding Status The text in the top panel indicates the binding status of the MXIE instance and to which device if any the instance is bound This panel refers to a SIP device as a device or as a contact which are defined as follows Device This term indicates that the instance is bound to a managed device You can bind to any managed device that has not been restricted by another user through a Device Access Policy preference assignment as described in section 5 2 5 on page 46 Contact This term indicates that the instance is bound to a r
170. ne mail box by the system administrator each user mail box is assigned to one user User box properties include Mail Box Number The mail box number is the access code for the user mail box through the voice mail server This number is the same as the user extension and is set by the system administrator Password The password authenticates a user s right to access a user box The mail box password is provided when you log onto MXIE Capacity The system administrator sets the following mail box capacity limits total number of messages maximum length of mail box messages total length of all mail box messages Capacity limits cannot be altered through MXIE Recorded Name The Recorded Name is an audio recording of the name of the mail box user The system introduces messages that the user sends to other mail boxes with this recording Greeting Content A greeting is the message that the system plays for your callers when you are not available to accept their calls Each user voice mail box can store up to four greetings Active Greeting Designation The active greeting designation determines the greeting that the system plays for callers that are routed to your voice mail This parameter is an integer between one and four and cannot be set to a greeting that is not recorded Auto Attendant Greeting The MX auto attendant routes calls to system users Prior to routing a call to your phone the auto attendant can play your gr
171. ng and filtering conditions apply to the call Figure 10 18 displays the Notify Me Check Conditions and Rule Description sections of the Notification Rule Editor when all available filtering conditions are selected the availability of certain conditions depends on the selected Notify Me option To select an event filter mark the corresponding box with a check mark in the Check Conditions section All selected filters require the configuration of supporting parameters in the Rule Description panel click on the underlined text to access the dialog panels that sets these values The Notification Rule Editor will not save the rule until you assign a value to each underlined parameter in the Rule description section Hoty me Dube core ocn Je wy erdsirsd she lo shit a Holifp Me O rail ur a A A y Trad ie ng sion G Wik siaccisgsec njesia a spis itera When Meise meca i cike arc Verse cki is oma S ut rec bal Haea gei dy dal aas ea iznyabna amPer sedy Je Scant resser tt Tans cay 2 Lt eh Da Jae A Seek li Check action E Yman lv eise cher F e ls E sssi older then Vereen mwi E Tins of ce Lk Un dws wrk Figure 10 18 Notification Rule Editor Event Triggers The MX defines the following filtering conditions Message Media This condition specifies the type of message that filters a notification Parameter options are voice and fax Message Class This co
172. ng rule status 21 definition 179 external messaging status 22 MXIE location 21 presence status 22 95 stay on top preference 10 supervisor role partition 14 supervisor see Inbound Call Center system mail folder 122 system tray preference 10 T TAPI dite gie ee e 147 165 184 Index TAPI support BGT ri e vagon 154 Maximizer sisare e e E earki 152 154 Outlook 4 ii ans 151 152 telephone numbers 47 telephony service provider 147 text message authorizing erer iret 28 CONASUTING noe a o 27 copying to clipboard 36 definition 1 27 enter key configure for 38 filename format 38 e EEN 12 maximum message size 32 Preferences 005 36 39 HERE 35 send from buddy list 19 send multiple messages from buddy PTOUP aid oye ae apts wt 19 EIERE equa gu toe es 34 sending to phone 38 see also instant message external message Text Message History window 35 text message window date format 04 37 DOCKING ig 33 docking default 38 FOCUS prin SA aaa 37 function esan Aet n E 31 time format 000 37 tray POPUP ips Rove sth ge 37 USINE oi seeen dE 32 text messaging entry 110 text panel message window 31 CONES ir a 25 toolbar
173. nk The MX begins to evaluate the Notification Plan with the highest ranking rule If the conditions defined by this notification rule match the incoming call MXIE sends the notification by specified by the rule If the conditions defined by the rule do not match the incoming message the Notification Plan evaluates the call against its next highest ranking rule User Preferences ACD and Operalos Addrets Book Delad Acton Shown Propenes Sort Order GN IEN Zock ren Cal Handing Ca Log Cals Devwa Access Pobey Instant messaging Message Motily Me Pb by E mal at oe nero com Messages When Contemaliona Message meda s yoce Notification and Mestage class is oom Provence and Time of day fiom 1200 PM to 1 00 FM Toolbar and On days of Week Mon Fa Seltphone ado Parameters Sounds Suparvuor Figure 10 16 Notification Preferences panel The Notification Plan continues the evaluation process until the incoming message matches a rule or until the message is evaluated against all of the rules If the message does not match any rule or if there are no active rules a message is not sent Notification Preference window A Notification Plan is a list of active notification rules that determine the MX delivery method and content of messages sent to your e mail account when your voice mailbox receives a voice message or fax The notification rules for a MXIE instance are configured in the Notification Rule Preference panel a
174. notification toe call back sequests User Preferences window Panel Directory The Panel Directory located on the left side of the window lists the available User Preference Panels Twelve preference panels are accessible to all MXIE users In addition to these panels the Softphone Preference panel is available with Advanced MXIE and the ACD and Operator panel is available for Users that are logged into MXIE as an operator hunt group agent or ACD agent To open a user preference panel select it from panel directory 167 MXIE User s Manual A 3 Preference Panels The Preference Panels located on the right side of the window displays the options that are provided on the specified User Preference panel You select a panel in the panel directory User Preference settings take effect after you press the OK button at the bottom of the window The User Preference window provides the following panels The ACD and Operator panel configures presence rules for MXIE users that are logged into the system under multiple roles This panel is available to only users that log into MXIE as an operator hunt group agent ACD agent or Inbound Call Center agent See section 8 5 2 on page 99 for details The Address Book panel The Default Action subpanel The Shown Properties subpanel The Sort Order subpanel The Appearance panel controls the appearance of MXIE window components See section 3 2 on page 22 for details
175. nounced mix ee Operator A user that is responsible for answering incoming calls and either routing them to the appropriate party or providing the requested information Operator Group A collection of operators that answer incoming calls directed at a single phone number Park The telephony function that suspends a conversation without disrupting the state of the call and allows the retrieval of the call from any phone Pickup The action of retrieving a parked call Presence The MX service that uses and distributes the availability of each system user Presence Bar The MXIE window region optionally located directly below the toolbar that displays the presence state of the active role and provides one touch access to presence state transition buttons Presence Rule MX operations that trigger a transition between presence states Presence State A MX data type that indicate the online and availability status of an individual user within an authorized MxX role 178 D Glossary Profile An MX data construct that when assigned to a user authorizes the access of system resources and defines the user s authority to answer calls and modify system resources Profile types defined by the MX include Users Group and Administrator Registered Contact A SIP device that is either a managed device that the MX administrator has assigned to your user account or an unmanaged device that has an address of record that is construct
176. ns Voice Call Enter the multi digit phone number in the entry box and press the Call button 57 MXIE User s Manual 5 3 6 7 5 3 7 5 4 1 Adding a Contact to the Address Book To add the person on the other end of your call to the MXIE phone book Session List Right click the session block and select Add to Address Book You can use this method to add contacts to your buddy list MXIE cannot display the presence of any contact that you add through this method even if the added contact is a user on your system Terminating the Connection MXIE provides the following methods of terminating a voice call Session List right click the session block and select Disconnect e Session List Press the Disconnect button in the session block Toolbar Select the Disconnect icon e SIP Device Place the device on hook Keyboard type D or d from your keyboard Softphone The MXIE Softphone allows you to perform voice calls through MXIE without using a hardware device The Softphone utilizes MXIE call appearances for handling individual calls and provides the full set of telephone features offered through MXIE Figure 5 18 displays the MXIE window with Softphone active Features The Basic MXIE Softphone provides the following features G 711 u law and G 711 A law codecs DTMF keypad interface Mute button Most MXIE calling functions including call transfer hold and park An Advanced MXIE L
177. nt A greeting is the message that callers hear when a group member is not available to accept their calls Each group voice mail account can store up to four greetings Greetings for group mail boxes can be recorded only through the voice mail server Active Greeting Designation The active greeting designation determines the greeting that the system plays for callers that are routed to the group voice mail This parameter is an integer between one and four and cannot be set to a greeting that is not recorded The active greeting designation for group mail boxes can be altered only through the voice mail server Auto Attendant Greeting The MX auto attendant routes calls to system users operators and ACD groups Prior to routing a call the auto attendant can play a group s custom greeting name or extension The auto attendant greeting is the greeting played by the auto attendant to a caller prior to routing the caller to the group extension The auto attendant greeting for group mail boxes can be recorded only through the voice mail server 10 3 Message Types 10 3 1 Voice Messages This section describes the properties and contents of MX voice mail messages To select the audio driver used for playing and recording messages open the Audio Output Preferences panel by selecting File Preferences from the main menu then selecting Audio Output from the panel directory Section 3 5 on page 26 describes this panel 10 3 1 1 Message Status
178. o unavailable parties and by providing the enhanced ability to instantly schedule meetings events and communication sessions based on the availability of desired participants MXIE can also report and use the presence status of contacts that are external to the MX if your MXIE instance is configured for external messaging Unless otherwise stated all parameters and operations described in this chapter apply to the Presence of system users and external contacts Section 4 2 2 on page 28 describes the process of enabling and configuring external messaging on your MXIE instance MXIE uses the buddy list and the address book to publish presence information to system users In addition to programming MXIE to automatically adjust your presence status when you are using MX resources you can manually adjust your status at any time MXIE implements presence through Presence states and Presence rules Presence states define the status of individual users Presence rules define the conditions that trigger transitions between presence states This chapter describes the MXIE implementation of presence including a description of presence states presence rules methods of configuring and displaying your presence and monitoring the presence of other enterprise users through the buddy list and address book MXIE Presence Implementation The MXIE presence implementation is based on presence states and presence rules Presence states define the online and av
179. o or from other contacts require separate message windows or separate panels within a docked message window Sending a Text Message You can send an instant message to any MX user or an external message to external contacts for whom you have a valid messaging address To send a text message perform one of the following actions Toolbar press the text message icon and type the extension user name or text address of the recipient in the resulting dialog box 34 4 Text Messaging 4 4 2 4 4 3 Main Menu select Actions Instant Message and type the extension or user name of the recipient in the resulting dialog box Buddy List drag the recipient s icon onto the instant message icon in the toolbar Buddy List right click on the recipient s name or icon and select Instant Message from the popup menu Buddy List double click on the recipient s icon This action requires that the address book is configured to initiate a text message when you double click on a contact See section 9 2 2 on page 108 for more information Address Book drag the recipient s address book entry onto the text message icon in the toolbar Address Book or Buddy List click the right mouse button over the recipients name and select Send an instant message Type your message in the input panel and press the Send button The text panel displays the text that you have sent Subsequent text messages sent to or received from the same contact appear i
180. ocate MX resources and rights to other system users through the MX Administrator User Interface MXIE does not provide access to panels that perform administrator functions System Requirements Figure 1 1 lists the minimum and recommended PC requirements for running MXIE Minimum Requirement Recommended Processor Pentium III 900 MHz Pentium III 900 MHz Memory 256 MB 512 MB Hard disc space 10 MB 80 MB Figure 1 1 PC Requirements for running MXIE MXIE User s Manual Item Minimum Requirement Recommended Operation System PC Windows 2000 or XP Windows 2000 or XP Linux SUSE 9 0 or equivalent Linux SUSE 9 0 or equivalent Mac OS X 10 2 Mac OS X 10 2 Web Browser HTML Browser Windows Internet Explorer 6 0 or Netscape 7 0 Monitor 19 diagonal 1024 x 768 pixels 21 diagonal 1400 x 1050 pixels Connection one 10 Mb s Ethernet circuit one 10 100 Mb s Ethernet circuit Pointing device 2 button mouse 2 button mouse with scroll wheel Figure 1 1 PC Requirements for running MXIE Continued Zultys does not regularly test program features with operating systems other than those listed in figure 1 1 and therefore cannot guarantee program behavior when running MXIE under them Zultys does not recommend using any other operating system because even if a version of MXIE does run on these operating systems a future version may not The web browser is used only for accessing the software required for installing MXIE and the fax
181. ock for the call will display the first three bytes of the encryption key If the encryption attempt is not successful a popup message appears in the bottom right corner of your monitor To disable encryption on your voice call right click the session block and select Encrypt The three byte encryption key will disappear from the session block 60 5 Voice Calls 5 4 7 5 4 7 1 Figure 5 19 User Preferences Addres Book Deia Actor Shown Propettes Sort Order Agnew ance Pockemon Cal Handing Call Log Cal Device Access Pobcy External mestaging Instant messaging Messages Messages Corlimatons Notification Presence Toobs ECT Zus Parameters Sounds Preferred Codecs This section specifies the codec that your system utilizes when speaking on the internal softphone Codec setting changes take effect only when the Softphone is on hook Softphone Preferences Softphone Preferences panel shown in figure 5 19 designates a codec that the MXIE Softphone initially uses when negotiating communication settings prior to a voice call session You can also set a software switch to eliminate acoustic echo and program the software to use separate audio devices when performing different functions Prefened codec ww GR DG DI Al DPI Am O 6 7294 low bandesdih D DIE flow Daewadth with silence suppression Acoustic echo cancellation Mudo Arme _ Enable acoustic echo cancel
182. og panel Call Handling Plan Description Call handling plans manage incoming calls that you do not answer Each call handling plan comprises Call Handling Rules that determine the MX reaction to unanswered calls Figure 5 25 displays a list of call handling rules that make up a call handling plan Each rule is assigned a precedence rank The MX begins to evaluate the Call Handling Plan with the highest ranking call rule If the conditions defined by the call handling rule match the incoming call the call rule action determines the disposition of the call If the conditions defined by the call rule do not match the incoming call the Call Handling Plan evaluates the call against its next highest ranking call rule The Call Handling Plan continues evaluation process until the incoming call matches a call rule or until the call is evaluated against all of the call rules If the call does not match any call rules or if there are no active call rules the call is routed to voice mail as designated by the Administrator UL 66 5 Voice Calls 5 5 3 2 Call Handling Preference window The Call Handling Plan for a MXIE instance is configured in the Call Handling Preference window as shown in figure 5 25 To access this window select File Preferences from the main menu and select Call Handling in the panel directory This window comprises three sections Call handling rules available Show rules for location and Rule description U
183. oice Mail Confirmation Preferences panel The seven confirmation options control Message component copy move and deletion operations If you attempt to perform an operation in the Voice Mail window that is selected in this panel MXIE will perform that operation only after a confirmation window offers the chance to discontinue the procedure Options that are not selected in this panel do not require final confirmation before MXIE performs the operation 142 11 1 11 1 1 Chapter 11 Logs Log Features The MXIE Log shown in figure 11 1 displays each voice call that generated a MXIE session block over a specified period Each record within the log refers to one voice call To access the call log select View Log from the main menu bar Dete S Address Number 7 17 2006 4 03 48 PM 13984241000 13984241000 7 17 2006 13257 PM Bonne Hopkins 2496 11 51 7717 2006 2 56 01 PM Frances Young Fiances Young 3200 7 17 2006 22231 PM Adam Pierce Adam Pierce Not answered 7 17 2006 20245 PM Dana Thomas 2504 10 16 7 17 2006 1 47 22 PM TechSuppon 13984241000 13384241000 1254 7 17 2006 1 14 39 PM Chaihe Smith Chaike Sith 2418 7 17 2006 1 05 32 Pm Adam Price 2503 05 Figure 11 1 Call Log Log records are obrained from the system Call Detail Records database and cannot be moverd or deleted The number of records displayed in the log is configured in the Call Log Preferences panel The maximum number of records displayed is based on the nu
184. oice Mail Settings The Voice Mail Settings window shown in figure 10 6 changes your recorded user name active greeting and displays your voice mail storage capacity This window comprises three panels User Name Greetings and Limitations To access the Voice Mail Settings panel press the icon in the bottom left corner of the messages section of the voice mail window Voice Mail Settings S Jeet zue Changed ETT User Greets Greeting 1 Greeting 2 Play Change greeting Auto attendant greeting a Auto attendart greeting has not been recorded or Figure 10 6 Voice Mail Settings User Name Recording panel User Name The top section of the Greetings panel shown in figure 10 6 displays the status of your recorded user name The system introduces messages that you send to other mail boxes with this recording To record or change your recorded user name using MXIE with a microphone and speaker headset perform the following procedure 1 Press the Change User Name button 2 Record your name then press the Stop Record button when you are finished 3 Press the Play button to review your recording 4 Press the Apply button to save the recording to the database To discard the recording press the Cancel button 126 10 Voice Mail Faxes and Call Recordings 10 4 5 2 User Greetings The User Greeting list located in the middle of the Greetings panel displays the status of your g
185. oice messages and folders that you deleted from the voice mail window You can restore messages and folders that are in this folder to their original location Deleting messages and folders from the Deleted folder permanently removes them from the system Messages is the only folder that contains a Deleted folder Messages in the Deleted box are stored on your local drive or network and do not count as part of your allocated voice mail space Fax Inbox is a temporary storage area for the fax messages that are received by you as a user or by the group Fax Outgoing Fax lists the outgoing fax messages that are waiting to be transmitted Fax Sent Fax lists the outgoing fax messages that were previously sent Inbox is a temporary storage area for your voice mail as you process delete and organize individual messages Messages in the Inboxes and the Call Recording folder are stored in the MX system your voice mail capacity defines the maximum size of the message Inboxes voice and fax and the Call Recording folder while the group capacity settings define the maximum size of the operator and agent mail boxes Messages in the Deleted box are stored on your local drive or network and do not count against your allocated voice mail space Personal folders are created by you to organize messages that you save for future reference The mail folder directory panel lists all personal mail folders among the hierarchical tree structure
186. ok user properties Grey fields Full Name Business Phone and SIP Address in figure 9 8 are write protected The Text Messaging area specifies external message application addresses for the user In addition to the MX address specified by the MXIE icon at the top of the list you can define eight different external addresses for each contact Figure 9 9 identifies the icons located in the Text Messaging area The Default Icon indicates the address to which messages are sent when a specific address is not requested To add an external messaging address to the list press the Add Address icon at the bottom of the area The Button Bar provides buttons for maneuvering through the address book creating or deleting entries and closing the panel Previous Entry 1 button moves the data entry form to the previous record record 10 is the previous record to the one shown in the figure in the address book 110 9 Address Book 9 4 9 4 1 Transport Application egen Default Address Icon Ad je MXIE BB coy 254697814 K Select Default Address e AJL vw x g Yahoo Y x Add Address Icon dd new external IM contact Figure 9 9 Text Messaging icons Next Entry 2 button moves the data entry form to the next record record 12 is the next record to the one shown in the figure in the address book New Entry 3 button creates a user record in the address book Delete Entry 4 button deletes a us
187. ole To select more than one buddy press the Ctrl or Shift button while selecting buddies Buddy Groups Buddy groups are sublists of buddies within your user buddy list Using buddy groups can organize your buddy list by separating your buddies into functional groups and displaying only a subset of your buddy list at a time You can place a contacts into more than one buddy group The buddy list in figure 3 9 contains two buddy groups Sales and Technical Support The Technical Support buddy group contains three buddies The Sales buddy group is collapsed to view the buddies in the group click the plus sign located left of the group name Baddes Woaes Te tiival Supu E Maiyn uce FPoots Jocnecn Ay cke tile A Olan bm e KK Chate Srri h A Van Fons VC EK wans F a zi may Figure 3 9 Buddy list with buddy groups 18 3 MXIE Window 3 1 5 3 To add a buddy group right click in the buddy list and select Create a Group Enter a name in the buddy group banner and press enter To add a buddy to a buddy group drag and drop a buddy into the group banner or into the group list To remove a buddy group right click on a group and select Delete Group Performing Session Operations The buddy list supports the following methods of performing session operations with individual buddies To initiate a voice call or text message drag and drop a buddy list icon into a toolbar icon To initiate a voice call drag
188. oming call 64 5 Voice Calls 5 5 2 3 Filtering Conditions Filtering conditions specify additional criteria under which a triggered call is managed by the rule The MX applies a call handling rule to a call only if all selected triggering and filtering conditions apply to the call The MX defines the following filtering conditions My Presence this condition filters a call if at the time the call is received your presence matches the presence specified by this parameter Call From this condition filters a call if it matches the phone number or user ID of the calling party Date Range this condition filters a call if it matches the date that the call is received Time of Day this condition filters a call if it matches the time of day that the call is received On Days of Week this condition filters a call if it matches the day of the week that the call is received Holidays this condition filters a call if the call is received on a day that was defined as a holiday by the system administrator My Location is this condition specifies the MX Group system to which you must be logged into in order for the call handling rule to be valid This option is available only if your system is a member of an MX Group A call rule may use more than one filtering condition in this case a call rule matches the call only if the call satisfies each filtering condition To select an event filter mark the corresponding box wi
189. on Shown Properties Seat Order AGRM IOE Apocan Cal Handing Call Log Cals Device Access Pokey Instant Messagro E Shorrgate e 2 Long formal T Short iomat 7 Show ume C Pop up notification when message is ceived 7 Bring message window to the hont but do not change locus Extensa messegng Messages Messages Confirmations Notification Presence Tools Saltphone Auch Parameters Sounds Supervizor Le Save messages n ter folder C Documerts and Settings bonne hopkraJLocal Setmings Apphoat Browse J EI Delete after days 7 3 7 Always dock mtani message yandows Figure 4 10 Instant Messaging Preferences panel Show Date and Show Time The text panel of the message window displays all previously sent messages Each message is preceded by a header line that indicates the sender of that message When Show Date and Show Time are enabled the Message Header displays the time and date that the message was sent The messages shown in figure 4 6 were transmitted while Show Date and Show Time were enabled The Preferences panel provides Long format and Short format options for displaying the date in each message header these display options use the Long Date and Short Date formats defined in the Regional Options panel of the Windows Control Panel Pop up Notification When Message is Received MXIE displays a popup message in the bottom right corner of your monitor when you receive a text message if this option is enabled
190. on box and determines the order that a rule is evaluated against incoming calls Rules are listed in order of their precedence rating with the highest ranking rules at the top The Up and Down buttons edit the precedence rank of the highlighted rule An icon next to the precedence rank indicates that the rule is valid for only one MX location In figure 5 25 rule 3 is valid only for the Sunnyvale Vaqueros location Edit Buttons Located to the right of the call handling rules the button bar accesses the Call Rule Editor and modifies the precedence ranking of the available call handling rules New This button opens the Call Rule Editor to create a new rule Modify This button opens the Call Rule Editor to edit the highlighted call handling rule Delete This button removes the highlighted call handling rule from the list Up This button moves the highlighted rule higher in the list increasing its precedence ranking 67 MXIE User s Manual 5 6 Down This button moves the highlighted rule lower in the availability list decreasing its precedence ranking The Show Rules for Location displays the MX Group location for which the listed call rules are valid Each call handling rule can specify an MX system from where the rule is valid For instance if you log into MXIE from the Sunnyvale system the only valid call handling rules are those that specify a From Location condition value of Sunnyvale and thos
191. on hook the call status will immediately change to On hook If the End Call button is pressed the call status will transition to the Hanging up state then to the On hook call status Hold and transfer is not directly supported by Outlook With MXIE these features can be used with Outlook Maximizer There are three ways to initiate a call using Maximizer from the main menu by selecting Actions Make a Call as described in figure 12 20 right click a contact and selecting the Make Call menu item as shown in figure 12 21 pressing the Phone button in the toolbar shown in figure 12 22 To place a TAPI call with Maximizer 1 Ensure MXIE is logged into MX and bound to a device 1 Ringback may not be heard if the system connects immediately such as connecting to MX or internal phone Ringback is usually heard when making calls through the PSTN 2 When connected with the calling party the state will still be in the connected state 158 12 TAPI Create an Opportunity Make a Call Shift F7 Receive a Call Alt F Time a Task Shift F9 Schedule a Meeting Schedule a To do Schedule a Call Write an Email Write a Note Write a Letter Write a Fax Write a Document Print an Envelope Print a Label Figure 12 20 Making a call using the menu on Maximizer Add D Open Anderson William H Delete Selected Entries Convert Individuals to Companies Select Activities for Anderson
192. on page 13 MXIE provides features for ACD agents and operators that either differ to those available to users or are not available to users This chapter describes some of the features that are available to members of Operators ACD agents Hunt Group agents and Inbound Call Center agents Section 1 2 on page 2 defines the different types of MX roles available through MXIE Section 2 3 2 on page 7 describes the User Role panel which displays the groups to which you are assigned and provides access to those group resources Operator and ACD Features The availability and appearance of standard MXIE features differ for the various roles This section summarizes these differences and refers to manual sections that describe these features in detail Buddy List Buddy lists for operators contain the name of every system user allowing an operator to quickly access any member of the enterprise Users cannot be added or deleted from the operator role buddy list Buddy lists for ACD Inbound Call Center and Hunt Group agents contain all agents of the group Agent buddy lists cannot be edited and agents cannot block their presence state from other agents of the group Section 3 1 5 1 on page 17 describes the buddy list contents for each MX role Presence State The MX defines a different set of presence states for each role type Available presence states for each operator and agent role include Operators Available Not Available On the
193. on to talk directly with selected caller Assignment Press this icon to assign the selected caller to a specific agent Voice Mail Press this icon to send the selected caller directly to group voice mail Transfer Press this icon to send the selected caller to another party Callback Monitor The Callback Monitor is an Inbound Call Center feature that displays the list of pending callback requests All agents and supervisors of an Inbound Call Center group can access the Callback Monitor that displays the requests and a status summary of the callback requests The callback monitor that is available to supervisors displays in addition to the callback requests and the status summary group presence statistics and supervisor icons to maintain the callback queue Callback Monitor Parameters Agent panel The Callback Monitor panel that is available to agents shown in figure 7 10 displays the callback request queue To access this panel press the arrow located left of the Agent text on the partition header The top section in the panel summarizes the content of the callback monitor list 80 7 Operators and ACDs Callirack Monitor Sales 2 Fcio calbach meparsis 2Seferden calbackrequess 4 Calibaci mosto ji Cie Parpacal cm Hea Coal Agent Let Did Zteegg Let Rend 4 Saeed O58 7 11 2008 10 20 25 AM 7 13 2006 11 2510 AM Arce machine Hannah Poulton J TIZM TAVITA 10 03 46 AM 7 12 2006 11 26 20 AM No snes Bonne Hopkins
194. ook Settings General panel Confirmations The five options refer to Address Book window deletion and move operations If you attempt to perform an operation in the Address Book window that is selected in this section MXIE will perform that operation only after a confirmation window offers the chance to discontinue the procedure Options that are not selected in this panel do not require final confirmation before MXIE performs the operation Always on Top When this option is selected MXIE always displays the Address Book whenever it is open and not minimized on top of the MXIE window Storage This entry box specifies the file that contains your personal Address Books on your network or local drive The Select button loads an Address Book file from a local drive or network The Save as button opens a Save As window for creating and storing a file that contains the Local Address Book and all personal address books The default location for MXIE personal address books as configured when MXIE is installed is C Documents and Settings lt username gt Application Data Zultys MX Settings address_book xml where lt username gt denotes the owner of the local computer Appendix B starting on page 171 lists the default MXIE system file locations and describes their properties 107 MXIE User s Manual 9 2 2 9 2 3 Default Action panel The Default Action panel shown in figure 9 5 determines the action performed when you
195. ook tree by pressing the Show or Hide Book Tree Button until it is depressed To hide the Book Tree press the same icon until it is not depressed The book tree always lists these address books each of which cannot be deleted or moved the MX Directory is derived from the MX user list the Buddies Directory displays your buddies and the contents of your buddy lists the Speed Dial directory displays the contacts configured by the MX as system speed dial contacts the Local Address Book is stored on your computer the External IM book contains the contacts listed in the address books that you access through your external messaging application accounts The Address Book displays this directory only if External Messaging is enabled on for your MXIE instance To add new books to the book tree press the New Entry arrow on the toolbar To delete books from the book tree press the delete button on the toolbar After creating new address books you can move them within the book tree by using drag and drop operations Contact List The Contact List is located on the right side of window or directly under the toolbar if the book tree is not displayed This list displays the contact names and information stored in the current address book as designated by the book tree Editing the Contact List You can modify contacts within this list as follows To edit an entry double click the entry to access the Entry Information dialog panel as
196. options are selectable only if the Show Toolbar option is selected 100 8 Presence Dancers Head Shoulders and Objects determines the style of the icons that represent presence states in the Presence bar Figure 8 1 displays the three available icon formats Picture Only Picture and Text and Text Only determines the display format of the Presence bar on the MXIE User Interface Figure 8 12 displays the three presence toolbar display styles Kia A M DA Picture Only K Available be Not Available Busy tal At Lunch An In a Meeting H Be Right Back A Appear Offline Picture and Text Available Not Available Busy At Lunch In a Meeting Be Right Back Appear Offline Text Only Figure 8 12 Presence Toolbar styles The sample presence bar displayed below the Show Toolbar option indicates the icon style and display format of the presence bar and the presence states that the presence bar displays Buttons that are pressed in this bar correspond to the states that are available in the presence bar In figure 8 12 buttons that represent the Available Not Available Busy At Lunch In a Meeting and Be Right Back states are pressed those states will appear in the Presence bar Buttons that represent Appear Offline and Wrap up are not pressed those states will not appear in the presence bar The Available and Not Available state selections are valid for User Operator and Agent roles The Wrap up state is
197. or Hunt groups These features include Call queues advanced features Inbound Call Center queues can be configured to control the queue length overflow routing and play message to callers upon entering the queue and while waiting in the queue Callers to ACD groups hunt groups and operators are sent to queues that provide none of these advanced features Call queue features are configured from the MX Admin User Interface Supervisors Supervisors have the ability to monitor calls and maintain the call queue Monitors Monitors are MXIE panels that display queue contents callback requests calling statistics and ACD agent summaries 74 7 Operators and ACDs Call Recording Inbound Call Center calls can be recorded automatically at the request of the agent on the call or at the request of the supervisor ICC Call recording is discussed in section 7 3 4 on page 85 Figure 7 3 displays the MXIE window for a user that belongs to two ACD groups The session block is active for the Sales basic ACD group The session block is inactive for the Tech_Support Inbound Call Center group The arrow icon on the left side of the session control block indicates that Tech_Support is an Inbound Call Center group The Supervisor text that is right of the arrow icon indicates that Bonnie Hopkins has supervisor rights for the group MXIE User Bonnie Hopkins Sunnyvale E wea Fie Actions View Supervisor Help ee xo Ar BUE t e S Bonni
198. or external messages to external contacts Disconnect 4 This button disconnects or ends the session highlighted in the session list This function is active whenever the Session List displays a session Hold 5 This button places the voice call highlighted in the session list on hold or retrieves a call on hold as described in section 5 3 6 1 on page 53 This function is inactive whenever the Session List does not display a voice call session or if the current session is not a voice call as described in section 3 1 4 2 Transfer 6 This button initiates the transfer of an active voice call as described in section 5 3 6 3 on page 55 This function is in inactive whenever the Session List does not display a voice call session or if the current session is not a voice call as described in section 3 1 4 2 Message window 7 This button opens the message window that accesses your voice messages faxes and recorded calls The message window is described in section 10 4 on page 120 12 3 MXIE Window 3 1 4 3 1 4 1 Address Book 8 This button opens the MXIE address book described in Chapter 9 starting on page 103 Log 9 This button opens the MXIE log The MXIE Log is described in Chapter 11 starting on page 143 Pickup 10 This button opens the voice call pickup panel as described in section 5 3 6 5 on page 56 Presence Bar The Presence bar is the MXIE window component that lists some or all of the
199. or more agents of an Inbound Call Center group can be assigned as supervisors by the system administrator The following sections describe supervisor capabilities that are not available to other agents of the group Monitoring Agent Activity The Agent Monitor described in section 7 3 3 1 allows a supervisor to quickly observe the presence status of each agent in the group and the details of calls that busy agents are handling The Agent Statistics panel section 7 3 3 5 provides cumulative agent activity including the number of calls handled by the agent talk time callbacks and login statistics The Group Statistics Monitor section 7 3 3 4 lists the cumulative activity of all group agents In addition to monitoring agent activity supervisors can log individual agents out of an Inbound Call Center group record agent phone conversations and assign specific calls to an agent from the Agent Monitor panel Agent Call Intervention Call intervention tools allow supervisors to assist agents as they handle calls to the queue The following options are provided from the Agent Monitor panel Silent Monitor This tool allows the supervisor to listen to both sides of an agent s call without either party being aware of the supervisor s presence Whisper This tool allows the supervisor to listen to both sides of an agent s call and to speak to the agent during the call The other party in the conversation is not aware of the supervisor s
200. ortant because it specifies how the system supports your emergency services If you call an external emergency service the MX dials the appropriate number based on this setting to access the service After selecting the desired checkboxes press the OK button to close this panel and open the MXIE user window as described in chapter 3 starting on page 11 Languages MXIE can display window text in one of the many languages that it supports When you log into MXIE you select the language that MXIE uses when displaying the user interface windows and panels When using a language other than the default for your computer verify that the proper language files are installed in order to properly display all language characters Refer to your operating system documentation for language file installation and support information The Select Language menu shown in figure 2 4 lists the languages supported by MXIE Select Language Dant Daman Pareth Devtich_Devuschtand German Espa ol_Espa a Spavrecti Faya Prga French Frargoc_La Canada French kahano heka Dias Nadalina Heiles Nothedinds Hang Necro Direrec kel Fock Feta Poke Portugte_Deanl Potluguere Povlugu s Poluga Porluquese Sun Soo Freen Svereha_S verge Sede Pyco Fussan Sie D ttsctd 8 Ukranian m p cian BDL afer Wor Crepe Md Cheete Traditional Ta EE Traciional Cres Figure 2 4 Language Selection panel To change the language that MXIE uses
201. ot properly originate a call if it is bound to a SIP device that has call forwarding or DND do not disturb enabled Contact Information Formats When entering contact information for a voice call to a device that is connected to the same MX system the following formats are permitted 1 Typically these users belong to the same department such as sales or technical support 47 MXIE User s Manual 5 3 2 user name extension user name domain com extension domain com When entering contact information for all other devices that can be accessed by the MX the following formats are permitted any valid telephone number recognized by the PSTN and permitted by the MX dial plan any valid SIP address that connects to a voice call device Initiating a Voice Call You can dial a call either through the MXIE interface or directly from the SIP device After binding the device to MXIE you can dial a voice call from MXIE with one of the following methods Main Menu Select Actions Voice Call Enter the contact information in the entry box as shown in figure 5 4 and press the Call button K Cha e Smith 3662 Figure 5 4 Voice Call Entry Box Toolbar Select the Voice Call icon Enter the contact information in the entry box and press the Call button Buddy List Drag and drop a recipient s icon into the Voice Call icon in the toolbar Buddy List Drag and drop the recipient s icon into the
202. panels ACD and Operator 99 appearance panel 22 application WEE 9 audio output panel 26 call handling 67 CANO a rara nda 145 device access policy 46 Instant Messaging 36 message confirmation 142 Messages Text 38 Messages voice mail 141 notifications ooooooorooooo 137 PEESOO CS dt ed dro 97 Softphone coccoccococccccccncccoo 61 sounds panel 0 005 25 user Window 0 00 e eee eee 11 vV video call availability 69 viewing fax messages 125 VOL Cal sser at r is BoA VEH es 57 attended transfer 56 blind transfer 55 Budd yslist i a 19 Callbacks aria atada 72 emergency panel 68 ending de eege Ee gies 58 Holds EE 53 ICOM a rd ta nd 12 initiate from buddy list 19 initiate multiple calls with buddy group 19 AO e leeta eee em ef 48 multiple calls 47 Park nic 56 PICKUP pa ali 57 TECEWING o sree botir EES 49 simultaneous sessions 51 TOME ic aie rd Hage DAE fal enn 25 voice mail definition 180 hotkey as 16 CO AA 16 message length limitation 128 MXIE window indicator 20 play panel ooooccocccconm 124 settings window 126 Oe A 25 see also messages voice mail box group box properties 116 117 M
203. pleted error when attempting to add the MXFax port If you receive this error log in as the Local Administrator then return to step 4 An MXFax Local Port should now be present on the system 135 MXIE User s Manual 10 6 3 2 10 7 10 7 1 10 7 1 1 After verifying that an MXFax Local Port exists on your system perform the following steps to install the MX Fax Printer Device Driver 1 Open the Add Printer Wizard by double clicking the Add Printer icon in the Printers and Faxes window 2 In the Add Printer Wizard select Local printer attached to this computer for the type of printer to install and press the Next button to continue The Select a Printer Port dialog appears 3 In the Select a Printer Port dialog select MXFax Local Port and press the Next button to continue The Install Printer Software dialog will appear 4 In the Install Printer Software dialog panel press the Have Disk button and enter the name of the directory containing the device drivers for the MX Fax Printer such as C Program Files Zultys MXIE drivers Press OK 5 The Zultys MX Fax Printer device driver should now be listed as the printer device driver to install Click on Next to install the device driver The Zultys MX Fax Printer device driver is not digitally signed If you receive a warning about the digital signature during installation ignore it and click on the Continue Anyway button to proceed 6 Continue to press Ne
204. pond to the request the sender receives notification that the user is logged off of the system and is not available Logged Out This state indicates that the user is logged off of MXIE and is not available On the Phone This state indicates that the user is making or receiving a voice call A user cannot manually enter this state After completing a call a user enters the Busy state for a specified period before moving to the Available state this period is called the Wrap Up time The Wrap Up time is configured from the Presence Preferences window as described in section 8 5 1 1 on page 97 No Access MXIE displays this state to users that do not have access rights to view your presence status This state may indicate a new user that has never logged into the MX Call handling rules cannot reference this state 8 2 1 2 Operators Presence states for operators display the availability of the user within this role as an operator These states are referenced by preset call handling rules for operators MXIE displays one presence state for all operator roles assumed by a user Operators can assign presence states for themselves presence rules also assign presence states based on the activity of the operator The following is a list of operator presence states Figure 8 2 displays the three sets of MXIE icons that represent these states R E A A Avallable Not Available On the Phone Logged Off Dancers Ki Head amp Avai
205. port User Property selection The MX User Property column identifies the contact list property The Property Source column identifies the source for filling that property in all imported records Entries surrounded by brackets indicate that the User Property will be provided by a data field from the source file In figure 9 11 the User Property Business Phone is filled for each imported contact by the Phone field from the source file Entries not surrounded by brackets indicate that the User Property will be filled by the entry text In figure 9 11 the User Property Fax Number will be filled by the text 398 768 1551 for each imported contact 112 9 Address Book 9 4 3 9 4 4 Entries may contain a mixture of bracketed and unbracketed entries In figure 9 11 the SIP Address entry contains this combination to form valid SIP addresses for each contact The Source Fields column on the right side of the window lists the data file field headings You can fill Property Source cells either by typing information directly into the cell or by dragging and dropping names from the Source Fields column To examine a sample record from the input file right click while pointing in the MX User Property or Property Source columns then select Sample Data The Property Source column displays the input file data as it will be imported into the address book Right click again and choose one of the other options to examine other records or
206. press the Done button the panel is removed permanently for this callback instance Busy Select this button if the callback resulted in a busy signal When you press the Done button the panel is removed for five minutes after which the Callback icon for this call reappears on the partition header of all logged in group members No answer Select this button if the callback was not answered When you press the Done button the panel is removed if there are no other callback requests The Callback icon for this call reappears on the partition header of all logged in group members if the callback is not answered within the time period specified by the Redial parameter Wrong number Select this button if you were unable to reach the callback party because the wrong number was entered into the callback panel When you press the Done button the panel is removed permanently for this callback instance 73 MXIE User s Manual 7 2 4 3 7 2 4 4 7 3 Number does not exist Select this button if you were unable to reach the callback party because the callback panel lists a number that is not in service When you press the Done button the panel is removed permanently for this callback instance Fax machine Select this button if the callback number was answered by a fax machine When you press the Done button the panel is removed permanently for this callback instance Answering machine Select this button if the callback was ans
207. r MX Telephony Service Provider NDIS Proxy TAPI Service Provider TAPI Kemel Mode Service Provider Unimodem 5 Service Provider Figure 12 4 MX Telephony Service Provider Added to PC 6 After adding the MX Telephony Service Provider you can close the Phone and Modem Options and Control Panel windows 150 12 TAPI 12 2 3 TAPI Application Configuration 12 2 3 1 Microsoft Outlook Outlook does not display calling party information for incoming calls from configured contacts To add TAPI support to Outlook The following Outlook configuration is similar to initiating a phone call 1 Right click on a Contact and choose the Call Contact menu item as shown in figure 12 5 per 2 wnt WS Forvzrd iby Maw Meesaze to Conzsct How Spcontre t th Contact Ka New Mewli y Reyes lu Cu ten FA Mew Tass for Contact New ical Tntry bo Cark ct Lil D ia Col nda gE cal Jeng he Meeti g Y Folk Jp HOH X palate Figure 12 5 Outlook Call Contact The New Call window will open as shown in figure 12 6 New Call Number to dial Contact Y Open Contact Number 408 328 0450 777 Dialing Properties Create new Journal Entry when starting new call Call status On hook Start Call S Dialing Options Figure 12 6 Outlook New Call 2 Click the Dialling Options The Dialing Options window will open as shown in figure 12 7 The Zultys Line does not require any
208. r account It also allows you to play your voice messages display your faxes and organize all of your messages Topics described in this chapter include mail box types and properties voice messages fax messages on demand call recordings the Voice Mail window the Automatic Call Recording window the Voice Mail settings panel that selects your active greeting and lists your storage capacity the Message Notification Preferences that specifies the method for alerting you of selected incoming voice and fax messages the Voice Mail Preferences panel that specifies the storage paramerters area for your voice mail files The MX voice mail server provides an alternate method for configuring and accessing your voice mail Although MXIE s graphical user interface allows you to more efficiently manage your voice mail a limited set of configuration options are available only through the voice mail server Refer to the MX Voice Mail Server User s Manual for more information Mail Boxes MX voice mail boxes store messages to system users operators and ACD groups Mail box attributes and access authorization rights are either assigned through the Administrator User Interface or configured through the voice mail server The MX defines two types of voice mail boxes User boxes and Group boxes 115 MXIE User s Manual 10 2 1 10 2 2 User Boxes User voice mail boxes store messages for MX users Each user may be assigned o
209. r buddy list from a personal address book drag an drop a contact from one of your books into the Buddies directory MXIE will not display a presence icon for these buddies MXIE Operations To perform MXIE operations from the Contact List select highlight a contact and press the right mouse button to access an operations panel as shown in figure 9 3 The list of available options depend on the contact type and the information available in the Entry Information panel for the contact Section 9 3 on page 110 describes the Entry Information panel Burirae Hupkins of Fiz Zorn Last Hopkins Business SLE i ae 3514 2 Home 338 742 1321 Senan nten Message SSL zone Hep anaia sanziccomp zor Tes Messaye Hslu e enc an Mns Seni Voice mal Sen a Far Open Mid y Lhangc Acrt select Al Oo Figure 9 3 Contact Operations panels 105 MXIE User s Manual 9 2 9 2 1 Select Make a Call to initiate a voice call with the contact Selecting this option generates a subpanel that lists the available contact methods for the contact in this example a business number a home number and a SIP address This option is available if one of the following Entry Information data fields is filled for the contact Business Phone Mobile Phone or Home Phone fields Select Send an Instant Message to send an Instant Message to internal contact or an external message to an external contact Select Text Message History to re
210. rcom 3657 Product_Info SIP Public_Relations Lindy Baker samplecomp com K Sales Security A Tech_Support K Mark Cotton K Mike Dennis K Bonnie Hopkins Figure C 1 User Lookup Contacts panel User Lookup Recipient The User Lookup panel designates a list of system users to receive a voice mail message To access this panel press the To button on a send message panel or the Address Book button on a Transfer panel The User Lookup panel comprises two sections as shown in figure C 2 The left section displays the list of Users configured in the MX system The right section display the list of users that will receive you voice mail message To select a user as a recipient double click one of the users on the list section Repeat for each user that is to receive the message To remove a user from the recipient list highlight the user to be removed and either type the Delete key or right click on the name and select Remove Contact from the list Press the OK button to enter the information into the Send Message panel and exit this panel Press the Cancel button to discard the specified information and exit this panel 174 C User Lookup Panels User Lookup K Front_Desk Marcom Product_Info Public_Relations Janie Newmar K Sales Security Tech Support IK Mark Cotton K Mike Dennis KK Bonnie Hopkins Ak tarea Figure C 2 User Lookup Recipient panel 175 M
211. re 11 4 Call Log Preferences The Call Log Preference panel shown in figure 11 4 instructs MXIE to display log entries and configures the maximum size of your log To open the Call Log Preference panel open the User Preferences window by selecting File Preferences from the main menu then select Call Log in the panel directory Changes to call log parameters do not take effect until you exit and reenter MXIE Cal Log Limitations ZO 2 Show call log days 7 a Call Log Preferences panel The maximum log size is based on the number of days that records are stored Log entries are retrieved directly from the MX Reducing the size of the MXIE call log by altering preference panel settings does not delete call log records Show Call Log When you select this option the Log window displays the contents of your log If this option is not selected the log displays a blank panel Days This parameter sets the maximum number of days for which calling records are stored 145 MXIE User s Manual 146 Chapter 12 TAPI 12 1 Introduction TAPI is a set of functions and methods that allow Windows applications to share telephony devices with each other It provides a common means of handling different media voice data fax and so on on a wide range of hardware platforms 12 1 1 TAPI Architecture TAPI applications communicate directly with Windows to request services Windows will pass this information
212. re on your computer After a successful installation the software displays the MXIE Login panel as described in section 2 3 1 Contact your system administrator if you are unable to install MXIE on your computer Logging onto MXIE Before you can use MXIE you must receive authorization to access MX resources by logging on as a system user This section describes the panels required to logon to MXIE User Login panel The MX User Login panel shown in figure 2 2 authorizes users to access system resources through the MXIE User Interface To log into the User Interface enter the following your User Name the password of your MX user account Passwords are always displayed as asterisks the URL of MX expressed as a domain name such as MX_Sunnyvale or in dotted decimal notation as shown in figure 2 2 the language in which the user interface will display all panel text You can change the language setting anytime during your MXIE session Section 2 4 describes the language capabilities of MXIE User names and passwords are initially configured by the Administrator UI All parameter values are case dependent Section 2 5 describes passwords used by the MX After you successfully logged in MXIE displays the Role panel that specifies your active roles and location as described in section 2 3 2 if any of the following criteria are true the MX has defined more than one location if your user account has authorization
213. recording to a wav file on your local computer or network Playback Bar The playback bar controls the playback of the highlighted call recording Playback bar components operate identically to the play panel described in section 10 4 4 2 on page 124 Sending Messages This section describes the process of composing and sending voice messages and faxes from MxXIE Voice Message Recorder The Voice Message Recorder dialog box shown in figure 10 10 controls the recording and transmission of voice messages to other MX users The following operations use the Voice Recorder dialog box Send voice message Urgent Icon Private 00 00 01 00 Icon Send Icon Record Icon Figure 10 10 Voice Message Recording panel Introductory remark recording This function is accessed by forwarding a voice mail to another MX user The dialog box records an introductory remark that is attached to the forwarded voice mail Send a Voice Mail This function is accessed by right clicking a contact in the buddy list or address book and selecting Send a Voice Mail The dialog box records the message that is sent to the buddy The operation type is stated on the left side of the panel s title bar The panel in figure 10 10 is performing a Send Voice Mail operation To record and send a voice message perform the following actions 1 Select the message recipients 131 MXIE User s Manual 10 6 2 When you enter the Voice Me
214. reeting messages and determines which greeting message is played to your callers when you are not available to accept their calls The MX allows each user to store a maximum of four greetings Greetings with an Empty indication are not recorded Greetings that are grey are not yet saved to the MX database Greetings that are in regular typeface are recorded but are not selected as the active greeting The greeting that is in bold typeface is the active greeting that callers hear when you are not available to answer their calls In figure 10 6 Greetings 1 and 2 have been recorded and Greeting 1 is the active greeting Greetings 3 and 4 are not yet recorded To record a greeting using MXIE with a microphone and speaker headset perform the following procedure 1 Click on the greeting you wish to record in the User Greeting list 2 Press the Change greeting button The panel changes to indicate the recording status as shown in figure 10 7 3 Record your greeting then press the Stop Record button when you are finished 4 Press the Play button to review your recording 5 Press the Apply button to save the new greeting to the database To discard the new greeting press the Cancel button Voice Mail Settings Gistro Livetations Use name S Usa nane changed py aroe wer nana Usei Goes 00 08 01 00 pe IL asseg Ilres Deactivate Auto stendat greeting A Auto atenda greeting has rol been recorded
215. revious calls are active generate a MXIE session block similar to the one shown for David Messenger in figure 5 9 To answer the call press the Hold button on your phone then press the appropriate call appearance button Mae Zo lon 0327 Bx s ms David Messenger a ze Rirging m o Figure 5 9 Receiving a second voice call while the device manages multiple calls Figure 5 10 displays the session blocks shortly after the call is answered Mare Zo lon 034 Bx On Hud M David Messenger 0376 EX e Ti 3 Figure 5 10 Simultaneous voice calls the device manages multiple calls Conference Calls A conference call is a simultaneous telephone conversation with more than one person MXIE supports conference calls with any device that can handle multiple call appearances You can have only one active conference call at a time After stating the conference call on MXIE you manage all other conference call aspects from your phone 52 5 Voice Calls 5 3 5 1 5 3 6 5 3 6 1 Initiating a Conference Call To perform a conference call on MXIE 1 Initiate the Conference call by performing one of the following actions Toolbar Press the Conference icon Main Menu Select Actions Conference Buddy List Drag a Buddy Group into the Session List or onto the Conference icon in the toolbar then skip to step 3 2 Select the conference participants from the User Lookup panel as described in section C 2 on page 174
216. rface by selecting that window on your desktop Call Attached Data Automated attendants that handle calls have the capability to associate specific data fields with a call These data fields are filled by querying the caller then passed to an agent who then uses that information to service the caller s request The Call Attached Data option specifies your MXIE instances response to receiving call attached data When Display Attached Data is enabled MXIE displays any call attached data received from the system MXIE CAD AA Default HEAD HANDLER Dx 01D 1558 Ca gd CallD 464274557 264896276 Lea 33 1 DevicelD 21 Date 07 07 2006 Fasi Ne Jon ott Ham Samih Figure 3 16 Call Attached Data panel 24 3 MXIE Window 3 3 4 3 4 ZIP4x5 The ZIP4x5 phone provides four ethernet call appearances for voice calls Three of the call appearances carry calls from the ethernet circuit The fourth call appearance can carry calls over the ethernet circuit or over an analog circuit This section of the panel determines the default method when you initiate calls through a ZIP 4x5 that is bound to your MXIE instance Use Digital Line by Default Selecting this option programs MXIE to use a ZIP4x5 Digital Call appearance if one is available when placing a voice call Use Analog Line by Default Selecting this option programs MXIE to use the ZIP4x5 Analog line if available when placing a voice call Sounds Preferenc
217. rk properly only if you open MXIE and bind it to a device prior to opening ACT 2 Verify that DND or call forwarding is not enabled on the bound device 162 12 TAPI New Contact Px Duplicate Contact X Delete Contact Schedule Write rone cor SI Insert Note 18 Record History H Attach File a Group Membership Preferences Figure 12 28 Making a call by right clicking on a contact using ACT Write Sales Reports Tools Internet Links view Window Help SH 5009311204402 2 o g Dial Phone Figure 12 29 Making a call using the dial phone button on ACT Phone services are not available The problem may be with cables or configuration of the phone driver Figure 12 30 ACT MXIE not Logged Into MX Error Message If DND or call forwarding is set MXIE will generate a message as shown in figure 12 18 To resolve this message remove DND or call forwarding on the bound device Outlook needs to be closed and re opened before more calls can be placed 3 Initiate a call by any of the three methods The Dialer widow will appear as shown in figure 12 31 Select the number you wish to call by pressing the Dial button TAPI cannot establish a call if special characters such as or are used in the number If you do not wish to call the contact click the Close button 4 For international calls ACT does not exhibit the issue described in step 4 from section 12 3 1 1 on page 155 with
218. rmation for each of your address books Default Directory Location C Document and Settings user name Application Data Zultys MXxSettings File Name Address_book xml Configuration Panel Address Book Settings To access this panel press the options button in the address book 171 MXIE User s Manual B 2 3 B 2 4 B 2 5 Voice Mail File MXIE requires one voice mail file to store all of the voice mail that you have saved from the inbox to another location This file describes the structure of your voice mail directory and stores your voice mail boxes including each voice mail message in the boxes Default Directory Location C Document and Settings user name Local Settings Application Data Zultys MXSettings File Name user account vm where user account is the user ID of the account Configuration Panel Voice Mail Users Preferences To access this panel select File Preferences Voice Mail from the main menu Chat Text Files Each chat text file saves the contents of one chat session Chat files are stored in text format and contain the conversation as recorded in the message window Default Directory Location C Document and Settings user name Local Settings Application Data Zultys MXSettings File Name YYMMDDTTTTTT txt which denotes the time and date the chat session began YY year MM month DD date TTTTTT time in hours minutes and seconds For example 030517123456 txt stores a chat that beg
219. s aoa mE Date and Tre 118 2006 79108 AM 11712006 5 29 54 PM 17 2006 4 34 27 PM 7 17 2006 4 26 56 PM 7 17 2006 22428 PM 111772006 324 06 PM 1117 2005 32318 PM 7117 2006 31728 PM 7 17 2006 10927 PM 7 17 2006 252 32 PM 77 2006 2 00 00 PM 20712006 1 22 48 PM 27 2006 11 4353 AM 7 17 2006 11 4302 4M 7 17 2006 11 33 47 AM 7 17 2005 1039 46 AM 7717 2085 10917 aM win mM 1 e 13 Ml eg La E E C 2 La Ca A 2 c E E E Ka 3 E E 3984142691 3997151123 2897148919 4471280228 3907151124 3995543651 3334249100 PENSU 39871 54400 5261126941 3336616211 4471248228 447220173 5261136941 3901722343 3987154404 9267136941 INTIADE 4833 AM 3984121991 Adam Preece Mark Lotto Hannah Poor Jarre Nevesome Adam Pre Mite Dera Kavin Maron Evan Wayne Frances Young Mathdds Rolins Zehe Miler Ots Johnsin Hremah Poulton Mathdds Rolins Jane Newsome Adam Preece Matin Rodin BB Lot ES Figure 10 9 Automatic Call Recording window 10 5 1 Automatic Call Recording Window Description The Automatic Call Recording Window comprises three sections 129 MXIE User s Manual 10 5 1 1 10 5 1 2 The Filter Bar located at the top of the window specifies the call recordings that the window displays The Call Table displays a list of the available call recordings The Playback Bar located at the bottom of the window controls the playback of the highlighted call recording Filter Bar T
220. s ATTE ld cco leds Hiei add hoe med hls acne OL ke e Rests 97 8 5 Configuring Presence 97 8 5 1 Presence Preferences 97 8 5 2 ACD and Operator Preferences version tad 99 8 5 3 Presence Toolbar Preferences 100 Address Book 103 9 1 ene EE 103 ONT Toolbar rata aid tate hae is 103 HL Books Tree A A AA Va a los 104 93 Contact List caia a Age ANE ei 104 9 2 Address Book Preferences 00000c eee wee w newness 106 9 2 1 Address Book Preference panel ooooooooomomooo o 106 9 2 2 Default Action panel is a a a a ed BS 108 9 2 3 Shown Properties panel es id sd Aaa Raw Rs 108 O24 Sort Order panel EEN 109 9 3 Entry Information ue NNN NNN ee eee iaa NNN d 110 Contents Chapter 10 Chapter 11 9 4 Address Book Import ooooooooooooo 0 4 gt Select Source Fle si ie date de Gide alee ae ig Mwah aaa 9 4 2 Map MX User Properties to Source Fields 9 4 3 Import is About to Be Started o oo oooo o 9 4 4 Panel 4 Import in Progress ANEN 08a pia hos 94 5 Pane EEN Voice Mail Faxes and Call Recordings 10 1 Introduction A 10 2 Mail Boxes 0 cc ee 10 2 1 User Roses 1022 Group BOXES one hay as 10 3 Message Types E 10 3 1 Voice Messages lt 6 pts x sca daly eae is 10 3 2 Fax Messages EE AS Call Recordings eta io 10 4 Voice Mail Window ssssssannnssnnnnnnnnne 10 4 1 Accessing the Voice Mail Window 10 4 2 Voice Mail Win
221. s panel Use this font Select this radio button to choose a font different from the Microsoft Windows desktop font for displaying MXIE text The default font type provided by this setting is Microsoft Sans Serif the default font size is 8 Use color scheme Configure the appearance of your MXIE window by selecting either the default MXIE color scheme or the Windows scheme that is active on your computer Calls Preferences The Calls Preferences panel shown in figure 3 14 controls the appearance of session blocks and the behavior of the MXIE window when receiving an incoming call To open the Calls Preferences panel open the User Preferences window by selecting File Preferences from the main menu then select Calls in the panel directory Figure 3 14 User Preferences Adder Book Delna Actor Shown Properbes Sart Order ZC ance Zeck awe Cal Handing Call Log Lar Device Access Pokey External mestagra Instant messaging Messages Messages Confirmations Notification Presence Toot Saltphone Ando Parameters Sounds Appearance Session appearance options determine the format of session blocks The session blocks in figure 3 15 display the icon and session button display options Aggeaance on C Show session control butions F Larga session cons Cate Show MOE and change focus Show MIE but do nol change focus Do not show MIE Cal Altached Data L 1 Display Call Attached Data Use dyta
222. s shown in figure 10 16 To open this panel open the User Preferences window by selecting File Preferences from the main menu then selecting Notification in the panel directory This window comprises two sections Available Notification Rules and Rule description The Available Notification Rules section lists all of the notification rules configured within the MXIE instance Rules are listed in order of their precedence rank Components of this panel that support the creation of notification rules include Selection box A selection box is located to the left of each notification rule The Notification Plan only includes Notification Rules that have marked selection boxes Rules that are not marked are disregarded when the Notification Plan evaluates an incoming call Click this box to enable or disable the rule 137 MXIE User s Manual 10 7 2 Precedence rank The precedence rank appears next to a rule s selection box and determines the order that a rule is evaluated against incoming faxes and voice messages Rules are listed in order of their precedence rating with the highest ranking rules at the top The Up and Down buttons edit the precedence rank of the highlighted rule Edit Buttons Located to the right of the call handling rules the button bar accesses the Notification Rule Editor and modifies the precedence ranking of the available call handling rules New This button opens the Notification Rule Editor to
223. s to other users on the basis of the user profile assignments Operators Operators answer external calls that are not made to a specific user or internal calls that are made to request assistance An account owner may have access to multiple operator or ACD agent roles The administrator assigns operator rights from the Administrator UI ACD Agents ACD agents accept incoming calls that are made to a specific group such as marketing or sales The administrator assigns ACD agent rights from the Administrator UI An account owner may have access to multiple ACD agent roles Agents can accept calls to their ACD group only through the MXIE interface or through special phones that support ACD group functions Inbound Call Center Agents and Supervisors Inbound Call Center groups differ from ACD groups in that they provide more call and agent management tools including a call queue and call recording capabilities The administrator can assign supervisor rights to an ACD group member Supervisors assign calls to specific agents monitor agent performance and access performance statistics The administrator assigns Inbound Call Center agent and supervisor rights from the Administrator UI Hunt Group Agents Hunt groups are similar to ACDs except that hunt group agents can accept incoming calls from their phones without accessing MXIE The administrator assigns hunt group agent rights from the Administrator UI Administrators Administrators all
224. s user s manual MX refers to the MX250 and the MX30 MXIE User s Manual 1 2 1 2 1 MXIE displays a session block for each active communication session and provides single button access to session control functions such as call transfer conferencing hold and disconnect MXIE allows you to efficiently manage multiple voice calls Voice calls are supported by MXIE sessions Video calls will be supported in later versions Text messages do not require the establishment of a session Presence Presence is the MX service that uses and distributes the availability of each system user MXIE displays your presence state and the state of other system users You can configure presence rules to automatically change your state when certain conditions are met and program MXIE to accept or reject calls based on your presence state You can also authorize or deny viewing access of your presence state to other MX users When your account is authorized for external messaging you can also exchange presence status information with users external to your MX system through a supported messaging application Chapter 8 starting on page 89 describes the MXIE presence implementation Address Book The MXIE Address Book provides access to the MX user directory You can also create edit and access your personal address books Address book tools allow you to view the presence status of other MX users and initiate communication sessions with a single
225. s you want to apply to this rule This section specifies the rule filters Rule Description This section specifies the rule action and parameters of selected filters and triggers All underlined text in this section links to dialog panels that configure the trigger filter or action referenced by the text Rule Name The rule name is the label that identifies the rule within its call handling plan To configure the name of a call handling rule enter text in the Rule data entry box at the top of the Call Rule Editor window as shown in figure 5 21 Event Triggers The event trigger determines the type of call that activates a call handling rule MX rules use these triggers When I am using the phone triggered by receiving an incoming call when you are in a voice call No Answer triggered by an incoming call that is not accepted within a specified time Any Incoming Call triggered by any incoming call Rule triggers are selected from the Check events triggering the rule section of the Call Rule Editor 63 MXIE User s Manual Call Rute Editor Quang Werke Hours Noma Check events vou mart to arate O Wher a uing te phone 9 No arawer C Any rconeg col Check con bors you want to apt toewerd to 7249 C My presence C Cal from C Date range Lei Time of the day E On days of week E Hokey C My location r Chach action voy wart Lo anghy o Food to Md O Forward to Voice mal
226. sages Preferences panel open the User Preferences window by selecting File Preferences from the main menu then select Messages in the panel directory User Preferences ACD and Operator Addes Book Delak Acton D Local voice mad storage te name Shown Properties Sort Order C Documents and Settings janie newsome Local Settings Mppicahon Dala Zubia MO Serings Storage Aggemance Arico Cal Handing Delete policy oe F Delete box to Deleted box Device Access Pobcy Lei Delete message lo Deleted box Instant messagng Messages Select Save As Confirmations Nothicaboe Presence Toolbar Softphone Audo Parameters Soris Superna Figure 10 19 Messages Preferences panel 10 8 1 Local Voice Mail Storage File Location You can change the location of your voice mail files from this panel The example displayed in figure 10 19 is configured with the name of the default storage location which overflows the text box The full default voice mail box location in this example is C Documents and Settings janie newsomelLocal Settings Application Data WZultysMXSettingsjanie newsome vm Appendix B on page 171 lists the default MXIE system file locations and describes their properties Press the Select button to choose a storage location for your voice mail messages Press the Save as button to copy the current voice mail file into a new file 141 MXIE User s Manual 10 8 2 10 8 3 Delete Policy
227. select Sample Data again to exit this mode Press Next to enter the next panel Import is About to Be Started MXIE displays the final confirmation panel shown in figure 9 12 before starting the import Verify that the desired manner of handling duplicate records is specified Press Next to begin the import Local Address Book Import Import is about to be started You ate ready lo slat mpat addet book anties Dupboated erines are allowed This can lake a lew minutes and can be cancelled Click Next to start impost Figure 9 12 Address Book Import Import is About to be Started Panel 4 Import in Progress Figure 9 13 displays the Import in Progress panel This progress bar indicates the status of the import procedure Press Next after the import is completed Local Address Book Import Figure 9 13 Address Book Import Import in Progress Panel 4 113 MXIE User s Manual 9 4 5 Panel 5 Success Figure 9 14 displays the Success panel This panel indicates that the import procedure finished successfully Press Finish to exit this window and return to the Address Book Local Address Book Import Success 83 erties were succetshily imported into Local Address Book Figure 9 14 Address Book Import Success Panel 5 114 10 1 10 2 Chapter 10 Voice Mail Faxes and Call Recordings Introduction The MXIE Messages utility displays voice and fax messages received by your MX use
228. sent from Zultys Technologies Zultys the Zultys logo the Zultys mark and Zultys product names are trademarks of Zultys Technologies All other names may be trademarks or registered trademarks of their respective owners Revision History Release Release Date 0 1 1 14 December 2002 1 0 4 23 April 2003 1 1 1 12 July 2003 1 2 0 12 November 2003 2 0 2 21 June 2004 2 2 0 06 November 2004 2 2 1 18 January 2005 2 4 1 25 May 2005 2 4 2 22 November 2005 3 0 0 25 July 2006 Contents Chapter1 Introduction 1 1 1 MXIE Features 0c cc ee 1 EEI Text Messages aa id ol pean cue par ds 1 1 1 2 Session Mana deme dee dera erani ian irea 1 Le Pres A ee Ad nea a 2 1 1 4 Address BOOK 2 08 A a 2 1 1 5 Message Window us AA ts 2 1 2 dh CEET 2 Del SCS IAs ele NR O Diane TORE Boe A Jd Bek Re EEE 2 122 Operators A ae an E O E A 3 e E ER Agents Torenia bear od a a Seems panda we A a 3 1 2 4 Inbound Call Center Agents and Supervisors 0 00 3 1 2 5 Hunt Group Agents ec peice E G ha ata Gees Feu eos 3 L Administrators 32 sven EE Rab a ee oe 3 1 3 System Requirements 0000 cece eee eee 3 Chapter 2 Getting Started 5 2 1 Introduction 0 00 cc es 5 2 2 Installati n ge chet oie a a aa ee 5 2 2 1 Installation Software Sources 5 2 2 2 Running the Installation Software 6 2 3 Logging onto MXTE isk SN Ne eis Hie eee a a d de 6 231 User LOG panel sitos dao pardas 6 29 2 OTE PAMEL
229. ser Preferences Address Book a Daimh Acton Shown Properes Sort Onder OW Days thee any econ cal on Sim Sat hobdays kavand lo Y Alte Hours when no arawer alter 5 teconds from 2090 4 to 0 Si Noon lor ary incoming call hom 12 00 PM to 01 00 PM on Mor M Busy Prone when am tara the phone from ORDO AM to 1200 KI eee atl PS hoor Oe HU am h Device Access Poboy External message Inslar mestogng Show rules tor location Sumwyvale Vaqueros Messages Messages Confirmations Hoi Ae Prosper Toolbar Softphone D r descantion icles on underlined yan to eat 8 Apply thet rule whan raa zeng ater 15 tee And when hon OS OD AM to 12 00 PM bom 01 00 PM to 0500 PM Achan lowreend to 2249 Ando Parameters Sord C e 7 Figure 5 25 Call Handling Preferences panel The Call handling rules available section lists all of the call handling rules configured within the MXIE instance Rules are listed in order of their precedence rank Components of this panel that support the creation of call handling rules and plans include Selection box A selection box is located to the left of each call handling rule The Call Handling Plan only includes Call Handling Rules that have marked selection boxes Rules that are not marked are disregarded when the Call Handling Plan evaluates an incoming call Click this box to enable or disable the rule Precedence rank The precedence rank appears next to a rule s selecti
230. shown in figure 9 8 on page 110 104 9 Address Book 9 1 3 2 To delete an entry select the entry and press the delete button in the toolbar Contacts cannot be deleted from the MX Directory To add an entry press the New Entry icon in the toolbar to access the Entry Information dialog box Contacts cannot be added to the MX Directory To import contents of a data file to the selected address book press the Import Book arrow select Import Book and follow the instructions in the dialog boxes You cannot import entries into the MX Directory Other search and display options include To search for a user within the current address book type the first or last name of the user in the toolbar search box and press the enter key Search box contents are case sensitive Continue pressing the enter key to find the next entry with the first or last name listed in the search box To select the data fields that are displayed for each entry access the Shown Entry Properties of the Address Book Settings window by pressing the Options button in the toolbar To add an entry into your buddy list from the MX directory drag and drop a contact that directory into the Buddies directory To add an entry into your buddy list from a personal address book press the Ctrl button while you drag and drop a contact from one of your books into the Buddies directory MXIE will not display a presence icon for these buddies To move an entry into you
231. sions State This column displays the call state Parameter values include ringing active hold connected or conference Supervisor Queue Menu The supervisor queue menu located on the left side of the panel next to the agent list displays icons that access tools for monitoring the agents The queue icons as shown in figure 7 6 perform the following functions Silent Monitor E Bargen Call Recording W Forced Logout Figure 7 6 Agent Queue Menu Silent Monitor Press this icon to listen to the call involving the selected agent During the silent monitor the supervisor s microphone is muted the agent and the call are not aware that the supervisor is listening to the call Barge In Press this icon to join the conversation between the agent and the caller All parties are aware of the supervisor s presence in the conversation 78 7 Operators and ACDs 7 3 3 2 Call Recording Press this icon to record the conversation between the selected agent and the caller Forced Logout Press this icon to log out the selected agent Queue Monitor The Queue Monitor is an Inbound Call Center feature that displays the list of callers that are waiting in the ACD queue to speak to an agent All agents and supervisors of an Inbound Call Center group can access the Queue Monitor that displays the caller list The queue monitor that is available to supervisors displays in addition to the caller list group presence statisti
232. sks on the list To access this panel select Supervisor Queue Monitor from the main menu or press the arrow located left of the Supervisor text on the partition header The Agent Presence Summary at the top section of the panel displays a presence summary of the agents of the Inbound Call Center group The load indicator bar located on the right side of this section is a graphic presence summary The green bar represents the percentage of agents that are available 79 MXIE User s Manual 7 3 3 3 Queue Monitor Sales DER K lAvabe Ze ONct Avante A Buy a 2loggedOu gi Slot Cade cone quese ST Wart Tine Cakes 1D Assigned To 001042 5652229890 001252 776789421 00 e 253239411 000008 3960223487 Figure 7 8 Queue Monitor Supervisor panel The yellow bar represents the percentage of agents that are busy or not available The grey bar represents the percentage of agents that are logged out This section also displays the number of callers waiting in the Inbound Call Center queue The supervisor queue menu located on the left side of the panel next to the caller queue displays icons that access tools for managing the caller queue The queue icons as shown in figure 7 9 perform the following functions 17 Priority A Pick up di Assignment hi Voice Mail PE Transfer Figure 7 9 Queue Monitor Menu Priority Press this icon to increment the priority number of the highlighted call Pick up Press this ic
233. ssage recorder the address area right of the To button usually lists one message recipient To designate other recipients press the To button and follow the instructions in the User Lookup Recipient panel After you finish entering recipients their names will appear next to the To button 2 Start the recording by pressing the circular red button located below the To button 3 Speak your message in the microphone then press the square button that replaced the red button as shown in figure 10 11 ms Send voice message From Janie Newsome Adam Pierce oo 10 10 00 Y ei O WD Send Figure 10 11 Recording a Voice Message 4 Mark your message to give it the appropriate emphasis To mark the message private press the button with the keys icon located left of the Send button To mark the message urgent press the button with the light bulb icon located above the private button This icon is depressed in figure 10 11 5 Review your recording by pressing the triangular button located below the To button 6 Send the message by pressing the Send button located in the bottom right corner of the panel Sending Faxes with the Fax Wizard The MXIE Fax Wizard controls the transmission of fax messages from your MX account through the MX fax server You can send most TIFE bmp jpeg or png files as a fax to any MX role or any phone number that is accessible from your MX system Regardless of the file type of the selected
234. ssaging 29 Z ZIP4x5 analog line oo ooo 25 186
235. sure MXIE is logged into MX and bound to a device 156 12 TAPI Call Status Definition On hook TAPI line is in the IDLE state No calls are being initiated or terminated Dialing A call is being dialled or in the DIALING state Connected A TAPI line is actively connected Hanging Up A TAPI call is being torn down and resources are being released Figure 12 17 Outlook Call status definitions If MXIE is not logged into the MX an error message as shown in figure 12 19 will appear when you try to initiate a call To resolve this error message click the OK button and login with MXIE to the MX MXIE screen prompts work properly only if you open MXIE and bind it to a device prior to opening Outlook 2 Verify that DND or call forwarding is not enabled on the bound device If DND or call forwarding is set MXIE will generate a message as shown in figure 12 18 To resolve this message remove DND or call forwarding on the bound device Outlook will need to be restarted before any calls can be placed 3 Initiate a call by any of the three methods The New Call window will appear as shown in figure 12 6 The call status is On Hook TAPI cannot establish a call if letters or special characters such as or are used in the number 4 For international calls Outlook has a problem if the number is in the following format 61 0 2 8818 3266 this example dials a number in Australia from the US If dialling from a US locatio
236. t 92 Operator ae E See ee 91 USOT ea AE 90 be right back state o o oo o 90 bind a phone MXIE panel 43 binding a device by acall from the device 44 A e eg O 43 by registered contact 44 cancelling a bind 45 definition 177 preferences 0 0 eee 47 recently bound devices 44 Softphone 44 binding status location on MXIE window 22 MXIE panel 43 blind transfer 55 179 DOOK tree its lee are Moers nels 104 browser requirements 3 Buddies directory 104 buddy group initiate voice calls 19 initiating conference call 19 TEMOVING ii o da 19 send e mail serres isere pasurin 19 send fax foc Herik EREE 19 send text message 19 send voice message 19 buddy groups description 18 B OSSar Y elec eE dur 177 starting a session 19 buddy list adding a contact oo oooooo o 106 adding contacts oooo oooomoo o 19 change presence alert 19 disconnect 0 cece sees 19 glossary pedei prao aoieanna 177 initiate a voice call 19 MXIE location 17 Operator ario cos oa rta 17 removing contacts 19 POLES fhe eddie h Aisa ADE 17 95 send e mail 0 05 19 STAN oir die alae 19 send text message oooooooooooo 19 send voice message
237. t Dial Anerrek Last Dog Attengt Lan Rena Made By 22617 266 7 11 2005 10 2025 AM 7742 2006 31 26 18 AM Zorn mache Hannah Poston 4 cb 3 7711223482 7 13 2006 10 03 44 AM 7 13 2005 11 26 20 AM No answer Bonnie Hopkins 2 3967851471 7 11 2005 5 22 094M 7 13 2006 114353 AM 1 13 2005 11 33 39AM Buy BA Low 1 FUMAR INIA 54 03 AM 1 13 2006 113533 AM 7703 2005 11 29 19 AM Bus Adaro Prce Figure 7 11 Callback Monitor Supervisor panel The yellow bar represents the percentage of agents that are busy or not available The grey bar represents the percentage of agents that are logged out This section also displays the number of callers waiting in the Inbound Call Center queue The supervisor callback menu located on the left side of the panel next to the callback request queue displays icons that access tools for managing the callback request queue The callback icons as shown in figure 7 12 perform the following functions re Priority A Callback Schedule E Delete Figure 7 12 Callback Monitor Menu Priority Press this icon to move the selected callback request one position higher in the queue Callback Press this icon to attempt the selected callback request MXIE displays the Callback panel press Dial to attempt the callback Schedule Press this icon to reschedule the selected callback request 7 3 3 4 Group Statistics Delete Press this icon to remove the selected callback request from the callback request que
238. t group agent role is active the Buddy List displays all members of the group The presence status displayed by the buddy list is updated in real time with a two second delay period between a change in presence and the distribution of that change among all system users Section 3 1 5 on page 17 describes the MXIE buddy list Address Book The address book displays the presence state for each user To access the address book press the address book icon on the toolbar or select View Address Book from the main menu See chapter 9 starting on page 103 for more information about the MXIE Address Book Presence Alert The Presence Alert panel programs MXIE to notify you when a buddy s presence status changes to a specified state To access this panel right click your mouse on a buddy in the buddy list and select Change Alert as shown in figure 8 6 95 MXIE User s Manual 8 4 1 8 4 2 MXIE User Janke Newsome Fie Actions View Supervisor Help CC oe a BLE K Avadatie Naav Ko Busy TAIA Lunch A In a Mestre FO Be Right Back A Appen Oftiee UE Budes Sales HiTech Support K Adan Pierce K Chera mem K Dama Thomas Mahe a Call Send an frot Message Text Message r ers Sand an E mad send a Voice mal Send a Fax Open v Buddy Creve a Gop X Delete Soet Ory r SS y merasmrt Figure 8 6 MXIE Window with Alert Option menu Notify Me When The top section of the Presence Alert p
239. t to pressing the Send button typing Ctrl Enter adds a line to the message Ctrl Enter sends text Enter gives new line when this option is selected typing Ctrl Enter is equivalent to pressing the Send button typing the Enter key adds a line to the message Instant Messages to Phone Many SIP phones including most Zultys ZIP and WIP phones are capable of receiving and transmitting instant messages The Instant Messages to Phone section programs the MX to send your instant messages to your phone The selected option remains in force even when you are logged out of MXIE 38 4 Text Messaging User Preferences ACD and Operator Address Book Serd Delad Action Enter sands text Oil Erter begne a new ine S g ei wi O D iEnie sends tet Enter begins a new ine Page ace Instart Message to Phone Agpbcation Call Handing Call Log Os Cot d Device Access Pobcy Only when WIE o not sunning Instant messaging Messages Comlimatons Notification Presence Toolbar Saltphone Mido Parameters Sounds Never Figure 4 11 Messages Instant Messaging Preferences panel Never This option programs the MX to never send instant messages to your phone Always This option programs the MX to send instant messages to your phone in addition to sending them to your MXIE instance Only when MXIE is not running This option programs the MX to send instant messages to your phone only when you are logged out of MXIE
240. tarting on page 143 describes call logs Message Indication The Message Indication text is located at the bottom of the session list as shown in figure 3 11 This text is present only if you have at least one new voice or fax message in your voice mail box To display the sender and receipt time of your most recently received new message press the Message View icon located right of the indication text Figure 3 11 displays the MXIE user window after the Message View icon has been pressed The sender and receipt time of the message appears directly below the indication text If the message is a fax a fax icon appears to the left of the senders name No icon is displayed if the message is a voice message To display the recipient and receipt time of other new messages press the Rewind or Forward button Pressing the forward button scrolls through your new messages Pressing the reverse button scrolls through your new voice messages in reverse order To play voice message or to view fax the displayed message press the play button directly below the Message View icon as shown in figure 3 11 To save the displayed message click on the text and select Save Charlie Smith 6 28 2006 9 37 53 AM in figure 3 11 20 3 MXIE Window 3 1 8 1 MXIE User Janie Newsome Fie Actions View Supervisor Help os a B22 K Available Not Available y A Busy Wa Lunch Ai in aMestirg Zpfe Heft Back A A ppex Difine Buddies
241. tem administrator to determine the profile assignment of any user For Multiple Incoming Calls Using MXIE to control your voice calls provides another option for handling calls to your extensions You can either handle calls from the phone panel or from the MXIE window Manage using MXIE for my bound device Select this option when managing your voice calls from the MXIE control buttons and options instead of the front panel of your SIP device When you select this option MXIE provides sixteen call appearances to handle multiple calls while using only one call appearance on the device Important MXIE must be bound to a SIP device to manage multiple voice calls The SIP device handles multiple calls if MXIE is not bound to a device Manage using the phone Select this option to manage your voice calls from the control panel of the SIP device instead of the MXIE control buttons Multiple calls are handled through call appearances on the phone the number of calls that you can simultaneously handle is limited by the number of call appearances provided by your phone Voice Call Sessions The MXIE User Interface can control most aspects of voice calls conducted from a device that is connected to the MX and is either bound to MXIE or is a registered contact Using MXIE to control your calls gives you access to sixteen MXIE call appearances This section describes MXIE voice call management capabilities Important A MXIE instance cann
242. ter 2 Open the Phone and Modem Options section of Windows Control Panel 3 Click the Advanced tab The Phone and Modem Options window will open as shown in figure 12 2 Phone and Modem Options Dialing Rules Modems Advanced B gt The following telephony providers are installed on this computer Providers Microsoft H 323 Telephony Service Provider Microsoft HID Phone TSP Microsoft Multicast Conference TAPI Service Provider NDIS Proxy TAPI Service Provider TAPI KernehMode Service Provider Unimodem 5 Service Provider Ca Ka Close Figure 12 2 Phone and Modem Options Advanced Tab 4 Click the Add button 149 MXIE User s Manual The MX Telephony Service Provider will be a choice of available Telephony Providers as shown in figure 12 3 Add Provider Select the provider you wish to install from the list below and click Add Telephony providers Microsoft Windows TM Remote Service Provider MX Telephony Service Provider Figure 12 3 MX Telephony Service Provider 5 Select the MX Telephony Service Provider and click the Add button The MX Telephony Service Provider will now be added to the system as shown in figure 12 4 Phone and Modem Options _ Dialing Rules Modems Advanced B gt The following telephony providers are installed on this computer Providers Microsoft H 323 Telephony Service Provider Microsoft HID Phone TSP Microsoft Multicast Conference TAPI Service Provide
243. ter the User Name and Password for your external messaging account in the specified data entry field then press Submit 30 4 Text Messaging 4 3 4 3 1 The External Messaging Preference panel indicates the successful registration attempt by displaying an active blue transport icon that corresponds to the transport program of your external messaging account as shown in figure 4 5 User Preferences Address Book Delma Acton Shown Propertes Sort Order AIM Agpesiance Dep s n wu 246887712 Cal Handing Extemal IM tarapents Jabber Mark Cotton im sempcomp com NA MSN Inctant mertagng Messages Messages Comfimations Notification TEEN Toolbar Softphone Ardo Parameters Sounds ahoo Figure 4 5 External Messaging Preference panel ICQ account is registered To unregister a transport account to your MXIE instance double click the icon that corresponds to the transport account you wish to unregister You can also select the icon by clicking it once then press the Unregister button located in the bottom right corner of the preference panel Text Message Window The text exchange message window shown in figure 4 6 sends and receives messages from other MXIE users and external contacts through the Instant and External Message functions MXIE displays this window when you initiate or receive a text message Message Window Components This window comprises five components as identified i
244. th a check mark in the Call Rule Editor All filters except Holidays require the configuration of supporting parameters in the Rule Description panel Figure 5 23 displays the bottom half of the Call Rule Editor when all of the filtering conditions are selected The Rule Description section of this window lists the condition value specifiers for each condition click on the underlined text to access the dialog panels that sets these values The Call Rule Editor will not save the rule until you have assigned a value to each underlined parameter in the Rule description section Check conditions you want to apply Rule description Apply this rule My presence when am using the phone Call from And when my presence is Please specify A Date range and call is from Please specify 4 Time of the day and In specific date span A and Within specific time frame A On days of week and on Specific Days A Holidays and holidays SN and my location is Please specify 4 My location is Action forward to Please specify 4 Figure 5 23 Call Rule Editor Filtering Conditions 5 5 2 4 Call Handling Action The call handling action defines the method that the rule uses to dispose of a call that matches the trigger and filtering conditions Call handling actions include 65 MXIE User s Manual 5 5 3 5 5 3 1 Forward to this action routes the call to a specified extension user ID or telephone n
245. the main menu and select Call Handling Section 5 5 on page 63 describes call handling rules and call handling plans 21 MXIE User s Manual 3 1 8 2 3 1 8 3 3 1 8 4 3 2 External Messaging Status The status bar displays the External Messaging Status icon on the left side of the status bar if you enabled External Messaging from the role panel as described in section 2 3 2 on page 7 The External Messaging icon appears as a yellow light bulb if External Messaging is active The icon appears as a grey light bulb if External Messaging is inactive External Messaging is activated from the External Messaging Preferences panel as described in section 4 2 2 on page 28 To open the External Messaging Preferences panel click on the External Messaging icon or select File Preferences from the main menu and select External Messaging Binding Status The binding status text reports the name of the device to which the MXIE instance is bound If the MXIE is not bound to any device Bind to appears in this location To change the device binding status or to bind to a different device click on this text Grey text denotes an inactive device Section 5 2 2 on page 43 describes each binding option Presence Status The presence status text indicates the presence state of the active role as displayed in the session list To change the presence state for the active role click on the presence text or icon on the right side of the status
246. the partition header followed by the text Supervisor on the left side of the header Operator and agent role partitions may display a Callback icon which appears as a small arrow button on the right side of the partition header Callback icons indicate that a caller has left a callback number with the group See section 7 2 4 on page 72 for details MALE User Janta hunne E DOOGEAROYFEE Figure 3 4 MXIE Window and Role Selection panels group roles selected 14 3 MXIE Window 3 1 4 2 To add or remove an operator or agent role from your session list select File Change Role from the main menu This opens the Role panel Current calls being serviced by an operator or agent role that is removed from the window will appear under the user role in the new configuration Removing the operator and agent roles from your session list prevents you from accepting calls as an operator or an agent You cannot log out of a hunt group without logging out of MXIE One role is designated as the active role the session bar of the active role is blue In figure 3 4 Janie Newsome is the active role To activate a role click the mouse in the work area of the role partition directly below the session bar of the role To change the size of the work area of a role partition click and hold on the title bar of the role then move the mouse to adjust the title bar placement To maximize the size of the work area of a role partition
247. tivity level of each agent in the ACD group All supervisors of an Inbound Call Center group can access the Agent Statistics panel To access this panel as shown in figure 7 14 select Supervisor Agent Statistics from the main menu or press the arrow located left of the Supervisor text on the partition header N Arent Statistics Sales Riarte Biharie P iBar A 2logetQu af Stud a FC curry e B all Es Yare Calls Senge L ore Tos ia Ire Arma ge Wa Up Tod Wp Up Avmage lod ge Tadpas ire Cabes Jad Lad Loge Lan cogot Tod Tie WE Hin Hol 4 mn nm mo ye woes H ya POI H Inan STR eam Vea gt ne K teenie ma 9 oes Hi Hina TAAG AASA ag A ANA baka 4 me y mites TI nie Rava AS IZA 106 4 A A Figure 7 14 Agent Statistics panel Agent Presence Summary The top section of the panel displays a presence summary of the agents of the Inbound Call Center group The load indicator bar located on the right side of this section is a graphic presence summary The green bar represents the percentage of agents that are available The yellow bar represents the percentage of agents that are busy or not available The grey bar represents the percentage of agents that are logged out This section also displays the number of callers waiting in the Inbound Call Center queue 84 7 Operators and ACDs Show Only Agents Logged In This parameter determines the agents that are displayed in the Agent Statistics panel Select this option
248. tphone Audio Parameters Sounds A Disconnected Unregister Apply Figure 4 2 External Messaging Preference panel External Messaging is Inactive 2 Access the connection popup panel by pressing the Disconnect icon located in the bottom left corner of the preference panel and right of the panel directory 3 Select Connect in the popup panel The indicates that it is connecting your instance to the jabber server by replacing the Disconnected text with Connecting then Connected When the MX has completed the connection to the jabber server the External Messaging Preferences panel displays External IM transport icons as shown in figure 4 3 The center icon for the Jabber server should be active blue and all other icons are inactive grey until a transport account is registered To de activate External Messaging press the active icon located in the bottom left corner of Preferences panel and select Disconnect in the popup menu Registering a Transport Account Registering a transport account connects your MXIE instance through the Jabber server to an messaging service account that you established through an external messaging application provider MX external messaging can communicate with external contacts though any of the following messaging applications AIM America Online MSN Microsoft Network Yahoo and ICQ Prior to registering a transport account you must set up an account through one of the supported
249. ttom left corner of the panel The buddy list in figure 8 6 displays a saved alert for Charlie Smith To remove a buddy alert right click on the buddy and select Cancel Alert Configuring Presence Presence settings are configured on three panels of the User Preferences window the Presence panel the ACD and Operator panel and the Toolbar panel To access the User Preferences window select File Preferences from the main menu Presence Preferences The Presence Preferences panel shown in figure 8 9 configures user role presence rules and controls the display of your presence to other system users To open the Presence Preferences panel open the User Preferences window by selecting File Preferences from the main menu then select Presence in the panel directory Automatic Presence Change Automatic presence change parameters determine the situations that enable the following User role presence rules After minutes of no activity show me as Be Right Back when my current presence is Available When this checkbox is selected MXIE changes your Presence state to Be Right Back if your current presence state is Available and there has been no activity on your computer for the period specified by the data entry box 97 MXIE User s Manual 8 5 1 2 User Preferences ACD and Operator Address Book Audomatc presence change Dela Actor A o 2 minutes of no activity results in an automatic presence change to Be
250. u may also enter the name of the document in the Document name data entry box this parameter is optional and does not affect the transmission of the fax After entering the file name press the Next button to enter the Recipients panel Recipients The Recipients panel as shown in figure 10 13 specifies the phone numbers and addresses that will receive the fax message MXIE Fax Wizard Janie Newsome Recipients To Fax Phone Company 1 Bemado Ayala 396 427 0675 398 427 6600 Cheniworks 2 Maude Bomegas 396 45261681 396 4526160 Acme Landy Hake Figure 10 13 MXIE Fax Wizard Recipients 133 MXIE User s Manual 10 6 2 3 10 6 2 4 To select an MX user recipient enter an extension or user name in the Fax Number data entry field To select a recipient on the PSTN enter the phone number in the Fax Number data entry field You may also enter the name of the recipient in the To data entry field this parameter is optional and does not affect the transmission of the fax To select a recipient from your address book press the Address Book button To select multiple recipients press the Add button after you enter a recipient s contact information in the Fax Number field then specify another recipient in the Fax Number field After completing the Recipient list press the Next button to enter the Schedule panel Schedule The Schedule panel as shown in figure 10 14 selects when the MX will deliver your fax messag
251. ue The Group Statistics panel is an Inbound Call Center feature that displays the current and cumulative activity level of agents in the ACD group All supervisors of an Inbound Call Center group can access the Group Statistics panel To access this panel as shown in figure 7 13 select Supervisor Group Statistics from the main menu or press the arrow located left of the Supervisor text on the partition header Agent Presence Summary The top section of the panel displays a presence summary of the agents of the Inbound Call Center group The load indicator bar located on the right side of this section is a graphic presence summary The green bar represents the percentage of agents that are available The yellow bar represents the percentage of agents that are busy or not available 82 7 Operators and ACDs SS Group Statistics Sales K lAvalable ZS ONctAvatatie A 2 Busy A 2logedOu Total Af D r ouer in queso MT 4 Tota renner ol cals n queue Maximum rember of calls n queue at one time Outbound cals icormectod Calls arawered Cals tanstened to ve Cak transiened to extemal rambet Discormected cals Calls abandoned hom queue Calls vert to queue overflow 0557 30 Total tak time C1642 Average lak ime 001000 Mamm vat ime 00 04 29 Average wal time for armwered calls 0000 00 Average wal time for abandoned cals 0000 08 Average mad ime lor af calle 16 Incoeeng call back requests bom customers 10 Suel cal back requests
252. umber Calls that are forwarded to another number are not counted by the Missed Call Indicator text see section 3 1 6 on page 20 Important Do not configure the Forward to action to route calls to emergency phone numbers MXIE and the MX do not verify that Forward to numbers do not improperly contact emergency service providers Forward to Voice Mail this action routes the call immediately to voice mail Calls that are sent to voice mail are counted by the Message Indicator text see section 3 1 7 on page 20 Reject this action rejects the incoming call the caller hears the fast busy signal when this action is enabled Calls that are rejected are not counted by the Miss Call Indicator text To select a call handling action click on the text that states Select specific action as shown in figure 5 23 This accesses the Call Handling Action dialog panel shown in figure 5 24 Selecting Forward to requires the entry of an extension address or telephone number in the corresponding data entry box Selecting Reject generates the following warning You are setting up a call handling rule which will reject calls All calls matching this rule will be dropped by the system without notification Check action you want to apply Rule description Apply this rule Forward to when am using the phone Forward to Voice mail Action O Reiect forward to Please specify A Figure 5 24 Call Handling Action dial
253. up from the buddy list Double Clicking on a Buddy or Buddy Group performs the operation specified in the Address Book Default Action panel as described in section 9 2 2 on page 108 19 MXIE User s Manual 3 1 7 MAXIE User Jonte Newsome View Supervisor Help a BILE PA KK Buy TAA Lurich A la Metro Z fe Dag Bach A Appas D line Adam Pice 0348 D er B Gen Al Ac Pu K Chutes KDana Th A Evan We Send to vacemad of Charte Smith 1 Business 3662 2 SIP Charie Smh 10 2 32 152 A Farens Young a You have 3 new voice merragos Wy COOBEASDIFEE On the Phone AP Figure 3 10 Buddy contact options for transferring a call with Drag and Drop Missed Call Indication The Missed Call Indication text is located below the session list as shown in figure 3 1 on page 11 This text is present only when you receive a voice call that was not answered either by yourself or through voice mail before the caller terminated the call Clicking on the text accesses your call log that displays the source of the missed call This indicator does not count calls that were forwarded or rejected by a call handling rule To remove the Missed Call Indication text from the window either click the Missed Call Icon on the right side of the window as shown in figure 3 1 on page 11 or access your call log You access the call log by clicking the Missed Call Indication text or selecting View Log from the main menu Chapter 11 s
254. valid for only the Agent role All other selections are valid only for the User role Select the Show All button to display all valid states in the Presence bar Select the Selected button and then press the icons on the panel for those states that you choose to display in the presence bar if none of the buttons are depressed MXIE does not display the presence bar Icon Style is the only presence toolbar setting that affects the manner that the Status Bar displays your presence or how the Buddy List displays the presence of others 101 MXIE User s Manual 102 9 1 9 1 1 Address Book Chapter 9 Components The Address Book window shown in figure 9 1 provides access to the MX user directory and supports the creation of personal address books This window comprises three sections the Toolbar Book Tree and Contact List Address Book Bonnie Hopkins jian adh Bonnie Hopkins Business 3514 Emat Borrie Hopkins samplecom com Tech Support Fest Borrse Sakes Last Hopkins Speed Dial External IM Boot Local Address Bech Chashe Smith Business 3662 Era Cake Siv h carplecom com Fra Chabe Last Sath Dana Thomas Busgezz 3661 Ema Dana Thomas samplecom com Fest Dana Latt Thons Figure 9 1 Address Book window Toolbar Re Evan Wayne Duras 365 Ema Evan WawreBramplecom com Fact Even Lag Ware Frances Young Daer 3684 ma Fast Frances Last Young Gina Rollins Berger 3652 E mad
255. ver that is installed as a windows printer You can fax any file that can be normally printed through windows Installing MX Fax Printer Device Driver Installing the MX Fax Device driver requires a printer port on your computer The following procedure installs a printer port on a computer that runs the Microsoft XP operating system The steps for installing a printer port in a computer running Windows 2000 are similar 1 Open the Control Panel by pressing the Start button on the Taskbar and selecting Settings Control Panel on the Start menu Open the Printer and Faxes panel by right clicking on the Printer and Faxes icon and selecting Open on the pop up menu Open the Print Server Properties window by selecting File Server Properties from the main menu of the Printer and Faxes window In the Print Server Properties window click on the Ports tab and scroll down through the list of installed ports If a port named MXFax is present proceed directly to step 1 If the MXFax port is not present open the Printer Ports window by pressing the Add Port button In the Printer Ports window chose Local Port from the Available port types section and press the New Port button When prompted to enter a port name enter MXFax and press the OK button You must be logged in as a Local Administrator to create a Local Port If you are not logged in as a Local Administrator you will receive a Specified port cannot be added Operation could not be com
256. view the messages sent to or received from the contact These options are available for all internal users and for external contacts for which an application account is specified on the contact s Entry Information panel If an application account is specified for an internal user selecting Send an Instant Message generates a subpanel that allows you to select the account to which the message will be sent Select Send an E Mail Send a Voice Mail or Send a Fax to send the specified message to the contact These options are available for all internal users and for external contacts if the address book lists an address to which the message can be delivered Select Buddy to add or remove this user to your MXIE buddy list This option is available only for contacts in the MX Directory or the Buddies directory You can drag and drop contacts from any address book to your buddy list To move the contact drag and drop an entry to the buddy list To copy the contact press the control button while dragging the entry Select Change Alert to modify or add a Presence Alert signal for this user Select Open to access a form for editing address book contents for this a user Click on Select All to highlight all users in the address book Click on Delete to remove this contact from the address book You can delete contacts only from your personal address books Address Book Preferences The Address Book Preference panels control t
257. wered by an answering machine Enter the redial period in the entry boxes below the Callback Result table When you press the Done button the panel is removed for the period of time specified by the redial parameter after which the Callback icon for this call reappears on the partition header of all logged in group members Wrong person Select this button if the callback reached the right phone number but the person that left the callback message is unavailable When you press the Done button the panel is removed for the period of time specified by the redial parameters after which the Callback icon for this call reappears on the partition header of all logged in group members Redial The Redial parameter specifies the period between the unsuccessful resolution of callback and the reappearance of the Callback icon on the MXIE window of all agents logged into the group Unsuccessful results for which the Callback will reappear includes Busy No Answer Answering Machine and Wrong Person Done button Pushing an active Done button removes the Callback panel Pushing an inactive Done button has no effect on the panel which forces the agent to actively resolve the callback request The Done button is activated by one of the following selecting Wrong number selecting Number does not exist pressing the Dial button Inbound Call Center Groups Inbound Call Center groups provide features that are not available to ACD Operator
258. wn in figure 10 4 To change an unread message to a saved message press Save to return a message back to unread status press Mark as Unread Voice Mail Length Messages wets Talk to Charlie Cal Recording 3984526 E Play Deleted 39842796 EI Save Fax Inbox 3 Dana Tho S Reply Outgoing Fax Francis Yd E Forward Sent Fax Inbox 3 Hannah PS Copy to Box Sales 3 Charlie S 7 Move to Box Operator Front_Desk 5 phonetturt Delete Fax Inbox gt Save to File gt Supervisor e occ FR Call Back to Bonnie Hopkins samplecome com Fax y Select All Inbox Agent Tech Supper Cal Recording E Resume contact on 10 1 Fax Inbox mn e Figure 10 4 Message Services options You can drag and drop messages from this list into the folders displayed by the Mail Box Directory To copy a message into another mail box press the Ctrl key while performing the drag and drop operation You can also right click the mouse to move and delete messages highlighted by the blue window cursor Other message service options allow you to forward a voice message or send a reply to the originator of a voice message and all other interested users You can also call back the sender if the sender is a user on the MX system or called from a device that has caller ID Adding a Comment to a Message or Recording The folder icon at the bottom of the panel provides a space to save a short text notation about the message Click in the f
259. xt in each of the remaining dialogs until finished Sending Faxes with the Fax Printer The Fax Printer is a driver that is installed as a windows printer when you install MXIE You can fax any file that can be normally printed through windows To send a fax through the fax printer a MXIE instance must be active on your PC Open a file through a windows application such Word or PDF Reader Select the print option then select MX Fax Printer as the printer Press the OK button to initiate the print MXIE will then display panels for selecting the destination phone numbers and the time that the fax will be sent Message Notifications MXIE uses a notification plan to inform you of incoming voice messages and faxes The notification plan comprises rules that determine the MX delivery method and content of messages sent to your e mail account when your mail box receives a voice message or fax This first part of this section describes the structure and creation of notification rules followed by a discussion of combining these rules to create a notification plan Notification Plan Description Notification plans determine the method that you are informed when your mail box receives a message Each notification plan comprises a set of Notification Rules 136 10 Voice Mail Faxes and Call Recordings 10 7 1 2 Figure 10 16 displays a list of notification rules that make up a notification plan Each rule is assigned a precedence ra
260. y forward move copy send and delete messages from this window 10 41 Accessing the Voice Mail Window To access the Voice Mail window Toolbar press the Voice Mail icon Main Menu select View Messages Session List if you have new voice messages or faxes click the You have new messages text on the MXIE user window as shown in figure 10 1 This text indicates the message type if your messages are either all faxes or all voice messages MXIE User Janie Newsome File Actions View Help AAA es EI K Availabe SNotAvailable A Busy YA At Lunch a Ina Meeting O Be Right Back A Appear Offline Buddes K Adam Pierce Za Charte Smith K Dana Thomas A EvanWayne K Frances Young Sales Techrecal Support E You have 3 new messages E cooBEAsOD00F Available K Figure 10 1 MXIE User Window with new voice mail Section 3 1 7 on page 20 describes the process of accessing messages directly from the MXIE window 120 10 Voice Mail Faxes and Call Recordings 10 4 2 10 4 3 10 4 3 1 Voice Mail Window Description The Voice Mail window shown in figure 10 2 comprises two sections The Mail Box Directory located on the left side of the window displays the folders that store your messages The Message List located on the right side of the window displays the messages that are stored in the highlighted folder in the Mail box directory Voice Mail From Received Messages Bonnie Hopk
261. y to a voice message from another system user right click on a message title in the voice mail window and select Reply MXIE displays the voice recording panel for recording the message Section 10 6 1 on page 131 describes the use of this panel Forwarding Messages To forward a voice message fax message or call recording to another user perform one of the following actions drag and drop the message title line in the voice mail window to an address book entry or buddy list contact right click on a message title in the voice mail window and select Forward Each action generates a voice recording panel for voice messages or the Fax Wizard for faxes for creating an introduction to the forwarded message Section 10 6 1 on page 131 describes the process of creating a voice message and section 10 6 2 on page 132 describes the fax wizard Viewing a Fax Message When a fax message is selected on the Message List the Play panel as shown in figure 10 5 does not display a Progress bar or Volume section To view a fax press the play icon on the play panel or double click on the fax name in the Message list 125 MXIE User s Manual 10 4 4 6 10 4 5 10 4 5 1 Saving a Message to File This option saves your messages to a file on your local hard drive or network To save a voice message as a wav file or a fax message as a tif file right click on the message title in the voice mail window and select Save to File s V
262. yed in boldtype in the mail box Saved Messages Saved messages are marked as such by the user or group member Saved messages have typically been read and are stored for future processing or reference Fax Message Content When a user ACD group or operator group receives a fax it is stored in TIEF F format in the mail box All MXIE accounts can receive faxes from internal sources groups through their MX extensions and from external sources through a Fax DID number as assigned by the system administrator ACD groups and operators can also receive faxes through analog trunk groups Call Recordings The MX defines three Call Recording classes On Demand Call Recording Automatic Call Recording and Emergency Call Recording On Demand Call Recording is initiated by an MX user or agent engaged in a voice call 118 10 Voice Mail Faxes and Call Recordings 10 3 3 1 10 3 3 2 Automatic Call Recording is configured by an administrator to retain recordings of all calls involving a specified group of agents or users Emergency Call Recording automatically saves a recording of all calls made to an emergency number as defined through the Admin UI No call recording license is required to record emergency calls Although the characteristics of all call recording wav files are identical the classes differ in the manner that calls are selected for recording the manner that recordings are accessed and the manner that users ar

MXIE User`s Manual 1.1.1 (12 July 2003)

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