Home

pcs 542 user manual

1. cecececceseccescesceseecessesecscescesvesesevecessesverseseesvscessseestesvesesevaversesvesesss 21 ICE PITTING TLV el Call cuento inicias soe tate tees acters he eee oil eons 21 Viewing the details Of a Call eee cceccescessscesescscscescecsesecscsesscsessesssessscsssssassesscssvsesesacsssesseessceesseetassetacees 22 Missed Calles cestos eI Pe YP ee eee 23 Redial a NUMDES oo ee eeceececeecescescecceecscessesceseesseccaecscesssssessssessvsessessesessssscsecseserssesesseasessessaseseassssessnsseseseesetestes 23 erie Eeke E E io die EE E E it isc 24 Select an alternative number to dial oo cece ceceeceseesceceeccsceeceseesceceasnscucsasescascstescsesstseearesesterensesesees 24 Ye yk era 1 re E EE E SE E AA N E A E E E TA E E S 25 Sonea BISS ed a a 26 View the DEO 26 Make a cal Wiel tne DIE CIOL cise scsi edse chan cascczetesces ich esdadssebdaedoa sonnet dele telesszsacdebeneoscedecdscuogbetsdoesvalaadstiut REN R 28 Transfer a Call Via the Directory nacos 28 Alternative method to view the directory ococococcocccococococonononononononcnnnnnonnnn cnn connn cnn non cnn nono nnnnn cnn cnn connnnonnnncnnncannns 29 DEA e o ld ed ETE 31 Working as a member Of a Department occoccccococococconocconononnnnonnnnonnnnnnnnnnn noni ateretan tatan AAEE EEn Aao cono aarne nanana 31 RECEIVING a Department Cal ai iia 31 Make acal toa Depaime iii td dad adn adelaida 32 Transfer a Call to a De Part Ment o oo ceceececceccecceccsceecescsvecceceeevecesssves
2. 1 Press the settings button 2 Press accept to Logout Please refer to page 54 if your phone is configured for SSL 3 Enter your extension number an asterisk and your Login Access Code eg 2040 1234 on the keypad Login 4 Press accept to Login 5 Wait for the PCS 542 to communicate with the telephone system 6 When the log in is complete your home page will appear If this is the default page your User Name and extension number will be displayed If a User is not logged on to the handset you wish to use the Login screen will be displayed Follow steps 3 to 6 to los in da When entering your details at the Login screen you can use the Backspace key to make any changes if necessary Please note that your User account may be configured to automatically log you off after the extension is not used for a specified amount of time This is useful if you forget to manually log off Please refer to your System Administrator for further details Administration PCS 542 User Manual V3 3 Draft 8 52 PCS 542 User Manual Partnering your PCS 542 with your PC or laptop Even Greater personal productivity can be realised when you partner your PCS 542 phone with SpliceCom s Navigate application This desktop productivity application delivers all of the functionality associated with the top of the range PCS 580 and is available for Windows Mac OS X and Linux PCs Some of the extra features you can gain access to when using Navigate
3. 2 None 3 Press the Quick Settings key to enter the Quick Settings menu Use the navigation keys f and then accept to select Divert Mode Use the navigation keys f and accept to select None and a tick will be displayed beside this option Use the navigation keys and accept Y to select Back to return to the Divert menu You do not need to change the Divert To number as you may wish to use this number again Press Quick Settings key to return you to your home page Note that Divert no longer displays a tick indicating that Follow Me has been turned off Receiving a Diverted Call When a colleague s calls have been diverted to your extension your colleague s name will be displayed in Call Status under the caller s number or name This information will enable you to identify and answer a diverted call correctly User Settings PCS 542 User Manual Version 3 3 0714 1 38 PCS 542 User Manual Status Message When you are unable to answer your phone you may wish to inform your colleagues that you are at lunch or in a meeting for example An Out of Office Message can be configured and this will be displayed on your colleagues PCS 580 570 562 560 552 or Navigate when they attempt to call you By selecting an Out of Office Message this setting will also change your voicemail greeting please refer to your System Administrator for further information on how to record your Out of Office voicemail greetings Setti
4. 542 User Manual 8 Personal Y 9 Back 10 Divert Mode Y 11 Divert vV 12 13 Please note enabled Use the navigation keys f to select one of the following options followe by accept Personal all calls to your extension and DDI number will be diverted Dual Personal all calls to your extension and DDI number will be diverted however your extension will also ring This will ensure that you can pick up the call wherever you are All all calls to your extension DDI number and any Department calls will be diverted Dual All all calls to your extension DDI number and any Department calls will be diverted however your extension will also ring This will ensure that you can pick up the call wherever you are A tick will be displayed beside the option selected Use the navigation keys and accept to select Back to return to Divert menu Divert Mode will be displayed with a tick Divert is displayed with a tick to indicate that you have Follow Me set Press the Quick Settings key to return to your home page When Follow Me has been set your handset will provide a broken dial tone to remind you that this feature has been The Divert symbol C will be displayed within your home page If your calls are forwarded to an internal extension and that extension is not answered or busy the caller will be passed to your voicemail if enabled or logged as a missed call on your PCS 542 Turn off Follow Me Divert Mode y
5. The number displayed on this key will be entered The directory entries commencing with the letters displayed on the key pressed will be listed Contacts Directory PCS 542 User Manual Version 3 3 0714 1 PCS 542 User Manual Further keys can be pressed to reduce the search For example if you were searching for es Craig you could press 27244 or y i Use the Navigation buttons to find the specific entry required or qua Press the Backspace key to edit the entry Once you have found the entry you require Craig Murray Use the navigation keys beside the contact you wish to view and then press accept The list of numbers stored for this contact will be displayed Up to 5 numbers per contact can be stored on the database 1 The extension number of the relevant User or the number stored in the Contact s Telephone Number field is displayed in the top line 2 If there is a number stored in the User s or Contact s Home Telephone Number field this will be displayed against the house symbol f 3 If there is a number stored in the User s or Contact Mobile Telephone Number field this will be displayed against the mobile phone symbo BB 4 If there are numbers stored in the User s or Contact s Spare 1 or Spare 2 Telephone Number fields these will be displayed in the next two lines against the telephone handset symbol 5 If you wish to leave your colleague a message use the navigation keys J 4 to select voicemail This option will
6. Transfer the call by replacing your handset or by pressing the Speaker button You will no longer have control of the call For further information please refer to the Transfer a call section from page 14 Alternative method to view the directory An alternative way to search for entries within the Contacts Directory is to enter each letter of the name required by pressing a key on the keypad multiple times until the letter required is entered in the search facility For example if you wished to enter the letter R you would press the number 7 three times To use this alternative search method you will need to change your default settings as follows Disable the default Keypad Mode x 1 Press the settings button 2 Use the navigation keys J f to select Defaults and then press accept y Keypad Mode 3 Use the navigation keys Y 4 to select Keypad mode and then press Back xX accept to remove the tick and disable this feature 5 Use the navigation keys Y 4 to select Back and then press accept to return to the Settings menu 6 Press the settings button to return to the home screen again Contacts Directory PCS 542 User Manual Version 3 3 0714 1 29 PCS 542 User Manual Searching the directory with the Keypad Mode turned off 1 Press the Directory button to access the directory 2 You will be presented with a Search facility to assist you in finding the contact you require 3 Press the key on the keyp
7. accept y You will no longer have control of the call Please note that this facility will only be available if voicemail has been enabled for your colleague For further information on transferring a call please refer to page 14 Record a Call Personal During any call internal or external or conference call you can record the conversation The resulting recording will become a new voicemail message and can be accessed in the usual way Please note that the use of this feature is controlled by your System Administrator If the Record option is not available please refer to your System Administrator o During a call press the record button you will see a record icon appear on the PCS 542 s screen 2 o To end the recording press the Record button and the icon will disappear Record a call Department If you are answering calls on behalf of a Department your system administrator may have setup Mandatory recording for both in and outbound calls for training or legal purposes However if when you are on a Call and a customer needs to give you their credit card details there is a feature called CW Masking that enables you to temporally stop the recording of these details During a Department call you will see the record icon on the PCS 542 s screen O To temporarily stop recording press the record button you will then see the record icon change to the Masked icon Call Centre Working PCS 542 User Manual Version
8. answered amp missed For further information on voicemail please refer to pase 42 View the contents of your Calls History A Press the History button A list of historical calls and voicemail will be displayed Entries are listed in date and time order with the newest at the top There is no limit to the number of completed calls and voicemails that can be listed However only the last 10 missed calls are recorded It Use the navigation keys to display the entry required A Press the History button to return to your home page Identifying the type of call lt Signifies an answered incoming call e Signifies an unanswered or missed incoming call gt Signifies an answered outgoing call D x Signifies an unanswered outgoing call Calls History PCS 542 User Manual Version 3 3 0714 1 21 PCS 542 User Manual Viewing the details of a call Use the navigation keys to select the call and then press accept to see the call details Incoming External Call On selecting the call you will see the Time and date of the call The name of the caller if the incoming number is recognised by the system the number received with the call if presented and your User name or the name of the colleague who has diverted their calls to you or the name of the Department called Incoming internal call You will see the Time and date of the call the name of the caller the callers extens
9. in a meeting until 11 o clock Please leave a message and I will call you on my return Your second Greeting the permanent greeting can be used to give a message that can be used on any day for example You have reached Alice Barker s voicemail Sorry am unable to take your call Please leave a message and will get back to you as soon as possible If you record a permanent greeting your daily greeting is deleted at midnight and the permanent greeting is then used until a new daily greeting is recorded Record a daily greeting S 1 Press the daily greeting button 2 Your current greeting will be played 3 When requested record your new greeting and press the hash key when finished 4 Your new message will be played back to you 5 Hang up and your new greeting will be saved Record a Permanent greeting 1 Press the Permanent greeting button 2 Your current Greeting will be played 3 When requested record your new Greeting and press the hash key when finished 4 Your new message will be played back to you 5 Hang up and your new Greeting will be saved Listen to a message while on a call While on a call you can listen to a message This would be useful if for example you wish to check the content of a message that relates to your current call Your call will be put on hold while you listen to the message lt 1 Press the Messages button 2 Use the navigation f buttons to select a message and then press
10. in conjunction with your PCS 542 include Integrating your PCS 542 with the company Intranet or Web enabled applications Making notes during a call View notes created by a colleague Filter your Calls History to view missed calls or voicemail messages Forward your voicemail messages to a colleague and or your email account Turn Call Waiting on and off Choose between visual and or audible Call Waiting notification Setting Forward on Busy and Forward on No Answer Add an exceptions number list for use when in Do Not Disturb Changing your Ring Tunes Quick Settings tool bar Adding new Contacts to the directory Presenting Users Departments Directories Favourites web pages on incoming Contact calls Operator Console mode For further details on installing Navigate please refer to your System Administration For details on how to use it in conjunction with your PCS 542 please see SpliceCom s Navigate User Manual Administration PCS 542 User Manual V3 3 53 PCS 542 User Manual Using SSL on your PCS542 Secure Socket Layer SSL Support allows PCS IP Phones deployed in remote office or home working environments where an on site call sever does not exist to create a secure SSL link back to the host PBX through the internet The PCS 542 gives you the option to use SSL However this must have previously been setup by your System Administrator Logging on to an SSL enabled phone is similar to Ho
11. only be available if voicemail has been enabled for this user Please refer to the Voicemail section from page 42 for further details Back Using the navigation keys f select Back to return to the directory Press the Directory button to return to your home page Please note that you can view a directory entry while on a call if for example you wish to look up a contact s phone number Contacts Directory PCS 542 User Manual Version 3 3 0714 1 27 PCS 542 User Manual Busy Lamp Field for Users An entry displayed for an internal User will indicate if your colleague s extension is busy or not Sarah Rhodes Sarah Rhodes x Sarah Rhodes lo An internal User displayed with no symbol indicates that your colleague s extension is free An internal User displayed with the busy symbol indicates that your colleague is currently on a call An internal User displayed with the DND symbol indicates that your colleague has Do Not Disturb set Make a call via the Directory Press the Directory button to access the directory Use the Search facility to find the contact required Use the navigation keys T to select the contact you wish to call and then press accept The list of numbers stored for this contact will be displayed User the navigation keys f to select the number you wish to dial followed by accept The call will be made automatically Transfer a call via the Directory A ES 2 3 4 5 6 7 ZA on P
12. originally received by for example the receptionist before transferring the call to you and may give details of the nature of the call helping you to deal with the call proficiently If the call is received from or made to an external number stored on the central database you can view the notes previously saved with this contact Note This facility is only available on the PCS 542 by using Navigate to partner your phone Hot Desking If you share your PCS 542 with other colleagues you can log in using your own extension number and access code so that you can use your own settings and be identified with your name when you make and receive calls Introduction PCS 542 User Manual Version 3 3 0714 1 PCS 542 User Manual The PCS range To further enhance maximiser s advanced capabilities SpliceCom offer a wide range of Proactive Communication Stations PCS to deliver the ultimate in desktop productivity Designed to complement other market leading and stylish high end IT equipment on the desktop SpliceCom s PCS 560 amp PCS 570G IP Phones combine looks intelligence and desirability in equal measure The world s slimmest desktop IP Phones provide easy access to the wide range of benefits delivered by maximiser SpliceCom s innovative and award winning portfolio of IP PBX Unified Communication Business Telephony platforms The top of the range PCS 580G is the latest version of the world s first keyless IP Phone featuring a wide scr
13. that pressing the Speaker button will only end the conference if the PCS 542 is used in hands free mode otherwise this button will switch from handset to hands free mode Basic Call Handling PCS 542 User Manual Version 3 3 0714 1 PCS 542 User Manual Call Waiting Call Waiting is a facility which allows you to receive a second call while still connected to another call The use of this feature is controlled by your System Administrator who will inform you whether this facility has been enabled on your extension Handling a waiting call When a second call is received you will hear an intermittent beep in your handset and the call waiting message will appear on your screen Jt pes Alternatively yt pes J Alternatively de de de ded If you do not wish to answer the call press the navigation keys to select Reject and then press accept The call will be passed to your Forward on Busy number if set or passed to voicemail if enabled or cancelled Please refer to your System Administrator for further information on your Forward on Busy number Use the navigation keys to select Answer and then press accept Your original call will be put on hold You can press the Switch key to toggle between the two calls Call Status will display which calls you are connected to The call waiting message will disappear after approximately 5 seconds and call Status will return to the screen with the detail
14. the dial tone NS 2 Using the key pad dial the number internal or external required 3 The call will be made and Call Status will display the details of the number you are ringing your name and the time on the call Alternatively 1 Using the key pad dial the number internal or external required 2 Press Accept to Dial or lift your handset 3 Call Status will display the details of the call If you have started to make a call have changed your mind and wish to stop the call press navigation down arrow to select hangup and then press Accept or replace your handset if you have entered and incorrect digit use the backspace key to delete this If you are required to enter further digits once the call has been made for example when presented with an auto attendant use the alpha numeric key pad to enter the digits Call Status Call Status will display the number you have dialled or the name of the person you have called if known by the system your name and length of time of the call Account Codes Accounts codes can be used on your telephone system to analyse outgoing external calls when for example you wish to bill a customer for your time or you wish to keep a track of the cost of a project If your User account has been configured so that you are required to enter an Account Code before making an external call the Account Code screen will be displayed after you have dialled the external number For further infor
15. wish all your calls to be diverted to your assistant or another colleague Turn on Follow Me 1 From the Quick Settings menu use the navigation keys P to to select O Divert To and then press accept 2 If you have entered your personal telephone numbers these options will be listed otherwise just Number will be displayed 3 Use the navigation keys y to select Mobile Home Spare numbers or Assistant to divert your calls to your mobile number home number spare numbers or to your assistant Y 4 Atick will be displayed beside the option selected Back 5 Use the navigation keys f to select Back and then press accept to return to the Divert menu Divert To Y 6 Divert To will be displayed with a tick Go to step 7 or Number 3 Use the navigation keys f to select Number and press accept 4 Enter the internal or external number you wish to forward your calls to you can correct any entry mistakes by using the backspace key Save Use the navigation keys to select Save and then press accept to save the number you have entered Number Y You will be returned to the list number options and Number will be displayed with a tick Back Use the navigation keys f to select Back and then press accept to return to the Divert menu Divert To Y 6 Divert To will be displayed with a tick Divert Mode 7 Use the navigation keys 4 to select Divert Mode and then press accept User Settings PCS 542 User Manual Version 3 3 0714 1 PCS
16. 3 3 0714 1 47 PCS 542 User Manual Voicemail for Departments Each Department on your telephone system can be configured to use the voicemail service provided by the maximiser system If voicemail has been enabled a call to a Department will automatically pass to voicemail after the time specified by the Department s configuration on the system Please refer to your System Administrator for further details Listen to a message for a Department Your user account can be configured so that voicemail messages received for a particular Department can be accessed via your Calls History please refer to your System Administrator for further details if not already available You can retrieve and handle the messages in the same way as your personal messages Please note that if you are able to access Department voicemail messages via your PCS 542 the answered and missed calls for the Department will also be displayed in your Calls History Please refer to pase 18 for further information on the Calls History Leave a message for a Department You will automatically transfer to a Department s voicemail after the time specified by the Department s configuration on the system However you can connect directly to a Department s voicemail using Dial Ahead as follows 1 Dial the Department s extension number on the keypad Voicemail 2 Use the navigation keys J f to select Voicemail and then press accept 3 Lift your handset if required a
17. 42 User Manual V3 3 Draft 8 PCS 542 User Manual Introduction About this manual This manual contains all that you need to know to operate your PCS 542 connected to a SpliceCom maximiser operating system 3 3 software This manual assumes that the PCS 542 telephone has been connected and configured by your System Administrator and is ready for use If this is not the case please refer to your System Administrator for further assistance How your PCS 542 will operate Your User Account You are a User of the SpliceCom maximiser telephone system and as such you have a User account on the system Your User name will be used to identify you as you make receive and transfer calls Each of your colleagues will also have a User account and will be identified in the same way by their User name A list of the Users of your telephone system can be viewed via the Directory as explained in the Contacts Directory section from page 26 As a User on the system you will be given an extension number eg 2021 and possibly a DDI number es 01632 563862 So that when a colleague rings your extension number or an external contact rings your DDI number these will be routed to your User account Your User account will store all of your User settings as described in the User Settings section from page 33 so that when you login to another handset as described in the Hot Desking Log In section from page 50 these settings will be available to you
18. DX 1 2 Delete 3 4 Yes 5 Press the Messages button Your Messages will be displayed Use the navigation f buttons to find the relevant message and then press accept to display the entry required Use the navigation y buttons to scroll through the options select delete by pressing accept You will be asked if you are sure that you wish to delete this call Press accept to select Yes If you select No you will be returned to the message details The message will be permanently deleted Ring back a caller After listening to a message you may wish to ring the caller back The number that they rang from will be displayed with the message details Please note that if the caller s number has been withheld this feature will not be available 1 lt Dial 3 Press the Messages button Your Messages will be displayed Use the navigation J 4 buttons to find the relevant message and then press accept Y to display the entry required Use the navigation y buttons to scroll through the options select dial by pressing accept Ring back the caller on an Alternative number If a caller that has left you a message is recognised by your telephone system further numbers stored for this contact may be available when viewing the message details and these numbers can be dialled DX 1 Choose 3 Voicemail Press the Messages button Your Messages will be displayed Use the navigation Y buttons to find the re
19. Settings PCS 542 User Manual Version 3 3 0714 1 PCS 542 User Manual Phone Info Your system administrator will require the set up information of the phone in order to upgrade and troubleshoot your handset if required This information can be accessed as follows Defaults 1 From the Settings menu use the navigation keys 4 to move to Phone Info and then press accepti to show the Phone Information x 2 Press settings again to return back to main menu The following information is displayed 2 3 4 Line 1 IP address and version of software your PCS 542 is running Line 2 Hardware address of the PCS 542 Line 3 address of the call server that the PCS 542 is connected and the IP address of your voicemail service Line 4 User s name and extension number x NOTE Pressing the Settings key at any time return s you to your home page User Settings PCS 542 User Manual Version 3 3 0714 1 36 PCS 542 User Manual Quick Settings Quick settings allows you to quickly select and change some of the more common user features supported Call Divert Follow Me The Follow Me facility allows you to configure your extension so that your calls follow you to an internal extension or to an external number so that when you are for example working at another desk working at home or using your mobile etc your calls will still reach you You could also use this feature when you are for example on holiday and
20. System Administrator can confisure this facility for you if not already available If a call was received by a Department this will be displayed on the second line of the call details This facility will also give you access to voicemail messages for the Department please refer to the Voicemail section from page 42 for further information For further information on using Calls History please refer to page 21 Departments PCS 542 User Manual Version 3 3 0714 1 32 PCS 542 User Manual Settings The PCS 542 gives you the ability to configure the phones features These features can be configured via the Settings menu which can be accessed as follows Press the Setttings key Note Pressing the Settings key again returns you to you x home page You will be presented with the following options user the navigation keys to move around the menu items and accept to select an option Logout This allows you to logout from the phone and allows other users to login to your phone as themselves Hot Desking Please refer to your system administrator for further details NOTE Please see page 54 if your phone has been setup to use SSL t Contrast This allows you to change the contrast of the phones display by using the navigation keys Press settings again to return to main menu once you have adjusted your scene contrast Defaults Selecting defaults gives you a further 5 options 1 Overlap Dial By default when you lif
21. abled on your telephone system Please refer to your System Administrator for further information Create a conference call 1 Make a call to the first number required internal or external A 2 Once the call has been answered place the call on hold by pressing the Recall button 3 Make a call to the second number required internal or external ES 4 Once the call has been answered press the Conference button 5 Once the conference has been established the conference Icon will be rr displayed on the PCS 542 display Cancel a conference call You may wish to cancel the conference and return to a 2 way conversation with your calls as follows aD CD 1 Press the Conference button 2 The call you are currently connected to will be displayed in the Call Status oD Use the Switch key to toggle between the two calls The call you are currently FEN connected to will be displayed in Call Status Each call can be transferred or ended in the normal way GD CD You can return to a conference with your two calls at any time by pressing the Conference key If one of the conference members ends their call you will return to a 2 way conversation with the other member of the conference If you end the call i e replace your handset you will end the conference and all calls will be disconnected End a conference call GS Replace your handset or press the Speaker button to end the conference All WY lt calls will be cleared Please note
22. accept Play 4 Press accept to Play the message Your caller will be put on hold and the message will be played Stop 5 Press accept to Stop playing the message and to return to your call or A Press the Recall button to return to your call Call Centre Working PCS 542 User Manual Version 3 3 0714 1 45 PCS 542 User Manual Leave a message for a colleague If your colleague has voicemail enabled you will be automatically transferred to your colleague s voicemail if they are busy or do not answer their phone The following methods can also be used Leave a message for a colleague using Dial Ahead You can connect directly to a colleague s voicemail as follows 1 Dial your colleague s extension number on the keypad Voicemail 2 Use the navigation buttons to select voicemail and then press accept 3 Lift your handset if required and leave a message when requested If you start to call your colleague and then decide to leave them a message instead Use the navigation Y f buttons to select voicemail and then press accept in Call Status Leave a message for a colleague using the Contacts directory You may wish to leave a message for colleague but do not know their extension number You can search for your colleague via the Contacts directory For further information on using the Contact directory please refer to page 26 1 Press the Directory button to access the Contacts directory 2 Use the Search facilit
23. acility is used when you wish to make a new call when transferring a call or creating a conference call for example ft 1 Press the Recall button 2 External callers will be played music on hold if configured Please refer to your System Administrator for further details Go 3 Toretrieve the call press the Recall button Basic Call Handling PCS 542 User Manual Version 3 3 0714 1 PCS 542 User Manual Transferring a call Announced Transfer A 1 Place the call on hold by pressing the Recall button 2 Enter the number to be dialled internal or external number If for example you enter the wrong number and wish to return to the caller either press the Recall button or use the navigation keys f to Hang Up 3 Wait for the call to be answered and announce the caller 4 To transfer the call replace your handset or press the Speaker button if using hands free You will no longer have control of the call Alternatively 4 To clear the call that you are currently connected to and return to the original call press the Recall button or wait for the other end to hang up Please note that you will only lose the caller if you or the caller hang up Use the Recall button to return to the caller Alternatively 4 To return to the original call and place the second call on hold press the Switch key GP 5 Use the Switch key to toggle between the two calls 6 Finally to connect the two calls regardless of which call y
24. ad displaying the letter you need A 4 The first letter on this key will be entered in the search box C 5 Continue to press the key until the letter required has been entered 6 The directory entries commencing with this letter will be displayed CRY 7 Further letters can be entered to reduce the search Departments PCS 542 User Manual Version 3 3 0714 1 30 PCS 542 User Manual Departments Departments are a feature of the maximiser system that allows calls to be routed efficiently to a group of Users by dialling one number either internally or externally Working as a member of a Department Due to your role in your company you may have been placed in a Group on the maximiser system For example if you are part of a Sales team you may be placed in a Sales Group or part of a Reception team or part of a Support team you may have been placed in a Group The purpose of creating Groups on your system is to ensure the efficient handling of incoming calls For example you may wish to ensure all incoming calls to Reception are shared among several colleagues to guarantee the calls are answered quickly or you may wish to ensure that support calls are shared equally among the Support team A Department determines the routing of a call to a Group and your System Administrator will inform you if you will be receiving Department calls and how that Department is configured Receiving a Department call When you receive a call for a De
25. all or transfer a call to an external contact such as a customer supplier partner etc entered on the database If you do not wish the directory to display external contacts stored on the database please refer to the Directory Filters section from page 35 The directory will also enable you to call or transfer a call to an internal Department where the call can be answered by any one of a group of people such as Sales Support Accounts etc For further information on Departments please refer to page 31 If you do not wish the directory to display Departments please refer to the Directory Filters section from page 35 The directory will display your speed dials once created enabling you to call or transfer calls to regularly used numbers If you do not wish the directory to display your speed dials please refer to the Directory Filters section from page 35 Please note that if you create a Favourite speed dial for a number also stored on the database when a Call is received from this number the incoming CLI will be matched to the speed dial in preference to the database entry This means that the speed dial name will be displayed in Call Status instead of the name stored in the database View the Directory 1 Press the Directory button to access the directory 2 You will be presented with a Search facility to assist you in quickly finding the contact you require 3 Press the key on the keypad displaying the letter you need 4
26. already been configured for you Please refer to your System Administrator for further details Introduction PCS 542 User Manual Version 3 3 0714 1 PCS 542 User Manual Home Page The default display on your telephone when idle will display your extension number User Name Company Name and the current date and time Screen Saver Mode Your PCS 542 may be configured so that the display will dim after your phone has been idle for a certain amount of time If this feature has been configured on your phone as soon as you use your PCS 542 again the display will return to full brightness Your PCS 542 may also be configured so that a screen saver blank screen will appear either at a set time usually during the night or when your phone has been idle for a certain amount of time If this feature has been configured on your phone as soon as you use your PCS 542 again the display will return to normal Please refer to your System Administrator for further information Introduction PCS 542 User Manual Version 3 3 0714 1 PCS 542 User Manual Control Buttons The PCS 542 has many built features that can be accessed via either a single key press or via the Quick settings or Settings functions Display Ringing and Missed x Phone Menu Navigation call indicator Settings F 4 Buttons Select V Key Alpha Numeric splicecbm gt Keypad GE Message Waiting amp DND Indicator SL Do Not Disturb X 6 Q
27. and your calls will be routed to whichever phone you are logged on to Logging On In most implementations the PCS 542 will be your permanent desktop phone and as such it will have been automatically allocated to you by your System Administrator therefore there will be no need for you to log in or log out However if you are a Hot Desk User in other words a User who has been siven the ability to log in to any phone on the system because for example you need to move around the building or you are rarely in the office and do not need a permanent telephone please refer to the Hot Desking Log In section from page 50 for further information Hands free Operation Hands free operation of the PCS 542 enables you to have a telephone conversation via the phone s speakers This is done by pressing the Speaker button rather than lifting the handset You can switch between hands free and handset during a call as described in the Switch to Hands Free section from page 19 If you connect a headset to the headset port on the PCS 542 your hands free conversation will be via the headset and not through the phone s speaker You can configure your phone so that the ringing tone will only be heard via your headset please refer to the Headset Ringing section from page 33 for further details Your phone can be configured so that your calls can only be handled hands free when using a headset in most cases and the handset will become inoperable This may have
28. bled on your handset Dial Ahead will be the only method of making a call Please refer to the Overlap Dial section from page 33 for further details Mute a call The Mute facility will allow you to prevent a caller from hearing for example your conversation with another colleague You will be able to hear the caller but they will not be able to hear you K 1 Press the Mute button to mute your call T 2 The Muted symbol will appear within Call Status 3 Press the Mute button again to turn this feature off Pause a Call You may wish to Pause a call when you need to look up information for the caller for example The caller will be placed on hold and played the hold music if configured However dial tone is not given which is useful when you are using a headset for example as no sound is heard Please note that this feature cannot be used to make a new call when transferring a call or creating a conference for example Pause 1 Press the Pause button on the direct access panel T 2 The pause icon will displayed to indicate that the call is Paused 3 External callers will be played music on hold if configured Please refer to your System Administrator for further details To retrieve the call press the pause key on the direct access panel and the icon will disappear Place a call on hold When you put a call on hold the caller is played music on hold if configured and you will be given the dial tone This f
29. cked up via a short code This is useful if you wish to pick up a call parked in a slot not displayed on your PCS 542 Colleagues who are using an analogue handset may also need to use a short code to pick up a call Please refer to your System Administrator for the relevant short code If a parked call is not picked up within 5 minutes the default Park Timeout the call will be represented back to you and can be answered in the normal way If the Companies feature is being used on your telephone system and you are unable to pick up a call parked by a colleague you may be operating within a different Company to your colleague Please refer to your System Administrator for further details you belong to a Company this Company may be configured with a different Park Timeout to the default 5 minutes described above Please refer to your System Administrator for further details By default your User account will give you access to Park slots 1 2 3 and 4 However if you wish to access alternative Park slots in order to create either group or private park slots or you wish to remove them altogether please refer to your System Administrator for further assistance Basic Call Handling PCS 542 User Manual Version 3 3 0714 1 PCS 542 User Manual Conference Call The conferencing facility allows you to create a 3 way conversation between yourself and two internal and or external calls Please note that this feature must be en
30. ct Choose The number received with the call or the number you dialled is displayed at the top of the list The extension number of the relevant User or the number stored in the Contact s Telephone Number field is displayed in the second line If there is a number stored in the User s or Contact s Home Telephone Number field this will be display against the house symbol ff If there is a number stored in the User s or Contact s Mobile Telephone Number field this will be displayed against the mobile phone symbol E If there are numbers stored in the User s or Contact s Spare 1 or Spare 2 Telephone Number fields these will be displayed in the next two lines against the telephone handset symbol use the navigation keys to display these if present Alternatively Back Select Back to return to the call details Calls History PCS 542 User Manual Version 3 3 0714 1 24 PCS 542 User Manual Delete a call There is no limit placed on the number of completed calls that are listed whilst the last 10 missed calls are also recorded with the oldest entry being deleted once this number has been exceeded You can also manually delete an entry if required A i Press the History button 2 From the Calls History use the navigation keys to select the incoming call required Delete 3 Press accept to Delete 4 You will be asked if you are sure that you wish to delete this call Yes 5 Use the navigation keys to sel
31. e your handset or press the Speaker button You will no longer have control of the call Please note that this facility will only be available if voicemail has been enabled for relevant Department Transfer a call to a Department s voicemail using the Contacts directory You may wish to transfer a call directly to a Department s voicemail which can be achieved via the Contacts directory For further information on using the Contact directory please refer to page 26 A 1 Place the call on hold by pressing the Recall button N Press the Directory button 3 Use the Search facility to find the colleague required 4 Use the navigation keys J f to select the Department followed by accept Voicemail 5 Use the navigation keys 1 to select Voicemail followed by accept You will no longer have control of the call Please note that this facility will only be available if voicemail has been enabled for relevant Department For further information on transferring a call please refer to page 14 Call Centre Working PCS 542 User Manual Version 3 3 0714 1 49 PCS 542 User Manual Call Centre Working The PCS 542 in a call centre environment The PCS 542 is designed as a low cost phone and as such some of the features available on other PCS phones are not available See call centre feature comparison chart on page 51 However if the PCS 542 is partnered the following call centre functionality is available via Navigate Please see the Na
32. ect Yes If you select No you will be returned to the call details The call will be removed from the Calls History The next call in your list will be displayed Calls History PCS 542 User Manual Version 3 3 0714 1 PCS 542 User Manual Contacts Directory Provided with the maximiser system is the ability to set up a database of contact information that can be accessed via your PCS 542 Your System Administrator is responsible for the maintenance of this database and will be able to assist you with your queries The purpose of this database is to provide you with a directory of telephone numbers to enable you to make calls quickly and easily and to match incoming telephone numbers so that you can identify callers and handle the calls in the appropriate manner The directory on your PCS 542 uses this database to enable to you quickly and easily call a colleague an external customer or supplier for example and an internal department The directory enables you to call or transfer a call to a colleague without having to remember their extension number Each of your colleagues will have a User account on the telephone system and the directory will list your colleagues by that User name making it easier for you to phone either their extension number mobile or home number If you do not wish the directory to display the Users of your telephone system please refer to the Directory Filters section from page 39 The directory enables you to c
33. een full colour LCD touch display to provide context sensitive displays information amp web based content The IP 530 is SpliceCom s entry level IP Phone designed to work with maximiser to address everyday business telephony needs The PCS 520 is a analogue display phone with pre configured system access keys desktop paging and combined Do No Disturb Message Waiting LED with the entry level PCS 505 completing the range Navigate is the latest PC software development by SpliceCom delivering powerful personal call management features via your Windows PC for users of SpliceCom s broad range of PCS IP Phones or existing 3rd party analogue telephones Providing point and click access to both commonly used and advanced Maximiser OS telephony features Navigate provides a single intuitive interface to manage business communications for all employees across a business irrespective of their role Available as standard for every SpliceCom user Navigate delivers ALL of the benefits associated with SpliceCom s top of the range IP Phones Calls can be dialled as normal from the IP or analogue phone s keypad or alternatively via your Windows PC with the same choice being available for call handling answer hold transfer park pick up conference etc as well Introduction PCS 542 User Manual Version 3 3 0714 1 PCS 542 User Manual Basic Call Handling Making a Call O 1 Lift the handset or press the Speaker button You will hear
34. er information please refer to the Hands free Operation section from page 1 Changing the volume You can change the ringing volume and conversation volume at any time during or before a call Changing the Volume before a call Hands free volume O 1 Press the Speaker button 2 Press the Volume Up or Down buttons as required y Press the Speaker button when finished Handset volume 1 Lift your handset N Press the Volume Up or Down buttons as required 3 Replace the handset when finished Changing the Ringing Volume While an incoming call is ringing press the Volume Up or Down buttons as all lh required The ringing volume will increase or decrease Basic Call Handling PCS 542 User Manual Version 3 3 0714 1 PCS 542 User Manual Changing the Volume during a call Hands free volume If you have answered the call using the Speaker button Press the Volume Up or Down buttons as required The hands free volume will all ln increase or decrease appropriately Handset volume If you have answered the call using the handset Press the Volume Up or Down buttons as required The volume of your handset all lin will increase or decrease appropriately Basic Call Handling PCS 542 User Manual Version 3 3 0714 1 PCS 542 User Manual Calls History The History button allows you to view and manage a historical list of your outgoing and incoming calls internal amp external
35. g you to pick up a parked call see the Parking a call section from page 15 for further details Replace your handset if this is not required Basic Call Handling PCS 542 User Manual Version 3 3 0714 1 PCS 542 User Manual Dial Ahead The Dial Ahead facility allows you to enter a number on the keypad first before actually dialling the number This means you can check you have entered the correct number which is useful when dialling long international numbers for example Dial Ahead will also enable you to check the availability of a colleague before making the call Entering an internal extension number If you enter an internal extension number on the keypad Dial Ahead will check the status of your colleague s extension as follows The busy symbol will be displayed if the extension is busy otherwise your x colleague s extension is free The DND symbol will be displayed if the extension has Do Not Disturb set and is o permanently busy A The Bell symbol will be displayed if the extension is ringing You can then choose whether to dial the number leave a voicemail message if configured enter another number or ring back another time using the following options m Press backspace key on the direct access panel to edit the number entered on the keypad Voicemail Use the navigation keys to select Voicemail to connect directly to your colleague s voicemail Please note that this option will not be available if voicemail ha
36. icemails Entries are listed in date and time order with the newest at the top There is no limit to the number of voicemails that can be listed Use the navigation keys J f to select a voicemail to listen to and then press accept The details of the message will be displayed giving e Time and date of the call e The caller s name if recognised by the system e The number received with the call if presented e The recipient of the call which in most cases will be your User name However if you are handling calls for a Department or another colleague these names will be displayed here so that you can distinguish these from your own messages Voicemail PCS 542 User Manual Version 3 3 0714 1 42 PCS 542 User Manual NOTE If your voicemail has been secured you may be requested to enter your Voicemail Access Code followed by hash then the message will be played Please refer to your System Administrator for further details Press accept to play the message Press accept to Stop playing the message and to return to the message details Whilst the message is being played the following options are available by pressing the appropriate key on the numeric keypad 1 2 3 Play help A Y Play previous Forward this Play next message lt lt message message gt gt 9 a umber es abone st message seconds lt ni 0 Configuration Return this options call The message will now be displayed w
37. ie SplicecomS PCS 542 User Manual Version 3 3 0714 1 Version 3 3 0714 1 PCS 542 User Manual Document No 2 0 Version 3 3 0714 1 Copyright SpliceCom Ltd SpliceCom Ltd The Hall Business Centre Berry Lane Chorleywood Herts WD3 5EX Tel 01923 287700 Website www splicecom com PCS 542 User Manual Contents nicole eto o ROL PETE POE te or ee nee Pere a nee ee 1 Aboutihis imanualeistat ii e 1 How your PCS 542 Will Operale oo cece ce cecceececceseceeceseeeeceecesveeceecessesecesssssecessesesecessesevsesertesevseserseseveeserseseseeees 1 Feature Hol rara iaa 7 MIER yee et ge OE ee Geter 9 Basic EalBHandlMO acs roscado len erotico te in etilo A ions ae eee 10 Making a Call nana nana 10 ARETON A E A 10 ANSWera r Perera eat eee Te eee 11 DA AMC ACs e Eas 12 Mute a etter tee ea ocr eet er oe a et epee ee ee ee 13 A O 13 Place a Call ON TONG ms it a 13 EESIN KES E E cesos a aoe ee tee sect salad 14 Rain acallar ii iia 15 CA oo ceeeceeecccsececcesescescscscescscscsceecscescscesecseseesecsesevsvsevsvscsssceucscsscscsesscsssessseesscassevsvscavsceassessnecaseseaseees 17 CAM WV AIA Oso dao odia call EE 18 Switch to HANS Free oo eee cecceceecescescescescesesscsseacescesteccascesessessesvseessasssessesesssssestrateataetesessessestessersssesnsseseeseeses 19 Changin Me VOM nace cs tes re hac oa sv cee hoes nee eed REA 19 GANS TAS OMY ta ido te dotan este 21 View the contents of your Calls HIStory
38. ily dial and transfer calls to your colleagues extension numbers mobile numbers etc and you will be able to see at a glance if their extension is busy or not Departments filter this option will enable or disable the display of the Departments set up on your telephone system If enabled you will be able quickly dial or transfer calls to a group of Users for example Support Sales etc Contacts filter this option will enable or disable the display of the external contacts created on your telephone system If enabled you will be able to easily dial or transfer calls to external telephone numbers Favourites filter this option will enable or disable the display of your speed dials within the Contacts Directory If you prefer to access your speed dials via your Favourites page and Call Status only disable this option User Settings PCS 542 User Manual Version 3 3 0714 1 34 PCS 542 User Manual Companies filter when the Contacts filter is turned on all contacts matching the letters entered in the search facility will be displayed The Companies filter option will determine whether to include entries where the company name also matches the letters entered If you would prefer to display entries where only the name matches the letters entered disable this feature These features can be enabled or disabled as follows Defaults 1 From the Settings menu select Defaults by using the navigation keys and pressing accept Direc
39. ion number and Your User name or the name of the colleague who has diverted their calls to you or the name of the Department called Outgoing External Call You will see the Time and date of the call the name of the contact If the number you dialled is recognised by the system The number you dialled and your user name Calls History PCS 542 User Manual Version 3 3 0714 1 PCS 542 User Manual Outgoing internal call You will see the Time and date of the call the name of the college that you called the number that you dialled and your user name By using the navigation keys f You will also be given the following options Delete Use this option to remove the selected record You will be asked if you are sure you want to delete the message Use the navigation keys to select Yes or No followed by accept Choose If the call is from or to an internal extension number or an external number stored in the central Contacts database this option will enable you to ring back the caller on an alternative number such as their mobile number Dial Press accept f to Dial to ring back or redial the number displayed Back Select Back to return to Calls History or you can press the history button Missed Calls An incoming call received by your phone that is not answered either by yourself or by voicemail will be registered as a missed call in your Calls History D gt The Missed Call symbol will appear within the defa
40. ith an open envelope symbol as this is now an old message and will be deleted after 7 days unless manually saved If you wish to listen to another message use the navigation Y keys to select the message required Press the Message button lt jto return to your home page Due to your role in your company you may also be required to handle voicemail messages for a colleague such as your manager Your System Administrator can set this up for you if not already available Your colleague s name will be displayed instead of your own with each message so that you distinguish between your messages and your colleague s You may also be required to handle messages for a Department Please refer to the Voicemail for Departments section from page 47 for further details Message Handling When a message is selected the following options are available Delete Delete the message permanently Choose Ring back the caller on an alternative number to the number received with the call This option will display the list of numbers stored for this caller if recognised by the system Choose the number to dial by selecting the relevant context sensitive key Dial Ring back the caller on the number displayed Please note that if a number was not presented with the call this feature will not be available Back Return to Calls History Call Centre Working PCS 542 User Manual Version 3 3 0714 1 43 PCS 542 User Manual Delete a message
41. l calls received can be put on hold and the call remains in your control However another way to place a call on hold is to park the call into a system area that allows your colleagues to easily pick up the call when they are ready and in the meantime you are able to continue with other calls Favourites The PCS 542 is unable to display favourites however to use this facility you can useNavigate Please see your system administrator for further details Call Recording Your PCS 542 gives you the ability to manually instigate personal call recording allowing you to record your calls as and when required Each call recording can be saved as a voicemail message and therefore easily accessed or saved in a centralised file Please note that feature is controlled by your system administrator please contact your system administrator for further details Voicemail The SpliceCom maximiser system provides standard voicemail functionality allowing your callers to leave a message and your PCS 542 allows you to easily manage these messages Please note that this feature is controlled by your system administrator please contact your system administrator for further details Introduction PCS 542 User Manual Version 3 3 0714 1 PCS 542 User Manual Viewing Notes during a call During the process of a call you can view notes related to that call or to the contact the call was made to or received from The note might have been added when the call was
42. l oo e e eee eceeececcecesesccescecescecsececescecesceresceceseecsceacscscscscseercstessateeeatesesees 46 Transfer a call to a colleague s voicemail using the Contacts directory oo ceeecccceeceseeceseeseseeseseeseseeeeseseesens 47 RECO a Call RESONAN e aaa dete 47 Record a CalMiDE AMD di dada enanas 47 Voicemail for Departments ancianas 48 Leave a message for a Department ccoo enano conan nana nana 48 Leave a message for a Department using the Contacts directory ocococcncncoinnococnnoconocccconcoconononocanncn na cancncnns 48 Transfer a call to a Department s voicemail oo cece ec eecesceseeccesesevecescsvescesvecescesvessessesvesesseseesseevetesevsseseeseeseese 49 Transfer a call to a Department s voicemail using the Contacts directory vo eeeeccecececescesesceseseeseseteseeeesesees 49 ANISM WOOD ancora etc 50 The PCS 542 in a call centre ENVIFONMENL uo cee ee cccec cece ces ceseceeasusvesueeasusea sues assssasuesatesatetesseseesesesiteteatseesees 50 Call Cemre Feature comparison hait eessen ornon n a e E e EEE A EEE O ara 51 PGS 542 AMI MN E RAEE E AER EE RR e A ERA aia ad 52 Hot Desking Log Miss eed eae ae ese Ae ei Ste es ee Se es 52 Partnering your PCS 542 with your PC or laptop o oo eee cee ccceccescesceceeccscescescescesessvsceasessesessssessessestneeesesteates 53 USING SSL ON your PCS542 ooo ooo eeccecec cece cceescesseesecesesseesevssenstessesusssssesenssesseessesssessssseiesesseesstesseeeeseesentesesneseseeen 54 Contents PCS 5
43. lace the call on hold by pressing the Recall button Press the Directory button to access the directory Use the Search facility to find the contact required Use the navigation keys JH to select the contact you wish to call and then press accept f The list of numbers stored for this contact will be displayed Use the navigation keys f to select the contact you wish to call and then press accept The call will be made automatically Wait for the call to be answered and announce the call Transfer the call by replacing your handset or by pressing the Speaker button You will no longer have control of the call If at any time during this process you wish to return to your original caller press the Recall button Contacts Directory PCS 542 User Manual Version 3 3 0714 1 PCS 542 User Manual Alternatively this method will allow you to continue talking to the caller while searching the directory for the contact you require 1 2 3 NZ Press the Directory button to access the directory Use the Search facility to find the contact required Use the navigation keys Y Y to select the contact you wish to call and then press accept f The list of numbers stored for this contact will be displayed Use the navigation keys Y to select the contact you wish to call and then press accept f Your original call will be put on hold and the new call will be made Wait for the call to be answered and announce the call
44. levant message and then press accept y to display the entry required Use the navigation Y buttons to scroll through the options select choose by pressing accept The list of numbers stored for this caller will be displayed as follows The number received with the call is displayed at the top of the list The extension number of the relevant User or the number stored in the Contact s Telephone Number field is displayed in the second line If there is a number stored in the User s or Contact s Home Telephone Number field this will be display against the house symbol If there is a number stored in the User s or Contact s Mobile Telephone Number field this will be displayed against the mobile phone symbol If there are numbers stored in the User s or Contact s Spare 1 or Spare 2 Telephone Number fields these will be displayed in the next two lines Use the navigation f buttons to scroll through the options select the number to dial by pressing accept PCS 542 User Manual Version 3 3 0714 1 44 PCS 542 User Manual Record a Greeting A default message will be played to your callers when they are transferred to your voicemail However you may wish to record your own personal message You can record two voicemail greetings Firstly you have a daily greeting that can be used to inform a caller of your whereabouts on a particular day for example You have reached Alice Barker s voicemail on Tuesday 4 July am currently
45. mation on using Account Codes on your telephone system please refer to your System Administrator Basic Call Handling PCS 542 User Manual Version 3 3 0714 1 10 PCS 542 User Manual Answer a Call On receiving a call your handset will ring and Call Status will display the details of the call Example Internal call Example External call First line The caller s name if recognised by the system or the caller s number Second line Who the call is for This will either be your name the name of the colleague who has diverted their calls to you or a Department name Third line Third line the duration of the call This information enables you to answer the call in the required manner GN O To answer the call lift your handset or press the Speaker button lt Reject If you do not wish to answer a call press the Accept key to Reject the call Reject a call The call will be passed to your Forward on Busy number if set or passed to voicemail if enabled or cancelled Please refer to your System Administrator for further information on your Forward on Busy number End a Call on Replace your handset or press the Speaker button YZ Please note The Speaker button will only end the call if used in hands free mode otherwise this button will switch from handset to hands free mode If a call is made or answered using the handset when the distant end clears the call Call Status will remain allowin
46. n Anywhere 2 Use the navigation keys J 4 to select Extn Anywhere and then press accepiw Use the navigation keys Y 4 to select None and then press accept this will turn this facility off O 4 Press the Quick settings key to return to your home page Do Not Disturb The Do Not Disturb facility allows you set your extension as permanently busy This useful if for example you are holding a meeting in your office and do not wish to be disturbed Turn on Do Not Disturb 1 Press the Do not disturb key When DND is enabled The Do Not Disturb symbol will be displayed within your home page The message LED will flash Your telephone handset will provide a broken dial tone to remind you that this feature has been enabled Your calls will be automatically passed to your Forward on Busy number if configured or to voicemail if enabled or the caller will receive the busy tone For further information on your Forward on Busy Number please refer to your System Administrator When a colleague uses the Dial Ahead facility on a PCS5xx handset to your extension the relevant DND symbol will be displayed to indicate that you have Do Not Disturb set Your entry in the Contacts Directory will display the DND symbol o to inform your colleagues that your extension has Do Not Disturb set Your colleagues who are using Navigate or a PCS 5xx handset will also be informed that you have Do Not Disturb set via their respective direct
47. nd leave a message when requested If you start to call a Department and then decide to leave a message instead use the navigation keys within Call Status to select voicemail and then press accept Please note that this facility will only be available if voicemail has been enabled for relevant Department Leave a message for a Department using the Contacts directory You may wish to leave a message for Department but do not know the extension number You can search for the Department via the Contacts directory For further information on using the Contact directory please refer to page 26 A 1 Place the call on hold by pressing the Recall button N Press the Directory button 3 Use the Search facility to find the colleague required 4 Use the navigation keys to select your colleague s name followed by accept Voicemail 5 Use the navigation keys f to select Voicemail followed by accept Y You will no longer have control of the call Please note that this facility will only be available if voicemail has been enabled for relevant Department Call Centre Working PCS 542 User Manual Version 3 3 0714 1 48 PCS 542 User Manual Transfer a call to a Department s voicemail A 1 Place the call on hold by pressing the Recall button 2 Dial the Department s extension number either via the keypad Leave Msg 3 Once the call has been connected press the navigation keys y 4 to select Voicemail and then press accept t 4 Replac
48. ndow that is codes codes each codes each each code has its scrollable code has its code has its own multifunction own own button multifunction multifunction button button agentlogin No Yes Yes Yes Yes supported as a favourite lossedindur No Yes Yes Yes Yes ation supported as a favourite Call Centre Working PCS 542 User Manual Version 3 3 0714 1 51 PCS 542 User Manual PCS 542 Administration Hot Desking Log In If you are a hot desking User in other words a User who has been given the ability to log in to any phone on the system because for example you need to move around the building or you are rarely in the office and do not need a permanent telephone you can log on to a PCS 542 The benefit of logging in as yourself rather than using someone else s phone is that all your User settings follow you This means that when you make a call the recipient will know the call is from you your calls will reach you were ever you are you will have access to your User configuration and can set features such as DND Follow Me etc all your Speed Dials will be accessible to you you will be informed when you receive a new voicemail message and you will be able to easily listen to these messages You will need to know your extension number and Login Access Code please refer to your System Administrator for these details Log On If a User is already logged on to the handset you wish to use perform the following steps X
49. ng a Status Message From the Quick Settings menu use the navigation keys Y 4 to select Status and then accept y Use the navigation keys to select an out of office status to select that status press accept selecting back or pressing the Quick status key again will take you back to the main menu and display your current status User Settings PCS 542 User Manual Version 3 3 0714 1 PCS 542 User Manual Make a call to a colleague with an Out of Office message When a call is made to a colleague who has an Out of Office message set this information will appear within the dial screen when using the Dial Ahead feature and while the call is ringing This feature will not change the manner in which your call is handled Turn off the Out of Office message 1 From the Quick Settings menu use the navigation keys J 4 to select Status In Office Y 2 Press accept Y to select In Office 3 Press the Quick settings key to return to your home page Extension Anywhere Extension Anywhere is a facility of the telephone system which enables you to receive and make calls from your home or mobile telephone for example as though you were in the office This means that your callers or recipients of your calls will be unaware that you are working at home for example You will not incur call charges and you will be able to handle calls as if you were in the office es transfer calls If you are interested in using this facility please refer to
50. ng recording will become a new voicemail message and can be accessed in the usual way Refer to page 47 for further details Tt 0 Backspace Pressing this key removes the last entered character from the screen Introduction PCS 542 User Manual Version 3 3 0714 1 PCS 542 User Manual Control Buttons Continued The PCS 542 has 8 grey Function buttons that allow you to perform in call actions such as hold conference and Divert and Status functions as well as directory searching amp J ds dh x of Handsfree The Speaker button will place your phone off hook and enable you to use hands free mode This also allows you to toggle between handset and headset mode Please refer to the Changing the volume section from page 16 for further details Mute The Mute button will enable you to turn on off the microphone so the calling party cannot hear you Please refer to the Mute a call section from page 13 for further details Directory The Contacts button is used to search for an entry on the system database and dial a number stored for the relevant contact Please refer to the Contacts Directory section from page 26 for further details Hold The Hold button is used place a call on hold Please refer to the Place a call on hold section from page 13 for further details Switch Switch allows you to toggle between the two calls The call you are currently connected to will be displayed in Call Status Each call can be tra
51. nsferred or ended in the normal way Conference This button allows you to create a 3 way conference please see xxx for further details Quick Settings This allows you quickly setup diverts Extn Anywhere and change your status for your user See page 37 for further information Do Not Disturbe This allows you to place yourself into DND so that you do not receive calls other than those setup in your DND exceptions Introduction PCS 542 User Manual Version 3 3 0714 1 PCS 542 User Manual Control Buttons Continued Under your PCS 542 s screen there are 4 buttons these are used to navigate select and change your phones settings S am X Menu Navigation Up Accept Select Menu Navigation Down Settings This enters into the PCS 542 s main settings and allows you to change defaults Contrast and shows the PCS 542 s setup information Move Up Allows you to navigate the screen in an upwards direction Move Down Allows you to navigate the screen in a downwards direction Select Accept This is the PCS 542 s enter key and allows you select or accept entries displayed on the screen Navigating the PC542 Menus Using the Navigation keys to move around the menus to make changes to the phones settings or to make selections whilst making or receiving call there could be times where more than one option is available To show this down arrow at the end of a highlighted line is displayed to inform you that there a
52. nt is using the default set up If this is not the case please refer to your system administrator for further details Parking a call P Pressing the Park key in the System Feature Keys area during a call displays the available park slots assigned to your user You can see if a park slot is being used by the park system being inverse and you will see the callers details against the park slot being used To park you call use the navigation keys Y to select the park slot you wish to use Press accept Y to use the selected park slot for your call The details of the caller will be displayed against the relevant Park slot Basic Call Handling PCS 542 User Manual Version 3 3 0714 1 PCS 542 User Manual Pick up a parked call P To pick up a call parked by another user press the Park key in the Special function keys area you will be presented with all the available park slots the callers details are displayed by each park slot Use the navigation keys Y f to select the required park slot and then press accept Y The call will then be presented to you Please note If you pick up a parked call while in the progress of another call this call will be automatically parked in the next available slot Calls can be parked via a short code This is useful if you wish to park a call into a park slot not displayed on your PCS 542 Please refer to your System Administrator for the relevant short code Calls can be pi
53. ories Turn off Do Not Disturb L 1 Press the Do not disturb key 2 The DND icon will disappear to indicate that this feature has been disabled When you lift he handset you will receive normal dial tone User Settings PCS 542 User Manual Version 3 3 0714 1 4 PCS 542 User Manual Voicemail The voicemail facility allows your callers to leave you a message if you are on the phone or do not answer a Call Your System Administrator can enable this facility for you if not already available Receiving a message If you are busy on a call or do not answer your phone the caller will be automatically passed to your voicemail and will be able to leave a message By default your extension will ring for 20 seconds before your extension is considered not answered Your System Administrator will be able to tell you if this default setting has been changed If a caller has left a message the New Message symbol will appear within the default home page and the Message LED on your handset will flash until you have listened to the message Divert an incoming call to voicemail Reject If you do not wish to answer a call press accept Y to reject the call The call will be passed to voicemail unless you have Forward on Busy set Please refer to your System Administrator for information on the Forward on Busy feature Listen to a message gt lt 1 Press the Messages button You will be presented with a list of your vo
54. ou are currently connected to replace your handset or press the Speaker button if using hands free Alternatively 4 6 To clear the call you are currently connected to and return to the other call press the a Recall button or wait for the other end to hang up Unannounced Transfer Blind Transfer Tt 1 Place the call on hold by pressing the Recall button a 2 Enter the number to be dialled internal or external number If for example you enter the wrong number and wish to return to the caller either press the Recall button or use the navigation keys Y f to select Hang Up 3 Once the ringing tone is heard replace your handset or press the Speaker button if using hands free You will no longer have control of the call Basic Call Handling PCS 542 User Manual Version 3 3 0714 1 PCS 542 User Manual Parking a call The Park facility allows you to put a call on hold in a system area so that the call can be picked up by another User on the system By default your User account will give you access to Park slots 1 2 3 and 4 If you park a call all users of a PCS 570 562 560 552 542 410 and 100 Navigate with access to the same park slot will see the call parked and can retrieve the call if required Colleagues with analogue handsets will be able to retrieve a parked call via a short code please refer to your system administrator for further details The following describes the Park facility assuming your User accou
55. partment instead of your details being displayed Call Status will display the Department name This allows you to determine before answering the call whether you are receiving a personal or Department call and allows you to answer the call in the correct manner Personal Call Department Call Wrap Up Time If a Wrap Up Time has been configured for the Department at the end of the call the Wrap Up screen will be displayed and you will not receive another call until this time has elapsed This will sive you time for any administrative tasks such as updating a database etc The amount of wrap up time remaining is displayed in the middle of the wrap up screen You can override this Wrap Up Time by selecting the context sensitive key beside Wrap Up or by placing your phone off hook and then on hook If you need more time you can select the context sensitive button beside DND to turn on Do Not Disturb To turn this off when you are finished please refer to the Do Not Disturb section from pase 41 If you are an Agent within a Vision Call Centre the Wrap Up screen will not display Completion Codes as these will appear on Navigate for you to select Please refer to your System Administrator for further details Departments PCS 542 User Manual Version 3 3 0714 1 31 PCS 542 User Manual Make a call to a Department You may wish to ring a Department in order to talk to an available member of the Personnel department for exam
56. ple rather than ringing one specific member of that department only to find they are not available and then having to ring another extension etc If you know the extension number of the Department required you can dial this number in the normal way Alternatively you can use the Contacts directory to call the Department as follows B8 1 Press the Directory button to access the directory 2 Use the Search facility to find the Department required 3 Use the navigation keys J 4 to select the Department you wish to call and then press accept 4 A call to the Department will be made automatically Transfer a call to a Department A 1 Place the call on hold by press the hold button N Press the directory button to access the directory 3 Use the Search facility to find the Department required 4 Use the navigation keys to select the Department you wish to call and then press accept 5 Press accept to call the extension number displayed 6 Wait for the call to be answered and announce the call Transfer the call by replacing your handset or by pressing the Speaker button You will no longer have control of the call If at any time during this process you wish to return to your original caller press the Recall button 4 For further information please refer to the Transfer a call section from page 11 Calls History Your Calls History can also display the incoming answered and missed calls received for a Department Your
57. re more options available to choose from If you see an arrow at the end of a line this means that extra options are available use the navigate keys to see the extra options Available Introduction PCS 542 User Manual Version 3 3 0714 1 PCS 542 User Manual Your phone off hook When your phone is off hook i e when you lift the handset or press the Speaker button the screen will display Hang Up pressing accept will enable you to cancel a call you are starting to make If your phone is off hook because you have lifted your handset If your phone is off hook because you have pressed the Speaker button or are using hands free when you press this key your home page will be displayed Feature Highlights Access to the System Database Your PCS 542 gives you access to a database of information stored on your maximiser system that provides directories of telephone numbers internal and external to help you to quickly and easily make and transfer calls Dial Ahead The Dial Ahead facility allows you to enter a number on the keypad before actually dialling the number This is useful if you have for example a long international number to enter If you enter an internal number Dial Ahead will check the status of the colleague s extension whether the User is free busy ringing or has do not disturb set You can then choose to ring your colleague leave a voicemail message if enabled or ring back later Parking a Call Al
58. s Centre Berry Lane Chorleywood Hertfordshire WD3 5EX Tel 01923 287700 Fax 01923 287722 Email info splicecom com Website www splicecom com
59. s not been enabled for your colleague Please refer to the Voicemail section from page 45 for further information Dial Press the accept key to ring your colleague s extension or lift your handset or press the Speaker button The call will be automatically made Hang up Use the Navigation keys to select Hang Up to cancel the Dial Ahead Choose Use the Navigation keys to select Choose to display the list of numbers stored for this user and dial your colleague s mobile number for example Entering an external number If you enter an external number on the keypad the following options are then available 4 Press backspace key on the direct access panel to edit the number entered on the keypad Hang up Use the Navigation keys to select Hang Up to cancel the Dial Ahead Dial Press the accept key to ring your colleague s extension or lift your handset or press the Speaker button The call will be automatically made If you enter an external number that is recognised by the system in other words stored on the telephone system s Contacts database the contact s name will be displayed and the following additional option will be available Choose Use the Navigation keys to select Choose to display the list of numbers stored for this user and dial your colleague s mobile number for example Basic Call Handling PCS 542 User Manual Version 3 3 0714 1 PCS 542 User Manual Please note that if the Overlap Dial feature has been disa
60. s of your current call displayed Press the Switch key to view the details of the new caller Your original call will be put on hold Press the Recall button to answer the call To return to the original call and place the second call on hold Use Switch to toggle between the two calls To clear the call that you are currently connected to and return to the original call press the Recall button or wait for the other end to hang up Basic Call Handling PCS 542 User Manual Version 3 3 0714 1 PCS 542 User Manual Alternatively 1 If you do not wish to answer use the navigation keys to select Reject The call will It be passed to your Forward on Busy number if set or passed to voicemail if enabled or cancelled Please refer to your System Administrator for further information on your Forward on Busy number Please note that if you replace your handset while both calls are active you will connect the two calls together Switch to Hands Free You may wish to switch between hands free and handset operation without interrupting the call TA From handset to hands free press the Speaker button and replace the handset O From hands free to handset lift the handset Please note Ifyou press the Speaker button while using hands free you will end the call If your PCS 542 is configured so that your calls can only be handled hands free when using a headset in most cases this feature is not available For furth
61. secvecessesvessesvesvesessestersesvetereveversesvereeses 32 GANS FIST Y eset 35 dioses 32 SETHI GS ooo eee ee cece cece cceescesseeseceses sees evssensseesecusssssssesssesssensecusssssesesssesssssecsssssssssassesteesseesseeesseeaseesseetstessessseessees 33 A A A ae eieate cae teaes 37 Call Diver EollOW Messi ti ae etc edocs 37 STATUS MESSAGE ui da ii it td ios 39 AE O es date ove aera di AEREE 40 DORNOJN DICILO L O AOO 4 e a TORN Cn OE 42 Receiving a MESSAGE raren a a E A aa 42 kisten TO AMESSAGE dida N 42 MESSAGE ANGLING E E rd 43 Contents PCS 542 User Manual PCS 542 User Manual Delete a message nenas 44 Nigris lA A ee 44 Ring back the caller on an Alternative NUMDET o oo eee cece ccc cecceceescscescesceseesceceusessessesseacssesavstessesseseeeesetesees 44 RECOIL te GCC 1 Ocean ss pects cee ce es A eee a escent eps secs en eee 45 Listen to a message while ON a Call cece eee cece ceceecescesceseesesccetesseseessescascscscessesessessesecssesseseessssessnsecstneeeseeseetes 45 Leave a message for a colleague oe ceee eeeeccesecceseseecesescecescecscscescssescecsscacesessscecscsecscescseecscscsesscecsutscessatetesseseaees 46 Leave a message for a colleague using Dial Ahead ooo ec eececceeecesescsescececeececescecescscescscscecescesessatessetesesteseaees 46 Leave a message for a colleague using the Contacts directory oo eee cee cccececceccscecescecescscescseescesesceseseesesesteseeees 46 Transfer a call to a colleague s voicemai
62. t your handset or press the Speaker button and start to dial a number the telephone system will start to process this number and send the number to your service provider such as BT for example This is the normal operation of a telephone However this method is different to using a phone such as a mobile where we enter the number in first and then press the Call button On a PCS 542 you can decide which method you prefer you can either go off hook and start to dial or you can use the Dial Ahead facility as described from page 12 If you wish to always use the Dial Ahead facility when making a call you can turn off a feature called Overlap Dial as follows Turn off Overlap dial Defaults 1 From the Settings menu select Defaults by using the navigation keys Y 4 and pressing accept Y Overlap Dial 2 Use the navigation f keys to select Overlap Dial and then press the accept key i Ww The tick will disappear to indicate that this feature has been disabled xX 4 Press the settings key sensitive key to return to the Settings menu User Settings PCS 542 User Manual Version 3 3 0714 1 PCS 542 User Manual Note When this feature has been disabled some of the methods of making a call described in this manual will be different to the operation of your handset you will need to select the context sensitive key beside Dial to dial the number entered Turn on Overlap Dial Defaults 1 From the Settings menu select Defaults by using the naviga
63. tdesk logon See page 52 Enter your extension number an asterisk and your Login Access Code eg 2040 1234 on the keypad Log On If a User is already logged on to the handset you wish to use perform the following steps x 1 2 Login NN DD wo A Press the settings button Press accept to Logout Enter your extension number an asterisk and your Login Access Code eg 2040 1234 on the keypad Use the navigation keys J to select Login Press accept to Login Wait for the PCS 542 to communicate with the SSL Gateway When the log in is complete your home page will appear If this is the default page your User Name and extension number will be displayed If select Settings you will get the following screen SSL settings are protected against change and only your System Administrator is allowed to make any changes Use the navigation keys J 4 to select cancel to exit out of this screen Administration PCS 542 User Manual V3 3 Draft 8 PCS 542 User Manual Please note e If you wish to use this facility the SSL Gateway has to have been configured for use and your user must have been given the correct license Please check with your System Administrator if this facility is available e Navigate or PCS60 cannot be used to partner an SSL enabled PCS 542 at this time Administration PCS 542 User Manual V3 3 55 E 2 SpliceCom Defining next generation communication The Hall Farm Busines
64. tion keys Y 4 and pressing accept Overlap Dial 2 Use the navigation 4 keys to select Overlap Dial and then press the accept key 3 A tick will appear to indicate that this feature has been enabled X 4 Press the settings key to return to the Settings menu 2 Park and Dial This facility allows you to enable dial tone once a call has been parked so that you can make a follow on call by default this is disabled Defaults 1 From the Settings menu select Defaults by using the navigation keys Y 4 and pressing accept Park and Dial 2 Use the navigation J 4 keys to select Park and Dial and then press the accept key Y 3 A tick will appear to indicate that this feature has been enabled Y Note Pressing the accept key again will disable this feature 4 Press the settings key to return to the Settings menu 3 Keypad Mode The Keypad Mode option will enable or disable the one touch method of searching within the directory If disabled you will need to press a key on the keypad multiple times to enter the letter required in the search facility Please refer to the Alternative method to view the directory section from page 29 for further details 4 Directory Filters The functionality of the Contacts Directory as described from page 26 can be adapted to suit your use of your PCS 542 as follows Users filter this option will enable or disable the display of the Users of your telephone system If enabled you be able to eas
65. tory Filter 2 Use the navigation f keys to select Directory Filters and then press the accept key y 3 By default each option is enabled indicated by the tick If you wish to disable one of these use the navigation keys Y Y to select the relevant option and then press accept to remove the tick Note To enable this option again press accept again to display the tick x 4 Press the settings key to return to the Settings menu 5 Headset Ringing By default the ringing tone of the PCS 542 will be heard through the phone s speaker However if you are using a headset you may wish to hear the ringing though the headset instead and thereby not disturb your colleagues around you You can also change this setting so that the ring is heard through the speaker and your headset Defaults 1 Headset 2 Ringing 3 Y From the Settings menu select Defaults by using the navigation keys Y Y and pressing accept Use the navigation Y keys to select Headset Ringing and then press the accept key Use the Navigation keys Y ff and press accept f to select one of the following options Speaker the ringing tone will be heard via the phone s speaker only default Headset the ringing tone will be heard via the headset only Speaker amp Headset the ringing tone will be heard via the speaker and the headset A tick will be displayed beside the option selected Press the settings key to return to the Settings menu User
66. uick Settings Dip lel E Feature Keys A Handsfree Di Hold Switch CD Conf Mute irectory t GP a Conference amp Headset Z Search CD Transfer lt gt Call Key E Key Introduction PCS 542 User Manual Version 3 3 0714 1 PCS 542 User Manual Feature Keys The 10 Feature Keys on the right hand side of the allow you to quickly access some of the most common phone features via a single button press Pressing the button again returns you to the PCS 542 s home screen all Volume Up Control ln Volume Down Control Messages lt Pressing this shows you your voicemail messages pressing this again reverts you back to the home page A History Pressing this shows you your call history see page 21 for details on call history Call Park Pressing this displays the 4 configured park slots on your system these may not be available on your system Please see you system administrator for further details Record a daily greeting Pressing this allows you to record a daily greeting please refer to page 45 for further details Record a permanent Greeting Pressing this allows you to record a permanent greeting please refer to page 45 for further details Pause a Call You may wish to Pause a call when you need to look up information for the caller please refer to page 13 for further information Record a call During any call internal or external or conference call you can record the conversation The resulti
67. ult home page A Press the History button to view your missed call s When you return to the home page the Missed Call symbol 2 will no longer be displayed Redial a number You may wish to redial a number previous dialled this can be done by selecting the original call from your Calls History A 1 Press the History button 2 From the Calls History use the navigation keys P to select the outgoing call required Dial 3 Select Dial 4 The call will be made Calls History PCS 542 User Manual Version 3 3 0714 1 PCS 542 User Manual Ring back a caller You may wish to call the number received from a previous caller this can be done by selecting the call from your Calls History A 1 Press the History button 2 From the Calls History use the navigation keys f to select the incoming call required Dial 3 Select Dial 4 The call will be made Please note that if the caller s number has been withheld or not received by the system this facility will not be available Select an alternative number to dial If a call has been made to or received from a number recognised by the system ie a colleague s extension number or a number stored in the central Contacts database alternative numbers stored with the User account or Contact can be accessed via the call details A 1 Press the History button 2 From the Calls History use the navigation keys J to select the incoming call required Choose 3 Sele
68. vigate and Vision Call Centre users manuals for further details Available Call Centre features with Navigate e Inbound Completion codes e Outbound Completion codes e Not available codes Group membership selection e Agent status bar Call Centre Working PCS 542 User Manual V3 2 0312 1 50 PCS 542 User Manual Call Centre Feature comparison chart Feature PCS 542 PCS 552 PCS 562 PCS 572 Navigate as partner or Softphone Auto Answer Yes Yes Yes Yes Yes Same Yes Yes Yes Yes Yes information displayed far a Call Wrap up No Displays 7 Wrap Displays 7 Wrap Displays 14 Wrap Displayed in separate Codes up codes each up codes each up codes each window that is code has its code has its code has its own scrollable own own multifunction multifunction multifunction button button button Wrap up Time Yes Yes Yes Yes Displayed in same window as codes Ability to No Yes Yes Yes Yes through the login remove add window yourself to a group Ability to Set No No No No Yes though drop NA Codes down list Speed dial for No speed Yes Yes Yes Yes agent alert dials favorites shown DND Yes via Yes via second Yes via second Yes via second Yes via drop down list Selection feature level menu item level menu item level menu item in button in settings in settings settings Ability to Yes Yes Yes Yes No Pause a call Outbound No Displays 7 Displays 7 Displays 14 Displayed in separate completion Outbound Outbound Outbound codes wi
69. y to find the colleague required 3 Press accept next to your colleague s name 4 The list of numbers stored for this colleague will be displayed Voicemail 5 Use the navigation buttons J 4 to select Voicemail and you will be connected directly to your colleague s voicemail Leave a message when requested Transfer a call to a colleague s voicemail A 1 Place the call on hold by pressing the Recall button 2 Dial your colleague s extension number either via the keypad Leave Msg 3 Once the call has been connected press the navigation keys 4 to select Voicemail and then press accept 4 Replace your handset or press the Speaker button You will no longer have control of the call Please note that this facility will only be available if voicemail has been enabled for your colleague Voicemail PCS 542 User Manual Version 3 3 0714 1 46 PCS 542 User Manual Transfer a call to a colleague s voicemail using the Contacts directory You may wish to transfer a call directly to a colleague s voicemail which can be achieved via the Contacts directory For further information on using the Contact directory please refer to page 26 A 1 Place the call on hold by pressing the Recall button N Press the Directory button 3 Use the Search facility to find the colleague required 4 Use the navigation keys f to select your colleague s name followed by accept Voicemail 5 Use the navigation keys F o select Voicemail followed by
70. your System Administration for further details If the Remote PSTN Mode symbol is displayed on your phone this facility has already been configured for you and has been enabled Your calls will be received on the Remote PSTN number configured e g your mobile Please refer to vour System Administrator for further details a bob This facility can also be configured to allow you to turn this facility on off when required and to set the Remote PSTN number you wish to use Please refer to your system administrator for further details Once this has been set up you can perform the following Enable Remote PSTN O 1 Press the Quick settings key Extn Anywhere 2 Use the navigation keys YA o selec Extn Anywhere and then press accept vi 3 Use the navigation keys Y Y io Select Number 4 Enter the number you wish to receive and make calls from use the backspace key if you enter a number incorrectly Save 5 Use the navigation keys T to select Save and then press accept Note that a tick is displayed beside Number Back 6 Use the navigation keys J f to select Back and then accept f and note that Extn Anywhere is displayed with a tick followed by the entered number in brackets Press Quick Settings to return to the home page where the Extn Anywhere icon is displayed gt 12 User Settings PCS 542 User Manual Version 3 3 0714 1 40 PCS 542 User Manual Disable Remote PSTN O 1 Press the Quick settings key Ext

pcs 542 user manual

Contents

Download Pdf Manuals

Related Search

Related Contents