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OfficeLink User`s Manual

1. Note The Stoplight icon is not displayed if it is disabled in the Advanced Options dialog box Siemens Wrapup After Call Work ACD Mode The Wrapup After Call Work mode allows you time after a call to complete call related work before you take another call When you are in Wrapup A fter Call Work mode your Stoplight icon is yellow and you do not receive calls from the ACD queue Depending on your ACD Wrapup After Call Work mode either automatically makes you available a few minutes after you end your call or waits for you to make yourself available by clicking the green light on the Stoplight icon A Caution Clicking the yellow light while on a call will disconnect the call End your call before clicking the yellow light To enter Wrapup After Call Work mode e When you are finished with the call click the yellow light on the Stoplight icon The Stoplight icon turns yellow and you go into Wrapup After Call Work mode 36 40 400 00066 Rev D OfficeLink User s Manual Notes The Stoplight icon is not displayed if it is disabled in the Advanced Options dialog box If you are logged in to the ACD with a Continuous connection and your voice connection is lost for example you accidentally hang up your desk phone you are automatically put into Wrapup After Call Work mode so that the ACD does not send you any more calls When you re establish your voice connection click the green light on the Stoplight icon to make
2. 6 40 400 00066 Rev D OfficeLink User s Manual Starting OfficeLink OfficeLink connects you to your company s phone system via the OfficeLink server Before you can log in to the server you must 1 Connect to your company s computer network Contact your system administrator if you are unable to do this 2 Launch OfficeLink 3 If this is the first time you launch OfficeLink when prompted enter the OfficeLink server name and your user ID If you do not know what to enter contact your system administrator 4 Ifyou have a password enter it in the displayed dialog box If you do not have a password the dialog box is not displayed 5 Check that your user ID and profile are correct as displayed in the title bar above the OfficeLink toolbar Your user ID is a unique name or number that identifies you to the OfficeLink server This ID is provided by your system administrator Do not confuse this ID with your ACD agent ID Your OfficeLink user name or number is not the same as your ACD agent ID If the user ID in the title bar is incorrect contact your system administrator If the current profile is incorrect change your profile to the correct one see Choosing a Different Profile on page 8 Changing Skins The OfficeLink soft phone is displayed with its standard skin after installation However you may change the appearance of OfficeLink by changing to an alternative skin if provided by your system administr
3. The phone is active It is busy with a call or dialing The phone is active It is busy with a call or dialing A software based remote voice application that extends the digital phone features of a corporate PBX to anywhere there is phone service It allows users to work wherever they have phone service The phone is not active It is ready to receive calls Private branch exchange A telephone switch Plain Old Telephone Service the traditional voice service provided by phone companies Public Switched Telephone Network The Release button can be used to end a phone call rather than clicking the Telephone icon 59 OfficeLink User s Manual Server Server Name or Address Skin Supervised Transfers TCP IP Title Bar Unsupervised Transfers User ID 60 A computer connected to a network Internet that stores and provides information of some sort OfficeLink uses an NT Server as the interface between the telephone ports of your company s PBX ACD and local area network The Server Name or Address is a unique alphanumeric identifier for an OfficeLink server The server name and IP address are configured during system installation A skin is a graphics file used to change the appearance of a program OfficeLink skins provide users with alternative soft phone interfaces When you do supervised transfers you put callers on hold and introduce them before transferring the call to someone else Such introducti
4. 50 Ending a Call Per Call Connection Type 18 Ending Calls 16 18 29 30 32 34 36 Envelope Icon 26 Error Detection 53 Error Messages 54 Errors 54 Exiting OfficeLink 8 12 F Feature Keys 5 6 Finding a Person in the Telephone Book 4 Finding Call Information 37 G Getting Help 5 Graphical Interface 7 H Handling Calls Using AutoClient 46 40 400 00066 Rev D OfficeLink User s Manual Hangup 16 18 Having problems with VoIP 57 Help 5 Hold 20 I Can t Connect 54 Icons 3 Installation 2 Introduction 3 K Key Icon Color 9 Key Pad 5 Keyboard Shortcuts 3 L Launching OfficeLink 7 11 LDAP Directory 39 41 42 Letter Icon 26 Line 3 53 Icon 3 Line Configuration 53 Lines 19 20 23 53 Logging Calls 37 Logging In 8 9 10 12 54 55 Logging in to the ACD 10 Logging Out 8 11 43 57 Login Logout Entries 51 Lost Connection 30 32 34 36 43 Lucent 21 22 26 30 M Mailbox Icon 26 Make Busy 18 33 Making a Call 19 Making a Conference Call 22 Making an Emergency Call When Using AutoClient 45 Memory Dialing 24 Menus 4 Messages 12 26 Messages from the System Administrator 12 Moving Around in OfficeLink 3 63 OfficeLink User s Manual Mute 23 Muting a Call 23 N Navigation 3 NEC 21 22 26 31 32 ACD Status 31 Work ACD Mode 32 NetMeeting 3 Network Connection 13 43 57 Network Connection Lost 43 44 Network
5. How you use the OfficeLink telephone book depends on how your system administrator has set it up for you Contact your system administrator if you have any questions When you are using the OfficeLink telephone book you may be prompted for a password If so you should enter your network login password for your company s phone directory Do not confuse this password with your OfficeLink password Opening the Telephone Book 1 To open the telephone book right click anywhere on the OfficeLink toolbar or dial pad except in the yellow Call Display area of the toolbar 40 400 00066 Rev D 39 OfficeLink User s Manual 2 Select Telephone Book 3 If your telephone book does not have any contacts yet you may be prompted for confirmation for getting records from the network directory Click Yes to retrieve contacts for your telephone book 4 If you are prompted for a password see Figure 13 enter your network login password for your company s phone directory Directory Login Figure 13 LDAP Directory Login Password The Telephone Book dialog box is displayed as shown in Figure 14 IE Telephone Book al a Le Ben Hammer 425 951 1234 Bill Aon 425 951 5678 Bob Anderson 425 951 1234 Bob Geertz 425 951 5678 Bruce Werth 425 951 1234 Cathy Board 425 951 5678 Chin Gardner 425 951 1234 Cindy Dalerson 425 951 5678 Cont Boardroom B2 Conf Engineering B2 Conf Lunchroom B1 Conf Marketing B2 Conf Purch
6. To Log in or out of the OfficeLink server and or ACD or exit the program Change your ACD status Place a call Answer an incoming call Check your voice mail Change your configuration options View the help topics Display or hide the dial pad Click the Key icon R Stoplight icon Telephone icon Line icon Voice Mail icon o O kei tions icon Help icon Up or Down button E or m The yellow display area on the toolbar displays call and ACD information as provided by your company s phone system To copy and paste information from the call display area right click in the yellow area to use the Select All and Copy commands You can also use your mouse to select specific information to copy You can also use the yellow display area for dialing phone numbers To display the shortcut menu of additional commands right click the toolbar If you have a Microsoft Natural Keyboard or any other compatible keyboard you can also use the Application key Ek on your keyboard to display the OfficeLink shortcut menu To select a command from the shortcut menu click the appropriate command or type the appropriate underlined letter 40 400 00066 Rev D OfficeLink User s Manual The title bar above the toolbar displays important information your user ID and your current profile The three buttons on the right are the standard Windows control buttons minimize restore or maximize and close Clicking the
7. all functionality dialing saving clearing etc in the call log is temporarily disabled 38 40 400 00066 Rev D OfficeLink User s Manual Keeping Call Log Records To save the entries in your call log click the Save As button You will be prompted to choose a file name and location for the file which is automatically saved as a comma delimited csv file Clearing the Call Log To clear the log and erase all non active call information click the Clear button Caution Once the log is cleared the call log information is permanently lost Log Size and Settings The log stores a limited number of calls Once the number of calls in the log has reached the maximum limit the oldest call information is deleted The log size maximum number of calls is set in Advanced Options or by your system administrator Note Your system administrator sets a maximum length for logged phone numbers and a maximum delay between digits dialed If your phone numbers are not logged correctly contact your system administrator USING THE TELEPHONE BOOK The OfficeLink telephone book gives you access to LDAP lightweight directory access protocol directories or databases For example using the telephone book you can look up contacts in your company s phone directory You can search for a person by name and then quickly call him or her by double clicking their phone number The number is dialed just as if it were on a speed dial T Notes
8. language on your hard drive Double click the ClientInstall exe file the file name may vary depending on language When prompted enter your User ID and the OfficeLink server IP address If you do not know what to enter contact your system administrator Continue through the installation clicking Next when prompted 5 Click Finish to complete the installation 40 400 00066 Rev D OfficeLink User s Manual Voice over IP Setup If you plan to use VoIP you need to set up VoIP call handling software on your PC To process VoIP calls OfficeLink can use any one of the following e NetMeeting version 3 01 e Stand alone VoIP call handling software e VolP gateway When you install OfficeLink it checks your PC for NetMeeting If your PC needs to have NetMeeting installed a message telling you so will be displayed If you do not see a message about NetMeeting your PC already has NetMeeting installed For help setting up and configuring your VoIP call handling software contact your system administrator Upgrading to a Newer Version If your company upgrades to a newer version of OfficeLink the new version needs to be installed on your computer When your PC s version of OfficeLink is not the same as your server s a message box is displayed when you launch OfficeLink You are given the choice to upgrade or not If you select No you will not be able to open OfficeLink If you select Yes follow the instructions to ins
9. OfficeLink 2 Hang up your phone 3 Pick up your phone to get dial tone 4 Dial 9 1 1 or your local emergency number Using the Telephone The Telephone icon is like the handset of your desk phone The icon changes when you click it and indicates when the phone is on hook or off hook When you want to place a call click the Telephone icon to change it to off hook You hear a dial tone and the OfficeLink dial pad pops up The dial pad provides the telephone controls you need to do your job You can change the OfficeLink dial pad to not pop up by clearing Show Dial Pad in the Options dialog box When you receive a call you can answer it by clicking the Telephone icon If Auto Answer is selected through Line Configuration in the Advanced Options dialog box you hear a tone through your headset when an incoming call is received The call is then automatically connected You do not need to click the Telephone icon to answer the call The following sections give more details about the tasks you can perform with OfficeLink Answering a Call To let you know that you have an incoming call the OfficeLink toolbar may pop up in front of other applications the Line and Telephone icons flash and your PC can beep or make a ring sound depending on your settings in Options and Advanced Options The steps to answer a call depend on the color of the Telephone icon and if your system uses automatic answering ask your system administrat
10. To enter Wrap Up mode e When you are finished with the call click the yellow light on the Stoplight icon The Stoplight icon turns yellow and you automatically go into Wrap Up mode Notes The Stoplight icon is not displayed if it is disabled in the Advanced Options dialog box If you are logged in to the ACD with a Continuous connection and your voice connection is lost for example you accidentally hang up your desk phone you are automatically put into Wrap Up mode so that the ACD does not send you any more calls When you re establish your voice connection click the green light on the Stoplight icon to make yourself available again For more information about how this feature interacts with your company s phone system contact your system administrator 40 400 00066 Rev D 29 OfficeLink User s Manual Avaya Avaya ACD Status The three lamp Stoplight icon indicates your availability to take ACD calls It can be displayed in the OfficeLink toolbar and as a Windows system tray icon To alter your status click the icon to make it change color Auto In Manual In you are available to take calls After Work you are temporarily unavailable to take calls Aux Work you are not available to take calls Not logged in to ACD h N The one lamp Stoplight icon in the system tray see Figure 10 also indicates your availability to the ACD queue Double clicking the icon changes your ACD status as follows e Ifthe
11. click the Telephone icon on the toolbar to end a call Notes The Release button is not displayed if it is disabled in the Advanced Options dialog box If you have a NEC or Siemens phone system you may also click the active Line icon to end the call Ending a Call with a Continuous Connection Type To end a call click the Release button or the Telephone icon Do not hang up your desk phone Ending a Call with a Per Call Connection Type There are four ways to end a call when you have a Per Call connection type e Click the Release button or the Telephone icon The Telephone icon changes to on hook and stays green You can continue to make calls Hang up your desk phone when you have finished making all your calls e Hang up your desk phone The Telephone icon changes to on hook and then turns blue e Click the Release button or the Telephone icon and then hang up the handset of your desk phone The Telephone icon changes to on hook and then turns blue e Select Disconnect Voice on the shortcut menu and then hang up your desk phone 18 40 400 00066 Rev D OfficeLink User s Manual Note You may notice that it takes a few seconds for the Telephone icon on the OfficeLink toolbar to turn blue after you hang up your desk phone To avoid this delay right click the toolbar to open the shortcut menu and select Disconnect Voice The Telephone icon immediately turns blue The Disconnect Voice command can also be used if yo
12. corrections follow the steps in Logging In on page 8 e There may be incorrect information entered in the Advanced Options dialog box This dialog box is password protected If you do not have a password continue to the next step If you do have a password click the Advanced button on the Options dialog box Enter your password In the Advanced Options dialog box check that the your ID is entered in the User ID field Under Network check for the correct information in the Server field If both entries are correct continue to the next step If you are unsure what these entries should be contact your system administrator If you have made corrections follow the steps in Logging In on page 8 e Contact your system administrator and ask for assistance If your system administrator helps you make corrections then follow the steps in Logging In on page 8 Can log in to OfficeLink server but not in to ACD If you are not receiving any calls from the ACD you may have ACD log in problems Check the following 1 Check the Key icon If it is red go to the next step If it is blue go to step 3 If the Key icon is green check the Stoplight icon color If it is dark gray yellow or red you are logged in to the ACD but you have not set your status to available Click the green light in the Stoplight icon when you are ready to receive calls You should begin receiving calls from the ACD queue For more information on the Stoplig
13. divides the sounds into data packets and sends the packets over the Internet to your caller When your caller receives the packets a matching program reassembles the packets into the sound of your voice Short for Windows Socket Winsock is an application programming interface that allows Windows programs such as OfficeLink to communicate with other computers via TCP IP A short tone that lets you know that the phone system is connecting a new call to you 61 OfficeLink User s Manual A Accelerator Key Assignments 54 Accelerator Keys 3 53 Accessing AutoClient 44 ACD 3 8 10 11 48 Login Logout Entries 48 Queue 28 29 30 31 32 33 34 35 36 Status 27 30 31 32 33 34 35 36 Stoplight 27 28 29 30 31 32 33 34 35 36 Using AutoClient 47 Advanced Options 53 After Call Work 30 31 32 35 36 Alert Tones 46 47 Analog ACD Stoplight 28 Analog Phone System 21 22 28 29 Analog Wrap Up ACD Mode 29 Answering a Call 16 Answering a Call Per Call Connection 17 Answering the Phone 16 17 Audible Call Notification 16 57 Audio Controls 13 14 Auto Answer 16 17 53 Auto Answering a Call Per Call Connection 17 AutoClient 43 44 46 47 56 Emergency Calls 45 Auto Dialing 24 Auto Login 53 Automatic Answering 16 17 53 Automatic Appearance on Incoming Call 49 Auto Status 46 47 Available 28 30 31 33 35 Avaya 21 22 26 30 ACD Status 30 Wrapup After Call Work ACD Mod
14. monitor and change your ACD status while OfficeLink Client is minimized This allows you to leave customer information windows and other programs open while you control your ACD status with the system tray icon Note To display the Stoplight System Tray icon make sure the Stoplight icon is enabled in the Advanced Options dialog box 50 40 400 00066 Rev D OfficeLink User s Manual Current Profile If you have more than one profile select the appropriate one from the list see Choosing a Different Profile on page 8 The settings for each profile include your callback phone number your connection type number of rings and callback attempts and instructions for unanswered callbacks Also included are your preferences for accessing your company s phone directory The settings for your profiles are in Advanced Options Login Logout Entries The Login and Logout fields are for the phone dialing codes you use to log in and out of the ACD The proper codes are available from your system administrator Do not enter commas or spaces in these fields If you are connected to an analog PBX enter your ACD queue identification code i e the hunt group number assigned to you by your system administrator in the Queue ID field Dial Information The Dial Information area is where you enter information for accessing your voice mail and for connecting with the OfficeLink server Access Voice Mail Specify the key codes you would
15. more information about how this feature interacts with your company s phone system contact your system administrator Nortel Nortel Status Three Lamp Stoplight The three lamp Stoplight icon indicates your availability to take calls It can be displayed in the OfficeLink toolbar and as a Windows system tray icon Caution Clicking the yellow or red light while on a call will disconnect the call End your call before clicking the yellow or red light If you are logged in only to the OfficeLink server the Key icon is blue Available you can take calls from the PBX Has no meaning or effect when logged in only to the server Make Busy you are unavailable to take any calls Not logged in to the server or to the ACD If you are logged in to the OfficeLink server and the ACD the Key icon is green 40 400 00066 Rev D 33 OfficeLink User s Manual Available you are available to take calls from the ACD and the PBX Not Ready you are not available to take ACD calls Make Busy you are not available to take any calls and you are automatically logged out of the ACD Caution Clicking the red light when you are logged in to the ACD automatically logs you out of the ACD Use only the green and yellow lights to control your availability to ACD calls To alter your status click the icon to make it change color One Lamp Stoplight The one lamp Stoplight icon in the system tray see Figure 10 also indicates your availab
16. number click the Telephone icon or Release button to hang up and then start over Notes Remember to add any preface numbers or trunk access codes e g 9 needed to the phone number You can also make calls using speed dial buttons the Dial button in the call log the Telephone Book dialog box and by pasting a phone number into the yellow call display area on the toolbar Dialing by Pasting the Number If you want to make a call to a phone number that is in a document or spreadsheet you can copy it and quickly dial the number using OfficeLink To dial a number by pasting 1 Select the number you want to dial from any source Notepad Outlook email messages Word etc 2 Copy the number it must be copied to the Windows clipboard 3 Paste the number into the yellow call display area on the OfficeLink toolbar The number is dialed just as if you had clicked a speed dial Notes If the number is not dialed correctly contact your system administrator for information about special dialing rules for your company s system Putting a Call on Hold When you need to call someone else or leave your phone during a call use the Hold button To put a call on hold 1 Click the Hold button The called party goes on hold 2 When you are ready to talk to the caller again click the Line icon or bridged line appearance feature key as appropriate to return to the caller Note The steps required to put a call on ho
17. that you are not logged in to the OfficeLink server If you are log out and then make changes Then log in again If logging out does not make the option available contact your system administrator for help Cannot log in to OfficeLink server If the Key icon stays red when you try to log in you are having problems logging in to the OfficeLink server Check the following e Your desk phone must be on hook during log in to the OfficeLink server If your phone is on hook continue to the next step If your phone is off hook hang up the phone and follow the steps in Logging In on page 8 e Your network connection may be down You can check the connection by using it in a different program Try sending some e mail If sending e mail works continue to the next step If it doesn t work then your connection is down Follow the steps in Starting OfficeLink on page 7 40 400 00066 Rev D OfficeLink User s Manual e You may have the wrong entries for the server address Click the Options icon on the toolbar to open the Options dialog box Under Dial Information check the entry for Server If this field is grayed out continue to the next step If you can read information in the field it shows the server address Make sure this information is what you were told to enter for your OfficeLink server connection If the entry is correct continue to the next step Contact your system administrator if you are unsure If you made
18. the Voice Mail Waiting reminder tones press 1 within 10 seconds to access your voice mail system providing that your primary outbound line is available You will hear the Voice Mail Waiting tone if you have a voice mail message and no active or held calls e Calls on Hold When you hear the Call Held reminder tones press 1 within 10 seconds to restore the held call You will hear the Call Held tone if you have one or more held calls and no active call e New Call If you are on a call when another calls comes in you will hear the New Call tone AutoClient Commands Although OfficeLink has default AutoClient commands so that you can perform the above functions your system administrator may have added more commands or changed the default ones to better suit the needs of your work environment If you use 46 40 400 00066 Rev D OfficeLink User s Manual AutoClient be sure to contact your system administrator for the current AutoClient commands Handling ACD Calls Using AutoClient If you handle ACD calls using AutoClient you can do the following e Get your current status for example you could hear You are logged in to the ACD You are ready to take calls If you are connected to an analog PBX your current status indicates the last change you made to your ACD status e Change your availability to the ACD queue e Log in or out of the ACD Notes Depending on your settings in Advanced Options and your company s phone
19. the Voice Mail button pad they must be mapped to the key codes that control your voice mail system To set up Voice Mail buttons 1 Click the Options icon in the toolbar The Options dialog box opens 2 Click the Edit Voice Mail Commands button The Edit Voice Mail Commands dialog box opens see Figure 17 Edit Yoice Mail Commands Password Get Messages Delete et 7 Po E b o C E Figure 17 Setting Up the Voice Mail Buttons 3 Inthe Button Name column enter a text label for a button 4 Inthe Touchtone Keys column enter a command or dial string for the button 5 Enter commands for Reverse Pause and Forward 52 40 400 00066 Rev D OfficeLink User s Manual Notes Valid characters 0 9 The last button is preprogrammed to exit voice mail hang up and close the Voice Mail button pad 6 To accept the changes in the Edit Voice Mail Commands dialog box click OK The new changes are displayed in the Voice Mail button pad which is opened by clicking the Voice Mail icon About Button The OfficeLink version number is displayed when you click the About button in the Options dialog box Advanced Options Access to the Advanced Options dialog box is password protected In most cases you do not need to change any of the Advanced Options settings The settings are used mainly by your system administrator to set up your connection The following summarizes the settings in the Ad
20. use to access voice mail if you were using your desk phone This number is dialed when you click the Voice Mail icon on the toolbar Callback Number This is the number the OfficeLink server dials to make your desk phone ring Use this field if you are at a phone number that is different from the one in your profile in Advanced Options Remember to add preface numbers such as a 9 if needed To cause a pause in dialing enter a comma Be careful to enter the correct number If you make a mistake the OfficeLink server will call someone else If you want to be prompted for a callback number when you log in leave the Callback Number field blank and ask your system administrator to leave the database callback entry blank This field is not available if it is disabled in the Advanced Options Security dialog box Server This is the network address for the OfficeLink server Use this field if you are connecting to a server other than the one you usually use This field is not available if it is disabled in the Advanced Options Security dialog box If you want to use callback number and or server settings other than your normal settings you need to enter the information before you log in to the server These 40 400 00066 Rev D 51 OfficeLink User s Manual settings are temporary and are not saved To permanently change these settings contact your system administrator Setting Up Voice Mail Buttons Before you use the buttons in
21. yourself available again For more information about how this feature interacts with your company s phone system contact your system administrator USING THE CALL LOG The OfficeLink call log see Figure 12 allows you to easily dial numbers of past calls monitor your call statistics look up information about past calls and keep records of your calls Current Calls 6 91800555 Outbound Line 1 05 18 01 12 50 45PM 00 00 38 History _T Phone Number Cal Dire Line 05 18 01 12 48 32 PM OL 6 2986 Outbound Line 1 05 18 01 12 49 39PM_ 00 00 23 692063992 Outbound Line 1 05 18 01 12 50 10PM 00 00 08 918005558355 Outbound Line 1 Time Since Login foo 05 Average Talk Time 00 00 29 Projected Call Rate Per Hour i Dal Save As l Clear Help Close Figure 12 The OfficeLink Call Log The call log stores information about incoming and outgoing calls for you While a call is current you can monitor the duration of the call in the Current Calls list When you end the call the History list shows the call and its duration 40 400 00066 Rev D 37 OfficeLink User s Manual The log keeps track of the start date and time of the call duration of the call name and number of the caller person called if available whether the call was inbound or outbound and finally which line the call was made on The information is stored from session to session Notes Y
22. 15 AUDIO Controls nirai Mad ehdeag odie i aes apis antes 15 Adding a Speed NOTAR cass Cats alesse vaeatesssncedsshanaseen Sat ses atecart aedoiseas 25 Editing a Speed Dial 7 20 aoe aiaieii outta n a 25 Voice Mail Notification in the System Tray cccceceeeceeeseeeteeeeees 27 The Voice Mail Button Pad s nnseeeesseeseesessseessesessseesesesssessessessesse 27 The One Lamp ACD Stoplight in the System Tray ssseseesesseses 28 System Tray Stoplight Icon Shortcut Menu Analog 29 The Oficel mk Call LOG 12s easssscesPeeistestacasetavasncdsesnpaaeutesaentnnes 37 LDAP Directory Login Password cccccccsssecsseceseceeeceeeeeneceteeeenes 40 The OfficeLink Telephone Book cececccesceeseeeeeesseceseeeteeeeeeeeaeees 40 Finding a Person in the Telephone Book 1 0 0 0 eesceeceeeeeeteeseeeneeeeeees 4 The Options Dialog BOX stocs casei site te awison Geese a ewes 49 Setting Up the Voice Mail Buttons 0 0 0 0 cc ecceccseceseceeeeeeeceeteeeeseenes 52 40 400 00066 Rev D OfficeLink Version 3 4 or Later WELCOME TO OFFICELINK OfficeLink brings all the functionality and convenience of your office phone to your home computer or other remote workstation What does OfficeLink do It lets you at a remote location make and receive calls using your company s phone system as if you were in your office using your digital feature phone set You do not need any special or costly equipment Your remote w
23. 3 34 35 36 System Tray Icon 27 48 50 Yellow 29 30 32 34 36 Switch to AutoClient 44 40 400 00066 Rev D System Requirements 1 System Tray Icon 26 27 Stoplight 27 Voice Mail 26 T Tabs 24 TCP IP 1 TCP IP Port 53 Telephone 3 16 19 Telephone Book 39 42 53 Telephone Book Options 54 Toolbar 3 48 Toolbar Position 50 Tooltip 3 Tooltips 3 Traffic Light 10 11 27 28 29 30 31 32 33 34 35 36 Transfer 21 Transferring a Call 21 Troubleshooting 54 U Update 42 Upgrading 3 User Assistance 5 User ID 53 Using AutoClient 43 Using Menus and Commands 4 Using OfficeLink 3 Using Speed Dial 24 Using the OfficeLink Toolbar 3 Using the Telephone 16 19 40 400 00066 Rev D OfficeLink User s Manual Using the Telephone Book 39 Using the Toolbar 3 Using VoIP 13 Using Your Call Log 37 V Version 3 53 Voice Connection 13 Voice Connection Button 54 Voice Mail 26 48 52 Access Number 48 Checking 26 48 Setting Up 48 52 System Tray Icon 26 48 Voice Messages 26 52 VoIP 3 13 14 VoIP Audio Controls 14 Volume 13 14 23 56 WwW Where is the incoming call 57 Work Codes 26 Work Codes on Speed Dial Buttons 26 Wrap Up ACD Mode 29 Wrap Up Work 29 Wrapup After Call Work 18 30 31 32 33 34 35 36 Y Yellow Display Area 3 20 Yellow Stoplight 29 30 32 34 36 65
24. AKING AND GETTING CALLS This section explains how to place and answer calls using either a phone or VoIP connection The steps required to handle calls depend on the configuration of your company s phone system If you encounter difficulties contact your system administrator Using Phone With a Phone connection you use a physical desk phone to transmit your voice to your caller 12 40 400 00066 Rev D OfficeLink User s Manual You can use Phone only if your system administrator has enabled Phone for you Phone Audio Controls Desk Phone First check for volume controls on your desk phone Some phones do not have volume control Some phones have one or two volume controls If your phone has two volume controls 1 If you cannot hear the caller or the caller is too loud adjust the Receive volume 2 Ifthe caller cannot hear you or you are too loud for the caller adjust the Transmit volume OfficeLink Second check for volume controls in OfficeLink Depending on the OfficeLink server configuration your OfficeLink toolbar may or may not have phone volume controls While you have a voice connection the Telephone icon is green right click the toolbar to open the shortcut menu If the menu has an Audio Controls option volume control is available If OfficeLink has volume control 1 Open the shortcut menu and select Audio Controls 2 If you cannot hear the caller or the caller is too loud adjust the Rec
25. Audio Controls from the shortcut menu see VoIP Audio Controls on page 13 At any time even while you are talking on a call you can quickly switch between phone and VoIP If your VoIP call quality deteriorates while on a call for example due to traffic on the network right click to display the shortcut menu and select Use Phone Note To select an option from the displayed shortcut menu click the appropriate option or type the appropriate underlined letter If your system administrator has enabled AutoClient for you you can continue handling calls even if your network connection is lost VoIP Audio Controls 14 The best audio settings for VoIP depend on your individual set up and network connections With a little patience and using trial and error you can fine tune your adjustments by making and then listening to a recording Use your voice mail system to make a VoIP test message For example record This is VoIP test 1 2 3 4 5 using a VoIP connection listen to it using a voice connection and then make your audio adjustments To adjust your VoIP audio 1 Make sure you are using VoIP and that your Telephone icon is green Right click anywhere on the OfficeLink toolbar or dial pad except in the yellow Call Display area of the toolbar and select Audio Controls as shown in Figure 4 40 400 00066 Rev D OfficeLink User s Manual E officeLink User ID Tia Johnson Ext 2686 Current Profile AtHom
26. Close X button exits the program The Help file provides information about using OfficeLink and its features setting options and troubleshooting specific problems The Help topics are based on the Windows standard and offer its common features For example you can add your own notes or print out specific topics Click on the OfficeLink toolbar or press the F1 function key on your keyboard to open the help topics There are also Help buttons in the Options Call Log and Telephone Book dialog boxes The following buttons are available to navigate within these Help topics To use the Help index e Click the Index button To return to the previous topic e Click the Back button To print the current topic e Click the Print button If you have password access to the Advanced Options dialog box you can obtain more detailed information on the advanced options by using the Help button in the Advanced Options dialog box For additional information and user documentation contact your system administrator To obtain an OfficeLink interactive training CD call technical support at 1 877 835 8663 The OfficeLink Dial Pad When you are logged in the dial pad and speed dial button pad can be displayed The dial pad contains a standard 12 button key pad 6 function keys to use when handling calls and 18 feature keys The function and feature keys let you quickly do your phone work The feature keys are customized for your company s pho
27. Remote Voice Solutions OfficeLink User s Manual _ TELTOWN E enhancing communications 40 400 00066 Rev D Copyright Notice Copyright 2002 2004 Teltone Corporation All Rights Reserved Trademarks Teltone and OfficeLink are registered trademarks of Teltone Corporation Windows is a registered trademark of Microsoft Corporation Other company and product names may be trademarks or registered trademarks of their respective owners Teltone Corporation Bothell Washington USA Phone 1 800 426 3926 or 425 487 1515 Fax 425 487 2288 Email info teltone com Website www teltone com 40 400 00066 Rev D Table of Contents Welcome to Or tice lank eh co se4s4asatesbaadtnanenianaasaeiacasdavstvaseanetaenantoauadrqsiaceipaveinaains 1 Tnstallins OMiceleinkys Srasechca tite e a ere ee ae AE 1 Requirements ear eek aS atc achnaer oqrane e a e e E E E Aa 1 Installation In stric tl OMS sjs9sc3acialaesneseedeeis eas aeandiaada sadatteraerieaniaculng 2 Voice Over IP Setup menne n ii a Meee ated ace See eee 3 Upgrading to a Newer Version ssssssssessessssssessrssressessessressessresresseesees 3 Getti g Started sonnen s inne AR E E a E toa Rae 3 The OfficelLink Display siscessicscssscacyleteccsastecavdeisiatevans kareeae i 3 Lhe Oftice Link Tool at psc sntispectsacsalasenaantsseermeniataasaee 3 AGU aE dukes ashe arsenide mes cian a aoe ce pone ames E 5 Phe Oftice bank Dial Pad oc ask sates so
28. Server and Port Number 53 Nortel 21 22 33 34 Not Ready ACD Mode 34 Status 33 Number Keys 5 O OfficeLink Slow Performance 56 OfficeLink Troubleshooting 54 Options 3 48 53 Advanced 53 Setting 48 Outbound Line 19 53 P Password 11 53 Advanced Options 53 Login 11 PC Crashing 43 Per Call Connection 17 18 19 53 Placing Calls 19 Selecting 53 Taking Calls 17 Phone Audio Controls 13 Phone Lines 19 20 23 53 Phone Lines Selecting 23 53 Phoning 16 19 Placing a Call 16 19 Port Number 53 Problems 54 Profiles 7 8 51 53 Putting a Call on Hold 20 64 Q Query 41 Queue 28 29 30 31 32 33 34 35 36 55 R Reason Codes 26 Receive Phone Call 16 17 Receiving calls during log out 57 Receiving Phone Calls 16 Record Keeping 37 Release Button 18 Reload 42 Ringing 16 53 57 Running OfficeLink 7 S Search 41 Search Only Access 42 Security 53 Server 8 9 11 48 54 55 Setting Advanced Options 53 Setting Options 48 Setting Up Voice Mail Buttons 52 Shortcut Keys 3 Shortcut Menu 4 Show Dial Pad 48 49 Siemens 21 22 23 35 36 ACD Status 35 Wrapup After Call Work ACD Mode 36 Skins 7 Soft Phone Appearance 7 Sound 13 14 23 56 57 Speed Dial 24 26 Setting Up 24 26 Tabs 24 Starting OfficeLink 7 11 Status 27 30 31 32 33 34 35 36 ACD 27 30 31 32 33 34 35 36 Stoplight 10 11 27 28 29 30 31 32 3
29. The name you enter appears on the speed dial button it can be a maximum of 11 characters 4 Enter the number you want assigned to that button The number can be a maximum of 29 characters Don t forget that you may need to add preface numbers or trunk access codes e g 9 5 Click OK The new button is displayed on the Speed Dial button pad 6 To close the Speed Dial button pad click Close To edit or remove speed dial entries 1 From the OfficeLink dial pad click the Speed Dial button The Speed Dial button pad appears 2 Click the tab where the speed dial is located and then click the Edit button The Edit Speed Dial Settings dialog box appears Edit Speed Dial Settings PedroT 1234 Figure 7 Editing a Speed Dial 3 Use the Arrow button to the right of the name list to find the entry you want to edit or delete and select it 40 400 00066 Rev D 5 OfficeLink User s Manual 4 To delete click the Remove button To edit change the information in the text boxes 5 To accept your changes click OK For Avaya and NEC phone systems speed dial buttons can also be used to send work reason tally or break codes Work Codes on Speed Dial Buttons For Avaya and NEC phone systems speed dial buttons can also be used to send work reason break or tally codes Using this feature allows you to click one button to send a work code to the PBX ACD You must configure the speed dial buttons before you can use this
30. To cancel the conference add on attempt e Connect to the original caller again by clicking the original Line icon To leave the conference call e Click the Release button Note The steps required to make a conference call depend on the configuration of your company s phone system The above steps are appropriate for most systems If you encounter difficulties contact your system administrator NEC or Siemens 9006 System Conference Calls To make a conference call 1 Click the Transfer button once to put the original caller on hold 2 Enter the number of the person you want to add to the conference 22 40 400 00066 Rev D OfficeLink User s Manual 3 When you connect with the new party click the Conference button The light next to the Conference button turns red All parties are connected To cancel the conference add on attempt e For NEC connect to the original call again by clicking the Transfer button e For Siemens 9006 connect to the original call again by clicking the Connect button To leave the conference call e Click the Release button Siemens 9005 System Conference Calls To make a conference call 1 Click the Flash button to put the original caller on hold Enter the number of the person you want to add to the conference 3 When you connect with the new party click the Conference button The light next to the Conference button turns red All parties are connected To cancel the confere
31. a e E E AR ET 49 Automatic Appearance on Incoming Call ssssessesseesesseseesessesseee 49 Beep ott Dial Aeroden eangen aaae a RE E ACE ARER NRA 50 Enable Voice Mail System Tray Notification cc ceeeeseeeeeeeeees 50 To lbar Postion renerne niceai ei eaa ata 50 Stoplight System Tray Icon s seeseseseessesessssesseserssressessrssresseeseesressee 50 Current Profiles a is etecg ivasics aeee TaT A EEE AA Ei 51 Login Logout Ente 8 isses intaia oiiro i oae eibi 51 Dial Information esrina nii a E E a O aa 51 Setting Up Voice Mail Buttons ccceeceeseeseeeeteceseceeeeeeeeenaeens 52 Abo t BUON asni ieee r NAE AAE E ET iae 53 Advanced Options macsi onien a Ea a teehee Aas 53 O O ES OO EIT Da ans n a ces ca cle Sanco a eeess ausentoeant 54 Glossary 8 cent ce o ats costars E NS eo Sa eee oe Baa lina Re cad 58 PGK ahah ctipsnictercpecsngs sieves E a ae RO ea ee eae 62 40 400 00066 Rev D vi Figure 1 Figure 2 Figure 3 Figure 4 Figure 5 Figure 6 Figure 7 Figure 8 Figure 9 Figure 10 Figure 11 Figure 12 Figure 13 Figure 14 Figure 15 Figure 16 Figure 17 List of Figures Typical OfficeLink Toolbar Asai 52 eras dads edbee i adageracesbaeveasseuiaty las tied 4 Typical OfficeLink Dial Pad and Speed Dials 00 0 0 ee eeeeeeeeeteeeeeeeee 6 Buttons on the Log In Out Button Pad 0 cece ccceceteceeeeeeeeeeteeenaeens 9 Adj sting VolP A dio sneseno iini sais elsoasd cha lalennsas dba sawn tioee
32. andle calls while traveling and do not have a PC and network connection available All you need is a phone any kind of phone This usage requires that your AutoClient option is enabled and that you are also set up to dial in to the OfficeLink server When using AutoClient your connection type automatically changes to Per Call if you hang up your phone you can receive calls but to make a call you must be able to dial in to the server to re establish a voice connection If you are using VoIP and lose your data connection you are automatically switched to an AutoClient phone connection using your current callback number Moving Your AutoClient Session to a PC Session At any time while you are using AutoClient even while you are on a call you can launch OfficeLink on a PC and log in You do not have to log out of AutoClient first If you normally use VoIP you must select Use VoIP on the shortcut menu to go back to using VoIP see Using VoIP on page 13 Ending Your AutoClient Session When you have finished your call work you should log out To log out before hanging up e Enter the Logout command the default is on your phone s keypad And then hang up your phone 40 400 00066 Rev D 43 OfficeLink User s Manual To log out after hanging up e Launch OfficeLink on a PC log in normally and then log out If you have problems logging out contact your system administrator Accessing AutoClient There are thr
33. are using Phone or VoIP as your voice connection If you are using Phone see Phone Audio Controls on page 13 If you are using VoIP see VoIP Audio Controls on page 13 Note If your system administrator has enabled both VoIP and Phone for you you can check your current voice connection by right clicking the toolbar The black dot in the shortcut menu indicates your current voice connection Difficulties with AutoClient was cut off or disconnected in the middle of an AutoClient call o Contact your system administrator he or she may have logged you out get an error tone when dial in to the OfficeLink server to use AutoClient o The OfficeLink server may be occupied with other dial in AutoClient users or there may be a problem with the server Try later or contact your system administrator The OfficeLink server did not answer when tried to dial in to use AutoClient o Check the phone number that you dialed Then contact your system administrator My 5 year old answered the phone after my shift was over and it was a business call to my OfficeLink extension My PC was not even on o You probably forgot to log out of AutoClient at the end of your shift When you have finished using AutoClient you should use the Log Out of Server command before hanging up OfficeLink is working very slowly You have this problem if everything is working correctly but it is just taking a long time to do things
34. asing B1 Dale Kim 425 951 5678 DY gen Tha rw ee more tare Figure 14 The OfficeLink Telephone Book 40 40 400 00066 Rev D OfficeLink User s Manual Finding a Person When you have many contacts displayed in the telephone book list box you can find the one you are looking for in several ways e Enter the name of the person or the first letters of the person s name in the box labeled Type name or Select from List The contacts in the list box will scroll until the best match of the name you entered is highlighted e Use the scroll bars on the right side of the list box to move the list until you see the name you are looking for Then select it with your mouse e Select a contact with your mouse and then use the arrow keys on your keyboard to move up or down the list until the name you are looking for is highlighted e Use the Find command on the Contact menu 1 Select Find on the Contact menu 2 Ifyou are prompted for a password enter your network login password for your company s phone directory 3 Enter the name of the person you want to find see Figure 15 You don t have to enter the full name of the person you want to find OfficeLink will search through all the contacts for the letters you enter Search Telephone Book X Search For Cancel Figure 15 Finding a Person in the Telephone Book If your search is successful the name s that match your search criteria along with their pho
35. ator To change to an alternative skin 1 Right click anywhere on the OfficeLink toolbar or dial pad except in the yellow call display area of the toolbar and select Skins from the shortcut menu 2 Select a skin and click OK Notes If the alternative skin you want is not displayed in the Skins dialog box contact your system administrator If you want to display the Standard Large Font skin first make sure your PC display properties are set to large fonts 40 400 00066 Rev D 7 OfficeLink User s Manual Choosing a Different Profile To easily use OfficeLink from different locations you can use profiles for your usual locations and connection methods For example you may want a profile for when you are working from home using a modem another profile for when you are working from a branch office with a fast data connection and maybe another for when you are using your cell phone Your current profile is always displayed in the title bar above the OfficeLink toolbar Caution If you use a profile that is not for your current location OfficeLink will call you at the wrong number If you use profiles always check the current profile in the title bar before logging in To choose a different profile 1 If you are logged in log out of the OfficeLink server 2 Click the Options icon on the toolbar 3 From the Current Profile list select the profile you want 4 Click the OK button Your profile is now changed and
36. available When your Stoplight icon is red you are still logged in to the ACD but you no longer receive calls from the queue Change the Stoplight icon to red before you log out Having problems with VoIP To use VoIP to receive and place calls you need to have VoIP call handling software such as NetMeeting version 3 01 installed on your PC Check your VoIP call handling software settings to make sure you have full duplex capabilities For example open NetMeeting and select Options from the Tools menu Then select the Audio tab If the full duplex check box can be selected then you have a full duplex audio card Do not select full duplex or direct sound in NetMeeting Contact your system administrator for more information about NetMeeting installation and settings If you are having problems with VoIP voice quality check your VoIP audio settings in OfficeLink Follow the steps in VolP Audio Controls on page 13 If voice quality problems persist contact your system administrator to change your vocoder Or if you have access to the Vocoder selection in Advanced Options make sure you are using an appropriate vocoder for your current network connection VoIP cannot completely duplicate the quality of a good old analog phone you may hear the difference when you and your caller overtalk or you may hear some echo VoIP is doing all the work of two channels on just one data channel and that data channel experiences varying levels o
37. cal an ctaca veneer eae koe ee 5 Fatre Keys eiii idot eosa e ARE tas E AT Eat 6 Starting ii Cela naianei A ER aa f Channo KING ene ae E deca N a AE 7 Choosing a Different Profile ns sennseesesssesseseessessesrrssressessessressessessees 8 OG GINO Nieran ae E a EA Ase A ee ae 8 Log In Out Button Pad sepsisi en noiae a Taaa aiin 8 Am T Logged Meria RE EEEREN 9 Logging in to the SERVER s ssesessseesseseeseesseserssressessrssressessrssresseese 9 Logging in to toe ACD recada aeinn na ai 10 Logging Outen EEE A es E TER 11 Changing Your Login Password sesesssesessseeseeseesseessesessseseeseessee 11 Messages from the System Administrator cccccceeesceeseeeseeeteceteeeeees 12 Exite nann na a a a aa 12 Making and Getting Call Snoro annn nan n i e aaide 12 MSI Phon nie a E A a aed otek E Maa Jalen ha 12 Phone Audio Controls essessessesseseesessesesesesseseesessesresssseesesseseesessese 13 MSV OEP ccd sstaieactavan tet e naa AK A AEE ER EE A R AS 13 VOIP Adio Controls niii aantauaessctescsnia Wteeincaaesseceease 14 Making an Emergency all cas ncaa esacetnresaceathuoaliuads gave ceagesusctaeeteateaansee 16 Usinge the Telephones ecien an a uty eaeeteadl aenutad x 16 Amis werin aa annn unn ges Oat vaatanirepein adios Cayton 16 Answering a Call Manually Continuous Connection 17 Answering a Call Manually Per Call Connection cee 17 Auto Answering a Calls ccvccssscqssveaccteessesscuisteca
38. call again by clicking the Line icon e For NEC or Siemens 9006 systems connect to the original call again by clicking the Connect button Avaya or Nortel System Call Transferring You can make unsupervised call transfers or supervised call transfers To transfer a call unsupervised 1 Click the Transfer button 2 Enter the number of the person you want to transfer the caller to 3 Click the Transfer button again to send the call to the new party 40 400 00066 Rev D 21 OfficeLink User s Manual To transfer a call supervised 1 Click the Transfer button 2 Enter the number of the person you want to transfer the caller to 3 When you connect to the call recipient stay on the line to announce the call 4 Click the Transfer button to send the call to the recipient To cancel the transfer attempt e Connect to the original call again by clicking the Line icon Making a Conference Call The steps required to make a conference call depend on your type of phone system Note For information about conferencing using a bridged line appearance feature key contact your system administrator Analog Avaya or Nortel System Conference Calls To make a conference call 1 Click the Conference button once to put the original caller on hold 2 Enter the number of the person you want to add to the conference 3 When you connect with the new party click the Conference button again All parties are connected
39. d field 40 400 00066 Rev D 11 OfficeLink User s Manual 2 Carefully enter your new password in the New Password field There is no confirmation When you click OK you must use your new password the next time you launch OfficeLink Notes You can only change your login password if your system administrator has enabled this feature for you Passwords are case sensitive A password must be at least 4 and no more than 10 alphanumeric characters Messages from the System Administrator When you launch OfficeLink you may receive a message from your system administrator This type of message pops up in its own window on your computer screen and typically welcomes you to your company s OfficeLink system or reminds you about special procedures While you are logged in to OfficeLink you may also receive messages from your system administrator These messages also pop up in their own window and include the message and your local date and time that the message was received by your computer You will receive the message immediately after it is sent These messages typically include reminders about procedures announcements about system changes and information about your particular connection to OfficeLink If the date and time seem incorrect check the time and date settings in your Windows operating system Exiting To exit the OfficeLink program click the Key icon In the drop down menu select Exit Or click the Close amp button M
40. displayed in the title bar This profile remains in effect until you change it 5 Log in again to the OfficeLink server Notes If you select a different profile while you are logged in the change does not take effect until you have logged out of the server and logged back in The settings for your profiles are in Advanced Options Logging In Log In Out Button Pad Click the Key icon to display the buttons for logging in and out When the Log In Out button pad is displayed see Figure 3 click the appropriate button or type the appropriate underlined letter Notes Depending on your Configuration Options settings in Advanced Options the Log in and out Server buttons and the Log in and out ACD buttons may or may not be displayed on your Log In Out button pad 8 40 400 00066 Rev D OfficeLink User s Manual Log in Server Log in ACD Log out Server Log out ACD cD Button Action Log in Server Logs you in to your company s telephone system Log in ACD Logs you in to your company s ACD Log out Server Logs you out of your company s telephone system Log out ACD Logs you out of your company s ACD Cancel Does not do anything and closes this button pad Exit Logs you out and exits the OfficeLink program Figure 3 Buttons on the Log In Out Button Pad Am Logged In Look at the Key icon The color tells you whether you are logged in and at what level amp A red key means y
41. e Use Phone e use vor wo JON onere J m Gc Gime Skins _ E z Callas DND F xit d f Tetere N recy JA ron JO cor ext d Di d Disconnect Yoice Switch to AutoClient Mode E CD Call Displa Redial LN d Send Calls Mercury La a f la a Figure 4 Adjusting VoIP Audio 2 The Vol slider controls the volume setting on your PC see Figure 5 Set it to fit your preference Audio Ctrl X Figure 5 Audio Controls 3 The Mic slider controls the microphone setting on your PC Keep the microphone setting at about 30 If the microphone setting is too high you will hear echo and blast your caller s eardrums 4 The Receive Recv and Transmit Xmit sliders control audio between your caller and the OfficeLink server Recv affects your receiving volume setting and Xmit affects your outgoing microphone setting Keep the Recv and Xmit settings at about 30 Be careful not to overmodulate When you make audio adjustments the new settings take effect immediately They are stored on the OfficeLink server so your most recent settings will be in effect when you relaunch OfficeLink 40 400 00066 Rev D 15 OfficeLink User s Manual If you have problems with the audio adjustments contact your system administrator Making an Emergency Call Caution Do not use OfficeLink to make emergency calls Your location will be incorrectly interpreted by the emergency services operator 1 Exit
42. e 30 62 INDEX B Basics 3 Beep on Dial 48 50 Bridged Line Appearance 6 16 57 Buttons 3 5 8 24 C Call Control 20 21 22 23 Call Display Area 3 20 Call Log 37 Call Log Button 53 Call Notification 16 53 57 Call Rate 38 Call Statistics 37 Call volume is too loud or too soft 56 Callback Number 9 48 Calling 16 19 Can log in to OfficeLink server but not in to ACD 55 Cannot change settings 54 Cannot log in to OfficeLink server 54 Changing Your ACD Status 27 Changing Your Login Password 11 Checking Your Voice Mail 26 Closing OfficeLink 8 Codes 26 43 Break 26 Reason 26 Tally 26 Commands 4 Conference 22 23 Configuration 48 53 Configuration Options 48 53 Configuration Options 53 Configuring Speed Dial Buttons 24 Connection 13 43 48 53 57 Data 13 43 57 Network 13 43 57 Voice 13 Connection Type 53 Changing 53 Continuous 53 40 400 00066 Rev D Per Call 53 Continuous Connection 53 Current Telephone Book Information 42 D Data Connection 13 43 57 Data Connection Lost 43 Date and Time 38 Default AutoClient Commands 47 Dial Information 51 Dial Pad 5 6 48 Dialing 19 20 24 37 39 41 Dialing by Pasting the Number 20 Difficulties with AutoClient 56 Disconnect Voice 18 Distinctive Ringing 16 53 57 DTMF Codes 43 47 DTMF Commands 43 47 E Emergency Calls 16 AutoClient 45 Enable Voice Mail System Tray Notification
43. e Telephone icon changes to off hook and you are connected to the caller Auto Answering a Call If the Telephone icon is green and you have Auto Answer turned on when you have an incoming call you do not need to click the Telephone icon to answer the call The Line icon flashes and after a signal you are immediately connected to the caller T Notes If the call is on a bridged line appearance feature key click the feature key to answer the call If available caller information appears in the toolbar s yellow call display If you are on a call when another incoming call is received it will ring only once so that you are not bothered by ringing while on your current call Auto Answering a Call Per Call Connection When you have Auto Answer enabled and the Telephone icon is blue you do not need the OfficeLink toolbar to answer the phone 40 400 00066 Rev D 17 OfficeLink User s Manual To Auto Answer the call e After your desk phone rings pick up the handset If the call is from the OfficeLink server you have established a voice connection to the server You hear a zip tone in your handset You are then immediately connected to the incoming call If the call is not from the server you are connected to the personal caller Ending a Call How you end a call depends on your settings for voice connection type and whether or not you are connected to the ACD Typically you click the Release button on the dial pad or
44. e of operation is typically used when a PC is not available or when your data connection is lost for example your PC crashes there is too much noise on the line etc A bridged line appearance replicates another phone line so that both phones ring simultaneously and have the same phone number It s similar to having an extension or second phone jack in your home It allows a user s OfficeLink feature key to have a line appearance of another user s extension number A bridged line appearance feature key can be used to originate answer and bridge on to calls to or from the other user s extension number The yellow window on the OfficeLink toolbar that shows numbers dialed caller ID etc It corresponds to the LCD display on a digital phone This is the number the OfficeLink server dials to make your desk phone ring Your system administrator enters this number or you may if authorized enter it in the Options dialog box or when requested during login OfficeLink can connect to your phone using either a Continuous or a Per Call Connection With a Continuous connection your phone is connected to the server as long as you are logged in to the OfficeLink server With a Per Call connection your phone is not connected to server until a call is received or you place a call When you receive a call the OfficeLink server notifies you by ringing your desktop phone Most connections are Continuous but if you receive infrequent calls you
45. ee different ways to access AutoClient e Auto Access e Manual Switch e Djial In Access i Note AutoClient is available only if enabled in Advanced Options Auto Access to AutoClient If your connection to your company s network is lost while you are logged in to the server or ACD you automatically enter AutoClient mode You do not have to do anything To continue to handle calls you enter special AutoClient commands by pressing keys on your phone s keypad If you want to make outgoing calls you should not hang up your phone between calls If you only need to answer calls you can hang up your phone between calls to keep your phone line idle as much as possible A Caution AutoClient ensures that you never lose a call because of network problems However be aware that if you are away from your PC when your network connection is lost you may not realize that you are in AutoClient until you return to your PC Whenever your network connection is lost be sure to log out of AutoClient when you stop working If you do not log out your phone may receive calls from AutoClient even after you have shut down your PC and ended your shift Manual Switch to AutoClient Mode 44 If you want to start using AutoClient for example because you want to reboot your PC you can switch to AutoClient mode by using the OfficeLink shortcut menu Right click anywhere on the OfficeLink toolbar or dial pad except in the yellow call display area of t
46. eive Recv volume 3 Ifthe caller cannot hear you or you are too loud for the caller adjust the Transmit Xmit volume If you do not have volume controls on your desk phone or in OfficeLink contact your system administrator if the volume is not appropriate Using VoIP With a VoIP connection you do not need to use your physical desk phone which is usually plugged into a separate PSTN Public Switched Telephone Network line Instead you use your PC s data connection to transmit voice signals Using VoIP lets you make calls with OfficeLink in situations where only a network connection is available Typically you use a headset connected to the earphone and microphone jacks on your PC Using VoIP you make and receive calls in the same way as you do with your desk phone except that you speak into your PC s headset or microphone and you 40 400 00066 Rev D 13 OfficeLink User s Manual listen using your PC s headset or speakers When you use VoIP your connection type is automatically set to Continuous You can use VoIP only if your system administrator has enabled a VoIP port for you To see if you are set up for VoIP right click anywhere on the OfficeLink toolbar If the Audio Controls option is displayed in the shortcut menu it may be dimmed then you are set up for VoIP Before making calls using VoIP check your audio settings by leaving a voice mail message for yourself To make adjustments to voice levels select
47. example you accidentally hang up your desk phone you are automatically put into Not Ready so that the ACD does not send you any more calls When you re establish your voice connection click the green light on the Stoplight icon to make yourself available again For more information about how this feature interacts with your company s phone system contact your system administrator Siemens Siemens ACD Status The three lamp Stoplight icon indicates your availability to take ACD calls It can be displayed in the OfficeLink toolbar and as a Windows system tray icon To alter your status click the icon to make it change color Caution Clicking the yellow or red light while on a call will disconnect the call End your call before clicking the yellow or red light Available you are available to take calls After Work you are temporarily unavailable to take calls Unavailable you are not available to take calls Not logged in to ACD 40 400 00066 Rev D 35 OfficeLink User s Manual The one lamp Stoplight icon in the system tray see Figure 10 also indicates your availability to the ACD queue Double clicking the icon changes your ACD status as follows e Ifthe icon is green double clicking changes it to red e Ifthe icon is yellow or red double clicking changes it to green You can also change your status or log in or out of the ACD by right clicking the system tray icon to display a shortcut menu see Figure 11
48. f traffic If you re making critical calls make sure you can switch to using an analog phone in case the VoIP quality becomes inadequate Where is the incoming call You can tell which phone line is used by an incoming call by e Keeping the OfficeLink toolbar open on your computer screen The Line icon blinks to indicate it has an incoming call If the call is on a bridged line appearance feature key the red light next to the feature key blinks e Assigning a distinctive ringing pattern to each line If you have access to Advanced Options select the Line Configuration button and select a ring pattern If you do not have access to Advanced Options contact your system administrator If you want to assign a special ring pattern to a bridged line appearance feature key contact your system administrator for details 40 400 00066 Rev D 57 OfficeLink User s Manual GLOSSARY ACD Auto LogIn Auto Answer AutoClient Bridged Line Appearance Call Display Callback Number Connection Type Distinctive Ringing 58 Automatic call distributor A LogIn connection to the server that is automatically established when OfficeLink is started Auto answer means that a call is automatically connected without waiting for you to click the Telephone icon or use the keyboard shortcut The AutoClient feature allows you to use the OfficeLink system without a PC You just have a phone connection to the OfficeLink server This is mod
49. feature To add a speed dial entry 1 From the OfficeLink dial pad click the Speed Dial button The Speed Dial button pad appears 2 Click an unassigned speed dial button The Edit Speed Dial Settings dialog box appears 3 Enter the name and number you want assigned to that button To send the number as a code select the Send as PBX Code check box 4 Click OK The new button is displayed on the Speed Dial button pad 5 To close the Speed Dial button pad click Close To use a reason or work code speed dial 1 From the OfficeLink dial pad click the Speed Dial button The Speed Dial button pad appears 2 Click the button for the work code you want to send The code is automatically sent CHECKING YOUR VOICE MAIL When you have new voice mail messages the Voice Mail icon may change Depending on your company s phone system new voice mail may be indicated by a letter in the mailbox For some phone systems you hear a broken dial tone stutter and do not see any change in the Voice Mail icon If you have Enable Voice Mail System Tray Notification selected in the Options dialog box you will see a mailbox icon in your system tray when you have voice mail as shown in Figure 8 see Enable Voice Mail System Tray Notification on page 50 26 40 400 00066 Rev D OfficeLink User s Manual Figure 8 Voice Mail Notification in the System Tray To check your voice mailbox for messages e Click the Voice Ma
50. g box If you are logged in to the ACD with a Continuous connection and your voice connection is lost for example you accidentally hang up your desk phone you are automatically put into Wrapup After Call Work mode so that the ACD does not send you any more calls When you re establish your voice connection click the green light on the Stoplight icon to make yourself available again For more information about how this feature interacts with your company s phone system contact your system administrator NEC NEC ACD Status The three lamp Stoplight icon indicates your availability to take ACD calls It can be displayed in the OfficeLink toolbar and as a Windows system tray icon ACD Login Logout you are available to take calls Work you are temporarily unavailable to take calls On Break you are not available to take calls Not logged in to ACD 40 400 00066 Rev D 31 OfficeLink User s Manual Caution Clicking the green light when you are logged in to the ACD automatically logs you out of the ACD Use only the yellow and red lights to control your availability to ACD calls To alter your status click the icon to make it change color If a light blinks enter your ACD ID or tally break code as appropriate The one lamp Stoplight icon in the system tray see Figure 10 also indicates your availability to the ACD queue You can change your status or log in or out of the ACD by right clicking the system tray icon t
51. he toolbar and select Switch to AutoClient 40 400 00066 Rev D OfficeLink User s Manual Dial In Access to AutoClient If you need to handle calls when you do not have a PC and network connection you can access AutoClient by dialing in to the OfficeLink server 1 Dial the number given to you by your system administrator You should hear a short confirmation tone If you hear an error tone contact your system administrator 2 Enter your user ID followed by your user ID must be numeric You should hear another confirmation tone 3 Enter your password followed by If you do not have a password enter If you logged in successfully you will hear a final confirmation tone If you hear a dial tone there has been an error during the log in process In this case repeat steps 1 3 For help with logging in contact your system administrator 4 To handle calls enter special AutoClient commands on your phone s keypad If you have dial in access you can hang up your phone between calls to keep your phone line idle as much as possible To make an outgoing call repeat the above steps Note You cannot dial in to AutoClient if you are already logged in using a PC and network connection Making an Emergency Call When Using AutoClient Caution Do not use AutoClient to make emergency calls Your location will be incorrectly interpreted by the emergency services operator 1 Ifyou are on a call or connected to OfficeL
52. ht icon see Changing Your ACD Status on page 27 2 Ifthe Key icon is red you are having a problem logging in to the OfficeLink server See the previous problem and solution 3 If the Key icon is blue you may have a problem with your ACD logging codes Click the Options icon on the toolbar to open the Options dialog box Under Login Logout Entries check the code in the Login field This should be the code you use to log in to the ACD If you are unsure what the code should be contact your system administrator If the entry is correct continue to the next step If you make a change log in again by following the steps in Logging in to the ACD on page 10 If after log in the Key icon turns green you are logged in Click the green light on the Stoplight icon when you are ready to receive calls You should begin to receive calls 4 You may be already logged into the ACD but not through OfficeLink You need to log out of the ACD manually Click the Telephone icon on the toolbar When you have a dial tone use the OfficeLink dial pad to enter the ACD Logout code Click the Telephone icon to end the call Now follow the steps in Logging in to the ACD on page 10 5 If none of the above steps solved your problem contact your system administrator and explain the situation 40 400 00066 Rev D 55 OfficeLink User s Manual 56 Call volume is too loud or too soft How you adjust your call volume depends on whether you
53. icon is green double clicking changes it to red e Ifthe icon is yellow or red double clicking changes it to green You can also change your status or log in or out of the ACD by right clicking the system tray icon to display a shortcut menu see Figure 11 Note The Stoplight icon is not displayed if it is disabled in the Advanced Options dialog box Avaya Wrapup After Call Work ACD Mode 30 The Wrapup After Call Work mode allows you time after a call to complete call related work before you take another call When you are in Wrapup After Call Work mode your Stoplight icon is yellow and you do not receive calls from the ACD queue Depending on your ACD Wrapup After Call Work mode either automatically makes you available a few minutes after you end your call or waits for you to make yourself available by clicking the green light on the Stoplight icon 40 400 00066 Rev D OfficeLink User s Manual To enter Wrapup After Call Work mode use one of the following methods e Before you finish the call click the yellow light on the Stoplight icon The Stoplight icon turns yellow signaling that you will go into Wrapup After Call Work mode when you end the call e When you are finished with the call click the Release button or the Telephone icon on the toolbar to end the call You automatically go into Wrapup After Call Work mode Notes The Stoplight icon is not displayed if it is disabled in the Advanced Options dialo
54. il icon or e Double click the system tray voice mail icon The Voice Mail button pad is displayed as shown in Figure 9 Customized Voice Mail Standard Voice Mail Key Pad Buttons pasna J sien se N 2 34 D oo 6 AAF JKL PORS Tuv WXYZ 0p Figure 9 The Voice Mail Button Pad To listen to your voice mail messages use the Voice Mail button pad the OfficeLink dial pad or your computer keyboard to enter the appropriate commands for your voice mail system For information about configuring up your voice mail button pad see Setting Up Voice Mail Buttons on page 52 Note The Voice Mail icon is not displayed if it is disabled in the Advanced Options dialog box CHANGING YOUR ACD STATUS The Stoplight icon displayed in the OfficeLink toolbar or in the Windows system tray allows you to change your availability to take calls Steps for changing the Stoplight icon depend on your type of phone system Note The Stoplight icon is not displayed if it is disabled in the Advanced Options dialog box 40 400 00066 Rev D 27 OfficeLink User s Manual For information about changing your ACD status while using AutoClient see Handling ACD Calls Using AutoClient on page 47 For info about enabling the system tray stoplight see Stoplight System Tray Icon on page 50 Analog Analog ACD Stoplight 28 The three lamp Stoplight icon allows you to change your availability to take ACD calls It can be disp
55. ility to take calls Double clicking the icon changes your ACD status as follows e Ifthe icon is green double clicking changes it to red e Ifthe icon is yellow or red double clicking changes it to green You can also change your status or log in or out by right clicking the system tray icon to display a shortcut menu see Figure 11 Note The Stoplight icon is not displayed if it is disabled in the Advanced Options dialog box Nortel Not Ready ACD Mode The Not Ready mode allows you time after a call to complete call related work before you take another call When you are in Not Ready mode your Stoplight icon is yellow and you do not receive calls from the ACD queue Depending on your ACD Not Ready mode either automatically makes you available a few minutes after you end your call or waits for you to make yourself available by clicking the green light on the Stoplight icon Caution Clicking the yellow light while on a call will disconnect the call End your call before clicking the yellow light 34 40 400 00066 Rev D OfficeLink User s Manual To enter Not Ready mode e When you are finished with the call click the yellow light on the Stoplight icon The Stoplight icon turns yellow and you go into Not Ready mode i Note The Stoplight icon is not displayed if it is disabled in the Advanced Options dialog box If you are logged in to the ACD with a Continuous connection and your voice connection is lost for
56. ink log out by entering the Logout command the default is on your phone s keypad 2 Hang up your phone Pick up your phone to get dial tone 4 Dial 9 1 1 or your local emergency number 40 400 00066 Rev D 45 OfficeLink User s Manual Handling Calls Using AutoClient When using AutoClient you can do any of the following e End your active call by hanging up your physical desk phone When a new incoming call is received your physical phone will ring Or you can end your call by pressing the Hang Up AutoClient command the default is 0 on your phone s keypad Calls will come through automatically preceded by a zip tone e Make calls on any of your enabled lines e Select and release a specific line e Use the hold transfer conference and mute call control functions e Be reminded of the AutoClient commands by entering the Help AutoClient command You can stop the recording at any time by pressing While you are using AutoClient you will receive some feedback For example after you have entered a command correctly you will hear a confirmation tone If you enter a command incorrectly you will hear an error message If you enter a command incorrectly try re entering the command again Alert Tones If your system administrator has enabled Auto Status alert tones you will hear special tones to let you know that you have voice mail waiting a call on hold or a new call e Voice Mail Waiting When you hear
57. launch OfficeLink you are immediately logged in You may be set up for using VoIP instead of your desk phone which means that you should make calls using a headset connected to your PC You log in the same way as when you use a desk phone except that you do not use a desk phone at all see Using VoIP on page 13 Logging in to the ACD 10 Before you can begin taking ACD calls you must first log in to the server and the To log in to the ACD 1 On the OfficeLink toolbar click the red or blue Key icon If the toolbar is not displayed see Starting OfficeLink on page 7 If the Key icon is green you are already logged in to the ACD Click the Log in ACD button If the Key icon was red it turns blue indicating that you are logged in to the server If you use a Phone not VoIP connection and OfficeLink does not have a callback number for you enter your callback number when requested If your desk phone rings pick up the handset The Telephone icon turns green indicating the connection to the server is made If your desk phone does not ring and the Telephone icon turns blue you have a Per Call voice connection Do not take your desk phone off hook 40 400 00066 Rev D OfficeLink User s Manual until it rings The server will not call you back until you receive an incoming call or make an outgoing call 4 The server logs you in to the ACD and the Key icon turns green 5 Set the Stoplight icon to indicate you
58. layed in the OfficeLink toolbar and as a Windows system tray icon To alter your status click the icon to make it change color Available you are available to take calls Wrap Up you are temporarily unavailable to take calls Unavailable you are not available to take calls The one lamp Stoplight icon in the system tray see Figure 10 can also change your availability to the ACD queue ce ee EEDE 9424M Figure 10 The One Lamp ACD Stoplight in the System Tray Double clicking the icon changes your ACD status as follows e Ifthe icon is green double clicking changes it to red e Ifthe icon is yellow or red double clicking changes it to green You can also change your status or log in or out of the ACD by right clicking the system tray icon to display a shortcut menu see Figure 11 40 400 00066 Rev D OfficeLink User s Manual Available Green Wrap Up Yellow Unavailable Red Login ACD Logout ACD Figure 11 System Tray Stoplight Icon Shortcut Menu Analog Notes The Stoplight icon is not displayed if it is disabled in the Advanced Options dialog box Using the Stoplight icon is the same as dialing DTMF codes to change your ACD status Verify your ACD status by listening to audible prompts Analog Wrap Up ACD Mode The Wrap Up mode allows you time after a call to complete call related work before you take another call When you are in Wrap Up mode you do not receive calls from the ACD queue
59. ld depend on the configuration of your company s phone system The above steps are appropriate for most systems If you encounter difficulties contact your system administrator 20 40 400 00066 Rev D OfficeLink User s Manual Transferring a Call The steps required to transfer a call depend on your type of phone system Analog NEC or Siemens System Call Transferrin You can make unsupervised call transfers or supervised call transfers Note The steps required to transfer a call depend on the configuration of your company s phone system The steps below are appropriate for most systems If you encounter difficulties contact your system administrator To transfer a call unsupervised 1 Click the Transfer button 2 Enter the number of the person you want to transfer the caller to 3 Click the Telephone icon The caller is automatically transferred To transfer a call supervised 1 Click the Transfer button 2 Enter the number of the person you want to transfer the caller to 3 When you connect to the call recipient stay on the line to announce the call 4 Click the Telephone icon to send the call to the recipient To cancel the transfer attempt e For Siemens 9005 systems if the person you want to transfer to does not answer the phone is still ringing connect to the original call again by clicking the Connect button If the person answers does not accept the transfer and hangs up connect to the original
60. may want a Per Call setup A specific wav file on your hard drive can be selected for each OfficeLink phone line When a call is received your PC plays the selected sound file 40 400 00066 Rev D DTMF Fallback Server Feature Keys Forced Disconnect Function Keys IP Address LDAP Log In Login Logout Entries Off hook Off hook OfficeLink On hook PBX POTS PSTN Release 40 400 00066 Rev D OfficeLink User s Manual Dual tone multi frequency The tones used for touchtone dialing A secondary server that you can connect to in case your regular server is unavailable The OfficeLink dial pad contains 18 customizable feature keys that are mapped to specific telephone functions The key labels and functions are set by the system administrator at the server A hang up function used automatically by a phone switch when a calling party fails to hang up after a call Six buttons in the middle of the OfficeLink dial pad These buttons perform basic call modifications such as Hold Mute and Transfer The unique identifying number that a computer uses on the internet and identifying number for the server on a network Lightweight directory access protocol To make a computer system or network recognize you so that you can begin a computer session These are the phone dialing codes you use to log in and out of the ACD They must be entered in the Options dialog box or you cannot access your ACD
61. nce add on attempt e Connect to the original caller again by clicking the Connect button To leave the conference call e Click the Release button Muting a Call When you don t want your caller to hear audio from your handset for example you have to cough use the Mute button You will still hear the caller but the caller will not hear you To mute a call 1 Click the Mute button The light next to the button turns red 2 When you are ready to talk to the caller click the Mute button again The light next to the button turns gray Switching Phone Lines The Line icons indicate the status of each phone line A green dot shows the line that is currently in use A gray dot indicates a phone line that is available You can click a flashing Line icon to accept an incoming phone call If you have more than one Line icon you can make calls when you already have someone on a line 40 400 00066 Rev D 23 OfficeLink User s Manual To make a call when you already have someone on a line 1 Put your caller on hold by clicking the Hold button 2 To switch to another line click a Line icon with a gray dot Using Speed Dial Use Speed Dial to automatically dial a number you call frequently To call using Speed Dial 1 Click the Speed Dial button on the OfficeLink dial pad The Speed Dial button pad appears 2 Click the appropriate tab to display the speed dial you want to use 3 Click the button with the name of the pe
62. nd Setnigs es cecisics di caste heeeigeentacteiitewadaahoGe iik 39 Using the Telephone Book si9 43 died t slealsempas iacekdo ada Uae i i i 39 Opening the Telephone Book 25 c0 ensue carck elise etceseicnnravidins 39 PANTS A Persom cer ac ceau sence vi eect aa saben seedunnae e a i i causation 41 Dialihgo ia enie a a AA EO OATES 42 Getting Current Telephone Book Information ssssessesessesseesesseseesesse 42 Usmo A toClienteeeat aa E a a E E AA 43 Accessing AutoClient sriisis niontennin iin e e a teensy 44 Auto Access to AutoClient sesseseseeseesesseseesesseseesseseesesseseesessesees 44 Manual Switch to AutoClient Mode ee eeeeceseceteeneeeeeeeeeeeeeaees 44 iv 40 400 00066 Rev D Table of Contents Dial In Access to AutoClient cccccccccscessecstecesecseeeeeseeenseenseesenes 45 Making an Emergency Call When Using AutoClient ce eeeeeeereees 45 Handling Calls Using AutoClient 0 cece ecccecescceseceeeeeeseecsseceteeeeeeeenees 46 Alert Tone Sehir a tine e Made tna t ed noegeau ulate 46 AutoClient Commands os scc ccsasecctesiis Mastinetsauoeeeagh testes Gasetoess 46 Handling ACD Calls Using AutoClient 0 ccc ceccccccceceeseeesseestecnteeeeees 47 Default AutoClient Commands i243 Acn6niactkaiee cee Acetiwsansed 47 Confiourinis OfficeLi k sceniniai ia a ain vce atte 48 SS CEM Options ess hosed ech dae a AA eros dena Nae r esa tes edits dare 48 Show Dial Pade e ok soe ot hue oo cantante car
63. ne number s are displayed in the list box in the Telephone Book dialog box 40 400 00066 Rev D 41 OfficeLink User s Manual Dialing When a contact s name and phone number are highlighted in the Telephone Book list box you can dial it quickly by e Double clicking the contact or e Selecting Dial on the Contact menu Note If the number is not dialed correctly contact your system administrator for information about special dialing rules for your company s system Getting Current Telephone Book Information When using the OfficeLink telephone book you can make sure you have the latest contact information from your company s phone directory Depending on your settings in Advanced Options your Telephone Book may be reloaded automatically every time you open the telephone book or you may be set up to download the phone directory once and then only upon your command Or you may be set up for Search Only access Search only access means that you can send queries to your company s phone directory but you cannot download the directory to your computer Only the result of your query is displayed in the Telephone Book list box Using Search Only access ensures that you always have up to date information If you have Search Only access to your company s phone directory you do not need to update or reload If you do not have Search Only access you can update or reload your telephone book at any time When you update your telephone b
64. ne system by your system administrator To display the dial pad click the Down i button next to the Help icon To display the speed dials click the Speed Dial function key Once opened you can close the 40 400 00066 Rev D 5 OfficeLink User s Manual dial pad by using the Up BE button To close the speed dials click its Close button Figure 2 shows a typical OfficeLink toolbar with the dial pad and speed dials opened FE OfficeLink User ID Tia Johnson Ext 2686 Current Profile atTeltoneBothell 3 f Q Conference d p L Q Time Redial LN Speed Dial Call Displa s f f f Camp f f f Send Calls f 1 John Mike Bilvvissa OLTechSupp 11 16 DeanBrNata 12 17 Eric 22 ste reserv T Johster Py CindyCell PA Meissk EE 24 Jo Mike cot J cose ArnieKos 10 CindyExt Figure 2 Typical OfficeLink Dial Pad and Speed Dials Feature Keys Your dial pad s 18 feature keys perform specific functions such as Redial Directory Lookup etc A feature key may also be set up as a bridged call appearance A bridged call appearance allows OfficeLink to have a line appearance of another user s extension number A bridged call appearance feature key can be used to originate answer and bridge on to calls to or from the other user s extension number The feature keys are configured by your system administrator For details about using your feature keys contact your system administrator
65. o display a shortcut menu see Figure 11 Note The Stoplight icon is not displayed if it is disabled in the Advanced Options dialog box NEC Work ACD Mode The Work mode allows you time after a call to complete call related work before you take another call When you are in Work mode your Stoplight icon is yellow and you do not receive calls from the ACD queue Depending on your ACD your status may automatically change to Work mode when you answer an ACD call Also depending on your ACD Work mode either automatically makes you available a few minutes after you end your call or waits for you to make yourself available by clicking the yellow light on the Stoplight icon To manually enter Work mode e When you are finished with the call click the yellow light on the Stoplight icon The Stoplight icon turns yellow and you go into Work mode 32 40 400 00066 Rev D OfficeLink User s Manual Note The Stoplight icon is not displayed if it is disabled in the Advanced Options dialog box If a light blinks enter your ACD ID or tally break code as appropriate If you are logged in to the ACD with a Continuous connection and your voice connection is lost for example you accidentally hang up your desk phone you are automatically put into Work mode so that the ACD does not send you any more calls When you re establish your voice connection click the yellow light on the Stoplight icon to make yourself available again For
66. on Speed Dial Buttons 20 0 0 ec ceccceceeeseeeteeenteeeteeeeeee 26 Checking Your Voice M l deresini inia E EREET wields 26 Changing Your ACD Status s seeeseeeseeseeseesseesseseessessesrrssestessesersstessessrssressesse 2T PIANOS aeea ena E a a e E e E ate 28 Analog ACD Stoplight sssssesensseeseesessseesesrssseesesrssseessesrrssresseseess 28 Analog Wrap Up ACD Mode ceeccccssecesecesscesseecesecesecseeeeeaeecsaeenes 29 VES N EE E epee 30 Av ya ACD Statuss a n Dass edie eae a 30 Avaya Wrapup After Call Work ACD Mode ce ceeeeseeseereeerees 30 NEC a e E e a a A a 31 NEC ACD Status aiae a A EEE Ata tena TERA 31 NEC Work ACD MGOd6 a kicteciioceuviceerirce ele ucm eon head eae 32 Notele a ees an en ora E Ge a a ener eee 33 Nortel Status isiin a i ai iaai 33 Nortel Not Ready ACD Mode ss snssssnssessesseessesseesseeseesessseessessessresse 34 Semen tye treat a A e A E EE 35 Siemens ACD Stat s inneni iia adi ea idesi ikii 35 Siemens Wrapup After Call Work ACD Mode ssssessessesesseeseee 36 Using the Call Lopi iaka a a a a E Ria 37 AITO a Hint ascce nee anal E A eget tat E A a 38 Monitoring Your Call Statsreicccunaurccutiannatiascdauaneutaddas 38 Looking Up Call Information 0 cc eececcceessceesceceeceeeceeeeeeseecsseeneeneees 38 Keeping Call Log Records ix edsaes sissies ccsessnczsvinsassdstoteatcnes can evsatonuvvedeasvintes 39 Clearing the Call Logon nnii estes oa ei alee ae 39 Log Size a
67. ons let the receiver of the transfer greet the caller in a personal and customized way This transfer method is also called an announced transfer Abbreviation for Transmission Control Protocol Internet Protocol the suite of communications protocols for transmitting data over networks The title bar at the top of the OfficeLink toolbar window displays the OfficeLink icon and name on the left The OfficeLink title bar also displays your user ID extension number and current profile The three buttons on the right are the standard Windows control buttons minimize restore or maximize and close Clicking the Close X button exits the program When you do unsupervised transfers you transfer the caller to someone else without speaking to the receiver of the transfer first This transfer method is also called a blind or unannounced transfer This is a unique name or number that identifies you to the OfficeLink server This ID is provided by your system administrator Do not confuse this ID with your ACD agent ID Your OfficeLink user name or number is not the same as your ACD agent ID 40 400 00066 Rev D VoIP Winsock Zip Tone 40 400 00066 Rev D OfficeLink User s Manual Voice over Internet Protocol Voice traffic is sent as data packets over a packet switched data network versus using PSTN which is circuit based switching Using VoIP you speak into your PC s microphone or headset a program digitizes your voice
68. ook all new or modified contacts are added to your telephone book However contacts that have been deleted from your company s phone directory are not deleted from your telephone book When you reload your telephone book it is completely replaced by the current contacts in your company s phone directory Reloading usually takes longer than updating so you may want to select update or reload based on your current connection method modem cable etc To add new or modified entries to your telephone book e Select Update on the Contact menu To re download your telephone book e Select Reload Telephone Book on the Contact menu 42 40 400 00066 Rev D OfficeLink User s Manual To stop an update or reload e Click the Stop button on the Telephone Book toolbar USING AUTOCLIENT You can use OfficeLink and your company s phone system even without your PC and network connection This mode of operation is called AutoClient When using AutoClient you control your calls with special AutoClient commands that you enter by pressing keys on your phone s keypad Note AutoClient is available only if enabled in Advanced Options AutoClient is useful if e Your connection to your company s network is lost for example because your PC crashes or loses power or there is too much noise on the line The AutoClient option in Advanced Options must be enabled for you to continue handling calls without a network connection e You need to h
69. or if you don t know Auto Answer means that an incoming call is connected without requiring you to do anything You do not have to use the mouse or accelerator keys You hear a zip tone and then the call is connected If your system uses automatic answering a headset or speakerphone is a good idea 16 40 400 00066 Rev D OfficeLink User s Manual Answering a Call Manually Continuous Connection When the Telephone icon is green and you have Auto Answer turned off the Line and Telephone icons flash signaling an incoming call There may also be a computer sound if a ring pattern is selected in Advanced Options With Auto Answer turned off you must answer it manually 1 e with the mouse or accelerator keys To answer the call e Click the flashing Line icon or the Telephone icon on the toolbar The Telephone icon changes to off hook The Line icon stops flashing Answering a Call Manually Per Call Connection When the Telephone icon is blue and you a receive a phone call with Auto Answer disabled your desk phone rings and your OfficeLink toolbar Telephone icon flashes to indicate an incoming call To answer the call 1 After your desk phone rings pick up the handset to establish your voice connection The Telephone icon on the OfficeLink toolbar turns green indicating the connection is established 2 Answer the incoming call by clicking the flashing Line icon or the Telephone icon on the OfficeLink toolbar Th
70. ork site just needs a Windows PC with a network connection and optionally a standard analog telephone If you have a PC and OfficeLink system set up for VoIP Voice over Internet Protocol you don t need a telephone you only need your PC and headset OfficeLink runs on your PC and you use the computer display a soft phone instead of your phone set to perform phone actions such as placing or receiving a call ACD automatic call distributor login and logout mute transfer conference etc For talking with your caller you use your physical phone set or a headset connected to your PC if you are using VoIP INSTALLING OFFICELINK Requirements To use OfficeLink you need a PC with the following Processor Intel Pentium compatible 133 MHz or faster Operating system Microsoft Windows 95 98 Me XP 2000 or Windows NT 4 0 RAM As recommended by Microsoft for your operating system Available disk space 10 MB minimum Display 16 bit color recommended Modem 56k or faster recommended Winsock 1 1 compatible TCP IP Stack At your remote site you will also need two phone lines or channels one for your network connection and one for your voice connections and a physical phone The phone must be connected to the public phone system If you use VoIP only one channel is required but having a network connection and a phone line allows you to fallback to your phone set in case the VoIP voice quality becomes inadequate For be
71. ou are not logged in amp A blue key means you are logged in to the server Yona A green key means that you are logged in to the ACD Logging in to the Server Before you can begin placing or receiving calls you must first log in to the server To log in to the server 1 On the OfficeLink toolbar click the red Key icon If the toolbar is not displayed see Starting OfficeLink on page 7 If the Key icon is not red see Am I Logged In on page 9 40 400 00066 Rev D 9 OfficeLink User s Manual 2 Click the Log in Server button The Key icon turns blue indicating that you are logged in to the server The OfficeLink toolbar now controls your telephone activity instead of your desk phone Do not dial using your desk phone Ifyou use a Phone not VoIP connection and OfficeLink does not have a callback number for you enter your callback number when requested If your desk phone rings pick up the handset The Telephone icon turns green indicating your voice connection to the server is made Keep your phone set off hook until you have finished your phone work and log out If your desk phone does not ring and the Telephone icon turns blue you have a Per Call voice connection Do not take your desk phone off hook until it rings OfficeLink will not call you until you receive an incoming call or make an outgoing call Notes You may be set up for automatic log in to the server which means that when you
72. ou can access the call log only if it has been enabled in Advanced Options or by your system administrator To access the call log right click anywhere on the OfficeLink toolbar or Dial Pad except in the yellow Call Display area of the toolbar and select Call Log The date and time are displayed using the format that is selected in Windows regional settings for date and time Dialing In the History list select a call and click the Dial button or double click a call Note If the number is not dialed correctly contact your system administrator for information about special dialing rules for your company s system Monitoring Your Call Stats The call log keeps statistics regarding calls you have made since you logged in You can monitor your average talk time per call and your call rate in the lower part of the Call Log dialog box Call statistics from previous sessions are not included in the calculations The call log also displays the amount of time in hours and minutes since you logged in Your call rate per hour is a projection until you have been logged in for one hour After you have been logged in for an hour your average call rate per hour is displayed Looking Up Call Information To easily find a caller s name or number you can sort the call log list by one or more columns in ascending or descending order Click a column heading to sort the calls in ascending order click again to reverse the sort Note During a sort
73. ows you to change the accelerator key assignments to make OfficeLink keyboard shortcuts match those of your other work systems Voice Connection Button This button opens a dialog box that allows you to set your voice connection options You can select to use a VoIP connection or a Phone connection If you select VoIP you can make VoIP related settings Profiles Button The settings for each profile include your callback phone number your connection type number of rings and callback attempts and instructions for unanswered callbacks Also included are your preferences for accessing your company s phone directory Telephone Book These settings allow the OfficeLink Telephone Book to access an LDAP directory such as your company s phone directory For more information about the advanced options use your password to open the dialog box and then click the Help button at the bottom of the Advanced Options dialog box or contact your system administrator TROUBLESHOOTING 54 If you encounter problems look through these guidelines for information to help you For additional information contact your system administrator Cannot change my configuration settings If an option appears dimmed it is not available because e You are not allowed to change the option while you are logged in For example you cannot change the server address while you are logged in or e Your system administrator has disabled changing this setting Check
74. r availability When the Key icon is green you are logged in to the server and the ACD The OfficeLink toolbar now controls your telephone activity instead of your desk phone Do not dial using your desk phone Notes If the ACD Login codes are not entered under OfficeLink Options dialog box you cannot connect to the ACD The Log in ACD button is not displayed if it is disabled in the Advanced Options dialog box You may be set up for automatic log in to the ACD which means that when you launch OfficeLink you are immediately logged in You may be set up for using VoIP instead of your desk phone which means that you can make calls using a headset connected to your PC You log in the same way as when you use a desk phone except that you do not use your desk phone at all see Using VoIP on page 13 Logging Out When you are finished receiving calls you should log out of the server and or ACD To log out 1 Make sure you are not on a call 2 Make sure the Stoplight icon on the toolbar indicates that you are not available to take ACD calls 3 Click the Key icon in the OfficeLink toolbar 4 Click the Log out Server or Log out ACD button If you log out of the ACD only you can still place and receive calls through the OfficeLink server Changing Your Login Password You can change your login password when you launch OfficeLink and the login dialog box is displayed 1 Enter your current password in the Passwor
75. rson you want to call The call is automatically placed Configuring Speed Dial Buttons Speed dial allows you to click one button to place and dial a phone number You must configure the speed dial buttons before you can use this feature Before you start configuring speed dials you should know about any special dialing rules for your company s OfficeLink system For example do you need to add a 9 to speed dials for an external number For more information contact your system administrator There are 75 speed dials divided into 3 tabs You can rename the tabs and use them to group your speed dials To rename a tab 1 From the OfficeLink dial pad click the Speed Dial button The Speed Dial button pad appears 2 Click the tab you want to rename and then click the Edit button The Edit Speed Dial Settings dialog box appears 3 Enter the text you want displayed in the tab in the Tab Label field 4 Click OK The new tab label is displayed on the Speed Dial button pad To add a speed dial entry 1 From the OfficeLink dial pad click the Speed Dial button The Speed Dial button pad appears 2 Click the tab where you want to add a speed dial and then click an unassigned speed dial button The Edit Speed Dial Settings dialog box appears as shown in Figure 6 24 40 400 00066 Rev D OfficeLink User s Manual Edit Speed Dial Settings Figure 6 Adding a Speed Dial 3 Enter the name you want assigned to that button
76. ssidne es decdecteateogueniocens 17 Auto Answering a Call Per Call Connection ceeeeereeeeeeees 17 Ends a AU aos ett shale sea ele Seas Saat hans auc aed eedt amc ye A deans 18 Ending a Call with a Continuous Connection Type eeeeeee 18 Ending a Call with a Per Call Connection Type ccceeseeeeeeeeee 18 Ending an ACD Call ssicesistscteshtecepsartactra dete asta sa tu aunty deaese 19 Making aC all aereus aniren a N E A A 19 Dialing by Pasting the Number ss sscisecaitacasesieersdiosdecvauncivcieverdias 20 Putting a Calton Holda irene e a i iia 20 Transferring a Call 224 csh sxdeeasseeni ces nien iae an aa EERS aba ARS 21 40 400 00066 Rev D Table of Contents Analog NEC or Siemens System Call Transferring ce 21 Avaya or Nortel System Call Transferring seseeeseeeeseeseeseesesseee 21 Making a Conference Call s nnssseesseseessseeseeseesseeseesssseessesresseessessrsseesse 22 Analog Avaya or Nortel System Conference Calls 00 0 eeeeeeeees 22 NEC or Siemens 9006 System Conference Calls cceeeeteee 22 Siemens 9005 System Conference Calls ccccccesceeseceeeeeeeeeeees 23 WA Call snnsnniesereesudienrn e a a a a aE 23 Switching Phone Lines sessesseseeseesseseesseossessresrosseesrssresseeserssressessrssees 23 Using Speed Dialis ccrinneden ii e doen a a A a ian 24 Configuring Speed Dial Buttons ssessssssessseeseeseesseesseseesseseeseessee 24 Work Codes
77. such as putting a person on hold Check the following 1 You may have too many other applications open or another application may be using too much system resources Close any other software applications that you have running that you do not need to do your work Check the level of available system resources For Windows 2000 and NT use the Windows Task Manager and select Performance If CPU usage is more than 50 even after closing other applications go to the next step For other versions of Windows use the Control Panel and select System and then Performance If system resources are less than 50 even after closing other applications go to the next step Exit OfficeLink reboot the PC and then follow the steps in Logging In on page 8 If the response time does not change continue to the next step 40 400 00066 Rev D OfficeLink User s Manual 3 If OfficeLink continues to respond slowly contact your system administrator and explain the situation There may be a problem with the company network or with the OfficeLink server Receiving calls during log out When you are finished with your work you should exit from OfficeLink To prevent you from receiving a call from the ACD during log out you need to complete one important step before logging out Do the following e When you no longer want to receive calls from the ACD queue you should change the Stoplight icon to indicate to the server that you are not
78. system your ACD status may automatically change to Unavailable if you do not answer a call For more information contact your system administrator Default AutoClient Commands The following commands are provided when OfficeLink is installed however your system administrator may have added more commands or changed the default ones to better suit the needs of your work environment If you use AutoClient be sure to contact your system administrator for the current AutoClient commands In general use the commands in the same way you use the corresponding buttons and icons on the OfficeLink toolbar and dial pad Enter the commands using your phone s keypad To Press Dial a number 1 enter number Transfer waar Conference 3 Hold 55 Restore a held call 58 Select Line 1 51 Select Line 2 see note 52 Select Line 3 see note 53 Select Line 4 see note 54 Release the active line EROT Mute eT End a call hang up 0 Make a call call pick up go off hook NR Get current status 98 Log out of OfficeLink server Log in to ACD 41 Log out of ACD 40 40 400 00066 Rev D 47 OfficeLink User s Manual To Press Change ACD status to ready to take calls 44 green stoplight Change ACD status to not ready to take calls 45 yellow stoplight Change ACD status to unavailable to take calls 46 red stoplight Help a recording of the default commands is 99 played Note Selec
79. t Line 2 3 and 4 commands are not available for analog phone systems CONFIGURING OFFICELINK Setting Options 48 The Options dialog box is used to enter important network information and to control certain features You can select different settings to make OfficeLink function more like your desk phone To open the Options dialog box see Figure 16 click the Options icon on the OfficeLink toolbar 40 400 00066 Rev D OfficeLink User s Manual Figure 16 The Options Dialog Box If an option appears dimmed it is not available either because you cannot change the option while you are logged in or because your system administrator has disabled changing this setting Show Dial Pad Check the box if you want OfficeLink to display the OfficeLink dial pad automatically when you log on to the OfficeLink server If you select Show Dial Pad the dial pad is also automatically displayed whenever you answer an incoming call The OfficeLink dial pad is also controlled by clicking the Ei Up or Down button on the toolbar Automatic Appearance on Incoming Call This check box determines how the OfficeLink Client toolbar behaves when an incoming call is received For Windows 95 and NT 4 0 selecting this check box makes the toolbar pop up in front of all other application windows 40 400 00066 Rev D 49 OfficeLink User s Manual For other versions of Windows selecting this check box makes the Client button on the Windo
80. tall the upgrade All your customized settings will be automatically saved To check your OfficeLink version click the Options icon Then click the About button The About button in the Options dialog box opens a dialog box that displays the program name version number and copyright information GETTING STARTED The OfficeLink Display The OfficeLink standard display has three parts toolbar dial pad and speed dial When you have launched OfficeLink the toolbar is displayed Before logging in to the server you can click the Help icon to display the Help topics You can also open the Options dialog box and display the shortcut menu When you have logged in to the OfficeLink server the dial pad and speed dial button pad can be displayed In all areas of the OfficeLink display tooltips are available Let your mouse hover over an icon or button to see the name of its function and its current keyboard shortcut Using the keyboard shortcuts can greatly increase speed and efficiency The OfficeLink Toolbar The OfficeLink toolbar is your soft phone for quickly handling phone calls while connected to your company s phone system Figure 1 shows a typical OfficeLink toolbar 40 400 00066 Rev D 3 OfficeLink User s Manual OfficeLink User ID Tia Johnson Ext 2686 Current Profile atTeltoneBothell Figure 1 Typical OfficeLink Toolbar To control your phone or to access features click the appropriate icon on the toolbar
81. tter voice quality you will also need a headset with a 40 400 00066 Rev D 1 OfficeLink User s Manual microphone to plug into your PC Using your PC s built in microphone and speakers is usually not recommended If you are using VoIP see Voice over IP Setup on page 3 for further requirements You can install OfficeLink directly from the OfficeLink CD It can also be installed from a network or hard drive file location Installation Instructions The installation of OfficeLink takes only a few minutes To install OfficeLink from the OfficeLink CD 1 2 Insert the OfficeLink CD into the appropriate drive From the My Computer icon or Windows Explorer click the drive and open the Client folder Then open the appropriate language Client folder for example EnglishClient Double click the ClientInstall exe file the file name may vary depending on language When prompted enter your User ID and the OfficeLink server IP address If you do not know what to enter contact your system administrator 6 Continue through the installation clicking Next when prompted 7 Click Finish to complete the installation To install OfficeLink over a network or from your hard drive 1 Find the OfficeLink appropriate language Client installation folder on your company network Your system administrator should give this information to you or Find the ClientInstall exe file the file name may vary depending on
82. ur telephone network does not support Forced Disconnect When you end a call any calls on hold will continue to be held Note If your Telephone icon is blue and you have a call on hold make sure you hang up your desk phone before you restore the held call Ending an ACD Call When you have completed an ACD call you can either end the call and be available for another call or go into Not Ready Wrapup After Call Work status While you are in this status the ACD will not dispatch new calls to you For more information see Changing Your ACD Status on page 27 Making a Call When the Telephone icon is green 1 Click the Telephone icon or one of the Line icons If you have a bridged line appearance feature key you can also make a call from the bridged number by clicking the feature key The Telephone icon changes to off hook 2 Listen for a dial tone 3 Click the numbers you wish to dial using the OfficeLink dial pad or Type the number using your computer keyboard When the Telephone icon is blue 1 Click the Line or Telephone icon on the toolbar 2 The server calls you to establish a voice connection Your desk phone rings 3 Pick up your desk phone handset to establish a voice connection to the server The Telephone icon changes to green and is off hook 4 Enter the number you want to call using the OfficeLink dial pad or your keyboard 40 400 00066 Rev D 19 OfficeLink User s Manual If you mis key a
83. vanced Options dialog box User ID This is a unique name or number that identifies you to the OfficeLink server This ID is provided by your system administrator Do not confuse this ID with your ACD agent ID Your OfficeLink user name or number is not the same as your ACD agent ID Network Server and Port Number These entries allow OfficeLink to recognize your network connection You can change the server address only if Edit Server Name Address is enabled in Advanced Options You cannot change the Port Number Error Detection These settings allow network error checking so that you are alerted when your connection to the server is lost during your phone activities Configuration Options Allows the OfficeLink toolbar and settings to be customized Line Configuration Button This button opens a dialog box that allows you to select the default line to be used for outbound calls You can also enable automatic answering and distinctive ringing for one or more phone lines Security Button Security Button This button opens a dialog box that allows you to set certain network security features You can also change your Advanced Options password Call Log Button This button opens a dialog box that allows you to enable or disable your call log and set the total number of calls that can be stored in the call log 40 400 00066 Rev D 53 OfficeLink User s Manual Accelerator Key Assignments This button opens a dialog box that all
84. ws task bar flash For all versions of Windows if the Client toolbar is minimized selecting this check box makes the Client toolbar automatically maximize and pop up in front of other windows Beep on Dial Check the box if you want audible feedback beeps from your computer when you dial numbers using either your keyboard or the OfficeLink keypad Enable Voice Mail System Tray Notification When you have voice mail OfficeLink can display the Voice Mail icon in the Windows system tray Using a voice mail system tray icon you can check your voice mail while OfficeLink is minimized This allows you to leave customer information windows and other programs open and not miss any voice mail messages Notes To display the Voice Mail system tray icon make sure the Voice Mail button is enabled in the Advanced Options dialog box Toolbar Position Select the location where you want the toolbar to appear on your computer display At startup the OfficeLink toolbar is displayed at the top or bottom edge of your computer screen Selecting Top or Bottom determines the toolbar s initial location Select Always on Top if you want the toolbar to remain in front of other applications on your computer screen Stoplight System Tray Icon OfficeLink can duplicate the display of the ACD Stoplight icon in the Windows system tray as a single light One Lamp or as the complete ACD Stoplight icon Three Lamp Using an ACD system tray icon you can

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