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IPedge IP Telephone, Message and Call Manager User

1. aa O t 69 O amp 5 URL http fuwww toshiba com tai products prod_biz jsp x A Leading Innovation gt gt gt United States gt TOSHIBA WORLDWIDE gt TOSHIBA AMERICA B Products p Services amp Support E About Us H Social Responsibility p News p Careers Toshiba Business Products Consumer Producte Products Xario Ultrasound ri is Computers amp Accessories What haa the action E Xario delivers premium Semiconductors amp Electronic multi specialty performance Components in a compact mobile system gt Surveillance amp Industrial Find Out More gt gt Cameras gt LED Display Systems Gata gt Professional LCD and DLP a Products CMOS Image Sensors gt Retail Electronics Chip Scale Camera Modules Office Solutions CMOS Image Sensor Insights Medical Imaging Articles Tre Ls Tips 08 gt Broadcasting Systems A mr A Think Business Think VoIP Think Toshiba Toshiba y oeni i lt Mm gt 300 Click the setup icon to set Home URL and the tools to display in the toolbar home stop refresh go back go forward URL Browser Setup Home URL http www toshiba com tai americas Optional Toolbar Menu Refresh URL Stop Y Forward TOSHIBA IPedge UG 01 13 IPedge Using Companion Applications Soft phone As a license option Call Manager can have the VoIP softphone option If that option is activated the user can use all of Fixed button
2. Fields Description IP address SoftIPT tries to connect to the IPedge using the following addresses e Primary IPedge server IP address e Secondary lPedge server IP address Notes If Broadcast is selected SoftIPT tries to search for the IP address by sending broadcast messages SoftIPT skips the Primary IP address or the Secondary one if it is not set In either case if SoftIPT successfully connects the IP address is shown in the Connected IP Address field See your System Administrator for IP address of the IPedge system If Broadcast is selected the broadcast message is sent on the same subnet which means SoftIPT can connect to the IPedge on the same subnet using Broadcast mode without designating the IPedge IP address However in some PC environments SoftIPT cannot complete this broadcast registration sequence because the lower network module does not notify SoftIPT through Windows of receiving a reply message after sending a broadcast message Therefore Toshiba recommends using Manual mode if SoftIPT cannot find the IPedge by Broadcast Network If there are multiple network adapters select the one for SoftIPT Automatic startup Check this box to automatically startup SoftIPT after starting your PC Note If Automatic startup is unchecked and SoftIPT continues to start up use the MSCONFIG utility screen gt Startup tab and uncheck Toshiba SoftIPT Consult your System Administrator on
3. 2 Announce the call and hang up to transfer 3 This station now becomes the conference master and may add delete parties To initiate a conference call on SIP Station telephones 1 While on a call press the Conf key The held party will hear system music on hold 2 Dial a station or make an outgoing call press the Swap soft key to alternate between the two parties 3 While talking to one party press the Conf key to join the calls Only the conference master may place a conference call on hold by pressing Hold once or twice for Executive Hold The other parties may continue with the conference Music on Hold is disabled and the line extension LED flashes green Rejoin the conference at any time by pressing the extension button Conference master status is retained through this process This feature allows you to place a call on hold then dial another station or outgoing line to consult 1 While on a call press the Conf soft key The held party will hear system music on hold 2 Dial a station or make an outgoing call 3 Press the Swap soft key to alternate between the two parties While talking to any party press the End key to disconnect the call The conference master may add voice mail to a conference This feature enables participants in a conference to listen to or leave a voice mail message during a conference call 1 Press Cnf Trn to place the current call on Consultation Hold 2 Dial the voice mail VM
4. 22 6 FB3 LED Off Normal sensitivity 7 Press Hold to set the option 8 Go off hook then on hook to exit the program mode When making or receiving calls on your IP5000 series telephone you may experience one or more of the following call features depending on how your telephone is configured Line is synonymous with trunk which is the line that connects you to the PSTN Public Switched Telephone Network Line can be a button on your telephone set designated for outgoing calls your DN button followed by dialing 9 Automatic Line Selection ALS ALS is engaged on outgoing calls Lift the handset or press Spkr to hear dial tone the steady green Line LED indicates ALS in enabled The second line of the LCD will display the method of dialing available followed by the digits dialed Ringing Line Preference Answer any incoming call by lifting the handset or pressing Spkr There is no need to press the ringing line button to answer the call when ringing line preference is enabled Tone First Signaling Internal incoming calls only telephone rings in standard ring tone lift handset or press Spkr to answer call Voice First Signaling Internal incoming calls only a long tone is heard followed by the caller s voice this will automatically engage the Spkr to allow for hands free communications Lift the handset if desired for privacy When Voice First Signaling is enabled the telephone does not ring on inte
5. Actions to Take Immediate Action Message ON Delayed Action in Seconds n The second rule will trigger only when the Appointment sends an indication of the Appointment be set to a Free status The action is to turn off the DSS message Add Change Handler Rule Rule Name Clear message Trigger On Outlook Calendar Appointment Trigges if Calendar Status Free Event Importance Any Subject Any r Actions to Take Immediate Action fF Delayed Action in Seconds e Export Rule The main thing is to ensure that the PCH rule to Clear DSS Message must follow Set DSS Message If not the Set DSS Message triggers on any Calendar Status including Free and the clear command would be followed by a command to set the message thus the message would never clear The final set of PCH rules should be in the order of items 3 and 4 in the PCH Rules screen TOSHIBA IPedge UG 01 13 Using Companion Applications 17 Contacts Sorting Entries Searching Entries The Contacts companion application tab has Directories Presence status and Speed Dial combined The Contacts tab lists current phone directories Phone directories will include Directory created by default and any personal directories that you create Click on a column header to sort the entries using that column Click the same column header again to reve
6. Dial Area Code Plus the Number Check the box when the home area code is also to be dialed TOSHIBA 141 IPedge Preferences Calling Outside My Home Any calls outside your Home Area Code LOCAL calls Select either Area Code None or Only Calls to These Area Office Codes 142 e Local Area Office Codes This entry is only presented when you chose Only Call to These Area Office Codes in the previous step The pull down listing shows the codes area code plus prefix codes that are considered to be a local call from your location Click the C button to display the Change Dial Rules screen To Add Local Area Prefix Codes Enter the six digit area prefix code and click Add The wild card character can be entered at the end of a prefix code entry to represent a range of codes For example 602 would represent all prefix codes in area code 602 To Delete Local Area Prefix Codes Highlight a prefix entry and click Delete button The delete button removes the entire entry from the list thus if the entry has a wild card then it removes all codes represented by the wild card To Delete a Specific Area Prefix Code To delete one prefix code that is part of a range of codes entered using a wild card character enter the prefix code to be considered not local in the Long Distance box and click Add e For Long Distance Calls add 1 Check the box when you need to have a leading one 1 added when
7. History A Retrospect Catalogs gt File name jm Contacts txt x My Network 4 Places Save as type Text Tab delimited txt Cancel IPedge Using Companion Applications with at least two columns Name and Phone number as shown in the following example El Microsoft Excel Book2 0 x File Edit View Insert Format Tools Data Window Help 181 x Phone Account 4904969040 3 ABC inteconnect 505 555 1234 10072 4 Jones Phones 212 451 1111 20908 402 661 2467 10072 R S a 4 Then simply use Save As and save the file as a Text Tab delimited file as shown in the following window Note The CSV comma delimited format can also be used 2x My Documents Desktop Y Favorites Then in windows explorer simple drag this file into the power dialer window and all the contacts will be immediately added to the power dialer list of calls Note Alternatively if you save this file from MS Excel directly into the PDimport sub folder of Call Manager the entries will be automatically imported into the power dialer TOSHIBA 249 IPedge Using Companion Applications Drag and Drop Other files Any program that can export contacts into a tab delimited or comma delimited text file format can operate with the Dialer Similar to the MS Excel file those files can then be dragged dropped or automatically imported into the
8. These are another type of rule file that is imported only at initial startup of the program or when the compiled rules file AGT_PHN RUL is not found at startup These types of files allow you to design a rule export it rename as needed and then copy the exported file to all PCs that need that rule These are also useful to overcome a user accidentally deleting a rule since exiting and restarting Call Manager will restore that rule TOSHIBA Using Microsoft Outlook 16 Dialing from within When Outlook Phone Link has been installed a Phone Icon will appear on Outlook your Outlook main Tool bar Then when you are in any Outlook Contacts folder and you have a contact highlighted you can press this button to dial A dialing screen will pop up showing each of the phone numbers available for that contact Simply select the appropriate phone number and press the Call button to place the call Note Please refer to the on line help file in Outlook Phone Link for available dialing options When the call is being dialed in Call Manager the name from the Contact will be automatically attached to the phone call for display on the LCD the Call Key SMDR etc Incoming Calls Using the Personal Call Handler you can set up a rule s to automatically run the Lookup In Outlook action This action will then lookup the phone number in Outlook and depending on how your action is configured will pop open a Contact and or a Journal
9. When the caller information is provided from a station it is indicated at a destination station IPT or attendant console The caller information displays at the relevant station even when the destination differs from the original destination due to transfer or Call Forward On the line where the caller information is not provided temporarily or it is not provided originally LN xxx will display Automatic Number Identification ANI CLASS Calling Line Identification Presentation CLIP and Calling Name Identification CNIP are the services used to send the caller number from a public telephone network 1 When your station is idle press the Caller ID button The Caller ID LED lights green and the latest record displays 2 Use the soft keys Next Prev Call or Exit Note Caller ID is displayed when a call is first answered and displays for the first 15 seconds of the telephone call Conference calling using an IP5000 Series telephone allows up to eight parties to join together on a conference call The party initiating the conference call is known as the conference master If the conference master exits the conference the first station added to the conference becomes the master The maximum number of participants on a conference call is eight including the conference master The actual number of conference parties with acceptable volume levels depends on local and distant telephone line conditions Some mod
10. e System PBX Command Select from the list of available commands and edit the variable values shown in quotation marks as needed The commands available are as follows ANSWER CONFERENCE DIALxxxxx Where xxxxx is the number to be dialed Digits 0 9 A is a pause and is a hook flash Parenthesis semi colons dashes and spaces are ignored thus 480 496 9040 can be entered HANGUP HOLD MODIFYCALL Recommend using Modify Call Information or Field Value Attach Acct Code action TRANSFER Recommend using Transfer Call action Recording Option When Recording is active on Call Manager RECORD RECORDBKMAKR Substitute your bookmark text for Text Text RECORDSTOP ACD Option When ACD is available on some PBXs ACD HELP ACD PU SET WORKUNITS 180 TOSHIBA IPedge UG 01 13 IPedge Actions Transfer Call This action causes the active call to be transferred to another phone directly to a specific Voice mailbox or to an outside phone number e g 9 4969040 View Change User Defined Actions eer Action Count 33 Play wave Name Transfer g External browse B Internal browser Extra Call Info arena Transfer 1000 Run Keyboard macro Mailbox Number Lunch message Forwarding all PBX Transfer E Type Transfer Call r Additional Setimgs Transfer To Enter an extension number or outside number to be cal
11. for calls to from any name including blank names Use the Starting with option to limit the search to calls with a specific name Enter an entire name Jack Jones or just the first part of a name Jac The name search is NOT case sensitive e Account Codes Choose All for calls with any or no account code Use the Starting with option to limit the search to calls matching or starting with a specific account code For example 123 returns calls with account codes 123 and 123xxx 258 TOSHIBA IPedge Using Companion Applications 3 Press the Search button to find the calls on the current page that match ALL of the selected options Call History will update the Calls counter and Call Display area on the main screen 4 Call History Filters xj Dates Call Direction gt all Today In amp Out C Last 12 days In Only Since 2 10 2005 C Out Only Phone Numbers all Matching 480 Names all Starting with a Account Codes 6 All Starting with Search Clear Fiters Cancel e Search Button Finds the calls on the current page that match ALL of the selected filtering options Clear Filters Button Resets all filters to Off Press Search to re load all Call History record Or select new filter settings and start a new Filter search e Cancel Button Closes the filters screen with no update
12. ACD Help Request i Your Help request has been accepted Okay If the supervisor denies your request you will receive a rejection notification ACD Help Request O Your Help request has been rejected Okay If a supervisor or supervisors do not respond to your request you will see the following ACD Help Request Chat IPedge UG 01 13 3 Presently no supervisors are available to provide help Okay The Call Manager Chat program allows Call Manager users connected to the Net Server to interactively have chat conversations This is an integrated text messaging function that lets you communicate with other Call Manager users using text messaging calls even while you re busy on the phone This program works as a companion program with Call Manager to allow workers in the enterprise to communicate using real time text based communications with others Using Call Manager Chat you can have individual conversations with anyone else on the sever with the same feature installed Chat can also be used to send a broadcast message to an individual or to an entire group A broadcast message is a one time message that will appear on the recipient s Chat window TOSHIBA 223 IPedge Using Companion Applications Chat Operation Using Chat Messaging The primary function of Call Manager Chat is to allow you to place and receive chat calls and conduct one on one chat conversations with other chat users in your company C
13. Enable the Action button and select the Action to be performed when the button is pressed Optionally the label can be changed to meet your needs TOSHIBA 139 IPedge Preferences Defining a Local Dialing 140 Plan Each area of the US uses a different set of rules for determining which calls are local calls or long distance For your area a good source for determining how to define your dialing plan use the opening pages of your phone book These pages generally define how to dial different areas and provide a listing of prefix codes for the local calling areas Three typical examples are 1 Phoenix AZ all calls within the 602 480 and 623 area codes are considered to be local calls while all calls outside those area codes are considered long distance 2 Santa Fe NM calls to some office codes within the 505 area code are considered to be local calls while other calls to the 505 area code are considered long distance 3 Atlanta GA all calls to area codes 770 are considered to be local calls while some calls to the 404 and 678 area codes are also considered to be local calls If you chose to use the Local Dialing Plan you need to create a dialing plan If you chose SERVER Dial Plan then you should check with your System Administrator if you have questions Setup Dialing Plan x Calling Within My Home Area Code My Home Area Codeis 714 LOCAL calls
14. For details see Before You Begin on Page 86 Follow the steps outlined below to set up your device for the first time Enter the following information on the login screen e Voicemail IP Address e Mailbox Number normally your extension number e Voicemail Password TOSHIBA 87 IPedge IPMobility Application Enter the following information to access your voicemail box IP Address of Voicemail Mailbox Number Voicemail Password Tap Enter 2 Ifa warning dialog appears saying Certificate not trusted select Allow OK 3 Once you are logged in to IPMobility tap the My Info tab on the lower right Greeting Management gt Change Name Change Password Default Location Do Not Disturb Logout Setup Wizard Settings gt About IPMobility gt 4 Scroll down and tap Settings 5 On the Settings screen enter your mobile Phone Number and the Direct Inward Dialing DID number in the fields highlighted in red 88 TOSHIBA IPedge UG 01 13 IPedge IPMobility Application Note If not already provided to you see your system administrator for the DID number Phone Number DID Number Dial using Callback Dial using Call thru Y Call thru Send Mailbox 6 Tap to select Dial Using callback or Dial Using Call thru e Dial Using callback will require the user to confirm each incoming or outgoing call by pressing 1 or Dial Using Call thru will automatically make the call without any use
15. IPedge Preferences Dial same as User Dialed With this option selected outside phone numbers will be dialed exactly how the user dialed them unchanged by Call Manager Use Local Dial Plan When this option is selected the user dials an outside phone number the number will be analyzed according the dial plan and the number will be automatically modified add 1 for Long distance etc before Call Manager dials it Use the Change Plan button to view and or change the settings of the dial plan Use SERVER Dial Plan When this option is selected the dial plan that is configured on the NET Server will be used as the dial plan You can press the Check Plan button to bring up the Server Dial Plan Tester screen that allows you to enter a Test Phone Number and see how it will be dialed It is the responsibility of the System Administrator to setup and maintain the server dial plan Pa j a9 Server Dial Plan Tester Test a Phone Number 714 555 1212 Tesi Result Phone Number 17145551212 e Information Not Home AC LD Call When the Dialer option is installed two action buttons can be defined for use with the Dialer These user defined buttons can appear on both the Ready to Dial and the Results screens used with the Dialer Ready to Dial Enable the Action button and select the Action to be performed when the button is pressed Optionally the label can be changed to meet your needs Call Results
16. Interval Rates Your Station Green Other Station Red Extension In Use access outside line 2 seconds On 1 8 second Off 1 8 second On Off steady Incoming Call while ringing 1 second on at 10 pulses sec ond 1 second Off one second On Off Hold outside line if using Pooled Line Grp the hold indication is only at the station that places the call on hold 4 pulses second for 1 8 second On Off 1 2 second On Off Hold Consultation during consultation transfer to 10 pulses second steady another station Hold Exclusive outside line 10 pulses second steady when held call recalls your idle 1 second at 2 pulses second flashes Hold Recall A station 1 second at 10 pulses second Hold Exclusive 1 second at 2 pulses second steady Recall Exclusive Recall 1 second at 10 pulses second Internal Call while station ringing Your extension button flashes 10 pulses second 1 second Off SDN red flashing or green ringing Busy Station outside call transferred to your busy station from a designated 4 pulses second 1 8 second On Off 3 4 second on 1 8 second Off Transfer station or After disconnecting first call 10 pulses second 2 pulses second Conference Conference call 10 pulses second steady 28 TOSHIBA SoftIPT SoftIPT Icons The SoftIPT is a software phone client that runs on appropriately equip
17. Setup Key E Sample _ Back Color Key Label _ Text Color _ Default Colors Action lt None gt X Save Cancel Initialize Sample Displays the appearance of the following selections e Key Label Type a label for the key e Back Color Choose the color of the key e Text Color Choose the text color to use for the key label e Default Colors Pressing this button will reset the colors of the key and text to the default for the skin used Action Choose an action to be performed This selection will open additional settings corresponding to that action See the settings below for the different possible actions TOSHIBA 159 IPedge Buttons 160 Speed Dial Keys Creates a speed dial key for one button dialing Call Manager automatically inserts the Trunk Access Code when a Dial Plan has been specified making it unnecessary to enter this code in the speed dial number Speed Dial numbers can be any number 0 9 and and digits You can include commas to insert a 2 second pause in the dial string e g setting up a key to call V mail x2502 and logon to a mailbox 1000 with password 12345 then enter 2502 1000 12345 You can also include an X character in a phone number string to have the dialing stop at that point and queue up the rest of the number in the dial buffer The user can listen to the call and click the Dial button to dial the rest of the digits at the
18. Whenever dial a call automatically present a screen so can type in the name for that call When that nagging broker calls immediately transfer him to my voice mailbox e I m working on an important project so whenever anyone other than my boss calls immediately transfer them to voicemail e When my spouse calls if haven t answered the call within 5 seconds play a special tone on my PC to alert me Note Depending on your configuration you may not be able to change the Call Handler Rules in which case you should check with your System Administrator The basic process for creating Personal Call Handling rules is to first define the actions you would like to accomplish and test them Then you can create a Personal Call Handling Rule and choose which event will trigger the action s and then refine this by setting the conditions for when the trigger will occur TOSHIBA 187 IPedge Personal Call Handler Creating Personal Call Handling Rules 188 The following items will define how to edit delete or add new rules Many rules can be created and exist simultaneously To allow rules to be defined and not applied an enable disable check box appears before each rule to make it easy to disable or enable different rules are different times The order of the listing of the rules determines the sequence the rules will be used Thus some rules may prevent following rules to be used For example if the first rule
19. amp Q Random Variable 6 digits amp R Random Variable 8 digits amp T Insert the Time in format HH MM 24 hour clock amp U Insert the Time in US format H MM AM PM amp V1 VoIP Ringer Audio device Soft Phone must be used to use amp V2 VoIP Headset Audio device Soft Phone must be used to use amp X Destination Field for Export of Call Info amp Y Call Type IC or CO IC Intercom call CO Outside call amp t Insert a Tab Character Insert a Percent character amp amp Insert an Ampersand amp character Note amp T and amp U variables accept a relative addition of time in the format Examples for Text Reader Announcer amp U 30 results in the current time plus 30 minutes The number of minutes must be within single quotation marks Example A Set Phone Status Message action can be specified selecting the OUT TO LUNCH message and a second line of UNTIL amp U 30 If this action is used at 11 55 AM then the resulting message on Call Manager is OUT TO LUNCH UNTIL 12 25 PM Speak Reminder SPEAK Reminder OR SUBJ Starting OR DIFF 8V1 8V2 Speak Appointment SPEAK Appointment OC SUBJ Starting Now 8V1 8V2 Announce Call CA T 8 F N H 8V1 8V2 184 TOSHIBA Exporting Actions Importing Actions IPedge Actions Once an action has been designed exporting the action is recommended to provide a backup copy as well as a file that can b
20. sli screen 21 Ema y ada 1020 Enable the Hide Names option E to enable the filter e To Add a Filter Entry Place the cursor in the text box Type in the characters to be filtered and press Enter or click the Add button Save Clear Cancel 206 TOSHIBA Personal Speed Dial Directory Presence Viewer IPedge Using Companion Applications To Delete a Filter Entry Use the pull down list and select an entry to be removed and press Del The filter strings are case sensitive and will hide all entries starting with exactly the same string of characters Entering A hides all entries that begin with an uppercase A List of telephone numbers The user may add entries to provide fast access to frequently dialed numbers e To Call Press Enter to dial the highlighted number or double click the desired number from the list e Add by Drag and Drop from Outlook Drag a contact from Microsoft Outlook to the Directory and automatically add to the list Add by Drag and Drop from Call History Drag a number from the Call History window to the Directory to add the number to the list e Drag and Drop to Create Speed Dial Button Drag an entry from the Directory to a Programmable User button to automatically create a speed dial button with that phone number e Additional Options Right click on the entry to access a menu of other functions
21. 7 Event Importance AA Any any Group Meeting Broadcast y Free C Low C Busy C Normal Check Action C Out of Office High Geeli E b After J0 Seconds Presa None gt Matches this Subject Gheck Action Group Meeting Add Action Delete Action Export Rule OK Cancel Dialer The Dialer allows Call Manager users to easily schedule phone calls to be placed later For example when a sales representative arrives in the morning he may know he needs to make calls to 15 of his customers so from MS Outlook he can drag drop the contact information of all 15 of the customers into his Dialer When the designated time arrives for each call to be placed the user will be presented with a pop up screen alerting him it s time to place the call Once the call is finished the user will be presented with another pop up screen requesting information about whether the call was successful and if not whether it should called again later for example if the party was busy The Dialer tab displays all calls yet to be placed as well as calls that have recently been completed plus as the status of the dialers and the phone This information is shown on the main screen similar to the following IPedge UG 01 13 TOSHIBA 243 IPedge Using Companion Applications 244 Main Screen Calls Display Area ACD History Chat Contacts Browser Dialer Buttons 1 Buttons 2 Butt gt
22. DDE Command perform a set of functions The basic format for this DDE command is as follows Interface T e Application Name MSGPOP e Topic SYSTEM DDE Execute String lt Command gt Command 1 Open a Format CALLEXT Ext Msg_Type Message Send_Option where Ghat session CALLEXT The command name Extension Number Ext the extension number of the person to chat with If you leave this blank the main Chat window will pop up and allow you to manually select the person Msg_Type leave blank future feature e Message Message to be sent When using Call Manager call and system variables can be used in the message Send_Option or C e send message immediately C or blank type message into user buffer but wait for user to press SEND Example The user sits at the front door and acts as the receptionist and needs to inform people when someone is waiting in the lobby 1 In Call Manager create a User Defined Action using the type Send DDE Msg and name it appropriately In App Name Topic enter MSGPOP SYSTEM In DDE Message enter CALLEXT Your visitor is waiting in the Lobby I NoteNo extension was specified to allow the person to choose whom the message is to be sent 4 Add Edit Action xl Name App Name Topic MSGPOPISYSTEM Visitor Waiting e Topic MSGPOPISYSTEM TE DDE Message 2S CALLEXT Your visitor is waiting in the Lc Send DDE Msg y J Run Pro
23. Enter 6191 hear Entry Tone the Primary extension of the remote extension the pass code hear Success Tone This sets DND as if activated by the Primary extension on the target telephone Note There is no entry tone available for single line telephones or SIP stations To deactivate DND for another extension Enter 6192 hear Entry Tone the Primary extension of the remote extension the pass code hear Success Tone This removes DND from the target telephone Enter 670 hear Entry Tone ext no hear Entry Tone old pass code hear Entry Tone new pass code hear Success Tone If you activate DND while a call is ringing the ringing stops The LED continues to flash on your telephone and ring on other appearances To make an emergency call dial911 or Access Code 911 This depends on off hook preference set up for your telephone Important If you place an emergency call from a remote location the address the Emergency service gets is that of the location of the telephone system and not of the remote location Note Check with your System Administrator for the Access Code because this code may be different from the one used to get an outside line Your system may have one IP telephone assigned as an emergency monitoring station If your telephone has this assignment your line LED will flash green when someone makes a 911 call When you answer the call you can listen in and partici
24. PRI 102510 Station ERICSON PRI 105510 Station ERICSON ABING 104605 Station e To Call Press Enter to dial the highlighted number or double click the desired name from the list Drag and Drop to Create Speed Dial Button Drag an entry from the Directory to a Programmable User button to automatically create a Speed Dial button with the selected extension number Additional Options The menu icons under the tab let you access other functions Note Not all options may be available due to the settings for the tab Call Now Place a phone call to this person or extension Same as double clicking e Edit Allows you to Add Change Delete and Copy entries typically available only in the Personal directory Print Listing Print a listing of all entries shown in the directory Change the position and width of the columns to format the printout as desired Use Filters and Find to print only the entries you want Export Listing Export the listing using either a CSV or Text format e Chat Initiate a chat call to the person at this extension Extension directory only target must have Chat installed and running Filtering Entries Many PBX systems use default names for unassigned extensions You many not want these unnecessary entries in the Directory so Call Manager provides a Filter to remove certain items from the list e Press the Filters button to access the RIA Directory Filters
25. Table 14 Account Code Data FIELD FRL Network COS DESCRIPTION This option allows a station user change the FRL assigned to the station in Prg 200 260 etc by dialing an account code The FRL of the an account code will be applied to a call when this Verified Account Code is entered Possible values 0 16 default 0 Notes If O is set the FRL of the station will not change when the station dials the account code in this case the FRL set for the station in Prg 200 260 etc will be applied to the call even if the station dials the account code 1f 1 16 is set the FRL of the station will change to the FRL selected here when the station dials the account code in this case the FRL set for the station in Prg 200 260 etc will be overridden to the call This Network COS will be applied to a call when this Verified Account Code is entered Possible values 0 32 default 0 Preferences Using this screen you perform the following functions Select the Phone display language Enterprise Manager display language Enterprise Manager Color scheme Email address to be displayed Enter the Remote Call Forward DND password Change your Enterprise Manager User access password Meeting Using EMPA you can access the Meeting application Note Using Enterprise Manager the System Administrator should first 316 create a Moderator account for Meeting Log into EMPA as a user Select Applications gt Meeting You hav
26. The IPMobility application may be downloaded from Google Play or the iTunes App Store For Android https play google com store apps For iPhone http www apple com itunes Android Users Before you begin enable the Unknown Sources feature in Application Settings To do this y Google play 86 TOSHIBA IPedge UG 01 13 S App Store Launch IPMobility First Time Setup IPedge IPMobility Application 1 When complete tap the Apps button 2 Scroll down and select Settings 3 Select Applications Note A warning message will appear which you may disregard 4 If not already selected enable Unknown sources by tapping the empty box on the right Application settings A desea Retrieve the app from the email client on your device Save the package to the device Search for the app package Click to install Launch IPMobility 0 Confirm permission to install the new app O 0 N Og iPhone Users 1 From the iTunes App store search for IPMobility 2 Download the App 3 Sync your iPhone with iTunes on your computer The app may also be downloaded from the device using the iPhone App Store app follow steps 1 2 above When the app is opened for the first time specific IPMobility information must be entered User will first need to obtain the IP address for the voice mail system see system administrator The app will require some setup before you can make a call or access voice mail
27. This allows the user to easily Enable Start or Disable Stop the entire dialer function For example if you need to take a break to do some paperwork you could simply disable the power dialer until you re ready to start making calls again e Add Call Click the Add Call button to place a dialer call The AddDialer box displays e Phone Status this shows whether the phone is idle busy in Do Not Disturb etc e Calls Display Area this area shows the list of calls that have been placed or have yet to be placed details below e Column Headers these show what information is contained in each column Using your mouse you can resize and reposition these headers to customize your viewing area Calls Display Area This area shows each call that is either 1 yet to be placed or 2 that has already been completed The available columns include 290 TOSHIBA Functions IPedge Using Companion Applications Date this column shows the date the call is to be placed or when the call was completed Time this column shows the time the call is to be placed or was completed Status the status of the call If this is blank the call is not due yet Other status values include Due Now The time has arrived for this call to be placed e Overdue This call has not yet been placed and it is overdue Done This call has been completed DISABLED This call is disabled It will not be placed until it is
28. View Change User Defined Actions xX Action Count 34 Screen Pop ACT Name Screen Pop Outlook Type Lookup In Outlook Screen Pop ACT 4 Chat DND Off Chat DND On Screen Pop Gold On No Matches Pop User Options Restore Goldmine Screen Pop HEA Screen Pop Lotus Screen Pop Maxi ra Run OAISYS Whi Test On Exact Match Pop User Options 2 On Multiple Matches Display Choices Note If you setup a rule to trigger on When Ringing you may NOT want to have the action automatically open a Contact or Journal because it will do this for every matching call whether you are present or not So if while you re away from your desk you have missed 20 outside calls that rang on your phone you could have 20 different Contact screens and 20 Journal screens popped up on your PC screen A better alternative is to have your When Ringing trigger use Pop User Options instead of the Open Contact or Add Contact or Add Journal options Now when a call is ringing on your phone a small User Options window will pop up showing the Contacts that match the IPedge UG 01 13 TOSHIBA 201 IPedge Using Microsoft Outlook Integrating with Outlook Calendar Create Actions to set and clear the DSS Message phone number if any as well as buttons that let you manually Open Add Contact or Add Journal Call Lookup On 200d Matching Contacts Found in Outlook 1 _ Add Joumal Journal Sh
29. and Name and number displays of incoming callers The full duplex speakerphone on these telephones enables you to place and receive calls without lifting the handset The LCD telephones with 10 and 20 buttons are available with LCD backlight However the IP5022 SD IP5522 SD and IP5531 SDL telephones do not have the backlight To change the backlight settings refer to Chapter Feature Operations Table 1 IP5000 Series Telephones Description 10 Button IP Telephone 4 line LCD with back light option Full duplex Speakerphone e Headset I F Ringing LED 20 Button IP Telephone 4 line LCD with back light option Full duplex Speakerphone e Headset I F Ringing LED TOSHIBA IPedge The Grand Tour Table 1 IP5000 Series Telephones continued Description Image 20 Button with Electronic LCD Labels 9 line LCD with back light Full duplex Speakerphone e Headset I F Ringing LED The IP5000 series telephone upgrade options include Table 2 IP5000 Series Add on Modules Description Image 10 Button ADM for IP5000 series e LCD programmable key strip with back light e Paper Key Strip 20 Button ADM for IP5000 series g 60 Button DSS for IP5000 series e Paper Key Strip Note 1P5522 SD IP5531 SDL and IP5622 SD can not connect ADM DSS 12 TOSHIBA IPedge UG 01 13 IPedge The Grand Tour IP5000 series The illustration of th
30. enabled e In Progress This call is underway Name the name of the person to be called Phone the phone number to be dialed Account this shows the account code if any for this call Often an account code is used to indicate something about the call like the customer ID the result code of the call e g order was placed needs follow up unable to reach party was busy etc This account code will be attached to the call when this call is placed Subject this column shows the subject of the call This information can be added changed up until the call is placed at which time this information is attached to the subject field of the call Last Result If the call has been placed and it is either successfully completed or will try again later this field shows what happened on the last attempt The user chooses these result values after each call is completed Completed e Busy Left a Message No Answer Wrong Number When you have selected an entry in the Calls you can change the entry by simply double clicking on the desired entry However if you right click on the entry additional menu options will appear to show other functions you may want to perform Call Now immediately place this call This can be used even if the power dialer has been disabled Edit Allows you to Add Change Delete and Copy individual entries Entries can also be added using drag an
31. every 10 minutes TOSHIBA 39 IPedge Feature Operations Automatic Callback Set Automatic Callback Cancel Automatic Callback Deactivate Automatic Callback Background Music BGM 40 When you reach a busy station you can set Automatic Callback to have the system monitor the busy extension and notify you when it becomes idle Automatic Callback can place you in queue for an available outside line if you reach a line group in which all lines are busy When a station or line becomes available the system rings your telephone when you answer the system automatically rings the intended destination The amount of time the system will wait for an idle destination is set in system programming Automatic Callback is also known as CO Line Queuing 1 If you hear a busy tone after dialing an outside line access code or a station number press Auto Callback or 4 Busy tone stops followed by success tone then busy tone resumes Hang up You can make other calls while waiting When the called station or outside line becomes idle your telephone rings and you will see a fast flashing LED e Ifyou called a busy station the extension LED flashes green incoming call and the called number displays e Ifyou called a busy outside line the extension LED flashes green incoming call rate The seized line s number displays 4 Answer within about three rings can be programmed to ring up to three minutes to prevent the
32. not Outlook Express 1 Close SoftIPT if you are using it 2 Open MS Outlook 3 Double click on the Contacts icon click on the New contact icon 4 Type in the contact information click Save and Close Add as many entries as desired To edit an entry double click on the name to open 5 Start Soft Phone 6 Click Directory icon The directory displays see below BD SoftIPT Directory z E Name Type Number David Green Work 401 Helen White Work 402 Mary Gold Mobile 234 567 8901 Peter Silver Home 345 6789 4 m r Search by the name Selection of type All types id Name Type Number 4 m r OK Cancel 7 Click on the name The SoftIPT calls the contact TOSHIBA 35 IPedge SoftIPT Using Echo Canceller 36 If you have a headset plugged into the microphone speaker jack of the PC you do not have to always enable echo canceller We recommend you to enable echo canceller in the event you want to use the PC s embedded microphone speaker as a speakerphone device and not attach a headset to the microphone speaker jack of the PC If the PC does not have an embedded microphone even if it has embedded speaker you do not have to enable echo canceller because a headset would be plugged into the microphone speaker jack see figure below To use Echo Canceller click the Audio Setting of SoftIPT and check the Using Echo Canceller box as shown below ED SoftIPT Audio Setting fo a
33. or to give callers other special instructions When you access your mailbox for the first time you will be asked to record a personal greeting You have the option of changing this greeting at any time 1 Call the voice messaging system and select 3 2 1 from the subscriber s menu to change your default greeting Press any key when you are done recording To listen to the greeting you have recorded press 2 to record the greeting press 3 You can set up your extended absence greeting which will replace your default greeting when activated 1 Call the voice messaging system and select 3 2 2 from the subscriber s menu to access your extended absence greeting The system will advise you whether your Extended Absence Greeting is activated or deactivated TOSHIBA 73 IPedge Greetings Deactivate your Extended Absence Greeting Manage your Busy Greeting Manage your Custom Greetings Change your Recorded Name 74 2 Ifan Extended Absence greeting has already been recorded you can press 1 to activate the greeting 3 To listen to the greeting you have recorded press 2 to record the greeting press 3 Call the voice messaging system and select 3 2 2 from the subscriber s menu The system will advise you whether your Extended Absence Greeting is activated To deactivate your Extended Absence Greeting press 1 This will restore your Default Greeting To manage your Busy Greeting 1 Call the voice messaging sys
34. s often desirable to provide some wrap up time after the last call before dialing the next call This value is used to provide this time delay between calls placed by the power dialer e Play Sound on a sound equipped PC the user may want to play a selected WAV file to alert him her whenever a call is ready to be placed This feature and the desired WAV file can be set up here e Delay Before Requesting Call Result it s sometimes useful to give the user some wrap up to finish up some activity in another application before requesting the result of the call This value is used to provide this time delay after the call ended before requesting the user to enter the result e Clear Out Completed Calls When calls have been completed they will still appear in the calls window but they will be automatically cleaned out based on this setting Note The Call Manager provides a Call History feature for more permanent storage of calls placed and received The settings options are as follows e Hourly e Daily e Weekly e Monthly e Overdue calls when a call is due to be placed it will only be placed if the power dialer is enabled and the phone status is idle and possibly not in Do Not Disturb Thus since the power dialer will wait until dialing conditions are true the date time selected for a call to be placed may pass by and the settings in this area pertain to those calls e Calls are Overdue if more tha
35. the lines must be supervised and manually disconnected If a conference is initiated with two or more parties outside callers may be added to conference or you and another member of the conference may leave Split the conference for a private conversation All conference members remain connected during a split call Conference master may join both split parties back into the conference or disconnect Drop the connected party This feature is performed with Soft Keys if you have a LCD phone or with a Split button programmed on one of the Programmable Feature Buttons 2 00 100 S Important Only the conference master may perform Add Split Join and Drop features The conference master is the person that initiates the conference call If that person drops from the conference the first person added to the conference becomes the conference master Place the first caller conference on hold Answer the incoming ringing call When incoming caller is on the line press Cnf Trn button Press the blinking DN button where the first caller Conference was placed on hold Press Cnf Trn twice to join all parties together While in a conference call on an IP5000 series phone press the SPLT Split soft key or Split button Press the NEXT soft key until you see the extension number for the party that you want to Split out of the conference Return your extension and the other Split party back into the conference by pressing J
36. x Hello Hola Okay Good 5 a bgreen Home 1104555 Silent Message Conver 6 3 m Conversation with bgreen Home x104555 on 3 30 2011 Whiteboard Menus The menus on the whiteboard are context sensitive The File and View menus remain constant The whiteboard is accessed from the View menu The whiteboard menus are accessed by right clicking in the Whiteboard space or by clicking Whiteboard Use the Whiteboard menu to capture screens crop pictures scale highlight color and change pen widths The file menu has the following options e Open takes you to an Open window to find a file etc to share e Close closes the whiteboard application e Save as lets you save the whiteboard Send as email brings up an email message window where the whiteboard is attached as a jpg file and you can add you contacts in the To and cc fields e Setas wallpaper e Print prints the whiteboard Exit Whiteboard Capture Screen Crop Picture Scale Picture Hightlight Color Pen Width gt File Edit View Whiteboard Open Close Save As Send As Email Set As Wallpaper Print Exit s Similar to the above you can use the Edit menu to cut copy edit paste delete clear and clear highlighting The View menu contains Chat Box Canned Replies and Whiteboard 232 TOSHIBA Drag and Drop Files Send Whiteboards as Email Save Whiteboards Sa
37. 0 6 to send your message with return receipt TOSHIBA To Schedule a Message for Future Delivery To Send a Message Using Directory Assistance To Send a Message to a Group Distribution IPedge Messaging Features 3 The system will ask you to use your keypad to input a 2 digit month 2 digit date and 4 digit time The system will confirm the date and time you specify To confirm and continue sending press 1 Select the mailbox destination and press 1 to confirm and send You can schedule a message for future delivery with any delivery option normal priority confidential receipt and non receipt After you select your delivery options and address the message you can send the message immediately or mark it for future delivery 1 Call the voice messaging system and select 2 from the subscriber s menu to record a message Press any key when you are done recording Select your delivery option Select the mailbox destination and confirm Press 2 for future delivery S2a N The system will ask you to use your keypad to input a 2 digit month 2 digit date and 4 digit time The system will confirm the date and time you specify 6 Press 1 to confirm and send or 2 to change your delivery time If you do not know a subscriber s mailbox number you can use directory assistance to find it 1 From the subscriber s menu press 2 to record a message 2 Press any key when you are done recording and press 1 to continue 3 Fo
38. 10 and answer the call With speakerphone enabled the telephone may be programmed for Handsfree Answerback The called party hears a single long tone followed by the caller s voice Begin hands free conversation If Handsfree Answerback were not programmed the called party could hear the calling party speak but would not be able to answer them without answering the call manually Notes The extension LED flashes green the Microphone LED lights steady red and the Speaker LED flashes Red e In order to perform any additional functions with this call like a transfer or hold the call must be properly answered to gain full call control Perform the same steps you normally would to answer a call press the Spkr button the flashing DN button or lift the handset e Handsfree MIC setting needs to be enabled by your System Administrator TOSHIBA 25 IPedge The Basics On a Call 26 Switching Between Handset and Speakerphone Microphone Mic Mute Button Hold Exclusive Hold Automatic Hold Consultation Hold While on a call you can perform the following Press Spkr and place the handset on hook to switch from handset to speakerphone mode Take the handset off hook to switch from speakerphone to handset mode This button toggles between Mic and Mute When Mic button is lit handsfree communication is supported when Mic is pressed again and light is off Mute is enabled and mutes both the microphone and the ha
39. 167 Attach Account Code nipeni aiee a eed Waele ete ea dnd 168 Export Calli litho osc cti A A A AE E dida 168 RA A tne Lele Sa et ee ages ee dae ee 169 LOOKUP IN OULOOK a tiva 169 Minimize Phone Screen c ccccccceceeeeeeceeceeceeeeeeeeeeeeeesecaaaaaanaeceeeeeeeeeeeesaeeaaaaeeaeeeseeeeeeeeeenseenaaees 170 Modify Call Information saaana a a a a cnn a a a rra rr rn nn rar a ias 170 Play WAV Filenin A ee E iiis 171 Pop External Web BrowWS8Fooooooococcccccccccccocccnoononconcconnnnncnnnnnnnnn nro nn nnnnnnnn nn ans aaar aa a a ala aa 172 Pop Internal Web BrowSel cccccccecceeeeeccenecceeeeeeeeeeee ees ce aaaaeaaeaeceeeeeeeeeseccecaaaeeeeeeeeeeeeneeseenaaees 172 Popup Call INFO SCENE tt 173 Popup Ph n Scr en Cera e seed diseases e a a a a ade Saat aaaeei 174 R n another Programe enina a ee a R a aa 174 Send DDE MGaric eais krai r a O A a e e Se ead 175 Send Keystrokes to a Program sesiis eaii ernas eaa A iE anna EATA IPEE A S rana 176 Set Phone Status Message oniioicocciciinononninicaric nanai daanan anaa 178 Set Phone Forwarding enero ee a e a ali tee 179 Systemi PBX Command incitar di i E A di 180 ERO EE AEE E T A E A E E ETET 181 Action Variables naene a ad ee ea aaa 182 Gall VanableS nt ynein AA Sess 182 System Variables ucooioici iii e ir AA EA A a ctas 184 EDONG ACTIONS tii A A A A del 185 Importing ACthONS ii linde 185 Testing ACHIONS ici a dora 186 Chapter 15 Personal Call Handler Personal
40. 46 1 After accessing a Group Central Office GCO line press the Account Code button LCD telephones prompt you to ENTER ACCOUNT CODE NOW 2 Enter the account code digits The LCD prompt disappears upon entry of the first account code digit After the account code is entered the time indicator is restored to the LCD 3 If your station is set for Verified Account Codes you hear a confirmation tone when the code is valid If the code is invalid you hear two short tones 4 Enter the Account Code Your conversation is not interrupted Note It s a good idea to warn the other party that you will be disconnected momentarily when you enter the access code Once the code is entered you will be connected again 1 After accessing a GCO line press Cnf Trn Once you press Cnf Trn your Call is interrupted you and the other party cannot hear each other You will hear feature dial tone 2 Dial 446 LCD telephones prompt you to ENTER ACCOUNT CODE NOW 3 Enter the account code digits The prompt disappears upon entry of the first account code digit After the account code is entered the connection is restored and the LCD shows the time Advisory messaging enables you to store a message for IP5000 series telephones with a display that call your telephone The messages can be up to 16 characters long The system provides a number of predefined messages shown in the table below Message numbers 5 9 can be defined by your
41. 55 class of service 56 do not disturb 55 executive 55 privacy 56 override calls 55 P paging 45 park park in orbit 44 park in orbit 44 park page 306 PCH rules 204 phone forwarding 179 phone number 170 test 142 phone screen 170 pick up group calls 45 pickup 45 pop up 134 popup 147 preferences user 134 presence 207 319 Index R W 320 privacy override 56 programmable keys 158 R ready to dial 139 re dial 125 redial 15 118 ringing distinctive settings 309 line preference 22 ringing line preference 25 run program 164 S screen phone 170 popup call info 173 security code 304 shift key 15 shortcut keys 147 side window rollout 122 screen 122 signaling tone 22 voice first 22 soft keys 2000 phone location 30 SoftIPT calling 34 35 directory 35 sound file 134 speakerphone 26 speed dial 15 307 access codes 59 directory 207 keys 160 list 126 names 60 Spkr button 23 answering 25 split 50 standard info 170 static information fields 135 status 194 agent 132 215 261 status message 178 storing speed dial names 60 swap keys 158 system variables 184 T tabs advanced 144 dialing 138 docking 143 general 134 TAPI service provider 145 TASKE Contact 168 testing actions 186 tone signaling 22 transfer 161 181 trunk access code 138 two tandem CO line connection 50 U URL 172 173 user defined action Keys 162
42. 9 The system will confirm the number Your mailbox password is initially set when you access your mailbox for the first time and complete the mailbox setup process However you can change your mailbox password at any time To change your mailbox password 1 Call the voice messaging system and select 3 4 1 2 Enter a new password 3 The system will ask you to confirm the password You can also delete your mailbox password without entering a new one 1 Call the voice messaging system and select 3 4 2 2 The system will ask you to press to confirm deletion Important If you delete your mailbox password your mailbox will not be password protected TOSHIBA Personal Assistant IPedge Other Messaging Applications With Personal Assistant you can designate buttons that callers can press when listening to your voicemail message that will automatically transfer them to another extension For example you may wish to inform callers they can reach your assistant by pressing a number on their keypad A Personal Assistant must first be set up by your system administrator to define the key press Once the key press is set up you can change the transfer extension through your phone Check with your system administrator to see if any keys are pre defined in your organization To change your Personal Assistant transfer extension 1 Call the voice messaging system and select 3 7 2 2 Enter the mailbox of the person you wish the call to be
43. A A Lea AA a te 311 CF Intermaland Line Calls daa dada dat dade 311 CF Direct Line CallS ooooii A ieee nace ates epee gees 311 To set up Station Call Forward ossaa nna ennai sanea a aa aa aa ea aaaea ta areenaa aaaea aT 311 Speed Dial in mii A AAA lit aa 314 Systems peed Dial voca 314 System IMO ug ee ia A ee 314 Display Advisory Messages ooococooncocccccncoconcccccnnnnon nc cinco nan nc cn nana 314 Voice Malicia tidad ii A A dia dade 315 ACCOUNL Code usina ati aed Bas ana ae a deta ti A a ita ideas 315 Preferences iin tin A ae lee ee dee eee 316 a acdneddnadiett a a est eet sobering 316 TOSHIBA Introduction Organization This guide describes the Toshiba IP5000 series telephones and various other user operations for applications that are integrated with the IPedge system This guide is divided as follows e Chapter 1 The Grand Tour is an overview of the telephones supported by the IPedge system e Chapter 2 The Basics covers the basic operations of the IP5000 series telephones e Chapter 3 SoftIPT describes the SoftIPT software client functions e Chapter 4 Feature Operations covers the details about the IP5000 series telephone s advanced features e Chapter 5 Messaging Features contains user instructions for the basic Messaging features e Chapter 6 Greetings has procedures for the Message Greeting functions e Chapter 7 Other Messaging Applications has instructions for advance
44. Default Locations screen 100 TOSHIBA Extended Absence EA EA Activated Deactivated IPedge IPMobility Application Locations Call numbers at same time OFF Direct to Voicemail OFF lt 2 These follow me numbers will ring sequentially by default To have all numbers ring simultaneously enable Call numbers at same time An extended absence greeting is used when you plan to be away from the office for an extended period of time such as on vacation or business travel EA Activated Deactivated Change EA Recording Extended Absence Locations Click on any of the links above to jump to that feature Extended Absence v Deactivated Change Recording Extended Absence Locations The Activated Deactivated button will show the current state of the Extended Absence greeting tap the button to activate deactivate Once enabled users are notified that the extended absence greeting is playing every time they log into their mailbox This serves as an ongoing reminder to change the outgoing message to return to default TOSHIBA 101 IPedge IPMobility Application Change EA Recording 102 Extended Absence Locations Extended Absence Greeting Busy To enable this feature Tap Change Recording Record and Save an extended absence greeting to notify callers that you will be out of the office or possibly unavailable for a set period of time use dates whenever appropriate Enter the Extended Absence lo
45. EA EEEE 217 NOLTICALIONS 2 ne a a ee se a E E E 218 EME a ere ver a E 219 EE NN 220 Using ACD Vie Wer icmscarioonicdiii acto liderar aida hata 220 Requesting Supervisor Help zis e e eee eeeeeeee eee aa a a aaa ea aaaea aeaa aaeh 223 CO EEA E AAE E TA EEEE E EA OAA EEA 223 Chat Operation NN 224 Using Chat Messagg irren a A e a rr cnn rra 224 To Send a Broadcast Message cccconncccccnnnonoccccnnnannccicnnnaneccnnnnnnnncn EA AEA EEEE A ai 227 Chat Feature Operation a e eaae e rr a aa e aeae a r aa raaa ea adane aaa h aer Tanai Fenr EEn 229 Response Buttons a elects dal a a a o Made tec aa peated a aa Lal a a a Madea aa A las hinata 230 EAE e 38 2 ccc cack EEE toa N A N EE 231 Whiteboard Operation toene r a a a a e deat 232 Whiteboards SEU EAE E A E NE E E ENEA 233 Configurin Chasea a a ENE E EE NEE 234 Interfacing with Other PrograMs aissi issos imore a aT a a nn nr nnnnnnnncnnnns 238 Format of the DDE Command Interface oooooooooccccccccccconcnoconononononnnnnnnnnnnnnnnnnnn non nnnnnnnnnnnnnnnnnnanannnnnnns 239 Dial a Be re a a T 243 A NN 244 Calls Display Arco ani orita 244 FUNCION a a te tte eal ce fate don te 245 SOMUNMG EMU OS sees ta dra 245 Dialer Operation ticcicnnciciconids eat dilatada Meds titi elated astedads Med sected a Eia 245 Adding Calls tothe Dialer coccion iii 247 Configuration SettingGS gt s 2 2220 o cnidevtundandess sia 250 Adding Action Buttons to Ready to Dial and Results SCreens cccccceeeeceee
46. Eaa E labia 121 Key TDS rnanan E A A T AT tiaiia 121 TOSHIBA Contents Chapter 11 Using Call Manager Features HOt KeYS sicitsiticiid E iia lilas 121 The Side WINDOW SCEGN suicida dove decadevaaveasd coadanseasateastng devastens dowd isandsedata aloes 122 Call Handler MOG cio o nak epee tae AAA ES 122 BUtONS Mode ee eee 122 Companion Application WiINdOWS ccccccceceeceeeeeeeeceeneaaeeeceeeeeeeeeeeeeseseaaaaaaaeaeeeeeeeeeeeseeteeseensinaeees 123 Screen COLO tia nn aaa Dit oir linia 123 Chapter 11 Using Call Manager Features Call Handling Features nnrir iii ia datada 125 Making Outgoing Calls areenan e A a a a e a rara 125 Answering Calll ccctacseeyieth Aantal A rad 126 Hang Upa A A A Ad ita dae 127 Holding CAS iv neal ii dde 127 Transfering Cals ereer a iii leader rs 127 Call Forwarding asmenine r e i e e a e E T E AA 128 Status Messages and DND ooocccccncncnccccnncanononccnnnnnanccnnna nano rca rene rre 129 Viewing Extra Call Informati0N oooooconnnnncccnnnnnacccccnnanoncncnnn nan ncccnn nan nn cnica nan nccc nan nn EEE rr naar rra nnanccns 130 Gall Center Features iii een ae 131 Logging Iior O PRE A 131 Changing Agent Stat ata di ib 132 Chapter 12 Preferences PREFERENCE S cto ai iaa 133 Contig Settings da A dd ae eed 133 A cc E E ousted A E adeeeseue aces seen dee 134 Maling Fabricio do roda N 138 Docking Tab renerien it A Ded dened A dot 143 Advanced Tabe rana ina R A EE si AAE A 1
47. Feature Code Speed Dial System PBX Command m User Defined Actions SACD Key DSS Extension Key Web Key i Soft Phone key When the built in VoIP soft hone is used the following keys can be assigned to a button When the button is pressed it works as if the key on the phone is pressed IPT Programmable Key Any programmable key assigned to the built in VoIP soft phone can be mapped to a button Specify the key number on the phone configured in Enterprise Manager and the label associated with the key is shown on the button as well as the lam status IPT Fixed Key Fix keys on the phone such as Message Waiting Microphone Speaker Speed Dial Redial Conference Transfer Hold and SHIFT key Please note that Shift key must be disabled for the phone IPT Soft Key Four soft keys on the phone can be mapped to a button The label shows the soft key function when it is available TOSHIBA 165 IPedge Buttons Creating Keys using Drag Program unused keys by simply dragging phone numbers or feature codes amp Drop from other programs Some examples include e Drag a Contact from Microsoft Outlook to a key to create a Speed Dial button e Drag a call from the Call History to create a Speed Dial button e Drag an entry from the Contacts application to create a Speed Dial button 166 TOSHIBA Actions 1 4 You can define powerful actions that can be used with both the Personal Call Handler and under the Prog
48. Home x104555 on 3 30 2011 To Send a Call Manager Chat allows you to send a broadcast message to one or more Chat Broadcast recipients For example if the Sales Manager would like to call a meeting with all Message of his sales representatives he could use this feature to send a message to the Sales Group telling them there is an important meeting in 15 minutes in the conference room 1 To initiate a broadcast message double click on any group name in the Chat Window and click on the Broadcast icon or Right click on any group name or select Broadcast o Wwe CA P w Y Group _ Reisha s group a Everyonl de Broadcast G Change Delete Copy Add 2 Enter a message into the Message box IPedge UG 01 13 TOSHIBA 227 IPedge Using Companion Applications 3 Define the Urgency Normal or Urgent for the message delivery BroadcastForm To Feld Eng v een Urgency Destination Options Normal C Give Chat Back option Urgent Y Timeout _30 Secs When Normal is selected the Broadcast message is sent to your recipient s in black text and when Urgent is selected the text is in red shown below Broadcast message from WD Freshour i This is a Broadcast Message with Normal Urgency Received 11 11 2009 9 54 52 AM Received 11 11 2009 9 52 36 AM 4 Define the Destination Options A check mark in the Timeout default choice will display the message for the number of secon
49. Info screen or Extra Call Info IPedge UG 01 13 Screen screen The Standard Call Info screen allows the user to type in the Caller ID name or number or Account code of a call lookup the phone number in Outlook and or Open a Contact or Journal or Divert a Ringing call to another location Either screen allows you to view change or attach additional extra information to a call The fields shown in this window are defined in Preferences General Tab see Extra Info Screen on page 135 x x Phone Number 4804969040 Notes Name Joe Blow Account o DID Namejit lt none gt lt none gt zi FWDxfr Prom RECFNAME Copy Cancel Modify Gall Agent Name Copy Dutlook DNIS Number Copy New Contact Lookup Add Journal ACD Call Priority Copy Preferred Agent Copy Divert Call To 9 Copy Vmail Box ft Update Standard Call Information window Extra Call Information window View Change User Defined Actions x IA P 6 Action Count 25 Show all the info Screen pop Tiger Screen Pop ACT r Attach account co Export call info to Mame Log to a file Minimize URL http www telecom toshiba com Modify call info Name Internal browser Type Pop Companion Application itic Web Browser Play wave External browse Internal browser e Popup Info Screen Type Choose either Standard Info or Extra Info When Extra Info is selected choose
50. Jan Abusive Call pp Name Topic MSGPOPISYS TEM TE DDE Message ZEE CALLNAME Jan Help I have an abusi Send DDE Msg y I Run Program if Not running save Program EXE Cancel Show Test 2 Choose a key on Call Manager right click and select Change Key Name the key choose the colors and select a type as User Defined Actions Select Notify Jan Abusive Call from the list of actions and Save 240 TOSHIBA Pedge UG 01 13 IPedge Using Companion Applications Command 3 Set DND Format DND DND_State Message where option on or off in Chat DND The command name DND_State Enter ON for turning on DND or OFF when turning off DND Message Enter the text message to be sent to callers reaching this station If the message is left blank opening and closing quotes only then the message previously used will be displayed without change Example The Call Manager user would like to have Chat DND follow the status of Call Manager s DND status automatically when Call Manager is changed In this case Chat should be in DND when the user is in a meeting Chat should reflect the same message that is seen on Call Manager DSS keys 1 In Call Manager create a User Defined Action using the type Send DDE Msg and name it appropriately In App Name Topic enter MSGPOP SYSTEM In DDE Message enter DND OFF Add Edit Action x Name gt App Name T MSGPOPISYSTEM Chat
51. KB of your fax TOSHIBA 110 Options Server Info Setting up the Internal address book e Check Keep user settings on this computer if you wish to save this information for future faxes e Check the send cover page check box to input content to be sent in a cover page e Fax quality allows you to select Standard or Fine resolution e If you have a long distance sending code enter it in the account code field e Billing code allows you to track internal codes e g codes assigned to different clients which you can later view through the fax log for reporting purposes e Request CSID is an additional security feature which allows you to input the CSID you expect the receiving fax to send back The fax will be transmitted only if this code is received back from the receiving fax e Obtain the server address from your System Administrator e Username refers to your mailbox number e Password refers to your numeric mailbox password e Check Keep user settings on this computer if you wish to save this information for future faxes 5 Once you complete the form select the Send fax button anda confirmation page will display From this page you can view the queue and the log Queue allows you to view all faxes you have in the queue and their status number of tries any error messages From this page you can resubmit a fax if an error was encountered as well as de
52. Manage your Busy Greeting 2cccccccccecceeeceeeseceeeceedeeedeeeeesuadeeeceessueeeceeensndeaeceendsaaceeesenadaceeseedaaeeeseneee 74 Manage your Custom Greetings ooooooiocccinonnnoccccnnnnnoncncnnnnnnnn nana nono nn cnn rra cnn ran r ran rra r enn rra rnn nr rra 74 Change your Recorded Name Serre ar e I ATT A A ETa T SEA TERA AERA 74 Chapter 7 Other Messaging Applications Group Distributed tido 75 Set up a Private Group Distribution LiSt oooooononninnnnncnnnccnncnnnnncnnnonnnnnnnnnnnnnncnnnnnnnnnnnnnnnn rn nn nncnnnnnn 75 Add Members to a Private Group Distribution LiSt oooooooocccnnncnnncinnacconconcnnccnnnnnnnnnnnnnnnn nn nnnnnnnnnnnnns 75 Delete Members from a Private Group Distribution LiSt ooooooonndnnnnnnnnnccoononccnnnnnnnncnnnannnnrrrnnnccnnnnnno 76 Delete a Private Group Distribution LiSt ooooononniininnnononcccncnnnnnccnncnnnnnnnnoncnnnnnnnnnnnn cnn nnnnn nn nn nnnnnnnnn 76 Listen to Members in a Private Group Distribution LiSt oooonnonnnnnnnnincoconcccnncnncnnononnnnnnrnnn cnn nnnnnnnnnnn 76 Using a Private Group Distribution List reesei aiae EEE EEA aE AEAEE narran 76 Using a Global Group Distribution List rniii EAEE EE A EE EA EEEE TEREE ART 76 Personal Options A a ey tad 77 Message Notifications reiser A T 77 To Activate or Deactivate Message NotifiCatiOD oooocnnnnnninnnn ncccconnnnccccccnnncrrccnnn nano rr cnn nar cnnnnnrn 77 Setia Wake Up OAT a id ta a eed 78 Change your Mail
53. Message as Confidential ooo noococninnnnncccnnnnocccccnonoonnccccnnnnnnnncna nan nnnn cnn nan n cc c cnn nar nnrr cnn nan nn 69 To Mark ESTARE cece seen eter eter ee eee AAE tennessee TA E a ATR 70 To Mark a Message as Priority and Confidential 2 00 0 cece eeeceeee eee eecneee eee eaeeeeeeeaeeeeeeenneeeeene 70 To Request a Return Receipt for a MeSSaQe ccecceeeeeeeceeeceeceeeeeeeeeeeteeccaeaeeceeeeeeeeeeeeeeteeesenaeas 70 To Request Notification of Non reCeipt cccccecceceeceeeeeeeeceeeecaeeceeeeeeeeeeseceececeeaaeeeeeeeeeeeeeeeeeenaeeas 70 To Schedule a Message for Future DeliVery ooooonnnnnccccnnnnoccccnnnnconcccno cnn cnn nora cn nr 71 To Send a Message Using Directory Assistance ooooooonnnnicccnnnnanccccnnnonccccnn aaron canon rr cnn rra 71 To Send a Message to a Group Distribution ooncoccinnnnncccnnnnaccccccnnnaonnccnnnanoncnn cnn nana nnc cnn nan nn cc rca nar nccnnnns 71 Delete a Message after SONMGiNG cccccceecceceeeeeedeeeeeceeeseeeeeceeeenceecesesanaceceeesandaeseessadeaeeeesenedaeenenenaes 72 Chapter 6 Greetings Manage your Default Greeting ccceccccecceseeteceeeeeeceteeteseseetsenensdeessenesenedeseeseeeeeeseeneeneeestenstnaeeeeseneees 73 Activate your Extended Absence Greeting oocccoconnoccccnnnncocccccnonnoncconon anno cn nn nn rc c cnn narran 73 Deactivate your Extended Absence Greeting ooononccccnnnnnocccccnononncnncnnonononannnnnnnn nana rn nnnn nn r rn n rra 74
54. Msg Begins with IN MEETING UNTIL 3 Actions Then take these Actions a Immediately Chat DND On he Check Action b After J0 Seconds None v Add Action Delete Action Export Rule OK Cancel Format ONESHOT Ext Name Urgency Message Timeout where e ONESHOT The command name ExtA Name The extension number or name of the individual or group to receive the message Examples Ext 1001 Name For Everyone Linda lt Tech Support gt or lt lt Sales gt gt NoteThe broadcast group names must contain the lt and gt or lt lt and gt gt characters as part of the name Urgency enter H if urgent message and leave blank if normal message Message The text message to be sent e Timeout The number of seconds for popup to expire If left blank it will be set to the default of 60 seconds Example The Tech Support Manager schedules Group Meetings with his staff He wants to use Outlook to schedule the meeting and use the Outlook Reminder to send a Chat Broadcast to his group a few minutes before the meeting 1 In Chat a Personal Group is created containing the members of lt Tech Support gt 2 In Call Manager create a User Defined Action using the type Send DDE Msg and name it appropriately In App Name Topic enter MSGPOP SYSTEM TOSHIBA J 3 IPedge UG 01 13 IPedge Us
55. Off option and DND Setting a Status Message 1 Click the ono off button to bring up the Set Status Message window The following screen displays Set Status Message x Status Msg Only On C Msg Off My Primary Ext 154351 v Choose Status Message In Meeting v Custom 2nd Line Returning at 2pm 11 4 Save Cancel Msg Off Change the selection to Status Msg Only On Use the pull down listing and select a Status Message When needed enter additional information on the Custom 2nd Line gr 2 00 IN Click the Save button when done The status message will appear on the DSS keys throughout the system Turning Off DND or Message Only 1 Clickthe 2 M3G0n button to bring up the or Status Message window 2 Click the Msg Off radio button to remove the Status Message IPedge UG 01 13 TOSHIBA 129 Viewing Extra Call Information Call Manager has the ability to attach retain and display extra information taken on a call This could include information input by an IVR added attached information by the Call Router attached from a database or added by any user who handled the call This information is retained with the call as it is transferred about in the phone system The following Call Info icons are displayed in the Calls window or LCD Display to indicate the presence of additional information The icon changes color depending upon the information available a No call information attached to
56. Off y Check Action b After J0 Seconds None gt pe Gheck Action Add Action Delete Action Export Rule OK Cancel Command 4 Sending a Chat Broadcast Message 242 Add Change Handler Rule 1 Triggering Event When this happens Refer to this Rule as Change in DND status y Chat DND On IN MEETING 2 Conditions If these Conditions are True Do Not Disturb Change On or Off Turned Off Turned On Turned On with Message Msg Begins with IN MEETING UNTIL 3 Actions Then take these Actions a Immediately Chat DND On he Check Action b After J0 Seconds None v Add Action Delete Action Export Rule OK Cancel Format ONESHOT Ext Name Urgency Message Timeout where e ONESHOT The command name ExtA Name The extension number or name of the individual or group to receive the message Examples Ext 1001 Name For Everyone Linda lt Tech Support gt or lt lt Sales gt gt NoteThe broadcast group names must contain the lt and gt or lt lt and gt gt characters as part of the name Urgency enter H if urgent message and leave blank if normal message Message The text message to be sent e Timeout The number of seconds for popup to expire If left blank it will be set to the default of 60 seconds Example The
57. Only outgoing Out Only or all calls In 8 Out Phone Numbers Choose All for calls made to from any number Use the Matching option to limit the search to calls made to from specific numbers You can enter a specific phone number like 480 496 9040 the last part of a number 496 9040 or the first part of a number 480 to find all matching calls You may also use wild cards such as 480 9040 and 480 496 Names Choose All for calls to from any name including blank names Use the Starting with option to limit the search to calls with a specific name Enter an entire name Jack Jones or just the first part of a name Jac The name search is NOT case sensitive e Account Codes Choose All for calls with any or no account code Use the Starting with option to limit the search to calls matching or starting with a specific account code For example 123 returns calls with account codes 123 and 123xxx 212 TOSHIBA ACD Viewer IPedge Using Companion Applications 3 Press the Search button to find the calls on the current page that match ALL of the selected options Call History will update the Calls counter and Call Display area on the main screen 4 Call History Filters xi Dates p Call Direction pl Today In gout C Last 12 days In Only Since 2 10 2005 C Out Only Phone Numbers a
58. Save the message 2 Listen to next message 3 Erase the message Repeat the message 7 Reply Redirect the message 8 Envelope information 9 Speed or volume control 2 The system will prompt you to record a message Use the following options to send the message 1 Delivery message 2 Review message 3 Rerecord message 0 Delivery options Cancel and exit In addition to replying directly to a mailbox you can also call back the sender of a message This option will ring their phone rather than send a message to their mailbox 1 Press 7 while listening to a message or after the message has finished playing 2 You now have a few options To call the number and delete the message press 3 TOSHIBA 67 IPedge Messaging Features Redirect a Message Erase Delete and Retrieve a Deleted Message Delete a Message Retrieve a Deleted Message Number of Messages 68 To call the number and save the message press 4 To call the number and keep the message as new press 5 3 The system will place you on hold while it transfers your call During message playback or after the message has finished playing you can redirect forward a message to another subscriber s voicemail box 1 Press 7 2 while listening to a message or after the message has finished playing 2 The system will prompt you to enter the mailbox to which you wish to forward the message You can also use a private or public group distribution list
59. Select the contact from your directory as it is shown in the little popup on the side This will set the label for you You can then change the colors and edit the name for easy identification Setup Key Key Label y Default Colors Action DSSExtension Key ml Show Msg Waiti PBX Extension O t a 1001 J a Web keys allow you to program an Internet or intranet URL into the key Press the key to open the default web browser to the specified web page Setup Key Sample Toshiba TSD Back Color ___ Key Label Toshiba TSD i Default Colors Action Web Key Web URL www telecom toshiba com Save This sets the key to run a specific application or load a specific document For example you could create a Calculator key to run the windows calculator by setting the Program filename to CALC EXE Alternatively you could create a TOSHIBA IPedge UG 01 13 Changing or Creating a Button IPedge UG 01 13 IPedge Buttons key to show your projects Excel spreadsheet by simply setting the Program or Document Filename to PROJECTS XLS Setup Key Calculator Back Color Default Colors Action Run Program v Calculator Program or Document Filename calc exel a Right click on a button The following dialog box displays Sample Back Color Key Label Default Colors Action lt None gt v lt None gt a
60. System Administrator Advisory Message Default Code Table Characters Displayed Additional Digits 0 OUT TO LUNCH 1 IN A MEETING 2 CALL Directory Number e g 220 3 BACK AT Time e g 1030 TOSHIBA Set Advisory Message Clear Registered Message Display Preset Advisory Messages Alarm Notification IPedge Feature Operations Advisory Message Default Code Table Characters Displayed Additional Digits 4 RETURN ON Date e g 10 20 o o NIIA Advisory Messages can only be set using the IP5000 series telephone The preset advisory messages can be displayed using the Enterprise Manager Personal Administration EMPA 1 Gooff hook or press your extension button to hear the dial tone Press 411 Enter Message number see table above Enter additional digits if required a fF WN Go on hook or press Spkr to release the line Go off hook or press your extension button to hear the dial tone Press 412 Go on hook or press Spkr to release the line 1 Login to the EMPA 2 Select System Info then the Advisory Message tab The Alarm Notification Button must be set up by your System Administrator on your station When the Alarm Notification button displays e Call your System Administrator This button stops displaying when the alarm clears or when you press the flashing button If the alarm has not been cleared the Alarm Notification Button flashes
61. Tech Support Manager schedules Group Meetings with his staff He wants to use Outlook to schedule the meeting and use the Outlook Reminder to send a Chat Broadcast to his group a few minutes before the meeting 1 In Chat a Personal Group is created containing the members of lt Tech Support gt 2 In Call Manager create a User Defined Action using the type Send DDE Msg and name it appropriately In App Name Topic enter MSGPOP SYSTEM TOSHIBA J 3 IPedge Using Companion Applications In DDE Message enter ONESHOT lt Tech Support gt H Group Meeting at 8U 15 60 xi Name R App N Topic Group Meeting Broadcast pp Name Topic MSGPOPISYSTEM sk DDE Message TES ONESHOT lt Tech Suppor Group Meetin Send DDE Msg y I Run Program if Not running save Program EXE Cancel Show Test 3 In Call Manager creates a Personal Call Handler Rule to trigger when a Calendar Reminder event occurs and the Subject matches Group Meeting This trigger will result in the action Group Meeting Broadcast to be taken The assumption is the Outlook meeting reminder is provided 15 minutes prior to the scheduled meeting Add Change Handler Rule i x 1 Triggering Event When this happens Refer to this Rule as Outlook Calendar Reminder y Group Meeting Reminder 2 Conditions If these Conditions are True 3 Actions Then take these Actions m Calendar Status
62. The ACD Key will display the number of ACD groups the extension is logged into and the total number of ACD groups you are a member To Log Out 1 Highlight the group name s in the left hand box and click the gt gt Log Out button 2 Click Done when finished Pedge UG 01 13 TOSHIBA 131 Changing Agent IPedge UG 01 13 1 Click the ACD Status button The following ACD Agent Status window will appear amp ACD Agent Status x My Agent Status In WrapUp Einish Wrap UP Make Unavailable Unavailable To Make Agent Unavailable 1 Use pull down list and choose a reason 2 Click the Make Unavailable button 3 Click Done To Make Agent Available 1 Click the Make Available button 2 Click Done To Set the ACD Status to Wrap up 1 Click Set Wrap up button 2 Click Done Note The Set Wrap up button is NOT available on all installations To End Wrap up 1 Click the ACD Status button 2 Click the End Wrap up button 3 Click Done TOSHIBA 132 Preferences 1 2 PREFERENCES This section defines settings that are available to the user and can be changed to meet their needs A number of additional settings are available for the System Administrator for setting more advanced features such as controlling access to some features creating a server based rules and configurations This section will concentrate on the settings readily available to the user These settings are arranged under the Prefe
63. The Msg LED on the called telephone flashes until the called party presses the flashing Msg button which calls you back 5 Turn off the Message LED The two ways to turn Off a Message LED are Method 1 TOSHIBA 53 IPedge Feature Operations Microphone Cut Off Off Hook Call Announce OCA 54 Make an OCA Call Answer a Speaker OCA Call 1 Press 64 plus the extension number that has the message light set 2 Press Spkr or hang up to end the call Method 2 Dial the extension that has the Message LED Press 77 Press Spkr or hang up to release your telephone This feature prevents callers from monitoring the sounds near your telephone when your telephone receives a Handsfree Call or cuts off the telephone microphone while on a speakerphone call When the feature is ON the Microphn Cut off LED lights steady red and the Mic and Spkr LEDs do not light when your telephone is called When the feature is OFF the Microphn Cut off LED is not lit and your microphone works The Microphn Cut off functions on Handsfree Answerback and speaker OCA calls for privacy To turn the microphone ON OFF e Press Microphn Cut off to toggle between ON OFF Off hook Call Announce OCA enables you to complete a call to a busy telephone Your telephone must be programmed to either announce automatically or to announce after you press a button on your dial pad The destination telephone must be programmed to accept an OCA The announcement
64. To change Backlight Settings Press 3 6 9 Hold simultaneously Press the Mic button Press Hold Use table below to choose preferred settings IO Press Hold Hold twice to save settings Table 4 Backlight Settings Button Input Meaning 1 Always Off FB1 2 Always On 3 On demand Backlight FB2 1 30 Timer x10 seconds Example 1 10 seconds 30 300 seconds Note FB1 is the lower left key FB2 in the next up FB3 is above FB2 and FB4 is above FB3 IP telephones can emit a beep whenever a dial pad or feature button is pressed The beeps are On by default Follow these steps to turn the beeps On or Off 1 Press 3 6 9 Hold simultaneously Press 0 Press Hold Press Programmable Feature Button 1 FB1 to toggle On Off FB1 LED On buttons beep FB1 LED Off buttons do not beep Press Hold to set the option oN OAR WN You must also go off hook then on hook to exit the program mode When you are using the speakerphone high ambient noise levels may cause the party you are talking with to be to cut off frequently If this happens follow these steps to lower the sensitivity of the microphone on a IP5000 series telephone The default is normal sensitivity 1 Press 3 6 9 Hold simultaneously Press 0 Press Hold Press Programmable Feature Button 3 FB3 to toggle On Off FB3 LED On Lower sensitivity OF 6 TOSHIBA 21 IPedge The Basics Telephone Terminology
65. USB Handset PC Microphone Speaker Echo canceller is applied to PC microphone speaker not USB handset Enabling Echo Canceller TOSHIBA Feature Operations Account Codes Verified Non Verified Account Codes Forced Account Codes Dial using Forced Account Codes Voluntary Account Codes Verified Non Verified This chapter gives you more details about your IP5000 series telephone s advanced functions An alphabetical list of supported features has been compiled in this chapter for fast and easy reference Account Codes Forced or Voluntary can be used for a variety of reasons including billing tracking and line restriction applications Account Codes are assigned in the system as a fixed length default is six digits and are recorded by the system along with the details of the calls which can be printed on a Station Message Detail Recording SMDR report Verified Account Codes ensure that the system checks the account code you entered against a list created by the System Administrator If the code is not in the list the call will not go through Non Verified Account Codes must be a uniform length but any digits are accepted Account Codes and Lengths are set up and managed by the System Administrator Some applications require you to enter an Account Code These Forced Account Codes may be verified or non verified depending upon the application but in either case the caller must enter a code before proc
66. Z Sewp Q Reset Y Enabled V AddCall C Phone Status Date Time Status Phone Name Subject Account Last Resu O 11 19 20 10 24 Not Due Y 10206 Eric Fly out Fly in button is used dock the window back to the main screen of Call Manager or if its already docked to hide it inside the main screen Setup Brings up the Dialer configuration screen Reset button Puts Dialer back to its initial state Enabled Check box This is the Check box in the toolbar This box indicates whether the dialer is enabled This allows the user to easily Enable Start or Disable Stop the entire dialer function For example if you need to take a break to do some paperwork you could simply disable the power dialer until you re ready to start making calls again Add Call Click the Add Call button to place a dialer call The AddDialer box displays Phone Status this shows whether the phone is idle busy in Do Not Disturb etc Calls Display Area this area shows the list of calls that have been placed or have yet to be placed details below Column Headers these show what information is contained in each column Using your mouse you can resize and reposition these headers to customize your viewing area This area shows each call that is either 1 yet to be placed or 2 that has already been completed The available columns include Date this column shows the date the call is to be placed or wh
67. a Chat conversation on November 3 1999 you file name would be 110399 log Use t for the time The user will end up with a separate file for each chat Use the variable u to log a conversation to the file name of the user that you conversed with For example if you had a conversation with January your file name would be Jan log You can combine the use of the variables if desired For example the log file name could be CAPROGRAM FILES CTS CHAT d u log The log files will be defined first by date then by the name of the Chat party Reversing the parameters u d log would be organized by name then date Interfacing with Call Manager Chat is designed to operate with other Windows applications Other Programs For example a user of a phone program such as Call Manager may want to press a button to immediately open a chat window with your ACD supervisor when you re on an Urgent Call Or you may want to coordinate the DND settings of your phone with the DND of Chat Or you may need to periodically send a broadcast message to a group of people based upon a trigger such as a meeting reminder These types of operations are supported by a DDE 238 TOSHIBA IPedge Using Companion Applications Command interface This section defines the format for the DDE Command Interface its supported commands with examples with how they can be used Format of the Other programs can be setup to send DDE commands to trigger actions in Chat to
68. appear on each screen docking profile can be chosen by the user from the Docking Tab in Call Manager Preferences Call Manager Main To reach Call Managers Main Menu click on the CM icon menu in the upper Menu left hand corner The Main Menu opens as shown below Change Login Change accourt proble Reset Phone Reset phone prol de Help Show help for Podge Cal Manager About About IPedge Call Mansoer The Main menu screen menu item expands into an ability to Change the Login settings an ability to reset the phone to its default settings access help and check the Call Manager version and serial number 120 TOSHIBA IPedge UG 01 13 Shortcuts KeyTips Hot Keys Call Alert IPedge UG 01 13 IPedge Call Manager Basics You can use the KeyTips to execute various commands The KeyTips available in CM are explained below KeyTips allow for easier keyboard navigation Each tool on the Ribbon has a KeyTip assigned to it which you can navigate with using your keyboard To begin press Alt Small boxes with letters inside appear over various tools on the ribbon To use that tool press the letter For example press Alt C to use the Compact button If the tool is a container type tool such as a Ribbon Tab Drop down menu or the Application menu pressing the associated KeyTip will show the KeyTips of tools in that container From there you can press another KeyTip to use a tool in that container or press
69. are required Note All Call Manager user features are described They may or may not work depending on the license Call Manager provides the following major functions e It allows you to place answer handle view and manage phone calls using your computer screen keyboard and mouse e Using the VoIP Audio capabilities can provide a complete speech path when using a PC with the proper speech component support e Rules and actions can be set up to automatically activate when calls arrive even while you are away e It can easily interface with many popular programs like Microsoft Outlook Goldmine ACT etc This allows you to dial from and screen pop into these programs or the Internet Intranet TOSHIBA 115 IPedge Call Manager Basics The Main Screen This section gives an overview of the main user interface of the Call Manager including the buttons displays and indicators which allow you to easily and efficiently operate your phone Call Manager provides two views Compact and Expanded allowing you to operate using only the space on your screen that you want Note You can easily change the color scheme of your Call Manager by clicking drop down next to the Set the color scheme icon The color options are Blue Silver or Black The Compact View In Compact view Call Manager consumes minimal screen space but still provides the user with indictors information and buttons to effectively operate the p
70. at this time After you have made your selection press 1 to confirm or 2 to change 4 Press 1 to send without a comment or 2 to attach a comment to the beginning of the message You can send the message with normal delivery return receipt and or priority 5 The message is now sent Press to continue 2 to send to additional destinations or 7 to additional destinations with the same comment While you are listening to a message or after a message has finished playing you can delete the message from your inbox or saved box Press 3 during or after message playback The message will be moved to a deleted folder Note You will have a minimum of one day to recover this deleted message some system administrators may extend this recovery period You may also retrieve a deleted message and move it back into your saved messages folder 1 Press 6 from the main subscriber s menu If you are currently reviewing messages press 6 2 You now have three options e To listen to your deleted messages press 1 To move the message back to your saved messages press 2 To delete the message press 3 Note Erasing a message permanently deletes your message from the system and you will no longer be able to recover it To check how many messages you haves The system can tell you how many new and saved voicemail messages you have If you have fax and email capabilities the system will also inform you how many fax and email mess
71. button e Click OK to save the changes you have made to your Response Button TOSHIBA Pedge UG 01 13 IPedge Using Companion Applications Personal Groups To Add or Change a Personal Group e Right click a group name in the Chat window and choose either Add a New Group or if offered Change this Group to create a personal group Name the group and add or remove names for that group as follows E Change Chat Group List Chat List Name S sles Engineering m Chat Clients in List greg_castagna 1004 Vern 1025 x1016 x1008 x1207 x1200 x1007 x1018 x1015 x1205 x1020 x1014 x1002 x1005 x1001 x11001 x1292 x1013 Steve x1013 Sue x1028 Save Cancel Delete Group Chat List Name Enter a name for the group to identify your group All names must be unique e Chat Clients in List To add members to your group highlight individuals you want to be part of your group in the All On Line Chat Clients box and then click on the left double arrow lt lt button to move the members to the Chat Clients in List box To select multiple individuals hold down your Ctrl or Shift key while making selections by clicking the mouse If you want to add a member that is not presently on line right click your mouse in the Chat Clients in List and select the Add an OFF line client menu item then type in the name of the client NoteThe name of the client must exactly match the cl
72. calls forward to this destination and ignore the destination set in the CF Internal and Line Calls option 3 Internal calls are calls that come to your telephone from the Attendant Console other telephones and voice mail devices connected to your telephone system or telephone system Private Network 4 Yourtelephone may call forward even if you do not activate it this is because your system administrator has activated System Call Forward on your telephone This feature enables you to assign Call Forward CF destinations for each extension on your telephone that will override the telephone s System CF settings 1 Select Call Forward tab The Call Forward screen displays 2 Enter the appropriate fields Note Hover over the bubbles located above the parameters to read the flyover text for information to be entered in each field 3 Click the Save button TOSHIBA 311 IPedge IPedge Enterprise Manager Table 12 Call Forward Internal Calls and Line Calls CF Direct Line Calls FIELD CF All Calls to CF Busy to CF No Answer to CF Busy or No Answer to NA Timer CF No Answer to NA Timer CF Busy or No Answer to DESCRIPTION Call Forward Destination The call forward destination is the telephone number that should be called when your telephone call forwards The call forward destination can be 1 Any extension number connected to your telephone system or telephone system private network 2 The extens
73. co Export call info to Log to a file Outlook integration View Change User Defined Actions Name Minimize i Setinos Type Minimize Phone Screen This action shrinks the Call Manager screen to an Icon in the Tool Tray To return Call Manager to its original position requires the user to either double click the icon in the tray or right click and select Show X Action Count 22 This action changes the Caller ID name Caller ID name or Account code of the active call on this phone and when the PBX supports the changes the same information held in the PBX Using the Extra Info option provides for entering or changing any other information associated with the call TEESIT Pop Tigerpaw Ac Screen Pop Tele Agent login Show all the info Screen pop Tiger Screen Pop ACT Attach account co Export call info to Log to a file Minimize Modify call info View Change User Defined Actions Name Modify call info Action Count 22 Type Modify Call Information Information Type Phone Number Name Account Number z Test e Information Type Select either Standard Info or Extra Info The Standard Info option supports updating the information in the IPedge The Extra Info option can enter or change any field for this call Phone Number Enter a phone number to be used as the Caller ID number for this call This r
74. controls the ability of more than one person to use the same extension at the same time Privacy applies to multiple appearances of extensions Phantom extensions outside Lines and outside Line Group buttons The application of Privacy to individual telephones is controlled in system programming By default the system is private If you are in a conversation another telephone with an appearance of the line on which you are talking cannot intrude unless that telephone has been programmed for Privacy Override In that event the other telephone may enter and leave the conversation at will If all users are provided with Privacy Release in Class of Service the system will function as non private Your telephone may be equipped with a Privacy Release and ora Privacy on Line button On a normally private telephone Privacy Release allows other appearances of your line to join the conversation On a normally non private telephone Privacy on Line allows you to exclude others The Privacy condition may be toggled at any time during a conversation At the end of the conversation the line s privacy condition returns to its original state While on a CO line call press Privacy Release The LED lights red The outside line flashes at all appearances When another station user enters the outside line call by pressing a common outside Line the Privacy Release LED turns Off e To add a third station press Privacy Release again the process repea
75. could have been added or changed by you while it was on your extension Call History logs the current set of Notes when the call leaves the Call Manager extension To Call Double click the desired number from the list Drag and Drop to Call You can select a call and then use your mouse to drag and drop it to either the Call window or the LCD Display to start the dialing of that number Drag and Drop to Create Speed Dial Button You can select a call and then use your mouse to drag and drop it to a Call Manager button Drag and Drop to Add to Speed Dial List You can select a call and then use your mouse to drag and drop it to your Personal Directory Additional Options Right click on the entry to access a menu of other functions Call Now Dial the phone number using Call Manager View Info Provides a read only view of all of the information about the call including the Notes TOSHIBA IPedge Using Companion Applications Note You cannot change this information you can view and copy paste it to other applications iew Call Information Date Time 2005 03 16 14 11 Done mejan o o g Dir b o H Phone 480 496 9040 3 Name Computer Telepho bwr ask f Acct Code Type ko a Notes Lookup in Outlook Look up the telephone number in Microsoft Outlook and open any matching Contact e Listen to Call When the Tracer Integration
76. e Call Now Place a phone call to this person or extension Same as double clicking e Edit Allows you to Add Change Delete and Copy entries typically available only in the Personal directory e Lookup in Outlook Lookup this number in Microsoft Outlook and open the matching contact e Print Listing Print a listing of all entries shown in the directory Change the position and width of the columns to format the printout as desired Use Filters and Find to print only the entries you want Export Listing Export the listing using either a CSV or Text format This capability is integrated in the Contacts companion application tab Click on a Group tab within Contacts Note that you can create as many groups as needed You can look at the Presence status of members in each group To add a Group 1 Select by clicking on the My Groups or System Groups tab 2 Right click and select Create New Group Note The different between My Groups and System Groups is that My Groups is personal and you can create their own System Groups applies to all and only a user with Admin right can create and change the group entry To manage the Presence Viewer 1 Click the Group tab assigned for the Presence Viewer TOSHIBA 207 IPedge Using Companion Applications 2 Right click on an entry for options to either call chat broadcast edit or delete group AED Viewsat Mistery Chat Corset
77. extension number then enter the VM mailbox and security code This adds the voice mailbox to the conference 3 Press Cnf Trn to reconnect to the original party You may continue to add conference members by pressing Cnf Trn and dialing another extension Now all parties in the conference may listen to or record a message to this voice mailbox Only the Master may control the VM with Soft Keys TOSHIBA 49 IPedge Feature Operations 50 Supervising a Tandem Call Conference Add Split Join and Drop Add an Incoming call to the Conference Split from a conference While on an outside call press Cnf Trn A dial tone is heard and the extension LED flashes conference rate Dial an outside telephone number After party answers press Cnf Trn Extension LED flashes in use rate and all parties are conferenced If busy no answer press the flashing extension button to return to the original connection Press Cnf Trn and hang up The extension LED flashes exclusive hold rate and the two lines are connected The LED turns off when the parties hang up To supervise a tandem call press the extension button If the parties have finished hang up If the parties are still talking press Cnf Trn and hang up Both Line LEDs turn off and the connection is released Note If your telephone service provider offers automatic disconnect supervision the connection will release automatically when the parties hang up If not
78. feature is enabled on your telephone set A plus sign on the LCD indicates there is more data to display Press NEXT to advance through the information Lines 4 8 will indicate Programmable Feature Button labels Browser on Page 16 Line 9 will display the Soft Keys See Soft Keys on page 1 18 Note This feature applies to the IP5131 SDL telephone Toshiba s IP5131 SDL with it s large display screen also supports an HTML browser to allow navigation on the World Wide Web or a company s intranet The phone can have a home page setup that allows navigation to begin just like a home page in your internet browser Web pages display basic HTML but do not support ASP or Flash The 18 buttons that surround the screen can be used to highlight selections in the TOSHIBA IPedge UG IPedge The Grand Tour BILL NO 200 ENTER ACCOUNT CODE NOW Account Code PAGE All OND Caller ID Release YM Pause VM Record Sales Line 2 Sales Line Ext 200 Shift Button toggles between Programmable Feature Buttons 1 10 and 11 20 Navigation Button See Browser on Page 10 Blue Button toggles in between call processing screen and HTML browser or programming browser The Navigation Button can be used to move the viewing window across the website the center of the navigation button can be pressed to select a field that is highlighted The browser allow
79. file as needed e Parameters Enter any additional parameters that may be accepted as part of the command line to startup the program The example above uses Outlook to pop open a sticky note with data and time recorded 174 TOSHIBA IPedge UG 01 13 IPedge Actions Send DDE Msg This action sends a DDE Execute message to another program on the PC Frequently this is used to Screen Pop a contact management program such as Goldmine View Change User Defined Actions E Action Count 28 Screen Pop ACT Name Screen Pop GoldMine Type Send DDE Message Screen Pop ACT 4 Chat DND Off Chat DND On ti i Seting App NamelTopic GoldminelData Screen Pop Gold DDE Message CALLERID J N 0 Restore Goldmine Screen Pop HEA Screen Pop Lotus Program EXE C Goldmine GMW32 exe Screen Pop Maxi A Screen Pop Outlo Run OAISYS Whi Y Run Program if Not running App Name Topic The application will specify both the application name and topic name used for making the communication link Follow the application note or that application s documentation for specifics Note The pipe character must separate the application name and topic name DDE Message Follow the application note or the application s documentation to define the message to be sent for that application The format and syntax is defined by that application e Run Program and P
80. if your telephone has the Auto Hold feature just press the flashing extension button You are connected to the transferred call The extension or Line LED flashes green in use Note See your System Administrator to find out if you have Auto Hold Press the flashing extension or Line The existing call is placed on hold The camped on line rings your station the Line LED flashes green incoming call This disconnects the current call and connects you to the transferred call The extension or Line LED flashes green in use Incoming calls to your extension with Caller ID can be recorded into a rolling list that is saved on your telephone The call information is placed in the list along with the number name if provided time and date of the call and status of the call answered abandoned or redirected You can access this list from an LCD telephone with a flexible Caller 1D button The caller s number and name can be displayed on the IPT or attendant console s LCD The caller information is stored in the system retrieved at relevant extension stations recorded on SMDR and sent to an external server and client through CTI link if necessary TOSHIBA 47 IPedge Feature Operations Display Caller Information Notification of Caller Information View Saved Caller ID Information Conference Call Set up a Conference Call 48 Caller information can also be sent to a voice mail device integrated into the system
81. in Mailbox Email Settings under the send mail frame e Deactivate No email confirmation e Successful Only Notification will be sent only if the fax transmission was successful e Failed Only Notification will be sent only if the fax transmission failed All Notification will be sent for every fax attempt both successful and failed Active Select this box if you wish to have all faxes automatically sent to a printer Requires that auto print service is running on a Windows machine on the local office network Printer Name Select the printer name you wish the faxes to print to from the drop down list This list is used by the Printer driver clicking on the Phone Book Icon Record of past Faxes sent using the printer driver Displays any faxes currently being processed Cover page Information entered when printing a fax You can use this page to maintain cover page information that is used when sending a fax from your desktop TOSHIBA 113 Redirect fax Depending on your organization s licensed features you can check if you messages have fax messages in your message box The system will tell you how many faxes you have and will allow you to redirect all of them at once to a fax machine for printing or review them one by one to redirect to a fax machine 1 Call the voice messaging system and select 1 3 from the subscriber s menu 2 Press 1 to redirect all faxes to a fax machine or press 2 to review each
82. into a rolling list for the station where the call is ringing The call is placed in the list along with the number name if provided time and date of the call and status of the call answered abandoned or redirected You can access this list from an LCD telephone with a flexible Caller ID button e When your station is idle press the Caller ID button The Caller ID LED lights green and the latest record displays Press Vol Afor the next record press Vol W for the previous record e To view the call date time and status press SK2 press again to toggle to call name number The Call Park feature enables you to hold a call temporarily in a location other than your telephone These areas are called orbits You or another telephone user can retrieve a parked call from its orbit by specifying the orbit number You can specify one of 20 General Park Orbits 7000 7019 or a valid extension number within the system Once you have parked a call in an orbit you can Hang up and retrieve the parked call at a later time e Originate another call e Access a voice paging device to announce the parked call for pickup from another station If you park a call and it is not retrieved it will recall to the parking station and one of the following occurs If your station is idle when the system Call Park recall timer expires the parked call automatically recalls to your station e If your station is busy the parked call camps
83. is provided this button provides a link to Replay to allow the recording to be played back IPedge UG 01 13 TOSHIBA 211 IPedge Using Companion Applications The following functions are available on the toolbar Find Similar Calls Filter icon Enables the Filters option pre configured with information to match the selected call This is very useful for finding calls made to or received from a certain person or phone number e Print Calls Printer icon Prints a listing of all entries shown in Call History Change the position and width of the columns prior to printing to format the printout as desired Export Listing Export icon Export the listing to either a CSV Text Excel or Text format Filtering Use filters to limit the number of calls or view a certain type of calls For example you might want to see only the calls you made received in the last 7 days Or you want to see all Outgoing calls made to a specific area code since the first of the year 1 Press the Filters icon to open the Call History Filters screen Note The filters button changes from Grey to Green when filters are active This serves as a reminder that the call display list may not display all call records while filters are active 2 Select the options and data for the calls that you want to see Dates Select the date s All means any date e Call Direction Choose whether you want to see incoming In
84. k a a a a aa a e a a ea a a a aaa E a EA aaan A O aa dad stun uc A ade ENEG Switching Between Handset and SpeakerphoONe ooooccccoccocococononococonnccnccnoconnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnns Microphone Mic Mute ButtON ooooooccccnnnooccccconoconcncnonannncccno EE E E cnc cnn ADEE EAEE EER EAR FLOM PEE EE EI E E AOE EET AEN A E AEN EA A A ET Message AA O AER Responding to a Lit Msg LED rrena arar TT T a Turning On Off MW LED on Another Extension oooonocccccnnnooccccccononcnononanononononnnn nc nrcnnnnn nn rn cnn n rn narran LEDndicator Details aida TOSHIBA Contents Chapter 3 SoftlPT Chapter 3 SoftiPT SOPIPAE ICOMS sss sae ive a shah acted alae chee TE A id saausheebebeetieedenelagabeaeeld A 29 Fixed BUtONS ecdad erie dsd 30 Flexible Buttons tud ile 30 LiquidCrystal Display cerisier ira e adi ted Le edad ade eid tae de 30 Configuring SOPA eet ti a ee Ee Ge eE 31 Configure the SOfIPLT arrienda dd AS S E AET S A T 31 Basic SOP T FUNCtONS nir ura alai A ieee A A eta ee 34 Start the Son PT arreo A He er ea aes 34 Answering a Cal Sarera erana ea a wales tek cand a A a a A 35 Switching a Call to Your Headset nesscrnsiirisi ieri eiiie r a AA ENE e 35 Labeling Feature BUWONS S rnnrr an anara a l ALARAS AATA AA A LETTS AEEA TE TE A TEE 35 Using the DIGGI ccoumicin a ir A A A AEAN A Lilien E 35 Usina Echo Canc llerii a e de eh 36 Chapter 4 Feature Operations ACCOM COOS isso riot linia torta lot 37 Voluntary Ac
85. making long distance calls outside your home area code Test a Phone Number Dialing plans can become complex Use these boxes to enter different telephone numbers and check to see the number that will be dialed The dialed number should be identical to what you need to dial when using your phone TOSHIBA IPedge Preferences Docking Tab The docking tab defines the contents of Call Manager when docked to the top or bottom of the screen This includes whether docking is enabled or disabled and a listing of contents by display priority space limits what can be displayed ES Setup Preferences es Lane i General Dising Advanced Docking Docked Profile F Enable Screen Docking Regular Slim Docking Settings V Enable ReDock on Startup 7 Disable Undocking Used Elements Available Elements LCD Call Window a Btno Btn2 Btn1 lt lt Add Btn4 3 Btn3 Btn6 f Bins Bin7 App4 More Buttons Bins Appo History Annt Chat Save l Cancel e Enable Screen Docking When enabled the Call Manager will automatically dock to the top or bottom of the PC screen when it is moved to the top or bottom When dragged completely to the top it has a slim dock view Docking Settings Enable ReDock on Startup Check this box to make Call Manager to startup in the same position and condition as when it was last shut down e Used Elements The displays buttons etc
86. many personal Speed Dial numbers are allocated to your telephone and if you have Speed Dial capabilities enabled on your telephone Set up Store your personal Speed Dial numbers Assign names to personal Speed Dial numbers on supported models There are two ways to begin a Speed Dial Call 1 Press Spdial on an IP5000 series digital telephone or press the button on any telephone 2 Dial the Station or System Speed Dial Number Station Speed Dial numbers occupy numbers 100 199 System Speed Dial numbers occupy numbers 200 999 Table 7 Feature Feature Access Code Sequences Speed Dial Dialing an SD number Station Spdial nnn nnn 100 199 Station SD numbers System Spdial nnn nnn 200 999 System SD numbers a Stations must be assigned enabled Speed Dial capabilities in system programming b If your telephone does not have a Spdial button press the button then dial the three digit Speed Dial bin number nnn TOSHIBA 59 IPedge Feature Operations Speed Dial Capabilities Long SD Numbers Storing Personal Speed Dial Names Assign Station Speed Dial Names Time and Date Setting Local 60 Go to Enterprise Manager 1 Click on Station gt Station Assignment Click on the Basic tab Enter the desired number of SpDial Bins Set System Speed Dial to enable disable Default is Disable a fF WN Click on the Save icon Up to 32 digits can be stored in one SD locat
87. may be delivered over the speaker e Manual Dial an extension When you hear a busy tone press 5 and after one long tone you can talk through the speaker of the destination telephone The person you are calling has answering options as described below e Automatic If your telephone and the extension you are calling have been programmed for Automatic OCA you can talk through the speaker of the destination telephone without hearing the busy tone and without dialing 5 1 If you have a handset call in progress and you hear one tone this indicates that a second station is calling The second caller connects to the speaker in your telephone The Spkr LED flashes and the Mic LED lights You will be speaking to the first caller through your handset and the second caller through the microphone 2 To turn off your microphone speaker to the second party you can press Mic or Microphn Cut off the Mic LED turns Off You will no longer be talking to the second caller although the caller can still speak through your speaker TOSHIBA Speaker Off hook Call Announce Override Override Calls Busy Override Do Not Disturb Override Executive Override IPedge Feature Operations 3 Press Mic or Microphn Cut off again to reconnect to the second caller You can toggle as often as you choose If you do not want the first caller to hear your conversation with the second caller cover the mouthpiece of your handset IP5000 series
88. monitoring for call information Hostname Enter the name of the Server PC where Net Server resides Use Remote Access Port Check this box only when connecting remotely through the Internet When connected locally through your LAN do not check this box Clicking this button enables the Debug utility and have it show on the Main Menu under Settings as well as provide an easy utility for sending all the important information about Call Manager to assist Technical Support to help diagnose any problems when necessary TOSHIBA 145 IPedge Preferences 146 Show Advanced Menu Place a check in the box to enable the Tool tab Advanced menu option This needs to be enabled to capture events or show call information when Call Manager is operating Note The statement TAPI SPI Logging DISABLED is the normal indication and is provided to show Tech Support of the status of this device Tech Support will provide specific instructions for turning on this setting Uplink Debug Files Button Click this button to access the screen for creating a site name a contact for the file transfer and the changing of any options for reporting a problem Site Name Before using the Uplink Debug Files button a site name and contact must to be selected The site name is a unique identifier to make it easier to find the log files for your site and typically the contact should be assigned Any Tech Support to ensure the log f
89. on If you have an LCD telephone you can let the system automatically select an available orbit number which displays on your LCD 1 While on a call press Park in Orbit or press Cnf Trn 33 The LED flashes green consultation hold If you were on an extension during the call and you have line button on your telephone the line LED will flash until the call is picked up depending on programming 2 Specify the Park Orbit using one of the following TOSHIBA Retrieve a Parked Call Call Pickup Group Pickup Ringing Page or Held Call Pickup Perform Call Pickup Table 4 1 Ringing or Page Calls IPedge Feature Operations e Press and the system automatically selects a General Park Orbit between 7000 7019 The chosen orbit appears on the LCD Enter a valid extension e Press and the system automatically selects your extension as the orbit 3 Hang up The caller s extension or line number and the orbit number are shown If the parked call is not retrieved within a specified time the call rings back to your telephone When a parked call recalls your telephone the LCD shows the line or extension that is recalling and the orbit number 1 Press Park in Orbit or press your extension button 32 2 Enter the Orbit Number where the call is parked or for the extension from which you are calling You cannot use x to retrieve a parked call The extension LED flashes at the in use rate when the call is re
90. on Another Extension IPedge The Basics Use your Msg LED button and LCD to see retrieve message s An extension can receive up to four simultaneous Message Waiting indications and LCD messages One message is reserved for the Message Center Your telephone can be programmed to have up to four additional flexible Message Waiting buttons LEDs Check with your System Administrator to see if these buttons have been programmed on your telephone If so substitute them when the Msg button LED is mentioned in the following steps On an LCD telephone if you see a press SK3 to display additional messages otherwise go to Step 2 The indicates additional messages The LCD can show up to three station messages for your extension and three for each additional phantom extension that you may have Press Msg then lift the handset Your telephone rings the extension or voice mail device that sent the indication The LED continues to flash red After answering the message s place the handset back on hook Ifthe Msg LED continues to flash you have more messages repeat Steps 1 3 above to retrieve them Voice mail devices turn off the LED LCD indications after a short delay after you checked all messages To manually turn off your Msg LED press your extension button then press 409 Do this step for each message received If you call an extension and it s busy or there is no answer you may be able to light that extens
91. phone is in Do Not Disturb For example the user may want to set his phone into Do Not Disturb mode to stop all incoming calls but still continue using the power dialer to place outgoing calls Note On some phone systems the Call 250 TOSHIBA IPedge UG 01 13 Adding Action Buttons to Ready to Dial and Results Screens IPedge Using Companion Applications Manager cannot detect and display the Do Not Disturb setting of the phone in which case this setting has no effect e Delay Between Calls it s often desirable to provide some wrap up time after the last call before dialing the next call This value is used to provide this time delay between calls placed by the power dialer e Play Sound on a sound equipped PC the user may want to play a selected WAV file to alert him her whenever a call is ready to be placed This feature and the desired WAV file can be set up here e Delay Before Requesting Call Result it s sometimes useful to give the user some wrap up to finish up some activity in another application before requesting the result of the call This value is used to provide this time delay after the call ended before requesting the user to enter the result e Clear Out Completed Calls When calls have been completed they will still appear in the calls window but they will be automatically cleaned out based on this setting Note The Call Manager provides a Call History feature for more per
92. play You can test your WAV file by clicking on the Test button below the file name Response Buttons Tab The Response Buttons are a series of buttons located at the bottom of the Chat Message Window These can be customized to meet your specific needs by clicking on these buttons to send immediate messages to someone without typing or clicking the Send button Once a communication channel is established you just click the Response Button with the message you want to send Define the Number of rows to create response buttons Messages Response Buttons Features Logging Number of rows C Ca IPedge UG 01 13 TOSHIBA 235 IPedge Using Companion Applications To Change Message in Response Buttons NoteOnly the first eight Response Buttons can be changed from the Preferences window All buttons can be changed on line when in a conversation The procedure to change a button is identical in the Preferences Window as when done on line e Click the Setup icon in the Chat application then click on the Response Buttons tab e Click the button to change and the Response Button window will appear Response Button Caption qe San URL Text Hello Me Send Immediately Caption Enter a caption for the button When Button is Pressed Select what the button will do when pressed by choosing one of the following Send Text will send a text string to the other party on th
93. power dialer Goldmine Export The Goldmine contact management software provides a way to setup re usable filters and export formats as well as a way to add a Dialer export button on the Goldmine screen Using these features and the automatic import feature of power dialer described above it is very easy to send a list of Goldmine contacts directly to the power dialer to be dialed Configuration The Dialer provides some configuration options for the user To view or Settings change the configuration right click on the icon in the upper left corner of the main screen and then select the Setup menu option This will bring up the Setup window as shown below Dialer Setup Place Calls While in Do Not Disturb ae C No Yes Cancel Delay Between Calls Seconds Play Sound C No When Ready to Place Call Sound file_ PY Browse Delay Before Requesting Call Result 1 Seconds Clear Out Completed Calls Daily v Overdue Calls Calls are Overdue if more thar 30 minutes past due V Place Overdue calls before Due Now calls Remove Overdue calls more thal 14 days past due Auto Export Results of Call Attempts Enable Which Calls All Call Attempts Only Completed Call Export to file pialResult CSV Browse Export File Format e CSVfile TEXT file e Place Calls While in Do Not Disturb This setting controls whether the power dialer should attempt to place calls if the user s
94. refresh go back go forward URL Browser Setup Home URL http www toshiba convtai americas Optional Toolbar Menu Refresh URL Stop Y Back Forward TOSHIBA IPedge UG 01 13 IPedge Using Companion Applications Soft phone As a license option Call Manager can have the VoIP softphone option If that option is activated the user can use all of Fixed buttons Programmable buttons and Soft keys on the telephone In addition if the user prefers the softphone screen can be shown as a companion application The user can click keys on the softphone and it behaves the same as the IP telephone The telephone must be configured as the 10 button large display telephone in IPedge and the SHIFT button must be disabled Preferences p 102351 acy SS c wea Feo x2351 KATZ SIPT 4 04 PM Tue Sep 13 gt Spdial Redial Cnf Trn Katz sIPT NO 2351 A AE ES SEP 13 TUESDAY 04 04 5 JKL 6MNO 7 PQRS 8 TUV EN T IPedge UG 01 13 TOSHIBA 255 IPedge Using Companion Applications History 256 9000000 Call Manager automatically creates a log of calls dialed and received on the local telephone extension This Call History provides the user with a valuable log of his or her phone calls Viewer Button History Contacts E hat Dialer l WebBrowser O YSB 4 gt H cats 159 i Incoming Outgoing Missed Page Buttons Year Day T
95. running in the background even after pressing the Close x button 3 Click OK To check how many Outlook profiles are on your PC 1 Go to Start gt Control Panel gt Mail 2 Double click the Mail icon 3 Click the Show Profiles button 4 Here are all the profiles setup on your PC see Figure on Page 34 WT Mail Setup Outlook x E mail Accounts 3 Setup e mail accounts and directories gt Data Files Change settings for the files Outlook uses to Data Files Ca store e mail messages and documents Profiles Setup multiple profiles of e mail accounts and Show Profiles data files Typically you only need one _ Close Figure 2 Mail Setup Outlook TOSHIBA 33 IPedge SoftIPT Basic SoftIPT Functions 34 Start the SoftIPT Making a Call lt A Mail General D The following profiles are set up on this computer Add Remove Properties Copy When starting Microsoft Office Outlook use this profile Prompt for a profile to be used Always use this profile Outlook v Cnc Figure 3 Mail Profiles e Double click the SoftIPT icon on your desktop To make a call 1 Click Speaker then select the on screen dial pad buttons to dial a call 2 When connected to a call you can select any of the call buttons such as Redial Hold or Conf 3 Click Speaker to end the call Note Do not use BGM 490 on the SoftIPT It conflicts
96. send Automated Attendant calls directly to voicemail when activated For outgoing calls IPMobility uses either the Callback or Call thru process Callback After a destination number is dialed IPMobility sends a data signal to the IPedge system over the Internet IPedge then calls the mobile device and asks the user to press 1 or to accept the call After confirmation the system will connect both TOSHIBA 85 IPedge IPMobility Application calls Call Thru After a destination number is dialed IPMobility sends a data signal to the IPedge system over the Internet IPMobility then dials a specific number into IPedge The system dials the destination number and connects both calls yi Internet Connection Mobil i 2 IPedge calls user and bridges call with outside number Figure 1 IPMobility Application Workflow Before You Begin Users will need to obtain some information before using IPMobility e IP Address of Voicemail IP address of the IPedge server e Mailbox number usually your extension e Voicemail Password e Direct Inward Dialing DID Number This is the number for the IPedge system Download IPMobility The IPMobility app requires internet access to the host Pedge Application f f aoe ppilcatlo Note Mobile devices require a data plan with an option to enable Wi Fi access for locations with poor cell network service The IPMobility App must be installed on the mobile device
97. should be used for every call TOSHIBA New Message Notification Incoming Calls Table 8 Notifications IPedge IPMobility Application Android iPhone This will enable the automatic message notification in the notification bar on the Android phone If disabled the New Message indicator will display on the Messages page Note Enabling Message Notification push notification will set the IPMobility Application to periodically poll the Pedge for new messages which may decrease the battery standby time When the IPMobility App is installed these options can be found under Settings gt Notifications gt IPMobility gt Badges Sounds Banners If the follow me feature is active in the mailbox when a caller dials the office extension from an automated attendant or the extension timed out and the caller was sent to voice mail the call will immediately ring on your mobile device and the DID if the IPedge system will be displayed The call may be answered or ignored Note ring Table 9 Answering Incoming Calls The Caller ID notification may display one or two seconds after the initial Android iPhone 1 Answer the incoming call 2 Tap the IPMobility icon in the notification bar or 3 Select Home button and select IPMobility or press and hold the home button 1 Answer the incoming call or tap the banner 2 To open the app tap the notifi
98. telephones can receive Speaker OCA which enables stations to receive internal calls over their speaker while on another call using the handset The available override features are e Busy Override e Do Not Disturb Override e Executive Override e Destination Restriction Traveling Class Override e Class of Service Override e Privacy Override Ring Over Busy Override enables you to send a muted ring tone to a busy station to indicate a call is waiting The Busy Override BOV muted ring can be programmed for each station to be two muted rings only or continued muted rings until the call is answered This option applies to the station receiving the muted ring The muted ring can be sent to the telephone speaker or to the telephone handset headset and speaker To use Busy Override e After reaching a busy station press 2 A muted tone is heard at the busy station indicating that a call is waiting The station number displays Do Not Disturb DND Override lets you send a call waiting tone or ringing toa station in DND mode to indicate that a call is coming in Your telephone may be programmed to block DND Override from other telephones Your station s LCD shows that the station you have called is in the DND mode OCA is possible to DND stations from stations that are programmed for DND Override To use DND Override e After reaching a station in DND mode press 2 A tone signal is heard at the DND station indicating a call is com
99. text denote cross references In the electronic version of this document Library CD ROM cross references appear in blue hypertext Related Documents Media 10 Some documents listed below may appear in different versions on the Toshiba FYI site or in print To find the most current version check the version date in the Publication Information on the back of the document s title page The following are related documents for IPedge systems IPedge General Description IPedge Installation Manual IPedge Feature Description and Implementation IPedge IP5000 Series Telephone Quick Reference Card Important This document may contain references to features intended for future implementation TOSHIBA The Grand Tour 1 The IP5000 series telephones connected to a Strata CIX telephone system running Release 5 2 or higher software include a selection of IP telephone models and matching IP add on modules as well as a 60 button DSS Console See Table 1 for more details Some IP5000 telephones offer a built in gigabit ethernet switch allowing the telephone to auto sense the network speed 10 100 1000Mbps The IP5522 SD IP5622 SD 1P5531 SDL and IP5631 SDL telephone models do not support 1000Mbps Through dynamic soft key assignments the LCD telephones provide easy access to frequently used features by prompting specific tasks providing Outside Line Identification User Name Number Call Duration Date Time of Day displays
100. this call fe Normal call information attached to this call ha At least one field of priority call information is attached To View Call Information Right click the Call Info icon fe on the right side of the Call key for the desired call This window can contain many different fields depending on your configuration and the call information attached Note These windows can automatically popup whenever a new call arrives by using the Popup Call Info Screen action in the Personal Call Handler 4 Standard Call Info Phone Number 133620 NamefReisha Account 4 DID Name FWD Xfr From Cancel EA Outlook New Contact Lookup Add Journal Divert Call Toj Vmail Box To Add or Change Information 1 With the Call Info window open place the cursor into the box to be changed and use the keyboard to add or erase information Note The ability to add or change information is controlled by Preferences gt General gt Extra Info settings 2 Click the Update button to save the new information Once changed other programs will use this information For example the call is being screened and transferred into an ACD queue the caller could define a Preferred Agent by entering an agent s ID into the Preferred Agent Information field When the call is transferred this information is available to be used by the ACD application TOSHIBA 130 To Copy Call Information to Another A
101. to all agents and supervisors in the queue Enable Queue Enable the queue 24x7 if currently disabled Supervisor only Disable Queue Disable the queue if it is currently enabled Supervisor only Use Schedule Enable the queue using the Schedule for the queue Supervisor only The schedule days times are setup in Strata ACD When you want to see more detailed information on an ACD queue you can change to the expanded view As mentioned previously to expand the information on an ACD group simply click on the Plus sign in the status LED or right click the group and select Expand menu In this view you see a more detailed view of 1 Calls in the queue 2 other Agents and Supervisors in the group and 3 your own status 1 The Calls line shows the current number of Active and Waiting calls in queue as well as how long the longest call has been waiting displayed as LCW for Longest Call Waiting 2 The Agents line shows how many total agents are in the ACD Group as well as a breakdown showing the number of Idle Busy Unavailable and Logged Off agents By clicking on the Plus sign you can further expand the view to show each agent s ID Name and Status Plus the status of each Supervisor is also shown in this list Right click on an agent or supervisor in the ACD Group to send them a Chat message or if you are idle to Call the agent or supervisor on the phone Viewer Buttons Hist
102. to be used in each profile are configured by moving available elements to the Used Elements list Whenever the Call Manager is screen docked it will place the elements from the Used Elements list on its screen Available Elements The Available Elements list shows the types of elements that are available for use in this profile Note Once you ve changed the screen docking settings the new settings will not be used until the Call Manager is undocked if it s already screen docked and then re docked e Docked profile Regular provides the original docking mode Slim provides one line docking mode TOSHIBA 143 IPedge Preferences Advanced Tab Access this screen by clicking Preferences gt General gt Advanced tab The basic connection for the Call Manager can be changed using this screen It also has the capability of sending log files to Technical Support for debugging problems encountered The TAPI Service Provider should not be changed unless your System Administrator has instructed you to update the settings for finding Net Server for your application TAPI Service Provider Net Server Diagnostics Logging Uplink Show Advanced Menu TAPI SPI Logging DISABLED 144 TOSHIBA IPedge UG 01 13 TAPI Service Provider Diagnostic Logging Uplink IPedge Preferences e Enter the Service Provider Name This must be set to access the TAPI service provider to be used typically t
103. transfer The call is supervised during the transfer process so the call can be announced to the receiving party before completing the transfer A supervised transfer also allows the person originating the transfer to take back or cancel the transfer While on a call press the TRNS Soft Key Dial the extension where you want to transfer the call The call rings the destination station and your telephone returns to the idle state If your telephone does not go idle the destination may be located in a remote node so you need to hang up to return to idle state Note For DN in remote node the user can transfer by entering after DN is entered While on a call press Cnf Trn Your Line LED flashes green and you hear an internal dial tone Dial the extension where the call will be transferred You can remain on the line and announce the call or hang up to complete a blind transfer Note If the privacy option has been disabled then if you use a Line button when you transfer the call the LED will flash red until the receiving party answers While the LED is flashing you can press the Line button to return to the call If the receiving party answers the call the LED turns solid red and you cannot reconnect to the original caller TOSHIBA Transfer A Call Directly To Voice Mail Vm Transfer A Call Directly To Vm With A Dss Button Call Waiting Place Current Call on Hold to Answer Waiting Call Using the
104. transferred to followed by 3 Change your personal message greeting see Greetings chapter to indicate to the caller that they can use this key press For example Press 1 to be transferred to my assistant Follow me Follow me enables you to set up your mailbox to forward a call to another phone number before the call is transferred to your voicemail For example you may be out of the office but are expecting an important call and want all calls to be transferred to your cell phone Follow me is an optional feature that may or may not be available in your organization and depending on how it is set up can also allow you to e Accept a call or reject it and send it to voicemail e Record the conversation once the call is accepted e Conference in the operator and stay on the call or drop out e Conference in another extension and stay on the call or drop out Follow Me feature provides telephone operation integration with the following capabilities 1 Follow Me feature control button on the phone User can now assign the button for Follow Me feature and activate and deactivate the feature from the button on the IP telephone to easily change the operation when users are in the office or on the road 2 Hand off When the user take the call from the cell phone and return to the office the call can be easily handed off to the desktop phone by pressing the same button 3 Status Indication The button has the LED to show the s
105. u log The log files will be defined first by date then by the name of the Chat party Reversing the parameters u d log would be organized by name then date Interfacing with Call Manager Chat is designed to operate with other Windows applications Other Programs For example a user of a phone program such as Call Manager may want to press a button to immediately open a chat window with your ACD supervisor when you re on an Urgent Call Or you may want to coordinate the DND settings of your phone with the DND of Chat Or you may need to periodically send a broadcast message to a group of people based upon a trigger such as a meeting reminder These types of operations are supported by a DDE 284 TOSHIBA IPedge Using Companion Applications Command interface This section defines the format for the DDE Command Interface its supported commands with examples with how they can be used Format of the Other programs can be setup to send DDE commands to trigger actions in Chat to DDE Command perform a set of functions The basic format for this DDE command is as follows Interface T e Application Name MSGPOP e Topic SYSTEM DDE Execute String lt Command gt Command 1 Open a Format CALLEXT Ext Msg_Type Message Send_Option where Ghat session CALLEXT The command name Extension Number Ext the extension number of the person to chat with If you leave this blank the main Chat window will pop up and allo
106. want to send Define the Number of rows to create response buttons Messages Response Buttons Features Logging Number of rows C Ca IPedge UG 01 13 TOSHIBA 281 IPedge Using Companion Applications To Change Message in Response Buttons NoteOnly the first eight Response Buttons can be changed from the Preferences window All buttons can be changed on line when in a conversation The procedure to change a button is identical in the Preferences Window as when done on line e Click the Setup icon in the Chat application then click on the Response Buttons tab e Click the button to change and the Response Button window will appear Response Button Caption qe San URL Text Hello Me Send Immediately Caption Enter a caption for the button When Button is Pressed Select what the button will do when pressed by choosing one of the following Send Text will send a text string to the other party on the chat call Push URL will send a URL to the other party on the Chat call and pop open a Web Browser window to that URL Send Text Type in the text message or URL you want to send when you click on this button Your text message can be any length in size Send Text Message Immediately Check the box if you are sending text and you would like to send it immediately without clicking on the Send button e Click OK to save the changes you have
107. who is logged in to this group 6 Ifno agent is available in the hunt group the call is queued to the UCD pilot The caller may hear the MOH source assigned to this group or Ring Back Tone RBT depending on the configuration The call will be delivered to the first agent that becomes igle Ifthe call cannot be answered within the preconfigured time the call is routed to an overflow destination If no overflow destination is programmed the call will remain in queue TOSHIBA Login Logout IPedge Feature Operations Login and Logout is controlled by the Login key assigned to the agent phone The Log status is displayed on the Login key as shown below e Login Key is On Steady e Logout Key is Off The Login Logout feature is applied to the call which terminates to UCD pilot only Therefore the call can terminate to agent Prime or Phantom PDN directly even if the agent is in Logout state Also Login Logout can be activated by an access code The default numbering plan is shown below Access Code Feature 6061 Login from Agent Station 6062 Logout from Agent Station 6161 DN Login Agent Station DN from another station 6162 DN Logout Agent Station DN from another sta tion where DN the Directory number of the agent station TOSHIBA 63 This page is intentionally left blank Messaging Features Access your Mailbox by Phone Set up Your Mailbox for the F
108. will open on the other PC The user will be capable of using the Pen Tool to mark areas on the document when viewing the White Board screen To make changes on the document requires switching to Word editing the document saving the file and then sending the edited copy back to the originator Using this tool opens your e mail service on your PC takes a snapshot of the Whiteboards including all pen marks and attaches the image as a JPG file to the new e mail message You then can address the e mail create a subject and type a message to go along with the attached file Using this tool causes a snapshot of the Whiteboards to be saved as a JPG file The screen opens to a Save window to allow you to choose the file name and location for the file to be saved The default location is under your Documents and Settings lt user name gt Local Settings Application Data Toshiba Strata Call Manager The Chat application Setup menu provides access to the Whiteboards Preferences screen in the Features tab Highlighting The Whiteboards Preferences screen defines a default Pen Width and Color to be used when Whiteboards session is opened During a communication session these can be changed at will as described above Chat Setup Messages Response Buttons Features Logging Features Y Allow others to push URL to me Y Enable Do Not Disturb feature Y Show offline users in Everyone folder C Do not take focus f
109. will send the message with the subject heading FW Voicemail The user will receive the file in WAV format 96 TOSHIBA Pedge UG 01 13 IPedge UG 01 13 IPedge IPMobility Application Forward to a Enter Mailbox Record Comments 10 00 O Record Show Message Options gt 2 If forwarding via voice mail enter in the mailbox number of the recipient or select the address book icon to find the mailbox number 3 Tap Message Options Hide Message Options v Priority OFF Confidential OFF Retum Receipt OFF No Receipt Notification Future Delivery 4 A forwarded message may be tagged as priority confidential return receipt no receipt notification or future delivery For no receipt notification and future delivery users are asked to input a date and time Reply TOSHIBA 97 IPedge IPMobility Application 98 The allows the user to reply to the currently selected message via email or voice mail A message from a voice mail user may be replied to via voice mail or email For voice mail enter the mailbox number of the recipient or select the address book icon to find the mailbox number If replying by email enter the email address of the recipient Users may record comments to be added to the beginning of the message intended for the recipient The message may be tagged as priority confidential return receipt no receipt notification or future delivery For receipt notification and futu
110. with incoming calls To make a Call using a USB Handset To install a USB handset refer to the vendor s documentation and or website 1 Go off hook pick up the receiver or press the hook switch button on the USB Handset to get dial tone 2 Dial the phone number click the on screen dial pad buttons input numbers asterisk key pound key from PC keyboard or use the key pad on the USB handset if available 3 To end the call go on hook put down the receiver or press the hook switch button TOSHIBA IPedge UG 01 13 Answering a Call Switching a Call to Your Headset Labeling Feature Buttons Using the Directory IPedge SoftIPT To answer a call using the Shift button e Ifthe LCD screen is set to view keys 11 20 and a call comes in on key 1 the phone will ring and Caller ID information displays on the top of the screen press the Shift key to view keys 1 10 and answer the call You can switch a call from your IP telephone to the SoftIPT by placing the call on Hold and using the Call Pickup feature 1 Press Hold 2 On the SoftlPT dial 5 72 the extension number of your telephone Note You can also add this dialing string to a flexible button on your SoftIPT phone as a One touch Speed Dial button for ease of call switching SoftIPT Version 3 0 provides soft labels preset by the Strata CIX system If you wish to change them contact your system administrator You can create a directory with MS Outlook
111. 06 on 11 17 2009 Options During a Chat Conversation Several options are available to the user when right clicking within the conversation window to open a menu of options The chat window contains three windows the Chat Box the Canned Replies and the Whiteboard The whiteboard may not be visible in the chat window it depends on configuration The three windows are accessed from the view menu To Call the Person using your Phone This option is to make it more convenient when you need to speak with the person rather than just sending text e Click Chat tab then Phone Enter the phone number or if the number is automatically populated then click Call To Copy the Conversation From the Edit menu click either Copy or Copy All to copy the highlighted or all of the conversation to the Windows Clipboard for pasting into another application To End the Conversation e Press the Close button to end the conversation 226 TOSHIBA IPedge UG 01 13 IPedge Using Companion Applications To Open a Whiteboard Collaborative Session e Click Share Whiteboard Screen This option is only offered once the called party has responded to the Chat session Giai i gt a bgreen Home x104555 Silent Message Conver gt Esa File Edit View Chat Chat Box X Whiteboard 1193351 Hi a m Canned Replies x Hello J Hola Jl Okay Good 5 Conversation with bgreen
112. 1212 Terrie Green Date Time When 11 19 2009 y 5 Minute Info Status Enable Disable Save In the Date and Time drop down are used to set the date and time of your call You also have a choice of selecting Today and Now to place a call immediately Calls in the list that are enabled will automatically pop up a screen for the user indicating that it is time to place the call This screen is Ready to Dial screen The screen will contain the information entered into the list about the caller and if the optional User defined Action button is enabled then pressing this key can cause more information to be available about the party or trigger one of a number of other functions The user has the choice of Call Now or Later If later is chosen then you will be asked for a new time after which the call will return to the list Pressing Cancel will disable the call before returning the call to the list verrrrrrr Personal Power Dialer x Click hereto place call to Dan Pollind at 3161 A O x When the call is completed a Results dialog box appears shown below The status of the call can be changed by default it is marked as completed If the call needs to be placed again checking the Try Again box will open a time frame for the retry second dialog box shown below Setting the time an actual time or an elapsed time and pressing Okay will place the call back into the list As was done in
113. 2 661 2467 10072 R S a 4 Then simply use Save As and save the file as a Text Tab delimited file as shown in the following window Note The CSV comma delimited format can also be used 2x My Documents Desktop Y Favorites Then in windows explorer simple drag this file into the power dialer window and all the contacts will be immediately added to the power dialer list of calls Note Alternatively if you save this file from MS Excel directly into the APDimport sub folder of Call Manager the entries will be automatically imported into the power dialer TOSHIBA 295 IPedge Using Companion Applications Drag and Drop Other files Any program that can export contacts into a tab delimited or comma delimited text file format can operate with the Dialer Similar to the MS Excel file those files can then be dragged dropped or automatically imported into the power dialer Goldmine Export The Goldmine contact management software provides a way to setup re usable filters and export formats as well as a way to add a Dialer export button on the Goldmine screen Using these features and the automatic import feature of power dialer described above it is very easy to send a list of Goldmine contacts directly to the power dialer to be dialed Configuration The Dialer provides some configuration options for the user To view or Settings change the configuration ri
114. 3 IPedge Actions Set Phone This action changes the Call Forwarding setting of the phone in the PBX for the Forwarding prime DN of the phone The action can determine the type of forwarding Immediate Busy No Answer Busy No Answer or Off and the destination View Change User Defined Actions E amp Action Count 3 Minimize Name Forwarding all Type Set Phone Forwarding Modify call info E f i i Play wave External browse Internal browser Forward immediate a Extra Call Info Phone screen el Destination 3589 Run Keyboard macro Lunch message Forwarding all e Choose Forwarding Select from the drop down list the forwarding action to use Destination Define the number for the destination of the forwarding This is left blank when using Forwarding Off IPedge UG 01 13 TOSHIBA 179 IPedge Actions System PBX This action can be used to send appropriate OAI commands to the PBX to Command perform functions Up to five commands can be specified and each command is executed sequentially when this action is called View Change User Defined Actions oe i ee BE Action Count 32 Modify call info Name pgx Type System PBX Command x Play wave External browse Internal browser Command Command2 Command3 Command4 Command5 Extra Call Info Command MATAN Phone screen Run Keyboard macro Lunch message Forwarding all
115. 32 Group No Group Ext No A call ringing this Ext No only Other lines ring 5 22 Ext No ing on the same phone are unaffected Outside Calls Any incoming outside line call 5 9 TOSHIBA 45 IPedge Feature Operations Table 4 1 Call Transfer Held Calls To Pick Up Press Ext Button then dial access sequence below Local A call held on this telephone 5 71 Retrieve Remote A call held on another Primary Ext No 5 72 Primary Ext No Retrieve Directed Ext Retrieve A call held on for this Ext No regardless of 5 74 Ext No where this Ext No appears Perform Call Transfer Immediate Transfer Using The Cnf trn 46 Button Notes The Primary extension number is the directory number by which the telephone set is defined Other non primary extension numbers may also appear on the telephone By convention the Primary extension number is assigned to the first button on the bottom left hand side of a multi button telephone If more than one call is on hold the call on the telephone s lowest button number is picked up Ringing calls are picked up over held calls as a priority Call transfer allows a call to be directed from one telephone to another There are two types of call transfer Blind transfer The call is directly transferred to another extension without announcing the call or waiting to see if the caller is available Supervised
116. 4 Display Advisory Messages DESCRIPTION When Call Forward Busy or No Answer is activated on your telephone and your telephone receives an internal call or incoming line call the following call forward operation occurs If your telephone is busy on an existing call new calls to your direct line telephone number will not ring your telephone all new direct line calls will be sent directly to the CF Busy or No Answer destination Tf your telephone is idle your telephone will ring if the direct line call is not answered within a predetermined amount of time the call will be sent to the CF Busy or No Answer destination The amount of time your telephone will ring before it forwards is the amount of time set in the Ring No Answer timer Notes 1 Internal calls will not forward to the direct line destination Internal calls only forward to the Internal Call and Line Call destinations 2 Your telephone may forward even if you do not activate Call Forward this is because your system administrator has activated System Call Forward on your telephone Your telephone must have Station Speed Dial numbers enabled by your System Administrator to provide the Station Speed Dial feature You can have a maximum of 100 Station Speed Dial Numbers up to 32 digits each assigned to each station Only the Speed Dial numbers that are assigned to you by your System Administrator appear on this screen 1 Select Speed Dial tab The Station Speed Di
117. 4 add or change 188 317 Index D K 318 creating 188 delete 188 call hold 26 call info export 168 call pickup 45 306 call waiting 56 calling 23 calling from SoftIPT 34 35 calls answering 126 hold 127 outgoing 125 transferring 127 chat 223 270 class of service override 56 Cnf Trn 15 CO line 306 call transfer 46 color back 159 default 159 text 159 companion application windows 123 conference 161 add split join drop 50 hold 26 voice mail 49 contact add 137 D DDE message 175 dial 161 area code 141 dial buffer 118 dial directory 23 dial pad 118 dialer 139 dialing hot key 126 147 on screen 125 dialpad 125 direct station selection buttons 51 directory extension 206 speed dial 207 directory number 306 distinctive ringing 309 do not disturb override 55 Do Not Disturb 117 door lock 306 drag and drop 126 166 drop 50 DSS 51 DSS message 202 E emergency page 58 enable sound 135 exclusive hold 26 executive override 55 exporting actions 185 extra info 135 feature 136 F features 306 field name 171 flexible buttons 30 forced account codes verified non verified 37 forwarding 179 G Goldmine 115 group pickup 45 H handset calling 23 handsfree answerback 25 hangup 161 Hold 15 hold 26 161 line hold 44 46 home area code 136 138 141 outside 142 hot dialing 22 23 importing action
118. 44 Setting Up Hot Key Dialing POPUP ooooccccccncocccccccononccccccononcnnnnnnnnnnnnnnnnnnnnncc na nnn a nn cc nn nnn nn cnc ca nannncnccnnns 147 Setting SHOMCUL KEYS ninia 147 Skin Editors Ais cAvaiinh aie on a niente da asl alanine ia ee 149 SKINS FOS Tu Sieve zac sees tace ack tt ds 150 Saving Creating New Deleting SKINS ooooconnnncccnnnnoccccccnanonnnccnanancnn conan cnn rc nano nn carr cnnn rra rrnnnn rra 150 The Skin EditOF ot a need 151 LCD Background and Text Colors soe e E AE EA AEEA EEREN AEE RELIE SERE EA T TETEA 151 Insert your Logo imo the SKIN tenerte aana REE ARE dote id aaa ad 152 Changing Call Windows Appearance oococccccnnnconccncnnnnoncnnnnnnonnnnnnnn nono o nn ratat nn nn nn rr nr nr rrrnn rra 152 Changing the Button ACD Button AppearanCe oocooccccccconoccccccnanoncnccnnnonnnnnonanoncnnnnnnnn nn cnn rana rn narran 152 Emal SKINS aara A os aii 153 PPP td sie tece sep eguees AE E AA hal svgeueuta aE deeedecentnnedtaaslancdudes fee steanidperteeustdtece 154 o terete teens tre eter eee 154 Update Tab 2 26 22 A Ao Pea ia ens Ya ms tise he ava ln Un tae do el do ta tata 154 Delete Tab o an as ia 156 O 156 Chapter 13 Buttons Programmable BUtONS iii a iS 157 User Programmable KOy Seire rn cil 158 Tomta ze Kei dida 158 TEONA ROV A A tia 158 TICO MAS E a OA 159 CHANGE KoV eee n nice eat aiii EERE 159 TOSHIBA Contents Chapter 14 Actions Chapter 14 Actions Creating ACIOS ecards lc tecla a ed rondan AA
119. 7 Outlook Preferences es Y Enable Outlook Integration Dialing Home Area Code 714 4 On Manual Dialing Lookup in Outlook Automatically Open a CONTACT for each Call Automatically Open a Journal for each Call E Automatically View the Contact s Web Page Incoming Screen Pop NOTE Use the Personal Call Handler feature to perform Outlook Screen Pops Calendar NOTE Use the Personal Call Handler to perform Actions when Calendar Reminder events occur Outlook Phone Link Setup Save Cancel Enable Outlook Integration This main option enables disables the Outlook Integration features This must be checked for any Outlook features to work If you re not using Outlook then this should be disabled Home Area Code Enter your home area code This is used for dialing local calls when the area code needs to be stripped from the dialing TOSHIBA IPedge Preferences On Manual Dialing Lookup In Outlook When enabled whenever you dial a phone number manually the phone number will be looked up in Outlook to see if there is a match If there is an exact match only one Contact entry matches the name and account number from the Contact will be automatically attached to the call Typically this should always be enabled Automatically Open a CONTACT for each Call When enabled whenever you dial a phone number that matches an Outlook Contact that contact will be popped only sometimes referr
120. 9 All Calls in My Area Code Calls to These Office Codes E Dial Area Code on All Local Calls LONG DISTANCE calls within my Home Area Code V Add 1 7 Dial Area Code Plus the Number Calling Outside the Home Area Code LOCAL calls 9 None Only Calls to These Area Office Codes LONG DISTANCE calls Outside the Home Area Code 4 For Long Distance Calls add 1 Save Cancel Help Test a Phone Number Test Number This will be dialed Test TOSHIBA pedge WG 01 13 Calling Within My Home Area Code IPedge Preferences Home Area Code Set this to the Area code where the phone is located This will be used by Call Manager to determine which dialed calls are within your home area code and when searching a contact manager reverse screen pop the dialed number will need the area code included e g Microsoft Outlook This is a duplicate of the entry to the one made in the Dialing Tab thus the value entered previously will show here All Home Area Code Numbers Local Select either All Calls in my Area Code or only Calls to these Office Codes Local Office Codes This entry is only presented if you chose Call to these Office Codes in the previous step The pull down listing shows the exchange codes prefix codes that are considered to be a local call from your location Click the C button to display the Change Dial Rules screen To Add Local Prefix Codes Enter the prefix code and click Add T
121. Advance menu item to see what is actually occurring when that action is being used View Change User Defined Actions Action Count 33 Show all the info Screen pop Tiger Screen Pop ACT Attach account co Export call info to Log to a file Minimize Modify call info Play wave External browse Internal browser Extra Call Info Phone screen Run Keyboard macro Append Joe Blow Il 9495833000 Abandoned into C log tct Succeeded Log String i T z Z P i ZN Zl Name Abandoned calls Log File Name C log tet 9495833000 Joe Blow II 24321 AN P Abandoned Type Log Info to File bd bd TOSHIBA IPedge UG 01 13 Personal Call Handler 15 Personal Call Handler This powerful feature of Call Manager allows you to create Call Handling Rules to automatically take actions when certain events occur and specific conditions are true That is you create a rule so that 1 when an Event occurs and 2 if certain conditions are true and then 3 perform specific Actions Following are a few examples of what you can accomplish with these Rules When an Outside call with CallerlD rings and I m not on another call popup Microsoft Outlook and lookup the caller info in the database Whenever answer a call without CallerlD automatically present a screen so can type in the caller info for that call
122. At any time during the conversation press again to trigger the call options You can press 0 for the operator or and another extension number then hang up When call screening is set up a caller is asked to state their name before the call is transferred to your extension You then have the opportunity to accept the call or send it to voicemail If call screening is available in your organization you may activate or deactivate it through your phone 1 Call the voice messaging system and select 3 5 2 The system informs you if call screening is activated or deactivated 3 To change press 1 You can have calls sent directly to your voicemail when you do not want your office phone to ring 1 Call the voice messaging system and select 4 1 2 To deactivate and have calls transferred back to your phone press 1 again TOSHIBA 81 IPedge Other Messaging Applications Setting up a Personal Schedule Recording a Scheduled Greeting Unified Messaging Access your Voicemails through Email 82 The personal schedule allows you to manage calls according to a schedule you define With the personal schedule you can e Route a call to one or multiple destinations based on caller ID time or a combination of the two e Play different greetings based on caller ID time or a combination of the two e Setup alternate dialing menus allows callers to press digits on the keypad during your message to be transferred to a pers
123. BX extension 100 agent ID 105 uses PBX extension 105 etc With this type of installation you will be able to place a chat call or chat broadcast message to an agent even when he she is not Logged In to an ACD group ACD Viewer Setup ACD Group Status Notifications SCM LCD Miscellaneous PBX C PBX extensions correspond to Agent IDs Save Cancel Using ACD Viewer This section describes how to use the ACD Viewer for both agents and supervisors Collapsed View The ACD Viewer starts out with a collapsed view of each ACD queue This takes up very little screen space but still provides a high level status of each of your ACD groups That is the ACD Status View window displays one line for each of the ACD Groups of which you are a member The ACD Group Name Queue Number and Status Enabled or Disabled are displayed If the queue is on a schedule the time the queue will be enabled disabled by the schedule is displayed Each ACD queue has an activity LED that changes colors based on the status of the queue Gray Idle no calls active or waiting and at least 1 agent logged in and available Green Active at least one call active but no calls waiting and at least one agent logged in and available Yellow Warning Default one call waiting and at least one agent logged in But this threshold is configurable Red Urgent Default Two or more calls waiting OR no agents logged in and avail
124. Busy or No Answer is activated on your telephone and your telephone receives an internal call or incoming line call the following call forward operation occurs If your telephone is busy on an existing call new internal calls and incoming line calls will not ring your telephone all new calls will be sent directly to the CF Busy or No Answer destination If your telephone is idle your telephone will ring if the call is not answered within a predetermined amount of time the call will be sent to the CF Busy or No Answer destination The amount of time your telephone will ring before it forwards is the amount of time set in the Ring No Answer timer Note If Direct Line Call Forward is activated on you telephone calls to your direct line telephone number will not forward to this destination they will forward to the direct line CF destination if activated When Direct Line CF All Calls is activated on your telephone and you receive a call on your direct line telephone number your telephone will not ring the call will be sent directly to the CF All Calls destination Notes 1 Internal calls will not forward to the direct line destination Internal calls only forward to the Internal Call and Line Call destinations 2 Your telephone may forward even if you do not activate Call Forward this is because your system administrator has activated System Call Forward on your telephone When Direct line CF Busy is activated and your
125. Call Handler aaa sated 187 Creating Personal Call Handling RuleS ooococconnococccoconnoccccccnnnannccnnnnoncnccnnnnnnnn nc canon AEE ERE aE araks 188 hike Matches a ai oe a ona 196 Unlike Matches c ccitciccconaosiocooniind liado hiaiiesden detent is laa edad Aledo S 197 EXPOrt Rules a idad ocre aia Date ode 198 Impong RUSS ara ri duos dali 198 Chapter 16 Using Microsoft Outlook Dialing from within OUtlOOK entons aa a a nn eee cnn nn nn rn nn E A rr arca 201 Incoming Cals esiis reia i A dit tect 201 Integrating with Outlook Calendar ooonnnccccnnnnnnicinonnoccccnnnnnonnncnnn nono conan nono cnn nara nn r cnn rn nr rnnr rca 202 Create Actions to set and clear the DSS MessaQ8 ocoococcccccconocnccccconnnnnccnnnnnnnncnannn nn nn conana nn nr rnnnnn 202 Create Personal Call Handler Rules oooooooncccccononocccccncnonacc nana nonn o ncn nono nana r anno nn nnnn rra 204 The Final PCH RUES ocio ie tio acta 204 Chapter 17 Using Companion Applications Contacts ssiscituenci iti A to ee ee 205 Sorting Enies cmo Laden id A dia 205 Searching EMES car e ir les 205 Directory rorarii na E a ed a 206 Personal Speed Dial Directory oooocccnnnccccconnnniccccconnnccccrnra nn 207 Presence Viwe eissien aad A e EEA A R N erneer 207 HIS Vo oo laca Makes des EA ASEA AT TA 209 ACM ao 213 TOSHIBA Contents Chapter 17 Using Companion Applications LOGGING In Or OUT eirin eaa REEE E A A A a tee 215 ACD REKOU ae iE OEE EEE a A A
126. Call Manager folder Each rule created can be saved as a file for backup purposes and copying to another PC to allow the same rule to be used by other users TOSHIBA 197 IPedge Personal Call Handler Export Rules Importing Rules 198 Once a rule has been designed exporting the rule is recommended to provide a backup copy and that file can be copied to other Call Managers To export a rule you will need to be in the Add Edit Rule screen and click the Export Rule button Pressing Export Rule copies the details of the rule into a special file named xx RUI where xx is a number assigned by the system corresponding to the rule number e g 2 ACl The file is exported into the user s application data folder typically C Documents and Settings lt user name gt Application Data Toshiba Strata Call Manager In order to identify the file more easily you may then want to user Explorer to rename that file to something more appropriate e g PLAYBELL RUI When renaming a rule file always limit the file name to 8 characters prior to the RUI extension This file can then be copied to another PC to give a copy of the rule to another user of the Call Manager Leaving a copy in this folder will provide a backup copy of the rule that will be loaded at startup of Call Manager if that rule had been somehow deleted in the Personal Call Handler Rules List see Importing Rules below for more details Note When exporting a rule if a fil
127. Call Manager The following screen will display ACD Viewer History Chat Contacts Dialer Web Browser Product Mgmt 002804061 x Group r Name Extension Status a ifs Everyone Y Julie Glidewell 106801 Online Y katz133351 133351 Online JB Larry Meyer 103680 Offline 2 42 7 Mauve Watson 106810 Online Mike Patton 103782 Online JB Nestor Voip 132600 Offline 11 5 Y Pete Ambriz 103399 Online Rodney Roeber 103091 Offline 270 TOSHIBA IPedge Using Companion Applications To Place a Chat Call 1 Choose whom to send a message to by expanding a group in the main Chat window If someone has logged out of Call Manager Chat the icon will appear in gray and it will show Off Line and the date and time they went off line You cannot place a chat call to someone who is off line The offline time is the last known offline time If Call Manager was not running and a user went offline the offline time will not show Note If you do not want to receive a Chat response you can send a Broadcast Message You can receive a response to a broadcast by selecting the Give Chat Back option in the broadcast dialog 2 Double click on the person with whom you wish to converse or Right click and choose Chat Call from the menu This will bring up a Silent Message Conversation window which is used to send and receive messages opening a chat conversation Chat can only be between two users You can
128. Companion Applications Methods for Adding Calls 248 AddDialer Name Account Phone Callj949 555 1 212 Terrie Green Date Time When 11 19 200 f5 Minute Subject Info Status Enable Disable Save Cancel Often times you may want to add multiple calls from contact or call information that might be contained in other applications The Dialer provides a couple of ways to accomplish this Drag and Drop from MS Outlook If you are using Microsoft Outlook you can simply select one or more of your contacts in your Outlook Contacts database and simple use the mouse to drag them over and drop them on the power dials Calls Window Each contact will then be individually added to the power dialer allowing you to specify the date time of each call to be placed Drag and Drop from Call Manager Call History Often times you may want to place a call to someone you ve called or who called you in the past Since the Call Manager call history provides a complete list of all calls placed and received you can simply find the desired call in the call history and use the mouse to drag and drop a copy over to the power dialer window Drag and Drop MS Excel file In Microsoft Excel it is quite easy to create and keep a list of desired contacts and add them into the power dialer In MS Excel simple create a spreadsheet TOSHIBA IPedge UG 01 13 IPedge UG 01 13 Save in E My Documents eE X ei E Tools
129. D DT 205 Viewer Buttons History Contacts Chat Dialer WebBrowser 04 Agents 10 2 dle O Busy 3 UnAvailable 5 Logged Off Na My Status ID 1013 Idle Logged In 9 Group 777 Queue x777 Enabled 24x7 v889 Queue x889 Enabled 24x7 F xxxxx x xx x lt x_uHoa_aae _ The ACD actions can be used to Log In Log Out to from ACD groups Going temporarily unavailable and an ability to end wrap times can be part of the features available Additional Call Center features are possible using User Programmable buttons TOSHIBA IPedge UG 01 13 Logging In or Out IPedge UG 01 13 IPedge Using Companion Applications e Click the Change Agent ID icon to open the ACD Login Logout window ACD Login Logout by Agent ID LOGGED Into LOGGED Out of Group Agent ID 10540 10540 Group 10540 Agent ID 1009 Note The right list box shows available groups for the identified agent number The left list box shows groups currently logged into To log into or out of one or more groups 1 Highlight the group name s in the right hand box and click lt lt Log In If your Agent ID is listed as a Supervisor then the Supervisor Take Calls check box will be offered on your screen Placing a check in this box will log you in to take calls for the group s selected when lt lt Log In was pressed Click Done when finished The ACD Key wil
130. DND Off pp Name Topic MSGPOPISYSTEM DDE Message Epa DND OFF Send DDE Msg y J Run Program if Not running save Program EXE Cancel Show Test 2 In Call Manager create another User Defined Action using the type Send DDE Msg and name it appropriately In App Name Topic enter MSGPOP SYSTEM In DDE Message enter DND ON In Meeting Until amp U 60 Note We are using the same time parameter used for setting Call Managers DND which uses another User Defined Action that also includes amp U 60 to set the time to 60 minutes from now 4 Add Edit Action x N E DND On App Name Topic MSGPOPISYSTEM DDE Message Type DND ON In Meeting Until amp U 60 Send DDE Msg y J Run Program if Not running save Program EXE Cancel Show Test IPedge UG 01 13 TOSHIBA 241 IPedge Using Companion Applications 4 Add Change Handler Rule 3 In Call Manager create two Personal Call Handler Rules to trigger when the DND status changes causing Chat DND to follow Call Manager s DND status The two rules are shown below x 1 Triggering Event When this happens Refer to this Rule as Change in DND status y Turn Chat DND Off 2 Conditions If these Conditions are True Do Not Disturb Change C On or Off Turned Off Turned On Turned On with Message Msg Begins with 3 Actions Then take these Actions a Immediately chat DND
131. Designer shown below provides a preview for how the skin will look as it is being designed F Title Bar Application Menu B Bold Font ie Clear Blend Color No Calls IPedge UG 01 13 Default Button Title Bar Logo Title Bar Quick Toolbar Color Scheme Office2007 Black jal Blend Color Empty Dynamic Ribbon Top Line Message LCD High Priority Message Call Control View ACD Status Busy Buttons and ACD Buttons ACD Status Logged OU Enter the appropriate information when creating the skins Skin Name show current skin to be used and being edited The drop down list will show currently available skin name Color Scheme set of predetermine color scheme On some color scheme users could blend the color secondary color to make a different color Title Bar change title bar logo to another image file Supported image formats are PNG BMP JPEG GIF Application Menu change the application menu logo to another image file It supports similar file formats as those of Title Bar Bold Font select to change the menu font to Bold TOSHIBA 149 IPedge Preferences Skins Files Saving Creating New Deleting Skins To Create a New Skin To Load an Existing Skin 150 To Save a Skin To Save As a Skin To Delete a Skin When the design is complete then you can easily change to this skin by right clicking the mouse on the logo on the main window an
132. Escape to return up one level showing the keytips from before For example press Alt A to transfer to the Actions ribbon tab then press N to launch the New Action dialog box Note If you want a tool to be available without having to navigate the ribbon you can add it to the Quick Access Toolbar Tools on the QAT respond to Alt 1 Alt 2 etc CM also has Hot Keys for dialing and popping up to quickly answer calls which can be set in Preferences gt Hot Keys When a call rings the phone the alert window pops up and the user can answer the call from the pop up window or the open the Call Manager main window TOSHIBA 121 IPedge Call Manager Basics The Side Window Screen Call Handler Mode Buttons Mode 122 Click the Side Window button on the main screen to cause the side window to appear just to the right side of the main window or below when the main window is docked The side window provides access to the Personal Call Handler window and additional programmable buttons can also be reached This window is docked to the side of the main window You can move the side window around the screen but whenever the main window is moved the side window will move with it And likewise whenever the main window is minimized into the system tray or restored the side window will move with it Personal Call Manager Personal Call Handler Buttons ete e Call Handler Management Buttons Us
133. Flashing Extension Call to Answer Waiting Call Caller Identification Caller Information IPedge Feature Operations During call transfer you can connect all three parties by pressing the Cnf Trn button or by pressing the JOIN soft key This allows the three parties to talk together 3 Transfer with Camp On If the station where you want to transfer the call is busy you may hang up and the transferred trunk or station will be camped on to the busy destination While on a call press Cnf Trn Enter 407 Enter the VM mailbox number usually the same as the extension number 4 Hang up and the caller is connected to the VM mailbox This feature does a blind transfer to VM While on a call press Cnf Trn Press the DSS button programmed to the voice mail number Hang up and the caller is connected to the VM mailbox You can answer a call that is transferred to your station even when your station is busy When another call is camped onto your station you hear two Camp on tone beeps and the extension or Line LED flashes red on hold If a call is sent to your station when busy and your station does not have an extension button available to receive the call two camp on tone beeps are sent to your telephone You must disconnect or transfer the existing call to answer the waiting call Press Hold The existing call is placed on hold The camped on line rings your station the Line LED flashes green incoming call or
134. For example when a sales representative arrives in the morning he may know he needs to make calls to 15 of his customers so from MS Outlook he can drag drop the contact information of all 15 of the customers into his Dialer When the designated time arrives for each call to be placed the user will be presented with a pop up screen alerting him it s time to place the call Once the call is finished the user will be presented with another pop up screen requesting information about whether the call was successful and if not whether it should called again later for example if the party was busy The Dialer tab displays all calls yet to be placed as well as calls that have recently been completed plus as the status of the dialers and the phone This information is shown on the main screen similar to the following ACD History Chat Contacts Browser Dialer Buttons 1 Buttons2 Butt gt Z Sewp QJ Reset Y Enabled AddCal C Phone Status i Date Time Status Phone Name Subject Account Last Resu 11 49 20 10 24 Not Due Y_ 10206 Main Screen Fly out Fly in button is used dock the window back to the main screen of Call Manager or if its already docked to hide it inside the main screen e Setup Brings up the Dialer configuration screen Reset button Puts Dialer back to its initial state Enabled Check box This is the Check box in the toolbar This box indicates whether the dialer is enabled
135. G 01 13 IPedge Using Companion Applications Command 3 Set DND Format DND DND_ State Message where option on or ol in DND The command name Chat DND_State Enter ON for turning on DND or OFF when turning off DND Message Enter the text message to be sent to callers reaching this station If the message is left blank opening and closing quotes only then the message previously used will be displayed without change Example The Call Manager user would like to have Chat DND follow the status of Call Manager s DND status automatically when Call Manager is changed In this case Chat should be in DND when the user is in a meeting Chat should reflect the same message that is seen on Call Manager DSS keys 1 In Call Manager create a User Defined Action using the type Send DDE Msg and name it appropriately In App Name Topic enter MSGPOP SYSTEM In DDE Message enter DND OFF Add Edit Action xj E App Name Topic MSGPOPISYSTEM Chat DND Off oe DDE Message Loe DND OFF Send DDE Msg y J Run Program if Not running Save Program EXE Cancel Show Test 2 In Call Manager create another User Defined Action using the type Send DDE Msg and name it appropriately In App Name Topic enter MSGPOP SYSTEM In DDE Message enter DND ON In Meeting Until amp U 60 Note We are using the same time parameter used for setting Call Managers DND which uses another Use
136. Greeting Messaging offers a variety of greeting options for your mailbox Below is a list of the different greeting options and their intended purpose Default Greeting The default greeting is the principal greeting for your mailbox Once recorded it is played each time a call is sent to your mailbox Extended Absence Greeting The extended absence greeting is used when you are away from the office for an extended period of time for instance a business trip or vacation Because it is separate from your Default Greeting you can simply deactivate it and reactivate your Default greeting without re recording Busy Greeting Depending on how your telephone extension is configured the busy greeting can be used for when calls arrive at your mailbox either because the auto attendant dialed your extension and received a busy signal or if your extension is programmed with a busy forward to voice mail You can record a custom greeting advising callers that you are on the phone and you will return their call promptly If you are not busy on the phone callers will receive your Default Greeting Custom Greetings Each mailbox can have up to nine custom greetings Custom greetings can be used for special advisements to callers for which you don t want to rerecord your default greeting or use an extended absence greeting For example you may use a custom greeting to advise callers that you are not in the office due to weather conditions
137. IPedge Enterprise Manager Home Using the Home screen you can do any of the following functions The buttons that display on this screen is based on the your telephone 10 button or 20 buttons e Set Distinctive ringing patterns e Assign new keys or change keys e Change button labels e Change the display name e List your name in the directory e Turn Do Not Disturb DND on or off e Activate Deactivate Follow Me To set up Follow Me button right click the button then select Voice Mail gt Follow Me Home Settings Call Forward Speed Dial System Info Voice Mail Preferences Pos Phone Home ME 4 List My Name in Directory Do Not Disturb Cor Phone keys Name to Display PS No 3620 One Touch Simon Shore One Touch One Touch To set distinctive ringing patterns left mouse click the key button To assign new keys or change keys right mouse dick the DN keys and select the features from dropdown list i To change the label right dick the key and enter label text Please make sure to click the Save button for the configuration to take effect Release PhDN 63620 PDN 3620 IPedge UG 01 13 TOSHIBA 305 Oo IPedge IPedge Enterprise Manager Keystrip Labels The Feature Key or Button assignments enable each button on the telephone to be addressed and coded to represent a function or feature to be performed The telephone button layout on the screen will look like the telephone connected to thi
138. LCD display directly above each Soft Key button TOSHIBA SK1 SK2 SK3 SK4 The Basics Customizing Your Telephone Volume Control This chapter reviews the basic operations of the IP5000 series telephones The instructions apply to all telephone models except when noted otherwise To adjust the Handset Volume Press the Vol up to increase volume and Vol dn to decrease volume during the call When you hang up the volume returns to the default setting To adjust the speaker volume for internal external calls and background music 1 Press Spkr 2 Press an extension button you hear dial tone 3 Press Vol up to increase volume and Vol dn to decrease volume This volume setting applies to all calls until changed To adjust Ring Tone Hands free Answerback and Speaker Off hook Call Announce Make sure the telephone is idle and the handset is on hook Press the Vol up to increase volume and Vol dn to decrease volume This adjusts volume for your telephone s ring tone Hands free Answerback and Speaker Off hook Call Announce simultaneously To adjust handset Beep Tone 1 With the handset off hook dial the Beep Tone Adjustment Code 6101 default code A beep will be heard 2 Press Vol up or Vol dn to reach the desired level TOSHIBA 19 IPedge The Basics LCD Contrast Brightness Control 20 Available on backlit telephones and backlit add on module To adjust the LCD contrast on the backlit teleph
139. LOW L Idle Status Blue C Display same message shown on Active Status Save Cancel Select the appropriate check box to indicate whether or not you d like to display a message when each ACD Group Status condition has been met Enter the text you d like to display for the Urgent Warning or Background Messages Enter the text exactly as you d like it displayed in the Call Manager Use the following tokens to represent ACD Group information G ACD Pilot Extension L Longest Waiting Call W ACD Group Name Percent Sign Q of Waiting Calls Z Calls per agent Y of Agents Available C Total Calls X Total Agents G Urgent Message Q Waiting Calls Longest Waiting Call L TOSHIBA 265 IPedge Using Companion Applications Miscellaneous If on your system each Agent ID is the same as his her PBX extension you should enable the PBX extensions correspond to Agent IDs option That is agent ID 100 uses PBX extension 100 agent ID 105 uses PBX extension 105 etc With this type of installation you will be able to place a chat call or chat broadcast message to an agent even when he she is not Logged In to an ACD group ACD Viewer Setup ACD Group Status Notifications SCM LCD Miscellaneous PBX C PBX extensions correspond to Agent IDs Save Cancel Using ACD Viewer This section describes how to use the ACD Viewer for bo
140. OIN TOSHIBA Drop the Split party from a conference Direct Station Selection DSS Connect Directly to Another Station s Extension Do Not Disturb Activate DND on your Primary extension Activate DND on a non Primary extension IPedge Feature Operations Note RTRN terminates a feature operation and returns to the previously displayed state Press the DROP Soft Key The party which was Split from the conference is disconnected Dropped and you will rejoin the conference If in a 3 way conference and you Split with one of the parties the remaining party will remain on hold indefinitely or until you return to the conference This optional feature enables you to use a DSS button to connect directly to another station s line extension The DSS LED shows the status idle busy of the station and or the station s primary extension For example a station s DSS button LED shows busy light steady red when the station is e Busy on a call on any button Idle but all appearances of the station s extension are in use by other stations e When the station is in DND the LED flashes red 1 When connected to a line or another station press DSS The original party is put on hold You can call a station even if the DSS LED shows busy steady red 2 Announce the call or transfer the call by hanging up or pressing Release Note You can transfer the call to an idle or busy station If your station is
141. Pedge UG 01 13 IPedge Preferences Start by Opening a Skin File or Creating a New File The design begins by loading an existing Skin File or starting with a new skin design See the procedures above New Create new skin Save Save current settings Save As Save the skin as Email the skin Send the skin as email D Status Busy ACD Status Logged Out Select the color scheme from the drop down menu On some color schemes e g Office2007 Blue Office2007 Black and Office2007 Silver you have the option to blend secondary colors to make a different color from the standard Office 2007 colors Blend Color When this option is shown you can click the option to bring up a color palette dialog box to select the blend color Note The bend option is not available on some color schemes for example Red Planet does not have a blend option and it will not display on the menu e Clear Blend Color Click this option to clear selected blend color The LCD Display reflects the current status of the phone and offers two lines The background color and the top and bottom line text can be chosen for your display Messages that appear on the bottom line can have three different colors depending upon the priority of the text being displayed The priority is determined by your settings in the Extra Call Information configuration These settings can be found in Preferences tab gt General gt Extra Call Information Ri
142. TOS HI BA Telecommunication Systems Division IP edge IP Telephone Messaging and Call Manager User Guide January 2012 Publication Information Toshiba America Information Systems Inc Telecommunication Systems Division Publication Information Toshiba America Information Systems Inc Telecommunication Systems Division reserves the right without prior notice to revise this information publication for any reason including but not limited to utilization of new advances in the state of technical arts or to simply change the design of this document Further Toshiba America Information Systems Inc Telecommunication Systems Division also reserves the right without prior notice to make such changes in equipment design or components as engineering or manufacturing methods may warrant IPedge UG VD Version D 1 January 2012 Our mission to publish accurate complete and user accessible documentation At the time of printing the information in this document was as accurate and current as was reasonably possible However in the time required to print and distribute this manual additions corrections or other changes may have been made To view the latest version of this or other documents refer to the Toshiba FYI web site Toshiba America Information Systems shall not be liable for any commercial losses loss of revenues or profits loss of goodwill inconvenience or exemplary special incidental indirect or consequential dam
143. UG 01 13 TOSHIBA 153 IPedge Preferences Tab Settings The options to add update or delete tabs can be found here Tab settings is for managing companion applications The Revert button brings all the companion applications that have been docked outside back to the main window P Update Tab mets Configuration Entry Tab Settings Add Tab Click the Add Tab button to add a new tab Type Buttons a Tooltip A companion application for more butto Name sets the text in the tab Type The drop down allows the user to select a companion application A companion application will not appear in the Type drop down if all instances are added to a tab The More Buttons allows eight instances All other companion application allow one instance Tooltip allows the user to set a tooltip for the tab Update Tab Click the Update Tab button to change the appearance order name type and tooltip of each tab in your tab view The Name or Tooltip can be changed by clicking in the cell and typing Use the Up and Down buttons to move the tabs appropriately then click OK 154 TOSHIBA IPedge UG 01 13 IPedge Preferences ED como IPedge UG 01 13 TOSHIBA 155 IPedge Preferences 156 Delete Tab Revert Click on the item in the Tab column to toggle deletion icon has a red X through it to indicate it will be deleted Hold down the shift or control key to select m
144. able But this threshold is configurable 220 TOSHIBA Pedge UG 01 13 Expanded View IPedge Using Companion Applications Black Disabled the ACD queue is disabled either by a supervisor or by being after hours in the schedule To expand the information on an ACD group simply click on the Plus sign next to the status icon Other things you can do to a queue via right click menu include Chat Broadcast Send a broadcast chat message to all agents and supervisors in the queue Enable Queue Enable the queue 24x7 if currently disabled Supervisor only Disable Queue Disable the queue if it is currently enabled Supervisor only Use Schedule Enable the queue using the Schedule for the queue Supervisor only The schedule days times are setup in Strata ACD When you want to see more detailed information on an ACD queue you can change to the expanded view As mentioned previously to expand the information on an ACD group simply click on the Plus sign in the status LED or right click the group and select Expand menu In this view you see a more detailed view of 1 Calls in the queue 2 other Agents and Supervisors in the group and 3 your own status 1 The Calls line shows the current number of Active and Waiting calls in queue as well as how long the longest call has been waiting displayed as LCW for Longest Call Waiting 2 The Agents line shows how many total agent
145. after each call is completed e Completed Busy e Left a Message No Answer Wrong Number When you have selected an entry in the Calls you can change the entry by simply double clicking on the desired entry However if you right click on the entry additional menu options will appear to show other functions you may want to perform Call Now immediately place this call This can be used even if the power dialer has been disabled Edit Allows you to Add Change Delete and Copy individual entries Entries can also be added using drag and drop and or importing as described in the Adding Calls to the Dialer Lookup in Outlook lookup this number in Microsoft Outlook and open the matching contact Print Listing print a listing of all entries shown in the calls window The position and width of the columns can be changed to format the printout as desired To sort the entries simply click on the column header by which you desire the sort to occur Click the same column header again and it will switch the sort from ascending to descending or vice versa Thus if you want to sort by name click the Name column header to sort by phone number click the Phone column header and so forth TOSHIBA 245 IPedge Using Companion Applications Ready to Dial Results 246 Click the AddCall button to place a dialer call The following screen displays AddDialer Name Account Phone Call949 555
146. ages whatsoever or claims of third parties regardless of the form of any claim that may result from the use of this document THE SPECIFICATIONS AND INFORMATION PROVIDED HEREIN ARE FOR INFORMATIONAL PURPOSES ONLY AND ARE NOT A WARRANTY OF ACTUAL PERFORMANCE WHETHER EXPRESSED OR IMPLIED THE SPECIFICATIONS AND INFORMATION ARE SUBJECT TO CHANGE WITHOUT NOTICE ACTUAL PERFORMANCE MAY VARY BASED ON INDIVIDUAL CONFIGURATIONS USE OF COLLATERAL EQUIPMENT OR OTHER FACTORS Copyright 2011 2013 This document is copyrighted by Toshiba America Information Systems Inc with all rights reserved Under the copyright laws this document cannot be reproduced in any form or by any means graphic electronic or mechanical including recording taping photocopying without prior written permission of Toshiba No patent liability is assumed however with respect to the use of the information contained herein Trademarks Toshiba IPedge CIX SoftIPT and Strata are trademarks of Toshiba Corporation or Toshiba America Information Systems Inc Appcritical is a registered trademark of Apparent Networks Inc Android is a trademark of Google Inc AudioCodes is Registered trademark of AudioCodes Ltd Cisco is a registered trademark of Cisco Technology Inc iPhone and iTunes are registered trademarks of Apple Inc Linux is a registered trademark of Linus Torvalds Mozilla and Firefox are registered trademarks of Mozilla Foundation Corp SonicWALL is a
147. ages you have TOSHIBA Send A Message Directly To A Subscriber s Mailbox To Mark a Message as Confidential IPedge Messaging Features From the Subscriber s menu press 1 4 to hear your message count You can send a message directly to another subscriber s mailbox from your voicemail To record and send a message 1 Access your voicemail box You will need the following information Phone number to call the voice messaging system this may be different from inside and outside of the organization e Your mailbox number e Your security code password From the subscriber s menu press 2 to record a message Press any key when you are done recording e Press 2 to review your message before sending e Press 3 to Re record your message e Press to cancel without sending e Press 1 to send e Press for delivery options such as confidential urgent or message confirmation 4 The system will prompt you to enter the mailbox to which you wish to send the message You can also use a private or public group distribution list at this time see Using Group Distributions for more information on setting up and using group distribution lists 5 Press 1 to confirm or 2 to change your entry When sending a message the system will also provide you with the option to send the message with return receipt and or schedule it for future delivery See this chapter for more information on these options and follow the prompts
148. al screen displays 2 Select the row number to program Note Hover over the bubbles located above the parameters to read the flyover text for information to be entered in each field 3 Click the Save button All telephones in your system can share a list of up to 800 System Speed Dial numbers under the exclusive control of the System Administrator In some cases System Speed Dial enables you to reach numbers that you would not be allowed to dial directly from your telephone System speed dial is a view only screen This is a view only screen Advisory messaging enables you to store an informative message for LCD telephones that call your telephone This is view only under System Info TOSHIBA Voice Mail Account Code IPedge IPedge Enterprise Manager You can modify your Voice Mail settings using this screen 1 Make the appropriate changes 2 Click the Save button Using this menu you can make changes to the following e Change the Message Waiting light for the mailbox e Time zones in which the user normally uses the mailbox e Change your voice mail password e Click on the Question bubble for Help information relating to the different parameters e Call Screening Follow Me e Setup the mailbox to make wake up calls Account Codes can be used for a variety of reasons including billing tracking and line restriction applications Account Codes are assigned in the system as a fixed length default is six digi
149. aling into the voice mail system IPMobility does not interfere with the ability to make a phone call or access the voice mail of the mobile device itself The IPMobility Application is available for both Android and Apple mobile platforms Most features are available on both device types and any feature differences or exceptions are noted in this chapter The IPMobility Application does not conflict with the mobile device s ability to make a phone call or access the mobile carrier s voicemail service Key features of the IPMobility Application e Make outgoing calls using the IPedge telephone service where the dialed party receives the IPedge system telephone number on their Caller ID e Accept incoming calls on a mobile device that were made to an IPedge office telephone number e Transfer or record telephone calls e One touch access to voicemail saved deleted items and incoming faxes e Record and send voicemail to an internal extension set special call flags including future delivery schedule priority confidential and return receipt notification e Voicemail administration change recorded name password and new user voicemail setup e Setup and record presence based greetings including default busy and extended absence e Establish individual forwarding Follow Me destinations for each greeting Destinations reachable if mailbox is called from automated attendant and forwarded calls e Do Not Disturb DND feature will
150. aling the number The extension button Spkr and Mic LEDs light Digits display as they are dialed Call progress tones Ringback Tone Busy Tone etc are heard through the speaker 2 When connected continue using the speakerphone or lift the handset to continue the conversation Calls can be made by selecting a name from the alphabetical telephone directory To access the Directory 1 Press DIR soft key shown right TOM EDISON NO 2004 Select Directory menu APR 05 WEDNESDAY 1 01PM appears The soft keys on the Select DIR Directory are My Personal Speed Dial Names EXTR System Speed Dial Names INTR Directory Number Names Dial Cancel directory get dial tone 4 Line LCD Display 2 Choose the directory you wish to access and use the dial pad to enter the name TOSHIBA 23 IPedge The Basics 24 Notes OLE O If a directory is not selected and a name is entered all directories will be searched To enter names from the dial pad press the dial pad button associated with the letter to be entered Press the button once for the first letter twice for the second letter etc Left and Right Soft Keys are available to move the cursor Press FIND to start the directory search Press NEXT to move forward through the directory Press BACK to move backwards through the directory Press Call to connect to the directory entry selected On the 9 line LCD Disp
151. andler Rule Rule Name Screen Pop Tigerpaw Trigger On Call Ringing Trigger if Phone State Any Call Type Any Caller ID Number Any Number Account Code None Required Extra Info CallerlD Name v None Required Y Actions to Take Immediate Action Pop Tigerpaw Account E Delayed Action in Seconds 0 None gt 2 Selecta Triggering Event and Set the Conditions The types of events that can be used to trigger a rule can be divided into call related triggers system triggers and status change triggers Each grouping is shown below along with the Conditions offered for the trigger to take effect Call Ringing Whenever a call rings on the phone Call Type Select the call type for the ringing call Trigger if Phone State any Call Type Any v Caller ID Number Any Number v Account Code None Required v A e T Phone State Select the Phone State when the call arrives Caller ID Number Select the Caller ID to be used in the trigger For the last two options enter a specific number in the box including wildcard characters when needed See Like Matches and Unlike Matches for use of wildcards Extra Info Select a Field Name CallerlD Name or type in another field name and then choose how to treat this information For the last two options enter a specific number in the box including wildcard characters when needed Se
152. anion Applications Chat The Call Manager Chat program allows Call Manager users connected to the Net Server to interactively have chat conversations This is an integrated text messaging function that lets you communicate with other Call Manager users using text messaging calls even while you re busy on the phone This program works as a companion program with Call Manager to allow workers in the enterprise to communicate using real time text based communications with others Using Call Manager Chat you can have individual conversations with anyone else on the sever with the same feature installed Chat can also be used to send a broadcast message to an individual or to an entire group A broadcast message is a one time message that will appear on the recipient s Chat window Chat Operation The primary function of Call Manager Chat is to allow you to place and receive chat calls and conduct one on one chat conversations with other chat users in your company Chat also contains some features that may make Chat more user friendly in certain applications These include a Do Not Disturb changing the quick send text buttons and the ability to form groups of users for broadcast messages Using Chat This section defines how to place a call to another Chat user how to Messaging communicate with that person how to answer an incoming Chat communication and how to send Broadcast messages e To Access Chat Click the Chat tab on
153. appropriate time Examples include 1 dialing a person who has an extension number e g 4969040 x1008 2 dialing a pager and you want to display a number on the LCD of the pager e g 555 1234x4969040 or 3 dialing a long distance access code e g 8884083279 x17135551234 Note You can use more than one X in the phone number and it will wait after each X e g 4969040 x8 x 1009 1234 Setup Key fee Sample i BackColor Key Label Burt Ratliff L_ TextColor Default Colors _ Action Speed Dial Phone 714 555 1212 Save Cancel Initialize TOSHIBA System PBX Command Keys IPedge Buttons The System PBX command keys are maintained for backward compatibility It is highly recommended that the user create User Defined Actions for System PBX Commands The User Defined Actions have expanded the options available for a number of these commands and thus offer better choices The description below shows the possible features that appear in the Setup Key window Some of the features listed are dependant upon Call Manager System Administration settings such as the Auto Call Record Tracer Recording features which only appear when the System Administrator enables those items Others are dependant upon the PBX used by Call Manager System PBX Command CONFERENCE Setup Key 52 Sample Back Color Key Label Conference Call __Text Color D
154. ard 92 9 Tap Record press Stop when complete The Record button will toggle between functions 10 Tap Play to preview the message Tap Record to re record your voice mail greeting Note For detailed information on these features see Callback on Page 107 and Call thru on Page 107 Call thru Send Mailbox If Caller ID is not being sent from the mobile phone or is unsupported by the IPedge system or Caller ID is not received the system will prompt the user to manually enter their mailbox number Select this option to avoid having to enter the mailbox number each time it is accessed The setup wizard will guide the user through the voice mailbox setup process 1 To change your voice mailbox password enter in the field and confirm in the second field If the Tap Save when complete Note If Save button is not visible click anywhere on the screen background Setup your Mailbox Enter New Password Confirm Password 2 Tap the right arrow to advance TOSHIBA IPedge IPMobility Application 3 Record your first and last name for the voice mail attendant to announce to callers Tap Record When complete press Stop The Record button will toggle between functions Tap Play to preview the message tap Record to re record your full name When complete tap the right arrow to advance Setup Your Mailbox Record a personal greeting for your voice mailbox 6 Tap Record press Stop when co
155. aren t Like Example To trigger on any caller from NOT from your area code 602 Set the Specific Number on Caller ID Number to lt gt 602 3 Apply User Defined Actions This section will define how to apply the User Defined Actions to a Personal Call Handling Rule Set an Immediate Action Pull down the listing and select the action to be applied immediately Either an Immediate or a Delayed Action is needed for the rule to be complete Set a Delayed Action Define the number of seconds to delay the action and then pull down the listing and select the action to be applied Both immediate and delayed actions can be performed in the same rule To Check the Action Clicking the Check Action button will transfer you to User Defined Actions to allow changing the action and or test the action To Add an Action Click the Add Action button to transfer to User Defined Actions to allow you to create a new action to be used To Delete an Action Click the Delete Action button to remove an action from the listings Use this with caution as this will remove the action for all other functions as well 4 Complete the Rule To Save Rule Click the Save button to save your changed or new rule To Cancel Settings Click Cancel to exit without saving the settings To Export Call Handler Rule Click the Export Rule to create a RUI file in the PC user s C Document and Settings Application Data Toshiba Strata
156. arged beyond the compact view to provide the user with additional buttons indictors information to manage multiple simultaneous calls and to access many other features The follow describes the additional items in the Expanded view mae Call Manager mx Home Preferences hd ea 125 UH BB DialPad SPKR E Record GE rwoorr FI Volume Up A Sis A DnD oFF MM volume Down Phone Audio Tracer x3456 SIMON LONG 4 17 PM Mon Sep 26 No Calls ACD Viewer History Chat Contacts Dialer More Buttons Web B i p Sema E E noe TA e Directories Main Directory My Groups My Group 1 System Groups Name Type Main Directory Directory 4 e Calls Window This window displays that status and associated information for each active phone call on the phone Thus you can easily view and manage multiple phone calls Right click the mouse on any call to view a menu of options for handling the call like Hold Transfer to Voice Mail Hang Up etc e Call Info Indicators on the right side of the Call Window is a Call Info Indicator that indicates if Extra call information is attached to a call A gray notebook icon means no information is attached a blue notebook icon means standard information is attached and a red notebook icon indicates priority information is attached to the call Press the Call Notes icon to view or change Notes information on the call Notes are retained with the call even when you transfer
157. at Window and click on the Broadcast icon or Right click on any group name or select Broadcast o Wwe CA P w Y Group _ Reisha s group a Everyonl de Broadcast G Change Delete Copy Add 2 Enter a message into the Message box IPedge UG 01 13 TOSHIBA 273 IPedge Using Companion Applications 3 Define the Urgency Normal or Urgent for the message delivery BroadcastForm To Feld Eng v een Urgency Destination Options Normal C Give Chat Back option Urgent Y Timeout _30 Secs When Normal is selected the Broadcast message is sent to your recipient s in black text and when Urgent is selected the text is in red shown below Broadcast message from WD Freshour i This is a Broadcast Message with Normal Urgency Received 11 11 2009 9 54 52 AM Received 11 11 2009 9 52 36 AM 4 Define the Destination Options A check mark in the Timeout default choice will display the message for the number of seconds defined in the time box default is 60 seconds Entering a check mark in the Give Chat Back option box will give your recipients the option to send a Chat message back to you once they receive your Broadcast Message NoteBe aware that when using the Chat Back option sending to a group of people all recipients will have the Chat back option and if everyone responds it could result in a large number of simultaneous chat calls back to you 5 Clic
158. at the button will do when pressed by choosing one of the following e Send Text will send a text string to the other party on the chat call Push URL will send a URL to the other party on the chat call and pop open a web browser window to that URL However the pop open url can be disabled by the receiver Send Text Message Immediately Check the box if you are sending text and you would like to send it immediately without clicking on the Send button e Click OK to save the changes you have made to your Response Button TOSHIBA Pedge UG 01 13 IPedge Using Companion Applications Personal Groups To Add or Change a Personal Group e Right click a group name in the Chat window and choose either Add a New Group or if offered Change this Group to create a personal group Name the group and add or remove names for that group as follows E Change Chat Group List Chat List Name S sles Engineering m Chat Clients in List greg_castagna 1004 Vern 1025 x1016 x1008 x1207 x1200 x1007 x1018 x1015 x1205 x1020 x1014 x1002 x1005 x1001 x11001 x1292 x1013 Steve x1013 Sue x1028 Save Cancel Delete Group Chat List Name Enter a name for the group to identify your group All names must be unique e Chat Clients in List To add members to your group highlight individuals you want to be part of your group in the All On Line Chat Clients box and then click
159. b TOSHIBA 213 IPedge Using Companion Applications 214 Note Strata ACD must be operating in Enhanced Mode for ACD Viewer to be used z En amp 1 TOSHIBA Stata Cal Manager ES Home Actions Preferences Tools 5 28 Actions List 18 Screen Pop ACT 2000 ob New Action 7 Edit Test Action EP Copy Action Delete Action Actions List x10302 10 25 AM Thu Dec 3 ACD x10540 Total Calls No Calls es Chat DND y DT 205 Viewer Buttons History Contacts Chat Dialer WebBrowser 4 Group 10540 Queue 110540 Enabled uni 05 00 PM Calls 1 Active 0 Waiting Sh Agents 10 2 Idle O Busy 3 Undvailable 5 Logged Off im My Status ID 1013 Idle Logged In HO Group 777 Queue x777 Enabled 24x7 v889 Queue 889 Enabled 24x7 The ACD actions can be used to Log In Log Out to from ACD groups Going temporarily unavailable and an ability to end wrap times can be part of the features available Additional Call Center features are possible using User Programmable buttons TOSHIBA IPedge UG 01 13 Logging In or Out IPedge UG 01 13 IPedge Using Companion Applications e Click the Change Agent ID icon to open the ACD Login Logout window ACD Login Logout by Agent ID LOGGED Into LOGGED Out of Group Agent ID 10540 10540 Group 10540 Agent ID 1009 Note The right list box shows available groups for the identified agent nu
160. ber of minutes to wait between attempts when faxing out if the previous attempt failed because of a busy signal or a transmission error No Answer Delay Number of minutes to wait between attempts when faxing out if the previous attempt failed because of no answer Retries Total number of attempts to transmit a fax No of rings before No Answer Number of rings before a fax call times out Incoming Format The format of the fax document that will be sent as an attachment to an email Select between TIF or PDF This field also applies to the format of the faxes sent as an attachment to the fax verification email when sending outbound faxes Personal CSID Identification Phrase The CSID both for outgoing faxes and incoming faxes transmitted for this mailbox Accept Incoming Faxes Y N This option allows you to select whether to receive or deny faxes If you select not to receive faxes this mailbox TOSHIBA 112 Fax Confirmation Auto Print Fax Contacts Fax Log Fax Queue Cover Information will not receive any faxes unless there is a Fax DID defined in the mailbox properties In this case the fax will only be accepted if the call was received on the Fax DID number of the mailbox This is to minimize spam faxes to non fax users Outgoing faxes This field defines the type of confirmation the user will receive for outbound faxes The confirmation will be sent as an email to the email address defined
161. box Password orenera a E E EEA RRE EARE E E nn nanannninnnns 78 Personal AASSISLAM EE EAEE AAE EE E A A A ee AE 79 FOllOw AO E EE E E E P E EA E ehd a eet lahvoend 79 Setting up FolloWME uti A T T ide died aaees 80 TOSHIBA Contents Chapter 8 IPMobility Application Accepting or rejecting calls at a call out ooocoonnccccdinnnnicccnnnacccncnonacannnc nana rrnnnn nr r cnn rca ran 81 Transfering to an Operator or another Extension ooocooonncccccconncocconcnonnnnoncnnnonano nc nn rnnnnn nana rnnnn rra 81 Setting Up Call S CESSNA AA ena ea ein eee 81 setting up Do not DIS tada 81 Setting up a Personal Schedule errusiera aa nes 82 Recording a Scheduled Greeting perri irere nono n ona nn nnn ocn r non E AREE EEE RA E EA iE 82 Unified MESSAGING ss tii A eaves Gasset eee ees 82 Access your Voicemails through Email oooooccccnnnnnncccnnnonacccccnonananccnanonorn cnn nono ronca narrar rr 82 Chapter 8 IPMobility Application IP MOBI ei tociinitt di AA AA eet 85 HOW U WORS caia O E a o A ia 85 Before You BE ici eed Li ee eed eee E E ee 86 Download IPMobility Application cccceceeececececee cee eeeeeeeeeeeeeeceaeaaecaeceeeeeeseseeseceqccaeaeeeeeeeeeeeeetseneaes 86 First Time Setup ii A AA a a dt a a dad 87 Mailbox Setup WIZard Tico ii a a A sad RA AA ts aeaa AA ina ina 89 Mailbox Setup Wizard iii A ed 92 Using PMobilitY coito O nas 94 Messages Tab iii de Ad Gay eed adele Ande ee ede 94 Message Mel acia tocada
162. bsence EA Busy The system will also allow users to record playback and save these state based greetings Additionally users will have the option to select settings for each of these features Click on the links above for Greeting Management feature TOSHIBA 99 IPedge IPMobility Application descriptions Record 1 Tap Greeting Management to access the various system state settings Greetings based on your availability 2 To record a default greeting tap Default Greeting Management v Default gt Extended Absence gt Busy gt From the recording screen follow the steps below 3 Tap Record press Stop when complete The Record button will toggle between functions 4 Tap Play to preview the message Tap Record to re record your voice mail greeting 5 Repeat this process to record Extended Absence and Busy outgoing greetings Note A Personal Schedule is created automatically for each type of greeting Default Extended Absence and Busy Default Default is the generic greeting which plays unless another has been assigned Default v Change Recording Default Locations To enable this feature record and save a new voice mail greeting and enter destination numbers for follow me Follow me allows users to setup their voice mailbox to automatically forward a call to a different number prior to sending call to voice mail These may be internal extensions or external phone numbers and may be entered on the
163. button 3 Click Done The ACD View has many configuration options that allow you to customize it to your needs When the ACD Viewer is operating and visible you can configure it s settings by clicking on the wheel icon in the upper left hand corner and selecting the Setup menu TOSHIBA ACD Group Status Urgent Status Red Warning Status IPedge UG 01 13 Yellow IPedge Using Companion Applications This section allows you to setup how ACD viewer changes ACD group status based on activity conditions Different colors represent the different status conditions of how busy is each ACD group Yellow and Red represent warning and urgent status levels respectively and can be specifically configured to decide when those levels should be reached ACD Viewer Setup _ ACD Group Status Notifications SCM LCD Miscellaneous Urgent Status Red Change to when Call Waiting gt X Calls 1 OR lt none gt OR No agents are available O Warming Status Yellow Change to when Longest Call Waiting gt Seconds Seconds OR lt none gt Active Status Green Occurs when there are agents and calls but no waiting calls Idle Status Blue Occurs when there are agents but no calls Disabled Status Black Occurs when the ACD group is Disabled Save Cancel This is the highest level status of a queue and should typically be reached when the load or con
164. c Note Insert x following the character to restrict the variable value to the first x or left most characters Insert x to restrict the variable value to the last x or right most characters For example to pass the first 8 characters of the Calling Party Name enter 8N To send the last 4 digits of the Calling Phone Number enter 4P TOSHIBA 183 IPedge Actions System Variables Call Manager also uses System Variables for Action parameter strings such as Date and Time They can also provide some control over text logging actions with Carriage Return Line Feed Tab and Random Numbers for file names Note Many System Variables duplicate the Action Variables to provide increased compatibility with legacy applications and 3rd Party Application Notes Variable Information amp A Account Number amp B PBX Call ID amp C Insert a Carriage Return character amp D Insert the Date in format mm dd yy amp E Insert Extension Number of My Phone amp F ACD Group Name amp G Agent ID amp H Calling Phone Number hyphenated type 1 amp l TAPI Call ID amp J Calling Phone Number hyphenated type 2 amp K ACD Group extension number amp L Insert a Line Feed character amp N Calling Party Name outside calls only amp n Insert the Date and or time in user specified format e g amp Nhh mm ss AM PM amp amp P Calling Phone Number
165. callback from being cancelled After you answer you hear ring back tone and the LED flashes green in use If you hear a busy tone after answering a callback the called party is already on another call or the line has already been seized or has received an incoming call Your request is not cancelled You will be called again the next time a line becomes idle If you were attempting to make an outside call the telephone number is automatically dialed including the account code or override codes that were used Press Auto Callback or extension button 431 To deactivate Automatic Callback press the ACB button while its lamp is lit When a predetermined time overall timer passes after Automatic Callback is activated the system automatically cancels Automatic Callback If the activator does not answer Automatic Callback for a predetermined time Automatic Callback is automatically canceled In either case when Automatic Callback is completed or canceled the ACB lamp button turns off You can set background music over your telephone speaker At least one music source must be connected to your system Up to 16 different music sources can be applied to the IPedge Net system the first source is Quiet Tone all others can be music or recorded information If media resources are exhausted the user will temporarily be unable to hear BGM TOSHIBA Enable Background Music on your Telephone Speaker Cancel Background Music on your Tel
166. called Basic Survivability If so DO NOT make any changes to Station Call Forward settings System Call Forward directs calls to a destination preset by an administrator for each telephone This is normally set to send the call to voice mail e To turn on System Call Forward press 620 Three short tones emit and DATA PROGRAMMED is displayed confirming entry To turn off System Call Forward press 621 Three short tones emit and DATA PROGRAMMED is displayed confirming entry Station Call Forward allows the user to re program a base station to override the System Call Forward button assignments The direct extension buttons are programmed at the system level however they may be modified by the user for whatever Call Forward features they choose These are normally the extensions dialed most frequently or an external number Call Forward features may also be programmed using IPedge Enterprise Manager Note that Call Forward settings must be assigned prior to receiving any call TOSHIBA 41 IPedge Feature Operations Station Call Forward Categories Call Forward Settings Station Call Forward Procedures 42 Important Check with your System Administrator to determine if the system uses Basic Survivability if yes do not change your station call forward settings The following calls may be forwarded from a station e Internal calls e Auto attendant calls Outside lines that ring one station only e T
167. calling party has control over whether Tone First or Voice First Signaling is being used The ability to switch between the two is setup by the System Administrator To change the signalling method while placing the call 1 Enter the extension number 2 Press 1 to turn on Tone First Signaling 3 Press 2 to turn on Voice First Signaling TOSHIBA 61 IPedge Feature Operations Uniform Call Distribution 62 Uniform Call Distribution UCD provides a simplified ACD service based on the Distributed Hunt feature Incoming calls are answered by the voice mail Auto Attendant function or they can be directly routed to the UCD Distributed Hunt Pilot number The call will go to the next agent or if all agents are busy the call will camp on to the Distributed Hunt pilot and ring back tone or Music on Hold MOH will be sent This feature distributes incoming calls to available agents Agents must be logged into the group to receive UCD calls The following illustration shows the typical call flow for this service 1 Agent logs into the UCD group The call is received from PSTN or extension 2 The call is routed to voice mail which provides the initial greeting using the Auto Attendant service 3 The voice mail can be configured to prompt callers to enter the destination number or to route the call to the pre determined destination 4 The voice mail transfers the call to the UCD group pilot The call is delivered to an idle agent
168. cation or swipe down to open the notifi cation screen 3 Alternately if the app is already running double tap the Home button and switch to IPMobility Notification settings may be changed in Settings gt Notifi cations gt IPMobility 1 This function requires simultaneous voice and data capability from the mobile carrier Simultaneous voice and data refers to the ability to access the internet while talking on the mobile device Some carriers do not support this service contact your system administrator to confirm if your phone supports notification or pop up notification TOSHIBA 105 IPedge IPMobility Application The following screen will display when a call is answered or when the app is opened after call is answered Transfer to Desk Send to Voicemail Transfer Transfer the call to another phone number Note Some CDMA based carrier plans may not support the Call Transfer feature Transfer to Desk Transfer the call to your office desk See Transfer Record Stop Record Start stop recording of the conversation Send to Voicemail Send the call directly to your voice mailbox Disconnect This will disconnect the current call 106 TOSHIBA IPedge UG 01 13 Callback Call thru IPedge IPMobility Application Settings v Phone Number DID Number Dial using Callback Y Dial using Call thru Call thru Send Mailbox To use the Callback feature 1 Select the Ca
169. cations destination telephone numbers Set the switches to dial and ring all numbers simultaneously or direct the call immediately to voice mail On Extended Absence Locations Call numbers at same time OFF Direct to Voicemail OFF s me It is also possible to call all destination follow me numbers at the same time or direct the call immediately to voice mail To change the Extended Absence greeting tap Change Recording From the recording screen follow the steps below 1 Tap Record press Stop when complete The Record button will toggle between functions Tap Play to preview the message Tap Record to re record your voice mail greeting Repeat this process to record Extended Absence and Busy outgoing greetings The Busy greeting will only play when callers attempt to reach you via automated attendant Direct calls to an extension and are forwarded to voice mail will require special programming in order to notify IPMobility why the call is being forwarded user is busy Busy destination numbers may be set to call all destination numbers follow me at the same time or to direct the call immediately to voice TOSHIBA Change Name Change Password Default Location desktop extension number recommended Do Not Disturb DND Logout Setup Wizard IPedge IPMobility Application mail Users may record a name to identify their mailbox to internal subscribers Allows user to change mailbox pa
170. cel Advanced Topics Import File format ASCII text files can be easily imported by the power dialer as long as the file format is as follows One record per line with the following fields Name Required must be non blank Phone Required must have a minimum of 4 digits can have punctuation e g 480 496 9040 Account code Optional e Subject Optional Date Optional if not provided Today is assumed e Time Optional if not provided Now plus 5 minutes is assumed e The fields within each record can be either Tab delimited or comma delimited however the entire file must be one format or the other cannot mix formats within a file Comma delimited fields can should use quotation marks around any field containing a comma For example Jones Skip 480 496 9040 1111 Sample 1 2 3 A maximum of 1000 records can be imported Automatic Imports The Dialer will automatically import any file in the above described format if the file is 1 named with TXT suffix and 2 saved into the PDimport sub folder in the Call Manager folder Once the file is imported it will immediately be deleted 298 TOSHIBA IPedge UG 01 13 Buttons All buttons in the Call Manager are created equal so that any button can be IPedge Using Companion Applications programmed as any other button The More Buttons companion application also be used for ACD functionality Each B
171. ck on the held call in the Call View Window or right click on the held call and select Answer from the menu Using Transfer Button While talking with a caller click the transfer button to get uy intercom dial tone ly Transfer or right click on the call in the Call View Window and select Transfer 2 Using the keyboard enter the number to transfer the caller to press Enter when done or use the on screen dial pad and dial the number Once the system recognizes a valid number the call will proceed automatically Using Drag and Drop e While talking with a caller use the mouse to drag and drop the call from the Calls Window onto a DSS button for immediate transfer to another station or use the mouse to drag and drop the call from the LCD display window onto a DSS button for immediate transfer to another station TOSHIBA 127 Call Forwarding To Set Call Forwarding 1 Click the FWD Off button 2 Choose a Forwarding type from the pull down listing shown below ql Fwo off 3 Enter a Destination for the forwarded calls Set Call Forwarding E ChooseForwarding Immediate z Destination 1001 Save Cancel 4 Click Save to compete the setting To Clear Call Forwarding 1 Click the PU FWD OF 2 Choose lt None gt from the pull down listing button 3 Click Save to remove the previous setting IPedge UG 01 13 TOSHIBA 128 Status Messages Status messages is available under the DND
172. count Codes ici e A A RE 38 Advisory Message it at 38 Alani Notincat A EA EE ted coettatad oubeastedanchendadedceedasaaArnedaced coees 39 Automatic CallDaGk ccoo a raise lila 40 Background Music BGM usa a an dee 40 Calo Wward a aa 41 Call Forward LY Pes iE a ici 41 Gall Forward Settings ctra aaa 42 Station Call Forward Procedure Snerre ieie ane EEEE A E c cnn anar rr n cnn EE R 42 Program Call Forward via Enterprise ManaQeT ooocoonoocccccnnnocccccconnnnncnccnnannncnnnn nana ncncnn nana nnncnnnanannnnnnns 43 Example Call Forward to extension ooooooconccoconconocococcnoconcnnncnnnnn ono aia aa aa nn cnn narran 43 Example Call Forward to outside line ccceccecceceeeeeeeeeeeceneaaeceeeeeeeeeeeseecencaeeeeeeeeeeeteeteesnsanees 43 Call LISTON Y E sees eden escent Secale dias 44 Calli Panes Bets east hrs o a a a hel ee oh ae eae ee Rena nha 44 Gall O O 45 GALIAN oa ar E T AT AT adn 46 ER e PERE A E feta E E ia Heian T E AE 47 Caller deN AOT A A da 47 Conference Calll ie occitano rallada dad 48 Direct Station Selection DSS hesione naaa T A A 51 Do Not Disturbia o o aaen a a i Sa ty 51 Emergency O eee ee eee 52 Emergency Monitoring Station 0ccccccceccccecessanccceesescececeeneacaeceeneaaaceesennaaecdedeseaaccedeenenaeceeenenaaserenes 52 Emergency RINGO OWN is cad scd sense ick tuedaeeseicensie eet iia iio 52 Message Wat ii ete a ha en dee a hs ee ae ae eed 53 Microphone CULO Peis ta ss ere tvs eae aan S
173. d Setting up Follow 1 Call the voice messaging system and select 3 1 2 2 from the me subscriber s menu 2 Enter a phone number the call out number followed by the system will then repeat the number back for confirmation 3 To activate this call out number press 1 or to enter a new call out number press 2 Once the call out number is activated all calls stop ringing at your office phone and will automatically be forwarded to your call out number 80 TOSHIBA Accepting or rejecting calls at a call out Transfering to an Operator or another Extension Setting up Call Screening Setting up Do not Disturb IPedge Other Messaging Applications Once a call rings through to your call out number you have the option of accepting or rejecting the call 1 Once the Follow me has been set up and a call is redirected to your call out number and you answer the phone you will hear a message that indicates you are receiving a transferred call from the voicemail system 2 Press to accept the call or to reject the call and send it to voicemail If available in your organization you can transfer to an operator or to another extension once you accept a transferred call 1 Once the Follow me has been set up and a call is redirected to your call out number and you answer the phone you will hear a message that indicates you are receiving a forwarded call from the voicemail system Press to accept the call
174. d 1 Click the keypad button i to expose the keypad TOSHIBA 125 Answering Calls 2 Enter the number to be dialed including a trunk access code the call will proceed automatically once a valid number is entered Hot Key Dialing 1 Highlight a telephone number in another application 2 Using the keyboard press the key combination assigned for Hot Key Dialing The call will proceed dialing the number highlighted Using Drag and Drop Use the mouse to drag and drop a call from either the Call History or Contacts tab list into the LCD Display window The call will proceed to dial Using Contacts Personal Speed Dial List 1 Click the Contacts Companion tab to open the contacts page and navigate to a Directory or Group 2 Make a selection from the listing and double click the name to proceed dialing or right click on the selected name and choose Call Now to proceed Using Call History to Re dial a Number 1 Click the History Companion tab 2 Scan the list for a recently dialed number or look for a number of someone that called you 3 Right click on the line with the person to call and select Call Now or double click on the line with the person to call Using Speed Dial User Button e Click on a User Programmable button that has been programmed as a Speed Dial button The call will proceed immediately Typically the longest ringing calls are answered first but calls can be answered in any order with a cl
175. d not started This column also includes the day of week for the first call of each day TOSHIBA 209 IPedge Using Companion Applications 210 Phone the phone number you dialed outgoing or the CallerlD Number ANI incoming Name The name of the person you called based on Outlook or who called you based on CallerlD Dur The Duration or length of time the call spent on this Call Manager extension in hours minutes and seconds This time does not include any time the call spent on any other extensions before or after being on this extension Acct Code Shows the account code if any that was attached to this call Customers often use Account Codes to indicate something about the call such as the Customer ID the result code of the call e g order was placed needs follow up unable to reach party was busy etc This account code could have been attached to the call prior to reaching this phone or it could have been added or changed by you while it was on your extension Call History logs the current Account Code when the call leaves the Call Manager extension Type This can either be IC or CO indicating the type of call internal or external It also indicates the Station ACD Hunt Group Announcement AA and voicemail Notes Shows the Notes that were taken during this call These Notes could have been attached to the call prior to reaching this phone and or they
176. d and received on the local telephone extension This Call History provides the user with a valuable log of his or her phone calls Viewer Buttons History Contacts Chat Dialer WebBrowser Y A K 4 gt calls 159 Incoming Outgoing Missed Page Buttons Year Day Time Phone Name Dur Acct S Q 2009 11 23 Mon 09 24 10204 DT 204 00 00 16 g O 2009 11723 Mon 09 24 10302 00 01 09 O 2009 11723 Mon 09 24 10204 DT 204 00 00 25 S 2009 117 23 Mon 09 43 10203 00 19 17 Q 2009 11723 Mon 11 03 10204 DT 204 00 00 17 2009 11 23 Mon 11 04 10302 00 01 08 2009 11723 Mon 11 04 00 00 28 v lt gt Pages Buttons In addition to the other toolbar icons you can use the First Page Previous Page Next Page and Last Page icons buttons to navigate between the various pages Call History creates Pages when the call log exceeds a certain number of Call records to improve performance The Last page contains the most recent calls Call Information Each call in the call history appears as one line in the Call Display area The column headers indicate what information is shown in each column Column 1 Icons Indicates whether or not a call is an incoming call or outgoing call arrow pointing right incoming arrow pointing left outgoing and the call is answered or not Green answered pink not answered Year Day Time Shows the date and time that the call complete
177. d drop and or importing as described in the Adding Calls to the Dialer Lookup in Outlook lookup this number in Microsoft Outlook and open the matching contact Print Listing print a listing of all entries shown in the calls window The position and width of the columns can be changed to format the printout as desired TOSHIBA 291 IPedge Using Companion Applications Sorting Entries To sort the entries simply click on the column header by which you desire the sort to occur Click the same column header again and it will switch the sort from ascending to descending or vice versa Thus if you want to sort by name click the Name column header to sort by phone number click the Phone column header and so forth Dialer Operation Ready to Dial Click the AddCall button to place a dialer call The following screen displays AddDialer Name Account Phone Call949 555 1212 Terrie Green Date i Time When 11 19 2009 amp fs Minute v Subject Info Status Enable Disable Save Cancel In the Date and Time drop down are used to set the date and time of your call You also have a choice of selecting Today and Now to place a call immediately Calls in the list that are enabled will automatically pop up a screen for the user indicating that it is time to place the call This screen is Ready to Dial screen The screen will contain the information entered into the list about the call
178. d messages Deleted messages may be accessed from this folder Messages may be deleted then undeleted moved back to the inbox forwarded replied to or permanently deleted A message may be recorded and sent directly to a mailbox as a voice mail 1 Enter the recipient mailbox or select it from the address book 2 When the message is recorded several message options are available e Priority e Confidential e Return receipt e No receipt notification e Future delivery For no receipt notification and future delivery you will be asked to input a date and time This feature allows the user to view all messages that are flagged for delivery at a future date To send a message using Future Delivery see Future Delivery on Page 98 A message may be deleted saved replied to or forwarded by either voice mail or email from any of the four mailbox screens Tap and hold the message to access this menu TOSHIBA 95 IPedge IPMobility Application Delete Save Forward to Play On Earpiece Cancel Delete Deletes the currently selected message Save Save the currently selected message to the Saved Messages folder Forward To This will forward the currently selected message via email or voice mail A message may be forwarded by either voice mail or email from any of the four mailbox screens 1 If forwarding via email enter the email address of the recipient Change the subject header or the email client
179. d messaging functions such as Group Distributions Adding and deleting members of groups lists Setting up personal options and message notifications Changing mailbox passwords Personal Assistant Follow me etc e Chapter 8 IPMobility Application describes how a mobile device may act as an extension of an office desk phone by providing outgoing and incoming call functions e Chapter 9 Fax Capabilities describes how to send faxes from your desktop redirect fax messages and automatically send faxes to a printer e Chapter 10 Call Manager Basics covers the basics of using Call Manager e Chapter 11 Using Call Manager Features contains user instructions for call handling features for personal as well as ACD calls in Call Manager e Chapter 12 Preferences covers the Preferences options in Call Manager e Chapter 13 Buttons discusses the various buttons and options available in Call Manager and how to change edit etc e Chapter 14 Actions defines the powerful actions that can used with Call Manager e Chapter 15 Personal Call Handler covers the setting up of call handling rules and other personal call handling options TOSHIBA 9 IPedge Conventions Chapter 16 Using Microsoft Outlook provides user instructions for Microsoft Outlook integration using Call Manager Chapter 17 Using Companion Applications contains procedures for Companion applications available with Call Manager such as C
180. d or is behind other windows on your screen Call Manager must be running for this hot key to work Click Preferences gt Hot Keys displays the Hot Key Dialing amp Popup setup dialog box Hot Keys Setup x Cih Alt Shift Key Y Enable Di Mm oO Fil le Copy Command Ctrl C Ctrl INS o we D a 8 m e Answer lt None gt Hold lt None gt Hang Up lt None gt w Expand Contract F a E lt None gt w Dial Pad Show Hide lt None gt Chat al Fl m lt None gt v Transfer lt None gt w Transfer To VoiceMail lt None gt w View Info lt None gt v View Extra Info lt None gt w Leave Station Message lt None gt w Save Cancel Dial Hot Key Enable the hot key button and select the key to use including any modifying keys to be used in combination Popup Hot Key Enable the hot key button and select the key to use including any modifying keys to be used in combination e Answer Answer the ringing call e Hold Place the active call on hold Hang Up Disconnect the active call Expand Contact Toggle Call Manager between the compact mode and regular mode TOSHIBA 147 IPedge Preferences 148 Note Dial Pad Show Hide Show or Hide Dial pad e Chat Open Chat window if the other party talking to is running Call Manager If the phone is idle or the other party i
181. d selecting the skin name from the Phone Colors menu Each skin design is saved in a file which is a file starting with skin_ and ending with INI These files are stored along with other configuration data on your PC in the Local Settings Call Manager folder skins A number of basic skin designs are included with Call Manager Icons next to the skin name provide easy access to save save as create new and delete skin functions Some of these icons can also be accessed using the application menu button To exit the skin editor just click the cross icon on the top right corner of the skin editor Click the new icon and a Skin Name dialog will pop up to allow you to enter the name of the skin The new skin initially will have current existing configuration as you see on the skin editor You can start changing it Click on Skin Name drop down list to load an existing skin Once changes have been made click the Save icon to save it When creating a new Skin changing an existing skin or to save a skin using a different name click the Save As icon A Skin Name dialog will display Enter the new skin name With the Skin loaded to be deleted click the Delete icon Click Yes in the dialog box to confirm the action The system should have at least one skin deleting the last skin will be rejected TOSHIBA The Skin Editor Set Background Color and General Appearance LCD Background and Text Colors I
182. d y Try Later Okay 2 Personal Power Dialer Time to Place Call to Phone Name Account To 10206 Eric Subject fo Result Completed v Try Later 15 Minutes Other Okay Calls can be added manually imported or use drag and drop techniques as explained below First a call can be manually added or changed at any time by double clicking on a call in the dialer list The telephone number must be entered a name being called and optionally an Account Number and any Subject as needed The call can be scheduled by date or elapsed time The default date is Today but any date can be entered or a Calendar button is provided to pick a date for the call Any time can be entered or any elapsed time frame can be entered The pull down list shows some common elapsed times for placing the call The call record will need to be enabled to be dialed at the appointed time TOSHIBA 293 IPedge Using Companion Applications Methods for Adding Calls 294 AddDialer Name Account Phone Callj949 555 1 212 Terrie Green Date Time When 11 19 200 f5 Minute Subject Info Status Enable Disable Save Cancel Often times you may want to add multiple calls from contact or call information that might be contained in other applications The Dialer provides a couple of ways to accomplish this Drag and Drop from MS Outlook If you are using Microsoft Outlook you can simply select one o
183. dcast Message Normal Message Play wave file Ringin wav Urgent Message Play wave file Ringin wav On Incoming Message Dismiss new popup window Check the box and specify the time in seconds when no response is seen when a new message arrives This will tell Chat to notify the caller of no response after a certain length of time The response message returned is User didn t respond Play Wave file Check the box to play a WAV file each time a new message comes in Click on Browse to specify a different WAV file You can test your WAV file by clicking on the Test button Beep on Each New Line Received Check the box to have Chat beep each time a new line arrives into the conversation Click Test to verify operation Timestamp Each Line Check the box to show a time stamp Message Box each time a new message is received 234 TOSHIBA Pedge UG 01 13 IPedge Using Companion Applications On Incoming Broadcast Message e Normal Message Check box next to Play Wave file to allow playing a WAV file each time a new broadcast message comes in You can click on Browse to specify which WAV file you want to play You can test your WAV file by clicking on the Test button below the file name Urgent Message Check box next to Play Wave file to allow playing a WAV file each time an urgent broadcast message comes in You can click on Browse to specify which WAV file you want to
184. dd Change Handler Rule Rule Name Trigger On ACD Call Ringing Trigger if Phone State Any Call Type Any v ACD Pilot Ext Any ACD Group v Account Code None Required v Extra Info CallerlD Name None Required E Actions to Take Immediate Action Pop Tigerpaw Account v Delayed Action in Seconds ol lt None gt v Browse _ Call Type Select the call type for the ringing call Phone State Select the Phone State when the call arrives ACD Pilot Ext Select the pilot number the call is from For the last two options enter a specific number in the box including wild card characters when needed See Like Matches and Unlike Matches for use of wildcards Extra Info Select a Field Name CallerlD Name or type in another field name and then choose how to treat this information For the last two options enter a specific number in the box including wildcard characters when needed See Like Matches and Unlike Matches for use of wildcards Account Code Select the account code type to be used For the last two options enter a specific number in the box including wildcard characters when needed See Like Matches and Unlike Matches for use of wildcards IPedge UG 01 13 TOSHIBA 193 IPedge Personal Call Handler e Status is Idle Whenever the station is idle and the DND button is toggled or whenever an ACD agent ends wrap up
185. ditions in the ACD queue indicates a problem that needs attention You can select up to two conditions so that whenever either of these conditions are met the ACD Group Status button will turn Red In addition to these two conditions this status will automatically be reached whenever the queue is enabled but there are NO agents available Available conditions are Calls Waiting gt x calls Longest Waiting Call gt x Secs Waiting Calls Agent gt x This is the 2nd highest level status of a queue and should typically be reached when the load in the ACD queue is approaching a problem level You can select up to two conditions so that whenever either of these conditions are met the ACD Group Status button will turn Yellow The available conditions are Calls Waiting gt x calls Longest Waiting Call gt x Secs Waiting Calls Agent gt x TOSHIBA 217 IPedge Using Companion Applications Active Status Green Idle The ACD Group Status will automatically appear Green if there are agents Status Blue and logged into the group and there are calls taking place in the group but there Disabled Status Black are no waiting calls for the group The status will automatically appear Blue when there are agents available to take ACD calls but there are no calls Black indicates the queue is Disabled or off schedule and not receiving calls Notifications This section allows you to setup audible and vi
186. ds defined in the time box default is 60 seconds Entering a check mark in the Give Chat Back option box will give your recipients the option to send a Chat message back to you once they receive your Broadcast Message NoteBe aware that when using the Chat Back option sending to a group of people all recipients will have the Chat back option and if everyone responds it could result in a large number of simultaneous chat calls back to you 5 Click Send 228 TOSHIBA IPedge UG 01 13 IPedge Using Companion Applications Chat Feature Operation Do Not Disturb The Chat Do Not Disturb DND feature is disabled by default For this feature to operate the Enable Do Not Disturb feature must be selected in the Features Tab of Chat Setup This feature works independent of Call Manager s DND See Interfacing with Other Programs on page 284 for details on how to automatically link the Chat DND status with Call Manager Messages Response Buttons Features Logging Features Allow others to push URL to me Show offline users in Everyone folder C Do not take focus from other applications Whiteboard C Show shareboard initially Default Highlighting Pen Width X Medium y Color Magenta Y Settings Save Location Local machine Current user To Set Do Not Disturb When you want to prevent further incoming chat calls the Do No Disturb feature can be turned on This feature allows you to p
187. e when needed e Log String Create the string defining the content to be written into the file The above example created the following entries into the file CallsLog txt Note The number of characters sent for the name variable was limited to the first 10 characters 10N which truncated the names in the file to the first 10 characters See Action Variables on page 182 for details 12 02 04 16 27 In 1027 480 496 9040 Joe Blow No 12 02 04 16 28 In 1027 480 629 8723 Joyce Gree Yes 12 02 04 16 28 In 1027 949 853 3351 Katz Yamag Yes Lookup in This action will lookup the phone number in Microsoft Outlook and then selectively Outlook opens a contact creates a new contact or adds a journal entry View Change User Defined Actions Qoe E amp Action Count 21 Run OAISYS Whi Name Outlook integration Types Lookup In Outlook El Pop Tigerpaw Ac REE J damas Alain in cta Screen Pop Tele Agent login On Exact Match Pop User Options y Show all the info On No Matches A Screen pop Tiger Screen Pop ACT On Multiple Matches Display Choices Attach account co Export call info to Log to a file Ir IPedge UG 01 13 TOSHIBA 169 IPedge Actions 170 Minimize Phone Screen Modify Call Information Standard Info AR Run OAISYS Whi a Pop Tigerpaw Ac Screen Pop Tele Agent login Show all the info Screen pop Tiger Screen Pop ACT Attach account
188. e DND default is Off Change the Do Not Disturb button to ON Click Save One Touch buttons can be used for storing frequently used features or dialed numbers such as Speed Dial numbers One touch buttons can be preassigned to your telephone your System Administrator can help you identify them If you do not have a One Touch button but you have an available Programmable Feature Button you can convert the Programmable Feature Button to a One Touch button Once you have created a One Touch button you can change the function by using the following procedure 1 Right click on the pre programmed One Touch 2 Select One Touch The dialog box below displays Station key data dialog Key Feature One Touch One Touch Data One Touch Function Mode SKO1 _ Page SK02 Scroll SK03 Flex Key Feature SK04 Msg MSG Re ji v Add Mic MIC Spkr SPK ADM ADMI yv 1 w Add Spdial SPD Redial RDL a Cnf Trn CNF DSS DSS1 1 v Add ies i Vol Down DWN Hold HLD Key Strip Label Cancel 3 Enter the digits or special buttons for the function to be dialed You can include the following in the dial string e Dial pad digits 0 9 To program special characters see Table 10 on Page 308 A maximum of 32 characters TOSHIBA 307 IPedge IPedge Enterprise Manager Table 10 Special Characters e Station and System Speed Dial index numbers can be entered The Speed Dial index numb
189. e IP5000 series telephone shown below gives a general idea Telephone of the basic attributes found on most of these telephones The positioning of the Overview buttons varies per telephone model TOSHIBA D IP Series 20 Programmable Feature Button 4 Line LCD Telephone Legend A Status LED message and ringing G Speaker LED Button B LCD Display H Volume Button C Softkeys Hold Button D Programmable Feature Buttons J Microphone E Message Waiting LED Button K Tilt stand F Microphone LED Button Fixed Buttons The fixed buttons on the dial pad help perform standard functions quickly and easily edge UG 01 13 TOSHIBA 13 IPedge The Grand Tour Layouts Fixed buttons are laid out differently on the IP5000 series telephones 9 line LCD Telephone 10 and 20 Button 4 line LCD Telephones Fixed buttons are located on either side of the dial pad The Fixed buttons are described below Table 3 Fixed Button Definitions Button Definitions Message Msg When Msg LED flashes press Msg to call back the station or voice mail device that activated the LED This is the tele E phone s PDN message waiting button Important Red LED must be on in order for button to function Microphone Mic Mute button toggles between Mic and Mute When Mic key is lit Mute is disabled When Mic is pressed again and light is EJ off Mute is enabled on the microphone in the telephone and the micro ph
190. e Like Matches and Unlike Matches for use of wildcards Account Code Select the account code type to be used For the last two options enter a specific number in the box including wildcard characters when needed See Like Matches and Unlike Matches for use of wildcards IPedge UG 01 13 TOSHIBA 189 IPedge Personal Call Handler e Call Answered Whenever a call is answered on the phone Call Type Select the call type for the ringing call Add Change Handler Rule Rule Name Screen Pop Tigerpaw Trigger On Call Answered Trigger if Call Direction Call Type Any v Caller ID Number Any Number v Account Code None Required v Extra Info Called Name _ E None Required W Actions to Take Immediate Action Pop Tigerpaw Account ee Y Delayed Action in Seconds 0 lt None gt v e Call Direction Select the direction of the call to be triggered Caller ID Number Select a Caller ID number For the last two options enter a specific number in the box including wild card characters when needed See Like Matches and Unlike Matches for use of wildcards e Extra Info Select a Field Name CallerlD Name or type in another field name and then choose how to treat this information For the last two options enter a specific number in the box including wildcard characters when needed See Like Matches and Unlike Matches for use of wildcards e Account Code Select the account c
191. e access to all Meeting functions Refer to the IPedge Meeting Audio and Web Conferencing User Guide or Help for procedures on using the Meeting application TOSHIBA Index A account code 168 account codes 37 forced 37 verified non verified 37 account number 170 ACD 306 ACD call ringing 193 ACD key view 134 ACD Keys 163 ACT 115 action keys 162 action variables 182 actions creating actions 167 importing 185 testing 186 add 50 advisory message default code table 38 all call page 57 always on top 134 answer 161 answer a call 25 answering calls 23 attendant 306 automatic hold 26 line selection 22 automatic hold 26 browser 16 busy override 55 buttons 3200 series LCD 30 ACD 120 close 122 Cnf Trn 15 debug files 146 dial pad 118 dock 122 fixed 13 30 flexible 30 Hold 15 navigation 15 one touch 307 programmable 119 Redial 15 shift 15 speed dial 15 user programmable 122 buttons mode 122 C calendar 137 Call info 119 Window 119 call answered 190 control 161 disconnect 191 extra call info 130 forward 117 history 134 logging 134 modify 170 results 139 retrieve 127 ringing 189 193 transfer 181 types 134 variables 182 call center 131 call control 306 call forward 306 any call 42 direct line calls 311 internal and line calls 311 station 41 call fowarding 128 call handler mode 122 call handler rules 122 20
192. e chat call Push URL will send a URL to the other party on the Chat call and pop open a Web Browser window to that URL Send Text Type in the text message or URL you want to send when you click on this button Your text message can be any length in size Send Text Message Immediately Check the box if you are sending text and you would like to send it immediately without clicking on the Send button e Click OK to save the changes you have made to your Response Button 236 TOSHIBA IPedge UG 01 13 Cc IPedge Using Companion Applications Features Tab In the Features tab two features can be enabled and the location where the settings will be saved is specified Messages Response Butlons Features Logging Femen v Allow others to push URL to me Enable Do Not Disturb feature Show offline users in Everyone folder C Do net take focus from other applications Whiteboard _ Show sherebcerd initially Default Highlighting Pen Width S Medium Color Magenta Settings Save Location Local machine Ko Current user Features Allow Others to Push a URL to me Check to allow URL s to be pushed to this location by others When disabled other users cannot push a URL to open a browser window on your PC Enable Do Not Disturb Feature Enter a check mark in the box to enable the Do Not Disturb option This option allows you to block incoming Chat messages and returns a DND message that yo
193. e copied to other Call Managers To export an action you will need to be in the Add Edit Action screen and click the Show Test button to reveal the testing parameters and the Export Action button Pressing Export Action copies the details of the action into a special file named xx ACI where xx is a number assigned by the software corresponding to the action number e g 2 ACl This file is exported into the user s application data folder typically C Documents and Settings lt user name gt Local Settings Application Data Toshiba Strata Call Manager In order to identify the file more easily you may want to user Explorer to rename that file to something more appropriate e g PLAYBELL ACI When renaming an action file always limit the file name to 8 characters prior to the ACI extension This file can then be copied to another PC to give a copy of the action to another user of Call Manager Leaving a copy in this folder provides a backup copy of the action That will be then be loaded at startup if that action were deleted in the Actions List see Importing Actions below for more details Note When exporting an action if a file with that name already exists an error message will occur and the action will not be copied when this occurs you will need to use Explorer to rename the existing file and then export again When the Call Manager program starts up it automatically imports actions from the compiled NET_PHN ACS action f
194. e each schedule line refers to TOSHIBA T7 IPedge Other Messaging Applications Set a Wake up Call Change your Mailbox Password 78 1 Call the voice messaging system and select 3 1 1 The system will tell you whether or not your entire message notification is activated To activate or deactivate a specific schedule line press 2 Enter the schedule line number 4 The system informs you if this schedule line is activated or deactivated To change press 1 You can set a wake up call to ring a phone for example your cell phone ata specific time during the day The wake up ring will repeat everyday until you turn it off 1 Call the voice messaging system and select 3 1 3 2 To seta weekday wake up call press 1 to set a weekend wake up call press 2 3 The system will tell you whether wake up call is activated or deactivated To change press 1 4 Once the wake up call is activated select 2 1 to enter in a time when you would like to receive the call 5 Enter in a 4 digit time followed by a for AM or for PM 6 The system will confirm the wake up time 7 Setup the call out number This is the number the system will ring at your scheduled time Press 3 and the system will inform you if there is already a call out number saved this allows you to reuse a number without having to enter it every time you set up a wake up call To change the call out number press 1 8 Enter the phone number followed by
195. e or redirecting a received message 1 Call the voice messaging system and record a new message or forward a received message 2 When you address the message for delivery you have the option of inputting a mailbox number or selecting for a private group distribution list Enter the group number you wish to use followed by a Press 1 to confirm or 2 to change your entry You can use a global group distribution list when sending a new message or redirecting a received message 1 Call the voice messaging system and record a new message or forward a received message 2 When you address the message for delivery you have the option of inputting a mailbox number or selecting for a public distribution list TOSHIBA Personal Options Message Notification To Activate or Deactivate Message Notification IPedge Other Messaging Applications 3 Enter the group number you wish to use followed by a 4 Press 1 to confirm or 2 to change your entry Some Personal Options are optional features which may or may not be available to your organization Check with your System Administrator if any of these features are available to you e Send notification to additional devices when a message is left in your mailbox e Seta wake up call e Change your mailbox password e Set up your personal assistant e Forward a call to another phone number using follow me e Setup call screening e Set up do not disturb e Set up a perso
196. e product portfolio Similar to other resellers of software hardware and peripherals these third party manufactured products carry warranties independent of our Toshiba limited warranty provided with our Toshiba branded products Customers should note that third party manufacturer warranties vary from product to product and are covered by the warranties provided through the original manufacturer and passed on intact to the purchaser by Toshiba Customers should consult their product documentation for third party warranty information specific to third party products More information may also be available in some cases from the manufacturer s public website While Toshiba offers a wide selection of software hardware and peripheral products we do not specifically test or guarantee that the third party products we offer work under every configuration with any or all of the various models of the Toshiba IPedge Toshiba does not endorse warrant nor assume any liability in connection with such third party products or services If you have questions about compatibility we recommend and encourage you to contact the third party software hardware and peripheral product manufacturer directly Contents Organization esio a Ad dd da CONV MA A e e eect A Related Docuiments Media iien tado abba iandebent Manaattvdaladatedidsadgebsdetetaacseuue dali Chapter 1 The Grand Tour IP5000 series Telephone Overview cceececcecceeeeeeeeeeeeeeeece
197. e with that name already exists an error message will occur and the rule will not be copied when this occurs you will need to use Explorer to rename the existing file and then export again When the Call Manager program starts up it automatically imports rules from the compiled NET_PHN RUL rules file plus all rule files RUx it finds in its startup folder The last character used in the file name extension defines how the rule file is treated when importing RUI These files are individual rules created by exporting These will be imported only when a rule using the same name does not exist in the compiled file Thus when this file exists and the user made changes to this rule the user can revert back to the original operation by deleting the current rule in Call Manager then stopping and restarting Call Manager RU1 Upon startup Call Manager always imports rules from all One Shot rule files RU1 When a rule with the same name exists the rule will be overwritten Once imported the One Shot export file is deleted These one shot files can thus be used to import a rule just one time allowing the user to change or delete the rule as desired RUO Upon startup Call Manager always imports all Over Write rule files which overwrites any rule of the same name These files can be useful to ensure the rules do not get changed or when wanting to make the same update on other Call Managers e RUO
198. eature Operations groups Verify with your system administrator if there are sufficient vacant media resources for successful paging To make a Page announcement to telephones 1 Lift the handset press your extension button and enter a paging access code 2 Make your announcement then hang up To make a Group Page e Press Group Page and enter the Group number 01 24 e Press extension 31 and enter the zone number To answer a page from the paged station press the page button do not lift the handset or press the speaker button To answer a page from other stations perform a Directed Terminal Pick up See Call Pick up The call must be picked up before paging ends When the page is answered the device being used at that time will be released If a paged station is a member of two paging groups and is being paged as a member of one group and a page is attempted for the second group that telephone attempting the page on the second group will receive a busy signal The original paging is maintained except in the case where the second page is Emergency Paging To answer a Group Page lift the handset off hook dial 5 36 and enter the Page Zone number 01 08 depending on your telephone system You can make an All Call Page to telephones assigned to the All Call Page Group Stations are assigned to the All Call Page Group in system programming To make an All Call Page 1 With the handset off hook press Al
199. ecording of the voicemail You can open this attachment with any audio TOSHIBA IPedge Other Messaging Applications player installed on your computer to listen to the recording or on your telephone as shown below m Voice Mail 4 sec Message HTML i file Edit View Insert Format Tools Actions Help F La Reply giReply to All Forward 4 118 118 13 X e o A From Ron Hunsaker mailbox 3752 Sent Thu 10 29 2009 1 13 PM To Hunsaker Ron Cc Subject Voice Mail 4 sec Attachments L 44E9F74F 3 wav 13 KB This is a voice message Open the attached file to listen Link to message Thank you for using the Toshiba Unified Messaging system For more information visit telecom toshiba com Click the Link to message to play your message using the telephone The following options display Click on the appropriate button Caller ID 3752 Ron Hunsaker Date 10 29 09 1 14 PM Disconnect Play Stop Pause lt gt Medium Speed vw MediumVolume Save Call Sender IPedge UG 01 13 TOSHIBA 83 This page is intentionally left blank IPMobility Application IPMobility How it Works mobile device to act as an extension of the IPedge system by providing The IPMobility Application for Android and Apple iPhone allows a dia incoming and outgoing call features Users may also easily access key voice messaging functionality and manage administration of their voice mailbox without di
200. ed Group Pickup Directed DN Pickup Any External Pickup CO Retrieve Pickup Local Retrieve Pickup Remote Pickup Directed DN Retrieve and Pickup On Hold and Incoming Voice Mail Enable button to Record or Pause Resume Voice Mail ACD Assign FB as either Log In Out Available Unavailable Work Unit ACD Help ACD PickUp End WrapUp Join ACD Call Monitor ACD Call Start End Shift or Display status One Touch One Touch buttons can be used for storing frequently used features or dialed numbers Assign and Submit a button as a One Touch button Once the One Touch button is created double click the button to enter the programming dialog box Blank Clear button assignment TOSHIBA DND Activating One Touch Buttons Changing a One Touch Button IPedge IPedge Enterprise Manager When you activate Do Not Disturb DND internal and external calls do not ring your telephone Callers may be blocked and receive DND busy tone when they call your telephone or calls will call forward busy or no answer depending on how many appearances of your extension button are on your telephone You can continue to make calls normally when in the DND mode Your telephone dial tone will sound a stuttered tone when in the DND mode Stuttered dial tone can be turned off from the Basic Settings screen by disabling Message Waiting amp DND Dial Tone To activate DND on your Telephone 1 From the Home menu click DND under the Phone Key Th
201. ed to Add Change or Delete Personal Call Handler rules Close Button Use to close the Call Handler window e Call Handler Rules Window Displays the current Call Handler rules along with an enabled checked and disabled unchecked box per rule The triggering event is show in blue text while the action to take place is shown in red text for easier viewing e Buttons tab Use to switch the window from the Call Handler mode to the Buttons mode Below is a sample view of the side window screen in Buttons mode which provides 25 user programmable buttons for the user f x Personal Call Handler Butns Front Desk Home F e User Programmable Buttons A number of keys can be easily configured by the user as Feature keys Speed Dial keys Call keys User Action keys ACD keys etc TOSHIBA IPedge UG 01 13 Companion Application Windows Screen Colors IPedge Call Manager Basics Companion Application tabs open as the result of clicking one of the Call Manager tabs These windows open docked connected to the main window or can be undocked moved away from the main window Each side must be enabled in the preferences docking drop down list While a companion window is docked with the main window whenever the main window is moved the companion window will move with it And likewise whenever the main window is minimized into the system tray or restored the compa
202. ed to as Reverse Screen Pop Add New Contact if No Match Found When enabled if no contact matches this phone number a New contact in Outlook will automatically pop up Automatically Open a JOURNAL for each Call Using Outlook Journal entry makes it convenient to keep track of phone calls made or received and to takes notes while on a call By enabling this option a New Journal entry will be popped open whenever you make a call Also ifthe phone number exactly matches an Outlook Contact then this new Journal entry will be automatically associated with that Contact Automatically View the Contact s Web Page When enabled if the contact record contains a Web address for the caller this web page will pop up within the browser Incoming Screen Pop Use the Personal Call Handler feature to perform Outlook Screen Pops Calendar Enable appointment and reminder events from Outlook Calendar Outlook Phone Link With the Outlook Link application installed click the Setup button to access the Setup Configuration for Outlook Link For details on setting up Outlook Link see the Application Note Screen Pop Outlook TOSHIBA 137 IPedge Preferences 138 Dialing Tab Local Dialing Plan Click Preferences gt Dialing or Preferences gt General gt Dialing tab Use this tab to determine whether to follow a Server based dial plan use a dial plan defined for your station or dial all the codes
203. ede hee ete tah va oe ea 54 Offt Hook Call Announce OC Alita aia tab 54 Ovelmde id tes e da oda da 55 PAM iia ide 56 AC ad 58 A NS NA 59 perdi o o os lo eck aA 59 Time and Date Setting Local orria a 60 Tone First Voice First Signalling eee a AEA ESA EEEE T A 61 TONG Fkt SIJAAN eos inna a a EEE EE 61 Voice First SignallNd sce Sects ced a A 61 TOSHIBA Contents Chapter 5 Messaging Features Uniform Call DIStribUtION cas ona tilo a lated eaaa a erect abbas a aai 62 Login LOGOUT ar 63 Chapter 5 Messaging Features Access your Mailbox by Phone 0 ccccceccccteeceseeee acc 65 Set up Your Mailbox for the First Time cccccccececeeeececeeeeeecaeeeeeeeeeeeeeseecacaaecaeeceseeeeeeseeseneensaeaeeseess 65 Check New Messages score A E A dd T cit 66 Review Saved MESSAGES ionin arracat i ari a A raa ae ARAE aa T d a 66 Envelope Information Ss e A da 66 Volume Sp ed Control A ea en VE 67 Reply to a Message coccion dd eddie 67 CallBack DIECI 0 A E AA A A eee A aia 67 Redirect a Message soannen arani A E S a 68 Erase Delete and Retrieve a Deleted Message ooooooocccconocccccnococconcnccnnnnnnnnn nano ocn n rra n rra rnnnnn rra 68 Delete a Message cout it a A ata dd 68 Retrieve a Deleted Message ococcincoccninnonicnnninnnncncrnn naana 68 Number of Messages coccion a 68 Send A Message Directly To A Subscribers MailbOX ooooonnnncccnnnnocccccnnnoonccccnonannccccnnnnnccncnnnrnncccnnnnnns 69 To Mark a
204. eeding 1 Place a call using the normal method If the call requires an Account Code a burst of tone Entry Tone is heard after dialing the telephone number alerting you to enter the Account Code 2 Enter the account number When the number of digits designated for account codes has been entered the number is checked against the verified list if chosen and the call continues normal If the number of digits entered for the account code is not reached or the verified code does not match then re order tone is heard and the call is rejected You can bypass Forced Account Code requirements with three emergency numbers including 911 See your System Administrator for these numbers 1 911 2 3 Voluntary Account Codes are optional They can be entered during a call and are used for tracking selected calls using Station Message Detail Report SMDR call detail recording option TOSHIBA 37 IPedge Feature Operations Voluntary Account Codes Using the Account Code Button Using Access Codes Advisory Message 38 If the system is set for Verified Account Codes station users must enter a specific code when entering the Voluntary Account Code s or the code is not validated for the SMDR call report This does not affect the call There are two ways to dial using a Voluntary Account Code Note This requires a Programmable Feature Button to be programmed on your telephone set with the Account Code feature access code
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206. efault Colors Action System PBX Command y Save Cancel Initialize The following commands are available PBX Call Control Auto Call Record Tracer Recording Answer Current call CONFERENCE Simulates Conf key Start Record Stop Record DIAL xxxxxx xxxx the number to dial Set Bookmark Msg HANGUP Hangup current call HOLD Hold current call Call Center ACD Agent Help MODIFYCALL Field Value CD Call Pickup TRANSFER Set Work Units Value SETWORKUNITS Value Set Work Units Value ACD_CALLPICKUP ACD Call Pickup ACD_AGENTHELP ACD Agent Help An enhanced feature is available in User Defined Actions TOSHIBA 161 IPedge Buttons User Defined Action Keys Customized features can be placed on keys by using User Defined Actions Actions that have been defined will be available in the pull down list Setup Key Sample Minimize Phone Key Label Minimize Phone E Action User Defined Actions eed a a EN Click to view y y a the actions list to add edit actions To create a new action go to the User Actions section click the View Change action button on right shown above The following screen displays View Change User Defined Actions E A Add New Action Minimize Phone Screen Copy Action Pop Tigerpaw Acc
207. els of SIP telephones also have their own built in conference feature Please refer to the device documentation for description and programming instructions Toshiba IP4100 and PolyCom Series 8440 550 321 SIP stations may be used as a conference master for a conference call When this occurs the Conf button is used in place of the Cnf Trn button referenced here To initiate a conference call on IP Telephones 1 While on a call press Cnf Trn dial tone is heard and the line LED will flash green 2 Dial a station or outside telephone number 3 When called party answers press Cnf Trn If busy no answer press Cnf Trn again to return to the original connection 4 Ifthe second call was placed on a programmed Line extension button on the telephone that LED also flashes green TOSHIBA Set up a Conference Call SIP only Hold a Conference Call Consultation Hold SIP only Adding Voice Mail to a Conference Add Voice Mail to a Conference Call conference master only IPedge Feature Operations Repeat steps 1 3 until all parties are added up to eight When the conference master hangs up control is automatically transferred to the first internal station added to the conference call If no internal IPedge stations were included in the conference call the call is disconnected Transfer Conference Control 1 Complete steps 1 and 2 above to add the to transfer conference master status see previous note
208. en the Integrated Web Window whenever an outside call rings in to provide a script to for answering that call The URL can contain action variables for example using the DID DNIS number used for the call to open a page created for each DID DNIS number Thus when the call arrives a screen opens for a script or questions to use for that call Another use may be to have several Personal Directories where the 8 button limit may not allow access to more directories Assigning a programmable button can allow opening these personal directories using one click access View Change User Defined Actions E amp Action Count 25 Show all the info Name Internal browser Type Pop Companion Application Screen pop Tiger A pr ral n Screen Pop ACT cuna 7 Attach account co Export call info to Tab Name Web Browser Log to a file Minimize URL http www telecom toshiba com Modify call info Play wave External browse Internal browser 172 TOSHIBA IPedge UG 01 13 IPedge Actions Tab Name Enter the name of an existing Web Browser Companion Application tab name This name must exactly match the name as displayed This action uses the specified tab as the parent window URL Param1 Enter a URL or other Param1 parameters as indicated in the table below The URL can contain Action Variables as part of the entry Popup Call Info This action will pop open either the Standard Call
209. en the call was completed Time this column shows the time the call is to be placed or was completed Status the status of the call If this is blank the call is not due yet Other status values include Due Now The time has arrived for this call to be placed e Overdue This call has not yet been placed and it is overdue Done This call has been completed TOSHIBA sala 01 13 Functions Sorting Entries Dialer Operation IPedge Using Companion Applications DISABLED This call is disabled It will not be placed until it is enabled In Progress This call is underway Name the name of the person to be called Phone the phone number to be dialed Account this shows the account code if any for this call Often an account code is used to indicate something about the call like the customer ID the result code of the call e g order was placed needs follow up unable to reach party was busy etc This account code will be attached to the call when this call is placed Subject this column shows the subject of the call This information can be added changed up until the call is placed at which time this information is attached to the subject field of the call Last Result If the call has been placed and it is either successfully completed or will try again later this field shows what happened on the last attempt The user chooses these result values
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211. ephone Speaker Adjust Volume Call Forward Call Forward Types System Call Forward Station Call Forward IPedge Feature Operations Press BGM LED turns on Or Press an extension button 490 n where nis the music source 1 15 Press BGM LED turns off Or Press an extension button 491 The phone is in an idle state when listening to BGM Attempting to adjust the BGM volume at this point will result in only a ringer tone adjustment and the BGM will restart at the beginning of the music source BGM volume can only be adjusted when the phone is in use The in use state is when a call is being received or dialed To change the volume of the BGM press the PDN key this interrupts the BGM and initiates the in use state When you hear the dial tone use the Vol key to adjust the tone up or down Press the PDN key again to return to the BGM in progress Two types of Call Forwarding may be set System Call Forward automatically directs calls to a predefined location such as Voice Mail or a DN System Call forward is set via system programming please see your system administrator to modify this feature Station Call Forward is used to replace a System Call Forward destination with a custom Call Forward setting made from a base station however voice first calls may not be forwarded using this feature Important Check with your System Administrator to determine if the system uses a feature
212. eplaces an existing number or adds a number if blank Name Enter a name for the caller to be used as the Caller ID name This replaces an existing name or adds a name if blank Account Enter an account code for the call This replaces an existing number or adds a number if blank TOSHIBA IPedge UG 01 13 IPedge Actions Extra Info View Change User Defined Actions x F a Action Count 14 Screen Pop ACT Name Modify Call Information Type Modify Call Information v Screen Pop ACT ate J Screen Pop ACT 4 Additional Settings Chat DND Off Information Type Extra Info nos Field Name PretAgent Screen Pop Gold Restore Goldmine Value 2007 Screen Pop HEA Screen Pop Lotus Screen Pop Mai Screen Pop Outlo Field Name Enter the name of the field to be changed This name must match exactly the field name including uppercase and lowercase syntax For example a user may want to create User Programmable Keys identifying the Preferred Agent for the call prior to transferring the call into a queue The Field Name would be entered as PREFAGENT The value would be the agent s ID code e Value Enter the value to be used for this field Following the above example then the agent s ID code would be entered into this field Play WAV File This action will play a specified WAV file on the PC s
213. er and if the optional User defined Action button is enabled then pressing this key can cause more information to be available about the party or trigger one of a number of other functions The user has the choice of Call Now or Later If later is chosen then you will be asked for a new time after which the call will return to the list Pressing Cancel will disable the call before returning the call to the list FFAA Personal Power Dialer x zi Click here to place call to Dan Pollind at 3161 ANOX Results When the call is completed a Results dialog box appears shown below The status of the call can be changed by default it is marked as completed If the call needs to be placed again checking the Try Again box will open a time frame for the retry second dialog box shown below Setting the time an actual time or an elapsed time and pressing Okay will place the call back into the list As was done in the Ready to Dial screen an optional User defined button can be provided with an action to be performed at the end of the call This 292 TOSHIBA IPedge UG 01 13 Adding Calls to the Dialer Adding Changing a Call Record IPedge UG 01 13 IPedge Using Companion Applications action could be anything but typical uses would probably be to open a Journal entry or pop up an after call survey form to take notes on the call 2 Personal Power Dialer Time to Place Call to Phone Result Complete
214. er and the ACD Viewer to the forefront of your screen ACD Viewer Setup ACD Group Status Notifications SCM LCD Miscellaneous Notify when Escalating to Urgent status Red Play sound ACD_Alarm way Show ACD Viewer if it is hidden Escalating to Warning status Yellow Play sound ACD_W aming wav C Show ACD Viewer if it is hidden Escalating to Active status Green C Play sound ACD_Active wav C Show ACD Viewer if it is hidden Cancel Click Save to save all changes 264 TOSHIBA IPedge UG 01 13 ACD Viewer Tokens IPedge UG CM LCD 01 13 IPedge Using Companion Applications In some cases you may want to keep the ACD viewer hidden but have it send messages to the LCD display of the Call Manager to show the ACD queues status This is often very useful when the Call Manager is docked to the screen and you want to conserve screen space for use by other applications Thus ACD Viewer can be configured to send Low Medium High priority messages to scroll along the 2nd line of the Call Manager LCD display ACD Viewer Setup ACD Group Status I Notifications SCM LCD Miscellaneous Urgent Status Red Display Message Urgent ACD x G 0 Calls Waiting LEW L O Warming Status Yellow Display Message Warning ACD G 0 Calls Waiting LOW L Active Status Green Display Message ACD x G Total Calls C Available Agents 2Y
215. er will automatically dial out on the extension or Line programmed on the One Touch button with the associated Speed Dial index number Function buttons except One Touch or a Program button Handset hooking on hook off hook cannot be recorded 4 Enter the key strip label eg Engineering Conference Cell etc This label will display on your telephone 5 Click OK then the Save icon to save the entry Example of Special Character Usage Entry Meaning Indicates stop The One Touch button blinks rapidly and stops the delivery of the Hold remaining digits in the string until it is pressed again Multiple stops can be programmed into one string Pause 1 9 seconds If you need to pause longer than nine seconds enter additional pause escape sequences For example to insert a 17 second pause enter 9 8 The 1 9 display of a pause in the Speed Dial Number shows a P without specifying the duration In this example you would see PP To Use a One Touch 308 Button To create a One Touch for Park and Page under one button program the following sequence under the One Touch button CNF 33 HOLD FB1 30 CNF puts the caller on hold and gets new dial tone 33 code to park call x this special character outputs a single which will select an available orbit and display the selected orbit on the phone HOLD This special character is a Stop The dia
216. event 4 IMPORTANCE Importance Low Normal High of event 5 LOCATION location of event 6 ADVANCE number of minutes of advance notice 7 STATUS Busy status Free Busy Out of Office of event 8 STIM start Time without the Date 9 DIFF time difference before event start e g 15 min utes will report 15 Minutes Used for text to speech announcments P Incoming CallerlD Number ANI Outgoing Dialed Number S Call Answered Y es or N o T Call Type IC or CO IC Intercom call CO Outside call TOSHIBA IPedge Actions Variable Information V The Extra Call Info screen allows you to configure a button for each Call Info field This variable V contains the value of that Call Info field for use when defining an Action trigger W Contains 1 if Outlook Link found a match in Outlook Con tains 0 if Outlook Link did not find a match or was not active X name Extra Call Info Field e g X Notes The name of the field must be in double quotations For a list of field names in your system go to Preferences gt General Tab gt Extra Info button Add and use the pull down list for fields available on your sys tem Y Contains the Outlook Unique Identifier if Outlook Link found a matching record in Outlook Z Call Status Ringing Talking et
217. eys Dialing and Docking It also has tab settings such as Add Update Delete and Revert It also con tains the skin preference and advanced menu such as call and event information Icons on the Right Les UH L to R Toggles compact and expanded mode color scheme voice message indicator open personal call han dler These functions are explained below or in other chapters Information LCD Dis play This window simulates a phone LCD and provides differ ent types of information depending on current status If your phone is idle it shows the date time Extension num ber and current Name While a call is active on your phone it shows information about the call Duration Call erlD or Name if present When a call is active in the win dow right click on the LCD to access to popup a menu of call control options Message Wait ing Indicator This indicator blinks a Red light above the envelop icon shown left when you have messages waiting Side Window Rollout Button Press this button to show a side window that has addi tional programmable buttons Companion Application tabs A number of optional companion programs can be config ured to add significant functionality to the Call Manager Each Companion Application is docked in the pane at the bottom of Call Manager to provide easy access to the fea tures functions of the application Home Phone tab The first four keys allow you to f
218. f you have Automatic Line Selection lift the handset first Cnf Trn Con Press Cnf Trn to add internal or external parties to a conference call ference Trans up to 8 parties fer Press Cnf Trn and enter a number to transfer a call to another party on the CIX system Hold Press Hold to place an internal or external call on hold Press Hold Hold twice to place an internal or external call on Exclu sive hold If your telephone is programmed for Automatic Hold existing calls are automatically placed on hold when you answer a call or make another call TOSHIBA IPedge The Grand Tour LCD 16 Programmable Feature Buttons Key Strip 9 Line LCD Display Browser Programmable Feature Buttons are programmed by the System Administrator and can be customized on a per user basis Note Programmable Feature Buttons are numbered bottom to top left to right shown right Programmable Feature Button Layout The key strips on the IP5000 series telephones and add on modules are either electronic programmable or paper refer to Table 1 and Table 2 The LCD on the 9 Line LCD telephone shown below in idle state shows Top to Bottom Line 1 or the top line of the LCD will display your user name if programmed and your extension number Line 2 will show the Date and time Line 3 will show information related to your telephone set VM New Saved messages Call Forward or if a certain
219. fax one by one and decide if you wish to redirect to a fax machine 3 Once you make your selection of the faxes you wish to have redirected to a fax machine the system will prompt you to enter in the phone number of the fax machine to which you wish to redirect the faxes to then press 4 Press 1 to send to the fax machine press 2 to enter a different number TOSHIBA 114 Call Manager Basics 10 The IPedge Call Manager works with Net Server to provide a powerful PC Phone to enhance productivity for telephone users The Call Manager is designed to run on a PC with Microsoft Windows XP Windows Vista Windows Server 2003 Windows Server 2008 or Windows 7 operating systems connected to a standard TCP IP network with the Net Server The Net Server must be installed with the proper software license s for Call Manager to operate correctly Call Manager will operate in Demo Mode if the appropriate licenses are unavailable Demo mode lets you use the software for Demonstration purposes only for a limited period of time There are two levels of IPedge Call Manager e Call Manager Standard version is free to all users of the IPedge system The license I CM STD1 for Call Manager Standard is included in the user license bundle at no additional charge e Call Manager Advanced version provides enhanced functionality including full Unified Communications UC Purchase Call Manager Advanced license I CM 1 when full UC capabilities
220. gent gt x This is the 2nd highest level status of a queue and should typically be reached when the load in the ACD queue is approaching a problem level You can select up to two conditions so that whenever either of these conditions are met the ACD Group Status button will turn Yellow The available conditions are Calls Waiting gt x calls Longest Waiting Call gt x Secs Waiting Calls Agent gt x TOSHIBA 263 IPedge Using Companion Applications Active Status Green Idle The ACD Group Status will automatically appear Green if there are agents Status Blue and logged into the group and there are calls taking place in the group but there Disabled Status Black are no waiting calls for the group The status will automatically appear Blue when there are agents available to take ACD calls but there are no calls Black indicates the queue is Disabled or off schedule and not receiving calls Notifications This section allows you to setup audible and visible notifications that can be taken when an Urgent Warning and Active status is met If desired enter a check mark in the Play Sound box to hear a sound over the speakers on your PC when a status is met Use the Browse button to browse to a specific wav file Use the test button to hear the selected sound Enter a check mark in the box if you d like to Show the ACD Viewer if itis hidden on your screen when a Status is met This will bring the Call Manag
221. ght click on the LCD area to bring up the menu options e Change background color e Change Top Line Text color e Change High Priority Text Color e Change Medium Priority Text Color TOSHIBA 151 IPedge Preferences 152 Insert your Logo into the Skin Changing Call Windows Appearance Changing the Button ACD Button Appearance e Change Low Priority Text Color e Change Font Reset You can choose a graphic different from the default logo that may be used for display in the title line of the Call Manager display and application menu logo The Skin Editor provides a series of default graphics and allows for using png jpg gif or bmp formatted graphics as well The graphic size should not be larger than 22 x 224 pixels to fit within the available space e Click the Title Bar option to change Title Bar logo Browse to select your graphic file in the dialog box e Click on Application Menu option to change application menu logo Browse to select your graphic file in the dialog box Set the Call Window Colors and Font Right click on any call window area to show menu options e Change background color e Change text color e Change font Reset You can change default button colors and font and change colors of ACD status buttons Default button By clicking the Default button you can revert to the default setting of any button when it is initialized or reset Right click on the default button to show menu opti
222. ght click on the icon in the upper left corner of the main screen and then select the Setup menu option This will bring up the Setup window as shown below Dialer Setup Place Calls While in Do Not Disturb ae C No Yes Cancel Delay Between Calls Seconds Play Sound C No When Ready to Place Call Sound file_ PY Browse Delay Before Requesting Call Result 1 Seconds Clear Out Completed Calls Daily v Overdue Calls Calls are Overdue if more thar 30 minutes past due V Place Overdue calls before Due Now calls Remove Overdue calls more thal 14 days past due Auto Export Results of Call Attempts Enable Which Calls All Call Attempts Only Completed Call Export to file pialResult CSV Browse Export File Format e CSVfile TEXT file e Place Calls While in Do Not Disturb This setting controls whether the power dialer should attempt to place calls if the user s phone is in Do Not Disturb For example the user may want to set his phone into Do Not Disturb mode to stop all incoming calls but still continue using the power dialer to place outgoing calls Note On some phone systems the Call 296 TOSHIBA IPedge UG 01 13 Adding Action Buttons to Ready to Dial and Results Screens IPedge Using Companion Applications Manager cannot detect and display the Do Not Disturb setting of the phone in which case this setting has no effect e Delay Between Calls it
223. gram if Not running Save Program EXE Cancel Show Test 2 Choose a key on Call Manager right click and select Change Key Name the key choose the colors and select a type as User Defined Actions Select Visitor Waiting from the list of actions and Save TOSHIBA 239 IPedge Using Companion Applications Command 2 Open a Chat Format CALLNAME Name Msg_Type Message Send_Option where esoo User CALLNAME The command name Name Name The name of the person to chat with This name must match the name used in the Chat directory If you leave this blank the main Chat window will pop up and allow you to manually select the person Msg_Type leave blank future feature e Message Message to be sent Send_Option or C el send message immediately or C or blank type message into user buffer but wait for user to press SEND Example Agents in a Call Center want to quickly notify the supervisor that an abusive caller is on the phone The supervisor s name is Jan and the persons phone number formatted for easier reading and name should be included when available using Caller ID 1 In Call Manager create a User Defined Action using the type Send DDE Msg and name it appropriately In App Name Topic enter MSGPOP SYSTEM In DDE Message enter CALLNAME Jan Help have an abusive call from J N C 4 Add Edit Action x Name 7 App Name Topic Notify
224. hat also contains some features that may make Chat more user friendly in certain applications These include a Do Not Disturb changing the quick send text buttons and the ability to form groups of users for broadcast messages This section defines how to place a call to another Chat user how to communicate with that person how to answer an incoming Chat communication and how to send Broadcast messages e To Access Chat Click the Chat tab on Call Manager The following screen will display ACD Viewer History Chat Contacts Dialer Web Browser Product Mgmt 2002I595x461 J l Group Name Extension Status A CEN D Julie Glidewell 106801 Online 9 katz132351 133351 Online Larry Meyer 102680 Offline 2 42 T B Mauve Watson 106810 Online Mike Patton 103782 Online JB Nestor Voip 132600 Offline 11 5 9 Pete Ambriz 103399 Online Rodney Roeber 103091 Offline sl 224 TOSHIBA IPedge UG 01 13 IPedge Using Companion Applications To Place a Chat Call 1 Choose whom to send a message to by expanding a group in the main Chat window If someone has logged out of Call Manager Chat the icon will appear in gray and it will show Off Line and the date and time they went off line You cannot place a chat call to someone who is off line The offline time is the last known offline time If Call Manager was not running and a user went offline the offline time will not show Note If you do not
225. he wild card character can be entered at the end of a prefix code entry to represent a range of codes For example 75 would represent all codes 750 to 759 and 7 would represent codes 700 to 799 e To Delete Local Prefix Codes Highlight a prefix entry and click Delete button The delete button removes the entire entry from the list thus if the entry has a wild card then it removes all codes represented by the wild card character e To Delete a Specific Prefix Code To delete one prefix code that is part of a range of codes entered using a wild card character enter the prefix code to be considered not local in the Long Distance box and click Add For example if prefix code 755 is long distance but all other 75 codes are local first enter 75 into the local list and the add 755 as Long Distance the resulting local list will be 750 751 752 753 754 756 757 758 and 759 Dial Area Code on Local Calls Enable this feature in areas such as Atlanta where you must always dial the full 10 digit phone number include the area code even when the call is local Most areas of the US local calls do not include the area code and dial only 7 digit numbers for local calls Any number dialed from another program or hot key dialing will be down to its base 7 digits by removing the Home Area Code before it is dialed Add 1 Check the box if you need to dial a leading 1 before the number for calls within your Home Area Code
226. he features listed here may be available feature availabliity depends on user access limits established by the System Administrator The IPedge System Administrator may assign different user levels e Check with your System Administrator your user level Normal or Super user e Log in path URL for the Web e Security Code password By default password assigned by your System Administrator TOSHIBA 303 IPedge IPedge Enterprise Manager Log In 1 Start Microsoft Internet Explorer 2 Enter the appropriate URL address field check with your System Administrator The Enterprise Manager screen displays User 1D Password Session Timeout member me 3 Enter the following User Name Extension Number Password Extension Number default Note This screen may also have a Server Name field depending on your extension You must know your Server name if your extension is in multiple servers or if your extension number is the same as another extension number in a different server Check with your System Administrator for your server name Set the time to remain logged in in the Session Timeout pulldown list Click Submit To change your 1 Select the Preferences tab Security Code Password 2 Check Change Password 3 Enter a password in the New Login Password field confirm it 4 Click the Save icon Log Out Click on the Logout tab on the upper right of the screen 304 TOSHIBA IPedge UG 01 13 IPedge
227. his would be set to Net Server e Setup Click the Setup button to open a screen to define the TAPI Service Provider as shown on the following page The button is a handy status indicator for reading the version levels and license codes for the system and is shown in the Tapi SPI Info screen Net Server TSP Configuration Ls Client Information The Login Name Password and Extension below apply to the Toshiba Net Server Client and have no correlation to pour computer Login Name Typically the Login Name is the name that appears on ma m your client application and the name others can see Tapi SPI Info ES for chat sessions Login name 3692 PBX Name CTX PBX Ver gnsLevel2 1 0 Serv Ext Level2oai Serv Ver 1 0 Build 1006 Extension 3692 Calll Feats S8B270AEE Call2 Feats 4E Line Feats SCD Server Information PBX Feats 0 Cust Feats 1C5 Password Hostname 159 119 114 84 X Use Remote Access Port Click for Details 5 TAPI Network Service Up and Running OK Cancel e Login name Enter your Login name If a new installation a client will automatically be created in Net Server for this name Many times the administrator will have defined your client Login name see your administrator for the name to use e Password Enter an optional password for protecting the connection when needed e Extension Enter the extension number of the phone this Call Manager is
228. hone This view is most effective when users handle one call at a time or have very little available screen space Below is a sample view and information about the various parts of Call Manager Main Menu Button gja s Call Manager N ey EO Home Preferences hj m S2 eug x3456 SIMON LONG 10 23 AM Mon Sep 26 ACD Viewer History Chat Contacts Dialer More Buttons Web Browser Companion Application tabs Note The button information below is independent of the compact or expanded view However the buttons that are visible in the compact view are explained first and the additional buttons are explained in the Expanded view section Button Icon Description Main Menu Click this button to access Call Manager configuration menus and Help Close Button Hides Call Manager into the system tray Double click on the Call Manager icon shown right in the system tray to return the Call Manager to the screen Minimize Button Used to change the phone to from its Compact view and its Expanded view 116 TOSHIBA IPedge Call Manager Basics Button Icon Tabs Home Prefer ences Description The tabs control various functions and settings Home has some of the basic telephone functions such as Make Call Answer Hold Transfer Hangup Forward DND On Off It also contains Personal Call Manager Action settings e Preferences contains General configuration Hot K
229. ia 95 Call Tab A id 99 My Into TaD cutter it 99 Greeting Management oideis iernii A od 99 Recor Greengate a aR ii a AS a EA TEGA 100 Call Settings ionieni E AE A NE ECA A 104 Incoming Cals eonte a a tbe ear a ee 105 Chapter 9 Fax Capabilities Sending a Fax from your desktop ereer nran daane AARAA EEA EKA EEE K RSA EAE EEEE RAKARE ANS 109 Recipiente nie cos nat wate Dal ek edd Sate et cnt ee rca Sahel a ra eiaa i 110 My OO a s2caet tats E hace ancl A a cen ee wea cog fan Jeon ak aceasta dh dene Peed 110 OPTIONS est lA A dante Ad it ada ieee dat 111 Sever INfO vn casi ei A eee A A ee vole a en a ee aa T 111 Setting up the Internal address DOOK 0 00 0 eee eeeeee eee eeeeee eee eeeaeeeeeseeaaeeeeeeeaaaeeeeseeaeeeeeeeenaneeeenaas 111 FAX OPUONS 45 oe ee e ee 112 Fax SOtlinGs aeree i sicciiaced ein litio leido cele tie ads heeue Tid deceit dal idad id oie 112 INCOMING FAXCS tii con ota aii 112 Fax Confirmations o tn entes Leda do 113 AUTO POP E E EEEE E E dd S E A E 113 Fax Contacts eiea eana a aaen delirante a aa aaee iaa a E 113 Far LOD deaa T O 113 ERA do E 113 Coverintormati n 2 a id 113 Redirect fax Messages cuca Ae AA ected dia da 114 Chapter 10 Call Manager Basics ThE Maly SA A A O a 116 The Compact View mareei asirio ina identidad eaaa a a i n 116 alo ETRA ANA A TR E E E 119 Screen Docked VIEWS ole 120 Gall Manager Main Memis r 00 ES oa ae ean cb 120 ROH CU ciclo a a a aaa a dond decanto dictado a e a aa
230. ial meanings To specify one of these characters enclose it inside braces For example to specify the plus sign use Brackets also must enclose them in braces To send brace characters use and To specify characters that aren t displayed when you press a key such as Enter or Tab and keys that represent actions rather than characters use the codes shown below Key Code Key Code Backspace BS or BKSP Tab TAB Break BREAK Up Arrow UP Caps Lock CAPSLOCK F1 F1 Clear CLEAR F2 F2 Del DEL F3 F3 Down Arrow DOWN F4 F4 End END F5 F5 Enter ENTER F6 F6 Esc ESC F7 F7 Help HELP F8 F8 Home HOME F9 F9 Ins INS F10 F10 Left Arrow LEFT F11 F11 Num Lock NUMLOCK F12 F12 Page Down PGDN F13 F13 Page Up PGUP F14 F14 Right Arrow RIGHT F15 F15 Scroll Lock SCROLLLOCK F16 F16 Spacebar Control A Shift Alt 177 IPedge Actions 178 Combination Keys To specify keys combined with any combination of Shift Control and Alt keys precede the regular key code with Shift Control or Alt code To specify that Shift Ctrl and or Alt should be held down while several other keys are pressed enclose the code in parentheses For example to have the Shift key held down while E and C are pressed use EC The code EC will send the characters Ec instead of EC and E C w
231. ick on the different tabs to access different telephone settings After you have entered the settings in the parameters 2 Click the Save icon Hover over the bubbles located above the parameters to read the flyover text for information to be entered in each field Iome Settings A Disi System into Voice ral Pref Tones D Tone ting Voice Announce Tone frst v O Call Waiting Tones thabe v Call Waiting Tone Contra v O Message Waiting amp DAND Dial Tone Faster O Speaker Mode Tones re O Mands bree Tone fratie lt TOSHIBA Automate By Arda O patamatic Busy Redial AMR Altenpte 15 v Y Time Between ABR Altrmpts e D Time to Anewer ABR Cait gt 1 v O Hands free MIC Setting Erabie v Initial MIC Status O Mu rophone frable IPedge UG 01 13 Call Forward CF Internal and Line Calls Definitions CF Direct Line Calls Definitions To set up Station Call Forward IPedge IPedge Enterprise Manager This screen has two parts e CF Internal Calls and Line Calls e CF Direct Line Calls This Call Forward option allows you to forward internal calls and outside line calls that come to your extension to another destination The destination can be voice mail another telephone extension connected to your telephone system or private network or an external telephone number connected through the public telephone network 1 Line calls are calls that come to your exte
232. ick of the button To Answer Oldest Call e While a call is ringing click the Answer button or double click on the top call in the Calls View Window hi or press the Answer Hot Key F9 Answer Note Call Manager must have focus for the key to work To Answer Calls in Any Order e Double click on the selected call in the Calls View Window To Answer a Call while Talking Call Waiting While on an existing conversation another call may ring The existing call can be placed on hold and the ringing call answered TOSHIBA 126 Hang Up Holding Calls Transferring Calls e While talking on an existing call and another call rings in not marked camp on click the Answer button or double click on the ringing call in the Calls View Window or press the Answer Hot Key F9 Note Call Manager must have focus for the key to work Hanging Up or Disconnecting Calls e When the call is completed click the hangup button to disconnect the call or right click on the call in the Call View Window and Fa Hangup select Hangup or press the Hangup Hot Key F12 Note Call Manager must have focus for the key to work To Place Call on Hold e While talking with a caller click the hold button to place call on hold or right click on the call in the Call View Window and select Hold from the menu amp Hold To Retrieve Call e To re connect a held call click the hold button again or press the answer button or double cli
233. ient name when he she is on line To remove members from your group simply highlight the members and then click on the right double arrow key gt gt e Click on Save when done To Copy a Group to Create a New Group e To create a new group by copying another group select the group to be copied right click on the group and select Copy this Group Follow the same process for creating a new group above To Delete A Personal Group To delete a group right click the group in the Chat List and choose the Delete Group option A confirmation box will appear and needs to be affirmed before the group is actually deleted TOSHIBA 277 IPedge Using Companion Applications Whiteboard To access the Whiteboards option from the View menu select Whiteboard Operation This window provides tools for sharing information on each of your PCs with the another user with an open Chat conversation MS File Edit View Chat Chat Box x hiteboard 193351 Hi Canned Replies x Hello Hola Okay Good 5 a bgreen Home 1104555 Silent Message Conver 6 3 m Conversation with bgreen Home x104555 on 3 30 2011 Whiteboard Menus The menus on the whiteboard are context sensitive The File and View menus remain constant The whiteboard is accessed from the View menu The whiteboard menus are accessed by right clicking in the Whiteboard space or by clicking Whiteboard Use the Whiteboard men
234. ile plus all action files ACx it finds in its startup folder The last character used in the extension of the file name defines how the action file is treated on importing e ACI These files are individual actions created by Exporting Actions These will be imported only when an action using the same action name does not exist in the compiled file Thus when this file exists and the user had made changes to this action the user can revert back to the original operation by deleting the current action in Call Manager then stopping and restarting Call Manager e AC1 Upon startup Call Manager always imports all One Shot action files AC1 When an action of the same name exists the action will be overwritten Once imported the One Shot export files are deleted These one shot files can thus be used to import an action just one time allowing the user to change or delete the action as desired e ACO Upon startup Call Manager always imports all Over Write action files and overwrites any action with the same name These are useful to ensure the actions do not get changed or when making corrections on other Call Managers e ACO This type of file is only imported at initial startup of the Call Manager or when the compiled actions file AGT_PHN ACS is not found at startup These files allow you to design an action export it rename it and then copy the file to all PCs that need that action These a
235. iles are seen by someone Use a specific contact name once you are working with an agent Description It is highly recommended to write a description of the problem including all pertinent details such as the conditions and approximate time the incident occurred These descriptions aid in narrowing down where to look in the log files for the problem encountered Options Clicking the Options button opens a screen to provide options for how the files are to be sent Uncheck Send Directly to Toshiba Support Site and the files can be zipped into smaller files saved on your PC in your Local Settings folder typically C Documents and Settings lt user name gt Local Settings Application Data Toshiba Call Manager Zip These files may then be e mailed TOSHIBA Setting Up Hot Key Dialing 8 Popup Setting Shortcut Keys IPedge Preferences Call Manager provides two global Hot Keys that you can press within any application to send a request to Call Manager The first key is the Dial Hot Key provides a method for dialing a number from any application For example you may have a phone number in a Microsoft Word document that you can highlight in the Word document and press the hot key combination assigned This dials the number in Call Manager By default the Hot Key is F11 The second key is the Popup Hot Key which will bring Call Manager to the front on the screen This can be very useful if the Call Manager is minimize
236. ill send the characters eC To specify repeating keys use the form key number you must put a space Set Phone Status Message between key and number For example LEFT 42 means press the Left Arrow key 42 times h 10 means press h 10 times Note Keystrokes cannot be sent to an application that is not designed to run in Microsoft Windows MS DOS programs even ina DOS window nor can the Print Screen PRTSC key be sent to any application This action works much the same as Set Phone Do Not Disturb except it does not change the phone s DND status and the message only appears within Call Manager and the DSS keys on other users of Call Manager Log to a file Minimize Modify call info Play wave External browse Internal browser Extra Call Info Phone screen Run Keyboard macro Lunch message View Change User Defined Actions oe x i O Action Count 30 Name Lunch message Type Set Phone Status Message Status Message Out to Lunch Custom 2nd Line Return amp U 30 Choose DND Message Select from the available messages in the drop down list for the message that appears in the upper line of the phone s display Custom 2nd Line Optionally enter a second line to display on the lower line of the phone s display message Note Action Variables may be used including the time variable plus x minutes to set a current time plus 60 minutes in the example above TOSHIBA IPedge UG 01 1
237. ime Phone Name Dur Acct Mos 2009 11 23 Mon 09 24 10204 DT 204 00 00 16 E 2009 11723 Mon 09 24 10302 00 01 09 t 2009 11723 Mon 09 24 10204 DT 204 00 00 25 2009 11 23 Mon 09 43 10203 00 19 17 2009 11423 Mon 11 03 10204 DT 204 00 00 17 2009 11423 Mon 11 04 10302 00 01 08 2009 11 23 Mon 11 04 00 00 28 lw gt Pages Buttons In addition to the other toolbar icons you can use the First Page Previous Page Next Page and Last Page icons buttons to navigate between the various pages Call History creates Pages when the call log exceeds a certain number of Call records to improve performance The Last page contains the most recent calls Call Information Each call in the call history appears as one line in the Call Display area The column headers indicate what information is shown in each column Column 1 Icons Indicates whether or not a call is an incoming call or outgoing call arrow pointing right incoming arrow pointing left outgoing and the call is answered or not Green answered pink not answered Year Day Time Shows the date and time that the call completed not started This column also includes the day of week for the first call of each day Phone the phone number you dialed outgoing or the CallerlD Number ANI incoming Name The name of the person you called based on Outlook or who called you based on CallerlD Dur The Duration or length of time the call spent on
238. import any file in the above described format if the file is 1 named with TXT suffix and 2 saved into the PDimport sub folder in the Call Manager folder Once the file is imported it will immediately be deleted 252 TOSHIBA IPedge UG 01 13 Buttons Web Browser IPedge Using Companion Applications All buttons in the Call Manager are created equal so that any button can be programmed as any other button The More Buttons companion application also be used for ACD functionality Each Button companion application can be assigned one of the 8 global banks which each have 64 buttons You can have eight instances of the More Buttons companion applications to ensure that you have enough buttons in Call Manager All buttons can be programmed by the user for the following e Feature Code e Speed Dial e System PBS Commands e User Defined Actions e ACD keys e DSS Extension Key e Web Key e Run Program For more information refer to Chapter 13 Buttons Call Manager provides an integrated web browser window for access to Internet or Intranet locations or direct access to local HTML files In addition to basic browsing you can create custom web applications to extend the functionality of Call Manager for your business For example your call center could have incoming calls automatically open the Call Manager browser window to a Caller Survey page The Call Survey page could display information about the calle
239. in Do Not Disturb DND mode internal external and transferred calls do not ring your station and Off hook Call Announce calls are denied You can continue to make calls while in the DND mode When originating a call in DND mode you will hear a short burst of interrupted dial tone followed by a continuous dial tone You can start dialing at any time during either tone If you put your Primary extension into DND mode all calls to that telephone are rejected If your extension is set for Call Forward Busy or Call Forward Busy No Answer the call is redirected to the forwarding destination immediately If you put an extension other than the Primary extension into DND only calls to that extension on your telephone will be blocked Appearances of that extension on other telephones continue to ring e Press Do Not Disturb or 6091 hear Success Tone The LED lights steady red and DND mode is activated for the entire station e Press the desired extension appearance and Do Not Disturb or 6091 hear Success Tone The LED lights steady red and DND mode is activated for that extension on your telephone TOSHIBA 51 IPedge Feature Operations Deactivate DND Setting DND for Another Extension Change DND Pass Code Emergency Call Emergency Monitoring Station Emergency Ringdown 52 e Press Do Not Disturb or 6092 hear Success Tone The LED light goes out and DND mode is de activated To activate DND for another extension
240. in the system to use these features Note You can press any key to interrupt the system voice prompt explaining how to leave a message When you mark a message as confidential you inform the recipient that it is confidential before the message plays 1 Call the voice messaging system then press 2 from the subscriber s menu to record a message Press any key when you are done recording 2 Press 0 3 1 to mark your message as confidential 3 The system will then ask you to address your message When sending a message as confidential the system will also provide you with the option to send the message with return receipt and or schedule it for future TOSHIBA 69 IPedge Messaging Features To Mark a Message as Priority To Mark a Message as Priority and Confidential To Request a Return Receipt for a Message To Request Notification of Non receipt 70 delivery This chapter contains more information on these options and follow the prompts in the system to use the features When you mark a message as priority it will be sent to the front of the subscriber s message inbox 1 Call the voice messaging system and select 2 from the subscriber s menu to record a message Press any key when you are done recording 2 PressO0 3 2 to send your message as priority Address your message When you send a message as priority you will also be provided with the option to send the message with return receipt and or sched
241. in the list causes the call to divert to another station followed by a rule to Screen Pop Outlook then the Screen Pop will never take place If the rules were reversed then the Screen Pop will take place prior to the call being diverted In either case the user may not see the Screen Pop since the call will leave this station thus the Screen Pop will likely disappear as well For the user to see who is calling and provide an ability to answer the call or do nothing then creating the Screen Pop to occur immediately and the Call Divert action to occur using a time delay then the two rules would result in displaying the Screen Pop and then pausing before diverting the call Note This example was for illustration purposes These two actions can actually be done within a single rule to make the creating of rules simpler To Open Call Handler Rules 1 Click the Personal Call Handler icon 189 gt Personal Call Handler tab The following screen displays Personal Call Manager Personal Call Handler Buttons cd Add Edit gj Delete la y A Enabl Trigger Immediate Action Delayed Action Incoming call with CallerlD Screen Pop Outlook Call Ringing Chat DND On To Delete a Rule Highlight the rule to delete and click Delete To Add or Change a Call Handling Rule 1 Click the Add button TOSHIBA IPedge UG 01 13 IPedge Personal Call Handler or highlight the rule to be changed and click Edit Add Change H
242. ing Companion Applications In DDE Message enter ONESHOT lt Tech Support gt H Group Meeting at amp U 15 60 Add Edit Action xl Name App Name Topic MSGPOPISYSTEM DDE Message JONESHOT lt Tech Support gt Group Meetin I Run Program if Not running Program EXE In Call Manager creates a Personal Call Handler Rule to trigger when a Calendar Reminder event occurs and the Subject matches Group Meeting This trigger will result in the action Group Meeting Broadcast to be taken The assumption is the Outlook meeting reminder is provided 15 minutes prior to the scheduled meeting Group Meeting Broadcast Type Send DDE Msg y Save Cancel Show Test 3 4 Add Change Handler Rule Xx 1 Triggering Event When this happens Refer to this Rule as Outlook Calendar Reminder y Group Meeting Reminder 2 Conditions If these Conditions are True 3 Actions Then take these Actions r Calendar Status y Event Importance SE Any Any Group Meeting Broadcast y Free C Low i C Busy Normal Check Action Out of Office High e b After 0 Seconds r Subject Cc Any Matches this Subject Gheck Action Group Meeting Add Action Delete Action Export Rule OK Cancel TOSHIBA 289 IPedge Using Companion Applications Dialer The Dialer allows Call Manager users to easily schedule phone calls to be placed later
243. ing in On your station the LCD shows the station number you have overridden Your LCD displays DND OVR DENY if the station you called denies DND Override Executive Override enables you to enter an established conversation Your telephone can also be programmed to block Executive Override from other telephones TOSHIBA 55 IPedge Feature Operations Destination Restriction Traveling Class Override Class of Service Override Paging 56 Privacy Override To perform Executive Override e After reaching a busy station press 3 Or if you have an LCD telephone use the OVRD Soft Key You enter a conference with the busy station and the party to whom he was talking The called parties may hear an optional tone signal prior to your entering the conversation Your LCD displays EXEC OVR DENY if the station you called denies Executive Override lf you do not have Override privileges you will camp on Enables a station user to override the Destination Restriction or Traveling Class of a particular telephone by entering a pre determined account code To use Destination Restriction or Traveling Class Override 1 Press 471 A Confirmation tone plays and the LCD shows Enter OVR Code Enter the trunk access code or LCR access code Dial the external telephone number By dialing a Class of Service COS Override code a user can change a station s set of privileges to one associated with the override code When
244. ion If you exceed 32 digits the excess digits are automatically stored in the next sequential SD location If SD 100 contains 40 digits then 8 of those digits would be stored in SD 101 If you save other digits to SD101 they will over write the eight digits automatically stored there You can store names with Personal Speed Dial numbers These names will display as Soft Keys which can be used for dialing from the telephone LCD directories Notes e Speed Dial locations must be assigned to your telephone by your System Administrator before you can store names Your System Administrator can also associate names with Station Speed Dial numbers e Only the Administrator telephone can store System Speed Dial numbers Web based User Administration 1 Login and select Speed Dial then select or enter the desired Speed Dial Index and set the number and name 2 Enter a Speed Dial location number 100 199 for personal speed dial or 200 999 for System speed dial depending on system programming 3 Enter the telephone number to be stored If you normally dial a line access code such as 9 and or an area code enter the codes before the telephone number 4 Input the name you want to appear in the Personal SD directory nine characters max 5 Click on Save icon to register the information IP telephones will display the time day and date of the time zone of the telephone system location it is connected to If the IP telephone is not
245. ion Applications 222 In the expanded view the My Status icon is a special icon that shows your status in the ACD group logged in logged out busy in wrap up etc and when you right click on your icon you can change your status or perform a function The options provided are Log In this will log you into this ACD group Log In and Take Calls supervisor only This allows a supervisor to simultaneously log in as a supervisor and as an agent to take calls Log Out this will log you out of this ACD group Make Me Available If you are set to unavailable or are in wrap up this will change you to available status Make Me Unavailable you can select this to make yourself unavailable a list of unavailable message choices will be provided Request Help Call to Supervisor while you are on an ACD call you can use this to initiate a request for a help call to a supervisor in the ACD group This is further explained below TOSHIBA Requesting Supervisor Help IPedge Using Companion Applications When the Request Help Call to Supervisor function is selected this sends a Help Request to a supervisor in the ACD Group Once you initiate the request you will receive a notification that the request has been sent ACD Help Request O Your Help request has been sent to Supervisor 4407 x406 406 Okay If the supervisor accepts your request for help you will receive notification
246. ion number of the Voice Mail device on your telephone system or telephone system private network 3 Any external telephone number that you are allowed to dial from your telephone When you forward calls to an external telephone number you must enter the outgoing line access code in the destination Your telephone LCD will display EXTERNAL CALL FORWARD when set CF to an external telephone number Example If you want to forward calls to external number 5833700 and if you dial 9 to access an outside line enter 95833700 as the destination when you set CF to an external telephone number If the number is a long distance number you must enter 1 Area Code before the other digits This timer determines how long your telephone will ring before it forwards to the CF No Answer destination The timer value is in seconds If you telephone is not busy this timer determines how long your telephone will ring before it forwards to the CF Busy No Answer destination The timer value is in seconds Table 13 Call Forward Direct Line Calls FIELD CF Internal CF All Calls to CF Internal CF Busy to CF Internal CF No Answer to 312 DESCRIPTION When Call Forward All Calls is activated on your telephone your telephone will not ring all internal calls and incoming line calls will be sent directly to the CF All Calls destination Note If Direct Line Call Forward is activated on your telephone calls to your direct line telephone nu
247. ion s Message Waiting LED and enable that extension to call you back The ability to perform this feature is set in system programming 1 2 Dial an internal extension You hear busy tone or there s no answer Press Msg or 7 The Msg LED flashes red on the called telephone At your telephone the Msg LED lights steady red and the LCD shows the station number where you set a Message Waiting light Example MW SET TO 3620 If you decide to cancel the Message Waiting light at this point press Msg or 7 again while ring over tone is playing and the light will be cancelled Press Spkr Your Msg LED turns Off The Msg LED on the called telephone flashes until the called party presses the flashing Msg button which calls you back To turn Off a Message LED that you have set on another extension press 64 plus the extension number that has the message light set Then press Spkr or hang up to release your telephone Your LCD shows the extension and MW CANCEL Or dial the extension that you set the Message LED on then press 77 Then press Spkr or hang up to release your telephone TOSHIBA 27 IPedge The Basics LED Indicator Details Table 5 Each line and Programmable Feature Button has a LED next to it which indicates the status of the line or feature associated with the button Line LEDs light red or green and flash at varying rates to indicate call status see table below LED Indicators Feature LED
248. irst Time The following information is required Phone number to call the voice messaging system this may be different from inside and outside of the organization e Your mailbox number e Your security code password Many organizations allow you to access your mailbox directly from your office phone by pressing the Message button When using this button you are prompted for your password If you don t see this button on your phone contact your system administrator to see if it is available The first time you access your mailbox the system asks you a few questions to set up your mailbox 1 Enter your initial default password If you do not have this it can be obtained from your system administrator Once you enter your default password you are prompted to change it for security purposes 2 Record your first and last name This identifies your mailbox when you log in as well as identifies your mailbox to other internal subscribers 3 Record your personal greeting This is the greeting callers hear when directed to your mailbox You can change your personal greeting at any time in the future or set up a temporary extended absence greeting If your mailbox is enabled with voice commands the first time you access your mailbox you also hear a short tutorial that guides you on using spoken commands to navigate your mailbox Once you have completed this set up process the system notifies you there are any ne
249. is provided in the IPedge 301756 1 T E Install Manual CP01 Issue 8 Part Section 14 1 Notice The Industry Canada label identifies certified equipment This certification means that the equipment meets certain telecommunications network protective operational and safety requirements as prescribed in the appropriate Terminal Equipment Technical Requirements document s The Department does not guarantee the Equipment will operate to the user s satisfaction Repairs to Certified Equipment should be coordinated by a representative designated by the supplier Any repairs or alterations made by the user to this equipment or equipment malfunctions may give the telecommunications company cause to request the user to disconnect the equipment Users should ensure for their own protection that the electrical ground connections of the power utility telephone lines and internal metallic water pipe system if present are connected together This precaution may be particularly important in rural areas Before installing this equipment users should ensure that it is permissible to be connected to the facilities of the local telecommunications company The equipment must also be installed using an acceptable method of connection The customer should be aware that compliance with the above conditions may not prevent degradation of service in some situations CAUTION Users should not attempt to make such connections themselves but should contact
250. it to another person You may use Call Notes with an IVR to attach a Customer Name Credit Card Number and Zip Code to the call before you answer saving you from asking the caller for this information Programmable Buttons A number of keys can be easily configured by the user as Feature keys Speed Dial keys Call keys User Action keys etc IPedge UG 01 13 TOSHIBA 119 IPedge Call Manager Basics To change one of these keys simply Right click the mouse over the key and use the Setup Key window to configure the settings for the key ACD Buttons ACD keys are programmable buttons that would give ACD agents easy login logout of ACD groups These keys also display the current ACD agent status and allow agents to control their Wrap Up mode Screen Docked Call Manager provides a screen docking feature where the Call Manager can Views dock to the top or bottom of your PC screen When screen docked the Call Manager takes on a very low profile using only a small portion of the screen and stays accessible even when other applications are maximized This allows user s to access the features of Call Manager while consuming a minimal amount of PC screen space as shown below This is not the default the default docked profile is the regular expanded view Screen docked profile ARA DAA CRUE 18 4 Aa Tee Ju Ri ad ie a 2 yet n n a LA Ce twe uu Most of the phone display buttons and controls that
251. k n Marehose Home 2 There are nine pre loaded buttons at the center of the Call Manager screen shown below No Calls ACD Viewer History Chat Contacts i Dialer More Buttons a 3 Only the More Buttons companion application tabs have more buttons These buttons can also be undocked using the dock undock button on the left You can create tabs of more buttons There are 8 banks with a total of up to 64 buttons each Each Buttons application can be assigned to one of these 8 banks which means the buttons in that IPedge UG 01 13 TOSHIBA 157 IPedge Buttons bank are displayed in the application No two applications can share the same bank History Chat Contacts Dialer Product Mgmt Web B 4 gt User Programmable The Call Manager has many different User Programmable keys on the main Keys screen on the Side Window or on the Extra Button windows These keys are easily configured by the user as e Feature Code e Speed Dial keys e System PBXCommand e User Defined Actions ACD Key e Extension Key e Web Key This provides the user with one touch access to features applications files phone numbers employees and more To change any of these keys simply right click the key and select one of the following options Change Key Initialize Key Copy This Key Swap Keys To Initialize Key This resets the key to a blank default state Thi
252. k Send 274 TOSHIBA IPedge UG 01 13 IPedge Using Companion Applications Chat Feature Operation Do Not Disturb The Chat Do Not Disturb DND feature is disabled by default For this feature to operate the Enable Do Not Disturb feature must be selected in the Features Tab of Chat Setup This feature works independent of Call Manager s DND See Interfacing with Other Programs on page 284 for details on how to automatically link the Chat DND status with Call Manager Messages Response Buttons Features Logging Features Allow others to push URL to me Show offline users in Everyone folder C Do not take focus from other applications Whiteboard C Show shareboard initially Default Highlighting Pen Width X Medium y Color Magenta Y Settings Save Location Local machine Current user To Set Do Not Disturb When you want to prevent further incoming chat calls the Do No Disturb feature can be turned on This feature allows you to provide a specific message such as In a Meeting Until 3pm to anyone attempting to place a chat call to you e Togo into DND status DND is set in the chat toolbar by selecting the DND Check box and or entering text into the text box on the toolbar While in Do No Disturb the main window will show the text DND On in red Other Users Experience When a Chat call is placed to someone who has their Do Not Disturb feature set you will see a message sho
253. l Call Page Dial 30 This pages all telephones in the All Call Page Group not the external speakers Paging external speakers requires a separate action 2 Announce the page and hang up the handset SIP stations may be set as a paged device provided they support this feature IPedge will disconnect the terminating call and drop SIP terminal from the list of paging group if SIP terminal returns busy or busy no answer at terminating To answer the paged call the user will seize a different line and enter the feature access code To originate a page enter the paging access code Certain SIP terminals may accept a paged call if the phone supports paging and the feature is enabled IPTs belonging to the same group will also hear the paging call TOSHIBA 57 IPedge Feature Operations Answer All Call Page Emergency Page Privacy 58 Use Privacy Release Set Cancel Privacy If the SIP phone does not support paging IPedge will disconnect the call on that SIP terminal However members of the same paging group will continue to hear the paging call 1 Lift the handset off hook dial 5 36 2 Enter the Page Zone Number 01 08 depending on your telephone system An Emergency Page overrides Group Pages or All Call Pages to telephones only e To make an Emergency Page lift the handset off hook dial 37 To make an Emergency Page to a group lift the handset off hook dial 38 and enter the Group number Privacy
254. l display the number of ACD groups the extension is logged into and the total number of ACD groups you are a member To Log Out 1 Highlight the group name s in the left hand box and click the gt gt Log Out button 2 Click Done when finished Changing Agent Status 1 Right click My Status once you have expanded the views in the ACD Viewer pane The following ACD Agent Status window will appear ACD Agent Status x My Agent Status In WrapUp Finish WrapUP Make Unavailable Unavailable To Make Agent Unavailable 1 Use pull down list and choose a reason 2 Click the Make Unavailable button 3 Click Done TOSHIBA 261 IPedge Using Companion Applications 262 To Make Agent Available 1 Click the Make Available button 2 Click Done To Set the ACD Status to WrapUp 1 Click Set WrapUp button 2 Click Done Note The Set WrapUp button is NOT available on all installations To End WrapUp 1 Click the ACD Status button 2 Click the End WrapUp button 3 Click Done The ACD View has many configuration options that allow you to customize it to your needs When the ACD Viewer is operating and visible you can configure it s settings by clicking on the wheel icon in the upper left hand corner and selecting the Setup menu TOSHIBA ACD Group Status Urgent Status Red Warning Status IPedge UG 01 13 Yellow IPedge Using Companion Applications This section allows you to setu
255. l string pauses and enables the user to view the selected orbit on the display The dial string will restart from this point when the One Touch button is pressed again FB1 gets new dial tone on the PDN 30 code for All Call Page which allows the user to page the location of the orbited call On your telephone press the labeled One Touch button TOSHIBA IPedge IPedge Enterprise Manager Ring Tones To set distinctive ringing Left mouse click the key button The Station key data dialog box displays 2 Under Tone Pitch enter the appropriate levels for External Pitch and Internal Pitch See table below 3 Click OK Click the Save icon to save settings Table 11 Internal and External Call Ringing Tones Tone No Frequency and Cadence 01 500 Hz 1 sec On 3 sec Off repeat 02 11 1300 Hz 1 sec On 1 sec Off repeat 500 640 Hz 1 sec On 3 sec Off repeat 12 500 640 Hz 1 sec On 1 sec Off repeat 13 860 1180 Hz 1 sec On 3 sec Off repeat 14 15 860 1180 Hz 1 sec On 1 sec Off repeat 1300 1780 Hz 1 sec On 3 sec Off repeat 16 1300 1780 Hz 1 sec On 1 sec Off repeat 17 18 860 1180 Hz 0 5 sec On 1300 1780 Hz 3 sec Off repeat 860 1180 Hz 0 5 sec On 1300 1780 Hz 1 sec Off repeat TOSHIBA 309 IPedge IPedge Enterprise Manager Settings 310 You can modify your telephone settings using Settings screen You can cl
256. lay press the button next to the displayed name See figure on following page Press CNCL to quit the directory search Press the key next to the displayed E to call that person A BOB L PRI BRAD FERRIS BOBLAWVER BRAD FISHER _ BILL THOMAS BRIAN SMITH ONE TOUCH ONE TOUCH PICKUP ONE TOUCH CFAC ONE TOUCH DND ONE TOUCH Ext 4227 ONE TOUCH NEXT BACK CNCL 7 AE Ce 9 Line LCD Display Dial by Name Screen TOSHIBA Answering a Call Handset Speaker Shift Button Handsfree Answerback IPedge The Basics There are several ways to answer a call When the telephone is programmed for Ringing Line Preference pick up the handset and the telephone automatically answers the ringing line Or press the button associated with the ringing line flashing green LED When the telephone is programmed for Ringing Line Preference press Spkr and the ringing line is answered Or press the button associated with the ringing line flashing green LED Once connected continue using the speakerphone or lift the handset Available on a 9 line display telephone only If the LCD screen is set to view Buttons 11 20 and a call comes in on Button 1 the phone will ring and Caller ID information will display on the top of the screen press the Shift Button to view Buttons 1
257. lay a WAV file each time a new message comes in Click on Browse to specify a different WAV file You can test your WAV file by clicking on the Test button Beep on Each New Line Received Check the box to have Chat beep each time a new line arrives into the conversation Click Test to verify operation Timestamp Each Line Check the box to show a time stamp Message Box each time a new message is received 280 TOSHIBA Pedge UG 01 13 IPedge Using Companion Applications On Incoming Broadcast Message e Normal Message Check box next to Play Wave file to allow playing a WAV file each time a new broadcast message comes in You can click on Browse to specify which WAV file you want to play You can test your WAV file by clicking on the Test button below the file name Urgent Message Check box next to Play Wave file to allow playing a WAV file each time an urgent broadcast message comes in You can click on Browse to specify which WAV file you want to play You can test your WAV file by clicking on the Test button below the file name Response Buttons Tab The Response Buttons are a series of buttons located at the bottom of the Chat Message Window These can be customized to meet your specific needs by clicking on these buttons to send immediate messages to someone without typing or clicking the Send button Once a communication channel is established you just click the Response Button with the message you
258. led e Transfer Mbox Enter a mailbox number if going to a Voice Mail number IPedge UG 01 13 TOSHIBA 181 IPedge Actions Action Variables Call Variables 182 Call Manager uses variables to provide information to actions Call Manager replaces the variable token code with the appropriate value when the action executes For example P becomes 4804969040 when you receive a call from Toshiba Refer to the table below for call variables and their values Variable Information A Account Number B Call Direction In or Out C DNIS Called Name D DNIS DID Number E This Call Manager s Extension Number Can be used for Pri mary DN or Secondary DN when using Set DND Action F Call Forwarded from Extension number G DND Message when phone is in DND Can be used for Pri mary DN or Secondary DN when using Set DND Action H Calling Number hyphenated type 1 format defined in agnt_ph ini l TAPI Call ID J Calling Number hyphenated type 2 format defined in agnt_ph ini L Elapsed Time of Call H MM SS M Main Listed Phone Number Use with Export Call Info actions N CallerlD Name outside calls only requires CallerlD OR field or OC field Outlook Calendar Reminder fields 1 SUBJECT subject field of Outlook event 2 START start Date Time of event 3 END ending Date Time of
259. lete a fax from the queue e Log allows you to view details of past faxes you have sent From this page you can also view a copy of your fax If you have access in your organization you may also view queue and log information through Web Access Note Faxes sent to an email address will be sent as a TIFF image file Faxes sent only to an email address will not display in the Queue or Log files The internal address book allows you to store fax recipient information directly on the server To set up the internal address book you must have access to Web Access 1 Log into Web Access 2 Select Mailboxes gt Fax gt Fax Contacts from the drop down menu 3 From this screen you can input new contacts TOSHIBA 111 Fax options Fax Settings Incoming Faxes Busy Err Delay No Answer Delay 1 y minutes Retries 3 v Personal CSID Identification Phrase Log into your Personal Administration page Contact your System Administrator for the IP address and log in instructions Select Mailboxes gt Fax The following options display Fax Settings Fax Contacts Fax Log Fax Queue Cover Information The details for each of the settings is explained below y minutes Incoming Faxes Deny fax Accept fax no of rings before No Answer 9 y Outgoing Faxes Incoming Format PDF v o Deactivated Succesful only Failed only All O Active Printer Name bd Busy Err Delay Num
260. ll Matching 480 Names Al Starting with Account Codes all Starting with Search Clear Fiters Cancel e Search Button Finds the calls on the current page that match ALL of the selected filtering options Clear Filters Button Resets all filters to Off Press Search to re load all Call History record Or select new filter settings and start a new Filter search e Cancel Button Closes the filters screen with no update to the Calls Display The Call Manager ACD Viewer program allows Call Manager users connected to Strata ACD to view the status of all ACD groups in which they are members It shows the operating status of each group and as the group becomes busier it changes colors and can provide warning sounds to alert you of status changes You can expand each group view to see the number of calls and the status of each of the agents and supervisors in the group Each group contains a My Status icon showing your own status in the group logged in logged out busy in wrap up etc and when you right click on your icon you can change your status The ACD Viewer is fully integrated with the Call Manager Chat so you can easily place a chat call to a supervisor or another agent by simply right clicking on that person s icon Plus you can broadcast a chat notification to all agents and supervisors in the group ACD Viewer appears by default as a companion application ta
261. ll tab Note Android handsets may use the default dialer Application and choose to complete the action using IPMobility Apple OS phones do not support this feature 2 When Call screen opens enter destination number or select a number from the address book and press dial The following call flow example assumes that Ask Every Call was set 1 A popup screen will display the option to use IPMobility or the phone for dialing Select IPMobility After a few seconds the mobile device will receive a call back from the host IPedge system 4 When the incoming call is answered IPedge will automatically dial the destination number 5 Once the call is connected the same options are available as Call Screening press the IPMobility notification in the notification bar to access if not displayed To use the Call thru feature 1 Select the Call tab Note Android handsets may use the default dialer Application and choose to complete the action using IPMobility Apple OS phones do not support this feature 2 Enter a destination number on the call screen or select a number from your address book and press dial The following call flow example assumes that Ask Every Call was set 1 A popup screen is presented asking whether to use IPMobility or the phone for out dial TOSHIBA 107 IPedge IPMobility Application 108 Transfer 2 Select IPMobility 3 IPMobility will dial the specified number t
262. ll Manager Features 11 Call Handling Features Making Outgoing Calls This chapter defines how to use the lPedge features using Call Manager Features included are Call Handling system Call Center and Microsoft Outlook features Personal Call Handler PCH rules can be created to respond and take actions on calls automatically or Programmable Buttons can be used for even easier access to many features Call Handling features include how to dial answer hold transfer and hang up calls It also includes how to view the Extra Call Information when attached to a Call Call Manager supports a number of ways to place calls including open architecture links to other programs or contact managers which can also be used to dial calls The following are some of the typical ways to place a call using Call Manager Most of these functions are found on the Call Manager Home tab Manual On screen Dialing 1 Click within the dial number box and enter the number from the keyboard shown below 2 Press Enter when done to start the number to be dialed aa Call Manager EE Home Preferences hj 5664 bg amp 8 B DialPad sPKR lea Record E Fwoorr FT volume Up LA OND OFF JU volume Down Phone Audio Tracer Answer PXI Dial Number Box Re dial a Recently Used Number 1 Pull down the list of numbers in the dial number box and select the number to dial 2 Click the Make Call button to dial Using Call Manager keypa
263. llow the voice prompts to select directory assistance Many organizations use 9 but some system administrators change this key press You can send a message to a group distribution list This option allows you to send a message to multiple individuals without having to enter in individual mailbox numbers For example if you are a manager you may wish to set up a distribution list that includes your team members You can set up private personal group lists while a system manager will set up global public group lists 1 From the subscriber s menu press 2 to record a message Press any key when you are done recording and press 1 to continue 2 Press to send to a Private Distribution list or to send to a global Distribution list 3 Enter the group number Press 1 to confirm or 2 to change your destination Press 1 to send TOSHIBA 71 IPedge Messaging Features Delete a Message You have the option of deleting a message from a subscriber s mailbox if a after Sending message you sent to the subscriber has not yet been listened to 1 Call the voice messaging system and select 5 from the subscriber s menu 2 Enter in the mailbox number you wish to check and the system will play the first unheard message you left for the recipient 3 To delete the message press 3 to replay the message press 1 to hear the next message press 2 72 TOSHIBA Greetings Manage your Default Greeting Activate your Extended Absence
264. located in the same time zone as the telephone system the IP telephone can be used to change the time day and date of the IP Telephone to the local time zone in which the telephone is located To change the Date e From the IP telephone dial 653 and enter YYMMDD Example To set the date to March 12 2008 YY Year example 08 TOSHIBA Tone First Voice First Signalling Tone First Signalling Voice First Signalling IPedge Feature Operations MM Month example 03 DD Day example 12 Note The IP telephone date can only be changed one day before or after the telephone system date The day will change automatically when the date is changed To change the time e From the IP telephone dial 654 and enter HHMMSS Example To change the time to 01 30 PM HH Hour example 13 range is 00 23 24 hour clock must be entered MM Minutes 30 range is 00 60 It must be within 15 minutes of system time SS Seconds range is 00 60 Note The time set must be within 15 minutes of system time To determine the signalling on the telephone circuit When the telephone rings and the called party must press Spkr or lift the handset in order to receive the call The telephone does not ring when it is being called rather a long tone is heard followed by the caller s voice coming through the speaker This method automatically starts in a hands free mode and allows both parties to speak with each other Note The
265. m the Printer Name drop down 4 The Fax dialog screen web based will open Complete the following fax sending information TOSHIBA 109 Recipient IPedge UG 01 13 My Info rosuisa Messaging Fax Address Book icon Date Now 2 Later 10 20 2011 9 15 13 tax are 250 Sond cover page Cover page data tax Quality Handard Server Address 1P ockbess of Pedoe User Kame 3782 Paswword Keep server settings on this computer Y Send Fax Note To use the Address Book Microsoft Outlook must be installed on the client PC If you do not see the address book icon you need to install the latest version of Java Virtual Machine from java sun com Contact your system administrator You can enter recipients in one of three ways Manually enter name fax number and or email in the available text boxes Select from your Outlook contacts by clicking the address book icon and selecting Outlook Contacts from the drop down box Select from the internal address book by clicking the address book icon and selecting internal contacts from the drop down box see Setting up the Internal address book on page 111 on how to add members to this list This section asks you to input your name company name phone number fax email address date and number of pages of the fax This information will be used in the fax cover letter if you choose to send one This section will also show you the size in kilobytes
266. made to your Response Button 282 TOSHIBA IPedge UG 01 13 Cc IPedge Using Companion Applications Features Tab In the Features tab two features can be enabled and the location where the settings will be saved is specified Messages Response Butlons Features Logging Femen v Allow others to push URL to me Enable Do Not Disturb feature Show offline users in Everyone folder C Do net take focus from other applications Whiteboard _ Show sherebcerd initially Default Highlighting Pen Width S Medium Color Magenta Settings Save Location Local machine Ko Current user Features Allow Others to Push a URL to me Check to allow URL s to be pushed to this location by others When disabled other users cannot push a URL to open a browser window on your PC Enable Do Not Disturb Feature Enter a check mark in the box to enable the Do Not Disturb option This option allows you to block incoming Chat messages and returns a DND message that you specify to the caller e Show Offline Users in lt lt Everyone gt gt Check default setting to show both online and offline users in the lt lt Everyone gt gt group Remove the check mark to only show online users Save Setting Save As Local Machine Data Click to enable this option if the settings are to apply to all users of this PC Save As Current User Data Click to enable this option if the settings are unique for each user of
267. mand name Name Name The name of the person to chat with This name must match the name used in the Chat directory If you leave this blank the main Chat window will pop up and allow you to manually select the person Msg_Type leave blank future feature e Message Message to be sent Send_Option or C el send message immediately or C or blank type message into user buffer but wait for user to press SEND Example Agents in a Call Center want to quickly notify the supervisor that an abusive caller is on the phone The supervisor s name is Jan and the persons phone number formatted for easier reading and name should be included when available using Caller ID 1 In Call Manager create a User Defined Action using the type Send DDE Msg and name it appropriately In App Name Topic enter MSGPOP SYSTEM In DDE Message enter CALLNAME Jan Help have an abusive call from J N C 4 Add Edit Action xl Name 7 App Name Topic Notify Jan Abusive Call pp Name Topic MSGPOPISYS TEM TE DDE Message ZEE CALLNAME Jan Help I have an abusi Send DDE Msg y I Run Program if Not running save Program EXE Cancel Show Test 2 Choose a key on Call Manager right click and select Change Key Name the key choose the colors and select a type as User Defined Actions Select Notify Jan Abusive Call from the list of actions and Save 286 TOSHIBA Pedge U
268. manent storage of calls placed and received The settings options are as follows e Hourly e Daily e Weekly e Monthly e Overdue calls when a call is due to be placed it will only be placed if the power dialer is enabled and the phone status is idle and possibly not in Do Not Disturb Thus since the power dialer will wait until dialing conditions are true the date time selected for a call to be placed may pass by and the settings in this area pertain to those calls e Calls are Overdue if more than x minutes past due This setting is used to designate how long Due Now calls should wait before they are considered to be Overdue e Place Overdue calls before Due Now calls this option when enabled allows the Over Due calls to be placed first before the Due Now calls Remove Overdue calls more than x days past due If the dialer is disabled for an excessive amount of time the power dialer will automatically clean out overdue calls that are way past due as defined by this setting An optional user defined button can appear on both the Ready to Dial and the Results screens in Dialer To setup these buttons go to the Call Manager main menu select Setup then Preferences go into the Dialing Tab Under the Dialer enable either or both of the Action buttons and select the Action to be performed TOSHIBA 251 IPedge Using Companion Applications when the but
269. mber The left list box shows groups currently logged into To log into or out of one or more groups 1 Highlight the group name s in the right hand box and click lt lt Log In If your Agent ID is listed as a Supervisor then the Supervisor Take Calls check box will be offered on your screen Placing a check in this box will log you in to take calls for the group s selected when lt lt Log In was pressed Click Done when finished The ACD Key will display the number of ACD groups the extension is logged into and the total number of ACD groups you are a member To Log Out 1 Highlight the group name s in the left hand box and click the gt gt Log Out button 2 Click Done when finished Changing Agent Status 1 Right click My Status once you have expanded the views in the ACD Viewer pane The following ACD Agent Status window will appear ACD Agent Status x My Agent Status In WrapUp Finish WrapUP Make Unavailable Unavailable To Make Agent Unavailable 1 Use pull down list and choose a reason 2 Click the Make Unavailable button 3 Click Done TOSHIBA 215 IPedge Using Companion Applications 216 To Make Agent Available 1 Click the Make Available button 2 Click Done To Set the ACD Status to WrapUp 1 Click Set WrapUp button 2 Click Done Note The Set WrapUp button is NOT available on all installations To End WrapUp 1 Click the ACD Status button 2 Click the End WrapUp
270. mber will not forward to this destination they will forward to the direct line CF destination if activated When Call Forward Busy is activated and your telephone is busy on an existing call new internal calls and incoming line calls will not ring your telephone all new calls will be sent directly to the CF Busy destination Note If Direct Line Call Forward is activated on your telephone calls to your direct line telephone number will not forward to this destination they will forward to the direct line CF destination if activated When Call Forward No Answer is activated on your telephone and your telephone receives internal calls and incoming line calls your telephone will ring if the call is not answered within a predetermined amount of time the call will be sent to the CF No Answer destination The amount of time your telephone will ring before it forwards is the amount of time set in the Ring No Answer timer Note If Direct Line Call Forward is activated on you telephone calls to your direct line telephone number will not forward to this destination they will forward to the direct line CF destination if activated TOSHIBA IPedge IPedge Enterprise Manager Table 13 Call Forward Direct Line Calls continued FIELD CF Internal CF Busy or No Answer to CF Direct Line Calls CF All Calls to CF Direct Line Calls CF Busy to CF Direct Line Calls CF No Answer to DESCRIPTION When Call Forward
271. more than one character append each additional character to the one preceding it To represent the letters A B and C use ABC for key text e Run Program if Not Running If the target program is NOT found running you can have the action attempt to automatically start the program e Program EXE Enter the path to the program to be run and a command line parameter when needed to the target program for startup Use a forward slash after the EXE name and before the command line parameter s Example Action The example in the diagram sends keystrokes to the Notepad program to Popup restore the program and to move the cursor to the end of the file 1 App Title The App Title must match exactly what appears in the title bar of Notepad calls txt Notepad 2 Key Strokes To restore Notepad Alt Space R Key Strokes JR and to move to the end of the file Control End append to Key Strokes MEND 3 In Program EXE Enter program name and file name to open Notepad exe calls txt 176 TOSHIBA IPedge UG 01 13 Special Keys Note IPedge Actions The forward slash after Notepad exe is needed to allow the command line parameter calls txt to be used The result is that the file calls txt will open if not open and popup with the cursor at the end of the file allowing additional entries to be made The plus sign caret percent sign tilde and parentheses have spec
272. mplete The Record button will toggle between functions IPedge UG 01 13 TOSHIBA 93 IPedge IPMobility Application 7 Tap Play to preview the message tap Record to re record your voice mail greeting Using IPMobility Navigating IPMobility is simple There is a main toolbar at the bottom of the screen with three tabs Messages Call and My Info Use these tabs to access the various features of the Application promete Messages Tab When logged in to IPMobility the Messages screen will automatically displays your Inbox Fax Saved and Deleted voice mail Items Inbox Fax Saved Items Deleted Items Record New Voicemail View Future Delivery Messages From this screen you may also record a new message and send it to another mailbox as well as view any future delivery messages Inbox If a new message is waiting the app displays a message notification Tap Inbox to view messages 94 TOSHIBA Pedge UG 01 13 Fax Saved Items Deleted Items Record New Voicemail View Future Delivery Messages Message Menu IPedge IPMobility Application Inbox 2 Fax Saved Items Deleted Items Record New Voicemail View Future Delivery Messages Select the message to listen to it or press and hold on any message in the inbox to delete save forward or reply A fax may be viewed deleted or forwarded via email Deleted faxes will be moved to the Deleted Items folder Saved messages delete forward or reply to save
273. n x minutes past due This setting is used to designate how long Due Now calls should wait before they are considered to be Overdue e Place Overdue calls before Due Now calls this option when enabled allows the Over Due calls to be placed first before the Due Now calls Remove Overdue calls more than x days past due If the dialer is disabled for an excessive amount of time the power dialer will automatically clean out overdue calls that are way past due as defined by this setting An optional user defined button can appear on both the Ready to Dial and the Results screens in Dialer To setup these buttons go to the Call Manager main menu select Setup then Preferences go into the Dialing Tab Under the Dialer enable either or both of the Action buttons and select the Action to be performed TOSHIBA 297 IPedge Using Companion Applications when the button is pressed Optionally the label can be changed to meet your needs Press Save to keep your new settings Trunk Access Code g Home Area Code 480 Dialing Outside Numbers Dial same as User Dialed C Use Local Dial Plan Use SERVER Dial Plan Check Plan Power Dialer V Enable Action button on Ready to Dial screen Label Lookup Action Screen Pop Outlook y V Enable Action button on Call Results screen Label Lookup Action SC Ai Save Can
274. n Copy Paste phone numbers from other programs into this window to dial You may also include letters in the dial number Call Manager automatically converts the letters to the matching numbers on the telephone keypad e g 1 800 IFLYSWA Volume Controls These buttons control the volume when the VolP audio interface is used Audio Control The audio control is your line button with a status indicator for that line when using the VolP audio interface Right click the button to see the Audio Configuration menu Recording Button amp The indicator light works in conjunction with OAISYS Indicator Tracer and OAISYS Auto Call Record Users with appro priate permissions will have this indicator on their Call Manager If the light is red this means the user s call is currently being recorded If the light is gray it is not being recorded The user can click on this button and select Start Recording to initiate recording of the call If the call is being recorded the user can click on the button to termi nate the recording A number of shortcut keys allow you to use the keyboard in place of the mouse to control Call Manager The list of Shortcut keys can be found using the menu selection Setup gt Shortcut Keys Note The F1 key is the HELP key a can be pressed at any time to access the Help document 118 TOSHIBA IPedge Call Manager Basics Expanded View In Expanded view the Call Manager is enl
275. n on Setting Audio Properties etc Click Help to view all SoftIPT information Shift Button Purple Press Shift at any time to alternate between display of feature keys 1 10 and feature keys 11 20 Fixed Buttons Flexible Buttons Line Buttons Liquid Crystal Display LCD Control Buttons 30 The fixed buttons on your telephone enable you to perform standard functions quickly and easily These buttons are described in Chapter The Basics All Flexible Buttons must be programmed for your telephone in system programming and vary for individual telephones If a button does not appear on your display or telephone keystrip label see your System Administrator for button assignments You may have buttons designated as Line and or Pooled Line Grp which enable you to directly access outside lines Pooled Line Grp enables you to access available CO Lines from a group of lines appearing under one button The Liquid Crystal Display LCD on the SoftIPT will display information similar to the large 9 line IP telephone display e Desk Clock and Calendar in idle mode e Call Duration during an outside call e Operational Advisory and Notification messages There are two types of LCD button functions LCD Control Buttons and Soft Keys When the Soft Key prompts appear on the LCD the LCD Control Button just below the prompt offers access to that feature TOSHIBA IPedge SoftIPT C
276. n the Call Notes window for the information to be displayed You have the ability to Add Change an existing or Remove any field IPedge UG 01 13 TOSHIBA 135 IPedge Preferences MS Outlook Integration 136 To Add or Change a Siatic Info Field Field Name Select from the pre defined list of fields or create you own field name This name must match exactly the information field where the information is held Description Enter any description you desire to mark this field Field Type Each field can be selected to be either a fixed parameter 1 line or long text multiple lines fields Priority The field priority selected will mark the color of the icon attached to the call User Can Edit Field This determines if this field can be changed or fixed Action Button A button can be defined to use trigger user defined Action The Action Name must match exactly the name of the Action defined in User Defined Actions Dynamic Info Fields Allows the choice of when these fields will show provides a large set of fields which are automatically filled in based upon the call information Dynamic fields are fields set by another application and are not pre defined in Call Manager is specifically designed to work in concert with Microsoft s Outlook contact management program Initial Setup Click the Configuration button to reach the Outlook Preferences screen with the following options
277. nal schedule Message notification allows you to set up a schedule where you are notified through additional devices when new messages are received to your mailbox Examples of message notification include e Receiving a text message to your cell phone e A notification to a pager e Acall out to another phone number e g home phone Message notification enables you to set a day time schedule whereby these notifications are sent For example if you work from home one day a week you may wish to be notified at your home number if a message is left in your office mailbox On the weekends you may still want to know when a new message arrives but only wish to be notified by a text message to your cell phone Each separate notification is set up through a separate notification Line Depending on your organization you may have access to set up message notification directly or your system administrator may need to set up message notification for you Once message notification is set up you can activate and deactivate this feature through your mailbox You can use your phone to activate or deactivate message notification once the schedule has been set up 1 Call the voice messaging system and select 3 1 1 The system will tell you whether or not your message notification is activated 2 Ifit is not already activated press 1 You may also activate or deactivate individual schedule lines You will need to know the notification schedul
278. nd Action will clear the message when the appointment ending time is reached View Change User Defined Actions e ce Action Count 34 Screen ap RE Type Set Phone Status Message w Screen Pop ACT O O X IO S A AAA Screen Pop ACT 4 Chat DND Off A Status Message lt MESSAGE OFF gt Screen Pop Gold Restore Goldmine Custom 2nd Line Screen Pop HEA Screen Pop Lotus Screen Pop Maxi Screen Pop Outlo IPedge UG 01 13 TOSHIBA 203 IPedge Using Microsoft Outlook 204 Create Personal Call Handler Rules The Final PCH Rules Two Personal Call Handler Rules will be needed both using the Outlook Calendar Appointment event which sends a message when an appointment starts and a second when it ends In this example want to trigger the setting of the DSS message for any Calendar Status to ensure all appointments are reflected and also for any Event Importance and any Subject These items are part of the appointment created in Outlook Calendar When this event triggers want to use the first Action that created which sets a message In Meeting and appends the Subject line to the message to be displayed dd Channe El ar E Add Change Handler Rule Rule Name Set message Trigger On Outlook Calendar Appointment Trigger if Calendar Status Any Event Importance Any Subject Any
279. nd Low Medium High priority messages to scroll along the 2nd line of the Call Manager LCD display ACD Viewer Setup ACD Group Status I Notifications SCM LCD Miscellaneous Urgent Status Red Display Message Urgent ACD x G 0 Calls Waiting LEW L O Warming Status Yellow Display Message Warning ACD G 0 Calls Waiting LOW L Active Status Green Display Message ACD x G Total Calls C Available Agents 2Y LOW L Idle Status Blue C Display same message shown on Active Status Save Cancel Select the appropriate check box to indicate whether or not you d like to display a message when each ACD Group Status condition has been met Enter the text you d like to display for the Urgent Warning or Background Messages Enter the text exactly as you d like it displayed in the Call Manager Use the following tokens to represent ACD Group information G ACD Pilot Extension L Longest Waiting Call W ACD Group Name Percent Sign Q of Waiting Calls Z Calls per agent Y of Agents Available C Total Calls X Total Agents G Urgent Message Q Waiting Calls Longest Waiting Call L TOSHIBA 219 IPedge Using Companion Applications Miscellaneous If on your system each Agent ID is the same as his her PBX extension you should enable the PBX extensions correspond to Agent IDs option That is agent ID 100 uses P
280. nd as an agent to take calls Log Out this will log you out of this ACD group Make Me Available If you are set to unavailable or are in wrap up this will change you to available status Make Me Unavailable you can select this to make yourself unavailable a list of unavailable message choices will be provided Request Help Call to Supervisor while you are on an ACD call you can use this to initiate a request for a help call to a supervisor in the ACD group This is further explained below TOSHIBA Requesting Supervisor Help IPedge Using Companion Applications When the Request Help Call to Supervisor function is selected this sends a Help Request to a supervisor in the ACD Group Once you initiate the request you will receive a notification that the request has been sent ACD Help Request O Your Help request has been sent to Supervisor 4407 x406 406 Okay If the supervisor accepts your request for help you will receive notification ACD Help Request Your Help request has been accepted Okay If the supervisor denies your request you will receive a rejection notification ACD Help Request O Your Help request has been rejected Okay If a supervisor or supervisors do not respond to your request you will see the following ACD Help Request IPedge UG 01 13 3 Presently no supervisors are available to provide help Okay TOSHIBA 269 IPedge Using Comp
281. ndset To place a call on hold press Hold Your LCD shows the line on hold The held Line s LED flashes green while appearances of the line at other stations flash red e To return to the held call press the flashing held Line button If you do not return to the held call within a specified time it rings back to your telephone The call remains camped on to your station e Ifthe held party hangs up the call is released e See the Call Pickup section to pick up a call on hold from another extension This feature enables you to place a call on hold so that only you can retrieve it While on a call press Hold twice That line s LED flashes green while appearances of the line at other stations are steady red in use This features enables you to move from one Line button to another Line button without pressing Hold Check with your System Administrator to make sure this setting is turned on If Automatic Hold is not enabled calls will drop when moving from one line to another without pressing Hold While on a call press another extension button to receive originate a new call The accessed line s LED flashes in use The first call is put on hold and your extension s LED flashes 1 While on a call press Cnf Trn The call goes on hold 2 Dial another line 3 Transfer the call or return to the held call by pressing its Line button TOSHIBA Message Waiting Responding to a Lit Msg LED Turning On Off MW LED
282. ng Number DID Dial using Callback Dial using Call thru Use IPMobility to call Android ONLY Do not use IPMobility to call Android ONLY Ask Every Call Android ONLY 104 greeting See Mailbox Setup Wizard on Page 89 Settings v Phone Number DID Number Dial using Callback Y Dial using Call thru Call thru Send Mailbox This is the telephone number of the mobile device This is also the number that is used when using the Make Call feature This is a specially assigned Direct Inward Dialing number that the Call thru feature uses to access IPedge phone services See your system administrator for this telephone number Select this option to have the IPedge system call the mobile device first ask for confirmation by pressing 1 or then dial the destination number Select this option to have the mobile device call the destination number using the IPedge system without user confirmation Call thru Send Mailbox Note Use this function with the Call thru feature only if Calling Party Identification is NOT being sent from your mobile device or is unsupported by the service provider for the lPedge Select this option if you want IPMobility to always intercept outbound dialing and route through IPedge Select this option if you never want IPMobility to be used exclusively for outbound dialing Select this option if you wish to have the IPMobility Application display a notification that it
283. ng Call History V Enable Sound v Enable Call Logging Sound File Call Types NewMail wav All Intercom Only Test Browse Outside Only Cares e Pop Up on Call Ringing Check this option if you d like your Call Manager to automatically pop up when a call rings on your phone e Pop Up on Call being Dialed Check this option if you d like your Call Manager to automatically pop up whenever a call is being dialed from another program via TAPI or DDE dialing or dialed via Hot Key dialing e Always on Top Use this option to keep Call Manager on top of all other programs This makes it easily accessible e Low Profile Enabling this option makes the Call Manager very thin in the Streamlined Mode by eliminating the Option Buttons on the bottom of the screen e Mobile User some users travel with a laptop PC from desktop to desktop each time using the Call Manager with a different PBX extension This Mobile User option will pop up a Login screen each time Call Manager is started so that they can log into the appropriate PBX phone extension e Disable Ribbon Key Tips When this box is unchecked pressing ALT while using Call Manager will popup the ribbon KeyTips which allow you to access any tool with a few keystrokes When checked KeyTips will be disabled allowing you to use the ALT key without them popping up Enable Call Logging To have Call Manager collect and display Call History Call L
284. nion window s moves with it When companion windows are undocked they float separately from a the main window and can be moved and resized separately Use the Fly out Fly in icon shown right to dock and undock companion applications All companion applications can dock to the top bottom left or right side of the desktop When docked the companion applications can be arranged in various configurations vertically horizontally pinned unpinned To dock a Companion Application window to one of these edges first undock the window from the main window Then drag the companion application window until one edge overlaps the screen s edge When you release the mouse the application will dock to that edge You can drag multiple application windows to the same edge to place them ina shared dock This will allow you to resize each window by dragging the splitter bars or move it to a different position in the dock by dragging the application titlebar to various interior edges of the dock The More Buttons companion application changes configuration to show in a single vertical column when docked to allow a thin docked area which preserves screen area The Call Manager has three color schemes To change the color of your display click the Color drop down and select either Blue Silver or Black Color icon uE gt IPedgeDefault Midnite Olive Rose Silver TOSHIBA 123 This page is intentionally left blank Using Ca
285. not have a multi way chat more than two users You can have multiple two way chat conversations To Answer a Chat Call 1 A Silent Message Conversation window will automatically pop up showing who is calling you and a sound will play based upon your Preference Settings You must respond within 30 seconds to this message or the caller will get a message User did not respond However the 30 seconds setting is configurable Ongoing conversations follow those described in To Send a Text Messageand Options During a Chat Conversation TOSHIBA 271 IPedge Using Companion Applications To Send a Text Message 1 Press a pre programmed Response button or Type the message into the text box at the bottom of the window and press either the Send button or the Enter key on your keyboard shown below EE Daniel e x10206 Silent Message Conversation BAR E Edit View Chat Chat Box 08 38 Danny Hello 08 38 Daniel Hello x Conversation with Daniel x10206 on 11 17 2009 Options During a Chat Conversation Several options are available to the user when right clicking within the conversation window to open a menu of options The chat window contains three windows the Chat Box the Canned Replies and the Whiteboard The whiteboard may not be visible in the chat window it depends on configuration The three windows are accessed from the view menu To Call the Person using your Phone This option is to make i
286. nsion through the public telephone network lines If your telephone has a direct line and the CF Direct Line Calls option is activated direct line calls to your extension will forward to the CF Direct Line Calls destination not to the destination set in this option 2 Internal calls are calls that come to your telephone from the Attendant Console other telephones and voice mail devices connected to your telephone system or telephone system private network 3 Your telephone may call forward even if you do not activate it this is because your system administrator has activated System Call Forward on your telephone This Call Forward option allows you to forward direct line calls to another destination When you activate this CF option only line calls to your direct line telephone number will forward calls to the destination set in this option Internal calls will not forward to the destination set in this option The destination can be voice mail another telephone extension connected to your telephone system or private network or an external telephone number connected through the public telephone network 1 Direct Line calls are calls that ring your extension when outside callers dial your direct line telephone number They do nat include internal calls from telephones that dial your extension number or outside line calls that ring multiple telephones on your telephone system 2 When this option is activated direct line
287. nt and again when the appointment time ends Free Add Change Handler Rule Trigger On Outlook Calendar Appointment Trigger if Calendar Status Busy Event Importance Normal Subject Any Actions to Take Immediate Action Screen Pop Outlook v e Calendar Status Select to match the Outlook Calendar Status options Any Free Busy Out of Office Event Importance Select to match the Outlook Calendar Importance options Any Low Normal or High Subject Select either Any or Matches this Subject For making the match enter the text for the subject to match See Like Matches and Unlike Matches for use of wildcards Note Outlook Calendar may also send a Tentative status setting which is treated using the Any setting IPedge UG 01 13 TOSHIBA 195 IPedge Personal Call Handler e Outlook Calendar Reminder An event that occurs at the time scheduled for sending the reminder message for an upcoming appointment This event will trigger again if the appointment time is changed after the Reminder event was previously given Add Change Handler Rule Rule Name Trigger On Dutlook Calendar Reminders Trigger if Calendar Status Busy Event Importance Normal Subject Matched this Subject Actions to Take Immediate Action A v Browse e Calendar Status Select to match the Outlook Calendar Status options Any Free Busy Ou
288. o reach the Pedge and then the destination number Once the call is connected you have the same menu options as described above Transfer the call to another extension of telephone number Note CDMA carrier based plans such as Verizon and Sprint may not support the Call Transfer feature Android While on a call tap the status bar iPhone While on a call switch to or open the IPMobility App and the screen will display automatically TOSHIBA Fax Capabilities 9 This section describes how to e Send faxes from your desktop e Redirect fax messages e Automatically send faxes to a printer Sending a Fax Fax allows you to send faxes directly from your desktop by using the print from your desktop option from any Microsoft Windows program This functionality is an optional service and you must have the Fax Driver installed Contact your System Administrator to find out if you have this capability and whether the fax driver is installed Note Fax is supported on Windows XP Professional Vista Business and Windows 7 professional 1 Launch the Fax application accessible from your Start menu under TAIS gt Messaging Fax Driver Once launched the icon will appear in your System Tray 2 Navigate to the program your document is created in for example MS Word and open the document you wish to fax 3 Select File gt Print from the program s menu bar and from the printer dialog box select the MessagingFax option fro
289. ode type to be used For the last two options enter a specific number in the box including wildcard characters when needed See Like Matches and Unlike Matches for use of wildcards 190 TOSHIBA IPedge UG 01 13 IPedge Personal Call Handler Call Disconnect Whenever a call leaves the phone whether the caller hung up or the call was transferred or forwarded Add Change Handler Rule Rule Name Trigger On Call Disconnected Trigger if Call Direction Incoming Only Call Type Any Call was Answered Doesn t Matter Actions to Take Immediate Action Pop Tigerpaw Account v None Orne e Call Type Select the call type for the ringing call e Call Direction Select the direction of the call to be triggered e Call was Answered Select whether the call was answered e Phone Software Startup Happens whenever the Call Manager software starts up and is in full operation with the PBX Add Change Handler Rule Rule Name Trigger On Phone Software Startup o Trigger if Actions to Take Immediate Action Pop Tigerpaw Account Export Rule e Phone Software Shutdown Happens whenever Call Manager software is shutdown using a normal Exit IPedge UG 01 13 TOSHIBA 191 IPedge Personal Call Handler FWDed XFRed Call Ringing Whenever a call rings on the phone that has been eithe
290. ogging must be enabled e Once Call Logging is enabled a choice needs to be made to log All Intercom Only or Outside Only calls Sound File Enter the path to the WAV file to be played Use the Browse button when needed to search for the path to the sound file TOSHIBA IPedge Preferences Audible Message An audible sound can be played when the Message Waiting indication turns on Waiting The sound played can be any WAV file of your choosing e Enable Sound Placing a check mark in the box enables playing a sound in the file shown Clicking the Test button will allow you to listen to the sound selected Desktop Alert Specify the duration of the pop up message for incoming call and other Duration notifications Extra Info Screen Each call may have additional information attached to the call that may be useful The Configuration button in the window accesses the screen for enabling this feature as well as choosing the extra information items to be displayed along with their properties shown below With the Extra Info Feature enabled this symbol appears with each call When the symbol is gray no information is present when cyan information is attached and when red high priority information is available xtra Info Feature Provides for enabling or disabling this feature When disabled the Call Information icon will not appear with each call e Static Information Fields These fields will have a fixed area withi
291. on the left double arrow lt lt button to move the members to the Chat Clients in List box To select multiple individuals hold down your Ctrl or Shift key while making selections by clicking the mouse If you want to add a member that is not presently on line right click your mouse in the Chat Clients in List and select the Add an OFF line client menu item then type in the name of the client NoteThe name of the client must exactly match the client name when he she is on line To remove members from your group simply highlight the members and then click on the right double arrow key gt gt e Click on Save when done To Copy a Group to Create a New Group e To create a new group by copying another group select the group to be copied right click on the group and select Copy this Group Follow the same process for creating a new group above To Delete A Personal Group To delete a group right click the group in the Chat List and choose the Delete Group option A confirmation box will appear and needs to be affirmed before the group is actually deleted TOSHIBA 231 IPedge Using Companion Applications Whiteboard To access the Whiteboards option from the View menu select Whiteboard Operation This window provides tools for sharing information on each of your PCs with the another user with an open Chat conversation MS File Edit View Chat Chat Box x hiteboard 193351 Hi Canned Replies
292. onal assistant or other extension phone number skip the greeting replay the greeting or page you For example when on a business trip you want your cell phone and a colleague s office phone to ring when a call comes into your extension If voice mail picks up you want an alternate greeting played that tells callers you are out of the office but directs them to press 1 to reach an operator 2 to leave a voicemail and 3 to ring a different colleague s extension Your personal schedule is set up your system administrator however your messages are recorded through your voicemail box 1 Call the voice messaging system and select 3 8 2 Select a greeting number on your keypad between 1 and 9 3 To listen to the greeting select 2 to record a greeting select 3 If Unified Messaging is available in your organization you will be able to access all of your voice and fax messages directly through your email inbox You can listen to your voice messages with any audio player and fax messages can be viewed with a standard image viewer The subject line of voice and fax messages will include caller ID voice messages will include the duration of voicemail in seconds while faxes will show fax sender and number of pages If Unified Messaging is available in your organization all of your voicemails will be accessible through your email inbox Each time you receive a voicemail an email will be sent to your inbox with an attachment that includes a r
293. one in the handset 14 TOSHIBA IPedge UG 01 13 Table 3 IPedge The Grand Tour Fixed Button Definitions continued Button Definitions Speaker Press to toggle the speaker ON OFF When red Speaker LED is lit handsfree communications is supported To start a handsfree conversation press the Speaker button this turns the red Speaker LED on To terminate this call press the Speaker button again Speaker LED off During a handset conversation press the Speaker button to start hands free communications red Speaker LED on Press the Speaker button again to transfer the conversation back to the handset Speaker LED off Press and release the volume control bar to adjust volume levels Shift Key Purple button on the IP5131 telephone Press Shift at any time to alternate between display of feature keys 1 10 and feature keys 11 20 Web Browser Key Blue button on the IP5131 telephone Press this key to access the web Navigation Key Round button on the IP5131 telephone is a navigation key used for moving the cursor on html pages and in the programming screens Center of the button is the select function The arrows are used to scroll up down left or right Spdial Press Spdial and enter 3 digit Speed dial access code Speed dial access codes must be setup before they can be accessed Redial Press Redial to dial the last telephone number called internal or exter nal I
294. ones 1 Press and hold down the Mic button 2 Press and release Vol s or Vol t repeatedly Note Holding the Vol button does not continue to change the setting The button must be pressed for each step of contrast change To adjust the LCD contrast on the Add on Module Press 3 6 9 Hold simultaneously Press Contrast button to increase contrast Press Contrast button to decrease contrast A S Lift the handset off hook on hook to save settings Note Holding the soft key does not continue to change the setting The soft key must be pressed for each step of contrast change Available on backlit telephones with 4 line LCD s and backlit add on module To change the LCD back light brightness Press 3 6 9 Hold simultaneously Press Bright soft key to increase brightness Press Dim soft key to decrease brightness E O NS S Lift the handset off hook on hook to save the settings Note Use the BL BRIGHT and BL DIM buttons in steps 2 and 3 on the 10 button LCD Add on Module To change the LCD backlight brightness for IP5131 SDL or IP5631 SDL Press 3 6 9 Hold simultaneously Press the Others soft key Press the BL Bright soft key Enter a value of 0 3 using the keypad 0 dim 3 brightest OP NS Press the Set soft key twice TOSHIBA Backlight On Off Dial Pad and Button Beeps Speakerphone Microphone Sensitivity Adjustment IPedge The Basics Available on backlit telephones and backlit add on module
295. onfiguring SoftIPT Configure the 1 After you have installed SoftIPT double click the SoftIPT icon on the desktop SoftlPT The SoftlPT Configuration window opens Important See the illustration below You will need to enter items A E to configure SoftIPT Check with your Telephone System Administrator to make sure that you have this information After entering this information print the screen for future reference A SoftIPT A Es extension number meno E Node B Local call Permas dialing prefix For local calls dl 3 Fo long distance cals dist El C Long distance Fa dialing prefix id Manual Primary IPU IP Addes Secondary IPU IP Address D IP address of IPU Sy fr Binal Prez 4 200 f Connected IPU IP Address E Network adapter used by SoftIPT SJ eee E Y AutoLogin on satu 7 Allow SoMPT to an in the backguurd Speaker Koy F2 j TOSHIBA PC SoMPT Vernon03 00 0001 Cox Carcel Figure 1 SoftIPT Configurations 2 Inthe SoftIPT Configuration window enter the following Fields Description Phone No This is the SoftIPT extension Password Password for IP user mobility Node By default leave blank Outgoing prefix Long distance prefix When a call is made using the SoftIPT directory SoftIPT automatically attaches the outgoing prefix for local calls or long distance prefix for long distance calls respectively See Using the Directory on page 35 for details TOSHIBA 31 IPedge SoftIPT 32
296. ons e Change background color e Change text color e Change font e Reset Clicking the reset button resets the colors and font to the default values for buttons that have not be customized with different colors ACD status buttons Select the ACD status button and right click to bring menu options e Change background color e Change text color e Reset Click this button to reset to the default colors for the specific ACD status e Click Hide Colors when done Finish by Saving your Design e Use the Save or Save As commands to save your design before exiting See above for details TOSHIBA IPedge Preferences Email skins To send the skin using email click on the email skin button shown right A Microsoft Outlook message dialog box displays shown below Enter the appropriate address addresses to send the skin Microsoft Outlook is required when using this function E Peder Call Manager skin PedecDefault Message Plain Text Subject Ipedge Cal Manager shin PedgeDefaut J stn Pedant min 925 8 marten opone 12 you are using IPedge Call Manager v7 0 2 2 or later you can drag and drop the attached files onto your IPedge Call Manager LCD The nev Skin vill immediately be available in the Skin Name list with the name IPedgeDefault Note On some e mail systems you may need to drag and drop the files to your desktop firat and then drag and drop them to your IPedge Call Manager LCD IPedge
297. ontacts History ACD Viewer Chat Dialer Buttons and Web Browser Chapter 18 IPedge Enterprise Manager familiarizes you with the web based Enterprise Manager personal administration tool Conventions Description Note Important Elaborates specific items or references other information Within some tables general notes apply to the entire table and numbered notes apply to specific items Calls attention to important instructions or information Extension Number Press to answer a call to the Extension Number Each station can have multiple extension buttons Incoming calls ring the extension button s from the top down For example station 10 s extensions ring 10 1 first then 10 2 10 3 and 10 4 A station is considered busy when all extensions are being used Arial bold Represents telephone buttons Courier Shows a computer keyboard entry or screen display Type Indicates entry of a string of text Press Indicates entry of a single key For example Type prog then press Enter Shows a multiple PC keyboard or phone button entry Entries without Plus spaces between them show a simultaneous entry Example Esc Enter Entries with spaces between them show a sequential entry Example 5 Tilde Means through Example 350 640 Hz frequency range 1 Denotes a procedure Denotes the step in a one step procedure See Figure 10 Grey words within the printed
298. oonnononnnnnnnnnnnnnnnnnnn non nnnnnnnnnnnnnnnnnnannnnnnnnns 285 BE io lot L A A E 290 TOSHIBA Contents Chapter 18 IPedge Enterprise Manager Mal Screen ascitis ae a aaae a a aa llista did blanda aaa dao 290 Calls Dis play Arcana dar aa la 290 e RN 291 DOMINO ENES in ao nee A A 292 Dialer OperatiOniiceotodoca conocio tidy lacio lee ed aaa erica tala aaa pci tidd iii las ido 292 Adding Calls tothe Bidler seuer ean td ii 293 Configuration SEMI ii laica 296 Adding Action Buttons to Ready to Dial and Results SCreens ccccceeeeeceeeeeeeeeeeeseeeeeeeeeeenaeeees 297 Advanced TOPICS idhcer scat titan artilleria 298 BUON Satin ate EEEE E sabaa dguce soe E ia EEN inteeesaaees 299 WEB BrOWS eraasi m fcevt O aN ols hate a E 300 OMEN ORC sss oF i ee ete ee ie om ada eee rs rata 301 Chapter 18 IPedge Enterprise Manager Prerequisites rta a A etd evan a rai Daa eden 303 Log Mr ii A T O AA 304 To change your Security Code Password oooocccccnncoccccccnnonccccnonannnncnnnnnnnnnn cnn nana nnr rca nan nn cr cnn nan nnnncnanns 304 LOU o cea eh Bs dera Ll ne 304 THOM nit A a A Ad 305 Keystrip Labels monissa aas R E ATA c 306 DND Activating oeer ari EEE did 307 One Touch Buttons n ud cit de it it ina 307 Changing a One Touch Button seerne iri eaa EEE REAT rra rra 307 To Usea One TOUCH BUON cita A a a A A a tamed 308 RING TONES escocia A A a s 309 DOMINO eo e o Steere a o de io 310 Call Forward 2 00hoe2 aicie nie tied ee
299. or will also designate if you receive notification that a saved message is about to be permanently deleted providing you with the opportunity to save it again if you wish to keep it for a longer period of time To review saved messages 1 Call the voice messaging system 2 Press 1 2 from the subscriber s menu to review saved messages Press 8 while listening or after listening to the message to find out who sent the message as well as the date and time sent While listening to a message you can press 4 to rewind or 6 to fast forward in increments of five seconds or as programmed by the system administrator You can also press 5 to pause the message and 5 again to resume it it automatically resumes after 60 seconds or as programmed by the administrator TOSHIBA Volume Speed Control Reply to a Message Call Back Directly IPedge Messaging Features You can use the following keys at any time during message playback to change message volume or message speed Press 9 then one of the following keys 1 Low Volume 2 Normal Volume 3 High Volume 4 Low speed 5 Normal speed 6 High speed During message playback or after the message has finished playing you can reply to the sender of the message The message will be delivered directly to the sender s voicemail box 1 Press 7 1 while listening to a message or after the message has finished playing You can use the following keys at any time during message playback 1
300. orward button destination using Enterprise Manager 1 Login to Enterprise Manager 10 Select System gt Call Forward 11 Click the check box for the SCF number 12 Select Call Type and click the Edit icon qm 13 In the Call Forward window enter the first destination to which the call should forward up to 32 digits default is null 14 Enter the number for Destination 2 15 Click OK Button 16 Click Save icon to save settings To set Call Forward Busy No Answer from a base station Base station extension button 6041 XXXX 10 1 Press your extension button 17 Enter access code 6041 18 Enter internal extension to forward to XXXX 19 Enter ring time in seconds e g 10 before call forwards To set Call Forward Busy No Answer for a different extension and forward calls to an outside telephone number Extension button 6042 YYYY 1111 9 1 949 555 0000 08 1 Press your extension button 20 Enter access code 6042 21 Other telephone s extension number YYYY TOSHIBA 43 IPedge Feature Operations Call History View Call History Call Park 44 Park a Call 22 Call Forward Pass code for other telephone 1111 23 Enter for an outside destination number 24 Outside Line Access Code e g 9 25 Enter outside telephone number 1 949 555 0000 26 Enter ring time in seconds e g 08 before call forwards Incoming calls with Caller ID or ANI information can be optionally recorded
301. ory Contacts Chat Dialer WebBrowser G i up 10540 Queue x10540 Enabled until 05 00 PM Calls 1 Active 0 Waiting i 1 Agents 10 1 Idle O Busy 5 Un vailable 4 Logged Off im Agent ID 1003 Li Unavailable itt Agent ID 1004 Judith Logged OUT e Supervisor ID 1010 Jason Logged OUT cu Supervisor ID 1011 Jeff Logged OUT Ri Agent ID 1008 Test3 Logged OUT itt Agent ID 1013 Siok Logged OUT a Agent ID 1014 test5 Logged OUT im Agent ID 1009 test4 Unavailable im Agent ID 1001 Djie Unavailable im Agent ID 1007 Test2 Unavailable im Agent ID 1005 Test1 Unavailable im My Status ID 1002 Idle Logged In H O Group 777 Queue x777 Enabled 24x7 3 The last line in the expanded view is the My Status line This not only shows your personal status in this ACD group but allows you to change your status and perform functions using right click menus as described in the following section TOSHIBA 267 IPedge Using Companion Applications 268 In the expanded view the My Status icon is a special icon that shows your status in the ACD group logged in logged out busy in wrap up etc and when you right click on your icon you can change your status or perform a function The options provided are Log In this will log you into this ACD group Log In and Take Calls supervisor only This allows a supervisor to simultaneously log in as a supervisor a
302. ote below 2 When the call is finished hang up and the message waiting indicator will clear 3 Ifthe Msg LED continues to flash there are additional messages to check repeat steps 1 2 Voice mail devices have a short delay in turning off the message waiting indicators 4 To manually turn off the Msg LED press your extension button then enter 409 Repeat this sequence until all the messages are cleared Notes e If there is a on the LCD press the Next Soft Key to scroll through the messages sent to that extension To see who has sent you messages or to retrieve the messages press the flashing Msg button When an extension is called the calling party can choose to send a message to the called party This is a notification to say that a call has been missed and the calling party would like to be called back By sending a message to another extension you turn on their Msg LED 1 Dial an internal extension You may hear ringing or busy tone 2 Press Msg or 7 The Msg LED flashes red on the called telephone At your telephone the Msg LED lights steady red and the LCD shows the station number where the Message Waiting light was sent 3 If you decide to cancel the Message Waiting light at this point press Msg or 7 again while ring over tone is playing and the light will cancel If you want to cancel the message later call the telephone where you set the message and press 7 twice 4 Press Spkr Your Msg LED turns Off
303. ound card View Change User Defined Actions E Action Count 23 Screen Pop Tele Name Play wave Type Play a WAV file Agent login i g 4a Show all the info Screen pop Tiger Screen Pop ACT File Name CAWAV RING WAV Attach account co Export call info to Log to a file Minimize Modify call info Path 8 Filename Enter the complete path name for the WAV file to be played or browse to find the path of the file IPedge UG 01 13 TOSHIBA 171 IPedge Actions Pop External Web This action sends a URL to the PC s default web browser run the web Browser browser if it isn t already running View Change User Defined Actions a phe Action Count 24 Agent login Name External browse Type Pop External Web Browser w Show all the info Se ee i Screen pop Tiger po Screen Pop ACT Attach account co Export call info to Log to a file J Minimize Modify call info Play wave External browse URL http www telecom toshia com URL Enter the complete URL name for the Web site to be opened in your browser The URL can contain Action Variables to make the lookup use call information Pop Internal Web This action can be used to send a URL to the built in web browser of the Call Browser Manager when installed or can be used to create access to other companion application programs An example of using your Personal Call Handler to automatically op
304. ount Restore Goldmine Edit Test Action Run OAISYS Whiteboard Screen Pop ACT 2000 J Screen Pop ACT 2005 2009 nia Screen Pop ACT 4 Screen Pop GoldMine Done Select the appropriate action or button to add copy edit test or delete action The appropriate action screen displays Click Save and then click Done Refer to Chapter 14 Actions for more information on editing actions 162 TOSHIBA IPedge UG 01 13 IPedge Buttons ACD Keys ACD keys can be set on any button including Buttons companion applications and the side view buttons Depending on the configuration of your call center these keys can be used to 1 Login or Logout of ACD groups via Agent ID and phone Extension and or 2 to Show Set your Agent status Other ACD functions may be available in the User Defined Actions depending upon the PBX used with Call Manager Note The color of ACD Keys cannot be changed as the colors are determined by the ACD State for the key Setup Key Sample Key Label Action ACD Key ACD Options oe Save Cancel IPedge UG 01 13 TOSHIBA 163 IPedge Buttons DSS Extension Keys Web Keys Run Program Keys 164 Direct Station Selection provides one button dialing to a specific station DSS Keys also provide a visual status indicator of the station Ringing Busy Idle or Do Not Disturb To create DSS keys 1 Set action to DSS extension key 2 Click the magnifying glass 3
305. ow Detail _ Cancel With this you can see the information about who is calling and then can manually open a Contact or Journal If opening a contact journal manually is not desirable you could also have a 2nd trigger action so that when you Answered a call it would automatically open a Contact and or Journal as desired One typical integration with Outlook Calendar is to put Appointment information on DSS key so that all other Call Manager users know your current presence status This example will turn on the DSS key with Status Message only and turn off the message when the scheduled meeting is over The first Action will set a Status Message and add the Subject field of the Appointment as part of the message On the DSS key the first line and second line are appended to each other thus the preset Status Message can be modified to become something very simple to allow for the Subject to become the predominant part of the message View Change User Defined Actions X i e Be G Action Count 34 Screen Pop ACT a Screen Pop ACT Screen Pop ACT 4 r alanis Chat DND Off Chat DND On Screen Pop Gold Name Message ON Type Set Phone Status Message Status Message In Meeting Restore Goldmine Custom 2nd Line OC SUBJECT Screen Pop HEA gt Screen Pop Lotus Screen Pop Maxi Screen Pop Outlo 202 TOSHIBA IPedge UG 01 13 IPedge Using Microsoft Outlook The seco
306. p how ACD viewer changes ACD group status based on activity conditions Different colors represent the different status conditions of how busy is each ACD group Yellow and Red represent warning and urgent status levels respectively and can be specifically configured to decide when those levels should be reached ACD Viewer Setup _ ACD Group Status Notifications SCM LCD Miscellaneous Urgent Status Red Change to when Call Waiting gt X Calls 1 OR lt none gt OR No agents are available O Warming Status Yellow Change to when Longest Call Waiting gt Seconds Seconds OR lt none gt Active Status Green Occurs when there are agents and calls but no waiting calls Idle Status Blue Occurs when there are agents but no calls Disabled Status Black Occurs when the ACD group is Disabled Save Cancel This is the highest level status of a queue and should typically be reached when the load or conditions in the ACD queue indicates a problem that needs attention You can select up to two conditions so that whenever either of these conditions are met the ACD Group Status button will turn Red In addition to these two conditions this status will automatically be reached whenever the queue is enabled but there are NO agents available Available conditions are Calls Waiting gt x calls Longest Waiting Call gt x Secs Waiting Calls A
307. pate in the conversation See your System Administrator for more information on this feature If a station remains off hook for a programmable period it can be automatically treated as an Emergency Call and directed to an emergency destination The station may have partially dialed a number or have dialed no digits at all Each station is programmed with its specific emergency ringdown destination A station number or a group pilot number can be specified as an emergency ringdown destination In a private network the station or pilot number must be in the same network node TOSHIBA Message Waiting Responding to a Lit Msg LED Turning On Off MW LED on Another Extension IPedge Feature Operations Message Waiting is shown on the Msg button which flashes red when there are messages waiting The waiting message indicators can come from the voice mail system or they can be internal messages sent from other extensions The messages from other extensions are notifications that someone has called your extension and wants you to call them back An extension can receive up to three Message Waiting indications one additional indicator will always be reserved for the voice mail system Note If there are Phantom DNs PhDNs programmed on an extension each PhDN can receive up to three message waiting indicators 1 Press the Red flashing Msg button The telephone will dial the message source the voice mail or another extension See N
308. ped wired or wireless laptops tablets and desktop PCs with all versions of Microsoft Windows 7 Windows Vista and Microsoft Windows XP operating software OS SoftIPT on a PC integrates the power of the PC with most of the features available on an IP5000 series telephone You can use most of the features described in this User Guide y 8 NO 4124 FEB 19 THURSDAY 04 34 4on Sm Tees Bru VM Record Account Code k 6 VM Pause PAGE All Sales Line 2 DND E Spdial Sales Line Caller ID 9 Redial Intercom Release aj Cnf Trn Important The SoftIPT functions in the same manner as a desktop IP telephone Use this manual as a guide to the SoftIPT functions The special buttons relating to the SoftIPT screen are described below Table 6 SoftIPT Button Definitions Button Definitions IPedge UG 01 13 SoftIPT Directory Clicking this icon enables you to access the directory you create using MS Outlook Refer to Using the Directory on page 35 TOSHIBA 29 IPedge SoftIPT Table 6 SoftIPT Button Definitions continued Button Definitions SoftIPT Configurations Double click this icon to open the Configuration window This enables you to view and change SoftIPT settings Audio Settings Click this button to adjust the audio properties when connected to a USB handset Help Clicking this icon enables you to access Help as a user or find informatio
309. pplication With the Call Info window open click the Copy button to place that specific information on the Windows clipboard for pasting into another program For example the user may need to use the Customer number to look up the status of an order Clicking Copy and switching to the other program and pasting into the appropriate field allows for a fast lookup Call Center The ACD actions can be used to Log In Log Out to from ACD groups Going Features temporarily unavailable and an ability to end wrap times can be part of the features available Additional Call Center features are possible using User Programmable buttons Logging Inor Click the ACD Login button to open the ACD Login Logout window O ut 2 ACD Login Logout by Agent ID xj LOGGED In to LOGGED Out of Grou Agent ID Group 362 862 Log Out gt gt 563 86 Shell Test ON la D6 Agent ID 406 Supervisor Y Take Calls Done Note The right list box shows available groups for the identified agent number The left list box shows groups currently logged into To Log Into or Out Of one or more groups 1 Highlight the group name s in the right hand box and click lt lt Log In If your Agent ID is listed as a Supervisor then the Supervisor Take Calls check box will be offered on your screen Placing a check in this box will log you in to take calls for the group s selected when lt lt Log In was pressed Click Done when finished
310. r The system will confirm the addition Continue entering any additional members Press when finished TOSHIBA 75 IPedge Other Messaging Applications Delete Members from a Private Group Distribution List Delete a Private Group Distribution List Listen to Members in a Private Group Distribution List Using a Private Group Distribution List Using a Global Group Distribution List 76 You can delete members from a pre existing distribution list at any time 1 From the Subscriber s menu enter 3 6 4 2 Enter the list number you wish to make changes to followed by 3 To delete a member press 3 and then the mailbox number followed by The system will confirm the deletion 4 Continue entering any additional mailbox numbers you wish to delete Press when finished In addition to deleting individual members from a private group distribution list you can also delete an entire distribution list 1 From the Subscriber s menu enter 3 6 3 2 Enter the list number you wish to delete followed by 3 The system will play the name of the list and prompt you to press to confirm the deletion You can listen to a list of members in a distribution list at any time 1 From the Subscriber s menu enter 3 6 4 2 Enter the group list number you wish to listen to followed by 3 Press 1 to listen to a list of the members of the group You can use a private group distribution list when sending a new messag
311. r confirmation like a normal call Test the Application 1 After launching the app on your mobile device make a call to a telephone with Caller ID capability 2 Verify that the IPedge Caller ID or DID is displayed not the mobile phone number Mailbox Setup The setup wizard will guide the user through the voice mailbox setup process wizard a Tap Mynta IPedge UG 01 13 TOSHIBA 89 IPedge IPMobility Application Greeting Management gt Change Name Change Password Default Location Do Not Disturb Logout Setup Wizard Settings gt About IPMobility gt 2 Scroll down and tap Setup Wizard then tap proceed to continue 3 To create or change your voice mailbox password enter in either field 4 Tap Save when complete Note If Save button is not visible click anywhere on the screen background Setup your Mailbox Enter New Password Confirm Password 5 Tap the right arrow to advance 90 TOSHIBA IPedge UG 01 13 IPedge UG 01 13 IPedge IPMobility Application On the next screen record your first and last name for the voice mail attendant to announce to callers 6 Tap Record press Stop when complete The Record button will toggle between functions Tap Play to preview the message tap Record to re record your full name When complete tap the right arrow to advance Record a personal greeting for your voice mailbox TOSHIBA 91 IPedge IPMobility Application Mailbox Setup Wiz
312. r Defined Action that also includes 8U 60 to set the time to 60 minutes from now 4 Add Edit Action x N E DND On App Name Topic MSGPOPISYSTEM DDE Message Type DND ON In Meeting Until 4U 60 Send DDE Msg y Save Cancel Show Test I Run Program if Not running Program EXE IPedge UG 01 13 TOSHIBA 287 IPedge Using Companion Applications 4 Add Change Handler Rule 3 In Call Manager create two Personal Call Handler Rules to trigger when the DND status changes causing Chat DND to follow Call Manager s DND status The two rules are shown below x 1 Triggering Event When this happens Refer to this Rule as Change in DND status y Turn Chat DND Off 2 Conditions If these Conditions are True Do Not Disturb Change C On or Off Turned Off Turned On Turned On with Message Msg Begins with 3 Actions Then take these Actions a Immediately chat DND Off y Check Action b After J0 Seconds None gt pe Gheck Action Add Action Delete Action Export Rule OK Cancel Command 4 Sending a Chat Broadcast Message 288 Add Change Handler Rule 1 Triggering Event When this happens Refer to this Rule as Change in DND status y Chat DND On IN MEETING 2 Conditions If these Conditions are True Do Not Disturb Change On or Off Turned Off Turned On Turned On with Message
313. r Forwarded or Transferred from another extension Add Change Handler Rule Trigger On FWDex XFRed Call Ringing Trigger if Phone State Call Type y FWD XFR Ext tt Any Number Account Code None Required Extra Info CallerlD Name M None Required v Actions to Take Immediate Action Pop Tigerpaw Account Delayed Action in Seconds 0 lps Call Type Select the call type for the ringing call Phone State Select the Phone State when the call arrives FWD XFR Ext Select the extension number the call is from For the last two options enter a specific number in the box including wild card characters when needed See Like Matches and Unlike Matches for use of wildcards Extra Info Select a Field Name CallerlD Name or type in another field name and then choose how to treat this information For the last two options enter a specific number in the box including wildcard characters when needed See Like Matches and Unlike Matches for use of wildcards e Account Code Select the account code type to be used For the last two options enter a specific number in the box including wildcard characters when needed See Like Matches and Unlike Matches for use of wildcards 192 TOSHIBA IPedge UG 01 13 IPedge Personal Call Handler e ACD Call Ringing Happens whenever a call rings on the phone that is part of an ACD group ignores non ACD calls A
314. r and display an answering script the agent could use to guide the conversation The web page might also allow the agent to enter answers from the caller into HTML forms and submit the results to a company web server TOSHIBA 253 IPedge Using Companion Applications The Call Manager Web Window is based on Microsoft Internet Explorer You must have Internet Explorer 6 0 or higher installed on the PC ACD Viewer History Chat Contacts Dialer More Buttons Web Browser Z PQQXO gt ww TOSHIBA Leading Innovation gt gt gt El Products El Services amp Support Toshiba Business Products Semiconductors Electronic Components Py a nm Surveillance amp Industrial Cameras LEO Display Systems Professional LCD and DLP Products Retail Electronics Office Solutions Medical Imaging Breadcasting Systems 254 http fuww toshiba com tai products prod_biz jsp v Toshiba Worldwide Toshiba Americas United States El About Us El Social Responsibility El News El Careers Xario Ultrasound Heroic Performance Wherever the action is Xario delivers premium multi specialty performance in a compact mobile system Find Out More gt gt CMOS Image Sensors me Chip Scale Camera Modules CMOS Image Sensor Insights Articles Trends Tips Q amp A Click the setup icon to set Home URL and the tools to display in the toolbar home stop
315. r more of your contacts in your Outlook Contacts database and simple use the mouse to drag them over and drop them on the power dials Calls Window Each contact will then be individually added to the power dialer allowing you to specify the date time of each call to be placed Drag and Drop from Call Manager Call History Often times you may want to place a call to someone you ve called or who called you in the past Since the Call Manager call history provides a complete list of all calls placed and received you can simply find the desired call in the call history and use the mouse to drag and drop a copy over to the power dialer window Drag and Drop MS Excel file In Microsoft Excel it is quite easy to create and keep a list of desired contacts and add them into the power dialer In MS Excel simple create a spreadsheet TOSHIBA IPedge UG 01 13 IPedge UG 01 13 Save in E My Documents eE X ei E Tools History A Retrospect Catalogs gt File name jm Contacts txt x My Network 4 Places Save as type Text Tab delimited txt Cancel IPedge Using Companion Applications with at least two columns Name and Phone number as shown in the following example El Microsoft Excel Book2 0 x File Edit View Insert Format Tools Data Window Help 181 x Phone Account 4904969040 3 ABC inteconnect 505 555 1234 10072 4 Jones Phones 212 451 1111 20908 40
316. r of rings preset individually for each station 8 Call Forward Busy Do Not Disturb No Answer Forward all calls when Busy DND or when call is unanswered after a set number of rings 9 Call Forward Cancel Cancels the currently set Call Forward feature Call Forward functions are registered by entering the commands outlined below or by programming a Programmable Feature Button FB on the base station To use the Call Forward button sequence Follow the instructions in Example Call Forward to extension on Page 43 Some features may require additional input TOSHIBA Program Call Forward via Enterprise Manager Example Call Forward to extension Example Call Forward to outside line IPedge Feature Operations e Destination extension or telephone number Call Forward destination numbers may be internal extensions or external telephone numbers If the destination is an external number enter outside line access code e g 9 telephone number The system will allow a 32 digit maximum Timer Call Forward No Answer Timer Enter the number of seconds 08 60 The telephone should ring before forwarding the call e Call Forward Pass Code A four digit Call Forward pass code may be preset by the System Administrator This will allow one station to activate the call forward setting for another Users must enter the Call Forward pass code for the station to be forwarded To program call f
317. rammable Keys These actions can be as simple as playing a WAV file to as powerful as sending a specific DDE message to another programs to Screen Pop a database When defining a new action it s usually a good idea to test the action to make sure it works correctly The screens for creating actions also provide a testing facility to make this testing easy Note Depending on your configuration you may not be able to change the User Defined Actions in which case you should check with your System Administrator Creating Actions The Creating of Actions can be done by going to the Actions menu a 22 gt Call Manager B Home Preferences hj ra ad General Eg Advanced 4 Skin Editor Add Tab gt bel Dialing Hot Keys IPedgeNew2 amp Update Tab fa X 2 Docking Y Actions Delete Tab Configuration Entry Tab Settings x3456 SIMON LONG 11 14 AM Fri 7 View Change User Defined Actions ER No OOOH Action Count 14 Screen Pop ACT Name Screen Pop ACT 2000 Type Export Call Info pa Screen Pop ACT meh Screen Pop ACT 4 Additional Settings Chat DND Off Chat DND On File Name ActintlSystem Screen Pop Gold y Restore Goldmine Screen Pop HEA Screen Pop Lotus Screen Pop Maxi Screen Pop Outlo Y Test bg The left column shows a listing of currently defined actions that you can Add Copy Edit Test or Delete using the menu When an action is selected it
318. ransferred internal or incoming line calls Call Forward may be set for the following call categories and there are five different Call Forward Settings that may be assigned See Call Forward Settings on Page 42 Call Forward destinations may be set to internal destinations or an outside telephone number e Call Forward Any Call Forwards any call internal or incoming line e Call Forward Incoming Line Forward incoming line calls only e Call Forward Any Call Set for Another Station Set forwarding of all calls for another telephone within the system e Call Forward Incoming Line Set for Another Station Set forwarding of incoming line calls for another telephone within the system Note Call Forward Any Call and Call Forward Incoming Line may be set simultaneously on a telephone This allows incoming line calls to be forwarded to a different destination than other call types Note Each Call Forward Setting has a different cancellation code 5 Call Forward All Calls Forward all calls immediately 6 Call Forward Busy Do Not Disturb Forward calls immediately when extension is busy or set to Do Not Disturb DND Note In tone first systems with multiple lines Call Forward Busy forwards calls only when all lines are in use In voice first systems Call Forward Busy forwards all calls whenever the telephone is in use 7 Call Forward No Answer Forward unanswered calls after a set numbe
319. re also useful to overcome a user accidentally deleting an action since they can have a copy of that file on their PC when they exit and restart Call Manager that action will be restored TOSHIBA 185 IPedge Actions 186 Testing Actions While in the Add Edit Action screen a Show Test Hide Test button is offered Pressing this button when it is titled Show Test will expand the window to a set of Test Values that can be set representing the variables used within the action This sets the values of any real time variables for testing your action For example if your action will be using the Phone Number variable P H or J you will want to set the test value of P to the phone number you want to simulate e g 7145551234 Then press the Perform Test button to test your action The Test Results screen will show the results of the test and if the action fails you can change the parameters of the action and test again When another application is involved in the action that application in general will need to be installed and running to perform the test Pressing the button titled Done Testing will close the Test Window Note If the action seems to work fine when you test it from this screen but doesn t seem to work properly when the action is used by the Call Handler you may want to open the Main Menu Icon gt Setup gt Advanced gt Show Events screen see your System Administrator if you do not have the
320. re delivery you will be asked to input a date and time Play on Earpiece This button toggles the sound output from the earpiece to the Speaker Tap the button to select the option displayed e g if the button reads Play on Speaker then it is currently set to play on earpiece Tap the button to hear the message played through the phone s speaker Future Delivery When replying to or forwarding a message using voice mail Future Delivery is an option that allows the user to send the message on a future date 1 Tap and hold the message to display the message delivery options window 2 Select Future Delivery from the menu 3 Select a date from the calendar wheel Future Delivery TOSHIBA IPedge UG 01 13 Call Tab My Info Tab IPedge UG Greeting Management 01 13 IPedge IPMobility Application The call tab is used for making calls or looking up contact information To make a call tap the field and enter the number and tap Dial or press the Address book icon to select from the contacts list Make Call Enter target phone number a t The My Info tab is used to access IPMobility settings for voice mail greeting management passwords default location and settings There are three functions Greeting Management Logout and Settings IPMobility supports mailbox greeting management allowing users to review and record multiple voice mail greetings for different presence states Default Extended A
321. registered trademark of SonicWALL Inc Windows Outlook and Microsoft are registered trademarks of Microsoft Trademarks registered trademarks and service marks are the property of their respective owners IPedge General End User Information FCC Requirements Means of Connection The IPedge does not connect directly to the telephone network All direct connections are made to a gateway Please refer to the gateway manufacturer s documentation Radio Frequency Interference Warning This equipment generates uses and can radiate radio frequency energy and if not installed and used in accordance with the manufacturer s instruction manual may cause interference to radio communications It has been tested and found to comply with the limits for a Class A computing device pursuant to Subpart J of Part 15 of FCC Rules which are designed to provide reasonable protection against such interference when operated in a commercial environment Operation of this equipment in a residential area is likely to cause interference in which case the user at his her own expense will be required to take whatever measures may be required to correct the interference Underwriters Laboratory This system is listed with Underwriters Laboratory UL Secondary protection is required on US any wiring from any telephone that exits the building or is subject to lightning or other electrical TED surges and on DID OPS and Tie lines Additional information
322. rences tab shown below Hot Keys dialing options docking and tabs settings Each of these sections will define the settings and how to change these settings to match your needs Configuration Entry History Chat Contacts Dialer More Buttons Web Browser Config Settings Preferences has a number of settings for making Call Manager work and look the way you choose To access Preferences click on Preferences tab The settings in Preferences are divided between four tabs each defined below Note Depending on your configuration you may not be able to change the Preferences in which case you should check with your System Administrator IPedge UG 01 13 TOSHIBA 133 IPedge Preferences 134 General User Preferences Call History Call Types These settings control how Call Manager interacts with other Windows based programs and how it should react when calls ring or are being dialed Extra Call Information can be enabled and content to be displayed defined as well as details for Microsoft Outlook Integration when used By Setup Preferences General Dialing Advanced Docking User Preferences 1 LS Extra Info Screen Y o romain Configuration W Pop Up on Call being Dialed Always on Top MS Outlook Integration Low Profile Configuration Mobile User Desktop Alert Duration 7 Disable Ribbon Key Tips 180 Seconds V Show Desktop Alert on Inbound Calls Audible Message Waiti
323. rnal incoming calls Hot Dialing Dial a telephone number from the keypad the telephone automatically selects a line shown with a green LED and turns on the Spkr and Mic LED s When Hot Dialing is not turned on the handset should be lifted or Spkr should be pressed in order to make a call TOSHIBA Making a Call Handset Spkr Button Hot Dialing Dial Directory IPedge The Basics There are three ways to originate a call from the telephone 1 To make a call lift the handset then dial the number A line may be automatically selected or choose a line manually Dial tone is heard through the handset The Speaker and Microphone LEDs do not light Digits display as they are dialed Call progress tones Ringback Tone Busy Tone etc are heard through the handset 2 When connected continue using the handset or switch to speakerphone by holding down Spkr and placing the handset in the cradle 1 To make a call press Spkr A line may be selected automatically or choose a line manually The extension or Line button lights depending on system programming Dial tone is heard through the speaker The Speaker and Microphone LEDs light 2 Dial the number Digits display as they are dialed Call progress tones Ringback Tone Busy Tone etc are heard through the speaker When connected continue using the speakerphone or lift the handset to continue the conversation 1 To make a call using Hot Dialing start di
324. rogram EXE If the target program is NOT found to be running you can have the action attempt to automatically start the program IPedge UG 01 13 TOSHIBA 175 IPedge Actions Send Keystrokes to This action provides a way to send keystrokes to another Windows program a Program justas if the user typed them into that program This can be used for example to pop up another program whenever a call rings in Note Use this action carefully because when the action is triggered the keystrokes will be sent to the target program regardless of the state of that program e g even when the user is in the middle of some action in that program View Change User Defined Actions _ SX Action Count 29 Export call info to Name Keyboard macro Type Send Keystrokes to a Program Log to a file Minimize Modify call info App Title calls txt notepad Play eee Keystrokes R END External browse Internal browser 2 Run Program if Not running Extra Call Info Phone screen Run Keyboard macro Program EXE notepad exe calls be App Title must exactly match the text in the title bar of the target program not case sensitive e Key Strokes You can send any keys including special keys see below One or more characters represent each keystroke To specify a single keyboard character use the character itself For example to represent the letter A use A for key text If you want to represent
325. rom left to right Answer Hold Transfer and Hang up a call Should you forget you can hover your mouse over a key to be reminded what function a key performs Do Not Disturb Key and Indicator Displays the current Do Not Disturb status of your phone Hover the mouse over this area to see the current DND status message Click to change your DND status and message Call Forward Key and Indicator Displays the current PBX call forwarding status for your phone Hover the mouse over this area to see the entire FWD status Click to change your PBX forwarding status and destination TOSHIBA 117 IPedge Call Manager Basics Button Icon Description Dial Pad Button 835 Click the dial pad button to expose and Pa hide the popup Dial Pad Use the Dial Pad when you reach a recording that says Press 1 for sales 2 for sup port When this dial pad is displayed you can use your mouse to click the dig its to dial or use the number keys or NumLock keypad on your computer keyboard to dial digits Make Call Button Click the Make Call button to dial the number shown in the Dial Buffer Dial Buffer and Redial Type a number into this space and press Enter or click the Selection Dial button to the left of the box Click the drop down arrow to view the last 10 outside phone numbers you dialed Select a number from the drop down and press Enter or click Dial to redial that number You can eve
326. rom other applications Whiteboard T Whiteboard Default Highlighting Preferences Pen Width N Medium Color E Magenta Settings Save Location Local machine 2 Current user TOSHIBA 279 IPedge Using Companion Applications Configuring Chat You configure Chat by making parameter choices in the Setup dialog box You can make Chat integrate with other applications including your soft phone by using the DDE Interface commands These are defined in the Interfacing with Other Programs on page 284 section later Examples are provided for using these commands with Call Manager are also included Setup To set up your preferences click the Setup button Messages Tab These settings define the arrival responses provided for incoming and broadcast messages On Incoming Message Dismiss new popup window after _30 seconds of no response Play wave file Ringin wav 3 gt C Beep on each newline received C Timestamp each line On Incoming Broadcast Message Normal Message Play wave file Ringin wav Urgent Message Play wave file Ringin wav On Incoming Message Dismiss new popup window Check the box and specify the time in seconds when no response is seen when a new message arrives This will tell Chat to notify the caller of no response after a certain length of time The response message returned is User didn t respond Play Wave file Check the box to p
327. rovide a specific message such as In a Meeting Until 3pm to anyone attempting to place a chat call to you e Togo into DND status DND is set in the chat toolbar by selecting the DND Check box and or entering text into the text box on the toolbar While in Do No Disturb the main window will show the text DND On in red Other Users Experience When a Chat call is placed to someone who has their Do Not Disturb feature set you will see a message showing User Not Available along with any return message they provided If they didn t setup a return message the text Do Not Disturb will be shown To Clear Do Not Disturb To Clear the DND Status Clear the DND Check box IPedge UG 01 13 TOSHIBA 229 IPedge Using Companion Applications 230 Response Buttons All buttons can be changed on line from the Silent Message Conversation window The first 8 buttons can have their responses defined in Chat Settings all others can only be defined using the following procedure To Add Change Text in Response Buttons e Right click on the button and a drop down menu appears Select Edit to edit the button The dialog box shown below appears You can change the caption the type the text and whether to send immediately Response Button Caption Type Send Text As Push URL Text Hello Send Immediately 4 Caption Type in a caption for the button When Button is Pressed Select wh
328. rse the sort from ascending to descending or vice versa A small light colored arrow in the column header indicates the current column used for sorting Press the Search button next to the Filter icon to go into search mode Above each column is a search area in which to type search criteria All the entries that match the search criteria will be shown while the rest are hidden The default search method is Starts with where only entries starting with the same letters as the search criteria will be shown Other search methods are available and can be accessed with the button to the left of the search area ACD Viewer History Chat Contacts Dialer Neb Browser Aerts aY Directories CIX Directory My Groups RCGroup System Groug Name Number Type a Search criteria button 8769 Station 4590 Station Station Contains A Ends with E Does not start with mi Does not contain Search criteria Station A Does not end with D739 Station se Does not match 3580 Station H Not Like 73580 Station TOSHIBA 205 IPedge Using Companion Applications Directory List of names and extensions on the telephone system ACD Viewer History Chat Contacts Dialer Web Browser Product Mgmt BSCS 13 Y4 _Directonies CIX Directory _ My Groups RC Group System Groups Name Number Type ENG CONFERENCE 102002 Station ERICK R PRI 104644 Station ERICK R PRI 106644 Station ERICSON
329. s IPedge UG 01 13 TOSHIBA 167 IPedge Actions contents are shown and can be edited When actions are copied created or edited those changes are stored in the compiled actions file NET_PHN acs If this file is lost for some reason and Call Manager is restarted all actions will revert to the individual actions stored in the User s Local Settings Call Manager folder Thus it is wise to save new actions by exporting the action for backup see Exporting Actions and Importing Actions Attach Account This action attaches an account code to the active call This account code is Code passed to other applications such as Insight or TASKE Contact View Change User Defined Actions Action Count 18 Name Attach account code Type Attach Account Code el Screen Pop Gold Restore Goldmine Screen Pop HEA Screen Pop Lotus Account Number 1111 Screen Pop Maxi Screen Pop Outlo Run OAISYS Whi Pop Tigerpaw Ac Screen Pop Tele BE Account Enter an accounting number to be associated with this call Export Call Info This action is used to export call information to another program like the CTI Call Handler in order to keep its Call Info Database current When this action is triggered it will Popup an Export Call Info screen allowing the user to fill in any missing call information typically the Main Listed Phone before they press SAVE to export the information to
330. s Guster Web herria Frockct My 039569 we va 3 When you select Edit group the following dialog box displays Use the double arrow buttons to add or remove users from the group shown right 2 EAS IZRBIY 2 2 Directories irectory my grou My Groups Drag a column header here to group by that column Name Presence St Chat Phone Status Message Katz sIPT J Idle 2351 SIMON Qa DND Online 3351 DO NOT DISTURB Rahul T 3 Idle 3691 David Fr R Idle 3692 Mark Ca 99 Idle 3720 Ron Hu 99 Busy Eric Abi J Idle To use view Presence Status 208 TOSHIBA IPedge UG 01 13 History IPedge UG 01 13 IPedge Using Companion Applications The Presence status shows the status of users such as Idle Busy etc ACD Viewer History Chat Contacts Dialer Web Browser Product Mgmt 2 AS VS awe Ya Directories CIX Directory My Groups RC Group System Groups Name Number Type Presence Status Status Message Chat e 103161 Station DAVID FRIDLEY 104126 Station 3 Idle DENNIS BALL 103712 Station 3 ldle Eric Abing 133510 Station Busy In Meeting Global Online GWEN NORTH 103792 Station 3 Idle Online HENRY TRAN 152368 Station 3 Idle 3 HUGH LE 102723 Station 3 Idle Katz Yamaguchi 133351 Station 3 idle In Meeting Updat Online v g gt Right click the member to start Chat or call the person through Call Manager Ca Il Manager automatically creates a log of calls diale
331. s 185 indicators LED 28 initialize key 158 Insight 168 IPMobile 85 J join 50 K key ACD 163 action 162 change 159 copy 159 DSS extension 164 initialize 158 label 159 PBX command 161 run program 164 speed dial 160 swap 158 system 161 web 164 keys combination 178 creating keys 166 special 177 keystrokes 176 L LCD 3200 series buttons 30 LCD display 117 LED indicators 28 line automatic selection 22 ringing preference 22 line button 46 local dialing plan 138 140 log string 169 logging in or out 131 215 261 lookup 169 low profile 134 making a call 23 menu advanced 146 message waiting 135 message waiting light on another telephone 27 53 on phantom ext MW 27 53 Mic button 14 26 54 microphone 14 23 26 54 microphone cut off 54 60 Microsoft 115 Outlook 115 Windows 98 115 Windows 2000 115 Windows NT 4 0 115 Windows Vista 115 Windows XP 115 mobile user 134 Msg button LED 27 mute 14 26 Index L P N name 170 names storing speed dial 60 navigation key 15 Net Phone expanded view 119 main menu 120 main screen 116 shutdown 191 startup 191 streamlined view 116 O OAISYS auto call record 118 Tracer 118 On manual dialing 137 one touch 306 one touch button 307 308 options 146 outlook calendar 195 202 dialing 201 incoming calls 201 lookup 169 outlook integration 136 outside numbers 139 override busy
332. s Programmable buttons and Soft keys on the telephone In addition if the user prefers the softphone screen can be shown as a companion application The user can click keys on the softphone and it behaves the same as the IP telephone The telephone must be configured as the 10 button large display telephone in IPedge and the SHIFT button must be disabled Preferences p 102351 acy SS c wea Feo x2351 KATZ SIPT 4 04 PM Tue Sep 13 gt Spdial Redial Cnf Trn Katz sIPT NO 2351 A AE ES SEP 13 TUESDAY 04 04 5 JKL 6MNO 7 PQRS 8 TUV EN T IPedge UG 01 13 TOSHIBA 301 IPedge Using Companion Applications 302 TOSHIBA IPedge UG 01 13 IPedge Enterprise Manager 18 Prerequisites This chapter familiarizes you with the Toshiba Pedge Enterprise Manager a web based system administration tool which allows users to manage communication devices using a web browser The user may access the IPedge system to personalize telephone settings retrieve information and remotely activate deactivate phone features The following features may be performed using this application e Key Button programming Name changes e Do Not Disturb DND e Listin Directory e Distinctive Ringing Patterns e Phone Settings e Call Forward Activate Deactivate call forward e Speed dial e One touch e Display Dial Code e Display Advisory Message e Preferences e Account Codes Note Not all of t
333. s a listing of all entries shown in Call History Change the position and width of the columns prior to printing to format the printout as desired Export Listing Export icon Export the listing to either a CSV Text Excel or Text format Filtering Use filters to limit the number of calls or view a certain type of calls For example you might want to see only the calls you made received in the last 7 days Or you want to see all Outgoing calls made to a specific area code since the first of the year 1 Press the Filters icon to open the Call History Filters screen Note The filters button changes from Grey to Green when filters are active This serves as a reminder that the call display list may not display all call records while filters are active 2 Select the options and data for the calls that you want to see Dates Select the date s All means any date e Call Direction Choose whether you want to see incoming In Only outgoing Out Only or all calls In 8 Out Phone Numbers Choose All for calls made to from any number Use the Matching option to limit the search to calls made to from specific numbers You can enter a specific phone number like 480 496 9040 the last part of a number 496 9040 or the first part of a number 480 to find all matching calls You may also use wild cards such as 480 9040 and 480 496 Names Choose All
334. s are in the ACD Group as well as a breakdown showing the number of Idle Busy Unavailable and Logged Off agents By clicking on the Plus sign you can further expand the view to show each agent s ID Name and Status Plus the status of each Supervisor is also shown in this list Right click on an agent or supervisor in the ACD Group to send them a Chat message or if you are idle to Call the agent or supervisor on the phone Viewer Buttons History Contacts Chat Dialer WebBrowser G i up 10540 Queue x10540 Enabled until 05 00 PM Calls 1 Active 0 Waiting i 1 Agents 10 1 Idle O Busy 5 Un vailable 4 Logged Off im Agent ID 1003 Li Unavailable itt Agent ID 1004 Judith Logged OUT e Supervisor ID 1010 Jason Logged OUT cu Supervisor ID 1011 Jeff Logged OUT Ri Agent ID 1008 Test3 Logged OUT itt Agent ID 1013 Siok Logged OUT a Agent ID 1014 test5 Logged OUT im Agent ID 1009 test4 Unavailable im Agent ID 1001 Djie Unavailable im Agent ID 1007 Test2 Unavailable im Agent ID 1005 Test1 Unavailable im My Status ID 1002 Idle Logged In H O Group 777 Queue x777 Enabled 24x7 3 The last line in the expanded view is the My Status line This not only shows your personal status in this ACD group but allows you to change your status and perform functions using right click menus as described in the following section TOSHIBA 221 IPedge Using Compan
335. s extension Some feature buttons require additional parameters to completely define the key e g a Phantom DN needs a directory number ringing assignment and the tone pitch when ringing occurs 1 2 306 From the Home screen right click on the key and enter the label Click the desired option from the panel that displays Directory No displays only when logged in as a Super User Assign a Primary DN key Secondary Phantom DN Phantom DN Message Waiting or DSS key to this Key Features Assign Automatic Busy Redial ABR Automatic Call Back ACB Do Not Disturb DND Short Flash Long Flash Privacy Privacy Release BGM Key DSS Key Program Account Code Microphone Cut Off and Application Starting are available selections Call Control Activate Speed Dial Release Button Release Answer Cancel Source Party Destination Party CLID or Night Transfer are available selections Call Forward Set Call Forwarding assignments for this FB Forward All Calls Forward Busy Forward No Answer Forward Busy No Answer Forward Ext All Call Forward Ext Busy Forward Ext No Answer and Forward Ext Busy No Answer and PhDN Message Waiting are available selections Park Page Assign Call Park Orbit All Paging Group Paging All Emergency Paging Individual Emergency Paging and Paging Answer Feature access are available selections Call Pickup Assign FB to a Pickup Group Pickup Directed Terminal Pickup Direct
336. s makes it much easier to use the drag and drop techniques for setting up keys To Swap Keys To swap the configuration of two programmable keys you can right click on a button then select the Swap Keys option then click on another button Notice that the button has now been swapped To do this hold the Control key down while using the left mouse button to drag a key to another location Or select 158 TOSHIBA IPedge UG 01 13 To Copy This Key Change Key IPedge Buttons Swap Keys and then drag amp drop key to new location Keys will swap within the same window and between any other button window To Copy the configuration of one programmable key to another hold the keyboard Control and Shift keys down while using the left mouse button to drag the key to be copied to its target Or select Copy This Key and then drag amp drop to new location Keys will copy within the same window and between the Side window and the Main Screen Keys on the Main Screen or the Side window will not copy to keys on the Extra Buttons windows or vice versa This opens the Setup Key configuration settings shown below Several items in the upper portion of this window define the appearance and label of the button Selecting an Action from the pull down listing will present additional parameters needed to define the choice Details for each Action follow this procedure Note Some users may not have permission to change buttons and keys
337. s navigation through various pages of content and is not static to just one site Navigation is as easy as highlighting a link and selecting it to move to the next web page All IP5131 SDL telephones come with the browser enabled In order to access the browser press the blue button on the bottom right hand side of the phone this allows you to switch between your call processing screen and the browser window 4 Line LCD The LCD in it s idle state shown Display right displays Line 1 or the top line of the LCD will NANCY NO 202 display your user name if SEP 25 TUESDAY 09 36 programmed and your extension number DIR Line 2 will show the Date and time Line 3 will show information related to your telephone set VM New Saved messages Call Forward or if a certain feature is enabled on your telephone set A plus sign on the LCD indicates there is more data to display Press NEXT to advance through the information 1P5000 4 line LCD display in Idle Mode Line 4 will display the soft keys available in idle state Press DSPLY to switch from the Call Forward display to the User Name display 01 13 TOSHIBA 17 IPedge The Grand Tour Soft Keys 18 Softkeys SK1 SK4 refer to the four buttons directly below the LCD screen shown right Soft Keys dynamically change their functions and label depending on the state of the telephone The dynamic feature associated with the Soft Key is displayed on the bottom line of the
338. s not running Call Manager it will select the Chat tab e Transfer Divert the ringing call or transfer the active call to a third part e Transfer To VoiceMail Diver the ringing call or transfer the active call to the specified mailbox of the voice mail View info Show Info screen for the active call View Extra info Show Extra Info screen for the active call e Leave Voice Mail It will stop ringing the destination extension and calls the destination party s voice mailbox Leave Station Message It will set the callback request to the destination when the destination party is ringing Many applications use various hot keys or keyboard shortcuts These keys are defined in advanced settings that your administrator can change if you encounter a conflict with another application See Call Manager System Administration Manual for details TOSHIBA Skin Editor Application Menu Logo IPedge Preferences The entire color scheme as well as the look and feel of the Call Manager can be changed dramatically by simply selecting a different skin Skins can affect the following elements of Call Manager Screen background colors texture and appearance LCD colors and fonts Calls window color and font Title bar logo and Application menu logo Programmable Button colors and fonts ACD Keys colors To access the skins editor go to Preferences gt Skins Editor The main screen for the Skins
339. screen in the Features tab Highlighting The Whiteboards Preferences screen defines a default Pen Width and Color to be used when Whiteboards session is opened During a communication session these can be changed at will as described above Chat Setup Messages Response Buttons Features Logging Features Y Allow others to push URL to me Y Enable Do Not Disturb feature Y Show offline users in Everyone folder C Do not take focus from other applications Whiteboard T Whiteboard Default Highlighting Preferences Pen Width N Medium Color E Magenta Settings Save Location Local machine 2 Current user TOSHIBA 233 IPedge Using Companion Applications Configuring Chat You configure Chat by making parameter choices in the Setup dialog box You can make Chat integrate with other applications including your soft phone by using the DDE Interface commands These are defined in the Interfacing with Other Programs on page 284 section later Examples are provided for using these commands with Call Manager are also included Setup To set up your preferences click the Setup button Messages Tab These settings define the arrival responses provided for incoming and broadcast messages On Incoming Message Dismiss new popup window after _30 seconds of no response Play wave file Ringin wav 3 gt C Beep on each newline received C Timestamp each line On Incoming Broa
340. sible notifications that can be taken when an Urgent Warning and Active status is met If desired enter a check mark in the Play Sound box to hear a sound over the speakers on your PC when a status is met Use the Browse button to browse to a specific wav file Use the test button to hear the selected sound Enter a check mark in the box if you d like to Show the ACD Viewer if it is hidden on your screen when a Status is met This will bring the Call Manager and the ACD Viewer to the forefront of your screen ACD Viewer Setup ACD Group Status Notifications SCM LCD Miscellaneous Notify when Escalating to Urgent status Red Play sound ACD_Alarm way Show ACD Viewer if it is hidden Escalating to Warning status Yellow Play sound ACD_W aming wav C Show ACD Viewer if it is hidden Escalating to Active status Green C Play sound ACD_Active wav C Show ACD Viewer if it is hidden Cancel Click Save to save all changes 218 TOSHIBA IPedge UG 01 13 ACD Viewer Tokens IPedge UG CM LCD 01 13 IPedge Using Companion Applications In some cases you may want to keep the ACD viewer hidden but have it send messages to the LCD display of the Call Manager to show the ACD queues status This is often very useful when the Call Manager is docked to the screen and you want to conserve screen space for use by other applications Thus ACD Viewer can be configured to se
341. ssword The default location is the default extension number Note This setting is only used when the mailbox is dialed from the automated attendant If the number entered in Default Location is within the digit length parameters of an extension number the extension value of the mailbox is updated and all auto attendant calls will be transferred to this number If the number entered exceeds extension number digit length the system assumes the entry to be an outside number When this occurs the Follow Me destination of that mailbox is set to active and the destination number is updated Note Ifa Personal Schedule has been enabled for your mailbox calls that are forwarded to voice mail from your extension are not affected by this parameter You may select deselect the DND check box to activate deactivate Do Not Disturb for the mailbox When enabled all automated attendant calls to that mailbox will go directly to the selected voice mail greeting and the extension is not dialed Greeting Management gt Change Name Change Password Default Location Do Not Disturb Logout Setup Wizard Settings gt About IPMobility gt Logout of the IPMobility Application This allows first time system users to establish a new mailbox via IPMobility Follow the system prompts to setup password recorded name and default TOSHIBA 103 IPedge IPMobility Application Call Settings Phone Number Direct Inward Diali
342. t more convenient when you need to speak with the person rather than just sending text e Click Chat tab then Phone Enter the phone number or if the number is automatically populated then click Call To Copy the Conversation From the Edit menu click either Copy or Copy All to copy the highlighted or all of the conversation to the Windows Clipboard for pasting into another application To End the Conversation e Press the Close button to end the conversation 272 TOSHIBA IPedge UG 01 13 IPedge Using Companion Applications To Open a Whiteboard Collaborative Session e Click Share Whiteboard Screen This option is only offered once the called party has responded to the Chat session Giai i gt a bgreen Home x104555 Silent Message Conver gt Esa File Edit View Chat Chat Box X Whiteboard 1193351 Hi a m Canned Replies x Hello J Hola Jl Okay Good 5 Conversation with bgreen Home x104555 on 3 30 2011 To Send a Call Manager Chat allows you to send a broadcast message to one or more Chat Broadcast recipients For example if the Sales Manager would like to call a meeting with all Message of his sales representatives he could use this feature to send a message to the Sales Group telling them there is an important meeting in 15 minutes in the conference room 1 To initiate a broadcast message double click on any group name in the Ch
343. t of Office Event Importance Select to match the Outlook Calendar Importance options Any Low Normal or High e Subject Select either Any or Matches this Subject For making the match enter the text for the subject to match See Like Matches and Unlike Matches for use of wildcards Note Outlook Calendar may also send a Tentative status setting which is treated using the Any setting Like Matches When you design a Rule to trigger using a Specific Number for the CallerlD number or Account number or on a Specific Name for the CallerlD name you can design the rule to either search for an exact match or a LIKE match A LIKE match simply uses wildcard characters in the string that you specify to accept a range of values The following wildcards are available Any single character Zero or more characters Any single digit 0 9 Example 1 To trigger on any caller from your area code 602 Set the Specific Number on Caller ID Number to 602 Example 2 To trigger on any caller from your local office code 496 Set the Specific Number on Caller ID Number to 602496 Example 3 To trigger on any caller with a caller ID name starting with C Set the Specific Name on Caller ID name to C 196 TOSHIBA IPedge UG 01 13 Unlike Matches IPedge Personal Call Handler In addition you can precede any of the search strings with the characters lt gt to request all matches that aren t equal or
344. tatus of the Follow Me feature as shown below Button LED Description Off Follow Me feature is not activated The call should ring the default station usually the user s desktop phone TOSHIBA 79 IPedge Other Messaging Applications Button LED Description Follow Me feature is activated and the call will follow the Follow Me personal Red schedule The call is being processed by the Follow Me application When the call is answered by one of destinations defined in the Follow Me personal schedule the Green call can be handed off to the desk phone by pressing the button with Green LED Or it may also mean that the call is handed off to the desk phone if the incoming call is a consultation call in which case the system used extra voicemail resource Flashing Follow Me is being handed off to the desk phone Green Note Follow Me status indicator will be reset when the system restarts while the service may be still active When the first call is processed the LED will show the correct status If necessary press the button to force sync the status 1 Administrator must activate the Net Server 2 Administrator must assign Net Server integration in the Messaging Registry settings 3 Follow Me button should be assigned to users IP telephone flexible button using Enterprise Manager or Personal Admin 4 Net Server monitor checkbox in mailbox email setting must be checke
345. telephone is busy on an existing call new calls to your direct line telephone number will not ring your telephone direct line calls will be sent directly to the CF Busy destination Notes 1 Internal calls will not forward to the direct line destination Internal calls only forward to the Internal Call and Line Call destinations 2 Your telephone may forward even if you do not activate Call Forward this is because your system administrator has activated System Call Forward on your telephone When Direct Call CF No Answer is activated on your telephone and your telephone receives a call to your direct line telephone number your telephone will ring if the direct line call is not answered within a predetermined amount of time the call will be sent to the CF No Answer destination The amount of time your telephone will ring before it forwards is the amount of time set in the Ring No Answer timer Notes 1 Internal calls will not forward to the direct line destination Internal calls only forward to the Internal Call and Line Call destinations 2 Your telephone may forward even if you do not activate Call Forward this is because your system administrator has activated System Call Forward on your telephone TOSHIBA 313 IPedge IPedge Enterprise Manager Table 13 Call Forward Direct Line Calls continued FIELD CF Direct Line Calls CF Busy or No Answer to Speed Dial System Speed Dial System Info 31
346. tem and select 3 2 3 from the subscriber s menu to access your Busy Greeting 2 To listen to the greeting you have recorded press 2 to record the greeting press 3 To manage your Custom Greetings 1 Call the voice messaging system and select 3 2 5 from the subscriber s menu to access your Custom Greetings 2 Press 1 9 to select the Custom Greeting you wish to manage 3 To listen to the greeting you have recorded press 2 to record the greeting press 3 When you access your mailbox for the first time you will be asked to record your name This will identify your mailbox to you when you log in as well as identify your mailbox to other internal subscribers You can re record your name at any time 1 Call the voice messaging system and press 3 3 2 from the subscriber s menu to change your recorded name Press any key when you are done recording To listen to your name before saving press 1 To record your name press 2 To delete your name press 3 91 35 09 21 To save your recorded name simply hang up or press to exit TOSHIBA Other Messaging Applications Group Distributions Set up a Private Group Distribution List Add Members to a Private Group Distribution List You can send a new message or redirect a message to a group distribution list This option allows you to send a message to multiple individuals without having to enter in individual mailbox numbers For example if you are a manager you may
347. th agents and supervisors Collapsed View The ACD Viewer starts out with a collapsed view of each ACD queue This takes up very little screen space but still provides a high level status of each of your ACD groups That is the ACD Status View window displays one line for each of the ACD Groups of which you are a member The ACD Group Name Queue Number and Status Enabled or Disabled are displayed If the queue is on a schedule the time the queue will be enabled disabled by the schedule is displayed Each ACD queue has an activity LED that changes colors based on the status of the queue Gray Idle no calls active or waiting and at least 1 agent logged in and available Green Active at least one call active but no calls waiting and at least one agent logged in and available Yellow Warning Default one call waiting and at least one agent logged in But this threshold is configurable Red Urgent Default Two or more calls waiting OR no agents logged in and available But this threshold is configurable 266 TOSHIBA Pedge UG 01 13 Expanded View IPedge Using Companion Applications Black Disabled the ACD queue is disabled either by a supervisor or by being after hours in the schedule To expand the information on an ACD group simply click on the Plus sign next to the status icon Other things you can do to a queue via right click menu include Chat Broadcast Send a broadcast chat message
348. the call is terminated and another is attempted from the same station the original COS is applied This allows selected users to override restrictions that are placed on any telephone in the system To perform Class of Service Override 1 Access a Primary or Phantom DN You hear a dial tone and the LED flashes at the in use rate 2 Press 471 Dial tone stops Your LCD prompts you to enter a code 3 Enter the COS Override Code four digits You hear a dial tone 4 Dial a telephone number Note For security reasons the override codes are only available on a selected basis See your System Administrator This feature enables you to enter an established call on a line you share with another telephone Up to two station users can enter an existing Central Office CO line to station call i e up to three stations can be connected to a CO line You can also use this feature if the station that is already connected to the CO line is in the Privacy Release mode Station users with Privacy Release can allow stations with the shared button appearance to enter their conversations even if the station entering the conversation is not programmed for Privacy Override Station users may make page announcements to telephones Check with your system administrator to find out the zone numbers for various paging TOSHIBA Answering a Page Group Page All Call Page SIP terminals as paged device Set SIP Station for Paging IPedge F
349. the LCD Display to start the dialing of that number e Drag and Drop to Create Speed Dial Button You can select a call and then use your mouse to drag and drop it to a Call Manager button e Drag and Drop to Add to Speed Dial List You can select a call and then use your mouse to drag and drop it to your Personal Directory e Additional Options Right click on the entry to access a menu of other functions e Call Now Dial the phone number using Call Manager e View Info Provides a read only view of all of the information about the call including the Notes Note You cannot change this information you can view and copy paste it to other applications Va Cel Information econ faze Year Day Time 2011 03 29 Tue 17 23 Dir In Phone 102351 KATZ YAMAGUCHI 00 01 14 Y IC e Lookup in Outlook Look up the telephone number in Microsoft Outlook and open any matching Contact e Listen to Call When the Tracer Integration is provided this button provides a link to Replay to allow the recording to be played back TOSHIBA 257 IPedge Using Companion Applications The following functions are available on the toolbar Find Similar Calls Filter icon Enables the Filters option pre configured with information to match the selected call This is very useful for finding calls made to or received from a certain person or phone number e Print Calls Printer icon Print
350. the Ready to Dial screen an optional User defined button can be provided with an action to be performed at the end of the call This TOSHIBA IPedge UG 01 13 Cc Adding Calls to the Dialer Adding Changing a Call Record IPedge UG 01 13 IPedge Using Companion Applications action could be anything but typical uses would probably be to open a Journal entry or pop up an after call survey form to take notes on the call 2 Personal Power Dialer Time to Place Call to Phone Result Completed y Try Later Okay 2 Personal Power Dialer Time to Place Call to Phone Name Account To 10206 Eric Subject fo Result Completed v Try Later 15 Minutes Other Okay Calls can be added manually imported or use drag and drop techniques as explained below First a call can be manually added or changed at any time by double clicking on a call in the dialer list The telephone number must be entered a name being called and optionally an Account Number and any Subject as needed The call can be scheduled by date or elapsed time The default date is Today but any date can be entered or a Calendar button is provided to pick a date for the call Any time can be entered or any elapsed time frame can be entered The pull down list shows some common elapsed times for placing the call The call record will need to be enabled to be dialed at the appointed time TOSHIBA 247 IPedge Using
351. the appropriate electric inspection authority or electrician as appropriate Important Notice Music On Hold In accordance with U S Copyright Law a license may be required from the American Society of Composers Authors and Publishers ASCAP or other similar organization if radio or TV broadcasts are transmitted through the music on hold feature of this telecommunication system Toshiba America Information Systems Inc strongly recommends not using radio or television broadcasts and hereby disclaims any liability arising out of the failure to obtain such a license Hearing Aid Compatibility Notice The FCC has established rules that require all installed business telephones be hearing aid compatible This rule applies to all telephones regardless of the date of manufacture or installation There are severe financial penalties which may be levied on the end user for non compliance Toshiba Telecommunication Systems Warranty and License Agreements For information relating to the End User Limited Warranty and License Agreements please refer to http www telecom toshiba com Telephone_Systems_Support warranty cfm WARRANTIES FOR NON TOSHIBA BRANDED THIRD PARTY PRODUCTS A valuable element of Toshiba s product strategy is to offer our customers a complete product portfolio To provide this value to our customers at the most optimal prices we offer both Toshiba branded and third party manufactured products that support our Toshiba IPedg
352. the centralized database View Change User Defined Actions PALO Action Count 19 Screen Pop Maxi Name Export call infotoafile Type Export Call Info Screen Pop Outlo j Run OAISYS Whi Pop Tigerpaw Ac Screen Pop Tele File Name FABE IMP Agent login Show all the info Screen pop Tiger Screen Pop ACT Attach account co Export call info to e Path 8 Filename Enter the complete path name for writing the exported file or browse to find the path 168 TOSHIBA IPedge UG 01 13 IPedge Actions Log Info to File This action writes a string of information to a text file This can be used to make a call log like personal SMDR and or to trigger actions in other programs A wide range of call and system variables see Action Variables on page 182 may be used to create the information to be written into the file View Change User Defined Actions O amp Action Count 21 Screen Pop Outlo Run OAISYS Whi Pop Tigerpaw Ac rf Screen Pop Tele Agent login Show all the info Screen pop Tiger Browse Screen Pop ACT R r or Y EYUY pa ra E ha AE H W de poo Ea Log String amp D amp t amp T8t 3B E H 10N 3S8 Export call info to EE Name Log to a file Type Log Info to File Log File Name C LOG LOG TXT Log Filename Enter the complete path name of the file to log the information Use the Browse button to find the file nam
353. this Call Manager extension in hours minutes and seconds This time does not include any time the call spent on any other extensions before or after being on this extension Acct Code Shows the account code if any that was attached to this call Customers often use Account Codes to indicate something about the call such as the Customer ID the result code of the call e g order was placed needs follow up unable to reach party was busy etc This account code could have been attached to the call prior to reaching this phone or it could have been added or changed by you while it was on your extension Call History logs the current Account Code when the call leaves the Call Manager extension TOSHIBA IPedge Using Companion Applications e Type This can either be IC or CO indicating the type of call internal or external It also indicates the Station ACD Hunt Group Announcement AA and voicemail Notes Shows the Notes that were taken during this call These Notes could have been attached to the call prior to reaching this phone and or they could have been added or changed by you while it was on your extension Call History logs the current set of Notes when the call leaves the Call Manager extension To Call Double click the desired number from the list Drag and Drop to Call You can select a call and then use your mouse to drag and drop it to either the Call window or
354. this PC IPedge UG 01 13 TOSHIBA 283 IPedge Using Companion Applications Logging Tab The logging tab window is used to enable the logging of all conversations to a file and define how the file is to be named Messages Response Bunons Features Logona Log Corversabons to a File C Ato Lagging Enatied Log Filename dlog Note if desired use od for date 1 for time or Gu foe username in the above filename to create unique filenames Log Silent Message Conversations To a File Auto Logging Enabled Enter a check mark in the box to log all Chat conversations to a file If you do not wish to log the conversations to a file take the check mark out of this box e View Log Button Click the View Log button to view your current log file Log Filename Enter a file name or click on Browse to select where you would like your files to be logged Use the variable d to log the conversation to a file name that includes the date For example if you had a Chat conversation on November 3 1999 you file name would be 110399 log Use t for the time The user will end up with a separate file for each chat Use the variable u to log a conversation to the file name of the user that you conversed with For example if you had a conversation with January your file name would be Jan log You can combine the use of the variables if desired For example the log file name could be CAPROGRAM FILES CTS CHAT d
355. time and becomes available to take a call Add Change Handler Rule Rule Name Trigger On Status is Idle r Trigger if DND Status DND is On or Off ACD Agent Status Wrap up is completed and Agent is Available Actions to Take Immediate Action Pop Tigerpaw Account v Browse ne Do Not Disturb Status Select whether the station is to be considered idle when the DND Status is ACD Agent Status Check the box to trigger when an agent goes idle after completing the wrap up e Change in DND Status Whenever the DND or message status change takes place the message set is checked to see if it matches the defined conditions Add Change Handler Rule Rule Name Trigger On Change in DND Status Trigger if DND Change On or Off Affected Phone My Phone Actions to Take Immediate Action Pop Tigerpaw Account v e Do Not Disturb Change Select the DND Status change to cause the trigger For the item with a message to match enter the 194 TOSHIBA IPedge UG 01 13 IPedge Personal Call Handler beginning characters of the message See Like Matches and Unlike Matches for use of wildcards Affected Phone Select whether this rule will be based upon My Phone or My Secondary Extension e Outlook Calendar Appointment An event that occurs at the start time of the appointme
356. to the Calls Display IPedge UG 01 13 TOSHIBA 259 IPedge Using Companion Applications ACD Viewer 260 The Call Manager ACD Viewer program allows Call Manager users connected to Strata ACD to view the status of all ACD groups in which they are members lt shows the operating status of each group and as the group becomes busier it changes colors and can provide warning sounds to alert you of status changes You can expand each group view to see the number of calls and the status of each of the agents and supervisors in the group Each group contains a My Status icon showing your own status in the group logged in logged out busy in wrap up etc and when you right click on your icon you can change your status The ACD Viewer is fully integrated with the Call Manager Chat so you can easily place a chat call to a supervisor or another agent by simply right clicking on that person s icon Plus you can broadcast a chat notification to all agents and supervisors in the group ACD Viewer appears by default as a companion application tab Note Strata ACD must be operating in Enhanced Mode for ACD Viewer to be used e D amp lt TOSHIBA Strata Cal Manager x 7 f Home Actions Preferences Tools ie E 8 Actions List 18 Screen Pop ACT 2000 v l db New Action 2 Edit Test Action E Copy Action Delete Action Actions List x10302 10 25 AM Thu Dec 3 ACD x10540 Total Calls No Calls Chat DN
357. ton is pressed Optionally the label can be changed to meet your needs Press Save to keep your new settings Trunk Access Code g Home Area Code 480 Dialing Outside Numbers Dial same as User Dialed C Use Local Dial Plan Use SERVER Dial Plan Check Plan Power Dialer V Enable Action button on Ready to Dial screen Label Lookup Action Screen Pop Outlook y V Enable Action button on Call Results screen Label Lookup Action SC Ai Save Cancel Advanced Topics Import File format ASCII text files can be easily imported by the power dialer as long as the file format is as follows One record per line with the following fields Name Required must be non blank Phone Required must have a minimum of 4 digits can have punctuation e g 480 496 9040 e Account code Optional e Subject Optional Date Optional if not provided Today is assumed e Time Optional if not provided Now plus 5 minutes is assumed e The fields within each record can be either Tab delimited or comma delimited however the entire file must be one format or the other cannot mix formats within a file Comma delimited fields can should use quotation marks around any field containing a comma For example Jones Skip 480 496 9040 1111 Sample 1 2 3 A maximum of 1000 records can be imported Automatic Imports The Dialer will automatically
358. trieved You can pick up a call that is ringing another station s extension a call placed on hold at another station and other types of calls When you pick up an internal call the calling station and the called station display on your LCD One or more stations can be assigned to a pickup group there are a total of 48 pickup groups available You can easily pick up ringing calls on other extensions Ringing calls include new transferred internal or external calls You will have the ability to pick up calls for other extensions in your group and other groups as well See your System Administrator for group assignments This feature picks up ringing or held calls including Group Page and All Call Page calls If these types of calls occur at the same time the pickup priority is station to station and then Page calls in the order of occurrence In some systems this feature can be applied to pick up All Call Page exclusively Press the buttons shown in the table below for the desired Pickup feature To Pick Up Press Ext Button then dial access sequence below Directed DN A call ringing or held at the Extension Number 5 6 Ext No A call Ringing held or parked at the Ext No 5 29 Ext No Group A call ringing a member of your pickup group 5 34 Directed Ext A call ringing on any line of this Primary Ext No 5 5 Primary Ext No Directed A call ringing an extension in this Pickup Group 5
359. ts e Press Privacy on Line to set privacy The LED lights steady red Others are blocked from entering your outside line calls when they press a common Line e Press Privacy on Line again to cancel the feature The LED turns Off TOSHIBA Redial Speed Dial Personal Speed Dial Making a Call Using Speed Dial IPedge Feature Operations Use this button to redial the last number dialed from your telephone e To redial the last number press Redial or 0 Speed Dial SD enables you to dial a sequence of up to 32 digits with a shorter code Dial sequences can include telephone numbers authorization codes passwords feature activation codes and pauses Speed Dial may be used to originate a call or invoked after a call is established There are two types of Speed Dial e System SD All telephones in your system can share a list of up to 800 System Speed Dial numbers under the exclusive control of the System Administrator In some cases System Speed Dial enables you to reach numbers that you would not be allowed to dial directly from your telephone e Station SD Your System Administrator allocates a block of up to 100 personal SD numbers 10 per telephone You have exclusive use of them and you can create and change them from your own telephone If you have a 9 Line LCD telephone you can assign names to your station SD numbers to appear on the Personal SD Directory display 1 See your System Administrator to check how
360. ts and are recorded by the system along with the details of the calls which can be printed on a Station Message Detail Recording SMDR report The list of accounting codes that can be verified is limited to 800 Each code entered may be flagged whether it is to be used for verification prior to the call be placed or whether it is used for changing the restriction level for that call or both Table 14 Account Code Data FIELD Account Code DRL DESCRIPTION Enter the code to be used as a valid accounting code that the user will be expected to dial The Registered Digit Length FB02 must be greater than or equal to the Verified Digit Length FB01 Possible values 4 15 default 6 This option allows a station user change the DRL assigned to the station in Prg 200 260 etc by dialing an account code The DRL of the an account code will be applied to a call when this Verified Account Code is entered Possible values 0 16 default 0 Notes If O is set the DRL of the station will not change when the station dials the account code in this case the DRL set for the station in Prg 200 260 etc will be applied to the call even if the station dials the account code 1f 1 16 is set the DRL of the station will change to the DRL selected here when the station dials the account code in this case the DRL set for the station in Prg 200 260 etc will be overridden to the call TOSHIBA 315 IPedge IPedge Enterprise Manager
361. u specify to the caller e Show Offline Users in lt lt Everyone gt gt Check default setting to show both online and offline users in the lt lt Everyone gt gt group Remove the check mark to only show online users Save Setting Save As Local Machine Data Click to enable this option if the settings are to apply to all users of this PC Save As Current User Data Click to enable this option if the settings are unique for each user of this PC IPedge UG 01 13 TOSHIBA 237 IPedge Using Companion Applications Logging Tab The logging tab window is used to enable the logging of all conversations to a file and define how the file is to be named Messages Response Bunons Features Logona Log Corversabons to a File C Ato Lagging Enatied Log Filename dlog Note if desired use od for date 1 for time or Gu foe username in the above filename to create unique filenames Log Silent Message Conversations To a File Auto Logging Enabled Enter a check mark in the box to log all Chat conversations to a file If you do not wish to log the conversations to a file take the check mark out of this box e View Log Button Click the View Log button to view your current log file Log Filename Enter a file name or click on Browse to select where you would like your files to be logged Use the variable d to log the conversation to a file name that includes the date For example if you had
362. u to capture screens crop pictures scale highlight color and change pen widths The file menu has the following options e Open takes you to an Open window to find a file etc to share e Close closes the whiteboard application e Save as lets you save the whiteboard Send as email brings up an email message window where the whiteboard is attached as a jpg file and you can add you contacts in the To and cc fields e Setas wallpaper e Print prints the whiteboard Exit Whiteboard Capture Screen Crop Picture Scale Picture Hightlight Color Pen Width gt File Edit View Whiteboard Open Close Save As Send As Email Set As Wallpaper Print Exit s Similar to the above you can use the Edit menu to cut copy edit paste delete clear and clear highlighting The View menu contains Chat Box Canned Replies and Whiteboard 278 TOSHIBA Drag and Drop Files Send Whiteboards as Email Save Whiteboards Save As Whiteboards Setup IPedge Using Companion Applications Files can be shared using the Whiteboards A file such as a JPG file can be dragged onto the White Board window and the image will display on the other s shared window Also other files can also be shared such as Word documents These files will be shared and require an appropriate application on the other PC to open that file For example if Word is running on the other PC the Word document
363. ule it for future delivery See this chapter for more information on these options and follow the prompts in the system to use these features 1 Call the voice messaging system and press 2 from the subscriber s menu to record a message Press any key after recording 2 Press 0 3 4 to send the message as priority and confidential Address your message When you send a message as priority and confidential the system will also provide you with the option to send the message with return receipt and or schedule it for future delivery See this chapter for more information on these options and follow the prompts in the system to use these features When sending a message to a subscriber s inbox you can request a confirmation that the recipient received and listened to the message A notification will be delivered to your inbox after the message has been listened to 1 Call the voice messaging system and press 2 from the subscriber s menu to record a message Press any key when you are done recording 2 Press 0 5 to send your message with return receipt Address your message You can request that the system notify you if a message you send to a subscriber is not heard A notification will be delivered to your inbox if the message is not listened to by a date and time that you designate 1 Call the voice messaging system and press 2 from the subscriber s menu to record a message Press any key when you are done recording 2 Press
364. ultiple items Drag the mouse to select multiple items Click the Delete tab button to delete any tab However deleting the tab does not delete it permanently it s more like hiding it from view All deleted tabs can be re added with the Add button Also not all information is lost For example deleting the history tab will not clear the history log Deleting a buttons tab will not re initialize all the buttons the next time a buttons tab is added The same is true of the dialer your planned calls are will still be there when you re add the application though they will not fire unless the application is running The only exceptions is the Browser tab the browsing history may be lost since deleting a web browser tab and adding a new one always starts on a new blank page z o y a Sa Delete Companion Application x Companion Applications Tab Name FE 0 History ES 1 Chat ES 2 Contacts ES 3 Dialer ES 4 More Buttons ES 5 Web Browser 4 m 3 Click the revert button highlighted in red to bring all the companion applications back to the main window as tabs TOSHIBA IPedge UG 01 13 Buttons 1 3 This chapter shows how to use and add delete or edit button and button banks Programmable To access Buttons Buttons There are three methods to access buttons and then the Buttons 1 Click on the Personal Call Handler button tab ES n x Personal Call Handler Buttons Front Des
365. user Preferences 134 V value 171 variables 182 system 184 views screen docked 120 voice first signaling 22 voice mail 306 conference 49 volume control 28 voluntary account codes verified non verified 37 W WAV file 171 web access 15 web browser 172 web keys 164
366. using the MSCONFIG utility Popup window The SoftIPT window pops up when receiving a call Use Default Microsoft Outlook Profile As shown below in Using the Directory SoftIPT can use MS Outlook not Outlook Express as its directory If multiple Outlook profiles are set you can select one of the profiles when launching SoftIPT if this box is unchecked See To check how many Outlook profiles are on your PC on page 33 If you have only one profile select Always use this profile and check the Use Default Microsoft Outlook Profile box If you have several profiles and choose one of them select Prompt for a profile to be used see Figure on Page 34 and uncheck the Use Default Microsoft Outlook Profile box see Figure on Page 31 Auto Login on start up If you uncheck this box you can input an extension number every time you log in See IP User Mobility in the CIX General Description and Programming Manual Volume 1 for details TOSHIBA IPedge SoftIPT Fields Description Allow SoftlPT to run in the background This option dictates what happens when you press the close X button in the upper right corner of the SoftIPT main window e Run in the background if this box is checked Exit SoftIPT software if this box is unchecked Note Ifthe SoftIPT icon is still on the system tray at the bottom right corner of the PC then SoftIPT is still
367. utton companion application can be assigned one of the 8 global banks which each have 64 buttons You can have eight instances of the More Buttons companion applications to ensure that you have enough buttons in Call Manager All buttons can be programmed by the user for the following For more information refer to Chapter 13 Buttons Feature Code Speed Dial System PBS Commands User Defined Actions ACD keys DSS Extension Key Web Key Run Program TOSHIBA 299 IPedge Using Companion Applications Web Browser Call Manager provides an integrated web browser window for access to Internet or Intranet locations or direct access to local HTML files In addition to basic browsing you can create custom web applications to extend the functionality of Call Manager for your business For example your call center could have incoming calls automatically open the Call Manager browser window to a Caller Survey page The Call Survey page could display information about the caller and display an answering script the agent could use to guide the conversation The web page might also allow the agent to enter answers from the caller into HTML forms and submit the results to a company web server The Call Manager Web Window is based on Microsoft Internet Explorer You must have Internet Explorer 6 0 or higher installed on the PC ACD Viewer History Contacts Dialer More Buttons WebBrowser Chat Buttons
368. ve As Whiteboards Setup IPedge Using Companion Applications Files can be shared using the Whiteboards A file such as a JPG file can be dragged onto the White Board window and the image will display on the other s shared window Also other files can also be shared such as Word documents These files will be shared and require an appropriate application on the other PC to open that file For example if Word is running on the other PC the Word document will open on the other PC The user will be capable of using the Pen Tool to mark areas on the document when viewing the White Board screen To make changes on the document requires switching to Word editing the document saving the file and then sending the edited copy back to the originator Using this tool opens your e mail service on your PC takes a snapshot of the Whiteboards including all pen marks and attaches the image as a JPG file to the new e mail message You then can address the e mail create a subject and type a message to go along with the attached file Using this tool causes a snapshot of the Whiteboards to be saved as a JPG file The screen opens to a Save window to allow you to choose the file name and location for the file to be saved The default location is under your Documents and Settings lt user name gt Local Settings Application Data Toshiba Strata Call Manager The Chat application Setup menu provides access to the Whiteboards Preferences
369. w messages in your mailbox To access the New User Setup at any time in the future press 7 from the main system options menu TOSHIBA 65 IPedge Messaging Features Check New Messages Review saved messages Envelope Information 66 Most organizations have a message indicator light on office phones By default the message indicator will light up when you have a new voice message but some system administrators will also set it up to indicate when you have a new fax message To check new messages and access your voicemail box 1 You will need the following information Phone number to call the voice messaging system this may be different from inside and outside of the organization Your mailbox number e Your security code password 2 From the Subscriber s menu press 1 to review new messages The system will play any priority stamped messages first You can also receive a text message to your cell phone or pager when a new message arrives or set up a call out where the system will call any designated phone number e g a cell phone or home phone when a message has been left in your voicemail box Saved messages are messages you have already heard and saved A message is moved to your saved messages when you press 1 during or after message playback The length of time a saved message is kept before being permanently deleted for example 30 days is set by your system administrator Your system administrat
370. w you to manually select the person Msg_Type leave blank future feature e Message Message to be sent When using Call Manager call and system variables can be used in the message Send_Option or C e send message immediately C or blank type message into user buffer but wait for user to press SEND Example The user sits at the front door and acts as the receptionist and needs to inform people when someone is waiting in the lobby 1 In Call Manager create a User Defined Action using the type Send DDE Msg and name it appropriately In App Name Topic enter MSGPOP SYSTEM In DDE Message enter CALLEXT Your visitor is waiting in the Lobby NoteNo extension was specified to allow the person to choose whom the message is to be sent 4 Add Edit Action xl Name App Name Topic MSGPOPISYSTEM Visitor Waiting e Topic MSGPOPISYSTEM TE DDE Message 2S CALLEXT Your visitor is waiting in the Lc Send DDE Msg y J Run Program if Not running Save Program EXE Cancel Show Test 2 Choose a key on Call Manager right click and select Change Key Name the key choose the colors and select a type as User Defined Actions Select Visitor Waiting from the list of actions and Save TOSHIBA 285 IPedge Using Companion Applications Command 2 Open a Chat Format CALLNAME Name Msg_Type Message Send_Option where esoo User CALLNAME The com
371. want to receive a Chat response you can send a Broadcast Message You can receive a response to a broadcast by selecting the Give Chat Back option in the broadcast dialog 2 Double click on the person with whom you wish to converse or Right click and choose Chat Call from the menu This will bring up a Silent Message Conversation window which is used to send and receive messages opening a chat conversation Chat can only be between two users You cannot have a multi way chat more than two users You can have multiple two way chat conversations To Answer a Chat Call 1 A Silent Message Conversation window will automatically pop up showing who is calling you and a sound will play based upon your Preference Settings 2 You must respond within 30 seconds to this message or the caller will get a message User did not respond However the 30 seconds setting is configurable 3 Ongoing conversations follow those described in To Send a Text Message and Options During a Chat Conversation TOSHIBA 225 IPedge Using Companion Applications To Send a Text Message 1 Press a pre programmed Response button or Type the message into the text box at the bottom of the window and press either the Send button or the Enter key on your keyboard shown below EE Daniel e x10206 Silent Message Conversation BAR E Edit View Chat Chat Box 08 38 Danny Hello 08 38 Daniel Hello x Conversation with Daniel x102
372. when the popup will occur Always Any Info Attached or Any Priority Info TOSHIBA 173 IPedge Actions Popup Phone This action causes a popup Restore of the Call Manager screen from an Screen icon View Change User Defined Actions E Action Count 27 A Y Phone screen Type Popup Phone Screen Attach account co a gt ita Export call info to Log to a file Minimize Phone Screen Size Last Size Used e Modify call info Play wave External browse Internal browser Extra Call Info Phone screen Phone Screen Size Select the size for Call Manager s main screen The choices are to restore to the Last Size Used Small or compact view or Large or expanded view When Call Manager is docked to the top or bottom Call Manager restores to settings defined in the Preferences Docking tab Run another This action triggers the running of another program on the PC Program View Change User Defined Actions i ee pee amp Action Count 28 ttach account co 2 Name Run TypelRunanother Progam E Export call info to L bos Log to a file Minimize Modify call info Program EXE CAWINDOWSINOTEPAD EXE Play wave External browse So ie Paramaters CAFILES J TXT Extra Call Info ated mio att Phone screen Program EXE Enter the name and path of the program to be run In the example above the program is Outlook exe Use the Browse button to find the
373. wing User Not Available along with any return message they provided If they didn t setup a return message the text Do Not Disturb will be shown To Clear Do Not Disturb To Clear the DND Status Clear the DND Check box IPedge UG 01 13 TOSHIBA 275 IPedge Using Companion Applications 276 Response Buttons All buttons can be changed on line from the Silent Message Conversation window The first 8 buttons can have their responses defined in Chat Settings all others can only be defined using the following procedure To Add Change Text in Response Buttons e Right click on the button and a drop down menu appears Select Edit to edit the button The dialog box shown below appears You can change the caption the type the text and whether to send immediately Response Button Caption Type Send Text As Push URL Text Hello Send Immediately 4 Caption Type in a caption for the button When Button is Pressed Select what the button will do when pressed by choosing one of the following e Send Text will send a text string to the other party on the chat call Push URL will send a URL to the other party on the chat call and pop open a web browser window to that URL However the pop open url can be disabled by the receiver Send Text Message Immediately Check the box if you are sending text and you would like to send it immediately without clicking on the Send
374. wish to set up a distribution list that includes all members of your team especially if you send them frequent voice messages There are two options for distribution lists private and global public When you set up a private group distribution list only you can access and manage this list A global group distribution list is set up by a system administrator for everyone to use but only the system administrator may add or delete members delete the list or listen to members of the list From the Subscriber s menu enter 3 6 1 to create a new group Select a number to save the list under followed by You can select any number from 1 to 5 digits The system will prompt you to record a list name The list name will help you identify the list in the future To save the name and continue press To listen to your recorded name press 1 to re record press 2 to delete press 3 After you save the recording you will add members to the list you just created Select prompt 4 and the list number followed by To add members press 2 Enter the first mailbox of the person you wish to add The system will confirm the addition Continue entering any additional members Press when finished You can add members to a pre existing distribution list at any time 1 2 3 From the Subscriber s menu enter 3 6 4 Enter the list number you wish to make changes to followed by To add a new member press 2 and the new mailbox numbe
375. yourself The last option is not practical when using a database or using hot key dialing since other applications don t know what is a valid number to dial including entering a trunk access code when needed If your System Administrator has set up the Server based Dial Plan this is the best choice and will save time oy Setup Preferences sz p General Diaing advanced Docking Trunk Access Code 9 Voice Mail Transfer Access Code 407 Home Area Code 714 Dialing Outside Numbers Dial same as User Dialed Use Local Dial Plan Use SERVER Dial Plan Check Plan Power Dialer 7 Enable Action button on Ready to Dial screen Label Lookup Action 7 Enable Action button on Call Results screen Label Lookup Action e Trunk Access Code This must be set to the access code you need to dial to get an outside line or trunk Making outside calls using Speed Dial keys or dialing from another program a Trunk Access Code will automatically be dialed to access a trunk before dialing the phone number e Voice Mail Transfer Access Code Specify the feature access code to transfer the call to the specific mailbox is assumed and automatically inserted for the first digit Home Area Code Your local area code should be defined here This is used only when you choose to use the Local Dial Plan TOSHIBA Padua lie 01 13 Dialing Outside Numbers Dialer

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