Telstra VVX 500 Media Phone Feature Guide QSetup
Contents
1. e Press the Back soft key to return to the previous screen 35 Headsets You can connect an Analogue headset to your phone When the headset button is pressed it illuminates green All calls received will be answered through the headset When the headset is activated Mute and Volume will take effect on the headset device 36 Enabling Headset Memory Mode You set up your phone so that all incoming and outgoing calls use your headset At any time you can switch to handset or speaker mode e From the Home Screen e Select Settings icon ES e Select Basic e Select Preferences e Scroll down and select Headset e Select Headset memory e Scroll down and select Enabled e Press the Home button to return to the home screen e To access Headset memory mode press the headset key twice e The headset button will flash when enabled 37 Warning icon If your phone is unable to perform certain tasks a warning icon will display in the status bar The warning icon lets you know that your phone has one or more issues that you should know about Contact your Customer Group Administrator to advise them of this issue 38 Voice Portal Message icon First time login setup e From Line view press the voicemail Dg icon to access voicemail OR Page 8 Telstra VVX410 Call Centre Phone Guide e From the Home view select the x Messages icon Wk and select Message Centre e Enter a passcode when prompt2. uses Feature Access codes to activate them Telstra VVX 410 Call Centre Phone Guide November 2015 26 Call Forwarding There are 3 Call forward options which can be set from your handset using either soft keys or Feature Access Codes Call Forward Always Call Forward No Answer Call Forward Busy Call Forward Always activation To forward all your calls to another number e Press the Forward soft key e Select Always e Enter the required number to forward your calls to e Press the Enable soft key AF An arrow kai is displayed on the phone screen next to your phone number Call Forward Always deactivation e Press the Forward soft key e Select Always e Press Disable Call Forward No Answer activation To forward your calls to another number if not answered after a specified number of rings e Press the Forward soft key e Scroll to No Answer and select e Enter the required number to which to forward your calls e Scroll to the Forward After Rings field and enter the required number of rings 20 rings is the default e Press the Enable soft key Call Forward No Answer deactivation e Press the Forward soft key e Press Call Forward No Answer Scroll and select No Answer e Press the Disable soft key Call Forward Busy activation To forward your calls to another number if you are engaged on a call e Press the Forward soft key e Scroll down and select Busy e Enter the required number to which to
3. as an Agent Call Centre feature While Signed in and not on a call e Press the More soft key e Press the ASignOut soft key 9 Changing Agent state from Available to Unavailable Call Centre feature When and Agent is signed in and not on a call to change your state to Unavailable e Press the More soft key then the Unavailable soft key e Enter an Unavailable code or press 0 for no code press Select Calls are not routed to the agent on their call centre line while in the unavailable state Calls will still arrive on an agent s non call centre line if they are on a Call centre call 1 48 PM Agent State Unavailable amp 394750750 W New Call Forward DND When and Agent is signed in and not ona call to change your state to Available e Press the More soft key then the Available soft key Telstra VVX 410 Call Centre Phone Guide November 2015 Calls are routed to the agent on their call centre line while in the available state Active Call View 10 Incoming calls information displayed Call Centre feature An incoming call causes the phone to ring Queue information for an incoming call centre all is automatically displayed tf Ti TWS5_PROVISIONING_VOICE_BB 0751 Answer Reject Forward More e Press the Answer soft key to answer the incoming call OR e Lift the handset OR e Press the Speaker or Headset button to answer the incoming call 11 Calling Placing a Call On hook diallin
4. forward your calls e Press the Enable soft key Call Forward Busy deactivation e Press the Forward soft key e Scroll down and select Busy e Press Disable soft key Call Forwarding is not available on Shared Lines 2 Do Not Disturb activation When you enable Do Not Disturb DND you prevent your phone from ringing All incoming calls are sent directly to voicemail All calls received while DND is enabled will be displayed in your Recent Calls list e From Line View e Press the Do Not Disturb soft key DND e The Do Not Disturb icon displays on screen when enabled e Or Page 6 Telstra VVX410 Call Centre Phone Guide e From Home View R e Select DND icon E 28 Do Not Disturb deactivation e From Line View e Press DND soft key and DND is disabled e Or e From Home View e Select DND tm e The Do Not Disturb Service has been turned off 29 Conference Calls While engaged in one call e Press the More soft key and select the Confrncn soft key e Enter the required number or extension of the second party When the call connects e Press the More soft key and select the Confrnen soft key All parties are connected in a three way call To end the conference e Press the End Call soft key Telstra VVX 410 Call Centre Phone Guide November 2015 Note If either of the other two parties hang up your call with the remaining party stays intact If you hang up the other two parties will be disco
5. or after a call Disposition codes need to be configured and activated by your Customer Administrator in order to use this feature Disposition Codes during a call Whilst in a call select the More soft key then the Disp Code soft key ASignOutDisp Code Trace e Manually enter the code using the phone keypad e Press the Enter soft key on the phone Disposition Code Mode Enter Cancel Entering a disposition code does not impact the ongoing phone call Disposition Codes after a call After a call is complete select the More soft key then the Disp Code soft key e Manually enter the code using the phone keypad e Press the Enter soft key on the phone If the disposition code is not accepted the agent will hear an announcement advising them the code is not accepted 18 Ending a Call e Hang up the handset OR Page 4 Telstra VVX410 Call Centre Phone Guide e Press the End Call soft key 19 Transfer a call Blind transfer Blind Transfer enables you to transfer a call to another party without announcing the call prior to transfer e During a Call press the Transfer soft key e Tap the Blind soft key e Enter the transfer destination number e Your call will be transferred automatically 20 Transfer a call Consult transfer Consult Transfer enables you to transfer a call to another party with consultation e During a Call press the Transfer soft key e Enter the transfer destination nu
6. relevant soft key 5 Adjusting the Ringer Handset Headset Volume e During acall press the to adjust the call volume e While the phone is idle to adjust the Ringer volume press the volume buttons 6 Line View Line View Is your phones default display Line View displays all your phone lines your favorites and soft key tabs Wed Apr 9 hs 353950708 0709 New Call Forward DND If your phone is idle you can e Press a line to access the Dialer e f your phone has calls the phone line indicates the number of calls you have and if they are active or held e An active call displays a green border e A held call displays as a red border The Telstra VVX410 VVX500 and VVX600 phones allow users with the Premium Call Centre licence assigned to them to utilise the additional specific agent supervisor call centre features on these phones via new soft keys Features such as signing in and out changing agent state entering disposition codes wrap up codes if they have been configured escalating or performing an emergency transfer to a supervisor 7 Signing in as an Agent Call Centre feature With an idle phone and from the Line view screen Press the ASignin soft key the top line header of the phone displays Agent State Available 1 34 PM Tue 17 Mar a 394750750 New Call Forward DND ASignIn Agent State Unavailable Page 2 Telstra VVX410 Call Centre Phone Guide 8 Signing out
7. then the Join soft key Note If the agent initiator hangs up the handset all parties will be disconnected 23 Trace Call Centre feature e Whilst in a call pressing the Trace soft key sends a call trace request to the Application Server Page 5 Telstra VVX410 Call Centre Phone Guide Entering a call trace request does not impact the ongoing phone call After a call is terminated selecting the More soft key then the Trace soft key sends a call trace request An announcement acknowledges the success or otherwise of the trace request being accepted Note You must be assigned the Customer Originated Trace service to use this capability This service must also be previously arranged with Telstra 24 Wrap Up Call Centre feature When configured by the Customer Group Administrator after call termination the agent will automatically be placed into the Wrap up state for the duration of the wrap up time The text Wrap up will appear at the top of the screen of the phone This will disappear after the wrap up timer has expired The handset does not require a Wrap up soft key or configured speed dial 25 Supervisor Functionality Call Centre feature A Supervisor has the following additional call centre features available Silent Monitoring Night Service Manual Override Activation Deactivation Forced Forwarding Activation Deactivation These features do not have soft keys assigned to them A supervisor
8. Telstra VVX410 Call Centre Phone Guide VVX410 phone If you are required to initially configure your IP phone you will be advised of the Username and Password This information only needs to be entered once via the QSetup soft key e Press the QSetup soft key e Select the Server User field e Enter the Server User credentials obtain this information from Telstra it will be your phone number e Press the OK soft key e Scroll down and select the Server Password field e Tap the Mode soft key and ensure 123 is selected to select numbers e Enter the Server password This is a 16 digit number that will be supplied by Telstra e Select Save Config to Save the Config e Your phone will automatically reboot Telstra VVX 410 Call Centre Phone Guide November 2015 Note 1 Restarting the phone may take a few minutes Note 2 If your phone has been preconfigured the QSetup soft key will not be visible Note 3 This is only required for phones that are on DMS Device Management System platform 2 Home View Home View shows the main icons a 1 DK Messages Directo ries Forward C A EN Settings Applications Use the Page Indicator icon C if there are multiple pages to move through the pages Alternatively you can Swipe the screen to display additional icons New Call Press New Call to display Dialler e From the Dialler you can enter a number or URL and place a call e From the Dialler you can acc
9. access your Greetings menu e Press 2 to change your Mailbox Busy greeting e 1 Record your Name 2 Change your conference Greeting Go back to previous menu Repeat menu Change your mailbox No Answer greeting e Tap the Messages icon a e Enter your passcode and press e Press 1 to access your voice mailbox e Press 3 to change your Mailbox No Answer greeting Record new No Answer Greeting Play current Greeting Revert to system default Greeting Return to Voice Messaging main menu Repeat menu ON 41 Listen to Messages Your phone may indicate you have Voicemail messages by the following e Amessage counter in the Home View 6 e Amessage icon in the status bar a e lf you have more than one message the icon will display a counter indicating the number of messages e Amessage icon also scrolls under the Date and Time display To listen to Voicemail e Press the Message Button Ds this will direct you to your voicemail where you will follow the prompts to retrieve your messages ORr e From Home View select the Message Page 9 Telstra VVX410 Call Centre Phone Guide e Select Message Centre this will direct you to your voicemail where you will follow the prompts to retrieve your messages 42 Voice Messaging main menu Listen to your messages Change your mailbox Busy greeting Change your mailbox No Answer greeting Compo
10. d arrow to view favorites e Press the left arrow to view received calls Page 7 Telstra VVX410 Call Centre Phone Guide To Delete a List e Highlight the call list and select the More soft key e Press Clear soft key e Amenu will display listing all Calls Missed Calls Received Calls Placed Calls Displayed Scroll onto the required list and press the Select soft key 32 Adding a Speed Dial e From Line View e Hold down a spare line button e Enter the First Name e Using the down arrow on the navigation button scroll down e Inthe Contact field enter a phone number or Feature Access Code e Press the Save soft key 33 Ring type To change your ring type From Home View e Select Settings icon e Select Basic e Scroll down and select Ring Type e Scroll to select the Ring type option e Press the Play soft key to listen to the tune e Press the Back soft key three times to return to the Home view screen Telstra VVX 410 Call Centre Phone Guide November 2015 34 Backlight display To change the Backlight display of the phone screen e From the Home View screen select the Settings icon e Select Basic e Scroll down and select Backlight Intensity e Select Backlight On Intensity and choose either High Medium or Low e Select Backlight Idle Intensity and choose either High Medium or Low e Or e Select Maximum Intensity e Select the Up or Down soft key to adjust the intensity
11. e The Call Waiting tone indicates another call to your line e Press the Answer soft key to switch to and answer the incoming call The initial call is automatically placed on hold e By scrolling and selecting you can toggle between the active and held calls e Press the Resume soft key to resume your conversation You cannot receive additional calls while both lines are engaged Telstra VVX 410 Call Centre Phone Guide November 2015 15 Placing a Call on Hold e Press the Hold soft key To return to the call e Press the Resume soft key To make another call while the original caller is on hold e Press the New Call soft key enter the required number If multiple calls are on hold e Scroll to the call on hold and select it and press the Resume soft key To join all three parties onto an impromptu conference call e With 2 calls in progress 1 call on hold and 1 call active e Press the More soft key and then the Join soft key 16 Muting the microphone While Mute is activated you can hear all other parties however they cannot hear you e During acall press the mute button The mute button is illuminated in red e To turn off mute press the mute button again 17 Disposition Codes Call Centre feature Disposition codes or wrap up codes are additional codes that can be applied to call centre calls to tag those calls with additional information Disposition codes can be entered during a call
12. ed after your initial login you will need to change your passcode It is essential your passcode be changed for security reasons It is important to keep your new passcode private e Record your name when prompted e Press the hash key e Follow the prompts to save the recording or re record your name 39 Login to the Voice Portal From your own phone e Press the Messages bution Ds or dial the Voice Portal extension e Enter your passcode followed by the hash key e Press 1 e Press 1 again From another phone in your group e Press the Messages button Ds or dial the Voice Portal extension e Press the star key during the greeting e Enter your mailbox ID your extension e Enter your passcode followed by the hash key Telstra VVX 410 Call Centre Phone Guide November 2015 From a phone outside of your group e Dial the Voice Portal phone number e Enter your mailbox ID your extension followed by the hash key e Enter your passcode followed by the hash key 40 Voice Portal Main Menu Access your Voice Mailbox Change your CommPilot Express profilet Go to the Greetings Menu Change your Call Forwarding options Make a Call Change your passcode Exit the Voice Portal Repeat this menu Only available if assigned oo eS eS SS Change your mailbox Busy greeting e Press the Messages button aX e Enter your passcode and press e Press 3 to
13. ess the Directory Recent Calls and Favorites ummm Messages Press Messages to access your Voicemail Messages Directories Directories allow you to view all the contacts in your Local Contact Directory e From your Directory you can add and search for contacts as well as quickly access the Dialler Recent Calls and Favorites Forward Allows you to enable disable your call forward always no answer or busy settings atm DND Allows you to enable disable Do Not Disturb Calls cannot be received when enabled Settings Press Settings to access features and settings to customise your phone 2 Applications Tap Applications to view custom applications configured by your CGA Page 1 Telstra VVX410 Call Centre Phone Guide 3 Navigating the Screen To enter the Home View main menu press e To return to the Line View press e To select a menu item e press the Home button e scroll through the icons and select the relevant option ie settings or directories by e pressing the Select button in the middle of the Navigation buiton e Scroll through the menu items using the down arrow on the Navigation button and Press the Select soft key To return to previous screen e Press Back Telstra VVX 410 Call Centre Phone Guide November 2015 4 Soft Keys The VVX410 has four soft keys at the bottom of the phone The contact sensitive tabs appearing on the screen relate to the
14. g e Enter the required number and press the Dial soft key or lift the handset OR e Lift the handset and enter the required number Making an outgoing Call Centre call e Press 80 e Dial the required number The Call Centre number and not your personal extension number is displayed to the called contact e Press the Dial soft key 12 Placing a Call Using the handset e Lift the handset and enter the required number by using the phone keypad Using the speakerphone e Enter a number e Press the Dial soft key OR e With the handset on hook press the New Call soft key enter the phone number by using the phone keypad 13 Answering a Call e Lift the handset OR e Press the Answer soft key Or e Press the green flashing line button e This view displays the name and number of the person you are talking with and the duration of the call e From Active view you can Hold End Call Transfer or select the More soft key for additional options Page 3 Telstra VVX410 Call Centre Phone Guide Wed Apr9 10 19 lito Line 353950708 1 call b From Anne Elk 0 02 353950728 Hold End Call Transfer More Answering on a Shared Line If you share a line with another phone you can answer Calls as described above If you answer the call and place it on hold anyone who shares your line can resume the held call 14 Call Waiting If the Call Waiting feature has been turned on while engaged in a call
15. mber When the party answers announce the call e Press the Transfer soft key again to complete the transfer If the party refuses the call prior to completing the transfer e Press the Cancel soft key to be returned to the original caller Telstra VVX 410 Call Centre Phone Guide November 2015 21 Emergency Call Centre feature Using the Emergency feature allows a 3 way call to be set up with a Supervisor Agent and caller Whilst in a call Press the More soft key twice then the Emergcy soft key e Enter the phone number of a Supervisor into the Emergency Escalation field e Press the Enter soft key to establish the 3 way Call 1 51 PM Tue 17 Mar R Line 394750750 1 call To VVX300 01 0 39 0453950715 Disp Code Emergcy Trace Note If the agent initiator hangs up the handset all parties will be disconnected 22 Escalate Call Centre feature The Escalate function enables an agent to consult with a supervisor whilst placing the Original caller on hold All 3 parties caller agent and supervisor can then be joined into a 3 way conference call Whilst in a call press the More soft key then the Escalate soft key 1 50 PM Tue 17 Mar 1 Line 3947 1 call Ea To VVX30 0 16 0353950715 Confrne Lines Escalate More The first available supervisor if multiple supervisors are assigned to the call centre is automatically called e When the Supervisor answers press the More soft key
16. nnected Note There can be a maximum of 3 parties on a conference call unless you have the Executive service pack which has the N Way feature which enables a total of 8 parties ona Conference call 30 Updating Contact Directory To add a contact Press Home and select the Directories icon ae Directories e Select Contact Directory Press the Add Soft key e Enter first name scroll down and enter last name Scroll down to the contact field and enter the numbers e Select Save soft key To edit a contact From Home View Select Directories UZER e Select Contact Directory scroll to the required contact e Highlight required contact Press the Info soft key and Press the Edit soft key Make the required changes and press the Save Soft Key To Delete a Contact e From Home view select Directories e Select Contact Directory Scroll to select the contact e Press the More soft key and press the Delete soft key e The screen will display the message are you sure you want to delete the contact Press Yes or No 31 Call History Your phone maintains lists of Missed Received and Placed calls Each list can hold up to 100 entries Call History icons Missed Calls Received Calls A Placed Calls From Line View e Use the Navigation button to access and view the Call List e Press the right Arrow to view placed calls e Press the downward arrow to view missed calls e Press the upwar
17. se and send a new message ERASE CALL MORE Delete all messages BACK OPTIONS Modify the message deposit settings for our mailbox F GO to the CommPilot Voice Portal BACK TO Repeat this menu MAILBOX A A il v Co O1 NO O S Oro p E E Save this message Erase this message Repeat this message Return to previous message Play the message envelope Go to the next message Call back the caller Hear additional options Go back to the previous menu 43 Messages Prompts New messages flagged as urgent are played first The message envelope for each message is played first time and date sender if known followed by the message itself Use your keypad as follows to browse your messages you can interrupt the message or envelope to perform any function ee oo SYS Telstra VVX 410 Call Centre Phone Guide November 2015 Page 10
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