PHONE-LiNK - User Guide
Contents
1. see you tomorrow at the airport 15 17 Hi Matt I m going to the warehouse 14 40 11 Page read them No problem you can do this from the Messages window where there is a list of all of the message threads that you have been involved in Click on the red cross here to delete all of the messages under a given thread Alternatively if you click on a thread to view it you can delete it using the Delete button in the top right hand corner Call history Once you ve used PHONE LINK for a while you will come to rely on the Call history It s a great way to find the telephone number of someone who you spoke to recently The Call history window is accessed from the Call history item on the Main menu or from the tray icon menu As well as reviewing recent activity you can dial someone from here by clicking on their telephone number and you can access their contact record here by clicking on their name we ll look more at this in the Address book section It s good practice to store the names of people when you speak to them especially if you re likely to speak to them again By default the Call history screen returns the small Date Time Telephone Duration Direction fifty most recent calls The next fifty can be Yesterday 15 52 55 3200 Ross 15 52 26 3200 Ross 15 34 53 3200 Ross 15 15 44 2m 10s 15 14 23 08008000044 Special services 4m 5m 11 28 52 3200 Ross 2m 45s 10 33 31 07555555827 Alan Spell 2m 2m 09 58 28 3200 Ros2. 22 Settings 16 SmartTags 9 System settings 16 Telephony server 16 Telephony Settings 17 Threaded messages 11 Transfer 22 Transfer mode 23 User mode 17 What 13 Where 13 Who 13 25 Page
3. connection session and login details providing you with the information helpful in diagnosing any PHONE LINK related problems fo PHONE LINK E Telephony settings Telephony Settings Telephony settings is the place where you enter your n Extension mamber 201 extension number You can also use this screen to diagnose problems in case your extension stops working with PHONE LINK Server The Log tab should contain information that would be useful in diagnosing any problems Dialing Settings The Dialing settings are covered in an earlier section Making calls Refer back to that section for a description of this option PHONE LINK User Guide 17 Page CRM integration The CRM Integration page allows you to configure A PHONE LINK telephony integration with supported databases eas reer Integration enables contact popping and caller preview V Enable CRM integration when a call is made or received and address book Quick test Type Act searching Log Configure To make a new integration select the type of database from the dropdown list and click Configure For applications like Outlook see Outlook settings the software attempts to find and use default settings that e will just work for you so you won t need to do anything more For more complicated databases the software will do as much as it can for you but you may need to help it by for example entering your
4. free to skip over any that look dull Making calls How many different ways can you make calls Which are the best Messaging How can you send instant text messages to other users Call history Taking a look at your call history and what you can do with it Address books and contacts How to assign names to callers and how best to use this information Settings and configuration How do you configure PHONE LINK to get the most out of it Call control How can you control calls from your PC What is the best way to work Preview window Using the Preview windows will tell you what you want to know without being too intrusive Presence window The Presence window shows the status and availability of other Extensions Users and Contacts fo PHONE LINK Main menu Call Want to know how to assign names to callers Read Address books and contacts Freephone aes 0800 500 005 amp Hangup fis Hold Location Freephone B Consult B Transfer a New contact Want to know how to control calls Read Call control Caller 105 Admin Call type None PHONE LINK User Guide 4 Page Making calls So we re going to look at ways of making it easier to call people But at the same time we don t just want to use technology for the sake of it So where do we start Well the best way to do this is to look at the different ways that you might get the number that you re going to call and then look at t
5. password or telling it where the database files are etc The Integration Quick test tab allows you to test the fo PHONE LINK R Settings CRM integration settings you have entered by entering a telephone ee number and seeing if the software can find it If the Status LOADED P caiccte number is found you can click the Show contact button to 3 Log Telephone 0800500005 make sure that popping works Log tab will help you to Result diagnose any CRM integration related issues Actions Show contact When you are done click Save The new integration will be available immediately Outlook settings Outlook integration is a separately licensed module If you PHONE LINK do not have the license then this functionality will be ormen WE disabled It may be possible for you to try the functionality V Enable MS Outlook integration out on a time limited basis Please see your administrator for further details When the integration is enabled you can select the Outlook Profile that you would like to use On the Folders tab you can choose which folders will be used for searching of the active Contacts Appointments and Tasks Or choose the Default settings which should make the integration work just fine Log tab will help you to diagnose any Outlook related issues PHONE LINK User Guide 18 Page To best use Outlook functionality it is recommended that you set your Home page to
6. prefer to use the Tray menu and Preview windows because they offer the most convenient way of using your phone So let s have a look at the Tray menu now We ll look at the preview window later You probably notice straight away that menu of the options Recent are the same as the main menu in the phone window This is Fae deliberate It s to allow you quick access to the main menu items by using the tray menu at any time You can also see some new items that allow you to quickly make calls eee Quick dial box Enter a number here and press Enter to make C hey an immediate phone call PE EE aaer Recent and Favorite menu These offer a quick way of making Settings calls They re explained in more detail in the section Making calls Exit We hope you won t want to use this Presence je Main menu Make call E Exit Phone Link What would you like to do Are you still with us Congratulations Many people just go straight to the software and figure it out from there But you know what They re missing out This is where we show you how to get the most from the software Plus it s presented in a topic by topic way so you can read the sections that you re interested in first PHONE LINK User Guide 3 Page So what would you like to know Have a look at the choices below They are presented in a logical order based on the main menu They are not necessarily in order with the most interesting first so feel
7. style of the home page The default option is the traditional six item menu This can be changed to the my photos option which will show a random picture changing every minute from your My Pictures folder on your PC It will also show upcoming appointments or other information based upon the settings underneath These settings require the optional Microsoft Outlook integration PHONE LINK User Guide fo PHONE LINK Buttons settings R Settings Call control Phone hotkey Answer hotkey Hangup hotkey Hold hotkey Hold action List calls PHONE LINK Settings Buttons settings Call control Custom button 1 Call history Custom gt cwtom Label Call history Custom button 2 Address book Label Address book fo PHONE LINK Settings Home page settings a Home page Style My photos V Show appointments Show tasks 19 Page Interface settings The Interface page allows you to change settings relating PHONE LINK to the look and feel of the software including actions that R Settings Interface Settings h a p pe n W h en Ca S ta ke p ace Tane Enter a personal message that will show to other users if required Out of office tab allows you to enter the personal Message I m away until the 6th of March message that will be visible to other users Ticking the box will activate and un ticking the box will deacti
8. use Preview windows for text messages x Jessage ben especially if you receive a lot of short messages The Please can you call me when you are available Preview window will remain on the screen when you receive a message until you chose to Close Delete or Reply to it If the text is too large to display in the Dismiss H Reply Preview window then you can click on the background area to show the message in the Phone window instead When you display messages in the Phone window then you also get to see the previous messages in the thread PHONE LINK User Guide 24 Page Index Address books 13 Application dialing 8 Call actions 22 Call control 22 24 Call history 12 15 Call information 22 Clipboard dialing 8 Consult 22 Contact information 22 Contacts 13 Customise buttons 19 Deflect 23 Detect application 8 Detect web 7 Device mode 17 Devices 21 DTMF mode 23 Edit contact 14 Favorites 6 Find contact 14 Home page 19 Home page settings 19 Hotdesking 16 17 Hyperlinks 7 lin house developed applications 10 Internet dialing 7 LCD Panel 3 22 Main canvas 3 PHONE LINK User Guide Make call screen 5 Making calls 5 Menu button 3 Messaging 11 Minimize and close 3 New message 11 Outlook settings 18 Phone window 3 Pickup 15 Presence list 15 Presence window 15 Preview window 24 Previewing messages 24 Quick dial box 3 Recent 6 Send digits
9. 5 52 26 3200 Ross 10s 15 34 53 3200 Ross 55s 15 15 44 2m 10s 15 14 23 08008000044 Special services 4m 5m 11 28 52 3200 Ross 2m 45s 10 33 31 07555555827 Alan Spell 2m 2m 09 58 28 3200 Ross 6m 58s 09 36 47 3200 Ross 7m 32s 09 34 51 3200 Ross 25s 09 34 07 3200 Ross 10s 4s 09 22 50 3200 Ross 20s other details after the call has ended This is fine you can concentrate better this way To do this go into your Call history and click on where the name would appear it will be a location name in brackets instead When you do this PHONE LINK will open the contact window and you can enter the person s e gt 2 2 4 details as before and click on Save 17 05 2013 15 31 11 3888 Al 17m 19s 14 28 36 02031444444 London 9m 34s 14 27 20 1m 10s 14 23 49 02031444444 London 4m Bm It s a good idea to have a look in your Call history from time to time and enter caller s details in this ftiftws way That way when you re looking for someone s y Filter None number you will be able to find it Presence window In its most basic form the Presence window provides a quick way to check the availability of your colleagues The Presence window is accessible from Telephone Mame Department No department 103 Matthew On hook 104 Ben On hook Ext 105 On hook the main menu tray menu or the left hand edge of the phone window When you first install PHONE LINK then the Presence
10. PHONE LINK User Guide PHONE LINK TELEPHONY MADE SIMPLE Contents Welcome to PHONE LINK x snsacrercceanaenntarsanaeretacennaennataanaenedacensaennaesaaruesn as anni jenn qaieesienseniansene CENENE EEES 3 What would UE I CO osca EEE 3 MoO CS escape EA E EE EE E tec E 5 ME SIE NE aaar EAA AAEE AEA AAAA E E E AS 11 CEA O E E E AA S 12 Padres DOOK ANE CONTAC E err ee E EE E EENE E E E ee ree 13 Storing contact details when on a call esssssseesssessesrnsrrsesresrrsrrsersrsresrrseeserrsrrsesrrsesserrrsrrsreseereserseesene 14 Adding contact details from the Call history wWiNndoOW eesssssssssssssessesrrsensesersersesrrserserresrrsrerersesrrsrrserne 15 PRESETS WINGO WY orse E E E S EE EEEE ER 15 Settings and configuration ssssssseseessrsrrsesserresrrserserresrrsrrserrrsrrserststrstererrstestererrsteseesereseeseesesreseeseeseo 16 EEE NE CU E AE E A E A A A 16 MOVED MONI e E pS SSA EEEE EEEE ESEE 17 PA MTN CIN enee 17 DOOK 210 E ee eee eee 18 Rome page SCUUINES v ccayessaassenenervanceveunenyunmsssuubsasvencnenensnnereentus conte ueveute SAANS suey enna eneNeNR ave 19 Hale cs 2 eS UNE ae ee ee ee eee 20 VOO kee een ee a ee 21 Call CONT Ol S NSN AaS 22 Tean er MIO OS cc nenehavsnnnssenensnnaenehansaine dene E aansahnrsienensnsoene hand Ninbainsncetewsledasedew ede ecemsceeaees 23 MOE ICO Oe 23 Preview WINUOW srsrscusrssoransuassneseseseuneseussvantyassusnssnuaseantyansuutegouuseunanuasbensbunnauunte yuu duosybuaubaaseuasaasseasu
11. ary server 10 23 44 56 A Detect Secondary server When it does this it presents the System settings page fif vse mos followed by the Telephony settings page so you may J lt ee Visual effects or IP address have seen these before You re not that likely to change Cache these settings but you might as well know what they T tog 7 Start automatically with Windows do Go into the settings page and you will see a series of tabs on the left hand side The first tab Session contains the details of your telephony server If you have a Secondary server set it is most likely because you are a laptop user and this is the IP address that you reach the server on over the internet Unless you understand the settings here then don t change them To have the software start automatically when you log on to Windows put a tick in the tickbox The setting will take effect next time you log on to Windows PHONE LINK User Guide 16 Page The next tab is the User mode tab This allows PHONE PHONE LINK LINK to support a number of different operations Most R Settings System settings users log in to their PC as a name or username that is RENA Which login method do you want to use the same or similar to their own name Or in other E User mode NT authentication words they log in as a name that uniquely identifies ff D acelin e Visual effects them PHONE LINK can take advantage of this to User
12. as not found What would you like to enter the person s details like before If you re do not sure if the person or company is already GD crests new contac stored under one of their other numbers then go to the Address Book to look for the Search for an existing contact listed with amp Find contact A under another number company person s name PHONE LiNK will display Search for existing contacts from the same company ig Find similar all of the relevant entries related to your search criteria The Find contact button does very similar things so it doesn t really matter which one you pick The Find contact button shows a blank search screen where you type the person or company s name to see if you already have an entry for them The Find similar button starts the search PHONE LINK by looking to see if the first part of the telephone a number is already in the Address book This would typically happen if you have dealt with the company Type Town before but stored the contact record under a similar telephone number From here you can show the relevant Contact window so that you can edit it add a number to an existing contact or create a new contact PHONE LINK User Guide 14 Page Adding contact details from the Call history window MES You may find it easier to add a contact s name and Dete Tame _ Telephone lt Name Dussting _ Disectine Yesterday 15 52 55 3200 Ross 1
13. e TB internet work slightly differently f Osane because we can t make these Textbox name phone_mobile into hyperlinks To add dialing eee ara support to this type of web eae barges page then you will need to tell PHONE LINK to search for them To do this then you need to follow a couple of simple steps PHONE LINK n Settings Dialing settings Detect amp Cancel bel Save i Enter the telephone number 0123454321 into the text box you don t need to save it and then go to the Internet tab in the Dialing settings page li Then press the Add button and then the Detect button PHONE LINK will then scan all open web pages and find the first instance of this number you can only do one at a time Press the Save button and in future next time you refresh the page it will add a Dial button next to the text box PHONE LINK User Guide 7 Page From another application PHONE LINK User Guide It is very common to store telephone numbers on a PC particularly in contact management applications fu PHONE LINK R Settings Dialing settings General V Clipboard dialing S Internet V Internet dialing V Add hyperlinks to web pages Howeve r app Cati ons E V Application dialing V Support Net 2 applications actually vary a lot as to how Valid telephone numbers these numbers are Minimum length 6 Maximum length 15 presented This gives quite a challenge for applicat
14. ed to search using a partial or whole telephone number The Where box is used for address fields such as town or postal code Finally the What box searches the remainder of the fields such as the Notes box Press the Search button and after a short delay you ll be presented with a list of results From this screen you can click on the telephone number of a contact to dial them or click on their name to edit or view their contact details including the contact s most recent call history PHONE LINK User Guide 13 Page Storing contact details when on a call If you ve made or received an external call using fo the Phone window yet you ve probably noticed P PHONE LINK k Main menu Call that when PHONE LINK doesn t know who the Freephone other party is that you re speaking to then it will 0800 500 005 Mp angup show a town or location name instead Gi Hold Location Freephone B Consult B Transfer It does this in an effort to be helpful but if you amp New contact really want to help yourself then you ll add a Caller 105 Admin name to the contact for future use Call type None How do you do this You press the New contact button on the right hand side of the screen You already knew this didn t you PHONE LINK Bl PHONE LINK will auto populate the phone number Create contact in the Phone 1 field all you have to do is just to 2 s J The number 0800500005 w
15. ersion information page lists the version used for each component part that makes up PHONE LINK This information can be used to track down any rogue element that perhaps hasn t updated correctly or to provide clues to a problem s cause Should something like that happen you could click the fo PHONE LINK R Settings Version information Executable modules Name Version Act Framework dll 9 0 175 0 Act Shared Collections dil Act ULdll addinAccess dll addinAdapt dll addinCRM dil addinNationalDirectories dll addinODBC dlil Copy to clipboard button and then paste the info straight into a document or email fo PHONE LINK R Settings Version information Executable modules Devices PHONE LINK User Guide The Devices tab shows the devices that are being used this could include hardware and any apps that you have integrated with PHONE LINK The panel below shows the Log entries and keeps a record of what PHONE LINK attempts to do and whether it was successful or not This information can be very useful when troubleshooting an issue click the Copy to clipboard button and paste the info into a document 21 Page Call control By now you will probably have seen the Call screen in the Phone window a number of times It appears when you make or receive a call Let s take a moment to review the items on the screen Contact information The name and PHONE LINK x jj telephone number of the remote pers
16. euueaee 24 PVC WIS VCS Sa E Ssn nimentnind nindudnh nimtnhnnevan E aS 24 PUG Nace ee ec ecco ees eee eee ese ee E ee eye ee a eae nom eenncenosmuorsennsanesenommncnvecsaneneenessh 25 PHONE LINK User Guide 2 Page Welcome to PHONE LINK PHONE LINK has been designed to make your phone easier and more convenient to use It can do this in a number of ways and this document will show you how Much of the action in PHONE LINK happens in what we call the Phone window pictured below Let s have a look at the main parts of it Menu button You can get quick access to many parts of the software from here You can also double click on this button to go straight to the main menu Minimize and close These will make the phone window disappear Main canvas This dynamic area is where menus calls messages and a number of other PHONE LINK Main menu ca Make call Messages Make a new call to another person Y ew received messages or cha a EO Call history amp Address book Ga aw recent call histon a Address Book for a things appear LCD Panel This shows details of any active call resence Settings Custom buttons There is space for two user definable buttons e g Run application Call control buttons These buttons light up to allow you to Answer Hangup or Hold any active calls At the start you re likely to use the Phone window to do much of what you want to do In time though you ll probably
17. he best way to call them For instance you might be browsing the internet and see the telephone number of a company who you d like to meme r OAD BEESTON NOTTINGHAM 0115 922 2268 call In this instance the most natural thing would be to click on the p moreinfo PE T ROAD KIRKBY IN ASHFIELD 01623 757 573 number to dial them We call that internet dialing more about this ey map Photo more info later Or if you are using your company s Contacts Management program p a ooa and you have a contact s details on screen you don t want to have to Business Home B lift your handset and dial the number by hand There s a much easier way now So when you make calls where do you get the numbers from Let s look at some possibilities From a piece of paper well you might as well lift your handset and dial the number on your telephone keypad But if that s the Recent case then you should think about storing the person s Favorite name in PHONE LINK and then next time you can find Presence them more easily ae Messages Alternatively you could right click on the PHONE LINK llhistory tray icon and then enter the number in the text box at a the top You can even use the backspace key if you type it wrong Easy eh Exit Phone Link PHONE LINK k Main menu WEGE Or if you happen to have the Phone window open then just start typing a number on your keyboa
18. ining dial 123 as a parameter changing the number to the correct one obviously Non web based When you want to make an outbound phone call ie by putting a Dial button next to a text box then do so by running or shelling the PhoneHelper exe program found in the same directory as PHONE LINK with a command line parameter of Dial 123 without the quotes So that s it for dialing options Unless you can think of any more PHONE LINK User Guide 10 Page Messaging How can you get someone s attention if they are ona phone call to someone else Well you could stand in front of them and wave your arms and risk putting them off or you could do the polite and less energetic thing and send them a text message Unlike emails which people don t tend to read while they are on the phone a text message has a better chance of getting their attention So how do you do it Well it s nice and simple Go to the Messages item on the main menu and press the New message button in the top right hand corner and IIi fo PHONE LINK ex i R Messages Message BOG CE Fe I ve got Paul on the phone He asked to hold until you re free Admin 16 39 Hey John then Hey who are we kidding you ve already done it haven t you Messaging is one of the most popular parts of PHONE LINK It s one of the first places that users go to Did you know we get more enhancement requests to do with messaging than an
19. ion If you want to personalize your Presence window to include just the contacts that you need then you can do this in the Presence settings page under the Settings menu in the Phone window The other styles that you can choose instead of extensions are Users or custom The user list is for hotdesk oriented sites These are sites where staff move around and hence the list is oriented toward who is available and where they are rather than which extension is available In user mode the Users are shown as colored chess pawns instead The final mode Custom offers the most flexibility This mode allows you to choose exactly who appears on the Presence list i i i PHONE LINK Settings and configuration esi The Settings menu contains many options that you can O Telephony settings change to improve your enjoyment of PHONE LINK CaaS VREE A Let s take a look at some of the more common ones If RY Dialing settings 3j Customize buttons you select the Settings menu item at the Main menu os r then you are given a page with six more options There te Belo Lee are actually two pages of options so to access the other pages of options you can use the left right buttons in the top right hand corner System settings When you first install PHONE LINK it takes you through an installation phase where you need to tell it your PHONE LINK R Settings System settings telephony server s address and your extension number Prim
20. ions such as PHONE LiINK to make dialing possible Fortunately we ve been doing this kind of thing for a while and we ve put some nice tools into PHONE LINK to allow you to dial from other applications The first and easiest of all of them is Clipboard dialing Must start with 0 Clipboard dialing can be turned on in the Settings gt Dialing settings page When on PHONE LINK will keep an eye on the clipboard and if you copy something to it that looks like a telephone number then a bubble will appear from the tray icon that asks you if you want to call the number Clipboard dialing Click here to dial 01234 567890 fo PHONE LiNK When using this method of R Settings Dialing settings dialing you may Wa nt to help Genem Dial buttons will be added to forms to provide dialing Select i Sineme thetedboxes to enhance PHONE LINK know what iS a ra kepktion Form Teda valid number by entering a minimum and maximum length and possibly a prefix that numbers must start with This can be done in the Dialing settings page ada eat E Remove bel import If you regularly dial from a certain application then there may be a quicker way to dial This involves a detection phase where PHONE LINK learns your application and is called Application dialing To try it out then go to the Applications tab in Dialing settings page At this screen then press the Add button and you can try to detect your applicati
21. name Matthew Cache associate this user name with the extension that the P tog Password eevee Do not login user is logging in as This behavior of associating the user and the extension number gives PHONE LINK some powerful functionality such as hotdesking where other others can reach you by name even if you temporarily use another PC If you like this functionality but don t use unique usernames i e you log into your PC as something like user or technician then you can still use it by manually declaring your username and password on the User tab Your administrator will have to create a user on the telephony server for you first Finally if you want to be completely anonymous as a user on your network then you can choose not to log in Be careful if you use this though because there are some features in the software required a logged in user to work The next tab Device mode is useful when several people share the same PC Read the two choices and select which one best fits your mode of working On the tab below you have got the Visual effects which can be enable or disabled Next Cache tab has buttons you can press to quickly and securely clear the history of all CRM contacts from your call history recent numbers as shown in the Recent list and which hints the software has shown you clearing hint history allows the software to show you the hints again Finally Log tab contains all of the
22. ne place that you can access oe them to ring them Once they re in the most convenient place to phone them from is probably the tray icon menu 4 Favorites Once someone is listed as a favorite then they are indentified as such in your Call history and in the Phone window when you are on a call to them Note Names that are entered against a favorite are kept private and only you get to see them This effectively gives you a private address book PHONE LINK User Guide 6 Page From a web page You can configure PHONE LINK to search your web pages for supported browsers for telephone numbers to dial It won t find all of them Fl Applications Z Application dialing Support Net 2 applications unfortunately but it is good at phone directory searches because it is optimized to understand this kind of page To turn this functionality on you need to go to the Settings main menu option and then go into Dialing settings Here you can turn on Internet dialing AND Add hyperlinks to web pages you need to turn them both on Don t forget to press Save when you re done fo PHONE LINK nm Settings Dialing settings Sen F Clipboard dialing o Internet V Internet dialing v Add hyperlinks to web pages Valid telephone numbers Minimum length 6 Maximum length 15 Must start with 0 Some web pages such as A Contact Management systems may contain text boxes with AEN telephone numbers in Thes
23. ng well a Dial and Hangup button will appear to the right hand side of the text box This means that you have a non Net application you probably saw the Unknown icon when detecting iii If neither of these two things happen then the text box probably isn t supported so you should consider using the Clipboard method instead Note you might also be trying it with an web based application if so then have a look at the earlier section under dialing from a web page When PHONE LINK is installed then it also installs SmartTags for use in Microsoft applications These SmartTags allow these applications to actively detect telephone numbers and when they see one then they underline them Putting your mouse over a SmartTag highlighted number then brings up an information box which includes an option to dial the number 01234 56 7890 9 Page From your own in house developed application or database We have to get a little techie here so if you don t develop your own in house applications then feel free to skip straight past this So what kind of an application do you have i Web based If so then we suggest that you put Anchors lt A gt around any telephone numbers The href should be Dial 123 and replace 123 with your real number If you want to put Dial buttons next to your input textboxes or under buttons then we suggest that you use the window OpenURL function and construct a string conta
24. on r Main menu Call Mr Brown ABC COMPANY Call actions Use these buttons to interact 01234 567 890 E teas with the current call fig Hold Location Bedford Call information Other information about amp Show contact the current call Called 103 Matthew Send digits Click here to present DTMF Sl 123 Send digits buttons in visual format Selecting this also switches the keyboard interface into DTMF mode LCD Panel The LCD panel shows information about the active call If you change pages above then this won t necessarily be for the Same call as shown in the main Phone window Call control The call control buttons are A so Hangup and Hold The buttons disable go dim when they can t be used As you can see the Call screen allows you to interact with the current call in a number of ways One of the most common ways is to click on the Contact information or the Edit contact button to apply a name to the person you are speaking to This was covered in an earlier section Address books It is also common to use this screen to perform a transfer of the current call to another extension or user To do this you must be Connected to the call as opposed to it being on Hold or Ringing When you are Connected then the Actions list looks like the above example To transfer a call you do NOT press the Hold button The Hold button has a different purpose more about his later Instead you either pre
25. on The way that you do this is as follows i Click on the crosshair next to the word Detect as in the screenshot above li Drag the mouse without releasing the button over the text box 8 Page From Word and other Microsoft Office applications PHONE LINK User Guide in your application when a number is stored iii Release the mouse button when the mouse cursor is above the textbox This obviously means that you need to get PHONE LINK and your application side by side to achieve this If the crosshair icon changes to a check then it is likely that PHONE LINK can add dialing support to this box Good Bad H Don t know When you have finished then press the Save button then turn on Application dialing and Net applications then save the Dialing settings also Next close and reopen your application window to see if it has worked The results will depend on what type of application it is You will either see one of three possibilities Company i A dial button will appear to the B right hand side of the text box This means that you have a Net application You probably saw a check when doing the detection also If this is the case then you should proceed to Detect the other text boxes in your application to make them work also mIa li Alternatively try hovering your ozas O mouse above the text box making sure that there is a valid telephone number in it All bei
26. on hold PHONE LINK User Guide 23 Page Preview window If you are not using the preview window yet you probably should be Previewing can be configured in the Interface Settings Go to the Interface tab and choose the Preview window to be shown on New calls and depending on your preference New messages too Done that Great So make a call in to your extension again and the Preview window should appear It contains much of the information from the main Phone window but in a much more compact format Plus it will disappear shortly after a call connects Let s review the main parts of the window Close button Use this to make the Preview window disappear more immediately Contact information The telephone number and 103 Matthew name of the other party E Call control actions Use these to interact with the call iy Hangu fi B B 13 2 Using some of these will display the main Phone window Cal Connected Mr Brown ABC COMP 01234 567 890 Like the Phone window the actions at the bottom of the preview window adapt to the state of the call The example picture shows the actions that are available when a connected call is in progress To conserve space the text is only shown for the first action The rest are depicted by their icons only Note For consistency with the Phone window the Consult button is listed before to the left of the Transfer button They both have the same icon Previewing messages You can also
27. ou have pressed More call control We ve seen what you can do with a connected call Can you interact with other calls Yes prem when a call is ringing you can choose to answer the call or Deflect it transfer it without answer answering it to another extension Deflecting a call is done in a manner similar to i Denett transferring calls If you want to use this feature then why not go ahead and try it out now Phone in from your mobile and see how it works and then you ll be ready if you need to deflect a call for real Deflecting calls is not just used to avoid work If you are already on the phone and someone else phones you then you can use Deflect productively to move the call to a colleague who can tell the caller to wait for you to become available Note Deflect works differently according to your phone system On some phone systems your extension may continue to ring during a deflect If it does then it should ALSO be ringing at the destination that the call is deflected to You can also put calls on hold Depending on your telephone system this means that the other person should hear music When you are ready to talk to them again use the Unhold button Remember the Hold button is not for transferring calls It is purely to pause the call If you want to transfer a call that is on hold then first you will have to take the call off hold first Note On some phone systems you may not be able to put internal calls
28. rd Baa PHONE LINK will understand that A Search you want to make a call and switch seii to the Make call screen Press the Enter key when you ve finished typing to make the call Number 01234567890 Enter the number to dial This may include numbers 0 9 or extra symbols 7 Favorites PHONE LINK User Guide 5 Page Someone you spoke to f you spoke to them using the recently phone that PHONE LINK is 0800500005 Freephone connected to then the call cE e 202 Wendy Rowell Presence Should be in your call history a z PEA At the main menu press the EAN Make call f 01234567890 Mr Brown ABC Company 2 Messages call history button and you will ee pren get a list of your calls in alenn aa Settings reverse date order If you see the caller in this list then click on their telephone number to make a call to them directly from this screen Exit Phone Link Alternatively if the person was one of the last ten people that you spoke to then they will be in your Recent list You can get to the Recent list from either the PHONE LiNK tray icon or from the Make call screen Note these Recent numbers are stored on your PC not on the server Someone you phone If you regularly speak to amp PHONE LINK regularly someone then you should ajrin reir consider adding them to your list Dial of favorites This is done in the eal a nEn ae Make call screen which is also A Search o
29. s 6m 58s 09 36 47 3200 Ross 7m 32s 09 34 51 Ross 25s 09 34 07 Ross 10s 4s 09 22 50 Ross 20s accessed by pressing the page right button in the bottom right of the window Call history can be filtered using the criteria Direction Inbound or outbound Answered Answered or Not answered External calls External or Internal Time and Duration of the gt S gt gt 4 call 17 05 2013 15 31 11 Al 17m 19s 14 28 36 02031444444 London 9m 34s 14 27 20 1m 10s 14 23 49 02031444444 London 4m 3m Also to aid readability you can hide and show individual days from your history by pressing the foftds plus minus button to the left of the date y Filter None 4 Page PHONE LINK User Guide 12 Page Address books and contacts The Address book window is accessed from the Address book item on the main menu or tray menu Search icon It provides access to a company shared address book Unless you re the first person to use the Enter the person company or telephone number you would like to search for E g David Acme or 020 7946 5000 software at your company then there are probably some entries already in there Go ahead and have a S Enter the town or country that you would like to search for E g London look Don t worry about filling in any of the boxes just press the Search button at the bottom and see if there Enter text to search for in any notes tha
30. ss the Consult or Transfer button You choose the button according to whether you want to speak to the other person Consult or not Transfer You are then presented with a screen like the Make call screen but with the word Consult or Transfer at the top Your call is not on hold at this stage yet but when you are ready type the number to transfer to or choose one of the dialing options and if you are Consulting then the original call will be put on Hold pending transfer the pending transfer bit is important If you are transferring then the call will be put straight through remember to say goodbye first PHONE LINK User Guide 22 Page You can also transfer calls by using the Presence window This feature is covered later in that section Transfer mode versus DTMF mode When you are connected to a call you can also use the PHONE LINK Consult numbers on your keyboard to begin a transfer When you press the first digit then the screen switches to a transfer screen Feature Number 4 Search Enter the number to dial If you prefer then you can actually use the keyboard to D Recent send DTMF tones instead Press the Send digits button We Favorites below the list of actions and you switch to DTMF mode You can now send DTMF tones by pressing the digit buttons in the call window or pressing number keys on the keyboard As you press each digit a small status window will appear to help you keep track of what y
31. t you ve added are any entries already there Search _ Create new No none in there No problem we ll add one now If you did see some entries we ll discuss the results page shortly But first we re going to add another entry Contec On the results page press the New search button at the top and in Seve ao the original Search page press the Create new button at the bottom Contact type Contact Name This will present you with a blank Contact window Enter a name paa company and phone number in the relevant boxes All of the boxes Phone 2 BA from the Contact window including the Notes box on the second Address tab can be searched You can also interact with some of the boxes Town ak lt to make a call send an email etc You may be wondering what the Type box is for at the top of the page This is used to change the format of the Contact window Different types have different templates Pick the one that best represents the contact entry that you are creating When you re finished press the Save button and we ll search for your new entry Back at the main Address book search page enter search o Search results New search criteria to find your entry If you want to search using the E 5 Results Shared Address Book contact s name or company name then put some text in the Zoe Phone 01234567680 Who box The Who box can also be us
32. the My photos option This will style has the option of displaying upcoming appointments in the best format Customize buttons The customize buttons screen allows you to configure two main sets of options Firstly you can configure one or more of your function keys to act as hotkeys for PHONE LINK For instance you could set your F2 function key to answer your phone calls Then as long as PHONE LiNK is running the F2 key will answer calls for you even if you can t see the Phone window When you choose a key remember to pick one that is not used in other applications as its function will be disabled elsewhere The second tab provides a way of configuring the two silver buttons at the bottom of the Phone window If you haven t seen these buttons yet it s because you don t have anything configured There are a number of actions available to use as buttons most of them are fast ways in getting around PHONE LINK One that might be particularly useful is run application This allows you to configure one of the buttons to directly run a third party application such as one you might write yourself Home page settings The Home page button screen is on the second page of settings so you will need to use the page right button to get to the option You can configure PHONE LINK s main menu or home page to provide you with topical information such as news or upcoming appointments This is done by changing the
33. vate the V Message active message shown to your colleagues fo PHONE LINK Settings Interface Settings Out of office O tierce Onincoming ca gain The Interface tab allows to automatically show the On new message Show preview window d Sounds on preview window or the phone window when an incoming or outgoing calls is received or made helping you to dial and answer the calls in the way that is most convinient for you You can also choose to see the phone window on the start up fo PHONE LINK Sounds tab on the Interface page allows you to choose a r Settings Interface Settings sound to have your computer play when your phone is Out of office CERNE Interface ringing and or you have a call waiting This can help you pa Call waiting d Sounds to uniquely identify that it is your phone that is ringing nee and not a colleague s You can also tick the box to have V Mute speaker when call in progress your computer s sound automatically muted whenever a call is in progress which is useful if you listen to music or Internet radio while you work giving you a more professional appearance PHONE LINK User Guide 20 Page Versions The chances are you will never need to look at these pages but it is best you know what they are for just in case Most software these days consists of several small programs and libraries that form a whole and PHONE LINK is no different The V
34. window should contain a list of all the extensions unless your administrator has 203 Patrick Mace Ringing chosen a different arrangement PETE E eects 204 201 Libby McIntyre On hook If you click on one of the entries in the Presence list lan Deacon On hook then a context menu should appear Assuming that you are not already on a call then the menu should 202 Wendy Rowell i i Patrick Ma contain the items Make Call Call History and Send J O M Message By choosing one of these actions you can check your colleagues call history dial the extension directly or begin to send them a message If you had been on a call already then the choices would have been Consult and Transfer in place of Make call This is appropriate because if you are already on a call then the expectation is that you are clicking on the extension with a view to transferring the call to them What other actions can you perform Well if you see an extension that is flashing red then it means that the extension has a call ringing at it you might be able to hear the phone if it s nearby Click on the extension and the context menu will include an option to Pickup the ringing call PHONE LINK User Guide 15 Page The other colors that you might see are on the Presence list are solid red which means that the extension is engaged on a call and fluttering yellow which means that there is an held call at the extens
35. y other part of the software So what else can you do with text messages apart from the obvious Well did you know that you can send a message to more than one person at a time Just type multiple names in the To box at the top and then type your message and press Send Plus if you ask your site administrator nicely they ll set up some groups to allow you to easily send messages to a group of people at the same time Text message conversations are threaded This means that when someone chooses to reply to your message you will see their reply above your earlier message to a group of people What does it look like when you receive a message Well this largely depends on your Interface settings By changing your interface settings you can either pop the larger Phone window with new messages or have the smaller Preview window appear And yes in the Interface section you can set it to play an audio file when you receive a message go on you know you want to Once you ve been using messaging for a while you ll probably want to delete messages as and when you ve PHONE LINK User Guide PHONE LINK x nm Messages Message Delete Send Matthew 14 45 Thank you ben 14 42 Sure no problem Matthew 14 41 Can you get me box of widgets please ben 14 40 Hi Matt I m going to the warehouse in 5 mins do you need anything while I m there PHONE LINK Messages Last message Date
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