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IP Office 3.2 Phone Manager User Guide

1. Account Code i PIN Type the Name Optional Type the telephone Number to be stored in the speed dial If a telephone number is not entered you can use the icon to apply the account code during a call 6 Select the Account Code to be associated with the telephone number from the drop down list This option is unavailable if PIN restrictions are used 7 Click OK Page 36 Phone Manager User Guide 15 6000988 Issue 14c 3rd October 2006 IP Office 3 2 Call Handling Working with PIN Restrictions Phone Manager contains a feature called PIN Restrictions Personal Identification Number PIN restrictions work by making the caller enter a PIN before the call is connected PIN restrictions can be associated with types of numbers being dialed for example International numbers PIN restrictions are set by the system administrator through IP Office Manager If PIN restrictions are applied the account code features are unavailable PIN restrictions are performed from e Making a call e Speed dials e Account code speed dials To make a call 1 Click Lo Alternatively click Actions gt Call Type the telephone number or extension in the Call screen Click the Call button The PIN window opens Please Enter PIN Number 4 Type your PIN When a valid PIN is entered the call is connected If an invalid PIN is entered an error message is shown Re enter the PIN as prompted If the problem persists contact your system admi
2. 8 Click OK to save your changes Page 84 Phone Manager User Guide 15 6000988 Issue 14c 3rd October 2006 IP Office 3 2 Configuring Phone Manager Creating Personal Park Slots By default each Park button in the Call Park area is configured for the four system park areas so a parked call can be picked up at any extension For more information see The Call Park Area You can create a personal or a group park area where a call can only be picked by a user who knows the park ID For example a park button might have the ID 55 Other Phone Manager users who want to pick up a call parked in that park area can configure one of their own park IDs as 55 or use a short code For example the short code 38 55 might be used For more information about short codes see your system administrator You can also create a private park slot by using text in a Park ID Other Phone Manager users can not pick up the call using a short code To create a personal park slot 1 Click gt Park ID Alternatively click View gt Preferences gt Park ID The Park ID window opens zi KR 3 13 A A 2 Ina park slot field enter a park ID A Park ID can contain a maximum of 9 numeric or text characters If the ID contain text other Phone Manager users can not pick up the call using a short code 3 Click OK to save your changes Phone Manager User Guide Page 85 IP Office 3 2 15 6000988 Issue 14c 3rd October 2006 Phone Manager Users Guide
3. You can configure several options in relation to compact mode For more information see Using Phone Manager in Compact Mode Note e If the Compact Mode options are unavailable you are unable to change the settings For more information see your system administrator To configure Compact Mode 1 Click gt Compact Mode Alternatively click View gt Preferences gt Compact Mode The Compact Mode configuration window opens Y Start in Compact Mode Y Stay in Compact Mode on Receiving a Call Y Stay in Compact Mode after an Outbound Call Optional Start in Compact Mode Check to start Phone Manager in Compact mode by default Optional Stay in Compact Mode on Receiving a Call Check to enable the Phone Manager to remain in Compact mode when receiving a call If not checked when a call is received Phone Manager reverts to full Phone Manager mode 4 Optional Stay in Compact Mode after an Outbound Call Check to enable the Phone Manager to remain in Compact mode when making a call 5 Click OK to save the changes Phone Manager User Guide Page 77 IP Office 3 2 15 6000988 Issue 14c 3rd October 2006 Phone Manager Users Guide Changing the Date Settings The date and time settings are only available in Phone Manager Pro The date shown in the Phone Manager Call History pane can be customized You can specify between the Windows Default Format for your operating system and region or choose a Custom Date Formats
4. None On No Answer _ None On Busy None Greeting Le o 2 3 Assign the greetings that you have recorded Greetings can be e Temporary For more information see Assigning a Temporary Greeting e Personal For more information see Assigning Personal Greetings Page 48 Phone Manager User Guide 15 6000988 Issue 14c 3rd October 2006 IP Office 3 2 Voicemail Assigning a Temporary Greeting If you have recorded a greeting you can assign the greeting as a temporary voicemail greeting For example a temporary greeting might be used when you are away from the office giving the caller an alternative contact person For more information see Recording Greetings When a temporary greeting is being used no other greetings are active A temporary greeting can be selected for a certain number of days the maximum number of days being 30 When you enter the number of days the end date is calculated and shown If the number of days selected is between 1 and 30 the greeting is active for the selected number of days When the number of days has expired your temporary greeting no longer works If the number of days selected is 0 the selected greeting is your permanent greeting for all voicemail calls The temporary greeting replaces the system default greeting To set a temporary greeting 1 Click gt Voicemail Alternatively click View gt Preferences gt Voicemail 2 Click Configure Personal Greet
5. Windows Default Format Phone Manager gets the date format from your computer operating system if this box is checked To change the date settings 1 Click gt Date amp Time Setting Alternatively click View gt Preferences gt Date amp Time Setting The Date and Time settings window opens Windows Default Format Custom Date Formats Date Formats BET AUT v Date Separator i 27 Jan 2006 Check Custom Date Formats to configure your date format In the Date Formats field click the type of format that you want the date to be shown in In the Date Separator field click the type of separator to be used between the date denominations After making your selection you can see an example in the bottom left of the window 5 Click OK to save your changes The Phone Manager Call History pane updates all the calls listed Page 78 Phone Manager User Guide 15 6000988 Issue 14c 3rd October 2006 IP Office 3 2 Configuring Phone Manager Setting Do Not Disturb The Do Not Disturb DND function forces the telephone system to think that your extension is busy There might be times when you want to receive calls from specific users To receive calls the users telephone number must be added to the Do Not Disturb Exception List The DND exception number can be an internal extension or an external number If you want to allow a range of numbers through the DND wall you can either enter each number separately or make use of the var
6. any number of digits and X one digit Click Add The number appears in the DND Exception List Click OK To remove a do not disturb exception number 1 Click gt Do Not Disturb 2 Select the number to be removed from the DND Exception List 3 Click Remove 4 Click OK For more information see Setting Do Not Disturb Phone Manager User Guide Page 97 IP Office 3 2 15 6000988 Issue 14c 3rd October 2006 Phone Manager Users Guide Turning Call Waiting On Off You can receive an incoming call when on another call If Call Waiting is on a beep is heard and the Call Status will show the call information Click the second call in Call Status to answer the call and automatically place your current call on hold You can then swap between the calls by clicking the call you require To turn call waiting on or off 1 Click gt Telephone 2 Click Call Waiting 3 Click OK Note e The Call Waiting settings are ignored if you are configured as a call appearance user For more information see Selecting Telephone Controls Turning Off Hook Operation On Off If Off Hook operation is on Phone Manager controls the telephone You do not have to physically lift the handset When using a Hands Free phone or headset the phone must be left off hook permanently To turn Off Hook operation on or off 1 Click gt Telephone 2 Click Off Hook Operation 3 Click OK to save your changes For more information see Selecting Te
7. e Calls to a Hunt Group of which you are a member are only forwarded if you selected Forward Hunt Group Calls e If the option Forward Hunt Group Calls is selected hunt group calls received by your extension are forwarded to the Forward number This only applies to hunt groups that are configured for hunt linear or rotary circular ringing mode For more information see your system administrator Forward On Busy No Answer When selected your calls are redirected to the number entered in the forward on Busy No Answer field The same number is used for calls forwarded when your extension is busy or not answered e When Forward on Busy is selected calls are forwarded to this number when your extension is busy e f either the Forward on Busy or Forward on No Answer options are selected and no forward number entered the calls are forwarded to the number set in the forward unconditional section e When Forward On No Answer is selected calls are forwarded to this number when your extension is not answered e If the option Forward Internal Calls is selected ALL calls are redirected If Forward Internal Calls is not selected external calls are forwarded and internal calls are presented to your extension This option applies to both Forward on Busy and Forward on No Answer e The first time Forward on No Answer is selected the option Forward Internal Calls is automatically selected Note If Forward Internal Calls and Forward On No Answer
8. 2 Click Configure Personal Distribution List button 3 From the drop down list at the top left in the window select your mailbox 4 Type a List ID The List ID is a number that you choose The List ID is used to identify the PDL when sending a message For more information see Using a Personal Distribution List 5 Type a List Name A descriptive name that will help you to identify the members of the PDL 6 The mailbox extension numbers need to be added to the list e Right click in the blank area beneath the List name e Click Add e Click an extension number or name e Repeat until all the members of the list are added List ID 456 List Name Team Add Extn202 Extn204 Extn205 Extn206 Extn208 Extn209 7 Optional Click Public Check this box to make the selected list public A public list can be viewed and used by any other Phone Manager user 8 Click Create Details of your PDL are shown in the left panel If the message You can only create your own lists is shown click OK Select your mailbox from the drop down list in the top left of the window and click Create Phone Manager User Guide Page 55 IP Office 3 2 15 6000988 Issue 14c 3rd October 2006 Phone Manager Users Guide Creating a PDL from an existing PDL You can add members from an existing list This can either be all members from an existing list or individual members mailboxes You can use a private PDL or a public PDL to create a new
9. Listening to your Messages You can listen to your messages using Phone Manager Each message starts with a header which contains details about who the message is from and when it was left To collect your messages 1 Click the Messages tab in the Call History pane The number of new old and saved messages for each mailbox is listed The message boxes listed can be your personal voicemail box and if available the voicemail box for the hunt group of which you are a member For more information see The Messages Tab 2 Double click on the message box you want to access Alternatively right click the message box and select Call Voicemail e f your telephone is on hook it rings when the voicemail server is contacted Pick up your telephone handset Depending on how your telephone is configured the speaker phone might automatically come on e f your telephone is in the Off Hook state you are connected to the Voicemail server as soon as it is located If you are using your own extension press Otherwise enter your extension number and press Enter your voicemail password and press The Voicemail tab might come to the front of the Call History pane when you connect to your mailbox For more information see The Voicemail Tab 5 When you have successfully logged in to your mailbox you hear an announcement to tell you about the messages that you have Press 2 to receive your messages Follow the voice prompts to listen save or del
10. Optional Click New WAV to create a WAV file in the Phone Manager Pro default directory You need to have Multi Media configured for your PC complete with a sound card installed complete with speakers and a microphone to record a media file Click OK Click Close to exit the Configure Directory window A new entry is not saved until you exit the Configure Directory window Phone Manager User Guide Page 61 IP Office 3 2 15 6000988 Issue 14c 3rd October 2006 Phone Manager Users Guide Creating a Directory Entry from an Existing Call Any call that is shown in the Call History area can be used to create a directory entry Calls in the In Out Missed and All panes all contain information about calls To create a directory entry from an existing call 1 Right click the call in the Call History pane Click Add to Directory The Directory Entry window opens Optional Make any changes required You can also associate a script or media file to the directory entry Click OK Click Close to exit the Configure Directory window and save your changes oP ON Editing a Directory Entry A directory entry can be changed To edit a directory entry 1 Click File gt Directory gt Edit The Directory Entry window opens 2 Edit the directory entry as required 3 Click OK 4 Click Close to exit the Configure Directory window Page 62 Phone Manager User Guide 15 6000988 Issue 14c 3rd October 2006 IP Office 3 2 Features The
11. consult your system administrator Recordings stop when you put the call on hold or you end the call If you are recording a conference call the recording is stopped when another caller is added to the conference Call recordings are saved in a voicemail box The mailbox can be either your own or one that is specified in IP Office Manager For more information see your system administrator To record the current call conversation e Click start Recording Alternatively click Actions gt Start Recording or press F5 To finish recording e Click stop Recording Alternatively click Actions gt Stop Recording or press F5 A warning Refer to your local regulations in relation to recording calls If Advice of Call Recording AOCR is required see your system administrator Phone Manager User Guide Page 31 IP Office 3 2 15 6000988 Issue 14c 3rd October 2006 Phone Manager Users Guide Using the Conference Feature Overview As a Phone Manager user you can create conferences lf you have access to IP Office Conferencing Center you can start Conferencing Scheduler from within Phone Manger For more information see Phone Manager and Conferencing Center Creating a Conference Call You can create a conference call between callers and yourself To create a conference call 1 uk oh Make an outgoing call or answer an incoming call Click to place the call on hold Make a call to a third party or answer another incom
12. 14c 3rd October 2006 IP Office 3 2 Call Handling Overview You can use Phone Manager to handle incoming and outgoing telephone calls This section of the guide explains the way telephone calls can be handled The call handling areas covered are How to know that there is an incoming call to be answered and what can happen in Phone Manager when you answer a call For more information see Answering a Call How to use the available telephone directories or return a missed call For more information see Making a Call How to transfer a caller to another person or to voicemail For more information see Making a Consultation Call and Transferring a Caller to Voicemail How to put a call on hold and how to pick up a call was being held For more information see Holding a Call How to park a call and mark the park slot with details of the call For more information see Parking a Call How to record a telephone conversation For more information see Recording a Call How to create a call between more than 2 people For more information see Creating a Conference Call How to make calls with account codes or PIN restrictions For more information see Using Account Codes and Working with PIN Restrictions How to see the number of calls that are held in a queue and answer a queued call For more information see Working with Queues Phone Manager User Guide Page 19 IP Office 3 2 15 6000988 Issue 14c 3rd October 2006 Phone Manager U
13. Changing General Phone Manager Settings You can control the features of Phone Manager by setting your preferences Not all options are configurable by all users some might be unavailable For more information see your system administrator Some fields are unavailable when using Phone Manager Lite The table describes the features and indicates in which version of Phone Manager they are available Option Lite Pro PC Description Softphone Pop Phone P ro J When an incoming call is received or answered the Manager Phone Manager application Pops to the front and becomes the foreground application Hide on Close y PF y Phone Manager is minimized to the System tray on the Windows Taskbar when you close the application rather than exiting Play Sounds ff T Incoming calls are alerted by playing a sound Hide on no calls x ff Wi Phone Manager Pro automatically minimizes when you have finished all calls Pop on Answer x y y Phone Manager Pro only pops when an incoming call is answered Pop on Page Call g Phone Manager pops when a page call is received Enable VolP x Ifthe user Name you have associated the Phone Manager with is a VoIP extension you must check this option Show All x E F Display the All tab in the Call History panel Show In x Zz Pr i Display the In tab in the Call History panel Show Out xo zO JZ Display the Out tab in the Call History panel Show Missed JZ Sp JZ Di
14. Click File gt Save Profile 2 Select the location to save your profile To access your profile from another computer it is recommended you save the profile to a location that can then be retrieved from another computer The file name of the profile must match your extension The file type must be XML Click Save To load your profile 1 Click File gt Load Profile 2 Browse your folders and select the Profile which matches your extension number You cannot load profiles which do not match your extension number 3 Click Open Phone Manager User Guide Page 99 IP Office 3 2 15 6000988 Issue 14c 3rd October 2006 Phone Manager Users Guide Using the Phone Manager Pro Versions Hands Free Operation The Phone Manager Pro application can be used in conjunction with a Hands Free phone or headset When using a Hands Free phone or headset the telephone must be left off hook permanently The Off Hook Operation option must be set under the Telephone tab of the Configure Preferences dialog box For more information see Selecting Telephone Controls All calls are answered transferred queued and so on by clicking the appropriate Call Handling Icons For more information see Tool Bar Icons Note e Under normal operation nothing is heard in the headset when the phone is left in the off hook state Ringing Tone is heard in the headset when an incoming call is presented to the extension Clicking the Answer icon at this point answer
15. Door Tab section To enter the door names 1 Click gt Door Release Alternatively click View gt Preferences gt Door Release The Door Release window opens The Door Code field contains the number of the door relay to activate either 1 or 2 The door codes can not be changed Door1 Name Door1 Code i i 1 Door2 Name Door2 Code 2 2 Inthe Door Name field enter the name you want to appear on the door button For example the door for the Loading Bay might be entered as Loading Bay 3 Click OK to save your changes The Door Tab is available in the Call History pane with door buttons labeled with the door names you entered Page 80 Phone Manager User Guide 15 6000988 Issue 14c 3rd October 2006 IP Office 3 2 Configuring Phone Manager Setting your Forwarding Options Calls to your extension can be diverted to a different telephone number either internal or external You can enter the destination telephone number and select whether all calls are redirected or only external calls You can set Mobile Twinning which will send internal or external calls to an external telephone number The call will ring at your extension and the specified external number If you do not answer the call at either telephone the caller is able to leave a message when they are transferred to voicemail The types of forwarding that can be selected are Follow Me When selected ALL your calls are forwarded to the entered Follow Me extensi
16. Your system administrator can then record this call with the account code using an application called Call Logger Account codes can contain numbers letters and characters Please refer to your system administrator for a list of predefined account codes to be used B Blind Transfer Transferring a call to another number without waiting for the destination to be answered Busy Lamp Field C Call History Displays the call information of incoming calls received and outgoing calls initiated at your extension Any missed calls will also be recorded Call Status Pane Displays call information of current incoming and outgoing calls Call Waiting This facility allows a call to be presented to your phone while you are on another call A beep will be heard in the handset and Call Status will show who is calling It can be set via the Telephone tab in Configure Preferences Conference This feature allows multiple calls to be joined into one conversation D Directory A list of internal or external numbers and their associated names that are stored either centrally on the main system or stored locally on the User s PC or both Each entry can then be used either for quick dialing or for identifying incoming calls Directory Entry An internal or external number and its associated name that is stored either centrally on the main system or stored locally on the User s PC or both This entry can then used either for quick dialing or for identifying
17. are de selected the next time Forward On No Answer is selected the option Forward Internal Calls is not automatically selected Phone Manager User Guide Page 81 IP Office 3 2 15 6000988 Issue 14c 3rd October 2006 Phone Manager Users Guide To configure the forwarding options 1 Click gt Forwarding Alternatively click View gt Preferences gt Forwarding The Forwarding window opens DB Follow Me To Number O Forward Unconditional Y O Forward Internal Calls CO Forward On Busy O Forward On No Answer CO Forward Internal Calls 9 Mobile Twinning 2 Type the destination telephone numbers in to the appropriate fields Available numbers can also be selected from your directory list e Right click in a number field The Forward Follow me Number window opens e Select the telephone number required from the listing e Click Add 3 Click OK to save your changes Note 1 For call appearance users Forward On Busy is only used when all your call appearance buttons are busy 2 Some forwarding options require configuration within IP Office Manager For example for a user to set an external number For more information see your system administrator Phone Manager User Guide Page 82 IP Office 3 2 15 6000988 Issue 14c 3rd October 2006 Configuring Phone Manager Mobile Twinning If Twinning is enabled in IP Office Manager the Phone Manager user can sen
18. can be a criminal as well as a civil offense under the applicable law Third Party Components Certain software programs or portions thereof included in the Product may contain software distributed under third party agreements Third Party Components which may contain terms that expand or limit rights to use certain portions of the Product Third Party Terms Information identifying Third Party Components and the Third Party Terms that apply to them is available on Avaya s web site at http support avaya com ThirdPartyLicense Avaya Fraud Intervention If you suspect that you are being victimized by toll fraud and you need technical assistance or support call Technical Service Center Toll Fraud Intervention Hotline at 1 800 643 2353 for the United States and Canada Suspected security vulnerabilities with Avaya Products should be reported to Avaya by sending mail to securityalerts avaya com For additional support telephone numbers see the Avaya Support web site http www avaya com support Trademarks Avaya and the Avaya logo are registered trademarks of Avaya Inc in the United States of America and other jurisdictions Unless otherwise provided in this document marks identified by and SM are registered marks trademarks and service marks respectively of Avaya Inc All other trademarks are the property of their respective owners Documentation information For the most current versions of docum
19. can configure their own telephony features eg forwarding Voicemail call waiting etc A User can be assigned to a physical extension or can be given an extension number that does not physically exist This means that users who are rarely in the office but still wish to use Voicemail forwarding etc can be given these facilities V Voicemail If your system supports Voicemail callers to your extension will be prompted to leave a message if your phone is busy or not answered Phone Manager Pro will then display in the Messages tab the number of new messages that have been received in your Voicemail box You can then right click within the Messages tab to select Call Voicemail On entering your Voicemail box the Voicemail tab will appear allowing you to play save delete etc your messages Voicemail Ringback This facility will call your extension when a new message has been received in your Voicemail box Voicemail Ringback will only occur after you have used your phone so that you receive this notification only when you are at your desk Voicemail Ringback will be activated two seconds after you replace the handset Phone Manager User Guide Page 111 IP Office 3 2 15 6000988 Issue 14c 3rd October 2006 Index Index A Absent Status nono noniananininnna Account Code Agent Modesto da 1 Ee tte UI Agent Mode Operation 1 Audio Codec el UR B Busy Greeting oocccoccccnoncconocanonoccnanccnnnna conan nnanaccnnncnnns Busy Lamp Fie
20. dea iia 26 Transferring a Caller to Voicemail AEN 27 VAS Transter lee 27 Reclaiming ER EE 28 Holding e UE 29 Paling tl Calleri da 30 Steet ER a A id ai 31 Using ine Conference TE 32 A eebe 32 Creating a Conference EE 32 The Conterence Tabs oia aa 33 Phone Manager and Conferencing Condell 33 Account Codes and PIN REStricthons i conoci a a 34 Using ACCOUNT CodeS do 34 The Account Codes ici Serna ae A cect cae a eee E nenet 35 Creating an Account Code Speed Dial EEN 36 Working with PIN Restrictions smart tdi diia Ni lpibidas 37 W rking de Re TEE 39 the IR EE A0 VOICOM AI ccoo EE osami eaaa asana aaia 41 RO 41 Leet to your Mess AS unit ee Ae de SA 42 The Messages Tabares id e na 43 The Voicemail Tab a ais 43 EE a RO NR ON vda 44 Phone Manager User Guide Page iii IP Office 3 2 15 6000988 Issue 14c 3rd October 2006 Phone Manager Users Guide A ee Ee A4 Recording Et E 45 Using Personal En a sd oa 47 Assigning a Temporary rectos 49 Assigning Personal recinto 50 Entering Transfer Options lt 2 ci a ge Ee 52 Personal DISMIBUION NEE 53 O Hit tee ce a lee tenen aos Su Sect ude EUR A ack Se Tecan Eu Tena au tik aa tech 53 Viewing a Personal Distribution RE a 53 Editing a Personal Distribution Sa 54 Creating a Personal Distribution LIST vic aaa 54 Using a Personal Distribution St da RARO areas anes 57 Deleting a Personal Distribution List kA 58 FOSA US carita 59 OVER ia 59 O re te BR e 60 EE 60 Creating a Personal Di
21. in the Login window the IP Office Control Units window opens If there is more than one IP Office system available you can select the control unit to be used To select a different IP Office Control Unit 1 Click the IP Office Control Unit in the listing 2 Click OK If the required IP Office system is not listed contact your system administrator Select an IP Office Control Unit from the list below Name IP Address Type SiteC 192 168 42 1 3 1 24 IP 406 DS Broadcast Address 255 255 255 255 Phone Manager User Guide Page 7 IP Office 3 2 15 6000988 Issue 14c 3rd October 2006 Main Window Overview The appearance of the main window depends on the licencing and configuration settings applied The Title Bar indicates which version of Phone Manager is being used In the example the version being used is Phone Manager Pro In each Phone Manager version the basic areas are the same For more information see Phone Manager Feature Comparison Title Bar Call Details Extn280 Extn203 Be LE O ee ESO Extn210 Extn203 07 02 2006 13 12 45 Call History Park Slots The Phone Manager main screen is divided into the follow areas Title Bar The Title Bar contains the Phone Manager version The name of the user is inside a pair of square brackets If the title bar only contains the words Phone Manager it is not connected to the IP Office Menu Bar At the top of the screen is the main menu bar Each menu contains commands an
22. incoming calls Do Not Disturb This facility makes an extension permanently busy Callers will receive the engaged tone or if Voicemail is available be given the option to leave a message The Do Not Disturb Exception List can be used to allow calls from specific internal or external numbers to ring through Do Not Disturb Exception A Do Not Disturb Exception is an internal or external number that you wish to receive calls from even though you have Do Not Disturb set F Follow Me Here To take your calls from another extension This is set up at the destination phone Follow Me To To take your calls from another location This is set up at your extension Forwarding To forward your calls to another location You can choose to forward all your calls or only when you are busy or only when your phone is not answered Phone Manager User Guide Page 109 IP Office 3 2 15 6000988 Issue 14c 3rd October 2006 Phone Manager Users Guide H Hands Free The Phone Manager Pro application can be used in conjunction with a Hands Free phone and or headset When using a Hands Free phone and or headset the phone should be left off hook permanently The Off Hook Operation option must be set under the Telephone tab of the Configure Preferences dialogue box All calls are answered transferred queued etc by clicking the appropriate Call Handling Button and by following the instructions provided in the Call Handling help text Note that under normal op
23. list To create a new PDL from an existing PDL 1 2 w NO OL E Click gt Voicemail tab Click Configure Personal Distribution List button Select your mailbox from the drop down list at the top left in the window if you are using a private PDL If you are using a Public PDL select the mailbox associated with the required PDL Click the PDL to be used The members of the PDL are listed in the panel beneath the PDL lists Type a number in the List ID field for the PDL Type a name in the List Name field for the PDL Click to copy all the mailbox extension numbers to your new list e Individual members from an existing list can be added to the new list Select the member from the existing list and use the adjacent to the member list window 8 Optional Click Public A public list can be viewed and used by any other PDL user Select to make the list public 9 Click Create Your PDL is shown in the left panel If the message You can only create your own lists is shown click OK Select your mailbox from the drop down list in the top left of the window and click Create Page 56 Phone Manager User Guide 15 6000988 Issue 14c 3rd October 2006 IP Office 3 2 Voicemail Using a Personal Distribution List When you have created a Personal Distribution List PDL you can use it to send a voice message to several recipients at the same time Before you send the message make a note of the list ID number that you
24. the option number to press When the caller is transferred they are played the message please wait while we try to connect you For more information see Recording Greetings Note e You can not modify the transfer options if you do not have permission to configure voicemail For more information see your system administrator To enter your transfer options 1 Click gt Voicemail Alternatively click View gt Preferences gt Voicemail The Voicemail preferences window opens General Y Voicemail 9 Voicemail Ringback Yoicemail Transfer Options Transfer Caller To Skip Mailbox Greeting Transfer Caller To Transfer Caller To Configure Personal Distribution List 2 Type the telephone numbers that callers to your mailbox can be transferred to You can enter up to 3 telephone numbers Click OK to save the information Record a greeting to inform a caller about the transfer options available For more information see Recording Greetings Page 52 Phone Manager User Guide 15 6000988 Issue 14c 3rd October 2006 IP Office 3 2 Voicemail Personal Distribution Lists Overview A Personal Distribution List or PDL can only be used if your voicemail is in Intuity mode A PDL is also known as a mailing list A Personal Distribution list is used to store a set of mailbox numbers so that you can send a voice message to several recipients at the same time This is useful if you often send messages to the same people f
25. 99 Q Queue s UE 88 TOTEUT ENA D Pa ota de eegne 88 QUEUS rp a eae a atrial 39 R Recording A RT 31 ele 31 Ringback imitan line 105 Page 114 15 6000988 Issue 14c 3rd October 2006 S Screen POP sicario lc 86 s UE 90 Serpa 105 Select Group 100 Short Code Keys 107 Short Cut Keys n e IEN 89 SHOW MaS ino tad 86 Skins CUSIO Mir datada 103 Speed He UR 105 COAG inca daria e diia 68 Create Tee L I EE 67 A tes 70 a ty ETAETA ENET 70 O ege e 67 Speed Dials Ext rnal cd A E 64 E 64 Status E DEE 105 T TAG ative ayia bin tent eis ie 105 Temporary Greeting 49 Time CONTIQUrO isidro 78 Transfer Blas aa 26 Unsupervised coooooccccccncccccconononcconccnnnannoncnnnnnn 25 26 Neie E UE 27 Transfer Options coooooccccnncoccconononnnonocononononanoss 52 105 U USB Settings Eer e UE 93 A siegier ugencege ie E 6 V View GOMP aC EE 102 VOICE Mall nc aida 41 94 Ringback civic a 94 Molino cad 86 101 Phone Manager User Guide IP Office 3 2 Phone Manager User Guide Page 115 IP Office 3 2 15 6000988 Issue 14c 3rd October 2006 Performance figures and data quoted in this document are typical and must be specifically confirmed in writing by Avaya before they become applicable to any particular order or contract The company reserves the right to make alterations or amendments to the detailed specifications at its discretion The publication of information in this document does not imply freedom from patent or other p
26. AVAYA IP Office 3 2 Phone Manager User Guide Introduction O 2006 Avaya Inc All Rights Reserved Notice While reasonable efforts were made to ensure that the information in this document was complete and accurate at the time of printing Avaya Inc can assume no liability for any errors Changes and corrections to the information in this document may be incorporated in future releases Documentation Disclaimer Avaya Inc is not responsible for any modifications additions or deletions to the original published version of this documentation unless such modifications additions or deletions were performed by Avaya Link Disclaimer Avaya Inc is not responsible for the contents or reliability of any linked Web sites referenced elsewhere within this Documentation and Avaya does not necessarily endorse the products services or information described or offered within them We cannot guarantee that these links will work all of the time and we have no control over the availability of the linked pages License USE OR INSTALLATION OF THE PRODUCT INDICATES THE END USER S ACCEPTANCE OF THE TERMS SET FORTH HEREIN AND THE GENERAL LICENSE TERMS AVAILABLE ON THE AVAYA WEBSITE AT http support avaya com Licenselnfo GENERAL LICENSE TERMS IF YOU DO NOT WISH TO BE BOUND BY THESE TERMS YOU MUST RETURN THE PRODUCT S TO THE POINT OF PURCHASE WITHIN TEN 10 DAYS OF DELIVERY FOR A REFUND OR CREDIT Avaya grants End User a license within t
27. Enter a PIN For more information see the section Pin Restrictions Click OK The new speed dial icon is added to the speed dial group tab selected Page 68 Phone Manager User Guide 15 6000988 Issue 14c 3rd October 2006 IP Office 3 2 Features To add an internal user to a speed dial 1 Click Speed Dials tab in the Call History area and select the Speed Dial Group to add the speed dial to 2 Right click within the selected speed dial group window 3 Select New gt Add user The Speed Dial Add user window opens 4 Start entering either the user name or extension number in the relevant field Only the entries in the in the IP Office directory that match your input are shown When you can see the user required click the name The name and number fields are completed 5 Click Add User The new speed dial icon is added to the speed dial group tab you selected The speed dial icon uses the name rather than the extension number Note e If the user is configured for Instant Messaging the speed dial icon is green You have to restart Phone Manager for the Instant Messenger Speed Dial to take effect Phone Manager User Guide Page 69 IP Office 3 2 15 6000988 Issue 14c 3rd October 2006 Phone Manager Users Guide Editing a Speed Dial Speed dial details can be edited To edit a Speed Dial 1 Click the Speed Dials tab in the Call History area Select the Speed Dial Group that contains the speed dial Right click the speed dial icon a
28. For more information see The Messages Tab Speed Dials To store and create speed dial icons For more information see The Speed Dials Tab Conference Lists the members of a conference For more information see The Conference Tab Phone Manager Pro the following tabs also appear in the Call History pane In Lists all calls received at your extension For more information see The In Tab Out Lists all calls made from your extension For more information see The Out Tab Status The tab appears when a call is in progress or you are in Busy Wrap Up Busy Not available For more information see The Status Tab Voicemail During a call to your voicemail box a tab shows all your messages For more information see The Voicemail Tab Queue Used to monitor hunt group queues For more information see The Queue Tab Door Used to activate a door release For more information see The Door Tab Script Displays the text configured in the script file field in a directory entry For more information see The Script Tab Account Codes Displays icons for calls with accounts codes For more information see The Account Codes Tab e 12 Phone Manager User Guide 15 6000988 Issue 14c 3rd October 2006 IP Office 3 2 Main Window The In Out Missed and All tabs contain information about calls The following options are available when you right click a call Call Number Back Call the selected number If the outbound prefix f
29. Office 3 2 Configuring Phone Manager Changing the Audio Codec Settings The USB settings are only available for Phone Manager PC Softphone and VoIP extension users The details entered are used to configure the audio codec of the Phone Manager and to configure the Phone Manager for VoIP operation To change the Audio Codec settings 1 Click gt Audio Codec Alternatively click View gt Preferences gt Audio Codec The Audio Codec window opens Please select your preferred audio codec for VoIP G 729 a 8K CS ACELP G 723 1 6K3 MP MLG 6 711 ULAW 64K G 711 ALAW 64k Frame Per Packet 3 Confirm VolP IP Address 9 Enable FastStart 2 Select one of the four industry standard audio codecs as the preferred audio codec for VoIP communication e Use E 8 CD select the audio codec required 3 Optional If you are using a low bandwidth connection for example a dial Up Modem increasing the Frames per packet to 2 might improve the quality of the VolP communication However this is not guaranteed If you are not using a low bandwidth connection it is recommended you use the default value of 1 4 Optional If you have multiple IP connections select Confirm VoIP IP Address Prompts you to select the IP address for VoIP communication 5 Optional Select Enable FastStart to provide the caller with a ring tone If it is not checked the caller does not hear ring tone but the call is connected faster Click OK
30. Script Tab Only available in Phone Manager Pro versions The Script tab appears when a Directory Entry matching the called number has a Script file associated Acme Designs Limited The example shown only contains a company name more information can be included For example a receptionist might be answering calls on behalf of more than one company To ensure that the call is answered with the correct company name a text file can be created with the company name and details Phone Manager Pro can be configured to display this text file whenever a call is received for that company To associate a script with an incoming number 1 Create a TXT file containing the information to be shown when the script is displayed A script file can be created using the application Notepad In Phone Manager click File gt Directory gt New The Directory Entry window opens Type the telephone or extension number in the Number field Type the name associated with the number in the Name field Click Browse for Script Select the required TXT file and click Open The file location is entered in the Script field Click OK Click Close When a call is received on the number associated with the script the Script tab opens in the Call History pane The text within the script is displayed Note SEENEN e The Status tab automatically comes to the front 15 seconds after displaying the Script tab If you want the script to remain in view clear the
31. Show Status option For more information see Changing General Phone Manager Settings Phone Manager User Guide Page 63 IP Office 3 2 15 6000988 Issue 14c 3rd October 2006 Phone Manager Users Guide Creating and Using Speed Dials Viewing Speed Dials Speed dials save regularly used internal and external numbers for future use For more information see Using a Speed Dial There are two types of speed dials Internal where Tool Tips are shown and External Internal Speed Dials An internal speed dial can also act as a busy lamp field allowing you to see the status of your speed dial user a An internal speed dial icon An internal speed dial icon where the user extension is configured for Instant Messaging An internal speed dial icon where the user extension is Busy The icon has a red circle with a white cross on it in the top left corner An internal speed dial icon where the user extension has Do Not Disturb set The icon has a blue circle with a white cross on it in the bottom right corner An internal speed dial icon where the user extension has Divert set The speed dial has a green circle with a white arrow on the top right corner An internal speed dial icon where the user extension has a Voicemail message seo MA AM The icon has an envelope in the bottom left corner A Speed Dial icon can show multiple busy messages The examples show 2 instances although more are possible a An internal speed dial where the user ex
32. The name of the hunt group is shown in the To field in Call Status For example a company provides a customer query number There are 4 people who answer customer queries A hunt group is created called CustomerHelp containing the 4 extension numbers All calls to the customer query number are presented to the CustomerHelp hunt group A caller using the customer query number rings any free extension in the hunt group If all 4 extensions are already ringing or on a call the incoming call is put into a queue When any extension in the CustomerHelp hunt group becomes free the longest held queued call is presented to the free extension In Phone Manager Pro you can also monitor the number of calls being held in a queue for a particular hunt group You do not have to be a member of the hunt group to monitor the number of calls being held in a queue You can select two hunt groups to monitor The hunt group must already exist on the System and must have queuing enabled For more information see Selecting Queues to Monitor When you have selected the queues that you want to monitor the Queue tab appears in the Call History panel The monitors are used to indicate the number of calls currently queued for the configured hunt groups Each call held in a queue is indicated by a blue box When the mouse pointer is moved over a Queue monitor the number of calls in the queue is displayed in the tool tip In the example there are 3 calls in a queue for the hunt g
33. Transfering Back to Forwarded Extension ke 96 Page iv Phone Manager User Guide 15 6000988 Issue 14c 3rd October 2006 IP Office 3 2 Table Of Contents Setting Do Not Disturb DND oeste asc pi 97 setting a Do Not Disturb Exception Number ita 97 Tutning Call Wating Om EE EE 98 Turning Off Hook Operation On Of scssececieseissesctcereieeeeieeuenrneneis enet 98 Selecting the Tabs to Show in Call Historik 98 Saving your Ge 99 Using the Phone Manager Pro VOFSIONS istsmicitesii tortillas 100 Hands Free Operation EE 100 A ent Mode OPEN te is 100 EENEG 101 Changing the Look of Phone Manager is cocoa ad 102 Using Phone Manager in Compact Mode AAA 102 ESA Ee EE 103 Be dotar ardillas 103 APPO cada 105 ll A WEE a eareeeec aug 105 TOM A eee 106 RO 107 e El y AP Co TO 109 WN OK CA o A A A 113 Phone Manager User Guide Page v IP Office 3 2 15 6000988 Issue 14c 3rd October 2006 Introduction About this Guide This guide describes how to receive and make calls using the IP Office Phone Manager application IP Office Phone Manager is a single application that can be run in three different versions The versions available are controlled by licences entered into the IP Office configuration The version for each user is set through the IP Office configuration For more information on the features that are available in each version see the Phone Manager Feature Comparison The Phone Manager version is shown in the title bar of the prog
34. ages 1 Reply Forward DEN iana with start comment 3 Forward with end comment lt tone gt record comment 4 5 Use mailing list lt extn no gt t lt list no gt 4 4 Confirm Send To forward a message to the members of a PDL 1 While you listen to the message press 1 2 Select the forwarding method to use e Forward the message with a comment at the start Press 2 e Forward the message with a comment at the end Press 3 You are prompted to record your comment after the tone 3 Record your comment and press to finish recording You are prompted to enter the extensions to send the message to You are going to use a PDL that contains all the extensions 4 Press 5 You are going to use a PDL that you created Press Your name is announced and you are asked to enter the list identification Enter the List ID and press You are told the list number and the number of members in the list You are prompted to enter the extension numbers You are using a PDL that contains all the extensions Press Press to send the message You hear a confirmation message that the delivery is scheduled Your message is sent to all the extensions in the PDL Deleting a Personal Distribution List A Personal Distribution List might no longer be used and needs to be removed from the listing To delete a PDL 1 Click gt Voicemail tab Click Configure Personal Distribution List button Select y
35. ailbox is listed The message boxes listed can be your personal voicemail box and if available the voicemail box for the hunt group of which you are a member You can open a message box by double clicking the mailbox name For more information see Listening to your Messages The Voicemail Tab Only available in Phone Manager Pro versions with Voicemail Pro The Voicemail tab lists all new old and saved messages For more information see Listening to your Messages Length From Number OOSNON712 28 Extn203 203 00510117 12 2999 Extn203 203 005111 4 08 35 0 Extn203 203 2006110 15 17 16 Extn207 Extn210 indicates that the message has not been listened to indicates that the message has been listened to Phone Manager User Guide Page 43 IP Office 3 2 15 6000988 Issue 14c 3rd October 2006 Phone Manager Users Guide Personal Greetings Overview Only available in Phone Manager Pro versions with IP Office Voicemail Pro In Phone Manager you can record up to 9 personal greetings You can select the greeting to be played depending on the call type For example when your extension is busy a caller can hear a specific message By default callers who are directed to your mailbox hear the system greeting Your call is being answered by IP Office lt Name gt is not available To leave a message wait for the tone You can use Personal greetings to tell callers of the transfer options available In Pho
36. ame physical LAN as the PBX For more information see your system administrator If you use a group key or function on your telephone to go in or out of group it will do so for all groups of which you are a member rather than just those selected in the Agent Mode tab In Agent Mode the functions of the F1 and F3 keys are swapped F1 becomes account code and F3 becomes call Phone Manager User Guide Page 105 IP Office 3 2 15 6000988 Issue 14c 3rd October 2006 Phone Manager Users Guide Tool Bar Icons The icons in the main Phone Manager window help you to make and receive calls Lo ea Lo A Make a Call For more information see Making a Call Answer a Call For more information see Answering Calls Set Ringback when Free For more information see Making a Call Place a Call on Hold For more information see Holding a Call Add a Call to a Conference For more information see Creating a Conference Call Hangup a Call For more information see Ending a Call Transfer a Call For more information see Making a Consultation Call Complete a Transfer For more information see Making a Consultation Call Configure Preferences For more information see Changing Phone Manager Settings Overview Speaker Volume Click drop down to adjust the PC speaker volume Click to turn mute on off For more information see PC Softphone Operation Microphone Volume Click drop down to adjust the PC mi
37. ation Until Absent Text September 15th 3 Do Not Disturb 9 Forward Unconditional To set an Absent Status 1 Click Actions gt Absent Alternatively press F6 The Absent Status window opens 2 Select an Absent Message from the list The options are e On holiday until On Vacation Until e Will be back e Atlunch until e Meeting until e Please call e Dont disturb e With visitors until e With Cust til e Back soon e Back tomorrow e Custom 3 With the exception of Back soon and Back tomorrow additional text is required For example if the absent message On Holiday until is selected you must add when you are back from holiday Enter the text in the Absent Text field 4 Optional Select the option Do Not Disturb or Forward Unconditional If either of the options are selected the number that your calls are forwarded to must be configured For more information see Setting you Forwarding Options 5 Click OK The Absent Message appears in the title bar of your Phone Manager The message is also shown in the Call screen when a call is made to your extension Phone Manager User Guide Page 71 IP Office 3 2 15 6000988 Issue 14c 3rd October 2006 Phone Manager Users Guide Getting Help The Help menu gives access to several help options Contents This function opens the Phone Manager help system at the contents page Index This function opens the search tool within the Phone Manager help system About Phon
38. changes from being dd on hold to being your current call To Extn203 Extn210 From Extn280 Extn203 Number 280 4 To transfer the call click aq Alternatively you can press Home or replace the handset Phone Manager User Guide Page 25 IP Office 3 2 15 6000988 Issue 14c 3rd October 2006 Phone Manager Users Guide Transferring a Call Unsupervised You can transfer a call without waiting for a response from the destination number Calls can be answered and then transferred or you can transfer a call without answering it You can only transfer a call without answering the call if you are using Phone Manager Pro To transfer a call unsupervised 1 Answer the incoming call 2 cio OF Alternatively press F2 or click Actions gt Transfer The Transfer window opens For more information see The Transfer Window Type the transfer number into the Number box Click the Blind Transfer button before the call is answered If you use Phone Manager Pro you can use the Drag and Drop feature to transfer calls You can answer the call and then transfer it or you can transfer the call without answering it You must have a speed dial associated with the destination number before you can use either method to transfer a call For more information see Creating a Speed Dial To transfer a call using drag and drop 1 Answer the incoming call 2 Click the Speed Dial Tab in the Call History area 3 Drag the call fro
39. crophone volume Click to turn mute on off For more information see PC Softphone Operation Book a Conference This icon is used to book an IP Office Conferencing Center Conference The icon is only available if permission is specified by your system administrator For more information see Creating a Conference Call Join a Conference This icon is used to join an IP Office Conferencing Center Conference For more information see Creating a Conference Call If Phone Manager is being used in Agent Mode additional icons show ash S Page 106 Busy Wrap Up Allows you to go in and out of busy wrap up state The Status tab shows Busy Wrap Up when in that state If the Busy Wrap Up icon is unavailable you are not currently a member of any group If all your group memberships are removed or disable when in busy wrap up Phone Manager continues to display Busy Wrap Up until restarted For more information see Agent Mode Operation Busy Not Available Used to go in and out of busy not available state The Status tab shows Busy Not Available when in that state For more information see Agent Mode Operation Select Group Displays the groups for which you are an available member when not in Busy Wrap Up or Busy Not Available For more information see Agent Mode Operation Start Recording Click the icon to Start Recording a call For more information see Recording a Call Stop Recording Click the icon to Stop Recording a call F
40. cted the system automatically calls your extension to inform you that you have a new message Ringback occurs after you replace your handset when you have an uncollected Voicemail message 4 Optional Enter any breakout numbers into the Voicemail Transfer Options fields For more information see Entering Transfer Options 5 Click OK to save your changes Page 94 Phone Manager User Guide 15 6000988 Issue 14c 3rd October 2006 IP Office 3 2 Configuring Phone Manager Setting your Preferences Overview This is a quick reference section about how you can handle calls by setting personal preferences The options listed are some of the most popular changes made not all preferences are covered For more information see Changing Phone Manager Settings Overview Turning Voicemail On or Off Callers can leave a message if your extension is busy or not answered after the No Answer Time Voicemail requires configuration within IP Office Manager To turn Voicemail on 1 Click gt Voicemail 2 Click the Voicemail option 3 Click OK to save your changes For more information see Configuring the Voicemail Options Turning Voicemail Ringback On or Off Your telephone rings to indicate that you have a new message Voicemail requires configuration within IP Office Manager To turn Voicemail Ringback on or off 1 Click gt Voicemail 2 Click the Voicemail Ringback option 3 Click OK to save your changes For more information se
41. d Right click a call to view a list of options For more information see Call History Panel Overview Double click a call to return a call The details that are shown in the In tab are FIELD DESCRIPTION Call Status Icon The icon shows the type of call Number The incoming telephone number If the call was an internal call the extension number is listed From The name that is associated with the number in the directory in the main system or your local directory To The name that is associated with the called number in the directory on the main system or your local directory Tag Text that was entered to identify the call Any calls that you annotate have the text recorded in this area Date amp Time The date and time that the call happened Ring Time The length of time that the call rang Hold Time The length of time that the call was on hold Call Duration The total length of time that the call lasted Page 14 Phone Manager User Guide 15 6000988 Issue 14c 3rd October 2006 IP Office 3 2 The Out Tab Main Window Only available in Phone Manager Pro versions If the Out tab is not visible and you are using Phone Manager Pro you need to select to show outgoing calls For more information see Changing General Phone Manager Options The Out tab lists all the calls made from your extension This might be a call manually dialed using the handset or dialed using Phone Manager The Out tab lists a maximum of 100 ca
42. d This is given to you by your system administrator and is case sensitive Optional The field Unit NameWP Address contains the IP Address of the IP Office System Click Browse to select a different IP Address For more information see Selecting a Different IP Office Control Unit Click Expand to view the Agent Mode details If you want to login with a different extension number from that of your physical extension check Login Logout Select the base extension number that you want Phone Manager to be associated with Click OK to open Phone Manager Phone Manager User Guide Page 5 IP Office 3 2 15 6000988 Issue 14c 3rd October 2006 Phone Manager Users Guide The User List Window The User Name Exin field in the Login window can be completed by selecting the details from a list To open the User List window 1 At he Login window click User List The User List window opens Number Anne Webb 203 Charles Poyser 206 Extn201 201 Extn202 202 Extn205 205 Extn207 207 Extn208 208 2 Start typing the name Only the matching entries are listed 3 Click the required entry The Name and Number fields are completed 4 Click OK to return to the Login window The details you selected are entered in the User Name Exin field Page 6 Phone Manager User Guide 15 6000988 Issue 14c 3rd October 2006 IP Office 3 2 Introduction Selecting a Different IP Office Control Unit When the Browse button is clicked
43. d October 2006 IP Office 3 2 Call Handling Holding a Call A call can be put on hold so that you can perform another task When a call is on hold the call has the J call status icon next to the number as shown in the example The time a call remains on hold if you are free is controlled by the telephone system The default setting is 15 seconds For more information on how to configure this option see your system administrator Number From To Tag JJ 3901707364686 Anne Web Graeme Price To place the current connected call on hold Click O Alternatively press F4 To take a call off hold e Click the call in the Call details area If you have a call on hold and start to make another call and change your mind you can use Clear to cancel the outgoing call To Clear a Call e Click Actions gt Clear Alternatively press ESC on your keyboard Phone Manager User Guide Page 29 IP Office 3 2 15 6000988 Issue 14c 3rd October 2006 Phone Manager Users Guide Parking a Call You might need to temporarily park a call to handle some other task For example an incoming caller needs to speak to someone urgently but they cannot be found The call can be parked the person found and the call can then be transferred To help control this scenario efficiently there are four park slots that can be used by any user on the system When a caller is parked the call is put on hold You can park a call or you can tag a park s
44. d Playback Greeting window opens Record Playback device Media device Extension Telephony E 1203 Greeting Number Description 5 z L Wave Information 4 You will record your message using your telephone handset The extension field is automatically entered with the extension number that you used to log in to Phone Manager Select the media type Telephony 5 The greeting number is the greeting number you selected in the Personal Greetings window Type a name for the recording in the Description field A maximum of 20 characters can be entered as a description Click O to start recording your greeting Your telephone rings once Pick up your telephone handset A message is played record at the tone Start speaking your greeting at the tone 8 Replace your handset or click a when you have finished recording Phone Manager User Guide Page 45 IP Office 3 2 15 6000988 Issue 14c 3rd October 2006 Phone Manager Users Guide When you have recorded a greeting you can listen to the recording and re recorded the greeting To listen to a greeting 1 2 Open the Configure Personal Greetings window Click the Greeting button for the greeting that you want to listen to The Record Playback Greeting window opens Click Le to start playing the greeting Pick up your telephone handset when it rings The greeting that you selected is played Replace your telephone handset when
45. d actions some items only accessible when the right conditions occur Each menu can be opened by clicking the menu button You can also open the menu by pressing ALT and the underlined letter for the required menu For example press ALT A to open the Actions menu The options available in each menu are e File From the File menu you can save or load a personal profile login as a different user configure your directory or exit Phone Manager e View Select to run Phone Manager in full or compact mode Also select the display language and whether to show or hide the tool bar The Phone Manager skin can be changed from this menu and access to the preferences Phone Manager User Guide Page 9 IP Office 3 2 15 6000988 Issue 14c 3rd October 2006 Phone Manager Users Guide e Actions The Actions menu contains actions for call handling Those that are unavailable can not be used in the current call situation Keyboard shortcuts for the functions are also shown es Help Access the help system and details about Avaya IP Office Phone Manager For more information see Getting Help Tool Bar The icons on the tool bar provide short cuts for options that are frequently used For more information see Tool Bar Icons in the Appendix Call Details The Call Details area shows the current state of all active calls For more information see The Call Details Area Call History A variety of information is shown in the Call History area It is divi
46. d internal and external calls to an external number for example their mobile telephone Both your internal and external telephones ring when a call is received The call can be answered from either telephone For more information see your system administrator Notes 1 If you use account codes you can not enter an account code when you answer a call at the external telephone 2 Ifthe feature Do Not Disturb DND is selected any callers to your internal extension hear the busy tone Your external telephone will not ring If a caller is entered in to the DND exception list only your internal telephone rings 3 If you have selected any of the forward options both the external telephone and the telephone where the calls are forwarded to ring 4 If you have selected the option Follow Me only the telephone that your calls are forwarded to rings The external telephone number will not ring To set mobile twinning 1 Click gt Forwarding Alternatively click View gt Preferences gt Forwarding The Forwarding window opens Select Mobile Twining In the Mobile Twinning field enter the telephone number that you want to twin to your extension Telephone numbers must be entered with no spaces 4 Click OK to save your changes Phone Manager User Guide Page 83 IP Office 3 2 15 6000988 Issue 14c 3rd October 2006 Phone Manager Users Guide Enabling Instant Messaging Phone Manager provides support for Instant messaging with t
47. ded into different tabs The tabs that are available depend on the configuration of your Phone Manager For more information see Call History Park Slots There are four slots available for parking calls You might need to temporarily park a call to handle some other task for example receive a new call or deal with an interruption For more information see Parking a Call A call from extension 203 is parked in the first park slot Page 10 Phone Manager User Guide 15 6000988 Issue 14c 3rd October 2006 IP Office 3 2 Main Window The Call Details Area The Call Details pane contains details about the current state of all active calls 901707364696 Anne Webb Paul Smith The details shown are Call Status Icon The icons in the Call Status area indicate the status of a call at your extension The Call Status display might not always match the display on the telephone Your telephone is off hook The call that you are currently connected to dd The call is on hold E The number you are trying to ring is engaged Y Indicates an incoming call to your extension Number Either the incoming telephone number or the telephone number being called is shown In the example the external telephone number is shown If the call is an internal call just the extension number is shown From This column shows the name that is associated with the number in the directory on the main system or your local directory The local director
48. e 3 2 Call Handling The Status Tab Only available in Phone Manager Pro versions The Status tab appears when you are on a call It contains a call timer When an incoming call has a script file configured the Script tab shows for the first 15 seconds after connection If working in Agent Mode the Status tab also appears when you go into Busy Wrap Up or Busy Not Available state Time 02 29 Note e If the Status tab does not come to the front when a call is answered the Phone Manager settings need to be changed For more information see Changing General Phone Manager Options Phone Manager User Guide Page 21 IP Office 3 2 15 6000988 Issue 14c 3rd October 2006 Phone Manager Users Guide Making a Call You can make a call from the associated physical telephone When you use Phone Manager to make a call there are several methods To make a call using Phone Manager e Dial the number required using the phone dialer section in the Speed Dial tab For more information see The Speed Dials Tab e Pick up the handset and then double click a speed dial icon For more information see Using a Speed Dial e Click ES and use the Call window For more information see Using the Call Window e Press F1 and use the Call window For more information see Using the Call Window e Click Actions gt Call and use the Call window For more information see Using the Call Window Notes 1 Ifa call to an internal user is not answered wit
49. e Configuring the Voicemail Options Phone Manager User Guide Page 95 IP Office 3 2 15 6000988 Issue 14c 3rd October 2006 Phone Manager Users Guide Taking Your Calls at another Extension If you want to take your calls at another location you can instruct the PBX to pass your calls to another internal or external number This option must be set at your extension To take your calls at another extension 1 Click gt Forwarding 2 Enter the extension number in the Follow Me to Number field 3 Click OK The title bar of Phone Manager Pro indicates that Follow to has been set To turn forwarding off 1 Click gt Forwarding 2 Remove the extension number from the Follow Me to Number box 3 Click OK For more information see Setting your Forwarding Options Transfering Back to Forwarded Extension If Forward Unconditional is set a forwarded call can not be transferred back to the original destination The Forward on Busy and Do Not Disturb feature is used to enable this facility For example you have set all your calls to be forwarded to extension 203 using the Forward Unconditional feature You are expecting an important call that will be forwarded to extension 203 Extension 203 can transfer the call to your extension if you set extension 203 as a Do Not Disturb Exception To enable a call to be transferred back to a forwarded extension 1 Click gt Forwarding Click Forward Unconditional and enter the extension nu
50. e IP Office Phone Manager Login window opens Phone Manager Login User Name Extn Password Remember Password Unit Memel Address 2 Inthe User Name Extn field type your extension number or user name The user name is case sensitive Alternatively select the details from the User List window e Make sure that the Unit NameWP Address field contains a valid name or address of an IP Office unit e Click User List to open the User List window For more information see The User List Window 3 Optional In the Password field type your password This is given to you by your system administrator and is case sensitive 4 Optional H you want Phone Manager to automatically log in when started check Remember Password The last saved user s configuration will be used to log in to Phone Manager 5 Optional The field Unit NameWP Address contains the IP Address of the IP Office System Click Browse to select a different IP Address For more information see Selecting a Different IP Office Control Unit 6 Click OK The Phone Manager main window opens For more information see Main Window Overview Note If the OK button is unavailable there are several possible reasons e There is an incorrect IP Office IP Address Click Browse and select the IP Office Control Unit from the list For more information see Selecting a Different IP Office Control Unit e There is an invalid user name or password Enter your detai
51. e Manager This displays the version of the Phone Manager application Product Tour This option starts an interactive product tour You can investigate and learn more about the Phone Manager application Video Tutorials This function lists several video tutorials Each tutorial provides an interactive demonstration of the capabilities of the Phone Manager application Check for Updates This option is used to check for the latest updates for Phone Manager The Check for Updates option is only available if configured by your system maintainer For more information see your system administrator Further information about Avaya IP Office is available from www avaya com support and also from www avaya com ipoffice knowledgebase Page 72 Phone Manager User Guide 15 6000988 Issue 14c 3rd October 2006 IP Office 3 2 Configuring Phone Manager Changing Phone Manager Settings The Configuring Preference windows are used to change your personal settings The preference tabs that are available depend on the Phone Manager version that you are using Note e Not al options are configurable by all users some might be unavailable For more information see your system administrator Preference tabs that are available to all users of all versions are e Forwarding For more information see Setting your Forwarding Options e Do Not Disturb For more information see Setting Do Not Disturb e Voicemail For more information see Configuring the Vo
52. e Manager Users Guide Changing the Look of Phone Manager Using Phone Manager in Compact Mode Phone Manager Pro only Compact mode runs Phone Manager on your screen in a considerably reduced mode as shown in the example Phone Manager must be configured if you want to continue in Compact mode when you make or receive a call For more information see Viewing Phone Manager in Compact Mode To view Phone Manager in Compact mode e Select View gt Compact View Alternatively click the compact mode glyph This is at the bottom right of the Phone Manager main window To close Compact view e Click the compact mode glyph again When using Phone Manager in Compact mode there are several ways to handle your calls The slider provides information about the caller Depending on the state the controls on the slider change automatically When you receive a call in compact mode a slider opens The slider contains details of the incoming caller and the last date and time the caller called If this does not happen you need to select the preference Stay in Compact Mode on Receiving a Call For more information see Viewing Phone Manager in Compact Mode To answer a call Deal e Click the flashing Answer Call button on the slider When the call is answered the slider shows the duration of the call Alternatively click the Answer Call button 4N on the menu bar Phone Manager reverts to full Phone Manager mode To end a call r
53. e tab contains a listing of all the members of the conference For more information see Creating a Conference Call Name Extn203 Extn280 To remove a member from the conference e Right click the name and select Hang Up Phone Manager and Conferencing Center Phone Manager can be integrated with IP Office Conferencing Center You can book a conference and join a web conference when the applications are integrated To use the IP Office Conferencing Center system Internet Explorer 6 0 or above is required It is only available if permission is specified by your system administrator To book a Conferencing Center conference 1 Click de This automatically opens Internet Explorer 2 Type your user ID and Password 3 Click Login To join a Conferencing Center conference 1 To join a conference click This automatically opens Internet Explorer 2 Type the Conference ID and PIN No as supplied by the host who booked the conference 3 Click Login Phone Manager User Guide Page 33 IP Office 3 2 15 6000988 Issue 14c 3rd October 2006 Phone Manager Users Guide Account Codes and PIN Restrictions Using Account Codes Account codes can be used to track calls to specific external numbers For example a solicitor s office might want to record the amount of time spent on calls to a client for billing purposes Each client is given an account code and that code is used when making a call A key feature of Phone Manager i
54. elected the Queue tab is available in the Call History area On the Queue tab the monitors indicate the number of calls currently queued for the specified Hunt Groups Each call held in a queue is indicated by a blue box If the mouse pointer is moved over a Queue monitor the number of calls in the queue is indicated For more information see Working with Queues To select the queues to monitor 1 Click gt Queue ID Alternatively click View gt Preferences gt Queue ID The Queue ID window opens 2 Inthe Queue 1 field click the name of the hunt group that you want to monitor 3 Optional In the Queue 2 field click the name of the hunt group that you want to monitor 4 Click OK to save your changes Page 88 Phone Manager User Guide 15 6000988 Issue 14c 3rd October 2006 IP Office 3 2 Configuring Phone Manager Changing Short Cut Keys You can change the short cuts assigned to specific features or functions For more information see Short Cut Keys To open the Short Cut Keys Preferences 1 Click gt Short Cut Keys Alternatively click View gt Preferences gt Short Cut Keys The Short Cut Keys window opens Command Short Cut Account Code Call Account Code Delete Account Code Edit Account Code New Account Code Select Account Code Small Call List Add To Directory Call List Add To Outlook Call List Add To Speed Dial none gt 2 Click the Command you want t
55. emporary greeting or personal greeting A combination of greetings can be selected for specific call types When you assign greetings the greeting used for a call type is decided using an order of priority The priority order is shown in the flow chart Caller is transferred to voicemail Has a Temporary Greeting been selected Play Personal Greeting Play Temporary Greeting If a temporary greeting is selected the greeting is played for all call types For example a temporary greeting might be used when you are away from the office giving the caller an alternative contact person For more information see Assigning a Temporary Greeting Personal greetings can be created for certain call types For example if you are busy on a call anyone calling your extension can hear a personalised greeting stating that you are on a call but are in the office For more information see Assigning Personal Greetings Phone Manager User Guide Page 47 IP Office 3 2 15 6000988 Issue 14c 3rd October 2006 Phone Manager Users Guide To assign a greeting 1 Click gt Voicemail Alternatively click View gt Preferences gt Voicemail 2 Click Configure Personal Greeting The Personal Greetings window opens Available Greetings Temporary Greeting Description Duration Greeting Days On Holiday 14 Seconds Greeting 1 5 End Date 15 May 2006 Personal Greetings AllCalls None Internal None External
56. en you use the Call window you can select to show the directory entries For more information see Using the Call Window Directory Entries can be used to match the Caller ID or DID of incoming calls to a name When there is a match a media file can be played or a text file displayed A text file is shown in the script Tab Phone Manager attempts to match the incoming Caller ID first If no match exists Phone Manager looks for a match to the DID For more information see The Script Tab Any call you receive can be added to your personal directory For more information see Creating a Directory Entry from an Existing Call Creating a Personal Directory You can create a personal directory of frequently used numbers Each directory entry appears in the Call window for quick dialling A maximum of 1000 entries can be added to the Directory To open the Directory Configuration e Click File gt Directory Bob Jones 901707364100 Harry Bright 204 John Delft 209 These fields control the PBX Configuration New Click to create a new directory entry For more information see Adding a Directory Entry Edit Click to edit the selected directory entry Import Click this option to import an exported directory entry or correctly formatted CSV file Export Click this option to export your directory Delete Click a directory entry then click Delete The directory entry selected is removed Close The Configure Directory Window is clo
57. entation go to the Avaya Support web site http www avaya com support or the IP Office Knowledge Base http marketingtools avaya com knowledgebase Avaya Support Avaya provides a telephone number for you to use to report problems or to ask questions about your contact center The support telephone number is 1 800 242 2121 in the United States For additional support telephone numbers see the Avaya Web site http www avaya com support Page 2 Phone Manager User Guide 15 6000988 Issue 14c 3rd October 2006 IP Office 3 2 Table Of Contents INTPOGUCTION ccicocicciiconiicn ii iii 1 Ale CIE tea cta 1 What s Ni a aa E Ea E 2 Phone Manager Feature Comparson EEN 3 da A E co race 4 Logging in to Phone Manager ret ee e gt er Do el eet 4 Logging INAS AM Agoncillo lies 5 The Kleer WIRE anita oO a 6 Selecting a Different IP Office Control Unit unn 7 Main le e E 9 EEN troll errata 9 The Gall Details Aroa AN Is 11 The Call History Panel opa A A ERE 12 O AEE O o A EE 12 al o A A E E cate Me ance Rae eee Maan eA ease aha 14 TAS TE ets 15 A oat tae i as cee a Nala cel itd eeu Nes ta eae cas heen eats ae caer ae 16 Mo PAU CTA GE 17 TG Door Md as 18 Gall Handling coimas 19 A e 19 ee ll o o a 20 TOS SAUS ad a a at 21 Making a aso 22 GalliBacka E UE 22 Using the Gall WY ie EE 23 EMCI ER E tartas 24 Transit lla eer ee ee de Ae EE EE hae 25 Making a Consultation Call sm ie 25 Transferring a Call UnSUpervised cocoa ed rd
58. eration nothing is heard in the headset when the phone is left in the off hook state Ringing Tone is heard in the headset when an incoming call is presented to the extension Clicking the Answer icon at this point answers the call equivalent to picking up a normal phone When making an outgoing call Dial Tone is heard when the Call button in the Call dialogue box is pressed Hunt Group A Hunt Group is a collection of Users assigned to take specific calls eg Main to take incoming calls to the switchboard Sales to take sales orders Support to handle help desk calls etc A caller can ring one number but the call can be answered by any User that is a member of that Hunt Group You can be a member of one or more Hunt Groups Hunt Groups are created on the main system please refer to your System Administrator MAPI Software required on your PC to enable you to use third party software with your phone eg MS Outlook please refer to your System Administrator N No Answer Time The No Answer Time is the amount of time your extension will ring before the call is passed to another location eg to your Forward number to Voicemail to another extension in your Hunt Group etc This time can be set for all extensions or per User or Hunt Group For details on how this has been configured on your system please refer to your System Administrator O Off Hook Operation Off Hook operation allows the phone to be controlled via Phone Manger with
59. ete your messages Note e You might not need to enter your voicemail password Your user details in IP Office Manager can be configured so you do not have to enter a voicemail password when opening your mailbox using Phone Manager For more information see your system administrator If you are using Phone Manager Pro with Voicemail Pro in IP Office or Intuity mode you can use the control buttons to navigate through the messages The control buttons are on the Voicemail Tab The Voicemail tab comes to the front of the Call History pane when you connect to your mailbox When you listen to a message you have the options to ES es T Saved Messages Message Back Pause selected message Skip Back Un pause selected message Message Forward Delete selected message Save selected message EE A E 1 y E Skip Forward If you are using Phone Manager Pro with Voicemail Pro in IP Office or Intuity mode you can listen to a specific message To Listen to a specific message 1 Click the Voicemail tab All your messages are listed 2 Double click the message that you want to listen to Page 42 Phone Manager User Guide 15 6000988 Issue 14c 3rd October 2006 IP Office 3 2 Voicemail The Messages Tab The Messages tab indicates the number of new messages in your voicemail box The Messages tab also lists messages for any hunt group from which you receive voicemail ringback The number of new old and saved messages for each m
60. gs are played when the temporary is not being used If no personal greetings are applied callers who are directed to your mailbox hear the default system greeting Your call is being answered by IP Office lt Name gt is not available To leave a message wait for the tone Personal greetings can be created for the call types All Calls Internal External No Answer Busy To assign your personal greetings 1 Click gt Voicemail Alternatively click View gt Preferences gt Voicemail Click Configure Personal Greetings The Personal Greetings window opens Select the required greeting from the list for the different call types Click OK to save your changes Phone Manager User Guide Page 51 IP Office 3 2 15 6000988 Issue 14c 3rd October 2006 Phone Manager Users Guide Entering Transfer Options You can give a caller to your mailbox an option of transferring to another telephone number or to leave a message Breakout numbers are extension numbers that the caller is transferred to when they press the associated number on their keypad To inform a caller of the numbers that they can be transferred to you need to record a personal greeting containing the information For example you might record a message saying that if the caller presses 1 they are transferred to your mobile number Your mobile number is entered as the telephone number to transfer the caller to However the caller is not given your mobile number just
61. gs on the Microsoft Live Server New VoiceMails The number of new messages received by the speed dial user External Speed Dials There are four types of external speed dials Work Phone Home Phone Mobile and Fax The speed dial shown changes based on the default number selected Te This icon is shown if the Work Phone is recognized as an external speed dial and is set as the default number fat This icon is shown if the Home Phone is selected as the default number This icon is shown if the Mobile is selected as the default number This icon is shown if the Fax is selected as the default number Phone Manager User Guide Page 65 IP Office 3 2 15 6000988 Issue 14c 3rd October 2006 Phone Manager Users Guide The Speed Dials Tab The Speed Dials tab is used to save regularly used internal and external numbers for future use For more information see Using a Speed Dial The Speed Dial tab also contains the Phone Dialer The Phone Dialer is used to dial from the Phone Manager application To make a call using the Phone Dialer 1 Click in the Number field and enter the telephone number by e Using your keyboard e clicking the numbered button in the Phone Dialer 2 Click Dial and pick up your telephone handset i Bob Jones Brad Trower Dianne Hinde el a 3 Graeme Price Home lan Webber To turn the Phone Dialer off e Right click in the Phone Dialer window and selecting Hide Phone Dialer The follo
62. h You can select more than one directory The directories are a list of names and numbers configured on the IP Office If you are using Phone Manager Pro the directories contain the names and numbers configured in your own personal directory 2 Start typing the name in the Name field The entries that match the text entered are shown When the required number can be seen in the listing click the number once The number is transferred to the Number field 3 Optional Type a Tag message Text entered in the Tag Field is added to the outgoing call The Tag feature is only available for internal calls and is not supported for VoIP extensions Busy x 4 Optional Verify that the internal number is available The Busy icon Number shows if an internal number is unavailable If an internal number is unavailable select either e Cancel The Call screen is closed and you are returned to the main window e Ringback The Ringback button sets Ring Back When Free on the destination extension When the destination becomes free your telephone will be called back If the Ringback call is answered a new call is automatically placed on the destination extension If the Ringback is not answered the call is cancelled e Voicemail The Voicemail button calls the voicemail of the user rather than calling the user direct 5 Ifthe number is available click Call The telephone number entered is called Note e The Tag feature is only available for interna
63. h e Click onthe slider or in the Compact mode main menu To make a call e Click Lo Phone Manager reverts to full Phone Manager mode Page 102 Phone Manager User Guide 15 6000988 Issue 14c 3rd October 2006 IP Office 3 2 Configuring Phone Manager Loading a Skin The look of Phone Manager is controlled by the skin that has been loaded New skins can be created and loaded using skin development software For more information see the Applications Installation and Administration guide To load a new skin 1 Click View gt Load Skin 2 Browse to the folder that contains the new skin and select the ini file Phone Manager skin files are located in C Program Files Avaya IP Office Phone Manager Skin 3 Click OK Default Sizing This option is used to return the Phone Manager window to its original size To change the window size 1 Click View gt Default Sizing You are asked if you are sure 2 Click Yes to resize the Phone Manager window to its default size Click No to cancel the resizing request Phone Manager User Guide Page 103 IP Office 3 2 15 6000988 Issue 14c 3rd October 2006 Appendix Hints amp Tips The Call History tabs each display information on a maximum of 100 calls The oldest record is then replaced Park IDs can contain a maximum 9 characters If a particular feature does not appear to work try closing and opening Phone Manager Pro All configuration changes are saved when the ap
64. he Microsoft Live Communication Server LCS Instant messaging can occur between internal contacts that use the Microsoft Live Communication Server For more information see your system administrator When you have enabled instant messaging you can send an instant message using the a speed dial icon To enable instant messaging 1 Click gt Instant Messaging Alternatively click View gt Preferences gt Instant Messaging The Instant Messaging window opens Y Enable Instant Messaging Support Server MLServer2003 test avaya com User name Protocol Password e ec0 0 000 0 Password 2 To turn instant messaging on check Enable Instant Messaging Support If you have connection to a Microsoft Live Communication Server you need to check this box for other users to add you as an Instant Message user In the Server field enter the name of the Microsoft Live Communication Server In the user name field enter your e mail account and domain as configured on the Microsoft Live Communication Server For example myname myserver com 5 Inthe Protocol field click the type of protocol you are using to connect to the Microsoft Live Communication Server You can choose from TCP UDP and TLS In the Password field enter the password associated with your Instant Message profile Optional For Phone Manager to remember your password check Password You do not have to re enter your password if this box is checked
65. he scope of the license types described below The applicable number of licenses and units of capacity for which the license is granted will be one 1 unless a different number of licenses or units of capacity is specified in the Documentation or other materials available to End User Designated Processor means a single stand alone computing device Server means a Designated Processor that hosts a software application to be accessed by multiple users Software means the computer programs in object code originally licensed by Avaya and ultimately utilized by End User whether as stand alone Products or pre installed on Hardware Hardware means the standard hardware Products originally sold by Avaya and ultimately utilized by End User License Type s Designated System s License DS End User may install and use each copy of the Software on only one Designated Processor unless a different number of Designated Processors is indicated in the Documentation or other materials available to End User Avaya may require the Designated Processor s to be identified by type serial number feature key location or other specific designation or to be provided by End User to Avaya through electronic means established by Avaya specifically for this purpose Copyright Except where expressly stated otherwise the Product is protected by copyright and other laws respecting proprietary rights Unauthorized reproduction transfer and or use
66. hin the No Answer Time and the user has Voicemail enabled you are prompted to leave a message When you have finished the call the call information is listed in Call History under the Out tab Double click the call information to redial the number 2 If you are dialling a busy extension from your handset and your call does not go through to Voicemail the Ringback icon is available Click El to set Ringback When Free 3 Do not use spaces when typing the telephone number For example type 123456 not 123 456 Call Back a Missed Call If a call is not answered within the No Answer Time the incoming call is shown in Call History under the Missed tab For more information see The Missed Tab To callback a missed call 1 Click the Missed tab 2 Double click the call to return the call If the outbound prefix is not shown contact your system administrator If the caller has left a voicemail message the Messages tab in the Call History pane indicates you have a new message For more information see Listening to your Messages Page 22 Phone Manager User Guide 15 6000988 Issue 14c 3rd October 2006 IP Office 3 2 Call Handling Using the Call Window When you click Lo press F1 or click Actions gt Call the Call window opens d Tag Show Users 9 Show Directory 9 Show HuntGroups Name Paul Jones Paul Revere Paul Smith To use the Call screen 1 Select the directory you want to searc
67. hone Manager Users Guide Creating a Speed Dial There are several ways to create a speed dial in Phone Manager You can add a new Speed Dial Group member or add an internal user from the IP Office Directory The directory lists all users connected to your IP Office telephone system To create a Speed Dial Group Member 1 Click Speed Dials tab in the Call History area and select the Speed Dial Group to add the speed dial to 2 Right click within the selected speed dial group window 3 Select New gt Speed Dial Group Member The Speed Dial window opens Group Name Tech Authors Sg 9 Internal ame External Work Phone Default Number Home Phone ork Phone Home Phone Mobile Fax Fax Mobile Enter a name into the Name field Enter the required telephone number in the Work Phone Home Phone Mobile and Fax fields The fax field is only available when the speed dial type is external 6 Check the Type of speed dial is correct When Phone Manager recognizes a number as being internal the speed dial type is automatically set as internal If the number is recognized as external the speed dial is set as external For example the number would be recognized as being an external number if a 9 for external access was entered 7 Select the Default Number for the speed dial The option is only available if the type is external The default number is the number dialed when the Speed Dial is double clicked Optional
68. iables N or X in the number For example to allow all numbers from 01923699000 to 01923699099 the DND Exception number can be entered as either 019236990XX or 019236990N Note e If the DND options are unavailable you are unable to change the settings For more information see your system administrator To set DND 1 Click gt Do Not Disturb Alternatively click View gt Preferences gt Do Not Disturb The Do Not Disturb window opens DND Exception Mumber DND Exception List Do Not Disturb 2 To activate DND check Do Not Disturb 3 Optional To receive calls from a specific extension e Enter the extension number in the DND Exception Number field e Click Add The extension number is added to the DND Exception List 4 Click OK to save your changes Note e Any extension number in the DND Exception List can be removed Select the extension number to be removed and click Remove The selected extension number is deleted from the list Phone Manager User Guide Page 79 IP Office 3 2 15 6000988 Issue 14c 3rd October 2006 Phone Manager Users Guide Activating the Door Release Buttons The Door Release settings are only available in Phone Manager Pro The Door names must be entered before you can use Phone Manager Pro to control a door When the names have been entered you can control the door using Phone Manager You can release a door using the Door tab in the Call History pane For more information see The
69. icemail Options e Telephone For more information Selecting Telephone Controls e Phone Manager For more information see Changing General Phone Manager Settings e Park ID For more information see Creating Personal Park Slots e Short Cut Keys For more information see Changing Short Cut Keys e Instant Messaging For more information see Enabling Instant Messaging The extra preference tabs available for users of Phone Manager Pro are e Compact Mode For more information see Viewing Phone Manager in Compact Mode e Date and Time Setting For more information see Changing the Date Settings e Clock Type For more information see Changing the Clock Format e Queue ID For more information see Selecting Queues to Monitor e Door Release For more information see Activating the Door Release Buttons e Agent Mode For more information see Configuring Agent Mode e Screen Pop For more information see Configuring Screen Pop Users of Phone Manager PC Softphone amp VoIP extension users see extra preference tabs e Audio Codec For more information see Changing the Audio Codec Settings e USB Settings For more information see Configuring USB Settings Phone Manager User Guide Page 73 IP Office 3 2 15 6000988 Issue 14c 3rd October 2006 Phone Manager Users Guide Configuring Agent Mode The Agent Mode settings are only available in Phone Manager Pro Agent Mode preferences control the operation of Phone Manager whe
70. ight contain details about calls that were deleted from the All tab Right click a call to view a list of options For more information see Call History Panel Overview Double click a call to make a call to the telephone number listed The details that are shown in the All tab are FIELD Call Status Icon DESCRIPTION The icon shows the type of call Number Either the incoming telephone number or the telephone number that was called If the call was an internal call the extension number is listed From The name that is associated with the number in the directory in the main system or your local directory To The name that is associated with the called number in the directory on the main system or your local directory Tag Text that was entered to identify the call Any calls that you annotate have the text recorded in this area Date amp Time The date and time that the call happened Phone Manager User Guide Page 17 IP Office 3 2 15 6000988 Issue 14c 3rd October 2006 Phone Manager Users Guide The Door Tab Only available in Phone Manager Pro versions If the Door tab is available in the Call History area you can unlock a door by clicking the relevant door button The relay is pulsed open for 5 seconds The door buttons are only available when they have been configured For more information see Activating the Door Release Buttons Front Door Back Door Page 18 Phone Manager User Guide 15 6000988 Issue
71. ing call Place the current caller on hold Repeat steps 3 and 4 until all people that are to join the conference are on hold Click HL Alternatively select Actions gt Conference The Conference tab appears in the Call History pane For more information see The Conference Tab To create a conference call using Drag and drop 1 bk oO bh Make an outgoing call or answer an incoming call Select the Speed Dial user you want to create a conference with Drag the Speed Dial to the Call Status area of Phone Manager The Conference tab appears in the Call History pane and all parties are connected together For more information see The Conference Tab During a conference call you might want to include another person in the conference To add a caller to a conference 1 2 3 4 When in a conference click to put the conference on hold Make a call to the person who you want to include in the conference When the call is answered click Y in place the caller on hold Click H to re join the conference and add the new person to the conference call To remove a member from a conference 1 Click the Conference tab in the Call History area 2 Right click the conference member 3 Select Hang up Page 32 Phone Manager User Guide 15 6000988 Issue 14c 3rd October 2006 IP Office 3 2 Call Handling The Conference Tab After creating a conference from your telephone the Conference tab is available Th
72. ings The Personal Greetings window opens 3 Select the required temporary greeting from the list 4 Select the number of days that the greeting is to be used 5 Click OK to save your changes Phone Manager User Guide Page 49 IP Office 3 2 15 6000988 Issue 14c 3rd October 2006 Phone Manager Users Guide Assigning Personal Greetings When you assign a personal greeting for more than one call type the greeting used for any call is decided using an order of priority The priority order is shown in the flow chart Caller is transferred to voicemail No Temporary Greeting has been set Yes Has a greeting for all calls been selected Play All Calls Personal Greeting No Intemal Caller Is the caller calling from within Extemal Caller the company or are they an external caller Has an extemal greeting been selected Has an intemal greeting been selected Yes Play External Play Internal Personal Greeting Personal Greeting Yes Is your telephone extension busy No Is your extension ringing Has a busy greeting but not answered been selected Yes Has a no answer greeting been selected Play Default System Greeting Play Busy Personal Greeting Yes Play No Answer Personal Greeting Phone Manager User Guide Page 50 IP Office 3 2 15 6000988 Issue 14c 3rd October 2006 Voicemail Personal greetin
73. k Yes to assign the account code e New Create a new icon For more information see Creating an Account Code Speed Dial e Edit Edit an existing icon The Account Code Speed Dial window opens Make the required changes and press OK to save the changes e Delete Delete an existing icon The delete option is only available when you right click over an icon The selected icon is deleted when the delete option is selected e Small Display the icons in small or large form e Export Export the account code speed dials icons The speed dials are saved in a file called AccountCodeSpeeddials CSV The file location is My DocumentslAvayaWP 400 PhoneManager The file name and location can be changed if required e Import Import the account code speed dial icons Phone Manager User Guide Page 35 IP Office 3 2 15 6000988 Issue 14c 3rd October 2006 Phone Manager Users Guide Creating an Account Code Speed Dial Only available in Phone Manager Pro versions Account code speed dials are grouped in the Call History panel in the Account Codes tab For more information see The Account Codes Tab If the Account Code tab is not visible Phone Manager needs to be configured For more information see Changing General Phone Manager Settings To create an Account Code Speed Dial 1 Click the Account Codes tab in the Call History area 2 Right click within the window 3 Select New The Account Code Speed Dial window opens Number
74. l calls and is not supported for VoIP extensions Phone Manager User Guide Page 23 IP Office 3 2 15 6000988 Issue 14c 3rd October 2006 Phone Manager Users Guide Ending a Call When you have finished your conversation or left a Voicemail message you need to end the call There are several ways to end a call To end a call sr e Click Y e Replace the handset e Press End on your keyboard Page 24 Phone Manager User Guide 15 6000988 Issue 14c 3rd October 2006 IP Office 3 2 Call Handling Transferring a Call Making a Consultation Call You can transfer a call to an internal or external telephone number When you need to talk to a user to verify that they are free to accept a transferred call you need to make a consultation call This is called a supervised transfer You can only use this method to transfer calls you have answered To make a consultation call 1 Click OC or press F2 The Transfer window opens For more information see The Transfer Window Type the transfer number into the Number box Click Transfer or press Enter The original call is put on hold Once the call is answered you can talk with the transfer target e You can toggle between the two calls In the Call Details area of the main window both calls can be seen as shown in the example The call status icon shows the call that you are currently connected to To talk to the other caller double click their extension number Their call status
75. lds cocooonoccccnnnoccccnonoccccnononccccnnncncnnno 1 Busy on Held CONTIQUIC iii ds Cc Call CA ee coin Bee aed ae ee Ce Teen A AEN Speed Dial merenn de TEMA a CalliDetallS acia a A aden Call Handling ICONS ooooocccinnccnncconnnccnncccnanaccnanccnnnos 1 Call Hist Vinci is ito cidad 12 1 Account CodeS E Calle Mada ctra dat EE ge Calls Hecehved te aaa aaraa el E ue Rue EE Dial e WEEN EA Aarand dactites neenaess Messages iii rita Missed Calls caia ida QUEUE E ro Tan Speed Dale iaa nar Salar Ss dec teh sas TET TE T 21 Voicemail Messages HIE du ET Configure citar East Eeer Calls Drag ANd Drop Clock Preferences msi Compact View Configure iii an Conference a a eate aaa eaa nn nono nana Conference Capacity ccccceeecesseeesseeeeeneeeeees Conferencing Cemter nees D Date Configure arrasada eii Phone Manager User Guide IP Office 3 2 Date amp Time Gettimg 78 Default Greetmg 50 Default SiZB kenorin iani ri 103 Directory elt is UE 60 Create Emir 61 Directory EntrieS sosro E R 60 Directory Entry Edita a a tee reece 62 from an existing Call 62 DND CONTIGUE ai cnt hans eee eigen 79 EXCMO aein Aine need 79 Do Not Disturb 71 Door Release le e UI 80 E External Greeting ccccccssceeeeceeceeeeeeeeeeeeeeeeeeees 50 F Feature COMPAriSON cccccceeceeceteeeseeeeeeneeeeeeeetees 3 Forward Unconditional ceeeseceeeeeneeeeeeteeeeeeaes 71 Forwarding e
76. le e UE 81 Function KEYS ua iia seen ten 107 G Getting Started oo ini aiir iiaii anii 4 Ee el TEE 90 Greeting Permanent O PA 49 TOMO Yi 49 Greetings PROV EE 50 H Hands Free Operation 100 Help Contents iaa 72 Tutorial nenene EE 72 Hide Phone Manager 86 Hunt Groupe 88 l Instant Messaging Blus E 84 Internal Greeting ooccccnccconnccconocononcccnonananannnncccnnncnnns 50 IP Office Units sssi rrsan ainiai ane 7 IP Soft Phone 101 L LOGIN tele e UE 4 M Mailing Listan a i 54 En EE 54 A Kate 57 Main Window ecusi n a aiaa 9 Maximize ecunu iea e aN 90 Messages Colla os 42 Mobile Twinning eao iat 81 N No Answer Greetimg 50 Page 113 15 6000988 Issue 14c 3rd October 2006 O Off Hook Operation Configure ease id 92 QUO OK iin tne ier ives 90 P ell E 105 PBX Configuration Information oooonccnnnnnnnnnnnnnncccnnnc 5 Permanent Greeting ccccceesceeeeeeeseeeeseeeeeeeeeees 49 Personal Distribution List AMO 53 Deli urn Eli 58 See 54 ie EE 57 MA o nt hanes 53 Personal Distribution Lists Create ui le 54 Personal Greetings oococnccconocicnncccconccononnnanancnanccnnos 50 Create cilia aiid eae deel 47 RECOM 2 3 e 45 Personal Park ID Configure sai iene tinted wade 85 Phone Manager Lite 0 ccc eeeeeeeeeeeeeeeeeeeeeeeeeeeeeeees 1 Phone Manager PC Gotftpbone 1 Phone Manager Pro 1 Plat dr Gotan eS 37 Play SOUNdS act aide eae nian 86 Profile et RETTEN 99 SAVE dao da
77. lephone Controls Selecting the Tabs to Show in Call History To select the tabs to show in the call history panel 1 Click gt Phone Manager 2 Select the options required e Show all displays call information for all incoming and outgoing calls e Show in displays call information for incoming calls e Show out displays call information for outgoing calls e Show missed displays call information for unanswered incoming calls e Show messages displays number of messages in Voicemail 3 Click OK to save your changes For more information see Changing General Phone Manager Settings Page 98 Phone Manager User Guide 15 6000988 Issue 14c 3rd October 2006 IP Office 3 2 Configuring Phone Manager Saving your Preferences You can save the changes that you make to the Phone Manager configuration including speed dials directory information and other settings The settings can be used from another computer if they are saved to the Local Area Network By default the profile is saved to My Documents gt Avaya gt IP 400 gt PhoneManager gt Profiles Profiles can be saved to another location if required The profile is saved as an xml file The file can be loaded onto another PC running Phone Manager if the file is accessible from that PC Note e The name of the profile must match your extension number The Phone Manager prevents you from loading a profile saved with a different extension number To save your profile 1
78. lls When the maximum capacity is reached the oldest record is deleted when a new record is added Right click a call to view a list of options For more information see Call History Panel Overview Double click a call to re dial the number The details that are shown in the Out tab are FIELD Call Status Icon DESCRIPTION The icon shows the type of call Number The telephone number that was dialed If the call was an internal call the extension number is listed From The name that is associated with the number in the directory in the main system or your local directory To The name that is associated with the called number in the directory on the main system or your local directory Tag Text that was entered to identify the call Any calls that you annotate have the text recorded in this area Date amp Time The date and time that the call happened Hold Time The length of time that the call was on hold Call Duration The total length of time that the call lasted Phone Manager User Guide Page 15 IP Office 3 2 15 6000988 Issue 14c 3rd October 2006 Phone Manager Users Guide The Missed Tab The Missed tab is available to all versions of Phone Manager If the tab is not visible you need to select to show missed calls For more information see Changing General Phone Manager Options The Missed tab lists the unanswered incoming calls to your extension A maximum of 100 calls are listed When the ma
79. lot and then park a call When a call is parked you can not add a tag to the park slot To park a call e Click a vacant park slot button to park the call The parked call is highlighted and contains information regarding the call for example the source number of the call A call from extension 203 is parked in the first park slot You can identify a parked call with a text description The description is shown instead of the call s source number This is known as tagging To tag and park a call 1 Right click a vacant park slot button The Call Tag window opens 2 Type the description 3 Click OK The call is parked and the description appears on the Park button The parked call has been tagged with the callers name To collect a parked call 1 Click the park button displaying the parked call in the Call Park area Alternatively click Actions gt Park Unpark 2 You are connected to original caller Page 30 Phone Manager User Guide 15 6000988 Issue 14c 3rd October 2006 IP Office 3 2 Call Handling Recording a Call Recordings are only supported when Voicemail Pro is installed and you are operating in Agent Mode For more information see Agent Mode Operation You can record your calls either the complete call or just part of the call When you start to record your conversation a warning that the call is being recorded might be played before the start of the recording If Advice of Call Recording is required
80. ls again Remember that both the user name and password is case sensitive You can select the user name from the User List window For more information see The User List Window e There might be network problems For more information see your system administrator e Your telephone might not be connected to or logged on to the telephone system Page 4 Phone Manager User Guide 15 6000988 Issue 14c 3rd October 2006 IP Office 3 2 Introduction Logging in as an Agent If you are working in Agent Mode you might need to login with a different extension number from that of your physical extension When you close Phone Manager you are logged off and the telephone reverts to its base extension number To start Phone Manager when working in Agent Mode 1 Click Start gt Programs gt IP Office gt Phone Manager The IP Office Phone Manager Login window opens Phone Manager Login User Name Extn 9 Remember Password Password Unit NameWP Address Agent Mode A LoginiLogout Base Extension In the User Name Extn field type your extension number or user name The user name is case sensitive Alternatively select the details from the User List window e Make sure that the Unit NameWP Address field contains a valid name or address of an IP Office unit e Click User List to open the User List window For more information see The User List Window Optional In the Password field type your passwor
81. m the Call Details area and drop it on the destination speed dial If you recognize a calling name or number of an incoming call you can transfer the call without answering the call You must have a speed dial associated with the destination number For more information see Creating a Speed Dial To transfer a call without answering the call 1 Click the Speed Dial tab 2 Drag and drop the speed dial associated with the destination number over the incoming call In the example the incoming call from extension 210 has not been answered The speed dial associated with extension 280 is dragged over the incoming call When the speed dial is dropped extension 210 is connected to extension 280 To Extn203 Tag Number From y 20 Extn210 Ext Ka 2 2 3 Paul Jones Paul Smith Page 26 Phone Manager User Guide 15 6000988 Issue 14c 3rd October 2006 IP Office 3 2 Call Handling Transferring a Caller to Voicemail If a caller wants to leave a message for a user you can transfer the caller directly to voicemail To transfer a call to Voicemail 1 click OF Alternatively press F2 or click Actions gt Transfer The Transfer window opens For more information see The Transfer Window Type the transfer number or select from the directory Click the Voicemail button The caller is transferred to voicemail The Transfer Window When you are connected to a call and you click OC or press F2 the Transfe
82. mber Click Forward On Busy and enter the same extension number Click Do Not Disturb tab Enter the Forward on Busy extension number as a Do Not Disturb Exception Click Add Click OK When a call is received at the forwarded extension H can be transferred back to your extension E ar ei For more information see Setting your Forwarding Options Page 96 Phone Manager User Guide 15 6000988 Issue 14c 3rd October 2006 IP Office 3 2 Configuring Phone Manager Setting Do Not Disturb DND If DND is turned on your telephone does not ring when incoming calls are received The caller gets the Busy tone or is transferred to Voicemail To turn on DND 1 Click gt Do Not Disturb 2 Click Do Not Disturb option 3 Click OK The title bar of Phone Manager Pro indicates that DND is set To turn off DND 1 Click gt Do Not Disturb 2 Click Do Not Disturb option to remove the selection 3 Click OK The DND indicator in the title bar of Phone Manager Pro is removed For more information see Setting Do Not Disturb Setting a Do Not Disturb Exception Number You might be expecting an important call and wish to ensure that the call is answered even when you have Do Not Disturb set This incoming number can be entered as a Do Not Disturb Exception To set a do not disturb exception number 1 Click gt Do Not Disturb 2 Type the extension number in the DND Exception Number box The variables N or X can also be used N
83. n Agent Mode operation is used If the Agent Mode check box is selected you are in Agent Mode When in Agent Mode additional icons are shown in the Phone Manager toolbar For more information see Agent Mode Operation The list shows the groups of which you are a member The checked groups are those for which you receive calls when you are not in a Busy Wrap Up or Busy Not Available state The unchecked groups are those for which your membership is currently disabled Note e If the Agent Mode options are unavailable you are unable to change the settings For more information see your system administrator To configure the Agent Mode settings 1 Click gt Agent Mode Alternatively click View gt Preferences gt Agent Mode The Agent Mode window opens O Agent Mode select the groups you wish to log onto v Overflow Clear All 2 Check or un check the required options e Select All This selects all the groups in the list e Clear All This clears you from all groups in the list 3 Click OK to save your changes Note 1 If you use a group key or function on your telephone to go in or out of group it will do so for all groups of which you are a member rather than just those selected in the Agent Mode tab 2 In Agent Mode the functions of the F1 and F3 keys are swapped F1 becomes account code and F3 becomes call Page 74 Phone Manager User Guide 15 6000988 Issue 14c 3rd October 2006 IP
84. n206 Extn207 Extn208 Phone Manager User Guide Page 53 IP Office 3 2 15 6000988 Issue 14c 3rd October 2006 Phone Manager Users Guide Editing a Personal Distribution List When you have created a PDL you can amend it at any time New members can be added and members can be removed from the list A public list created by someone else can only be changed by the person who created the list To amend the members of a PDL 1 View the members of the PDL For more information see Viewing a Personal Distribution List 2 Click Edit The PDL members are copied to the panel on the right 3 Members can be removed from the list e Right click the extension number that you want to remove e Click Delete List ID 456 List Name Team 4 Members can be added to the list e Right click in the blank area beneath the List name e Click Add e Click an extension number or name 5 Click Update to save all your changes Creating a Personal Distribution List Page 54 Phone Manager User Guide IP Office 3 2 15 6000988 Issue 14c 3rd October 2006 Voicemail Phone Manager Pro Only A Personal Distribution List PDL is a list of mailbox numbers that you can use to distribute messages to groups of mailboxes You can create a private list or create a list that is available to other users by making the list Public Up to 20 lists can be created with a maximum of 360 members per list To create a PDL 1 Click gt Voicemail tab
85. nal numbers e External Check this box to pop the Phone Manager for external numbers 3 Select the Phone Mode option e Ringing Check this box to pop Phone Manager when the telephone rings e Answering Check this box to pop Phone Manager when you answer the telephone 4 Inthe Program to Pop field enter the content management package that you want to use 5 The content management package must be configured Click Configure Page 90 Phone Manager User Guide 15 6000988 Issue 14c 3rd October 2006 IP Office 3 2 Configuring Phone Manager 6 Enter the required information depending on the content management package you selected e ACT Enter your database file name dbf the name of your Database and your password of the Act Database e Goldmine Enter the path of the Server gmw6 exe e Maximizer Enter the path of the Server Maxwin exe e External This is a Third party External Program specifier that is executed when normal popping would occur Several call parameters are passed to the external program when called For more information see the Applications Installation and Administration guide 7 Optional Select the Outlook option If there are no matches for the incoming call in the selected content management package Outlook is checked for a matching entry in the default Contacts folder If the incoming number matches a number in one of your contacts that contact will pop up MAPI must be installed on your PC fo
86. nd select Edit The speed dial window opens Make the changes as required Click OK m e o mn Changing a Default Number For external speed dial icons you can change the default number The speed dial icon changes to indicate the new default number type To change the default number 1 Click Speed Dials tab in the Call History area 2 Right click the speed dial containing the default number that you want to change 3 Select Default Number The current default number type is ticked Select the new default number type for the Speed Dial 4 The speed dial icon changes The speed dial uses the default number associated with the number selected For more information see Viewing Speed Dials Deleting a Speed Dial Speed dials that are no longer required can be removed To delete a Speed Dial 1 Click the Speed Dials tab in the call history area 2 Select the Speed Dial Group that contains the speed dial 3 Right click the speed dial icon 4 Select Delete Page 70 Phone Manager User Guide 15 6000988 Issue 14c 3rd October 2006 IP Office 3 2 Features Setting an Absent Message The Absent Status feature assists internal callers when you are not at your desk The information you enter appears on their screen in the tag field when they make a call to your extension For telephones with suitable displays the text is shown on the display of your telephone and on an internal caller s telephone Absent Message On Vac
87. ne Manager you can set up to three transfer options For more information see Entering Transfer Options You can not modify the transfer options if you do not have permission to configure voicemail For more information see your system administrator There are two steps in using personal greetings 1 Record the personal greeting For more information see Recording Greetings 2 Assign the greeting For more information see Using Personal Greetings Note e Not all options are configurable by all users For more information see your system administrator Page 44 Phone Manager User Guide 15 6000988 Issue 14c 3rd October 2006 IP Office 3 2 Voicemail Recording Greetings You can record a library of up to 9 of your own personal greetings These are the greeting messages heard by callers when they are directed to your voicemail You can then select which greeting to apply to different call types You can listen to a greeting message that you have recorded and re record the message at any time Note e A greeting must be longer than 3 seconds The maximum length of a greeting is 120 seconds by default To record a new personal greeting 1 Click gt Voicemail Alternatively click View gt Preferences gt Voicemail Click Configure Personal Greetings The Configure Personal Greetings window opens The greetings are listed in the Available Greetings section Click any greeting button where there is no description or duration The Recor
88. nistrator Note e f you need to re dial the number you need to re enter the valid PIN Phone Manager User Guide Page 37 IP Office 3 2 15 6000988 Issue 14c 3rd October 2006 Phone Manager Users Guide Speed Dial with PIN Restrictions You can create a speed dial with a PIN When the speed dial is used if the PIN is valid the call is connected When an invalid PIN is entered an error message is shown and you are prompted to re enter the PIN To create a Speed Dial Click the Speed Dials tab in the Call History area Select the Speed Dial Group to add the Speed Dial to Right click within the selected Speed Dial Group window Select New gt Speed Dial Group Member The Speed Dial window opens Type the Name and required telephone numbers Click PIN The PIN window opens oa pon Confirm PIN 7 Type the PIN to be associated with the telephone number Confirm the PIN then click OK The speed dial type is set as External Click OK Test the speed dial If an invalid PIN was entered the message Call Failed Account Code Required is shown Page 38 Phone Manager User Guide 15 6000988 Issue 14c 3rd October 2006 IP Office 3 2 Call Handling Working with Queues Phone Manager Pro only Calls to a hunt group are held in a queue when all available extensions that are members of the hunt group are busy or ringing If you are a member of a hunt group you are automatically presented with calls to the group
89. ns Press Press to send the message You hear a confirmation message that the delivery is scheduled Your message is sent to all the extensions in the PDL To send a message to the members of a public PDL 1 Press 1 to record the message that you want sent to every one in the list After the tone start recording your message Press to finish recording You are prompted to enter the extensions to send the message to You are going to use a PDL that contains all the extensions 4 Press 5 You are going to use a public PDL that you did not created Enter the extension number of the Public PDL owner and press You hear the name of the mailbox owner and you are asked to enter the list identification 6 Enter the list ID and press You are told the list number and the number of members in the list You are prompted to enter the extension numbers You are using a PDL that contains all the extensions Press Press to send the message You hear a confirmation message that the delivery is scheduled Your message is sent to all the extensions in the PDL Phone Manager User Guide Page 57 IP Office 3 2 15 6000988 Issue 14c 3rd October 2006 Phone Manager Users Guide You can forward a message to the several mailboxes at the same time using a PDL If you forward a message you can choose to add a comment to the start or end of the message Messages marked as private by the sender cannot be forwarded Login 2 Get mess
90. o change 3 Select the Short Cut Key from Select new shortcut drop down box 4 Click Assign 5 Click OK to save your changes Phone Manager User Guide Page 89 IP Office 3 2 15 6000988 Issue 14c 3rd October 2006 Phone Manager Users Guide Configuring Screen Pop The screen pop settings are only available in Phone Manager Pro The screen pop window is used to enable integration to contact management packages so that Phone Manager can screen pop contact details The screen pop options are only available when the content management packages are installed and are detected by Phone Manager Note 1 The ACT Goldmine or Maximizer database needs to be open on your desktop The record of the caller pops in receipt of the call 2 Ifthe screen pop options are unavailable you are unable to change the settings For more information see your system administrator The content management packages that have been tested are e ACT 6 0 e Goldmine 6 0 and 6 7 e Maximizer 7 5 Enterprise e Microsoft Outlook 2000 2003 and XP To configure screen popping 1 Click gt Screen Pop Alternatively click View gt Preferences gt Screen Pop The Screen Pop window opens Phone Number Phone Mode Internal O External Y Ringing O Answering Program To Pop Pm Pore Act Goldmine Maximizer External Outlook 2 Select the Phone Number option e Internal Check this box to pop the Phone Manager for inter
91. on see Using Account Codes e In Agent Mode the functions of the F1 and F3 keys are swapped F1 becomes account code and F3 becomes call These are the default settings Avaya recommends that only Avaya telephones are used in call centers Most standard telephones are not designed for normal call center conditions for example the high number of on hook off hook actions and key presses Standard telephones are okay in most domestic and business situations they are likely to fail frequently in a call center environment Page 100 Phone Manager User Guide 15 6000988 Issue 14c 3rd October 2006 IP Office 3 2 Configuring Phone Manager PC Softphone Operation The system administrator can create VoIP extensions When Phone Manager Pro is associated with a VoIP extension number and Enable VoIP is selected in the Phone Manager preferences two additional controls become active Ke e Click the drop down symbol to display a volume slider e Click the main body of either icon to turn mute on off An example of a muted icon is shown KR This type of operation is also called IP Soft Phone VoIP only works if e the PC has audio setup for example speakers and microphone or a headset and microphone e licences are available For more information about configuring a Softphone user see the Applications Installation and Administration guide Phone Manager User Guide Page 101 IP Office 3 2 15 6000988 Issue 14c 3rd October 2006 Phon
92. on number This is used for temporary redirection when you are away from your own extension but are available on another extension You must enter an internal extension number as the Follow Me destination e If the number at the forwarded location is busy the call is forwarded to the number set as your Forward on Busy No Answer number e If the number at the forwarded location is not answered the call is forwarded to the number set as the Forward on Busy No Answer number e f you have Forward Unconditional selected the setting is ignored when Follow Me is selected e You can make calls from your original extension e Any Speed Dial associated with the original extension number does not indicate that your calls are being forwarded to another number Forward Unconditional If Forward Unconditional is selected and a number entered ALL your calls are redirected e All incoming calls to your extension are immediately forwarded to this number e You can still make outgoing calls from your extension e The options Forward on Busy and Forward On No Answer are unavailable e External and Internal calls are forwarded to the number When Forward Unconditional is selected the option Forward Internal Calls is automatically selected e Ifthe option Forward Internal Calls is selected ALL calls are redirected If Forward Internal Calls is not selected external calls are forwarded and internal calls are presented to your extension
93. or both multimedia and USB 3 Click OK to save your changes Page 93 Phone Manager User Guide IP Office 3 2 15 6000988 Issue 14c 3rd October 2006 Phone Manager Users Guide Configuring the Voicemail Options You can control the Voicemail operation of your extension by setting your preferences assuming Voicemail is available on your system Some options are only available if the user has access rights granted in IP Office Manager The two buttons at the bottom of the screen open windows where you can configure your e Personal Distribution List Click this button to configure your Personal Distribution Lists PDL For more information see Creating a Personal Distribution List e Personal Greetings Click this button to configure your Personal Greetings For more information see Using Personal Greetings Note e If the Voicemail options are unavailable you are unable to change the settings For more information see your system administrator To change your voicemail options 1 Click gt Voicemail Alternatively click View gt Preferences gt Voicemail The Voicemail window opens General Y Voicemail 9 Voicemail Ringback Yoicemail Transfer Options Transfer Caller To Skip Mailbox Greeting Transfer Caller To Transfer Caller To Select the Voicemail checkbox to turn on voicemail Callers can leave a message if the option is selected Optional Select Voicemail Ringback to turn on ringback When sele
94. or example 9 is not shown contact your system administrator Add to Directory Automatically create a directory entry from the call information For more information see Managing Directory Entries Overview Add to Speed Dial Automatically create a speed dial from the call information For more information see Viewing Speed Dials Add to Outlook Automatically add the call information to the Outlook contacts folder The Add to Outlook option requires Microsoft Outlook to be installed on your computer and the correct configuration of MAPI For more information see your system administrator Copy The Number from the selected call is copied in to the clipboard Delete Entry The currently selected call is deleted from the call history Clear All the call information listed in the current tab is cleared Clear All tabs All the call information listed in the In Out Missed and All tabs is cleared Phone Manager User Guide Page 13 IP Office 3 2 15 6000988 Issue 14c 3rd October 2006 Phone Manager Users Guide The In Tab Only available in Phone Manager Pro versions If the In tab is not visible and you are using Phone Manager Pro you need to select to show incoming calls For more information see Changing General Phone Manager Options The In tab lists the calls received at your extension A maximum of a 100 calls can be listed When the maximum capacity is reached the oldest record is deleted when a new record is adde
95. or example the members of your team For more information see Using a PDL Your mailbox can have up to 20 PDLs associated with it Each list can contain up to 360 mailbox numbers Lists can be private or public Private lists can be used only by you Public lists can be used by other mailbox users when they forward a message However public lists can not be modified by other users For more information see Creating a PDL You can view your PDLs and check how many members mailbox numbers each contains You can modify your own lists by deleting or adding members For more information see Editing a PDL You can also create your own list by importing the contents of a public list from another mailbox For more information see Creating a PDL Viewing a Personal Distribution List When a PDL is created you can view the members of the list You can view your own PDLs and any public lists that were created by other people To view the members of a PDL 1 Click gt Voicemail tab 2 Click Configure Personal Distribution List button 3 Inthe Select required mailbox field click the mailbox that you want to view 4 Click the PDL that you want to see the members of The extension numbers are shown in the panel under the lists of PDLs Select required mailbox Paul Smith PDL Number ListID ListName List Type 456 Team 1478 Reviewers Private 2006 Contracts Public Coser Extn202 Extn203 Extn204 Ext
96. or more information see Recording a Call Phone Manager User Guide 15 6000988 Issue 14c 3rd October 2006 IP Office 3 2 Appendix Short Cut Keys The listing shows the default operation of the function keys All the functions keys can be configured in the Shortcut configuration form F1 Call For more information see Making a Call F2 Transfer For more information see Transferring a Call Unsupervised F3 Account Code For more information see Using Account Codes F4 Hold Call For more information see Holding a Call F5 Record For more information see Recording a Call F6 Absent Status for more information see Setting an Absent Message FQ Park Unpark For more information see Parking a Call F10 Park Unpark For more information see Parking a Call F11 Park Unpark For more information see Parking a Call F12 Park Unpark For more information see Parking a Call Enter Answer For more information see Answering Calls Esc Clear End Hangup For more information see Ending a Call Note e When Phone Manager is in Agent Mode the roles of the F1 and F3 functions are swapped Phone Manager User Guide Page 107 IP Office 3 2 15 6000988 Issue 14c 3rd October 2006 Glossary A Account Code Account Codes are used to track calls for example a solicitor may wish to record the amount of time spent on a call to a client Each client is given an account code and that code is used when making a call
97. our mailbox from the drop down list at the top left in the window Select the PDL to be deleted Click Delete Hr ZS Sc Jo Page 58 Phone Manager User Guide 15 6000988 Issue 14c 3rd October 2006 IP Office 3 2 Features Overview This section of the guide explains Managing directories Directory Entries store regularly dialed internal or external numbers Directory Entries appear in the Call screen for quick dialling For more information see Managing Directories Overview Creating and using speed dials You can use speed dials to save regularly dialed internal and external numbers for future use There are two types of Speed Dials Internal where Tool Tips are shown and External For more information see Viewing Speed Dials Setting an absent message The Absent Status feature assists internal callers when you are not at your desk The information entered is shown on their Call screen when a call is made to your extension For more information see Setting an Absent Message Finding out more about Phone Manager You can use the help files and learn more about using Phone Manager by viewing the tutorials For more information see Getting Help Phone Manager User Guide Page 59 IP Office 3 2 15 6000988 Issue 14c 3rd October 2006 Phone Manager Users Guide Managing Directories Overview Only available in Phone Manager Pro versions Directory Entries store regularly dialed internal or external numbers for quick dialling Wh
98. out having to physically lift the phone on off the cradle When using a Hands Free phone and or headset the phone should be left off hook permanently P Park It is sometimes necessary to temporarily park a call to handle some other task receive a new call or deal with an interruption To aid this the main system has four parking areas These are available to all Users on the system The park areas use Park ID 1 2 3 and 4 The Call Park Area gives a Park button for each Park ID so that a call can be easily parked and unparked by any User on the system by clicking on the specific Park button PBX The main unit providing the telephone service This is configured by your System Administrator PDL Personal Distribution List also referred to as a Mailing List R Ringback The Ringback function will set a Ring Back When Free on then busy destination extension When the destination becomes free your phone will be called back S Screened Transfer To transfer a call to an internal or external destination and allowing this destination to verbally accept the call before completing the transfer Speed Dials Icons created to store frequently used internal or external numbers for quick dialing Page 110 Phone Manager User Guide 15 6000988 Issue 14c 3rd October 2006 IP Office 3 2 Glossary T Tag Text used to identify a call U User This is an account set up on the main system for each User of your telephone system Each User
99. plication is closed Phone Manager Pro looks for all configurations on start up If the Status tab does not come to the front when a call is answered the Phone Manager settings need to be changed For more information see Changing General Phone Manager Settings The Status tab automatically comes to the front 15 seconds after displaying the Script tab If you want the script to remain in view clear the Show Status option For more information see Changing General Phone Manager Settings If a call to an internal user is not answered within the No Answer Time and the user has Voicemail enabled you are prompted to leave a message When you have finished the call the call information is listed in Call History under the Out tab Double click the call information to redial the number If you are dialling a busy extension from your handset and your call does not go through to Voicemail the Ringback icon is available Do not use spaces when typing the telephone number For example type 123456 not 123 456 The Tag feature is only available for internal calls and is not supported for VoIP extensions You can not modify the transfer options if you do not have permission to configure voicemail For more information see your system administrator If more than one Speed Dial is created for the same internal user only one Speed Dial acts as a Busy Lamp Field In order for the Busy Lamp Field feature to operate your PC must be on the s
100. r search users hunt groups or directory entries by checking the Show Users Show Hunt Groups or Show Directory check boxes Phone Manager directory entries are always shown Transfer Click this button to transfer the call to the number entered Cancel On selecting Cancel all the information entered is lost and you are returned to the Main Window Help Click to show help for Phone Manager Voicemail The Voicemail button calls voicemail rather then calling the user direct Blind Transfer The Blind Transfer button transfers the call to the destination entered in the Number field without waiting for the destination to be answered Park For If the extension called is busy the caller can be put on hold against the busy extension The call is automatically presented after the hold time expires or when the busy extension becomes free Details of the returned call Timeout or Free appear in the Tag field The time a call is held is controlled by the IP Office Manager application By default the hold time is 15 seconds For more information see your system administrator Reclaiming a Call After you have transferred a call to another number you can reclaim the call back to your own telephone You can only reclaim a call that is presented to a Phone Manager user but not answered To reclaim a call e Click Actions gt Reclaim Alternatively press Subtract on your keyboard Page 28 Phone Manager User Guide 15 6000988 Issue 14c 3r
101. r this facility to be available For more information see your system administrator 8 Click OK to save your changes Phone Manager User Guide Page 91 IP Office 3 2 15 6000988 Issue 14c 3rd October 2006 Phone Manager Users Guide Selecting Telephone Controls You can control the basic telephony features of your extension by setting your preferences Note If the Telephone options are unavailable you are unable to change the settings For more information see your system administrator To set your telephone preferences 1 Click gt Telephone Alternatively click View gt Preferences gt Telephone The Telephone window opens Call Waiting O Off Hook Operation Y Busy on Held Calls Optional Select the Call Waiting check box to turn on call waiting This allows a call to be presented to your telephone even when it is in use A beep is heard and Call Status shows who is calling Press Recall on the phone or select the second call in Call Status You will receive the waiting call and your current call will be placed on hold You can then swap between calls by clicking the call you require Note e The Call Waiting settings are ignored if you are configured as a call appearance user Optional Select the Off Hook Operation check box to turn on the off hook operation Select Off Hook operation for the telephone to be controlled by Phone Manger Pro You will not have to physically lift the telephone handse
102. r window opens Available Extn280 Tag Show Directory Show Users Show HuntGroups Enter the telephone number of the person you want to call into the Number field and click the Transfer button The number is called The fields available are Number The telephone number or short code that is dialed when the Transfer button is selected If the call is an internal call the status of the target extension or user is shown above the number field Name This is the name associated with number to be called The name might be a user hunt group or directory entry The name is automatically entered when a match is found with the digits entered in the Number field Alternatively type the name in the Name field and if a match is found the number required is automatically entered As you type each letter of the name the directory list is automatically truncated to show only those names that match the letters typed in the Name field Phone Manager User Guide Page 27 IP Office 3 2 15 6000988 Issue 14c 3rd October 2006 Phone Manager Users Guide Tag You can use the Tag field to add messages to the outgoing call to internal extensions only The Tag feature is not supported for VolP extensions Directory List The Directory List contains details of names and numbers configured on the IP Office and in your own personal directory A personal directory is only available to Phone Manager Pro users You can select whether to display o
103. ram The version is Phone Manager Lite unless suitable licences are entered on the telephone system Phone Manager Lite No license required Phone Manager Pro A Phone Manager Pro license key is required for each Phone Manager Pro user If insufficient licences are available Phone Manager operates in Lite mode Agent Mode This mode is a selectable option available to a Phone Manager Pro user In this mode the Phone Manager user has access to several agent related functions as toolbar icons Login Mode Hot Desking This mode is a selectable option available to a Phone Manager Pro user Starting or stopping Phone Manager logs the user on or off an extension The extension is specified when starting Phone Manager While logged on the Phone Manager extension number overrides the physical extension number Phone Manager Pro PC Softphone Conversations take place through a sound card or USB headset handset Both a Phone Manager Pro and a Phone Manager Pro IP Audio Enabled license key are required for each user If insufficient licences are available Phone Manager operates in Lite mode Any reference in the guide that indicates a feature is only available for Phone Manager Pro then the feature is also available for Phone Manager PC Softphone Further information about Avaya IP Office is available from www avaya com support and also from www avaya com ipoffice knowledgebase Phone Manager User Guide Page 1 IP Office 3 2 15 6000988 Iss
104. rectory ro ccorsazarn eege EERSTEN 60 le oa RE A A e aioa eaa ae 61 Creating a Directory Entry trom an Existing Call na ata 62 Editing a Directory Entry keers seei aeiee a A a it 62 n ele EE 63 Creating and Using Speed Met 64 VIEWING EE pesa ADI Sua cias 64 The Speed Dials Tab E 66 USDA A Speed Dial sin e N AA AA AS 67 Greate a Speed Dial round 67 Creating a Speed DA a aa 68 Editing as Pre a a rh a ld a dak ad ea Oi 70 Deleting a Speed Dial econo leds 70 Setting an Absent EE 71 Getting Me Desastre taa 72 Configuring Phone Manage Finis tuwstisavenaadeataeutientnns 73 Changing Phone Manager Settings escoria iaa rar renege 73 Contiguring Agent Mode ansiada il db 74 Changing the Audio Codec Settings a asmsttebada 75 Changing the Clock FO Matos ol os 76 Viewing Phone Manager in Compact Mode AAA 77 Changing the Date E 78 A A EE E E NEEE 79 Activating the Door Release BUON S ivicoriosso ride diiniita 80 Setting your Forwarding lt 81 Enabling Instant Messaging patas dde rada cdi 84 Creating Personal Park Slots ccoo acts le da raid 85 Changing General Phone Manager Settings nn ncnnnnnnnnnnnns 86 Selecting Queues to e TEE 88 Changing Short C t OS tt a a ed 89 Config ring Screen POP E 90 Selecting Telephone Controla A 92 Gontiguring BET in Te EE 93 Configuring the Voicemail Options E 94 Setting your EE 95 IR 95 Parning AE ON de e 95 Turning Voicemail Ringback On or Off pie 95 Taking Your Calls at another Extension atrio ratio 96
105. reen buttons The menu buttons Configure and Functions have been replaced with the File View and Actions menu buttons Page 2 Phone Manager User Guide 15 6000988 Issue 14c 3rd October 2006 IP Office 3 2 Introduction Phone Manager Feature Comparison The table highlights the differences when running Phone Manager in each version Feature Phone Manager Phone Manager Phone Manager l Lite l Pro _ PC Softphone Make and receive calls through the application l r l g l g Configure telephone preferences l d l S l d Configure keyboard shortcuts l dr l g l d Show the Caller ID Name l ef l VI l A Create Speed Dials l 15 max l 1000 max l x 1000 max Create Busy Lamp fields using speed dials l 15 max l 1000 max l 1000 max Create multiple speed dial tabs to group busy x 10 tabs max 10 tabs max lamp field icons 100 speed dials 100 speed dials l l per tab l per tab View the application in Compact Mode l x l E A Create a local phone directory x 1000 max l Y 1000 max View the call history log for all and missed w d y messages View a separate incoming and outgoing call log x 7 d Collect new voicemail messages l d l y l ri Have voicemail box control from the application x JZ J Intuity and IP Office modes l l l Create a Personal Distribution List x y F Intuity mode only l l l Assign incoming call scripting l x l ri Fi Show the length of time spent on a call l x l d l Fi Door opening cont
106. rol x l J E Monitor queues x Pe Y Conference control display d l ff df Conferencing Center action buttons l F l l Bi Screen Pop contacts x Y Y Simple Outlook contact record creation l x l i Fi Agent mode x ri A Distinctive ringing WAV file x F F Advice of charge indication x ei ei only supported in Greece and Germany l l l Post connect dial J J J sending DTMF when connected to another party Requires licence key on PBX to operate x Y w Identify a call by giving H a descriptive tag l i l d l x Amend the audio codec l x l x l A Set voicemail transfer numbers l x l F l ef Create voicemail greeting messages l x l JZ l d Apply PIN restrictions l x l Fi l 2 Use Account Codes l Fi l r l F Transfer calls using drag and drop x J y View the status of an internal user for example _ F d d online Send Instant Messages IM to an internal user y d 2 These features are only available when Microsoft Live Communications Server LCS is also available Phone Manager User Guide Page 3 IP Office 3 2 15 6000988 Issue 14c 3rd October 2006 Phone Manager Users Guide Starting Phone Manager Logging in to Phone Manager You must login to Phone Manager before you can use the application The Login window contains details so that Phone Manager can communicate with the telephone system If you are unable to Login see your system administrator To start Phone Manager 1 Click Start gt Programs gt IP Office gt Phone Manager Th
107. rotective rights of Avaya or others Intellectual property related to this product including trademarks and registered to Lucent Technologies have been transferred or licensed to Avaya All trademarks identified by the or are registered trademarks or trademarks respectively of Avaya Inc All other trademarks are the property of their respective owners This document contains proprietary information of Avaya and is not to be disclosed or used except in accordance with applicable agreements Any comments or suggestions regarding this document should be sent to wgctechpubs avaya com 2006 Avaya Inc All rights reserved Avaya Unit 1 Sterling Court 15 21 Mundells Welwyn Garden City Hertfordshire AL7 1LZ England Tel 44 0 1707 392200 Fax 44 0 1707 376933 Web http www avaya com ipoffice knowledgebase Page 116 Phone Manager User Guide 15 6000988 Issue 14c 3rd October 2006 IP Office 3 2
108. roup called CustomerHelp CustomerHelp 3 Calls Queued If you are a member of a Hunt Group a queued call is automatically presented in Call Status The name of the Hunt Group is shown in the To field The call can be answered in the normal way To answer a call in a specific queue 1 Click the Queue tab in the Call History panel The queues that you are monitoring are visible 2 Double click on the Queue name to answer a call that the queue e Note You can also answer a queued call by selecting either PickupQueue1 or PickupQueue2 from the Actions menu To refuse a queued call e H you double click on the wrong Queue or are presented with a queued call that you cannot deal with you can use the Clear Esc function to refuse the call and return it to the queue Phone Manager User Guide Page 39 IP Office 3 2 15 6000988 Issue 14c 3rd October 2006 Phone Manager Users Guide The Queue Tab Phone Manager Pro only When configured the Queue tab is available in the Call History area Up to two queues can be monitored The monitors indicate the number of calls currently queued for that hunt group Each call held in a queue is indicated by a blue box When the mouse pointer is moved over a Queue monitor the number of calls in the queue is displayed in the tool tip For more information see Working with Queues You can select the hunt groups that you want to monitor The hunt group must already exist on the system and must have q
109. s that you can use text account codes rather than just numbers Account codes entered with calls are only recorded by the system if they match an account code already configured on the system For a list of valid account codes see your system administrator To make a call using an account code 1 Click Actions gt Account Code Number Name Account Code Show Users Show Directory 9 Show HuntGroups Name ACE Limited 2 Inthe Account Code field select the code from the drop down list to be assigned to the call See your system administrator for a list of valid account codes 3 Select the external number to call 4 Click Call The call is made If you receive the Call Failed Account Code Required message whenever you make an outgoing call without an Account Code this means your user account is configured to ensure that you always assign an account code to an outgoing call For more information see your system administrator If the wrong account code is entered a warning message is given The call continues to be processed without an account code You can assign an account code during a call To assign an account code during a call 1 During the call click Actions gt Account Code The Account Code window opens 2 Select the appropriate account code 3 Click OK Page 34 Phone Manager User Guide 15 6000988 Issue 14c 3rd October 2006 IP Office 3 2 Call Handling The Acco
110. s the call equivalent to picking up a telephone handset When making an outgoing call Dial Tone is heard when the Call button in the Call window is pressed Agent Mode Operation Phone Manager Pro only Phone Manager can be used as a call center tool in Agent Mode You can perform several call center functions without needing a specially designed call center telephone with dedicated keys for functions such as busy wrap up Agent Mode is enabled through the Agent Mode tab within Preferences Note e Logging on and logging off is separate from Agent Mode For more information see Logging in as an Agent In Agent Mode E KE e Phone Manager displays Busy Wrap Up BD na Busy Not Available icons You can use the icons to go into those states e Use Busy Wrap Up when you temporarily need to stop receiving calls when you wrap up the details of the call just finished e Use Busy Not available when you need to stop receiving calls for some other reason e The Select Group fh shows the groups for which you will receive calls when not in Busy Wrap Up or Busy Not Available For more information see Configuring Agent Mode e The Start Solana Stop cons are available for recording conversations Call recording requires IP Office Voicemail Pro For more information see Recording a Call e You can use the Account Codes tab to make calls with the appropriate account code or to easily apply an account code to a current call For more informati
111. sed Any changes made since the Configure Directory Window was opened are saved Page 60 Phone Manager User Guide 15 6000988 Issue 14c 3rd October 2006 IP Office 3 2 Features Adding a Directory Entry A new directory entry can be created The entry is shown in the Call window when the Show Directory option is selected For more information see Using the Call Window To create a new directory entry 1 Click File gt Directory gt New The Directory Entry window opens Number 101202 23487654 Name Felix Grey Script File Media File DUENA Enter the telephone or extension number into the Number box Enter the name to be associated with the number into the Name box Optional Click Browse For Script to select a txt or rtf file The file is shown when a call is made to the number entered in the Number field The text file shows in the Script tab when the Caller ID matches an incoming caller name For more information see The Script Tab 5 Optional Click Browse for Media to select a media file The file is played when a call is received from the number entered Phone Manager must be configured to play sounds For more information see Changing General Phone Manager Settings 6 Optional Click Add to Speed to create a speed dial entry Creating a Speed Dial with this method always adds the Speed Dial to the My Speed Dial Group For more information see Creating a Speed Dial 7
112. sers Guide Answering a Call You are notified that there is an incoming call to be answered by e Phone Manager Pro pops to the front of your screen e There is a ringing sound from your PC speakers e The Phone Manager Pro Task Bar Icon is flashing e Your telephone is ringing There are several ways to answer the call To answer a Call e Pick up the handset on your telephone The following ways to answer a call are only available if Phone Manager is configured for Off Hook Operation For more information see Selecting Telephone Controls e Click a The button is labelled Answer Incoming Waiting Call e Press Enter on your keyboard e Click Actions gt Answer When a call is answered the call is shown in the Call Details panel The call status is shown as 14 Number From To 280 Extn280 Extn203 During a call the Status tab might show For more information see The Status Tab When you are on a call you are notified that there is a call waiting if the Call Waiting option is active For more information see Selecting Telephone Controls To answer a waiting call 1 To answer the waiting call click You are connected to the new caller The original caller is put on hold 2 When you have finished the call click W 3 Your original call is still being held To return to the original call click the call in the Call Details area Page 20 Phone Manager User Guide 15 6000988 Issue 14c 3rd October 2006 IP Offic
113. splay the Missed tab in the Call History panel Show Messages v S x Display the Messages tab in the Call History panel Show Status x zO d Controls whether the Status pane comes to the front when a call is answered Show Account Xx zO s Shows the account code available Codes Page 86 15 6000988 Issue 14c 3rd October 2006 Phone Manager User Guide IP Office 3 2 To change Phone Manager options 1 Click gt Phone Manager Configuring Phone Manager Alternatively click View gt Preferences gt Phone Manager The Phone Manager window opens Pop Phone Manager Hide on Close Y Play Sounds 9 Hide on no Calls O Pop on Answer Pop on Page Call O Show All Y Show In Y Show Out Show Missed Y Show Messages Show Status S O Show Account codes 2 Check the required options and clear the options that you do not require 3 Click OK to save your changes Phone Manager User Guide IP Office 3 2 Page 87 15 6000988 Issue 14c 3rd October 2006 Phone Manager Users Guide Selecting Queues to Monitor The Queue ID settings are only available in Phone Manager Pro You can select up to two Hunt Groups You can then monitor the number of calls being held in each queue The Hunt Group must already exist on the System and must have Queuing enabled For more information see your system administrator Each drop down box gives a list of valid Hunt Groups When the hunt groups are s
114. t from the cradle When using a Hands Free phone or a headset the phone should be left off hook permanently Optional Select the Busy on Held Calls check box to turn on busy on held calls If selected when the user has a call on hold new calls receive the busy tone ringing if analog or are diverted to Voicemail if enabled rather than ringing the user This overrides call waiting when the user has a call on hold Click OK to save your changes Page 92 Phone Manager User Guide 15 6000988 Issue 14c 3rd October 2006 IP Office 3 2 Configuring Phone Manager Configuring USB Settings The USB settings are only available for Phone Manager PC Softphone and VoIP extension users The settings are used to configure the output audio device for an incoming call by a VoIP user These options are only enabled if you have a USB device along with Multimedia on your system By default the incoming ring is presented on Multimedia only To change the USB settings 1 Click gt USB Settings Alternatively click View gt Preferences gt USB Settings The USB Settings window opens Incoming Ring Settings for WolP Users 3 Ring on Multimedia Ring on USB 3 Ring on Multimedia and USB 2 Select the ringing type that you want by selecting the appropriate checkbox e Ring on Multimedia checkbox to turn ringing on multimedia on e Ring on USB checkbox to turn ringing on USB on Ring on Multimedia amp USB checkbox to turn ringing on f
115. tension is Busy and has a Voicemail message a An internal speed dial where the user extension is Busy Do Not Disturb is on and the user extension o has a Voicemail message Page 64 Phone Manager User Guide 15 6000988 Issue 14c 3rd October 2006 IP Office 3 2 Features Internal Speed Dial Tool Tips In addition to speed dials being used as busy lamp fields internal speed dials have tooltips that provide status information about a speed dial user The information displayed changes automatically depending on the status of the user extension Note 1 If more than one speed dial is created for the same internal user only one speed dial acts as a busy lamp field 2 In order for the busy lamp field feature to operate your PC must be on the same physical LAN as the PBX For more information see your system administrator Greg FName Greg Price Number 4146 Status New YoiceMail Forward All Presence Offline New YoiceMails 1 Name The name of the user associated with the speed dial Number The number of the user associated with the speed dial If an internal user is added from the IP Office Directory a name is shown Status The current status of the user The status can be Idle New Voicemail Busy DND or Forward All Multiple statuses can be shown Presence The presence of a user in relation to a connection to the Instant Messaging The status changes between Online and Offline to reflect the user s state and settin
116. the greeting message finishes To re record a greeting 1 Open the Configure Personal Greetings window 2 Click the Greeting button for the greeting that you want to re record 3 Click O to start recording Your telephone rings once 4 Pick up your telephone handset A message is played record at the tone Start speaking your new greeting at the tone 5 Replace your handset or click Wien you have finished recording 6 To listen to your new greeting click gt to play the recording 7 Pick up your telephone handset when it rings The greeting that you selected is played 8 Replace your telephone handset when the greeting message finishes Page 46 Phone Manager User Guide 15 6000988 Issue 14c 3rd October 2006 IP Office 3 2 Voicemail Using Personal Greetings You can create up to nine personal greetings These are the greeting messages heard by callers when they are directed to your voicemail You can assign a different greeting for specific call situations For example you can assign different voicemail messages for calls received internally to those received from outside the company When a personal greeting is recorded the description and recording length are listed in the available greetings area For more information see Recording Greetings Note e f you have recorded any greetings from an IP Office Intuity mode mailbox the greetings are listed with their duration but no description The greeting can be used as a t
117. to save the changes 7 Close Phone Manager When you next start Phone Manager the options selected will be active Phone Manager User Guide Page 75 IP Office 3 2 15 6000988 Issue 14c 3rd October 2006 Phone Manager Users Guide Changing the Clock Format The clock type settings are only available in Phone Manager Pro You can customize the time shown in the Phone Manager Call History pane Formats can be specified to alter the presentation for all calls listed in the Call History pane A visual representation of the time can be seen in the bottom left of the Clock Type tab To change the clock settings 1 Click gt Clock Type Alternatively click View gt Preferences gt Clock Type The Clock Type window opens Y 24 Hour Clock CO 12 Hour Clock Time Format Hmm ss e Time Separator z 14 42 41 Select 12 Hour Clock or 24 Hour Clock Select the Time Format The options in this drop down box alter depending on the time format 12 24 hour and the time separator selected Select the Time Separator After making your selection you can see an example in the bottom left side of the Clock Type tab Click OK to save your changes The Phone Manager Call History pane updates all the calls listed Page 76 Phone Manager User Guide 15 6000988 Issue 14c 3rd October 2006 IP Office 3 2 Configuring Phone Manager Viewing Phone Manager in Compact Mode The Compact Mode settings are only available in Phone Manager Pro
118. ue 14c 3rd October 2006 Phone Manager Users Guide What s New The following features were added to version 3 2 Drag 8 Drop Calls can be transferred using the drag and drop action For more information see Transferring a Call Unsupervised Voicemail Greetings You can record 9 personal greetings and select when the greetings are used A personal greeting can be used as a temporary greeting For more information see Using Personal Greetings User Rights Template Some Phone Manager options are only available if set by your system administrator User rights are controlled in IP Office Manager For more information see your system administrator Voicemail Messages Phone Manager lists all your voicemail messages without you having to connect to voicemail For more information see Listening to Messages Voicemail Transfer Numbers You can configure up to three numbers that a caller can transfer to when they reach your voicemail For more information see Entering Transfer Options Speed Dial Add User When creating a new speed dial the user to be associate with the speed dial can be selected from a directory For more information see Creating a Speed Dial Screen Pop Configuring Phone Manager to use the screen pop feature has been simplified For more information see Configuring Screen Pop Forwarding There are more options on when and where to forward your calls For more information see Setting your Forwarding Options Sc
119. ueuing enabled For more information see Selecting Queues to Monitor Page 40 Phone Manager User Guide 15 6000988 Issue 14c 3rd October 2006 IP Office 3 2 Voicemail Overview The Message tab in the Call History pane lists the mailboxes you have access to The number of new old and saved messages is shown for each mailbox For more information see The Messages Tab The Voicemail tab in the Call History pane lists each voicemail message in your mailbox You can select a specific message to be played For more information see Listening to your Messages You can give a caller to your voicemail a choice of transferring to another telephone number or to leave a message Callers can be given up to 3 transfer locations For example you might record a message saying that if the caller presses 1 they are transferred to your mobile number For more information see Entering Transfer Options In Phone Manager you can record up to 9 Voicemail greetings Specific greetings can be played depending on the call type For example when your extension is busy a caller can hear a specific message that you have recorded For more information see Using Personal Greetings Overview Note e f voicemail is unavailable on your extension ensure that the voicemail option is selected For more information see Configuring the Voicemail Options Phone Manager User Guide Page 41 IP Office 3 2 15 6000988 Issue 14c 3rd October 2006 Phone Manager Users Guide
120. unt Codes Tab Only available in Phone Manager Pro versions You can assign system account codes to calls either when making the call or during existing calls Each icon on the tab can store a name an account code and an optional telephone number The account codes are selected from those available on the telephone system If the Account Codes tab is not visible and you are using Phone Manager Pro you need to select to show account codes For more information see Changing General Phone Manager Settings James Green Phil Hagger Recccssecssceessesvecsccseseossees The tab shows two types of icon i Ki account Code Without Number An account code speed dial without a telephone number Double click to apply the associated account code to a call when the call is active For more information see Creating an Account Code Speed Dial JE 32 Account Code With Number An account code speed dial with a telephone number Double click to make a call to the stored number or to apply the associated account code to an existing call For more information see Creating an Account Code Speed Dial The following options are then available when you right click on the tab or over a particular icon e Call Call the number stored in the icon e Select Apply the account code stored in the icon to the current call When selected a window opens asking Associate Account Code with current call If the account code is the correct one clic
121. want to use If you are using a public PDL make a note of the extension number of the PDL owner and the List ID To use a PDL you need to log in to your mailbox using your telephone To log in to your mailbox 1 Pick up your telephone handset and dial 17 or use an alternative short code that is configured for your telephone system 2 If you are dialling from your extension press Otherwise enter your extension number and press 8 3 Enter your voicemail password and press When you are logged in to your mailbox you can record a message and send it to the mailboxes that are listed in the PDL Login gt 1 Record gt lt tone gt record message 5 Use mailing list lt extn no gt E p lt list re 3 gt 3H Confirm H Send To send a message to the members of a private PDL 1 Press 1 to record the message that you want sent to every one in the list After the tone start recording your message Press to finish recording You are prompted to enter the extensions to send the message to You are going to use a PDL that contains all the extensions 4 Press 5 You are going to use a private PDL that you created Press Your name is announced and you are asked to enter the list identification Enter the List ID and press You are told the list number and the number of members in the list You are prompted to enter the extension numbers You are using a PDL that contains all the extensio
122. wing options are available when you right click within the Speed Dial window part of the tab Call Select the number from the speed dial entry you want to call You can select from Work Phone Home Phone Mobile or Fax Default Number Allows you to select the default number called when the speed dial is double clicked This icon changes to reflect the default number selected This option is only available for external speed dials If the outbound prefix for example 9 is not shown contact your system administrator Park For The option only becomes active when an extension dialed is busy Once the busy speed dial extension dialed is free a callback is made to the Phone Manager and the call is tagged as free New Create your own speed dial For more information see Creating a Speed Dial Add user Automatically creates a speed dial from an IP Office Directory on your system When you select Add User the Speed Dial Add User window opens For more information see Creating a Speed Dial Edit Amend the details in an existing speed dial For more information see Editing a Speed Dial Delete Removes the selected speed dial Page 66 Phone Manager User Guide 15 6000988 Issue 14c 3rd October 2006 IP Office 3 2 Features Call Make a call to the number configured in the speed dial icon View Allows you to change the size of the speed dial icons Show Phone Dialer If the Phone Dialer is unavailable you can show the Phone Dialer b
123. ximum capacity is reached the oldest record is deleted when a new record is added Right click a call to view a list of options For more information see Call History Panel Overview Double click a call to make return a missed call The details that are shown in the Missed tab are FIELD DESCRIPTION Call Status Icon The icon shows the type of call Number The incoming telephone number If the call was an internal call the extension number is listed From The name that is associated with the number in the directory on the main system or your local directory To The name that is associated with the called number in the directory on the main system or your local directory Tag Text that was entered to identify the call Any calls that you annotate have the text recorded in this area Date 8 Time The date and time that the call happened Page 16 Phone Manager User Guide 15 6000988 Issue 14c 3rd October 2006 IP Office 3 2 The All Tab Main Window The All tab is available to all versions of Phone Manager If the tab is not visible you need to select to show your calls For more information see Changing General Phone Manager Options The All tab gives a list of all incoming outgoing and missed calls at your extension The tab lists information on a maximum of 100 calls When the maximum capacity is reached the oldest record is deleted when a new record is added If you are using Phone Manager Pro the In and Out tabs m
124. y is only available in Phone Manager Pro To This column shows the name that is associated with the called number in the directory on the main system or your local directory The Local Directory is only available in Phone Manager Pro Tag Text that was entered to identify the call Phone Manager User Guide Page 11 IP Office 3 2 15 6000988 Issue 14c 3rd October 2006 Phone Manager Users Guide The Call History Panel Overview The Call History area of the Phone Manager can show a variety of information You can configure what is shown by changing your preferences For more information see Changing General Phone Manager Settings Number From To g Date amp Time Ring Time 907971809626 907971809 Graeme Price 2004 Sep HA 09 41 42 AM 00 00 07 907887843176 907887843 Graeme Price 2004 Sep 114 09 41 07 AM 00 00 00 38004281 Graeme Clark Graeme Price 2004 Sep 114 09 39 38 AM 00 00 04 0017328521948 001732852 Graeme Price 2004 Sep M4 09 28 55 AM 00 00 21 901462643035 901462643 Graeme Price 2004 Sep 14 09 27 12 AM 00 00 05 WITHHELD Graeme Price 2004 Sep 14 09 25 00 4M 00 00 03 The Call History tabs that are available to all Phone Manager versions are For Pag Missed Lists unanswered calls to your extension For more information see The Missed Tab All List of all incoming outgoing and missed calls For more information see The All Tab Messages Displays the number of new messages in your voicemail box
125. y selecting this option To hide the Phone Dialer right click in the Phone Dialer part of the tab and select Hide Phone Dialer Using a Speed Dial You can use a speed dial to make a call to both internal and external numbers To use a Speed Dial to make a call 1 Click the Speed Dials tab in the Call History area 2 Make a call by double click the required speed dial Alternatively drag the speed dial icon onto the call status area 3 The call shows in the call status area of the screen You can use a speed dial to make a call to a telephone number which is not the default speed dial number To select an alternative number 1 Click the Speed Dials tab in the Call History area 2 Right click the speed dial 3 Click Call 4 Select the alternative number required Work Phone Home Phone Mobile or Fax Internal numbers cannot dial a fax number Create a Speed Dial Group Only available in Phone Manager Pro versions Speed dials can be organized into groups There can be a maximum of 10 speed dial groups Each group can contain a maximum of 100 speed dials To create a Speed Dial group 1 Click the Speed Dials tab in the Call History area 2 Right click in a speed dial tab 3 Select New gt Speed Dial Group 4 Enter a name for the group in the Speed Dial Group window 5 Click OK A new speed dial group tab is created Phone Manager User Guide Page 67 IP Office 3 2 15 6000988 Issue 14c 3rd October 2006 P

IP Office 3.2 Phone Manager User Guide

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