Allworx 9102 User manual

Allworx Call Assistant 2.1
Quick Reference Guide

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Call Assistant 2.1 Quick Reference Guide
300 Main Street • East Rochester, NY 14445 • Toll Free 1-866-ALLWORX • 585-421-3850 • www.allworx.com
© 2007 Allworx Corp. All rights reserved. Allworx is a registered trademark of Allworx Corp. All other names may be trademarks or
registered trademarks of their respective owners.
Revised: December 27, 2007
Page i
Table of Contents
1Introduction....................................................................................................................2
2Logging In......................................................................................................................3
3Views .............................................................................................................................4
3.1 My Calls View.........................................................................................................5
3.2 Switchboard View................................................................................................... 6
3.3 Outside Lines View.................................................................................................6
4Product Features / Toolbar Options...............................................................................7
4.1 Answer....................................................................................................................7
4.2 Release ..................................................................................................................7
4.3 Hold/Resume..........................................................................................................8
4.4 Transfer ..................................................................................................................8
4.5 Transfer to Voicemail..............................................................................................8
4.6 Cancel Transfer......................................................................................................8
4.7 Park........................................................................................................................ 9
4.8 Intercom..................................................................................................................9
4.9 Page.......................................................................................................................9
4.10 Start/Stop Record...................................................................................................9
4.11 Dialing Calls.......................................................................................................... 10

Call Assistant 2.1 Quick Reference Guide
300 Main Street • East Rochester, NY 14445 • Toll Free 1-866-ALLWORX • 585-421-3850 • www.allworx.com
© 2007 Allworx Corp. All rights reserved. Allworx is a registered trademark of Allworx Corp. All other names may be trademarks or
registered trademarks of their respective owners.
Revised: December 27, 2007
Page 2
1 Introduction
The Allworx®Call Assistant is a user-friendly graphical application intended to be used by an
individual functioning in the role of an operator or receptionist. Call Assistant allows operators and
receptionists to monitor the state of every line in the system and dispatch calls by answering,
transferring, parking or sending them to voicemail.
Call Assistant is a fully-integrated PC software tool. When licensed on the Allworx server, ts intuitive
design works in combination with any Allworx VoIP phone.
Call Assistant is easy to operate so you will be confident using most of its features after just a few
minutes without reading a reference manual! This quick start guide will get you started and give you
instructions on a few areas on which you might need help.

Call Assistant 2.1 Quick Reference Guide
300 Main Street • East Rochester, NY 14445 • Toll Free 1-866-ALLWORX • 585-421-3850 • www.allworx.com
© 2007 Allworx Corp. All rights reserved. Allworx is a registered trademark of Allworx Corp. All other names may be trademarks or
registered trademarks of their respective owners.
Revised: December 27, 2007
Page 3
2 Logging In
When starting Call Assistant, log in with the username that was assigned to you on the Allworx
server and with your voicemail password. Most users can set up the server address by using the
automatic Search button to find the server.
When you are logged in, the Presence display on your phone will be surrounded by dashes (e.g. -In
Office-).

Call Assistant 2.1 Quick Reference Guide
3 Views
The Call Assistant application has three distinct work areas or views: My Calls, Switchboard, and
Outside Lines (if applicable). Each view, explained in a separate section, displays call information
and expedites call handling.
Note: The application window and each of the views can be resized. To resize the view, place the
mouse on the boundary and click-and-drag the boundary to the desired size.
When you receive an incoming call, the phone will ring and the call will be displayed in the My Calls
area. To answer, either double-click on the call or click on the call and then click the Answer button
in the toolbar. Most of the other buttons on the toolbar operate the same way: Select an object to
be acted upon (for example, a call) and then click the action button (for example, Release).
Using the Call Assistant does not prevent you from using the phone’s keys, when that is more
convenient.
300 Main Street • East Rochester, NY 14445 • Toll Free 1-866-ALLWORX • 585-421-3850 • www.allworx.com
© 2007 Allworx Corp. All rights reserved. Allworx is a registered trademark of Allworx Corp. All other names may be trademarks or
registered trademarks of their respective owners.
Revised: December 27, 2007
Page 4

Call Assistant 2.1 Quick Reference Guide
300 Main Street • East Rochester, NY 14445 • Toll Free 1-866-ALLWORX • 585-421-3850 • www.allworx.com
© 2007 Allworx Corp. All rights reserved. Allworx is a registered trademark of Allworx Corp. All other names may be trademarks or
registered trademarks of their respective owners.
Revised: December 27, 2007
Page 5
3.1 My Calls View
My Calls shows all calls currently being handled at the user’s extension. The calls are ordered with
the oldest calls at the top.
All calls that are associated with the user’s phone appear in the My Calls view. This view shows the
following fields:
• Status – The phone icon will show if the call is:
o Ringing
o Active
o Being Recorded
o On Hold
o Parked
o Ended
• Call – Displays Caller-ID information such as name and number, if available.
• Line / Type – Displays the Line or Call Appearance that the call came in on or when out on.
Information such as that the call is on hold or is parked at an extension will also be
displayed.
• Time – Shows the elapsed time of the call.
Note: The column width for each field can be changed by clicking on the boundary line between
field names and dragging it to a new position.
The following actions can be initiated on the calls:
• Answer
• Release
• Hold / Resume
• Transfer
• Transfer to Voicemail
• Park
• Start / Stop Record

Call Assistant 2.1 Quick Reference Guide
300 Main Street • East Rochester, NY 14445 • Toll Free 1-866-ALLWORX • 585-421-3850 • www.allworx.com
© 2007 Allworx Corp. All rights reserved. Allworx is a registered trademark of Allworx Corp. All other names may be trademarks or
registered trademarks of their respective owners.
Revised: December 27, 2007
Page 6
3.2 Switchboard View
The Switchboard view is a tabbed area showing the Company Directory, Auto Attendants, Parked
Calls, Call Queues, Call Monitors and Call History.
• Directory – displays all extensions configured in the Allworx system. Each box shows the
extension number and user’s name (or description). The current status of each Allworx VoIP
or analog handset is shown through mouse fly-over hints and the use of color.
Color State
Green Ringing
Red Active
Gray Idle
Amber Do Not Disturb
Note: Extensions for non-Allworx handsets will always be gray.
• Auto Attend – lists all of the Auto Attendants configured on the Allworx system. This allows
for the transfer of calls by selecting Transfer on the toolbar then the desired Auto Attendant.
• Park Calls – lists all calls currently parked. Parked calls can be picked up by double-clicking
on them.
• Queues – displays all the Call Queues with corresponding descriptions. The user can
observe how many calls are currently waiting in each queue, see the duration of the longest
waiting call, and pick up queued calls by double-clicking on the queue.
• Monitors – shows how many calls are currently in each monitor and allows any call to be
answered by double-clicking on the monitor.
• Call History – lists all of the user’s previous calls. Included in the list are completed calls,
missed inbound calls, and unanswered outbound calls. If the Caller-ID is available in the Call
History record, then the number can be called by double-clicking the entry or by using the
other various dialing methods. Only calls that were completed when Call Assistant was open
are displayed.
3.3 Outside Lines View
If your handset configuration on the Allworx server is set up for Line Appearances, all incoming lines
will show up in the Outside Lines area. Both VoIP and analog CO lines will be displayed. Placing
calls using the outside lines can be done by selecting the desired outside line button and entering
the number in the Dial Pad. Each line button shows the status through the use of color:
Color State
Green Ringing
Red Active
Gray Inactive

Call Assistant 2.1 Quick Reference Guide
4 Product Features / Toolbar Options
Toolbar options are enabled or disabled based on the status of the call currently selected in the My
Calls view or Call History tab. To perform any of the call options on the Call Assistant toolbar, a call
must be selected. The selected call is indicated with a blue border.
Inbound call unselected
Active call selected
4.1 Answer
An inbound call will be displayed in the My Call view as ringing. This call can be answered by two
methods:
1. Select the ringing call in My Calls view and then select Answer on the toolbar
or
2. Double click on the ringing call in My Calls view.
4.2 Release
End or drop the selected call in My Calls view.
300 Main Street • East Rochester, NY 14445 • Toll Free 1-866-ALLWORX • 585-421-3850 • www.allworx.com
© 2007 Allworx Corp. All rights reserved. Allworx is a registered trademark of Allworx Corp. All other names may be trademarks or
registered trademarks of their respective owners.
Revised: December 27, 2007
Page 7

Call Assistant 2.1 Quick Reference Guide
300 Main Street • East Rochester, NY 14445 • Toll Free 1-866-ALLWORX • 585-421-3850 • www.allworx.com
© 2007 Allworx Corp. All rights reserved. Allworx is a registered trademark of Allworx Corp. All other names may be trademarks or
registered trademarks of their respective owners.
Revised: December 27, 2007
Page 8
4.3 Hold/Resume
When a call is placed on Hold, the Resume toolbar option can be used to return to this call. The call
indicates Hold in My Calls view with a blinking call icon in the status column.
4.4 Transfer
Calls can be transferred to another extension by performing either a blind transfer or attended
transfer using Call Assistant.
Blind transfer – transfers to a targeted extension without an announcement:
1. Put the call on hold by selecting the Hold option on the toolbar.
2. Click Transfer on the toolbar.
3. Click the targeted extension in the Directory, Auto Attend, Queues, or Monitors tab.
Note: The Transfer operation can be performed by dragging the call to the destination on
one of the four tabs.
4. The call status changes to ‘Ended’ in My Calls view and is eventually removed from the
view.
Attended transfer – transfer to a targeted extension with an announcement to the target user:
1. Place the call on Hold by selecting Hold option on the toolbar.
2. Dial or intercom the targeted extension so they are aware of the transfer.
3. Place the targeted party on hold.
4. In the My Calls view select the original call (on hold) to be transferred.
5. Click Transfer on the toolbar.
6. Click the targeted extension call in My Calls view.
7. The call is immediately removed from My Calls view. The targeted extension call status
changes to Ended, and then is removed from My Calls view.
4.5 Transfer to Voicemail
The user can transfer a call directly to a user’s voicemail with the Transfer to VMail option on the
toolbar.
4.6 Cancel Transfer
After Transfer or Transfer to Voicemail has been selected, selecting this option will terminate the
transfer operation and resume the call.

Call Assistant 2.1 Quick Reference Guide
300 Main Street • East Rochester, NY 14445 • Toll Free 1-866-ALLWORX • 585-421-3850 • www.allworx.com
© 2007 Allworx Corp. All rights reserved. Allworx is a registered trademark of Allworx Corp. All other names may be trademarks or
registered trademarks of their respective owners.
Revised: December 27, 2007
Page 9
4.7 Park
The Park option places a call on hold to one of the designated parking extensions (701 through
709). Parked calls can be retrieved by any handset in the system or by the Call Assistant using the
Park tab.
4.8 Intercom
Allworx phones on the same system can be used as intercoms by using the Intercom option.
1. Select the targeted extension in the Directory view.
2. Select the Intercom toolbar option.
3. The phone will announce the connection by ringing. After the ring, begin speaking.
4. The person you called will hear you over the speaker.
When the Intercom option is used with non-Allworx handsets, it places a call to the phone rather
than acting as an intercom.
4.9 Page
The Call Assistant user can broadcast a message to multiple phones using the Page option.
Broadcast a message to any of the Allworx system paging zones by selecting one from the drop-
down menu under the Page toolbar option. This broadcast will go to the extensions assigned to that
paging zone. If you click the Page button rather than pulling down the zone list, the first paging zone
in the list will be accessed. See the Allworx System Administration Guide for details on how to
configure and assign users to the paging zones.
4.10Start/Stop Record
Calls can be recorded and saved as WAV files. Recordings can be played in Windows Media Player
and other popular media player programs. Each recording is saved in a folder named Recorded
Calls in the user’s My Documents folder. File names are composed of the date and time of the
recording.
Start Recording – To record the call that is selected in the My Calls view, select the Start/Stop
Record option or right-click on the call and choose Start or Stop Recording from the pop-up menu.
Stop Recording – To stop recording, select the Start/Stop Record toolbar option or right-click on
the call and choose Start or Stop Recording from the pop-up menu. Recording will stop
automatically if the call is released, parked, or transferred. It is possible to pause recording by
selecting Start/Stop Record. To restart recording, select Start/Stop Record, again. Recording will
pause when a call that is being recorded is put on hold. To restart recording of a held call after it is
resumed, select Start/Stop Record, again. A beep will be inserted into the audio file each time a
recording is resumed.

Call Assistant 2.1 Quick Reference Guide
300 Main Street • East Rochester, NY 14445 • Toll Free 1-866-ALLWORX • 585-421-3850 • www.allworx.com
© 2007 Allworx Corp. All rights reserved. Allworx is a registered trademark of Allworx Corp. All other names may be trademarks or
registered trademarks of their respective owners.
Revised: December 27, 2007
Page 10
Options – Under the Options menu on the toolbar, users can change the folder in which to save
recordings, choose the audio compression format, and set the recording volume.
Limitations – When recording is in progress, 3-way Conference calling is disabled. Conversely, if a
Conference call that is hosted by the Call Assistant user is already in progress, recording will be
prevented. However, conference calls that are set up using the Conference Center or 3-way
Conference calls that are hosted by one of the other participants can be recorded.
4.11Dialing Calls
Call Assistant can perform various dialing functions:
• Place a New Call – To place a new call, click the Dial button and enter digits into the Dial
Pad. Dialing rules must be followed (e.g. entry of Pin Codes).
• Dial an Extension – To dial an extension, double-click on it in the Directory tab or select it
and click the Dial button.
• Dial a Previous Caller – To dial the number of someone that you previously called or who
called you, double-click on the entry in the Call History tab or select the entry and click the
Dial button.
• Place a New Call on a Specific Outside Line – If your handset is configured on the server for
one or more Line Appearances, a new call can be placed using a specific outside line by
clicking on an outside line button in the Outside Lines view.
• Dial Digits in an Existing Call – To dial digits in a call that is in progress, right-click on the call
and then select Dial Additional from the menu. This option can be used for navigating within
an Auto Attendant or within the Message Center
• Copy & Paste digits in Dial Pad – The Dial Pad supports the copy & paste of valid phone
digits (0-9, #, *) from the clipboard. Invalid characters are removed. The valid digits are sent
to the phone, one after another as though they were being typed into the Dial Pad. A right
mouse click on the Dial Pad offers the option to paste “as-is” or append a nine (9) to the
beginning of the number to seize an outside line.