Avaya IP Office Phone Manager User manual

IP Office
Phone Manager Users Guide
40DHB0002USAR Issue 6 (03/04/2002)

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Phone Manager Users Guide Page 2
Contents
Tag a Parked Call............................................. 40
Getting Started................................. 3
Introduction......................................................... 3
Getting Started ................................................... 4
Phone Manager ................................ 5
Main Window ...................................................... 5
Call Status........................................................ 6
Call History....................................................... 7
Call Park Area ................................................ 15
Configure Menu ................................................ 16
PBX Configuration Information....................... 16
Configure Directory ........................................ 17
Configure Preferences ................................... 19
Default Sizing ................................................. 23
Functions Menu ................................................ 24
Call ................................................................. 26
Call (with Account Code)................................ 27
Transfer.......................................................... 28
Account Code................................................. 29
Absent Status................................................. 29
Call Handling Icons........................................... 30
Function Keys................................................... 31
Hands Free Operation ...................................... 31
VoIP Operation ................................................. 32
Configuration ................................. 33
Configuring your Preferences........................... 33
Speed Dials ...................................................... 33
Edit Speed Dial Dialogue ............................... 33
Directory Entries ............................................... 34
Create a Directory Entry................................. 34
Edit a Directory Entry ..................................... 34
Delete a Directory Entry ................................. 34
Make a Call using a Directory Entry ............... 35
Create a Directory Entry from an Existing
Call ................................................................. 35
Create an MS Outlook Contact from an
Existing Call.................................................... 35
Default Sizing ................................................... 35
Call Handling.................................. 36
Make a Call....................................................... 36
Receive a Call .................................................. 36
Place Call On Hold ........................................... 37
Take a Call Off Hold ......................................... 37
End a Call ......................................................... 37
Redial a Number............................................... 37
Callback an Unanswered Incoming Call........... 37
Tag a Call ......................................................... 37
Cancel or Deny a Call....................................... 38
Transfer a Call .................................................. 38
Blind Transfer a Call ......................................... 38
Transfer a Call to Another User’s Voicemail..... 38
Tag a Transferred Call...................................... 39
Create a Conference Call ................................. 39
Speak Privately to a Member of a
Conference ....................................................... 39
Remove a Member from a Conference ............ 39
Collect Your New Voicemail Messages............ 39
Reclaim a Call .................................................. 40
Park a Call ........................................................ 40
Unpark a Call.................................................... 40
Call Tag Form ................................................ 40
Answer a Call ................................................... 41
Answer a Call Waiting ...................................... 41
Set Ringback When Free ................................. 41
Set an Absent Message ................................... 42
Making a Call with an Account Code................ 42
Delete all Calls from the Call History ................ 42
Working with Queues ....................................... 43
How To ............................................44
Take Your Calls from Another Extension
(Follow Me)....................................................... 44
Forward Your Calls to Another Location........... 45
Set Do Not Disturb (DND) ................................ 46
Set a Do Not Disturb Exception Number .......... 46
Transfer Back to Forwarded Extension ............ 47
Turn Call Waiting On/Off .................................. 48
Turn Voicemail On/Off ...................................... 48
Turn Voicemail Ringback On/Off ...................... 48
Turn Off Hook Operation On/Off....................... 48
Select the Tabs to Show in Call History ........... 49
Create a Speed Dial ......................................... 49
Edit a Speed Dial ........................................... 49
Delete a Speed Dial ....................................... 49
Make a Call Using a Speed Dial....................... 50
Create a Speed Dial to a User’s Extension ...... 50
Create a Speed Dial While Creating a
Directory Entry.................................................. 50
Using Account Codes ....................................... 51
To Make a Call Using an Account Code ........ 51
To Assign an Account Code to a Call in
Progress......................................................... 51
Account Code Required ................................. 51
Using an Account Code Once a Call is in
Progress......................................................... 51
System Administration ..................52
Hints & Tips for System Administrators ............ 52
Glossary of Terms..........................53
Index................................................55
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Getting Started
Introduction
This guide covers both the Phone Manager Pro and Phone Manager Lite
applications. Which version you are running is indicated in the title bar of
the program. Both versions use the same software, which runs as Phone
Manager Lite unless suitable licenses are entered on the telephone system
• Can be used in conjunction with a basic or standard telephone, a Caller
Display Telephone or a Hands-Free phone (or Telephone/Headset
combination) or PC based soft IP phone (VoIP extension. Note: Not
available under Windows 95 and/or Phone Manager Lite).
• Can be used in conjunction with a telephone to give Caller Display
Telephone facilities.
• Can be used to enable/disable certain extension features without having
to remember the specific Short Codes.
• Provides a display of current extension feature settings.
• Provides a display of all incoming and outgoing calls to your extension.
• Provides Speed Dials.
• Provides information on the status of the current call.
• Displays the number of messages waiting to be collected from
Voicemail.
• Displays the number of messages waiting to be collected for any Hunt
Group of which you are a member.
• Provides details of calls waiting.
Phone Manager Lite:
This section lists the main differences of Phone Manager Lite.
• Requires no license key on the PBX to operate.
• Call History only displays Missed, All, Messages and Speed Dial tabs.
• Configure Preferences only provides Pop Phone Manager, Hide on
Close and Play Sounds.
• Maximum of 15 speed dials.
• No user directory, access to the PBX directory only.
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Getting Started
The following needs to be configured to use Phone Manager:
• User Name:
This is your extension number (e.g. 201) or your User Name (e.g.
JohnS) and is case sensitive.
• Password:
This is your User password and is case sensitive
• PBX Address:
This is the IP Address of your PBX, e.g. 192.168.42.1
Once this information has been obtained,
1. In the Configure menu, select PBX
2. Enter the information into the PBX Configuration Information dialogue
box
3. Choose OK or press Enter.
4. VoIP extension users should also tick the Enable VoIP check box by
selecting Configure | Preferences | Phone Manager. See "Phone
Manager" on page 22.
If the information entered is incorrect a warning message appears. Choose
OK and return to the Configure menu and select PBX. In the PBX
Configuration Information dialogue box check:
• have you entered the correct extension number?
• have you entered the correct User Name - have you used the
correct case?
• have you entered the correct password - have you used the correct
case?
• have you entered the correct IP address?
If the answer is Yes to all of these questions you should contact your
System Administrator for further assistance.
• Running more than one Phone Manager using the same extension
number (ie. from more than one PC at a time) will cause unpredictable
results.
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Phone Manager
Main Window
Phone Manager is divided into the follow areas:
• "Call Status" on page 6.
• "Call History" on page 7.
• "Call Handling Icons" on page 30.
• "Call Park Area" on page 15.
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Call Status
The Call Status pane displays the current state of all active calls, whether
they are incoming or outgoing.
• Number
Either the incoming telephone number or the telephone number being
called is displayed together with the relevant Call Status Icons.
• From
This column displays the name that has been associated with the
Number in the Directory on the main system (please contact your
System Administrator) or your local Directory (Phone Manager Pro only,
see Directory Entries).
• To
In this column the name that has been associated with the called
number in the Directory on the main system (please contact your
System Administrator) or your local Directory (Phone Manager Pro only,
see Directory Entries) is displayed.
• Tag
Text used to identify the call appears here. See "Tag a Call" on page 37.
Call Status Icons
The following icons appear in Call Status to indicate the status of a call to
your extension.
• - Your handset is off hook.
• - This is currently connect call.
• - The call is on hold.
• - The called number is busy.
• - Indicates an incoming call to your extension.
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Call History
The Call History pane is divided into the following sections:
• "In" on page 8
Lists all calls received by your extension (Phone Manager Pro only).
• "Out" on page 9
Lists all calls initiated from your extension (Phone Manager Pro only).
• "Missed" on page 10
Lists unanswered calls to your extension.
• "All" on page 11
List of all incoming, outgoing and missed calls.
• "Messages" on page 12
Displays the number of new messages in your Voicemail box and for
any Hunt Group from which you receive voicemail ringback.
• "Speed Dials" on page 12
To store and create speed dial icons.
For Phone Manager Pro only, the following tabs also appears in the Call
History pane when their features are activated:
• "Status" on page 13
While a call is in progress the Status tab appears and gives the Time on
Call and Cost of Call.
• "Conference" on page 13
When you set up a conference from your extension this tab displays all
members of that conference.
• "Voicemail" on page 14
During a call to your Voicemail box this tab displays all messages and
buttons to control these messages.
• "Queue" on page 14
To monitor Hunt Group queues configured in the Queue ID tab in
Configure Preferences.
• "Door" on page 14
To activate a door release configured in the Door Release tab in
Configure Preferences.
• "Script" on page 15
Displays the text configured in the Script File field in a Directory Entry.
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In
Phone Manager Pro only. The In tab lists all calls received by your
extension
This tab displays a maximum of 100 calls. When the maximum capacity is
reached the oldest record is deleted when a new record is added.
The following options are then available when you right click on a call:
• Call Number back:
Call the selected number.
• Add to Directory:
Automatically create a Directory Entry from the call information
• Add to Speed Dial:
Automatically create a Speed Dial from the call information.
• Add to Outlook:
Automatically add the call information to the Outlook contacts folder.
• Copy:
Copy the "Number" from the selected call onto the PC's clipboard.
• Clear:
Clear all the call information listed in the current pane.
• Clear All tabs:
Clear all the call information listed in the In, Out, Missed and All panes.
Please also note that the Add to Outlook feature requires Microsoft Outlook
to be installed on your PC and the correct configuration of MAPI - please
contact your System Administrator.
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Out
Phone Manager Pro only. The Out tab displays all calls initiated from your
extension. This may be a call manually dialed on the handset or dialed via
Phone Manager Pro
This tab displays a maximum of 100 calls. When the maximum capacity is
reached the oldest record is deleted when a new record is added.
The following options are then available when you right click on a call:
• Call Number back:
Call the selected number.
• Add to Directory:
Automatically create a Directory Entry from the call information
• Add to Speed Dial:
Automatically create a Speed Dial from the call information.
• Add to Outlook:
Automatically add the call information to the Outlook contacts folder.
• Copy:
Copy the "Number" from the selected call onto the PC's clipboard.
• Clear:
Clear all the call information listed in the current pane.
• Clear All tabs:
Clear all the call information listed in the In, Out, Missed and All panes.
Please also note that the Add to Outlook feature requires Microsoft Outlook
to be installed on your PC and the correct configuration of MAPI - please
contact your System Administrator.
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Missed
The Missed tab lists the unanswered incoming calls to your extension
This tab displays a maximum of 100 calls. When the maximum capacity is
reached the oldest record is deleted when a new record is added.
The following options are then available when you right click on a call:
• Call Number back:
Call the selected number.
• Add to Directory:
Automatically create a Directory Entry from the call information
• Add to Speed Dial
Automatically create a Speed Dial from the call information.
• Add to Outlook:
Automatically add the call information to the Outlook contacts folder.
• Copy:
Copy the "Number" from the selected call onto the PC's clipboard.
• Clear:
Clear all the call information listed in the current pane.
• Clear All tabs:
Clear all the call information listed in the In, Out, Missed and All panes.
Please also note that the Add to Outlook feature requires Microsoft Outlook
to be installed on your PC and the correct configuration of MAPI - please
contact your System Administrator.
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All
The All tab gives a list of all incoming and outgoing calls at your extension.
This tab displays information on a maximum of 100 calls. When the
maximum capacity is reached the oldest record is deleted when a new
record is added.
The following options are then available when you right click on a call:
• Call Number back:
Call the selected number.
• Add to Directory:
Automatically create a Directory Entry from the call information
• Add to Speed Dial:
Automatically create a Speed Dial from the call information.
• Add to Outlook:
Automatically add the call information to the Outlook contacts folder.
• Copy:
Copy the "Number" from the selected call onto the PC's clipboard.
• Clear:
Clear all the call information listed in the current pane.
• Clear All tabs:
Clear all the call information listed in the In, Out, Missed and All panes.
Please also note that the Add to Outlook feature requires Microsoft Outlook
to be installed on your PC and the correct configuration of MAPI - please
contact your System Administrator.
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Messages
The Messages tab indicates the number of new messages in your
Voicemail box and for any Hunt Group from which you receive voicemail
ringback.
• To collect your new messages:
Double click on the Voicemail box you would like to access or right click
on the required Voicemail box and select Call Voicemail.
If the phone is On-Hook it rings once the Voicemail Server has been
contacted. Pick up the phone and listen to your messages. If the phone is
already in the Off-Hook state you are connected to the Voicemail server as
soon as it is located. The Voicemail tab is then displayed.
Speed Dials
The Speed Dial tab allows you to create icons for regularly dialed internal
or external numbers. You can create Speed Dials from a list of Users on
your system or create your own (15 maximum for Phone Manager Lite).
A Speed Dial can also act as a Busy Lamp Field in the following manner
(not applicable for ex-directory users):
• If the user/extension is busy the Speed Dial icon is placed on a
red circle (internal extensions only).
• If the user/extension has Do Not Disturb set the Speed Dial icon
is placed on a blue circle (internal extensions only).
(In order for the Busy Lamp Field feature to operate, your PC must be
present on the same physical LAN as the PBX - please contact your
System Administrator.)
The following options are then available when you right click within this tab:
• New:
Create your own Speed Dial. See also Create a Speed Dial.
• Add User:
Automatically creates a Speed Dial from a list of Users on your system
• Edit:
Edit an existing Speed Dial
• Delete:
Deletes a Speed Dial
• Call:
Call the number configured in the Speed Dial (or double clicking the
icon)
• Small:
Displays the Speed Dials as small icons
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Status
Phone Manager Pro only. While a call is in progress the Status tab appears
and gives the following information:
• Time On Call
The duration of the call upon connect.
• Cost of Call
While displaying the duration of the call an estimated cost is calculated
and displayed.
Note that for incoming calls, if a Script file has been configured, the Script
tab is displayed 15 seconds after connecting. If you want the script to
remain in view, uncheck the Show Status option in the Phone Manager
settings.
To display the estimated call cost on external calls contact your system
administrator for a call cost information file.
Conference
Phone Manager Pro only. After setting up a conference from your phone
the Conference tab appears. This shows all the members of the
conference. See also "Create a Conference Call" on page 39.
To privately speak with one of the members, right-click on the extension
number and select Break Out or double-click. The rest of the conference
is placed on hold. This is not supported for IP extensions.
To return this member to the conference, ensure they are selected in the
Call Status pane and click on the Conference button.
To remove a member from the conference, right click and choose Hang
Up.
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Voicemail
Phone Manager Pro only. On accessing your Voicemail box (either via
Voicemail Ringback or by dialing *17 or via the Messages tab) a Voicemail
tab appears. This displays all new, old and saved messages. You can
then use the control buttons (as below) to forward, replay, skip, pause, and
play, save, delete and play saved messages. You can also double click to
play a message.
• - Message Back
• - Skip Back
• - Play selected message (or double-click)
• - Skip Forward
• - Message Forward
• - Pause selected message
• - Delete selected message
• - Save selected message
• - Play Saved Messages
Queue
Phone Manager Pro only. The Queue tab in Call History allows you to
monitor the number of calls being held in a queue for a particular Hunt
Group. See "Working with Queues" on page 43.
The Hunt Groups you wish to monitor are configured in the Queue ID tab
under Configure Preferences. The Hunt Group must already exist on the
System and must have Queuing enabled - please contact your System
Administrator.
The Queue tab then appears in Call History and can display up to two
Queue monitors. These 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 Hint Box.
Door
Phone Manager Pro only. The Door tab appears in the Call History pane if
the Door Release options in Configure Preferences have been set up.
Click on the relevant button to activate the relevant door.
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Script
Phone Manager Pro only. The Script tab appears when a Directory Entry
matching the called number has a Script file configured.
For example, a Receptionist may be answering calls on behalf of more than
one company. To ensure the call is answered with the correct company
name a text file could be created with the company name and details.
Phone Manager Pro can then be configured to display this text file
whenever a call is received for that company.
1. Create a Directory Entry for the extension or Hunt Group that receives
the call. Enter the path to the text file in the Script File field.
2. When a call is received on this number the Script tab appears in the
Call History pane and the text file is displayed.
Note: The Status tab automatically moves to the front 15 seconds after
displaying the Script tab.
Call Park Area
It is sometimes necessary to temporarily "park" a call. The main system
has four parking areas. These are available for use by all Users on the
system. The park areas use Park ID 1, 2, 3 or 4.
For example when an incoming caller needs to speak to someone urgently
but they cannot be found, the call could be parked in slot "1" and the
specific user paged to pickup the call on "1". This user can then pick up the
call via Phone Manager Pro or via a short code (for example *38*1#) from
any extension.
The Call Park Area gives a Park button for each Park ID so that a call can
be easily parked and unparked by clicking on the relevant Park button. This
has the added benefit that the original User who handled the call can then
see when the call has been picked up as it disappears from the Park
button.
Park a Call
To park a call click on the Park button required, click it again to pick up the
call. While a call is parked it displays the Tag field or, if not available,
displays the source number of the call.
Tag a Parked Call
A Tag can be used to identify a parked call with a text description
1. Before parking the call, right click on the Park button required.
2. Enter the description in the Call Tag.
3. The call is parked and the description appears on the Park button.
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Configure Menu
The Configure menu provides access to the following:
• "PBX Configuration Information" on page 16
Select this option to configure Phone Manager Pro to communicate with
the PBX.
• "Configure Directory" on page 17
Directory allows you to create and edit a locally stored list of names and
numbers that can be used for speed dialing or to identify incoming calls.
• "Configure Preferences" on page 19
Select this option to define your personal setting, e.g. Forwarding
options etc.
• "Default Sizing" on page 23
This feature returns the Phone Manager Pro window to its default size
after resizing.
• Exit
The Exit command closes Phone Manager and saves any configuration
details, e.g. new Speed Dials.
PBX Configuration Information
This dialogue box allows you to configure Phone Manager Pro to
communicate with the main system.
• User Name
Enter your extension number (e.g. 201) or User Name (e.g. JohnS).
Your System Administrator supplies. Please note that the User Name is
case sensitive.
• Password
Enter your User password. Your System Administrator supplies.
Please note that the password is case sensitive.
• PBX Address
Enter the IP Address of the main system, e.g. 192.168.42.1. Your
System Administrator supplies. Please note that this can not be a
broadcast address, e.g. 255.255.255.255.
• VoIP extension users should also check the Enable VoIP checkbox by
selecting Configure | Preferences | Phone Manager. See "Phone
Manager" on page 22.
Click on OK after entering all the above information. If an incorrect User
Name or Password is entered a warning message is displayed.
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Configure Directory
Phone Manager Pro only. The Configure Directory dialogue box allows you
to create a personal directory of frequently used numbers. Each Directory
Entry then appears in the Call dialogue box (if the Show Directory option
is ticked) for quick dialing. A Directory Entry can also be use to identify an
incoming call either with a name, media file or text file.
• New:
Create a new Directory Entry
• Edit:
Edit the selected Directory Entry
• Delete:
Delete a Directory Entry
• Close:
Clicking on this button closes the Configure Directory Window. Any
changes that have been made since the Configure Directory Window
was opened are saved.
• Help:
Clicking this button launches the Phone Manager Help Text.
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Directory Entry
Phone Manager Pro only. The Directory Entry menu contains the following
fields:
• Number:
The telephone number (or Short Code) that is dialed when this Directory
Entry is selected in the Call dialogue box
• Name:
The name you wish to associate with the number entered above
• OK:
Click this button to add the entry to your personal Directory list. (Please
note that this entry is not saved until you exit the Configure Directory
dialogue box)
• Cancel:
On selecting the Cancel Button all changes made to the current
Directory Entry are lost. You are then returned to the Configure
Directory dialogue box.
• Help:
Clicking this button launches the Phone Manager Pro Help Text.
• Add Speed:
The current Directory Entry is automatically added to your Speed Dials
tab in Call History.
• Script File:
Enter the path to the txt/rtf file to be displayed when a call is made to
the number entered in the Number field. See Script tab
• Browse for Script:
Use the Browse button to find the correct file and enter the correct
path on your PC or network.
• Media File:
Enter the path to the .WAV, .AVI, etc. file that is played when a call is
received from the number entered above
• Browse for Media:
Use the Browse button to find the correct Media File and enter the
correct path on your PC or network.
• New WAV:
Clicking on this button allows you to create a .WAV file in the Phone
Manager Pro default directory.
• Clear File:
Clicking this button clears the information in the Media File box.
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Configure Preferences
The Preferences option in the Configure menu allows you set up your
personal settings for forwarding, Voicemail, etc.
Forwarding
This menu controls the forwarding of calls from your extension.
• Follow Me To Number:
Enter the number to which all calls are to be redirected. If this number
is busy or not answered, then the call behaves as though your
extension had failed to answer. (i.e. If not answered then Forward On
No Answer is performed if set).
• Forward Number:
Enter the number to which your calls are forwarded when you select
either Forward Unconditional, Forward On No Answer or Forward
Hunt Group Calls.
• Forward Unconditional:
All incoming calls to your extension are forwarded to the ‘Forward
Number’.
• This option only applies to incoming calls to your extension number.
Calls to a Hunt Group of which you are a member are only
forwarded if you switch on Forward Hunt Group Calls. See below.
• Forward On Busy:
When your extension is busy calls are forwarded to the ‘Forward On
Busy Number’.
• Forward On Busy Number:
The number to which your calls should be forwarded when your phone
is busy and you have Forward On Busy selected.
• Forward Hunt Group Calls:
Hunt Group calls received by your extension will be forwarded to the
'Forward Number'. This option only works when Forward
Unconditional is on.
• Note: This only applies to Hunt Groups that are configured for Linear
or Circular ringing mode – contact your System Administrator if
unsure.
See also "Transfer Back to Forwarded Extension" on page 47.
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Do Not Disturb
This menu controls the Do Not Disturb operation of your extension.
• Do Not Disturb:
This option selects whether the Do Not Disturb feature is enabled or
disabled for your extension. The option is enabled when the box is
"checked".
The Do Not Disturb function forces the System to think that your extension
is busy. However under certain circumstances you may wish to allow
specific callers through while blocking all others. This feature can be
achieved by adding those numbers to the Do Not Disturb Exception List.
• DND Exception Number:
Enter the number to be included in your DND Exception List and select
Add
• DND Exception List:
This lists the numbers that overrides Do Not Disturb being enabled.
The DND exception number can be an internal extension or an
external number. To allow a range of numbers through the DND wall,
enter each number separately or make use of the variables "N" or "x" in
the number. For example, to allow all numbers from 7325551000 to
7325551099 the DND Exception number can be entered as either
73255510xx or 73255510N.
Voicemail
This menu controls the Voicemail operation of your extension, assuming
Voicemail is available on your system.
• Voicemail:
Selecting this checkbox allows incoming callers to leave a message if
your extension is busy or not .
• Voicemail Ringback:
When selected, the System automatically calls to indicate that there is a
new message. Ringback occurs two seconds after the handset is
placed on the phone and there are new messages.
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