Phone Manager
User Guide
OCTOBER 2014
DOCUMENT RELEASE 4.1
USER GUIDE
User Guide
Table
of
Contents
1.
2.
Overview
1.1.
Requirements
1.2.
Licensing
1.3.
Configuration
4
5-6
7
8-9
Outlook Features
2.1.
10
Call Control
11-17
2.1.1. Making Calls
18
2.1.2. Highlight & Dial
19
2.1.3. Toaster
20
2.1.4. Transferring
2.1.5. Multiple Calls
23
2.1.6. Dial Pad
24
2.2.
Extension Control
25-28
2.2.1. Do Not Disturb (DND)
29
2.2.2. ACD Agent Control
30
2.2.3. Manual Forward
31
2.2.4. Voice Mail Access
32
2.2.5. Volume Control
33
2.3.
Contacts
34-36
2.3.1. Directories
37
2.3.2. Searching
38
2.4.
3.
21-22
Call History
39
2.4.1. Call Recording
40
2.5.
Chat
41-43
2.6.
Hot Keys
44-46
2.7.
Call Banner Profiles
47
2.8.
Integrated Toolbar
48
Professional Features
49
3.1.
Application Support
50
3.1.1. API Access
51
3.1.2. Macros
52-54
3.1.3. Application Support Plugins
55-56
3.1.4. TAPI
57
3.1.5. Command Line
58-59
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MiVoice Office Phone Manager 4.1
3.2.
Toolbars
60
3.2.1. Integrated Toolbar
61
3.2.2. Button Actions
4.
5.
62-63
Team Leader Features
64
4.1.
Alarm Notifications
65
4.2.
Hunt Group Status
66
4.3.
User Control
67
Settings
5.1.
68
Connection
69-70
5.1.1. Local Connection
71
5.1.2. Remote Connection
72
5.2.
Softphone
73
5.2.1. E911 Warning, Emergency Calls and Security
74
5.2.2. General
75
5.2.3. Audio
76
5.2.4. Codecs
77
5.2.5. Quality
78
5.2.6. NAT and Firewalls
79
5.2.7. Keep-Alives
80
5.2.8. Softphone Limitations
81
5.3.
Hot Keys
82-84
5.4.
Macros
85-87
5.5.
Application Support Plugins
88-89
5.5.1. Goldmine
90-94
5.5.2. Microsoft Outlook
5.5.3. Microsoft Dynamics CRM
105-113
5.5.4. Microsoft Dynamics NAV
114-120
5.5.5. Sage CRM
121-126
5.5.6. SalesForce
127-133
5.5.7. SalesLogix
134-144
5.5.8. Swiftpage Act!
145-150
5.6.
6.
Diagnostics
151
What's New
6.1.
7.
95-104
152
Known Issues
153
Index
154-155
Page 2
NOTICE
The information contained in this document is believed to be accurate in all respects but is not warranted by Mitel Networks™
Corporation (MITEL®). The information is subject to change without notice and should not be construed in any way as a
commitment by Mitel or any of its affiliates or subsidiaries. Mitel and its affiliates and subsidiaries assume no responsibility for
any errors or omissions in this document. Revisions of this document or new editions of it may be issued to incorporate such
changes.
No part of this document can be reproduced or transmitted in any form or by any means - electronic or mechanical - for any
purpose without written permission from Mitel Networks Corporation.
TRADEMARKS
Mitel and MiTAI are trademarks of Mitel Networks Corporation.
Windows and Microsoft are trademarks of Microsoft Corporation.
Other product names mentioned in this document may be trademarks of their respective companies and are hereby
acknowledged.
Mitel Phone Manager
Release 4.1 - October, 2014
®,™ Trademark of Mitel Networks Corporation
© Copyright 2014 Mitel Networks Corporation All rights reserved
MiVoice Office Phone Manager 4.1
1
Overview
Phone Manager is designed to make using your Mitel MiVoice Office 250 handset as easy as possible. This document is
designed to outline the features of Phone Manager and help you get the most out of the product.
Phone Manager requires an instance of Mitel Communication Service (MCS) with the Application Server role supporting Phone
Manager clients, installed and running on the Local Area Network (LAN). The licensing for the product and many of the
features is controlled via the Application Server so you may need to contact your IT department or phone system supplier for
help should any of the features described in this document require a license.
Phone Manager runs in a Microsoft ® Windows environment and is designed to improve your productivity by integrating the use
of your MiVoice Office 250 phone with your PC and the various software applications you use to function well within your team. Page 4
User Guide
1.1 Requirements
Overview
The system requires specific information and requirements to be met for any installation. Read each of the sections and ensure that
the information requested is available prior to an installation.
System
Requirements
To be able to install and run Phone Manager the client computer needs to meet the following minimum requirements. If installing into
a multi user environment where multiple instances of the client will be running, for example Microsoft Terminal Service, Citrix etc. then
see the Multi User Computer Requirements section.
Operating
Systems
Windows 7 Pro/Enterprise/Ultimate 32-bit/64-bit
Windows 8 Pro 32-bit/64-bit
Windows 8.1 Pro 32-bit/64-bit
Windows 2008 SP2 Standard/Enterprise/Datacenter 32-bit/64-bit
Windows 2008 R2 Standard/Enterprise/Datacenter 32-bit/64-bit
Windows 2012 Standard/Datacenter 64-bit
Windows 2012 R2 Standard/Datacenter 64-bit
The Windows 2008 or Windows 2008 R2 Server Core installation options are not supported.
The Windows 2012 Foundation and Essential versions are not supported.
Hardware
Requirements
The minimum recommended hardware is dependent on the number of devices configured on the PBX and the number of
clients that will be connected.
Processor Intel Core 2 Duo 1.8GHz or faster processor (or equivalent)
Memory
Minimum: 1GB RAM
Recommended: 2GB RAM or more
When Phone Manager is running it will use a minimum of 70MB of RAM per client - this can be significantly
more depending on configuration and number of devices and/or users on the system.
Network
IPv4, 100Mb / 1Gb LAN
Hard
Disk Minimum: 20GB free space
Video
Minimum: DirectX v9 compatibly graphics cards with 120MB RAM
Recommended:DirectX v9 compatibly graphics cards with 1024MB RAM
Software
Requirements
The following software is required to be installed.
.NET Framework 3.5 SP1 .NET Framework 4.0 Full
Windows Installer 4.5
Multi
Users
&
Virtual
Desktop
System
Requirements
Phone Manager can be run in multi user and virtual desktop environments such as Microsoft Terminal/Remote
Desktop Services, Citrix XenApp or VMWare Virtual Desktop Infrastructure (VDI) with the following limitations:
The 1st Party TAPI drivers is not supported
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MiVoice Office Phone Manager 4.1
Phone Manager Softphone is not supported
When deploying in these environments then the amount of memory, CPU usage and Video resource that Phone Manager will
use needs to be determined. As the resources required are dependent on configuration and the number of devices and Users
in the system then this needs to be benchmarked first to ensure the number of concurrent Users can be supported on the
hardware available.
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User Guide
1.2 Licensing
Phone Manager is available in several different license levels. When you connect to the Communication Service a license will
be assigned to you based on the Client Profile assigned to your User account on the server.
Outlook Features: As well as Standard features, adds the additional functionality of screen popping and populating call
history journal inside Microsoft Outlook as well as dialling contacts and auto-creating MiVoice Office 250 Meet Me
Conference appointments.
Professional Features: As well as Outlook license features, adds the additional functionality of integrating with many
other CRM applications. Adds TAPI & .NET API access and supports custom Macro design.
Team Leader Features: As well as Professional license features, adds the ability to silent monitor other users and
control their ACD group status, DND and call forward status.
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MiVoice Office Phone Manager 4.1
1.3 Configuration
Connection
Details
Phone Manager requires a basic level of configuration to get it connected to the Communication Service and controlling your
extension. The following information is required when Phone Manager starts up:
Host address
This is the IP address or hostname of the server running the Communication Service
software. Phone Manager will try and find this automatically on start-up. If it does not find
an Communication Service or it finds more than one then some user interaction is
required to confirm the connection details.
User Credentials
Phone Manager needs to connect to the Communication Service with a user account. By
default, it will use the account you are logged into your PC with to authenticate. If you
wish to override this you can do so in the Connection settings section.
Extension
Phone Manager requires the details of the extension you are using when it starts up so
that it can show the correct call information. There are several of ways of providing Phone
Manager with this information. Please read through the Connection settings section for
more details.
Server
Connection
The first time Phone Manager starts it will broadcast to find an Communication Service instance running. If it doesn’t
find one or if it finds more than one, the window below will be shown.
Either select the correct server from the Available
hosts list or enter the IP address or hostname of the server you wish
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User Guide
Phone Manager to connect to in the Host
address field.
When Phone Manager starts it will use the Windows account details of the current logged in user. If this is not
appropriate then check the Override
login
details and enter the Username and Password to use instead. (This might
be necessary if for example you connect to the office from your home PC).
If the User account is linked to an Microsoft Active Directory User account then enter the username in the
DOMAIN\User format, otherwise use the username and password provided by your administrator. By default the
username is your extension number and leave the password blank to use the default value.
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MiVoice Office Phone Manager 4.1
2
Outlook
Features
The following section covers the features that are available in the Microsoft Outlook licensed version of Phone Manager. The
specific Microsoft Outlook features that are provided are:
Call Control
How to make and transfer calls. How to handle multiple calls and tell the
difference between different types of call.
Endpoint Control
Controlling the state of your endpoint. Forward states, Do Not Disturb and
ACD Agent control. Volume Control and Voicemail access.
Contacts
View the status of other users within the organisation. Searching for
internal and external contacts and using the contacts view to manage
favourites and speed up communications.
Call History
Track all calls you make on the system and optionally play them back
(requires Call Recording integration license).
Chat
Communicate with other users inside the organisation using chat/instant
messaging.
Directory Integration
Outlook contacts can be linked into the Phone Manager directory and
displayed on the toaster.
Screen Popping
Outlook contacts can be screen popped.
Call History
Outlook contacts can have call history (journal entries) created.
Calendar / DND Synchronisation
Outlook calendar can be used to automatically synchronise the User's
DND state with their calendar items.
This license also provides:
Hot Keys
Configure global hotkeys to automate common telephony tasks.
Call Banner Profiles
Toaster support for custom banner profiles.
Softphone
Support for connecting as a softphone (Requires a softphone license).
Integrated Toolbar
Only available when connected as a softphone. This provides 5 buttons that can be
customised on the main window.
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User Guide
2.1 Call
Control
Overview
Making and receiving calls is obviously the primary purpose of a telephone. Phone Manager makes this process as simple and efficient
as possible, providing you with context sensitive action buttons and giving you all the information you need about the calls you are on.
Making Calls
How to dial internal and external numbers.
Highlight & Dial
Dialling from within other applications.
Toaster
Seeing details about the call you are on and performing common tasks such as putting calls on hold,
retrieving calls and clearing calls.
Transferring
Performing supervised/announced or direct transfers.
Multiple Calls
How to handle multiple calls at your endpoint.
Dial Pad
Dialling out with the dial pad or dialling DTMF digits over a call to navigate through an attendant or IVR.
Making
Calls
Making a call to a number is a simple process that can be achieved a number of different ways.
Dialling a number you know
If you know the number you wish to dial, whether it is another endpoint internally or an external number then simply enter the
number into the dial text box and hit the enter key or press the ‘Dial’ button to make your endpoint dial the number.
If you are dialling an external number there is no need to worry about adding in any additional digits to get an outside line or
worrying about area codes as this will be done automatically as per the configuration in the server.
Dialling from the contacts screen
If you want to dial another user within your organisation or a contact that is stored in a global or personal directory you simply
need to click the dial icon next to their status icon on the contacts screen or double click the status icon itself. If the contact to
dial is not currently visible start entering their name into the search window to bring up a list of matching contacts.
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MiVoice Office Phone Manager 4.1
If you dial a contact while you are already on a call with someone else, Phone Manager will automatically set up a
consultation/enquiry call for you.
Highlight
&
Dial
Dialling from another application (Highlight & Dial)
Often you will have the need to dial a number from another application. Commonly this will be a web page that you want to dial
the contact details from or an email someone has sent you.
To do this you can use the Highlight & Dial features of Phone Manager. Simply highlight the number you wish to dial and then
click on the Highlight & Dial button or use a Highlight & Dial hot key (See the Hot Keys section for details). You will find the
Highlight & Dial button docked to the right-hand side of your screen.
You can move the Highlight & Dial button up or down the screen to suit your requirements.
Generally as long as the number can be copied to and pasted from the Windows clipboard then this should work. This can be
tested by highlighting the telephone number and pressing Ctrl+C and then opening Notepad and pressing Ctrl+V. If the number
appears then the test was successful.
Some 3rd party applications can perform their own clipboard control causing highlight and dial to not function correctly.
Testing with a Phone Manager client is recommended to ensure full compatibility.
Toaster
The toaster window will appear whenever a call is in progress at your endpoint. It is designed to give you all the details you
need about the call in progress and provide you with context sensitive buttons to perform actions on those calls such as hold or
retrieving a call.
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User Guide
Context Sensitive Buttons
The following buttons will appear at different times on the toaster depending on the status of the call.
Use this button to hang up on a call.
If you have the handset of the telephone in your hand you will be disconnected from the
remote party but will be left with a connection to the telephone system.
Use this button to answer an incoming call.
These hold and retrieve buttons will appear once a call is in progress. If you hold a call by
pressing the hold button on the toaster or on the telephone itself, the hold button will be replaced
with a retrieve button to allow you to pick the call back up.
This option is displayed on incoming ringing calls. Use the divert to send an unwanted call to
another destination.
This option is displayed on incoming ringing calls. Use the send to voicemail option to send an
unwanted call to your voicemail mailbox.
There are 2 ways of transferring a call to another location. Using the transfer option will move the
call to another location immediately. The consultation option will allow you to speak to someone
at the other location first before putting the call through.
These options are available if you have set up a consultation call. To complete the transfer hang
up the handset of the telephone or press the complete button. To go back to the original call
press the cancel button.
These options allow you to add or edit the contact associated with the call in the local or global
directories.
Transferring
Transferring a call can be done in several different ways depending on whether you want to transfer an answered call directly
(blind transfer) or by announced transfer. Alternatively if the call is ringing, then you can divert the call before answer.
Transfers
When connected to a call, context sensitive toaster action buttons appear to offer the user the system features that are possible
at the time.
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MiVoice Office Phone Manager 4.1
SIP Softphone does not support transferring a connected call straight to a Voicemail box
Direct
Transfer
To perform a direct transfer where the call is sent to the transfer destination before the consultation call has been made click on
the Transfer button and this will give focus to the main window with the cursor in the Search or Dial box. Search for the contact
to transfer the call to and click on the dial button next to their icon (or highlight it and press Enter) or type in the number in the
Search or Dial box and click on Dial. The call will then be sent straight to this contact and the call will clear from your endpoint.
Announced
Transfer
To perform an announced transfer a consultation call needs to be set up before transferring the call. Whilst on a call click on the
Consult button and this will give focus to the main window with the cursor in the Search or Dial box, or go direct to the main
window and find the contact, or use the hot key for Directory Search. Use any of these methods to find the contact to transfer
the call to in the main contact window.
Once the contact has been found dial them and this will set up the consultation call. For example this shows a consultation call
made to endpoint 1801.
As there are multiple calls at the endpoint now the summary panel appears to the left of the toaster. This shows all the calls at
the current endpoint and clicking on each call will update the details on the right hand side with the relevant information for the
call selected.
The consultation call has not been answered yet but the transfer can be completed at any time by clicking on the Complete
button.
To cancel the consultation call and not perform the transfer to this contact, click on the Cancel button (shown above). This will
then clear the consultation call and connect you back to the original call.
Alternatively swap over to the enquiry call and click on the End button shown below. This will cause the original call to be left on
hold and would need to be manually retrieved.
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User Guide
Divert
When a call is ringing the toaster action buttons change to reflect what you can do with this call.
To divert a call click on the Divert button and this will give focus to the main window with the cursor in the Search or Dial box.
Search for the contact to divert the call to and click on the dial button next to their icon (or highlight it and press Enter) or type in
the number in the Search or Dial box and click on Dial. The call will then be sent straight to this contact and the call will clear
from your endpoint.
The toaster also provides a Send to voicemail button that enables a single click divert of a call to voicemail.
Multiple
Calls
The toaster popup will show multiple calls at an endpoint by expanding to the left with a summary pane that lists all of the calls
in progress. Clicking on the entry for a specific call will update the details on the right hand side with the relevant information for
the call selected.
For a single call the toaster will be shown without the summary pane.
If a second call comes in the then toaster will expand with the summary pane. This example shows the first call on hold and the
second call is ringing.
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MiVoice Office Phone Manager 4.1
If a third call comes in then this gets added. In this example the first call is connected and the second and third calls are ringing.
Next to each call in the summary pane the icon to the left reflects the state of the call.
Call connected
Call ringing
Call on hold
Dial
Pad
The dial pad can be used for dialling numbers or for navigating Auto Attendants or Interactive Voice Response (IVR)
systems. The dial pad can be loaded by clicking the dial pad icon from the main window.
The dial pad window will then load as shown.
Clicking on any of the buttons will send the DTMF digit to the phone whilst on a call.
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User Guide
In order to ensure that the normal use of numeric keys on your PC doesn't interfere with a call, DTMF tones will only be
sent over a call whilst the Dial Pad is visible.
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MiVoice Office Phone Manager 4.1
2.1.1 Making
Calls
Making a call to a number is a simple process that can be achieved a number of different ways.
Dialling a number you know
If you know the number you wish to dial, whether it is another endpoint internally or an external number then simply enter the
number into the dial text box and hit the enter key or press the ‘Dial’ button to make your endpoint dial the number.
If you are dialling an external number there is no need to worry about adding in any additional digits to get an outside line or
worrying about area codes as this will be done automatically as per the configuration in the server.
Dialling from the contacts screen
If you want to dial another user within your organisation or a contact that is stored in a global or personal directory you simply
need to click the dial icon next to their status icon on the contacts screen or double click the status icon itself. If the contact to
dial is not currently visible start entering their name into the search window to bring up a list of matching contacts.
If you dial a contact while you are already on a call with someone else, Phone Manager will automatically set up a
consultation/enquiry call for you.
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User Guide
2.1.2 Highlight
&
Dial
Dialling from another application (Highlight & Dial)
Often you will have the need to dial a number from another application. Commonly this will be a web page that you want to dial
the contact details from or an email someone has sent you.
To do this you can use the Highlight & Dial features of Phone Manager. Simply highlight the number you wish to dial and then
click on the Highlight & Dial button or use a Highlight & Dial hot key (See the Hot Keys section for details). You will find the
Highlight & Dial button docked to the right-hand side of your screen.
You can move the Highlight & Dial button up or down the screen to suit your requirements.
Generally as long as the number can be copied to and pasted from the Windows clipboard then this should work. This can be
tested by highlighting the telephone number and pressing Ctrl+C and then opening Notepad and pressing Ctrl+V. If the number
appears then the test was successful.
Some 3rd party applications can perform their own clipboard control causing highlight and dial to not function correctly.
Testing with a Phone Manager client is recommended to ensure full compatibility.
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MiVoice Office Phone Manager 4.1
2.1.3 Toaster
The toaster window will appear whenever a call is in progress at your endpoint. It is designed to give you all the details you need about
the call in progress and provide you with context sensitive buttons to perform actions on those calls such as hold or retrieving a call.
Context Sensitive Buttons
The following buttons will appear at different times on the toaster depending on the status of the call.
Use this button to hang up on a call.
If you have the handset of the telephone in your hand you will be disconnected from the
remote party but will be left with a connection to the telephone system.
Use this button to answer an incoming call.
These hold and retrieve buttons will appear once a call is in progress. If you hold a call by
pressing the hold button on the toaster or on the telephone itself, the hold button will be replaced
with a retrieve button to allow you to pick the call back up.
This option is displayed on incoming ringing calls. Use the divert to send an unwanted call to
another destination.
This option is displayed on incoming ringing calls. Use the send to voicemail option to send an
unwanted call to your voicemail mailbox.
There are 2 ways of transferring a call to another location. Using the transfer option will move the
call to another location immediately. The consultation option will allow you to speak to someone
at the other location first before putting the call through.
These options are available if you have set up a consultation call. To complete the transfer hang
up the handset of the telephone or press the complete button. To go back to the original call
press the cancel button.
These options allow you to add or edit the contact associated with the call in the local or global
directories.
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User Guide
2.1.4 Transferring
Transferring a call can be done in several different ways depending on whether you want to transfer an answered call directly (blind
transfer) or by announced transfer. Alternatively if the call is ringing, then you can divert the call before answer.
Transfers
When connected to a call, context sensitive toaster action buttons appear to offer the user the system features that are possible
at the time.
SIP Softphone does not support transferring a connected call straight to a Voicemail box
Direct
Transfer
To perform a direct transfer where the call is sent to the transfer destination before the consultation call has been made click on
the Transfer button and this will give focus to the main window with the cursor in the Search or Dial box. Search for the contact
to transfer the call to and click on the dial button next to their icon (or highlight it and press Enter) or type in the number in the
Search or Dial box and click on Dial. The call will then be sent straight to this contact and the call will clear from your endpoint.
Announced
Transfer
To perform an announced transfer a consultation call needs to be set up before transferring the call. Whilst on a call click on the
Consult button and this will give focus to the main window with the cursor in the Search or Dial box, or go direct to the main
window and find the contact, or use the hot key for Directory Search. Use any of these methods to find the contact to transfer
the call to in the main contact window.
Once the contact has been found dial them and this will set up the consultation call. For example this shows a consultation call
made to endpoint 1801.
As there are multiple calls at the endpoint now the summary panel appears to the left of the toaster. This shows all the calls at
the current endpoint and clicking on each call will update the details on the right hand side with the relevant information for the
call selected.
The consultation call has not been answered yet but the transfer can be completed at any time by clicking on the Complete
button.
To cancel the consultation call and not perform the transfer to this contact, click on the Cancel button (shown above). This will
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MiVoice Office Phone Manager 4.1
then clear the consultation call and connect you back to the original call.
Alternatively swap over to the enquiry call and click on the End button shown below. This will cause the original call to be left on
hold and would need to be manually retrieved.
Divert
When a call is ringing the toaster action buttons change to reflect what you can do with this call.
To divert a call click on the Divert button and this will give focus to the main window with the cursor in the Search or Dial box.
Search for the contact to divert the call to and click on the dial button next to their icon (or highlight it and press Enter) or type in
the number in the Search or Dial box and click on Dial. The call will then be sent straight to this contact and the call will clear
from your endpoint.
The toaster also provides a Send to voicemail button that enables a single click divert of a call to voicemail.
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User Guide
2.1.5 Multiple
Calls
The toaster popup will show multiple calls at an endpoint by expanding to the left with a summary pane that lists all of the calls
in progress. Clicking on the entry for a specific call will update the details on the right hand side with the relevant information for
the call selected.
For a single call the toaster will be shown without the summary pane.
If a second call comes in the then toaster will expand with the summary pane. This example shows the first call on hold and the
second call is ringing.
If a third call comes in then this gets added. In this example the first call is connected and the second and third calls are ringing.
Next to each call in the summary pane the icon to the left reflects the state of the call.
Call connected
Call ringing
Call on hold
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MiVoice Office Phone Manager 4.1
2.1.6 Dial
Pad
The dial pad can be used for dialling numbers or for navigating Auto Attendants or Interactive Voice Response
(IVR) systems. The dial pad can be loaded by clicking the dial pad icon from the main window.
The dial pad window will then load as shown.
Clicking on any of the buttons will send the DTMF digit to the phone whilst on a call.
In order to ensure that the normal use of numeric keys on your PC doesn't interfere with a call, DTMF tones will
only be sent over a call whilst the Dial Pad is visible.
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User Guide
2.2 Extension
Control
Overview
Phone Manager provides complete control over the status of your endpoint. This is all done through the main window using the
various built in features.
Do Not Disturb
Single click access to any of the 20 do not disturb states programmed on the telephone system to
ensure you are not interrupted when busy.
ACD Agent Control
Login to all or selected hunt groups your ACD agent ID belongs to.
Manual Forwarding
Control of the local forward state of your endpoint. For example, divert calls to voicemail or to
your mobile when busy.
Voicemail Access
Visual indication of when you have voicemails and single access to dial into the voicemail system
to retrieve them.
Volume Control
Increase or decrease the volume when ringing or during a call or mute the audio all together.
Do
Not
Disturb
When away from your desk or busy in a meeting you can set the Do Not Disturb (DND) message on your phone so other users
on the MiVoice Office 250 system know your status.
The phone system provides 20 predefined DND messages for you to choose from (These messages can be re-programmed on
the MiVoice Office 250 system). Simply press the DND button and select 1 of the 20 messages.
Once you have selected a message you will then be presented with a text box asking you to enter the "DND Text". You can
optionally enter up to 16 characters of text here to supplement the DND message selected.
For example: IN MEETING UNTIL – 12.30 PM
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MiVoice Office Phone Manager 4.1
Any MiVoice Office 250 user now calling your phone or viewing your status in Phone Manager will see your DND message.
If you are in the DND state, the Phone Manager DND control button will turn blue switched off the DND icon will turn green , click on the icon to switch off DND. When
.
ACD
Agent
Control
ACD Agent IDs can be used on the MiVoice Office 250 system to log in and out of whichever ACD hunt groups you Agent ID
belongs to. Each hunt group would generally indicate a different type of call to be answered or indicate a specific skill set to use
for that call.
If you have an Agent ID and have been given the permission to do so, you can log in and out of hunt groups using the agent
icon on the main window.
If you are logged out and press the agent icon you will be presented with a list of hunt groups that you have been assigned to.
To log into all groups select the ‘Login Agent (xxxx)’ option from the top of the menu. Alternatively select the specific hunt group
you wish to log in to by simply clicking on the group.
While logged in, a green tick will show against all hunt groups that you are logged into. The menu can then be used to login or
out of any of the other groups at any time.
Manual
Forwarding
Your extension can have a manual forward set to divert calls to another destination under different circumstances. The various
forward states available to choose from are:
No
Answer
Busy
No
Answer
&
Busy
All
Calls
Forward calls when you don’t answer them. The default no answer time on the PBX is 15 seconds (This
system wide timer can be changed)
Forward calls only when your extension is busy.
This option is a combination of the first two options.
Forward all calls that alert you extension immediately.
To change the forward state on your extension, click the forward state icon options available.
on the main window and select 1 of the 4
A text input box will then appear to prompt for a forward destination. In this box you can enter an internal number or external
number such as a mobile phone number (If external remember to include the number to access an outside line).
If the forward state is already enabled, the forward icon will show in blue from your extension.
, click on the icon to remove the forward setting
Note - The MiVoice Office 250 system also supports pre-programmed forward rules called "System Forwarding". Manual
Forwarding will override any System Forwarding rules you may have set.
Voicemail
Access
Voicemail notifications are displayed on the main window with the notification icon will show the number of messages in the red circle.
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icon. When any new messages are left then the
User Guide
If you have outstanding voice messages from more than one source, clicking on the icon will display a list of all the voice
mailboxes and the number of messages in each. Clicking on the relevant entry will dial straight into the associated message
retrieval for that mailbox (remember that each source mailbox is likely to require a different password).
When there are no outstanding messages the red circle will no longer be visible and the icon will look like this :
Volume
Control
The volume functions behave differently depending on whether Phone Manager is associated with your endpoint phone (Desk
Phone) or in SIP softphone mode.
Endpoint Volume control
The volume of your endpoint phone can be controlled using the mute , volume increase and volume decrease icons at the bottom right of the main window.
When controlling a Mitel endpoint desk phone these icons are grouped together in the bottom right corner like this Depending on the state of your endpoint the icons will do different things:
Idle or Ringing State
Mute will be disabled.
Volume decrease will decrease the volume and save it.
ringing
Volume increase will increase the volume and save it.
ringing
Call in progress on the handset
Mute will be enabled.
Volume decrease will decrease the volume and save it.
handset
Volume increase will increase the volume and save it.
handset
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MiVoice Office Phone Manager 4.1
Additional types of call in progress include Hands Free and Headset and the volume control will apply independently to each
type of audio call.
When the mute icon is pressed it will turn blue on the icon again.
to indicate that audio is now muted on the call. To turn mute off simply click
Softphone Volume
The volume controls are enhanced to include a slide control when connected as a softphone. This offers a greater level of
control than when Phone Manager is controlling an endpoint and look like this:
When using the volume control in softphone mode you will be setting the volume of whichever audio device is configured in
Settings ---> Softphone ---> Audio within your Phone Manager software.
Volume control for a softphone is only available when using the built in softphone.
When muting a call on the softphone both parties audio are muted.
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User Guide
2.2.1 Do
Not
Disturb
(DND)
When away from your desk or busy in a meeting you can set the Do Not Disturb (DND) message on your phone so other users
on the MiVoice Office 250 system know your status.
The phone system provides 20 predefined DND messages for you to choose from (These messages can be re-programmed on
the MiVoice Office 250 system). Simply press the DND button and select 1 of the 20 messages.
Once you have selected a message you will then be presented with a text box asking you to enter the "DND Text". You can
optionally enter up to 16 characters of text here to supplement the DND message selected.
For example: IN MEETING UNTIL – 12.30 PM
Any MiVoice Office 250 user now calling your phone or viewing your status in Phone Manager will see your DND message.
If you are in the DND state, the Phone Manager DND control button will turn blue switched off the DND icon will turn green .
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, click on the icon to switch off DND. When
MiVoice Office Phone Manager 4.1
2.2.2 ACD
Agent
Control
ACD Agent IDs can be used on the MiVoice Office 250 system to log in and out of whichever ACD hunt groups you Agent ID
belongs to. Each hunt group would generally indicate a different type of call to be answered or indicate a specific skill set to use
for that call.
If you have an Agent ID and have been given the permission to do so, you can log in and out of hunt groups using the agent
icon on the main window.
If you are logged out and press the agent icon you will be presented with a list of hunt groups that you have been assigned to.
To log into all groups select the ‘Login Agent (xxxx)’ option from the top of the menu. Alternatively select the specific hunt group
you wish to log in to by simply clicking on the group.
While logged in, a green tick will show against all hunt groups that you are logged into. The menu can then be used to login or
out of any of the other groups at any time.
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User Guide
2.2.3 Manual
Forward
Your extension can have a manual forward set to divert calls to another destination under different circumstances. The various
forward states available to choose from are:
No
Answer
Busy
No
Answer
&
Busy
All
Calls
Forward calls when you don’t answer them. The default no answer time on the PBX is 15 seconds
(This system wide timer can be changed)
Forward calls only when your extension is busy.
This option is a combination of the first two options.
Forward all calls that alert you extension immediately.
To change the forward state on your extension, click the forward state icon options available.
on the main window and select 1 of the 4
A text input box will then appear to prompt for a forward destination. In this box you can enter an internal number or external
number such as a mobile phone number (If external remember to include the number to access an outside line).
If the forward state is already enabled, the forward icon will show in blue from your extension.
, click on the icon to remove the forward setting
Note - The MiVoice Office 250 system also supports pre-programmed forward rules called "System Forwarding". Manual
Forwarding will override any System Forwarding rules you may have set.
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MiVoice Office Phone Manager 4.1
2.2.4 Voice
Mail
Access
Voicemail notifications are displayed on the main window with the notification icon will show the number of messages in the red circle.
icon. When any new messages are left then the
If you have outstanding voice messages from more than one source, clicking on the icon will display a list of all the voice
mailboxes and the number of messages in each. Clicking on the relevant entry will dial straight into the associated message
retrieval for that mailbox (remember that each source mailbox is likely to require a different password).
When there are no outstanding messages the red circle will no longer be visible and the icon will look like this :
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User Guide
2.2.5 Volume
Control
The volume functions behave differently depending on whether Phone Manager is associated with your endpoint phone (Desk Phone)
or in SIP softphone mode.
Endpoint Volume control
The volume of your endpoint phone can be controlled using the mute , volume increase and volume decrease icons at the bottom right of the main window.
When controlling a Mitel endpoint desk phone these icons are grouped together in the bottom right corner like this Depending on the state of your endpoint the icons will do different things:
Idle or Ringing State
Mute will be disabled.
Volume decrease will decrease the volume and save it.
ringing
Volume increase will increase the volume and save it.
ringing
Call in progress on the handset
Mute will be enabled.
Volume decrease will decrease the volume and save it.
handset
Volume increase will increase the volume and save it.
handset
Additional types of call in progress include Hands Free and Headset and the volume control will apply independently to each
type of audio call.
When the mute icon is pressed it will turn blue on the icon again.
to indicate that audio is now muted on the call. To turn mute off simply click
Softphone Volume
The volume controls are enhanced to include a slide control when connected as a softphone. This offers a greater level of
control than when Phone Manager is controlling an endpoint and look like this:
When using the volume control in softphone mode you will be setting the volume of whichever audio device is configured in
Settings ---> Softphone ---> Audio within your Phone Manager software.
Volume control for a softphone is only available when using the built in softphone.
When muting a call on the softphone both parties audio are muted.
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MiVoice Office Phone Manager 4.1
2.3 Contacts
Overview
The contacts tab within Phone Manager provides a view to provide real-time information about other devices including Users,
endpoints, agents, speed dials and hunt groups. This gives a single quick view of the status of these devices and call control features
such as single click to dial.
Groups
Each device that is shown is part of a group. Clicking the directory button on the top left hand corner displays the available
directories and gives the User the ability to be able show or hide each group.
If there is a green tick next to the entry then this will be shown. Un checking this will cause the directory to be hidden.
Each Phone Manager User has their own Favourites group which they can add and remove devices to and from and is
personal to each User. They can also add items from the Directories to this, for example Speed Dials, Personal Contacts,
Central Contacts or Microsoft Outlook Contacts.
The other groups are created automatically from the Business Unit structure configured on the server.
Device
Control
For each device there are actions that can be performed. Right clicking on a device will display a menu of the available actions
and the options available are dependent on the type of device, the state of the device and the license level of the client.
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User Guide
Device
View
The contacts tab supports displaying the device information in either a large icon or a details view. The current view can be
changed using the view selection buttons in the top right corner.
The current view is highlighted in blue, with the large icon view using the left button and the details view on the right.
Device
Icons
Each type of device has a different icon and changes colour depending on the status of the device.
Central server or personal contact, i.e. Global Directory.
Microsoft Outlook contact.
User who is not connected with Phone Manager and has no endpoint/agent assigned to their User account.
User in the free state without Phone Manager connected (this shows the status of the endpoint/agent assigned to
their User account).
User in the busy state without Phone Manager connected (this shows the status of the endpoint/agent assigned to
their User account).
User in the DND state without Phone Manager connected (this shows the status of the endpoint/agent assigned to
their User account).
User in the free state who has Phone Manager connected.
User in the busy state who has Phone Manager connected.
User in the DND state who has Phone Manager connected.
Endpoint in the free state.
Endpoint in the busy state.
Endpoint in the DND state.
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MiVoice Office Phone Manager 4.1
Agent is logged out.
Agent in the free state.
Agent in the busy state.
Agent in the DND state.
Agent in the wrap-up state.
Hunt group.
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User Guide
2.3.1 Directories
Overview
Contact directory information can be imported into Phone Manager's server to give more information about the contacts who are calling
in and to provide directory search features to help find people to call.
There are several different sources that can be used to import contact records. They include:
Central contact databases, for example Microsoft Dynamics CRM, Salesforce.com etc.
The Personal contact Directory for your Phone Manager user account.
Your own Microsoft Outlook personal contacts.
The MiVoice Office 250 PBX System Speed Dial list (Maximum 1000).
Using the contact directories, Phone Manager can search to find any matching contacts to dial. When an inbound call is received or an
outbound call made, the relevant directories are searched automatically and the matching contact information is made available and
displayed on the Phone Manager toaster.
Central
contact
databases
For central based contacts the information is stored and accessed from a single location. This can include a text file in CSV
format or a direct database connection using ODBC or OLE DB. The contacts from these locations can be imported into the
system manually or on a pre configured schedule so that the directories are always up to date.
For more information see the Contact Directories section in the server help.
Microsoft
Outlook
personal
contacts
If a User has the Download Outlook contacts option enabled in their Client Profile on the server, then personal contacts from
within Microsoft Outlook can be searched directly from Phone Manager.
The User needs to be connected with a Microsoft Outlook license to enable this feature.
This requires Microsoft Outlook to be running within the same session as the Phone Manager client and only local
contact folders are supported.
The contacts can be searched using the Home, Telephone or Mobile/Cell number fields as well as the first, middle, last and
company name fields associated with the Outlook contact. The only user that can search and access these contacts is the local
User. Other Users cannot access these contacts.
MiVoice
Office
250
PBX
System
Speed
Dial
List
The PBX contains its own directory in the form of system speed dials. These entries are configured from within Database
Programming on the MiVoice Office 250 system and the Phone Manager server will download them directly from the PBX when
connected. Each entry only has a name and number associated with it and each of these fields can be used to search. Any
changes to this list made on the MiVoice Office 250 system will automatically update the Phone Manager directory.
All Phone Manager users have access to search and dial the MiVoice Office 250 system speed dials.
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MiVoice Office Phone Manager 4.1
2.3.2 Searching
Overview
Searching for contacts is done from the main window in the Search or Dial section. Typing in a relevant search term, i.e.
telephone number or name, will shortcut to any matching entries in the contacts tab.
The search will try and find a match in any of the devices on the PBX or within any of the directories that have been assigned to
your Phone Manager user account on the server.
To cancel a search click onto the X next to the DIal button and this will restore the contacts tab back to the default view.
Remember to cancel a search so that your entire contacts are visible on the contacts tab.
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User Guide
2.4 Call
History
Overview
The call history provides a list of all of your recent call activity. This includes internal calls, external inbound and outbound calls
and missed calls that were not answered. If the User has multiple devices (endpoints/agents) associated with their profile then
the history will show calls for all these whilst the User was linked with them (In other words the call history represents the Phone
Manager user rather than the device on which the call took place).
The history is refreshed after a call is cleared from the current endpoint phone.
The call history does not require Phone Manager to be running to save the call information - the server logs the
call history centrally.
For each call the history tab shows the following information:
Name : This is either the name of the contact that has been matched to the call or if none is available then the outside
number.
Time: The time of day that the call was made or received.
Talk
Time: The length of time that the call was connected.
Ring
Time: The length of time that the call was ringing.
CLI: The caller id (Calling Party Number) or outside number. This is only populated for external calls.
DDI: The direct number dialled by the inbound caller. This is only populated for inbound external calls.
Hunt
Group: The hunt group that the call came in on. This is only populated for inbound external calls.
Account
Code: This shows any account codes that were set against the call whilst in progress.
As the main window is resized the number of columns shown will change as there is more space to display
these.
To the left hand side of each entry the icon shows what type of call this is.
Outbound call
Inbound call
Inbound missed call
Next to each entry, on the right hand side, there are icons to dial the contact back and if the system has call recording
integration enabled and the User has playback rights, then they can listen to the associated call recording for the call.
The call history will show a maximum of 50 calls for each User.
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MiVoice Office Phone Manager 4.1
2.4.1 Call
Recording
Overview
Phone Manager can integrate into a Call Recorder to provide direct access to playback the recordings for the User. Call recording
can also be paused/resumed to enable specific parts of a call to not be recorded, for example when credit card details are being
provided.
Additional 3rd party licensing may be required to pause/resume call recordings.
Playback
Call recordings can be played back from the Call History tab within Phone Manager by clicking onto the the specific call.
icon next to
This provides a direct link to the playback page for this call. To access the recording the User must have a valid account
on the call recorder that grants them access to the call they are trying to listen to.
Pause
/
Resume
Call recordings can be manually paused and resumed by configuring a Toolbar button. This can be on the main window
integrated toolbar or on an external toolbar.
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User Guide
2.5 Chat
Overview
Chat is an instant messaging style feature that allows Phone Manager Users to exchange short messages with each other.
When a chat session is started a new conversation is created that groups the messages sent together. If a User is offline when
a chat message is sent they will be notified of new messages when they next come online.
Pay attention to the icon for a user you wish to commence a chat session with. The colours give you a hint as to the status of
their phone and the type of icon indicates whether the user is likely to see your chat message straight away or later on.
This hollow Green icon means the endpoint for this user is free but their Phone Manager software is not running so they
won't see your message until the next time they run Phone Manager.
This solid Green icon means the endpoint for this user is free and their Phone Manager is running so they should see
your chat message straight away.
This solid Red icon means this user is busy on a call but they should see your chat message straight away.
To initiate a chat session right click on the user's icon and select chat from the menu. (This menu shows the options available
with the Phone Manager Team Leader license for a contact centre manager)
Phone Manager will only show the messages received since it was last started. Closing the client and reopening will clear the
chat history. Chat history is logged on the server to provide access to past chat sessions and for reporting.
The maximum length per chat message is 2500 characters.
This is what your chat session would look like.
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MiVoice Office Phone Manager 4.1
Message
Notifications
When a new message is received then the icon on the start menu will turn orange.
The Chat icon on the main windows will also display a red circle with the number of new messages.
Clicking on the icon will display the new message. Messages you send are shown in orange and messages received
are shown in green. The time of the message is tagged to the right of the message.
Next to each conversation if there are new unread messages then the number of them will be shown against Users
conversation.
Multiple
Chat
Sessions
Multiple chat sessions are grouped by the User who the message is sent to or received from. Each User has the list of
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User Guide
conversations shown on the left hand side and clicking on the name will change the right hand window to show the
history.
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MiVoice Office Phone Manager 4.1
2.6 Hot
Keys
Overview
Hot Keys enable Users to set a combination of keystrokes to access commonly used features within Phone Manager. The configuration of the
hot keys is specific to each User. The following list of hot key actions are supported:
Action
Description
Answer call
Answers the call currently ringing. If there are any calls in progress then this is ignored.
Clear call
Clears the call that is connected to the endpoint.
Directory search
Brings the main window to the front and sets the focus and cursor to the Search or Dial field.
Do not disturb
Toggles the DND state at the endpoint. If no message is pre configured then it will prompt for the
message to use.
Highlight and dial
Dials the number that is currently highlighted in other applications.
Hold or retrieve
If a call is on hold then retrieves the call otherwise puts it on hold.
Launch call history
Brings the main window to the front and sets the call history tab in focus.
Launch dial pad
Shows the dial pad window.
Mute
Mutes the audio for the current call. If this is a softphone then both sides of the call are muted
otherwise only the audio from the Users endpoint is muted. See Softphone Limitations.
Redial
Redials the last number using the Mitel feature (default code 380). Not supported on softphone (use
call history instead), see Softphone Limitations.
Restore Phone Manager
Brings the main window to the front.
Volume up
Increases the volume level. See the Volume Control section for details.
Volume down
Decrease the volume level. See the Volume Control section for details.
Configuration
To configure the hot keys:
1. Open the Settings window.
2. Select the Hot Keys tab.
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3. Double click on the hot key entry to configure.
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MiVoice Office Phone Manager 4.1
4. Each hot key needs to be enabled, check the Enabled option to do this.
5. Select the Key to use for the hot key.
6. Check the Alt, Ctrl, Shift and/or Win checkbox's that will be used in combination to the Key selected.
7. Click on Apply to save the changes/
Always configure the hotkeys to use at least 3 combinations, for example Alt + Ctrl + D. Using simpler combinations may
result in conflicts with other application that are running at the same time.
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User Guide
2.7 Call
Banner
Profiles
Overview
Banner profiles control how the Phone Manager toaster popup is displayed when calls are received at the client. The
information that is displayed, the colour and text of the title bar can be changed depending on a specific set of conditions being
met for the call.
For example, using a condition on the DDI number, support line calls could be shown with a green banner whilst sales calls with
a blue banner.
Support line calls shown with a green banner.
Sales line calls could be shown with a blue banner.
Several different profiles can be created and they can be given a priority so that if two banners have a similar condition then the
one with the highest priority will be used.
This feature can be used to identify VIP callers in order to improve customer service.
See the Call Banner Profile section on the Communication Service server for details on how to configure these.
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MiVoice Office Phone Manager 4.1
2.8 Integrated
Toolbar
Overview
The integrated toolbar provides five buttons on the main window shown underneath the Search or Dial field. Each button can
be customised by the User to set the label shown and what action is performed when the button is clicked.
This is only available when running with a Professional or higher license or when using the built in softphone.
Customising
Buttons
To edit the button:
1. Right click the button and select Edit.
2. Select the Action to perform from the Action drop down list. See the Button Actions section for details.
3. Enter the name that will be shown on the button in the Name field.
4. Configure any Parameters if required by the Action selected.
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User Guide
3
Professional
Features
The following section covers the features that are available in the Professional licensed version of Phone Manager.
ACD Agent
Control
Ability for the User to control their ACD status.
Integrated
Toolbar
This provides 5 buttons that can be customised on the main window.
Toolbars
This give access to the full toolbars.
Application
Support
Integration into 3rd party application using API Access, Macros, TAPI, Command
Line or Application Support Plugins.
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3.1 Application
Support
Phone Manager can integrate into 3rd party applications in several ways depending on the requirements and features that are
supported by the application. This can be as simple as Highlight & Dial or more complex full call control and events using API
Access or Macro design.
The following is the list of integration options available.
Method
Description
Directories
Contact directory imports, to display information about the caller on the toaster.
Highlight & Dial
Dialling from other applications by selecting the number and then activating the dial by
using Hot Keys or double clicking on the highlight and dial icon.
Command Line
Command line arguments can be passed to the client executable to perform actions.
Macros
VBScript macros that can be activated on call events or manually by the User.
TAPI
1st Party TAPI driver for integration into 3rd party applications.
Application
Support Plugins
Plugins provide specific integration to a range of well known CRM style applications.
If the application or version is not currently supported then complete the integration request process and we can
investigate the possibility of supporting this application.
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User Guide
3.1.1 API
Access
Overview
The client provides API components that can be used to embed some of the functionality of the Phone Manager client into a
3rd party application. Unlike the other Application Support options the client does not have to be running to do this.
All of the call controls events and methods are available, so applications can react to call ringing events and receive the call
details and then perform their own handling of what to do next, i.e. screen popping, dialling out etc.
This does require development work to be performed by the application vendor or administrator.
When using the API the Phone Manager client can be running at the same time and this will only consume a
single license as long as the Phone Manager client and the application are running in the same user session.
See the Phone Manager API reference for more information.
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MiVoice Office Phone Manager 4.1
3.1.2 Macros
Overview
Phone Manager Professional license supports a scripting interface to allow VBScript macros to be developed. They can then be
configured to trigger on a manual User action, i.e. a toolbar button action, or automatically on pre-defined call events. The
scripting interface provides access to the call information that can be used within the script and extra methods to control the
endpoint and other features, i.e. call recording.
For example this VBScript example will display a message box when an incoming call is received and display the caller id:
MsgBox "Call from " & PhoneControl.CLI
See the Phone Manager Macro API reference for more information.
Configuration
The macro design and configuration is available for Users who have the Allow macro editing option enabled on their Client
Profile on the server. WIthout this option Users can only change the Enable
event-driven
macros option. This controls if the
macros that have been assigned to the User will be triggered on the associated call events. Macros
When creating new macros they are first designed and tested from within this section. When this is complete they can be
published and this makes them available on the server. Once published they can then be assigned to the relevant Users. A
copy is made of the local version of the macro and this can then not be edited. Any updates would need to be made on the
original local version and then re published. Users would then need to be reassigned to this new published version. This
provides a level of security to prevent macros being deployed without permission.
The list of macros shown in the Macro Configuration section only shows the local macros not published to the server for this
User. To see the list of published macros see the Macros section on the server user interface.
To create or edit a new macro:
1. Click on the New or Edit button.
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2. Enter a Name that will be used on the server to identify this macro.
3. Enter a Description that can be used to detail what this macro is for.
4. Select the call event to automatically trigger the macro.
Direction: inbound, outbound or both.
State: call ringing, call answered, call cleared, call cleared only when answered or user controlled (i.e. via a
toolbar button).
Type: external, internal or both.
5. Enter the macro text in the VB
Script section.
6. Use the Test button to validate the syntax. If there are any errors then a message box will be displayed indicating the
error.
7. Click on Save to save this macro.
To publish a macro:
1. Select the macro from the list of macros available.
2. Click on Publish.
3. Enter a new name for the macro, it is recommend to include a version or revision number.
4. Click Ok
5. From the server user interface, assign this to the relevant Users.
To delete a published macro:
1. From the server open the Site -> Features -> Phone Manager -> Macros section
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2. Select the macro and click on Delete.
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User Guide
3.1.3 Application
Support
Plugins
Overview
Phone Manager Professional License contains plugins available that are able to directly integrate with a range of well known
CRM and PIM applications. The plugins generally provide deeper, more seamless integration than other methods as they
leverage the APIs of the specific application.
Features
There are 4 features that the plugins can provide. Depending on the application that is being integrated with, only some
features may be available with varying levels of support and there may need to be integration work performed by the
application vendor or administrator of the system. See the application integration document for the specific plugin for
details.
Dial
out
directly
from
the
application: For example having a dial button next to a telephone number field.
Screen
popping: Searching the application for contacts that have matching caller ids and displaying the record.
Call
history: Creating a call history phone call activity in the application with the call details.
Calendar
and
DND
synchronisation: Controlling the DND state of the endpoint based upon calendar entries in
the application.
Configuration
To configure a plugin for one of the application support features:
1. From the Application Support Configuration section.
Plugins
2. Click on the New button.
Plugin configuration
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3. From the list of Applications select the application to integrate with.
4. This will then change configuration on the right hand side to show the specific configuration required for this
plugin. See the relevant integration document for details.
5. Select the Feature to enable either:
Screen pop
Call history
Calendar / DND sync
6. Multiple features can be enabled for each plugin by repeating the process from step 1.
7. Select the event trigger that will cause the feature to be acted on (this is not applicable to Calendar / DND sync).
Direction: inbound, outbound or both.
State: call ringing, call answered, call cleared, call cleared only when answered or user controlled (i.e.
via a toolbar button).
Type: external, internal or both.
8. Click on Save.
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3.1.4 TAPI
Overview
The TAPI Service Provider (TSP) provides a 1st Party TAPI support for client applications, 3rd Party TAPI is not supported.
Multi user environments such as Terminal Service, Remote Desktop or Citrix configurations are not supported in this release.
The TSP service supports the TAPI v2 and TAPI v3 standards.
The TSP only supports call control over the first call at a single device and limited events (new & end) for additional calls will be
provided to the client application.
The TSP cannot be tested against every application that “supports” TAPI due to the different ways that it can be implemented.
Additionally the features available within the client application are dependent on what the 3rd party application has
implemented. The TSP will not necessarily work with every application that has implemented TAPI and would need to be
verified to ensure proper integration.
The TSP supports the following basic telephony functions as defined by Microsoft.
http://msdn.microsoft.com/en-us/library/windows/desktop/ms725522%28v=vs.85%29.aspx#tspi.call_states_and_events_qref
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3.1.5 Command
Line
Overview
The client can be run via the command line to override the local configuration options on start up and to perform basic call control
actions whilst the client is running.
For example PhoneManager.Client.exe MC: 8889274671, will cause the number 8889274671 to dialled.
Start
up
Options
If no client is running then the following arguments can be used to override the local configuration of the client when it starts up.
For example to use a different endpoint number or a different user account.
To override the location:
/Override:"true" /Location:"Office"
To override the endpoint:
/Override:"true" /Endpoint:"1001"
To override the server & user
details:
/Override:"true" /Host:"appserver" /Username:"domain\user"
/Password:"mypassword"
/Override:"true" /Host:"appserver" /Username:"user1" /Password:"mypassword"
Running
Options
If the client is running then the following arguments can be used to perform basic call control actions.
Call
&
Endpoint
Control
Arguments
MC {number} {accountcode}
Makes a call to the given number, if an accountcode is provided then this used when
making the call.
ANS
Answers a ringing call at the endpoint.
CC
Clears the current active call at the endpoint.
HC
Hold the current active call at the endpoint.
RC
Retrieve the held call at the endpoint.
AC {accountcode}
Set the accountcode against the current active call at the endpoint.
MD {text}
Changes the top line display of the screen on the keyset to the text value, up to 16
characters. This requires an external trunk call to be in progress.
DND {messagetext}
Sets DND on the endpoint using the given messagetext, if no messagetext is specified
then the endpoint is removed from DND.
TOGGLEDND
Toggle DND at the endpoint, so if it is enabled then removes it and sets it if not enabled.
LN {agentId} {huntgroup}
Logs the ACD agentid into the given huntgroup. If no huntgroup is provided then all hunt
groups.
LF {agentId} {huntgroup}
Logs the ACD agentid out of the given huntgroup. If no huntgroup is provided then all
hunt groups.
VD
Decreases the volume at the endpoint. See Volume Control section for details.
VI
Increase volume at the endpoint. See Volume Control section for details.
FI {destination}
Sets an immediate forward to the destination.
FB {destination}
Sets an forward on busy to the destination.
FN
Removes any forwarding.
FNA {destination}
Sets a forward no answer to the destination.
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FAB {destination}
Sets a forward no answer busy to the destination.
TC {destination}
Performs a direct transfer to the destination
Call
Recording
Integration
Arguments (require call recording integration to be enabled)
TAG {field} {text}
Tags the call recording tag field with the text provided, overwriting any existing
information in this tag field.
TAGAPPEND {field} {text}
Tags the call recording tag field with the text provided, appending this to any existing
information in this field.
PR
Pauses the recording of the current active call at the endpoint.
RR
Resumes the recording of the current active call at the endpoint.
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MiVoice Office Phone Manager 4.1
3.2 Toolbars
Overview
Toolbars allow the application to be configured so that commonly performed actions can be performed at the touch of a button.
Specific functions can be programmed under a button such as answering a call, tagging a call recording, or a macro can be
executed for more advanced tasks. Toolbars are configured on the server and assigned to specified Users.
When a toolbar is assigned they become available to the User to open in the Toolbars menu on the main window. (Phone
Manager needs to be restarted to "read in" any new toolbar rights)
Multiple toolbars can be created with varying amounts of buttons that can have custom labels and be colours to highlight or
categorise specific types of buttons. To open a toolbar select the entry from the toolbar drop down.
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User Guide
3.2.1 Integrated
Toolbar
Overview
The integrated toolbar provides five buttons on the main window shown underneath the Search or Dial field. Each button can
be customised by the User to set the label shown and what action is performed when the button is clicked.
This is only available when running with a Professional or higher license or when using the built in softphone.
Customising
Buttons
To edit the button:
1. Right click the button and select Edit.
2. Select the Action to perform from the Action drop down list. See the Button Actions section for details.
3. Enter the name that will be shown on the button in the Name field.
4. Configure any Parameters if required by the Action selected.
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3.2.2 Button
Actions
Overview
The buttons that can be used on a toolbar have different actions that can be performed when they are clicked. Depending on
the action then additional parameters may need to be configured, or in some cases if they are not provided then the User will
be prompted for these when they click the button.
Action
Parameters
Description
ACD end wrap
None
End the wrap state for this agent and place into the free state.
ACD status
Optional: Huntgroup
Logs the agent in to specified ACD Huntgroup. If not specified
then logs into all ACD groups.
If already logged in, then toggles the state and logs the Agent
ID out of the specified Huntgroup, if not specified then logs
out of all groups.
Answer call
None
Answers a ringing call at the endpoint.
Change caller ID
Optional: Number
This changes the outgoing Caller ID (CLI) (or Calling Party
Number (CPN)) that is presented when outside calls are
made from this endpoint. The feature needs to be enabled on
the PBX and the number presented needs to be allowed by
the network trunk line provider.
Clear call
None
Clears (or hangs up) the call that is connected to the
endpoint.
Dial digits
Optional: Digits
Sends the specified Digits to the endpoint. If not specified
then prompts the User for the digits.
Do not disturb (DND)
Optional: Number
Optional: Text
If the endpoint is already in the DND state then DND is
switched off. If not in DND then the endpoint is placed into
DND using the message Number and the message Text if
specified. If not specified then the User is prompted to enter
text associated with the message.
Enable event driven macros
None
Enables or disables event driven macros.
Feature code
Optional: Code
Optional: Parameter
This represents any feature code that is available on the
MiVoice Office 250 PBX. The list of feature codes available is
downloaded automatically from the MiVoice Office 250 PBX
along with the description.
This will set the feature Code specified or prompt the User to
enter the feature code number. Some feature codes can
accept additional Parameters and this can be configured but
the User cannot enter additional parameters if not specified.
Headset mode
None
Enables or disables headset mode on the endpoint.
Hold call
None
Holds the call that is currently connected to the endpoint.
Make call
Optional: Number
Makes a call from the endpoint to the Number. If the Number
is not specified then the User is prompted to enter a number.
Pause / resume call recording None
This pauses or resumes the call recording for the active call
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User Guide
on the endpoint. (Requires call recording integration to be
enabled).
Play prompt
Optional: CRA
If the PBX has an IVR system connected then this will
conference in the IVR device number configured into the
current call.
Record current call
Optional: Mailbox
This initiates a Record-A-Call for this call and stores the
recording in the MiVoice Office 250 VoiceMailbox provided. If
no Mailbox is provided then the User is prompted to enter a
valid mailbox number.
Redial
None
Performs a redial at the endpoint using the PBX redial feature
code.
Retrieve call
None
Retrieves a held call at the endpoint.
Run executable
Required: Path
This enables any application installed on the PC to be run.
Optional: Arguments The Path needs to be set to the full path and file name of the
file to run and if there are any Arguments to pass then this
can be configured.
Run macro
Required: MacroID
Runs the published macro with the MacroID.
Screen-pop application
Required: AppID
Runs the application support screen pop for the given AppID.
Send to voice mail
None
Sends the call ringing at the endpoint directly to voicemail.
Set account code
Optional: Code
Sets an account Code against the current call at the endpoint.
If not specified then the User is prompted to enter a code.
Set account code on monitor
Optional: Code
When a supervisor is silent monitoring a call this will set an
account Code against the call being monitored. If
not specified then the User is prompted to enter a code.
Tag call
Optional: Text
Changes the top line display of the screen on an endpoint to
the Text value, up to 16 characters. The text entered will then
follow the call when transferred.
Tag recording
Required: Field
Optional: Tag
Tags the call recording tag Field with the Tag provided,
overwriting any existing information in this tag field. (Requires
call recording integration to be enabled).
Transfer call
Optional: Destination Performs a direct (blind) transfer to the Destination. If the
Destination is not provided then the User is prompted to enter
a destination.
Volume down
None
Decreases the volume at the endpoint. See Volume
Control section for details.
Volume up
None
Increases the volume at the endpoint. See Volume
Control section for details.
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4
Team
Leader
Features
The following section covers the features that are available in the Team Leader licensed version of Phone Manager.
Alarm Notifications
Provides notifications to the User when any alarms are triggered on the system.
Hunt Group Status
Provides visibility of the status of a hunt group icon.
User Control
Ability to set the status of other devices, including ACD, DND and Forward state.
Silent Monitoring
Lets the Users control silent monitoring of Users. This requires specific programming on the
PBX.
Voicemail
Messages
Enable the User to see the number of Voicemail messages for a device.
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User Guide
4.1 Alarm
Notifications
Overview
Alarms generated on the PBX can be sent to Team Leader clients to notify them that they have occurred. Specified alarms that
will be sent to the Team Leader Users is configured in the Alarms section on the server.
When an alarm is raised the client will display an alert window and the User can dismiss the alarm. The User may also be able
to clear the alarm from the PBX if the endpoint they are associated with is programmed as an Administrator.
As an alternative to a pop up alarm form, the system can also send alarms by email.
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4.2 Hunt
Group
Status
Overview
Team leader license Users can be provided with information about hunt groups. This gives the User details on the number of
calls queuing and ringing at any hunt groups that they have in their contact list.
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4.3 User
Control
Overview
Team leader provides the User with the ability to control another Users endpoint and can perform silent monitor actions
(requires MiVoice Office 250 programming to enable silent monitor permissions for the endpoint associated with the Phone
Manager session). The control actions that are available are:
DND control
Enabling and disabling DND
ACD control
Logging agents out of ACD hunt groups
Logging agents into ACD hunt groups
Forward state control
Setting forwarding
Removing forwarding
Silent monitor (this is dependent on the PBX programming)
Start a silent monitor
Start a continuous silent monitor
To control another endpoint, from the Contacts window right click onto the device and this will display a menu where the action
can be selected. Depending on the type of device and its current state the list of available actions may change.
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5
Settings
Overview
The settings section on the client provides the User with the ability to be able to configure how the clients connects and
interacts with the system. This includes the following options. Connection
Configuration and connection settings for how the client will connect to the server from both
local and remote locations and how their extension number is assigned.
Softphone
Options to configure the audio sources, codecs and quality of speech when Phone
Manager is running in softphone mode.
Hot Keys
The hot key configuration and assignment.
Macros
Enabling event-driven macros and access the macro designer.
Application Support
Plugins
Configuration of the plugins for CRM integration.
Diagnostics
Options for enabling diagnostics and troubleshooting.
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User Guide
5.1 Connection
Overview
The connection settings enables the User to configure how the client will connect back to the server. The options shown here will have
been pre configured during the installation process, see the Configuration section for more details, when the client was first installed
and connected.
General
The general section configures how this computer will be used and the default options to connect.
If the PC that the client is installed on remains in the same physical location and uses the same connection details all of the
time then check the Is
the
location
of
this
PC
static? option. This configures the client to always use the connection settings
from the Default
Location.
If the PC does move, for example this is a laptop, then uncheck the Is
the
location
of
this
PC
static? option. This will
configure the client to always prompt for the location details to connect with each time that it starts. This is also an appropriate
setting for use with a Terminal Server (TS) or Citrix Server.
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5.1.1 Local
Connection
Overview
The local connections settings configures how the client will connect when they use the local / office location to connect.
Server
Connection
The Available
hosts window shows a list of all the servers that the client has found by broadcasting on the local network. If
the server is not on the same local subnet as the client then it may not be displayed. Selecting an entry from the Available
hosts will populate the Host
address entry or if the server is not shown then it can be entered manually.
The client will try and connect using the credentials of the User who is logged into the PC. If this is not correct then check the
Override
login
details and enter the Username and Password details to use.
If overriding a Windows account then enter the Username in the format DOMAIN\User.
Extension
Details
The Extension details section controls what extension will be assigned to this client when it connects. There are 3 options
available:
Always
use
the
extension
assigned
to
my
user
account
This will use the extension that has been configured against the User in the server. If this is selected but the User does not
have an extension assigned then they will be prompted when they connect. The extension will then be permanently associated
with the User. Any calls that are made on this extension even when the client is not running will be associated with this User.
This means that they will be shown in the call history when the User next opens the client.
Everyone
who
uses
this
computer
shares
the
same
extension
number
This will force each User who runs the client on this PC to use the extension number configured in the Extension field.
The extension will only be temporarily assigned to the User whilst the client is connected. This means that any calls made on
this extension when the client is not open will not show up on the Users call history. Calls made on the extension will be
assigned to the User who's client is currently running.
This should be used when there are different Users using the same computer and extension at different times.
Everyone
who
uses
this
computer
uses
a
different
extension
number
(i.e.
TS/Citrix/PBX
hot
desking)
This will prompt the User each time that the client starts for the extension number to use. The extension will only be temporarily
assigned to the User whilst the client is connected. This means that any calls made on this extension when the client is not
open will not show up on the Users call history.
This should be used when the client is installed in a multi user environment, for example Microsoft Terminal/Remote
Desktop Services, Citrix XenApp, VMWare Virtual Desktop Infrastructure (VDI) or when using Agent Hot Desking.
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5.1.2 Remote
Connection
Overview
The remote connection settings configures how the client will connect when they use the remote location to connect. The same
options as the Local Connection are available except for the broadcast options.
This simply means that we are telling the software that the connection to the server is via a different network to the server
(usually the public internet if configured)
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User Guide
5.2 Softphone
Overview
The softphone settings enable the User to configure how the built in softphone operates and integrates with Phone Manager.
Phone Manager's softphone requires a CAT F SIP endpoint license on the MiVoice Office 250 PBX
Before using the softphone please read and understand the issues raised in the E911 Warning, Emergency Calls and
Security section and the limitations of using a softphone in the Softphone Limitations section.
This softphone has the following configuration sections.
General
Configuration of general settings.
Audio
Enables the audio sources for the speakers and microphone that are to be used by the
softphone.
Codecs
Enables the audio codecs that will be available to the softphone.
Quality
Configures options relating to voice quality and echo cancellation.
NAT and Firewalls
Configures firewall and NAT configuration options when connecting remotely.
DTMF
Support
The softphone only supports the RFC 2833 DTMF encoding and this needs to be configured within the MiVoice Office
250 DB Programming IP Related Information --> Call Configurations section for the corresponding SIP Phone Groups as
shown.
Maximum
calls
The softphone supports up to 2 concurrent calls, i.e. one call connected and another on hold. The number of maximum calls
needs to be configured to 2 within the Mitel Database Programming as the default value for this is 1. This can be set in the
SIP Phone Groups section for the endpoint as shown.
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5.2.1 E911
Warning,
Emergency
Calls
and
Security
WARNING
Do not dial emergency hotline numbers from the Phone Manager SoftPhone when remote from the MiVoice Office 250 PBX. In
the case of an emergency, dial the appropriate local emergency-service number directly, or use the nearest local public phone
to dial an emergency hotline or use your cell phone mobile.
The SoftPhone communicates through a central telephone system that routes all emergency calls directly to a number that is
local to the phone system. If the SoftPhone is not at the same address as the central system, then the emergency service
call will not be routed to the proper location.
Therefore, if the SoftPhone does not stay within the premises of the central system, you must configure the SoftPhone’s
programmable keys to dial the local police or fire departments directly, and you must clearly label the key icons. If the
SoftPhone is mobile, meaning it is used in multiple locations, you must know the direct emergency-contact numbers for each
location.
In the case of an emergency, you are responsible for determining the nature of the emergency and dialling the appropriate
emergency-service number directly. You must provide the emergency personnel your location and telephone number because
the emergency service may not receive accurate Caller ID (CLI) or Calling Party Number (CPN) identification information
automatically.
SECURITY
The implementation of SIP within the MiVoice Office 250 like many other systems is NOT based on a secure data connection
using TLS and certificates, and by definition is not secure.
With this in mind when using SIP outside of your firewall infrastructure, ensure that every care is taken that a level of security is
in place in line with your organisation's internal security policy. This could involve (but may be not limited to) using NAT or
establishing a secure VPN connection between remote clients and the corporate LAN.
Should you be in any doubt please consult the relevant Mitel documentation on securing your MiVoice Office 250 installation for
SIP endpoint communications.
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5.2.2 General
Overview
The client has a built in SIP softphone but there maybe situations when a third party SIP endpoint, for example Xlite, Bria etc.,
needs to be used and associated with Phone Manager. When Phone Manager connects it automatically knows that the
endpoint associated with the User is a SIP endpoint so will start the built in softphone and register the SIP device. Checking the
Third
Party
SIP
Endpoint option will prevent this from happening when it runs.
Using a third party SIP endpoint instead of the built in softphone will significantly reduce the features that are
available since Phone Manager softphone uses the CTI connection to provide a more seamless experience for the User. See
the Softphone Limitations section for details.
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5.2.3 Audio
Overview
The softphone uses the microphone and speakers attached to the local computer to provide audio for the calls that are made.
When the softphone starts it will try and use the first microphone and speakers that it finds. To override this selection select the
Speaker and Microphone from the options available.
For both the speaker and microphone the volume levels can be adjusted and using the level indications you can see what
impact changing this will have. To test the speakers click on the Play button and a message will be played back through the
speaker selected. To test the microphone just speak into the microphone.
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User Guide
5.2.4 Codecs
Overview
The softphone supports several different audio codecs that can be used depending on the quality of the audio required and the
amount of network bandwidth available. By default the softphone supports G.711 A-Law, G.711 Mu-Law and G729. The
softphone will negotiate with the PBX to determine the one to use based upon what is programmed on the PBX.
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5.2.5 Quality
Overview
The softphone can be configured with different audio quality settings depending on the environment that the softphone is
operating in. In most circumstances the settings should be left at the default.
Echo
cancellation provides a way of automatically removing echo from the call, for example echo can occur when using a loud
speaker and the microphone may pick up the audio from the speaker. Removing the echo will also minimise the network
bandwidth used as the silence suppression will prevent the echo from travelling across the network. The Echo
delay configures
the delay of the acoustic echo in milliseconds.
Auto
gain
control provides a way of balancing out the volume levels to provide an average level without excessive highs or
lows. The Max
gain setting configures the maximum volume level permitted in decibels.
Noise
reduction
level configures the amount of noise reduction that is used. Background noise or random white noise can be
reduced using these options. The extent of reduction can be controlled from No
Reduction, Low, Medium or High.
The softphone uses a dynamic jitter buffer to handle out of sequence and delayed voice packets to increase quality. This is
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User Guide
5.2.6 NAT
and
Firewalls
Overview
Using a softphone remotely causes the voice traffic to have to flow through multiple switches, routers, firewalls etc. to reach its
destination. This can cause audio problems as the devices that handle the voice packets may use a process called NAT
traversal. NAT traversal is a standard technique for establishing and maintaining connections between remote devices on
different networks, i.e. the softphone and the PBX.
This is important because there is no single method for working with NAT that is successful in every scenario. There are
several different options that the softphone supports. Essentially each method is trying to establish which public IP address to
use as the destination for the voice packets.
Session
Traversal
Utilities
for
NAT
(STUN) is a standardised set of methods, including a network protocol used in NAT
traversal for applications of real-time voice, video, messaging, and other interactive IP communications. STUN is an acronym
for Session Traversal Utilities for NAT, and is documented in RFC 5389.
Traversal
Using
Relays
around
NAT
(TURN) is a protocol that allows for an element behind a Network address translator
(NAT) or firewall to receive incoming data over TCP or UDP connections. It is most useful for elements behind symmetric NATs
or firewalls that wish to be on the receiving end of a connection to a single peer. TURN does not allow for users to run servers
on well known ports if they are behind a NAT; it supports the connection of a user behind a NAT to only a single peer.
None where no NAT traversal method is used but this can only be used for connections where the server and client are on the
same local network.
Manual where the public IP address to use is manually configured. Auto
Detect where the softphone attempts to automatically determine the type of method to use but if this fails then will fall
back to the configured option.
This is not just an issue with the built in softphone but any SIP endpoint.
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5.2.7 Keep-Alives
Overview
The softphone supports sending keep-alive requests back to the PBX. This prevents the network connection from being closed
by any firewalls/routers that may cause the softphone to lose communication when connecting via NAT.
There are three keep-alive options available that can be used depending on the network configuration.
Do
not
send
keep
alive
messages: This disables any keep alive messages from being sent.
Re-register
the
softphone: This re-sends a SIP Register request to the PBX.
Send
Options
message: This sends a SIP Options request to the PBX.
When keep alive requests are being sent, the time interval can be set to determine how often they are sent out. The default is
every 300 seconds or 5 minutes.
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User Guide
5.2.8 Softphone
Limitations
Overview
The softphone does not have access to all of the same features as a Mitel MiNet device (or desk phone). The following
limitations apply to the all SIP devices on the MiVoice Office 250 PBX:
No ACD support, i.e. cannot login an ACD agent.
Redial is not supported (feature code 380).
Mute causes both parties audio to be muted out, unlike with a MiNET device where only the Mitel endpoint audio is
muted.
Mitel Hotdesk
Unable to transfer a connected call straight to a Voicemail box
In addition to this the following restrictions apply to using a third party SIP endpoint (i.e. not the in built softphone):
Cannot make a call using Phone Manager, this means features like highlight and dial and TAPI will not work.
Cannot place a call on hold or retrieve using Phone Manager.
When making a call via the SIP endpoint the dial prefixes need to be set by the User, i.e. a user has to manually enter
the digits for an outside line.
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5.3 Hot
Keys
Overview
Hot Keys enable Users to set a combination of keystrokes to access commonly used features within Phone Manager. The configuration of the
hot keys is specific to each User. The following list of hot key actions are supported:
Action
Description
Answer call
Answers the call currently ringing. If there are any calls in progress then this is ignored.
Clear call
Clears the call that is connected to the endpoint.
Directory search
Brings the main window to the front and sets the focus and cursor to the Search or Dial field.
Do not disturb
Toggles the DND state at the endpoint. If no message is pre configured then it will prompt for the
message to use.
Highlight and dial
Dials the number that is currently highlighted in other applications.
Hold or retrieve
If a call is on hold then retrieves the call otherwise puts it on hold.
Launch call history
Brings the main window to the front and sets the call history tab in focus.
Launch dial pad
Shows the dial pad window.
Mute
Mutes the audio for the current call. If this is a softphone then both sides of the call are muted
otherwise only the audio from the Users endpoint is muted. See Softphone Limitations.
Redial
Redials the last number using the Mitel feature (default code 380). Not supported on softphone (use
call history instead), see Softphone Limitations.
Restore Phone Manager
Brings the main window to the front.
Volume up
Increases the volume level. See the Volume Control section for details.
Volume down
Decrease the volume level. See the Volume Control section for details.
Configuration
To configure the hot keys:
1. Open the Settings window.
2. Select the Hot Keys tab.
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3. Double click on the hot key entry to configure.
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4. Each hot key needs to be enabled, check the Enabled option to do this.
5. Select the Key to use for the hot key.
6. Check the Alt, Ctrl, Shift and/or Win checkbox's that will be used in combination to the Key selected.
7. Click on Apply to save the changes/
Always configure the hotkeys to use at least 3 combinations, for example Alt + Ctrl + D. Using simpler combinations may
result in conflicts with other application that are running at the same time.
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User Guide
5.4 Macros
Overview
Phone Manager Professional license supports a scripting interface to allow VBScript macros to be developed. They can then be
configured to trigger on a manual User action, i.e. a toolbar button action, or automatically on pre-defined call events. The
scripting interface provides access to the call information that can be used within the script and extra methods to control the
endpoint and other features, i.e. call recording.
For example this VBScript example will display a message box when an incoming call is received and display the caller id:
MsgBox "Call from " & PhoneControl.CLI
See the Phone Manager Macro API reference for more information.
Configuration
The macro design and configuration is available for Users who have the Allow macro editing option enabled on their Client
Profile on the server. WIthout this option Users can only change the Enable
event-driven
macros option. This controls if the
macros that have been assigned to the User will be triggered on the associated call events. Macros
When creating new macros they are first designed and tested from within this section. When this is complete they can be
published and this makes them available on the server. Once published they can then be assigned to the relevant Users. A
copy is made of the local version of the macro and this can then not be edited. Any updates would need to be made on the
original local version and then re published. Users would then need to be reassigned to this new published version. This
provides a level of security to prevent macros being deployed without permission.
The list of macros shown in the Macro Configuration section only shows the local macros not published to the server for this
User. To see the list of published macros see the Macros section on the server user interface.
To create or edit a new macro:
1. Click on the New or Edit button.
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2. Enter a Name that will be used on the server to identify this macro.
3. Enter a Description that can be used to detail what this macro is for.
4. Select the call event to automatically trigger the macro.
Direction: inbound, outbound or both.
State: call ringing, call answered, call cleared, call cleared only when answered or user controlled (i.e. via a
toolbar button).
Type: external, internal or both.
5. Enter the macro text in the VB
Script section.
6. Use the Test button to validate the syntax. If there are any errors then a message box will be displayed indicating the
error.
7. Click on Save to save this macro.
To publish a macro:
1. Select the macro from the list of macros available.
2. Click on Publish.
3. Enter a new name for the macro, it is recommend to include a version or revision number.
4. Click Ok
5. From the server user interface, assign this to the relevant Users.
To delete a published macro:
1. From the server open the Site -> Features -> Phone Manager -> Macros section
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2. Select the macro and click on Delete.
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5.5 Application
Support
Plugins
Overview
Phone Manager Professional License contains plugins available that are able to directly integrate with a range of well known
CRM and PIM applications. The plugins generally provide deeper, more seamless integration than other methods as they
leverage the APIs of the specific application.
Features
There are 4 features that the plugins can provide. Depending on the application that is being integrated with, only some
features may be available with varying levels of support and there may need to be integration work performed by the
application vendor or administrator of the system. See the application integration document for the specific plugin for
details.
Dial
out
directly
from
the
application: For example having a dial button next to a telephone number field.
Screen
popping: Searching the application for contacts that have matching caller ids and displaying the record.
Call
history: Creating a call history phone call activity in the application with the call details.
Calendar
and
DND
synchronisation: Controlling the DND state of the endpoint based upon calendar entries in
the application.
Configuration
To configure a plugin for one of the application support features:
1. From the Application Support Configuration section.
Plugins
2. Click on the New button.
Plugin configuration
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3. From the list of Applications select the application to integrate with.
4. This will then change configuration on the right hand side to show the specific configuration required for this
plugin. See the relevant integration document for details.
5. Select the Feature to enable either:
Screen pop
Call history
Calendar / DND sync
6. Multiple features can be enabled for each plugin by repeating the process from step 1.
7. Select the event trigger that will cause the feature to be acted on (this is not applicable to Calendar / DND sync).
Direction: inbound, outbound or both.
State: call ringing, call answered, call cleared, call cleared only when answered or user controlled (i.e.
via a toolbar button).
Type: external, internal or both.
8. Click on Save.
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5.5.1 Goldmine
Overview
This describes the features that are available when integrating with Goldmine.
Supported
Versions
The following Goldmine versions are supported.
Version
Supported
Goldmine v7.0 (SQL)
Goldmine v8.0 (SQL)
Goldmine v9.2 (SQL)
Goldmine v2013.1 (SQL)
Features
Integration with Act! supports the features listed below:
Click to dial
Screen pop for contacts
Automatic call history entry
Calendar & DND synchronisation
Click
to
dial
Goldmine supports dialling out directly from a Contact using the highlight and dial feature or using TAPI.
To configure this within Goldmine from the Tools -> Options menu select the Telephony tab as shown.
Then select the Phone Manager TAPI option from the TAPI Line drop down box in the Modem Settings. Contacts can then be
dialled by either right clicking on the Phone description field (i.e. Phone 1, Phone 2 or Phone 3) and selecting Dial or clicking on
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the button from the toolbar menu – this dials the Phone 1.
See the Phone Manager User Guide for TAPI requirements
Screen
pop
for
contacts
The Goldmine contacts can be screen popped directly within Goldmine when an incoming call is received using the caller id or
from an outgoing call using the dialled number. The telephone number is then used to find any matching contacts that have this
number. For example an inbound call is received from 02071975186 as shown on the toaster. The plugin performs a search on
the contacts to find any records that have matching telephone numbers. A match was found and the contact record was
automatically displayed.
If multiple matches are found then the first Contact found with this telephone number will be displayed.
Contact fields
The range of telephone numbers that are to be searched for can be configured. By default the common telephone number
fields are pre selected.
Field
Name
Enabled?
Account Number
Phone 1
Phone 2
Fax Number
All Telephone Fields
Telephone number formats
Goldmine does not provide a standard format for storing telephone numbers within the system by default. The plugin supports
searching for multiple different formats dependent on the region (UK or US) where the client is running. The default formats for
the UK and International are shown below. This is based on the number 08001831234 been searched for.
UK
&
International
Telephone
Formats
08001831234
(0123) 4567890
44 (08001)831234
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MiVoice Office Phone Manager 4.1
08001 831234
08001-831234
(08001)831234
(08001)-831234
080 018 31234
080-018-31234
080 0183 1234
080-0183-1234
The default formats for the US are shown below. This is based on the number 9876543210 been searched for.
US
Telephone
Formats
9876543210
987.654.3210
+1 (987) 654-3210
19876543210
987-654-3210
(987) 654-3210
1-987.654.3210
1-987-654-3210
1(987) 654-3210
Automatic
call
history
entry
Phone Manager can work with the History within Goldmine and can have Call Completed entries automatically created for calls
made or received by the User when a match has been found to an entry in their contacts. The contact to associate with this is
found using the caller id received or dialled number.
The notes section of the call entry is populated with the information shown.
Phone
number
For inbound calls this is the caller ID and for outbound calls this is the dialled number.
DDI/DID
For external inbound calls only, the DDI/DID number that the call came in on.
DDI/DID
Name
For external inbound calls only, the DNIS of the DDI/DID that the call came in on.
Direction
The direction of the call.
Account
Code
The account codes that was set on the call.
Trunk
For external calls the outside network trunk number that the call was made or received on.
Transferring
Extension
The device that the call was transferred from.
Duration
The duration of the call. The call event trigger must have been set to Call End as they are
not known until the call is cleared.
Call
Recording
If integrating with a call recorder then this can contain a URL link to the call recording (this
is not a clickable hyperlink but can be copied and pasted into a browser). The call event
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trigger must have been set to at least Call Answered as the call recorder will only create the
recording id when the call has been answered.
Calendar
&
DND
synchronisation
The calendar within Goldmine can be synchronised with the DND status of the endpoint of the User. For example when there is
an appointment in the calendar and this is due the endpoint can be automatically placed into DND with the DND text set to the
Reference field of the appointment. When the appointment ends, the endpoint will be automatically removed from DND.
For example the Appointment entry below will place the Users endpoint into DND between 09:00 and 16.30 with the DND text
set to "Sales Meeting".
Configuration
The integration needs to be configured for the correct version of Goldmine that is running. From the Version tab select the
relevant entry from the drop down list.
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5.5.2 Microsoft
Outlook
Overview
This describes the features that are available when integrating with Microsoft© Outlook©.
Supported
Versions
The following Microsoft© Outlook© versions are supported.
Version
Supported
Outlook© 2010 32bit
¹
Outlook© 2010 64bit
¹
Outlook© 2013 32bit
¹
Outlook© 2013 64bit
¹
Outlook© 365
Business Contact Manager for
Outlook©
¹ Desktop client for Microsoft© Windows
Features
Integration with Microsoft© Outlook© supports the features listed below:
Directory import for contacts
Click to dial
Meet-Me conference creation
Screen pop for contacts
Automatic journal entry
Calendar & DND synchronisation
Business Contact Manager for Outlook
Directory
import
for
contacts
Users can enable their Outlook© personal contacts to be linked into Phone Manager. This enables the contact to be searched
for using the Home, Telephone or Mobile/Cell numbers as well as the first, middle, last or company name fields directly from
within Phone Manager. As there can be other types of contacts shown in the Phone Manager contacts window, Outlook©
contacts are shown with a icon next to them.
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Once found they can then be dialled using any of the numbers associated with the contact. Clicking on the dial icon will call the
main number but any number can be selected by right clicking and selecting the relevant number to call.
Frequently accessed contacts can be pinned to the Users favourites directory, by right clicking on the contact entry and
selecting Add to favourites, so that they permanently appear on the contacts tab.
Only contacts in the users personal folder are available for directory searching and adding to favourites.
Click
to
dial
Calling a contact directly from Outlook© is supported when using the Phone Manager Outlook© Add-In. This is installed by
default with each Phone Manager client and adds new entries to the contacts screen within Outlook©. When the contact list is
open a User can right click on a contact and select the Phone Manager menu and then select the number to call. Page 96
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When in the contact list or contact details view at the top the ribbon bar can also be used. From the Communicate ribbon,
select More and then Phone Manager.
This requires Phone Manager to be running in the same Windows session as Outlook©.
Meet-Me
conference
creation
Creating a new Meet-Me conference appointment directly from Outlook© is supported when using the Phone Manager
Outlook© Add-In. This is installed by default with each Phone Manager client and adds new entries to the calendar screen
within Outlook©.
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When selected, a new appointment is displayed that is pre populated with the telephone number and access code to dial into a
Meet-Me conference.
Screen
pop
for
contacts
The Users local or public contacts can be screen popped directly within Outlook© when an incoming call is received using the
caller id or from an outgoing call using the dialled number. The telephone number is then used to find any matching contacts
that have this number. For example an inbound call is received from 7774441111 as shown on the toaster. The plugin has then
performed a search on the Outlook© contacts to find any records that have matching telephone numbers. A match was found
and the Outlook© contact records was automatically displayed.
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If multiple matches are found then the Search Results window is shown and enables the User to select the correct contact to
be displayed. For example a call is made to 222555444 and this has found three contacts that have this telephone number.
Double clicking on the relevant contact or highlighting and clicking on the Display button will show the required Outlook©
contact. Contact folders
The Users local Outlook© contact folder is used when trying to find any matching contacts (Default). Additional Outlook©
Public folders can be added to the search from the Contacts tab in the configuration.
To enable public folders to be searched check the Search Public Contact Folders option and then click on the Refresh button.
This will list all of the available public folders for this User and then the appropriate options can then be selected.
Using public folder searching may require additional time to perform the search and could delay any matches from
being found.
Contact fields
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The telephone number fields that are to be searched can be configured for the contacts from the Fields tab in the configuration.
The list shows all of the available telephone number fields and if they are enabled for searched by default. These are the
default field names and descriptions and may be different from the ones shown in Outlook©.
Outlook
Description
Outlook
Field
Name
Assistant
AssistantTelephoneNumber
Business
BusinessTelephoneNumber
Business 2
Business2TelephoneNumber
Enabled?
Business Fax BusinessFaxNumber
Callback
CallbackTelephoneNumber
Car
CarTelephoneNumber
Company
CompanyMainTelephoneNumber
Home
HomeTelephoneNumber
Home 2
Home2TelephoneNumber
Home Fax
HomeFaxNumber
ISDN
ISDNNumber
Mobile
MobileTelephoneNumber
Other Fax
OtherFaxNumber
Pager
PagerNumber
Primary
PrimaryTelephoneNumber
Radio
RadioTelephoneNumber
Telex
TelexNumber
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TTY/TDD
TTYTDDTelephoneNumber
Unmatched Contacts
If no matches are found then a blank contact can be shown with the outside number pre populated into the Business telephone
field. Check the Show Blank Contact option to enable this, or uncheck (Default) to not do anything when no match is found to a
call.
Multiple search matching
When more than one contact is matched and the Multiple search matching option is checked (Default) the Search Results
window is displayed to the User to allow them to select the relevant contact. If this option is not checked then the first match
found will be used and any further searching will be stopped. This can be useful when using public folders to reduce the time
taken to perform the search.
Telephone number formats
Outlook© does not provide a standard format for storing telephone numbers within the system by default. Depending on the
region where the client is running then different formats will be used: UK
&
International
Telephone
Formats
08001831234
+44 (0123) 4567890
44 (08001)831234
+44 (080)0183 1234
08001 831234
08001-831234
(08001)831234
(08001)-831234
080 018 31234
080-018-31234
080 0183 1234
080-0183-1234
0800 1831234
0800-1831234
(0800)1831234
(0800)-1831234
(080)018-31234
0800 183 1234
US
Telephone
Formats
9876543210
19876543210
987-654-3210
1-987-654-3210
987.654.3210
1-987.654.3210
(987) 654-3210
1(987) 654-3210
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+1 (987) 654-3210
Call details
The call information that is used to search for matching records can be configured. By default the dialled number or the caller id
are used to search depending on the call direction, but other call details can configured. There are options for the direct dial
number (DDI/DID) or the direct dial name (DNIS).
Automatic
journal
entry
Phone Manager can work with the Journal within Outlook© and can have Phone call entries automatically created for calls
made or received by the User when a match has been found to an entry in their Outlook© contacts. The contact to associate
with this is found using the caller id received or dialled. If multiple matches are found then the Search Results window is shown
as for the screen pop.
The body of the journal item is populated with the information below and the start and duration of the call.
Phone
number
For inbound calls this is the caller ID and for outbound calls this is the dialled number.
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DDI/DID
For external inbound calls only, the DDI/DID number that the call came in on.
DDI/DID
Name
For external inbound calls only, the DNIS of the DDI/DID that the call came in on.
Direction
The direction of the call.
Account
Code
The account codes that was set on the call.
Trunk
For external calls the outside network trunk number that the call was made or received on.
Transferring
Extension
The device that the call was transferred from.
Contact
The Outlook© contact name in the last name, first name format.
Duration
The duration of the call. The call event trigger must have been set to Call End as they are
not known until the call is cleared.
Call
Recording
If integrating with a call recorder then this can contain a URL link to the call recording (this
is not a clickable hyperlink but can be copied and pasted into a browser). The call event
trigger must have been set to at least Call Answered as the call recorder will only create the
recording id when the call has been answered.
Calendar
&
DND
synchronisation
The calendar within Outlook© can be synchronised with the DND status of the endpoint of the User. For example when there is
an appointment in the calendar and this is due the endpoint can be automatically placed into DND with the DND text set to the
subject of the appointment. When the appointment ends, the endpoint will be automatically removed from DND.
Busy states
The busy status of the appointment can be used to filter what type of appointments will be used to automatically change the
DND status.
From the Busy Options tab check each entry to include this type of busy status.
Sensitivity options
The sensitivity type of the appointment can be used to filter what type of appointments will be used to automatically change the
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DND status. From the Options tab check each of the Sensitivity Options to include this type.
Other options
There are other options that can be used to filter the type of appointments to include. Check the Show All Day Events include
all day events. Check the Include Recurrences to include appointments that are recurring.
Business
Contact
Manager
for
Outlook
Phone Manager supports integration with contacts stored within Business Contact Manager for Outlook in the same way as for
contacts that are stored within Public Folders.
Business Contact Manager contacts are not available for directory searching and adding to favourites.
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5.5.3 Microsoft
Dynamics
CRM
Overview
This describes the features that are available when integrating with Microsoft Dynamics CRM.
Supported
Versions
The following Microsoft Dynamics CRM versions are supported.
Version
On-premise
deployment
Internet-facing
deployment
(IFD)
Microsoft
Online
v5 (2011)
v6 (2013)
Features
Integration with Microsoft Dynamics CRM supports the features listed below:
Screen pop for contacts
Automatic call history entry
Calendar & DND synchronisation
Screen
pop
CRM Contact, Account and/or Lead entities can be screen popped directly within CRM when an incoming call is received using
the caller id or from an outgoing call using the dialled number. The telephone number is then used to find any matching entities
that have this number. For example an inbound call is received from 7774441111 as shown on the toaster. The plugin performs
a search to find any records that have matching telephone numbers. A matching Contact entity was found and the record was
automatically displayed using the Users default browser.
If multiple matches are found then the Multiple Contacts Found is shown and enables the User to select the correct record to
be displayed. For example a call is made to 222555444 and this has found three matching Contact entities that have this
telephone number. This also will then show the any related entities, in this example the Account the contact is associated with.
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The correct Entity can then be highlighted and then clicking on the Display button will open this record.
The plugin will only search for Accounts and Contacts that are in the Active state. If any records have been
Deactivated then they will not be displayed.
Entity and matching options
Configuration options are available on the plugin that allow the type of Entities to be used in the searching to be set. For
example it can be configured so that only the Contact Entities are searched. These options are set on the Options tab
If no match is found then the Custom Search option can be selected and this will display a form to allow the user to enter the
first name, last name, date of birth or post code and these values will then be used to try and find any matching records.
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If still no match is found when searching for an Entity than a blank form can be automatically displayed to create a New Entity.
The Type of Entity, Contact, Account or Lead that is created can be set here.
Advanced options
The Advanced tab allows control over if related Entities of a matching Contact, Account or Lead are shown in the Multiple
Contacts Found window.
Any related Entities that have their statecode as Open (for Opportunities & Tasks) or Active (for Incidents/Cases) will then be
displayed in the Multiple Contacts Found window. Selecting these related matches in the Multiple Contacts Found window and
clicking DIsplay will then pop this record.
Search fields
The range of telephone numbers that are to be searched for can be configured for each of the Contact, Account or Lead
Entities individually. By default the common telephone number fields are listed on the Leads Fields, Contacts Fields or Account
Fields tab.
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These are the default field name and descriptions and may be different if they have been customised. Contact your Microsoft
Dynamics CRM administrator for details.
Contact
Entities
Field
name
Field
description
Business Phone
telephone1
Home Phone
telephone2
Telephone3
telephone3
Fax
fax
Assistant Telephone
assistantphone
Manager Telephone
managerphone
Mobile Telephone
mobilephone
Pager
pager
Primary Address Phone 1
address1_telephone1
Primary Address Phone 2
address1_telephone2
Primary Address Phone 3
address1_telephone3
Enabled?
Account
Entities
Field
name
Field
description
Main Phone
telephone1
Other Phone
telephone2
Fax
fax
Enabled?
Lead
Entities
Field
name
Field
description
Business Phone
telephone1
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Home Phone
telephone2
Other Phone
telephone3
Fax
fax
Mobile Phone
mobilephone
Pager
pager
Telephone number formats
Microsoft Dynamics CRM does not provide a standard format for storing telephone numbers within the system by default. The
plugin supports searching for multiple different formats dependent on the region (UK or US) where the client is running. The
default formats for the UK and International are shown below. This is based on the number 08001831234 been searched for.
UK
&
International
Telephone
Formats
08001831234
(0123) 4567890
44 (08001)831234
+44 (080)0183 1234
08001 831234
08001-831234
(08001)831234
(08001)-831234
080 018 31234
080-018-31234
080 0183 1234
080-0183-1234
The default formats for the US are shown below. This is based on the number 9876543210 been searched for.
US
Telephone
Formats
9876543210
987.654.3210
+1 (987) 654-3210
19876543210
987-654-3210
(987) 654-3210
1-987.654.3210
1-987-654-3210
1(987) 654-3210
Call details
The call information that is used to search for matching records can be configured. By default the dialled number or the caller id
are used to search with, depending on the call direction, but other call details can configured. There are options for the direct
dial number or the direct dial name (or DNIS) as shown.
Caller ID represents either the caller ID for inbound calls or the dialled number for outbound calls.
The configuration box lets you select multiple different types of call detail with the details to be used having the check box next
to each one selected. The order of the searching can also be configured by dragging and dropping the entry and ordering the
list accordingly.
When multiple call details are used the searching will stop as soon as a match is found with the first call detail.
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Automatic
call
history
entry
The plugin supports the ability to be able to automatically create and display a Microsoft Dynamics CRM Phone Call Activity
entity. The Entity to associate this with is found using the caller id received or the number dialled, and if multiple matches are
found then the Multiple Contacts Found window is shown as for the screen popping. The telephone numbers used to search
are set in the screen popping section.
The Activity record is automatically created with the information relating to the call entered into the description field and the
related entities are linked as shown.
Phone
number
For inbound calls this is the caller ID and for outbound calls this is the dialled number.
DDI/DID
For external inbound calls only, the DDI/DID number that the call came in on.
DDI/DID
Name
For external inbound calls only, the DNIS of the DDI/DID that the call came in on.
Direction
The direction of the call.
Account
Code
The account codes that was set on the call.
Trunk
For external calls the outside network trunk number that the call was made or received on.
Transferring
Extension
The device that the call was transferred from.
Duration
The duration of the call. The call event trigger must have been set to Call End as they are
not known until the call is cleared.
Call
Recording
If integrating with a call recorder then this can contain a URL link to the call recording (this
is not a clickable hyperlink but can be copied and pasted into a browser). The call event
trigger must have been set to at least Call Answered as the call recorder will only create the
recording id when the call has been answered.
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The plugin configuration has several options that can be set to determine how the record is created.
Complete
Activity
Record: This will set the status of the Activity to be Completed.
Display
Activity
Record: This will display the Activity form, if this is not set then the record will be created without the user
seeing the form.
Calendar
&
DND
synchronisation
The calendar within Microsoft Dynamics CRM can be synchronised with the DND status of the endpoint of the User. For
example when there is an appointment in the calendar and this is due to start the endpoint can be automatically placed into
DND with the DND text set to the Subject field of the appointment. When the appointment ends, the endpoint will be
automatically removed from DND.
There are several options to be able to control the types of Activities that cause the endpoint to go into DND. The Priorities tab
allows Activities with a specific priority to be included or excluded.
The States tab allows only Activities with specific states to be included or excluded.
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The Activities tab allows specific types of Activities to be included or excluded.
Configuration
For any of the features there needs to be some basic configuration that needs to be performed to authenticate and allow
access to Dynamics CRM.
Settings
and
versions
The correct version of Dynamics CRM that is used needs to be selected from the Version drop down on the Settings tab.
Server
connection
The specific connection details to the CRM server need to be set on the Server tab.
Discovery
Server: This is the URL of the Microsoft Dynamics CRM discovery server. This is normally the same as the CRM
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server. Contact your administrator for details on what this should be. Leave this as crm4.dynamics.com for the Microsoft hosted
version.
Does
this
server
use
SSL: If SSL/HTTPS connection is required to connect to the CRM system enable this option.
Organisation
Name: This should be set to the organisation name configured for the company that will be used to integrate
with. This should match the exact name shown in the top right hand corner of the CRM web page when you are logged in.
Authentication
and
profile
details
The Profile tab enables the security credentials used to access Microsoft Dynamics CRM to be configured.
Use
Integrated
Windows
Authentication: If this is set then the username, password and domain details from user who is
logged on the computer will be used.
Using Integrated Windows Authentication is NOT supported when using IFD and claims based authentication.
Depending on the configuration of Microsoft Dynamics CRM and how it is accessed will determine what options are required.
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5.5.4 Microsoft
Dynamics
NAV
Overview
This describes the features that are available when integrating with Microsoft Dynamics NAV.
Supported
Versions
The following Microsoft Dynamics NAV versions are supported.
Version
Client
Supported
v4.0 SP2
Classic Client
v5.00
Classic Client
v6.00 (2009)
Classic Client
v6.00 (2009 R2)
RoleTailored Client
v7.00 (2013)
Web Client
v7.00 (2013 R2)
RoleTailored Client
Features
Integration with Microsoft Dynamics NAV supports the features listed below:
Screen pop
Screen
pop
Microsoft Dynamics NAV Contact or Customer cards can be screen popped directly within NAV when an incoming call is
received using the caller id or from an outgoing call using the dialled number. The telephone number is then used to find any
matching entities that have this number. For example an inbound call is received from 7774441111 as shown on the toaster.
The plugin performs a search to find any records that have matching telephone numbers. A matching Contact was found and
the card was automatically displayed within the NAV client.
This example shows the RoleTailored Client.
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This example shows the Microsoft Dynamics NAV web client, the matching contact is shown using the Users default browser
settings.
If multiple matches are found then the Multiple Contacts Found is shown and enables the User to select the correct card to
be displayed. For example a call is made to 222555444 and this has found three matching Contacts that have this telephone
number.
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The correct entry can then be highlighted and then clicking on the Display button will open this card.
Entity and matching options
Configuration options are available on the plugin that allow the type of cards to be used in the searching to be set. For example
it can be configured so that only the Customer or Contact Entities are searched. These options are set on the Options tab.
Selecting the Create record on no match? will create and open and new card of the type that has been selected.
If no match is found then no records will be displayed.
Search fields
The range of telephone numbers that are to be searched for can be configured for each of the Contact or Customer cards
individually. By default the common telephone number fields are listed on the Contact Fields and Customer Fields tab.
These are the default field names and may be different if they have been customised. Contact your Microsoft Dynamics NAV
administrator for details.
Contacts
Field
Description
Field
name
Phone Number
Phone No_
Mobile Phone Number
Mobile Phone No_
Fax Number
Fax No_
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Telex Number
Telex No_
Pager Number
Pager
Customers
Field
Description
Field
name
Phone Number
Phone No_
Enabled?
Telephone number formats
Microsoft Dynamics NAV does not provide a standard format for storing telephone numbers within the system by default. The
plugin supports searching for multiple different formats dependent on the region (UK or US) where the client is running. The
default formats for the UK and International are shown below. This is based on the number 08001831234 been searched for.
UK
&
International
Telephone
Formats
08001831234
(0123) 4567890
44 (08001)831234
+44 (080)0183 1234
08001 831234
08001-831234
(08001)831234
(08001)-831234
080 018 31234
080-018-31234
080 0183 1234
080-0183-1234
The default formats for the US are shown below. This is based on the number 9876543210 been searched for.
US
Telephone
Formats
9876543210
987.654.3210
+1 (987) 654-3210
19876543210
987-654-3210
(987) 654-3210
1-987.654.3210
1-987-654-3210
1(987) 654-3210
Microsoft Dynamics NAV stores the country code and area code parts of each telephone number separately from the main
number. From the Formats tab the country and area codes can be set to be appended to the telephone number when a search
is made.
Call details
The call information that is used to search for matching records can be configured. By default the dialled number or the caller id
are used to search with, depending on the call direction, but other call details can configured. There are options for the direct
dial number or the direct dial name (or DNIS) as shown.
Caller ID represents either the caller ID for inbound calls or the dialled number for outbound calls.
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The configuration box lets you select multiple different types of call detail with the details to be used having the check box next
to each one selected. The order of the searching can also be configured by dragging and dropping the entry and ordering the
list accordingly.
When multiple call details are used the searching will stop as soon as a match is found with the first call detail.
This field name must be the same with both Contacts and Customers.
Configuration
The integration needs to be configured for the correct version of Microsoft Dynamics NAV that is running.
From the Version tab select the relevant entry from the drop down list. Then select the correct Server Type for the type of NAV
server that will be used, this can either be SQL Server or Navision and depends the on the version of the NAV selected.
Authentication
The Authentication tab enables the security credentials used to access Microsoft Dynamics NAV to be configured. Select the
Use Integrated Windows Authentication option if the username, password and domain details from user who is logged on the
computer will be used.
Depending on the configuration of Microsoft Dynamics NAV and how it is accessed will determine what options are required.
For example if a different user account is used to access NAV than what is currently logged into the computer then they will
need to be manually entered.
SQL
Server
connection
If the Server Type has been configured as SQL Server then the connection details for the SQL Server needs to be entered.
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The Server Name is the hostname of the SQL Server database, this should also contain any instance names if been used, for
example:
navserver\NAVDEMO
This will connect to the NAVDEMO database instance on the server with the hostname of navserver. This correct value for this
can be found using the Microsoft Dynamics NAV Administration tool.
The Database Name option is the name of the SQL Server database to connect to and can also be found using the Microsoft
Dynamics NAV Administration tool.
Web
server
The Website tab enables the web server details to be configured for the Microsoft Dynamics NAV Web client connection.
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Enter the Server Name of the Microsoft Dynamics NAV web server and the Server Port to connect with, the default is 8080. If
the connection to the web server is using a secure HTTP connection then check the User HTTPS/SSL to connect option.
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5.5.5 Sage
CRM
Overview
This describes the features that are available when integrating with Sage CRM.
Supported
Versions
The following Sage CRM versions are supported.
Version
Supported
v5.7 - v7.0
v7.1
v7.2
Editions
Supported
Sage CRM Professional Edition (Cloud)
Sage CRM On-Premise Edition
Sage CRM Essentials Edition (Cloud)
Features
Integration with Sage CRM supports the features listed below:
Screen pop for contacts
Screen
pop
CRM Person, Company and/or Lead entities can be screen popped directly within CRM when an incoming call is received
using the caller id or from an outgoing call using the dialled number. The telephone number is then used to find any matching
entities that have this number. For example an inbound call is received from 7774441111 as shown on the toaster. The plugin
performs a search to find any records that have matching telephone numbers. A matching Person entity was found and the
record was automatically displayed using the Users default browser.
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If multiple matches are found then the Multiple Contacts Found is shown and enables the User to select the correct record to
be displayed. For example a call is made to 222555444 and this has found three matching Person entities that have this
telephone number.
The correct Entity can then be highlighted and then clicking on the Display button will open this record.
Entity and matching options
Configuration options are available on the plugin that allow the type of Entities to be used in the searching to be set. For
example it can be configured so that only the Person and Company Entities are searched. These options are set on the
Options tab.
Selecting the Search Related Entities option will enable any matching records that have a related entity to be displayed on
the Multiple Contacts Found window.
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If no match is found then no records will be displayed.
Search fields
The range of telephone numbers that are to be searched for can be configured for each of the Person, Company or Lead
Entities individually. By default the common telephone number fields are listed on the Phone Fields tab.
These are the default field names and may be different if they have been customised. Contact your Sage CRM administrator for
details.
Contact
Entities
Entity
Type
Field
name
Person
Business
Person
Fax
Person
Home
Person
Mobile
Company
Business
Lead
Person Phone
Lead
Person Fax
Lead
Alternate Phone
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Telephone number formats
Sage CRM does not provide a standard format for storing telephone numbers within the system by default. The plugin supports
searching for multiple different formats dependent on the region (UK or US) where the client is running. The default formats for
the UK and International are shown below. This is based on the number 08001831234 been searched for.
UK
&
International
Telephone
Formats
08001831234
(0123) 4567890
44 (08001)831234
+44 (080)0183 1234
08001 831234
08001-831234
(08001)831234
(08001)-831234
080 018 31234
080-018-31234
080 0183 1234
080-0183-1234
The default formats for the US are shown below. This is based on the number 9876543210 been searched for.
US
Telephone
Formats
9876543210
987.654.3210
+1 (987) 654-3210
19876543210
987-654-3210
(987) 654-3210
1-987.654.3210
1-987-654-3210
1(987) 654-3210
Sage CRM stores the country code and area code parts of each telephone number separately from the main number. From the
Formats tab the country and area codes can be set to be appended to the telephone number when a search is made.
For example if the number, 01611234567 is stored within Sage CRM as:
Country Code: 44
Area Code: 0161
Number: 1234567
The following telephone numbers would be searched for: If the Append Country Code and Append Area Code are not set: 1234567
If the Append Country Code is set and Append Area Code is not set: 441234567
If the Append Country Code is not set and Append Area Code is set: 01611234567
If both the Append Country Code and Append Area Code are set: 4401611234567
Call details
The call information that is used to search for matching records can be configured. By default the dialled number or the caller id
are used to search with, depending on the call direction, but other call details can configured. There are options for the direct
dial number or the direct dial name (or DNIS) as shown.
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Caller ID represents either the caller ID for inbound calls or the dialled number for outbound calls.
The configuration box lets you select multiple different types of call detail with the details to be used having the check box next
to each one selected. The order of the searching can also be configured by dragging and dropping the entry and ordering the
list accordingly.
When multiple call details are used the searching will stop as soon as a match is found with the first call detail.
Configuration
The integration needs to be configured for the correct version of Sage CRM that is running. From the Version tab select the
relevant entry from the drop down list.
The authentication and server connection details to the CRM server need to be set on the Authentication tab.
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A valid Sage CRM username and password that has the web service option enabled is required to be configured into the
Username and Password fields. To enable a user for web services, from Sage CRM:
1. Select Administration -> Users -> Users
2. Select Change action button
3. In Security panel set Allow Web Service Access field to True
Only one web service user can logon with the same ID at any given time. If a user tries to logon as another application,
an error will be displayed informing the user that they should first log out. However, it is possible to logon to the
desktop or from a device with the same ID while a Web Service application is running.
The plugin uses the Sage CRM web services to integrate and this needs to be enabled on the Sage CRM server. This can be
enabled from within Sage CRM:
1. Select Administration -> System -> Web Services
2. Select Change action button
3. Check the enable web service option
The web service URL can then be configured into the URL section. For example if the server name is called mycrmserver then
enter:
http://mycrmserver/crm/eWare.dll/
Troubleshooting
When integrating with Sage CRM v7.1+ the plugin uses the PhoneLink table within Sage CRM and this needs to be made
available through the Sage CRM web service. If this is not enabled this error will be shown in the log files:
System.Web.Services.Protocols.SoapHeaderException:
Request Failed. Entity 'phonelink' is not Web Service enabled.
To enable this follow this procedure:
1. Log in to Sage CRM SQL Server
2. Select Sage CRM database
3. Click on the New Query button
4. Run:
update Custom_Tables set bord_WebServiceTable=’Y’ where Bord_Caption =’phonelink‘
5. Run the IISRESET command
6. Login to the Sage CRM system.
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5.5.6 SalesForce
Overview
This describes the features that are available when integrating with SalesForce.
Supported
Versions
The following SalesForce versions are supported.
Edition
Supported
Contact Manager
Group
Professional
£
Enterprise
Performance
£ - Additional SalesForce fees may apply
Features
Integration with SalesForce supports the features listed below:
Screen pop for contacts
Automatic call history entry
Screen
pop
CRM Contact, Account and/or Lead entities can be screen popped directly within SalesForce when an incoming call is received
using the caller id or from an outgoing call using the dialled number. The telephone number is then used to find any matching
entities that have this number. For example an inbound call is received from 7774441111 as shown on the toaster. The plugin
performs a search to find any records that have matching telephone numbers. A matching Contact entity was found and the
record was automatically displayed using the Users default browser.
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If multiple matches are found then the Multiple Contacts Found window is shown and enables the User to select the correct
record to be displayed. For example a call is made to 222555444 and this has found one matching Account entity and three
matching Contact entities that have this telephone number.
The correct entity can then be highlighted and then clicking on the Display button will open this record.
Entity and matching options
Configuration options are available on the plugin that allow the type of Entities to be used in the searching to be set. For
example it can be configured so that only the Contact entities are searched. These options are set on the Options tab
If no match is found when searching for an Entity than a blank form can be automatically displayed to create a New Entity. The
Type of Entity, Contact, Account or Lead that is created can be set here.
Search fields
The range of telephone numbers that are to be searched are not configurable. All SalesForce fields that are have the phone
type will be used.
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The format of the telephone number does not make any difference as any type of format is supported. The number
dialled/received is used for the searching.
Automatic call history entry
The plugin supports the ability to be able to automatically create and display a SalesForce Phone Task entity. The Entity to
associate this with is found using the caller id received or the number dialled, and if multiple matches are found then
the Multiple Contacts Found window is shown as for the screen popping. The telephone numbers used to search are set in
the screen popping section.
The Activity record is automatically created with the information relating to the call entered into the Comments field and the
related entities are linked as shown.
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Phone
number
For inbound calls this is the caller ID and for outbound calls this is the dialled number.
DDI/DID
For external inbound calls only, the DDI/DID number that the call came in on.
DDI/DID
Name
For external inbound calls only, the DNIS of the DDI/DID that the call came in on.
Direction
The direction of the call.
Account
Code
The account codes that was set on the call.
Trunk
For external calls the outside network trunk number that the call was made or received on.
Transferring
Extension
The device that the call was transferred from.
Duration
The duration of the call. The call event trigger must have been set to Call End as they are
not known until the call is cleared.
Call
Recording
If integrating with a call recorder then this can contain a URL link to the call recording (this
is not a clickable hyperlink but can be copied and pasted into a browser). The call event
trigger must have been set to at least Call Answered as the call recorder will only create the
recording id when the call has been answered.
The plugin configuration has several options that can be set to determine how the record is created.
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Status: This allows the type of Status for the task to be configured. Valid options are: Not Started, In Progress, Completed,
Waiting on someone else, Deferred.
Priority: This will set the priority of the Task to be High, Normal or Low.
Display
activity
record: If this is set then the Task will be displayed when it’s created in a new browser window.
Use
Start
and
End
times
only: If this is set then only the start and end time will be populated into the Comments section for a
call history entry.
Configuration
For any of the features there needs to be some basic configuration that needs to be performed to authenticate and allow
access to SalesForce.
User
authentication
The plugin requires a valid SalesForce username and password to be entered. These are the details that will be used for
searching and creating history records. Ensure that the user has the appropriate permissions within SalesForce to do this. As a
minumum they need to have the API Enabled flag set on their Profile.
Security
The Security tab enables the type of access and location of the Salesforce services to be set.
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Server
->
URL: This should be set to SalesForce server that your organisation uses. This can be found by looking at the URL
that is displayed in the address bar of the web browser once you have logged into SalesForce.
Token: Depending on the security configuration of SalesForce and how it is accessed will dictate what options are required. To
connect to the SalesForce API requires that the public IP address that the user is connecting from is configured in the
Administration Setup -> Network Access section under Trusted IP Ranges.
If this cannot be configured, for example if you have remote workers whose IP address changes all the time. Then the Security
Token option will need to be enabled.
To create a Security Token from the Personal Setup -> My Personal Information- > Reset My Security Token section of
Salesforce.com, select the Reset Security Token button. This will send an email to the associated user with their Security
Token.
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The email will contain the token and will look similar to the one shown below:
y67lBpMdiBY02RkbDWqwhCEX
This value then needs to be entered into the Security Token section.
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5.5.7 SalesLogix
Overview
This describes the features that are available when integrating with SalesLogix.
Supported
Versions
The following SalesLogix versions are supported.
Version
Supported
Version 7.0
*^
Version 7.1
*^
Version 7.2
^
Version 7.5 SP2
^
* - Click to dial feature is not supported
^ - Requires the Windows LAN client
Features
Integration with SalesLogix supports the features listed below:
Click to dial
Screen pop
Automatic call history entry
Calendar & DND synchronisation
Click
to
dial
When a record is displayed a new telephone icon is shown on the toolbar and a Dial Phone entry in added to the SalesLogix Tools
menu.
When the telephone icon is clicked a new window is displayed that shows all of the telephone numbers that are available for this
record.
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Selecting any of the rows and clicking Dial or double clicking the row will cause the selected number to be called.
This requires Phone Manager to be running in the same Windows session as SalesLogix.
If the screen popping feature is also been used then this should only be configured for Inbound Calls, so as not to screen pop
on outbound.
This direct dial out replaces the built in TAPI based “Dialler” feature within SalesLogix and should not be used at the same
time.
The SalesLogix bundle is available on request and needs to be installed by your SalesLogix administrator (see the SalesLogix
Bundle section for details)
Screen
pop
CRM Contact, Account and/or Lead entities can be screen popped directly within SalesLogix when an incoming call is received using
the caller id or from an outgoing call using the dialled number. The telephone number is then used to find any matching entities that
have this number. For example an inbound call is received from 7774441111 as shown on the toaster. The plugin performs a search to
find any records that have matching telephone numbers. A matching Contact entity was found and the record was automatically
displayed with SalesLogix.
If multiple matches are found then the Multiple Contacts Found window is shown and enables the User to select the correct record to
be displayed. For example a call is made to 222555444 and this has found three matching Contact entities that have this telephone
number.
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The correct entity can then be highlighted and then clicking on the Display button will open this record.
Entity and matching options
Configuration options are available on the plugin that allow the type of records to be used in the searching to be set. For example it can
be configured so that only the Contact entities are searched. These options are set on the Options tab.
When SalesLogix is screen popped the display mode for how any matching records are shown can be configured as shown.
Selecting the Use Existing View option will use the current view settings. These settings are equivalent to the options available in the
View menu within SalesLogix.
Search fields
The range of telephone numbers that are to be searched for can be configured for each of the Contact, Account or Lead records
individually. By default the common telephone number fields are listed in the Leads Fields, Contacts Fields or Account Fields tab.
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Contact
Entities
Field
name
Enabled?
Work
Mobile
Fax
Home
Other
Pager
User Field 1
User Field 2
User Field 3
User Field 4
User Field 5
User Field 6
User Field 7
User Field 8
User Field 9
User Field 10
Account
Entities
Field
name
Enabled?
Main
Alternate
Fax
Toll Free
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Toll Free 2
Other Phone 1
Other Phone 2
Other Phone 3
User Field 1
User Field 2
User Field 3
User Field 4
User Field 5
User Field 6
User Field 7
User Field 8
User Field 9
User Field 10
Lead
Entities
Field
name
Enabled?
Work
Home
Mobile
Fax
Toll Free
User Field 1
User Field 2
User Field 3
User Field 4
User Field 5
User Field 6
User Field 7
User Field 8
User Field 9
User Field 10
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Telephone number formats
SalesLogix does not provide a standard format for storing telephone numbers within the system by default. The plugin supports
searching for multiple different formats dependent on the region (UK or US) where the client is running. The default formats for the UK
and International are shown below. This is based on the number 08001831234 been searched for.
UK
&
International
Telephone
Formats
08001831234
(0123) 4567890
44 (08001)831234
+44 (080)0183 1234
08001 831234
08001-831234
(08001)831234
(08001)-831234
080 018 31234
080-018-31234
080 0183 1234
080-0183-1234
The default formats for the US are shown below. This is based on the number 9876543210 been searched for.
US
Telephone
Formats
9876543210
987.654.3210
+1 (987) 654-3210
19876543210
987-654-3210
(987) 654-3210
1-987.654.3210
1-987-654-3210
1(987) 654-3210
Automatic call history entry
The plugin supports the ability to be able to automatically create and display a SalesLogix Phone Call activity. The record to associate
this with is found using the caller id received or the number dialled, and if multiple matches are found then the Multiple Contacts Found
window is shown as for the screen popping. The telephone numbers used to search are set in the screen popping section.
The activity record is automatically created with the information relating to the call entered into the Notes field and the related records
are linked as shown.
Start
Time
The date and time when the call was started.
End
Time
The date and time when the call was ended.
Result
The account code entered on the call.
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Call
Recording
If integrating with a call recorder then this can contain a URL link to the call recording (this is not a
clickable hyperlink but can be copied and pasted into a browser). The call event trigger must have
been set to at least Call Answered as the call recorder will only create the recording id when the
call has been answered.
Calendar
&
DND
synchronisation
The calendar within SalesLogix can be synchronised with the DND status of the endpoint of the User. For example when there is a
meeting in the calendar and this is due the endpoint can be automatically placed into DND with the DND text set to the Regarding field
of the appointment. When the appointment ends, the endpoint will be automatically removed from DND.
For example the Meeting entry below will place the Users endpoint into DND between 09:00 and 16.30 with the DND text set to "Sales
meeting".
Configuration
For any of the features there needs to be some basic configuration that needs to be performed to authenticate and allow access to
SalesLogix.
Wizard
The Settings tab provides a Quick Setup Wizard to enable these to be easily configured.
Click on the Setup button to start the wizard.
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Ensure that SalesLogix is open and then click on Detect and this will complete the form automatically.
Select the Database Name for the SalesLogix database to use and then click Save. From the Settings tab click on the Test button to
validate the details and a confirmation message will be displayed if the configuration is successful.
If this fails then more options can be configured on the other tabs.
Authentication
profile
The Profile tab enables the security credentials used to access SalesLogix to be configured.
Use
Integrated
Windows
Authentication: If this is set then the username, password and domain details from user who is logged on
the computer will be used.
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Depending on the configuration of Sage SalesLogix and how it is accessed will dictate what options are required. For example if a
different user account is used to access SalesLogix than what is currently logged into the computer then they will need to be manually
entered.
Server
details
The Server tab enables the server details and database that is to be used to be configured.
SLX
Server
Name: The server name or IP address of the computer hosting the SalesLogix database.
Database
Name: The name of the SalesLogix database to use.
Advanced
Settings: Enables the Advanced and Extended tabs for extra configuration options.
Advanced
options
The Advanced and Extended tab enables more advanced options to be configured.
These options are not normally required to be changed, contact your SalesLogix administrator for details.
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Sales
Logix
Bundle
SalesLogix allows for 3rd party integration components to be installed into the SalesLogix environment to provide additional features.
To install the SalesLogix bundle the following steps need to be performed.
1. Run the SalesLogix Administrator Program.
2. Click the Bundles button.
3. Click the Install button.
4. Locate and select the Phone Manager Bundle.
5. Click OK on the Choose Actions To Install window.
6. If prompted select to allow the plugin to be released and select the group to release to.
7. The Phone Manager Bundle should then be displayed in the list.
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8. Close SalesLogix Administrator Program.
9. Installation is complete, open SalesLogix.
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5.5.8 Swiftpage
Act!
Overview
This describes the features that are available when integrating with Swift Page Act!.
Supported
Versions
The following Act! versions are supported.
Version
Supported
v15 (2013)
v16 (2014)
Features
Integration with Act! supports the features listed below:
Click to dial
Screen pop for contacts
Automatic call history entry
Calendar & DND synchronisation
Click
to
dial
When a Contact record is displayed a new telephone icon is shown on the toolbar.
When the telephone icon is clicked a new window is displayed that shows all of the telephone numbers that are available for
this contact.
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Selecting any of the rows and clicking Dial or double clicking the row will cause the selected number to be called.
This requires Phone Manager to be running in the same Windows session as Act!.
When an outbound call is made using this method a call history record can be created and opened once the Dial command has
been selected. To enable this select the Record call history option on the form.
If the screen popping feature is also been used then this should only be configured for Inbound Calls, so as not to
screen pop on outbound.
This direct dial out replaces the built in TAPI based “Dialler” feature within Act! and should not be used at the same
time. To disable the built in “Dialler” feature, from the menu bar select Tools -> Preferences -> Communication ->
Dialler Preferences and un check the Use dialler option.
Screen
pop
for
contacts
The Act! contacts can be screen popped directly within Act! when an incoming call is received using the caller id or from an
outgoing call using the dialled number. The telephone number is then used to find any matching contacts that have this
number. For example an inbound call is received from 7774441111 as shown on the toaster. The plugin performs a search on
the contacts to find any records that have matching telephone numbers. A match was found and the contact record was
automatically displayed.
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If multiple matches are found then the current Act! view be filtered down for the relevant matches. For example a call is made to
222555444 and this has found three contacts that have this telephone number.
If no matches are found then there is a setting on the Options tab to enable a new Contact record to be created. The Phone
field is set to the number received and this Contact is then displayed.
Contact fields
The range of telephone numbers that are to be searched for can be configured. By default the common telephone number
fields are pre selected.
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Act!
Description
Act!
Field
Name
Business Phone
BUSINESS_PHONE
Mobile Phone
MOBILE_PHONE
Alternate Phone
ALTERNATE_PHONE
Fax Phone
FAX_PHONE
Home Phone
HOME_PHONE
Pager Phone
PAGER_PHONE
Enabled?
Automatic
call
history
entry
Phone Manager can work with the History within Act! and can have Call entries automatically created for calls made or received
by the User when a match has been found to an entry in their Act! contacts. The contact to associate with this is found using
the caller id received or dialled number.
The body of the call entry is populated with the information shown.
Phone
number
For inbound calls this is the caller ID and for outbound calls this is the dialled number.
DDI/DID
For external inbound calls only, the DDI/DID number that the call came in on.
DDI/DID
Name
For external inbound calls only, the DNIS of the DDI/DID that the call came in on.
Direction
The direction of the call.
Account
Code
The account codes that was set on the call.
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Trunk
For external calls the outside network trunk number that the call was made or received on.
Transferring
Extension
The device that the call was transferred from.
Duration
The duration of the call. The call event trigger must have been set to Call End as they are
not known until the call is cleared.
Call
Recording
If integrating with a call recorder then this can contain a URL link to the call recording (this
is not a clickable hyperlink but can be copied and pasted into a browser). The call event
trigger must have been set to at least Call Answered as the call recorder will only create the
recording id when the call has been answered.
Calendar
&
DND
synchronisation
The calendar within Act! can be synchronised with the DND status of the endpoint of the User. For example when there is an
appointment in the calendar and this is due the endpoint can be automatically placed into DND with the DND text set to the
Regarding field of the appointment. When the appointment ends, the endpoint will be automatically removed from DND.
For example the Scheduled Activity entry below will place the Users endpoint into DND between 09:00 and 13.30 with the DND
text set to "Sales Meeting".
There are options to be able to select the type of Activities that trigger the DND change and these are configured on the
Activities tab.
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The Options tab has settings to control if private activities, recurring activities and all day events will be acted upon.
Configuration
The integration needs to be configured for the correct version of Act! that is running. From the Version tab select the relevant
entry from the drop down list.
Once this has been selected the plugin needs to be initialised with the Act! application. This is performed by clicking on the
Initialise Act button.
Act! will need to be closed before this can be done.
The plugin uses the Act! plugin framework and when you click Initialise Act the required files are copied into the Act! plugin
folder. If this is not successful then the current user may not have the permissions to be able to copy files to this location. By
default this is:
C:\Program Files\ACT\Act for Windows\Plugins
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User Guide
5.6 Diagnostics
Overview
The diagnostics section enables the Phone Manager diagnostics feature to be enabled.
Checking the Diagnostics
Enabled option will, after a restart of the client, create logging information for this User in the folder:
%PROGRAMDATA%\Mitel\Mitel Phone Manager\logs\%USERNAME%
This should only be enabled on a temporary short term basis as it can affect the performance of the client and
consume significant amount of disk space.
If you are requested to provide logging information for the client by your support team then use the Download
logs button as
this will create a ZIP file containing all the logs and configuration information required on the Users desktop that can be emailed
and analysed.
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MiVoice Office Phone Manager 4.1
6
What's
New
V4.1 - Initial release
Page 152
User Guide
6.1 Known
Issues
There are no known issues at this time.
Page 153
MiVoice Office Phone Manager 4.1
7
Index
ACD
Agent
Control,
30
Alarm
Notifications,
65
API
Access,
51
Application
Support,
50
Application
Support
Plugins,
55-56
Audio,
76
Button
Actions,
62-63
Call
Banner
Profiles,
47
Call
Control,
11-17
Call
History,
39
Call
Recording,
40
Chat,
41-43
Codecs
,
77
Command
Line,
58-59
Configuration,
8-9
Connection,
69-70
Contacts,
34-36
Diagnostics,
151
Dial
Pad,
24
Directories,
37
Do
Not
Disturb
(DND),
29
E911
Warning,
Emergency
Calls
and
Security,
74
Extension
Control,
25-28
General,
75
Goldmine,
90-94
Highlight
&
Dial,
19
Hot
Keys,
44-46
Hunt
Group
Status,
66
Integrated
Toolbar,
48
Keep-Alives
,
80
Known
Issues,
153
Licensing,
7
Local
Connection,
71
Macros,
52-54
Making
Calls,
18
Manual
Forward,
31
Microsoft
Dynamics
CRM,
105-113
Microsoft
Dynamics
NAV,
114-120
Microsoft
Outlook,
95-104
Mitel
Back
Page,
156
Multiple
Calls,
23
NAT
and
Firewalls,
79
Notice,
3
Outlook
Features,
10
Overview,
4
Page 154
User Guide
Phone
Manager
User
Guide
(PDF),
0
Professional
Features,
49
Quality,
78
Remote
Connection,
72
Requirements,
5-6
Sage
CRM,
121-126
SalesForce,
127-133
SalesLogix,
134-144
Searching,
38
Settings,
68
Softphone,
73
Softphone
Limitations,
81
Swiftpage
Act!,
145-150
TAPI,
57
Team
Leader
Features,
64
Toaster,
20
Toolbars,
60
Transferring,
21-22
User
Control,
67
Voice
Mail
Access,
32
Volume
Control,
33
What's
New,
152
Page 155
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