Avaya IP Office SoftConsole

IP Office™ Platform 9.1
Using Avaya IP Office™ Platform
SoftConsole
15-601016 Issue 19c - (13 April 2015)
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Contents
Contents
1. IP Office SoftConsole
1.1 Logging In .....................................................................
1.2 The Main Window
.....................................................................
1.3 Compact View
.....................................................................
1.4 Viewing the.....................................................................
Call History
1.5 BLF Panel .....................................................................
1.5.1 Add
............................................................................
Members to a BLF Group
1.6 Call Details.....................................................................
Panel
1.7 The Status.....................................................................
Bar
1.8 The Main Menu
.....................................................................
Bar
1.9 Change Language
.....................................................................
1.10 Multisite Network
.....................................................................
Features
10
11
12
13
14
15
16
17
17
18
18
58
59
60
61
62
63
64
65
66
5. Templates/Profiles
5.1
5.2
5.3
5.4
Administrator
.....................................................................
Mode
Editing a Profile
.....................................................................
Using Templates
.....................................................................
Default Templates
.....................................................................
69
70
70
71
6. Appendix
2. Directory
2.1 Editing Directory
.....................................................................
Entry Properties
2.1.1 The
............................................................................
Directory Entry Form
2.1.2 The
............................................................................
Group Service Status Form
2.1.3 User
............................................................................
Directory Properties
2.2 The Local Directory
.....................................................................
2.2.1 Adding/Editng
............................................................................
Local Entries
4.5 Door Release
.....................................................................
Tab
4.6 Keyboard Actions
.....................................................................
Tab
4.7 Keyboard Mapping
.....................................................................
Tab
4.8 Park Slots .....................................................................
Tab
4.8.1 Configuring
............................................................................
Park Slots
4.9 Queue Mode
.....................................................................
Tab
4.9.1 Configuring
............................................................................
Queues
4.10 SoftConsole
.....................................................................
Tab
4.11 one-X Portal
.....................................................................
Server
22
23
24
25
30
31
6.1 Short Cut Keys
..................................................................... 74
6.2 Toolbar Buttons
..................................................................... 77
6.3 Trouble Shooting
..................................................................... 79
7. Document History
Index
...............................................................................83
3. Call Handling
3.1 Answering .....................................................................
a Call
3.2 Making a Call
.....................................................................
3.3 Using the Dial
.....................................................................
Pad
3.4 Unsupervised
.....................................................................
Transfers
3.5 Supervised.....................................................................
Transfers
3.6 Re-Attempt.....................................................................
Transfer
3.7 Transfer a .....................................................................
Call to Voicemail
3.8 Using Hold.....................................................................
3.9 Parking a Call
.....................................................................
3.10 Collecting.....................................................................
a Parked Call
3.11 Reclaiming
.....................................................................
a Call
3.12 Monitoring.....................................................................
Queues
3.12.1............................................................................
Answering a Queued Call
3.13 Conferences
.....................................................................
3.13.1............................................................................
Conferencing Held Calls
3.13.2............................................................................
Viewing Conferences
3.13.3............................................................................
Adding Users to a Conference
3.13.4............................................................................
Using the Conference Rooms
3.14 Adding Call
.....................................................................
Tag Text
3.15 Door Release
.....................................................................
3.16 Intrude .....................................................................
3.17 Sending a.....................................................................
Text Message
3.18 Instant Messaging
.....................................................................
3.19 Recording.....................................................................
a Call
3.20 Using Page
.....................................................................
3.21 Send Email
.....................................................................
3.22 Collecting.....................................................................
Your Voicemail Messages
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35
36
37
37
37
38
39
40
40
40
41
41
42
43
43
43
44
46
46
46
47
48
48
49
49
49
4. Configuring SoftConsole
4.1 Appearance
.....................................................................
Tab
4.2 BLF Groups
.....................................................................
Tab
4.2.1 Configuring
............................................................................
BLF Groups
4.3 Conferencing
.....................................................................
Tab
4.4 Directories.....................................................................
Tab
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Chapter 1.
IP Office SoftConsole
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IP Office SoftConsole:
1. IP Office SoftConsole
IP Office SoftConsole is an application intended for receptionists and operators who answer and distribute calls. It
provides a range of call controls through the user's computer. It also allows the receptionist to see the status of other
users and to adjust some basic telephony settings of other users such as forwarding numbers.
Additional Requirements
Sound and media files can be associated with calls. If this feature is to be used then the PC requires a sound card and
speakers to be installed.
Telephone Support
The user still requires an extension which is used to provide the speech path for calls.
· It is recommended that IP Office SoftConsole is only used with a telephone that support auto-answer.
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1.1 Logging In
You must login to IP Office SoftConsole before you can use the application. The Login window contains details so that IP
Office SoftConsole can communicate with the telephone system. If you are unable to login, see your system
administrator.
To start IP Office SoftConsole:
1. Select Start and click on the
SoftConsole icon.
2. The login window appears if there are still licenses available.
a. User Name/Extn
Enter your user name or extension number. The user name is case sensitive.
b. Password
Enter your user password. This is given to you by your system administrator and is case sensitive.
c. IP Address
Enter the IP address of the telephone system.
d. Use secure communication
Select this option to use secure communictions between the console and the telephone system.
3. To login now, click OK. Alternately, you can click Expand to view additional options that can be set before logging
in.
· Profile
You can save your console settings as a profile
profile's settings.
68
. When logging in, select the profile here to reapply that
· Call Waiting
When selected, the system provides a call waiting tone when you are on a call and another incoming call
arrives. When you end the current call, the new call is immediately presented to you. This option is ignored if
you have multiple call appearances on your telephone.
· Off-hook Station
This feature is used by receptionists that use the hands free features of the telephone. Console controls the
operation of the telephone. Only clear this option if you have an analog telephone where you answer or end
calls using the handset.
· Show Templates
Indicates whether the default console templates are included in the list of profiles. See Default Templates
71
.
4. Click Compact to return to the normal logging in menu. Otherwise, click OK to login with the settings selected.
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IP Office SoftConsole: Logging In
1.2 The Main Window
In normal view mode, the console screen is divided into the possible areas below. The profile or template selected when
logging in sets whether the held calls, BLF and park slots panels are shown. Profiles and templates can be edited, see
Profiles 68 . The console can also be run in a compact mode, see Compact View 12 .
· Title Bar 53
The Title Bar contains the name of the person who has logged in. When the console is the active program, the title
bar is red. If the console is not the active program, the title bar grey.
· Menu Bar 17
Commands and actions are available through menus. Some items are only accessible when the right conditions
occur, for example, when a call is ringing.
· Toolbar 77
The toolbar provides short cuts for options that are frequently used. The toolbar can be shown or hidden using
the View menu option.
· Call Details Panel 16
The panel contains a side-by-side display of current call information. The panel on the left contains details of the
current call. The panel on the right contains the directory and individual extension details. It can also contain a
script file 30 or conferencing details 43 .
· Queue Panel 41
The Queue panel displays graphical information on the status of calls held in queues.
· Held Calls Panel 39
Any calls that are being held are listed in this panel.
· BLF Panel 14 (Busy Lamp Field Panel)
The icons represent dialable numbers. If the icons represent internal users, the user's status is indicated.
· Call History 13
Shows a list of recent incoming, outgoing and missed calls. When selected, the call history replaces the Held Calls
and BLF Panels.
· Park Slot Panel 40
The park slot panel can contain up to 16 park slot buttons.
· Status Bar 17
The status bar confirms that you are connected to the telephone system and the profile that you are using. There
is also an indication to the number of new messages and missed calls that you have had.
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1.3 Compact View
The console can be run in compact or normal view modes. In compact mode, only the calls details and directory panels
are shown.
To toggle between the views:
1.
Click
to toggle between compact and normal view. Alternatively, click View | Compact View or Normal
View. Press Home on your keyboard to toggle between the compact and normal views.
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IP Office SoftConsole: Compact View
1.4 Viewing the Call History
The Call History pane replaces the BLF and Held Calls panels. The Call History Panel can not be viewed at the same time
as the BLF and Held Calls panels. If the profile loaded does not contain the BLF and Held Call panels, you can not view
the Call History. For example, when the AdminTemplate3 default template is used you can not view the Call History
panel.
To view the call history:
1. Click View | History. The Call History details replace the BLF and Held Calls panels.
The call history pane is divided into the following tabs. Each tab displays a maximum of 100 calls. When the maximum
capacity is reached, the oldest record is deleted to add a new record. The number in brackets shows the number of calls
listed.
· In - Lists all calls received at your extension.
· Out - Lists all calls made from your extension.
· Missed - All the unanswered calls to your extension.
· All - Lists all the incoming, outgoing and missed calls.
Within each tab there are the following fields:
Field
Description
Call Status
Icon
·
·
·
Outgoing call: Indicates a call that was made from your extension.
Incoming call: Indicates a call that was made to your extension.
Missed call: Indicates a call that was not answered.
Number
Either the incoming telephone number or the telephone number that was called.
From
The name that is associated with the number in the directory on the main system or your local console
directory.
To
The name that is associated with the called number in the directory on the main system or your local
console directory.
Tag
Text that was entered to identify the call. See Adding Call Tag Text
Date & Time
The date and time that the call happened.
46
.
To make a call:
1. Double-click on the telephone number shown in the call history.
To clear the call history:
1. Right-click on the call history.
· Select Clear to remove all the calls from the currently selected tab.
· Select Clear All Tabs to remove all calls from all the tabs.
To return to the Held Calls and BLF panels view:
1. Click View | Call History again.
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1.5 BLF Panel
The Busy Lamp Field (BLF) panel displays named icons that represent dialable numbers. If the icon is for an internal user,
the user's status is indicated.
The panel uses tabs to group different sets of icons. You can switch between the groups by clicking the tab name.
The icons used for another internal user are:
· Unread Voicemail Messages
A yellow envelope indicates that the user has unread voicemail messages. The number of messages
appear in brackets.
· User Busy
A red circle with white cross indicates the user is busy.
· Forwarding All
A green circle with white arrow indicates that all calls to the user are currently being forwarded.
· Do Not Disturb
A blue circle with white cross indicates that the user has do not disturb switched on.
To use a BLF Icon as a speed dial:
1. Double-click on the required icon or right-click and select Call.
To change the icon view:
1. Right-click the BLF Panel and select View.
2. Select the view type required.
· Large Icons (Ctrl+Alt+G)
· Small Icons (Ctrl+Alt+S)
· List Icons (Ctrl+Alt+I)
· Details (Ctrl+Alt+D)
To change the icon arrangement:
1. Right-click the BLF Panel and select Arrange.
2. Select the way you want to arrange the icons.
· Name Order (Ctrl+Alt+N)
· Number Order (Ctrl+Alt+M)
· Status Order (Ctrl+Alt+U)
· New Messages Order
· Horizontally (Ctrl+Alt+H) - Available in small icons or large icons view.
· Vertically (Ctrl+Alt+V) - Available in small icons or large icons view.
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IP Office SoftConsole: BLF Panel
1.5.1 Add Members to a BLF Group
Members can be added to a BLF Group from the BLF Panel within the Main window.
To add a member to a BLF Group:
1. View the BLF Group in which the members need to be added.
2. Right-click within the BLF Panel.
3. Highlight New, click BLF Group Member. The New BLF Group Member dialog box opens.
4. Enter the name and the extension number.
5. Click OK to return to the BLF panel.
BLF Members can also be added by:
· Click within the BLF Panel and press Ctrl+Alt+B to open the New BLF Group Member window. Enter the name and
extension number. Click OK to return to the BLF Panel.
· Double-click within the BLF Panel to show the Edit BLF Group Properties window. Add members as required.
Click OK to return to the BLF Panel.
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1.6 Call Details Panel
The Call Details panel contains a side-by-side display of current call information. A slider positioned between the two
panels allows you to adjust the size of the panels as required.
The panel on the left contains details about the current calls. When a single call is in progress, either ringing or
connected, it contains details of that call.
If you have multiple call appearances set, additional calls can be shown when they arrive. Clicking the separate calls has
the same effect as pressing the matching call appearance buttons on the telephone, ie. it will answer the selected call
whilst putting any previously connected call on hold.
Details that can be shown for a single call are:
· Calling Name
The name associated with the calling number. For external calls this can be a name obtained from a calling
number match with the telephone system directory.
· Calling Number
The telephone number of the caller, if available.
· Called Name
The name associated with the called number.
· Called Number
The extension number the incoming call was routed to by the telephone system.
· Call Status
States the progress of a call. The border around the Call Details Panel changes color to indicate the status of a call.
See Appearance tab 53 in the Configuration section.
· Red - Alerting incoming call or alerting outgoing call.
· Green - Connected call, or call still being dialed.
· Yellow - Returned call. For example, a held call that has timed out from hold.
· Black - Idle.
· Duration
The length of time that the call is in its current state, for example ringing, connected, or held.
· Notes
This area displays notes or information about the call. For example, when a call returns the reason for the return is
shown. If annotation is attached to the call, the annotation is shown here. See Adding Text to a Call 46 in the
Features section.
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IP Office SoftConsole: Call Details Panel
1.7 The Status Bar
The status bar confirms that you are connected to the telephone system and the profile that you are using. There is also
an indication of the number of new messages and missed calls that you have had.
· Connected/Disconnected
Displays whether the console application is connected to the telephone system.
· IM Connected/IM Disconnected
Displays whether the console application is connected to the instant messaging server. See Instant Messaging
66
.
· Template/Profile
Shows which default template or saved user profile the console is using.
· Missed Calls
Shows the number of missed calls currently in the call history. See Viewing the Call History
13
· New Messages
Show the number of new messages in your mailbox. See Collecting Your Voicemail Messages
.
49
.
1.8 The Main Menu Bar
At the top of the screen is the main menu bar. Each menu can be opened by clicking the menu button. You can also open
the menu by pressing ALT and the underlined letter for the required menu. For example, press ALT+A to open the
Actions menu.
The options available in each menu are:
· File
Save the current console setup as a personal profile, login with a different profile or exit the console.
· View
Select to run console in normal or compact mode 12 and whether to view the call history 13 . Also select the
display language and whether to show or hide the toolbar. If logged on in administrator mode 69 , the BLF, held
calls and park slots panels can also be selected as shown or hidden. The option to view the call history is also
available, see Viewing the Call History 13 .
· Actions
This menu contains actions for call handling. Those that are unavailable are not applicable to the current call
situation. Keyboard shortcuts for the functions are also shown.
· Directory
Options to view, search, export and setup the directory.
· Tools
This menu gives access to menus for various functions.
· Help
Access to the help system and details about the console.
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1.9 Change Language
You can select which language in which you want to run the console. The console supports the following languages:
· Brazilian, Chinese (Simplified), Danish, Dutch, English (UK), English (US), Finnish, French, German, Italian,
Korean, Japanese, Latin Spanish, Norwegian, Portuguese, Russian, Spanish and Swedish.
To change the console language:
1. Click View and select Language.
2. Select the language required.
3. The console immediately changes to use the new language.
4. To save the change as part of your profile, click the
icon.
1.10 Multisite Network Features
Previously, some IP Office SoftConsole features were not supported for user, groups, etc. on other telephone systems in
a multisite network. For Release 9.0 and higher, the information provided by the telephone system to the console has
been enhanced to allow those existing console features to now be used across a multisite network. Affected features
are:
· Park slots
40
.
· Hunt group queue monitoring
41
and longest waiting call pickup
· Park against a busy extension
37
(Ctrl+B)
· Configuration of user forwarding, DND, etc
· Setting hunt groups in or out of service
· Call tagging
46
24
25
41
.
.
.
.
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Chapter 2.
Directory
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2. Directory
The console panel on the right usually displays the directory of telephone names and numbers. It can include the
directory entries from the telephone system, the console's own local directory and contacts from Outlook. Note that
changes to telephone system user, hunt group and directory entries are only updated when the console is restarted.
·
Call the selected entry
Make a call to the selected directory entry.
·
Edit the selected entry
Edit the properties of the selected directory entry. See Editing Directory Entry Properties
22
.
·
View Directory Items
Use the directory panel to view directory entries.
·
View Active Conferences
Use the directory panel to view conferences being hosted by the telephone system.
·
Show/Hide user entries
Show or hide user telephone system users in the directory panel.
·
Show/Hide group entries
Show or hide telephone system hunt groups in the directory panel.
·
Show/Hide directory entries
Show or hide telephone numbers from the telephone system directory, local console directory and or Outlook.
· You can select which directories are included, see Directories Tab
· You can edit the local console directory, see Incoming Calls Tab
30
57
.
.
Directory Icons
When viewing directory entries, the following icons are used for the different types of entry.
·
User
A user on the telephone system.
·
Hunt Group
A hunt group on the telephone system.
·
Directory
A directory entry from the telephone system directory or the local directory.
·
Outlook Contact
A contact from Outlook running on the same PC as the console.
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Directory:
Directory Entry Details
When the search has only one remaining match or when you double-click on a particular entry, the directory changes to
show details for that entry. The information to display can be configured through the console settings. See Directories
Tab 57 .
To return to the full directory listing, remove the text from the search box. Alternatively, select Directory | New Search
(Ctrl+S).
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2.1 Editing Directory Entry Properties
You can use the Directory Entry Properties window to edit the properties of the entry selected. All directory entries
have an icon that indicates the entry type.
·
·
·
User
A user is indicated by the icon. See The User Directory Entry Form
25
.
Directory
A directory entry is indicated by the icon. See The Directory Entry Form
Hunt Group
A group is indicated by the icon. See The Group Service Status Form
24
23
.
.
· Note: If the settings are updated by another method, for example using another application or through the users
phone, the values shown in the console are not automatically updated if already being displayed. The values
displayed in the console directory are those current when the user/group was selected.
To open a Directory Entry Properties form:
1. Click an entry in the directory.
2. Click
. The Directory Entry Properties form is shown for the selected entry.
3. Double-click a directory entry to see the properties in the directory panel. Double-click on the properties to show
the details in a directory properties form
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Directory: Editing Directory Entry Properties
2.1.1 The Directory Entry Form
The Directory Entry form that opens depends on whether the number is from the telephone system directory or from
the local console directory.
To open a directory entry properties form:
1. Click
2. Click
in the IP Office SoftConsole directory panel.
.
Telephone System Directory Number
The telephone system with which IP Office SoftConsole is working includes a directory of names and numbers. These are
used both for outward dialling and to match names to incoming caller numbers. Entries in the telephone system directory
are available to all users through directory functions on their telephones.
The only fields used for an telephone system directory number are the Name and Phone Number. These can not be
changed through the IP Office SoftConsole.
IP Office SoftConsole Directory Number
The console has a local directory that can be used for outgoing dialling and to match a name to an incoming call. When a
name match exists in both the telephone system directory and the console directory, the name in the console directory is
used. See Adding/Editing Local Entries 31 for details of the fields.
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2.1.2 The Group Service Status Form
You can change a hunt group's status between In Service or Out of Service.
· Note: If the settings are updated by another method, for example using another application or through the users
phone, the values shown in the console are not automatically updated if already being displayed. The values
displayed in the console directory are those current when the user/group was selected.
To open a group directory entry properties form:
1. Click
2. Click
group in the IP Office SoftConsole directory panel
. The Group Service Status window opens.
· Group Name
The name of the group being viewed.
· Service Status
You can change a hunt group's status between In Service or Out of Service. Depending on the telephone
system configuration, when Out of Service, calls go either to another destination or to voicemail. The ability to
use this feature is not enabled by default.
Note
·
A third status setting, Night Service, is set either automatically by time settings or by the use of special dialling
codes.
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Directory: Editing Directory Entry Properties
2.1.3 User Directory Properties
You can change the Do Not Disturb status, bar the user from making outgoing calls, alter the group status for individual
groups and change the forwarding settings.
To open a Users directory entry properties form:
1. Click
in the IP Office SoftConsole directory panel.
2. Click
. The Directory Entry Properties window opens.
3. Some details are for information only and cannot be changed. Those are the User Name, Extension, Full Name
and Logged In.
4. You can change the following details.
· Do Not Disturb
Shows whether the user is on do not disturb.
· Bar Outgoing Calls
The IP Office SoftConsole operator can control whether a user can make outgoing calls.
· Forwarding Button
Click this button to display the users forwarding settings. See The Forwarding Status Window
26
.
· Group Status
A list of the hunt groups that the user belongs. If the group is checked, the user is 'in group'.
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2.1.3.1 Setting Follow Me and Forwarding
You can view and change the forwarding status of a user. Calls to an extension can be diverted to a different telephone
number either internal or external. You can enter the destination telephone number and select whether all calls are
redirected or only external calls. See Follow Me and Forwarding Behaviour 28 . Mobile twinning can also be set in this
window. See Mobile Twinning 27 .
· Note: If the settings are updated by another method, for example using another application or through the users
phone, the values shown in the console are not automatically updated if already being displayed. The values
displayed in the console directory are those current when the user/group was selected.
To configure the forwarding options:
1. Click the required user
2. Click
in the IP Office SoftConsole directory panel.
.
3. Click Forwarding. The Forwarding Status window opens.
4. Type the destination telephone numbers in to the appropriate fields. Available numbers can also be selected from
your directory list.
· Right-click in a number field. The Forward Follow-me Number window opens.
· Select the telephone number required from the listing.
· Click Add.
5. Click OK to save your changes.
Notes
· For call appearance users 'Forward On Busy' is only used when all their call appearance buttons are busy.
· Some forwarding options require configuration within the telephone system, for example a user might be barred
from making outgoing calls. See your system administrator.
· You must enter an internal extension number as the Follow Me destination.
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Directory: Editing Directory Entry Properties
2.1.3.2 Mobile Twinning
If twinning is enabled in the telephone system, any incoming calls ring the extension number and the external 'twinned'
number. For example, a user's extension number rings as well as their mobile telephone. The call can be answered from
either the extension or mobile telephone. See your system administrator.
Notes
1. Mobile Twinning is a licensed feature.
2. If account codes are used, the user can not enter an account code when they answer a call at the external
telephone.
3. If the feature Do Not Disturb (DND) is selected any callers to the internal extension will hear the busy tone. The
user's external telephone will not ring. If a caller is entered in to the DND exception list only the internal telephone
rings. As a IP Office SoftConsole operator you can not add numbers to DND exception lists.
4. If any of the forward options are selected, both the external telephone and the extension where the calls are
forwarded to will ring.
5. If the option Follow Me is selected, only the extension that the calls are forwarded to will ring. The external
telephone number will not ring.
· Note: If the settings are updated by another method, for example using another application or through the users
phone, the values shown in the console are not automatically updated if already being displayed. The values
displayed in the console directory are those current when the user/group was selected.
To set mobile twinning:
1. Click the required user
2. Click
in the IP Office SoftConsole directory panel.
.
3. Click Forwarding. The Forwarding window opens.
4. Select Mobile Twining.
5. In the Mobile Twinning field, enter the telephone number that you want to 'twin' to the user's extension.
Telephone numbers must be entered with no spaces.
6. Click OK to save your changes.
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2.1.3.3 Follow Me and Forwarding Behaviour
Calls to an extension can be diverted to a different telephone number either internal or external. You can enter the
destination telephone number and select whether all calls are redirected or only external calls.
The types of forwarding that can be selected are:
· Follow me
28
.
· Forward unconditional
· Forward on busy
29
29
.
29
.
.
· Forward on no answer
Follow Me
When selected, ALL your calls are forwarded to the entered 'Follow Me' extension number. This is used for temporary
redirection when you are away from your own extension but are available on another extension. You must enter an
internal extension number as the Follow Me destination.
· Calls can be made from your original extension. The only calls that can be received at your original extension are
calls made from the Follow Me destination extension.
· Any Speed Dial associated with your original extension number does not indicate that the calls are being
forwarded to another number.
· If the Follow Me destination extension is busy or there is no answer, the call is transferred to your voicemail.
· If you have set an absent message, the text is displayed to callers. If Absent text is active at the destination
extension it will not be displayed as your absent message has priority. See Setting an Absent Message.
If you have forwarding options selected, the Follow Me behaviour can change.
Forwarding Options
Selected
Follow Me Behaviour
Forward Unconditional
Setting is ignored when Follow Me is selected.
Forward on Busy
If the Follow Me destination extension is busy, the call is forwarded to your Forward on Busy
destination. If there is no answer at the Forward on busy extension then the call is transferred
to your voicemail, if available.
Forward on No Answer. If there is no answer at the Follow Me destination extension the Forward on no answer setting
is ignored and the call is transferred to your voicemail, if available.
Note
· If an option is selected, but there is no destination entered, the option is ignored. For example, Anne Webb (ext
206) diverts all her calls to extension 207 using Follow Me. There is an incoming call for Anne.
Scenario
Forward on Busy/No Answer options No Forward options selected
selected
Extension 207 is busy.
Caller is transferred to Anne’s Forward
on Busy number specified.
There is no answer at
extension 207.
Caller is transferred to Anne’s voicemail. Caller is transferred to Anne’s voicemail.
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Caller is transferred to Anne’s voicemail.
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Directory: Editing Directory Entry Properties
Forward Unconditional
If Forward Unconditional is selected and a destination number entered, ALL your calls can be re-directed. The destination
can be an extension number or if enabled an external number. See your system administrator.
· The Forward Unconditional option is ignored when the Follow Me option is selected.
· If the option Forward Hunt Group Calls is selected it only applies to hunt groups that are configured for sequential
or rotary ringing mode. See your system administrator. It includes internal calls to the hunt group regardless of
the Forward Internal Calls setting.
· The options 'Forward on Busy' and 'Forward On No Answer' are unavailable.
· You can still make outgoing calls from your extension. The only calls that you can receive when all your calls are
forwarded are calls made from the Forward unconditional destination number.
· If you have set an absent message, the text is displayed to callers. If Absent text is active at the destination
extension it will not be displayed as your absent message has priority. See Setting an Absent Message.
Forward
Forward
Uncondition
Hunt
al
Group
Calls
Forward Call Behaviour
Internal
Calls
All calls are redirected to the Forward Unconditional destination number.
External calls and hunt group calls received by your extension are redirected to
the Forward Unconditional destination number. Internal calls are presented to
your extension.
External calls are redirected to the Forward Unconditional destination number.
Internal calls, including any hunt group calls, are presented to your extension.
Forward on Busy / No Answer
When selected your calls are redirected to the number entered in the forward on Busy/No Answer field. The same
number is used for calls forwarded when your extension is busy or not answered.
· If either the Forward on Busy or Forward on No Answer options are selected and no forward number entered, the
calls are forwarded to the number set in the forward unconditional section.
· The first time Forward on No Answer is selected, the option Forward Internal Calls is automatically selected. If
Forward Internal Calls and Forward On No Answer are de-selected, the next time Forward On No Answer is
selected, the option Forward Internal Calls is not automatically selected.
· If you have set an absent message, the text is displayed to callers when the Forward on No Answer forwarding
option is selected. If Absent text is active at the destination extension it will not be displayed as your absent text
has priority. See Setting an Absent Message.
· If you have set an absent message, the text is displayed to callers when the Forward on Busy forwarding option is
selected. If Absent text is active at the destination extension your absent text will not be shown. The destination
extension's absent text has priority. See Setting an Absent Message.
Forward Forward
on Busy
on No
Answer
Forward Call Behaviour
Internal
Calls
External calls are forwarded to the specified number when your extension is busy.
Internal calls are transferred to your voicemail, if available.
All calls (internal and external) are forwarded to the specified number when your
extension is busy.
External calls are forwarded to the specified number when your extension is not
answered. Internal calls are transferred to your voicemail, if available.
All calls (internal and external) are forwarded to the specified number when your
extension is not answered.
External calls are forwarded to the specified number when your extension is not
answered or your extension is busy. Internal calls are transferred to your voicemail, if
available.
All calls (internal and external) are forwarded to the specified number when your
extension is not answered or is busy.
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2.2 The Local Directory
You can setup directory names and numbers. These can then be shown in the directory panel as the console's local
directory. The directory numbers can be used to make outgoing calls. They can also be used to provide a name match
against the calling number on incoming calls.
You can also associate a specific script to display and/or media file to be played when the console receives a call from a
matching number.
To view the local directory:
1. Click
Preferences and select the Incoming Calls tab. Alternatively, select Tools | Preferences-Configure |
Incoming Calls.
2. The current console directory entries are listed. Select the action to perform using the available buttons:
· New
Add a new directory entry. See Configuring Directory Lists
· Edit
Edit the selected entry. See Configuring Directory Lists
31
31
.
.
· Delete
Delete the selected entry.
· Open Directory File
Change the file being used for storing the console's local directory entries. The entries in the selected file are
then listed and used.
· Default Call Handling
You can set a default script and/or default sound file. These are used when the incoming call does not match a
specific number which has its own script or sound file defined.
· Script File
The script can be a.TXT or .RTF file. The script is displayed in the directory panel when an incoming call is
received and answered.
· Media File
The file is a .WAV file. The sound is played by the console PC.
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Directory: The Local Directory
2.2.1 Adding/Editng Local Entries
From the Incoming Calls tab
30
, you can create new entries and edit the properties of existing entries.
To add or edit a local directory entry:
1. Click
Preferences and select the Incoming Calls tab. Alternatively, select Tools | Preferences-Configure |
Incoming Calls.
· To add a new entry, click Add.
· To edit an existing entry, select the entry and click Edit.
2. The local directory entry properties menu is displayed.
· Name
The name that you want associated with the directory entry.
· Number
The telephone number that is dialed when the directory entry is selected. This number is also used for
matching against incoming calls.
· Script File
A script can be associated with the directory entry. When an incoming call matches the directory number, the
script is displayed in the directory panel. The script can be a.TXT or .RTF file.
· Media File
A sound file can be associated with the directory entry. When an incoming call matches the directory number,
the file is played by the console PC. The file is a .WAV file.
3. Click OK.
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Chapter 3.
Call Handling
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3. Call Handling
3.1 Answering a Call
When an incoming call is received, the Call Details panel is outlined in red and displays information about the caller. If, in
the IP Office SoftConsole directory, a script file is associated with the incoming number, the script is shown in the right
call panel.
To answer an incoming call:
1. Use any of the following methods:
· Press Enter.
· Click
.
· Click Actions | Answer Call.
· Pick up the handset if using your telephone.
· Double-click in the Call Details Panel.
2. When a call is answered the caller information is outlined in green. If a script is showing, to remove it, click the
Close Script button or press Enter again.
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Call Handling: Answering a Call
3.2 Making a Call
There are several ways to make a call from IP Office SoftConsole.
To make a call:
1. Use one of the following methods:
· Dial from your telephone.
· Double-click on a specific BLF to speed dial the associated number.
· Locate and select a directory entry and then click
· Click
or press F12.
or press F12 to see the Make Call screen.
Using the Make Call Screen:
1. When you click
or press F12, the Make Call screen opens.
2. Select the directory that you want to search. You can select more than one directory.
3. Start entering the name in the Name field. The entries that match the text entered are shown. When the required
number can be seen in the listing, click it once. The number is transferred to the Number field. When there is only
one match, the number is automatically transferred to the Number field.
4. Enter a tag message if required. See Adding Text to a Call
46
.
5. Select the required action:
· Make a Call - Place a call on the selected number.
· Voicemail - Leave a message for the user.
· Ringback - When an extension number is busy, click Ringback. When the extension becomes free, it rings
your extension.
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3.3 Using the Dial Pad
You can use the Dial Pad to dial a telephone number.
To make a call using Dial Pad:
1. Click Tools | Dial Pad. The Dial Pad window opens. Alternatively, click
.
2. Enter the required telephone number into the 'Number to Dial' field. Use the dial characters on the Dial Pad or the
keyboard.
3. Enter any notes for the call in the Call Notes area. These are used as the call tag text. See Adding Call Tag Text
.
46
4. Click Dial to start the call.
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Call Handling: Using the Dial Pad
3.4 Unsupervised Transfers
You can transfer a call by:
· Pressing F2.
· Click Actions | Transfer Call.
· Drag & drop the call on to the extension within the Directory panel.
· Drag & drop the call on to the required BLF.
You can be configured to have unanswered calls returned. See your system administrator. When a call is returned,
(NoAns) is shown in the Call Details panel.
To transfer a call without answering it:
If you recognizes a calling name or number, the incoming call can be transferred without the call being answered.
1. Enter the destination extension number in the SEARCH field.
· If the match status is shown as Busy, the call can be put on hold against the extension number by pressing
Ctrl+B. The caller is put on hold against that extension until either the extension becomes free or the
system's Park Timeout occurs (by default 5 minutes). The call then returns to the operator indicating why it is
being returned, for example, timeout or that the target extension is now free. If free, you can use Ctrl+R to
re-attempt the transfer 37 .
2. Click
. The incoming call is transferred to the destination extension and cleared from the screen.
3.5 Supervised Transfers
When you need to consult a user to verify that they are free to accept a call, a consultation call is needed. Making a
transfer in this way is referred to as a supervised transfer.
To make a consultation call:
1. Enter the extension number or user name in the directory SEARCH field.
2. If the extension is free, either click
in the directory panel or press F12. The progress of the outgoing call can
be heard. The original call is put on hold.
3. Once the call is answered:
· If the incoming call is accepted for transfer, complete the transfer by clicking
or pressing Ctrl+T.
· If the user does not want to receive the incoming call, finish the consultation call by clicking
End. Return to the original caller by taking them off hold.
or pressing
3.6 Re-Attempt Transfer
When a call is held against a busy extension 37 using Ctrl+B, when that extension becomes free the call is represented
to the IP Office SoftConsole with a yellow border and indicating that the original target extension is now free. At this
point you can either answer the call to do a normal supervised 37 or unsupervised transfer 37 or you can use Ctrl+R to
do an immediate unsupervised transfer without answering the call.
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3.7 Transfer a Call to Voicemail
If an incoming caller wants to leave a message for a user, the caller can be transferred to a user's voicemail.
To transfer a call to voicemail:
1. Press F3. Alternatively, click Actions | Voicemail Transfer.
2. Select the directory required. Both Show HuntGroups and Show Users can be selected.
3. Start entering the name into the Name field.
4. Click Voicemail when the extension number appears in the Number field.
Note
· Another way to transfer a call to voicemail is to select the extension number in the directory panel and then press
F3.
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Call Handling: Transfer a Call to Voicemail
3.8 Using Hold
A call can be put on hold so that you can perform another task.
To place the current connected call on hold:
1. Click
or press F4. To hold and answer the next call in one action, press F7.
2. The time a call remains on hold, if you are free, is controlled by the telephone system. The default is 15 seconds.
See your system administrator.
The Held Calls Panel
The Held Call Panel contains a list of all the held calls. You can sort the list by clicking the corresponding column header.
Clicking a row in the list selects the call so you can answer or transfer that call.
·
Answer the selected held call
·
Answer the longest held call
·
Conference the held calls
·
Transfer the selected held call
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3.9 Parking a Call
You might need to temporarily "park" a call to handle some other tasks. An example of parking is where an incoming
caller needs to speak to someone urgently but they can not be found. The call can be parked in slot "1", and the specific
user paged to pick up the call on "1". See Using Page 49 .
Calls remain parked for a specific length of time before being returned to the operator. For more information on the park
time, see your system administrator.
IP Office SoftConsole provides parking slots for 16 calls, all with a specific park ID. See Configuring Park Slots
62
.
When a call is parked in one of the park slots, the button label provides information about the call. When a park slot is
vacant, the button label shows the park slot ID. All operators can see when the call is picked up or ended. Anyone can
answer a parked call. See Collecting a Parked Call 40 .
To park a call:
1. While connected to the call, click on a vacant park slot button to park the call in that slot.
2. The parked call displays information regarding the call, for example the source number of call.
To unpark a call:
1. When a call is parked in a park slot, click the relevant Park Slot button to unpark the call.
The default keyboard shortcuts are Alt+F1 to F12 for buttons 1 to 12 and then Shift+F9 to F12 for buttons 13 to 16.
3.10 Collecting a Parked Call
When you park a call, the call can be picked up by any other user who knows the park slot number. To pick up a parked
call do one of the following:
· Dial the default short code, *38*N# replacing N with the park slot number.
· If console users have a park slot button set to the same park slot number, the button indicates the parked call.
They can click the button to unpark the call.
· On Avaya telephones with programmable buttons, those buttons can be programmed to match particular park slot
numbers. The button indicates when a call is parked in that park slot and can be pressed to unpark the call.
3.11 Reclaiming a Call
You can attempt to reclaim the last incoming call presented to the console. This includes calls that rang but were then
answered elsewhere. The reclaim feature is useful if you suspect a call was transferred to the wrong number or is still
ringing unanswered.
· When working in a group of console users, the reclaim function may reclaim a call that was presented to you but
then answered by one of the other IP Office SoftConsole users.
To reclaim the last call handled:
1. Press F6 or click Actions | Reclaim Call.
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Call Handling: Reclaiming a Call
3.12 Monitoring Queues
Hunt groups can be configured with queuing. When their are more calls waiting to be answered than agents available to
answer, the additional calls are queued. You can configure your console to monitor up to 8 hunt group queues. See
Configuring Queues 63 .
The number of calls held in a queue is indicated by a bar graph. The total number of calls is shown at the end of the bar
graph. Each call is shown as a white box, if the alarm threshold has not been exceeded. If the number of calls in the
queue exceeds the alarm threshold, the calls exceeding the threshold are shown as an amber box.
The longest length of time a call is in the queue is indicated in the text box at the end of the graph. The time is updated
whenever a call is queued. The time is shown in white if the longest wait time alarm threshold has not been exceeded.
The time changes to being amber if the longest wait time is exceeded.
When the mouse pointer is moved over an active Queue Call bar information is shown about the queue. The Queue
Name, number of calls in the queue, number of Recall calls and the queue status either normal or alarmed is listed.
3.12.1 Answering a Queued Call
Any console operator can answer queued calls. You do not have to be a member of the hunt group.
To answer a queued call:
1. Click the Queue Name button. The first call in the queue is presented to you. Alternatively, press Shift+F1 to
Shift+F8.
2. Answer the call in the normal way.
Note
· If you are a member of a hunt group, a queued call is automatically presented in the Current Call Information
panel. The name of the hunt group is shown in the Calling Name field. You can answer the call in the normal way.
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3.13 Conferences
A IP Office SoftConsole operator can create conferences. They can also add callers to a conference hosted by the
telephone system. This can be done is several ways:
· Conference Held Calls 43
You can place several calls on hold and then start a conference between those calls.
· Use Conference Rooms 44
Console has two conference rooms where conferences can be created. The indicated conference users can be
invited to join the conference. If Voicemail Pro is installed, the invitation to join a conference is automated.
· Viewing Existing Conferences and Add Users 43
You can view all existing conferences and add a caller to any of those conferences.
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Call Handling: Conferences
3.13.1 Conferencing Held Calls
Using IP Office SoftConsole, multiple calls can be held and then a conference started between the held calls. This is the
simplest method for starting a small ad-hoc conference of three or four parties. For more information about creating
larger conferences, see Using the Conference Rooms 44 .
To conference held calls:
1. Call and then place each user to be conferenced on hold.
2. Press the
3. Click
Conference button.
Hang Up to remove yourself from the conference call.
3.13.2 Viewing Conferences
You can use the Directory Panel to view any current conferences on the telephone system. The conferences listed
includes ad-hoc conferences started by other users and any IP Office SoftConsole conferences.
To view a conference:
·
Click
in the Directory panel. The conference name and host is listed for IP Office SoftConsole conferences.
For other conferences, just the conference number is shown.
3.13.3 Adding Users to a Conference
You can add a caller to any conference running on the telephone system.
To add a caller to conference:
1. Answer or make a call to a user.
2. Click
in the Directory panel to display the current conferences.
3. Click the required conference.
4. Click Actions | Add to Conference.
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3.13.4 Using the Conference Rooms
The
and
buttons in the main toolbar represent the two conference rooms. You can use the conference rooms to
start conferences with multiple members. If Voicemail Pro is available, it can automatically call each party and ask them
to join the conference.
Click either button to find out if the conference room is in use. If a conference room is in use, the BLFs in the Conference
Room window show the delegates status.
Not Invited.
Invited.
Joined.
Declined.
Unavailable
If the conference buttons are available, you can create a conference. If the buttons are unavailable, the conference room
names have not been created. See Conference Configuration 56 in the Configuring IP Office SoftConsole section.
To create a conference:
1. Click either
Conference Room 1 or
Conference Room 2. A conference room window opens. If the conference
room is not currently in use, the window is blank. If it is in use, the current members of the conference are shown.
2. In the Conference Description area, type the subject of the conference. The subject only shows on the
conference room form.
3. In the Conference Host area, type the name of the person who has requested the conference. The name is
shown when viewing current system conferences in the directory panel. See Viewing Conferences 43 .
4. Enter the users for the conference. Click the Add Users button and select the users from the directory list. If a
user is added by mistake, right-click the user BLF and select Remove.
5. Invite the users to the conference.
a. Using Voicemail Pro if present:
Users can be invited by clicking the Invite button. The BLF icons show with a yellow outline. Each user is rung
and invited to the conference. The voicemail server will invite users in batches of up to 5 depending on
available connections. When the user answers, they are invited to join the conference. The Conference BLFs
change automatically to indicate the user's response. The user responds by:
· Press 1 to accept the invitation.
· Press 2 to decline the invitation.
· Press 3 to indicate that they are unavailable.
b. Inviting Users Manually:
Right-click on each user and select Call. If they accept, click either Add to conference room 1 or Add to
conference room 2 from the Actions menu. If the user is unavailable or has declined the invitation, end the
call, and right-click on the BLF to change the status accordingly to record the delegates response.
6. Once a conference is in progress additional users can be added using Add to conference Room 1 or Add to
Conference Room 2 action. You can add users to a conference room by dragging and dropping a BLF in to the
conference window. BLFs representing both internal and external numbers can be used.
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Call Handling: Conferences
To change the conference room view:
1. Right-click in the Conference Room Window.
2. Select View from the pop-up menu. The view types available are large icons, small icons, a list of icons or the
details.
To change the way the icons are arranged:
· Right-click in the Conference Room Window.
· Select Arrange from the pop-up menu. The ways you can arrange the icons are by name, number or by status.
To change the status of a user:
1. Right-click on the user's BLF.
2. Select Change Status.
3. Select the status required. The status types are Not invited, Invited, Joined, Declined, or Unavailable.
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3.14 Adding Call Tag Text
Text can be associated with a call by the telephone system or by any user on the call. This feature is known as call
tagging. The text remains with the call when it is transferred and is displayed on the telephones if internal. The text is
also recorded within the call history, see Viewing the Call History 13 . For users with one-X Portal for IP Office, it appears
as the call subject.
You can add a call tag when making 35 or transferring
while connected to the call using the process below.
37
a call with the console. Alternatively, you can add a call tag
By default, the length of a message is up to 16 characters. However, this can be changed, see Administrator Mode
Overview 69 .
To add text to a call:
1. Click Actions | Annotate Call. Alternatively, press F11.
2. Type the required details. Alphanumeric characters can be used but not commas. Click OK.
3.15 Door Release
You can open a controlled door without leaving your desk. For example, the telephone switch can be connected to a relay
that controls the loading bay door. When someone requires access to the loading bay, you can unlock the door to allow
entry. The Door Release option is unavailable until you configure a door name. See Configuring Door Release 58 .
Up to 2 doors can be controlled using IP Office SoftConsole. The doors are released for 5 seconds by default.
To open a door:
1. Click Tools | Door Release.
2. Click the required door name to release the door.
3.16 Intrude
This is only available if you have permission to intrude and the other internal parties have given permission to allow
intrude to happen. For more information on how to configure this option, see your system administrator.
To intrude on a user who is active on a call:
1. Locate the user in the directory panel.
2. Click Actions | Intrude. Alternatively, press F9.
3. Speak to the user. Both people on the call can hear you.
4. Click
Hang Up to finish. Alternatively, click Actions | Hang Up or press the End button to end the call.
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Call Handling: Intrude
3.17 Sending a Text Message
You can send a short text message to a user phone. The message appears on the display of most Avaya telephones. The
Send Message feature is less disruptive then intruding on a call. The result of using Send Message depends on the user's
telephone type and whether they are on a call or not.
· By default, the maximum length of a message is 16 characters. However, this can be altered, see Administrator
Mode Overview 69 .
· When a message is sent to an Avaya DS Port display telephone the message lights the telephone message lamp.
This happens whether the telephone is free or on a call. If the telephone is free, the message text is shown. If on
a call, the text is shown after the user completes the current call.
To send a text message:
1. Locate the user in the directory.
2. Click Action | Send Message. Alternatively, press Ctrl+M. The extension number field is automatically
completed from information showing in the directory.
3. Enter the message and press OK.
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3.18 Instant Messaging
The console can be configured to support instant messaging
select and send instant messages to a user.
66
. When enabled, you can use the console directory to
The other user must be using an application that also supports instant messaging. That can be one-X Portal for IP Office,
one of the one-X Portal for IP Office plug-ins, one-X Mobile Preferred for IP Office or one-X Communicator.
To instant message a user:
1. In the Directory pane, locate the required user. Right-click on the user and select Send Instant Message.
Alternately, press Ctrl+.
2. The separate instant messaging window opens.
3. Enter the message in the box at the base of the window and click Send.
4. You can switch between the instant messaging window and the console without interrupting the operation of
either. However, closing the instant messaging window will end any current chat sessions you have in that
window.
3.19 Recording a Call
Current calls can be recorded, either a complete call or just part of the call. Recordings are paused when a call is put on
hold or parked. When you connect to the call again the recording will resume. When Conference calls are being recorded,
the recording continues when another caller is added to the conference. Recordings are only supported when Voicemail
Pro is installed.
To record the current call conversation:
1. Click
Record Call. Alternatively, click Actions | Record Call or press F5.
2. By default the conversation is recorded into the operators own voice mailbox.
To finish recording:
1. Click
Record Call. Alternatively, click Actions | Record Call or press F5.
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Call Handling: Recording a Call
3.20 Using Page
You can broadcast to a group of people. For example, an incoming caller needs to speak to someone urgently but they
can not be found. The call can be parked and then a message broadcast for the user to pick up the call. The page is
heard at any telephone extension that has a hands free speaker and is not being used.
To broadcast a message:
1. Click
Page. The Group Page window opens. Alternatively, click Actions | Page or press F10.
2. Select the group to broadcast to and click OK.
3. Speak the message.
4. Click
Hang Up to end the page. Alternatively, click Actions | Hang Up or press the End button.
3.21 Send Email
If you have Microsoft Outlook installed on the same PC, you can use console to send emails to users in the directory.
To send an email message:
1. Click Tools | Send Email. The email message form opens. Alternatively, press Ctrl+E.
2. Complete the details as required and send the email in the usual way.
3.22 Collecting Your Voicemail Messages
The console status bar indicates when you have new messages in your mailbox.
To collect your messages:
1. Double-click the area that shows the number of new messages. Alternatively, press Ctrl+V.
2. You are connected to the voicemail server.
3. If you are using your own extension, press #. Otherwise, enter your extension number and press #.
4. Enter your voicemail password and press #.
5. When you have successfully logged in to your mailbox, you hear an announcement to tell you about the messages
that you have.
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Chapter 4.
Configuring SoftConsole
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4. Configuring SoftConsole
The console Preferences menus allow you to configure a range of console settings.
· Appearance 53
Change the general appearance of the console. For example, the font used and the colors used to indicate call
status.
· BLF Groups 54
BLF Groups can be created, edited and deleted. The order that the groups are shown can also be rearranged.
· Conferencing 56
Enter the names of the Conference rooms.
· Directories 57
Specify what directory information can be included in the directory display and what information can be included in
the properties of individual entries.
· Door Release 58
Enter a door name for the option to become active.
· Incoming Calls 30
You can provide a name match against an incoming calls. A specific script or media file can be played on calls
from a matching number.
· Keyboard Actions 59
You can customize the default actions performed by the console when you start typing text or a number.
· Keyboard Mapping 60
You can see and change the keyboard short cuts used for different console functions.
· Park Slots 61
Specify the park slot buttons that are available and what park slot IDs are associated with those buttons.
· Queue Mode 63
Configure and monitor up to eight hunt group queues.
· SoftConsole 65
Configure how the console saves any changes that you make to the screen layout and behaviour when minimized
or closed.
· one-X Portal Server 66
Configure whether the console supports instant messaging and set the address details of the messaging server.
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Configuring SoftConsole:
4.1 Appearance Tab
From the Appearance tab, you can change the general appearance of the IP Office SoftConsole. For example, you can
change the font used, the colors used to indicate call status and the whole skin of the application. For more information
about skins, see the Applications Installation and Administration manual.
To change the console appearance:
1. Click
Preferences and select the Appearance tab. Alternatively, select Tools | Preferences-Configure |
Appearance.
2. Change the settings as required.
· Font
Use the drop-down list to select the font required.
· Apply Custom Skin
Check this option to select and use a custom skin. A skin is a set of files defining the whole appearance of the
console. By default, no additional skins are supplied.
· Custom Skin
If selected, you can browse to the location of the skin definition file.
· Call Status
You can set the colors that are used for the border of the Call Details panel. Different colors can be set for:
· Idle
· Alerting - Incoming
· Alerting - Outgoing
· Connected
· Return Call
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4.2 BLF Groups Tab
Busy Lamp Field (BLF) icons provide user status and speed dials at a glance. You can also add icons for other numbers
though they only act as speed dials. By grouping the BLF icons, you can have them shown on different named tabs.
To view the BLF Groups configuration tab:
1. Click
Preferences - Configure | BLF Groups. Alternatively, click Tools | Preferences-Configure | BLF
Groups.
2. The menu displays the name of each group and the names of its members. You can use the control buttons to
adjust the BLF groups.
· New
Create a new group. See Configuring BLF Groups
55
.
· Edit
Edit the current select group. See Configuring BLF Groups
55
.
· Delete
Deletes the current selected group.
· Move Up/Move Down
The BLF tab sheets in the BLF Panel are presented in the same order that the BLF Groups appear in the list.
To reorder the BLF Groups, select a BLF Group and click Move Up or Move Down. The group's position is
moved up or down one position in the list.
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Configuring SoftConsole: BLF Groups Tab
4.2.1 Configuring BLF Groups
You can group BLF icons so that similar icons are grouped together. For example, the regular extension numbers that you
use for the sales team are grouped together.
To create a new BLF Group:
1. Click
Preferences - Configure | BLF Groups | New. Alternatively, click Tools | Preferences-Configure |
BLF Groups | New.
2. Enter a unique BLF Group Name.
3. Select the required member from the 'Members not in BLF Group' list, and then click Add.
4. The details show in the 'BLF Group Members' list on the right side of the dialog box. To add more than one
member at a time, hold down the Ctrl key and click each member. When all members are selected, click the Add
button.
5. Click OK when all members for a group are added. You are returned to the BLF Groups configuration form. The
new BLF Group is added to the end of the list.
To open a new BLF group window from the main screen:
1. Right-click in a blank area of the BLF Panel to display a pop-up menu.
2. Click New | BLF Group. The New BLF Group window opens.
To edit a BLF Group:
1. Click
Preferences - Configure | BLF Groups. Alternatively, click Tools | Preferences-Configure | BLF
Groups.
2. Select the BLF group you want to change.
3. Click Edit.
4. Add or remove group members.
5. Click OK to save the changes.
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4.3 Conferencing Tab
You can name the two conference rooms supported by the console. The names appear on the telephone displays of
internal users in the conference room. If the conference rooms are not named, they are unavailable.
To view the Conferencing configuration tab:
1. Click
Preferences and select the Conferencing tab. Alternatively, select Tools | Preferences-Configure |
Conferencing.
2. For each conference room, enter the name required. The names can contain up to 10 characters and must be
unique.
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Configuring SoftConsole: Conferencing Tab
4.4 Directories Tab
You can specify the directory information that is included in the directory display
that is included in the properties of individual entries.
20
. You can also specify the information
To view the Directories configuration tab:
1. Click
Preferences and select the Directories tab. Alternatively, select Tools | Preferences-Configure |
Directories.
2. Directory Access Section
When
is pressed in the directory, it shows directory numbers other than users and groups. The Directory
Access options specify from where those other directory numbers are obtained.
· SoftConsole Local Directory
These are directory numbers and associated names stored by the IP Office SoftConsole. See Incoming Calls
Tab 30 .
· IP System Directory
These are directory numbers and associated names stored on the telephone system and shared by all users.
· Microsoft Outlook Contacts Folder
This options allows address book entries from Outlook running on the same PC to be included in the directory.
Note that this feature requires Outlook to be running with Administrator privileges.
3. Display Fields for Search Results Section
When a directory search matches an individual directory entry, the directory panel display a range of information
about entry. The Display Fields for Search Results options specify which information fields are shown.
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4.5 Door Release Tab
The Door names must be entered before you can use IP Office SoftConsole to control a door. When the names have been
entered you can control the door using IP Office SoftConsole.
To enter the door names:
1. Click
Preferences and select the Door Release tab. Alternatively, select Tools | Preferences-Configure |
Door Release.
2. In the Door Name field, type the name that you want to use for the door. For example, the door to the Loading
Bay might be named 'Loading Bay'.
3. The Entry Code field contains the number of the door relay to activate, either 1 or 2. The entry codes can not be
changed.
4. Click OK to save your changes.
5. You can now open a door by selecting Door Release in the Tools menu. You then select the door name from the
menu.
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Configuring SoftConsole: Door Release Tab
4.6 Keyboard Actions Tab
You can specify what happens in IP Office SoftConsole when you start pressing alphabetic or numeric keyboard
characters.
To view the Keyboard Actions configuration tab:
1. Click
Preferences and select the Keyboard Actions tab. Alternatively, select Tools | PreferencesConfigure | Keyboard Actions.
2. Select the required default action for alphabetic keystrokes. The options are:
· Begin Directory Search. This is the default setting.
· Open Call Annotation Window.
3. Select the required default action for numeric keystrokes. The options are:
· Begin Directory Search. This is the default setting.
· Open Pop-up Dial Pad.
Maximum Length for Call Notes
The Maximum Length for Call Notes field is only visible when running the console in administrator mode. See
Administrator Mode 69 . The length specified also applies to text messages sent with Send Message 47 . The default is
16 characters. If this value is increased, the note might not be fully shown on all telephones and applications.
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4.7 Keyboard Mapping Tab
You can see and if required change the keyboard short cuts used by the console. See Short Cut Keys
74
.
To view the Keyboard Mapping configuration tab:
1. Click
Preferences and select the Keyboard Mapping tab. Alternatively, select Tools | PreferencesConfigure | Keyboard Mapping.
2. You can use the Category drop-down to select which sets of short cuts are shown.
3. To change a short cut:
a. Click the current short cut key.
b. Use the drop-down control that opens to select the required new short cut. If the new short cut is already in
use, a warning is shown.
4. You can reset all the short cuts back to their defaults by clicking Reset All.
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Configuring SoftConsole: Keyboard Mapping Tab
4.8 Park Slots Tab
You can set how many park slot buttons are available and what park slot IDs are associated with those buttons.
To view the Park Slots configuration tab:
1. Click
Slots.
Preferences and select the Park Slots tab. Alternatively, select Tools | Preferences-Configure | Park
· New
Allows a new button to be added up to a maximum of 16 buttons. See the section Configuring Park Slots
62
.
· Edit
Allows you to change the park slot ID of the current selected button. See the section Configuring Park Slots
62 .
· Delete
Remove the selected park slot from the list.
· Move Up / Move Down
The order of the configured park slots can be changed by moving the selected park slot up or down.
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4.8.1 Configuring Park Slots
From the Park Slots tab
61
you can create new entries and edit the properties of existing entries.
· Park Slot ID
Each ID can be alphanumeric, containing both numbers and letters. The ID should not include spaces.
· If a secure parking slot is required for private use, configure the Park ID with text. The call cannot then be
unparked using normal telephone dialling. The call can only be unparked using an application park slot button
set to the same text.
· Short Cut
A keyboard short cut that enables the operator to park or unpark a call into a specific park slot. The short cuts can
also be edited through the Keyboard Mapping 60 menu.
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Configuring SoftConsole: Park Slots Tab
4.9 Queue Mode Tab
A queue monitor can be configured for a specific hunt group. The hunt group needs to be created on the telephone
system with queuing enabled.
You can configure and monitor up to eight queues. One of the queues is configured as a recall queue.
To view the queue configuration tab:
1.
Click
Preferences and select the Queue Mode tab. Alternatively, select Tools | Preferences-Configure |
Queue Mode.
2.
Details of queues the are being monitored are shown. For each queue, the alarm thresholds are shown. The
alarm thresholds are the number of calls and longest waiting call.
· The Recall Queue shows calls that were queued, answered and then transferred but the transfer was not
answered. Instead of the call being returned to the end of the original queue, the call is placed into a new
queue called Recall.
3.
Queues can be edited using the buttons:
· New
Add a new queue to monitor. See Configuring Queues
64
.
· Edit
Change the current selected queues settings. See Configuring Queues
64
.
· Delete
Delete the current selected queue.
· Move Up/Move Down
Adjust the order of display of the queues.
4.
Color Preferences
You can adjust the colors used by the queue for normal and alarm conditions.
5.
Alarm Handling
You can set what happens when a queue goes over its alarm threshold. The options are:
· Automatically restore SoftConsole
· Ask me whether to restore SoftConsole
· Ignore the alarm
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4.9.1 Configuring Queues
When you select Edit or Create from the Queue Mode tab 63 the Queue Properties screen opens. If you have selected an
existing queue, the details of the queue are entered in the form.
The fields show the queue details. Details that are amended are applied to the selected queue.
· Queue Name
A list of available queues. Select the queue required.
· Shortcut
Select the shortcut key combination required for the new queue.
· Alarm Settings
· Number of Calls in Queue
This option can be turned on or off. This alarm occurs when the number of calls within a queue reaches the
number specified in the calls box.
· Calls
The number of calls within a queue before an alarm occurs.
· Longest Waiting Time
This option can be turned on or off. If on an alarm occurs when the call wait time reaches the time specified in
the seconds box.
· Seconds
The number of seconds a call waits within the queue before an alarm occurs.
· Play Media File
When an alarm state is reached a specific sound can occur as an alarm. If a media file is to be associated with
an alarm, click Browse for Media File and locate the file.
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Configuring SoftConsole: Queue Mode Tab
4.10 SoftConsole Tab
You can set how IP Office SoftConsole saves any changes that you make to the screen layout and behavior when
minimized or closed.
To view the console configuration tab:
1. Click
Preferences and select the SoftConsole tab. Alternatively, select Tools | Preferences-Configure |
SoftConsole.
2. Select the general options required:
· Pop SoftConsole
If selected, when an incoming call is received, the console is brought to the front of any other applications
that are running.
· Hide on Close
This option minimizes the console to the system tray in the Windows Taskbar when you close the application
rather than exiting the application. You can still close the console by clicking on the
and selecting Exit.
3. Select the save mode required for profile changes
68
icon in the system tray
:
· Automatically Save Changes to My Profile
In this mode, when you close the console, any profile changes are automatically saved to the current profile.
· Prompt me to Save Changes to My Profile
In this mode, when you close the console, it prompts you whether to save or abandon any changes.
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4.11 one-X Portal Server
You can use the console to send instant messages to other users, see Instant Messaging 48 . In order to do that, the
console needs to be configured with details of the instant messaging server (one-X Portal for IP Office). Until,
configured, IM Disconnected is displayed in the console's status bar.
To configure instant messaging:
1. Click
Preferences and select the one-X Portal Server tab. Alternatively, select Tools | PreferencesConfigure | one-X Portal Server.
2. Select the options as follows:
· Enable Instant Messaging
Select this option to enable console instant messaging.
· one-X Portal Server Address
Enter the IP address or fully-qualified domain name of the server running the one-X Portal for IP Office
application.
· one-X Portal Server Port
Enter the port on which the one-X Portal for IP Office is hosted. The default is port 8080 in unsecure mode,
8443 in secure mode.
3. Click OK.
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Chapter 5.
Templates/Profiles
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5. Templates/Profiles
When you first login, you select one of the default console templates. Whilst using the console, you can change various
settings and also change the appearance of the screen. You can save those changes as a personal profile.
The current profile or template that you are using is shown in the console's status bar
17
.
· If you want to change if the Held Calls and BLF panels to be hidden or shown, you need to be logged in to the
console as the Administrator. See Administrator Mode 69 .
To load a profile:
1. When logging in
10
, click Expand and select the profile required.
To manually save your current profile changes:
1. Click File and select Save Profile.
To save your current changes as a new profile:
1. Click File and select Save Profile As.
2. Enter a new file name.
3. Click OK. The new profile is saved and the console status bar shows the new profile name.
To automatically save profile changes:
When exiting the console, it will normally prompt you whether to save you profile changes. You can configure the console
to automatically save the changes every time.
1. Click
Preferences - Configure | Soft Console. Alternatively, click Tools | Preferences-Configure | Soft
Console.
2. In the Save Options section, select Automatically Save Changes to My Profile.
3. Click OK.
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Templates/Profiles:
5.1 Administrator Mode
IP Office SoftConsole can be started in Administrator mode. When run in this mode, there is no access to the telephony
functions. In administrative mode you can:
· Create and edit user profiles.
· Amend the length of the call notes. See Keyboard Actions Tab
59
.
· Create and edit templates.
· Remove or display the BLF, Held Calls and Park Slots panels.
To start the console in Administrator Mode:
1. At the Login screen enter:
· User name: Administrator
· Password: password (This is the default Administrator password).
2. IP Office SoftConsole starts in Administrator Mode. The status bar indicates that you are in Administrator mode
and not connected to the telephone system.
To change the Administrator password:
1. Start the console in Administrator mode.
2. Click File | Change Administrator Password. The Change Administrator Password screen opens.
3. Enter the old password. The password shows as asterisks.
4. Enter the new password. Make a note of the new password being careful regarding capitalization as the password
is case sensitive. The new password shows as asterisks.
5. Enter the new password again to confirm.
6. Click OK.
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5.2 Editing a Profile
You can only edit a user's profile if you are in administrator mode.
To change a user's profile:
1. During login, select the profile you want to edit.
2. Login as the administrator
69
.
3. Make changes as required. In administrator modem the View menu options for Busy Lamp Fields, Held Calls
and Park Slots are available to hide or show those panels in addition to the normal view options.
4. Click File | Save Profile to save the profile.
5.3 Using Templates
You can use templates to create a user's profile. There are three default templates
created and edited if you are logged in in administrative mode 69 .
71
installed. Templates can only be
To create a new template:
1. Log in as an administrator. Make sure that you have loaded a template to base your new template on.
2. When you log in, click Expand. Select the required default profile: AdminTemplate1, AdminTemplate2 or
AdminTemplate3.
3. Change the layout as required. The areas that can be changed are:
· The display size of the panels.
· The number of park slots.
· The panels that are visible.
4. Click File | Save Template to save the new template
5. Enter a name for the template and click OK.
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Templates/Profiles: Using Templates
5.4 Default Templates
When the IP Office SoftConsole application is installed, the following default templates are provided.
AdminTemplate1
Panels showing: Call Details, Directory Panel, Queue Panel, Held Calls Panel, BLF Panel and Park Slot panel (containing 16
slots).
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AdminTemplate2
Panels showing Call Details, Directory Panel, Queue Panel, Held Calls Panel, and Park Slot panel (containing 16 slots). The
BLF Panel is hidden.
AdminTemplate3
Panels showing the Call Details, Directory Panel, and Queue Panel. If a profile is created using Admin Template 3 the user
cannot see the Call History. See Call History 13 in the Main Window section.
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Chapter 6.
Appendix
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6. Appendix
6.1 Short Cut Keys
The sections below show the default short cut keys. These can all be adjusted through console configuration menus, see
Keyboard Mapping 60 .
Call Control Short Cuts
· Alternate calls: Ctrl+A
· Annotate call: F11
· Answer call: Enter
· Make new call: F12
· Hangup: End
· Hold call: F4
· Hold the current call and auto answer next: F7
· Hold the current call against a busy extension: Ctrl+B
· Intrude: F9
· Page: F10
· Reclaim call: F6
· Record call: F5
· Transfer call: F2
· Transfer complete: Ctrl+T
· Reattempt the transfer of a returned call: Ctrl+R
· Transfer to Voicemail: F3
· Add to conference: Shift+Ctrl+F10
· Add to conference room 1: Shift+Ctrl+F11
· Add to conference room 2: Shift+Ctrl+F12
Application Hot Keys
· Restore application: Pause
· Switch between normal view mode and compact view mode: Home
BLF Short Cuts
· Call selected BLF group member: Ctrl+Alt+C
· BLF large icon view: Ctrl+Alt+G
· BLF small icon view: Ctrl+Alt+S
· BLF list view: Ctrl+Alt+I
· BLF details view: Ctrl+Alt+D
· Arrange BLF icons by name: Ctrl+Alt+N
· Arrange BLF icons by number: Ctrl+Alt+M
· Arrange BLF icons by status: Ctrl+Alt+U
· Arrange BLF icons horizontally: Ctrl+Alt+H
· Arrange BLF icons vertically: Ctrl+Alt+V
· Create new BLF group: Ctrl+Alt+R
· Create new BLF group member: Ctrl+Alt+B
· Edit BLF group/BLF group member properties: Ctrl+Alt+P
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Appendix: Short Cut Keys
Directory Short Cuts
· New directory search: Ctrl+S
· Call selected directory entry: Ctrl+C
· Display properties of selected entry: Ctrl+P
· Display search-item details of selected entry: Shift+Enter
· Send email to selected user: Ctrl+E
· Send text message to selected user: Ctrl+M
· Instant message selected user: Ctrl+I
· Directory view: Ctrl+Y
· Conference view: Ctrl+F
· Show/hide user entries: Ctrl+U
· Show/hide group entries: Ctrl+G
· Show/hide directory entries: Ctrl+D
Held Calls Short Cuts
· Answer held call: Ctrl+Alt+A
· Answer longest held time: Ctrl+Alt+L
· Conference with held calls: F8
· Transfer held call: Ctrl+Alt+T
Queue Mode Short Cuts
· Pickup call from queue 1: Shift+F1
· Pickup call from queue 2: Shift+F2
· Pickup call from queue 3: Shift+F3
· Pickup call from queue 4: Shift+F4
· Pickup call from queue 5: Shift+F5
· Pickup call from queue 6: Shift+F6
· Pickup call from queue 7: Shift+F7
· Pickup call from queue 8: Shift+F8
Tool Short Cuts
· Conference Room 1: Shift+Ctrl+F4
· Conference Room 2: Shift+Ctrl+F5
· Release Door 1: Shift+Ctrl+F1
· Release Door 2: Shift+Ctrl+F2
· Dial pad: Shift+Ctrl+F3
· Call voice mail: Ctrl+V
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Park Slot Short Cuts
· Park/unpark call in park slot 1: Alt+F1
· Park/unpark call in park slot 2: Alt+F2
· Park/unpark call in park slot 3: Alt+F3
· Park/unpark call in park slot 4: Alt+F4
· Park/unpark call in park slot 5: Alt+F5
· Park/unpark call in park slot 6: Alt+F6
· Park/unpark call in park slot 7: Alt+F7
· Park/unpark call in park slot 8: Alt+F8
· Park/unpark call in park slot 9: Alt+F9
· Park/unpark call in park slot 10: Alt+F10
· Park/unpark call in park slot 11: Alt+F11
· Park/unpark call in park slot 12: Alt+F12
· Park/unpark call in park slot 13: Shift+F9
· Park/unpark call in park slot 14: Shift+F10
· Park/unpark call in park slot 15: Shift+F11
· Park/unpark call in park slot 16: Shift+F12
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Appendix: Short Cut Keys
6.2 Toolbar Buttons
Main Toolbar
The main toolbar can be shown or hidden by using the Toolbar option in the View menu.
·
Login
10
·
Save Profile
68
·
Make Call
35
·
Answer Call
·
Hold Current Call
·
Transfer
·
Transfer Complete
·
Reattempt Transfer
34
39
·
Conference Held Calls
·
Hang Up Current Call
·
·
Page
43
49
Record Call
48
·
Compact View
·
Dial Pad
·
Conference Room 1
44
·
Conference Room 2
44
·
Preferences - Configure
12
36
52
Directory Buttons
The buttons across the top of the directory are used as follows:
·
Call the selected entry
Make a call to the selected directory entry.
·
Edit the selected entry
Edit the properties of the selected directory entry. See Editing Directory Entry Properties
22
.
·
View Directory Items
Use the directory panel to view directory entries.
·
View Active Conferences
Use the directory panel to view conferences being hosted by the telephone system.
·
Show/Hide user entries
Show or hide user telephone system users in the directory panel.
·
Show/Hide group entries
Show or hide telephone system hunt groups in the directory panel.
·
Show/Hide directory entries
Show or hide telephone numbers from the telephone system directory, local console directory and or Outlook.
· You can select which directories are included, see Directories Tab
· You can edit the local console directory, see Incoming Calls Tab
30
57
.
.
Held Call Panel Buttons
·
·
Answer the selected held call
Answer the longest held call
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·
Conference the held calls
·
Transfer the selected held call
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Appendix: Toolbar Buttons
6.3 Trouble Shooting
Cannot use the 'Force Extension Status' or 'Group Service Status' features
There is an interval of several seconds after IP Office SoftConsole has been started that the operator cannot use these
features. During this interval, the Directory Entry Properties and Group Service Status forms will display a Close
button, rather than the OK and Cancel buttons. Close the form, wait several seconds and then re-open the form to try
again.
Unanswered Calls are Not Returned to the Operator
Contact your system administrator. For calls to be returned to the operator when they are not answered, a Transfer
Return Time must be set in the User | Telephony tab in the telephone system's configuration.
Microsoft Outlook Warning Screen opens at Login
If directory access to Microsoft Outlook contacts folder has been selected in the Directories Tab 57 , a Microsoft Outlook
warning screen might appear when an operator is opening IP Office SoftConsole or using the option 'Send Email'. If the
warning screen opens:
1. Select the Allow access for check box, and then click an amount of time in the list.
2. Click Yes. Yes must be selected to allow IP Office SoftConsole to retrieve Outlook contacts. For more information,
refer to the Microsoft Support web site.
Directory Does Not Show Outlook Contacts
This feature requires Outlook to be running with Administrator privileges. Contact your PC support if necessary.
How Do I Delete a Profile?
Profiles can be removed if they are no longer required.
To delete a profile:
1. Click File | Save Profile as.
2. Select the profile to be deleted.
3. Press Delete button.
4. When all profiles to be deleted have been removed, click Cancel to return to the Main screen.
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Chapter 7.
Document History
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7. Document History
Date
Issue
Change Summary
14th January 2015
19a
· Modify source for Japanese rebranding.
22nd January 2015
19b
· Debranded graphics to allow support of Japanese rebranding.
13th April 2015
19c
· Notes added that Outlook contacts integration requires Outlook to be running
with Administrator privileges. [81501]
·
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Index
Index
A
Administrator Mode 69
Alarms
Queue 64
All Directory Entry Forms 22
Annotate 46
Answer 34
Appearance 53
Apply skin 53
B
BLF
Group 54
BLF Panel 14
Buttons 77
Directory 30, 57
Console directory
Add 31
Edit 31
D
Dial pad 36, 59
Directory
Add a local entry 31
Console 30, 57
Edit a local entry 31
Outlook 57
System 57
User properties 25, 26, 27, 28
Do not disturb 25
Door Release 46
Configuring 58
C
E
Call
Annotate 46
Answer 34
Bar outgoing calls 25
Follow me 26, 28
Forward 26, 28
Hold 39
Intrude 46
Make 35
Make a call 13
Mobile twinning 27
Page 49
Park 40
Pop console 65
Reclaim 40
Record 48
Subject 46
Tag 46
Transfer 37
Transfer to voicemail 38
Call Details Panel 16
Call history 13
Call status
Colors 53
Call waiting 10
Color
Call status 53
Queue 63
Compact view 12
Conference
Add caller 43
Conference rooms 44
Held calls 43
Room name 56
Conference Calls 42
Conferences
Viewing 43
Configuration
Incoming calls 30
Configure
Instant messaging 66
Keyboad mapping 60
Park slots 61
Queue mode 63, 64
SoftConsole 65
Configuring
Door Release 58
Console
Edit
Profile 70
Template 70
Edit BLF Groups 55
Email 49
Using Avaya IP Office™ Platform SoftConsole
IP Office™ Platform 9.1
F
File
Media 30
Media file 31, 64
Script 30
Script file 31
Follow Me 26, 28
Font 53
Forward 26, 28
G
Getting
Started 9
Group
Add group 64
BLF 54
Configure 63
Forward group calls 26
Page 49
Queue 41
Queue answer 41
User status 25
Group Service Status 24
H
Hide on close 65
Hold
and answer next 39, 77
Call 39
Conference held calls 43
Hunt group
Add group 64
Configure 63
Forward group calls 26
Page 49
Queue 41
Queue answer 41
User status 25
I
Incoming call
Pop console 65
Incoming calls 13
Instant message 48
Instant messaging 66
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Internal calls
Forward
Interrupt 46
Intrude 46
R
26
Reattempt transfer 37
Reclaim call 40
Record call 48
Relay 46
Retrieve 40
Return call 13
Room 44
Name 56
RTF File 31
K
Keyboard
Actions 59
Mapping 60, 74
Short cuts 74
L
S
Local directory
Add 31
Edit 31
Login 10
Longest held call 39, 77
M
Make a call
Call details 13
Make call 35
Media file 30, 64
Local directory entry
Message 48
Text 47
Messaging 66
Minimize
Hide on close 65
Pop console 65
Minimized
Automatically restore
Missed calls 13
Mobile Twinning 27
Monitor
Queue 41
31
31
T
63
N
New BLF Group Member Form 15
Normal view 11
O
Off-hook station 10
Outgoing calls 13
Bar outgoing calls
Outlook
Directory 57
Script file 30
Local directory entry
Search
Begin 59
Search results 57
Send Email 49
Send Message 47
Short cuts 74
Skin 53
Started
Getting 9
Status Bar 17
Subject 46
Supervised transfer 37
System
Directory 57
25
P
Page 49
Park 40
Slot configuration 61
Park Slots 62
Parked Calls 40
Password 10
Administrator 69
Pop console 65
Profile 68
Edit 70
Save automatically 65
Select 10
Q
Queue
Answer 41
Monitor 41
Queue Mode
Add group 64
Alarms 64
Configure 63
Using Avaya IP Office™ Platform SoftConsole
IP Office™ Platform 9.1
Tag 46
Template
Default 71
Edit 70
Show templates 10
Text message 47
Toolbars 77
Transfer
Held call 39, 77
Reattempt 37
Reclaim 40
Supervised 37
To voicemail 38
Unsupervised 37
Trouble Shooting 79
Twinning 27
TXT File 31
U
Unhold 39, 77
Unpark 40
Unsupervised transfer 37
User
Bar outgoing calls 25
Do not disturb 25
Email 49
Follow me 26, 28
Forward 26, 28
Instant message 48
Mobile twinning 27
User name 10
V
View
Compact view 12
Normal view 11
Views
Conferences 43
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Index
Voicemail
Transfer to
38
W
WAV File 31
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Template: 29th August 2013
Performance figures and data quoted in this document are typical, and must be
specifically confirmed in writing by Avaya before they become applicable to any
particular order or contract. The company reserves the right to make alterations
or amendments to the detailed specifications at its discretion. The publication of
information in this document does not imply freedom from patent or other
protective rights of Avaya or others.
All trademarks identified by the ® or ™ are registered trademarks or trademarks,
respectively, of Avaya Inc. All other trademarks are the property of their
respective owners.
This document contains proprietary information of Avaya and is not to be
disclosed or used except in accordance with applicable agreements.
© 2015 Avaya Inc. All rights reserved.
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