copyright© 2002 avaya inc. all rights reserved avaya ip office phone manager lite/pro/voip philippe...
TRANSCRIPT
Copyright© 2002 Avaya Inc. All rights reserved
Avaya IP Office Phone Manager Lite/Pro/VoIP
Philippe du Fou
Last updated: 6th July 2004
2
IP Office benefits for Caller Display users• IP Office supports analogue phones with Alpha-numerical Caller Display. This
allows the presentation of:
– Calling Line Identity (CLI)
– Internal caller’s name
– External name if CLI matches system directory
– Also defines target group (DID/DDI) name
• If a PC is also available, Phone Manager complements this information with:– Call history (Incoming / Outgoing / Missed calls)– Speed-dialling for internal & external numbers– Busy Lamp Field for extension status information– Call control (conference calls, account codes,…)– Change divert destinations easily– Screen-pop to 3rd-party PIM applications (Pro only)– Control of Voice mails (Pro only)– Simple Call scripting (Pro only)– Queue monitoring (Pro only)
01707392200 > Sales
John Smith > Fred Bloggs
ABC Company > Sales
3
IP Office PhoneManager LiteFree CTI application offered with every IP Office
• Personal productivity tool available to any desktop• Control your analog, digital or IP phone from your PC
Call history (incoming, outgoing, missed calls): just double-click to call back
CLI/name display (whatever terminal you’re using!!)
Conference, call recording, account codes…
Change your divert settings easily: secretary, mobile/cellphone, home…
Busy Lamp Field: Know at a glance who is available within your team (Max. 15 icons)
Speed dials: Call internal/external contacts from your PC via a single click !
4
Conference set-up:• IP Office PhoneManager
offers the possibility to set conference calls very easily:
• Ring an additional party while on a call
• The original caller(s) is/are automatically put on-hold
IP Office PhoneManager Lite/Pro :Easy conference call set-up & control
List the numbers and names (if Caller ID is recognized) of all the active parties on the call
Conference control:• List the numbers (and
associated names if the Caller ID is recognized)
• Ability to hang-up on a per caller basis
• Up to 2 x 64 parties on IP412
Simply right-click to hang-up a specific caller
Done Done • Click on
Book or Join a booked conference (requires Conferencing Center)
Copyright© 2002 Avaya Inc. All rights reserved
Phone Manager Pro
Builds upon Lite to offer additional functionality
6
Two methods of operation:• CTI call control from your PC using analog,
digital or IP hardphones• IP softphone (iPhoneManager Pro)
Pro builds on PhoneManager Lite and offers additionally:
• Multiple speed-dial/BLF icons• Screen-pop of contact management applications
(MS-Outlook, Goldmine, Maximizer & ACT!)• Voicemail box control (requires VM Pro)• Agent-mode (Logon/ Busy NA/ Busy WU)• Queue monitoring (2 queues)• Simple Incoming call scripting (useful for
informal call centres)• Door entry control• Time on call • Personal directory• Distinctive ringing (via WAV file)• Dialing from contact records• Simple creation of contact records (add to
Personal Directory, Microsoft™ Outlook®…)
IP Office PhoneManager Pro :Information At Your Fingertips Separated tabs
for In, Out and Missed calls
Screen-pop external applications (e.g. Microsoft™ Outlook)
IP softphone option with iPhoneManager Pro
Increased Speed-dial / BLF capacity
7
IP Office PhoneManager Pro :Visual Voicemail & Personal Numbering
• With the addition of VoiceMail Pro, PhoneManager Pro offers the following added benefits:
– Personal Numbering: Change your divert settings remotely– Voicemail box control: Listen, rewind, fast-forward, save, delete…
Notification of the number of unread voicemail
Change your diverts and e-mail settings remotely with VM Pro
Control your voicemail from your PC
CLI and name information when CLI is recognized
8
Integration with Microsoft™ Outlook:• Screen-pop of contact based on
incoming number (Work, Home, Mobile, etc…)
• Simple creation of contact records (simply right-click in the PM Pro call history to add number into Outlook)
• Dial from Outlook contact records
Personal directory:• Directory within PhoneManager
additionally allows:• Name matching with CLI number• Distinctive ringing (via WAV file) • Simple incoming call scripting (useful
for informal call centers: see contact center slides)
IP Office PhoneManager Pro :Screen-Pop to Microsoft™ Outlook
Agent-enabled PM Pro
Historic information regarding your customer
Screen “pops” contact information when CLI is recognized
Copyright© 2002 Avaya Inc. All rights reserved
Phone Manager Pro/VoIP
Agent-Mode
10
IP Office PhoneManager Pro :Agent-enabled softphone
Busy Wrap-Up
Busy Not available
Select Group login
Set account code during a call by a simple click
Call a customer and dial an account code at the same time
Agent can select in which Group(s) to login / logoff
Start Recording call
Stop recording call
11
Queue Monitoring
• Graphical & real-time
• Up to 2 queues monitored e.g.:
• Sales
• Support
• Helpdesk…
Simple scripting:
• Avaya Phone Manager Pro offers the possibility to add simple scripting based on the incoming CLI.
• For example, this can be used to remind the PM Pro user to say a special welcome phrase or for giving background information on a specific customer
IP Office PhoneManager Pro :Simple scripting & Queue Monitoring
Two outstanding calls ringing the hunt-group called ‘’Sales’’
Script appears based on incoming CLI
Copyright© 2002 Avaya Inc. All rights reserved
Phone Manager Pro
VoIP mode
13
IP Office provides complete functionality to home based agents(softphones and hardphones)
Cuts down on long commuting
time
Tell Your Customers – “Don’t Go To Work. Be Productive At Home.”
Lower cost flexible workforce can cover
peak times
Savings can be passed onto your
customers
IP TelephonyIP Telephony allows people to work from homeallows people to work from home
14
IP Office iPhoneManager Pro (IP softphone)Perfect for home-workers or remote agents
Call history (Incoming and Outgoing): just double-click to call back
CLI/name display
Speed dials:
Call from your PC via a single click !
Busy Lamp Field: Know at a glance who is available in the office from wherever you are
All the features from the office available from home
15
Official Convergence Communication Providerfor the 2002 and 2006 FIFA World Cup™
and FIFA Women’s World Cup 2003