mitel phone manager - user guideedocs.mitel.com/ug/en/mivoice office application...
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PhoneManagerUserGuideAPRIL2018
DOCUMENTRELEASE5.1
USERGUIDE
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NOTICETheinformationcontainedinthisdocumentisbelievedtobeaccurateinallrespectsbutisnotwarrantedbyMitelNetworksCorporation(MITEL).TheinformationissubjecttochangewithoutnoticeandshouldnotbeconstruedinanywayasacommitmentbyMiteloranyofitsaffiliatesorsubsidiaries.Mitelanditsaffiliatesandsubsidiariesassumenoresponsibilityforanyerrorsoromissionsinthisdocument.Revisionsofthisdocumentorneweditionsofitmaybeissuedtoincorporatesuchchanges.Nopartofthisdocumentcanbereproducedortransmittedinanyformorbyanymeans-electronicormechanical-foranypurposewithoutwrittenpermissionfromMitelNetworksCorporation.TRADEMARKSThetrademarks,servicemarks,logosandgraphics(collectively"Trademarks")appearingonMitel'sInternetsitesorinitspublicationsareregisteredandunregisteredtrademarksofMitelNetworksCorporation(MNC)oritssubsidiaries(collectively"Mitel")orothers.UseoftheTrademarksisprohibitedwithouttheexpressconsentfromMitel.Pleasecontactourlegaldepartmentatlegal@mitel.comforadditionalinformation.ForalistoftheworldwideMitelNetworksCorporationregisteredtrademarks,pleaserefertothewebsite:http://www.mitel.com/trademarks.WindowsandMicrosoftaretrademarksofMicrosoftCorporation.Otherproductnamesmentionedinthisdocumentmaybetrademarksoftheirrespectivecompaniesandareherebyacknowledged.
MitelPhoneManagerRelease5.1-April,2018
,TrademarkofMitelNetworksCorporation
Copyright2018MitelNetworksCorporationAllrightsreserved
mailto:[email protected]://www.mitel.com/trademarks
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TableofContents1. What'sNew 4-6
1.1. KnownIssues 7
2. QuickStart 8-14
3. Overview 15
3.1. Requirements 16-17
3.2. Licensing 18
3.3. LicenseComparison 19-21
3.4. Configuration 22
4. OutlookFeatures 23
4.1. CallControl 24
4.1.1. MakingCalls 25
4.1.2. Highlight&Dial 26
4.1.3. Toaster 27-28
4.1.4. Transferring 29-30
4.1.5. MultipleCalls 31-32
4.1.6. Conferencing 33-34
4.1.7. DialPad 35
4.1.8. URISchemes 36
4.2. ExtensionControl 37
4.2.1. DoNotDisturb(DND) 38
4.2.2. ACDAgentControl 39
4.2.3. UCDHuntGroupCalls 40
4.2.4. ManualForward 41
4.2.5. VoiceMailAccess 42
4.2.6. VolumeControl 43
4.3. Contacts 44-48
4.3.1. Directories 49-50
4.3.2. Searching 51
4.4. CallHistory 52
4.4.1. CallRecording 53
4.5. PresenceProfiles 54-56
4.6. Chat 57-59
4.7. HotKeys 60
4.8. CallBannerProfiles 61
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4.9. IntegratedToolbar 62
4.10. 6900HandsetSupport 63
5. ProfessionalFeatures 64
5.1. ApplicationSupport 65
5.1.1. APIAccess 66
5.1.2. Macros 67-68
5.1.3. ApplicationSupportPlugins 69-70
5.1.4. TAPI 71-72
5.1.5. CommandLine 73-74
5.2. Toolbars 75
5.2.1. IntegratedToolbar 76
5.2.2. ButtonActions 77-79
5.3. PhoneManagerOutbound 80-81
6. TeamLeaderFeatures 82
6.1. AlarmNotifications 83
6.2. HuntGroupStatus 84
6.3. UserControl 85
7. Settings 86
7.1. Connection 87
7.1.1. LocalConnection 88
7.1.2. RemoteConnection 89
7.2. UserPreferences 90
7.2.1. General 91
7.2.2. Information 92
7.2.3. Numbers 93
7.2.4. Mitel6900Handsets 94
7.2.5. Chat 95
7.2.6. ProfileImage 96
7.2.7. CallBanner 97
7.3. PresenceProfiles 98-100
7.3.1. EditingPresenceProfiles 101-102
7.4. Softphone 103-105
7.4.1. E911Warning,EmergencyCallsandSecurity 106
7.4.2. General 107
7.4.3. Audio 108
7.4.4. Codecs 109
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7.4.5. Quality 110
7.4.6. NATandFirewalls 111
7.4.7. Keep-Alives 112
7.4.8. SoftphoneLimitations 113
7.5. HotKeys 114
7.6. Macros 115-116
7.7. ApplicationSupportPlugins 117-118
7.7.1. EMIS 119
7.7.2. Goldmine 120-126
7.7.3. Maximizer 127-129
7.7.4. MicrosoftOffice365 130-133
7.7.5. MicrosoftOutlook 134-144
7.7.6. MicrosoftDynamicsCRM 145-155
7.7.7. MicrosoftDynamicsNAV 156-162
7.7.8. MicrosoftInternetExplorer 163-166
7.7.9. NetSuiteCRM+ 167-172
7.7.10. SageCRM 173-178
7.7.11. SalesForce 179-185
7.7.12. SalesLogix 186-197
7.7.13. SugarCRM 198-203
7.7.14. SwiftpageAct! 204-210
7.7.15. TigerPaw 211-213
7.7.16. Zendesk 214-216
7.7.17. ZohoCRM 217-224
7.8. Diagnostics 225
8. HowTo's 226-227
9. Index 228-230
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1 What'sNew
Version5.1
UIUpdateThePhoneManageruserinterfaceandlaunchiconhavebeenupdatedtoimproveconsistencywithotherMitelproducts.LinktotheQuickStartGuide
6900HandsetSupport
PhoneManagernowsupportscontrolof6900Handsets.Pleasereviewthe6900sectionforinformationonsupportedfeatures.Linktothe6900HandsetSectionGroupChatThechatfeaturesofthesolutionhavebeenenhancedtoincludegroup(ormulti-party)chat.Otherchatimprovementsinclude;chatpreviewsintheconversationlist,visibilityofuser'savatarandmessagegroupingLinktotheChatsectionDSS/BLFTheintegrated&fulltoolbarbuttonsnowprovideDSS/BLFfunctionalityforUsers/Extensions/Agents&HuntGroups.LinktotheToolbarsectionParkTheintegrated&fulltoolbarbuttonsnowprovidedirectaccesstoparklocationsonthetelephonesystem.Pickuporparkcallsatthetouchofabutton.LinktotheToolbarsectionPhoneManagerOutboundCampaignManagerhasbeenrenamedPhoneManagerOutboundtobetterreflectwhatitdoesinthenameLinktothePhoneManagerOutboundsectionNewStatusUpdateSettingsNewpresenceprofileupdateoptionshavebeenaddedtochangeprofilewhentheapplicationstartsuporshutsdown.Inaddition,theexisting'OnLock'statusupdatehasbeenimprovedtoincludewhenauserdisconnectsfromawindowsdesktop.LinktotheGeneralSettingssectionNewCallBannerSettingsNewcallbannersettingshavebeenaddedtoallowdisablingofthecallbannerpopupandtoenableautomaticminimizingofthebannerwhenacallisinprogress.LinktotheCallBannerSettingssection
User Guide
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Version5.0
ConferencingThisfeatureallowsuserstoeasilycreateAd-hocconferencesusingPhoneManager.TheCallBannerhasnew'AddParty'and'Merge'buttonstosimplifytheconferencingprocess.LinktoConferencingsectionHandOff(Push/Pull)ThroughtheCallBanner,PhoneManagernowoffersdirectaccesstotheHandOfffeaturesofthetelephonesystem.UsercannowPush/Pullcallsbetweendeviceswiththeclickofabutton.LinktoHandOffsectionToolbarImprovementsTheintegratedtoolbarbuttonsnowshowastatusicontodisplaycurrentstatus.Thisincludesdisplayingthestatusofanystateholdingfeaturecodeonthetelephonesystem.LinktoToolbarsection
Version4.3
ThisreleaseofMitelPhoneManagerseestheintroductionofPresenceProfilesforcontrollingstatusandDynamicExtensionExpressfeaturesoftheMiVoiceOffice250.PresenceProfilesThisfeatureallowsuserstocontroltheirphone'sstatuswithasingleprofilewhichisvisibletootherusersofthesystem.ProfilesalsogiveuserscontrolovertheDEEfeaturesofthetelephonesystem.LinktoPresenceProfilessectionStatusonLockPhoneManagercannowautomaticallyswitchprofileoractivateDNDwhenthelocalcomputerlocks.Anystatuschangeisthenrevertedwhenthecomputerunlocks.LinktoStatusonLocksectionWindows10SupportPhoneManagernowsupportsWindows10AbilitytohideChatconversationsChatconversationscannowbehiddenfromtheChatwindowtoreducethenumberofconversationsvisible.LinktoChatsectionProfilePicturesEachusercannowsetapersonalprofilepicturewhichwillbestoredcentrallyontheserverandwillbevisibletoallPhoneManagerusers.LinktoProfilePicturesectionPhoneManagerMobileThereisnowanoptionMobileversionofPhoneManageravailableforiOSandAndroiddevices.TheMobile
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clientincludes:
SoftphoneDirectoryAccessVoicemail,CallRouting&MissedCallnotificationsCallHistoryVisibilityofContacts
seePhoneManagerMobilemanual
Version4.2
ThisreleaseofMitelPhoneManagerseestheintroductionoftheMiContactCenterCampaignManagerclientUIalongwithotherenhancementstogiveusersmorecontrolovertheirMitelextension.CampaignManagerPhoneManagerprovidestheclientUIfortheMiContactCenterCampaignManagerprogressivedialingsolutionLinktoCampaignManagersectionUCDControlPhoneManagershowstheassociatedextension'scurrentUCDstatusandprovidestheabilitytotogglebetweenandacceptingornotacceptingUCDcalls.LinktoUCDsectionToasterUpdatesAccesstotheDialPadandtoMuteacallisnowprovideddirectlyfromthetoasterwhileonacall.LinktoToastersectionPhoneManagerVersion3ContactImportForusersupgradingfromPhoneManagerVersion3thereisnowtheoptiontoimportexistingcontactsfromthepersonaldirectory.LinktoContactsImportsectionAdditionalPluginSupportSupportforthefollowingpluginshavebeenadded:LinktoInternetExplorerPluginLinktoNetsuitePluginLinktoSugarCRMPluginLinktoTigerpawCRMLinktoZohoCRMPlugin
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1.1 KnownIssuesDPAR/ID Description Notes/Workaround
12706 PhoneManagercannotconnecttotheCommunicationServicethroughawebproxy.
TheCommunicationServicehostnameand/orIPaddressneedstobeaddedtotherelevantexclusionlistontheproxyservertoenablePhoneManagertoconnect.
13506 PlacingaSIPSoftphonecallonholdlongerthanabout14minuteswillcausedthecalltobedisconnectedafterthistime.
Don'tleaveSIPcallsonholdlongerthan14minutes.
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2 QuickStartTheguideprovidesinformationforfrequentlyusedfeatures.Formoreinformationabouttheseandotherfeatures,refertotheuserguide.
PhoneManagerUIwithPresenceProfiles
PhoneManagerUIwithoutPresenceProfiles
User Guide
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PhoneManagerCallBanner
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UsingtheCallBannerIfthereareanycallsattheextensionthentheCallBannerwillappear,thisprovidescontrolforfeaturessuchasHold/Retrieve,Transferring,AnsweringandClearingcalls.Ifthereismorethanonecallattheextensionthebannerwillexpandtodisplaythedifferentcallsandprovideameanstoswapbetweenthem.
CallBannerButtons
Button Action
Answersaninboundringingcall
Clearsaconnectedcall
Togglesaconnectedcallbetweenholdandconnectedstate
Offerstheabilitytodivertaninboundcalltovoicemailorchosendestination
Providestheabilitytosetupanannouncedtransfer
Providestheabilitytosetupanadhocconference
Whenperformingaconsultationtransfer,thesebuttonscanbeusedtocompleteorcancelthetransfer
Usedtotogglethemutestateofaconnectedcall
Thisbuttoncanbeusedtopullbackacallthathasroutedthroughthetelephonesystemtoanexternalnumber(Home,Mobileetc..)
Thisbuttoncanbeusedtopushaconnectedcallouttoanotheroneofyourdevices
Thisiconwilldisplaywhenmakingoutboundcallsandthephonesystemisringingmultipledevicestofindthepersonyouarecalling
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MakingCallsMakingcallsusingPhoneManagerisasimpleprocessandcanbeachievedinanumberofdifferentways:
DialanumberyouknowbyenteringitintotheSearchorDialboxandpressenterDialauserordevicefromtheContactswindowbydoubleclickingorpressingthedialiconnexttoitSearchthedirectorybyenteringanameintheSearchorDialboxtofindanumbertodialHighlightanumberinadifferentapplicationanddoubleclicktheHighlight&Dialiconwhichcanbefoundontherighthandsideofyouscreen
TransferringCallsCallscanbetransferredbyusingthebuttonsonthecallbanner.ThemainPhoneManagerSearchorDialortheContactsWindowshouldbeusedforchoosingthetransferdestination.AfterpressingTransferontheCallBannerthemainPhoneManagerwindowwillbebroughtintofocusreadyforyoutoenteranumbertodial.Alternatively,dialinganumberusinganyofthemakecallmethodsdescribedabovewhenacallisinprogresswillautomaticallysetupaconsultationtransferwithouthavingtofirstpressabuttonontheCallBanner.WhenperformingaconsultationtransferitcanbecompletedorcancelledusingtherelevantbuttonsontheCallBannerorsimplyhanduptocomplete.
ContactsViewThecontactstabwithinPhoneManagerprovidesareal-timeviewofinformationaboutotherdevicesincludingusers,extensions,agents,speeddialsandhuntgroups.Thisgivesanoverviewofthestatusofthesedevicesandcallcontrolfeaturessuchassingleclicktodial.Theviewsavailableincludeapersonalfavoritesviewandcentralizedbusinessunitsthathavebeenconfiguredontheserver.Usethebindericontohideorshowdifferentviews.
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Icons Description
Usericon,ThisiconappearsontheLargeviewofthecontactscreen.Theusersstatusshowsinthecircleinthebottomright-handcorner.Theuserprofileimagewilldisplayinthelargecircle.
Iftheuserhasnoprofilepicturethentheiconsbelowwillbeused.
Usericon,anoutlinediconmeanstheuserdoesnothavePhoneManagerrunning
Extensionicon
Agenticon
DirectoryContacts(GlobalorPersonalDirectory,PhoneSystemDirectory,OutlookDirectory)
ColorKey:Gray-Offline,Green-Available,Red-Busy,Blue-Donotdisturb,Yellow-Wrapup
AuserwhohasprivacyenabledmayshowxxxxintheextensionandCallerIDfields.
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ApplicationButtons
Button Action
Highlight&Dial,thisiconcanbefoundattachedtherighthandsideofthedesktopandcanbeusedtodialnumbersfromotherapplications.Highlightanumbertodialinanotherapplicationanddouble-clicktheicon
** DND,providescontrolofdonotdisturbstatusanddisplaysthecurrentstatus
** ACD*,providescontrolofACDHuntGroupstatusanddisplaysthecurrentstatus
** UCD*,providescontrolofUCDHuntGroupstatusanddisplaysthecurrentstatus
Voicemail,providesaccesstovoicemailboxesthatnotifythelocalextensionandindicateshowmanymessagesarewaiting
DialPad,providesaccesstotheDialPadwhichcanbeusedtoinitiatecallsormorecommonlytodialDTMFTonesoveranexistingcall
** Forward,providescontroloftheforwardstateofthelocalextensionanddisplaysthecurrentstatus
ProvidesaccesstotheChatwindowandtoseeexistingconversations
Binder,controlsvisibilityofdifferentContactviews
Canbeusedtoaddnewcontactstopersonalorglobaldirectories
UsedtoswitchtheviewontheContactwindowbetweenlargeiconanddetailsview
Mute,controlsthemutestatusofthelocalextensionwhenacallisinprogress
Volumecontrols,usedtochangethealertingvolumewhenidleandthecallvolumewhenacallisinprogress
Settings,providesaccesstothesettingareaoftheapplicationtochangethingslikeHotKeys,CRMintegrationandpersonalpreferences
HotDeskingToggle,iftheassociatedextensionisaHotDeskProfilethenthistoggleswitchwilldisplaytocontrolanddisplayHotDeskstatus
Toolbars*,launchoneormorecentrallyassignedtoolbarstohelpperformcommontelephonytasks
PhoneManagerOutbound*,launchtheclientUIforMiContactCentrePhoneManagerOutboundtomakeanddispositionoutbounddialercalls
*Thisiconwillonlyappearwhenlicensedand/orwhenconfiguredtoappearbyanadministrator.**TheseiconsonlyappearwhenNOTusingPresenceProfiles.
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CallHistoryTheCallHistorywindowshowsallinternal,externalandmissedcallsonallofyourassigneddevices.WhentheCallHistorywindowisnotopen,anymissedcallswillbenotifiedwitharedcircleonthetab.Callscanbereturnedbypressingthehandseticon.Ahistoryofanycallsmadetoorbyanyofthedevicesassociatedwithyouruseraccountwillbedisplayed.ToseeadditionalinformationregardingcallsexpandthePhoneManagerapplicationtofullscreen.Rightclickingonahistorylineallowsyoutoaddthecontacttoyourdirectory.
Icons
Button Action
Inboundcallthatwasanswered(This includes calls answered by voicemail and in the case of DEEcalls answered by other devices in the DEE group)
Inboundcallthatwasmissed
Outboundcall
Redial,usedtocallbackanumberonthecallhistory.Ifthisiconisgrayedoutthereisnonumberavailabletoredial
Playback**,usedtoplaybackarecordingofexternalcalls
**OnlyavailableinconjunctionwithaMiVoiceOfficeCallRecorderorXariosCallRecorder
User Guide
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3 OverviewPhoneManagerisdesignedtomakeusingyourMitelMiVoiceOffice250handsetaseasyaspossible.ThisdocumentisdesignedtooutlinethefeaturesofPhoneManagerandhelpyougetthemostoutoftheproduct.PhoneManagerrequiresaninstanceofMitelCommunicationService(MCS)withtheApplicationServerrolesupportingPhoneManagerclients,installedandrunningontheLocalAreaNetwork(LAN).ThelicensingfortheproductandmanyofthefeaturesiscontrolledviatheApplicationServersoyoumayneedtocontactyourITdepartmentorphonesystemsupplierforhelpshouldanyofthefeaturesdescribedinthisdocumentrequirealicense.PhoneManagerrunsinaMicrosoftWindowsenvironmentandisdesignedtoimproveyourproductivitybyintegratingtheuseofyourMiVoiceOffice250phonewithyourPCandthevarioussoftwareapplicationsyouusetofunctionwellwithinyourteam.
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3.1 RequirementsOverviewThesystemrequiresspecificinformationandrequirementstobemetforanyinstallation.Readeachofthesectionsandensurethattheinformationrequestedisavailablepriortoaninstallation.
SystemRequirementsTobeabletoinstallandrunPhoneManagertheclientcomputerneedstomeetthefollowingminimumrequirements.Ifinstallingintoamultiuserenvironmentwheremultipleinstancesoftheclientwillberunning,forexampleMicrosoftTerminalService,Citrixetc.thenseetheMultiUserComputerRequirementssection.
OperatingSystems
Windows7Pro/Enterprise/Ultimate32-bit/64-bitWindows8.1Pro32-bit/64-bitWindows10Pro/Enterprise32-bit/64-bitWindows2008R2Standard/Enterprise/Datacenter32-bit/64-bitWindows2012R2Standard/Datacenter64-bitWindows2016Standard/Datacenter64-bit
WindowsServerCoreinstallationsarenotsupported.WindowsServerSmallBusiness/Foundation/Essentialversionsarenotsupported.
HardwareRequirements
TheminimumrecommendedhardwareisdependentonthenumberofdevicesconfiguredonthePBXandthenumberofclientsthatwillbeconnected.
Processor IntelCore2Duo1.8GHzorfasterprocessor(orequivalent)
Memory Minimum:1GBRAMRecommended:2GBRAMormore
WhenPhoneManagerisrunningitwilluseaminimumof70MBofRAMperclient-thiscanbesignificantlymoredependingonconfigurationandnumberofdevicesand/orusersonthesystem.
Network IPv4,100Mb/1GbLAN
HardDisk Minimum:20GBfreespace
Video Minimum:DirectXv9compatiblygraphicscardswith120MBRAMRecommended:DirectXv9compatiblygraphicscardswith1024MBRAM
SoftwareRequirements
Thefollowingsoftwareisrequiredtobeinstalled.
.NETFramework4.5.2
TelephoneHandsetRequirements
All(licensed)featuresofPhoneManagerDesktopareavailablewhenusedinconjunctionwithaMitelIPorDigitalextension.WhenusedwithMitel6900serieshandsets,Analogue(POT)orGenericSIPclients,therearesoftwarelimitations.
User Guide
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FeaturesLimitedon6900Series,Analogue(POT)&GenericSIPClients
Feature 6900 Analogue/GenericSIP
MakeCall Supported NotSupported
Hold/RetrieveCall Supported NotSupported
AnnouncedTransfer Supported NotSupported
DirectTransfer Supported NotSupported
ReverseTransfer Supported NotSupported
QuickDirectory Supported NotSupported
Highlight&Dial Supported NotSupported
DEEPush/Pull NotSupported NotSupported
ConferenceSetup NotSupported NotSupported
FeatureCodes NotSupported NotSupported
ParkToggle(Toolbar) NotSupported NotSupported
PlayPrompt(Toolbar) NotSupported NotSupported
Record-a-Call(Toolbar) NotSupported NotSupported
Sendtovoicemail Supported NotSupported
MakeCallwithCallerID NotSupported NotSupported
PhoneManagerOutbound Supported NotSupported
MultiUsers&VirtualDesktopSystemRequirementsPhoneManagercanberuninmultiuserandvirtualdesktopenvironmentssuchasMicrosoftTerminal/RemoteDesktopServices,CitrixXenApporVMWareVirtualDesktopInfrastructure(VDI)withthefollowinglimitations:
The1stPartyTAPIdriversisnotsupportedPhoneManagerSoftphoneisnotsupported
Whendeployingintheseenvironmentsthentheamountofmemory,CPUusageandVideoresourcethatPhoneManagerwilluseneedstobedetermined.AstheresourcesrequiredaredependentonconfigurationandthenumberofdevicesandUsersinthesystemthenthisneedstobebenchmarkedfirsttoensurethenumberofconcurrentUserscanbesupportedonthehardwareavailable.
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3.2 LicensingPhoneManagerisavailableinseveraldifferentlicenselevels.WhenyouconnecttotheCommunicationServicealicensewillbeassignedtoyoubasedontheClient ProfileassignedtoyourUseraccountontheserver.Allclientsprovidethefollowingfeatures:
StandardFeatures:Legacysupportonly.Providescallcontrolfeatures,callhistory&statusvisibilityofcontacts(onlypossiblefollowinganupgradefromRelease3).OutlookFeatures:AswellasStandardfeatures,addstheadditionalfunctionalityofscreenpoppingandpopulatingcallhistoryjournalinsideMicrosoftOutlookaswellasdialingcontactsandauto-creatingMiVoiceOffice250MeetMeConferenceappointments.ProfessionalFeatures:AswellasOutlooklicensefeatures,addstheadditionalfunctionalityofintegratingwithmanyotherCRMapplications.AddsTAPI&.NETAPIaccessandsupportscustomMacrodesign.TeamLeaderFeatures:AswellasProfessionallicensefeatures,addstheabilitytosilentmonitorotherusersandcontroltheirACDgroupstatus,DNDandcallforwardstatus.
User Guide
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3.3 LicenseComparison
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Feature Standard Outlook Professional TeamLeader
Callcontrolupto4calls
Highlight&Dial
Desktoppresence
Callhistory
Donotdisturb&ForwardControl
InstantMessaging(chat)
PersonalDirectory
CallRecorderPlayback*
GroupMailboxNotification
ProfileImages
PresenceProfiles
HotKeys
Callbannersincludingprofiles
Softphone
UCDControl
ACDControl
IntegratedToolbar
FullToolbar
TAPI(1stParty)
Macros
ApplicationSupport OutlookOnly
APIAccess(.NET/VB)
PhoneManagerOutboundClient
User Guide
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AlarmNotification
HuntGroupStatus
3rdPartyACD,DND&FWDControl
SilentMonitoring
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3.4 ConfigurationConnectionDetailsPhoneManagerrequiresabasiclevelofconfigurationtogetitconnectedtotheCommunicationServiceandcontrollingyourextension.ThefollowinginformationisrequiredwhenPhoneManagerstartsup:
Hostaddress
ThisistheIPaddressorhostnameoftheserverrunningtheCommunicationServicesoftware.PhoneManagerwilltryandfindthisautomaticallyonstart-up.IfitdoesnotfindanCommunicationServiceoritfindsmorethanonethensomeuserinteractionisrequiredtoconfirmtheconnectiondetails.
UserCredentialsPhoneManagerneedstoconnecttotheCommunicationServicewithauseraccount.Bydefault,itwillusetheaccountyouareloggedintoyourPCwithtoauthenticate.IfyouwishtooverridethisyoucandosointheConnectionsettingssection.
Extension
PhoneManagerrequiresthedetailsoftheextensionyouareusingwhenitstartsupsothatitcanshowthecorrectcallinformation.ThereareseveralofwaysofprovidingPhoneManagerwiththisinformation.PleasereadthroughtheConnectionsettingssectionformoredetails.
ServerConnection
ThefirsttimePhoneManagerstartsupitwillbroadcasttotryandfindtheCommunicationService.Ifitdoesntfindoneorifitfindsmorethanonetheuserwillbeabletoselectthecorrectonetouse.SelectthecorrectserverfromtheAvailablehostslistorentertheIPaddressorhostnameoftheserveryouwishPhoneManagertoconnecttointheHostaddressfield.WhenPhoneManagerstartsitwillusetheWindowsaccountdetailsofthecurrentloggedinuser.IfthisisnotappropriatethenchecktheOverridelogindetailsandentertheUsernameandPasswordtouseinstead.(ThismightbenecessaryifforexampleyouconnecttotheofficefromyourhomePC).IftheUseraccountislinkedtoaMicrosoftActiveDirectoryUseraccountthenentertheusernameintheDOMAIN\Userformat,otherwiseusetheusernameandpasswordprovidedbyyouradministrator.Bydefaulttheusernameisyourextensionnumberandleavethepasswordblanktousethedefaultvalue.
User Guide
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4 OutlookFeaturesThefollowingsectioncoversthefeaturesthatareavailableintheMicrosoftOutlooklicensedversionofPhoneManager.ThespecificMicrosoftOutlookfeaturesthatareprovidedare:
CallControl Howtomakeandtransfercalls.Howtohandlemultiplecallsandtellthedifferencebetweendifferenttypesofcall.
ExtensionControl Controllingthestateofyourextension.Forwardstates,DoNotDisturbandACDAgentcontrol.VolumeControlandVoicemailaccess.
Contacts Viewthestatusofotheruserswithintheorganization.Searchingforinternalandexternalcontactsandusingthecontactsviewtomanagefavoritesandspeedupcommunications.
CallHistory Trackallcallsyoumakeonthesystemandoptionallyplaythemback(requiresCallRecordingintegrationlicense).
Chat Communicatewithotherusersinsidetheorganizationusingchat/instantmessaging.
DirectoryIntegration OutlookcontactscanbelinkedintothePhoneManagerdirectoryanddisplayedonthetoaster.
ScreenPopping Outlookcontactscanbescreenpopped.
CallHistory Outlookcontactscanhavecallhistory(journalentries)created.
Calendar/DNDSynchronization OutlookcalendarcanbeusedtoautomaticallysynchronizetheUser'sDNDstatewiththeircalendaritems.
Thislicensealsoprovides:
HotKeys Configureglobalhotkeystoautomatecommontelephonytasks.
CallBannerProfiles Toastersupportforcustombannerprofiles.
Softphone Supportforconnectingasasoftphone.(Requiresasoftphonelicense).
IntegratedToolbar Onlyavailablewhenconnectedasasoftphone.Thisprovides5buttonsthatcanbecustomizedonthemainwindow.
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4.1 CallControlOverviewMakingandreceivingcallsisobviouslytheprimarypurposeofatelephone.PhoneManagermakesthisprocessassimpleandefficientaspossible,providingyouwithcontextsensitiveactionbuttonsandgivingyoualltheinformationyouneedaboutthecallsyouareon.
MakingCalls Howtodialinternalandexternalnumbers.
Highlight&Dial Dialingfromwithinotherapplications.
Toaster Seeingdetailsaboutthecallyouareonandperformingcommontaskssuchasputtingcallsonhold,retrievingcallsandclearingcalls.
Transferring Performingsupervised/announcedordirecttransfers.
MultipleCalls Howtohandlemultiplecallsatyourextension.
DialPad DialingoutwiththedialpadordialingDTMFdigitsoveracalltonavigatethroughanattendantorIVR.
UriSchemes ClicktoDialURIschemes
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4.1.1 MakingCallsMakingacalltoanumberisasimpleprocessthatcanbeachievedanumberofdifferentways.
Dialinganumberyouknow
Ifyouknowthenumberyouwishtodial,whetheritisanotherextensioninternallyoranexternalnumberthensimplyenterthenumberintotheSearch or DialboxandhittheenterkeyorpresstheDialbuttontomakeyourextensiondialthenumber.Ifyouaredialinganexternalnumberthereisnoneedtoworryaboutaddinginanyadditionaldigitstogetanoutsidelineorworryingaboutareacodesasthiswillbedoneautomaticallyaspertheconfigurationintheserver.
Dialingfromthecontactsscreen
Ifyouwanttodialanotheruserwithinyourorganizationoracontactthatisstoredinaglobalorpersonaldirectoryyousimplyneedtoclickthedialiconnexttotheirstatusicononthecontactsscreenordoubleclickthestatusiconitself.IfthecontacttodialisnotcurrentlyvisiblestartenteringtheirnameintotheSearch orDialboxtobringupalistofmatchingcontacts.
Ifyoudialacontactwhileyouarealreadyonacallwithsomeoneelse,PhoneManagerwillautomaticallysetupaconsultation/enquirycallforyou.
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4.1.2 Highlight&DialDialingfromanotherapplication(Highlight&Dial)
Oftenyouwillhavetheneedtodialanumberfromanotherapplication.Commonlythiswillbeawebpagethatyouwanttodialthecontactdetailsfromoranemailsomeonehassentyou.TodothisyoucanusetheHighlight&DialfeaturesofPhoneManager.SimplyhighlightthenumberyouwishtodialandthendoubleclickontheHighlight&DialbuttonoruseaHighlight&Dialhotkey(SeetheHotKeyssectionfordetails).YouwillfindtheHighlight&Dialbuttondockedtotheright-handsideofyourscreen.
YoucanmovetheHighlight&Dialbuttonupordownthescreentosuityourrequirements.GenerallyaslongasthenumbercanbecopiedtoandpastedfromtheWindowsclipboardthenthisshouldwork.ThiscanbetestedbyhighlightingthetelephonenumberandpressingCtrl+CandthenopeningNotepadandpressingCtrl+V.Ifthenumberappearsthenthetestwassuccessful.
Some3rdpartyapplicationscanperformtheirownclipboardcontrolcausinghighlightanddialtonotfunctioncorrectly.TestingwithaPhoneManagerclientisrecommendedtoensurefullcompatibility.
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4.1.3 ToasterThetoasterwindowwillappearwheneveracallisinprogressatyourextension.Itisdesignedtogiveyouallthedetailsyouneedaboutthecallinprogressandprovideyouwithcontextsensitivebuttonstoperformactionsonthosecallssuchasholdorretrievingacall.
ContextSensitiveButtons
Thefollowingbuttonswillappearatdifferenttimesonthetoasterdependingonthestatusofthecall.
Usethisbuttontohanguponacall.
Ifyouhavethehandsetofthetelephoneinyourhandyouwillbedisconnectedfromtheremotepartybutwillbeleftwithaconnectiontothetelephonesystem.
Usethisbuttontoansweranincomingcall.
Theseholdandretrievebuttonswillappearonceacallisinprogress.Ifyouholdacallbypressingtheholdbuttononthetoasteroronthetelephoneitself,theholdbuttonwillbereplacedwitharetrievebuttontoallowyoutopickthecallbackup.
Thisoptionisdisplayedonincomingringingcalls.Usethediverttosendanunwantedcalltoanotherdestination.
Thisoptionisdisplayedonincomingringingcalls.Usethesendtovoicemailoptiontosendanunwantedcalltoyourvoicemailmailbox.
Thetransferoptionwillallowyoutospeaktosomeoneattheotherlocationfirstbeforeputtingthecallthrough.
Theseoptionsareavailableifyouhavesetupaconsultationcall.Tocompletethetransferhangupthehandsetofthetelephoneorpressthecompletebutton.Togobacktotheoriginalcallpressthecancelbutton.
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Thisbuttonallowsyoutomutethecall.
Whenassociatedwitha6900handset,theMutebuttonwillworkbutwillnotlightupwhenactive.
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4.1.4 TransferringTransferringacallcanbedoneinseveraldifferentwaysdependingonwhetheryouwanttotransferanansweredcalldirectly(blindtransfer)orbyannouncedtransfer.Alternativelyifthecallisringing,thenyoucandivertthecallbeforeanswer.
Transfers
Whenconnectedtoacall,contextsensitivetoasteractionbuttonsappeartooffertheuserthesystemfeaturesthatarepossibleatthetime.
SoftphonedoesnotsupporttransferringaconnectedcallstraighttoaVoicemailbox
AnnouncedTransfer
Toperformanannouncedtransferaconsultationcallneedstobesetupbeforetransferringthecall.WhilstonacallclickontheTransferbuttonandthiswillgivefocustothemainwindowwiththecursorintheSearch orDialbox,orgodirecttothemainwindowandfindthecontact,orusethehotkeyforDirectory Search.Useanyofthesemethodstofindthecontacttotransferthecalltointhemaincontactwindow.Oncethecontacthasbeenfound,dialthemandthiswillsetuptheconsultationcall.Forexamplethisshowsaconsultationcallmadetoextension1801.
Astherearemultiplecallsattheextensionnowthesummarypanelappearstotheleftofthetoaster.Thisshowsallthecallsatthecurrentextensionandclickingoneachcallwillupdatethedetailsontherighthandsidewiththerelevantinformationforthecallselected.TheconsultationcallhasnotbeenansweredyetbutthetransfercanbecompletedatanytimebyclickingontheCompletebutton.Tocanceltheconsultationcallandnotperformthetransfertothiscontact,clickontheCancelbutton(shownabove).Thiswillthencleartheconsultationcallandconnectyoubacktotheoriginalcall.AlternativelyswapovertotheenquirycallandclickontheEndbuttonshownbelow.Thiswillcausetheoriginalcalltobeleftonholdandwouldneedtobemanuallyretrieved.
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Divert
Whenacallisringingthetoasteractionbuttonschangetoreflectwhatyoucandowiththiscall.
TodivertacallclickontheDivertbuttonandthiswillgivefocustothemainwindowwiththecursorintheSearch or Dialbox.Searchforthecontacttodivertthecalltoandclickonthedialbuttonnexttotheiricon(orhighlightitandpressEnter)ortypeinthenumberintheSearch or DialboxandclickonDial.Thecallwillthenbesentstraighttothiscontactandthecallwillclearfromyourextension.ThetoasteralsoprovidesaSend to voicemailbuttonthatenablesasingleclickdivertofacalltovoicemail.
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4.1.5 MultipleCallsThetoasterpopupwillshowmultiplecallsatanextensionbyexpandingtotheleftwithasummarypanethatlistsallofthecallsinprogress.Clickingontheentryforaspecificcallwillupdatethedetailsontherighthandsidewiththerelevantinformationforthecallselected.Forasinglecallthetoasterwillbeshownwithoutthesummarypane.
Ifasecondcallcomesinthethentoasterwillexpandwiththesummarypane.Thisexampleshowsthefirstcallasconnectedandthesecondcallisringing.
Ifathirdcallcomesinthenthisgetsadded.Inthisexamplethefirstcallisconnectedandthesecondandthirdcallsareringing.
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Nexttoeachcallinthesummarypanetheicontotheleftreflectsthestateofthecall.
Callconnected
Callringing
Callonhold
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4.1.6 ConferencingSometimesthereisarequirementtoincludemorethanoneotherpersononatelephoneconversation,thisiscalledconferencing.Therearetwowaysthetelephonesystemsupportsconferencing:
Meet-MeConference->AconferencebridgethatyoudialintowithaspecificcodeAd-hocConference->Choosethepeopletoincludeintheconferencefromyourtelephone
PhoneManagerprovidesaneasywaytoaccesseitherofthesetwofeatures.
Meet-MeConferencing
TojoinaMeet-Meconference,dialthesystems'ConferenceAssistantandthenenterthePINfortheconferenceyouwishtojoin.IfyouhavebeeninvitedtojoinaconferenceyouwillhavebeengiventhePINofthepersonwhoinvitedyou.IfyouarejoiningyourownbridgethenunlessyouhavebeentoldotherwiseyourPINwillusuallybethesameasyourextensionnumber.OnceyouhavejoinedaMeet-MeConference,additionalpartiescanbeaddedusingtheAd-hocmethodbelow.
Ifyoudon'tknowtheConferenceAssistantnumberthensearchfor'ConferenceAssistant'inthesearchordialareaofthePhoneManagerUI
Ad-HocConferencing
Conferencescanbecreatedontheflyusingthe'AddParty'and'Merge'buttonsontheCallBanner.Tostartanad-hocconference,followthesesteps:
1. Ringthefirstpersontobeincludedintheconference.2. Oncetheyanswer,pressthe'AddParty'buttonontheCallBanner.3. ThecallwillbeplacedonholdandfocuswillbetakentothePhoneManagerUI.4. Dialthenextperson,thiscanbedonebydialingsomeonedirectlyfromtheContactsscreenorby
enteringanumberintheSearchorDialsection5. Whenthenextcallanswerseitherpress'Merge'ontheCallBannertobringthecallsintoaconference
orpress'AddParty'andrepeatsteps2to5bringmorepeopleintotheconference.
Dependingonthetimetakentosetupupallthecalls,thefirstcallmaystartrecallingfromits'Onhold'status.Ifthishappensthecallneedstobeansweredandheldagaintoallowittobeconferenced.OnceaconferenceisinplaceasingleentrywillappearontheCallBannerwiththenumberofpartiesintheconferenceinbracketsafter.
Dependingonhowthetelephonesystemisconfigured,thelimittothenumberofpartiesinanAd-hocconferencewillbeeither4or8.
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IfusingSoftphone,thesoftwareonlycontrolsconferencesupto3parties.
OnceaConferenceisinprogress,steps2to5canberepeatedagaintoaddadditionpeople.
Pressing'Merge'willaddallcallsthatarecurrently'Onhold'or'Inprogress'atthecurrentextensionintotheconference.Callsthatareringingwillnotbeadded.
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4.1.7 DialPadThedialpadcanbeusedfordialingnumbersorfornavigatingAutoAttendantsorInteractiveVoiceResponse(IVR)systems.Thiscanbeopenedallthetimebyclickingontothedialpadiconfromthemainwindow.
Alternativelywhilstonacallclickonthedialpadiconfromthetoasterwindowtodisplaythedialpadwindow.
Inordertoensurethatthenormaluseofnumerickeysonyourcomputerdoesn'tinterferewithacall,DTMFtoneswillonlybesentoveracallwhilsttheDialPadwindowortoasterhasfocus.
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4.1.8 URISchemesPhoneManagersupportsarangeofdifferentwellknownURIschemesthatenableapplicationstobeabletododirectclicktodialbyturningthetelephonenumbersintohyperlinks.Forexampleifanapplicationwrapsthetelephonenumberintothisformat:
tel://01234567890
Clickingonthislinkwillthencausethisnumbertobedialled.ThefollowingURIformatsaresupported:
URIScheme Example
dial dial://01234567890
sip sip://01234567890
callto callto://01234567890
tel tel://01234567890
call call://01234567890
dialfrompm dialfrompm://01234567890
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4.2 ExtensionControlOverviewPhoneManagerprovidescompletecontroloverthestatusofyourextension.Theapplicationcanbesetuptocontroltheextensioninoneoftwomodes.ThemodeusediscontrolledontheserverusingthePhoneManagerClientProfile.
PresenceProfiles
Differentprofilescontaininformationabouthowauser'sprimaryextensionissetup.Tochangetheconfigurationofthetelephoneusersneedonlyselectadifferentprofile.Thisformofcontrolprovidesuserswithasimplewayofcontrollingtheirconfigurationandcanbetailoredtoeachuser'sneeds.ItisalsoanessentialfeaturewhenworkingwithPhoneManagerMobile.FormoreinformationonusingPresenceProfilesclickhere.
DirectControl
UsershavedirectcontroloftheextensionPhoneManagerisconnectedtousingtherelevantfeaturebuttons:
DoNotDisturb Singleclickaccesstoanyofthe20donotdisturbstatesprogrammedonthetelephonesystemtoensureyouarenotinterruptedwhenbusy.
UCDHuntGroupCallControl
ControloftheUCDhuntgroupstateofyourextension.Forexample,toenableUCDhuntgroupcallsbetaken.
ManualForwarding Controlofthelocalforwardstateofyourextension.Forexample,divertcallstovoicemailortoyourmobilewhenbusy.
Common
ThefollowingcontrolsarecommontousersusingPresenceProfilesorDirectControl
ACDAgentControl LogintoallorselectedhuntgroupsyourACDagentIDbelongsto.
VoicemailAccess Visualindicationofwhenyouhavevoicemailsandsingleaccesstodialintothevoicemailsystemtoretrievethem.
VolumeControl Increaseordecreasethevolumewhenringingorduringacallormutetheaudioalltogether.
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4.2.1 DoNotDisturb(DND)WhenawayfromyourdeskorbusyinameetingyoucansettheDoNotDisturb(DND)messageonyourphonesootherusersontheMiVoiceOffice250systemknowyourstatus.ThePBXprovides20predefinedDNDmessagesforyoutochoosefrom.
Thesemessagescanbere-programmedinDatabaseProgrammingontheMiVoiceOffice250system.
The"DND"iconenablesuserstosettheirDNDstatusandchangescolortoindicatewhatstatetheyarecurrentlyin.
Icon Description
DNDisnotconfigured.
DNDisconfigured.
Clickingonthe"DND"iconwhennotconfiguredwillallowtheusertoselecttheDNDmessagetousefromthe20pre-configuredmessagesshown.Whenamessagehasbeenselectedthenapromptwillbeshowntoallowtheusertooptionallyenterupto16charactersofDNDtexttosupplementtheDNDmessage.Forexample:
"INMEETINGUNTIL12.30PM"
AnyMiVoiceOffice250usernowcallingyourextensionorviewingyourstatusinPhoneManagerwillseeyourDNDmessage.IfyouareintheDNDstate,thePhoneManagerDNDiconwillturnred.ClickingthiswilltoggletheDNDstatetooffturningtheiconblue .ClickingagainwillsetDNDstatetoon.
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4.2.2 ACDAgentControlACDAgentIDscanbeusedontheMiVoiceOffice250systemtologinandoutofwhicheverACDhuntgroupsyouAgentIDbelongsto.Eachhuntgroupwouldgenerallyindicateadifferenttypeofcalltobeansweredorindicateaspecificskillsettouseforthatcall.TheACDiconenablesuserstocontroltheirACDstatusandchangescolortoindicatewhatstatetheyarecurrentlyin.
Icon Description
Loggedout
Loggedinandfree
Loggedinandinwrapup
WhenyouareloggedoutandpresstheACDiconthelistofhuntgroupsfortheagentIDthatisassignedtoyouruseraccountareshown.Clickingon"Loginagent(xxxx)"willlogintoallACDgroupsthatthisagentIDisamemberof.Alternativelyselectthespecifichuntgroupthatyouwishtologinbyclickingonthegroup.TouseadifferentagentIDclickonthe"LoginwithagentID"optionandthenentertheIDintheboxshownandthiswilllogtheagentintoallgroups.ThelistofindividualhuntgroupswillthenbeupdatedforthisagentIDtoenablespecificgroupstobeloggedoutof.Whileloggedinatickwillshowagainstallhuntgroupsthatyouareloggedinto.Themenucanthenbeusedtologinoroutofanyoftheothergroupsatanytime.
TheACDiconwillonlybedisplayediftheuserhasthe"EnableACDcontrol"flagsetagainsttheirClient Profile.
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4.2.3 UCDHuntGroupCallsUCDhuntgroupscanbeusedontheMiVoiceOffice250systemtoroutecallstogroupsofextensions.Eachhuntgroupwouldgenerallyindicateadifferenttypeofcalltobeansweredorindicateaspecificskillsettouseforthatcall.The"HuntGroupCalls"iconenablesuserstotoggletheirUCDstatusandchangescolortoindicatewhatstatetheyarecurrentlyin.
Icon Description
UCDhuntgroupcallswillnotbepresented.
UCDhuntgroupcallswillbepresented.
TheUCDiconwillonlybedisplayediftheuserhasthe"EnableUCDcontrol"flagsetagainsttheirClient Profile.
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4.2.4 ManualForwardYourextensioncanhaveamanualforwardsettodivertcallstoanotherdestinationunderdifferentcircumstances.Thevariousforwardstatesavailabletochoosefromare:
State Description
NoAnswer Forwardcallswhenyoudontanswerthem.ThedefaultnoanswertimeonthePBXis15seconds(Thissystemwidetimercanbechanged)
Busy Forwardcallsonlywhenyourextensionisbusy.
NoAnswerBusy Thisoptionisacombinationofthefirsttwooptions.
AllCalls Forwardallcallsthatalertyouextensionimmediately.
The"Forwardcalls"iconenablesuserstosettheirforwardstatusandchangescolortoindicatewhatstatetheyarecurrentlyin.
Icon Description
Noforwardingisconfigured.
Forwardingisconfigured.
Clickingonthe"Forwardcalls"iconwhennoforwardingisconfiguredwillallowtheusertoselect1ofthe4optionsavailable.Atextinputboxwillthenappeartopromptforaforwarddestination.Inthisboxyoucanenteraninternalorexternalnumbersuchasamobilephonenumber(ifexternalremembertoincludethenumbertoaccessanoutsideline).Iftheforwardstateisalreadyconfigured,thenclickingontheiconwillremovetheforwardsettingfromyourextension.
TheMiVoiceOffice250systemalsosupportspre-programmedforwardrulescalled"SystemForwarding".ManualForwardingwilloverrideanySystemForwardingrulesyoumayhaveset.
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4.2.5 VoiceMailAccessThe"Voicemail"iconshowsaredbadgeindicationwiththenumberofvoiceorextensionmessagesthathavebeenleftforeachdifferentone.Clickingontheicondisplaysalistofthemessagesandselectingtheindividualonewilleitherdialintothecorrectmailboxorcalltheextensionthatleftthemessage.Inthisexamplethereare3messages.
Sales(1077):isavoicemailforanun-associatedmailboxwiththenotificationextensionsettothisusers.1809:isanextensionmessageleftfromextension1809.LocalMailbox(1021):isavoicemailforanassociatedmailboxforthisextension.
Whentherearenooutstandingmessagesthentherewillbenoredbadgeindicationshown.
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4.2.6 VolumeControlThevolumefunctionsbehavedifferentlydependingonwhetherPhoneManagerisassociatedwithaphysicalextension(DeskPhone)orisinSIPsoftphonemode.
ExtensionVolumeControl
Thevolumeofyourextensionphonecanbecontrolledusingthemute ,volumeincrease andvolume
decrease iconsatthebottomrightofthemainwindow.WhencontrollingaMitelextensiondeskphonetheseiconsaregroupedtogetherinthebottomrightcornerlikethis
Dependingonthestateofyourextensiontheiconswilldodifferentthings:
IdleorRingingState Mutewillbedisabled.
Volumedecreasewilldecreasetheringing
volumeandsaveit.
Volumeincreasewillincreasetheringing
volumeandsaveit.
Callinprogressonthehandset Mutewillbeenabled.
Volumedecreasewilldecreasethehandset
volumeandsaveit.
Volumeincreasewillincreasethehandset
volumeandsaveit.
AdditionaltypesofcallinprogressincludeHandsFreeandHeadsetandthevolumecontrolwillapplyindependentlytoeachtypeofaudiocall.Whenthemuteiconispresseditwillturnredtoindicatethataudioisnowmutedonthecall.Toturnmuteoffsimplyclickontheiconagain.
SoftphoneVolume
Thevolumecontrolsareenhancedtoincludeaslidecontrolwhenconnectedasasoftphone.ThisoffersagreaterlevelofcontrolthanwhenPhoneManageriscontrollinganextensionandlookslikethis:
WhenusingthevolumecontrolinsoftphonemodeyouwillbesettingthevolumeofwhicheveraudiodeviceisconfiguredinSettings--->Softphone--->AudiowithinyourPhoneManagersoftware.
Volumecontrolforasoftphoneisonlyavailablewhenusingthebuiltinsoftphone.
Whenmutingacallonthesoftphonebothpartiesaudioaremuted.
Whenassociatedwitha6900handset,theMutebuttonwillworkbutwillnotlightupwhenactive.
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4.3 ContactsOverviewThecontactstabwithinPhoneManagerprovidesaviewtoprovidereal-timeinformationaboutotherdevicesincludingUsers,extensions,agents,speeddialsandhuntgroups.Thisgivesasinglequickviewofthestatusofthesedevicesandcallcontrolfeaturessuchassingleclicktodial.
Groups
Eachdevicethatisshownispartofagroup.ClickingthedirectorybuttononthetoplefthandcornerdisplaystheavailabledirectoriesandgivestheUsertheabilitytobeableshoworhideeachgroup.
Ifthereisagreenticknexttotheentrythenthiswillbeshown.Uncheckingthiswillcausethedirectorytobehidden.EachPhoneManagerUserhastheirownFavoritesgroupwhichtheycanaddandremovedevicestoandfromandispersonaltoeachUser.TheycanalsoadditemsfromtheDirectoriestothis,forexampleSpeedDials,PersonalContacts,CentralContactsorMicrosoftOutlookContacts.TheothergroupsarecreatedautomaticallyfromtheBusinessUnitstructureconfiguredontheserver.
DeviceControl
Foreachdevicethereareactionsthatcanbeperformed.Rightclickingonadevicewilldisplayamenuoftheavailableactionsandtheoptionsavailablearedependentonthetypeofdevice,thestateofthedeviceandthe
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licenseleveloftheclient.
DeviceView
Thecontactstabsupportsdisplayingthedeviceinformationineitheralargeiconoradetailsview.Thecurrentviewcanbechangedusingtheviewselectionbuttonsinthetoprightcorner.
Thecurrentviewishighlightedinblue,withthelargeiconviewusingtheleftbuttonandthedetailsviewontheright.
LargeIconView-Displaysagridofdeviceswithlargeiconsandupto*3piecesofinformationaboutthecontactDetailsView-Displaysatableofdeviceswithmoredetailedinformationabouttheirstate
*ThedefaultinformationshownisNumber,Status&CallerID.TochangetheinformationdisplayedinLargeIconView,switchtoDetailsViewandmovethecolumnsaroundsothattheinformationrequiredisinthefirst3columnsaftertheNamecolumn.ThefollowinginformationcanbeaddedintheDetailsView:
Grouping Information Description
CallDetails
(if no callis inprogressthesecolumnswill beempty)
AccountCode***
ThecurrentAccountCodethathasbeenenteredonthecallwillappearhere.Ifmorethanonecodehasbeenentereditwillshowthelastone
CallType Thetypeofcall;Internal,InboundorOutbound
CallerID*** Thetelephonenumberorspeeddialnameofthecaller
DDI*** IfthecallwasInboundthenthisfieldcontainstheDDInumberthecallcameinon
Display*** ThiscolumncontainstheDisplayinformationformthedevice
DNIS*** IfthecallwasInboundthenthisfieldcontainstheDNISforthecall
Duration* Thecurrentdurationofthecallinprogressatthisdevice
HuntGroup***
IfthecallwaspresentedthroughaHuntGroupitwillbedisplayedhere
RingTime* Theringtimeforthecurrentcallatthisdevice
StartTime* Thestarttimeforthecallatthisdevice
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TalkTime* Thetalktimeforthecallatthisdevice
TimeOnHold*
Theholdtimeforthecallatthisdevice
TransferredFrom
Wherethecurrentcallwastransferredfrom
Trunk IfthecallisnotInternal,thiscolumnwilldisplaytheTrunknumberbeingused
UserDetails
CallsQueuing
Thenumberofcallscurrentlyqueuingatthedevice
CallsRinging
Thenumberofcallscurrentlyringingatthedevice
CurrentDevice***
IfthedeviceisanAgentID,thiswillshowwheretheyareloggedin
CurrentHuntGroups***
ACSVlistofACDHuntGroupsthedeviceisamemberof
ForwardStatus***
ThecurrentForwardStateofthedevice
Name Thenameofthecurrentdevice
Number Thenumberofthecurrentdevice
Status Thestateofthecurrentdevice.IfitisaUseritwillshowtheirPresencesupplementedinbracketswiththestateoftheirprimaryextension
TimeInStatus*
Thetimepassedsincethedevice'slaststatechange
VoicemailCount**
Thetimepassedsincethedevice'slaststatechange
ServerContact
(if there isa call atthedeviceand theserverhas acontactmatch itwilldisplay inthesecolumns)
Contact Thenameofthecontactonthecurrentcall
ContactField1to10
Theothercontactfieldsfromtheservernumbering1to10
*TimebasedcolumnsareonlycalculatedfromwhenPhoneManagerstarts.Timebasedcolumnsbydefaultupdateevery5secondshoweverthisisconfigurableontheserver.**OnlyavailablewhenusingaTeamLeaderlicense***ThesecolumnsarenotavailableifusingaStandardlicense
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ToaddorremovecolumnsfromtheDetailsViewgird,right-clickanywhereonthecolumnheadersandamenuwillappear.Selectorunselectitemsinthemenutohideorshowthem.Columnsthatarealreadyvisiblewillappearwithatickagainsttheminthemenu:
DeviceIcons
Eachtypeofdevicehasadifferenticonandchangescolordependingonthestatusofthedevice.
Speeddialcontactfromthetelephonesystem.
Centralserverorpersonalcontact,i.e.GlobalDirectory.
MicrosoftOutlookcontact.
MicrosoftOutlook365contact.
Auserthathassetapersonalprofileimage.Inthisscenariothesmallcircleinthebottomright-handcornershowstheuser'sstatus.Thestatuscolorsmatchthoseoftheusericonsbelow.
Note:Whenauserhasaprofileimage,itwillalwaysshowasolidstatuscolorwhethertheyhavePhoneManagerDesktopconnectedornot.
UserwhoisnotconnectedwithPhoneManagerandhasnoextension/agentassignedtotheirUseraccount.
UserinthefreestatewithoutPhoneManagerconnected(thisshowsthestatusoftheextension/agentassignedtotheirUseraccount).
UserinthebusystatewithoutPhoneManagerconnected(thisshowsthestatusoftheextension/agentassignedtotheirUseraccount).
UserintheDNDstatewithoutPhoneManagerconnected(thisshowsthestatusoftheextension/agentassignedtotheirUseraccount).
UserinthefreestatewhohasPhoneManagerconnected.
UserinthebusystatewhohasPhoneManagerconnected.
UserintheDNDstatewhohasPhoneManagerconnected.
Extensionintheofflinestateorshowninasearchresultlist.
Extensioninthefreestate.
Extensioninthebusystate.
ExtensionintheDNDstate.
Agentisloggedout.
Agentinthefreestate.
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Agentinthebusystate.
AgentintheDNDstate.
Agentinthewrap-upstate.
Huntgroup.
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4.3.1 DirectoriesOverviewContactdirectoriescanbecreatedtoprovidemoreinformationaboutthecontactswhoarecallinginandtoprovidedirectorysearchfeaturestohelpfindpeopletocall.Thedirectoriescanbepopulatedmanuallybyusers,bulkimportedfromfilesorlinkeddirectlytootherdatabases.Thereareseveraldifferentsourcesthatcanbeusedtoimportcontactrecords.Theyinclude:
Manuallycreatedbyusers.ImportedfromtextorCSVfiles.Linkeddirectintoexistingdatabases.YourownMicrosoftOutlookpersonalcontacts.TheMiVoiceOffice250PBXSystemSpeedDiallist(Maximum1000).
Usingthecontactdirectories,PhoneManagercansearchtofindanymatchingcontactstodial.Whenaninboundcallisreceivedoranoutboundcallmade,therelevantdirectoriesaresearchedautomaticallyandthematchingcontactinformationismadeavailableanddisplayedonthePhoneManagertoaster.
Globaldirectories
Thesystemhasaglobaldirectorythatisaccessiblebyallusersbydefault.Thisisstoredcentrallytoenabletheuserstoaccessthisfromanylocationthattheyconnectfrom.Anyusercanadd,editorremovecontacts.
Personaldirectories
Eachuseralsohastheirownpersonaldirectorythatisonlyaccessiblebythem.Theassociateduserthenhastheabilitytobeabletomanagethisdirectoryandadd,editorremoveitemsfromthis.Thisisstoredcentrallytoenabletheusertoaccessthisfromanylocationthattheyconnectfrom.
IftheuserhasupgradedfromaPhoneManagerv3thentheirexistingpersonalcontactscanbeimported.Thisisonlysupportediftheuserspersonalcontactshavebeenstoredlocally(eitherinthe%PROGRAMFILES%folderonthecomputertheyareon,orintheir"MyDocument"folderandNOTcentrally.Iftheyarestoredcentrallythentheywillneedtobemigratedbeforeupgrading.IfthesefilesarepresentthenPhoneManagerwillprompttheuserautomaticallywhenstartedtoimport.
Databaselinkeddirectories
Externaldatabasecanbelinkedto;usinganODBCorOLEDBconnection.Thecontactswithinthisdatabasearethenimportedintothesystemonaregularbasistokeepthemuptodate.Thesedirectoriesarereadonlyasanymodificationstoacontactwouldbelostonthenextimport.
CSVdirectories
TextfilesinCSVformatcanbeusedtoimportcontacts.Thecontactscanbeimportedintothesystemmanuallyoronapreconfiguredschedulesothatthedirectoriesarealwaysuptodate.Thesedirectoriesarereadonlyasanymodificationstoacontactwouldbelostonthenextimport.
FormoreinformationseetheContactDirectoriessectionintheCommunicationServicehelp.
MicrosoftOutlookpersonalcontacts
IfaUserhastheDownload Outlook contactsoptionenabledintheirClient Profileontheserver,thenpersonalcontactsfromwithinMicrosoftOutlookcanbesearcheddirectlyfromPhoneManager.
TheUserneedstobeconnectedwithaMicrosoftOutlooklicensetoenablethisfeature.
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ThisrequiresMicrosoftOutlooktoberunningwithinthesamesessionasthePhoneManagerclientandonlylocalcontactfoldersaresupported.
ThecontactscanbesearchedusingtheHome,TelephoneorMobile/Cellnumberfieldsaswellasthefirst,middle,lastandcompanynamefieldsassociatedwiththeOutlookcontact.TheonlyuserthatcansearchandaccessthesecontactsisthelocalUser.OtherUserscannotaccessthesecontacts.
MiVoiceOffice250PBXSystemSpeedDialList
ThePBXcontainsitsowndirectoryintheformofsystemspeeddials.TheseentriesareconfiguredfromwithinDatabaseProgrammingontheMiVoiceOffice250systemandthePhoneManagerserverwilldownloadthemdirectlyfromthePBXwhenconnected.Eachentryonlyhasanameandnumberassociatedwithitandeachofthesefieldscanbeusedtosearch.AnychangestothislistmadeontheMiVoiceOffice250systemwillautomaticallyupdatethePhoneManagerdirectory.AllPhoneManagerusershaveaccesstosearchanddialtheMiVoiceOffice250systemspeeddials.
PrivatespeeddialscanNOTbedialed.
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4.3.2 SearchingOverviewSearchingforcontactsisdonefromthemainwindowintheSearch or Dialsection.Typinginarelevantsearchterm,i.e.telephonenumberorname,willshortcuttoanymatchingentriesinthecontactstab.ThesearchwilltryandfindamatchinanyofthedevicesonthePBXorwithinanyofthedirectoriesthathavebeenassignedtoyourPhoneManageruseraccountontheserver.TocancelasearchclickontotheXnexttotheDialbuttonandthiswillrestorethecontactstabbacktothedefaultview.
Remembertocancelasearchsothatyourentirecontactsarevisibleonthecontactstab.
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4.4 CallHistoryOverviewThecallhistoryprovidesalistofallofyourrecentcallactivity.Thisincludesinternalcalls,externalinboundandoutboundcallsandmissedcallsthatwerenotanswered.IftheUserhasmultipledevices(extensions/agents)associatedwiththeirprofilethenthehistorywillshowcallsforallthesewhilsttheUserwaslinkedwiththem(InotherwordsthecallhistoryrepresentsthePhoneManageruserratherthanthedeviceonwhichthecalltookplace).Thehistoryisrefreshedafteracallisclearedfromthecurrentextensionphone.
ThecallhistorydoesnotrequirePhoneManagertoberunningtosavethecallinformation-theserverlogsthecallhistorycentrally.
Youareonlyabletoseethelast3monthsofcallhistoryontheclient.
Foreachcallthehistorytabshowsthefollowinginformation:
Name:Thisiseitherthenameofthecontactthathasbeenmatchedtothecallorifnoneisavailablethentheoutsidenumber.Time:Thetimeofdaythatthecallwasmadeorreceived.TalkTime:Thelengthoftimethatthecallwasconnected.RingTime:Thelengthoftimethatthecallwasringing.CLI:Thecallerid(CallingPartyNumber)oroutsidenumber.Thisisonlypopulatedforexternalcalls.DID:Thedirectnumberdialedbytheinboundcaller.Thisisonlypopulatedforinboundexternalcalls.HuntGroup:Thehuntgroupthatthecallcameinon.Thisisonlypopulatedforinboundexternalcalls.AccountCode:Thisshowsanyaccountcodesthatweresetagainstthecallwhilstinprogress.
Asthemainwindowisresizedthenumberofcolumnsshownwillchangeasthereismorespacetodisplaythese.
Tothelefthandsideofeachentrytheiconshowswhattypeofcallthisis.
Outboundcall
Inboundcall(ThisincludescallsansweredbyvoicemailandinthecaseofDEEcallsansweredbyotherdevicesintheDEEgroup)
Inboundmissedcall
Nexttoeachentry,ontherighthandside,thereareiconstodialthecontactbackandifthesystemhascallrecordingintegrationenabledandtheUserhasplaybackrights,thentheycanlistentotheassociatedcallrecordingforthecall.
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4.4.1 CallRecordingOverviewPhoneManagercanintegrateintoaCallRecordertoprovidedirectaccesstoplaybacktherecordingsfortheUser.Callrecordingcanalsobepaused/resumedtoenablespecificpartsofacalltonotberecorded,forexamplewhencreditcarddetailsarebeingprovided.
Additional3rdpartylicensingmayberequiredtopause/resumecallrecordings.
Playback
CallrecordingscanbeplayedbackfromtheCallHistorytabwithinPhoneManagerbyclickingontothe iconnexttothespecificcall.Thisprovidesadirectlinktotheplaybackpageforthiscall.ToaccesstherecordingtheUsermusthaveavalidaccountonthecallrecorderthatgrantsthemaccesstothecalltheyaretryingtolistento.
Pause/Resume
CallrecordingscanbemanuallypausedandresumedbyconfiguringaToolbarbutton.Thiscanbeonthemainwindowintegratedtoolbaroronanexternaltoolbar.Whenusedonanexternaltoolbarthebuttonhighlightinthebottomrighthandcornerofthebuttonwillchangecolorbasedonthecurrentstateofthecallrecording.
Button State
Greyhighlightshowsthereisnocallcurrentlybeingrecorded.
Yellowhighlightshowsthecallisbeingrecorded.
Redhighlightshowsthecallrecordingispaused.
CallTagging
CallrecordingsoftenhaveseveralcustomfieldsthatcanbepopulatedandPhoneManagerprovidesawaytodothisfromatoolbarbuttonorfromamacro.Theycanbeconfiguredsothataspecifictagfieldandvalueisusedeachtime,oritcanprompttheusertoenteracustomvalueeachtime.
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4.5 PresenceProfilesPresenceProfilesprovidemechanismforcontrollingmanyaspectsofauser'sextension.IfenabledtousePresenceProfiles,eachuserisgivenadefaultsetofprofilesthattheycanaddto,editordeleteastheyrequire.
Profileinformation
EachprofilehasanamewhichwillbevisibletootherusersofPhoneManagerwhenitisselected.TheprofilenamecanthenbesupplementedwithAdditionalInformationthatcanbechangedasrequiredandwillalsobevisibletootherusers.Forexample,theprofile'Inameeting'couldbesupplementedwith'until4pm'toprovideotheruserswithmoreinformationaboutstatus.
IftheprofileselectedisconfiguredtoenableDNDthentheAdditionalInformationwillbeaddedtotheDNDstatustextonthetelephonesystem.
ExtensionControl
EachPresenceProfilecancontrolthefollowingaspectsoftheuser'sprimaryextension:
DoNotDisturbUCDHuntGroupStatusForwardingDynamicExtensionExpress
Whenaprofileischanged,anyextensionstatuschangesareappliedtotheuser'sprimaryextensionandanyextensiontheyhavePhoneManagerconnectedto(apartfromtheDEEcontrolwhichisonlyappliedtotheprimaryextension).FormoreinformationonPresenceProfiles,readthesectiononEditingPresenceProfiles.
Presenceprofilescanonlycontrolwhethereachofyourdevicesisactiveornot(willringornot).Configurationforwhatordertheyringinmustbemadeonthephonesystem.
UsingPresenceProfiles
ThecurrentlyinuseprofileisvisibleundertheusernameatthetopofthemainPhoneManagerwindow.Tochangetheprofileinuse,usethedropdownmenutotherightofthecurrentprofileandselectthenewprofiletoapply.Thecurrentlyselectedprofilewillhaveaticknexttoit.
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Selecting'ManageProfiles;isashortcuttoeditthePresenceProfilesinSettings.
ConfigurationWarnings
Insomescenariosawarningmayappeartowarnofapossibleconfigurationissues.
Whenthewarningtriangleappearsitwillbeforoneofthefollowingscenarios:YourdevicestatusdoesnotmatchyourcurrentPresenceProfileconfigurationWhenthismessagedisplays,itmeansthestatusoftheuser'sPrimaryExtensionisnotasconfiguredonthecurrentlyselectedPresenceProfile.Thiscouldbebecauseamanualchangehasoccurredontheextension
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suchasithasmanuallybeenplacedinDND.Tofixtheconfigurationleft-clickonthewarningtriangleandacceptthepromptthatappears.YourextensionwillnotringwiththecurrentlyselectedprofileWhenthismessagedisplaysitmeansthattheextensionthatPhoneManageriscurrentlyconnectedtoisnotconfiguredtoringinthecurrentlyselectedPresenceProfile.Iftheextensionisrequiredtoringtheneditthecurrentprofileorselectanotheronewhereitisconfiguredtoring.
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4.6 ChatOverviewChatisaninstantmessagingstylefeaturethatallowsPhoneManagerUserstoexchangeshortmessageswitheachother.Whenachatsessionisstarted,anewconversationiscreatedthatgroupsthemessagessenttogether.IfaUserisofflinewhenachatmessageissent,theywillbenotifiedofnewmessageswhentheynextcomeonline.Payattentiontotheiconforauseryouwishtocommenceachatsessionwith.Thecolorsgiveyouahintastothestatusoftheirphoneandthetypeoficonindicateswhethertheuserislikelytoseeyourchatmessagestraightawayorlateron.
ThishollowGreeniconmeanstheextensionforthisuserisfreebuttheirPhoneManagersoftwareisnotrunningsotheywon'tseeyourmessageuntilthenexttimetheyrunPhoneManager.
or ThissolidGreeniconmeanstheextensionforthisuserisfreeandtheirPhoneManagerisrunningsotheyshouldseeyourchatmessagestraightaway.
or ThissolidRediconmeansthisuserisbusyonacallbuttheyshouldseeyourchatmessagestraightaway.
Initiating/AccessingaChatSession
Ifthechaticonisnotvisiblealongthetopsectionoftheapplication,permissionhasnotbegrantedontheservertoaccessthechatfeatures.Ifthechaticonisvisiblebutisgreedout,therearecurrentlynochatsessionsinprogress.Toinitiateachatsession,right-clickonauser'siconintheContactsviewandselectchatfromthemenu(ThismenushowstheoptionsavailablewiththePhoneManagerTeamLeaderlicenseforacontactcentremanager).Chatsessionscanbestartedwithuser'salreadyonthecontactsvieworusersthathavebeenreturnedfromasearch.
Themaximumlengthperchatmessageis2500characters.
Thisiswhatyourchatsessionwouldlooklike.
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MessageNotifications
Ifthechatwindowisnottheactivewindowthenwhenanewmessageisreceivedthentheicononthestartmenuwillturnorange.
Clickingontheiconwilldisplaythenewmessage.Messagesyousendareshownontheleftandmessagesreceivedareshownontheright.Thetimeofthemessageistaggedtotherightofthemessage.NexttoeachconversationiftherearenewunreadmessagesthenthenumberofthemwillbeshownagainstUsersconversation.
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MultipleChatSessions
MultiplechatsessionsaregroupedbytheUserwhothemessageissenttoorreceivedfrom.EachUserhasthelistofconversationsshownonthelefthandsideandclickingonthenamewillchangetherighthandwindowtoshowthehistory.
GroupChat
PhoneManagersupportschatconversationsbetween3ormoreusers.Toaddanotherusertoachatsession,pressthe'+'iconatthetopoftheconversationwindowandthensearchoftheuser.Alistoftheuserscurrentlyinvolvedintheconversationisdisplayedatthetopoftheconversationwindow.auser'savatarwillappearnexttoanyoftheirmessagestohelpidentifythem.CurrentlygroupchatisnotavailableforPhoneManagerMobile.
HidingChatSessions
ChatsessionscanbehiddentoremovecompletedconversationsfromtheUI.Tohideasessionrightclickontheuseronthelefthandnavigationmenuandselect'HideConversation'.
IfauserisusingPhoneManagerMobilethentheywillalwaysappear'Online'forChat.
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4.7 HotKeysOverviewHotKeysenableUserstosetacombinationofkeystrokestoaccesscommonlyusedfeatureswithinPhoneManager.TheconfigurationofthehotkeysisspecifictoeachUser.Thefollowinglistofhotkeyactionsaresupported:
Action Description
Answercall Answersthecallcurrentlyringing.Ifthereareanycallsinprogressthenthisisignored.
Clearcall Clearsthecallthatisconnectedtotheextension.
Directorysearch BringsthemainwindowtothefrontandsetsthefocusandcursortotheSearch or Dialfield.
Donotdisturb TogglestheDNDstateattheextension.Ifnomessageispreconfiguredthenitwillpromptforthemessagetouse.
Highlightanddial Dialsthenumberthatiscurrentlyhighlightedinotherapplications.
Holdorretrieve Ifacallisonholdthenretrievesthecallotherwiseputsitonhold.
Launchcallhistory Bringsthemainwindowtothefrontandsetsthecallhistorytabinfocus.
Launchdialpad Showsthedialpadwindow.
Mute Mutestheaudioforthecurrentcall.IfthisisasoftphonethenbothsidesofthecallaremutedotherwiseonlytheaudiofromtheUsersextensionismuted.SeeSoftphoneLimitations.
Redial RedialsthelastnumberusingtheMitelfeature(defaultcode380).Notsupportedonsoftphone(usecallhistoryinstead),seeSoftphoneLimitations.
RestorePhoneManager Bringsthemainwindowtothefront.
Volumeup Increasesthevolumelevel.SeetheVolumeControlsectionfordetails.
Volumedown Decreasethevolumelevel.SeetheVolumeControlsectionfordetails.
Configuration
Toconfigurethehotkeys:
1. OpentheSettingswindow.2. SelecttheHot Keystab.3. Doubleclickonthehotkeyentrytoconfigure.4. Eachhotkeyneedstobeenabled,checktheEnabledoptiontodothis.5. SelecttheKeytouseforthehotkey.6. ChecktheAlt,Ctrl,Shiftand/orWincheckbox'sthatwillbeusedincombinationtotheKeyselected.7. ClickonApplytosavethechanges/
Alwaysconfigurethehotkeystouseatleast3combinations,forexampleAlt+Ctrl+D.Usingsimplercombinationsmayresultinconflictswithotherapplicationthatarerunningatthesametime.
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4.8 CallBannerProfilesOverviewBannerprofilescontrolhowthePhoneManagertoasterpopupisdisplayedwhencallsarereceivedattheclient.Theinformationthatisdisplayed,thecolorandtextofthetitlebarcanbechangeddependingonaspecificsetofconditionsbeingmetforthecall.Forexample,usingaconditionontheDIDnumber,supportlinecallscouldbeshownwithagreenbannerwhilstsalescallswithabluebanner.
Supportlinecallsshownwithagreenbanner. Saleslinecallscouldbeshownwithabluebanner.
Severaldifferentprofilescanbecreatedandtheycanbegivenaprioritysothatiftwobannershaveasimilarconditionthentheonewiththehighestprioritywillbeused.ThisfeaturecanbeusedtoidentifyVIPcallersinordertoimprovecustomerservice.
SeetheCallBannerProfilesectionontheCommunicationServiceserverfordetailsonhowtoconfigurethese.
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4.9 IntegratedToolbarOverviewTheintegratedtoolbarprovidesfivebuttonsonthemainwindowshownunderneaththeSearch or Dialfield.EachbuttoncanbecustomizedbytheUsertosetthelabelshownandwhatactionisperformedwhenthebuttonisclicked.
ThisisonlyavailablewhenrunningwithaProfessionalorhigherlicenseorwhenusingthebuiltinsoftphone.
CustomizingButtons
Toeditthebutton:
1. RightclickthebuttonandselectEdit.2. SelecttheActiontoperformfromtheActiondropdownlist.SeetheButtonActionssectionfordetails.3. EnterthenamethatwillbeshownonthebuttonintheNamefield.4. ConfigureanyParametersifrequiredbytheActionselected.
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4.10 6900HandsetSupportPhoneManagerDesktopnowworksinconjunctionwiththeMitel6900seriesofSIPhandsets.DuetothearchitectureofSIP,someofPhoneManager'sfeaturesdonotworkonthenewhandsets.ThissectionofthedocumentoutlinesthemaindifferencesandfeaturegapbetweenusingPhoneManagerona6900handsetinsteadofastandardMitelIPorDigitalhandset.
UnsupportedCallBannerFeatures
MuteButtondoesnotshowstatusAddParty/MergeConference
UnsupportedToolbarFeatures
FeatureCodesMakeCallwithCallerIDParkTogglePlayPromptRecord-A-Call
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5 ProfessionalFeaturesThefollowingsectioncoversthefeaturesthatareavailableintheProfessionallicensedversionofPhoneManager.
ACDAgentControl
AbilityfortheUsertocontroltheirACDstatus.
IntegratedToolbar Thisprovides5buttonsthatcanbecustomizedonthemainwindow.
Toolbars Thisgiveaccesstothefulltoolbars.
ApplicationSupport
Integrationinto3rdpartyapplicationusingAPIAccess,Macros,TAPI,CommandLineorApplicationSupportPlugins.
PhoneManagerOutbound
ThisgivesaccesstothePhoneManagerOutboundform.
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5.1 ApplicationSupportPhoneManagercanintegrateinto3rdpartyapplicationsinseveralwaysdependingontherequirementsandfeaturesthataresupportedbytheapplication.ThiscanbeassimpleasHighlight&DialormorecomplexfullcallcontrolandeventsusingAPIAccessorMacrodesign.Thefollowingisthelistofintegrationoptionsavailable.
Method Description
Directories Contactdirectoryimports,todisplayinformationaboutthecalleronthetoaster.
Highlight&Dial DialingfromotherapplicationsbyselectingthenumberandthenactivatingthedialbyusingHotKeysordoubleclickingonthehighlightanddialicon.
CommandLine Commandlineargumentscanbepassedtotheclientexecutabletoperformactions.
Macros VBScriptmacrosthatcanbeactivatedoncalleventsormanuallybytheUser.
TAPI 1stPartyTAPIdriverforintegrationinto3rdpartyapplications.
ApplicationSupportPlugins
PluginsprovidespecificintegrationtoarangeofwellknownCRMstyleapplications.
Iftheapplicationorversionisnotcurrentlysupportedthencompletetheintegrationrequestprocessandwecaninvestigatethepossibilityofsupportingthisapplication.
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5.1.1 APIAccessOverviewTheclientprovidesAPIcomponentsthatcanbeusedtoembedsomeofthefunctionalityofthePhoneManagerclientintoa3rdpartyapplication.UnliketheotherApplicationSupportoptionstheclientdoesnothavetoberunningtodothis.Allofthecallcontrolseventsandmethodsareavailable,soapplicationscanreacttocallringingeventsandreceivethecalldetailsandthenperformtheirownhandlingofwhattodonext,i.e.screenpopping,dialingoutetc.
Thisdoesrequiredevelopmentworktobeperformedbytheapplicationvendororadministrator.
WhenusingtheAPIthePhoneManagerclientcanberunningatthesametimeandthiswillonlyconsumeasinglelicenseaslongasthePhoneManagerclientandtheapplicationarerunninginthesameusersession.
SeethePhoneManagerAPIreferenceformoreinformation.
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5.1.2 MacrosOverviewPhoneManagerProfessionallicensesupportsascriptinginterfacetoallowVBScriptmacrostobedeveloped.TheycanthenbeconfiguredtotriggeronamanualUseraction,i.e.atoolbarbuttonaction,orautomaticallyonpre-definedcallevents.Thescriptinginterfaceprovidesaccesstothecallinformationthatcanbeusedwithinthescriptandextramethodstocontroltheextensionandotherfeatures,i.e.callrecording.ForexamplethisVBScriptexamplewilldisplayamessageboxwhenanincomingcallisreceivedanddisplaythecallerid:
MsgBox "Call from " & PhoneControl.CLI
SeethePhoneManagerMacroAPIreferenceformoreinformation.
ConfigurationThemacrodesignandconfigurationisavailableforUserswhohavetheAllow macro editingoptionenabledontheirClient Profileontheserver.WIthoutthisoptionUserscanonlychangetheEnableevent-drivenmacrosoption.ThiscontrolsifthemacrosthathavebeenassignedtotheUserwillbetriggeredontheassociatedcallevents.Whencreatingnewmacrostheyarefirstdesignedandtestedfromwithinthissection.Whenthisiscompletetheycanbepublishedandthismakesthemavailableontheserver.OncepublishedtheycanthenbeassignedtotherelevantUsers.Acopyismadeofthelocalversionofthemacroandthisthencannotbeedited.Anyupdateswouldneedtobemadeontheoriginallocalversionandthenrepublished.Userswouldthenneedtobereassignedtothisnewpublishedversion.Thisprovidesalevelofsecuritytopreventmacrosbeingdeployedwithoutpermission.ThelistofmacrosshownintheMacro ConfigurationsectiononlyshowsthelocalmacrosnotpublishedtotheserverforthisUser.ToseethelistofpublishedmacrosseetheMacrossectionontheserveruserinterface.Tocreateoreditanewmacro:
1. ClickontheNeworEditbutton.2. EnteraNamethatwillbeusedontheservertoidentifythismacro.3. EnteraDescriptionthatcanbeusedtodetailwhatthismacroisfor.4. Selectthecalleventtoautomaticallytriggerthemacro.
Direction:inbound,outboundorboth.State:callringing,callanswered,callcleared,callclearedonlywhenanswered,newoutbounddialercallorusercontrolled(i.e.viaatoolbarbutton).Type:external,internalorboth.
5. EnterthemacrotextintheVBScriptsection.6. UsetheTestbuttontovalidatethesyntax.Ifthereareanyerrorsthenamessageboxwillbedisplayed
indicatingtheerror.7. ClickonSavetosavethismacro.
Topublishamacro:
1. Selectthemacrofromthelistofmacrosavailable.2. ClickonPublish.3. Enteranewnameforthemacro,itisrecommendtoincludeaversionorrevisionnumber.4. ClickOk5. Fromtheserveruserinterface,assignthistotherelevantUsers.
Todeleteapublishedmacro:
1. FromtheserveropentheSite->Features->PhoneManager->Macrossection
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2. SelectthemacroandclickonDelete.
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5.1.3 ApplicationSupportPluginsOverviewPhoneManagerProfessionalLicensecontainspluginsavailablethatareabletodirectlyintegratewitharangeofwellknownCRMandPIMapplications.Thepluginsgenerallyprovidedeeper,moreseamlessintegrationthanothermethodsastheyleveragetheAPIsofthespecificapplication.
Features
Thereare4featuresthatthepluginscanprovide.Dependingontheapplicationthatisbeingintegratedwith,onlysomefeaturesmaybeavailablewithvaryinglevelsofsupportandtheremayneedtobeintegrationworkperformedbytheapplicationvendororadministratorofthesystem.Seetheapplicationintegrationdocumentforthespecificpluginfordetails.
Dialoutdirectlyfromtheapplication:Forexamplehavingadialbuttonnexttoatelephonenumberfield.Screenpopping:Searchingtheapplicationforcontactsthathavematchingcalleridsanddisplayingtherecord.Callhistory:Creatingacallhistoryphonecallactivityintheapplicationwiththecalldetails.CalendarandDNDsynchronization:ControllingtheDNDstateoftheextensionbaseduponcalendarentriesintheapplication.
Ifmultiplefeaturesarerequiredthenanewapplicationsupportsetupisneededforeachone.E.g.screenpopandcallhistoryarerequired,anapplicationpluginneedsaddingandconfiguringforeachone.
Configuration
IftheconfigurationoftheCRMapplicationischangedfromusingthestandardfields,fieldtypesorformattingoritiscustomizedthenthismayaffecttheoperationoftheproductplugin.
IftheCRMinstallationpathisrequiredbythepluginthismayvarybasedonwhetherthemachineis32bitor64bit.Thedefaultlocationofc:\programfile(x86)mayneedtobechanged.
Toconfigureapluginforoneoftheapplicationsupportfeatures:
1. FromtheApplicationSupportConfigurationsection.2. ClickontheNewbutton.3. FromthelistofApplicationsselecttheapplicationtointegratewith.4. Thiswillthenchangeconfigurationontherighthandsidetoshowthespecificconfigurationrequiredfor
thisplugin.Seetherelevantintegrationdocumentfordetails.5. SelecttheFeaturetoenableeither:
ScreenpopCallhistoryCalendar/DNDsync
6. Multiplefeaturescanbeenabledforeachpluginbyrepeatingtheprocessfromstep1.7. Selecttheeventtriggerthatwillcausethefeaturetobeactedon(thisisnotapplicabletoCalendar/
DNDsync).Direction:inbound,outboundorboth.State:callringing,callanswered,callcleared,callclearedonlywhenansweredorusercontrolled(i.e.viaatoolbarbutton).
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Type:external,internalorboth.
8. ClickonSave.
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5.1.4 TAPIOverviewTheTAPIServiceProvider(TSP)providesa1stPartyTAPIsupportforclientapplications,3rdPartyTAPIisnotsupported.MultiuserenvironmentssuchasTerminalService,RemoteDesktoporCitrixconfigurationsarenotsupportedinthisrelease.TheTSPservicesupportstheTAPIv2andTAPIv3standards.TheTSPonlysupportscallcontroloverthefirstcallatasingledeviceandlimitedevents(new&end)foradditionalcallswillbeprovidedtotheclientapplication.TheTSPcannotbetestedagainsteveryapplicationthatsupportsTAPIduetothedifferentwaysthatitcanbeimplemented.Additionallythefeaturesavailablewithintheclientapplicationaredependentonwhatthe3rdpartyapplicationhasimplemented.TheTSPwillnotnecessarilyworkwitheveryapplicationthathasimplementedTAPIandwouldneedtobeverifiedtoensureproperintegration.TheTSPsupportsthefollowingbasictelephonyfunctionsasdefinedbyMicrosoft.http://msdn.microsoft.com/en-us/library/windows/desktop/ms725522%28v=vs.85%29.aspx#tspi.call_states_and_events_qref
ConfigurationWhenPhoneManagerisinstalledtousetheTAPIfeatureitneedstobeconfiguredinWindows.Todothisfollowthisprocedure:
1. FromWindowsopenthe"PhoneandModem"controlpanelform.
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http://msdn.microsoft.com/en-us/library/windows/desktop/ms725522(v=vs.85).aspx#tspi.call_states_and_events_qrefhttp://msdn.microsoft.com/en-us/library/windows/desktop/ms725522(v=vs.85).aspx#tspi.call_states_and_events_qref
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2. SelecttheAdvancedtabandclickontheAddbutton.3. Fromthelistofproviders,selectthe"PhoneManagerTAPIServiceProvider"optionandclickAdd.
4. ClickClose.TheTAPIdriverisnowreadytouse.5. TotesttheTAPIdriverusingWindowsPhoneDialer,selectStart->Run->dialer6. SelectTools -> Connect Using,selectthe"PhoneManagerTAPILine"andclickOk.
7. WithPhoneManagerrunningmakeacallfromPhoneDialer.8. IfthisissuccessfulthentheTAPIdriverisfunctioningcorrectly.
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5.1.5 CommandLineOverviewTheclientcanberunviathecommandlinetooverridethelocalconfigurationoptionsonstartupandtoperformbasiccallcontrolactionswhilsttheclientisrunning.ForexamplePhoneManager.Client.exe MC: 8889274671,willcausethenumber8889274671todialed.
StartupOptions
Ifnoclientisrunningthenthefollowingargumentscanbeusedtooverridethelocalconfigurationoftheclientwhenitstartsup.Forexampletouseadifferentextensionnumberoradifferentuseraccount.
Tooverridethelocation: /Override:"true"/Location:"Office"
Tooverridetheextension: /Override:"true"/extension:"1001"
Tooverridetheserver&userdetails:
/Override:"true"/Host:"appserver"/Username:"domain\user"/Password:"mypassword"/Override:"true"/Host:"appserver"/Username:"user1"/Password:"mypassword"
RunningOptions
Iftheclientisrunningthenthefollowingargumentscanbeusedtoperformbasiccallcontrolactions.
TheMC(MakeCall)commandisavailablewithalllicenselevelsofPhoneManager.AllothercommandrequireProfessionalorTeamLeaderLicenses.
Call&extensionControlArguments
MC:number:{accountcode} Makesacalltothegivennumber,ifanaccountcodeisprovidedthenthisusedwhenmakingthecall.
ANS Answersaringingcallattheextension.
CC Clearsthecurrentactivecallattheextension.
HC Holdthecurrentactivecallattheextension.
RC Retrievetheheldcallattheextension.
AC:accountcode Settheaccountcodeagainstthecurrentactivecallattheextension.
MD:"{text}" Changesthetoplinedisplayofthescreenonthekeysettothetextvalue,upto16characters.Thisrequiresanexternaltrunkcalltobeinprogress.
DND:"{messagetext}" SetsDNDontheextensionusingthegivenmessagetext,ifnomessagetextisspecifiedthentheextensionisremovedfromDND.
TOGGLEDND ToggleDNDattheextension,soifitisenabledthenremovesitandsetsitifnotenabled.
LN:agentId:{huntgroup} LogstheACDagentidintothegivenhuntgroup.Ifnohuntgroupisprovidedthenallhuntgroups.
LF:agentId:{huntgroup} LogstheACDagentidoutofthegivenhuntgroup.Ifnohuntgroupisprovidedthenallhuntgroups.
VD Decreasesthevolumeattheextension.SeeVolumeControlsectionfordetails.
VI Increasevolumeattheextension.SeeVolumeControlsectionfordetails.
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FI:destination Setsanimmediateforwardtothedestination.
FB:destination Setsanforwardonbusytothedestination.
FN Removesanyforwarding.
FNA:destination Setsaforwardnoanswertothedestination.
FAB:destination Setsaforwardnoanswerbusytothedestination.
TC:destination Performsadirecttransfertothedestination
TR: Completeatransfer.(Musthaveacallinprogressandacallonholdtousethiscommand)
CallRecordingIntegrationArguments(requirecallrecordingintegrationtobeenabled)
TAG:field:text Tagsthecallrecordingtagfieldwiththetextprovided,overwritinganyexistinginformationinthistagfield.
TAGAPPEND:field:text Tagsthecallrecordingtagfieldwiththetextprovided,appendingthistoanyexistinginformationinthisfield.
PR Pausestherecordingofthecurrentactivecallattheextension.
RR Resumestherecordingofthecurrentactivecallattheextension.
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5.2 ToolbarsOverviewToolbarsallowtheapplicationtobeconfiguredsothatcommonlyperformedactionscanbeperformedatthetouchofabutton.Specificfunctionscanbeprogrammedunderabuttonsuchasansweringacall,taggingacallrecording,oramacrocanbeexecutedformoreadvancedtasks.ToolbarsareconfiguredontheserverandassignedtospecifiedUsers.WhenatoolbarisassignedtheybecomeavailabletotheUsertoopenintheToolbarsmenuonthemainwindow.(PhoneManagerneedstoberestartedto"readin"anynewtoolbarrights)
Multipletoolbarscanbecreatedwithvaryingamountsofbuttonsthatcanhavecustomlabelsandbecolorstohighlightorcategorizespecifictypesofbuttons.Toopenatoolbarselecttheentryfromthetoolbardropdown.
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5.2.1 IntegratedToolbarOverviewTheintegratedtoolbarprovidesfivebuttonsonthemainwindowshownunderneaththeSearch or Dialfield.EachbuttoncanbecustomizedbytheUsertosetthelabelshownandwhatactionisperformedwhenthebuttonisclicked.
ThisisonlyavailablewhenrunningwithaProfessionalorhigherlicenseorwhenusingthebuiltinsoftphone.
CustomizingButtons
Toeditthebutton:
1. RightclickthebuttonandselectEdit.2. SelecttheActiontoperformfromtheActiondropdownlist.SeetheButtonActionssectionfordetails.3. EnterthenamethatwillbeshownonthebuttonintheNamefield.4. ConfigureanyParametersifrequiredbytheActionselected.
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5.2.2 ButtonActionsOverviewThebuttonsthatcanbeusedonatoolbarhavedifferentactionsthatcanbeperformedwhentheyareclicked.Dependingontheactionthenadditionalparametersmayneedtobeconfigured,orinsomecasesiftheyarenotprovidedthentheUserwillbepromptedforthesewhentheyclickthebutton.
Type Parameters Description/Action
ACDEndWrap None ThebuttonwilldisplayayellowLEDwhentheassociatedagentisinthewrap-upstate.Clickingthebuttonwillplacetheagentdirectlyintothefreestate.Clickingthebuttonwhennotinwrap-uphasnoeffect.
ACDStatus Optional:Huntgroup LogstheagentintospecifiedACDHuntgroup(s)(Useacommaseparatelisttodefinemorethanone).IfnotspecifiedthenlogsintoallACDgroups.Ifalreadyloggedin,thenclickingthebuttonwilllogstheagentoutofthespecifiedhuntgroup(s).
AnswerCall None Answersaringingcallattheassociatedextension.Clickingthebuttonwhenthereisnocallringinghasnoeffect.
ChangeCallerID Optional:Number ThischangestheoutgoingCallerID(CLI)(orCallingPartyNumber(CPN))thatispresentedwhenoutsidecallsaremadefromtheassociatedextension.Ifnonumberisprovided,theuserwillbepromptedfordetailswhenclickingthebutton.ThefeatureneedstobeenabledonthePBXandthenumberpresentedneedstobeallowedbythenetworktrunklineprovider.
ClearCall None Clears(orhangsup)thecallthatisconnectedtotheextension.
DialDigits Optional:Digits SendsthespecifiedDigitstotheextension.IfnotspecifiedthenpromptstheUserforthedigits.Use'!'tosendafeaturecodeand'P'tointroducepauses.
DoNotDisturb(DND)
Optional:NumberOptional:Text
IftheextensionisalreadyintheDNDstatethenDNDisswitchedoff.IfnotinDND,theextensionisplacedintoDNDusingthemessageNumberandthemessageTextifspecified.Ifnotspecified,theUserispromptedtoentertextassociatedwiththemessage.
DSS/BLF Required:Type SelectthetypeofDSSrequired(User,Agent,
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Required:Number ExtensionorHuntGroup)Type.EnterthenumberofthedeviceorusetheUserselectionwindowifapplicable.
ColorKey:Green-Idle/FreeRed(Flashing)-CallRingingRed-BusyYellow-CallOnHoldBlue-DND
EnableEventDrivenMacros None Enablesordisableseventdrivenmacros.
FeatureCode Optional:CodeOptional:Parameter
ThisrepresentsanyfeaturecodethatisavailableontheMiVoiceOffice250PBX.ThelistoffeaturecodesavailableisdownloadedautomaticallyfromtheMiVoiceOffice250PBXalongwiththedescription.
ThiswillsetthefeatureCodespecifiedorprompttheUsertoenterthefeaturecodenumber.SomefeaturecodescanacceptadditionalParametersandthiscanbeconfiguredbuttheUsercannotenteradditionalparametersifnotspecified.Ifthefeaturehasa'ToggleState'(on/off)associatedwithit,theLEDonthebuttonwilldisplaythecurrentstate.
HeadsetMode None EnablesordisablesthePBXheadsetmodeontheassociatedextension.
HoldCall None Holdsthecallthatiscurrentlyconnectedtotheextension.
MakeCall Optional:Number MakesacallfromtheextensiontotheNumber.IftheNumberisnotspecifiedthentheUserispromptedtoenteranumber.Use','afterthenumbertosignifythefollowingdigitsneedtobedialledoncethecallhasanswered.Example:
01612345678,1234->Dial0161345678thenenter1234asDTMFonceanswered
Park Required:TypeRequired:Number
Selecttheparklocationtype(PhantomorHuntGroup),thenenterthenumberoftheparklocation.
Pause/ResumeCallRecording None Thispausesorresumesthecallrecordingfortheactivecallontheextension.(Requirescallrecordingintegrationtobeenabled).
PlayPrompt Optional:CRA IfthePBXhasanIVRsystemconnectedthenthiswillconferenceintheIVRdevice
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numberconfiguredintothecurrentcall.
RecordCurrentCall Optional:Mailbox ThisinitiatesaRecord-A-CallforthiscallandstorestherecordingintheMiVoiceOffice250VoiceMailboxprovided.IfnoMailboxisprovidedthentheUserispromptedtoenteravalidmailboxnumber.
Redial None PerformsaredialattheextensionusingthePBXredialfeaturecode.
RetrieveCall None Retrievesaheldcallattheextension.
RunExecutable Required:PathOptional:Arguments
ThisenablesanyapplicationinstalledonthePCtoberun.ThePathneedstobesettothefullpathandfilenameofthefiletorunandifthereareanyArgumentstopassthenthiscanbeconfigured.
RunMacro Required:MacroID RunsthepublishedmacrowiththeMacroID.
Screen-popApplication Required:AppID RunstheapplicationsupportscreenpopforthegivenAppID.
SendtoVoiceMail None Sendsthecallringingattheextensiondirectlytovoicemail.
SetAccountCode Optional:Code SetsanaccountCodeagainstthecurrentcallattheextension.IfnotspecifiedthentheUserispromptedtoenteracode.
SetAccountCodeonMonitor Optional:Code WhenasupervisorissilentmonitoringacallthiswillsetanaccountCodeagainstthecallbeingmonitored.IfnotspecifiedthentheUserispromptedtoenteracode.
TagCall Optional:Text ChangesthetoplinedisplayofthescreenonanextensiontotheTextvalue,upto16characters.Thetextenteredwillthenfollowthecallwhentransferred.
TagRecording Required:FieldOptional:Tag
TagsthecallrecordingtagFieldwiththeTagprovided,overwritinganyexistinginformationinthistagfield.(Requirescallrecordingintegrationtobeenabled).
TransferCall Optional:Destination Performsadirect(blind)transfertotheDestination.IftheDestinationisnotprovidedthentheUserispromptedtoenteradestination.
VolumeDown None Decreasesthevolumeattheextension.SeeVolumeControlsectionfordetails.
VolumeUp None Increasesthevolumeattheextension.SeeVolumeControlsectionfordetails.
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5.3 PhoneManagerOutboundOverviewPhoneManageristhemainuserinterface(UI)forusersmakingoutboundcallsfromPhoneManagerOutbound.PhoneManagerprovidesadedicatedOutboundformthatprovidesallfunctionsandinformationnecessary.
TheusermustbeconfiguredwithaProfessionalorTeam Leaderlicensetousethisfeature.
Toaccesstheformclickonthe iconshownonthemainPhoneManagerwindowtoolbar.
IfthisisnotdisplayedthencheckthattheuserhasthePhone Manager Outboundclientprofileoptionenabledontheiraccount.
Whenmakingoutboundcallsthereisoftenaneedtointeractwithathirdpartypieceofsoftware.ThismaybebecausethereisadditionalinformationthattheuserneedstoseewhenonthecallorbecausetheuserneedstoupdatedataoraprocessoutsidePhoneManagerOutbound.Tocaterforthesedifferentrequirements,PhoneManagercandisplaythePhoneManagerOutboundforminoneofthreeviews:
1. Minimizedview:Usedwhenscreenpopping/usingthirdpartyapplications.ThePhoneManagerOutboundUIbecomesmoreofatoolbarleavingspaceonthescreenforotherapplications.WhenusingthismodethenormalPhoneManagerplugins/macroscanbeusedtoscreenpopthirdpartyapplications.
2. Contactdetailsview:Usedwhennothirdpartyapplicationsarerequired.ThePhoneManagerOutboundUItakesupthewholescreenandprovidestheuserwitheasyaccesstoallthefeaturesoftheform.
3. Embeddedwebpageview:Usedwhenthethirdpartyapplicationsinterfaceisawebpage.PhoneManagerOutboundhasanembeddedbrowserthatwillloadthewebinterface.
TheembeddedwebpageusesaChromebrowserengine.Ifthereareproblemswithrenderingonscreenpoppingthentheminimizedviewcanalwaysbeusedalongsideafullbrowserwindow.
EndUserFeatures
ThePhoneManagerOutboundformwithinPhoneManagerissplitintofourmainsections.Dependingontheviewchosenthesectionswillappeardifferentlytotheenduser.
UserProductivity
Theuserproductivitysectiondisplaystotheusertheirdailyproductivityonthesystem.Thestatisticsdisplayedoutlinethenumberofcallstheyhavemadeandhowsuccessfultheyhavebeenatgettingthroughtotherightpersonandthenconvertingtheleadintoasale.
Thestatisticsshownareforallcampaignstheuserhasbeenworkingonthatday.Thestatisticswillupdateoncethecallhasfinishedwrapup.
Dependingonhowbusythedatabaseistheremaybeadelayinthestatisticsupdatingontheusersscreen.
ContactDetails
Thecontactdetailspagegivestheuserasmuchinformationaspossibleaboutthepersontheyarecalling.Atthetopofthesectionitdisplaysthecontactsnameandtheresultofthelastcallthatwasmadetothem.
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Thecontactsdetailsarethenpresentedinthreeways:
ImportedFields,fields1to10fromtheimporteddataareshowntotheuserh