Using the Call Manager Features (Student Guide)
Document and Software Copyrights Copyright © 1998-2005 by ShoreTel Inc., Sunnyvale, California, U.S.A. All rights reserved. Printed in the United States of America. Contents of this publication may not be reproduced or transmitted in any form or by any means, electronic or mechanical, for any purpose, without prior written authorization of ShoreTel, Inc. ShoreTel, Inc.
Table of Contents LESSON 1: ShoreWare Call Manager Features ShoreWare Call Manager Launching Call Manager: Quitting Call Manager: Call Manager Views Compact: Detailed: Docked: QuickDialer Active Call List Dial Number: Directory Viewer: Dialing from the History Viewer: Handling Calls Answering Calls: Placing a Call on Hold: Hanging up a Call: Transferring Calls Just-In-Time Transfer: Transfer to Mailbox: Consultation Transfer: Intercom Transfer: Transferring to Auto Attendant: Transferring to Voice Mail: Key
Placing a Call on Hold: 2-7 Transferring a Call: Making a Conference Call: Managing Soft Phone Calls via Call Manager Web Access To Open ShoreTel Web Access: 2-7 2-7 2-8 2-8 2-8 LESSON 3: Workgroup Call Manager Workgroup Call Manager Agent Call Manager Workgroup Queue Monitor Agent Monitor 3-1 3-3 3-3 3-4 3-5 LESSON 4: Operator Call Manager Operator Call Manager Extension Monitor 4-1 4-3 4-5 APPENDIX: Things to Remember Lab Exercises Lab 1 – Using the Personal Call Manager Lab 2 – Using the Workgrou
Lesson 1: ShoreWare Call Manager Features Introduction ShoreWare Call Manager software provides a complete set of enterprise-class desktop communications tools delivering improved productivity across an enterprise, despite office size or location. All Call Manager software provides several features that enhance productivity. This lesson covers the features and functions of the ShoreWare Personal Call Manager.
1-2 Lesson 1: ShoreWare Call Manger Features Using the ShoreTel Call Manager Features – Student Guide
ShoreWare Call Manager Each ShoreWare Call Manager application provides different levels of control and management to match the role of each individual within your organization, from general employees to specialized operators and workgroup agents. Personal Call Manager is an intuitive, point-and-click interface, which gives quick access to commonly used features, such as transfer and conference.
Call Manager Views Call Manager can be viewed in 3 different ways: Compact View: This view appears when you first open the Call Manager application. This view provides a compact interface for managing your communications. This view contains a toolbar, Active Call list, and QuickDialer. The toolbar provides access to most functions in this view. Additional features are available if you right-click the ShoreTel icon. Figure 1.
To switch between Compact and Detailed views: - From the Compact view, click the Expand button, the view changes to Detailed. From the Detailed view, click the Collapse button, the view changes to Compact. To switch from the Compact or Detailed view to the Docked view: - Drag the Call Manager window to the top or bottom of the Windows desktop. You can expand or collapse the Docked view by clicking the Expand or Collapse button.
QuickDialer Automatic Look up with the QuickDialer provides an intelligent search of both personal and system directories and Outlook contacts to find and dial a number instantly. The QuickDialer gives you a way to quickly make phone calls without picking up the phone and dialing the number yourself. Figure 1.
Active Call List Current calls appear in the Active Call list. The Active Call list shows the caller ID (if available), the call duration, the number the caller dialed, and the caller's name (if the caller ID matches an entry in a directory or in MS Outlook). Caller ID (name and number) can come from the PSTN on inbound calls. Also, the Active Call list shows the trunk group name and port/channel. Figure 1.
Figure 1.7 – Directory Viewer Dialing from the History Viewer: Easy-to-Use Call History allows you to quickly view inbound and outbound call information, including phone number, caller ID, time, date, and call duration. The ShoreTel History Viewer displays information about previous calls you have made, received or missed. It can be used to display calls you made and the phone numbers of people who called you, and allows you to view and add notes to the call routing slips of all calls.
Select History Viewer, and then right-click the number you want to call. A shortcut menu appears. Click Dial. Call Manager dials the selected number. Figure 1.8 – History Viewer Handling Calls The following features allow you to handle calls quickly and efficiently. Answering Calls: When you receive a call, the Active Call list displays the incoming caller information and the Incoming Call icon.
Figure 1.9 – Answer Incoming Call Placing a Call on Hold: You can place a call on hold using the Call Manager when you need to check some information or answer another call. The call appears in the Active Call list. The call status displays Connected and the Connected icon appears. Double-click the call in the Active Call list to place it on hold. The call status changes to On Hold and the On Hold icon appears.
Figure 1.10 – On Hold Hanging Up a Call: How you hang up a call depends on the mode in which you answer the call. To hang up an active call, place the receiver on the hook. Your active call is disconnected. To hang up an active call in the Handsfree mode, from the Compact view, click the Toolbar Extender, an additional toolbar appears. Click Hang up, your active call is disconnected.
Figure 1.11 – Hang up Transferring Calls Just-in-time Transfer: The Just-in-Time (JIT) feature allows you to see if the internal user you want to transfer the call has activated a non-standard Call Handling Mode and how many calls the user is currently handling. If you see that the user is in a non-standard Call Handling Mode, you can send the call to the user's voice mail or select another extension to transfer the call to.
Figure1.12 – Just in Time Extension Status (JIT) Consultation Transfer: If you would like to announce the call to the transfer destination, you can make a consultation transfer. To do this, click the Transfer button, a dialog box will appear. In the Dial box, type the name or number of the destination to transfer the call. Click Consult. The phone you are transferring to rings and the Complete Transfer message appears on your computer.
Transferring to Auto Attendant: You can transfer an incoming call to the Auto Attendant. After being transferred, the caller can determine how to complete the call by listening to the Auto Attendant's menu. If in the Compact view, click the Toolbar Extender. An additional toolbar appears. If you are in the Detail view, the toolbar will already be present. Click Auto Attendant, a dialog box appears prompting you to confirm the transfer to the Auto Attendant. When you click Yes, the transfer is completed.
Figure 1.14 – Transfer to Voice Mail Keyboard Transfer: You can also answer and transfer calls using the function keys. This time-saving feature is particularly useful for Operators and others who answer and transfer numerous calls. Note: If you are using an analog phone, you must be in Handsfree Mode to answer a call using the keyboard. Press F8 (or Ctrl+A) to answer the call. Press F10 to transfer the call.
Figure 1.15 – Keyboard Shortcuts Conference Calls You can turn an Active call into a conference call by adding a third party. The 2 other parties in the conference call do not need to be members of the ShoreTel System. You can also consult with the third party before connecting them to the conference call. The Just-in-Time feature allows you to see if the third party is in a non-standard Call Handling Mode and how many calls they are currently handling. Advanced Call Manager only.
Intercom Conference Call: Click the Conference button, the Conference dialog box appears. In the Dial box, type the name or number of the third person you want to add. Click Intercom. If the extension you are adding to the conference is an IP phone, the phone plays an interrupt tone and you can speak to the user via the speakerphone. If the extension you are adding to the conference has an analog phone, the intercom conference is offered just like a consultation conference.
Call Manager comes with predefined activities for each of the five Call Handling Modes. You can redefine the default activity for each mode. Figure 1.17 – Call Handling Modes You can record a greeting for 1 or all 5 Call Handling Modes. If you do not record a greeting for 1 of the Call Handling Modes, the ShoreTel System announces your name along with that mode's default voice mail greeting. For example, a caller would hear "Pat Smith is out of the office. Please leave a message at the tone.
Figure 1.19 – Configure ShoreTel System - Telephony Click the Edit Call Handling Modes button. The Configure Call Handling dialog box appears. Click the tab of the Call Handling Mode you want to configure. Select the desired options for the mode you are configuring. • Call Forwarding Condition - specifies when your calls are forwarded. You can have your extension ring several times first or forward immediately. • Call Forwarding Destination - specifies where the calls are forwarded.
• Greeting - designates the greeting that callers receive when they reach your voice mail. Each Call Handling Mode can have a different greeting. • Personal Assistant - designates who is called if the caller presses 0 (zero) when listening to the voice mail greeting. Begin typing the name or extension of the desired personal assistant, and continue typing until the correct name and number appear.
Recording Greetings for Call Handling Modes: You can record specific greetings for each of the Call Handling Modes. If you record a greeting for only one of the modes, it is used only when call handling is set for that mode. When set for a mode without a greeting, the ShoreTel4 System announces your recorded name along with the standard greeting of that mode. Right-click the ShoreTel icon, a shortcut menu appears. Click Configure ShoreTel System. The ShoreTel System dialog box appears.
Figure 1.22 – Voice Mail Notification Find Me Call Handling: You can use Find Me call handling to allow callers who reach your voice mailbox to try and find you at alternate numbers by pressing “1” during your outgoing greeting. There is no prompt instructing the caller on this option. You must inform callers of this option in advance or in your recorded greeting. When the callers press 1, they hear a prompt telling them that the Find Me destinations are being called.
Figure 1.
Voice Mail Preferences: Select the Voice Mail tab to set your voice mail preferences which include envelope information, playing & record .wav files through your PC, recording your name prompt which is used in the Auto Attendant “Dial by Name Directory” and your voice mail default greetings, along with shortcuts to set your notification settings and Find Me options. Figure 1.
Outlook Integration You can integrate Outlook to Call Manager in three areas: voice mail, call handling, and memorized phone number management. You can install these integrated components from the Outlook tab of the ShoreTel System dialog box.
available without delay when Call Manager starts. When you have enabled disk caching, you can set when Call Manager imports contacts. If disk caching is not enabled, Call Manager imports contacts every time it starts. Step 6 Click the Import Configurator tab. Step 7 Click the locations where you want Call Manager to search for contact information. To select individual folders, click Details and check the folders you want searched for contact information. Step 8 Click OK.
Getting Warnings in Nonstandard Modes: You can configure Call Manager to warn you on start up if you are not in the Standard Call Handling Mode. Right-click the ShoreTel icon, a shortcut menu appears. Click Configure ShoreTel System. The ShoreTel System dialog box appears. Click the Settings tab. In the On Startup section, select the Warn when not using Standard Call Handling. Click OK to close the dialog box.
Changing the Login ID You can change the Call Manager Login information (user name and server name) in the ShoreTel System dialog box. Note: Changes should be made only if directed by your system administrator. To change the Login information from within Call Manager Right-click the ShoreTel icon. A shortcut menu appears. Click Configure ShoreTel System. The ShoreTel System dialog box appears. Click the Login and Passwords tab. Click Change Login Information. The Login Editor dialog box appears.
Call Pick Up Using Call Manager Call Pickup is useful if you need to answer another ringing phone. Note: Your System Administrator must configure your extension to be able to use the Pickup feature. To pick up a ringing phone, right-click the ShoreTel icon. A shortcut menu appears. The Pickup Ringing or Parked Call on Extension dialog box appears. Click Pickup. In the QuickDialer, type the user's name (or the number) of the ringing phone you want to pick up. QuickDialer displays a list of active calls.
Figure 1.29 – Call Pickup Dialog Box AnyPhone Feature The AnyPhone feature allows you to receive calls and log on to your voice mail from any phone connected to the ShoreTel System. To find out if you have AnyPhone access, contact your System Administrator. You activate the AnyPhone feature from a system telephone, temporarily reassigning your home extension and voice mail to a different extension in the ShoreTel System.
• To unassign your extension, press 2; your "home" phone becomes your extension again. Note: If another user is assigned to your home telephone, your extension is assigned to the SoftSwitch until your home telephone becomes available. You can “override” the other user from your home telephone by re-assigning their extension to their home telephone. Speed Dialing Adding Speed Dial Entries: Your speed-dialing list can contain up to 20 entries.
Figure 1.30 – Configure Speed Dial Configuring the Call Stack The call stack size determines the number of calls you can receive before the next call is treated as busy. Even when your call stack is full, Call Manager lets you place one more outgoing call to perform a consultation, or conference, or a transfer. To configure your call stack size, right-click the ShoreTel icon. A shortcut menu appears. Click Configure ShoreTel System. The ShoreTel System dialog box appears. Click the Telephony tab.
Figure 1.
1-34 Lesson 1: ShoreWare Call Manger Features Using the ShoreTel Call Manager Features – Student Guide
Lesson 2: SoftPhone Introduction Soft Phone is available feature in the Call Manager software with an additional license. SoftPhone installs automatically with the Call Manager client and your extension is automatically assigned to the SoftPhone when you start it. The Web Client allows users to manager their personal feature preferences through a browser. This is a great application for those users who will not have access to the Call Manager software or who do not have a Windows PC, like Mac users.
2-2 Lesson 2: SoftPhone Using the ShoreTel Call Manager Features – Student Guide
SoftPhone SoftPhone is an available Call Manager feature for licensed users. To provide a user with Soft Phone, you must obtain a keyed Soft Phone license and enable Soft Phone use from the User edit screen in ShoreWare Director. Soft Phone installs automatically with the Call Manager client and your extension can be automatically assigned to the Soft Phone when you start it. Figure 2.1 – Launch the SoftPhone Figure 2.
Figure 2.3 – Soft Phone ShoreTel Control Panel While the Soft Phone can be configured for different types of audio endpoints (headset, speakers, handset), ShoreTel recommends a USB headset be used for supportable voice quality. Soft Phone supports Flash and Mute functions. The Soft Phone Flash provides the same functions as the analog ShorePhones. To mute a call, click Mute. Click Mute again to restore voice.
• Click the Audio tab. The Audio tab appears as shown below. Figure 2.4 – Audio Tab Recording - Select the device used for recording from the Recording drop-down list. Playback - Click the device used for playback from the Playback drop-down list. Use only configured devices – Check if you do not want Soft Phone to use any Windows preferred audio devices. Select 1 of 3 device types; Headphones, Desktop Speakers, or Telephone. Click OK.
To start Soft Phone: Right-click the ShoreTel icon, a shortcut menu appears. Click Soft Phone. The Soft Phone appears on your desktop. With Soft Phone you can perform the following basic phone functions: • Dialing from Soft Phone - You can use either your mouse or keyboard. • Using the mouse and cursor—Click the numbers you want to dial. To correct mistakes, select the incorrect number(s) with the cursor and retype the correct numbers. To dial the number, click Talk.
Figure 2.5 – Soft Phone Answer Call Waiting: If you are enabled for call waiting and hear the call waiting tone, press Flash to answer the second call. The first call is automatically placed on hold. To return to the first call, press Flash again. Placing a Call on Hold: To put a call on hold, press Flash and replace the handset. To return to the call, pick up the handset. (While a call is on hold, your phone rings intermittently as a reminder that a caller is waiting.
After the conference call is in progress, drop the last person added press the Flash button. Managing Soft Phone calls via Call Manager From Call Manager, activate Handsfree Mode and you can manage Soft Phone calls via Call Manager like any other call – including Hold, Transfer, Conference, and Hang Up. Figure 2.6 – Handsfree Mode Web Access Web Client is a browser-based interface that allows users to change their call handling mode and personal options.
Figure 2.7 – Web Client Login Screen Figure 2.8 – Web Client The Web Client allows you to activate a Call Handling Mode or change your personal settings: • Call Handling Settings like forwarding destinations and Personal Assistant.
• Find Me destinations • Other settings like your PCM and Voice Mail passwords. Note: if you have Delegation permission, under the “other” tab is where you would be able to activate the Call Handling Mode for another user’s extension. Figure 2.
Lesson 3: Workgroup Call Manager Introduction The Workgroup Call Manager provides users with an all-purpose tool for managing telephone operations and enables instant productivity. The Workgroup Call Manager makes every phone a multi-line phone, allowing the user to virtually manage up to a maximum of 16 calls simultaneously. The Workgroup Call Manager contains the Agent monitor used by supervisors and the queue monitor used by supervisors and agents in the workgroup.
3-2 Lesson 3: Workgroup Call Manager Using the ShoreTel Call Manager Features – Student Guide
Workgroup Call Manager The Workgroup Call Manager gives users an all-purpose tool for managing telephone operations. When receiving an inbound call, detailed information including caller name, number, trunk-identification and routing history is presented. This allows professional call handling. An intuitive point-and click interface gives quick access to commonly-used features such as transfer and conference.
Workgroup Queue Monitor The Workgroup Queue Monitor displays real-time information on waiting callers. Information on the inbound calls includes: caller name, number, trunk-identification and routing history. Figure 3.2 – Workgroup Queue Monitor Agents are also alerted when thresholds for wait time and number of callers waiting has been exceeded. If the Agent has permission, they can pickup calls directly from queue, irrespective of the caller’s position in the queue.
Figure 3.3 – ShoreTel Voice Mail Viewer Agent Monitor The Agent Monitor is designed for supervisors so that they can monitor their agents in real-time. With the Agent Monitor, designated supervisors can view the status of each agent, including caller information, agent login and logout states and wrap-up status. Supervisors can also change the state of each agent, or use the Silent Monitoring, Barge In, and Call Record features. Figure 3.4 – Agent Monitor .
3-6 Lesson 3: Workgroup Call Manager Using the ShoreTel Call Manager Features – Student Guide
Lesson 4: Operator Call Manager Introduction The Operator Call Manager provides operators and administrative assistants with realtime information about every user on the system so that they can make decisions on where to route callers. This lesson covers the features and functions of the Operator Call Manager software.
4-2 Lesson 4: Operator Call Manager Using the ShoreTel Call Manager Features – Student Guide
Operator Call Manager The Operator Call Manager has been designed specifically for the needs of operators and executive assistants. Real-time information is provided about every user on the system as calls are placed to them or transferred to them. The Operator Call Manager provides instant access to call status, call handling mode, and call notes for every user enabling professional, accurate call answering.
Operators and Executive Assistants can select up 250 system extensions they want monitor “real-time”. Just check the box next to each extension you want to monitor. Figure 4.2 – System Extension Directory List Selected extensions automatically appear in the Extension Monitor window. You can see “realtime” call activity to each extension and have instant access to call control activities like Call Pickup, Dial, Intercom, Whisper Page, and Silent Monitor & Barge In.
Figure 4.
4-6 Lesson 4: Operator Call Manager Using the ShoreTel Call Manager Features – Student Guide
APPENDIX: Things to Remember Lab Exercises Appendix – Things to Remember & Lab Exercises Using the ShoreTel Call Manager Features – Student Guide A-1
A-2 Appendix – Things to Remember & Lab Exercises Using the ShoreTel Call Manager Features – Student Guide
Things to Remember • Personal Call Manager makes every phone a multi-line phone, allowing the user to visually manage up to 16 calls simultaneously. • Every user on the system has 5 call handling modes providing a wide array of call forwarding and personal greeting options. • Call Manager can be viewed in 3 different modes: Compact View, Detailed View, Docked View • The QuickDialer gives you a way to quickly make phone calls without picking up the phone and dialing the number yourself.
A-4 • Agents can be alerted when thresholds for wait-time and number of callers waiting are exceeded. • The Workgroup Voice Mailbox is only accessible from the Voice Mail viewer. Only personal voice mail messages appear in Outlook. • If given permission, agents can pickup calls directly from queue, irrespective of the caller’s position in the queue.
Lab 1 – Using the Personal Call Manager As a team or as individuals, use the Personal Call Manager (PCM) software to perform the following: Resource Materials • System Administration Guide • Planning and Installation Guide • The Telephone User Interface Guide Launch Launch the Personal Call Manager (PCM). Call Control Make call - From the QuickDialer, dial another extension by typing a partial name. Take call - From another extension, call another extension and have them answer the call.
Configure ShoreTel System / Call Handling Modes Greeting – Record the personal greeting in the standard call handling mode. Phone Message Notification – Set up message notification such that if you get an urgent message, another extension will ring and play the message. Test this. Email Message Notification – Set up email notification to send you an email at your personal email account like Yahoo or AOL. Find Me – Configure Find Me destinations. Test this.
Exchange extensions with someone else in the group. Configure this phone as your extension. Note: login procedure from the new phone location: press #,#, then enter your extension number, then the VM password, then dial slowly 7,3,1 to assign your extension to this new phone. Call your extension. What happens? Send yourself back to your home switch port. • Using the Personal Call Manager (PCM) click the yellow telephone icon in lower right hand corner of PCM.
A-8 Appendix – Things to Remember & Lab Exercises Using the ShoreTel Call Manager Features – Student Guide
Lab 2 – Using the Workgroup Call Manager Workgroup Agent and Supervisor Call Manager Launch the Workgroup Supervisor Call Manager. Bring up the Agent Monitor Window: • Login and logout agents from the Agent Monitor window. • Make a call to the workgroup and do a call pickup from the Agent Monitor. • Transfer the call back to the agent using the left and right mouse drag and drop options between windows. • Use the docking options. • From the Agent Monitor window, dial an agent’s extension.
A-10 Appendix – Things to Remember & Lab Exercises Using the ShoreTel Call Manager Features – Student Guide
Lab3 – Using the Operator Call Manager Extension Monitor From the Operator Call Manger open the Extension Monitor • File – Extension Monitor • Check the boxes next to three extensions you want to appear in the Extension Monitor window From another phone call one of the extensions you are monitoring. Double Click with your mouse on the ringing icon. What happened? Call the Operator extension and answer the call.
A-12 Appendix – Things to Remember & Lab Exercises Using the ShoreTel Call Manager Features – Student Guide
