TOSHIBA Telecommunication Systems Division IP Telephone, Messaging and Call Manager User Guide Title Page November 2011
Publication Information Toshiba America Information Systems, Inc. Telecommunication Systems Division Publication Information Toshiba America Information Systems, Inc., Telecommunication Systems Division, reserves the right, without prior notice, to revise this information publication for any reason, including, but not limited to, utilization of new advances in the state of technical arts or to simply change the design of this document. Further, Toshiba America Information Systems, Inc.
IPedge General End User Information FCC Requirements Means of Connection: The IPedge does not connect directly to the telephone network. All direct connections are made to a gateway. Please refer to the gateway manufacturer's documentation. Radio Frequency Interference Warning: This equipment generates, uses, and can radiate radio frequency energy and if not installed and used in accordance with the manufacturer’s instruction manual, may cause interference to radio communications.
Toshiba Telecommunication Systems Warranty and License Agreements For information relating to the End User Limited Warranty and License Agreements, please refer to http:// www.telecom.toshiba.com/Telephone_Systems_Support/warranty.cfm WARRANTIES FOR NON-TOSHIBA BRANDED THIRD PARTY PRODUCTS A valuable element of Toshiba’s product strategy is to offer our customers a complete product portfolio.
Contents Organization.......................................................................................................................................... 9 Conventions ........................................................................................................................................ 10 Related Documents/Media..................................................................................................................
Contents Chapter 3 – SoftIPT Chapter 3 – SoftIPT SoftIPT Icons .................................................................................................................................... 29 Fixed Buttons .................................................................................................................................... 30 Flexible Buttons ................................................................................................................................
Contents Chapter 5 – Messaging Features Chapter 5 – Messaging Features Access your Mailbox by Phone ........................................................................................................... 63 Set up Your Mailbox for the First Time................................................................................................ 63 Check New Messages ........................................................................................................................
Contents Chapter 8 – Fax Capabilities Setting up “Do not Disturb”.................................................................................................................. Setting up a Personal Schedule.......................................................................................................... Recording a Scheduled Greeting ........................................................................................................ Unified Messaging.........................................
Contents Chapter 11 – Preferences Chapter 11 –Preferences PREFERENCES ............................................................................................................................... 107 Config Settings.................................................................................................................................. 107 General ...........................................................................................................................................
Contents Chapter 14 – Personal Call Handler Action Variables ................................................................................................................................ 152 Call Variables..................................................................................................................................152 System Variables ............................................................................................................................154 Exporting Actions ......
Contents Chapter 17 – Enterprise Manager Personal Administration Dialer................................................................................................................................................. 210 Main Screen....................................................................................................................................210 Calls Display Area ..........................................................................................................................
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Introduction This guide describes the Toshiba IP5000-series telephones and various other user operations for applications that are integrated with the IPedge system. Organization IPedge UG 11/11 This guide is divided as follows: • Chapter 1 – The Grand Tour is an overview of the telephones supported by the IPedge system. • Chapter 2 – The Basics covers thebasic operations of the IP5000-series telephones • Chapter 3 – SoftIPT describes the SoftIPT software client functions.
IPedge • Chapter 16 – Using Companion Applications contains procedures for Companion applications available with Call Manager, such as, Contacts, History, ACD Viewer, Chat, Dialer, Buttons, and Web Browser. • Chapter 17 – Enterprise Manager Personal Administration familiarizes you with the web-based Enterprise Manager personal administration tool. Conventions Conventions Description Note Elaborates specific items or references other information.
1 The Grand Tour The IP5000-series telephones connected to a Strata CIX telephone system, running Release 5.2 or higher software, include a selection of IP telephone models and matching IP add-on modules, as well as a 60 button DSS Console. See Table 1 for more details. Some IP5000 telephones offer a built-in gigabit ethernet switch allowing the telephone to autosense the network speed, 10/100/1000Mbps. The IP5522-SD, IP5622-SD, IP5531-SDL, and IP5631-SDL telephone models do not support 1000Mbps.
IPedge The Grand Tour Table 1 IP5000 Series Telephones (continued) Description 20 Button with Electronic LCD Labels: Image • 9 line LCD with back light • Full duplex Speakerphone • Headset I/F • Ringing LED The IP5000-series telephone upgrade options include: Table 2 IP5000 Series Add-on Modules Description 10 Button ADM for IP5000-series Image • LCD programmable key strip with back light 20 Button ADM for IP5000-series • Paper Key Strip 60 Button DSS for IP5000-series • Paper Key Strip Note:
IPedge The Grand Tour IP5000-series Telephone Overview The illustration of the IP5000-series telephone shown below gives a general idea of the basic attributes found on most of these telephones. The positioning of the buttons varies per telephone model. A B C D E F G H J I K 20 Programmable Feature Buttons 4-Line LCD Telephone Legend A B. C. D. E. F.
IPedge The Grand Tour Layouts Fixed buttons are laid out differently on the IP5000-series telephones. 9-line LCD Telephone 10 and 20 Button 4-line LCD Telephones Fixed buttons are located on either side of the dial pad. The Fixed buttons are described below. Table 3 Fixed Button Definitions Button Definitions Message (Msg): When Msg LED flashes, press Msg to call back the station or voice mail device that activated the LED. This is the telephone’s [PDN] message waiting button.
IPedge The Grand Tour Table 3 Fixed Button Definitions (continued) Button Definitions Speaker: Press to toggle the speaker ON/OFF. When red Speaker LED is lit handsfree communications is supported. To start a handsfree conversation; press the Speaker button, this turns the red Speaker LED on. To terminate this call press the Speaker button again (Speaker LED off). During a handset conversation, press the Speaker button to start hands-free communications (red Speaker LED on).
IPedge The Grand Tour Programmable Feature Buttons Programmable Feature Buttons are programmed by the System Administrator and can be customized on a per user basis. Note: Programmable Feature Buttons are numbered bottom to top, left to right (shown right).
IPedge The Grand Tour Shift Button toggles between Programmable Feature Buttons 1~10 and 11~20. Blue Button – toggles inbetween call processing screen and HTML browser or programming. Navigation Button See “Browser” on Page 10 Web pages display basic HTML but do not support ASP or Flash. The 18 buttons that surround the screen can be used to highlight selections in the browser.
IPedge The Grand Tour Soft Keys 18 Softkeys (SK1 - SK4) refer to the four buttons directly below the LCD screen (shown right). Soft Keys dynamically change their functions and label depending on the state of the telephone. The dynamic feature associated with the Soft Key is displayed on the bottom line of the LCD display directly above each Soft Key button.
2 The Basics This chapter reviews the basic operations of the IP5000-series telephones. The instructions apply to all telephone models, except when noted otherwise. Customizing Your Telephone Volume Control To adjust the Handset Volume Press the Vol to increase volume and Vol to decrease volume during the call. When you hang up, the volume returns to the default setting. To adjust the speaker volume for internal/external calls and background music 1. Press Spkr. 2.
IPedge The Basics LCD Contrast Available on backlit telephones and backlit add-on module. To adjust the LCD contrast on the backlit telephones 1. Press and hold down the Mic button. 2. Press and release Vol or Vol repeatedly. Note: Holding the Vol button does not continue to change the setting. The button must be pressed for each step of contrast change. To adjust the LCD contrast on the Add-on Module 1. Press Hold+3+6+9 (simultaneously). 2. Press Contrast + button to increase contrast. 3.
IPedge The Basics Backlight On/Off Available on backlit telephones and backlit add-on module. To change Backlight Settings 1. Press Hold+3+6+9 (simultaneously). 2. Press the Mic button. 3. Press Hold. 4. Use table below to choose preferred settings. 5. Press Hold Hold to save settings Table 4 Note: Dial Pad and Button Beeps Backlight Settings Button Input Meaning FB1 1 2 3 FB2 1~30 Always Off Always On On-demand Backlight Timer [ x10 seconds] Example: 1 = 10 seconds; 30 = 300 seconds.
IPedge The Basics 6. FB3, LED Off: Normal sensitivity 7. Press Hold to set the option. 8. Go off-hook, then on-hook to exit the program mode. Telephone Terminology When making or receiving calls on your IP5000-series telephone you may experience one or more of the following call features depending on how your telephone is configured. • 22 Line – is synonymous with trunk which is the line that connects you to the PSTN (Public Switched Telephone Network).
IPedge The Basics Making a Call Handset There are three ways to originate a call from the telephone: 1. To make a call, lift the handset, then dial the number. A line may be automatically selected or choose a line manually. Dial tone is heard through the handset. The Speaker and Microphone LEDs do not light. Digits display as they are dialed. Call progress tones (Ringback Tone, Busy Tone, etc.) are heard through the handset. 2.
IPedge The Basics Notes: • If a directory is not selected and a name is entered, all directories will be searched. • To enter names from the dial pad, press the dial pad button associated with the letter to be entered. Press the button once for the first letter, twice for the second letter, etc. Left and Right Soft Keys are available to move the cursor. 1. Press FIND to start the directory search. 2. Press NEXT to move forward through the directory. 3. Press BACK to move backwards through the directory.
IPedge The Basics Answering a Call Handset There are several ways to answer a call: When the telephone is programmed for Ringing Line Preference, pick up the handset and the telephone automatically answers the ringing line. ... or press the button associated with the ringing line (flashing green LED). Speaker When the telephone is programmed for Ringing Line Preference, press Spkr and the ringing line is answered. ... or press the button associated with the ringing line (flashing green LED).
IPedge The Basics While on a call you can perform the following: On a Call Switching Between Handset and Speakerphone Press Spkr and place the handset on-hook to switch from handset to speakerphone mode. Take the handset off-hook to switch from speakerphone to handset mode. Microphone (Mic/ Mute) Button This button toggles between Mic and Mute.
IPedge The Basics Message Waiting Use your Msg LED/button and LCD to see/retrieve message(s). An extension can receive up to four simultaneous Message Waiting indications and LCD messages. One message is reserved for the Message Center. Your telephone can be programmed to have up to four additional (flexible) Message Waiting buttons/LEDs. Check with your System Administrator to see if these buttons have been programmed on your telephone.
IPedge The Basics LED Indicator Details Table 5 Each line and Programmable Feature Button has a LED next to it which indicates the status of the line or feature associated with the button. Line LEDs light red or green and flash at varying rates to indicate call status (see Table 5).
3 SoftIPT The SoftIPT is a software phone client that runs on appropriately equipped wired or wireless laptops, tablets and desktop PCs with all versions of Microsoft® Windows 7, Windows VistaTM and Microsoft® Windows XP® operating software (OS). SoftIPT on a PC integrates the power of the PC with most of the features available on an IP5000-series telephone. You can use most of the features described in this User Guide. . The SoftIPT functions in the same manner as a desktop IP telephone.
IPedge SoftIPT Table 6: SoftIPT Button Definitions (continued) Button Definitions Audio Settings – Click this button to adjust the audio properties when connected to a USB handset. Help – Clicking this icon enables you to access Help as a user or find information on Setting Audio Properties, etc. Click Help to view all SoftIPT information. Shift Button (Purple) – Press Shift at any time to alternate between display of feature keys 1~10 and feature keys 11~20.
IPedge SoftIPT Configuring SoftIPT Configure the SoftIPT 1. After you have installed SoftIPT, double-click the SoftIPT icon on the desktop. The SoftIPT Configuration window opens. Important! Figure 1 See the illustration below. You will need to enter items A-E to configure SoftIPT. Check with your Telephone System Administrator to make sure that you have this information. After entering this information, print the screen for future reference. SoftIPT Configurations 2.
IPedge SoftIPT Fields Description SoftIPT tries to connect to the IPedge using the following addresses: • • Primary IPedge server IP address Secondary IPedge server IP address. Notes IP address If Broadcast is selected, SoftIPT tries to search for the IP address by sending broadcast messages. SoftIPT skips the Primary IP address or the Secondary one if it is not set. In either case, if SoftIPT successfully connects, the IP address is shown in the “Connected IP Address” field.
IPedge SoftIPT Fields Description This option dictates what happens when you press the close (X) button in the upper right corner of the SoftIPT main window. Allow SoftIPT to run in the background • • Run in the background if this box is checked. Exit SoftIPT software if this box is unchecked. Note If the SoftIPT icon is still on the system tray at the bottom right corner of the PC, then SoftIPT is still running in the background, even after pressing the Close (x) button. 3. Click OK.
IPedge SoftIPT Figure 3 Mail Profiles Basic SoftIPT Functions Double-click the SoftIPT icon on your desktop. Start the SoftIPT Making a Call To make a call 1. Click Speaker then select the on-screen dial pad buttons to dial a call. 2. When connected to a call, you can select any of the call buttons, such as Redial, Hold or Conf. 3. Click Speaker to end the call. Note: Do not use BGM (#490) on the SoftIPT. It conflicts with incoming calls.
IPedge SoftIPT Answering a Call To answer a call using the Shift button If the LCD screen is set to view keys 11~20 and a call comes in on key 1, the phone will ring and Caller ID information displays on the top of the screen - press the Shift key to view keys 1~10 and answer the call. Switching a Call to Your Headset You can switch a call from your IP telephone to the SoftIPT by placing the call on Hold and using the Call Pickup feature. 1. Press Hold. 2.
IPedge SoftIPT Using Echo Canceller If you have a headset plugged into the microphone/speaker jack of the PC, you do not have to always enable echo canceller. We recommend you to enable echo canceller in the event you want to use the PC's embedded microphone/speaker as a speakerphone device and not attach a headset to the microphone/speaker jack of the PC.
4 Feature Operations This chapter gives you more details about your IP5000-series telephone’s advanced functions. An alphabetical list of supported features has been compiled in this chapter for fast and easy reference. Account Codes Verified/Non-Verified Account Codes Account Codes (Forced or Voluntary) can be used for a variety of reasons including billing, tracking, and line restriction applications.
IPedge Feature Operations If the system is set for Verified Account Codes, station users must enter a specific code when entering the Voluntary Account Code(s) or the code is not validated for the SMDR call report. This does not affect the call. Voluntary Account Codes Using the Account Code Button There are two ways to dial using a Voluntary Account Code: Note: This requires a Programmable Feature Button to be programmed on your telephone set with the Account Code feature access code (#46). 1.
IPedge Feature Operations Advisory Message Default Code Table Msg No. Characters Displayed Additional Digits 5 6 7 8 9 Advisory Messages can only be set using the IP5000-series telephone. The preset advisory messages can be displayed using the Enterprise Manager Personal Administration (EMPA). Set Advisory Message 1. Go off-hook or press your extension button to hear the dial tone. 2. Press #411 3. Enter Message number (see table above) 4. Enter additional digits if required. 5.
IPedge Feature Operations Alarm Notification The Alarm Notification Button must be set up by your System Administrator on your station. When the Alarm Notification button displays • Call your System Administrator. This button stops displaying when the alarm clears or when you press the flashing button. If the alarm has not been cleared the Alarm Notification Button flashes every 10 minutes.
IPedge Feature Operations Background Music (BGM) You can set background music over your telephone speaker. At least one music source must be connected to your system. Up to 16 different music sources can be applied to the IPedge Net system: the first source is Quiet Tone, all others can be music or recorded information. If media resources are exhausted, the user will temporarily be unable to hear BGM. Enable Background Music on your Telephone Speaker Press BGM. LED turns on.
IPedge Feature Operations perform any Call Forward function using Enterprise Manager Personal Administrator (EMPA) User Administration tool. Call Forward must be set prior to receiving the call. Important! Check with your System Administrator to determine if the system uses Basic Survivability, if yes, do not change your station call forward settings.
IPedge Feature Operations Station Call Forward Procedures You can register a Call Forward function by entering the button sequence as described or by programming a Programmable Feature Button to perform the sequence. To use the Call Forward button sequence: • Follow the instructions in See “Call Forward Examples” on page 4-43, shown under the “Button Sequence” heading. Some features require additional input, such as: • Dest. Ext. or Telephone No.
IPedge Feature Operations and status of the call (answered, abandoned, or redirected). You can access this list from an LCD telephone with a flexible Caller ID button. View Call History • When your station is idle, press the Caller ID button. The Caller ID LED lights green and the latest record displays. • Press Vol + ▲for the next record; press Vol + record. • To view the call date, time, and status, press SK2 (press again to toggle to call name/number).
IPedge Feature Operations 2. Enter the Orbit Number where the call is parked or # for the extension from which you are calling. You cannot use * to retrieve a parked call. The extension LED flashes at the in-use rate when the call is retrieved.
IPedge Feature Operations You can pick up a call that is ringing another station’s extension, a call placed on hold at another station and other types of calls. When you pick up an internal call, the calling station and the called station displays on your LCD. Call Pickup Group Pickup One or more stations can be assigned to a pickup group, there are a total of 48 pickup groups available. You can easily pick up ringing calls on other extensions.
IPedge Feature Operations Call Transfer Call transfer allows a call to be directed from one telephone to another on IPedge Net. External transfers to telephone numbers or network extensions off IPedge Net are also supported, please check with your System Administrator to see if this is enabled.
IPedge Feature Operations Call Waiting You can answer a call that is transferred to your station, even when your station is busy. When another call is camped onto your station, you hear two Camp-on tone beeps and the extension or Line LED flashes red (on-hold). If a call is sent to your station when busy, and your station does not have an extension button available to receive the call, two camp-on tone beeps are sent to your telephone.
IPedge Feature Operations Conference Call You can conference together up to eight parties (including yourself). The actual number of conference parties with acceptable volume levels depends on the local and far end telephone line conditions. The person who initiates the conference call is the Master. If, after the conference is established, the Master exits the conference, the first station to have been added to the conference becomes the Master. Set up a Conference Call 1.
IPedge Feature Operations 3. After the party answers, press Cnf/Trn. The extension LED flashes (inuse rate) and all parties are conferenced. 4. If you receive a busy tone or if the station does not answer, press the flashing extension button to return to the original connection. 5. Press Cnf/Trn and hang up. The extension LED flashes (exclusive-hold rate) and the two lines are connected. The LED turns Off when the parties hang-up. 6. To supervise a tandem call, press the extension button.
IPedge Feature Operations If you are in a three-way conference and Split with one of the parties, the remaining party will essentially be “on hold” until you return to the conference. Direct Station Selection (DSS) Connect Directly to Another Station’s Extension This optional feature enables you to use a DSS button to connect directly to another station’s line extension. The DSS LED shows the status (idle/busy) of the station and/or the station’s primary extension.
IPedge Feature Operations Setting DND for Another Extension To activate DND for another extension • Enter #6191 (hear Entry Tone) + the Primary extension of the remote extension + the pass code + # (hear Success Tone). This sets DND as if activated by the Primary extension on the target telephone. To deactivate DND for another extension • Enter #6192 (hear Entry Tone) + the Primary extension of the remote extension + the pass code + # (hear Success Tone). This removes DND from the target telephone.
IPedge Feature Operations Message Waiting Message Waiting is shown on the Msg button which flashes red when there are messages waiting. The waiting message indicators can come from the voice mail system or they can be internal messages sent from other extensions. The messages from other extensions are notifications that someone has called your extension and wants you to call them back.
IPedge Feature Operations 1. Press #64 plus the extension number that has the message light set. 2. Press Spkr or hang up to end the call. Method 2 1. Dial the extension that has the Message LED. 2. Press 77. 3. Press Spkr or hang up to release your telephone. Microphone Cut-Off This feature prevents callers from monitoring the sounds near your telephone when your telephone receives a Handsfree Call or cuts-off the telephone microphone while on a speakerphone call.
IPedge Feature Operations caller to hear your conversation with the second caller, cover the mouthpiece of your handset. Speaker Off-hook Call Announce IP5000-series telephones can receive Speaker OCA which enables stations to receive internal calls over their speaker while on another call using the handset.
IPedge Feature Operations Or, if you have an LCD telephone, use the OVRD Soft Key. You enter a conference with the busy station and the party to whom he was talking. The called parties may hear an optional tone signal prior to your entering the conversation. Your LCD displays EXEC OVR DENY if the station you called denies Executive Override. If you do not have Override privileges, you will camp on.
IPedge Feature Operations 1. Lift the handset, press your extension button and enter a paging access code. 2. Make your announcement, then hang up. To make a Group Page Answering a Page All Call Page • Press Group Page and enter the Group number (01~24) — or — • Press extension + #31 and enter the zone number. To answer a Group Page, lift the handset off-hook, dial #5#36 and enter the Page Zone number (01~08, depending on your telephone system).
IPedge Feature Operations normally non-private telephone, Privacy on Line allows you to exclude others. The Privacy condition may be toggled at any time during a conversation. At the end of the conversation, the line’s privacy condition returns to its original state. Use Privacy Release Set/Cancel Privacy Redial • While on a CO line call, press Privacy Release. The LED lights red. The outside line flashes at all appearances.
IPedge Feature Operations 1. Press Spdial on an IP5000-series digital telephone or press the * button on any telephone. 2. Dial the Station or System Speed Dial Number. Station Speed Dial numbers occupy numbers 100~199. System Speed Dial numbers occupy numbers 200~999. Table 8: Feature Feature Access Code Sequences Speed Dial (Dialing an SD number) Stationa Spdialb + nnn nnn = 100~199 Station SD numbers System1 Spdial2 + nnn nnn = 200~999 System SD numbers a.
IPedge Feature Operations 2. Enter a Speed Dial location number (100~199 for personal speed dial or 200~999 for System speed dial, depending on system programming). 3. Enter the telephone number to be stored. If you normally dial a line access code (such as 9) and/or an area code, enter the codes before the telephone number. 4. Input the name you want to appear in the Personal SD directory (nine characters max). 5. Click on Save icon to register the information.
IPedge Feature Operations Note: The calling party has control over whether Tone First or Voice First Signaling is being used. The ability to switch between the two is setup by the System Administrator. To change the signalling method while placing the call 1. Enter the extension number 2. Press 1 to turn on Tone First Signaling. 3. Press 2 to turn on Voice First Signaling.
IPedge Feature Operations directly even if the agent is in Logout state. Also, Login/Logout can be activated by an access code. The default numbering plan is shown below. Access Code Feature #6061 Login - from Agent Station #6062 Logout - from Agent Station #6161 + DN + # Login - Agent Station (DN) from another station #6162 + DN + # Logout – Agent Station (DN) from another station where DN = the Directory number of the agent station.
Messaging Features Access your Mailbox by Phone 5 The following information is required: • Phone number to call the voice messaging system (this may be different from inside and outside of the organization) • Your mailbox number • Your security code (password) Many organizations allow you to access your mailbox directly from your office phone by pressing the “Message” button. When using this button, you are prompted for your password.
IPedge Messaging Features Check New Messages Most organizations have a message indicator light on office phones. By default the message indicator will light up when you have a new voice message, but some system administrators will also set it up to indicate when you have a new fax message. To check new messages and access your voicemail box: 1.
IPedge Messaging Features Volume /Speed Control You can use the following keys at any time during message playback to change message volume or message speed. Press 9 then one of the following keys: 1 Low Volume 2 Normal Volume 3 High Volume 4 Low speed 5 Normal speed 6 High speed Reply to a Message During message playback or after the message has finished playing, you can reply to the sender of the message. The message will be delivered directly to the sender’s voicemail box. 1.
IPedge Messaging Features • To call the number and delete the message, press 3 • To call the number and save the message, press 4 • To call the number and keep the message as new, press 5 3. The system will place you on hold while it transfers your call. Redirect a Message During message playback or after the message has finished playing, you can redirect (forward) a message to another subscriber’s voicemail box. 1. Press 7 2 while listening to a message or after the message has finished playing. 2.
IPedge Messaging Features Erase / Delete and Retrieve a Deleted Message Delete a Message While you are listening to a message, or after a message has finished playing, you can delete the message from your inbox or saved box. Press 3 during or after message playback. The message will be moved to a deleted folder. Note: Retrieve a Deleted Message You will have a minimum of one day to recover this deleted message; some system administrators may extend this recovery period.
IPedge Messaging Features • Press 3 to Re-record your message • Press • Press 1 to send. • Press 0 for delivery options such as confidential, urgent or message confirmation. * to cancel without sending 4. The system will prompt you to enter the mailbox to which you wish to send the message. You can also use a private or public group distribution list at this time; see Chapter 5 – Using Group Distributions for more information on setting up and using group distribution lists. 5.
IPedge Messaging Features To Mark a Message as Priority and Confidential 1. Call the voice messaging system and press 2 from the subscriber’s menu to record a message. Press any key after recording. 2. Press 0 3 4 to send the message as priority and confidential. 3. Address your message. When you send a message as priority and confidential, the system will also provide you with the option to send the message with return receipt and/or schedule it for future delivery.
IPedge Messaging Features 5. The system will ask you to use your keypad to input a 2-digit month, 2digit date and 4-digit time. The system will confirm the date and time you specify. 6. Press 1 to confirm and send, or 2 to change your delivery time. To Send a Message Using Directory Assistance If you do not know a subscriber’s mailbox number you can use directory assistance to find it. 1. From the subscriber’s menu, press 2 to record a message. 2.
IPedge Messaging Features To Send a Message to a Group Distribution You can send a message to a group distribution list. This option allows you to send a message to multiple individuals without having to enter in individual mailbox numbers. For example, if you are a manager, you may wish to set up a distribution list that includes your team members. You can set up private (personal) group lists while a system manager will set up global (public) group lists.
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6 Greetings Messaging offers a variety of greeting options for your mailbox. Below is a list of the different greeting options and their intended purpose. Manage your Default Greeting • Default Greeting – The default greeting is the principal greeting for your mailbox. Once recorded, it is played each time a call is sent to your mailbox.
IPedge Greetings 3. To listen to the greeting you have recorded press 2, to record the greeting press 3. Deactivate your Extended Absence Greeting Call the voice messaging system and select 3 2 2 from the subscriber’s menu. The system will advise you whether your Extended Absence Greeting is activated. To deactivate your Extended Absence Greeting, press 1. This will restore your Default Greeting. Manage your Busy Greeting To manage your Busy Greeting: 1.
Other Messaging Applications Group Distributions 7 You can send a new message or redirect a message to a group distribution list. This option allows you to send a message to multiple individuals without having to enter in individual mailbox numbers. For example, if you are a manager you may wish to set up a distribution list that includes all members of your team, especially if you send them frequent voice messages. There are two options for distribution lists: private and global (public).
IPedge Other Messaging Applications Delete Members from a Private Group Distribution List You can delete members from a pre-existing distribution list at any time. 1. From the Subscriber’s menu, enter 3 6 4. 2. Enter the list number you wish to make changes to, followed by # 3. To delete a member, press 3 and then the mailbox number followed by #. The system will confirm the deletion. 4. Continue entering any additional mailbox numbers you wish to delete. Press * when finished.
IPedge Other Messaging Applications 3. Enter the group number you wish to use followed by a # 4. Press 1 to confirm, or 2 to change your entry. Personal Options Some Personal Options are optional features which may or may not be available to your organization. Check with your System Administrator if any of these features are available to you.
1. Call the voice messaging system and select 3 1 1. The system will tell you whether or not your entire message notification is activated. 2. To activate or deactivate a specific schedule line, press 2. 3. Enter the schedule line number 4. The system informs you if this schedule line is activated or deactivated. To change, press 1. Set a Wake up Call You can set a wake up call to ring a phone (for example, your cell phone) at a specific time during the day.
IPedge Other Messaging Applications Personal Assistant With Personal Assistant you can designate buttons that callers can press when listening to your voicemail message that will automatically transfer them to another extension. For example, you may wish to inform callers they can reach your assistant by pressing a number on their keypad. A Personal Assistant must first be set up by your system administrator to define the key press.
IPedge Other Messaging Applications Accepting or rejecting calls at a call-out Once a call rings through to your call-out number you have the option of accepting or rejecting the call. 1. Once the Follow me has been set up and a call is redirected to your callout number and you answer the phone, you will hear a message that indicates you are receiving a transferred call from the voicemail system. 2. Press # to accept the call or * to reject the call and send it to voicemail.
IPedge Other Messaging Applications Setting up a Personal Schedule The personal schedule allows you to manage calls according to a schedule you define. With the personal schedule you can: • Route a call to one or multiple destinations based on caller ID, time, or a combination of the two. • Play different greetings based on caller ID, time, or a combination of the two.
IPedge Other Messaging Applications the voicemail. You can open this attachment with any audio player installed on your computer to listen to the recording or on your telephone as shown below. Click the “Link to message” to play your message using the telephone. The following options display. Click on the appropriate button.
8 Fax Capabilities This section describes how to: Sending a Fax from your desktop • Send faxes from your desktop • Redirect fax messages • Automatically send faxes to a printer Fax allows you to send faxes directly from your desktop by using the “print” option from any Microsoft® Windows® program. This functionality is an optional service and you must have the Fax Driver installed. Contact your System Administrator to find out if you have this capability and whether the fax driver is installed.
IPedge Fax Capabilities Address Book icon Note: Recipient My Info 84 To use the Address Book, Microsoft Outlook must be installed on the client PC. If you do not see the address book icon, you need to install the latest version of Java Virtual Machine from java.sun.com. Contact your system administrator. You can enter recipients in one of three ways: • Manually enter name, fax number, and/or email in the available text boxes.
IPedge Fax Capabilities Options Server Info • Check “Keep user settings on this computer” if you wish to save this information for future faxes. • Check the “send cover page” checkbox to input content to be sent in a cover page. • “Fax quality” allows you to select Standard or Fine resolution. • If you have a long distance sending code, enter it in the account code field. • “Billing code” allows you to track internal codes (e.g.
Fax options 1. Log into your Personal Administration page. Contact your System Administrator for the IP address and log in instructions. 2. Select Mailboxes > Fax. The following options display : Fax Settings Fax Contacts Fax Log Fax Queue Cover Information Fax Settings The details for each of the settings is explained below. This page is intentionally left blank.
IPedge Fax Capabilities will not receive any faxes unless there is a Fax DID defined in the mailbox properties. In this case the fax will only be accepted if the call was received on the Fax DID number of the mailbox. This is to minimize spam faxes to non fax users. Fax Confirmation Auto Print Outgoing faxes – This field defines the type of confirmation the user will receive for outbound faxes.
IPedge Fax Capabilities Redirect fax messages Depending on your organization’s licensed features, you can check if you have fax messages in your message box. The system will tell you how many faxes you have and will allow you to redirect all of them at once to a fax machine for printing, or review them one by one to redirect to a fax machine. 1. Call the voice messaging system and select 1 3 from the subscriber’s menu. 2.
Call Manager Basics 9 The IPedge Call Manager works with Net Server to provide a powerful "PCPhone" to enhance productivity for telephone users. The Call Manager is designed to run on a PC with Microsoft® Windows XP, Windows Vista, Windows Server 2003, Windows Server 2008, or Windows 7 operating systems connected to a standard TCP/IP network with the Net Server. The Net Server must be installed with the proper software license(s) for Call Manager to operate correctly.
IPedge Call Manager Basics The Main Screen This section gives an overview of the main user interface of the Call Manager, including the buttons, displays, and indicators, which allow you to easily and efficiently operate your phone. Call Manager provides two views, Compact and Expanded, allowing you to operate using only the space on your screen that you want. Note: The Compact View You can easily change the color scheme of your Call Manager by clicking drop down next to the Set the color scheme icon.
IPedge Call Manager Basics IPedge UG Button / Icon Description Tabs – Home, Actions, Preferences, Tools The tabs control various functions and settings. • Home – has some of the basic telephone functions, such as Make Call, Answer, Hold, Transfer, Hangup, Forward, DND On/Off. • Actions – contains the tools to create, copy, edit/test, and delete user defined actions. • Preferences – contains General configuration, Hot Keys, Dialing, and Docking.
IPedge Call Manager Basics Button / Icon Description Dial Pad Button Click the dial pad button to expose and hide the popup Dial Pad. Use the Dial Pad when you reach a recording that says “...Press 1 for sales, 2 for support,...”. When this dial pad is displayed you can use your mouse to click the digits to dial or use the number keys or NumLock keypad on your computer keyboard to dial digits. Make Call Button Click the Make Call button to dial the number shown in the Dial Buffer.
IPedge Call Manager Basics Expanded View IPedge UG 11/11 In “Expanded” view the Call Manager is enlarged beyond the compact view to provide the user with additional buttons, indictors, information to manage multiple simultaneous calls and to access many other features. The follow describes the additional items in the “Expanded” view. • Streamline Button – Used to change Call Manager back to its “Compact” view.
IPedge Call Manager Basics Screen Docked Views • Programmable Buttons – A number of keys can be easily configured by the user as “Feature” keys, “Speed Dial” keys, “Call” keys, “User Action” keys, etc. To change one of these keys simply Right-click the mouse over the key and use the Setup Key window to configure the settings for the key. • ACD Buttons – ACD keys are programmable buttons that would give ACD agents easy login/logout of ACD groups.
IPedge Call Manager Basics You can use the Quick Access Toolbar or KeyTips to execute various commands. The QAT and KeyTips available in SCM are explained below. Shortcuts Quick Access Toolbar (QAT) The QAT (shown below) consists of frequently used tools that can be added to the top of the screen for easy access. You can add as many tools as you like. If there are too many to fit on your bar, the remaining ones will go into overflow.
IPedge Call Manager Basics The Side Window Screen Click the “Side Window” button on the main screen to cause the side window to appear just to the right side of the main window or below when the main window is docked. The side window provides access to the Personal Call Handler window and additional programmable buttons can also be reached. This window is docked to the side of the main window.
IPedge Call Manager Basics Companion Application Windows Companion Application tabs open as the result of clicking one of the Call Manager tabs. These windows open docked (connected) to the main window or can be undocked (moved away) from the main window. (Each side must be enabled in the “preferences/docking” drop down list). While a companion window is docked with the main window, whenever the main window is moved the companion window will move with it.
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Using Call Manager Features 10 This chapter defines how to use the IPedge features using Call Manager. Features included are Call Handling, system, Call Center, and Microsoft Outlook features. Personal Call Handler (PCH) rules can be created to respond and take actions on calls automatically, or Programmable Buttons can be used for even easier access to many features. Call Handling Features Making Outgoing Calls Call Handling features include how to dial, answer, hold, transfer and hang up calls.
IPedge Using Call Manager Features Hot Key Dialing 1. Highlight a telephone number in another application. 2. Using the keyboard, press the key combination assigned for Hot Key Dialing. The call will proceed dialing the number highlighted. Using Drag and Drop • Use the mouse to drag and drop a call from either the Call History or Contacts tab list into the LCD Display window. The call will proceed to dial. Using Contacts / Personal Speed Dial List 1.
IPedge Using Call Manager Features or press the Answer Hot Key (F9). Note: Call Manager must have focus for the key to work. Hang Up Hanging Up or Disconnecting Calls • When the call is completed, click the hangup button to disconnect the call or right-click on the call in the Call View Window and select Hangup. or press the Hangup Hot Key (F12). Note: Call Manager must have focus for the key to work.
IPedge Using Call Manager Features Call Forwarding To Set Call Forwarding 1. Click the FWD Off button. 2. Choose a Forwarding type from the pull-down listing (shown below). 3. Enter a Destination for the forwarded calls. 4. Click Save to compete the setting. To Clear Call Forwarding 1. Click the. button 2. Choose from the pull-down listing. 3. Click Save to remove the previous setting.
IPedge Using Call Manager Features Status Messages and DND Status messages is available under the DND Off option. Setting a Status Message 1. Click the button to bring up the Set Status Message window. The following screen displays. 2. Change the selection to Status Msg Only On 3. Use the pull down listing and select a Status Message. 4. When needed enter additional information on the Custom 2nd Line. 5. Click the Save button when done.
IPedge Using Call Manager Features Viewing Extra Call Information Call Manager has the ability to attach, retain, and display extra information taken on a call. This could include information input by an IVR, added/ attached information by the Call Router, attached from a database, or added by any user who handled the call. This information is retained with the call as it is transferred about in the phone system.
IPedge Using Call Manager Features To Copy Call Information to Another Application With the “Call Info” window open, click the Copy button to place that specific information on the Windows clipboard for pasting into another program. For example, the user may need to use the Customer number to look up the status of an order. Clicking Copy and switching to the other program and pasting into the appropriate field allows for a fast lookup.
IPedge Using Call Manager Features Changing Agent Status 1. Click the ACD Status button. The following ACD Agent Status window will appear: To Make Agent Unavailable 1. Use pull-down list and choose a reason. 2. Click the Make Unavailable button. 3. Click Done. To Make Agent Available 1. Click the Make Available button. 2. Click Done. To Set the ACD Status to Wrap-up 1. Click Set WrapUp button. 2. Click Done. Note: The Set WrapUp button is NOT available on all installations. To End WrapUp 1.
11 Preferences PREFERENCES This section defines settings that are available to the user and can be changed to meet their needs. A number of additional settings are available for the System Administrator for setting more advanced features such as controlling access to some features, creating a server-based rules and configurations. This section will concentrate on the settings readily available to the user.
IPedge Preferences General User Preferences Call History 108 These settings control how Call Manager interacts with other Windows-based programs and how it should react when calls ring or are being dialed. Extra Call Information can be enabled and content to be displayed defined as well as details for Microsoft Outlook Integration when used. • Pop Up on Call Ringing – Check this option if you'd like your Call Manager to automatically pop up when a call rings on your phone.
IPedge Preferences Call Types Audible Message Waiting • Once Call Logging is enabled, a choice needs to be made to log All, Intercom Only, or Outside Only calls. • Sound File – Enter the path to the .WAV file to be played. Use the Browse button when needed to search for the path to the sound file. An audible sound can be played when the Message Waiting indication turns on. The sound played can be any .WAV file of your choosing.
IPedge Preferences To Add or Change a Static Info Field: MS Outlook Integration 110 • Field Name – Select from the pre-defined list of fields or create you own field name. This name must match exactly the information field where the information is held. • Description – Enter any description you desire to mark this field. • Field Type – Each field can be selected to be either a fixed parameter (1 line) or long text (multiple lines) fields.
IPedge Preferences IPedge UG 11/11 • Home Area Code – Enter your home area code. This is used for dialing local calls when the area code needs to be stripped from the dialing. • On Manual Dialing – Lookup In Outlook – When enabled, whenever you dial a phone number manually, the phone number will be looked up in Outlook to see if there is a match. If there is an exact match (only one Contact entry matches) the name and account number from the Contact will be automatically attached to the call.
IPedge Preferences Dialing Tab Local Dialing Plan 112 Click Preferences > Dialing or Preferences > General > Dialing tab. Use this tab to determine whether to follow a Server-based dial plan, use a dial plan defined for your station, or dial all the codes yourself. The last option is not practical when using a database or using “hot key” dialing since other applications don’t know what is a valid number to dial including entering a trunk access code when needed.
IPedge Preferences Dialing Outside Numbers Dialer IPedge UG 11/11 • Dial same as User Dialed – With this option selected, outside phone numbers will be dialed exactly how the user dialed them (unchanged by Call Manager). • Use Local Dial Plan – When this option is selected, the user dials an outside phone number, the number will be analyzed according the dial plan and the number will be automatically modified (add “1+” for Long distance, etc) before Call Manager dials it.
IPedge Preferences Defining a Local Dialing Plan Each area of the US uses a different set of rules for determining which calls are local calls or long distance. For your area, a good source for determining how to define your dialing plan, use the opening pages of your phone book. These pages generally define how to dial different areas and provide a listing of prefix codes for the local calling areas. Three typical examples are: 1.
IPedge Preferences Calling Within My Home Area Code IPedge UG 11/11 • Home Area Code – Set this to the Area code where the phone is located. This will be used by Call Manager to determine which dialed calls are within your home area code and when searching a contact manager (reverse screenpop) the dialed number will need the area code included, i.e. Microsoft Outlook. This is a duplicate of the entry to the one made in the Dialing Tab, thus the value entered previously will show here.
IPedge Preferences Calling Outside My Home Area Code • Any calls outside your Home Area Code LOCAL calls? – Select either None or Only Calls to These Area+Office Codes. • Local Area+Office Codes – This entry is only presented when you chose Only Call to These Area+Office Codes in the previous step. The pull down listing shows the codes (area code plus prefix codes) that are considered to be a local call from your location. Click the C button to display the “Change Dial Rules” screen.
IPedge Preferences Docking Tab Docking Settings The docking tab defines the contents of Call Manager when docked to the top or bottom of the screen. This includes whether docking is enabled or disabled and a listing of contents by display priority (space limits what can be displayed). • Enable Screen Docking – When enabled, the Call Manager will automatically ‘dock’ to the top or bottom of the PC screen when it is moved to the top or bottom. When dragged completely to the top, it has a slim dock view.
IPedge Preferences Advanced Tab 118 Access this screen by clicking Preferences > General > Advanced tab. The basic connection for the Call Manager can be changed using this screen. It also has the capability of sending log files to Technical Support for debugging problems encountered. The TAPI Service Provider should not be changed unless your System Administrator has instructed you to update the settings for finding Net Server for your application.
IPedge Preferences TAPI Service Provider IPedge UG 11/11 • Enter the Service Provider Name – This must be set to access the TAPI service provider to be used – typically, this would be set to: Net Server. • Setup – Click the Setup button to open a screen to define the TAPI Service Provider as shown on the following page. The I button is a handy status indicator for reading the version levels and license codes for the system and is shown in the Tapi SPI Info screen.
IPedge Preferences Diagnostic Logging/ Uplink Clicking this button enables the Debug utility and have it show on the Main Menu under Settings as well as provide an easy utility for sending all the important information about Call Manager to assist Technical Support to help diagnose any problems when necessary. • Show Advanced Menu – Place a check in the box to enable the Tool tab Advanced menu option. This needs to be enabled to capture events or show call information when Call Manager is operating.
IPedge Preferences Setting Up Hot Key Dialing & Popup Call Manager provides two global “Hot Keys” that you can press within any application to send a request to Call Manager. The first key is the Dial Hot Key provides a method for dialing a number from any application. For example, you may have a phone number in a Microsoft Word document that you can highlight in the Word document and press the hot key combination assigned. This dials the number in Call Manager. By default the Hot Key is F11.
IPedge Preferences Skin Editor The entire color scheme as well as the look-and-feel of the Call Manager can be changed dramatically, by simply selecting a different skin. Skins can affect the following elements of Call Manager: • Screen background colors, texture and appearance. • LCD colors and fonts • Calls window color and font. • Title bar logo and Application menu logo. • Programmable Button colors and fonts. • ACD Keys colors. To access the skins editor, go to Preferences > Skins Editor.
IPedge Preferences When the design is complete, then you can easily change to this skin by rightclicking the mouse on the logo on the main window and selecting the skin name from the Phone Colors menu. Skins Files Each skin design is saved in a file, which is a file starting with "skin_" and ending with ".INI". These files are stored along with other configuration data on your PC in the Local Settings Call Manager folder\skins. A number of basic skin designs are included with Call Manager.
IPedge Preferences The Skin Editor Start by Opening a Skin File or Creating a New File. The design begins by loading an existing Skin File or starting with a new skin design. See the procedures above. Set Background Color and General Appearance Select the color scheme from the drop down menu. On some color schemes, i.e. Office2007 Blue, Office2007 Black, and Office2007 Silver, you have the option to blend secondary colors to make a different color from the standard Office 2007 colors.
IPedge Preferences Insert your Logo into the Skin Changing Call Windows Appearance Changing the Button/ACD Button Appearance • Change Low Priority Text Color • Change Font • Reset You can choose a graphic different from the default logo that may be used for display in the title line of the Call Manager display, and application menu logo. The Skin Editor provides a series of default graphics and allows for using .png, .jpg, .gif, or. bmp-formatted graphics as well.
IPedge Preferences Email skins To send the skin using email, click on the email skin button (shown right). A Microsoft Outlook message dialog box displays (shown below). Enter the appropriate address(s) to send the skin. Email skins Microsoft Outlook is required when using this function.
IPedge Preferences Tab Settings Add Tab Update Tab IPedge UG 11/11 The options to add, update or delete tabs can be found here. Tab settings is for managing companion applications. The Revert button brings all the companion applications that have been docked outside back to the main window. Click the Add Tab button to add a new tab. • Name – sets the text in the tab. • Type – The drop down allows the user to select a companion application.
IPedge Preferences Delete Tab Click on the item in the 'Tab' column to toggle deletion (icon has a red 'X' through it to indicate it will be deleted). Hold down the shift or control key to select multiple items. Drag the mouse to select multiple items. Click the Delete tab button to delete any tab. However, deleting the tab does not delete it permanently, it's more like hiding it from view. All deleted tabs can be re-added with the “Add” button. Also, not “all information” is lost.
12 Buttons This chapter shows how to use and add, delete or edit button and button banks. Programmable Buttons To access Buttons There are three methods to access buttons: 1. Click on the Personal Call Handler button and then the Buttons tab. 2. There are nine preloaded buttons at the center of the Call Manager screen (shown below). 3. Only the More Buttons companion application tabs have more buttons. These buttons can also be undocked using the dock / undock button on the left.
IPedge Buttons 8 banks, which means the buttons in that bank are displayed in the application (No two applications can share the same bank). User Programmable Keys 130 The Call Manager has many different User Programmable keys on the main screen, on the Side Window, or on the Extra Button windows. These keys and can be easily configured by the user as “Feature” keys, “Speed Dial” keys, “User Action” keys, “DSS” keys, “Web Access” keys, “Run another Application” keys, or “ACD” keys, etc.
IPedge Buttons Note: Some users may not have permission to change buttons and keys. • Sample – Displays the appearance of the following selections. • Key Label – Type a label for the key. • Back Color – Choose the color of the key. • Text Color – Choose the text color to use for the key label. • Default Colors – Pressing this button will reset the colors of the key and text to the default for the skin used. • Action – Choose an action to be performed.
IPedge Buttons You can also include an “X” character in a phone number string to have the dialing stop at that point and queue up the rest of the number in the dial buffer. The user can listen to the call and click the Dial button to dial the rest of the digits at the appropriate time. Examples include: (1) dialing a person who has an extension number (i.e. “4969040 x1008”), (2) dialing a pager and you want to display a number on the LCD of the pager (i.e.
IPedge Buttons The commands that may be available will depend upon the PBX you are using. Commands that may be available include: PBX Call Control Auto Call Record/Tracer Recording Answer – Current call. Start Record Conference – Simulates pushing Conf key. Stop Record Dial xxxxxx – xxxx= the number to dial. Set Bookmark “Msg” Hangup – Hangup current call. Call Center Hold – Hold current call.
IPedge Buttons Select the appropriate action or button to add, copy, edit, test, or delete action. The appropriate action screen displays. Click Save and then click Done. Refer to Chapter 5 – Actions for more information on editing actions. ACD Keys ACD keys can be set on any button, including Buttons companion applications and the side view buttons.
IPedge Buttons Web Keys Run Program Keys Creating Keys using Drag & Drop IPedge UG 11/11 Web keys allow you to program an Internet (or intranet) URL into the key. Press the key to open the default web browser to the specified web page. This sets the key to run a specific application or load a specific document. For example you could create a “Calculator” key to run the windows calculator by setting the “Program filename” to CALC.EXE.
IPedge Buttons 136 • Drag a Contact from Microsoft Outlook to a key to create a Speed Dial button • Drag a call from the Call History to create a Speed Dial button • Drag an entry from the Contacts application to create a Speed Dial button TOSHIBA IPedge UG 11/11
13 Actions You can define powerful actions that can be used with both the Personal Call Handler and under the Programmable Keys. These actions can be as simple as playing a .WAV file to as powerful as sending a specific DDE message to another programs to “Screen Pop” a database. When defining a new action, it's usually a good idea to test the action to make sure it works correctly. The screens for creating actions also provide a testing facility to make this testing easy.
IPedge Actions Attach Account Code This action attaches an account code to the active call. This account code is passed to other applications such as Insight or TASKE Contact. * Account # – Enter an accounting number to be associated with this call. Export Call Info This action is used to export call information to another program (like the CTI Call Handler) in order to keep its Call Info Database current.
IPedge Actions Log Info to File This action writes a string of information to a text file. This can be used to make a call log, like personal SMDR, and/or to trigger actions in other programs. A wide range of call and system variables (see “Action Variables” on page 152) may be used to create the information to be written into the file. • Log Filename – Enter the complete path name of the file to log the information. Use the Browse button to find the file name, when needed.
IPedge Actions Minimize Phone Screen This action shrinks the Call Manager screen to an Icon in the Tool Tray. To return Call Manager to its original position requires the user to either doubleclick the icon in the tray or right-click and select Show. Modify Call Information This action changes the Caller ID name, Caller ID name, or Account code of the active call on this phone and when the PBX supports the changes, the same information held in the PBX.
IPedge Actions Extra Info Play WAV File • Field Name – Enter the name of the field to be changed. This name must match exactly the field name including uppercase and lowercase syntax. For example, a user may want to create User Programmable Keys identifying the “Preferred Agent” for the call prior to transferring the call into a queue. The Field Name would be entered as PREFAGENT. The value would be the agent’s ID code. • Value – Enter the value to be used for this field.
IPedge Actions Pop Internal Web Browser This action can be used to send a URL to the ‘built-in’ web browser of the Call Manager (when installed) or can be used to create access to other companion application programs. An example of using your Personal Call Handler to automatically open the Integrated Web Window, whenever an outside call rings in, to provide a script to for answering that call.
IPedge Actions Popup Call Info Screen This action will pop open either the Standard Call Info screen or Extra Call Info screen. The Standard Call Info screen allows the user to type in the Caller ID name or number or Account code of a call, lookup the phone number in Outlook and/or Open a Contact or Journal, or Divert a Ringing call to another location. Either screen allows you to view, change, or attach additional extra information to a call.
IPedge Actions Popup Phone Screen This action causes a popup (Restore) of the Call Manager screen from an icon. • Run another Program 144 Phone Screen Size – Select the size for Call Manager’s main screen. The choices are to restore to the Last Size Used, Small (or compact view), or Large (or expanded view). When Call Manager is docked to the top or bottom, Call Manager restores to settings defined in the Preferences Docking tab. This action triggers the running of another program on the PC.
IPedge Actions Send DDE Msg This action sends a DDE Execute message to another program on the PC. Frequently this is used to “Screen Pop” a contact management program, such as Goldmine. • App Name Topic – The application will specify both the application name and topic name used for making the communication link. Follow the application note or that application’s documentation for specifics. Note: IPedge UG 11/11 The pipe character ‘|’ must separate the application name and topic name.
IPedge Actions Send Keystrokes to a Program This action provides a way to send keystrokes to another Windows program just as if the user typed them into that program. This can be used, for example, to pop up another program whenever a call rings in. Note: Use this action carefully because when the action is triggered, the keystrokes will be sent to the target program regardless of the state of that program (i.e. even when the user is in the middle of some action in that program).
IPedge Actions Special Keys The plus sign (+), caret (^), percent sign (%), tilde (~), and parentheses ( ) have special meanings. To specify one of these characters, enclose it inside braces. For example, to specify the plus sign, use {+}. Brackets ([ ]) also must enclose them in braces. To send brace characters, use {{} and {}}.
IPedge Actions Combination Keys To specify keys combined with any combination of Shift, Control, and Alt keys, precede the regular key code with Shift, Control, or Alt code. To specify that Shift, Ctrl, and/or Alt should be held down while several other keys are pressed, enclose the code in parentheses. For example, to have the Shift key held down while E and C are pressed, use “+(EC)”. The code “+EC” will send the characters Ec instead of EC and “E+C” will send the characters eC.
IPedge Actions Set Phone Forwarding IPedge UG 11/11 This action changes the Call Forwarding setting of the phone in the PBX for the prime DN of the phone. The action can determine the type of forwarding (Immediate, Busy, No Answer, Busy/No Answer, or Off) and the destination. • Choose Forwarding – Select from the drop down list the forwarding action to use. • Destination – Define the number for the destination of the forwarding. This is left blank when using Forwarding Off.
IPedge Actions System/PBX Command This action can be used to send appropriate OAI commands to the PBX to perform functions. For example, you could have an action that sets your DND message to “UNAVAILABLE” using the following: N 16. You could then set this action to run each time you shutdown your phone. • System/PBX Command – Select from the list of available commands and edit the variable values (shown in quotation marks) as needed.
IPedge Actions Transfer Call IPedge UG 11/11 This action causes the active call to be transferred to another phone, directly to a specific Voice mailbox, or to an outside phone number (i.e. 9,4969040). • Transfer To – Enter an extension number or outside number to be called. • Transfer Mbox – Enter a mailbox number if going to a Voice Mail number.
IPedge Actions Action Variables Call Variables Call Manager uses variables to provide information to actions. Call Manager replaces the variable token code with the appropriate value when the action executes. For example, %P becomes ‘4804969040’ when you receive a call from Toshiba. Refer to the table below for call variables and their values.
IPedge Actions Variable %V The Extra Call Info screen allows you to configure a button for each Call Info field. This variable,%V, contains the value of that Call Info field for use when defining an Action trigger. %W Contains ‘1’ if Outlook Link found a match in Outlook. Contains ‘0’ if Outlook Link did not find a match, or was not active. %X(“name”) Extra Call Info Field, i.e. %X(“Notes”). The name of the field must be in double quotations.
IPedge Actions System Variables Call Manager also uses System Variables for Action parameter strings, such as Date and Time. They can also provide some control over text logging actions with Carriage Return, Line Feed, Tab, and Random Numbers (for file names.) Note: Many System Variables duplicate the Action Variables to provide increased compatibility with legacy applications and 3rd Party Application Notes.
IPedge Actions Exporting Actions Once an action has been designed, exporting the action is recommended to provide a backup copy as well as a file that can be copied to other Call Managers. To export an action, you will need to be in the Add/Edit Action screen and click the Show Test button to reveal the testing parameters and the Export Action button. Pressing Export Action copies the details of the action into a special file named: xx.
IPedge Actions Testing Actions While in the Add/Edit Action screen, a Show Test/Hide Test button is offered. Pressing this button when it is titled Show Test, will expand the window to a set of “Test Values” that can be set representing the variables used within the action. This sets the values of any real time variables for testing your action.
Personal Call Handler Personal Call Handler 14 This powerful feature of Call Manager allows you to create Call Handling Rules to automatically take actions when certain events occur and specific conditions are true. That is, you create a rule so that (1) when an Event occurs, and (2) if certain conditions are true, and then (3) perform specific Actions.
IPedge Personal Call Handler Creating Personal Call Handling Rules The following items will define how to edit, delete or add new rules. Many rules can be created and exist simultaneously. To allow rules to be defined and not applied, an enable/disable check box appears before each rule to make it easy to disable or enable different rules are different times. The order of the listing of the rules determines the sequence the rules will be used. Thus, some rules may prevent following rules to be used.
IPedge Personal Call Handler or highlight the rule to be changed and click Edit. 2. Select a Triggering Event and Set the Conditions The types of events that can be used to trigger a rule can be divided into call related triggers, system triggers, and status change triggers. Each grouping is shown below along with the Conditions offered for the trigger to take effect: • IPedge UG 11/11 Call Ringing – Whenever a call rings on the phone.Call Type – Select the call type for the ringing call.
IPedge Personal Call Handler • • • 160 Account Code – Select the account code type to be used. For the last two options, enter a specific number in the box including wildcard characters when needed. See Like Matches and Unlike Matches for use of wildcards. Call Answered – Whenever a call is answered on the phone.Call Type – Select the call type for the ringing call. • Call Direction – Select the direction of the call to be triggered. • Caller ID Number – Select a Caller ID number.
IPedge Personal Call Handler • IPedge UG 11/11 Call Type – Select the call type for the ringing call. • Call Direction – Select the direction of the call to be triggered. • Call was Answered – Select whether the call was answered. • Phone Software Startup – Happens whenever the Call Manager software starts up and is in full operation with the PBX. • Phone SoftwareShutdown – Happens whenever Call Manager software is shutdown (using a normal Exit).
IPedge Personal Call Handler • 162 ACD Call Ringing – Happens whenever a call rings on the phone that is part of an ACD group (ignores non-ACD calls). • Call Type – Select the call type for the ringing call. • Phone State – Select the Phone State when the call arrives. • ACD Pilot Ext # – Select the pilot number the call is from. For the last two options, enter a specific number in the box including wild card characters when needed. See Like Matches and Unlike Matches for use of wildcards.
IPedge Personal Call Handler • Status is Idle – Whenever the station is idle and the DND button is toggled or whenever an ACD agent ends “wrap-up” time and becomes available to take a call. • Do Not Disturb Status – Select whether the station is to be considered idle when the DND Status is... • • IPedge UG 11/11 ACD Agent Status – Check the box to trigger when an agent goes idle after completing the “wrap-up”.
IPedge Personal Call Handler • Outlook Calendar Appointment – An event that occurs at the start time of the appointment and again when the appointment time ends (‘Free’). • Note: • Calendar Status – Select to match the Outlook Calendar Status options: Any, Free, Busy, Out of Office. • Event Importance – Select to match the Outlook Calendar Importance options: Any, Low, Normal, or High. • Subject – Select either Any or Matches this Subject. For making the match enter the text for the subject to match.
IPedge Personal Call Handler Like Matches When you design a Rule to trigger using a Specific Number (for the CallerID number or Account number) or on a Specific Name (for the CallerID name) you can design the rule to either search for an exact match or a “LIKE” match. A “LIKE” match simply uses wildcard characters in the string that you specify to accept a range of values.
Export Rules Once a rule has been designed, exporting the rule is recommended to provide a backup copy and that file can be copied to other Call Managers. To export a rule, you will need to be in the Add/Edit Rule screen and click the Export Rule button. Pressing Export Rule copies the details of the rule into a special file named: xx.RUI where 'xx' is a number assigned by the system corresponding to the rule number (i.e. 2.ACI).
Using Microsoft Outlook Dialing from within Outlook 15 When Outlook Phone Link has been installed, a "Phone Icon" will appear on your Outlook main Tool bar. Then when you are in any Outlook Contacts folder and you have a contact highlighted, you can press this button to dial. A dialing screen will pop up showing each of the phone numbers available for that contact. Simply select the appropriate phone number and press the Call button to place the call.
IPedge Using Microsoft Outlook With this, you can see the information about who is calling and then can manually open a Contact or Journal. If opening a contact/journal manually is not desirable, you could also have a 2nd 'trigger/action' so that when you "Answered" a call it would automatically open a Contact and/or Journal as desired.
IPedge Using Microsoft Outlook Integrating with Outlook Calendar Create Actions to set and clear the DSS Message One typical integration with Outlook Calendar is to put Appointment information on DSS key so that all other Call Manager users know your current presence status. This example will turn on the DSS key with Status Message only and turn off the message when the scheduled meeting is over.
IPedge Using Microsoft Outlook Create Personal Call Handler Rules Two Personal Call Handler Rules will be needed, both using the Outlook Calendar Appointment event which sends a message when an appointment starts and a second when it ends. In this example, I want to trigger the setting of the DSS message for any Calendar Status to ensure all appointments are reflected and also for any Event Importance and any Subject. These items are part of the appointment created in Outlook Calendar.
Using Companion Applications 16 The Contacts companion application tab has Directories, Presence status and Speed Dial combined. Contacts The Contacts tab lists current phone directories. Phone directories will include “CIX Directory” (created by default), and any personal directories that you create. Sorting Entries Click on a column header to sort the entries using that column. Click the same column header again to reverse the sort from ascending to descending (or vice versa).
IPedge Using Companion Applications CIX Directory List of names and extensions on the telephone system. • To Call – Press Enter to dial the highlighted number, or double-click the desired name from the list. • Drag and Drop to Create Speed Dial Button – Drag an entry from the Directory to a Programmable User button to automatically create a Speed Dial button with the selected extension number.
IPedge Using Companion Applications • To Delete a Filter Entry – Use the pull down list and select an entry to be removed and press Del. The filter strings are case sensitive and will hide all entries starting with exactly the same string of characters. Entering “A” hides all entries that begin with an uppercase A. Personal / Speed Dial Directory Presence Viewer List of telephone numbers. The user may add entries to provide fast access to frequently dialed numbers.
IPedge Using Companion Applications 2. Right click on an entry for options to either call, chat, broadcast, edit or delete group. 3. When you select Edit group, the following dialog box displays. Use the double arrow buttons to add or remove users from the group (shown right).
IPedge Using Companion Applications The Presence status shows the status of users, such as Idle, Busy, etc. Right click the member to start Chat or call the person through Call Manager.
IPedge Using Companion Applications History Call Manager automatically creates a log of calls dialed and received on the local telephone extension. This Call History provides the user with a valuable log of his or her phone calls. Page Buttons 176 • Pages Buttons – In addition to the other toolbar icons, you can use the First Page, Previous Page, Next Page, and Last Page icons/buttons to navigate between the various pages.
IPedge Using Companion Applications 11/11 Type – This can either be IC or CO indicating the type of call, internal or external. It also indicates the Station (ACD/Hunt Group, Announcement (AA), and voicemail. • Notes – Shows the ‘Notes’ that were taken during this call. These Notes could have been attached to the call prior to reaching this phone, and/or they could have been added or changed by you while it was on your extension.
IPedge Using Companion Applications The following functions are available on the toolbar: • • Find Similar Calls (Filter icon) – Enables the Filters option preconfigured with information to match the selected call. This is very useful for finding calls made to or received from a certain person or phone number. • Print Calls (Printer icon) – Prints a listing of all entries shown in Call History. Change the position and width of the columns prior to printing to format the printout as desired.
IPedge Using Companion Applications 3. Press the Search button to find the calls (on the current page) that match ALL of the selected options. Call History will update the “Calls” counter and “Call Display” area on the main screen. IPedge UG 11/11 • Search Button – Finds the calls (on the current page) that match ALL of the selected filtering options. • Clear Filters Button – Resets all filters to ‘Off”. Press Search to re-load all Call History record.
IPedge Using Companion Applications ACD Viewer The Call Manager ACD Viewer program allows Call Manager users connected to Strata ACD to view the status of all ACD groups in which they are members. It shows the operating status of each group and as the group becomes busier it changes colors and can provide warning sounds to alert you of status changes. You can expand each group view to see the number of calls and the status of each of the agents and supervisors in the group.
IPedge Using Companion Applications Logging In or Out • Click the Change Agent ID icon to open the ACD Login/Logout window. Note: The right list box shows available groups for the identified agent number. The left list box shows groups currently logged into. To log into or out of one or more groups 1. Highlight the group name(s) in the right-hand box and click <
IPedge Using Companion Applications To Make Agent Available 1. Click the Make Available button. 2. Click Done. To Set the ACD Status to WrapUp 1. Click Set WrapUp button. 2. Click Done. Note: The Set WrapUp button is NOT available on all installations. To End WrapUp 1. Click the ACD Status button. 2. Click the End WrapUp button. 3. Click Done. The ACD View has many configuration options that allow you to customize it to your needs.
IPedge Using Companion Applications ACD Group Status This section allows you to setup how ACD viewer changes ACD group status based on activity conditions. Different colors represent the different status conditions of (how busy is) each ACD group. Yellow and Red represent warning and urgent status levels respectively and can be specifically configured to decide when those levels should be reached.
IPedge Using Companion Applications Active Status (Green), Idle Status (Blue), and Disabled Status (Black) Notifications The ACD Group Status will automatically appear Green if there are agents logged into the group and there are calls taking place in the group, but there are no waiting calls for the group. The status will automatically appear Blue when there are agents available to take ACD calls, but there are no calls. Black indicates the queue is Disabled (or off-schedule) and not receiving calls.
IPedge Using Companion Applications CM LCD In some cases you may want to keep the ACD viewer hidden but have it send messages to the LCD display of the Call Manager to show the ACD queues status. This is often very useful when the Call Manager is docked to the screen and you want to conserve screen space for use by other applications. Thus, ACD Viewer can be configured to send Low/Medium/High priority messages to scroll along the 2nd line of the Call Manager LCD display.
IPedge Using Companion Applications Miscellaneous Using ACD Viewer Collapsed View If on your system each Agent ID is the same as his/her PBX extension you should enable the “PBX extensions correspond to Agent IDs” option. That is agent ID “100” uses PBX extension “100”, agent ID “105” uses PBX extension “105, etc. With this type of installation, you will be able to place a chat call (or chat broadcast message) to an agent even when he/she is not Logged In to an ACD group.
IPedge Using Companion Applications Black (Disabled) = the ACD queue is disabled (either by a supervisor or by being after-hours in the schedule). To ’expand’ the information on an ACD group, simply click on the Plus sign next to the status icon. Other things you can do to a queue via right-click menu include: Chat Broadcast – Send a broadcast chat message to all agents and supervisors in the queue. Enable Queue – Enable the queue 24x7 if currently disabled.
IPedge Using Companion Applications In the expanded view, the “My Status” icon is a special icon that shows your status in the ACD group (logged in, logged out, busy, in wrap-up, etc.), and when you right-click on your icon you can change your status or perform a function. The options provided are: 188 • Log In – this will log you into this ACD group. • Log In and Take Calls – (supervisor only) – This allows a supervisor to simultaneously log in as a supervisor and as an agent (to take calls).
IPedge Using Companion Applications Requesting Supervisor Help When the Request Help Call to Supervisor function is selected, this sends a Help Request to a supervisor in the ACD Group. Once you initiate the request you will receive a notification that the request has been sent. If the supervisor accepts your request for help you will receive notification. If the supervisor denies your request you will receive a rejection notification.
IPedge Using Companion Applications The Call Manager Chat program allows Call Manager users connected to the Net Server to interactively have chat conversations. This is an integrated textmessaging function that lets you communicate with other Call Manager users using text messaging ‘calls’ even while you’re busy on the phone. Chat This program works as a companion program with Call Manager to allow workers in the enterprise to communicate using real time text-based communications with others.
IPedge Using Companion Applications To Place a Chat Call 1. Choose whom to send a message to by expanding a group in the main Chat window. If someone has logged out of Call Manager Chat the icon will appear in gray, and it will show Off Line and the date and time they went off line. You cannot place a chat call to someone who is off line. The offline time is the last known offline time. If Call Manager was not running and a user went offline, the offline time will not show.
IPedge Using Companion Applications To Send a Text Message 1. Press a pre-programmed Response button or Type the message into the text box at the bottom of the window and press either the Send button or the Enter key on your keyboard (shown below). Options During a Chat Conversation Several options are available to the user when right clicking within the conversation window to open a menu of options. The chat window contains three windows: the Chat Box, the Canned Replies, and the Whiteboard.
IPedge Using Companion Applications To Open a Whiteboard (Collaborative) Session • To Send a Broadcast Message Click Share Whiteboard Screen. This option is only offered once the called party has responded to the Chat session. Call Manager Chat allows you to send a broadcast message to one or more Chat recipients.
IPedge Using Companion Applications 3. Define the Urgency, Normal or Urgent for the message delivery. When Normal is selected, the Broadcast message is sent to your recipient(s) in black text and when Urgent is selected the text is in red (shown below). 4. Define the Destination Options: • A checkmark in the Timeout (default choice) will display the message for the number of seconds defined in the time box (default is 60 seconds).
IPedge Using Companion Applications Chat Feature Operation Do Not Disturb The Chat Do Not Disturb (DND) feature is disabled by default. For this feature to operate, the “Enable Do Not Disturb” feature must be selected in the Features Tab of Chat Setup. This feature works independent of Call Manager’s DND. See “Interfacing with Other Programs” on page 204 for details on how to automatically link the Chat DND status with Call Manager.
IPedge Using Companion Applications Response Buttons All buttons can be changed on-line from the Silent Message Conversation window. The first 8 buttons can have their responses defined in Chat Settings; all others can only be defined using the following procedure. To Add/Change Text in Response Buttons • 196 Right click on the button and a drop down menu appears. Select Edit to edit the button. The dialog box shown below appears.
IPedge Using Companion Applications Personal Groups To Add or Change a Personal Group • Right click a group name in the Chat window and choose either Add a New Group or, if offered, Change this Group to create a personal group. Name the group and add or remove names for that group as follows: • Chat List Name – Enter a name for the group to identify your group. All names must be unique.
IPedge Using Companion Applications Whiteboard Operation Whiteboard Menus To access the Whiteboards option, from the View menu, select Whiteboard. This window provides tools for sharing information on each of your PCs with the another user with an open Chat conversation. The menus on the whiteboard are context sensitive. The File and View menus remain constant. The whiteboard is accessed from the View menu.
IPedge Using Companion Applications Drag and Drop Files Files can be shared using the Whiteboards. A file such as a .JPG file can be dragged onto the White Board window and the image will display on the other’s shared window. Also, other files can also be shared such as Word documents. These files will be shared and require an appropriate application on the other PC to open that file. For example, if Word is running on the other PC, the Word document will open on the other PC.
IPedge Using Companion Applications Configuring Chat Setup You configure Chat by making parameter choices in the Setup dialog box. You can make Chat integrate with other applications including your soft phone by using the DDE Interface commands. These are defined in the “Interfacing with Other Programs” on page 204 section later. Examples are provided for using these commands with Call Manager are also included. To set up your preferences, click the Setup button.
IPedge Using Companion Applications On Incoming Broadcast Message • Normal Message – Check box next to “Play Wave file:” to allow playing a WAV file each time a new broadcast message comes in. You can click on Browse to specify which WAV file you want to play. You can test your WAV file by clicking on the Test button below the file name. • Urgent Message – Check box next to “Play Wave file:” to allow playing a WAV file each time an urgent broadcast message comes in.
IPedge Using Companion Applications To Change Message in Response Buttons NoteOnly the first eight Response Buttons can be changed from the Preferences window. All buttons can be changed on-line when in a conversation. The procedure to change a button is identical in the Preferences Window as when done on-line. • Click the Setup icon in the Chat application, then click on the Response Buttons tab.
IPedge Using Companion Applications Features Tab In the Features tab, two features can be enabled and the location where the settings will be saved is specified. Features • Allow Others to Push a URL to me – Check to allow URL’s to be pushed to this location by others. When disabled, other users cannot push a URL to open a browser window on your PC. • Enable Do-Not-Disturb Feature – Enter a check mark in the box to enable the Do-Not-Disturb option.
IPedge Using Companion Applications Logging Tab The logging tab window is used to enable the logging of all conversations to a file and define how the file is to be named. Log Silent Message Conversations To a File Interfacing with Other Programs 204 • Auto Logging Enabled – Enter a check mark in the box to log all Chat conversations to a file. If you do not wish to log the conversations to a file take the checkmark out of this box.
IPedge Using Companion Applications Format of the DDE Command Interface Command 1 – Open a Chat Session with this Extension Number Other programs can be setup to send DDE commands to trigger actions in Chat to perform a set of functions. The basic format for this DDE command is as follows: • Application Name: MSGPOP • Topic: SYSTEM • DDE Execute String: Format: CALLEXT, Ext #, Msg_Type, "Message", Send_Option where: • CALLEXT = The command name.
IPedge Using Companion Applications Command 2 – Open a Chat Session with this User Name Format: CALLNAME, "Name", Msg_Type, "Message", Send_Option where: • CALLNAME = The command name. • “Name” = The name of the person to chat with. This name must match the name used in the Chat directory. If you leave this blank, the main Chat window will pop up and allow you to manually select the person. • Msg_Type = leave blank, future feature.
IPedge Using Companion Applications Command 3 – Set DND option on or off in Chat Format: DND,DND_State,"Message" where: • DND = The command name. • DND_State = Enter “ON” for turning on DND or “OFF” when turning off DND. • “Message” = Enter the text message to be sent to callers reaching this station. If the message is left blank (opening and closing quotes only), then the message previously used will be displayed without change.
IPedge Using Companion Applications 3. In Call Manager create two Personal Call Handler Rules to trigger when the DND status changes causing Chat DND to follow Call Manager’s DND status. The two rules are shown below. Command 4 – Sending a Chat/Broadcast Message Format: ONESHOT, Ext #/“Name”, Urgency, “Message”, Timeout where: • ONESHOT = The command name. • Ext #/”Name” = The extension number or name of the individual or group to receive the message.
IPedge Using Companion Applications In DDE Message enter: ONESHOT,””,H,”Group Meeting at &U+’15’”,60 3. In Call Manager creates a Personal Call Handler Rule to trigger when a Calendar Reminder event occurs and the Subject matches Group Meeting. This trigger will result in the action Group Meeting Broadcast to be taken. The assumption is the Outlook meeting reminder is provided 15 minutes prior to the scheduled meeting.
IPedge Using Companion Applications The Dialer allows Call Manager users to easily schedule phone calls to be placed later. For example, when a sales representative arrives in the morning he may know he needs to make calls to 15 of his customers, so from MS Outlook he can drag/drop the contact information of all 15 of the customers into his Dialer. When the designated time arrives for each call to be placed the user will be presented with a pop-up screen alerting him it’s time to place the call.
IPedge Using Companion Applications Functions • Date – this column shows the date the call is to be placed or when the call was completed. • Time – this column shows the time the call is to be placed or was completed. • Status – the status of the call. If this is blank the call is not due yet. Other status values include: • Due Now – The time has arrived for this call to be placed. • Overdue – This call has not yet been placed and it is overdue. • Done – This call has been completed.
IPedge Using Companion Applications Sorting Entries To sort the entries simply click on the column header by which you desire the sort to occur. Click the same column header again and it will switch the sort from ascending to descending (or vice versa). Thus if you want to sort-byname click the “Name” column header, to sort by phone number click the “Phone” column header, and so forth. Dialer Operation Ready to Dial Click the AddCall button to place a dialer call. The following screen displays.
IPedge Using Companion Applications action could be anything, but typical uses would probably be to open a Journal entry or pop up an after-call survey form to take notes on the call. Adding Calls to the Dialer Adding/Changing a Call Record IPedge UG 11/11 Calls can be added manually, imported or use drag-and-drop techniques as explained below. First, a call can be manually added or changed at any time by double clicking on a call in the dialer list.
IPedge Using Companion Applications Methods for Adding Calls Often times you may want to add multiple calls from contact or call information that might be contained in other applications. The Dialer provides a couple of ways to accomplish this. Drag-and-Drop from MS Outlook If you are using Microsoft Outlook, you can simply select one or more of your contacts in your Outlook Contacts database and simple use the mouse to drag them over and drop them on the power dials “Calls Window”.
IPedge Using Companion Applications with at least two columns (Name and Phone number) as shown in the following example. Then simply use “Save As” and save the file as a “Text (Tab delimited)” file, as shown in the following window. Note: The “CSV (comma delimited)” format can also be used. Then in windows explorer simple drag this file into the power dialer window and all the contacts will be immediately added to the power dialer list of calls.
IPedge Using Companion Applications Drag-and-Drop Other files Any program that can export contacts into a “tab-delimited” or “commadelimited” text file format can operate with the Dialer. Similar to the MS Excel file, those files can then be dragged/dropped or automatically imported into the power dialer. Goldmine Export The Goldmine contact management software provides a way to setup reusable filters and export formats as well as a way to add a “Dialer (export)” button on the Goldmine screen.
IPedge Using Companion Applications Manager cannot detect and display the Do-Not-Disturb setting of the phone, in which case this setting has no effect. • Delay Between Calls – it’s often desirable to provide some “wrap-up” time after the last call before dialing the next call. This value is used to provide this time delay between calls placed by the power dialer. • Play Sound – on a sound-equipped PC, the user may want to play a selected WAV file to alert him/her whenever a call is ready to be placed.
IPedge Using Companion Applications when the button is pressed. Optionally, the label can be changed to meet your needs. Press Save to keep your new settings. Advanced Topics Import File format ASCII text files can be easily imported by the power dialer as long as the file format is as follows: • • One record per line with the following fields: • Name – Required – must be non-blank • Phone – Required – must have a minimum of 4 digits – can have punctuation {i.e.
IPedge Using Companion Applications All buttons in the Call Manager are created equal so that any button can be programmed as any other button. The More Buttons companion application also be used for ACD functionality. Each Button companion application can be assigned one of the 8 global banks, which each have 64 buttons. You can have eight instances of the More Buttons companion applications to ensure that you have enough buttons in Call Manager.
IPedge Using Companion Applications Web Browser Call Manager provides an integrated web browser window for access to Internet or Intranet locations, or direct access to local HTML files. In addition to basic browsing, you can create custom web applications to extend the functionality of Call Manager for your business. For example, your call center could have incoming calls automatically open the Call Manager browser window to a “Caller Survey” page.
Enterprise Manager Personal Administration 17 This chapter familiarizes you with the web-based Enterprise Manger Personal administration tool. You can manage your communication devices using a web browser from even remote locations. The user can access the Telephone system to personalize telephone settings, retrieve information and remotely activate/deactivate phone features. The following are the phone features that can be performed using this application.
IPedge Enterprise Manager Personal Administration 1. Start Microsoft Internet Explorer. Log In 2. Enter the appropriate URL address field (check with your System Administrator). The Enterprise Manager screen displays. 3. Enter the following: User Name: Extension Number Password: Extension Number (default) Note: This screen may also have a Server Name field depending on your extension.
IPedge Enterprise Manager Personal Administration Using the Home screen, you can do any of the following functions. The buttons that display on this screen is based on the your telephone - 10 button or 20 buttons.
IPedge Enterprise Manager Personal Administration Keystrip Labels The Feature Key or Button assignments enable each button on the telephone to be addressed and coded to represent a function or feature to be performed. The telephone button layout on the screen will look like the telephone connected to this extension. Some feature buttons require additional parameters to completely define the key (e.g., a Phantom DN needs a directory number, ringing assignment, and the tone pitch when ringing occurs). 1.
IPedge Enterprise Manager Personal Administration DND Activating When you activate Do Not Disturb (DND), internal and external calls do not ring your telephone. Callers may be blocked and receive DND busy tone when they call your telephone; or, calls will call forward busy or no answer depending on how many appearances of your extension button are on your telephone. You can continue to make calls normally when in the DND mode. Your telephone dial tone will sound a stuttered tone when in the DND mode.
IPedge Enterprise Manager Personal Administration • Station and System Speed Dial index numbers can be entered. The Speed Dial index number will automatically dial out on the extension or Line programmed on the One Touch button with the associated Speed Dial index number. • Function buttons, except One Touch or a Program button. • Handset hooking (on-hook/off-hook) cannot be recorded. 4. Enter the key strip label, eg., Engineering Conference, Cell, etc. This label will display on your telephone. 5.
IPedge Enterprise Manager Personal Administration Ring Tones To set distinctive ringing 1. Left mouse click the key button. The Station key data dialog box displays. 2. Under Tone Pitch, enter the appropriate levels for External Pitch and Internal Pitch. See table below. 3. Click OK. 4. Click the Save icon to save settings. Table 10: Internal and External Call Ringing Tones IPedge UG 11/11 Tone No. Frequency and Cadence 01 02 11 12 13 14 15 16 17 18 500 Hz 1 sec. On, 3 sec.
IPedge Enterprise Manager Personal Administration Settings You can modify your telephone settings using Settings screen. You can click on the different tabs to access different telephone settings. 1. After you have entered the settings in the parameters. 2. Click the Save icon. Note: 228 Hover over the bubbles located above the parameters to read the flyover text for information to be entered in each field.
IPedge Enterprise Manager Personal Administration Call Forward This screen has two parts: • CF Internal Calls and Line Calls • CF Direct Line Calls CF Internal and Line Calls This Call Forward option allows you to forward internal calls and outside line calls that come to your extension to another destination.
IPedge Enterprise Manager Personal Administration Table 11: Call Forward Internal Calls and Line Calls, CF Direct Line Calls FIELD DESCRIPTION CF All Calls to Call Forward Destination. The call forward destination is the telephone number that should be called when your telephone call forwards. The call forward destination can be: 1. Any extension number connected to your telephone system or telephone system private network. 2.
IPedge Enterprise Manager Personal Administration Table 12: Call Forward Direct Line Calls (continued) IPedge UG FIELD DESCRIPTION CF Internal – CF Busy or No Answer to When Call Forward Busy or No Answer is activated on your telephone and your telephone receives an internal call or incoming line call the following call forward operation occurs: If your telephone is busy on an existing call, new internal calls and incoming line calls will not ring your telephone; all new calls will be sent directly to
IPedge Enterprise Manager Personal Administration Table 12: Call Forward Direct Line Calls (continued) FIELD DESCRIPTION CF Direct Line Calls – CF Busy or No Answer to When Call Forward Busy or No Answer is activated on your telephone and your telephone receives an internal call or incoming line call the following call forward operation occurs: If your telephone is busy on an existing call, new calls to your direct line telephone number will not ring your telephone; all new direct line calls will be sent
IPedge Enterprise Manager Personal Administration You can modify your Voice Mail settings using this screen. Voice Mail 1. Make the appropriate changes. 2. Click the Save button. Using this menu, you can make changes to the following: Account Code • Change the Message Waiting light for the mailbox. • Time zones in which the user normally uses the mailbox. • Change your voice mail password. • Click on the Question bubble for Help information relating to the different parameters.
IPedge Enterprise Manager Personal Administration Table 13 Account Code Data FIELD DESCRIPTION FRL This option allows a station user change the FRL assigned to the station (in Prg.200/260 etc.) by dialing an account code. The FRL of the an account code will be applied to a call when this Verified Account Code is entered.
Index A~C Index A account code, 138 account codes, 37 forced, 37 verified/non-verified, 37 account number, 140 ACD, 224 ACD call ringing, 162 ACD key view, 108 ACD Keys, 134 ACT, 89 action keys, 133 action variables, 152 actions creating actions, 137 importing, 155 testing, 156 advisory message default code table, 38 all call page, 57 always on top, 108 answer, 133 answer a call, 25 answering calls, 23 attendant, 224 automatic hold, 26 line selection, 22 automatic hold, 26 B browser, 16 busy override, 55
Index D~K call handler mode, 96 call handler rules, 96, 170 add or change, 158 creating, 158 delete, 158 call hold, 26 call info export, 138 call pickup, 46, 224 call waiting, 56 calling, 23 calling from SoftIPT, 34, 35 calls answering, 100 hold, 101 outgoing, 99 transferring, 101 chat, 190 class of service override, 56 Cnf/Trn, 15 CO line, 224 call transfer, 47 color back, 131 default, 131 text, 131 companion application windows, 97 conference, 133 hold, 26 split/join/drop, 50 voice mail, 49 contact add,
Index L~P ACD, 134 action, 133 change, 130 copy, 130 DSS extension, 134 feature code, 131 initialize, 130 label, 131 PBX command, 132 run program, 135 speed dial, 131 swap, 130 system, 132 web, 135 keys combination, 148 creating keys, 135 special, 147 keystrokes, 146 L LCD 3200-series buttons, 30 LCD display, 91 LED indicators, 28 line automatic selection, 22 ringing preference, 22 line button, 47 local dialing plan, 112, 114 log string, 139 logging in or out, 105, 181 lookup, 139 low profile, 108 M maki
Index R~W preferences user, 108 presence, 173 privacy override, 56 programmable keys, 130 R ready to dial, 113 re-dial, 99 redial, 15, 92 ringing distinctive settings, 227 line preference, 22 ringing line preference, 25 run program, 135 S screen phone, 140 popup call info, 143 security code, 222 shift key, 15 shortcut keys, 121 side window rollout, 96 screen, 96 signaling tone, 22 voice first, 22 soft keys 2000-phone location, 30 SoftIPT calling, 34, 35 directory, 35 sound file, 109 speakerphone, 26 spee
