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IP Office Phone Manager User Guide 40DHB0002USAR Issue 13a (22 nd September 2005).
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Phone Manager User Guide Page iii IP Office 40DHB0002USAR Issue 13a (22nd September 2005) T able of Content s Getting St arted ................................................................................................................ ...........
Phone Manager Users Guide Phone Manager User Guide Page iv IP Office 40DHB0002USAR Issue 13a (22nd September 2005) Call Hand ling .................................................................................................................. ......
Table Of Contents Phone Manager User Guide Page v IP Office 40DHB0002USAR Issue 13a (22nd September 2005) System Admi nistra tion .......................................................................................................... .. 87 Hints & Tips for System Administrators .
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Phone Manager User Guide Page 7 IP Office 40DHB0002USAR Issue 13a (22nd September 2005) Getting S t arted Introduction This guide covers Phone Manager Pro, Phone Manager PC Softphone and Phone Manager Lite applications. Which version you are running is indicated in the title bar of the program.
Phone Manager Users Guide Phone Manager User Guide Page 8 IP Office 40DHB0002USAR Issue 13a (22nd September 2005) Phone Manager PC Softphone: Phone Manager PC Softphone has almost all the same features as Phone Manager Pro. Phone Manager PC Softphone communicates with the IP Office system via the wireless LAN.
Getting Started Phone Manager User Guide Page 9 IP Office 40DHB0002USAR Issue 13a (22nd September 2005) Phone Manager Feature Comparison The following table highlights the difference between the three applications. Each of the items are described in detail in the following sections.
Phone Manager Users Guide Phone Manager User Guide Page 10 IP Office 40DHB0002USAR Issue 13a (22nd September 2005) Advice of charge indication (only supported in Greece and Germany) No Yes Yes Post Co.
Getting Started Phone Manager User Guide Page 11 IP Office 40DHB0002USAR Issue 13a (22nd September 2005) Getting Started After Phone Manager is installed the Phone Manager application should start automatically. If the Phone Manager does not automatically start you can navi gate to the Phone Manager by navigating from the Start manu.
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Phone Manager User Guide Page 13 IP Office 40DHB0002USAR Issue 13a (22nd September 2005) Phone Manager Main Window Phone Manager is divided into the follow areas: • Call Status .
Phone Manager Users Guide Phone Manager User Guide Page 14 IP Office 40DHB0002USAR Issue 13a (22nd September 2005) Call Status The Call Status pane displays the current state of all active calls, incoming, outgoing, conference and hold.
Phone Manager Phone Manager User Guide Page 15 IP Office 40DHB0002USAR Issue 13a (22nd September 2005) Call History Call History The Call History area of the Phone Manager can show a variety of information.
Phone Manager Users Guide Phone Manager User Guide Page 16 IP Office 40DHB0002USAR Issue 13a (22nd September 2005) For Phone Manager Pro only, the following tabs will also appear in the Call History pane when their features are activated: • Status Appears when a call is in progress or is in Busy Wrap Up/Busy Not available.
Phone Manager Phone Manager User Guide Page 17 IP Office 40DHB0002USAR Issue 13a (22nd September 2005) In Phone Manager Pro only. The In tab lists all calls received by your extension This tab will display a maximum of 100 calls. When the maximum capacity is reached the oldest record is deleted when a new record is added.
Phone Manager Users Guide Phone Manager User Guide Page 18 IP Office 40DHB0002USAR Issue 13a (22nd September 2005) Out Phone Manager Pro only. The Out tab displays all calls initiated from your extension. This may be a call manually dialed on the handset or dialed via Phone Manager Pro This tab will display a maximum of 100 calls.
Phone Manager Phone Manager User Guide Page 19 IP Office 40DHB0002USAR Issue 13a (22nd September 2005) Missed The Missed tab lists the unanswered incoming calls to your extension. This tab will display a maximum of 100 calls. When the maximum capacity is reached the oldest record is deleted when a new record is added.
Phone Manager Users Guide Phone Manager User Guide Page 20 IP Office 40DHB0002USAR Issue 13a (22nd September 2005) All The All tab gives a list of all incoming, outgoing and missed calls at your extension. This tab will display information on a maximum of 100 calls.
Phone Manager Phone Manager User Guide Page 21 IP Office 40DHB0002USAR Issue 13a (22nd September 2005) Speed Dials The Speed Dials tab allows you to save regularly used internal and external numbers for future use. See Create a Speed Dial for details on how to create a Speed dial.
Phone Manager Users Guide Phone Manager User Guide Page 22 IP Office 40DHB0002USAR Issue 13a (22nd September 2005) Speed Dial Options The following options are then available when you right click within the Speed Dial window part of the tab: • Call: Select the number from the Speed Dial entry you want to call.
Phone Manager Phone Manager User Guide Page 23 IP Office 40DHB0002USAR Issue 13a (22nd September 2005) External Speed Dials • There are four types of speed dials, Work Phone, Home Phone, Mobile and Fax. The speed dial displayed will change based on the default number selected.
Phone Manager Users Guide Phone Manager User Guide Page 24 IP Office 40DHB0002USAR Issue 13a (22nd September 2005) Account Codes Phone Manager Pro only. It allows you to assign system account codes to calls, either when making the call or during existing calls.
Phone Manager Phone Manager User Guide Page 25 IP Office 40DHB0002USAR Issue 13a (22nd September 2005) Voicemail Phone Manager Pro only with Voicemail Pro. On acce ssing your Voicemail box (either via Voicemail Ringback or by dialing *17 or via the Messages tab) a Voicemail tab will appear.
Phone Manager Users Guide Phone Manager User Guide Page 26 IP Office 40DHB0002USAR Issue 13a (22nd September 2005) Script Phone Manager Pro only. The Script tab will appear when a Directory Entry matching the called number has a Script file configured.
Phone Manager Phone Manager User Guide Page 27 IP Office 40DHB0002USAR Issue 13a (22nd September 2005) Call Park Area It is sometimes necessary to temporarily "park" a ca ll to handle some other task (receive a new call) or deal with an interruption.
Phone Manager Users Guide Phone Manager User Guide Page 28 IP Office 40DHB0002USAR Issue 13a (22nd September 2005) Configure Menu Configure Menu The Configure menu provides access to the following: • PBX Configuration Information Select this option to configure Phone Manager Pro to communicate with the PBX.
Phone Manager Phone Manager User Guide Page 29 IP Office 40DHB0002USAR Issue 13a (22nd September 2005) PBX Configuration Information This dialogue box allows you to configure Phone Manager to communicate with the telephone system. Click OK after entering your details.
Phone Manager Users Guide Phone Manager User Guide Page 30 IP Office 40DHB0002USAR Issue 13a (22nd September 2005) Configure Directory Phone Manager Pro only. The Configure Directory dialogue box allows you to create a personal directory of frequently used numbers.
Phone Manager Phone Manager User Guide Page 31 IP Office 40DHB0002USAR Issue 13a (22nd September 2005) Di rec tor y En tr y Phone Manager Pro only. When the New button is clicked from the Configure Directory screen the Directory Entry form appears.
Phone Manager Users Guide Phone Manager User Guide Page 32 IP Office 40DHB0002USAR Issue 13a (22nd September 2005) Configure_Preferences The Preferences option in the Configure menu allows you set up your personal settings for forwarding, Voicemail, etc.
Phone Manager Phone Manager User Guide Page 33 IP Office 40DHB0002USAR Issue 13a (22nd September 2005) Forwarding This menu controls the forwarding of calls from your extension. • Follow Me To Number: Enter the number to which all calls are to be redirected.
Phone Manager Users Guide Phone Manager User Guide Page 34 IP Office 40DHB0002USAR Issue 13a (22nd September 2005) Voicemail This menu controls the Voicemail operation of your ext ension, assuming Voicemail is available on your system.
Phone Manager Phone Manager User Guide Page 35 IP Office 40DHB0002USAR Issue 13a (22nd September 2005) Phone Manager This menu controls the features of Phone Manager. • Pop Phone Manager: When an incoming call is received the Phone Manager application will 'Pop' to the front and become the foreground application.
Phone Manager Users Guide Phone Manager User Guide Page 36 IP Office 40DHB0002USAR Issue 13a (22nd September 2005) Queue ID Phone Manager Pro only. The Queue ID tab allows you to select up to two Hunt Groups. You will then be able to monitor the number of calls being held in their queues.
Phone Manager Phone Manager User Guide Page 37 IP Office 40DHB0002USAR Issue 13a (22nd September 2005) Short Cut Keys The Short Cut keys tab allows you to change the short cuts assigned to specific feat ures or functions. To change Short Cut Keys: 1. Click the Command you wish to change.
Phone Manager Users Guide Phone Manager User Guide Page 38 IP Office 40DHB0002USAR Issue 13a (22nd September 2005) Configuring your Screen Pop Software Follow the instructions below for configuring your screen pop software. • Pop Act! 1. Enter your Act! Database file name (.
Phone Manager Phone Manager User Guide Page 39 IP Office 40DHB0002USAR Issue 13a (22nd September 2005) Audio Codec Only Phone Manager PC Softphone users (VoIP extension users) will see this tab. It allows you to configure the audio codec of the Phone Manager and to configure the Phone Manager for VoIP operation.
Phone Manager Users Guide Phone Manager User Guide Page 40 IP Office 40DHB0002USAR Issue 13a (22nd September 2005) Compact Mode Phone Manager Pro only. Compact Mode allows you to keep Phone Manager on your screen in a considerably reduced mode. Configuring Compact Mode Preferences You can configure a number of options in relation to compact mode.
Phone Manager Phone Manager User Guide Page 41 IP Office 40DHB0002USAR Issue 13a (22nd September 2005) Using Phone Manager in Compact Mode When using Phone Manager in compact mode there are a number of ways to handle your calls. The Slider The slider allows you to manage your calls by pr oviding information about the caller.
Phone Manager Users Guide Phone Manager User Guide Page 42 IP Office 40DHB0002USAR Issue 13a (22nd September 2005) Date & Time Setting The Date & Time Setting tab allows you to customize the date as it is displayed in the Phone Manager call history pane.
Phone Manager Phone Manager User Guide Page 43 IP Office 40DHB0002USAR Issue 13a (22nd September 2005) Clock Type Clock Type allows you to customize the time disp layed in the Phone Manager call history pane. You can specify multiple formats; 12 hour, 24 hour and alter t he presentation for all calls displayed in the call history pane.
Phone Manager Users Guide Phone Manager User Guide Page 44 IP Office 40DHB0002USAR Issue 13a (22nd September 2005) Instant Messaging In this release the Phone Manager provides support for Instant messaging with the Microsoft Live Communication Server (LCS).
Phone Manager Phone Manager User Guide Page 45 IP Office 40DHB0002USAR Issue 13a (22nd September 2005) Personal Distribution Lists Phone Manager Pro Only. Personal Distribution Lists (PDL) are lists of mailbox numbers which allow you to distribute messages to groups of mailboxes.
Phone Manager Users Guide Phone Manager User Guide Page 46 IP Office 40DHB0002USAR Issue 13a (22nd September 2005) Creating a Personal Distribution List 1. Select required mailbox that you want the Personal Distribution List to be associated with. 2. Enter the List ID for the Personal Distribution List .
Phone Manager Phone Manager User Guide Page 47 IP Office 40DHB0002USAR Issue 13a (22nd September 2005) Profile Your can save your preferences and your Phone Manager configuration (Including speed dials, directory information and other settings).
Phone Manager Users Guide Phone Manager User Guide Page 48 IP Office 40DHB0002USAR Issue 13a (22nd September 2005) Functions Menu The Functions menu gives access to a number of call handlin g commands: • Reclaim This function allows you to reclaim a call that has been accidentally transferred to th e wrong person.
Phone Manager Phone Manager User Guide Page 49 IP Office 40DHB0002USAR Issue 13a (22nd September 2005) • Ringback when free (internal only) This function will set Ring Back When Free on a busy extension.
Phone Manager Users Guide Phone Manager User Guide Page 50 IP Office 40DHB0002USAR Issue 13a (22nd September 2005) Call Enter the number of the person you wish to call into the Number field and click the Call button, the number will then be dialed. See also Make a Call .
Phone Manager Phone Manager User Guide Page 51 IP Office 40DHB0002USAR Issue 13a (22nd September 2005) Call (with Account Code) See also Using Account Codes . • Number: The telephone number (or Short Code) that will be dialed when the Call button is selected.
Phone Manager Users Guide Phone Manager User Guide Page 52 IP Office 40DHB0002USAR Issue 13a (22nd September 2005) Transfer Type the number of the person you wish to call into the Number field and click the call button, the number will then be called.
Phone Manager Phone Manager User Guide Page 53 IP Office 40DHB0002USAR Issue 13a (22nd September 2005) Account Code The Account Code form appears if you have either selected Account Code from the Functions menu or you have pressed F3 . This form allows you to assign an Account Code to your current call.
Phone Manager Users Guide Phone Manager User Guide Page 54 IP Office 40DHB0002USAR Issue 13a (22nd September 2005) Call Handling Icons The icons on the right hand side of the main Phone Manager Pro window will help you to make and receive calls as follows: • Make a Call: See Make a Call .
Phone Manager Phone Manager User Guide Page 55 IP Office 40DHB0002USAR Issue 13a (22nd September 2005) If Phone Manager is being used in Agent Mode (Phone Manager Pro only) an additional set of icons appear: • Busy Wrap Up: Allows you to go in and out of busy wrap-up state.
Phone Manager Users Guide Phone Manager User Guide Page 56 IP Office 40DHB0002USAR Issue 13a (22nd September 2005) Hands Free Operation The Phone Manager Pro application can be used in conjunction with a Hands Free phone and/or headset. When using a Hands Free phone and/or headset the 'phone' should be left off-hook pe rmanently.
Phone Manager Phone Manager User Guide Page 57 IP Office 40DHB0002USAR Issue 13a (22nd September 2005) Agent Mode Operation Phone Manager Pro only. Agent Mode allows Phone Manager to be used as a call center tool. It allows you to perform a number of call center functions without needing a specially designed call center telephone*, ie.
Phone Manager Users Guide Phone Manager User Guide Page 58 IP Office 40DHB0002USAR Issue 13a (22nd September 2005) IP Office Conferencing Center The Phone Manager can be integrated with IP Office Conferencing Center. This allo ws you to book a conference and join a web conference.
Phone Manager User Guide Page 59 IP Office 40DHB0002USAR Issue 13a (22nd September 2005) Configuration Configuring your Preferences You can decide how your calls are going to be handl ed by setting your personal preferences as follows. • Take Your Calls from Another Extension .
Phone Manager Users Guide Phone Manager User Guide Page 60 IP Office 40DHB0002USAR Issue 13a (22nd September 2005) Speed Dials Speed dials allow you to save regularly used internal and external numbers for future use. See Create a Speed Dial for details on how to create a Speed dial.
Configuration Phone Manager User Guide Page 61 IP Office 40DHB0002USAR Issue 13a (22nd September 2005) Internal Speed Dials An internal Speed Dial can also act as a Busy Lamp Field, allowing you to see the status of your Speed Dial user. This icon shows an internal Speed Dial.
Phone Manager Users Guide Phone Manager User Guide Page 62 IP Office 40DHB0002USAR Issue 13a (22nd September 2005) Speed Dial Tooltips In addition to Speed Dials being used as Busy Lamp Fields. The Speed Dials have tooltips that can provide status information on a Speed Dial User.
Configuration Phone Manager User Guide Page 63 IP Office 40DHB0002USAR Issue 13a (22nd September 2005) Edit Speed Dial Form The Edit Speed Dial form allows you to edit the Speed Dial settings for that particular Speed Dial. • Group Name: This is the Speed Dial Group where the speed dial is located.
Phone Manager Users Guide Phone Manager User Guide Page 64 IP Office 40DHB0002USAR Issue 13a (22nd September 2005) Directory Entries Phone Manager Pro only. Directory Entries are used to store regularly dialed internal or external numbers. Directory Entries appear in the Call dialogue box (if the Show Directory option is checked) for quick dialing.
Configuration Phone Manager User Guide Page 65 IP Office 40DHB0002USAR Issue 13a (22nd September 2005) Create a Directory Entry from an Existing Call 1. Right click the Call in the Call History pane. 2. Select Add to Directory. 3. This will open the Directory Entry dialogue box.
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Phone Manager User Guide Page 67 IP Office 40DHB0002USAR Issue 13a (22nd September 2005) Call Handling Make a Call There are a number of ways to make a call using Phone Manager. 1. Dial the number required. • Note: Please do not enter spaces in the Phone number entered.
Phone Manager Users Guide Phone Manager User Guide Page 68 IP Office 40DHB0002USAR Issue 13a (22nd September 2005) PIN Restrictions The Phone Manager release 2.1 introduces a feature called PIN Restrictions (PIN). PIN restrictions work by making the caller enter a PIN before the call is connected.
Call Handling Phone Manager User Guide Page 69 IP Office 40DHB0002USAR Issue 13a (22nd September 2005) Receive a Call 1. The incoming call will appear in Call Status . 2. Pick up handset to answer call. 3. The Call Status pane will then indicate when the call has been answered.
Phone Manager Users Guide Phone Manager User Guide Page 70 IP Office 40DHB0002USAR Issue 13a (22nd September 2005) Tag a Call Identifying a call by giving the call a descriptive tag. The tag will appear on the extension cal led if it has a suitable display.
Call Handling Phone Manager User Guide Page 71 IP Office 40DHB0002USAR Issue 13a (22nd September 2005) Transfer a Call to Another User's Voicemail If a caller wishes to leave a message for a User, you can transfer the caller directly to that User's Voicemail.
Phone Manager Users Guide Phone Manager User Guide Page 72 IP Office 40DHB0002USAR Issue 13a (22nd September 2005) Collect Your New Voicemail Messages 1.
Call Handling Phone Manager User Guide Page 73 IP Office 40DHB0002USAR Issue 13a (22nd September 2005).
Phone Manager Users Guide Phone Manager User Guide Page 74 IP Office 40DHB0002USAR Issue 13a (22nd September 2005) Call Tag Form Use this form to enter the description you wish to appear on the Park button to iden tify this call.
Call Handling Phone Manager User Guide Page 75 IP Office 40DHB0002USAR Issue 13a (22nd September 2005) Set an Absent Message 1. From the Functions Menu select Absent or press F6 . 2. From the list box select the message required, eg. On Holiday Until or Back Tomorrow .
Phone Manager Users Guide Phone Manager User Guide Page 76 IP Office 40DHB0002USAR Issue 13a (22nd September 2005) Making a Call with an Account Code Account Codes are used for project tracking. 1. From the Functions menu select Account Code. 2. Complete the Call dialogue as per Make a Call .
Phone Manager User Guide Page 77 IP Office 40DHB0002USAR Issue 13a (22nd September 2005) How T o Take Your Calls from Another Extension If you wish to take your calls from another locati on, you can instruct the PBX to pass your calls t o another internal or external number.
Phone Manager Users Guide Phone Manager User Guide Page 78 IP Office 40DHB0002USAR Issue 13a (22nd September 2005) Forward Your Calls to Another Location Your calls can be answered at another location by forwarding your calls to an internal or external number.
How To Phone Manager User Guide Page 79 IP Office 40DHB0002USAR Issue 13a (22nd September 2005) Set Do Not Disturb (DND) This feature will ensure your phone does not ring when incoming calls are received. The caller wil l get the Busy tone or be passed to Voicemail.
Phone Manager Users Guide Phone Manager User Guide Page 80 IP Office 40DHB0002USAR Issue 13a (22nd September 2005) Transfer Back to Forwarded Extension If Forward Unconditional is set a forwarded call can not be tr ansferred back to the original destination.
How To Phone Manager User Guide Page 81 IP Office 40DHB0002USAR Issue 13a (22nd September 2005) Turn Off Hook Operation On/Off Off Hook operation allows the phone to be controlled via the Phone Manger Pro without having to physically lift the handset on or off the cradle.
Phone Manager Users Guide Phone Manager User Guide Page 82 IP Office 40DHB0002USAR Issue 13a (22nd September 2005) Create a Speed Dial Group Member 1. In the Call History pane. Select the Speed Dials tab. 2. Select the Speed Dial Group you wish to add the speed dial.
How To Phone Manager User Guide Page 83 IP Office 40DHB0002USAR Issue 13a (22nd September 2005) Create a Speed Dial from the IP Office Directory 1. In the Call History pane. Select the Speed Dials tab. 2. Select the Speed Dial Group you wish to add the speed dial.
Phone Manager Users Guide Phone Manager User Guide Page 84 IP Office 40DHB0002USAR Issue 13a (22nd September 2005) Edit a Speed Dial 1. In Call History , select the Speed Dials tab. 2. Right click the Speed Dial you wish to change 3. Select Edit . 4. The Edit Speed Dial dialogue box will open.
How To Phone Manager User Guide Page 85 IP Office 40DHB0002USAR Issue 13a (22nd September 2005) Make a Call Using a Speed Dial There are a number of ways of making a call from a speed dial. 1. In Call History , select the Speed Dials tab. 2. Select one of the methods below.
Phone Manager Users Guide Phone Manager User Guide Page 86 IP Office 40DHB0002USAR Issue 13a (22nd September 2005) Using Account Codes Using Account Codes Account Codes allow your System Administrator to tra ck calls to specific external numbers.
Phone Manager User Guide Page 87 IP Office 40DHB0002USAR Issue 13a (22nd September 2005) System Administration Hints & Tips for System Administrators 1. When completing the PBX Configuration Information dialogue box a broadcast address, eg. 255.255.
Phone Manager Users Guide Phone Manager User Guide Page 88 IP Office 40DHB0002USAR Issue 13a (22nd September 2005) 7. System Requirements Phone Manager can used with any IP Office syst em and supported telephones. Hands free operation is only supported on suitable Avaya phones.
Phone Manager User Guide Page 89 IP Office 40DHB0002USAR Issue 13a (22nd September 2005) Glossary A Account Code: Account Codes are used to track calls. They can contain both numbers, letters and characters. For example, a solicitor may wish to record the amount of time spent on a call to a clie nt.
Phone Manager Users Guide Phone Manager User Guide Page 90 IP Office 40DHB0002USAR Issue 13a (22nd September 2005) Call Handling Button and by following the instructions provided in the Call Handling help text. Note that under normal operation nothing is heard in the headset when the 'phone' is left in the off-hook state.
Glossary Phone Manager User Guide Page 91 IP Office 40DHB0002USAR Issue 13a (22nd September 2005) assigned to a physical extension or can be given an extension number that does not physically exist. This means that users who are rarely in the office but still wish to use Voicemail, forwarding etc, can be given these facilities.
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Phone Manager User Guide Page 93 IP Office 40DHB0002USAR Issue 13a (22nd September 2005) Index A Absent Status 53 Account Code 53 Account Cod e Required 8 6 Account Codes 24 Agent Mode 36 Agent Mode O.
Phone Manager Users Guide Phone Manager User Guide Page 94 IP Office 40DHB0002USAR Issue 13a (22nd September 2005) Transfer Back to a Forwarded Extension 80 Transfer Your Calls from Another Extension .
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Phone Manager Users Guide Phone Manager User Guide Page 96 IP Office 40DHB0002USAR Issue 13a (22nd September 2005) Performance figures and data quoted in this docum ent are typical, and must be specifically confirmed in writing by Avaya before they becom e applicable to any particular order or contract.
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