ava00627h00 ip office r3.0 phone manager and softconsole user training course overview welcome to...

AVA00627H00 IP Office R3.0 Phone Manager and SoftConsole User Training

Course Overview

Welcome to AVA00627H00IP Office R3.0

Phone Manager and SoftConsole User Training


Course Introduction

Welcome to the IP Office R3.0 Phone Manager and SoftConsole End-User Training course!


Course Objectives

Upon completion of thiscourse, you should be able to:

• Understand the differences between using Phone Manager and using a voice terminal.

• Explain the differences between Phone Manager Pro and Phone Manager PC SoftPhone.

• Recognize and access the key features and screens of the Phone Manager application.


Course Objectives (cont.)

• Explain how to handle calls using Phone Manager.

• Use Phone Manager to access other system resources.

• Access Phone Manager and SoftConsole reference documentation.

• Configure the Phone Manager user interface in accordance with business needs and personal preferences.


Course Objectives (cont.)

• Understand the differences in application layout and functionality between SoftConsole and Phone Manager.

• Monitor and manage incoming and outgoing call traffic using SoftConsole.


Course Lessons

Course LessonsCourse Lessons

This course consists of the following lessons: • Lesson One: Phone Manager Overview • Lesson Two: Configuring Phone

Manager • Lesson Three: Phone Manager

Screens• Lesson Four: Phone Manager Features • Lesson Five: Setting Up Phone

Manager for Business Needs• Lesson Six: Setting Up Personal

Preferences in Phone Manager • Lesson Seven: Phone Manager Resources • Lesson Eight: SoftConsole Overview• Lesson Nine: SoftConsole Differences• Lesson Ten: SoftConsole Interface• Lesson Eleven: Using SoftConsole


Lesson One Introduction

LessonLessonUpon completion of this lesson, you should be able to:

• Explain the difference between using Phone Manager and using a voice terminal.

• Explain the differences between Phone Manager Pro and Phone Manager PC SoftPhone (VoIP).


Phone Manager Overview

• Enhanced call handling

• Communicate using handset or your PC terminal

• Call information is displayed on your PC screen

LessonLesson


Phone Manager Uses

• Manage individual calls

• View the status of speed dials

• Use the telephone or a hands-free set

• Manage all calls through the PC


Phone Manager Benefits

• View incoming calls

• View outgoing calls

• View missed calls

• View messages


Types of Phone Manager Applications

• Phone Manager Lite

• Phone Manager Pro

• Phone Manager PC SoftPhone


Phone Manager Lite

Phone Manager Lite:• Comes with the Avaya ™ IP

Office system.• Does not require a license key.

Users can:• Make and receive calls

through the application. • Configure phone

preferences. • View call history on calls,

messages, and personal Speed Dials in a single pane.

• Store up to 15 personal speed dials.

• Activate Busy Lamp Fields, to view indications of network extensions' status.

• Set up and join conference calls.

• Park calls for others to answer.


Phone Manager Pro

Has all the features of Phone Manager Lite plus:• Preview dialing• Screen-pop integration• Voicemail controls• Account code use• Call recording• Conference• Local phone directory• Separate Call History logs


Phone Manager PC SoftPhone (VoIP)

Phone Manager PC SoftPhone:

• Has all the features of Phone Manager Pro

• Allows users to handle calls directly from their PC without the need for a physical telephone handset

• Requires a license key and two licenses on the PBX:

– Phone Manager Pro – Phone Manager IP Audio

Enabled (users)


Phone Manager PC SoftPhone (VoIP)

Agent Mode:

• Is a feature of Phone Manager PC SoftPhone and Phone Manager Pro

• Allows users to simulate call center agent operation


Checkpoint

Phone Manager Lite has the capability to integrate with contact management applications.

A. TrueB. False

Test your knowledge with the following.


Checkpoint

Why is Phone Manager PC SoftPhone ideal for call centers with remote agents?

A. It allows agents to conduct conversations using a computer sound card and a microphone.

B. It is the only Phone Manager application that provides agent mode functionality.



Checkpoint

The Phone Manager Pro application provides users with which of the following options?

A. Access to the Missed, All, Messages, and Speed Dials tabs on the Call History pane.B. Screen-pop integration to contact management applications.C. Voicemail playback controls.D. Busy Lamp Field for visual indication of extension status in a small community networking environment.



Lesson One Summary

You have completed Lesson One! As you move on to other lessons, please keep in mind the following points:

• Manager is comprised of Phone Manager Lite, Phone Manager Pro, and Phone Manager PC SoftPhone.

• Phone Manager handles telephone functions for your telephone from your PC.

• Manager PC SoftPhone (VoIP) allows users to handle calls exclusively from their PCs without a telephone terminal.

LessonLesson


Lesson Two Introduction

Upon completion of this lesson, you should be able to:

• Explain how to log into the Phone Manager application.


Getting Started with Phone Manager

• User Name: This is a case sensitive user name that is either your extension number or a created user name.

• Password: This is your case sensitive user password.• PBX Address: This is the IP Address of the IP Office unit (PBX).


Configuration Menu

• PBX• Directory• Preferences • Language• Default Sizing• Profile• Exit


PBX Access

• Phone Manager Lite: Enter your username, password, and IP address and click the OK button.

• Phone Manager PC SoftPhone: Enter your username, password, and IP address and click the OK button, then click Configure > Preferences > Phone Manager and check the Enable VoIP check box.

• Phone Manager Pro: Enter your username, password, and IP address and click the OK button. To send your calls to a different base extension, click Login click the Login/Logout check box and enter the extension in the Base Extension drop down box.


Unsuccessful Login Attempt

On the login screen, check that you have entered the correct:

• Extension number • User Name • Password • IP Address


Checkpoint

Select all that apply. Which of the following are needed to log in to Phone Manager Pro? To Phone Manager PC SoftPhone? To Phone Manager Lite?

A. User Name

B. IP Address

C. License

D. Password



Checkpoint

If your login is unsuccessful, which of the following should you access to determine if you entered the correct information?

A. Configure > Directory

B. Configure > User

C. Configure > Preferences

D. Configure > PBX



Checkpoint

To log into the Phone Manager application, you must click

Configure > PBX and enter in your User Name and Password.


A. TrueB. False


Lab Exercise

Logging In Activity

Log in to:• Phone Manager Lite• Phone Manager Pro• Phone Manager PC

SoftPhone

Mark Noblitt

Please recapture the graphic with no cursor.


Lesson Two Summary

You have completed Lesson Two! As you move on to new lessons, please keep in mind the following point:

To log into the Phone Manager application, you must:

1. Click Configure > PBX.

2. Enter your User Name and Password.

LessonLesson


Lesson Three Introduction

Upon successful completion of this lesson, you should be able to:

– Explain the differences between the Call Status, Call History, and Call Park sections of Phone Manager.

– Define the different tabs of the Call History pane of Phone Manager.

– Recognize and access the key features and screens of the Phone Manager application.

LessonLesson


Phone Manager Interface

The Phone Manager interface is comprised of four areas:

• Call Status pane• Call History pane• Call Handling Icons• Call Park area


Phone Manager Interface (cont.)

Call Handling Icons

Call History pane

Call Status pane

Call Park area


Call Handling Icons

Call Handling icons:– IP Office Conferencing Center icons– Transfer a Call– Answer a Call– Set Ringback when Free– Place a Call on Hold– Add a Call to a Conference– Hangup a Call– Complete a Transfer– Configure Preferences


Call Status Pane

• Current state of incoming and outgoing active calls

• Call Status fields:– Number– From– To– Tag


Call Status Icons

• Quick reference to call status

• Use the Call Status pane


Lab Exercise

Placing and Receiving Calls Exercise

Make at least five calls:• Leave a message• Hang up without leaving a message• Three additional calls

Mark Noblitt

Ditto

Mark Noblitt

Slide title out of alignment.


Call History Pane

The Call History pane on Phone Manager Lite provides information about:

• Missed, incoming, and outgoing calls• Voicemail • Speed dials• Conferences


Call History Pane (cont.)

Call History pane fields:• In• Out• Missed• All• Status• Messages• Queue• Door• Script• Account Codes• Speed Dials


Dig the Data Guided Activity

Guided Activity


Call Park Pane

• Place up to four calls on hold

• Other users can answer the call

• Park button for each Park ID


Checkpoint

Which area of the Phone Manager interface allows you

to book an IP Office Conferencing Center conference?

A. Call Handling icons

B. Call Status pane

C. Call History pane

D. Call Park buttons



Checkpoint

From the Call History pane, you can view information about which of the following options:

A. Missed callsB. ConferencesC. PreferencesD. Voicemail



Lesson Three Summary

You have completed Lesson Three! As you move on to new lessons, please keep in mind the following point:

The Phone Manager

application can be divided into

four panes:

• Call Status pane• Call History pane• Call Handling icons pane• Call Park pane


Lesson Four Introduction

Upon completion of this

lesson, you should be able to:

• Explain how to handle calls using Phone Manager.


Placing a Call

• To place a call:

– Click the Phone Manager Call button and type the number

– Press F1– Click a Speed Dial OR – Right-click a call from

the Call History pane

• What happens when I place a call?


Placing a Call with an Account Code

Account codes are used to track calls to specified groups.

To place a call using an Account Code:

1. Click Functions > Account Code.

2. Type the number in the Number field.

3. Select the Account Code.

4. Click Call.


Lab Exercise

Place a Call Using an Account Code Exercise


Receiving a Call

• Calls appear in the Call Status pane.

• Calls move to Call History after you hang up.


Transferring a Call

To Transfer a call in Phone Manager:

1. While a call is in progress, click Transfer or press F2. 2. Enter the transfer number into the Number box. 3. Select Transfer or press Enter. 4. Once the call has been

answered you can talk with the transfer target. To transfer the call: – Press Home, – Replace the handset, OR – Click Complete

Transfer.5. To cancel the transfer and

reconnect the held call, press End.


Parking a Call

• Call Park is used to temporarily “park” calls (place calls on hold).

• Any user may answer the parked call.


Lab Exercise

Parking Calls Exercise

Park a call two or more ways.


Conference Calls

To create a conference call:

1. Make an outgoing call or answer an incoming call.2. Place the call on hold.3. Place a call to a third party or answer another Incoming call.4. Place the current caller on hold.5. Repeat steps 3 and 4 until all members that are to join the conference are on hold.6. Click the Conference button or click Functions > Conference. The Conference tab will appear in the Call History pane.

Callers on hold

Callers moved to conference

User who created conference


Lab Exercise

Setting Up a Conference Call Exercise

.


Checkpoint

Select all that apply. To transfer a call, click Transfer or press F3, enter the number, and click Transfer or press F2 again, placing the call on hold while you announce the call to the transfer target. To complete the transfer, you can:

A. Press EnterB. Replace the handsetC. Click Complete TransferD. Press Home



Checkpoint

Account Codes is an option on the drop-down list for which of the following buttons?

A. Preferences

B. Functions

C. Configure

D. Call Park



Lesson Four Summary

You have completed Lesson Four! As you move on to new lessons, please keep in mind the following points:

• An incoming call appears in the Call Status pane. • A completed call appears in the Call History pane. • The Functions menu and the Call Handling Icons

toolbar allow you to handle calls.


Lesson Five Introduction


• Configure Phone Manager for Busy Lamp Fields. • Explain how to configure Phone

Manager to allow sending of instant messages.• Configure Phone Manager for business purposes


Setting Up Phone Manager for Business Needs

• Set-up a personalized view

• Set-up Busy Lamp Fields to view Speed Dial status


Busy Lamp Field

Use Busy Lamp Fields on Speed Dials to:

– Track your department, colleagues, or the entire company.

– Quickly determine status

Multiple Busy Lamp Fields


• Add Speed Dial icons to view Busy Lamp Fields.

• Speed Dial icons may be set up in the Speed Dials pane.

Adding and Removing Speed Dial Users


Lab Exercise

Using Speed Dials Exercise


MS LIVE Communications Server (LCS)

• Instant messages may be sent with Microsoft ® LIVE Communications Server (LCS).

• With messaging configured, Speed Dials may be used to send instant messages. Both users must have instant messaging enabled.


Personal Distribution Lists (PDLs)

Phone Manager Pro and Phone Manager PC SoftPhone allow you to create lists of extensions so you can distribute messages to groups.

To create a PDL:1. Select Configure > Preferences.2. Select the Voicemail tab.3. Click the Configure Personal

Distribution List button.4. Select a name (usually yours) in

the Select required mailbox drop-down box.

5. Enter the List ID and the List Name.

6. Right-click in the right-hand pane, click Add and select members from the list.

7. Click Public List if desired.8. Click Create.


Lab Exercise

Setting Up Personal Distribution Lists Exercise


Checkpoint

Which status that can be indicated by Phone Manager

Pro's Busy Lamp Fields on Speed Dial icons is NOT

available using phone lights on traditional systems?

A. Busy

B. Available

C. Hold

D. Call Forwarding



Checkpoint

Microsoft® LIVE Communications Server (LCS) installation is required to enable users to send instant messages to internal contacts.


A. TrueB. False


Lesson Five Summary

You have completed Lesson Five! As you move on to new lessons, please keep in mind the following points:

• You can view the status of other users by looking at their Speed Dial icons. This is also known as Busy Lamp Field status.

• You can use instant messaging if Microsoft LIVE Communications Server is installed and you have instant messaging enabled on the Instant Messaging tab of Configure > Preferences menu.


Lesson Six Introduction

Upon completion of this

lesson, you should be able to:

• Configure your user preferences in accordance with personal preferences.


Configuring Personal Settings

In this lesson, you will learn how to:• Take calls from another extension. • Forward calls to another extension. • Set Do Not Disturb and

Do Not Disturb Exception numbers. • Transfer calls back to a forwarded

extension. • Turn Voicemail on and off. • Turn Call Waiting on and off. • Set Voicemail Ringback on and off. • Set up Off Hook Operation.


Take Calls from Another Extension

• Pass calls to internal or external numbers.

• The forwarding number appears in the Title bar.

• Cancel calls from another extension.


Forward Calls to Another Extension

• Forwarding calls allows selection of call handling:

– When your phone is busy– When there is no answer– When the calls are hunt

group calls– Forward all calls


Lab Exercise

Forward Calls to Another Extension Exercise


Do Not Disturb

• Use Do Not Disturb when you need to work undisturbed.

• Use Do Not Disturb Exception to allow an important call to be answered.


Do Not Disturb Exception Number

• If you want to add a Do Not Disturb Exception number, you can add that in the DND Exception Number box on the Do Not Disturb tab.

• What if I know that they are going to be calling from a general number, but not the exact extension?


Lab Exercise

Do Not Disturb Exception Exercise


Transfer Back to Forwarded Extension

• Do Not Disturb Exception may also be used when you need to speak with a caller before the call is forwarded.


Call Waiting On/Off

• Use Call Waiting to receive call notifications while on a call.

• The Call Status pane shows the Call Waiting call information.


Voicemail

• Voicemail may be turned on or off.

• When Voicemail is on, callers may leave a message when your extension is busy or the call is not answered.


Lab Exercise

Voicemail Exercise


Off Hook Operation

• All calls may be handled through Phone Manager Pro.

• Calls functions such as answering and transferring may be performed using the Off Hook state.


Displaying Call History Tabs

• The following options appear on the Phone Manager tab:

– Show All– Show In– Show Out– Show Missed– Show Messages


Lab Exercise

Call History Tabs Exercise

Mark Noblitt

cursor on graphic


Checkpoint

If your status is set to Do Not Disturb, you can add an

exception, which allows you to receive calls from a phone

number, area code, or prefix that you specify.


A. TrueB. False


Checkpoint

The Call Waiting and Off Hook Operation options are located on which tab under Configuration?

A. Telephone

B. Phone Manager

C. Forwarding

D. Do Not Disturb



Lesson Six Summary

You have completed Lesson Six! As you move on to new lessons, please keep in mind the following points:

Personal preferences that can be set up through the Configure > Preferences menu include:

• Taking Calls from Another Extension • Call Forwarding • Do Not Disturb • Do Not Disturb Exception • Transfer Calls to Forwarded

Extension • Voicemail • Voicemail Ringback • Call Waiting


Lesson Seven Introduction


• Use Phone Manager to access

other system resources.


Help File

Should you need assistance on the Phone Manager application, click on the Help Menu button. From this menu, you can select one of the following options:

• Contents• Search for Help on• About• Product Tour• Video Tutorials


Product Tour

The Product Tour allows you to move your cursor over the Phone Manager interface to learn about the function of each area.


Video Tutorials

Video Tutorials can be accessed from the Help menu and provide demonstrations on the most common features used in the Phone Manager application.


Checkpoint

Where would you find out how to transfer calls?



Lesson Seven Summary

You have completed Lesson Seven! As you move on to new lessons, please keep in mind the following points:

• Phone Manager resources can be accessed from the Help menu.

• Resources available from the Help menu include:

– Contents

– Search for Help on

– About

– Product Tour

– Video Tutorials


Lesson Eight Introduction


• Access appropriate reference documents from:

– Avaya websites – Resource Library


Web Site Resources

Additional information for Phone Manager can be accessed from the following Web sites:

• Avaya Support Web site – http://support.avaya.com

• Avaya Research | Products – http://www.avaya.com


Job Aid Resources

• Phone Manager Comparison Chart - Compares features of Phone Manager Lite, Phone Manager Pro, and Phone Manager PC SoftPhone

• Application Comparison Chart - Compares Phone Manager Pro, Phone Manager PC SoftPhone, and SoftConsole.


Lesson Eight Summary

You have completed Lesson Eight! As you move on to other lessons, please keep in mind the following points:

• Product documentation can be found at the Avaya Support Web site.

• General product description information can be found at the

Avaya Web site.

• Comparisons of products and applications features are available in job aids.


Lesson Nine Introduction


• Explain the SoftConsole application. • Describe the benefits of SoftConsole.


SoftConsole Overview

• Provides operators and receptionists with improved call handling

• Works in conjunction with a physical phone


SoftConsole Features

SoftConsole provides the following features to operators and receptionists: • Large display for incoming calls information

• Searchable directory of IP Office groups and users

• Master directory integration

• Visual display of queued calls • Visual display of extension status

• Sixteen call parking areas • High-quality audio through integrated iClarity

• Telephone ring through PC sound card

• Permanent and per call notes

• Email access


SoftConsole Benefits

SoftConsole allows users to:• Pull calling party records so that incoming calls can be correctly answered.• Take notes on incoming calls and

update records about the calling party for future use. • Access the company directory to make updates to directory entries

and access employee contact information.


Checkpoint

Which of the following are features of SoftConsole?

A. Allowing users to handle calls without a physical phone

B. Enabling a user to pull calling party records so that incoming calls can be correctly answered

C. Master directory integration

D. Allowing users to take notes on incoming calls and update records about the calling party for future use



Lesson Nine Summary

You have completed Lesson Nine! As you move on to new lessons, please keep in mind the following points:

• SoftConsole is designed specifically for receptionists and operators.

• SoftConsole provides features designed to increase efficiency, including:

– Large display

– Directory integration

– Caller information

– Permanent and per call notes

– Up to 16 call park areas


Lesson Ten Introduction


• Explain the differences between

SoftConsole and Phone Manager Pro.

• Describe the differences in application layout and functionality between SoftConsole and Phone Manager PC SoftPhone.


SoftConsole vs. Phone Manager Pro

Phone Manager allows individual users to manage their calls.

SoftConsole allows users to manage incoming calls for the organization and see the status of all individuals in the organization, not just their individual call status.

Phone Manager SoftConsole


SoftConsole vs. Phone Manager PC SoftPhone

Phone Manager PC SoftPhone:

• Allows users to handle all their calls from their PC without the need for a physical telephone. • Is designed for an individual to manage his or her calls.

SoftConsole:

• Requires a physical telephone

to use for speech access• Is designed to allow an operator or receptionist to handle a higher volume of calls and see the status of other users and hunt groups


Lab Exercise

Identify the Differences Exercise


Checkpoint

Which applications require a physical telephone?

A. Phone Manager PC SoftPhone

B. SoftConsole

C. Phone Manager Pro



Checkpoint

Which applications allow individuals to manage their own calls?

A. Phone Manager PC SoftPhone

B. SoftConsole

C. Phone Manager Pro

D. Phone Manager Lite



You have completed Lesson Ten! As you move on to new lessons, please keep in mind the following points: • SoftConsole allows an operator or receptionist to handle a high volume of incoming calls and to view the status of multiple users in the company. • SoftConsole requires a physical telephone for speech access.• Phone Manager Pro allows a user to view the user's own individual status and the status of speed dial users. • Phone Manager Pro requires a physical telephone for speech access. Phone Manager PC SoftPhone allows a user to manage his or her calls directly through the computer without the need for a physical telephone.

Lesson Ten Summary


Lesson Eleven Introduction


• Describe the different panes of SoftConsole.


SoftConsole Interface

The SoftConsole is divided into seven main areas: • Menu bar• Tool bar • Call Details Panel• Queue Panel• Held Calls Panel• BLF Panel• Park Slot Panel


Main Menu Bar

The SoftConsole main menu provides access to commonly used commands and actions under the following menus:

• File• View• Actions• Directory• Tools• Help


Call Status Panel

The Call Status pane consists of call information and the directory. Call information that is provided to the user includes:• Calling Name. • Calling Number• Called Name• Called Number• Call Status• Call Duration• Notes


Call Details

The Call Details pane displays the current state of a call by highlighting the border of the pane in: • Red. • Green. • Blue• Yellow• Black


Directory Panel

The Directory pane provides the operator or receptionist with an easy way to access: • IP Office users • IP Office groups • IP Office directory • SoftConsole directory

Add users or groups by selecting a directory number in the Directory pane and clicking Show Properties.


Queue Panel

From the Queue pane, users are able to monitor hunt groups that have queuing enabled through IP Office Manager.

Queue Mode is accessed by clicking on the Tools > Options menu and selecting Queue Mode.

Queues can be further modified through the Color Preferences section.


Held Calls Panel

The Held Calls pane provides a view of all calls that have been placed on hold in SoftConsole.

Within the pane, users are provided with the following fields: • To• From• Held• Notes


Park Slot Panel

The Park Slot pane allows an operator or receptionist to park up to 16 calls on the IP Office system.

To Park a Call:• While on a call, click a vacant Park Slot at the bottom of the SoftConsole application to park the call.

– The parked call is highlighted in red in the Call Details pane and displays information about the call.

To Unpark a Call:• When a call is parked in a Park Slot, click the relevant Park Slot button to unpark the call.


BLF Panel

The Busy Lamp Field (BLF) pane provides the user with a means of viewing the status for other users on the IP Office system. In SoftConsole, tabs are used to group users based on the group that the user is placed in on the system.

Busy Lamp Field status indicators are available for:• Unread Voicemail Messages• User Busy• Forwarding All• Do Not Disturb


Conferencing

SoftConsole users can manage conferences using three different methods. • Place calls on hold and start a conference. • Access SoftConsole conference rooms. • View an existing conference and add users.

To add an active caller, click Show Conferences in the Directory pane and select the conference that you wish to add the user to and select Actions > Add to Conference.


Lab Exercise

SoftConsole Benefits Exercise


Lab Exercise

Customizing SoftConsole Exercise


Checkpoint

Which pane displays the status of individuals by group?

A. Directory pane

B. Busy Lamp Field pane

C. Call Details pane



Checkpoint

How many calls can be parked in SoftConsole?

• 4• 8• 12• 16



Checkpoint

Name the pane that fits each of the following descriptions:

A. Allows the operator or receptionist to place calls on hold

B. Allows the user to view the status of other users on the IP Office system

C. Allows the user to monitor calls to a hunt group that have not been answered

D. Displays the current state of a call by highlighting the border of the pane



Lesson Eleven Summary

You have completed Lesson Eleven! As you move on to new lessons, please keep in mind the following points:

• The Call Details pane provides Information on the current call including the caller name, number, called party, notes, and the status of the call. • The Directory pane provides access to both SoftConsole and IP Office directories. The SoftConsole directory is the personal directory for the logged on user. • The BLF pane provides status' of different users within the IP Office system. Users are grouped based on user-defined criteria.


Lesson Twelve Introduction

Upon successful completion of this lesson, you should be able to:

• Handle calls using SoftConsole, including:

– Answering calls – Transferring calls – Placing calls on hold


Answering Calls

There are multiple ways to add incoming calls to SoftConsole.

• Caller information for answered calls is displayed in green.

• Scripts will display over the Directory pane.


Transferring Calls

• Search for the number the caller requires.

• Announce the caller before transferring the call.

• Transfer a call without answering the call first.


Making and Releasing Calls

• There are multiple methods of making calls in SoftConsole.

• Calls may be made from a telephone.

• Calls may be made from SoftConsole.


Typing Comments on a Call

• Call comments may be made for up to 16 characters.

• Comments may be made by using Annotate Call or F12.


Checkpoint

Select all that apply. To answer calls on SoftConsole:

A. Press Enter.

B. Double-click the Call Details pane.

C. Click Transfer.

D. Pick up the telephone handset.



Lesson Twelve Summary

You have completed Lesson Twelve! As you move on to new lessons, please keep in mind the following points:

• Receptionists and operators can quickly find users on the system by typing a name in the Directory Search field.

• Calls can be transferred through both unsupervised and supervised methods.

• Calls can be placed on hold by selecting Hold or pressing F4. Calls will then display in the Held Calls pane.


Course Conclusion

You have successfully completed IP Office Phone Manager and SoftConsole End-User Training!

ava00627h00 ip office r3.0 phone manager and softconsole user training course overview welcome to...

Documents

phone manager lesson

access phone manager

phone manager overview

phone manager user interface

phone manager screens

phone manager resources

phone manager features

softconsole slide