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PhoneManagerUserGuideAPRIL2016

DOCUMENTRELEASE4.3

USERGUIDE

TableofContents1. What'sNew 5-6

1.1. KnownIssues 7

2. QuickStart 8-13

3. Overview 14

3.1. Requirements 15-16

3.2. Licensing 17

3.3. LicenseComparison 18-19

3.4. Configuration 20

4. OutlookFeatures 21

4.1. CallControl 22

4.1.1. MakingCalls 23

4.1.2. Highlight&Dial 24

4.1.3. Toaster 25-26

4.1.4. Transferring 27-28

4.1.5. MultipleCalls 29-30

4.1.6. DialPad 31

4.1.7. URISchemes 32

4.2. ExtensionControl 33

4.2.1. DoNotDisturb(DND) 34

4.2.2. ACDAgentControl 35

4.2.3. UCDHuntGroupCalls 36

4.2.4. ManualForward 37

4.2.5. VoiceMailAccess 38

4.2.6. VolumeControl 39

4.3. Contacts 40-44

4.3.1. Directories 45-46

4.3.2. Searching 47

4.4. CallHistory 48

4.4.1. CallRecording 49

4.5. PresenceProfiles 50-52

4.6. Chat 53-54

4.7. HotKeys 55

4.8. CallBannerProfiles 56

4.9. IntegratedToolbar 57

User Guide

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5. ProfessionalFeatures 58

5.1. ApplicationSupport 59

5.1.1. APIAccess 60

5.1.2. Macros 61

5.1.3. ApplicationSupportPlugins 62

5.1.4. TAPI 63-64

5.1.5. CommandLine 65-66

5.2. Toolbars 67

5.2.1. IntegratedToolbar 68

5.2.2. ButtonActions 69-71

5.3. CampaignManager 72-73

6. TeamLeaderFeatures 74

6.1. AlarmNotifications 75

6.2. HuntGroupStatus 76

6.3. UserControl 77

7. Settings 78

7.1. Connection 79

7.1.1. LocalConnection 80

7.1.2. RemoteConnection 81

7.2. UserPreferences 82

7.2.1. General 83

7.2.2. Information 84

7.2.3. Numbers 85

7.2.4. Chat 86

7.2.5. ProfileImage 87

7.3. PresenceProfiles 88-90

7.3.1. EditingPresenceProfiles 91-92

7.4. Softphone 93-95

7.4.1. E911Warning,EmergencyCallsandSecurity 96

7.4.2. General 97

7.4.3. Audio 98

7.4.4. Codecs 99

7.4.5. Quality 100

7.4.6. NATandFirewalls 101

7.4.7. Keep-Alives 102

7.4.8. SoftphoneLimitations 103

Mitel Phone Manager 4.3

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7.5. HotKeys 104

7.6. Macros 105

7.7. ApplicationSupportPlugins 106

7.7.1. Goldmine 107-112

7.7.2. Maximizer 113-115

7.7.3. MicrosoftOffice365 116-119

7.7.4. MicrosoftOutlook 120-129

7.7.5. MicrosoftDynamicsCRM 130-139

7.7.6. MicrosoftDynamicsNAV 140-146

7.7.7. MicrosoftInternetExplorer 147-150

7.7.8. NetSuiteCRM+ 151-156

7.7.9. SageCRM 157-162

7.7.10. SalesForce 163-169

7.7.11. SalesLogix 170-180

7.7.12. SugarCRM 181-186

7.7.13. SwiftpageAct! 187-192

7.7.14. TigerPaw 193-195

7.7.15. ZenDesk 196-198

7.7.16. ZohoCRM 199-206

7.8. Diagnostics 207

8. HowTo's 208

8.1. ImportingPhoneManagerv3PersonalContacts 209-210

9. Index 211-212

10. Features 214

11. MitelBackPage 215

User Guide

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NOTICETheinformationcontainedinthisdocumentisbelievedtobeaccurateinallrespectsbutisnotwarrantedbyMitelNetworksCorporation(MITEL).TheinformationissubjecttochangewithoutnoticeandshouldnotbeconstruedinanywayasacommitmentbyMiteloranyofitsaffiliatesorsubsidiaries.Mitelanditsaffiliatesandsubsidiariesassumenoresponsibilityforanyerrorsoromissionsinthisdocument.Revisionsofthisdocumentorneweditionsofitmaybeissuedtoincorporatesuchchanges.Nopartofthisdocumentcanbereproducedortransmittedinanyformorbyanymeans-electronicormechanical-foranypurposewithoutwrittenpermissionfromMitelNetworksCorporation.TRADEMARKSThetrademarks,servicemarks,logosandgraphics(collectively"Trademarks")appearingonMitel'sInternetsitesorinitspublicationsareregisteredandunregisteredtrademarksofMitelNetworksCorporation(MNC)oritssubsidiaries(collectively"Mitel")orothers.UseoftheTrademarksisprohibitedwithouttheexpressconsentfromMitel.Pleasecontactourlegaldepartmentatlegal@mitel.comforadditionalinformation.ForalistoftheworldwideMitelNetworksCorporationregisteredtrademarks,pleaserefertothewebsite:http://www.mitel.com/trademarks.WindowsandMicrosoftaretrademarksofMicrosoftCorporation.Otherproductnamesmentionedinthisdocumentmaybetrademarksoftheirrespectivecompaniesandareherebyacknowledged.

MitelPhoneManagerRelease4.3-April,2016

,TrademarkofMitelNetworksCorporation

Copyright2016MitelNetworksCorporationAllrightsreserved

mailto:[email protected]://www.mitel.com/trademarks

1 What'sNewVersion4.3

ThisreleaseofMitelPhoneManagerseestheintroductionofPresenceProfilesforcontrollingstatusandDynamicExtensionExpressfeaturesoftheMiVoiceOffice250.PresenceProfilesThisfeatureallowsuserstocontroltheirphone'sstatuswithasingleprofilewhichisvisibletootherusersofthesystem.ProfilesalsogiveuserscontrolovertheDEEfeaturesofthetelephonesystem.LinktoPresenceProfilessectionStatusonLockPhoneManagercannowautomaticallyswitchprofileoractivateDNDwhenthelocalcomputerlocks.Anystatuschangeisthenrevertedwhenthecomputerunlocks.LinktoStatusonLocksectionWindows10SupportPhoneManagernowsupportsWindows10AbilitytohideChatconversationsChatconversationscannowbehiddenfromtheChatwindowtoreducethenumberofconversationsvisible.LinktoChatsectionProfilePicturesEachusercannowsetapersonalprofilepicturewhichwillbestoredcentrallyontheserverandwillbevisibletoallPhoneManagerusers.LinktoProfilePicturesectionPhoneManagerMobileThereisnowanoptionMobileversionofPhoneManageravailableforiOSandAndroiddevices.TheMobileclientincludes:

SoftphoneDirectoryAccessVoicemail,CallRouting&MissedCallnotificationsCallHistoryVisibilityofContacts

LinktoPhoneManagerMobilesection

Version4.2

ThisreleaseofMitelPhoneManagerseestheintroductionoftheMiContactCentreCampaignManagerclientUIalongwithotherenhancementstogiveusersmorecontrolovertheirMitelextension.CampaignManagerPhoneManagerprovidestheclientUIfortheMiContactCentreCampaignManagerprogressivediallingsolutionLinktoCampaignManagersectionUCDControl

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PhoneManagershowstheassociatedextension'scurrentUCDstatusandprovidestheabilitytotogglebetweenandacceptingornotacceptingUCDcalls.LinktoUCDsectionToasterUpdatesAccesstotheDialPadandtoMuteacallisnowprovideddirectlyfromthetoasterwhileonacall.LinktoToastersectionPhoneManagerVersion3ContactImportForusersupgradingfromPhoneManagerVersion3thereisnowtheoptiontoimportexistingcontactsfromthepersonaldirectory.LinktoContactsImportsectionAdditionalPluginSupportSupportforthefollowingpluginshavebeenadded:LinktoInternetExplorerPluginLinktoNetsuitePluginLinktoSugarCRMPluginLinktoTigerpawCRMLinktoZohoCRMPlugin


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1.1 KnownIssuesDPAR/ID Description Notes/Workaround

12706 PhoneManagercannotconnecttotheCommunicationServicethroughawebproxy.

TheCommunicationServicehostnameand/orIPaddressneedstobeaddedtotherelevantexclusionlistontheproxyservertoenablePhoneManagertoconnect.

12283 PhoneManagerSoftphonemaybeunabletoconnecttothePBXwhentherearemultiplenetworks(includingvirtualconnections)configuredontheclient.

Disableanyunusednetworkinterfaces.

13506 PlacingaSIPSoftphonecallonholdlongerthanabout14minuteswillcausedthecalltobedisconnectedafterthistime.

Don'tleaveSIPcallsonholdlongerthan14minutes.

14553 EnablingthedownloadofMicrosoftOutlookcontactscanpreventusersfromreceivingemailswhenOutlookisconfiguredincachedmode.

DisablethecachemodeoptionwithinMicrosoftOutlook(https://support.office.com/en-US/article/Turn-on-or-off-Cached-Exchange-Mode-e8966ca4-6ecd-4bdd-ade2-64993dda432b).

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https://support.office.com/en-US/article/Turn-on-or-off-Cached-Exchange-Mode-e8966ca4-6ecd-4bdd-ade2-64993dda432bhttps://support.office.com/en-US/article/Turn-on-or-off-Cached-Exchange-Mode-e8966ca4-6ecd-4bdd-ade2-64993dda432bhttps://support.office.com/en-US/article/Turn-on-or-off-Cached-Exchange-Mode-e8966ca4-6ecd-4bdd-ade2-64993dda432bhttps://support.office.com/en-US/article/Turn-on-or-off-Cached-Exchange-Mode-e8966ca4-6ecd-4bdd-ade2-64993dda432b

2 QuickStartTheguideprovidesinformationforfrequentlyusedfeatures.Formoreinformationabouttheseandotherfeatures,refertotheuserguide.

PhoneManagerUIwithPresenceProfiles

PhoneManagerUIwithoutPresenceProfiles


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PhoneManagerCallBanner

User Guide

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UsingtheCallBannerIfthereareanycallsattheextensionthentheCallBannerwillappear,thisprovidescontrolforfeaturessuchasHold/Retrieve,Transferring,AnsweringandClearingcalls.Ifthereismorethanonecallattheextensionthebannerwillexpandtodisplaythedifferentcallsandprovideameanstoswapbetweenthem.

CallBannerButtons

Button Action

Answersaninboundringingcall

Clearsaconnectedcall

Togglesaconnectedcallbetweenholdandconnectedstate

Offerstheabilitytodivertaninboundcalltovoicemailorchosendestination

Providestheabilitytosetupadirecttransferorconsultationcall

Whenperformingaconsultationtransfer,thesebuttonscanbeusedtocompleteorcancelthetransfer

Usedtotogglethemutestateofaconnectedcall


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MakingCallsMakingcallsusingPhoneManagerisasimpleprocessandcanbeachievedinanumberofdifferentways:

DialanumberyouknowbyenteringitintotheSearchorDialboxandpressenterDialauserordevicefromtheContactswindowbydoubleclickingorpressingthedialiconnexttoitSearchthedirectorybyenteringanameintheSearchorDialboxtofindanumbertodialHighlightanumberinadifferentapplicationanddoubleclicktheHighlight&Dialiconwhichcanbefoundontherighthandsideofyouscreen

TransferringCallsCallscanbetransferredbyusingthebuttonsonthecallbanner.ThemainPhoneManagerSearchorDialortheContactsWindowshouldbeusedforchoosingthetransferdestination.AfterpressingConsultorTransferontheCallBannerthemainPhoneManagerwindowwillbebroughtintofocusreadyforyoutoenteranumbertodial.Alternatively,diallinganumberusinganyofthemakecallmethodsdescribedabovewhenacallisinprogresswillautomaticallysetupaconsultationtransferwithouthavingtofirstpressabuttonontheCallBanner.WhenperformingaconsultationtransferitcanbecompletedorcancelledusingtherelevantbuttonsontheCallBannerorsimplyhanduptocomplete.

ContactsViewThecontactstabwithinPhoneManagerprovidesareal-timeviewofinformationaboutotherdevicesincludingusers,extensions,agents,speeddialsandhuntgroups.Thisgivesanoverviewofthestatusofthesedevicesandcallcontrolfeaturessuchassingleclicktodial.Theviewsavailableincludeapersonalfavouritesviewandcentralisedbusinessunitsthathavebeenconfiguredontheserver.Usethebindericontohideorshowdifferentviews.

Icons Description

Usericon,ThisiconappearsontheLargeviewofthecontactscreen.Theusersstatusshowsinthecircleinthebottomright-handcorner.Theuserprofileimagewilldisplayinthelargecircle.

Iftheuserhasnoprofilepicturethentheiconsbelowwillbeused

Usericon,anoutlinediconmeanstheuserdoesnothavePhoneManagerrunning.TheseiconsarevisibleontheDetailsviewofthecontactsscreen

Extensionicon

Agenticon

DirectoryContacts(GlobalorPersonalDirectory,PhoneSystemDirectory,OutlookDirectory)

ColourKey:Grey-Offline,Green-Available,Red-Busy,Blue-Donotdisturb,Yellow-Wrapup

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ApplicationButtons

Button Action

Highlight&Dial,thisiconcanbefoundattachedtherighthandsideofthedesktopandcanbeusedtodialnumbersfromotherapplications.Highlightanumbertodialinanotherapplicationanddouble-clicktheicon

DND,providescontrolofdonotdisturbstatusanddisplaysthecurrentstatus

ACD*,providescontrolofACDHuntGroupstatusanddisplaysthecurrentstatus

UCD*,providescontrolofUCDHuntGroupstatusanddisplaysthecurrentstatus

Voicemail,providesaccesstovoicemailboxesthatnotifythelocalextensionandindicateshowmanymessagesarewaiting

DialPad,providesaccesstotheDialPadwhichcanbeusedtoinitiatecallsormorecommonlytodialDTMFTonesoveranexistingcall

Forward,providescontroloftheforwardstateofthelocalextensionanddisplaysthecurrentstatus

ProvidesaccesstotheChatwindowandtoseeexistingconversations

Binder,controlsvisibilityofdifferentContactviews

Canbeusedtoaddnewcontactstopersonalorglobaldirectories

UsedtoswitchtheviewontheContactwindowbetweenlargeiconanddetailsview

Mute,controlsthemutestatusofthelocalextensionwhenacallisinprogress

Volumecontrols,usedtochangethealertingvolumewhenidleandthecallvolumewhenacallisinprogress

Settings,providesaccesstothesettingareaoftheapplicationtochangethingslikeHotKeys,CRMintegrationandpersonalpreferences

HotDeskingToggle,iftheassociatedextensionisaHotDeskProfilethenthistoggleswitchwilldisplaytocontrolanddisplayHotDeskstatus

Toolbars*,launchoneormorecentrallyassignedtoolbarstohelpperformcommontelephonytasks

CampaignManager*,launchtheclientUIforMiContactCentreCampaignManagertomakeanddispositionoutbounddiallercalls

*Thisiconwillonlyappearwhenlicensedand/orwhenconfiguredtoappearbyanadministrator.


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CallHistoryTheCallHistorywindowshowsallinternal,externalandmissedcallsonallofyourassigneddevices.WhentheCallHistorywindowisnotopen,anymissedcallswillbenotifiedwitharedcircleonthetab.Callscanbereturnedbypressingthehandseticon.Ahistoryofanycallsmadetoorbyanyofthedevicesassociatedwithyouruseraccountwillbedisplayed.ToseeadditionalinformationregardingcallsexpandthePhoneManagerapplicationtofullscreen.Rightclickingonahistorylineallowsyoutoaddthecontacttoyourdirectory.

Icons

Button Action

Inboundcallthatwasanswered(This includes calls answered by voicemail and in the case of DEEcalls answered by other devices in the DEE group)

Inboundcallthatwasmissed

Outboundcall

Redial,usedtocallbackanumberonthecallhistory.Ifthisiconisgreyedoutthereisnonumberavailabletoredial

Playback**,usedtoplaybackarecordingofexternalcalls

**OnlyavailableinconjunctionwithaXariosCallRecordingsolution

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3 OverviewPhoneManagerisdesignedtomakeusingyourMitelMiVoiceOffice250handsetaseasyaspossible.ThisdocumentisdesignedtooutlinethefeaturesofPhoneManagerandhelpyougetthemostoutoftheproduct.PhoneManagerrequiresaninstanceofMitelCommunicationService(MCS)withtheApplicationServerrolesupportingPhoneManagerclients,installedandrunningontheLocalAreaNetwork(LAN).ThelicensingfortheproductandmanyofthefeaturesiscontrolledviatheApplicationServersoyoumayneedtocontactyourITdepartmentorphonesystemsupplierforhelpshouldanyofthefeaturesdescribedinthisdocumentrequirealicense.PhoneManagerrunsinaMicrosoftWindowsenvironmentandisdesignedtoimproveyourproductivitybyintegratingtheuseofyourMiVoiceOffice250phonewithyourPCandthevarioussoftwareapplicationsyouusetofunctionwellwithinyourteam.


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3.1 RequirementsOverviewThesystemrequiresspecificinformationandrequirementstobemetforanyinstallation.Readeachofthesectionsandensurethattheinformationrequestedisavailablepriortoaninstallation.

SystemRequirementsTobeabletoinstallandrunPhoneManagertheclientcomputerneedstomeetthefollowingminimumrequirements.Ifinstallingintoamultiuserenvironmentwheremultipleinstancesoftheclientwillberunning,forexampleMicrosoftTerminalService,Citrixetc.thenseetheMultiUserComputerRequirementssection.

OperatingSystems

Windows7Pro/Enterprise/Ultimate32-bit/64-bitWindows8Pro32-bit/64-bitWindows8.1Pro32-bit/64-bitWindows10Pro/Enterprise32-bit/64-bitWindows2008SP2Standard/Enterprise/Datacenter32-bit/64-bitWindows2008R2Standard/Enterprise/Datacenter32-bit/64-bitWindows2012Standard/Datacenter64-bitWindows2012R2Standard/Datacenter64-bit

TheWindows2008orWindows2008R2ServerCoreinstallationoptionsarenotsupported.

TheWindows2012FoundationandEssentialversionsarenotsupported.

HardwareRequirements

TheminimumrecommendedhardwareisdependentonthenumberofdevicesconfiguredonthePBXandthenumberofclientsthatwillbeconnected.

Processor IntelCore2Duo1.8GHzorfasterprocessor(orequivalent)

Memory Minimum:1GBRAMRecommended:2GBRAMormore

WhenPhoneManagerisrunningitwilluseaminimumof70MBofRAMperclient-thiscanbesignificantlymoredependingonconfigurationandnumberofdevicesand/orusersonthesystem.

Network IPv4,100Mb/1GbLAN

HardDisk Minimum:20GBfreespace

Graphics Minimum:DirectXv9compatiblygraphicscardswith120MBRAMRecommended:DirectXv9compatiblygraphicscardswith1024MBRAM

SoftwareRequirements

Thefollowingsoftwareisrequiredtobeinstalled.

.NETFramework3.5SP1

.NETFramework4.0FullWindowsInstaller4.5

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MultiUsers&VirtualDesktopSystemRequirementsPhoneManagercanberuninmultiuserandvirtualdesktopenvironmentssuchasMicrosoftTerminal/RemoteDesktopServices,CitrixXenApporVMWareVirtualDesktopInfrastructure(VDI)withthefollowinglimitations:

The1stPartyTAPIdriversisnotsupportedPhoneManagerSoftphoneisnotsupported

Whendeployingintheseenvironmentsthentheamountofmemory,CPUusageandVideoresourcethatPhoneManagerwilluseneedstobedetermined.AstheresourcesrequiredaredependentonconfigurationandthenumberofdevicesandUsersinthesystemthenthisneedstobebenchmarkedfirsttoensurethenumberofconcurrentUserscanbesupportedonthehardwareavailable.


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3.2 LicensingPhoneManagerisavailableinseveraldifferentlicenselevels.WhenyouconnecttotheCommunicationServicealicensewillbeassignedtoyoubasedontheClient ProfileassignedtoyourUseraccountontheserver.Allclientsprovidethefollowingfeatures:

StandardFeatures:Legacysupportonly.Providescallcontrolfeatures,callhistory&statusvisibilityofcontacts(onlypossiblefollowinganupgradefromRelease3).OutlookFeatures:AswellasStandardfeatures,addstheadditionalfunctionalityofscreenpoppingandpopulatingcallhistoryjournalinsideMicrosoftOutlookaswellasdiallingcontactsandauto-creatingMiVoiceOffice250MeetMeConferenceappointments.ProfessionalFeatures:AswellasOutlooklicensefeatures,addstheadditionalfunctionalityofintegratingwithmanyotherCRMapplications.AddsTAPI&.NETAPIaccessandsupportscustomMacrodesign.TeamLeaderFeatures:AswellasProfessionallicensefeatures,addstheabilitytosilentmonitorotherusersandcontroltheirACDgroupstatus,DNDandcallforwardstatus.

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3.3 LicenseComparisonFeature Standard Outlook Professional TeamLeader

Callcontrolupto4calls

Highlight&Dial

Desktoppresence

Callhistory

Donotdisturb&ForwardControl

InstantMessaging(chat)

PersonalDirectory

CallRecorderPlayback*

GroupMailboxNotification

ProfileImages

PresenceProfiles

HotKeys

Callbannersincludingprofiles

Softphone

UCDControl

ACDControl

IntegratedToolbar

FullToolbar

TAPI(1stParty)

Macros

ApplicationSupport OutlookOnly

APIAccess(.NET/VB)

CampaignManagerClient

AlarmNotification

HuntGroupStatus


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3rdPartyACD,DND&FWDControl

SilentMonitoring

User Guide

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3.4 ConfigurationConnectionDetailsPhoneManagerrequiresabasiclevelofconfigurationtogetitconnectedtotheCommunicationServiceandcontrollingyourextension.ThefollowinginformationisrequiredwhenPhoneManagerstartsup:

Hostaddress

ThisistheIPaddressorhostnameoftheserverrunningtheCommunicationServicesoftware.PhoneManagerwilltryandfindthisautomaticallyonstart-up.IfitdoesnotfindanCommunicationServiceoritfindsmorethanonethensomeuserinteractionisrequiredtoconfirmtheconnectiondetails.

UserCredentials

PhoneManagerneedstoconnecttotheCommunicationServicewithauseraccount.Bydefault,itwillusetheaccountyouareloggedintoyourPCwithtoauthenticate.IfyouwishtooverridethisyoucandosointheConnectionsettingssection.

Extension

PhoneManagerrequiresthedetailsoftheextensionyouareusingwhenitstartsupsothatitcanshowthecorrectcallinformation.ThereareseveralofwaysofprovidingPhoneManagerwiththisinformation.PleasereadthroughtheConnectionsettingssectionformoredetails.

ServerConnection

ThefirsttimePhoneManagerstartsupitwillbroadcasttotryandfindtheCommunicationService.Ifitdoesntfindoneorifitfindsmorethanonetheuserwillbeabletoselectthecorrectonetouse.SelectthecorrectserverfromtheAvailablehostslistorentertheIPaddressorhostnameoftheserveryouwishPhoneManagertoconnecttointheHostaddressfield.WhenPhoneManagerstartsitwillusetheWindowsaccountdetailsofthecurrentloggedinuser.IfthisisnotappropriatethenchecktheOverridelogindetailsandentertheUsernameandPasswordtouseinstead.(ThismightbenecessaryifforexampleyouconnecttotheofficefromyourhomePC).IftheUseraccountislinkedtoaMicrosoftActiveDirectoryUseraccountthenentertheusernameintheDOMAIN\Userformat,otherwiseusetheusernameandpasswordprovidedbyyouradministrator.Bydefaulttheusernameisyourextensionnumberandleavethepasswordblanktousethedefaultvalue.


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4 OutlookFeaturesThefollowingsectioncoversthefeaturesthatareavailableintheMicrosoftOutlooklicensedversionofPhoneManager.ThespecificMicrosoftOutlookfeaturesthatareprovidedare:

CallControl Howtomakeandtransfercalls.Howtohandlemultiplecallsandtellthedifferencebetweendifferenttypesofcall.

ExtensionControl Controllingthestateofyourextension.Forwardstates,DoNotDisturbandACDAgentcontrol.VolumeControlandVoicemailaccess.

Contacts Viewthestatusofotheruserswithintheorganisation.Searchingforinternalandexternalcontactsandusingthecontactsviewtomanagefavouritesandspeedupcommunications.

CallHistory Trackallcallsyoumakeonthesystemandoptionallyplaythemback(requiresCallRecordingintegrationlicense).

Chat Communicatewithotherusersinsidetheorganisationusingchat/instantmessaging.

DirectoryIntegration OutlookcontactscanbelinkedintothePhoneManagerdirectoryanddisplayedonthetoaster.

ScreenPopping Outlookcontactscanbescreenpopped.

CallHistory Outlookcontactscanhavecallhistory(journalentries)created.

Calendar/DNDSynchronisation OutlookcalendarcanbeusedtoautomaticallysynchronisetheUser'sDNDstatewiththeircalendaritems.

Thislicensealsoprovides:

HotKeys Configureglobalhotkeystoautomatecommontelephonytasks.

CallBannerProfiles Toastersupportforcustombannerprofiles.

Softphone Supportforconnectingasasoftphone(Requiresasoftphonelicense).

IntegratedToolbar Onlyavailablewhenconnectedasasoftphone.Thisprovides5buttonsthatcanbecustomisedonthemainwindow.

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4.1 CallControlOverviewMakingandreceivingcallsisobviouslytheprimarypurposeofatelephone.PhoneManagermakesthisprocessassimpleandefficientaspossible,providingyouwithcontextsensitiveactionbuttonsandgivingyoualltheinformationyouneedaboutthecallsyouareon.

MakingCalls Howtodialinternalandexternalnumbers.

Highlight&Dial Diallingfromwithinotherapplications.

Toaster Seeingdetailsaboutthecallyouareonandperformingcommontaskssuchasputtingcallsonhold,retrievingcallsandclearingcalls.

Transferring Performingsupervised/announcedordirecttransfers.

MultipleCalls Howtohandlemultiplecallsatyourextension.

DialPad DiallingoutwiththedialpadordiallingDTMFdigitsoveracalltonavigatethroughanattendantorIVR.

UriSchemes ClicktoDialURIschemes


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4.1.1 MakingCallsMakingacalltoanumberisasimpleprocessthatcanbeachievedanumberofdifferentways.

Dialling a number you know

Ifyouknowthenumberyouwishtodial,whetheritisanotherextensioninternallyoranexternalnumberthensimplyenterthenumberintotheSearch or DialboxandhittheenterkeyorpresstheDialbuttontomakeyourextensiondialthenumber.Ifyouarediallinganexternalnumberthereisnoneedtoworryaboutaddinginanyadditionaldigitstogetanoutsidelineorworryingaboutareacodesasthiswillbedoneautomaticallyaspertheconfigurationintheserver.

Dialling from the contacts screen

Ifyouwanttodialanotheruserwithinyourorganisationoracontactthatisstoredinaglobalorpersonaldirectoryyousimplyneedtoclickthedialiconnexttotheirstatusicononthecontactsscreenordoubleclickthestatusiconitself.IfthecontacttodialisnotcurrentlyvisiblestartenteringtheirnameintotheSearch or Dialboxtobringupalistofmatchingcontacts.

Ifyoudialacontactwhileyouarealreadyonacallwithsomeoneelse,PhoneManagerwillautomaticallysetupaconsultation/enquirycallforyou.

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4.1.2 Highlight&DialDialling from another application (Highlight & Dial)

Oftenyouwillhavetheneedtodialanumberfromanotherapplication.Commonlythiswillbeawebpagethatyouwanttodialthecontactdetailsfromoranemailsomeonehassentyou.TodothisyoucanusetheHighlight&DialfeaturesofPhoneManager.SimplyhighlightthenumberyouwishtodialandthendoubleclickontheHighlight&DialbuttonoruseaHighlight&Dialhotkey(SeetheHotKeyssectionfordetails).YouwillfindtheHighlight&Dialbuttondockedtotheright-handsideofyourscreen.

YoucanmovetheHighlight&Dialbuttonupordownthescreentosuityourrequirements.GenerallyaslongasthenumbercanbecopiedtoandpastedfromtheWindowsclipboardthenthisshouldwork.ThiscanbetestedbyhighlightingthetelephonenumberandpressingCtrl+CandthenopeningNotepadandpressingCtrl+V.Ifthenumberappearsthenthetestwassuccessful.

Some3rdpartyapplicationscanperformtheirownclipboardcontrolcausinghighlightanddialtonotfunctioncorrectly.TestingwithaPhoneManagerclientisrecommendedtoensurefullcompatibility.


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4.1.3 ToasterThetoasterwindowwillappearwheneveracallisinprogressatyourextension.Itisdesignedtogiveyouallthedetailsyouneedaboutthecallinprogressandprovideyouwithcontextsensitivebuttonstoperformactionsonthosecallssuchasholdorretrievingacall.

Context Sensitive Buttons

Thefollowingbuttonswillappearatdifferenttimesonthetoasterdependingonthestatusofthecall.

Usethisbuttontohanguponacall.

Ifyouhavethehandsetofthetelephoneinyourhandyouwillbedisconnectedfromtheremotepartybutwillbeleftwithaconnectiontothetelephonesystem.

Usethisbuttontoansweranincomingcall.

Theseholdandretrievebuttonswillappearonceacallisinprogress.Ifyouholdacallbypressingtheholdbuttononthetoasteroronthetelephoneitself,theholdbuttonwillbereplacedwitharetrievebuttontoallowyoutopickthecallbackup.

Thisoptionisdisplayedonincomingringingcalls.Usethediverttosendanunwantedcalltoanotherdestination.

Thisoptionisdisplayedonincomingringingcalls.Usethesendtovoicemailoptiontosendanunwantedcalltoyourvoicemailmailbox.

Thereare2waysoftransferringacalltoanotherlocation.Usingthetransferoptionwillmovethecalltoanotherlocationimmediately.Theconsultationoptionwillallowyoutospeaktosomeoneattheotherlocationfirstbeforeputtingthecallthrough.

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Theseoptionsareavailableifyouhavesetupaconsultationcall.Tocompletethetransferhangupthehandsetofthetelephoneorpressthecompletebutton.Togobacktotheoriginalcallpressthecancelbutton.


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4.1.4 TransferringTransferringacallcanbedoneinseveraldifferentwaysdependingonwhetheryouwanttotransferanansweredcalldirectly(blindtransfer)orbyannouncedtransfer.Alternativelyifthecallisringing,thenyoucandivertthecallbeforeanswer.

Transfers

Whenconnectedtoacall,contextsensitivetoasteractionbuttonsappeartooffertheuserthesystemfeaturesthatarepossibleatthetime.

SoftphonedoesnotsupporttransferringaconnectedcallstraighttoaVoicemailbox

Direct Transfer

ToperformadirecttransferwherethecallissenttothetransferdestinationbeforetheconsultationcallhasbeenmadeclickontheTransferbuttonandthiswillgivefocustothemainwindowwiththecursorintheSearch or Dialbox.Searchforthecontacttotransferthecalltoandclickonthedialbuttonnexttotheiricon(orhighlightitandpressEnter)ortypeinthenumberintheSearch or DialboxandclickonDial.Thecallwillthenbesentstraighttothiscontactandthecallwillclearfromyourextension.

Announced Transfer

Toperformanannouncedtransferaconsultationcallneedstobesetupbeforetransferringthecall.WhilstonacallclickontheConsultbuttonandthiswillgivefocustothemainwindowwiththecursorintheSearch or Dialbox,orgodirecttothemainwindowandfindthecontact,orusethehotkeyforDirectory Search.Useanyofthesemethodstofindthecontacttotransferthecalltointhemaincontactwindow.Oncethecontacthasbeenfound,dialthemandthiswillsetuptheconsultationcall.Forexamplethisshowsaconsultationcallmadetoextension1801.

Astherearemultiplecallsattheextensionnowthesummarypanelappearstotheleftofthetoaster.Thisshowsallthecallsatthecurrentextensionandclickingoneachcallwillupdatethedetailsontherighthandsidewiththerelevantinformationforthecallselected.TheconsultationcallhasnotbeenansweredyetbutthetransfercanbecompletedatanytimebyclickingontheCompletebutton.Tocanceltheconsultationcallandnotperformthetransfertothiscontact,clickontheCancelbutton(shownabove).Thiswillthencleartheconsultationcallandconnectyoubacktotheoriginalcall.AlternativelyswapovertotheenquirycallandclickontheEndbuttonshownbelow.Thiswillcausetheoriginalcalltobeleftonholdandwouldneedtobemanuallyretrieved.

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Divert

Whenacallisringingthetoasteractionbuttonschangetoreflectwhatyoucandowiththiscall.

TodivertacallclickontheDivertbuttonandthiswillgivefocustothemainwindowwiththecursorintheSearch or Dialbox.Searchforthecontacttodivertthecalltoandclickonthedialbuttonnexttotheiricon(orhighlightitandpressEnter)ortypeinthenumberintheSearch or DialboxandclickonDial.Thecallwillthenbesentstraighttothiscontactandthecallwillclearfromyourextension.ThetoasteralsoprovidesaSend to voicemailbuttonthatenablesasingleclickdivertofacalltovoicemail.


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4.1.5 MultipleCallsThetoasterpopupwillshowmultiplecallsatanextensionbyexpandingtotheleftwithasummarypanethatlistsallofthecallsinprogress.Clickingontheentryforaspecificcallwillupdatethedetailsontherighthandsidewiththerelevantinformationforthecallselected.Forasinglecallthetoasterwillbeshownwithoutthesummarypane.

Ifasecondcallcomesinthethentoasterwillexpandwiththesummarypane.Thisexampleshowsthefirstcallasconnectedandthesecondcallisringing.

Ifathirdcallcomesinthenthisgetsadded.Inthisexamplethefirstcallisconnectedandthesecondandthirdcallsareringing.

Nexttoeachcallinthesummarypanetheicontotheleftreflectsthestateofthecall.

Callconnected

Callringing

Callonhold

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4.1.6 DialPadThedialpadcanbeusedfordiallingnumbersorfornavigatingAutoAttendantsorInteractiveVoiceResponse(IVR)systems.Thiscanbeopenedallthetimebyclickingontothedialpadiconfromthemainwindow.

Alternativelywhilstonacallclickonthedialpadiconfromthetoasterwindowtodisplaythedialpadwindow.

Inordertoensurethatthenormaluseofnumerickeysonyourcomputerdoesn'tinterferewithacall,DTMFtoneswillonlybesentoveracallwhilsttheDialPadwindowortoasterhasfocus.

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4.1.7 URISchemesPhoneManagersupportsarangeofdifferentwellknownURIschemesthatenableapplicationstobeabletododirectclicktodialbyturningthetelephonenumbersintohyperlinks.Forexampleifanapplicationwrapsthetelephonenumberintothisformat:

tel://01234567890

Clickingonthislinkwillthencausethisnumbertobedialled.ThefollowingURIformatsaresupported:

URIScheme Example

dial dial://01234567890

sip sip://01234567890

callto callto://01234567890

tel tel://01234567890

call call://01234567890

dialfrompm dialfrompm://01234567890


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tel://01234567890

4.2 ExtensionControlOverviewPhoneManagerprovidescompletecontroloverthestatusofyourextension.Theapplicationcanbesetuptocontroltheextensioninoneoftwomodes.ThemodeusediscontrolledontheserverusingthePhoneManagerClientProfile.

PresenceProfiles

Differentprofilescontaininformationabouthowauser'sprimaryextensionissetup.Tochangetheconfigurationofthetelephoneusersneedonlyselectadifferentprofile.Thisformofcontrolprovidesuserswithasimplewayofcontrollingtheirconfigurationandcanbetailoredtoeachuser'sneeds.ItisalsoanessentialfeaturewhenworkingwithPhoneManagerMobile.FormoreinformationonusingPresenceProfilesclickhere.

DirectControl

UsershavedirectcontroloftheextensionPhoneManagerisconnectedtousingtherelevantfeaturebuttons:

DoNotDisturb Singleclickaccesstoanyofthe20donotdisturbstatesprogrammedonthetelephonesystemtoensureyouarenotinterruptedwhenbusy.

UCDHuntGroupCallControl

ControloftheUCDhuntgroupstateofyourextension.Forexample,toenableUCDhuntgroupcallsbetaken.

ManualForwarding Controlofthelocalforwardstateofyourextension.Forexample,divertcallstovoicemailortoyourmobilewhenbusy.

Common

ThefollowingcontrolsarecommontousersusingPresenceProfilesorDirectControl

ACDAgentControl LogintoallorselectedhuntgroupsyourACDagentIDbelongsto.

VoicemailAccess Visualindicationofwhenyouhavevoicemailsandsingleaccesstodialintothevoicemailsystemtoretrievethem.

VolumeControl Increaseordecreasethevolumewhenringingorduringacallormutetheaudioalltogether.

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4.2.1 DoNotDisturb(DND)WhenawayfromyourdeskorbusyinameetingyoucansettheDoNotDisturb(DND)messageonyourphonesootherusersontheMiVoiceOffice250systemknowyourstatus.ThePBXprovides20predefinedDNDmessagesforyoutochoosefrom.

Thesemessagescanbere-programmedinDatabaseProgrammingontheMiVoiceOffice250system.

The"DND"iconenablesuserstosettheirDNDstatusandchangescolourtoindicatewhatstatetheyarecurrentlyin.

Icon Description

DNDisnotconfigured.

DNDisconfigured.

Clickingonthe"DND"iconwhennotconfiguredwillallowtheusertoselecttheDNDmessagetousefromthe20pre-configuredmessagesshown.Whenamessagehasbeenselectedthenapromptwillbeshowntoallowtheusertooptionallyenterupto16charactersofDNDtexttosupplementtheDNDmessage.Forexample:

"INMEETINGUNTIL12.30PM"

AnyMiVoiceOffice250usernowcallingyourextensionorviewingyourstatusinPhoneManagerwillseeyourDNDmessage.IfyouareintheDNDstate,thePhoneManagerDNDiconwillturnred.ClickingthiswilltoggletheDNDstatetooffturningthe

iconblue .ClickingagainwillsetDNDstatetoon.


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4.2.2 ACDAgentControlACDAgentIDscanbeusedontheMiVoiceOffice250systemtologinandoutofwhicheverACDhuntgroupsyouAgentIDbelongsto.Eachhuntgroupwouldgenerallyindicateadifferenttypeofcalltobeansweredorindicateaspecificskillsettouseforthatcall.TheACDiconenablesuserstocontroltheirACDstatusandchangescolourtoindicatewhatstatetheyarecurrentlyin.

Icon Description

Loggedout

Loggedinandfree

Loggedinandinwrapup

WhenyouareloggedoutandpresstheACDiconthelistofhuntgroupsfortheagentIDthatisassignedtoyouruseraccountareshown.Clickingon"Loginagent(xxxx)"willlogintoallACDgroupsthatthisagentIDisamemberof.Alternativelyselectthespecifichuntgroupthatyouwishtologinbyclickingonthegroup.TouseadifferentagentIDclickonthe"LoginwithagentID"optionandthenentertheIDintheboxshownandthiswilllogtheagentintoallgroups.ThelistofindividualhuntgroupswillthenbeupdatedforthisagentIDtoenablespecificgroupstobeloggedoutof.Whileloggedinatickwillshowagainstallhuntgroupsthatyouareloggedinto.Themenucanthenbeusedtologinoroutofanyoftheothergroupsatanytime.

TheACDiconwillonlybedisplayediftheuserhasthe"EnableACDcontrol"flagsetagainsttheirClient Profile.

WhenusingACDagentswiththeSoftphoneitisrecommendedtoenabletheAutoagentlogin/logoutsettingintheusersClient Profile.IfanagentisloggedintoaSoftphoneandisnotconnectedthenusersmayreceivea"destinationnotresponding"messageiftheydialahuntgrouptheyareamember.OtherOAIapplicationsmayalsodisplaytheagentinaconstantringingstate.

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4.2.3 UCDHuntGroupCallsUCDhuntgroupscanbeusedontheMiVoiceOffice250systemtoroutecallstogroupsofextensions.Eachhuntgroupwouldgenerallyindicateadifferenttypeofcalltobeansweredorindicateaspecificskillsettouseforthatcall.The"HuntGroupCalls"iconenablesuserstotoggletheirUCDstatusandchangescolourtoindicatewhatstatetheyarecurrentlyin.

Icon Description

UCDhuntgroupcallswillnotbepresented.

UCDhuntgroupcallswillbepresented.

TheUCDiconwillonlybedisplayediftheuserhasthe"EnableUCDcontrol"flagsetagainsttheirClient Profile.


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4.2.4 ManualForwardYourextensioncanhaveamanualforwardsettodivertcallstoanotherdestinationunderdifferentcircumstances.Thevariousforwardstatesavailabletochoosefromare:

State Description

NoAnswer Forwardcallswhenyoudontanswerthem.ThedefaultnoanswertimeonthePBXis15seconds(Thissystemwidetimercanbechanged)

Busy Forwardcallsonlywhenyourextensionisbusy.

NoAnswerBusy Thisoptionisacombinationofthefirsttwooptions.

AllCalls Forwardallcallsthatalertyouextensionimmediately.

The"Forwardcalls"iconenablesuserstosettheirforwardstatusandchangescolourtoindicatewhatstatetheyarecurrentlyin.

Icon Description

Noforwardingisconfigured.

Forwardingisconfigured.

Clickingonthe"Forwardcalls"iconwhennoforwardingisconfiguredwillallowtheusertoselect1ofthe4optionsavailable.Atextinputboxwillthenappeartopromptforaforwarddestination.Inthisboxyoucanenteraninternalorexternalnumbersuchasamobilephonenumber(ifexternalremembertoincludethenumbertoaccessanoutsideline).Iftheforwardstateisalreadyconfigured,thenclickingontheiconwillremovetheforwardsettingfromyourextension.

TheMiVoiceOffice250systemalsosupportspre-programmedforwardrulescalled"SystemForwarding".ManualForwardingwilloverrideanySystemForwardingrulesyoumayhaveset.

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4.2.5 VoiceMailAccessThe"Voicemail"iconshowsaredbadgeindicationwiththenumberofvoiceorextensionmessagesthathavebeenleftforeachdifferentone.Clickingontheicondisplaysalistofthemessagesandselectingtheindividualonewilleitherdialintothecorrectmailboxorcalltheextensionthatleftthemessage.Inthisexamplethereare3messages.

Sales(1077):isavoicemailforanun-associatedmailboxwiththenotificationextensionsettothisusers.1809:isanextensionmessageleftfromextension1809.LocalMailbox(1021):isavoicemailforanassociatedmailboxforthisextension.

Whentherearenooutstandingmessagesthentherewillbenoredbadgeindicationshown.


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4.2.6 VolumeControlThevolumefunctionsbehavedifferentlydependingonwhetherPhoneManagerisassociatedwithyourextensionphone(DeskPhone)orinSIPsoftphonemode.

extension Volume control

Thevolumeofyourextensionphonecanbecontrolledusingthemute ,volumeincrease andvolume

decrease iconsatthebottomrightofthemainwindow.WhencontrollingaMitelextensiondeskphonetheseiconsaregroupedtogetherinthebottomrightcornerlikethis

Dependingonthestateofyourextensiontheiconswilldodifferentthings:

IdleorRingingState Mutewillbedisabled.

Volumedecreasewilldecreasetheringingvolumeandsaveit.

Volumeincreasewillincreasetheringingvolumeandsaveit.

Callinprogressonthehandset Mutewillbeenabled.

Volumedecreasewilldecreasethehandsetvolumeandsaveit.

Volumeincreasewillincreasethehandsetvolumeandsaveit.

AdditionaltypesofcallinprogressincludeHandsFreeandHeadsetandthevolumecontrolwillapplyindependentlytoeachtypeofaudiocall.

Whenthemuteiconispresseditwillturnblue toindicatethataudioisnowmutedonthecall.Toturnmuteoffsimplyclickontheiconagain.

Softphone Volume

Thevolumecontrolsareenhancedtoincludeaslidecontrolwhenconnectedasasoftphone.ThisoffersagreaterlevelofcontrolthanwhenPhoneManageriscontrollinganextensionandlooklikethis:

WhenusingthevolumecontrolinsoftphonemodeyouwillbesettingthevolumeofwhicheveraudiodeviceisconfiguredinSettings--->Softphone--->AudiowithinyourPhoneManagersoftware.

Volumecontrolforasoftphoneisonlyavailablewhenusingthebuiltinsoftphone.

Whenmutingacallonthesoftphonebothpartiesaudioaremuted.

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4.3 ContactsOverviewThecontactstabwithinPhoneManagerprovidesaviewtoprovidereal-timeinformationaboutotherdevicesincludingUsers,extensions,agents,speeddialsandhuntgroups.Thisgivesasinglequickviewofthestatusofthesedevicesandcallcontrolfeaturessuchassingleclicktodial.

Groups

Eachdevicethatisshownispartofagroup.ClickingthedirectorybuttononthetoplefthandcornerdisplaystheavailabledirectoriesandgivestheUsertheabilitytobeableshoworhideeachgroup.

Ifthereisaticknexttotheentrythenthiswillbeshown.Un-checkingthiswillcausethedirectorytobehidden.EachPhoneManagerUserhastheirownFavouritesgroupwhichtheycanaddandremovedevicestoandfromandispersonaltoeachUser.TheycanalsoadditemsfromtheDirectoriestothis,forexampleSpeedDials,PersonalContacts,CentralContactsorMicrosoftOutlookContacts.TheothergroupsarecreatedautomaticallyfromtheBusinessUnitstructureconfiguredontheserver.


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DeviceControl

Foreachdevicethereareactionsthatcanbeperformed.Rightclickingonadevicewilldisplayamenuoftheavailableactionsandtheoptionsavailablearedependentonthetypeofdevice,thestateofthedeviceandthelicenseleveloftheclient.

DeviceView(s)

Thecontactstabsupportsdisplayingthedeviceinformationineitheralargeiconoradetailsview.Thecurrentviewcanbechangedusingtheviewselectionbuttonsinthetoprightcorner.

Thecurrentviewishighlightedinblue,withthelargeiconviewusingtheleftbuttonandthedetailsviewontheright.

LargeIconView-Displaysagridofdeviceswithlargeiconsandupto*3piecesofinformationaboutthecontactDetailsView-Displaysatableofdeviceswithmoredetailedinformationabouttheirstate

*ThedefaultinformationshownisNumber,Status&CallerID.TochangetheinformationdisplayedinLargeIconView,switchtoDetailsViewandmovethecolumnsaroundsothattheinformationrequiredisinthefirst3columnsaftertheNamecolumn.ThefollowinginformationcanbeaddedintheDetailsView:

Grouping Information Description

CallDetails

(if no callis inprogressthesecolumnswill beempty)

AccountCode***

ThecurrentAccountCodethathasbeenenteredonthecallwillappearhere.Ifmorethanonecodehasbeenentereditwillshowthelastone

CallType Thetypeofcall;Internal,InboundorOutbound

CallerID*** Thetelephonenumberorspeeddialnameofthecaller

DDI*** IfthecallwasInboundthenthisfieldcontainstheDDInumberthecallcameinon

Display*** ThiscolumncontainstheDisplayinformationformthedevice

DNIS*** IfthecallwasInboundthenthisfieldcontainstheDNISforthecall

Duration* Thecurrentdurationofthecallinprogressatthisdevice

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HuntGroup***

IfthecallwaspresentedthroughaHuntGroupitwillbedisplayedhere

RingTime* Theringtimeforthecurrentcallatthisdevice

StartTime* Thestarttimeforthecallatthisdevice

TalkTime* Thetalktimeforthecallatthisdevice

TimeOnHold*

Theholdtimeforthecallatthisdevice

TransferredFrom

Wherethecurrentcallwastransferredfrom

Trunk IfthecallisnotInternal,thiscolumnwilldisplaytheTrunknumberbeingused

UserDetails

CallsQueuing

Thenumberofcallscurrentlyqueuingatthedevice

CallsRinging

Thenumberofcallscurrentlyringingatthedevice

CurrentDevice***

IfthedeviceisanAgentID,thiswillshowwheretheyareloggedin

CurrentHuntGroups***

ACSVlistofACDHuntGroupsthedeviceisamemberof

ForwardStatus***

ThecurrentForwardStateofthedevice

Name Thenameofthecurrentdevice

Number Thenumberofthecurrentdevice

Status Thestateofthecurrentdevice.IfitisaUseritwillshowtheirPresencesupplementedinbracketswiththestateoftheirprimaryextension

TimeInStatus*

Thetimepassedsincethedevice'slaststatechange

VoicemailCount**

Thetimepassedsincethedevice'slaststatechange

ServerContact

(if thereis a callat thedeviceand theserverhas acontactmatch itwilldisplay in

Contact Thenameofthecontactonthecurrentcall

ContactField1to10

Theothercontactfieldsfromtheservernumbering1to10


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thesecolumns)

*TimebasedcolumnsareonlycalculatedfromwhenPhoneManagerstarts.Timebasedcolumnsbydefaultupdateevery5secondshoweverthisisconfigurableontheserver.**OnlyavailablewhenusingaTeamLeaderlicense***ThesecolumnsarenotavailableifusingaStandardlicenseToaddorremovecolumnsfromtheDetailsViewgird,right-clickanywhereonthecolumnheadersandamenuwillappear.Selectorunselectitemsinthemenutohideorshowthem.Columnsthatarealreadyvisiblewillappearwithatickagainsttheminthemenu:

Columnscanbere-orderedasrequiredbyleft-clickingonthecolumnheaderanddraggingittotherequiredlocation.

DeviceIcons

Eachtypeofdevicehasadifferenticonandchangescolourdependingonthestatusofthedevice.

Speeddialcontactfromthetelephonesystem.

Centralserverorpersonalcontact,i.e.GlobalDirectory.

MicrosoftOutlookcontact.

MicrosoftOutlook365contact.

Auserthathassetapersonalprofileimage.Inthisscenariothesmallcircleinthebottomright-handcornershowstheuser'sstatus.Thestatuscoloursmatchthoseoftheusericonsbelow.

UserwhoisnotconnectedwithPhoneManagerandhasnoextension/agentassignedtotheirUseraccount.

UserinthefreestatewithoutPhoneManagerconnected(thisshowsthestatusoftheextension/agentassignedtotheirUseraccount).

UserinthebusystatewithoutPhoneManagerconnected(thisshowsthestatusoftheextension/agentassignedtotheirUseraccount).

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UserintheDNDstatewithoutPhoneManagerconnected(thisshowsthestatusoftheextension/agentassignedtotheirUseraccount).

UserinthefreestatewhohasPhoneManagerconnected.

UserinthebusystatewhohasPhoneManagerconnected.

UserintheDNDstatewhohasPhoneManagerconnected.

Extensionintheofflinestateorshowninasearchresultlist.

Extensioninthefreestate.

Extensioninthebusystate.

ExtensionintheDNDstate.

Agentisloggedout.

Agentinthefreestate.

Agentinthebusystate.

AgentintheDNDstate.

Agentinthewrap-upstate.

Huntgroup.


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4.3.1 DirectoriesOverviewContactdirectoriescanbecreatedtoprovidemoreinformationaboutthecontactswhoarecallinginandtoprovidedirectorysearchfeaturestohelpfindpeopletocall.Thedirectoriescanbepopulatedmanuallybyusers,bulkimportedfromfilesorlinkeddirectlytootherdatabases.Thereareseveraldifferentsourcesthatcanbeusedtoimportcontactrecords.Theyinclude:

Manuallycreatedbyusers.ImportedfromtextorCSVfiles.Linkeddirectintoexistingdatabases.YourownMicrosoftOutlookpersonalcontacts.TheMiVoiceOffice250PBXSystemSpeedDiallist(Maximum1000).

Usingthecontactdirectories,PhoneManagercansearchtofindanymatchingcontactstodial.Whenaninboundcallisreceivedoranoutboundcallmade,therelevantdirectoriesaresearchedautomaticallyandthematchingcontactinformationismadeavailableanddisplayedonthePhoneManagertoaster.

Globaldirectories

Thesystemhasaglobaldirectorythatisaccessiblebyallusersbydefault.Thisisstoredcentrallytoenabletheuserstoaccessthisfromanylocationthattheyconnectfrom.Anyusercanadd,editorremovecontacts.

Personaldirectories

Eachuseralsohastheirownpersonaldirectorythatisonlyaccessiblebythem.Theassociateduserthenhastheabilitytobeabletomanagethisdirectoryandadd,editorremoveitemsfromthis.Thisisstoredcentrallytoenabletheusertoaccessthisfromanylocationthattheyconnectfrom.

IftheuserhasupgradedfromaPhoneManagerv3thentheirexistingpersonalcontactscanbeimported.Thisisonlysupportediftheuserspersonalcontactshavebeenstoredlocally(eitherinthe%PROGRAMFILES%folderonthecomputertheyareon,orintheir"MyDocument"folderandNOTcentrally.Iftheyarestoredcentrallythentheywillneedtobemigratedbeforeupgrading.IfthesefilesarepresentthenPhoneManagerwillprompttheuserautomaticallywhenstartedtoimport.

Databaselinkeddirectories

Externaldatabasecanbelinkedto;usinganODBCorOLEDBconnection.Thecontactswithinthisdatabasearethenimportedintothesystemonaregularbasistokeepthemuptodate.Thesedirectoriesarereadonlyasanymodificationstoacontactwouldbelostonthenextimport.

CSVdirectories

TextfilesinCSVformatcanbeusedtoimportcontacts.Thecontactscanbeimportedintothesystemmanuallyoronapreconfiguredschedulesothatthedirectoriesarealwaysuptodate.Thesedirectoriesarereadonlyasanymodificationstoacontactwouldbelostonthenextimport.

FormoreinformationseetheContactDirectoriessectionintheCommunicationServicehelp.

MicrosoftOutlookpersonalcontacts

IfaUserhastheDownload Outlook contactsoptionenabledintheirClient Profileontheserver,thenpersonalcontactsfromwithinMicrosoftOutlookcanbesearcheddirectlyfromPhoneManager.

TheUserneedstobeconnectedwithaMicrosoftOutlooklicensetoenablethisfeature.

ThisrequiresMicrosoftOutlooktoberunningwithinthesamesessionasthePhoneManagerclientand

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onlylocalcontactfoldersaresupported.

ThecontactscanbesearchedusingtheHome,TelephoneorMobile/Cellnumberfieldsaswellasthefirst,middle,lastandcompanynamefieldsassociatedwiththeOutlookcontact.TheonlyuserthatcansearchandaccessthesecontactsisthelocalUser.OtherUserscannotaccessthesecontacts.

MiVoiceOffice250PBXSystemSpeedDialList

ThePBXcontainsitsowndirectoryintheformofsystemspeeddials.TheseentriesareconfiguredfromwithinDatabaseProgrammingontheMiVoiceOffice250systemandthePhoneManagerserverwilldownloadthemdirectlyfromthePBXwhenconnected.Eachentryonlyhasanameandnumberassociatedwithitandeachofthesefieldscanbeusedtosearch.AnychangestothislistmadeontheMiVoiceOffice250systemwillautomaticallyupdatethePhoneManagerdirectory.AllPhoneManagerusershaveaccesstosearchanddialtheMiVoiceOffice250systemspeeddials.

PrivatespeeddialscanNOTbedialled.


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4.3.2 SearchingOverviewSearchingforcontactsisdonefromthemainwindowintheSearch or Dialsection.Typinginarelevantsearchterm,i.e.telephonenumberorname,willshortcuttoanymatchingentriesinthecontactstab.ThesearchwilltryandfindamatchinanyofthedevicesonthePBXorwithinanyofthedirectoriesthathavebeenassignedtoyourPhoneManageruseraccountontheserver.TocancelasearchclickontotheXnexttotheDialbuttonandthiswillrestorethecontactstabbacktothedefaultview.

Remembertocancelasearchsothatyourentirecontactsarevisibleonthecontactstab.

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4.4 CallHistoryOverviewThecallhistoryprovidesalistofallofyourrecentcallactivity.Thisincludesinternalcalls,externalinboundandoutboundcallsandmissedcallsthatwerenotanswered.IftheUserhasmultipledevices(extensions/agents)associatedwiththeirprofilethenthehistorywillshowcallsforallthesewhilsttheUserwaslinkedwiththem(InotherwordsthecallhistoryrepresentsthePhoneManageruserratherthanthedeviceonwhichthecalltookplace).Thehistoryisrefreshedafteracallisclearedfromthecurrentextensionphone.

ThecallhistorydoesnotrequirePhoneManagertoberunningtosavethecallinformation-theserverlogsthecallhistorycentrally.

Youareonlyabletoseethelast3monthsofcallhistoryontheclient.

Foreachcallthehistorytabshowsthefollowinginformation:

Name:Thisiseitherthenameofthecontactthathasbeenmatchedtothecallorifnoneisavailablethentheoutsidenumber.Time:Thetimeofdaythatthecallwasmadeorreceived.TalkTime:Thelengthoftimethatthecallwasconnected.RingTime:Thelengthoftimethatthecallwasringing.CLI:Thecallerid(CallingPartyNumber)oroutsidenumber.Thisisonlypopulatedforexternalcalls.DDI:Thedirectnumberdialledbytheinboundcaller.Thisisonlypopulatedforinboundexternalcalls.HuntGroup:Thehuntgroupthatthecallcameinon.Thisisonlypopulatedforinboundexternalcalls.AccountCode:Thisshowsanyaccountcodesthatweresetagainstthecallwhilstinprogress.

Asthemainwindowisresizedthenumberofcolumnsshownwillchangeasthereismorespacetodisplaythese.

Tothelefthandsideofeachentrytheiconshowswhattypeofcallthisis.

Outboundcall

Inboundcall(ThisincludescallsansweredbyvoicemailandinthecaseofDEEcallsansweredbyotherdevicesintheDEEgroup)

Inboundmissedcall

Nexttoeachentry,ontherighthandside,thereareiconstodialthecontactbackandifthesystemhascallrecordingintegrationenabledandtheUserhasplaybackrights,thentheycanlistentotheassociatedcallrecordingforthecall.


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4.4.1 CallRecordingOverviewPhoneManagercanintegrateintoaCallRecordertoprovidedirectaccesstoplaybacktherecordingsfortheUser.Callrecordingcanalsobepaused/resumedtoenablespecificpartsofacalltonotberecorded,forexamplewhencreditcarddetailsarebeingprovided.

Additional3rdpartylicensingmayberequiredtopause/resumecallrecordings.

Playback

CallrecordingscanbeplayedbackfromtheCallHistorytabwithinPhoneManagerbyclickingontothe iconnexttothespecificcall.Thisprovidesadirectlinktotheplaybackpageforthiscall.ToaccesstherecordingtheUsermusthaveavalidaccountonthecallrecorderthatgrantsthemaccesstothecalltheyaretryingtolistento.

Pause/Resume

CallrecordingscanbemanuallypausedandresumedbyconfiguringaToolbarbutton.Thiscanbeonthemainwindowintegratedtoolbaroronanexternaltoolbar.Whenusedonanexternaltoolbarthebuttonhighlightinthebottomrighthandcornerofthebuttonwillchangecolourbasedonthecurrentstateofthecallrecording.

Button State

Greyhighlightshowsthereisnocallcurrentlybeingrecorded.

Yellowhighlightshowsthecallisbeingrecorded.

Redhighlightshowsthecallrecordingispaused.

CallTagging

CallrecordingsoftenhaveseveralcustomfieldsthatcanbepopulatedandPhoneManagerprovidesawaytodothisfromatoolbarbuttonorfromamacro.Theycanbeconfiguredsothataspecifictagfieldandvalueisusedeachtime,oritcanprompttheusertoenteracustomvalueeachtime.

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4.5 PresenceProfilesPresenceProfilesprovidemechanismforcontrollingmanyaspectsofauser'sextension.IfenabledtousePresenceProfiles,eachuserisgivenadefaultsetofprofilesthattheycanaddto,editordeleteastheyrequire.

Profileinformation

EachprofilehasanamewhichwillbevisibletootherusersofPhoneManagerwhenitisselected.TheprofilenamecanthenbesupplementedwithAdditionalInformationthatcanbechangedasrequiredandwillalsobevisibletootherusers.Forexample,theprofile'Inameeting'couldbesupplementedwith'until4pm'toprovideotheruserswithmoreinformationaboutstatus.

IftheprofileselectedisconfiguredtoenableDNDthentheAdditionalInformationwillbeaddedtotheDNDstatustextonthetelephonesystem.

ExtensionControl

EachPresenceProfilecancontrolthefollowingaspectsoftheuser'sprimaryextension:

DoNotDisturbUCDHuntGroupStatusForwardingDynamicExtensionExpress

Whenaprofileischanged,anyextensionstatuschangesareappliedtotheuser'sprimaryextensionandanyextensiontheyhavePhoneManagerconnectedto(apartfromtheDEEcontrolwhichisonlyappliedtotheprimaryextension).FormoreinformationonPresenceProfiles,readthesectiononEditingPresenceProfiles.

Presenceprofilescanonlycontrolwhethereachofyourdevicesisactiveornot(willringornot).Configurationforwhatordertheyringinmustbemadeonthephonesystem.

UsingPresenceProfiles

ThecurrentlyinuseprofileisvisibleundertheusernameatthetopofthemainPhoneManagerwindow.Tochangetheprofileinuse,usethedropdownmenutotherightofthecurrentprofileandselectthenewprofiletoapply.Thecurrentlyselectedprofilewillhaveaticknexttoit.


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Selecting'ManageProfiles;isashortcuttoeditthePresenceProfilesinSettings.

ConfigurationWarnings

Insomescenariosawarningmayappeartowarnofapossibleconfigurationissues.

Whenthewarningtriangleappearsitwillbeforoneofthefollowingscenarios:YourdevicestatusdoesnotmatchyourcurrentPresenceProfileconfigurationWhenthismessagedisplays,itmeansthestatusoftheuser'sPrimaryExtensionisnotasconfiguredonthecurrentlyselectedPresenceProfile.ThiscouldbebecauseamanualchangehasoccurredontheextensionsuchasithasmanuallybeenplacedinDND.Tofixtheconfigurationleft-clickonthewarningtriangleandacceptthepromptthat

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appears.YourextensionwillnotringwiththecurrentlyselectedprofileWhenthismessagedisplaysitmeansthattheextensionthatPhoneManageriscurrentlyconnectedtoisnotconfiguredtoringinthecurrentlyselectedPresenceProfile.Iftheextensionisrequiredtoringtheneditthecurrentprofileorselectanotheronewhereitisconfiguredtoring.


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4.6 ChatOverviewChatisaninstantmessagingstylefeaturethatallowsPhoneManagerUserstoexchangeshortmessageswitheachother.Whenachatsessionisstartedanewconversationiscreatedthatgroupsthemessagessenttogether.IfaUserisofflinewhenachatmessageissenttheywillbenotifiedofnewmessageswhentheynextcomeonline.Payattentiontotheiconforauseryouwishtocommenceachatsessionwith.Thecoloursgiveyouahintastothestatusoftheirphoneandthetypeoficonindicateswhethertheuserislikelytoseeyourchatmessagestraightawayorlateron.

ThishollowGreeniconmeanstheextensionforthisuserisfreebuttheirPhoneManagersoftwareisnotrunningsotheywon'tseeyourmessageuntilthenexttimetheyrunPhoneManager.

or ThissolidGreeniconmeanstheextensionforthisuserisfreeandtheirPhoneManagerisrunningsotheyshouldseeyourchatmessagestraightaway.

or ThissolidRediconmeansthisuserisbusyonacallbuttheyshouldseeyourchatmessagestraightaway.Toinitiateachatsessionrightclickontheuser'siconandselectchatfromthemenu.

Themaximumlengthperchatmessageis2500characters.

Thisiswhatyourchatsessionwouldlooklike.

MessageNotifications

Whenanewmessageisreceivedthentheicononthestartmenuwillturnorange.

Clickingontheiconwilldisplaythenewmessage.Messagesyousendareshownontheleftandmessagesreceivedareshownontheright.Thetimeofthemessageistaggedtotherightofthemessage.

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NexttoeachconversationiftherearenewunreadmessagesthenthenumberofthemwillbeshownagainstUsersconversation.

MultipleChatSessions

MultiplechatsessionsaregroupedbytheUserwhothemessageissenttoorreceivedfrom.EachUserhasthelistofconversationsshownonthelefthandsideandclickingonthenamewillchangetherighthandwindowtoshowthehistory.

HidingChatSessions

ChatsessionscanbehiddentoremovecompletedconversationsfromtheUI.Tohideasessionrightclickontheuseronthelefthandnavigationmenuandselect'HideConversation'.


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4.7 HotKeysOverviewHotKeysenableUserstosetacombinationofkeystrokestoaccesscommonlyusedfeatureswithinPhoneManager.TheconfigurationofthehotkeysisspecifictoeachUser.Thefollowinglistofhotkeyactionsaresupported:

Action Description

Answercall Answersthecallcurrentlyringing.Ifthereareanycallsinprogressthenthisisignored.

Clearcall Clearsthecallthatisconnectedtotheextension.

Directorysearch BringsthemainwindowtothefrontandsetsthefocusandcursortotheSearch or Dialfield.

Donotdisturb TogglestheDNDstateattheextension.Ifnomessageispreconfiguredthenitwillpromptforthemessagetouse.

Highlightanddial Dialsthenumberthatiscurrentlyhighlightedinotherapplications.

Holdorretrieve Ifacallisonholdthenretrievesthecallotherwiseputsitonhold.

Launchcallhistory Bringsthemainwindowtothefrontandsetsthecallhistorytabinfocus.

Launchdialpad Showsthedialpadwindow.

Mute Mutestheaudioforthecurrentcall.IfthisisasoftphonethenbothsidesofthecallaremutedotherwiseonlytheaudiofromtheUsersextensionismuted.SeeSoftphoneLimitations.

Redial RedialsthelastnumberusingtheMitelfeature(defaultcode380).Notsupportedonsoftphone(usecallhistoryinstead),seeSoftphoneLimitations.

RestorePhoneManager Bringsthemainwindowtothefront.

Volumeup Increasesthevolumelevel.SeetheVolumeControlsectionfordetails.

Volumedown Decreasethevolumelevel.SeetheVolumeControlsectionfordetails.

Configuration

Toconfigurethehotkeys:

1. OpentheSettingswindow.2. SelecttheHot Keystab.3. Doubleclickonthehotkeyentrytoconfigure.4. Eachhotkeyneedstobeenabled,checktheEnabledoptiontodothis.5. SelecttheKeytouseforthehotkey.6. ChecktheAlt,Ctrl,Shiftand/orWincheckbox'sthatwillbeusedincombinationtotheKeyselected.7. ClickonApplytosavethechanges/

Alwaysconfigurethehotkeystouseatleast3combinations,forexampleAlt+Ctrl+D.Usingsimplercombinationsmayresultinconflictswithotherapplicationthatarerunningatthesametime.

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4.8 CallBannerProfilesOverviewBannerprofilescontrolhowthePhoneManagertoasterpopupisdisplayedwhencallsarereceivedattheclient.Theinformationthatisdisplayed,thecolourandtextofthetitlebarcanbechangeddependingonaspecificsetofconditionsbeingmetforthecall.Forexample,usingaconditionontheDDInumber,supportlinecallscouldbeshownwithagreenbannerwhilstsalescallswithabluebanner.

Supportlinecallsshownwithagreenbanner. Saleslinecallscouldbeshownwithabluebanner.

Severaldifferentprofilescanbecreatedandtheycanbegivenaprioritysothatiftwobannershaveasimilarconditionthentheonewiththehighestprioritywillbeused.ThisfeaturecanbeusedtoidentifyVIPcallersinordertoimprovecustomerservice.

SeetheCallBannerProfilesectionontheCommunicationServiceserverfordetailsonhowtoconfigurethese.


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4.9 IntegratedToolbarOverviewTheintegratedtoolbarprovidesfivebuttonsonthemainwindowshownunderneaththeSearch or Dialfield.EachbuttoncanbecustomisedbytheUsertosetthelabelshownandwhatactionisperformedwhenthebuttonisclicked.

ThisisonlyavailablewhenrunningwithaProfessionalorhigherlicenseorwhenusingthebuiltinsoftphone.

CustomisingButtons

Toeditthebutton:

1. RightclickthebuttonandselectEdit.2. SelecttheActiontoperformfromtheActiondropdownlist.SeetheButtonActionssectionfordetails.3. EnterthenamethatwillbeshownonthebuttonintheNamefield.4. ConfigureanyParametersifrequiredbytheActionselected.

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5 ProfessionalFeaturesThefollowingsectioncoversthefeaturesthatareavailableintheProfessionallicensedversionofPhoneManager.

ACDAgentControl

AbilityfortheUsertocontroltheirACDstatus.

IntegratedToolbar

Thisprovides5buttonsthatcanbecustomisedonthemainwindow.

Toolbars Thisgiveaccesstothefulltoolbars.

ApplicationSupport

Integrationinto3rdpartyapplicationusingAPIAccess,Macros,TAPI,CommandLineorApplicationSupportPlugins.

CampaignManager

ThisgivesaccesstotheCampaignManagerform.


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5.1 ApplicationSupportPhoneManagercanintegrateinto3rdpartyapplicationsinseveralwaysdependingontherequirementsandfeaturesthataresupportedbytheapplication.ThiscanbeassimpleasHighlight&DialormorecomplexfullcallcontrolandeventsusingAPIAccessorMacrodesign.Thefollowingisthelistofintegrationoptionsavailable.

Method Description

Directories Contactdirectoryimports,todisplayinformationaboutthecalleronthetoaster.

Highlight&Dial DiallingfromotherapplicationsbyselectingthenumberandthenactivatingthedialbyusingHotKeysordoubleclickingonthehighlightanddialicon.

CommandLine Commandlineargumentscanbepassedtotheclientexecutabletoperformactions.

Macros VBScriptmacrosthatcanbeactivatedoncalleventsormanuallybytheUser.

TAPI 1stPartyTAPIdriverforintegrationinto3rdpartyapplications.

ApplicationSupportPlugins

PluginsprovidespecificintegrationtoarangeofwellknownCRMstyleapplications.

Iftheapplicationorversionisnotcurrentlysupportedthencompletetheintegrationrequestprocessandwecaninvestigatethepossibilityofsupportingthisapplication.

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5.1.1 APIAccessOverviewTheclientprovidesAPIcomponentsthatcanbeusedtoembedsomeofthefunctionalityofthePhoneManagerclientintoa3rdpartyapplication.UnliketheotherApplicationSupportoptionstheclientdoesnothavetoberunningtodothis.Allofthecallcontrolseventsandmethodsareavailable,soapplicationscanreacttocallringingeventsandreceivethecalldetailsandthenperformtheirownhandlingofwhattodonext,i.e.screenpopping,diallingoutetc.

Thisdoesrequiredevelopmentworktobeperformedbytheapplicationvendororadministrator.

WhenusingtheAPIthePhoneManagerclientcanberunningatthesametimeandthiswillonlyconsumeasinglelicenseaslongasthePhoneManagerclientandtheapplicationarerunninginthesameusersession.

SeethePhoneManagerAPIreferenceformoreinformation.


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5.1.2 MacrosOverviewPhoneManagerProfessionallicensesupportsascriptinginterfacetoallowVBScriptmacrostobedeveloped.TheycanthenbeconfiguredtotriggeronamanualUseraction,i.e.atoolbarbuttonaction,orautomaticallyonpre-definedcallevents.Thescriptinginterfaceprovidesaccesstothecallinformationthatcanbeusedwithinthescriptandextramethodstocontroltheextensionandotherfeatures,i.e.callrecording.ForexamplethisVBScriptexamplewilldisplayamessageboxwhenanincomingcallisreceivedanddisplaythecallerid:

MsgBox "Call from " & PhoneControl.CLI

SeethePhoneManagerMacroAPIreferenceformoreinformation.

ConfigurationThemacrodesignandconfigurationisavailableforUserswhohavetheAllow macro editingoptionenabledontheirClientProfileontheserver.WithoutthisoptionUserscanonlychangetheEnableevent-drivenmacrosoption.ThiscontrolsifthemacrosthathavebeenassignedtotheUserwillbetriggeredontheassociatedcallevents.Whencreatingnewmacrostheyarefirstdesignedandtestedfromwithinthissection.Whenthisiscompletetheycanbepublishedandthismakesthemavailableontheserver.OncepublishedtheycanthenbeassignedtotherelevantUsers.Acopyismadeofthelocalversionofthemacroandthisthencannotbeedited.Anyupdateswouldneedtobemadeontheoriginallocalversionandthenrepublished.Userswouldthenneedtobereassignedtothisnewpublishedversion.Thisprovidesalevelofsecuritytopreventmacrosbeingdeployedwithoutpermission.ThelistofmacrosshownintheMacro ConfigurationsectiononlyshowsthelocalmacrosnotpublishedtotheserverforthisUser.ToseethelistofpublishedmacrosseetheMacrossectionontheserveruserinterface.Tocreateoreditanewmacro:

1. ClickontheNeworEditbutton.2. EnteraNamethatwillbeusedontheservertoidentifythismacro.3. EnteraDescriptionthatcanbeusedtodetailwhatthismacroisfor.4. Selectthecalleventtoautomaticallytriggerthemacro.

Direction:inbound,outboundorboth.State:callringing,callanswered,callcleared,callclearedonlywhenansweredorusercontrolled(i.e.viaatoolbarbutton).Type:external,internalorboth.

5. EnterthemacrotextintheVBScriptsection.6. UsetheTestbuttontovalidatethesyntax.Ifthereareanyerrorsthenamessageboxwillbedisplayedindicatingthe

error.7. ClickonSavetosavethismacro.

Topublishamacro:

1. Selectthemacrofromthelistofmacrosavailable.2. ClickonPublish.3. Enteranewnameforthemacro,itisrecommendtoincludeaversionorrevisionnumber.4. ClickOk5. Fromtheserveruserinterface,assignthistotherelevantUsers.

Todeleteapublishedmacro:

1. FromtheserveropentheSite->Features->PhoneManager->Macrossection2. SelectthemacroandclickonDelete.

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5.1.3 ApplicationSupportPluginsOverviewPhoneManagerProfessionalLicensecontainspluginsavailablethatareabletodirectlyintegratewitharangeofwellknownCRMandPIMapplications.Thepluginsgenerallyprovidedeeper,moreseamlessintegrationthanothermethodsastheyleveragetheAPIsofthespecificapplication.

Features

Thereare4featuresthatthepluginscanprovide.Dependingontheapplicationthatisbeingintegratedwith,onlysomefeaturesmaybeavailablewithvaryinglevelsofsupportandtheremayneedtobeintegrationworkperformedbytheapplicationvendororadministratorofthesystem.Seetheapplicationintegrationdocumentforthespecificpluginfordetails.

Dialoutdirectlyfromtheapplication:Forexamplehavingadialbuttonnexttoatelephonenumberfield.Screenpopping:Searchingtheapplicationforcontactsthathavematchingcalleridsanddisplayingtherecord.Callhistory:Creatingacallhistoryphonecallactivityintheapplicationwiththecalldetails.CalendarandDNDsynchronisation:ControllingtheDNDstateoftheextensionbaseduponcalendarentriesintheapplication.

ConfigurationToconfigureapluginforoneoftheapplicationsupportfeatures:

1. FromtheApplicationSupportConfigurationsection.2. ClickontheNewbutton.3. FromthelistofApplicationsselecttheapplicationtointegratewith.4. Thiswillthenchangeconfigurationontherighthandsidetoshowthespecificconfigurationrequiredforthis

plugin.Seetherelevantintegrationdocumentfordetails.5. SelecttheFeaturetoenableeither:

ScreenpopCallhistoryCalendar/DNDsync

6. Multiplefeaturescanbeenabledforeachpluginbyrepeatingtheprocessfromstep1.7. Selecttheeventtriggerthatwillcausethefeaturetobeactedon(thisisnotapplicabletoCalendar/DNDsync).

Direction:inbound,outboundorboth.State:callringing,callanswered,callcleared,callclearedonlywhenansweredorusercontrolled(i.e.viaatoolbarbutton).Type:external,internalorboth.

8. ClickonSave.


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5.1.4 TAPIOverviewTheTAPIServiceProvider(TSP)providesa1stPartyTAPIsupportforclientapplications,3rdPartyTAPIisnotsupported.MultiuserenvironmentssuchasTerminalService,RemoteDesktoporCitrixconfigurationsarenotsupportedinthisrelease.TheTSPservicesupportstheTAPIv2andTAPIv3standards.TheTSPonlysupportscallcontroloverthefirstcallatasingledeviceandlimitedevents(new&end)foradditionalcallswillbeprovidedtotheclientapplication.TheTSPcannotbetestedagainsteveryapplicationthatsupportsTAPIduetothedifferentwaysthatitcanbeimplemented.Additionallythefeaturesavailablewithintheclientapplicationaredependentonwhatthe3rdpartyapplicationhasimplemented.TheTSPwillnotnecessarilyworkwitheveryapplicationthathasimplementedTAPIandwouldneedtobeverifiedtoensureproperintegration.TheTSPsupportsthefollowingbasictelephonyfunctionsasdefinedbyMicrosoft.http://msdn.microsoft.com/en-us/library/windows/desktop/ms725522%28v=vs.85%29.aspx#tspi.call_states_and_events_qref

ConfigurationWhenPhoneManagerisinstalledtousetheTAPIfeatureitneedstobeconfiguredinWindows.Todothisfollowthisprocedure:

1. FromWindowsopenthe"PhoneandModem"controlpanelform.

2. SelecttheAdvancedtabandclickontheAddbutton.3. Fromthelistofproviders,selectthe"PhoneManagerTAPIServiceProvider"optionandclickAdd.

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http://msdn.microsoft.com/en-us/library/windows/desktop/ms725522(v=vs.85).aspx#tspi.call_states_and_events_qref

4. ClickClose.TheTAPIdriverisnowreadytouse.5. TotesttheTAPIdriverusingWindowsPhoneDialler,selectStart->Run->dialer6. SelectTools -> Connect Using,selectthe"PhoneManagerTAPILine"andclickOk.

7.WithPhoneManagerrunningmakeacallfromPhoneDialler.8. IfthisissuccessfulthentheTAPIdriverisfunctioningcorrectly.


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5.1.5 CommandLineOverviewTheclientcanberunviathecommandlinetooverridethelocalconfigurationoptionsonstartupandtoperformbasiccallcontrolactionswhilsttheclientisrunning.ForexamplePhoneManager.Client.exe MC: 8889274671,willcausethenumber8889274671todialled.

StartupOptions

Ifnoclientisrunningthenthefollowingargumentscanbeusedtooverridethelocalconfigurationoftheclientwhenitstartsup.Forexampletouseadifferentextensionnumberoradifferentuseraccount.

Tooverridethelocation: /Override:"true"/Location:"Office"

Tooverridetheextension: /Override:"true"/extension:"1001"

Tooverridetheserver&userdetails:

/Override:"true"/Host:"appserver"/Username:"domain\user"/Password:"mypassword"/Override:"true"/Host:"appserver"/Username:"user1"/Password:"mypassword"

RunningOptions

Iftheclientisrunningthenthefollowingargumentscanbeusedtoperformbasiccallcontrolactions.

Call&extensionControlArguments

MC:number:{accountcode} Makesacalltothegivennumber,ifanaccountcodeisprovidedthenthisusedwhenmakingthecall.

ANS Answersaringingcallattheextension.

CC Clearsthecurrentactivecallattheextension.

HC Holdthecurrentactivecallattheextension.

RC Retrievetheheldcallattheextension.

AC:accountcode Settheaccountcodeagainstthecurrentactivecallattheextension.

MD:"{text}" Changesthetoplinedisplayofthescreenonthekeysettothetextvalue,upto16characters.Thisrequiresanexternaltrunkcalltobeinprogress.

DND:"{messagetext}" SetsDNDontheextensionusingthegivenmessagetext,ifnomessagetextisspecifiedthentheextensionisremovedfromDND.

TOGGLEDND ToggleDNDattheextension,soifitisenabledthenremovesitandsetsitifnotenabled.

LN:agentId:{huntgroup} LogstheACDagentidintothegivenhuntgroup.Ifnohuntgroupisprovidedthenallhuntgroups.

LF:agentId:{huntgroup} LogstheACDagentidoutofthegivenhuntgroup.Ifnohuntgroupisprovidedthenallhuntgroups.

VD Decreasesthevolumeattheextension.SeeVolumeControlsectionfordetails.

VI Increasevolumeattheextension.SeeVolumeControlsectionfordetails.

FI:destination Setsanimmediateforwardtothedestination.

FB:destination Setsanforwardonbusytothedestination.

FN Removesanyforwarding.

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FNA:destination Setsaforwardnoanswertothedestination.

FAB:destination Setsaforwardnoanswerbusytothedestination.

TC:destination Performsadirecttransfertothedestination

CallRecordingIntegrationArguments(requirecallrecordingintegrationtobeenabled)

TAG:field:text Tagsthecallrecordingtagfieldwiththetextprovided,overwritinganyexistinginformationinthistagfield.

TAGAPPEND:field:text Tagsthecallrecordingtagfieldwiththetextprovided,appendingthistoanyexistinginformationinthisfield.

PR Pausestherecordingofthecurrentactivecallattheextension.

RR Resumestherecordingofthecurrentactivecallattheextension.


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5.2 ToolbarsOverviewToolbarsallowtheapplicationtobeconfiguredsothatcommonlyperformedactionscanbeperformedatthetouchofabutton.Specificfunctionscanbeprogrammedunderabuttonsuchasansweringacall,taggingacallrecording,oramacrocanbeexecutedformoreadvancedtasks.ToolbarsareconfiguredontheserverandassignedtospecifiedUsers.WhenatoolbarisassignedtheybecomeavailabletotheUsertoopenintheToolbarsmenuonthemainwindow.(PhoneManagerneedstoberestartedto"readin"anynewtoolbarrights)

Multipletoolbarscanbecreatedwithvaryingamountsofbuttonsthatcanhavecustomlabelsandbecolourstohighlightorcategorisespecifictypesofbuttons.Toopenatoolbarselecttheentryfromthetoolbardropdown.

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5.2.1 IntegratedToolbarOverviewTheintegratedtoolbarprovidesfivebuttonsonthemainwindowshownunderneaththeSearch or Dialfield.EachbuttoncanbecustomisedbytheUsertosetthelabelshownandwhatactionisperformedwhenthebuttonisclicked.

ThisisonlyavailablewhenrunningwithaProfessionalorhigherlicenseorwhenusingthebuiltinsoftphone.

CustomisingButtons

Toeditthebutton:

1. RightclickthebuttonandselectEdit.2. SelecttheActiontoperformfromtheActiondropdownlist.SeetheButtonActionssectionfordetails.3. EnterthenamethatwillbeshownonthebuttonintheNamefield.4. ConfigureanyParametersifrequiredbytheActionselected.


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5.2.2 ButtonActionsOverviewThebuttonsthatcanbeusedonatoolbarhavedifferentactionsthatcanbeperformedwhentheyareclicked.Dependingontheactionthenadditionalparametersmayneedtobeconfigured,orinsomecasesiftheyarenotprovidedthentheUserwillbepromptedforthesewhentheyclickthebutton.

Action Parameters Description

ACDendwrap None Endthewrapstateforthisagentandplaceintothefreestate.

ACDstatus Optional:Huntgroup LogstheagentintospecifiedACD Huntgroup. IfnotspecifiedthenlogsintoallACDgroups.Ifalreadyloggedin,thentogglesthestateandlogstheAgentIDoutofthespecifiedHuntgroup,ifnotspecifiedthenlogsoutofallgroups.

Answercall None Answersaringingcallattheextension.

ChangecallerID Optional:Number ThischangestheoutgoingCallerID(CLI)(orCallingPartyNumber(CPN))thatispresentedwhenoutsidecallsaremadefromthisextension.ThefeatureneedstobeenabledonthePBXandthenumberpresentedneedstobeallowedbythenetworktrunklineprovider.

Clearcall None Clears(orhangsup)thecallthatisconnectedtotheextension.

Dialdigits Optional:Digits SendsthespecifiedDigitstotheextension.IfnotspecifiedthenpromptstheUserforthedigits.

Donotdisturb(DND) Optional:NumberOptional:Text

IftheextensionisalreadyintheDNDstatethenDNDisswitchedoff.IfnotinDNDthentheextensionisplacedintoDNDusingthemessageNumberandthemessageTextifspecified.IfnotspecifiedthentheUserispromptedtoentertextassociatedwiththemessage.

Enableeventdrivenmacros None Enablesordisableseventdrivenmacros.

Featurecode Optional:CodeOptional:Parameter

ThisrepresentsanyfeaturecodethatisavailableontheMiVoiceOffice250PBX.ThelistoffeaturecodesavailableisdownloadedautomaticallyfromtheMiVoiceOffice250PBXalongwiththedescription.

ThiswillsetthefeatureCodespecifiedorprompttheUsertoenterthefeaturecodenumber.SomefeaturecodescanacceptadditionalParametersandthiscanbeconfiguredbuttheUsercannotenteradditionalparametersifnotspecified.

Headsetmode None Enablesordisablesheadsetmodeonthe

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extension.

Holdcall None Holdsthecallthatiscurrentlyconnectedtotheextension.

Makecall Optional:Number MakesacallfromtheextensiontotheNumber.IftheNumberisnotspecifiedthentheUserispromptedtoenteranumber.

Pause/resumecallrecording None Thispausesorresumesthecallrecordingfortheactivecallontheextension.(Requirescallrecordingintegrationtobeenabled).

Playprompt Optional:CRA IfthePBXhasanIVRsystemconnectedthenthiswillconferenceintheIVRdevicenumberconfiguredintothecurrentcall.

Recordcurrentcall Optional:Mailbox ThisinitiatesaRecord-A-CallforthiscallandstorestherecordingintheMiVoiceOffice250VoiceMailboxprovided.IfnoMailboxisprovidedthentheUserispromptedtoenteravalidmailboxnumber.

Redial None PerformsaredialattheextensionusingthePBXredialfeaturecode.

Retrievecall None Retrievesaheldcallattheextension.

Runexecutable Required:PathOptional:Arguments

ThisenablesanyapplicationinstalledonthePCtoberun.ThePathneedstobesettothefullpathandfilenameofthefiletorunandifthereareanyArgumentstopassthenthiscanbeconfigured.

Runmacro Required:MacroID RunsthepublishedmacrowiththeMacroID.

Screen-popapplication Required:AppID RunstheapplicationsupportscreenpopforthegivenAppID.

Sendtovoicemail None Sendsthecallringingattheextensiondirectlytovoicemail.

Setaccountcode Optional:Code SetsanaccountCodeagainstthecurrentcallattheextension.IfnotspecifiedthentheUserispromptedtoenteracode.

Setaccountcodeonmonitor Optional:Code WhenasupervisorissilentmonitoringacallthiswillsetanaccountCodeagainstthecallbeingmonitored.IfnotspecifiedthentheUserispromptedtoenteracode.

Tagcall Optional:Text ChangesthetoplinedisplayofthescreenonanextensiontotheTextvalue,upto16characters.Thetextenteredwillthenfollowthecallwhentransferred.

Tagrecording Required:FieldOptional:Tag

TagsthecallrecordingtagFieldwiththeTagprovided,overwritinganyexistinginformationinthistagfield.(Requirescallrecordingintegration


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tobeenabled).

Transfercall Optional:Destination Performsadirect(blind)transfertotheDestination.IftheDestinationisnotprovidedthentheUserispromptedtoenteradestination.

Volumedown None Decreasesthevolumeattheextension.SeeVolumeControlsectionfordetails.

Volumeup None Increasesthevolumeattheextension.SeeVolumeControlsectionfordetails.

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5.3 CampaignManagerOverviewPhoneManageristhemainuserinterface(UI)forusersmakingoutboundcallsfromCampaignManager.PhoneManagerprovidesadedicatedCampaignManagerformthatprovidesallfunctionsandinformationnecessary.

TheusermustbeconfiguredwithaProfessionalorTeam Leaderlicensetousethisfeature.

Toaccesstheformclickonthe iconshownonthemainPhoneManagerwindowtoolbar.

IfthisisnotdisplayedthencheckthattheuserhastheCampaign Managerclientprofileoptionenabledontheiraccount.

Whenmakingoutboundcallsthereisoftenaneedtointeractwithathirdpartypieceofsoftware.ThismaybebecausethereisadditionalinformationthattheuserneedstoseewhenonthecallorbecausetheuserneedstoupdatedataoraprocessoutsideCampaignManager.Tocaterforthesedifferentrequirements,PhoneManagercandisplaytheCampaignManagerforminoneofthreeviews:

1.Minimizedview:Usedwhenscreenpopping/usingthirdpartyapplications.TheCampaignManagerUIbecomesmoreofatoolbarleavingspaceonthescreenforotherapplications.WhenusingthismodethenormalPhoneManagerplugins/macroscanbeusedtoscreenpopthirdpartyapplications.

2.Contactdetailsview:Usedwhennothirdpartyapplicationsarerequired.TheCampaignManagerUItakesupthewholescreenandprovidestheuserwitheasyaccesstoallthefeaturesoftheform.

3.Embeddedwebpageview:Usedwhenthethirdpartyapplicationsinterfaceisawebpage.TheCampaignManagerhasanembeddedbrowserthatwillloadthewebinterface.

TheembeddedwebpageusesaChromebrowserengine.Ifthereareproblemswithrenderingonscreenpoppingthentheminimizedviewcanalwaysbeusedalongsideafullbrowserwindow.

EndUserFeatures

TheCampaignManagerformwithinPhoneManagerissplitintofourmainsections.Dependingontheviewchosenthesectionswillappeardifferentlytotheenduser.

User Productivity

Theuserproductivitysectiondisplaystotheusertheirdailyproductivityonthesystem.Thestatisticsdisplayedoutlinethenumberofcallstheyhavemadeandhowsuccessfultheyhavebeenatgettingthroughtotherightpersonandthenconvertingtheleadintoasale.

Thestatisticsshownareforallcampaignstheuserhasbeenworkingonthatday.Thestatisticswillupdateoncethecallhasfinishedwrapup.

Dependingonhowbusythedatabaseistheremaybeadelayinthestatisticsupdatingontheusersscreen.

Contact Details

Thecontactdetailspagegivestheuserasmuchinformationaspossibleaboutthepersontheyarecalling.Atthetopofthesectionitdisplaysthecontactsnameandtheresultofthelastcallthatwasmadetothem.Thecontactsdetailsarethenpresentedinthreeways:

ImportedFields,fields1to10fromtheimporteddataareshowntotheuserhere.Ifthereiskeyinformationaboutthecontactthattheuserneedstoknowtheycanreaditfromthissectionasthecallisinprogress.


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Callhistory,acompletehistoryofallcallstothecontactarelistedhere.Thisgivestheuseranideaofhowoftenthecontacthasbeencalledandallowsthemtohaveknowledgeaboutpreviouscallsifthecontactmentionsit.Notes,thenotessectionprovidesanoptionalwayofaddinginformationtoacontactrecordduringacall.Theinformationwillthenbeavailabletoanyonecallingthatcontactrecordinthefuture.

FormoreinformationonthePhoneManagerUIinrelationtothediallingprocesspleasereferencetheCampaignManagerhelp.

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6 TeamLeaderFeaturesThefollowingsectioncoversthefeaturesthatareavailableintheTeamLeaderlicensedversionofPhoneManager.

AlarmNotifications ProvidesnotificationstotheUserwhenanyalarmsaretriggeredonthesystem.

HuntGroupStatus Providesvisibilityofthestatusofahuntgroupicon.

UserControl Abilitytosetthestatusofotherdevices,includingACD,DNDandForwardstate.

SilentMonitoring LetstheUserscontrolsilentmonitoringofUsers.ThisrequiresspecificprogrammingonthePBX.

VoicemailMessages EnabletheUsertoseethenumberofVoicemailmessagesforadevice.

GlobalDirectoryManagement

EnabletheUsertoadd/edititemsinaglobaldirectory.


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6.1 AlarmNotificationsOverviewAlarmsgeneratedonthePBXcanbesenttoTeamLeaderclientstonotifythemthattheyhaveoccurred.SpecifiedalarmsthatwillbesenttotheTeamLeaderUsersisconfiguredintheAlarmssectionontheserver.WhenanalarmisraisedtheclientwilldisplayanalertwindowandtheUsercandismissthealarm.TheUsermayalsobeabletoclearthealarmfromthePBXiftheextensiontheyareassociatedwithisprogrammedasanAdministrator.Asanalternativetoapopupalarmform,thesystemcanalsosendalarmsbyemail.

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6.2 HuntGroupStatusOverviewTeamleaderlicenseUserscanbeprovidedwithinformationabouthuntgroups.ThisgivestheUserdetailsonthenumberofcallsqueuingandringingatanyhuntgroupsthattheyhaveintheircontactlist.


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6.3 UserControlOverviewTeamleaderprovidestheUserwiththeabilitytocontrolanotherUsersextensionandcanperformsilentmonitoractions(requiresMiVoiceOffice250programmingtoenablesilentmonitorpermissionsfortheextensionassociatedwiththePhoneManagersession).Thecontrolactionsthatareavailableare:

DNDcontrolEnablinganddisablingDND

ACDcontrolLoggingagentsoutofACDhuntgroupsLoggingagentsintoACDhuntgroups

ForwardstatecontrolSettingforwardingRemovingforwarding

Silentmonitor(thisisdependentonthePBXprogramming)StartasilentmonitorStartacontinuoussilentmonitor

Tocontrolanotherextension,fromtheContactswindowrightclickontothedeviceandthiswilldisplayamenuwheretheactioncanbeselected.Dependingonthetypeofdeviceanditscurrentstatethelistofavailableactionsmaychange.

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7 SettingsOverviewThesettingssectionontheclientprovidestheUserwiththeabilitytobeabletoconfigurehowtheclientsconnectsandinteractswiththesystem.Thisincludesthefollowingoptions.

Connection Configurationandconnectionsettingsforhowtheclientwillconnecttotheserverfrombothlocalandremotelocationsandhowtheirextensionnumberisassigned.

UserPreferences Configurationoptionsforauser'spersonalsettings.

PresenceProfiles Add/Edit/RemovePresenceProfiles.Note:onlyvisibleifauserhasbeenconfiguredtousePresenceProfilesontheserver.

Softphone Optionstoconfiguretheaudiosources,codecsandqualityofspeechwhenPhoneManagerisrunninginsoftphonemode.

HotKeys Thehotkeyconfigurationandassignment.

Macros Enablingevent-drivenmacrosandaccessthemacrodesigner.

ApplicationSupportPlugins

ConfigurationofthepluginsforCRMintegration.

Diagnostics Optionsforenablingdiagnosticsandtroubleshooting.


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7.1 ConnectionOverviewTheconnectionsettingsenablestheUsertoconfigurehowtheclientwillconnectbacktotheserver.Theoptionsshownherewillhavebeenpreconfiguredduringtheinstallationprocess,seetheConfigurationsectionformoredetails,whentheclientwasfirstinstalledandconnected.

General

Thegeneralsectionconfigureshowthiscomputerwillbeusedandthedefaultoptionstoconnect.IfthePCthattheclientisinstalledonremainsinthesamephysicallocationandusesthesameconnectiondetailsallofthetimethenchecktheIsthelocationofthisPCstatic?option.ThisconfigurestheclienttoalwaysusetheconnectionsettingsfromtheDefaultLocation.IfthePCdoesmove,forexamplethisisalaptop,thenunchecktheIsthelocationofthisPCstatic?option.Thiswillconfiguretheclienttoalwayspromptforthelocationdetailstoconnectwitheachtimethatitstarts.ThisisalsoanappropriatesettingforusewithaTerminalServer(TS)orCitrixServer.

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7.1.1 LocalConnectionOverviewThelocalconnectionssettingsconfigureshowtheclientwillconnectwhentheyusethelocal/officelocationtoconnect.

ServerConnection

TheAvailablehostswindowshowsalistofalltheserversthattheclienthasfoundbybroadcastingonthelocalnetwork.Iftheserverisnotonthesamelocalsubnetastheclientthenitmaynotbedisplayed.SelectinganentryfromtheAvailablehostswillpopulatetheHostaddressentryoriftheserverisnotshownthenitcanbeenteredmanually.TheclientwilltryandconnectusingthecredentialsoftheUserwhoisloggedintothePC.IfthisisnotcorrectthenchecktheOverridelogindetailsandentertheUsernameandPassworddetailstouse.

IfoverridingaWindowsaccountthenentertheUsernameintheformatDOMAIN\User.

WhenusingWindowsauthenticationandnotusingOverridelogindetailsifthereisanotherconnectiontotheCommunicationServiceserverwithalternatedetailsthentheconnectionmayfailorconnectwithanincorrectaccount.ForexampleiftheUserhasamappednetworkdriveconnectedusingalternatecredentialsthenWindowswillstorethesedetailsinthe"WindowsCredentialManager".ThesestoreddetailswillbeusedbyPhoneManagertoconnectwith.TopreventthisfromhappeningdonotconnecttothesameserverasPhoneManagerwithalternativecredentials.

ConnectionsthroughwebproxiesarenotsupportedandtheCommunicationServiceservershouldbeaddedtoanyrelevantexclusionlist.Failuretodosomayresultinclientsnotbeingabletoconnect.

ExtensionDetails

TheExtensiondetailssectioncontrolswhatextensionwillbeassignedtothisclientwhenitconnects.Thereare3optionsavailable:AlwaysusetheextensionassignedtomyuseraccountThiswillusetheextensionthathasbeenconfiguredagainsttheUserintheserver.IfthisisselectedbuttheUserdoesnothaveanextensionassignedthentheywillbepromptedwhentheyconnect.TheextensionwillthenbepermanentlyassociatedwiththeUser.AnycallsthataremadeonthisextensionevenwhentheclientisnotrunningwillbeassociatedwiththisUser.ThismeansthattheywillbeshowninthecallhistorywhentheUsernextopenstheclient.EveryonewhousesthiscomputersharesthesameextensionnumberThiswillforceeachUserwhorunstheclientonthisPCtousetheextensionnumberconfiguredintheExtensionfield.TheextensionwillonlybetemporarilyassignedtotheUserwhilsttheclientisconnected.ThismeansthatanycallsmadeonthisextensionwhentheclientisnotopenwillnotshowupontheUserscallhistory.CallsmadeontheextensionwillbeassignedtotheUserwho'sclientiscurrentlyrunning.ThisshouldbeusedwhentherearedifferentUsersusingthesamecomputerandextensionatdifferenttimes.Everyonewhousesthiscomputerusesadifferentextensionnumber(i.e.TS/Citrix/PBXhotdesking)ThiswillprompttheUsereachtimethattheclientstartsfortheextensionnumbertouse.TheextensionwillonlybetemporarilyassignedtotheUserwhilsttheclientisconnected.ThismeansthatanycallsmadeonthisextensionwhentheclientisnotopenwillnotshowupontheUserscallhistory.Thisshouldbeusedwhentheclientisinstalledinamultiuserenvironment,forexampleMicrosoftTerminal/RemoteDesktopServices,CitrixXenApp,VMWareVirtualDesktopInfrastructure(VDI)orwhenusingAgentHotDesking.


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