Toshiba IP edge General Description Manual page 46

Unified Communications
Call Manager
ACD Viewer
The Call Manager is tightly integrated with the ACD from Toshiba. The Call Manager ACD
Viewer enables users connected to ACD to view the status of all ACD groups in which they
belong. This additional functionality does not require MIS software to be installed. Call Manager
shows the operating status of each group. Each group view can be expanded to see the number of
calls and the status of each of the agents and supervisors in the group. Each group contains a "My
Status" icon showing your own status in the group (logged in, logged out, busy, in wrap-up, etc),
and the status can be changed by right-clicking on the icon.
Dialer
Call Manager Dialer enables users to easily schedule phone calls to be placed later. For example,
when a sales representative arrives in the morning he may know he needs to make calls to 15 of his
customers, so from Microsoft® Outlook® he can drag and drop the contact information of all 15
of the customers into Dialer. When the designated time arrives for each call to be placed the user
will be presented with a pop-up screen alerting him that it is time to place the call. Once the call is
finished, the user will be presented with another pop-up screen requesting information about
whether the call was successful and if not whether it should call again later (for example if the
party was busy). The Personal Power Dialer displays all calls yet to be placed as well as calls that
have recently been completed, plus as the status of the dialers and the phone.
Web Browser
The Call Manager provides an integrated web browser window for access to Internet or Intranet
locations, or direct access to local HTML files. In addition to basic browsing, you can create
custom web applications to extend the functionality of Call manager for your business. For
example, your call center could have incoming calls automatically open the Call Manager browser
window to a "Caller Survey" page. The Call Survey page could display information about the
caller and display an answering script the agent could use to guide the conversation. The web page
might also allow the agent to enter answers from the caller into HTML forms and submit the
results to a company web server.
More Buttons
Call Manager has many different User Programmable buttons on the main screen and side window.
These buttons can be easily configured by the user as DSS buttons, Feature buttons, Speed Dial
buttons, User Action buttons, ACD buttons, etc. This provides the user with one-touch access to
features, applications, files, phone numbers, employees and more.
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IPedge General Description 03/16