Avaya IP Office 3.2 User Manual
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Avaya IP Office 3.2 User Manual

Avaya IP Office 3.2 User Manual

Phone manager
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IP Office 3.2
Phone Manager User Guide
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15-600988 Issue 14b (14
June 2006)

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Summary of Contents for Avaya IP Office 3.2

  • Page 1 IP Office 3.2 Phone Manager User Guide 15-600988 Issue 14b (14 June 2006)
  • Page 2 While reasonable efforts were made to ensure that the information in this document was complete and accurate at the time of printing, Avaya Inc. can assume no liability for any errors. Changes and corrections to the information in this document may be incorporated in future releases.

  • Page 3: Table Of Contents

    Working with Queues ..........................39 The Queue Tab..........................40 Voicemail ..........................41 Overview ..............................41 Listening to your Messages ........................42 The Messages Tab ..........................43 The Voicemail Tab ..........................43 Personal Greetings..........................44 Phone Manager User Guide Page iii IP Office 3.2 15-600988 Issue 14b (14th June 2006)
  • Page 4 Configuring the Voicemail Options .....................98 Setting your Preferences ........................99 Overview............................99 Turning Voicemail On or Off.......................99 Turning Voicemail Ringback On or Off ....................99 Taking Your Calls at another Extension ...................100 Page iv Phone Manager User Guide 15-600988 Issue 14b (14th June 2006) IP Office 3.2...
  • Page 5 Using Phone Manager in Compact Mode..................107 Loading a Skin ..........................109 Default Sizing...........................109 Appendix..........................111 Hints & Tips............................111 Tool Bar Icons ............................112 Short Cut Keys .............................114 Glossary..........................115 Index............................119 Phone Manager User Guide Page v IP Office 3.2 15-600988 Issue 14b (14th June 2006)

  • Page 7: Introduction

    Any reference in the guide that indicates a feature is only available for Phone Manager Pro then the feature is also available for Phone Manager PC Softphone. Further information about Avaya IP Office is available from www.avaya.com/support and also from www.avaya.com/ipoffice/knowledgebase.

  • Page 8: What's New

    There are more options on when and where to forward your calls. For more information, see Setting your Forwarding Options.  Screen buttons The menu buttons Configure and Functions have been replaced with the File, View and Actions menu buttons. Page 2 Phone Manager User Guide 15-600988 Issue 14b (14th June 2006) IP Office 3.2...

  • Page 9: Phone Manager Feature Comparison

    *View the status of an internal user, for example online *Send Instant Messages (IM) to an internal user. * These features are only available when Microsoft Live Communications Server (LCS) is also available. Phone Manager User Guide Page 3 IP Office 3.2 15-600988 Issue 14b (14th June 2006)

  • Page 10: Starting Phone Manager

    There might be network problems. For more information, see your system administrator.  Your telephone might not be connected to or logged on to the telephone system. Page 4 Phone Manager User Guide 15-600988 Issue 14b (14th June 2006) IP Office 3.2...

  • Page 11: Logging In As An Agent

    6. If you want to login with a different extension number from that of your physical extension check Login/Logout. 7. Select the base extension number that you want Phone Manager to be associated with. 8. Click OK to open Phone Manager Phone Manager User Guide Page 5 IP Office 3.2 15-600988 Issue 14b (14th June 2006)

  • Page 12: The User List Window

    3. Click the required entry. The Name and Number fields are completed. 4. Click OK to return to the Login window. The details you selected are entered in the User Name\Extn field. Page 6 Phone Manager User Guide 15-600988 Issue 14b (14th June 2006) IP Office 3.2...

  • Page 13: Selecting A Different Ip Office Control Unit

    1. Click the IP Office Control Unit in the listing. 2. Click OK. If the required IP Office system is not listed contact your system administrator. Phone Manager User Guide Page 7 IP Office 3.2 15-600988 Issue 14b (14th June 2006)

  • Page 15: Main Window

    Select to run Phone Manager in full or compact mode. Also select the display language and whether to show or hide the tool bar. The Phone Manager skin can be changed from this menu and access to the preferences. Phone Manager User Guide Page 9 IP Office 3.2 15-600988 Issue 14b (14th June 2006)
  • Page 16 Keyboard shortcuts for the functions are also shown.  Help Access the help system and details about Avaya IP Office Phone Manager. For more information, see Getting Help. Tool Bar The icons on the tool bar provide short cuts for options that are frequently used. For more information, see Tool Bar Icons in the Appendix.

  • Page 17: The Call Details Area

    This column shows the name that is associated with the called number in the directory on the main system or your local directory. The Local Directory is only available in Phone Manager Pro. Text that was entered to identify the call. Phone Manager User Guide Page 11 IP Office 3.2 15-600988 Issue 14b (14th June 2006)

  • Page 18: The Call History Panel

    Script - Displays the text configured in the script file field in a directory entry. For more information, see The Script Tab.  Account Codes - Displays icons for calls with accounts codes. For more information, see The Account Codes Tab. Page 12 Phone Manager User Guide 15-600988 Issue 14b (14th June 2006) IP Office 3.2...
  • Page 19 Clear - All the call information listed in the current tab is cleared. Clear All tabs - All the call information listed in the In, Out, Missed and All tabs is cleared. Phone Manager User Guide Page 13 IP Office 3.2 15-600988 Issue 14b (14th June 2006)

  • Page 20: The In Tab

    The length of time that the call rang. Hold Time The length of time that the call was on hold. Call Duration The total length of time that the call lasted. Page 14 Phone Manager User Guide 15-600988 Issue 14b (14th June 2006) IP Office 3.2...

  • Page 21: The Out Tab

    The date and time that the call happened. Hold Time The length of time that the call was on hold. Call Duration The total length of time that the call lasted. Phone Manager User Guide Page 15 IP Office 3.2 15-600988 Issue 14b (14th June 2006)

  • Page 22: The Missed Tab

    Text that was entered to identify the call. Any calls that you annotate have the text recorded in this area. Date & Time The date and time that the call happened. Page 16 Phone Manager User Guide 15-600988 Issue 14b (14th June 2006) IP Office 3.2...

  • Page 23: The All Tab

    Text that was entered to identify the call. Any calls that you annotate have the text recorded in this area. Date & Time The date and time that the call happened. Phone Manager User Guide Page 17 IP Office 3.2 15-600988 Issue 14b (14th June 2006)

  • Page 24: The Door Tab

    The relay is pulsed open for 5 seconds. The door buttons are only available when they have been configured. For more information, see Activating the Door Release Buttons. Page 18 Phone Manager User Guide 15-600988 Issue 14b (14th June 2006) IP Office 3.2...

  • Page 25: Call Handling

    How to see the number of calls that are held in a queue and answer a queued call. For more information see Working with Queues. Phone Manager User Guide Page 19 IP Office 3.2 15-600988 Issue 14b (14th June 2006)

  • Page 26: Answering A Call

    2. When you have finished the call click 3. Your original call is still being held. To return to the original call click the call in the Call Details area. Page 20 Phone Manager User Guide 15-600988 Issue 14b (14th June 2006) IP Office 3.2...

  • Page 27: The Status Tab

    If the Status tab does not come to the front when a call is answered, the Phone Manager settings need to be changed. For more information, see Changing General Phone Manager Options. Phone Manager User Guide Page 21 IP Office 3.2 15-600988 Issue 14b (14th June 2006)

  • Page 28: Making A Call

    If the caller has left a voicemail message, the Messages tab in the Call History pane indicates you have a new message. For more information, see Listening to your Messages. Page 22 Phone Manager User Guide 15-600988 Issue 14b (14th June 2006) IP Office 3.2...

  • Page 29: Using The Call Window

    5. If the number is available, click Call. The telephone number entered is called. Note  The Tag feature is only available for internal calls and is not supported for VoIP extensions. Phone Manager User Guide Page 23 IP Office 3.2 15-600988 Issue 14b (14th June 2006)

  • Page 30: Ending A Call

    When you have finished your conversation or left a Voicemail message you need to end the call. There are several ways to end a call. To end a call:  Click  Replace the handset.  Press End on your keyboard. Page 24 Phone Manager User Guide 15-600988 Issue 14b (14th June 2006) IP Office 3.2...

  • Page 31: Transferring A Call

    Their call status changes from being on hold to being your current call. 4. To transfer the call, click Alternatively, you can press Home or replace the handset. Phone Manager User Guide Page 25 IP Office 3.2 15-600988 Issue 14b (14th June 2006)

  • Page 32: Transferring A Call Unsupervised

    210 has not been answered. The speed dial associated with extension 280 is dragged over the incoming call. When the speed dial is dropped, extension 210 is connected to extension 280. Page 26 Phone Manager User Guide 15-600988 Issue 14b (14th June 2006) IP Office 3.2...

  • Page 33: Transferring A Caller To Voicemail

    As you type each letter of the name the directory list is automatically truncated to show only those names that match the letters typed in the Name field. Phone Manager User Guide Page 27 IP Office 3.2 15-600988 Issue 14b (14th June 2006)

  • Page 34: Reclaiming A Call

    You can only reclaim a call that is presented to a Phone Manager user but not answered. To reclaim a call:  Click Actions > Reclaim. Alternatively, press Subtract on your keyboard. Page 28 Phone Manager User Guide 15-600988 Issue 14b (14th June 2006) IP Office 3.2...

  • Page 35: Holding A Call

    If you have a call on hold and start to make another call and change your mind, you can use Clear to cancel the outgoing call. To Clear a Call:  Click Actions > Clear Alternatively, press ESC on your keyboard. Phone Manager User Guide Page 29 IP Office 3.2 15-600988 Issue 14b (14th June 2006)

  • Page 36: Parking A Call

    1. Click the park button displaying the parked call in the Call Park area. Alternatively, click Actions > Park/Unpark. 2. You are connected to original caller. Page 30 Phone Manager User Guide 15-600988 Issue 14b (14th June 2006) IP Office 3.2...

  • Page 37: Recording A Call

    Alternatively, click Actions > Stop Recording or press F5. Warning - Refer to your local regulations in relation to recording calls. If Advice of Call Recording (AOCR) is required, see your system administrator. Phone Manager User Guide Page 31 IP Office 3.2 15-600988 Issue 14b (14th June 2006)

  • Page 38: Using The Conference Feature

    To remove a member from a conference: 1. Click the Conference tab in the Call History area. 2. Right-click the conference member. 3. Select Hang-up. Page 32 Phone Manager User Guide 15-600988 Issue 14b (14th June 2006) IP Office 3.2...

  • Page 39: The Conference Tab

    . This automatically opens Internet Explorer. 2. Type the Conference ID and PIN No as supplied by the host who booked the conference. 3. Click Login. Phone Manager User Guide Page 33 IP Office 3.2 15-600988 Issue 14b (14th June 2006)

  • Page 40: Account Codes And Pin Restrictions

    To assign an account code during a call: 1. During the call click Actions > Account Code. The Account Code window opens. 2. Select the appropriate account code. 3. Click OK. Page 34 Phone Manager User Guide 15-600988 Issue 14b (14th June 2006) IP Office 3.2...

  • Page 41: The Account Codes Tab

    Export - Export the account code speed dials icons. The speed dials are saved in a file called AccountCodeSpeeddials.CSV. The file location is My Documents\Avaya\IP 400\PhoneManager. The file name and location can be changed if required.  Import - Import the account code speed dial icons.

  • Page 42: Creating An Account Code Speed Dial

    6. Select the Account Code to be associated with the telephone number from the drop down list. This option is unavailable if PIN restrictions are used. 7. Click OK. Page 36 Phone Manager User Guide 15-600988 Issue 14b (14th June 2006) IP Office 3.2...

  • Page 43: Working With Pin Restrictions

    Re-enter the PIN as prompted. If the problem persists contact your system administrator. Note  If you need to re-dial the number, you need to re-enter the valid PIN. Phone Manager User Guide Page 37 IP Office 3.2 15-600988 Issue 14b (14th June 2006)
  • Page 44 External. 8. Click OK. 9. Test the speed dial. If an invalid PIN was entered the message 'Call Failed - Account Code Required' is shown. Page 38 Phone Manager User Guide 15-600988 Issue 14b (14th June 2006) IP Office 3.2...

  • Page 45: Working With Queues

    If you double-click on the wrong Queue or are presented with a queued call that you cannot deal with you can use the Clear (Esc) function to refuse the call and return it to the queue. Phone Manager User Guide Page 39 IP Office 3.2 15-600988 Issue 14b (14th June 2006)

  • Page 46: The Queue Tab

    You can select the hunt groups that you want to monitor. The hunt group must already exist on the system and must have queuing enabled. For more information, see Selecting Queues to Monitor. Page 40 Phone Manager User Guide 15-600988 Issue 14b (14th June 2006) IP Office 3.2...

  • Page 47: Voicemail

    For more information, see Using Personal Greetings Overview. Note  If voicemail is unavailable on your extension, ensure that the voicemail option is selected. For more information, see Configuring the Voicemail Options. Phone Manager User Guide Page 41 IP Office 3.2 15-600988 Issue 14b (14th June 2006)

  • Page 48: Listening To Your Messages

    To Listen to a specific message: 1. Click the Voicemail tab. All your messages are listed. 2. Double-click the message that you want to listen to. Page 42 Phone Manager User Guide 15-600988 Issue 14b (14th June 2006) IP Office 3.2...

  • Page 49: The Messages Tab

    The Voicemail tab lists all new, old and saved messages. For more information, see Listening to your Messages. indicates that the message has not been listened to. indicates that the message has been listened to. Phone Manager User Guide Page 43 IP Office 3.2 15-600988 Issue 14b (14th June 2006)

  • Page 50: Personal Greetings

    2. Assign the greeting. For more information, see Using Personal Greetings. Note  Not all options are configurable by all users. For more information, see your system administrator. Page 44 Phone Manager User Guide 15-600988 Issue 14b (14th June 2006) IP Office 3.2...

  • Page 51: Recording Greetings

    7. Pick up your telephone handset. A message is played 'record at the tone'. Start speaking your greeting at the tone. 8. Replace your handset or click when you have finished recording. Phone Manager User Guide Page 45 IP Office 3.2 15-600988 Issue 14b (14th June 2006)
  • Page 52 7. Pick up your telephone handset when it rings. The greeting that you selected is played. 8. Replace your telephone handset when the greeting message finishes. Page 46 Phone Manager User Guide 15-600988 Issue 14b (14th June 2006) IP Office 3.2...

  • Page 53: Ip Office 3.2 15-600988 Issue 14B (14Th June

    For more information, see Assigning Personal Greetings. Phone Manager User Guide Page 47 IP Office 3.2 15-600988 Issue 14b (14th June 2006)
  • Page 54 3. Assign the greetings that you have recorded. Greetings can be:  Temporary. For more information, see Assigning a Temporary Greeting.  Personal. For more information, see Assigning Personal Greetings. Page 48 Phone Manager User Guide 15-600988 Issue 14b (14th June 2006) IP Office 3.2...

  • Page 55: Assigning A Temporary Greeting

    3. Select the required temporary greeting from the list. 4. Select the number of days that the greeting is to be used. 5. Click OK to save your changes. Phone Manager User Guide Page 49 IP Office 3.2 15-600988 Issue 14b (14th June 2006)

  • Page 56: Assigning Personal Greetings

    When you assign a personal greeting for more than one call type, the greeting used for any call is decided using an order of priority. The priority order is shown in the flow chart. Page 50 Phone Manager User Guide 15-600988 Issue 14b (14th June 2006) IP Office 3.2...
  • Page 57 2. Click Configure Personal Greetings. The Personal Greetings window opens. 3. Select the required greeting from the list for the different call types. 4. Click OK to save your changes. Phone Manager User Guide Page 51 IP Office 3.2 15-600988 Issue 14b (14th June 2006)

  • Page 58: Entering Transfer Options

    3. Click OK to save the information. 4. Record a greeting to inform a caller about the transfer options available. For more information, see Recording Greetings. Page 52 Phone Manager User Guide 15-600988 Issue 14b (14th June 2006) IP Office 3.2...

  • Page 59: Personal Distribution Lists

    4. Click the PDL that you want to see the members of. The extension numbers are shown in the panel under the lists of PDLs. Phone Manager User Guide Page 53 IP Office 3.2 15-600988 Issue 14b (14th June 2006)

  • Page 60: Editing A Personal Distribution List

    Right-click in the blank area beneath the List name.  Click Add.  Click an extension number or name. 5. Click Update to save all your changes. Page 54 Phone Manager User Guide 15-600988 Issue 14b (14th June 2006) IP Office 3.2...

  • Page 61: Creating A Personal Distribution List

    If the message 'You can only create your own lists' is shown, click OK. Select your mailbox from the drop down list in the top left of the window and click Create. Phone Manager User Guide Page 55 IP Office 3.2 15-600988 Issue 14b (14th June 2006)
  • Page 62 Your PDL is shown in the left panel. If the message 'You can only create your own lists' is shown, click OK. Select your mailbox from the drop down list in the top left of the window and click Create. Page 56 Phone Manager User Guide 15-600988 Issue 14b (14th June 2006) IP Office 3.2...

  • Page 63: Using A Personal Distribution List

    8. Press # to send the message. You hear a confirmation message that the delivery is scheduled. Your message is sent to all the extensions in the PDL. Phone Manager User Guide Page 57 IP Office 3.2 15-600988 Issue 14b (14th June 2006)
  • Page 64 8. Press # to send the message. You hear a confirmation message that the delivery is scheduled. Your message is sent to all the extensions in the PDL. Page 58 Phone Manager User Guide 15-600988 Issue 14b (14th June 2006) IP Office 3.2...

  • Page 65: Deleting A Personal Distribution List

    3. Select your mailbox from the drop down list at the top left in the window. 4. Select the PDL to be deleted. 5. Click Delete. Phone Manager User Guide Page 59 IP Office 3.2 15-600988 Issue 14b (14th June 2006)

  • Page 67: Features

    Finding out more about Phone Manager. You can use the help files and learn more about using Phone Manager by viewing the tutorials. For more information, see Getting Help. Phone Manager User Guide Page 61 IP Office 3.2 15-600988 Issue 14b (14th June 2006)

  • Page 68: Managing Directories

    Delete - Click a directory entry then click Delete. The directory entry selected is removed. Close - The Configure Directory Window is closed. Any changes made since the Configure Directory Window was opened are saved. Page 62 Phone Manager User Guide 15-600988 Issue 14b (14th June 2006) IP Office 3.2...

  • Page 69: Adding A Directory Entry

    8. Click OK. 9. Click Close to exit the Configure Directory window. A new entry is not saved until you exit the Configure Directory window. Phone Manager User Guide Page 63 IP Office 3.2 15-600988 Issue 14b (14th June 2006)

  • Page 70: Creating A Directory Entry From An Existing Call

    1. Click File > Directory > Edit. The Directory Entry window opens. 2. Edit the directory entry as required. 3. Click OK. 4. Click Close to exit the Configure Directory window. Page 64 Phone Manager User Guide 15-600988 Issue 14b (14th June 2006) IP Office 3.2...

  • Page 71: The Script Tab

    The Status tab automatically comes to the front 15 seconds after displaying the Script tab. If you want the script to remain in view, clear the Show Status option. For more information, see Changing General Phone Manager Settings. Phone Manager User Guide Page 65 IP Office 3.2 15-600988 Issue 14b (14th June 2006)

  • Page 72: Creating And Using Speed Dials

    An internal speed dial where the user/extension is Busy and has a Voicemail message. An internal speed dial where the user/extension is Busy, Do Not Disturb is on and the user/extension has a Voicemail message. Page 66 Phone Manager User Guide 15-600988 Issue 14b (14th June 2006) IP Office 3.2...
  • Page 73 This icon is shown if the Mobile is selected as the default number. This icon is shown if the Fax is selected as the default number. Phone Manager User Guide Page 67 IP Office 3.2 15-600988 Issue 14b (14th June 2006)

  • Page 74: The Speed Dials Tab

    Automatically creates a speed dial from an IP Office Directory on your system. When you select Add User, the Speed Dial Add User window opens. For more information, see Creating a Speed Dial. Page 68 Phone Manager User Guide 15-600988 Issue 14b (14th June 2006) IP Office 3.2...

  • Page 75: Using A Speed Dial

    2. Right-click the speed dial. 3. Click Call 4. Select the alternative number required - Work Phone, Home Phone, Mobile or Fax. Internal numbers cannot dial a fax number. Phone Manager User Guide Page 69 IP Office 3.2 15-600988 Issue 14b (14th June 2006)

  • Page 76: Create A Speed Dial Group

    3. Select New > Speed Dial Group. 4. Enter a name for the group in the Speed Dial Group window. 5. Click OK. A new speed dial group tab is created. Page 70 Phone Manager User Guide 15-600988 Issue 14b (14th June 2006) IP Office 3.2...

  • Page 77: Creating A Speed Dial

    8. (Optional) Enter a PIN. For more information see the section Pin Restrictions. 9. Click OK. The new speed dial icon is added to the speed dial group tab selected. Phone Manager User Guide Page 71 IP Office 3.2 15-600988 Issue 14b (14th June 2006)
  • Page 78 If the user is configured for Instant Messaging, the speed dial icon is green. You have to restart Phone Manager for the Instant Messenger Speed Dial to take effect. Page 72 Phone Manager User Guide 15-600988 Issue 14b (14th June 2006) IP Office 3.2...

  • Page 79: Editing A Speed Dial

    1. Click the Speed Dials tab in the call history area. 2. Select the Speed Dial Group that contains the speed dial. 3. Right-click the speed dial icon. 4. Select Delete. Phone Manager User Guide Page 73 IP Office 3.2 15-600988 Issue 14b (14th June 2006)

  • Page 80: Setting An Absent Message

    The Absent Message appears in the title bar of your Phone Manager. The message is also shown in the Call screen when a call is made to your extension. Page 74 Phone Manager User Guide 15-600988 Issue 14b (14th June 2006) IP Office 3.2...

  • Page 81: Getting Help

    This option is used to check for the latest updates for Phone Manager. The Check for Updates option is only available if configured by your system maintainer. For more information, see your system administrator. Further information about Avaya IP Office is available from www.avaya.com/support and also from www.avaya.com/ipoffice/knowledgebase. Phone Manager User Guide Page 75 IP Office 3.2...

  • Page 83: Configuring Phone Manager

    Users of Phone Manager PC Softphone & VoIP extension users see extra preference tabs:  Audio Codec. For more information, see Changing the Audio Codec Settings.  USB Settings. For more information, see Configuring USB Settings. Phone Manager User Guide Page 77 IP Office 3.2 15-600988 Issue 14b (14th June 2006)

  • Page 84: Configuring Agent Mode

    Agent Mode tab. 2. In Agent Mode, the functions of the F1 and F3 keys are swapped. F1 becomes 'account code' and F3 becomes 'call'. Page 78 Phone Manager User Guide 15-600988 Issue 14b (14th June 2006) IP Office 3.2...

  • Page 85: Changing The Audio Codec Settings

    6. Click OK to save the changes. 7. Close Phone Manager. When you next start Phone Manager the options selected will be active. Phone Manager User Guide Page 79 IP Office 3.2 15-600988 Issue 14b (14th June 2006)

  • Page 86: Changing The Clock Format

    5. After making your selection you can see an example in the bottom left side of the Clock Type tab. 6. Click OK to save your changes. The Phone Manager Call History pane updates all the calls listed. Page 80 Phone Manager User Guide 15-600988 Issue 14b (14th June 2006) IP Office 3.2...

  • Page 87: Viewing Phone Manager In Compact Mode

    4. (Optional) Stay in Compact Mode after an Outbound Call - Check to enable the Phone Manager to remain in Compact mode when making a call. 5. Click OK to save the changes. Phone Manager User Guide Page 81 IP Office 3.2 15-600988 Issue 14b (14th June 2006)

  • Page 88: Changing The Date Settings

    After making your selection you can see an example in the bottom left of the window. 5. Click OK to save your changes. The Phone Manager Call History pane updates all the calls listed. Page 82 Phone Manager User Guide 15-600988 Issue 14b (14th June 2006) IP Office 3.2...

  • Page 89: Setting Do Not Disturb

    Any extension number in the DND Exception List can be removed. Select the extension number to be removed and click Remove. The selected extension number is deleted from the list. Phone Manager User Guide Page 83 IP Office 3.2 15-600988 Issue 14b (14th June 2006)

  • Page 90: Activating The Door Release Buttons

    3. Click OK to save your changes. The Door Tab is available in the Call History pane with door buttons labeled with the door names you entered. Page 84 Phone Manager User Guide 15-600988 Issue 14b (14th June 2006) IP Office 3.2...

  • Page 91: Setting Your Forwarding Options

     When Forward On No Answer is selected calls are forwarded to this number when your extension is not answered Phone Manager User Guide Page 85 IP Office 3.2 15-600988 Issue 14b (14th June 2006)
  • Page 92 2. Some forwarding options require configuration within IP Office Manager. For example, for a user to set an external number. For more information, see your system administrator. Page 86 Phone Manager User Guide 15-600988 Issue 14b (14th June 2006) IP Office 3.2...
  • Page 93 3. In the Mobile Twinning field, enter the telephone number that you want to 'twin' to your extension. Telephone numbers must be entered with no spaces. 4. Click OK to save your changes. Phone Manager User Guide Page 87 IP Office 3.2 15-600988 Issue 14b (14th June 2006)

  • Page 94: Enabling Instant Messaging

    7. (Optional) For Phone Manager to remember your password check Password. You do not have to re-enter your password if this box is checked. 8. Click OK to save your changes. Page 88 Phone Manager User Guide 15-600988 Issue 14b (14th June 2006) IP Office 3.2...

  • Page 95: Creating Personal Park Slots

    If the ID contain text other Phone Manager users can not pick up the call using a short code. 3. Click OK to save your changes. Phone Manager User Guide Page 89 IP Office 3.2 15-600988 Issue 14b (14th June 2006)

  • Page 96: Changing General Phone Manager Settings

    Messages Show Status Controls whether the Status pane comes to the front when a call is answered. Show Account Shows the account code available. Codes Page 90 Phone Manager User Guide 15-600988 Issue 14b (14th June 2006) IP Office 3.2...
  • Page 97 Alternatively, click View > Preferences > Phone Manager. The Phone Manager window opens. 2. Check the required options and clear the options that you do not require. 3. Click OK to save your changes. Phone Manager User Guide Page 91 IP Office 3.2 15-600988 Issue 14b (14th June 2006)

  • Page 98: Selecting Queues To Monitor

    3. (Optional) In the Queue 2 field, click the name of the hunt group that you want to monitor. 4. Click OK to save your changes. Page 92 Phone Manager User Guide 15-600988 Issue 14b (14th June 2006) IP Office 3.2...

  • Page 99: Changing Short Cut Keys

    2. Click the Command you want to change. 3. Select the Short Cut Key from Select new shortcut drop down box. 4. Click Assign. 5. Click OK to save your changes. Phone Manager User Guide Page 93 IP Office 3.2 15-600988 Issue 14b (14th June 2006)

  • Page 100: Configuring Screen Pop

    4. In the Program to Pop field, enter the content management package that you want to use. 5. The content management package must be configured. Click Configure. Page 94 Phone Manager User Guide 15-600988 Issue 14b (14th June 2006) IP Office 3.2...
  • Page 101 MAPI must be installed on your PC for this facility to be available. For more information, see your system administrator. 8. Click OK to save your changes. Phone Manager User Guide Page 95 IP Office 3.2 15-600988 Issue 14b (14th June 2006)

  • Page 102: Selecting Telephone Controls

    Voicemail if enabled, rather than ringing the user. This overrides call waiting when the user has a call on hold. 5. Click OK to save your changes. Page 96 Phone Manager User Guide 15-600988 Issue 14b (14th June 2006) IP Office 3.2...

  • Page 103: Configuring Usb Settings

    Ring on USB checkbox to turn ringing on USB on.  Ring on Multimedia & USB checkbox to turn ringing on for both multimedia and USB. 3. Click OK to save your changes. Phone Manager User Guide Page 97 IP Office 3.2 15-600988 Issue 14b (14th June 2006)

  • Page 104: Configuring The Voicemail Options

    4. (Optional) Enter any breakout numbers into the Voicemail Transfer Options fields. For more information, see Entering Transfer Options. 5. Click OK to save your changes. Page 98 Phone Manager User Guide 15-600988 Issue 14b (14th June 2006) IP Office 3.2...

  • Page 105: Setting Your Preferences

    1. Click > Voicemail. 2. Click the Voicemail Ringback option. 3. Click OK to save your changes. For more information, see Configuring the Voicemail Options. Phone Manager User Guide Page 99 IP Office 3.2 15-600988 Issue 14b (14th June 2006)

  • Page 106: Taking Your Calls At Another Extension

    7. Click OK. When a call is received at the forwarded extension it can be transferred back to your extension. For more information, see Setting your Forwarding Options. Page 100 Phone Manager User Guide 15-600988 Issue 14b (14th June 2006) IP Office 3.2...

  • Page 107: Setting Do Not Disturb (Dnd)

    2. Select the number to be removed from the DND Exception List. 3. Click Remove. 4. Click OK. For more information, see Setting Do Not Disturb. Phone Manager User Guide Page 101 IP Office 3.2 15-600988 Issue 14b (14th June 2006)

  • Page 108: Turning Call Waiting On/Off

    To turn Off-Hook operation on or off: 1. Click > Telephone. 2. Click Off Hook Operation. 3. Click OK to save your changes. For more information, see Selecting Telephone Controls. Page 102 Phone Manager User Guide 15-600988 Issue 14b (14th June 2006) IP Office 3.2...

  • Page 109: Selecting The Tabs To Show In Call History

     Show messages: displays number of messages in Voicemail. 3. Click OK to save your changes. For more information, see Changing General Phone Manager Settings. Phone Manager User Guide Page 103 IP Office 3.2 15-600988 Issue 14b (14th June 2006)

  • Page 110: Saving Your Preferences

    Local Area Network. By default the profile is saved to My Documents > Avaya > IP 400 > PhoneManager > Profiles. Profiles can be saved to another location if required. The profile is saved as an .xml file. The file can be loaded onto another PC running Phone Manager, if the file is accessible from that PC.

  • Page 111: Using The Phone Manager Pro Versions

    In Agent Mode, the functions of the F1 and F3 keys are swapped. F1 becomes 'account code' and F3 becomes 'call'. These are the default settings. *Avaya recommends that only Avaya telephones are used in call centers. Most standard telephones are not designed for normal call center conditions, for example, the high number of on-hook, off-hook actions and key presses.

  • Page 112: Pc Softphone Operation

    PC has audio setup, for example, speakers and microphone or a headset and microphone.  licences are available. For more information about configuring a Softphone user see the Applications Installation and Administration guide. Page 106 Phone Manager User Guide 15-600988 Issue 14b (14th June 2006) IP Office 3.2...

  • Page 113: Changing The Look Of Phone Manager

    When the call is answered the slider shows the duration of the call. Alternatively, click the Answer Call button on the menu bar. Phone Manager reverts to full Phone Manager mode. Phone Manager User Guide Page 107 IP Office 3.2 15-600988 Issue 14b (14th June 2006)
  • Page 114 Click on the slider or in the Compact mode main menu. To make a call:  Click Phone Manager reverts to full Phone Manager mode. Page 108 Phone Manager User Guide 15-600988 Issue 14b (14th June 2006) IP Office 3.2...

  • Page 115: Loading A Skin

    To load a new skin: 1. Click View > Load Skin. 2. Browse to the folder that contains the new skin and select the .ini file. Phone Manager skin files are located in C:\Program Files\Avaya\IP Office\Phone Manager\Skin\. 3. Click OK. Default Sizing This option is used to return the Phone Manager window to its original size.

  • Page 117: Appendix

    Agent Mode tab. 14. In Agent Mode, the functions of the F1 and F3 keys are swapped. F1 becomes 'account code' and F3 becomes 'call'. Phone Manager User Guide Page 111 IP Office 3.2 15-600988 Issue 14b (14th June 2006)

  • Page 118: Tool Bar Icons

    Creating a Conference Call. Join a Conference This icon is used to join an IP Office Conferencing Center Conference. For more information, see Creating a Conference Call. Page 112 Phone Manager User Guide 15-600988 Issue 14b (14th June 2006) IP Office 3.2...
  • Page 119 Click the icon to Start Recording a call. For more information, see Recording a Call. Stop Recording Click the icon to Stop Recording a call. For more information, see Recording a Call. Phone Manager User Guide Page 113 IP Office 3.2 15-600988 Issue 14b (14th June 2006)

  • Page 120: Short Cut Keys

    For more information, see Ending a Call. Note  When Phone Manager is in Agent Mode, the roles of the F1 and F3 functions are swapped. Page 114 Phone Manager User Guide 15-600988 Issue 14b (14th June 2006) IP Office 3.2...

  • Page 121: Glossary

    Forwarding: To forward your calls to another location. You can choose to forward all your calls or only when you are busy or only when your phone is not answered. Phone Manager User Guide Page 115 IP Office 3.2 15-600988 Issue 14b (14th June 2006)
  • Page 122 Screened Transfer: To transfer a call to an internal or external destination and allowing this destination to verbally accept the call before completing the transfer. Speed Dials: Icons created to store frequently used internal or external numbers for quick dialing. Page 116 Phone Manager User Guide 15-600988 Issue 14b (14th June 2006) IP Office 3.2...
  • Page 123 Voicemail box. Voicemail Ringback will only occur after you have used your phone so that you receive this notification only when you are at your desk. Voicemail Ringback will be activated two seconds after you replace the handset. Phone Manager User Guide Page 117 IP Office 3.2 15-600988 Issue 14b (14th June 2006)
  • Page 124 Glossary Page 118 Phone Manager User Guide 15-600988 Issue 14b (14th June 2006) IP Office 3.2...

  • Page 125: Index

    Calls Drag and Drop ...............................26 Clock Preferences ................................80 Compact View Configure ................................81 Conference Create ..................................32 Conference .................................32 Conference Capacity ..............................32 Conferencing Center..............................33 Date Configure ................................82 Phone Manager User Guide Page 119 IP Office 3.2 15-600988 Issue 14b (14th June 2006)
  • Page 126 Outlook..................................94 Park ID ..................................111 PBX Configuration Information .............................5 Permanent Greeting ..............................49 Personal Distribution List Amend ...................................53 Delete ..................................59 Edit..................................54 Using..................................57 View ..................................53 Personal Distribution Lists Page 120 Phone Manager User Guide 15-600988 Issue 14b (14th June 2006) IP Office 3.2...

  • Page 127: Ip Office 3.2 15-600988 Issue 14B (14Th June

    Voicemail ................................27 Transfer Options ..............................52, 111 USB Settings Configure ................................97 User List..................................6 View Compact ................................107 Voicemail Ringback ................................98 Voicemail ..................................41 Voicemail ..................................98 VoIP ..................................90, 106 Phone Manager User Guide Page 121 IP Office 3.2 15-600988 Issue 14b (14th June 2006)
  • Page 128 Performance figures and data quoted in this document are typical, and must be specifically confirmed in writing by Avaya before they become applicable to any particular order or contract. The company reserves the right to make alterations or amendments to the detailed specifications at its discretion.

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