Avaya IP Office Phone Manager User Manual
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Avaya IP Office Phone Manager User Manual

Avaya IP Office Phone Manager User Manual

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IP Office
Phone Manager Users Guide
40DHB0002USAR Issue 6 (03/04/2002)

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Summary of Contents for Avaya IP Office Phone Manager

  • Page 1 IP Office Phone Manager Users Guide 40DHB0002USAR Issue 6 (03/04/2002)

  • Page 2: Table Of Contents

    Page 2 Contents Remove a Member from a Conference .... 39 Getting Started......... 3 Collect Your New Voicemail Messages.... 39 Introduction............3 Reclaim a Call ..........40 Getting Started ........... 4 Park a Call ............40 Phone Manager ........ 5 Unpark a Call............

  • Page 3: Getting Started

    Page 3 Getting Started Introduction This guide covers both the Phone Manager Pro and Phone Manager Lite applications. Which version you are running is indicated in the title bar of the program. Both versions use the same software, which runs as Phone Manager Lite unless suitable licenses are entered on the telephone system •...

  • Page 4: Getting Started

    Page 4 Getting Started The following needs to be configured to use Phone Manager: • User Name: This is your extension number (e.g. 201) or your User Name (e.g. JohnS) and is case sensitive. • Password: This is your User password and is case sensitive •...

  • Page 5: Phone Manager

    Page 5 Phone Manager Main Window Phone Manager is divided into the follow areas: • "Call Status" on page 6. • "Call History" on page 7. • "Call Handling Icons" on page 30. • "Call Park Area" on page 15. Phone Manager Users Guide Page 5 IP Office...

  • Page 6: Call Status

    Page 6 Call Status The Call Status pane displays the current state of all active calls, whether they are incoming or outgoing. • Number Either the incoming telephone number or the telephone number being called is displayed together with the relevant Call Status Icons. •...

  • Page 7: Call History

    Page 7 Call History The Call History pane is divided into the following sections: • "In" on page 8 Lists all calls received by your extension (Phone Manager Pro only). • "Out" on page 9 Lists all calls initiated from your extension (Phone Manager Pro only). •...
  • Page 8 Page 8 Phone Manager Pro only. The In tab lists all calls received by your extension This tab displays a maximum of 100 calls. When the maximum capacity is reached the oldest record is deleted when a new record is added. The following options are then available when you right click on a call: •...
  • Page 9 Page 9 Phone Manager Pro only. The Out tab displays all calls initiated from your extension. This may be a call manually dialed on the handset or dialed via Phone Manager Pro This tab displays a maximum of 100 calls. When the maximum capacity is reached the oldest record is deleted when a new record is added.
  • Page 10 Page 10 Missed The Missed tab lists the unanswered incoming calls to your extension This tab displays a maximum of 100 calls. When the maximum capacity is reached the oldest record is deleted when a new record is added. The following options are then available when you right click on a call: •...
  • Page 11 Page 11 The All tab gives a list of all incoming and outgoing calls at your extension. This tab displays information on a maximum of 100 calls. When the maximum capacity is reached the oldest record is deleted when a new record is added.
  • Page 12 Page 12 Messages The Messages tab indicates the number of new messages in your Voicemail box and for any Hunt Group from which you receive voicemail ringback. • To collect your new messages: Double click on the Voicemail box you would like to access or right click on the required Voicemail box and select Call Voicemail.
  • Page 13 Page 13 Status Phone Manager Pro only. While a call is in progress the Status tab appears and gives the following information: • Time On Call The duration of the call upon connect. • Cost of Call While displaying the duration of the call an estimated cost is calculated and displayed.
  • Page 14 Page 14 Voicemail Phone Manager Pro only. On accessing your Voicemail box (either via Voicemail Ringback or by dialing *17 or via the Messages tab) a Voicemail tab appears. This displays all new, old and saved messages. You can then use the control buttons (as below) to forward, replay, skip, pause, and play, save, delete and play saved messages.

  • Page 15: Call Park Area

    Page 15 Script Phone Manager Pro only. The Script tab appears when a Directory Entry matching the called number has a Script file configured. For example, a Receptionist may be answering calls on behalf of more than one company. To ensure the call is answered with the correct company name a text file could be created with the company name and details.

  • Page 16: Configure Menu

    Page 16 Configure Menu The Configure menu provides access to the following: • "PBX Configuration Information" on page 16 Select this option to configure Phone Manager Pro to communicate with the PBX. • "Configure Directory" on page 17 Directory allows you to create and edit a locally stored list of names and numbers that can be used for speed dialing or to identify incoming calls.

  • Page 17: Configure Directory

    Page 17 Configure Directory Phone Manager Pro only. The Configure Directory dialogue box allows you to create a personal directory of frequently used numbers. Each Directory Entry then appears in the Call dialogue box (if the Show Directory option is ticked) for quick dialing. A Directory Entry can also be use to identify an incoming call either with a name, media file or text file.
  • Page 18 Page 18 Directory Entry Phone Manager Pro only. The Directory Entry menu contains the following fields: • Number: The telephone number (or Short Code) that is dialed when this Directory Entry is selected in the Call dialogue box • Name: The name you wish to associate with the number entered above •...

  • Page 19: Configure Preferences

    Page 19 Configure Preferences The Preferences option in the Configure menu allows you set up your personal settings for forwarding, Voicemail, etc. Forwarding This menu controls the forwarding of calls from your extension. • Follow Me To Number: Enter the number to which all calls are to be redirected. If this number is busy or not answered, then the call behaves as though your extension had failed to answer.

  • Page 20: Do Not Disturb

    Page 20 Do Not Disturb This menu controls the Do Not Disturb operation of your extension. • Do Not Disturb: This option selects whether the Do Not Disturb feature is enabled or disabled for your extension. The option is enabled when the box is "checked".
  • Page 21 Page 21 Telephone This menu controls the basic telephony features of your extension. • Call Waiting: This allows a call to be presented to your phone even when the phone is in use. A beep is heard in the ear and Call Status indicates who is calling.
  • Page 22 Page 22 Phone Manager This menu controls the features of Phone Manager. • Pop Phone Manager: When an incoming call is received the Phone Manager Pro application 'Pops' to the front and become the foreground application. • Pop Outlook: Phone Manager Pro only. This option looks inside the default Contacts folder within MS Outlook 98+, and if the incoming phone number matches a number in one of your Contacts then that Contact pops up.

  • Page 23: Default Sizing

    Page 23 Park ID By default each Park button in the Call Park Area is configured for the four system park areas which means a parked call can be picked up at any extension. See also "Park a Call" on page 40. However you may wish to create personal/group park areas where Users can only pick up the call if they know the Park ID (maximum 9 characters).

  • Page 24: Functions Menu

    Page 24 Functions Menu The Functions menu gives access to a number of call handling commands: • Reclaim This functions allows you to reclaim a call that has been accidentally transferred to the wrong person. Reclaim works even if the call has been successfully put through, even to Voicemail.
  • Page 25 Page 25 • Record (F5) This function allows you to record your current conversation either into your Voicemail box or into a central Voicemail box - please check with your System Administrator. If this option is greyed out this function is not available on your system - please contact your System Administrator.

  • Page 26: Call

    Page 26 Call Enter the number of the person you wish to call into the Number field and click the Call button, the number will then be dialed. See also Make a Call. • Number: The telephone number (or Short Code) that is dialed when the Call button is selected.

  • Page 27: Call (With Account Code)

    Page 27 Call (with Account Code) See also Using Account Codes. • Number: The telephone number (or Short Code) that is dialed when the Call button is selected. The status of an internal number is displayed above the number field. •...

  • Page 28: Transfer

    Page 28 Transfer Type the number of the person you wish to call into the Number field and click the call button, the number is then called. See also Transfer a Call. • Number: The telephone number (or Short Code) that is dialed when the Transfer Button is selected.

  • Page 29: Account Code

    Page 29 Account Code The Account Code form appears if you have either selected Account Code from the Functions menu or you have pressed F3. This form allows you to assign an Account Code to your current call. Please contact your System Administrator for a list of valid Account Codes. See also "Using Account Codes"...

  • Page 30: Call Handling Icons

    Page 30 Call Handling Icons The icons on the right hand side of the main Phone Manager Pro window helps you to make and receive calls as follows: • Make a Call: See "Make a Call" on page 36. • Answer a Call: See "Answer a Call"...

  • Page 31: Function Keys

    Page 31 Function Keys • F1 - Call See "Call" on page 26. • F2 - Transfer See "Transfer" on page 28. • F3 - Account Code See "Account Code" on page 29. • F4 - Hold Call See "Place Call On Hold" on page 37. •...

  • Page 32: Voip Operation

    Page 32 VoIP Operation The System Administrator can create VoIP extensions. When Phone Manager Pro is associated with a VoIP extension number and Enable VoIP is selected in the Phone Manager preferences, two additional controls become active. • Clicking on the drop-down symbol displays a volume slider. •...

  • Page 33: Configuration

    Page 33 Configuration Configuring your Preferences You can decide how your calls are going to be handled by setting your personal preferences as follows. • "Take Your Calls from Another Extension (Follow Me)" on page 44. • "Forward Your Calls to Another Location" on page 45. •...

  • Page 34: Directory Entries

    Page 34 Directory Entries Phone Manager Pro only. Directory Entries are used to store regularly dialed internal or external numbers. Directory Entries appear in the Call dialogue box (if the Show Directory option is ticked) for quick dialing. A Directory Entry can also be use to identify an incoming call either with a name, media file or text file.

  • Page 35: Make A Call Using A Directory Entry

    Page 35 Make a Call using a Directory Entry 1. Click on 2. Ensure the Show Directory option is ticked 3. Select the Directory Entry required 4. The phone number and name is automatically entered in the Number and Name fields 5.

  • Page 36: Call Handling

    Page 36 Call Handling Make a Call 1. Dial the number required. 2. The outgoing call appears in the Call Status pane. 3. The Call Status pane then indicates when the call has been answered. 4. When you have finished your call, the call disappears from the Call Status pane.

  • Page 37: Place Call On Hold

    Page 37 Place Call On Hold 1. Click on 2. Call Status then indicates that the call is on hold. Take a Call Off Hold Click on the call in the Call Status pane. End a Call Click on or replace handset or press End. Redial a Number 1.

  • Page 38: Cancel Or Deny A Call

    Page 38 Cancel or Deny a Call If you have a call on hold and start to make another call and then change your mind, you can use Clear to cancel the outgoing call. 1. In the Functions Menu, select Cancel or Deny or press Esc. Transfer a Call You can transfer a call to an internal or external telephone number.

  • Page 39: Tag A Transferred Call

    Page 39 Tag a Transferred Call Identify a transferred call with a text description. 1. Click on or press F2. 2. Enter the number and name as per Transfer a Call. 3. In the Tag box type in the description. 4.

  • Page 40: Reclaim A Call

    Page 40 Reclaim a Call After you have transferred a call to another number you can reclaim the call back to your own phone. 1. In the Functions Menu, select Reclaim or press the Subtract key (Number pad minus sign). Park a Call 1.

  • Page 41: Answer A Call

    Page 41 Answer a Call You are notified that there is an incoming call to be answered by either Phone Manager Pro popping to the front of your screen, a ringing sound from your PC speakers, the Phone Manager Pro Task Bar Icon flashing or the fact that your phone is ringing.

  • Page 42: Set An Absent Message

    Page 42 Set an Absent Message 1. From the Functions Menu select Absent or press F6. 2. From the list box select the message required, e.g. On Vacation Until or Back Tomorrow. 3. Type additional information required in the box below so that the message reads in full, e.g.

  • Page 43: Working With Queues

    Page 43 Working with Queues Phone Manager Pro only. Calls to a Hunt Group is held in a queue when all extensions that are members of the Hunt Group are busy. If you are a member of a Hunt Group, for example "Reception" or "Sales", you are automatically presented with calls to this group.

  • Page 44: How To

    Page 44 How To Take Your Calls from Another Extension (Follow Me) If you wish to take your calls from another location, you can instruct the PBX to pass your calls to another internal or external number. This option must be set at your extension. 1.

  • Page 45: Forward Your Calls To Another Location

    Page 45 Forward Your Calls to Another Location Your calls can be answered at another location by forwarding your calls to an internal or external number. You can decide whether all your calls are to be forwarded or only when your extension is busy or only when your extension is not answered your System Administrator configures (the Allocated Answer Interval).

  • Page 46: Set Do Not Disturb (Dnd)

    Page 46 Set Do Not Disturb (DND) This feature ensures your phone does not ring when incoming calls are received. The caller hears the Busy tone or be passed to Voicemail. 1. Click on 2. Select Do Not Disturb tab. 3.

  • Page 47: Transfer Back To Forwarded Extension

    Page 47 Transfer Back to Forwarded Extension If Forward Unconditional is set a forwarded call can not be transferred back to the original destination. The Forward on Busy and Do Not Disturb feature can be used to enable this facility. For example, you wish to forward all your calls to extension 203 however you are expecting an important call and wish that call to be transferred back to your extension.

  • Page 48: Turn Call Waiting On/Off

    Page 48 Turn Call Waiting On/Off The Call Waiting feature allows you receive a incoming call while in the process of another call. A beep is heard in the handset and Call Status shows the call information. Click on the second call in Call Status to answer the call and this automatically places your current call on hold.

  • Page 49: Select The Tabs To Show In Call History

    Page 49 Select the Tabs to Show in Call History 1. Click on 2. Select the Phone Manager tab. 3. Select the options required. • Show all: displays call information for all incoming and outgoing calls. • Show in: displays call information for incoming calls. •...

  • Page 50: Make A Call Using A Speed Dial

    Page 50 Make a Call Using a Speed Dial 1. In Call History, select the Speed Dials tab. 2. Double click the Speed Dial required or right-click the Speed Dial required and select Call. 3. The Call appears in Call Status 4.

  • Page 51: Using Account Codes

    Page 51 Using Account Codes Account Codes allow your System Administrator to track calls to specific external numbers. For example, a solicitor's office may wish to record the amount of time spent on calls to a client for billing purposes. Each client is given an Account Code and that code is used when making a call.

  • Page 52: System Administration

    Page 52 System Administration Hints & Tips for System Administrators 1. When completing the PBX Configuration Information dialogue box a broadcast address, e.g. 255.255.255.255, can not be used for the PBX Address. 2. The Call History tabs each display information on a maximum of 100 calls.

  • Page 53: Glossary Of Terms

    Page 53 Glossary of Terms Account Code Directory Entry Account Codes are used to track calls. For example, a An internal or external number and its associated name solicitor may wish to record the amount of time spent that is stored either centrally on the main system or on a call to a client.

  • Page 54: Off Hook Operation

    Page 54 number but any User that is a member of that Hunt configure their own telephony features, e.g. forwarding, Group can answer the call. You can be a member of Voicemail, call waiting etc. A User can be assigned to one or more Hunt Groups.

  • Page 55: Index

    Page 55 Index Absent 24 PBX Address 4 Absent Status 29 Phone Manager 22 Account Code 24, 29 Pickup Queue 24 Answer 24 Place a Call on Hold 37 Answer a Call 41 Play Sound 22 Answer a Call Waiting 41 Pop External Program 22 Blind Transfer a Call 38 Pop on Answer 22...
  • Page 56 Lucent Technologies has been transferred or licensed to Avaya. This document contains propriety information of Avaya and is not to be disclosed or used except in accordance with applicable agreements. Any comments or suggestions regarding this document should be sent to "gsspublishing@avaya.com".

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