Mitel Phone Manager - User Guideedocs.mitel.com/UG/EN/MiVoice Office Application...

234
Phone Manager User Guide APRIL 2018 DOCUMENT RELEASE 5.1 USER GUIDE

Transcript of Mitel Phone Manager - User Guideedocs.mitel.com/UG/EN/MiVoice Office Application...

  • PhoneManagerUserGuideAPRIL2018

    DOCUMENTRELEASE5.1

    USERGUIDE

  • 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.

    MitelPhoneManagerRelease5.1-April,2018

    ,TrademarkofMitelNetworksCorporation

    Copyright2018MitelNetworksCorporationAllrightsreserved

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

  • TableofContents1. What'sNew 4-6

    1.1. KnownIssues 7

    2. QuickStart 8-14

    3. Overview 15

    3.1. Requirements 16-17

    3.2. Licensing 18

    3.3. LicenseComparison 19-21

    3.4. Configuration 22

    4. OutlookFeatures 23

    4.1. CallControl 24

    4.1.1. MakingCalls 25

    4.1.2. Highlight&Dial 26

    4.1.3. Toaster 27-28

    4.1.4. Transferring 29-30

    4.1.5. MultipleCalls 31-32

    4.1.6. Conferencing 33-34

    4.1.7. DialPad 35

    4.1.8. URISchemes 36

    4.2. ExtensionControl 37

    4.2.1. DoNotDisturb(DND) 38

    4.2.2. ACDAgentControl 39

    4.2.3. UCDHuntGroupCalls 40

    4.2.4. ManualForward 41

    4.2.5. VoiceMailAccess 42

    4.2.6. VolumeControl 43

    4.3. Contacts 44-48

    4.3.1. Directories 49-50

    4.3.2. Searching 51

    4.4. CallHistory 52

    4.4.1. CallRecording 53

    4.5. PresenceProfiles 54-56

    4.6. Chat 57-59

    4.7. HotKeys 60

    4.8. CallBannerProfiles 61

    Mitel Phone Manager

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  • 4.9. IntegratedToolbar 62

    4.10. 6900HandsetSupport 63

    5. ProfessionalFeatures 64

    5.1. ApplicationSupport 65

    5.1.1. APIAccess 66

    5.1.2. Macros 67-68

    5.1.3. ApplicationSupportPlugins 69-70

    5.1.4. TAPI 71-72

    5.1.5. CommandLine 73-74

    5.2. Toolbars 75

    5.2.1. IntegratedToolbar 76

    5.2.2. ButtonActions 77-79

    5.3. PhoneManagerOutbound 80-81

    6. TeamLeaderFeatures 82

    6.1. AlarmNotifications 83

    6.2. HuntGroupStatus 84

    6.3. UserControl 85

    7. Settings 86

    7.1. Connection 87

    7.1.1. LocalConnection 88

    7.1.2. RemoteConnection 89

    7.2. UserPreferences 90

    7.2.1. General 91

    7.2.2. Information 92

    7.2.3. Numbers 93

    7.2.4. Mitel6900Handsets 94

    7.2.5. Chat 95

    7.2.6. ProfileImage 96

    7.2.7. CallBanner 97

    7.3. PresenceProfiles 98-100

    7.3.1. EditingPresenceProfiles 101-102

    7.4. Softphone 103-105

    7.4.1. E911Warning,EmergencyCallsandSecurity 106

    7.4.2. General 107

    7.4.3. Audio 108

    7.4.4. Codecs 109

    User Guide

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  • 7.4.5. Quality 110

    7.4.6. NATandFirewalls 111

    7.4.7. Keep-Alives 112

    7.4.8. SoftphoneLimitations 113

    7.5. HotKeys 114

    7.6. Macros 115-116

    7.7. ApplicationSupportPlugins 117-118

    7.7.1. EMIS 119

    7.7.2. Goldmine 120-126

    7.7.3. Maximizer 127-129

    7.7.4. MicrosoftOffice365 130-133

    7.7.5. MicrosoftOutlook 134-144

    7.7.6. MicrosoftDynamicsCRM 145-155

    7.7.7. MicrosoftDynamicsNAV 156-162

    7.7.8. MicrosoftInternetExplorer 163-166

    7.7.9. NetSuiteCRM+ 167-172

    7.7.10. SageCRM 173-178

    7.7.11. SalesForce 179-185

    7.7.12. SalesLogix 186-197

    7.7.13. SugarCRM 198-203

    7.7.14. SwiftpageAct! 204-210

    7.7.15. TigerPaw 211-213

    7.7.16. Zendesk 214-216

    7.7.17. ZohoCRM 217-224

    7.8. Diagnostics 225

    8. HowTo's 226-227

    9. Index 228-230

    Mitel Phone Manager

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  • 1 What'sNew

    Version5.1

    UIUpdateThePhoneManageruserinterfaceandlaunchiconhavebeenupdatedtoimproveconsistencywithotherMitelproducts.LinktotheQuickStartGuide

    6900HandsetSupport

    PhoneManagernowsupportscontrolof6900Handsets.Pleasereviewthe6900sectionforinformationonsupportedfeatures.Linktothe6900HandsetSectionGroupChatThechatfeaturesofthesolutionhavebeenenhancedtoincludegroup(ormulti-party)chat.Otherchatimprovementsinclude;chatpreviewsintheconversationlist,visibilityofuser'savatarandmessagegroupingLinktotheChatsectionDSS/BLFTheintegrated&fulltoolbarbuttonsnowprovideDSS/BLFfunctionalityforUsers/Extensions/Agents&HuntGroups.LinktotheToolbarsectionParkTheintegrated&fulltoolbarbuttonsnowprovidedirectaccesstoparklocationsonthetelephonesystem.Pickuporparkcallsatthetouchofabutton.LinktotheToolbarsectionPhoneManagerOutboundCampaignManagerhasbeenrenamedPhoneManagerOutboundtobetterreflectwhatitdoesinthenameLinktothePhoneManagerOutboundsectionNewStatusUpdateSettingsNewpresenceprofileupdateoptionshavebeenaddedtochangeprofilewhentheapplicationstartsuporshutsdown.Inaddition,theexisting'OnLock'statusupdatehasbeenimprovedtoincludewhenauserdisconnectsfromawindowsdesktop.LinktotheGeneralSettingssectionNewCallBannerSettingsNewcallbannersettingshavebeenaddedtoallowdisablingofthecallbannerpopupandtoenableautomaticminimizingofthebannerwhenacallisinprogress.LinktotheCallBannerSettingssection

    User Guide

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  • Version5.0

    ConferencingThisfeatureallowsuserstoeasilycreateAd-hocconferencesusingPhoneManager.TheCallBannerhasnew'AddParty'and'Merge'buttonstosimplifytheconferencingprocess.LinktoConferencingsectionHandOff(Push/Pull)ThroughtheCallBanner,PhoneManagernowoffersdirectaccesstotheHandOfffeaturesofthetelephonesystem.UsercannowPush/Pullcallsbetweendeviceswiththeclickofabutton.LinktoHandOffsectionToolbarImprovementsTheintegratedtoolbarbuttonsnowshowastatusicontodisplaycurrentstatus.Thisincludesdisplayingthestatusofanystateholdingfeaturecodeonthetelephonesystem.LinktoToolbarsection

    Version4.3

    ThisreleaseofMitelPhoneManagerseestheintroductionofPresenceProfilesforcontrollingstatusandDynamicExtensionExpressfeaturesoftheMiVoiceOffice250.PresenceProfilesThisfeatureallowsuserstocontroltheirphone'sstatuswithasingleprofilewhichisvisibletootherusersofthesystem.ProfilesalsogiveuserscontrolovertheDEEfeaturesofthetelephonesystem.LinktoPresenceProfilessectionStatusonLockPhoneManagercannowautomaticallyswitchprofileoractivateDNDwhenthelocalcomputerlocks.Anystatuschangeisthenrevertedwhenthecomputerunlocks.LinktoStatusonLocksectionWindows10SupportPhoneManagernowsupportsWindows10AbilitytohideChatconversationsChatconversationscannowbehiddenfromtheChatwindowtoreducethenumberofconversationsvisible.LinktoChatsectionProfilePicturesEachusercannowsetapersonalprofilepicturewhichwillbestoredcentrallyontheserverandwillbevisibletoallPhoneManagerusers.LinktoProfilePicturesectionPhoneManagerMobileThereisnowanoptionMobileversionofPhoneManageravailableforiOSandAndroiddevices.TheMobile

    Mitel Phone Manager

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  • clientincludes:

    SoftphoneDirectoryAccessVoicemail,CallRouting&MissedCallnotificationsCallHistoryVisibilityofContacts

    seePhoneManagerMobilemanual

    Version4.2

    ThisreleaseofMitelPhoneManagerseestheintroductionoftheMiContactCenterCampaignManagerclientUIalongwithotherenhancementstogiveusersmorecontrolovertheirMitelextension.CampaignManagerPhoneManagerprovidestheclientUIfortheMiContactCenterCampaignManagerprogressivedialingsolutionLinktoCampaignManagersectionUCDControlPhoneManagershowstheassociatedextension'scurrentUCDstatusandprovidestheabilitytotogglebetweenandacceptingornotacceptingUCDcalls.LinktoUCDsectionToasterUpdatesAccesstotheDialPadandtoMuteacallisnowprovideddirectlyfromthetoasterwhileonacall.LinktoToastersectionPhoneManagerVersion3ContactImportForusersupgradingfromPhoneManagerVersion3thereisnowtheoptiontoimportexistingcontactsfromthepersonaldirectory.LinktoContactsImportsectionAdditionalPluginSupportSupportforthefollowingpluginshavebeenadded:LinktoInternetExplorerPluginLinktoNetsuitePluginLinktoSugarCRMPluginLinktoTigerpawCRMLinktoZohoCRMPlugin

    User Guide

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  • 1.1 KnownIssuesDPAR/ID Description Notes/Workaround

    12706 PhoneManagercannotconnecttotheCommunicationServicethroughawebproxy.

    TheCommunicationServicehostnameand/orIPaddressneedstobeaddedtotherelevantexclusionlistontheproxyservertoenablePhoneManagertoconnect.

    13506 PlacingaSIPSoftphonecallonholdlongerthanabout14minuteswillcausedthecalltobedisconnectedafterthistime.

    Don'tleaveSIPcallsonholdlongerthan14minutes.

    Mitel Phone Manager

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  • 2 QuickStartTheguideprovidesinformationforfrequentlyusedfeatures.Formoreinformationabouttheseandotherfeatures,refertotheuserguide.

    PhoneManagerUIwithPresenceProfiles

    PhoneManagerUIwithoutPresenceProfiles

    User Guide

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  • PhoneManagerCallBanner

    Mitel Phone Manager

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

    CallBannerButtons

    Button Action

    Answersaninboundringingcall

    Clearsaconnectedcall

    Togglesaconnectedcallbetweenholdandconnectedstate

    Offerstheabilitytodivertaninboundcalltovoicemailorchosendestination

    Providestheabilitytosetupanannouncedtransfer

    Providestheabilitytosetupanadhocconference

    Whenperformingaconsultationtransfer,thesebuttonscanbeusedtocompleteorcancelthetransfer

    Usedtotogglethemutestateofaconnectedcall

    Thisbuttoncanbeusedtopullbackacallthathasroutedthroughthetelephonesystemtoanexternalnumber(Home,Mobileetc..)

    Thisbuttoncanbeusedtopushaconnectedcallouttoanotheroneofyourdevices

    Thisiconwilldisplaywhenmakingoutboundcallsandthephonesystemisringingmultipledevicestofindthepersonyouarecalling

    User Guide

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  • MakingCallsMakingcallsusingPhoneManagerisasimpleprocessandcanbeachievedinanumberofdifferentways:

    DialanumberyouknowbyenteringitintotheSearchorDialboxandpressenterDialauserordevicefromtheContactswindowbydoubleclickingorpressingthedialiconnexttoitSearchthedirectorybyenteringanameintheSearchorDialboxtofindanumbertodialHighlightanumberinadifferentapplicationanddoubleclicktheHighlight&Dialiconwhichcanbefoundontherighthandsideofyouscreen

    TransferringCallsCallscanbetransferredbyusingthebuttonsonthecallbanner.ThemainPhoneManagerSearchorDialortheContactsWindowshouldbeusedforchoosingthetransferdestination.AfterpressingTransferontheCallBannerthemainPhoneManagerwindowwillbebroughtintofocusreadyforyoutoenteranumbertodial.Alternatively,dialinganumberusinganyofthemakecallmethodsdescribedabovewhenacallisinprogresswillautomaticallysetupaconsultationtransferwithouthavingtofirstpressabuttonontheCallBanner.WhenperformingaconsultationtransferitcanbecompletedorcancelledusingtherelevantbuttonsontheCallBannerorsimplyhanduptocomplete.

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

    Mitel Phone Manager

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  • Icons Description

    Usericon,ThisiconappearsontheLargeviewofthecontactscreen.Theusersstatusshowsinthecircleinthebottomright-handcorner.Theuserprofileimagewilldisplayinthelargecircle.

    Iftheuserhasnoprofilepicturethentheiconsbelowwillbeused.

    Usericon,anoutlinediconmeanstheuserdoesnothavePhoneManagerrunning

    Extensionicon

    Agenticon

    DirectoryContacts(GlobalorPersonalDirectory,PhoneSystemDirectory,OutlookDirectory)

    ColorKey:Gray-Offline,Green-Available,Red-Busy,Blue-Donotdisturb,Yellow-Wrapup

    AuserwhohasprivacyenabledmayshowxxxxintheextensionandCallerIDfields.

    User Guide

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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

    PhoneManagerOutbound*,launchtheclientUIforMiContactCentrePhoneManagerOutboundtomakeanddispositionoutbounddialercalls

    *Thisiconwillonlyappearwhenlicensedand/orwhenconfiguredtoappearbyanadministrator.**TheseiconsonlyappearwhenNOTusingPresenceProfiles.

    Mitel Phone Manager

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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.Ifthisiconisgrayedoutthereisnonumberavailabletoredial

    Playback**,usedtoplaybackarecordingofexternalcalls

    **OnlyavailableinconjunctionwithaMiVoiceOfficeCallRecorderorXariosCallRecorder

    User Guide

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

    Mitel Phone Manager

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  • 3.1 RequirementsOverviewThesystemrequiresspecificinformationandrequirementstobemetforanyinstallation.Readeachofthesectionsandensurethattheinformationrequestedisavailablepriortoaninstallation.

    SystemRequirementsTobeabletoinstallandrunPhoneManagertheclientcomputerneedstomeetthefollowingminimumrequirements.Ifinstallingintoamultiuserenvironmentwheremultipleinstancesoftheclientwillberunning,forexampleMicrosoftTerminalService,Citrixetc.thenseetheMultiUserComputerRequirementssection.

    OperatingSystems

    Windows7Pro/Enterprise/Ultimate32-bit/64-bitWindows8.1Pro32-bit/64-bitWindows10Pro/Enterprise32-bit/64-bitWindows2008R2Standard/Enterprise/Datacenter32-bit/64-bitWindows2012R2Standard/Datacenter64-bitWindows2016Standard/Datacenter64-bit

    WindowsServerCoreinstallationsarenotsupported.WindowsServerSmallBusiness/Foundation/Essentialversionsarenotsupported.

    HardwareRequirements

    TheminimumrecommendedhardwareisdependentonthenumberofdevicesconfiguredonthePBXandthenumberofclientsthatwillbeconnected.

    Processor IntelCore2Duo1.8GHzorfasterprocessor(orequivalent)

    Memory Minimum:1GBRAMRecommended:2GBRAMormore

    WhenPhoneManagerisrunningitwilluseaminimumof70MBofRAMperclient-thiscanbesignificantlymoredependingonconfigurationandnumberofdevicesand/orusersonthesystem.

    Network IPv4,100Mb/1GbLAN

    HardDisk Minimum:20GBfreespace

    Video Minimum:DirectXv9compatiblygraphicscardswith120MBRAMRecommended:DirectXv9compatiblygraphicscardswith1024MBRAM

    SoftwareRequirements

    Thefollowingsoftwareisrequiredtobeinstalled.

    .NETFramework4.5.2

    TelephoneHandsetRequirements

    All(licensed)featuresofPhoneManagerDesktopareavailablewhenusedinconjunctionwithaMitelIPorDigitalextension.WhenusedwithMitel6900serieshandsets,Analogue(POT)orGenericSIPclients,therearesoftwarelimitations.

    User Guide

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  • FeaturesLimitedon6900Series,Analogue(POT)&GenericSIPClients

    Feature 6900 Analogue/GenericSIP

    MakeCall Supported NotSupported

    Hold/RetrieveCall Supported NotSupported

    AnnouncedTransfer Supported NotSupported

    DirectTransfer Supported NotSupported

    ReverseTransfer Supported NotSupported

    QuickDirectory Supported NotSupported

    Highlight&Dial Supported NotSupported

    DEEPush/Pull NotSupported NotSupported

    ConferenceSetup NotSupported NotSupported

    FeatureCodes NotSupported NotSupported

    ParkToggle(Toolbar) NotSupported NotSupported

    PlayPrompt(Toolbar) NotSupported NotSupported

    Record-a-Call(Toolbar) NotSupported NotSupported

    Sendtovoicemail Supported NotSupported

    MakeCallwithCallerID NotSupported NotSupported

    PhoneManagerOutbound Supported NotSupported

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

    The1stPartyTAPIdriversisnotsupportedPhoneManagerSoftphoneisnotsupported

    Whendeployingintheseenvironmentsthentheamountofmemory,CPUusageandVideoresourcethatPhoneManagerwilluseneedstobedetermined.AstheresourcesrequiredaredependentonconfigurationandthenumberofdevicesandUsersinthesystemthenthisneedstobebenchmarkedfirsttoensurethenumberofconcurrentUserscanbesupportedonthehardwareavailable.

    Mitel Phone Manager

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  • 3.2 LicensingPhoneManagerisavailableinseveraldifferentlicenselevels.WhenyouconnecttotheCommunicationServicealicensewillbeassignedtoyoubasedontheClient ProfileassignedtoyourUseraccountontheserver.Allclientsprovidethefollowingfeatures:

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

    User Guide

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  • 3.3 LicenseComparison

    Mitel Phone Manager

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  • Feature 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)

    PhoneManagerOutboundClient

    User Guide

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  • AlarmNotification

    HuntGroupStatus

    3rdPartyACD,DND&FWDControl

    SilentMonitoring

    Mitel Phone Manager

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  • 3.4 ConfigurationConnectionDetailsPhoneManagerrequiresabasiclevelofconfigurationtogetitconnectedtotheCommunicationServiceandcontrollingyourextension.ThefollowinginformationisrequiredwhenPhoneManagerstartsup:

    Hostaddress

    ThisistheIPaddressorhostnameoftheserverrunningtheCommunicationServicesoftware.PhoneManagerwilltryandfindthisautomaticallyonstart-up.IfitdoesnotfindanCommunicationServiceoritfindsmorethanonethensomeuserinteractionisrequiredtoconfirmtheconnectiondetails.

    UserCredentialsPhoneManagerneedstoconnecttotheCommunicationServicewithauseraccount.Bydefault,itwillusetheaccountyouareloggedintoyourPCwithtoauthenticate.IfyouwishtooverridethisyoucandosointheConnectionsettingssection.

    Extension

    PhoneManagerrequiresthedetailsoftheextensionyouareusingwhenitstartsupsothatitcanshowthecorrectcallinformation.ThereareseveralofwaysofprovidingPhoneManagerwiththisinformation.PleasereadthroughtheConnectionsettingssectionformoredetails.

    ServerConnection

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

    User Guide

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  • 4 OutlookFeaturesThefollowingsectioncoversthefeaturesthatareavailableintheMicrosoftOutlooklicensedversionofPhoneManager.ThespecificMicrosoftOutlookfeaturesthatareprovidedare:

    CallControl Howtomakeandtransfercalls.Howtohandlemultiplecallsandtellthedifferencebetweendifferenttypesofcall.

    ExtensionControl Controllingthestateofyourextension.Forwardstates,DoNotDisturbandACDAgentcontrol.VolumeControlandVoicemailaccess.

    Contacts Viewthestatusofotheruserswithintheorganization.Searchingforinternalandexternalcontactsandusingthecontactsviewtomanagefavoritesandspeedupcommunications.

    CallHistory Trackallcallsyoumakeonthesystemandoptionallyplaythemback(requiresCallRecordingintegrationlicense).

    Chat Communicatewithotherusersinsidetheorganizationusingchat/instantmessaging.

    DirectoryIntegration OutlookcontactscanbelinkedintothePhoneManagerdirectoryanddisplayedonthetoaster.

    ScreenPopping Outlookcontactscanbescreenpopped.

    CallHistory Outlookcontactscanhavecallhistory(journalentries)created.

    Calendar/DNDSynchronization OutlookcalendarcanbeusedtoautomaticallysynchronizetheUser'sDNDstatewiththeircalendaritems.

    Thislicensealsoprovides:

    HotKeys Configureglobalhotkeystoautomatecommontelephonytasks.

    CallBannerProfiles Toastersupportforcustombannerprofiles.

    Softphone Supportforconnectingasasoftphone.(Requiresasoftphonelicense).

    IntegratedToolbar Onlyavailablewhenconnectedasasoftphone.Thisprovides5buttonsthatcanbecustomizedonthemainwindow.

    Mitel Phone Manager

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  • 4.1 CallControlOverviewMakingandreceivingcallsisobviouslytheprimarypurposeofatelephone.PhoneManagermakesthisprocessassimpleandefficientaspossible,providingyouwithcontextsensitiveactionbuttonsandgivingyoualltheinformationyouneedaboutthecallsyouareon.

    MakingCalls Howtodialinternalandexternalnumbers.

    Highlight&Dial Dialingfromwithinotherapplications.

    Toaster Seeingdetailsaboutthecallyouareonandperformingcommontaskssuchasputtingcallsonhold,retrievingcallsandclearingcalls.

    Transferring Performingsupervised/announcedordirecttransfers.

    MultipleCalls Howtohandlemultiplecallsatyourextension.

    DialPad DialingoutwiththedialpadordialingDTMFdigitsoveracalltonavigatethroughanattendantorIVR.

    UriSchemes ClicktoDialURIschemes

    User Guide

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  • 4.1.1 MakingCallsMakingacalltoanumberisasimpleprocessthatcanbeachievedanumberofdifferentways.

    Dialinganumberyouknow

    Ifyouknowthenumberyouwishtodial,whetheritisanotherextensioninternallyoranexternalnumberthensimplyenterthenumberintotheSearch or DialboxandhittheenterkeyorpresstheDialbuttontomakeyourextensiondialthenumber.Ifyouaredialinganexternalnumberthereisnoneedtoworryaboutaddinginanyadditionaldigitstogetanoutsidelineorworryingaboutareacodesasthiswillbedoneautomaticallyaspertheconfigurationintheserver.

    Dialingfromthecontactsscreen

    Ifyouwanttodialanotheruserwithinyourorganizationoracontactthatisstoredinaglobalorpersonaldirectoryyousimplyneedtoclickthedialiconnexttotheirstatusicononthecontactsscreenordoubleclickthestatusiconitself.IfthecontacttodialisnotcurrentlyvisiblestartenteringtheirnameintotheSearch orDialboxtobringupalistofmatchingcontacts.

    Ifyoudialacontactwhileyouarealreadyonacallwithsomeoneelse,PhoneManagerwillautomaticallysetupaconsultation/enquirycallforyou.

    Mitel Phone Manager

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  • 4.1.2 Highlight&DialDialingfromanotherapplication(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.

    ContextSensitiveButtons

    Thefollowingbuttonswillappearatdifferenttimesonthetoasterdependingonthestatusofthecall.

    Usethisbuttontohanguponacall.

    Ifyouhavethehandsetofthetelephoneinyourhandyouwillbedisconnectedfromtheremotepartybutwillbeleftwithaconnectiontothetelephonesystem.

    Usethisbuttontoansweranincomingcall.

    Theseholdandretrievebuttonswillappearonceacallisinprogress.Ifyouholdacallbypressingtheholdbuttononthetoasteroronthetelephoneitself,theholdbuttonwillbereplacedwitharetrievebuttontoallowyoutopickthecallbackup.

    Thisoptionisdisplayedonincomingringingcalls.Usethediverttosendanunwantedcalltoanotherdestination.

    Thisoptionisdisplayedonincomingringingcalls.Usethesendtovoicemailoptiontosendanunwantedcalltoyourvoicemailmailbox.

    Thetransferoptionwillallowyoutospeaktosomeoneattheotherlocationfirstbeforeputtingthecallthrough.

    Theseoptionsareavailableifyouhavesetupaconsultationcall.Tocompletethetransferhangupthehandsetofthetelephoneorpressthecompletebutton.Togobacktotheoriginalcallpressthecancelbutton.

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  • Thisbuttonallowsyoutomutethecall.

    Whenassociatedwitha6900handset,theMutebuttonwillworkbutwillnotlightupwhenactive.

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  • 4.1.4 TransferringTransferringacallcanbedoneinseveraldifferentwaysdependingonwhetheryouwanttotransferanansweredcalldirectly(blindtransfer)orbyannouncedtransfer.Alternativelyifthecallisringing,thenyoucandivertthecallbeforeanswer.

    Transfers

    Whenconnectedtoacall,contextsensitivetoasteractionbuttonsappeartooffertheuserthesystemfeaturesthatarepossibleatthetime.

    SoftphonedoesnotsupporttransferringaconnectedcallstraighttoaVoicemailbox

    AnnouncedTransfer

    Toperformanannouncedtransferaconsultationcallneedstobesetupbeforetransferringthecall.WhilstonacallclickontheTransferbuttonandthiswillgivefocustothemainwindowwiththecursorintheSearch orDialbox,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.

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  • Nexttoeachcallinthesummarypanetheicontotheleftreflectsthestateofthecall.

    Callconnected

    Callringing

    Callonhold

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  • 4.1.6 ConferencingSometimesthereisarequirementtoincludemorethanoneotherpersononatelephoneconversation,thisiscalledconferencing.Therearetwowaysthetelephonesystemsupportsconferencing:

    Meet-MeConference->AconferencebridgethatyoudialintowithaspecificcodeAd-hocConference->Choosethepeopletoincludeintheconferencefromyourtelephone

    PhoneManagerprovidesaneasywaytoaccesseitherofthesetwofeatures.

    Meet-MeConferencing

    TojoinaMeet-Meconference,dialthesystems'ConferenceAssistantandthenenterthePINfortheconferenceyouwishtojoin.IfyouhavebeeninvitedtojoinaconferenceyouwillhavebeengiventhePINofthepersonwhoinvitedyou.IfyouarejoiningyourownbridgethenunlessyouhavebeentoldotherwiseyourPINwillusuallybethesameasyourextensionnumber.OnceyouhavejoinedaMeet-MeConference,additionalpartiescanbeaddedusingtheAd-hocmethodbelow.

    Ifyoudon'tknowtheConferenceAssistantnumberthensearchfor'ConferenceAssistant'inthesearchordialareaofthePhoneManagerUI

    Ad-HocConferencing

    Conferencescanbecreatedontheflyusingthe'AddParty'and'Merge'buttonsontheCallBanner.Tostartanad-hocconference,followthesesteps:

    1. Ringthefirstpersontobeincludedintheconference.2. Oncetheyanswer,pressthe'AddParty'buttonontheCallBanner.3. ThecallwillbeplacedonholdandfocuswillbetakentothePhoneManagerUI.4. Dialthenextperson,thiscanbedonebydialingsomeonedirectlyfromtheContactsscreenorby

    enteringanumberintheSearchorDialsection5. Whenthenextcallanswerseitherpress'Merge'ontheCallBannertobringthecallsintoaconference

    orpress'AddParty'andrepeatsteps2to5bringmorepeopleintotheconference.

    Dependingonthetimetakentosetupupallthecalls,thefirstcallmaystartrecallingfromits'Onhold'status.Ifthishappensthecallneedstobeansweredandheldagaintoallowittobeconferenced.OnceaconferenceisinplaceasingleentrywillappearontheCallBannerwiththenumberofpartiesintheconferenceinbracketsafter.

    Dependingonhowthetelephonesystemisconfigured,thelimittothenumberofpartiesinanAd-hocconferencewillbeeither4or8.

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  • IfusingSoftphone,thesoftwareonlycontrolsconferencesupto3parties.

    OnceaConferenceisinprogress,steps2to5canberepeatedagaintoaddadditionpeople.

    Pressing'Merge'willaddallcallsthatarecurrently'Onhold'or'Inprogress'atthecurrentextensionintotheconference.Callsthatareringingwillnotbeadded.

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  • 4.1.7 DialPadThedialpadcanbeusedfordialingnumbersorfornavigatingAutoAttendantsorInteractiveVoiceResponse(IVR)systems.Thiscanbeopenedallthetimebyclickingontothedialpadiconfromthemainwindow.

    Alternativelywhilstonacallclickonthedialpadiconfromthetoasterwindowtodisplaythedialpadwindow.

    Inordertoensurethatthenormaluseofnumerickeysonyourcomputerdoesn'tinterferewithacall,DTMFtoneswillonlybesentoveracallwhilsttheDialPadwindowortoasterhasfocus.

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  • 4.1.8 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"iconenablesuserstosettheirDNDstatusandchangescolortoindicatewhatstatetheyarecurrentlyin.

    Icon Description

    DNDisnotconfigured.

    DNDisconfigured.

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

    "INMEETINGUNTIL12.30PM"

    AnyMiVoiceOffice250usernowcallingyourextensionorviewingyourstatusinPhoneManagerwillseeyourDNDmessage.IfyouareintheDNDstate,thePhoneManagerDNDiconwillturnred.ClickingthiswilltoggletheDNDstatetooffturningtheiconblue .ClickingagainwillsetDNDstatetoon.

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  • 4.2.2 ACDAgentControlACDAgentIDscanbeusedontheMiVoiceOffice250systemtologinandoutofwhicheverACDhuntgroupsyouAgentIDbelongsto.Eachhuntgroupwouldgenerallyindicateadifferenttypeofcalltobeansweredorindicateaspecificskillsettouseforthatcall.TheACDiconenablesuserstocontroltheirACDstatusandchangescolortoindicatewhatstatetheyarecurrentlyin.

    Icon Description

    Loggedout

    Loggedinandfree

    Loggedinandinwrapup

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

    TheACDiconwillonlybedisplayediftheuserhasthe"EnableACDcontrol"flagsetagainsttheirClient Profile.

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  • 4.2.3 UCDHuntGroupCallsUCDhuntgroupscanbeusedontheMiVoiceOffice250systemtoroutecallstogroupsofextensions.Eachhuntgroupwouldgenerallyindicateadifferenttypeofcalltobeansweredorindicateaspecificskillsettouseforthatcall.The"HuntGroupCalls"iconenablesuserstotoggletheirUCDstatusandchangescolortoindicatewhatstatetheyarecurrentlyin.

    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"iconenablesuserstosettheirforwardstatusandchangescolortoindicatewhatstatetheyarecurrentlyin.

    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 VolumeControlThevolumefunctionsbehavedifferentlydependingonwhetherPhoneManagerisassociatedwithaphysicalextension(DeskPhone)orisinSIPsoftphonemode.

    ExtensionVolumeControl

    Thevolumeofyourextensionphonecanbecontrolledusingthemute ,volumeincrease andvolume

    decrease iconsatthebottomrightofthemainwindow.WhencontrollingaMitelextensiondeskphonetheseiconsaregroupedtogetherinthebottomrightcornerlikethis

    Dependingonthestateofyourextensiontheiconswilldodifferentthings:

    IdleorRingingState Mutewillbedisabled.

    Volumedecreasewilldecreasetheringing

    volumeandsaveit.

    Volumeincreasewillincreasetheringing

    volumeandsaveit.

    Callinprogressonthehandset Mutewillbeenabled.

    Volumedecreasewilldecreasethehandset

    volumeandsaveit.

    Volumeincreasewillincreasethehandset

    volumeandsaveit.

    AdditionaltypesofcallinprogressincludeHandsFreeandHeadsetandthevolumecontrolwillapplyindependentlytoeachtypeofaudiocall.Whenthemuteiconispresseditwillturnredtoindicatethataudioisnowmutedonthecall.Toturnmuteoffsimplyclickontheiconagain.

    SoftphoneVolume

    Thevolumecontrolsareenhancedtoincludeaslidecontrolwhenconnectedasasoftphone.ThisoffersagreaterlevelofcontrolthanwhenPhoneManageriscontrollinganextensionandlookslikethis:

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

    Volumecontrolforasoftphoneisonlyavailablewhenusingthebuiltinsoftphone.

    Whenmutingacallonthesoftphonebothpartiesaudioaremuted.

    Whenassociatedwitha6900handset,theMutebuttonwillworkbutwillnotlightupwhenactive.

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

    Groups

    Eachdevicethatisshownispartofagroup.ClickingthedirectorybuttononthetoplefthandcornerdisplaystheavailabledirectoriesandgivestheUsertheabilitytobeableshoworhideeachgroup.

    Ifthereisagreenticknexttotheentrythenthiswillbeshown.Uncheckingthiswillcausethedirectorytobehidden.EachPhoneManagerUserhastheirownFavoritesgroupwhichtheycanaddandremovedevicestoandfromandispersonaltoeachUser.TheycanalsoadditemsfromtheDirectoriestothis,forexampleSpeedDials,PersonalContacts,CentralContactsorMicrosoftOutlookContacts.TheothergroupsarecreatedautomaticallyfromtheBusinessUnitstructureconfiguredontheserver.

    DeviceControl

    Foreachdevicethereareactionsthatcanbeperformed.Rightclickingonadevicewilldisplayamenuoftheavailableactionsandtheoptionsavailablearedependentonthetypeofdevice,thestateofthedeviceandthe

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  • licenseleveloftheclient.

    DeviceView

    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

    HuntGroup***

    IfthecallwaspresentedthroughaHuntGroupitwillbedisplayedhere

    RingTime* Theringtimeforthecurrentcallatthisdevice

    StartTime* Thestarttimeforthecallatthisdevice

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  • 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 there isa call atthedeviceand theserverhas acontactmatch itwilldisplay inthesecolumns)

    Contact Thenameofthecontactonthecurrentcall

    ContactField1to10

    Theothercontactfieldsfromtheservernumbering1to10

    *TimebasedcolumnsareonlycalculatedfromwhenPhoneManagerstarts.Timebasedcolumnsbydefaultupdateevery5secondshoweverthisisconfigurableontheserver.**OnlyavailablewhenusingaTeamLeaderlicense***ThesecolumnsarenotavailableifusingaStandardlicense

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  • ToaddorremovecolumnsfromtheDetailsViewgird,right-clickanywhereonthecolumnheadersandamenuwillappear.Selectorunselectitemsinthemenutohideorshowthem.Columnsthatarealreadyvisiblewillappearwithatickagainsttheminthemenu:

    DeviceIcons

    Eachtypeofdevicehasadifferenticonandchangescolordependingonthestatusofthedevice.

    Speeddialcontactfromthetelephonesystem.

    Centralserverorpersonalcontact,i.e.GlobalDirectory.

    MicrosoftOutlookcontact.

    MicrosoftOutlook365contact.

    Auserthathassetapersonalprofileimage.Inthisscenariothesmallcircleinthebottomright-handcornershowstheuser'sstatus.Thestatuscolorsmatchthoseoftheusericonsbelow.

    Note:Whenauserhasaprofileimage,itwillalwaysshowasolidstatuscolorwhethertheyhavePhoneManagerDesktopconnectedornot.

    UserwhoisnotconnectedwithPhoneManagerandhasnoextension/agentassignedtotheirUseraccount.

    UserinthefreestatewithoutPhoneManagerconnected(thisshowsthestatusoftheextension/agentassignedtotheirUseraccount).

    UserinthebusystatewithoutPhoneManagerconnected(thisshowsthestatusoftheextension/agentassignedtotheirUseraccount).

    UserintheDNDstatewithoutPhoneManagerconnected(thisshowsthestatusoftheextension/agentassignedtotheirUseraccount).

    UserinthefreestatewhohasPhoneManagerconnected.

    UserinthebusystatewhohasPhoneManagerconnected.

    UserintheDNDstatewhohasPhoneManagerconnected.

    Extensionintheofflinestateorshowninasearchresultlist.

    Extensioninthefreestate.

    Extensioninthebusystate.

    ExtensionintheDNDstate.

    Agentisloggedout.

    Agentinthefreestate.

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  • 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.

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  • ThisrequiresMicrosoftOutlooktoberunningwithinthesamesessionasthePhoneManagerclientandonlylocalcontactfoldersaresupported.

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

    MiVoiceOffice250PBXSystemSpeedDialList

    ThePBXcontainsitsowndirectoryintheformofsystemspeeddials.TheseentriesareconfiguredfromwithinDatabaseProgrammingontheMiVoiceOffice250systemandthePhoneManagerserverwilldownloadthemdirectlyfromthePBXwhenconnected.Eachentryonlyhasanameandnumberassociatedwithitandeachofthesefieldscanbeusedtosearch.AnychangestothislistmadeontheMiVoiceOffice250systemwillautomaticallyupdatethePhoneManagerdirectory.AllPhoneManagerusershaveaccesstosearchanddialtheMiVoiceOffice250systemspeeddials.

    PrivatespeeddialscanNOTbedialed.

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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.DID:Thedirectnumberdialedbytheinboundcaller.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.Whenusedonanexternaltoolbarthebuttonhighlightinthebottomrighthandcornerofthebuttonwillchangecolorbasedonthecurrentstateofthecallrecording.

    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.Thiscouldbebecauseamanualchangehasoccurredontheextension

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  • suchasithasmanuallybeenplacedinDND.Tofixtheconfigurationleft-clickonthewarningtriangleandacceptthepromptthatappears.YourextensionwillnotringwiththecurrentlyselectedprofileWhenthismessagedisplaysitmeansthattheextensionthatPhoneManageriscurrentlyconnectedtoisnotconfiguredtoringinthecurrentlyselectedPresenceProfile.Iftheextensionisrequiredtoringtheneditthecurrentprofileorselectanotheronewhereitisconfiguredtoring.

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  • 4.6 ChatOverviewChatisaninstantmessagingstylefeaturethatallowsPhoneManagerUserstoexchangeshortmessageswitheachother.Whenachatsessionisstarted,anewconversationiscreatedthatgroupsthemessagessenttogether.IfaUserisofflinewhenachatmessageissent,theywillbenotifiedofnewmessageswhentheynextcomeonline.Payattentiontotheiconforauseryouwishtocommenceachatsessionwith.Thecolorsgiveyouahintastothestatusoftheirphoneandthetypeoficonindicateswhethertheuserislikelytoseeyourchatmessagestraightawayorlateron.

    ThishollowGreeniconmeanstheextensionforthisuserisfreebuttheirPhoneManagersoftwareisnotrunningsotheywon'tseeyourmessageuntilthenexttimetheyrunPhoneManager.

    or ThissolidGreeniconmeanstheextensionforthisuserisfreeandtheirPhoneManagerisrunningsotheyshouldseeyourchatmessagestraightaway.

    or ThissolidRediconmeansthisuserisbusyonacallbuttheyshouldseeyourchatmessagestraightaway.

    Initiating/AccessingaChatSession

    Ifthechaticonisnotvisiblealongthetopsectionoftheapplication,permissionhasnotbegrantedontheservertoaccessthechatfeatures.Ifthechaticonisvisiblebutisgreedout,therearecurrentlynochatsessionsinprogress.Toinitiateachatsession,right-clickonauser'siconintheContactsviewandselectchatfromthemenu(ThismenushowstheoptionsavailablewiththePhoneManagerTeamLeaderlicenseforacontactcentremanager).Chatsessionscanbestartedwithuser'salreadyonthecontactsvieworusersthathavebeenreturnedfromasearch.

    Themaximumlengthperchatmessageis2500characters.

    Thisiswhatyourchatsessionwouldlooklike.

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  • MessageNotifications

    Ifthechatwindowisnottheactivewindowthenwhenanewmessageisreceivedthentheicononthestartmenuwillturnorange.

    Clickingontheiconwilldisplaythenewmessage.Messagesyousendareshownontheleftandmessagesreceivedareshownontheright.Thetimeofthemessageistaggedtotherightofthemessage.NexttoeachconversationiftherearenewunreadmessagesthenthenumberofthemwillbeshownagainstUsersconversation.

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  • MultipleChatSessions

    MultiplechatsessionsaregroupedbytheUserwhothemessageissenttoorreceivedfrom.EachUserhasthelistofconversationsshownonthelefthandsideandclickingonthenamewillchangetherighthandwindowtoshowthehistory.

    GroupChat

    PhoneManagersupportschatconversationsbetween3ormoreusers.Toaddanotherusertoachatsession,pressthe'+'iconatthetopoftheconversationwindowandthensearchoftheuser.Alistoftheuserscurrentlyinvolvedintheconversationisdisplayedatthetopoftheconversationwindow.auser'savatarwillappearnexttoanyoftheirmessagestohelpidentifythem.CurrentlygroupchatisnotavailableforPhoneManagerMobile.

    HidingChatSessions

    ChatsessionscanbehiddentoremovecompletedconversationsfromtheUI.Tohideasessionrightclickontheuseronthelefthandnavigationmenuandselect'HideConversation'.

    IfauserisusingPhoneManagerMobilethentheywillalwaysappear'Online'forChat.

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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,thecolorandtextofthetitlebarcanbechangeddependingonaspecificsetofconditionsbeingmetforthecall.Forexample,usingaconditionontheDIDnumber,supportlinecallscouldbeshownwithagreenbannerwhilstsalescallswithabluebanner.

    Supportlinecallsshownwithagreenbanner. Saleslinecallscouldbeshownwithabluebanner.

    Severaldifferentprofilescanbecreatedandtheycanbegivenaprioritysothatiftwobannershaveasimilarconditionthentheonewiththehighestprioritywillbeused.ThisfeaturecanbeusedtoidentifyVIPcallersinordertoimprovecustomerservice.

    SeetheCallBannerProfilesectionontheCommunicationServiceserverfordetailsonhowtoconfigurethese.

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  • 4.9 IntegratedToolbarOverviewTheintegratedtoolbarprovidesfivebuttonsonthemainwindowshownunderneaththeSearch or Dialfield.EachbuttoncanbecustomizedbytheUsertosetthelabelshownandwhatactionisperformedwhenthebuttonisclicked.

    ThisisonlyavailablewhenrunningwithaProfessionalorhigherlicenseorwhenusingthebuiltinsoftphone.

    CustomizingButtons

    Toeditthebutton:

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

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  • 4.10 6900HandsetSupportPhoneManagerDesktopnowworksinconjunctionwiththeMitel6900seriesofSIPhandsets.DuetothearchitectureofSIP,someofPhoneManager'sfeaturesdonotworkonthenewhandsets.ThissectionofthedocumentoutlinesthemaindifferencesandfeaturegapbetweenusingPhoneManagerona6900handsetinsteadofastandardMitelIPorDigitalhandset.

    UnsupportedCallBannerFeatures

    MuteButtondoesnotshowstatusAddParty/MergeConference

    UnsupportedToolbarFeatures

    FeatureCodesMakeCallwithCallerIDParkTogglePlayPromptRecord-A-Call

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  • 5 ProfessionalFeaturesThefollowingsectioncoversthefeaturesthatareavailableintheProfessionallicensedversionofPhoneManager.

    ACDAgentControl

    AbilityfortheUsertocontroltheirACDstatus.

    IntegratedToolbar Thisprovides5buttonsthatcanbecustomizedonthemainwindow.

    Toolbars Thisgiveaccesstothefulltoolbars.

    ApplicationSupport

    Integrationinto3rdpartyapplicationusingAPIAccess,Macros,TAPI,CommandLineorApplicationSupportPlugins.

    PhoneManagerOutbound

    ThisgivesaccesstothePhoneManagerOutboundform.

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  • 5.1 ApplicationSupportPhoneManagercanintegrateinto3rdpartyapplicationsinseveralwaysdependingontherequirementsandfeaturesthataresupportedbytheapplication.ThiscanbeassimpleasHighlight&DialormorecomplexfullcallcontrolandeventsusingAPIAccessorMacrodesign.Thefollowingisthelistofintegrationoptionsavailable.

    Method Description

    Directories Contactdirectoryimports,todisplayinformationaboutthecalleronthetoaster.

    Highlight&Dial DialingfromotherapplicationsbyselectingthenumberandthenactivatingthedialbyusingHotKeysordoubleclickingonthehighlightanddialicon.

    CommandLine Commandlineargumentscanbepassedtotheclientexecutabletoperformactions.

    Macros VBScriptmacrosthatcanbeactivatedoncalleventsormanuallybytheUser.

    TAPI 1stPartyTAPIdriverforintegrationinto3rdpartyapplications.

    ApplicationSupportPlugins

    PluginsprovidespecificintegrationtoarangeofwellknownCRMstyleapplications.

    Iftheapplicationorversionisnotcurrentlysupportedthencompletetheintegrationrequestprocessandwecaninvestigatethepossibilityofsupportingthisapplication.

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  • 5.1.1 APIAccessOverviewTheclientprovidesAPIcomponentsthatcanbeusedtoembedsomeofthefunctionalityofthePhoneManagerclientintoa3rdpartyapplication.UnliketheotherApplicationSupportoptionstheclientdoesnothavetoberunningtodothis.Allofthecallcontrolseventsandmethodsareavailable,soapplicationscanreacttocallringingeventsandreceivethecalldetailsandthenperformtheirownhandlingofwhattodonext,i.e.screenpopping,dialingoutetc.

    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 editingoptionenabledontheirClient Profileontheserver.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,callclearedonlywhenanswered,newoutbounddialercallorusercontrolled(i.e.viaatoolbarbutton).Type:external,internalorboth.

    5. EnterthemacrotextintheVBScriptsection.6. UsetheTestbuttontovalidatethesyntax.Ifthereareanyerrorsthenamessageboxwillbedisplayed

    indicatingtheerror.7. ClickonSavetosavethismacro.

    Topublishamacro:

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

    Todeleteapublishedmacro:

    1. FromtheserveropentheSite->Features->PhoneManager->Macrossection

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  • 2. SelectthemacroandclickonDelete.

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  • 5.1.3 ApplicationSupportPluginsOverviewPhoneManagerProfessionalLicensecontainspluginsavailablethatareabletodirectlyintegratewitharangeofwellknownCRMandPIMapplications.Thepluginsgenerallyprovidedeeper,moreseamlessintegrationthanothermethodsastheyleveragetheAPIsofthespecificapplication.

    Features

    Thereare4featuresthatthepluginscanprovide.Dependingontheapplicationthatisbeingintegratedwith,onlysomefeaturesmaybeavailablewithvaryinglevelsofsupportandtheremayneedtobeintegrationworkperformedbytheapplicationvendororadministratorofthesystem.Seetheapplicationintegrationdocumentforthespecificpluginfordetails.

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

    Ifmultiplefeaturesarerequiredthenanewapplicationsupportsetupisneededforeachone.E.g.screenpopandcallhistoryarerequired,anapplicationpluginneedsaddingandconfiguringforeachone.

    Configuration

    IftheconfigurationoftheCRMapplicationischangedfromusingthestandardfields,fieldtypesorformattingoritiscustomizedthenthismayaffecttheoperationoftheproductplugin.

    IftheCRMinstallationpathisrequiredbythepluginthismayvarybasedonwhetherthemachineis32bitor64bit.Thedefaultlocationofc:\programfile(x86)mayneedtobechanged.

    Toconfigureapluginforoneoftheapplicationsupportfeatures:

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

    thisplugin.Seetherelevantintegrationdocumentfordetails.5. SelecttheFeaturetoenableeither:

    ScreenpopCallhistoryCalendar/DNDsync

    6. Multiplefeaturescanbeenabledforeachpluginbyrepeatingtheprocessfromstep1.7. Selecttheeventtriggerthatwillcausethefeaturetobeactedon(thisisnotapplicabletoCalendar/

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

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  • 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.

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

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

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

    7. WithPhoneManagerrunningmakeacallfromPhoneDialer.8. IfthisissuccessfulthentheTAPIdriverisfunctioningcorrectly.

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  • 5.1.5 CommandLineOverviewTheclientcanberunviathecommandlinetooverridethelocalconfigurationoptionsonstartupandtoperformbasiccallcontrolactionswhilsttheclientisrunning.ForexamplePhoneManager.Client.exe MC: 8889274671,willcausethenumber8889274671todialed.

    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.

    TheMC(MakeCall)commandisavailablewithalllicenselevelsofPhoneManager.AllothercommandrequireProfessionalorTeamLeaderLicenses.

    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.

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  • FI:destination Setsanimmediateforwardtothedestination.

    FB:destination Setsanforwardonbusytothedestination.

    FN Removesanyforwarding.

    FNA:destination Setsaforwardnoanswertothedestination.

    FAB:destination Setsaforwardnoanswerbusytothedestination.

    TC:destination Performsadirecttransfertothedestination

    TR: Completeatransfer.(Musthaveacallinprogressandacallonholdtousethiscommand)

    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)

    Multipletoolbarscanbecreatedwithvaryingamountsofbuttonsthatcanhavecustomlabelsandbecolorstohighlightorcategorizespecifictypesofbuttons.Toopenatoolbarselecttheentryfromthetoolbardropdown.

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  • 5.2.1 IntegratedToolbarOverviewTheintegratedtoolbarprovidesfivebuttonsonthemainwindowshownunderneaththeSearch or Dialfield.EachbuttoncanbecustomizedbytheUsertosetthelabelshownandwhatactionisperformedwhenthebuttonisclicked.

    ThisisonlyavailablewhenrunningwithaProfessionalorhigherlicenseorwhenusingthebuiltinsoftphone.

    CustomizingButtons

    Toeditthebutton:

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

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  • 5.2.2 ButtonActionsOverviewThebuttonsthatcanbeusedonatoolbarhavedifferentactionsthatcanbeperformedwhentheyareclicked.Dependingontheactionthenadditionalparametersmayneedtobeconfigured,orinsomecasesiftheyarenotprovidedthentheUserwillbepromptedforthesewhentheyclickthebutton.

    Type Parameters Description/Action

    ACDEndWrap None ThebuttonwilldisplayayellowLEDwhentheassociatedagentisinthewrap-upstate.Clickingthebuttonwillplacetheagentdirectlyintothefreestate.Clickingthebuttonwhennotinwrap-uphasnoeffect.

    ACDStatus Optional:Huntgroup LogstheagentintospecifiedACDHuntgroup(s)(Useacommaseparatelisttodefinemorethanone).IfnotspecifiedthenlogsintoallACDgroups.Ifalreadyloggedin,thenclickingthebuttonwilllogstheagentoutofthespecifiedhuntgroup(s).

    AnswerCall None Answersaringingcallattheassociatedextension.Clickingthebuttonwhenthereisnocallringinghasnoeffect.

    ChangeCallerID Optional:Number ThischangestheoutgoingCallerID(CLI)(orCallingPartyNumber(CPN))thatispresentedwhenoutsidecallsaremadefromtheassociatedextension.Ifnonumberisprovided,theuserwillbepromptedfordetailswhenclickingthebutton.ThefeatureneedstobeenabledonthePBXandthenumberpresentedneedstobeallowedbythenetworktrunklineprovider.

    ClearCall None Clears(orhangsup)thecallthatisconnectedtotheextension.

    DialDigits Optional:Digits SendsthespecifiedDigitstotheextension.IfnotspecifiedthenpromptstheUserforthedigits.Use'!'tosendafeaturecodeand'P'tointroducepauses.

    DoNotDisturb(DND)

    Optional:NumberOptional:Text

    IftheextensionisalreadyintheDNDstatethenDNDisswitchedoff.IfnotinDND,theextensionisplacedintoDNDusingthemessageNumberandthemessageTextifspecified.Ifnotspecified,theUserispromptedtoentertextassociatedwiththemessage.

    DSS/BLF Required:Type SelectthetypeofDSSrequired(User,Agent,

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  • Required:Number ExtensionorHuntGroup)Type.EnterthenumberofthedeviceorusetheUserselectionwindowifapplicable.

    ColorKey:Green-Idle/FreeRed(Flashing)-CallRingingRed-BusyYellow-CallOnHoldBlue-DND

    EnableEventDrivenMacros None Enablesordisableseventdrivenmacros.

    FeatureCode Optional:CodeOptional:Parameter

    ThisrepresentsanyfeaturecodethatisavailableontheMiVoiceOffice250PBX.ThelistoffeaturecodesavailableisdownloadedautomaticallyfromtheMiVoiceOffice250PBXalongwiththedescription.

    ThiswillsetthefeatureCodespecifiedorprompttheUsertoenterthefeaturecodenumber.SomefeaturecodescanacceptadditionalParametersandthiscanbeconfiguredbuttheUsercannotenteradditionalparametersifnotspecified.Ifthefeaturehasa'ToggleState'(on/off)associatedwithit,theLEDonthebuttonwilldisplaythecurrentstate.

    HeadsetMode None EnablesordisablesthePBXheadsetmodeontheassociatedextension.

    HoldCall None Holdsthecallthatiscurrentlyconnectedtotheextension.

    MakeCall Optional:Number MakesacallfromtheextensiontotheNumber.IftheNumberisnotspecifiedthentheUserispromptedtoenteranumber.Use','afterthenumbertosignifythefollowingdigitsneedtobedialledoncethecallhasanswered.Example:

    01612345678,1234->Dial0161345678thenenter1234asDTMFonceanswered

    Park Required:TypeRequired:Number

    Selecttheparklocationtype(PhantomorHuntGroup),thenenterthenumberoftheparklocation.

    Pause/ResumeCallRecording None Thispausesorresumesthecallrecordingfortheactivecallontheextension.(Requirescallrecordingintegrationtobeenabled).

    PlayPrompt Optional:CRA IfthePBXhasanIVRsystemconnectedthenthiswillconferenceintheIVRdevice

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  • numberconfiguredintothecurrentcall.

    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.(Requirescallrecordingintegrationtobeenabled).

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

    VolumeDown None Decreasesthevolumeattheextension.SeeVolumeControlsectionfordetails.

    VolumeUp None Increasesthevolumeattheextension.SeeVolumeControlsectionfordetails.

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  • 5.3 PhoneManagerOutboundOverviewPhoneManageristhemainuserinterface(UI)forusersmakingoutboundcallsfromPhoneManagerOutbound.PhoneManagerprovidesadedicatedOutboundformthatprovidesallfunctionsandinformationnecessary.

    TheusermustbeconfiguredwithaProfessionalorTeam Leaderlicensetousethisfeature.

    Toaccesstheformclickonthe iconshownonthemainPhoneManagerwindowtoolbar.

    IfthisisnotdisplayedthencheckthattheuserhasthePhone Manager Outboundclientprofileoptionenabledontheiraccount.

    Whenmakingoutboundcallsthereisoftenaneedtointeractwithathirdpartypieceofsoftware.ThismaybebecausethereisadditionalinformationthattheuserneedstoseewhenonthecallorbecausetheuserneedstoupdatedataoraprocessoutsidePhoneManagerOutbound.Tocaterforthesedifferentrequirements,PhoneManagercandisplaythePhoneManagerOutboundforminoneofthreeviews:

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

    2. Contactdetailsview:Usedwhennothirdpartyapplicationsarerequired.ThePhoneManagerOutboundUItakesupthewholescreenandprovidestheuserwitheasyaccesstoallthefeaturesoftheform.

    3. Embeddedwebpageview:Usedwhenthethirdpartyapplicationsinterfaceisawebpage.PhoneManagerOutboundhasanembeddedbrowserthatwillloadthewebinterface.

    TheembeddedwebpageusesaChromebrowserengine.Ifthereareproblemswithrenderingonscreenpoppingthentheminimizedviewcanalwaysbeusedalongsideafullbrowserwindow.

    EndUserFeatures

    ThePhoneManagerOutboundformwithinPhoneManagerissplitintofourmainsections.Dependingontheviewchosenthesectionswillappeardifferentlytotheenduser.

    UserProductivity

    Theuserproductivitysectiondisplaystotheusertheirdailyproductivityonthesystem.Thestatisticsdisplayedoutlinethenumberofcallstheyhavemadeandhowsuccessfultheyhavebeenatgettingthroughtotherightpersonandthenconvertingtheleadintoasale.

    Thestatisticsshownareforallcampaignstheuserhasbeenworkingonthatday.Thestatisticswillupdateoncethecallhasfinishedwrapup.

    Dependingonhowbusythedatabaseistheremaybeadelayinthestatisticsupdatingontheusersscreen.

    ContactDetails

    Thecontactdetailspagegivestheuserasmuchinformationaspossibleaboutthepersontheyarecalling.Atthetopofthesectionitdisplaysthecontactsnameandtheresultofthelastcallthatwasmadetothem.

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  • Thecontactsdetailsarethenpresentedinthreeways:

    ImportedFields,fields1to10fromtheimporteddataareshowntotheuserh


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