IP Office
SoftConsole User Guide
15-601016 Issue 14a (15th October 2007)
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Contents
INTRODUCTION .......................................................... 5
CONFIGURATION ..................................................... 53
ABOUT THIS GUIDE...................................................... 5
THE LOGIN WINDOW ................................................. 53
GETTING STARTED ...................................................... 6
SAVING YOUR PROFILE ............................................. 54
THE USER LIST WINDOW ............................................. 7
ADMINISTRATOR MODE ............................................. 55
IP OFFICE CONTROL UNITS ......................................... 8
Overview........................................................ 55
THE MAIN WINDOW.................................................... 9
Editing a Profile.............................................. 55
Using Templates............................................ 56
OVERVIEW .................................................................. 9
CONFIGURING SOFTCONSOLE ................................... 57
THE MAIN MENU BAR ................................................ 11
Overview........................................................ 57
THE STATUS BAR ...................................................... 12
Appearance Tab ............................................ 58
CALL DETAILS PANEL ................................................ 13
BLF Groups Tab ............................................ 59
BLF PANEL .............................................................. 15
ADD MEMBERS TO A BLF GROUP .............................. 17
Configuring BLF Groups ................................ 60
VIEWING THE CALL HISTORY...................................... 18
Conferencing Tab .......................................... 62
VIEWS ...................................................................... 20
Directories Tab .............................................. 63
DIRECTORY ENTRY PROPERTIES ............................... 21
Door Release Tab.......................................... 64
Overview ........................................................ 21
Incoming Calls Tab ........................................ 65
The Directory Entry Form...............................22
Configuring Directory Lists............................. 66
The Group Service Status Form .................... 24
Keyboard Actions Tab ................................... 67
User Directory Properties...............................25
Keyboard Mapping Tab ................................. 68
Park Slots Tab ............................................... 69
CALL HANDLING ...................................................... 31
Configuring Park Slots ................................... 70
ANSWERING A CALL .................................................. 31
Queue Mode Tab........................................... 71
MAKING AN OUTGOING CALL...................................... 32
Configuring Queues....................................... 73
TRANSFERRING A CALL - UNSUPERVISED ................... 34
SoftConsole Tab ............................................ 74
TRANSFERRING A CALL - SUPERVISED ....................... 34
TRANSFER A CALL TO VOICEMAIL ............................... 35
APPENDIX ................................................................. 75
USING HOLD ............................................................. 36
DEFAULT TEMPLATES ............................................... 75
PARKING A CALL ....................................................... 37
SHORT CUT KEYS..................................................... 78
COLLECTING A PARKED CALL..................................... 37
TOOLBAR BUTTONS .................................................. 81
RECLAIMING A CALL .................................................. 37
Main Toolbar.................................................. 81
WORKING WITH QUEUES ........................................... 38
Overview ........................................................ 38
Directory Panel .............................................. 81
Monitoring Queues.........................................38
Held Calls Panel ............................................ 81
Answering a Queued Call .............................. 39
TROUBLE SHOOTING ................................................. 82
CONFERENCES ......................................................... 40
GLOSSARY ............................................................... 83
Overview ........................................................ 40
INDEX......................................................................... 85
Using the Conference Rooms........................40
Conferencing Held Calls ................................ 43
Viewing Conferences ..................................... 43
Adding Users to a Conference.......................43
FEATURES................................................................. 45
OVERVIEW ................................................................ 45
ADDING TEXT TO A CALL............................................ 46
DOOR RELEASE ........................................................ 47
INTRUDE ................................................................... 47
SENDING A TEXT MESSAGE ....................................... 48
USING PAGE ............................................................. 49
RE-ATTEMPT TRANSFER ............................................ 49
RECORDING A CALL................................................... 50
SEND EMAIL.............................................................. 50
USING THE DIAL PAD ................................................. 51
SoftConsole User Guide
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Introduction
About this Guide
This guide describes how to use the IP Office SoftConsole application to receive and distribute incoming
calls. It is for anyone who uses SoftConsole.
SoftConsole is intended primarily for operators and receptionists. It is designed to work in parallel with a
physical telephone. The telephone provides the speech path and SoftConsole provides call controls.
Key features are:
·
Large display for incoming call information.
·
Searchable directory of all IP Office groups and users including status information.
·
Visual display of queued calls.
·
Visual display of the status of extensions.
·
Up to 16 call parking areas.
·
Mobile Twinning.
Note
·
SoftConsole cannot be used in full softphone mode, for example, it does not support the PC also
being used as a softphone.
Further information about Avaya IP Office is available from www.avaya.com/support and also from
www.avaya.com/ipoffice/knowledgebase.
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SoftConsole User
Getting Started
You must login to SoftConsole before you can use the application. The Login window contains details so
that SoftConsole can communicate with the telephone system. If you are unable to Login, see your
system administrator.
To start SoftConsole:
1. Click Start > Programs > IP Office > SoftConsole. The IP Office SoftConsole Login window
opens.
2. In the User Name field, type your extension number or user name. The user name is case
sensitive. Alternatively, select the details from the User List window.
·
Make sure that the Unit Name\IP-Address field contains a valid name or address of an IP
Office unit.
·
Click User List to open the User List window. For more information, see The User List
Window.
3. (Optional) In the Password field, type your password. This is given to you by your system
administrator and is case sensitive.
4. (Optional) The field Unit Name\IP Address contains the IP Address of the IP Office System.
Click Browse to select a different IP Address. For more information, see IP Office Control Units.
5. Click OK. The SoftConsole main window opens. For more information, see The Main Window
Overview.
Note
·
If directory access to Microsoft Outlook contacts folder was selected in the directories
configuration form, a Microsoft Outlook warning screen might open. If the warning screen opens:
1. Select Allow access for.
2. Click an amount of time in the list.
3. Click Yes.
Yes must be selected to allow SoftConsole to retrieve Outlook contacts.
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Introduction
The User List Window
The User Name\Extn field in the Login window can be completed by selecting the details from a list.
To open the User List window:
1. At the Login window click User List. The User List window opens.
2. Start typing the name. Only the matching entries are listed.
3. Click the required entry. The Number and Name fields are completed.
4. Click OK to return to the Login window. The details you selected are entered in the User Name
field.
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SoftConsole User
IP Office Control Units
If there is more than one IP Office system available, you can select the unit to be connected.
To select a Unit:
1. At the IP Office SoftConsole Login window click Browse. The IP Office Control Units window
opens.
2. Highlight the required unit in the list.
3. Click OK.
If the required IP Office system is not listed, see your system administrator.
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The Main Window
Overview
The SoftConsole main window is configurable. The parts of the screen that you see when you login
depends on your profile. For more information, see Saving your Profile. If you view the call history the
Held Calls and BLF Panels are replaced with the Call History panel. For more information, see Viewing
the Call History.
The picture shows all the different parts of the application that are available.
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SoftConsole User
The SoftConsole main screen is divided into the following areas:
Title Bar
The Title Bar contains the name of the person who is logged in to SoftConsole. When SoftConsole is the
active program, the title bar is shown in Orange. If SoftConsole is not the active program, the title bar is
purple. Screen colours are different if an alternative skin is applied. For more information, see
Configuring SoftConsole - Appearance Tab.
Menu Bar
Commands & actions are available through menus. Some items are only accessible when the right
conditions occur, for example, when a call is received. For more information, see The Main Menu Bar.
Toolbar
The toolbars provide short cuts for options that are frequently used. For more information, see Toolbar
Buttons.
Call Details Panel
The panel contains a side-by-side display of current call information. The panel on the left contains
details of the current call. The panel on the right contains the directory and individual extension details. It
can also contain a script file and conferencing information. For more information, see Call Details Panel.
Queue Panel
The Queue panel displays graphical information on the status of calls held in queues. For more
information, see Working with Queues Overview.
Held Calls Panel
Any calls that are being held are listed in the Held Calls panel. For more information, see Using Hold.
BLF Panel (Busy Lamp Field Panel)
The icons represent dialable numbers. If the icons represent internal users, the user's status is indicated.
For more information, see BLF Panel.
Park Slot Panel
The park slot panel can contain up to 16 park slot buttons. For more information, see Parking a Call.
Status bar
The status bar confirms that you are connected to the telephone system and the profile that you are
using. There is also an indication to the number of new messages and missed calls that you have had.
For more information, see The Status Bar.
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The Main Window
The Main Menu Bar
At the top of the screen is the main menu bar.
Each menu can be opened by clicking the menu button. You can also open the menu by pressing ALT
and the underlined letter for the required menu. For example, press ALT+A to open the Actions menu.
The options available in each menu are:
File
Save the current SoftConsole setup as a personal profile, login with a different profile or exit the
SoftConsole.
View
Select to run SoftConsole in full or compact mode. Also, select the display language and whether to
show or hide the toolbar. If logged on in administrator mode, the BLF, held calls and park slots panels
can also be selected as shown or hidden. The option to view the call history is also available.
Actions
This menu contains actions for call handling. Those that are unavailable are not applicable to the current
call situation. Keyboard shortcuts for the functions are also shown.
Directory
Options to view to search, export and setup the directory.
Tools
This menu gives access to menus for the Dial Pad, Door Release, Send Email, View Conference
Rooms, Call Voicemail and to configure the SoftConsole.
Help
Access to the help system and details about Avaya IP Office SoftConsole.
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SoftConsole User
The Status Bar
The status bar confirms that you are connected to the telephone system and the profile that you are
using. There is also an indication of the number of new messages and missed calls that you have had.
Any new personal voicemail messages or messages for the hunt group that you are a member are
indicated. You can collect your personal voicemail messages and any hunt group messages from the
status bar. The number of new messages indicated is the totals of new voicemail messages for the
personal as well as all the configured hunt group mailboxes which you are a member of.
To collect your messages:
1. Double-click the area that shows the number of new messages.
·
If you have at least one hunt group mailbox configured the Messages screen opens. All
your mailboxes are listed. The number of new messages is shown against each mailbox.
Double-click a mailbox to collect the new messages. You are connected to the Voicemail
server as soon as it is located.
·
If you only have a personal mailbox you are taken directly into your mailbox. You are
connected to the Voicemail server as soon as it is located.
2. If you are using your own extension, press #. Otherwise enter your extension number and press
#.
3. Enter your voicemail password and press #.
4. When you have successfully logged in to your mailbox, you hear an announcement to tell you
about the messages that you have. Press 2 to receive your messages. Follow the voice prompts
to listen, save or delete your messages.
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The Main Window
Call Details Panel
The Call Details panel contains a side-by-side display of current call information. A slider positioned
between the two panels allows the operator to adjust the size of the panels as required.
The panel on the left contains details about the current calls. When a single call is in progress, either
ringing or connected, it contains details of that call.
If you have multiple call appearances set, additional calls can be shown when they arrive. Clicking the
separate calls has the same effect as pressing the matching call appearance buttons on the telephone.
Details that can be shown for a single call are:
Calling Name
The IP Office system name associated with the calling number. For external calls this can be a name
obtained from a calling number match with the IP Office directory.
Calling Number
The telephone number of the caller, if available.
Called Name
The IP Office name associated with the called number.
Called Number
The extension number the incoming call was routed to by the IP Office. Usually the SoftConsole user is a
member of this operator group.
Call Status
States the progress of a call. The border around the Call Details Panel changes color to indicate the
status of a call. For more information, see Appearance tab in the Configuration section.
Red - Alerting incoming call or alerting outgoing call.
Green - Connected call, or call still being dialed.
Yellow - Returned call. For example, a held call that has timed out from hold.
Black - Idle.
Duration
The length of time that the call is in its current state, for example ringing, connected, or held.
Notes
This area displays notes or information about the call. For example, when a call returns the reason for
the return is shown. If annotation is attached to the call, the annotation is shown here. For more
information, see Adding Text to a Call in the Features section.
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SoftConsole User
Directory
The panel on the right usually displays the directory. Using search you can show details of an individual
entry.
The directory can show:
·
Directory entries including IP Office users, IP Office groups, numbers from the IP Office directory
and numbers from the SoftConsole directory.
·
Full properties and status of an individual user or group when double-clicked or when they are
the only remaining search match.
·
A script file when the calling number of a call matches a SoftConsole directory number with an
associated script.
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The Main Window
BLF Panel
The Busy Lamp Field (BLF) panel displays named icons that represent dialable numbers. If the icon is
for an internal user, the user's status is indicated.
The panel uses tabs to group different sets of icons. You can switch between the groups by clicking the
tab name.
The icons used for an IP Office user are:
Unread Voicemail Messages
A yellow envelope indicates that the user has unread voicemail messages. The number
of messages appear in brackets.
User Busy
A red circle with white cross indicates the user is busy.
Forwarding All
A green circle with white arrow indicates that all calls to the user are currently being
forwarded.
Do Not Disturb
A blue circle with white cross indicates that the user has do not disturb switched on.
To use a BLF Icon as a speed dial:
1. Double-click on the required icon or right-click and select Call.
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SoftConsole User
The look and feel of the icons in the BLF panel can be changed in several ways:
To change the icon view:
1. Right-click the BLF Panel and select View.
2. Select the view type required.
·
Large Icons (Ctrl+Alt+G)
·
Small Icons (Ctrl+Alt+S)
·
List Icons (Ctrl+Alt+I)
·
Details (Ctrl+Alt+D)
To change the icon arrangement:
1. Right-click the BLF Panel and select Arrange.
2. Select the way you want to arrange the icons.
·
Name Order (Ctrl+Alt+N)
·
Number Order (Ctrl+Alt+M)
·
Status Order (Ctrl+Alt+U)
·
New Messages Order
·
Horizontally (Ctrl+Alt+H) - Available in small icons or large icons view.
·
Vertically (Ctrl+Alt+V) - Available in small icons or large icons view.
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The Main Window
Add Members to a BLF Group
Members can be added to a BLF Group from the BLF Panel within the Main window.
To add a member to a BLF Group:
1. View the BLF Group in which the members need to be added.
2. Right-click within the BLF Panel.
3. Highlight New, click BLF Group Member. The New BLF Group Member dialog box opens.
4. Enter the name and the extension number.
5. Click OK to return to the BLF panel.
BLF Members can also be added by:
·
Click within the BLF Panel and press Ctrl+Alt+B to open the New BLF Group Member window.
Enter the name and extension number. Click OK to return to the BLF Panel.
·
Double-click within the BLF Panel to show the Edit BLF Group Properties window. Add members
as required. Click OK to return to the BLF Panel.
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SoftConsole User
Viewing the Call History
The Call History pane replaces the BLF and Held Calls panels. The Call History Panel can not be viewed
at the same time as the BLF and Held Calls panels. If the profile loaded does not contain the BLF and
Held Call panels, you can not view the Call History. For example, when the AdminTemplate3 default
template is used you can not view the Call History panel.
To view the call history:
1. Click View > History. The Call History details replace the BLF and Held Calls panels.
The Call History Pane is divided into the following tabs:
·
In
Lists all calls received at your extension.
·
Out
Lists all calls made from your extension.
·
Missed
All the unanswered calls to your extension.
·
All
Lists all the incoming, outgoing and missed calls.
Each 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 number in brackets on the tab shows the number of calls
listed.
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The Main Window
Within each tab there are the following fields:
FIELD
DESCRIPTION
- indicates a call that was made from your extension - an outgoing call.
Call Status
Icon
- indicates a call that was made to your extension - an incoming call.
- indicates a call that was not answered - a missed call.
Either the incoming telephone number or the telephone number that was called. If
Number
the call was an internal call, just the extension number is listed. To make a call
double-click on the telephone number.
The name that is associated with the Number in the directory on the main system
From
or your Local Directory. For more information, see your system administrator.
The name that is associated with the called number in the Directory on the main
To
system or your Local Directory. For more information, see your system
administrator.
Text that was entered to identify the call. Any calls that you annotate have the text
Tag
recorded in this area. For more information, see Adding Text to a Call.
The date and time that the call happened.
Date & Time
The following options are available when you right-click within a tab:
·
Clear
The call information listed in the current pane is cleared.
·
Clear All Tabs
The information listed in all the Call History tabs is cleared.
To return to the Held Calls and BLF panels view:
1. Click View > Call History.
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SoftConsole User
Views
SoftConsole can be run in compact or normal view modes. In compact mode, none of the panels below
the calls details and directory are shown. The queues, held calls and BLF panels are hidden, as can be
seen in the example.
To toggle between the views:
1. Click to toggle between compact and normal view.
Alternatively, click View > Compact View or Normal View.
Note
·
Press Home on your keyboard to toggle between the compact and normal views.
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The Main Window
Directory Entry Properties
Overview
You can use the Directory Entry Properties window to edit the properties of the entry selected. All
directory entries have an icon that indicates the entry type.
·
A user is indicated by the icon
. For more information, see The User Directory Entry Form.
·
A directory entry is indicated by the icon
. For more information, see The Directory Entry Form.
·
A group is indicated by the icon
. For more information, see The Group Service Status Form.
To open a Directory Entry Properties form:
1. Click an entry in the directory.
2. Click
. The Directory Entry Properties form is shown for the selected entry.
·
Double-click a directory entry to see the properties in the directory panel. Double-click on
the properties to show the details in a directory properties form
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SoftConsole User
The Directory Entry Form
The Directory Entry form that opens depends on whether the number is from the IP Office directory or
from the local directory. The directory numbers that can be changed are:
·
IP Office directory numbers.
·
SoftConsole Directory numbers.
To open a directory entry properties form:
in the SoftConsole directory panel.
1. Click
2. Click
.
IP Office Directory Number
The IP Office system with which SoftConsole is working includes a directory of names and numbers.
These are used both for outward dialling and to match names to incoming caller numbers.
Entries in the IP Office directory are available to all IP Office users through SoftConsole, Phone Manager
or directory functions on their telephones.
The only fields used for an IP Office directory number are the Name and Phone Number. These can not
be changed through the SoftConsole. Changes to IP Office system directory numbers are made through
the IP Office configuration.
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The Main Window
SoftConsole Directory Number
SoftConsole has a local directory that can be used for outgoing dialling and to match a name to an
incoming call. When a name match exists in both the IP Office directory and the SoftConsole directory,
the name in the SoftConsole directory is shown on the SoftConsole. For more information, see Incoming
Calls Tab.
The fields that can be changed are:
·
Name
The name to show in the SoftConsole directory and on incoming calls where the calling number
matches the number set.
·
Number
The number to associate with the name. On some systems this number needs to include an
external dialling prefix.
·
Script File
A simple script file, in either .txt or .rtf format, can be associated with the directory number. When
an incoming calling number matches a directory entry, the script file is displayed in the directory
panel.
·
Media File
A media file such as .wav files can be associated with the directory number. When an incoming
calling number matches a directory entry, the media file is played. Distinctive sounds can be
associated with calls matching particular directory numbers.
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SoftConsole User
The Group Service Status Form
You can change a hunt group's status between In Service or Out of Service.
To open a group directory entry properties form:
1. Click
group in the SoftConsole directory panel
. The Group Service Status window opens.
2. Click
When the properties of a group is selected the Group Service Status window opens.
·
Group Name
The name of the group being viewed.
·
Service Status
You can change a hunt group's status between In Service or Out of Service. Depending on the
IP Office configuration, when Out of Service, calls go either to another destination or to voicemail.
Note
·
A third status setting, Night Service, is set either automatically by time settings or by the use of
special dialling codes.
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The Main Window
User Directory Properties
The User Directory Entry Form
You can change the Do Not Disturb status, bar the user from making outgoing calls, alter the group
status for individual groups and change the forwarding settings.
To open a Users directory entry properties form:
in the SoftConsole directory panel.
1. Click
2. Click
. The Directory Entry Properties window opens.
Some field details can not be changed. Details that are not changeable are:
·
User Name
·
Extension
·
Full Name
·
Logged In. The check box shows the users current logged in state.
The operator can change the details of:
·
Do Not Disturb
Shows whether the user is on Do Not Disturb.
·
Bar Outgoing Calls
The SoftConsole operator can control whether a user can make outgoing calls.
·
Forwarding Button
Click this button to display the users forwarding settings. For more information, see The
Forwarding Status Window.
·
Group Status
A list of the hunt groups that the user belongs. If the group is checked, the user is 'in group'.
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SoftConsole User
Follow Me and Forwarding Behaviour
Calls to an extension can be diverted to a different telephone number either internal or external. You can
enter the destination telephone number and select whether all calls are redirected or only external calls.
The types of forwarding that can be selected are:
·
Follow me.
·
Forward unconditional.
·
Forward on busy.
·
Forward on no answer.
Follow Me
When selected, ALL your calls are forwarded to the entered 'Follow Me' extension number. This is used
for temporary redirection when you are away from your own extension but are available on another
extension. You must enter an internal extension number as the Follow Me destination.
·
Calls can be made from your original extension. The only calls that can be received at your
original extension are calls made from the Follow Me destination extension.
·
Any Speed Dial associated with your original extension number does not indicate that the calls
are being forwarded to another number.
·
If the Follow Me destination extension is busy or there is no answer, the call is transferred to your
voicemail.
·
If you have set an absent message, the text is displayed to callers. If Absent text is active at the
destination extension it will not be displayed as your absent message has priority. For more
information, see Setting an Absent Message.
If you have forwarding options selected, the Follow Me behaviour can change.
Forwarding Options Selected
Follow Me Behaviour
Forward Unconditional
Setting is ignored when Follow Me is selected.
Forward on Busy
If the Follow Me destination extension is busy, the call is
forwarded to your Forward on Busy destination. If there is no
answer at the Forward on busy extension then the call is
transferred to your voicemail, if available.
Forward on No Answer.
If there is no answer at the Follow Me destination extension the
Forward on no answer setting is ignored and the call is
transferred to your voicemail, if available.
Note
If an option is selected, but there is no destination entered the option is ignored.
For example, Anne Webb (ext 206) diverts all her calls to extension 207 using Follow Me. There is an
incoming call for Anne.
Scenario
Forward on Busy/No Answer
No Forward options selected
options selected
Extension 207 is busy.
Caller is transferred to Anne's
Caller is transferred to Anne's
Forward on Busy number
voicemail.
specified.
There is no answer at
Caller is transferred to Anne's
Caller is transferred to Anne's
extension 207.
voicemail.
voicemail.
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The Main Window
Forward Unconditional
If Forward Unconditional is selected and a destination number entered, ALL your calls can be re-
directed. The destination can be an extension number or if enabled an external number. For more
information, see your system administrator.
·
The Forward Unconditional option is ignored when the Follow Me option is selected.
·
If the option Forward Hunt Group Calls is selected it only applies to hunt groups that are
configured for sequential or rotary ringing mode. For more information, see your system
administrator.
·
The options 'Forward on Busy' and 'Forward On No Answer' are unavailable.
·
You can still make outgoing calls from your extension. The only calls that you can receive when
all your calls are forwarded are calls made from the Forward unconditional destination number.
·
If you have set an absent message, the text is displayed to callers. If Absent text is active at the
destination extension it will not be displayed as your absent message has priority. For more
information, see Setting an Absent Message.
Forward
Forward Hunt
Forward Internal
Call Behaviour
Unconditional
Group Calls
Calls
All calls are redirected to the Forward
Unconditional destination number.
External calls and hunt group calls
received by your extension are
redirected to the Forward
Unconditional destination number.
Internal calls are presented to your
extension.
External calls are redirected to the
Forward Unconditional destination
number. Internal calls, including any
hunt group calls, are presented to your
extension.
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SoftConsole User
Forward on Busy / No Answer
When selected your calls are redirected to the number entered in the forward on Busy/No Answer field.
The same number is used for calls forwarded when your extension is busy or not answered.
·
If either the Forward on Busy or Forward on No Answer options are selected and no forward
number entered, the calls are forwarded to the number set in the forward unconditional section.
·
The first time Forward on No Answer is selected, the option Forward Internal Calls is
automatically selected. If Forward Internal Calls and Forward On No Answer are de-selected, the
next time Forward On No Answer is selected, the option Forward Internal Calls is not
automatically selected.
·
If you have set an absent message, the text is displayed to callers when the Forward on No
Answer forwarding option is selected. If Absent text is active at the destination extension it will
not be displayed as your absent text has priority. For more information, see Setting an Absent
Message.
·
If you have set an absent message, the text is displayed to callers when the Forward on Busy
forwarding option is selected. If Absent text is active at the destination extension your absent text
will not be shown. The destination extension's absent text has priority. For more information, see
Setting an Absent Message.
Forward on
Forward on
Forward Internal
Call Behaviour
Busy
No Answer
Calls
External calls are forwarded to the specified
number when your extension is busy. Internal
calls are transferred to your voicemail, if
available.
All calls (internal and external) are forwarded
to the specified number when your extension
is busy.
External calls are forwarded to the specified
number when your extension is not answered.
Internal calls are transferred to your voicemail,
if available.
All calls (internal and external) are forwarded
to the specified number when your extension
is not answered.
External calls are forwarded to the specified
number when your extension is not answered
or your extension is busy. Internal calls are
transferred to your voicemail, if available.
All calls (internal and external) are forwarded
to the specified number when your extension
is not answered or is busy.
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The Main Window
The Forwarding Status Window
You can view and change the forwarding status of a user. Calls to an extension can be diverted to a
different telephone number either internal or external. You can enter the destination telephone number
and select whether all calls are redirected or only external calls. For more information, see Follow Me
and Forwarding Behaviour. Mobile twinning can also be set in this window. For more information, see
Mobile Twinning.
To configure the forwarding options:
1. Click the required user
in the SoftConsole directory panel.
.
2. Click
3. Click Forwarding. The Forwarding Status window opens.
4. Type the destination telephone numbers in to the appropriate fields. Available numbers can also
be selected from your directory list.
·
Right-click in a number field. The Forward Follow-me Number window opens.
·
Select the telephone number required from the listing.
·
Click Add.
5. Click OK to save your changes.
Notes
·
For call appearance users 'Forward On Busy' is only used when all their call appearance buttons
are busy.
·
Some forwarding options require configuration within IP Office Manager, for example, a user
might be barred from making outgoing calls. For more information, see your system
administrator.
·
You must enter an internal extension number as the Follow Me destination.
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SoftConsole User
Mobile Twinning
If Twinning is enabled in IP Office Manager any incoming calls ring the extension number and the
external 'twinned' number. For example, a user's extension number rings as well as their mobile
telephone. The call can be answered from either the extension or mobile telephone. For more
information, see your system administrator.
Notes
1. Mobile Twinning is a licensed feature.
2. If account codes are used, the user can not enter an account code when they answer a call at the
external telephone.
3. If the feature Do Not Disturb (DND) is selected any callers to the internal extension will hear the
busy tone. The user's external telephone will not ring. If a caller is entered in to the DND
exception list only the internal telephone rings.
·
As a SoftConsole operator you can not add numbers to DND exception lists.
4. If any of the forward options are selected, both the external telephone and the extension where
the calls are forwarded to will ring.
5. If the option Follow Me is selected only the extension that the calls are forwarded to will ring. The
external telephone number will not ring.
To set mobile twinning:
in the SoftConsole directory panel.
1. Click the required user
2. Click
.
3. Click Forwarding. The Forwarding window opens.
4. Select Mobile Twining.
5. In the Mobile Twinning field, enter the telephone number that you want to 'twin' to the user's
extension. Telephone numbers must be entered with no spaces.
6. Click OK to save your changes.
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Call Handling
Answering a Call
When an incoming call is received, the Call Details panel is outlined in red and displays information
about the caller. If, in the SoftConsole directory, a script file is associated with the incoming number, the
script is shown in the right call panel.
To answer the call, use any of the following methods:
·
Press Enter.
·
Click
.
·
Click Actions > Answer Call.
·
Pick up the handset if using your telephone.
·
Double-click in the Call Details Panel.
When a call is answered the caller information is outlined in green. If a script is showing, to remove it
click the Close Script button or press Enter again.
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SoftConsole User
Making an Outgoing Call
There are several ways to make a call from SoftConsole.
To make a call, use one of the following methods:
·
Dial from your telephone.
·
Double-click on a specific BLF to speed dial the associated number.
·
Locate and select a directory entry and then click
or press F12.
·
Click
or press F12 to see the Make Call screen.
The Make Call Screen.
When you click
or press F12, the Make Call screen opens.
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Call Handling
To use the Make Call form:
1. Select the directory that you want to search. You can select more than one directory.
2. Start entering the name in the Name field.
The entries that match the text entered are shown. When the required number can be seen in the
listing, click it once. The number is transferred to the Number field.
·
When there is only one match, the number is automatically transferred to the Number
field.
3. (Optional) Enter a Tag message. For more information, see Adding Text to a Call in the Features
section.
4. Select the required action:
·
Make a Call
Place a call on the selected number.
·
Voicemail
Leave a message for the user.
·
Ringback
When an extension number is busy, click Ringback. When the extension becomes free, it
rings your extension.
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SoftConsole User
Transferring a Call - Unsupervised
If you recognizes a calling name or number, the incoming call can be transferred without the call being
answered.
To transfer a call without answering it:
1. Enter the destination extension number in the SEARCH field.
·
If the match status is shown as Busy, the call can be put on hold against the extension
number by pressing Ctrl+B. The caller is on hold against the extension for 15 seconds or
until the destination extension becomes free. The call returns indicating why it is being
returned, for example, timeout or that the target extension is now free. You can use
Ctrl+R to re-attempt the transfer.
2. Click
. The incoming call is transferred to the destination extension and cleared from the
screen.
You can also transfer a call by:
·
Pressing F2.
·
Click Actions > Transfer Call.
·
Drag & drop the call on to the extension within the Directory panel.
·
Drag & drop the call on to the required BLF.
You can be configured to have unanswered calls returned. For more information, see your system
administrator. When a call is returned, (NoAns) is shown in the Call Details panel.
Transferring a Call - Supervised
When you need to consult a user to verify that they are free to accept a call, a consultation call is
needed.
To make a consultation call:
1. Enter the extension number or user name in the directory SEARCH field.
in the directory panel or press F12. The progress of the
2. If the extension is free, either click
outgoing call can be heard. The original call is put on hold.
3. Once the call is answered:
·
If the incoming call is accepted for transfer, complete the transfer by clicking
or
pressing Ctrl+T.
·
If the user does not want to receive the incoming call, finish the consultation call by
clicking
or pressing End. Return to the original caller by taking them off hold.
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Call Handling
Transfer a Call to Voicemail
If an incoming caller wants to leave a message for a user, the caller can be transferred to a user's
voicemail.
To transfer a call to voicemail:
1. Press F3.
Alternatively, click Actions > Voicemail Transfer. The Voicemail window opens.
2. Select the directory required. Both Show HuntGroups and Show Users can be selected.
3. Start entering the name into the Name field.
4. Click Voicemail when the extension number appears in the Number field.
Note
·
Another way to transfer a call to voicemail is to select the extension number in the directory panel
and then press F3.
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SoftConsole User
Using Hold
A call can be put on hold so that you can perform another task. The Held Call Panel contains a list of all
the held calls. You can sort the list by clicking the corresponding column header. Clicking a row in the list
selects the call so you can answer or transfer the call.
The toolbar at the top of the panel allows the following actions. You can also right-click on the panel to
access a pop-up menu for these options.
Answer the Selected Held Call - Any held call can be answered when the call is in the Held Calls
Panel. Select the relevant call and then click this button.
Answer Longest Held Call - Answers the call that has been held the longest.
Conference with Held Calls - Creates a conference with the current call and all the held calls.
Transfer Held Call - Transfers the selected held call (unsupervised transfer)
To place the current connected call on hold:
·
Click
or press F4. To hold and answer the next call in one action, press F7.
·
Held calls are shown in the Held Calls panel. The time a call will remain on hold, if you are free, is
controlled by the telephone system. The default is 15 seconds. For more information, see your
system administrator.
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Call Handling
Parking a Call
You might need to temporarily "park" a call to handle some other tasks. An example of parking is where
an incoming caller needs to speak to someone urgently but they can not be found. The call can be
parked in slot "1", and the specific user paged to pick up the call on "1". For more information, see Using
Page. Calls remain parked for a specific length of time before being returned to the operator. For more
information on the park time, see your system administrator.
SoftConsole provides parking slots for 16 calls, all with a specific park ID. When a call is parked in one of
the park slots, the button label provides information about the call. When a park slot is vacant, the button
label shows the park slot ID. All operators can see when the call is picked up or ended. Anyone can
answer a parked call. For more information, see Collecting a Parked Call.
To park a Call:
·
When the call is active in the Current Call Information panel, click a vacant Park Slot within the
Park Slot panel to park the call. The parked call displays information regarding the call, for
example the source number of call.
To Unpark a Call:
·
When a call is parked in a Park Slot, click the relevant Park Slot Button to unpark the call.
If a secure parking slot is required for private use, configure the Park ID with text. The call can not be
unparked using normal dialling. The call can only be unparked using a park slot button set to the same
text. For more information, see Configuring Park Slots.
The default SoftConsole shortcuts are Alt+F1 to F12 for buttons 1 to 12 and then Shift+F9 to F12 for
buttons 13 to 16.
Collecting a Parked Call
When you park a call, the call can be picked up by any IP Office user who knows the park slot number.
To pick up a parked call from an IP Office telephone do one of the following:
·
Dial the default short code, *38*N# replacing N with the park slot number.
·
If Phone Manager or SoftConsole users have a park slot button set to the same park slot number,
the button indicates the parked call. They can click the button to unpark the call.
·
On Avaya telephones with programmable buttons, those buttons can be programmed to match
particular park slot numbers. The button indicates when a call is parked in that park slot and can
be pressed to unpark the call.
Reclaiming a Call
You can attempt to reclaim the last call to which the SoftConsole was connected. This might be useful if
you suspect a call was transferred to the wrong number.
To reclaim the last call handled:
·
Press F6 or click Actions > Reclaim Call.
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SoftConsole User
Working with Queues
Overview
Calls to a hunt group are held in a queue when all available members of the hunt group are busy or
ringing.
For example, a company provides a customer query number. There are 4 people who answer customer
queries. A hunt group is created called 'CustomerHelp' containing the 4 extension numbers. All calls to
the customer query number are presented to the CustomerHelp hunt group. A caller using the customer
query number rings any free extension in the hunt group. If all 4 extensions are already ringing or on a
call, the incoming call is put into a queue. When any extension in the CustomerHelp hunt group becomes
free, the longest held queued call is presented to the free extension.
As a SoftConsole operator you can monitor any queues. You do not have to be a member of the hunt
group to monitor the number of calls being held in a queue. For more information, see Monitoring
Queues. You can answer a queued call without being a member of the hunt group. For more information,
see Answering a Queued Call.
You can configure SoftConsole to monitor up to 2 queues. For more information, see Configuring
SoftConsole - Queue Mode Tab.
Monitoring Queues
The Queue Mode Panel can display up to eight queues.
The number of calls held in a queue is indicated by a bar graph. The total number of calls is shown at the
end of the bar graph. Each call is shown as a white box, if the alarm threshold has not been exceeded. If
the number of calls in the queue exceeds the alarm threshold, the calls exceeding the threshold are
shown as an amber box.
The longest length of time a call is in the queue is indicated in the text box at the end of the graph. The
time is updated whenever a call is queued. The time is shown in white if the longest wait time alarm
threshold has not been exceeded. The time changes to being amber if the longest wait time is exceeded.
When the mouse pointer is moved over an active Queue Call bar information is shown about the queue.
The Queue Name, number of calls in the queue, number of Recall calls and the queue status either
normal or alarmed is listed.
In the example, the CustomerHelp hunt group has two calls waiting to be answered. One call has been
in the queue for 1.15 minutes. The time alarm threshold has not been exceeded as the time is in white
numbers. The number of calls in the queue exceeds the alarm threshold as one of the calls is
represented by an amber box. For more information, see Configuring SoftConsole - Queue Mode Tab.
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Call Handling
Answering a Queued Call
Any SoftConsole operator can answer queued calls. You do not have to be a member of a hunt group.
To answer a queued call:
1. Click the Queue Name button.
The first call in the queue is presented to you with the hunt group name shown in the Calling
Name field.
2. Answer the call in the normal way.
Note
·
If you are a member of a hunt group, a queued call is automatically presented in the Current Call
Information panel. The name of the hunt group is shown in the Calling Name field. You can
answer the call in the normal way.
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SoftConsole User
Conferences
Overview
A SoftConsole operator can create conferences. They can also add callers to a conference hosted by
the IP Office telephone system. This can be done is several ways:
·
Conference Held Calls
The SoftConsole operator can place several calls on hold and then start a conference between
those calls. For more information, see Conferencing Held Calls.
·
Use Conference Rooms
SoftConsole has two conference rooms where a conference can be created. The indicated
conference users can be invited to join the conference. If VoiceMail Pro is installed, the invitation
to join a conference is automated. For more information, see Using Conference Rooms.
·
Viewing Existing Conferences and Add Users
The SoftConsole operator can view all existing conferences and add a caller to any of those
conferences. For more information, see Viewing Conferences.
Using the Conference Rooms
The
and
buttons in the main toolbar represent the two conference rooms. You can use the
conference rooms to start conferences with multiple members. If VoiceMail Pro is available, it can
automatically call each party and ask them to join the conference.
Click either button to find out if the conference room is in use. If a conference room is in use, the BLFs in
the Conference Room window show the delegates status.
Not Invited.
Invited.
Joined.
Declined.
Unavailable
If the conference buttons are available, you can create a conference. If the buttons are unavailable, the
conference room names have not been created. For more information, see Conference Configuration in
the Configuring SoftConsole section.
To create a conference:
1. Click either
Conference Room 1 or
Conference Room 2.
A conference room window opens. If the conference room is not currently in use, the window is
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Call Handling
blank. If it is in use, the current members of the conference are shown.
2. (Optional) In the Conference Description area, type the subject of the conference.
The subject only shows on the conference room form.
3. In the Conference Host area, type the name of the person who has requested the conference.
The name is shown when viewing current system conferences in the directory panel. For more
information, see Viewing Conferences.
4. Enter the users for the conference.
Click the Add Users button and select the users from the directory list. If a user is added by
mistake, right-click the user BLF and select Remove.
5. Invite the users to the conference.
·
If VoiceMail Pro is present:
Users can be invited by clicking the Invite button.
The BLF icons show with a blue outline. Each user is rung and invited to the conference.
When the user answers, they are invited to join the conference. The Conference BLFs
change automatically to indicate the user's response.
The user responds by:
·
Press 1 to accept the invitation.
·
Press 2 to decline the invitation.
·
Press 3 to indicate that they are unavailable.
·
If VoiceMail Pro is not present:
Users must be invited manually.
Double-click each BLF icon to call the user and invite them to the conference. If they
accept, click either Add to conference room 1 or Add to conference room 2 from the
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SoftConsole User
Actions menu. If the user is unavailable or has declined the invitation, end the call. Right-
click on the BLF and change the status accordingly to record the delegates response.
Once a conference is in progress additional users can be added using Add to conference Room 1 or
Add to Conference Room 2 action.
Note
·
You can add users to a conference room by dragging and dropping a BLF in to the conference
window. BLFs representing both internal and external numbers can be used.
The Conference Room View
The icons within the conference room can be changed.
To change the conference room view:
1. Right-click in the Conference Room Window.
2. Select View from the pop-up menu.
The view types available are large icons, small icons, a list of icons or the details.
To change the way the icons are arranged:
1. Right-click in the Conference Room Window.
2. Select Arrange from the pop-up menu.
The ways you can arrange the icons are by name, number or by status.
To change the status of a user:
1. Right-click on the user's BLF.
2. Select Change Status.
3. Select the status required.
The status types are Not invited, Invited, Joined, Declined, or Unavailable.
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Call Handling
Conferencing Held Calls
Using SoftConsole, multiple calls can be held and then a conference started between the held calls. This
is the simplest method for starting a small ad-hoc conference of three or four parties. For more
information about creating larger conferences, see Using the Conference Rooms.
To conference held calls:
1. Call and then place each user to be conferenced on hold.
2. Press the
Conference button.
Hang Up to remove yourself from the conference call.
3. Click
Viewing Conferences
You can use the Directory Panel to view any current conferences on the IP Office system. The
conferences listed includes ad-hoc conferences started by other users and any SoftConsole
conferences. If IP Office Conferencing Center is installed, any conferences in progress are listed.
To view a conference:
·
Click
in the Directory panel.
The conference name and host is listed for SoftConsole conferences and IP Office Conferencing
Center conferences. For other conferences, just the conference number is shown.
Adding Users to a Conference
The SoftConsole operator can add a caller to any conference.
To add a caller to conference:
1. Answer or make a call to a user.
in the Directory panel to display the current conferences.
2. Click
3. Click the required conference.
4. Click Actions > Add to Conference.
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Features
Overview
Various call features are available from the Actions and Tools Menu. Features that are not explained in
this section are covered in the Call Handling sections.
Features that are covered in this section are:
·
Annotate
Associate a text annotation with a call. For more information, see Adding Text to a Call.
·
Dial Pad
Show the pop up Dial Pad form. For more information, see Using the Dial Pad.
·
Door Release
Open controlled doors without leaving the desk. For more information, see Door Release.
·
Intrude
Talk to a user who is active on a call. For more information, see Intrude.
·
Page
Activate the paging feature. For more information, see Using Page.
·
Reattempt Transfer
Transfer a call that is returned to the operator. For more information, see Re-attempt Transfer.
·
Record Call
Turns on call recording. For more information, see Recording a Call.
·
Send Email
Send a message to a user through the email system. For more information, see Send Email.
·
Send Message
Allows the operator to send a message to a user that is visible either on the users telephone
display or through Phone Manager. For more information, see Sending a Text Message.
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SoftConsole User
Adding Text to a Call
Text can be associated with a call. This feature is known as 'Tagging' or 'Annotating' a call. Alpha and
Numeric characters can be used but not commas. By default, the length of a message is up to 16
characters. The SoftConsole administrator can specify the maximum length of call notes. for more
information, see Administrator Mode Overview. When a call is transferred the text is displayed on the
destination telephone if the equipment can show text and the call is internal. It is also recorded within the
Call History area. For more information, see Viewing the Call History.
To Add text to a call:
1. Click Actions > Annotate Call.
Alternatively, press F11.
2. Type the required details and click OK.
The Current Call Information panel contains a notes field that shows the entered text. When the call is
transferred, the message is shown at the extension if the equipment can display text.
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Features
Door Release
You can open a controlled door, without leaving your desk. For example, the telephone switch can be
connected to a relay that controls the loading bay door. When someone requires access to the loading
bay you can 'unlock' the door to allow entry. The Door Release option is unavailable until you configure a
door name. For more information, see Configuring SoftConsole - Door Release Tab.
Up to 2 doors can be controlled using SoftConsole. The doors are released for 5 seconds by default.
To open a door using SoftConsole:
1. Click Tools > Door Release.
2. Click the required door name to release the door.
Intrude
This is only available if you have permission to intrude and the other internal parties have given
permission to allow intrude to happen. For more information on how to configure this option, see your
system administrator.
To intrude on a user who is active on a call:
1. Locate the user in the directory panel.
2. Click Actions > Intrude.
Alternatively, press F9.
3. Speak to the User. Both people on the call can hear you.
Hang Up to finish.
4. Click
Alternatively, click Actions > Hang Up or press the End button to end the call.
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SoftConsole User
Sending a Text Message
You can send a short text message to a user with an Avaya display telephone. The Send Message
feature is less disruptive then intruding on a call.
The result of using Send Message depends on the user's telephone type and whether they are on a call
or not.
·
The logged in SoftConsole user must be configured to use Send Message. If the message is not
sent, see the section on trouble shooting.
·
By default, the maximum length of a message is 16 characters. The length of a message is set in
the Keyboard Actions window. For more information, see Administrator Mode Overview.
To send a text message:
1. Locate the user in the directory.
2. Click Action > Send Message.
Alternatively, press Ctrl+M. The extension number field is automatically completed from
information showing in the directory.
3. Enter the message and press OK.
When a message is sent to an Avaya DS Port display telephone the message lights the telephone
message lamp. This happens whether the telephone is free or on a call. If the telephone is free, the
message text is shown. If on a call the text is shown after the user completes the current call.
MENU key:
To view a text message on telephones with a
1. Press MENU | MENU | Msgs | Recvs.
2. A over Recvs indicates when there are text messages.
Use the and keys to move through the text messages if there are several.
3. Press the display key under the number of messages to delete the current message.
Exit.
4. When complete, press
If there are no text messages left the message lamp is extinguished unless the user also has
voicemail messages.
On other telephones, only the last message is shown. The message is cleared when the telephone is
next used or receives a call.
Note
·
On some telephones the message can only be cleared when you go off hook.
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Features
Using Page
The SoftConsole operator can broadcast a message to a specific group of people. For example, an
incoming caller needs to speak to someone urgently but they can not be found. The call can be parked
and then a message broadcast for the user to pick up the call. The page is heard at any telephone
extension that has a hands free speaker and is not being used.
To broadcast a message:
1. Click Page. The Group Page window opens.
Alternatively, click Actions > Page or press F10.
2. Select the group to broadcast to and click OK.
3. Speak the message.
Hang Up to end the page.
4. Click
Alternatively, click Actions > Hang Up or press the End button.
Re-attempt Transfer
The re-attempt transfer action transfers a returned call to the original transfer extension. The call details
panel has a yellow border when a call is returned. If this feature is unavailable, see the section on trouble
shooting.
A call can be re-transferred when:
·
A call was held against a busy extension.
The extension becomes free so the call is returned to the operator.
·
A call was transferred to a free extension.
The call is returned to the operator as the call was not answered and voicemail was unavailable.
To reattempt a transfer:
·
Click
Reattempt Transfer.
Alternatively, click Action > Reattempt Transfer or press Ctrl+R.
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Recording a Call
Current calls can be recorded, either a complete call or just part of the call. Recordings are paused when
a call is put on hold or parked. When you connect to the call again the recording will resume. When
Conference calls are being recorded, the recording continues when another caller is added to the
conference. Recordings are only supported when VoiceMail Pro is installed.
To record the current call conversation:
·
Click
Record Call.
Alternatively, click Actions > Record Call or press F5.
The conversation is recorded into the operators own voice mailbox.
To finish recording:
·
Click
Record Call.
Alternatively, click Actions > Record Call or press F5.
Warning - Refer to your local regulations in relation to recording calls. If Advice of Call
Recording (AOCR) is required, see your system administrator.
Send Email
The SoftConsole operator can send a message to a user through Microsoft Outlook.
To send an email message:
1. Click Tools > Send Email. The email message form opens.
·
Alternatively, press Ctrl+E.
2. Complete the details as required and send the email in the usual way.
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Features
Using the Dial Pad
You can use the Dial Pad to dial a telephone number.
To make a call using Dial Pad:
1. Click Tools > Dial Pad. The Dial Pad window opens.
Alternatively, click
2. Enter the required telephone number into the 'Number to Dial' field. Use the dial characters on
the Dial Pad or the keyboard.
3. (Optional) Enter any notes for the call in the Call Notes area.
4. Click Dial to start the call.
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Configuration
The Login Window
Each user can have a profile containing their SoftConsole setup preferences. Some telephony options
are available through the Login window.
To view the login window:
1. Click Start > Programs > IP Office > SoftConsole. The IP Office SoftConsole Login window
opens.
2. Click Expand to view the full Login window.
If you are in SoftConsole you can view the login window.
To view the Login window from SoftConsole:
1. Click File > Login. You are asked if you want to save any changes to your profile.
2. Click either Yes or No. The compact Login window opens.
3. Click Expand to view the full login window.
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The telephony options available through the full Login window are:
·
Profile
Each user can have a profile, containing their SoftConsole setup preferences. The list contains
the available profiles. The chosen profile is the default profile the next time SoftConsole is
started. The User Name and Password need to be re-entered if the profile is changed.
·
Call Waiting
Call Waiting provides a call waiting tone when you are on a call and another call is presented.
When the existing call is dropped, the new call is immediately presented to you. This option is
ignored if you have multiple call appearances set on your telephone.
·
Off-hook Station
If selected the Off-hook Station feature is turned on for the current session. This feature is usually
used by operators that use the hands free features of the telephone. SoftConsole controls the
operation of the telephone. Only clear this option if you have an analog telephone where you
answer or end calls using the handset.
·
Show Templates
Indicates whether templates are included in the Profile list. To view both Templates and Profiles
in the listing select this option. The list includes predefined templates. For more information, see
Default Templates.
Saving your Profile
You can change the appearance of some areas of the SoftConsole screen. For example, the size of the
panels can be changed. The changes can be saved to your profile so that the next time you login to
SoftConsole the changes you made are still active.
If you require the Held and BLF panels to be hidden or shown, you need to be logged in to SoftConsole
with Administrator rights. For more information, see the Administrator Mode Overview in the
Configuration section.
SoftConsole can be configured to automatically save any changes made. For more information, see
Configuring SoftConsole - SoftConsole Tab.
To save your current profile:
1. Click File > Save Profile.
To save your profile with a new name:
1. Click File > Save Profile As. The Save Profile as window opens.
2. Enter a new file name.
3. Click OK. The profile is saved. The status bar will show the new profile name.
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Configuration
Administrator Mode
Overview
SoftConsole can be started in Administrator mode. When run in this mode, there is no access to the
telephony functions.
In administrative mode you can:
·
Create and edit user profiles.
·
Amend the length of the call notes.
For more information, see Keyboard Actions Tab in the Configuring SoftConsole section.
·
Create and edit templates.
·
Remove or display the BLF, Held Calls and Park Slots panels.
To start SoftConsole in Administrator Mode:
1. At the Login screen enter:
User name: Administrator
Password: password (This is the default Administrator password).
SoftConsole starts in Administrator Mode. The status bar indicates that you are in Administrator
mode and not connected to the IP Office.
The default password can be changed.
To change the Administrator Password:
1. Start SoftConsole in Administrator mode.
2. Click File >Change Administrator Password. The Change Administrator Password screen
opens.
3. Enter the old password. The password shows as asterisks.
4. Enter the new password.
Make a note of the new password being careful regarding capitalization as the password is case
sensitive. The new password shows as asterisks.
5. Enter the new password again to confirm.
6. Click OK.
Editing a Profile
You can only edit a user's profile if you are in Administrative Mode.
To change a users profile:
1. At the SoftConsole login screen, select the profile you want to edit.
2. Login as Administrator.
3. Make changes as required
4. Click File > Save Profile to save the profile.
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Using Templates
You can use templates to create a user's profile. There are three templates supplied with SoftConsole.
For more information, see Default Templates in the Appendix. Templates can only be created and edited
if you are logged in to SoftConsole in administrative mode.
To create a new template:
1. Log in to SoftConsole as an administrator. Make sure that you have loaded a template to base
your new template on.
·
When you log in, click Expand. Select a profile called AdminTemplate1, AdminTemplate2
or AdminTemplate3.
2. Change the layout as required. The areas that can be changed are:
·
The display size of the panels.
·
The number of park slots.
·
The panels that are visible.
3. Click File > Save Template to save the new template
4. Enter a name for the template and click OK.
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Configuration
Configuring SoftConsole
Overview
You can configure your SoftConsole settings.
To view the configuration tabs:
Preferences - Configure.
1. Click
You can also click Tools > Preferences-Configure > Select the required option.
The options that can be changed are grouped into 11 tabs. The tabs are:
·
Appearance
Change the general appearance of the SoftConsole. For example, the font, the colors used to
indicate call status and the whole skin of the application. For more information, see Appearance
Tab.
·
BLF Groups
BLF Groups can be created, edited and deleted. The order that the groups are shown can also
be rearranged. For more information, see BLF Groups Tab.
·
Conferencing
Enter the names of the Conference rooms. For more information, see Conferencing Tab.
·
Directories
Specify what directory information can be included in the directory display and what information
can be included in the properties of individual entries. For more information, see Directories Tab.
·
Door Release
Enter a door name for the option to become active. For more information, see Door Release Tab.
·
Incoming Calls
You can provide a name match against an incoming calls. A specific script or media file can be
played on calls from a matching number. For more information, see Incoming Calls Tab.
·
Keyboard Actions
You can specify what happens in SoftConsole when you start pressing alphabetic or numeric
keyboard characters. For more information, see Keyboard Actions Tab.
·
Keyboard Mapping
You can see and if required change the keyboard short cuts used by the SoftConsole. For more
information, see Keyboard Mapping Tab.
·
Park Slots
Specify the park slot buttons that are available and what park slot IDs are associated with those
buttons. For more information, see Park Slots Tab.
·
Queue Mode
Configure and monitor up to eight queues. For more information, see Queue Mode Tab.
·
SoftConsole
Configure how SoftConsole saves any changes that you make to the screen layout and
behaviour when minimised or closed. For more information, see SoftConsole Tab.
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Appearance Tab
From the Appearance tab, you can change the general appearance of the SoftConsole. For example,
you can change the font used, the colors used to indicate call status and the whole skin of the
application. For more information about skins, see the Applications Installation and Administration
manual.
To view the appearance of SoftConsole:
·
Click
Preferences - Configure > Appearance.
Alternatively, click Tools > Preferences-Configure > Appearance.
Change the settings as required.
Font
Use the drop-down list to select the font required.
Apply Custom Skin
Check this option to select and use a custom skin. A skin is a set of files defining the whole appearance
of the SoftConsole. By default, no additional skins are supplied with SoftConsole.
·
Custom Skin
If Apply Custom Skin is selected, you can browse to the location of the skin definition file.
Call Status
You can set the colors that are used for the border of the Call Details panel. Different colors can be set
for:
·
Idle.
·
Alerting - Incoming.
·
Alerting - Outgoing.
·
Connected.
·
Return Call.
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Configuration
BLF Groups Tab
Busy Lamp Field (BLF) icons provide user status and speed dials at a glance. You can also add icons for
other numbers though they only act as speed dials. By grouping the BLF icons, you can have them
shown on different named tabs.
To view the BLF Groups configuration tab:
·
Click
Preferences - Configure > BLF Groups.
Alternatively, click Tools > Preferences-Configure > BLF Groups.
The menu displays the name of each group and the names of its members. You can use the control
buttons to adjust the BLF groups.
New
Create a new group. For more information, see Configuring BLF Groups.
Edit
Edit the current select group. For more information, see Configuring BLF Groups.
Delete
Deletes the current selected group.
The BLF tab sheets in the BLF Panel are presented in the same order that the BLF Groups appear in the
list. To reorder the BLF Groups, select a BLF Group and click Move Up or Move Down. The group's
position is moved up or down one position in the list.
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Configuring BLF Groups
You can group BLF icons so that similar icons are grouped together. For example, the regular extension
numbers that you use for the sales team are grouped together.
To create a new BLF Group:
1. Click
Preferences - Configure > BLF Groups > New.
Alternatively, click Tools > Preferences-Configure > BLF Groups > New.
2. Enter a unique BLF Group name.
3. Select the required member from the 'Members not in BLF Group' list, and then click Add.
·
The details show in the 'BLF Group Members' list on the right side of the dialog box. To
add more than one member at a time, hold down the Ctrl key and click each member.
When all members are selected, click the Add button.
4. Click OK when all members for a group are added. You are returned to the BLF Groups
configuration form. The new BLF Group is added to the end of the list.
To open New BLF Group window from the main screen:
1. Right-click in a blank area of the BLF Panel to display a pop-up menu.
2. Click New > BLF Group. The New BLF Group window opens.
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Configuration
To edit a BLF Group:
Preferences - Configure > BLF Groups.
1. Click
·
Alternatively, click Tools > Preferences-Configure > BLF Groups.
2. Select the BLF group you want to change.
3. Click Edit.
4. Add or remove group members.
5. Click OK to save the changes.
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Conferencing Tab
You can name the two conference rooms supported by the SoftConsole. The names appear on the
telephone displays of internal users in the conference room. If the conference rooms are not named,
they are unavailable.
To view the Conferencing configuration tab:
·
Click
Preferences - Configure > Conferencing.
Alternatively, click Tools > Preferences-Configure > Conferencing.
For each conference room enter the name required. The names can contain up to 10 characters and
must be unique.
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Configuration
Directories Tab
You can specify the directory information that is included in the directory display. You can also specify
the information that is included in the properties of individual entries.
To view the Directories configuration tab:
·
Click
Preferences - Configure > Directories.
Alternatively click Tools > Preferences-Configure > Directories.
Directory Access Section
When
is pressed in the directory, it shows directory numbers other than IP Office users and groups.
The Directory Access options specify from where those other directory numbers are obtained.
·
IP Office SoftConsole Local Directory
These are directory numbers and associated names stored by the SoftConsole. For more
information, see Incoming Calls Tab.
·
IP Office Directory
These are directory numbers and associated names stored on the IP Office system and shared
by all IP Office users.
·
Microsoft Outlook Contacts Folder
This options allows address book entries from Outlook running on the same PC to be included in
the directory.
Display Fields for Search Results Section
When a directory search matches an individual directory entry, the directory panel display a range of
information about entry. The Display Fields for Search Results options specifies which information fields
are shown.
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Door Release Tab
The Door names must be entered before you can use SoftConsole to control a door. When the names
have been entered you can control the door using SoftConsole.
To enter the door names:
1. Click
> Door Release. The Door Release window opens. The Entry Code field contains the
number of the door relay to activate, either 1 or 2. The entry codes can not be changed.
2. In the Door Name field, type the name that you want to use for the door. For example, the door
to the Loading Bay might be named 'Loading Bay'.
3. Click OK to save your changes.
4. You can now open a door by selecting Door Release in the Tools menu. You then select the
door name from the menu.
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Configuration
Incoming Calls Tab
You can setup directory names and numbers. These can then be shown in the SoftConsole directory
panel along with IP Office users, hunt groups and system directory numbers.
The directory numbers can be used to make outgoing calls. They can also be used to provide a name
match against the calling number on incoming calls. You can also associate a specific script and media
file to be played on calls from a matching number.
To view the Incoming Calls configuration tab:
·
Click
Preferences - Configure > Incoming Calls
Alternatively, click Tools > Preferences-Configure > Incoming Calls.
The current SoftConsole directory entries are listed. Select the action to perform using the available
buttons:
New
Add a new directory entry. For more information, see Configuring Directory Lists.
Edit
Edit the selected entry. For more information, see Configuring Directory Lists.
Delete
Delete the selected entry.
Open Directory File
Change the file being used for storing the SoftConsole directory entries. The entries in the selected file
are then listed and used.
Script File
A script can be associated with an incoming calling number or an outgoing called number. The script
gives the operator information relevant to the calling number. For example, the company name and
specific instructions. When an operator handles calls for more than one company, the ability to answer
incoming calls with the correct company name is essential. The use of a script helps the operator to do
this.
A script is text saved as a .TXT or .RTF file. It is shown when a call is presented to the operator with the
number entered in the Number field. Use the Browse button to find and select a script file on your PC or
network.
Media File
The name of the .WAV files to be played when a call is presented to the operator. Use the Browse
button to find and select a .WAV file on your PC or network.
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Configuring Directory Lists
From the Incoming Calls tab, you can create new entries and edit the properties of existing entries.
The properties are:
Name
The Name that you want to be associated with the Directory Entry.
Number
The telephone number that is dialed when the Directory entry is selected.
Script File
A script can be associated with an incoming calling number or an outgoing called number. The script
gives the operator information relevant to the calling number. For example, the company name and
specific instructions could be shown. When an operator handles calls for more than one company, the
ability to answer incoming calls with the correct company name is essential. The use of a script helps the
operator to do this.
A script is text saved as a .TXT or .RTF file. It is shown when a call is presented with the number entered
in the Number field. Use the Browse button to find and select a script file on your PC or network.
Media File
The name of the .WAV files to be played when a call is presented. Use the Browse button to find and
select a .WAV file on your PC or network.
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Configuration
Keyboard Actions Tab
You can specify what happens in SoftConsole when you start pressing alphabetic or numeric keyboard
characters.
To view the Keyboard Actions configuration tab:
·
Click
Preferences - Configure > Keyboard Actions
Alternatively, click Tools > Preferences-Configure > Keyboard Actions.
Select the required default action for alphabetic keystrokes. The options are:
·
Begin Directory Search. This is the default setting.
·
Open Call Annotation Window.
Select the required default action for numeric keystrokes. The options are:
·
Begin Directory Search. This is the default setting.
·
Open Pop-up Dial Pad.
Maximum Length for Call Notes
The Maximum Length for Call Notes field is only visible when running SoftConsole in administrator
mode. For more information, see Administrator Mode Overview.
The length specified also applies to text messages sent with Send Message. The default is 16
characters. If this value is increased, the note might not be fully shown on all telephones and
applications.
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Keyboard Mapping Tab
You can see and if required change the keyboard short cuts used by the SoftConsole.
To view the Keyboard Mapping configuration tab:
·
Click
Preferences - Configure > Keyboard Mapping.
Alternatively, click Tools > Preferences-Configure > Keyboard Mapping.
You can use the Category drop-down to select which sets of short cuts are shown.
To change a short cut:
1. Click the current short cut key.
2. Use the drop-down control that opens to select the required new short cut. If the new short cut is
already in use, a warning is shown.
You can reset all the short cuts back to their defaults by clicking Reset All. For more information on the
default setting, see Short Cut Keys in the Appendix.
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Configuration
Park Slots Tab
You can set how many park slot buttons are available and what park slot IDs are associated with those
buttons.
To view the Park Slots configuration tab:
·
Click
Preferences - Configure > Park Slots.
Alternatively, click Tools > Preferences-Configure > Park Slots.
New
Allows a new button to be added up to a maximum of 16 buttons. For more information, see the section
Configuring Park Slots.
Edit
Allows you to change the park slot ID of the current selected button. For more information, see the
section Configuring Park Slots.
Delete
Remove the selected park slot from the list.
Move Up / Move Down
The order of the configured park slots can be changed by moving the selected park slot up or down.
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Configuring Park Slots
From the Park Slots tab you can create new entries and edit the properties of existing entries.
Park Slot ID
Each ID can be alphanumeric, containing both numbers and letters. However, only calls in numbered
park slots can be unparked by telephone users. Park slots with letters in their ID can only be unparked
using Phone Manager or programmed telephone park keys with the same set ID. The ID should not
include spaces.
Short Cut
A keyboard short cut that enables the operator to park or unpark a call into a specific Park Slot.
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Configuration
Queue Mode Tab
A queue monitor can be configured for a specific hunt group. The hunt group needs to be created on the
IP Office System with queuing enabled. For more information, consult your system administrator.
You can configure and monitor up to eight queues. One of the queues is configured as a recall queue.
To view the queue configuration tab:
·
Click
Preferences - Configure > Queue.
Alternatively, click Tools > Preferences-Configure > Queue.
Details of queues the are being monitored are shown. For each queue, the alarm thresholds are shown.
The alarm thresholds are the number of calls and longest waiting call.
The Recall Queue shows calls that were queued, answered and then transferred, but the call was not
answered. Instead of the call being returned to the end of the original queue the call is placed into a new
queue called Recall.
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Queues can be edited using the buttons:
New
Add a new queue to monitor. For more information, see Configuring Queues.
Edit
Change the current selected queues settings. For more information, see Configuring Queues.
Delete
Delete the current selected queue.
Move Up/Move Down
Adjust the order of display of the queues.
Color Preferences
You can adjust the Normal Conditions color and the Alarm Conditions color used for the queues.
Alarm Handling
You can set what happens when a queue goes over its alarm threshold.
The options are:
·
Automatically restore IP Office SoftConsole.
·
Ask me whether to restore IP Office SoftConsole.
·
Ignore the alarm.
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Configuration
Configuring Queues
When you select Edit or Create from the Queue Mode tab the Queue Properties screen opens. If you
have selected an existing queue, the details of the queue are entered in the form.
The fields show the queue details. Details that are amended are applied to the selected queue.
Queue Name
A list of available queues. Select the queue required.
Shortcut
Select the shortcut key combination required for the new queue.
Alarm Settings
·
Number of Calls in Queue
This option can be turned on or off. This alarm occurs when the number of calls within a queue
reaches the number specified in the calls box.
·
Calls
The number of calls within a queue before an alarm occurs.
·
Longest Waiting Time
This option can be turned on or off. If on an alarm occurs when the call wait time reaches the
time specified in the seconds box.
·
Seconds
The number of seconds a call waits within the queue before an alarm occurs.
·
Play Media File
When an alarm state is reached a specific sound can occur as an alarm. If a media file is to be
associated with an alarm, click Browse for Media File and locate the file.
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SoftConsole Tab
You can set how SoftConsole saves any changes that you make to the screen layout and behavior when
minimized or closed.
To view the SoftConsole configuration tab:
·
Click
Preferences - Configure > Soft Console.
Alternatively, click Tools > Preferences-Configure > Soft Console.
Select the general options required:
Pop SoftConsole:
When an incoming call is received SoftConsole 'Pops' to the front of any other applications that are
running.
Hide on Close:
This option minimizes SoftConsole to the System Tray on the Windows Taskbar when you close the
application rather than exiting.
Select the save mode required:
Automatically Save Changes to My Profile:
In this mode, when you close SoftConsole any profile changes are automatically saved.
Prompt me to Save Changes to My Profile:
In this mode, when you close SoftConsole a dialog box opens. You can then select whether to save or
abandon any changes.
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Appendix
Default Templates
When the SoftConsole application is installed, the following templates are provided.
AdminTemplate1
Panels showing: Call Details, Directory Panel, Queue Panel, Held Calls Panel, BLF Panel and Park Slot
panel (containing 16 slots).
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AdminTemplate2
Panels showing Call Details, Directory Panel, Queue Panel, Held Calls Panel, and Park Slot panel
(containing 16 slots). The BLF Panel is hidden.
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Appendix
AdminTemplate3
Panels showing the Call Details, Directory Panel, and Queue Panel. If a profile is created using Admin
Template 3 the user cannot see the Call History. For more information, see Call History in the Main
Window section.
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Short Cut Keys
The sections below show the default short cut keys used by SoftConsole. These can all be adjusted
through the Tools > Preferences-Configure > Keyboard Mapping menu.
Call Control Short Cuts
·
Alternate calls: Ctrl + A
·
Annotate call: F11
·
Answer call: Enter
·
Make new call: F12
·
Hangup: End
·
Hold call: F4
·
Hold the current call and auto answer next: F7
·
Hold the current call against a busy extension: Ctrl + B
·
Intrude: F9
·
Page: F10
·
Reclaim call: F6
·
Record call: F5
·
Transfer call: F2
·
Transfer complete: Ctrl + T
·
Reattempt the transfer of a returned call: Ctrl + R
·
Transfer to Voicemail: F3
·
Add to conference: Shift + Ctrl + F10
·
Add to conference room 1: Shift + Ctrl + F11
·
Add to conference room 2: Shift + Ctrl + F12
Application Hot Keys
·
Restore SoftConsole application: Pause
·
Switch between normal view mode and compact view mode: Home
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Appendix
BLF Short Cuts
·
Call selected BLF group member: Ctrl + Alt + C
·
BLF large icon view: Ctrl + Alt + G
·
BLF small icon view: Ctrl + Alt + S
·
BLF list view: Ctrl + Alt + I
·
BLF details view: Ctrl + Alt + D
·
Arrange BLF icons by name: Ctrl + Alt + N
·
Arrange BLF icons by number: Ctrl + Alt + M
·
Arrange BLF icons by status: Ctrl + Alt + U
·
Arrange BLF icons horizontally: Ctrl + Alt + H
·
Arrange BLF icons vertically: Ctrl + Alt + V
·
Create new BLF group: Ctrl + Alt + R
·
Create new BLF group member: Ctrl + Alt + B
·
Edit BLF group/BLF group member properties: Ctrl + Alt + P
Directory Short Cuts
·
New directory search: Ctrl + S
·
Call selected directory entry: Ctrl + C
·
Display properties of selected entry: Ctrl + P
·
Display search-item details of selected entry: Shift + Enter
·
Send email to selected user: Ctrl + E
·
Send message to selected user: Ctrl + M
·
Directory view: Ctrl + Y
·
Conference view: Ctrl + F
·
Show/hide user entries: Ctrl + U
·
Show/hide group entries: Ctrl + G
·
Show/hide directory entries: Ctrl + D
·
Held Calls Short Cuts
·
Answer held call: Ctrl + Alt + A
·
Answer the call on hold for the longest time: Ctrl + Alt + L
·
Conference with held calls: F8
·
Transfer held call: Ctrl + Alt + T
SoftConsole User Guide
Page 79
IP Office
15-601016 Issue 14a (15th October 2007)
SoftConsole User
Queue Mode Short Cuts
·
Pickup call from queue 1: Shift + F1
·
Pickup call from queue 2: Shift + F2
·
Pickup call from queue 3: Shift + F3
·
Pickup call from queue 4: Shift + F4
·
Pickup call from queue 5: Shift + F5
·
Pickup call from queue 6: Shift + F6
·
Pickup call from queue 7: Shift + F7
·
Pickup call from queue 8: Shift + F8
Tool Short Cuts
·
Conference Room 1: Shift + Ctrl + F4
·
Conference Room 2: Shift + Ctrl + F5
·
Release Door 1: Shift + Ctrl + F1
·
Release Door 2: Shift + Ctrl + F2
·
Dial pad: Shift + Ctrl + F3
·
Call voice mail: Ctrl + V
Park Slot Short Cuts
·
Park / unpark a call in park slot 1: Alt + F1
·
Park / unpark a call in park slot 2: Alt + F2
·
Park / unpark a call in park slot 3: Alt + F3
·
Park / unpark a call in park slot 4: Alt + F4
·
Park / unpark a call in park slot 5: Alt + F5
·
Park / unpark a call in park slot 6: Alt + F6
·
Park / unpark a call in park slot 7: Alt + F7
·
Park / unpark a call in park slot 8: Alt + F8
·
Park / unpark a call in park slot 9: Alt + F9
·
Park / unpark a call in park slot 10: Alt + F10
·
Park / unpark a call in park slot 11: Alt + F11
·
Park / unpark a call in park slot 12: Alt + F12
·
Park / unpark a call in park slot 13: Shift + F9
·
Park / unpark a call in park slot 14: Shift + F10
·
Park / unpark a call in park slot 15: Shift + F11
·
Park / unpark a call in park slot 16: Shift + F12
SoftConsole User Guide
Page 80
IP Office
15-601016 Issue 14a (15th October 2007)
Appendix
Toolbar Buttons
Main Toolbar
Login
Hang up - Current Call
Save Profile
Page
Record Call
Make Call
Answer Incoming \ Waiting
Compact View
Call
Hold Current Call
Dial Pad
Transfer
Conference Room 1
Conference Room 2
Transfer Complete
Preferences - Configure
Reattempt Transfer
Conference - Calls Being
Held
Directory Panel
Call
Show/Hide user entries
Directory Entry Properties
Show/Hide group entries
View Directory Items
Show/Hide directory entries
View Active conferences
Held Calls Panel
Answer the Selected Held
Conference with Held Calls
call
Answer the Call with the
Transfer Held Call
Longest Holding Time
SoftConsole User Guide
Page 81
IP Office
15-601016 Issue 14a (15th October 2007)
SoftConsole User
Trouble Shooting
Cannot send a message.
Contact your system administrator. To be able to send a message, the operator's extension needs to be
configured as a System Phone on the User > Telephony tab in the IP Office configuration. This is done
using IP Office Manager.
Cannot use the 'Force Extension Status' or 'Group Service Status' features.
There is an interval of several seconds after SoftConsole has been started that the operator cannot use
these features. During this interval, the Directory Entry Properties or Group Service Status forms will
display a close button, rather than the OK and Cancel buttons. Close the form, wait several seconds and
then re-open the form to try again.
Unanswered Calls are Not Returned to the Operator.
Contact your system administrator. For calls to be returned to the operator when they are not answered,
a Transfer Return Time must be set in the User > Telephony tab of the IP Office configuration using IP
Office Manager.
Microsoft Outlook Warning Screen opens at Login.
If directory access to Microsoft Outlook contacts folder has been selected in the Directories Tab, a
Microsoft Outlook warning screen might appear when an operator is opening SoftConsole or using the
option 'Send Email'. If the warning screen opens:
1. Select the Allow access for check box, and then click an amount of time in the list.
2. Click Yes. Yes must be selected to allow SoftConsole to retrieve Outlook contacts.
For more information, refer to the Microsoft Support web site.
How to Export Directories.
Local Directory entries can be exported in a .CSV file format. The directory export facility applies not just
to the local directory but to all directories that are shown in the directory panel. For example, if only the
Show Users Entries button is depressed then only the user entries will be exported. If an existing file
name is selected the original file contents are overwritten.
To export the Operators Local Directory:
1. Click Directory > Export.
2. Enter a name for the file and click OK.
How Do I Delete a Profile?
Profiles can be removed if they are no longer required.
To delete a profile:
1. Click File > Save Profile as.
2. Select the profile to be deleted.
3. Press Delete button.
4. When all profiles to be deleted have been removed, click Cancel to return to the Main screen.
SoftConsole User Guide
Page 82
IP Office
15-601016 Issue 14a (15th October 2007)
Glossary
B
BLF: Busy Lamp Field. Provides a visual display of the status of the extention it is associated with. In
SoftConsole a BLF can also be used as a Speed Dial.
C
CLID: Calling Line IDentification. Also called Caller ID.
Conference: Multiple calls joined into one conversation.
D
Directory: A list of internal and external numbers and their associated names that are stored either
centrally on the main system or locally on the Users PC or both.
Directory Entry: An internal or external number and the associated name that is stored within a
directory. The entry can be used for quick dialling or identifying incoming calls.
H
Hunt Group: A hunt group is a collection of users assigned to take specific calls. For example, 'Main'
takes incoming calls to the switchboard, or 'Sales' to take sales orders. A caller can ring one number but
the call can be answered by any user that is a member of the hunt group. You can be a member of one
or more hunt groups. Hunt groups are created on the main system. For more information, see your
system administrator.
I
ICLID: Incoming Calling Line IDentification. Also called Caller ID.
P
PBX: The main unit providing the telephone service.
S
Speed Dial: Used to dial frequently used numbers. In SoftConsole the BLF acts as a speed dial.
T
Tag: Text used to identify a call.
U
Unsupervised Transfer: Transferring a call to another number without waiting for the destination to be
answered.
V
Voicemail: If your system supports voicemail callers to your extension will be prompted to leave a
message if your phone is busy or not answered.
SoftConsole User Guide
Page 83
IP Office
15-601016 Issue 14a (15th October 2007)
Index
ALT 11
Call Notes 51, 67
Add Members 17
1
pressing 11
Maximum Length
Configuring 60
1.15
ALT+A 11
67
edit 60
queue 38
Alt+F1 37
Call Recording 50
view 17, 59
16
F12 37
Advice 50
BLF Groups Tab 59
containing 75
Anne 26
Call Status 13, 58
BLF icon 15, 40
3
Anne Webb 26
Call Status Icon 18
use 15
38*N 37
Anne's Forward on
Call Voicemail 11
BLF list 78
A
Busy 26
Call Waiting 53
BLF Members 17
Anne's voicemail 26
Called Number 13
BLF Panel 9, 15, 17,
About 5
Annotate Call 46
Calling Name 13, 39
59, 60, 75
Absent 26
Annotating 46
Calls Tab 65
BLF Short Cuts 78
Absent Message 26
Answer 31, 36, 39,
Incoming 65
border 58
Setting 26
81
Cancel 82
Call Details 58
access 6, 82
Call 31, 81
Category 68
Both Show
Microsoft Outlook
Queued Call 39
use 68
HuntGroups 35
6, 82
Selected Held 81
change 22, 25, 55
Browse 6, 8, 73
Actions 31, 34, 35,
Selected Held
Administrator
Media File 73
37, 43, 45, 46, 47,
Call 36
Password 55
Browse button 65, 66
48, 49, 50
Answer Call 31
Do Not Disturb 25
Use 65, 66
Actions menu 11, 40
Answer Incoming 81
IP Office 22
Busy 26, 34
Add button 60
Answer Longest
Change
Busy Lamp Field 15,
Add Members 17
Held Call 36
Administrator
59
BLF Group 17
AOCR 50
Password 55
Busy Lamp Field
Add Users 40
Appearance 58
Clear All Tabs 18
Panel 9
Add Users button 40
Appearance Tab 58
clicking 40, 68
Busy/No Answer 26
Adding 29, 40, 43,
Appendix 56, 68
Invite button 40
Button
46, 60
Applications
Reset All 68
Forwarding 25
Conference 43
Installation 58
Close 74
Buttons 81
Conference
see 58
Close Script button
Room 40
C
Apply Custom Skin
31
Text 46
Call 13, 15, 31, 32,
58
Collecting 37
Users 43
34, 35, 37, 46, 50,
Arrange 15
Parked Call 37
address 6
57, 73, 81
Arrange BLF 78
Color Preferences 71
IP Office 6
Answer 81
Automatically Save
Compact View 20,
adjust 59, 71
Answering 31
Changes 74
81
BLF 59
Incoming 57
My Profile 74
Conference 9, 43,
Normal
Make 32
Avaya 37, 48
50, 57, 62
Conditions 71
Name 13
Avaya DS Port 48
Add 43
Admin Template 75
Number 13, 73
Avaya IP Office 5
view 43, 62
Administration 58
Parking 37
Avaya IP Office
Conference - Calls
Administrator 54, 55
Reclaiming 37
SoftConsole 11
Being Held 81
Administrator Mode
Recording 50
Conference BLFs 40
55
B
Transfer 35
Conference button
Administrator
Transferring 34
Begin Directory
43
Password 55
Unpark 37
Search 67
Press 43
change 55
Call Behaviour 26
behaviour 57
Conference
AdminTemplate1 56,
Call Control Short
Black - Idle 13
Description 40
75
Cuts 78
BLF 11, 15, 17, 18,
Conference Held
AdminTemplate2 56,
Call Details 13, 31,
20, 32, 34, 40, 54,
Calls 40, 43
75
34, 58, 75
55, 59, 60, 78
Conference Host 40
AdminTemplate3 18,
border 58
adjust 59
Conference Room
56, 75
showing 75
contain 18
View 40
Advice 50
Call Details Panel 9,
display 55
Conference Room
Call Recording 50
13, 31
dropping 40
window 40
Alarm Conditions 71
Call Handling 45
grouping 59
Conference Rooms
Alarm Handling 71
Call History 9, 18,
replaces 18
40, 78, 81
Alarm Settings 73
46, 75
Select 60
Add 40
All 15, 26
see 75
BLF Group Members
Using 40
Forwarding 15
Viewing 18
17, 60
Conferencing Tab 62
Allow 82
Call History Pane 18
BLF Groups 17, 57,
Configuration 13, 54
Select 82
Call History Panel 18
59, 60
SoftConsole User Guide
Page 85
IP Office
15-601016 Issue 14a (15th October 2007)
SoftConsole User
grouping 59
view 63
Existing Conferences
Configure 57, 58, 59,
BLF 59
Directory Access 63
40
60, 62, 63, 65, 66,
Guide 5
Directory Access
Viewing 40
67, 68, 69, 70, 71,
Section 63
exit 11, 48
73, 74
H
Directory Entry 22,
SoftConsole 11
BLF Groups 60
Hang Up 43, 47, 49
66
Expand 53, 56
Directory Lists 66
Hangup 78
Directory Entry Form
Export 82
Park Slots 70
Held 54
22
Export Directories 82
Queues 73
require 54
Directory Entry
ext 206 26
Configuring
Held Call Panel 9,
Properties 21, 81, 82
SoftConsole 40, 55
F
36, 75, 81
open 21
contain 18, 75
Held Calls 9, 18, 36,
F12
Directory Entry
16 75
55, 81
Alt+F1 37
Properties window
BLF 18
return 18
Shift+F9 37
21, 25
Creates 36, 73
Held Calls Short
F2
use 21
CSV file 82
Cuts 78
Pressing 34
Directory Lists 66
Ctrl key 60
Highlight New 17
Features 13, 32
Configuring 66
Ctrl+Alt+B 17
History 18
FIELD 18
Directory Panel 43,
Ctrl+Alt+D 15
Hold Current Call 81
Follow Me 26, 29, 30
75, 81
Ctrl+Alt+G 15
Hot Keys 78
Follow Me behaviour
use 43
Ctrl+Alt+H 15
26
I
Directory Short Cuts
Ctrl+Alt+I 15
Force Extension
Icons 15
78
Ctrl+Alt+M 15
Status 82
ID 37, 69, 70
display 55
Ctrl+Alt+N 15
Forward Follow-me
IDs 57, 69
BLF 55
Ctrl+Alt+S 15
Number window 29
In Service 24
Display Fields 63
Ctrl+Alt+U 15
Forward Hunt Group
includes 13
Search Results
Ctrl+Alt+V 15
Calls 26
IP Office 13
63
Ctrl+B 34
Forward Internal
Incoming 57, 58, 65
Search Results
pressing 34
Calls 26
Calls 57
Section 63
Ctrl+E 50
Forward On Busy 26,
Calls Tab 65
DND 30
Ctrl+M 48
29
Incoming Calls 65
numbers 30
Ctrl+R 34, 49
Forward On No
view 65
Do Not Disturb 25,
Ctrl+T 34
Answer 26
Intrude 47
30
pressing 34
Forward
Invite button 40
change 25
Current Call 81
Unconditional 26
clicking 40
Door 64
Current Call
Forwarding 15, 25,
Invited 40
Door Name 64
Information 37, 39,
26, 29, 30
IP Address 6
Door Release 11, 45,
46
All 15
IP Office System
47, 57, 64
Custom Skin 58
Button 25
6
selecting 64
CustomerHelp 38
Options Selected
IP Office 5, 6, 8, 13,
Door Release Tab
D
26
15, 22, 24, 37, 40,
64
Forwarding
Date & Time 18
43, 53, 55, 63, 65, 82
Door Release
Behaviour 26
Declined 40
address 6
window 64
Forwarding Status
Default Templates
Changes 22
dropping 40
Window 29
75
Depending 24
BLF 40
Forwarding window
Delete 82
including 13
E
30
Profile 82
IP Office
Full Name 25
Depending 24
edit 55, 60, 73
Conferencing Center
IP Office 24
BLF Group 60
G
43
DESCRIPTION 18
Profile 55
IP Office Control
Getting 6
Dial Pad 11, 45, 51,
Edit BLF Group
Units 8
Started 6
81
Properties window
IP Office Control
Green - Connected
use 51
17
Units window 8
13
Using 51
Edit BLF group/BLF
IP Office Directory
Group Name 24
Dial Pad window 51
78
63
Group Page window
dialable 9, 15
email 45, 50
IP Office Directory
49
dialling 22, 24, 37,
send 50
Number 22
Group Service
51
End 34
IP Office Manager
Status 82
Number 51
pressing 34
29, 30, 82
Group Service
outgoing 22
End button 47, 49
IP Office
Status Form 24
dialog
press 47, 49
SoftConsole 71
Group Service
SoftConsole 74
Enter 31, 32
IP Office
Status window 24
Directories Tab 63
Tag 32
SoftConsole
selected 24
Directory 18, 34, 43,
Entry Code 64
application 5
Group Status 25
63, 66, 82
SoftConsole User Guide
Page 86
IP Office
15-601016 Issue 14a (15th October 2007)
Index
Map ID 14 60
Park Slot Button 37
New Messages
use 5
Map ID 1400 69
unpark 37
Order 15
IP Office
Map ID 1500 59
Park Slot ID 70
Night Service 24
SoftConsole Local
Map ID 16 25
Park Slot Panel 9
No Answer 26
Directory 63
Map ID 1600 47
Park Slot Short Cuts
NoAns 34
IP Office
Map ID 1700 63
78
Normal Conditions
SoftConsole Login
Map ID 18 49
Park Slots 37, 55,
71
window 6, 8, 53
Map ID 1800 62
57, 69, 70, 75
adjust 71
IP Office System 6,
Map ID 19 35
Configuring 70
Normal View 20
71
Map ID 1900 68
view 69
Not Disturb 15, 25
IP Address 6
Map ID 2000 67
Park Slots Tab 69
Not Returned 82
J
Map ID 21 24
Parked Call 37
Operator 82
Joined 40
Map ID 2100 58
Collecting 37
Number 7, 13, 18,
K
Map ID 22 8
Parking 37
30, 32, 35, 38, 51,
Keyboard Actions
Map ID 2200 74
Call 37
65, 66, 73
57, 67
Map ID 23 43
Password 6, 53
Calling 13
view 67
Map ID 24 40
PC 5, 63, 65, 66
Calls 73
Keyboard Actions
matches 13
support 5
Dial 51
Tab 67
SoftConsole 13
Phone Manager 22,
DND 30
Keyboard Actions
Maximum Length 67
37, 45, 70
Recall 38
window 48
Call Notes 67
Phone Manager
Number Order 15
Keyboard Mapping
Media File 22, 65,
User Guide 26
Numeric 46
57, 68
66, 73
Phone Number 22
O
view 68
Browse 73
Play Media File 73
Off-hook Station 53
Keyboard Mapping
Members 60
Pop SoftConsole 74
selected 53
menu 78
MENU 48
Pops 74
OK 6, 7, 8, 17, 29,
Keyboard Mapping
MENU key 48
Preferences 57, 58,
30, 46, 48, 49, 54,
Tab 68
Messages 12
59, 60, 62, 63, 65,
55, 56, 60, 64, 82
Microsoft Outlook 6,
67, 68, 69, 71, 74
L
open 7, 21, 25, 82
50, 82
Preferences -
Large Icons 15
Directory Entry
access 6, 82
Configure 81
Loading Bay 64
Properties 21
Microsoft Outlook
Preferences-
Local Directory 18,
SoftConsole 82
Contacts Folder 63
Configure 57, 58, 59,
82
User List window
Microsoft Outlook
60, 62, 63, 65, 67,
Logged In 25
7
Warning Screen 82
68, 69, 71, 74, 78
login 6, 9, 11, 53, 54,
Users 25
Microsoft Support 82
Press Delete button
55, 81, 82
Open Call
refer 82
82
SoftConsole 6, 54
Annotation Window
minimised 57
Press Enter 31
Login window 6, 7,
67
Mobile Twinning 5,
Press F3 35
53
Open Directory File
30
Press F6 37
view 53
65
Monitoring 38
Press Home 20
Longest Holding
Open Pop-up Dial
Queues 38
Press MENU 48
Time 81
Pad 67
Move Down 59, 69
pressing 11, 34, 37,
Longest Waiting
Operator 82
Move Up 59, 69
43, 47, 49
Time 73
Not Returned 82
Move Up/Move
ALT 11
Operators Local
M
Down 71
Conference
Directory 82
Main 82
Msgs 48
button 43
Options Selected 26
Main Menu Bar 11
My Profile 74
Ctrl+B 34
Forwarding 26
Main Toolbar 81
Automatically
Ctrl+T 34
Orange 9
Main Window 17, 75
Save Changes 74
End 34
Out
Make Call 32, 81
Save Changes 74
End button 47, 49
Service 24
use 32
F2 34
N
outgoing 22, 58
Make Call Screen 32
unpark 37
dialling 22
Name 7, 13, 22, 32,
Making 32
Profile 53, 54, 55, 82
Outgoing Calls 25,
35, 66
Call 32
Delete 82
32
Calling 13
Outgoing Call 32
Editing 55
Making 32
Name Order 15
Map ID 17, 29, 32,
Profile list 53
Outlook 6, 63, 82
New 60
46, 51, 53, 66
Programs 6, 53
Overview 9, 21, 38,
New BLF Group
Map ID 10 7
Q
40, 45, 55, 57
Member dialog 17
Map ID 11 70
New BLF Group
Queue Call bar 38
P
Map ID 1100 65
Member window 17
Queue Mode 57
Map ID 12 73
Page 49
New BLF Group
Queue Mode Panel
Map ID 13 48
Park / unpark 78
window 60
38
Map ID 1300 71
Park ID 37
SoftConsole User Guide
Page 87
IP Office
15-601016 Issue 14a (15th October 2007)
SoftConsole User
Show Users 35
SEARCH 34
65, 67, 68, 69, 71,
Queue Mode Short
Show Users Entries
Search Results 63
74, 78
Cuts 78
button 82
Display Fields 63
Tools Menu 45, 64
Queue Mode Tab 71
Show/hide 78, 81
Search Results
Transfer Call 34
Queue Name 38, 73
showing 75
Section 63
Transfer Complete
Queue Name button
Call Details 75
Display Fields 63
81
39
Small Icons 15
see 58, 75
Transfer Held Call
Queue Panel 9, 75
Soft Console 74
Applications
36, 81
Queue Properties 73
SoftConsole 5, 6, 9,
Installation 58
Transfer Return
Queued Call 39
11, 13, 20, 22, 24,
Call History 75
Time 82
Answering 39
25, 29, 30, 31, 32,
Select 8, 24, 53, 57,
Transferring 34, 35,
Queues 9, 38, 71, 73
37, 38, 39, 40, 43,
60, 64, 82
36, 78
1.15 38
46, 47, 48, 49, 50,
Allow 82
Call 34, 35
Configuring 73
53, 54, 55, 56, 57,
BLF 60
Voicemail 78
Monitoring 38
58, 62, 63, 64, 65,
Door Release 64
Trouble Shooting 82
R
67, 68, 74, 78, 82
Group Service
Twinning 30
reattempt 49, 78
dialog 74
Status window 24
txt 22, 65, 66
Reattempt Transfer
exit 11
Off-hook Station
U
45, 49, 81
login 6, 54
53
Re-attempt Transfer
Unanswered Calls
matches 13
Unit 8
49
82
opening 82
Select Allow 6
Recall 38, 71
Unavailable 40
running 67
Select Arrange 40
number 38
Unit 8
storing 65
Select Change
Recall Queue 71
select 8
System Tray 74
Status 40
Reclaim Call 37
Unit Name/IP
view 74
Select Mobile
Reclaiming 37
Address 6
SoftConsole
Twining 30
Call 37
Unit Name/IP-
application 75
Select View 40
Record Call 45, 50,
Address 6
SoftConsole
Selected Held 81
81
unpark 37, 70
Directory Number 22
Answer 81
Recording 50
Call 37
SoftConsole login 55
Selected Held Call
Call 50
Park Slot Button
SoftConsole Tab 74
36
Recvs 48
37
softphone 5
Answer 36
Red - Alerting 13
pressed 37
Speak 47
Send Email 11, 45,
refer 50, 82
unparked 37, 70
User 47
50, 78, 82
Microsoft Support
Unread Voicemail
Speed Dial 26
Send Message 45,
82
Messages 15
Start SoftConsole 55
48, 67
Release Door 78
Unsupervised 34
Started 6, 53
Sending 48, 50
Remove 40
use 5, 15, 21, 32, 43,
Getting 6
email 50
replaces 18
51, 65, 66, 68
Status Bar 12
Text Message 48
BLF 18
BLF Icon 15
Status Order 15
Service 24
require 54
Browse button 65,
storing 65
Out 24
Held 54
66
SoftConsole 65
Service Status 24
Reset All 68
Category 68
Supervised 34
setting 26
clicking 68
Dial Pad 51
support 5
Absent Message
Restore SoftConsole
Directory Entry
PC 5
26
application 78
Properties
System Phone 82
Shift + Ctrl 78
return 18
window 21
User 82
Shift + Enter 78
Held Calls 18
Directory Panel
System Tray 74
Shift + F1 78
Return Call 58
43
SoftConsole 74
Shift + F10 78
Ringback 32
IP Office
Shift + F11 78
T
Room 40
SoftConsole
Shift + F12 78
rtf 22
application 5
Tag 32, 46
Shift + F2 78
RTF file 65, 66
Make Call 32
Enter 32
Shift + F3 78
running 67
Use Conference
Telephony 82
Shift + F4 78
SoftConsole 67
Rooms 40
Templates 53
Shift + F5 78
User Busy 15
Text 46
S
Shift + F6 78
User Directory Entry
Adding 46
Save Changes 74
Shift + F7 78
Form 25
Text Message 48
My Profile 74
Shift + F8 78
User List 6, 7
Sending 48
Save Profile 54, 55,
Shift + F9 78
User List Window 6,
timeout 34
81, 82
Shift+F9 37
7
Title Bar 9
Save Profile As 54
F12 37
open 7
toolbars 9
Save Template 56
Short Cut 70, 78
User Name 6, 7, 25,
Tools 47, 50, 51, 57,
Screen colours 9
Short Cut Keys 78
53
58, 59, 60, 62, 63,
Script File 22, 65, 66
Show Templates 53
User Name/Extn 7
SoftConsole User Guide
Page 88
IP Office
15-601016 Issue 14a (15th October 2007)
Index
VoiceMail Pro 40, 50
Conferencing 62
Users 25, 43, 47, 82
V
Voicemail Transfer
Directories 63
Adding 43
View Active 81
35
Existing
open 25
View Conference
Voicemail window 35
Conferences 40
Speak 47
Rooms 11
Incoming Calls 65
System Phone 82
View Directory Items
W
Keyboard Actions
Using 40, 51
81
Waiting Call 81
67
Conference
Viewing 15, 17, 18,
wav 22, 65, 66
Keyboard
Rooms 40
20, 40, 43, 53, 59,
WAV file 65, 66
Mapping 68
Dial Pad 51
62, 63, 65, 67, 68,
Windows Taskbar 74
login window 53
Using Hold 36
69, 74
Y
Park Slots 69
Using Page 49
BLF Group 17
Yellow - Returned 13
SoftConsole 74
Using SoftConsole
BLF Groups 59
Yes 6, 53, 82
voicemail 12, 15, 24,
43
Call History 18
26, 32, 35, 48, 49, 78
Using Templates 56
Conferences 43
Transfer 78
SoftConsole User Guide
Page 89
IP Office
15-601016 Issue 14a (15th October 2007)
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SoftConsole User Guide
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IP Office
15-601016 Issue 14a (15th October 2007)
