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.
