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Course Overview

Course Overview. Welcome to AVA00627H00 IP Office R3.0 Phone Manager and SoftConsole User Training. Course Introduction. Welcome to the IP Office R3.0 Phone Manager and SoftConsole End-User Training course!. Course Objectives. Upon completion of this course, you should be able to:

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Course Overview

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  1. Course Overview Welcome to AVA00627H00 IP Office R3.0 Phone Manager and SoftConsole User Training AVA00627H00 IP Office R3.0 Phone Manager and SoftConsole User Training

  2. Course Introduction Welcome to the IP Office R3.0 Phone Manager and SoftConsole End-User Training course! AVA00627H00 IP Office R3.0 Phone Manager and SoftConsole User Training

  3. Course Objectives Upon completion of this course, you should be able to: • Understand the differences between using Phone Manager and using a voice terminal. • Explain the differences between Phone Manager Pro and Phone Manager PC SoftPhone. • Recognize and access the key features and screens of the Phone Manager application. AVA00627H00 IP Office R3.0 Phone Manager and SoftConsole User Training

  4. Course Objectives (cont.) • Explain how to handle calls using Phone Manager. • Use Phone Manager to access other system resources. • Access Phone Manager and SoftConsole reference documentation. • Configure the Phone Manager user interface in accordance with business needs and personal preferences. AVA00627H00 IP Office R3.0 Phone Manager and SoftConsole User Training

  5. Course Objectives (cont.) • Understand the differences in application layout and functionality between SoftConsole and Phone Manager. • Monitor and manage incoming and outgoing call traffic using SoftConsole. AVA00627H00 IP Office R3.0 Phone Manager and SoftConsole User Training

  6. Course Lessons Course Lessons This course consists of the following lessons: • Lesson One: Phone Manager Overview • Lesson Two: Configuring Phone Manager • Lesson Three: Phone Manager Screens • Lesson Four: Phone Manager Features • Lesson Five: Setting Up Phone Manager for Business Needs • Lesson Six: Setting Up Personal Preferences in Phone Manager • Lesson Seven: Phone Manager Resources • Lesson Eight: SoftConsole Overview • Lesson Nine: SoftConsole Differences • Lesson Ten: SoftConsole Interface • Lesson Eleven: Using SoftConsole AVA00627H00 IP Office R3.0 Phone Manager and SoftConsole User Training

  7. Lesson One Introduction Lesson Upon completion of this lesson, you should be able to: • Explain the difference between using Phone Manager and using a voice terminal. • Explain the differences between Phone Manager Pro and Phone Manager PC SoftPhone (VoIP). AVA00627H00 IP Office R3.0 Phone Manager and SoftConsole User Training

  8. Phone Manager Overview Lesson • Enhanced call handling • Communicate using handset or your PC terminal • Call information is displayed on your PC screen AVA00627H00 IP Office R3.0 Phone Manager and SoftConsole User Training

  9. Phone Manager Uses • Manage individual calls • View the status of speed dials • Use the telephone or a hands-free set • Manage all calls through the PC AVA00627H00 IP Office R3.0 Phone Manager and SoftConsole User Training

  10. Phone Manager Benefits • View incoming calls • View outgoing calls • View missed calls • View messages AVA00627H00 IP Office R3.0 Phone Manager and SoftConsole User Training

  11. Types of Phone Manager Applications • Phone Manager Lite • Phone Manager Pro • Phone Manager PC SoftPhone AVA00627H00 IP Office R3.0 Phone Manager and SoftConsole User Training

  12. Phone Manager Lite • Users can: • Make and receive calls through the application. • Configure phone preferences. • View call history on calls, messages, and personal Speed Dials in a single pane. • Store up to 15 personal speed dials. • Activate Busy Lamp Fields, to view indications of network extensions' status. • Set up and join conference calls. • Park calls for others to answer. Phone Manager Lite: • Comes with the Avaya ™ IP Office system. • Does not require a license key. AVA00627H00 IP Office R3.0 Phone Manager and SoftConsole User Training

  13. Phone Manager Pro Has all the features of Phone Manager Lite plus: • Preview dialing • Screen-pop integration • Voicemail controls • Account code use • Call recording • Conference • Local phone directory • Separate Call History logs AVA00627H00 IP Office R3.0 Phone Manager and SoftConsole User Training

  14. Phone Manager PC SoftPhone (VoIP) Phone Manager PC SoftPhone: • Has all the features of Phone Manager Pro • Allows users to handle calls directly from their PC without the need for a physical telephone handset • Requires a license key and two licenses on the PBX: • Phone Manager Pro • Phone Manager IP Audio Enabled (users) AVA00627H00 IP Office R3.0 Phone Manager and SoftConsole User Training

  15. Phone Manager PC SoftPhone (VoIP) Agent Mode: • Is a feature of Phone Manager PC SoftPhone and Phone Manager Pro • Allows users to simulate call center agent operation AVA00627H00 IP Office R3.0 Phone Manager and SoftConsole User Training

  16. Checkpoint Test your knowledge with the following. Phone Manager Lite has the capability to integrate with contact management applications. • True • False AVA00627H00 IP Office R3.0 Phone Manager and SoftConsole User Training

  17. Checkpoint Test your knowledge with the following. Why is Phone Manager PC SoftPhone ideal for call centers with remote agents? • It allows agents to conduct conversations using a computer sound card and a microphone. • It is the only Phone Manager application that provides agent mode functionality. AVA00627H00 IP Office R3.0 Phone Manager and SoftConsole User Training

  18. Checkpoint Test your knowledge with the following. The Phone Manager Pro application provides users with which of the following options? • Access to the Missed, All, Messages, and SpeedDials tabs on the Call History pane. • Screen-pop integration to contact management applications. • Voicemail playback controls. • Busy Lamp Field for visual indication of extension status in a small community networking environment. AVA00627H00 IP Office R3.0 Phone Manager and SoftConsole User Training

  19. Lesson One Summary Lesson You have completed Lesson One! As you move on to other lessons, please keep in mind the following points: • Manager is comprised of Phone Manager Lite, Phone Manager Pro, and Phone Manager PC SoftPhone. • Phone Manager handles telephone functions for your telephone from your PC. • Manager PC SoftPhone (VoIP) allows users to handle calls exclusively from their PCs without a telephone terminal. AVA00627H00 IP Office R3.0 Phone Manager and SoftConsole User Training

  20. Lesson Two Introduction Upon completion of this lesson, you should be able to: • Explain how to log into the Phone Manager application. AVA00627H00 IP Office R3.0 Phone Manager and SoftConsole User Training

  21. Getting Started with Phone Manager • User Name: This is a case sensitive user name that is either your extension number or a created user name. • Password: This is your case sensitive user password. • PBX Address: This is the IP Address of the IP Office unit (PBX). AVA00627H00 IP Office R3.0 Phone Manager and SoftConsole User Training

  22. Configuration Menu • PBX • Directory • Preferences • Language • Default Sizing • Profile • Exit AVA00627H00 IP Office R3.0 Phone Manager and SoftConsole User Training

  23. PBX Access • Phone Manager Lite:  Enter your username, password, and IP address and click the OK button. • Phone Manager PC SoftPhone:Enter your username, password, and IP address and click the OKbutton, then click Configure > Preferences > Phone Manager and check the Enable VoIP check box. • Phone Manager Pro:  Enter your username, password, and IP address and click the OK button. To send your calls to a different base extension, click Login click the Login/Logout check box and enter the extension in the Base Extension drop down box.  AVA00627H00 IP Office R3.0 Phone Manager and SoftConsole User Training

  24. Unsuccessful Login Attempt On the login screen, check that you have entered the correct: • Extension number • User Name • Password • IP Address AVA00627H00 IP Office R3.0 Phone Manager and SoftConsole User Training

  25. Checkpoint Test your knowledge with the following. Select all that apply. Which of the following are needed to log in to Phone Manager Pro? To Phone Manager PC SoftPhone? To Phone Manager Lite? • User Name • IP Address • License • Password AVA00627H00 IP Office R3.0 Phone Manager and SoftConsole User Training

  26. Checkpoint Test your knowledge with the following. If your login is unsuccessful, which of the following should you access to determine if you entered the correct information? • Configure > Directory • Configure > User • Configure > Preferences • Configure > PBX AVA00627H00 IP Office R3.0 Phone Manager and SoftConsole User Training

  27. Checkpoint Test your knowledge with the following. To log into the Phone Manager application, you must click Configure > PBX and enter in your User Name and Password. • True • False AVA00627H00 IP Office R3.0 Phone Manager and SoftConsole User Training

  28. Lab Exercise Logging In Activity Log in to: • Phone Manager Lite • Phone Manager Pro • Phone Manager PC SoftPhone AVA00627H00 IP Office R3.0 Phone Manager and SoftConsole User Training

  29. Lesson Two Summary Lesson You have completed Lesson Two! As you move on to new lessons, please keep in mind the following point: To log into the Phone Manager application, you must: • Click Configure > PBX. • Enter your User Name and Password. AVA00627H00 IP Office R3.0 Phone Manager and SoftConsole User Training

  30. Lesson Three Introduction Lesson Upon successful completion of this lesson, you should be able to: • Explain the differences between the Call Status, Call History, and Call Park sections of Phone Manager. • Define the different tabs of the Call History pane of Phone Manager. • Recognize and access the key features and screens of the Phone Manager application. AVA00627H00 IP Office R3.0 Phone Manager and SoftConsole User Training

  31. Phone Manager Interface The Phone Manager interface is comprised of four areas: • Call Status pane • Call History pane • Call Handling Icons • Call Park area AVA00627H00 IP Office R3.0 Phone Manager and SoftConsole User Training

  32. Phone Manager Interface (cont.) Call Handling Icons Call Status pane Call History pane Call Park area AVA00627H00 IP Office R3.0 Phone Manager and SoftConsole User Training

  33. Call Handling Icons Call Handling icons: • IP Office Conferencing Center icons • Transfer a Call • Answer a Call • Set Ringback when Free • Place a Call on Hold • Add a Call to a Conference • Hangup a Call • Complete a Transfer • Configure Preferences AVA00627H00 IP Office R3.0 Phone Manager and SoftConsole User Training

  34. Call Status Pane • Current state of incoming and outgoing active calls • Call Status fields: • Number • From • To • Tag AVA00627H00 IP Office R3.0 Phone Manager and SoftConsole User Training

  35. Call Status Icons • Quick reference to call status • Use the Call Status pane AVA00627H00 IP Office R3.0 Phone Manager and SoftConsole User Training

  36. Lab Exercise Placing and Receiving CallsExercise Make at least five calls: • Leave a message • Hang up without leaving a message • Three additional calls AVA00627H00 IP Office R3.0 Phone Manager and SoftConsole User Training

  37. Call History Pane The Call History pane on Phone Manager Lite provides information about: • Missed, incoming, and outgoing calls • Voicemail • Speed dials • Conferences AVA00627H00 IP Office R3.0 Phone Manager and SoftConsole User Training

  38. Call History Pane (cont.) Call History pane fields: • In • Out • Missed • All • Status • Messages • Queue • Door • Script • Account Codes • Speed Dials AVA00627H00 IP Office R3.0 Phone Manager and SoftConsole User Training

  39. Guided Activity Dig the Data Guided Activity AVA00627H00 IP Office R3.0 Phone Manager and SoftConsole User Training

  40. Call Park Pane • Place up to four calls on hold • Other users can answer the call • Park button for each Park ID AVA00627H00 IP Office R3.0 Phone Manager and SoftConsole User Training

  41. Checkpoint Test your knowledge with the following. Which area of the Phone Manager interface allows you to book an IP Office Conferencing Center conference? • Call Handling icons • Call Status pane • Call History pane • Call Park buttons AVA00627H00 IP Office R3.0 Phone Manager and SoftConsole User Training

  42. Checkpoint Test your knowledge with the following. From the Call History pane, you can view information about which of the following options: • Missed calls • Conferences • Preferences • Voicemail AVA00627H00 IP Office R3.0 Phone Manager and SoftConsole User Training

  43. Lesson Three Summary You have completed Lesson Three! As you move on to new lessons, please keep in mind the following point: The Phone Manager application can be divided into four panes: • Call Status pane • Call History pane • Call Handling icons pane • Call Park pane AVA00627H00 IP Office R3.0 Phone Manager and SoftConsole User Training

  44. Lesson Four Introduction Upon completion of this lesson, you should be able to: • Explain how to handle calls using Phone Manager. AVA00627H00 IP Office R3.0 Phone Manager and SoftConsole User Training

  45. Placing a Call • To place a call: • Click the Phone Manager Call button and type the number • Press F1 • Click a Speed Dial OR • Right-click a call from the Call History pane • What happens when I place a call? AVA00627H00 IP Office R3.0 Phone Manager and SoftConsole User Training

  46. Placing a Call with an Account Code Account codes are used to track calls to specified groups. To place a call using an Account Code: • Click Functions > Account Code.  • Type the number in the Number field. • Select the Account Code. • Click Call. AVA00627H00 IP Office R3.0 Phone Manager and SoftConsole User Training

  47. Lab Exercise Place a Call Using an Account Code Exercise AVA00627H00 IP Office R3.0 Phone Manager and SoftConsole User Training

  48. Receiving a Call • Calls appear in the Call Status pane. • Calls move to Call History after you hang up. AVA00627H00 IP Office R3.0 Phone Manager and SoftConsole User Training

  49. Transferring a Call To Transfer a call in Phone Manager: • While a call is in progress, click Transfer or press F2. • Enter the transfer number into the Number box. • SelectTransfer or press Enter. • Once the call has been answered you can talk with the transfer target. To transfer the call: • Press Home, • Replace the handset, OR • Click CompleteTransfer. • To cancel the transfer and reconnect the held call, press End. AVA00627H00 IP Office R3.0 Phone Manager and SoftConsole User Training

  50. Parking a Call • Call Park is used to temporarily “park” calls (place calls on hold). • Any user may answer the parked call. AVA00627H00 IP Office R3.0 Phone Manager and SoftConsole User Training

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