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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
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

course introduction
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

course objectives
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

course objectives cont
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

course objectives cont1
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

course lessons
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

lesson one introduction
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

phone manager overview
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

phone manager uses
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

phone manager benefits
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

types of phone manager applications
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

phone manager lite
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

phone manager pro
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

phone manager pc softphone voip
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

phone manager pc softphone voip1
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

checkpoint
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

checkpoint1
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

checkpoint2
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

lesson one summary
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

lesson two introduction
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

getting started with phone manager
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

configuration menu
Configuration Menu
  • PBX
  • Directory
  • Preferences
  • Language
  • Default Sizing
  • Profile
  • Exit

AVA00627H00

IP Office R3.0 Phone Manager and SoftConsole User Training

pbx access
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

unsuccessful login attempt
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

checkpoint3
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

checkpoint4
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

checkpoint5
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

lab exercise
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

lesson two summary
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

lesson three introduction
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

phone manager interface
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

phone manager interface cont
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

call handling icons
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

call status pane
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

call status icons
Call Status Icons
  • Quick reference to call status
  • Use the Call Status pane

AVA00627H00

IP Office R3.0 Phone Manager and SoftConsole User Training

lab exercise1
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

call history pane
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

call history pane cont
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

guided activity
Guided Activity

Dig the Data Guided Activity

AVA00627H00

IP Office R3.0 Phone Manager and SoftConsole User Training

call park pane
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

checkpoint6
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

checkpoint7
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

lesson three summary
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

lesson four introduction
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

placing a call
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

placing a call with an account code
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

lab exercise2
Lab Exercise

Place a Call Using an Account Code Exercise

AVA00627H00

IP Office R3.0 Phone Manager and SoftConsole User Training

receiving a call
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

transferring a call
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

parking a call
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

lab exercise3
Lab Exercise

Parking CallsExercise

Park a call two or more ways.

AVA00627H00

IP Office R3.0 Phone Manager and SoftConsole User Training

conference calls
Conference Calls

To create a conference call:

  • Make an outgoing call or answer an incoming call.
  • Place the call on hold.
  • Place a call to a third party or answer another Incoming call.
  • Place the current caller on hold.
  • Repeat steps 3 and 4 until all members that are to join the conference are on hold.
  • Click the Conference button or click Functions > Conference. The Conference tab will appear in the Call History pane.

Callers on hold

User who created conference

Callers moved to conference

AVA00627H00

IP Office R3.0 Phone Manager and SoftConsole User Training

lab exercise4
Lab Exercise

Setting Up a Conference Call Exercise

.

AVA00627H00

IP Office R3.0 Phone Manager and SoftConsole User Training

checkpoint8
Checkpoint

Test your knowledge with the following.

Select all that apply. To transfer a call, click Transfer or press F3, enter the number, and click Transfer or press F2 again, placing the call on hold while you announce the call to the transfer target.  To complete the transfer, you can:

  • Press Enter
  • Replace the handset
  • Click Complete Transfer
  • Press Home

AVA00627H00

IP Office R3.0 Phone Manager and SoftConsole User Training

checkpoint9
Checkpoint

Test your knowledge with the following.

Account Codes is an option on the drop-down list for which of the following buttons?

  • Preferences
  • Functions
  • Configure
  • Call Park

AVA00627H00

IP Office R3.0 Phone Manager and SoftConsole User Training

lesson four summary
Lesson Four Summary

You have completed Lesson Four! As you move on to new lessons, please keep in mind the following points:

  • An incoming call appears in the Call Status pane.
  • A completed call appears in the Call History pane.
  • The Functions menu and the Call Handling Icons

toolbar allow you to handle calls.

AVA00627H00

IP Office R3.0 Phone Manager and SoftConsole User Training

lesson five introduction
Lesson Five Introduction

Upon completion of this lesson, you should be able to:

  • Configure Phone Manager for Busy Lamp Fields.
  • Explain how to configure Phone Manager to allow sending of instant messages.
  • Configure Phone Manager for business purposes

AVA00627H00

IP Office R3.0 Phone Manager and SoftConsole User Training

setting up phone manager for business needs
Setting Up Phone Manager for Business Needs
  • Set-up a personalized view
  • Set-up Busy Lamp Fields to view Speed Dial status

AVA00627H00

IP Office R3.0 Phone Manager and SoftConsole User Training

busy lamp field
Busy Lamp Field

Use Busy Lamp Fields on Speed Dials to:

  • Track your department, colleagues, or the entire company.
  • Quickly determine status

Multiple Busy Lamp Fields

AVA00627H00

IP Office R3.0 Phone Manager and SoftConsole User Training

slide60

Adding and Removing Speed Dial Users

  • Add SpeedDial icons to view Busy Lamp Fields.
  • Speed Dial icons may be set up in the Speed Dials pane.

AVA00627H00

IP Office R3.0 Phone Manager and SoftConsole User Training

lab exercise5
Lab Exercise

Using Speed Dials Exercise

AVA00627H00

IP Office R3.0 Phone Manager and SoftConsole User Training

ms live communications server lcs
MS LIVE Communications Server (LCS)
  • Instant messages may be sent with Microsoft ® LIVE Communications Server (LCS).
  • With messaging configured, Speed Dials may be used to send instant messages. Both users must have instant messaging enabled.

AVA00627H00

IP Office R3.0 Phone Manager and SoftConsole User Training

personal distribution lists pdls
Personal Distribution Lists (PDLs)

Phone Manager Pro and Phone Manager PC SoftPhone allow you to create lists of extensions so you can distribute messages to groups.

To create a PDL:

  • Select Configure > Preferences.
  • Select the Voicemail tab.
  • Click the Configure Personal Distribution List button.
  • Select a name (usually yours) in the Select required mailbox drop-down box.
  • Enter the List ID and the List Name.
  • Right-click in the right-hand pane, click Add and select members from the list.
  • Click Public List if desired.
  • Click Create.

AVA00627H00

IP Office R3.0 Phone Manager and SoftConsole User Training

lab exercise6
Lab Exercise

Setting Up Personal Distribution Lists Exercise

AVA00627H00

IP Office R3.0 Phone Manager and SoftConsole User Training

checkpoint10
Checkpoint

Test your knowledge with the following.

Which status that can be indicated by Phone Manager

Pro's Busy Lamp Fields on Speed Dial icons is NOT

available using phone lights on traditional systems?

  • Busy
  • Available
  • Hold
  • Call Forwarding

AVA00627H00

IP Office R3.0 Phone Manager and SoftConsole User Training

checkpoint11
Checkpoint

Test your knowledge with the following.

Microsoft® LIVE Communications Server (LCS) installation is required to enable users to send instant messages to internal contacts.

  • True
  • False

AVA00627H00

IP Office R3.0 Phone Manager and SoftConsole User Training

lesson five summary
Lesson Five Summary

You have completed Lesson Five! As you move on to new lessons, please keep in mind the following points:

  • You can view the status of other users by looking at their Speed Dial icons. This is also known as Busy Lamp Field status.
  • You can use instant messaging if Microsoft LIVE Communications Server is installed and you have instant messaging enabled on the Instant Messaging tab of Configure > Preferences menu.

AVA00627H00

IP Office R3.0 Phone Manager and SoftConsole User Training

lesson six introduction
Lesson Six Introduction

Upon completion of this

lesson, you should be able to:

  • Configure your user preferences in accordance with personal preferences.

AVA00627H00

IP Office R3.0 Phone Manager and SoftConsole User Training

configuring personal settings
Configuring Personal Settings

In this lesson, you will learn how to:

  • Take calls from another extension.
  • Forward calls to another extension.
  • Set Do Not Disturb and Do Not Disturb Exception numbers.
  • Transfer calls back to a forwarded extension.
  • Turn Voicemail on and off.
  • Turn Call Waiting on and off.
  • Set Voicemail Ringback on and off.
  • Set up Off Hook Operation.

AVA00627H00

IP Office R3.0 Phone Manager and SoftConsole User Training

take calls from another extension
Take Calls from Another Extension
  • Pass calls to internal or external numbers.
  • The forwarding number appears in the Title bar.
  • Cancel calls from another extension.

AVA00627H00

IP Office R3.0 Phone Manager and SoftConsole User Training

forward calls to another extension
Forward Calls to Another Extension
  • Forwarding calls allows selection of call handling:
    • When your phone is busy
    • When there is no answer
    • When the calls are hunt group calls
    • Forward all calls

AVA00627H00

IP Office R3.0 Phone Manager and SoftConsole User Training

lab exercise7
Lab Exercise

Forward Calls to Another Extension Exercise

AVA00627H00

IP Office R3.0 Phone Manager and SoftConsole User Training

do not disturb
Do Not Disturb
  • Use Do Not Disturb when you need to work undisturbed.
  • Use Do Not Disturb Exception to allow an important call to be answered.

AVA00627H00

IP Office R3.0 Phone Manager and SoftConsole User Training

do not disturb exception number
Do Not Disturb Exception Number
  • If you want to add a Do Not Disturb Exception number, you can add that in the DND Exception Number box on the Do Not Disturb tab.
  • What if I know that they are going to be calling from a general number, but not the exact extension?

AVA00627H00

IP Office R3.0 Phone Manager and SoftConsole User Training

lab exercise8
Lab Exercise

Do Not Disturb Exception Exercise

AVA00627H00

IP Office R3.0 Phone Manager and SoftConsole User Training

transfer back to forwarded extension
Transfer Back to Forwarded Extension
  • Do Not Disturb Exception may also be used when you need to speak with a caller before the call is forwarded.

AVA00627H00

IP Office R3.0 Phone Manager and SoftConsole User Training

call waiting on off
Call Waiting On/Off
  • Use Call Waiting to receive call notifications while on a call.
  • The Call Status pane shows the Call Waiting call information.

AVA00627H00

IP Office R3.0 Phone Manager and SoftConsole User Training

voicemail
Voicemail may be turned on or off.

When Voicemail is on, callers may leave a message when your extension is busy or the call is not answered.

Voicemail

AVA00627H00

IP Office R3.0 Phone Manager and SoftConsole User Training

lab exercise9
Lab Exercise

Voicemail Exercise

AVA00627H00

IP Office R3.0 Phone Manager and SoftConsole User Training

off hook operation
Off Hook Operation
  • All calls may be handled through Phone Manager Pro.
  • Calls functions such as answering and transferring may be performed using the Off Hook state.

AVA00627H00

IP Office R3.0 Phone Manager and SoftConsole User Training

displaying call history tabs
Displaying Call History Tabs
  • The following options appear on the Phone Manager tab:
    • Show All
    • Show In
    • Show Out
    • Show Missed
    • Show Messages

AVA00627H00

IP Office R3.0 Phone Manager and SoftConsole User Training

lab exercise10
Lab Exercise

Call History Tabs Exercise

AVA00627H00

IP Office R3.0 Phone Manager and SoftConsole User Training

checkpoint12
Checkpoint

Test your knowledge with the following.

If your status is set to Do Not Disturb, you can add an

exception, which allows you to receive calls from a phone

number, area code, or prefix that you specify.

  • True
  • False

AVA00627H00

IP Office R3.0 Phone Manager and SoftConsole User Training

checkpoint13
Checkpoint

Test your knowledge with the following.

The Call Waiting and Off Hook Operation options are located on which tab under Configuration?

  • Telephone
  • Phone Manager
  • Forwarding
  • Do Not Disturb

AVA00627H00

IP Office R3.0 Phone Manager and SoftConsole User Training

lesson six summary
Lesson Six Summary
  • You have completed Lesson Six! As you move on to new lessons, please keep in mind the following points:
  • Personal preferences that can be set up through the Configure > Preferences menu include:
    • Taking Calls from Another Extension
    • Call Forwarding
    • Do Not Disturb
    • Do Not Disturb Exception
    • Transfer Calls to Forwarded Extension
    • Voicemail
    • Voicemail Ringback
    • Call Waiting

AVA00627H00

IP Office R3.0 Phone Manager and SoftConsole User Training

lesson seven introduction
Lesson Seven Introduction

Upon completion of this lesson, you should be able to:

  • Use Phone Manager to access other system resources.

AVA00627H00

IP Office R3.0 Phone Manager and SoftConsole User Training

help file
Help File

Should you need assistance on the Phone Manager application, click on the Help Menu button. From this menu, you can select one of the following options:

  • Contents
  • Search for Help on
  • About
  • Product Tour
  • Video Tutorials

AVA00627H00

IP Office R3.0 Phone Manager and SoftConsole User Training

product tour
Product Tour

The Product Tour allows you to move your cursor over the Phone Manager interface to learn about the function of each area.

AVA00627H00

IP Office R3.0 Phone Manager and SoftConsole User Training

video tutorials
Video Tutorials

Video Tutorials can be accessed from the Help menu and provide demonstrations on the most common features used in the Phone Manager application.

AVA00627H00

IP Office R3.0 Phone Manager and SoftConsole User Training

checkpoint14
Checkpoint

Test your knowledge with the following.

Where would you find out how to transfer calls?

AVA00627H00

IP Office R3.0 Phone Manager and SoftConsole User Training

lesson seven summary
Lesson Seven Summary

You have completed Lesson Seven! As you move on to new lessons, please keep in mind the following points:

  • Phone Manager resources can be accessed from the Help menu.
  • Resources available from the Help menu include:
    • Contents
    • Search for Help on
    • About
    • Product Tour
    • Video Tutorials

AVA00627H00

IP Office R3.0 Phone Manager and SoftConsole User Training

lesson eight introduction
Lesson Eight Introduction

Upon completion of this lesson, you should be able to:

  • Access appropriate reference documents from:
    • Avaya websites
    • Resource Library

AVA00627H00

IP Office R3.0 Phone Manager and SoftConsole User Training

web site resources
Web Site Resources

Additional information for Phone Manager can be accessed from the following Web sites:

  • Avaya Support Web site
    • http://support.avaya.com
  • Avaya Research | Products
    • http://www.avaya.com

AVA00627H00

IP Office R3.0 Phone Manager and SoftConsole User Training

job aid resources
Job Aid Resources
  • Phone Manager Comparison Chart  - Compares features of Phone Manager Lite, Phone Manager Pro, and Phone Manager PC SoftPhone
  • Application Comparison Chart - Compares Phone Manager Pro, Phone Manager PC SoftPhone, and SoftConsole.

AVA00627H00

IP Office R3.0 Phone Manager and SoftConsole User Training

lesson eight summary
Lesson Eight Summary

You have completed Lesson Eight! As you move on to other lessons, please keep in mind the following points:

  • Product documentation can be found at the Avaya Support Web site.
  • General product description information can be found at the Avaya Web site.
  • Comparisons of products and applications features are available in job aids.

AVA00627H00

IP Office R3.0 Phone Manager and SoftConsole User Training

lesson nine introduction
Lesson Nine Introduction

Upon completion of this lesson, you should be able to:

  • Explain the SoftConsole application.
  • Describe the benefits of SoftConsole.

AVA00627H00

IP Office R3.0 Phone Manager and SoftConsole User Training

softconsole overview
SoftConsole Overview
  • Provides operators and receptionists with improved call handling
  • Works in conjunction with a physical phone

AVA00627H00

IP Office R3.0 Phone Manager and SoftConsole User Training

softconsole features
SoftConsole Features

SoftConsole provides the following features to operators and receptionists:

  • Large display for incoming calls information
  • Searchable directory of IP Office groups and users
  • Master directory integration
  • Visual display of queued calls
  • Visual display of extension status
  • Sixteen call parking areas
  • High-quality audio through integrated iClarity
  • Telephone ring through PC sound card
  • Permanent and per call notes
  • Email access

AVA00627H00

IP Office R3.0 Phone Manager and SoftConsole User Training

softconsole benefits
SoftConsole Benefits

SoftConsole allows users to:

  • Pull calling party records so that incoming calls can be correctly answered.
  • Take notes on incoming calls and update records about the calling party for future use.
  • Access the company directory to make updates to directory entries and access employee contact information.

AVA00627H00

IP Office R3.0 Phone Manager and SoftConsole User Training

checkpoint15
Checkpoint

Test your knowledge with the following.

Which of the following are features of SoftConsole?

  • Allowing users to handle calls without a physical phone
  • Enabling a user to pull calling party records so that incoming calls can be correctly answered
  • Master directory integration
  • Allowing users to take notes on incoming calls and update records about the calling party for future use

AVA00627H00

IP Office R3.0 Phone Manager and SoftConsole User Training

lesson nine summary
Lesson Nine Summary

You have completed Lesson Nine! As you move on to new lessons, please keep in mind the following points:

  • SoftConsole is designed specifically for receptionists and operators.
  • SoftConsole provides features designed to increase efficiency, including:
    • Large display
    • Directory integration
    • Caller information
    • Permanent and per call notes
    • Up to 16 call park areas

AVA00627H00

IP Office R3.0 Phone Manager and SoftConsole User Training

lesson ten introduction
Lesson Ten Introduction

Upon completion of this lesson, you should be able to:

  • Explain the differences between

SoftConsole and Phone Manager Pro.

  • Describe the differences in application layout and functionality between SoftConsole and Phone Manager PC SoftPhone.

AVA00627H00

IP Office R3.0 Phone Manager and SoftConsole User Training

softconsole vs phone manager pro
SoftConsole vs. Phone Manager Pro

SoftConsole allows users to manage incoming calls for the organization and see the status of all individuals in the organization, not just their individual call status.

Phone Manager allows individual users to manage their calls.

Phone Manager

SoftConsole

AVA00627H00

IP Office R3.0 Phone Manager and SoftConsole User Training

softconsole vs phone manager pc softphone
SoftConsole vs. Phone Manager PC SoftPhone
  • SoftConsole:
  • Requires a physical telephone to use for speech access
  • Is designed to allow an operator or receptionist to handle a higher volume of calls and see the status of other users and hunt groups

Phone Manager PC SoftPhone:

  • Allows users to handle all their calls from their PC without the need for a physical telephone.
  • Is designed for an individual to manage his or her calls.

AVA00627H00

IP Office R3.0 Phone Manager and SoftConsole User Training

lab exercise11
Lab Exercise

Identify the Differences Exercise

AVA00627H00

IP Office R3.0 Phone Manager and SoftConsole User Training

checkpoint16
Checkpoint

Test your knowledge with the following.

Which applications require a physical telephone?

  • Phone Manager PC SoftPhone
  • SoftConsole
  • Phone Manager Pro

AVA00627H00

IP Office R3.0 Phone Manager and SoftConsole User Training

checkpoint17
Checkpoint

Test your knowledge with the following.

Which applications allow individuals to manage their own calls?

  • Phone Manager PC SoftPhone
  • SoftConsole
  • Phone Manager Pro
  • Phone Manager Lite

AVA00627H00

IP Office R3.0 Phone Manager and SoftConsole User Training

lesson ten summary
Lesson Ten Summary

You have completed Lesson Ten! As you move on to new lessons, please keep in mind the following points:

  • SoftConsole allows an operator or receptionist to handle a high volume of incoming calls and to view the status of multiple users in the company.
  • SoftConsole requires a physical telephone for speech access.
  • Phone Manager Pro allows a user to view the user's own individual status and the status of speed dial users.
  • Phone Manager Pro requires a physical telephone for speech access. Phone Manager PC SoftPhone allows a user to manage his or her calls directly through the computer without the need for a physical telephone.

AVA00627H00

IP Office R3.0 Phone Manager and SoftConsole User Training

lesson eleven introduction
Lesson Eleven Introduction

Upon completion of this lesson, you should be able to:

  • Describe the different panes of SoftConsole.

AVA00627H00

IP Office R3.0 Phone Manager and SoftConsole User Training

softconsole interface
SoftConsole Interface

The SoftConsole is divided into seven main areas:

  • Menu bar
  • Tool bar
  • Call Details Panel
  • Queue Panel
  • Held Calls Panel
  • BLF Panel
  • Park Slot Panel

AVA00627H00

IP Office R3.0 Phone Manager and SoftConsole User Training

main menu bar
Main Menu Bar

The SoftConsole main menu provides access to commonly used commands and actions under the following menus:

  • File
  • View
  • Actions
  • Directory
  • Tools
  • Help

AVA00627H00

IP Office R3.0 Phone Manager and SoftConsole User Training

call status panel
Call Status Panel

The Call Status pane consists of call information and the directory. Call information that is provided to the user includes:

  • Calling Name.
  • Calling Number
  • Called Name
  • Called Number
  • Call Status
  • Call Duration
  • Notes

AVA00627H00

IP Office R3.0 Phone Manager and SoftConsole User Training

call details
Call Details

The Call Details pane displays the current state of a call by highlighting the border of the pane in:

  • Red.
  • Green.
  • Blue
  • Yellow
  • Black

AVA00627H00

IP Office R3.0 Phone Manager and SoftConsole User Training

directory panel
Directory Panel

The Directory pane provides the operator or receptionist with an easy way to access:

  • IP Office users
  • IP Office groups
  • IP Office directory
  • SoftConsole directory

Addusers or groups by selecting a directory number in the Directory pane and clicking Show Properties. 

AVA00627H00

IP Office R3.0 Phone Manager and SoftConsole User Training

queue panel
Queue Panel

From the Queue pane, users are able to monitor hunt groups that have queuing enabled through IP Office Manager.

Queue Mode is accessed by clicking on the Tools > Options menu and selecting Queue Mode.

Queues can be further modified through the Color Preferences section.

AVA00627H00

IP Office R3.0 Phone Manager and SoftConsole User Training

held calls panel
Held Calls Panel

The Held Calls pane provides a view of all calls that have been placed on hold in SoftConsole.

Within the pane, users are provided with the following fields:

  • To
  • From
  • Held
  • Notes

AVA00627H00

IP Office R3.0 Phone Manager and SoftConsole User Training

park slot panel
Park Slot Panel

The Park Slot pane allows an operator or receptionist to park up to 16 calls on the IP Office system.

To Park a Call:

  • While on a call, clicka vacant Park Slot at the bottom of the SoftConsole application to park the call.
    • The parked call is highlighted in red in the Call Details pane and displays information about the call.

To Unpark a Call:

  • When a call is parked in a Park Slot, click the relevant Park Slot button to unpark the call.

AVA00627H00

IP Office R3.0 Phone Manager and SoftConsole User Training

blf panel
BLF Panel

The Busy Lamp Field (BLF) pane provides the user with a means of viewing the status for other users on the IP Office system. In SoftConsole, tabs are used to group users based on the group that the user is placed in on the system.

Busy Lamp Field status indicators are available for:

  • Unread Voicemail Messages
  • User Busy
  • Forwarding All
  • Do Not Disturb

AVA00627H00

IP Office R3.0 Phone Manager and SoftConsole User Training

conferencing
Conferencing

SoftConsole users can manage conferences using three different methods.

  • Place calls on hold and start a conference.
  • AccessSoftConsole conference rooms.
  • Viewan existing conference and add users.

To add an active caller, click Show Conferences in the Directory pane andselect the conference that you wish to add the user to and select Actions > Add to Conference.

AVA00627H00

IP Office R3.0 Phone Manager and SoftConsole User Training

lab exercise12
Lab Exercise

SoftConsole Benefits Exercise

AVA00627H00

IP Office R3.0 Phone Manager and SoftConsole User Training

lab exercise13
Lab Exercise

Customizing SoftConsole Exercise

AVA00627H00

IP Office R3.0 Phone Manager and SoftConsole User Training

checkpoint18
Checkpoint

Test your knowledge with the following.

Which pane displays the status of individuals by group?

  • Directory pane
  • Busy Lamp Field pane
  • Call Details pane

AVA00627H00

IP Office R3.0 Phone Manager and SoftConsole User Training

checkpoint19
Checkpoint

Test your knowledge with the following.

How many calls can be parked in SoftConsole?

  • 4
  • 8
  • 12
  • 16

AVA00627H00

IP Office R3.0 Phone Manager and SoftConsole User Training

checkpoint20
Checkpoint

Test your knowledge with the following.

Name the pane that fits each of the following descriptions:

  • Allows the operator or receptionist to place calls on hold
  • Allows the user to view the status of other users on the IP Office system
  • Allows the user to monitor calls to a hunt group that have not been answered
  • Displays the current state of a call by highlighting the border of the pane

AVA00627H00

IP Office R3.0 Phone Manager and SoftConsole User Training

lesson eleven summary
Lesson Eleven Summary

You have completed Lesson Eleven! As you move on to new lessons, please keep in mind the following points:

  • The Call Details pane provides Information on the current call including the caller name, number, called party, notes, and the status of the call.
  • The Directory pane provides access to both SoftConsole and IP Office directories. The SoftConsole directory is the personal directory for the logged on user.
  • The BLF pane provides status' of different users within the IP Office system. Users are grouped based on user-defined criteria.

AVA00627H00

IP Office R3.0 Phone Manager and SoftConsole User Training

lesson twelve introduction
Lesson Twelve Introduction

Upon successful completion of this lesson, you should be able to:

  • Handle calls using SoftConsole, including:
    • Answering calls
    • Transferring calls
    • Placing calls on hold

AVA00627H00

IP Office R3.0 Phone Manager and SoftConsole User Training

answering calls
Answering Calls

There are multiple ways to add incoming calls to SoftConsole.

  • Caller information for answered calls is displayed in green.
  • Scripts will display over the Directory pane.

AVA00627H00

IP Office R3.0 Phone Manager and SoftConsole User Training

transferring calls
Transferring Calls
  • Search for the number the caller requires.
  • Announce the caller before transferring the call.
  • Transfer a call without answering the call first.

AVA00627H00

IP Office R3.0 Phone Manager and SoftConsole User Training

making and releasing calls
Making and Releasing Calls
  • There are multiple methods of making calls in SoftConsole.
  • Calls may be made from a telephone.
  • Calls may be made from SoftConsole.

AVA00627H00

IP Office R3.0 Phone Manager and SoftConsole User Training

typing comments on a call
Typing Comments on a Call
  • Call comments may be made for up to 16 characters.
  • Comments may be made by using Annotate Call or F12.

AVA00627H00

IP Office R3.0 Phone Manager and SoftConsole User Training

checkpoint21
Checkpoint

Test your knowledge with the following.

Select all that apply. To answer calls on SoftConsole:

  • Press Enter.
  • Double-click the Call Details pane.
  • Click Transfer.
  • Pick up the telephone handset.

AVA00627H00

IP Office R3.0 Phone Manager and SoftConsole User Training

lesson twelve summary
Lesson Twelve Summary

You have completed Lesson Twelve! As you move on to new lessons, please keep in mind the following points:

  • Receptionists and operators can quickly find users on the system by typing a name in the Directory Search field.
  • Calls can be transferred through both unsupervised and supervised methods.
  • Calls can be placed on hold by selecting Hold or pressing F4. Calls will then display in the Held Calls pane.

AVA00627H00

IP Office R3.0 Phone Manager and SoftConsole User Training

course conclusion
Course Conclusion

You have successfully completed IP Office Phone Manager and SoftConsole End-User Training!

AVA00627H00

IP Office R3.0 Phone Manager and SoftConsole User Training