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Getting Started Phone Manager Pro

Account Code /Absent Status
Agent Mode Operation
Call Functions
Call with Account Code Functions
Making a Call with Account Codes
Call History
Call Status
Blind Transfer a Call
Audio Codec / Compact Mode
Collect Your New Voicemail Messages/ Park a Call
Conference/ Account Codes/ Door Tabs
Conferencing Center/ Help Menu
Configure Directory dialogue box
Configure Menu
Directory Entries Functions Menu
Directory Entry menu
Edit Speed Dial form
Forwarding & DND Preferences
Functions Menu
Hands Free & PC Softphone Operation
Tag a Call

 

Create a Speed Dial to a User's Extention
Create a Speed Dial
Edit a Speed Dial
Set Do Not Disturb or Exceptions

Take Your Calls from Another Extension
Turn Call Waiting On/Off
Turn Off Hook operation On/Off
Turn Voicemail & Ringback On/Off
Use Account Codes
Call Handling Icons
Call History
Make or Recieve a Call
Message/ Speed Dial Tabs
Missed Calls Tab
Personal Distribution Lists
Preferences & Park ID
PIN Restrictions
Profile Phone Manager Pro
Queue ID Tab
Set Ringback or Absent Message
Screen Pop Preferences
Script Tab Phone Manager Pro
Set Date/Time & Clock Type
Speed Dial Functions
Tag a Parked Call
Transfer Functions
Transfer a Call to Another User's Voice Mail
USB & IM Preferences
Voicemail and Queue Tabs Call History
Telephony Preferences
 
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Avaya IP Office

The Avaya IP Office platform is the ultimate in converged voice and data technology. IP Office brings a combination of voice and data applications formerly reserved for only the largest corporations. Cutting edge customer service with easy to use tools is now available to the smallest of businesses.

 

   
   

Agent Mode Operation

Phone Manager Pro only. Agent Mode allows Phone Manager to be used as a call center tool. It allows you to perform a number of call center functions without needing a specially designed call center telephone*, ie. one with dedicated keys for functions such as busy wrap up.

Agent Mode is enabled through the Agent Mode tab within Configure | Preferences.

  • Note: Logging on and logging off is separate from Agent Mode and is enabled through the Configure | PBX menu. See Getting Started.

In Agent Mode:

  • Phone Manager displays Busy Wrap Up and Busy Not Available icons allow you to go into those states.

  • Use Busy Wrap Up when you temporarily need to stop receiving calls when you 'wrap up' the details of the call just finished.

  • Use Busy Not available when you need to stop receiving calls for some other reason.

  • The Select Group icon show the groups for which you will receive calls when not in Busy Wrap Up or Busy Not Available.

  • The Start and Stop icons are available for recording conversations.  Call recording requires VM Pro.

  • The Account Codes tab allows you to make calls with the appropriate account code or to easily apply an account code to a current call.

  • In Agent Mode, the functions of the F1 and F3 keys are swapped. F1 becomes 'account code' and F3 becomes 'call'. These are the default settings.

 

*We still recommend that only Avaya telephones are used in call centers. Most standard telephones are not designed for normal call center conditions, ie. the possible high number of on-hook, off-hook actions and key presses. Whilst standard telephones are okay in most domestic and business situations, they are likely to fail frequently in a call center environment.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

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