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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.

 

   
   

Script

Phone Manager Pro only. The Script tab will appear when a Directory Entry matching the called number has a Script file configured.

For example, a Receptionist may be answering calls on behalf of more than one company. To ensure the call is answered with the correct company name a text file could be created with the company name and details. Phone Manager Pro can then be configured to display this text file whenever a call is received for that company.

  1. Create a Directory Entry for the extension or Hunt Group that will receive the call. Enter the path to the text file in the Script File field.

  2. When a call is received on this number the Script tab will appear in the Call History pane and the text file will be displayed.

 

Note: The Status tab will automatically come to the front 15 seconds after displaying the Script tab. If you want the script to remain in view, uncheck the Show Status option in the Phone Manager settings.

Status

Phone Manager Pro only. The Status tab appears when you are on a call . It contains a call timer. It can also contain call cost information if setup by your System Administrator.

If working in Agent Mode, the Status tab also appears when you go into Busy Wrap Up or Busy Not Available state.

Whether the Status tab comes to the front when active is controlled by the Show Status option in the Phone Manager settings. Note that for incoming calls, if a Script file has been configured, the Script tab will show for the first 15 seconds after connection.

Call Park Area

It is sometimes necessary to temporarily "park" a call to handle some other task (receive a new call) or deal with an interruption. To help you control this scenario efficiently the main system has four parking areas. These are available for use by all Users on the system. The park areas use Park ID 1, 2, 3 and 4.

For example when an incoming caller needs to speak to someone urgently but they cannot be found, the call could be parked in slot "1" and the specific user paged to pickup the call on "1". This user can then pick up the call via Phone Manager Pro or via a short code (for example *38*1#) from any extension.

The Call Park Area gives a Park button for each Park ID so that a call can be easily parked and unparked by clicking on the relevant Park button. This has the added benefit that the original User who handled the call can then see when the call has been picked up as it will disappear from the Park button.

 

Park a Call
To park a call click on the Park button required, click it again to pick up the call. While a call is parked it will display the Tag field or, if not available, will show the source number of the call.

 

Tag a Parked Call
A Tag can be used to identify a parked call with a text description

  1. Before parking the call, right click on the Park button required.

  2. Enter the description in the Call Tag Form.

  3. The call will be parked and the description will appear on the Park button.

 

 

 

 

 

 

 

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