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Avaya Business phone systems

Telecommunications Consulting

Administration Mode
Annotate, Intrude, Page
Appearance Config/ Save
Busy Lamp Field Panel BLF
Call Details Panel
Conference Calls
Using Conference Rooms
Directories Configuration
Directory Entry Form
Incoming Call Handling
Incoming Calls Configuration
Keyboard Mapping
Login Form
Main Window Information
Make an Outgoing Call
Overview Getting Started
Parking a call
Park Slots Configuration
Reattempt Transfer
Record a Call
Transfer Calls

Troubleshoot
Forwarding Status Form
Working with Queues
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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.

 

   
   

Call Details Panel

The Call Details panel contains a side-by-side display of current call information.  A slider positioned between the two subpanels allows the operator to adjust the size of the panels as required.

The left-hand panel contains details about the current call/calls received or made. The right-hand panel normally contains the searchable directory, however during some actions such as transfer enquiry calls it can show details of the enquiry call.

 

Call Details

This area can work in two ways. When a single call is in progress (ringing or connected), it shows details of that call (left hand picture). For SoftConsole users with multiple call appearances set, it can also show additional calls when they arrive (right-hand picture). In this later mode, clicking the separate calls shown has the same effect as pressing the matching call appearance buttons on the phone.

 Avaya Call Details Panel Avaya Call Details Panel

For a single call, the detail that can be shown 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's directory.

  • Calling Number
    The CLID 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 has been routed to by the IP Office. Typically this is an operator group of which the SoftConsole user is a member.

  • Call Status
    States the progress of a call. The border around the Call Details Panel changes color to indicate the status of a call.

      • Red - Alerting incoming call or alerting outgoing call.

      • Green - Connected call (or call still being dialed).

      • Blue - Held call.

      • Yellow - Returned call. For example a held call that has timeout from hold.

      • Black - Idle.

  • Call Duration
    The length of time that the call has been in its current state (ringing, connected, held).

  • Notes
    This area displays notes or information about the call, for example, when a call returns the reason for the return. If an annotation is attached to the call, the annotation is shown here.

 

Directory

The right-hand call panel normally displays the directory. Using the search it is possible to drill down the directory to show details of an individual entry.

Soft Console Directory

The directory can show:

  • Directory entries including IP Office users, IP Office groups, numbers from the IP Office directory and numbers from the SoftConsole's own 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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