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Avaya Business phones

New Jersey 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.

 

   
   

Incoming Calls Configuration

This menu allows you to setup directory names and numbers. These can then be displayed in the SoftConsole directory panel along with IP Office users, hunt groups and system directory numbers.

The directory numbers can be used to make outgoing calls. They can also be used to provide a name match against the calling number on incoming calls. You can also associate a specific script and/or media file to be played on calls from a matching number.

 

  1. To access this menu, click and select the Incoming Calls tab or select Tools | Options | Incoming Calls.

  2. The menu shows the current SoftConsole directory entries. Select the action to perform using the available buttons:

    • New
      Add a new directory entry.

    • Edit
      Edit the currently selected entry.

    • Delete
      Delete the current selected entry.

    • Open Directory File
      Change the file being used for storing the SoftConsole directory entries. The entries in the selected file are then listed and used.   

    • Browse for Script File
      Associate a .txt or .rft file with the current selected directory entry. The file will be displayed in SoftConsole when an incoming number match occurs.

    • Browse for Media File
      Associate a .wav file with the current selected directory entry. The file will then be played whenever an incoming number match occurs.

  3. Click OK.

Queue Mode

A queue monitor can be configured for a specific Hunt Group.  The Hunt Group needs to be created on the System with Queuing enabled. Refer to your System Administrator for more details.

SoftConsole provides you with the ability to configure and monitor up to eight queues.  One of the Queues is configured as a Recall Queue.

  1. To access this menu, click and select the Queue Mode tab or select Tools | Options | Queue Mode.

  2. The menu shows details of the existing queues.

    • The Recall Queue shows calls to a group containing the SoftConsole that, having been transferred by the SoftConsole, have returned unanswered.

    • For each queue, the alarm thresholds (number of calls and longest waiting call) are shown.

  3. To adjust the queues use the buttons provided.

    • New
      Add a new queue to monitor.

    • Edit
      Change the current selected queues settings.

    • Delete
      Delete the current selected queue.

    • Move Up/Move Down
      Adjust the order of display of the queues.

  4. The Color Preferences sections allows you to adjust the Normal Conditions color and the Alarm Conditions color used for the queues.

  5. The Alarm Handling section allows you to set what should happen when a queue goes over its alarm threshold. The options are:

    • Automatically restore SoftConsole.

    • Ask me whether to restore SoftConsole.

    • Ignore the alarm.

  6. Click OK.

 

 

 

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