BullsEye Call Manager Quick Reference Guide

Transcription

1 This guide will help you get started using your BullsEye digital voice services, and in particular, the Call Manager. What is the Call Manager? This tool allows you to control an IP-based phone directly from your PC desktop. You can place calls, transfer calls to your colleagues, or put customers on hold. Accessing the Call Manager 1. Go to the following website: 2. Enter your User ID. For example, if your telephone number is (248) , your ID would be Enter your Password. The default password is your company s AppID (your BullsEye Account Number). 4. Click on Bookmark this page to make future access easier for you. 5. Click on Remember Password to make future log-ins easier for you. 6. Click on Login. NOTE: Your login and password information can be obtained from your Customer Information Sheet. 7. A dialog box asking to install a small applet on to your PC will appear. Click Install. 8. The Digital Voice Portal webpage will appear. In the top right corner, click the drop-down arrow and select Call Manager. The Call Manager will appear on your desktop. 9. Logout of the Digital Voice Portal (this application is not needed in order to use the Call Manager). Digital Voice Call Manager Quick Reference Guide 5/17/12 1

2 Getting to Know the Call Manager Take a minute to familiarize yourself with the layout of the tool. System Functions User s Name and Number Enter Phone Number Call Control Area Indicators Current profile in use Call Control Buttons Admin Functions How to use the Call Manager When you arrive at your desk and power on your computer, login and access the Call Manager. Leave it up and running all day and utilize it as a more efficient way of using your phone. Here are some examples of how the Call Manager can come in handy Example #1 - Let s say you have a headset with a microphone (available for $13 at RadioShack) plugged into your IP phone. You receive an incoming call, click on ANSWER and viola! You are on the phone. When you are done, click on END and the call is over. All without picking up phone. Example #2 Let s say you are surfing the internet and find a phone number of a retailer you want to call. Simply cut and paste that phone number into Call Manager and click DIAL. You re connected! Example #3 Let s say you want to return a call to a person who called you 3 hours ago. Simply scroll down through the Call Control area, locate and click on the desired phone number, and your call will be connected. Example #4 Let s say you have your home office and cell phone programmed as your Remote Office numbers. Under Service Status, place a check mark next to RO and your office phone will automatically forward all incoming calls to simultaneously ring your cell and home office locations at the same time. You won t miss a call! Digital Voice Call Manager Quick Reference Guide 5/17/12 2

3 Essential Call Manager Functions Initiate a Call 1. Click on the Enter Phone Number text box. Type in the phone number you want to call. 2. Click the DIAL button or press Enter. 3. As you hear the phone ring, pick up the handset. NOTE: For initial calls, your phone will ring, and then ring the called party after the telephone handset is lifted. When making a second call, clicking the DIAL button automatically holds the existing call. Answer a Second Call (Call Waiting) For second incoming calls, the telephone handset must be engaged (assuming you are talking). 1. In the Call Control Area, click to select the incoming call. 2. Click the ANSWER button (the existing call is held automatically). End a Call 1. In the Call Control Area, click to select the call to be released. 2. Click the END button. NOTE: If all calls have been released, replace the telephone handset before initiating the next call. Place a Call on Hold 1. In the Call Control Area, click to select the call to hold. 2. Click the HOLD button. Remove a Call from Hold 1. In the Call Control Area, click to select the call to remove from hold. 2. Click the TALK button. Redial a Call 1. Click REDIAL. 2. If there are no other active calls, your phone will ring, and then rings the last called party after the telephone handset is lifted. NOTE: The Enter Phone Number box will populate the number. Initiate a Three-Way Conference Call 1. Answer or initiate the first call. 2. Answer or initiate second call. This action automatically holds first call. 3. Click the CONFERENCE button. 4. All calls are connected. NOTE 1: To release one party of a conference call, select the call in Call Control Area and click the END button. To mute the call, click CONFERENCE then HOLD. NOTE 2: While engaged in an active conference call, click TRANSFER. The two calls will remain connected and the users will be disconnected (call disappears from Call Manager). Blind Transfer a Call 1. In the Call Control Area, click to select the call to be transferred. 2. Select and click on a phone number from one of your lists, or enter it using your keyboard. 3. The Selected number displays in the Enter Phone Number box. 4. Click the TRANSFER button. Transfer with Consultation 1. In the Call Control Area, click to select the call to be transferred. 2. Click the HOLD button. 3. Select and click on a phone number from one of your lists, or enter it using your keyboard. 4. The selected number displays in the Enter Phone Number box. 5. Click the DIAL button. 6. Speak with the active caller. 7. Click the TRANSFER button (with no number specified in the Enter Phone Number box). 8. The two existing calls are connected. Send a Call to Voic 1. While the phone is ringing and the call is displayed in the Call Control Area, click the call to send it to voice mail. There are two options of where to send it: o To send to your own voice mailbox, click SEND TO VM. o To send to the voice mailbox of another user, enter the extension in Enter Phone Number box and click SEND TO VM. Digital Voice Call Manager Quick Reference Guide 5/17/12 3

4 ADDITIONAL CALL MANAGER FUNCTIONS System Functions Support Help Configure This function allows you to open a trouble ticket to report a problem to BullsEye customer service. This function provides training instructions on how to use the Voice Portal, the Call Manager, or the Voice Toolbar. This function launches the Voice Portal so that you can make changes to your voice configuration. Profile Options Pre-set profiles are available to help you manage your incoming calls. There are 5 options to choose from: Available - In the Office Available - Out of the Office Busy Unavailable None This profile indicates how you want calls handled when you are in the office. Choices include ringing additional phones when your phone rings, and what to do if your phone is busy or if you don t answer. This profile indicates how you want calls handled when you are available to receive calls, but are out of the office. You can forward all calls to your current location, or have Voice Messaging answer the call. You can also have a text message sent, indicating when a call is received. This profile indicates how you want calls handled when you are busy. You can forward calls from selected numbers, send all calls to Voice Messaging and have a text message sent, indicating when a call is received. This profile indicates how you want calls handled when you are not available, such as when you are on vacation. You can forward calls from selected numbers and specify a Voice Messaging greeting to be heard by all callers. If you select this option, none of your profiles are in use. Other individual features you have activated will handle your incoming calls. Activating a Profile 1. To activate a profile, click the drop-down arrow in the Profile box. 2. Click on the profile that you want to activate. The profile selected will appear in the box.!helpful HINTS! o When a profile is activated, it overrides other services that have been configured in the Voice Portal. o That being said, other services such as Call Notify, Call Forwarding, or Simultaneous Ring should not be configured to perform any actions if you have pre-set your profiles. Digital Voice Call Manager Quick Reference Guide 5/17/12 4

5 Changing the Details of a Profile To change the settings of a profile, you need to access the Voice Portal and configure the Incoming Calls service configuration web page. 1. In the Digital Voice Portal window (which appeared when you originally logged in), click on Incoming Calls. 2. In the Advanced column, locate the CommPilot Express function. When this feature is activated, it will say ON as part of the feature title.!warning! o All Incoming Call features on this page that are activated (i.e., ON ) will be overridden when the CommPilot Express feature is activated. 3. Click on the CommPilot Express feature. Upon entering the configuration page for the CommPilot Express feature, you will have the ability to configure 4 profiles (the NONE option cannot be configured) at the same time. Each of these profiles is self-explanatory. Simply identify which profiles you want to utilize, and incorporate the telephone numbers and/or s that you want to establish for each setting. Some additional points of interest: o Be sure to double-check the phone numbers/extensions that you have entered to make sure they are correct. o Spend a few minutes and perform a quick test to ensure that the routing options actually function the way you intended. o If other people are going to be receiving calls originally intended for you, consider providing them advanced notice that this is going to occur. o Test to make sure that your voic is being accessed the way you want to. o After you have made your changes, click on APPLY, then OK.!HELPFUL HINTS! In addition to activating a profile while in the Call Manager, you can also activate a profile within the Voice Portal. After you have made modifications to your Profiles, use the drop-down box to select the profile you want enabled. Digital Voice Call Manager Quick Reference Guide 5/17/12 5

6 Change your Service Status Options There are 3 options: Do Not Disturb, Call Forwarding Always, or Remote Office. Each feature requires you to complete a corresponding configuration page in the Voice Portal, which is described below: Do Not Disturb o Allows you to send your calls directly to your voice messaging box without ringing your phone. o In addition, you can make your primary phone emit a short ring burst to inform you when the call is being sent to voice messaging by using the Ring Reminder. o This is important when you have forgotten the service is turned on and you are at your phone waiting to receive calls. Call Forwarding Always o Call Forwarding Always allows you to forward all your incoming calls to a different phone number or SIP-URI, such as your home office or cell phone. o You can also make your primary phone emit a short ring burst to inform you if you are next to your phone when the call is forwarded by using the Ring Reminder. o This is important when you have forgotten the service is turned on and you are at your primary phone waiting to receive calls. o Note that the address (phone number or SIP-URI) you forward your calls to must be permitted by your outgoing calling plan. You can also set the phone number or SIP-URI to forward to using the voice portal or on the phone using the feature access code. Remote Office o Remote Office allows you to use your home phone, your cell phone or even a hotel phone as your business phone. o By using the CommPilot Call Manager, you can make phone calls from this remote phone and have them billed to your business. o This service also directs all calls coming to your business phone to ring the remote office phone. To activate these functions, click the text link (service abbreviation) to access the service configuration page.!warning! o Your phone will not ring while any of these services are activated. o As stated previously, these Profiles will over-ride any individual feature settings that currently activated. Digital Voice Call Manager Quick Reference Guide 5/17/12 6

7 Accessing and Creating Phone Lists At the bottom of the Call Manager there is an Admin Function Area that contains 6 options. Each of these options provides access to various lists of phone numbers that help making calling easier. Each one is explained below. The Attendant Feature This feature when selected reveals the phone numbers that are available within your current location. Simply click on the person s name in the list to dial their telephone. If your organization has a lot of employees, you may want to consider using the filter function. Click on the drop-down arrow to select a filter option. This will sort the list of names for you so that you can be more efficient in your search. NOTE: This feature is configured by the group administrator. The Enterprise Feature This feature when selected reveals the phone numbers that are available within all of your company s locations. Simply click on the person s name to dial their telephone. If your organization has a lot of employees, you may want to consider using the filter function. Click on the drop-down arrow to select a filter option. This will sort the list of names for you so that you can be more efficient in your search. Because this list can be modified only by your administrator, it is wise to click on Refresh as often as you can. NOTE: This feature is configured by the group administrator. Digital Voice Call Manager Quick Reference Guide 5/17/12 7

8 The Personal Feature This feature when selected reveals frequently called numbers (i.e., a friend or family member) that you have uploaded. Simply click on the person s name to dial their telephone. These phone numbers are uploaded through the digital voice portal using the import feature. To add phone numbers to your Personal phone list: Importing Your Personal Phone List 1. In the Voice Portal, click on Outgoing Calls. 2. Click on Personal Phone List. 3. In the Personal Phone List Import dialog box, it will prompt you for your personal phone list file. At this time you need to create a.csv file. 4. Minimize the Voice Portal application. 5. Select START, the PROGRAMS, the ACCESSORIES, and then WORDPAD.!HELPFUL HINTS! o If you do not have access to WordPad, there are other applications (NotePad, MS-Outlook, MS-Word, MS- Excel) that can help you export your contact information into a.csv file. 6. Using WordPad, create your personal phone list. Some things to consider: o The first line of the import file must define two columns: Name and Number. If these column headers are not present, the file cannot be imported. o Each line following the column headers should include the name and number of a contact, each value enclosed in quotation marks, and separated by a comma. o To the right is a sample of the format required for the import file. o Imported files must use a comma-delimited format (.CSV extension) containing the name and number of each contact. Digital Voice Call Manager Quick Reference Guide 5/17/12 8

9 7. Maximize the Voice Portal. In the Personal Phone List Import dialog box, it will prompt you for your personal phone list file. 8. Click on Browse and select the.csv file that contains the personal phone numbers. 9. Click on Apply, and then OK. 10. Toggle back to the Call Manager, and with the Personal Feature highlighted, click on Refresh. Your personal phone numbers will appear. The Call History Feature This feature when selected reveals phone numbers that you recently called. There are 3 options: Missed Calls, Received Calls, and Dialed Calls. Click any of these buttons to retrieve the list of appropriate phone numbers. To dial one of these numbers, click the person s name to dial their telephone. The Outlook Feature This feature when selected reveals all of the contact information available from your Microsoft Outlook account. Upon initial use of the Outlook function list, click Load in the warning dialog box. This will begin the process of downloading your MS-Outlook contacts into the Voice Portal.!WARNING! o Contact your IT department to ensure that you have administrative rights to download files to your hard drive. Digital Voice Call Manager Quick Reference Guide 5/17/12 9

10 After your contacts are downloaded, they will appear in list form. A search function is available if you have a lengthy directory of people that exist in different folders. To search through your Outlook contacts: 1. Using the drop-down menu, select the Outlook Folder you want to search. 2. Enter your search criteria in the text box. 3. Click the SEARCH icon (the blue hourglass). Up to 25 contacts will display. To reduce further, search again with more specific criteria, or use the paging buttons to view additional search results.!helpful HINTS! Once imported into Call Manager, your contacts are not synced with MS-Outlook. In order to keep both lists identical, the upload procedure will occasionally need to be repeated. The Options Feature This feature when selected reveals some additional options that can be very useful. Each is described below: o One-Click Dialing. If this feature is enabled, all it takes is a single click (instead of two) to initiate an outgoing call. o Web Screen Pop. If this feature is enabled, a specified web page (such as the front end of a customer database) will display for both incoming and outgoing calls. o Journal Entry. If this feature is enabled, Microsoft Journal will immediately open a new entry page so that you can take notes. This can be enabled for both incoming and outgoing calls. NOTE: You must have Microsoft Journal on your PC in order for this function to work properly. o Prompt to Load Outlook Contacts. If this feature is enabled, you will be prompted upon clicking on the Outlook feature to load your contacts. If you have already downloaded your contacts, or are not interested in this feature, you should remove the checkmark. Also be sure to specify the default location for where your Outlook Contacts will reside. Digital Voice Call Manager Quick Reference Guide 5/17/12 10