Transcript AVA00627H00_EN - Avaya IP Office User Guides, IP Office

Course Overview
Welcome to AVA00627H00
IP Office R3.0
Phone Manager and SoftConsole User Training
AVA00627H00
IP Office R3.0 Phone Manager
and SoftConsole User Training
Course Introduction
Welcome to the IP Office R3.0
Phone Manager and SoftConsole
End-User Training course!
AVA00627H00
IP Office R3.0 Phone Manager
and SoftConsole User Training
Course Objectives
Upon completion of this
course, you should be able to:
• Understand the differences
between using Phone
Manager and using a voice
terminal.
• Explain the differences
between Phone Manager Pro
and Phone Manager
PC SoftPhone.
• Recognize and access the
key features and screens of
the Phone Manager
application.
AVA00627H00
IP Office R3.0 Phone Manager
and SoftConsole User Training
Course Objectives (cont.)
• Explain how to handle calls
using Phone Manager.
• Use Phone Manager to
access other system
resources.
• Access Phone Manager and
SoftConsole reference
documentation.
• Configure the Phone Manager
user interface in accordance
with business needs and
personal preferences.
AVA00627H00
IP Office R3.0 Phone Manager
and SoftConsole User Training
Course Objectives (cont.)
• Understand the differences in
application layout and
functionality between
SoftConsole and Phone
Manager.
• Monitor and manage incoming
and outgoing call traffic using
SoftConsole.
AVA00627H00
IP Office R3.0 Phone Manager
and SoftConsole User Training
Course Lessons
This course consists of the following lessons:
• Lesson One: Phone Manager Overview
Course Lessons
• Lesson Two: Configuring Phone
Manager
• Lesson Three: Phone Manager
Screens
• Lesson Four: Phone Manager Features
• Lesson Five: Setting Up Phone
Manager for Business Needs
• Lesson Six: Setting Up Personal
Preferences in Phone Manager
• Lesson Seven: Phone Manager Resources
• Lesson Eight: SoftConsole Overview
• Lesson Nine: SoftConsole Differences
• Lesson Ten: SoftConsole Interface
• Lesson Eleven: Using SoftConsole
AVA00627H00
IP Office R3.0 Phone Manager
and SoftConsole User Training
Lesson One Introduction
Upon completion of this lesson,
you should be able to:
Lesson
• Explain the difference
between using Phone
Manager and using a
voice terminal.
• Explain the differences
between Phone Manager
Pro and Phone Manager
PC SoftPhone (VoIP).
AVA00627H00
IP Office R3.0 Phone Manager
and SoftConsole User Training
Phone Manager Overview
• Enhanced call handling
Lesson
• Communicate using handset
or your PC terminal
• Call information is displayed
on your PC screen
AVA00627H00
IP Office R3.0 Phone Manager
and SoftConsole User Training
Phone Manager Uses
• Manage individual calls
• View the status of speed dials
• Use the telephone or a
hands-free set
• Manage all calls through
the PC
AVA00627H00
IP Office R3.0 Phone Manager
and SoftConsole User Training
Phone Manager Benefits
• View incoming calls
• View outgoing calls
• View missed calls
• View messages
AVA00627H00
IP Office R3.0 Phone Manager
and SoftConsole User Training
Types of Phone Manager Applications
• Phone Manager Lite
• Phone Manager Pro
• Phone Manager PC
SoftPhone
AVA00627H00
IP Office R3.0 Phone Manager
and SoftConsole User Training
Phone Manager Lite
Phone Manager Lite:
• Comes with the Avaya ™ IP
Office system.
• Does not require a license key.
Users can:
• Make and receive calls
through the application.
• Configure phone preferences.
• View call history on calls,
messages, and personal
Speed Dials in a single pane.
• Store up to 15 personal
speed dials.
• Activate Busy Lamp Fields, to
view indications of network
extensions' status.
• Set up and join conference
calls.
• Park calls for others to
answer.
AVA00627H00
IP Office R3.0 Phone Manager
and SoftConsole User Training
Phone Manager Pro
Has all the features of
Phone Manager Lite plus:
• Preview dialing
• Screen-pop integration
• Voicemail controls
• Account code use
• Call recording
• Conference
• Local phone directory
• Separate Call History logs
AVA00627H00
IP Office R3.0 Phone Manager
and SoftConsole User Training
Phone Manager PC SoftPhone (VoIP)
Phone Manager PC SoftPhone:
• Has all the features of Phone
Manager Pro
• Allows users to handle calls
directly from their PC without
the need for a physical
telephone handset
• Requires a license key and two
licenses on the PBX:
– Phone Manager Pro
– Phone Manager IP Audio
Enabled (users)
AVA00627H00
IP Office R3.0 Phone Manager
and SoftConsole User Training
Phone Manager PC SoftPhone (VoIP)
Agent Mode:
• Is a feature of Phone Manager
PC SoftPhone and Phone
Manager Pro
• Allows users to simulate call
center agent operation
AVA00627H00
IP Office R3.0 Phone Manager
and SoftConsole User Training
Checkpoint
Test your knowledge with the following.
Phone Manager Lite has the capability to integrate with
contact management applications.
A. True
B. False
AVA00627H00
IP Office R3.0 Phone Manager
and SoftConsole User Training
Checkpoint
Test your knowledge with the following.
Why is Phone Manager PC SoftPhone ideal for call centers with
remote agents?
A. It allows agents to conduct conversations using a
computer sound card and a microphone.
B. It is the only Phone Manager application that provides
agent mode functionality.
AVA00627H00
IP Office R3.0 Phone Manager
and SoftConsole User Training
Checkpoint
Test your knowledge with the following.
The Phone Manager Pro application provides users with which of
the following options?
A. Access to the Missed, All, Messages, and Speed
Dials tabs on the Call History pane.
B. Screen-pop integration to contact management applications.
C. Voicemail playback controls.
D. Busy Lamp Field for visual indication of
extension status in a small community
networking environment.
AVA00627H00
IP Office R3.0 Phone Manager
and SoftConsole User Training
Lesson One Summary
You have completed Lesson One!
As you move on to other lessons,
please keep in mind the following points:
Lesson
• Manager is comprised of Phone
Manager Lite, Phone Manager Pro,
and Phone Manager PC SoftPhone.
• Phone Manager handles telephone
functions for your telephone from
your PC.
• Manager PC SoftPhone (VoIP) allows
users to handle calls exclusively from
their PCs without a telephone terminal.
AVA00627H00
IP Office R3.0 Phone Manager
and SoftConsole User Training
Lesson Two Introduction
Upon completion of this lesson, you
should be able to:
• Explain how to log into the Phone
Manager application.
AVA00627H00
IP Office R3.0 Phone Manager
and SoftConsole User Training
Getting Started with Phone Manager
•
•
•
User Name: This is a case sensitive user name that is either
your extension number or a created user name.
Password: This is your case sensitive user password.
PBX Address: This is the IP Address of the IP Office unit (PBX).
AVA00627H00
IP Office R3.0 Phone Manager
and SoftConsole User Training
Configuration Menu
•
•
•
•
•
•
•
PBX
Directory
Preferences
Language
Default Sizing
Profile
Exit
AVA00627H00
IP Office R3.0 Phone Manager
and SoftConsole User Training
PBX Access
• Phone Manager Lite: Enter
your username, password, and
IP address and click the
OK button.
• Phone Manager PC SoftPhone:
Enter your username, password,
and IP address and click the OK
button, then click
Configure > Preferences >
Phone Manager and check the
Enable VoIP check box.
• Phone Manager Pro: Enter your username, password, and
IP address and click the OK button. To send your calls to a
different base extension, click Login click the Login/Logout
check box and enter the extension in the Base Extension
drop down box.
AVA00627H00
IP Office R3.0 Phone Manager
and SoftConsole User Training
Unsuccessful Login Attempt
On the login screen, check
that you have entered the
correct:
• Extension number
• User Name
• Password
• IP Address
AVA00627H00
IP Office R3.0 Phone Manager
and SoftConsole User Training
Checkpoint
Test your knowledge with the following.
Select all that apply. Which of the following are needed to log in
to Phone Manager Pro? To Phone Manager PC SoftPhone?
To Phone Manager Lite?
A.
B.
C.
D.
User Name
IP Address
License
Password
AVA00627H00
IP Office R3.0 Phone Manager
and SoftConsole User Training
Checkpoint
Test your knowledge with the following.
If your login is unsuccessful, which of the following should you
access to determine if you entered the correct information?
A.
B.
C.
D.
Configure > Directory
Configure > User
Configure > Preferences
Configure > PBX
AVA00627H00
IP Office R3.0 Phone Manager
and SoftConsole User Training
Checkpoint
Test your knowledge with the following.
To log into the Phone Manager application, you must click
Configure > PBX and enter in your User Name and Password.
A.
B.
True
False
AVA00627H00
IP Office R3.0 Phone Manager
and SoftConsole User Training
Lab Exercise
Logging In Activity
Log in to:
• Phone Manager Lite
• Phone Manager Pro
• Phone Manager PC
SoftPhone
AVA00627H00
IP Office R3.0 Phone Manager
and SoftConsole User Training
Lesson Two Summary
You have completed Lesson Two!
As you move on to new lessons,
please keep in mind the following
point:
Lesson
To log into the Phone
Manager application, you must:
1. Click Configure > PBX.
2. Enter your User Name
and Password.
AVA00627H00
IP Office R3.0 Phone Manager
and SoftConsole User Training
Lesson Three Introduction
Upon successful completion of this
lesson, you should be able to:
Lesson
– Explain the differences
between the Call Status, Call
History, and Call Park
sections of Phone Manager.
– Define the different tabs of the
Call History pane of Phone
Manager.
– Recognize and access the
key features and screens of
the Phone Manager
application.
AVA00627H00
IP Office R3.0 Phone Manager
and SoftConsole User Training
Phone Manager Interface
The Phone Manager interface is comprised of four areas:
•
•
•
•
Call Status pane
Call History pane
Call Handling Icons
Call Park area
AVA00627H00
IP Office R3.0 Phone Manager
and SoftConsole User Training
Phone Manager Interface (cont.)
Call Handling Icons
Call Status pane
Call History pane
Call Park area
AVA00627H00
IP Office R3.0 Phone Manager
and SoftConsole User Training
Call Handling Icons
Call Handling icons:
– IP Office Conferencing Center icons
– Transfer a Call
– Answer a Call
– Set Ringback when Free
– Place a Call on Hold
– Add a Call to a Conference
– Hangup a Call
– Complete a Transfer
– Configure Preferences
AVA00627H00
IP Office R3.0 Phone Manager
and SoftConsole User Training
Call Status Pane
• Current state of incoming and outgoing active calls
• Call Status fields:
– Number
– From
– To
– Tag
AVA00627H00
IP Office R3.0 Phone Manager
and SoftConsole User Training
Call Status Icons
• Quick reference to call status
• Use the Call Status pane
AVA00627H00
IP Office R3.0 Phone Manager
and SoftConsole User Training
Lab Exercise
Placing and Receiving Calls Exercise
Make at least five calls:
• Leave a message
• Hang up without leaving a message
• Three additional calls
AVA00627H00
IP Office R3.0 Phone Manager
and SoftConsole User Training
Call History Pane
The Call History pane on Phone
Manager Lite provides
information about:
• Missed, incoming, and
outgoing calls
• Voicemail
• Speed dials
• Conferences
AVA00627H00
IP Office R3.0 Phone Manager
and SoftConsole User Training
Call History Pane (cont.)
Call History pane fields:
• In
• Out
• Missed
• All
• Status
• Messages
• Queue
• Door
• Script
• Account Codes
• Speed Dials
AVA00627H00
IP Office R3.0 Phone Manager
and SoftConsole User Training
Guided Activity
Dig the Data Guided Activity
AVA00627H00
IP Office R3.0 Phone Manager
and SoftConsole User Training
Call Park Pane
• Place up to four calls on hold
• Other users can answer the call
• Park button for each Park ID
AVA00627H00
IP Office R3.0 Phone Manager
and SoftConsole User Training
Checkpoint
Test your knowledge with the following.
Which area of the Phone Manager interface allows you
to book an IP Office Conferencing Center conference?
A.
B.
C.
D.
Call Handling icons
Call Status pane
Call History pane
Call Park buttons
AVA00627H00
IP Office R3.0 Phone Manager
and SoftConsole User Training
Checkpoint
Test your knowledge with the following.
From the Call History pane, you can view information
about which of the following options:
A. Missed calls
B. Conferences
C. Preferences
D. Voicemail
AVA00627H00
IP Office R3.0 Phone Manager
and SoftConsole User Training
Lesson Three Summary
You have completed Lesson
Three! As you move on to new
lessons, please keep in mind the
following point:
The Phone Manager
application can be divided into
four panes:
• Call Status pane
• Call History pane
• Call Handling icons pane
• Call Park pane
AVA00627H00
IP Office R3.0 Phone Manager
and SoftConsole User Training
Lesson Four Introduction
Upon completion of this
lesson, you should be able to:
• Explain how to handle calls
using Phone Manager.
AVA00627H00
IP Office R3.0 Phone Manager
and SoftConsole User Training
Placing a Call
• To place a call:
– Click the Phone
Manager Call button
and type the number
– Press F1
– Click a Speed Dial OR
– Right-click a call from
the Call History pane
• What happens when
I place a call?
AVA00627H00
IP Office R3.0 Phone Manager
and SoftConsole User Training
Placing a Call with an Account Code
Account codes are used to track calls to
specified groups.
To place a call using an Account Code:
1. Click Functions > Account Code.
2. Type the number in the
Number field.
3. Select the Account Code.
4. Click Call.
AVA00627H00
IP Office R3.0 Phone Manager
and SoftConsole User Training
Lab Exercise
Place a Call Using an
Account Code Exercise
AVA00627H00
IP Office R3.0 Phone Manager
and SoftConsole User Training
Receiving a Call
• Calls appear in the Call
Status pane.
• Calls move to Call
History after you hang
up.
AVA00627H00
IP Office R3.0 Phone Manager
and SoftConsole User Training
Transferring a Call
To Transfer a call in Phone Manager:
1.
2.
3.
4.
While a call is in progress, click Transfer or press F2.
Enter the transfer number into the Number box.
Select Transfer or press Enter.
Once the call has been
answered you can talk with the
transfer target. To transfer the
call:
– Press Home,
– Replace the handset, OR
– Click Complete
Transfer.
5. To cancel the transfer and
reconnect the held call, press
End.
AVA00627H00
IP Office R3.0 Phone Manager
and SoftConsole User Training
Parking a Call
• Call Park is used to
temporarily “park” calls (place
calls on hold).
• Any user may answer the
parked call.
AVA00627H00
IP Office R3.0 Phone Manager
and SoftConsole User Training
Lab Exercise
Parking Calls Exercise
Park a call two or more ways.
AVA00627H00
IP Office R3.0 Phone Manager
and SoftConsole User Training
Conference Calls
To create a conference call:
Callers on hold
1. Make an outgoing call or
answer an incoming call.
2. Place the call on hold.
3. Place a call to a third
party or answer another
Incoming call.
4. Place the current caller
on hold.
5. Repeat steps 3 and 4
until all members that
are to join the
conference are on hold.
6. Click the Conference
button or click
Functions > Conference.
The Conference tab will
appear in the Call
History pane.
User who created conference
Callers moved to conference
AVA00627H00
IP Office R3.0 Phone Manager
and SoftConsole User Training
Lab Exercise
Setting Up a Conference
Call Exercise
.
AVA00627H00
IP Office R3.0 Phone Manager
and SoftConsole User Training
Checkpoint
Test your knowledge with the following.
Select all that apply. To transfer a call, click Transfer or press F3,
enter the number, and click Transfer or press F2 again, placing the
call on hold while you announce the call to the transfer target. To
complete the transfer, you can:
A. Press Enter
B. Replace the handset
C. Click Complete Transfer
D. Press Home
AVA00627H00
IP Office R3.0 Phone Manager
and SoftConsole User Training
Checkpoint
Test your knowledge with the following.
Account Codes is an option on the drop-down list for
which of the following buttons?
A. Preferences
B. Functions
C. Configure
D. Call Park
AVA00627H00
IP Office R3.0 Phone Manager
and SoftConsole User Training
Lesson Four Summary
You have completed Lesson Four!
As you move on to new lessons,
please keep in mind the following
points:
• An incoming call appears in the
Call Status pane.
• A completed call appears in the
Call History pane.
• The Functions menu and
the Call Handling Icons
toolbar allow you to handle calls.
AVA00627H00
IP Office R3.0 Phone Manager
and SoftConsole User Training
Lesson Five Introduction
Upon completion of this lesson,
you should be able to:
• Configure Phone Manager for
Busy Lamp Fields.
• Explain how to configure Phone
Manager to allow sending of
instant messages.
• Configure Phone Manager for
business purposes
AVA00627H00
IP Office R3.0 Phone Manager
and SoftConsole User Training
Setting Up Phone Manager for
Business Needs
• Set-up a personalized view
• Set-up Busy Lamp Fields to
view Speed Dial status
AVA00627H00
IP Office R3.0 Phone Manager
and SoftConsole User Training
Busy Lamp Field
Use Busy Lamp Fields on
Speed Dials to:
– Track your department,
colleagues, or the entire
company.
– Quickly determine status
Multiple Busy Lamp Fields
AVA00627H00
IP Office R3.0 Phone Manager
and SoftConsole User Training
Adding and Removing Speed
Dial Users
• Add Speed Dial icons to view Busy Lamp Fields.
• Speed Dial icons may be set up in the Speed Dials pane.
AVA00627H00
IP Office R3.0 Phone Manager
and SoftConsole User Training
Lab Exercise
Using Speed Dials Exercise
AVA00627H00
IP Office R3.0 Phone Manager
and SoftConsole User Training
MS LIVE Communications
Server (LCS)
• Instant messages may be
sent with Microsoft ® LIVE
Communications Server
(LCS).
• With messaging configured,
Speed Dials may be used to
send instant messages. Both
users must have instant
messaging enabled.
AVA00627H00
IP Office R3.0 Phone Manager
and SoftConsole User Training
Personal Distribution Lists (PDLs)
Phone Manager Pro and Phone
Manager PC SoftPhone allow you
to create lists of extensions so you
can distribute messages to groups.
To create a PDL:
1. Select Configure > Preferences.
2. Select the Voicemail tab.
3. Click the Configure Personal
Distribution List button.
4. Select a name (usually yours) in
the Select required mailbox
drop-down box.
5. Enter the List ID and the List
Name.
6. Right-click in the right-hand
pane, click Add and select
members from the list.
7. Click Public List if desired.
8. Click Create.
AVA00627H00
IP Office R3.0 Phone Manager
and SoftConsole User Training
Lab Exercise
Setting Up Personal
Distribution Lists Exercise
AVA00627H00
IP Office R3.0 Phone Manager
and SoftConsole User Training
Checkpoint
Test your knowledge with the following.
Which status that can be indicated by Phone Manager
Pro's Busy Lamp Fields on Speed Dial icons is NOT
available using phone lights on traditional systems?
A.
B.
C.
D.
Busy
Available
Hold
Call Forwarding
AVA00627H00
IP Office R3.0 Phone Manager
and SoftConsole User Training
Checkpoint
Test your knowledge with the following.
Microsoft® LIVE Communications Server (LCS) installation is
required to enable users to send instant messages to internal
contacts.
A. True
B. False
AVA00627H00
IP Office R3.0 Phone Manager
and SoftConsole User Training
Lesson Five Summary
You have completed Lesson Five!
As you move on to new lessons,
please keep in mind the following points:
• You can view the status of other
users by looking at their Speed Dial
icons. This is also known as Busy
Lamp Field status.
• You can use instant messaging if
Microsoft LIVE Communications
Server is installed and you have
instant messaging enabled on the
Instant Messaging tab of
Configure > Preferences menu.
AVA00627H00
IP Office R3.0 Phone Manager
and SoftConsole User Training
Lesson Six Introduction
Upon completion of this
lesson, you should be able to:
• Configure your user
preferences in accordance
with personal preferences.
AVA00627H00
IP Office R3.0 Phone Manager
and SoftConsole User Training
Configuring Personal Settings
In this lesson, you will learn how to:
• Take calls from another extension.
• Forward calls to another extension.
• Set Do Not Disturb and
Do Not Disturb Exception numbers.
• Transfer calls back to a forwarded
extension.
• Turn Voicemail on and off.
• Turn Call Waiting on and off.
• Set Voicemail Ringback on and off.
• Set up Off Hook Operation.
AVA00627H00
IP Office R3.0 Phone Manager
and SoftConsole User Training
Take Calls from Another Extension
• Pass calls to internal or
external numbers.
• The forwarding number
appears in the Title bar.
• Cancel calls from another
extension.
AVA00627H00
IP Office R3.0 Phone Manager
and SoftConsole User Training
Forward Calls to Another Extension
• Forwarding calls allows
selection of call handling:
– When your phone is busy
– When there is no answer
– When the calls are hunt
group calls
– Forward all calls
AVA00627H00
IP Office R3.0 Phone Manager
and SoftConsole User Training
Lab Exercise
Forward Calls to Another
Extension Exercise
AVA00627H00
IP Office R3.0 Phone Manager
and SoftConsole User Training
Do Not Disturb
• Use Do Not Disturb when
you need to work
undisturbed.
• Use Do Not Disturb
Exception to allow an
important call to be
answered.
AVA00627H00
IP Office R3.0 Phone Manager
and SoftConsole User Training
Do Not Disturb Exception Number
• If you want to add a Do Not
Disturb Exception number,
you can add that in the DND
Exception Number box on
the Do Not Disturb tab.
• What if I know that they are
going to be calling from a
general number, but not the
exact extension?
AVA00627H00
IP Office R3.0 Phone Manager
and SoftConsole User Training
Lab Exercise
Do Not Disturb
Exception Exercise
AVA00627H00
IP Office R3.0 Phone Manager
and SoftConsole User Training
Transfer Back to
Forwarded Extension
• Do Not Disturb
Exception may also be
used when you need to
speak with a caller
before the call is
forwarded.
AVA00627H00
IP Office R3.0 Phone Manager
and SoftConsole User Training
Call Waiting On/Off
• Use Call Waiting to receive
call notifications while on a
call.
• The Call Status pane shows
the Call Waiting call
information.
AVA00627H00
IP Office R3.0 Phone Manager
and SoftConsole User Training
Voicemail
• Voicemail may be turned on or
off.
• When Voicemail is on, callers
may leave a message when
your extension is busy or the
call is not answered.
AVA00627H00
IP Office R3.0 Phone Manager
and SoftConsole User Training
Lab Exercise
Voicemail Exercise
AVA00627H00
IP Office R3.0 Phone Manager
and SoftConsole User Training
Off Hook Operation
• All calls may be handled
through Phone Manager Pro.
• Calls functions such as
answering and transferring
may be performed using the
Off Hook state.
AVA00627H00
IP Office R3.0 Phone Manager
and SoftConsole User Training
Displaying Call History Tabs
• The following options appear
on the Phone Manager tab:
–
–
–
–
–
Show All
Show In
Show Out
Show Missed
Show Messages
AVA00627H00
IP Office R3.0 Phone Manager
and SoftConsole User Training
Lab Exercise
Call History Tabs Exercise
AVA00627H00
IP Office R3.0 Phone Manager
and SoftConsole User Training
Checkpoint
Test your knowledge with the following.
If your status is set to Do Not Disturb, you can add an
exception, which allows you to receive calls from a phone
number, area code, or prefix that you specify.
A. True
B. False
AVA00627H00
IP Office R3.0 Phone Manager
and SoftConsole User Training
Checkpoint
Test your knowledge with the following.
The Call Waiting and Off Hook Operation options are
located on which tab under Configuration?
A. Telephone
B. Phone Manager
C. Forwarding
D. Do Not Disturb
AVA00627H00
IP Office R3.0 Phone Manager
and SoftConsole User Training
Lesson Six Summary
You have completed Lesson Six!
As you move on to new lessons,
please keep in mind the following points:
Personal preferences that can be set up
through the Configure > Preferences
menu include:
•
•
•
•
•
Taking Calls from Another Extension
Call Forwarding
Do Not Disturb
Do Not Disturb Exception
Transfer Calls to Forwarded
Extension
• Voicemail
• Voicemail Ringback
• Call Waiting
AVA00627H00
IP Office R3.0 Phone Manager
and SoftConsole User Training
Lesson Seven Introduction
Upon completion of this lesson,
you should be able to:
• Use Phone Manager to access
other system resources.
AVA00627H00
IP Office R3.0 Phone Manager
and SoftConsole User Training
Help File
Should you need assistance on the Phone Manager application, click
on the Help Menu button. From this menu, you can select one of the
following options:
•
•
•
•
•
Contents
Search for Help on
About
Product Tour
Video Tutorials
AVA00627H00
IP Office R3.0 Phone Manager
and SoftConsole User Training
Product Tour
The Product Tour allows you to
move your cursor over the Phone
Manager interface to learn about
the function of each area.
AVA00627H00
IP Office R3.0 Phone Manager
and SoftConsole User Training
Video Tutorials
Video Tutorials can be accessed
from the Help menu and provide
demonstrations on the most
common features used in the
Phone Manager application.
AVA00627H00
IP Office R3.0 Phone Manager
and SoftConsole User Training
Checkpoint
Test your knowledge with the following.
Where would you find out how to transfer calls?
AVA00627H00
IP Office R3.0 Phone Manager
and SoftConsole User Training
Lesson Seven Summary
You have completed Lesson Seven!
As you move on to new lessons,
please keep in mind the following points:
• Phone Manager resources can
be accessed from the
Help menu.
• Resources available from the
Help menu include:
– Contents
– Search for Help on
– About
– Product Tour
– Video Tutorials
AVA00627H00
IP Office R3.0 Phone Manager
and SoftConsole User Training
Lesson Eight Introduction
Upon completion of this lesson,
you should be able to:
• Access appropriate reference
documents from:
– Avaya websites
– Resource Library
AVA00627H00
IP Office R3.0 Phone Manager
and SoftConsole User Training
Web Site Resources
Additional information for Phone
Manager can be accessed from
the following Web sites:
• Avaya Support Web site
– http://support.avaya.com
• Avaya Research | Products
– http://www.avaya.com
AVA00627H00
IP Office R3.0 Phone Manager
and SoftConsole User Training
Job Aid Resources
• Phone Manager Comparison
Chart - Compares features of
Phone Manager Lite, Phone
Manager Pro, and Phone
Manager PC SoftPhone
• Application Comparison Chart
- Compares Phone Manager
Pro, Phone Manager PC
SoftPhone, and SoftConsole.
AVA00627H00
IP Office R3.0 Phone Manager
and SoftConsole User Training
Lesson Eight Summary
You have completed Lesson
Eight! As you move on to other
lessons, please keep in mind the
following points:
• Product documentation can be
found at the Avaya Support
Web site.
• General product description
information can be found at the
Avaya Web site.
• Comparisons of products and
applications features are
available in job aids.
AVA00627H00
IP Office R3.0 Phone Manager
and SoftConsole User Training
Lesson Nine Introduction
Upon completion of this lesson, you
should be able to:
• Explain the SoftConsole application.
• Describe the benefits of SoftConsole.
AVA00627H00
IP Office R3.0 Phone Manager
and SoftConsole User Training
SoftConsole Overview
• Provides operators and
receptionists with improved
call handling
• Works in conjunction with a
physical phone
AVA00627H00
IP Office R3.0 Phone Manager
and SoftConsole User Training
SoftConsole Features
SoftConsole provides the following features
to operators and receptionists:
• Large display for incoming
calls information
• Searchable directory of IP Office groups
and users
• Master directory integration
• Visual display of queued calls
• Visual display of extension status
• Sixteen call parking areas
• High-quality audio through
integrated iClarity
• Telephone ring through PC sound card
• Permanent and per call notes
• Email access
AVA00627H00
IP Office R3.0 Phone Manager
and SoftConsole User Training
SoftConsole Benefits
SoftConsole allows users to:
• Pull calling party records so that
incoming calls can be correctly
answered.
• Take notes on incoming calls and
update records about the calling
party for future use.
• Access the company directory to
make updates to directory entries
and access employee
contact information.
AVA00627H00
IP Office R3.0 Phone Manager
and SoftConsole User Training
Checkpoint
Test your knowledge with the following.
Which of the following are features of SoftConsole?
A. Allowing users to handle calls without a
physical phone
B. Enabling a user to pull calling party records so that
incoming calls can be correctly answered
C. Master directory integration
D. Allowing users to take notes on incoming
calls and update records about the calling
party for future use
AVA00627H00
IP Office R3.0 Phone Manager
and SoftConsole User Training
Lesson Nine Summary
You have completed Lesson Nine!
As you move on to new lessons,
please keep in mind the following points:
• SoftConsole is designed specifically
for receptionists and operators.
• SoftConsole provides features
designed to increase efficiency,
including:
– Large display
– Directory integration
– Caller information
– Permanent and per call notes
– Up to 16 call park areas
AVA00627H00
IP Office R3.0 Phone Manager
and SoftConsole User Training
Lesson Ten Introduction
Upon completion of this lesson, you
should be able to:
• Explain the differences between
SoftConsole and Phone Manager Pro.
• Describe the differences in application
layout and functionality between
SoftConsole and Phone Manager
PC SoftPhone.
AVA00627H00
IP Office R3.0 Phone Manager
and SoftConsole User Training
SoftConsole vs. Phone Manager Pro
Phone Manager allows
individual users to manage
their calls.
Phone Manager
SoftConsole allows users to
manage incoming calls for the
organization and see the status of
all individuals in the organization,
not just their individual call status.
SoftConsole
AVA00627H00
IP Office R3.0 Phone Manager
and SoftConsole User Training
SoftConsole vs. Phone Manager
PC SoftPhone
Phone Manager PC SoftPhone:
SoftConsole:
• Allows users to handle all their
calls from their PC without the
need for a physical telephone.
• Is designed for an individual
to manage his or her calls.
• Requires a physical telephone
to use for speech access
• Is designed to allow an
operator or receptionist to
handle a higher volume of
calls and see the status of
other users and hunt groups
AVA00627H00
IP Office R3.0 Phone Manager
and SoftConsole User Training
Lab Exercise
Identify the
Differences Exercise
AVA00627H00
IP Office R3.0 Phone Manager
and SoftConsole User Training
Checkpoint
Test your knowledge with the following.
Which applications require a physical telephone?
A.
B.
C.
Phone Manager PC SoftPhone
SoftConsole
Phone Manager Pro
AVA00627H00
IP Office R3.0 Phone Manager
and SoftConsole User Training
Checkpoint
Test your knowledge with the following.
Which applications allow individuals to manage their own calls?
A.
B.
C.
D.
Phone Manager PC SoftPhone
SoftConsole
Phone Manager Pro
Phone Manager Lite
AVA00627H00
IP Office R3.0 Phone Manager
and SoftConsole User Training
Lesson Ten Summary
You have completed Lesson Ten!
As you move on to new lessons,
please keep in mind the following points:
• SoftConsole allows an operator or
receptionist to handle a high volume
of incoming calls and to view the
status of multiple users in the company.
• SoftConsole requires a physical
telephone for speech access.
• Phone Manager Pro allows a user to
view the user's own individual status and the status of speed
dial users.
• Phone Manager Pro requires a physical telephone for
speech access.
Phone Manager PC SoftPhone allows a user to manage his or her
calls directly through the computer without the need for a
physical telephone.
AVA00627H00
IP Office R3.0 Phone Manager
and SoftConsole User Training
Lesson Eleven Introduction
Upon completion of this lesson,
you should be able to:
• Describe the different panes
of SoftConsole.
AVA00627H00
IP Office R3.0 Phone Manager
and SoftConsole User Training
SoftConsole Interface
The SoftConsole is divided into
seven main areas:
• Menu bar
• Tool bar
• Call Details Panel
• Queue Panel
• Held Calls Panel
• BLF Panel
• Park Slot Panel
AVA00627H00
IP Office R3.0 Phone Manager
and SoftConsole User Training
Main Menu Bar
The SoftConsole main menu provides access to commonly used
commands and actions under the following menus:
•
•
•
•
•
•
File
View
Actions
Directory
Tools
Help
AVA00627H00
IP Office R3.0 Phone Manager
and SoftConsole User Training
Call Status Panel
The Call Status pane consists of
call information and the directory.
Call information that is provided
to the user includes:
• Calling Name.
• Calling Number
• Called Name
• Called Number
• Call Status
• Call Duration
• Notes
AVA00627H00
IP Office R3.0 Phone Manager
and SoftConsole User Training
Call Details
The Call Details pane displays
the current state of a call by
highlighting the border of the
pane in:
• Red.
• Green.
• Blue
• Yellow
• Black
AVA00627H00
IP Office R3.0 Phone Manager
and SoftConsole User Training
Directory Panel
The Directory pane provides the
operator or receptionist with an
easy way to access:
• IP Office users
• IP Office groups
• IP Office directory
• SoftConsole directory
Add users or groups by selecting
a directory number in the
Directory pane and
clicking Show Properties.
AVA00627H00
IP Office R3.0 Phone Manager
and SoftConsole User Training
Queue Panel
From the Queue pane, users are able to
monitor hunt groups that have queuing
enabled through IP Office Manager.
Queue Mode is accessed by clicking on
the Tools > Options menu and selecting
Queue Mode.
Queues can be further modified through
the Color Preferences section.
AVA00627H00
IP Office R3.0 Phone Manager
and SoftConsole User Training
Held Calls Panel
The Held Calls pane provides a view of all calls that have been
placed on hold in SoftConsole.
Within the pane, users are provided with the following fields:
• To
• From
• Held
• Notes
AVA00627H00
IP Office R3.0 Phone Manager
and SoftConsole User Training
Park Slot Panel
The Park Slot pane allows an operator or receptionist to park up to 16
calls on the IP Office system.
To Park a Call:
• While on a call, click a vacant Park Slot at the bottom of the
SoftConsole application to park the call.
– The parked call is highlighted in red in the Call Details
pane and displays information about the call.
To Unpark a Call:
• When a call is parked in a Park Slot, click the relevant Park Slot
button to unpark the call.
AVA00627H00
IP Office R3.0 Phone Manager
and SoftConsole User Training
BLF Panel
The Busy Lamp Field (BLF) pane provides the user with a means of
viewing the status for other users on the IP Office system. In
SoftConsole, tabs are used to group users based on the group that
the user is placed in on the system.
Busy Lamp Field status indicators are available for:
• Unread Voicemail Messages
• User Busy
• Forwarding All
• Do Not Disturb
AVA00627H00
IP Office R3.0 Phone Manager
and SoftConsole User Training
Conferencing
SoftConsole users can manage
conferences using three different
methods.
• Place calls on hold and start
a conference.
• Access SoftConsole conference
rooms.
• View an existing conference and
add users.
To add an active caller, click Show
Conferences in the Directory
pane and select the conference
that you wish to add the user to
and select Actions > Add to
Conference.
AVA00627H00
IP Office R3.0 Phone Manager
and SoftConsole User Training
Lab Exercise
SoftConsole Benefits Exercise
AVA00627H00
IP Office R3.0 Phone Manager
and SoftConsole User Training
Lab Exercise
Customizing SoftConsole
Exercise
AVA00627H00
IP Office R3.0 Phone Manager
and SoftConsole User Training
Checkpoint
Test your knowledge with the following.
Which pane displays the status of individuals by group?
A.
B.
C.
Directory pane
Busy Lamp Field pane
Call Details pane
AVA00627H00
IP Office R3.0 Phone Manager
and SoftConsole User Training
Checkpoint
Test your knowledge with the following.
How many calls can be parked in SoftConsole?
•
•
•
•
4
8
12
16
AVA00627H00
IP Office R3.0 Phone Manager
and SoftConsole User Training
Checkpoint
Test your knowledge with the following.
Name the pane that fits each of the following descriptions:
A.
B.
C.
D.
Allows the operator or receptionist
to place calls on hold
Allows the user to view the status of
other users on the IP Office system
Allows the user to monitor calls to a
hunt group that have not been answered
Displays the current state of a call by
highlighting the border of the pane
AVA00627H00
IP Office R3.0 Phone Manager
and SoftConsole User Training
Lesson Eleven Summary
You have completed Lesson Eleven!
As you move on to new lessons,
please keep in mind the following points:
• The Call Details pane provides
Information on the current call
including the caller name, number,
called party, notes, and the status of
the call.
• The Directory pane provides access
to both SoftConsole and IP Office
directories. The SoftConsole directory
is the personal directory for the logged
on user.
• The BLF pane provides status' of
different users within the IP Office
system. Users are grouped based on
user-defined criteria.
AVA00627H00
IP Office R3.0 Phone Manager
and SoftConsole User Training
Lesson Twelve Introduction
Upon successful completion of this
lesson, you should be able to:
• Handle calls using SoftConsole,
including:
– Answering calls
– Transferring calls
– Placing calls on hold
AVA00627H00
IP Office R3.0 Phone Manager
and SoftConsole User Training
Answering Calls
There are multiple ways to add
incoming calls to SoftConsole.
• Caller information for answered
calls is displayed in green.
• Scripts will display over the
Directory pane.
AVA00627H00
IP Office R3.0 Phone Manager
and SoftConsole User Training
Transferring Calls
• Search for the number the
caller requires.
• Announce the caller before
transferring the call.
• Transfer a call without
answering the call first.
AVA00627H00
IP Office R3.0 Phone Manager
and SoftConsole User Training
Making and Releasing Calls
• There are multiple methods
of making calls in
SoftConsole.
• Calls may be made from a
telephone.
• Calls may be made from
SoftConsole.
AVA00627H00
IP Office R3.0 Phone Manager
and SoftConsole User Training
Typing Comments on a Call
• Call comments may be
made for up to 16
characters.
• Comments may be made by
using Annotate Call or F12.
AVA00627H00
IP Office R3.0 Phone Manager
and SoftConsole User Training
Checkpoint
Test your knowledge with the following.
Select all that apply. To answer calls on SoftConsole:
A.
B.
C.
D.
Press Enter.
Double-click the Call Details pane.
Click Transfer.
Pick up the telephone handset.
AVA00627H00
IP Office R3.0 Phone Manager
and SoftConsole User Training
Lesson Twelve Summary
You have completed Lesson Twelve!
As you move on to new lessons,
please keep in mind the following
points:
• Receptionists and operators can
quickly find users on the system
by typing a name in the Directory
Search field.
• Calls can be transferred through
both unsupervised and
supervised methods.
• Calls can be placed on hold by
selecting Hold or pressing F4.
Calls will then display in the Held
Calls pane.
AVA00627H00
IP Office R3.0 Phone Manager
and SoftConsole User Training
Course Conclusion
You have successfully completed
IP Office Phone Manager and
SoftConsole End-User Training!
AVA00627H00
IP Office R3.0 Phone Manager
and SoftConsole User Training