copyright © blue-wireless pty ltd 2005 softbx windows softphone & operator softphone training...
TRANSCRIPT
Copyright © Blue-Wireless Pty Ltd 2005
SoftBX
Windows™ SoftPhone & Operator SoftPhone
Training for
Installation & Setup/User Guide
Copyright © Blue-Wireless Pty Ltd 2005
SoftBX
entering the location of a server
Server information including location and connection settings are displayed following the first successful login to the server
Enter a name for the server location
Enter either the IP address or the URL (Uniform Resource Locator) for the server location. e.g. blue-wireless.mine
SoftPhones located anywhere can login to individual SoftBX Servers located anywhere
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SoftBX
entering additional server locations
Repeat for each server location
Enter a name for the server location
Enter either the IP address or the URL (Uniform Resource Locator) for the server location. e.g. blue-wireless.mine
Server information including location and connection settings are displayed following the first successful login to the server
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SoftBX
activating a server location
Click activate to select the server to log into
Right mouse click menu
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SoftBX
logging on to a server
Enter password (default password setting is the same as user name)
Enter user name. User name is allocated by the system administrator
Click ‘key’ icon to login
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SoftBX
softphone system settings - IP
Click ‘wheel’ icon to access system settings
Click the system settings – IP tab
Enter the IP address or URL of the H.323 Gatekeeper (only needed if it is not on the same server PC as the SoftBX Call Server)
Features available to this SoftPhone are displayed.
Check to stop this SoftPhone’s extension number from being sent to called parties
Check to activate voice compression for slow data networks (G.726 – 32Kbps) Default is unchecked (G.711 – 64Kbps)
Note: the Server button (which provides access to additional SoftBX Server settings) is only visible when the SoftPhone extension is a Supervisor. Refer to Training slides in TrainingServer.pps for server configuration options
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SoftBX
softphone system settings - audioClick the ‘audio’ tab to access audio settings
Audio devices available are displayed in the drop down boxes
Select the audio device for playback: the selected device will be the telephone speaker.
Select the audio device for mixing: the selected device provides level/volume adjustments.
Select the audio device for ring indication: incoming calls will ring via the the selected device
Select the audio device for recording/microphone input: the selected device will be the telephone microphone.
Check to enable ring indication via the internal PC chassis speaker, in parallel with the audio device ring indication.
Check to enable automatic microphone adjustment for each call
Check to enable silence detection: voice data will not be sent during silence – similar to voice switching
Check to play a wave file as the ring indicator via the PC sound card
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SoftBX
softphone system settings - phone
Check to enable SoftBX window to “Popup” when an incoming call arrives
Select a wave file (using the drop down box or the browse button) to be played when calls are on hold
Select a wave file (using the drop down box or the browse button) to be played as a ring indicator for incoming calls
Select a the ‘optional’ phone device (using the drop down box) – this is used for facsimile or analog connections: default = ‘none’
Check to answer incoming calls automatically
Check to enable automatic redial facility
Check to enable automatic recording of calls
Click the ‘phone’ tab to access SoftPhone settings
If this extension is in a Pickup Group: Check to enable audio beep in speakers/USB handset when a call has released to the group from an unanswered call to a group member. (SIP phones dial “#*” for group pickup or “#NNN” for directed call pickup where NNN is the group member’s extension number)
Check to have SoftBX prompt you to ‘create’ a new phonebook entry when a call is received from a caller that has no existing entry in your phonebook
Check to answer incoming calls using the ‘return’ key
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SoftBX
softphone system settings - email
Enter the user email account password
Set the time period to check for new incoming email
Check to activate SoftBX mail service: SoftPhone will interrogate local email client software (e.g. Outlook, Outlook Express) for new mails which it will indicate via a counter in the VM panel (lower left of SoftPhone window). User must go to separate email application to view emails
Check to always create a Journal entry for all email activity, collecting and sending.
Check to create a Journal entry only if mail is found
Click the ‘email’ tab to access SoftPhone email settings
Enter the user email account address/name – refer to administrator for correct format (e.g. [email protected])
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SoftBX
call in progress
The called or calling number is displayed during ringing or connected call states
Extension number of this SoftPhone
icons indicate user is:
Orange = logged on or forwarded
Blue = in a call
Silver = logged off
Orange with blue dot = released in group (user can double-click on the released extension to ‘pick up’ the call)
Double click extension to call or enter extension or external number in the phone number field using PC keyboard or the dialpad then click green phone button to call.
Dialled or received number appears in first caller position. Next caller will appear in second caller box
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SoftBX
minimise to dialer only
Click window button to minimise to dialer only – click again to enlarge to full window
CLID still can be seenClick and drag to side of window as required
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SoftBX
2 calls in progress
First call answered with click on green phone button. Click green ‘hold’ button to place call on hold – caller will hear ‘please hold’ message
Second call answered. Conference together with own client or select another extension and click transfer to release the call and return to first caller
First or second call can be ‘drag and dropped’ onto another extension using the mouse (‘blind transfer’)
Note: If 2 external callers are conferenced then 2 external lines are busy for the duration of the call
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SoftBX
right mouse click options (supervisor only)
Delete Extension.
Forwarding option enables display or editing of call forward settings: forward targets, ring delay settings, voice mail email attachment settings, forwarding call types, active days and times and activation when logged on or logged off
Properties option displays and enables editing of basic settings and Incoming and outgoing settings.
Log the extension offReset Password enables the supervisor to reset the users password to default value
Note: The Right Mouse Menu options for an extension can only be set by either a Supervisor (refer this slide) or the logged in user of that extension (refer next slide). No other user can set or change another user’s extension options unless enabled to do so by Supervisor settings
Copy this extension to another level in the status display
Click to send call back request instant message (IM)
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SoftBX
right mouse click options (non-supervisor)
Toggle to enable one connection/line or two connections/lines for this extension
Note: The Right Mouse Menu options for an extension can only be set by either a Supervisor (refer this slide) or the logged in user of that extension (refer next slide). No other user can set or change another user’s extension options unless enabled to do so by Supervisor settings
Forwarding option enables display or editing of call forward settings: forward targets, ring delay settings, voice mail email attachment settings, forwarding call types, active days and times and activation when logged on or logged off.
(This option will only be visible if this SoftPhone has been authorised to change its own forwarding options and has selected/highlighted its own extension, or it has been authorised to change the forwarding options of another extension which it has selected/highlighted)
User Name – for Information only
Copyright © Blue-Wireless Pty Ltd 2005
SoftBX
voice mail settings
Total calls received
Blue arrow - voice mail panel is open. Orange arrow – voice mail panel is closed – click on arrow to toggle between open & closed
Playback volume
voice mail on/off
Play/Listen to incoming messages
Left Mouse Click to record a user outgoing message/announcement
Right Mouse Click to play default outgoing message/announcement
Caller ID: displayed when retrieving and playing message
Stop message playback
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SoftBX
Enter notes relevant to this contact
Set individual ring indicator if required
Phonebook stores contact details for retrieval and click-to-dial calling
Future option
Record VM (voice messages) save and retrieve messages for this contact
setting up new phonebook entry
Enter phone numbers
Enter Contact details
Click the ‘notes’ button To display the notes panel shown on the right
Select by browsing documents to associate with this contact. Right click to set ‘open automatically’ for CRM ‘window pop’
Record – Stop – Play – Browse - Delete
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SoftBX
instant message-received
Incoming email & messages counter. Go to separate email application to view emails
IM (Instant Messaging) can to be sent and received between SoftPhones.
Double click mail to open mail viewer
Click the ‘mails’ tab
Voice mail counter
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SoftBX
Click send
Select one or more user entries to receive message – enter subject, then type a message
Right click extension, click send message – this option is only available on SoftPhone clients
Click high, normal, low, to set priority
instant message-sending
Alternatively, simply request a user to call back by clicking ‘request call back’ to send an IM (instant message)
Copyright © Blue-Wireless Pty Ltd 2005
SoftBX
setting absence rules/call forwards
SoftBX provides call forwarding when the user is absent. Multiple forwarding rules can be configured and activated as required.
Click the ‘absence’ tab to view rules
Click ‘delete’ to delete the absence ruleClick the ‘activate rule if logoff’ to set the rule active only if the user is logged off
Click the ‘activate rule if logon’ to set the rule active only if the user is logged on
absence rule name – information only
Click ‘properties’ to view or edit absence rule (refer next slide)
Right mouse click the ‘absence’ rule to display menu options
Copyright © Blue-Wireless Pty Ltd 2005
SoftBX
Set forwarding numbers: for external numbers omit the ‘0’ to dial out of SoftBX and omit the leading ‘0’ in STD Area codes
Set number of rings before next forward Name for Forwarding Rule
forwarding target settings
Set priority or order for each forward
Click to turn voice mail on or off as last choice after all forwards – crossed = off
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SoftBX
forwarding to voice mail settings
(Future Option – scheduled for implementation next major release): Select a wave file as a sign off message
Activation rule: select the type of call, apply to and exception rules.
Select the wave file to provide an announcement to the caller. This announcement is recorded using the SoftPhone voice mail panel
Activation rule: busy or alwaysRemote message retrieval (only possible if extension is logged off and calling from a DTMF phone): call own number from remote telephone, as the announcement is playing enter the PIN code and press ‘#’, if the PIN is correct a message ‘PIN code OK’ will be heard (if not, nothing will be heard), press ‘#’ again to play messages.
First and second email addresses for notification:
1. first email address enables forwarding of the voice mail (VM) as a wave file attachment.
2. second email address enables notification only
3. PIN code (1 to 5 digits) to be used for remote access to VM
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SoftBX
Press ‘Save’ to save and exit
forwarding rules settings
Set a date/time range for forwarding to be active
Activation rule: Check to activate this forward when this extension is logged on
Activation rule: Check to activate this forward when this extension is logged off
Set call forwarding schedule for days of the week and special days
Copyright © Blue-Wireless Pty Ltd 2005
SoftBX
managing journal entriesRight mouse click an entry to select an option
Click ‘print’ to print the entry
Click ‘delete’ to delete the entry
Click ‘filter’ to use the filter facility to search for entries.
Click ‘call request’ to copy the dialled number from the entry to the ‘phone number’ field in the SoftPhone – then click green phone button to call
Click ‘copy to call-list’ to copy the dialled number from the journal entry into the call schedule facility.
Click
‘save as text file’,
- to copy the journal entry details to a text file for external processing
Copyright © Blue-Wireless Pty Ltd 2005
SoftBX
setting journal entry filter
Click the tab corresponding to the type of search required:
-serial number of the record
-date
-time
-charging information
-duration (of the call)
-partner (called number)
-provider (telco carrier)
-state (call state)
Journal entry filter provides facilities to search the list of journal entries by specific details
Check to save the filter criteria for later use
Enter search criteria in the
-from
-to
-or the ‘quick search by phone number’ fields & click ‘ok’
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SoftBX
call scheduler
Enter any relevant comments
Enter details of person or company to be called
Enables a user to set reminders for calls they need to be make
Phone book entries appear here as contacts – use drop down box to select then click ‘save’
Set Date and Time for reminder
Copyright © Blue-Wireless Pty Ltd 2005
SoftBX
setting call schedule filter
Enter search criteria in the
-from
-to
-or the ‘quick search by phone number’ fields & click ‘ok’
Call schedule filter provides facilities to search the list of calls that are scheduled
Click the tab corresponding to the type of search required:
-phone number
-name, first name
-company
-date
-time
-comment
Check to save the filter criteria for later use
Copyright © Blue-Wireless Pty Ltd 2005
SoftBX
call schedule reminder Call schedule reminder will popup at the nominated time for the call
Click when to respond
If this option is selected then:
Set new date and time for reminder here & click ‘ok’
‘if extension is free’: This option will only be available if the called extension is a ‘SoftPhone’ on the same SoftBX server. For all other types of extensions and for outside calls it is disabled
Copyright © Blue-Wireless Pty Ltd 2005
SoftBX
automatic redial
This window opens when call is made to a busy extension or if a call is terminated with no answer.
Click ‘automatic redial’ to set feature
If the other party is a SoftPhone on the same server the option ‘if extension is free’ can be enabled. Once the other party is free a window ‘Number is now free’ appears and the originator’s SoftPhone rings
Select the time you want to auto-redial the other party.
Copyright © Blue-Wireless Pty Ltd 2005
SoftBX
status display levels – multi-department or companiescreate a multiple level status display by adding tabs – note that the main ‘overview’ tab cannot be edited and the entries in the levels are copies of those in the overview
Double click under the last tab to create a new one then type in the name e.g. warehouse and click save
To delete a tab double click the tab itself and delete the label and save
To add an extension to a level right click the entry then click ‘copy to:’
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SoftBX
conference bridge Note: conference bridge is limited only by available bandwidth
While the status display is active click the ‘down arrow’ icon
Use buttons to set up the parties then using the green phone button call each party to invite them to take part in the conference
Alternatively: To call all parties at once, hold the control key while mouse clicking each of the parties. Once all are selected click the green phone button to call and invite them to the conference
Copyright © Blue-Wireless Pty Ltd 2005
SoftBX
operator logon
Click ‘key’ icon to login
Enter user name as ‘exchange’. This cannot be edited for the operator
Enter password (default password setting is the same as user name)
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SoftBX
operator main screen
Operator number
Calls in waiting loop are queued in order of arrival. Time of arrival and waiting time are displayed
Called or received number appears in first caller position. Next caller will appear in waiting loop
Click and drag call to either 1st or 2nd caller box to answer or drag direct to extension. Once answered call can be click & dragged from caller box to extension (blind transfer)
The called or calling number is displayed during ringing or connected call states
Double click extension in status display to call or enter extension or external number in the phone number field using PC keyboard or the dialpad then click green phone button to call.
icons indicate user is:
Orange = logged on or forwarded
Blue = in a call
Silver = logged off
Orange with blue dot = released in group (user can double-click released extension to ‘pick up’ the call)