Call Center User Manual Ver 1.
Table of Contents 1 Introduction Package Contents Features System Requirements Getting to Know Call Center Technical Support 1 1 2 2 3 4 2 Installing Skype Software Downloading and Installing Skype Creating a Skype Account Adding Contacts Assigning a Speed-Dial Number 5 5 8 9 11 3 Connecting Call Center Hardware Single-Line Connection Dual-Line Connection 13 13 14 4 Installing Call Center Software 19 5 Configuring Call Center Configuring Call Center Features Other Configuration Options 23 23 27 6
Actiontec VoSKY Internet Phone Wizard User Manual ii
Actiontec VoSKY Call Center User Manual Introduction 1 Thank you for purchasing the Actiontec VoSKY Call Center. Call Center allows you to make free calls over the Internet and budget calls with Skype™ any time, anywhere. With Call Center, you can use your regular telephone to make long distance calls and even international calls at dramatically reduced rates.
Actiontec VoSKY Call Center User Manual Features Outgoing call forwarding (Internet calls to regular phone calls) Incoming call forwarding (regular phone calls to Internet calls) Calls back your regular phone number when Skype contact is online Computer answering machine Connect directly to your regular telephone so you can make and receive Internet calls from your phone Patented “I-Phone Switch” for switching your telephone between Internet and regular phone modes Call waiting Caller ID for Internet calls
Actiontec VoSKY Call Center User Manual Getting to Know Call Center This section contains a quick description of Call Center’s lights (LEDs) and ports. Call Center has several indicator lights on its front panel, and a series of ports on its rear panel. Front Panel The front panel of Call Center features three lights: Regular Call, Internet Call, and Ready.
Actiontec VoSKY Call Center User Manual Rear Panel The rear panel of Call Center contains three ports: USB, Line, and Phone. USB Port The USB port is used to connect a computer to Call Center via USB cable. Line Port The Line port is used to connect Call Center to a wall phone line outlet or modem via phone cable. Phone Port The Phone port is used to connect Call Center to a telephone via phone cable.
Actiontec VoSKY Call Center User Manual Installing Skype Software 2 The first step in setting up Call Center is installing Skype™ on the computer connected to Call Center. This chapter describes the Skype installation procedure in four parts: downloading and installing Skype, creating an account, adding contacts, and assigning speed-dial numbers. Downloading and Installing Skype If Skype has already been installed on the computer, make sure it is the latest version.
Actiontec VoSKY Call Center User Manual 4. In the window that appears, read the on-screen instructions, select a language, then click Next. 5. In the next window, read the license agreement, click in the circle next to “I accept the agreement,” then click Next.
Actiontec VoSKY Call Center User Manual 6. Select a location on the computer’s hard drive to download the Skype software, then click Next. 7. In the next window, set up additional tasks, if needed, then click Next.
Actiontec VoSKY Call Center User Manual 8. Skype installs. Click Finish in the last window to complete the installation. The Skype software is installed on the computer. Go to the next section to create a Skype account. Creating a Skype Account To create a Skype account: 1. After Skype installs, the “Create a new Skype account” window appears. Enter the required information (denoted by a red asterisk). Click Next.
Actiontec VoSKY Call Center User Manual 2. In the next window, enter additional information. Click Next. The Skype account is created. Go to the next section to add contacts to the account. Adding Contacts To add contacts to your Skype account: 1. Go to the main Skype account window and click Add Contact.
Actiontec VoSKY Call Center User Manual 2. When the “Add a Contact” window appears, enter the name of another Skype user in the appropriate text box, then click Search. 3. Use your mouse to select the person you are looking for, then click Add Selected Contact.
Actiontec VoSKY Call Center User Manual 4. A “say Hello! ” window appears, then click OK. The contact has been added. To view the contact list, select the “Contact” tab from the main Skype window. To add assign a speed-dial number to a contact, go to the next section. Assigning a Speed-Dial Number To assign a speed-dial number to a contact: 1. From the main Skype window, select the Contact tab, rightclick on a contact name, and in the menu that appears, select Set Speed-Dial.
Actiontec VoSKY Call Center User Manual 2. In the next window, enter a speed-dial number, then click OK. 3. The speed-dial number is assigned to the contact. 4. Repeat to assign a speed-dial number to other contacts. After finishing with the installation and configuration of Skype, go to the next chapter (“Connecting Call Center Hardware”) to continue setting up Call Center.
Actiontec VoSKY Call Center User Manual Connecting Call Center Hardware 3 This chapter explains how to physically connect Call Center to a telephone and phone line. There are two basic ways to connect Call Center: Single-Line or Dual-Line. Caution: Make sure the Call Center is not connected to the computer until instructed to do so by Call Center’s installation program (see chapter 4, “Installing Call Center Software”).
Actiontec VoSKY Call Center User Manual Single-Line Connection with Dial-Up Modem If the computer is connected to the Internet via dial-up modem with no other phone line in the home, Call Center can only be set up in Single-Line mode. To connect IPW in Single-Line mode with a dial-up modem: 1. Get the phone cable from the telephone and insert one end in the “Phone” port on the rear panel of Call Center. 2. Connect the other end of the phone cable to the telephone. 3.
Actiontec VoSKY Call Center User Manual To connect Call Center in Dual-Line mode: 1. Get the phone cable from the telephone and insert one end in the “Phone” port on the rear panel of Call Center. 2. Connect the other end of the phone cable to the telephone. 3. Using the supplied phone cable, insert one end in the “Line” port on the rear panel of Call Center. 4. Insert the other end of the supplied phone cable in a standard phone line outlet.
Actiontec VoSKY Call Center User Manual Dual-Line Connection with DSL Modem Since DSL modems are connected via phone line (like Call Center), there are two ways to connect Call Center when a DSL modem is present: Connecting to a Phone Line Splitter, and Connecting to a DSL Filter. Select the configuration matching the current computer/DSL set up, and follow the instructions.
Actiontec VoSKY Call Center User Manual Connecting to a DSL Splitter If the telephone is connected to the phone line via a wall mount DSL filter, follow this procedure to connect Call Center: 1. Use the supplied phone cable and insert one end in the “Line” port of Call Center. 2. Insert the other end of the supplied phone cable in the “Phone” port of the DSL filter. 3. Get the phone cable from the telephone and insert one end in the “Phone” port on the rear panel of Call Center. 4.
Actiontec VoSKY Call Center User Manual Installing Call Center Software 4 After connecting Call Center hardware (see chapter 3), Call Center software must be installed on the computer. To install Call Center software: 1. Insert the Installation CD in the CD-ROM drive of the computer, then, from the first “InstallShield Wizard” window, click Next. 2. In the next window, read the license agreement and click in the circle next to “I accept the terms of the license agreement”. Click Next.
Actiontec VoSKY Call Center User Manual 3. When the next window appears, either click Change to select a custom location to install Call Center software, or click Next to install the software in the default location (...\Program Files\VoSKY Call Center). 4. When the next window appears, read the on-screen instructions. Click Install. 5. The software installs. When finished, follow the instructions in the next window, using the picture as a reference.
Actiontec VoSKY Call Center User Manual If Call Center was not connected correctly, a warning window appears. If this occurs, connect Call Center as described in step 5, click OK, then continue to step 6. 6. Another window appears. Enter an email address to be contacted about future online updates. Click Next. 7. A window with information about using Skype with Call Center appears. Read the on-screen information, then click Next.
Actiontec VoSKY Call Center User Manual 8. The last window appears. Click Finish. 9. Wait for the Call Center application to launch (this may take up to a minute). When the following window appears, select “Allow this program to use Skype” by clicking in the appropriate circle, then click OK. The Call Center Configuration window appears. The Call Center software is installed. To learn how to use Call Center Configuration utility, see chapter 5, “Configuring Call Center.
Actiontec VoSKY Call Center User Manual Configuring Call Center 5 This chapter explains how to configure Call Center software for Remote Internet Calling, Computer Answering Machine, Call Forwarding, and Call Return. It also describes other configuration features available with Call Center. Configuring Call Center Features Call Center must be configured to use Remote Internet Calling, Computer Answering Machine, Call Forwarding, and Call Return.
Actiontec VoSKY Call Center User Manual 2. Click in the check box next to “Enable Remote Internet Calling.” 3. Enter a three-digit password in the appropriate text box to provide security for Call Center access. 4. Select the number of times the telephone line rings before Call Center picks up from the drop-down menu. Actiontec recommends selecting a number neither too large nor small, so that both incoming regular phone calls and Remote Internet Calling needs are met. 5. Click OK to save the changes.
Actiontec VoSKY Call Center User Manual Note: If the Call Center icon does not appear in the system tray, the Call Center application has not launched. Doubleclick on the Call Center icon on the desktop to launch. The Call Center icon will then appear in the system tray.To configure Remote Internet Calling, double-click the Call Center icon in the system tray, which generates the VoSKY Call Center configuration window. 1.
Actiontec VoSKY Call Center User Manual Note: If the Call Center icon does not appear in the system tray, the Call Center application has not launched. Doubleclick on the Call Center icon on the desktop to launch. The Call Center icon will then appear in the system tray. 1. In the “Configuration” tab, go to the drop-down menu in the Country or Region Selection section. Select the country or region in which Call Center is being used. 2. Click in the check box next to “Enable Call Forwarding.” 3.
Actiontec VoSKY Call Center User Manual Call Return Call Return is used in conjunction with Remote Internet Calling. When a previously dialed and unavailable Internet contact comes back online, Call Center places a call to a selected regular telephone. This feature is especially useful when used with Remote Internet Calling. To configure Call Return, double-click the Call Center icon in the system tray, which generates the VoSKY Call Center configuration window.
Actiontec VoSKY Call Center User Manual Note: Only one telephone number can be used for both Call Forwarding and Call Return. Other Configuration Options This section describes additional configuration options available on Call Center. Default To reset Call Center to its default settings, click Default at the bottom of the Configuration tab. All settings configured by the user will be lost.
Actiontec VoSKY Call Center User Manual About Clicking About in the VoSKY Call Center window generates the “About” tab. Here, Call Center’s firmware, software, and BIOS versions are displayed. Also, the user can check for updates.
Actiontec VoSKY Call Center User Manual Check for Updates To check for Call Center software or firmware updates, click Check for Updates in the About tab. The following window appears: If a new software or firmware is available for Call Center, a pop-up message appears. Select Yes to download and install the update, or No to cancel the installation. A pop-up window will also appear when no updates are available. Click OK to close the window.
Actiontec VoSKY Call Center User Manual Using Call Center 6 This chapter explains how make calls using Call Center, including calling an Internet telephone, calling a regular telephone, and answering a call.
Actiontec VoSKY Call Center User Manual Using Call Center in Single-Line Mode This section describes how to use Call Center in Single-Line mode. When in Single-Line mode, Call Center can make and receive calls from Internet contacts. Calls can also be made to regular telephone numbers using the SkypeOut service. All calls must be conducted using the telephone connected to Call Center. Calling an Internet Contact To call an Internet contact: 1. Pick up the telephone receiver.
Actiontec VoSKY Call Center User Manual Ending a Call To end a call, put the receiver back onto the telephone. Making a Conference Call Call Center supports up to four other Skype contacts (not including the user) participating in a conference call. To make a conference call: 1. From the Skype window, click Tools, then Create Conference. 2. In the left window, select the contacts to add to the conference call.
Actiontec VoSKY Call Center User Manual Using Call Center in Dual-Line Mode When Call Center is set up in Dual-Line mode, all Single-Line mode features are available. Additional features include making and receiving regular calls (computer-to-land-line or computerto-mobile phone), Remote Internet Calling, Call Forwarding, Call Return, and Computer Answering Machine.
Actiontec VoSKY Call Center User Manual Using Regular Call Mode To use Regular Call mode to make a call: 1. Pick up the telephone receiver. The Regular Call light illuminates. 2. Dial the telephone number. 3. Wait for the party to answer. Using Internet Call Mode and SkypeOut Before making this type of call, make sure the SkypeOut subscription is active: 1. Pick up the telephone receiver. The Regular Call light illuminates. 2. Press the “#” key on the telephone keypad twice to switch to Internet Call mode.
Actiontec VoSKY Call Center User Manual Ringback Alert If the phone is hung up while a previous call is on hold, Call Center rings back to alert the user that a call is still on hold. To continue the call on hold, pick up the receiver. Dual-Line Mode From a Remote Phone The following features are available when using any telephone in the world (including mobile telephones): Making a Remote Internet Call Call Center can call any Skype or SkypeOut contact. To do this: 1. Pick up the telephone’s receiver. 2.
Actiontec VoSKY Call Center User Manual Using Call Return If Call Return is activated on Call Center (see “Call Return” on page 26), when an Internet call is made and the contact is not online, an alert will be sent when the contact returns online to the telephone whose number has been entered in Call Center’s Configuration tab. A typical scenario: 1. A remote Internet call is made, but the contact is not online. 2. A message, stating the contact is not available, is heard.
Actiontec VoSKY Call Center User Manual To check voice mail on the Computer Answering Machine: 1. Double-click the Call Center icon in the system tray or desktop of the computer. The “VoSKY Call Center” window appears. 2. Select the “Voicemail” tab. In the top part of the tab is the “Voice Messages” list box, which displays all messages that have not been played, or have been saved. Playing Voice Mail To play a voice mail, click on it, then press the “Play” (triangle) button.
Actiontec VoSKY Call Center User Manual Quick Reference Tables Consult these tables (Basic or Advanced) for quick reference. Basic Procedures Action Instruction Make a Skype Call 1. Pick up the telephone’s receiver. 2. Make sure IPW is in Internet Call mode (indicated by the Internet Call light illumi nating). If not, press the “#” key twice. 3. Wait for the IPW dial tone. 4. Dial the Skype contact’s speed-dial number. Make Skype Conference call 1.
Actiontec VoSKY Call Center User Manual Make an Ordinary Call* Pick up the telephone’s receiver and dial normally. Receive an Ordinary* or Internet Call When the telephone rings, pick up the receiver and begin talking. Call Center automatically selects the correct mode. Call Waiting 1. While on an Internet call and an incoming regular* or Internet call is received, a call waiting tone is heard. 2.
Actiontec VoSKY Call Center User Manual Advanced Procedures For Advanced Procedures, the Line Port must be set up and the corresponding feature must be enabled in the Configuration screen. Basic Procedures Action Instruction Make a Skype Call From Any Telephone (Remote Internet Calling) 1. Pick up the telephone’s receiver. 2. Dial Call Center’s phone number. 3. Wait for the telephone to ring x times (“x” being the number of rings set in Call Center’s Configuration tab). 4.
Actiontec VoSKY Call Center User Manual Call Forwarding If an Internet call is left unanswered, it is forwarded through the phone line to the phone number chosen by the user. Call Return 1. An Internet call is made, but the contact is not online. 2. A message, stating the contact is not available, is heard. Press the “1” key on the telephone keypad. 3. When the contact goes online, a call is placed to the regular phone. 4.
Actiontec VoSKY Call Center User Manual Specifications a Model Number UP102G (VoSKY Call Center) Interface Ports USB Audio Device Class 1.
Actiontec VoSKY Call Center User Manual On-Hook Voltage 48V DC Off-Hook Loop Current 25 mA DC Ringing Voltage 110V peak to peak; 25 Hz Dimensions (LxWxH) 11.5 x 8.5 x 2.5 cm (4.5 x 3.3 x 1 in.) Weight 125 g (4.4 oz.) Operating temperature 0° - 55° C (32° - 131° F) Relative Humidity > 80 % (non-condensing) Certifications FCC, CE, CCC, JATE, DGT Note: Specifications are subject to change without notice.
Actiontec VoSKY Call Center User Manual Notices Regulatory Compliance Notices Class B Equipment This equipment has been tested and found to comply with the limits for a Class B digital device, pursuant to Part 15 of the FCC Rules. These limits are designed to provide reasonable protection against harmful interference in a residential installation.
Actiontec VoSKY Call Center User Manual This device complies with Part 15 of the FCC Rules. Operation is subject to the following two conditions: 1. This device may not cause harmful interference 2.
Actiontec VoSKY Call Center User Manual Limited Warranty Hardware: Actiontec Electronics, Inc., warrants to the end user (“Customer”) that this hardware product will be free from defects in workmanship and materials, under normal use and service, for twelve (12) months from the date of purchase (US) or twentyfour (24) months from the date of purchase (Europe) from Actiontec Electronics or its authorized reseller.
Actiontec VoSKY Call Center User Manual products will meet Customer’s requirements or work in combination with any hardware or applications software products provided by third parties, that the operation of the software products will be uninterrupted or error free, or that all defects in the software products will be corrected.
Actiontec VoSKY Call Center User Manual Actiontec Electronics shall not be responsible for any software, firmware, information, memory data, or Customer data contained in, stored on, or integrated with any products returned to Actiontec Electronics for repair, whether under warranty or not.
Actiontec VoSKY Call Center User Manual Disclaimer: Some countries, states or provinces do not allow the exclusion or limitation of implied warranties or the limitation of incidental or consequential damages for certain products supplied to consumers, or the limitation of liability for personal injury, so the above limitations and exclusions may be limited in their application to you.
P/N
