P R O D U C T D O C U M E N TAT I O N ShoreWare Call Manager Manual R E L E A S E 9
Document and Software Copyrights Copyright © 1998–2009 by ShoreTel, inc., Sunnyvale, California, U.S.A. All rights reserved. Printed in the United States of America. Contents of this publication may not be reproduced or transmitted in any form or by any means, electronic or mechanical, for any purpose, without prior written authorization of ShoreTel, Inc. ShoreTel Inc.
Table of Contents TABLE OF CONTENTS 3 CHAPTER 1: INTRODUCTION 1.1 1.2 1.3 Call Manager Description . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9 Call Manager Types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9 System Requirements. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10 1.3.1 1.3.2 1.3.3 Operating Systems . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
ShoreWare Call Manager Manual 4.3 Configuring Device Options. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35 4.3.1 4.3.2 4.3.3 4.3.4 4.4 4.5 Adjusting the Volume. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Handling Multiple Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Call Transfer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Table of Contents ShoreWare Call Manager Manual CHAPTER 6: PRESENCE 6.1 6.2 Description. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77 Presence Types. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77 6.2.1 6.2.2 6.2.3 6.3 Telephony Presence . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77 IM Presence . . . . . . . . . . . . . . .
ShoreWare Call Manager Manual 9.3.2 9.4 Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 115 Personal Notification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 115 Notification Escalation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 116 Distribution List Types. . . . . . . . . . . . . . . . . . . . . . . . . .
Table of Contents 12.3 12.4 ShoreWare Call Manager Manual Configuring Outlook for Voice Mail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 146 Outlook Calendar Integration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 147 12.4.1 12.4.2 12.4.3 12.4.4 Installing Calendar Integration. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Configuring Outlook for Automatic Call Handling . . . . . . . . . . . . . . . . . . . . . .
ShoreWare Call Manager Manual 8 Table of Contents
C H A P T E R 1 Introduction 1.1 Call Manager Description Call Manager is the ShoreWare client application that manages a user’s calls, voice mail, and personal system settings through a graphical user interface. 1.2 Call Manager Types Five Call Manager types span the complete Call Manager feature set. Several Call Manager features require additional individual licenses or specific administrative authorization.
ShoreWare Call Manager Manual Chapter 1: Introduction — Workgroup Queue Monitor. ShoreTel includes a SoftPhone license with the purchase of Workgroup Call Manager. Users must install this license, in addition to the Call Manager license, to access SoftPhone. The Standard Resolution Video license is not provided with Workgroup Agent Call Manager. • Workgroup Supervisor Call Manager supports the following features: — All functions available through Workgroup Agent Call Manager. — Workgroup Agent Monitor.
Chapter 1: Introduction ShoreWare Call Manager Manual RAMa Disk Spaceb Available RAM Call Manager Version Processor Personal Pentium 3 – 800 MHz 1 GB 2 GB 1 GB 100 MB Professional Pentium 4 – 2.0 GHz 1 GB 2 GB 1 GB 150 MB Agent, Supervisor, Operator (<40 extension presences) Pentium 4 – 2.0 GHz 1 GB 2 GB 1 GB 150 MB Agent, Supervisor, Operator (<500 extension presences) Pentium 4 – 3.0 GHz 1 GB 2 GB 1 GB 150 MB All Versions, VGA Video Dual-Core 1.
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C H A P T E R 2 Getting Started 2.1 Introduction This chapter discusses installation issues and describes application preferences. 2.2 Installation Call Manager is a .NET Framework 2.0 application. The Call Manager installer automatically downloads the correct .NET version if it is not present during the upgrade or install. Users are then prompted to accept the End User License Agreement from Microsoft to proceed with the .NET installation.
ShoreWare Call Manager Manual Chapter 2: Getting Started Step 1 Install DotNet Framework for 64-bit Windows Citrix machines – Version 2.0 or higher. DotNet Framework is not supplied with the ShoreTel installation software. This software is available from Internet sources or from your software vendor. Step 2 Install Call Manager. Step 3 Access Control Panel -> Phone and Modem -> Advanced (tab) and remove ShoreTel Remote TAPI Service Provider. Step 4 Run TSPInstall.exe TSPInstall.
Chapter 2: Getting Started ShoreWare Call Manager Manual to monitor the system for inbound voice calls or instant messages. The System Tray displays the ShoreWare icon when Call Manager is operation, regardless if the Call Manager window is open or closed. Opening Call Manager displays the Call Manager window on your monitor. To Close the Call Manager window, perform one of the following: • • • Click the Application Button and select Close.
ShoreWare Call Manager Manual Figure 2-2 Chapter 2: Getting Started Telephony Options – User Name specified through AD 2.4 Usage Preferences 2.4.1 Language Selection Call Manager displays menus in all languages available on systems that support multiple languages. You can also specify the language through which ShoreWare communicates voice mail audio commands and ShorePhone display messages.
Chapter 2: Getting Started 2.4.2 ShoreWare Call Manager Manual Sound Preferences You can configure Call Manager to play audio wav files when you receive a message or call.
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C H A P T E R 3 Accessing Call Manager 3.1 Call Manager Windows Call Manager windows provide access to ShoreWare client services. In addition to initiating and managing communication sessions, you can view the presence of other users, adjust your presence, perform Workgroup and Contact Center functions, and access contact information, voice mail, and call history from these windows. 3.1.
ShoreWare Call Manager Manual • • Chapter 3: Accessing Call Manager displays Call Manager viewers. is separated from the Main Call Manager window. When the Viewing option is set to Normal or Docked, Call Manager can be configured to display viewers either through the main window or through a satellite window. You can drag satellite windows into the Main Window content area or drag viewers in the Main window to create a Satellite window. Section 3.1.
Chapter 3: Accessing Call Manager Figure 3-4 3.1.2.1 ShoreWare Call Manager Manual Call Manager Main Window Components Application Button The Application Button appears as the ShoreTel logo in the upper left corner of the Main window. Click the Application Button to display menus that access communication session commands, configuration options, and parameter settings. The Application Button is visible in Normal, Docked, and Miniature viewing modes. 3.1.2.
ShoreWare Call Manager Manual 3.1.2.4 Chapter 3: Accessing Call Manager Toolbars Toolbars provide single button access to Call Manager tasks. Call Manager can display up to ten toolbars and each toolbar has a maximum capacity of 24 buttons. Toolbars are configured by the system administrator. Toolbars are an optional component of the Call Manager Main and Miniature windows.
Chapter 3: Accessing Call Manager ShoreWare Call Manager Manual QuickDialer properties include: • Tokens are delimited by spaces: — mark is a single token string — ma th is a two token string — m s w t is a four token string • Directory entries match a token string when each input token maps to a distinct word within the name of the entry, without regard to case or order: — mark matches Mark Thomason and Tim Markison — ma th matches Marge Thorpe and Thad Martin • Each input token must match a word w
ShoreWare Call Manager Manual Chapter 3: Accessing Call Manager highlighted, call management operations initiated from Main Window menus are performed on this call. The call cell indicates that AES-SRTP encryption is active during a call with a small padlock icon located next to the call status icon. The padlock icon indicates the call media is secure on the ShoreTel network; ShoreTel cannot guarantee call security outside of the network, such as calls that terminate across an analog or digital trunk.
Chapter 3: Accessing Call Manager ShoreWare Call Manager Manual Step 2 Select General in the menu on the left side of the window. Step 3 Mark the Enable drag-and-drop Window arrangement checkbox. By default, Enable drag-and-drop Window arrangement is enabled for Workgroup Agent, Workgroup Supervisor, and Operator type; this parameter is disabled for Personal and Professional Call Manager types. 3.1.3.
ShoreWare Call Manager Manual Chapter 3: Accessing Call Manager Step 2 Drag the window into the body of the receiving Satellite window. Figure 3-8 shows the Contact List as it is moved into the Satellite window containing the Speed Dial List. Figure 3-8 Moving a Satellite Window into another Satellite Window As a window receives a Satellite window, it displays a local drop target, as shown in Figure 3-8.
Chapter 3: Accessing Call Manager ShoreWare Call Manager Manual Figure 3-10 displays the Satellite window that results from releasing the mouse button while hovering on the bottom drop target, as shown in Figure 3-9. The global drop targets in the Main window disappear when the mouse button is released.
ShoreWare Call Manager Manual Figure 3-12 Chapter 3: Accessing Call Manager Hovering over Global Drop Targets Figure 3-13 depicts the result of hovering the Satellite window over a local drop target. The window panel is inserted only into the Content Area of the Main window. Figure 3-13 3.2 Hovering over Local Drop Targets Viewing Modes Call Manager provides three viewing modes for displaying the Main Call Manager window: Normal, Miniature, and Docked.
Chapter 3: Accessing Call Manager 3.2.1 ShoreWare Call Manager Manual Normal Mode The Normal Call Manager window, shown in Figure 3-1, can be configured to contain all Call Manager window components. The Normal window can be moved anywhere on the desktop by dragging the title bar. To resize the width and length of the Normal window, click and drag any of the four window edges.
ShoreWare Call Manager Manual Figure 3-15 3.2.4 Chapter 3: Accessing Call Manager Call Manager Window – Docked Bottom System Tray The System Tray displays a ShoreTel icon when Call Manager is running, even when the Call Manager window is not on the desktop or referenced on the taskbar. Clicking the ShoreTel icon opens the Call Manager window on the desktop and returns focus to the window.
Chapter 3: Accessing Call Manager ShoreTel 9 ShoreWare Call Manager Manual • Contacts: The Contact viewer displays your contact lists. Contact lists provide convenient access to selected entries from your directory of addresses. Section 8.3 on page 92 describes the Contacts Viewer. • History: The History viewer displays information about previous calls you made and received. It can be used to display calls you made and the phone numbers of people who called you. Section 4.
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C H A P T E R 4 Voice Calls 4.1 Introduction Call Manager provides a Graphical User Interface for initiating and handling your voice calls. Call Manager operations and features that support, handle, and manage your voice calls include: • • • • • • • • 4.
ShoreWare Call Manager Manual 4.2.2 Chapter 4: Voice Calls SoftPhone SoftPhone is a Call Manager component that performs voice calls and voice mail functions directly through the computer running Call Manager. After users assign their extension to SoftPhone, they use the computer's audio devices to place or receive voice calls and send or receive voice messages. SoftPhone is a licensed feature that requires administrator authorization. Chapter 7 on page 85 describes SoftPhone.
Chapter 4: Voice Calls ShoreWare Call Manager Manual The Office Anywhere option is not available until a phone number is entered into the External Number field located on the Options and Preferences: Office Anywhere panel. When Office Anywhere is active, the Assignment button displays the telephone number of the assigned device. You specify the phone number of the assigned Office Anywhere device on the Options and Preferences: Office Anywhere panel, as described in Section A.2.5 on page 156. 4.2.3.
ShoreWare Call Manager Manual Chapter 4: Voice Calls When your call stack is full, Call Manager permits one additional outbound call for performing consultative conferences and transfers. To configure your call stack size Step 1 Open Options and Preferences by performing one of the following: • • • • Select Tools -> Options from the Main menu. Click the Application Button and select Options. Right click the Call Manager icon in the System Tray and select Options. Press Ctrl+O.
Chapter 4: Voice Calls ShoreWare Call Manager Manual Step 1 Open Options and Preferences by performing one of the following: • • • • Select Tools -> Options from the Main menu. Click the Application Button and select Options. Right click the Call Manager icon in the System Tray and select Options. Press Ctrl+O. Step 2 Select Telephony in the menu on the left side of the window.
ShoreWare Call Manager Manual • • • Chapter 4: Voice Calls Click the Application Button and select Dial -> Make Call. Right click the ShoreTel icon in the System Tray and select Dial -> Make Call Press Ctrl+Alt+D Call Manager displays the Make New Call dialog box, as shown in Figure 4-2. Figure 4-2 Make New Call panel Step 2 Begin entering the call recipient’s name or number in the data entry field at the top of the panel.
Chapter 4: Voice Calls ShoreWare Call Manager Manual Section 3.1.2.6 on page 23 describes call cells. 4.5.2 Answering Calls 4.5.2.1 Answering Calls to your Extension When you receive a call, the Active Call Area displays a call cell that lists the caller's telephone number. The call cell also lists the caller’s name if the number is listed in your system’s directory, personal directory, or Outlook contacts.
ShoreWare Call Manager Manual Chapter 4: Voice Calls Step 2 Begin entering the user’s name or number in the data entry field at the top of the panel. The table displays a list of user names, filtered by data entry field contents. Step 3 Select the desired user in the table. The Dial Digits field, located above the buttons at the bottom of the panel, lists the user’s number after you select a table entry. Step 4 Press the Pickup button at the bottom of the panel. 4.5.2.
Chapter 4: Voice Calls • • • ShoreWare Call Manager Manual Click the Application Button and select Call -> Transfer. Select Call -> Transfer from the main menu. Right click the call cell and select Call -> Transfer. Call Manager displays the Transfer Call dialog box. Step 2 Enter the contact name or number in the data entry field at the top of the dialog box. The table displays a list of directory entries filtered by data entry field contents. Step 3 Select the desired user in the table.
ShoreWare Call Manager Manual Chapter 4: Voice Calls Each schedule consists of a name and a list of day-time intervals. Call Manager panels refer to the schedule by its name and specify an active call handling mode during the intervals. ShoreWare defines three schedule types: • On-hour schedules: On-hour schedules specify day and time intervals over a weekly period without referencing a specific date. Figure 4-4 displays three examples of Onhour schedules.
Chapter 4: Voice Calls ShoreWare Call Manager Manual — The Out of Office schedule is the inverse of the selected schedule in the Standard Call Handling Mode preferences panel. The user’s active call handling mode is Out of Office during all periods not covered by the On-hour schedule. Schedules are not selected in the Out of Office Call Handling Mode preferences panel. Example: Assume that Day Shift in Figure 4-4 is the selected schedule in the Standard Call Handling Mode panel.
ShoreWare Call Manager Manual 4.5.4.4 Chapter 4: Voice Calls Call Handling Mode Delegation Call Handling Mode Delegation permits the change of a user’s current call handling mode by other users. Call Handling Mode delegation permissions are managed from the following locations: • • Options and Preferences: Call Handling Mode panel. ShoreWare Director – requires system administrator access.
Chapter 4: Voice Calls ShoreWare Call Manager Manual • Requiring unidentified callers to announce their name by routing them to Announced Find Me. • Assigning different ringtones for selected callers, such as family, personal contacts, external contacts. • Routing calls from non urgent sources directly to voicemail or to other extensions.
ShoreWare Call Manager Manual • Chapter 4: Voice Calls Condition: The condition is the filtering criteria that determines if a corresponding call handling action is performed. When a condition statement consists of multiple criteria, each criterion must be satisfied or the action is not performed. Call Handling Rules defines the following six types of criteria — Phone number match: The phone number match is satisfied when the caller ID of the inbound call is a subset of the specified match type.
Chapter 4: Voice Calls ShoreWare Call Manager Manual — Forward Call to Auto Find Me: This action routes the call to voicemail, which then forwards the call to the recipient’s Find Me number. — Forward Call to Announced Find Me: This action routes the call to voicemail, which then forwards the call to the recipient’s Find Me number where the caller’s name is announced to the recipient, as described in Section 4.5.6. — Play Ringtone: This action programs the phone to play the specified ShorePhone ringtone.
ShoreWare Call Manager Manual Figure 4-8 Chapter 4: Voice Calls Personalized Call Handling panel Step 1 Press the New Rule button, located at the top of the panel. Call Manager displays the Personalized Call Handling Setup panel, as shown in Figure 4-9. Step 2 Select all conditions in the Choose Condition to handle inbound calls section located in the top half of the panel.
Chapter 4: Voice Calls ShoreWare Call Manager Manual Step 3 Click each hypertext region, enter specific filtering criteria in the dialog boxes. Figure 4-10 displays the Phone Number match dialog box that Call Manager displays when the Phone Number Match hypertext is clicked. Pressing the OK button closes the dialog boxes and displays the selected parameters on the Condition Selection section.
ShoreWare Call Manager Manual Figure 4-11 Personalized Call Handling Setup panel – choosing action Figure 4-12 Personalized Call Handling Rule Chapter 4: Voice Calls Step 2 Press the Modify Rule button at the top of the panel. Step 3 Modify rule parameters, using the same steps that create a Call Handling Rule.
Chapter 4: Voice Calls ShoreWare Call Manager Manual Managing the Call Routing Plan The Call Routing Plan determines the rules that are actively filtering calls and specifies the order that the rules are applied to calls. If the filtering criteria of more than one rule matches a call’s characteristic, the first rule in the list that filters a call determines the handling action for that call. To enable a Call Handling Rule, select the Enabled box located in the right column of the rule.
ShoreWare Call Manager Manual Chapter 4: Voice Calls When a call is forwarded to a Find Me destination, the phone at the Find Me destination displays your voice mail’s caller ID. When you answer the call, you hear a prompt announcing the intended call recipient and the caller’s ID information. Announced Find Me provides for the recording of the caller’s name for calls routed to Find Me destinations.
Chapter 4: Voice Calls ShoreWare Call Manager Manual Voice call management task for a call are performed by pressing the buttons on the right side of the call cell. The set of available buttons depend on the state of the call. Call operations listed through the Main window, Application Button, System Tray icon, and context menus are available for the call referenced by the highlighted call cell. To change the highlighted call cell, click the cursor in the desired call cell.
ShoreWare Call Manager Manual Figure 4-14 • • • • Chapter 4: Voice Calls Transfer panel Click the Application Button and select Call -> Transfer. Right click the ShoreTel Tray icon and select Call -> Transfer. Press Ctrl+T Press F10 Step 3 Begin entering the call recipient’s name or number in the data entry field at the top of the panel. The table displays a list of directory entries filtered by data entry field contents. Step 4 Select the desired recipient in the table.
Chapter 4: Voice Calls Figure 4-15 4.6.3.4 ShoreWare Call Manager Manual Guided Transfer panel • When you press the Transfer button after the second call reaches the Connected state, ShoreWare performs a consultative transfer where the first call is the transferred call and the second call is to the transfer recipient. • When you press the Conference button, Call Manager either initiates or continues a conference by adding the new call to the conference.
ShoreWare Call Manager Manual 4.6.4 Call Interruptions 4.6.4.1 Hold Chapter 4: Voice Calls The Hold function maintains the state of a call while suspending the conversation. Calls that you place on hold remain associated with your extension; you can only resume your held calls from your extension. When you place a caller on hold and hang up, the telephone rings once after 10 seconds notifying you that a call is on hold.
Chapter 4: Voice Calls 4.6.4.2 ShoreWare Call Manager Manual Park and Unpark Parking a call places a call on hold on another extension. This allows you to park a call on one extension and pick it up from a different extension. Unparking a call is retrieving a call that you previously parked on another extension. Calls can be unparked only by the person that parked it.
ShoreWare Call Manager Manual Figure 4-18 Chapter 4: Voice Calls Park panel The call cell that represents the parked call is removed from your Active Call Area. If the recipient’s call manager is active, the parked call appears on that user’s Active Call Area as a call on hold. To unpark a call from Call Manager: Step 1 Perform one of the following: • • • • Select Dial -> Pickup/Unpark from the Main Menu. Click the Application Button and select Dial -> Pickup/Unpark.
Chapter 4: Voice Calls ShoreWare Call Manager Manual being recorded is a system option that is configured by the system administrator. ShoreWare places the recording file in your voice mail box when you end the recording or terminate the call. To initiate a Call Recording of an active call, perform one of the following: • • • • Right click the call cell and select Record Select Call -> Record from the main menu. Click the Application Button and select Call -> Record. Press Ctrl+E.
ShoreWare Call Manager Manual Figure 4-19 • • • • • • Chapter 4: Voice Calls Keypad button and the Keypad Press the HangUp button on the call cell. Right click the call cell and select Hang Up Select Call -> Hang Up from the main menu. Click the Application Button and select Call -> Hang Up. Right click the ShoreTel Tray icon and select Call -> Hang Up. Press Ctrl+U After disconnecting the call, place the device assigned to your extension on hook. 4.7 Specialty Calls 4.7.
Chapter 4: Voice Calls • 4.7.1.1 ShoreWare Call Manager Manual To terminate a conference call, either hang up the entire conference or individually terminate call connections with conference participants, as described in Section 4.7.1.2. Adding Calls to a Conference Three Call Manager operations adds participants into a conference call: specifying new participants, joining two calls, and a guided addition of a new call.
ShoreWare Call Manager Manual Chapter 4: Voice Calls Joining two calls Joining two calls merges them into a single conference call. You join the call in the connected state with the selected call. The selected call must be on hold. To join the connected call with the call on hold into a single call: Step 1 Verify that the Active Call Area contains one call in the connected state and that the selected voice call is in the on hold state.
Chapter 4: Voice Calls 4.7.2 ShoreWare Call Manager Manual Converged Conferencing Converged Conferencing is a ShoreWare feature that supports calls with a maximum of 30 participants. The precise capacity depends on the topology of the network and the system configuration. Individual users must be authorized to perform converged conference calls. Consult your system administrator for capacity and authorization information.
ShoreWare Call Manager Manual Figure 4-22 4.7.3.2 Chapter 4: Voice Calls Conference Bridge Login panel Supported Video Devices Many video devices provide options to compensate for poor light conditions. Enabling these options my impact the frame rate of the camera. Using optimal light conditions is essential to ensure a good image quality and a proper frame rate when making video calls.
Chapter 4: Voice Calls • ShoreWare Call Manager Manual Transfer Button: This button transfers the call, including the video session, to another user. Terminating a voice call also ends the video session. Ending a video session does not terminate a voice call. 4.7.3.5 Configuring Video Call Settings Call Manager users configure their Video Call settings from the Options and Preferences: Video panel. Section A.2.16 on page 172 describes the Options and Preferences: Video panel. 4.7.
ShoreWare Call Manager Manual • Chapter 4: Voice Calls Press Ctrl+Alt+G The Overhead Page option on Call Manager menus is disabled if a paging extension is not configured for your site or if you do not have authorization to call the paging extension. 4.8 Call Intervention Call interventions are actions that Call Manager users perform on calls in which they are not a primary participant.
Chapter 4: Voice Calls 4.8.3 ShoreWare Call Manager Manual Whisper Page Whisper Page allows a user to interrupt a user’s call and talk with that user without being heard by the other call participant. The initiator can only listen to, speak to, and be heard by the user whose call was interrupted. The right to initiate a Whisper Page is set by the system administrator. The system administrator also designates users whose calls can be interrupted with a Whisper Page.
ShoreWare Call Manager Manual 4.9 Chapter 4: Voice Calls History Viewer The History Viewer displays information about your previous calls. Each History Viewer record in the History Viewer includes the number of an outbound call's destination or inbound call's source along with the start time and duration of each call. History Viewer tools control the display of the calls, manage call records, and initiate calls to numbers listed in the call records.
Chapter 4: Voice Calls ShoreWare Call Manager Manual — From/To: This column displays an icon and label that indicates the call origination or disposition. Available icon labels include To, From, Missed, Message, and Transferred. — Phone Number: This column lists the number of the other party. — Name: This column lists the name of the party on the other side of the call. If the number matches a directory entry, this column displays the name of the entity.
ShoreWare Call Manager Manual 4.9.2.2 Chapter 4: Voice Calls Clearing the History You can recover messages in the Deleted folder until ShoreWare removes them from the server during the 2:00 am voice mail maintenance cycle. To recover a message in the Delete folder, move it to the Inbox or Saved folders. To remove all records from the History viewer, right click in the Contents region and select Clear History. 4.9.2.
Chapter 4: Voice Calls • • ShoreWare Call Manager Manual Double click the call record Right click on the call record and select the desired number or address at the top of the context menu. 4.10 Call Routing Slips A call routing slip lists the call's originating and destination information, the duration of the call duration, the list of other extensions that handled the call, and the final disposition of the call.
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C H A P T E R 5 Instant Messaging 5.1 Description Instant messaging is the real-time transmission of text between two or more system users. Instant messages are sent from and received through a message window. Instant messages do not use call cells. Users can participate in simultaneous multiple chat sessions. Call Manager provides IM presence to indicate user availability for engaging in instant messaging conversations. IM presence is described in Section 6.2.2 on page 78.
ShoreWare Call Manager Manual Chapter 5: Instant Messaging All IMs of a single conversation are displayed in the same Instant Message window. Closing an IM window erases all messages in the window unless they were previously saved. After closing an IM window, a user can start a new conversation with the same user. Call Manager options can configure Instant Messaging such that all chat sessions are controlled from a single window or that separate windows are opened for each chat session.
Chapter 5: Instant Messaging Figure 5-2 ShoreWare Call Manager Manual Instant Message Option for a QuickDialer contact • Call Toolbar: Pressing the IM button adds an IM to an existing call. This button is inactive when there are no active calls. • History: Right click on the History entry of a desired contact to display a menu that includes an IM option. • Contact Viewer: Right click on the entry of a desired contact to display a menu that includes an IM option.
ShoreWare Call Manager Manual 5.3.3 Chapter 5: Instant Messaging Creating and Sending a Message To create a message, verify that the Message Window is active, then type the text in the input panel at the bottom of the Window. To send the message, either click the Send button in the bottom right corner of the Message window or press the Enter key 5.3.4 Adding a Participant to a Chat Session Instant Message session can include two or more participants.
C H A P T E R 6 Presence 6.1 Description Presence is a ShoreWare feature that identifies, uses, and distributes the availability of system users and other personal contacts. Presence information allows users to verify the availability of other users before attempting to contact them.
ShoreWare Call Manager Manual Chapter 6: Presence ShoreWare defines the following Telephony Presence States, listed from highest to lowest priority: • Ringing: This state indicates that the user is receiving an inbound voice call. Inbound phone calls trigger a transition to Ringing from any lower state. • Parked: This state indicates a call is parked on the user’s extension. Having a call parked on a user’s extension triggers a transition to Parked from any lower state.
Chapter 6: Presence • ShoreWare Call Manager Manual Idle: This state indicates that Call Manager has not detected any keyboard or mouse activity from the user during the period specified by the Idle Status option in the Instant Message Preferences and Options panel. When ShoreWare detects keyboard or mouse activity while the user is in Idle mode, the presence state transitions to the state from which the Idle state was entered.
ShoreWare Call Manager Manual 6.2.3 Chapter 6: Presence Combined Presence Call Manager displays the combined presence state when configured to show only one presence icon for each user. The combined presence is based upon the user’s telephony presence and instant messaging presence states. The following presence states are listed in priority order, from highest priority (1) to lowest priority (11). The text next to the combined state name specifies the condition that triggers a transition to the state.
Chapter 6: Presence Figure 6-2 ShoreWare Call Manager Manual QuickDialer Presence Icons The Options and Preferences: Instant Messaging – Presence panel specifies the presence icons that Call Manager displays and the inactivity period that triggers the Idle state transition. Section A.2.13.2 on page 168 describes the Options and Preferences: Instant Messaging – Presence panel. 6.3.
ShoreWare Call Manager Manual 6.4.1 Chapter 6: Presence Privacy States Presence privacy states define the IM interaction status between two system users. Users restrict access to their IM presence state by assigning a privacy state to other users. ShoreWare defines the following presence privacy states: • Allowed: This state indicates that the requested party has received access to the user’s IM presence status.
Chapter 6: Presence 6.4.3 ShoreWare Call Manager Manual Managing the Privacy Access List The Options and Preference: Instant Messaging Privacy panel, as shown in Figure 6-5, displays contacts that are allowed or denied access to a user’s Presence Privacy information. Refer to Section A.2.13.3 on page 169 for a description of the Options and Preference: Instant Messaging Privacy. The table on the right side of the panel displays contacts for whom the user has granted or denied presence information access.
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C H A P T E R 7 SoftPhone 7.1 Introduction SoftPhone is a Call Manager software component through which you participate in voice calls and listen to messages over your computer through a headset or speakers with a microphone. SoftPhone is a licensed feature that is enabled by your system administrator. 7.2 Using the SoftPhone 7.2.
ShoreWare Call Manager Manual 7.2.3 Chapter 7: SoftPhone Keypad The Call Manager keypad, located on the right side of the Assignment bar, has twelve keys labeled 0 to 9, *, and #. Pressing a key sends a DTMF tone to the other party of the voice call. You cannot initiate a voice call with the keypad. 7.2.4 Muting the SoftPhone Muting the SoftPhone disables the microphone, allowing you to continue listening to the other party without being heard.
C H A P T E R 8 Managing Address Entries 8.1 Introduction Call Manager provides three viewers for organizing and displaying address information of ShoreWare system users and other personal contacts. You can also initiate and manage communication sessions through these viewers. • The Directory viewer displays all system users and personal contacts. You can also display Outlook contacts in the Call Manager directory.
ShoreWare Call Manager Manual Figure 8-1 • • • • • • • • • Chapter 8: Managing Address Entries Directory Viewer First Name Middle Name Last Name Department Extension Business Mobile email IM Directory viewer components include: • Filter bar: The Directory viewer displays only entries whose information, in specified columns, matches text in the filter bar. Filter bar contents are compared to columns that list name and contact information.
Chapter 8: Managing Address Entries ShoreWare Call Manager Manual In addition to performing column heading sorts, you can group address entries by Company or Data Source. When address entries are grouped, the field by which the contents are grouped is listed as a data entry field instead of a column heading. — To group Directory Contents, right click in the Directory Contents table and select Group By -> Company or Group By -> Data Source.
ShoreWare Call Manager Manual Chapter 8: Managing Address Entries Step 2 Right-click the entry and select Add as a Contact. Step 3 Select the contact list from the menu list, as shown in Figure 8-2. Figure 8-2 Directory Context Menu – Selecting a Contact Group You can also add an entry to a contact group by dragging a Directory entry into the desired group in the Contact Viewer. 8.2.
Chapter 8: Managing Address Entries ShoreWare Call Manager Manual Step 2 Enter the address information for the new personal contact. Step 3 Press the OK button to add the address entry to your directory. To edit contact information for a personal contact: Step 1 Right-click a Directory viewer entry and select View Directory Item Detail. Call Manager displays the Directory item details panel for the contact, as shown in Figure 8-4. The text at the top of the panel indicates the edit status of the entry.
ShoreWare Call Manager Manual Chapter 8: Managing Address Entries The context menu, as shown in Figure 8-5, displays the contact methods defined for the user in the Directory viewer. The context viewer in Figure 8-5 provides a business phone number, mobile phone number, home phone number, another phone number, and an email address. Click on the desired address to initiate the specified communication session. Figure 8-5 8.
Chapter 8: Managing Address Entries ShoreWare Call Manager Manual The Contact Viewer displays the complete Contact List through a collapsible tree structure that lists the defined Contact Groups. The tree can be expanded to view the contents of selected Contact Groups. A Contact can be placed in multiple Contact Groups. Contact groups cannot contain subgroups. 8.3.2 Contact Viewer Components The Contact Viewer displays Contact List contents.
ShoreWare Call Manager Manual Chapter 8: Managing Address Entries All Contact viewer modes display the Filter bar. • Column Headings: Column headings indicate the data field name for the address entries. — To add a column to the table, right click in the Contents region and select Choose Columns, then drag the column to be added to the desired location in the Column Heading. — To sort the contents, click in the heading of the desired sort column.
Chapter 8: Managing Address Entries Figure 8-7 • ShoreWare Call Manager Manual Add Contact panel Drag a name from the Directory viewer into the Contact viewer. If the Directory window and the Contact List are in the same Content Area, dragging entries over the Contacts tab switches the view to the Contact List. This method is available only in Operator, Workgroup Agent, or Workgroup Supervisor Call Manager. 8.3.3.
ShoreWare Call Manager Manual Figure 8-8 8.3.3.3 Chapter 8: Managing Address Entries Edit Contact Entry panel Removing a Contact Entry Deleting entries from a Contact List makes them inaccessible from the Contact Viewer. Removing an entry from the a Contact List does not affect its corresponding Directory entry. You can remove any contact from the contact list. To delete a Contact, right-click the desired contact and select Delete Contact. 8.3.
Chapter 8: Managing Address Entries ShoreWare Call Manager Manual To initiate a voice call to any of the contact’s number or to initiate any other caller operation, right click on the desired contact and select the operation or phone number from the context menu. 8.4 Importing Contacts from other applications Call Manager supports the import of data records from CSV or XML files for display in the Directory Viewer.
ShoreWare Call Manager Manual Figure 8-9 Chapter 8: Managing Address Entries ContactImportLocation key viewed in the Registry Editor When a file is removed from the folder, the contacts listed in that file remain in the Directory Viewer until Call Manager is exited. Contacts removed from a file also remain in the Directory Viewer. When Call Manager is started again, all records removed by contact deletion or file removal do not appear in the Directory Viewer. 8.4.1.
Chapter 8: Managing Address Entries ShoreWare Call Manager Manual Figure 8-10 Directory Viewer containing Imported Records Figure 8-11 Directory Item Details Field Composition Each field denotes one property for the file or for one contact. The field entries must conform to the following syntax rules: • Data is of type strings and supports UTF-16 encoding. • Fields that contain a double quote must be surrounded by double quotes. Double quotes are indicated by two double quotes.
ShoreWare Call Manager Manual Chapter 8: Managing Address Entries Example 1: “ShoreTel, Inc.” • Fields that do not contain double quotes or commas with double quotes may be surrounded with double quotes. • Data fields with no information translate into blank entries in Call Manager Record Types Each line in a CSV files corresponds to one data record. The end of a record is denoted by a Carriage Return and Line Feed.
Chapter 8: Managing Address Entries ShoreWare Call Manager Manual — Business Phone 2: Directory Viewer displays contents under the Business 2 column. — Home Phone: Directory Viewer displays contents under the Home column. — Home Phone 2: Directory Viewer displays contents under the Home 2 column. — Mobile Phone: Directory Viewer displays contents under the Mobile column. — Pager: Directory Viewer displays contents under the Pager column.
ShoreWare Call Manager Manual 8.4.2.2 Chapter 8: Managing Address Entries XML Files XML files contain a structured set of elements. The following sections describe required file components and XML elements recognized by Call Manager. XML File Name The file name must have the extension .xml. Elements The following elements are recognized by Call Manager Contact XML files. Level 1 Elements: Each file contains one Contacts element.
Chapter 8: Managing Address Entries ShoreWare Call Manager Manual — valid attributes: type, name, value Type: The type attribute must be equal to one of the following: Business, Home, Mobile, Pager, and Fax.
ShoreWare Call Manager Manual Chapter 8: Managing Address Entries 1234 PAGE 105Chapter 8: Managing Address Entries ShoreWare Call Manager Manual To open the Speed Dial Viewer, perform one of the following: • • • • • Click the Application Button and select Windows -> Speed Dial Select Windows -> Speed Dial from the Main Menu Select Windows -> Speed Dial from the Assignment bar Right click the ShoreTel icon in the system tray and select Windows -> Speed Dial Press Ctrl+Shift+P The Speed Dial viewer opens in the Main window content area or in a Satellite window.
ShoreWare Call Manager Manual Step 3 Release the mouse button.
C H A P T E R 9 Managing Voice Mail 9.1 Introduction Call Manager provides access to voice messages received by your user and workgroup extensions.
ShoreWare Call Manager Manual Chapter 9: Managing Voice Mail • Inbox Folder: The Inbox folder receives an extension’s inbound voice messages. Messages remain in this folder until moved to the Saved or Delete folder. • Saved Folder: The Saved folder is a repository for messages that were previously received but are not yet ready for deletion. Placing messages in the Saved folder. • Deleted Folder: Messages moved to the Deleted folder remain there until 2:00 a.
Chapter 9: Managing Voice Mail ShoreWare Call Manager Manual message informing them of the imminent auto deletion of their message. The range of valid retention periods is between 30 and 2000 days. ShoreWare defines retention periods for two classes of messages: — Class 1: Messages in the Saved folder OR Messages marked as Unheard. — Class 2: Messages in the Inbox folder AND Messages marked as Heard. Retention periods for the message classes are defined independently of each other.
ShoreWare Call Manager Manual Chapter 9: Managing Voice Mail — Reply: Press this button to record and send a response to the highlighted message. — Forward: Press this button to send the highlighted message to other recipients. — Contact Sender: Select this button to initiate a call, IM, or email to the sender of the highlighted message. — Delete: Press this button to move the highlighted message to the Deleted folder. — Save: Press this button to move the highlighted message to the Saved folder.
Chapter 9: Managing Voice Mail ShoreWare Call Manager Manual — Playback device: This icon controls the device through which you listen to messages. You can select your PC speaker or assigned phone through this button. — Play/Pause button: Press this button to control the playback of the highlighted message. • When this button displays a green arrow icon, pressing the button initiates or continues audio playback of the message.
ShoreWare Call Manager Manual Chapter 9: Managing Voice Mail To recover the highlighted message from the Deleted folder, perform one of the following: • • Press the Save button in the Action bar. Right click the message and select Move to Inbox folder or Move to Saved folder. The message is moved to the selected folder. 9.3.2.4 Exporting a Voice Mail Message You can export a voice mail message to a .wav file for use by other applications.
Chapter 9: Managing Voice Mail Figure 9-2 ShoreWare Call Manager Manual Voice Message Recorder panel Step 4 Press the Device button in the bottom left corner to specify the recording device. Step 5 Press the Record button, then speak into the recording device. Press the Stop button to end the recording. Step 6 Click the Send button to send the message to the Recipients. 9.4.3 Forwarding a Voice Message Forwarding a Voice Message sends that message to another system user.
ShoreWare Call Manager Manual Chapter 9: Managing Voice Mail Step 3 Select the recipients of the message on the left table by highlighting the desired contacts, then pressing the Add button between the tables. Step 4 Press the OK button after selecting all desired recipients. The Add/Remove Members panel closes and control returns to the Voice Message Recorder panel. You can add an introductory statement before sending the message.
Chapter 9: Managing Voice Mail ShoreWare Call Manager Manual Step 6 Click the Send button to send the messages to the Recipients. 9.4.7 Viewing Voice Message Information The voice mail properties dialog box displays properties of a voice message, including the sender, subject, folder location, date of receipt, duration, urgency status, and forwarding history.
ShoreWare Call Manager Manual • • Chapter 9: Managing Voice Mail Select Disabled to prevent Call Manager from sending you notification messages. Select one of the other options to enable personal notification. — Select Email Wave Mail to attach the voice message to your notification messages. — Select Email Notification to send notification messages without attaching the voice message.
Chapter 9: Managing Voice Mail ShoreWare Call Manager Manual this option defines the notification process until Call Manager receives a response. Section A.2.4 on page 154 describes the Call Handling Mode Configuration panels that reference escalation profiles. • 9.5.3.3 Activating Escalation: Escalation is activated by disabling Mark delivered voice mail as Heard on Options and Preferences: Voice Mail panel. Section A.2.7 on page 158 describes the Options and Preferences: Voice Mail panel.
ShoreWare Call Manager Manual Chapter 9: Managing Voice Mail Step 3 Enable Escalation from the Options and Preferences: Voice Mail panel by clearing the Mark delivered voice mail as Heard parameter. Section A.2.7 on page 158 describes the Options and Preferences: Voice Mail panel. 9.6 Distribution Lists ShoreWare defines Distribution lists for sending voice messages to a group of system users. The following sections describe ShoreWare distribution lists that you can access through Call Manager. 9.6.
Chapter 9: Managing Voice Mail Figure 9-4 • ShoreWare Call Manager Manual Distribution Lists panel Edit/View button: Pressing the Edit/View button opens the Distribution List Details panel for the highlighted list. The available components depend on the List for which the panel was opened. — The panel opens a viewing panel for System and Broadcast list, as shown in Figure 9-5. Figure 9-5 Distribution List Details – Viewing Mode — The panel opens an edit panel for user lists. Section 9.6.
ShoreWare Call Manager Manual 9.6.3 Managing User Distribution Lists 9.6.3.1 Creating Distribution Lists Chapter 9: Managing Voice Mail The title assigned to a distribution list becomes the contact name for that list. You type or select that name when sending a voice message to the list members using the ShoreTel Voice Mail Viewer or Microsoft Outlook. The assigned number becomes the telephone number used when using the distribution list to deliver voice messages.
Chapter 9: Managing Voice Mail • • ShoreWare Call Manager Manual Click the Lists button on the Action bar. Right click in the contents area and select Distribution Lists. Step 2 Select a List on the panel. Step 3 Click the Prompt button. Call Manager displays the Prompt Recorder. The controls on the Prompt Recorder are similar to those on the Playback bar located on the bottom of the Voice Mail Viewer, as described in Section 9.3.1 on page 109.
ShoreWare Call Manager Manual Chapter 9: Managing Voice Mail To delete a distribution list Step 1 Open the Distribution List panel by performing one of the following: • • Click the Lists button on the Action bar. Right click in the contents area and select Distribution Lists. Step 2 Select the list to be removed from the roster on the left side of the panel. Step 3 Click the Delete button. The Delete button is not available if the selected list is a System list or the Broadcast list.
Chapter 9: Managing Voice Mail 9.7 Configuring Voice Mail 9.7.1 Options and Preferences ShoreWare Call Manager Manual The Options and Preference: Voice Mail panel specifies the default interface for listening and recording voice messages, records your spoken name that the system plays to callers routed to your mailbox, and configures your voice mail password. Section A.2.7 on page 158 describes the Options and Preferences: Voice Mail panel. 9.7.
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C H A P T E R 1 0 Workgroups and Operators 10.1 Introduction Workgroups is an entry level contact center application for small, informal Automatic Call Distribution (ACD) groups that is integrated into ShoreWare. Workgroups support basic call routing, agent management, reporting, and agent activity functions. Classic phone operators provide assistance to callers and manage PBX switchboards.
ShoreWare Call Manager Manual Chapter 10: Workgroups and Operators 10.2.3 Operator Operator Call Manager is assigned to users that are required to provide assistance to system callers or have call routing responsibilities. ShoreWare Operator Call Manager supports the following features: • • • All functions available through Workgroup Supervisor Call Manager. Enhanced Contact viewer capabilities, including call and agent management functions Bridged Call Appearance Monitor. 10.3 Workgroup Status 10.3.
Chapter 10: Workgroups and Operators ShoreWare Call Manager Manual To manually enter wrap up mode, perform one of the following: • • • • • Click the Application Button and select Workgroup -> Wrap-Up. Select Workgroup -> Wrap-Up from the main menu. Click the Workgroup button on the Assignment Bar and select Wrap-Up. Right click the ShoreTel icon in the System Tray and select Workgroup -> Wrap-Up. Press Ctrl+Alt+W. To manually exit wrap up mode, log into or out of your workgroups. 10.
ShoreWare Call Manager Manual Chapter 10: Workgroups and Operators 10.4.1.1 Viewer Components The Queue Monitor comprises an action bar, a workgroup table, and a call table: • Action bar: The action bar contains buttons that trigger workgroup configuration options and panels. Action bar buttons include: — Alert Sound: Press this button to toggle the sound alert status.
Chapter 10: Workgroups and Operators ShoreWare Call Manager Manual To set workgroup warning thresholds: Step 1 Open the Options and Preferences window by performing one of the following: • • • • • Press the Options button in the Queue Monitor menu bar. Select Tools -> Options from the Main menu. Click the Application Button and select Options. Right click the Call Manager icon in the System Tray and select Options. Press Ctrl+O. Step 2 Select Workgroups in the menu on the left side of the window.
ShoreWare Call Manager Manual Chapter 10: Workgroups and Operators To open the Agent Monitor, perform one of the following: • • • • • • Click the Application Button, then select Workgroup -> Agent Monitor. Select Workgroup -> Agent Monitor from the Main Menu. Select Windows -> Agent Monitor from the Main Menu. Select Windows -> Agent Monitor from the Assignment bar. Right click the ShoreTel icon in the system tray and select Workgroup -> Agent Monitor. Press Ctrl+Shift+A.
Chapter 10: Workgroups and Operators • ShoreWare Call Manager Manual Agent List: The Agent table lists the Agents in the Workgroups to which you belong. Each row corresponds to one agent. When viewing the table in Details mode, each column corresponds to an agent property or status indicator. Columns that the Agent table can display in Details mode include: Name: This field lists the agent’s name Agent State: This field lists the agent’s log state. Number: This field lists the agent’s extension.
ShoreWare Call Manager Manual • • Chapter 10: Workgroups and Operators Right click the ShoreTel icon in the system tray and select Windows -> Bridged Call Appearance Monitor. Press Ctrl+Shift+X. Figure 10-3 Bridged Call Appearance Monitor 10.4.3.1 Bridged Call Appearance Description A BCA is an extension that is shared among multiple users. A BCA is characterized by an extension number and its call stack depth. The extension number defines the method of contacting BCA users.
Chapter 10: Workgroups and Operators ShoreWare Call Manager Manual 10.4.3.2 Bridged Call Appearance Monitor Components The Bridged Call Appearance Monitor displays all call stack positions for each BCA extension for which your extension can receive calls. Each row in the table corresponds to one BCA call stack position. Each column lists an identifying property of the call stack position or of the call to the BCA that occupies the call stack position.
ShoreWare Call Manager Manual • Chapter 10: Workgroups and Operators Outbound to an external number – the following caller ID options are displayed in the following priority, based on availability: — Outbound caller ID configured for that BCA — DID number configured for that BCA — External identification or caller ID number of the BCA call initiator • Outbound to an external emergency number (such as 911) – the emergency identification or a CESID number of that user will be sent. 10.
Chapter 10: Workgroups and Operators ShoreWare Call Manager Manual 10.5.2 Contacts Viewer The Contact viewer provides access to Contact Lists, which are subsets of your directory entries. In addition to the basic functionality described in Section 8.3 on page 92, Workgroup Agents, Workgroup Supervisors, and Operators can transfer calls to contacts through drag and drop operations of a call cell to a contact.
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C H A P T E R 1 1 Contact Center 11.1 Introduction The ShoreTel Contact Center is a software application that controls, manages, and monitors call center activities. Contact Center controls interactions with customers through a system of four interlocking components: • Call routing implements business rules that define customer service and resource allocation. • Monitoring of call center operations to provide supervisors with information required to manage daily operations.
ShoreWare Call Manager Manual Chapter 11: Contact Center Contact Center Supervisors can access Contact Center through Call Manager only on PCs upon which Contact Center Agent Bar, Contact Center Supervisor Applications, and Call Manager are installed. To use Call Manager for performing Contact Center operations, a Contact Center Supervisor must also be configured as a Contact Center Agent. For complete information on configuring Contact Center components, refer to Contact Center documentation. 11.
Chapter 11: Contact Center ShoreWare Call Manager Manual Figure 11-2 The Contact Center Options window Figure 11-3 Logging into and out of workgroups Step 4 The Group manager window allows you to log into or out of select contact center groups. To log into a group, click a group name from the “Available Groups” pane (on the right) to highlight it. Then, click the Login button to move that group to the “Logged Groups” pane on the left.
ShoreWare Call Manager Manual Figure 11-4 Selecting parameters for display Figure 11-5 Call status fields in the agent toolbar Chapter 11: Contact Center Step 7 Next, click the Configure Queue Monitor button from the Contact Center Options window. The dialog box used to configure the Queue Calls window is similar to that shown in Figure 11-5 for configuring the Call Status window.
Chapter 11: Contact Center ShoreWare Call Manager Manual Step 8 Select the Show Agent Toolbar check box from the Contact Center Options window to display the Contact Center Agent Toolbar, similar to the one in Figure 11-7. Figure 11-7 Agent Toolbar functions The Agent Toolbar offers an optional method of accessing the Contact Center features and application windows.
ShoreWare Call Manager Manual Figure 11-8 Chapter 11: Contact Center Status Bar in Contact Center Agent Toolbar Contact Center upgrades for the agents and supervisors are distinct from Call Manager upgrades for new software releases. Version updates for new Contact Center releases that require an update for agents and supervisors must be performed as described by Contact Center installation documentation and are not affected by Call Manager upgrades. 11.
Chapter 11: Contact Center Figure 11-10 ShoreTel 9 ShoreWare Call Manager Manual Receiving Contact Center Call Through Call Manager 143
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C H A P T E R 1 2 Outlook Integration 12.1 Introduction For Microsoft Outlook users, Call Manager supports integration with Outlook inbox, voice mail and calendar features. This Chapter describes Outlook integration features and procedures. 12.2 Importing Outlook Contacts You can configure Call Manager to include Microsoft Outlook contacts in the Directory viewer every time you log into Call Manager.
ShoreWare Call Manager Manual • Chapter 12: Outlook Integration Press Ctrl+O. Step 2 Select Outlook in the menu on the left side of the window. Step 3 Select Open Outlook Contacts when Calls Arrive To program Call Manager to cache Outlook Contacts: Step 1 Open Options and Preferences by performing one of the following: • • • • Select Tools -> Options from the Main menu. Click the Application Button and select Options. Right click the ShoreTel icon in the System Tray and select Options. Press Ctrl+O.
Chapter 12: Outlook Integration • ShoreWare Call Manager Manual Delete Voice Mail from Message when Moved: When this parameter is selected, moving an email from the Outlook Inbox to another folder results in the removal of the attached Voice Message from the ShoreWare server. 12.4 Outlook Calendar Integration Calendar Integration provides Outlook to use your ShoreWare call handling mode settings to manage your appointments. 12.4.
ShoreWare Call Manager Manual Chapter 12: Outlook Integration Step 4 Click OK to close the dialog box. To set your work week on/off hours in Outlook: Step 1 Open the Tools menu in Outlook Calendar and select Options. Step 2 Click the Preferences tab and click Calendar Options. For call handing to be changed based on your on/off hours, this feature must be enabled in both the Outlook tab of the ShoreTel System dialog box and in Outlook. 12.4.
Chapter 12: Outlook Integration ShoreWare Call Manager Manual Step 3 Change the call handling mode to one of the radio buttons on the left side. Choose Do Not Change to maintain the default call handling mode. Step 4 Click Save and Close. When the appointment occurs, the selected call handling mode is activated.
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A P P E N D I X A Options and Preferences Window A.1 Introduction The Options and Preferences window contains panels that configure many Call Manager options, components, and functions including Instant Messaging, Call Handling Modes, Video Calls, and Presence. The list of available panels depend upon the features for which the user is authorized. To display the Options and Preferences window, perform one of the following: • • • • A.2 Select Tools -> Options from the Main menu.
ShoreWare Call Manager Manual Figure A-1 Appendix A: Options and Preferences Window Options and Preferences: General panel To access the QuickDialer panel, open the Options and Preferences window and select QuickDialer in the menu on the left side of the window. Figure A-2 152 Options and Preferences: QuickDialer panel • Show company names: Select this option to include company entries in your QuickDialer lists.
Appendix A: Options and Preferences Window ShoreWare Call Manager Manual • Show extension calling actions: Selecting this option configures QuickDialer to display available methods of contacting filtered extensions. • Show Go arrow: Selecting this option displays a Go arrow on the right side of the QuickDialer field. Pressing the Go arrow initiates a call to the contact that QuickDialer displays.
ShoreWare Call Manager Manual Appendix A: Options and Preferences Window — Warn when not using Standard Call Handling Mode – Select this option to receive a warning if the active Call Handling Mode is not Standard when you start Call Manager — Warn when Standard Call Handling is set to Forward Always – Select this option to receive a warning if the active Call Handling Mode is Standard and the Forward Calls parameter is set to Always when you start Call Manager.
Appendix A: Options and Preferences Window ShoreWare Call Manager Manual To access a Call Handling Mode configuration panel, open the Options and Preferences window and select one of the following panels from the menu on the left side of the window: Standard, In a Meeting, Out of Office, Extended Absence, or Custom. Mode Configuration panel parameters include: • Recorded Greeting: Press this button to record the greeting that callers receive when they reach your voice mailbox.
ShoreWare Call Manager Manual A.2.5 Appendix A: Options and Preferences Window Office Anywhere Office Anywhere is a ShoreWare feature that allows users to reassign their extensions to any phone connected to the ShoreTel System or remote devices accessible to the network, including home phones and mobile devices. Access to Office Anywhere requires system administrator authorization. Refer to Section 4.2.3 on page 34 for more information about Office Anywhere.
Appendix A: Options and Preferences Window • A.2.6 ShoreWare Call Manager Manual Clear Previous Numbers: Press this button to remove the numbers listed on the External Number and Assignment bar drop-down menus. Find Me Find Me call handling allows callers who reach your voice mail box try to reach you at alternate numbers. You can specify up to two alternate numbers for routing inbound callers trying to contact you. Refer to Section 4.5.6 on page 51 for more information about Find Me.
ShoreWare Call Manager Manual • Appendix A: Options and Preferences Window Enable record caller’s name for Find Me: This option enables Announced Find Me, which provides for the recording of the caller’s name for calls routed to Find Me destinations. Callers routed to the user’s Find Me destination are prompted to record their name, which is then played to the call recipient before answering the call.
Appendix A: Options and Preferences Window • ShoreWare Call Manager Manual Notification Delivery options: This parameter specifies the media the system uses to inform the user of the receipt of a voice message. Delivery options available through the drop down menu include: — Disabled – Selecting this option disables Escalation Notification. — Email Wave file – Selecting this option initiates an escalation by sending a copy of the voice message to the specified email address.
ShoreWare Call Manager Manual Appendix A: Options and Preferences Window Escalation panel parameters include: • Notification Options: This option specifies the messages that initiate Escalation instances, based on unresolved previous escalation messages. — Notify for First Unheard Message – Select this option to begin an Escalation only if the system is not currently escalating a voice message. The system quits Escalation when a voice message is marked Heard.
Appendix A: Options and Preferences Window • ShoreWare Call Manager Manual Step parameters apply only to the step highlighted in the step table. Profile Parameters Profile parameters are located at the top of the panel and include the Profile Name and Repeat Count settings. • Profile Name: This parameter configures the name by which the Notification Profile is referred in other Call Manager windows.
ShoreWare Call Manager Manual Appendix A: Options and Preferences Window To access the Outlook panel, open the Options and Preferences window and select Outlook in the menu on the left side of the window. Figure A-10 Options and Preferences: Outlook panel Outlook panel parameters include: • Contact Import: These parameters control the importing of Outlook contacts. — Import contacts from Outlook: Selecting this option programs Call Manager to import Outlook contacts when Call Manager is opened.
Appendix A: Options and Preferences Window • ShoreWare Call Manager Manual Z If Voice Mail Integration is not installed and Outlook is available, the panel displays an Install... button next to the status. Z If Voice Mail Integration is installed, the panel displays an Uninstall button next to the status. Calendar: Calendar integration installs a Call Manager panel in the Outlook Calendar Window. The first parameter is available only if Voice Mail Integration with Outlook is installed.
ShoreWare Call Manager Manual Appendix A: Options and Preferences Window Workgroup panel parameters include: • Show alert when call is in queue: When this option is selected, the PC receives a popup when a call is in the queue of a workgroup to which the user is a member. — Alert display time: This parameter specifies the period the popup window is visible. • Table Parameters: Each line in the table represent one workgroup. The table lists all workgroup to which you belong.
Appendix A: Options and Preferences Window ShoreWare Call Manager Manual — Server name: This parameter specifies the name or address of the Main Server. If this server is assigned a Primary and Secondary IP address, this parameter must be set to the server’s Domain Name – not the dotted decimal notation. Contact your system administrator for information concerning the system configuration. — User name: This parameter specifies the ShoreWare user name.
ShoreWare Call Manager Manual Figure A-13 Appendix A: Options and Preferences Window Options and Preferences: Personalized Call Handling panel Z Pressing the Modify Rule button opens the Condition Setup panel and fills the parameters with the settings of the rule highlighted in the Rule Table. Z Pressing the Delete Rule button removes the highlighted rule from the Rule Table. — Rule List: The Rule list displays the list of call handling rules defined by the user.
Appendix A: Options and Preferences Window ShoreWare Call Manager Manual A.2.13.1 Instant Messaging panel The Instant Messaging panel specifies the IM account username and password required to access the user’s IM account on the Presence Server. The panel also controls messaging display options. Refer to Chapter 5 on page 73 for more information on Instant Messaging.
ShoreWare Call Manager Manual Appendix A: Options and Preferences Window • Initiate instant messaging when double clicking on a contact in the Contact pane: When this box is marked, double clicking a Contacts Viewer contact initiates an instant message to that contact. • Show all chats in single window: Select this option to display all Instant Message sessions in a one message window. The session that the text panel displays is specified by chat tabs located on the right side of the window.
Appendix A: Options and Preferences Window ShoreWare Call Manager Manual — one combined telephony and instant messaging presence: Contacts viewer displays a single presence icon that indicates the user’s combined presence state. Section 6.2.3 on page 80 describes the combined presence indicator. — separate telephony and instant messaging presences: Contacts Viewer displays two presence icons to indicate the user’s telephony and IM presence.
ShoreWare Call Manager Manual Appendix A: Options and Preferences Window • auto accept invitation: All requests are accepted. When the user receives a request, a notification popup indicates a requestor was granted access to the user’s presence settings. • prompt to accept invitation: The user receives a popup when a another user requests presence access. The request is processed by clicking a popup option.
Appendix A: Options and Preferences Window ShoreWare Call Manager Manual Conferencing panel parameters include: • User name and Password: These fields specify login parameters your Converged Conference Bridge. • Test Login: Press this button to initiate a login attempt to the Converged Conference Bridge with the listed User name and Password. A.2.15 SoftPhone The SoftPhone panel configures SoftPhone device settings. Section 7.3 on page 86 describes SoftPhone panel.
ShoreWare Call Manager Manual Appendix A: Options and Preferences Window • Audio Device: This option specifies the device through which the user accesses SoftPhone. • Network adapter: This option specifies the Network Interface Card through which the SoftPhone performs audio calls. • Endpoint Name: This data field identifies the string through which ShoreWare controls the SoftPhone as an MGCP device. A.2.16 Video The Video panel configures Video Call settings. Section 4.7.3.
Appendix A: Options and Preferences Window ShoreWare Call Manager Manual While many cameras compensate for poor lighting conditions, this compensation usually impacts the frame rate of the device. Using optimal lighting conditions is essential to ensure the proper frame necessary for good image quality. A.2.17 Sounds The Sounds panel, shown in Figure A-20, specifies the sound files that the computer plays to indicate a communication event. Call Manager supports wav files for play audio alerts.
ShoreWare Call Manager Manual Figure A-21 Appendix A: Options and Preferences Window Options and Preferences: Language panel — System Default refers to the language designated by the administrator as the default language. Language changes are enabled after Call Manager is exited and restarted. • 174 Language used by voice mail and IP phones: This parameter specifies the language the system uses from your IP Phone display messages and voice mail audio prompts.
Index Symbols barge in . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66 BCA see bridged call appearance Bridged Call Appearance Monitor . . . . . . . . . . . . 131–134 bridged call appearance, description . . . . . . . . . . . . . . . 132 broadcast distribution list . . . . . . . . . . . . . . . . . . . . . . . . 118 Call Manager, accessing . . . . . . . . . . . . . . . . . . . . . . . 14–15 call on hold . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
ShoreWare Call Manager Manual exiting Call Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14 extension assignment . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33 external number prefix . . . . . . . . . . . . . . . . . . . . . . . . . . . 17 F Find Me . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51 Find Me preferences . . . . . . . . . . . . . . . . . . . . . . . . . . . . 157 forward voice message . . . . . . . . . . . . . . . . . . . . . . .
Index ShoreWare Call Manager Manual telephony . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 164 trunk access code . . . . . . . . . . . . . . . . . . . . . . . . . . . 17 video . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 172 voice mail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 158 workgroups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 163 prefix for external calls . . . . . . . . . . . . . . . . . . . . . . . . . . .
ShoreWare Call Manager Manual voice mail notification . . . . . . . . . . . . . . . . . . . . . 115–116 voice mail notification, voice mail escalation . . . . 116–118 Voice Mail viewer . . . . . . . . . . . . . . . . . . . . . 109–112, 134 voice message view information . . . . . . . . . . . . . . . . . . . . . . . . . . . 115 voice messages call sender . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 114 description . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
