Telecommunication Systems Division ® Net Phone User Guide April 2008
Publication Information Toshiba America Information Systems, Inc. Telecommunication Systems Division Publication Information Toshiba America Information Systems, Inc., Telecommunication Systems Division, reserves the right, without prior notice, to revise this information publication for any reason, including, but not limited to, utilization of new advances in the state of technical arts or to simply change the design of this document. Further, Toshiba America Information Systems, Inc.
© Copyright 2008 This document is copyrighted by Toshiba America Information Systems, Inc. with all rights reserved. Under the copyright laws, this document cannot be reproduced in any form or by any means—graphic, electronic, or mechanical, including recording, taping, photocopying, without prior written permission of Toshiba. No patent liability is assumed, however, with respect to the use of the information contained herein.
TOSHIBA AMERICA INFORMATION SYSTEMS, INC. (“TAIS”) Telecommunication Systems Division License Agreement IMPORTANT: THIS LICENSE AGREEMENT (“AGREEMENT”) IS A LEGAL AGREEMENT BETWEEN YOU (“YOU”) AND TAIS. CAREFULLY READ THIS LICENSE AGREEMENT.
Toshiba America Information Systems, Inc. Telecommunication Systems Division Limited Warranty Toshiba America Information Systems, Inc., (“TAIS”) warrants that: • The CIX Attendant Console equipment, such as the PC (except for fuses, lamps, and other consumables) will, upon delivery by TAIS or an authorized TAIS dealer to a retail customer in new condition, be free from defects in material and workmanship for twelve (12) months after delivery.
WARRANTIES FOR NON-TOSHIBA BRANDED THIRD PARTY PRODUCTS A valuable element of Toshiba’s product strategy is to offer our customers a complete product portfolio. To provide this value to our customers at the most optimal prices, we offer both Toshiba-branded and third-party manufactured products that support our Toshiba Strata CIX product portfolio.
Contents Introduction Organization.........................................................................................................................v Conventions ........................................................................................................................vi Related Documents/Media................................................................................................ vii Chapter 1 — The Grand Tour The Main Screen ...................................................
Contents Chapter 3 – User-Defined Actions Options Buttons .................................................................................................................30 Option Button Key Types...............................................................................................31 User Programmable Keys ..................................................................................................39 To Initialize Key ..........................................................................
Contents Chapter 4 – Using Net Phone Features Chapter 4 — Using Net Phone Features Call Handling Features ......................................................................................................73 Making Outgoing Calls...................................................................................................73 Answering Calls..............................................................................................................75 Transferring Calls ..............................
Contents Chapter 7 – Personal Call Handler Chapter 7 — Personal Call Handler Creating Personal Call Handling Rules .............................................................................96 Like Matches....................................................................................................................104 Unlike Matches ................................................................................................................105 Export Rules.........................................
Introduction This user guide describes how to use the Toshiba Net Phone software with Strata CIX670, CIX200, CIX100, CIX100-S, and CIX40 telephone systems: Organization • Chapter 1 – The Grand Tour provides an overview of the Net Phone buttons and screens. • Chapter 2 – Net Phone Settings covers the customizable settings. • Chapter 3 – User-Defined Actions includes setting up actions for personal call handling and programmable keys.
Introduction Conventions Conventions Conventions Description Note Elaborates specific items or references other information. Within some tables, general notes apply to the entire table and numbered notes apply to specific items. Important! Calls attention to important instructions or information. Extension Number Press to answer a call to the Extension Number. Each station can have multiple extension buttons. Incoming calls ring the extension button(s) from the top down.
Introduction Related Documents/Media Related Documents/Media Note Some documents listed here may appear in different versions on the CD-ROM or in print. To find the most current version, check the version/date in the Publication Information on the back of the document’s title page.
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The Grand Tour 1 The Net Phone works with Net Server to provide a small but powerful "PC-Phone" for use by telephone users to provide productivity enhancements. The Net Phone is designed to run on a PC with Microsoft® Windows '98, Windows NT 4.0, Windows 2000, Windows XP or 32-bit Windows Vista operating systems connected to a standard TCP/IP network with the Net Server. The Net Server must be installed with the proper software license(s) for Net Phone to operate correctly.
The Grand Tour The Main Screen The Main Screen This section gives an overview of the main user interface of the Net Phone, including the buttons, displays, and indicators, which allow you to easily and efficiently operate your phone. Net Phone provides two views, Streamlined and Expanded, allowing you to operate using only the space on your screen that you want.
The Grand Tour The Main Screen Button / Icon Description Main Menu Click this button to access Net Phone configuration menus and Help. Information LCD Display This window simulates a phone LCD and provides different types of information depending on current status. If your phone is idle, it shows the date/time, Extension number, and current Name. While a call is active on your phone it shows information about the call — Duration, CallerID or Name (if present.
The Grand Tour The Main Screen Button / Icon Dial Pad Button Description Click the dial pad button to expose and hide the popup Dial Pad. Use the Dial Pad when you reach a recording that says “...Press 1 for sales, 2 for support,...”. When this dial pad is displayed you can use your mouse to click the digits to dial or use the number keys or NumLock keypad on your computer keyboard to dial digits. Dial Button Click the dial button to dial the number shown in the Dial Buffer.
The Grand Tour The Main Screen Expanded View In “Expanded” view the Net Phone is enlarged beyond the streamlined view to provide the user with additional buttons, indictors, information to manage multiple simultaneous calls and to access many other features. The follow describes the additional items in the “Expanded” view. • Volume Controls – These buttons provide control over volume settings on the phone.
The Grand Tour The Main Screen • Streamline Button – Used to change Net Phone back to its "Streamlined" view. • Calls Window – This window displays that status and associated information for each active phone call on the phone. Thus you can easily view and manage multiple phone calls. Right click the mouse on any call to view a menu of options for handling the call (like Hold, Transfer to Voice Mail, Hang Up, etc.).
The Grand Tour The Main Screen Screen Docked Views Net Phone provides a screen-docking feature (in Ver. 4.7 and after) where the Net Phone can dock to the top or bottom of your PC screen. When screen docked the Net Phone takes on a very low profile using only a small portion of the screen, and stays accessible even when other applications are maximized. This allows user’s to access the features of Net Phone while consuming a minimal amount of PC screen space.
The Grand Tour The Main Screen The File menu item expands into an ability to Change the Login settings, an ability to reset the phone to its default settings, or exit the Net Phone application. The Setup menu item expands into six sub-menu items for setting parameters for your Net Phone. These include Personal Call Handling rules, User Defined Actions, Preferences, Advanced, when enabled, provides event and call views of activity that has occurred during operation, Shortcut Keys, and Auto Devices Setup.
The Grand Tour The Side Window Screen The Side Window Screen Click the “Side Window Rollout” button on the main screen to cause the side window to appear just to the right side of the main window or below when the main window is docked. The side window provides access to the Personal Call Handler window and additional programmable buttons can also be reached. This window can be docked (connected) to or undocked (moved away) from the main window.
The Grand Tour The Side Window Screen Buttons Mode Below is a sample view of the side window screen in Buttons mode, which provides 12 user-programmable buttons for the user. • Dock button – Use to dock the window back to the main screen (if detached) or hide inside the main screen (if attached.) • Close button – Use to close the side window. • User Programmable Buttons – A number of keys can be easily configured by the user as “Feature” keys, “Speed Dial” keys, “Call” keys, “User Action” keys, etc.
The Grand Tour Companion Application Windows Companion Application Windows Companion Application Windows open as the result of clicking one of the Option Keys on Net Phone. These windows open docked (connected) to the bottom side of the main window or can be undocked (moved away) from the main window. While a companion window is docked with the main window, whenever the main window is moved the companion window will move with it.
The Grand Tour Skins Skins Skins provide the method for changing the color scheme and button appearance. Skins can affect the following elements of Net Phone: • Screen colors, texture, rounding, and appearance. • LCD colors • Calls window size. • Programmable Button shapes and colors • Dial Pad button shape and colors • Graphic on the main screen To Change Skin Selection Right-click your mouse on the logo on the main window.
Net Phone Settings 2 This section defines settings that are available to the user for customizing Net Phone to meet their needs. A number of additional settings are available for the System Administrator for setting more advanced features such as controlling access to some features, creating a server-based rules and configurations. This section will concentrate on the settings readily available to the user.
Net Phone Settings Preferences General Tab These settings control how Net Phone interacts with other Windows-based programs and how it should react when calls ring or are being dialed. Extra Call Information can be enabled and content to be displayed defined as well as details for Microsoft Outlook Integration when used. User Preferences • Pop Up on Call Ringing – Check this option if you'd like your Net Phone to automatically pop up when a call rings on your phone.
Net Phone Settings Preferences • Mobile User – some users travel with a laptop PC from desktop to desktop each time using the Net Phone with a different PBX extension. This Mobile User option will pop up a “Login” screen each time Net Phone is started so that they can log into the appropriate PBX phone extension. • ACD Key View – This option changes the keys on the left side of the main Net Phone screen to wide keys, which can then be programmed to ACD functions, like login/logout, ACD status, etc.
Net Phone Settings Preferences Extra Info Screen Each call may have additional information attached to the call that may be useful. With the Extra Info Feature enabled, this symbol appears with each call. When the symbol is gray, no information is present, when cyan, information is attached and when red, high priority information is available.
Net Phone Settings Preferences ³ To Add or Change a Static Info Field: • Field Name – Select from the pre-defined list of fields or create you own field name. This name must match exactly the information field where the information is held. • Description – Enter any description you desire to mark this field. • Field Type – Each field can be selected to be either a fixed parameter (1 line) or long text (multiple lines) fields.
Net Phone Settings Preferences MS Outlook Integration Net Phone is specifically designed to work in harmony with Microsoft's Outlook contact management program. • Initial Setup – Click the Configuration button to reach the Outlook Preferences screen with the following options: • Enable Outlook Integration – This main option enables/disables the Outlook Integration features. This must be checked for any Outlook features to work. If you're not using Outlook, then this should be disabled.
Net Phone Settings Preferences • Automatically Open a CONTACT for each Call – When enabled, whenever you dial a phone number that matches an Outlook Contact, that contact will be popped only – sometimes referred to as "Reverse Screen-Pop". • Add New Contact if No Match Found – When enabled, if no contact matches this phone number, a “New” contact in Outlook will automatically pop up.
Net Phone Settings Preferences Dialing Tab The biggest choice to make in this tab is to determine whether to follow a Serverbased dial plan, use a dial plan defined for your station, or dial all the codes yourself. The last option is not practical when using a database or using “hot key” dialing since other applications never know what is a valid number to dial including entering a trunk access code when needed.
Net Phone Settings Preferences Dialing Outside Numbers • Dial same as User Dialed – With this option selected, outside phone numbers will be dialed exactly how the user dialed them (unchanged by Net Phone). • Use Local Dial Plan – When this option is selected, the user dials an outside phone number, the number will be analyzed according the dial plan and the number will be automatically modified (add "1+" for Long distance, etc) before Net Phone dials it.
Net Phone Settings Preferences Defining a Local Dialing Plan Each area of the US uses a different set of rules for determining which calls are local calls or long distance. For your area, a good source for determining how to define your dialing plan, use the opening pages of your phone book. These pages generally define how to dial different areas and provide a listing of prefix codes for the local calling areas. Three typical examples are: 1.
Net Phone Settings Preferences Calling Within My Home Area Code • Home Area Code – Set this to the Area code where the phone is located. This will be used by Net Phone to determine which dialed calls are within your home area code and when searching a contact manager (reverse screen-pop) the dialed number will need the area code included, i.e. Microsoft Outlook. This is a duplicate of the entry to the one made in the Dialing Tab, thus the value entered previously will show here.
Net Phone Settings Preferences Calling Outside My Home Area Code • Any calls outside your Home Area Code LOCAL calls? – Select either None or Only Calls to These Area+Office Codes. • Local Area+Office Codes – This entry is only presented when you chose Only Call to These Area+Office Codes in the previous step. The pull down listing shows the codes (area code plus prefix codes) that are considered to be a local call from your location. Click the C button to display the "Change Dial Rules" screen.
Net Phone Settings Preferences Docking Tab The docking tab defines the contents of Net Phone when docked to the top or bottom of the screen. This includes whether docking is enabled or disabled, uses the slim or regular profile and a listing of contents by display priority (space limits what can be displayed). • Enable Screen Docking – When enabled, the Net Phone will automatically ‘dock’ to the top or bottom of the PC screen when it is moved to the top or bottom.
Net Phone Settings Preferences Advanced Tab This screen allows the changing of the basic connection for Net Phone and provides for the ability to send log files to Technical Support for debugging problems encountered in the field. The TAPI Service Provider should not be changed unless your System Administrator has instructed you to update the settings for finding Net Server for your application.
Net Phone Settings Preferences • Login name – Enter your Login name. If a new installation, a client will automatically be created in Net Server for this name. Many times the administrator will have defined your client Login name, see your administrator for the name to use. • Password – Enter an optional password for protecting the connection, when needed. • Extension – Enter the extension number of the phone this Net Phone is monitoring for call information.
Net Phone Settings Preferences Diagnostic Logging/Uplink This section allows enabling of the Debug utility and have it show on the Main Menu under Settings as well as provide an easy utility for sending all the important information about Net Phone to assist Technical Support to help diagnose any problems when necessary. • Show Advanced Menu – Place a check in the box to enable the Main Menu > Settings > Advanced menu option.
Net Phone Settings Setting Up Hot Key Dialing & Popup Setting Up Hot Key Dialing & Popup Net Phone provides two global “Hot Keys” that you can press within any application to send a request to Net Phone. The first key is the Dial Hot Key will provide a method for dialing a number from any application. For example, you may have a phone number in a Microsoft Word document that you can highlight in the Word document and press the hot key combination assigned. This dials the number in Net Phone.
Net Phone Settings Options Buttons Options Buttons Net Phone provides a powerful architecture that allows companion applications to add features and functions. These companion applications inherit the look-and-feel of Net Phone and act as if they are “part of the Net Phone” and are provided as Options Buttons. These companion applications were provided as choices when Net Phone was installed on your PC. Up to eight individual buttons may be configured to view on the main window.
Net Phone Settings Options Buttons Option Button Key Types Directory Button Extension Directory • Chat Menu – Enables right-click access to Chat another user from the Directory window. • Edit Menu – Enables right-click access to the Edit menu for Directory listings. • Show ACD Exts – Hunt Group/ACD Group extensions will appear in the Directory listing. • Show Vmail Exts – Voice Mail extensions will appear in the Directory listing.
Net Phone Settings Options Buttons Feature Directory Button Feature Directory • Show Standard Features – Display standard PBX feature codes in the Directory listing. • Show Operator Features – Display Operator feature codes in the Directory listing. • Show Debug Features – Display Debug features in the Directory listing. • Show Type Column – The Feature Type column will appear in the Directory listing. S = Standard, O = Operator, D = Debug.
Net Phone Settings Options Buttons Speed Dial Button Personal Directory • Edit Menu – Allow right-click access to edit records in the Personal Directory. • Outlook Menu – Allow right-click access to Outlook features in the Personal Directory. • Filename – File to store the personal Speed Dial records. • Caption – Enter a name to be displayed in the window to distinguish this directory listing from other directory listings.
Net Phone Settings Options Buttons Call History Button Call History • View Info Menu – Enables the View Info menu in the Call History Window. Right-click a Call Record to access the View Info Menu. • Show Notes Column – Allows Call History to show the Notes field for each Call Record.
Net Phone Settings Options Buttons Bank of Buttons • Bank # – Specifies the group number of the button bank. You must specify a unique number for each bank of buttons. If you assign the same bank to more than one button, each of those buttons will show the same bank of keys. • Caption – Enter text to appear as a “title bar” for the new button bank. • Rows – Defines the number of rows of keys on the button bank. • Columns – Defines the number of columns of keys on the button bank.
Net Phone Settings Options Buttons • Auto Startup – Allow the Browser to start automatically with Net Phone. Useful for screen pop or data access applications. • Auto Start Hidden – When used with Auto Startup, it opens a web page, but the Browser window remains hidden. • Buttons – Place a checkmark in the box next to the Browser controls to show in the Browser window.
Net Phone Settings Options Buttons Power Dial Button Allow you to automatically call a list of phone numbers or dial phone numbers at specified dates and times. See the Power Dialer Administrator Manual for details. Personal Power Dialer • Auto Startup – When enabled, Power Dialer will startup when Net Phone starts. The Power Dialer dialog box will also open. With the Power Dialer started, scheduled calls can function as planned.
Net Phone Settings Options Buttons Replay Button Replay is a client application for OAISYS Tracer. Replay must be installed on this PC to access call history and recorded files from Tracer. See the OAISYS Replay Administrator’s Manual for details. System Call History (Replay) • Show just my Calls – If the permissions for Replay allow more than just your calls, this option can limit those viewed using this Option button will be filtered to “my Calls” only.
Net Phone Settings User Programmable Keys User Programmable Keys The Net Phone has many different User Programmable keys on the main screen, on the Side Window, or on the Extra Button windows. These keys and can be easily configured by the user as "Feature" keys, "Speed Dial" keys, "User Action" keys, “DSS” keys, “Web Access” keys, “Run another Application” keys, or “ACD” keys, etc. This provides the user with one-touch access to features, applications, files, phone numbers, employees, and more.
Net Phone Settings User Programmable Keys To Change Key This opens the Setup Key configuration settings shown below. Several items in the upper portion of this window define the appearance and label of the button. Selecting an Action from the pull down listing will present additional parameters needed to define the choice. Details for each Action follow this procedure. Note: Some users may not have permission to change buttons and keys.
Net Phone Settings User Programmable Keys Speed Dial Keys Creates a speed dial key for one-button dialing. Net Phone automatically inserts the Trunk Access Code when a Dial Plan has been specified, making it unnecessary to enter this code in the speed dial number. Speed Dial numbers can be any number 0~9 and * and # digits. You can include commas to insert a 2-second pause in the dial string, i.e.
Net Phone Settings User Programmable Keys System/PBX Command Keys The System/PBX command keys are maintained for backward compatibility. It is highly recommended that the user create User Defined Actions for System/PBX Commands. The User Defined Actions have expanded the options available for a number of these commands and thus offer better choices. The description below shows the possible features that appear in the Setup Key window.
Net Phone Settings User Programmable Keys User Defined Action Keys Customized features can be placed on keys by using User Defined Actions. Actions that have been defined will be available in the pull down list. To create a new action, go to the User Defined Actions section to create the action before defining the key. If the programmable key in on the Main Screen or the Right side window, an Edit button appears that is a short cut to the User-Defined Actions.
Net Phone Settings User Programmable Keys DSS Extension Keys Direct Station Selection provides one-button dialing to a specific station. DSS Keys also provide a visual status indicator of the station: Ringing, Busy, Idle, or Do-NotDisturb. An easy method for creating DSS keys is to open the Directory and drag and drop names in the Directory onto keys. You can then change the colors and edit the name for easy identification. Web Keys Web keys allow you to program an Internet (or intranet) URL into the key.
Net Phone Settings User Programmable Keys Run Program Keys This sets the key to run a specific application or load a specific document. For example you could create a “Calculator” key to run the windows calculator by setting the “Program filename” to CALC.EXE. Alternatively you could create a key to show your “projects” Excel spreadsheet by simply setting the “Program or Document Filename” to: PROJECTS.XLS.
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User-Defined Actions 3 You can define powerful actions that can be used with both the Personal Call Handler and under the Programmable Keys. These actions can be as simple as playing a .WAV file to as powerful as sending a specific DDE message to another programs to "Screen Pop" a database. When defining a new action, it's usually a good idea to test the action to make sure it works correctly. The screens for creating actions also provide a testing facility to make this testing easy.
User-Defined Actions Creating Actions takes you to a screen for creating or editing an action. The types of actions that can be created are defined below. When actions are copied, created, or edited, those changes are stored in the compiled actions file (NET_PHN.acs). If this file is lost for some reason and Net Phone is restarted, all actions will revert to the individual actions stored in the User’s Local Settings Net Phone folder.
User-Defined Actions Creating Actions Export Call Info This action is used to export call information to another program (like the CTI Call Handler) in order to keep its Call Info Database current. When this action is triggered it will Popup an "Export Call Info" screen allowing the user to fill in any missing call information (typically the 'Main Listed Phone #') before they press SAVE to export the information to the centralized database.
User-Defined Actions Creating Actions • Log String – Create the string defining the content to be written into the file. The above example created the following entries into the file “CallsLog.txt”. Note: The number of characters sent for the name variable was limited to the first 10 characters (%+10N), which truncated the names in the file to the first 10 characters. See “Action Variables” on page 37 for details.
User-Defined Actions Creating Actions Modify Call Information This action changes the Caller ID name, Caller ID name, or Account code of the active call on this phone and when the PBX supports the changes, the same information held in the PBX. Using the Extra Info (shown on page 52) option provides for entering or changing any other information associated with the call. • Information Type – Select either Standard Info or Extra Info.
User-Defined Actions Creating Actions Extra Info • Field Name – Enter the name of the field to be changed. This name must match exactly the field name including uppercase and lowercase syntax. For example, a user may want to create User Programmable Keys identifying the “Preferred Agent” for the call prior to transferring the call into a queue. The Field Name would be entered as PREFAGENT. The value would be the agent’s ID code. • Value – Enter the value to be used for this field.
User-Defined Actions Creating Actions Play WAV File This action will play a specified WAV file on the PC sound card. • Path & Filename – Enter the complete path name for the WAV file to be played or browse to find the path of the file. Pop External Web Browser This action sends a URL to the PC’s default web browser (run the web browser if it isn't already running). Works with Netscape Navigator and Microsoft Internet Explorer.
User-Defined Actions Creating Actions Pop Internal Web Browser This action can be used to send a URL to the ‘built-in’ web browser of the Net Phone (when installed) or can be used to create access to other companion application programs. An example of using your Personal Call Handler to automatically open the Integrated Web Window, whenever an outside call rings in, to provide a script to for answering that call.
User-Defined Actions Creating Actions Button Name: URL (Param1): Param 2: If blank, it uses the default “MyDir.txt” file or enter a file name for your Speed Dial directory.** Directory Note: The default settings when Param 2 is blank has Edit and Outlook menu options enabled and Chat disabled. If this field is blank, the default file is used based upon the code in Param 2.
User-Defined Actions Creating Actions Button Name: URL (Param1): Param 2: Chat Power Dialer Replay Note Specifying a new file name in Param 1 and requires manually creating that file of the same name in the “Documents and Settings\\Local Settings\Application Data\CTS\Net Phone” folder may be used. This method allows multiple personal directories to be created, each showing only the names listed in that directory.
User-Defined Actions Creating Actions • Popup Info Screen Type – Choose either Standard Info or Extra Info. When Extra Info is selected, choose when the popup will occur: Always, Any Info Attached, or Any Priority Info. Popup Phone Screen This action causes a popup (Restore) of the Net Phone screen from an icon. • Phone Screen Size – Select the size for Net Phone’s main screen. The choices are to restore to the Last Size Used, Small (or streamlined view), or Large (or expanded view).
User-Defined Actions Creating Actions Run another Program This action triggers the running of another program on the PC. • Program EXE – Enter the name and path of the program to be run. In the example above, the program is Outlook.exe. Use the Browse button to find the file as needed. • Parameters – Enter any additional parameters that may be accepted as part of the command line to startup the program. The example above uses Outlook to pop open a “sticky note” with data and time recorded.
User-Defined Actions Creating Actions Send DDE Msg This action sends a DDE Execute message to another program on the PC. Frequently this is used to "Screen Pop" a contact management program, such as Goldmine. • App Name Topic – The application will specify both the application name and topic name used for making the communication link. Follow the application note or that application’s documentation for specifics. Note: The pipe character ‘|’ must separate the application name and topic name.
User-Defined Actions Creating Actions Send Keystrokes to a Program This action provides a way to send keystrokes to another Windows program just as if the user typed them into that program. This can be used, for example, to pop up another program whenever a call rings in. Note: Use this action carefully because when the action is triggered, the keystrokes will be sent to the target program regardless of the state of that program (i.e. even when the user is in the middle of some action in that program).
User-Defined Actions Creating Actions 2. Key Strokes: To restore Notepad (Alt Sp R): Key Strokes:= %%{ }R and to move to the end of the file (Control+End): append to Key Strokes: ^{END} 3. In Program EXE: Enter program name and file name to open “Notepad.exe / calls.txt”. Note The forward slash after "Notepad.exe" is needed to allow the command-line parameter "/calls.txt" to be used. The result is that the file “calls.
User-Defined Actions Creating Actions Key Code Key Code Left Arrow {LEFT} F11 {F11} Num Lock {NUMLOCK} F12 {F12} Page Down {PGDN} F13 {F13} Page Up {PGUP} F14 {F14} Right Arrow {RIGHT} F15 {F15} Scroll Lock {SCROLLLOCK} F16 {F16} Spacebar { } Control ^ Shift + Alt %% Combination Keys To specify keys combined with any combination of Shift, Ctrl, and Alt keys, precede the regular key code with Shift, Ctrl, or Alt code.
User-Defined Actions Creating Actions Set Phone Do Not Disturb This action sets the phone’s Do Not Disturb feature in the PBX (requires the PBX to support this feature via OAI link) and sets a reason for this status. This reason message displays on the phone’s display as well as appearing on Net Phone and the DSS keys of other users of Net Phone. • DND Message – The normal is to use the message defined below, but can be created to provide the same message as provided on the phone.
User-Defined Actions Creating Actions Set Phone Status Message This action works much the same as Set Phone Do Not Disturb except it does not change the phone’s DND status and the message only appears within Net Phone and the DSS keys on other users of Net Phone. • Choose DND Message – Select from the available messages in the drop down list for the message that appears in the upper line of the phone’s display.
User-Defined Actions Creating Actions System/PBX Command This action can be used to send appropriate OAI commands to the PBX to perform functions. For example, you could have an action that sets your DND message to "UNAVAILABLE" using the following: N 16. You could then set this action to run each time you shutdown your phone. • System/PBX Command – Select from the list of available commands and edit the variable values (shown in quotation marks) as needed.
User-Defined Actions Creating Actions ACD Option When ACD is available on some PBXs. ACD HELP ACD PU SET WORKUNITS Transfer Call This action causes the active call to be transferred to another phone, directly to a specific Voice mailbox, or to an outside phone number (i.e. 9,4969040). • Transfer To – Enter an extension number or outside number to be called. • Transfer Mbox – Enter a mailbox number if going to a Voice Mail number.
User-Defined Actions Action Variables Action Variables Net Phone uses variables to provide information to actions. Net Phone replaces the variable token code with the appropriate value when the action executes. For example, %P becomes ‘4804969040’ when you receive a call from CTS. Call Variables Refer to the table below for call variables and their values.
User-Defined Actions Action Variables Variable Information %OR(“field”) or %OC(“field”) Outlook Calendar/Reminder “fields”: 1. “SUBJECT” — subject field of Outlook event. 2. “START” — start Date/Time of event. 3. “END” — ending Date/Time of event. 4. “IMPORTANCE” — Importance (Low, Normal, High) of event. 5. “LOCATION” — location of event. 6. “ADVANCE” — number of minutes of advance notice. 7. “STATUS” — Busy status (Free, Busy, Out of Office) of event. 8. “STIM” — start Time without the Date. 9.
User-Defined Actions Action Variables System Variables Net Phone also uses System Variables for Action parameter strings, such as Date and Time. They can also provide some control over text logging actions with Carriage Return, Line Feed, Tab, and Random Numbers (for file names.) Note: Many System Variables duplicate the Action Variables to provide increased compatibility with legacy applications and 3rd Party Application Notes.
User-Defined Actions Action Variables Note &T and &U variables accept a relative addition of time in the format &U+’30’ results in the current time plus 30 minutes. The number of minutes must be within single quotation marks. Example: A Set Phone Status Message action can be specified selecting the OUT TO LUNCH message and a second line of UNTIL &U+’30’. If this action is used at 11:55 AM, then the resulting message on Net Phone is OUT TO LUNCH UNTIL 12:25 PM.
User-Defined Actions Action Variables Importing Actions When the Net Phone program starts up, it automatically imports actions from the compiled NET_PHN.ACS action file plus all action files (*.ACx) it finds in its startup folder. The last character used in the extension of the file name defines how the action file is treated on importing: • .ACI – These files are individual actions created by Exporting Actions.
User-Defined Actions Action Variables Testing Actions While in the Add/Edit Action screen, a Show Test/Done Testing button is offered. Pressing this button when it is titled Show Test, will expand the window to a set of “Test Values" that can be set representing the variables used within the action. This sets the values of any real time variables for testing your action.
Using Net Phone Features 4 This chapter defines how to use PBX features from Net Phone. Features included are Call Handling, PBX, Call Center, and Outlook features. Personal Call Handler rules can be created to respond and take actions on calls automatically, or Programmable Buttons can be used for even easier access to many features. Call Handling Features Call Handling features include how to dial, answer, hold, transfer and hang up calls.
Using Net Phone Features Call Handling Features ³ Using Net Phone Dialpad 1. Click the dialpad button to expose the dialpad. 2. Enter the number to be dialed including a trunk access code; the call will proceed automatically once a valid number is entered. ³ Hot Key Dialing 1. Highlight a telephone number in another application. 2. Using the keyboard, press the key combination assigned for Hot Key Dialing. The call will proceed dialing the number highlighted.
Using Net Phone Features Call Handling Features Answering Calls Typically the longest ringing calls are answered first, but calls can be answered in any order with a click of the button. ³ To Answer Oldest Call ³ While a call is ringing, click the Answer button . or double-click on the top call in the Calls View Window. or press the Answer Hot Key (F9). Note: Net Phone must have focus for the key to work. ³ To Answer Calls in Any Order ³ Double-click on the selected call in the Calls View Window.
Using Net Phone Features Call Handling Features Transferring Calls ³ Using Transfer Button 1. While talking with a caller, click the transfer button to get intercom dial tone or right-click on the call in the Call View Window and select Transfer. 2. Using the keyboard enter the number to transfer the caller to, press Enter when done. or use the on-screen dial pad and dial the number. Once the PBX recognizes a valid number, the call will proceed automatically.
Using Net Phone Features Call Handling Features Viewing Extra Call Information Net Phone has the ability to attach, retain, and display extra information taken on a call. This could include information input by an IVR, added/attached information by the Call Router, attached from a database, or added by any user who handled the call. This information is retained with the call as it is transferred about in the phone system.
Using Net Phone Features Call Handling Features ³ To Add or Change Information 1. With the “Call Info” window open, place the cursor into the box to be changed and use the keyboard to add or erase information. Note The ability to add or change information is controlled by Preferences>Extra Info settings. 2. Click the Update button to save the new information. Once changed, other programs will use this information.
Using Net Phone Features Phone Feature Operation Phone Feature Operation Status messages and Call Forwarding is available on Net Phone. Status Messages User can set the Status message so that others can know the user’s status. ³ Setting DND Message Only 1. Right-click the button to bring up the Set DND or Status Message window. 2. Change the selection to Status Msg Only On 3. Use the pull down listing and select a DND Message. 4. When needed enter additional information on the Custom 2nd Line. 5.
Using Net Phone Features Phone Feature Operation Call Fowarding ³ To Set Call Forwarding 1. 2. 3. 4. Right-click the button. Choose a Forwarding type from the pull-down listing. Enter a Destination for the forwarded calls. Click Save to compete the setting. ³ To Clear Call Forwarding 1. Right-click the button. 2. Choose from the pull-down listing. 3. Click Save to remove the previous setting.
Using Net Phone Features Call Center Features Call Center Features The ACD actions can be used to Log In / Log Out to/from ACD groups. Going temporarily unavailable and an ability to end wrap times can be part of the features available. Additional Call Center features are possible using User Programmable buttons. Logging In or Out ³ Click the ACD Log button to open the ACD Login/Logout window. Note The right list box shows available groups for the identified agent number.
Using Net Phone Features Call Center Features ³ To Log Out 1. Highlight the group name(s) in the left-hand box and click the >>Log Out button. 2. Click Done when finished. Changing Agent Status 1. Click the ACD Status button. The following ACD Agent Status window will appear: ³ To Make Agent Unavailable 1. Use pull-down list and choose a reason. 2. Click the Make Unavailable button. 3. Click Done. ³ To Make Agent Available 1. Click the Make Available button. 2. Click Done.
Connecting Headsets 5 Plantronics Wireless Headset CS50-USB and CS60-USB DECT This is a User Guide for Plantronics USB Wireless headsets used with Net Phone 5.0 Softphone.Key features when used with Net Phone 5.0 include: • Net Phone interfaces directly with the CS50USB or CS60-USB DECT headsets without any middleware software. • Each Net Phone user can select from 100’s of different sounds to be played when a call is ringing.
Connecting Headsets Plantronics Wireless Headset • The headset power is automatically turned off by Net Phone whenever a call is not active and automatically restored upon receiving a call to save talk time battery. • The speech volume (listening) can be adjusted on the headset as well as on Net Phone, and the microphone volume (talking) can be easily adjusted in Net Phone.
Connecting Headsets Plantronics Wireless Headset Headset Controls and Operation • Charging Indication (1) – Red LED on left side of base indicates when the headset is being charged. This indication is part of the Plantronics Headset base and not affected by Net Phone 5.0. • Status Indication (2) – Green LED on right side of base lights when powered. This LED flashes when the wireless connection is active and transmitting. It will be steady when powered up and idle. Net Phone 5.
Connecting Headsets Plantronics Wireless Headset • Listen Volume Control (4) – Pushing the button up will raise the volume in the ear piece, pulling the button down will lower the volume in the ear piece. Each push will step the volume level up or down one level. • Smart Button (4) – This button functions similarly to a Hold button on a phone – note you must press and hold this button for 2 to 3 seconds for it to operate.
Connecting Headsets Trouble Shooting Trouble Shooting If you loose audio on a call after about 6 seconds, check for the Plantronics PerSonoCall application and disable the option: "Enable headset only for phone calls (extends battery life)" Strata CIX Net Phone UG 04/08 87
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Using Microsoft Outlook 6 Dialing from within Outlook When Outlook Phone Link has been installed, a "Phone Icon" will appear on your Outlook main Tool bar. Then when you are in any Outlook Contacts folder and you have a contact highlighted, you can press this button to dial. A dialing screen will pop up showing each of the phone numbers available for that contact. Simply select the appropriate phone number and press the Call button to place the call.
Using Microsoft Outlook Incoming Calls Note If you setup a rule to trigger on "When Ringing", you may NOT want to have the action automatically open a Contact or Journal because it will do this for every matching call whether you are present or not. So, if while you're away from your desk, you have missed 20 outside calls that rang on your phone, you could have 20 different Contact screens and 20 Journal screens popped up on your PC screen. A better alternative is to have your "When Ringing...
Using Microsoft Outlook While on a Call While on a Call Whenever you are on a telephone call (incoming or outgoing) you can right-click on the call (Call Information or LCD Display window) and select “View Info” to pop up the Standard Call Info screens shown below. Within these screens, buttons are offered to Open Contact, create a New Contact, Lookup the person in Outlook, or open a Journal (Add Journal) entry in Outlook.
Using Microsoft Outlook Integrating with Outlook Calendar Integrating with Outlook Calendar One typical integration with Outlook Calendar is to put Appointment information on DSS key such that all other Net Phone users know your current presence status. This example will turn on the DSS key with Status Message only and turn off the message when the scheduled meeting is over.
Using Microsoft Outlook Integrating with Outlook Calendar Step 2: Create Personal Call Handler Rules Two Personal Call Handler Rules will be needed, both using the Outlook Calendar Appointment event which sends a message when an appointment starts and a second when it ends. In this example, I want to trigger the setting of the DSS message for any Calendar Status to ensure all appointments are reflected and also for any Event Importance and any Subject.
Using Microsoft Outlook Integrating with Outlook Calendar Step 3: The Final PCH Rules The main thing is to ensure that the PCH rule to “Clear DSS Message” must follow “Set DSS Message”. If not, the “Set DSS Message” triggers on ‘any’ Calendar Status including ‘Free’ and the clear command would be followed by a command to set the message, thus the message would never clear. The final set of PCH rules should be in the order of items 3 and 4 in the PCH Rules screen.
Personal Call Handler 7 This powerful feature of Net Phone allows you to create Call Handling Rules to automatically take actions when certain events occur and specific conditions are true. That is, you create a rule so that (1) when an Event occurs, and (2) if certain conditions are true, and then (3) perform specific Actions.
Personal Call Handler Creating Personal Call Handling Rules Creating Personal Call Handling Rules The following items will define how to edit, delete or add new rules. Many rules can be created and exist simultaneously. To allow rules to be defined and not applied, an enable/disable check box appears before each rule to make it easy to disable or enable different rules are different times. The order of the listing of the rules determines the sequence the rules will be used.
Personal Call Handler Creating Personal Call Handling Rules ³ To Add or Change a Call Handling Rule ³ Click the Add button or highlight the rule to be changed and click Change.
Personal Call Handler Creating Personal Call Handling Rules Step 1: Select a Triggering Event and Set the Conditions The types of events that can be used to trigger a rule can be divided into call related triggers, system triggers, and status change triggers. Each grouping is show below along with the Conditions offered for the trigger to take effect: • Call Ringing – Whenever a call rings on the phone. • Call Type – Select the call type for the ringing call.
Personal Call Handler Creating Personal Call Handling Rules • Call Answered – Whenever a call is answered on the phone. • Call Type – Select the call type for the ringing call. • Call Direction – Select the direction of the call to be triggered. • Caller ID Number – Select a Caller ID number. For the last two options, enter a specific number in the box including wild card characters when needed. See Like Matches and Unlike Matches for use of wildcards.
Personal Call Handler Creating Personal Call Handling Rules • Call Disconnect – Whenever a call leaves the phone (whether the caller hung up or the call was transferred or forwarded). • Call Type – Select the call type for the ringing call. • Call Direction – Select the direction of the call to be triggered. • Call was Answered – Select whether the call was answered. • Net Phone Startup – Happens whenever the Net Phone software starts up and is in full operation with the PBX.
Personal Call Handler Creating Personal Call Handling Rules • FWDed/XFRed Call Ringing – Whenever a call rings on the phone that has been either Forwarded or Transferred from another extension. • Call Type – Select the call type for the ringing call. • Phone State – Select the Phone State when the call arrives. • FWD/XFR Ext # – Select the extension number the call is from. For the last two options, enter a specific number in the box including wild card characters when needed.
Personal Call Handler Creating Personal Call Handling Rules • Status is Idle – Whenever the station is idle and the DND button is toggled or whenever an ACD agent ends “wrapup” time and becomes available to take a call. • Do Not Disturb Status – Select whether the station is to be considered idle when the DND Status is... • ACD Agent Status – Check the box to trigger when an agent goes idle after completing the “wrapup”.
Personal Call Handler Creating Personal Call Handling Rules • Outlook Calendar Appointment – An event that occurs at the start time of the appointment and again when the appointment time ends (‘Free’). • Calendar Status – Select to match the Outlook Calendar Status options: Any, Free, Busy, Out of Office. • Event Importance – Select to match the Outlook Calendar Importance options: Any, Low, Normal, or High. • Subject – Select either Any or Matches this Subject.
Personal Call Handler Like Matches Like Matches When you design a Rule to trigger using a Specific Number (for the CallerID number or Account number) or on a Specific Name (for the CallerID name) you can design the rule to either search for an exact match or a “LIKE” match. A “LIKE” match simply uses wildcard characters in the string that you specify to accept a range of values.
Unlike Matches In addition, you can precede any of the search strings with the characters <> to request all matches that "aren't equal" or "aren't Like". Example: To trigger on any caller from NOT from your area code 602: Set the Specific Number on Caller ID Number to: <>602*. Step 2: Apply User-Defined Actions This section will define how to apply the User-Defined Actions to a Personal Call Handling Rule. • Set an Immediate Action – Pull down the listing and select the action to be applied immediately.
Personal Call Handler Export Rules Export Rules Once a rule has been designed, exporting the rule is recommended to provide a backup copy and that file can be copied to other Net Phones. To export a rule, you will need to be in the Add/Edit Rule screen and click the Export Rule button. Pressing Export Rule copies the details of the rule into a special file named: xx.RUI where 'xx' is a number assigned by the system corresponding to the rule number (i.e. 2.ACI).
Personal Call Handler Importing Rules Importing Rules When the Net Phone program starts up, it automatically imports rules from the compiled NET_PHN.RUL rules file plus all rule files (*.RUx) it finds in its startup folder. The last character used in the file name extension defines how the rule file is treated when importing: • .RUI – These files are individual rules created by exporting. These will be imported only when a rule using the same name does not exist in the compiled file.
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Using Companion Applications 8 Net Phone provides a powerful open architecture that allows companion applications to add features and functions. These companion applications inherit the look-and-feel of Net Phone and act as if they are “part of the Net Phone” and are provided as Options Buttons on the Main Screen. Net Phone ships with several companion applications, including Call History, Extension Directory, Feature Directory, Personal Speed Dial Directory, Extra Buttons, and an Integrated Web Browser.
Using Companion Applications Directories Finding Entries The Find window used in conjunction with the sort column is used to quickly locate desired entries in large directories. Select a column where the entry is to be found, enter into the Find window characters to match. • By Last Name – Sort using the Name column then start typing letters to find the name. Enter additional letters to narrow the search. Note: The find feature is not case-sensitive. Typing an “A” is the same as typing an “a”.
Using Companion Applications Directories • Additional Options – Right-click on the entry to access a menu of the other functions: Note Not all options may be available due to the settings for the Option Button. • Call Now – Place a phone call to this person or extension. (Same as doubleclicking.) • Edit – Allows you to Add, Change, Delete, and Copy entries (typically available only in the Personal directory). • Print Listing – Print a listing of all entries shown in the directory.
Using Companion Applications Directories Speed Dial Directory List of telephone numbers. The user may add entries to provide fast access to frequently dialed numbers. • To Call – Press Enter to dial the highlighted number, or double-click the desired number from the list. • Add by Drag and Drop from Outlook – Drag a contact from Microsoft Outlook to the Directory and automatically add to the list.
Call History Net Phone automatically creates a log of calls dialed and received on the local telephone extension. This Call History provides the user with a valuable log of his or her phone calls. • Pages Buttons – Call History automatically creates ‘pages’ when the log becomes too large. Use the ‘Previous’ and ‘Next’ buttons to move between the various pages. Call History creates Pages when the call log exceeds a certain number of Call records to improve performance.
Using Companion Applications Call History • Phone – the phone number you dialed (outgoing,) or the CallerID Number / ANI (incoming.) • Name – The name of the person you called (based on Outlook), or who called you (based on CallerID.) • Dur –The Duration or length of time the call spent on this Net Phone extension, in hours, minutes, and seconds. This time does not include any time the call spent on any other extensions before or after being on this extension.
Using Companion Applications Call History • Additional Options – Right-click on the entry to access a menu of other functions: • Call Now – Dial the phone number using Net Phone. • View Info – Provides a read-only view of all of the information about the call, including the “Notes.” Note: You cannot change this information – you can view and copy/paste it to other applications. • Find Similar Calls – Enables the Filters option pre-configured with information to match the selected call.
Using Companion Applications Call History • Export Listing – Export the listing using either a CSV or Text format. • Listen to Call – When the Tracer Integration is provided, this button provides a link to Replay to allow the recording to be played back. • Filtering – Use filters to limit the number of calls or view a certain type of calls. For example, you might want to see only the calls you made/received in the last 7 days.
Using Companion Applications Call History • Account Codes – Choose “All” for calls with any or no account code. Use the “Starting with” option to limit the search to calls matching or starting with a specific account code. For example, ‘123’ returns calls with account codes 123 and 123xxx. • Press the Search button to find the calls (on the current page) that match ALL of the selected options. Call History will update the “Calls” counter and “Call Display” area on the main screen.
Browser Window Net Phone provides an integrated web browser window for access to Internet or Intranet locations, or direct access to local HTML files. In addition to basic browsing, you can create custom web applications to extend the functionality of Net Phone for your business. For example, your call center could have incoming calls automatically open the Net Phone browser window to a “Caller Survey” page.
Using Companion Applications Presence Viewer Presence Viewer ³ To assign the Presence Viewer to one of Net Phone buttons The Presence View can be assigned to one of the Options Keys. 1. Right click the Options Key and select the Change Key.
Using Companion Applications Presence Viewer 2. In the Set Options Key window, select Presence Viewer from the Key Type drop down menu. Assign any name to Key Label shown on the Options Button or Tool Tip shown as the mouse over text. ³ To manage the Presence Viewer 1. Click the Options Key assigned for the Presence Viewer. 2. To manage the group, right click on My Group in the left pane and select Change this Group.
Using Companion Applications Presence Viewer 3. Use the double arrow buttons to add or remove users from the group (shown right). ³ To use the Presence Viewer The Presence Viewer window shows the status of users. ³ Right click the member to start Chat or call the person through Net Phone. Note The binocular icon on the top left provides menus such as Sort or Icon view as well as Help.
Using Companion Applications Other Applications Other Applications Several other applications integrate with Net Phone. For more details on these applications, please see the documentation on each of these products. Chat An integrated text-messaging function that allows you communicate with other Net Phone users using text messaging ‘calls’ even while you’re busy on the phone. See the Chat User Guide for instructions on its use.
Index A about this book conventions, vi organization, v related documents, vii account code, 48 account number, 51 ACD call ringing, 101 ACD Keys, 43 ACD key view, 15 ACT, 1 action keys, 43 actions creating actions, 47 importing, 71 testing, 72 action variables, 67 always on top, 14 answer, 42 audio control, 5 auto startup, 36, 37 B bank of buttons, 35 browser, 118 browser button, 35 buttons ACD, 6 browser, 35 Strata CIX Net Phone UG call handler, 10 call handling, 3 call history, 34 chat, 36 close, 9, 1
Index D~G call answered, 99 control, 42 disconnect, 100 extra call info, 77 forward, 3 history, 15, 113 logging, 15 modify, 51 results, 21 retrieve, 78 ringing, 98, 101 transfer, 66 types, 15 variables, 67 call center, 81 call fowarding, 80 call handler mode, 9 call handler rules, 9, 93 add or change, 97 creating, 96 delete, 96 call history, 38 call info export, 49 calls answering, 75 hold, 78 outgoing, 73 transferring, 76 chat, 31, 36, 122 color back, 40 default, 40 text, 40 companion application windows,
Index H~N H hangup, 42 headset controls, 85 installation, 84 operation, 85 trouble shooting, 87 volume control, 86 help, 8 hold, 42 home area code, 18, 20, 23 outside, 24 L LCD display, 3 local dialing plan, 20, 22 logging in or out, 81 log string, 50 lookup, 50 low profile, 14 M menu advanced, 28 chat, 31 message waiting, 15 Microsoft, 1 Outlook, 1 Windows ’98, 1 Windows 2000, 1 Windows NT 4.
Index O~T startup, 100 streamlined view, 2 O OAISYS, 38 auto call record, 5 Tracer, 5, 38 On manual dialing, 18 options, 28 outlook calendar, 92, 103 dialing, 89 incoming calls, 89 lookup, 50 outlook integration, 18 outside numbers, 21 P PCH rules, 94 personal directory, 33 personal power dialer, 37, 122 phone forwarding, 64 phone number, 51 test, 24 phone screen, 50 pop up, 14 popup, 29 power dialer, 21 preferences, 13 user, 14 presence, 119 programmable keys, 39 R ready to dial, 21 re-dial, 73 redial,
Index U~W TASKE Contact, 48 testing actions, 72 transfer, 42, 66 trunk access code, 20 U URL, 35, 53, 54 user defined action Keys, 43 user Preferences, 14 V value, 52 variables, 67 system, 69 views regular screen-docked, 7 screen docked, 7 slim screen-docked, 7 volume controls, 5 W WAV file, 53 web browser, 35, 53, 54 web keys, 44 Strata CIX Net Phone UG 04/08 127
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