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Contents

1 Introduction............................................................................................1

1.1 What's New in This Release....................................................................................................... 1

1.2 About Mitel MiVoice Business Console.......................................................................................7

1.3 About the Document Set............................................................................................................. 7

1.4 About Getting Help.......................................................................................................................8

2 The Console Interface........................................................................ 10

2.1 Main Window..............................................................................................................................10

2.2 Toolbar........................................................................................................................................13

2.3 Configuring the Toolbar..............................................................................................................14 2.4 Call Handling Buttons................................................................................................................ 14 2.5 Operator Status Area.................................................................................................................17

2.6 Tools Area.................................................................................................................................. 18

2.7 Directories Area..........................................................................................................................19

2.8 Customize the Directories Area.................................................................................................20

2.9 Queued Calls Area.....................................................................................................................22

2.10 Customize the Queued Calls Area..........................................................................................25

2.11 Source and Destination Area...................................................................................................26

2.12 Customize the Source and Destination Areas.........................................................................27

2.13 Softkey area.............................................................................................................................28 2.14 Status Area.............................................................................................................................. 28

2.15 PC Keyboard............................................................................................................................29

2.16 Using the PC Numeric Keypad to Dial Numbers.....................................................................34

2.17 Using the On-Screen Keypad ......................................................................................35

3 Getting Started.................................................................................... 37

3.1 Start the MiVoice Business Console Application.......................................................................37

3.2 Set Operator Present/Absent.....................................................................................................37

3.3 Set Day and Night Service........................................................................................................39

3.4 Exit the Console Application......................................................................................................40

4 Managing Audio.................................................................................. 41

4.1 Manage Audio on the PC..............................................................................................41

4.2 Audio Panel................................................................................................................................43

4.3 Turn Console Ringer On or Off................................................................................................. 47

4.4 Adjust Ringer Volume................................................................................................................ 48

4.5 Adjust the Headset or Handset Volume.................................................................................... 49

4.6 Headset Button Control..............................................................................................................50

5 Call Handling Basics.......................................................................... 52

5.1 Answer Calls ................................................................................................................52

5.2 Make Calls................................................................................................................................. 53

5.3 Transfer (Extend) and Retrieve Calls........................................................................................ 54

5.4 Hold and Retrieve Held Calls.................................................................................................... 56

5.5 Park and Retrieve Parked Calls................................................................................................ 58

5.6 Conference Calls........................................................................................................................59

5.7 Answer Recalls...........................................................................................................................60

    5.8 Recover a Released Call     .............................................................................................61

    5.9 Transfer a Call to a Voice Mailbox     ...............................................................................62

5.10 Pick Up Calls........................................................................................................................... 63

5.11 Mute/Unmute Calls...................................................................................................................63

5.12 Generating Tones During a Call .................................................................................64

5.13 Managing Calls in the Directories Area...................................................................................65

5.14 Managing Calls in the Transfer Assistant................................................................................67

6 Accessibility for Visually Impaired Operators..................................70

6.1 Configuration.............................................................................................................................. 70

6.2 Navigation and Shortcut Keys................................................................................................... 70

6.2.1 Menu Accessibility............................................................................................................70

6.2.2 Accessing Icons...............................................................................................................71

6.3 Using the Search Feature..........................................................................................................73

7 Advanced Features.............................................................................75

7.1 Account Codes...........................................................................................................................76

7.2 Additional Database Fields Feature...........................................................................................76

7.3 BLF List Select on Answer........................................................................................................77

7.4 Busy Lamp Field (BLF)..............................................................................................................77

7.5 Busy Lamp Field Lists............................................................................................................... 79

7.6 Busy Lamp Field Status Icons...................................................................................................81

7.7 Bulletin Board.............................................................................................................................82

7.8 Calendar Advisory Messages.................................................................................................... 83

7.9 Call Answering Priority...............................................................................................................83

7.10 Call History...............................................................................................................................84

7.11 Cancel Call Forwarding............................................................................................................85

7.12 Clear All Features....................................................................................................................85

7.13 Clear Phone Book on Answer................................................................................................. 86 7.14 Comments in the Directories Area...........................................................................................86

7.15 Do Not Disturb (Extensions)....................................................................................................87

7.16 Dynamic Status........................................................................................................................88

7.17 Email.........................................................................................................................................89

7.18 Emergency Calls......................................................................................................................90

7.19 Incoming Calls Threshold........................................................................................................ 91

7.20 Instant Messaging....................................................................................................................92

7.21 Instant Messaging Chat Groups..............................................................................................95

7.22 Master Profile...........................................................................................................................96

7.23 MS Office Calendar Integration............................................................................................... 97

7.24 Configuring MS Office Calendar Panel....................................................................................98

7.25 Configuring MS Office Calendar Panel Without Azure Active Directory................................ 106

7.26 Calendar Integration Usage...................................................................................................110

7.27 Troubleshooting......................................................................................................................112

7.28 Multiple Company Directory...................................................................................................112

7.29 Operator Hold.........................................................................................................................112

7.30 Override..................................................................................................................................113

7.31 Paging .......................................................................................................................113

7.32 Phone Book............................................................................................................................114

7.33 Phone Book Lookup Upon Answer........................................................................................115

7.34 Phone Book Search All..........................................................................................................116

7.35 Presence................................................................................................................................ 116

7.36 Presence (Operator)...............................................................................................................118

7.37 Resilient Talk State................................................................................................................ 119

7.38 Scratch Pad............................................................................................................................119

7.39 Screen Pop............................................................................................................................ 120

7.40 Serial Call...............................................................................................................................120

7.41 System Speed Call................................................................................................................ 120

7.42 Teleworker/Remote Operation................................................................................................121

7.43 Transfer Mode........................................................................................................................121

7.44 Transfer Assistant.................................................................................................................. 122

7.45 User Messaging..................................................................................................................... 123

8 Guest Services..................................................................................124

8.1 About the Console Display (Guest Services).......................................................................... 124

8.2 Display Rooms.........................................................................................................................126

8.3 Change Room Information.......................................................................................................126

8.4 Change Room Occupancy and Condition Status....................................................................127

8.5 Check-in/Check-out..................................................................................................................128

8.6 Set and Clear Wake-up Calls..................................................................................................128

8.7 Set Guest Language................................................................................................................129

8.8 Set VIP Status..........................................................................................................................129

8.9 Set VIP Wakeup.......................................................................................................................129

8.10 Set Do Not Disturb Status..................................................................................................... 130

8.11 Set Call Restrictions...............................................................................................................130

8.12 Block Room-to-Room Calls....................................................................................................131

8.13 Monitor Guest Rooms............................................................................................................131

8.14 Clear Message Register........................................................................................................ 132

8.15 Print Reports.......................................................................................................................... 132

9 Configuration Settings......................................................................134

9.1 Directory Administration Configuration.....................................................................................134

9.2 Directory Administration Maintenance..................................................................................... 135

9.3 Options (Answer Priority).........................................................................................................135

9.4 Options (Application Settings)..................................................................................................136

9.5 Options (Busy Lamp Field)......................................................................................................137

9.6 Options (Calendar)...................................................................................................................137 9.7 Options (Call History)...............................................................................................................138

9.8 Options (Master Profile)...........................................................................................................139

9.9 Options (Keyboard)..................................................................................................................140

9.10 Options (Queued Calls)......................................................................................................... 141

9.11 Options (Tools)....................................................................................................................... 141

9.12 Options (User Messaging)..................................................................................................... 142

10 Disclaimers and Trademarks......................................................... 144

10.1 Disclaimer...............................................................................................................................144

10.2 Trademarks.............................................................................................................................144

    Introduction    1

This chapter contains the following sections:

4. What's New in This Release
5. About Mitel MiVoice Business Console
6. About the Document Set
7. About Getting Help

    1.1    What's New in This Release

What's New in Release 10.1

MiVoice Business Console 10.1 includes the following features and enhancements:

4. Support for Visually Impaired Operators
5. Visually impaired operators can use MiVoice Business Console with the help of JAWS (Job Access With Speech) screen reading software. With JAWS installed on the computer, operators can read and interact with MiVoice Business Console using their screen readers or Braille displays.
6. Secure Connection
7. The console supports Transport Layer Security (TLS) connections to the MiVoice Business when the MiVoice Business TLS system option is enabled. With this option enabled, if MiVoice Business Server supports TLS 1.3 protocol, then MiVoice Business Console negotiates and connects with TLS

1.3 protocol, else it will fallback to TLS 1.2 protocol, providing backward compatibility with the earlier TLS protocol.

8. Added a note to inform users about audio issues during calls when the PC volume is lowered to zero or the headset speakers are muted.
9. Updated the format for the MiVoice Business Console User Login ID in the Administrator Help to avoid confusion.
10. Added a note to inform users that, the User-Messaging/Chat feature is not supported in VHOC mode, but the Options menu where the Admin can enter the necessary login details to enable the feature is still accessible.
11. Added information on hotel reports and configuring the printer to print the reports.

What's New in Release 10.0 SP1

MiVoice Business Console 10.0 SP1 includes the following features and enhancements:

3. Supports Mute Synchronization between MiVoice Business Console and supported headsets.
4. MiVoice Business Console supports to keep individual call history entries for each transaction and display the call time in either the local time zone or in UTC Universal Time.
5. Support for Windows 8.1 ended on January 10, 2023. We recommend you move to a Windows 11 PC to continue to receive security updates from Microsoft.

Document Version 1.0

1

Operator Help

What's New in Release 10.0

MiVoice Business Console 10.0 includes the following features and enhancements:

2. MiVoice Business Console supports Calendar integration for MS Office 365 without Microsoft Azure Directory.
3. Updated GUI colors and icons.

What’s New in Release 9.3

MiVoice Business Console 9.3 includes the following features and enhancements:

4. Support for Windows 11
5. Support for Postgres Release 14
6. Volume controls have been added in the Audio Panel to allow you to adjust the ringer volume on Voice Headset/Handset devices.
7. MiVoice Business Console supports Calendar integration and has been updated with the additional steps for Integrating the MiVoice Business Console with Microsoft Active Directory.

What’s New in Release 9.2

MiVoice Business Console 9.2 includes the following features and enhancements:

8. CloudLink Authentication:
9. The console supports CloudLink Authentication for CloudLink Chat. If CloudLink Authentication is enabled in the MiCollab server, operators can log in to CloudLink using the Chat icon in the main window status area. Operators can also log out from this area or configure the option to logout on exit.
10. CloudLink chat enhancements:
11. Operators can create chat groups using the Groups button in the chat window.
12. Chat window search includes groups that an operator belongs to.
13. A Read by indication is displayed when a sent message has been read by one or more chat participants.
14. An Is Typing indication is provided when a chat participant types a response to a chat message.
15. When in ADF mode, an LCS column is no longer needed to enable chat capability.

What’s New in Release 9.1 SP1

MiVoice Business Console 9.1 SP1 includes the following features and enhancements:

5. A new option in the Audio panel allows advanced audio device configuration.
6. With CloudLink Chat, you can now view a chat contact's phone number(s) and place calls from the chat window.
7. Installation of the console in teleworker mode is now simpler with support for the MiVoice Border Gateway installer password in the MiVoice Business Console's Configuration Wizard.
8. Windows 7 is no longer supported.
9. Support for Postgres Database Release 12.

What’s New in Release 9.1

MiVoice Business Console 9.1 includes the following features and enhancements:

10. User Messaging Enhancements
11. The MiVoice Business Console now supports CloudLink Chat when the option is enabled on the MiCollab Client Server. When CloudLink Chat is enabled, chat messages can be sent to a contact, even if the contact is off-line. Presence is represented by a blue chat icon to indicate CloudLink Chat is enabled.
12. The following additional enhancements are available for both CloudLink and MiCollab chat:
13. A new chat window is available within the tools window. The window lists active chats on the left side and conversations on the right side.
14. The console toolbar now supports a new chat button. The chat function can also be assigned to a configurable keyboard key.
15. Improved notifications are provided when a new chat message is received. These include, unread message indications on the toolbar chat button and within the chat window, and windows visual and audible notifications.
16. Chat history support.
17. Emoji support (CloudLink chat only)
18. Up to 16 MiVoice Business Consoles can now be supported in a MiCollab Solution with 20,000 contacts.
19. The port that the console uses to connect to the MiCollab Client Server is Port 36008 (instead of 6807 or 18100). Refer to the MiVoice Business Console Installation Guide for the updated port diagram.

What’s New in Release 9.0 SP1

MiVoice Business Console 9.0 SP1 includes the following features and enhancements:

7. Microsoft Office 365 Support
8. MiVoice Business Console supports calendar integration with Microsoft™ Office 365.
9. Call History Enhancements
10. The Call History panel allows you to configure the number of entries returned from a call history search.
11. The console supports call back to caller's number directly from the Call History panel.
12. External LDAP Call Display
13. MiVoice Business Console supports call display of names obtained from an external LDAP server if the MiVoice Business Multilingual Name Display using External LDAP feature is configured.

What's New in Release 9.0

MiVoice Business Console 9.0 includes the following features and enhancements:

Phone Book Search - Search Within Name and Text Fields

3. In ADF directory mode, the operator can now enable or disable phone book searching for characters within in a name or text field.
4. MiVoice Business Secure Connection
5. The console supports Transport Layer Security (TLS) connections to the MiVoice Business when the MiVoice Business TLS system option is enabled. For security certificate management details, refer to the MiVoice Business Console Administrator Help and MiVoice Business Console Installation Guide.

What's New in Release 8.0 SP3

MiVoice Business Console 8.0 SP3 includes the following features and enhancements:

2. Customizable Keyboard Keys
3. You can assign PC keyboard keys to the frequently used console functions. What's New in Release 8.0 SP2

No new features.

What's New in Release 8.0 SP1

MiVoice Business Console 8.0 SP1 includes the following features and enhancements:

2. Support for Master Profile
3. Master Profile allows configuration settings to be shared by a group of console users. The administrator sets this feature up on each console within the group. As part of the setup, the administrator designates a master console user responsible for selecting settings to be included in the master profile, making changes to those settings, and generating a master profile file containing the settings. The master profile file is subsequently imported when console users within the group start their console.

Note: Master Profile replaces the Backup/Restore function that was available in earlier releases.

6. Support for Postgres Database Release 9.6
7. MiVoice Business Console now supports Postgres Database Release 9.6 for the Call History feature.
8. Phone Book Search
9. The operator can perform a phone book search for characters contained in a name or text field in ADF directory mode.

Microsoft Exchange Server 2016

7. MiVoice Business Console supports Microsoft™ Exchange Server 2016.

What's New in Release 8.0

MiVoice Business Console 8.0 includes the following features and enhancements:

19. Documentation Improvements
20. A new section called "What's New in this Release?" has been added.
21. The MiVoice Console Help has been divided into two separate Help files: MiVoice Business Console Operator Help and MiVoice Business Console Administrator Help.
22. MiVoice Business Phone Book Directory Support
23. In MiVoice Business Release 8.0, Phone Book enhancements allow the administrator to exclude non-dialable telephone directory entries from the console's Phone Book. Additionally, the console now displays longer user names, longer department and location strings, email addresses, and primary phone service indications.
24. User names can now contain multilingual characters by default. The Multilingual Name Display option has been removed.
25. User messaging and Calendar Integration features no longer require ADF as a prerequisite. ADF remains a prerequisite for MiCollab Service Federation with third-party servers.
26. Headset Answer/Release Support
27. The operator can now answer and release calls from Jabra™ and Plantronics™ audio devices".
28. BLF All List
29. A BLF list containing all monitored extensions is automatically generated.
30. Missed Calls Integration into Call History
31. You can see the missed call details under the Call History tab.
32. My Queued Calls
33. My Queued Calls, within the Queued Calls area, provides a comprehensive view of all the current calls in the console, that is, the Incoming, Held, Transferred, and the Parked calls.
34. Emergency Notification on Headset/Handset device
35. In addition to playing an emergency ring tone on the console ringer, the console will now play an emergency notification tone on a headset/handset device if the option to hear ringing on a headset/ handset device is enabled.
36. Configurable MAC Address
37. The administrator now has an option within the configuration wizard to assign a unique MAC address that has been provided by Oria to the console instead of using the default PC MAC address.

MiVoice Border Gateway Secure Connection

22. This new option controls whether the console connects to the MiCollab Client Server using a direct connection or a secure connection through the MiVoice Border Gateway.
23. Microsoft Windows 10
24. Support for Microsoft™ Windows 10.

What's New in Release 7.2 SP1

MiVoice Business Console Release 7.2 SP1 includes the following features and enhancements:

3. Mitel Brand Header Support.
4. Ability to search and sort when editing a BLF List.
5. Ability to display multi-line greetings and remarks in the Source area.

What's New in Release 7.2

MiVoice Business Console 7.2 includes the following features and enhancements:

2. Support for ISO-8859-1 character set (accented characters) in User Login ID and password, presence integration, chat, and IM functionality in User Messaging.
3. Support for MiVoice Border Gateway resiliency.

What's New in Release 7.1

MiVoice Business Console 7.1 includes the following features and enhancements:

6. Multilingual Name Display (UTF-8) — When ADF is enabled, this option allows multilingual names, such as Russian and Chinese, to display in many areas of the Console Display, such as the Phone Book, Busy Lamp Field, Call History, Source and Destination and so forth.
7. Enhancements to the Comments function — allows 1500 characters to be entered into a comment, and also allows the following: bold, underline, italics, as well as changes to font, text size, and style of text.
8. Number of ADF entries — increased to 130,000.
9. Number of BLF Private Lists — increased to 500.
10. New Ring Options — allows you to select a tone to be played for incoming calls.
11. Auto Unmute — lets you have a call automatically unmute when the called party answers during a supervised transfer.

What's New in Release 7.0 SP1

MiVoice Business Console 7.0 SP1 includes the following features and enhancements:

5. Support for Exchange 2013.
6. Support for Windows 8 Touchscreen.
7. Support for Comments in Transfer Assistant.
8. Support for incoming call ringing on headset/handset devices.
9. Support for a unique PC-based MAC address for hosting deployments.

1.2    About Mitel MiVoice Business Console

The MiVoice™ Business Console is an integrated console application for MiVoice Business. It features an intuitive user interface for smooth, efficient call handling.

The MiVoice Business Console requires the following:

3. a Windows PC with Microsoft Windows 10, or Windows 11
4. a Bluetooth headset, or USB headset or handset, and
5. a full-size keyboard with a numeric keypad or a USB keypad, and speakers If you require assistance using Help, see About Getting Help.

About the Console Users

In this Help system, you may see Console users referred to by different names. For the purposes of this guide, Console users fit into two main categories. These roles may be assumed by console operators themselves, or a lead operator, depending on the size of your call management team. Roles may also overlap.

2. Console Administrators - typically responsible for installation, upgrades, configuring and maintaining operator and user data (for example, for the Call History or User Messaging feature), enabling specific features, and performing high-level system administration.
3. Operators - these users use the Console to effectively interface with callers directly, using console features and functionality to handle calls.

1.3    About the Document Set

In addition to this help, your MiVoice Business Console comes with a comprehensive set of printable and electronic documentation, including the documents listed in the following table.

Document Name	Description
MiVoice Business Console Quick Reference Guide	Introduces the main features of the MiVoice Business Console and explains how to perform basic call-handling tasks.
MiVoice Business Console Operator Help	Describes the Console interface, how to get started, how to manage audio, how to handle calls, as well as advanced topics.
MiVoice Business Console Administrator Help	Describes the Configuration Settings and provides detailed procedures for configuring the console for such features as Additional Database Fields, Busy Lamp Field, Call History, User Messaging, and so forth.
MiVoice Business Console Installation and Configuration Guide	Provides detailed instructions for the console administrators who are installing and configuring the MiVoice Business Console.

Accessing the document set

Go to Document Center, for easy access to the Quick Reference Guide, Transition Guide, and Installation and Configuration Guide. You do not need a Mitel Online (MOL) account to download these end-user guides.

Conventions used in this guide

Throughout this guide, the Call Handling keys on the PC numeric keypad are in bold type, for example, Answer, Release, Hold, and Cancel. For example, press the Answer (Enter key). Call Handling buttons

are represented by their respective icon .

Softkey commands that appear on your screen and correspond to the Function keys (F1, F2, F3, and so on.) at the top of your keyboard are shown in brackets, for example, [Source] or [Destination].

See About keyboard controls for more information.

Note: In Microsoft Windows 10 and later, you have the option to use a touch screen.

In this guide, when the term Select, Click or Right-click is used, you may also use Touch Screen controls to perform the actions.

1.4    About Getting Help

Mitel programs feature standard Windows Help options to help you while you work. This help is available to you any time.

To access the Help system while you are working:

• Select Help from the main menu area, and then Operator Help or Administrator Help topics. Find help quickly

The Help system provides you with a number of ways to find information quickly:

To search	Use this feature
By topic	The Contents tab gets you directly to the information you need. This tab provides you with a complete list of the main topics in the Help system. To open a book in the list, double-click the book. To choose a topic, click the topic name. When you click a topic in the list, the Help system takes you directly to the relevant information.
By word or phrase	The Search function is a handy feature for finding a particular word or phrase across all topics in the Help system. To access the Search function, click the Search tab. The Search function lets you specify a word or phrase that relates to the subject you want more information about, then it links the subject you have specified to the relevant topic(s). At this point, you can select the topic that's most likely to have the information you are looking for. It is the quickest way to find the information you need.

Contact Mitel

World Headquarters

4000 Innovation Dr

Kanata, Ontario, Canada K2K 3K1

Telephone: 613-592-2122

Fax: 613-592-4784

Internet: http://www.mitel.com

The Console Interface    2

This chapter contains the following sections:

17. Main Window
18. Toolbar
19. Configuring the Toolbar
20. Call Handling Buttons
21. Operator Status Area
22. Tools Area
23. Directories Area
24. Customize the Directories Area
25. Queued Calls Area
26. Customize the Queued Calls Area
27. Source and Destination Area
28. Customize the Source and Destination Areas
29. Softkey area
30. Status Area
31. PC Keyboard
32. Using the PC Numeric Keypad to Dial Numbers
33. Using the On-Screen Keypad

2.1    Main Window

The main console screen includes nine panels or areas, which are shown and described below.

Table 1: Main window descriptions

Number	Panel/Area	Description
1	Menu	Provides access to the other areas of the Console screen and the ability to configure settings. Select from the drop down menus.
2A	Operator Status Area	Shows you at a glance the status of the console and operator devices — for example whether the console ringer is on or off and whether the system is in Day or Night Service.
2B	Tools	Provides access to the Console tools, including Scratch Pad, Bulletin Board, Emergency Calls, Chat, and Guest Services (if enabled).

Number	Panel/Area	Description
2C	Call Handling Area	Provides access to call handling functions.
3	Directories Area	Accesses the Phone Book application for finding users on the system. Also accesses the Busy Lamp Field application for obtaining the status (busy, idle, and so forth) of selected extensions. Call History is also available to search the call history of past calls handled by all operators.
4	Queued Calls Area	Displays detailed call information for Incoming Calls, Calls on Hold, Transferred Calls, Parked Calls, and My Queued Calls. Use these displays to answer and monitor call status, as well as retrieve or recover a call.
5	Transfer Assistant	When the Transfer Assistant is enabled, you will see the Transfer Assistant area above the Source and Destination areas. It displays the most frequent and recent destinations for the calling party.
6	Source and Destination	Displays the calling party (source) and the called party (destination) for all calls handled by the console.
Number	Panel/Area	Description
7	Call Waiting/Line	Provides visual indications of incoming calls on up to six lines plus a Recall line. This area complements the Incoming Calls display in the Queued Calls area by allowing you to view at a glance the number and priority of calls waiting, even when the Incoming Calls display is not visible. The background color of the line label associated with the incoming call indicates how many calls are waiting: green for one call, yellow for two calls, and red for three or more calls. The number in brackets, for example, (1), also shows you how many calls of a particular type are waiting.
8	Softkey Area	Displays softkey commands. The commands correspond to the Function keys on the computer keyboard.
9	Status Area	The status area displays information messages and the status of several features and functions of the MiVoice Business Console.

2.2    Toolbar

The console toolbar contains three areas:

3. Operator Status
4. Tools
5. Call Handling Buttons

You can configure the buttons in the Tools and Call Handling areas. You may want to change their position or delete buttons you don't use. See Configuring the Toolbar for more information. You cannot change or configure the buttons in the Operator Status area.

2.3    Configuring the Toolbar

You can configure the buttons in the Tools and Call Handling area. You may want to change their position or delete buttons you don't use. You cannot change or configure the buttons in the Operator Status area.

1. Right-click on an existing button.

OR

2. Right-click on a button area.

You will see a list of the available options that you can select. You have the option to Return Buttons to Default.

Expand the Toolbar

You can expand the toolbar if the MiVoice Business Console window has been made smaller and not all the buttons are visible.

•

Click the arrow  to extend the toolbar to show all the configured buttons.

2.4    Call Handling Buttons

The Call Handling buttons are grouped into the following areas:

2. Call Handling, and
3. Miscellaneous

You can click on a button in the Call Handling area to answer calls, put calls on hold, release calls, and cancel calls, and much more. See the table below. You can also change the position of buttons and add or delete buttons on the toolbar.

Call Handling buttons are context sensitive.

•

    A blue icon      means the button can be used.

•

    A red icon      indicates the button is active and can be used.

•

    A grey icon      means the button cannot be used in the current call context.

Miscellaneous buttons are used to report logs and used for third-party interfaces.

Call Handling Buttons

The table below describes the call handling buttons.

	CALL HANDLING
Button	Name	Meaning
	Answer	Answer an incoming call.

	Mute/Unmute	Press to mute or unmute the call. = Mute Off (you can be heard) = Mute On (you can't be heard)
	Tones	Allows DTMF tones to be generated when dialing into voice mail and other systems. = Tones Off = Tones On
	Hold	Place a call on hold.
	Voice Mail	Transfer a call to voice mail.
	Pager	Access paging equipment to make announcements.
	Recover	Retrieve the last transferred call.
	Cancel	Cancel or disconnect the call in the active Source or Destination area.
	Release	Release the call. Parties in the Source and Destination area are transferred together.
	Correction	Correct digits that have been dialed.
	Keypad	Open the keypad window for mousebased dialing and call handling.

Miscellaneous Buttons

The table below describes the miscellaneous buttons.

	MISCELLANEOUS
Button	Name	Meaning
	Report Problem	This button can be used to capture log information to aid in problem resolution.
	Third Party Interface	This button can be configured for a third-party application.
Blank	Open Button/Blank	Right-click to configure the button.

2.5    Operator Status Area

You can perform the following tasks using the buttons in the Operator Status area:

4. make the console absent or present
5. select day or night service
6. turn the ringer on or off
7. select the audio device that you are using and make adjustments to the volume

When you select a button in the Operator Status area, a drop-down menu appears. Choose the desired option. A check mark appears by the selected item.

2.6    Tools Area

The Tools buttons in the toolbar open the Scratch Pad, the Bulletin Board, Chat, and Emergency Calls. If enabled, Guest Services will be available.

The table below describe the Tools buttons. The Tools Window can be set (pinned ) to always remain on top of the other windows.

	TOOLS
Button	Name	Meaning
	Scratch Pad	Save telephone numbers for faster dialing or store names and numbers of callers for future reference.
	Bulletin Board	Post information for other operators to see and store speed dial numbers that all operators can use.
	Emergency Calls	Display information about emergency calls. Blue- no emergency calls Red- emergency calls in log
	Guest Services	Display, change or enter room information in a Hotel/Motel installation.
	Chat	Display or send chat messages. Blue - no unread chat messages. Blue with red dot - unread chat messages.

2.7    Directories Area

Within the Directories area, you will see the following four areas to help you handle calls:

•

 Phone Book allows you to search your system's directory for people and extensions.

•

 Busy Lamp Field (BLF) allows you to monitor the status of extensions and pick up calls ringing those extensions.

•

 Call History lets you view and search past call history records associated with all console operators configured to share the same database.

•

 My Call History allows you to view and search the call history records for calls handled by you.

If the Additional Database Feature is enabled on your console, you may see additional fields in the Directories area.

To access the Directories area

1. Click the corresponding tab in the Directories area.

OR

2. Click Directories in the Menu area, followed by Phone Book, Busy Lamp Field, Call History or My Call History.

OR

3. Press the corresponding Phone Book, Busy Lamp Field, Call History or My Call History keyboard key.

You can also customize your view of the Directories area. Some of the call information is hidden by default; you can choose to hide or display columns depending on your call-processing needs.

Phone Book display and Busy Lamp Field Display

The following call information appears in the Phone Book and Busy Lamp Field display:

•

Privacy Indicator

•

Busy Lamp Field status

10. Name
11. Number
12. Comments (from the automatically generated Comments file)
13. Department
14. Location
15. Primary Phone Service
16. Email

Call History and My Call History display

The following call information appears in the Call History and My Call History displays:

•

Caller's Privacy Indicator

•

Caller's Busy Lamp Field status

14. Caller Name
15. Caller Number
16. Caller's Presence
17. Call Time

•

Destination's Privacy Indicator

•

Destination's Busy Lamp Field status

20. Destination Name
21. Destination Number
22. Destination's Presence
23. Frequency - Number of times the calling party was transferred to the destination number.
24. Type - type of call: Missed, Answered, Held, Outgoing, Parked call, Transferred call.
25. Console DN - the Console DN is the Directory Number of the operator Console that performed the action.

2.8    Customize the Directories Area

The Directories area displays Phone Book, and these optional features: Busy Lamp Field, Call History, and My Call History information.

You can customize the Directories columns to display the information you wish to see, with the exception of the Privacy and Busy Lamp Field (BLF) table view status columns.

Customize your view of the Directories area by

7. adding and removing columns
8. resizing columns to show more or less information
9. reordering columns
10. maximizing and restoring the area
11. sorting columns
12. Toggling your view of the BLF area between table view and tile view
13. changing the number of columns of tiles in BLF tile view - see Options (Busy Lamp Field) See Directories Area for detailed information on the fields displayed.

To add or remove columns

1. Right-click any column header.
2. Click Select Fields on the pop-up menu. The Select Fields dialog box is displayed.
3. Check or deselect the columns that you want to add or remove.

You can also right-click and select Remove This Column to delete an unwanted column.

To resize a column

2. Using your mouse, move the cursor to the vertical line separating the column header until the cursor becomes a double-headed arrow.
3. Click and drag the column to the desired size.

To reorder the columns

3. Using your mouse, drag and drop one column at a time to the desired location within the Directories area.

To maximize and restore the Directories area

1. Locate the one-touch expandable arrow icons positioned between the Directories area and the Queued Calls area.
2. Click the UP arrow () and DOWN arrow () to maximize/restore the Directories area, as required.

To sort the Directories area fields

You can quickly sort the Directories area fields by clicking the column header. Some fields are not available for sorting, such as Privacy, BLF Tile view, and Presence.

When you sort by Name, Department, and Location, the entries appear in alphabetical or inverted alphabetical order.

1. Click the column header once to sort, a second time to invert the sort, and a third time to "un-sort" the information in the column.

Why do the BLF columns sometimes appear unsorted?

If you sort any of the BLF list columns and exit the Busy Lamp Field, the list remains in the order you last specified. Because the list maintains the order that you last specified, it may appear "unsorted" when you re-enter the BLF area. To re-sort the list in an order that you prefer, simply click on the column header once or twice, until you get the desired sort order.

Related Topics

3. Busy Lamp Field Status Icons on page 81
4. Busy Lamp Field (BLF) on page 77

2.9    Queued Calls Area

Within the Queued Calls area, you will see the following five areas to help manage calls:

•

Incoming Calls allows you to view and answer calls. The Incoming Calls display shows recalls

at the top of the list, then all other calls either in order of arrival, or in order of assigned call-answering priority (if you have specified line priority). •

 Calls on Hold allows you to view or retrieve calls you have put on hold.

•

 Transferred Calls allows you to view and retrieve calls that you have transferred and are ringing an extension.

•

  Parked Calls allows you to view and retrieve calls that you have parked against an extension.

•

 My Queued Calls allows you to get a comprehensive view all the current calls in the console, that is, the Incoming, Held, Transferred, and the Parked calls.

To access the Queued Calls area

1. Click the corresponding tab in the Queued Calls area.

OR

2. Click Calls in the Menu area, followed by the Incoming Calls, Calls on Hold, Transferred Calls, Parked Calls or My Queued Calls.

OR

3. Press the corresponding Incoming Calls, Calls on Hold, Transferred Calls, Parked Calls or My Queued Calls keyboard key.

Note: Depending on how you customize your Queued Calls area, each one may display a variety of the call information presented below. Some of the call information is hidden by default; you can choose to hide or display columns depending on your call-processing needs.

Incoming Calls display

When an incoming call arrives, the following call information appears in the Incoming Calls display:

7. Incoming Call ID
8. Total time that the call has been queued
9. Caller’s name and number
10. Line name or line number indicating what line the call arrived on.
11. Type of call, if the call is a recall (this field is hidden by default)
12. Device type that the caller is using, if the call is internal; or the trunk type that the call arrived on (this field is hidden by default)
13. VIP status for a guest (optional)

Calls on Hold display

When a call has been placed on hold, the following information appears in the Calls On Hold display:

1. Call on Hold ID

•

Hold Order Icon  indicates the last held call (appears beside the last call placed on hold)

4. Time and Total time
5. Caller’s name and number
6. Note - use this field to annotate the call on hold. To edit this field, click on it and type.

•

Private Number indicator (hidden by default)

•

Combined BLF Status and DND status

8. For Name and Number - name and extension of the person the caller is trying to reach
9. Department and Location - the department and location of the person the caller is trying to reach
10. VIP status for a guest (optional)
11. Presence information

Transferred Calls display

When a transferred call is released, the following call information appears in the Transferred Calls display:

5. Transferred Call ID
6. Transferred Time and Total time
7. Caller’s name and number
8. Notes - This field can be modified while the call is being answered or when it is placed on hold.
9. Line that the caller dialed and that the call arrived on.

•

icon that indicates the privacy status of the destination

•

icon that shows the BLF status of the destination

9. Transferred To shows the name of the person you transferred the call to
10. Number, Department and Location of the person you transferred the call to.
11. VIP status for a guest (optional)
12. Presence information Parked Calls display

When a call is parked at an extension, the following call information appears in the Parked Calls display:

14. Parked Call ID
15. Parked Time and Total time
16. Caller’s name and number
17. Notes - This field can be modified while the call is being answered or when it is placed on hold.
18. Line that the caller dialed and that the call arrived on.

•

icon that indicates the privacy status of the destination

icon that shows the BLF status of the destination

16. Parked At shows the name of the person for whom you Parked the call
17. Number shows the number of that person

•

column indicates the parking slot number

19. Department and Location are for the person for whom you Parked the call.
20. VIP status for a guest (optional)
21. Presence information

My Queued Calls display

The My Queued Calls tab displays all the calls that are active in the Queued Calls area based on the longest total time. The following information appears in the My Queued Calls tab:

2. A queue type icon to indicate the type of call (incoming, held, parked or transferred).
3. All of the fields available within the Incoming Calls, Calls on Hold, Transferred Calls and Parked Calls areas, with the exception of the Incoming Call ID, Transferred Call ID and Parked Call ID. Note that all fields are not enabled by default.

What do you want to do?

Customize the Queued Calls Area on page 25

Read Frequently Asked Questions about the Queued Calls display

2.10 Customize the Queued Calls Area

The Queued Calls area has a number of columns of optional information.

You can customize the columns to display the information you wish to see by

5. adding and removing columns
6. resizing columns to show more or less information
7. reordering columns
8. maximizing and restoring the area
9. customizing information for the ToolTip

The ID column and those with icons as heading labels (Private, BLF Status, and Hold Order) cannot be resized. All columns are removable except for the ID column; the ID column and at least one other column must stay displayed.

See Queued Calls Area for detailed information on the fields displayed.

To add or remove columns

1. Right-click any column header.
2. Click Select Fields on the pop-up menu. The Select Fields dialog box is displayed.
3. Check or deselect the columns that you want to add or remove.

You can also right-click and select Remove This Column to delete an unwanted column.

To resize columns

2. Using your mouse, move the cursor to the vertical line separating the column header until the cursor becomes a double-headed arrow.
3. Click and drag the column to the desired size.

To reorder the columns

3. Using the mouse, drag and drop one column at a time to the desired location within the Queued Calls area.

To maximize and restore the Queued Calls Area

1. Locate the one-touch expandable arrow icons positioned between the Directories area and the Queued Calls area.
2. Click the UP arrow ( ) and DOWN arrow ( ) to maximize/restore the Queued Calls area, as required.

To choose the information that displays in a ToolTip

You can choose the information that displays in a ToolTip when you hover the mouse over an item.

1. Right-click any one column header.
2. Select Configure ToolTip. A Configure ToolTip Fields dialog box appears.
3. Select an item from one list and press the appropriate left or right button action (the << or >>) to move it to the other list.
4. To move the items, select a list item or items and press either the Move Up or Move Down button that appears on the left side of the dialog.
5. Click OK.

2.11    Source and Destination Area

The Source and Destination sections display the calling party and the called party for all calls handled by the console.

The information displayed in both areas includes

the name of the party, extension or trunk number or trunk label

3. the type of extension and status of call (e.g., ringing)
4. privileges assigned to the trunk or extension
5. the type of call (for example, Conference, Recall, Serial)

•

icon that indicates the privacy status of the destination

6. Notes
7. Presence information (available in the Destination area when the Configurable Source/Destination option is selected)
8. VIP status for a guest (optional)

The Source area shows the line on which you answered the call. The Destination area shows call forwarding information. The Window background color indicates which area is active.

2.12 Customize the Source and Destination Areas

In the Source and Destination areas, you can select which fields you wish to see and the order in which they are presented.

You can toggle the Configurable Source/Destination panel on or off.

To turn on or turn off the Configurable Source/Destination Panel

    •    From the Directories menu, choose Configurable Source/Destination Panel.

A check mark indicates if the Configurable Source/Destination Panel is enabled.

To configure the Source Window display items

1. Right-click the mouse in the Source Panel area. The Configure Source Panel menu selection appears.
2. Click Configure Source Panel. The Source Panel Field Configuration dialog appears.
3. Select an item from the Excluded Fields or Included Fields and press the appropriate left or right button action (the << or >>) to move it to the other list.
4. To move the items, select a list item or items and press either the Move Up or Move Down button that appears on the left side of the dialog.
5. Click OK.

To configure the Destination Window display items

1. Right-click the mouse in the Destination area. The Configure Destination Panel menu selection appears.
2. Click Configure Destination Panel. The Destination Panel Field Configuration dialog appears.
3. Select an item from the Excluded Fields or Included Fields and press the appropriate left or right button action (the << or >>) to move it to the other list.
4. To move the items, select a list item or items and press either the Move Up or Move Down button that appears on the left side of the dialog.
5. Click OK.

Note: The Multiple Company Directory, Presence Integration, and Guest VIP Status features are supported only in the Configurable Source/Destination Panel.

2.13 Softkey area

The buttons at the bottom of the main console screen and in the Directories area display Softkey commands. These commands correspond to the F1 to F12 keys on your computer keyboard.

You use them to perform a variety of call handling functions. Softkeys are not fixed to a function; instead, they change depending on the state of the call you are handling or the feature you are using.

For example, when you not in a call, you can use a softkey to answer an incoming call, but when you are in a call, the same softkey might be used to mute the conversation.

2.14 Status Area

The Status area consists of the bottom part of the console screen as shown in the diagram below. The statusbar shows information messages in the lower left corner and the following status icons in the right corner:

•

Chat Status 

•

    Master Profile Status      (see Master Profile)

•

Property Management System      - if Guest Services is enabled (see About the Console Display (Guest Services))

•

Call Block Status  - if Guest Services is enabled (see About the Console Display (Guest Services))

•

Call History Database Status  (see Call History Database Status)

MiVoice Business/ADF Directory Synchronization Status  (see MiVoice Business and ADF Status)

•

    Phonebook Status      (see Phone Book Status)

•

    MiVoice Business Status      (see MiVoice Business Status)

2.15 PC Keyboard

The PC numeric keypad can be used for most call handling tasks. Labels are available for the keys as illustrated in the diagram below.

The PC keyboard keys can be used for call handling tasks, such as dialing, accessing features and volume control. The keys are arranged in two groups: fixed keys and customizable keys.

Fixed Keys and Their Functions

The table below lists the keys that can be used.

Function	Key Label	Operation
Cancel (- key)		Cancel the call.
Release (+ key)		Transfer or release the call.

Answer (Enter key)		Answer calls.
Hold (. Del key)		Place a call on hold.
Feature Access# ( / key)		Used for feature access or as commands when interacting with a voice mail system.
Feature Access * ( * key)	Not applicable	Same as above.
Dial (0-9 keys)	Not applicable	Dial Numbers.
Correction (Backspace key)	or	Delete digits, correct digits.
Increase Volume (Up arrow key)		Adjust ringer volume and  Adjust Headset or Handset volume.
Decrease volume (Down arrow key)		Same as above.

Customizable Keys and Their Functions

You can customize keys on your PC keyboard to allow keyboard access to console functions. To assign the keyboard key to a function, see Options (Keyboard) on page 140.

Note: If the main window of the console is not in focus, or if the key is not programmed, standard keyboard functions apply.

The table below lists the functions that are available:

Function	Key Label	Operation
Bulletin Board		Opens the Bulletin Board tools window where you can post or access information that is shared with other operators, for example, speed dial numbers.
Busy Lamp Field		Opens the Busy Lamp Field tab in the Directories Area where you can monitor the status of extensions and pick up calls ringing those extensions.
Call History		Opens the Call History tab in the Directories Area where you can view and search past call history records.
Calls on Hold		Opens the Calls on Hold tab in theQueued Calls Areawhere you can view and retrieve the calls you have put on hold.
Chat	Not available	Opens the Chat tools window to view or send chat messages.
Emergency Call Log		Opens the Emergency Call Log tools window where you can view information about emergency calls.

Guest Services		Opens the Guest Services tools window where you can display, change or enter room information in a Hotel/Motel installation.
Incoming Calls		Opens the Incoming Calls tab in the Queued Calls Area where you can view and answer incoming calls.
Mute		Allows you to mute a call during a conversation to prevent the other party from hearing you. See Mute/ Unmute Calls on page 63.
My Call History		Opens the My Call History tab in the Directories Area where you can view and search past call history records for the calls handled by you.
My Queued Calls		Opens the My Queued Calls tab in the Queued Calls Area where you can view and retrieve incoming, held, transferred, and parked calls.
Pager		Allows you to access paging equipment for making announcements.See Paging.
Parked Calls		Opens the Parked Calls tab in the Queued Calls Area where you can view and retrieve calls that you parked against an extension.
Phone Book		Opens the Phone Book tab in the Directories Area where you can search your system’s directory for people and extensions.
Recover		Allows you to recover the last call you transferred. See Transfer and Retrieve Calls.
Report Problem		Allows you to capture log information to aid in problem resolution.
Retrieve		Allows you to retrieve an incoming, held, transferred or parked call displayed in the Queued Calls area by pressing the retrieve key, and then dialing the ID number of the queued calls entry. You can also retrieve the longest held call by pressing the retrieve key, and then dialing the star key (*). For more details see Answer Calls, Hold and Retrieve Held Calls, Transfer and Retrieve Calls  and Park and Retrieve Parked Calls.
Scratch Pad		Opens the Scratch Pad tools window where you can save or access personal information such as your own speed dial numbers.
Tones		Allows you to send subsequently dialed digits as tones to access special services such as voice mail. See Generate Tones During a Call.
Transferred calls		Opens the Transferred Calls tab in the Queued Calls Area where you can view and retrieve the calls that you have transferred, which are ringing an extension.
Voice Mail		Allows you to transfer an active call directly to the requested party’s voice mailbox. See Transfer a Call to a Voice Mailbox.

2.16 Using the PC Numeric Keypad to Dial Numbers

You dial numbers using the PC numeric keypad. The PC numeric keypad functions when the console main window is the active window.

The Active Window

The console window has a blue border when it is active (in focus) and the PC numeric keypad can be used for call handling operations.

When the console has a grey border, the window is inactive (out of focus) and cannot be used for call handling operations.

NUM LOCK is not required for call handling functions when the main window is active. To enter digits in Scratch Pad, Bulletin Board, or Guest Services windows, NUM LOCK must be ON. If Guest Services is the active window, pressing 1234 on the PC numeric keypad will enter the Room Number 1234 into the Room Number field in Guest Services.

If you use a call function from the Scratch Pad or Bulletin Board, the focus automatically switches back to the main console window so you can continue with the call handling functions, such as entering Release to transfer a call.

Other Ways of Dialing

Use the numbers along the top of your keyboard to enter a directory number into the Number field of Phone Book. You cannot use the PC numeric keypad.

You can also dial numbers using the On-Screen Keypad. See On-Screen Keypad.

2.17 Using the On-Screen Keypad 

You can use the on-screen keypad to

2. perform call handling functions
3. dial numbers

The on-screen keypad can be set (pinned ) to always remain on top of the other windows. To display the on-screen keypad

•

Select the Keypad  button from the Tools area at the top of the screen.

The on-screen keypad is displayed.

You can display the Keyboard keypad format (with 1,2,3 at the bottom)  or the telephone keypad format (with 1,2,3 at the top) .

    Getting Started    3

This chapter contains the following sections:

4. Start the MiVoice Business Console Application
5. Set Operator Present/Absent
6. Set Day and Night Service
7. Exit the Console Application

    3.1    Start the MiVoice Business Console Application

Prerequisite: You must use a wired network connection with the MiVoice Business Console. Turn off any wireless connections.

Select the MiVoice Business Console icon .

You may see this icon  in the following locations:

3. as a shortcut on your desktop
4. on the tile-based start screen in Windows 10 and later
5. within the PC Start menu on Windows 10 and later

Note: If a security certificate error is displayed when you start the console, ask your system administrator to verify the certificate using the MiVoice Business Console Configuration Wizard.

    3.2    Set Operator Present/Absent

To receive incoming calls, set your console to the Present State. This action assigns an operator license for the time that you use the console.

Your audio device must be connected in order to set your status to Present. If your audio device is not connected, you will see a message in the lower left corner of the console window.

To set the Operator Present

1. Click the drop-down menu arrow beside the Operator Status button.

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Getting Started

2.

Click Operator Present .

You will hear a confirmation tone on the conversation device.

To obtain an operator license from another operator

At times, all licenses may already be in use. A dialog will be displayed that allows you to obtain a license from another operator.

1. Select a Name from the list of currently active operators.
2. Click Force Absent.

This action sets this console to Operator Present  and the other one to Operator Absent . If there is only one operator present, the system will not be put into Night Service when the other operator is forced absent.

To set the Operator Absent

1. Click the drop-down menu arrow beside the Operator Status button.

2.

Click Operator Absent .

When you activate Operator Absent, all new and waiting calls to your directory number (DN) continue to ring other available consoles that are configured with the same softkey DN.

Calls on hold and parked calls can be retrieved and handled normally. If there are no available consoles for new or waiting calls, or if held or parked calls time out, the calls are automatically rerouted to programmed destinations. You can still originate calls when you are absent.

The table below describes the various states of Operator Status.

OPERATOR STATUS
Button	Name/Tooltip	Meaning
	Operator Present	Operator is available to take calls.
	Operator Absent	Operator is not available to take calls.

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OPERATOR STATUS
Button	Name/Tooltip	Meaning
	Operator Unavailable	Operator status is unavailable (console is not connected).

    3.3    Set Day and Night Service

Office telephone systems are typically placed in Night Service after regular hours, or whenever the last available console is left unattended.

Calls then ring alternate answering points—either designated extensions, or a night bell. Additionally, the change from Day to Night service may affect some users depending on their COS and COR. For example, a user might have a COR that allows external calls when the system is in Day service but not when in it is in Night service.

Depending what Service status the console is in, one of the following four buttons appears in your Operator Status area.

DAY/NIGHT SERVICE
Button	Name	Meaning
	Day Service	Call routing is based on day service.
	Night Service 1	Call routing is based on Night Service 1.
	Night Service 2	Call routing is based on Night Service 2.
	Unknown day/night service	The console is not connected to a MiVoice Business controller.

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To change the service mode

1. Click the drop-down menu arrow beside the Day/Night Service button.

2.

Select Day Service , Night Service 1 , or Night Service 2 .

Note: If the last available operator console has not processed a call after the programmed time-out period (the default is 10 minutes), the console changes to Operator Absent status. If that operator console     is the last active operator, the system automatically goes into Night Service1 (    ) mode.

    3.4    Exit the Console Application

1. On the File menu, click Exit or click the X in the top right corner.

Note: If your console is the only one on the system, the system automatically switches to Night Service1 (    )mode when you close the MiVoice Business Console. Calls then ring night bells or another designated answering point. If there are other consoles, yours will switch to Operator Absent status (    ) when you close the application. Other answering points will continue to receive the calls that would otherwise go to your console. A confirmation dialog window is displayed if there is an active call. A confirmation dialog window is displayed if the Master Profile functionality is enabled and configuration changes have been made that will be lost when the console is restarted. A pop-up window is displayed if there is a connection to the MiCollab Client Service. The console automatically closes this pop-up window when the connection has closed. You cannot start another instance of the MiVoice Business Console until this window is closed.

Related Topics

3. Set Day and Night Service on page 39
4. Questions about Starting and Closing the MiVoice Business Console

    Managing Audio    4

This chapter contains the following sections:

6. Manage Audio on the PC
7. Audio Panel
8. Turn Console Ringer On or Off
9. Adjust Ringer Volume
10. Adjust the Headset or Handset Volume
11. Headset Button Control

4.1 Manage Audio on the PC

Prerequisite: Ensure the Administrator has configured audio devices for your console.

Important: To ensure that the ringer will be audible in the case of emergency calls, do not mute the volume in the Windows Sound Panel or turn the volume off on the speaker itself.

You will hear calls ringing on your configured ringer or headset. The table below describes the Audio icons.

Note: If you are using a Digital Enhanced Cordless Telecommunications (DECT) headset or handset with Wideband audio and experience a delay in audio when you answer a call, you may need to configure your audio device for Narrowband operation. Refer to the device manufacturer's document for instructions.
AUDIO DEVICE STATUS
Button			Name	Meaning
			One headset or handset is available	One audio device (conversation) is available to talk with callers.

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	Two headsets or handsets are available	Two audio devices (conversation and listener) are configured and active. The selected device can be used for conversation mode and the other device remains in listener mode.
	Headset/Handset not available	The configured audio devices are not in service, for example, not plugged in.
	Headset/Handset not configured	No audio devices are configured.

You may have one or more audio devices configured. If two devices are configured, indicated by the

icon, the 2nd device can be used as a listening device, typically used by a supervisor to monitor a new operator during training.

You can also use the 2nd device as a backup device, if your primary devices fails. The other device will automatically switch to conversation mode.

Selecting your audio device

1. Choose the device you want to use for calls.

2.

Ensure the audio device you want to use is available from the  audio drop down list. A checkmark indicates the selected device.

3. If your audio device isn't listed, plug in the device, and then select it in the Audio Panel.

A confirmation tone is played in the conversation device when:

    •    when you set your console Present

•

when you select a different device from the  audio drop down list See Audio Panel for further details.

Switching between audio devices

You can quickly switch to an alternate audio device provided it's in service (indicated by a blue icon).

1.

Select the  button in the toolbar. Available headsets will be indicated by a blue icon.

2. Select your audio device/headset from the list. You will hear a confirmation tone for the new conversation device.

A checkmark indicates the selected device.

Test your audio device

1.

Click .

2. Click Audio Panel.
3. Select the Audio Device Selection tab.
4. Click the Test button and listen for the test tone to ensure that you have the correct headset connected.

Plugging/Unplugging Your Audio Device

Unplugging the headset from the console automatically enables the other device if it is plugged in.

If neither is plugged in, the console changes to Operator Absent status. Or, if you are the last active

operator, the system goes into Night Service1 () mode. Plugging the headset back in, does not automatically change the Operator status back to Present status.

Note: If you plug your headset into a different USB port, the device will be given a different name and it may need to be reconfigured in the Audio Panel.

Configuring Audio Options

Ask your system administrator for assistance in configuring any audio devices.

What if I turn my ringer off or mute it? Will I still hear emergency calls?

Yes, emergency calls will override Ringer Off as long as the volume has not been muted in the Windows sound panel and the speaker has not been turned off.

4.2    Audio Panel

Use this dialog box to set up the headset and/or handset audio devices and ringer device, and select the ring tone for incoming calls.

To access the audio panel

•

Click  and select Audio Panel.

OR

    •    Select Audio from the Tools menu.

Selecting the Audio Devices

The Audio Device Selection tab allows you to select headset or handset devices that have both a playback and sound recording device (that is, a device with both a microphone and speaker in it). Devices that provide a speaker can be selected as a ringer device.

You can adjust the Speaker and Ringer volume as well as test the devices using this screen.

See Manage Audio on the PC before adjusting these settings.

To select a Headset/Handset or ringer device

1. Click the Audio Device Selection tab.
2. Click the drop-down menu.
3. Select the device.
4. Select the Answer/Release calls from Headset/Handset device option.
5. Adjust the Speaker or Ringer Volume.
6. Press Test to test the volume.
7. Click Close.

Note: Some audio devices have multiple speakers and/or microphones. If you experience audio issues with a device, use the Advanced option in the audio panel to select a different speaker and/or microphone.

The first headset or handset device selected will be used as the conversation device. The second headset or handset device selected will be the listener device. A check appears beside the conversation device.

You can switch to a different conversation device using the Audio button  on the toolbar.

To answer and release calls from your Headset/Handset device

1. Select the Answer/Release calls from Headset/Handset device checkbox to answer/release calls from your handset or headset device.

For more information on the devices supported, see Headset Button Control.

To enable ringing on the voice Headset/Handset device(s)

2. Select the checkbox to hear incoming calls ringing on the voice handset or headset device.

Ringing plays on the headset or handset device for incoming calls only. Ringing is not applied while you are in a call.

Emergency ringing is applied to the ringer device and an emergency notification tone is applied to the headset or handset device if the option to hear incoming calls ringing on the headset or handset device is enabled.

Selecting Sound Options

The Sound Selection tab allows you to select the sound to be played for Incoming Calls:

2. Incoming call (Console is idle) — the sound is played to all programmed Audio devices, including the headset, backup headset, and ringer.
3. Incoming call (Console is busy) — the sound is played on the ringer device only.

The sound options are Ring, Tone, or None.

It is recommended that you select the Repeat checkbox for Incoming Calls if you are using a wireless headset because connection delays may cause you to miss the first few seconds of sound during an incoming call.

Check your headset manufacturer documentation because most wireless headsets have configurable options to minimize these delays.

To select a sound option

1. Click the Sound Selection tab.
2. Click the drop-down menu and select the sound for Incoming call (Console is idle).
3. Click the drop-down menu and select the sound for Incoming call (Console is busy).
4. Select the Repeat check box to have the sound repeated more than once.

Click Close.

4.3    Turn Console Ringer On or Off

The status of the ringer is indicated in the Operator Status area.

RINGER STATUS
Button	Name	Meaning
	Ringer On	You will hear the ringer when a new call arrives.
	Ringer Off	You will not hear the new call announcement when a new call arrives. The operator has chosen not to use an available ringer or the headset/handset to announce a new call.
	Ringer not available	Ringer is configured but the selected ringer devices have failed or been unplugged.
	Ringer not configured	No ringer device is configured to alert the operator of new call.

To turn the ringer on or off

1. Click the drop-down menu arrow beside the Ringer Status button.

2.

Select Ringer On  or Ringer Off .

Note: When the ringer is off, the Incoming Calls display and the Call Waiting indicator (that is, the color of the softkey associated with each call) provide the only indications that you have calls waiting. See Incoming Calls display and Call Waiting/Line area for more details.

Important: If the ringer is turned off, an emergency call will override and ring the ringer device.

4.4    Adjust Ringer Volume

You can adjust the ringer volume using your PC keyboard while your console is ringing. You can also

adjust the ringer volume at any time by clicking  and selecting Audio Panel, and adjusting the volume slider.

To increase the ringer volume while a call is ringing

•

Press and hold the Ctrl key  and press the up arrow      to increase the volume. To decrease the ringer volume while a call is ringing

•

Press and hold the Ctrl key and press the down arrow  key to decrease the volume.

Important: To ensure that the ringer will be audible in the case of emergency calls, do not mute the volume in the Windows Sound Panel or turn the volume off on the speaker itself.

4.5    Adjust the Headset or Handset Volume

You can adjust the headset or handset volume using your PC keyboard while you are in a call. You can

also adjust the headset or handset volume at any time by clicking  and selecting Audio Panel, and adjusting the volume slider.

To increase the headset or handset volume while in a call

•

Press and hold the Ctrl key  and press the up arrow      to increase the volume. To decrease the headset or handset volume while in a call

•

Press and hold the Ctrl key and press the down arrow  key to decrease the volume.

You can use the volume and mute on your headset. For Jabra™ and Plantronics™ headsets, the mute is synchronized between the headset and the console, for all other headsets mute on your headset is independent and does not mute the console application. For more details see, Mute/Unmute Calls on page 63.

4.6    Headset Button Control

You can use the Answer/Release buttons on Jabra™ and Plantronics™ headsets to answer and release calls. While the console can control the Volume and Mute functionality, these features can also be controlled by the headset and synchronized with the console. This means that when you mute at the headset, the console application will also mute the call and indicate that the call is muted. Similarly, using the volume control on the headset will adjust the volume within the console application. Note that headsets offer many different physical means by which they can be muted and also can employ different mute status indicators. For more details, see your headset documentation.

Note: Only Jabra™ and Plantronics™ headsets are supported for mute synchronization.

An option is enabled on the Audio Panel that allows the Answer/Release buttons to work on your headset. For more information, see Audio Panel.

Headsets Supported

3. USB wired/wireless or Bluetooth headsets from Plantronics are supported.
4. USB wired/wireless headsets from Jabra are supported. Bluetooth support is not available.
5. Mitel H10, H30, and H40 headsets are supported.

Limitations

Multiple headset devices plugged into the PC can cause unpredictable answer/release button behavior.

2. If you are using a Plantronics headset for your console, ensure only one Plantronics headset is plugged into the PC. If you need a second headset, a Mitel or Jabra headset is recommended as a second headset.
3. You may use two Jabra headsets, however they must be different models.

You may use two Mitel headsets, however they must be different models.

Call Handling Basics    5

This chapter contains the following sections:

14. Answer Calls
15. Make Calls
16. Transfer (Extend) and Retrieve Calls
17. Hold and Retrieve Held Calls
18. Park and Retrieve Parked Calls
19. Conference Calls
20. Answer Recalls
21. Recover a Released Call
22. Transfer a Call to a Voice Mailbox
23. Pick Up Calls
24. Mute/Unmute Calls
25. Generating Tones During a Call
26. Managing Calls in the Directories Area
27. Managing Calls in the Transfer Assistant

5.1 Answer Calls 

When a new call arrives at the console

3. you will hear ringing on the configured ringer and/or the headset or handset
4. the call appears in the Incoming Calls display, and
5. the line label associated with the call changes color (green if it is the only call waiting at the line, yellow if a second call is also waiting at the line, or red if three or more calls are waiting at the line). The

Answer button  also changes color.

You can answer calls several different ways:

•

Answer on a "first-come, first-served" or call-answering priority with the Answer (Enter key) 

OR

4. Answer the call by pressing the Answer/Release button on your headset.

OR

5. Answer selectively by pressing the corresponding softkey.

OR

6. Answer selectively by choosing the call from Incoming Calls display.

OR

7. Answer selectively by double-clicking on the entry in the Incoming Calls display.

OR

8. Answer selectively by pressing the Retrieve keyboard key, and then dialing the Incoming Calls queue position (1-9) of the call you want to retrieve.

Note: You cannot answer a new call until the one you are engaged in is transferred, disconnected, or put on hold. You can also selectively answer an incoming call in the My Queued Calls display by double clicking the entry or pressing the Retrieve keyboard key, and then dialing the My Queued Calls queue position (1-9).

What do you want to do?

Answer calls on a "first-come, first-served" basis

Annotate the call

See more information about answering calls

5.2    Make Calls

You can dial an internal extension number or the number of a telephone outside the system. One or both of the Source and Destination areas must first be clear.

To call an extension

1. Dial the extension number using the PC numeric keypad or on-screen keypad.

Information about the extension appears in the Destination area.

2. You have several options:

•

Press the Release (+ key) or  or Answer/Release button on your headset to hang up the call.

OR

1. Press [Override] to intrude into the Destination party’s call if permitted by your and the extension’s Class of Service (See Override).

OR

2. Press [Callback] to receive notification when the extension becomes available.

To call an outside number

1. Dial the External Line Access Code (usually the digit "9”).
2. Dial the telephone number.

Information about the outside call appears in the Destination area.

To correct misdialed digits

•

Use the Dialing Correction button  or the Backspace key on the PC keyboard to delete the last misdialed digit.

Related Topics

2. Managing Calls in the Directories Area on page 65
3. Other ways of dialing

5.3    Transfer (Extend) and Retrieve Calls

You can transfer a call to an extension or an outside number and you can monitor and retrieve calls after you transfer them. You can also choose the Transfer Mode for calls.

When a transferred call is released, detailed call information appears in the Transferred Calls display so you can monitor the call.

To transfer an answered call

1. Dial the destination number.

The caller is automatically placed on Consultation Hold while you complete the transfer.

2.

Press the Release(+ key) or  or the Answer/Release button on your headset.

to connect the caller to the destination. If the extension is busy, the transferred call will automatically camp on to the line to wait until it becomes free.

If the called party fails to answer within a time-out period, the transferred call (if it is an outside line) returns to the console as a Recall. For information about Recalls, see Answer Recalls.

If you waited for an answer in order to introduce the caller, you can use the Source and Destination softkeys to speak privately with either party.

To retrieve or recover a transferred call

You can retrieve a transferred call only when the Source and/or Destination area on the screen is clear and the transferred call still appears in the Transferred Calls display, or you can recover your last transferred call. See Recover a Transferred call.

1. Double-click the entry in the Transferred Calls display.

OR

Press the Retrieve keyboard key and dial the Transferred Calls queue position ID (1-9) of the call you want to retrieve.

Note: You can also retrieve a transferred call in the My Queued Calls display by double-clicking the entry or pressing the Retrieve keyboard key and dialing the My Queued Calls queue position (1-9).

2. Press [Dial DEST] to release the call to the original Transferred To party, if the caller wishes to try to reach that person again.

Note: If you have annotated the transferred call, refer to those notes so that you don't have to ask again for the caller's name or the name of the person the caller wishes to reach.

Reaching a Busy Number or an Extension with Do Not Disturb Activated

If the dialed number is busy or the extension has Do Not Disturb activated, do one of the following:

1. Press the Source softkey to talk with the caller in Source without losing the Destination information.

•

Press the Cancel (- key) or  and then dial a different number if you think you can locate the requested party elsewhere.

3. Press the Source softkey, and then the Redial Dest softkey to redial the same destination number.
4. Press the Override softkey to intrude into the extension user’s call (if permitted by your and the extension’s Class of Service).

•

Press Release(+ key) or  or the Answer/Release button on your headset to camp-on the caller on to the busy extension.

What do you want to do?

Transfer a call to a voice mailbox

Recover a call

Transfer a call using the Transfer Assistant

Read more about Transferring Calls

Check the user’s availability using BLF Status

Check the user’s availability using Presence Integration

Check the user’s availability using the MS Office Calendar Integration

5.4    Hold and Retrieve Held Calls

You can place up to six callers on hold while you check for information or page the person the caller is requesting.

When a call has been placed on hold, detailed call information appears in the Calls On Hold display.

To place a call on hold

    •    Press the Hold (Del key) or .

To retrieve a call on hold

You can retrieve calls on hold only when the Source and/or Destination area on the screen is clear and the calls still appears in the Calls on Hold display.

Double-click the entry in the Calls on Hold display.

OR

Press the Retrieve keyboard key and dial the Calls on Hold queue position (1-6) of the call you want to retrieve.

OR

Press the Retrieve keyboard key and then the star key (*) on the keypad to retrieve the longest held call.

Note: You can also retrieve a held call in the My Queued Calls display by double clicking the entry or pressing the Retrieve keyboard key, and then dialing the My Queued Calls queue position (1-9), or the star key (*).

2. Speak to the caller.
3. Press [Dial DEST] to release the call to the original Held For party, if the caller wishes to try to reach that person again.

To remotely retrieve a call on hold (from another's Operator's Calls on Hold queue)

This feature allows you or any extension user to retrieve a call on hold at another console.

• Dial the Attendant Hold - Remote Retrieve access code, followed by the ID from the Calls on Hold queue.

To place an answered call on hold with destination information

1. With the call to be held in the Source or Destination area, click on the desired destination from the Directories area.
2. Select [Hold For].

The call is placed on hold and the desired destination information is populated in the Calls on Hold queue entry.

To add destination information to an already held call

1. Select the entry in the Calls on Hold queue.
2. Right click on the desired destination in the Directories area or Transfer Assistant.
3. Select [Hold For] from the pop-up menu.

The desired destination information is populated in the selected Calls on Hold queue entry.

Hold Recall

The Calls On Hold display can show two timers for each call on hold:

2. The Total timer begins counting when the call first arrives at the console. It indicates the total duration of the call.
3. The Time timer begins counting when you place the call on hold. It indicates how long the caller has been on hold. The timer is reset to zero each time the call is retrieved and placed on hold again.

The Time and Total time are limited to 99:59 (minutes:seconds).

Calls left on hold longer than the limit determined by system programming recall the console. When a call recalls its ID and hold Time values turn bold and alternate between the default colors (black or white) and orange. The Total time value for the calls will also turn bold. Answer the recall using the procedure for retrieving a call on hold.

What do you want to do?

Annotate the call

Connect a call on hold to the Source or Destination party

Connect two calls on hold

Check the user's availability using BLF Status

Check the user's availability using Presence Integration

Check the user's availability using the MS Office Calendar Integration

Related Topic

    •    Customize the Queued Calls Area on page 25

5.5    Park and Retrieve Parked Calls

You can place a call in a special park state and page the requested party to retrieve the call. If the call is not retrieved, the system will either forward the call, or the call will recall to you. You may also retrieve the parked call.

The Parked Call display in the Queued Calls area allows you to view and retrieve calls that you have parked.

When a call has parked, detailed call information appears in the Parked Calls display list.

To park a call against an extension

With the call to be parked in the Source area, or with the call to be parked in the Destination area (with an empty Source area), do one of the following:

Press or click [Park Call] and observe that the Park Call form replaces the Destination area. Then dial the desired extension number.

2. Search for and select the extension number in the Directories area, then either press or click [Park At] or right-click the entry and select Park At from the pop-up menu.

To retrieve a Parked call

You can retrieve a call parked at an extension only when the Source and/or Destination area on the screen is clear and the Parked Calls display is showing.

1. Double-click the entry in the Parked Calls display.

OR

2. Press the Retrieve keyboard key and dial the Parked Calls queue position (1-9) of the call you want to retrieve.

Note: You can also retrieve a parked call in the My Queued Calls display by double-clicking the entry or pressing the Retrieve keyboard key, and then dialing the My Queued Calls queue position (1-9).

Conditions

    •    Call Park queue data is lost if the originating console restarts or fails over to a secondary controller.

What do you want to do?

Check the user's availability using BLF Status

Check the user's availability using Presence Integration

Check the user's availability using the MS Office Calendar Integration

5.6    Conference Calls

Up to eight parties (including yourself) may be connected to form a conference call. If needed, you can also place a conference on hold.

To set up a conference call

1. With the two parties connected to the console—one in the Source area and the other in the Destination area—press [Conference].

To split a conference to speak privately to either caller

2. Press either [Source] or [Destination].

To add more parties to a conference

1. Dial the number of the next party.

The word "Conference" and a Conference number now appear in the Source area, and the number of the dialed party appears in the Destination area.

2. Press [Conference].

The new party is added to the conference. The parties already in the conference hear a brief tone each time a party is added.

If the line is busy or unanswered or the person is unavailable, press Cancel to reconnect to the conference. You may continue dialing to add more parties to the conference.

To release the console from the conference

•

Press the Release (+ key) or  or press the Answer/Release button on your headset.

Once you release the conference, you cannot re-enter it.

Related Topic

    •    Place a conference on hold

5.7    Answer Recalls

If an external call transferred from the console to an extension is not answered within a certain time, the call returns to the console as a Recall in the Call Waiting/Line panel. In the Incoming Calls display, the call appears with highest priority (that is, at the top of the list).

Because Recalls are given priority, they are answered first when you press the Answer (Enter) key or

or the Answer/Release button on your headset.

To answer a Recall

The Source and Destination areas must both be clear.

Press [Recall].

OR

Press the Answer (Enter) key or  or the Answer/Release button on your headset.

You are now connected to the recalling party and can ask if the caller wants to continue waiting or wants you to ring another extension.

Note: Any notes that were added to the call prior to it returning as a recall no longer appear. If you wish, you may annotate the call again.

2. Depending on what the caller wants, you have several options at this point:

2. •    Press [Redial Dest] if the caller wants to continue waiting.
3. Dial another extension.

•

Press the Release(+ key) or  or the Answer/Release button on your headset to disconnect the call.

•

Press  to transfer the caller to the extension's voicemail box (For more information, see Transfer a call to a voicemail box).

Note: Serial calls and Parked Calls will also recall the console.

5.8 Recover a Released Call 

You can recover an unanswered call that you released to the wrong extension in several ways. To recover the last call transferred from the console

•

Press  in the Call Handling toolbar or the Recover keyboard key to retrieve a call that you just released to the wrong extension.

To recover a call that is not the last call you released from the console

•    You can recover any released call if it still appears in your Transferred Calls display. See Retrieving a Transferred Call. You can also Pick Up the call.

5.9 Transfer a Call to a Voice Mailbox 

Voice Mail transfers an active call directly to the requested party's voice mailbox. Use this feature when you know that the party is unavailable or when the caller only wishes to leave a voice message.

You can also transfer a call to Voice Mail that has recalled, or a call that has been retrieved from the Queued Calls area, including Held and Parked calls.

Note: The Direct Transfer to Voice Mail feature must be programmed on the MiVoice Business for the Voice Mail transfer to work.

You can use one of several methods to transfer a call to a user's Voice Mail. To transfer an answered call to a destination's voice mail

1.

Press , or the Voice Mail keyboard key.

2. Dial or select the transfer destination using the Transfer Assistant or the Directories area.

To transfer a recall or retrieved call to the original destination's voice mail

•

Press , or the Voice Mail keyboard key.

To transfer a recall or retrieved call to a different destination's voice mail

1. Select the new destination using the Directories area.

2.

Press , or the Voice Mail keyboard key.

Note: If the transfer to voice mail recalls, a Recall - Voice Mail indication displays in the Status Field of the Destination Panel.

5.10 Pick Up Calls

If an extension is ringing, you can pick up that call from the Directories area or Transfer Assistant and speak to the caller directly.

To pickup call

The Source and Destination areas must both be clear.

1.

Ensure that the  ringing icon is shown beside the extension.

2. Select the entry.
3. Press [Pick Up] or right-click an entry and select Pickup.

5.11    Mute/Unmute Calls

You can mute a call while in a conversation to prevent the other party from hearing you.

Mute a Call from the Console

While in a call/conversation:

•

Press , or press [Mute], or the Mute keyboard key.

The Mute button in the Call Handling toolbar will turn red  when mute is enabled.

Unmute a Call from the Console

•

Press , or press [Mute] again, or the Mute keyboard key again.

The Mute button in the Call Handling toolbar will turn blue  when unmuted.

Only Jabra™ and Plantronics™ headsets are supported for mute synchronization. This means that if the headset supports mute synchronization and a call is muted or unmuted from the console, the headset will also mute or unmute accordingly and indicate its status. For more details, see your headset documentation.

Mute mode from the console will be automatically disabled at the end of a call. For instance, when a call is cancelled or completed, the mute mode will be automatically turned off allowing for the Operators voice to be heard by the next incoming caller upon Answer. If the headset supports mute synchronization, the headset will also be unmuted and the headset mute indication will indicate that the headset is unmuted when the call ends.

Mute a Call from the Headset

While in a call/conversation:

•    Press the Mute button on the headset control. The call will be muted from the headset. For more details, see your headset documentation.

Unmute a Call from the Headset

•    Press the Unmute button on the headset control. The call will be unmuted from the headset. For more details, see your headset documentation.

Only Jabra™ and Plantronics™ headsets are supported for mute synchronization. If the headset supports mute synchronization, muting or unmuting a call from the headset will also mute or unmute the console,

and the Mute button in the Call Handling toolbar will turn red  or blue  respectively to indicate the status.

Auto Unmute

If the Auto Unmute option is enabled, the console automatically unmutes when you perform an operation that connects you to another party.

For example:

3. When you mute a conversation with your connected party and dial another party who answers.
4. When you mute a conversation with your connected party and swap to another party by pressing [Source] or [Destination].
5. When you mute a conversation with your connected party and then form conference pressing [Conference].

Related Topic

4. Options (Application Settings) on page 136

5.12 Generating Tones During a Call 

At times you may need to send tones in order to access special services such as voice mail.

To generate tones

Once the connection is made and you are prompted to enter digits:

1.

Press , or [Tones], or Tones keyboard key.

2. Dial the digits using the keyboard or on-screen dial pad.

To turn off tone signaling

•

Press, or [Tones], or Tones keyboard key.

OR

•

Press the Release(+ key) or  or the Answer/Release button on your headset to disconnect your console from the call.

Tone signaling stops automatically.

5.13 Managing Calls in the Directories Area

You can handle calls in the Directories area using the available softkeys or the right-click menu.

The call handling tasks are listed below with the different methods to complete the task. Each bullet represents an option you can use.

Call

4. Select the entry's number field and click [Call].
5. Select the entry's number field and press the ENTER key on the keyboard.
6. Double-click any entry's number field.
7. Right click an entry, and then select Call from the pop-up menu.

OR

In the Phone Book and Busy Lamp Field areas, do the following:

6. Select the entry using the arrow keys on the keyboard or click on other fields (except number fields, email, presence and comments fields)
7. Click [Call] or press ENTER.

OR

7. Double-click other fields (except number fields, email, presence and comments fields) for the entry.

Note: In the Call History area, if there are multiple call options available, a pop-up dialog is displayed when you double-click the entry fields.

Hold For

10. Select the entry and click [Hold For].
11. Right click an entry and select Hold For from the pop-up menu.
12. Select [Caller Name], [Caller Number] as displayed in the Call History search records. For example, Smith, John5432. Click Hold For.

Park At

13. Select the entry and click [Park At].
14. Right click an entry and select Park At from the pop-up menu.
15. Select [Caller Name], [Caller Number] as displayed in the Call History search records. For example, Smith, John5432. Click Park At.

Pick Up

15. Select the entry and click [Pick Up].
16. Right click an entry and select Pick Up from the pop-up menu.

Voice Mail

•

Press , or the Voice Mail keyboard key, and then call the destination using one of these methods:

21. Select the entry and click [Call].
22. Select the entry and press the ENTER key on the keyboard.
23. Double-click any entry.
24. Double-click a specific dialable number field within the entry to dial that number.
25. Right click an entry and select Voice Mail from the pop-up menu.
26. Select [Caller Name], [Caller Number] as displayed in the Call History search records. For example, Smith, John 5432. Click Voice Mail.

Email

23. Right click an entry and select Email from the pop-up menu.
24. Choose a predefined message.

OR

24. Double-click an entry's email address field.

Instant Message (IM)

26. Right click an entry and select IM from the pop-up menu.
27. Select Send Instant Message and choose a predefined message.

OR

27. Double-click an entry's presence field.

Presence

28. Right click the presence field. A chat session is started.

Check Calendar

29. Right click an entry and select Check Calendar from the pop-up menu.

Note: The Check Calendar option is only available for e-mail addresses that have the same domain name as your email address (such asyourcompany.cominJoe@yourcomany.com).

Dynamic Status

30. Right click an entry and select IM from the pop-up menu; then click Set Dynamic Status from the popup menu.

Edit Comments

32. Double-click the entry's Comments field.
33. Right click an entry and select Edit Comments from the pop-up menu.

Note: The availability of the options, Hold For, Park At and Voice Mail depends on the call state.

5.14 Managing Calls in the Transfer Assistant

You can manage calls in several way using the Transfer Assistant. The various methods are listed below; each bullet represents an option you can use.

Call

2. Double-click any entry.
3. Right click an entry and select Call from the pop-up menu.

Hold For

3. Right click an entry and select Hold For from the pop-up menu.

Park At

4. Right click an entry and select Park At from the pop-up menu.

Pick Up

5. Right click an entry and select Pick Up from the pop-up menu.

Voice Mail

6. Right click an entry and select Voice Mail from the pop-up menu.

Email

8. Right click an entry and select Email from the pop-up menu.
9. Choose a predefined message.

OR

9. Double-click an entry's email address field.

Instant Message (IM)

11. Right click an entry and select IM from the pop-up menu.
12. Select Send Instant Message and choose a predefined message.

OR

12. Double-click an entry's presence field.

Check Calendar

13. Right click an entry and select Check Calendar from the pop-up menu.

Note: The Check Calendar option is only available for e-mail addresses that have the same domain name as your email address (such as yourcompany.com in Joe@yourcomany.com).

Dynamic Status

14. Right click an entry and select IM from the pop-up menu; then click Set Dynamic Status from the popup menu.

Edit Comments

15. Double-click the entry's Comments field.

Right click an entry and select Edit Comments from the pop-up menu.

Accessibility for Visually Impaired

6 Operators

This chapter contains the following sections:

3. Configuration
4. Navigation and Shortcut Keys
5. Using the Search Feature

Visually impaired operators can use MiVoice Business Console with the help of JAWS (Job Access With

Speech) screen reading software. With JAWS installed on the computer, operators can read and interact with MiVoice Business Console using their screen readers or Braille displays. This allows visually impaired operators to interact with MiVoice Business Console using PC keyboard keys (and optionally a Braille terminal button) to request information and have access to information about incoming and outgoing calls, the number of waiting calls, service status, operator presence and absence, call queue, and more.

JAWS enables visually impaired operators to access and interact with the MiVoice Business Console using the screen reading software, navigation, and shortcut keys.

To ensure visually impaired operators can access the MiVoice Business Console, you must install and configure the JAWS software. Contact your IT administrator and make a request for installing and configuring JAWS on the console.

    6.1    Configuration

Contact your IT administrator with a request for installing and configuring JAWS on the console.

After configuring the console, choose the audio device to use with the MiVoice Business Console from the Audio Device Selection. For details about configuring the audio devices, see Audio Panel on page 43.

    6.2    Navigation and Shortcut Keys

On the PC keyboard, the TAB and ARROW keys are for navigation and the combination of ALT and Alphabetical keys function as shortcut keys.

    6.2.1    Menu Accessibility

The following table shows the keyboard shortcuts for accessing the menus in the MiVoice Business Console.

Accessibility for Visually Impaired Operators

Menu Name	Keyboard Shortcut	Sub Menu	Keyboard Shortcut
File	ALT + F	Exit	X
Calls	ALT + C	Incoming Calls	I
				Calls On Hold	H
				Transferred Calls	T
Directories	ALT + D	Phone Book	P
				Call History	H
				My Call History	Y
Tools	ALT + T	Emergency Call Log	L
				Keypad	K
				Audio	A
Help	ALT + H	Quick Reference Guide	Q
				About	A

    6.2.2    Accessing Icons

This following table shows the keyboard shortcuts for accessing the icons in the MiVoice Business Console.

Icons	Keyboard Shortcut	Functionality	Keyboard Shortcut
Audio	ALT + A

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Icons	Keyboard Shortcut	Functionality	Keyboard Shortcut
Keypad	ALT + K
Emergency Call Log	ALT + L
Operator	ALT + O	Present	P
				Absent	A
Collect VHOC Logs In VHOC mode, the User-Messaging/ Chat feature is not supported.	ALT + P
Ringer	ALT + Q	On	N
				Off	F
Recover	ALT + R
Service	ALT + S	Day Service	D
				Night Service	1, 2
Source Panel	ALT + Y
Destination Panel	ALT + Z
Correction	Backspace
Mute	F6
Hold	Number pad "."

Accessibility for Visually Impaired Operators

Icons	Keyboard Shortcut	Functionality	Keyboard Shortcut
Cancel	Number pad "-"
Release	Number pad "+"
Answer	Number pad "Enter"

    6.3    Using the Search Feature

To ensure that visually impaired operators are able use the Search feature in an easy and efficient manner, follow these steps:

1. Navigate to the directory where you want to perform the search. For more details of accessing the menus, see Menu Accessibility on page 70.
2. To open the search menu, press the F11 key on the keyboard.
3. To choose the field you want to search, use the UP and DOWN arrow keys on the keyboard.

13. The fields available for searching the Phonebook Directory are:
14. Name
15. Number
16. Department
17. Location
18. The fields available for searching the Call History Directory and My Call History Directory are:
19. Caller Name
20. Caller Number
21. Destination Number
22. Destination Name
23. Frequency
24. Type
25. Console DN

4. To navigate to the search text box, press the TAB key on the keyboard.
5. In the search text box, enter the text you want to search.

The search results will update accordingly.

6. To navigate through the search results, use the UP and DOWN arrow keys on the keyboard.

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7. To perform actions on a result:

2. To make a call to a selected number or contact, press ENTER on the keyboard.
3. To access details about the result, press the RIGHT arrow key on the keyboard.

The available headers are:

13. Call
14. Privacy
15. Primary Phone Service
16. Busy Lamp Field
17. Name
18. Number
19. Comments
20. Department
21. Location
22. Email
23. Presence

These steps help visually impaired operators to effectively use the Search feature in various directories.

Advanced Features This chapter contains the following sections: Account Codes Additional Database Fields Feature BLF List Select on Answer Busy Lamp Field (BLF) Busy Lamp Field Lists Busy Lamp Field Status Icons Bulletin Board Calendar Advisory Messages Call Answering Priority Call History Cancel Call Forwarding Clear All Features Clear Phone Book on Answer Comments in the Directories Area Do Not Disturb (Extensions) Dynamic Status Email Emergency Calls Incoming Calls Threshold Instant Messaging Instant Messaging Chat Groups Master Profile MS Office Calendar Integration Configuring MS Office Calendar Panel Configuring MS Office Calendar Panel Without Azure Active Directory Calendar Integration Usage Troubleshooting Multiple Company Directory Operator Hold Override Paging Phone Book Phone Book Lookup Upon Answer Phone Book Search All Presence Presence (Operator) Resilient Talk State Scratch Pad Screen Pop Serial Call Document Version 1.0

7

Operator Help    75

18. System Speed Call
19. Teleworker/Remote Operation
20. Transfer Mode
21. Transfer Assistant
22. User Messaging

    7.1    Account Codes

An Account Code is a type of password for the system. You may need to enter an account code to access certain features or to record a call on the SMDR log for billing or accounting purposes.

To enter an Account Code

1. Dial the Verified or Non-Verified Account Access Code.

A Verified code provides access to features; a Non-Verified Code records calls on the SMDR log.

2. Dial the Account Code, ending in #.

If you make a mistake, press the Cancel(- key) or  and try again.

3. Continue dialing.

    7.2    Additional Database Fields Feature

The Additional Database Fields (ADF) feature displays additional information about a directory entry in the Directories area, the Queued Calls area, and the Source and Destination areas.

The Additional Database Fields directory feature can be configured by your administrator to provide you with information, such as:

1. First Name, Last Name or

Full Name (mandatory)

2. Telephone Directory Name (Display Name)

•

Primary Phone Service (PPS) indicated by an icon  in the Phonebook panel

6. Extension (mandatory)
7. Extension's BLF status
8. Extension's privacy indicator
9. EMail

17. Instant Messaging
18. Department
19. Location
20. Extension Type (for example, conference unit)
21. Job Title
22. Home Number
23. Mobile Number
24. Fax Number
25. Company Name
26. Comments (stored in a separate data file)
27. Any other user-defined field for additional information, for example, license plate, lab extension, address, birth date, and so forth.

ADF can also be set up to display and distinguish

For viewing purposes, console operators can rearrange these fields as desired in the Phone Book or BLF displays.

7.3    BLF List Select on Answer

BLF List Select on Answer is an optional feature that allows you to see the Busy Lamp Field (BLF) list for a specific company when you answer an incoming call. The Multiple Company directory must be enabled to use this feature.

To turn on or turn off BLF List Select on Answer

1. From the Directories menu, choose BLF List Select on Answer.

A check mark indicates if the BLF List Select on Answer option is enabled.

Related Topics

3. Busy Lamp Field (BLF) on page 77
4. Multiple Company Directory on page 112

7.4    Busy Lamp Field (BLF)

You can use the Busy Lamp Field feature to monitor the status of extensions and pick up calls ringing those extensions. Busy Lamp Field (BLF) is an optional feature.

Busy Lamp statuses appear in any of the Directories, Queued Calls, and Transfer Assistant areas.

You can use the Busy Lamp field of the Directories area to group BLF entries into lists, which can be viewed in the table view or the tile view format.

The BLF List status icons displayed in the Busy Lamp Field Directories area indicate the shared attribute of BLF Lists.

To display the Busy Lamp Field

1. Click the Busy Lamp Field tab in the Directories area.

OR

2. Select the Directories menu from the Main Menu, then select Busy Lamp Field.

OR

3. Press the Busy Lamp Field keyboard key.

To view a specific BLF list

4. Click the list from the left pane of the BLF area.

List entries for the selected list appear in the right pane.

To toggle between BLF table and tile views

•

Click the table view button  or the tile view button  to select the desired view.

To search the Busy Lamp Field

5. Locate an entry in the BLF list using a search similar to Phone Book search.

•

Click      to navigate to the next matching entry in the list or  to navigate to the previous matching entry.

Note: The search criteria for Names matches entries with either a first or last name that starts with the search string. The search criteria for other fields matches entries that start with the search string. If the Additional Database Fields feature is enabled and fields are defined containing phone numbers, then the criteria will match entries that contain the search string (allowing fragments of a phone number to be located).

If you are using the Multiple Company Directory feature, BLF lists are automatically created for each company. These lists are private. The BLF list name is the same as the Company's name.

If the BLF feature is unavailable, for example, if it was disabled after the console was installed or if the

console has lost its connection with MiVoice Business, a gray  icon is displayed at the top of the Status column.

For detailed information on configuring one or more BLF lists, consult the System Administrator section.

What do you want to do?

Check the user's availability using BLF Status

Related Topics

2. Customize the Directories Area on page 20
3. Options (Busy Lamp Field) on page 137

7.5    Busy Lamp Field Lists

You can create one or more BLF lists. BLF lists are either private or shared.

The console also creates an automatic BLF All List that contains all the BLF monitored extensions. The BLF All List is automatically updated, so you need not manually edit the list.

You can create, delete, rename or change share attribute, and duplicate lists. You can also add and remove entries from a list, and refresh the BLF area.

To create a BLF list

1. Choose Directories from the main menu, then select Edit BLF List.
2. Click Create.

The Create BLF List dialog appears.

3. Type a name for the list in the text box, and remember to adhere to the name conditions.
4. Do one of the following:

2. Select Private to create a private list.
3. Select Shared to create a list that all console operators can access and edit.

5. Click OK.

To delete a list

1. Choose Directories from the main menu, then select Edit BLF List.
2. Select the list you want to delete from the drop-down menu of BLF lists.
3. Click Delete.
4. Click Yes to confirm the deletion, or No to cancel.

To rename a list or change its share attribute

1. Choose Directories from the main menu, then select Edit BLF List.
2. Select the list you want to rename or modify from the drop-down menu of BLF lists.
3. Click Rename.
4. You have the following options:

2. To rename the list, type a name for the list in the text box. Remember to adhere to the name conditions.
3. To change the list's share attribute, select Private to make the list private, or Shared to make the list accessible and editable by all console operators.

5. Click OK.

To duplicate a list

1. Choose Directories from the main menu, then select Edit BLF List.
2. Select the list you want to duplicate from the drop-down menu of BLF lists.
3. Click Duplicate.
4. Type the name for the list that you want to base on the existing list. Remember to adhere to the name conditions.
5. Select Private to make the list private, or Shared to make the list accessible and editable by all console operators.
6. Click OK.

To add or remove BLF list entries

1. Choose Directories from the main menu, then select Edit BLF List.
2. Select the list you want to add or remove entries from.
3. Select an entry from either the right or left pane.

3. To select consecutive entries, click the first one, press and hold down SHIFT, and then click the last one.
4. To select non-consecutive entries, hold down CTRL while you click individual entries.
5. To search for an entry, type all or part of the name in the Find Names starting with box.

4. Do any of the following:

1. Click Add to add the selection to the displayed BLF list, or Remove to delete it.
2. Click Move Up or Move Down until the selection is in the desired position. Note that Move Up, Move Down and ruler are enabled only when the right pane is not in a sorted order.

5. Click OK.

To refresh the BLF List

After you have edited the BLF list, ensure that you refresh the list so that both the list contents as well as the list index appear in the BLF area.

    •    Select Directories from the main menu, then select Refresh BLF Lists.

For Shared Lists, you must Refresh BLF Lists at all consoles that are sharing that list.

See Busy Lamp Field (BLF) for information on displaying the BLF List at the Console and toggling between BLF views.

7.6    Busy Lamp Field Status Icons

The BLF status icons appear in any of the Directories, Queued Calls, and Transfer Assistant areas. See the table below for a list of icons and their status.

Icon	Extension Status	DND*
	Idle	Off
	Idle	On
	Ringing	Off
	Ringing	On
	Busy	Off
	Busy	On
	Hot Desk user logged out
	Call Forward Always
Blank (No icon)	Not monitored	DND status not known

* Do Not Disturb applies to extensions only.

7.7    Bulletin Board

The Bulletin Board is shared by all MiVoice Business Consoles on systems that have a network connection. Use it to post information that you want other operators to see and to store speed dial numbers that all operators can access.

To post information on the Bulletin Board

1.

Press Bulletin Board , or the Bulletin Board keyboard key.

2. Press [Edit].

Only one person at a time can edit the Bulletin Board; if someone else is editing it, the Bulletin Board background stays gray after you press [Edit].

3. Type the information you want to post.
4. Press [Save].

To view the most recent changes to the Bulletin Board, press [Refresh].

To dial a telephone number posted on the Bulletin Board

1. Select the telephone number and press [Call].

OR

2. Double-click the selected number.

To delete information in the Bulletin Board

3. Select the information and then press Delete.

Note: Information posted on the Bulletin Board is stored in a file on your network. You can modify the location by selecting Options (Tools) on the Tools menu.

7.8    Calendar Advisory Messages

You can view the Calendar Advisory messages of MiCollab Client users to see when they are available to receive calls.

Calendar Advisory messages are only available when Presence Integration is enabled. The Calendar Advisory messages are updated dynamically, based on the appointments in the calendar supported for that user.

You can view Calendar Advisory messages for a contact by viewing the Presence tooltip in the Directories area, Queued Calls area, Transfer Assistant and Destination area.

The following Calendar Advisory messages are available:

3. Next appt at < >
4. No appointments today
5. In appt until <>

Related Topics

5. Dynamic Status on page 88
6. Presence on page 116

7.9    Call Answering Priority

The console is usually set up to answer incoming calls on a 'first-come, first-served' basis.

When you press the Answer (Enter) or  or the Answer/Release button on your headset with

multiple calls waiting, the call that has been waiting longest will be answered first. Alternatively, you can assign priorities to calls based on their destination. For example, you might give higher priority to calls to your company's main listed directory number (LDN) than to Dial 0 calls (i.e., internal calls to the console).

See Options (Answer Priority) to configure these options.

Note: The Answer key has a hierarchy when the console is set up to answer calls on a "first-come, firstserved" basis: recalls are answered first, followed by other calls either in order of call-answering priority, or in order of arrival. If more than one call is waiting at a particular softkey, those calls will be answered on a “first-come, first-served basis”.

7.10 Call History

Call History provides you with two ways to view past calls. You can view all calls that were handled by all operators or calls that you handled.

Call History also provides a database of calls that can be used with Transfer Assistant. The Call History feature must be enabled in order to access the Call History database and use the Transfer Assistant feature. See Options (Call History).

Note: Missed Calls do not display in My Call History. Also, the frequency of Missed Calls is not displayed, but the most recent time that a call was missed from a particular Name and Number is described.

See the Directories area for information on the fields displayed for Call History.

To display Call History

1. Click the Call History or My Call History tab in the Directories area.

OR

2. Select Directories from the Main Menu, then select Call History or My Call History.

OR

3. Press the Call History or My Call History keyboard key.

To Search Call History

1. Click [New Search] to clear any previous search values.
2. Type a search value in one or more of the search text boxes below the field that you want to search, similar to Phone Book.
3. Press the ENTER key on the keyboard or the [Search] button to complete the search and highlight the first matching entry.
4. Entries that match what you typed appear in the Call History area.
5. Call an Entry.

For example, if you search using the Time field, you can enter search values such as:

3. <N to search the past n days, for example, <7 to search all call records only in the last 7 days
4. Enter the date only to search for a specific day, mm/dd/yy (date format)
5. start_date - end_date to search call records for a specific time, for example, to search call records from 1st Dec 2013 to 15th Dec 2013, enter 12/1/13 - 12/15/13.

See Call History Searching Tips for more information.

The database must be connected in order to perform a search. Check the status icon  at the bottom right side of your screen in the Status area to ensure the MiVoice Business Console is connected to the database.

7.11    Cancel Call Forwarding

Call Forwarding lets an extension user route some or all calls to other extensions. You can cancel Call Forwarding on behalf of individual extension users, or for all extensions in the system.

To cancel all types of Call Forwarding for a single extension

1. Select Cancel All CFWD from the Program menu.
2. Enter the extension number using the computer keyboard.
3. Click Yes.

To cancel Call Forward - Follow Me for a single extension

1. Select Cancel Station CFFM from the Program menu.
2. Enter the extension number using the computer keyboard.
3. Click Yes.

To cancel all Call Forwarding for all extension users

1. Select Cancel All CFWD using the Program menu.
2. Click Yes.
3. Click Yes again to confirm the cancellation.

7.12 Clear All Features

From your console you can disable features activated on any extension in the system.

These are the features you can clear:

3. All Call Forwarding
4. Do Not Disturb
5. Callbacks to other users

To cancel all features on an extension

1. Select Cancel Station Features from the Program menu.
2. Enter the extension number using the computer keyboard.
3. Click Yes.

Note: Clear All Features only affects features activated by the extension user. Any Message notifications or Callbacks set on the extension by others will still be in place. Similarly, Clear All Features will have no effect on the station user’s Account Codes or Class of Service.

7.13 Clear Phone Book on Answer

This feature clears the previous Phone Book area contents when you answer an incoming call. Then, it places the cursor in the left-most search field and allows you to start a new search immediately.

To turn on or turn off Clear Phone Book on Answer

    •    From the Directories menu, choose Clear Phone Book on Answer.

A check mark indicates if Clear Phone Book on Answer is enabled.

7.14 Comments in the Directories Area

This feature allows you to add your comments to an entry in the Directory's area for further use. Comments can be shared among operators, similar to Bulletin Board.

To display a Directories entry's comments

•

In Phone Book or BLF table view , move the mouse over the entry's Comments field. A tool tip appears displaying the full contents of the comment.

•

In BLF tile view, move the mouse over the comments icon .

Depending on the context, these features will be available.

To add or edit an entry's Comments

1. Do one of the following:

2. Right-click the entry (in either table or tile view) and select Edit Comments.
3. Double-click the entry's Comments field (in table view only).

2. Type a new comment or edit the existing comment.

3. You can use the Edit, Color, Font, and Style menus to format comments. Use the Return or Enter key to create a new line. Use the keys at the top of the keyboard to type numbers into the Edit box.
4. Comments will always be displayed in the chosen color. If colored ADF entries are used, the ADF file color will not override the comment color.
5. You can still receive and make calls while editing comments using the PC Numeric Keypad.

3. Click Save.

Note: The Comment text can be up to 1500 characters in length. An alert sounds if the Comment text reaches the maximum number of characters.

Note: If the Comments field is temporarily unavailable, an alert notifies you and the error message “Comments File Unavailable” appears.

To dial a telephone number in Edit Comments

    •    Double-click the selected number.

7.15 Do Not Disturb (Extensions)

Extension users usually set and cancel Do Not Disturb (DND) on their own phones but you may be asked to do it for them. When set, DND prevents calls from ringing the extension.

To activate Do Not Disturb on behalf of an extension user

1. Select Set Station DND from the Program menu.
2. Enter the extension number.
3. Click Yes.

To cancel Do Not Disturb on behalf of an extension user

1. Select Cancel Station DND from the Program menu.
2. Enter the extension number.
3. Click Yes.

To cancel Do Not Disturb for all extensions

1. Select Cancel All DND from the Program menu.
2. Click Yes.
3. Click Yes again to confirm the cancellation.

7.16 Dynamic Status

You can view the status of MiCollab Client users when Presence Integration is enabled. The status can contain Dynamic Status messages, custom text, and Calendar Advisory Messages.

The Directories area, Queued Calls area, and Destination area display Dynamic Status information in the Presence field and Presence tooltip. Additionally, you can view Dynamic Status information in the Transfer Assistant tooltip.

The Dynamic Status messages are updated dynamically as users change their status in the MiCollab Client Service. The Dynamic statuses can be customized within the MiCollab Client. Example statuses include:

8. At lunch
9. Do not disturb
10. Gone for the day
11. In a meeting
12. In the office
13. Mobile
14. Out of the office
15. Working from home

Set Dynamic Status

You can set the Dynamic Status for a MiCollab Client in the Directories area and Transfer Assistant.

Note: Dynamic Status can only be set for contacts that are hosted on the same MiCollab Client server as the Operator.

1. Right-click on the entry.
2. Click IM from the pop-up menu.
3. Click Set Dynamic Status from the pop-up menu.
4. Select the Dynamic Status from the drop-down menu or enter custom text in the Custom text area.
5. Click OK.

7.17 Email

The Email feature allows operators to quickly send emails to entries in several areas of the MiVoice Business Console:

8. Directories area
9. BLF
10. Phone Book
11. Queued Calls area
12. Calls on Hold
13. Transferred Calls
14. Parked Calls
15. Transfer Assistant area

Depending how you initiate the email, the User Messaging feature may automatically populate the email fields and body text with the following:

14. To- the email address of the entry you selected.
15. Subject- the caller name and number (if you have a caller in the Source panel when you initiate the email and if the caller info is available), and the predefined message description, if you selected one.
16. Line 1 of email body- the date, time, time zone, and GMT offset when the email was initiated (for example, May 1, 2014 10:55 AM EST (GMT -0500)
17. Line 2 of email body- caller name, if a caller is in the Source panel and caller info is available
18. Line 3 of email body- caller number, if a caller is in the Source panel and caller info is available
19. Line 4 of email body- the selected predefined message text, if available (for example, "This person would like you to call them back.")

To send an email to an entry

1. Display the panel area.
2. Right-click the entry.

Note: Right click is only available in the Calls on Hold queue if there is a Holding For party.

3. Click EMail from the pop-up menu.

Note: The email address of the entry appears after the EMail option in the pop-up menu. For example, you may seeEMailJoe@yourcompany.com. If an address is not configured for the entry, the option does not appear.

4. Select the appropriate pre-defined message, if available.

Note: If no predefined messages are available, you do not see the sub-menu of message options. In this case, a blank email opens when you click Send EMail.

5. Press Send.

Related Topics

3. Instant Messaging on page 92
4. Managing Calls in the Directories Area on page 65
5. Presence on page 116

7.18 Emergency Calls

This feature raises an alarm at the console to notify you that an extension has placed an emergency call so that you can direct emergency services, for example, police or ambulance personnel, to the location from which the call was placed.

This notification consists of a special emergency ring and a message in the status area. Additionally, the emergency call log button flashes in red. This notification consists of a special emergency ring and a message in the status area. An emergency notification tone is also played on your headset/handset device if you have the option to play incoming call ringing on your headset/handset enabled. Additionally, the emergency call log button flashes in red.

Important: Ensure that you have a ringer properly configured, that the PC volume is not muted, and the speaker is not turned off so that so you can hear the emergency call alarm. Emergency calls override the Ringer if you have set the ringer off in the Operator Status area.

To display and acknowledge an Emergency Call

1.

Click the Emergency Call Log (), or press the Emergency Call Log keyboard key.

2. Click Clear to acknowledge the current emergency call.

To delete an Emergency Call

1. In the Emergency Call Log, select the cleared emergency call you wish to delete.
2. Click Delete.

Only cleared logs can be deleted. The MiVoice Business will retain all Emergency Call Logs.

To close the Emergency Call Log

    •    Click Close.

Once you exit the MiVoice Business Console, all logs are discarded from the Emergency Call Log; however, the logs can be retrieved through the MiVoice Business.

What does the  icon in the Emergency Call Log mean?

Emergency calls appear in the Emergency Call Log, with the most recent call listed first. A current

emergency call is marked with the Emergency Call Log () icon; previous emergency calls are not marked with the icon. Therefore, only emergency calls marked with the icon can be cleared.

Sometimes I cannot view the current emergency details - why?

Only one person can view the current emergency call details at a time. Other operators receive "Emergency Call Displayed by <extension>" in the response area at the bottom of their application. If another operator is viewing the current emergency call details, you can still access locally cleared emergency call information, but you cannot access or clear the current call.

Sometimes the Emergency Call Log disappears - why?

If you do not click Clear approximately 60 seconds after receiving the emergency call, the log reverts to Phone Book so another operator can view the current emergency call details.

If another operator doesn't acknowledge the emergency call, click the Emergency Call Log Emergency

Call Log () icon again, or press the Emergency Call Log keyboard key again to open the Emergency Call Log.

7.19 Incoming Calls Threshold

To reduce call-waiting times, your system may be programmed to present incoming calls to other consoles or answering positions. If your system is programmed this way, you can specify the number of calls that must be incoming before the system rings your console.

To set the incoming calls threshold, refer to Options (Queued Calls).

Screen Pop is also controlled by the Incoming Calls Threshold. See Enable Screen Pop for more information.

7.20 Instant Messaging

The Instant Messaging (IM) feature allows you to quickly and easily initiate an Instant Messaging conversation in the following areas of the MiVoice Business Console:

4. Directories area
5. Queued Calls area, except Incoming Calls queue
6. Transfer Assistant area
7. Destination area

For this feature to work, Presence Integration must be enabled and the party you wish to chat with must be a MiCollab client or a third-party client (supported through MiCollab Federation).

Depending on how you initiate the IM conversation, the Instant Messaging feature may automatically populate the IM conversation window fields and body text with the following:

6. Participant- the IM address of the entry you selected.
7. IM body text- the selected predefined message text, if available (for example, “This person would like you to call them back.”)

To start a new chat or to view a previous chat for a specific user

1. Double-click on the user’s presence field in the directories, queued calls, or transfer assistant areas to open the chat window for the user.

Note: If the Presence field is blank for the entry, the IM option is not available. If the presence icon is grey, chat is unavailable.

2.

Press Chat , or the Chat keyboard key to open the chat window and click the user’s entry in the chat list on the left side.

Note: To view previous chats for a user that is not in the chat list, enter the user's name in the search area at the top of the chat list and click on the user or select the user and press enter. You can also open previous conversations by double clicking on the user's presence field in the console's main window.

Note: If you use CloudLink Chat, the list also includes contacts that have sent you messages when the console is closed.

3. Enter your message in the lower right text box and click Send.

Note: If you are in a call, the source party’s name and number are automatically populated in your new chat message.

Note: To clear the entered text, click Cancel.

To send a predefined message to a specific user

1. Right-click on the user’s entry in the console’s main window.
2. Click IM from the pop-up menu.
3. Click Send Instant Message.
4. Select the appropriate predefined message, if available.

Note: If you are in a call, the source party's name and number is automatically populated in a new chat message, followed by the selected predefined message. If you are not in a call, only the predefined message is populated.

Note: If predefined messages are not available, the message sub-menu option is not displayed. In this case, the chat window is opened to enter the message.

Receiving chat messages from other users When another user sends you a message:

1. The chat button in the toolbar and the chat button in the chat window are updated with an unread

message indication .

3. An unread message indication (red dot) is placed beside the sender's entry in the chat list.
4. Windows visual and audible notifications are provided (supported on windows 10 if notifications are enabled on your PC).

To view a chat message received from another user

1.

Press Chat, or the Chat keyboard key to open the chat window and select the user with the unread message indication (red dot) from the chat list.

OR

2. Double-click on the user’s presence field in the directories, queued calls, or transfer assistant areas.

Note: When a chat with unread messages is opened, the unread messages indication is removed from the user’s entry in the chat list. If there are no more chats with unread messages, the unread message indication is removed from the chat button in the toolbar and the chat button in the chat window. With CloudLink chat, you can add emojis to chat messages by clicking the emoji in the button area of the chat window and selecting an emoji from the list. You can also see whether the last message that you sent has been read, and that a chat participant is typing a response.

To call directly from the chat window

1.

Press Chat, or the Chat keyboard key to open the chat window.

2. Search for the user in the search area at the top left of the chat list.
3. Right-click the user from the chat entry and select Call.

Related Topics

2. Email on page 89
3. Presence on page 116

7.21 Instant Messaging Chat Groups

Group chat lets you chat with multiple contacts simultaneously.

Note: The Chat Groups are only supported with CloudLink chat.

To create a group to chat

1. In the chat window, click Groups to open the Groups configuration box.
2. Enter a contact’s name in the search area and select the name from the search results.

The contact will be added to the participant list.

3. Continue to enter additional contacts to the list in the same way.
4. Click OK to create the group.

If a group already exists with the specified members, the existing group chat is opened. If the group doesn’t exist, a new group is created and a new chat is opened.

To add contacts to an existing group

1. Click Groups to open the Groups configuration box.
2. Enter one or more contact names in the search area and select the existing group.
3. Search for the name of the additional contact to be added and select the name from the search results.

The contacts are added to the list.

4. Click OK

If the group already exists with the selected contacts, the existing group chat is opened. If the group does not exist, a new group is created with all the members and a new chat is opened.

To search for a group

You can search for a group in the chat window search area and in the groups configuration box search area by entering the first few characters of a users first and/or last name. You can also search for multiple users in the search box.

For example, when the names Ann Lesl Sheil are entered in the chat search box, a drop-down list of matching groups is displayed as follows:

Ann, Bill, Leslie, Mindy & Sheila

Ann, Leslie & Sheila

Andrew, Ann, Bill, Leslie, Norm & Sheila

The same results are shown if you enter contacts’ full name into the Chat Search box:

ann foster leslie smith sheila thompson

Similarly, if you enter the contact’s last name (or the first few letter of the last names):

foste smi thomps

The result is the same as above as you are searching for contact’s first name or last name.

Note: The console presents the chat group in the search suggestions using first name (example: Ann, Leslie & Sheila).

7.22 Master Profile

Master Profile allows configuration settings to be shared by a group of console users.

When master profile is enabled on your console you will see one of the following icons in the Status Area:

- A green icon indicating that the import of settings has been successful.

- A red icon indicating that an error condition has occurred. The errors may include:

4. The import of the shared settings has failed. In this case your console runs with its last known settings. Any configuration changes made by the master since your last successful start up will not be in effect on your console.
5. Your console is a master console and you have changed shared settings but have not generated the master profile file. Your configuration changes will be lost if your console is restarted without generating the master profile.
6. Your console is not a master console and you have changed shared settings. The configuration changes should be made by the master console and a new master profile should be generated to prevent the configuration changes from being lost.
7. The import of the shared settings had errors. In this case, unrecognized settings are ignored. This can happen if the master profile file is corrupt or the file was generated by a console running a different software release. Ensure consoles are running the same software release and regenerate the master profile.

You can view the items are in the master profile by navigating to Tools > Options > Master Profile.

To generate the Master profile, see Options (Master Profile). For more detailed information on the Master Profile, see MiVoice Business Console Administration Help.

7.23 MS Office Calendar Integration

When MS Office Calendar Integration is available, you can check someone's calendar and see when they are available using the following areas of the MiVoice Business Console:

5. Directories area
6. BLF
7. Phone Book
8. Queued Calls area (except Incoming Calls)
9. Transfer Assistant area

To check the Calendar of an entry

1. Select the entry from the appropriate area.
2. Right-click on the entry.
3. Select Check Calendar from the drop-down menu.

The Calendar Window shows the availability information of the caller. You can select any other day from the Calendar to get the availability information.

Availability Information

4. Availability information is shown for 24 hours of a day.
5. The Current hour is at the center of the displayed day’s hours.
6. A Vertical scroll bar is provided to see all 24 hours of a day.
7. A Color Code used for status is shown in the table below.

Color Code	Status
	Busy
	Tentative
	Out of Office
	No Information
	Free

7.24 Configuring MS Office Calendar Panel

Steps to set up Calendar Integration on MiVoice Business Console

1. From the Tools menu, select Options and then click Calendar.
2. Select the Enable Calendar feature check box.
3. Enter the Email Address for the operator. When the Enable Calendar feature is enabled or disabled, with no email address in the Email Address field, the console displays Not currently active. This means that the feature is not active. The Calendar Integration feature requires an authenticated email address to be functional.