Avaya IP Office SoftConsole

AVAYA IP Office SoftConsole

SoftConsole

SoftConsole is the PC based Windows Operator Console for IP Office. SoftConsole has been designed to improve operator service by providing the operator with call information and available call actions to simplify call handling and give the appropriate response to the caller. With this easy to use software tool the operator can maintain visibility of the number and type of calls waiting and so ensure that clients are greeted in a professional manner. SoftConsole has a similar look and feel to the Phone Manger application and can be minimized in the Windows system tray when not in use, but will pop up on the screen when a call is received.

softconsole_ann

SoftConsole has been designed to be easy to use, while offering a look and feel, which will appeal to experienced and novice operators alike.

The SoftConsole screen is divided into the following areas:

•	Main Menu Bar

Commands and actions are available through menus. Some features can only be used when the right conditions. If they are not available, the feature will be “grayed out” until conditions change that allow the feature to be used. The following features are available on the tool bar:

•

•	Save Profile.

•

New call.

•	Answer call.

•	Hold call.

•	Transfer call.

•	Transfer complete.

•	Reattempt transfer.

•	Conference.

•

Hang up.

•

Page.

•	Record call.

•	Compact view.

•

Dial Pad.

•	Access conference room 1.

•	Access conference room 2.

•

Options.

•	Call Details Panel

The call details panel on the left shows details of the current call which will include the following information:

•	Calling Name The system directory name associated with the calling number.

•	Calling Number The telephone number of the call originator.

•	Called Name The system user name or hunt group name associated with the called number.

•	Called Number The extension number the incoming call has been routed to by the system.

•	Call Status States the progress of a call. The border around the call status panel changes color to indicate the status of the call.

•	Call Duration The length of time that the has been in the state as indicated by the Call Status

•	Notes This area displays notes or information about the call i.e. when a call has been returned as there was no answer from the extension it was transferred to. If annotation is attached to the call, details are shown in the Notes area.

If a new call arrives, the call details panel will display the calls waiting to alert the operator and allow answering of the call based on the Caller ID.

•	Directory Panel

The directory panel on the right shows information on following:

•	Directory entries Including IP Office users, hunt groups and external directory user (non IP Office extensions)

•	Single directory entry details Including IP Office users, Hunt Groups and external directory user (non IP Office user).

•

Script
When a script has been configured for either the calling or called number, the script is displayed in this panel. For example, an operator may be answering calls on behalf of more than one company. To ensure the call is answered with the correct company name a script file can be created with the company name details. The script is displayed whenever a call is received for that company.

•	Conferencing Within SoftConsole, calls can be conferenced when held, or a conference can be created through the two conference rooms:

•	Conference Held Calls An operator can conference calls that are in the Held Panel. All calls in the Held Panel will be conferenced.

•

Conference Room
An operator can configure up to two conference rooms including details on who is hosting the conference plus the ability to send out invites to conference participants (automatic invites can be generated in conjunction with VoiceMail Pro, see IP Office Conferencing Center for more details). SoftConsole gives the operator visual status of calls in the conference room:

Not Invited.	Invited.	Joined.	Declined.	Unavailable.

•	Queue Panel The queue panel displays a bar graph of the number and the status of external calls held in a particular queue. Up to 8 Call queues can be configured and labeled to reflect incoming calls for specific Hunt Groups.

•

Held Calls Panel
The held call panel enables the operator to manage all calls held at the operator station. These calls will appear as a list in panel. The operator can perform the following the functions: Answer the highlighted held call, Answer the longest held call, Conference held calls (see conferencing section above) or Transfer held call.

•

BLF Panel (Busy Lamp Field Panel)
The BLF panel displays icons to indicate the status of selected users. Each icon provides information on individual users such as: Unread 'User' voicemail messages, User status information, for example Busy, DND and Forwarded is indicated by the various icons used. Up to 10 tabs with 100 icons on each tab are supported.

•	Park Slot Panel The park slot panel can contain up to 16 system-wide park slots with specific Park ID's for each slot.

•	Call History SoftConsole's call history keeps a combined record of up to 100 (incoming, outgoing and missed) calls while the application is active Double-clicking any logged call dials that number.

•

Status Bar
This Shows current status of the system and is divided into four sections that display current connection status, current Profile name, information messages and The number of new voice mail messages for the operator. Information messages include any alarm conditions that are present within the system.

SoftConsole Options

SoftConsole has many configurable options available to the operator to personalize the look and feel. The Operator can tailor the usability specifically to each their personal preferences. The following configuration options are available:

•	Incoming Calls This tab enables the operator to manage the local SoftConsole directory by creating, editing and deleting entries from the selected directory. Also the operator is able to associate a script or media file with each specific entry.

•

Queue Mode
This tab enables the operator to configure the queue window with up to 8 hunt group queues, which will include a recall queue. Queues can be created, edited and deleted while also providing the operator with the additional benefit of positioning them in the queue window in order of operator preference. Management by exception is used to monitor queue status by enabling the operator to set up various alarm thresholds such as the Number of calls in queue and Longest waiting call time. A WAV media file can be associated with an alarm for further customization.

•	Park Slots This tab enables the operator to define which park slots are accessible on a system wide basis up to a maximum of 16. The operator is also able to assign which numbers are used to access each park slot and where the slot appears in the park slot panel.

•	BLF Groups This tab allows the operator to create and edit BLF groups.

•	Door Entry This tab allows the operator to configure up to two door entries.

•	Directories This tab enables the operator to choose access to the following directories: SoftConsole local directory, IP Office system directory and Microsoft Outlook contacts. Once chosen, the operator is able to map fields to directory entries.

•	Conferencing This tab allows the operator to set up the names of the two conference rooms. The names will appear on the telephone displays of users in the conference room (maximum of 10 characters).

•	Keyboard Mapping This tab allows the operator to assign keyboard short cut keys for SoftConsole functions.

•	Keyboard Actions This tab allows the operator to specify the default action when alphabetic or numeric characters are pressed.

•	Alphabetic Keystrokes: Begin directory search or Open call annotation window

•	Numeric Keystrokes: Begin directory search or Open pop-up dial pad

•	Appearance This tab allows the operator to change the appearance of SoftConsole fonts, skins and the call information window color.

•	SoftConsole This tab allows the operator to save the changes made to the configuration of SoftConsole either automatically or manually to a local configuration file on the PC.

Authorised AVAYA - NEC - Infoblox - ShoreTel - Telstra Dealers - AUSTRALIA WIDE
30 Years - Phone Systems
Sales - Support - Knowledge
Freecall - 1800 800 170

Home | Support | Contact Us

Authorised AVAYA - NEC - Infoblox - ShoreTel - Telstra Dealers - AUSTRALIA WIDE 30 Years - Phone Systems Sales - Support - Knowledge Freecall - 1800 800 170

Home | Support | Contact Us

Authorised AVAYA - NEC - Infoblox - ShoreTel - Telstra Dealers - AUSTRALIA WIDE
30 Years - Phone Systems
Sales - Support - Knowledge
Freecall - 1800 800 170