Casio 40DHB0002USAR Agent Mode Operation

Phone Manager

Phone Manager User Guide Page 57

IP Office 40DHB0002USAR Issue 13a (22nd September 2005)

Agent Mode Operation

Phone Manager Pro only. Agent Mode allows Phone Manager to be used as a call center tool. It allows

you to perform a number of call center functions without needing a specially designed call center

telephone*, ie. one with dedicated keys for functions such as busy wrap up.

Agent Mode is enabled through the Agent Mode tab within Configure | Preferences.

• Note: Logging on and logging off is separate from Agent Mode and is enabled through the

Configure | PBX menu. See Getting Started.

In Agent Mode:

• Phone Manager displays Busy Wrap Up and Busy Not Available icons allow you

to go into those states.

• Use Busy Wrap Up when you temporarily need to stop receiving calls when you 'wrap up' the

details of the call just finished.

• Use Busy Not available when you need to stop receiving calls for some other reason.

• The Select Group icon show the groups for which you will receive calls when not in Busy

Wrap Up or Busy Not Available.

• The Start and Stop icons are available for recording conversations. Call recording

requires VM Pro.

• The Account Codes tab allows you to make calls with the appropriate account code or to easily

apply an account code to a current call.

• In Agent Mode, the functions of the F1 and F3 keys are swapped. F1 becomes 'account code'

and F3 becomes 'call'. These are the default settings.

*We still recommend that only Avaya telephones are used in call centers. Most standard telephones are

not designed for normal call center conditions, ie. the possible high number of on-hook, off-hook actions

and key presses. Whilst standard telephones are okay in most domestic and business situations, they

are likely to fail frequently in a call center environment.

Contents

Main Page Table of Contents Page Page Page Getting Started Introduction Page Phone Manager Feature Comparison Page Getting Started Logging In Page Phone Manager Main Window Call Status Call Status Icons Call History Call History Page In Out Missed All Messages Speed Dials Speed Dial Options External Speed Dials Conference Account Codes Door Voicemail Queue Script Status Call Park Area Configure Menu Configure Menu PBX Configuration Information Configure Directory Directory Entry Configure_Preferences Forwarding Do Not Disturb Voicemail Telephone Phone Manager Park ID Queue ID Door Release Agent Mode Short Cut Keys Screen Pop Configuring your Screen Pop Software Audio Codec Compact Mode Configuring Compact Mode Preferences Activating Compact Mode Using Phone Manager in Compact Mode The Slider Making a call Receiving a call Answering a call Date & Time Setting Changing the Custom Date Format Clock Type Changing the time displayed USB Settings Instant Messaging Personal Distribution Lists Creating a Personal Distribution List Adding members from an existing Personal Distribution Lists Default Sizing Profile Saving your profile Loading your profile Functions Menu Page Call Call (with Account Code) Transfer Account Code Absent Status Call Handling Icons Function Keys Hands Free Operation PC Softphone Operation Agent Mode Operation IP Office Conferencing Center Help Menu Configuration Configuring your Preferences Speed Dials External Speed Dials Changing the External Default Number Internal Speed Dials Speed Dial Tooltips Edit Speed Dial Form Directory Entries Create a Directory Entry Edit a Directory Entry Delete a Directory Entry Make a Call using a Directory Entry Default Sizing Page Call Handling Make a Call Hands Free PIN Restrictions Receive a Call Place Call On Hold Take a Call Off Hold End a Call Redial a Number Tag a Call Clear a Call Transfer a Call Blind Transfer a Call Transfer a Call to Another User's Voicemail Tag a Transferred Call Create a Conference Call Remove a Member from a Conference Collect Your New Voicemail Messages Reclaim a Call Park a Call Unpark a Call Tag a Parked Call Page Call Tag Form Answer a Call Answer a Call Waiting Set Ringback When Free Set an Absent Message Making a Call with an Account Code Delete all Calls from the Call History Working with Queues How To Take Your Calls from Another Extension Forward Your Calls to Another Location Set Do Not Disturb (DND) Set a Do Not Disturb Exception Number Transfer Back to Forwarded Extension Turn Call Waiting On/Off Turn Voicemail On/Off Turn Voicemail Ringback On/Off Turn Off Hook Operation On/Off Select the Tabs to Show in Call History Create a Speed Dial Create a Speed Dial Create a Speed Dial Group Member Create a Speed Dial from the IP Office Directory Create a Instant Message Speed Dial Edit a Speed Dial Delete a Speed Dial Make a Call Using a Speed Dial Create a Speed Dial to a User's Extension Create a Speed Dial While Creating a Directory Entry Using Account Codes Using Account Codes To Make a Call Using an Account Code To Assign an Account Code to a Call in Progress Account Code Required Using an Account Code Once a Call is in Progress System Administration Hints & Tips for System Administrators Page Glossary A B C D M N O P R V Page Phone Manager User Guide Page 93 IP Office 40DHB0002USAR Issue 13a (22nd September 2005) Index A B C D U V W