Agent Mode Operation | Casio 40DHB0002USAR specification

Phone Manager

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.

Phone Manager User Guide	Page 57
IP Office	40DHB0002USAR Issue 13a (22nd September 2005)

Image 57

Casio 40DHB0002USAR manual Agent Mode Operation

Contents

IP Office Page Table of Contents How To Call Handling Table Of Contents Page Getting Started IntroductionPhone Manager Pro Phone Manager Lite Phone Manager PC Softphone Feature Phone Phone Manager Feature Comparison Phone Manager User Guide IP Office Logging Getting StartedStart Programs IP Office Phone Manager Logging OnPage Main Window Phone Manager Call Status Icons Call StatusNumber From Messages Call History Status Add to Directory Call Number backAdd to Speed Dial Add to Outlook Out Missed All MessagesTo collect your new messages Speed Dials Speed Dial Options Conference External Speed Dials Door Account Codes Queue Voicemail Status Script Call Park Area Park a CallTag a Parked Call Language Configure MenuProfile Load Skin PBX Configuration Information Import Configure DirectoryExport Close Directory Entry ConfigurePreferences Do Not Disturb Forwarding Telephone Park ID Phone Manager Queue ID Agent ModeDoor Release Select All Screen Pop Short Cut Keys Configuring your Screen Pop Software Please select your preferred audio codec for VoIP Audio CodecFrames per packet Confirm VoIP IP Address Configuring Compact Mode Preferences Compact ModeActivating Compact Mode Start in Compact Mode Slider Using Phone Manager in Compact Mode Changing the Custom Date Format Date & Time Setting USB Settings Clock TypeChanging the time displayed Remember Password Check Box Enable Instant Messaging SupportInstant Messaging Server Select required mailbox Personal Distribution ListsList ID List Name Creating a Personal Distribution List Default SizingAdding members from an existing Personal Distribution Lists Click Create to create your Personal Distribution List Saving your profile ProfileLoading your profile Click Save Profile Functions Menu Park/UnPark1-4 F9-F12 Ringback when free internal onlyBusy Not Available Ins Busy Wrap Up Del Call Directory ListRingback Account Code Call with Account Code Transfer TransferBlind Transfer Absent Status Account Code Call Handling Icons Microphone Volume F5 Record Function Keys PC Softphone Operation Hands Free Operation Agent Mode Operation Help Menu IP Office Conferencing Center Configuring your Preferences Configuration Changing the External Default Number Speed DialsExternal Speed Dials Internal Speed Dials Status Speed Dial TooltipsPresence New VoiceMails Edit Speed Dial Form Directory Entries Make a Call using a Directory EntryCreate a Directory Entry Edit a Directory Entry Create a Directory Entry from an Existing Call Default SizingCreate an MS Outlook Contact from an Existing Call Select Add to OutlookPage Call Handling Make a CallHands Free PIN Restrictions Making a CallSpeed Dials Place Call On Hold Receive a CallTake a Call Off Hold End a Call Clear a Call Tag a CallTransfer a Call Blind Transfer a Call Tag a Transferred Call Transfer a Call to Another Users VoicemailCreate a Conference Call Remove a Member from a Conference Reclaim a Call Collect Your New Voicemail MessagesPark a Call Unpark a Call Phone Manager User Guide IP Office Answer a Call Set Ringback When FreeAnswer a Call Waiting Call Tag Form Set an Absent Message Making a Call with an Account Code Delete all Calls from the Call HistoryWorking with Queues To cancel How ToTake Your Calls from Another Extension Forward Your Calls to Another Location Set Do Not Disturb DND Set a Do Not Disturb Exception NumberRemove a Do Not Disturb Exception Turn Call Waiting On/Off Transfer Back to Forwarded ExtensionTurn Voicemail On/Off Turn Voicemail Ringback On/Off Turn Off Hook Operation On/Off Select the Tabs to Show in Call HistoryCreate a Speed Dial Create a Speed Dial Group Member Create a Speed Dial from the IP Office Directory Create a Instant Message Speed DialSelect Add User Delete a Speed Dial Edit a Speed Dial Make a Call Using a Speed Dial Create a Speed Dial to a Users ExtensionCreate a Speed Dial While Creating a Directory Entry To Make a Call Using an Account Code Using Account CodesUsing an Account Code Once a Call is in Progress To Assign an Account Code to a Call in Progress Hints & Tips for System Administrators System Administration Phone Manager Lite/Pro Glossary Phone Manager User Guide IP Office Phone Manager User Guide IP Office Page Index Phone Manager Users Guide Page AL7 1LZ