Using Contact Center PhoneSet Manager and Contact Center Softphone 365
To configure a speed dial number
1. Right-click the Phone toolbar and click Configure.
2. Click the Speed dial tab.
3. Under Name, type the name of the person to whom you will speed dial calls.
4. Under Number, type an extension or phone number (preceded by a number you dial to access an
outside line).
5. Click OK.
Configuring shortcut keys
You can assign a shortcut key to a telephony function to perform it with a simple keystroke. This enables you
to perform telephony functions while the soft phone is minimized or another application is currently selected.
To configure a shortcut key for a telephony function
1. Right-click the Phone toolbar and click Configure.
2. Click the Shortcut keys tab.
3. Under Shortcut key, select a telephony function.
4. Click the down arrow, select Ctrl, Alt, Shift, or Win, and select a keyboard number, letter, or function
from the list.
5. Click OK.
Configuring pre-announcement messages
Agents who have Contact Center PhoneSet Manager or Contact Center Softphone can record introductions
that are played to callers (for example, “Hi. This is Paul Jones in Customer Support. Could you please tell me
your customer site key?”) The introduction that is played is based on the queue the call arrives on and the
time of day it is received. The recorded introduction provides customers with a consistent greeting and gives
the agent extra time to retrieve customer information. You can stop pre-announcement messages at any time.
You can configure more than one pre-announcement rule. For each rule, you specify the conditions in which
the soft phone will play a particular pre-announcement message. If one or more conditions is satisfied for a
particular rule, the soft phone will play the associated pre-announcement message. You can order the rules
on the Pre-announcement rules table to establish their priority. Pre-announcement rules are evaluated in the
order shown in the table. If one pre-announcement rule is satisfied, the associated sound file is played and no
other rules are evaluated.
NOTE: To use pre-announcement messages with Contact Center PhoneSet Manager, you must have a Mitel
ACD desk phone (for example, 5212) and a PCTI adaptor. The PCTI adaptor enables the audio being played
from the agent PC and the audio from the agent desk phone to be mixed.
To configure a pre-announcement rule for Contact Center PhoneSet Manager
1. Right-click the Phone toolbar and click Configure.
2. Under This extension is a, select Desk phone.
3. To use audio devices for pre-announcements, select Use audio devices for pre-announcements
and specify the input and output audio device.
4. Click the Pre-announcement tab.
5. Click Add rule.
The Add / Edit pre-announcement rule window opens.
6. Select the conditions that determine when the pre-announcement message will play.
7. Specify parameters for each condition.
8. Select or record a wave file to play when the above conditions are met.
9. Type a name for the pre-announcement rule.
10. If you want to hear ringing on your desk phone, select Enable ringing sound in desk phone.
11. Click OK.