IPBRICK Call Manager Quick Guide

Transcription

1 IPBRICK Call Manager Quick Guide IPBRICK SA March 16,

2 Contents 1 Introduction 3 2 IPBRICK CallManager Web Interface Authentication Dialling Hangup Supervised Transfer Blind Transfer Parking

3 1 Introduction CallManager for IPBRICK is a call management module and is mainly used for receptionists and telephonists. It is based on Flash Operator Panel 2 (FOP2) and allows you to manage and monitor the status of extensions, sip trunks, queues and conference calls, of a company, through a simple web interface. This solution is the equivalent of a phone expansion modules, which are usually a very expensive extra. Advantages: Reliability A low cost alternative to a phone expansion module Features: Make calls Transfer calls Transfer to voic Pickup Call Listen and speak to an extension End call 3

4 2 IPBRICK CallManager Web Interface 2.1 Authentication At the login page type your extension and password. Figure 1: Login The CallManager for IPBRICK interface is mainly composed of two areas: The task-bar that allows the user to perform actions, such as: Dial Blind Transfer Supervised Transfer Call Pickup Hangup If in doubt of each icon s function, simply hover with the cursor over it and it will display it s name. 4

5 Figure 2: Taskbar The viewing area presents you with all the extensions available. Figure 3: Viewing Area Next to the task bar you will find the following features: The Filter Box allows you to filter by name or extension number; The Dial Box allows you to type numbers or URLs for SIP calls; The status select Box allows you to set your status (Available, Busy, Unavailable). Figure 4: Filter, Dial and Status boxes 5

6 NOTE: In the IPBRICK WEB Interface there is also a menu for the CallManager for IPBRICK, which lets you configure which buttons are visible and which extensions each user will have available. At the top right hand corner of the screen you will find the following icons: Figure 5: Configurations - Phonebook - Logout Configurations - Displays the available configurations grouped by Sounds, Display and Popup; Figure 6: Configurations Phonebook - You will need an SQL database with the necessary entries in order for this feature to be available; Logout - When you logout you will visualize a confirmation prompt to make sure you wish to end your session. 6

7 Figure 7: Logout Prompt 2.2 Dialling To dial a number simply click on the Dial box. Figure 8: Dial Box - Number Pad Type the number on the pad and click on the Dial icon. Figure 9: Dial 7

8 You may also click on the desired extension it will be highlighted in blue. Figure 10: Authentication - Modify Click then on the Dial icon. Figure 11: Dial The highlighted extension will display the info on the call Figure 12: Info on the call 2.3 Hangup You may hangup your phone via the interface, but you may also select another extension s, it will all depend on the permissions assigned at the IPBRICK web interface on the access groups permissions. To hangup simply select the extension and click on the Hangup icon. 8

9 Figure 13: Hangup You will also visualize a confirmation prompt in order to make sure you wish to terminate the call. Figure 14: Hangup Confirmation 2.4 Supervised Transfer The most commonly used transfer is the Supervised Transfer. When using supervised transfers, the system will stay on the line when a call is transferred, the person calling will get music on hold and the user taking the call will speak to the operator to where the call was transfered, just to make sure the transfer completes correctly. Figure 15: Operators involved 9

10 The operator simply picks up the phone, selects the extension to where he intends to transfer (it will be highlighted in blue) and clicks on the Supervised Transfer icon. Figure 16: Supervised Transfer icon 2.5 Blind Transfer In a Blind Transfer environment, the user will start the transfer to an extension and then just hang up, when the transfer is complete. The caller will not get music on hold and the transfer procedure will be transparent to him. Figure 17: Operators involved To do a blind transfer, the operator receiving the call simply selects the phone where to transfer it (it will be highlighted in blue) and clicks on the Blind Transfer icon. 10

11 Figure 18: Blind Transfer 2.6 Parking Call parking is a feature that allows an operator to put a call on hold and continue the conversation with another. Calls put on parking will have a waiting period that cannot surpass, by default, 60 minutes (This can also be configured at the IPBRICK web interface). When the operator receives a call that he or she wishes to put on call park, he should click on Call Parking (it will be highlighted in blue). Figure 19: Parking He then clicks on the Supervised Transfer or Blind Transfer icons. Figure 20: Blind Transfer icon 11

12 Figure 21: Supervised Transfer icon The received call will be parked and the time will start to countdown from 60 minutes. Figure 22: Parking selection When the operator is ready he may pick up the call by clicking on the pickup icon. Figure 23: Parking Afterwards he may answer the call or transfer it. 12