ISO 9001 Certified. Call for Outlook User s Guide PRELIMINARY 7/99

Transcription

1 R ISO 9001 Certified Call for Outlook User s Guide Printed in U.S.A. PRELIMINARY GCA /99

2 Comdial strives to design the features in our communications systems to be fully interactive with one another. However, this is not always possible, as the combinations of accessories and features are too varied and extensive to insure total feature compatibility. Accordingly, some features identified in this publication will not operate if some other feature is activated. Comdial disclaims all liability relating to feature non-compatibility or associated in any way with problems which may be encountered by incompatible features. Notwithstanding anything contained in this publication to the contrary, Comdial makes no representation herein as to the compatibility of features. Issued: 2/12/97

3 GCA Table of Contents Introducing Call for Outlook....1 Describing Call for Outlook...1 Describing Call for Outlook Telephone Directories 2 Installing Call for Outlook....3 Configuring Call for Outlook 3 Detailing The Configuration Options 4 Choose Phone 4 Options 5 Screen Pop Options 6 Pager Options 7 Using Call for Outlook...9 Using the Keyboard with Call for Outlook Using the Call Bar with Call for Outlook...11 Answering Calls...12 Conferencing Calls...12 Controlling Do Not Disturb...12 Forwarding Calls...13 Hanging Up a Call...13 Holding a Call...14 Retrieving Held Calls 14 Identifying Callers...14 Making Calls...15 Dialing on an Existing Call 15 Parking Calls...15 Setting Your Telephone s Audio Volume...16 Tagging Calls Contents 1

4 GCA Tracking a User Viewing Tracker Messages 17 Transferring Calls...17 Transferring To Voice Mail...18 Checking Your Voice Mail 18 Viewing Call History Contents

5 Introducing Call for Outlook GCA Introducing Call for Outlook Describing Call for Outlook Call for Outlook is software program that serves as an extension to Microsoft Outlook 98 software. It becomes part of the /scheduler/calendar program and adds call control to a desktop PC that interfaces with a digital communications system. Call for Outlook runs under Windows 95, and Windows NT 3.5 and higher. It is designed to use the advantages of these newer operating systems and is a 32-bit application. Call for Outlook is a Telephone Application Programming Interface (TAPI) application. It uses the Impact Integrator or PCIU TAPI drivers to connect to the Comdial Impact digital communications system; however, Call for Outlook works with other TAPI service providers. Some of the features that Call for Outlook provide include the following items: Works with the Comdial Impact 224/560/FX digital communications systems and the Comdial Impact 24/48/72 digital telephone systems (supported using the PCIU device), Provides screen pops using the Contacts and Address book information within the Outlook software. NOTE: If there is no information available from that source, Call for Outlook shows callerid and callerid name as well as the geographic origin of the call if that information is available), Tracks users by integrating the Comdial QuikTrak pager system with the Outlook calendar and mailbox, Has a separate floating Call bar to access telephone functions during a call, the status of the call is shown, and the functions not permitted are grayed out, Allows dialing from keyboard while on a call,. Provides access to the communications system features such as park orbits, Compiles a call history to allow call review, call backs, and report printing, Supports drag and drop between different applications such as Microsoft Excel and Microsoft Word. Microsoft and Microsoft Outlook, Windows 95, 98, NT, Excel,and Word are registered trademarks of Microsoft Corp., Redmond WA. Call for Outlook runs on a standard personal computer (PC) that meets the following software and hardware parameters: Microsoft Windows 95 / 98 / NT Microsoft Outlook 98, 16 Meg of RAM, VGA monitor (SVGA preferred), 5 Mbytes of hard disk space Either a serial port or network interface, Call for Outlook uses Comdial s wideopen.office either over the network or on the same PC. Describing Call for Outlook 1

6 GCA Introducing Call for Outlook Describing Call for Outlook Telephone Directories Call for Outlook reads its directory information from three different sources: 1. The directory stored in the digital communications system ( If you have installed the system by employing a PCIU, this directory will only contain your personal extension.), 2. The Contact folders you have stored within Microsoft Outlook, 3. The set of address books kept by the Microsoft Exchange server, Call for Outlook creates a new tab for each address book and contact folder, in the dial, transfer, and conference dialogs. The program uses these directories for dialing other parties; identifying incoming calls that have caller ID, doing screen pops, and keeping records in the Call History log. Call for Outlook allows up to a maximum of 80,000 entries from each of the various directory sources. 2 Describing Call for Outlook

7 Introducing Call for Outlook GCA Installing Call for Outlook Your installer may have installed Call for Outlook. If so, you only need start the program running and configure its features. If you need to install Call for Outlook, navigate to its file location, and double-click the setup.exe icon that is stored there. Double-clicking setup.exe runs the setup kit that loads software and installs any needed operating system patches. The setup kit also installs either the Impact Integrator or PCIU TAPI service providers per your specification. The setup kit presents a dialog box on the screen. Click OK in the box to effect the installation. start.cdr Once Call for Outlook is loaded, it starts a setup wizard that helps you configure the software to your particular application. Configuring Call for Outlook To insure Call for Outlook s ease of use, designers kept the configuration options to a minimum. The following paragraphs describe these options and discuss their use. config.cdr Installing Call for Outlook 3

8 GCA Introducing Call for Outlook Detailing The Configuration Options Choose Phone The choose phone option allow you to choose the telephone extension that Call for Outlook will use this is usually your extension. The Dial and Line Properties buttons lets you configure the Windows telephony drivers. dial.cdr line.cdr 4 Installing Call for Outlook

9 Introducing Call for Outlook GCA Options The Options dialog lets you customize the Call for Outlook parameters. option.cdr Option Pause key restores or hides Outlook Always on Top of the screen Show Call bar when on a phone call Show Call bar when Outlook is showing Tell Phone Switch about Caller Name Description The pause key brings Outlook to the top of the screen or hides it if it is already on the desktop This option keeps the call bar visible at all times With this option, you can have the call bar appear when you are on a call. You can hide it when not on a call. If you want the call bar to appear whenever you bring Outlook to the top of your screen, exercise this option. This option is for non-pciu sites that have caller ID service. The program searches for the name of the caller using caller ID and sends the name to the communications system. If you transfer the call to someone else, the name appears on the telephone display of whoever gets the call. Show Large Buttons on the Call bar When calling internally, check the called party s calendar Debug Mode You can also use this parameter for call accounting purposes. If you wish to see large buttons with descriptions on the Call bar, select this option. If you check this option, Call for Outlook consults the called party s Outlook calendar for his or her activity information. The caption on the Call bar tells you their status. The debug mode determines the source of problems in a system. Since the software runs slower when this is on, keep the debug mode turned off during normal operation. Installing Call for Outlook 5

10 GCA Introducing Call for Outlook Screen Pop Options This dialog lets you configure how you wish the screen pops to perform. scrnpop.cdr Option Beep when popping a call record Pop when Ringing from outside Pop when Ringing from Inside Pop on Answering outside call Pop on Answering inside call Pop on Calling to outside Pop on Calling with intercom Description This option causes an audible beep to sound to indicate a call has caused a dialog to appear on the desktop. This option causes screen pops to occur during outside ringing and inside ringing. If a call is ringing from the outside and the caller ID is available and there is a record in Outlook for the caller, the option displays a dialog to show the caller s identity. This option causes screen pops to occur when you answer either an outside call or an inside call. If you answer a call and there is a record in Outlook for the caller, the option displays a dialog to identify the caller. This option causes screen pops to occur when you call outside or when you call inside. If you call someone and there is a record in Outlook for the caller, the option displays a dialog to show who you called. 6 Installing Call for Outlook

11 Introducing Call for Outlook GCA Pager Options This dialog lets you configure how you wish Call for Outlook to integrate with a paging system such as Comdial s Tracker Pager system. There are several parameter choices that you can make to customize Call for Outlook s paging operation. pager.cdr Option Page for Appointments Page for Do not page for Page for priority Page for all for pages Select your QuikTrak Pager Description To activate the paging feature, click a check-mark beside this choice. This selection lets you enable paging and pick one of the options for handling the page. This selection enables paging. This selection sends pages when system receives urgent that remains unread for 10 minutes. This selection sends pages when system receives that remains unread for 10 minutes This selection lets you enter the address of your cell-phone or your pager so that Call for Outlook can page those devices through your subscriber service. This menu shows the list of pagers to which the Comdial QuikTrak Tracker Pager system refers. These pagers can be both local and wide area models, and you can select your pager from this menu if you wish. Installing Call for Outlook 7

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13 Using Call for Outlook GCA Using Call for Outlook Using Call for Outlook requires that you merely click the appropriate button on the Call drop-down menu, or the appropriate Call bar button, or press the appropriate key on your PC s keyboard. Call Drop-Down Menu Callbar Tools desktop.cdr Using Call for OutlookInstalling Call for Outlook 9

14 GCA Using Call for Outlook Using the Keyboard with Call for Outlook Certain keyboard functions adds flexibility to the Call for Outlook feature. The following illustrations detail those keyboard functions. tips.cdr Accent (`) Silences The Ringer Function Keys F1 = On-Line Help F2 = Toggles Do Not Disturb On and Off* F3 = Toggles Mute On and Off F4 = Toggles Headset Mode On and Off* F5 = Tag Call With Information F8 = Conference Several Calls Together F11 = Park Calls F12 = Listen or Transfer To Voice Mail Pause Pop/Hide Window call013 Minus (-) Holds A Call Retrieve A Call Plus (+) Hangs Up Calls Insert Pops Current Call Record Creates New Contact Entry Decimal (.) Transfers Calls *If you are using a PCIU, these functions require feature buttons on the telephone. Enter Make Or Answers Calls Shift-Enter Sends TAP Signal 10 Using the Keyboard with Call for Outlook

15 Using Call for Outlook GCA Using the Call Bar with Call for Outlook Call for Outlook places a call bar on your desktop whenever Microsoft Outlook is running on your PC. You can use this call bar to access the Call for Outlook functions. NOTE: If you hold your mouse cursor over a button, a tip that describes that button s function appears on the screen. toolbar.cdr The call bar can appear with large buttons or small buttons as you wish. You make this choice from the Options dialog. Tool Description Call This button presents a dialog from which you can place a call. Answer This button answers your ringing telephone. Hold/Retrieve This button places calls on hold and retrieve held calls. Hangup Hang up your active call with this button. Transfer Use this button to transfer a call using the presented dialog. Conf. Use this button to Conference a call using the presented dialog. Track Tracks a distant party using the Comdial Tracker Pager system Park You can park an active call with this button. Voice Mail Clicking this button automatically drops you into your voice mail box when you have voice mail messages When you are on a call, clicking this button presents a dialog that allows transfer to a voice mail box. History Obtain a dialog detailing your call history with this button. Options This button presents a dialog from which you can change the Call for Outlook s operating parameters. Using the Call Bar with Call for Outlook 11

16 GCA Using Call for Outlook Answering Calls To answer a ringing call at your telephone do any one of the following actions: Press the Answer button on the Call bar. Click Answer on Outlook s Call drop-down menu. Press Alt-A on the keyboard. If the Call bar is on top of the desktop, press Enter. Conferencing Calls You can establish both supervised and unsupervised conference calls with Call for Outlook. By using the Conference dialog, you can select numbers from the overall list, different groups, or a personal directory. The software even keeps a list of recent numbers in the combo-box for redialing. The dialog also shows which extensions are busy so you can tell if a conferee can answer. To create a conference with an active call, do either of the following actions: Choose the Conf. button on the call bar. Click Conference on Outlook s Call drop-down menu. conf.cdr Press F8 on the keyboard. Press Alt-N on the keyboard. Controlling Do Not Disturb You can use Call for Outlook to turn on and off the Do Not Disturb condition at your telephone. Do so in the following manner: Click Do Not Disturb on Outlook s Call drop-down menu. Press F2 on the keyboard. 12 Answering Calls

17 Using Call for Outlook GCA Forwarding Calls Call for Outlook provides several call forwarding features that you can use to forward calls to another station. Always Forward allows call forwarding for every call that the system routes to your station, Forward, Ring No Answer allows call forwarding for just the calls that ring at your station and receive no answer, No Forwarding disables call forwarding. This is the default setting. You can enable a call forwarding parameter for your station as you wish. To set call forwarding, do either of the following actions: Click Forward on Outlook s Call drop-down menu. Press ALT-A followed by ALT-F on the keyboard. When the call forward dialog appears on the screen, choose the type of forwarding that you desire and click Ok. Hanging Up a Call To hang up an active call, do either of the following actions: Choose the Hangup button on the Call bar. Click Hangup on Outlook s Call drop-down menu. Press the key on the keyboard. Forwarding Calls 13

18 GCA Using Call for Outlook Holding a Call To places an active call on hold, do either of the following actions: Choose the Hold/Retrieve button on the call bar. Click Hold on Outlook s Call drop-down menu. If you are on a call, and then make another call, Call for Outlook will automatically put your original call on hold. Retrieving Held Calls To retrieve a held call, Choose the Hold/Retrieve button on the call bar. A window that shows the held calls will pop open for your reference. hold.cdr Select the call that you wish to retrieve from this list (selection is necessary only if there is more than one call on hold) and click OK. Click Retrieve on Outlook s Call drop-down menu. Press the key on the keyboard. Press Alt-R. NOTE: If only one call is currently on hold or if you wish to retrieve the last call that you placed on hold, you can just click Retrieve, press the key or press Alt-R without first selecting the held call. Identifying Callers Call for Outlook provides caller identification under the following circumstances: when outside telephone service provider supplies the callerid and Name (this can be number only or name and number), if the system knows the caller ID number from a database, if Call for Outlook finds the caller ID number in any Outlook Address Book or in the default Contacts list. The software keeps all caller information in the call history list for later printing or reviewing. Caller identification is automatic and requires no action on your part. 14 Holding a Call

19 Using Call for Outlook GCA Making Calls With Call for Outlook, you can dial numbers by name or extension If there is already an active call, the system automatically places that call on hold. By using the dialing dialog, you can select numbers from the overall list, different groups, or a personal directory. The software keeps a list of recent numbers in the combo-box for redialing. The dialog also shows which extensions are busy so you can tell if the distant party can answer. To make a call, do any one of the following actions: Press the Call button on the Call bar. Click Dial on Outlook s Call drop-down menu. If the call bar is on top of the desktop you may take either of the following actions, press Enter, press Alt-C on the keyboard. call Dialing on an Existing Call If, while you are on a call or are just off-hook, you start typing a number on your keyboard, Call for Outlook dials that number. This feature is useful for responding to interactive voice responses (IVRs) and voice mail prompts. For example, if you type, Call for Outlook converts it to Parking Calls You can park any active call or pick up any calls left in park orbits. The dialog shows who is parked and who parked them. If you are parking an active call, the dialog selects the first empty park orbit to drop the call into. If you are not on an active call, the dialog selects the first call that you can retrieve. You can choose the park orbit to use if you wish. To park a call, do either of the following actions: Select the Park/Retrieve button on the call bar. Click Park/Retrieve Calls on Outlook s Call Drop-down menu. Press F11 on the keyboard. park.cdr Making Calls 15

20 GCA Using Call for Outlook Setting Your Telephone s Audio Volume You can view and change the volume settings of your telephone by using the Volume Control dialog. Set the telephone volume in the following manner: Click Volume on Outlook s Call Drop-down menu, slide the setting on the pop-up dialog to the desired results, and press Ok to save the setting. Tagging Calls volume.cdr You can tag a call with a text identifier that Call for Outlook displays whenever this call is viewable. This feature is used for identifying calls that the system returns as a result of a Transfer or Hold Recall. A call tag is also visible with the following other Comdial CTI applications: Impact Attendant, Group, and Call. To tag an active call, follow this procedure: 1. Press F5 on the keyboard. 2. Type the tag message in the pop-up dialog. 3. Click OK to end. tag.cdr 16 Setting Your Telephone s Audio Volume

21 Using Call for Outlook GCA Tracking a User You can track any party that is stored in the Outlook directories using the Comdial QuikTrak pager system, and you can select more than one person to receive the same message. To issue a tracking message, employ either of the following actions: Choose the Track button on the Call bar. Click QuikTrak on Outlook s Call Drop-down menu. Press Alt-K on the keyboard. Viewing Tracker Messages To see any track messages that users have sent to you, select the New Tracks entry on the Current Calls window. To view past track efforts, double-click the Track line within the current calls list. This is useful feature to use if you have been out of tracker range. track.cdr Transferring Calls You can transfer active calls to other parties in the Outlook directories in both a supervised and unsupervised manner with Call for Outlook. The transfer dialog lets you select numbers from the overall list, different groups, or a personal directory. Call for Outlook keeps a list of recent numbers in the combo-box for redialing. The dialog also shows which extensions are busy so you can tell if a transfer recipient can answer. Once you are in the dialog, you can select a name or start typing the name. If you are typing the name, it will scan the list to find the closest match. Once it has the correct name, you can complete the transfer. Transfer calls using any one of the following actions: transfer.cdr Choose the Transfer button on the Call bar. Click Transfer on Outlook s Call Drop-down menu. Press the key on the keyboard. Press Alt-T on the keyboard. Complete the transfer by either clicking the Ok button or pressing Enter. Tracking a User 17

22 GCA Using Call for Outlook Transferring To Voice Mail With this Call for Outlook feature, you can send a call into someone s voice mail box. The transfer to voice mail the dialog lets you select numbers from the overall list, different groups, or a personal directory. Call for Outlook determines the voice mail box to which you will send the call. Call for Outlook keeps a list of recent numbers in the combo-box for redialing. To transfer a call to a voice mail box, take one of the following actions: Choose the Voic button on the Call bar. Press F12 on the keyboard. Press Alt-V on the keyboard. voicexfr.cdr Checking Your Voice Mail If you have voice mail messages waiting for your review, press the Voic button. Call for Outlook drops you directly into your voic box. Viewing Call History The call history log shows a list of calls you have both made and received. View your call history using either of the following actions: Choose the History button on the Call bar. Press Alt-I on the keyboard. history.cdr 18 Transferring To Voice Mail

23 Index GCA Index A Answering Calls...12 C Call Answering...12 Call Conferencing...12 Call Hangup Call History...18 Call Holding...14 Call Park...15 Call Tagging...16 Call Transfer...17 Caller ID...14 Calling...15 Choose Phone...4 Configuration....3 Configuration Options....4 Controlling Do Not Disturb D Describing the Telephone Directories....2 Description...1,2 Detailing The Configuration Options...4 Do Not Disturb...12 H Holding a Call...14 I Identifying Callers Installation...3 Introduction...1 K Keyboard, Using the....10,11 M Making Calls...15 O Options...5 P Parking Calls...15 Q QuikTrak Configuration...7 Index 1

24 GCA Index S Screen Pop Options...6 Setting Your Telephone s Audio Volume T Tagging Calls...16 Tracking a User...17 Transferring Calls...17 Transferring To Voice Mail...18 U Using the Callbar Using the Software...9 V Voice Mail Transfer...18 Volume Control Index

25 This manual has been developed by Comdial Corporation (the Company ) and is intended for the use of its customers and service personnel. The information in this manual is subject to change without notice. While every effort has been made to eliminate errors, the Company disclaims liability for any difficulties arising from the interpretation of the information contained herein. The information contained herein does not purport to cover all details or variations in equipment or to provide for every possible contingency to be met in connection with installation, operation, or maintenance. Should further information be desired, or should particular problems arise which are not covered sufficiently for the purchaser s purposes contact, Comdial, Inside Sales Department, P.O. Box 7266, Charlottesville, Virginia

26 R Charlottesville, Virginia World Wide Web: Printed in U.S.A. GCA /99