OAISYS Net Phone. Overview. Computer Telephony Solutions, Inc.

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1 OAISYS Net Phone Overview Net Phone works with the OAISYS Net Server to provide a small but powerful "PC-Phone" for use by ACD Agents or other telephone users. The OAISYS Net Phone program is a copyrighted product from Computer Telephony Solutions, Inc. The OAISYS Net Phone provides the following three major functions: (1) it allows you to place, answer, handle, view, and manage phone calls all from your computer screen, keyboard, and mouse, (2) it allows you to setup rules and actions to automatically activate when calls arrive (see the Personal Call Handler section) even while you are away, and (3) it provides the glue to easily interface with many popular programs (like Microsoft Outlook, Goldmine, ACT, etc.). This allows you to dial from and screen-pop into these programs or the Internet/Intranet. Because of all of its inherent functions/features we like to refer to the Net Phone as the Swiss Army Knife of computer-telephone operation. It not only has inherent flexibility to allow it to perform many tasks, but it also has an extensively open architecture so that other developers can easily integrate it into the their business solutions. Computer Telephony Solutions, Inc. OAISYS Net Phone is a copyrighted application developed exclusively by Computer Telephony Solutions, Inc. Our headquarters are in Phoenix, Arizona, and you can learn more about the company and other exciting applications by visiting our web site at

2 Using Net Phone The Main Screen This section gives an overview of the main user interface of the Net Phone, including the buttons, displays, and indicators, which allow you to easily and efficiently operate your phone. Net Phone provides two views, Streamlined and Expanded, allowing you to operate using only the space on your screen that you want. Note: You can easily change the color scheme and appearance of your Net Phone by right-clicking your mouse on the logo and selecting one of the Skins from the Phone colors menu. Streamlined View In Streamlined view Net Phone consumes minimal screen space but still provides the user with indictors, information, and buttons to effectively operate the phone. This view is most effective when users handle one call at a time, or have very little available screen space available. Below is a sample view and information about the various parts of Net Phone. Main Menus button Expand button Minimize button Information LCD Call Handling keys Call FWD Indicator Do-Not-Disturb Indicator Dial Pad button Dial buffer & Redial selection Message Waiting Indicator Side Window Rollout Main Menu button Click this button to access Net Phone configuration menus and Help. Expand button -- is used to change the phone to/from its "Streamlined" view (shown above) and its "Expanded" view (shown below). Minimize button -- Hides Net Phone into the system tray. Simply click on the Net Phone icon in the system tray to return the Net Phone to the screen. Message Waiting Indicator This indicator blinks a Red light when you have messages waiting. Side Window Rollout button Press this button to rollout a side window that has additional programmable buttons.

3 Dial buffer and Redial selection Type a number into this space and press Enter or click the Dial button to the left of the box. Click the drop-down arrow to view the last 10 outside phone numbers you dialed. Select a number from the drop-down and press Enter or click Dial to redial that number. You can even Copy/Paste phone numbers from other programs into this window to dial. You may also include letters in the dial number Net Phone automatically converts the letters to the matching numbers on the telephone keypad (i.e IFLYSWA). Dial Pad button Click to expose and hide the popup Dial Pad. Use the Dial Pad when you reach a recording that says Press 1 for sales, 2 for support,. When this dial pad is displayed you can use your mouse to click the digits to dial or use the number keys or NumLock keypad on your computer keyboard to dial digits. Do-Not-Disturb Indicator Displays the current Do Not Disturb status of your phone. Hover the mouse over this area to see the current DND status message. Right-click to change your DND status and message. Call Forward Indicator Displays the current "PBX call forwarding" status for your phone. Hover the mouse over this area to see the entire FWD status. Right-click to change your PBX forwarding status and destination. Call Handling Keys -- These keys allow you to (from left to right) Answer, Hold, Transfer, and Hang up a call. Should you forget, you can hover your mouse over a key to be reminded what function a key performs. Shortcut Keys -- A number of shortcut keys allow you to use the keyboard in place of the mouse to control Net Phone. For a listing of Shortcut keys, use the menu selection Setup and Shortcut Keys. Note: The F1 key is the HELP key a can be pressed at any time to access Help. Information LCD -- This window simulates a phone LCD and provides different types of information depending on current status. If your phone is idle, it shows the date/time, Extension number, and current Name. While a call is active on your phone it shows information about the call Duration, CallerID or Name (if present.) Right-click on the LCD to access a menu of call control options. Expanded View In Expanded view the Net Phone is enlarged beyond the streamlined view to provide the user with additional buttons, indictors, information to manage multiple simultaneous calls and to access many other features.

4 Streamline button Volume Controls Calls Window Recording Button & Indicator Call Info Indicators ACD Buttons { Programmable Buttons Options Buttons Streamline button -- is used to change Net Phone back to its "Streamlined" view (described previous). Calls Window This window displays that status and associated information for each active phone call on the phone. Thus you can easily view and manage multiple phone calls. Right click the mouse on any call to view a menu of options for handling the call (like Hold, Transfer to Voice Mail, Hang Up, etc.). Call Info Indicators on the right side of the Call Window is a Call Info Indicator" that indicates if Extra call information is attached to a call. A (1) gray colored notebook means no information is attached, a (2) blue colored notebook means standard information is attached, and a (3) red colored notebook means priority information is attached to the call. Press the Call Notes icon to view or change Notes information on the call. Notes are retained with the call even when you transfer it to another person. You may use Call Notes with an IVR to attach a Customer Name, Credit Card Number, and Zip Code to the call before you answer, saving you from asking the caller for this information. See Extra Call Information for more details. Programmable Buttons -- A number of keys can be easily configured by the user as "Feature" keys, "Speed Dial" keys, "Call" keys, "User Action" keys, etc. To change one of these keys simply Right-Click the mouse over the key and use the Setup Key window to configure the settings for the key (for more detail on programming these buttons refer to the User-Programmable Keys section) Note: To expose more programmable buttons click the Side Window Rollout button. ACD Keys ACD keys are larger programmable buttons that would give ACD agents easy login/logout of ACD groups. These keys also display the current ACD agent status, and allow agents to control their Wrap-Up mode. Volume Controls -- These buttons provide control over volume settings on the phone. Note: These volume control settings are only available when the PBX software version supports Volume Control commands. Recording Button & Indicator The indicator light works in conjunction with Auto Call Record by Computer Telephony Solutions, Inc. Users with appropriate permissions will have this indicator on their Net Phone. If the light is red, this means the user s call is currently being recorded. If the light is gray, they are not being recorded. The user can click on this button and select Start Recording to initiate recording of the call. If the call is being recorded the user can click on the button to terminate the recording.

5 Options Buttons A number of optional functions and companion programs can be configured to add significant functionality to the Net Phone. Each Companion Application uses an Option Button to provide easy access to the features/functions of the application.

6 The Side Window Screen Click the Side Window Rollout button on the main screen to cause the side window to appear just to the right side of the main window. The side window provides (1) more programmable buttons and (2) access to the Personal Call Handler window. When it first appears, the screen will be in Buttons mode. Buttons mode Below is a sample view of the side window screen in Buttons mode, which provides 25 user-programmable buttons for the user. Dock button Close button User Programmable Buttons Call Handler button Resize points Dock button Use to dock the window back to the main screen (if detached) or hide inside the main screen (if attached.) For more information refer to Docking and Undocking Windows. Close button Use to close the side window. User Programmable Button -- A number of keys can be easily configured by the user as "Feature" keys, "Speed Dial" keys, "Call" keys, "User Action" keys, etc. To change one of these keys simply Right-Click the mouse over the key and use the Setup Key window to configure the settings for the key (for more detail on programming these buttons refer to the User-Programmable Keys section). Resize Points Click and drag to resize the side window. The buttons will automatically rearrange to the shape of the window. Small sizes cause some buttons to hide. Call Handler Button Use to switch the window from buttons mode to the Call Handler mode.

7 Call Handler mode Call Handler management buttons Dock button Close button Buttons button Call Handler Rules window Dock button -- Use to dock the window back to the main screen (if detached) or hide inside the main screen (if attached.) For more information refer to Docking and Undocking Windows. Close button -- Use to close the Call Handler window. Call Handler Rules Windows Displays the current Call Handler rules. Call Handler management buttons Use to Add, Change, or Delete Personal Call Handler rules. For more details on configuring these rules, please refer to the Personal Call Handler section. Buttons Button Use to switch the window from the Call Handler mode to the Buttons mode.

8 Docking and Undocking Windows Many different windows can operate as companion windows to the main Net Phone windows. The Side Window is one such example of a companion window, however if other Options are installed there could be more companion windows. Companion windows can be docked (connected) to or undocked (moved away) from the main window. When a companion window is docked with the main window, whenever the main window is moved the companion window will move with it. And likewise whenever the main window is minimized (into the system tray) or restored, the companion window(s) will move with it. When companion windows are undocked, they float separately from the main window and can each be moved and resized separately. The Side Window is a standard window included with the Net Phone and it docks on the right side of the main Net Phone window. Other optional companion programs, when installed, dock to the bottom of the main Net Phone window next to the Options buttons that operate them.

9 User-Programmable Keys The Net Phone has many different User Programmable keys on the main screen and on the Side Window. These keys and can be easily configured by the user as "Feature" keys, "Speed Dial" keys, "User Action" keys, ACD keys, etc. This provides the user with one-touch access to features, applications, files, phone numbers, employees, and more. To change any of these keys simply right-click the mouse over the key and use the Setup Key window to configure the settings for the key (see below): Note: To swap the configuration of two programmable keys you can simply Drag & Drop one to the other. To do this, hold the Ctrl key down while using the left mouse button to drag a key to another location. Some key types will not swap with other keys. Extra Buttons will swap with Extra Buttons, but not with Main Screen buttons. Note: To Copy the configuration of one programmable key to another hold the keyboard Ctrl and Shift keys down while using the left mouse button to drag the key to be copied to its target. Note: Some users may not have permission to change buttons and keys. Check with your System Administrator. Action: Use the Action choice to setup the function that the key will perform. The choices for action types are: Feature Code Provides one-button access to a Feature Code on the PBX. You can include additional digits when appropriate. For example, to log into ACD Group x2000, you could set the Parameter to " ". Web key This allows you to program an Internet (or intranet) URL into the key. Press the key to open the default web browser to the specified web page. Run Program -- This sets the key to run a specific application or load a specific document. For example you could create a Calculator key to run the windows calculator by setting the Program filename to CALC.EXE. Alternatively you could create a key to show your projects Excel spreadsheet by simply setting the Program or Document Filename to: PROJECTS.XLS DSS key Direct Station Selection provides one-button dialing to a specific station. DSS Keys also provide a visual status indicator of the station: Ringing, Busy, Idle, or Do-Not-Disturb.

10 Speed Dial Creates a speed dial key for one-button dialing. Net Phone automatically inserts the Trunk Access Code (see Preferences ), making it unnecessary to enter the code. You can include commas to insert a 2-second pause in the dial string. Example: setup a key to call V-mail and logon to a mailbox: "2502,*1000,12345". You can also include an "X" character in a phone number string to have the dialing stop at that point and queue up the rest of the number in the "Dial" buffer. The user can listen to the call and click the Dial button to dial the rest of the digits at the appropriate time. Examples include: (1) dialing a person who has an extension number (i.e. " x1008"), (2) dialing a pager and you want to display a number on the LCD of the pager (i.e. " x #"), or (3) dialing a long distance access code (i.e. " x "). Note: You can use more than one "X" in the phone number and it will wait after each "X" (i.e. " x8 x*1009,1234"). System/PBX Command Provides advanced control over PBX features. Useful for special actions that require simulated feature codes and keypresses. User-Defined Action -- Actions created in the Personal Call Handler can also be used from these programmable keys. ACD keys These options are only available on the extra wide keys on the main screen (Net Phone must be set to use ACD Key View ). Depending on the configuration of your call center, these keys can be used to: (1) Login or Logout of ACD groups (via Agent ID or via phone Extension) and/or (2) to Set/Show your Agent status. Drag & Drop: Program unused keys by simply dragging phone numbers or feature codes from other programs. Some examples include: Drag a Contact from Microsoft Outlook to a key to create a Speed Dial button Drag a call from the Call History to create a Speed Dial button Drag an entry from the Personal Directory to create a Speed Dial button Drag an entry from the Extension Directory to create a DSS key for that extension. Drag an entry from the Feature Directory to create a phone Feature key.

11 Skins Change the color scheme and button appearance by selecting a different Skin. Skins can affect the following elements of Net Phone: Screen colors, texture, rounding, and appearance. LCD colors Calls window size. Programmable Button shapes and colors Dial Pad button shape and colors Graphic on the main screen You can easily change to a different skin by right-clicking your mouse on the logo on the main window and selecting one of the Skins from the Phone Colors menu. A number of skins are included with the Net Phone and others can be easily added. For more information about acquiring more skins or creating your own please refer to the Net Phone web site.

12 Installation and Initial Configuration Installation The OAISYS Net Phone is designed to run on a PC with Microsoft Windows '95, Windows '98, Windows NT 4.0, Windows 2000, or Windows XP operating systems connected to a standard TCP/IP network with the OAISYS Net Server. The OAISYS Net Server must be installed with the proper software license(s) for OAISYS Net Phone to operate correctly. OAISYS Net Phone will operate in Demo Mode if the appropriate licenses are unavailable. Demo mode lets you use the software for Demonstration purposes only for a limited period of time. Periodic updates to OAISYS Net Phone will be available for download from our web site. Please check with your reseller for these updates. Note: OAISYS Net Phone requires OAISYS System Maintenance for installation. Each release of Net Phone has a specific Release Date. Your OAISYS system must have a System Maintenance plan valid through the Release Date of the desired Net Phone version in order to install. Integration Links: Outlook Phone Link Net Phone provides powerful integration features for Microsoft Outlook. If you use MS Outlook and wish to take advantage of these features, select the Outlook Integration options during Setup. Additional information is available in this Help file, and on our website Other Applications Net Phone provides integration features to a number of other applications. You may choose to configure one of many popular packages during Setup. We frequently add new applications to the integration list. Please contact your reseller or Computer Telephony Solutions for the latest information on these programs.

13 Preferences This section describes the Preferences settings for your Net Phone. Note: Depending on your configuration you may not be able to change the Preferences, in which case you should check with your System Administrator. User Preferences: Trunk Access Code -- This should be set to what you need to dial to get an outside line or trunk. Then when making outside calls using "Speed Dial" keys or dialing from another program, this Trunk Access Code will automatically be used to access a trunk before dialing the phone number. Pop Up on Call Ringing -- Check this option if you'd like your Net Phone to automatically pop up when a call rings on your phone. Pop Up on Call being Dialed -- Check this option if you'd like your Net Phone to automatically pop up whenever a call is being dialed from another program (via TAPI or DDE dialing) or dialed via Hot Key dialing. Always on Top -- Use this option to keep Net Phone on top of all other programs. This makes it easily accessible. Low Profile Enabling this option makes the Net Phone very thin in the Streamlined Mode by eliminating the Option Buttons on the bottom of the screen. Enable Toolbar -- Net Phone has a floating toolbar that can be used to access the basic Net Phone features (like Answer call, Hold call, Hang up call) from a very small toolbar. When using the toolbar you would typically have the Net Phone minimized. Below is a sample of the toolbar. Mobile User some users travel with a laptop PC from desktop to desktop each time using the Net Phone with a different PBX extension. This Mobile User option will pop up a Login screen each time Net Phone is started so that they can log into the appropriate PBX phone extension. Dialing Outside Numbers: Dial same as User Dialed -- When this option is selected, outside phone numbers will be dialed exactly how the user dialed them (unchanged by OAISYS Net Phone).

14 Use Dial Plan on Number -- When this option is selected, when the user dials an outside phone number, the number will be analyzed according the dial plan and the number may be automatically modified (add "1+" for Long distance, etc) before it is dialed by OAISYS Net Phone. Use the Change Dial Plan button to view and/or change the settings of the dial plan. Note to Installers -- Setting up a dial plan can take a significant amount of effort in some areas of the country with complicated dialing requirements, so once you have a dial plan correctly setup you may want to prevent a user from accidentally changing it. In such cases you can effectively disable the Change Dial Plan button mentioned above by simply deleting the program "Dialrule.EXE" from users Net Phone directory. TAPI Service Provider: This must be set to access the TAPI service provider to be used -- typically this would be set to a value of: Net Server Advanced Configuration Some advanced configuration settings can be changed by editing the AGNT_PH.INI file (first exit the OAISYS Net Phone program then use Notepad or other text editor to make the appropriate changes). Note: These changes should only be made by qualified personnel. 1. Hyphenation of Phone numbers (%H, %J) -- The hyphenation formats for these two variables can be changed by changing the "HypenFormat1" and "HyphenFormat2" parameters respectively. [General] HypenFormat1=xxx-xxx-xxxx HypenFormat2=(xxx)xxx-xxxx 2. Advanced Troubleshooting -- To enable the "Advanced" menu item (under the "Setup" menu) set the Debug flag to "Y" (for Yes). [General] Debug=Y 3. Speed Dial Name -- When you dial using a Speed Dial key the label of the key will automatically be attached as the 'name' on that call. To disable this feature set this flag to "N" for No. [General] SD_UseName=Y 4. Calls to Act Upon -- When you use a Programmable Key with a "User-Defined Action" or a System/PBX Command that action may attempt to affect a call (i.e. Transfer, Divert, etc). If more that one call is present on the phone, which call should be affected? This CallsToAct value determines which calls and in which order: "T"=Talking, "H"=Holding, "R"=Ringing, and "C"=Clearing. If for example, you wanted act on Ringing then Holding you would set the value to "RH". To disable actions for affecting calls, set the value to "N" for None. [General] CallsToAct=THR 5. Export Call Info Action -- This user-defined action can be extensively customized using INI parameters. See Exporting Call Information for more detail on these parameters.

15 6. Message Lamp -- On some installations the Red Message lamp (next to the MSG key), may not be desirable as message information is also displayed on the LCD. To disable the message lamp, set this flag to "N" for No. [General] MsgLamp2=Y

16 Setup Dialing Plan Each area of the US can use different rules to determine what calls are local calls. For examples: Phoenix, AZ -- all calls within the "602", 480, and 623 area codes considered to be Local calls, but all calls outside those area codes are considered long distance. Santa Fe, NM -- calls to some office codes within the "505" area code are considered to be local calls, but all other calls to the "505" area code are considered long distance. Atlanta, GA -- all calls to area codes "770" are considered to be Local calls while some calls to the "404" and "678" area codes are also considered to be Local calls. Thus to correctly handle the dialing of numbers you should create a dialing plan. Note: Depending on your configuration you may not be able to change the Dialing Plan, in which case you should check with your System Administrator. Calling Within My Home Area Code: Home Area Code -- Set this to the Area code where the phone is located. This will be used by OAISYS Net Phone to (1) determine what dialed calls are within your home area code and (2) when it looks up a local phone number (reverse screen-pop) in a database that always includes area codes (i.e. Microsoft Outlook). LOCAL calls: You must define which calls will be considered "Local" calls within your area code -- all other calls within your home area code will be consider "Long Distance" calls. Option: All Calls in my Area Code (are local calls) -- Select this option if all calls within your area code are local calls. or: Calls to these Office Codes (are local calls) -- Select this option if some calls within your area code are local but others are long distance. Then use the Local Office Codes list (see following) to define which calls are local. Local Office Codes -- This allows you to create a list of office codes that are considered to be a "Local" call from your location. Use the "C"hange button to display the "Change Dial Rules" screen. Then Add and Delete office codes from the "Local" list until you completed you list. Note: You can the Pound (#) character as a wild card to specify any digit it that slot. For example, 75# would designate any office code beginning with 75 or 7## would designate all office code beginning with 7. The Add to Long Distance can be used to easily exclude office codes from the "Local" list -- for example if office code 755 is long distance but all other 75# offices are local, first put 75# on the local list and the add 755 as Long Distance - - the resultant Local List will be 750, 751, 752, 753, 754, 756, 757, 758 and 759. Dial Area Code on Local Calls -- In some areas in the US (like Atlanta ) you must always dial the full 10- digit phone number (include the area code) even if it is to a "local" calling zone. In this case turn this option On. In most other areas of the US, local calls should Not include the area code and should be only 7-digits in length. In those installations turn this option OFF, and any "Local" number (see immediately above) will be stripped down to is base 7 digits before it is dialed. This is especially important when dialing from another program like a PIM or Contact Manager (via TAPI or DDE dialing) that will include the area code all on phone numbers -- even local phone numbers. LONG DISTANCE calls: Any call dialed within your home area code that isn't considered a "Local" call is assumed to be a "Long Distance" call.

17 For Long Distance Calls add Check this option is you'd need to have a leading one ("1") added when making Long distance calls within your home area code Calling Outside My Home Area Code: Any calls dialed that contain an area code that doesn't match the "Home Area Code" (see above) are considered to be Calls Outside My Home Area Code. In some areas of the country all calls outside your area code are considered to be "Long Distance" calls, but in other areas of the country some calls outside your area code are considered to be "Local" calls while other are "Long Distance" calls LOCAL calls: You must define which calls will be considered "Local" calls outside your home area code -- all other calls will be consider "Long Distance" calls. Option: None (are local calls) -- Select this option if all calls outside your area code are "long distance" calls. or: Only Calls to these Area+Office Codes (are local calls) -- Select this option if some calls outside your area code are local but others are long distance. Then use the Local Area+Office Codes list (see following) to define which calls are local. Local Area+Office Codes -- This allows you to create a list of Area+Office codes that are considered to be a "Local" call from your location. Use the "C"hange button to display the "Change Dial Rules" screen. Then Add and Delete Area+Office codes from the "Local" list until you completed you list. Note: You can the Pound (#) character as a wild card to specify any digit it that slot. For example, 52075# would designate any office code beginning with 75 in the 520 Area code. LONG DISTANCE calls: Any call dialed outside your home area code that isn't considered a "Local" call is assumed to be a "Long Distance" call. For Long Distance Calls add Check this option is you'd need to have a leading one ("1") added when making Long distance calls within your home area code Testing your Dialing Plan For complicated dialing plans its often useful to test your dialing plan with different phone numbers to see if it is setup correctly. The "Test a Phone Number" section lets you try out different phone numbers to validate your dialing plan. Note to Installers -- Once a dialing plan is programmed, all of the settings are stored in the DIALRULE.INI file, so this file can be fairly easily copied to other PCs to duplicate the dialing plan to those PCs. Or, to centralize the configuration of a dialing plan for all users on the network, you could use set up so this configuration file is automatically copied from a central location to each user's PC periodically or whenever he starts or stops OAISYS Net Phone. Extra Call Information The OAISYS Net Phone has the ability to attach, retain, and display extra information taken on a call. This could include information (1) input by the IVR, (2) added/attached by the Call Router, (3) attached from a database, or (4) added by any user who handled the call. This information is retained with the call as it is transferred about in the phone system. It can be (1) viewed by anyone who receives the call, (2) used in User-Defined Actions (User-Defined Actions) in the Personal Call Handler to trigger screen-pops or other actions, and (3) saved permanently with the other call information for future use. This information allows you to professionally handle all callers into your business, by keeping information with the call and avoiding asking a caller to repeat information that he/she has already given or entered on the call.

18 The Call Notes window can be displayed for each call by simply pressing the "Call Info" button on the right side of the Call key for the desired call. This window can contain many different fields (depending on your configuration and the call information attached). Note: This window can also be automatically popped up for viewing whenever a new call arrives by using the Popup Call Info Screen action in the Personal Call Handler. Fields with red labels (i.e. in the above example Customer #) indicate "priority information" fields. When any information is provided in any "priority information" fields, the "Call Info" button on the call key will display a Red notebook. Consult your system administrator to have fields and action buttons added to this screen. Following is an example of an Action to popup a call info screen when any extra additional information is attached to a call. This action could be triggered by the Personal Call Handler whenever a call rings on your phone. Hot Key Dialing & Popup OAISYS Net Phone allows you to define and use two global Hot Keys that you can press within any other application to send a request to Net Phone. The first key is the Dial Hot key will allows you to dial a number from any application. For example, you may have a phone number in a Microsoft Word document that you want to dial. You simply highlight this number in the Word document and press a hot key combination. This hot key combination dials the number in Net Phone. The Hot Key combination is F11 by default, however this can be changed to meet your individual needs. Note: Setting to the F11 key is typically a good choice and is very easy to remember and use. The second hot key is the Popup Hot key, which when pressed will popup the Net Phone to the front of the screen. This can be very useful if the Net Phone is minimized or is behind other windows on your screen. Note: If Net Phone isn t already running this hot key will not work

19 Changing your Hot Key combination: If you want to change the Hot Key Dialing combination go to Setup > Shortcut Keys > Hot Key Dialing & Popup The following window will appear: Note: Many applications use various Hot Keys or keyboard shortcuts. If you encounter a conflict with another application while using a Net Phone Hot Key, either change the Net Phone Hot Key, or change the other application s Hot Key.

20 Automated Call Handler Personal Call Handler This powerful feature of OAISYS Net Phone allows you to create Call Handling Rules to automatically take actions when certain events occur and specific conditions are true. That is, you create a rule so that (1) when an Event occurs, and (2) if certain conditions are true, then (3) perform specific Actions. Following are a few examples of what you can accomplish with these Rules: When an Outside call with CallerID rings and I'm not on another call, popup Microsoft Outlook and lookup the caller info in the database. Whenever a Call leaves my phone but hasn't been answered, write the call info to an "Abandoned Call" file so I have a record of the call. When my boss calls, beep my pager. Whenever I answer a call without CallerID, automatically present a screen so I can type in the caller info for that call. Whenever I dial a call, automatically present a screen so I can type in the name for that call. When that nagging broker calls, immediately transfer him to my voice mailbox. I m working on an important project, so whenever anyone other than my boss calls, immediately transfer them to V-mail. When my spouse calls, if I haven't answered the call within 5 seconds, play a special tone on my PC to alert me. When I startup my phone, automatically take my phone out of Do-Not-Disturb. When I shutdown my phone, automatically log me out of all ACD groups. Note: Depending on your configuration you may Not be able to change the Call Handler Rules, in which case you should check with your System Administrator. Trigger Events: These are the types of events that can be used to trigger a rule: Call Ringing -- Happens whenever a call rings on the phone Call Answered -- Happens whenever a call is answered on the phone Call Disconnect -- Happens whenever a call leaves the phone (whether the caller hung up or the call was transferred or forwarded) OAISYS Net Phone Startup -- Happens whenever the OAISYS Net Phone software starts up and is in full operation with the PBX. OAISYS Net Phone Shutdown -- Happens whenever OAISYS Net Phone software is shutdown (using a normal Exit). FWDed/XFRed Call Ringing -- Happens whenever a call rings on the phone that has been either Forwarded or Transferred from another extension. Conditions: Following are the various conditions Call Type - Any, IC (intercom) Only, Outside Only Call Direction - Any, Incoming, Outgoing

21 Caller ID Number - none Required, any Number, Blocked or Missing, Specific Number (exact match or Like Match) Caller ID Name - none Required, any Number, Blocked or Missing, Specific Name (exact match or Like Match) Account Code - none Required, any Number, Missing, Specific Number (exact match or Like Match) Phone State - Any, Idle, Busy on a Call Call Answered - Doesn't Matter, Yes, No User-Defined Actions: Actions are setup by the user to perform specific tasks. Select on of the action types and then provide the appropriate parameters (if necessary). Often, real time information about a call must be use in the action parameters which is easily accomplished using Variables. Once an action has been created, it is available for use in any call handling rule or as a User Defined Action under a Programmable Key. Action Types: Attach Account Code -- Attach an account code to a call Beep Pager -- Using Golden Page, send a request to beep a pager or group of pagers Log Info to File -- Write a string of information to a Text file. This can be used to make a call log, like personal SMDR, and/or to trigger actions in other programs. Lookup in Outlook -- This action will lookup the phone number in Microsoft Outlook and the selectively open or create a new Contact and/or a call Journal entry. See Working with MS Outlook for more details. Minimize Phone Screen -- Shrink the Net Phone screen to an Icon. Modify Call Info -- Change the Caller ID name or number or Account code of a call on this phone. Play a WAV file -- Play a specified WAV file on the PC sound card. Popup Call Info Screen -- Show either the (1) "Standard Call Info" screen or (2) "Extra Call Info" screen. The "Standard Call Info" screen allows the user to type in the Caller ID name or number or Account code of a call, lookup the phone number in Outlook and/or Open a Contact or Journal, or Divert a Ringing call to another location. The "Extra Call Information" screen allows you to view, change, or attach additional extra information to a call (see Extra Call Information for more detail). Popup Phone Screen -- Popup (Restore) the Net Phone screen from an icon. Pop External Web Browser -- Send a URL to the default web browser (run the web browser if it isn't already running). Works with Netscape Navigator and Microsoft Internet Explorer. Pop Internal Web Browser This action can be used to send a URL to the built-in web browser of Net Phone (if installed). But it can also be used to trigger other Option Buttons (see Access from User-Defined Actions for details). Run another Program -- Run another program on the PC. Send DDE Message -- Send a DDE Execute message to another program on the PC. For example, can be used to "Screen Pop" a contact management program. System/PBX Commands -- This action should normally be used by more advanced users, but can be used to send appropriate OAI commands to the PBX to perform functions. For example, you could have an action that sets your DND message to "UNAVAILABLE" using the following: N 16. You could then set this action to run each time shutdown your phone. Send Keystrokes to a Program -- This action should normally be used by more advanced users, but can be used to send keystrokes to another program. For example, you could have an action that pops up another program and searches for a phone number. See Sending Keystrokes to another program for more details. Transfer Call -- Transfer a call to another phone or directly to a specific Voice mailbox, or to an outside phone number (i.e. 9, ).. Export Call Info -- This action used to export call information to another program (like the CTI Call Handler) so that to keep it's Call Info Database current. When this action is triggered it will

22 Popup an "Export Call Info" screen so the user can fill in any missing call information (typically the 'Main Listed Phone #') and they press SAVE to export the information to the centralized database (see Exporting Call Information for more details). For details on testing, exporting, and importing actions please refer to User-Defined Actions. Like Match When you design a Rule to trigger on a Specific Number (for the CallerID number or Account number) or on a Specific Name (for the CallerID name) you can design the rule to either search for (1) an exact match or (2) a "LIKE" match. For a LIKE match simply use wildcard characters in the string that you specify. The following wildcards are available: Wildcard Match? Any single character * Zero or more characters # Any single digit (0-9) So for example if you wanted the rule to trigger on 'any caller from your area code ("602")' you could set the Specific Number on Caller ID Number to: 602*, or to trigger on 'any caller from your local office code' you could set the Specific Number on Caller ID Number to: ????. Or if you wanted the rule to trigger on 'any caller with a caller ID name starting with "C" you could set the Specific Name on Caller ID name to: C* UnLike comparisons In addition, you can precede any of the search strings with the characters <> to request all matches that "aren't equal" or "aren't Like". So for example if you wanted the rule to trigger on 'any caller from NOT your area code ("602")' you could set the Specific Number on Caller ID Number to: <>602*.

23 User-Defined Actions Overview You can define powerful actions that can be used with both the (1) the Personal Call Handler "Call Hander Rules" and (2) under Programmable Keys on the phone. These actions can be as simple as playing a WAV file to as powerful as sending a specific DDE message to another program to "Screen Pop" a database. When defining a new action, it's usually a good idea to test the action to make sure it works correctly. For more detailed information see the List of Action types in the Personal Call Handler section. Note: Depending on your configuration you may Not be able to change the User-Defined Actions, in which case you should check with your System Administrator. Testing an Action When in the "Add/Edit Action" screen, press the "Show Test" button to display the testing functions. Then use the "Test Values" controls to set the values of any real time variables that are used your action. For example if your action will be using the "Phone Number" variable (%P, %H, or %J) you will want to set the test value of %P to the phone number you want to simulate (i.e ). Then press the "Do Test" button to try out your action. The "Test Results" screen will show the results of the test and if the action fails you can then change the parameters of the action and test again until you've corrected any problems. Note: If the action seems to work fine when you test it from this screen, but doesn't seem to work properly when the action is used by a Call Handler Rule you may want to enable the "Show Events" screen to see what is actually occurring when that action is being used (see Preferences for more details). Exporting an Action Once an action has been designed you may want to 'export a copy' of the action by pressing the "Export Action" key. This copies the details of the action into a special file named: xx.aci where 'xx' is a number corresponding to the action number (i.e. 2.ACI ). Typically you may then want to user 'explorer' to rename that action file to something more appropriate (i.e. PLAYBELL.ACI). This file can then be copied to another PC to give a copy of the action to another user of OAISYS Net Phone (see Importing Actions below). Note: When exporting an action, if a file with that name already exists, an error message will occur and the action will not be copied -- when this occurs you may first rename the existing file (see above) and the export again. Also, when renaming an action file always limit the file name to 8 characters and always use the "ACI" extension. Importing Actions When the OAISYS Net Phone program starts up, it automatically imports actions from all action export files (*.ACI) it finds in it's startup folder. This allows you to design an action, export it, and then simply copy the exported action file to all PCs that need that action. This is also useful to overcome when a user accidentally deletes an action -- because if they have an exported copy of that action on their PC, then by exiting and restarting OAISYS Net Phone that action will be imported again. Note: When importing actions, it will not import an action if it already has an action with the same Name. In that case you must either delete or rename the existing action with that name and then exit and restart OAISYS Net Phone to import the action. Also Note: Upon startup, OAISYS Net Phone also automatically imports actions from all 'One-Shot' export files (*.AC1). With these files it will always import them and if it already has an action with the same

24 Name it will overwrite that action. Once it has imported these actions it will delete the all One-Shot export files (*.AC1). These one-shot files can thus be used to import an action just one time (so it can be deleted by the user if desired). Another type of export file is a 'Default' export file (*.AC0). These are only imported at initial startup of the program (or if the actions file 'Agt_phn.acs' is not found at startup). Action Variables OAISYS Net Phone uses Variables to provide information to Actions. Net Phone replaces the Variable token with the appropriate value when the Action fires. For example, %P becomes when you receive a call from CTS. Call Variables Refer to the table below for Variables and their values. Variable Information %A Account Number %B Call Direction ("In" or "Out") %C DNIS Called Name %D DNIS/DID Number %E This Net Phone s Extension Number %F Call Forwarded from Extension number %H Calling Number (hyphenated - type 1, format in agnt_ph.ini) %I PBX Call ID %J Calling Number (hyphenated - type 2, format in agnt_ph.ini) %L Elapsed Time of Call (H:MM:SS) %M Main Listed Phone Number (Use with Export Call Info actions) %N CallerID Name (outside calls only, requires CallerID) %P Incoming: CallerID Number / ANI Outgoing: Dialed Number %S Call Answered ("Y"es or "N"o) %T Call Type ("IC" or "CO") %V The Extra Call Info screen allows you to configure a button for a Call Info field. When you configure a button as an Action trigger in the Call Info screen, %V will contain the value of the Call Info Field. %W Contains 1 if Outlook Link found a match in Outlook. Contains 0 if Outlook Link did not find a match, or was not active. %X Extra Call Info Field {i.e. %X("Notes") } %Y Contains the Outlook Unique Identifier if Outlook Link found a matching record in Outlook. %Z Call Status ("Ringing", "Talking", etc.) Note: Insert +x to restrict the variable value to the first x or leftmost x characters. Insert x to restrict the variable value to the last x or rightmost x characters. For example, to pass the first 8 characters of the Calling Party Name, enter: %+8N. To send the last 4 digits of the Calling Phone Number, enter: %- 4P. System Values Net Phone also uses System Variables for Action parameter strings. System Variables provide additional information, such as Date and Time. They also provide some control over text logging actions with Carriage Return, Line Feed, Tab, and Random Numbers (for file names.) Note: Many System Variables duplicate the Action Variables to provide increased compatibility with legacy applications and 3 rd Party Application Notes.

25 Variable Information &A Account Number &C Insert a Carriage Return character &D Insert the Date in format: "mm/dd/yy" &E Insert Extension Number of My Phone &G Agent ID &H Calling Phone Number (hyphenated - type 1) &I PBX Call ID &J Calling Phone Number (hyphenated - type 2) &L Insert a Line Feed character &N Calling Party Name (outside calls only) &n Insert the Date and/or time in user-specified format i.e. "&Nhh:mm:ss AM/PM&" &P Calling Phone Number &Q Random Variable (6 digits) &R Random Variable (8 digits) &T Insert the Time in format: "HH:MM" &X Destination Field (for Export of Call Info) &Y Call Type ("IC" or "CO") &t Insert a Tab Character %% Insert a Percent "%" character && Insert an Ampersand "&" character System PBX Commands Following is information on some of the System/PBX Commands that may be useful. A - Answer Call Parameters: <none> Example: Answer: A F - Set Forwarding Command Parameters: <Fwd Type>, <Destination> where; <Fwd Type> = 0 - Turn FWD off = 1 - Immediate = 2 - Busy = 3 - No Answer = 4 - Busy/NoAnswer <Destination> = Extension number or outside number to Forward calls to Example: Turn FWD off: F0 Set FWD "if Busy" to "1004" F 2, 1004 H - Hookswitch Command (Hangup) Parameters: <none>

26 Example: Hang-up (go ON hook): H N - do-not-disturb Command Parameters: <Message #>, <Custom Message String> where; <Message #> = 1 to 20 for PBX programmed DND message = 0 -- Turn DND Off <Custom Message String> = up to 16 character message to follow DND message Example: Turn DND off: N 0 Set DND = OUT TO LUNCH TIL 2PM N 20, TIL 2PM O - Hold Call (Place call on Hold) Parameters: <none> Example: Hold Call: O T - Transfer Call (equivalent of pressing the "Transfer" button) Parameters: <none> Example: Transfer Call: T D - Dial Command Parameters: A string containing one of the following options followed by dialing digits: Digits: 0-9, *, # Keypad digits, (Comma) Pause digit! (Exclamation Point) Hookflash (SPCL key) - (Hyphen) Ignored ( ) Parenthesis Ignored ; (Semi-Colon) Ignored Space Ignored This command instructs the device to dial the specified digit string. This string may represent an internal extension number, an outside number, a feature code, or any combination of these elements. The hookflash input (!) is treated as though it is a physical SPCL key input; the SPCL key input allows access to the entire feature code set of the PBX. The pause input (,) causes a pause to be inserted into the dial string. Example: Here is the command to dial the number ' ': "D " _M - Modify Call Information Command

27 Parameters: Call_ID - (if not provided, then it affects the present Call) Caller Number, - optional Caller Name, - optional text string Account Number - optional Account Number (up to 12 digits) This command instructs the device to modify the caller information associated with the specified outside call (it doesn't work on intercom calls). The caller information consists of the caller's name and the caller's number. The name and number fields are optional. Once a name or number is updated, the system uses the updated values for the duration of the call (in call Transfers, SMDR, etc.). This command is very useful for attaching "CallerID" information to a call that doesn't already have that information or has incorrect information (i.e. the caller is actually calling from a pay phone instead of his business phone). Each field should be separated with a comma. Examples: Substitute following info on the present Call : AT _M, , BOB JONES Add/Change account number of call #5: AT _M 5,,, RECORD This command instructs the device to start recording a call using Auto Call Record. RECORDSTOP This command instructs the device to stop recording a call using Auto Call Record.

28 Sending Keystrokes This action provides a way to send keystrokes to another Windows program just as if the user typed them into that program. This can be used, for example, to pop up another program whenever a call rings in. Note: Use this action carefully because when the action is triggered, the keystrokes will be sent to the target program regardless of the state of that program (i.e. even if the user is in the middle of some action in that program). Action Parameters: App Title: -- must exactly match the text in the title bar of the target program (not case sensitive). Key Strokes: -- You can send any keys including special keys (see below). Each keystroke is represented by one or more characters. To specify a single keyboard character, use the character itself. For example, to represent the letter A, use "A" for keytext. If you want to represent more than one character, append each additional character to the one preceding it. To represent the letters A, B, and C, use "ABC" for keytext. Run Program and Program EXE: -- If the target program is NOT found to be running, you can have the action attempt to automatically start the program. Note: If you need to send a command-line parameter to the target program at startup, use a vertical slash after the EXE name and before the command line parameter(s). Example Action: The following example sends keystrokes to the Notepad program to (1) Popup (restore) the program if it happens to be minimized and (2) to move the cursor to the end of the file. For the Notepad the key strokes to (1) Restore are: ALT Spacebar R ( %%{ }R and (2) move to the end of the file are Ctrl-END ( ^{END} ). If Notepad isn't already running, the action will first run Notepad ("Notepad.exe") on the file "\calls.txt". Note: The vertical slash after "Notepad.exe" is needed to allow the command-line parameter "\calls.txt" to be used. Special Keys: The plus sign (+), caret (^), percent sign (%), tilde (~), and parentheses ( ) have special meanings. To specify one of these characters, enclose it inside braces. For example, to specify the plus sign, use {+}. Brackets ([ ]) also must enclose them in braces. To send brace characters, use {{} and {}}. To specify characters that aren't displayed when you press a key (such as Enter or Tab) and keys that represent actions rather than characters, use the codes shown below: Key Backspace Break Caps Lock Clear Del Down Arrow End Enter Esc Help Home Code {BS} or {BKSP} {BREAK} {CAPSLOCK} {CLEAR} {DEL} {DOWN} {END} {ENTER} {ESC} {HELP} {HOME}

29 Ins {INS} Left Arrow {LEFT} Num Lock {NUMLOCK} Page Down {PGDN} Page Up {PGUP} Right Arrow {RIGHT} Scroll Lock {SCROLLLOCK} Spacebar { } Tab {TAB} Up Arrow {UP} F1 {F1} F2 {F2} F3 {F3} F4 {F4} F5 {F5} F6 {F6} F7 {F7} F8 {F8} F9 {F9} F10 {F10} F11 {F11} F12 {F12} F13 {F13} F14 {F14} F15 {F15} F16 {F16} To specify keys combined with any combination of Shift, Ctrl, and Alt keys, precede the regular key code with one or more of the following codes: Key Code Shift + Control ^ Alt %% To specify that Shift, Ctrl, and/or Alt should be held down while several other keys are pressed, enclose the keys' code in parentheses. For example, to have the Shift key held down while E and C are pressed, use "+(EC)". To have Shift held down while E is pressed, followed by C being pressed without Shift, use "+EC". To specify repeating keys, use the form {key number}; you must put a space between key and number. For example, {LEFT 42} means press the Left Arrow key 42 times; {h 10} means press h 10 times. Note: Keystrokes cannot be sent to an application that is not designed to run in Microsoft Windows (MS- DOS programs, even in a DOS window) nor can the Print Screen (PRTSC) key be sent to any application.

30 Exporting Call Information The Exporting Call Information is an action, which can be triggered from a Personal Call Handler rule or by the user pressing a programmable key set with this action. The action first pops up an "Export Information" screen that allows the user to add/review the information to be saved. If any required fields are empty, the user must enter them before being allowed to export. Then when the user presses the Save button, the action formats and 'exports' the information to a text file at the desired location. Action Parameters The only parameter needed when defining the action is the Path & Filename to which the export should occur. Typically the target destination will be over a LAN to a system-level PC/database, so it's usually appropriate to have a network drive mapped specifically to the target location (i.e. F:\ ). Also since exports could be occurring simultaneously from many different desktop PCs, it is recommended to use one of the Action Variables like &E (your extension number) as part of the filename so that the export filename is unique for each PC -- for example: EXT&E.IMP Advanced Configuration The export action can be extensively configured and customized by changing fields in the [Export] section of the INI file. Following is an example configuration. [Export] RequiredFields=MP HideFields=D Line1=@@LOGON,EXT&E,&E Line2=@@LEARN,M,%M,%P Line3=@@DONEIF,SUCCESS Line4=%P,"%N",@@DEF,@@DEF,@@DEF,@@DEF,@@DEF,@@DEF DefAcct= DefDest= DefName= AutoModify=Y Path=F:\ File=&E.IMP Following are details on each of the parameters: RequiredFields -- This parameter is used to designate which fields the user will be required to enter (cannot be left blank) when the "Export Information" screen is presented. The choices of fields includes: M = Main Listed Telephone Number P = Phone number (CallerID or ANI on the call) N = Name (CallerID name) A = Account code D = Destination. Any combination of these can be included in any order. HideFields -- This parameter is used to designate which fields to hide from the user when the "Export Information" screen is presented. Use this to hide fields your agents do not need to enter. The choices of fields includes:

31 M = Main Listed Telephone Number P = Phone number (CallerID or ANI on the call) N = Name (CallerID name) A = Account code D = Destination. Important: Do not Hide a Required field. Users will be unable to save their information if they cannot enter data into all Required fields. You cannot enter data into a Hidden field. Line1 - Line4 -- Up to 4 lines of text can be written on each export. Line1 through Line4 determine the text output to the target file. These lines can contain text and Action Variables to provide all of the static and real-time information needed. DefAcct, DefDest, DefName -- These will be used as the default Account, Destination, and Name fields shown on the "Export Information" screen if these are not already present on the call. AutoModify -- When the user has entered information into the "Export Information" screen, it is typically desirable to immediately attach this information to the telephone call in progress. This flag is used to turn on this feature by setting it to "Y" for Yes. Note: If a "Main Listed #" is entered (and this feature is enabled), this main phone number is then used substituted for the Calling number on the call, which typically helps ensure success on subsequent screen-pop attempts. Path and File -- Default values for the location and name of the Export file. These values are only used if the Export Information Action does not include the path and file parameter. Network Requirements Export Information requires file sharing access with Write permissions to the target folder. Users must be able to browse to the target folder and create a file, or Export Information will fail. Companion Applications Suite Overview Net Phone provides a powerful open architecture that allows companion applications to add features and functions. These companion applications inherit the look-and-feel of Net Phone and act as if they are part of the Net Phone. Net Phone ships with several companion applications, including Call History, Extension Directory, Feature Directory, Personal Directory, Extra Buttons, and an Integrated Web Browser. Companion applications appear on Options Buttons at the bottom of the main Net Phone screen. These buttons provide access to the companion application. The companion applications rollout and dock to the bottom of Net Phone. Users may also detach the companion applications and place them anywhere on the desktop. Directories

32 The Net Phone provides a powerful set of directory features that allow you to lookup and dial PBX extensions, PBX features, or outside phone numbers. Net Phone Setup allows you to choose which Directory features to install. PBX Extension List of names and extensions on the PBX phone system. Feature codes List of Feature Codes available on the PBX. Personal List of telephone numbers. The user may add entries to provide fast access to frequently dialed numbers. Functions Dial an extension, feature code, or telephone number by double-clicking on the entry. For additional options, right-click on the entry to access a menu of other functions: Call Now Place a phone call to this person or extension. (Same as double-clicking.)

33 Lookup in Outlook Lookup this number in Microsoft Outlook and open the matching contact. Chat Initiate a chat call to the person at this extension (Extension directory only, target must have OAISYS Chat installed and running.) Print Listing Print a listing of all entries shown in the directory. Change the position and width of the columns to format the printout as desired. Use Filters and Find to print only the entries you want. Dial Feature Code Dial the feature code (Feature code directory only). Copy Feature Code Copy the feature code (Feature code directory only). This can be useful when you want to copy and paste a feature code into an action or a key. Edit Allows you to Add, Change, Delete, and Copy entries (typically available only in the Personal directory). Sorting Entries Click on a column header to sort the entries. Click the same column header again to reverse the sort from ascending to descending (or vice versa). A small arrow indicates the current sort: ^ = Ascending, v = Descending. Finding Entries: Use the Find window to quickly locate desired entries in large directories. Open the Find window and start typing. For example, when searching by name, typing A causes only the directory entries starting with A (apple, aardvark) to appear. Enter additional letters to narrow search and zero in on the desired entry. Note: The find feature is not case-sensitive. Typing an A is the same as typing an a. Find uses the currently active column to perform the search. Click the Extension column to search on extension numbers, or the Name column to search on Names. For directories using a format of lastname, firstname, you may search for matching first names by first typing a comma (, ) in the find window, followed by letters of the desired first name. By last name By first name By Number (or other columns)

34 Press Enter to dial the highlighted number, or double-click the desired number from the list. Clear the contents of the Find entry to display the contents of the entire directory. Filtering out unwanted entries Many PBX systems use default names for unassigned extensions. You many not want these unnecessary entries in the Directory, so Net Phone provides a Filter to remove certain items from the list. Press the Filters button to access the Directory Filters screen appears (similar to below). Enable the Hide Names option and then type in the first part of any entries that you want to hide. The filter strings are case sensitive and will hide all entries starting with exactly the same string of characters. Entering A hides all entries that begin with an uppercase A. Add to add a filter entry, select <Add>, then type in your entry, then press ENTER. Delete to remove a filter entry, select an entry and press Del. Note: The Filters button changes from black to red to indicate Filters are active on the directory list. Drag and Drop Each Directory supports certain Drag and Drop features. Personal Directory Drag a contact from Microsoft Outlook to the Directory and automatically add to the list. Drag a number from the Call History window to the Directory to add the number to the list. Drag an entry from the Directory to a programmable Net Phone button to automatically create a speed dial button with that phone number. PBX Extension Directory Drag an entry from the Directory to a programmable Net Phone button to automatically create a DSS button with the selected extension number.

35 Feature Directory Drag an entry from the directory to a programmable Net Phone button to create a Feature button with the selected Feature Code. Advanced Information Directories use the Windows Registry to store configuration information. Warning: Do not edit the Registry. Accidental changes may render your system unusable. Net Phone Setup installs the correct Registry settings for the selected Directories. Registry Key: HKEY_LOCAL_MACHINE\Software\Computer Telephony Solutions\NetPhone\Apps\<app name> Feature Directory <app name> = Feature Dir Directory <app name> = Directory SubKey Type Default Value Description Caption REG_SZ <blank> Not used. ClassID REG_SZ CTScontainerXExe.Class1 Sets the external EXE. ClassID2 REG_SZ CTSdirectoryCtl.DirectoryUctl Sets the Class type. Height REG_SZ <blank> Varies based on last size and location. Name REG_SZ Directory Feature Dir Name that appears on Directory Button(s) in Net Phone. Param1 REG_SZ <blank> If Param1 is blank, Net Phone will use the following values based on the type of directory: "ExtDir.txt" - Personal Directory Mode "FeatDir.txt" - Feature Directory Mode "PersonalDir.txt" - Extension Directory Mode Param2 REG_SZ Directory = <blank> Feature Dir = \F \F -- Feature Directory Mode \P -- Personal directoy mode If neither \F or \P appears, Net Phone will use Extension Directory. \C -- Enable Chat menu option \NC --Disable Chat menu option \E -- Enable Edit menu option \NE --Disable Edit menu option

36 \O -- Enable Outlook menu option \NO --Disable Outlook menu option \T -- Show Type Column (in 'standard' Feature or Ext files) Feature Directory Entries: \+D -- Add Debug features \+O -- Add Operator features \-S -- Remove Standard Features Extension Directory Entries: \+H -- Add HuntGroup/ACD extensions \+V -- Add Vmail extensions \+A -- Add AA extensions \-N -- Remove Normal extensions Param3 REG_SZ <blank> Caption string. If not provided then the following captions are used: "Feature Code List" - Feature Directory Mode "Personal Numbers" - Personal directoy mode "Ext Directory" - Extension Directory Mode ToolTip REG_SZ Directory PBX Feature Directory Text that appears when you hover over the Call History button. Type REG_SZ EXE Sets run type. Width REG_SZ <blank> Varies based on last size and location. Startup: Net Phone looks for "MainDir.txt" in the application folder. If found, Net Phone automatically derives: "FeatDir.txt" (for feature directory) and/or the "ExtDir.txt" file (for the Extension directory). Other: All 'directory' files must be tab-delimited with first line being the Header values, all other lines are directory entries Net Phone reads Header text strings from the first line. The second column should always be the Number (to be Called or dialed.) All other columns are customizable (Name, address, state, etc.)

37 Call History Net Phone automatically creates a log of calls dialed and received on the local telephone extension. This Call History provides the user with a valuable log of his or her phone calls. Pages Buttons Pages Count Filters Button Calls Count Dock button Close button Column Headers Call Display Area Resize Points Screen Tour Pages Buttons Call History automatically creates pages when the log becomes too large. Use the Previous and Next buttons to move between the various pages. See the Pages section below for more information on pages. Pages Count Call History displays the current page number and the total number of pages. (2 of 2) indicates you are currently viewing Page 2, and there are 2 pages. The last page contains the most recent calls. Filters Button Click to access the Filters feature. See the Filters section below for more information. Calls Counter Displays the total number of calls currently listed on the page. Note: The number of Calls shown may be less than the actual total if Filters are active. Dock button Click to dock the Call History window back to the main Net Phone window. If Call History is already attached to Net Phone, click Dock to hide the Call History window. Close button Click to close Call History. Note: Net Phone will continue writing call information to Call History, even when Call History is closed. Resize Points Click and drag to change the width the height of this window. Call Display Area Displays the log of call activity. Column Headers Displays the type of information in each column. Use the mouse to resize and reposition the columns to customize your viewing area. Click a column header to sort the log on that column. Click the column header again to reverse the sort, or click Year Day Time to return to chronological sorting. Call Information Each call in the call history appears as one line in the Call Display area. The column headers indicate what information is shown in each column. Year Date Time Shows the date and time that the call completed (not started). This column also includes the day-of-week for the first call of each day.

38 Time Shows the time of day that the call completed. This column is normally hidden, since the Time is included in Year Date Time. To sort all calls by Time of day, regardless of Date, use the single Time column. Name The name of the person you called (based on Outlook), or who called you (based on CallerID.) Phone the phone number you dialed (outgoing,) or the CallerID Number / ANI (incoming.) Dir The direction of the call, either In (incoming) or Out (outgoing.) Dur The Duration or length of time the call spent on this Net Phone extension, in hours, minutes, and seconds. This time does not include any time the call spent on any other extensions before or after being on this extension. Answered Boolean (Yes/No) indicator shows whether the call was answered while it was on this Net Phone extension. Note: This flag is only valid on incoming calls. Net Phone cannot detect when an outgoing call is answered, so it must assume all outgoing calls are answered. Acct Shows the account code, if any, that was attached to this call. Customers often use Account Codes to indicate something about the call, such as the Customer ID, the result code of the call (i.e. order was placed, needs follow-up, unable to reach party was busy ), etc. This account code could have been attached to the call prior to reaching this phone, or it could have been added or changed by you while it was on your extension. Call History logs the current Account Code when the call leaves the Net Phone extension. Notes Shows the Notes that were taken during this call. These Notes could have been attached to the call prior to reaching this phone, and/or they could have been added or changed by you while it was on your extension. Call History logs the current set of Notes when the call leaves the Net Phone extension. Functions Double-click a Call History record to automatically dial the telephone number. For additional options, right-click the Call History record. Select your option from the menu: Call Now Dial the phone number using Net Phone. Lookup in Outlook Look up the telephone number in Microsoft Outlook and open any matching Contact. Find Similar Calls Enables the Filters option pre-configured with information to match the selected call. This is very useful for find calls made to or received from a certain person on phone number. Print Calls Prints a listing of all entries shown in Call History. Change the position and width of the columns prior to printing to format the printout as desired. The Print Size Warning dialog appears when your printout exceeds more than a few pages. View Info Provides a read-only view of all of the information about the call, including the Notes. Note: You cannot change this information you can view and copy/paste it to other applications.

39 Sorting Entries Click a column header to sort the entries within the selected column. Click the same header again to reverse the sort order. To sort by Name, click the Name column header. To sort by phone number, click the Phone column header. To return to the default sort, click the Year Day Time header. Filtering Use Filters to limit the number of calls or view a certain type of calls. For example, you might want to see only the calls you made/received in the last 7 days. Or you want to see all Outgoing calls made to a specific area code since the first of the year. Press the Filters button to open the Call History Filters screen. Select the options and data for the calls that you want to see. Press the Search button to find the calls (on the current page) that match ALL of the selected options. Call History will update the Calls counter and Call Display area on the main screen. Dates Select the date(s) All means any date. Call Direction Choose whether you want to see incoming ( In Only ), outgoing ( Out Only ), or all calls ( In & Out.)

40 Phone Numbers Choose All for calls made to/from any number. Use the Matching option to limit the search to calls made to/from specific numbers. You can enter a specific phone number (like ,) the last part of a number ( ,) or the first part of a number (480+) to find all matching calls. You may also use wild cards, such as: 480-??? and *. Names -- Choose All for calls to/from any name including blank names. Use the Starting with option to limit the search to calls with a specific name. Enter an entire name (Jack Jones) or just the first part of a name (Jac). The name search is NOT case sensitive. Account Codes -- Choose All for calls with any or no account code. Use the Starting with option to limit the search to calls matching or starting with a specific account code. For example, 123 returns calls with account codes 123 and 123xxx. Search Button Finds the calls (on the current page) that match ALL of the selected filtering options. Clear Filters Button Resets all filters to Off. Press Search to re-load all Call History record. Or, select new filter settings and start a new Filter search. Cancel Button Closes the filters screen with no update to the Calls Display. Note: The Filters button changes from Black to Red when Filters are active. This serves to remind you that the Call Display list may not display all Call records while Filters are active. Pages To improve performance, Call History creates Pages when the call log exceeds a certain number of Call records. Call History displays the Page Buttons and Page Count when extra pages are active. Newest calls are always on the last page and oldest calls are on the first page. Use the previous next Pages Buttons to change the current page. and Drag and Drop Call History supports Drag and Drop to other areas of Net Phone. You can select a call and then use your mouse to drag and drop it to a Net Phone button, or to your Personal Directory.

41 Advanced Info Call History uses the Windows Registry to store configuration information. Warning: Do not edit the Registry. Accidental changes may render your system unusable. Net Phone Setup installs the correct Registry settings for Call History. Registry Key: HKEY_LOCAL_MACHINE\Software\Computer Telephony Solutions\NetPhone\Apps\CTS Call History SubKey Type Default Value Description Caption REG_SZ Call History Not used. ClassID REG_SZ CTScontainerXExe.Class1 Sets the external EXE. ClassID2 REG_SZ CTScallHistCtl.CallHistUctl Sets the Class type. Height REG_SZ <blank> Varies based on last size and location. Name REG_SZ Call History Name that appears on Call History Button in Net Phone. Param1 REG_SZ <blank> Not used. Param2 REG_SZ <blank> \NX = Hide Notes Column \NV = Hide View Info option Param3 REG_SZ <blank> Not used. ToolTip REG_SZ List of Calls Text that appears when you hover over the Call History button. Type REG_SZ EXE Sets run type. Width REG_SZ <blank> Varies based on last size and location. Log file Call History reads the [Logging] section of the Net Phone configuration file AGNT_PH.INI to find the log file location. The default is "CallLog.txt" in the Net Phone directory. Extra Buttons Net Phone provides banks of additional buttons for users who need more than the 30+ buttons on the standard screen and Side Window. You can dock Extra Buttons below the Net Phone screen, or detach them and place them anywhere on the desktop.

42 To program a button, right-click on the button to access the Setup Key dialog. Note that some features are not available on Extra Buttons. Feature Code: Enter a feature code for easy one-touch access. Example Headset Mode On = 315 Speed Dial: Enter a telephone number for one-click dialing. System/PBX Command: Program a specific System command, such as ANSWER. Web Key: Enter a web address. Web Keys open the system default browser to the specified web address. Run Program: Enter the path/filename to an executable program. Advanced Info Extra Buttons uses the Windows Registry to store configuration information. Warning: Do not edit the Registry. Accidental changes may render your system unusable. Net Phone Setup installs the correct Registry settings for Call History. Registry Key: HKEY_LOCAL_MACHINE\Software\Computer Telephony Solutions\NetPhone\Apps\CTS Call History SubKey Type Default Value Description Caption REG_SZ <blank> Not used. ClassID REG_SZ CTScontainerXExe.Class1 Sets the external EXE.

43 ClassID2 REG_SZ CTSbutnctl.btnsuserctl Sets the Class type. Height REG_SZ <blank> Varies based on last size and location. Name REG_SZ More Buttons Name that appears on Extra Buttons in Net Phone. Param1 REG_SZ 1 Determines the number of the Button Bank. 1 = Button Bank 1, 2 = the second Button Bank. Each Button Bank must have a unique Param1 value. Param2 REG_SZ <blank> Not used. Param3 REG_SZ <blank> Caption string to display on Button Bank. <Optional> ToolTip REG_SZ Button Bank 1 Text that appears when you hover over the Extra Buttons button. Type REG_SZ EXE Sets run type. Width REG_SZ <blank> Varies based on last size and location.

44 Integrated Web Window Net Phone provides an integrated web browser window for access to Internet or Intranet locations, or direct access to local HTML files. In addition to basic browsing, you can create custom web applications to extend the functionality of Net Phone for your business. For example, your call center could have incoming calls automatically open the Net Phone browser window to a Caller Survey page. The Call Survey page could display information about the caller and display an answering script the agent could use to guide the conversation. The web page might also allow the agent to enter answers from the caller into HTML forms and submit the results to a company web server. The Net Phone Web Window is based on Microsoft Internet Explorer. You must have Internet Explorer 4.0 or higher installed on the PC. Advanced Info The Net Phone Web Window uses the Windows Registry to store configuration information. Warning: Use extreme caution when editing the Registry. Accidental changes may render your system unusable. Registry Key: HKEY_LOCAL_MACHINE\Software\Computer Telephony Solutions\NetPhone\Apps\Home Page

45 SubKey Type Default Value Description AutoStartup REG_SZ <blank> Not used. ClassID REG_SZ CTScontainerXExe.Class1 Sets the external EXE. ClassID2 REG_SZ CTSwebCtl.webUserCtl Sets the Class type. Height REG_SZ <blank> Varies based on last size and location. Name REG_SZ Home Page Name that appears on Home Page Button in Net Phone. Param1 REG_SZ URL for the default startup page. Param2 REG_SZ <blank> \NB = Do not show Back button \B = Show Back button \F = Show Forward button \W = Show Web URL Param3 REG_SZ <blank> Not used. ToolTip REG_SZ OAISYS Home Page Text that appears when you hover over the Home Page button. Type REG_SZ EXE Sets run type. Width REG_SZ <blank> Varies based on last size and location. Advanced-Level Info. This section provides advanced information regarding the companion programs. Access from User-Defined Actions User defined actions can be setup to provide access to the companion programs from (1) the Personal Call Handler and (2) User Programmable buttons. For example, you may want to configure your Personal Call Handler to automatically pop open the Integrated Web Window whenever an outside call rings in. Or maybe you want to have a Personal Directory button on your Side Window that provides one-click access to your personal speed dial list. Below is a sample screen showing a User-Defined Action to pop a directory window in Personal Directory mode. Name = Enter a descriptive name for this Action. Action Type = Choose Pop Internal Web Browser. (Use Pop Internal Browser any time you program a mini-app feature for use with a button.)

46 Button Name = Enter the name of an existing Option button (bottom-row buttons on Net Phone.) The Action uses the specified button as the parent window. URL (Param1) = Enter the file name of your personal directory. Param 2 = Enter the second parameter to send to the mini-app. Note: Refer to the sections on each Companion Application for more information on available parameters.

47 Advanced Topics Interfacing with Other Programs Additional Help OAISYS Net Phone integrates with many popular off-the-shelf programs like ACT!, Microsoft Outlook, Goldmine, TeleMagic, etc. During installation you may have selected additional help and components to be installed regarding these programs. If so you can see the additional help files on the main menu -> Help -> Additional Apps.

48 Working with Microsoft Outlook OAISYS Net Phone is specifically designed to work in harmony with Microsoft's Outlook contact management program. Note: This requires the installation of the Outlook Phone Link function (see Outlook Phone Link). That is, the Outlook Contact database can be used to place calls as well as lookup (Screen Pop) calls ringing in. Also Outlook Journal entries can be automatically opened allowing you to take notes on each call. Initial Setup: Under the Setup menu select Outlook Phone Link to reach the Outlook Preferences screen with the following options: Enable Outlook Integration -- This main option enables/disables the Outlook Integration features. This must be checked for any Outlook features to work. If you're not using Outlook, then this should be disabled. Dialing: On Manual Dialing -- Lookup In Outlook -- If this is enabled, whenever you dial a phone number manually, the phone number will be looked up in Outlook to see if there is a match. If there is an exact match (only one Contact entry matches) the name and account number from the Contact will be automatically attached to the call. Typically this should always be enabled. Automatically Open a CONTACT for each Call -- If this is enabled, whenever you dial a phone number that matches a Outlook Contact, that contact will be Popped only -- sometimes referred to as "Reverse Screen-Pop". If no contact matches this phone number, enabling the additional option Add New Contact if No Match Found will automatically pop up a New contact in Outlook. Automatically Open a JOURNAL for each Call -- Using Outlook Journal entry makes it convenient to keep track of phone calls made (or received) and to takes notes while on a call. By enabling this option a New Journal entry will be popped open whenever you make a call. Also, if the phone number exactly matches an Outlook Contact, then this new Journal entry will be automatically "associated" with that Contact. Dialing from within Outlook When Outlook Phone Link has been installed, a "Phone Icon" will appear on your Outlook main Tool bar. Then when you are in any Outlook Contacts folder and you have a contact highlighted, you can press this button to dial. A dialing screen will pop up showing each of the phone numbers available for that contact. Simply select the appropriate phone number and press the Call button to place the call. (Note: Please refer to the on-line help file in Outlook Phone Link for available dialing options). When the call is being dialed in OAISYS Net Phone, the name from the Contact will be automatically attached to the phone call (for display on the LCD, the Call Key, SMDR, etc). Also while that call in active on your phone, that Contact entry will be 'associated' with the call, so you can open the Contacts details or add a Journal entry any time during the call (see following). While on a Call Whenever you are on a telephone call (incoming or outgoing) you can pop up the "Call Information" screen to: "Lookup" the person in Outlook, pop "Open" or "Add a New" Contact entry in Outlook, or pop open a "New Journal" entry in Outlook. The "Call Information" screen can be shown by either (1) Right-Clicking your mouse on the "Call Key" for the call you're on or (2) by setting up a 'trigger' to run the "Popup Call Info Screen" action in Personal Call Handler to present it automatically (i.e. "whenever you answer a call").

49 Incoming Calls Using the Personal Call Handler you can set up a 'trigger' and automatically run the "Lookup In Outlook" action selectively when calls ring (i.e. "... any Outside Call Ringing in with Caller ID...") on your phone. This action will then lookup the phone number in Outlook and, depending on how you've configured the action, will pop open a Contact and/or a Journal. Note: If you setup a 'trigger' to occur "when Ringing", you may NOT want to have the Action automatically open a Contact or Journal because it will do this for every matching call whether you are present or not. So, if while you're away from your desk, you have missed 20 outside calls that rang on your phone, you could have 20 different Contact screens and 20 Journal screens popped up on your PC screen. A better alternative is to have your "when Ringing..." trigger use "Pop User Options" option(s) instead of the "Open/Add Contact" or "Add Journal" options (see Pop Outlook Contact) example above). With this option, when a call is ringing on your phone, a small "User Options" window will pop up showing the Contacts that match the phone number (if any) as well as buttons that let you manually "Open/Add a Contact" or "Add a Journal". So with this, you can see the information about who is calling and then can manually open Contact or Journal. If opening a contact/journal manually is not desirable, you could also have a 2nd 'trigger/action' so that when you "Answered" a call it would automatically open a Contact and/or Journal as desired. Net Phone Interfaces The OAISYS Net Phone is specifically designed to cooperatively work with many different Windows applications. This allows you to do many different things including: (1) dial from other applications, (2) automatically screen pop a contact database when a call rings in, (3) automatically open call journals to take notes on a call, (4) beep your pager when an important call is ringing, (5) Log call activity for a permanent record, (6) and many more. Following are a list of the major interfaces provided in OAISYS Net Phone to integrate with other programs: Outlook Phone Link -- Microsoft Outlook is a powerful contact management program with which OAISYS Net Phone works very closely (see Working with Outlook for more details). Note:This requires the installation of the Outlook Phone Link function (see Installation ). TAPI Dialing Interface -- This allows TAPI enabled applications, for example Goldmine 4.0, to dial calls using OAISYS Net Phone. Note:This requires the installation of the Agent Phone TAPI Dial function (see Installation ). DDE Command interface -- Non-TAPI applications can use this feature to dial and answer calls (see details in the System Administration Manual). OLE interface -- OAISYS Net Phone is an OLE server and as such supports a number of Methods that other applications can use to perform actions like to dial and answer calls (see details in the System Administration Manual).