iview (v2.0) User Guide Version 1.0

Transcription

1 iview (v2.0) User Guide Version 1.0 Updated 5/1/2008

2 Overview This user guide provides an overview of setting up, configuring and running the iview Operator Console (v2.0). General Support If you have questions or need technical assistance with Evolution PBX call (888) or send an to If you have questions about third party hardware or software please visit the following Websites: Snap: iview: Cisco VoIP Telephones: CounterPath Software Telephones - Digium PCI Cards: Linksys Analog Terminal Adapters and VoIP telephones: Polycom VoIP Telephones: Draytek Routers: Sangoma PCI Cards: Rhino PCI Cards: My Evolution PBX Doesn t Do That! Some features and configuration options in this document may only be available with a recent software upgrade available from Intuitive Voice Technology. support@intuitivevoice.com to learn more about Evolution PBX upgrades (please explain the feature that you are interested in). Errata Please report errors or confusing descriptions by sending an to support@intuitivevoice.com. Page 2 of 24

3 Contents Setting Up iview in Evolution... 5 iview Operator Console (v2.0)... 6 Overview... 6 The iview Client Environment... 7 Windows... 7 Layout... 7 Fast Views... 7 Creating a New Client Profile... 8 Profile Navigator... 9 Local Extensions... 9 Cellphone... 9 Voic Hold... 9 Park... 9 Record Hangup Agent Login Remote Extensions Remote Extension Options Cellphone Voic Login Agent Chat Record Barge Held Calls Parked Calls Queues Conference Rooms Creating a Temporary Conference Room Removing a Temporary Conference Room Extension Directories Extension Searching and Sorting Controlling Calls Originating Calls Page 3 of 24

4 Transferring Calls from Transferring Calls to Setting Call Notes Views Notification Colors Green Yellow Blue Orange Red Preferences Menu Administration Login Server Login Call Popup Caller Id Popup URL Popup General Install/Update Validate Updates Update Policy Automatic Updates Update Schedule Download Options Profiles Profiles Profile Editor Server Login Remote Extension Box Size Configuring Permissions Default Permissions Permission Glossary Local Extension Permissions Remote Extension Permissions Parking Lot Permissions Queue Permissions Conference Room Permissions Page 4 of 24

5 Setting Up iview in Evolution Once iview has been successfully installed, configured and activated on your system, Evolution automatically builds the iview configuration for you and provides two configuration options: Enabled and Disabled. To Configure iview Options 1. Login to the Evolution administrator interface. 2. Select iview from the Resources tab and the Intuitive View User Console window displays. 3. In the Server Settings section two options are provided: Enabled and Disabled. 4. Select Enabled to allow Evolution to automatically build and manage the iview configuration for you. 5. Select Disabled to allow Evolution to automatically build the initial configuration for you and allow you to overwrite the auto configuration using iview s console administration features. Note: All auto configuration fields that have been overwritten using iview s console administration features will be lost and be replaced with the default configurations when iview reconnects to Evolution. 6. Click Submit to save your changes. Whether you selected Enabled or Disabled, Evolution configures each new profile with iview s default permissions. These permissions can be left as is or configured as needed. Page 5 of 24

6 iview Operator Console (v2.0) Overview iview is an easy-to-use Operator Console for managing phone calls in your PBX directly from your desktop via Intuitive Voice Technology s Evolution PBX software. iview utilizes java architecture enabling it to run on multiple platforms (e.g., Windows, Linux, Mac) and can be added to any new or existing Evolution PBX installation. In addition, iview provides full support for SIP, IAX, and ZAP. iview provides a flexible interface that does not need to be tied to any one location. Any of your operators can see all the extensions within your organization and monitor the availability of your personnel from any location. This enables your operators to see all incoming calls, calls on hold and parked calls as well as the status of all users in your company allowing you to effectively and efficiently manage your resources via iview s intuitive drag and drop user interface. Page 6 of 24

7 The iview Client Environment Windows iview has many features which are organized into several different sections, or windows of the application. Each window has its respective properties which aides in displaying the information to the end user. Layout Windows within iview can be: Moved around by clicking and dragging the window tab to another location within the panel. Resized by clicking and dragging window edges. Maximized by double clicking the tab (This will place all other windows in a Fast View). Double click the tab again to normalize the window. Detached from the main panel by right clicking on the window tab and selecting detach. Placed in a Fast View use the minimize button for that window. Accessed in a Fast View; click the window icon in the Fast View bar. To close the window, click the icon again. Fast Views Fast Views allow you to minimize a window into an icon for quick retrieval. Once a window is minimized, it will shrink into a single icon. Queues Remote Extensions Held Calls Parked Calls Extension Directories Local Extensions Conference Rooms Profile Navigator These icons can then be grouped together and moved to all four sides of the iview application. Page 7 of 24

8 To access a window from a Fast View, simply click on the icon. The window will hover over the other windows. Click the icon again to hide the window again. Removing an icon from a Fast View is accomplished by right clicking on the icon and clicking Close. Furthermore, you can restore a window from a Fast View into a normal window by dragging the icon to the location you prefer. Before letting go of the mouse button you will see an outline where the window will be placed. Move it around until you re pleased with the location. Creating a New Client Profile To Create a New Client Profile 1. Select Create new profile from the Welcome to iview window, click Next and the Profile Name window displays. Or Click File/New from within iview and the Profile Name window displays. 2. In the Name field, enter the name you wish to give your new profile, click Next and the Profile Server Configuration window displays. 3. In the Host field, enter the host IP Address of Evolution this profile will connect to. 4. In the Port field, verify the default port is set to then click Next and the Profile Login window displays. 5. In the Location field, verify the default location is set to default. 6. In the Tenant field, verify the default tenant is set to default. 7. In the Username field, enter the extension number. 8. In the Password field, enter iview. 9. Click Finish and the new client connection is created and displays in the Profile Navigator window. Note: If the connection does not connect automatically, click View / Profile Navigator from the main menu then right click on the name of the profile you wish to use and click Connect. For more information about the Profile Navigator options, see the Profile Navigator section. For more information on administration options, see the iview Client Environment section. Page 8 of 24

9 Profile Navigator The Profile Navigator allows users to control their profiles from a single window. A subsequent tree item will be displayed for each profile that exists on that client. Each window will have the profile name appended to it so the user can differentiate between two of the same types of windows. The Profile Navigator provides seven separate components: Local Extensions Remote Extensions Held Calls Parked Calls Queues Conference Rooms Extension Directories Local Extensions The local extensions window shows all extensions that your current profile uses. Available local extension options include: Cellphone, Voic , Login Agent, Hold, Park, Record and Hangup. Note: Hold, Park, Record and Hangup are only available when a call is active. Cellphone Click Cellphone to call the cell phone for the selected local extension. Note: A cellphone number must be configured by an administrator prior to using this feature. Voic Hold Park Click Voic to transfer calls to the voic for the selected local extension. Note: A voic phone number must be setup by an administrator prior to using this feature. Click Place Call on hold to place calls on hold. Click Park Call to send a selected call back to the parking lot. Page 9 of 24

10 Record Click Record Call to begin recording a call for the selected local extension. Hangup Click Hangup to end a local extension via the panel. Agent Login Click Agent Login to log agents in or out of their local extension s agent. Note: The Agent Login feature must be configured by an administrator prior to using it. Setting Presence on Local Extensions To Set Presence 1. Right click on the header of a local extension. 2. Select Availability then select a configured Presence. Setting Away Notes on Local Extensions To Set Away Notes 1. Right click on the header of a local extension. 2. Select Note and the Availability Note window displays. 3. In the Note section, enter the availability note you wish to be displayed to users. 4. Click the checkbox in the Return Date/Time section to enable the date and time fields. 5. In the Return Date/Time section, click the down arrow to set the date and time for your return. Viewing Others Extension Notes To View Others Extensions Notes Hover over the header of a remote extension. A balloon pops up with their availability, note, and return time. Page 10 of 24

11 Remote Extensions Remote extensions show all other extensions in the system that are not used by your profile. Available Remote extension options include: Call mobile, Voic , Start Chat, , Record Call and Barge. Remote Extension Options Cellphone Click Cellphone to place a call to the cell phone for a selected remote extension. Voic Click Voic to go directly to the voic message for a selected remote extension. Login Agent Chat Click Login Agent to log agents in and out using the agent button on local and remote extensions. Note: The Agent Login feature must be configured by an administrator prior to using it. Click Chat to start a chat with a selected remote extension. Once a chat is initiated, a Chat tab opens within the iview window. Note: The jabber client must be configured by an administrator prior to using this feature. Page 11 of 24

12 Click to initiate an for a selected remote extension. Note: The feature must be configured by an administrator prior to using it. Record Barge Click Record to begin recording the call for a selected remote extension. Click Barge to listen in on (barge) a selected remote extension. Note: The barger will automatically be muted but can un-mute/mute themselves with the mute button in the local extensions area. Held Calls Held calls are displayed in the Held Calls window. No other iview user can see anyone else s calls on hold. Parked Calls Parked calls are displayed here in the Parked Calls window. All users will be able to view all parked calls as well as any notes set for them. Queues Queues monitored by iview are displayed in the Queues window. Conference Rooms Conference rooms monitored by iview are displayed in the Conference Rooms window. Calls and extensions can be dragged into and out of the rooms. Creating a Temporary Conference Room If you have the appropriate permissions, you can create a temporary conference room. To Create a Temporary Conference Room 1. Click the new conference room icon. The Create Temporary Conference Room window displays. Page 12 of 24

13 2. In the Name area, enter a name for the temporary conference room. 3. In the Room Options area, select the appropriate room options. Available options include: Announce User Count This option provides a tally for the conference room as each user join the conference. Music On Hold for Single User This option plays hold music when a conference call is placed on hold and only one other user is on the call. Exit Room Via (#) This option allows the presenter to exit the conference by pressing the (#) key. Present Menu Via (*) This option allows the presenter to display the menu by pressing the (*) key. Announce User Join/Leave This option announces users as they join/leave the conference. Disable Join/Leave Notification This option disables the join/leave notification. Record This option allows the presenter to record the conference. 4. Click to add a selected extension to the Invite List. Note: Click Shift to select a group of users or click Ctrl to select specific users. Extensions that are added will be rung immediately upon the creation of the conference room. Once answered, each user will be dropped directly into the new conference room. Note: The user that created the temporary conference room can change the options within the conference by right clicking on the conference room window and selecting Options. Page 13 of 24

14 5. If desired, click Invite Yourself from the Invite area to add yourself to the invite list. 6. Click Create and the conference room is created and all invited users are called. Removing a Temporary Conference Room Once a temporary conference room is no longer needed, it can be easily removed whether the invited users are still in the room or not. To Remove a Temporary Conference Room 1. Right click on the temporary conference room to remove and select Remove. 2. Click Yes to remove all users from the room and the room will be removed from the list. Or Click No to remove the room from the list while allowing the existing users to remain in the room. Extension Directories Extension directories monitored by iview are displayed in the Extension Directories window. Extension directories are used to group related sets of extensions together so only those extensions will be viewable in your remote extensions area, if selected. To Create an Extension Directory 1. Enter a name for the directory to be created. 2. Click Add. The new directory displays in the Extension Directories tab. To Add Extensions to Directories 1. Click and drag an extension header into the directory you wish to add that specific extension to. 2. Repeat until the directory contains all relevant extensions. To Share Your Extension Directory with Other Users in the System 1. Right click the extension directory and select permissions. A permission window displays. Page 14 of 24

15 2. In the Set Directory Owner area, select an owner to assign to the selected directory. This defaults to your extension but can be changed as needed. 3. In the Add User to Permission Set area, select a user to share this directory with and the added user displays in the Permission window. 4. Select the Admin check box in the Permission window to allow the selected user to modify the permissions and name of a selected directory as well as the right to remove the directory entirely. 5. Select the Add Ext. check box in the Permission window to allow the selected user to add extensions to the directory. 3. Select the Remove Ext. check box in the Permission window to remove the selected extensions and all related permissions assigned to them from the directory. Note: The owner of the directory has all rights to modify the directory. Extension Searching and Sorting The Search window allows you to search for a specific remote extension. To Search for an Extension 1. In the Search field, enter an extension number or name. 2. In the Sort field, select field, select a sort option. Sort options include None, Name, Extension, Availability and Call Status. 3. Click the Reverse checkbox to view the search results in reverse order. 4. In the Directory field, select a directory to search. Controlling Calls Originating Calls Calls can be originated and initiated via double clicking or dragging and dropping an object. Page 15 of 24

16 Places you can originate to using the iview panel: Other extensions (Double click the extension) Voic (Double click the voic icon; works on both local and remote extensions) Cell Phone (Double click the cell phone icon; works on both local and remote extensions) Conference Room (Double click the conference room item or drag and drop an extension, local or remote, into the conference room item) Note: If you have a profile that is managing multiple extensions, iview allows you to select which one of those extensions should be used to perform the origination. To select the extension you wish to be your originating extension, simply click the arrow button in the upper left hand corner of the local extension. Also you can dial a number directly using the call box at the top of your local extensions area. Transferring Calls from Places you can transfer calls from: Local Extensions Remote Extensions Held Calls Area (You can also pick up a held call by double clicking it) Parked Calls Area (You can also pick up a parked call by double clicking it) Note: You can only transfer to extensions Queue (You can also pick up a queue call by double clicking it) Conference Room Transferring Calls to Places you can transfer calls to: Extensions (Drag and Drop) Voice Mail (Drag and Drop: works on both local and remote extensions) Cell Phone (Drag and Drop: works on both local and remote extensions) Held Calls Area (You can also pick up a held call by double clicking the item in the held call list) Parked Calls Area (You can also pick up a parked call by double clicking the item in the held parked list) Queues (You can also pick up a queue call by double clicking the call item in the queue list) Note: All transfers are performed via drag and drop with the exception of parking and placing calls on hold which can also be performed via the park and hold buttons. Setting Call Notes You can set notes for calls that are on hold or parked. To Set a Call Note 1. Click the note area for that call. 2. Type in your note and press Enter. Note: Held call notes will only be visible to you. Parked call notes will be visible to all users logged into the system. Page 16 of 24

17 Views Views can be switched by clicking the different view buttons at the top of the Local and Remote Extension areas or by clicking on the drop down view arrow. The three available views include Simple View, Detailed View and List View. Simple View The Simple View allows you to view and manage the extension's most recent linked call. Detailed View The Detailed View allows you to view and manage all of the extension's linked calls. Note: The detailed view shows multiple notification states. For example, extension 5725 above is in the process of establishing an outbound call on one line while a successful internal call has been established on another line. List View (Only available in the Remote Extensions area) The List View allows you to: View extensions in a compact, grid-like view View and manage all the extension s calls Show all the calls that the extension is on Note: You can expand the extension using the "+" button at the beginning of the extension row. Page 17 of 24

18 Notification Colors iview provides five different states of activity within the three main iview views (Simple, Detailed and List), painting each state with a different background color, allowing the status of each extension to be readily viewable. Green The notification color within the simple view, detailed view, or list view changes to green when a call (internal or external) is being established. Yellow The notification color within the simple view, detailed view, or list view changes to yellow when a call (internal or external) has being received but is not yet established. Blue The notification color within the simple view, detailed view, or list view changes to blue when an internal call has been established. Orange The notification color within the simple view, detailed view, or list view changes to orange when a queue call has been established. Red The notification color within the simple view, detailed view, or list view changes to red when making a call (internal or external) that has not yet been established. Page 18 of 24

19 Preferences Menu The Preferences menu provides a variety of configuration options, allowing you to easily manage and maintain your preferences. The Preferences window is accesses by selecting Tools / Preferences from the main iview menu. The Preferences window displays, providing the following configuration options: Administration Login, Call Popup, General, Install/Update, Profiles and Remote Extension Box Size. Administration Login To Configure the Administration Login Server Login 1. In the Host field, enter the IP Address of the server the administrator will connect to. 2. In the Port field, verify the default port is set to In the Type field, verify the default type is set to System. 4. In the Username field, verify the default username is set to admin. 5. In the Location field, verify the location field is set to default. 6. In the Tenant field, verify the tenant field is set to default. 7. In the Password field, verify the default password is set to Password1! 8. Click Restore Defaults to revert to the default settings. 9. Click Apply to save your changes. Call Popup To Configure Call Popups Caller Id Popup iview provides users with a small caller ID popup that can be configured to display in the bottom right hand corner of the screen on an incoming call. 1. Click Enabled to allow iview to display a Caller ID Popup on an incoming call. 2. In the Leave popup open for field, enter the number of seconds to leave the popup open. URL Popup iview allows users to open a URL in their default web browser and populate the browser with the calls caller ID information inserted into that URL. This allows iview to integrate with web based CRM applications. 3. Click Enabled to allow iview to display a URL Popup on an incoming call. iview allows users to open a URL on calls from office extensions. 4. Click Open URL on calls from office extensions and configure the URL field to display URL Popups on calls from extensions that are configured within iview. Note: URL options include: %CID_NAME% to insert the caller s name and %CID_NUMBER% to insert the caller s number. 5. Click Restore Defaults to revert to the default settings. 6. Click Apply to save your changes. Page 19 of 24

20 General 1. Click Minimize to Tray to allow iview to be minimized to the system tray when the Minimize button is clicked. 2. Click Close to Tray to allow the iview window to close when the Close button (X) is clicked. Note: iview will remain active and display as an icon in the system tray. 3. Click Restore Defaults to revert to the default settings. 4. Click Apply to save your changes. Install/Update Install/Update allows you to select the appropriate options to be used when iview updates become available. To Configure Install/Update 1. In the Maximum number of history configurations field, enter the number of history configurations to remember. 2. Select the Check digital signatures of downloaded archives checkbox to check the signature for archives that are downloaded. Note: If you have chosen to disable Check digital signatures for downloaded archives, unsigned archives may contain software that can harm your computer. 3. Select Automatically select mirrors to automatically select other mirror sites that the update can look for. Validate Updates 4. Select equivalent ( > only service increments) to update iview only on service increments. 5. Select Compatible ( > service and minor increments) to update iview on service increments and minor increments. Update Policy 6. In the Policy URL field, enter the URL for the update policy. 7. Click Restore Defaults to revert to the default settings. 8. Click Apply to save your changes. Automatic Updates To Configure Automatic Updates 1. Click Automatically find new updates and notify me to automatically find new updates, when available, and notify you when they are available. Note: This enables the Update Schedule and Download Options areas. Update Schedule 2. Click Look for updates each time platform is started to automatically look for iview updates each time the platform is started. 3. Click Look for updates on the following schedule and set your update schedule (day and time) to look for iview updates. Page 20 of 24

21 Download Options 4. Click Search for updates and notify me when they are available to be notified when iview updates are available. 5. Click Download new updates automatically and notify me when ready to install them to automatically download iview updates and send a notification to you when they are ready to be installed. 6. Click Restore Defaults to revert to the default settings. 7. Click Apply to save your changes. Profiles Profiles allow you to create new profiles, remove existing profiles and configure existing profiles. Available configurations include profile options, server options and login options. To Configure Profiles Profiles The profiles area displays all profiles that have been created. 1. Click New to create a new profile. 2. Click Remove to delete a selected profile. Profile Editor 3. In the Name field, enter a name for the selected profile. Server Login 4. In the Host field, enter the IP Address of the server the selected profile will connect to. 5. In the Port field, verify the default port is set to In the Location field, verify the default location is set to default. 7. In the Tenant field, verify the default tenant is set to default. 8. In the Username field, enter the extension number. 9. In the Password field, verify the default password is set to iview. 10. Click Apply to save your changes. 11. Click OK to save your changes and close the Preferences window. 12. Click Cancel to ignore all changes and close the Preferences window. Remote Extension Box Size By default, iview will resize the extensions boxes for remote extensions in the Simple and Detailed views to show the entirety of all extension information. To Configure Remote Extension Box Size 1. Click Dynamic to allow the extension box sizes to change as the local and remote windows are resized. 2. Click Fixed and enter the box size (in pixels) to set and display for all extensions. 3. Click Restore Defaults to revert to the default settings. 4. Click Apply to save your changes Page 21 of 24

22 Configuring Permissions iview allows for granular control over every profile and the actions that they can perform. All permissions are Profile / Object based where an "Object" is the profile's local extension, a remote extension, the parking lot, a queue or a conference room. For example you can specify what actions profile "John" can perform on queue "Main Queue". There are three different tiers of permissions. Default, Group, and Override. By default, all users are given default permissions. Group and override permissions are configured by your administrator. Default Permissions Default permissions are permissions that are used system wide if no other permissions have been specified. These will usually specify the permissions that the majority of the users will be given. Note: Default permissions can be overridden by group permissions and group permissions can be overridden by override permissions. To Configure Default Permissions 1. Click on the Server connection within the Administrator interface and the Server window displays. 2. In the Default Permissions area, click Modify Default Permissions and the Default Permissions window displays. 3. Select the appropriate default permissions to activate and/or deactivate and click Save. Page 22 of 24

23 Permission Glossary Local Extension Permissions Permission Call Cell Phone Call Voice Mail Record Add Extension Directories Add Temp Conference Rooms Hold Calls Hang Up Set User Status Set User Status Note Transfer Call to Voice Mail Transfer Call to Cell Phone Mute Agent Login Description Allows users to call their local extension s cell phone. Allows users to call their local extension s voice mail. Allows users to record their local extension s calls. Allows users to create new extension directories Allows users to create temporary conference rooms. Allows users to place calls on hold. Allows users to hang up their local extension s call via the panel. Allows users to set their local extension s availability status. Allows users to set their local extension s note and return time. Allows users to Allows users to transfer calls to a remote extension s cell phone. Allows users to mute or un-mute their local extension s calls if in a conference room or a barged call. Allows users to log in or out of their local extension s agent. Remote Extension Permissions Permission Call Voice Mail Transfer Call to Voice Mail Record Barge Chat View Calls Transfer To Steal Call Originate To Call Cell Phone Transfer Call to Cell Phone Agent Login View Caller ID Description Allows users to call a remote extension s voice mail. Allows users to transfer calls to a remote extension s voice mail. Allows users to record a remote extension s calls. Allows users to a remote extension. Allows users to barge in on a remote extension s calls. Allows users to initiate a chat session with a remote extension. Allows users to see a remote extension s call status. Allows users to transfer calls to a remote extension. Allows users to transfer (steal) calls from a remote extension. Allows users to originate a call to a remote extension. Allows users to call a remote extension s cell phone. Allows users to transfer calls to a remote extension in or out of their agent. Allows users to log a remote extension in or out of their agent. Allows users to see a remote extension s caller ID. Parking Lot Permissions Permission Park Call Set Parked Call Note Un-Park Call Description Allows users to park calls. Allows users to set park call notes. Allows users to take a call out of park. Queue Permissions Permission Steal Call Transfer To Description Allows users to dynamically transfer (steal) calls from a queue. Allows users to transfer calls into a queue. Page 23 of 24

24 Conference Room Permissions Permission Steal Call Transfer To Originate To Mute Users Kick Users Description Allows users to transfer (steal) calls from a conference room. Allows users to transfer calls into a conference room. Allows users to originate to or invite other extensions into a conference room. Allows users to mute or un-mute conference room members. Allows users to kick conference room members. Page 24 of 24