Hosted Voice Console Assistant Set-up and User Guide V

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1 Hosted Voice Console Assistant Set-up and User Guide V

2 Table of Contents System Requirements General Information Download, Installation & Upgrade Launching the Application - Login/Logout Navigation Call Control Tab Phones Tab Quick Dial Tab Directory Call Logs Voice Mail Options Help 2

3 System Requirements This application will run on any PC with the following configuration: Windows XP with Service Pack 2, or Windows 2000 Pentium 4 processor or better 128 MB of RAM minimum, 256 MB of RAM recommended Windows.NET Framework 1.1 (may be pre-installed in Windows XP) Disk space required: 5 MB for Console Assistant 20 MB for.net, if it has to be installed, Call Logs Options Firewall Ports to open:

4 General Information The receptionist will be able to answer calls made to the company s main phone number as well as those made to the shared line appearances that have been programmed on the expansion module (side car) The receptionist can choose to turn off the option to monitor the shared line appearances under the Options tab (see Page 39) It is recommended that a Console Assistant (CA) client uses a headset which is connected to their phone since answering a phone call via the CA takes the desk phone off hook 4

5 Download Open an Internet Explorer browser window and enter the following web address: then click on Console Assistant to download the latest version and click Save 5

6 Installation Click Save to save the application to your desktop. DO NOT CLICK RUN. Click the Desktop link to save the file to your desktop and click the Save button 6

7 Installation After the file is installed on your desktop, double click on the ConsoleAssistantInstall.msi icon (figure 1) to open the file, then click on Run (figure 2) Figure 1 Figure 2 7

8 Installation Click Next and follow the steps in the Setup Wizard Select the folder where you want to install the program, then click Next. (The default folder is C:\Program Files\BroadSoft\Console Assistant) 8

9 Installation Click Next to start the installation process Click on Close to complete the installation process 9

10 Upgrade Manager Once the application is installed, each time the user logs in the version will be checked against the server to see if a mandatory upgrade is required If required, the user will be prompted to upgrade as shown below Required Update must be installed Mandatory upgrade 10

11 Launch the Application / Login Click on Start / Programs / Console Assistant / Console Assistant Click here to open the screen where the IP addresses will be entered Type in the telephone number and phone password provided by OLP. Click LOGIN 11

12 Launch the Application / Login Users can select Auto-Login so they don t have to enter the password every time they login Enter the SBC Virtual Public IP Addresses Enter the Web Portal IP Address 12

13 Console Assistant Look & Feel Quick Access to Features Presence For Monitored Employees Access to multiple Voice Mail accounts & Call Logs 13

14 Call Control & Phones Panel Call Control Changes Dynamically Set VIP Employees See both Phone & Call Status 14

15 Navigation Quick Access Navigation Buttons Phones Quick Dial Login Rearrange Panels Options Minimize Close Call Control Directory Help VM/Logs Event Logs Close Maximize Restore Elevator Bar for Scrolling up and Down Expand /Collapse 15

16 Answering Calls Answering an Incoming Call with Popup As incoming calls arrive, the caller ID Name/Number will appear and provide options for Answer (F2) Place the Call on Hold (F4) See Caller ID Name & Number Redirect the call to (another number) Read the Script Close Popup Click to Answer Redirect Call Answer & Hold 16

17 Answering Calls Answering an Incoming Call via Main Screen As incoming calls arrive, the caller ID Name/Number will appear and provide options for Answer (F2) Place the Call on Hold Redirect the call to a predefined number Click to Answer Notification of Ringing Call 17

18 Answering Calls Answering an Incoming Call with Redirection When an incoming call is ringing, choose the Redirect to number option Calls can also be redirected to virtual ring or voic Enter a number Force to Forever Ring/ Never Answer Send Call to VM 18

19 Answering Calls Answering an Incoming Call with Pickup When an incoming call is ringing, and they are in your pickup group (Group or DC pickup), you can see the incoming call via phones tab Click Pickup a Ringing Call or Pickup Call See Flashing Yellow Indicator (Ringing Call) Enter the Phone Number Or Click Group Pickup Incoming Caller ID 19

20 Making Calls In the Call Control Window click Make a new call Click to Call Expand/ Collapse Enter a number or pull down for previous Set type of call 20

21 Making Calls In the Directory Window Double Click an Entry Double Click to Call Right Click Options Leave number or pull down for previous Set type of call 21

22 Making Calls In the Phones Window Double Click an Entry Double Click to Call Right Click Options Leave number or pull down for previous Set type of call 22

23 Making Calls In the Call Logs select entry and click Call Select an Entry Click to Call Leave number or pull down for previous Set type of call 23

24 Call Control Options While a call is active in the Call Control Window you can Hold/Resume (F4) End the Call (F3) Transfer Conference Park (F5) Add them to the Forever Ring List never to be answered again Make a new call Answer other incoming calls Add notes to an existing call 24

25 Call Control Options While a call is on hold in the Call Control Window you can Resume (F4) Make a new call Answer other incoming calls Add notes to an existing call Pickup other calls Redial 25

26 Transferring Calls Calls can be transferred in the Call Control Window Select an Entry Click Transfer Support for Drag & Drop Transfers Enter number or pull down for previous Set type Transfer 26

27 Transferring Calls Calls can be transferred in the Call Control Window to a Phone entry Select an Entry Click Transfer Select Phone to Transfer To Set type Transfer Leave number or pull down for previous 27

28 Camp On Calls can be camped onto a busy line in the Phones panel Select an Entry Select Busy Phone to Camp on Set type Transfer Click Camp On 28

29 Phones Busy Lamp Field Indications with Drag & Drop Ordering of monitored phones Flashes when Ringing 29

30 Quick Dial In the Quick Dial window the user can access a Phone Speed Dial list that was either created/programmed by OLP Operations or created by the user Double Click to Call any entry Right Click Options Set type of call 30

31 Directory Select one (or multiple entries with Shift & Ctrl) to: Add this entry to the Phones panel Add this entry to VM/Logs (password will be needed) Edit Directory Entry telephone numbers Search the Directory Double-click an entry to call them Drag & Drop Columns To Order 31

32 Call Logs Call Logs provides access to the user s call logs and any other user they have been given password access The following options are available once the call log tree choice is selected: Refresh the Call Logs for this user Select an entry and click to call Delete the entry from the list Rollover tooltips and icons help determine the call direction 32

33 Voice Mail VM Inbox and VM Saved provides access to the user s voice mail and any other user they have been given password access The following options are available once the VM Inbox tree choice is selected: Refresh the Voice Mail for this user Select an entry and click to call Change Password Rollover tooltips and icons help determine the message type Delete Message Save Message Forward Message Playback controls (Play, Pause, Stop, Rewind, Fast Forward) 33

34 Rearrange Panels By clicking on the Rearrange Panels icon users can change the order of the panels to match their preference Move Panels Up or Down Using Arrows 34

35 Options By clicking on the Options icon the user can set up their own preferences for Global, Call Control, Directory, Phones, Quick Dial and VM/Logs In the Global folder, the user can change: Panel Size (Small, Medium, Large, Extra Large) for Font Size Panel Style providing options for Icons only, text only, icons and text, or large icons 35

36 Call Control (Options) In the Call Control folder the user can turn options on and off like bringing the application to the front when a new call comes in (pop-up) or monitoring callers from shared line appearance 36

37 Directory (Options) In the Directory folder the user can select to receive confirmations when performing certain actions in the directory 37

38 Phones (Options) In the Phones folder the user can make changes like listing names by last name or first name or changing the font size of the names in the window 38

39 Quick Dial (Options) In the Quick Dial Folder the user can be reminded when they are attempting to remove all Quick Dials 39

40 VM/Logs (Options) In the VM/Logs folder the user can modify voice mail options 40

41 Event Log (Options) The Event Log folder can be used by the Enterprise Admin to view a log of events/errors to troubleshoot if an error occurs within the application 41

42 Help Help provides in depth information about the general options of Console Assistant Please note that the documentation in the Help menu may not be an exact representation of how OLP has designed this application 42

43 Help / Check for Updates Check for Updates can be used to check for product updates if an updated Server IP Address is provided. This also provides information as to what version is currently running. Updates will be checked upon login as long as this IP address (URL) is entered. This can be automatically populated if using the branding tools. 43

44 Help / About About provides information on what version of Console Assistant is being used. 44

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