Arc Premium Whisper Paging User Guide Version 5.1.x
2003-2011 Arc Solutions (International) Ltd. All rights reserved No part of this documentation may be reproduced in any form or by any means or used to make any derivative work (such as translation, transformation, or adaptation) without permission from Arc Solutions (International) Limited. Arc Solutions (International) Limited reserves the right to revise this documentation and to make changes to its content from time to time without obligation on the part of Arc Solutions (International) Limited to provide notification of such revision or change. Cisco is a registered trademark of Cisco, inc. Unless otherwise indicated, Arc Solutions (International) Limited registered trademarks are registered in the United Kingdom and may or may not be registered in other countries. All trademarks acknowledged EMEA Americas Asia Pacific Arc Solutions (International) Ltd. Innovation House Pincents Lane, Reading, Berkshire. RG31 4UH T: +44(0) 118 943 9200 f: +44(0) 118 943 9201 Arc Solutions (International) Inc. Research Triangle Park 4819 Emperor Blvd Durham North Carolina 27703 T: +1 877 956 0272 f: +1 919 313 4794 Arc Solutions (International) Ltd. 2 Marks Street Naremburn NSW 2065 Australia T: +61 409 692 480 F: +61 (0)2 9437 4595 e: info@arcsolutions.com e: inquiries@arcsolutions.com e: info@arcsolutions.com Support 0870 220 2205 or +44(0) 118 943 9205 from outside the UK Support +1 877 956 0272 www.arcsolutions.com Support +61 1300 797 724 or +44(0) 118 943 9212 A Mettoni Limited Company 3rd Edition, June 2010 4th Edition, June 2011 Written by Mark Kent Printed in England The equipment complies with all the relevant conditions if used in accordance with the manual.
Section 1: Introduction Welcome to the Arc Whisper Paging User Guide. Arc Whisper Paging is a part of the Arc Enterprise Suite. It is an efficient XML-based application specially designed for handling transmission of text messages. This application enables IP Phone users to respond to the received text messages. 1.1 About the User Guide The purpose of this document is to explain the Arc Paging functionalities on Cisco IP Phones 7940 & 7960. This document assumes that: The reader is a call centre Agent/Trainer. The reader has a working knowledge of Cisco IP Phones 7940 & 7960. 1.2 Text Conventions in This Guide The following conventions will be used throughout this guide to help differentiate between the different actions required. Navigation around the operating environment or products such as Cisco CallManager or Arc Console via menu or hyperlinks are denoted in bold with > as a seperator. An example being Start > Control Panel > Phone and Modem Options or File > Start CT Server Fields that require data entered in are denoted in Bold typeface. An example being Add Device Range, From and To Fields that have previously been entered, or have been defined in a previous stage are defined in bold italic. For example when changing a password, where you have to enter a User Name operator1, (the Operator1 account would have been set up prior to this point in the instructions). Arc Enterprise Whisper Paging User Guide 1-1
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Call Information Module Section 2: Contact Information and Services Available The Arc Technical Services Centre (Arc TSC) has the ability to provide support to its partners and end-users 24 hours a day, 7 days a week, 365 days a year, subject to the customer having the relevant maintenance contract. A standard Business Hours contract provides access to the Arc TSC from Monday-Friday, 9am-5pm (excluding local public holidays). A 24x7x365 maintenance contract option is also available. All customers or partners must have a valid maintenance contract to raise a case with the Arc TSC. For further information regarding the Arc Solutions support options, please contact your reseller or your Arc Solutions account manager. Contact details for the Arc TSC are as follows: UK & Ireland - +44 (0) 870 220 2205 Europe, Middle East & Africa - +44 (0) 118 943 9205 Americas - +1 877 956 0272 Asia Pacific 1300 797 724 support@arcsolutions.com Arc Enterprise Whisper Paging User Guide 2-1
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Section 3: Product Overview Many call centers around the world use text paging as an active means of communication within the organisation. During high spikes of calls, operators often find it difficult to leave their desks to communicate/interact with their colleagues or other IP Phone users. Text Paging proves to be a great feature in this case, as it allows transmission of messages directly to the individuals using IP Phones. Paging functionality allows Console Operators to send instant text messages to IP Phone users. These messages are called Page Requests. The Operator can send a Page Request to one IP Phone or a group of IP Phones as well. The IP Phone user can respond to a Page Request by typing a reply using IP Phone keys or selecting a pre-configured Page Response. The Operator can send three types of Page Request, Page Request Page Request with Call Page Request with Call Park The Paging functionality is available for Cisco IP Phones 7960 and 7940. Arc Enterprise Whisper Paging User Guide 3-1
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Section 4: Getting Started In order to execute paging functionality on IP Phones, the user must have a complete working knowledge of Cisco IP Phones. The following settings are the pre-requisites for running the application: Language Settings: Paging application can run on Cisco IP Phones in three different languages depending on the Regional Options that have been set in the Windows Control Panel. This is explained in the latter part of the section. Administration Settings: The user must also make sure that the necessary settings have been configured in Arc Connect Administration. The Administrator sets these configurations. Relevant telephony software and hardware must be installed and configured. Contact Network Administrator for assistance. 4.1 Language Settings Paging feature is available for IP Phone users in three different languages. The languages supported are as follows: English Spanish French The application is displayed in the language that has been set as System Locale within the Windows Control Panel. To set language, 1. Go to Start > Settings > Control Panel. Arc Enterprise Whisper Paging User Guide 4-1
2. Select Regional Options. 3. In the Regional Options window that opens, click Set Default. 4. In the Select System Locale window, select any of the following options: English (United States) for English. French (France) for French. Spanish (Spain) for Spanish. 5. Click OK. The settings will be effective once the system has been rebooted and the Arc Server has been restarted. 4.2 Administration Settings There are some settings that need to be configured in Arc Connect Administration. To configure paging, 4-2
1. Go to Start > Arc Connect > Arc Connect Administration. 2. Click File > Logon. 3. Go to Configuration > Messaging. 4. Set the necessary configurations. Refer to Arc Connect Installation Guide, Section 7.7 for further details or contact your Administrator. 5. Click Update. Click OK to save the changes. Once the configurations have been saved, Console Operators can send text messages to IP Phone Users. Users that have paging enabled on IP Phones are denoted with symbol in the Console application. This means that the IP Phone Users will also be able to respond to page requests. Arc Enterprise Whisper Paging User Guide 4-3
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Section 5: Understanding Page Requests Page Requests are pre-configured text messages that a Console Operator sends to IP Phone users. The IP Phone users can respond to these messages by typing text replies or using pre-defined Page Responses. Both Page Requests and Page Responses are created by the Administrator using Arc Connect Administration. 5.1 Types of Page Request Arc Console Operator application can send three types of messages. Page Request: This is a simple text message. The recipient can respond by typing a text reply or sending a pre-configured Page Response. The recipient can also dismiss or forward the Page Request to another IP Phone user. Page Request with Call: This is a text message with a call. If the recipient is ready to take the call, he can request the Operator to deliver the call. On receiving a call the user can put it on hold or forward it to another extension. The user can also put the call in Queue or send it to Voice Mail if he is not ready to take the call. Page Request with Call Park: This is a text message with a parked call. The recipient has the options to pick up the call, put it in a Queue, forward it to another extension or send it to Voice Mail. 5.1.1 Page Request This is a simple text message that is sent to user s IP Phone. This message is displayed on the IP Phone s screen even if the user is connected to a call. To handle the message on the IP Phone, use the following soft keys: Text: User can type a reply using IP Phone keys. Reply: User can choose a reply from a list of Page Responses. Forward: User can forward the message to another user. Menu: Agent can select other options from the menu soft key. 5.1.2 Page Request with Call In this type of message, user s IP Phone receives a Page Request with a call. The Page Request is displayed on IP Phone s screen even if there is a connected call. In this case the call remains with the Operator unless the user is ready to take the call. To handle this type of message, the following soft keys are available on the IP Phone: Take: Pressing this key sends a notification to the Operator that the user is ready to take the call. The Operator then sends the call to the user. Arc Enterprise Whisper Paging User Guide 5-1
Queue: If the user is busy, he can put the call in a Queue and pick it up later. This will send a request to the Operator to put the call in Queue. VM: The user can send the call to Voice Mail. More: The user can forward the call to another extension by selecting this option. 5.1.3 Page Request with Call Park In this type of message, user s IP Phone will receive a message along with a parked call. The Page Request will be displayed on IP Phone s screen even if there is a connected call. The call will be sent to the user s extension along with the message and will no longer remain with the Operator. Following soft keys are available on the IP Phone. Take: User can take the call. Queue: If the Agent is busy, he can put the call in a Queue. VM: The Agent can send the call to Voice Mail. More: The Agent can forward the call to another extension by selecting this option. It must be noted that IP Phone users can only respond to a page request. They cannot initiate a page request. Page requests can only be sent by Console Operators. 5-2
Section 6: Handling Page Requests As discussed previously, there are three types of messages that can be received on an IP Phone. This section describes how to respond to Page Requests and Calls. When the user receives a page request, the notification is displayed on the IP phone screen. The list of active pages is displayed on the phone screen. Once the user clicks (Select) soft key, the page request is displayed on a new screen with a menu of options available to handle the page request. 6.1 Replying Page Requests The User receives simple text messages from the operator on the IP Phone. The user has the following four options available: Text 1. Push the Text soft button on the IP Phone. 2. Type the message using the phone keys. 3. Press (Arrow) soft key to make changes. 4. Press (Back) to go back to the main options. 5. Press (Submit) to send the message. 6. The Text message will be sent to the Console Operator. Reply Arce Enterprise Whisper Paging User Guide 6-1
1. Push the (Reply) soft button on the IP Phone. This will display a list of pre-defined Page Responses. 2. Choose the desired Page Response from the list by using Up and Down keys and press (Select). 3. Press (Submit) to send Page Response or select (Back) to return to the main options. 4. Press (Dismiss) to withdraw. Forward 1. Push the (Forward) soft button on the IP Phone. This will display a list of extensions. 2. Select an extension from the list and push (Select). Alternatively, select Enter Extension Number option and push (Select) soft key to enter an extension number. 3. Type extension number and push (Submit) soft key. 4. Press the (Back) soft key to go back to the main options. Dismiss 1. Push the (Dismiss) soft button on the IP Phone to dismiss the message. 2. The notification will be sent to the operator. When a Page Request is sent to a group of IP Phones and a user accepts the message. The Page Request automatically becomes invalid for other users. 6.2 Replying Page Request with Call In case of Page Request with Call, the user receives call with Page Request. The Page Request is displayed on the IP Phone s screen. The following four options are available, 6-2
Take 1. Push the (Take) soft button. This will send a notification to the Operator who will send the call to the user. 2. The user has the following three options: Hold: Press to hold the connected call. End Call: Press this soft key to end the call. Transfer: Press this soft key to transfer the call to another extension. Queue The Operator can send a Page Request with a call. However, the recipient extension may be busy. In this case the user can put the call in Queue. To put a call in Queue, 1. Push (Queue) soft key on the IP Phone. 2. The notification is sent to the operator. 3. The operator puts the call in Queue and the call is delivered to the User when he is free. 4. Press Answer soft key to answer the call. VM (Voice Mail) This option allows the User to send the call to Voice Mail. 1. Push the (VM) soft button on the IP Phone. 2. A request will be sent to the Operator to send the call to Voice Mail. More This screen is displayed when the user pushes the (More) soft key. The user can forward the call to another extension by using the (Menu) to go back to the main options. (Forward) option or select Arce Enterprise Whisper Paging User Guide 6-3
To forward the message to a destination, 1. Push the (Forward) soft button on the IP Phone. The following screen will be displayed. 2. Select an extension from the list and push (Select). Alternatively, select Enter Extension Number option and push (Select). 3. Type an extension number and press (Submit) soft key. 4. Press the (Back) soft key to go back to the main options. 6.3 Replying Page Request with Call Park In case of Page Request with Call Park, the call is sent to user along with the Page Request. The text message is displayed on the IP Phone screen. The user has the following four options, Take 1. Push the (Take) soft button on the IP Phone to take the call. This will connect the user to the call. 2. The user has the following three options: Hold: Press to hold the connected call. End Call: Press this soft key to end the call. Transfer: Press this soft key to transfer the call to another extension. Queue 1. When the operator sends a Page Request with Call Park, the recipient may not be free to handle the call. In this case, the user has the option to put the call in a Queue. 2. Push the (Queue) soft button on the IP Phone. This will put the call in the Queue and deliver it to the IP Phone when the user becomes free. The following screen will be displayed when the call is delivered. 3. Press the (Answer) soft key to answer the call. VM (Voice Mail) 1. This option allows the user to send the call to Voice Mail. 2. Push the (VM) soft button on the IP Phone. 6-4
More 1. Push (More) soft key. Here, the user can forward the call to another extension or select main options. (Menu) to go back to the To forward call to another extension, 1. Push the (Forward) soft button on the IP Phone. 2. Select an extension from the list and push Select. Alternatively, select Enter Extension Number option and push Select. This will display the following screen. 3. Type an extension and press (Submit) the soft button to forward the call to the desired destination. 4. Press the (Back) soft key to go back to the main options. Arce Enterprise Whisper Paging User Guide 6-5
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Section 7: Glossary DDI Number DDI Tag IP IP Phone Extension Page Request Page Response The number that the caller dialled. An additional piece of useful information added to the DDI. Internet Protocol. Cisco IP Phone 7960 & 7940, which have a small browser on them. This phone has a number and an IP address also. Number of Physical Phone in a contact centre. A text message sent by Operator. A pre-configured text reply which an IP Phone user can send to the Operator. Arc Enterprise Whisper Paging User Guide 7-1
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