Mitel Phone Manager - User Guide - Warner Tel

1 Phone ManagerUser GuideAPRIL 2016 DOCUMENT RELEASE Guide Table of 's & Not Disturb (DND) Agent Hunt Group Mail Banner Toolbar55 User GuidePage Support Leader Group Presence Warning, Emergency Calls and and Limitations100 Mitel Phone Manager Support Office Dynamics Dynamics Internet CRM+ Act! To' Phone Manager v3 Personal Back Page211 User GuidePage 3 NOTICEThe information contained in this document is believed to be accurate in all respects but is not warranted by Mitel Networks Corporation ( Mitel ). The information is subject to change without notice and should not be construed in any way as acommitment by Mitel or any of its affiliates or subsidiaries.

2 Mitel and its affiliates and subsidiaries assume no responsibility forany errors or omissions in this document. Revisions of this document or new editions of it may be issued to incorporate part of this document can be reproduced or transmitted in any form or by any means - electronic or mechanical - for anypurpose without written permission from Mitel Networks Corporation. TRADEMARKSThe trademarks, service marks, logos and graphics (collectively "Trademarks") appearing on Mitel 's Internet sites or in itspublications are registered and unregistered trademarks of Mitel Networks Corporation (MNC) or its subsidiaries (collectively" Mitel ") or others.

3 Use of the Trademarks is prohibited without the express consent from Mitel . Please contact our legaldepartment at for additional information. For a list of the worldwide Mitel Networks Corporation registeredtrademarks, please refer to the website: and Microsoft are trademarks of Microsoft product names mentioned in this document may be trademarks of their respective companies and are herebyacknowledged. Mitel Phone ManagerRelease - April, 2016 , Trademark of Mitel Networks Corporation Copyright 2016 Mitel Networks Corporation All rights reserved1 What' s new Version release of Mitel Phone Manager sees the introduction of Presence Profiles for controlling status and DynamicExtension Express features of the MiVoice Office ProfilesThis feature allows users to control their Phone 's status with a single profile which is visible to other users of the also give users control over the DEE features of the telephone to Presence Profiles section Status on LockPhone Manager can now automatically switch profile or activate DND when the local computer locks.

4 Any status changeis then reverted when the computer to Status on Lock section Windows 10 SupportPhone Manager now supports Windows 10 Ability to hide Chat conversationsChat conversations can now be hidden from the Chat window to reduce the number of conversations to Chat section Profile PicturesEach user can now set a personal profile picture which will be stored centrally on the server and will be visible to allPhone Manager to Profile Picture section Phone Manager MobileThere is now an option Mobile version of Phone Manager available for iOS and Android devices. The Mobile clientincludes:SoftphoneDirectory AccessVoicemail, Call Routing & Missed Call notificationsCall HistoryVisibility of ContactsLink to Phone Manager Mobile section Version release of Mitel Phone Manager sees the introduction of the MiContact Center Campaign Manager client UI alongwith other enhancements to give users more control over their Mitel ManagerPhone Manager provides the client UI for the MiContact Center Campaign Manager progressive dialing solutionLink to Campaign Manager section UCD ControlUser GuidePage 5 Phone Manager shows the associated extension's current UCD status and provides the ability to toggle between andaccepting or not accepting UCD to UCD section

5 Toaster UpdatesAccess to the Dial Pad and to Mute a call is now provided directly from the toaster while on a to Toaster section Phone Manager Version 3 Contact ImportFor users upgrading from Phone Manager Version 3 there is now the option to import existing contacts from thepersonal to Contacts Import section Additional Plugin SupportSupport for the following plugins have been added:Link to Internet Explorer PluginLink to Netsuite PluginLink to SugarCRM PluginLink to Tigerpaw CRMLink to Zoho CRM Plugin Mitel Phone Manager IssuesDPAR/IDDescriptionNotes/Work around12706 Phone Manager cannot connect to theCommunication Service through a Communication Service hostname and/or IPaddress needs to be added to the relevantexclusion list on the proxy server to enable PhoneManager to Manager Softphone may beunable to connect to the PBX when thereare multiple networks (including virtualconnections)

6 Configured on the any unused network a SIP Softphone call on holdlonger than about 14 minutes will causedthe call to be disconnected after this 't leave SIP calls on hold longer than the download of MicrosoftOutlook contacts can prevent users fromreceiving emails when Outlook isconfigured in cached the cache mode option within MicrosoftOutlook ( ).User GuidePage 72 Quick StartThe Guide provides information for frequently used features. For more information about these and other features, refer to the userguide. Phone Manager UI with Presence ProfilesPhone Manager UI without Presence ProfilesMitel Phone Manager 8 Phone Manager Call BannerUser GuidePage 9 Using the Call BannerIf there are any calls at the extension then the Call Banner will appear, this provides control for features such as Hold/Retrieve,Transferring, Answering and Clearing calls.

7 If there is more than one call at the extension the banner will expand to display thedifferent calls and provide a means to swap between them. Call Banner ButtonsButtonActionAnswers an inbound ringing callClears a connected callToggles a connected call between hold and connected stateOffers the ability to divert an inbound call to voicemail or chosen destinationProvides the ability to setup a direct transfer or consultation callWhen performing a consultation transfer, these buttons can be used to complete or cancelthe transferUsed to toggle the mute state of a connected callMitel Phone Manager 10 Making CallsMaking calls using Phone Manager is a simple process and can be achieved in a number of different ways.

8 Dial a number you know by entering it into the Search or Dial box and press enterDial a user or device from the Contacts window by double clicking or pressing the dial icon next to itSearch the directory by entering a name in the Search or Dial box to find a number to dialHighlight a number in a different application and double click the Highlight & Dial icon which can be found on the righthand side of you screen Transferring CallsCalls can be transferred by using the buttons on the call banner. The main Phone Manager Search or Dial or the ContactsWindow should be used for choosing the transfer destination. After pressing Consult or Transfer on the Call Banner the mainPhone Manager window will be brought into focus ready for you to enter a number to , dialing a number using any of the make call methods described above when a call is in progress will automaticallysetup a consultation transfer without having to first press a button on the Call performing a consultation transfer it can be completed or cancelled using the relevant buttons on the Call Banner orsimply hand up to complete.

9 Contacts ViewThe contacts tab within Phone Manager provides a real-time view of information about other devices including users,extensions, agents, speed dials and hunt groups. This gives an overview of the status of these devices and call control featuressuch as single click to views available include a personal favorites view and centralized business units that have been configured on the the binder icon to hide or show different views. IconsDescriptionUser icon, This icon appears on the Large view of the contact screen. The usersstatus shows in the circle in the bottom right-hand corner. The user profileimage will display in the large the user has no profile picture then the icons below will be icon, an outlined icon means the user does not have Phone ManagerrunningExtension iconAgent icon Directory Contacts (Global or Personal Directory, Phone System Directory,Outlook Directory)Color Key: Gray - Offline, Green - Available, Red - Busy, Blue - Do not disturb, Yellow - Wrap upUser GuidePage 11 Application ButtonsButtonActionHighlight & Dial, this icon can be found attached the right hand side of the desktop and can beused to dial numbers from other applications.

10 Highlight a number to dial in another applicationand double-click the iconDND, provides control of do not disturb status and displays the current statusACD*, provides control of ACD Hunt Group status and displays the current statusUCD*, provides control of UCD Hunt Group status and displays the current statusVoicemail, provides access to voicemail boxes that notify the local extension and indicates howmany messages are waitingDial Pad, provides access to the Dial Pad which can be used to initiate calls or more commonlyto dial DTMF Tones over an existing callForward, provides control of the forward state of the local extension and displays the currentstatusProvides access to the Chat window and to see existing conversationsBinder, controls visibility of different Contact viewsCan be used to add new contacts to personal or global directoriesUsed to switch the view on the Contact window between large icon and details viewMute, controls the mute status of the local extension when a call is in progressVolume controls, used to change the a