Systems

IP Office Phone Manager

The Phone Manager application offers control of the telephone terminal from the users' PC. Phone Manager is available in three versions;

  1. Phone Manager Lite
  2. Phone Manager Pro
  3. Phone Manager PC Softphone VoIP mode.
Avaya IP Office Phone Manager

For Phone Manager Lite and Phone Manager Pro, this is similar to the PC-based IP Soft-phone except that the conversation actually takes place via a standard telephone terminal rather than the PC's soundcard. The Phone Manager PC Softphone adds PC-based telephony via a sound card or USB headset/handset to the product.

Phone Manager Lite

Phone Manager Lite allows all employees to access the features and facilities only previously available to those working in call centres, or those companies deploying expensive, proprietary feature phones on every desktop. Using an analogue telephone, a digital terminal or an IP hardphone, along with a networked PC on your desk, Phone Manager allows employees to take total control of their phone calls from their PC.

Caller ID/Name Presentation

CLI/ANI is presented as standard so you can see who's calling you before you even answer. The caller's phone number and name (if known to IP Office) are clearly shown on your PC, allowing you to have a good idea what the call's about before you take it. Also shown is information on the actual number dialled, this could be your own Direct Dial In (DDI/DID) number, or a specific department within your organization, e.g. switchboard, sales, support or administration. This feature allows you to answer accordingly and gives you the flexibility to participate in multiple groups, particularly important for small businesses. The same information is also displayed should a second call come-in, allowing you to easily switch between calls or allow the second call to go to voicemail. You can choose to have the information pop-up on your PC automatically as soon as a call comes in, when you answer the call, or it can be instigated manually via a click of your mouse.

Phone Manager Caller ID

Call History

Phone Manager's call history keeps a record of all your received, outgoing and missed calls. Double-clicking on any item calls that number back, to return a missed call or to redial a previously called or received number. It even alerts you when you've received a new voicemail and presents unread voicemails so they can be simply retrieved by a click of a button.

Phone Manager Call History

Desktop PC Telephony Controls

Phone Manager offers telephony buttons to activate standard functions such as Answer, Transfer, Hold, Account codes and Conference so you do not need to remember any specific feature codes. You can also elect to forward your calls and easily edit the forward destination using Phone Manager rather than cumbersome features codes.

Calls can be easily parked using "drag & drop" functionality. Four Call Park areas, which can be shared between users and operators, or within a department, further add to the ease with which the entire call handling process is streamlined with Phone Manager.

Personal Productivity & Collaboration

Phone Manager features a Busy Lamp Field and Direct Station Select. This allows users to customize the application to reflect the status of their department, immediate colleagues or the whole company as desired. The Direct Station Select allows you to dial regularly used internal and external numbers via a single-click. A single Direct Station Select icon allows you to dial their work, mobile/cell phone and home numbers. The Busy Lamp

Field feature allows you to see at a glance, who's available to take a call, who's already on a call and who's placed their phone on Do Not Disturb. Calls can be easily parked using "drag & drop" functionality. Four Call Park areas, which can be shared between users and operators, or within a department, further add to the ease with which the entire call handling process is streamlined with Phone Manager.

Phone Manager Prductivity

Internal User   External Number
Internal Busy Busy   External Work
Internal VMail Message   Mobile Mobile
Internal Divert Divert   Home Home
Internal DND Do Not Disturb   Fax Fax
Internal Not logged into LCS      
 Instant  Logged into LCS      

When Microsoft Live Communications Server (LCS) is also available, Phone Manager users can also view colleague’s presence (online, away, offline, etc.) as well as send Instant Messages (IM). For example you could send an IM to alert a colleague that an important call is waiting for them even though they’re busy on a call.

Phone Manager also offers Conferencing Centre toolbar buttons that allow users to book a conference or join a web conference. Note: The booking feature is only available if permission is specified by your system administrator and Conferencing Centre has been installed (see the Conferencing Centre section for further details).

Phone Manager Pro

Phone Manager Pro builds upon Phone Manager Lite by offering the following additional features:

  • Integration with Contact Management packages (such as Outlook, GoldMine, ACT! and Maximizer) to facilitate screen popping of the contact details of an incoming caller, dialling from the contact record with a simple mouse click and simple creation of new contact records with auto-insertion of the telephone number whilst on a call.
  • Voicemail box control with Voicemail Pro, in either Intuity or IP Office modes, which allows you to play, rewind, fast forward, save or delete your voice messages. It also allows Pro users to configure their Personal Distribution Lists (Intuity mode).
Voicemail Messages
  • Personal phone number directory which allows further personalization and improves productivity:
  • Name matching: If the Caller ID is recognized in the local PC directory, the caller’s name can be displayed
  • Simple incoming call scripting: Scripts can be displayed based on the Caller ID or the dialled number (DID/DDI) to remind users of a specific greeting or sales pitch to use.
  • Distinctive ringing: Allows the configuring of distinct ringing on a per caller basis. PC sound files can be associated with incoming callers' numbers and then played through the PC speakers when a call is received from that number. This allows you to easily differentiate calls from important customers and clients, and those from unknown callers.
  • Compact mode which minimizes the screen space required to run the Phone Manager application. While in compact mode, a notification slider alerts of new calls and allows the user to view the caller ID or associated caller’s name and answer the call. Users can easily switch between standard & compact.
Compact Mode
  • Agent Mode operation which allows the user to perform contact centre functionality without needing a specially designed contact centre telephone, for example one with dedicated keys such as log on/off. You can also easily activate Account codes (during or before the call) through the “Account Codes” tab which allows the user to tag the call with an alphanumeric account code via a single-click. Agent-mode users can set their phone on “Busy”or “Wrap-Up” and select which hunt group they are member of via simple button clicks.
Busy
Wrap Up
Select Group
Membership
Busy
Not Available
Start Call
Recording
Stop Call
Recording
Agent Busy Wrap Up
Agent Select Group
Agent Busy NA
Start Recording
Stop Recording

If your Phone Manager Pro is also VoIP enabled, then you can act as a contact centre agent entirely through your PC

IP Phone Manger
  • Queue monitoring allows you to monitor the number of calls waiting on up to 2 queues.
  • Door entry control allows you to remotely activate the two electric switches connected to the IP Office.
Phone Manager Door Control
  • Time on call shows call duration.
  • Separate tabs for Incoming, Outgoing and Missed Calls.
  • Multiple Speed dial tabs (to allow users to group speed-dial/Busy Lamp Field icons by department or location e.g. Sales or Support)
  • Telecommuter Mode
    Phone Manager Pro allows making and receiving calls and retrieving voicemails on an external phone number as if they were in the office, with Phone Manager providing the call control. It also provides billing convenience and potential cost savings for remote workers and mobile work force. Access to the feature is controlled by the administrator in the User Rights.

Phone Manager Feature Comparison

Feature Phone Manager
Lite
Phone Manager Pro
and PC SoftPhone
Inbound/outbound call handling.
Yes
Yes
Phone call control.
Yes
Yes
Configure phone preferences.
Yes
Yes
Configure keyboard short cuts.
Yes
Yes
CLI (ANI) / Name display.
Yes
Yes
Speed dial / Busy Lamp Field management.
Yes - 15 icons
maximum.
Yes - 100 icons
maximum per tab.
Speed Dial tabs (to group Busy Lamp Field icons)
Yes - 1 tab.
Yes - 10 tabs maximum.
Microsoft Live Communications Server (LCS) Integration
Yes
Yes
View internal users’ presence via LCS
Yes
Yes
Send Instant Messages (IM) to internal users via LCS
Yes
Yes
Telecommuter Mode
Yes
Compact mode
Yes
Local Phone Directory.
Yes - 1000 entries maximum.
Call history log – all, missed, messages.
Yes
Yes
Separated incoming/outgoing call log.
Yes
Collect new voicemail messages.
Yes
Yes
Voicemail box control
(Intuity and IP Office modes).
Yes
Personal Distribution List set up
(Intuity mode)
Yes
Incoming call scripting.
Yes
Time on call.
Yes
Advice of Charge (ISDN service provider dependent)
Yes
Yes
Door opening control.
Yes
Queue monitoring.
Yes - 2 Queues
Conference Control Display.
Yes
Yes
Conferencing Center action buttons
Yes
Yes
'Screen pop' contacts
(Outlook, Goldmine, ACT! and Maximizer).
Yes
Simple Outlook contact record creation.
Yes
Agent Mode.
Yes
Distinctive Ringing
(WAV file).
Yes
Post Connect dial
(sending DTMF while connected to another party).
Yes
Yes
VoIP mode (to run as an PC Softphone)
Optional license


Phone Manager System Requirements

  • Any IP Office system and supported telephone (hands-free operation is only supported on suitable 20xx/24xx/44xx/46xx/54xx/56xx/64xx series phones).
  • Ethernet attached PC running Microsoft Windows 98/NT4/2000/XP, in conjunction with TCP/IP Networking.
  • Phone Manager Lite/Pro: Minimum Pentium 266Mhz or above with 64MB RAM and 50Mb of free disk space (sound card if audio features required).
  • Phone Manager PC Softphone (VoIP version): requires a VoIP license in addition to the Phone Manager Pro user license. Please see section 6 (IP Telephony) for the minimum PC requirements.
  • Optional Microsoft Outlook 98/2000/2003/XP, Act! 6.0 and 2005, Maximizer 7.5 and 8.0 Enterprise, Goldmine 6.0 and 6.7 for contact management integration.
  • Optional Internet Explorer 6.0 or above for Conferencing Centre integration.