Training for Installation & Setup/User Guide

1. Training for Installation & Setup/User Guide Windows™ SoftPhone & Operator SoftPhone

2. SoftPhones located anywhere can login to individual SoftBX Servers located anywhere Enter a name for the server location Server information including location and connection settings are displayed following the first successful login to the server entering the location of a server Enter either the IP address or the URL (Uniform Resource Locator) for the server location. e.g. blue-wireless.mine

3. Repeat for each server location Enter a name for the server location Server information including location and connection settings are displayed following the first successful login to the server entering additional server locations Enter either the IP address or the URL (Uniform Resource Locator) for the server location. e.g. blue-wireless.mine

4. Right mouse click menu Click activate to select the server to log into activating a server location

5. Click ‘key’ icon to login Enter user name. User name is allocated by the system administrator logging on to a server Enter password (default password setting is the same as user name)

6. Note: the Server button (which provides access to additional SoftBX Server settings) is only visible when the SoftPhone extension is a Supervisor. Refer to Training slides in TrainingServer.pps for server configuration options Click ‘wheel’ icon to access system settings Click the system settings – IP tab Enter the IP address or URL of the H.323 Gatekeeper (only needed if it is not on the same server PCas the SoftBX Call Server) Features available to this SoftPhone are displayed. softphone system settings - IP Check to activate voice compression for slow data networks (G.726 – 32Kbps) Default is unchecked (G.711 – 64Kbps) Check to stop this SoftPhone’s extension number from being sent to called parties

7. Click the ‘audio’ tab to access audio settings Select the audio device for recording/microphone input: the selected device will be the telephone microphone. Audio devices available are displayed in the drop down boxes Select the audio device for playback: the selected device will be the telephone speaker. Check to enable ring indication via the internal PC chassis speaker, in parallel with the audio device ring indication. Select the audio device for mixing: the selected device provides level/volume adjustments. softphone system settings - audio Check to enable automatic microphone adjustment for each call Select the audio device for ring indication: incoming calls will ring via the the selected device Check to enable silence detection: voice data will not be sent during silence – similar to voice switching Check to play a wave file as the ring indicator via the PC sound card

8. Click the ‘phone’ tab to access SoftPhone settings Select a wave file (using the drop down box or the browse button) to be played as a ring indicator for incoming calls Select a wave file (using the drop down box or the browse button) to be played when calls are on hold Select a the ‘optional’ phone device (using the drop down box) – this is used for facsimile or analog connections: default = ‘none’ Check to answer incoming calls using the ‘return’ key If this extension is in a Pickup Group: Check to enable audio beep in speakers/USB handset when a call has released to the group from an unanswered call to a group member.(SIP phones dial “#*” for group pickup or “#NNN” for directed call pickup where NNN is the group member’s extension number) softphone system settings - phone Check to answer incoming calls automatically Check to have SoftBX prompt you to ‘create’ a new phonebook entry when a call is received from a caller that has no existing entry in your phonebook Check to enable automatic redial facility Check to enable SoftBX window to “Popup” when an incoming call arrives Check to enable automatic recording of calls

9. Click the ‘email’ tab to access SoftPhone email settings Enter the user email account address/name – refer to administrator for correct format (e.g. j.smith@companyname.com.au) Enter the user email account password Set the time period to check for new incoming email Check to activate SoftBX mail service: SoftPhone will interrogate local email client software (e.g. Outlook, Outlook Express) for new mails which it will indicate via a counter in the VM panel (lower left of SoftPhone window). User must go to separate email application to view emails softphone system settings - email Check to always create a Journal entry for all email activity, collecting and sending. Check to create a Journal entry only if mail is found

10. Extension number of this SoftPhone icons indicate user is: Orange = logged on or forwarded Blue = in a call Silver = logged off Orange with blue dot = released in group(user can double-click on the released extension to ‘pick up’ the call) The called or calling number is displayed during ringing or connected call states call in progress Double click extension to call or enter extension or external number in the phone number field using PC keyboard or the dialpad then click green phone button to call. Dialled or received number appears in first caller position. Next caller will appear in second caller box

11. CLID still can be seen Click and drag to side of window as required minimise to dialer only Click window button to minimise to dialer only – click again to enlarge to full window

12. Note: If 2 external callers are conferenced then 2 external lines are busy for the duration of the call Second call answered. Conference together with own client or select another extension and click transfer to release the call and return to first caller First call answered with click on green phone button. Click green ‘hold’ button to place call on hold – caller will hear ‘please hold’ message 2 calls in progress First or second call can be ‘drag and dropped’ onto another extension using the mouse (‘blind transfer’)

13. Note: The Right Mouse Menu options for an extension can only be set by either a Supervisor (refer this slide) or the logged in user of that extension (refer next slide). No other user can set or change another user’s extension options unless enabled to do so by Supervisor settings Properties option displays and enables editing of basic settings and Incoming and outgoing settings. Forwarding option enables display or editing of call forward settings: forward targets, ring delay settings, voice mail email attachment settings, forwarding call types, active days and times and activation when logged on or logged off Click to send call back request instant message (IM) right mouse click options (supervisor only) Copy this extension to another level in the status display Delete Extension. Reset Password enables the supervisor to reset the users password to default value Log the extension off

14. Note: The Right Mouse Menu options for an extension can only be set by either a Supervisor (refer this slide) or the logged in user of that extension (refer next slide). No other user can set or change another user’s extension options unless enabled to do so by Supervisor settings User Name – for Information only Forwarding option enables display or editing of call forward settings: forward targets, ring delay settings, voice mail email attachment settings, forwarding call types, active days and times and activation when logged on or logged off. (This option will only be visible if this SoftPhone has been authorised to change its own forwarding options and has selected/highlighted its own extension, or it has been authorised to change the forwarding options of another extension which it has selected/highlighted) right mouse click options (non-supervisor) Toggle to enable one connection/line or two connections/lines for this extension

15. Blue arrow - voice mail panel is open. Orange arrow – voice mail panel is closed – click on arrow to toggle between open & closed Caller ID: displayed when retrieving and playing message Total calls received Playback volume voice mail settings Left Mouse Click to record a user outgoing message/announcement Right Mouse Click to play default outgoing message/announcement Stop message playback Play/Listen to incoming messages voice mail on/off

16. setting up new phonebook entry Enter notes relevant to this contact Phonebook stores contact details for retrieval and click-to-dial calling Enter Contact details Future option Select by browsing documents to associate with this contact. Right click to set ‘open automatically’ for CRM ‘window pop’ Set individual ring indicator if required Enter phone numbers Record VM (voice messages) save and retrieve messages for this contact Click the ‘notes’ button To display the notes panel shown on the right Record – Stop – Play – Browse - Delete

17. IM (Instant Messaging) can to be sent and received between SoftPhones. Click the ‘mails’ tab Double click mail to open mail viewer Incoming email & messages counter. Go to separate email application to view emails instant message-received Voice mail counter

18. Right click extension, click send message – this option is only available on SoftPhone clients Alternatively, simply request a user to call back by clicking ‘request call back’ to send an IM (instant message) instant message-sending Select one or more user entries to receive message – enter subject, then type a message Click high, normal, low, to set priority Click send

19. setting absence rules/call forwards SoftBX provides call forwarding when the user is absent. Multiple forwarding rules can be configured and activated as required. Click the ‘absence’ tab to view rules Right mouse click the ‘absence’ rule to display menu options absence rule name – information only Click ‘properties’ to view or edit absence rule (refer next slide) Click the ‘activate rule if logon’ to set the rule active only if the user is logged on Click the ‘activate rule if logoff’ to set the rule active only if the user is logged off Click ‘delete’ to delete the absence rule

20. forwarding target settings Set forwarding numbers: for external numbers omit the ‘0’ to dial out of SoftBX and omit the leading ‘0’ in STD Area codes Set priority or order for each forward Set number of rings before next forward Click to turn voice mail on or off as last choice after all forwards – crossed = off Name for Forwarding Rule

21. forwarding to voice mail settings First and second email addresses for notification: 1. first email address enables forwarding of the voice mail (VM) as a wave file attachment. 2. second email address enables notification only 3. PIN code (1 to 5 digits) to be used for remote access to VM Select the wave file to provide an announcement to the caller. This announcement is recorded using the SoftPhone voice mail panel Activation rule: select the type of call, apply to and exception rules. Remote message retrieval (only possible if extension is logged off and calling from a DTMF phone): call own number from remote telephone, as the announcement is playing enter the PIN code and press ‘#’, if the PIN is correct a message ‘PIN code OK’ will be heard (if not, nothing will be heard), press ‘#’ again to play messages. Activation rule: busy or always (Future Option – scheduled for implementation next major release): Select a wave file as a sign off message

22. forwarding rules settings Set call forwarding schedule for days of the week and special days Set a date/time range for forwarding to be active Activation rule: Check to activate this forward when this extension is logged on Activation rule: Check to activate this forward when this extension is logged off Press ‘Save’ to save and exit

23. managing journal entries Right mouse click an entry to select an option Click ‘print’ to print the entry Click ‘delete’ to delete the entry Click ‘filter’ to use the filter facility to search for entries. Click ‘save as text file’, - to copy the journal entry details to a text file for external processing Click ‘call request’ to copy the dialled number from the entry to the ‘phone number’ field in the SoftPhone – then click green phone button to call Click ‘copy to call-list’ to copy the dialled number from the journal entry into the call schedule facility.

24. setting journal entry filter Journal entry filter provides facilities to search the list of journal entries by specific details • Click the tab corresponding to the type of search required: • serial number of the record • date • time • charging information • duration (of the call) • partner (called number) • provider (telco carrier) • state (call state) Check to save the filter criteria for later use Enter search criteria in the -from -to -or the ‘quick search by phone number’ fields & click ‘ok’

25. Enables a user to set reminders for calls they need to be make Set Date and Time for reminder Enter details of person or company to be called Enter any relevant comments call scheduler Phone book entries appear here as contacts – use drop down box to select then click ‘save’

26. setting call schedule filter Call schedule filter provides facilities to search the list of calls that are scheduled • Click the tab corresponding to the type of search required: • phone number • name, first name • company • date • time • comment Check to save the filter criteria for later use Enter search criteria in the -from -to -or the ‘quick search by phone number’ fields & click ‘ok’

27. call schedule reminder Call schedule reminder will popup at the nominated time for the call Click when to respond If this option is selected then: Set new date and time for reminder here & click ‘ok’ ‘if extension is free’: This option will only be available if the called extension is a ‘SoftPhone’ on the same SoftBX server. For all other types of extensions and for outside calls it is disabled

28. automatic redial This window opens when call is made to a busy extension or if a call is terminated with no answer. Click ‘automatic redial’ to set feature Select the time you want to auto-redial the other party. If the other party is a SoftPhone on the same server the option ‘if extension is free’ can be enabled. Once the other party is free a window ‘Number is now free’ appears and the originator’s SoftPhone rings

29. status display levels – multi-department or companies create a multiple level status display by adding tabs – note that the main ‘overview’ tab cannot be edited and the entries in the levels are copies of those in the overview To add an extension to a level right click the entry then click ‘copy to:’ Double click under the last tab to create a new one then type in the name e.g. warehouse and click save To delete a tab double click the tab itself and delete the label and save

30. conference bridge Note: conference bridge is limited only by available bandwidth Alternatively: To call all parties at once, hold the control key while mouse clicking each of the parties. Once all are selected click the green phone button to call and invite them to the conference While the status display is active click the ‘down arrow’ icon Use buttons to set up the parties then using the green phone button call each party to invite them to take part in the conference

31. operator logon Click ‘key’ icon to login Enter user name as ‘exchange’. This cannot be edited for the operator Enter password (default password setting is the same as user name)

32. operator main screen Calls in waiting loop are queued in order of arrival. Time of arrival and waiting time are displayed Operator number The called or calling number is displayed during ringing or connected call states icons indicate user is: Orange = logged on or forwarded Blue = in a call Silver = logged off Orange with blue dot = released in group (user can double-click released extension to ‘pick up’ the call) Double click extension in status display to call or enter extension or external number in the phone number field using PC keyboard or the dialpad then click green phone button to call. Called or received number appears in first caller position. Next caller will appear in waiting loop Click and drag call to either 1st or 2nd caller box to answer or drag direct to extension. Once answered call can be click & dragged from caller box to extension (blind transfer)