Avaya IP Office SoftConsole

IP SoftConsole/Avaya SoftConsle

Avay IP Office PC-based phone

Avaya SoftConsole is the PC based Windows Operator Console for IP Office. Avaya IP SoftConsole has been designed to improve operator service by providing the operator with call information and available call actions to simplify call handling and give the appropriate response to the caller. With Avaya IP SoftConsole this easy to use software tool the operator can maintain visibility of the number and type of calls waiting and so ensure that clients are greeted in a professional manner. Avaya IP SoftConsole has a similar look and feel to the Phone Manger application and can be minimized in the Windows system tray when not in use, but will pop up on the screen when a call is received.

Avaya IP SoftConsole has been designed to be easy to use, while offering a look and feel, which will appeal to
experienced and novice operators alike

The Avaya IP SoftConsole screen is divided into the following areas:

Avaya IP SoftConsole Commands and actions are available through menus. Some features can only be used when the right conditions. If they are not available, the feature will be “grayed out” until conditions change that allow the feature to be used. The following features are available on the Avaya IP SoftConsole tool bar:
· Login.
· Save Profile.
· New call.
· Answer call.
· Hold call.
· Transfer call.
· Transfer complete.
· Reattempt transfer.
· Conference.
· Hang up.
· Page.
· Record call.
· Compact view.
· Dial Pad.
· Access conference room 1.
· Access conference room 2.
· Options.

The Avaya IP SoftConsole call details panel on the left shows details of the current call which will include the following information:
· Calling Name
The Avaya IP SoftConsole system directory name associated with the calling number.
· Calling Number
The Avaya IP SoftConsole telephone number of the call originator.
· Called Name
The system user name or hunt group name associated with the called number.
· Called Number
The extension number the incoming call has been routed to by the system.
· Call Status
States the progress of a call. The Avaya IP SoftConsole border around the call status panel changes color to indicate the status of the call.
· Call Duration
The length of time that the has been in the state as indicated by the Call Status
· Notes
Avaya IP SoftConsole area displays notes or information about the call i.e. when a call has been returned as there was no answer from the extension it was transferred to. If annotation is attached
to the call, details are shown in the Notes area.
If a new call arrives, the call details panel will display the calls waiting to alert the operator and allow
answering of the call based on the Caller ID.

The Avaya IP SoftConsole directory panel on the right shows information on following:
· Directory entries
Including IP Office users, hunt groups and external directory user (non IP Office extensions)
· Single directory entry details Including IP Office users, Hunt Groups and external directory user (non IP Office user).
· Script
When Avaya IP SoftConsole script has been configured for either the calling or called number, the script is displayed in this panel. For example, an operator may be answering calls on behalf of more than one company. To ensure the call is answered with the correct company name a script file can be created with the company name details. The script is displayed whenever a call is received for that company.

Avaya IP SoftConsole Conferencing
Within Avaya IP SoftConsole, calls can be conferenced when held, or a conference can be created through the two conference rooms:
· Conference Held Calls
An Avaya IP SoftConsole operator can conference calls that are in the Held Panel. All calls in the Held Panel will be conferenced.

·Avaya IP SoftConsole Conference Room
An operator can configure up to two conference rooms including details on who is hosting the
conference plus the ability to send out invites to conference participants (automatic invites can be
generated in conjunction with VoiceMail Pro, see IP Office Conferencing Center for more details).
SoftConsole gives the operator visual status of calls in the conference room:

· Avaya IP SoftConsole Queue Panel
The queue panel displays a bar graph of the number and the status of external calls held in a particular queue. Up to 8 Call queues can be configured and labeled to reflect incoming calls for specific Hunt Groups.

· Avaya IP SoftConsole Held Calls Panel
The held call panel enables the operator to manage all calls held at the operator station. These calls will appear as a list in panel. The operator can perform the following the functions: Answer the highlighted held call, Answer the longest held call, Conference held calls (see conferencing section above) or Transfer held call

Avaya IP SoftConsole BLF Panel (Busy Lamp Field Panel)
The BLF panel displays icons to indicate the status of selected users. Each icon provides information on individual users such as: Unread 'User' voicemail messages, User status information, for example Busy, DND and Forwarded is indicated by the various icons used. Up to 10 tabs with 100 icons on each tab are supported

.

· Avaya IP SoftConsole Status Bar
This Shows current status of the system and is divided into four sections that display current connection status, current Profile name, information messages and The number of new voice mail messages for the operator. Information messages include any alarm conditions that are present within the system

·Avaya IP SoftConsole Park Slot Panel
The park slot panel can contain up to 16 system-wide park slots with specific Park ID's for each slot.
· Call History
SoftConsole's call history keeps a combined record of up to 100 (incoming, outgoing and missed) calls
while the application is active Double-clicking any logged call dials that number.

Avaya IP SoftConsole has many configurable options available to the operator to personalize the look and feel. The Operator can tailor the usability specifically to each their personal preferences. The following configuration options are available:
· Incoming Calls
Avaya IP SoftConsole enables the operator to manage the local SoftConsole directory by creating, editing and deleting entries from the selected directory. Also the operator is able to associate a script or media file with each specific entry.
· Queue Mode
Avaya IP SoftConsole enables the operator to configure the queue window with up to 8 hunt group queues, which will include a recall queue. Queues can be created, edited and deleted while also providing the operator with the additional benefit of positioning them in the queue window in order of operator preference. Management by exception is used to monitor queue status by enabling the operator to set up various alarm thresholds such as the Number of calls in queue and Longest waiting call time. A WAV media file can be associated with an alarm for further customization.
· Park Slots
Avaya IP SoftConsole enables the operator to define which park slots are accessible on a system wide basis up to a maximum of 16. The operator is also able to assign which numbers are used to access each park slot and where the slot appears in the park slot panel.
· BLF Groups
Avaya IP SoftConsole allows the operator to create and edit BLF groups.
· Door Entry
Avaya IP SoftConsole allows the operator to configure up to two door entries.
· Directories
Avaya IP SoftConsole enables the operator to choose access to the following directories: SoftConsole local directory, IP Office system directory and Microsoft Outlook contacts. Once chosen, the operator is able to map fields to directory entries.
· Conferencing
Avaya IP SoftConsole allows the operator to set up the names of the two conference rooms. The names will appear on the telephone displays of users in the conference room (maximum of 10 characters).
· Keyboard Mapping
This tab allows the operator to assign keyboard short cut keys for SoftConsole functions.
· Keyboard Actions
Avaya IP SoftConsole allows the operator to specify the default action when alphabetic or numeric characters are pressed.
· Alphabetic Keystrokes: Begin directory search or Open call annotation window
· Numeric Keystrokes: Begin directory search or Open pop-up dial pad
· Appearance
Avaya IP SoftConsole allows the operator to change the appearance of SoftConsole fonts, skins and the call information window color.
· SoftConsole
Avaya IP SoftConsole allows the operator to save the changes made to the configuration of SoftConsole either automatically or manually to a local configuration file on the PC.

SoftConsole has an administration mode that enables the operator to configure the following settings:
· Control panel views
The BLF panel, call history panel, held calls panel and park slot panel can be hidden or made visible.
· Change the Administrator password
· Edit operator profiles
Each operator can have a personalized profile, which can be configured by the administrator.
· Create and modify templates
SoftConsole comes with three predefined templates, which can be modified, or new templates can be
created.
· Specify the maximum length of call notes
IP Office supports a wide range of different telephone types. These have different display sizes so the operator can define the character length of messages sent to each user according to the type of phone they use.
· System Tray working
The application can be minimized and left running in the system tray so that it can pop on received calls.

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