IT MOBILE TELEPHONY TELEMATICS
Client Agent Guide
Work smarter achieve more IT • MOBILE • TELEPHONY • TELEMATICS
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Introduction 1 Typographical Conventions ...... 1
IPFX Client Prerequisites 2 Supported Operating Systems: ...... 2 MSI Installation requirements: ...... 2 Associated Hardware Requirements ...... 2 Network Requirements ...... 2 Other software requirements ...... 3 Microsoft Excel ...... 3 Microsoft Outlook ...... 3 Microsoft Skype for Business ...... 3 Supported Web Browsers ...... 3
What is IPFX for Outlook? 4
Explorer Overview 6
Starting IPFX Explorer 7
IPFX Explorer ...... 7
Logging into your IPFX Client 8 IPFX Authentication ...... 8 Windows Authentication ...... 8 Changing your PIN ...... 10 PIN Complexity ...... 10
Working with Queues 11 Logging in to Queue (Available for Contact Centre) Presence ...... 11 Picking up a queue call ...... 11 Queue Callbacks 12
IPFX Ribbon/Toolbar buttons 14
Setting your Presence 19
IPFX Presence States 21
Call Control icons 23
Call Handling 25 Call Handling - Making and Receiving Calls ...... 25 Call Control button - Dial ...... 25 Call Control button - Answer ...... 26 Call Control button - Hangup ...... 27 Call Control button - Resume ...... 27 Call Handling - Transferring Calls ...... 28 Call Handling - Blind Transfers ...... 29 Call Handling - Supervised Transfers...... 31 Call Handling - Hold and Resume ...... 35 Call Handling - Queue Hold and Queue Resume ...... 38 Call Handling - Hold For ...... 41 Call Handling - Monitoring a call ...... 44 To monitor an extension ...... 44 Call Handling - Intruding on a call ...... 45 To Intrude on an active call at an extension ...... 45 Call Handling - Conferencing ...... 46
Outlook Client Options 48 Client Options - Outlook Preferences ...... 48 Display...... 49 Inbox ...... 49 Calendar ...... 49 Contacts ...... 50 Common Client Options ...... 51 Client Options - General Preferences ...... 51 Options ...... 51 Default Actions ...... 52 Appearance ...... 52 Smart Search ...... 52 Client Options - Notifications ...... 52 Call Notifications ...... 53 Call Window ...... 54 Presence Notification ...... 55 Queue Alarms ...... 56 Call Assistant ...... 56 Device Group Notification ...... 56 Client Options - Instant Messaging ...... 57 Client Options - Collaboration ...... 58 Client Options - Dashboard ...... 60 Client Options - Connection Settings ...... 61 Network ...... 61 Logon ...... 62 Client Options - Support ...... 63 Logging ...... 63 Data Caching ...... 63
Using the Navigation Pane 64
List Pane 66 List Pane - Breadcrumb menus ...... 66 List Pane - Setting default List Pane views ...... 67 List Pane - Using List Pane Search ...... 67 List Pane - Defining Search Parameters ...... 68 List Pane - Adding or Removing columns ...... 68 List Pane - Grouping List Pane Views ...... 69 List Pane - Phone Status Icons ...... 71 Extension State icons ...... 71 List Pane - Extensions ...... 72 List Pane - Queues ...... 74 Queue View Columns ...... 74 Queue Status Icons ...... 76 List Pane - Agents ...... 77 List Pane - Agents - Queuing calls and other media ...... 79 List Pane - Contacts ...... 81 List Pane - Recent ...... 82 Recent Lists ...... 84
Dashboard Summary 86
Index 87 Introduction
Typographical Conventions Before you start using this guide, it is important to understand the terms and typographical conventions used in the documentation. For more information on specialized terms used in the documentation, see the Glossary at the end of this document. The following kinds of formatting in the text identify special information.
Formatting convention Type of Information Triangular Bullet() Step-by-step procedures. You can follow these instructions to complete a specific task. Special Bold Items you must select, such as menu options, command buttons, or items in a list. Emphasis Use to emphasize the importance of a point or for variable expressions such as parameters. CAPITALS Names of keys on the keyboard. for example, SHIFT, CTRL, or ALT. KEY+KEY Key combinations for which the user must press and hold down one key and then press another, for example, CTRL+P, or ALT+F4. Keyword An IPFX platform, product or component. IPFX Module or product licensing required A specific User Level Feature is required IPFX Director Feature IPFX for Cisco Unified Communications Manager IPFX Skype for Business Contact Centre
The following lists terms used in this document.
Term Description IPFX Clients Includes IPFX Console, IPFX Explorer, IPFX for Outlook, IPFX Toolbar, IPFX Web Client and IPFX Web Console. IPFX Product Suites IPFX Empower or IPFX Connect SfB Microsoft Skype for Business (TM) CUCM Cisco Unified CallManager
Images used in this document are based on a configuration enabled for all features, so may differ from what you see. Items that are based on specific modules or User Level Features are highlighted as such.
Press F1 within the IPFX Client for access to help or press the Help icon. IPFX Client Prerequisites
Supported Operating Systems: Microsoft: Windows 10 (Anniversary Update, Creators Update or newer) Windows 8.1 Windows Remote Desktop Services 2019, 2016 and 2012 R2
MSI Installation requirements: A minimum of Microsoft .NET Framework 4.8 must be installed and enabled. Microsoft Visual C++ 2015-2019 Redistributable (x86) and (x64) - 14.24.28127 or higher. If running reports, you will need to have the Microsoft SQL Server Native Client installed. This can be downloaded from Microsoft, via this link https://www.microsoft.com/en-nz/download/details.aspx?id=36434. Using the IPFX Clients.exe installer, will automatically install all prerequisites, including Microsoft .NET Framework 4.8.
Associated Hardware Requirements Minimum hardware requirements are as per Microsoft Specifications for each level with a minimum 1.5Ghz Processor, 4Gb RAM and an additional 20GB hard-drive space, per user. Keyboard, Mouse, Monitor Client Softphone and/or playback via the PC requires a headset with microphone.
Network Requirements Network connectivity to the IPFX Server via port 100 required. Other software requirements Microsoft Excel For Microsoft Excel Integrator the minimum level of Microsoft Excel 2007 is supported For IPFX Dashboard, the minimum supported version is Microsoft Excel 2013 Microsoft Outlook Microsoft Outlook 2013 is the minimum supported version for IPFX for Outlook client. Microsoft Skype for Business Microsoft Skype for Business 2015 is the minimum client version supported for IPFX Skype for Business Contact Centre. Supported Web Browsers Microsoft IE 11 Microsoft Edge Google Chrome Mozilla Firefox Apple Safari What is IPFX for Outlook? IPFX for Outlook, brings the fully integrated Unified Communications (UC) solution that brings together all of your communication into your Microsoft Outlook client. UC includes: Presence Voicemail Instant Messaging Telephony and associated call control Mobility Collaboration tools such as audio, video and desktop conferencing. As part of your Outlook client, you have the added features of Calendar synchronisation, Contact Synchronisation and the ability to receive your Voicemail via email for playback and control. With IPFX for Outlook installed, all you need to do is start your Outlook client as normal and you will get the IPFX login. Refer to login section for more information.
IPFX for Outlook can embed the IPFX Client, or the preferred option is to leave the IPFX Client un-embedded, to enable viewing of both your email and having your IPFX Client open simultaneously. On the main Outlook Ribbon, there is a new Telephony dropdown menu and a new IPFX Tab to navigate to, to manage your calls and Voicemail. The dropdown provides the following options and the expanded Presence options:
Navigating to the IPFX tab from the Outlook Ribbon, will display the IPFX Ribbon/Toolbar: Explorer Overview
This diagram displays an overview of the different components of the IPFX Explorer Window:
Component Description IPFX Ribbon The buttons and associated dropdown lists on this Ribbon navigate the user to different views and CTI (Computer Telephony Integration) functionality as offered and required. Navigation Pane Splits the views into Personal and Company with the associated folders, for selection to view in the List Pane Shortcut toolbar Selected extensions, contacts or queues that the Operator liaises with frequently for quick call handling. Breadcrumb Navigation The navigation breadcrumb trail allows the operator to select personal or company views in the List Pane view. Search box When in List Pane view, entering names or numbers in this field will filter the view. List Pane The list pane view will display the currently selected 'Show' option, whether extensions, queues, contacts etc. Starting IPFX Explorer
Having set up your Voicemail and PIN, you are now ready to start your IPFX Client.
IPFX Explorer
Navigate to your Start Menu, IPFX > IPFX Explorer or desktop shortcut to start your IPFX Explorer client. You will be prompted with a login prompt. Logging into your IPFX Client
Before logging in, you need: An IPFX Client installed An extension number A PIN (Personal Identification Number). This may have been assigned to you, but is more commonly set when you first set up your Voice Mailbox - refer to the Setting up your Voice Mailbox and PIN section. When you first start your IPFX Client, you will be prompted to Log in to IPFX. This prompt will default to the authentication type of IPFX Authentication. Enter your Extension number in the Extension field. IPFX Authentication When using IPFX Authentication, enter the PIN associated with the extension number already entered.
Click the Remember PIN, if you do not want to be prompted to login each time you start the IPFX Client. To clear the saved PIN, navigate to your Client Options > Connection Settings and press the Clear Saved PIN button. You will once again be prompted when accessing the IPFX Client.
Windows Authentication
Your site may also have Windows Authentication available as an option on the Authentication dropdown:
Refer to your Administrator or IPFX Technician for more information, as this feature requires: 1. Active Directory Access enabled via IPFX Configuration Wizard on the IPFX Server. 2. IPFX Directory Synchronisation configured and running on the IPFX Server. 3. The checkbox Windows logon available enabled during the IPFX Client install. To use your Windows Login detail, click the dropdown arrow and select Windows Authentication. The currently logged in User Name will auto-populate the User Name field:
Checking the Auto Logon box, will mean you are not prompted to login each time you open the IPFX Client. To clear the Auto Logon flag, navigate to your Client Options > Connection Settings and press the Clear Saved PIN button. You will once again be prompted for your login detail when accessing the IPFX Client. Please note that if the Windows Authentication fails (when available), it will attempt the IPFX Authentication, before advising the user that Authentication failed. Note: You will not be advised whether an authentication failure is due to an invalid extension, PIN, username, password or when a mailbox has been locked. This is for security reasons. The notification will simply say that the Authorisation failed: Changing your PIN
Navigate to your Client Options > Connection Settings and click on the Change PIN button. Type a new PIN and retype this PIN for confirmation. Click OK to save this new PIN. PIN Complexity There are complexity rules in place for PIN numbers, to prevent fraudulent access. At a minimum, the following rules apply by default: 5-15 digits in length Not in any number sequence (for example 12345, 56789, etc.) Not matching your extension number Not made up of the same digit (for example 11111, 22222 etc.) Easy for you to remember Only you know. Note: 00000 (or any PIN starting with 0), is identified as a mailbox that has not been setup. Not setting up a mailbox as soon as possible, will result in the inability to access Voicemail remotely. The only exception to this rule, is where a call to Voicemail is coming from a configured mobile number (configured under Extension Properties > Numbers). Working with Queues
IPFX Contact Centre, IPFX Console, IPFX Web Console, IPFX Client Agents or IPFX Multimedia agents need to be licensed. Visibility of queues is a User Level Feature - Queue Access. Queues are at the core of the IPFX Contact Centre solution. A queue is an endpoint on the IPFX server, which directs calls to Contact Centre Agents, including IPFX Console operators. Logging in to Queue (Available for Contact Centre)Presence
To login to take queue calls, an agent or operator must be logged into the Queue (or Available for Contact Centre) presence state. Refer to Presence section or guide for more information. When in this presence, queue calls and other media items (if licensed) will deliver to you and other logged in agents, unless you: Change your Presence Set Work Time Are in a waiting for Wrapup state If you are in queue presence, but do not answer a delivered call or media item, requiring it to be pulled back to the queue, you may be logged out temporarily or permanently based on the queue configuration.
If a temporary logout, this will display the Away state on your Presence icon and status. This icon can also indicate that your PC has not had any activity for an extended period of time (configurable under Client Options), indicating that you are not immediately available for queue calls or media interactions. Always remember to logout of your Queue (or Available for Contact Centre) presence state when away from your desk or busy. An alternative to delay queue call delivery, would be to use the Work Time feature. Clicking on the Work Time button will delay queue call delivery for 30 seconds, or select an extended period from the options available on the dropdown.
If your extension state shows with this Queue inactive icon, this indicates that you are configured as an agent in this queue, but may be set to not receive queue calls, but you may be enabled for other media types. Picking up a queue call If you are an agent in the queue, but not currently logged into the queue presence, you can pickup a call from the queue by double clicking on the queuing item from the Queue Agents view in the List Pane. Alternatively you can click and drag it to your extension. Queue Callbacks
Queue Callback and IPFX Contact Centre or IPFX Client/Multimedia Agent licensing required. The Queue Callback feature, allows callers to leave a message that will retain their position in the queue, delivering to agents as a call would. This provides an enhanced service, meaning callers do not have to sit waiting to be answered, particularly where there are long wait times. In addition there may be cost saving benefits to your organisation if paying for a freephone service. For example an 0800 or 1300 number. Callers are prompted to confirm their contact number, with an option to change the number to be called on and can leave a message with more information about the reason for their call. Callbacks are a Queue Item Type, which means that you can have different selected agents and skill levels assigned to agents handling callbacks as opposed to handling calls or other media types.
The callback will appear in the queue with this Unread voicemail icon and will deliver to agents the same way as calls are. Callback controls are via the Current Calls window.
When the call is answered by an agent, the IPFX Voicemail port will immediately start playing the recorded message. Having heard the message the agent can:
Choose to listen to the message again by clicking on the play button, Opt to accept the callback, which will return the call. This is done by either pressing # on the phone or clicking on the tick button. Delete the callback, if the message was for information purposes only and did not require a callback. You can delete by pressing the button or pressing 3 on the phone. Alternatively the call can be rescheduled to a particular time. Select the default displayed or select the preferred date and time and then click on the Reschedule icon. You can reschedule via the phone by pressing 2 and following the prompts. pressing # to accept the default reschedule time or specify the time in hhmm format followed by the # key to default to the specified time on the current day. If the time specified has passed, it will assume the next working day for redelivery. to specify a date, enter the number of days or the date in ddmm format and then press #. For example any of these options will work when you have pressed 2 to reschedule: * 930## sets the schedule to 9:30 a.m. of the same day (assuming the current time is before 9:30 a.m.). * 930#3# sets the schedule to 9:30 a.m. three days after the current date. * 930#1010# sets the schedule to 9:30 a.m. on 10 October. DO NOT HANGUP (unless the call is completed) without selecting an option. Doing so will return the callback to the queue but it will lose its position in the queue.
Your extension will go into a wrapup state on completion of the callback. Apply your wrapup as normal. IPFX Ribbon/Toolbar buttons
The IPFX Ribbon (or Toolbar) is made up of distinctive sections, grouping one or more buttons in each, as determined by licensed features and User Level Features.
Ribbon Group Button Label Use it to .... Notes
Open the Presence screen * Limited options on IPFX for your extension, where Connect Platform you can: ** IPFX Empower Change your Presence Platform required. State Presence or Presence Add/Modify Operator Feature visibility is or another Presence. Instructions depends on: Edit your Presence Settings Presence - Edit Own. * Setup and manage Contact Categories * Setup and Manage Voicemail Settings * Setup and Manage Presence Override rules. ** Hovering your mouse pointer over the Presence button will display the current presence details.
Opens the Voicemail Hovering your mouse (Inbox) folder in the List pointer over the (no new messages) Pane, displaying any Voicemail icon will tell Voicemail Messages. you the number of unread Voicemail Voicemail messages. (new unread messages) Voicemail Icon feature needs to be (new unread urgent enabled. messages)
This button presents a * Requires an email client form to send a Voicemail, on the PC and the My Messages Email* or SMS**, to one or Send recipient must have an more users hosted on the email address configured same IPFX Server. under Extension Properties. ** IPFX SMS Server must be licensed and configured and the following user level feature enabled. Enable SMS Ribbon Group Button Label Use it to .... Notes
This button will display all Hover the mouse pointer current IM conversations over this button for a in the List Pane of the (No New IM IM Conversations current unread Conversation) client. conversation count. From this window, you can IM not available on open and continue an IPFX for SfB and is user existing conversation, start (New IM Conversation) level feature dependent. a new conversation or hide a conversation.
(New Urgent IM Conversation)
This is a context sensitive The availability of these button, that shows with different Call Control the Dial icon by default, options on this dropdown which when pressed will list will depend on User open a Smart Search Level features enabled window. However when a and the current call state. (Default state) call is ringing on your Dial/Answer/ device, this button will display as Answer and if on Hangup/Resume (Device ringing) a call will change to the Hangup button. If you have a call on hold, this button will display as (When on a Call) Resume. Additionally this button has a dropdown menu Calls with other Call Control (Call on Hold) options: Dial Answer Hangup Blind Transfer Supervised Transfer Complete Transfer Cancel Transfer Hold Queue Hold Queue Resume Hold For Pickup Conference Monitor Intrude Ribbon Group Button Label Use it to .... Notes
Meant for Contact Centre This does not prevent agents, selecting a value direct calls from ringing Worktime from the dropdown on the extension. selection will delay queue Work Time user call delivery for the feature level controls duration of the Worktime. visibility of this button However this can be used as an indicator to other users that you are temporarily unavailable.
Records the current call to Voicemail, saving as a Record * Only available if the Voicemail message. IPFX Call Recording or Dropdown option on this module has been Stop Record button allows Record Call purchased and the suppression* and the Suppress User Level ability to record the feature has been current conversation to enabled. the Voice Mailbox of ** Only available on the another user on the same IPFX Empower platform. IPFX Server**. Record Icon user feature level
Pressing this button opens Limited options available the Set Default Device for IPFX Connect Devices Group screen, allowing you Platform. to configure your default Note: Not available on device/s to receive calls SfB implementations. on. For example, desk and mobile will ring both devices simultaneously. Ribbon Group Button Label Use it to .... Notes
Opens the extension Features available will directory in the List Pane. depend on numbers and From this view you can: email addresses configured, modules View a list of extensions by licensed and user level Extensions region or company wide. features enabled. Change your default view Button visibility depends of extensions. on the Directory View the status/presence Access of your colleagues. Dial any configured number, Send emails, voicemails, SMS, IMs or initiate a collaboration with a colleague, using the context menu on the appropriate extension. Show Lists queues in the List Availability of this button Pane of your IPFX Client. is dependent on agent licensing. From this listing, you can Queues open the agent view of any Options available on the queue, dial any queue and context menu are change your default queue dependent on user level view. features enabled. Additional queue controls Queue Access are available via the context menu of each queue.
This button will display the Options available on the company contacts in the context menu are List Pane. This default view dependent on user level Contacts can be changed. features being enabled. Users can dial, Company Contacts add/remove, edit, view Access details, invite to a collaboration or add to favourites, any available contact.
The default behaviour of Call History this button is to display a Recent ** Only available listing of Recent Missed on the IPFX Empower Calls. platform. Other folders available View Call History from the dropdown on this for Current Caller button are Placed, Received and if on a call, Current Caller History**. Ribbon Group Button Label Use it to .... Notes
Opens the Collaboration Visibility of this button Window in the List Pane. can be controlled by the Collaboration user level feature. Enable Collaboration Note : Not available on IPFX for SfB implementations
Opens the Dashboard in Requires Microsoft Excel the List Pane or if 2013 (or higher). Dashboard unpinned, in a separate Available for Supervisor window. or Administrator User Levels only. Enable Dashboard
Opens the Shortcut configuration window to Shortcuts configure extensions, Administration queues or contacts on the shortcut toolbar.
Reports Opens the Reports Most reports are application to create and available to the run reports. Supervisor and Administrator User Levels only.
Administration Opens the IPFX Available for Administrator utility for Administrator User Levels system configuration. only. Setting your Presence
Your Presence can be set via any of these methods: Clicking on the Presence button on your IPFX Client ribbon/toolbar, opening the Presence Window and selecting the desired Presence. The default return date/time will be auto-selected but these can be adjusted as required.
Selecting a Presence from the Presence button dropdown. This will set the presence using the default return time.
Selecting Set Presence from the context menu of: an Extension Shortcut an Extension in the List Pane (Extension or Agent views) Selecting Presence from the Quick Access menu, by hovering over the IPFX icon in the SysTray (Notification Area).
Selecting Set Presence from the context menu of the IPFX SysTray (Notification area) icon.
Via a short code on your phone. For example, 53 for the Presence menu, or 54x where x is the presence code (if configured). From within your Voice mailbox. IPFX Presence States
IPFX Director and IPFX for Cisco Call Manager use the following suite of Presence icons by default. These presence states have a default return time setting, but all presence states can have an indefinite or customised return time.
Presence Icon Presence Name Description Default Return Time
Queue Available with IPFX Agent or Console None licenses only. This presence signifies availability to take queue calls.
Available Available to take direct calls. None
Meeting In a Meeting and therefore unavailable 1 hour* for standard or queue calls.
DND/Empower Indicating you do not want to be 1 hour* interrupted.
Gone Out You are out of the office. 1 hour*
Gone for the Day Your workday is over and you have Start of the next business day gone home.
Holiday You are on holiday Start of the next business day
Sick Leave You are off on Sick leave. Start of the next business day
On a Break You are away from your desk on a paid 15 minutes ** break.
Personal Time You are away from your desk on a 15 minutes ** personal errand.
Away on Business You are out of the office on business. Start of the next business day
* taken from the nearest half hour ** taken from the nearest quarter hour For IPFX Empower platforms, the following Extended Available Presence states exist, if the User Level Feature Show Extended Available Presence is enabled:
Presence Icon Presence Name Description Default Return Time
Available Desk You are at your desk and devices None configured for your Desk Device group will ring for incoming calls
Available Associate Calls will ring on your associate's None device rather than yours.
Available Home Calls will be directed to the None configured home number.
Available Mobile Calls will be directed to the None configured mobile number.
Available Other Calls will be directed to the None configured alternative number.
However, if you do not have off-site transfers enabled for your extension, any of these extended available options with external numbers would be greyed out. Call Control icons
The following Call Controls are available from the Call Control dropdown dependent on the current call state and User Level Features enabled.
Button Label Action
Dial Opens an IPFX Smart Search window to search for a number to dial
Answer Your device is ringing. Click to Answer.
Hangup You can end the current call by pressing this button.
Blind Transfer Initiate a Blind Transfer of the current call, to the selected extension, contact or queue.
Supervised Transfer Initiate a Supervised transfer of the active call, to the selected extension, contact or queue.
Complete Transfer Complete the supervised transfer after consultation, connecting both parties and disconnecting yourself.
Cancel Transfer Cancel the transfer after consultation, resuming the original call.
Hold Place the current call on hold.
Resume The hold button toggles to Resume, when a call has been placed on hold. Click to resume the call.
Queue Hold Placed the current call on hold while freeing up your extension to take other calls.
Queue Resume When a call has been placed on queue hold, the button toggles to Queue resume. Selecting this button, retrieves the call currently on queue hold.
Hold For Place the current call on hold for a busy extension. Call will queue and deliver to the recipient once they become free.
Pickup Pickup a call that is ringing on another extension.
Conference Enables you to conference in a third party to the current conversation.
Intrude User Level dependent, allowing the Operator to intrude on an active call. Button Label Action
Monitor User level dependent, allowing a Supervisor or Administrator to listen to an active conversation. Call Handling
The IPFX Clients have several different ways of managing calls. Dial button on the IPFX Ribbon/Toolbar Call Control dropdown Recent lists IPFX Smart Search Double clicking the extension/contact in the List Pane View Extension, contact and queue context menus From the phone itself
Call Handling - Making and Receiving Calls Call Control button - Dial
The Call Control button on the IPFX Ribbon/Toolbar is a context sensitive button. When no call is active, this button shows as Dial, but will also display as Answer, Hang Up or Resume dependent on call state. Press the Dial button to open the IPFX Smart Search to search for extensions, contacts or queues to dial. Start typing a name or number to filter your search, highlight the preferred number, then select the Dial button in the bottom right to initiate the call. Note : You could also use the Smart Search key combination of the Windows and Tilde keys to open this window. Refer to the IPFX Smart Search document or section for more information. Dial is also available on the dropdown menu of this Call Control button, along with other Call Control options that become active when on a call:
Alternatively, select a dial option from a context menu on a shortcut or List Pane view for Extensions, Contacts or queues. If in a Recent list view (Missed, Placed, Received), simply double click on the appropriate entry or select dial from the context menu. Call Control button - Answer When a caller is ringing your extension, this context sensitive button changes to Answer (also available on the dropdown):
Click on this button to answer the call, whereupon the button changes to Hangup. Call Control button - Hangup When on a call, the Call Control button changes to Hang Up:
Activating other Call Control buttons on the dropdown list:
Call Control button - Resume The last state this button can display is Resume, when a call has been placed on Hold via the button dropdown, from a notification/Call Window or on the phone. Resume is also available on the dropdown menu.
Clicking on this button, will retrieve the caller from hold and the button will change to Hangup. Call Handling - Transferring Calls Transfers can be either Blind or Supervised (Consultation). The default transfer type on the IPFX Client, is Blind Transfer. This can be adjusted via your Client Options > General tab in the Default Action section. (Refer to Client Options section/book) This configured 'Default Style' allows you, with an active call, to Double click on the required extension in your List Pane (extension or queue agent views), to perform the configured transfer type. Applies to extensions only. Select the Transfer to Desk/Associate/Mobile/Home/Queue from a context menu on the shortcut toolbar or in a list pane view. Recommended method for queues and contacts. With an active call, you can select your Transfer type from: The Call Control dropdown A call notification Current Calls window > Call Control dropdown Opening Smart Search Each option will open the IPFX Smart Search window to select an extension, contact or queue to transfer to. Either double click on the preferred number, or highlight and click the Transfer button. Call Handling - Blind Transfers
This is the installed default 'Transfer Style' and is indicated by a single right directed arrow icon. If left as this default, the quickest way to transfer a call to another extension is simply to double click on the preferred destination extension in the list pane view. This will move the call to that user (or their voicemail) and release your extension to handle other calls. This option only works when transferring to other extensions. Alternatively right mouse click on the preferred extension, contact or queue to transfer selecting the preferred device, for the transfer to destination. Your extension will be released upon transfer ready for handling other calls. However, if the default transfer type is set to Supervised, then to initiate a Blind transfer, select the option from either : The Call Control dropdown:
The Call Notification: The Current Calls Window :
Alternatively use the IPFX Smart Search hotkeys (Windows + tilde ), while on a call. Any of these options will present the Smart Search window, to enter the required name or number to transfer to:
From this window you can either double click the preferred number, highlight the preferred number and select the Transfer button, or select the preferred destination from the context menu of the highlighted number. Blind transfers will automatically release your extension to handle other calls, once complete. Call Handling - Supervised Transfers If your site has a policy of always announcing calls when transferred, then it is recommended that you change your 'Default Transfer Style' to Supervised.
Supervised Transfer is indicated by a double right directed arrow icon. If you do have the 'Default Transfer Style' set to Supervised, then you can initiate the transfer by double clicking on the destination extension in the List Pane. This will also be the default behaviour when using the context menus for transfer. Once you've consulted with the destination party, you can either select Complete Transfer to connect the parties and release your extension or Cancel Transfer and Resume to retrieve the caller. If Blind Transfer is your default transfer type, then you can select the Supervised Transfer option via one of the following options: The Call Control dropdown:
A Call Notification: Current Calls Window:
Or opening the Smart Search Window using the quick keys (Windows and Tilde ). All will open the Smart Search to select the required destination: You can either double click the selected number, select the preferred destination from the context menu or highlight the preferred number and select Transfer. The caller will be placed on hold, while you consult with the destination party. At this point the Call Control dropdown, Notifications and Call Window all show the Complete Transfer and Cancel Transfer buttons. Selecting Complete transfer from any of these, will connect the caller and destination parties and release your extension to handle other calls: However, if after consultation the destination party opts to not take the call or you want to retrieve the call before they answer, select the Cancel Transfer from one of these options: Call Control dropdown:
Call Notification:
This cancel will disconnect the destination leg of the call, allowing you to retrieve the caller from hold.
Click on the Resume Call Control button or select Resume from the Call Control dropdown or Call Notification to retrieve the caller from hold. Manage the call as normal. Call Handling - Hold and Resume There are three types of hold available from an IPFX Client.
Places the caller on hold where they can hear MOH (Music on Hold). This option busies your extension so any callers to your extension will be diverted to your unavailable destination. For example - voicemail. Hold
For Direct calls - this option will place the caller on hold on your personal queue, freeing you up to make or receive other calls, before retrieving the call. Queue Hold For Queue calls - this option will place the caller on hold on the queue the call came from, where it can also be retrieved by other agents.
Hold for a busy extension.
Hold For
To place a caller on Hold, select one of the following options when on an active call: Select Hold from the Call Control button dropdown:
or from a Call Notification: Alternatively from the Current Calls window:
Selecting any of these options, will place your caller on hold, where they will hear Music on Hold (MOH). Your extension will show with the Held Call icon, so other users can see that you have a caller on hold. You will not be able to make or receive any other calls while your caller is on hold. You will see this call on hold under your Current Call List Pane view or the Current Calls window:
These hold buttons change to Resume once selected, so to retrieve your caller from hold when you are ready select the Resume button on one of these: The IPFX Ribbon/Toolbar The Call Control dropdown:
Current Calls Window:
Clicking this Resume button, will retrieve the caller from hold so that you can continue your conversation. Hang up as normal once your call is complete. Call Handling - Queue Hold and Queue Resume Queue Hold is predominantly used in Contact Centre environments, but it does have a use for standard users who want to be able to have full call functionality while they have a caller on hold. For both types of Queue Hold, you can initiate a Queue hold by clicking on the button from the: Call Control dropdown:
or from the Current Calls Window dropdown: This will put the caller on queue hold, where they can hear Music on Hold, while freeing up your extension to make and receive other calls. When you are ready to return to your caller, then resuming the call differs depending on whether it was a Direct call or a Queue call placed on Queue Hold. For the Direct Call queue hold, you will select Queue Resume from one of these options: Call Notification:
The Call Control dropdown: The Current Calls Window Dropdown or Context Menu:
or from the Current Call List Pane view context menu:
This will retrieve the caller from Queue Hold and resume your conversation. Handle the call as normal. For a Contact Centre queue call that was placed on queue hold, you can use the same mechanism to Queue Resume, via the Call Control or Current Calls window dropdowns. However a Queue call, does not show in the Current Calls window once it has been placed on Queue hold. It will be placed back into the queue, where it is visible in the Queue View > Calls pane, with the Queue Hold icon , where you or another agent or supervisor can retrieve the call.
Queue Hold is not available when using extended availability. Call Handling - Hold For This last hold type applies when you have a caller that wants to be transferred to someone who is currently on the phone, as evidenced by their offhook call state, displayed on the IPFX Client. You can do a blind transfer that will send the caller to the diversion destination (Voicemail for example), but if a caller opts to rather wait for the user, then this is an option.
Select Hold For from the Call Control dropdown:
Or from the Call Window Call Control dropdown: Either option will open the Smart Search window as follows, to select the destination extension and then either double click or select the Hold For button to place the call on hold for this user:
This 'Hold For' is effectively a Queue Hold, so when you put the call on Hold For a busy extension, for a queue call, it will still display in the Queue View > Calls Pane, with the Queue hold icon, but the Extension detail for the destination party, will show under the Extension column rather than your own extension detail. In this example, John Taylor has placed the call on Hold For Joanne Avery: However for a direct call, placing a call on hold for another party will still display in the Current Calls Window, so that you can retrieve using Queue Resume, but are able to handle other calls in the interim:
A call holding for another user will also display in the Current Call List Pane view. In this example, John Taylor has placed the call On Hold For Joanne Avery:
These calls can be retrieved using the Queue Resume button on the context menus or Call Control dropdowns. Call Handling - Monitoring a call User Level Feature dependent - Phone Monitor The monitor feature enables you to listen to an active conversation between an extension and a connected party. Only available for local extensions, this feature also requires configuration of Monitoring Groups, to be able to monitor selected or all extensions. Note that for IPFX for Cisco CallManager monitoring is not silent and will only work with a Primary Device of Desk. This feature is not supported on IPFX Skype for Business Contact Centre sites, as it creates a conference and is not silent. To monitor an extension Right mouse click on the extension with a currently active call and select Monitor from the context menu (if available). Call Handling - Intruding on a call User Level Feature dependent - Phone Intrude The intrude feature enables you to intrude on an active call, to talk to the extension owner. On IPFX Director, the third party cannot hear the intrusion, however on IPFX for Cisco CallManager, this is more a barge feature where all parties can hear the intrusion. This is not supported on IPFX Skype for Business Contact Centre sites. To Intrude on an active call at an extension Right mouse click on the extension with a currently active call and select Intrude (if available) from the List Pane or Shortcut context menu. Call Handling - Conferencing
When on a call, you can conference in a third party by selecting the Conference option from either: The Call Control button dropdown on the IPFX Ribbon (which would be displaying Hang Up).
This will open the Smart Search window to allow you to search, by entering a name or extension to conference. Double click on the preferred result or highlight the preferred extension and click on the Conference button. The context menu of the desired extension or contact, in the List Pane or Shortcut views.
This third party will be called and the client will present the Conference Join / Conference Reject prompt, once confirmed that this party is happy to join the conference.
Selecting Conference Join will connect all three parties in the call. If Conference Reject is selected, the call to third party will be disconnected and the original two party call re-established. The conference ends when all parties have disconnected. For multi party conferencing we recommend using the IPFX Collaboration feature. Refer to that section or User Guide for more information. Outlook Client Options
Client Options - Outlook Preferences This tab will indicate whether you are using Client Side or Server Side Synchronisation in brackets following the heading. Display
Embed IPFX Explorer Not enabled by default. When selected will display the IPFX Explorer list pane within the main Outlook window. You may be prompted to confirm overriding a Microsoft Internet Explorer security feature to enable and you may need to restart your Outlook client.
Inbox
Use custom folder for voicemail The default destination for Voicemail notification emails is the standard synchronisation: Outlook inbox. However should you have a rule in place moving these messages to a custom location, you need to configure this here so that the synchronisation can occur. Manage interruptions by This feature is not enabled by default, but when used will suppress batching email alerts standard Outlook alerts and notify you at the configured interval of any new emails. This improves productivity with fewer interruptions and allows you to manage batches of email at a time. Note this only monitors your inbox. The alert will look something like this, displaying the number of emails received since last accessed, along with who the last email was from with the associated subject line:
Alert period The frequency for alerting about batched emails. The default is 2 hours, but the dropdown provides 15, 30 and 45 minutes or 1, 1.5, 2, 3 or 4 hours as options. The timer will reset to 0 any time you access Outlook, so this alert period is from the last time Outlook was accessed.
Calendar
Set my Presence based on This is enabled by default. When running IPFX for Outlook, any calendar keywords in Outlook appointments created with keywords that match those configured for the Appointments different presence states, will result in your Presence being automatically set at the scheduled time. For example, Setting a calendar appointment for a conference with Meeting Room 1 in the Location (or subject) field will automatically set your presence to 'In a Meeting' at the scheduled time. Refer to Presence section for more information on keywords. Create Outlook Appointments Not enabled by default, this feature will automatically add appointments when my Presence changes into your calendar based on your Presence changes.
Days in advance to Synchronise This field specifies the number of days worth of scheduling to synchronise Calendar Appointments with the IPFX Server. The default is 15 days.
Use Busy State Applies to the 'Set my Presence based on keywords in Outlook' feature being enabled. If enabled then setting of Presence is determined by whether the appointment is configured to show as busy or free. Presence is only set for 'Show as Busy' appointments. Contacts
Synchronise Contacts This feature is enabled by default and will import your Outlook contacts into your IPFX contacts folder on the IPFX Server, allowing the IPFX Server to resolve Caller ID for calls. If disabled, it will attempt to locate the contact detail on the IPFX Server prior to checking your Outlook contacts. These may differ if not synchronised. Find Contact name for Caller ID Not enabled by default, however enabling this option will ensure the Outlook Address book is referenced for Caller ID detail, particularly where not synchronising your contacts. Common Client Options Client Options - General Preferences Settings that apply to the general behaviour and appearance of the IPFX Client.
Options
Auto Answer Picked-up Calls When enabled (default), will automatically answer the call when you click on a ringing extension to pickup the call. Clearing this checkbox will ring your extension requiring you to answer on the client or handset. Presence Expiry Prompt Not enabled by default, this feature will prompt you, if you have a client open, on Presence Expiry and not clear your presence until you dismiss it. You can revert to Available, set another Presence or delay expiry by a configurable number of minutes. Refer to the Presence section for more information. Allow Supervised Transfers Allows the user to use Supervised Transfers. Some physical devices are not capable of performing Supervised Transfers, so disabling this feature may be required.
Show Status As Away After Set to 5 minutes by default, your presence will show as Away when there has been no mouse or keyboard activity for the configured period, while the client is open. Will also set when closing the client. If set to None, this away state will not show. Not available on Web and Mobility clients. Default Actions
Transfer Style Default is blind, but can be changed to a default of Supervised Transfer, if allowed under the Options above. This feature specifies the default transfer type from your IPFX Client. Ringing Extension Set the default behaviour for clicking on a Ringing Extension. Dial Extension - will dial the extension and following the unavailable destination (for example, voicemail) Pick Up Call - will pick up the call that is ringing on the selected extension Callback/Prompt - will prompt to call the extension when free Queue Shortcut Set the default behaviour when clicking on a Queue shortcut. The default is View Queue, which will display the agent view of the selected queue, but the alternative is Dial Queue, which will initiate a dial to the queue when the queue shortcut is clicked.
Appearance
Colour Scheme Set the default colour scheme to White, Light or Blue
Smart Search
Show Smart Search in task bar Not enabled by default, the Smart Search can remain an accessible option as an icon ( ) on the task bar if preferred. Edit Criteria Lists the different fields to search on when using Smart Search
Client Options - Notifications Call Notifications This section determines what notifications will appear and when, on your PC.
Show on an Incoming Call Checked by default. Will display an alert for an inbound call with call control options.
or for Contact Centre agents using Enhanced notifications with queue scripting:
These notifications can be enabled or disabled, as preferred and can be used in conjunction with the Call Window, for Contact Centre Queue Wrapups. See Call Window section below. Where multiple devices are configured, multiple notifications may appear. Show on an Outgoing Call Checked by default. Will pop a notification with the current outgoing call detail and call control options.
Show on a Missed Incoming Call If a call has come in while you're away from your desk without your presence set, an alert can display, indicating how many calls have been missed and will display the detail of the last missed call, for quick dial back.
Beep on Urgent Call This feature is not enabled by default, but if checked will enable the PC beep, which will beep if there is an urgent call waiting while you are on another active call. This is dependent on Presence Configuration. Refer to Presence Settings for more information. Show on Instant Message When enabled, with your IPFX Client not in the foreground, an incoming IM will display as an alert, that when clicked will navigate to the IM conversation window. Call Window For Contact Centre agents, the Call Window is usually the preferred notification method, due to its containing the Wrapups that can be configured for Contact Centre Queue calls. You can use either or both as preferred.
Show on an Incoming Call These settings are not enabled by default. If checked will display the incoming call with call controls within the window:
Show on an Outgoing Call Unchecked by default, but when enabled will display the Call Window on initiation of an outbound call: Show on Wrapup This is enabled by default and is required for Contact Centre agents with Wrapups enabled on their queues. The Call Window will automatically open on completion of a queue call:
Hide on Wrapup This option is checked by default. When enabled, will automatically hide the Call Window once the Wrapup has been applied. If unchecked, the Call Window will stay open.
Hide on Hangup Not checked by default. This option is usually used in conjunction with the first two options, closing the Call Window on completion of the call.
Beep on New Call When enabled will beep using the PC speakers or headset for incoming or queuing calls.
Presence Notification
Show on Change of Presence When enabled this option will display an alert confirming your Presence Change, when you change your Presence via your IPFX client. Queue Alarms
Beep on Alert When this option is selected, the PC Speaker/Headset will sound whenever any of the queue alarms configured are tripped.
Show Popup When enabled, will display the queue warning and alert notification when the associated alarm thresholds are met as configured under each queue.
Select Queues Click this button to select which (if any) queues you want to be alerted for.
Call Assistant
Configure Click this button to configure another user's extension to monitor. Usually in a Manager/PA scenario. Does require the other users PIN be entered. When configured, an alert will appear for incoming calls to this extension for potential management. This notification has a beige background to distinguish it from your own incoming call alerts:
Play Sound Alert Enable this checkbox to get audio alerts when a call is ringing on an extension configured under your Call Assistant configuration.
Device Group Notification
Device Group Notification Select this option if you want to be alerted on IPFX Client start-up, of your currently configured Device Group. Client Options - Instant Messaging The visibility of this feature is dependent on the 'Enable Extension Instant Messaging' user level feature.
These settings are also configurable from within an Instant Messaging (IM) Conversation.
Enable Instant Messaging This enables the IPFX Client to use IPFX Instant Messaging to communicate with other users or contacts. Suppress instant messages When checked, will not accept an IM when your Presence is set to anything when presence is set other than Available or Queue. Will show you as Offline when another user attempts to initiate an IM conversation. Allow receipt of IM as Email When enabled and you are unavailable (your Presence is set), this option when unavailable allows users initiating an IM with you to convert the IM to an email instead. You must have your email address configured under your extension properties. Play sound alert on new When enabled will sound an alert over your PC speakers/headset, when a message new IM arrives. Bring to front on new message If this option is enabled with your IPFX Client in the background, the IM conversation window will pop to the foreground on the arrival of a new message. Always on Top Will always display an active IM conversation in the foreground. Show participants above The default behaviour for an IM conversation is to display the participants in message display area the left hand pane of the conversation. Enabling this option will display a single participant box on the top of the conversation window. Show participants on side for This is the default view, however if the previous option is also enabled, group conversations one-to-one conversations will still show the participants above, but as soon as there are more participants, all participants will show on the left hand pane.
Client Options - Collaboration Visibility of Collaboration is dependent on the User Level Feature 'Enable Collaboration'. Video in collaboration is dependent on licensing and the User Level Features 'Enable Video - Enable Own', 'Enable Video - View All' and 'Enable Video (HD) - Enable Own'. When Video is licensed for use with Collaboration, there are a few configurable settings. Video can be very heavy on CPU and network connection speed, so if you are experiencing loss of video, try a lower resolution. The collaboration window shows participants with thumbnail pictures, as per extension or contact images. When the camera is enabled during an active collaboration, these thumbnail pictures become live video feeds. If highlighted, may also show the participant video in the camera pane. The incoming Quality selection will determine what is visible when available.
Incoming Quality Select your incoming video quality from the dropdown list: (None) High (Thumb & High-Res Large) Low (Thumb only)
Device to Use The system should automatically detect your default camera, however if you have more than one camera available, you can select the preferred one from the dropdown.
Quality (Resolution) HD cameras allow higher quality resolution, but may have a performance impact depending on your PC specifications. Select the preferred resolution from the dropdown list. Note that you will need to be licensed for HD Video to see the higher resolutions.
Speed (Frame Rate) Select the preferred frame rate for camera sharing from the dropdown list. High (30 FPS) Medium (24 FPS) Low (20 FPS) This feature may be limited by the camera capabilities. Enable Camera Logging Enabled by default, will write out logs when a camera is available and collaboration initiated. Client Options - Dashboard This feature requires IPFX Contact Centre or IPFX Client Agents with IPFX Empower licensed. This is a Contact Centre feature, which is only available for Supervisors and Administrators with the 'Enable Dashboard' user level feature checked and Microsoft Excel 2013 or higher installed.
Dashboard Folder The default folder for the Dashboard settings is the %UserProfile%\Documents\IPFX\Dashboard folder and the IPFX Dashboard workbooks copied to this location. This location can be modified by clicking on the button displaying the ellipsis. Note that the Dashboard Workbooks may need to be manually copied to this location in order to display the charts, if modified post install.
Cycle Interval This setting determines the interval between chart displays if cycling through charts. This value can be anything between 3 and 300 seconds.
Push Live Data It is enabled by default and ensures that Live data is continually refreshed. If you are only displaying Historical data, you can uncheck this box for improved performance. Client Options - Connection Settings This panel is for information only, other than password resetting.
Network
Address The IP Address or FQDN of the IPFX Server. For example akldoc250.example.com or 10.4.30.250.
Name The name of the IPFX Server. For example AKLDOC250.
Port The port number used to communicate between the IPFX Client and the IPFX Server. The default is 100.
Turn Server The address of the TURN/IDC Server, allowing remote connectivity without VPN. Network Connection Polling Enables polling of the network to detect connectivity issues with the (Recommended for Laptops) IPFX Server and recover when the connection is available again. Also applies to hibernating of your PC or laptop. Will display alerts :
Logon
Extension Your extension number.
Clear Saved PIN If using IPFX Authentication and if you have opted to Save PIN, this button will clear the saved PIN allowing you to change your PIN.
Change PIN This button allows you to change the PIN for your IPFX Mailbox, to access voicemail via the phone and if using IPFX Authentication, to log into your IPFX Client. Client Options - Support This tab allows you to set the log level and the number of days' worth of logs to keep.
Logging
Log Level Default is normal. Recommended is verbose to aid in troubleshooting should any issues occur.
Purge Days The number of days' worth of logs to keep. The default is 30 days. We recommend this not be less than 7 days.
Data Caching
Clear Cache IPFX Clients use caching of extension and queue information to minimise the amount of traffic transmitted between the IPFX Server and the IPFX Client, only getting information that has recently updated. For troubleshooting purposes you may be asked to clear you cache, which you would do by pressing this button. Using the Navigation Pane
Not available on IPFX Console and IPFX Web Console, but is present on all the other IPFX Clients. The navigation pane appears to the left of List pane on IPFX Explorer window : The navigation pane has two key folder hives. One for the currently logged in user and the second for the Company views. You can use this Navigation pane to view: Your Favourites - with subfolders for Contacts, Extensions and Queues Calls - with subfolders for your Missed, Received, Placed and Current calls Voicemail - with subfolders for your Inbox, Deleted, Sent, Saved and Future folders. IM Conversations Queues - listing all queues you are an agent in (if applicable) Contacts - lists your personal contacts. Company > Extensions - with subfolders for each region and entire network Company > Queues - with subfolders for each region and entire network Company > Contacts - with subfolders for each region and entire network
The selection made in the navigation pane will determine what is displayed in the List Pane, for example:
Use the chevron to hide the navigation pane, if you prefer to just use the IPFX Ribbon buttons or breadcrumb dropdown options:
or to Show when hidden: List Pane
The List Pane will display different views, depending on options chosen from the IPFX Ribbon or the Navigation Pane. These include:
Contacts Current Calls Extensions Favourites IM Conversations Queues Recent lists (Missed, Placed, Received) Voicemail
List Pane - Breadcrumb menus The heading for the List Pane, displays the breadcrumb trail for the currently selected view. Changing what is displayed on the List Pane can be performed via the IPFX Ribbon, the Navigation Pane or using these breadcrumb dropdown menus. Firstly the dropdown on the Save icon allows you to select your personal folders or the company folders:
Once you have selected one of these options, the subfolders that can be selected, change accordingly, just as the navigation pane options do. Select from the dropdowns as required: List Pane - Setting default List Pane views When you first start your IPFX Client, selecting Extensions, Queues or Contacts from the IPFX Ribbon, will default to a view of the Company > Region that your extension belongs to. This selection can be changed, by selecting the desired view from the navigation or breadcrumb dropdown menus at the top of the List Pane.
When you have a view that you prefer, click on the Save icon to save this view. Once saved every time you click on the associated button on the IPFX Ribbon, your preferred view will display.
List Pane - Using List Pane Search You can quickly locate an Extension, Queue or Contact by using the search box at the top right of the List Pane view. This Search will be performed on the currently displayed list. This search box is not case sensitive and you can search for a name or number. The list will filter as you type, based on the defined Search Parameters:
To expand the search to include all Regions, click on the magnifying glass icon. The results will update to include matches from the Entire Network. List Pane - Defining Search Parameters By default, the search parameters are Extension, First Name and Last Name with a Search Mode of Contains. This can be modified, by adding other columns to search on or changing the Search Mode to a Starts With if preferred.
To make a change click on the Select Search Columns button, which will display a selection of folders available to include in your default search:
The column options vary for Extension, Queue and Contact lists. There are only two Search Mode options. Starts With, which will only search for names/numbers starting with what you are typing or Contains which searches anywhere within each field for a match. Once you have made your selection click on OK to save.
List Pane - Adding or Removing columns This is User Level Feature Configure Column Selection dependent, which is not enabled by default, for the standard User Levels.
If enabled, you can select or remove columns by right mouse clicking on a column header and selecting the Select Columns... option: The options available will differ for Extension, Contact and Queue views.
Adjust the order of your column view by clicking the heading and dragging the column/s to the preferred order.
List Pane - Grouping List Pane Views You can group the rows in your List Pane view, for example Department or Presence state on your Extension view. To group by a field, simply right mouse click on the field header and select Group by this Field. Alternatively, right mouse click on any column header and select Show Group by Box. This will open a box above the heading where you can click and drag a heading to, for sorting purposes. You can click drag an additional column to nest your view. For example, grouping by Presence state within a Department Grouping.
This menu item, once selected, becomes DO NOT GROUP BY THIS FIELD, which a user can select to restore the view to its non-grouped state.
Change the display to descending/ascending by using the arrows on the Group By parameters in the Group by Box. List Pane - Phone Status Icons Extension State icons From any extension list pane view, you can view the status of yours and your colleagues Presence and Phone States. The following table explains the different states you may see:
Icon Status Description
Away IPFX Client Options configuration dependent, this icon indicates that the user is not at their desk currently as there has not been any mouse or keyboard activity for a specified interval.
Ringing with an incoming call An inbound call is ringing the extension.
Making an outbound call The user has initiated an outbound call, but the recipient has not yet answered.
On an Inbound call The user is currently on an inbound call.
On an outbound call The user is currently on an outbound call.
Call on Hold The user has a caller on hold
For Contact Centre agents, there are also the following call states available:
Icon Status Description
Queue Away Will display as per Away above or in the event of a queue pullback due to an unsuccessful delivery of a queue call.
On a queue call On an inbound queue call.
On an Outbound call On an outbound call, while logged into the queue presence.
Queue Hold Caller is on queue hold.
Work time The agent is in work time following their last call and cannot receive queue calls.
Wrapup The agent is currently in a Wrapup state following their last queue call. List Pane - Extensions Clicking on the Extensions button on the IPFX Ribbon, or selecting Extensions from the Navigation pane or breadcrumb menus, will open the Extensions view. The default view will be to display all extensions in the region to which, your extension belongs. See 'Setting default List Pane views' on how to change this default view. The views are grouped by Region, so you can select to view a specific Region or click on the (Entire Network) to view all Extensions. A region is defined as a unique geographical area with an associated time zone and dialling rules. Each extension belongs to a single Region.
The default columns in this Extensions view are: Presence Operator Instructions Voicemail indicator First Name Last Name Server However if your administrator has given you privileges to adjust your column view, you can add other columns. Refer to Add or Removing Columns section for more information. The columns available to add to this view are: Title Full Name Presence and Return Time Presence Presence Return Time Presence Duration Department Office (extension number) Mobile (number) Business (number) Email Operator Instructions Status Region Associate (number) Home (number) Other (number) Pager (number) Presence Start Job Title Manager Notes Expertise Some of these may not be available, depending on system configuration and your site may have custom fields available. From this view, you can: Double click on an extension to dial it. If the extension is unavailable (on a call or has presence set), you will be given the option to be prompted with a callback when the extension becomes free or to dial the extension, following the unavailable forwarding for the extension (for example Voicemail). If you are on a call, then double clicking on an available extension will transfer the call to that number. Whether that transfer is a blind or supervised transfer, is determined by the Transfer Style configured under Client Options > General Preferences. See Client Options section or guide for more information. If a call is ringing on an extension, you will get an alert asking you if you want to Dial this extension (which will direct you to the users unavailable destination), Set a callback for this extension or Pickup the ringing call.
Right mouse clicking on any extension will provide further options. Refer to the Context Menu section for more information. List Pane - Queues A queue is an entity used by the IPFX Contact Centre and the IPFX Console (including IPFX Web Console), to manage interactions from customers (calls, emails or social media), by delivering these to agents or Message Boxes, based on configured Queue settings. Visibility of the Queues button and view is module and User Level Feature Queue Access dependent. Additionally the feature Queue Presence for non-Queue Agents can be unchecked so that only Contact Centre agents, Supervisors and Administrators can see or set a queue (Available for Contact Centre) presence. If you have Contact Centre or Contact Centre Client Agents (including IPFX Console and IPFX Web Console) licensed, this Queues button is available and enabled by default. Queues view can be accessed from the Queues button on the IPFX Ribbon, via the Navigation Pane or via the breadcrumb navigation. As with Extensions, the default view in the Queues view, will be to display the queues associated with the Region your extension belongs to. This default view can be changed - refer to Setting default List Pane views for more information.
When using the navigation pane to access queues, selecting the Queues button under your personal folder list, will display only the queues where your extension is configured as an agent. Queue View Columns
Queue status icon See table below
QUEUE This field displays the queue number
DESCRIPTION The queue description
MODE The current mode - Auto or Manual. Note that if in Manual mode, normal scheduling will not be followed.
STATUS The current state of the queue in real time, whether Open or Closed. If closed, will also provide details of the destination configured for callers directed to this queue.
Q COUNT The number of callers currently waiting in the queue
Q TIME The longest wait time of calls currently queuing
AGENTS The number of agents currently logged into the queue to take calls.
ANS'D The number of calls that have been answered for the day in this queue.
ABAN'D The number of calls that have been abandoned for the day. A call is considered abandoned if the caller hangs up after a configured value, which is set to 5 seconds by default. If below this value, the call is not included in the count
OTHER A call that has come into the queue but has been directed elsewhere, by selecting an option in a queue announcement or the call is picked up by someone that is not logged into the queue - for example by a supervisor.
GOS Current grade of services level for this queue.
REGION The Region where this queue is a member. Other columns available to add to this view, if you have the permissions to do so, are: Max Queue Count Max Queue Time Answered % Abandoned % Virtual Alarm Alert Count Alert Time Warning Count Warning Time Total Talk Time Notes Server Queue Status Icons
Icon Status Description Notes The queue is Open. This status can be changed by manually routing the queue or using the Close Early, to close before the scheduled time. In this instance, the queue remains in 'Auto' mode, but will revert to normal scheduling at the next schedule event. The queue is closed. The queue is closed via a schedule or the Close early option. This is also the default icon when a queue has been manually forwarded to a queue or message box. Looking to the status column will give details of caller destination. The queue is open with no logged in agents Calls may be queuing, but no agents are available to take these calls. The queue is open but there is no network Usually only on Inter-server networked sites, connection. this indicates that a queue is open, but the ability to view the queue detail is not available. The queue is open with the warning alarm This indicates that queue time or number of triggered. callers queuing have met the configured threshold. The queue is open with the alert alarm This means that queue time or number of triggered. callers queuing have met the configured threshold. The queue is in holiday mode. The queue is in holiday mode, either via the schedule or has been manually placed into Holiday mode. To resume normal scheduling select the Queue Reset from the context menu. The queue is in Emergency mode. The queue has been manually placed in Emergency mode, forwarding the queue to the configured destination. The queue will need to be reset to resume normal scheduling. This is a virtual queue. If the Show Virtual Queues option has been enabled, then virtual queues will display with this icon if not routed anywhere.
Refer to the Context Menu section for information on the features available on the context menu of a queue. Double clicking on a queue in the queue view, will open the Queue Agents and Callers Pane; Alternatively select View from the context menu. List Pane - Agents The queue agents and current caller view, gives queue statistics on the title bar and agent details in the top section of the List Pane, with all active and queuing calls in the lower section. Each section has different columns available for selection dependent on requirements. The default columns are as follows:
Column Description Presence/Extension State icon The key icons for Queue Agents would be Green Man - available but not logged into queue Green Man with clock - user has logged out of their client or is away from their desk with no PC activity Blue Man - available and logged into the queue presence Blue Man with clock - indicates a queue call has attempted delivery but has been pulled back to the queue and the agent is temporarily logged out. Queue calls will not deliver to an extension in this state Clock icon - Agent is in Work Time. Queue calls will not deliver until this Work Time has expired. Presence icons - refer to Presence section for more information Call states - refer to Call states table for more information Operator Instructions Will display any notes an agent has under their Presence Settings > Operator Instructions. Extension The agent's extension number. First Name The agent's first name. Last Name The agent's surname (family name) Presence The agent's current presence. Return Time The time the agent expects the presence state to expire. Answered The number of calls answered by the agent Average Talk The average talk time for this agent. Access Whether the agent is automatically delivered calls when in queue or Available for Contact Centre presence state, or whether this agent is a Pickup Agent or an Overflow agent. Skill The skill level applied to this agent for this queue. Entry Time For agents that only handle calls after queues have been queuing for this configured period. Entry Count For agents that only handle queue calls when there a configured number of callers waiting. Additional columns available for configuration are:
Column Description
Presence Return Time This column combines the Presence and Return time columns. Presence Duration Displays how long an agent has been in a Presence state. Presence Start Displays the time the presence state was initiated. Title The title of the agent - Mr, Miss, Mrs, Ms Full Name Combining the First Name and Last Name into a single column. Department Displaying the department associated with an agent. Mobile Displaying the agents mobile number if configured to be visible under Extension Properties. Email The email address of the agent. Region The Region the agents' extension is configured for. Server The Server the agent resides on. Usually used for sites using Inter-Server networking. From Queue When an agent is in multiple queues, it is handy to see which queue they are currently on a call for. This column will display this detail.
This view is very similar to the Extensions view, where you can double click on an agent to dial them or select another option from the context menu. All other call handling is the same. List Pane - Agents - Queuing calls and other media The callers pane is displayed in the lower section of the Queue detail view. This view will list all the active queue interactions (calls and other media) and all those still queuing, with associated detail and statistics. By default, the following columns are displayed:
Column Description
Status Icon Call Queuing Call on Queue Hold Email queuing Facebook Interaction Tweet queuing Ringing on an agents extension Agent on active queue call Callback queuing Web chat queuing Agent in wrapup Extension The extension number and name combined, that a call has been delivered to or is on hold for. Device The device associated with the agent. If more than one, will display Multiple. Subject The name of the queue or the subject for other interactions. Caller The CallerID of a queuing call, name or email address for other interaction types. Status The current queue status - whether queuing, leaving a callback, answered Duration The duration of the current state. Connected Party The incoming identifier. Type Indicates whether a call, callback, web chat, Facebook or Twitter interaction.
Additional columns available are:
Column Description Extension Number The extension number of the agent handling the interaction Extension Name The name of the agent handling the interaction Device Number Same as the extension number Device Type The device type or multiple, if a device group with more than one device is employed. Device Description Same as extension. Forward The number where the call was forwarded. Account Code The account code associated with this caller if configured under Company Contacts. Received The date and time the interaction was received. Queue Duration The length of time the interaction or call has been queuing. Ring Duration The time the call was ringing or being presented to an agent. Talk Duration The duration the agent was talking with the caller or handling the interaction. Wrapup Duration The length of time the agent has been in wrapup. Notes Any notes added to the call.
If agents are set to Auto for access, these calls and interactions will automatically deliver when the agent is available. This is the preferred delivery mechanism as calls and other media items are delivered based on their priority and queuing time. However, a supervisor or administrator can opt to click and drag a call to an agent that is available but not currently logged in the Queue (Available for Contact Centre) presence. As an agent in the queue, you can also double click on a queuing call or media item to deliver to you. List Pane - Contacts Visibility of the Contacts Icon on the IPFX Ribbon or Toolbar is dependent on the User Level Feature - Company Contacts Access. Clicking on this Contacts button on the IPFX Ribbon/Toolbar will open the Company Contacts listing, for the Region your extension belongs to, by default. However, this default view can be changed to display (Entire Network), another region or your Personal Contacts as a preference. To do this simply click the save icon on the breadcrumb navigation when in your preferred view. This will then always display this preferred view, when you click on the contacts icon from the IPFX Ribbon or Toolbar. This Contact view shows the following columns by default: Full Name Business (number) Mobile (number) Home (number) Email Company Department Job Title IM Address Notes Region Server (not enabled by default) These columns can be sorted by clicking on the column heading, or grouped according to your preference. The ability to add numbers to Company Contacts is a User Level Feature - Company Contact - Add, Company Contact - Delete, Company Contact - Edit and these are not enabled by default for standard users. Company contacts are easily identified by their red colour . Personal contacts are also dependent on User Level Features - Personal Contact - Add, Personal Contact - Delete and Personal Contact - Edit, which are all enabled by default for standard users. Access to these are usually via the Navigation pane or Breadcrumb navigation. Personal contacts are identified by their blue colour . Double clicking on a contact will open the Smart Search window for you to select the preferred number you need to dial. Either double click on the preferred number or select the Dial button. Refer to the Smart Search section or guide for more information. Other options are available on the context menu. Refer to the Context Menu section for more information. List Pane - Recent The default view when you first open your client is the Recent - Missed Calls. You can switch to viewing other Recent lists, by selecting the preferred folder, from the dropdown on the Recent button or via the Navigation Pane ( Calls) or breadcrumb menu. Views available are:
Missed Calls Placed Calls Received Calls Search Recent Current (from navigation pane or breadcrumb menus) Search Recent ( View Call History for Current Caller) is available from the IPFX Ribbon > Recent dropdown if IPFX Empower is licensed. If you are on a call, selecting this option from the Recent dropdown, will open a new window, displaying history for this phone number. If your agent extension is Idle, this will return all activity for your agent extension.
Alternatively if on an email interaction, this Search for field, will default to the email address of the sender. Double clicking on any of these email items will open the email to add a reply or to forward. For items that have not been processed, for example those that are queuing or are still awaiting entry into the queue which defaults to 10 items at a time. Searching for the specific email address, any items that do not show an agent name in the Extension column for a Received item, can be viewed and if necessary, retrieved from the queue or backlog, by clicking Accept.
Clicking Accept will open the email as if delivered. In the queue view this will show as being answered by you, removing it from the backlog. If you do not click Accept, the email will queue normally and deliver as per normal queuing rules. Recent Lists Each listing (Missed, Placed, Received) will show a maximum of 50 records, by default, for each interaction type. This value is configurable and is a global value.
From any of the Recent listings you can double click on an entry to dial it or select Dial from the context menu. If an Email or Facebook media item, this will open the conversation. Refer to Contacts and Context menu sections for more information. The columns displayed in these views are:
Column Description
Interaction type icon This will display for phone calls, for Email and for Facebook interactions. DATE OF CALL The date and time of the call or media interaction. TO / FROM The CallerID / DNIS or email address associated with the interaction. TO / FROM DESCRIPTION The name of the caller/called party, if it has resolved to a contact. SUBJECT Not applicable for calls, but will have content for Emails and other media interactions. DURATION The duration of the interaction.
For the Current call, this will show all the details of the active call. The columns that display by default are:
Column Description Call Status icon Refer to the Phone status Icon table Device The device where you have answered the call. Default is Desk. Extension Your extension name and number Subject Any subject associated with this interaction, otherwise will show the originating queue name Caller The name (if resolved) or CallerID of the incoming caller. Status Current status, whether ringing, answered, on hold or in wrapup etc. Duration The duration of the current call state. Connected Party The connected part detail Type Whether a Call, Callback, Facebook, Twitter or Web Chat interaction. These columns can be added to the view in addition or to replace the default columns:
Column Description Extension Number Your extension number Extension Name Your extension name Device Number Same as extension number Device type Whether Desk, mobile, home or other device group Device Description Extension number Forward Forwarding detail Account Code Account code if configured under company contact or entered via a Message box prompt Received The date and time the interaction was received Queue Duration How long the interaction has been in the queue Ring Duration How long the interaction was presenting to an agent Talk Duration How long the interaction was active with the agent Wrapup Duration How long the interaction was in wrapup. Notes Any notes applied to the queue interaction. Dashboard Summary
If selected from the IPFX Ribbon, this feature will open in the bottom half of the List Pane on first run. When the Dashboard has completed its initialisation phase, as discussed in the IPFX Ribbon section, the Dashboard Window can be undocked from the List Pane and will open in a separate window. Simply click the icon to undock and to dock again. To start using the Dashboard:
Click the Pause and View Excel Workbook(s) button to open the Excel Workbook to select the slicers for the Queues and Agents to report on.
Click the Add a Panel button to add up to four individual panels with one or more associated charts to the Dashboard view.
Click the Delete button to remove the most recently added panel. Otherwise, click the Exit button in the top right hand corner of any panel to remove.
To close the Dashboard click the toggle button or click the Exit button to close the window. Index
List Pane - Queues • 74 C List Pane - Recent • 82 Call Control icons • 23 List Pane - Setting default List Pane views • Call Handling • 25 67 List Pane - Using List Pane Search • 67 Call Handling - Blind Transfers • 29 Logging into your IPFX Client • 8 Call Handling - Conferencing • 46 O Call Handling - Hold and Resume • 35 Call Handling - Hold For • 41 Outlook Client Options • 48 Call Handling - Intruding on a call • 45 Q Call Handling - Making and Receiving Calls • 25 Call Handling - Monitoring a call • 44 Queue Callbacks • 12 Call Handling - Queue Hold and Queue S Resume • 38 Call Handling - Supervised Transfers • 31 Setting your Presence • 19 Call Handling - Transferring Calls • 28 Starting IPFX Explorer • 7 Client Options - Collaboration • 58 T Client Options - Connection Settings • 61 Client Options - Dashboard • 60 Typographical Conventions • 1 Client Options - General Preferences • 51 U Client Options - Instant Messaging • 57 Client Using the Navigation Pane • 64 Options - Notifications • 52 Client Options - Outlook Preferences • 48 Client Options - Support • 63 Common Client Options • 51 D Dashboard Summary • 86 E Explorer Overview • 4, 6 I Introduction • 1 IPFX Client Prerequisites • 2 IPFX Presence States • 21 IPFX Ribbon/Toolbar buttons • 14 L List Pane • 66 List Pane - Adding or Removing columns • 68 List Pane - Agents • 77 List Pane - Agents - Queuing calls and other media • 79 List Pane - Breadcrumb menus • 66 List Pane - Contacts • 81 List Pane - Defining Search Parameters • 68 List Pane - Extensions • 72 List Pane - Grouping List Pane Views • 69 List Pane - Phone Status Icons • 71