IT MOBILE TELEPHONY TELEMATICS Client Agent Guide Work smarter achieve more IT • MOBILE • TELEPHONY • TELEMATICS phone: 0800 054 6000 email: [email protected] web: communicatebetter.co.uk Copyright © 1998-2020 IPFX Limited (All rights reserved) The software contains proprietary information of IPFX Limited; it is provided under licence agreement, containing restrictions on use and disclosure and is also protected by copyright law. Reverse engineering of the software is prohibited. Every effort has been made to ensure the accuracy of the material in this guide at the time of publication, however not all features are supported by all systems and feature enhancements will occur from time to time, changing some of the features that are mentioned in this guide. The information and intellectual property contained herein is confidential between IPFX Limited and the client and remains the exclusive property of IPFX Limited. 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IPFX Limited Postal Address: P O BOX 105079, Auckland 1010, New Zealand Website : www.ipfx.com Sales/Channel Enquiries email : [email protected] New Zealand Helpdesk Australia Helpdesk email : [email protected] email : [email protected] phone : 0800 86 4739 (0800 TO IPFX) phone : 1300 737 367 United Kingdom Helpdesk International Helpdesk email : [email protected] email : [email protected] phone : +44 845 609 0171 phone : +61 2 9779 3998 Contents 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