The Phone Manager application offers control of the telephone terminal from the users' PC. Phone Manager is available in three versions:
For Phone Manager Lite and Phone Manager Pro, this is similar to the PC-based IP Soft-phone except that the conversation actually takes place via a standard telephone terminal rather than the PC's soundcard. The Phone Manager PC Softphone adds PC-based telephony via a sound card or USB headset/handset to the product.
Phone Manager Lite allows all employees to access the features and facilities only previously available to those working in call centres, or those companies deploying expensive, proprietary feature phones on every desktop. Using an analogue telephone, a digital terminal or an IP hardphone, along with a networked PC on your desk, Phone Manager allows employees to take total control of their phone calls from their PC.
CLI/ANI is presented as standard so you can see who's calling you before you even answer. The caller's phone number and name (if known to IP Office) are clearly shown on your PC, allowing you to have a good idea what the call's about before you take it. Also shown is information on the actual number dialled, this could be your own Direct Dial In (DDI/DID) number, or a specific department within your organization, e.g. switchboard, sales, support or administration. This feature allows you to answer accordingly and gives you the flexibility to participate in multiple groups, particularly important for small businesses. The same information is also displayed should a second call come-in, allowing you to easily switch between calls or allow the second call to go to voicemail. You can choose to have the information pop-up on your PC automatically as soon as a call comes in, when you answer the call, or it can be instigated manually via a click of your mouse.
Phone Manager's call history keeps a record of all your received, outgoing and missed calls. Double-clicking on any item calls that number back, to return a missed call or to redial a previously called or received number. It even alerts you when you've received a new voicemail and presents unread voicemails so they can be simply retrieved by a click of a button.
Phone Manager offers telephony buttons to activate standard functions such as Answer, Transfer, Hold, Account codes and Conference so you do not need to remember any specific feature codes. You can also elect to forward your calls and easily edit the forward destination using Phone Manager rather than cumbersome features codes.
Calls can be easily parked using "drag & drop" functionality. Four Call Park areas, which can be shared between users and operators, or within a department, further add to the ease with which the entire call handling process is streamlined with Phone Manager.
Phone Manager features a Busy Lamp Field and Direct Station Select. This allows users to customize the application to reflect the status of their department, immediate colleagues or the whole company as desired. The Direct Station Select allows you to dial regularly used internal and external numbers via a single-click. A single Direct Station Select icon allows you to dial their work, mobile/cell phone and home numbers.
The Busy Lamp Field feature allows you to see at a glance, who's available to take a call, who's already on a call and who's placed their phone on Do Not Disturb. Calls can be easily parked using "drag & drop" functionality. Four Call Park areas, which can be shared between users and operators, or within a department, further add to the ease with which the entire call handling process is streamlined with Phone Manager.
When Microsoft Live Communications Server (LCS) is also available, Phone Manager users can also view colleague’s presence (online, away, offline, etc.) as well as send Instant Messages (IM). For example you could send an IM to alert a colleague that an important call is waiting for them even though they’re busy on a call.
Phone Manager also offers Conferencing Centre toolbar buttons that allow users to book a conference or join a web conference. Note: The booking feature is only available if permission is specified by your system administrator and Conferencing Centre has been installed (see the Conferencing Centre section for further details).
Phone Manager Pro builds upon Phone Manager Lite by offering the following additional features:
If your Phone Manager Pro is also VoIP enabled, then you can act as a contact centre agent entirely through your PC