3CX On Call Manager Enterprise V16 User Guide

1.Introduction

Are you planning to schedule your staff to respond to after-hours support requests? It is now possible with 3CX On Call Manager. A web portal allows you to manage schedules and respond to requests.

1.1. Why On Call Manager?

3CX On Call Manager relieves you from the trouble of taking care of your customer requests for help when your support staff is not working. 3CX On Call Manager seamlessly integrates with 3CX and makes automated notifications easy while enabling you to provide better service to your customers.

1.2. How does it work?

When your customers are sent to a support queue, 3CX On Call Manager will search a calendar to see who is scheduled to handle after-hours support calls. The software logs your scheduled agents into the queue automatically. If the max queue hold time is exceeded, the caller will be asked to leave a voicemail. 3CX On Call Manager will automatically notify your staff that there is an open support request. In addition to calling your staff on the phone, the program can send text messages, and emails with a copy of the customer’s voicemail for your staff to hear, along with a text transcription of the voicemail.

1.3. Enterprise edition features

1. Monitor multiple voicemail boxes

2. Support for first level queues

1.4. How does it notify you?

3CX On Call Manager provides multiple levels of notification. You can configure how staff are notified, how many times you want 3CX On Call Manager to notify an employee, and how long to wait between notifications. If an agent doesn’t respond, 3CX On Call Manager will escalate notifications to the next agent.

A web portal makes it easy for you to set up staff preferences, administer the schedule, review a log of support requests and notifications, and update the status of the support requests.

Having an event log makes it easy to track after-hours support requests, monitor compliance with service level agreements and track staff performance.

3CX On Call Manager makes sure you are notified of support requests and helps you provide timely responses to those requests. It ensures quick responses to help requests and thus improves your customer service.

1.5. How to use On Call Manager?

3CX On Call Manager Enterpriseis a onetime installation process. Once you install it, the product will automate the call management according to the settings that you configure in the web portal.

2.Prerequisites

Before installing 3CX On Call Manager Enterprise, you need to ensure that your computer meets the minimum requirements mentioned below:

1. 3CX Version 16 (64 bit) (Professional or Enterprise Version Only)

2. Microsoft SQL Server 2014 or above (Including the free SQL Express edition)

3. Microsoft Internet Information Server (IIS) 7.0 or above

4. .Net framework 4.7.2

• When installing SQL Server, we recommend you install it in “Mixed Mode” to include SQL Authentication, and install SQL Management Studio

• When installing IIS, be sure to install Basic Authentication, .Net Extensibility, and ASP.Net 4.X

3.Installation


Download software

You can order 3CX On Call Manager Enterprise on-line at http://www.voiptools.com.  Your order confirmation email will include your license key and a link to download the software.


Install Prerequisites

There are a number of prerequisites that must be installed prior to installing 3CX On Call Manager Enterprise . These prerequisites include Microsoft Internet Information Server (IIS) and Microsoft SQL Server.


Install 3CX On Call Manager Enterprise

This User Guide contains step-by-step instructions to successfully install 3CX On Call Manager Enterprise .  Begin by extracting the installer from the downloaded zip file (Step 1 above), then run the setup program named 3CXOnCallManagerInstaller.exe


Register your License Key

You must register your license key to activate 3CX On Call Manager Enterprise . Your license key is included in your order confirmation email, and can also be found in your order history on our website.

4.Step By Step Installation Procedure

The following section guides you through a detailed walk-through of the installation process.

Step 1:  Download 3CX On Call Manager Enterprise

You can check for the software download link included in your order confirmation email. As an alternative, you can also find the link from your order history on our website.

Step 2:  Extract the installer from the downloaded .zip file

The file you downloaded in the above step is a compressed .zip file.

1. Position the mouse on the zip file and right-click.

2. From the popup menu, select Extract All to extract the software

Step 3: Start the installation process

1. From the extracted folder, find the file OnCallManagerInstaller.exe

2. Double-click the file to start the VoIPTools Setup Wizard.

3. Click Next to continue.


Figure 1: Setup Wizard

Step 4: Download the VoIPTools 3CX Relay (if required)

3CX permits one 3rd party application to communicate with the 3CX server at a time.  To overcome this limitation, VoIPTools created the 3CX Relay Service.  The Relay is a lightweight application that is installed directly on the 3CX server.  The Relay exposes the 3CX Call Control API (and other VoIPTools services) to all our applications, and manages requests and events between VoIPTools products and 3CX.  The Relay also makes it possible to install our VoIPTools products on a remote server (including over the internet).

1. If you have not previously installed the Relay on your 3CX Server, you can download the Relay installer by clicking on the Download Relay button. The Relay must be installed directly on the 3CX server.

2. If you are installing ‘3CX On Call Manager Enterprise’ directly on the 3CX server, you can install the Relay simply by clicking the Install/ Upgrade Relay button and following the Relay install instructions.

If you have already installed the Relay, you need not install it again unless a newer version is required.

Step 5: Test Relay Settings

1. In the Relay Type drop down, select Legacy Relay for old Relay or New Relay for new Relay based on the 3CX version of your application.


Figure 2: Test VoIPTools 3CX Relay settings


If you choose ‘Relay Type’ as ‘Legacy Relay’ then ‘3CX On Call Manager Enterprise’ will communicate with old Relay Service, and if you choose ‘New Relay’ then it will communicate with new Relay Service.

2. In the Relay Services Host field, enter “localhost” if installing ‘3CX On Call Manager Enterprise’ on the 3CX server. If 3CX resides on a different server, enter the IP address or FQDN of the 3CX server.

3. In the Relay Services Port field, enter the value as 8700 for Legacy Relay or 8800 for New Relay.


Figure 3: Relay Services Port


The ‘3CX On Call Manager Enterprise’ will take default port as 8700 for ‘Legacy Relay’ and 8800 for ‘New Relay’. If the default port number doesn’t appear automatically, you can manually enter the respective default port number.

4. Click Test Relay Settings to confirm ‘3CX On Call Manager Enterprise’ can communicate with the Relay services running on the 3CX server.

5. If the ‘3CX On Call Manager Enterprise’ is successfully able to communicate with the Relay services that run on the 3CX server, a Success message box appears. Click OK.


Figure 4: Success message box

6. Click Next to continue the installation.

Step 6: Configure the database

If this is your first install then, select a valid SQL server and if you are reinstalling then select the existing database.

1. When prompted for the database connection information, click Configure.


Figure 5: Configure Database

2. In the Connection Properties dialog box, enter the SQL server name. If using the free SQL Express edition, the default SQL Instance name is SQLExpress.

  • If you want to use ‘SQL Authentication’, then install SQL Server in ‘Mixed‘ mode.
  • If SQL Server is installed on a server other than the server where 3CX On Call Manager Enterprise is installed, you will need to configure SQL Server to allow remote connections


Figure 6: Connection Properties

3. Enter the login credentials.

a. If using Windows integrated security, select Use Windows Authentication. The VoIPTools installer will create a local windows user name as “VoIPToys” and will give sufficient rights to this user to create / update the SQL database.


Figure 7: Windows Authentication

b. If SQL Server authentication is desired, select Use SQL Server Authentication. Be sure to select a SQL Login that has sufficient permissions to alter the database and create SQL objects. Enter the User name and Password, and select appropriate database value from the Select or enter a database name drop down.


Figure 8: SQL Server Authentication

The first time you install 3CX On Call Manager Enterprise, DO NOT enter a database name. Choose Select or enter a database name and leave the database name blank. The installer will create the SQL database automatically and apply the necessary permissions. If upgrading 3CX On Call Manager Enterprise from a previous version, select the existing database from the list.

4. Click Test Connection button to confirm you can connect to SQL

5. Click OK to close the test results dialog

6. Click Next to continue the installation


Figure 9: Configure Database

Step 7: Run the Application

Once the installation is complete, click Run Application


Figure 10: Run Application

5.3CX On Call Manager Setup

From the ‘On Call Manager’ configuration screen, you can connect to web portal; and check for updates and download latest version of the On Call Manager Enterprise edition.

5.1. Connect to Web Portal

The Portal screen enables you to connect to ‘3CX On Call Manager Enterprise’ web portal.


Figure 11: Connect to Web Portal

5.2. Check for Updates

The Check for Updates button enables you to easily download the latest version of 3CX On Call Manager Enterprise. If a newer version of ‘3CX On Call Manager Enterprise’ is available, the message will indicate that a newer version is available. Clicking the button will automatically download a .zip file of the latest version of the software. You can install the new version directly over the top of a previous version without the need to uninstall the previous version.


Figure 12: Check for Updates

6.Web Portal

To access the ‘3CX On Call Manager Enterprise’ web portal, click the Web Portal button on the configuration program, or click on the desktop icon that was created during the installation process (‘3CX On Call Manager Enterprise’ Web).

When connecting to the web portal, you will be asked to provide login credentials.

1. In the Extension field, enter your 3CX extension number.

2. In the PIN field, enter your 3CX voicemail PIN.

3. Click Login button to login to your account.


Figure 13: 3CX On Call Manager Enterprise Web Portal Login

Login Privileges

• As a ‘Manager’, you can have access to all the screens of the application.


Figure 14: Login as Manager

• As an ‘Agent’, you can have access to only ‘Events’ and ‘About’ screens.


Figure 15: Login as Agent

6.1.Registration

Registration is required to authorize your license key. Registering also makes it possible for VoIPTools to provide a replacement key if your license key is ever lost. Also, it enables VoIPTools to notify you of any product updates, and reminders if your key is reaching the renewal date.

1. On the Settings menu, and in the License tab, enter your registration information in all the fields (Note the red dot denotes a required field).

2. Click Register.


Figure 16: 3CX On Call Manager Enterprise – Registration

The license key permits you to install the software on one computer. This is not free software.

6.2.Settings

Hover over the mouse on Settings tab to display the dropdown menu with the following menu options:

1. General Settings

2. Site Settings


Figure 17: Settings menu

6.2.1.General Settings

The General Settings screen enables you to register the software, configure notifications, create 1st level queues, create voicemails, create monitor extensions, control who can access configuration screens, configure email server and configure voicemail to text transcription.


Figure 18: Settings menu: General Settings

The General Settings tab displays following tabs:

5.2.1.1. General

The General screen enables you to configure Notification settings and start/stop 3CX On Call Manager Windows Service.


Figure 19: General Settings: General screen

• Notifications

a. Under Notifications, from the Contact Attempts box, select or type the number of contact attempts.

b. From the Time between attempts box, select or type the time (in minutes) you want 3CX On Call Manager to wait between the ‘contact attempts’.

c. From the Max Escalation Levels box, select or type the number of escalation levels

d. Click Save to save the changes.


Figure 20: Setting Notifications

3CX On Call Manager supports up to 99 escalation levels.

Contact Attempts The number of times you want the 3CX On Call Manager to attempt to contact a person before escalating to the next level.
Time Between Attempts The time (in minutes) for which you want 3CX On Call Manager to wait between notification attempts.
Max Escalation Levels Number of escalation levels you want 3CX On Call Manager to escalate. If the first level does not respond by listening to the voicemail, after the maximum call attempts, it escalates up to the next level until the max escalation level has been reached. Entering a maximum escalation level will limit the number of levels 3CX On Call Manager attempts to contact and make the application run more efficiently.

• Service Status

a. To start or stop a service, click Start/ Stop button.

b. Click Refresh link to update the status if changes to the service status were made directly in the Windows Service Snap-in.


Figure 21: Start/Stop a service

If the service status is “Unknown”, this is typically caused by the 3CX On Call Manager IIS Application Pool user having insufficient rights.

Start/Stop A Windows Service (3CX On Call Manager) runs in the background monitoring for new voicemails. You can monitor the status of this service here (Running, Stopped, Unknown). If you make changes to the Contact Attempts, or Time between attempts settings it is necessary to stop and start the service. This should happen automatically when you press the Save button.
Refresh The ‘Refresh’ link will update the status if changes to the service status were made directly in the Windows Service Snap-in.

5.2.1.2. Monitors

The Monitors screen defines how 3CX On Call Manager processes inbound calls.


Figure 22: Settings: Monitors screen

There are two approaches to handling incoming calls:

1. Without Using ‘1st Level Queue’ Feature

Traditionally, callers are forwarded directly to a voicemail that starts the notification process. In this case, you need to craft the voicemail message carefully to reassure the caller that an agent will call them back. If the caller truly has an emergency, they may not be prepared to “hope” for a call back. Sending the caller to a queue will increase the caller’s confidence that someone will answer their call quickly.


Figure 23: Inbound Call Pattern without ‘1st Queue Level’ Feature

2. With Using ‘1st Level Queue’ Feature

When inbound calls are sent first to a queue, these queues are referred to as a ‘First Level Queue’. In other words, the first level of notification occurs when a caller is forwarded to a queue and the call is answered by a 3CX remote agent.

An important feature of 3CX On Call Manager is the ability to login remote agents into a queue based on a schedule. When a caller is destined for a queue, they are first transferred to IVR that queries the assigned on-call schedule and log agents into the appropriate queue. In other words, when a customer calls, ‘3CX On Call Manager’ looks at the ‘On Call Schedule’ and logs appropriate agents into the queue just prior to transferring the caller to the queue. Then if the caller exceeds the maximum hold time defined for the queue, the caller can be forwarded to voicemail and start the traditional notification process.

‘First Level Queue’ feature thus enables you to provide better caller experience.


Figure 24: Inbound Call Pattern with ‘1st Level Queue’ Feature’ Feature

Using First Level Queues is optional. This feature utilizes ‘Remote Agents’ which is only available in the Pro Edition of 3CX.

From the Monitors screen, you can monitor multiple voicemail boxes and 1st level queues. Any IVR, Voicemail Monitor or Queue Monitor that you create in the web portal in Monitors screen will be automatically created in the respective list in the 3CX Phone Management Console.

• When you create ‘Log In/Out IVR’ in the ‘Monitors’ screen, the respective call queues gets automatically published in the ‘Call Queues’ list of the 3CX Phone Management Console. Similarly is the case with other digital receptionists like ‘New’ Prompt and ‘Heard’ Prompt.

• When you create 1st Level Queue in the ‘Monitors’ screen, the respective queue monitor will be created in the ‘Call Queues’ list of the 3CX Phone Management Console.

• When you create a Voicemail (monitored voicemail extension) in the ‘Monitors’ screen, the respective voicemail monitor extension will be automatically created in the ‘Extensions’ list of the 3CX Phone Management Console.

• Once you have created all the required monitor extensions, you can create a new Monitor by selecting appropriate extensions from the drop down lists beside all the column headers.

Name A label that is used to identify the monitor. It is displayed in the combo box on the ‘Scheduler’ screen when selecting which schedule you want to update.
Log In/ Out IVR 3CX On Call Manager includes a separate program that creates special IVR extensions capable of looking up who is scheduled to be on call and logging the appropriate agents into the assigned queue. Once the IVR is created, you can select this extension from the list of IVRs in the combo box.
1st Level Queue The queue to which the inbound calls are first sent.
Voicemail This is the monitored voicemail extension. It is a 3CX extension (with voicemail enabled) typically created specifically for receiving after-hours support requests. 3CX On Call Manager will monitor this extension for new voicemails and notify the agents on call.
New Prompt When a new voicemail is received in a monitored voicemail box, 3CX On Call Manager will call (if configured to do so) the scheduled employee(s) and connect them to the digital receptionist. The digital receptionist’s prompt informs that a request has been received and then automatically transfers the agent to the 3CX Voicemail extension. Then agent will need to login to the voicemail box in order to listen to the voicemail.
Heard Prompt After a monitored voicemail has been heard, assuming you selected to be notified by phone, 3CX On Call Manager will call all the agents previously notified to let them know the voicemail has been heard. This digital receptionist typically plays the recorded prompt that explains the message has been heard and then hangs up.

• Create New Monitor

1. In the Monitors screen, and in the header column, click the Add button.

2. In the Name field, enter name for the new monitor that you want to create.


Figure 25: Monitors: Create New Log In/Out IVR

3. From the Log In/Out dropdown list, select the desired IVR that you want to schedule to be on call and log appropriate agents into the assigned queue.

4. From the 1st Level Queue dropdown list, select the desired queue to which you want to first send the inbound calls.

5. From the Voicemail dropdown list, select the desired agent whose extension should be set as monitored voicemail extension.

6. From the ‘New’ Prompt dropdown list, select the desired IVR that you want to set as new prompt for the monitor.

7. From the ‘Heard’ Prompt dropdown list, select the desired IVR that you want to set as heard prompt for the monitor.

8. At the bottom of the Monitors screen, click Save to save the monitor that you have just created.

• Create Log In/Out IVR

1. In the Monitors screen, and in the header column, click the Add button beside Log In/Out IVR–> column.

2. In the Create New Digital Receptionist dialog box, and in the IVR Name field, enter the name for the new IVR.


Figure 26: Monitors: Create New Log In/Out IVR

3. Click Create. The new IVR will be created in ‘3CX Management Console’ and also will appear in the Log In/Out IVR dropdown list.

• Create 1st Level Queue

1. In the Monitors screen, and in the header column, click the Add button beside 1st Level Queue–> column.

2. In the Create New Digital Receptionist dialog box, and in the Queue Name field, enter the queue name for the new IVR.


Figure 27: Monitors: Create 1st Level Queue

3. Click Create. The new IVR will be created in ‘3CX Management Console’ and also will appear in the 1st Level Queue dropdown list.

• Create New Extension

1. In the Monitors screen, and in the header column, click the Add button beside Voicemail–> column.

2. In the Create New Extension dialog box, and in the First Name and Last Name fields, enter the first name and last name of the agent.


Figure 28: Monitors: Create New Extension

3. Click Create. The new extension will be created in ‘3CX Management Console’ and also will appear in the Voicemail dropdown list.

• Create New Prompt

1. In the Monitors screen, and in the header column, click the Add button beside ‘New’ Prompt–> column.

2. In the Create New Digital Receptionist dialog box, and in the IVR Name field, enter the name for the new IVR.


Figure 29: Monitors: Create New Prompt

3. Click Create. The new IVR will be created in ‘3CX Management Console’ and also will appear in the ‘New’ Prompt dropdown list.

• Create Heard Prompt

1. In the Monitors screen, and in the header column, click the Add button beside ‘Heard’ Prompt–> column.

2. In the Create New Digital Receptionist dialog box, and in the IVR Name field, enter the name for the new IVR.


Figure 30: Monitors: Create Heard Prompt

3. Click Create. The new IVR will be created in ‘3CX Management Console’ and also will appear in the ‘Heard’ Prompt dropdown list.

5.2.1.3. Managers

Only ‘Managers’ have access to the configuration screens.

Managers screen enables you to control who can access the configuration screens and has right to make changes by assigning ‘Manager’ role to one or more extensions.

a. In the Settings screen click Managers tab.

b. Under Managers section and from the list of available extensions, check all the check boxes whom you want to assign the ‘Manager’ role.

c. Click Save

If you do not wish to restrict who has access to the configuration screens, simply leave all extensions unchecked and everyone will have access to the configuration screens.

5.2.1.4. Email

The Email screen enables you to configure Email Server and Authentication.


Figure 31: General Settings: Email screen

• Email Server

a. In the Email tab, under Email Server section and in the Server field, enter IP address or ‘Fully Qualified Domain Name’ (FQDN) of your email server.

b. In the Port field, enter appropriate port number. Default port number is 25. (For Google: 587)

c. In the From Email field, enter reply email address for email and SMS text notifications.

d. In the To Email field, enter valid test email address.

e. Check Attach Voicemail to email box to attach the voicemail to the specified email.

f. Click Save.


Figure 32: Configure Email Server settings

Server IP address or Fully Qualified Domain Name (FQDN) of your email server. Examples 192.168.1.20 or mail.mydomain.com
SMTP Port Default port is 25. (Google: 587)
From Email The reply email address for email and SMS text notifications.

Be sure to test both an email address and SMS text message. VoIPTools suggests you to test each mail, distribution, or SMS address to ensure you can send to all addresses. Sending mail within your domain may not require authentication, while sending outside your domain (SMS address for example) may require authentication. The domain for sending SMS text messages is specific to the wireless carrier.

To Email This is a temporary valid test email address that is only used for sending test emails and is NOT required.

• Authentication

Some mail servers require authentication to relay emails.

a. Under Authentication section, in the User field, enter valid username. For Microsoft Exchange, use a Windows domain (network) username.

b. In the Password field, enter valid password.

c. Check Requires SSL/ TLS box if your server requires a secure connection to relay email.

d. Click Test button to test whether your SMTP settings are correct. (For this, you need to enter a valid email address in the To Email field and press Test button).

e. Click Save.


Figure 33: Configure Authentication settings

User Name For Microsoft Exchange, use windows domain (network) username
Password For Microsoft Exchange, use windows domain (network) password
SSL/TLS Your mail server may require a secure connection. – Secure Socket Layer (SSL) or Transport Layer Security (TLS) to relay email. Gmail, Google Apps, and Microsoft 365 require a secure connection.
Test button You can test whether your SMTP settings are correct by entering an email address in the ‘To Email’ field and pressing the ‘Test’ button.

5.2.1.5. Transcript (Not Available in Beta)

The Transcript screen performs voicemail to text transcription.

The accuracy of voice recognition can be greatly affected by a number of factors. For example, the quality of the recording, background noise, volume of the speaker, and the speech patterns of the speaker can all have a significant impact on the accuracy of the transcription.

3CX On Call Manager sends voice transcriptions to VoIPTools servers where we process the audio based on various providers on the back end.

This feature is not available in Beta version.


Figure 34: General Settings: Transcript screen

Privacy Note:
VoIPTools does not keep a copy of your voicemail or the transcribed text, but will only record that a transcription has happened for billing purposes. VoIPTools charges as per transcription fee. The current rate, which is subject to change, is $0.15 per transcription. There is no charge for blank transcriptions or failed requests.

• Voicemail Transcriptions

VoIPTools Speech Transcriptions will transcribe a full 2 minute voicemail. You must have accepted our billing agreement to use this service.


Figure 35: Enable Speech Transcriptions

Instructions:

a. In the Transcript tab, check Speech Transcriptions check box. Warning message appears.


Figure 36: Speech Transcription – warning message

b. Click OK to enable ‘Speech Transcription’.

c. From the Culture dropdown, select appropriate option. The default option is English-US.

d. Check Remove offensive words from transcription check box if you want to remove offensive words from transcription. Info message box appears.


Figure 37: Remove Offensive Words – message box

e. Click OK.

6.2.2.Site Settings

Site Settings enable you to customize branding settings for the application that include the following:

1. Customize the gradient color of ‘Application Header’

2. Customize grid color in screens that display grid data

3. Customize logo on the ‘Application Header’

4. Customize ‘Header Title Prefix’ on the ‘Application Header’


Figure 38: Settings Menu

6.2.2.1. Custom Brand Settings

1. Hover over the mouse on Settings tab and from the drop down menu, select Site Settings


Figure 39: Select Site Settings

2. In the Custom Branding Settings form, perform the following Brand Setting Customizations:

a. Customize Application Title Header – Gradient Color

i. Beside Header Gradient Color and from the Top Color palette, select the desired color that you want to display as the top color for the ‘Application Title Header’.


Figure 40: Header Gradient Color

ii. From the Bottom Color palette, select the desired color that you want to display at the bottom of the ‘Application Title Header’ in gradient to the selected Top Color.

b. Customize Grid Color

i. From the Grid Color palette, select the color that you want to display for the grid in screens that display grid data.


Figure 41: Grid Color Palette

ii. The final display after applying ‘Grid Color’ branding settings:


Figure 42: Display of Customized Grid Color

c. Customize Logo

i. If you are uploading the logo for the first time then, beside Upload New Logo field, click Browse and select the logo that you want to apply. You will now observe that

the logo is added to the Custom Logo drop down list.

ii. From the Custom Logo drop down list, select the logo that you have just uploaded.


Figure 43: Custom Logo

d. Customize ‘Header Title Prefix’ Text

i. In the Header Title field, enter the text that you want the application to display as ‘prefix’ for the existing title in application header.


Figure 44: Custom Header Title Prefix

3. Once you perform desired customizations, click Apply.


Figure 45: Display of Customized Brand Settings

6.3.Scheduler

The Scheduler screen enables you to control visible resource count, view resource appointments for a specific date and in desired calendar format, create new appointments and edit/ delete existing appointments.

5.3.1. Scheduler Screen: Features

1. The ‘Visible Resource’ buttons enable you to select and view one or more resources on the ‘Scheduler’.

a. First button enables you to select the first agent from the ‘Visible Resources’ list

b. Previous Page button enables you view resources from previous page of the ‘Scheduler’

c. Previous button enables you to go to the previous resource

d. Next button enables you to go to the next resource

e. Next Page button enables you to view resources in the next page of the ‘Scheduler’

f. Last button enables you to view last resource from ‘Visible Resource’ list

g. Increase visible resources count button enables you to add one resource at a time in consecutive order from the ‘Visible Resources Count’ list

h. Decrease visible resources count button enables you to remove one resources at a time in the order you added from the ‘Visible Resources Count’ list

2. You can also select the desired resource from the ‘Visible Resources’ drop down

3. On the right hand side of the ‘Calendar’ header, you can select appropriate tab to view the scheduled appointments of the visible resources in various calendar formats like Day, Work Week, Week, Month or Timeline.


Figure 46: Scheduler screen: Calendar tabs

a. Day tab displays all the visible resource appointments for a specific date in day format.

b. Work Week tab displays all the visible resource appointments in work week (Monday-Friday) format.

c. Week tab displays all the visible resource appointments in a week (Sunday-Saturday) format.

d. Month tab displays all the visible resource appointments in a month format.

e. Timeline tab displays all the visible resource appointments in a timeline format.

4. The colors of the appointments are different at each escalation level.


Figure 47: Resource Appointments at Different Escalation Levels in ‘Week’ view

5. The ‘Right Click’ menu is a context menu that enables you to create new appointment for any agent. To view the menu, right click your mouse in the scheduler grid of the desired resource by positioning the mouse in the appropriate cell that matches your required date and time. For field definitions, click here.


Figure 48: Scheduler ‘Right-Click’ menu

6. From the ‘Right-Click’ menu, you can select 60 Minutes to view the Scheduler screen that divides the grid to show time interval in terms of 60 minutes. Similarly, you can view the grid in other time divisions like 30 minutes, 15 minutes, 10 minutes, 6 minutes or 5 minutes.


Figure 49: Scheduler Screen – Time Division: 60 Minutes


Figure 50: Scheduler Screen – Time Division: 5 Minutes

7. Right-Click on appointment to open and edit the selected appointment. For field definitions, click here.


Figure 51: Edit Appointment: Right-Click menu

5.3.2. Create New Appointment

1. In the Scheduler tab, on the left side of the ‘Calendar’ header, click the Today dropdown to access the calendar.

2. Select the date on which you want to create the appointment.

3. From the ‘Visible Resource’ header, click appropriate ‘Visible Resource’ button, you can select appropriate agent(s) to display on the scheduler.

4. In the grid, and in the block that matches your required date and time, right click your mouse.

5. In the context menu, click New Appointment.

6. In the Untitled-Appointment box enter appropriate information in all the fields.

7. Click OK. Appointment is created for the agent.

• New Appointment – Right Click Menu


Figure 52: New Appointment-Right Click menu

New Appointment Select this option to create new appointment for a resource
New All Day Event Opens Appointment dialog box with All Day Event box checked
New Recurring Appointment Opens Appointment dialog box with Recurring box checked.
New Recurring Event Opens Event dialog box to create a new event for a resource
Go to Today Opens Scheduler screen in “Today’s” date
Go to Date… Opens Go To Date box that enables you to select specific date and calendar format in which you want to view the Scheduler screen


Figure 53: Go To Date box

Change View To Opens a submenu that enables you to view the Scheduler screen in Day, Work Week, Week, Month or Timeline format.
60 Minutes Enables you to view the Scheduler screen that divides the grid to show time interval in terms of 60 minutes. Similarly, you can view the grid in other time divisions like 30 minutes, 15 minutes, 10 minutes, 6 minutes or 5 minutes.

• Appointment dialog box

The Appointment box enables you to schedule a new appointment for a specific agent.


Figure 54: New Appointment dialog box

Subject Brief description about the appointment
Location Location of the agent for whom you are creating the appointment
Label Escalation level in which you want to place the agent
Start time The date and time from which the ‘On Call’ time starts for the agent
End time The date and time at which the ‘On Call’ time ends for the agent
Show time as Specifies the work status of the agent as busy, free, tentative, out of office or working elsewhere. Show time as is valid for Start time to End time
All day event If Show time as is for the complete day, then check All day event box. If you check this box, you will observe that the time selection box (from ‘Start time’) will disappear.
Resource Select the agent from the dropdown for whom you are creating the appointment.
Remainder Check this box if you want to remind the appointment to the agent. You can select the time from the dropdown so that the agent receives the reminder message after the specified time.
Recurrence If you want the appointment to recur, check the Recurrence box. From the available options select appropriate value (Daily, Weekly, Monthly, Yearly, Every—day(s) or Every weekday) for the appointment to recur.
No end date Select this option if you do not want to stop the recurrence of the appointment.
End after Select appropriate number from the drop down so that the appointment recurrence will occur for the specified number of times.
End by Select this option and select appropriate date from the ‘Date’ drop down so that the appointment recurrence will end by the specified date.

5.3.3. Edit Existing Appointment

1. In the Scheduler screen, from the ‘Visible Resource’ header, select the resource for which you want to edit the appointment.

2. In the grid, select and right-click the appointment that you want to edit. ‘Edit Appointment’ context menu appears.


Figure 55: Edit Appointment: Right-Click menu

3. Select appropriate option from the context menu to open the appointment.

4. Edit the appointment in the required fields.

5. Click OK to save the changes you made to the appointment.

Open Enables you to open selected appointment
Edit Series Enables you to edit all occurrences of the selected recurring appointment
Show Time As Edits Show Time As for the selected appointment as Free, Tentative, Busy, Out of Office or Working Elsewhere.
Label As Edits Label As for the selected appointment to the desired escalation level.
Delete Enables you to delete the ‘Series’ or ‘Occurrence’ of an appointment.

5.3.4. Delete Existing Appointment

1. In the Scheduler screen, from the ‘Visible Resource’ header, select the resource for which you want to delete the appointment.

2. In the grid, select and right-click the appointment that you want to delete.


Figure 56: Appointment Delete confirmation message box

3. In the Confirm Delete message box, select The Series option if you want to delete all the occurrences of the recurring appointment or, select This Occurrence option if you want to delete only the present occurrence of the appointment.

4. Click OK to delete the appointment (series or just present occurrence, which ever option you have selected).

6.4.Events

The Events screen enables you to view the call logs of all the ‘On Call’ events for all the monitored extensions between the agents and the customers. The details of every event include date/ time, caller extension, caller name, action, notification type, monitor extension and the notes.


Figure 57: Events screen showing call logs

7.Support

Visit our website to access our on-line manuals and receive quick answers to most of your questions. Otherwise, you can contact us by phone, email, live chat and on the VoIPTools forums.

• Support Hours (USA and India)

Our team is ready to assist you with answers to your technical questions, during normal business hours, which is Monday through Friday, 8:00 AM to 6:00 PM (Central Standard Time), and 8:00 AM to 12:00 AM (Indian Standard Time).

• Windows Event Log (Applications and Services ? VoIPTools)

The Windows Event Log lists various errors, information messages and warnings related to all our VoIPTools applications and services. The data here can be used for troubleshooting various application errors.

• Forums

Our forum is intended for VoIPTools customers to collaborate on real-life challenges, solutions and best practices. You can participate on our forum at: https://www.voiptools.com/community/

• Submit a Bug

If you suspect a bug in any of our VoIPTools products, you can bring it to our notice by reporting your issue at: https://www.voiptools.com/report-a-bug/

• Live Chat

Our chat support team is ready to acknowledge your queries in real-time. You can start a live chat with us by simply clicking on the Live Chat button at the lower right corner of our web page.

• Email

You can email us at: support@voiptools.com. Be sure to describe your issue in detail. We’ll get back to you within one business day of receiving your request.

• Phone

You can call us at +1 801-642-4655 to reach a representative. VoIPTools will accept calls at this number from 8:00 AM to 6:00 PM (Central Standard Time).

• Support Services

Free Support:

If you purchased our products through a VoIPTools Partner, your Partner will provide first level support. Partners have access to 100% free technical support, provided they participate actively in the troubleshooting process.

VoIPTools customers have access to our on-line manuals and we will respond to emails (next business day) and live chat, but we will not login to your servers remotely.

Paid Support:

If you purchase “Installation Support’ our support team can login to your servers and install and configure all our tools for you. This includes installing SQL Server Express and Internet Information Server if required. Our team will work with you to configure our applications to best meet your needs.

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