While a good deal of extension configuration on a system is done on the admin panel, Fonality offers the users of the system various options to control aspects of their extension as well. Below you will find information concerning both the user panel of the system, and the usage of HUD.
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User Panel Features
How To Access The Web User Panel
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The homepage of the user panel offers a summary of the voicemail and calls tabs as well as letting you access and edit your company directory information. This page will display your current number of voicemails, and a brief history of your most recent inbound and outbound calls.
Voicemail
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The voicemail page of the user panel allows you to view, download and delete your voicemail messages. You may change your voicemail password, set an e-mail in the Voicemail E-mail field to receive notification alerts for when you have a voicemail, and select e-mail attachments to yes to receive your voicemail as an attachment file in your e-mail. You may also upload your own voicemail greetings from your computer by selecting the 'choose file' or 'browse' button and opening the file you wish to upload. If you do not see a 'browse' or 'choose file' button, you do not have the edition of software required to use that feature.
Calls
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The calls tab of the user panel is a great way to see your recent call history. This allows you to see who called, when, and how long you were on the phone with them. This can be very useful information for reporting purposes. (Note: This reporting does not include queue calls)
Features
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Click here to learn about how to use Findme with Boomerang Mobile Integration! (For customers using the Mobility Package)
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To the right of the extension status, there is a box that says 'ON HOLD'. To place a call on hold using HUD the user must first be connected on a call and follow these steps:
Scroll over the active call in your extension status box, click and hold the left mouse button.
Continue holding the left mouse button down and drag the call from your extension status area to the ‘ON HOLD’ area. Drop the call into ‘ON HOLD’ by releasing the left mouse button.
To retrieve a call placed on hold through HUD, scroll over the call you wish to resume in the 'ON HOLD' area and simply drag and drop the call back onto the user's extension status box.
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Retrieving Voicemail Via HUD
A user can also retrieve your voicemail through HUD by clicking the envelope button to the lower right of the extension status box, this button will glow red to inform the user when you have a new voicemail. Once the envelope button has been clicked a window will appear and HUD will display the user's voicemail, once it is done simply click on the desired voicemail and click the 'play' button.
Contact Cards
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With HUD comes an easy and informative way to contact and collaborate with colleagues. Using the contacts window of the HUD application is a great way to see the status of colleagues, be it whether they are on a call, away from their desk, or on their lunch break. You can do this by taking a look at the different status indicators on their contact cards. If contacts are on a call they too will display the color system the user's own extension status uses, this is a powerful asset in knowing who is available at any given time. A user can also check their colleagues status by looking at their chat icons in the lower right hand side of their contact cards.
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-Red dash: Do not disturb
-Grey with x: Offline
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On the bottom of each contact card there are several icons which provide you with several different functions. The lower left of the card has a tape icon which indicates the person's voicemail. You can click on this icon to connect to their voicemail, or you can transfer a call that you are connected on by dragging it from your extension status window onto the tape. To the right of the tape icon there is an envelope which can be clicked to send an e-mail to your colleague. To the right of the envelope icon there is a mobile phone icon which can be used to connect the mobile phone of the person, if they have one specified. You can also drag and drop a call you are connected on onto the cell phone icon to transfer it to your colleague's mobile phone.
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2. Continue holding the left mouse button down and drag the call from your extension status area to the contact card of the person you wish to transfer to. Drop the call into the contact card releasing the left mouse button.
Changing the area on the contact card in which you drop the call changes what kind of transfer occurs. If you drag and drop over the voicemail icon in the lower left of their contact card, the call will transfer directly to voicemail. If you drop it on the cell phone icon, provided it's colored in, it will transfer them to the person's mobile phone.
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Groups and departments are very important when deciding who in your company will have access to certain features of HUD. For an explanation on how to use groups and permissions, lets turn to the example below:
Lets imagine that you are running a call center with ten agents and two managers. These managers need to be able to be able to listen in on the agent's calls as well as be able to clear queue stats. Knowing this, our first step is to head over to the groups page located under the users/extensions tab.
Once you've arrived at the groups page, you should see something like the page below
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As you can see there are three groups set up by default, Basic Human Rights, ACD Agents, and ACD Managers. These groups cannot be deleted, but other than that function as any other groups you may create. Lets Let's take a closer look at the default groups.
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Basic Human Rights- This default group incorperates incorporates everyone on your system giving them the most basic of permissions for the system.
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Both the barge and monitor tools will allow you to listen in on a colleague when they are on a connected call. There is a key difference between the two options:
Barge will allow you to both listen in on the call and speak to your colleague and the customer.
Monitor will allow you to only listen to the call.
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Your colleague will be notified of the action for either of these options when HUD presents them with a desktop alert that informs them they are being monitored.
To barge or monitor a call, you must first make sure that your colleague is currently connected on a call. If given the right permissions by the system administrator you should see a small icon with a 'B' in it on the bottom of their contact card. If you click on that icon you will be presented with the option to either barge or monitor that call
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Basic Phone Usage
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How To Place Calls
To place a call to an external number dial 9+area code+number (e.g 9-310-861-4300)
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To do a three way conference using your phone:
While connected on a call press the conference button (or softkey)
Dial the number or extension of the person you wish to conference in and wait for them to pick up your call.
Press the conference button (or softkey) again.
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Key codes are special codes you can dial on your phone to perform certain functions. Below is a table that explains all the different key codes Fonality offers. Keep in mind that some key codes will not be available to you unless you have the edition of software specified. You can access this list any time from your admin panel by navigating to the users/extensions area and clicking view users. Scroll to the bottom of the page and click the "+" symbol.
Important Links
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HUD Main: http://help.fonality.com/HUD
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