Connect User Training

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.

User Panel Features

How To Access The Web User Panel

To access your user panel:

Open a your internet browser and go to the website http://fonality.com.
Click the customer login link at the top of the screen and you should be brought to a page that has the image above on it.
Log into your user panel by using the user name and password credentials supplied to you by your system administrator.

Web User Panel Homepage

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

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

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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The features tab allows you to forward your calls from your extension. To use this feature:

Click on the 'forward my calls to a single number' option. This opens up some options
below it that allow you to configure how you want your calls to be forwarded.
Select a time you wish to ring your extension before forwarding the call, the default is set to 0 meaning the call will be instantly forwarded, while setting the option to 10 will tell the system to ring your extension for ten seconds before forwarding the call.
Fill out the 'to' field with the number you wish to forward to.
Once you have completed these steps click apply all changes to begin forwarding. When you wish to stop forwarding, return to this page and click 'do not forward my calls', then apply changes.

HUD Features

HUD is an additional program that can be used in conjunction with your Connect server. Below are some of the different features this product offers.

HUD Status

Above we see where all of the information on the current user will be. On the left is your extension's call status, including your name, and your HUD status. When connected on calls, the color of this area will change depending on what kind of call you are on. The color representations are as follows:

-Green: Connected on an outbound or inbound call

-Purple: Connected on an office call

-Gold: Connected on a Queue call

-Maroon: Connected on a conference call

-Blue: Not connected on a call (Idle)

In the diagram presented, the HUD status of the individual is set to 'Online'. By clicking on the arrow you can select different options for the user's HUD status, and these changes will be reflected on the contact card for colleagues.

Placing Calls On Hold Via HUD

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.

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

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.

This icon can change depending on the callers status:

-Solid white: Available

-Clock: Away

-Red dash: Do not disturb

-Grey with x: Offline

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.

Transferring Calls

The contact cards are powerful tools not only for the information they provide at a glance, but also the versatility in connectivity they provide. To transfer a call via HUD:

1. Scroll over the active call in your extension status area, click and hold the left mouse button.

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.

Permissions, Groups and Departments

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

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. Let's take a closer look at the default groups.

Basic Human Rights- This default group incorporates everyone on your system giving them the most basic of permissions for the system.

ACD Agents- This group is by default empty, but allows you to separate out your call center agents who will be using your call center features from the rest of your colleagues.

ACD Managers- This group is by default empty, but allows you to separate out your call center managers from both your call center agents and your colleagues that will not be using the call center features.

The default groups are intended to provide you basic framework for a simple call center, but at any time you can create your own groups by using the create group function at the top of the page. Here is an example of how to create a group:

Under the Create New Group/Department area type out a name for your new group. This will open more options below.
Once you have given your group a name it is time to assign it an extension. Giving your group an extension allows for paging and intercoming through the system. To intercom or page a group you dial the key code for the function you wish to use (*74+ext for intercom, *75+ext for paging) and enter the extension of the group you wish to page or intercom.
Once you have assigned your group a name and extesnion you will need to assign who will be a part of that group. To assign people to a group, first expand the Group Users tab and find the users you wish to add in the list on the left hand side. Once you have found a user you wish to add to the group highlight their name by clicking on them and then click Add.
Once all the users have been assigned to the group you may move on to the permissions you wish to assign to the group. Permissions are separated into two groups:

User Permissions allow the user certain freedoms for themselves.

Group Permissions allow the user permissions over other people.

Group permissions act a little differently than user permissions. In addition to adding the permission you want to give your agents to the group, you also have to add a group that the agents of this group will have those permissions over. For example, in the image below we have assigned group permissions to this group. Now, to be able to use these permissions we must choose a group under the Available Groups list, this will allow us to use the permissions we just assigned over the people in the group we just chose.

Barge and Monitor via HUD

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.

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

Basic Phone Usage

How To Place Calls

To place a call to an external number dial 9+area code+number (e.g 9-310-861-4300)

Note: Although one can sometimes get away with dialing just the area code and number, for best results we recommend getting in the habit of dialing 9 when placing outbound calls. If one doesn't dial 9, one frequently gets doubled call logs, and one can't dial area codes starting with certain digits such as "8" (since that overlaps with 8500 and 8555 to check voicemail).

Transferring Calls

There are two ways to transfer calls using your phone, Blind (Cold) transfer and Attended (Warm) transfer. The difference between the two is during an attended transfer you will speak with the person you intend to transfer the call to, while a blind transfer you will not.

To blind transfer:

While connected on a call, press the transfer button (or softkey).
Dial the extension or external number you wish to transfer to.
Press the transfer button (or softkey) again.

To attended transfer:

While connected on a call, press the transfer button (or softkey).
Dial the extension or external number you wish to transfer to.
Wait until the party you are transferring to picks up the line, inform them you wish to transfer them a call.
Press the transfer button (or softkey) again.

Conference Calls

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.

Placing Calls On Hold

To place a call on hold, press the hold button while on an active call. To retrieve that call from hold, scroll through the LCD screen of the phone using the center arrow keys and press the resume softkey.

Key Code Reference

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.