BullsEye Call Manager Quick Reference Guide

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This guidewill help you get started using your BullsEye digital voice services. For additional information, login

to your MBA account and select HELP from the toolbar.

Call Manager

This tool allows you to control an IP-based phone from your PC

desktop. You can place calls, transfer calls to your colleagues, or

put customers on hold. This feature comes in very handy if your

phone comes with a headset.

Accessing Call Manager

Call Manager is a hosted application, so you won’t have to download anything to your laptop or PC.

1. Go to the following website:

https://ws.bullseyevoip.net/Login/

2. Click on “Bookmark this page” to make future access easier for you.

3. Click on “Remember Password” to make future log-ins easier for you.

4. Enter your User ID and Password.

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INTRODUCING THE CALL MANAGER

This tool allows you to control an IP-based phone from your PC desktop. You can place calls, transfer calls to

your colleagues, or put customers on hold. This feature comes in very handy if your phone comes with a

headset.

Take a minute to familiarize yourself with the layout of the tool.

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ESSENTIAL CALL MANAGER FUNCTIONS

Initiate a Call

1. Click on the Enter Phone Number text box. Type in the phone number you want to call.

2. Click the DIAL button or press Enter.

3. As you hear the phone ring, pick up the handset.

NOTE: For initial calls, your phone will ring, and then

ring the called party after the telephone handset is lifted. When making a second call, clicking the DIAL

button automatically holds the existing call.

Answer a Second Call (Call Waiting)

For second incoming calls, the telephone handset must be engaged (assuming you are talking).

1. In the Call Control Area, click to select the incoming call.

2. Click the ANSWER button (the existing call is held automatically).

End a Call

1. In the Call Control Area, click to select the call to be released.

2. Click the END button.

NOTE: If all calls have been released, replace the

telephone handset before initiating the next call.

Place a Call on Hold

1. In the Call Control Area, click to select the call to hold.

2. Click the HOLD button.

Remove a Call from Hold

1. In the Call Control Area, click to select the call to remove from hold.

2. Click the TALK button.

Redial a Call

Initiate a Three-Way Conference Call

1. Answer or initiate the first call.

2. Answer or initiate second call. This action automatically holds first call.

3. Click the CONFERENCE button. 4. All calls are connected.

NOTE 1: To release one party of a conference call, select

the call in Call Control Area and click the END button. To mute the call, click CONFERENCE then HOLD.

NOTE 2: While engaged in an active conference call, click TRANSFER. The two calls will remain connected and the users will be disconnected (call disappears from Call Manager).

Blind Transfer a Call

1. In the Call Control Area, click to select the call to be transferred.

2. Select and click on a phone number from one of your lists, or enter it using your keyboard.

3. The Selected number displays in the Enter Phone Number box.

4. Click the TRANSFER button.

Transfer with Consultation

1. In the Call Control Area, click to select the call to be transferred.

2. Click the HOLD button.

3. Select and click on a phone number from one of your lists, or enter it using your keyboard.

4. The selected number displays in the Enter Phone Number box.

5. Click the DIAL button. 6. Speak with the active caller.

7. Click the TRANSFER button (with no number specified in the Enter Phone Number box).

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ADDITIONAL CALL MANAGER FUNCTIONS

System Functions

Support

This function allows you to open a trouble ticket to report a problem to BullsEye

customer service.

Help

This function provides training instructions on how to use the Voice Portal, the Call

Manager, or the Voice Toolbar.

Configure

This function launches the Voice Portal so that you can make changes to your voice configuration.

Profile Options

Pre-set profiles are available to help you manage your incoming calls. There are 5 options to choose from:

Available - In

the Office

This profile indicates how you want calls handled when you are in the office. Choices include ringing additional phones when your phone rings, and what to do if your phone is busy or if you don’t answer.

Available - Out

of the Office

This profile indicates how you want calls handled when you are available to receive calls, but are out of the office. You can forward all calls to your current location, or have Voice Messaging answer the call. You can also have a text message sent, indicating when a call is received.

Busy

This profile indicates how you want calls handled when you are busy. You can forward calls from selected numbers, send all calls to Voice Messaging and have a text message sent, indicating when a call is received.

Unavailable

This profile indicates how you want calls handled when you are not available, such as when you are on vacation. You can forward calls from selected numbers and specify a Voice Messaging greeting to be heard by all callers.

None

If you select this option, none of your profiles are in use. Other individual features you

have activated will handle your incoming calls.

Activating a Profile

1. To activate a profile, click the drop-down arrow in the Profile box.

2. Click on the profile that you want to activate. The profile selected will appear in the box.

!HELPFUL HINTS!

o When a profile is activated, it overrides other services that have been configured in the Voice Portal.

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Changing the Details of a Profile

To change the settings of a profile, you need to access the Voice Portal and configure the Incoming Calls service configuration web page.

1. In the Digital Voice Portal window (which appeared when you originally logged in), click on

Incoming Calls.

2. In the Advanced column, locate the CommPilot

Express function. When this feature is activated,

it will say “ON” as part of the feature title.

!WARNING!

o

All Incoming Call features on this page that are activated (i.e., “ON”) will be overridden when the CommPilot Express feature is activated.

3. Click on the CommPilot Express feature.

Upon entering the configuration page for the CommPilot Express feature, you will have the ability to configure 4 profiles (the “NONE” option cannot be configured) at the same time.

Each of these profiles is self-explanatory. Simply identify which profiles you want to utilize, and incorporate the telephone numbers and/or emails that you want to establish for each setting. Some

additional points of interest:

o Be sure to double-check the phone numbers/extensions that you have entered to make sure they are correct.

o Spend a few minutes and perform a quick test to ensure that the routing options actually function the way you intended. o If other people are going to be receiving calls originally

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Change your Service Status Options

There are 3 options: Do Not Disturb, Call Forwarding Always, or Remote Office. Each feature requires you to complete a corresponding configuration page in the Voice Portal, which is described below:

Do Not Disturb

o Allows you to send your calls directly to your voice messaging box without ringing your phone.

o In addition, you can make your primary phone emit a short ring burst to inform you when the call is being sent to voice messaging by using the Ring Reminder. o This is important when you have forgotten

the service is turned on and you are at your phone waiting to receive calls.

Call Forwarding Always

o Call Forwarding Always allows you to forward all your incoming calls to a different phone number or SIP-URI, such as your home office or cell phone.

o You can also make your primary phone emit a short ring burst to inform you if you are next to your phone when the call is forwarded by using the Ring Reminder. o This is important when you have forgotten

the service is turned on and you are at your primary phone waiting to receive calls.

o Note that the address (phone number or SIP-URI) you forward your calls to must be permitted by your outgoing calling plan. You can also set the phone number or SIP-URI to forward to using the voice portal or on the phone using the feature access code.

Remote Office

o Remote Office allows you to use your home phone, your cell phone or even a hotel phone as your business phone.

o By using the CommPilot Call Manager, you can make phone calls from this remote phone and have them billed to your business.

o This service also directs all calls coming to

your business phone to ring the remote office phone.

To activate these functions, click the text link (service abbreviation) to access the service configuration page.

!WARNING!

o Your phone will not ring while any of these services are activated.

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Accessing and Creating Phone Lists

At the bottom of the Call Manager there is an Admin Function Area that contains 6 options. Each of these options provides access to various lists of phone numbers that help making calling easier. Each one is explained below.

The Attendant Feature

This feature when selected reveals the phone numbers that are available within your current location.

Simply click on the person’s name in the list to dial their telephone.

If your organization has a lot of employees, you may want to consider using the filter function. Click on the drop-down arrow to select a filter option. This will sort the list of names for you so that you can be more efficient in your search.

NOTE: This feature is configured by the group administrator.

The Enterprise Feature

This feature when selected reveals the phone numbers that are available within all of your company’s locations.

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The Personal Feature

This feature when selected reveals frequently called numbers (i.e., a friend or family member) that you have uploaded. Simply click on the person’s name to dial their telephone. These phone numbers are uploaded through the digital voice portal using the import feature. To add phone numbers to your Personal phone list:

Importing Your Personal Phone List

1. In the Voice Portal, click on

Outgoing Calls.

2. Click on Personal Phone List.

3. In the Personal Phone List Import dialog box, it will prompt you for your personal phone list file. At this

time you need to create a .csv file.

4. Minimize the Voice Portal application.

5. Select START, the PROGRAMS, the ACCESSORIES, and then

WORDPAD. !HELPFUL HINTS!

o If you do not have access to WordPad, there are other applications (NotePad, MS-Outlook, MS-Word, MS- Excel) that can help you export your contact information into a .csv file.

6. Using WordPad, create your personal phone list. Some things to consider:

o The first line of the import file must define two columns: Name and Number. If these column headers are not present, the file cannot be imported.

o Each line following the column headers should include the name and number of a contact, each value enclosed in quotation marks, and separated by a comma.

o To the right is a sample of the format required for the import file.

o Imported files must use a comma-delimited format (.CSV extension) containing

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7. Maximize the Voice Portal. In the Personal Phone List Import dialog box, it will prompt you for your personal phone list file.

8. Click on Browse and select the .csv file that contains the personal phone numbers.

9. Click on Apply, and then OK.

10. Toggle back to the Call Manager, and with the Personal Feature highlighted, click on Refresh. Your personal phone numbers will appear.

The Call History Feature

This feature when selected reveals phone numbers that you recently called. There are 3 options: Missed Calls, Received Calls, and Dialed Calls. Click any of these buttons to retrieve the list of appropriate phone numbers.

To dial one of these numbers, click the person’s name to dial their telephone.

The Outlook Feature

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After your contacts are downloaded, they will appear in list form. A search function is available if you have a lengthy directory of people that exist in different folders.

To search through your Outlook contacts: 1. Using the drop-down menu, select the

Outlook Folder you want to search.

2. Enter your search criteria in the text box. 3. Click the SEARCH icon (the blue hourglass).

Up to 25 contacts will display. To reduce further, search again with more specific criteria, or use the paging buttons to view additional search results.

!HELPFUL HINTS!

Once imported into Call Manager, your contacts are not synced with MS-Outlook. In order to keep both lists identical, the upload procedure will occasionally need to be repeated.

The Options Feature

This feature when selected reveals some additional options that can be very useful. Each is described below:

o One-Click Dialing. If this feature is enabled, all it takes is a single click (instead of two) to initiate an outgoing call.

o Web Screen Pop. If this feature is enabled, a specified web page (such as the front end of a customer database) will display for both incoming and outgoing calls.

o Journal Entry. If this feature is enabled, Microsoft Journal will immediately open a new entry page so that you can take notes. This can be enabled for both incoming and outgoing calls. NOTE: You must have Microsoft Journal on your PC in order for this function to work properly.

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