iview (v2.0) Administrator Guide Version 1.0

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iView (v2.0)

Administrator Guide

Version 1.0

Updated 5/2/2008

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Page 2 of 54 Overview

This administrator guide describes the processes and procedures for setting up, configuring, running and administering the iView Operator Console (v2.0).

General Support

If you have questions or need technical assistance with Evolution PBX call (888) 587-5750 or send an email to support@intuitivevoice.com.

If you have questions about third party hardware or software please visit the following Websites:

• Snap: http://www.snapanumber.com

• iView: http://www.i9technologies.com/

• Cisco VoIP Telephones: http://www.cisco.com

• CounterPath Software Telephones - http://www.counterpath.com

• Digium PCI Cards: http://www.digium.com

• Linksys Analog Terminal Adapters and VoIP telephones: http://www.linksys.com

• Polycom VoIP Telephones: http://www.polycom.com

• Draytek Routers: http://www.draytek.us

• Sangoma PCI Cards: http://www.sangoma.com

• Rhino PCI Cards: http://www.rhinoequipment.com/

My Evolution PBX Doesn’t Do That!

Some features and configuration options in this document may only be available with a recent software upgrade available from Intuitive Voice Technology. Email

support@intuitivevoice.com to learn more about Evolution PBX upgrades (please explain the feature that you are interested in).

Errata

Please report errors or confusing descriptions by sending an email to support@intuitivevoice.com.

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iView Operator Console (v2.0) Overview

iView is an easy-to-use Operator Console for managing phone calls in your PBX directly from your desktop via Intuitive Voice Technology’s Evolution PBX software. iView utilizes java architecture enabling it to run on multiple platforms (e.g., Windows, Linux, Mac) and can be added to any new or existing Evolution PBX installation. In addition, iView provides full support for SIP, IAX, and ZAP.

iView provides a flexible interface that does not need to be tied to any one location. Any of your operators can see all the extensions within your organization and monitor the availability of your personnel from any location. This enables your operators to see all incoming calls, calls on hold and parked calls as well as the status of all users in your company allowing you to effectively and efficiently manage your resources via iView’s intuitive drag and drop user interface.

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Setting up iView Connections

When you open iView for the first time you are presented with the Welcome to iView window which provides two options: Create a new profile or Setup administration manager connection.

Creating a New Client Profile

To create a new client profile

1. Select Create new profile from the Welcome to iView window, click Next and the Profile Name window displays.

Or

Click File/New Profile from within iView and the Profile Name window displays.

2. In the Name field, enter the name you wish to give your new profile, click Next and the Profile Server Configuration window displays.

3. In the Host field, enter the host IP Address of Evolution.

4. In the Port field, verify the default port is set to 50000 then click Next and the Profile Login window displays.

5. In the Location field, verify the default location is set to default.

6. In the Tenant field, verify the default tenant is set to default.

7. In the Username field, enter the extension number.

8. In the Password field, verify the default password is set to iview.

9. Click Finish and the new client connection is created and displays in the Profile Navigator window.

Note: If the connection does not connect automatically, click View / Profile Navigator from the main menu then right click on the name of the profile you wish to use and click Connect.

For more information about the Profile Navigator options, see the Profile Navigator section.

For more information on administration options, see the iView Client Environment section.

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Setting Up a New Administration Manager Connection

To set up a new administration manager connection

1. Select Setup administration manager connection from the iView window click Next and the Profile Name window displays.

2. In the Name field, enter the name you wish to give your new administration profile, click Next and the Profile Server Configuration window displays.

3. In the Host field, enter the host IP Address of the server this profile will connect to.

4. In the Port field, verify the default port is set to 50000 then click Next and the Profile Login window displays.

9. Click Finish and the new administration manager connection connects to iView and displays in the Administration tab.

Note: If the connection does not connect automatically, click View /

Administration from the main menu then right click on the name of the profile you wish to use and click Connect.

For more information on administration options, see the Configuring the Server section.

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The iView Administrator Environment

The iView Administrator environment allows you to configure and administer iView components and permissions.

Configuring the Server

To Configure the Server

1. Click on the Server connection within the Administrator interface and the Server window displays.

Ports

2. In the Client Port field, verify the default client port is set to 50000.

3. In the CLI Port field, verify the default CLI port is set to 50001.

Administrator Login

4. In the Username field, verify the default admin username is set to admin.

5. In the Password field, verify the default password is set to Password1!

Default Permissions

6. In the Default Permissions area, click Modify Default Permissions to modify the default server permissions.

See the Configuring Permissions section for more information on configuring default server permissions.

7. Click Edit to save your changes.

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Configuring Locations

By default iView creates a location with the name “default”. This can be renamed by right clicking on the name “default” and selecting Rename.

To Configure a Location

1. Click on the Server connection within the Administrator interface then drill down to and click on the appropriate location or right click on the Locations folder and select New.

General

The Name field displays the location name and is grayed out within the Location window.

Locations can be renamed by right clicking on a location, selecting Rename and entering a new name for the location.

2. In the Admin Password field, verify the password is set to Password1!

Asterisk Server Connection

A connected message displays the status of the selected connection.

3. In the Host field, verify the default host is set to localhost 4. In the Port field, verify the default port is set to 5038.

5. In the Login field, verify the default login is set to evolution.

Configuration

7. In the Originate Timeout(ms) field, enter the number of milliseconds to wait before timing out (default: 30000).

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Jabber

8. In the Host field, enter the IP Address of the Evolution server.

9. In the Port field, verify the default port is set to 5222.

Configuring Tenants

By default iView creates a tenant with the name “default”. This can be renamed by right clicking on the name “default” and selecting Rename.

To Configure a Tenant

1. Click on the Server connection within the Administrator interface then drill down to and click on the appropriate tenant or right click on the Tenants folder and select New.

General

2. In the Admin Password field, verify the default password is set to Password1!

License

The License section displays the current configuration of the tenant’s license, including the license type, the name of the organization the license is for, the date the license expires, the total number of concurrent clients and the maximum number of calls that may be sent to a queue at any one time.

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Page 13 of 54 In iView, each Location is individually licensed. Whether there is a single tenant or multiple locations with several tenants under each one you will need to click the activate button under the tenant you’re attempting to activate. By default the first tenant is named default.

3. Navigate to the appropriate tenant to be activated and click Activate from the License area.

Note: You may purchase a tenant license key from Intuitive Voice Technology.

4. In the Activate Tenant field, enter the license key and click Activate.

The license activates.

Configuration

5. In the Originating Context field, enter the context name which calls will be originated from (default: INT-LOC-TOLL-BYPASS).

6. In the Redirecting Context field, enter the context name which calls will be redirected by (default: INT-LOC-TOLL-BYPASS).

Recorded Calls

7. In the File Name field, enter the mask used to create the file name for the recorded calls. Click Code Legend for a complete list of available file codes.

8. In the File Extension field, enter the extension for the file name.

Note: This extension must be a format supported by your Asterisk server.

9. Click Mix Mode if you wish to MUX the incoming and outgoing streams of the call that is being recorded when complete.

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Configuring Extensions

To Configure Extensions

1. Navigate within the Administrator interface and select the appropriate tenant.

2. Navigate within the selected tenant, open the extensions folder and select an extension to be configured or right click on the Extensions folder and select New.

General

The Name field displays the extension name and is grayed out within the Extension window. Extensions can be renamed by right clicking on an extension, selecting Rename and entering a new name for the extension.

3. In the Name field, enter the name you wish to appear for the extension.

4. In the Cell Phone field, enter the mobile phone number for the extension.

5. In the Email field, enter the Email address for the extension.

Configuration

6. In the Peer field, enter the peer name used in Asterisk to access the extension.

iView automatically adds a “SIP/” prefix to the extension number. This can be changes to “ZAP/” or “IAX/”.

7. In the Voice Mail Box field, enter the voice mail box number for the extension.

8. Leave the Agent field blank.

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Configuring Queues

To Configure a Queue

2. Navigate within the selected tenant, open the queue folder and select a queue to be configured or right click on the Queues folder and select New.

General

The Name field displays the queue name and is grayed out within the Queue window.

Queues can be renamed by right clicking on a queue, selecting Rename and entering a new name for the queue.

3. In the Queue field, enter the queue number.

Configuration

4. In the Extension field, enter the queue number.

5. In the Context field, enter the context which the queue extension resides in.

Configuring Conference Rooms

There are three types of conference rooms: predefined, custom and temporary.

Predefined Conference Rooms

This type of conference room is configured in the Evolution interface. Users can join these conferences but the options for the conference room cannot be changed.

Custom Conference Rooms

This type of conference room is configured via an iView administrator. Room options are configured through the administration module which users cannot change.

Temporary Conference Rooms

These types of rooms are configured via iView users which have permissions.

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Page 16 of 54 To Configure a Conference Room

2. Navigate within the selected tenant, open the Conference Rooms folder and select a conference room to be configured or right click on the Conference Rooms folder and select New.

General

The Name field displays the conference room name and is grayed out within the Conference Room window. Conference Rooms can be renamed by right clicking on a profile, selecting Rename and entering a new name for the conference room.

Configuration Predefined

1. Select Predefined to create a predefined conference room.

2. In the Room Number field, enter the room number listed in the Evolution interface.

3. In the Extension field, enter the room number.

4. In the Context field, enter the context to which the extension belongs.

Custom

5. Select Custom to create a custom conference room.

6. Select the options for the selected conference room.

Temporary

Temporary conference rooms are configured within the Conference Rooms tab. See the Creating a Temporary Conference Room section of this guide for more information on configuring temporary conference rooms.

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Configuring Profiles

To Configure a Profile

2. Navigate within the selected tenant, open the profiles folder and select a profile to be configured or right click on the Profiles folder and select New.

Login

The Name field displays the profile name and is grayed out within the Profile window.

Profiles can be renamed by right clicking on a profile, selecting Rename and entering a new name for the profile.

3. In the Password field, enter verify the default password is set to iview.

Jabber

4. In the User Name field, verify the default user name is set to your extension.

Extensions

The Unmanaged window displays all extensions that will appear in the Remote

Extensions window. The Managed extensions window displays all extensions that will appear in the Local Extensions window.

6. Click to add an extension to the Managed window. This will switch the display for the selected extension from the remote extensions window to the local

extensions window.

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Page 18 of 54 Or

Click to remove an extension from the Managed window to the Unmanaged window. This will switch the display for the selected extension from the local extensions window to the remote extensions window.

7. Click Can View All Remote Extensions to display all remote extensions within the remote extensions window.

Permission Overrides

See Configuring Permissions for more information on configuring permission overrides.

Configuring Status

To Create a New Status

1. Navigate within the Administrator interface and select the location to add the status to.

2. Right click on Status and Select New and the New Status window displays.

3. In the Name field, enter a name for the new status.

4. In the Type field, select the status type to associate with the new status. Status types include Available, Unavailable and Out.

Editing Status

To Rename a Status

1. Right click on a status, select Rename then rename the selected status.

To Delete a Status

1. Right click on a status and select Remove.

To Change the Status Type

1. Click on a status then select a new status type from the Status window.

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Permission Groups

Right click on the Permission Groups folder and select New to create a new permission group. See Configuring Permission Groups for more information on configuring

permission groups.

Configuring Permissions

iView allows for granular control over every profile and the actions that they can perform. All permissions are Profile / Object based where an "Object" is the profile's local extension, a remote extension, the parking lot, a queue or a conference room. For example you can specify what actions profile "John" can perform on queue "Main

Queue".

There are three different tiers of permissions. Default, Group, and Override.

Default Permissions

Default permissions are permissions that are used system wide if no other permissions have been specified. These will usually specify the permissions that the majority of the users will be given.

Note: Default permissions can be overridden by group permissions and group permissions can be overridden by override permissions.

To Configure Default Permissions

2. In the Default Permissions area, click Modify Default Permissions and the Default Permissions window displays.

3. Select the appropriate default permissions to activate and/or deactivate and click Save.

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Configuring Permission Groups

Permission groups are used to create a set of permissions that will be used by a group of profiles. In the permission configuration screen for a group you can specify if you wish to apply these permissions for all objects by selecting the "Apply permissions to all" check box or you can specify unique permissions for specified objects by adding them to the included list and selecting the object in the included list.

Note: Group permissions will override default permissions and group permissions can be overridden by override permissions.

To Configure Permission Groups

1. Click on the Server connection within the Administrator interface then drill down to and open the appropriate tenant.

2. Open the Permission Groups folder and select the permission group to configure group permissions for or right click on the Permission Groups folder and click New to create a new permission group.

General

The Name field displays the permission group name and is grayed out within the permission group window. Permission Groups can be renamed by right clicking on a permission group, selecting Rename and entering a new name for the permission group.

Members

The Members area displays all extensions in two windows: Non-Members and Members.

The Non-Members window displays all extensions that are not members of the selected permission group. The Members window displays all extensions that are members of the selected permission group.

3. Click to add a selected extension to the selected permission group.

Or

Click to remove a selected extension from the selected permission group.

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Permissions

The permissions area displays the available permission categories that can be configured including: Group Local Extension Permissions, Group Parking Lot Permissions, Group Conference Room Permissions, Group Remote Extension Permissions and Group Queue Permissions.

Group Local Extension Permissions

4. Click Local Extension and the Local extension permissions for group (group name) window displays.

a) Select the local extension permissions for the selected group and click Save.

b) See the Local Extension Permissions section for a detailed description of each local extension permission.

c) Click Cancel to close without saving your changes.

Group Parking Lot Permissions

5. Click Parking Lot and the Parking lot permissions for (group name) window displays.

a) Select the parking lot permissions for the selected group and click Save.

b) See the Parking Lot Permissions section for a detailed description of each parking lot permission.

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Group Conference Room Permissions

6. Click Conference Room and the Conference room permissions for group (group name) window displays.

a) Click to add a selected conference room to the Included area.

Or

Click to move a selected conference room to the Not Included area.

See the Conference Room Permissions section for a detailed description of each conference room permission.

b) Select the included conference room(s) to modify permissions and select the

appropriate permissions from the Permissions for room (conference room name) area.

c) Click Apply permissions for all conference rooms to apply the selected permissions to all included conference rooms.

d) Click Save to save your changes.

e) Click Cancel to close without saving your changes.

Group Remote Extension Permissions

7. Click Remote Extension and the Remote extension permissions for group (group name) window displays.

a) Click to add a selected extension to the Included area.

Or

Click to move a selected extension to the Not Included area.

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Page 23 of 54 See the Remote Extension Permissions section for a detailed description of each remote extension permission.

b) Select the included extension(s) to modify permissions and select the appropriate permissions from the Permissions for extension (extension number) area.

c) Click Apply permissions for all extensions to apply the selected permissions to all included extensions.

Group Queue Permissions

8. Click Queue and the Queue permissions for group (group name) window displays.

a) Click to add a selected queue to the Included area.

Or

Click to move a selected queue to the Not Included area.

See the Queue Permissions section for a detailed description of each queue permission.

b) Select the included queue(s) to modify permissions and select the appropriate permissions from the Permissions for queue (queue name) area.

c) Click Apply permissions for all queues to apply the selected permissions to all included queues.

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Permission Overrides

Permission overrides allow you to specify unique permissions for a given profile if you do not wish to use the default permissions, the profile doesn't fit in a permission group, or you wish to have a group member's permissions slightly modified from what the group specifies. Configuration of permission overrides is similar to group permissions with the exception that you have to select "Activate" in the permission configuration to utilize them.

To Configure Permission Overrides

2. Navigate within the selected tenant, open the profiles folder and select a profile to be configured with permission overrides and the Profile (profile name) window displays.

3. In the Permission Overrides area, select the type of permission override you wish to make.

The permission overrides area displays the available permission categories that can be configured including: Local Extension Permissions, Parking Lot

Permissions, Conference Room Permissions, Remote Extension Permissions and Queue Permissions.

Note: Overrides will override both default and group permissions.

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Local Extension Permission Overrides

4. Click Local Extension and the Local extension permissions for profile (profile name) window displays.

a) Click Activated to activate permission overrides for the selected profile.

See the Local Extension Permissions section for a detailed description of each local extension permission.

b) Select the local extension permissions for the selected profile and click Save.

Parking Lot Permission Overrides

5. Click Parking Lot and the Parking lot permissions for profile (profile name) window displays.

See the Parking Lot Permissions section for a detailed description of each parking lot permission.

b) Select the parking lot permissions for the selected profile and click Save.

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Conference Room Permission Overrides

6. Click Conference Room and the Conference room permissions for profile (profile name) window displays.

b) Click to add a selected conference room to the Included area.

Or

See the Conference Room Permissions section for a detailed description of each conference room permission.

c) Select the included conference room(s) to modify permissions and select the appropriate permissions from the Permissions for room (conference room name) area.

d) Click Apply permissions for all conference rooms to apply the selected permissions to all included conference rooms.

e) Click Save to save your changes.

f) Click Cancel to close without saving your changes.

Remote Extension Permission Overrides

7. Click Remote Extension and the Remote extension permissions for profile (profile name) window displays.

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Page 27 of 54 a) Click Activated to activate permission overrides for the selected profile.

b) Click to add a selected extension to the Included area.

Or

See the Remote Extension Permissions section for a detailed description of each remote extension permission.

c) Select the included extension(s) to modify permissions and select the appropriate permissions from the Permissions for extension (extension number) area.

d) Click Apply permissions for all extensions to apply the selected permissions to all included extensions.

Queue Permission Overrides

8. Click Queue and the Queue permissions for profile (profile name) window displays.

b) Click to add a selected queue to the Included area.

Or

c) Select the included queue(s) to modify permissions and select the appropriate permissions from the Permissions for queue (queue name) area.

d) Click Apply permissions for all queues to apply the selected permissions to all included queues.

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The iView Client Environment Windows

iView has many features which are organized into several different sections, or windows of the application. Each window has its respective properties which aides in displaying the information to the end user.

Layout

Windows within iView can be:

• Moved around by clicking and dragging the window tab to another location within the panel.

• Resized by clicking and dragging window edges.

• Maximized by double clicking the tab (This will place all other windows in a Fast View). Double click the tab again to normalize the window.

• Detached from the main panel by right clicking on the window tab and selecting detach.

• Placed in a Fast View use the minimize button for that window.

• Accessed in a Fast View; click the window icon in the Fast View bar. To close the window, click the icon again.

Fast Views

Fast Views allow you to minimize a window into an icon for quick retrieval. Once a window is minimized, it will shrink into a single icon.

Queues Remote Extensions

Held Calls Parked Calls

Extension Directories Local Extensions

Conference Rooms Profile Navigator

These icons can then be grouped together and moved to all four sides of the iView application.

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Page 29 of 54 To access a window from a Fast View, simply click on the icon. The window will hover over the other windows. Click the icon again to hide the window again. Removing an icon from a Fast View is accomplished by right clicking on the icon and clicking Close.

Furthermore, you can restore a window from a Fast View into a normal window by dragging the icon to the location you prefer. Before letting go of the mouse button you will see an outline where the window will be placed. Move it around until you’re pleased with the location.

Profile Navigator

The Profile Navigator allows users to control their profiles from a single window. A subsequent tree item will be displayed for each profile that exists on that client. Each window will have the profile name appended to it so the user can differentiate between two of the same types of windows. The Profile Navigator provides seven separate components:

• Local Extensions

• Remote Extensions

• Held Calls

• Parked Calls

• Queues

• Conference Rooms

• Extension Directories

Local Extensions

The local extensions window shows all extensions that your current profile uses.

Available local extension options include: Cellphone, Voicemail, Login Agent, Hold, Park, Record and Hangup.

Note: Hold, Park, Record and Hangup are only available when a call is active.

Cellphone

• Click Cellphone to call the cell phone for the selected local extension.

Note: A cellphone number must be configured by an administrator prior to using this feature.

Voicemail

• Click Voicemail to transfer calls to the voicemail for the selected local extension.

Note: A voicemail phone number must be setup by an administrator prior to using this feature.

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Hold

• Click Place Call on hold to place calls on hold.

Park

• Click Park Call to send a selected call back to the parking lot.

Record

• Click Record Call to begin recording a call for the selected local extension.

Hangup

• Click Hangup to end a local extension via the panel.

Agent Login

• Click Agent Login to log agents in or out of their local extension’s agent.

Note: The Agent Login feature must be configured by an administrator prior to using it.

Setting Presence on Local Extensions

To Set Presence

1. Right click on the header of a local extension.

2. Select Availability then select a configured Presence.

Setting Away Notes on Local Extensions

To Set Away Notes

1. Right click on the header of a local extension.

2. Select Note and the Availability Note window displays.

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Page 31 of 54 3. In the Note section, enter the availability note you wish to be displayed to users

when you are away.

4. Click the checkbox in the Return Date/Time section to enable the date and time fields.

5. In the Return Date/Time section, click the down arrow to set the date and time for your return.

Viewing Others Extension Notes

To View Others Extensions Notes

• Hover over the header of a remote extension.

A balloon pops up with their availability, note, and return time.

Remote Extensions

Remote extensions show all other extensions in the system that are not used by your profile. Available Remote extension options include: Call mobile, Voicemail, Start Chat, Email, Record Call and Barge.

Remote Extension Options Cellphone

• Click Cellphone to place a call to the cell phone for a selected remote extension.

Voicemail

• Click Voicemail to go directly to the voicemail message for a selected remote extension.

Login Agent

• Click Login Agent to log agents in and out using the agent button on local and remote extensions.

Note: The Agent Login feature must be configured by an administrator prior to using it.

Chat

• Click Chat to start a chat with a selected remote extension. Once a chat is initiated, a Chat tab opens within the iView window.

Note: The jabber client must be configured by an administrator prior to using this feature.

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Email

• Click Email to initiate an email for a selected remote extension.

Note: The Email feature must be configured by an administrator prior to using it.

Record

• Click Record to begin recording the call for a selected remote extension.

Barge

• Click Barge to listen in on (barge) a selected remote extension.

Note: The barger will automatically be muted but can un-mute/mute themselves with the mute button in the local extensions area.

Extension Searching and Sorting

The Search window allows you to search for a specific remote extension.

To Search for an Extension

1. In the Search field, enter an extension number or name.

2. In the Sort field, select a sort option. Sort options include None, Name, Extension, Availability and Call Status.

3. Click the Reverse checkbox to view the search results in reverse order.

4. In the Directory field, select a directory to search.

Held Calls

Held calls are displayed in the Held Calls window. No other iView user can see anyone else’s calls on hold.

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Parked Calls

Parked calls are displayed here in the Parked Calls window. All users will be able to view all parked calls as well as any notes set for them.

Queues

Queues monitored by iView are displayed in the Queues window.

Conference Rooms

Conference rooms monitored by iView are displayed in the Conference Rooms window.

Calls and extensions can be dragged into and out of the rooms.

Creating a Temporary Conference Room

If you have the appropriate permissions, you can create a temporary conference room.

To Create a Temporary Conference Room 1. Click the new conference room icon.

The Create Temporary Conference Room window displays.

2. In the Name area, enter a name for the temporary conference room.

3. In the Room Options area, select the appropriate room options.

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Page 34 of 54 Available options:

• Announce User Count

This option provides a tally for the conference room as each user join the conference.

• Music On Hold for Single User

This option plays hold music when a conference call is placed on hold and only one other user is on the call.

• Exit Room Via (#)

This option allows the presenter to exit the conference by pressing the (#) key.

• Present Menu Via (*)

This option allows the presenter to display the menu by pressing the (*) key.

• Announce User Join/Leave

This option announces users as they join/leave the conference.

• Disable Join/Leave Notification

This option disables the join/leave notification.

• Record

This option allows the presenter to record the conference.

4. Click to add a selected extension to the Invite List.

Note: Click Shift to select a group of users or click Ctrl to select specific users.

Extensions that are added will be rung immediately upon the creation of the conference room. Once answered, each user will be dropped directly into the new conference room.

Note: The user that created the temporary conference room can change the options within the conference by right clicking on the conference room window and selecting Options.

5. If desired, click Invite Yourself from the Invite area to add yourself to the invite list.

6. Click Create and the conference room is created and all invited users are called.

Removing a Temporary Conference Room

Once a temporary conference room is no longer needed, it can be easily removed whether the invited users are still in the room or not.

To Remove a Temporary Conference Room

1. Right click on the temporary conference room to remove and select Remove.

2. Click Yes to remove all users from the room and the room will be removed from the list.

Or

Click No to remove the room from the list while allowing the existing users to remain in the room.

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Extension Directories

Extension directories monitored by iView are displayed in the Extension Directories window. Extension directories are used to group related sets of extensions together so only those extensions will be viewable in your remote extensions area, if selected.

To Create an Extension Directory

1. Enter a name for the directory to be created.

2. Click Add.

The new directory displays in the Extension Directories tab.

To Add Extensions to Directories

1. Click and drag an extension header into the directory you wish to add that specific extension to.

2. Repeat until the directory contains all relevant extensions.

To Share Your Extension Directory with Other Users in the System 1. Right click the extension directory and select permissions.

A permission window displays.

2. In the Set Directory Owner area, select an owner to assign to the selected directory. This defaults to your extension but can be changed as needed.

3. In the Add User to Permission Set area, select a user to share this directory with and the added user displays in the Permission window.

4. Select the Admin check box in the Permission window to allow the selected user to modify the permissions and name of a selected directory as well as the right to remove the directory entirely.

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Page 36 of 54 5. Select the Add Ext. check box in the Permission window to allow the selected

user to add extensions to the directory.

6. Select the Remove Ext. check box in the Permission window to remove the selected extensions and all related permissions assigned to them from the directory.

Note: The owner of the directory has all rights to modify the directory.

Controlling Calls Originating Calls

Calls can be originated and initiated via double clicking or dragging and dropping an object.

Places you can originate to using the iView panel:

• Other extensions (Double click the extension)

• Voice Mail (Double click the voice mail icon; works on both local and remote extensions)

• Cell Phone (Double click the cell phone icon; works on both local and remote extensions)

• Conference Room (Double click the conference room item or drag and drop an extension, local or remote, into the conference room item)

Note: If you have a profile that is managing multiple extensions, iView allows you to select which one of those extensions should be used to perform the origination. To select the extension you wish to be your originating extension, simply click the arrow button in the upper left hand corner of the local extension. Also you can dial a number directly using the call box at the top of your local extensions area.

Transferring Calls from…

Places you can transfer calls from:

• Local Extensions

• Remote Extensions

• Held Calls Area (You can also pick up a held call by double clicking it)

• Parked Calls Area (You can also pick up a parked call by double clicking it) Note: You can only transfer to extensions.

• Queue (You can also pick up a queue call by double clicking it)

• Conference Room

Transferring Calls to…

Places you can transfer calls to:

• Extensions (Drag and Drop)

• Voice Mail (Drag and Drop: works on both local and remote extensions)

• Cell Phone (Drag and Drop: works on both local and remote extensions)

• Held Calls Area (you can also pick up a held call by double clicking the item in the held call list)

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• Parked Calls Area (you can also pick up a parked call by double clicking the item in the held parked list)

• Queues (you can also pick up a queue call by double clicking the call item in the queue list).

Note: All transfers are performed via drag and drop with the exception of parking and placing calls on hold which can also be performed via the park and hold buttons.

Setting Call Notes

You can set notes for calls that are on hold or parked.

To Set a Call Note

1. Click the note area for that call.

2. Type in your note and press Enter.

Note: Held call notes will only be visible to you. Parked call notes will be visible to all users logged into the system.

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Views

Views can be switched by clicking the different view buttons at the top of the Local and Remote Extension areas or by clicking on the drop down view arrow. The three available views include Simple View, Detailed View and List View.

Simple View

The Simple View allows you to view and manage the extension's most recent linked call.

Detailed View

The Detailed View allows you to view and manage all of the extension's linked calls.

Note: The detailed view shows multiple notification states. For example, extension 5725 above is in the process of establishing an outbound call on one line while a successful internal call has been established on another line.

List View (Only available in the Remote Extensions area)

The List View allows you to:

• View extensions in a compact, grid-like view

• View and manage all the extension’s calls

• Show all the calls that the extension is on

Note: You can expand the extension using the "+" button at the beginning of the extension row.

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Notification Colors

iView provides five different states of activity within the three main iView views (Simple, Detailed and List), painting each state with a different background color, allowing the status of each extension to be readily viewable.

Green

The notification color within the simple view, detailed view, or list view changes to green when a call (internal or external) is being established.

Yellow

The notification color within the simple view, detailed view, or list view changes to yellow when a call (internal or external) has being received but is not yet established.

Blue

The notification color within the simple view, detailed view, or list view changes to blue when an internal call has been established.

Orange

The notification color within the simple view, detailed view, or list view changes to orange when a queue call has been established.

Red

The notification color within the simple view, detailed view, or list view changes to red when making a call (internal or external) that has not yet been established.

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Preferences Menu

The Preferences menu provides a variety of configuration options, allowing you to easily manage and maintain your preferences. The Preferences window is accesses by

selecting Tools / Preferences from the main iView menu. The Preferences window displays, providing the following configuration options: Administration Login, Call Popup, General, Install/Update, Profiles and Remote Extension Box Size.

Administration Login

To Create a New Administration Login

Server

1. In the Host field, enter the IP Address of Evolution.

Login

3. In the Type field, verify the default type is set to system.

4. In the Username field, verify the default username is set to admin.

8. Click Restore Defaults to revert to the default settings.

9. Click Apply to save your changes.

Call Popup

To Configure Call Popups

Caller Id Popup

iView provides users with a small caller ID popup that can be configured to display in the bottom right hand corner of the screen on an incoming call.

1. Click Enabled to allow iView to display a Caller ID Popup on an incoming call.

2. In the Leave popup open for…field, enter the number of seconds to leave the popup open.

URL Popup

iView allows users to open a URL in their default web browser and populate the browser with the calls caller ID information inserted into that URL. This allows iView to integrate with web based CRM applications.

3. Select when the URL popup will appear on an incoming call. Available options include: Never, On Ringing, On Answer and On Click.

4. Click Open URL on calls from office extensions and configure the URL field to display URL Popups on calls from extensions that are configured within iView.

Note: URL options include: %CID_NAME% to insert the caller’s name and

%CID_NUMBER% to insert the caller’s number.

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General

To Configure General Options

1. Click Minimize to Tray to allow iView to be minimized to the system tray when the Minimize button is clicked.

2. Click Close to Tray to allow the iView window to close when the Close button (X) is clicked.

Note: iView will remain active and display as an icon in the system tray.

Install/Update

Install/Update allows you to select the appropriate options to be used when iView updates become available.

To Configure Install/Update Options

1. In the Maximum number of history configurations field, enter maximum number of install histories to save.

2. Select Check digital signatures of downloaded archives to check the signature for archives that are downloaded.

Note: If you have chosen to disable Check digital signatures for downloaded archives, unsigned archives may contain software that can harm your computer.

3. Select Automatically select mirrors to automatically select the appropriate mirror site to download from.

Validate Updates

4. Select equivalent (1.0.1 -> 1.0.2 – only service increments) to update iView only on service increments.

5. Select Compatible (1.0.9 -> 1.1.0 – service and minor increments) to update iView on service increments and minor increments.

Update Policy

6. In the Policy URL field, enter the URL containing your URL policy.

Automatic Updates

To Configure Automatic Updates

1. Click the Automatically find new updates and notify me check box to automatically find new updates, when available, and notify you when they are available.

Note: This enables the Update Schedule and Download Options areas.

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Update Schedule

2. Click Look for updates each time platform is started to automatically look for iView updates each time the platform is started.

3. Click Look for updates on the following schedule and set your update schedule (day and time) to look for iView updates.

Download Options

4. Click Search for updates and notify me when they are available to be notified when iView updates are available.

5. Click Download new updates automatically and notify me when ready to install them to automatically download iView updates and send a notification to you when they are ready to be installed.

Profiles

Profiles allow you to create new profiles, remove existing profiles and configure existing profiles. Available configurations include profile options, server options and login options.

Profiles

The profiles area displays all profiles that have been created.

To Configure Profiles

1. Click New to create a new profile.

2. Click Remove to delete a selected profile.

Profile Editor

3. In the Name field, enter a name for the selected profile.

Server

4. In the Host field, enter the IP Address of Evolution.

Login

11. Click OK to save your changes and close the Preferences window.

12. Click Cancel to ignore all changes and close the Preferences window.

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Remote Extension Box Size

By default, iView will resize the extensions boxes for remote extensions in the Simple and Detailed views to show the entirety of all extension information.

To Configure the Remote Extension Box Size

1. Click Dynamic to allow the extension box sizes to change as the local and remote windows are resized.

2. Click Fixed and enter the box size (in pixels) to set and display for all local and remote extensions.

4. Click Apply to save your changes

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Configuring Permissions

iView allows for granular control over every profile and the actions that they can perform. All permissions are Profile / Object based where an "Object" is the profile's local extension, a remote extension, the parking lot, a queue or a conference room. For example you can specify what actions profile "John" can perform on queue "Main

Queue".

There are three different tiers of permissions. Default, Group, and Override.

Default Permissions

Default permissions are permissions that are used system wide if no other permissions have been specified. These will usually specify the permissions that the majority of the users will be given.

Note: Default permissions can be overridden by group permissions and group permissions can be overridden by override permissions.

To Configure Default Permissions

2. In the Default Permissions area, click Modify Default Permissions and the Default Permissions window displays.

3. Select the appropriate default permissions to activate and/or deactivate and click Save.

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Configuring Permission Groups

Permission groups are used to create a set of permissions that will be used by a group of profiles. In the permission configuration screen for a group you can specify if you wish to apply these permissions for all objects by selecting the "Apply permissions to all" check box or you can specify unique permissions for specified objects by adding them to the included list and selecting the object in the included list.

Note: Group permissions will override default permissions and group permissions can be overridden by override permissions.

To Configure Permission Groups

1. Click on the Server connection within the Administrator interface then drill down to and open the appropriate tenant.

2. Open the Permission Groups folder and select the permission group to configure group permissions for or right click on the Permission Groups folder and click New to create a new permission group.

General

The Name field displays the permission group name and is grayed out within the permission group window. Permission Groups can be renamed by right clicking on a permission group, selecting Rename and entering a new name for the permission group.

Members

The Members area displays all extensions in two windows: Non-Members and Members.

The Non-Members window displays all extensions that are not members of the selected permission group. The Members window displays all extensions that are members of the selected permission group.

3. Click to add a selected extension to the selected permission group.

Or

Click to remove a selected extension from the selected permission group.

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Permissions

The permissions area displays the available permission categories that can be configured including: Group Local Extension Permissions, Group Parking Lot Permissions, Group Conference Room Permissions, Group Remote Extension Permissions and Group Queue Permissions.

Group Local Extension Permissions

4. Click Local Extension and the Local extension permissions for group (group name) window displays.

a) Select the local extension permissions for the selected group and click Save.

Group Parking Lot Permissions

5. Click Parking Lot and the Parking lot permissions for (group name) window displays.

a) Select the parking lot permissions for the selected group and click Save.

b) Click Cancel to close without saving your changes.

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Group Conference Room Permissions

6. Click Conference Room and the Conference room permissions for group (group name) window displays.

a) Click to add a selected conference room to the Included area.

Or

b) See the Conference Room Permissions section for a detailed description of each conference room permission.

c) Select the included conference room(s) to modify permissions and select the

appropriate permissions from the Permissions for room (conference room name) area.

d) Click Apply permissions for all conference rooms to apply the selected permissions to all included conference rooms.

Group Remote Extension Permissions

7. Click Remote Extension and the Remote extension permissions for group (group name) window displays.

a) Click to add a selected extension to the Included area.

Or

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Page 48 of 54 See the Remote Extension Permissions section for a detailed description of each remote extension permission.

b) Select the included extension(s) to modify permissions and select the appropriate permissions from the Permissions for extension (extension number) area.

c) Click Apply permissions for all extensions to apply the selected permissions to all included extensions.

Group Queue Permissions

8. Click Queue and the Queue permissions for group (group name) window displays.

a) Click to add a selected queue to the Included area.

Or

b) Select the included queue(s) to modify permissions and select the appropriate permissions from the Permissions for queue (queue name) area.

c) Click Apply permissions for all queues to apply the selected permissions to all included queues.

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Permission Overrides

Permission overrides allow you to specify unique permissions for a given profile if you do not wish to use the default permissions, the profile doesn't fit in a permission group, or you wish to have a group member's permissions slightly modified from what the group specifies. Configuration of permission overrides is similar to group permissions with the exception that you have to select "Activate" in the permission configuration to utilize them.

To Configure Permission Overrides

2. Navigate within the selected tenant, open the profiles folder and select a profile to be configured with permission overrides and the Profile (profile name) window displays.

3. In the Permission Overrides area, select the type of permission override you wish to make.

The permission overrides area displays the available permission categories that can be configured including: Local Extension Permissions, Parking Lot

Permissions, Conference Room Permissions, Remote Extension Permissions and Queue Permissions.

Note: Overrides will override both default and group permissions.

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Local Extension Permission Overrides

4. Click Local Extension and the Local extension permissions for profile (profile name) window displays.

c) Select the local extension permissions for the selected profile and click Save.

d) Click Cancel to close without saving your changes.

Parking Lot Permission Overrides

5. Click Parking Lot and the Parking lot permissions for profile (profile name) window displays.

b) Select the parking lot permissions for the selected profile and click Save.

iview (v2.0) Administrator Guide Version 1.0

iView (v2.0)

Administrator Guide

Contents

iView Operator Console (v2.0) Overview

Setting up iView Connections

Creating a New Client Profile

Setting Up a New Administration Manager Connection

The iView Administrator Environment

Configuring the Server

Ports

Administrator Login

Default Permissions

Configuring Locations

General

Asterisk Server Connection

Configuration

Jabber

Configuring Tenants

General

License

Configuration

Recorded Calls

Configuring Extensions

General

Configuration

Configuring Queues

General

Configuration

Configuring Conference Rooms

Predefined Conference Rooms

Custom Conference Rooms

Temporary Conference Rooms

General

Configuration Predefined

Custom

Temporary

Configuring Profiles

Login

Jabber

Extensions

Permission Overrides

Configuring Status

Permission Groups

Configuring Permissions

Default Permissions

Configuring Permission Groups

General

Members

Permissions

Group Local Extension Permissions

Group Parking Lot Permissions

Group Conference Room Permissions

Group Remote Extension Permissions

Group Queue Permissions

Permission Overrides

Local Extension Permission Overrides

Parking Lot Permission Overrides

Conference Room Permission Overrides

Remote Extension Permission Overrides

Queue Permission Overrides

The iView Client Environment Windows

Layout

Fast Views

Profile Navigator

Local Extensions

Cellphone

Voicemail

Hold

Park

Record

Hangup

Agent Login

Setting Presence on Local Extensions

Setting Away Notes on Local Extensions

Viewing Others Extension Notes

Remote Extensions

Remote Extension Options Cellphone

Voicemail

Login Agent