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MXIE Zultys End User Training 2010 11/14/2013End User Training1.

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Presentation on theme: "MXIE Zultys End User Training 2010 11/14/2013End User Training1."— Presentation transcript:

1 MXIE Zultys End User Training /14/2013End User Training1

2 MXIE Media Exchange Interface for End Users 11/14/2013End User Training2

3 MXIE Screen MXIEs Interface is broken in to several parts Main Menu Toolbar Session List Missed Calls Messages Status Bar Call Handling Rules Binding Status Presence Status Buddy List Missed Call Icon VM View Icon 11/14/2013End User Training3

4 Keyboard Short Cuts There are several keyboard commands to perform basic phone functions with MXIE 11/14/2013End User Training4

5 Buttons While on a call the session block will contain several buttons that can be used to perform basic telephony functions. 11/14/2013End User Training5

6 Buddy List The Buddy List displays MX users with whom you are in regular contact. You can quickly initiate instant messages, chats, and voice calls with Buddy List members. The Buddy List displays the presence state for all buddies that permit others to view their presence and provides tools to send voice mail to your buddies. You can also organize your Buddy List into Buddy groups. To add a user to the buddy list, open the address book and display the contact list. Highlight the name of the person that you wish to add, press the right mouse button, and select Buddy. You cannot modify the buddy list for operator and agent roles. To add a buddy group to the list, point at the buddy list, click the right mouse button, and select Create a Group. To initiate communication sessions with buddy list members, point at a buddy and click the right mouse button. To perform Buddy Group operations, right click on your buddy list and select the desired operation. You can drag and drop buddy list members into any group. Users can belong to more than one buddy group. 11/14/2013End User Training6

7 IM Window MXIE has built in IM functions. The IM window is broken into 2 basic parts, the Text panel which is where the conversation is viewable, and the input panel where you type. 11/14/2013End User Training7

8 Binding A MXIE instance can manipulate voice calls through a registered contact regardless of its binding status. A MXIE instance can initiate voice calls and handle multiple voice calls only through SIP devices to which it is bound. The Bind a Phone window binds your MXIE instance to a SIP device. To access this window, select File | Bind To from the main menu bar or select the binding status text in the Status Bar. MXIE instances can be bound to only one device at a time. Binding a MXIE instance to a SIP device cancels any previous device binding to that instance. 11/14/2013End User Training8

9 Binding Bind Device by ID This option binds your MXIE instance to an MX managed device. Bind to External Phone This option allows you to bind to a Cell Phone, Home Phone Line. Bind Registered Contact This option binds your MXIE instance to an MX registered contact. Bind by a Call from the Device This option binds your MXIE instance to an MX managed device that you designate by making a voice call. Bind to Internal Softphone This option binds your MXIE instance to the MXIE internal Softphone. You can bind only one instance to the Softphone. Bind Recent This option allows you to select from a menu of devices and registered contacts to which your MXIE was recently bound. 11/14/2013End User Training9

10 Softphone To use the softphone from the bind options choose internal softphone. MXIE has a built in softphone making it an excellent option for road warriors. 11/14/2013End User Training10

11 Placing a Call After you initiate the call, the MXIE window displays a session block that represents the call. Below are session blocks at the various stages of a voice call: the top block was displayed after dialing the contact and before the call is answered; the bottom block was displayed during the phone conversation. 11/14/2013End User Training11

12 Recording a Call Call Recording is available to ICC agents or authorized users on a system with an active call recording license. MXIE roles that are permitted to record calls display a red recording icon on the right side of all voice call session blocks, as shown below. To stop recording, press the recording button in the recording block. If you resume recording after stopping, everything recorded prior to pressing the stop button is deleted. 11/14/2013End User Training12

13 Presence States Each user is assigned a presence state based on online status and communication availability. Users logged into MXIE as an operator or an ACD agent are assigned an additional presence state for that role. Presence states are represented by icons. Select the icon style that MXIE uses to display your presence from the Toolbar Preferences panel. User presence states include Available Not Available Busy At Lunch In a Meeting Be Right Back Appear Offline On the Phone Operator presence states include Available Not Available On the Phone Logged Off ACD group agent presence states include Available Not Available Active, Wrap Up Logged Off 11/14/2013End User Training13

14 Presence Notes You can attach a note to your MXIE presence to give more information about your current presence setting such as Be back at 2:00 or at customer site 11/14/2013End User Training14

15 Voic The Mail box directory is located on the left side of the window. Mail folders store voice mail messages. Mail box service options create, copy, move, delete, or compact the voice mail folders. System folders (Inbox or Deleted) cannot be moved or deleted. Playing via the computer Users may select to playback Voice Mail messages and Call Recordings using the computers speakers. 11/14/2013End User Training15

16 Playing Voic Playing via bound device Users may select to playback Voice Mail messages and Call Recordings using the device / phone currently bound to MXIE as the audio device. This feature provides improved privacy as users no longer need to play audio through the computer speakers and also enhances functionality in Thin Client environments (EG: Terminal Services / Citrix) where client machines often have inadequate performance to support audio playback or have no speakers. New MXIE preference option is available to force all playback via the bound phone for situations where the user's computer does not have speakers. 11/14/2013End User Training16

17 Controlling voic messages with MXIE When using MXIE to play voic messages you use the control bar at the bottom of the screen. To watch a movie click the image to the right 11/14/2013End User Training17

18 Transfer Voice Mail Messages From the voice mail window right mouse click the voice mail and select forward. Choose who you wish to forward the voice mail to, and click send To watch a movie click the image to the right 11/14/2013End User Training18

19 Address Book The Address Book window, shown below, accesses the MX user directory and supports the creation of personal address books. Local Address book This book is an address book that is stored on your computer MX Directory This book is all the users in the system (including grouped members) Buddies This book is populated with the people you contact most Outlook This is all your outlook contacts 11/14/2013End User Training19

20 Address Book with Outlook® Microsoft Outlook Contact records are now available in MXIE address book. New address book 'MS Outlook' is displayed on the top level of MXIE Address Book window. All Contact information (contact name, company name, business, mobile, and home phone numbers) is available for placing and receiving calls from within MXIE. The Caller ID number of incoming calls is checked against Outlook contacts with a match resulting in screen pop showing customer name, phone number and company name. The following features are provided by MXIE Outlook Address Book Integration: All contact folders visible in MS Outlook appear in the MXIE address book Updates to existing contact records in MS Outlook are immediately reflected in MXIE MXIE Screen pops display contact information based on Caller ID match to Outlook contact Initiate and transfer calls to Outlook Contacts directly from MXIE Call Log history displays Outlook Contact names based on Caller ID 11/14/2013End User Training20

21 Call Log The MXIE Log, displays each voice call that generated a MXIE session block over a specified period. Each record within the log refers to one voice call. To access the call log, select View | Log from the main menu bar. Log records are obtained from the system Call Detail Records database and cannot be moved or deleted. The number of records displayed in the log is configured in the Call Log Preferences panel. The maximum number of records displayed is based on the number of days specified on the Call Preferences panel. When you reduce the size of the call log display by altering preference panel settings, the call records are only removed from the Call Log panel and can be restored to the display by resetting the Preferences parameter setting. You can access log functions by right-clicking the mouse while the cursor points in the log. Functions accessible in this manner include: 11/14/2013End User Training21

22 Find Me Call Handling Rule function enhanced with addition of 'Find Me' option. The 'Find Me' rule allows a user to define multiple external numbers, internal extensions and devices which the system will call in an attempt to find the user when an incoming call is received. Callers may be optionally advised that the system is trying to find the User. Calls may be connected immediately upon answer or the called party may explicitly accept or reject the offered call. If the User cannot be found the call may overflow to voice mail, another extension / number or be disconnected. ACD/ICC Calls cannot be forwarded by this or any forwarding feature. 11/14/ Update22 Click image for a movie

23 ConnectAnywhere ConnectAnywhere is a feature which allows users to Bind MXIE to any telephone number in the world. Once bound to a phone number, when the User / Agent initiates a call from MXIE, the MX system will firstly call the user at the bound phone number, when that call is answered MX will then initiate a call to the phone number that the User / Agent called from MXIE. Once connected all standard MXIE functions are available such as Hold and Transfer. For incoming calls, the MX system will initiate an outgoing call to the bound phone number and at the same time display the callers details in MXIE, all standard call functions are available from MXIE. This feature allows users to make and receive calls as if they are in the office from any location in the world where they have access to a landline or mobile phone. 11/14/ Update23

24 Set up Voic 11/14/2013End User Training24

25 First Time User Voice Mail Setup First time users of the Zultys Voice mail System will receive a popup notification in MXIE until voice mail is set up. Clicking on the Call voice mail link will dial voice mail from MXIE Dialing the voice mail service number, by default it is *86 11/14/2013End User Training25

26 Set Up Voice Mail To be listed in the Dial by Name directory you must record at least your name, it is recommended that you change you password from the default one set when your user was created 11/14/2013End User Training26 Voice Mail Answers Set Password 1To Continue Record Name 1To Continue 2Rerecord Record Greeting 1Record Now 2Record Later After recording 1To Continue 2Rerecord Options 1Listen to message explaining how to use voice mail 2Return to voice mail main menu

27 Listening to Voice Mail Messages Message Review Menu 1Repeat 2Save message 3Erase message 4Reply to message 44Call back using Caller ID 5Forward message to another mailbox 6Play previous message 7Rewind 3 seconds 8Pause message 9Skip forward 3 seconds #Play next message *Skip Date/Time 11/14/2013End User Training27 When listening to voic messages via a phone the following options are available. When using MXIE to listen to your messages the controls are in MXIE, this includes listening via a bound device

28 MXIE Call Handling Using MXIE 11/14/2013End User Training28

29 Place a call Voice Call icon To place a call, click on the Voice Call icon, enter in phone number, and click Dial To watch a movie click the image to the right 11/14/2013End User Training29

30 Place a call Drag & Drop To place a call by using the drag and drop method, drag the entry from the address book to the call screen To watch a movie click the image to the right 11/14/2013End User Training30

31 Answer To answer a call click the answer button or double click on the call in the session bar To watch a movie click the image to the right 11/14/2013End User Training31

32 Drag & Drop Transfer To transfer a call using Drag and Drop drag the existing call to the respective user. To watch a movie click the image to the right 11/14/2013End User Training32

33 Place a call on hold, pickup To place a call on hold, click the hold button To retrieve call, double click call To watch a movie click the image to the right 11/14/2013End User Training33

34 Transfer using the transfer button To transfer using the transfer button click on the T icon in the session block and select ho you wish to transfer the call to To watch a movie click the image to the right 11/14/2013End User Training34

35 Attended Transfer To perform an attended transfer of an existing call 1. Place first call on hold 2. Dial the receiving parties number 3. Announce call 4. Right click incoming call and choose transfer to the user To watch a movie click the image to the right 11/14/2013End User Training35

36 Transfer to users voic Right click on the active call, choose send to user voic Select which user you wish to transfer the call to their voic To watch a movie click the image to the right 11/14/2013End User Training36

37 Disconnect To disconnect a call, click the X icon To watch a movie click the image to the right 11/14/2013End User Training37

38 Park & Pickup To park a call click the park button, once the call is parked, a popup box will identify where it was parked. To pick up a parked call click on the parked call list and select the call to pick up and press pickup To watch a movie click the image to the right 11/14/2013End User Training38

39 Call Handling Via the ZIP5xi 11/14/2013End User Training39

40 Call Control using the ZIP5xi Phone To Place a call: Lift your handset and dial. When receiving a call: Either lift your handset or press your speaker button to speak hands free. To Transfer a call: Press XFER in your display, dial the extension, press XFER in your display and hang up. To Transfer user to a persons voic Press XFER + *86 + [extension number] + XFER and hang up. 11/14/2013End User Training40

41 Call Control using the ZIP5xi Phone To place a call on hold: Press the HOLD button, to release press the LINE with the flashing green LED or PICKUP in your display. To retrieve voic Either with your handset off-hook or not, press the voic button then enter your password and follow prompts. To park a call Press the park key in your display, enter in the Park ID and then press DIAL in your display To pick up a parked call Dial the park server followed by the Park ID 11/14/2013End User Training41

42 Call Control using the ZIP5xi Phone To change your volume: For Handset: lift the handset and adjust the volume using the volume buttons. For Headset: press the SPEAKER/HEADSET button and adjust the volume using the volume buttons. For Speakerphone: press the SPEAKER/HEADSET button and adjust the volume using the volume buttons. For Ringing: press the volume buttons and adjust the volume WHILE the phone is ringing. For Paging: press and adjust the volume using the volume buttons WHILE someone is paging. 11/14/2013End User Training42

43 MXIE Faxing 11/14/2013End User Training43

44 Fax using the Windows Fax Driver To fax using the Zultys Fax Driver you simply need to print the document and choose the Zultys Fax from the list of printers 11/14/2013End User Training44

45 Fax Wizard Once you click print enter in the following information To: Name of the recipient Fax Number: number to fax to Business Phone: Option telephone number Company: Company Name 11/14/2013End User Training45

46 Fax Cover Page Select an option fax cover page 11/14/2013End User Training46

47 Fax Format You can change the resolution Paper size Rotate Scale to Fit Paper Constrain Dot Proportions 11/14/2013End User Training47

48 Fax Send Time You can schedule the fax or send it immediatly 11/14/2013End User Training48

49 Send Fax Click Finish to complete the fax wizard, and send the fax 11/14/2013End User Training49

50 MXIE Call Handling Rules 11/14/2013End User Training50

51 Call Handling Rules The MX has Call Forward No Answer CHR built in, no need to build one You can build one to overrule the existing CFNA timer to extend or shorten the CFNA time as set by the administrator 11/14/2013End User Training51

52 Call Forward The Call Forward rule is a built in rule that can be turned on and off via the DTMF controls in your voice mail menu. This is the only rule that can be controlled and setup via the DTMF capability of the voice mail 11/14/2013End User Training52

53 Call Rule Editor 11/14/2013End User Training53 Additional optional conditions that can be applied, multiple can be selected Events when the rule is applied, Only one can be selected and is required Action to perform when the Event, and Conditions are met above. This is required Field showing the complete rule, and where you define events by clicking on the Blue Links

54 Building a CHR, Click image to watch a movie 11/14/2013End User Training54

55 MXIE ICC Supervisor Options ICC Reporting 11/14/2013End User Training55

56 ICC Functions for Agents and Supervisors Supervisors can monitor agent activity, and intervene in calls that agents are handling. Call intervention options include Silent Monitor: The supervisor listens to both sides of an agent call. Neither party is aware of the supervisors presence. To access the ICC monitors, press the arrow icon on the left side of the session control block. (ZIP2x2, ZIP5, Polycom and 3 rd Party) Barge-In: The supervisor can speak to both sides of the call. To access the ICC monitors, press the arrow icon on the left side of the session control block. Supervisor functions are performed from the ICC monitors. (ZIP2x2 Only) 11/14/2013End User Training56

57 ICC MXIE Reporting Views Additional features for agents and supervisors Agents View the callback monitor View the queue monitor Supervisors can also view: Group statistics Agent monitor Agent Statistics Wallboard 11/14/2013End User Training 57

58 ICC MXIE View From the agents and supervisors standpoint, additional features are available on MXIE when logged in to an ICC group. For agents, view of the callback monitor and the queue monitor are available. The callback monitor consists of a list of callers who requested callback and left their callback numbers. The queue monitors shows real-time queue information such as the number of callers in queue, status of other agents, and more. 11/14/2013End User Training 58

59 ICC MXIE View Supervisors are given several options Callback Monitor Groups that overflow are given the option to leave their phone number and their place is help in queue Queue Monitor View calls in the queue Group Statistics View statics of a queue Agent Monitor Listen to calls in progress by an agent, note only Zip 2xN and 4xN phones support this feature at this time Agent Statistics View individual statics of an Agent Wallboard View queue information in a wallboard type of setting 11/14/2013End User Training 59

60 Callback Monitor From this view the supervisor can see how many calls are in the queue to be called back, and their status 11/14/2013End User Training 60

61 Queue Monitor Queue Monitor, shows the calls currently in the queue Priority Wait time Caller ID Assigned to 11/14/2013End User Training 61

62 Group Statics Lists the stats for the queue Total number of calls in queue Maximum number of calls in queue (at one time) Outbound calls (connected) Calls answered Calls transferred to voic Calls transferred to external number Disconnected calls Calls abandoned from queue Calls sent to queue overflow Total talk time Average talk time Maximum wait time Average wait time for answered calls Average wait time for abandoned calls Average wait time for all calls Incoming call back requests from customers Successful call back requests made by agents Unsuccessful call back requests made by agents Average hold time Maximum hold time Total hold time 11/14/2013End User Training 62

63 Agent Monitor The supervisor can use this screen to see what the agents status and the ability to monitor their calls Extension Agent Name Caller ID Type of call Length of call State the agent is in 11/14/2013End User Training 63

64 Agent Statistics This view allows the supervisor to see how long the agent is in each state Name Number of calls answered Average talk time Total talk time Average warp up time Total wrap up time Average hold time Total hold time Number of call back calls 11/14/2013End User Training 64

65 Wallboard Reporting Parameters Total number of calls in queue. This parameter displays the total number of calls sent to the queue since the daily reset. Maximum number of calls in queue (at one time). This parameter displays the largest number of callers that were waiting in the group queue at one time. Outbound calls (connected). This parameter displays the total number of calls that were initiated by ACD agents since the daily reset. Calls answered. This parameter displays the total number of calls that have been answered by ACD agents since the daily reset. Calls transferred to voice mail. This parameter displays the number of calls that have been transferred to voice mail since the daily reset. Total call back requests. This parameter list the number of callers that have requested callbacks since the daily reset. Calls abandoned from queue. This parameter list the number of callers that have abandoned their calls while waiting in the queue since the daily reset. Calls sent to queue overflow. This parameter list the number of calls that have been sent to group queue since the daily reset. Total talk time. This parameter lists the cumulative talk time of all ACD agents since the daily reset. 11/14/2013End User Training65

66 Wallboard Reporting Parameters Average talk time. This parameter list the average time per call since the daily reset. Maximum wait time. This parameter list the maximum wait time that a caller waited to talk to an ACD agent before the call was either answered by the agent or terminated by the caller. Average wait time for answered calls. This parameter list the average time, for calls answered by an ACD agent, that a caller had to wait before talking to an agent. Average wait time for abandoned calls. This parameter list the average time, for all abandoned calls, that a caller waited for an agent before terminating the call. Average wait time for all calls. This parameter list the average time, for all abandoned calls and calls answered by the ACD agent. Available. This parameter list the number of ACD agents that have a presence state of available. Not available. This parameter list the number ACD agents that have a presence state of not available. Busy. This parameter lists the number of ACD agents that have a presence state of busy. Logged out. This parameter list the number of ACD agents that have a presence state of logged out. Total. This parameter list the total number of ACD agents that are part of the ACD group. Calls currently in queue. This parameter list the total number of calls that are currently in queue. 11/14/2013End User Training66

67 CMD Line Options Upon installation of MXIE a default shortcut is automatically placed on the Windows Desktop, as well as in the Start Menu | Zultys MX folder. The simplest way to apply command line parameters is to create a copy of the default MXIE Shortcut and edit the target properties. Steps to copy and edit shortcut: 1) Select Start | All Programs | Zultys MX – Right click on MXIE and select copy. 2) Paste the copied shortcut to the desired location and rename as required. For this example the shortcut has been renamed to MXIE – Custom 3) Right click new shortcut and select Properties, ensure that Shortcut tab is selected 4) Type the required command line parameters at the end of the target field. For example: "C:\Program Files\Zultys\MXIE\Bin\mxie.exe" u= n=john.doe p=1234 Will automatically log MXIE into MX at IP , as user john.doe, using password /14/2013End User Training67

68 CMD Line Options 11/14/2013End User Training68

69 MXIE Demos Media Exchange Interface for End Users 11/14/2013End User Training69

70 MXIE Demo 11/14/2013End User Training70

71 Softphone Demo 11/14/2013End User Training71


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