Phonetool

The Phonetool is a powerful tool for use and management of 1A telephony.

In the Phonetool an overview is shown with available lines and internal numbers. With it, you can manage your own preferences.

It is also possible to link the public groupware addressbook. The generic settings can be modified by a designated telephony manager.

Logging in

For most workplaces the Phonetool will start automatically. All you need to do is log in. The login will be remembered for some time, so that you don’t have to log in every time.

The Phonetool can also be opened in your favorite browser. There is a convenient link available on the 1A Start Page.

Please note: the Phonetool is only available on your company network or via VPN.

To use the 1A-phonetool you also have to log in on a phone. Do this by dialing *11 (asterisk-11), followed by your user number. For example, if your user number is 250, you call the number *11250 to log in. If you do not know your user number, you can find it in the top right corner of the 1A-phonetool:

When you are logged in to a phone, you can receive calls on both your own user number and the phone’s own number. After logging in, the phone exchange knows to which phone to forward calls for your user number. If you often change desks, it can be convenient to have people call you on your user number, since it moves along with you when you log in to a different phone.

Quickdial

At the top of the page you will find the Quickdial field, where you can initiate calls directly from the 1A-phonetool:

Paste or type a number into the text field and click on the phone icon. You also see a menu in which you can choose over which line (and correspondingly which number) to place the outward call when using Quickdial.

The ‘Status’ tab

After logging in, the 1A-phonetool opens on the ‘Telephone’ tab. This page is divided into four parts.

The top part shows all the telephone lines at your disposal, and a number of icons that indicate per line what happens when a call comes in on that line. How to read the icons will be explained later.

The second part of the page shows the 1A telephony users and phones within your organization, with an icon to indicate the status of this user or phone.

Below it you will find a field where your incoming calls and the number of the other party are shown.

The line overview

The line overview shows which lines you have. On the left you see the name of the line, which is also shown in your phone’s screen when a call comes in over that line. Then you see one to four status icons that indicate which action is currently performed on an incoming call. In the third column, you see the telephone number associated with the line.

Icons in the line overview

Each line has at most four status icons. Each icon represents an action that is performed for an incoming call. The actions are performed sequentially, from left to right. Every action, except for the last, has an associated duration. You can see this duration if you hover the mouse over the icon. If nobody answers within the given time, the next action will start. The last action has no maximum duration: a call stays there until one of the parties hangs up.

• the incoming call is routed to a queue. (Two green circles symbolize the first and second call queue.) Hover the mouse over the icon to see how long the call stays in this queue.

• same as above, and a call is currently being answered from this queue.

• the caller is transferred to a different number. Hover the mouse over the icon to see the number that the caller is transferred to.

• a message is played to the caller, after which the call is terminated. Hover the mouse over the icon to see the message that is played. The action is currently not being used.

• 

  a message is played, after which the caller can record a message. Hover the mouse over the icon to see the e-mail address to which the recorded message will be sent.

• 

  a call is active in this action and a message is being played; in a few moments the caller can leave a message.

• 

  the caller is leaving a message, which will be sent to the indicated e-mail address.

• 

  the hotline function is active for this line, but not currently being used.

• 

  the hotline function is active for this line, and a call is ringing.

• 

  the hotline function is active for this line, and a call is active in this action.

• 

  the vmplus functionality is active for this line, but not currently being used.

• 

  the vmplus functionality is active for this line, and a call is ringing.

• 

  the vmplus functionality is active for this line, and a call is active in this action.

Default actions, actions for holidays, actions outside office hours and actions during lunchtime can be assigned in the 1A-manager. If you quickly want to force a certain action on a line, you can, if you have the proper credentials, set a forced action with the 1A-phonetool. This will be covered later on.

Het gebruikersoverzicht

In the user overview you see telephones, your colleagues, and yourself. Persons are sorted at top. The column at the right indicates whether a row refers to a person or a phone.

• The left column shows, in the case of a person, the user number. This number is linked to a user and moves with that user when they log in to a phone.
• The second column shows a status icon for this phone or user. The meaning of these icons is explained further on.
• The third column contains the name of the user or phone as known to the system. This is the name that also appears on your phone when you receive a call from this phone or user.
• The fourth column shows the number of the phone. Users have a grey number: this indicates that they are logged in to the phone that has this number. They can be reached at the grey number, but their primary number is that in the first column (the user’s own number).

The status icons for a phone or user are the following:

• user or phone is available.

• phone is ringing.

• a call is in progress.

• a phone that is already hosting a call is ringing for a second call.

• this user has enabled ‘do not disturb’.

• this user has transferred their internal number to a different number.

The ‘Personal’ tab

This tab lets you alter personal settings. You can transfer incoming calls to a different number, turn on ‘do not disturb’, change the do-not-disturb message, and view and redial the lists of inbound and outbound calls.

To transfer your internal number to another number, enter a number in the text field under ‘Transfer’ and click ‘activate’. The grey icon  changes to a blue icon  when the transfer is active, and the link text changes to deactivate. You can also see under the ‘Telephone’ tab that your status is set to ‘transfer’. To remove the transfer, click deactivate.

If you activate the do-not-disturb function for your internal number, your phone will no longer ring on an incoming external call (you are temporarily suspended from the call queue). Internal callers will hear your recorded message. A personal message for the do-not-disturb status can be recorded or played from this page. The message functions use your phone. When you click one of the options, your phone will ring. Answer it to record or play a message.

Call history

The ‘call history’ (belgeschiedenis) contains the most recent calls you have made or which entered on your number or line (for which your handset rang). It also shows which calls you have missed. You can click on a call to call the other party immediately.

• Your own number, or the number of the line of which you are a member, is always in the top right corner of the frame.
• The other party is always on the left hand side.
• The direction of the arrows indicates who called who.
• A green stripe and a green arrow  means: you were called.
• A blue stripe and a blue arrow  means: you called.
• An orange stripe and a red arrow with a cross means: you called () or were called (), but the call was not answered.

The fixed format of the frames has been chosen so that all other parties that have called you or were called by you, are listed in the same (left) column. This makes searching easier.

The ‘Line’ tab

This tab is only visible to users who are allowed to configure at one or more lines.

This is an overview of all external lines. Each line has an icon showing which action source is currently being used for that line. Appended is the number of the line and an ‘edit’ icon.

The icons refer to the source of the actions that determines the current action. Actions can be set in the 1A-manager. The following icons are available:

• this line uses the default actions.

• this line uses the default actions, because it is now inside office hours and this line uses separate actions for outside office hours.

• this line uses the actions outside office hours.

• this line uses the actions during lunchtime.

• this line uses the actions for holidays.

• this line uses forced actions.

If you click on the name of a line at the top of the page, a box opens with information about the line. The current action is shown, and you have the opportunity to set a forced action. A forced action has precedence over all system actions. This is handy if you want to temporarily disable the system and force a specific action. For example, if you want to temporarily transfer all calls to this number, you can choose the ‘transfer’ forced action and enter the number to transfer to. The rest of the actions are disabled until you remove the forced action.

A forced action can be removed by changing the action to (No forced action) in the dropdown menu.

The ‘Global’ tab

This tab is only visible to users who can set globals. Your system administrator can change this in the 1A-manager. This tab lets you change the options per line.

Global settings

In the global settings block you can use, record and edit messages. Once recorded, messages can be reused in various actions.

To set the message for a certain action, choose a message from the dropdown menu and click save changes. If the action dictates that a message is played to the caller, then this is the message that will be played.

To record a new message, enter the name of the message in the text box under record message and click record. Recording a message uses your phone, so when you click the link, your phone will ring. Answer it and follow the instructions.

Under edit messages you can see the messages that the system knows of. If you click on the edit icon, your telephone will ring and you will enter, when you answer the phone, a menu where you can choose to listen to, edit or replace the message.

Under time settings you see the settings made in the 1A-manager with regard to office hours and lunchtime. These settings are only relevant if you perform different actions outside office hours and/or during lunchtime. You cannot alter these settings here.

Central speed dial list

A central speed dial list can be set. These are links between external numbers and internal speed dial numbers with an optional label. Uploading and downloading of this list can be done on this tab. When the labels are filled in for the speed dial, incoming calls from callers from those numbers will be displayed in the Phonetool and on the display of the ringing phones.

Hotline

If you are an administrator for all lines (a right granted in the Webmanager), you can upload or download the file with definitions for the hotline function under ‘hotline’. The hotline function lets you specify that certain external numbers should always be put through to a certain internal number first, before taking other actions. This lets you specify that certain callers are always put through immediately to a certain person in your organisation. The function itself is activated in the Webmanager, but the number settings are made in a ‘hotline’ file that you can upload or download through the Phonetool. This file looks something like this:

'0600112233','761'
'0713344556','890'

# this is a comment

'0093222233', '320'

Each line has the syntax: '<external number>','<internal number>'. You can place tabs and spaces before, between and after (but not within!) the numbers. Blank lines and comment lines (lines which start with an #) are ignored. If you upload the file, the Phonetool will indicate how many lines were successfully processed. In the example above, the number will be three.

The file can also be downloaded. You will receive the file with the original blank lines and comment lines, but with the numbers in the standard format. To make changes, you can edit the file locally and re-upload it.