Aastra Business Communication Solution

Office 1560/1560IP User’s Guide Supported platforms: Aastra 400 Aastra IntelliGate This user's guide describes the functions, the configuration, and the use of the Office 1560/1560IP softphone.

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Content Welcome to Aastra . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .3 Security . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4 Using the Office 1560/1560IP . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .8 Working with the Office 1560/1560IP . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .9 Operating the Office 1560/1560IP . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10 Working within the group . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13 Modules of the Office 1560/1560IP . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14 Phone books . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15 Logbook . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16 Quick reference . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17 Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22

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Welcome to Aastra Thank you for choosing a product of an Aastra communication solution. Our product meets the strictest requirements with regard to quality and design. The following user's guide will assist you in using the Office 1560/1560IP. If you require further technical support or information about other Aastra products, please refer to our website or our Aastra 400 or Aastra IntelliGate DocFinder. The Office 1560/1560IP is a softphone for operator consoles, with its user-friendly interface it sets the standard for a versatile and modern operator workstation and integrates ideally into the Office PC environment. This user's guide is designed to acquaint you with the world of the Office 1560/1560IP. Online help is also available to offer you further support (simply press F1 or select the menu ?/Help).

Media device for Office 1560/1560IP Your system administrator has equipped your Office 1560/1560IP with a media device. The device can be a telephone handset or a headset connected directly to the PC or a system phone of the Aastra series. Depending on the media device used, the operation of the device may vary slightly from the instructions given here. The Office 1560IP has been extensively tested with a whole range of corded and cordless media device (incl. Bluetooth devices). Only use the media devices specifically recommended by the manufacturer.

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Security Safety information Failure to observe this information can be hazardous and infringe existing laws.

User information DocFinder for the Aastra 400 and www.aastra.com/docfinder Aastra IntelliGate communication platforms: © The information, graphics and layouts featured in the user information are subject to copyright and may not be duplicated, presented or processed without the written consent of Aastra Telecom Schweiz AG.

Your product is supplied with a user’s guide, safety information and, where applicable, with other product-specific information. The user's guide of the Office 1560/1560IP is availabe as a PDF version and as online version. For the online version press the F1 key if needed. These and all other user documents are available for download from the Aastra 400 and Aastra IntelliGate DocFinder as individual documents or as a documentation set. It is your responsibility to keep up to date with the scope of functions, the proper use and the operation of your product. • Please make sure you have all the user documents required to operate your product efficiently and correctly. • Make sure that the versions of the user documents comply with the software level of the Aastra 400 or Aastra IntelliGate products used and that you have the latest editions. • Always read the user documents first before you put your product into operation. • Store the user information within easy reach and refer to it whenever uncertainties arise in connection with the use of the product. • When handing over your product to others, make sure you enclose the relevant user information.

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Security Purpose and function This product is part of the Aastra 400 or Aastra IntelliGate communication solution. The software can only be launched if a communication server, configured accordingly, is detected. The PC phone can be used as an operator console on a stand-alone system or in a networked environment with several systems. Besides the wide array of telephone operator functions the phone also provides all the featurephone functions required for personal use. Aastra 400 and Aastra IntelliGate are open, modular and comprehensive communication solutions for the business sector with several communication servers of different output and expansion capacity, a comprehensive telephone portfolio and a multitude of expansions. They include an application server for Unified Communications and multimedia services, an FMC (Fixed Mobile Conversion) controller for integrating mobile phones, an open interface for application developers and a multitude of expansion cards and modules. The business communication solution with all its components was developed to cover in full the communication requirements of businesses and organisations, in a way that is both user- and maintenance-friendly. The individual products and components are coordinated and must not be used for other purposes or replaced by thirdparty products or components (unless it is to connect other approved networks, applications and telephones to the interfaces certified specially for that purpose). One number user concept: Your system administrator can set up several phones for you that hold all the same phone number (one number user concept). You have only one name and phone number with which to identify yourself to your call partners, regardless of which of the phone you make your calls. The advantage is that you can always be reached under the same phone number, regardless of where you happen to be. With personal call routing and ring alone you can define where incoming calls shall be routed to. Your system administrator can set whether or not you are busy for further incoming calls (Busy if busy). You are still able to make further outgoing calls with the other terminals. Call lists and contacts are available on all your phones and are automatically synchronised. An announcement is signalled on all your phones which support announcement.

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Security Protection against listening in and recording The Aastra 400 and Aastra IntelliGate communication solutions comprise features which allow calls to be monitored and recorded without the call parties noticing. Please note that these features can only be used in compliance with national data protection provisions.

Availability The availability of the softphone depends on a functioning PC with power supply, and the availability of the data network and the communication server (including OIP server). If the phone is not available, calls are routed to a substitute destination, which has been set up by your system administrator.

Exclusion of liability All parts and components of the Aastra 400 and Aastra IntelliGate communication solutions are manufactured in accordance with ISO 9001 quality guidelines. The relevant user information has been compiled with the utmost care. The functions of the Aastra 400 and Aastra IntelliGate products have been tested and approved after comprehensive conformity tests. Nonetheless errors cannot be entirely excluded. The manufacturers shall not be liable for any direct or indirect damage that may be caused by incorrect handling, improper use, or any other faulty behaviour. Potential hazards are mentioned in the relevant places in the user information. Liability for loss of profit shall be excluded in any case.

Trademarks Aastra® is a registered trademark of Aastra Technologies Limited. Bluetooth® is a registered trademark of Bluetooth SIG, Inc. All other trademarks, product names and logos are trademarks or registered trademarks of their respective proprietors. The designations used in this document for software and hardware are registered trademarks and are thus subject to the relevant regulations.

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Security Document information • • • • • •

Document number: eud-0618 Document version: 2.1 Valid as of: R1.0 Copyright © 06.2011 Aastra Technologies Limited In PDF Viewer, click on this link to download the latest version of this document: https://pbxweb.aastra.com/doc_finder/DocFinder/eud-0618_en.pdf?get&DNR=eud-0618

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Using the Office 1560/1560IP Office 1560/1560IP, the professional operator console Using an Office 1560/1560IP offers many advantages for operators compared with conventional operator consoles: Call transfer using the mouse, indication of the internal subscribers available, interactive queue for calls pending, quick and convenient dialling by name, simple handling of call lists, unlimited number of contacts, synchronization with a Microsoft Exchange server, direct access to contact databases, to mention but a few. At the same time you also have access to all the added features of Aastra system phones, with the high standard of quality you have come to expect. Regardless of whether you use the softphone as an Office 1560 together with a Aastra system phone or as an Office 1560IP with a PC media device via the IP network, you are certain to appreciate its outstanding versatility. You will undoubtedly appreciate the versatile features. And of course the Office 1560/1560IP can also be used as a personal telephone.

Using the Office 1560/1560IP as a group tool If several people deal with customer matters on the phone, it makes sense to create work groups. Regardless of whether the incoming calls are offered simultaneously to your colleagues or distributed based on the call numbers: The Office 1560/1560IP provides you with a user-friendly group tool.

Using the Office 1560/1560IP on different workplaces You can set up your Office 1560/1560IP on several PCs. Calls are then automatically routed to the PC you are currently using. Do you sometimes work in a branch? At soon you start the Office 1560/1560IP, the calls are offered automatically.

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Working with the Office 1560/1560IP Starting the Office 1560/1560IP Your Office 1560/1560IP has been installed as standard so that it opens automatically whenever you start your PC. You can also start the Office 1560/1560IP manually using the program icon on your Desktop. Each time Office 1560/1560IP starts up, the system checks whether the latest software version of the programme is installed. If this is not the case, you can have the program update itself automatically. During the start up process, you are prompted for your user name and PIN. Key in the internal call number of your Office 1560/1560IP under User name. After starting the first time, change the default PIN (0000) with a PIN of your choice. Click Save PIN if the prompt should no longer appear the next time you start the program. Click OK. Your Office 1560/1560IP starts up. Note: Please note that any PIN stored on the PC can be read by someone else with malicious intent and your phone subsequently put to improper use. Alternative destination if your Office 1560/1560IP is not started: If your Office 1560/1560IP is not started, calls are automatically re-routed to a preconfigured destination. You can of course re-route the calls to the alternative destination of your choice before you exit the program. Note: Any telephone on the system can act as the alternative destination. However the operator functions are available only if another operator console is used as an alternative destination.

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Operating the Office 1560/1560IP Main user console

Office 1560/1560IP

1 2 3

File

Telephony

Settings Modules Help

4 5 6 7

8

9 10

1

Menu bar

2

Toolbar

3

Input line

4

Foxkeys

5

Modules

6

Busy indicator

7

Call connection states status display

8

Telephony functions status display

9

Internal call queue

10

External call queue

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Operating the Office 1560/1560IP With the main user console of the Office 1560/1560IP you can make phone calls and operate the busy indicators, the phone book or the logbook. Frequently used functions are operated with the mouse via the toolbar (see chapter "Toolbar functions", page 17). The call number is entered in the input line. Here you can browse either the phone books using alphanumeric dialling, transfer the call number from the redial list or enter a number directly (see also "Input line functions", page 17). The Seize Foxkey allows you to set up a connection. The Foxkeys provide the telephony functions that are the most useful for each particular situation. The status field displays the status of switching groups and other functions such as substitute circuits or call diversions. The Internal and External queues are used on the one hand to display calls that are pending. They can each indicate up to 10 calls waiting. You can also seize a line by double-clicking the lines in the queue.

Expanded search Besides the dialling by name you can look for a contact using the advanced search dialog box. Besides the integrated phone books this also lets you access external telephone directories and search through them for the contact you want.

E-mail integration Do you want deflect a call but the destination subscriber is unobtainable? Click from the context menu Send e-mail and the e-mail application opens a new e-mail with pre-written address (providing of course it is stored in the phone book). The call information available are entered in the text area automatically (e.g. number, name, timestamp). Write your message and click the button Send; You will be again ready for more calls.

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Operating the Office 1560/1560IP Ascotel Feature Wizard (AFW) This integrated tool is a convenient way of operating the countless Aastra features, which you can store in one of the busy indicator fields as required.

Background mode When you are working in a different application, your Office 1560/1560IP is automatically in the background if you wish so. When a call is received, a dialog box opens with information about the caller. You can then carry out the main functions for dealing with the call directly in the dialog box. You can activate, deactive and customise the configuration of the background mode under Settings/Signalling.

Keyboard operation You can also use the keyboard to operate your Office 1560/1560IP. A number of hotkeys are available for that purpose to help you with the navigation and to make phone calls. You can modify many of the default hotkeys under Settings/Other hotkeys. To maintain a clear overview of your personal choices, enter the hotkeys by hand or electronically in the boxes provided for this purpose (see "Hotkey", page 20). The Foxkeys can be operated using the six-key block of the PC keyboard (above the arrow keys). These keys are arranged in the same way as the Foxkeys on the user interface, which means that the functions are also identically assigned. Pressing the Enter key executes the next most obvious command in any given situation. The , , and keys are assigned with the standard Windows-compliant navigation functions.

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Working within the group Do several people deal with customer matters using an Office 1560/1560IP in your organisation? Do you don't know often whether a call belongs rather to your scope or to that of your colleague? Using operator console groups, calls are allocated to a group based on the incoming call number. The calls are then offered in priority order to the members of its operator console group. In this way you know on the one hand whether a call belongs to your scope and on the other hand, who should answer the call, you or your colleague. Note: Operator console groups can be set up very flexibly to the needs of an organisation. You as operator can neither configure new groups nor change the configuration. Contact your system administrator, if you think that the operator console groups should be organised or configured differently.

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Modules of the Office 1560/1560IP The module view on the right-hand side of the screen provides a number of modules in the form of tabs. Clicking the tab once opens the module required. The modules available are as follows: Busy Indicator and Dynamic Busy Indicator, Phone Books and Logbook.

Busy indicator Busy indicator The Busy Indicator places in a matrix all the subscribers you have selected. Doubleclicking a subscriber field calls the subscriber in question. A subscriber’s current status, i.e. free, busy, dialling or absent, is indicated by icons (see "Icons", page 19). If your Office 1560/1560IP is synchronized with an Microsoft Exchange server, the absence information from the Outlook calendar is also integrated and displayed. Alternatively a field in the matrix can also be assigned with a function, team or number key. You can set up several busy indicators which are then arranged as individual tabs in the module view. Dynamic busy indicator To scan the status of a subscriber not displayed on the busy indicator, you can drag the subscriber entry you want from any given situation from the subscriber list to a field in the dynamic busy indicator, thereby setting up a temporary subscriber field. The dynamic busy indicator is then reset whenever you exit your Office 1560/1560IP. If you are handling a very large number of subscribers on your busy indicators, the dynamic busy indicator helps you to quickly access the most important subscribers at any given moment.

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Phone books You can store several personal phone books into the personal phone book directory. This directory is empty after the first installation. Besides this, they are available 2 further pre-defined phone books: All contacts stored in the system as abbreviated dialling numbers are available for all subscribers under the phone book Public while under the phone book PBX subscribers you will find the internal subscriber card files. In the module view each of the phone books is accessible using its own tab. If your company uses an Microsoft Exchange server to manage its contacts and appointments, your Office 1560/1560IP can be synchronised with the server. This allows you, on the one hand to synchronize your private contact folders in the Microsoft Outlook with the personal phone books of your Office 1560/1560IP, and on the other hand provides you directly access to Microsoft Exchange company contacts stored in your public phone book.

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Logbook The logbook logs all the incoming and outgoing calls as events. Each entry not only provides useful information but also tells you the nature of the event, when it took place, the user involved and how long the event lasted. You can also add a short note for each entry (both during and after a call). To find the entries you want quickly in the logbook, you can specify which entries are to be displayed. You can choose from a number of criteria such as name, date, time, connection type or call destination. You can of course also dial a connection directly from the logbook by simply doubleclicking the entry in question. Logbook data can also be hidden for reasons of data protection. When data protection is activated, the entries displayed are those corresponding only to those calls which you handled personally. Data protection is activated or deactivated by your system adminstrator. The system adminstrator also determines the length of time the entries are to be retained in the logbook before they are deleted (entries which contain notes are not deleted automatically).

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Quick reference Functions Input line functions Redial key: Retrieves the 20 last numbers dialled

Notepad key: Buffers numbers during a call or in the idle state.

Toolbar functions

Open Ascotel Feature Wizard (AFW)

Switch over between Company A and B (this function is only availbale when no operator console groups have been setting up)

Open the Ascotel Feature Wizard (AFW) with the parameters of the active connection

Log on/out from operator console groups

Actrivate and deactivate DTMF

Break (logout temporarily from all operator console groups)

Open subscriber card file

MCID; activate malicious call monitoring

Create new subscriber card file

Send e-mail (opens the e-mail application)

Open notepad

Advanced search (search contacts into the own and into the external directories)

Page view

Activate stand-in

Print

Context-sensitive help: Click the icon and then on the field to learn more about it.

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Quick reference Toolbar functions Mute microphone (ON/OFF)

Activate and deactivate acoustic signalling

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Quick reference Icons Call connection status Operator call/Personal call

Green:

Connection established

Internal call, incoming

Blue:

Subscriber is called

External call, incoming

Red:

Subscriber is busy

Internal call, outgoing

Yellow:

Recall

Green:

Talking

Blue:

Subscriber is called

Amber:

Subscriber is making a call

Yellow:

Subscriber is busy

External call, outgoing

Parked call

Subscriber status Internal / external connection

Subscriber is free

Subscriber has forwarded the call / is not available

Logged into the operator console group / logged in and break

Subscriber is absent / on holiday

Subscriber is sick, or at the doctor's / in a training course

Subscriber is absent on business / in military or civilian service

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Quick reference Hotkeys You can enter your hotkeys in the corresponding framed input fields. To the right, the default values are shown. Enter the hotkeys either online in Adobe Acrobat Reader or by hand on a printout. Hotkey

20

Default value Ctrl+1, F3

Jump to the information and control elements

Ctrl+2

Jump to the module view

Ctrl+3

Jump to the internal queue

Ctrl+4

Jump to the external queue

Ctrl+B

Open busy indicator

Ctrl+I

Open internal phone book

Ctrl+E

Open public phone book (external)

Ctrl+R

Open private phone book

Ctrl+L

Open logbook

Alt+F8

Callback

Alt+F9

Redial

Alt+F10

Notepad

F11, F12

Answer call in the internal queue in the 1./2. line:

Shift+F11 (F12)

As above and open subscriber card filed at the same time

F5...F8

Answer call in the internal queue in the 1. to 4. line

Shift+F5 (...F8)

As above and open subscriber card filed at the same time

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Quick reference

User-defined hotkeys

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Index A

L

Advanced search ............................................................11 Alternative destination .................................................. 9 Ascotel Feature Wizard (AFW) ...................................12 Availability .......................................................................... 6

Logbook ............................................................................16

M

B

Main user console ..........................................................10 Media device ..................................................................... 3 Modules of the Office 1560/1560IP .........................14

Background mode .........................................................12 Busy indicator ..................................................................14

O

C

One number user concept ........................................... 5 Operating .........................................................................10

Call connection status ..................................................19

D

P

Different workplaces ...................................................... 8 Document information .................................................. 7 Dynamic busy indicator ...............................................14

Phone books ....................................................................15 Professional operator console .................................... 8 Protection against listening in and recording ...... 6 Purpose and function ..................................................... 5

E

Q

E-mail integration ..........................................................11 Exclusion of Liability ....................................................... 6

Quick reference ..............................................................17

F Functions ..........................................................................17

Safety information ........................................................... 4 Starting ................................................................................ 9

G

T

Group tool .......................................................................... 8

Toolbar functions ..........................................................17 Trademarks ........................................................................ 6

H

S

Hotkeys ..............................................................................20

U

I

User information .............................................................. 4 User-defined hotkeys ...................................................21

Icons ....................................................................................19 Input line functions .......................................................17

W

K

Working within the group ..........................................13

Keyboard operation ......................................................12

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Declaration of Conformity Aastra Telecom Schweiz AG hereby declares that • the Aastra 400 and Aastra IntelliGate® products conform to the basic requirements and other relevant stipulations of Directive 1999/5/EC. • all our products are manufactured in conformity with RoHS and WEEE (2002/95/EC and 2002/96/EC). The product-specific declarations of conformity can be found on the Aastra 400 or Aastra IntelliGate® DocFinder: www.aastra.com/docfinder.

Exclusion of Liability Aastra® is a registered trademark of Aastra Technologies Limited. Technical modifications and product availability subject to change without notice. Copyright © 2011 Aastra Technologies Limited