Windows BOC 3.3 User Guide - Messaging and Paging

Table Of Contents

Messaging and Paging

Bridge Operator Console users will have menu options upon right clicking on a given extension, allowing them to send a message to that phone.

Messaging








Bridge Operator Console users now have the ability to page another users phone. 

This is done using using uni-cast streaming for 1 to 1 and multicast streaming for 1 to many, and won't use either user's phone line or interrupt an existing call.

Paging

Windows BOC 3.3 User Guide - Phonebooks

Table Of Contents

Phonebooks

Bridge Operator Console provides 3 phone books for numbers that aren't part of the phone system.


1. My Address Book (MyAB) - These are visible only to you. You can call, transfer, email, and delete users from this list.
It can be accessed on the main screen via the tabs, or as a separate pop out window via the Ribbon.









2. Global Address Book (GAB) -

The global address book contains records visible to all users.  By default, no user has access to edit the GAB.
The system administrator can decided who has rights to add / edit / and delete records in this database from the Phone System Settings Tool on the server.

All users have the rights to call and transfer calls to these records.







3. Active

Directory Phonebook - The Active Directory Phonebook will show users in AD if the BOC TAPI server is configured to get its name, department, and title information from Active directory.

Windows BOC 3.3 User Guide - Forwarding

Table Of Contents Forwarding

Bridge Operator Console provides the ability to forward a phone via 2 methods. The first method will forward the phone, the same way the user does when using the buttons on the phone. This method can be access via the right click on a user's extension. Once a forward is set, a phone message and tone is sent to the user's telephone alerting them to who forwarded their phone if Phone Messaging has been configured.

The second method involves using the BOC server to redirect calls bound for one extension to another destination for a specified amount of time.  This option can be accessed from the Timed Forward icon in the ribbon.

Windows BOC 3.3 User Guide - Excluding Objects

Table Of Contents

Excluding Objects

Excluding an extension, location object, park position, or extension group from view is easy in Bridge Operator Console. Simply right click on the object to exclude, and select the appropriate task as show below. Be aware, you are hiding an extension number (DN) not just the name. If the DN is reassigned to another user, that user will not appear either. Extension Groups Location Objects Extensions (DN)

To manage exclusions select Manage Excluded Objects in the Ribbon at the top.

Windows BOC 3.3 User Guide - Parking Lot

Table Of Contents Parking Lot

The parking lot will show information about all of the calls parked on the system. It is visible to all BOC users, although certain park numbers can be excluded from view, if so desired.

The chainlink buttons allow you to change the size of the parking lot area visible, and you can hide from view with the toggle button in the upper left corner.  The parking lot provides much information about the parked calls, as well as the person it was parked for, and who parked the call.

Windows BOC 3.3 User Guide - Extension Status

Table Of Contents Extension Status Information

Bridge Operator Console provides user status information from many sources. The status columns include 1. Call Status                   2. Other Status 3.  Hunt Group Status       4. Chat Status Call Status - call status information will include a ringing, talking, or hold state of a particular user's phone. BOC will also show caller id information as well as total call time in columns to the right. Other Status - other status information can include things like DND and CFWD status on the phone, Skype for Business or Jabber XMPP status, BOC status which can be set by BOC users, Exchange calendar status with our optional Exchange Connector. Hunt Group Status - Hunt group status will display if a particular user is logged in our out of hunt groups. This is useful for users who need others to cover their phone calls. Chat Status - Chat status can display user's chat availability via BOC, Skype For Business (with free connector), and XMPP (Jabber).  BOC can also determine if a given user has that program installed and allow you automate chat messages via Skype for Business or Jabber so you can chat outside BOC without ever having to switch programs. You can open a Key to show a reminder on the various icons mean.

Windows BOC 3.3 User Guide - Call Control

Table Of Contents Table Of Contents Call Control

Call control allows you perform an operation on the selected call in your HUD using the computer rather than the phone. There are different types of operations and methods for accessing each detailed below. Blind Transfer Supervised Transfer  Voicemail Transfer Free Form Transfer Answering a Call  Hanging up a Call Hold Call  Resume Call Park  Park For Blind Transfer AKA Direct Transfer Drag and Drop - Click and hold the mouse on either the HUD, or a particular call in the My Calls box. Now drag that call to an item in the Locations Objects, Extensions, My Address Book, or Global Address Book and release the mouse.  The first time you do this you will be presented with a popup asking what you want to do.  Select Transfer at the top to complete a blind transfer operation.  The call should leave your phone and you should be able to see it's process in the transfer follow pop up window (if enabled).

Double Click - If you are on a call you can double click an item in the Locations Objects, Extensions, My Address Book, or Global Address Book to perform a blind transfer.  You will receive the same popup you did in the drag and drop shown above, simply select the Transfer button to complete the transfer. Keyboard - To perform a blind transfer with the keyboard, you must do one of two things. 1. Search until only that user is visible in the extensions section. 2.  Highlight that user with the mouse.  Once one of those conditions exists, you may complete a blind transfer by clicking [CTRL T] at the same time. Right Click - When you right click on an item in the Locations Objects, Extensions, My Address Book, or Global Address Book you'll receive a menu popup, select Transfer to complete a blind transfer of the call you have selected in the HUD. Extensions  My Address Book Location Objects Global Address Book

Supervised Transfer AKA Consult Transfer or Attended Transfer Drag and Drop - Click and hold the mouse on either the HUD, or a particular call in the My Calls box.  Now drag that call to an item in the Locations Objects, Extensions, My Address Book, or Global Address Book and release the mouse.  The first time you do this you will be presented with a popup asking what you want to do.  Select Supervised Transfer at the top to start a supervised transfer operation.  At this point your phone will out dial to the selected destination.  You will be presented with a pop up window with 5 choices at that point.  Click Complete Transfer, Abort Transfer to hang-up and resume original call,  Voicemail to send the call straight to voicemail. Park Call to do a general park, and Park For to park the call for the target user. Double Click - If you are on a call you can double click an item in the Locations Objects, Extensions, My Address Book, or Global Address Book to perform a supervised transfer.  You will receive the same popup you did in the drag and drop shown above, simply select the Supervised Transfer button to start the transfer.  At this point your phone will out dial to the selected destination.  You will be presented with a pop up window with 2 choices at that point.  Click yes to complete the supervised transfer, or no to hang-up and resume the original call.

Keyboard - To perform a supervised transfer with the keyboard, you must do one of two things.  1. Search until only that user is visible in the extensions section.  2.  Highlight that user with the mouse.  Once one of those conditions exists, you may start a supervised transfer by clicking [CTRL / ] at the same time.  At this point your phone will out dial to the selected destination.  You will be presented with a pop up window with 2 choices at that point.  Click yes to complete the supervised transfer, or no to hang-up and resume the original call.

Right Click - When you right click on an item in the Locations Objects, Extensions, My Address Book, or Global Address Book you'll receive a menu popup, select Supervised Transfer to start a supervised transfer of the call you have selected in the hud.  At this point your phone will out dial to the selected destination.  You will be presented with a pop up window with 2 choices at that point.  Click yes to complete the supervised transfer, or no to hang-up and resume the original call.

Voicemail Transfer Drag and Drop - Click and hold the mouse on either the HUD, or a particular call in the My Calls box.  Now drag that call to an item in the  Extensions and release the mouse.  The first time you do this you will be presented with a popup asking what you want to do, simply select the Transfer Call to Voicemail button to complete the transfer.  Double Click - If you are on a call you can double click an item in the Extensions  to perform a voicemail transfer.  You will receive the same popup you did in the drag and drop shown above, simply select the Transfer Call to Voicemail button to complete the transfer.  Keyboard - To perform a voicemail transfer with the keyboard, you must do one of two things.  1. Search until only that user is visible in the extensions section.  2.  Highlight that user with the mouse.  Once one of those conditions exists, you may complete a voicemail transfer by clicking [CTRL M] at the same time. Right Click - When you right click on an item in the Extensions  you'll receive a menu popup, select Transfer Call to Voicemail to complete a voicemail transfer of the call you have selected in the hud.

Free Form Transfer

A Free form transfer allows you to type any number into a box and have the call functions performed on that number, just as you would on and internal extension. To begin the free form transfer, you simply put in the number in the search box.  You will see and Auto Created entry appear.  Once visible, you can perform a multitude of actions on the number.       Answering a Call To answer a call in BOC choose one of these methods.  Double click the HUD area when a ringing call is selected.  Double click the call you wish to answer in the My Calls area.  Right click the call in the My Calls area and select Answer Call.  Use [CTRL  + ] on your keyboard to answer the selected call in the HUD.  Use the ribbon call control section to answer the call. Ribbon  Right Click on My Calls Hanging up a Call To hang-up a call in BOC choose one of these methods.    Right click the call in the My Calls area and select Hang up Call.  Use [CTRL  - ] on your keyboard to answer the selected call in the HUD.  Use the ribbon call control section to answer the call. Ribbon Right Click on My Calls Hold Call To hold a call in BOC choose one of these methods.    Right click the call in the My Calls area and select Hold Call.  Use [CTRL  H ] on your keyboard to answer the selected call in the HUD.  Use the ribbon call control section to hold the call. Resume Call To hold a call in BOC choose one of these methods.    Right click the call in the My Calls area and select Resume Call.  Use [CTRL  R ] on your keyboard to answer the selected call in the HUD.  Use the ribbon call control section to resume the call. Park To park a call for no one in particular like the telephone handset does, use one of the following methods.  Drag and drop from either My Calls, or the HUD directly into the parking lot.  Use [CTRL *] to put the select call in the HUD in park.  Right click on a call in My Calls and select Park Call.  Use the Park button in the call control section of the ribbon to put the selected call in the HUD into park. Park For To park a call for a particular use and have the BOC Server alert them via phone message, client message or xmpp use the Park For function.  There are several methods available including, right click on a user in the Extensions list and select Park For, or search until 1 user is visible and hit [CTRL F] on the keyboard.  If the user is running BOC they will also get a notification popup. Right Click Phone Screen Notification Message BOC Notification Message

Windows BOC 3.3 User Guide - Chat

Table Of Contents Chat

You can access chat functions in BOC by right mouse clicking on an extension. Once you do, available chat options will appear in the pop up menu. They will include an internal BOC chat, and possibly a 3rd party chat program as well, if so configured. Default BOC Integration Jabber Integration Skype for Business Integration  If you select a 3rd party chat such as Jabber, a chat window will appear in that program, like it would if were using it on it's own. If you select BOC (Chat with) you will get a windows similar to the one below. Just type a message and press enter or click send.