Tuesday, April 18, 2017

Windows BOC 3.3 User Guide - Main Screen Layout

1.  The Ribbon - The ribbon is the menu on the top of the window, it should be familiar to Microsoft Office users.  The ribbon contains sections for call control, status, phone books, hunt groups, other, group messaging, quick call, company information and logo, font and color settings, and some data tasks.  The ribbon will size and scale itself as needed depending on where you positions BOC, and how you size it.  The ribbon can be minimized by right clicking on it, or changing the setting in the BOC settings page.

2.  HUD (Heads Up Display) - The HUD shows you information about the current call you have selected.  This is your way of telling BOC which call you intend to hang up, transfer, answer, hold, resume, park etc.  If there is more than one call on your phone, you can change the call selected in the HUD by clicking on the desired call in the My Calls Section (3).  The HUD will show your information in the top left, a caller id picture if assigned in the top right, and the call detail below.  Call detail will include from left to right; the line on which the call is active (7007) in this case, the state of the call (TALK), the duration of the call (38 seconds), the caller id number (12126960100), the caller id name (Greg Wilson), and the call reason (Direct).  The call reason will explain why the call was received, in this case direct means someone called and it rang your phone.  If a call rings back you parked in the parking lot, it will have a reason code of [Reminder].  If the call was transferred to you [Transfer].  If you unparked a call [UnPark].  If the call was the result of a forward from another phone [UnconditionalForward].

3.  My Calls - The My Calls section will give you visibility of the calls on your phone.  You can sort it by clicking on any column.  You can perform drag and drop functions on any call, as well as right click for call control options.  When there are multiple calls available, ensure you select the call you wish to handle.  By default we will handle the first call taken, not necessarily the one you are currently speaking to.

4.  Extension Groups - The Extensions Groups section allows you to select and view the status of a particular group of extensions.  Right click options are available here for modification options.

5.  Location Objects - Location of objects allow you to call or transfer call to an object that is not a line on someone's phone.  Common examples are Hunt Pilots for Sales or Support Departments, or a conference bridge or a conference room phone.  These are defined by your system administrator.

6.  Parking Lot - The parking lot will show information about the parked calls on your system.  If they are parked using BOC they will have more status information than if they are parked with the telephone handset.  In settings you can define after how much time the calls in park can be color coded to yellow, orange, or red.  To get a call out of park, you can double click it.

7.   Search Toolbar  -  The search tool bar is used for finding objects.  It can search globally or in a particular extension group by toggling the Search Global check box.  It will also search for Extensions, My Address Book entries, and Global Address Book entries simultaneously.  You can also enable an option in settings to have it search and filter location objects.  The Predictive Search feature will automatically filter the results based on attributes on the inbound call.  The words Predictive Search will appear in the Search Box.  In the event that there is no match, you can clear the search box with the clear tool and search as needed.

If you wish to work with an external number, to dial, or to transfer a call to, simply type it in the Search Box.  An auto-created entry will appear.  You can right click to dial it.  If you have a live call, you could do a Supervised Transfer to the number.

8.   Extension List - The extensions list will show the extensions in either the selected extension group, or the search you have done.  You can customize the look and feel in the settings screens, change column sizes, sort by clicking on any column, and hover over a graphic for more details.  For more information about what a particular status icon means, you can click the key to the very right edge of the program.

9.  Status Bar - The status bar on the bottom will show you information about the version you are running, what mode it's in, whether your database is unreachable, HA failover has occurred, how many licenses you have and how many are in use, and some basic machine performance details.

  • A. Version number.  This will be green if the version is current.  It will turn yellow if there is an update to be applied the next time you exit the application.
  • B. Phone count.  The specifics of this number are not that important.  The number should be greater than zero, and should not be a multiple of the expected number of phones (2x or 3x would indicate an improperly installed Cisco TSP)
  • C. License count.  This will indicate a total number of licenses as well as the number in use.(50 licenses, and 1 in use in this graphic)
  • D. Connection type.  We offer two connection modes,  Hybrid (green leaf) and Sockets (red socket).  Socket mode is the default connection mode.
  • E. Broken Socket.   This indicates that the client is unable to connect to the BOC TAPI Connector.
  • F. Broken Database Connection.  This indicates that the client is unable to connect to either the primary database, or the HA database (when deployed).

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