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.

Windows BOC 3.3 User Guide - Extension Groups

Table Of Contents 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.  You can create a new extension group by selecting New Extension Group.  When prompted give the group a unique name, as select whether you would like it visible to only you, or to everyone.  If you select everyone, all users will be able to modify this group as well.  Once you pick an option you'll be presented with a screen allowing you to add and remove group members.  If the group has 0 members it will not be visible.

To edit an existing group, simply right click on the group and select Modify Extension Group. Add or remove members and close the window to save the changes. To delete a group, right click on the group and select Delete Extension Group.

Windows BOC 3.3 User Guide - Searching

Table Of Contents Searching

Bridge Operator Console provides a robust search engine.  It is located above the extensions area on the main screen. You may search for any part of a users first name, last name, phone number, title, department, or personal address book category. 1. Search box.  Enter a string to search for.  We recommend entering the more unique parts of a name for quicker results. 2. Clear Search. Rather than using the backspace to clear the box, we recommend using the Clear tool. 3. DTMF Dialpad.  The DTMF Dialpad will allow you to enter digits during a call.  For example to enter a conference ID number. 4. Predictive Transfer.  Click this will apply the Predictive Transfer query and suggest possible call targets. 5. Free Form Transfer.  (Alternate) If you wish to do a one-time transfer to an external number, you can use this icon to pop a dialog box. 6. Search Global.  All searches are global by default.  If you toggle this slider, you will focus the search to the current Extension Group. 7. Search Names Only.  By default, we search all columns.  If you toggle this slider, you will only search the Names column. When matches are found the number of matches is appended to each of the 4 tabs shown here.

Windows BOC 3.3 User Guide - Main Screen Layout

Table Of Contents

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).

Windows BOC 3.3 User Guide - Table Of Contents

Table of Contents

Main Screen Layout Parking Lot Location Objects Extension Groups Call Control Searching Extension Status Chat Forwarding Excluding Objects Phonebooks Messaging and Paging File Menu Settings

Windows BOC 3.3 User Guide - Location Objects

Table Of Contents Location Objects

Location of objects allow you to call or transfer call to an object that is not a line on someone's phone. These are defined by your system administrator. You may call or transfer calls to location objects via drag and drop, right click, or double click.