ANPI VIP Receptionist · 4.1.20 Resume Conference 10 4.1.21 Hold or Resume Conference Participant 10 4.1.22 Leave Conference 10 4.1.23 End Conference 10 4.1.24 Barge In on Call 10

ANPI VIP

Receptionist User Guide

Updated: 5.19.15

Table of Contents

3243 S. Meadowbrook Rd, Springfield, IL 62711 877-366-2674 anpi.com 2

SECTION 1: ANPI VIP RECEPTIONIST OVERVIEW 4

SECTION 2: ANPI VIP RECEPTIONIST USER 4

2.1 Assign User 4

SECTION 3: ANPI VIP RECEPTIONIST CLIENT SET-UP 4

3.1 Configure the ANPI VIP Receptionist Client 5 3.2 Log In to ANPI VIP Receptionist Client 5

3.2.1 Sign-in Restrictions 6 3.2.2 Sign Out 6 3.2.3 Change Your Password 6

3.3 Change Your IM&P Presence State 7 3.3.1 Change Presence State 7 3.3.2 Set an IM&P Status Message 7

SECTION 4: USING THE ANPI VIP RECEPTIONIST CLIENT 8

4.1 Manage Calls 8 4.1.1 Dial Contact 8 4.1.2 Dial Ad Hoc Number 8 4.1.3 Redial Number 8 4.1.4 Dial from Call History 8 4.1.5 View Current Calls 8 4.1.6 View Incoming Calls Details 8 4.1.7 Answer Call 8 4.1.8 Hold Call 8 4.1.9 Resume Call 8 4.1.10 End Call 9 4.1 11 Blind Transfer 9 4.1.12 Supervised Transfer 9 4.1.13 Transfer with Consultation 9 4.1.14 Transfer to Voicemail 9 4.1.15 Transfer to Queue 9 4.1.16 Camp on Busy Contact 10 4.1.17 Directed Call Pickup 10 4.1.18 Start Three-Way Conference 10 4.1.19 Hold Conference 10 4.1.20 Resume Conference 10 4.1.21 Hold or Resume Conference Participant 10 4.1.22 Leave Conference 10 4.1.23 End Conference 10 4.1.24 Barge In on Call 10 4.1.25 View Call History 11 4.1.26 Receive Calls from Queues 11 4.1.27 Enable Call Waiting and Auto Answer 11

Table of Contents


4.2 ANPI VIP Receptionist Interface 11 4.2.1 Call Console 11 4.2.2 Contacts Pane 12 4.2.3 Queued Calls Pane 12 4.2.4 Settings, Full Screen and Help Links 12

4.3 Manage Contacts 13 4.3.1 Show Directories 13 4.3.2 Monitor Contacts Statically 13 4.3 3 Monitor Contacts Dynamically 13 4.3.4 Contact Phone and Calendar States 13 4.3.5 Make Notes About 13 4.3.6 Manage Speed Dial and Personal Directories 13 4.3.7 Perform Quick Search 14 4.3.8 Perform Regular Search 14 4.3.9 Create Directory from Search Results 14

4.4 Instant Messaging 14 4.4.1 Monitor Presence of Contacts 14 4.4.2 Set Your Presence State and Message 14 4.4.3 Presence States 15 4.4.4 Accept Chat and Presence Subscription Request 15 4.4.5 Chat with Contact 15 4.4.6 Create a Multi-User Chat 15

4.5 Manage Queues 15 4.5.1 Display Queued Calls 15 4.5.2 Retrieve Call from Queue 15 4.5.3 Transfer Call to Queue 15 4.5.4 Change Position of Call in Queue 15 4.5.5 Transfer Call to Top of Queue 16 4.5.6 Transfer Call to Contact or Ad-Hoc Number 16

4.5 Keyboard Shortcuts 17

ANPI VIP Receptionist


Section 1: ANPI VIP Receptionist Overview ANPI VIP Receptionist is a hosted client for use by receptionists or operators who manage and screen inbound calls. It is a feature-rich solution that is seamlessly integrated into the ANPI VIP Hosted Unified Communications solution, and provides an easy, efficient way to to monitor users and handle calls.

ANPI VIP Receptionist is set up and managed through the ANPI VIP Customer Administration Portal.

Section 2: ANPI VIP Receptionist User Users need to be designated as an ANPI VIP Receptionist. The Administrator will need to log in to the Customer Administration Portal at vip.anpi.com to do so, and provide users access.

2.1 Assign User To designate someone as an ANPI VIP Receptionist user, locate the user in the Administration and Access widget and click Edit.

1. Scroll through the settings, then click Receptionist. 2. Set Grant Receptionist Client Access to On. 3. Click the Select Extn drop-down arrow and select a user extension for the license. The

number of Licenses Used goes up by 1.

Note: This setting is only available if you have purchased an ANPI VIP Receptionist client license.

Section 3: ANPI VIP Receptionist Client Set-up ANPI VIP Receptionist is a hosted client that allows you to monitor other users’ lines. A receptionist can more effectively facilitate and address incoming calls by using the ANPI VIP Receptionist client. The client has the following tabs to group actions or content:

1. Logo pane – The Logo pane displays links to other pages or functions of ANPI VIP Receptionist and provides information about the logged user. It also displays error, warning and information messages to the user.

2. Call Console – This is where you view and manage your current calls. 3. Queued Calls pane – This is where you manage queued calls. You need to have the ANPI VIP

Call Center Supervisor service assigned to have access to this feature.



4. Contacts pane – This pane contains your contact directories, which you use to make calls to contacts and monitor selected contacts.

5. Settings pages – You use the Settings pages, accessed via the Settings link, to configure various aspects of ANPI VIP Receptionist.

6. Call History dialog box – You use the Call History dialog box to view and return your past calls.

7. Chat windows – You use a Chat window to chat with Instant Messaging and Presence (IM&P) contacts.

3.1 Configure the ANPI VIP Receptionist Client To configure the ANPI VIP Receptionist Client, there is an ANPI VIP Receptionist widget within the Customer Administration Portal (Services Tab). You can edit a user’s client configuration by selecting users you want to monitor (see line status) by default.

1. Locate the user whose configuration you want to edit and click in the Actions column.

2. The Edit Receptionist Profile dialog box will open. Scroll or search to find the user that you

want to monitor.

3. To move a user into the monitored group, click to highlight their name in the left pane and

click .

4. To remove a user from the monitored group, click to highlight their name in the right pane

and click . 5. Click Save.

3.2 Log In to ANPI VIP Receptionist Client You can log in to your web-based client using this URL: https://client.anpi.com/receptionist.

A username and password are required to access the client.

For those with VIPremier and VIProfessional seat packages, your username is the same as your VIPresence username. For VIPrecision users, your username is [email protected].

https://client.anpi.com/receptionist



The password for those customers who have synchronized their password using the sync password functionality will be the same as the password used for portal login.

3.2.1 Sign-in Restrictions

You can only have one active ANPI VIP Receptionist session at a time. When you sign in from a second location, you are automatically signed out from the original location, which will display the following message: “You have been signed-out as you have signed in from another location.”

3.2.2 Sign Out

1. Click the Sign Out link at the top right-hand side of the main interface. A message appears asking you whether you would like to save your current workspace.

2. Click Yes to save your current workspace. This allows you to retain the same setup at your next session.

3.2.3 Change Your Password

1. At the top right-hand side of the main interface, click the Settings link. The Settings – General page appears.

2. In the Account area, click the Change Password link. The area expands allowing you to change your password.

3. Enter your current and new password and click Change Password.

Note: The Reset button does not reset your password. It only clears the input boxes.



3.3 Change Your IM&P Presence State

When you sign in to ANPI VIP Receptionist, the client connects to the Instant Messaging and Presence (IM&P) server and sets your presence state to “Available.” You can change your presence state and provide a status message to display to your contacts. The possible states are Available, Busy, Away and Offline. When you are in Available, Busy or Away states, you are considered to be online. IM&P capabilities are only available when you are online.

3.3.1 Change Presence State

1. Click the Presence box at the top right-hand side of the main window and select the new state from the drop-down list.

2. When you are online, you can set a status message to display to your contacts.

3.3.2 Set an IM&P Status Message

1. Click the Edit button next to the Presence box. The Set IM Status dialog box appears.

2. Enter your message and click OK.

3. To see your message, move the mouse over the Edit button . A ToolTip with your presence massage appears.



Section 4: Using the ANPI VIP Receptionist Client

4.1 Manage Calls

4.1.1 Dial Contact

1. In the Contacts pane, click the target directory tab.

2. Click the contact and then click CALL for that contact.

4.1.2 Dial Ad Hoc Number

In the Dialer, enter the number and click Dial .

4.1.3 Redial Number

Up to 10 previously dialed numbers are available.

1. In the Dialer, click Redial. A list of recently called numbers appears.

2. From the list, select the number to call.

4.1.4 Dial from Call History

1. In the Call Console, click Call History .

2. In the dialog-box that appears, select Placed Calls, Received Calls or Missed Calls from the Show drop-down list.

3. Click a call log and then click Call for that log.

4.1.5 View Current Calls

Your current calls are always visible.

To display the details of the conference call, click the Expand button in the Conference Call panel.

4.1.6 View Incoming Calls Details

When you receive a call, you are displayed the name and number of the caller. For calls from a call center, the call center name and diversion information (if applicable) is displayed, in addition to the caller’s name and phone number.

4.1.7 Answer Call

In the Call Console, move the mouse over an incoming call, then click ANS for that call.

4.1.8 Hold Call

This function is not available from a remote office.

In the Call Console, move the mouse over the call, then click HOLD for that call.

4.1.9 Resume Call

This function is not available from a remote office.

In the Call Console, move the mouse over the call, then click ANS.



4.1.10 End Call

In the Call Console, click END for the call to end. The call is removed from the Call Console.

4.1 11 Blind Transfer

Calls can be blind transferred while active, held or ringing (in).

1. In the Call Console, select the call to transfer.

2. To transfer the call to an ad hoc number, enter the number in the Dialer, then click Transfer.

3. To transfer the call to a contact, click a contact in one of the Contacts directories, then click TXR for that contact.

4.1.12 Supervised Transfer

To transfer an active inbound call with supervision:

1. In the Call Console, select the call.

2. Dial the number or contact to whom you want to transfer the call.

3. If the number is busy, either retry or dial another number.

4. Move the mouse over the new call and click TXR.

4.1.13 Transfer with Consultation

Calls can be transferred while active, held or ringing (in).

1. Dial the number or contact to whom you want to transfer the call.

2. When the call is answered, speak to the party.


4. Move the mouse over the new call and then click TXR.

4.1.14 Transfer to Voicemail


2. In the Contacts pane, click a contact with voicemail (in the Group/Enterprise or Favorites directory), then click VM for that contact.

3. To transfer the call to your own voicemail, select yourself.

4.1.15 Transfer to Queue


2. In the Contacts pane, click the Queues tab.

3. Click a queue, then click TXR for that queue.



4.1.16 Camp on Busy Contact

You can camp external calls trying to reach a busy extension. The call is transferred when the destination becomes available.

In the Call Console, select the call to camp.

In the Group/Enterprise or Favorites directory, click a busy or ringing contact, then click CAMP for that contact. The call is camped and removed from the Call Console.

If the call timer expires before the call is answered, the call is recalled to your device and reappears in the Call Console.

4.1.17 Directed Call Pickup

You can answer a call on behalf of another person.

1. In the Contacts pane, click the Group/Enterprise or Favorites directory tab.

2. Click a ringing contact and click ANS. The call appears in the Call Console.

4.1.18 Start Three-Way Conference

1. If necessary, place calls to participants.

2. In the Call Console, select one of the calls to conference.

3. Move the mouse over the non-selected call, then click CONF. The calls are moved to the Conference Call panel.

4.1.19 Hold Conference

To hold the conference, in the Conference Call panel header, click HOLD.

4.1.20 Resume Conference

To resume the conference, in the Conference Call panel header, click ANS.

4.1.21 Hold or Resume Conference Participant

1. To place a participant on hold, click HOLD for the target call.

2. To resume a participant, click ANS for the target call.

4.1.22 Leave Conference

To leave the conference, click LEAVE in the Conference Call panel header. The other parties stay connected, but the calls are removed from the Conference Call panel. Note that you can only leave a Three-Way conference.

4.1.23 End Conference

To end the conference, click End in the Conference Call panel header. The calls are terminated and removed from the Conference Call panel.

4.1.24 Barge In on Call

1. Click the target directory tab.

2. Click a busy contact and then click BARGE. A Three-Way Conference is established.



4.1.25 View Call History

1. In the Call Console, click Call History . The Call History dialog box displays your placed, received and missed calls.

2. To view call logs in a group, select the group from the Show drop-down list.

4.1.26 Receive Calls from Queues

To start or stop receiving calls from queues:

1. Click the Settings link at the top right-hand corner of the main interface, then click the Application tab.

2. In the Queue Memberships section, check the Queue box for each call center to join.

3. In the Operator Policies section, select your Post Sign-In ACD State from the drop-down list.

4.1.27 Enable Call Waiting and Auto Answer

To enable Call Waiting, click Call Waiting in the Call Console.

To enable Auto Answer, click Auto Answer in the Call Console.

Note: This feature works only if your device is Advanced Call Control (ACC)-compliant. In addition, if Auto Answer is enabled on the server, you must not enable Auto Answer in the client.

4.2 ANPI VIP Receptionist Interface The main elements of the ANPI VIP Receptionist interface include:

Call Console

Contacts Pane

Queued Call Pane

Setting and Help Links

4.2.1 Call Console

The Call Console is where you manage your current calls. It contains the following:

Main Area – The main area of the Call Console lists your current calls and allows you to perform actions on them.

Dialer – This allows you to make ad hoc calls and redial up to 10 of the most recently dialed numbers.

Conference panel – This lists the call legs of your current conference call and allows you to take actions on conference calls.



For each call, the following are displayed: name and the phone number of the remote party (if available), the call state, the duration of the call and (for held calls) the time the call has been on hold. For a recalled call, information about the user against whom the call had been parked also appears.

4.2.2 Contacts Pane

You use the Contacts pane to call, monitor and manage your contacts. The pane lists available contact directories.

Favorites – Contacts whose status you are (statically) monitoring, which are configured on the web portal

Enterprise – Contacts in your enterprise or group

Personal – Contacts in your Personal directory on ANPI VIP

Speed Dial – Speed dial numbers Speed Dial service

Queues– Your call centers

Instant Message – Your monitored IM&P contacts

Outlook– Your Outlook contacts, if the Outlook feature is configured

Managed Contacts – Contains dynamically managed contacts

LDAP Search Results – Read-only access to Lightweight Directory Access Protocol (LDAP) contacts via the Search feature, if the LDAP feature is configured

o The Contacts pane also contains the Search tab and capabilities, which you use to search for contacts

4.2.3 Queued Calls Pane

You use the Queued Calls pane to manage queued calls. This pane displays calls in selected call centers that you are managing. For each call, the following information is provided:

Call Status icon, which can be:

o Call is waiting to be answered

o Message is being played to caller

o Call was reordered

o Call was bounced

Name/number of the call center (or Dialed Number Identification Service [DNIS], if applicable)

Total call time, including the time in the current queue (displayed in parentheses)

o Clicking a call expands the call to show additional data:

Position of call in queue

Name and number of the calling party (if available)

4.2.4 Settings, Full Screen and Help Links

The Settings link, when clicked, displays the Settings page, allowing you to configure Receptionist.

The Full Screen link, when clicked, displays the Receptionist main window in full-screen mode.

The Help link, when clicked, opens the ANPI VIP Receptionist User Guide in PDF format.



4.3 Manage Contacts

4.3.1 Show Directories

1. At the top of the Contacts pane, click the drop-down arrow to the right of the directory tabs.

2. From the list that appears, select the directory to display. The directory tab displays at the top of the Contacts pane and its contents appear in the Contacts pane.

3. To remove a directory tab from the Contacts pane, click the Close button on the tab for that directory.

4.3.2 Monitor Contacts Statically

The Favorites directory, configured on the ANPI VIP Customer Administration Portal, displays the phone state of contacts you have selected. This is called static monitoring.

4.3 3 Monitor Contacts Dynamically

In the Enterprise directory, click the contact’s status icon. The contact is monitored and added to the Monitored Contacts directory. This is referred to as dynamic monitoring.

4.3.4 Contact Phone and Calendar States

The possible contact phone states are Available, On a Call, Ringing, Do Not Disturb,

Private, Forwarding and Unknown. In addition, the following states show the contact's calendar

presence: In a Meeting and Away.

Note: If a call is parked against a contact that you are monitoring, either statically or dynamically, the information about the parked call also appears.

4.3.5 Make Notes About

You can make notes about contacts in the Group/Enterprise, Favorites, Custom or Monitored directories.

1. Click the target directory tab.

2. Click the Notes link for the contact.

3. Enter or modify information in the Notes for <Contact Name> dialog box.

4. To save your changes and close the dialog box, click OK. To close the dialog box without saving, click Cancel.

4.3.6 Manage Speed Dial and Personal Directories

1. In the Speed Dial or Personal tab, click Edit . The Edit Speed Dials/Edit Personal Contacts dialog box appears.

2. To add an entry, click Add. A new row appears.

For a Speed Dial entry, select the dial code and enter the number and description of the contact.

For a Personal entry, enter the name and number.

3. Do delete an entry, select the entry, then click Delete.

4. To modify a Speed Dial entry, double-click the entry to make it editable, then modify as necessary.

Note: The personal and Speed Dial entries are synced with ANPI VIP.



4.3.7 Perform Quick Search

1. Select the directory to search and order it by the column to search.

2. Check the Quick Search box.

3. From the keypad that appears, select a single character. The contacts that start with the selected character (in the selected column) appear in the directory.

4.3.8 Perform Regular Search

1. Select the directory to search or click the Search tab to search in all directories.

2. If searching in a specific directory, make sure that the Quick Search box is unchecked.

3. In the Search text box, enter the text for which you want to search. You can enter partial information (at least two characters).

4. To restrict the search to contacts that start with the entered string, check the Begins with box.

5. If searching in a specific directory, select the column to search by from the drop-down list. You can select a specific column or all columns. In the Search tab, all columns are searched.

6. Click the Search button.

4.3.9 Create Directory from Search Results

1. Perform a search on a single column in a specific directory.

2. When the results appear, click the Pullout button . A new tab is created that contains the results of the search.

Once closed, a search results tab cannot be reopened.

4.4 Instant Messaging Since you have instant messaging on ANPI VIP (VIPremier and VIPreofesional seats), you can chat with your contacts and monitor the presence (status) of selected contacts.

4.4.1 Monitor Presence of Contacts

To monitor the presence of a contact, you first need to subscribe to the contact.

1. In the Instant Message tab, click Edit . The Edit Instant Message Contacts dialog box appears.

2. Click Add and enter the display name and a valid Presence ID of the contact in the new row. A subscription request is sent to the contact.

3. Alternatively, click the Presence icon of an unsubscribed contact .

4.4.2 Set Your Presence State and Message

1. Click the Presence box at the top right-hand side of the main window and select your new state from the drop-down list.

2. Click Edit next to the Presence box and enter a message to display to other users in the dialog box that appears.



4.4.3 Presence States

The possible states are Available , Busy , Away and Offline . In addition, the following states

are displayed in some directories, for users you are not monitoring: Not Subscribed and Pending

Subscription .

4.4.4 Accept Chat and Presence Subscription Request

When you receive a request from another user, to accept the request, click Yes in the dialog box that appears. The contact is added to the Instant Message directory, if it is not already there.

4.4.5 Chat with Contact

1. To chat with one of your Chat and Presence contacts, click the Chat button for the contact. A chat window appears.

2. Enter your message in the text box at the bottom of the window and press ENTER.

a. You can have more than one chat window open. You can also accept chat requests from contacts.

4.4.6 Create a Multi-User Chat

1. Click the Add button in a current chat window. A drop-down list of available contacts appears.

2. Check the check box next to each contact to invite them to the chat and click the Invite button. When a contact joins the chat, a notification appears in the log area of the chat window.

3. To leave the chat, close the dialog box.

4.5 Manage Queues

4.5.1 Display Queued Calls

To monitor calls in queues, you must select the queues to display in the Queued Calls pane.

1. In the Queued Calls pane, click Options and select the Edit Queue Favorite Dialog menu item.

2. In the dialog box that appears, check the call centers to display, then click Save.

4.5.2 Retrieve Call from Queue

1. In the Queued Calls pane, expand a Call Center panel.

2. Click the call and click RETRIEVE for that call. The call appears in the Call Console and you treat it as any other call.

4.5.3 Transfer Call to Queue

1. In the Queued Calls pane, expand a Call Center panel, then select a queued call.

2. In the Contacts pane, expand the Queues panel.

3. Click a queue, then click TXR for that queue. The call is transferred to the bottom of the queue.

4.5.4 Change Position of Call in Queue


2. Click the call, then click REORDER for that call.

3. From the drop-down list that appears, select a new position.



Note: You cannot place a call ahead of a bounced call.

4.5.5 Transfer Call to Top of Queue


2. Click the target call, then click REORDER for that call.

3. From the drop-down list that appears, select Send to Front.

4.5.6 Transfer Call to Contact or Ad-Hoc Number

1. In the Queued Calls pane, select a queued call.

2. To transfer the call to a contact, click the contact in the Contacts pane, then click TXR for that contact.

3. To transfer the call to an ad hoc number, enter the number in the Dialer, then click Transfer in the Dialer.



4.5 Keyboard Shortcuts Key Equivalent Mouse Action

ESC Click the Close button in a dialog box.

ESC Cancel the changes.

/ Click the Dialer text box.

? Click the Search text box.

ARROW DOWN Click the scroll bar or the next item on a list.

ARROW UP Click the scroll bar or the previous item on a list.

PAGE DOWN Scroll down one page.

PAGE UP Scroll up one page.

1….9 Select a call in the Call Console.

SPACEBAR Click Answer on the selected incoming call in the Call Console.

<PERIOD> Click End on a selected call in the Call Console.

ENTER Click Dial.

ENTER Click Search.

+ Click Transfer in the Dialer.

SHIFT+1..9 Select a ringing call and click Answer.

SHIFT+1..9 Select an active call and click Hold.

SHIFT+1..9 Select a held call and click Retrieve.

S or s Click on Settings link.

B or b Click on the Back to Application link.

R or r Click the Call History button.

H or h Click the Help link.

SHIFT+L or SHIFT+l Click the Sign Out link.

Documents

ANPI VIP Receptionist · 4.1.20 Resume Conference 10 4.1.21 Hold or Resume Conference Participant 10 4.1.22 Leave Conference 10 4.1.23 End Conference 10 4.1.24 Barge In on Call 10