MiVoice Office Application Suite - Technical Manual
Button Actions
Both the centrally configured Client Toolbars buttons and the five user programmable buttons that come with the Softphone and Professional license (or above) can be configured to perform a range of features and functions.
Several of these buttons have pre-loaded actions that require certain parameters to be set for them to work.
Depending on which action is selected when adding the button, different parameters will be shown. Below is an outline of what each button will do and what parameters are required to be set.
| Action | Description |
|---|---|
| ACD end wrap | This button will terminate Wrap Up for a user and functions in the same way as ACD Agent Wrap Up Terminate (Default feature code 329). |
| ACD status | The ACD Status button can be used to log the users associated ACD Agent ID in or out. The parameter that can be set for this button is a specified hunt group or groups. When Hunt groups are specified this functions the same way as ACD Agent Login/out (Default feature codes 326/327 on the PBX. If this parameter is left blank then the button will be used in the same way as ACD Agent Toggle (Default feature code 328) and will log the Agent ID in or out of ALL groups configured on the PBX. |
| Add call history | Used to create a call history record using a supported plugin for a third-party CRM. |
| Agent Help | Used to invoke the Agent Help feature on the telephone system. Use of this softkey requires the necessary PBX configuration to have been performed. |
| Answer call | This feature will simply answer a ringing call at the extension. |
| Change caller ID | Also referred to as the Calling Party Number (CPN), the Caller ID (CLI) is the number presented by the PBX when making an outside call. This number is usually configured in Mitel Database Programming against the extension associated with the user. With this feature it is possible to use a single button click to re-program that number via the server. Once set, the new CLI/CPN will remain in place until either re-programmed in DB Programming or if an additional button with a different CLI/CPN is clicked. This feature is limited to the scope of CLI/CPN numbers permitted by the Trunk network provider and if limited, it typically means limited to the range of DID numbers configured on the PBX. |
| Change volume | This will increase or decrease the volume level for whichever state the extension is in at time the button is used. e.g. if the extension is idle it will change the ringing volume, if the user is connected to a call using a headset it will change the headset volume etc. |
| Clear call | This feature will simply hang up a connected call |
| Dial digits | This feature will simply dial the string of digits configured in the "Digits to send" field. If prefixed with the outside number digit and the extension is idle, it will make a call to the remainder of the digits. If already on a call it will send the digits as DTMF tones over the call. |
| Do not disturb (DND) | The Do Not Disturb button can be used to place the extension into DND. If the extension is already in DND it will remove it. Select one of the 20 pre-configured DND messages from the drop down menu and then set additional Message text if required. Multiple DND buttons can be created so setting specific DND states is a one click function. |
| DSS/BLF | The Create a DSS/BLF button for any extension hunt group, user or agent id on the system. |
| Feature code | The server will download a list of all the feature codes configured in the PBX and will make them available for selection from the drop down menu. Where applicable the additional parameters associated with the feature can be set. Remember that certain features are only possible if permitted in Mitel Database Programming PBX |
| Headset mode | This feature works in the same way as Headset on/off on the PBX (Default feature code 317). |
| Hold | This features works the same way as System Hold on the PBX (Default feature code 335). |
| Make call | This feature will make a call to the number configured in the Number to dial field. It differs from the "Dial Digits" feature in that if on an existing call, it will make an additional call whereas Dial Digits will send DTMF digits over the existing call. |
| Park Call Toggle | Create a key to park/pickup calls from a hunt group or phantom on the telephone system. |
| Pause / resume recording |
If the system is integrated to an external Call Recording system, this feature will toggle between pause and resume the recording and can be used for PCI compliance purposes.
This requires Call Recorder Integration and may not be supported by all recording solutions
|
| Play prompt | This feature will automatically conference the call currently in progress to an external IVR so that the process of playing a script to a customer can be automated. |
| Record current call | This works the same way as the Record-A-Call feature and will create a voicemail message recording of the call in the specified mailbox. Remember that the extension needs to have the Record-A-Call application configured DB Programming on the PBX and the "User Keyed" flag needs to be set. |
| Redial | This feature will redial the last connected outside call. Remember that Phone Manager client software contains a call list of the last 1000 calls made and received with a one click dial button on the form. |
| Retrieve | The retrieve call button is used to retrieve a call that has been placed on hold at the extension. No parameters are required to be set for this button. |
| Run executable | This feature will run any program in Windows that can be called from the "Run" command line. e.g. to start Internet Explorer and go the Mitel home page, enter "iexplore" in the Exe path field and "www.mitel.com" in the command parameters field. |
| Run macro | With the Phone Manager Professional license, Once a macro has been published and assigned to a user, this feature will allow the user to "fire" the macro by clicking the button. As with the Run Executable feature, this can be useful when during a call the user needs to automatically store a pre-defined string of text in a field or to send a keystroke string into a given application to speed up the workflow |
| Screen-pop application | With the Phone Manager Professional license, this feature can be used to screen pop one of the many CRM applications where the integration is embedded in the corresponding Phone Manager plug-in. Supported CRM applications include Goldmine, ACT, Sage CRM, Salesforce.com, Microsoft Dynamics CRM, Tigerpaw, ZoHo, Sugar CRM etc. |
| Send to Voicemail | This feature will send a ringing call to the Voicemail application configured against the extension in Mitel Database Programming for users with a mailbox. |
| Set account code | This feature will set the Account Code - Optional feature (default feature code 390) with the configured account code. There are a maximum of 12 digits available and if no code is configured a blank field will pop up to enable the user to set a variable code on the call. |
| Set account code on monitor | If the user has the permission to station monitor another extension, this feature will set the Account Code on the call being monitored. |
| Tag call | This feature will modify the display of the current call with the text in the Tag field. If no text is defined a blank field will pop up to enable the user to Tag the display with free text (up to 16 characters). This is useful when an operator tags the call with "Mr Jones" before a blind transfer to an extension. If the call returns to the operator unanswered, the display will indicate the caller's name and the operator can greet the returned call in a more professional way. |
| Tag recording |
This will tag one of the custom tag field on the call recording record with the given value.
This requires Call Recorder Integration and may not be supported by all recording solutions.
|
| Toggle Macro Events | This will make a one step blind transfer to the destination specified in the Transfer target field. |
| Transfer | This will make a one step blind transfer to the destination specified in the Transfer target field. |