5. To return a prompt to a generic recording, click the Reset button. 6. Click Apply to save your changes. Set your status 1. Click the arrow at the end of the My Status 5. To return a prompt to a generic recording, click box. the Reset button. Or in the notification area of your taskbar 6. Click Apply to save yourright changes. (located at the bottom side of your main right-click your Interaction Client Set window), your status status icon. 1. Click the arrow at the end of the My Status Or in the Company Directory, right-click your box. name and choose Change User’s Status. Or in the notification area of your taskbar 2. Choose a status from the menu and, if (located at the bottom right side of your main applicable, click the OK button. window), right-click your Interaction Client icon. Viewstatus another person’s status Or in the Directory, right-click Right-click aCompany person's name in the Companyyour name and choose Change User’s Status.Client Directory or other directory tab. Interaction 2. Choose a status from the menu and, if in the .NET Edition lists the person’s availability applicable, click the OK button. menu that appears. Note: If the person’s Status column View another statusis not already displayed ina the company directory, right-click the Right-click person's name in the Company row of column headers, select Status Columns, Directory or other directory tab. Interaction Client then select toperson’s add the Status column to .NET EditionStatus lists the availability in the the Company Directory. menu that appears. Set another person’s status is not already Note: If the Status column displayed company directory, right-click the Note: YourinICthe administrator must grant you the right row of column headers, select Status Columns, to use this feature. then select Status to add the Status column to 1. user’s name in the Company theRight-click Company the Directory. Directory or other directory page. Set another person’s status 2. Select Change User’s Status from the menu thatYour appears. The Set Status dialogyou boxthe right Note: IC administrator must grant appears. to use this feature. 3. Select a status from the drop-down list and 1. Right-click the user’s name in the Company enter other applicable status information. Directory or other directory page. 4. Click OK. 2. Select Change User’s Status from the menu that appears. The Set Status dialog box Advanced appears. User Tips and Shortcuts 3. Select a status from the drop-down list and Interaction Client .NET Edition shortcuts enter other applicable statuscontains information. to increase proficiency with frequently performed 4. Click OK. tasks. Advanced User Tips and Shortcuts Note: TheseUser shortcuts work only if a call, page, Advanced Tips and Shortcuts or queue is selected before you perform the by clicking with the mouse or navigating Iaction nteraction Client .NET Edition contains shortcuts with the Tab and arrowwith keys on the keyboard. to increase proficiency frequently performed The window must have focus before you use the tasks. shortcut keys. The focus indicator arrow ( ) will Note: These work only a call, page, help show youshortcuts which window has if the focus. or queue is selected before you perform the action by clicking with the mouse or navigating For shortcuts to work properly you must hold down the Ctrl or Alt key while pressing and releasing the second and then, if applicable, the third key. Interaction functions For shortcuts to work properly you must hold | while Shortcut Function Shortcut Function down the Ctrl or Alt key pressing and releasing the second and Ctrl+P Pickup | then, Ctrl+Lif applicable, Listen the third key. Ctrl+H Hold | Ctrl+R Record Ctrl+T Transfer Interaction functions Ctrl+M Shortcut Voicemail Function Ctrl+D Disconnect Ctrl+P Pickup Ctrl+J Join Ctrl+H Hold Ctrl+Shift +P Ctrl+T Transfer Ctrl+Shift +R Ctrl+M Voicemail Ctrl+D Disconnect Menu Shortcuts Ctrl+J Shortcut Join Function | Ctrl+E Pause || Ctrl+U Function | | | | Shortcut Mute Ctrl+I Private Ctrl+L Listen Ctrl+N Assistance Ctrl+R Record Properties | Ctrl+E Pause Remove from Queue | Ctrl+U Mute | Ctrl+I Private | Ctrl+N Assistance Ctrl+Shift +P Properties Alt+F+O Logout Ctrl+Shift +R Remove from Queue Alt+F+S Change Station Close (hide) Alt+F+C Menu Shortcuts Alt+F+X Shortcut Exit Function Alt+V+A Alt+F+S Dial Pad Logout Active Camps Change Station Alt+O+R Alt+F+C Rules (hide) Close Alt+O+C Alt+F+X Configuration Exit Alt+V+D Dial Pad Alt+V+D Alt+F+O Additional Keyboard Tips Active Camps Alt+V+A With the Interaction Client .NET Edition, you Rules Alt+O+R can use the Tab keys, arrow keys, and others toAlt+O+C navigate theConfiguration system: • Press WinKey+C to pop the client window, regardlessKeyboard of the application Additional Tips currently running in the foreground. If an interaction With the Interaction Client .NET Edition, you is your queue, the focus on Myand others caninuse the Tab keys, arrowis keys, Interactions. If a call is not selected, the to navigate the system: focus goes to the Number: field, allowing • Press pop the client window, you toWinKey+C make a callto quickly. regardless of the application currently Note: The Winkey is the Windows logo key running in the foreground. If an interaction is typically located between the Ctrl and Alt in your queue, the focus is on My keys. Interactions. If a call is not selected, the • focus Press goes F2 toto give to Myfield, Interactions thefocus Number: allowing and to press F3 atocall give focus to the Company you make quickly. Directory. Note: The Winkey is the Windows logo key typically located between the Ctrl and Alt keys. • Press F2 to give focus to My Interactions • When a tab in a docked area has focus (as indicated by the focus indicator arrow ), you can move between tabs within that zone with your left and right arrow keys. If you want to move to a different docked area, use Alt+[left, right, up, or down] arrow key. • When a tab in a docked area has focus (as • A list of recent calls is available from the indicated by the focus indicator arrow ), Number: drop-down list. Eliminate you can move between tabs within that zone unwanted numbers from this list by selecting with your left and right arrow keys. If you an entry and pressing Delete. want to move to a different docked area, use Alt+[left, right, up, or down] arrow key. Where can I find out more about can Icalls find out more? • Where A list of recent is available from the Interaction Client .NET Edition? Number: drop-down list. Eliminate unwanted numbers from this list by selecting Help entry and pressing about Delete. Ifan you have a question how to do something, open the Help menu and click Where can I find out more about Help Contents (or press the F1 key), then click or search for a topic on Edition? which you want Interaction Client .NET more information. Division of Information Technology Help If you have a question about how to do Computer Based Training (CBT) something, openadministrator the Help menu andthe click Check with your about Help Contents (or press thethat F1 shows key), then availability of a CBT module you click to or use search for a topic on which you want how Interaction Client .NET Edition. more information. My Information MyContact Contact Information Computer Based Training (CBT) Check with your administrator about the availability of a CBT module that shows you Corporate phone number: _________________ how to use Interaction Client .NET Edition. My direct number: _______________________ CSU•VoIP My Myextension: Contact ___________________________ Information My password: ___________________________ Corporate phone number: _________________ My email address: My direct number: _______________________ _______________________ Other: _________________________________ My extension: ___________________________ Copyright • 1994 – 2008 My password: ___________________________ Interactive Intelligence 7601 Interactive Way My email address: _______________________ Indianapolis, IN 46278 317-872-3000 voice and fax Other: _________________________________ www.ININ.com Copyright • 1994 – 2008 12, 2008 DC-012-3.0-QRN1 Rev. November Interactive Intelligence 7601 Interactive Way Indianapolis, IN 46278 317-872-3000 voice and fax www.ININ.com DC-012-3.0-QRN1 Rev. November 12, 2008 Your Quick Reference Card © Edition Version 3 Interaction Client ® .NET Interaction Client . NET Edition Managing Phone Calls Managing Phone Calls Using the toolbar Use buttons on the Interaction Client .NET Edition toolbar to help manage your calls. Many of these functions are also available by right-clicking a call. Forward your calls 1. Click the My Status drop-down list. 2. Select Available, Forward from the list. 3. Click the Set status details link to the right of the My Status list. The Set Status box opens. Make a new call 1. In the Number: field, type the phone number you want to call. 2. Click the Make Call button next to the Number: field or press Enter. Dial a recently dialed number 1. Click the arrow at the end of the Number: field drop-down list. 2. Click a number from the list of numbers you have recently dialed. 3. Click the Make Call button next to the Number: field or press Enter. Note: You can also dial a recently dialed number by opening the Call History page and clicking the number you wish to call, or rightclicking the number and choosing Dial from the menu that appears. 4. In the Forward Number: field, enter the remote phone number for forwarded calls. 5. Click OK. Disconnect a call 1. To disconnect a call with your handset, just hang up the telephone. 2. To disconnect a call with the client: • Highlight the call to disconnect. • Click the Disconnect button or rightclick the call and choose Disconnect. Transfer and park callscalls Transfer and park Dial a number inside the organization 3. Click the Transfer button or choose from the following transfer options: • Park: Place a call on hold in an Interaction Client Outlook Edition recipient’s My Interactions queue. • Voicemail: Direct the call to a recipient’s voicemail. • Consult: Opens the Consult Call dialog box and allows you to select the Consult button to speak to the transfer recipient while your caller stays on hold or the Caller button to speak to the caller without exiting the transfer operation, or the Transfer Now button if the recipient answers his or her phone and agrees to the transfer. Working with voicemail Working with voicemail Listen to your voicemail 1. Open your email inbox. 2. Double-click the voicemail. You can use either the Interaction Voicemail Player or your selected media player to playback your message, depending on your choice in the Voicemail Player Options dialog box. in My Interactions and release. You will see a new entry in the list entitled “Conference”. Add someone to a conference session To add parties to a conference call, drag a connected call and drop it on the Conference item in the My Interactions list. Participate in a conference call using Join 1. Open the user or station queue you are monitoring. 2. Select the call or conference call you want to join. 3. Click the Join button. You are now connected to the call (or conference call already in progress). Disconnect someone from a conference call 1. From the list of joined calls in the My Interactions list, choose the participant you want to disconnect. 2. Click the Disconnect button or right-click and choose Disconnect. Using Interaction Client Options Using Interaction Client Options Pick up a call in voicemail 1. Click a directory tab. 2. Do one of the following: • Double-click a name from the directory list. • Single-click any displayed phone number. • Right-click a person’s name and choose one of the displayed “Dial…” entries from the menu that appears. 1. If the call is not highlighted, click the call you want to pick up. 2. Click the Pickup button, or right-click the call and choose Pickup. Conferencing Calls Conferencing Calls Answer a call • • If you are not connected to another call, pick up your telephone handset. If you are connected to another call, click the Pickup button. The first call is placed on hold. Place a call on hold 1. Click the call you want to put on hold, then click the Hold button, or right-click it and choose Hold. 2. To reconnect to the call, click Hold again. 3. To suppress hold music for the caller, click Mute before or after clicking Hold. Record your personal prompts Transfer a call to another person 1. Inform the caller of the transfer and on the Call Control toolbar click the Transfer button. The Transfer dialog box opens. 2. In the Transfer To: field, type all or part of the recipient’s name or number. In the dropdown list that appears select “Dial [your entry] as Digits" to convert a text entry into numbers or select the appropriate contact name and associated extension or phone number. Create a conference session 1. Dial the number of a participant in the conference call, then click the Hold button to put the call on hold. 2. Repeat step 1 for each participant. 3. Select one of the calls you want to conference and while holding down the mouse button, drag that call to another call 1. Open the Options menu, click Configuration…, expand Calls node and click Personal Prompts. 2. In the Personal Prompts page, click the button of the prompt you want to record. Interaction Client initiates a call to your station. 3. Pick up the call and record the prompt, then press 1 to end the recording. 4. To review a recorded prompt, click the Preview button.