The reminders are used to schedule calls with known contacts. Together with the phone call notes, this feature helps the UI users manage their work, allowing telephone contacts to be linked to a history of activities and related notes.

Creating a new reminder

The call memo can only be created for a Contact already in the Phonebook.  You can create a new reminder by accessing the Contact Details panel (see View Contact Details) using the icon and selecting the tab Scheduled calls:

To add a new reminder just click on the icon at the top right of this screen.

When a new reminder is added, you can link note to it and share the event with your calendar on Google.

Reminder management

A new event not yet completed is identified by the label.

When the date and time of programming of a call is triggered, the event is notified with a message on the UI and appears in the Notification Centre (see. -> How to display the list of all activity notifications lost on their own UI – Centre notifications); from that moment, the programmed call presents the label.

The following four keys are linked to the call reminder :

1. -with this key you can set the reminder, starting a call for the contact in the reminder;
2. – with this key  you can postpone the reminder;
3. – with this button you can cancel the reminder. When a reminder is cancelled you can save a note on the reason for the cancellation and it will be identified by the label;
4. – with this key you can permanently delete the reminder created. Reminder notes will also be deleted with this operation.

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The user can enable this feature  (see VOIspeed user settings ) from the Settings section accessible from the two cogs next to your name.  Under the Call tab, tick the item Enable broadcast call (as shown below)

Once you have enabled the functionality, a new button will be visible next to the normal call button in the UI’s call panel. Clicking on the button will display the list of broadcast call groups that you can select to make an announcement on all the devices listed in that group (see right)

Enable broadcast call button

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To see the phone activity and notes, simply click on the button linked to the contact:

directly from the contact in the phonebook.
or by right-clicking on a contact among those present in the Users Tab.

Functions of the Contact information panel

The Contact information panel allows you to retrieve the history of telephone activities linked to a specific contact. From this panel you can access two sections:

Call report The section contains the list of all calls handled by the user with the contact highlighted. For all the calls in question (shown in the left panel) it is also possible to view the related notes (listed in the right panel).In this panel it is also possible to perform various actions on the list of these calls: text search between calls and notes pre-filter the calls showing them all, only those containing a note or just all the notes; filter the calls by type (incoming, outgoing, lost) and temporally; add a note to the selected call using the key. For more information on handling call notes, see  How to create and view notes for a call

Scheduled calls This section contains a list of all call reminders linked to the selected contact. For all the items in question (shown in the left panel) you can also view the related notes (listed in the right panel). In this panel you can also manage the call reminders and notes as follows: text search between memos and notes; pre-filter the reminders showing them all or only the expired ones; filter reminders temporally; add a new reminder using the key. For more information on managing call reminders, see How to create and manage a call reminder

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By clicking on the button it you can open a pop up screen of the call reports.that provides more information and tools for monitoring and reporting your telephone activity.

At the top of the new panel that opens, there are additional filters to update the information displayed: INTERNAL CALLS: if the filter is active (as in the image opposite) you will see contents of the list such as the calls that the extension has managed with other extensions of the phone system; otherwise, you will not see these; EXTERNAL CALLS: if the filter is active (as in the image opposite) the displayed list will also contain the calls that the extension has managed with external numbers of the phone system; otherwise, these will not be displayed. Immediately below, the button allows you to download in a .csv format the call list with time filter settings for internal calls and external calls. At the bottom of the panel, introduced by the CALLS STATISTICS.item, you can display statistical indicators on your activity, relating to the filters set previously. In ‘Total calls answered’,  you see the total number of calls handled, the total time of conversation and the total time of ringing In ‘Total calls no answer’, you see the total number of unanswered calls, the total conversation time and the total ring time

If you would like to find out more information or find help on other subjects.you can find the VOIspeed Support Page by following the link.

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When you want to use a specific telephone line (a specific gateway) to make a call to an external number, select it from the list of lines available at the bottom of the UI VOIspeed call panel.

To select it just click on the star corresponding to the gateway/line you want to use:

NB: the ability to select the lines depends on the permissions linked to your profile in the PBX, “gateway choice”.  Once you have the permissions, you can simply call from the UI by entering the number in the number panel or selecting a contact from the phonebook.

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To use a hunt group the phone system administrator must enable the user (see Creating and configuring Users).

From your own UCloud you can view in real time the traffic and activity of the individual components of the phone system response groups simply by referring to the Groups TAB.

In this section, by clicking on the magnifying glass icon that is in correspondence with the displayed group whose activity you wish to monitor, a panel opens where you can view:. the list of users who are part of the group with the relative working status; a panel with the detail of the ringing calls; another  panel with the detail of the active calls; and a final panel with details of the calls in the queue.   In the same panel, if the user has enabled the related capability in their profile (Edit group composition – see Users creation and configuration), you can also display a button to add new users to the group as desired (point 5.). If you have enabled the user, he can also delete members of the group by clicking on the. relevant user with the right mouse button and selecting the “Remove user from the group” item.

 

Calls at the end of the group (attention: not the ones ringing) can also be retrieved directly using the appropriate button located at the call.

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Integra

In this section, you can integrate external programs by passing some parameters in conjunction with particular events. Through Integra and the running of external scripts, you can integrate the UI with external applications. The options are:

• Enable INTEGRA: enable integration
• Only on external calls: if activated, Integra does not intervene in calls between extensions

Command to execute: string containing the command that will be executed by the SHELL of Windows, i.e. as if it were given directly from the MSDOS prompt (see below for more details). The execution of the command is linked to particular events: in order for the command to be executed it is necessary to activate at least one of them, but it is possible to select multiple events that lead to the initiation of the script: On call in = incoming call On forward in = forwarded incoming call On call out = call made On call accept = call accepted On call close = call ended On call activate = a queue call is activated On busy = the number called is busy
	VOIspeed UI (UCloud)	VOIspeed GUI (On Premises)

COMMAND TO BE PERFORMED

The string set in the command field to be executed specifies a URL or the name of the local script to be invoked together with the parameters that the UI must pass to it. Simply enter the path (local or remote) of the script and the parameters (from! 00 to! 07 as needed) so that, when the UI begins running the script, it will replace the respective values with the parameters.
NOTE: the string of this field is sent to the Windows shell as it is, without adding other interpreters. So you can invoke batch commands (DOS), URLs (which in this case will invoke the default browser), and executable programs with absolute paths or not (as long as the environment variable “path” contains the path to the program invoked). Basically, you can think of this field as the Windows DOS shell in which the string is typed by a human operator.

Examples:

iexplore http://mywebserver.com/myscript.php?&num_chiamante=!01&action=!02

When the script is invoked, the UI instantiates the variables indicated with their actual value. In the example shown, for an incoming call from 026161616, the string actually sent by the UI to the Windows shell will be:

iexplore http:/mywebserver.com/myscript.php?&num_chiamante=026161616&action=CALL_IN

Which in practice allows opening an instance of Internet Explorer towards the indicated link. In the example shown you can also omit the string iexplore since the invocation of the URL is usually automatically resolved by the operating system that selects the linked default application.

Below are all the parameter names with their respective meanings.

• ! 00 = your own internal number
• ! 01 = remote number (called or calling)
• ! 02 = action (event that triggered the script invocation and matches those that can be selected, can be a value between: CALL_IN, CALL_FORWARD_IN, CALL_OUT, CALL_ACCEPT, CALL_CLOSE, CALL_ACTIVE and CALL_BUSY)
• ! 03 = own direct number called
• ! 04 = date / time of the event (refers to the time of the Server and in the format day / month / year_hour.minute.second)
• ! 05 = Call ID (call identification code, we remind you that this code is automatically generated by the Server and uniquely identifies the call)
• ! 06 = original calling number (in the case of an incoming call from forwarding or from an IVR node, this parameter indicates the actual number of the caller)
• ! 07 = number called original. Typically represents the number contacted by the call (company number).

COMMAND THE UI FROM THE OUTSIDE

The UI can be activated with simple commands to allow an external software (for example an application, or a link in a web page) to exploit some of its features without going through the graphical user interface.

The available commands are as follows:

• • Make a call = voispeed: C {number} or voispeed: {number}
    where {number} is the number to call.
  • Make a call with extended ID = voispeed: {number}, {ext_ID}
    where {number} is the number to call and {ext_ID} is a user-supplied identifier that is reported in call monitoring and the final call report.
  • Disconnect call = voispeed: D {call ID}
    where {call ID} is the ID of the call to be disconnected, in its absence the first call is disconnected by the user.
  • Forward the active call = voispeed: F {Call ID}
    where {call ID} is the call ID to which the first active call is forwarded.
  • Autoconfiguration of the UI = voispeed: Username @ domain, password (MD5), internal, url1, url2
    allows you to autoconfigure the login credentials of the local UI for the user (username, MD5 password, internal), for the PBX indicated by url1 and optionally from the url2. This command is used in the mail sent to users with their credentials for UI login.
    Example:
    start voispeed: Ualpha39 @ tscomm.it, 8c7bde4622aea226d1cff593b3c26829,3939,192.168.0.220: 5063
    configures the alpha39 user UI account on PBX 192.168.0.220:5063 .
    The password must be encrypted with the MD5 algorithm

Example in HTML: to insert a link to a number on a web page, just create an anchor link of this type:

<a href=”voispeed:187 “> Call Telecom Italia customer service </a>

Note: to execute these commands, the UI must be started and registered on the PBX.

HOTKEY COMMANDS From the UI VOIspeed through a combination of special keys it is possible to make a call from any application: highlighting a number from a text file, from a browser page or from other applications and pressing the hot-key on the keyboard, a call will be initiated to the number selected. POPUP HOTKEY This section is used to set the desired key combination to bring the UI to the fore.

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Technically, this function called ‘call intrusion’ or ‘call barging’ is when an automatic conference call is created between the user of the function, the user who receives the intrusion and their external operator. For this reason, the function can only intrude on calls involving an internal extension and an external number.

This conference will have the following features:

• the intruder is heard only by the other extension and not by the external interlocutor;
• the extension that is intruded on will display, linked to the user who made the intrusion, a special key that allows you to adjust the listening volume of the voice channel (this is to avoid a situation where the voice of the trainer is excessively loud and covers that of the external contact).

What happens in both internal locations during call intrusion:

Firstly, the call monitoring option must be enabled in the GDPR section of the system (Admin Panel –> Settings –> GDPR –> Permissions –> Edit –> Enable “Call monitoring and Barging”)

OPERATOR CARRYING OUT THE INTRUSION

The user who wants to make the intrusion must be given permission to use this feature on their individual Profile on the phone system (Admin Panel –> tick the user option “Intrusion”).  Furthermore, they can only intrude on calls involving extensions for which intrusion is agreed with the users involved (Admin Panel –> untick the user’s option “Block intrusion on own calls”).

If this has been done, the operator carrying out the intrusion can do so from the Call-centre Tab on their UI -> Training Tab where they will see the call listed.

This panel will display all the calls involving an extension of the phone system and an external interlocutor, provided these calls can be listened to. Each active call will display the following information:

Number, name and surname (if in the address book or if it is an extension) of the caller;

Number, name and surname (if in the phone book or if it is an extension) of the called party;

Duration of conversation;

Keys for:

• Icon to make the intrusion
• Open a chat with the user involved in the call

By clicking on the intrusion button, the user will automatically enter the active call.

On their own UI they will see the call in progress as if it were in a conference, although will not be able to close any active audio channels.

The conference  will allow the audio passage of the user who made the intrusion while the external party will continue to hear only the incoming audio from the user who was intruded upon.

OPERATOR SUBJECT TO INTRUSION

The user who wants accept the call intrusion by a trainer will notice that the UI call panel will become a conference call presenting an icon with audio increase / decrease keys on the extension that carried out the intrusion.

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SIP Settings: 

Click settings & then SIP. Inside the filed “Digitmap Impossible Match” enter “2” (by default this value is set to 0)

Remove all the data if any inside the “Digitmap” so it should display as a clear white box

 

Logging into your Polycom’s GUI

Log into your Polycom’s GUI interface via the associated IP Address by pressing “Menu -> Status -> Network -> TCP/IP Parameters”

Now access your web browser and enter the IP address inside the web URL section.

Prompted to login you can gather these details from us at VOIspeed

 

Application Settings

Click Settings & then Applications. Enable “offhook” (3rd box from the far right hand side)
To the left hand side you need to enter the following information:

(example)http://185.43.209.190:3543/Polycom?604@voispeedlt.ucloud

(what’s what) http://your-UCloudIP:Port number/Polycom?yourextension@your ucloud domain

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