Table Of Contents
For Managers—How to Use Cisco IPMA on Your Phone
Understanding Assistant Selection
Using the Cisco IPMA Menu on Your Phone
How to Intercept, Divert, and Transfer Calls
How to Intercept a Call that is Ringing on the Assistant's Phone
How to Immediately Divert an Incoming Call to Another Number
How to Divert All Calls to Another Number
How to Transfer a Call to Voice Mail
How Call Filtering Redirects Your Calls
How to Use the Intercom Feature to Speak to an Assistant
How to Mute the Ringer on Your Phone
For Managers—How to Use Cisco IPMA on Your Phone
Cisco IP Manager Assistant (Cisco IPMA) provides the following features for managers:
•Call-routing—Selectively redirects incoming calls to your phone or to your assistant's phone based on your custom filter list.
•Additional call-handling and monitoring features on your Cisco IP Phone—Provides new softkeys and a status window on your phone's LCD screen; provides access to a Cisco IPMA menu from the Services button on your phone.
•Intercom capabilities—Allows you to place intercom calls to your assistant and receive intercom calls from your assistant.
•Web-based feature configuration—Allows you to customize some manager features, such the Divert All (DivAll) target, using the Manager Configuration window. Alternately, your assistant can configure these features on your behalf from the Assistant Console.
See the following topics for more information:
•How to Intercept, Divert, and Transfer Calls
•How Call Filtering Redirects Your Calls
•How to Use the Intercom Feature to Speak to an Assistant
•How to Mute the Ringer on Your Phone
Getting Started—for Managers
These topics can help you get started with Cisco IPMA:
•Understanding Assistant Selection
•Using the Cisco IPMA Menu on Your Phone
Understanding Assistant Selection
As a manager, you are always logged in to the Cisco IPMA feature.
To handle your calls, your assistant must log in to the Cisco IPMA Assistant Console application and must remain online. If your active assistant logs out or goes offline, Cisco IPMA will attempt to assign another assistant to you.
Identifying your active assistant
Your active assistant is the person who is currently handling calls on your behalf.
If you have multiple assistants, you might want to identify which assistant is currently active. To do so, press the Services button on your phone and select the Cisco IPMA service. Item 3 identifies your active assistant.
Assigning your default assistant
Whenever possible, Cisco IPMA assigns your default assistant to serve as your active assistant. If your default assistant is unavailable (offline or logged out), Cisco IPMA assigns another assistant until your default assistant logs in or restores online availability.
You (or your assistant) can choose your default assistant from the Manager Configuration window. For details, see the "How to Assign a Default Assistant to a Manager" section on page 5-3.
Changing assistants
If you have multiple assistants and more than one of them is logged in and online, you can override automatic selection by manually choosing your active assistant.
Select item 3 from the Cisco IPMA menu on your phone to see a list of available assistants. If multiple assistants are available, select another assistant to serve as your active assistant. Exit from the menu when you are done.
When your assistants are not available
If all of your assistants are unavailable, the Assistant icon (left-most icon) in the Cisco IPMA status window on your phone appears crossed out. Your call-handling support will resume as soon as one of your assistants logs in.
Related Topics
•How to Intercept, Divert, and Transfer Calls
•How Call Filtering Redirects Your Calls
•How to Use the Intercom Feature to Speak to an Assistant
•How to Mute the Ringer on Your Phone
Using the Status Window
For Managers
The Cisco IPMA status window appears on the LCD screen of your Cisco IP Phone.
There are two areas within the Cisco IPMA status window:
•Assistant Watch area—The top portion of the status window displays the caller ID and the elapsed time for a call that is being handled on your behalf by an assistant. See Table 4-1 for details.
•Assistant and Features area—The largest portion of the status window displays icons to indicate the presence of an active assistant and the on/off status of your features. See Table 4-2 for details.
Tips
•The status window is not visible when you are using your phone to place or receive calls.
•Press the SetWtch softkey to toggle Assistant Watch off and on.
Related Topics
•How to Intercept, Divert, and Transfer Calls
•How Call Filtering Redirects Your Calls
•How to Use the Intercom Feature to Speak to an Assistant
•How to Mute the Ringer on Your Phone
Using the Cisco IPMA Menu on Your Phone
For Managers
To open the Cisco IPMA menu on your phone, press the Services button and choose the Cisco IPMA service. Table 4-3 describes Cisco IPMA menu items and associated tasks.
Related Topics
•How to Intercept, Divert, and Transfer Calls
•How Call Filtering Redirects Your Calls
•How to Use the Intercom Feature to Speak to an Assistant
•How to Mute the Ringer on Your Phone
How to Intercept, Divert, and Transfer Calls
For Managers
You can use Cisco IPMA softkeys on your phone to intercept, divert, transfer, and otherwise handle an active call.
This section covers the following topics:
•How to Intercept a Call that is Ringing on the Assistant's Phone
•How to Immediately Divert an Incoming Call to Another Number
•How to Divert All Calls to Another Number
•How to Transfer a Call to Voice Mail
How to Intercept a Call that is Ringing on the Assistant's Phone
For Managers
Press the Intrcpt softkey on your Cisco IP Phone to intercept a call that is ringing on your assistant's phone and to redirect the call to your own phone.
To successfully intercept the call, you must press the Intrcpt softkey before your assistant answers the call; you cannot intercept calls that have already connected.
Tip When a call for you is ringing on your assistant's phone, you can see the text "Call from" and the caller ID in the Assistant Watch portion of the status window on your phone.
Related Topics
•How to Intercept, Divert, and Transfer Calls
•How Call Filtering Redirects Your Calls
•How to Use the Intercom Feature to Speak to an Assistant
•How to Mute the Ringer on Your Phone
How to Immediately Divert an Incoming Call to Another Number
For Managers
Press the ImmDiv softkey to divert a call that is ringing, connected, or on hold from your phone to another phone.
By default, the Immediate Divert (ImmDiv) feature redirects calls to your selected assistant. However, you or your assistant can substitute any phone number as the Divert target.
Tips
•If the assistant is the designated ImmDiv target and if you have Assistant Watch on, you can verify that the call has been diverted to your assistant by looking at the status window on your LCD screen.
•The ImmDiv feature and the Divert All (DivAll) feature share the same Divert target. You or your assistant can change this target from the Manager Configuration window.
Related Topics
•How to Intercept, Divert, and Transfer Calls
•How Call Filtering Redirects Your Calls
•How to Use the Intercom Feature to Speak to an Assistant
•How to Configure the Divert Target for a Manager, page 5-4
How to Divert All Calls to Another Number
For Managers
Press the DivAll softkey to toggle the Divert All (DivAll) feature on or off. When this feature is on, DivAll redirects your incoming calls to another phone.
Unlike ImmDiv, which you invoke on a call-by-call basis, DivAll allows you to redirect all future incoming calls until you set the feature to off.
By default, the DivAll target is your selected assistant. However, you or your assistant can substitute any phone number as the Divert target.
Tips
•An icon in the Cisco IPMA status window indicates whether the DivAll feature is on or off. A deflected arrow indicates that the feature is on; a straight arrow indicates that the feature is off.
•DivAll applies to your primary line; it cannot redirect the incoming calls that you receive on a secondary line or on an intercom line.
•The DivAll feature and the Immediate Divert (ImmDiv) feature share the same Divert target. You or your assistant can change this target from the Manager Configuration window.
•If you have both call filtering and DivAll enabled, Cisco IPMA first applies call filtering to an incoming call. Call filtering directs the call to you or to your assistant (depending on filter settings.) Next, Cisco IPMA applies DivAll to those calls that filtering has directed to you. The DivAll feature redirects those calls to the DivAll target.
Related Topics
•How to Intercept, Divert, and Transfer Calls
•How Call Filtering Redirects Your Calls
•How to Use the Intercom Feature to Speak to an Assistant
•How to Configure the Divert Target for a Manager, page 5-4
How to Transfer a Call to Voice Mail
For Managers
Press the TrnsfVM softkey to immediately send a call that is ringing or connected from your phone to your voice mail.
Related Topics
•How to Intercept, Divert, and Transfer Calls
•How Call Filtering Redirects Your Calls
•How to Use the Intercom Feature to Speak to an Assistant
•How to Mute the Ringer on Your Phone
How Call Filtering Redirects Your Calls
For Managers
Call filtering selectively redirects some of your incoming calls to your assistant, based on the caller ID and the following configurations and settings:
•Filter Mode
•Filter Lists
•Filter on/off status
Table 4-4 provides details about each of these filter settings.
Note The initial default settings are such that Inclusive call filtering is on and filter lists are empty; therefore all of your incoming calls are redirected to your assistant. To customize filtering, see the "How to Create Filter Lists for a Manager" section on page 5-5.
Tips
•If you have both call filtering and Divert All (DivAll) enabled, Cisco IPMA first applies call filtering to an incoming call. Call filtering directs the call to you or to your assistant (depending on filter settings.) Next, Cisco IPMA applies DivAll to those calls that filtering has directed to you. The DivAll feature redirects those calls to the DivAll target.
•A circle icon in the Cisco IPMA status window indicates whether the call filtering feature is on or off. A mesh-filled circle icon indicates on; a hollow circle indicates off.
Related Topics
•How to Intercept, Divert, and Transfer Calls
•How to Use the Intercom Feature to Speak to an Assistant
•How to Create Filter Lists for a Manager, page 5-5
How to Use the Intercom Feature to Speak to an Assistant
For Managers
The Intercom feature allows you to speak to your assistant over an intercom line.
To place an intercom call on your Cisco IP Phone, press the intercom speed dial button that corresponds to your assistant.
If your assistant is not on another call when you initiate an intercom call, your speakerphone and your assistant's speakerphone will open simultaneously. You can then converse using your phone's speakerphone, headset, or handset. This is the case when your assistant places an intercom call to you, as well.
If your assistant is busy on another call when you initiate an intercom call, the intercom call will ring on the assistant's phone and must be answered manually. This is also the case when your assistant places an intercom call to you at a time when you are on another call.
To end the intercom call, hang up the phone (or push the speaker or headset button).
Related Topics
•How to Intercept, Divert, and Transfer Calls
•How Call Filtering Redirects Your Calls
•How to Mute the Ringer on Your Phone
How to Mute the Ringer on Your Phone
For Managers
Press the DND softkey to toggle the Do Not Disturb feature on or off. When this feature is on, the ringer is disabled on your Cisco IP Phone. DND disables the ringer for all lines on the phone, including intercom lines.
The initial default setting is off.
Tips
•This feature does not affect call filtering.
•An icon in the Cisco IPMA Status Window indicates whether the Do Not Disturb feature is on or off. A bell icon indicates that DND is off and your ringer is functioning as usual. A crossed-out bell indicates that the feature is on and your ringer is muted.
Related Topics
•How to Intercept, Divert, and Transfer Calls
•How Call Filtering Redirects Your Calls