Soft Phones - Using

Issue/Question

• How do I use the Avaya one-X Communicator soft phone?

Environment

• Oregon State University
• Employee
• Telephones
• Windows
• Avaya one-X Communicator

Cause/Explanation

To follow these steps, you will need to ask Telecom to enable your OSU extension for soft phone access.  For more information, see: Soft Phones - About.

Resolution

Index

• Log In
• Answer a Call
• Place a Call
• Place a Call on Hold
• End Call
• Transfer a Call
• Conference Call
• Logging In and Out of Call Center Hunt Groups
  • Agent Log-In Process
  • Manual Aux-In
  • Manual Aux-Work ("Aux Out")
  • Aux Out while in a Call
  • Agent Logout Process

Log In

1. Connect to the OSU VPN
   • Even if you are on campus, you need to connect to the OSU VPN before using the softphone.
2. Open Avaya one-X Communicator
   
3. Input your extension and password and click Log On; your password will be the same as your extension number 
4. You will see a warning letting you know that you will be taking over a station that is active; click Yes if you are ready to take control of the station 
5. Click Log On
6. Un-check the box for video calling as you will be using the soft phone for audio only; click OK
   
7. The soft phone will appear on your desktop in the default minimized display; click the dial pad icon to view the full soft phone application 
8. The full soft phone should now be visible. The dial pad, call log and programmed buttons are now visible. Using the phone is very similar to using your standard desktop phone set - it does not work like a cell phone, meaning that you need to open the line before dialing, press 9 to call off-campus, use the long distance code when calling outside the local area, etc.  You will still need to use your normal phone code to sign in to the split.
   

Answer a Call

1. When you receive a call, you will hear a tone and see a a green phone icon. Click the "Answer" icon
   
2. You are now in a call
   
3. To end the call, press the "Hang up" icon
   

Place a Call

1. Click the "Enter name or Number" field
   
2. Use your keyboard or click the dial pad to dial the number you would like to dial, then click the “Place Call” icon
   

Place a Call on Hold

1. When on an active call, Click the “Hold” icon and the caller will be placed on Hold
   
2. Click again to resume call
   

End Call

1. Click the “Hang up” icon to end the call.
   

Transfer a Call

1. When on an active call, Click on the “Transfer” icon to send a call to another extension.
   
2. The Transfer dialog box appears. In the “To” field, enter the number to which you want to transfer the call to and Click OK.
   

Conference Call

1. When on an active call, Click the “Conference” button.
   
2. The Conference dialog box appears. In the “To” field, enter the number that you want to add to the call and click OK.
   
3. Once the caller has answered, they are added to the conference. At this point you can choose to remain in the conference or you can drop out by clicking the “Hang up” icon.
   

Logging In and Out of Call Center Hunt Groups

While using the softphone, logging in and out of hunt groups will remain the same, Auto In and Aux In buttons will not function the same. Aux-Work and Aux-In features will need to used manually using the feature access code. The Vu-Display feature that enables users to view hunt info (how many in queue, time in queue) will also not work on the softphone. 

Agent Log-In Process

1. Click the “Place Call” Icon to get dial tone.
2. Enter #54 using your keyboard or clicking the dial pad, you will hear a stutter tone.
3. Enter your 5 digit Login Code. You will hear a stutter tone confirming you log in.
4. Click the “Hang up” icon.

At this time you are logged into the hunt but are not taking calls. When you are ready to take calls you will need to manually Aux-In to the hunt.

Manual Aux-In

1. Click the “Place Call” Icon to get dial tone.
2. Dial #24 and the 4 digit hunt group you are logged into (Example - #240115 for hunt 115). You will hear a stutter tone confirming you are now taking calls.
3. Click the “Hang up” icon.

Manual Aux-Work ("Aux out")

1. Click the “Place Call” Icon to get dial tone.
2. Dial #29. You will hear a stutter tone confirming you are now in Aux-Work. This means you are still logged into the group but are not actively taking calls.
3. Click the “Hang up” icon.

AUX Out while in a Call

1. Put the customer call on "Hold"
2. Click "Place Call" icon - this will open a second line
   
3. On the dial pad, enter #29
4. Click "Hang up" icon on the second call
5. Click "Unhold" on the customer call

Agent Log-Out Process

1. Click the “Place Call” Icon to get dial tone.
2. Enter #56 using your keyboard or clicking the dial pad, you will hear a stutter tone.
3. You will hear a stutter tone confirming you are completely logged out of the hunt.
4. Click the “Hang up” icon.

For assistance, contact the Service Desk.