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Tom Wellige

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Blog Entries posted by Tom Wellige

  1. Tom Wellige
    From 2009 to 2011 mirjam baumberger wrote a great blog, the "Fridays' Swyx Tip". Every Friday she posted a tip regarding the usage of SwyxWare and connected tools and devices. As the old forum is offline, this article series will be restored here again over the time. Please note that some information in this article series might not be valid anymore with current SwyxWare versions.
     
    This blog article was originally posted on 16.01.2009 00:00
     
    Dear Swyx Users
     
    Many of you are familiar with the SwyxMobile extension. When you are away from the office, incoming calls to your extensions are forward to your mobile extensions and common pbx functionalities such as transfer, conference or even call-recording can be triggered from your mobile phone.
     

     
    Let’s assume you arrive back in the office while talking on your mobile extension. It’s is now only a click away to transfer that call from your mobile to your desk phone.
     
    Your office phone will start ringing and once you have picked up the phone, you then can continue your conversation on the office extension.
     
    Or, if you are in a phone conversation on your SwyxIt! and you want to transfer that call to your mobile extension, you can also transfer the call to your mobile extension with only one mouse click*.
     
    From Mobile Extension to Office Phone
      From Office Phone to Mobile Extension
     
    You can transfer a call from your mobile extension to your
    office phone by selecting “Transfer to office phone” on
    the SIM menu
     
       
    You can transfer a call to your mobile extension
    by a simple drag and drop the active Line to
    your “Connect to Mobile Speed Dial”

     
     
    * Please download the ECR script from the link below. This script will allow you to call your own mobile extension from your desk phone.
     
    Additionally you can edit a Speed Dial and configure the Script Number to it. The modified SwyxIt! Skin including a “connect to mobile speed dial” can be downloaded from the link.
     
    Download script & skin from here:
     
    ECR Script Call Mobile Extension and Skin.zip
     
     
    Have a good weekend and happy Swyxing...
     
    Regards
    Mirjam
     
    @ IT Net World Ltd, NZ &AUS SWYX Distributor
    http://www.itnetworld.co.nz/
     
  2. Tom Wellige
    From 2009 to 2011 mirjam baumberger wrote a great blog, the "Fridays' Swyx Tip". Every Friday she posted a tip regarding the usage of SwyxWare and connected tools and devices. As the old forum is offline, this article series will be restored here again over the time. Please note that some information in this article series might not be valid anymore with current SwyxWare versions.
     
    This blog article was originally posted on 13.02.2009 01:38
     
    Dear Swyx Users
     
    Did you know that Swyx allows supervisors and call centre manager to monitor conversation of their agents?
     
     
    Call intrusion is part of Swyx Option Pack Monitor and enables managers to silently listen into current conversations on the Swyx Server. The intruder can also barge in to the conversation and assist the agent or he can join as a full participant and talk to both parties simultaneously.
     
    In the screen shot, John is intruding on David’s conversation. A simple right click on Davids Speed Dial, select call intrusion and John is connected to Davids call.
     

     
     
    Once connected ,John can changed his "listening mode" to "speak mode" by entering the DTMF digits *24*2# .
     
    *24*1#
    Listening only
    *24*2#
    Listen to both sides, speak with agent
    *24*3#
    Listen to both sides, speak with both sides.
    You hear both call partners.
    You hear both call partners, and the agent hears you. The other call partner (e.g. the external customer) hears only the agent.
    You can participate directly in the conversation.
     
     
    In the Swyx Administration, you have to configure the Users or Groups which are allowed to intrude on the agent.
     
    Go to: > Users\Properties\Administration\Call Intrusion.
     

     
     
    Then add the "Call intrusion" field in the context menu of the SpeedDial add the following registry key to the Intruders PC:
    HKEY_LOCAL_MACHINE\SOFTWARE\Swyx\SwyxIt!\CurrentVersion\Options\SpeedDialMenus\Key1  
    Here you add three new String Values:
    CommandLine = callto:%SpeedDialPeernumber%*24*1# MenuLabel = Call Intrusion Working Directory = C:\\

     
     
    Have a good weekend and happy Swyxing...
     
    Regards
    Mirjam
     
    @ IT Net World Ltd, NZ & AUS SWYX Distributor
    http://www.itnetworld.co.nz/
     
  3. Tom Wellige
    From 2009 to 2011 mirjam baumberger wrote a great blog, the "Fridays' Swyx Tip". Every Friday she posted a tip regarding the usage of SwyxWare and connected tools and devices. As the old forum is offline, this article series will be restored here again over the time. Please note that some information in this article series might not be valid anymore with current SwyxWare versions.
     
    This blog article was originally posted on 14.05.2009 22:00
     
    Dear Swyx Users
     
    Did you know that you can configure ringtones depending on the number of the caller? And that you can also select different ringtones depending on the department or extension called ?
     
    This is how you define different ringing sounds within your SwyxIt! soft phone client:
     
    Go to the menu bar and click on "Settings | User Settings…".
     
    Select the "Ringing" tab.


     
    On this tab you will find all numbers or number masks with the ringing sounds assigned to them. You can change or delete the existing entries or add new entries.
     
    Click on "Add..." to define a special ringing sound.
     
    Define the name and number of the caller.
     
    Alternatively you can enter one of your extensions or MSNs here. In this case, the ringing sound is selected if this extension is called.
     
    You can use the placeholders "*" for more than one character, "?" for exactly one character.
     
     
    Any questions?
     
     
    Have a good weekend and happy Swyxing...
     
    Regards
    Mirjam
     
    @ IT Net World Ltd, NZ & AUS SWYX Distributor
    http://www.itnetworld.co.nz/
     
  4. Tom Wellige
    From 2009 to 2011 mirjam baumberger wrote a great blog, the "Fridays' Swyx Tip". Every Friday she posted a tip regarding the usage of SwyxWare and connected tools and devices. As the old forum is offline, this article series will be restored here again over the time. Please note that some information in this article series might not be valid anymore with current SwyxWare versions.
     
    This blog article was originally posted on 22.05.2009 01:00
     
    Dear Swyx Users
     
    It happens to all of us! Instead of talking to "John" directly, we have to navigate ourselves through a company's IVR options.
     
    Let's say that you have an account with HP Support Line. Every time you call them and you have to listen to the welcome message, enter “1” for business service”, then enter “3” for “on account” and finally authenticate yourself with your customer ID, before you can talk to a customer rep.
     
    With SwyxIt! you can automate the entering of the additional digits, via adding Post Dial Digits on to the Speed Dial. SwyxIt! can then route your call directly to your final destination.
     

     

     
     
    Example 1: 10800733547x1x3x4770123x
     
    This string dials the number "10800733547". When the call is accepted, the number "1" is transmitted via DTMF. Afterwards number "3", followed by your customer ID "4770123".
     
    Syntax: Post dialable digits are separated from the dialed number by an "x". In addition, you can use a comma to set a pause of two seconds. To insert a longer pause, you can add several successive commas.
     
    Example 2: 10800400600x567,,89
     
    This string dials the number "10800400600". When the call is accepted, the numbers "567" are transmitted with DTMF. After a pause of four seconds "89" is transmitted.
     
    Any questions?
     
     
    Have a good weekend and happy Swyxing...
     
    Regards
    Mirjam
     
    @ IT Net World Ltd, NZ & AUS SWYX Distributor
    http://www.itnetworld.co.nz/
     
  5. Tom Wellige
    From 2009 to 2011 mirjam baumberger wrote a great blog, the "Fridays' Swyx Tip". Every Friday she posted a tip regarding the usage of SwyxWare and connected tools and devices. As the old forum is offline, this article series will be restored here again over the time. Please note that some information in this article series might not be valid anymore with current SwyxWare versions.
     
    This blog article was originally posted on 12.06.2009 02:17
     
    Dear Swyx Users
     
    Let's assume you are on a two day training course and therefore very hard to reach via phone or e-mail. Nevertheless SwyxWare can help you to stay in touch with your office.
     
    Similar to Outlooks Out-of-Office assistance, Swyx will handle any calls to your extension as you desire. For example, the caller can leave you a Voicemail, or the call can also be answered by a co-worker. But did you know that Swyx can also inform you via TXT message that caller "XY" is requesting a call back?
     

     
    You are only two steps away to implement this. Download a small a sample ECR script from here
     
    ###OutofOfficeTXToptionwithClickatell.zip
     
    and configure the parameters accordingly. Secondly sign up for free with the TXT provider clickatell (as shown in the sample ECR script).
     

     
     
    Any questions?
     
     
    Have a good weekend and happy Swyxing...
     
    Regards
    Mirjam
     
    @ IT Net World Ltd, NZ & AUS SWYX Distributor
    http://www.itnetworld.co.nz/
     
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