Interaction Desktop: How to Start and Log into the Phone Application.

Interaction Desktop or Interaction Phone Client:

How to launch and log into the phone application for BOCC and Constitutional employees.

Signing into the office Desk Phone or working from home with a Remote Number or SIP Soft Phone

• BOCC employee’s: will either have the app deployed virtually by Citrix or Locally installed.
• Constitutional employee’s: will only have the local install.

Citrix App:

• Click “Start” then choose the “_Citrix Apps_” folder then Interaction Phone Client.

Local Install:

• Click “Start” then choose the “PureConnect” folder then Interaction Desktop.

Logging In:

• BOCC employee’s
  • Check the box for “User Windows Authentication” with will prefill your username and password for Single Sign on.
• Constitutional employee’s
  • Type in your user id and the voice mail PIN and check save password.

In the Office

• Desk Phone
  • The first time you log into the software your computer name will show in the “Workstation” field.
  • Clear the "Workstation" field and type the 5-digit station ID from the Right side of your phone.

 

 

Working From Home

Interaction Desktop / Phone Client - will allow you to log into a Remote Number (10-digits) be it a Land line or a Cell Phone and it will give you the same functionality you would have in the office.

Using the application will give you the following features:

• 4-digit extension dialing
• Multiple lines
• Call Queue
• Mute
• Hold
• Conferencing
• Transfer
• Voice mail
• Caller ID Masking -  the Caller ID of office and hides the remote number.

• Remote Number
  • Change the Station Type from Workstation to Remote number
  • Type in your 10-digit phone number.

• SIP Soft Phone
  • Change the Station Type to SIP Soft Phone.
  • Only available for a select few BOCC employees.

Statuses: When you are working from home.

The recommended status is Available because this give you the most benefits.

• Available
  • You will need to enable the alerting to ring your computer speakers for an inbound call.
    • Options > Configuration > Alerting > Ring Computer (Checked).
  • When receiving an inbound call, the computer speakers will play the sound of a phone ringing and you will receive a screen pop to click “Pickup”.
    • When you click Pickup, the computer speakers will then stop ringing and your remote number will starting ringing.
    • Requires you to be in front of the computer to answer the call.
  • You will be able to use the Application to manage the call for additional features.
  • Call Queue Agents have to use to this status to answer a call from the queue. (A License is Required)

• Available, Forward
  • Does not require the user to remain logged into the application and will forward all calls to the set number.
    • The first time you set this status the system will prompt you to set the Forward to number.
    • The application will remember the set number on this status and will not prompt you again.
  • Incoming call will not be managed by the application.
  • Using this status you lose the feature benefits listed above.
  • Agents in a Call Queue can not use this Status.

Outbound Calls:

Internal 4-Digit Extension Dialing: Caller ID will show Extension and Name.

• Double-click a name in a directory or type the name / extension at the top next to, Workgroups in the white box that says “Enter a name or number to dial” then press enter.
• The System will call your remote number first and then the desired party.

External 10-Digit Dialing: Caller ID will mask the remote number and put out the department's 10-digits Caller ID.

• At the top next to, Workgroups type the 10-digit number to call in the white box that says “Enter a name or number to dial” then press enter.
• The System will call your remote number first and then the called party.