Table of contents

User documentation

Administrator documentation

Documentation for developers

Technical support

Search on-line

• Call resolution features
• Starting the application
• Configuration and usage
• Examples of operation

Call resolution features

• It finds contact for incoming call according the caller's number and opens it (opening doesn't have to be always possible, it depends on search server configuration).
• Creating contacts for not found numbers.
• Supports more concurrent calls.
• Searches personal contacts and selected public folders of Exchange Server, Lotus Notes databases, contacts in LDAP server or common database.
• Integration into information systems is possible (CR works even with modified contact forms).

• Calls can be logged into the journal.
• Allows to discriminate internal calls and find caller in the global addres book.

CRfO functionality is very configurable -- individual functions can switched on/off or their priority can be changed (see next information).
This client is targeted for Callchange Standard edition.

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Starting the application

When application starts, violet Call Resolution icon appears in system tray.
If e-mail client is running (MS Outlook/Lotus Notes), application connects to the client, logs on to all phone lines and displays green icon - it means application is ready to work.
If e-mail client isn't running, red icon is displayed. Application waits until e-mail client is started, it can not continue without e-mail system connectivity.
When e-mail system is available, application initializes - second phone icon is visible. When start operation is completed successfuly, phone icon changes to green icon.

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Configuration and usage

Active -- if checked, application is active - it processes incoming calls.
Call window -- window with call history is displayed, see here.
Password -- shows dialog for password change (you must enter old password and new password twice - for checking). Password is used for configuration protection - for every change in Call Resolution settings you must enter the password. If password is invalid, you are informed about this and setting is not changed.
Default password is empty, so configuration is not protected. If setting for given user (specified by Windows account) is created in web tool, password created in that setting is valid. Minimal password length is 4 characters; if you want to remove password protection, set empty password. On the other hand if you are changing more settings, constant password entering is annoying, so you can select password expiration. Until set time period is reached, password is not required.
Exit -- Quits Call Resolution application.
Settings -- show configuration menu where you can set behaviour of the application.

• Incoming calls - submenu with incoming calls settings:
  • Activate call window -- displays window with call history during incoming call
  • Activate info window -- window with number and name of caller is displayed during incoming call above system tray. If you click inside the window, call is answered.
  • Open contact -- if contact is found, application opens it.
  • Create contact for unknown number -- if contact is not found for given number, application creates a new one in "Contacts" folder in your mailbox, displays it and fills in telephone number.
  • Write calls to journal -- application writes record about call into Journal (date, time, phone number and name from contact, if possible). This option only creates record but doesn't display it.
  • Open journal item -- if creating records in journal is switched on, this option allows their automatic opening at the moment of incoming call.
• Outgoing calls - submenu with outgoing calls settings:
  • Activate call window - displays window with call history during outgoing call
  • Write calls to journal -- application writes record about call into Journal (date, time, phone number and name from contact, if possible). This option only creates record but doesn't display it.
  • Open journal item -- if creating records in journal is switched on, this option allows their automatic opening at the monment of incoming call.
• Handle internal calls -- if switched on, contacts are searched even for internal calls. External calls are always handled.
• Search for internal numbers in global address book -- if switched on, contacts for internal calls are searched in global address book of your organization. If contact isn't found, personal/public contacts are searched too. If option is switched off, only personal/public contacts are searched.
• Search personal contacts -- contacts are searched in "Contacts" folder and all its subfolders of your mailbox.
• Search public contacts -- contacts are searched in Exchange public folders / selected Lotus Notes databases. Network administrator sets on the server, which folders will be searched. Client can not affect this.
• Search personal contacts first -- when both personal and public contacts searching is turned on, this setting allows to determine which of them will be searched first.
• Search after answering the call -- normally contacts are being searched at moment of the first phone ring. If you select this option, search will be done after you answer the call.
• Report unknown numbers -- if "Create contact for unknown number" option is turned off and this option is active, then the following dialog appears when contact is not found. If none of these two options is active, nothing happens when contact is not found.

  
  

• Look for lost calls -- if checked and Callchange client starts, server sends to the client list of last unanswered calls, so user is informed about calls while he has out of office.
  In this case only writing into journal setting has effect. If turned on, lost calls are written into journal.
  Other settings like opening journal record or contact opening are ignored (otherwise for example when user returns back after holiday, he would be gaged by many opened windows...)
  With this option active also window with list of unaccepted calls appears above systray. Windows disappears when you click it (configuration is here), this also clears counter of unaccepted calls and they are counted again from zero.

  

This window appears after left mouse button click on the application icon or during incoming/outgoing call (if enabled).

There is list of calls on all monitored lines shown inside the window; number in box next to "Out call" checkbox says for how many days back are calls displayed (can be changed). These information are available: date/time and duration of the call, phone number and name (+ company for personal contacts, if present in contact) of calling / called person (according to call direction), if known. If you click to column header, list will be sorted according to clicked column. Call type is given by icon:

• red phone - phone is ringing
• green phone - call in progress
• gray phone (+ gray background) - incoming accepted (finished) call
• yellow phone (+ yellow background) - incoming unaccepted call (it wasn't answered)
• hand at the phone - outgoing call

• answer incoming call (icon of two persons)
• hang up the phone (red cross)
• dial number from the selected line (dialer icon)
• open contact from the selected line (opened folder icon)

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Examples of operation

Call Resolution for Outlook
Call Resolution for Notes

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