Avaya BCM Attendant Console User's Manual
Contents
1. The Options tab is displayed when the Options dialog box opens The Options tab contains the following options Option Description Pop Call Notification dialog sets the Call Notification dialog box to pop onto the screen box when Restore minimized Attendant sets whether or not the Attendant window is restored when a screen when call is answered on your extension Redirect calls to sets the overflow or backup attendant Server displays the name of the server If there is more than one server you can manually enter the server name Attendant displays the attendant s extension You must manually enter this during setup Transfer Options disables Enterprise Edge Message and or link transfer options Table 1 Functions of the Options tab options Enterprise Edge Attendant Console Set Up and Operation Guide P0908543 Issue 02 Configuring Enterprise Edge Attendant Console 25 Notifying the attendant of incoming calls There are two ways an attendant can be notified of incoming calls e by the Call Notification dialog box The attendant is notified of incoming calls with a Call Notification dialog box The attendant can answer the call by clicking the Take button on the dialog box or the attendant can ignore the call and allow another attendant to answer it e by a Ringing Loop button When the window is visible not minimized the Call Notification dialog box does not appear The attendant i2. Resources s Stations Rediscover on next restart No M Logging Level To file z 5 4 CP events on N amp 4 Device events on z Ss 4 Response eventson No v Session events on No v System events on No wv P0908543 Issue 02 Enterprise Edge Attendant Console Set Up and Operation Guide 18 Configuring Enterprise Edge Attendant Console 4 7 In the VM Extension box type the extension number for Enterprise Edge Voice Messaging To determine the Enterprise Edge Voice Messaging extension number press Feature 8 J 6 Jon the telephone that is connected to the system The Enterprise Edge Message extension number appears on the telephone s LCD display In the Stations option the default setting for Rediscover on next restart is No Do not change the setting to Yes unless you have made significant changes to your phone system If you want to set Logging options refer to Setting Logging options on page 18 Close the browser window to finish configuring the Server component Setting Logging options Do not set the Logging options unless you are having problems with your system and you want to analyze them If you enable Logging you can examine the log for information about system problems The Logging options have seven settings that let you control logging To enable logging 1 In the Level box type a n
3. This error occurs if a user tries to use the Employee or Customer directories after connecting to a database that is not a Enterprise Edge Attendant Console database The error is usually proceeded by a message from the Microsoft Jet database engine stating The Microsoft Jet database engine cannot find the input table or query People Make sure that it exists and that its name is spelled correctly The animation file used to indicate that a report is running could not be found It might be missing or corrupted As a consequence no animation plays while the reports are running This error occurs during Reports start if the run avi file is not found in the Reports path Check that the file is installed correctly and is not deleted The component runs but the animation does not play while generating reports The maximum number of selections allowed in any single category is 100 Please limit your selections or cancel the selection and choose the All option The maximum number of selections from the Customers or Employee categories is 100 each Trying to choose OK from a directory dialog box with any more than 100 selections causes this error and return the user to the directory dialog box to reduce the number of selections The report could not find the necessary data in the specified database Make sure the specified database is a valid system database This error occurs if a report is run bu
4. 1 On the Main menu click Tools and then click Options The Options dialog box is displayed The Transfer Options options are in the bottom right of the dialog box 2 Select the Disable VM Transfer check box to disable the VM Transfer button or select the Disable Link Transfer check box to disable the Link Transfer button If they are unavailable the buttons appear dimmed on the Attendant window You can re enable the buttons by clearing the check mark from the appropriate check box Enterprise Edge Attendant Console Set Up and Operation Guide P0908543 Issue 02 Configuring Enterprise Edge Attendant Console 27 Starting the Reports component Although the Reports component is automatically installed with the Attendant component you can start it or quit it independently To start the Reports component from the Attendant component 1 On the Tools menu click Reports The Reports component starts in a separate window To start the Reports component from the Start menu 1 On the Windows taskbar click Start point to Programs point to Nortel Networks point to Attendant Console and then click Reports The Reports window opens Configuring the Reports component The first time you start the Reports component you must locate the server database called consoleservice mdb on the Enterprise Edge server The Enterprise Edge server database is in the directory named consoleservicedb The entire path name is D Data Files Norte
5. Check status of Station Retrieve Parked Call Ext n RetCodeText Error performing call Refer to Retcode messages on page 36 Startup failure Server cannot operate Check installation and RESTART Server Transfer Call Ext n RetCodeText Error performing call Refer to Retcode messages on page 36 Table 2 Server component error messages Enterprise Edge Attendant Console Set Up and Operation Guide 36 Troubleshooting Error message Log message Meaning Action required Transfer Call to Voice Mail Ext n RetCodeText Error performing call Refer to Retcode messages on page 36 Trunk Call hold Ext n RetCodeText Error performing call Refer to Retcode messages on page 36 Table 2 Server component error messages RetCode message Meaning Action required ME_ALREADY_ACTIVE The device is in the process of being monitored ME_ALREADY_MONITORED The device is already monitored ME_BAD_DN Either pDeviceName contains invalid characters or the device does not exist ME_BAD_PARAMETER An invalid parameter is passed to the API ME_COMMAND_ FAILED The reason Enterprise Edge has provided for the failure is not recognized by CTE ME_DEVICE_NOT_RESPONDING A system time out occurred ME_INVALID_DEVID The supplied device Id is not valid ME_NO_AVAIL_DEVID No additional devices can be monitored ME_NO_FREE_INTERC
6. Attendant PC 1 Exit any Windows programs that are running 2 On the taskbar click the Start button point to Find and then click Computer The Find Computer dialog box appears 3 In the Named list box type the name of the Enterprise Edge server or select the Enterprise Edge server from the list If you do not know the name ask your System Administrator 4 Click the Find Now button The icon of the computer appears in the list below 5 Double click the computer icon The computer s window opens 6 Double click the NortelDT folder 7 Double click the Attendant Console folder 8 Double click the Setup exe file The Enterprise Edge Attendant Console Installation dialog box appears P0908543 Issue 02 Enterprise Edge Attendant Console Set Up and Operation Guide 16 Installing Enterprise Edge Attendant Console 9 Click the button labeled with the language you want to use The Enterprise Edge Attendant Console Welcome dialog box appears 10 Click the Next button The Choose Destination Location dialog box appears 11 Click the Next button to accept the default location To change the directory location click the Browse button choose another directory location and then click the Next button The Select Program Folder dialog box appears 12 Click the Next button to accept the default Program Folder name Enterprise Edge Attendant Console To change the folder name click the name you chose in the Existing Fold
7. features The Server component communicates with the Attendant component s using the industry standard TCP IP protocol passing information about call arrival telephone status and the database to the Attendant component s as required It also handles Attendant component requests for Enterprise Edge server operations The Server component maintains and collects call processing information in an on line database for use in call handling and maintains call detail information for reporting purposes P0908543 Issue 02 Enterprise Edge Attendant Console Set Up and Operation Guide 8 Preparing for installation Enterprise Edge Attendant Console Attendant component The Attendant component controls the graphical user interface for operating Enterprise Edge Attendant Console The Attendant component displays incoming call information Enterprise Edge telephone status directory information and call disposition requests for enhancing the telephone attendant s productivity and responsiveness Note The Attendant component must be installed on all attendants PCs The Attendant component communicates with the Server component using TCP IP to perform call handling on the Enterprise Edge server and to access and manage the server database Enterprise Edge Attendant Console Reports component The Reports component provides the capability to display and print the information in the call processing database that is maintained by the Server compone
8. if you enter invalid data in either the To or From date boxes Examples of valid date formats include 10 24 73 assumes 1973 10 24 1973 October 24 1973 24 October 1973 The To date must be a date which occurs later than the From date The previous valid date has been reset An invalid date range was specified This error occurs if e The From date is set and a To date earlier than the From date is entered The To date is set and a From date later than the To date is entered If this error occurs the incorrect date is not changed Both the date and edit box are set back to the last valid value which is blank if the box had been set to blank Reports could not connect to the chosen database This error occurs if the Reports component fails to create a DAO record set from the database selected This can be because e The file is not found The file cannot be locked because it is in a write protected area e The file is not readable for some other reason This error can also result if DAO is not properly installed Table 5 Reports component error messages Enterprise Edge Attendant Console Set Up and Operation Guide P0908543 Issue 02 Troubleshooting 41 Error message Log message Meaning Action required The Reports component was unable to generate the listing from the database specified Make sure that the database selected is created by the server
9. NORTEL NETWORKS Enterprise Edge Attendant Console Set Up and Operation Guide 1 800 4 NORTEL www nortelnetworks com 1999 Nortel Networks P0908543 Issue 02 Contents Chapter 1 Chapter 2 Chapter 3 Chapter 4 Chapter 5 About Enterprise Edge Attendant Console 5 About this guide 5 Conventions 6 Reference documents 6 Preparing for installation 7 How Enterprise Edge Attendant Console works 7 Enterprise Edge Attendant Console Server component 7 Enterprise Edge Attendant Console Attendant component 8 Enterprise Edge Attendant Console Reports component 8 Company model 8 Requirements for Enterprise Edge Attendant Console 8 Enterprise Edge telephone system requirements 9 PC system requirements for installing the Attendant component on a client PC 9 PC system requirements for Unified Manager 10 Preparing the PC environment 11 Windows networking for an attendant 11 Windows networking for reports 13 Installing Enterprise Edge Attendant Console 15 Installing the Enterprise Edge Attendant Console Attendant component 15 Configuring Enterprise Edge Attendant Console 17 Configuring the Server component 17 Setting Logging options 18 Configuring the Attendant component 19 Starting the Attendant component for the first time 19 Starting the Attendant Component 19 Quitting the Attendant component 20 Types of Attendant setups 20 Setting up other Attendant features 24 Starting the Reports component 27 Configuring the Report
10. OMS No button is available to initiate the page on ME_NO_INTERCOM_AVAILABLE No intercom keys available ME_NO_STATE_MEMORY There are too many outstanding monitor requests the default maximum is 4 outstanding requests ME_NO_SYSTEM_SUPPORT CTE cannot execute this API on a Enterprise Edge Server release prior to DR7 ME_NOT_ACQUIRED CTE is not involved in a session with deviceld ME_PAGE_ DENIED Paging is disabled through the Enterprise Edge Server admin for deviceld ME_PAGING_BUSY A page is already being made in the specified page Zone ME_QUERY_FAILED The request for line pool information failed ME_SESSION_SUSPENDED CTE cannot execute this command while the session is suspended ME_TIMEOUT A system time out occurred while querying line pool information Table 3 Retcode messages Enterprise Edge Attendant Console Set Up and Operation Guide P0908543 Issue 02 Troubleshooting 37 Troubleshooting Attendant component installation This section describes solutions to problems that can occur while you install the Attendant component Example Socket Error on Attendant component start Initial Action The Attendant component displays a Socket Error message when you try to start the component Response TCP IP address is not specified on a stand alone system or TCP IP is not installed in the Windows operating system Install TCP IP and restart th
11. Up and Operation Guide P0908543 Issue 02 Troubleshooting 39 Logging Attendant activity You can create an Attendant log file that lets you examine the Attendant log for problems at any Attendant PC To create an Attendant log 1 On the Attendant window click the Tools menu and then click Log to file A check mark appears beside the Log to file command The Attendant log file is now saved on the disk To stop saving the Attendant log file to disk 1 On the Attendant window click the Tools menu and then click Log to file The check mark is cleared and the Attendant activity for the PC is no longer saved P0908543 Issue 02 Enterprise Edge Attendant Console Set Up and Operation Guide 40 Troubleshooting Troubleshooting the Reports component This section describes solutions to problems that can occur while you install the Reports component Example Reports window does not open Initial Action The Enterprise Edge Attendant Console Reports window does not open when you click Reports from the Tools menu in the Attendant window Response Check that you can open the Reports component from the Start button on the Windows taskbar Click Start point to Programs point to Enterprise Edge Attendant Console and then click Reports Error message Log message Meaning Action required The date string which was entered could not be processed The date or the format of the date is not valid This error occurs
12. and Operation Guide 26 Configuring Enterprise Edge Attendant Console Saving the Attendant component options 1 Click the OK button to save the changes you made on the Options dialog box or click the Cancel button if you made no changes or do not want to save the changes The Attendant options are operational immediately after saving the changes Selecting extensions The attendant can use the Selected tab to select extensions from the directory This is useful if the attendant wants to direct their incoming calls to a limited number of extensions To display a selection of extensions in the Directory list of the Attendant window 1 On the Attendant menu click Tools and then click Options The Options dialog box is displayed 2 On the Options dialog box click the Selected tab To add an extension click the extension you want in the All extensions list and then click gt gt to copy it to the Selected extensions list To remove an extension from the Selected extensions list click the extension number in the Selected extensions list and click lt lt 3 Click the OK button to return to the Attendant window Setting Transfer options for Enterprise Edge Voice Messaging and linking If your Enterprise Edge server is not connected to a Centrex switch and or is not connected to Enterprise Edge Voice Messaging you can disable the Link Transfer and or VM Transfer buttons on the Attendant window To disable the Transfer Options
13. bleshooting the Server component This section contains solutions to problems that can occur while you install or run the Server component If problems occur on the Server component log the Server activity and examine the log for error messages For information on how to set logging options see Setting Logging options on page 18 Logging Server component activity The Server component window allows you to choose optional functions of the Server component These functions can help diagnose Server component problems They are e Saving the server log file to disk e Changing the level of logging information to be displayed For information on changing these options see Setting Logging options on page 18 Saving the server log file If you activate the Log to file command the server log file is saved as a file named ConsoleServer log in the server directory Note If you save the Server log file the ConsoleServer log file continues to grow and take up disk space Make sure you turn this feature off when you are finished troubleshooting the Server component For information on changing these settings see Setting Logging options on page 18 Changing the amount of logging information displayed You can change the level of amount of the logging information that you display For information on changing the level of logging information see Setting Logging options on page 18 P0908543 Issue 02 Enterprise Edge Atten
14. d or if you do not subscribe to Caller ID services the Caller ID Information boxes are empty 8 In the Name box in the Caller Information option select or type a name if none is present 9 Click another extension in the Directory list and click the Transfer button 10 Check that the incoming call leaves the attendant s extension and the selected extension starts to produce an audible announcement tone Also check that the name entered in the Name box appears on the first line of the telephone display and display buttons on the second line 11 Press the Talk display button on the called extension and check that a voice connection is made to the originating telephone The Server component and the Attendant component installations are now verified If any of the steps do not occur properly refer to Troubleshooting the Server component on page 33 or Troubleshooting Attendant component installation on page 37 to check for installation errors If you are installing a networked model you also need to check the Attendant component installation on all of the Attendant PCs P0908543 Issue 02 Enterprise Edge Attendant Console Set Up and Operation Guide 30 Configuring Enterprise Edge Attendant Console Enterprise Edge Attendant Console Set Up and Operation Guide P0908543 Issue 02 Upgrading Enterprise Edge Attendant 6 Console You can add additional Enterprise Edge Attendant Console attendants Adding additional Enterprise Edge Atte
15. dant Console Set Up and Operation Guide 34 Troubleshooting Server log error messages Examine the list of messages logged on the left side of the Enterprise Edge Attendant Console server window for information about the problem and compare the message to the list below Is there a problem with the database Error message Log message Meaning Action required Calloc failed in put_tcpip_packet Memory allocation failed RESTART Server Camp Call on Ext Ext n RetCodeText Error on last operation Refer to Retcode messages on page 36 Cannot close Console Server until completely started Trying to close Server during initialization Wait until start is completed before closing Cannot listen for connections Unrecoverable error RESTART Server Cannot open blocked CLID db file Server cannot find needed file Check for deletion in Server directory Restart Server Cannot open COS array file Server cannot find needed file Check for deletion in Server directory Restart Server Enterprise Edge Attendant Console Application connection closed extension Attendant component for ext has closed Enterprise Edge Attendant Console Application connection opened extension Attendant component for ext has started ConsoleServer ini file not found in Windows directory Server cannot find needed file Could not register server with CTE CTE CTA not set up correctly Check in
16. e Attendant component Example Attendant component verification procedure does not work Initial Action The Attendant component installation is complete but some of the verification procedures do not work Response Check the Enterprise Edge Attendant Console Server window to see that the Status of Server Program indicates Running Check for LAN connectivity between the Server PC and the Attendant PC through the use of Network Neighborhood Check the Enterprise Edge server installation to ensure that extensions are defined correctly Example Enterprise Edge Message extension not working Initial Action The Enterprise Edge Message extension cannot be dialed from the Attendant window Response To access the Enterprise Edge Message system click the VM Transfer button and enter your mailbox number P0908543 Issue 02 Enterprise Edge Attendant Console Set Up and Operation Guide 38 Troubleshooting Error Message Log Message Meaning Action Required A target is required Check contents of Target box for validity Cannot transfer a call to self Target field equals the Attendant extension Invalid Attendant Extension Attendant Extension not changed The Attendant extension entered is invalid Choose a valid extension No Active call on Attendant No Loop button is in the Active state Make Loop active and retry Not all the search results could be displayed because there were too many
17. e Enter Attendant Options dialog box appears the first time you start the Attendant component after installation In the Attendant Extension box type the extension number for the attendant If the network has more than one Enterprise Edge Attendant Console server running click the server ID box and type the server ID for the server you want to use Click the OK button The Tip of the Day dialog box appears over the Enterprise Edge Attendant Console Attendant window Click the Close button to close the Tip of the Day window The Tip of the Day window closes and the Enterprise Edge Attendant Console window remains open Starting the Attendant Component After you start the Attendant component the first time follow this procedure to start the Attendant component subsequent times To start the Attendant component 1 On the Windows taskbar click Start point to Programs point to Enterprise Edge Attendant Console and click Attendant The Attendant component starts P0908543 Issue 02 Enterprise Edge Attendant Console Set Up and Operation Guide 20 Configuring Enterprise Edge Attendant Console Quitting the Attendant component You can quit the Attendant component whether the Attendant component window is visible or minimized To quit the Attendant component if the window is visible 1 On the File menu click Exit or 1 Click the Close button marked with an X in the upper right corner of the Attendant window To quit
18. eports could not draw the desired This error occurs if during the generation of the report report to the window This could be the Crystal Reports Engine cannot complete the report caused by a lack of windows and display it The two main causes are in order of resources or a missing engine most common first component Please close other applications that are running and try 1 A required DLL is missing or not installed again Also make sure that no needed correctly 99 of the time DLL s have been deleted 2 Windows is low on GUI resources Reports could not lock the database This error occurs if the database reported on is in a In order to lock the database the read only location on a shared drive and one of the database cannot be in a read only directory buttons is used location Please make sure that the database is not in a read only folder or drive and try again Table 5 Reports component error messages External Errors The DAO MSJet and Crystal Reports DLLs sometimes post error messages to the screen when errors occur These error messages are always be followed by one of the above error messages 1 DAO and MSuet are trademarks of Microsoft Corporation 2 Crystal Reports is a trademark of Seagate Information Management Group Inc Enterprise Edge Attendant Console Set Up and Operation Guide P0908543 Issue 02 Glossary Assistant attendant The assistant attendant provides call coverage fo
19. er at same version Invalid Extension Ext set in Console Specify a valid operational extension Invalid transfer destination Specify a valid operational extension Join Call Ext n RetCodeText Error performing call Refer to Retcode messages on page 36 Link Ext n RetCodeText Error performing call Refer to Retcode messages on page 36 No Active Call Function requested requires Active call No B2 Channels found possible error Installation error Review Enterprise Edge setup No Lines monitored cannot operate Check installation and RESTART Server No Stations monitored cannot operate Check installation and RESTART Server Outside Dial Ext n RetCodeText Error performing call Refer to Retcode messages on page 36 Outside Dial Invalid line prefix code Check installation and retry Overflow Call Ext n RetCodeText Error performing call Refer to Retcode messages on page 36 Page acquire Ext n RetCodeText Error performing call Refer to Retcode messages on page 36 Page release Ext n RetCodeText Error performing call Refer to Retcode messages on page 36 Park Call Ext n RetCodeText Error performing call Refer to Retcode messages on page 36 Pick up trunk invalid line ID Check installation and retry Pick up trunk No calls on Line ID Caller may have just hung up Query Station Status never returned
20. ers list box or type a different name in the Program Folders box 13 Click Attendant to install the Attendant component and then click the Next button As installation proceeds messages are displayed that indicate the progress of the installation The Setup Complete dialog box appears with the option Yes I want to restart my computer now selected 14 Click the Finish button Your computer restarts For Software Keycode information refer to the Enterprise Edge Software Keycode Installation Guide Enterprise Edge Attendant Console Set Up and Operation Guide P0908543 Issue 02 Configuring Enterprise Edge Attendant 5 Console After you install Enterprise Edge Attendant Console you must configure its components To configure Enterprise Edge Attendant Console you must e configure the Server component e configure the Attendant component e configure the Reports component Configuring the Server component To configure the Server component 1 Start your Internet browser 2 In the Address bar type the IP address of the Enterprise Edge server The default address is 10 1 1 1 If you don t know the IP address consult your Installer or Administrator The Enterprise Edge window opens 3 On the left pane click the key symbol beside Services and then click Attendant Console The Attendant Console window opens Group 1 c of View Help Comprehensive VoiceMail G Enterprise Edge VM Extension System
21. ery visit Advanced Java VM Enterprise Edge Attendant Console Set Up and Operation Guide P0908543 Issue 02 Preparing the PC environment 3 To prepare the PC environment e ensure the LAN is installed and functioning properly Consult your network administrator for assistance if necessary Enterprise Edge Attendant Console uses TCP IP to communicate between the Server component and the Attendant component This protocol must be installed on every PC that runs Enterprise Edge Attendant Console This includes PCs that are installed as stand alone Follow the steps in Windows networking for an attendant on page 11 and Windows networking for an attendant on page 11 Windows networking for an attendant Enterprise Edge Attendant Console uses the industry standard TCP IP protocol to communicate between the Enterprise Edge server and the Attendant component This means that you need the Windows Network component for all Enterprise Edge Attendant Console PCs including those without a LAN adapter The Enterprise Edge Attendant Console installation process does not install the Windows Network component For instructions on installing the Windows Networking component refer to your network or Windows documentation To check that the Windows system is correctly set up before you install the Enterprise Edge Attendant Console Attendant component Note If your company has a network administrator check with your administrator before changing any
22. he Extension box type the overflow attendant s extension number 3 Select Call overflow occurs to redirect calls when all of the main attendant s Loop buttons are busy with calls 4 Click the OK button Enterprise Edge Attendant Console Set Up and Operation Guide P0908543 Issue 02 Configuring Enterprise Edge Attendant Console 23 Assistant attendant setup An assistant attendant provides call coverage for one or more extensions in the system This means that you can set up the Attendant so that it monitors all incoming calls to specified extensions Since the assistant typically uses a PC for other work Enterprise Edge Attendant Console alerts the assistant without requiring that the Attendant window is always visible on the system To set up an assistant attendant 1 In the Options dialog box select the Assigned extension rings option The Call Notification dialog box appears to inform the assistant that there is an outside call for an Assigned extension Use the Assigned feature when an employee wants an assistant attendant such as an administrative assistant to answer the employee s calls Note Only calls that originate from outside the Enterprise Edge server appear on the assistant attendant s window Internal calls from an extension to an assigned extension do not appear on the assistant attendant s window Enable the Assistant function by copying extensions to the Assigned list on the Assigned tab of the Opti
23. ing calls that arrive on the attendant s Enterprise Edge telephone Each Attendant PC that is originally set up to receive incoming calls must be set up to redirect the calls to the backup Attendant PC Note Calls can be redirected to another Enterprise Edge Attendant Console attendant or any Enterprise Edge Voice extension If the attendant needs to leave their position they activate the backup attendant position by clicking the OUT button on the Attendant window This button indicates that the attendant is not at the station and that all calls are diverted to the specified backup position After clicking the OUT button the attendant can complete the calls currently in progress on the Attendant window New calls appear at the position but also appear at the backup position Even though the attendant is out the Attendant component can process calls if required To set up the backup attendant 1 Click the Tools menu and then click Options The Options dialog box appears 2 At the Redirect calls to option in the Extension box type the backup attendant s extension number P0908543 Issue 02 Enterprise Edge Attendant Console Set Up and Operation Guide 22 Configuring Enterprise Edge Attendant Console 3 To control call redirection on the Attendant window click Attendant and select either In or Out 4 Click the OK button Overflow attendant setup An overflow attendant receives calls that are redirected from another atte
24. ion for client software installation e SVGA monitor with a minimum resolution of 800 x 600 and 28 dot pitch or smaller e keyboard and mouse supported by Windows e printer supported by Windows optional for report printing e PCI bus Network Interface Adapter 10 100 MB Ethernet Note Excludes NE2000 Class cards Software requirements e Windows 95 Windows 98 or Windows NT 4 0 Operating System P0908543 Issue 02 Enterprise Edge Attendant Console Set Up and Operation Guide 10 Preparing for installation PC system requirements for Unified Manager Minimum hardware requirements e Win NT workstation running on P133 or higher CPU or compatible e 64 MB of memory or greater e 10 MB available disk space Note Additional disk space may be required for the server database The required size of the server database depends on the call volume and the frequency of call record deletion e Local Area Network connection for client software installation e SVGA 17 monitor with a resolution of at least 1024 x 768 and 28 dot pitch Software requirements e Windows 95 Windows 98 or Windows NT 4 0 Operating System Either e Netscape Communicator 4 5 or greater with these Advanced settings Java on Cached document comparison every time or e Internet Explorer 4 0 or greater with JVM Java Virtual Machine version 5 0 build 5 0 0 3167 or greater and these Temporary Internet File settings Check for newer versions ev
25. ise Edge Attendant Console Welcome dialog box 16 Enterprise Edge telephones compatible 9 Error messages Attendant component 38 external reports errors 42 Server component 34 Existing Folders list box 16 Extension box 21 Extension Attendant 19 l Initializing Attendant component 20 Server component 19 Installation preparing for 7 Installing Attendant component 15 Enterprise Edge Attendant Console 15 Reports component 15 verifying 28 Enterprise Edge Attendant Console Set Up and Operation Guide 46 Index L LAN 6 Link Transfer button 26 Log to file 39 Loop button 20 22 25 29 M Main attendant full time 20 Memory RAM required 9 10 My Extension 21 My extension rings 25 N Name box Caller Information option 29 Network checking for required components 12 operations 27 requirements 1 1 setup for an attendant 11 Windows for reports 13 Network window 11 12 O Operation network 27 Options dialog box 19 21 24 26 Selected tab 26 OUT button 21 Overflow attendant 22 P Part time main attendant 21 PC preparing the environment 11 Pop Call Notification dialog box when 24 R Redirect calls to 24 Release button 29 Reports component communication with server 8 configuring 27 installing 15 starting 27 troubleshooting 40 Reports window 40 Reports Windows networking 13 Requirements disk space 9 10 Enterprise Edge Attendant Console 8 hardware 9 memory RAM 9 10 network 11 software 9 10
26. lNetworks Attendant Console consoleservice mdb Note D indicates the drive letter which may vary according to the computer Quitting the Reports component To quit the Reports component 1 Click the File menu and then click Exit or Click the Close button in the upper right corner of the Reports window Networked operations Before you install Enterprise Edge Attendant Console set up the Enterprise Edge telephone system so that calls arrive at the appropriate extensions You can set up Enterprise Edge Attendant Console in a variety of network situations The following are two examples of networked operations Example All incoming calls go to two or more attendants Two or more Enterprise Edge telephones are set up so that incoming calls appear on the telephones at the same time The first attendant to answer an incoming call connects to the caller As soon as an attendant answers the call the other attendants telephones stop ringing P0908543 Issue 02 Enterprise Edge Attendant Console Set Up and Operation Guide 28 Configuring Enterprise Edge Attendant Console The first step is to set up the attendant telephones Install the Attendant component on each of the Attendant PCs and set them up as main attendants Each incoming call appears on the Attendant window of each Attendant PC The first attendant to answer a call connects to the caller The answered incoming call disappears from the other attendant s windows Example I
27. matches Please use a more restrictive search Edit Employee or Caller function Find argument is too broad Restrict argument and retry Not Enough licenses available on Server All Attendant licenses on the server are used Check that you are attached to the correct server Please close the Enterprise Edge Attendant Console application and reopen it to log in to the new server Shutdown the Attendant component and restart Server Message Answer Offered Call ME_DEVICE_NOT_RESPONDING The telephone is busy with Enterprise Edge configuration Socket Initialization Error TCP IP or network problem Restart the Attendant and retry The Enterprise Edge Attendant Console application could not open att dir file RE INSTALL the Attendant component The Reports package could not be found RE INSTALL the Attendant component The server did not respond Please try again The Server component did not responded to the last operation Attendant request Check that the server is running The system is low on available memory Some functions may not perform properly The target must be an extension For this operation the Target MUST be a valid extension Version Release does not match server Check that the server ID is the correct one If it is install the matching version of the Attendant Table 4 Attendant component error messages Enterprise Edge Attendant Console Set
28. ncoming calls are divided between two or more attendants The Enterprise Edge server incoming trunks are divided between two or more telephones Each attendant extension is programmed so that only a portion of the incoming calls appear at the telephone With two attendants for example half of the extensions ring at one attendant telephone Attendant A and the other half at the other attendant telephone Attendant B After you set up the telephones for the desired attendant setup you can install Enterprise Edge Attendant Console As in the previous example you must set up the Attendant component as a main attendant on each of the Attendant PCs The only difference is that in this example the overflow feature must be set at each Attendant PC This means A s extension must be set to overflow to B s and B s must be set to overflow to A s Verifying Enterprise Edge Attendant Console installation You must verify Enterprise Edge Attendant Console installation after installation and setup To verify that the installation is successful 1 On the PC that has the Attendant component installed click the Attendant taskbar button to maximize the window If the Attendant component is not running start the component To start the Attendant component On the Windows taskbar click Start point to Programs point to Enterprise Edge Attendant Console and then click Attendant Press one of the intercom buttons on the attendant s Enterp
29. ndant position if there are more incoming calls than Loop buttons on the other Attendant component For example if a main attendant is already handling six incoming calls the next call is redirected to the overflow attendant until one of the main attendant s six Loop buttons is free The overflow attendant can also operate as a main attendant an assistant attendant or any combination of the attendant types Note As with all Attendant component setups you must set the server ID and Attendant extension options from the Options dialog box After you have set the options the Attendant component displays all incoming calls that arrive on the attendant s Enterprise Edge telephone set If you set up an Attendant PC as the overflow each Attendant PC that is set up to receive incoming calls must be set up to redirect calls to the overflow Attendant PC whenever overflow conditions exist You need to activate the overflow feature at each Attendant PC Note Calls can be redirected to another Enterprise Edge Attendant Console attendant or any Enterprise Edge extension If the overflow condition all Loop buttons in use occurs on the Attendant position the Loop overflow indicator in the Attendant status bar turns on and the overflow call is diverted to the specified overflow extension To define the overflow extension 1 Click the Tools menu and then click Options The Options dialog box appears 2 At the Redirect calls to option in t
30. ndant Console attendants If you find that the call traffic is too high to be handled by your current number of attendants your company can purchase additional Attendant licenses in increments of one to a maximum of five attendants To register the additional Attendant licenses refer to the Enterprise Edge Software Keycode Installation Guide Removing Enterprise Edge Attendant Console To remove the Enterprise Edge Attendant Console software 1 4 5 Shut down all of the Enterprise Edge Attendant Console components Server Attendant and Reports On the Windows taskbar click Start point to Settings and click Control Panel Double click the Add Remove Programs icon Click Enterprise Edge Attendant Console Click the Add Remove button The files associated with Enterprise Edge Attendant Console are removed from your computer hard drive Complete the above steps on each PC that has Enterprise Edge Attendant Console installed P0908543 Issue 02 Enterprise Edge Attendant Console Set Up and Operation Guide 32 Upgrading Enterprise Edge Attendant Console Enterprise Edge Attendant Console Set Up and Operation Guide P0908543 Issue 02 Troubleshooting 7 This section contains solutions for problems that can occur while you install Enterprise Edge Attendant Console It includes e Troubleshooting Server component e Troubleshooting Attendant component installation e Troubleshooting Reports component installation Trou
31. network configuration parameters 1 Start Windows on the Attendant PC 2 On the Windows taskbar click Start point to Settings and then click Control Panel 3 Double click the Network icon The Network window opens with the Configuration tab displayed 4 Check that TCP IP is on the list of installed network components If not click the Add button to install this protocol using the Windows installation procedures 5 Double click TCP IP For Attendant PCs check with your network administrator that the IP Address option is consistent with other PCs on the network Normally the Obtain an IP address automatically option is selected 6 Install any components that are not present from the Windows installation package or consult your network administrator for assistance When these items are checked close the windows P0908543 Issue 02 Enterprise Edge Attendant Console Set Up and Operation Guide 12 Preparing the PC environment Checking the network components before installation Before you install Enterprise Edge Service over the network check that the required network components are installed on the Attendant PC Note If your company has a network administrator check with your administrator before changing any network configuration parameters To check for required network components on the Attendant PC 1 2i Start Windows on the PC On the Windows taskbar click Start point to Settings and then click Contr
32. ng The ConsoleServiceDB Properties dialog box opens 5 Select the Shared as option 6 Click the Permissions button The Access Through Share Permissions dialog box opens 7 From the Type of Access list box select Full Control 8 Click the OK button A message appears asking if you want to include DOS users 9 Click the Yes button 10 Click the Apply button P0908543 Issue 02 Enterprise Edge Attendant Console Set Up and Operation Guide 14 Preparing the PC environment Enterprise Edge Attendant Console Set Up and Operation Guide P0908543 Issue 02 Installing Enterprise Edge Attendant Console A To install Enterprise Edge Attendant Console complete each of the following steps in order Each step is described in detail in this guide 1 Ensure you have all the contents of the Enterprise Edge Attendant Console package 2 Ensure all telephone system PC and network requirements are met Refer to Preparing the PC environment on page 11 3 Install the Attendant component by following the procedures in Installing the Enterprise Edge Attendant Console Attendant component on page 15 If you encounter error messages during the installation process refer to Troubleshooting on page 33 Installing the Enterprise Edge Attendant Console Attendant component On the Attendant PCs install the Enterprise Edge Attendant Console Attendant software To install the Enterprise Edge Attendant Console Attendant software on an
33. nt The Reports component is installed automatically with the Attendant component and it accesses the server database using TCP IP Company model You can set up a Enterprise Edge Attendant Console system with a networked model In a networked model one or more attendants manage the calls for a company with their PCs connected through a network to the Server component To set up more than one attendant to manage a company s calls you can connect the Server component to additional PCs through a LAN The Attendant component can be installed on the same PC as the Server component as well as on other LAN attached PCs An Attendant component license is required for each additional copy of the Attendant component Requirements for Enterprise Edge Attendant Console Install the Reports component on the same PC as the Attendant component When you install the Server component the Attendant component is automatically installed at the same time This occurs even when the attendant position is on a different PC This is so that you can easily check the Enterprise Edge Attendant Console installation from the Enterprise Edge server After you perform the check you can shut down the Attendant component at the Enterprise Edge server Before you install Enterprise Edge Attendant Console check that your equipment meets e the Enterprise Edge telephone system requirements e the PC system requirements for the Attendant component Enterprise Edge At
34. ol Panel Double click the Network icon The Network window opens with the Configuration tab displayed Click the File and Print Sharing button The File and Print Sharing dialog box appears Select both the options in the File and Print Sharing dialog box Click the OK button The File and Print Sharing dialog box closes Click the OK button on the Network window Enterprise Edge Attendant Console Set Up and Operation Guide P0908543 Issue 02 Preparing the PC environment 13 Windows networking for reports When Enterprise Edge Attendant Console processes incoming calls it stores information about each call in a centralized database on the server PC The Reports component uses this database to prepare different types of call reports If the Reports component is executed on a PC you must first locate the centralized server database from the PC running the reports Refer to Configuring the Reports component on page 27 To support operation of the Reports component on a networked Attendant PC e Check that the File and Print Sharing component is present and enabled To share the server database with the Reports component over the network 1 On the Windows taskbar of the Enterprise Edge server click Start point to Find and then click Files or Folders The Find All Files dialog box appears 2 In the Named box type consoleservicedb 3 Click the Find Now button 4 Right click the consoleservicedb folder and click Shari
35. ons dialog box To add or remove an assistant attendant s assigned extensions 1 Click Tools in the Main menu and then click Options The Options dialog box appears 2 Click the Assigned tab on the Options dialog box To add an extension click the extension you want in the All extensions list and click gt gt to copy it to the Assigned extensions list To remove an extension from the Assigned extensions list click the extension number in the Assigned extensions box and click lt lt 3 Click the OK button You can view assigned extensions at any time by clicking the Assigned tab in the Directory options of the Attendant window P0908543 Issue 02 Enterprise Edge Attendant Console Set Up and Operation Guide 24 Configuring Enterprise Edge Attendant Console Setting up other Attendant features You can assign Attendant features for the different set ups through the Options dialog box To set up other Attendant features 1 On the Tools menu click Options The Options dialog box appears Options Assigned Selected r Pop Call Notification dialog box when Sere o z ID pbpdd0t 4 ca nort I My extension rings m Restore minimized Attendant screen when m Attendant I Call answered on Attendant extension My extension 1226 m Redirect calls to rm Transfer Options cela min I Disable YM Transfer I Call overflow occurs I am out I Disable Link Transfer
36. r e transfer calls to employees or their Enterprise Edge Voice Messaging extension e send the caller s name to the employee s Enterprise Edge telephone display e park calls and page employees e view in a Directory information about your company s employees such as their extension number employee status and telephone status e create and print reports showing how incoming calls are handled e view the status of all extensions in the company s Enterprise Edge server For information about using these features refer to the Enterprise Edge Attendant Console User Guide About this guide This document describes how to install and set up an Enterprise Edge Attendant Console system for use in your company The instructions in this guide are designed for experienced PC users who are familiar with client server software installations Enterprise Edge technology and Local Area Network LAN technology If you encounter problems or require definitions of error messages during installation refer to Troubleshooting on page 33 P0908543 Issue 02 Enterprise Edge Attendant Console Set Up and Operation Guide 6 About Enterprise Edge Attendant Console Conventions The term LAN refers to a Local Area Network that supports TCP IP Reference documents You may need to refer to the following documentation e the Enterprise Edge Operations Guide and Enterprise Edge Server Guide that comes with your Enterprise Edge server e the Enterpri
37. r one or more extensions connected to the Enterprise Edge server Attendant PC A personal computer used to run the Enterprise Edge Attendant Console Attendant component To operate the Attendant PC must be connected to an Enterprise Edge server Backup attendant The backup attendant receives calls if the main attendant is not available to answer calls The main attendant uses the Out button on the Attendant window to indicate they are not available Caller ID A service available from the telephone company that displays the caller s telephone number and in some cases the caller s name on the display of a telephone If your company subscribes to Caller ID and has Enterprise Edge Attendant Console installed the Attendant window displays the caller s name and telephone number CTE Computer Telephony Engine Enterprise Edge Attendant Console Enterprise Edge Attendant Console is a Windows based software application that provides call management and call activity reporting capability to a business LAN Local Area Network A group of computers connected together to access information and services in a common environment Main attendant The telephone attendant who is primarily responsible for managing a company s incoming calls P0908543 Issue 02 Enterprise Edge Attendant Console Set Up and Operation Guide 44 Glossary Networked model A way of configuring Enterprise Edge Attendant Console so that one or more A
38. rise Edge telephone and check that the telephone status icon of the attendant s extension in the Full tab of the Attendant s Directory shows that the telephone is off hook In the Directory list click the Full tab and click the extension icon of a telephone that is physically located near the Attendant s telephone Check that the Target box contains the Directory information for that extension Enterprise Edge Attendant Console Set Up and Operation Guide P0908543 Issue 02 Configuring Enterprise Edge Attendant Console 29 4 Click the Call button Check that the Attendant extension icon indicates Off hook the first Loop button indicates Active and the Target extension is audibly ringing Click the Release button to end the call 5 Go to another Enterprise Edge telephone and obtain an outside line by pressing an external line button or pressing an intercom button and entering the line pool access code 6 Simulate an incoming call by dialing the main outside telephone number of the Enterprise Edge server On the Attendant window check that a Loop button indicates Ringing and that the Caller ID information if set up displays next to the Loop button 7 Click the Loop button Check that the button changes from Ringing to Active and that the attendant s extension is connected to the originating telephone Check that the Caller Information option has Caller ID information If Enterprise Edge server Caller ID hardware is not installe
39. s component 27 Quitting the Reports component 27 Networked operations 27 Verifying Enterprise Edge Attendant Console installation 28 P0908543 Issue 02 Enterprise Edge Attendant Console Set Up and Operation Guide 4 Contents Chapter 6 Upgrading Enterprise Edge Attendant Console 31 Adding additional Enterprise Edge Attendant Console attendants 31 Removing Enterprise Edge Attendant Console 31 Chapter 7 Troubleshooting 33 Troubleshooting the Server component 33 Logging Server component activity 33 Troubleshooting Attendant component installation 37 Logging Attendant activity 39 Troubleshooting the Reports component 40 Glossary 43 Index 45 Enterprise Edge Attendant Console Set Up and Operation Guide P0908543 Issue 02 About Enterprise Edge Attendant Console Enterprise Edge Attendant Console is an application that provides centralized call management and call activity reporting capability to a business It runs on one or more Pentium class personal computers PCs With Enterprise Edge Attendant Console a telephone attendant uses a graphical user interface You can customize the way Enterprise Edge Attendant Console is set up to best suit your company s call management requirements The attendant uses the interface to e originate calls e answer and manage multiple calls e view a company s name before answering a call e record add and change caller information for future use e quickly access information about a calle
40. s notified of an incoming call by a Ringing Loop button To activate call notification 1 At the Pop Call Notification dialog box when option select either Assigned extension rings The attendant is notified of calls to the assigned extensions or My extension rings The attendant is notified when their own extension has an incoming call If both check boxes are clear the attendant is not notified of calls when the window is minimized Automatically restoring the Attendant window when a call comes in The Attendant window is normally minimized or under another window in a part time attendant environment The attendant can restore the screen by clicking the Enterprise Edge Attendant Console Attendant button in the Windows taskbar A quicker method is to set the Attendant window to restore automatically The Attendant component can automatically restore the window when the attendant s extension goes Offhook active This ensures the attendant can access the Attendant window without having to manually restore it To set the Attendant window to restore automatically 1 Click the Tools menu and then click Options The Options dialog box is displayed 2 In the Restore minimized Attendant screen when option select the Call answered on Attendant extension check box The window is restored when the attendant uses the extension to make or answer a call P0908543 Issue 02 Enterprise Edge Attendant Console Set Up
41. se Edge Voice Messaging installation and set up documentation that comes with your Enterprise Edge product package e the Enterprise Edge Attendant Console User Guide Enterprise Edge Attendant Console Set Up and Operation Guide P0908543 Issue 02 Preparing for installation 2 Before you install Enterprise Edge Attendant Console e read the section How Enterprise Edge Attendant Console works on page 7 e read the section Company model on page 8 e review the requirements Refer to Requirements for Enterprise Edge Attendant Console on page 8 e make sure your Enterprise Edge telephone system is installed properly and is functioning correctly Refer to Preparing the PC environment on page 11 After you complete these steps read Installing Enterprise Edge Attendant Console on page 15 before you proceed How Enterprise Edge Attendant Console works Enterprise Edge Attendant Console is a client server software system consisting of the following three components e Enterprise Edge Attendant Console Server component e Enterprise Edge Attendant Console Attendant component e Enterprise Edge Attendant Console Reports component Enterprise Edge Attendant Console Server component The Server component supports the Attendant component running on PCs connected through a Transmission Control Protocol Internet Protocol TCP IP based LAN The Server component also uses this interface to request Enterprise Edge server call processing
42. server and must be the telephone at the attendant s desk Enterprise Edge Attendant Console Set Up and Operation Guide P0908543 Issue 02 Configuring Enterprise Edge Attendant Console 21 To set or change the attendant s extension 1 Click Tools and then click Options The Options dialog box appears with the Options tab displayed 2 Atthe Attendant option in the My Extension box type the extension number of the attendant s Enterprise Edge telephone Part time main attendant setup The part time main attendant is an attendant that can answer incoming calls and perform additional functions on the PC such as word processing The difference between the full time main attendant setup and the part time main attendant setup is that part time has additional Attendant options that allow notification of incoming calls when the Attendant component is minimized Refer to Full time main attendant setup on page 20 and Setting up other Attendant features on page 24 Backup attendant setup A backup attendant is an attendant position that receives calls that are redirected from some other attendant position The backup attendant can also operate as a main attendant or assistant attendant or any combination of the attendant types Note As with all Attendant component setups you must set up the server ID and Attendant extension options from the Options dialog box After you set up the options the Attendant component displays all incom
43. stallation and RESTART Server Destination Station too busy LCD display on telephone already in use by Server Transfer call to Enterprise Edge Message Do_tcpip_state_send appears broken TCP IP protocol stack corrupted Restart Server Error allocating Lines Server unable to monitor Lines Check for installation errors Ext not in transfer query mode Target extension for function in wrong mode Retry operation after checking extension Incompatible CTE Version found s expecting compatibility version last digit c less CTE_compatibility RE INSTALL Server component after removing CTE program from system Incompatible Switch Software Version found s expecting DR7 or greater Upgrade your Enterprise Edge Voice Server to DR7 or greater Intercom Call Ext n RetCodeText Error performing call Refer to Retcode messages on page 36 Table 2 Server component error messages Enterprise Edge Attendant Console Set Up and Operation Guide P0908543 Issue 02 P0908543 Issue 02 Troubleshooting 35 Error message Log message Meaning Action required Internal Dial Ext n RetCodeText Error performing call Refer to Retcode messages on page 36 Invalid Assistant Extension Ext Specify a valid operational extension Invalid Backup Attendant extension Specify a valid operational extension Invalid Console Version Install Attendant Serv
44. t the database selected is not a valid Enterprise Edge Attendant Console database The colon is followed by a new line on which a more specific error message from the Crystal Reports Engine is displayed This message is usually Unable to connect incorrect table location Reports could not find the needed report rpt file Make sure all the rpt files are installed correctly This occurs when generating a report if the appropriate rpt file is not found in the Reports directory Either the file is deleted moved not installed correctly or corrupted When corrupted the Crystal Engine can no longer recognize it as a rpt file even though the name indicates it is The report file has somehow become corrupted The following statement in English is more detailed information useful for troubleshooting This error occurs if the needed rpt file is found but does not contain the correct parameter fields or information The Extension Directory Report using ExtDir rpt does not produce this error because it does not require any parameters The statement which follows part occurs on the next line and is a message from the Crystal Reports Engine Unfortunately it is most often No Error Table 5 Reports component error messages P0908543 Issue 02 Enterprise Edge Attendant Console Set Up and Operation Guide 42 Troubleshooting Error message Log message Meaning Action required R
45. telephones 9 Enterprise Edge Attendant Console Set Up and Operation Guide Restore minimized Attendant screen when 24 25 Restoring Attendant window 25 S Select Program Folder dialog box 16 Selected extensions box 26 Selected tab Directory list 26 Options dialog box 26 Server 24 Server component configuring 17 19 error messages 34 Server database sharing 13 Setup Complete dialog box 16 Setup Complete window 16 Setup Enterprise Edge Attendant Console Enterprise Edge Attendant Console setting up 17 Shared as check box 13 Starting Reports component 27 T Take button 25 Target box 28 38 TCP IP LAN based 7 Telephone requirements for Enterprise Edge Attendant Console installation 9 Telephones compatible 9 Tip of the Day dialog box 19 Tools 26 Transfer 29 Transfer Options 24 26 Troubleshooting Attendant component installation 37 Reports component 40 U Uninstalling Enterprise Edge Attendant Console 31 Upgrading adding attendants 31 V Visual Call Announcing and Control compatible telephones for 9 VM Transfer button 26 37 W Windows network component 11 network requirements 1 1 required for Server component 9 10 P0908543 Issue 02
46. tendant Console Set Up and Operation Guide P0908543 Issue 02 Preparing for installation 9 Enterprise Edge telephone system requirements Enterprise Edge Attendant Console operates with the Enterprise Edge server The Enterprise Edge server must be equipped with trunk modules capable of receiving Caller ID information You must also subscribe to the Caller ID functions through the local telephone company Make sure that each attendant has an Enterprise Edge two line display display telephone and a headset The Enterprise Edge Attendant Console Attendant component can monitor the following telephones e Enterprise Edge two line display e Enterprise Edge one line display e 2500 type industry standard e Enterprise Edge Companion wireless Enterprise Edge Attendant Console supports Visual Call Announcing and Control on Enterprise Edge two line display telephones PC system requirements for installing the Attendant component on a client PC If you install the Attendant component on a PC you require the following PC hardware and software Minimum hardware requirements e Pentium based PC e 32 MB of memory or greater e 10 MB available disk space total disk space required for either the stand alone model or networked model Note Additional disk space may be required for the server database The required size of the server database depends on the call volume and the frequency of call record deletion e Local Area Network connect
47. the Attendant component if the window is minimized 1 Right click the Attendant component button on the taskbar 2 Click the Close button Types of Attendant setups You must configure each PC that has the Attendant component installed to handle calls either as a main attendant overflow attendant backup attendant or assistant attendant Full time main attendant setup The full time main attendant is a telephone operator configuration where the Attendant window is always visible You can define a number of full time attendants Every Attendant component must have the server ID and Attendant extension options configured properly for the Attendant component to function The server ID tells the Attendant component where the Enterprise Edge Attendant Console Server component is located The Attendant extension setting tells the Attendant component which Enterprise Edge telephone belongs to the attendant After you define the settings the Attendant component makes incoming calls to the attendant s telephone appear as a yellow Ringing Loop button on the Attendant window If the attendant s telephone is programmed to receive all incoming calls for the company main attendant the Enterprise Edge Attendant Console Attendant component also displays the calls To receive and make telephone calls the Attendant component requires a telephone extension associated with this component The extension must be a valid extension on the Enterprise Edge
48. ttendant components are connected to the Enterprise Edge server through a LAN Overflow attendant The overflow attendant handles the excess calls when the main attendant receives more calls than can be handled by an Attendant window Server ID The TCP IP host name of an Enterprise Edge Attendant Console PC Server PC A personal computer used to run the Server component In some Enterprise Edge Attendant Console models the server PC runs the Attendant component and the Reports component Server component Part of the Enterprise Edge Attendant Console software The Server component communicates with one or more Attendant components Service The ability of a Windows NT machine to start a process usually automated when the machine is started Taskbar The area on the bottom of the desktop that contains the Enterprise Edge Attendant Console taskbar buttons TCP IP Transmission Control Protocol Internet Protocol The communication protocol used by Enterprise Edge Attendant Console to communicate between the Server component and the Attendant components The industry standard communication protocol for communication between computers Enterprise Edge Attendant Console Set Up and Operation Guide P0908543 Issue 02 Index A Add Remove button 31 All extensions box 26 Assigned extension rings 25 Assigned tab Directory options 23 Assistant attendant 23 Attendant 24 assistant 23 backup 21 features 24 incoming calls notif
49. umber between 0 to 60 This number represents the level of detail you want to log Set To file to Yes to save the log to a file Set CP events on to Yes to log Computer Telephony Engine events Set Device events on to Yes to log phone events such as off hook on hook and Call Forward Set Response events on to Yes to log how Enterprise Edge Attendant Console interprets events on the system Set Session events on to Yes to log system events other than those covered by Device events and Response events Set System events on to Yes to log events reported through Windows NT such as general protection faults that are related to Enterprise Edge Attendant Console or Windows NT Close the browser window to enable logging Enterprise Edge Attendant Console Set Up and Operation Guide P0908543 Issue 02 Configuring Enterprise Edge Attendant Console 19 Configuring the Attendant component You must set up each PC that has the Attendant component installed to handle calls either as a full time main attendant part time main attendant backup attendant overflow attendant or assistant attendant Starting the Attendant component for the first time After you configure the Server you can start and set up the Attendant component To start the Attendant component for the first time 1 On the Windows taskbar click Start point to Programs point to Enterprise Edge Attendant Console and click Attendant The Attendant component starts Th
50. ying of 25 overflow 22 Attendant component adding attendants 31 communication with server 8 configuring 20 error messages 38 installing 15 restoring window 25 starting for the first time 19 Transfer options 26 troubleshooting installation 37 Attendant Extension 19 Attendant option 21 Attendant main full time 20 Attendant part time main 21 B Backup attendant 21 Cc Call answered on Attendant extension 25 Call button 29 Call Notification dialog box 23 24 25 Call overflow occurs 22 Caller ID 9 Caller ID Information box 29 Caller Information options 29 Choose Destination Location dialog box 16 Compatible telephones 9 Configuring Attendant component 20 Reports component 27 Server component 17 19 ConsoleServer log 33 ConsoleServiceDB 13 Control Panel window 12 Conventions Set Up and Operation Guide 6 P0908543 Issue 02 D Directory list 23 Disable Link Transfer 26 Disable VM Transfer 26 Disk space required 9 10 Documentation reference 6 E Enterprise Edge Attendant Console about 5 about the Set Up and Operation Guide 5 adding attendants 31 choosing a model 8 compatible telephones 9 components 7 installing 15 installing the Attendant component 15 installing the Reports component 15 PC requirements 9 requirements 8 software requirements 9 10 uninstalling software 31 verifying installation 28 Enterprise Edge Attendant Console Attendant button 25 Enterprise Edge Attendant Console Server window 37 Enterpr
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