Avaya BCM 2.0 Attendant Console User's Manual
Contents
1. Main attendant full time 22 Memory RAM required 9 My Extension 23 My extension rings 27 N Name box Caller Information option 31 N etwork checking for required components 12 operations 29 requirements 11 setup for an attendant 11 Windows for reports 13 N etwork window 11 12 O O peration network 29 O ptions dialog box 21 23 26 28 Selected tab 28 OUT button 23 O verflow attendant 24 P Part time main attendant 23 PC preparing the environment 11 Pop Call N otification dialog box when 26 R Redirect calls to 26 Release button 30 Reports component communication with server 8 configuring 29 installing 15 starting 29 troubleshooting 42 Reports window 42 Reports W indows networking 13 Requirements disk space 9 Enterprise Edge Attendant Console 8 Enterprise Edge 2 0 Attendant Console Set Up and O peration Guide hardware 9 memory RAM 9 network 11 software 9 telephones 9 VNC 13 Restore minimized Attendant screen when 26 27 Restoring Attendant Console window 27 S Select Program Folder dialog box 16 Selected extensions box 28 Selected tab Directory list 28 O ptions dialog box 28 Server 26 Server component configuring 17 error messages 36 Setup Complete dialog box 16 Setup Complete window 16 Setup Enterprise Edge Attendant Console 17 Starting Reports component 29 T Take button 27 Target box 30 40 TCP IP LAN based 7 Telephone requirements for Enterprise Edge Attendant Console insta2. Incoming 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 a portion of the incoming calls appear at the telephone With two attendants for example half the extensions ring at one attendant telephone Attendant A and the other extensions ring at the other attendant telephone Attendant B After you set up the telephones you can install Enterprise Edge Attendant Console As in the previous example you must set up the Client 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 Client component installed click the Attendant taskbar button to maximize the window If the Client component is not running start the component To start the Client component On the Windows taskbar click Start point to Programs point to Nortel Networks point to Attendant Console Client and then click Attendant 2 Press one of the intercom buttons on the attendant s Enterprise Edge telephone a
3. s name to the employee s Enterprise Edge telephone display e park calls and page employees e view information in a Directory about your company s employees such as their extension number person status and telephone status e create and print reports showing how incoming calls are handled e view the status of extensions in the company s Enterprise Edge server For information about using these features refer to the Enterprise Edge 2 0 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 35 P0911959 Issue 02 Enterprise Edge 2 0 Attendant Console Set Up and O peration 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 2 0 Programming Operations Guide and the Enterprise Edge 2 0 Server Installation Guide that comes with your Enterprise Edge server e the Enterprise Edge Voice Messaging installation and set up documentation that
4. 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 produces 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 Client component installations are now verified If any of the steps do not occur properly refer to Troubleshooting the Server component on page 35 or Troubleshooting Client component installation on page 39 to check for installation errors If you are installing a networked model you also need to check the Client component installation on all of the Attendant PCs P0911959 Issue 02 Enterprise Edge 2 0 Attendant Console Set Up and O peration Guide 32 Configuring Enterprise Edge Attendant Console Enterprise Edge 2 0 Attendant Console Set Up and O peration Guide P0911959 Issue 02 Upgrading Enterprise Edge Attendant 6 Console You can add additional Enterprise Edge Attendant Console attendants Adding additional Enterprise Edge Attendant Console attendants If you find that the call traffic i
5. IP For attendant PCs check with your network administrator that the IP Address option is consistent with other PCs on the network Usually 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 After you make sure these items are installed close the windows P0911959 Issue 02 Enterprise Edge 2 0 Attendant Console Set Up and O peration 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 Control 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 2 0 Attendant Console SetUp and O pe
6. component the first time follow this procedure to start the Client component subsequent times To start the Client component 1 On the Windows taskbar click Start point to Programs point to Nortel Networks point to Attendant Console Client and click Attendant The Client component starts P0911959 Issue 02 Enterprise Edge 2 0 Attendant Console Set Up and O peration Guide 22 Configuring Enterprise Edge Attendant Console Quitting the Client component You can quit the Client component whether the Attendant Console window is visible or minimized To quit the Client component if the window is visible 1 On the File menu click Exit or Click the Close button Xx in the upper right corner of the Attendant Console window To quit the Client component if the Attendant Console window is minimized 1 Right click the Client component button on the taskbar 2 Click the Close button Types of Attendant setups You must configure each PC that has the Client 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 Console window is always visible You can define a number of full time attendants Every Client component must have the server ID and Attendant extension options configured for the Client component to function The server ID tells the C
7. 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 parameters 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 The message is most often No Error P0911959 Issue 02 Table 5 Reports component error messages Enterprise Edge 2 0 Attendant Console Set Up and O peration Guide 44 Troubleshooting Error message Log message Meaning Action required Reports 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 ma
8. messages Examine the list of messages 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 Examine whether there is 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 38 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 Client component for ext has closed Enterprise Edge Attendant Console Application connection opened extension Client 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 not set up correctly Check installation and restart Server Destination Station too busy LCD display on
9. network administrator for assistance if necessary Enterprise Edge Attendant Console uses TCP IP to communicate between the Server component and the Client component TCP IP must be installed on every PC that runs Enterprise Edge Attendant Console Follow the steps in Windows networking for an attendant Windows networking for an attendant Enterprise Edge Attendant Console uses TCP IP to communicate between the Enterprise Edge server and the Client component This means that you need the Windows Network component for all Enterprise Edge Attendant Console PCs 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 Note If your company has a network administrator check with your administrator before changing any network configuration parameters To check that the Windows system is correctly set up before you install the Enterprise Edge Attendant Console Client component 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 TCP IP using the Windows installation procedures 5 Double click TCP
10. r Enterprise Edge Front View Add Delete Del AIl System key Management i Diagnostics heading Information Frame Navigation Frame Components of the Enterprise Edge Unified Manager screen 7 On the Navigation Tree click the Services key click the Console Service key and then click the Server Configuration heading The Server Configuration screen appears non gt lt NETWORKS Group Edit Configuration Performance Fault Repot T s Logoff View Help Comprehensive Add Delete Det An G Enterprise Edge 47 65 82 131 4 System A i Resources Services Telephony Services Voice Mail Call Detail Recording TAPI Console Serice gt g 2 Voice Mail Port Voice Mail Pilot Extension fe Rediscover Station list on next restart No Y Station Discovery General Information Diagnostic Logging VoIP Gateway DHCP DNS IP Routing IPX Routing SNMP O05 QoS Monitor Web Cache Net Link Mgr Alarm Service NAT Firewall Filters Fead w 8 In the Voice Mail Pilot Extension box type the extension number for Enterprise Edge Voice Messaging To determine the Enterprise Edge Voice Messaging extension number press Feature 8 6 Jona telephone that i
11. telephone already in use by Server Transfer call to Enterprise Edge Message Do_tcpip_state_send appears broken TCP IP 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 Intercom Call Ext n RetCodeText Error performing call Refer to Retcode messages on page 38 Internal Dial Ext n RetCodeText Error performing call Refer to Retcode messages on page 38 Invalid Assistant Extension Ext Specify a valid operational extension Table 2 Server component error messages Enterprise Edge 2 0 Attendant Console Set Up and O peration Guide P0911959 Issue 02 P0911959 Issue 02 Troubleshooting 37 Error message Log message Meaning Action required Invalid Backup Attendant extension Specify a valid operational extension Invalid Console Version Install Client and Server at same version Invalid Extension set in Console Specify a valid operational extension Invalid transfer destination Specify a valid operational extension Join Call Ext n RetCodeText Error performing c
12. 1959 Issue 02 Enterprise Edge 2 0 Attendant Console Set Up and O peration Guide 28 Configuring Enterprise Edge Attendant Console Saving the Client component options 1 Click the OK button to save the changes you made in 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 available as soon as you save 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 Console window 1 On the Tools menu click Options The Options dialog box appears 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 Console window Setting Transfer options for Enterprise Edge Voice Messaging and linking If your Enterprise Edge server is not connected to a Centrex switch or is not connected to Enterprise Edge Voice Messaging you can disable the Link Transfer and VM Transfer buttons on the Attendant window To d
13. Files NortelNetworks Attendant Console consoleservice mdb Note D indicates the drive letter which can vary according to the computer Quitting the Reports component To quit the Reports component 1 On the File menu 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 P0911959 Issue 02 Enterprise Edge 2 0 Attendant Console Set Up and O peration Guide 30 Configuring Enterprise Edge Attendant Console The first step is to set up the attendant telephones Install the Client 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
14. NORTEL NETWORKS Enterprise Edge 2 0 Attendant Console Set Up and Operation Guide www nortelnetworks com 2000 Nortel N etworks P0911959 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 Server component 7 Client component 8 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 Client component on a client PC 9 Preparing the PC environment 11 Windows networking for an attendant 11 Windows networking for reports 13 Virtual network computing VNC 13 Web browser requirements 13 Using VNC 14 Quitting VNC 14 Installing Enterprise Edge Attendant Console 15 Installing the Enterprise Edge Attendant Console Client component 15 Configuring Enterprise Edge Attendant Console 17 Configuring the Server component 17 Setting Logging options 19 Configuring the Client component 21 Starting the Client component for the first time 21 Starting the Client component 21 Quitting the Client component 22 Types of Attendant setups 22 Setting up other Attendant features 26 Starting the Reports component 29 Configuring the Reports component 29 Quitting the Reports component 29 Networked operations 29 Verifyin
15. Software Keycode Installation Guide Enterprise Edge 2 0 Attendant Console Set Up and O peration Guide P0911959 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 configure the Server component configure the Client component configure the Reports component Configuring the Server component To configure the Server component 1 2 Start your Internet browser In the Address bar type the IP address of the Enterprise Edge server and the port number 6800 For example 10 1 1 1 6800 If you don t know the IP address consult your Installer or Administrator The Enterprise Edge Unified Manager Configure screen appears Click the Configure button The Enterprise Edge Login screen appears In the Login box type supervisor In the Password box type visor Click the Connect button The Enterprise Edge Unified Manager screen appears Components of the Enterprise Edge Unified Manager screen on page 18 shows the components of the Enterprise Edge Unified Manager screen P0911959 Issue 02 Enterprise Edge 2 0 Attendant Console Set Up and O peration Guide 18 Configuring Enterprise Edge Attendant Console menu bar NORTEL ENTERPRISE Group Edit Configuration _ Performance Fault Report Tools Logoff View Help N avigation Tree Comprehensive L E
16. all Refer to Retcode messages on page 38 Link Ext n RetCodeText Error performing call Refer to Retcode messages on page 38 No Active Call Function requested requires an 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 38 Outside Dial Invalid line prefix code Check installation and retry Overflow Call Ext n RetCodeText Error performing call Refer to Retcode messages on page 38 Page acquire Ext n RetCodeText Error performing call Refer to Retcode messages on page 38 Page release Ext n RetCodeText Error performing call Refer to Retcode messages on page 38 Park Call Ext n RetCodeText Error performing call Refer to Retcode messages on page 38 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 Check status of Station Retrieve Parked Call Ext n RetCodeText Error performing call Refer to Retcode messages on page 38 Startup failure Server cannot operate Check installation and restart Server Trans
17. comes with your Enterprise Edge product package e the Enterprise Edge 2 0 Attendant Console User Guide Enterprise Edge 2 0 Attendant Console Set Up and O peration Guide P0911959 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 in 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 three components e Server component e Client component e Reports component Server component The Server component supports the Client 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 features The Server component communicates with the Client components using TCP IP to pass information about call arrival telephone status and the database to the Client components as required The Server component a
18. dant options that allow notification of incoming calls when the Client component is minimized Refer to Full time main attendant setup on page 22 and Setting up other Attendant features on page 26 Backup attendant setup A backup attendant is an attendant position that receives calls that are redirected from another attendant position The backup attendant can also operate as a main attendant an assistant attendant or any combination of the attendant types Each Attendant PC that is 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 Console window This button indicates that the attendant is not at the station diverts calls to the backup position After the attendant clicks the Out button they can complete the calls currently in progress on the Attendant Console window New calls appear at the position but also appear at the backup position Although the attendant is out the Client component can process calls if required P0911959 Issue 02 Enterprise Edge 2 0 Attendant Console Set Up and O peration Guide 24 Configuring Enterprise Edge Attendant Console To set up the backup attendant 1 On the Tools menu click Options Th
19. dants 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 Client component can be installed on LAN attached PCs A Client component license is required for each additional copy of the Client component Requirements for Enterprise Edge Attendant Console Install the Reports component on the same PC as the Client component Before you install Enterprise Edge Attendant Console check that your equipment meets e Enterprise Edge telephone system requirements e PC system requirements for installing the Client component on a client PC Enterprise Edge 2 0 Attendant Console SetUp and O peration G uide P0911959 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 Caller ID through the local telephone company Make sure that each attendant has an Enterprise Edge two line display telephone and a headset The Enterprise Edge Attendant Console Client 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 Co
20. e Options dialog box appears 2 At the Redirect calls to option in the Extension box type the backup attendant s extension number 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 attendant position if there are more incoming calls than Loop buttons on the other Client 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 If the overflow condition all Loop buttons in use occurs on the Attendant position the Loop overflow indicator appears in the Attendant status bar and the overflow call is diverted to the specified overflow extension The overflow attendant can also operate as a main attendant an assistant attendant or any combination of the attendant types If you set up an attendant PC as the overflow attendant 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 To define the overflow extension 1 On the Tools menu click Op
21. ed 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 Console window when a call comes in The Attendant Console window is normally minimized or under another window in a part time attendant environment The attendant can restore the Attendant Console window by clicking the Enterprise Edge Attendant Console button in the Windows taskbar A quicker method is to set the Attendant Console window to restore automatically The Client component can automatically restore the Attendant Console window when the attendant s extension goes off hook active This ensures the attendant can access the Attendant Console window without having to manually restore it To set the Attendant Console window to restore automatically 1 On the Tools menu click Options The Options dialog box appears 2 In the Restore minimized Attendant screen when option select the Call answered on Attendant extension check box The Attendant Console window is restored when the attendant uses the extension to make or answer a call P091
22. endant Console 4 To install Enterprise Edge Attendant Console complete each of the following steps in order Each step is described in this guide 1 Ensure you have all the contents of the Enterprise Edge Attendant Console package Ensure all telephone system PC and network requirements are met Refer to Preparing the PC environment on page 11 Install the Client component by following the procedures in Installing the Enterprise Edge Attendant Console Client component on page 15 If you encounter error messages during the installation process refer to Troubleshooting on page 35 Installing the Enterprise Edge Attendant Console Client component On the attendant PCs install the Enterprise Edge Attendant Console Client software To install the Client software on an attendant PC 1 2 Quit any Windows based programs that are running On the taskbar click the Start button point to Find and then click Computer The Find Computer dialog box appears 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 Installer or Administrator Click the Find Now button The icon of the computer appears in the list below Double click the computer icon The computer s window opens Double click the NortelDT folder Double click the Attendant Console folder Double click the Setup exe file The Enterprise Edge At
23. endant Console 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 P0911959 Issue 02 Enterprise Edge 2 0 Attendant Console Set Up and O peration Guide 42 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 Console window Response Check that you can open the Reports component from the Start button on the Windows taskbar 1 Click Start point to Programs point to Nortel Networks point to Attendant Console Client 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 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 The From date is set and a To date earlier than the From date is en
24. er must have e one of the following operating systems Windows NT 4 0 Windows 95 Windows 98 e Java Virtual Machine JVM version 5 0 build 5 0 0 3188 or greater e one of the following web browsers Netscape Communicator 4 5 or greater Microsoft Internet Explorer 4 0 or greater If you are using Netscape Communicator you must set the following preferences e Advanced Enable Java On e Cache Cached document comparison Every Time P0911959 Issue 02 Enterprise Edge 2 0 Attendant Console Set Up and O peration Guide 14 Preparing the PC environment If you are using Microsoft Internet Explorer you must set the following Internet options e General Check for new versions Every visit e Advanced Java JIT compiler enabled On Using VNC To use VNC 1 Open a web browser on a computer with a LAN connection to the Enterprise Edge system 2 In the Address bar type the IP address of the Enterprise Edge server and the port number for WinVNC The port number for WinVNC is 5800 For example http 10 10 10 1 5800 The VNC Authentication screen appears 3 In the Password box type VNC TeirGR8 4 Click the OK button The Enterprise Edge desktop appears Note You cannot use a proxy to access the Enterprise Edge system Quitting VNC 1 Click the Disconnect button 2 Close your web browser Enterprise Edge 2 0 Attendant Console Set Up and O peration Guide P0911959 Issue 02 Installing Enterprise Edge Att
25. fer Call Ext n RetCodeText Error performing call Refer to Retcode messages on page 38 Transfer Call to Voice Mail Ext n RetCodeText Error performing call Refer to Retcode messages on page 38 Trunk Call hold Ext n RetCodeText Error performing call Refer to Retcode messages on page 38 Table 2 Server component error messages Enterprise Edge 2 0 Attendant Console Set Up and O peration Guide 38 Troubleshooting 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_INTERCOMS 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_NOT_ACQUIRED CTE is not involved in a session with deviceld ME_PAGE_DENIED Paging
26. 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 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 click OK from a directory dialog box with more than 100 selections causes this error and returns the user to the directory dialog box from which they must 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 but 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
27. g Enterprise Edge Attendant Console installation 30 P0911959 Issue 02 Enterprise Edge 2 0 Attendant Console Set Up and O peration Guide 4 Contents Chapter6 Upgrading Enterprise Edge Attendant Console 33 Adding additional Enterprise Edge Attendant Console attendants 33 Removing Enterprise Edge Attendant Console 33 Chapter 7 Troubleshooting 35 Troubleshooting the Server component 35 Logging Server component activity 35 Troubleshooting Client component installation 39 Logging Attendant activity 41 Troubleshooting the Reports component 42 Glossary 45 Index 47 Enterprise Edge 2 0 Attendant Console Set Up and O peration Guide P0911959 Issue 02 About Enterprise Edge Attendant Console 1 Enterprise Edge Attendant Console is an application that provides centralized call management and call activity reporting 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 caller e transfer calls to employees or their voice message mailbox e send the caller
28. he Logoff menu click Logoff A message appears that asks you to confirm your request to log off Click the Yes button A message appears that asks you to close the browser window after you log off Click the OK button Enterprise Edge 2 0 Attendant Console SetUp and O peration G uide P0911959 Issue 02 Configuring Enterprise Edge Attendant Console 21 Configuring the Client component You must set up each PC that has the Client 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 Client component for the first time After you configure the Server you can start and set up the Client component To start the Client component for the first time 1 On the Windows taskbar click Start point to Programs point to Nortel Networks point to Attendant Console Client and click Attendant The Client component starts The Enter Attendant Options dialog box appears the first time you start the Client component after installation 2 In the Attendant Extension box type the extension number for the attendant 3 Click the server ID box and type the server ID for the server you want to use 4 Click the OK button The Tip of the Day dialog box appears over the Enterprise Edge Attendant Console window 5 Click the Close button to close the Tip of the Day window Starting the Client component After you start the Client
29. he Password box type visor 6 Click the Connect button The Enterprise Edge Unified Manager screen appears Components of the Enterprise Edge Unified Manager screen on page 18 shows the components of the Enterprise Edge Unified Manager screen 7 On the Navigation Tree click the Services key click the Console Service key and then click the Diagnostic Logging heading The Diagnostic Logging screen appears P0911959 Issue 02 Enterprise Edge 2 0 Attendant Console Set Up and O peration Guide 20 Configuring Enterprise Edge Attendant Console 8 10 11 12 13 14 15 16 17 18 In the Log Detail Level box type a number between 0 to 60 This number represents the level of detail you want to log Set Log To file to Yes to save the log to a file Set Log CP events to Yes to log Computer Telephony Engine events Set Log Device events to Yes to log phone events such as off hook on hook and Call Forward Set Log Response events to Yes to log how Enterprise Edge Attendant Console interprets events on the system Set Log Session events to Yes to log system events other than those covered by Device events and Response events Set Log System events 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 On the Navigation Tree click the Enterprise Edge heading The Enterprise Edge Unified Manager screen appears On t
30. 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 2 0 Attendant Console Set Up and O peration Guide P0911959 Issue 02 Troubleshooting 39 Troubleshooting Client component installation This section describes solutions to problems that can occur when you install the Client component Example Socket Error on Client component start Initial Action The Client component displays a Socket Error message when starting 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 the Client component Example Client component verification procedure does not work Initial Action The Client 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 Enterprise Edge server and the Attendant PC through the use of Network Neighborhood Check the En
31. isable the Transfer Options 1 On the Tools menu click Options The Options dialog box appears 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 2 0 Attendant Console Set Up and O peration Guide P0911959 Issue 02 Configuring Enterprise Edge Attendant Console 29 Starting the Reports component Although the Reports component is automatically installed with the Client component you can start it or quit it independently To start the Reports component from the Client 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 Client 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
32. ke 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 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 2 0 Attendant Console Set Up and O peration Guide P0911959 Issue 02 Glossary Assistant attendant The assistant attendant provides call coverage for one or more extensions connected to the Enterprise Edge server via the LAN Attendant PC A personal computer used to run the Enterprise Edge Attendant Console Client component 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 Console window to indica
33. le telephones 9 Configuring Client component 21 22 Reports component 29 Server component 17 ConsoleServer log 35 Control Panel window 12 Conventions Set Up and O peration Guide 6 P0911959 Issue 02 D Directory list 25 Disable Link Transfer 28 Disable VM Transfer 28 Disk space required 9 Documentation reference 6 E Enterprise Edge Attendant Console about 5 about the Set Up and Operation Guide 5 adding attendants 33 choosing a model 8 compatible telephones 9 components 7 installing 15 installing the Client component 15 installing the Reports component 15 PC requirements 9 requirements 8 setting up 17 software requirements 9 uninstalling software 33 verifying installation 30 Enterprise Edge Attendant Console Attendant button 27 Enterprise Edge A ttendant Console Server window 39 Enterprise Edge Attendant Console W elcome dialog box 16 Enterprise Edge telephones compatible 9 Error messages Client component 40 external reports errors 44 Server component 36 Existing Folders list box 16 Extension box 24 Extension Attendant 21 l Initializing Client component 22 Installation preparing for 7 Installing Client component 15 Enterprise Edge Attendant Console 15 Reports component 15 verifying 30 Enterprise Edge 2 0 Attendant Console Set Up and O peration G uide 48 Index J Java Virtual Machine 13 JVM see Java Virtual Machine L LAN 6 Link Transfer button 28 Log to file 41 Loop button 22 24 27 30
34. lient component where the Server component is located The Attendant extension setting tells the Client component which Enterprise Edge telephone belongs to the attendant After you define the settings 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 Client component also displays the calls To receive and make telephone calls the Client component requires a telephone extension associated with this component The extension must be a valid extension on the Enterprise Edge server and must be the telephone at the attendant s desk Enterprise Edge 2 0 Attendant Console Set Up and O peration Guide P0911959 Issue 02 Configuring Enterprise Edge Attendant Console 23 To set or change the attendant s extension 1 On the Tools menu 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 Atten
35. llation 9 Telephones compatible 9 Tip of the Day dialog box 21 Tools 28 Transfer 31 Transfer O ptions 26 28 Troubleshooting Client component installation 39 Reports component 42 U Uninstalling Enterprise Edge Attendant Console 33 Upgrading adding attendants 33 V Virtual network computing VNC 13 Visual Call Announcing and Control compatible telephones for 9 VM Transfer button 28 39 VNC 13 requirements 13 P0911959 Issue 02 Index 49 WwW Windows network component 11 network requirements 11 required for Client component 9 Enterprise Edge 2 0 Attendant Console Set Up and Operation Guide P0911959 Issue 02
36. lso handles Client component requests for Enterprise Edge server operations The Server component maintains and collects call processing information in a database The Server component uses the information in the database for call handling The Server component also maintains call detail information for reporting purposes P0911959 Issue 02 Enterprise Edge 2 0 Attendant Console Set Up and O peration Guide 8 Preparing for installation Client component The Client component controls the Enterprise Edge Attendant Console graphical user interface The Client 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 The Client component enhances the telephone attendant s productivity and responsiveness by displaying e incoming call information e Enterprise Edge telephone status e directory information e call disposition requests Note The Client component must be installed on all attendants PCs Reports component The Reports component lets you view and print the information in the call processing database that is maintained by the Server component The Reports component is installed automatically with the Client component The Reports component accesses the server database using TCP IP Company model You can set up an Enterprise Edge Attendant Console system with a networked model In a networked model one or more atten
37. mpanion wireless Enterprise Edge Attendant Console supports Visual Call Announcing and Control on Enterprise Edge two line display telephones PC system requirements for installing the Client component on a client PC To install the Client 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 connection 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 P0911959 Issue 02 Enterprise Edge 2 0 Attendant Console Set Up and O peration Guide 10 Preparing for installation Enterprise Edge 2 0 Attendant Console Set Up and O peration Guide P0911959 Issue 02 Preparing the PC environment 3 To prepare the PC environment e ensure the LAN is installed and functioning properly Consult your
38. nd 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 3 In the Directory list click the Full tab and click the extension icon of a telephone located near the Attendant s telephone Check that the Target box contains the Directory information for that extension 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 Enterprise Edge 2 0 Attendant Console Set Up and O peration Guide P0911959 Issue 02 Configuring Enterprise Edge Attendant Console 31 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 is shown 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 installed or if you do not subscribe to Caller ID services the
39. nswer Offered Call ME_DEVICE_NOT_RESPONDING The telephone is busy configuring Enterprise Edge Socket Initialization Error TCP IP or network problem Restart the Client and retry The Enterprise Edge Attendant Console application could not open att dir file Re install the Client component The Reports package could not be found Re install the Client component The server did not respond Please try again The Server component did not respond to the last operation Client 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 Client Table 4 Client component error messages Enterprise Edge 2 0 Attendant Console Set Up and O peration Guide P0911959 Issue 02 Troubleshooting 41 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 Console 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 Att
40. problems that can occur when 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 19 Logging Server component activity The Server component window lets you 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 displayed For information on changing these options see Setting Logging options on page 19 Saving the server log file If you activate the Log to file command the server log file is saved as in the server directory as a file named ConsoleServer log 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 19 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 19 P0911959 Issue 02 Enterprise Edge 2 0 Attendant Console Set Up and O peration Guide 36 Troubleshooting Server log error
41. r more Client 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 protocol used by Enterprise Edge Attendant Console to communicate between the Server component and the Client components The industry standard protocol for communication between computers Enterprise Edge 2 0 Attendant Console Set Up and Operation Guide P0911959 Issue 02 Index A Add Remove button 33 All extensions box 28 Assigned extension rings 27 Assigned tab Directory options 25 Assistant attendant 25 Attendant 26 assistant 25 backup 23 features 26 incoming calls notifying of 27 overflow 24 Attendant Extension 21 Attendant option 23 Attendant main full time 22 Attendant part time main 23 B Backup attendant 23 Cc Call answered on Attendant extension 27 Call button 30 Call Notification dialog box 25 26 27 Call overflow occurs 24 Caller ID 9 Caller ID Information box 31 Caller Information options 31 Choose Destination Location dialog box 16 Client component adding attendants 33 communication with server 8 configuring 21 22 error messages 40 installing 15 restoring Attendant Console window 27 starting for the first time 21 Transfer options 28 troubleshooting installation 39 Compatib
42. ration G uide P0911959 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 database on the Enterprise Edge server The Reports component uses this database to prepare call reports If the Reports component is executed on a PC you must first locate the server database from the PC running the reports Refer to Configuring the Reports component on page 29 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 For more information see Checking the network components before installation on page 12 In order for the Enterprise Edge Attendant Console Clients to access the database you must enable sharing for the database The path where the database is located is D Data Files NortelNetworks Attendant Console consoleservice mdb Note D indicates the drive letter which can vary according to the computer WARNING The database can contain sensitive information Make the database available only to users who are Enterprise Edge Attendant Console Clients Virtual network computing VNC VNC is an application that you can use to remotely access the Enterprise Edge server To use VNC you need a web browser on your PC Web browser requirements To use VNC to access the Enterprise Edge server your comput
43. s connected to the system The Enterprise Edge Message extension number appears on the telephone s LCD display Enterprise Edge 2 0 Attendant Console Set Up and O peration Guide P0911959 Issue 02 9 Configuring Enterprise Edge Attendant Console 19 In the Station Discovery 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 10 On the Navigation Tree click the Enterprise Edge heading The Enterprise Edge Unified Manager screen appears 11 On the Logoff menu click Logoff A message appears that asks you to confirm your request to log off 12 Click the Yes button A message appears that asks you to close the browser window after you log off 13 Click the OK button 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 To enable logging 1 Start your Internet browser 2 In the Address bar type the IP address of the Enterprise Edge server and the port number 6800 For example 10 1 1 1 6800 If you don t know the IP address consult your Installer or Administrator The Enterprise Edge Unified Manager Configure screen appears 3 Click the Configure button The Enterprise Edge Login screen appears 4 In the Login box type supervisor 5 In t
44. s 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 Client software 1 2 4 5 Quit all of the Client and Reports components On the Windows taskbar click Start point to Settings and click Control Panel Double click the Add Remove Programs icon FY Click Attendant Console Client Click the Add Remove button The files associated with Enterprise Edge Attendant Console are removed from your computer hard drive Repeat steps 1 through 5 on each PC that has Enterprise Edge Attendant Console installed P0911959 Issue 02 Enterprise Edge 2 0 Attendant Console Set Up and O peration Guide 34 Upgrading Enterprise Edge Attendant Console Enterprise Edge 2 0 Attendant Console Set Up and O peration Guide P0911959 Issue 02 Troubleshooting 35 Troubleshooting 7 This section contains solutions for problems that can occur when you install Enterprise Edge Attendant Console It includes e Troubleshooting the Server component e Troubleshooting the Client component installation e Troubleshooting the Reports component installation Troubleshooting the Server component This section contains solutions to
45. te 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 Console 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 P0911959 Issue 02 Enterprise Edge 2 0 Attendant Console Set Up and Operation Guide 46 Glossary Networked model A way of configuring Enterprise Edge Attendant Console so that one or more Client components are connected to the Enterprise Edge server through a LAN Overflow attendant The overflow attendant handles excess calls if 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 component Part of the Enterprise Edge Attendant Console software The Server component communicates with one o
46. tendant Console Installation dialog box appears P0911959 Issue 02 Enterprise Edge 2 0 Attendant Console Set Up and O peration 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 License Agreement dialog box appears 11 Read the License Agreement If you accept the agreement click the Yes button If you do not accept the License Agreement click the No button to cancel the installation The following steps assume you click the Yes button The Choose Destination Location dialog box appears 12 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 13 Click the Next button to accept the default Program Folder name Nortel Networks To change the folder name click the name you chose in the Existing Folders list box or type a different name in the Program Folders box 14 Click the Next button As installation proceeds messages appear 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 15 Click the Finish button Your computer restarts For Software Keycode information refer to the Enterprise Edge
47. tension My extension m Redirect calls to m Transfer Options Caer ats I Disable YM Transfer T Call overflow occurs I Disable Link Transfer Cancel Apply The Options tab contains Option Description Pop Call Notification dialog sets the Call Notification dialog box to pop onto the screen box when Restore minimized Attendant sets whether the Attendant window is restored when a call is screen when answered on your extension Redirect calls to sets the overflow or backup attendant Server displays the name of the server 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 Contents of the Options tab Enterprise Edge 2 0 Attendant Console Set Up and O peration Guide P0911959 Issue 02 Configuring Enterprise Edge Attendant Console 27 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 ignore the call and let another attendant answer it e by a Ringing Loop button If the window is visible not minimized the Call Notification dialog box does not appear The attendant is notifi
48. tered 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 reset to the last valid value which is blank if the box has 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 e 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 2 0 Attendant Console Set Up and O peration Guide P0911959 Issue 02 Troubleshooting 43 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 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 preceded by a message from the Microsoft Jet database engine that says 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
49. terprise 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 P0911959 Issue 02 Enterprise Edge 2 0 Attendant Console Set Up and O peration Guide 40 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 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 Client component and restart Server Message A
50. the assistant attendant s window Enable the Assistant function by copying extensions to the Assigned list on the Assigned tab of the Options dialog box To add or remove an assistant attendant s assigned extensions 1 Click the Tools 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 Console window P0911959 Issue 02 Enterprise Edge 2 0 Attendant Console Set Up and O peration Guide 26 Configuring Enterprise Edge Attendant Console Setting up other Attendant features You can assign Attendant features for the different setups in the Options dialog box To set up other Attendant features 1 On the Tools menu click Options The Options dialog box appears with the Options tab displayed Options Assigned Selected Pop Call Notification dialog box when _ gt Servet I Assigned extension rings ID _ _ My extension rings i Restore minimized Attendant screen when r Attendant I Call answered on Attendant ex
51. tions The Options dialog box appears 2 At the Redirect calls to option in the 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 2 0 Attendant Console Set Up and O peration Guide P0911959 Issue 02 Configuring Enterprise Edge Attendant Console 25 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 selected 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 Click the Tools menu and then click Options The Options dialog box appears 2 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
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