net.Console 3.3 User Guide
Contents
1. ty 60 of max waiting time orange al 80 of max waiting time red Type of supervised call 100 of max waiting time auto return gt Show all supervised calls Search supervised calls If selected calls from Search in other operators are supervised and Clear search field also shown queued calls WWWw escaux com Unify your Communication with ESCAUX www escaux com Scroll th h Double click a t LOUE Jd line to dial Su ory via up down arena EYS extension LR First Name Last Name Company short conversatit ringing robot jlodep busy robot long conversation congestion voicemail queue robot jlodep Peter Faraday Andy Cooper Auto search when typing Dial any number Contacts Extension 6701 6702 6703 6705 6706 6707 6 708 6710 6711 Drag amp drop or right Not connected click column headers Status O Office G agos O office G 30g L7 Busy G 3 96 O Office G 30g 7 Closed G 3 F Absent G 3 L7 Queue G 5 O Office G GS QG O Office G 3g Con o Refine your search WWWw escaux com Clear search field Unify your Communication with her Contacts Single click to Intentional Single click to dial send email Status extension O Office G Single click to dia2. Unify your Communication with parer Directory options Autodial on single search result Outlook Do not load Outlook contacts Load all Outlook contacts Load Outlook contacts from address books only Dial number automatically when there a exact match for the search e Choose which Outlook contacts must be loaded in the directory WWWw escaux com Unify your Communication wit ESCAUX Voicemail options e Choose extensions for which the voicemail box will be monitored e Set the pincode for each extension voicemail box Red if wrong pincode green if correct WWWw escaux com Unify your Communication wit ESCAUX www escaux com In case of trouble WWWw escaux com Unify your Communication with CAS xX Report a problem Click to open bug report window Select the impacted call Describe the problem Report Problem Select Call Report Problem Select Call wt 11 11 11 11 gt Line 1 6710 F araday wt Describe the problem 10 58 10 58 gt Line 1 70006 Test user 6 Baekelandt 11 11 11 11 gt Line 1 6707 voicemail 11 11 11 11 gt Line 1 6710 Peter Faraday phone 11 35 11 35 gt Line 1 6710 Peter Faraday 11 37 11 37 gt Line 1 6710 Peter Faraday Unable to transfer all to mobile a bug report and will also reset Four phone which will terminate all Four phone which will termi
3. t use these buttons they will be removed e You should now ask your administrator to configure this behavior for you It is explained in the administration guide WWWw escaux com Unify your Communication with CAS X Right pane SiGe http fwww escaux com gt Monday 7 Apr Tuesday 8 Apr Wednesday 9 Apr Thursday 10 Apr Friday 11 Apr Saturday 12 Apr Sunday 13 Apr A 09 00 Meeting Customer Web plugin area Speeddials 1 Speeddials 2 Speeddial area Mini toolbar WWWw escaux com Unify your Communication with A Web component focus E eS Fr ten l http www escaux co ay 7 r Ti day 8 r Focus on web component Focus on main application e Keyboard entries can either be captured by the net Console or by the web component e The web component will grab all keyboard shortcuts if it has focus as indicated by a red border WWWw escaux com Unify your Communication with ESCAUX www escaux com Documentation Sync contacts Mini toolbar Server connection status Preferences Send bug report WWWw escaux com Unify your Communication wi ESCAUX Control area e The different control keys are contextual Only the colored keys are functional Terminate Transfer Directed Cam ause pers
4. 11 04 0 09 REJECT 1003 Manager 2 002 mer 11 avr 15 11 19 0 33 E HANGUP 1003 Search All Show all or only Search call history rt Clear search field WWWw escaux com Unify your Communication with A Receptionist Show status of your Drag amp drop or right colleagues click column headers NI Contacts H Call History Receptionists Receptionist GUELE Status unidata ReptQueues Active ReptQueue 1 GeneralQueuet Status field WWWw escaux com ESCAUX Voicemail www escaux com Show voicemail of all Drag amp drop or right your extensions click column headers mer 14 mars 05 30 41 Oe EE wee 1003 Technical test 1003 snom 821 snom 821 mer 14 mars 05 40 36 Show new or older messages Inbox Old WWWw escaux com Unify your Communication with ESCAUX www escaux com Step by step WWWw escaux com O Answer a call 1 Call enters general queue 2 Queue counter increments 3 Phone rings 4 Line 1 displays incoming call g 5 Accept button lits up Ka 6 Accept call 1 Via mouse click on Accept button 2 Orviathe Enter key 7 Line 1 status icon changes to conversation 8 Control keys reflect the conversation state WWWw escaux com Unify your Communication wi ESCAUX Terminate a call 1 Terminate button is lit up 2 Terminate call 1
5. Via mouse click on terminate button 2 Orvia F2 key 3 Line 1 status icon changes to idle Control keys reflect the idle state e Please note that in the idle state the Terminate button is still lit This allows you to terminate calls that for some reason are remaining on the receptionist phone WWWw escaux com Unify your Communication with ESCAl Initiate a call Several possibilities to initiate a call Compose the number on the phone Double click directory entry Mouse select directory entry and press Enter Single click dial phone or mobile icon on directory entry Compose number in number field and press Enter Select a speed dial WWWw escaux com ESCAUX Hold and unhold call Call is in conversation state Hold button is lit up 3 Hold call 1 Via mouse click on Hold button F 2 Or via Enter key 4 Line 1 status icon changes to hold 5 Hold button is pressed 6 Unhold call 1 Via mouse click on Hold button 2 Or via Enter key 7 Line 1 status icon changes to conversation again WWWw escaux com Unify your Communication with ESCAUX Blind Transfer 1 Callis in conversation state 2 Search contact in directory 1 Ifthe search results in a unique result the blind transfer is initiated immediately optional behavior 2 Ifthe search return multiple entries the blind transfer is execut
6. to Pause gt Click on the red button on the left You are now logged into your personal queue You are now in pause for the general queue STEP 2 Go to Logged In gt Click on the red button on the right You are now logged into your personal queue and the general queue You are ready to accept calls WWW eScaux com www escaux com Logout STEP 2 Go to Logged Out gt Click on the green button on the left You are now logged out of both queues You will not receive incoming calls anymore STEP 1 Go to Pause gt Click on the green button on the right You are now in pause for the general queue and still logged into your personal queue You can finish current calls and still accept personal calls WWW eScaux com Unify your Communication with ESLAV Close application e It is advised to log out before closing the application If you log out from the paused or logged in states a warning will display If you log out anyway the application will attempt to remove the phone from the queues but it is advised to log out before closing the application Please log out 4 You should log out before closing the application Cancel Close anyway WWWw escaux com Unify your Communication wit ESCAUX www escaux com Anatomy of the application WWWw escaux com Unify your Communication with A The screen layout X900 b E gt 2008 Monday 7 Apr T
7. 1 Press the Direct Park button or press EQ 2 Dial the user s extension using the method of choice 3 The call appears in the supervision area Time Note OW Ne ame Peter Faraday TT 6711 Andy netconsole1 WWWw escaux com Unify your Communication with ESCAUX Directed Park retrieval www escaux com e In order to retrieve a direct parked call the user simply dials 55 lt ext gt from any phone where lt ext gt is his personal extension e As a result the direct parked call dissappears from the supervision area WWWw escaux com Unify your Communication with ESCAUX Transform Attended Transfer into Camp On e In the event the destination is busy during an attended transfer the attended transfer can be camped on the callee s extension 1 Press the Camp button of press F10 2 The call appears in the supervision area WWWw escaux com Unify your Communication with EER Chaining a call 1 e Chaining a call is similar with Attended Transfer The only difference is that at the end of the conversation between the caller and the callee the caller returns back to the operator e Call chaining offers an operator the possibility to bring the caller in contact with various people without obliging the caller to initiate several calls to the general number WWWw escaux com her Chaining a call 2 1 To chain a call follow the exact same procedure as with the Atte
8. Unify your Communication wit ESCAUX www escaux com net Console 3 3 User Guide Unify your Communication with ESCAUX Content e Start login logout e Anatomy ofthe application Hs by step Answer a call Terminate a call Initiate a call Attended transfer Blind transfer Call parking Directed call parking Initiate a callin chain e Customize the application General preferences Keyboard shortcuts Speed dial s Font sizes Directory Voicemail WWWw escaux com Unify your Communication with CAS xX Your desktop The net Console SNOM 320 or Polycom IP 650 Headset optional WWWw escaux com Unify your Communication wit ESCAUX www escaux com Start login logout WWWw escaux com Unify your Communication wit ESCAUX Authenticate and Login e Before you can start accepting calls you need first to authenticate and then to login ESCAUX Login BESCAUX Authentication window WWWw escaux com Unify your Communication wit ESCAUX Login amp Logout e Logged out no general calls or personal calls e Paused no general calls only personal calls This State allows you to terminate your calls Press to logout before logging out SO e Logged in general and personal calls Press to go Number of back to pause receptionists WWWw escaux com Login STEP 1 Go
9. ed after manually calling an entry 3 Call in transfer shows up in the supervision area Number Name Time Mote CNET 6710 Peter Faraday EE s702 ringing robot netconsole1 4 When the destination accepts the call the line dissapears from the supervision area 5 Ifthe destination does not answer 1 A manual take back can be performed to terminate the transfer see later 2 An auto return will occur after a timeout call enters personal queue WWWw escaux com Unify your Communication wit ESCAUX Blind Transfer to busy number In most attendant console applications a blind transfer towards a busy number results in a lost call With the net Console when the destination is busy the outgoing call is terminated and the original call is placed on hold This gives the attendant console agent the opportunity to take back the caller WWWw escaux com ESCA Attended Transfer 1 Call is in conversation state Place caller on hold 3 Search contact in directory 1 Ifthe search results in a unique result the attendant transfer is initiated immediately optional behavior 2 Ifthe search return multiple entries the attended transfer is executed after manually calling an entry 4 Thecaller shows up as Line 2 in ringing state WWWw escaux com Unify your Communication with CAT X Attended Transfer 2 5 Atthis point the control button show
10. l mobile number Keyboard status Source WWWw escaux com Unify your Communication wi ESCAUX Customize columns display es Drag amp drop column header to reorder columns Company Extension gt Status EEECEEERE LOGGVGGGG 6000000000 7 keyboard Presence e Right click on the F1 Source column header to User 3 Fuser show or hide specific User 5 usere columns User 7 User 8 User 9 Unify your Communication with CAT X Call History Call disposition Drag amp drop or right Double click line to placed answered Re click column headers dial internal extension missed Contac Date a Duration Operation Note Extensio Manager 1 001 mer 11 avr 14 10 25 0 13 HANGUP new park note 1003 Manager 1 001 mer 11 avr 14 10 41 hor PARK new park note 1003 Receptionist 1003 mer 11 avr 14 11 43 0 02 PARK testing park no 1003 Receptionist 1003 mer 11 avr 14 11 43 0 00 QG PARK 1005 Receptionist 1003 mer 11 avr 14 11 49 0 01 gt HANGUP 1003 aS Receptionist 1003 mer 11 avr 14 23 44 0 02 Oo DIAL 1003 Manager 2 002 mer 11 avr 15 08 53 0 20 1003 Manager 2 002 mer 11 avr 15 09 20 0 10 REJECT 1003 Manager 2 002 mer 11 avr 15 09 36 0 06 REJECT 1003 Manager 2 002 mer 11 avr 15 10 38 0 20 Q 1005 Manager 2 002 mer 11 avr 15
11. nate all calls currently on your phone calls currently on your phone Send and Reset Send and Reset WWWw escaux com ESLAV Redundant operation e The ESCAUX attendant console service can be deployed as a redundant service running on a primary and secondary server e Each net Console client is connected both to the primary and secondary server but is is either listening to the primary server normal operating mode or to the secondary server failover mode Normal operating mode net Console WCE90001 PRIMARY connected to the primary server Failover operating mode connected to the secondary server net Console WCE90001 SECONDARY WWWw escaux com rep Redundant operation e Inthe event there is a problem with the primary server the following actions will take place 1 all calls from the gateways will be sent to the secondary server 2 Each net Console application receives a warning to switch over to the secondary server Clicking OK will not yet switch the 4 pot EE CES net Console client over to the secondary server This offers the possibility to handle if still possible the calls still living on the primary server 3 Inthe mini tool an additional icon appears 4 Clicking this failover icon performs the actual switch over to the seconday server Please change to a different sop Click to switch to secondary server WWW eScCaux com
12. nded Transfer except when the called person accepts the call confirm the transfer by pressing on the chain button instead of transfer button Chain button After chaining the call the call appears in the supervision area When the call terminates the caller is presented back to the operator s personal queue 4 This offers the possibility to transfer or chain the call to another contact WWWw escaux com Unify your Communication wit ESCAUX www escaux com Customize the application WWWw escaux com Unify your Communication wit ESCAUX Preferences window General Shortcuts Speed dials e Fonts e Directory e Voicemail WWWw escaux com Unify your Communication with ESCAUX General preferences www escaux com Select language of the Time format in Line 1 Inte rfa ce i h ISTO ry Relative to previous event iia net Console Preferences x Cumulative in call are 3 Absolute time of day General Speed dials Select language English Time display active call Relative to previous event LA B t Beep when new call enters a queue No ce p on com p uter To foreground on incoming call Do nothing Show general queue In personal queue al Show calls in the general queue in the supervision area in the same list as Calls from the personal queue Window behavior on incoming call Do nothing Bring windo
13. on Park P P Queue y y YV y y General Accept Hold Park Chain Logout aae WWW escaux com Unify your Communication wit ESCAUX Control area e The color of the queue changes with the number of waiting calls 0 calls fe 1 or 2 calls 3 or 4 calls 5 or more calls WWWw escaux com Unify your Communication with ESCAUX Line status area Caller Called Line 1 status number and SE Line 1 history number info name 0 12 Q Hold 0 04 amp Accept 0 03 Ringing 0 00 Queued Called i Line 2 status number and des 2 Is only used ee during Attended Transfers WWWw escaux com Unify your Communication with AX Supervision area Supervised calls D 6710 Peter Faraday Gwe o P 6 10 Peter Faraday 0 14 urgent netconsolet D 6711 Andy Cooper He 000 Test WLI netconsolet Show all supervised calls Search supervised calls Calls in personal queue WWWw escaux com Unify your Communication with ESCAUX TE Supervision area Take back or Selected line Update note couple D 6710 Poter Faraday Number Mame Time Mote WINE P 6710 Peter Faraday 0 14 urgent netconsolet 6711 Andy Cooper He 000 Test WLI netconsolet
14. the following options Convert Attended Transfer into Blind Transfer Direct Park Line 1 on the extension of Line 2 Terminate Line 2 Park Line 1 Camp Line 1 on the Terminate Line 2 extension of Line 2 and unhold Line 1 WWW eScaux com Unify your Communication wi ESCAUX Attended Transfer 3 6 When the called person accepts the call the control buttons show the following options Confirm Attended Transfer Terminate Line 2 Chain call see later 7 After confirming the attended transfer the call disappears from the net Console WWWw escaux com Unify your Communication with ee Attended Transfer 4 e Note that the use of keyboard shortcuts can greatly improve your efficiency e Example attended transfer Enter to accept incoming call Enter to place caller on hold Start typing to search in the directory until you find a unique result Enter to confirm the transfer To summarize Enter Enter search Enter WWWw escaux com Unify your Communication wit ESCAUX Take back a call When you are not in conversation it is possible to take back a call that sitsin the supervision or personal queue list When taking back a call any incoming call will be pushed back to the queue To take back a call select the line and press the take back but
15. ton re 6710 petor Frade Eire Number Name Time _ Note Owner P 6 10 Peter Faraday 0 03 for andre netconsole1 R WWW escaux com Unify your Communication wit ESCAUX Auto return of a call e Acall in the supervision area will auto return to the net Console operator after a configurable time out e This call will enter the personal queue of the operator lt 60 60 80 gt 80 WWWw escaux com ESCAUX Park a call www escaux com e To park a call proceed as follows 1 Press the Park button or press F7 2 A Window pops up allowing you DE to enter a park note 3 The call shows upinthe supervision area including the Park park note Icon WWWw escaux com Unify your Communication wit ESCAUX Couple a call In order to couple an incoming call with a parked call proceed as follows 1 Accept the incoming call 2 Select the parked call 3 Press the couple button Couple button 6710 Peter Faraday call for Andre Name Time Note Owner Peter Faraday 0 07 call for Andre netconsole 1 WWWw escaux com Unify your Communication wit ESCAUX www escaux com Advanced features X900 only WWWw escaux com Unify your Communication wit ESCAUX Directed Park www escaux com In order to perform a direct parking on the extension of a particular user proceed as follows
16. uesday 8 Apr Wednesday SApr Thursday 10 Apr Friday 11 Apr Saturday 12 Apr Sunday 13 e D T tC n le MT AAA EERO TRE ae TT DK ECEN Meeting Customer Number Name Time Owner 13 00 Show all supervised calls Search supervised calls 16 00 0 Office 0 Office D Default LS Service D Default O Office D Default CCE fe CE fe CE ie Ee fog IGQ6O6066000 First Name Last Name Company Extension Left pane Right pane WWWw escaux com Unify your Communication with A The screen layout X700 b D 2008 Monday 7 Apr Tuesday 8 Apr Wednesday 9 Apr Thursday 10 Apr Friday 11 Apr Saturday 12 Apr Sunday 13 all day 08 00 09 00 Meeting Customer Number Name Time Owner 13 00 Show all supervised calls Search supervised calls 16 00 0 Office 0 Office D Default LS Service D Default O Office D Default First Name Last Name Company Extension Left pane Right pane WWWw escaux com Unify your Communication with A Left pane Control area Line Status area Number Time Supervision area E Show all supervised calls Search supervised calls wg Extension Contacts area Lo LG Li Ee EO LO LO LO ie eg First Name Last Name Company Extension WWWw escaux com Unify your Communication with a Handset or headset e Working via headset or handset e This feature is deprecated Don
17. w to front Notification in system tray task bar WWWw escaux com Unify your Communication wi ESCAUX Keyboard shortcuts State shortcuts The keyboard shortcut definition is state context specific Aa A set of pre defined O cars keyboard shortcuts exists oie cted Park on e General shortcuts an General shortcuts are state independent and D cra override the state QO cwrecesra specific shortcuts Q Park Empty by default WWWw escaux com Unify your Communication wit ESCAUX Speeddials oes sis 5 Speed dials EEE e Label 1 typically first name e Label 2 typically last name Nr phone number Color button color WWWw escaux com ESCAUX Define font sizes www escaux com net Console Preferences Shortcuts Speed dials Fonts Directory General Call Info Font WWWw escaux com Unify your Communication wit ESCAUX www escaux com Search Fields for Search All 7 First Name Last Name W Company Extension V Mobile 7 Mail User 1 E User 2 Al 0 e Select search fields to display and set default value e Set a custom label for user fields Directory search fields Select fields included when using Search All First Name Last Name W Company Extension E Mobile E Mail E User 1 User 2 F User 3 E User 4 E User 5 WWWw escaux com
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