User guide
Contents
1. 3 6 Information panel 22 3 7 Menu 23 3 7 1 View 23 3 7 2 Commands 23 3 7 3 Options 23 3 7 4 About Aastra InAttend 23 3 7 5 Exit 23 4 Configuration 24 2 Aastra InAttend 1 0 User guide ASE APP PLM 0127 EN rev E 2012 07 10 4 1 General Settings 4 2 Keyboard 4 3 Panels 26 4 3 1 Search panel 4 3 2 Busy Lamp Field 4 4 Change font and button size 5 Keyboard settings 5 1 NOW 29 5 2 Operator 3 Aastra InAttend 1 0 User guide ASE APP PLM 0127 EN rev E 2012 07 10 24 25 27 28 28 28 30 1 Introduction Aastra InAttend increases availability of a company by consistent and controlled handling of all incoming calls and simplifies forwarding of incoming calls to required contacts due to a design which is optimized towards efficiency and comfort This document gives an overview of the functions offered by Aastra InAttend and how to use them e Queues with announcements Incoming calls to the switchboard are automatically put into separate queues according to the type e g internal or external or previous course of the call e g dropped reverted parked This allows for user controlled efficient executing of calls by the attendants Queues with individually configurable announcements assure that calls don t get lost before or after transfer to busy or not answering users Calls outside service hours can be forwarded to another number or announcement night service connection similar is possible for sh2. Fig 24 Keyboard shortcuts For convenience each panel can be chosen by the shortcut panel filter to display only the provided functions To assign a shortcut key do the following 1 Select a function from the list 2 Place the cursor in the Press Keybord Shortcut Keys text field and press the key s to assign for this function The key combination appears in the text field 3 Click Assign Some keys are used by the operating system for example Print Screen and cursor keys and cannot be used as function keys 25 Aastra InAttend 1 0 User guide ASE APP PLM 0127 EN rev E 2012 07 10 LE EL ETIREII RE Note If the key combination is already in use this is indicated in the Shortcut Currently Used by field The combination that is currently used can only be overwritten if the old function is reassigned To remove a function from an existing shortcut key do the following Delete all text in the text field for the shortcut key and click Assign For easy setup some predefined shortcut combinations are already included and can be selected via the layout drop down There are two different options for the predefined keyboard layout Either the keyboard layout of the NOW client or the settings from the PM Operator can be used To see the NOW client or PM Operator settings see section 5 These settings can also be used as a basic and individually adjustments are possible 4 3 Panels Using the Panel tab of Opt
3. Telesnap GmbH Q INT Short Queue Aastra Telecom Sweden AB Fig 6 Connections panel showing two calls in A and B The active party is marked with a thicker border When you have two calls it is possible to switch between the two calls Just press the Toggle active party button see below to switch between the calls If you want to connect both parties press the Answer Transfer button Connections can be controlled by the telephony buttons or keyboard shortcuts This is covered in the next section List of icons that may be displayed in the connection field Dialing off hook Incoming call e Q Connected Holding U 3 1 2 Telephony buttons and keyboard shortcuts The attendant can use telephony and transfer functions with a single key or mouse click via the telephony buttons displayed in the Call Control panel Only those function are available that are supported by the call manager you are using So some functions may not be available in your client Hover over the button to see the assigned shortcut key as a tooltip All explained functions can either be executed by mouse or by the shortcut key The following telephony buttons are available to the operator 11 Aastra InAttend 1 0 User guide ASE APP PLM 0127 EN rev E 2012 07 10 6 D AZAA SSDD gt 12 Answer Transfer accepts an incoming call If there a no incoming call but calls in the queue list the top entry will be placed as inc
4. 1 Beatles 2 Sales 3 3 Abbey road 4 Custom puEr q 9eg 3006 300 1 Harrison George 2 Lennon John 3 McCartney Paul 4 Starr Ringo Attendants 2 8 connected W9 Wednesday March 02 2011 3 38 15 PM Fig 19 Example Dynamic BLF with department tabs The first tab displays all users that do not have a department assigned all other tabs collect the users from that specific department Note that only 10 tabs are made visible meaning the company the first nine departments found All others will be discarded 3 4 Attendant Chat When more than one attendant is assigned to an operator queue there is a possibility to chat with the other registered attendant This is only possible if the other chat partner is logged on 21 Aastra InAttend 1 0 User guide ASE APP PLM 0127 EN rev E 2012 07 10 Available Chat Partners Fig 20 Chatting with another operator Clicking on the Send button will transfer the typed in message to the chat partner The Quit button will close the chat tab and the panel will slide in 3 5 Web Panel A web panel may be included in the client In this panel any internet site may be displayed The web panel has to be positioned in the client it can t be used when it is collapsed P o http www aastra com cps rde xchg 04 TIS TTTY E Riu y STR n Home Legal Notice ABOUT US PRODUCTS SOLUTIONS SUPPORT PARTNERS NEW
5. Seles General Bus y Lamp Fie d Panel Settings for the Busy Lamp Field Par Keyboard _ Dynamic Busy Lamp Field y Extra tab for departments Pane settings Linked company Search in LDAP xd Search panel j Busy Lamp Field Panel Fig 27 Busy lamp field options 44 Change font and button size Throughout the application right clicking into an empty space of a panel a context menu appears to adjust the size of the font or button in this panel The font and button size may be changed for each panel independently from the other panels 5 Keyboard settings There are two predefined keyboard layouts The NOW layout is derived from the settings of the NOW client and the operator settings are derived from the PM Operator These two settings are available to help attendants either used to the NOW or to the PM Operator application to migrate to the InAttend By default the NOW setting is used 28 Aastra InAttend 1 0 User guide ASE APP PLM 0127 EN rev E 2012 07 10 5 1 NOW For the NOW settings the followings keys are defined Add Activity Add Speed Dial Entry Answer or Transfer Close Panel Dial DialHash DialStar DialWithNumberList Disconnect A Disconnect B Display detail information about current selected person Fetch Parked Call Modify Activity Park Redial Redirect Extension Remove Redirect Extension Select Panel 1 Select Panel 2 Select Panel 3 Select Panel 4 Selec
6. bars This option is located in options gt panel section fi Options te ow titlebars for panels Panels sr Pen border for focused pane jw Use animation on hidden panels Panel layout selected to Expert panel layout T pra Fig 3 Title bar options The following options are available now Show title This will display the title of the window Float owitching this option on will make it possible to move the panel to any position on your desktop even outside the application Dock This option reverses the float option Only available when float is when panel is switched on in any container Hide This option will move the panel to the right and create a button below the buttons already there Dock Open the panel by clicking the button Clicking the docking icon will when panel is make the panel float so you can move it to any container you like moved to a button Close This will switch of the panel You can make it visible again from the options menu View Again the panel will be floating so you can click the option you want Float Dock hide and put it anywhere you want If you are not satisfied with the layout changes it is possible to restore the layout and start over Click Restore Layout from the Options menu 8 Aastra InAttend 1 0 User guide ASE APP PLM 0127 EN rev E 2012 07 10 Note A change like this will reset the client to the default layout and all changes done are lo
7. e he Connections panel shows two connection lines A and B e g for current and consultation call e he Search panel allows to search for subscribers either by the standard search field or by up to 5 configurable search fields e he Details panel is opened when you click on a search result entry When the detail panel is visible the search result list will be hidden It shows detailed information about the marked subscriber and if available calendar entries e he Busy Lamp Field panel can be filled with speed dial entries capable of line state information e he Message panel gives the opportunity to send message to a marked subscriber in the search result list or Detail panel 9 Aastra InAttend 1 0 User guide ASE APP PLM 0127 EN rev E 2012 07 10 e The Activity Appointment panel gives the opportunity to create an appointment for a marked subscriber in the search result list or PAM panel e The Chat panel allows you to chat with another operator in the same operator group e The Bulletin Board panel collects important information from the application On serious errors the panel will drive out and blink until the message Is read e Inthe Web panel any internet site may be displayed The Web panel has to be located ina container e The Information panel displays the information field for the selected line in the result list 2 3 First Steps When you log on the first time all settings defined by the administrator will be loa
8. fields and search result list Normally there is only one search result list but if tab search items are displayed see options setting for the search panel and pressing Ctrl Enter in the search fields more result list may be created Surname Givenname Phone Company Fig 8 Integrated telephone directory 3 2 2 Search fields Besides the global search field up to five additional search fields can be configured individually for specific data source fields The global search field has a history list which can be accessed via the drop 14 Aastra InAttend 1 0 User guide ASE APP PLM 0127 EN rev E 2012 07 10 down list It can also be configured that a Go button is displayed between the global and the additional search fields With the Go button you may start the search A search term and or a telephone number are entered into the global search field The search starts after typing a configurable minimum number of characters or numbers By default the term is interpreted as last name of the subscriber To search for both first and last name separate the terms with space In the first search field an advanced search algorithm is implemented that search for the first name last name organization and extension The names can be typed in any order in this field Up to 5 additional search fields can be defined The search can be performed in multiple fields at the same time There is a difference on how dif
9. G BUT NOT LIMITED TO THE IMPLIED WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE AASTRA shall not be liable for errors contained herein neither for incidental nor for consequential damages in connection with the furnishing performance or use of these materials Aastra Technologies Limited Concord Ontario Canada 32 Aastra InAttend 1 0 User guide ASE APP PLM 0127 EN rev E 2012 07 10
10. S amp EVENTS CONTACT Done Fig 21 Web panel 3 6 Information panel In the information panel additional information is displayed for the selected entry in the result list With this panel more information to a user may be displayed without opening the details of the user When the Aastra LDAP Server is used then the data of the information field is displayed For entries from the Aastra CMG System the last sent message is displayed The displayed fields in the information panel may be changed by the administrator Surname Givenname Phone Company Brown Inc Abwurf Q 63 Brown Inc Bader Reinhold Q 63 Brown Inc Black Melanie 1001 Brown Inc Blumenthal Axel 303 Brown Inc Brown Georg 61 Brown Inc Extern 75023 Brown Inc Gerettet 64 Brown Inc Gregory Daniel 1003 Brown Inc Gruber Bernd Q 65 Brown Inc Hotline Brown Inc amp Inside Sales Please call Mr Jones Fig 22 Information panel 22 Aastra InAttend 1 0 User guide ASE APP PLM 0127 EN rev E 2012 07 10 3 7 Menu my The InAttend menu is reached by clicking The menu has the following options 3 7 1 View If some panels are hidden and not displayed in the containers or as a collapsed version in the right docking container such panel can be brought into view via this menu command Normally a panel is popped up into view if its functionality is needed and hides itself when the job is done e g m
11. User guide Aastra InAttend 1 0 SP2 Aastra InAttend Your face to the world Aastra InAttend is a multi featured attendant solution with advanced collaboration options The InAttend is a scalable attendant console based on open standards It is the core application in Aastra s attendant offering and an essential part of the Aastra Business Collaboration suite In addition to advanced call handling InAttend offers powerful search options calendar integration Microsoft OCS Lync and IBM Lotus Sametime presence integration and all necessary information for efficient call handling The InAttend SIP based platform opens the way for integration with various communication platforms Contents 1 Introduction 4 2 Getting started 5 2 1 Logon 5 2 2 The program layout 6 2 2 1 Basic Layout 7 2 2 2 Advanced and Expert Layout 7 2 2 3 List of available panels 9 2 3 First Steps 10 Functions 11 3 1 Call management 11 3 1 1 Connections overview 11 3 1 2 Telephony buttons and keyboard shortcuts 11 3 1 3 Queue list 13 3 1 4 Queue buttons 14 3 2 Searching 14 3 2 1 Electronic directory 14 3 2 2 Search fields 14 3 2 3 Search result list 15 3 2 4 Details 17 3 2 5 Send an Operator Message 17 3 2 6 Add an Appointment 18 3 2 7 Display appointments 18 3 2 8 Edit and delete an appointment 19 3 3 Busy Lamp Field 19 3 3 1 Manual Busy Lamp Field 19 3 3 2 Dynamic Busy Lamp Field 20 3 4 Attendant Chat 21 3 5 Web Panel 22
12. a user to hold a call e g if the requested target is currently not available The caller is disposed to the parking queue and enables the operator to answer another call Parked calls have to be picked up again manually from the Park queue Retrieve parked call retrieves a parked call from the park queue Aastra InAttend 1 0 User guide ASE APP PLM 0127 EN rev E 2012 07 10 Tone signaling sends DI MF tones Redirect activates the immediate call forwarding of the call manager for the selected number If an entry in the result list is selected and more than one phone number is available in the entry then a dialog with all numbers is displayed and the user has to select one number After that the destination for the forwarding has to be entered If no number is selected then the forwarding device and the destination have to be entered BS Remove redirect deletes the immediate call forwarding for a device If an entry in the result list is selected and has more than one phone number a dialog appears with all numbers included The number has to be selected and the forwarding is cleared If no entry is selected then the number has to be entered Auto answer on click to activate automatic answering of calls On Duty click to set your status to on duty e Auto answer off click to deactivate automatic answering of calls an Off Duty click to set your status to off duty 3 1 3 Queue list The queue list dyn
13. al 1 Speed Dial 2 Aastra InAttend 1 0 User guide ASE APP PLM 0127 EN rev E 2012 07 10 Ctrl B Num F5 F6 F7 F8 F9 F10 F11 F12 Alt Ctrl Num 1 Alt Ctrl Num 2 Alt Ctrl Num 3 Alt Ctrl Num 4 Alt Ctrl Num 5 Alt Ctrl Num 6 Alt Ctrl Num 7 Alt Ctrl Num 8 Alt Ctrl Num 9 Esc Num Num Ctrl P Alt Num 1 Alt Num 2 Alt Num 3 Alt Num 4 Alt Num 5 Alt Num 6 Alt Num 7 Alt Num 8 Alt Num 9 Ctrl M Ctrl Tab F1 Ctrl Num 1 Ctrl Num 2 Decimal Ctrl F12 31 Speed Dial 3 Speed Dial 4 Speed Dial 5 Speed Dial 6 Speed Dial 7 Speed Dial 8 Speed Dial 9 Team Search 1 Toggle Active Party Toggle Duty Aastra InAttend 1 0 User guide ASE APP PLM 0127 EN rev E 2012 07 10 Ctrl Num 3 Ctrl Num 4 Ctrl Num 5 Ctrl Num 6 Ctrl Num 7 Ctrl Num 8 Ctrl Num 9 Ctrl F Decimal Ctrl F12 2012 Aastra Technologies Limited All rights reserved This document contains proprietary information which is protected by copyright No part of this document may be reproduced or transmitted in any form or by any means electronic or mechanical including photocopying recording or by any information storage and retrieval system or translated into another language without the prior written consent of Aastra Technologies Limited Concord Ontario Canada NOTICE The information in this document is subject to change without notice AASTRA MAKES NO WARRANTY OF ANY KIND WITH REGARD TO THIS MATERIAL INCLUDIN
14. amically indicates all calls currently entering the switchboard and waiting for transfer The list also shows information like name and phone number of both caller and called party if possible type of call internal external and the waiting time for the call since it entered the queue Overflow 0 Park 0 usy external 0 Busy 0 Queue Position Caller Domain Called Domain Origin Prio Time Reason External 1 1300 Aastra 800 ACS External Aastra Telecom Aastra 800 int 5 00 01 Direct Fig 7 Queue list The number in the square box indicates how many calls in the queues are waiting This number is also displayed in the Windows task bar The meaning of the columns in detail e The name Queue where the call is waiting e The Position of the call inside its appropriate queue e The Caller identification the number only or if possible with full name e Which number is called If possible shows also the full name e The Called Domain indicates in a multi call manager site environment which call manager site was called 13 Aastra InAttend 1 0 User guide ASE APP PLM 0127 EN rev E 2012 07 10 e The Origin displayes if it is an internal or external call e Prio is the priority of the queue of the call e he Time elapsed so far since entering the queue e he Reason shows how the call direct or redirected came to the queue It is possible to adjust the width of the columns by pointing to a
15. ded Also default keyboard settings will be loaded At first logon check the settings and adjust them to suit your personal preferences Checking and changing keyboard shortcuts are done by clicking and selecting Options E Shortcut Search Filter Keyboard Shortcuts w x d Assigned Keyboard Shortcuts Panels Acknowledge Message Messages Add Activity Appointments Add an appointment Appointments Add Speed Dial Entry Busy Lamp Field Answer or Transfer Call Contral AnswerQueuel Queues AnswerQueue10 Queues AnswerQuevue Queues AnswerQueues QUEUES Answerjueues Queues AnswerQueue5 Queues AnswerQueueb Queues LECLELKIERIE Press Keyboard Shortcut Keys i Shortcut Currently Used by Fig 5 Keyboard layout For more information see section 4 Configuration 10 Aastra InAttend 1 0 User guide ASE APP PLM 0127 EN rev E 2012 07 10 3 Functions This section describes the functions that are included in InAttend 3 1 Call management The call management is one of the most important functions of InAttend Several panels cover this functionality 3 1 1 Connections overview Connections are displayed in the Connections or A B panel It shows two calls simultaneously starting with the first call in the left A field Consultation calls or second calls are displayed in the right B field Extern
16. e context menu The right click on the named tab or another existing button will open a menu with the Add entry command After that a dialog box will appear to enter the number and the description of the button In this menu it is also possible to delete a button when right click on a button delete a tab when right click on a tab or to move the button or tab appropriate The attendant may also change the colour for the entry in the BLF As an alternative a hotkey can be assigned to add a BLF button from the search result list or details panel If you have set the layout to NOW the default key is CTRL B When an entry in the search result list is highlighted pressing the defined hotkey will use the subscribers name and phone number to create a new button in the currently displayed tab Dialing a number is done by clicking on the appropriate button or using the defined keyboard shortcut for the first ten buttons The icons displayed in the buttons are explained in detail in section 3 2 2 You can also directly add entries to the busy lamp field from the directory search To do that select one entry from the result list and press the function key by default Ctrl B to add the number into the busy lamp field 3 3 2 Dynamic Busy Lamp Field A dynamic Busy Lamp Field can be added Note that it will be either dynamic OR manual Activating the dynamic busy lamp field option will wipe out the manually added fields The function is switched on
17. ed subscriber Messages may also be sent directly to the display of the phone 3 2 6 Add an Appointment Using a defined hotkey no default key is defined a new appointment to a highlighted search entry in the search result list can be created If the selected subscriber does not have a calendar connection and is no Aastra CMG user no appointment can be created and nothing happens Appointment From 7 13 2011 Fall 11 40 ERN 7 13 2011 Information Lu ach AddAppointment Schmidt Bernhard 0 11 90656 818 Fig 12 The appointment panel slides out to add a new appointment to a selected subscriber For non Aastra CMG users with established calendar connection the appointment is directly created in the calendar Microsoft Exchange Lotus Domino Novell GroupWise of the user For Aastra CMG users the entry is creates in the Aastra CMG system 3 2 Display appointments In the list view for the appointments the attend sees all appointments in a list 18 Aastra InAttend 1 0 User guide ASE APP PLM 0127 EN rev E 2012 07 10 Details fay C Day C Week ist view Calendar view Activity Start End Information Signature Forw a INFO 10 4 2012 10 38 A UFN tzt tz tz tz Operator Lunch break 12 00 PM 12 30 PM Operator g Meeting 2 00 PM 4 00 PM Test report Operator 9 Fig 13 List view With the calendar view a graphical display of the appointments is visible Activities Cay C Da
18. elephony and switching functions can be allocated to customizable hotkeys A configurable busy lamp field with status information for internal extensions only are available for frequently used telephone numbers E mail or SMS messages may be sent to parties that cannot be reached by telephone Access to calendar information helps the operator to provide the caller with precise information on availability e g of absent parties 4 Aastra InAttend 1 0 User guide ASE APP PLM 0127 EN rev E 2012 07 10 2 Getting started The following pages provide step by step instructions for how to start InAttend log on search for a subscriber view a subscriber s absentee report and exit InAttend log out 2 1 Logon Begin by starting the program and log in Double click on the program icon for InAttend E IIT EEETICI AASTRA InAttend Username Password ETERNI E Remember password Fig 1 The Logon Dialog Type your user name and password then click Log On You are now logged on to InAttend and the main window is displayed 5 Aastra InAttend 1 0 User guide ASE APP PLM 0127 EN rev E 2012 07 10 If you choose Remember password then no password is need for future logon s The first dialog will be displayed but the logon will start immediately To reset this setting the user have to open the iy vay InAttend View i Commands k About In Attend Bell Exit options menu and deselect the reme
19. essages appointment panel To review what has been done a panel can be brought back in view 3 2 Commands Each keyboard shortcut can be accessed also via a menu command This is configured in the options menu in the keyboard section Checking the Show in Menu box next to the hotkey description will create a menu entry There the hotkey shortcut can also be seen 3 7 3 Options The options dialog can be opened by this menu item 3 4 About Aastra InAttend Information on version and license of the Aastra InAttend are displayed 3 7 5 Exit l To exit InAttend click and then Exit 23 Aastra InAttend 1 0 User guide ASE APP PLM 0127 EN rev E 2012 07 10 4 Configuration Configuration of InAttend can be done by an administrator However there are some settings that can be done by the attendant These settings are described in the following sections 4 1 General Settings In the general part there are only three options lol x General Settings b Remember password Change password Keyboard Panels lw Show close window on exit t Follow Windows regional settings Change language to English English en U5 bA Themes and Colours Timezone support Client timezone GMT 01 00 Amsterdam Berlin Bern Rome Stockholm Vienna 99 Fig 23 General application settings Remember password When this option is selected no passw
20. ferent databases are triggered to search a specific name When searching a person s first name CMG requires a space as start character This triggers CMG to include First name in the search results LDAP does not require that but accepts both notation methods To make sure the search is done for first names it is recommended to start with space before typing characters You will now find the person regardless if the search is done in the CMG or any LDAP directory The results are shown in the search result list below The first hit in the list is immediately highlighted If no search results exist a number without any more information is displayed in the search result list You may dial the number directly by pressing the Dial button or the appropriate hotkey Terms can also be entered in the additional search fields Only when all search items match results are shown Via a predefined keyboard shortcut a team search can be initiated All persons of the electronic telephone directory will now be listed who work in the same company and department as the person itself thus those having the same entry in the columns Company and Department as the highlighted person Another keyboard shortcut can search for a team where all persons belong to the same company entry Which fields are considered for which team search there can be up to three different team searches is defined in the Web Administration 3 2 3 Search result list The Search res
21. ion dialog the following can be configured Panel settings Search panel Busy Lamp Field Panel ial x General ettings for the application General Settings b Remember password Change password Keyboard Panels l l L_ Show close window on exit _ Follow Windows regional settings Change language to English English en US zm Themes and Colours Fig 25 General panel options Show title bars for panels 26 Aastra InAttend 1 0 User guide ASE APP PLM 0127 EN rev E 2012 07 10 This can only be selected for Expert panel layout When selected it is possible to rearrange panels Show border for focused panel Select to have the currently active panel highlighted to show where the focus of the keyboard input is located 4 3 1 Search panel The search panel options allow to deselect some data sources when there are more than one configured and to adjust the automatic search parameters Options General Keyboard Search options Show Go button for starting the search Search in t LDAP jf CMG _ voip8 Panei settings Search panel I Show tab items on search result Busy Lamp Field Panel iw Show line state for directory number on search result iw Show the line state left from the directory number Delay in milliseconds 0 5000 before automatic search starts 1000 Minimum number of characters 3 Timeout in seconds befo
22. mation tabs on the right side of brief information window Pressing Escape will collapse the detail panel and the search result list is visible again 3 2 5 Send an Operator Message Using a defined hotkey a message to a highlighted search entry in the search result list can be send Depending on the subscribers data fields e g Email address cell phone number Aastra CMG user ID etc several message channels can be available If no such fields are available a notification dialog appears that no message can be send to this subscriber Up to 25 predefined messages can be defined The attendant can select which message is sent to the user The number of the caller and the date time are entered in the message The message can be entered in the text box below the subscriber message system For some message channels there are limitations in text length If so the remaining character count is displayed in the status bar below the text box Multi line messages can be entered by inserting line breaks with Enter Return The message is send when Ctrl Enter are pressed or the Send button is clicked 17 Aastra InAttend 1 0 User guide ASE APP PLM 0127 EN rev E 2012 07 10 Templates Subject from lt gt at 10 4 2012 4 05 PM Subject from lt gt at 10 4 20 L U FINT Phone message from lt gt at 10 4 2012 405 PM Fhone message at 10 4 2012 4 05 PM 463 charaters left y Fig 11 The message panel slides out to send a message to a select
23. mber password flag Tb Options General Settings Keyboard Lert _ Show close window on exit To be able to receive calls the work station needs to be opened Click or press Ctrl F12 When the workstation is open the icon changes color to green 2 2 The program layout InAttend allows you to arrange all functions panels movable windows wherever you like in the application screen Managing the layout is divided in two parts e Font size e layout By default only the font size is changeable Right click on any of the fields and select the change font size option Move the slide bar to the left or right to make the font smaller or larger At the bottom of the window is the Status Line where you can see how many attendants are logged on including yourself your user name the current date and time and the connection status connected or disconnected Panels that are seldom used can be hidden on the right side of the window A new container will appear that holds a button for each hidden panel Clicking on that button will slide out the appropriate panel The layout style is defined by the administrator There are three different layouts the Basic Advanced and Expert layout 6 Aastra InAttend 1 0 User guide ASE APP PLM 0127 EN rev E 2012 07 10 2 2 1 Basic Layout The basic layout is suited for small companies where the main focus is on queue handling and search In the basic la
24. nd click on the line between two columns Pick a call from the queue by clicking the appropriate queue button pressing the assigned shortcut key or by clicking the Answer icon The call will be answered and removed from the queue and placed in the connection A B panel Each incoming call is assigned to an attendant but the call stays in the queue until the call is answered by the attendant Other attendants still may pick the call By pressing the Answer Transfer button the assigned call is answered The calls are assigned to the user according to the priority of the queues After a waiting time configured by the administrator the color of the call in the queue is changing from green to orange to red 3 1 4 Queue buttons The queue buttons are located above to queue list By clicking one of them or uses the assigned keyboard shortcut for this queue the user automatically answers the first call from the appropriate queue 3 2 Searching The main focus of the application is in the search panel 3 2 1 Electronic directory Which dictionaries that are searched is determined by the administrator Several data sources are possible and will be searched simultaneously It is possible to deselect some data source if more than one are configured in the options menu for the search panel see section 4 3 1 The data may be searched in an Aastra CMG server and or in any LDAP server The search panel is divided into two sections search
25. ntment Phone 063 063 1002 1001 303 O61 75023 O64 1003 O65 75024 The subscriber has a calendar entry and may be absent The user has an appointment from type Information An activity with information is active for the user No call forwarding is defined for the users activity A SMS channel is defined for the user Search bro um Department Company Mi bro 26 Company Brown Inc Brown Inc Brown Inc Brown Inc Brown Inc Brown Inc Brown Inc Brown Inc Brown Inc Brown Inc Brown Inc The subscriber has unread messages for Aastra CMG entries only The user has an alternative number for Aastra CMG entries only The user has an activity with information but no forwarding Aastra InAttend 1 0 User guide ASE APP PLM 0127 EN rev E 2012 07 10 3 2 4 Details The Details panel is displayed when a highlighted search entry in the search result list is selected via Enter Return key The search result list is collapsed and the Details panel will be visible Z Activities Messages Details AH Returns Friday May 14 2010 11 10 AM Se E L Phone 300 Schmidt Bernhard Gne hd Givenname Bernhard niceadmin Phone no e 300 Mobile Information Fig 10 The collapsed search and Detail panel Besides the detail information for a subscriber there might be calendar information Pressing Enter again will toggle through the different infor
26. oming call If an active connection already exists Answer Transfer will transfer the current connection to a number highlighted in the search result list If a consultation call is made as seen in the B field Answer Transfer will hand over the first call to the consultant A blind transfer is performed by selecting a number and pressing the Answer Transfer button If a call is transferred to a busy extension then the call is parked in a queue until the target is getting free Dial initiates a call to the number that currently has focus which is the number entered in the Search field or the number selected in the search result list If ambiguous numbers exists a selection dialog is opened If no number is selected an input dialog is opened If an active connection already exists this will initiate a consultation call to this telephone number Disconnect All hangs up all connected calls Hold put the current call on hold Redial dials the last dialed number again Select A activates the A field and dials the number in the A field Select B activates the B field and dials the number in the B field Disconnect A hangs up the call displayed in A Disconnect B hangs up the call displayed in B Toggle active party alternates between the calls in the A and B field Breakthrough deletes the immediate forwarding of a forwarded device and transfers the call After the call is transferred the forwarding is set again Park enables
27. ord has to be entered when the client is started Change password The users password can be changed Show close window on exit Select to have a control dialog asking if you really want to exit InAttend when clicking Exit Clear to switch off this control dialog Normally the Attendant follows the Windows regional settings and chooses the correct language itself You can override this and chose your language independent of Windows Note After changing language InAttend needs to be restarted for the new language to be applied InAttend is available in the following styles and colours e Blue e Silver 24 Aastra InAttend 1 0 User guide ASE APP PLM 0127 EN rev E 2012 07 10 e Bi ack e Custom Timezone support The time zonbe where the client is located can be defined 4 2 Keyboard Using the Keyboard tab you can configure shortcut keys and menu commands as wanted a Options Shortcut Search Filter 5 Assigned Keyboard Shortcuts Panels Acknowledge Message K Messages Add Activity F Appointments Add an appointment Appointments Add Speed Dial Entry Ctri B Busy Lamp Field Answer or Transfer Enter Call Control AnswerQueuel Queues AnswerQueue10 Queues AnswerQueue2 Queues AnswerQueues Queues AnswerQueues Queues Answer ueueb Queues AnswerQueue amp Leues Press Keyboard Shortcut Keys Shortcut Currently Used by
28. ort term capacity overload lt is also possible to have an automatic distribution of the calls to the users so the calls doesn t have to be manually picked from the queues e Switchboard For each incoming call contact information is searched for on the basis of the sent telephone number in the linked telephone directory If successful caller data name company department are shown on the display A dynamic display with all waiting calls and information on type of calls internal external status ringing announcement queue time number of caller if sent and of called party as well as possibly name of caller and called party supports the attendant in deciding which call shall be answered next Except from sequential execution of waiting calls longest waiting party principle calls can also be individually prioritized Calls picked up from queues can be transferred blind or after prior consultation call e Integrated electronic telephone directory If the phone number of the requested party is unknown the operator can search for name department or first digits of the number The search result is shown in a list including status information idle busy call forwarding of the extension and the operator can transfer calls directly from this list If users are busy other co workers from the same department can be shown e Comfort functions The graphic user interface enables easy handling both via keypad and with the mouse All important t
29. re search cache expires 60 Depth of the search cache 0 Apply OK Cancel Fig 26 Search panel options Select Show Go button for starting the search to display a button between the global and additional search fields in the search panel When there is a Go button click it to initiate a search It is possible in the search panel by pressing Ctrl ENTER to keep the old search result list and create a new result list Switching from one result list to another is done by clicking on the search tab To safe space if only one search result list is needed this tab can be omitted When in the search result list a phone field is present it is possible to display next to the number the line state of the phone It can be configured if the line state symbols are displayed on the left or right side of the number The rest of the options are only displayed and may not be changed by the attendant 27 Aastra InAttend 1 0 User guide ASE APP PLM 0127 EN rev E 2012 07 10 4 3 2 Busy Lamp Field The Busy Lamp Field can be created dynamically by querying one data source and retrieving names department and phones by providing the linked company This is accomplished by checking the box Dynamic Busy Lamp Field and entering the company name in the text box If the option below is also checked the company will also be distinct by department and extra tabs are created More information is available in section 3 3 2 Options
30. st Language settings are not reset InAttend attendant 1010 Call Control REAC D ape nu 8570056900 E Hui SSRI ve EEO 0 L Recall 0 Interna 0 External 0 Park 0 Origin Prio Time Reason B ep sens fs pn Search sch xj Department Rwi sch 9 quaunuicddy Surname Givenname Phone Company o Autohaus Schl Kewitsch Uwe 030 61t Aastra DeTeWe Schlumberger Anton 07363 Autohaus Schlu Schmidt Bernhard 0711 9 Telesnap Gmbt Schmiedel Michael 030 61 Aastra DeTeWe Schmoll Steffen 0162 2 Telesnap Mobi Schmoll Steffen 0711 9 Telesnap Gmbt Schulz Sabine 0711 8 Pohl KG Schutze Frank 0711 9 Telesnap GmbF 1 Internal i 9m omo jomo js v Attendants 1 2 connected W6 Monday February 07 2011 11 22 32 AM Fig 4 Advanced and expert layout program window 2 2 3 List of available panels Depending on layout and profile different panels can be used in the application The panels provide different functions to the application The available panels are the following e he Queue panel shows the configured telephone queues It shows the number of calls in each queue and the total number of calls in all queues If you expand the detail list view which shows all details caller name and number called name and number waiting time etc of the calls in the queues
31. t Panel 5 Select Panel 6 Select Panel 7 Select Panel 8 Select Panel 9 Send Message Shortcut function change panel Shortcut function Help Speed Dial 1 Speed Dial 2 Speed Dial 3 Speed Dial 4 Speed Dial 5 Speed Dial 6 Speed Dial 7 Speed Dial 8 Speed Dial 9 Team Search 2 Team Search 3 F6 Ctrl B Enter Esc NumLock Num Num Alt NumLock Num Num F9 Crtl End F12 End Ctrl F3 Crtl F6 Alt F6 Alt Num 1 Alt Num 2 Alt Num 3 Alt Num 4 Alt Num 5 Alt Num 6 Alt Num 7 Alt Num 8 Alt Num 9 F8 Ctrl Tab F1 Ctrl Num 1 Ctrl Num 2 Ctrl Num 3 Ctrl Num 4 Ctrl Num 5 Ctrl Num 6 Ctrl Num 7 Ctrl Num 8 Ctrl Num 9 Crtl R Ctrl T Aastra InAttend 1 0 User guide ASE APP PLM 0127 EN rev E 2012 07 10 e Toggle Active Party Toggle Duty 30 5 2 Operator For the Operator settings the followings keys are defined Add Speed Dial Entry Answer or Transfer Answer Queue 1 Answer Queue 2 Answer Queue 3 Answer Queue 4 Answer Queue 5 Answer Queue 6 Answer Queue 7 Answer Queue 8 Blind Transfer 1 Blind Transfer 2 Blind Transfer 3 Blind Transfer 4 Blind Transfer 5 Blind Transfer 6 Blind Transfer 7 Blind Transfer 8 Blind Transfer 9 Close Panel Dial Disconnect A Park Select Panel 1 Select Panel 2 Select Panel 3 Select Panel 4 Select Panel 5 Select Panel 6 Select Panel 7 Select Panel 8 Select Panel 9 Send Message Change Panel Help Speed Di
32. ult list is divided in six columns and refers to the integrated telephone directory The first column is the status column and gives with symbolic icon a quick overview of the presence information of the subscriber like messages lunch etc The next four columns display the last name first name phone number and company Additionally the line state of the phone can be shown next to the phone number This can be configured in the options menu see section 4 3 1 Please mind that line state information is filtered via settings managed by your administrator The number length defines if a search will be done or not In the example below you can see this is set to 4 All numbers with length 4 or less display a line state icon the bottom one with a number length of 5 does not It is however possible a search is done in databases without line state information In this case the icon will be displayed but will have no meaning For the search in a CMG database the syntax for the search is fixed 15 Aastra InAttend 1 0 User guide ASE APP PLM 0127 EN rev E 2012 07 10 Surname Abwurf Bader Bender Black Blumenthal Brown Extern Gerettet Gregory Gruber Hotline Fig 9 Search result list The icons in the first status column can be the following Presence information e Additional information 16 P S B DO M 90 Grvenname Reinhold Josephine Melanie Axel Georg Daniel Bernd The user has an active appoi
33. via the options menu Options MES General ld F nel Settings for the Busy Lamp Field Panel qnie ay Lay Fil F ra tab for departments Panel settings Linked company Aasta Search panel Search in AASTRA UTR CM5 hi Busy Lamp Field Panel It is necessary to restart the application for changes to have an effect Fig 16 Switching on the Dynamic BLF with CMG database connection 20 Aastra InAttend 1 0 User guide ASE APP PLM 0127 EN rev E 2012 07 10 Note Switching the function on or off or making any changes like choosing another linked company requires a restart of the client to take affect The second option available in the Dynamic Busy Lamp Field is the possibility to create separate tabs for departments When connecting to a CMG database and when CMG is configured to display the company data in a tree configuration default in CMG these tabs will not be created as CMG is not using the department field 1 Aastra Aastra 2 Custom P Attendants 2 8 connected W9 Wednesday March 02 2011 E 3 35 53 PM Fig 17 Example Dynamic BLF Changing to e g a LDAP connection where the department field is used will result as the following example shows General keyboard Dynamic Busy Lamp Field v Extra tab for departments Busy Lamp Field Panel Fig 18 Switching on the Dynamic BLF with LDAP database connection
34. y C Week C List view Calendar view 10 5 2017 lOXX AME lOE30 AM LEGO AM JOAN LEZDDPM 1230 PM 200 PM 4 00 PM Lunch Meeting 4 li Fig 14 Calendar view 3 2 8 X Edit and delete an appointment When the user already an appointment then the attendant may edit or delete the appointment Whith a right click on the appointment the attendant has the options to delete and modify the appointment p Activities Messages Details Aug C Day C Week List view Calendar view Modify Activity Change font size Fig 15 Options menu for the appointments When the appointment is changed the activity panel is opened with the appointment 3 3 Busy Lamp Field 3 3 1 Manual Busy Lamp Field The Busy Lamp Field BLF panel can be populated with speed dial buttons for any subscriber and shows the line state of the phone for internal and monitored numbers and other presence information calendar Microsoft OCS Lync or Lotus SameTime The same presence information as in the result list are displayed For better scheme these buttons can be organized in different tabs A maximum of 10 tabs can be added 19 Aastra InAttend 1 0 User guide ASE APP PLM 0127 EN rev E 2012 07 10 Creating a new tab is accomplished by clicking on the button in the top of the panel A context menu will appear to add a new entry or to move an existing one Similar a new busy lamp field button can be added via th
35. yout you have the Queue A B and Search Panel The size and position of the panels are fixed All other available panels are minimized on the right side A InAttend attendant 1010 Ip Call Control BBR 2 ms nnection fundi 0 xm m Cd im 4 Queue Origin Prio Time Reason i p 78 usanne S sesso E aem e suon nen SB MI Surname Givenname Phone Company i m waunuicddy F Status Attendants 1 2 connected W6 Monday February 07 2011 10 58 35 AM Fig 2 Basic Layout Program Window 2 2 2 X Advanced and Expert Layout The advanced layout extends the basic layout with the left right and bottom container At the top the Call Control panel is placed and in the bottom the Busy Lamp Field and information panel All other selected panels are concealed and positioned at the right docking edge in a collapsed state The difference between advanced and expert layout is the possibility to show the title bars of the panels and manually adjust the holding container for each panel This title bar is needed to be able to move adjust the size and fill the containers As stated the left and right containers are hidden and empty by default 7 Aastra InAttend 1 0 User guide ASE APP PLM 0127 EN rev E 2012 07 10 To be able to use this feature you have to switch on the title
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